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AUTOBODY CT / DE / ME / MD / MA / NH / NJ / NY / PA / RI / VT


Vol. 9 / Issue 10 / January 2019

Uber Plans Scaled-Down Self-Driving Car Tests in PA

FL Body Shop Worker Crashes Customer’s Audi S4, Shop Refuses to Pay for Repairs

by Chuck Martin, Net Future Institute

by Michael Fira, TopSpeed

Uber is planning to get its self-driving cars back on the road. A small number of autonomous vehicles is planned to resume onroad testing in Pittsburgh, PA, once

approved by the state. “While we are working to get back on public roads, we would never compromise on safety in order to get there,” an Uber spokesperson told me. “As we have said many times before, our return is predicated on successfully passing our rigorous track tests and having our letter of authorization from the Pennsylvania Department of Transportation in hand.” Uber halted its public trials following a traffic fatality involving an Uber self-driving car running in fully autonomous mode in Arizona. See Uber Plans, Page 28

Collision Repair Industry Associations Make 2019 New Year’s Resolutions by Chasidy Rae Sisk

Since the Babylonians began the tradition of making New Year’s resolutions over 4,000 years ago, people around the world have kicked off each new year by making a promise to improve some aspect of their lives. The collision repair industry is no different, and associations around the country have begun thinking about what they can do to improve their organizations in 2019. Fortunately, some of these industry leaders were willing to share their 2019

New Year’s resolutions with Autobody News. Increasing membership, expanding educational offerings and pursuing legislative initiatives were all largely important to associations and the industry in 2018. Collision repair professionals can anticipate seeing these efforts extend into 2019 with renewed vigor. Elijah Winans, board member of the North Carolina Association of Collision and Autobody Repair (NCACAR), would “like to see our membership, attendance See Resolutions, Page 32

All day, every day, we have to agree with forms online that are too long to be worth reading. Much in the same way, we often fail to read contracts in real life; however, this could have costly consequences. Take a man who brought his Audi S4 to a body shop for repairs only for an employee to wreck it and then refuse to pay for the damages. Apparently, the client had signed a contract that exempted the shop from having to pay for any damages that occurred while the car was in its care. However, the owner has since sought legal help as he aims to some-

how get the body shop to pay for the gross negligence. It’s not the first time that we’ve heard about a customer handing his car over in good faith to an auto body repair shop thinking that he’ll get it back in better condition than it was in when he left it. Instead, through the carelessness—or utter recklessness in this case—of the staff, the car ends up damaged or nigh on destroyed. Who is to blame if that happens? You’ll be quick to point fingers at the shop, but you may be in for a surprise. Vincent Hansen took his Audi S4 to Titan Motorsports in Orlando, FL, to have it upgraded with some See Refuses to Pay, Page 6

Holidays Holidays y Caliber Collision, ABRA (Auto Body Repair of America) To Merge Caliber Collision (“Caliber”) and ABRA Auto Body Repair of America (“ABRA”) recently announced a definitive merger agreement that brings together the companies’ teams, brands and operations to better serve their customers and insurance clients. The combination joins two complementary leaders in the $47-billiona-year collision repair industry. “This combination will allow us to offer even greater satisfaction for our valued customers and insurance clients while creating new opportunities for the talented teammates of both companies,” said Steve Grimshaw, Caliber Chief Executive Officer. “With more than 1,000 stores in 37

states and the District of Columbia, we look forward to providing customers and insurance clients with the flexibility and convenience that come with the broadest geographic coverage in the United States and a full suite of services.” The combined company will offer customers and clients a single solution with more offerings, including dedicated non-drive, express and aluminum-certified and high-line repair centers. Customers will also benefit from increased choice, as substantial opportunities exist to expand the companies’ offerings, such as glass, mechanical, diagnostic See Caliber Collision, Page 10



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P.O. BOX 1516, CARLSBAD, CA 92018



JANUARY 2019 AUTOBODY NEWS / autobodynews.com



AASP/NJ Members Learn About Digital

AASP National Elects New Executive Board

Crews Battle Fire at Hartford, CT, Auto Body Garage . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 CT Auto Body Shops Busy Following Winter Storm Zoe . . . . . . . . . . . . . . . . . . . . 10 MD Collision Repair Students Receive New Cars to Practice Their Skills. . . . . . . . . . 9 Simulator Helps Collision Repair Students in Plymouth, MA . . . . . . . . . . . . . . . . . . . . . 16 Sisk - ABAC Meeting Features GM Presentation on ADAS Systems’ Comprehensive Information . . . . . . . . . . . . 26 Uber Plans Scaled-Down Self-Driving Car Tests in PA . . . . . . . . . . . . . . . . . . . . . . . 1 Young Greek American Builds Body Shop Empire in Upper Darby, PA . . . . . . . . . . . . . 22

AkzoNobel Turns Over Keys for Refurbished Car Program to NABC Recycled Rides . . . . . 68 Axalta Increases ColorNet User Productivity . . 34 CAA Meeting Discusses New BAR Regulations, QC App, Counterfeit Parts . . . . . . . . . . . . . . 12 Caliber Collision, ABRA Auto Body Repair of America To Merge . . . . . . . . . . . . . . . . . . . 1 Certified Collision Group Adds 132 Locations in 2018 . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Collision Repair Industry Associations Make 2019 New Year’s Resolutions . . . . . . . . . . . . 1 David Rogers Is the 2018 BodyShop Business/ASE Master Collision Repair & Refinish Technician . . . . . . . . . . . . . . . . . 34 DE Pathways Grants To Support High School Career Programs. . . . . . . . . . . . . . . . . . . . . . 8

COLUMNISTS Anderson - A Reasonable Price for a Vehicle Scan Depends on What You’re Including . . . 50 Attanasio - Are You Forgetting About Half Your Customers by Not Catering to Women? . . . . . . . . . . . . . . . . . . . . . . . . . . . 66 Ledoux - The 1960s – Associations, Leaders and Poor Management . . . . . . . . . . . . . . . . 36 Phillips - AkzoNobel Performance Group Highlights Importance of Working on Business, Not in Business . . . . . . . . . . . . . . 48 Phillips - How to Prepare and Negotiate Better Deals With Industry Partners . . . . . . . 44 Phillips - SCRS Red Carpet Awards Breakfast at SEMA Recognizes Collision Industry . . . . 62 Phillips - Subaru of America Prepares to Launch Its Certified Collision Center Network Program . . . . . . . . . . . . . . . . . . . . 56 Sisk - ARA Hosts Magical 75th Annual Convention and Exposition . . . . . . . . . . . . . 60



During SEMA . . . . . . . . . . . . . . . . . . . . . . . 34

FL Body Shop Worker Crashes Customer’s Audi S4, Shop Refuses to Pay for Repairs . . . 1 GM To Cut Work Force, Halt Production at Multiple Plants . . . . . . . . . . . . . . . . . . . . . . 68 IAA Announces Opening of New Flint, MI, Branch . . . . . . . . . . . . . . . . . . . . . . . . . . . . 64 I-CAR, CREF Award TX Auto Collision Program With Laptops. . . . . . . . . . . . . . . . . 24 JTA Joins FL Polytechnic University on Driverless Vehicle Research . . . . . . . . . . . . . 4 Kyle Tucker Named 2018 SEMA Battle


Marketing at Nov. Meeting . . . . . . . . . . . . . 10

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Accuvision-3D . . . . . . . . . . . . . . . . . . . . . . . 10

Lexus Wholesale Parts Dealers. . . . . . . . . . . 68

Acura of Westchester . . . . . . . . . . . . . . . . . . 48

Long Automotive Group . . . . . . . . . . . . . . . . 53

Alloy Wheel Repair Specialists, LLC. . . . . . . . . 9

Lynnes Auto Group . . . . . . . . . . . . . . . . . . . . 37

Atlantic Hyundai. . . . . . . . . . . . . . . . . . . . . . 46

Malouf Chevrolet-Cadillac . . . . . . . . . . . . . . 44

Audi Wholesale Parts Dealers. . . . . . . . . . . . 61

Matrix Automotive Finishes . . . . . . . . . . . . . 11

AutobodyLaw.com . . . . . . . . . . . . . . . . . . . . 30

Mazda Wholesale Parts Dealers . . . . . . . . . . 50

AutoNation Collision Parts . . . . . . . . . . . . . . 23

McGovern Chrysler-Jeep-Dodge-Ram . . . . . 12

Axalta Coating Systems . . . . . . . . . . . . . . . 2, 6

Mercedes-Benz of Atlantic City. . . . . . . . . . . 45

Bical Auto Mall . . . . . . . . . . . . . . . . . . . . . . . 47

Mercedes-Benz of Fort Washington . . . . . . . 45

BMW Wholesale Parts Dealers . . . . . . . . 54-55

Mercedes-Benz of Paramus . . . . . . . . . . . . . 24

Cadillac of Mahwah . . . . . . . . . . . . . . . . . . . 33

Mercedes-Benz of West Chester . . . . . . . . . 45

Central Avenue Chrysler-Jeep-Dodge-Ram . . 20

Mercedes-Benz of Wilmington . . . . . . . . . . . 40

Certified Automotive Parts Association . . . . . 18

Mercedes-Benz Wholesale Parts Dealers . . . 63

Cherry Hill Dodge-Chrysler-Jeep-Ram . . . . . 32

MINI Wholesale Parts Dealers. . . . . . . . . . . . 56

Classifieds . . . . . . . . . . . . . . . . . . . . . . . . . . 70

Mitsubishi Wholesale Parts Dealers . . . . . . . 68

Collision Equipment Consulting, Inc.. . . . . . . 34

MOPAR Wholesale Parts Dealers. . . . . . . 42-43

Colonial Automotive Group . . . . . . . . . . . . . . 41

New Holland Chrysler-Dodge-Jeep-Ram . . . 16

Criswell Chrysler-Jeep-Dodge-Ram . . . . . . . 26

Nissan/Infiniti Wholesale Parts Dealer . . . . . 60

Dent Fix Equipment . . . . . . . . . . . . . . . . . . . 19

Northstar Kia . . . . . . . . . . . . . . . . . . . . . . . . 48

Dent Magic Tools . . . . . . . . . . . . . . . . . . . . . 18

Nucar. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 51

Eckler’s Automotive . . . . . . . . . . . . . . . . . . . 31

Porsche Wholesale Parts Dealers . . . . . . . . . 59

ECS Automotive Concepts . . . . . . . . . . . . . . 36

Pro Spot. . . . . . . . . . . . . . . . . . . . . . . . . . . . 71

Empire Auto Parts . . . . . . . . . . . . . . . . . . . . 36

RBL Products . . . . . . . . . . . . . . . . . . . . . . . . 13

Equalizer Industries, Inc . . . . . . . . . . . . . . . . 21

Robaina Industries, Inc. . . . . . . . . . . . . . . . . 35

Flemington Auto Group. . . . . . . . . . . . . . . . . . 5

SATA Dan-Am Company. . . . . . . . . . . . . . . . 29

Ford Wholesale Parts Dealers . . . . . . . . . . . . 65

Schultz Ford. . . . . . . . . . . . . . . . . . . . . . . . . 58

Fred Beans Parts . . . . . . . . . . . . . . . . . . . . . 72

Security Dodge-Chrysler-Jeep-Ram . . . . . . . . 7

GM Wholesale Parts Dealers. . . . . . . . . . . . . 57

Spanesi Americas . . . . . . . . . . . . . . . . . . . . 15

GYS Welding USA . . . . . . . . . . . . . . . . . . . . . 30

Subaru Wholesale Parts Dealers. . . . . . . . . . 64

Healey Brothers . . . . . . . . . . . . . . . . . . . . . . 17

Symach . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8

Honda-Acura Wholesale Parts Dealers . . . 38-39

Tasca Automotive Group. . . . . . . . . . . . . . . . 49

Hyundai Wholesale Parts Dealers . . . . . . . . . 62

Toyota Wholesale Parts Dealers . . . . . . . . . . 66

Infiniti of Norwood . . . . . . . . . . . . . . . . . . . . 52

VIP Honda . . . . . . . . . . . . . . . . . . . . . . . . . . 27

JiffyJump.com . . . . . . . . . . . . . . . . . . . . . . . 22

Volkswagen Wholesale Parts Dealers . . . . . . 69

Kia Motors Wholesale Parts Dealers . . . . . . . 67

Westbury Jeep-Chrysler-Dodge-Ram-SRT . . 25

Killer Tools & Equipment Corp. . . . . . . . . . . . 14

YesterWreck. . . . . . . . . . . . . . . . . . . . . . . . . 28

of The Builders Winner . . . . . . . . . . . . . . . . 28 Martin Senour Introduces Pro Filler Body Filler . . . . . . . . . . . . . . . . . . . . . . . . . 58 Polyvance’s New Tool Aids in Removing Dents . 33 Samsung Ponders Training Self-Driving Cars With Brain Waves . . . . . . . . . . . . . . . . . 4 Tariff Rate Increase Put on Pause Amid New Discussions. . . . . . . . . . . . . . . . . . . . . 53 Will NACE Make a Comeback? . . . . . . . . . . . . 18

autobodynews.com / JANUARY 2019 AUTOBODY NEWS


Samsung Ponders Training Self-Driving Cars With Brain Waves by Daniel Golightly, Android Headlines

Samsung’s efforts in the self-driving automotive industry appear poised to continue growing, based on a recent patent for a new autonomous driver training model published by WIPO. The patent itself applies primarily to an “apparatus” and methodology for training a self-driving vehicle’s AI that utilizes machine learning and a combination of human driver metrics and traditional sensor information. The data for the former is tracked and pulled from several sources within the vehicle itself while a human is in control; that includes information such as grip strength and positioning taken from the steering wheel and brake or throttle pedal movement. However, it also seems to include headset-gathered metrics, with Samsung explicitly indicating measurements taken via eye-tracking and a brain-wave electrocardiogram. The former of those is self-explanatory, but the latter is more closely related to and encompasses technologies more often associated with EKG, ECG or EEG measurements taken in a medical setting. Samsung’s description of the ap-

paratus indicates that the electrocardiogram information would be used to assess the changes in a driving environment and dangerous driving circumstances in combination with those other metrics. However, it would also be compiled with the driver’s use of turn signals and their “manipulation” of the vehicle’s horn, stereo or other instruments in order to build a set of patterns in driving behavior to start from and improve on. That would be further underscored by metrics gathered from cameras, LiDAR, radar and navigation data in order to compile a more complete picture from which to create an autonomous driving model for the AI to work with. Background: Although Samsung recently started filling out its portfolio in terms of AI automotive innovations, technologies and platforms, this is a relatively big step for the company. Previously, the vast majority of its ambitions could summarily be collected under the umbrella of “supportive” technologies. For example, at CES 2018 in January, the company introduced a new series of self-driving technologies that sought to make the industry more modular. To that end, the ‘DRVLINE’ platform encom-

passed both hardware and software but could be put together piecemeal and was intended for use by current OEMs in the automotive industry and service industries rather than meant for use by Samsung to create its own vehicles. For the most part, all of its technologies and press releases have centered around a similar concept, building solutions that align with the self-driving vehicle industry without taking on the tasks of building out its own subsidiary to become an active manufacturer. Bearing that in mind, the company has also applied for and received an autonomous vehicle testing license in its home country. Specifically, that was awarded way back in mid-2017, but that doesn’t mean this new patent isn’t geared in the same direction. In fact, this may be among the first indications that Samsung wants to do far more than simply provide components and associated software for others in the race for AI vehicle dominance. Instead, if it puts these patents into place, the company may be preparing to compete more directly with companies such as Alphabet’s Waymo, which builds its own systems for use with another manufacturer’s vehicle platforms

JTA Joins FL Polytechnic University on Driverless Vehicle Research by Bill Bortzfield, WJCT

The Jacksonville, FL, Transportation Authority is continuing its push into the world of autonomous vehicles with a new alliance. JTA is joining forces with Florida Polytechnic University’s Advanced Mobility Institute, which focuses on advancing and testing driverless transportation.

This video screengrab shows a conceptional rendering of the U2C autonomous vehicles that are planned to replace the existing Skyway. Credit: JTA

“AV technology holds great promise for the whole transportation industry, but it’s very likely that public transportation will take advantage of it before the generic passenger car 4

marketplace,” said Rahul Razdan, senior director for special projects at Florida Poly, located in Lakeland. “At the Advanced Mobility Institute,

street level, expanding the system to the sports complex, Riverside, San Marco and Springfield. “JTA is excited to collaborate with Florida Polytechnic University to explore autonomous vehicles and connected vehicle technologies,” said Nat Ford, CEO of the JTA. “Florida Poly and its Advanced Mobility Institute are strong scientific advisors in this ground-breaking technology.” JTA is calling the Skyway modernization project the U2C, which stands for JTA tested this autonomous electric vehicle in June. Ultimate Urban Circulator. Credit: Joslyn Simmons, WJCT News The U2C ties into a larger we pay particular attention to the project with several agencies to turn Florida industries that can absorb this Bay Street in downtown Jacksonville into an “innovation corridor.” It would technology earlier.” The mutual agreement includes bring together a series of cameras, senfostering the development of AV tech- sors and autonomous vehicles to imnology in downtown areas, university prove traffic flow and improve safety. JTA and other local agencies are campuses and other controlled setpursuing a $25 million federal grant to tings. That in turn dovetails with JTA’s help turn the program into a reality. As part of the project, JTA has plan to modernize and expand the Skyway with autonomous electric ve- been testing driverless EVs on a test hicles that would run on existing ele- track it built that runs next to Metrovated Skway tracks as well as on politan Park near Bay Street. Called

JANUARY 2019 AUTOBODY NEWS / autobodynews.com

rather than selling them to the OEM. Impact: Setting that aside, most autonomous training programs depend primarily on the use of LiDAR, radar and cameras coupled with accurate mapping data and hundreds of thousands of miles of test driving. Ordinarily, the AI is accompanied by a human driver just in case the system fails to respond or any softwarerelated issues arise. Samsung’s concept approach is different in that it combines those with a direct real-time analysis of a human driver, going as far as reading their brain waves. While there are a lot of obvious ways that that could go horribly wrong, it may provide autonomous drivers with a much better way to handle non-autonomous vehicles sharing the roadway. Moreover, it could help improve a self-driving vehicle’s “situational awareness” and improve how other unknowns in an environmental setting are responded to if Samsung chooses its human drivers responsibly and carefully. We thank Android Headlines for reprint permission. https://www.android headlines.com/2018/11/samsungself-driving-cars-training-brainwaves.html

the AV Test & Learn Track, JTA has also on occasion offered test rides to the public to show off the potential of driverless vehicles. JTA has also announced another testing phase that will convert a portion of the existing Skyway between Jefferson Street station and its underconstruction transportation center into an elevated test track for autonomous vehicles.

JTA shows off one of its driverless EV test vehicles. Credit: JTA

“We’re excited to collaborate with the Jacksonville Transportation Authority, sharing with them our scientific research and expertise on autonomous vehicle technology,” said Florida Poly President Randy Avent in an email to WJCT News. We thank WJCT for reprint permission.

autobodynews.com / JANUARY 2019 AUTOBODY NEWS


Crews Battle Fire at Hartford, CT, Auto Body Garage by Corey Pollnow, WFSB-TV (Channel 3 News)

Crews battled a fire and heavy smoke at an auto body garage in Hartford, CT, on Dec. 1.

Crews battled a fire and heavy smoke at an auto body garage in Hartford on Dec. 1. Credit: WFSB

Firefighters responded to Milton’s Auto at 3430 Main Street just after 4 p.m., according to Deputy Chief Cucuta. All hands were working, and Cucuta said the fire was knocked down around 5 p.m. The fire caused the commercial building to partially collapse. Crews extinguished hot spots and will work on the overhaul phase. No injuries were reported. We thank WFSB-TV (Channel 3 News) for reprint permission.


Continued from Cover

Refuses to Pay

aftermarket parts. Just a couple of days later, Hansen headed back to the shop to retrieve his prized possession. All seemed normal up until this point. Moments later, “the phone at the shop rang, and the news was, ‘Hey, we don’t really know how to tell you this, but your car was just in an accident around the corner from the shop,’ and I was like, ‘Is this a joke?’” Hansen said to WESH 2 News. “Accidents happen,” thought Hansen as he heard the news. After all, the employee was at fault for crashing into an oncoming car after making an illegal U-turn. He even received a ticket at the scene of the accident. Hansen’s universe shattered again moments later when he came to the realization that some paperwork that he’d signed prior to leaving the car at Titan Motorsports absolved the body shop of any liability if something happened to the car while it was in its care.

JANUARY 2019 AUTOBODY NEWS / autobodynews.com

“It was, ‘Hey, you know, you have insurance for your car, and you should open up a claim under your policy,’ and that really didn’t make sense to me,” Hansen said. Apparently, Titan actually refused to send Hansen’s insurance company its insurance information, as “our terms and conditions clearly state who’s responsible for the damage,” according to Nero Deliwala, the owner of Titan Motorsports. A judge who was asked about the matter by WESH 2 News argued that the body shop wasn’t in the wrong. “The auto body shop can make the argument that they are not responsible to pay for those damages. Which really brings us to a consumer beware. Before you leave something at an auto body shop, be sure you know what you’re signing away,” the attorney said. Hansen’s view is that since the body shop’s employee was found at fault for the crash, the contract he signed should be considered null and void. According to information found on freeadvice.com, the body shop’s insurance policy pays for damages

unless the event that led to the car being damaged wasn’t random and impossible to predict by the staff. There’s also another scenario where the body shop is exempt from paying a dime, and that’s where Hansen’s story falls. It’s all about what you sign, and if you sign a hold harmless agreement, what you’re basically saying is that “you will not hold the auto repair shop liable for anything that happens to your car while it is there. Once signed, a hold harmless agreement, which can be as small as one or two sentences in fine print found at the bottom of a repair agreement, releases the auto repair shop from any liability.” For a court case against a reluctant body shop to stand, you must be able to prove that you didn’t sign the kind of agreement that Hansen did. So, in other words, his chances are slim at best. Let this be a warning to all of you out there who hush through paperwork without giving everything a second look. We thank TopSpeed for reprint permission.

autobodynews.com / JANUARY 2019 AUTOBODY NEWS


DE Pathways Grants To Support High School Career Programs by Submitted News, Dover Post

Delaware Gov. John Carney announced on Nov. 14 more than $438,000 in federal grants to expand high school career pathway programs. The statewide Delaware Pathways initiative aims to prepare students to excel in key areas that offer good job opportunities in today’s economy. Carney joined Sussex Technical High School students and administrators in the school’s automotive technology shop to announce the 42 awards, which will benefit 20 districts or charter schools across the state. Sussex Tech is using its grant to support its new automotive technology career pathway, which provides youth with the opportunity to earn a pre-apprenticeship certificate from the Delaware Department of Labor, the National Institute for Automotive Service Excellence entry-level certification, the ASE G1 certification and college credits through Delaware Technical and Community College. This type of pre-apprenticeship program is the first such offering in Delaware.


“Expanding our Pathways programs will help more Delaware students prepare for successful careers and help Delaware compete in an economy that is changing every day,” said Carney. “We remain focused on making sure that all Delaware students have an opportunity to succeed and to contribute to our state’s success. Skills training programs like those offered at Sussex Tech and at districts and charters statewide will help us achieve those goals, and I am excited to announce this new step forward today.” “I.G. Burton is excited to partner with the state and our school districts to expand relationships with employers and ensure youth have the opportunity to apply their skills in the workplace. These partnerships help students graduate with the skills Delaware’s employers need in the workplace,” said Lester Guyer, assistant service director at I.G. Burton. “Congratulations to Sussex Tech for helping to grow our auto industry—and for helping youth build the automotive technology skills needed to be employed through classroom instruction and work-based learning experiences.”

JANUARY 2019 AUTOBODY NEWS / autobodynews.com

Grant funds are used by school districts and charter schools to implement career and technical education programs as part of a larger state effort to connect the public education system, post-secondary institutions and employers. Students take hours of specialized instruction and handson training in their pathways, giving them the opportunity to graduate with work experience, college credit and industry credentials that are relevant to those industries. As a result, students receive a head start on getting a job and earning a degree. The program currently serves more than 12,000 students enrolled in 20 career pathways programs across 16 comprehensive school districts, three technical school districts and 10 charter districts, in addition to serving youth at Cleveland White and the Ferris School. By 2020, Delaware aims to enroll more than 20,000 students—half of the state’s public 9th—12th grade population—in career pathways that lead to in-demand jobs and will work across secondary and postsecondary education systems so that more than 7,500 students are actively engaged in work-based learning placements

in partnership with Delaware employers. Pathways are developed in partnership with Delaware employers and institutions of higher education. The Department of Education provides curriculum support for each pathway as well as training for teachers to implement the coursework. In addition, the department is working with Delaware colleges and universities so students who complete the new programs will be eligible for college credit at one or more institutions of higher education in the state. School districts use funding in various ways to support students and staff and to provide the services and materials required to offer advanced coursework and hands-on training opportunities with Delaware employers. We thank Dover Post for reprint permission.



Autobody News

MD Collision Repair Students Receive New Cars to Practice Their Skills by Jacqui Atkielski, The Enterprise

Practice makes perfect when repairing vehicles. Students who want to work in the auto industry now have two more cars to work on at the Dr. James A. Forrest Career and Technology Center in Leonardtown, MD. Emily Cunningham and Kyle Carranza, local State Farm insurance agents, met on Nov. 8 with teacher Mike Stevens, students and school administrators to donate two 2008 Nissan Altima vehicles to the center’s auto repair and refinishing classes to assist in the school’s collision repair training program. Both of the vehicles had been declared totaled prior to being donated, Cunningham said. Ann Johnson, the school’s vocational support and teacher-in-charge, said students can apply the skills they learn at the Forrest center classes “to real-world collision issues.” “We’re extremely fortunate [the insurance company] thought of us when they made their donation,” she said. She said “safety is key” in any of the classes offered at the center. First-year students attending the auto

repair and refinishing classes learn the basics before working with their hands on projects, she said, adding that students in the third year of the program can bring in their own vehicles to work on.

Great Mills High School senior Dylan Nickless, center, looks under the hood of one of the donated vehicles Nov. 8 while Leonardtown High School senior Dylan Farrell, right, reaches for a part sticking up out of the engine block and other students at Dr. James A. Forrest Career and Technology Center look on. Credit: Jacqui Atkielski, The Enterprise

Chopticon High School senior Caleb Hare said “it was nice” for the cars to be donated to the program because students “get to learn [about] different models [and] different accidents because nothing is ever the

same.” He said he enjoys participating in the auto repair and refinishing classes because they offer “a lot of hands-on activities [and] you’re not sitting at a desk.” A hopeful auto mechanic, Hart said he has learned more about the tools used in the industry. Leonardtown High School senior Dylan Farrell said he was “looking forward to learning” more about the later model vehicles and eventually working in a family friend’s auto repair shop. Great Mills High School senior Dylan Nickless said he enjoys what he’s learning in the auto refinishing program. He said “it’s a nice hobby to fall back on” if his wrestling dreams don’t take off. Stevens said “it’s awesome” for the students to get their hands on the later model vehicles. He said anyone is welcome to donate cars and trucks to the program. “The more we can get, the better so they can learn the tech,” the teacher said. He said the auto repair and refinishing program will also fix up vehicles brought to them for a small fee. “We only charge for materials,

and the labor is free,” he said. With advancements in vehicle technology—like high-strength steel, sophisticated electronics and multiple airbag systems—knowing where and how to efficiently hone repair skills on later model vehicles provides the best training outside the classroom, Dwayne Redd, State Farm public affairs specialist, said in a release. Vehicle donations like these provide “a valuable hands-on opportunity to practice techniques specifically on newer and more intricate model vehicles,” the release stated. Redd said in the release that with “limited budgets, schools welcome the opportunity to receive additional practice, especially on newer vehicles equipped with the most current systems. This handson practice enables students to best prepare for their future in the automotive field.” Cunningham said, “We’re happy to do … anything we can to give back locally [and] to further the education” of students seeking to work in auto repair. We thank The Enterprise for reprint permission.

autobodynews.com / JANUARY 2019 AUTOBODY NEWS


Continued from Cover

AASP/NJ Members Learn About Digital Marketing at Nov. Meeting by Chasidy Rae Sisk

On Nov. 14, AASP/NJ members welcomed B2B Automotive’s Michelle Nelson for an interactive presentation on marketing strategies during the association’s meeting at Innovative Solutions & Technology (ISAT) in Lincoln Park, NJ. “It was a great presentation. Michelle covered everything we need to focus on as technology continues to evolve. The information she shared was needed and well-received,” shared AASP/NJ President Jerry McNee. “It was quite a shock to see that online posts can really generate a substantial amount of attention. It’s important to know about this end of the business. Shops need to capitalize on it and use it to their advantage.” Nelson, who is known around the country for her engaging seminars, discussed the important role that marketing plays in running a successful business. Although Nelson talked about how OEM certification and DRP relationships can

aid with increasing business, she stressed the importance of shops building their presence through their own marketing strategies rather than relying on outside parties to generate more customers. Nelson’s overview focused on the types of strategies that collision repair facilities can use to generate more business, engage more with customers and promote their brand with consistency. She explained, “Shops need to be consistent across the board with their logos, names and how they position themselves on social media.” Emphasizing the importance of developing a strong online presence, Nelson demonstrated the use of Google Analytics and other tools. She also explained how to maintain a positive online reputation by responding effectively to reviews, whether favorable or not. The event also included ISAT team members demonstrating Spanesi and Pro Spot equipment. For more information on AASP/NJ, visit aaspnj.org.

Caliber Collision

scanning and calibration services and the broadest network of OEMcertified locations in the U.S. Grimshaw continued, “We plan to maintain all existing centers from both companies as we develop and execute a plan to work smarter, generate growth, offer expanded services, drive operational excellence and reward talent across the organization. Recognizing the critical importance of top talent to our success, we will be retaining all teammates in the field at both Caliber and ABRA centers, and we look forward to creating a culture that supports our teammates as they expand their careers across a larger organization, accelerated by industry-leading development programs.” “Our industry becomes more complex every year,” said ABRA CEO Ann Fandozzi. “The combined company will invest in the equipment, training and technologies that will allow our teammates to build their careers while continuing to meet

and exceed our customers’ needs for years to come.” Both companies remain completely committed to serving valued insurance clients through the companies’ partnership programs while maintaining and expanding strategic relationships with a single point of contact.The company is also committed to continuing to serve ABRA’s 59 franchisees with an even greater level of attention. The transaction is expected to close in early 2019. Grimshaw will lead the combined company. During the transition, customers and insurance clients should expect to see no disruption to the service and repairs they receive at both companies. Terms of the transaction were not disclosed. As part of this transaction, private equity firm Hellman & Freidman LLC—ABRA’s majority shareholder since 2014—will become the majority shareholder of the combined company. Both OMERS and Leonard Green & Partners, L.P. (LGP) will remain significant minority shareholders in the combined company. OMERS currently owns a majority stake in Caliber and LGP owns a minority stake.

CT Auto Body Shops Busy Following Winter Storm Zoe by Susan Raff and Olivia Lank, WFSB

The commute home in Middletown, CT, on Nov. 16 was a lot easier than it had been on Nov. 15. On Nov. 15, there were plenty of accidents, and auto body shops were busy. Auto body shops are usually busy after a storm, and this storm came a bit early. “When you look at it, you can see this is all pushed in, this needs a whole new quarter panel, and if you look at the tire, it’s not sitting properly; it’s kicked in, so this has suspension damage. It needs a wheel [and] a tire,” said Patty Thibodeau, Victor Auto Body Works. This was the first car towed into Victor Auto Body in Middletown, one of many casualties from the Nov. 15 storm. The front of the car was worse. The radiator and other things under the hood were damaged.



“I think this car is going to be totaled,” said Thibodeau. The storm packed a punch and was an early one.

Auto body shops are busy with repairs following Winter Storm Zoe. Credit: WFSB

“Rule of thumb: Give yourself room. If you need to break, you are not going to stop on a dime,” said Thibodeau. It’s not even winter yet, and some are having a rough start. We thank WFSB for reprint permission.



JANUARY 2019 AUTOBODY NEWS / autobodynews.com

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CAA Meeting Discusses New BAR Regulations, QC App, Counterfeit Parts by Victoria Antonelli

On Wednesday, Nov. 7, the California Autobody Association (CAA) Los Angeles and Orange County chapters met at Fix Auto Anaheim North in Anaheim, CA, to discuss recent confusion about OPT-OEM parts. The meeting kicked off with registration and a meet-and-greet from 5:30 p.m.–6 p.m., followed by a TexMex style dinner from 6 p.m.–6:30 p.m. Around 75 people attended from across Southern California. A little after 6:30 p.m., Melanie Allan, CAA Los Angeles president and VP of business development and sales at Craftsman Collision in Long Beach, read the rules and regulations and introduced the four speakers. MyQCIQ App David Caulfield, who hosted the meeting at his Fix Auto Anaheim North shop, took the microphone first. He discussed his 43 years of experience and how recurring industry issues compelled him to strike out on his own and open the 23,000-square-


foot specialized collision services center in February 2018.

MyQCIQ app

“I’m trying to turn the tide in the collision repair industry; I’m on your side,” David said to the collision shop owners. “I didn’t want to do it the old way anymore. Too much time has been wasted sitting at the roundtable discussing the same topics— KPIs, profitability, tech shortages, financial issues, etc. “The only way to stop living in yesterday is to leave the traditional shop thinking behind and tackle

JANUARY 2019 AUTOBODY NEWS / autobodynews.com

these problems head-on, creating the body shop of the future. Shop owners need to stop fearing change and start embracing it.” He went on to say that his number-one priority is sustained cleanliness. He explained that employees can’t function properly in clutter, so in his shop there is no clutter, no dust and no chemical smells. “Cleanliness sells,” he said. “Our shop is just as spotless on any given day at 2 p.m. as it is for this meeting tonight.” He achieves this level of cleanliness daily by employing full-time, well-trained housekeeping personnel. “I wanted to change the game,” he said. “I owed it to myself, our customers, our insurance partners and our employees.” David also employs customer care “hostesses” who answer the phone, greet customers and walk them through their check-in, interim and check-out procedures. They are

the one and only point of contact at his shops. “The hostesses are energetic, social and empathetic when it comes to meeting my high customer service standards. They are often hired from other industries, so they don’t have the auto body mindset bogging them down,” he explained. “They are used to putting the customer and insurance partners first.” To reduce the risk and liability associated with inferior workmanship, each technician at David’s shop perfects one skill instead of being okay or good at several of them. “We have nine different departments making up the entire repair process,” he explained. “I went ahead and broke tradition on day one, and it has worked out exceptionally well.” He said technicians can become an expert in any skill set from structural to metal work with eight to 12 months of in-house training. “The new generations are not willing to put in the decades of training traditionally needed to become a technician,” he said. “They want to

autobodynews.com / JANUARY 2019 AUTOBODY NEWS


see the beginning and end of the requirements for the career they’re entering into, and we display that clearly.” He said his facility has addressed and implemented simplified processes for all KPIs. Therefore, life in the collision repair business has reached his desired expectations. “Work is fun again,” he said proudly. From parts being delivered on time by Uber drivers to vehicles smoothly transitioning from process to process with skate technology, David said his team is steadfast on changing the industry as we know it with new technologies, enhanced processes and a positive attitude. David’s brother, Bob Caulfield, also known as “The QC Guy”, took the microphone next to discuss and demonstrate a whole new approach to quality control. Bob is the business development manager for the myQCiQ.com app. “Given the complexity of today’s vehicles, it’s more important now than ever for shops to verify the quality of the products and services they sell,” Bob explained. “The use of old QC paper checklists to accomplish


this, often just pencil-whipped, isn’t photo of the correction and document working anymore.” the resolve type. Text alerts are autoDavid’s latest invention, myQ- matically sent to the technicians to CiQ, “The Modern Way to QC” for notify them of each pass/fail event. the collision industry, is a simple After all the repair lines have and easy-to-use yet powerful mo- been passed, the auditor is prompted bile QC tool that standardizes the to complete a list of customer care QC process. items in order to verify such items as “It empowers shops to quickly vehicle cleanliness and radio presets. and easily view, verify, track, grade When all items for the RO have been and report on the quality of the prod- passed, a customer quality checklist ucts and services they sell,” Bob said. is automatically generated to give to “RO/estimate data from the the customer and insurer, shop’s estimating/manageshowing them all the prodment system automatically ucts and services performed flows into the app, ready to on the vehicle. QC.” Bob said myQCiQ’s He added that myQCiQ powerful new “lists” feacurrently works with CCC ture allows for virtually unONE, CCC Secure Share™, limited SOP, vehicle make, Bob Caulfield, Mitchell RepairCenter and business development insurance carrier and other manager for the Mitchell estimating. vital types of lists to be myQCiQ.com app Bob demonstrated how added and verified. In addieasy it is to QC, line by line, with tion, the app also includes several myQCiQ. The app allows the auditor reporting options to help drive qualto pass or fail each line item on the ity control process improvements. RO. If the item doesn’t meet quality For more information, visit control standards, the app requires the myQCiQ.com or contact Bob “The user to take a photo of the failure and QC Guy” at 1-844-469-7247. document the reason. Once corrected, the app requires the user to take a New BAR Regulations

JANUARY 2019 AUTOBODY NEWS / autobodynews.com

The next speaker, Rob Wright, a Bureau of Automotive Repair (BAR) representative from the Riverside field office, began his portion by going over new documentation requirements effective as of Sept. 13, 2018. Wright stated that estimates, work orders and invoice changes can now be done electronically, which was previously prohibited. Also, listed parts on an estimate are assumed to be new unless stated otherwise. Crash parts are assumed to be OEM new, unless stated otherwise. Lastly, after a teardown, customers must be given an estimate. Wright summarized the BAR documentation requirements: 1. Estimate 2. Authorization 3. Diagnosis or Work 4.Invoice. Wright emphasized that the customer must be defined before beginning the repair process and that shop employees and/or insurance representatives cannot act as the customer. Also, the odometer reading and customer-requested repairs must be recorded before the customer signs/ authorizes an estimate. Wright said this is important because of warranty terms. The specific job, prices and

parts needed must also be itemized on work—before it is performed, even if the estimate. The only six legitimate, it’s being done for free. If the amount recognized terms for labelthe customer is being charged ing parts are: new, used, reincreases or the repair method built, reconditioned, OEM is changed, the estimate must new crash part and nonbe revised. OEM aftermarket crash part. For invoices, Wright Wright stated that the stated that parts and labor customer signature and date must be itemized in a way are required for authorizathat the customer can unRob Wright, tion. For oral authorization, derstand. All repairs and aua Bureau of the date, time, name, phone Automotive Repair thorizations must be noted number, additional costs and (BAR) representative on the invoice, as well as based in the reason must be included, and Riverside, CA, office any warranty terms. For for electronic authorization, proof of authorization, inthe date, time, name, phone number voices and other records need to be (able to receive texts) or email address kept for at least three years, and warare required. Shop employees must be ranties need to be stated in writing. able to prove that authorization came Wright also recommended that on esfrom the customer, unless a designee is timates, work orders, invoices, outassigned. If no authorization is obtained side parts purchase receipts and and recorded or they do not follow the sublet labor receipts, shops maintain estimate requirements, shop employees the same work order / RO number cannot proceed with the job because throughout the job, so all documents they technically have no contract. can be linked together with a unique Regarding work and diagnosis, identifier. Lastly, each customer needs Wright said that only estimated and a paper and/or electronic copy of the authorized jobs can be performed and invoice. that the customer must be made aware Wright ended his portion by exof any extra work—or a change in the plaining AB 2392, which is legislaoriginally estimated and authorized tion pertaining to towing and storage

fees effective Jan. 1, 2019. Wright stated that in the future, towing and storage fees must be reasonable, and rates must be comparable to those charged by the California Highway Patrol, local police and other local facilities. Unreasonable towing and storage fees include admin fees, filing fees, security fees, dolly fees, load and unload fees and pull-out fees. For further questions, industry members can visit BAR.CA.GOV. OE, Aftermarket, Gray and Counterfeit Parts William “Andy” Forsythe, brand protection for Nissan Group of North America (NNA), closed out the meeting by discussing the everconcerning issue of counterfeit parts in vehicles and the effort NNA has made to combat it. He started by defining three types of parts outside of OE genuine parts: aftermarket, gray market and counterfeit. “Aftermarket parts are marketed as a directed OE replacement; gray market parts are authorized and/or manufactured by a different country. Counterfeit parts may be faulty, unsafe parts marketed to mislead the

customer,” Forsythe explained. According to the Auto Care Association, in 2015 counterfeit car part sales raked in $143 billion globally. This number is expected to double by 2022. Forsythe stated that this issue began about 25 years ago when the Internet was born; therefore, one-onone transactions have been declining. “No one can check the inventory of a company on the other side of the globe,” said Forsythe. “Social media and the ability to easily pay for products online have also added fuel to the fire.” Forsythe added that advances in design and manufacturing technology have made it easier to replicate parts. “All counterfeit auto parts are potentially dangerous,” he explained. “Counterfeit components may fail at highway speeds, which may cause drivers to lose control of their vehicles.” Forsythe stated that 17 states have passed laws making it illegal to knowingly install counterfeit airbags in vehicles. See New BAR Regulations, Page 28

autobodynews.com / JANUARY 2019 AUTOBODY NEWS


Simulator Helps Collision Repair Students in Plymouth, MA by Rich Harbert, Wicked Local Plymouth

Virtual reality is shaping post-graduate reality for students in the vocational technical studies program at Plymouth South High School in Plymouth, MA. With the help of a state capital skills grant, students in the school’s automotive collision program can strap on goggles, grab a wand and practice the basics of auto painting without the financial and environmental costs of using real paint.

Plymouth South High School senior Paige Figueroa checks out her score after spraypainting a car door using her school’s SimSpray paint training simulator. Credit: Rich Harbert, Wicked Local photo

Their Simspray trainer is one of only 400 in use in the entire country. Most are in corporate-funded training centers. Some technical colleges don’t even have them. But the red machine in the corner of Chris Baker’s collision repair classroom is making a difference for high school students such as Paige Figueroa, who plans to open her own auto body paint shop after graduating. Figueroa is one of the nearly 30 students in the auto collision program whose school day revolves around her time on the simulator. “It’s like playing a video game,” she said. “You just want to keep getting a better score.” Baker and his automotive staff at the school received the simulator this fall and trained with the professional auto painter who programmed it. Even he could not score 100 percent, Baker noted. Students such as Figueroa are required to score regularly in the 80th percentile before they are allowed into the shop’s spray booth to work with real paint. Figueroa quickly mastered painting doors panels, scoring an 16

efficient 84 in a recent demonstration. But she needed to work on the trickier contours of a front bumper, scoring only a 59 in her first pass. Baker, who has painted thousands of cars, suggested ways she might improve the score, but left the actual method to Figueroa to discover on her own through trial and error. Every painter has his or her own technique, he noted, and the simulator provides plenty of feedback for students to draw their own conclusions. Under the goggles, the student sees the project to be painted along with the tip of the spray gun and paints by squeezing the trigger of the spray gun. The simulator’s computer screen shows the progress and records a slew of information about coverage, angle, speed, waste and dripping. The computer can be synced to white boards so an entire class can follow the progress. Or students can individually monitor their technique. The simulator cost $57,000 and was paid for by the state capital skills grant program that looks to encourage students to pursue careers in emerging trades with high demand and good income potential. “The thing with virtual reality that’s key is that kids can learn all the muscle memory that it takes to paint,” Baker said. “There is a certain method that you use and a certain flow that happens, and that’s no different from throwing a baseball or shooting a basket or anything else. “The brain knows when you grab a basketball exactly how to position your hand to make a free throw. When you’re a painter, your hand knows automatically how to hold a spray gun, how far away to be and what distance to do it in an efficient fashion.” The problem most schools face is that teaching muscle memory can be expensive. Auto paint costs $60 to $80 a pint, so the district can really only use real paint when a customer is willing to front supplies for a project. “This sort of technology allows everyone to more forward at the same pace. You have to have a certain score to move on, and that score will say that you know how far away

JANUARY 2019 AUTOBODY NEWS / autobodynews.com

to be, you won’t get runs, you won’t get dry spots,” Baker said. The process is different for every student, Baker said, for just as there are natural athletes, there are natural painters too.

Different colors on the computer screen indicate where students have applied too much or too little paint while using the SimSpray virtual reality equipment. Credit: Rich Harbert, Wicked Local photo

“For some kids, it’s a week or two. Others work on it [for] the better part of the school year,” Baker said. “This allows them to work on it all the time and pick up with their score where they left off and just keep moving forward.” Baker said the simulator has

the added advantage of not requiring students to wait 25 minutes to let paint dry before adding another coat. With a slight change in color, students can apply coat after coat at will on the simulator. Baker and his staff are introducing the simulator to students in auto repair and auto collision classes to see if they have an interest in the field. Freshmen getting their first taste of the technical studies program use it as well during exploratory programs. Baker said the simulator is so successful that the department is considering looking into the purchase of a virtual reality simulator to help teach students how to weld. “These kids are going to be successful anyway, but what can you do to help?” Baker said. “I just look at it as making a good opportunity better.” We thank Wicked Local Plymouth for reprint permission.



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Will NACE Make a Comeback? by Gary Ledoux

For years, the National (then later the International) Autobody Congress and Exposition, better known simply as NACE, later combined with the Congress of Automotive Repair and Service, better known simply as CARS, had been the premier trade show for the collision industry. Driven by its sponsoring organization, the Automotive Service Association (ASA) the NACE show saw terrific growth in its early years, then fell into a long decline. For 2019, there will be no NACE show. So what happened? Founding and Growth Sponsored by the then-premier automotive repair organizations of their time, the Independent Automotive Service Association and the Automotive Service Councils, the first NACE show was held in November, 1983 at the Opryland Hotel in Nashville, TN. Prior to this time there had been a number of small, regional shows sponsored by local


autobody associations but this was the first show of its type on a national scale. The first show proved popular and exceeded expectations. NACE came along at precisely the right time in the evolution of the industry. In the summer of 1983, a spot survey of shops conducted by the trade media asked how many had attended a national or local trade show. Close to eighty percent had recently been to a trade show and over ninety percent had been in the past two years. Those that did attend said they wanted to look at the latest equipment and keep up on repair techniques and trends. Those that didn’t attend claimed there were no shows in their area, or they just didn’t have time to go—being so busy just to stay afloat. The first show saw 171 exhibitor booths and about 1,500 attendees. Reaching Its Peak In the early 80’s, shops were on a buying frenzy, securing new equipment to work on the new unibody cars and a trade show was the ideal

JANUARY 2019 AUTOBODY NEWS / autobodynews.com

place to see the equipment, talk with manufacturer reps, and network with other shop owners. Only two years later, in 1985, NACE attendees exceeded 4,000. In 1986, attendance exceeded 6,200 and by 1988, attendance broke 10,000. The last show of the decade saw over 15,000 attendees. The period of the 1980’s has been called an “awakening” of the industry where not only were shop owners interested in new equipment and technology—they wanted to know how to run a better, more profitable shop and NACE was leading the way. By now the show had over 400 exhibitors and all the training and seminar sessions were sold out. The 90’s saw continued grown with over 23,000 attendees in 1993. But by 1998, the party was over. The 1997 show held in Las Vegas saw almost 3,000 exhibitors and over 41,000 attendees. But exhibitors began to realize that the money they spent on lavish parties and “corporate entertainment” could be better spent on training seminars or other

initiatives that were more beneficial to the customer and the sponsoring company. From this point, the show saw a steady decline and the last two years only saw around 5,000 attendees per show.

NACE In Decline Over the years, several industry leaders have offered various reasons for NACE’s decline. It is quite probable that no one element was responsible, but a number of them mixed together in a toxic brew that combined over the years. A few include:

Political Differences – At one time, the NACE and SEMA shows were held at the same time (or overlapping days) in Las Vegas. An attendee could buy one plane ticket to Vegas, see both shows over the course of three or four days, have a good time, and optimize their travel budget. When NACE and SEMA separated, it disappointed both attendees and exhibitors. Environment – the equipment-

autobodynews.com / JANUARY 2019 AUTOBODY NEWS


buying frenzy of the 1980’s was over and the next “technology wave” including aluminum, ADAS systems, etc. had not yet hit.

Technology – With the advent and proliferation of the internet and industry communications, it was no longer necessary to travel to a trade show to see the latest equipment or network with other shop owners or industry people. Mis-Steps – On more than one occasion, exhibitors met with NACE management calling for reduced costs on floor space and amenities and/or more attendees. Exhibitors wanted “something different” to attract more people although they were not sure what “different” looked like. But each year, the show followed the same pattern. It seemed to exhibitors that show management either did not listen to the exhibitors, did not care, or simply did not know what to do. Exhibitors lamented that the show no longer “penciled out” – it no longer made sense to spend such a large amount of money to see a dwindling number of attendees.


Enter Automechanika Automechanika is known around the world as a premier producer of automotive-related shows holding events in such places as Dubai, Buenos Aries, Frankfurt, Istanbul, and Madrid to name a few. The shows purportedly are huge, eclipsing even SEMA/AAPEX, the largest automotive show in the US. On their entry into the US market, Messe Frankfurt President and CEO Dennis Smith noted, “We were asked by several leaders in the mechanical side of the business to bridge the relationship between manufacturers and shop owners—to have a show that addressed shop owners and was not a distributor show.” To that end, Messe Frankfurt joined forces with AdvanStar Communications and the first Automechanika show was held in Chicago in 2015, sans the NACE component. “There were some mis-steps, problems with conflicting dates with other industry events, and we learned a lot from that show,” said Messe Frankfurt’s Smith. For their next step, Messe Frankfurt joined in discussions with

JANUARY 2019 AUTOBODY NEWS / autobodynews.com

ASA management. No doubt, in an effort to boost show attendance and enhance the attendee experience, NACE and Automchanika joined forces for a combined show, first in Chicago in 2017 and again in Atlanta in 2018. Based on a December 2018 interview with Messe Frankfurt’s Smith, the majority of exhibitors attracted by Automechanika for the 2017 and 2018 shows were there for the purpose of branding their mechanical-oriented products to let the industry know they were available at their local supplier/jobber. However, other exhibitors brought in by Automechanika were looking for US distributors to carry their foreign-made, mechanical-oriented products. Some show attendees and long-time, traditional exhibitors were confused. Others were disappointed. Despite the combined efforts of ASA and Messe Frankfurt, and the introduction of a new show management company in 2014 (Stone Fort replacing longstanding Hanley-Wood), things didn’t improve. 2018 Show in Atlanta

Soliciting, via social media, comments from those who attended the last NACE show held in Atlanta in 2018, one manager with one of the larger MSO’s noted, “It was pretty bleak. There were maybe 75% less exhibitors in Atlanta than there were the year before in Chicago. Many of the top vendors weren’t there, opting to hold off until SEMA and a larger audience. NACE has become a minor-league player.” Again using social media, the 2018 NACE attendees were asked what they thought was the issue killing NACE, one equipment executive noted simply, “SEMA.” He went on, “The paint companies have pulled out of NACE, as have many of the larger supplier companies. Even 3M pulled out. The OE’s are largely gone. Some vendors had large booths but most of them are gone. There is no reason for the average shop to attended NACE anymore.” Other Shows Flourish NACEs decline was brought about for a number of different reasons as mentioned above, but not because the industry did not need a show. It

needed a show that was more relevant, a show that catered more to its constituents. The Specialty Equipment Market Association, better known as SEMA, had for years been the domain of the “go-fast, sound-loud, glistening-chrome” crowd. Its annual shows, which had grown to tens of thousands of people, dedicated a very small section to the collision repair industry only because it was such a “close cousin” to the hot-rod building community. In 2010, the Society of Collision Repair Specialists (SCRS) began to change that sponsoring the first Repairer Driven Education series. It was a 2-day event which expanded to 4-days the following year. In 2010 SCRS sponsored 24 total speakers. In 2018 SCRS sponsored 61 subject matter experts. Over the next few years, SCRS not only increased the education opportunities to shops but also increased their physical presence which led to more collision exhibitors joining the show. In 2010, the collision section of SEMA occupied only a small section of the Las Vegas Convention center’s North

Hall. The 2018 show saw the collision section covering half the North Hall and a large area of the newlyadded exhibit space in the Westgate Hotel. In 2017 and 2018, an estimated 10,000 collision-oriented attendees visited the collision area of SEMA, double the amount that visited NACE. Meanwhile, on the east coast, a regional trade show called the Northeast Automotive Services Show (later shortened to the Northeast Trade Show or NETS) presently held at the Meadowlands Convention Center in Secaucus, NJ had been around since the late 70’s. As a regional show sponsored by the New Jersey Autobody Association and later by AASP/NJ it drew a respectable crowd from New Jersey, New York, Pennsylvania and vicinity. The NETS only advertised within their immediate area and the show remained robust, but small. More prodigious growth would not come until 2014 when American Honda, and other OE’s began to support this growing show. NETS completely sold out of space in 2014 – and each succeeding year. While

NACE catered more to the executives of the industry, the NETS addressed the shop owners and technicians holding the show on a Friday night, Saturday and Sunday – time when most shop owners and techs were not on their production floor. In 2017, the NETS doubled in size and began a more concerted effort for training in cooperation with the Washington Metropolitan Auto Body Association (WMABA). The NETS had offered training and various seminars before but WMABA brought things to the next level. New and Improved for 2020 After a dismal showing in Atlanta in 2018, it looked like NACE was doomed to extinction. Long-time exhibitors were gone, OE’s and paint companies - the anchors of the show were largely gone. It was not unlike a huge shopping mall with the anchor stores shuttered. It seemed everyone stopped caring, and abandoned what had been the jewel of the industry. ASA and Messe Frankfurt officials knew changes had to be made.

“We need to hit the reset button,” said Messe Frankfurt’s Smith in a recent interview. “And we need time to do that. So we’ll take a break for 2019, and come back in 2020 with a whole new concept. We need to meet the needs of the traditional attendees. We have some ideas on how to do that. But we’re going to build our concept, then run it by some industry leaders to see what they think.” When asked if they will concentrate solely on the collision side of the business or engage more on the mechanical side, Smith said, “We will have a balance. There is a growing importance for the mechanical side of things in the collision business. Many shops perform their own mechanical repairs. Shops will have to perform an increasing amount of vehicle diagnostic scans and re-calibrations. That will require mechanical tools and training.” Calls to ASA for comment about the 2020 show went unreturned. After so many years of decline and neglect, revitalizing NACE will be a real challenge. One is reminded See NACE, Page 27

autobodynews.com / JANUARY 2019 AUTOBODY NEWS


Young Greek American Builds Body Shop Empire in Upper Darby, PA by David Bjorkgren, Special to Hellenic News of America and hellenicnews.com

A son made a promise to his dying father: He would take his business and turn it into an empire built on customer satisfaction. Today, 32-year-old Peter (Pete) Kathopoulis has made good on that promise. What started under his father as a single garage with one part-time employee has turned into a thriving collision repair business. Modern Auto Crafters at 7027 West Chester Pike in Upper Darby, PA, is now considered one of the largest facilities in the area and staffs numerous employees to keep up with production. And they’re not done yet. Pete is adding on to his facility to make it even larger and is looking to add more locations. Danny, Pete’s dad, would have been proud. “I promised him that I was going to grow the business to make it be a successful brand. Even though I didn’t know anything about the business in terms of fixing cars, I knew how to run a business,” Pete said. Modern Auto’s success continues a 25-year legacy from his father. Pete took over the business after his father passed away in July 2010. Before he died, his dad and the rest of the family decided which of their family-owned businesses Pete would put his energies into; Modern Auto or Society Hill Pizza at Broad and South streets in South Philadelphia, where his mother worked. “My mom worked there for 20 years, [working] 18-hour days, so when it was my time to kick in, we stopped that immediately,” Pete said. In two weeks, Danny taught Pete everything he could about running a body shop. Danny had learned the trade working with Pete’s grandfather at another Upper Darby body shop. He took that experience and opened his own place at 120 Church Ln. in Upper Darby, which would become Modern Auto Crafters. When Pete took over, business was OK but had room to grow. “My father was hands-on, loved to do things himself…” he said. That restricted how much expansion could take place. Pete took a loan from the bank 22

and scouted out the best body shops in the area, convincing their best employees to come work for him. As he hired more employees, Pete also banked on the reputation of his father. “A lot of people respected him, so we started to get business, not out

“I’d never been far from home, so it was a little tough,” he said. “There were a few things I didn’t want to leave behind, but I had to do it. It’s something my father and I dreamed of, so it was a goal we did together, regardless of the outcome.

of pity but out of respect for my father. The Greek community helped kick-start the business,” he said. They outgrew the Church Lane location, which fit only four cars at a time. They moved to Darby for two years, outgrew that location and settled at their 350-vehicle site on West Chester Pike, where they’ve been for about three years. Pete grew up in Upper Darby with his mom, dad and sister. His parents married in 1983, both from the small island of Kalymnos in Greece. There wasn’t much work available on the 10,000-resident island, so they came to the United States looking for better opportunities. Pete went to St. Alice School, a now-closed private school, then switched to Beverly Hills Middle School in 8th grade before heading to the Haverford School, a private boys’ high school. A love and talent for basketball followed him through school, and he ended up playing point guard for St. Joseph’s University. “My goal was always to be the best player in the world, make it to the NBA, make millions,” he said. “I gave it all I had.” Recruiters recognized his talent. He got an offer from Columbia University in New York and other small Division I schools that wanted his talents. “I’m a family guy, so I didn’t want to go far away. I wanted to be close to my mom, my sister and my dad, so I chose St. Joe’s,” he said. He was on their team for three years but didn’t get to play that much. He started getting calls to play professionally for teams in Italy, Germany and Greece. In 2008, he was picked up to play point guard for the Iraklis in Greece.

Thank God I did it because I would have had a lot of regrets.” Iraklis placed in the respectable middle during his time on the team. “The fans there are incredible. I played in stadiums in the United States where it was 30,000 people, and in Greece it was 3,000. It was louder than it was in the United States. That’s the thing that I miss the most: the fans,” he said. He was in his third year and about to sign a contract for a fourth season in Athens when his father got sick, so he returned home to take

“Don’t be scared to strive for greatness,” he said. “There’s nothing unattainable if you come with a focused mind and a hungry heart; you will achieve whatever you want.” — Pete Kathopoulis

JANUARY 2019 AUTOBODY NEWS / autobodynews.com

over Modern Auto. Pete took his mother’s advice to heart when he became Modern Auto’s new owner. She told him to “be very persistent with making sure the jobs are done correctly and perfectly so the customers keep coming back,” he said. “Our motto is that the customer is the only boss. Without our customers, we’re nothing, so we want to make sure that each car that comes out gets done perfectly. Obviously, we can’t be perfect, but that’s what our standards are—to be as perfect as possible [and] to make sure we’re constantly the best.” All of Modern Auto’s technicians are certified and trained. “Everything is top-shelf,” Pete said. Today, the shop is one of the top body shops on the East Coast in terms of volume of vehicles. The shop works on everything from Porsches to Suzukis. The latest equipment is used with the best health and safety pracSee Young Greek American, Page 30

autobodynews.com / JANUARY 2019 AUTOBODY NEWS


I-CAR, CREF Award TX Auto Collision Program With Laptops Auto collision and management technology at Texas State Technical College in Harlingen, TX, was recently awarded a Progressive Insurance laptop grant by the Inter-Industry Conference on Auto Collision Repair (I-CAR) and the Collision Repair Education Foundation during the 2018 SEMA Show in Las Vegas.

The SEMA Show is the world’s premier automotive specialty products trade event. It draws the industry’s brightest minds and hottest products to one location and provides educational seminars, product demonstrations, special events and networking opportunities. With this grant, TSTC’s auto collision and management technology department will receive 10 laptops by the end of the year to use for


training purposes. “Every student in our program will benefit from these laptops,” said TSTC auto collision technology lead instructor Jose Vasquez. “This is a huge upgrade and a big deal for our program. We are very grateful to have received this award.” Vasquez said this award is part of a group effort within departments at TSTC. “Everyone from administration [to] statewide leads to the marketing department helped make this award possible,” said Vasquez. “And we are so thankful that everyone was able to do his/her part to help prove our need.” The laptops will be implemented for training in the program’s estimating/shop management course. Vasquez said these laptops, which will be equipped with estimating and management programs used in the industry, will allow his students to quickly research auto body parts and write up repair estimates for class assignments and live projects in which students will research damage, parts and estimate repairs for vehicles brought in by folks from the surrounding communities.

JANUARY 2019 AUTOBODY NEWS / autobodynews.com

“Our priority is to prepare our students for the industry, and these laptops will allow them to experience firsthand what they will see when they begin working. This is industry-recommended training,” said

Vasquez. “This will improve students’ training and will make their research and estimates instant instead of the manual way we’re doing things now.” TSTC auto collision and management technology and I-CAR, a not-for-profit organization dedicated to providing the information, knowledge and skills required to perform complete, safe and quality repairs, have a long-running partnership. I-CAR has provided students from TSTC’s auto collision program with scholarships, tool grants, U.S.

Armed Forces veteran grants and grants for TSTC shop upgrades. “We are honored to provide TSTC in Harlingen with the Progressive Laptop Grant and other assistance throughout the year. This is a well-deserved award,” said Melissa Marscin, director of operations and administration for the Collision Repair Education Foundation. “TSTC’s collision program has proven to be great, and we know these laptops will help them become an even better program. We hope that this donation will help them improve their access to ICAR training, estimating and vehicle service information.” Vasquez said he is thankful for everything I-CAR has done for the program and his students. “Year in and year out, as a member of their foundation, I-CAR has helped us improve our training and kick-start careers,” said Vasquez. Auto collision and management technology is offered at TSTC’s Harlingen and Waco campuses and offers certificate and associate degree tracks. For more information on TSTC auto collision technology, visit tstc.edu.

autobodynews.com / JANUARY 2019 AUTOBODY NEWS


Northeast Associations with Chasidy Rae Sisk

Chasidy Rae Sisk is a freelance technical writer from Wilmington, Delaware, who writes on a variety of fields and subjects, and grew up in a family of NASCAR fans. She can be contacted at crsisk@chasidyraesisk.com.

ABAC Meeting Features GM Presentation on ADAS Systems’ Comprehensive Information On Nov. 13, the Auto Body Association of Connecticut (ABAC) held its quarterly meeting at Seasons in East Haven, CT.

ABAC President Bob Amendola assured members that the association is aware of the challenges shops are facing in fighting rising healthcare costs

The meeting featured a presentation by GM on “Advanced Safety Systems: Post-Collision Service and Repair.” According to ABAC President


Bob Amendola, “The ABAC strives to bring in the [most] knowledgeable speakers to educate its members. This event was probably one of the best.” Amendola called the packed house to order and expressed gratitude to attendees and sponsors for their support. He also acknowledged the ABAC News Supporting Advertisers and Corporate Sponsors before announcing the winner of the first “Name the Car/Logo” contest, which appears in the September–October 2018 issue of the ABAC News. Amendola stated, “Congrats to Ron Sheehy of Derby Auto Body, our inaugural winner!” Tony Lombardozzi of Superare Marketing then took the stage to provide a few details on the upcoming seminar “Winds of Change,” which will be presented by ABAC with various speakers sharing their

JANUARY 2019 AUTOBODY NEWS / autobodynews.com

personal experiences. After dinner, Amendola assured members that the association is aware of the challenges shops are facing in fighting rising healthcare costs.

Tony Lombardozzi of Superare Marketing took the stage to provide a few details on the upcoming seminar “Winds of Change”

“Everyone is plagued by the rising cost of healthcare insurance, and we’re looking into a change in legis-

lation this year and looking toward our auto body association group to see if we could possibly put something together as a group for a package/program that addresses the rising cost of healthcare,” he said. “We are trying to see if all ABAC members could qualify for better healthcare premiums as some large employers do. It’s in its infancy, but we just want our members to know that we are working, as your association, to help you try and fight these critical rising costs.” Next, Amendola introduced the evening’s main speakers: Christopher Peace, product investigator for the product allegation resolution team at Raytheon Professional Services, LLC, and Jeffery Shaw, GM/ACDelco field manager for collision, powertrain and performance parts. Peace and Shaw delivered an in-

depth and highly informative presentation on advanced driver assistance systems. It began with Peace covering all the components of ADAS, including radars, antennas and modules. He explained that cameras are located on the steering column, the front lower grille, the liftgate, the decklid

Christopher Peace shared valuable information with ABAC members during his presentation on ADAS

and the windshield, near the rear view mirror. He also noted that sonar sensors and ultrasonic sensors can be located in several areas, including the rear quarter panel, the rear bumper and the front fascia. Listing the types of ADAS, Peace included parking assistance, adaptive cruise control, collision

avoidance, night vision, active tow, vehicle-to-vehicle communication, full-speed range lane-centering cruise control, and testing and repair information, which includes locating collision statements. Moving into the importance of pre- and post-repair scans, Peace and Shaw explained how to complete a pre-scan inspection, identified the module locations and explored the removal and installation of new components as well as aftermarket components. They talked about wiring harnesses and connectors, angles, paint thickness and programming, which includes set-up and calibration. The presentation concluded with the speakers answering attendees’ questions. According to Amendola, “They provided an in-depth look at many [aspects] of today’s ever-changing technology in the collision industry. It was another very eye-opening presentation brought to you by GM, the ABAC and Stephen AutoMall Centre. The ABAC would like to thank Christopher Peace and Jeff Shaw for their valuable input and also Stephen AutoMall Centre for

the sponsorship support to help make this meeting successful. “Don’t be left behind because you didn’t take advantage of these extremely valuable meetings. Get educated. Attend the next Auto Body Association of Connecticut meeting. Become a member and reap the ben-

Jeff Shaw helped Peace deliver the in-depth presentation on ADAS on Nov.13

efits that you’ve earned. Join the ABAC in the continuing challenge of today’s collision industry and be part of it. Be the change.” Meeting sponsors included Stephen AutoMall Centre, Enterprise Rent-A-Car, Environmental Risk Management and Paint World. For more information about ABAC and its upcoming meetings, visit abaconn.org.

Continued from Page 21


of the chicken and the egg conundrum. Many exhibitors will no doubt want to stand on the sidelines to see if things improve before they dedicate any more time or effort to another industry show. On the other hand, an industry show will need some big-name, anchor exhibitors to start attracting other smaller exhibitors, and more importantly show attendees. Time will tell. See you in 2020. Note: The Automotive Service Association has announced that the 8th Annual MSO Symposium and Technology Telematics Forum (TTF), which would ordinarily be held in conjunction with the NACE Show, will instead be held in 2019 in conjunction with the Collision Industry Conference in Indianapolis, Ind., July 24–25, 2019.


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Continued from Cover

Uber Plans

Since that time, Uber and the Volvo have integrated the emergency braking system technologies of Uber and those in the Volvo vehicles used in the trials. Companies involved with the development of autonomous vehicles are becoming keenly aware of potential safety issues in addition to the public perceptions of them. For example, Ford recently created a self-driving safety report suggesting that the central challenge in developing self-driving cars is not the technology but rather the trust in safety, reliability and experience enabled by the technology. It delivered the report, titled “A Matter of Trust,” to the U.S. Department of Transportation. Alphabet’s Waymo was recently reported to have added safety drivers into its self-driving vehicles’ trials in Arizona. Uber also created a set of guidelines in a lengthy document titled “A Principled Approach to Safety,” which includes an entire section on track verification testing. More than 70 individual tests in the verification process have to be passed before get-

ting on the road. “We’re committed to self-driving technology, and we look forward to returning to public roads in the near future,” the Uber spokesman said. “In the meantime, we remain focused on our top-to-bottom safety review, having brought on former NTSB Chair Christopher Hart to advise us on our overall safety culture.” Uber closed its self-driving truck business in July to center its autonomous development efforts on cars. There’s plenty going on in and around the world regarding autonomous vehicles. In August, Toyota teamed with Uber to jointly create autonomous vehicles to be used by Uber’s ride-sharing service, including an investment of $500 million in Uber by Toyota. Softbank recently invested more than $2 billion in GM Cruise Holdings, which is driving GM’s autonomous vehicles efforts, and Apple received a permit from the California Department of Motor Vehicles to test autonomous vehicles. We thank Net Future Institute for reprint permission.


Kyle Tucker Named 2018 SEMA Battle of The Builders Winner

Kyle Tucker was crowned the winner of the fifth annual SEMA Battle of the Builders® competition for his 1969 Chevy Camaro during SEMA Ignited, the official SEMA Show after-party designed to celebrate the builders and showcase products from SEMA. Tucker’s ‘69 Camaro (sponsored by exhibitor ARP) beat out the amazing builds of Top 4 finalists Eddie Pettus (1932 Willys aircraft refueling truck, BASF), Rod Nielsen (1972 Mazda R100, Tire Stickers) and Young Gun Kyle Kuhnhausen (1972 Nissan 240Z, Young Guns Regional Winner from Goodguys). All four builders will be featured along with many other SEMA Show builders in a new episode of the TV special “SEMA: Battle of the Builders.” Hosted by Adrienne “AJ” Janic and racer Tanner Foust, the fifth annual “SEMA: Battle of the Builders” TV special will air on 28

the Velocity Channel at 10 p.m. on Jan. 7, 2019. The competition included submissions from seasoned builders and new customizers, representing an elite group of individuals who demonstrated extreme talent, creativity and craftsmanship in modifying cars, trucks and SUVs. The program was expanded this year to recognize winners in each of the four different categories. Tucker also won the Hot Rod title, Pettus earned the Truck/Off-Road honor, Nielsen scored in Sport Compact and Kuhnhausen scored in Young Guns (for builders 27 years and younger). Industry experts RJ DeVera (Meguiar’s), David Freiburger (Motor Trend Group) and Fred Williams (Motor Trend Group) narrowed down the field of nearly 300 entries, an increase in participation from last year, to the Top 10 in each category before selecting the Top 12 builds overall.

JANUARY 2019 AUTOBODY NEWS / autobodynews.com

Continued from Page 15

New BAR Regulations

“Obama traveled to Beijing in 2015 to discuss the issue of counterfeit parts,” he added. “In March 2018, and again three weeks ago, I went to the White House and met with members of the current president’s staff to discuss automotive parts counterfeiting and possible solutions.” He added that 90 percent of automotive counterfeit parts originate from China and can be shipped through countries like Taiwan, Mexico and Brazil and enter the U.S. through posts along our coasts and borders. Forsythe said law enforcement recently conducted counterfeit auto part investigations in the following states: New Mexico, Missouri, Florida and California, to name a few. He reiterated that using OE genuine parts is the best way to avoid acquiring counterfeit parts masked as aftermarket or gray market. “ALT OE parts may not qualify,” he said. “They may not be built to the same federal standards; [they] may be gray market, but could also be counterfeit.”

He added that ALT OE parts carry no OE warranty, or warranty period. “However, even though Nissan does not recommend the use of gray market parts, the importation and sale of gray market parts is legal,” Forsythe emphasized. “But keep in mind that counterfeit parts lack regulation or accountability and may be manufactured using child labor.” Forsythe added that when a part fails, the customer won’t care where the part came from; they’ll just blame the shop. “When in doubt, ask questions. Your reputations may be at stake,” he said. “Always disclose the source of parts and all applicable warranties at the time of purchase and/or transaction.” For more information, visit A2C2 .com. The meeting concluded around 10 p.m. with Allan thanking the speakers, guests and those who helped organize the meeting. For more information on the California Autobody Association, visit http://calautobody.com/about-caautobody-association/.

autobodynews.com / JANUARY 2019 AUTOBODY NEWS


Certified Collision Group Adds 132 Locations in 2018

Certified Collision Group™ (CCG) is an OE Certifications and KPIfocused solutions provider to the collision repair and insurance communities. The company announced that it will wrap up the year having added 132 U.S. locations in 2018, with plans to selectively add 200 OE Certified locations in 2019, extending CCG’s market reach to nearly 500 collision repair businesses across 40 states. CCG has scaled to become the largest collision repair network in the nation with over $1.0B in collision repair revenues. CCG continues to out-pace national chains in providing strategic insurance partners and consumers the opportunity to leverage the power of more than 1,500 OE certification badges within its national repair network. “The accelerated pace of consolidation within our industry, including the recent Caliber-ABRA merger, continues to position CCG as the best long-term solution to the competitive challenges faced by independent owner-operators and CCG’s provider partners. Additionally, CCG’s market coverage, commitment to OE Certification

and best-in-class KPI performance provides significant benefits to our strategic insurer clients”, stated Bruce Bares, President and CEO of Certified Collision Group. Thomas Adams, CCG SVP and Managing Partner added, “We continue to reinvest in our platform, processes and people, staying firmly committed to our mission: Driving the successes of the best branded, best performing, OE Certified owner-operators by helping them compete on a more level playing field. “The future remains bright for CCG Affiliates and insurance partners, as our scale, OE Certifications and KPI performance positions CCG to more effectively compete in a rapidly consolidating industry that faces advancing structural, composition and technology-based repair requirements.” For more information visit certifiedcg.com.


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Continued from Page 22

Young Greek American

tices to ensure good work and to protect the workers. “I want to make sure all of our technicians are safe and do not endanger themselves health-wise. At the end of the day, the goal is to provide for our families, so I do not want anyone getting hurt or sick. We do the best we can,” Pete said. Modern Auto Crafters won’t take shortcuts, even when some insurance companies want to save money. “We’re just trying our best for our customers so they can have a better vehicle once it’s completed,” Pete said. Today, Pete is “married to his beautiful wife and has amazing twin girls [who are] 19 months old.” He remains a member of St. Luke GOC in Broomall and also St. Demetrios in Upper Darby. He is also a member of AHEPA 445 in Upper Darby. He’s grateful to those who have helped his business be successful, especially to Upper Darby Township

and Upper Darby police, who supported Modern Auto from the beginning when it started to expand. “We’re happy to be a part of the Upper Darby community, making it grow,” he said. “I am very fortunate to have such a good staff, especially our management team. [I am] also very grateful for all the people who refer business to our facility.” He extended an obvious thank you to his mom and dad. “My only regret is that I wish my dad could be here to see the whole empire we’ve built,” Pete said. He is grateful to his mom, who “constantly pushes and is very adamant on our motto that customer service is the only thing that makes this business succeed. Without her, there would be no Modern.” His words of advice for the younger generation? “Don’t be scared to strive for greatness,” he said. “There’s nothing unattainable if you come with a focused mind and a hungry heart; you will achieve whatever you want.” We thank Hellenic News of America and hellenicnews.com for reprint permission.

autobodynews.com / JANUARY 2019 AUTOBODY NEWS


Continued from Cover


and engagement increase in 2019. There are just a few carrying the flag for many here in North Carolina. Our purposes and initiatives are solid, but we will need a greater presence (through numbers) to achieve our well-intentioned goals.” Jess Crump, vice president of Women in Automotive and Collision (WAC), shared, “I hope to see 2019 bring more new members, familiar faces, students and young technicians, and of course, more events where we can reach people. I also hope we can discuss the possibility of setting up a scholarship program in our future.” For Bob Pulverenti, executive director of the Independent Garage Owners of North Carolina (IGONC), the goal for 2019 is to “find a way to increase attendance at local chapter meetings. The more people we can get to come out and network with each another and vendors, the better it is for the industry.” AASP/MA’s New Year’s resolu-


tion is “increasing membership with a focus on educating the consumers in Massachusetts as to their rights in the repair process, which is critical to our continued movement towards success,” according to Executive Director Lucky Papageorg. Society of Collision Repair Specialists (SCRS) Executive Director Aaron Schulenburg hopes to bring more value to member businesses in 2019.

has the potential to impact people’s lives in very meaningful ways. We are building solutions to let our members leverage the collective buying power of the association membership to offer more comprehensive benefits while lowering costs. The programs will provide access to more competitively priced, quality healthcare plans from major carriers that allow small businesses to offer best-in-class benefits (including medical, dental,

The association’s goal, he shared, is “to help our member businesses do more to support the health and quality of life of their employees. We believe small businesses deserve better—better benefits, better healthcare and certainly better costs. 2019 is going to welcome the launch of the SCRS Benefits Marketplace, a group health benefits program exclusively for SCRS members. We are really excited about this program because it

vision, voluntary life, short-term and long-term disability, HSAs and much more). It is something that has resonated exceptionally well with the industry in our pre-rollout surveys. “Aside from healthcare, we also intend to launch industry-first retirement solutions for employers looking for ways to offer their employees retirement benefits while reducing the administrative burden and mitigating the fiduciary risk and respon-

“There is strength in numbers, and we all need to come together and educate each other to better our industry,” — Jerry McNee

JANUARY 2019 AUTOBODY NEWS / autobodynews.com

sibilities.” ASA-CO hopes to re-engage members to better focus on legislative initiatives. “We will focus on re-establishing the importance of what ASA does for the automotive community as a whole with an eye on re-engaging our membership to help it grow. It is true that ASA-CO became complacent over the years and seemed to have lost touch with its base, and we aim to change that for the betterment of our industry,” shared Brad Pellman, chair of ASA-CO. “ASA is our voice in Washington that ensures that we may continue to have all the service and repair data available on an ongoing basis. This protects us and our industry nationwide with the right to repair.” ASA Northwest has similar designs. “One of ASA Northwest’s New Year’s resolutions is to work on legislation for the Don’t Drip and Drive program through the state of Washington and the Department of Ecology. We have been working on the Don’t Drip and Drive program since 2011 in the Puget Sound region. With

the upcoming 2019 year, ASA Northwest is looking forward to helping expand the program statewide,” noted Jeff Lovell, president and executive director of ASA Northwest. Lovell also hopes to expand the association’s educational offerings in 2019. “ATE (Automotive Training Expo) was designed by ASA Northwest to educate and train the automotive industry,” he said. “This program has provided our educators (near and far) with exceptional training that they are unable to get elsewhere. Due to the high demand for automotive training, ASA Northwest will be adding an additional training opportunity in Spokane called ATE – EAST, which will be held Oct. 4–5, 2019.” ASA Northwest Chairman of the Board Butch Jobst added his desire to “fully implement an educational coalition to bring our industry to both our region’s educators and the public in general. The complexity of our industry is mostly unknown by our education system and much of the general population.” Ricki Garrett, executive direc-

tor of the Mississippi Collision Repair Association (MSCRA), said, “Our goals for the new year include having more training opportunities for our members and making the SARC Conference the best collision repair conference ever.” ASA-MI President Ray Fisher sees 2019 as a year when consumer education can and should expand to new heights. He said the association plans on “emphasizing the importance of awareness, communication and education to our internal and external customers. As vehicles with various levels of automation and advanced driver assistance systems (ADAS) increase in our vehicle population, it is our duty as professionals to inform the consumer and public the procedures necessary to fix these vehicles properly so that their systems once again work properly. Awareness, communication and education are paramount in 2019, and going forward, it must be a part of every estimator, manager and owner’s job description! “Reimbursement for proper repairs should not be denied, feared or ignored, but rather welcomed. As an

industry of professionals, we cannot overlook the procedures necessary to fix the vehicle to pre-loss condition—there are millions of American families counting on us to do our job as an expert! Predictions are that severity will increase, but initial studies of these systems also show that double digit decreases in bodily injury and accident frequency are occurring. We must understand that that is where the savings will take place to offset, not omitting a procedure, which could have catastrophic results.” Burl Richards, president of the Auto Body Association of Texas (ABAT), provided an inspirational thought for industry unity: “Share, share, share information with everyone in the collision industry, as your successes will help others know that they are not ‘the only ones asking.’” AASP/NJ President Jerry McNee agreed. “There is strength in numbers, and we all need to come together and educate each other to better our industry,” he said. With these association leaders leading the charge for 2019, the industry is in for another year of progress and inspiration. Happy New Year!

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AASP National Elects New Executive Board During SEMA

tional Board had confidence in me to fill the position. I would like to work to see all trade associations work During the AASP National Board’s more closely together and provide semi-annual meeting in Las Vegas more benefits to members.” during the SEMA show, AASP Elder stated, “I look forward to elected its executive board. being a part of the board and The executive board inworking to make a difference cluded well-known industry for our member shops throughprofessionals from around the out the country.” country. AASP/MA President Adams shared, “I am honMolly Brodeur was elected as ored to be elected the new secretary/treasurer, and Bob president of AASP. I look Pulverenti, executive director forward to working with the of the Independent Garage board and their members to Owners of North Carolina provide them with my 30(IGONC), will serve as execplus years of business experiutive director chair of the naence in the automotive repair tional organization. industry. One of my main The role of vice president AASP National elected its new executive board during SEMA goals is to facilitate a dialogue will be filled by AASP/NJ’s in Las Vegas. (l to r) Bill Adams, Bob Pulverenti, Tom with our affiliates across the Tom Elder, and Bill Adams Elder, Molly Brodeur. Credit: Thomas Greco Publishing country to see what works of New York will serve as and what doesn’t as to how president of the board. Brodeur said, “I am honored their associations relate to individAASP National’s administrator, Judell Anderson, CAE, shared, to serve as an executive board ual members. Along with that, I “The new executive committee is member of AASP National. My would like to expand the membermade up of stellar individuals with goal is to support the board as we ship from areas around the country extensive experience and a commit- provide information, educational that currently do not have represenment to advancing the industry. I opportunities and resources to our tation. The more ideas that we can bring to the table, the more of a posam eager to work with them to affiliates.” Pulverenti shared, “I am thrilled itive impact we can have to grow strengthen AASP affiliates’ capacity to better serve the auto service and that the members of the AASP Na- business.” by Chasidy Rae Sisk

collision repair shops that we represent.” The newly appointed executive board members shared their reactions to being elected as well as their goals.

Axalta Increases ColorNet User Productivity

Axalta has added ColorCoach, a video tutorial system, to its ColorNet® Color Retrieval System for North American refinish customers. ColorCoach provides users with helpful tutorials of system functionality and color tool use from inside the ColorNet application to maximize productivity in the shop. “Our color retrieval technology provides a single destination for customers to efficiently locate their desired color formulas,” said Troy Weaver, Vice President, Axalta North America Refinish. ColorCoach is an embedded function on the ColorNet toolbar that can be activated through a simple click of a button. Video topics include color formula retrieval with the Acquire™ Quantum EFX spectrophotometer, the vehicle’s VIN, fan decks and more. ColorNet Web systems have been updated to include this functionality so customers can begin using it today.

David Rogers Is the 2018 BodyShop Business/ASE Master Collision Repair & Refinish Technician David Rogers, an ASE-certified collision repair technician from New York Mills, MN, was recently honored with a national achievement award as the BodyShop Business/ASE Master Collision Repair & Refinish Technician of the Year.

At the ASE annual awards event are Tim Zilke (from left), David Rogers, Jason Stahl and Ted Hayes. Submitted photo

Fifty-two automotive professionals were recognized on Nov. 14 at the Fall 2018 Board of Governors meeting of the National Institute for Automotive Service Excellence (ASE) held at Pier Sixty-Six Hotel and Marina in Fort Lauderdale, FL. The ASE annual awards spotlight top scorers on the ASE Certification tests from among the ranks of the approximately quarter-million ASE-certified professionals 34

nationwide. “Dave, who is the body shop manager at Nyhus Chevrolet-Buick in Staples, is one of the outstanding ASE-certified professionals recognized annually by different segments of the automotive service and repair industry,” said Timothy Zilke, ASE president & CEO. “Each of these elite technicians is presented with an industry-specific award recognizing their achievement.” “ASE has honored extraordinary industry professionals from across the nation for more than 40 years. This is made possible by the support of our many award sponsors, whose ranks include some of the best-known names in the industry. We are proud to partner with BodyShop Business to recognize Dave’s commitment to excellence in providing the very best in vehicle repair services to his extended community. This dedication is reflected in the talented professionals we recognize each year, and Dave represents the best of the best.” We thank Pioneer Journal for reprint permission.

JANUARY 2019 AUTOBODY NEWS / autobodynews.com

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In Reverse with Gary Ledoux

Gary Ledoux is an industry veteran with 48 years’ experience in the automotive and OEM collision parts industry. His column appears exclusively in Autobody News. He can be reached at YesterWreck@yahoo.com

The 1960s – Associations, Leaders and Poor Management Anyone who lived through the 1960s knows what a turbulent time it was politically, socially and culturally. There were some profound changes in the collision repair trade as well. Born in the mid-1940s, the industry was starting to “come of age.” Unlike today in the 21st century, when industry metrics are plentiful and easy to find, it was difficult to find accurate numbers on anything in the 1960s. The number of shops had been growing almost unabated since 1946. By 1969, there were an estimated 75,000 body shops in the country, but nobody had a figure on their size in terms of either square footage or number of employees. Earnest Rowe, then marketing service manager for DuPont Automotive Refinish Division, surmised that despite the great number of shops, most were very small operations, and most overworked. The universe of shops


consisted of independents and a few dealer-owned shops, and none of them had to go begging for work. Back then, the average hourly labor rate for collision repair was $4.50 to $5.50 per hour. In a trade magazine article, a shop owner noted labor rates had only gone from $4 to $5 per hour in 1951 to $4.50 to $5.50 per hour in 1963. Yet, insurance company adjuster salaries had gone from $225 per month to $450 per month. He questioned why labor rates had been frozen for so long. Another unidentified shop owner was quoted as saying, “…problems have existed in this business for a long time. We have been talking about them, but what the heck are we doing to correct them!” Part of the change that the collision industry experienced in the ‘60s was the almost simultaneous emergence of three key elements.

JANUARY 2019 AUTOBODY NEWS / autobodynews.com

The first was the evolution and proliferation of auto body associations. Smart shop owners saw the industry becoming more complicated and knew that they had to band together. The second was emerging leaders. With any organization, especially those operated by volunteers, leaders eventually emerge. And thus, certain people within the industry began to stand out and assume leadership roles, bringing elements of the industry together. And last, but certainly not least, was the advent of the nationally distributed collision industry trade magazine so the leaders could have a voice and shops would know what was going on. Soon, leaders and those willing to support them would have an answer for the shop owner who asked, “…what the heck are we doing to correct the industry’s issues?”

One of the earliest industry leaders to begin suggesting industry solutions was Art Fox, president of the Independent Garage Owners Association (IGOA). He began calling for more oversight of auto body shops, suggesting that all shops be licensed on a nationwide basis to ensure competent repairs. He noted that barbers in his home state of Iowa were subject to more legal oversight than the technicians who worked on cars were. But the emergence of industry associations and leaders had a dark side. An article appearing in a 1969 trade journal provided one long-time shop owner’s vision of the collision business over the past 20 years. He noted that during the period from 1959–1964, as the collision associations began to emerge, insurance companies began to see them as a threat and refused to do business with shops that were part of an association


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Lia Honda of Enfield Enfield

800-221-3131 860-741-3401 Dept. Hours: M-F 7:30-5:30; Sat 8-4 jdoucette@liacars.com

Manchester Honda Manchester

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Schaller Honda New Britain

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Berlin City Honda South Portland

800-640-6685 207-774-6685 Dept. Hours: M-F 7:30-5:30 mmmparts@berlincity.com

Prime Honda Saco

207-391-7910 207-282-0900 Dept. Hours: M-F 7:30-6; Th. 7:30-7; Sat 7:30-4 klavalle@driveprime.com MARYLAND

Criswell Honda Ger mantown

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Tischer Acura Laurel

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Acura of Boston Brighton

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Hudson Honda West New Yor k

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Lia Honda of Albany Albany

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Dept. Hours: M, T, W, F 7:30-5:30; Thur 7:30-8; Sat 8-5 mjerard@liacars.com

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Lia Honda of Williamsville

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Babylon Honda We s t B a by l o n

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Apple Honda

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Shadyside Honda Pittsburgh

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Sussman Honda Roslyn

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802 Honda

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Elite Acura Maple Shade

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Park Ave Acura M a y wo o d

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Curry Acura S c a rsdale

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Paragon Acura Wo o dside

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Baierl Acura Wexford

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Lehigh Valley Acura

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Davis Acura Langhor ne

866-50-ACURA 215-943-7000 Dept. Hours: M-F 7-7; Sat 8-4 markh@davisacura.com autobodynews.com / JANUARY 2019 AUTOBODY NEWS


or displayed an association emblem on their shop. Some associations were able to put the spotlight on labor rates, and the rates went up slightly in the local area. However, parts discounts to insurers got out of hand, and despite the increased labor rates, shops lost money on parts and many began to go bankrupt. It is also assumed that those same shops were not run well financially to begin with and the parts discounts were the “last straw.” It was also difficult, if not impossible, to recover costs for paint and supplies. Despite the bankruptcies, more shops opened up. To compete with the established shops, they not only offered parts discounts, but also kept the labor rate artificially low. Things got bad—and then got worse for many. According to the veteran shop owner writing the 1969 article, to stay in business, he borrowed $50,000 to stay afloat, not knowing how he would pay it back. From 1964—1969, trade associations became stronger and insurance companies began to accept and even work with the associations to make the industry better. But things did not

get better for all shop owners. Many were poor businessmen and could not control their own businesses or finances. Technicians left for better working conditions. Owners suffered. Despite the best efforts of emerging industry leaders and organizations, another hallmark of the industry in the 1960s was an undercurrent of unrest. It seems owning a body shop during this period was politically tough. The shops fought with the OEs, insurance companies and one another. They had what seemed like a multitude of small local auto body associations that didn’t always work together. Shop owners were looking for answers. The business, as it was in the 1960s, was simply not sustainable. In the post-WWII economic boom, car sales skyrocketed—as did the number of collision and mechanical shops to serve them. This created a lot of competition between shops, which spawned a rather odd phenomenon—the super-cheap service. On the collision side, it was the $29.95 paint job. The concept undoubtedly attracted some work to the shop, but many shop owners thought that the concept was illegitimate and

gave consumers a poor impression of the industry. Harry Wright, president of the IGOA, railed against those shops, both mechanical and collision. He purported that shops were promising ridiculously inexpensive jobs, only to either turn around and charge the customer two to three times as much or do virtually nothing for the cheap, agreed-upon price. He noted that garages that continue this practice continue to “denigrate the automotive repair business and put the industry in a negative light.” The IGOA and other associations continued to fight this wherever and whenever possible. The 1960s also saw the increasing involvement of insurance companies, spawning another trend that continues today to a certain degree—the shop owner who “has had enough” and gotten out of the business. Stories like this one started to pop up all over the collision trade magazines: “After running a three-man body shop for over 25 years, Linwood King of Raleigh, North Carolina was tired of the insurance companies harassing him for parts discounts, asking him to lower his labor rate, asking him to cut corners

and driving customers from his shop. Rather than fight anymore, King stopped doing body work as his main source of business and stopped dealing with insurance companies. Instead, he turned to mostly mechanical work with some small body jobs on the side—small enough that they were customer-pay and did not involve an insurance company. All work was done for cash, on a take-it-or-leave-it basis.” Most had a similar story—it was tough to get started at first. But after things evened out, the shop typically had a smaller volume of business but made more money with less stress, and the owner could sleep at night. Throughout the ‘60s, industry leaders called for shop owners to clean up their businesses and make them more pleasant and aesthetically pleasing to customers, as well as workers. Many owners stepped up and modernized their shops, bringing them out of the ‘60s and onto the edge of the 1970s.



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JANUARY 2019 AUTOBODY NEWS / autobodynews.com

autobodynews.com / JANUARY 2019 AUTOBODY NEWS


Tips for Busy Body Shops with Stacey Phillips

Stacey Phillips is a freelance writer and editor for the automotive industry. She has 20 years of experience writing for a variety of publications, and is co-author of “The Secrets of America’s Greatest Body Shops.” She can be reached at sphillips.autobodynews@gmail.com.

How to Prepare and Negotiate Better Deals With Industry Partners With the collision repair industry in- purchase they had made. When it creasingly becoming more competi- comes to personal expenses, such as tive and margins getting thinner, it’s buying a house or a car, he said it’s more important than ever to negoti- typical to conduct research and make ate better deals with industry part- price comparisons. However, many ners, according to Eric Newell. times shops are unprepared when neNewell, the market area man- gotiating large business purchases, ager for asTech, recently shared tips such as a frame machine or spray on how to prepare for negotiations booth. with industry partners during the SoNewell said that it is an acquired ciety of Collision Repair Specialists skill and sets the tone for the entire Repairer Driven Education Series process. “I can guarantee that your held at the SEMA Show in counterpart or negotiating Las Vegas, NV. party is also preparing,” he “Preparation is invalusaid. able,” said Newell. “If you Newell shared a 2014 haven’t done the work bequote from Yannick Feder, fore you get to the table, it’s an experience purchasing exgoing to prove very difficult ecutive: “More than 80 perto be successful and have an Eric Newell, market cent of the negotiations are area manager outcome that leads to more done without an underlying for asTech profitability for both parties method and often end in involved.” sub-optimal results or worse, a staleNewell offered advice based on mate.” his experience over the years work“That means that 80 percent of ing as the chief operating officer the time, people show up at the table (COO) for a six-shop MSO in North- with no clue as to how they are going west Indiana prior to joining asTech. to reach their target,” explained He was also involved in the firefight- Newell. “That’s when you start neers’ union in Indiana for nearly a gotiating out of emotion. When you decade as well as the union’s negoti- negotiate out of emotion, you’ve lost ating team. before you even walk in the door.”

The Seven Sins of Negotiating

“Be prepared to walk away. Many people feel that if you walk away from a negotiation, you’ve lost, and that’s typically not the case. You’re making an intelligent business decision. If you walk into a negotiation, you shouldn’t come out worse off than you were before.”

the way that we can communicate what we’re looking for, I think we would yield better results.”

As business owners, some type of negotiation is taking place every day, whether it’s with vendors, customers, insurance companies, technicians/employees, the landlord or the bank. There needs to be value added on both sides of the table, according to Newell, otherwise it will never work. “Negotiations can be difficult,” said Newell. “If we could improve

the negotiating process. The “lead” is the primary negotiator and main contact between both parties. Then there is the “support” team that can assist with information-gathering and be part of a committee and/or board to ensure everyone is aligned. “Do not have too many cooks in the kitchen or it can convolute the process; you’ll run into problems and the message often gets diluted,”

Taking Steps to Prepare Newell said the first step is to establish a team composed of everyone in the organization who is involved in

“Look at the long-term picture; look past next month’s bills.” — Eric Newell

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1. Pride - Be prepared to compromise.

2. Glutton - Don’t bite off more than you can chew. 3. Anger - Handle objections calmly rather than getting into arguments. 4. Covetousness - Prioritize needs and wants. 5. Envy - Know your competitors’ strengths and weaknesses. 6. Sloth - Do your homework. 7. Lust - Don’t look desperate to settle. “Through that experience, I was able to equate a lot of things that the unions did—because they are very good and strategic at negotiating— and convert it to our industry,” he said. During his presentation, Newell asked collision repairers and insurers if they recalled the last significant 44

Newell advised attendees to focus their time and energy on preparing so that both parties are more apt to come to an agreement. At the same time, he cautioned against finalizing a negotiation without careful consideration of the cost. “Maybe the agreement isn’t going to work, and that’s ok,” he said.

JANUARY 2019 AUTOBODY NEWS / autobodynews.com




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advised Newell. Next, you’ll want to define your target and ensure it is precise, laserfocused and strategic. “If your part

discount is 1 percent and you want to go to 1.25, that’s your target,” explained Newell. Targets need to be achievable and realistic to achieve the negotiation. “Remove all emotion from your target,” advised Newell. “Targets need to be based within the business and based on numbers or an end result.” After defining the target, Newell said it’s time to gather the necessary information. “The reason we gather information is so that we can under-


stand both sides of the process, maybe make it a little smoother and communicate that based on factual knowledge,” said Newell. “Informa-

tion is the foundation of creating value and without it, it is almost impossible to establish any factual negotiating points.” He recommended asking the following seven questions: 1) What kind of information do we want to know? There are three types of information that Newell said are essential to find out: financial, services and opera-

JANUARY 2019 AUTOBODY NEWS / autobodynews.com

tional. First, he said to find out how well the opposition is doing financially to determine if they can afford to give you a better deal. Next,

learn who they currently service and what type of service(s) they provide. Last, determine how long they have been operating and their past record. 2) Where can we get this information? A variety of sources can be helpful when gathering information, including business records, the Internet, social media platforms, employees and vendors.

3) Is there anything we can learn from previous negotiations? Many times, a business will negotiate with the same person again and again. Newell recommended reflecting on what was negotiated, the result of the negotiation and if anything could have been done differently. 4) How much business, if any, are we doing with them? Part of the information-gathering process is being realistic about how much business has been conducted and for how long with the other party and if it is feasible to negotiate any added-value services. 5) How well is the company doing? Newell recommended looking at the business’s market share, growth and reputation to learn as much as possible and help formulate a negotiation strategy.

6) What don’t you want them to know about you? IF there are issues within the business that create some exposure, Newell said to be aware of them and ensure

you have the answers to address them.

7) Who is the decision-maker? Determining and working with the decision-maker is a critical component of the process. “You need to determine if they are even capable of coming to a deal—very rarely do I negotiate with someone who can’t come to a deal,” said Newell. He also stressed the importance of negotiating at the table, face-to-face rather than by phone, email, text, social media or mail. After gathering information and doing research, Newell said to decide on what he referred to as the “circuit breaker” and the BATNA (Best Alternative to Negotiated Agreement). The circuit breaker is the number that the decision-maker is comfortable walking away from, and the BATNA is the middle ground or ZOPA (zone of possible agreement) that the decision-maker is willing to accept. “Don’t agree just to agree,” advised Newell. “Look at the long-term picture; look past next month’s bills.” What Type of Negotiation is Best Newell talked about two types of ne-

gotiations: positional and principled. Positional negotiations involve arguing based on an extreme position regarding wants, needs and limitations. The positions are almost always on the opposite side of the spectrum; therefore, it becomes necessary to make concessions to reach an agreement, according to Newell. These negotiations tend to last longer and can often end in a stalemate. A principled negotiation, also known as an integrative negotiation, is where both parties work together to achieve a value-created agreement. In theory, this leaves them satisfied with the outcome and status of the relationship. Rather than having different positions, Newell explained that the parties think in terms of their similar interests. He stressed the importance of building a relationship during the negotiation process and how valuable that can be. “This is where the magic happens,” he said. He shared a statistic from the Carnegie Institute of Technology in regard to the benefits of having excellent negotiation skills. “Eighty-five percent of your financial success is due to your per-

sonality and ability to communicate, negotiate and lead. Shockingly, only 15 percent is due to technical knowledge,” he said. Newell also discussed different negotiation styles, which include competition, accommodation, collaboration, avoidance and compromise. A competition style of negotiation is more than likely to be adversarial. Negotiations are seen as a competition with a winner and a loser. Newell said it can be used in fast-paced circumstances. “When two of these same styles come together, there is a greater risk for a stalemate,” observed Newell. The accommodation approach is a more submissive style in which a party is ready and willing to offer information and make concessions. The individual most likely places the relationship as a top priority. “This is a successful approach when mending or maintaining relationships,” said Newell. “If a company is in the midst of crisis, it’s a great strategy to avoid litigation and appease the other party.” Otherwise, he recommends using this strategy sparingly.

Where an accommodating style is submissive, avoidance is passive aggressive. “It skirts the issue rather than attacking it head-on,” explained Newell. Many view it as less transparent and honest because communication lines can be weak. Newell said it’s a great tactic to use in a highly emotional negotiation when focusing solely on the facts and to avoid emotional issues. With collaboration, both parties brainstorm and create mutual value. While this is often time-consuming and requires the most skills, Newell said both parties’ needs are typically met, and strong relationships can be the end result. Compromise, also called “positional negotiating,” involves splitting the difference, which usually results in a decision that is halfway between both parties’ opening positions. Newell recommended using this approach when pushed for time and dealing with someone you trust. “Both parties win and lose,” he said. “Meeting halfway reduces strain on the relationship but usually leaves something on the table.”

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AkzoNobel Performance Group Highlights Importance of Working on Business, Not in Business by Stacey Phillips

Performance benchmarking, sharing best practices and customized training were all part of a recent AkzoNobel performance group meeting in San Diego, CA. Held in September, the AkzoNobel Acoat Selected North American Performance Group (NAPG) provided an opportunity for body shop owners and managers to work on

(l to r) Marty Heiden, Greg Griffith and Oscar Arellano

their businesses instead of in their businesses. The ultimate goal during the three-day event was to enhance the performance of both the individuals and companies through peer-topeer networking. “Imagine being with a group of

100 shop owners for the sole purpose of exchanging business growth ideas. That is exactly what happens at Acoat Selected Performance Group meetings,” said Rick Fifer, North American services manager. “Acoat Selected Performance Group members meet to share successes, find solutions to problems and make new relationships with like-minded shop owners from across North America. The wealth of knowledge and experience present at these meetings is nothing short of awe-inspiring.” There are two main components to the meetings for the body shops, distributors and AkzoNobel employees who attend. The first involves group activities, which consist of keynote speakers, idea contests, panel discussions, classes and other activities. Fifer said that many of those who attend mention how much they value the conversations that take place. “With so many people in attendance, you are sure to find someone who has solved the problems you face or has a great business improvement


I N E back o U N E m

G et th a g i o K d fit t

lity a u Q


roa the

idea you can implement,” he said. Sub-group sessions are the other focus of the meetings. Similar to a conventional 20 group, Fifer said members analyze financial data, formulate improvement strategies, assist one another in problem-solving and share experiences.

(l to r) Lee and Leila Bates, and Diane and Don Miller

“The close friendships—both personal and professional—created at the meetings are immensely valuable to the members,” said Fifer. “They know that anytime during the year, they can contact a known, trusted shop owner for advice. That is a good feeling.” “The performance group meet-


ings have been outstanding. I find that just getting away from the business twice a year to attend the meetings improves my perspective significantly,” said Van Takemoto, owner of Island Fender in Hawaii. “The opportunity to benchmark, to collaborate with my peers in the industry and to set new goals has really sharpened my skills as a businessman. It’s made a difference to the bottom line!” Prior to the two days of individual performance group meetings, a variety of early-bird training sessions were offered the first day of the event.

Presentation Highlights First-time attendees were given an overview of what to expect during a presentation by Sam Sherrill of AkzoNobel Coatings. “This session was designed to prepare new NAPG attendees to effectively engage in performance group financial discussions,” said Fifer. Some of the topics Sherrill highlighted included income statements and balance sheets, body shop key See AkzoNobel, Page 52

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From the Desk of Mike Anderson with Mike Anderson

Mike Anderson is the president and owner of Collision Advice, a consulting company for the auto body/collision repair industry. For nearly 25 years, he was the owner of Wagonwork Collision Center, an OEM-certified, full-service auto body repair facility in Alexandria, VA.

A Reasonable Price for a Vehicle Scan Depends on What You’re Including I get asked quite regularly by both shops and insurers, “What is a reasonable charge for a vehicle scan?” Our “Who Pays for What?” surveys have found there’s not much consistency for what collision repairers charge. In 2018, of about 1,000 shops responding to the survey, about 1 in 4 of those who perform scans inhouse charge a flat fee. Just over 40 percent charge up to one labor hour at a mechanical labor rate. But the remaining 35 percent of shops conducting scanning in-house were all over the map. There was similar variety in

trunk—you may have to remove trim or other items. Is that additional labor time included or do you lineitem it separately?

“freeze-frame” or “snapshot” data. Some vehicles indicate the exact date, time and vehicle mileage when

• You need to access the battery because you have to hook up battery support in order to ensure you have the proper voltage to perform the scan. • You may have to allow the vehicle to get to operating temperature. This might not often be an issue in Southern California or other warm

What shops charge for their labor when using a remote scanning service, such as asTech or AirPro Diagnostics, also varies widely according to a 2018 “Who Pays for What?” survey

any DTCs have been set. Others may only indicate how many key cycles have occurred since the DTCs were set. Either way, this data helps determine if the DTCs were related either to the accident or (for post-repair scans) the repair process.

Up to one hour of mechanical labor is the single most common charge among shops for conducting a vehicle scan in-house, according to a 2018 “Who Pays for What?” survey, but almost 70 percent of the industry uses a different pricing methodology

whether and how shops bill for their labor—such as hooking up the vehicle—when they use a remote scanning service. So whenever I get asked, “What’s a fair and reasonable charge for scanning?” I just say it depends on what steps you’re including as part of that charge. I’ve been asking people in my

• Only then can you locate the port and hook up your scan tool to

See A Reasonable Price, Page 53

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• Next, you have to research what caused each of those DTCs. Some OEM scan tools integrate

climates. But if you’ve pulled the vehicle in from outside during the dead of winter, in many parts of the country it may take some time to get that vehicle up to operating temperature.


• You have to gain access to the vehicle battery. Depending on where the battery is located in the vehicle— under the hood, under a seat, in the

57 DTCs. There could be more than 100.

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classes to write down all the steps involved in scanning. Only a handful of people are able to list all the steps. Think about it:

• Then you have to record any DTCs. There may be only a few. I recently saw a vehicle scan that showed

perform the output or functionality test. How long that test takes, to send a signal out to all the different modules and determine if any diagnostic trouble codes (DTCs) have been set, can vary by make and model, how many modules the vehicle has, etc.

Next, you have to record the

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Continued from Page 48


performance indicators and comparative benchmarks. Jeff Peevy, president of the Automotive Management Institute (AMi), discussed the importance of “soft skills,” which include listening, communication and interpersonal skills,

(l to r) Jason Orlando, Jen Schmid, Shane Orlando, Arica Carranza, Daniel Carranza and Richard Rychlik

and the impact they have on collision repair facilities. AMi is currently focused on supporting the development of soft skills throughout the industry. Peevy also talked about the value of industry-based professional designations and said they not only increase professionalism, but also minimize the risk when hiring new employees.

Tyler Brunatti from Podium Corp. shared tips on helping potential customers locate a body shop while searching online. He pointed out how difficult it can often be to attract new customers and recommended being actively involved in managing a company’s online reputation in order to stand out from the competition. Two representatives from I-CAR (Inter-Industry Conference on Auto Collision Repair), Jason Bartanen and Josh McFarlin, talked about some of the significant changes the organization has undergone. These include the Reparability Technical Support (RTS) initiative, I-CAR’s new vehicle and technology curriculum, the expansion of hands-on skills development and an overview of the new Professional Development Program (PDP) and Gold Class programs. Body shops also learned how to leverage OE certification during a presentation by Robb Young of Assured Performance Network. Young provided tips to those in attendance on how to capitalize on being an OE Certified Collision Repair Provider (OE-CRP) and become a “five-star business performer.”

Those unfamiliar with data analysis and net mining had the opportunity to hear from Don and Diane Miller of Body Shop Nation. The Millers explained how net mining can help shops better identify their target audience and “find their perfect customer.” They said the approach enables businesses to deliver a stronger message to potential customers.

(l to r) Tim Ronak, Todd Edwards, Nada Jokic, Sam Sherrill and Bob DuBreuil

Nick Schoolcraft of Phoenix Solutions Group shared insight on optimizing customer and employee experiences. Considering that many of today’s customers are becoming increasingly skeptical about collision repair facilities, Schoolcraft stressed the importance of having front-line employees focus on great customer interactions. He also talked about the key elements necessary to deliver great


employee and customer experiences, which he said will lead to higher sales and growth. Kevin Wolfe of LeadersWay talked about a collaboration between his company and AkzoNobel that involves leadership training for a limited number of performance group members. The final presentation during the early-bird training sessions was led by Dave Luehr of Elite Body Shop Solutions. Luehr, co-author of “The Secrets of America’s Greatest Body Shops,” talked about the six secrets he recommends body shops consider in order to be successful. Based on information from his book, which was released in 2017, the session included advice on how to “bust old beliefs” and stay out of what he referred to as “the victim zone.” He also talked about how to build a sustainable business model and provided tips on modern leadership. The next AkzoNobel North American Performance meeting will be held in Palm Beach, FL, on Feb. 20–22, 2019. For more information, contact Rick Fifer at Richard.Fifer @akzonobel.com or your local AkzoNobel representative or distributor.

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Tariff Rate Increase Put on Pause Amid New Discussions by Jordan Scott, glassBYTEs.com

The United States will not raise the rate of tariffs on $200 billion worth of Chinese products to 25 percent on Jan. 1, 2019, as previously planned, according to a statement from the White House.

Tariffs will remain at the current 10 percent rate imposed on Sept. 24, 2018, for at least another 90 days. The update came after a sideline meeting between President Trump and Chinese President Xi Jinping at the G20 Summit over the weekend of Dec. 1–2 in Buenos Aires. President Trump called the meeting “highly successful.” In return for the halt on a tariff rate increase, President Xi has agreed to purchase a yet-to-be-decided-upon, “very substantial”

amount of products from the U.S. According to the White House statement, the purchases will “reduce the trade imbalance between our two countries.” The two leaders agreed to begin negotiations on forced technology transfers, intellectual property protections, non-tariff barriers, cyber intrusions and cyber theft. President Trump cited forced technology transfers and a lack of intellectual property protections as reasons for the tariffs. Both parties agreed to try to complete the negotiations within the next 90 days, otherwise the 10 percent tariffs will be increased to 25 percent, according to the White House. Auto glass-related materials on the list of products subject to the tariff include: • • • •

Various float glass products Glass mirrors Glass frit Laminated safety glass

We thank glassBYTEs.com for reprint permission.

Continued from Page 50

A Reasonable Price

with the OEM repair procedures, which makes that process a little easier, but most do not. For each DTC, you can generally find a flow chart to help you determine which

one of potentially several causes led to the DTC. You have to diagnose which is most likely and then narrow that down. • Once all that work is done, you generally need to test drive the vehicle. More and more automakers have very specific test drive requirements. • After that, you may need to conduct another scan to ensure the DTCs have been cleared and have not reoccurred.

So a vehicle scan is a lot more than

just hooking up a scan tool. Knowing what is a reasonable charge requires knowing which of the above steps you’ll be including. I can’t tell you what to charge. But given that some of the steps can vary widely from vehicle to vehicle, I think the fair thing is to include the basics in your base charge for scanning—pulling the vehicle in, letting it get up to operating temperature, hooking up the scan tool and recording the DTCs. I think it’s also fair to then lineitem the related procedures that vary more widely vehicle to vehicle. Certainly the diagnostic time required to trouble-shoot all the DTCs varies based on the number and complexity of those codes. I don’t see how that can be included in a basic scan charge rather than being itemized out based on how much time is required for each particular vehicle. I think the industry should move away from a simple set charge for every scan. Instead, I’d suggest defining what’s included in the base charge and then adding line items for the diagnostic work and other variables.

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OE Shop Certification with Stacey Phillips

Stacey Phillips is a freelance writer and editor for the automotive industry. She has 20 years of experience writing for a variety of publications, and is co-author of “The Secrets of America’s Greatest Body Shops.” She can be reached at sphillips.autobodynews@gmail.com.

Subaru of America Prepares to Launch Its Certified Collision Center Network Program Enrollment opens Jan. 1, 2019 Subaru of America is currently preparing to launch the Subaru Certified Collision Center Network to independent shops across the country. Nicole Riedel, wholesale parts specialist for Subaru of America, recently shared information about the program requirements and what collision repair facilities should expect. Riedel reviewed the program and all its onboarding elements during a recent webinar hosted by Dave Luehr’s Elite Body Shop Academy. This included information about tools and equipment, facility standards and the training and technician requirements. “We’re excited to begin offering our certified collision network to independents across the country,” said Riedel. “For the last few months, we have been conducting a pilot pro-

gram and initial launch with our retailers, and now we are preparing to launch the program to the public. On Nov. 28, we announced to our waitlist that enrollment will open on Jan. 1, 2019.”

What are the main goals of the Subaru Certified Collision Network?


The goals of the Subaru Certified Collision Network are a little different than what some people think. Rather than it being about selling parts or going after aftermarket companies about the parts they sell, we’re not trying to go against anything negative. Instead, the program centers around proper and safe repairs. We at Subaru really care about our owners; we consider the Subaru family one big happy family. We love dogs, we love kids, we love the outdoors and we just want to spread the



love to the collision industry. One of the ways Subaru has set out to serve vehicle owners better is to make sure that at the time of an accident they are getting treated the same way they would throughout

health, community, environment and animal organizations—to set Subaru apart through our deeds and the deeds of our partners and to be unlike any other car company by doing what is right and good, just for the sake of doing it. We’re asking our collision partners to make this commitment as well. The Subaru Love Promise is supported by five different initiatives focused on the Environment (Subaru Loves the Earth), Health & Wellness (Subaru Loves to Care), Community (Subaru Loves to Help), Education Subaru of America is preparing to launch its certified (Subaru Loves Learning) collision center network program and Animal Welfare (Subany Subaru experience: with love, aru Loves Pets), where we partner respect and integrity. We also want with charitable organizations to do to ensure that the collision centers in- philanthropy, volunteerism, etc. terested in doing the right thing for As part of the terms and conditheir owners are being elevated to a point where everyone can know that about them. Not all collision centers are created equally, and we want to raise the flag and provide awareness of the facilities out there that are doing a really good job.

Q: A:

tions for our Subaru Certified Collision Network, we are mandating that collision centers complete at least one volunteer effort throughout the year with a 501(c)(3) organization to make sure they are reaching out and doing what they can for their communities and fulfilling that Love Promise in every regard. Donations are accepted, but they will not fulfill the requirement. Actual outreach and (volunteer) time are required. We believe this sets Subaru’s certified program apart from others. It is the heart and soul of Subaru, and it’s very important to us that we carry it out through every initiative we take. Who is handling most of the administration for Subaru’s program?

Q: A:

The core of our program is done in partnership with

Who should join the Subaru Certified Collision Network?

We encourage anyone who believes in the same values as Subaru to jump on board with our network, and we can fulfill the Subaru Love Promise together. Non-Subaru dealers can take part as well, as long as they have the required equipment and follow our processes. How would you explain Subaru’s Love Promise, and what does it entail?


The Subaru Love Promise is a commitment that we share with our retailers and Subaru of America employees. It is a promise to do right by our community by partnering with nonprofit education,

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autobodynews.com / JANUARY 2019 AUTOBODY NEWS


Wadsworth International. They are handling most of the administration, all of the onsite audits and customer service. They are doing a great job with retailers and pilot shops. In addition, we elected to use the Enterprise Rent-A-Car ARMS® (Automated Rental Management System) Automotive Suite to upload all of the collision center profiles. If a collision center already has an ARMS profile, the facility can link up to it.

What is the cost of the program and what does that fee include?


There is a $3,200 annual fee that covers a one-year subscription to the AutoWatch web portal where a facility uploads its documents. An annual quality repair production audit is also included, as well as access to Subaru Technical Information System (STIS), which includes details about all of our repair procedures. Included in the cost of the program, Subaru will also manage a facility’s KPIs, such as cycle time. If a



shop is struggling in any area, we’ll work closely with employees to help them improve. All participants will receive an initial welcome kit, a certification plaque, an indoor/outdoor banner, window clings, estimate sleeves and

We feel it reduces some of a shop’s liability. A lot of the liability falls on the collision centers to prove that these repairs were done properly. That can be a huge burden. When all of the information is uploaded into AutoWatch, shops have some evidence to prove that they were really doing the right thing. AutoWatch also provides real-time updates on vehicles for customers, which builds trust and helps them feel like a part of the process and secure in the work that the collision center is doing. It also offers the capability Nicole Riedel, wholesale parts specialist for Subaru of to track Customer Service America, recently shared information about the program Index (CSI). At the end of a requirements repair, customers will reaccess to profit boosters, a website ceive a survey through AutoWatch with downloadable marketing mate- where they can rate their experience rials such as fliers, email/digital ma- and we can ensure the brand experiterials and logos. Collision centers ence is being met. will also be featured on www.Subaru Does a shop need to be I-CAR .com and the ARMS profiles. Gold Class-certified? What is the importance of upYes, a shop must be I-CAR loading documentation to AuGold Class-certified, and no toWatch?


JANUARY 2019 AUTOBODY NEWS / autobodynews.com


Q: A:

more than two positions can be held by any one person at a repair facility. I believe I-CAR has adopted this rule as well.

Q: A:

What is Subaru’s position on scanning?

We recently changed our scanning position statement to say that pre- and post-scanning are required. Previously, it said they were recommended. We believe that this is integral since there are so many things that can happen in an accident. We know that collision centers often have a hard time pushing this through with insurance providers, and if changing scanning to ‘required’ is something that helps collision centers do the right thing, then by all means, we are happy to help out. The other aspect we are requiring with scanning is that shops can either use the Subaru-specific SSM4 diagnostic tool and update the software on their own, or use the asTech system, which is a great tool for people who are working on all different makes and models. Either of those is accepted. No other equipment is ap-

proved. The only reason we are requiring those tools is that we can measure them and make sure they are up-to-date to ensure a safe and proper repair.

Q: A:

Are there any other tooling requirements?

Rather than requiring specific brands and models, the required tools are based on specifications. If shops have a welder that meets the specs for a safe and proper repair based on STIS, we are happy to have them use that.

As an independent shop, when can I register for the program and what should I expect?


Currently, the program is open to all Subaru retailers and independent collision centers. We are opening this program to anyone who is a hand-raiser right now. We gave retailers about six months to jump on board and secure their place in their area, and those that were interested have done that. There is no referral or sponsor-


ship needed from a retailer to enroll. Positions will be assigned in order of inquiry and based on market demand. We’re using many metrics in each area, such as units in operation (UIO), insurance claims data and Subaru

tion with customers. We have plenty of open space across the United States. I doubt we will turn many people away, especially from the onset, so if you’re interested, please sign up (details below). There have been rumors that the program has been pushed back. Is this true?


Definitely not. We wanted to make sure all of the retailers knew the date before we told everybody else because they had The program is open to all Subaru retailers and independent invested in the brand and collision centers have worked with us over sales to determine market demand the years to make Subaru what it has and how many collision centers we become. We felt there was a sense of can have in a given geographical area. loyalty to them to make sure they unWe’re not using the typical retailer derstood what was happening before area responsibility model because the we made the announcement to the UIO for aging vehicles are very differpublic. If you are on the waiting list, ent than a sales area. We are trying to you’ll receive an email. do what’s fair because we don’t want For more information and to to oversaturate the market. We want to sign up for the program/be added to make sure that the business and the the waiting list, email: info@subaru work is there so shops can build rela- certifiedcollision.com or call 877tionships and have good communica- 257-0046.


Martin Senour Introduces Pro Filler Body Filler

PRO Filler Body Filler from Martin Senour is a premium line of lightweight filler, fiberglass reinforced filler and putty. The professional-grade product offering provides reliable, high caliber performance in any repair. Body shops seeking a straightforward, cost-effective solution to auto body repair look to the PRO Filler line for a quality product that will promote shop productivity. With professional grade adhesion, elimination of micro-pinholes and industry-leading sanding properties, PRO Filler is a versatile system fit for any repair job. “The complete PRO Filler line allows for seamless repair,” said Nick Dowling, product manager, Martin Senour. “It’s an asset in any job that requires a product with strong adhesion and smooth application.” The PRO Filler line is Martin Senour’s premium body filler technology. Its performance-driven formula provides dependable application that contributes to increased productivity.

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©2018 Porsche Cars North America, Inc. Porsche recommends seatbelt usage and observance of traffic laws at all times.

autobodynews.com / JANUARY 2019 AUTOBODY NEWS


National Associations with Chasidy Rae Sisk

Chasidy Rae Sisk is a freelance technical writer from Wilmington, Delaware, who writes on a variety of fields and subjects, and grew up in a family of NASCAR fans. She can be contacted at crsisk@chasidyraesisk.com.

ARA Hosts Magical 75th Annual Convention and Exposition From Oct. 31 through Nov. 3, the Automotive Recycling Association (ARA) held its 75th Annual Convention and Exposition at the Walt Disney World Dolphin Resort in Orlando, FL.

Blalock explained. “Networking opportunities are one of the main reasons that automotive recyclers and industry suppliers attend year after year. These opportunities are priceless and allow automotive recyclers to benchmark themselves and their peers in the industry in order to learn from each other. The automotive recycling industry is unique in that a large percentage of businesses are family-owned and multi-generational, which really brings a family atmosFourteen countries were repre- phere to this annual gathering. sented, with industry professionals “Speakers ranged from fellow traveling from as far away as the recyclers, governmental officials and United Kingdom, Australia, Brazil, industry experts. ARA debuted new Canada, France, Germany, Hong peer-to-peer panels for both full-serKong, Japan, Netherlands, New vice and self-service operations, Zealand, Peru, Poland and South which proved to be among the most Korea. popular sessions. Our members need According to Sandy Blalock, to stay informed on the latest develexecutive director for ARA, “Nearly opments and trends in the automo900 professional automotive recy- tive repair industry. ARA’s Annual clers, industry vendors, suppliers and Convention, as well as ARA affiliate supporters made the trip to celebrate chapter association events, serve as a the association’s 75th anniversary at means of providing this type of vital the happiest place on Earth: Walt Dis- information. The networking and inney World.” formation-sharing that take place at these events also provide insight to our association leaders and staff that helps determine the direction of current and future ARA initiatives—it’s where we take the pulse of the industry.” The convention and exposition also provides ARA leaders with an opportunity to showcase member benefits and promote the associIncoming ARA President Jonathan Morrow (right) poses ation’s value by highlighting with outgoing President David Gold (left) the products and services The largest annual meeting of only offered by ARA. Talking to the professional automotive recy- members also provides the associacling industry in the world, ARA’s tion’s staff with a better understandAnnual Convention and Exposition ing of their members’ needs. provides a unique opportunity for atDuring the convention, Jonathan tendees to network with one another Morrow of M&M Auto Parts in Virand obtain top tier training. ginia succeeded David Gold from “Association-sponsored events Standard Auto Wreckers as the associlike the ARA Convention provide ation’s president. Additionally, ARA significant education and network- recognized some of the industry’s best ing opportunities, two of the most by distributing several awards. The beneficial reasons that attendees Automotive Recyclers Association of [keep] coming back year after year,” Rhode Island received the Affiliate


JANUARY 2019 AUTOBODY NEWS / autobodynews.com

Chapter of the Year award, and Shan McMillon of Cocoa Auto Salvage in Florida was recognized as Regional Director of the Year. Nordstrom’s Automotive in South Dakota re-

Roger Schroder was honored as Member of the Year, and the coveted President’s Award was bestowed upon Jeff Schroder of Car-Part. Blalock added, “Many new programming features were debuted this year, including a Big Beach Bash that automotive recyclers and their entire families could enjoy. Attendees enjoyed the event, and the feedback has been positive. We have many volunteers, including recyclers and vendors, who work colAutomotive recyclers Lawrie Beacham (Australia), Ed MacDonald (Canada), Ted Taya (Japan) and Andy laboratively all year to plan a Latham (U.K). Standing is Steve Fletcher, executive program that meets the needs director of the Automotive Recyclers of Canada of our dynamic industry. I ceived the CAR Member of the Year believe the event measured up to all of award, while Gold Seal Member of our expectations.” ARA’s 76th Annual Convention the Year was awarded to Counselman’s Automotive Recycling in Al- & Exposition will take place Oct. 10– abama. CIECA’S Fred Iantorno 13, 2019 in Charlotte, NC. For more received the Apple Award, Car-Part’s information about ARA, visit a-r-a.org.

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autobodynews.com / JANUARY 2019 AUTOBODY NEWS


National Events with Stacey Phillips

Stacey Phillips is a freelance writer and editor for the automotive industry. She has 20 years of experience writing for a variety of publications, and is co-author of “The Secrets of America’s Greatest Body Shops.” She can be reached at sphillips.autobodynews@gmail.com.

SCRS Red Carpet Awards Breakfast at SEMA Recognizes Collision Industry The Society of Collision Repair Specialists (SCRS) hosted the second annual Red Carpet Awards Breakfast during SEMA on Oct. 31. During the special event, individuals and businesses in the collision repair industry were recognized for their outstanding leadership, dedication and commitment. “It’s always a pleasure to bring up new faces and new voices to help this industry recognize greatness,” said Aaron Schulenburg, executive director of SCRS. “This isn’t an SCRS event. This is a collision industry event for every organization that wants to recognize greatness in this industry.” Awards were given out by the Automotive Management Institute (AMi), Automotive Service Association (ASA), BodyShop Business, CIECA, I-CAR, National Auto Body Council (NABC) and SCRS. “Today is about recognizing and celebrating the greatness within our industry,” said Rissa Matsumoto of Auto Body Hawaii, who emceed the event.

Automotive Management Institute (AMi) Mark Claypool, Optima Worldwide, was presented with AMi’s Collision Repair Training Provider of the Year award. Jeff Peevy, president of AMi, said the well-known industry leader has been a big supporter of the organization and leads many AMi-approved courses that have been well received. Two former board of trustees members received an award for Outstanding Dedication, Commitment and Personal Leadership: Bob Keith, Assured Performance, and Tony Passwater, president of AEII. This year, Peevy said there were close to 100 individuals who graduated from the AMi program. In addition to holding a graduation ceremony earlier this year, 11 individuals were recognized during the breakfast for earning a professional designation: Ken Brown, Bruce Burrow, Maria Carrillo, Robert Byron Gottfred, 62

Wesley Jackson, Kandie JenningsMolloy, Scott Kaboos, Tony Passwater, Carl Preston Riggenbach, John Shoemaker and Kenneth Thayer. “Learning may be defined as a transformative process of taking in information that when internalized and mixed with our experiences, changes what we know and builds

BodyShop Business Sean Donohue, publisher of BodyShop Business, announced the magazine’s Multi-Shop (MSO) Executive of the Year winner: Vartan Jerian Jr., director of operations for Caliber Collision/H&V Collision Center. The MSO has been involved in numerous charitable activities over the years and was one of the first in the Albany, NY, capital region to introduce the lean production process, which drastically improved the business’s KPIs. Louis Giordano, Giordano’s Collision, received AMi recognized 11 individuals during the Red Carpet the Single-Shop Executive Awards breakfast for earning a professional designation of the Year award. A memon what we do. It is based on input, ber of the Long Island Auto Body process and reflection,” said Peevy. Repairmen’s Association since 1970, “It is what changes us. I’m a strong Giordano has owned three shops and believer and advocate that learning worked in both collision repair and is the only source of a sustainable insurance. competitive advantage.”

Automotive Service Association (ASA) Roy Schnepper, president of ASA, announced the recipient of the association’s Phoenix Award, Chuck Sulkala. The award is given by the ASA Collision Operations Committee in honor of an individual in the collision repair industry who has devoted his or her career to advancing professionalism with leadership, integrity and personal strength. For many years, Sulkala has been an active participant in industry associations including ASA, I-CAR, Collision Industry Conference (CIC) and NABC. “This is quite nice,” said Sulkala. “It’s part of why we’re all here and why we work together.” He said that regardless of what side you’re on, where you’re from, what you do or what association you belong to, everyone is part of this industry. “I would hope that when you go home, you give a special hug to your family because they are the ones who allow you to do this, come to these meetings and do the things we do together,” said Sulkala.

JANUARY 2019 AUTOBODY NEWS / autobodynews.com

“The winners of these prestigious awards are true collision repair visionaries who have experienced great success or innovative thinking, overcome challenges and persevered,” said Donohue. CIECA Clint Marlow, director at Allstate Insurance and CIECA’s 2018 chairman of the board of trustees, announced CIECA’s award winners this year. Andy Bober, ARMS Business Solutions, received an Outstanding Dedication award for his contribution to mobile data standards. The Outstanding Contribution award was given to Joanna Cohen, Car-Part.com, who has primarily focused on procurement and estimating messages. Two individuals were named for Outstanding Leadership. Leslie Redfield from Genpact received the



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autobodynews.com / JANUARY 2019 AUTOBODY NEWS


award for her work on the photo estimating committee, and Darrell Amberson from LaMettry’s Collision was recognized for his involvement with the scanning committee. NuGen IT was named the Electronic Commerce Company of the Year. Pete Tagliapietra, business development manager, accepted the award on behalf of the company. Marlow explained that CIECA’s board of trustees extends this award every year to a company in recognition of its outstanding leadership, contribution and dedication to furthering CIECA’s mission in the collision industry. I-CAR Tim O’Day, I-CAR’s chairman of the board of directors, announced the I-CAR Chairman’s Award, which is presented to the individual or organization that has made a significant or extraordinary contribution to the ICAR organization. I-CAR honored Clark Plucinski, who has nearly 50 years of experience in the collision repair industry. Plucinski is currently the executive director of the Collision Repair Education Foun-

dation (CREF) and chairman of the Certified Automotive Parts Association (CAPA). “Our wonderful industry is filled with many success stories by people who have not only made their

business that demonstrates a strong dedication to training and reinforces the positive image of the collision repair industry. CARSTAR Mundelein has held a Gold Class designation since 1996 and was chosen based on the owners’ extensive industry involvement, their dedication to training and the promotion of career opportunities at schools in and around their local community. Van Alstyne then shared information about the Jeff Silver Award. Silver served as the CEO of I-CAR and is considered a pioneer of the I(l to r) Clint Marlow, CIECA chairman of the board; Pete CAR Gold Class and PlatTagliapietra of NuGen IT, recipient of the Electronic inum recognition programs. Commerce Company of the Year award; and Fred Iantorno, The award, presented to CIECA’s executive director Rick Cope, Cope Collision, marks, but also have fulfilled their was established “to maintain Jeff’s commitment to helping others estab- amazing legacy, a true and deep paslish their own careers,” said John sion for training and professional Van Alstyne, CEO and president of growth,” said Van Alstyne. He said I-CAR. Cope is a strong proponent of conJeff and Jeanne Silver, tinuing education, and his shop has CARSTAR Mundelein, were pre- been I-CAR Gold Class since 2007. sented with the Russ Verona Memorial Award, which recognizes a National Auto Body Council (NABC)

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JANUARY 2019 AUTOBODY NEWS / autobodynews.com

Society of Collision Repair Specialists (SCRS) Schulenburg announced the recipient of the SCRS Affiliate Association Award, which is given very infrequently to associations that stand out


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NABC Awards Committee Co-chairs Marie Peevy, owner of Automotive Training Coordinators, and Debbie Teter, Garmat’s director of sales and marketing, presented the NABC awards. Peevy said the Body Image Award, which was given to Moppert Brothers Collision, recognizes a positive, attractive and well-designed facility. “Harry and his brother Steve continually work to certify their shops and repair vehicles to OEM procedures,” she said. Kevin Thomas, Town East Ford, received the NABC Award of Distinction, which celebrates extraordinary efforts by individuals who give of themselves to others. As a result of the business’s strong culture, Teter said Town East Ford has very little turnover and the shop’s CSI is continually over 95 percent.

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amongst others. “Normally it is reserved in instances where other associations look up to one of their peers for the work they have done or for the stage they have set in the industry,” explained Schulenburg.

John Mosley (left) and the Mississippi Collision Repair Association received the SCRS Affiliate Association Award. Aaron Schulenburg, SCRS executive director, is pictured on right

John Mosley and the Mississippi Collision Repair Association were recognized. “This particular organization worked with state regulatory bodies and with other industry groups to develop a consumer guide to insurance and auto body repair through a very

collaborative effort that ended in a product,” said Schulenburg. “I think all in the industry can look to and utilize it as a reference book for their own states.” Jeff Hendler, SCRS historian, then presented the March Taylor Memorial Fund Kina’ole Award to “Collisionista” Petra Schroeder, who retired from Axalta and remains very active in the industry. Hendler said the award honors the name and spirit of March Taylor. The Hawaiian word “Kina’ole” means “Doing the right thing, in the right way, at the right time, in the right place, to the right person, for the right reason, with the right feeling, the first time.” Hendler is an administrator of the March Taylor Memorial Fund, which was created when Taylor suddenly passed away after a scuba diving accident. “He was a mentor to many and friend to all of us,” said Hendler. “The award was not for March, but it’s about the spirit of March. It’s an award that is presented to people who absolutely embrace March’s spirit—Kina’ole.”


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He said Schroeder has that same spirit and is a mentor to many in the industry.

The March Taylor Memorial Fund Kina’ole Award was given to Petra Schroeder. She is pictured with Gary Wano (l), who received the award in 2017, and industry veteran Jeff Hendler

“I had the pleasure to know March much too late in my life, but in the short time I had the pleasure of knowing him, it was just amazing,” said Schroeder. “It means a ton to me to receive this today and to be able to be in front of you. Thank you so much—you have no idea what it means to me.”

IAA Announces Opening of New Flint, MI, Branch

Insurance Auto Auctions, Inc. (IAA) recently announced the opening of its new facility in Flint, MI. The new branch is IAA’s third strategic location serving the northern Midwest market of Michigan. The site boasts a new state-of-the-art facility and its 18 acres allow for future expansion. “At IAA, we are always working to improve the customer experience, and this new facility, with the latest auction technology, allows us to upgrade the buying and selling experience for our customers who previously visited our Bay City facility,” said John Kett, CEO and president of IAA. The new IAA facility in Flint replaces the IAA Great Lakes facility in Bay City, MI. IAA Flint will host auctions on Tuesdays, with preview days held every Monday.

www.autobodynews.com AUTOBODY

Trust Genuine Ford Parts from these Select Dealers N E W JERSEY



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Ditschman/Flemington Ford 877-657-2787 908-782-1795 Fax

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New Holland Ford NEW HOLLAND

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Malouf Ford Lincoln Mercury NORTH BRUNSWICK

800-959-6256 732-951-1429 Fax

Hours: M-F 8-5; Sat 8-1 fordparts@malouf.com www.maloufparts.com

autobodynews.com / JANUARY 2019 AUTOBODY NEWS


Media and Publicity for Shops

Ed Attanasio is an automotive journalist based in San Francisco, California. He can be reached at era39@aol.com.

with Ed Attanasio

Are You Forgetting About Half Your Customers by Not Catering to Women? In the U.S., there are half a million women actively looking to buy a new car at any given time. They have a serious influence on all automotive purchases (85 percent), from the showroom to the service lane. Yet, 74 percent of women feel misunderstood by the automotive industry. So, how as a body shop owner or manager do you cater to this significant percentage of your customer base? Shops all over the country have had great success thinking outside of the box. Many have produced series of how-to videos, sponsored networking/educational sessions at their facilities on a quarterly basis, embraced social media because women use sites such as Facebook and Instagram more than men do, and promoted community nonprofit organizations that appeal to women, such as Mothers Against Drunk Drivers (MADD) and Toys for Tots. We interviewed several female body shop owners to find out how they’re getting 5-star Yelp reviews from female customers and getting recommended to their female customers’ friends and colleagues. Kathy Mello is the owner of TGIF Auto Body in Fremont, CA. She is the president of the California Autobody Association (CAA), a member of the Women’s Industry Network (WIN) and well-known for championing women who strive to enter the industry. An incident she encountered prior to working in the collision repair industry many years ago opened her eyes and taught her a valuable lesson. “I had the first-time experience of getting an estimate after backing into a basketball pole at my child’s school,” she said. “There were no rear-view cameras on Volkswagens

back then. I went to the shop that my insurance company recommended (this was prior to DRPs). I announced myself to two ladies who were sitting at their desks in a halfway-decent office. One of the ladies called an estimator, who walked out to my vehicle without a word. I swear, he grunted several times and then wrote some things on a clipboard as I followed him. “I sat in my original waiting spot as he did his thing. The two ladies talked with each other as they worked. I was basically invisible. The estimator completed his work and handed me a copy without a word. I said thank you and exited. “When I began playing a role in the company my husband founded, I vowed that we would never treat anyone like that, no less a woman. As a result, we have a pleasant office with unisex decor. There are fresh flowers on most days provided by a local florist and a refreshment bar. We start by asking questions right away, not only about the claim and the vehicle, but about the people involved. Another important question is, ‘What is your greatest concern?’ We want to remove any anxiety if we can.” Tiffany Silva, owner of Accurate Auto Body in Richmond, CA, is president of the CAA’s East Bay chapter and is also on the organization’s board. “I don’t feel that we necessarily cater only to women,” she said. “I feel that we cater to each customer who walks through the door. Perhaps because I am a woman, I know how important it is to make sure that each customer feels that we are providing exceptional customer service and treating everyone equally. “My office staff asks each customer if they would like us to go over

Call or Email Now for Rates:





JANUARY 2019 AUTOBODY NEWS / autobodynews.com

their estimate with them line by line. We strive to make sure every customer understands the repairs needed to their vehicle. We don’t just simply hand them paperwork and expect that they’ll understand the terminology in the estimate. I believe this is the most important element in providing excellent customer service. Another important thing is to take the time to explain and educate not only about the claims process, but exactly what is required to repair the vehicle properly. We make sure that no questions or concerns go unaddressed. Although these are standard procedures, they may be more pertinent with a woman, particularly if she is doing this for the first time.” Nancy Friedman, president of Telephone Doctor Customer Service, trains automotive companies on how to enhance the customer experience and cited several main ways to

achieve it. “First, we want to be listened to and valued,” she said. “Making eye contact is important, so don’t keep looking at your watch and other people when you’re talking to me. Smile—because we’re suckers for that, and use the same handshake you do with a man. We don’t want a wet fish handshake that offers three fingers; we hate that. And one last thing: Put a hook in the ladies’ room so that we can hang up our bags. It sounds like a little thing, but the little things add up. “In short, how can you make your shop more attractive to female customers? For one, women care about the cleanliness of your facility and like shops that cater to children because they’re usually in tow. If you have a little kiddie section with toys and books, that also goes a long way with the ladies.”



Downeast Toyota / Scion 800-432-0220 BREWER


Wellesley Toyota 800-734-0006 WELLESLEY

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*Genuine Kia replacement parts (except battery) sold by Authorized Kia Dealer under warranty are covered for the greater of (1) the duration of the New Vehicle Limited Warranty or (2) the first 12 months from the date of installation or 12,000 miles, whichever comes first. Labor charges not included when not installed by an Authorized Kia Dealer. Warranty is limited. See Kia’s Replacement Parts and Accessories Limited Warranty for further details.




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From headlights to tail lights, bumpers to fenders and hoods, there is no substitute for genuine. The only way to assure that you are getting Genuine Kia parts, backed by the Kia Warranty, is to order them from your local Authorized Kia Dealer. Contact your local Kia dealer for assistance and delivery of the parts you need.

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Kia of West Chester West Chester


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autobodynews.com / JANUARY 2019 AUTOBODY NEWS


AkzoNobel Turns Over Keys for Refurbished Car Program to NABC Recycled Rides

The Original Driver The recycled car initiative started in the late 1990s, when Dave Adams, owner of Dave Adams Classic Collision in Orem, UT, saw mechanically sound vehicles with minor body

damage go to salvage yards. Looking to turn the corner for disadvantaged neighbors, Adams and his technicians decided to donate their skills to recondition these vehicles

refinish products and a big red bow for each donated car. Since then, this community relations effort has helped technicians recondition and donate more than

and gift them to community members in need. The program took off. Adams and his team found it rewarding to help others, vehicles were saved from the scrapyard, community members gained transportation, and Adams’ shop received positive attention. In 1999, Adams shared his success story at the AkzoNobel Acoat Selected North American Performance Group conference, a semi-annual event that brings together collision repair professionals. AkzoNobel decided to help and announced that it would sponsor any group member following in Adams’ footsteps by providing Sikkens brand

500 cars, providing as many families with the means to get to work, school, stores, medical appointments and more.

GM To Cut Work Force, Halt Production at Multiple Plants by Andrea Hinds, Williamson Source

As part of a restructuring, General Motors will stop production at five plants and cut its salaried work force by 15 percent (an estimated 14,000 workers, reported AP). Assembly plants in Ontario, Canada; Detroit, MI; and Warren, OH, and propulsion plants in White Marsh, MD, and Warren, MI, will stop operations. GM will cease the operations of two additional plants outside North America by the end of 2019. The locations of these plants have not been disclosed yet. “The actions we are taking today continue our transformation to be highly agile, resilient and profitable, while giving us the flexibility to invest in the future,” said GM Chairman and CEO Mary Barra. “We recognize the need to stay in front of changing market conditions and customer preferences to position our company for long-term success.” 68

GM now intends to prioritize future vehicle investments in its next-generation battery-electric architectures. As the current vehicle portfolio is optimized, it is expected that more than 75 percent of GM”s global sales volume will come from five vehicle architectures by early in the next decade. The company plans to stop building several models now assembled at those plants, including the Chevrolet Cruze, the Cadillac CT6 and the Buick LaCrosse, reported Reuters. In the midst of announcing a cut of roughly 14,000 jobs, GM confirmed it will add a third vehicle—a Cadillac crossover—to its production line-up at its Spring Hill plant in 2019, reported CBS. We thank Williamson Source for reprint permission.


JANUARY 2019 AUTOBODY NEWS / autobodynews.com

Inspiring Others In 2006, the National Auto Body Council took notice of the positive impact the Benevolence program made and asked for AkzoNobel’s guidance to help create its renowned NABC Recycled Rides program. Since launching it in 2007, NABC members have donated nearly 2,000 vehicles to individuals and nonprofit organizations. This year, AkzoNobel and the NABC are merging their programs,

so even more community members will get access to the transportation they need for their daily lives. “Our NABC Recycled Rides program is the perfect way to exemplify the professionalism and integrity of the collision repair industry,” said Bill Garoutte, president and CEO of the National Auto Body Council. “By bringing AkzoNobel’s Benevolence program participants into the NABC Recycled Rides program, we are uniquely positioned to provide the gift of transportation to even more deserving people in need.” “We are incredibly proud of our Acoat Selected members who have helped others through our Benevolence program, which has come a long way over the past 19 years,” added Fifer. “Now, we’re just as proud to officially transition it to the NABC Recycled Rides program and help even more people.” How To Participate Collision repair shops interested in participating in the NABC Recycled Rides program can find more information at https://www.nationalauto bodycouncil.org/recycled-rides/.

OEM Parts You Need and Trust.

All The Genuine Lexus Parts You

Genuine Mitsubishi Replacement Crash Parts are close at hand from the following quality dealerships:

Need For A Lexus Finish i

This holiday season, even more people in need and the organizations that help them are getting support for getting around, thanks to the merger of two recycled car programs. AkzoNobel is handing over the keys for its Acoat® Selected Benevolence Program to combine it with the National Auto Body Council’s (NABC) Recycled Rides™ initiative. The latter has its roots in the AkzoNobel program. “Our program has enabled collision repair professionals across the nation to help thousands of their neighbors in need during the holiday season by presenting them with reconditioned cars,” said Rick Fifer, AkzoNobel central business services manager for automotive and specialty coatings. “By combining our customers’ efforts with the NABC Recycled Rides program, our industry will now be able to kick its community support into even higher gear.”

The Dealers Below Are Genuine Lexus Parts Distributors:




240-715-4435 ROCKVILLE


Courtesy Mitsubishi SOUTH ATTLEBORO


(508) 761-0768 Fax www.courtesy-mitsu.com

301-315-0221 Fax


CONNECTICUT Curran Volkswagen Stratford

203-378-6516 Fax: 203-380-3732 M-Th 8am-6pm; F 8am-5pm Sat 8am-2pm

Ourisman VW of Rockville Rockville

Linden Volkswagen Linden


Fax: 908-486-4232 M-F 7:30am-6pm

Fax: 240-499-2488 M-F 8am-5:30pm Sat 8am-5pm

parts@curranvw.net www.curranvw.net

rockvilleparts@ourismanautomotive.com www.rockvillevolkswagen.com



King Volkswagen Gaithersburg

240-403-2300 Fax: 240-403-2398 M-F 7am-6pm Sat 8am-4pm

dprunner@vwking.com www.vwking.com

Ourisman VW of Laurel Laurel

301-498-6050 Fax: 301-498-0157 M-F 7:30am-7pm Sat 7am-4pm


Volkswagen of North Attleboro North Attleboro

508-695-7131 Fax: 508-695-0321 M-F 8am-5pm Sat 8am-2pm

kenr@driveavw.com www.driveavw.com

908-486-6204 jaragona@lindenvw.com

Open Road Volkswagen of Bridgewater Bridgewater

516-822-4800 Fax: 516-822-4831 M-F 7:30-5:30

parts@platinumvw.com www.platinumvw.com

908-685-1068 Fax: 908-685-1547 M-F 7:30am-5pm Sat 8am-3pm

vwb.parts@openroad.com www.openroadvwparts.com

NEW YORK Hudson Valley Volkswagen Wappingers Falls



Flemington Volkswagen Flemington

Fax: 845-224-3686 M-F 7:30-5:00 Sat 8:00-5:00

877-NJPARTS 877-657-2787

Platinum Volkswagen Hicksville


Fax: 908-782-1795 M-F 7:30am-5pm


autobodynews.com / JANUARY 2019 AUTOBODY NEWS



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JANUARY 2019 AUTOBODY NEWS / autobodynews.com

Profile for Autobody News

January 2019 Northeast Edition  

January 2019 Northeast Edition