Collision Repair 19#3 by Media Matters

INDUSTRY EXCLUSIVE AutoHouse unveils KPIs from coast to coast

TIME TO TRAIN Discounted learning opportunities

DARE BIG WIN BIG

With 13 OEM certifications, L’ Expert Carrosier Rive-Sud has quite the reputation PLUS: RECALIBRATING OPERATIONS |

WHAT’S NEXT FOR THE INDUSTRY CONFERENCE | AIA’S NEW CREW AND MUCH, MUCH MORE!!

LABOUR PAINS When cut-backs are inevitable, understanding law is a necessity!

COVID -19 S PECIAL

EDITIO

N COVER AGE

www.collisionrepairmag.com Canada Post Canadian Publications Mail Sales Product Agreement No. 40841632 l 86 John Street, Thornhill, ON L3T 1Y2

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CONTENTS

COVI D-19 31 SPEC IAL

VOLUME 19, ISSUE 3 | JUNE 2020

COVE DITION RAGE

AutoHouse Technologies 2019 Canadian Benchmark

Inside CARSTAR’s pandemic plan.

INDUSTRY EXCLUSIVE AutoHouse unveils KPIs from coast to coast

-19 COVIDITION

SPECIAL

GE COVERA

RISK IT ALL, WIN IT ALL

LABOUR PAINS

TIME TO TRAIN

When cut-backs are inevitable, understanding law is a necessity!

Discounted learning opportunities

With 13 OEM certifications, L’ Expert Carrosier Rive-Sud has quite the reputation

AutoHouse Technologies’ 2019 Benchmark Report

DEPARTMENTS

FEATURES

PEOPLE ON THE MOVE | 10

AUTOHOUSE TECHNOLOGIES’ 2019 BENCHMARK REPORT | 76 Analyzing KPIs across Canada.

Familiar faces in unfamiliar titles! REGIONAL NEWS | 83

Coast-to-coast industry news!

CLASS IN SESSION | 36

Sources to help you hit the books!

PLUS: RECALIBRATING OPERATIONS | WHAT’S NEXT FOR THE INDUSTRY CONFERENCE | AIA’S NEW CREW AND MUCH, MUCH MORE!!

www.collisionrepairmag.com Canada Post Canadian Publications Mail Sales Product Agreement No. 40841632 l 86 John Street, Thornhill, ON L3T 1Y2

ON THE COVER

The co-owners of Carrossier Rive-Sud vice president Sylvie Breton and president Eric Bernard.

TOWING NEWS | 96

Updates in the hauling and recovery sector!

PRIDE OF THE NORTH | 38

RECYCLING NEWS | 95

PANDEMIC PIVOT | 50

Cycling through auto recycling!

CARSTAR Brampton’s adjusted operations

The industry revs up for COVID-19 relief.

DIVING INTO DIGITAL | 69

Has COVID-19 accelerated adoption of online infrastructure?

Take a look at AIA’s new crew.

Simplicity Car Care’s banner year!

JUNE 2020 COLLISION REPAIR 5

CONTENTS

Financial resources to keep you afloat.

IBIS USA takes to the internet!

COLUMNS PUBLISHER’S PAGE | 08

Have your say in our next issue. By Darryl Simmons

PRAIRIE VIEW | 59

Being a leader in a global pandemic. By Chelsea Stebner

WHO’S DRIVING | 64

Navigating the now. By Jay Perry

ENGINE KNOX | 62

Consider your COVID checklist. By Steve Knox

IN MY ESTIMATION | 80

Improving KPIs and the fallout effects.

54 Labour, layoffs and the law in pandemic.

By Kelly Roberts

COLLISION COUNSEL | 54

There’s a lot to learn about layoffs and the pandemic. By Ronald M. Snyder

LAST WORD | 98

There’s never been a better time to bond. By Allison Rogers

82 Driven Brands acquires Fix Network USA.

HAVE YOUR SAY.

YOUR ONLINE SOURCE

We welcome your comments on anything you see in Collision Repair magazine. Send your feedback to editor@collisionrepairmag.com.

Canada’s collision repair information resource. New articles and top news stories daily. Visit collisionrepairmag.com.

6 COLLISION REPAIR COLLISIONREPAIRMAG.COM

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PUBLISHER’S PAGE

GUIDING INDUSTRY DISCOURSE Announcing Collision Repair’s 2020 editorial advisory board

It is the hope of everyone on the Collision Repair team that the end of the social distancing era does not mean an end to this groundswell of support from the magazine’s readers. To make sure, our team is assembling a list of some of the most knowledgeable and involved members of our readership to serve on our 2020-2022 editorial advisory board. As a magazine, we aim to provide a balanced platform for any sincere and reasonable perspective on an industry-related issue.

Whatever role you have in the collision sector, I hope that you will consider applying to the board. If there is one thing that our most engaged readers will tell you, it is that by guiding Collision Repair’s coverage of the industry, you can play a big role in guiding the industry itself! We have always relied on our readers to provide their feedback so we can cover this complicated, occasionally perplexing and always exciting sector. In recent weeks, however, our team has received a record amount of engagement from across the industry. Long-term readers have taken the time to share their thoughts on the big issues of the day. Others have reached out to us for the first time, eager to share major news leads, and their personal stories about overcoming the challenges of operating in the time of coronavirus. This surplus of ideas, advice, news leads and criticisms of our magazine allows our team to better serve Canada’s collision community. It gives us access to the information and expertise needed to handle even the most controversial issues effectively. We could not be more grateful. In this issue, you will see some benefits right on the page in our long-form coverage of a number of major issues facing the industry. Online, you can see it play out on our firstever Collision Repair webinar, Frame of Mind.

ASSOCIATE PUBLISHER OREST TKACZUK orest@mediamatters.ca EDITORIAL DIRECTOR GIDEON SCANLON (905) 370-0101 gideon@mediamatters.ca ASSOCIATE EDITOR ALLISON ROGERS allison@mediamatters.ca

BY DARRYL SIMMONS

ou might think that putting together Collision Repair during the social distancing era would be a challenge. It is, after all, having a significant effect on many institutions, like industry conventions. But while conventions may be on life-support, Collision Repair has been rejuvenated by our readers’ support through this crisis. The truth is, we’ve never had it so easy—and it is all thanks to the immense surge in support from our readers.

PUBLISHER DARRYL SIMMONS publisher@collisionrepairmag.com

Our judgment about what is and what is not reasonable is only as strong as our network of industry professionals who take the time to weigh-in. Beyond having a place-of-honour on our masthead, editorial advisors will have the opportunity to review issue plans for the magazine prior to production, get early copies of the drafts and weigh-in on discussions about how to cover controversial issues. They will also have the opportunity to help our Digital Dialogue team identify guest experts and vet their presentations for accuracy and relevance. Whatever role you have in the collision sector, I hope that you will consider applying to the board. If there is one thing that our most engaged readers will tell you, it is that by guiding Collision Repair’s coverage of the industry, you can play a big role in guiding the industry itself. More information on the editorial advisory board is available on page 30.

8 COLLISION REPAIR COLLISIONREPAIRMAG.COM

STAFF WRITER MADDY KYLIE maddy@mediamatters.ca ART DIRECTOR YVONNE CORVERS yvonne@mediamatters.ca GRAPHIC DESIGN KATIE STEVENS katie@mediamatters.ca VP OF INDUSTRY RELATIONS & ADVERTISING GLORIA MANN (647) 998-5677 advertising@collisionrepairmag.com INTEGRATED BUSINESS SOLUTIONS ELLEN SMITH (416) 312-7446 ellen@mediamatters.ca INDUSTRY RELATIONS ASSISTANT WANJA MANN (647) 998-5677 advertising@collisionrepairmag.com DIGITAL OPERATIONS MANAGER CASSIE DOYLE cassie@mediamatters.ca CONTRIBUTORS CHELSEA STEBNER, JAY PERRY, KELLY ROBERTS, STEVE KNOX

SUBSCRIPTION One-year $39.95 / Two-year $64.99 Collision Repair™ magazine is published bimonthly, and is dedicated to serving the business interests of the collision repair industry. It is published by Media Matters Inc. Material in Collision Repair™ magazine may not be reproduced in any form without written consent from the publisher. The publisher reserves the right to refuse any advertising and disclaims all responsibilities for claims or statements made by its advertisers or independent columnists. All facts, opinions and statements appearing in this publication have been compiled and included with the permission, though not necessarily the endorsement, of the editor, or of independent columnist contributors, and are in no way to be construed as those of the publisher, or as endorsements of them. PRINTED IN CANADA ISSN 1707-6072 CANADA POST CANADIAN PUBLICATIONS MAIL SALES PRODUCT AGREEMENT No. 40841632 RETURN POSTAGE GUARANTEED Send change of address notices and undeliverable copies to: 317 Reid St., Peterborough, ON K9J 3R2

“We acknowledge the financial support of the Government of Canada”

Collision Repair magazine is published by Media Matters Inc., publishers of:

NEWS

PEOPLE ON THE MOVE RYAN BRUNO – CSN COLLISION CENTRES Ryan Bruno will serve as CSN’s president and chief executive officer, after two years as the banner group’s chief financial officer. The move was announced a few weeks after Bruno was also named as one of the Automotive Industry Association of Canada’s directors. During his time with CSN, Bruno has overseen the franchise’s strategic direction and financial decisions. Prior to joining CSN, Bruno worked with Economical Insurance, TD Securities, and the Bank of Canada. CSN says his background in financial and economic analysis and business strategy make him an “incredibly valuable asset to the company during these unprecedented times.”

JASON BEST – UNI-SELECT In mid-April, Jason Best was named Uni-Select’s senior vice president of sales for Canada. According to Uni-Select, Best will be focusing on continuously strengthening relationships with member customers. A former chairman of the Automotive Industries Association of Canada, Best has worked in the automotive aftermarket for more than two decades.

SUSAN HITCHON – AUTOMOTIVE INDUSTRIES ASSOCIATION OF CANADA Susan Hitchon was elected to the role of Automotive Industries Association of Canada chairperson during its annual general meeting in April. Hitchon, the head of global new business development and special markets with Schrader International, is the first woman in AIA Canada’s history to be elected chairperson. Hitchon says she is focused on improving communication between the association and its members and is prepared to work with the industry to ensure “we’re all up-to-date” on AIA efforts.

JAY PERRY – ALLY BUSINESS COACHING In July, Ally Business Coaching is celebrating the 30th anniversary. Founded by Jay Perry, who has served as the consulting business’s president since its founding, Ally Business Coaching is one of the longest-lasting business consulting firms in Canada. With major distribution firms and a number of Canada’s largest collision centres among the firm’s clients, its popularity within the automotive aftermarket is widely credited to Perry’s tailored approach to business leadership and c-suite training.

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ON THE COVER

REPAIRING IN THE TIME OF

CERTIFICATIONS

The staff of Carrossier Rive-Sud.

The partnership propelling L’Expert Carrosier Rive-Sud to the top BY GIDEON SCANLON

elcome to the social isolation era. You are not going to want to go through it alone. This is as true in the collision industry as it is in life—just ask Eric Bernard and Sylvie Breton, president and vice president of L’Expert Carrossier Rive-Sud in Levis, Quebec. As co-owners of the company, the married couple has shared responsibility for the management of the business and its 30 employees since they took over in 2001. In that time, they have overseen its transition into one of Quebec’s most well-respected collision facilities—and that is not just the opinion of this magazine. With 13 OEM logos printed on its banners, it is among the 10 most widely certified facilities in the country.

As a Quebec facility, securing those certifications was not easy. In 2015, when Eric Bernard decided to pursue the facility’s first—a seal from Porsche—he encountered a great number of hurdles. It took two years to finally secure the certification. Where other owners might feel defeated by such a long process, Eric and his team were determined to learn from the process. Over the next three years, L’Expert’s team secured another 12 certifications—including one from Tesla. These laborious projects were completed by Malcolm Willshire, the company’s future operations director. According to Eric, Malcolm has been an essential pledge in achieving these objectives both in the coordination of training

12 COLLISION REPAIR COLLISIONREPAIRMAG.COM

for the technicians and in the acquisition of the numerous pieces of equipment for the various programs. As the vice president of finance, Sylvie played a major role in the development of the company’s business. One of her most important initiatives was the redesign of the management structure. During her 25 years of work, Sylvie has had a considerable impact on improving the company’s results. One of her most important initiatives was the redesign of the management structure. “Today we can no longer only manage revenues versus costs and expenses, many other actions are essential and must be carried out in order to maintain the company’s financial health.”

ON THE COVER

“I was told that L’Expert Carrossier Rive-Sud had been selected be one of the facilities that would be toured during the BMW Conference. We were very proud!”—Eric Bernard

The co-owners of Carrossier Rive-Sud vice president Sylvie Breton and president Eric Bernard.

She has also taken over the management of a number of other areas of the business, including taking the lead on making decisions about the information and technology systems used by the facility, and the marketing campaigns. Like many of the company’s employees, Sylvie has spent most of her career at L’Expert Carrossier Rive-Sud. However, when she joined the company’s accounting department in 1995, she knew little about finance. “I learned under Eric’s mother. Since then, I’ve earned several diplomas in accounting, marketing and finance. She now manages a team of five people dedicated to human resources, accounts receivable, accounts payable, marketing and quality control. “ But the couple’s biggest success was a much larger scale project. Last fall, the construcL’Expert Carrossier Rive-Sud’s new, 5,800 square-metre facility, which opened to the public in 2019.

JUNE 2020 COLLISION REPAIR 13

ON THE COVER

Our success is based on our organization’s structure. We have clear and concise roles for our team and we are very well organized, which helps us to solve problems quickly.” —Sylvie Breton

Bodyshop advisor Jacques Ouellet.

tion of its new 5,800 square-metre (62,400 square-foot) facility began. It was an immense undertaking, both for the design of the shop floor plans, and the hours required to prepare to present the business plans to financial institutions. Just after the new location’s grand opening, Eric received a call from the BMW team. “I was told that L’Expert Carrossier RiveSud had been selected as a facility to be toured during the BMW Conference. We were very proud!” Neither Sylvie nor Eric are prepared to take personal credit for the success. Eric says that it was his father, Lucien Bernard, who positioned the business to become the centre of excellence that stands today. Lucien, who founded the business in 1973, taught Eric the most important lesson any collision business owner could learn. “That the quality of work has to be the thing you focus on,” Eric says. “It’s what the business built its name on. It is also what we show off in our marketing material.” Eric also credits his team’s professional approach for catching BMW’s attention, and Sylvie agrees. “Our success is based on our organization’s structure” Sylvie says. “We have clear and concise roles for our team, and we are very well-organized, which helps us solve problems quickly.” Eric adds that the system works because it is able to keep qualified employees in the company.

Bodyshop director Erick Laflamme.

“If you want people to stay with your company, you have to give them the opportunity to build a career with you. Our master mechanical technician, Richard Carrier, is a good example. He started with our company in 1979, as an apprentice, before moving on to our master structural technician, and then his current position.” Eric has also taken an active interest in providing opportunities for talented young people to come aboard as well. “We all know there is a labour shortage in the Canadian collision industry. Even when we partner with schools, we aren’t seeing

14 COLLISION REPAIR COLLISIONREPAIRMAG.COM

enough young people coming into the trade,” says Eric. “You have to work hard to give them a reason to stay.” Eric believes that it isn’t just young auto repair technicians who need to be encouraged to join the industry—he also believes in encouraging youngsters to enter the managerial sides of the business. In 2017, Malcolm Willshire joined the L’Expert Carrossier Rive-Sud team as a parttime intern in the marketing and operations side of the business. When he took the job, Willshire did not imagine himself building a career within the business. He took it to fulfill

ON THE COVER

A technician washing a Porsche. The facility first pursued Porsche certifications in 2015.

An estimator in action. According to M. Bernard, Quebec facilities face different rules than other Canadian facilities when it comes to estimation.

part of his CEGEP’s academic requirements. “I wasn’t very interested in automobiles. I didn’t know much about the automotive and the collision repair industries,” jokes Malcolm. “Fortunately, I really liked working here.” This year, Malcolm accepted a full-time position with L’Expert Carrossier Rive-Sud, and serves as the marketing and quality control officer, and is responsible for managing all OEM certification requirements are met. Eric, however, has even bigger plans for Malcolm, and says he hopes to see him take on a senior operations role in the near future. “We need qualified people today if we want to solve tomorrow’s problems,” says Eric. “As a certification-based institution, we face a big

problem—the fees for our services paid by insurance companies.” “Although we invest in all new technologies: tools, procedures and training, the remuneration paid by insurance companies does not match the increase related to these costs. While some insurers are slowly starting to work with the procedures required by OEMs, we need all to follow suit. It is crucial that they are all oriented towards these solutions now.” Sylvie is also eager to see new talent approaching the major issues facing the business today—and in the near future. “Since vehicles are becoming more and more ‘intelligent’ and automated, I think that in the future there will be fewer car crashes,”

A technician working on an Audi Vehicle.

she says. “We must be equipped to adapt to this reality.” While they are of one mind on many issues related to the business, Sylvie disagrees with Eric on one point. While he might be unwilling to take credit for the business’s successful development over the past two decades, she thinks he is being humble. In fact, she says their partnership has played a vital role in the success of L’Expert Carrossier Rive-Sud. When asked the secret to their partnership’s success, she says: “It has to be our ability to work well together and to see problems in the same way. Trust me, we’ve been doing it for 25 years.” JUNE 2020 COLLISION REPAIR 15

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INDUSTRY NEWS

FORUM FOILED The Canadian Collision Industry Forum (CCIF) has cancelled its Montreal conference amid coronavirus concerns. Director Caroline LaCasse confirmed the cancellation on April 6 in an emailed message to the industry, saying the organization was “very disappointed” it had to postpone the event, though it “knew it was the right decision to keep the industry and general public safe.” Those that booked a hotel room via CCIF’s link will receive automatic cancellation. If you booked with another website, you will need to cancel yourself. CCIF’s next industry event will be CCIF Vancouver, which is scheduled for September 24-25, 2020 at the Sheraton Vancouver Airport Hotel.

CCIF was “very disappointed” it had to cancel its Montreal event amid the pandemic, though its Vancouver event remains scheduled for September 24-25, 2020.

CARRYING ON While studies of the impact of the coronavirus pandemic on Canada’s collision sector are yet be available, a survey of the virus’s impact on the U.K. repair sector paints a grim picture. Collision businesses in the United Kingdom saw their work-volume drop by 85 percent in the first 15 days of the coronavirus lockdown, a survey from research firm GIPA has found. Based on information provided by English, Welsh, Northern Irish and Scottish collision business owners, research firm GIPA also found that, from March 20 to April 5, more than half of collision industry businesses closed down operations. Of those that remained in operation, less than 45 percent were operating at their workforce’s capacity.

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Betag North America is now offering technicians, managers and business owners the opportunity to meet with its trainers online. Betag said, while COVID-19 has had a significant impact on the collision repair industry, it “also presents an opportunity to refocus and prioritize initiatives that increase performance and gross margin.” The company says its full program of traditional, instructor-led classes will be available as soon as the current COVID-19 situation allows, though the new ‘Ask Our BETAG Trainers’ service is designed to accommodate the needs of businesses during the coronavirus pandemic era. The company is offering this service free of charge, and there is no previous requirement to have attended one of its training classes or to have purchased any of its outer panel repair equipment. Trainers will offer information on an array of topics, including damage analysis, repair methods and equipment set-up. The company also plans to offer live-video accompaniment to enhance the online training experience. Members of the industry interested in participating in the program should email hello@ betagnorthamerica.com.

During a Solera webinar on April 15, Regional Managing Director Ramon Suarez, who oversees the U.S. and Latin America, said he had “no doubt” industry digitization has been sped up as a result of the COVID-19 pandemic. “The industry has been forced to adopt new technologies that might have still been in pilot or testing phases,” Suarez said. The pandemic has offered an opportunity to test the value of those systems and help customers. Emerging from the pandemic, “claims will be more efficiently managed,” Suarez predicted. The friction and “effort to get one claim done” would be “significantly lower” than in the past. Collision repairers, stakeholders, and insurers will all be affected, according to Suarez—and will “come out of this having a better understanding and much deeper use of digital solutions to manage their claims.”

To accommodate training during the pandemic, Betag is now offering its courses online.

18 COLLISION REPAIR COLLISIONREPAIRMAG.COM

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BUSINESS NEWS

EXPECT DELAYS

President Andres Obrador has declared that the Mexican auto sector will not reopen until after the U.S. sector shows signs of restart.

When the U.S. auto sector does reopen, Canadian parts suppliers could have a strategic advantage over Mexican rivals–a head start. Mexico’s auto sector will not reopen until after the U.S. sector shows signs of a restart, declared President Andres Obrador. Like its USMCA partners, Canada and the U.S., Mexico’s auto sector came to a virtual standstill in March. According to the Mexican president’s own estimates, Mexico would likely require up to four days to resume operations after the U.S. sector reopens.America’s manufacturing sector may not be able to tolerate the delay. Because of the interconnected nature of the North American auto manufacturing sector, any supply line delays could have major ramifications for American automakers. Buying more than 40 percent of the auto parts manufactured in Mexico, U.S. companies spend an estimated $100 billion U.S. ($125 billion) on Mexican auto parts.

DOUBLING DONATIONS Coatings company PPG is doubling down on COVID-19 relief efforts by matching employee contributions through May 31, 2020. When PPG employees in Canada and the U.S. make personal financial contributions to benefit non-profit organizations supporting communities impacted by the COVID-19 crisis, the PPG Foundation is doubling the donations up to $250,000. “This global crisis is impacting every community and citizen in the world and, like others, we want to help those in need,” said Malesia Dunn, executive director, PPG Foundation and corporate global social responsibility. “At the center of our company’s purpose is a commitment to ‘protect and beautify the world.’ Today, the word ‘protect’ is taking on an even greater significance to all of us. We are focused on protecting our communities by supporting these organizations that are helping others, as we all look forward to brighter days ahead.” PPG has also contributed a variety of supply donations, including anti-bacterial coatings and masks totalling more than $500,000.

ACCELERATED APPROACH CarGurus says the coronavirus is encouraging people to consider buying vehicles online. The Canadian digital car sales business has released findings from its COVID-19 Sentiment Study. According to its report, researchers found that the number of people interested in buying online had more than doubled in Canada. Prior to the report, the company says 31 percent of would-be buyers were willing to consider shopping online. More recent numbers show that 62 percent of would-be buyers had expressed a desire to buy online. While the percentage may have doubled, the total number appears to reflect the percentage of people who are still interested in buying vehicles. Six percent of those considered would-be buyers prior to the outbreak were found to have put their plans on hold. Since the release of the report, the business’s stock has trended upward. In early April, the stock sat at about $16-U.S.-per-share. It is not up to near $23-U.S.-per-share. In January, the company was trading at about $38-U.S.-per-share, though its record-high was at $55.69 U.S. in September of 2018.

20 COLLISION REPAIR COLLISIONREPAIRMAG.COM

PLAYING THROUGH It will take more than a global pandemic to stop Winnipeg, Manitoba-based Boyd Group Services, which owns both Gerber Collision and Glass and Assured Automotive. In early May, the company released a preview of its Q1 report, showing a 12.6 percent increase in sales from the same period in 2019. In total, the company saw sales reach $628.4 million, from $557.9 million in Q1 of 2019. Its net earnings increased by almost six percent, up from $21.4 million in 2019, to $22.7 million. While it was not until the end of late February that the coronavirus began to have a major impact on businesses, the automotive aftermarket behemoth is not expecting it to have devastating effects on its second-quarter performance either. It finished the quarter with a cash balance of $576 million. It has $950 million in liabilities–$550 million from leases–with no significant maturities until 2025.

BUSINESS NEWS

PANDEMIC PLUNGE

DesRosiers Automotive Consultants reported that Canadian auto sales had declined nearly 50 percent in the month of March.

In early April, DesRosiers Automotive Consultants reported that Canadian auto sales had plunged 48 percent in March from last year due to the coronavirus outbreak. The group said March sales had appeared to be declining only moderately in the first half of the month, but as social distancing protocols began to emerge and provinces declared states of emergency, dealerships across the country were forced to lock their doors. The plunge in March left first quarter auto sales down 20 per cent compared with last year to an estimated 329,108 units, with no reporting brand seeing increased sales. Sales are still possible online, but DesRosiers notes that hesitation and uncertainty around the economy and the outbreak have kept buyers away. It is expecting even greater declines in April and May.

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After partnering with 3M to produce respirators in response to shortages caused by coronavirus, Ford has doubled down on its relief efforts and is now using airbag material to manufacture hospital gowns for front line workers. By partnering with U.S. safety component manufacturer Joyson, the automaker is using the fabric—nylon 6,6, which is said to be highly fluid-resistant and lightweight—to craft more than 1.3 million gowns by July 4. As of April 19, Ford hopes to have production increased to a rate of 75,000 gowns per week, gradually accelerating to a rate of 100,000 gowns per week.

Fiat Chrysler Automobiles (FCA) made its first Canadian COVID-19 relief donation on April 15, handing 100,000 masks over to Ontario’s first responders. FCA had made the decision to produce masks after consulting with health and EMS officials about how best the company could use its production resources to help battle the COVID-19 pandemic. In addition to producing masks and medical equipment, FCA has also launched programs to support charities providing food services to children. FCA will work with non-profit organizations and foundations that are feeding children in regions of North America where it operates.

BATTERY BAND

Ford is doubling down on its COVID-19 relief efforts by using airbag material to craft hospital gowns and partnering with 3M to manufacture much-needed respirators.

Honda will be teaming up with General Motors to create two new electric vehicle models. Honda will be responsible for working on both the interior and exterior of the cars, but the two electric cars will actually be made in GM factories. Thankfully, both cars involved in the partnership will make their way to the North American market in 2024—unlike Honda’s only current electric car, the little Honda E, which does not have a North American release. American Honda president Rick Schostek also said the two companies could “extend the partnership” in the future. This is not the first endeavour between the two companies—back in 2012, the automakers collaborated on hydrogen fuel cell technology, and both partnered with Cruise a few years ago.

MILLIONS OF MASKS GM Canada will be restarting production at its Oshawa, Ontario assembly plant, which was shuttered in December 2019. The plant will not make vehicles, however—instead, it will manufacture face masks for front line workers. In midApril, the company prepared portions of its Oshawa assembly plant to produce masks based on the production model already working in Michigan. The automaker plans to craft approximately one million masks per month at cost for the Canadian government with an estimate of 50 employees supporting two production shifts. The masks will not be of the N95 variety, said a GM representative.

VOLKSWAGEN’S VIM Among OEMs, Volkswagen stock has performed surprisingly well during the coronavirus crisis. Since a late-March recent low-water point, the Teutonic titan of auto manufacturing has seen its stocks rise up by 22 percent. More than any other major OEM, save one. General Motors has seen its stock rise from about US $16.50 to US $24.50 in the same period. What makes Volkswagen’s stock spike more surprising is that, unlike GM, which had appeared on many best stock lists prior to the meltdown, investors were wary of VW. Prior to the mid-February global market dip caused by the coronavirus, Volkswagen had faced bad press for a number of years due to its involvement in a gas emissions scandal.

American Honda president Rick Schostek said there is a possibility GM and Honda could extend a partnership that has seen Honda install the American OEM’s Ultium batteries on its EVs.

PARTS IN PANDEMIC Though dealership sales have mostly been moved to online formats, Toyota Canada has confirmed that Canadians still driving to and from work each day—such as frontline medical workers—will still be able to have their vehicles repaired amid the crisis. The automaker says its dealership service centres will remain open amid pandemic closures to continue providing parts to collision repair centres and other automotive services. “From routine-but-necessary maintenance to important recall work to the major repairs required after a collision, many car dealerships continue to do their part in communities across the country,” said the automaker in an online statement. JUNE 2020 COLLISION REPAIR 23

INSURANCE NEWS

PROGRESSIVE APPROACH In response to the financial crisis facing many collision industry businesses, U.S.-based Progressive Insurance will be providing US$2 million—about CA$2.5 million– to its network shops. “Recognizing the hardships and uncertainty the country has faced due to COVID-19, Progressive Insurance it will be providing more than $2 million to its Network shops,” the company said in a press release. “Progressive values the relationships they have with their Network shops, and the various ways they assist in servicing the inspection and repair needs of mutual customers. Due to fewer claims that come from less frequent driving, Network shops face uncertainty as business conditions have changed. In light of the current environment, Progressive will be issuing checks to each active Network shop to be used for any purpose at the shop’s discretion.” Part of a broader monetary relief strategy, which Progressive calls its Apron Relief Program, the company will also be offering some leniency to policyholders. “If you have an active personal auto policy at the end of April, you’ll receive a credit for 20 percent of your April premium. We’ll offer the same 20 percent credit to active personal auto customers at the end of May, and we may offer additional credits in the upcoming months.”

In response to the financial crisis facing many collision industry businesses, U.S.-based Progressive Insurance will be providing US$2 million—about CA$2.5 million– to its network shops

CANDID CAMERA Ontario members of Intact’s Rely network received a note from the auto insurer advising them that the change would be one “allowing an Intact staff appraiser to write the initial repair estimate.” The new process will require businesses to use Audatex software and, within 48 hours of receiving the photos, the insurer says its appraisal team will write the initial estimate and send the repair assignment, with photos, to the repair facility through Audatex. “With automatic upload and no re-keying of information, the repair shop can review the estimate and photos in Audatex quickly, confirm parts availability and schedule the customer for the repair appointment,” said Intact in an online release. The insurer says that, in cases where vehicles are inaccessible, repair shops will still be required to write initial repair estimates immediately upon the arrival of the vehicle. Intact Insurance and Belairdirect have announced plans to expand the use of digital photos in estimation procedures to reduce the risk of COVID-19 exposure.

24 COLLISION REPAIR COLLISIONREPAIRMAG.COM

SPRINGING FOR CLEANING Saskatchewan Government Insurance is being hailed by members of the collision industry for embracing a new policy that will reimburse repairers for time spent disinfecting vehicles during the coronavirus outbreak. According to the Saskatchewan Association of Automotive Repairers, the public insurer has agreed to allow shops two quarter-hours of billable time for decontamination of vehicles when they enter and leave a shop. The move is temporary and is expected to be ended when the coronavirus pandemic ends. Manitoba Public Insurance (MPI) is also offering reimbursement and will cover two disinfections—before and after the regular repair operations. The news came just one week after Saskatchewan’s public insurer announced a similar policy. While the exact details of the MPI policies were not known, it is believed to be similar to SGI’s approach.

Both SGI and MPI are offering repairers reimbursement for vehicle disinfection during the pandemic.

TECHNOLOGY NEWS

TRANSFORMATIVE TIRE

TRUCK TECH

Self-driving truck startup TuSimple has partnered with autoIn late March, Goodyear demonstrated its self-repairing tire, motive supplier ZF to develop and produce autonomous vehicle the reCharge. Made from a fibre-reinforced liquid compound, technology, such as sensors, on a commercial scale. TuSimple is which is self-healing, lets the liquid pool and solidify into a ruba self-driving technology company attempting to make it posber-like layer. The liquid can be added throughout the vehicle’s sible for long-haul heavy-duty trucks to operate autonomously life. Goodyear plans to have an AI component create special on both highways and surface streets. The partnership, which treads for the tire, which can be added to the tire by the user. was slated to begin in April, covers China, Europe and North While the self-repairing tire might sound like a harbinger of America. The two companies will co-develop sensors needed in doom for the auto repair sector, similar projects have failed to autonomous vehicle technology such as cameras, lidar, radar and get off the ground. In 2017, Lamborghini unveiled its concept a central computer. As part of the partnership, ZF will contribute car, the Terzo Millennio, which would use carbon nanotubes engineering support to validate and into self-repair its own body panels. Self-driving truck startup TuSimple has partnered tegrate TuSimple’s autonomous system with ZF to develop and produce autonomous Goodyear recently technology for transport trucks. into the vehicle. It’s now making about demonstrated 20 autonomous trips between Arizona its self-repairing tire, which uses and Texas each week with a fleet of more a fibre-reinforced than 40 autonomous trucks—though liquid compound that pools and all of the trucks have a human safety solidifies into a operator behind the wheel. rubber-like layer.

ELECTRIC DREAMS UNPLUGGED

The COVID-19 pandemic is likely to have shattered Tesla’s goal of delivering 500,000 vehicles this year. In 2020’s first quarter, the EV automaker has reported just 88,400 cars worldwide. For comparison, the company delivered more than 110,000 cars in 2019’s fourth quarter. Further, coronavirus fallouts are expected to hit Tesla much harder in the second quarter. According to Dan Ives, a market analyst tracking Tesla, it will be “virtually impossible” to achieve CEO Elon Musk’s goal of 500,000 deliveries in 2020. Ives has lowered his year-end forecast to 400,000 to 425,000 vehicles, while analyst Joseph Osha of JMP Securities altered his forecast to 433,000. Tesla did, however, top the 63,000 vehicles it shipped in the first quarter of 2019—by 40 percent, no less. At the time, Tesla had just started sending Model 3s to Europe and was wrestling with serious delivery snags. With the coronavirus wreaking havoc worldwide, it is unlikely Tesla CEO Elon Musk will meet his goal of shipping 500,000 vehicles this year.

EVS IN THE TERRITORIES The federal government has announced $48,500 in funding for the government of Yukon to raise awareness about zero-emission vehicles to help transition toward a clean-energy future. The funding supports the territory’s first-ever EV Discovery Day, which included a trade show featuring local dealers and owners highlight EVs as viable options—even in northern climates. The initiative also included an educational exhibit at the Yukon Transportation Museum and promotion materials near existing charging stations. EV Discovery Day was organized in partnership with the Government of Yukon and the Yukon Transportation Museum, whose joint contributions bring the project’s total funding to $97,000. 26 COLLISION REPAIR COLLISIONREPAIRMAG.COM

ON CONSUMER CONFIDENCE Consumer confidence in future mobility technologies lags far behind automakers’ plans to bring self-driving and battery-electric vehicles to the marketplace, according to the J.D. Power 2020 Q1 Mobility Confidence Index Study fueled by SurveyMonkey Audience. The index is segmented into three categories: low (0-40), neutral (41-60) and positive (61-100). According to the report, the Mobility Confidence Index for self-driving vehicles has decreased for the first time—to 36 from 39 for Canadian consumers. For battery-electric vehicles, the index decreased to 57 from 59 in Canada. Consumers don’t believe the technology is ready—or that society is ready for self-driving vehicles: technology failure or error remains the top concern about self-driving technology in both countries, with Canadians being even more worried about it (75 percent compared with 67 percent in the US).

ELECTRIC BAILOUT An open letter from Ottawa’s Pembina Institute is urging federal and provincial and the provinces to look at electric vehicle production as one of the pillars for rebuilding Canada’s postCOVID economy. The opinion piece, published by Pembina Institute’s Ontario regional director Carolyn Kim, estimated the sector could grow to a size of $152 billion in GDP and employ 1.1 million people by 2040—but that’s only if a “strong national zero-emission vehicle policy framework” is in place. She said Canada needs to find sectors to grow where there’s long-term potential and insulation from future economic shocks after COVID-19 has passed. One method is to “future-proof ” Canada’s sizeable but shrinking auto manufacturing sector with electric and hydrogen fuel cell expertise. Kim noted that Quebec is home to several heavy-duty EV producers. British Columbia, meanwhile, has a small group of electric-based companies like Electra Meccanica and Canadian Electric Vehicles Ltd. “The foundation for growth is already laid,” she said. “With hydrogen and fuel cell companies already in British Columbia, Alberta, Manitoba, Ontario, and New Brunswick, the potential for job growth across the country is ample.”

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When five-year-old Adrian Zamarripa was pulled over by Utah police in early May, he told authorities he was on his way to California to “buy a Lamborghini.” The child’s parents told CNN that, after he and his mother got into an argument, Adrian took off with his parents’ car. He made it nearly five kilometres before being spotted by authorities, who clocked him swerving on the freeway at a speed of 48 kilometres per hour. Police believed they were pursuing a drunk driver and, according to State Trooper Rick Morgan, Adrian could barely reach the pedals. It has been reported that he had been left in the care of a sibling when the incident occurred, though it remains unclear whether the parents will be charged.

A truck driver was left disgruntled after his company promised him a 2019 Volvo with 50,000 miles when he wanted a like-new 2021 model. To retaliate, the driver parked his company-issued 18-wheeler on top of his boss’s Ferrari. It’s hard to tell whether the Ferrari’s damage is fixable, but we’re almost certain you can guess the fate of this trucker’s employment status.

Armed with three dollars and his parents’ SUV, a five-year-old Utah boy set sail for California to buy his dream car.

SMALL PLANE LANE A plane caused quite a stir in Quebec City in late April when it landed alongside cars on a busy highway. The plane, small Piper PA-28 Cherokee designed for personal use, made the emergency landing after problems, according to the pilot. Multiple dash cams captured the bizarre scene as the aircraft calmly cruises along the highway, which prompted footage to go viral online.

NOT A HALF PIPE A video posted to social media showing three people skateboarding on an empty stretch of the Gardiner Expressway recently spurred an investigation by Toronto Police. The video shows three people dressed in dark clothing riding skateboards on an empty offramp as traffic approaches from behind. The three rogue shredders have been charged under provincial law—skateboarders are considered pedestrians, and pedestrians are not allowed on highways.

A small aircraft made an emergency landing on a Quebec highway in midApril, prompting ample confusion from drivers.

THE HOLEY TRINITY

Three skateboarders were charged after a video showing them boarding down the Gardiner Expressway was released online.

PANDEMIC PERMITS The U.S. state of Georgia has waived road test requirements for drivers licenses due to the coronavirus pandemic, meaning those holding instructional permits can qualify for their licenses without “the comprehensive on-the-road driving test.” The change was announced on April 30 and, by early May, more than 19,000 Georgians had taken advantage. While some argue the decision is dangerous, the state still has requirements the drivers must meet first. All applicants must have held their learners permit for one year and one day with no violations and completed at least 40 hours of driving.

A Florida woman has been ridiculed after photos showing her car parked atop two other vehicles circulated online. The incident allegedly occurred after the driver accidentally put her car into reverse instead of drive. She kept her foot on the gas, causing the car to fly out of the parking lot and onto the nearby roadway. Instead of stopping, the driver started turning as she hit the median, narrowly missing a pickup, and driving through an intersection in reverse. The driver then continued turning and launched the car into a parking lot where it landed on top of a Dodge Journey and Volkswagen Jetta. Both bottom cars appeared to have sustained both windshield and body damage.

An elderly Florida woman has achieved much-coveted three-car pyramid formation, though she may face some hefty repair bills.

JUNE 2020 COLLISION REPAIR 29

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A COLLISION REPAIRER’S GUIDE TO SURVIVING COVID-19!

STANDING STRONG Canada’s auto sector comes together in crisis

9 1 D I V CO ITION D

LE SPECIA

E G A R E COV

THE NEW NORMAL Post-pandemic predictions

PANDEMIC PIVOT CARSTAR Brampton’s recalibrated operations

GETTING A GAME PLAN Industry leaders on adapting operations

Brought to you by

www.collisionrepairmag.com

A COLLISION REPAIRER’S GUIDE TO SURVIVING COVID-19!

CONTENTS

PUBLISHER DARRYL SIMMONS publisher@collisionrepairmag.com

Brought to you by

ASSOCIATE PUBLISHER OREST TKACZUK orest@mediamatters.ca

CONTENTS

EDITORIAL DIRECTOR GIDEON SCANLON (905) 370-0101 gideon@mediamatters.ca ASSOCIATE EDITOR ALLISON ROGERS allison@mediamatters.ca STAFF WRITER MADDY KYLIE maddy@mediamatters.ca

ART DIRECTOR YVONNE CORVERS yvonne@mediamatters.ca GRAPHIC DESIGN KATIE STEVENS katie@mediamatters.ca VP OF INDUSTRY RELATIONS & ADVERTISING GLORIA MANN (647) 998-5677 advertising@collisionrepairmag.com INTEGRATED BUSINESS SOLUTIONS ELLEN SMITH (416) 312-7446 ellen@mediamatters.ca INDUSTRY RELATIONS ASSISTANT WANJA MANN (647) 998-5677 advertising@collisionrepairmag.com

DIGITAL OPERATIONS MANAGER CASSIE DOYLE cassie@mediamatters.ca How CARSTAR Brampton has adapted in crisis.

Learn more about the collision sector’s everyday heroes that have stepped up in their communities.

CONTRIBUTORS CHELSEA STEBNER, JAY PERRY, STEVE KNOX

FEATURES: STAYING AFLOAT | 34

Financial assistance for small businesses. BUSINESS BREAKDOWN | 65

An up-close look at how COVID has impact Saskatchewan businesses.

When slowdowns come, hit the books with new training opportunities!

COLUMNS: (UNDERLINED) PRAIRIE VIEW | 59

Being a leader in crisis. By Chelsea Stebner

COLLISION COUNSEL | 54

Understanding the law is crucial amid COVID.

“We acknowledge the financial support of the Government of Canada”

WHO’S DRIVING | 64

Positioning yourself for the future. By Jay Perry

ENGINE KNOX | 62

Consider your COVID checklist.

Collision Repair magazine is published by Media Matters Inc., publishers of:

By Steve Knox Making sense of pandemic layoffs.

32 COLLISION REPAIR COLLISIONREPAIRMAG.COM

A COLLISION REPAIR’S GUIDE TO SURVIVING COVID-19

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COVID-19 COVERAGE

BUSINESS SUPPORT

PANDEMIC PERSEVERANCE Federal financial assistance programs are here to support you

he Canadian federal government has launched a frenzy of financial aid programs for small businesses seeking supplement for layoffs, slowdowns and more. With the vast amount of rapidly changing information out there, it can be difficult to keep track of the latest government relief schemes. To help you navigate the financial relief waters, Collision Repair has compiled a list of the federal financial programs available to collision repair businesses.

75 PERCENT OFF WAGE SUBSIDY On March 27, Prime Minster Justin Trudeau announced the federal government would be increasing the federal wage subsidy from 10 percent to 75 percent to help small businesses surviving the deepening economic downturn. The 75 percent subsidy is eligible to employers for up to 12 weeks, retroactive from March 15, 2020. In his announcement, Trudeau called small businesses the “backbone” of the economy and said the new measures will help them avoid ordering layoffs or closing down because of the climate of uncertainty caused by the pandemic.

BUSINESS CREDIT AVAILABILITY PROGRAM (BCAP) BCAP includes: The Canada Emergency Business Account (CEBA) CEBA provides much needed credit for small businesses to pay for immediate operating costs like payroll, rent, utilities, insurance, property tax, or debt service. It is 100 percent funded by the Government of Canada. CEBA is available to Canadian employers with $20,000 to $1.5 million in total payroll in 2019, and operating as of March 1, 2020. This includes smaller (i.e., micro) businesses and other eligible employers such as not-for-profits. Under CEBA, financial institutions will be able to provide interest-free credit facilities of up to $40,000 to eligible businesses. If the loan is repaid by December 31, 2022, 25 per cent (up to $10,000) will be forgiven. If the loan is not repaid by December 31, 2022, the remaining balance will be converted to a three-year term loan at 5 per cent interest.

LOAN GUARANTEE FOR SMALL AND MEDIUM ENTERPRISES There are two varieties of loan guarantees for small and medium enterprises: The EDC Loan Guarantee for Small and Medium-Sized Enterprises provides credit and cash flow term loans to small and medium-sized enterprises. Canadian businesses in all sectors that were otherwise financially viable and revenue generating prior to the COVID-19 outbreak are eligible to apply. It allows financial institutions to issue operating credit and cash flow term loans of up to $6.25 million to existing clients, with 80 percent guaranteed by EDC. This money is to be used for operational expenses, not for dividend payouts, shareholder loans, bonuses, stock buyback, option issuance, increases to executive compensation or repayment/refinancing of other debt. The BDC Co-Lending Program for Small and Medium Enterprises provides term loans for operational and liquidity needs of businesses, which could include interest payments on existing debt. Similar to the EDC program, this program is available to businesses that were financially viable and revenue-generating prior to the COVID-19 outbreak. The program is designed in three segments to target support to different business sizes: • Loans of up to $312,500 to businesses with revenues of less than $1 million. • Up to $3.125 million for businesses with revenues between $1 million and $50 million. • Up to $6.25 million for businesses with revenues in excess of $50 million. • Loans would be interest-only for the first 12 months, with a 10-year repayment period. 34 COLLISION REPAIR COLLISIONREPAIRMAG.COM

A COLLISION REPAIR’S GUIDE TO SURVIVING COVID-19

INCOME TAX DEFERRAL With tax season sandwiched within the pandemic, the federal government is extending income tax payments for small businesses. All business can defer until after August 31, 2020 the payment of any income tax amounts that become owing on or after March 18, and before September 2020. This relief would apply to tax balances due, as well as installments. Further, no interest of penalties will accumulate on these amounts during this period.

EMERGENCY SUPPORT BENEFIT Lost your job? The federal government has a $5 billion benefit meant for workers who lose their jobs and do not qualify for EI. The benefit is also available to those who are self-employed and have stopped working due to measures taken to counter the virus’s spread. The Minister of Finance said this will allow for 14 weeks of support at “a comparable level to EI.”

WORK SHARING The Government of Canada is reminding manufacturers of its Work-Sharing (WS) temporary special measures for employers affected by the downturn in business for the steel and aluminum sectors. These measures extend the duration of Work-Sharing agreements by an additional 38 weeks, for a total of 76 weeks. The mandatory waiting period has also been waived so that employers with a recently expired agreement may immediately apply for a new agreement, without waiting between applications and ease Recovery Plan requirements for the duration of the WS agreement. You are eligible to apply if your business has been directly or indirectly affected by the downturn in the steel and aluminum sector and if you: • had a WS agreement that ended between November 25, 2017 and August 18, 2018 • have a WS agreement that will be signed between August 19, 2018 and March 27, 2021 (with an agreement start date no later than March 28, 2021), or • have a WS agreement that will begin or end between August 19, 2018 and March 27, 2021

RETOOLING RELIEF Next Generation Manufacturing Canada (NGEN), the organization leading Canada’s Advanced Manufacturing Supercluster, is investing $50 million to support companies as they prepare to produce critically needed technologies and medical products to aid in the fight against COVID-19. NGen’s program will fund projects that involve accelerated production of products in short supply, including virus screening test kits, gloves, gowns, masks, and other personal protective equipment, hospital equipment such as ventilators and peripherals, as well as cleaning and sterilization chemicals and equipment. Projects will be selected for funding according to critical needs identified by the Government of Canada and the ability of manufacturers to produce products that are safe for both patients and health care workers. The planned projects are expected to have “an immediate impact in the next four to 12 weeks,” said the company. Companies looking for support in launching the production of critical products to fight COVID-19 can indicate their interest at www.ngen.ca/covid-19-response. Further, NGen is seeking any experts who are able to assist are also encouraged to share their capabilities with at ngen.ca/covid-19-response.

STANDING STRONG DURING A GLOBAL PANDEMIC!

JUNE 2020 COLLISION REPAIR 35

COVID-19 COVERAGE

BUSINESS SUPPORT

COVID-19 COVERAGE

TRAINING

HIT THE BOOKS

COVID-19 slowdowns could be a blessing in disguise

s COVID-19 slowdowns continue to grip businesses worldwide, the collision repair industry is using this time to regroup and brush up on the latest training information. With online webinars on refinishing procedures, improving cycle times and build effective vendor and insurer relations, there’s sure to be a session for professionals from all corners of the sector. Take a look through some of the companies offering online training opportunities amid the pandemic!

AXALTA Axalta has expanded its live online courses for their refinish customers around the globe after the company noted a 38 percent rise in usage of its online training materials in March. “With many customers eager to continue learning while sheltering in place, we have modified the format of our live virtual training and expanded our course offerings to accommodate as many customers as possible,” said Troy Weaver, vice president of Global Refinish. Each virtual class provides live, interactive instruction from Axalta’s expert training team via webcast. Axalta has several courses available to clients, including sessions titled: surface prep/undercoats, basecoat and blending, clear coat application, and plastic refinishing. Additional courses are being added to meet the growing customer demand. For more information visit axalta.com.

SATA Throughout the pandemic SATA Canada has been conducting webinars with its customers, including; distributors, bodyshops and paint manufacturers. Hosted from the SATA training center classroom in Vaughan, Ontario, customers can connect with SATA Canada Business Development specialists across the country. Webinar topics include breathing safety, NIOSH/CSA compliance, filtration and spray gun setup and maintenance. Contact SATA Canada toll free at 1-844-554-SATA (7282), or by e-mail at contact@sata. ca to arrange a custom webinar for your company.

SHERWIN-WILLIAMS Recognizing the need for industry support early on in the COVID-19 pandemic, Sherwin-Williams launched a series of free-to-watch webinars via its Ecolean University program. The online portal features 16 sessions (more than 32 hours) that focus on operational processes and best practices for collision repair facilities. Topics include damage analysis, estimating, the digital takeover and global industry perspectives. Visit ecoleanuniversity.com to learn more.

ONLINE FORUM The Canadian Collision Industry Forum (CCIF) has launched a two-part webinar series on its website. The first webinar, Managing Your Supply Chain and Credit During COVID-19 can help you answer questions like why there have been so many changes to credit accounts amid the pandemic, what’s next and managing changes from a supplier’s perspective. The second webinar, How to Build a Business Continuity Plan for Your Collision Repair Centre, includes discussion around best practices in leading your facility through the pandemic, as well as how to build your BCP to ensure stability in the future. For more information, visit ccif.ca.

READ UP ON RECYCLING Car-Part.com has been hosting frequent webinar sessions amid the pandemic. Topics include selling used parts in an online world, tips on inventorying with Partmate and what’s new with the Car-Part Interchange Plus program. Check out Car-Part.com’s Facebook page for more information.

36 COLLISION REPAIR COLLISIONREPAIRMAG.COM

A COLLISION REPAIR’S GUIDE TO SURVIVING COVID-19

I-CAR

ELITE EDUCATION

Not only has I-CAR made its Repairer Technical Support portal free-for-use through May 31, but the training organization has also released five free courses to keep repairers busy in the event of pandemic slowdowns. From now until the end of June, the following courses will be available at no cost: PM215E01: Improving Your Shop’s Cycle Time PM220E01 Gaining Efficiencies through Blueprinting PM235E01 Understanding Your Part in Profit and Loss PM240E01: Building Effective Vendor and Insurer Relationships VT245E01: Using Vehicle Maker Repair Procedures To learn more about these courses, visit the I-CAR Course Catalog on I-CAR.ca. Please note the courses are only available in English. The Repairability Technical Support portal teaches repairers how to use OEM procedure websites. It also includes the “Ask I-CAR” feature about the content within, which involves I-CAR acting as a “middleman” by taking up shop questions regarding missing or confusing instructions with the automakers themselves. You can also obtain other technical guidance from I-CAR—like the March 18 discussion on Kia spot and plug weld nuggets, as well as access to I-CAR’s 360 tours of various vehicles. To learn more, visit I-CAR.ca.

PRE-SCAN

Dave Luehr’s Elite Body Shop Solutions has been hosting sessions all COVID long.

Dave Luehr’s Elite Body Shop Solutions has been producing content all COVID long. With webinars with industry professionals like Ryan Taylor, CEO of Bodyshop Booster and Dave Flockhart, chief operating officer of BETAG North America, as well as a recording of April’s Positivity Summit to look back on, there’s something for every business owner. Visit CRMCovidHelp.com for more information.

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STANDING STRONG DURING A GLOBAL PANDEMIC!

JUNE 2020 COLLISION REPAIR 37

COVID-19 COVERAGE

TRAINING

EVERYDAY HEROES

The collision community shows its true colours

hen Canada was in its darkest hour, the automotive industry was there to help. As coronavirus rampaged the country and access to critical supplies began to dwindle, collision repair facilities across the country stepped up for their communities, offering support to the same people that have helped them thrive for years.

38 COLLISION REPAIR COLLISIONREPAIRMAG.COM

A COLLISION REPAIR’S GUIDE TO SURVIVING COVID-19

PRIDE OF THE NORTH The collision community takes action

ATLANTIC AID Colonial Auto Parts and APM Limited donated its combined inventory of 3M respirator masks to local health care authorities in mid-April. With the help of Gerry Stead, 3M Safety Specialist in the Personal Safety Division for Newfoundland and Labrador, the company reached out to provincial Health Canada authorities to see how it could aid Atlantic workers on the front lines of the pandemic. “Upon learning that each province is in desperate need of half-face and full-face respiratory masks we were humbled to be able to donate our entire inventory to protect those in the communities we serve,” said Douglas Squires, president of Colonial Auto Parts and APM Limited. The company’s 20 locations in Newfoundland, Nova Scotia and New Brunswick mustered up 111 3M half-face and full-face reusable respirator masks and 1580 N95 disposable masks to health care workers in all three provinces. “These respirators are much more comfortable for breathing in for prolonged periods of time and have specifically been requested by ER doctors,” said Jean Kent, senior director of

Colonial Auto Parts and APM Limited donated its combined inventory of 3M respirator masks—a total of 1,700 units—to healthcare workers on Canada’s East Coast.

supply chain operations for the Nova Scotia Health Authority. “This generous offer will go to good use helping staff who are wearing this PPE all day along. We are having a hard time getting the equipment and I am beyond grateful for this generous offer of support.” “Supplies of PPE are dangerously low, and we encourage all aftermarket suppliers, as

well as other industries—-mining, welding and automotive repairers—to check for items they might not initially think, are useful in medical settings,” noted Squires. “Most N95 masks, cartridge replacement filters, cleaners, and other PPE related materials are suitable, and much needed in the battle to slow the spread of COVID-19.”

facility. The company donated 2,100 of the medical-grade masks to B.C. health care professionals through a new initiative called Operation Protect, which will help distribute the equipment to provincial health care facilities.

“This donation is very close to my heart, as are all the care facilities in Canada, especially those with senior living. Anything we can do to help is great,” said Phoenix.

DISTRIBUTION DONATION NAPA Auto Parts in Vancouver donated its stock of N95 disposable masks to health care professionals in B.C. The donation was inspired by NAPA Vancouver general operations manager Greg Phoenix’s father, who recently moved into an assisted living

STANDING STRONG DURING A GLOBAL PANDEMIC!

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“This community has supported our business for all those years. We have a lot of partnerships with charities, local sports teams and all those great things— but this is different. None of the staff here are the type of leaders that can stand idly by, so it was less of a question of ‘should we do something?’ and more ‘what can we do to help?’” – Max DiFelice, president of Waterdown Collision THE DOCTOR IS IN An Ontario emergency room doctor has sought help from a Toronto auto shop in developing a new tool for healthcare workers combatting COVID on the front lines. Dr. Kaveh Kavoosi is an emergency room physician in Alliston, north of Toronto. Recognizing the risk of contamination for healthcare workers during patient intubation, Kavoosi took to social media to seek help in developing what he calls a protective intubation and resuscitation cube (PIRC). The PIRC design was Inspired by a box prototype in Taiwan that goes over the patient’s head to contain the spray and limit contamination. Within hours of posting his idea online, One Concept Auto in Toronto reached out to Kavoosi. The facility offered its experience in crafting speaker boxes and he took them up on their offer. Right now, the box costs about $500 to make and is put together by cutting pieces of acrylic and using a 3D printer. “It feels great to be part of something that could help in the time of need,” said One Concept Auto owner Alex Labao. “It’s definitely a good feeling.” One Concept Auto in Toronto has partnered with an ER doctor to develop a new tool for healthcare workers.

HELPING HEALTHCARE HEROES

THANK YOU HEROES Raven Grewal, a nurse in Richmond, B.C. was driving to visit a client in a care facility when she lost control of her vehicle, leaving some nasty damage on its front end. As an essential worker in these tumultuous times, Grewal was left incredibly stressed and in need of speedy repair. That’s when she called Speedier Auto Body in Surrey and explained her situation. “Not only did they fix my car within 24 hours,” said Grewal, “but they also didn’t charge me anything as their way of showing support for healthcare workers. “I believe he deserves recognition for what he’s done, and everyone should hear about his kindness. Something positive to hear

within all the chaos.” Arun Dewett and Sandeep Sidhu, owners of Speedier Auto Body, said Grewal had been working flat out for three days and was exhausted. The owners said they

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just wanted to help her out to thank her for her hard work on the front lines. “They are doing so much for us. We should help them,” said Dewett. “Whoever can do it, should step up do it.”

A COLLISION REPAIR’S GUIDE TO SURVIVING COVID-19

Nathan Lavoie should be in the final weeks of high school, but instead he’s been crafting ear guards for Canadian medical workers.

By securing mask straps to the ear guards, which wrap around the back of the head, medical workers are able to alleviate ear strain.

TEEN TITAN Ray Lavoie, manager at GM Forbes Collision in Waterloo, Ont., says his 18-year-old son has been hard at work crafting muchneed medical equipment for Canada’s front line workers. Nathan Lavoie, an 18-year-old Royal Canadian Air Cadet, should be enjoying his last few weeks of high school. Instead, the teen is sat in front of his 3D printer crafting ear guards for Canada’s front line medical workers.

By securing mask straps to the ear guards, which wrap around the back of the head, medical workers are able to alleviate ear strain caused by wearing masks for upwards of 12 hours daily. “We’ve sent them to Montreal, Winnipeg, Calgary, Kitchener-Waterloo, Toronto, Hamilton, North York,” Ray told Collision Repair. “He’s really quite humble about it.” According to Ray, Nathan has crafted more than 2,000 guards, which have been shipped

to workers across Canada, and used more than 3.2 kilometres (2 miles) of plastic material. Nathan, who had purchased a 3D printer before the outbreak, wanted to serve as an example for his fellow Air Cadets. “He just wanted to show them that you can be doing more than just sitting inside playing video games,” said Ray. “You can do something to help—there are lots of options out there.”

WATERDOWN WARRIORS Waterdown Collision is going above and beyond in its local community to provide support amid the COVID-19 pandemic. In early April, Waterdown Collision launched the first of its pandemic relief efforts by picking up food donations from local residents’ homes and delivering the hauls to local food banks. According to Max DiFelice, president of Waterdown Collision, the company plans to launch a new outreach initiative each month to continue supporting the local community. Following the food bank initiative, the facility began offering local seniors grocery delivery. “We’ve seen great success with that program,” DiFelice told Collision Repair. “A woman from Milton—which is about 35 km away—saw the post and asked if we could supply some groceries for her parents in Waterdown.” Waterdown Collision has been in operation for the last 46 years and, in turn, the community has helped the business thrive. Now, DiFelice feels it’s time to give back to

Waterdown Collision in Ontario has launched a community support initiative—which will continue postpandemic—to support those that have supported it for 45 years.

those who have done so much for his business. “This community has supported our business for all those years. We have a lot of partnerships with charities, local sports teams and all those great things—but this is different. None of the staff here are the type of leaders that can stand idly by, so it was less of a question of ‘should we do something?’ and more ‘what can we do to help?’”

STANDING STRONG DURING A GLOBAL PANDEMIC!

DiFelice is encouraging other facilities to stand up and give back to their communities in this time of need. “Look into your communities and see where they need help—whether it be food banks, women’s’ shelters, youth programs or hospitals,” he said. “If you’re in this business, you’re certainly innovative enough—you can figure out exactly how your business can help.” JUNE 2020 COLLISION REPAIR 41

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BISSONNETTE GIVES BACK In his weekly e-mail address on April 14, Bissonnette released data collected from Saskatchewan collision repair facilities. Alongside the data, he provided extensive suggestions for the province’s business owners, suggesting shops use downtime to better their facilities and pursue training and providing his predictions for the post-pandemic normal.

Tom Bissonnette, director of the Saskatchewan Association of Automotive Repairers has been a valuable resource for industry information amid the pandemic. According to Brett McNeil of 3M, Bissonnette has been “a leader in teaching shops how to maximize their efforts during this unprecedented crisis.”

Tom Bissonnette, director of the Saskatchewan Association of Automotive Repairers, has been a valuable resource for Prairie province shops navigating this unprecedented crisis.

SPEEDY COLLISION’S CUSTOMER CARE

Mike and Cathy Nichol, owners of Speedy Collision Airdrie in Alberta have gone above and beyond to help customers secure much-needed supplies amid the pandemic.

Mike and Cathy Nichol, the owners of Speedy Collision Airdrie in Airdrie, Alberta,

have gone above and beyond to offer help to their customers during COVID-19.

When a single mother of three young boys living in a rural community outside of Airdrie was notified that her vehicle was ready for pickup, she informed Mike that she had self-isolated herself with her three boys and was unable to pick up the vehicle. Mike then offered to drop the vehicle off but also asked if the customer needed any essential supplies delivered to her door. Grateful, the customer said the family could “really use” some necessities. Mike left both the supplies, her keys and vehicle in her driveway, notified the customer and left. Speedy Collision nominated the facility as an Everyday Hero after hearing about how it went above-and-beyond to improve the customer experience in these tumultuous times. “Great job Mike and Cathy,” said the company. “Hats off to you—we’re proud to have you as part of Speedy Collision.”

RELIABILITY IN THE REGION As part of its ongoing effort to support local youth in its community, CSN Reliable Auto Body in Courtenay, British Columbia had donated $500 to a local school’s healthy lunch program for the month of April. However, after COVID reached Canada, the business contacted the school to ensure the funds were redirected to families that need a little extra help during these difficult times. The business has also stepped up to support its fellow local businesses. Each week, CSN Reliable purchases and raffles gift certificates from local restaurants. 42 COLLISION REPAIR COLLISIONREPAIRMAG.COM

A COLLISION REPAIR’S GUIDE TO SURVIVING COVID-19

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CORPORATE CONTRIBUTIONS How collision repair companies have shown their support

epairers and recyclers aren’t the only ones offering up relief services amid the pandemic—the industry’s big names have stepped up with massive donations of PPE, life-saving product development and financial aid.

COATINGS CONTRIBUTION O n Ap r i l 1 3 , Axalta announced it would be shifting its production at certain plants in the United States, Mexico, South America and Germany to produce thousands of gallons of hand sanitizer. The coatings company is also donating PPE—including

its N95 inventor y, coveralls, closed hoods and protective sleeves to hospitals worldwide. The coatings company is also donating 5,000 seat covers, typically used in body shops, to local hospitals low on protective supplies. Medical professionals use the covers in their own vehicles to avoid spreading the virus when they come in contact with confirmed

cases of COVID-19. Axalta has been on the front lines of coronavirus efforts since February. To rapidly fulfill a critical need order at the request of a major customer, Axalta’s Changchun, China, plant was granted a special permit to resume work to manufacture paint for a fleet of ambulances in high demand at the peak of the outbreak in China.

KEEPING THINGS MOVING Porsche offered roadside assistance services to approximately 235,000 frontline workers from mid-April through May 31, 2020. To qualify, healthcare workers only need to present their Ontario hospital-issued identification when calling 1-800-PORSCHE for roadside assistance. The services include towing, battery jump-start, flat tire assistance, and emergency fuel delivery. They don’t have to be driving a Porsche to receive the service, either—the roadside assistance will offer help in any roadside emergency, regardless of what car they’re driving. “The world is experiencing one of the worst public health crises in its history and we are happy to offer a gesture to keep the valuable frontline workers moving as safely as possible,” said Marc Ouayoun, president & CEO, Porsche Cars Canada. “We recognize their tremendous contributions and feel that

Porsche Canada offered free roadside service to frontline medical workers during April and May.

assisting in transportation issues during this time while they work towards the safety and wellbeing of Ontarians is our way to contribute to the greater good.” Porsche is not the first automaker to offer

drivers services amid the coronavirus pandemic regardless of the car they’re driving. Mazda North America offered free cleaning and basic vehicle services such as oil changes to frontline workers until May 4, 2020.

BMW Group Canada called on its certified collision repair centres to assess their ability to support the nation’s emergency response by donating any overstocked supplies to local relief efforts. On April 6, BMW issued a letter asking its certified collision repair centres to assess their PPE inventories “with a view of, at some point, donating any discretionary quantities

to support the COVID-19 national response at your individual local level.” The OEM suggested taking action sooner rather than later by offering up unused masks, respirators, gloves, painting suits, safety glasses, masking tape, digital thermometers, disposable wipes and protective foot covers to efforts supporting health care and frontline workers in your local community.

PPE PURSUIT

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A COLLISION REPAIR’S GUIDE TO SURVIVING COVID-19

LOCAL INSPIRATION CARSTAR’s corporate team is donating $10,000 to a Hamilton, Ontario healthcare foundation, a move it describes as “inspired by the organic generosity sprouting within the organization.” In a press release, the CARSTAR communications team announced it would be making a $10,000 to the St. Joseph’s Healthcare Foundation in Hamilton—the city that is home to its Canadian offices. It will also make a $10,000 donation to the Atrium Health Foundation in Charlotte, North Carolina, the city where its U.S. offices are located. “This is about celebrating all of the compassion coming out of a time that has created unprecedented challenges for our world,” said Michael Macaluso, Driven Brands’ group president and executive vice president for its collision and glass division. “It is important in times like these to recognize all of the singular individuals, raising the collective disposition in communities across North America.” Since the beginning of the coronavirus outbreak, CARSTAR has also donated more than 1,000 pieces of medical supplies donated to hospitals, more than 400 kg (1,000 lbs) of food to local shelters.

SUPPLIER SANITIZER

Since the pandemic reached Canada, CARSTAR has donated more than 1,000 pieces of PPE and more than 400 kg (1,000 lbs) of food to local shelters.

RETOOLED REFINISHING To do its part for pandemic relief, Garmat USA revamped a paint booth design to develop a walk-up testing booth for COVID-19—and all in less than a week, according to the company. Garmat says the booth’s protective screen and built-in chemical and puncture-resistant gloves save on PPE use, as there is no need to remove any PPE between patients. The overhead Hepa filtration introduces clean air to the chamber, while positive pressure keeps contaminants out—thereby keeping the virus from entering the box, says Garmat. It can be used indoor or outdoor. Garmat said “all hands were on deck working to get the model completed” and out on the front lines as quickly as possible.

Magna International was quick to react to the pandemic, seeking a testing laboratory for its Puro sanitization device, as well as launching partnerships with manufacturers for ventilator production.

Aurora, Ontario based Magna International developed a Puro ozone sanitizing device in the waking hours of the pandemic, and it said it could be capable of killing coronavirus and sanitizing medical equipment. Puro operates on proprietary software developed by Magna and converts oxygen into super-cleaning ozone molecules that quickly kill bacteria and odors. Once the item is sanitized, the device converts the ozone back into oxygen to be safely released. Since there’s no water involved, the device is ideal for sterilizing surfaces that can’t be boiled or otherwise sanitized. It’s also said to be capable of holding large, oddly sized elements while being safe to use on everyday items, like eating utensils. The device had already been proven to kill MRSA—Methicillin-resistant Staphylococcus aureus, a difficult-to-treat infection in humans—and other viruses, like H1N1 Influenza. An ozone sanitizing device at the University of British Columbia proved killed MRSA bacteria in 2012. STANDING STRONG DURING A GLOBAL PANDEMIC!

Garmat used a paint booth design to develop a walk-up COVID-19 testing booth prepped for the front lines.

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SEVEN PALLETS FROM SASK POLYTECH

Saskatchewan Polytechnic is doing its part to keep healthcare workers safe in their frontline response to the COVID-19 pandemic—the trades college recently collected several pallets of PPE for distribution among health workers in regions across the province. The pallets—seven in total—were obtained from the Moose Jaw, Prince Albert, Regina and Saskatoon campuses contained 780 isolation gowns, 741 boxes of gloves, 212 boxes of procedural masks, 219 boxes of N95 masks and 420 additional masks, 41 containers of hand sanitizer, 40 boxes of masks with face shields, 20 tubs of disinfection wipes, four boxes of surgical masks. Staff first conducted an inventory of supplies and material at each campus. Employees then returned to their campuses and, following proper safety guidelines, gathered the materials from storage and worked with facilities to bring the supplies to staging areas, where boxes were shrink-wrapped and loaded for shipment.

CONSOLIDATED DEALER SERVICES

Saskatchewan Polytechnic recently collected several pallets of PPE for distribution among health workers in regions across the province.

The pallets—seven in total—contained PPE like gloves, N95, surgical and procedural masks, hand sanitizer and disinfection wipes.

BASF

As part of its Count on Us campaign, Consolidated Dealers Co-Operative is donating more than 250,000 safety gloves to COVID-19 efforts. The first donation took place on April 23 in conjunction with the Trillium Association of Automobile Dealers, where 50,000 gloves were picked up for distribution among front line workers and first responders across Canada. BASF has buckled down on its COVID-19 relief efforts in Canada. The company’s Windsor, Ontario site—which normally produces OEM coatings and refinishes—has shifted its lines to produce around 170,000 litres of hand sanitizer destined for front line workers and essential services across Canada. It is also providing other personal protective equipment (PPE), such as disinfectant, gloves, protective suits and masks. BASF has also contributed $64,000 to Food Banks Canada to support food purchasing, distribution and resourcing within food banks across the country amid the pandemic.

Consolidated Dealers will be donating more than 250,000 gloves to COVID-19 relief efforts. 46 COLLISION REPAIR COLLISIONREPAIRMAG.COM

A COLLISION REPAIR’S GUIDE TO SURVIVING COVID-19

STAYING SAFE AT SYMACH Safety management has always been a priority for Symach—both in the equipment it produces and sell, and for Symach working environment. Headquartered in Italy, Symach reopened its production facility providing the full implementation of the ‘Protocol for the regulation of measures to combat and contain the spread of the Covid-19 virus in the workplace’, signed on March 14, 2020. With its company headquarters and production site boasting a combined size of 15,000 sq. m. (161,500 sq. f.), Symach says social distancing among employees is easily ensured. Masks, gloves and hand sanitizers have been distributed to the employees and made available when entering the different departments. Daily cleaning and sanitizing of any single work desk and computers are assured by specialized personnel. Symach’s signs display the details of the new safety measures for employees to follow.

PDR CANADA When PDR Canada embarked on production of its new light tunnel in early January, it never anticipated how useful the product would be in the coming months. When COVID reached Canada, Domenic Serra, owner and operator of PDR Canada said he believed the pandemic would put a halt on the new product. “And then it dawned on me,” Serra told Collision Repair. “We could use the tunnel to create an entirely touchless estimation process.” Now, PDR Canada is using the tool to perform touchless estimates that comply with the current social distancing protocols. By setting the tunnel up inside a repair bay, customers can easily drive into the tunnel to expose any hail damage. “We talk to them from a safe distance—through their vehicle glass—and either make an appointment for a repair at that present time, or we call them to set up a repair at a later date,” said Serra. “They never even need to leave their vehicle.”

PDR Canada’s light tunnel has allowed the company to develop a touchless estimation process for hail damage. The customer can then drive into the light tunnel without leaving their vehicle, allowing the estimator to do their job.

STANDING STRONG DURING A GLOBAL PANDEMIC!

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RECYCLING CHARITY RECYCLING

RECYCLER RELIEF Canadian recyclers have revved up for coronavirus relief

DOM’S DEDICATION Dom Vetere, owner of Dom’s Auto Parts in Oshawa, Ontario, is offering free auto parts to the province’s first responders amid the crisis. First responders—hospital staff as well as paramedics, police and firefighters—can receive up to $200 in free auto parts by providing staff at Dom’s their employee ID. “We want you to know how much we appreciate everything you do,” said Vetere. “We are here to help in any way we can.”

Dom’s Auto Parts is offering up to $200 in free parts for front line workers.

HEROES OF THE VALLEY Riverview Heights Retirement Residence has issued a public thank-you to the Valley Automotive team after staff members delivered much-needed N95 masks to the Pembroke, Ontario retirement residence. In a social media post, Riverview Heights staff thanked Mary and Brandon Poirier, owners of Valley Automotive. “A HUGE Shoutout!! To Brandon and Mary from Valley Automotive

for the extraordinary donation of N95 masks. We are so thankful!” Shortages in N95 masks have been a problem for many medical service providers. After the coronavirus arrived at a Bobcaygeon, Ontario nursing home, medical experts have also expressed fear that retirement and nursing homes will likely suffer significant losses due to a lack of basic medical gear.

Valley Automotive donated a supply of its N95 stock to a Pembroke, Ontario retirement residence.

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A COLLISION REPAIR’S GUIDE TO SURVIVING COVID-19

CAR-PART’S CONTRIBUTION Car-Part.com offered up several relief initiatives to recyclers amid the COVID-19 pandemic, including 10 percent off service fees for parts suppliers and free upgrades to certain Car-Part.com products and services. During the months of April, May and June 2020, Car-Part.com—an online marketplace for used automotive parts—is offering suppliers a 10 percent discount on service fees. The company will also allow suppliers to place their accounts on hold and remove listings from the Car-Part.com marketplace for up to 90 days. Any accounts may be reinstated at any point during those 90 days. “We realize the COVID-19 pandemic has resulted in hardship for many of our customers,” said Jeff and Roger Schroder, founder and vice president of Car-Part.com, respectively. Further, Car-Part.com began providing its current auto recycling customers with free upgrades to certain products and services for a limited time— “to assist in maximizing your parts sales opportunities and operational efficiency using existing vehicles, parts and people.” The company wants to remind recyclers that it is still offering access to its online training webinars. “The current situation may provide an opportunity for you to catch up on training opportunities that you haven’t had time for yet,” said the company. “Our online training resources are available at products.car-part.com/webinars. If you are interested in training on tools or services that are not currently listed there, please contact your Car-Part sales or support rep.”

Jeff and Roger Schroder, CEO and vice president of sales for CarPart.com.

The company has “decided not to reduce [its] workforce at this time” and its staff continues to work remotely. Instead, it has made “significant investments in equipment and technology” so it may continue to provide support to facilities while its teams work remotely. “Our goal is to continue providing the industry-leading tools, training, and support that you need to maximize sales and efficiency during this difficult period.” The company has the backs of its Canadian counterparts in this difficult time and has donated $10,000 to an Automotive Recyclers of Canada relief fund, representing a $5,000 initial donation and up to an additional $5,000 matching donations from others.

SMASHED WINDSHIELD SAVIOUR When Bill Wyatt heard several cars were damaged at a Sarnia, Ontario retirement home already reeling from COVID-19, he wanted to help out. So, Corey Auto Wreckers offered to have the smashed glass of the cars parked at Landmark Village repaired free of charge. “Just the whole circumstances of this virus going around and so on – how could you not?” said Wyatt. “I was glad to do it.” The long-term care home has been hit particularly hard by the virus—six people have died at the facility and more than 20 have been diagnosed with the virus. On April 7, vehicles parked on Landmark’s grounds were damaged and rifled. Three belonged to residents under quarantine and a fourth to a personal support worker working a 12-hour overnight shift. John Scotland, CEO of Steeves and Rozema, the company that owns and operates Landmark, said the company received a call from “a good samaritan out of the London area” who offered the free service. “It’s nice to see small silver linings and acts of kindness in these times,” he said. Wyatt had the replacement for the passenger-side rear window of a Ford Fusion delivered from London to Windsor, where it was installed by a friend of the woman who owned the car. Wyatt said he’s still waiting to hear back from the owners of the other damaged cars, but he plans to give them the glass they need for free. If needed, he’ll help them out in the future. “If anything happens there in a similar situation – and gosh, I hope it doesn’t—I’d be happy to step up again, no problem. STANDING STRONG DURING A GLOBAL PANDEMIC!

When Bill Wyatt heard news of the damaged vehicles parked at long-term care facility Landmark Village—which has suffered six coronavirus deaths thus far—he offered to provide the necessary glass.

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THE CUSTOMER AND COVID-19 CARSTAR Brampton is committed to keeping its customers safe and comfortable

BY ALLISON ROGERS

he current global circumstances have left much of the general public in a cloud of uncertainty, begging the question, what will post-COVID customer service look like? Frank Sottile and Francesco ‘Frisk’ Veneziano, owner and general manager of CARSTAR Brampton, respectively, are on the hunt for an answer. Since the start of the outbreak, the facility’s primary pandemic goal has been to ensure its customers are confident in the safety of its service. Like all businesses, CARSTAR Brampton experienced a slowdown in mid-March as COVID-19 was classified a pandemic and began wreaking havoc in Canada. “As soon as COVID-19 was labelled as a pandemic, we immediately saw a decline,” Sottile told Collision Repair. “It was like the bottom fell out.” The pair wasted no time—when the workflow started to dwindle, Sottile and Veneziano began implementing strategies. They immediately began offering a contactless drop off and pick up process for customers using the ProgiPhoto estimation program, which is currently free for shops amid the pandemic.

Francesco ‘Frisk’ Veneziano and Frank Sottile, general manager and owner of CARSTAR Brampton, respectively.

“It’s all integrated with our Progi calendar, too, which we use for our bookings,” said Sottile. “We were Progi-familiar before, so implementing the new tool just made sense.” The facility also released a video to ensure the public is aware of its essential status, as well as the precautionary procedures it has implemented to meet social distancing protocols. Veneziano said the response from the business’s industry partners have also been positive.

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“We’ve received some great feedback from our insurance partners,” he said. “The most common question I’ve heard in talking to insurers is, ‘what measures facilities are taking to keep their customers safe?’” While CARSTAR Brampton has experienced some slowdowns, Sottile and Veneziano have gotten creative to help their techs fill the time. “It’s all done now, but a lot of the preliminary time was filled with odd jobs—going to a customer’s house to install a missing piece

A COLLISION REPAIR’S GUIDE TO SURVIVING COVID-19

At CARSTAR Brampton, customer drop-offs are done in an empty vehicle bay. The facility has installed COVID-19 signage on site to notify customers that they are open and are taking added precautions to keep customers and staff safe.

and going that extra mile to serve them. We’ve cleared up all those projects now, so we’ve been focused on keeping things tidy around the shop. We’re not dead—we still have a few cars come through every week—and we will survive, but we’re taking money from our left pocket and putting into our right.” Veneziano says staff have also been taking advantage of the CARSTAR University training program and I-CAR courses during the downtime. “If there is downtime, staff have access to all of CARSTAR University’s training courses, as well as the courses I-CAR is currently offering free-of-charge,” he said. “They can always hop on the computer and get those completed.” For many business owners, pandemic protocols have spurred fresh ideas when it comes to easily serving their customers. Given the success CARSTAR Brampton has seen in implementing its drop off and pick up area, Sottile says the facility may consider making the service permanent to accommodate 24hour vehicle drop off.

“When this is all over, we could implement that service. The customer could drop off their car, snap some photos with the Progi system and drop off their car without anyone being at the shop. That’s a hope and a dream away, but it may be something we continue to use in the future.” “With the Progi system, the process is very quick and easy. I think that is only going to benefit us when this is all over—we’ll be able to get our customers in and out as quickly as possible.” Right now, CARSTAR Brampton is focused on the here and now. The shop is putting the customer first and wants to continue serving its community in the safest way possible as pandemic paranoia looms. “Uncertainty is the best word to describe what people are feeling,” said Sottille. “We’re doing everything in our power to keep our staff and customers safe. We’re working to build our trust with the driving public and show them that we want to keep them safe just as much as they want to stay safe themselves.”

STANDING STRONG DURING A GLOBAL PANDEMIC!

CARSTAR BRAMPTON HAS IMPLEMENTED THE FOLLOWING PANDEMIC PROTOCOLS: • Vehicle disinfection using industrial-strength wipes before and after repair • Limited number of customers in front offices • New protocols for reduced contact among technicians on shop floor • Equipment and offices cleaned nightly to “the strictest of hygiene standards” • Contactless estimation processes using ProgiPhoto • Remote payment options

WHEN CUSTOMERS ARRIVE, THEY WILL: • Drive into the employee-free garage • Speak to remote agent behind glass window, who provides instructions on drop-off and key deposit • Sign paperwork in disinfected signing area using clean pen in sealed bag • Pick-up any materials (rental car keys, etc.) • Leave garage through remote-activated door

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SHOP PROFILE

DROP & GO Here are 4 contact-free options for getting an estimate or repair without having to walk into one of our shops: 1 Scheduled Appointments

2 Contact-Free Curbside Estimates

• Make appointment

• Visit repair center

• Repairs are completed

• Estimator provides estimate while you stay in vehicle

• Vehicle is cleaned and delivered

• Estimate delivered electronically

3 Online Estimates

4 Home Pick-Up & Delivery

• Submit photos using online form

(if available)

• Appointment is made

• Pick-up and repairs are made

• Repairs are completed and vehicle delivered

• Vehicle is cleaned and delivered

• Schedule pick-up of vehicle

Boyd Autobody & Glass and Assured Automotive’s top priority is the health and safety of our customers and team members. That’s why we are providing Drop & Go Services that allow you flexible solutions that meet a variety of contact-free and social distancing needs. We realize that this is a very challenging time for everyone and we’re here to help.

For more information visit us online: boydautobody.com • assuredauto.ca

DROP & GO

ADVERTORIAL

DROP & GO Here are 4 contact-free options for getting an estimate or repair without having to walk into one of our shops: Appointments Contact-Free Curbside Estimates 1 Scheduled Here are 4 contact-free options2 for getting an estimate • Make Visit repair orappointment repair without having to walk •into onecenter of our shops: • Repairs are completed • Vehicle is cleaned Scheduled Appointments 1 and delivered • Make appointment • Repairs are completed • Vehicle is cleaned and delivered

• Estimator provides estimate while you stay in vehicleCurbside Estimates 2 Contact-Free • Estimate • Visit repair delivered center electronically • Estimator provides estimate while you stay in vehicle

3 Online Estimates

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(if available) Assured Auto AD electronically • Schedule pick-up of vehicle

• Submit photos using online form

REST ASSURED 4 3 Online Estimates • Appointment is made

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Home Pick-Up & and Delivery • Repairs are completed • Vehicle is cleaned delivered Assured Automotive is pandemic prepared to serve our community and vehicle delivered (if available) • Submit photos using online form • Schedule vehicle As an essential pick-up service, weofhave created the following ince March, our environment and community at large contact-free solutions to safely service our community… has been in a state of flux. Each day seems to present • Appointment is made • Pick-up andhealth repairsand are made Boyd Autobody & Glass and andsituations Assured Automotive’s isAppointments the safety of our customers • Scheduled new challenges for all of us to manage.top priority are •Contact-Free Vehicle isCurbside cleaned andyou delivered Estimates Given this iscompleted the environment we are to live in forDrop the and• Repairs team members. That’s why weexpected are providing &•Go Services that allow flexible solutions that and vehicle delivered • Online Estimates foreseeable future, adapting to new elements is mandatory to meet a variety of contact-free and social distancing needs.

• Home Pick-Up &amp; Delivery keep everyone safe and to minimize the spread of COVID-19. Even though a lot of things have changed, some of us We realize that this is a very challenging time for everyone and we’re here to help. We have now implemented several additional steps within are still driving to work, and may have been involved in Boyd Autobody & –Glass andthere Assured top priority the health safetyofofdisinfectant our customers our repairis process to ensureand application to an accident or maybe is some Automotive’s work on your vehicle your vehicle happens at various stages to ensure the safety of that which you now have time to address. Assured Automotive and team members. That’s why we are providing Drop & Go Services that allow you flexible solutions and Boyd Autobody &amp; Glass have introduced processes everyone. If you have specific questions or challenges which meet a variety of contact-free and social distancing needs. and safeguards to manage your automotive needs. All of need to be addressed, we invite you to speak with one of our locations. would like toto take this opportunity to thank all facilities across Canada are open andtime able to We realizeour that this is a very challenging forprovide everyone and We we’re here help. customers with various contact-free experiences that ensure of the first responders and essential workers who continue health safeguards for our customers and employees. More to keep our communities running during this difficult time. importantly, we have consistent processes and verified the With over 135 locations throughout five Canadian provinces, disinfection cleansers we use meet the guidelines set out by we are proud to do our part to keep you driving by providing safe, quality collision repairs. our provincial governments.

For more information visit us online: boydautobody.com • assuredauto.ca

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LABOUR, LAYOFFS AND THE LAW What every business owner needs to know during the pandemic

BY RONALD M. SNYDER

he COVID-19 pandemic has impacted businesses across the industry spectrum in a manner not previously seen in a generation. Its collateral effect upon employees is nothing short of devastating. In response, both the Canadian federal and provincial governments have issued an array of support measures and guidelines that are continually being revised to address ever-evolving considerations. Based on client inquiries I have received in recent weeks; the following are some of the more recurrent employee-related questions being raised by employers.

WHAT ARE THE REPERCUSSIONS TO LAYING OFF AN EMPLOYEE? A layoff that is not managed properly can expose an employer to unanticipated financial consequences. In a unionized environment, the parties’ relevant collective agreement will typically address how and in what manner lay-offs are to occur and the monetary and non-monetary ramifications that will arise. In a non-unionized environment, a unilateral layoff by an employer can, absent an agreement with the employee to the contrary, constitute a constructive dismissal, which essentially is a deemed termination of the employee. A constructive dismissal occurs where there has been a substantial or fundamental change to the employee’s employment. An employer has no right to impose a unilateral layoff either by statute or common law, unless that right is specifically agreed upon in the employee’s contract of employment. The fact that a layoff may be conducted in accordance with a provincial employment standards act will typically be regarded as irrelevant to the question of whether a constructive dismissal has occurred. Should a lay-off thus become an unintended constructive dismissal, the employer will then be required to pay the affected employee compensation equivalent to, at minimum, the appropriate working notice and severance pay to which that employee would be entitled under the Employment Standards Act (ESA). In the case where the dismissed employee has an employment contract or is otherwise entitled to common law damages, the compensation to be paid out could be even more substantial.

It is to be noted that the subject matter of lay-offs is typically addressed in a province’s employment standards legislation, some of which set out the conditions when lay-offs will be viewed as permanent dismissals, to which financial consequences will also attract. For example, the ESAs in Ontario and British Columbia provide that an employer is deemed to have terminated an employee if the employee is laid-off for a period longer than a “temporary lay-off ”, which is a defined phrase under these Acts. In Ontario, it means: • A lay-off of not more than 13 weeks in a period of 20 consecutive weeks; or • a lay-off of more than 13 weeks in a period of 20 consecutive weeks where the layoff is less than 35 weeks in 52 consecutive week period, and, other certain listed conditions in the Act must exist. An Ontario employee who has been laid off without having been provided a recall date will be deemed to have been dismissed if the laid-off period exceeds the period of the ‘temporary lay-off.’ Notwithstanding above, on May 29, the Ontario government has provided some relief to employers who have laid off staff due to COVID-19 by introducing a new regulation enacted pursuant to the Employment Standards Act (Infectious Disease Emergency Leave), altering how layoffs are handled under the ESA during the pandemic. Generally, an employee who has been laid off for reasons related to COVID-19 beginning March 1, 2020 and onwards, and whose leave continues for six weeks after the

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day that Ontario’s current State of Emergency has been declared terminated, is deemed to be on “Infectious Disease Emergency Leave.” In other words, a reduction or elimination of an employee’s hours will not trigger a temporary layoff. Consequently, an employee’s claim filed under the ESA of having been terminated or otherwise contructively dismissed as a result of a layoff during this period is now significantly curtailed. One such exception is where a deemed termination under the ESA has occured prior to May 29, 2020 as a result of a temporary layoff. Essentially, am employee lapsed is considered to be on an unpaid leave of absence and has a right to return to the job when the leave ends, should the job still exist. During this period of leave, all of the normal rules associated with statutory leaves under the ESA continue to apply. It is of importance to note that this new regulation does not preclude a laid off employee from pursuing a civil action constructive dismissal claim against the employer. To the extent that many employers are currently experiencing severe cash flow shortages, the financial consequences of mismanaging a lay-off could be particularly onerous. Employers should consult with a labour and employment law professional to ensure that all of the necessary steps and precautions are being taken to manage layoffs in a manner that minimizes their financial exposure.

A COLLISION REPAIR’S GUIDE TO SURVIVING COVID-19

WHAT TYPE OF UNEMPLOYMENT SUBSIDIES ARE AVAILABLE FOR MY EMPLOYEES?

The Government of Canada has introduced the Canada Emergency Response Benefit (CERB) to address those individuals who find themselves unemployed as a direct result of COVID-19. This program provides a taxable benefit of up to $500 per week for up to 16 weeks. The qualifying criteria to secure this benefit are as follows:

• Must be a resident of Canada and at least 15 years old; • Unemployment must be a direct result of COVID-19, and the individual did not voluntarily quit their job or is eligible for unemployment insurance or sickness benefits; • Had a minimum income of $5,000 in 2019 or in the 12 months prior to the date of their application; and • Will not have employment or self-employment income for at least 14 consecutive days in the initial 4-week period, and for subsequent benefit periods, the individual expects to have no employment or self-employment income; On April 15, this criterion was expanded to permit applications where an individual earns up to $1000 per month while collecting

the benefit. Further, the CERB is available to individuals who have exhausted their Employment Insurance (EI) regular benefits and are unable to secure work due to COVID-19. It is to be noted that EI benefits and CERB cannot be paid for the same period of unemployment. Some provinces have elected to provide assistance in addition to the CERB. British Columbia, for example, has provided an Emergency Benefit for Workers that will provide a one-time $1,000 payment to individuals who lost employment income because of COVID-19. Eligibility for this payment exists even if EI or CERB has or is being received. Individuals are thus encouraged to investigate whether such similar additional support is available in their province.

“Unemployment must be a direct result of COVID-19, and the individual did not voluntarily quit their job or are eligible for unemployment insurance or sickness benefits.”

WHAT TYPE OF WAGE SUBSIDY IS AVAILABLE FOR MY COMPANY?

The Government of Canada has also made available the Canada Emergency Wage Subsidy (CEWS), which pays temporary wage subsidies of up to 75 percent of an eligible employee’s remuneration (for salaries that do not exceed $58,700 and to a maximum benefit of $847 per week per employee.) This program was originally instituted for 12 weeks from March 15 through June 6. The government, however, recently announced it will extend CEWS to August 29, 2020.Entitlement to this subsidy is predicated on an employer being able to demonstrate a drop in gross revenues of at least 15 percent in March

and 30 percent in the following months in comparison to its 2019 revenues. For newer companies, the comparative months will be January and February 2020. This subsidy is available to employers of all sizes and across all sectors of the economy. Additionally, eligible employers can receive a 100 percent refund for certain withholding contributions to the Canada Pension Plan, EI, the Quebec Pension Plan and the Quebec Parental Insurance Plan. There is also a Temporary Wage Subsidy (TWS) program; a three-month, 10 percent wage subsidy available to employers to reduce the amount of payroll deductions required to be remitted to the Canada Revenue Agency (CRA). The subsidy is equal to 10 percent of the remunerations paid from March 18, 2020 to June 19, 2020 (up to $1,375 per employee to a maximum of $25,000 per employer). Eligible employers include individuals, partnerships, non-profits and registered charities, as well as Canadian-controlled private corporations (including cooperatives) that have an existing business number and

STANDING STRONG DURING A GLOBAL PANDEMIC!

payroll program account with the CRA as of March 18. Although an employer can apply for both the CEWS and TWS, any benefit received pursuant to the CEWS will likely be reduced by an amount equivalent to a TWS received for the same period. Finally, a word of caution to employers applying for the CEWS: to ensure that the subsidy is not inappropriately obtained and that employees are paid the amounts, the government is considering the introduction of new offences that will apply to individuals, employers or business administrators who provide false or misleading information to obtain access to this benefit or who misuse any funds obtained under the program. The penalties may include fines or imprisonment. Thus, vigilance should be exercised in the filing of a claim and in the administration of the wage subsidy received. Where an employer determines, subsequent to its receipt of CEWS, that it is not legitimately entitled to the CEWS or any portion thereof, appropriate due diligence should be exercised that includes notifying the appropriate authorities. JUNE 2020 COLLISION REPAIR 55

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UNDER WHAT SCENARIO CAN MY EMPLOYEE CLAIM SICK BENEFITS DUE TO ILLNESS? Where an individual is incapable of working due to quarantine, injury or illness, EI sick benefits can provide up to 15 weeks of income replacement. The benefit is limited to 55 percent of one’s

earnings, to a maximum of $573 per week. An individual claiming the benefit due to quarantine will not have to provide a medical certificate and the standard one-week waiting period will be waived.

WHAT TYPE OF LEAVE PROTECTIONS ARE ACCORDED TO EMPLOYEES WHO ARE ABSENT DUE TO COVID-19? Virtually all provincial governments and the Government of Canada have passed or shortly will pass legislation to protect employees who are absent from work due to COVID-19. For example, on March 19, the Government of Ontario passed the Employment Standards Amendment Act (Infectious Disease Emergencies), 2020 that prohibits employers from threatening, firing or penalizing an employee because the employee took or plans to take emergency ‘infectious disease leave.’ At this time, COVID-19 is the only disease for which infectious disease emergency leave may be taken. This protection is retroactive to January 25, 2020. Thus, if an employee was fired on or after this date because of an absence due to COVID-19, the employer will be obliged to reinstate the employee to the position the employee most recently held, if it still exists, or to a comparable position if it does not, as of March 19, 2020. The legislation sets out a list of circumstances in which the job-protected leave will

apply and includes protections for employees who are in quarantine, isolation (voluntary or involuntary) or are providing care or support for family members due to a matter related to COVID-19. The latter may include, for example, employees having to care for a child whose school or day care was closed because of COVID-19 and those who are directly affected by travel restrictions such that they cannot reasonably be expected to travel back to Ontario. An Ontario employer may ask an employee to provide “evidence reasonable in the circumstances at a time that is reasonable in the circumstances” to justify the employee’s absence from work due to a COVID-19 concern, but it cannot request the production of a certificate from a physician or nurse as evidence. However, medical notes can be demanded in the context of issues such as return-to-work situations or for accommodation purposes. There is no specified limit to the number of days an Ontario employee can be absent from work under this legislation. The em-

ployee may remain absent for as long as the event lasts that triggered the entitlement to the leave. Further, COVID-19 leave absences do not have to be taken consecutively, but rather may be taken in part days, full days or periods of more than one day. If the employee must absent themselves from a shift for a brief period to address a COVID-19 related concern, such as delivering urgently needed COVID-19 medication to a family member, the employer must permit the employee to return to work for the remainder of the employee’s shift and to pay the employee for that portion of the shift worked. Similar legislation passed or to be passed by other provinces to protect employees’ jobs due to COVID-19 related absences generally mirror the protections provided by the Government of Ontario. Those employers who operate in more than one province should therefore familiarize themselves with the applicable scope of protections accorded their employees in those respective jurisdictions.

Labour and Employment Counsel on Behalf of Employers:

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A COLLISION REPAIR’S GUIDE TO SURVIVING COVID-19

“Provincial occupational health and safety legislation across Canada require that employers take the necessary precautions to protect the safety and health of their employees. With the COVID-19 virus not yet eliminated and the unlikelihood of a vaccine being approved for at least another year, employers must take appropriate steps and implement controls that are reasonably necessary to address the potential hazard of COVID-19 at their workplace.” HOW SHOULD EMPLOYERS PREPARE THEIR STAFF FOR THE RESUMPTION OF BUSINESS? Provincial occupational health and safety legislation across Canada require that employers take the necessary precautions to protect the safety and health of their employees. With the COVID-19 virus not yet eliminated and the unlikelihood of a vaccine being approved for at least another year, employers must take appropriate steps and implement controls that are reasonably necessary to address the potential hazard of COVID-19 at their workplace. The failure to do so could result in the levying of provincial penalties in the form of fines, potential criminal prosecutions and even orders to shut down a business until the identified health and safety issues are properly rectified. The health and safety measures to be taken will vary according the nature of the operation in question. This will require employers to conduct a hazard assessment for COVID-19 transmission at their facility. Some provincial governments have posted guidelines on-line that are sector-specific in how to prevent the introduction and spread of COVID-19 at the workplace. It is equally important that employers communicate to the employees being called back to work of the safety measures being implemented. It can be anticipated that some

workers will be reluctant to return to work if they do not feel assured that the employer is implementing all reasonable measures to protect their safety and health. Notably, many provinces give employees the right to refuse work where the employees reasonably view it to be dangerous. In anticipating higher than normal rates of absenteeism and work refusals, employers should develop a communications strategy that provides their employees with the necessary comfort to return to work. In those circumstances where employees ignore the direction to return, employers should be aware of their legal rights and responsibilities to resolve the matter. Some of the more common considerations for the protection of employees’ safety and health may include the following: • Daily requirement for employees to complete a confidential ‘fit for work’ health questionnaire and/or be subject to a temperature reading before being permitted access to the workplace; • Protocols to address employees at work who become COVID-19 symptomatic; • New protocols or guidelines for the performance of work at the workplace; • make changes to workplaces, floor plans, work schedules and breaks to minimize employee interaction;

• Establish and encourage physical distancing, not only as between employees, but also with suppliers, visitors and members of the public; • Provide personal protective equipment (e.g. masks, gloves); • Install physical barriers; • Increase the sanitization of regularly used/high contact areas including computer stations, door handles and shared equipment; • Ensure access to hand-washing facilities and the prominent placement of hand sanitizer dispensers; • Implement additional precautions for those who may have compromised immune systems or are 60 years of age or over; • Provide COVID-19 precautionary measures training to employees; • Monitor employees for distress and anxiety arising from COVID-19 related changes made in the workplace; and • Permit, where appropriate, telework (i.e. remote working or working from home) and establish a policy that regulates it. While this is a uniquely challenging time for both employers and employees, cooperation, accommodation and proper planning will facilitate an employer’s resumption of its enterprise.

Certified Specialist by the Law Society of Ontario

A labour and employment lawyer for Ottawa’s Folger & Rubinoff, Ronald M. Snyder is also certified as a ‘specialist in labour law’ by the Law Society of Upper Canada. He can be reached at rsnyder@foglers.com.

STANDING STRONG DURING A GLOBAL PANDEMIC!

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WE’RE WE’RE IN IN THIS THIS TOGETHER TOGETHER IT’S IT’S UP UP TO TO EVERY EVERY ONE ONE OF OF US US IN IN THE THE INDUSTRY INDUSTRY TO TO DO DO WHAT WHAT WE WE CAN CAN DO DO TODAY TODAY Let’s support our communities and the tireless efforts of first responders, Let’s our communities the tireless effortsstaff of fiand rst responders, healthsupport care workers, emergencyand personnel, support all essential health care workers, emergency personnel, support staff and all service providers. As we’re able, it’s our duty to keep them safe essential on the service providers. As we’re able, it’s our duty to keep them safe on the roads so they can continue their work on the front lines. roads so they can continue their work on the front lines.

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CONNECTING IN CRISIS Being a leader amid a global pandemic BY CHELSEA STEBNER

Now more than ever, your team needs you to listen to them talk about their fears and the unknown. They need to know you’re hustling to find the answers and strategize for their futures.

want to talk to you about leading in crisis—what it means to me, and what I am struggling with. I am not seeking sympathy. I want to have real conversation, because I think many leaders—in all industries—are struggling right now. It can feel daunting that we’re supposed to know exactly what to do. In fact, I’m often sat here thinking, “who put me in charge of this?” or “am I capable of this?” There are immeasurable feelings of doubt to work out how to squash. If you know me, or if read anything I’ve written recently, you’ll know that I’m a touchyfeely person. I’m a hugger. Human connection drives me. I am a leader that practices heartcentred leadership—but what does that mean in a global crisis? To me—today and for the foreseeable future—it means vulnerability, character and authenticity. It means not being afraid—but also being afraid and saying that out loud. It means sitting down and just listening, being open to hearing others—this is when I need to ensure that my door is off its hinges on that open-door policy. Now more than ever, your team needs you to listen to them talk about their fears and the unknown. They need to know you’re hustling to find the answers and strategize for their futures. It means setting aside the material goals of your business and stepping into the true opportunity that we have—to really walk the walk. This is when your vision really shines. When ‘making a difference’ is our vision in my business and in life it means making tough decisions, having crucial and difficult conversations, issuing lay-offs, sharing ideas and figuring out how—in a vast world of unknowns right now—to lead, survive and, hopefully, thrive in this unprecedented time.

At our shop we have 68 years under our belts, and I need to ensure that we have at least that many more to look forward to. If we’re in the same industry and you’re getting many of the same messages, you’ll understand what I mean when I say the information coming at us is overwhelming. Each morning I open my email to at least five messages about how someone can help me—and I’m sure they can. But it’s a lot. I’m learning to pick and choose how much information I can take in per day. Do you have a crisis vision statement? I heard that the other day. At our business, we do. From the start of this mess, our mantra has been to ‘do the next right thing.’ We have to react quickly as what’s being thrown at us in this moment—it changes almost as quickly as a teenage girl changes her outfit. But that still means checking ourselves—listening to our gut and understanding that we better decide, because no decision is truly a decision as well. And do you want to have someone else decide for you? Not only are we responsible for our business—we have families counting on us, and a community that we support by living and working in it. Now is not the time to stop giving or stop doing for your community. If you’re still operating, if you’re allowed to still operate—are you taking every precaution you can think of and more? What are the repercussions if you’re not heeding the directives from our governments? What is driving you right now? I hope it has nothing to do with profit. Yes, earning dollars is still important—to be sustainable for ourselves, our team and our community. For this industry, the driver is the people. Without people, without a team, without stakeholders, our business will cease to exist. For me, that’s heart-centred leadership.

Chelsea Stebner is the co-owner and operator of Parr Auto Body, a facility in Saskatoon, Saskatchewan, and a member of the CCIF Steering Committee. She can be reached at chelsea@parrautobody.com.

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WEATHERING THE STORM How CARSTAR is helping franchisees navigate uncharted waters

BY ALLISON ROGERS

“We don’t exactly have a playbook for this kind of situation. We have strategies for other catastrophes— for natural disasters and whatnot—but a global pandemic is unchartered territory.”

Jeff Labanovich

s the government implemented social distancing measures, Canadians were left clueless on how to adjust to the current circumstances. Like all Canadian businesses, CARSTAR and its franchisees were forced to make some rapid adjustments when coronavirus reached the north. Collision Repair spoke to Jeff Labanovich, general manager of CARSTAR Canada to hear about the adjustments the company had to make when Canada began battening the hatches, and what it has done to support its franchisees in this turbulent time. Collision Repair: When did CARSTAR begin addressing the pandemic? Jeff Labanovich: We began addressing the situation in mid-March, when we saw governments taking action with practices like social distancing. Similar protocols were being issues in the United States and were beginning to realize there were going to be some serious constraints to how people moved around. We knew paying attention was crucial—we knew we needed to be looking closely to see how this was going to affect business. CR: What were some of the first steps taken by CARSTAR Canada? JL: We don’t exactly have a playbook for this kind of thing. We have strategies for other catastrophes—for natural disasters and whatnot—but a global pandemic is unchartered territory. One of the first actions we knew we needed to take was connecting with authorities like the Public Health Agency of Canada and the U.S. Center for Disease Control. We wanted to get our facts straight and hear, from the source, what kind of safety protocols we should be taking to keep our staff and customers safe.

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As we connected with authorities, we began making a repository of all the information we were collecting. After we’d taken the necessary and recommended steps, that’s when we started considering what social distancing on a day-to-day basis meant for our claims experience. We needed to craft a claims process that can be contactless and virtual. As we fed our franchisees the disinfectant protocols, we quickly adopted a photo-based estimating service for our shops, insurers and customers that would still allow them to complete the claim, but remotely. We then implemented curbside drop-off where customers could simultaneously grab a rental. We also have a valet service, where cars are picked up from the customer’s home via tow truck to support social distancing practices. All of these protocols came into play relatively quickly and we were able to turn them around it a matter of days. CR: How has CARSTAR supported local communities amid the pandemic? JL: Everyone has stepped up in their own way to offer some help. We’ve seen facilities buy lunch for front line workers from nearby restaurants to help out local businesses, launch food drives, donate extra 3M N95 masks—I’ve seen it all. Giving back to the community is one of our main values at CARSTAR—there’s not a week that goes by where we don’t see franchisees supporting their communities in one way or another. At a corporate level, we’ve been working closely with 3M to seek alternative equipment for our facilities. We actually had a national call with 3M and our franchisees, where the company advised and answered their questions on alternative equipment.

A COLLISION REPAIR’S GUIDE TO SURVIVING COVID-19

I’m proud of what we’ve done so far— we aim to be on the forefront in the modern industry and we’ve pivoted in this crisis to come up with alternate solutions. Hopefully that will be recognized post-pandemic

CR: One of the mantras throughout the pandemic has been ‘emerging stronger than before.’ What steps are you suggesting collision repair facilities take to survive the pandemic and come out stronger than before? JL: What we need to remember is, although some locations have had to issue some short-term layoffs, those layoffs can provide opportunity for some cross-training. Maybe this situation could give you the time to work on an efficiency strategy. If you’ve been meaning to go paperless, now’s the perfect time—a little bit of extra time can

inspire some great practices that stick with us after the pandemic. We predict many of the services introduced to comply with social will continue to be offered post-pandemic. We’ve had to adapt in some drastic ways during the pandemic and there’s a very real chance many of these services—like curbside pick-up and vehicle delivery—could become permanent. When that happens, we want to be ready to perfect our practices. We’re somewhat new to this virtual model and our photo-based estimation, so we’re learning as a network and sharing best practices as we try to leverage all the new technology.

I’m proud of what we’ve done so far—we aim to be on the forefront in the modern industry and we’ve pivoted in this crisis to come up with alternate solutions. Hopefully that will be recognized post-pandemic.

We’ve been through a lot together in more than 225 years.

We’ll get through this too.Together.

STANDING STRONG DURING A GLOBAL PANDEMIC!

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ENGINE KNOX

CHECKING IN How are you doing? BY STEVE KNOX

have started asking myself that question from time to time: ‘how are you doing?’ This has forced me to perform self-checks. It could be something that everyone needs to do during this time, because we are all dealing with an unprecedented level of uncertainty, unlike ever before. In my usual environment, I have some control over what happens with the businesses. I understand my role, my commitment to the store owner, commitment to my team members and commitment to my family. All of these responsibilities have made these desperate times all the more difficult to navigate. However, these are the commitments I have made, so navigate I must. Last fall I assembled a plan for this year. It included checkpoints where I would stop and look at our performance, analyze our numbers and build a plan to move forward. This sequential plan would create a gradual

Using this time to refocus on my initial plan of self-checks for both myself and my facility has uncovered opportunities in every aspect of our business. I am analyzing every repair process component.

climb in success; however, the emergence of this global pandemic quickly halted our rise. So where do we go from here? I think the first point to realize is that we are not in this alone. There is no industry out there that has not felt the impact of the virus in one way or another. The second point to consider is that this situation is temporary— soon we will be rebuilding and starting fresh, and we just need to hang in there. The third and most important point, which I will highlight, is that this is actually a huge opportunity for improvement. With fewer vehicles on the road, creating fewer collisions and in turn, less business, we gain the benefit of time. Using this time to refocus on my initial plan of self-checks for both myself and my facility has uncovered opportunities in every aspect of our business. I am analyzing every repair process component. I have studied costs like never before. I have looked for areas to trim. It is also oddly exciting to know that for everything we trim, it will, in turn, create the opportunity for enhancements in things like the technologies we use, estimating processes, supply usage and customer experience. Technologies we have never really taken advantage of before are now becoming key tools for our business. For the first time, I can truly say I am excited about photo-based estimating. It is such a great tool; I have to wonder why our industry has never embraced it so strongly before. It is efficiencies like this, that has to come to the forefront. Estimating has been another great subject around the shop. For example, do we perform a good estimate on a drivable vehicle without having the customer leave the safety of their car? This question has led to the invention. Insurers understand that photo-based

estimating will likely drive supplemental damage up. However, hidden damage not captured in the estimate also affects workflow in the shop. We have therefore updated our standard operating procedures with an emphasis on initial teardowns, as a response to the effects of these new estimating procedures. I have also had the opportunity to study our supply usage. Perhaps we are using too much of some supplies, and we are giving away others. We have room for improvement when it comes to small hardware and products such as specialized adhesives. I have gone back to the guidelines that insurers have provided us in order to help stop our leakage, uncovering several areas where we were not properly highlighting the supplies we used. Finally, and perhaps most importantly, an area of our businesses that we should have in mind right now is how our customers are feeling about what we do. Our traffic has slowed, so every customer we deal with is going to have a much larger effect on our customer service scores. They have been very important to us in the past, but never as important as today. Whether it is highlighting the disinfectants you have applied, providing delivery, implementing contact-less in-store services—these all make a difference in the customer experience. Now when an adjuster speaks to a customer on the phone, they can recommend a facility that they are proud to mention, yours. In closing, how are you doing? Are you performing self-checks? Are you looking after your family, your employees and your obligations to owners? Are you looking after yourself? Remember, any challenge in life is an opportunity to be better. Let’s take this one and make ourselves the best we have ever been.

Steve Knox, general manager at CARSTAR Fredericton and CARSTAR Fredericton North, is an I-CAR instructor and a former member of the CCIF Steering Committee.

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COVID-19 COVERAGE

WHO’S DRIVING

THE NOW Leadership will get you through I am privileged to work with clients with characteristics that prove effective in dealing with ‘the now.’ Don’t forget they are working through the same uncertain condition as we all are.

BY JAY PERRY

ou know what’s happening. Any news channel can update you on present conditions. Likewise, there are lots of prognostications—running from dystopian and bleak to downright dire. This column isn’t about that. It is about the fuzzy big picture of how leadership will get us out of the current situation and moving toward the ‘new normal.’ We may not know exactly how the picture will end up, but one thing is very clear to me: it’s time to start working hard as a leader on the positioning of your business to prominence in your market. I am privileged to work with clients with characteristics that prove effective in dealing with ‘the now.’ Don’t forget they are working through the same uncertain condition as we all are. One of the things they possess is a drive to excel and why they see much of the disruption as an opportunity to review, reassess and reboot so they are looking hard at things like processes, staffing needs, systems, organization and efficiencies. One of our clients went from monthly sales of more than $300K to $0 within a week because of their position in the entertainment industry. They have reassessed completely every aspect of the business from sales to shipping and reimagined what they can offer as both core services and ancillary offerings. They have designed a coaching program to strengthen their staff ’s ability to perform both under pressure. They have also sourced new suppliers, forming new partnerships all allowing them to actually broaden their offering.

Another client utilized technology to overhaul the in-house training they provide staff. This has allowed them to pick up more efficiencies and share the vast experience across their entire network of professionals. Another reimagined the marketing outreach and proportionately grown their business with innovative video, intake procedures and service offerings. Another has examined each of their staff for fit within the organization to ensure a tighter alignment with the overall growth goals of the company. This includes evaluations and assessments of both skills and attitudes. That is just four out of dozens of clients that have seen the potential upside of the problem. There is another trait these clients all hold in common—optimism. They realize, as I do, that the human spirit is indomitable and will not be held down for long. They have been creatives, disruptors and innovators in their historic rises in their respective industries and have tremendous confidence in the abilities of their staff and the ones they hold personally. One last thing—at the risk of sounding selfserving—they, along with our other clients have each committed to the enrichment of themselves and their people through investment in coaching. So, whether you would like to explore the possibility of talking to an optimist like me about coaching yourself and your people to a more productive and attractive business position, please reach out for assistance. The day we realize that none of us can do it alone it is the birth of knowing you are the one who’s driving.

Jay Perry is the founder of leadership development firm Ally Business Coaching. He is also the co-author of Success Manifesto with Brian Tracy and serves as an education partner to California Coast University. He can be reached at jayperryally@gmail.com.

64 COLLISION REPAIR COLLISIONREPAIRMAG.COM

A COLLISION REPAIR’S GUIDE TO SURVIVING COVID-19

COLLISION MICROCOSM An up-close look at Saskatchewan’s repair owners in 2020

his month, the Saskatchewan Association of Automotive Repairers issued a survey to collision business owners from its home province. The 99 repair business owners who participated provided SAAR with an unparallelled breakdown of the collision industry in 2020, from the age breakdown of its Saskatchewan owners, to the business strategies they have pursued in during the coronavirus pandemic.

Business owner age breakdown Under 25 years 1.01% 60 or older 18.18%

55-60 years 27.27%

Responses

Length-of-ownership breakdown Less than five years 15.31%

25-30 years 2.02% 30-35 years 6.06% 35-40 years 7.07%

40-45 years 14.14%

More than 25 years 39.80%

10 to 15 years 12.24%

45-50 years 15.15% 20 to 25 years 10.20%

50-55 years 20.20% There are almost as many collision facility owners older than 60 as younger than 60.

Have you used the slowdown to catch up on online I-CAR training?

Yes, a great deal of them 2.02% Yes, a lot of them 5.05%

Responses

Yes, a moderate number of them 22.22%

Only a few 34.35%

15 to 20 years 5.10% Four-in-ten repair business owners have owned their facility for more than a quarter-of-a-century.

Have you had to lay off employees during the coronavirus pandemic?

None at all 36.36%

Responses

Five to 10 years 17.35%

Yes, the team has been knocking off courses every day. 32.97% We haven’t needed to. We are already up-to-date. 27.47%

We can’t afford the time or the money to pursue training right now. 39.66%

Have you had your techs through the online I-CAR Welding Certification yet? None at all 30%

Have you applied for any government assistance for your business? Yes 38.14%

Responses

No 61.86%

Mostly done 20%

Have your business put off equipment purchases due to the slowdown? Yes 66.67%

No 33.33%

STANDING STRONG DURING A GLOBAL PANDEMIC!

All done 20%

Some done 30% JUNE 2020 COLLISION REPAIR 65

COVID-19 COVERAGE

FACTS AND FIGURES

COVID-19 COVERAGE

NETWORK REPORT

CSN MEETS THE COVID CHALLENGE HEAD-ON CSN has proven its resilience by navigating the COVID-19 pandemic with poise and purpose

SN has never been more prepared for the future. The current economic situation has left many businesses searching for answers, but CSN has treated the pandemic like any other challenge—an opportunity to succeed. In early March, CSN moved all its corporate office staff to remote work and began the process of evaluating what the next few months would look like from an operations perspective. Reacting quickly and setting guidelines for how the business would continue to function was integral to providing support for their licensees. “We knew that we had to establish a plan quickly so that our service level from the corporate team to the network remained high,” said Flavio Battilana, Chief Operating Officer. “We made sure to stay engaged with our licensees and partners. Once the strategy was in place the transition to remote work was seamless.” When it comes to supporting their collision centres, CSN remains steadfast in its commitment to keeping its doors open. After the initial reaction to the nationwide closures due to health concerns, CSN locations began adapting very quickly with only two locations closed for business due to health concerns. “Since the beginning of May we have been fully operational with no store closures and we are thrilled with the professionalism displayed by our CSN operators,” said CSN Vice President of Operations, Jay Hayward. CSN sees an advantage in how resilient its independent owners are; their longevity and experience in collision repair along with their reputations as long-standing staples in their communities have 66 COLLISION REPAIR COLLISIONREPAIRMAG.COM

csncollision.com armed them well. CSN says its licensees have been able to adapt their business operations without affecting their productivity. “Our CSN locations are so process-oriented that when it came time to establish a new way of intaking vehicles or taking customer information, it wasn’t nearly as dramatic as it would be at a location without such developed protocols already,” said Hayward. By remaining flexible and understanding of consumer demand, CSN has been able to continue to provide their trademark customer service in addition to value-added services that have become standards within the industry. Cleaning and sanitizing, photo estimation and vehicle pick up and drop off services are standard across the entire network and were activated without interruption of current facility operations. Now that preparing and delivering on these services has become part of the CSN standard, it is certainly possible that this becomes the new normal going forward. “If we can prove that we can do these things that make customers lives easier, why wouldn’t we continue to do so after this whole thing is over?” remarked CSN Morinville Owner and General Manager Steve Hammond. Serving their communities are among the duties CSN Collision Centres cherish most. From repurposing their facility shuttle service to assist the local Meals on Wheels like CSN Dana’s in Fredericton, New Brunswick, to providing free grocery delivery to at-risk residents in the community like CSN Dundas Valley in Dundas, Ontario —the work doesn’t end when the customer takes their keys.

“The ability to manage my business with the full support of CSN’s Marketing, Operations and Sales Teams continues to pay huge dividends to my bottom line. Joining CSN was the best decision I made 18 years ago and it remains so today.” - Randy Weber CSN Walkerton

wn a If you o ndy’s ke Ra shop li o become nt t and wa f a leading a part o work, we net m repair ear fro h o t t n wa you!

FOR MORE INFORMATION PLEASE VISIT

csncollision.com/join or email join@csncollision.com

COVID-19 COVERAGE

BY THE NUMBERS CHARITY BY THE NUMBERS

INTO THE INTERNET COVID-19 accelerates the industry’s adoption of online infrastructure

OVID-19 has accelerated the industry’s adoption of improved online repair and digital payment infrastructure, according to the results of a recent Collision Repair survey. Nearly half the respondents said their business has implemented improved online repair updates and improved digital payment infrastructure since the outset of the coronavirus outbreak, while zero percent said they would consider phasing out the new services following the pandemic. Services implemented include improved online estimation systems and digital payment options—from integrated systems to PayPal and

E-Transfer—as facilities face the challenge of catering to the customer amid social distancing protocols from the federal government. Since virus protocols were introduced in mid-March, questions have been raised on exactly which accommodated services could stick around. While no respondents plan to abandon their improved online infrastructure, 57.8 percent of businesses have implemented vehicle home pick-up and drop-off procedures to accommodate customers. After the pandemic passes, 20 percent said they would phase out the service after the pandemic.

WHAT SERVICES HAS YOUR BUSINESS IMPLEMENTED SINCE THE START OF THE CORONAVIRUS OUTBREAK?

WHAT SERVICES WILL YOUR BUSINESS PHASE OUT FOLLOWING THE PANDEMIC?

60 60

80 80 70 70

50 50

60 60 40 40

50 50

30 30

40 40 30 30

20 20

20 20 10 10 0

10 10 1.

1. Vehicle home pick-up/delivery (57.8 percent) 2. Improved vehicle disinfection (57.8 percent) 3. Improved online repair updates/digital repair infrastructure (47.3 percent) 4. Decreased lobby seating (36.8 percent) 5 Seniors-only business hours (6.6 percent) 68 COLLISION REPAIR COLLISIONREPAIRMAG.COM

1. Vehicle home pickup/delivery (20 percent) 2. Improved online repair updates/digital payment infrastructure (0 percent) 3. Decreased lobby seating (73.3 percent) 4. Seniors-only business hours (6.6 percent)

A COLLISION REPAIR’S GUIDE TO SURVIVING COVID-19

Thank you! From

THE COLLISION REPAIR INDUSTRY HAS TRULY WEATHERED THIS STORM WITH GRACE. Since the pandemic reached Canadian shores in March, the industry has been met withâ&#x20AC;&#x201D;and conqueredâ&#x20AC;&#x201D;a sea of challenges. The industry has adapted to the current conditions and is positioned for a road to recovery. While there are more hurdles to be met in the coming months, this magazine has no fears that the industry will continue to adapt to face the necessary challenges and emerge stronger than ever. The support initiatives brought forward by the industry have been a shining light in these dark times. Seeing the collision community come together to support their communities and our industry at large has been nothing short of inspirational. We commend you for your perseverance. Thank you for all that you do. Sincerely, The Collision Repair magazine team

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Dave Luehr, founder of Elite Body Shop Solutions, is a frequent user of the webinar format. Luehr’s hosted several informative webinars for shop owners throughout the pandemic.

Are online industry conferences here to stay? 100

COVID-19 COVERAGE

BY THE NUMBERS BY THE NUMBERS

80 100 60 80 40 60 20

40 many s coronavirus continues to wreak havoc on this year’s industry events, 0 have taken to the web to connect with collision repairers across the continent. With events like the International Bodyshop Industry Symposium USA and the Elite Body Shop Solutions running online to some acclaim, one20 question remains—could coronavirus kill the industry conference? Since the outbreak reached Canada in late February, 42.1 percent of respondents had attended an online industry conference. However, only 15.2 percent 0 say they would be more likely to attend an industry event if it were to be held online, while 21 percent said they would be ‘much less likely’ to attend.

WHAT EVENTS HAVE YOU ATTENDED IN THE PAST?

HAVE YOU ATTENDED ANY VIRTUAL EVENTS DURING THE PANDEMIC? None, but I would like to.

More than one, and I enjoyed them.

21.0% 42.1%

None, and I would not like to.

21.0% 10.5% 5.2 % One, and I enjoyed it.

More than one, and I didn’t enjoy them.

94.7%

100 80

WOULD YOU BE MORE OR LESS LIKELY TO ATTEND INDUSTRY CONFERENCES IF THEY WERE AVAILABLE ONLINE?

57.8%

Much more likely Much less likely

42.1%

21.0%

OTHER 20

10.0% 5.2 %

Somewhat more likely

15.7% 5.2%

0 23.6% The survey showed that most respondents believed that thought-provoking speeches and the opportunity to take a break from the daily grind were the most important aspects when considering attending industry events. STANDING STRONG DURING A GLOBAL PANDEMIC!

Somewhat less likely

36.8% About as likely

JUNE 2020 COLLISION REPAIR 71

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EVENTS

AIA ADJUSTMENTS AIA Canada announces changes to Board of Directors BY ALLISON ROGERS

Steve Leal, president and CEO of Fix Network World, will return for a three-year term on the Board.

Ryan Bruno was appointed President and CEO of CSN Collision Centres in May.

Susan Hitchon, business development manager for Automotive Aftermarket E-Learning, was elected chairperson, making her the first woman in AIA Canada’s history to hold the position.

he Automotive Industries Association held its Annual General Meeting on April 29 via video conference, where the organization announced the election of five directors along with other changes to its board. The newly elected directors are Steve Leal, president of Fix Network World; Shannon Spano, vice president of sales for Wakefield Canada; Bruno Leclair, president and CEO of Unimax/Point S Canada, Stox Distribution; Ryan Bruno, chief financial officer for CSN Collision Centres and Bill Hay, president of Bestbuy Distributors Limited. The new directors will serve until the 2023 AIA AGM. AIA also announced the election of Susan Hitchon, business development manager for

Shannon Spano, vice president of Wakefield Canada, has also joined the Board. Spano was recognized with AIA’s YPA Young Leader of the Year award in 2018.

Bill Hay, president of Bestbuy Distributors Limited.

the Automotive Aftermarket E-Learning Centre; the first woman to become its chairperson. Bob Jaworski, president and general manager of Auto Electric Service was elected to vice-chair, while Jason Best, senior vice president of sales for Uni-Select was elected to the immediate past chair. The remaining AIA Canada board members and terms that were voted at the last AGM will remain in place. The organization also thanked its former directors for their service during the meeting. “AIA Canada would like to take this opportunity to thank former directors Bob Greenwood, Tony Del Vasto, Brent Hesje, Brent Windom and Rick Orser for their commitment and service to the board,” said AIA Canada in an online news release.

Bruno Leclair will be adding his nine years of experience as president and CEO of Unimax Point S Canada to the Board.

AIA presented this year’s YPA Young Leader of the Year award to Derek Suen, manager of new product development/ innovation at Dorman Products.

Finally, AIA also awarded its Young Professionals in the Aftermarket (YPA) Young Leader of the Year award, given to a person under 45-years-old who has lead a distinguished career in Canada’s automotive aftermarket, and engaged in efforts to benefit the industry as-a-whole. This year’s recipient is Derek Suen, manager of New Product Development/Innovation at Dorman Products. With nearly 10 years of ideation and product management experience, Suen has worked for several multination corporations, holding positions in accounting, finance and supply chain. He is an active member of AIA’s YPA committee and holds a Master of Business Administration from Wilfrid Laurier University. JUNE 2020 COLLISION REPAIR 73

EVENTS

THE INDUSTRY ON THE INTERNET BY GIDEON SCANLON

Logging into the International Bodyshop Industry Symposium USA

his year, for the first time ever, the International Bodyshop Industry Symposium (IBIS) U.S.A. was entirely simulcast online, the format adjusted to fit the current global circumstances. Kicking-off on April 2, at 12 p.m. EST, the event opened with a message from IBIS executive director Jason Moseley, who delivered a brief opening address. Moseley was followed by keynote speaker David Williams, the managing director of underwriting and technical services for AXA Insurance U.K., who discussed the many ways that the risks of insuring autonomous vehicles are unquantifiable at the moment. “We pay lots of money for data to understand the driver…what we have to understand is that not all autonomous cars will behave the same way,” said Williams in his keynote address. He also discussed how insurers are playing a key role in developing the regulatory climate of the autonomous insurance segment. “Whether a car is driven by a person or a computer, there should be one set of rules. Consistency will make things much simpler.” Williams also acknowledged another shift in the auto insurance sector–the increasing leverage of OEMs in the market. “We think there is room for more collaboration,” Williams said, later adding that: “We

could lose control of the claims process.” Next, Jennifer Boyer, global collision business and strategy manager for Ford, discussed how OEM collision industry programs had shifted over the past few years—and how Ford is striving to “become the world’s most trusted company.” Her speech made it clear that, while auto insurers might be interested in meeting OEMs in the middle when it comes to OEM-mandated repairs, Ford was resolved to carry-on without concern for its impact on auto insurers. “Our Ford Certified Collision Network is now exceeding 2,000 locations,” said Boyer. “We have new collision repair training available and are increasing consumer awareness through the ‘Keep your Ford a Ford’ campaign.” Boyer also said the automaker has been surprised at how many people are actually using the app. “We’ve been surprised by the user uptake,” Boyer answered. “It is getting thousands-ofhits per-week.” Later in the broadcast, George R. Irving, Jr, national manager for service and collision operations, Toyota Motor North America, brought a similar perspective to the operations of OEM collision programs. Verifacts’ Chris Ollia then spoke about current repair quality control methods.

74 COLLISION REPAIR COLLISIONREPAIRMAG.COM

“It is vitally important for cars to be repaired so they [perform] exactly as they were designed to, so if they’re involved in a second accident, they still keep the driver and passengers safe,” said Ollila. On the subject of ADAS recalibration, he emphasized how ADAS can be a great opportunity for all in the industry. He said, while “very few shops are expert in [recalibration] as of yet, there are lots of opportunities.” The penultimate presentation was delivered by Skills USA champion Paul Allen Danenberg, who discussed his experiences in the national competition and his views on why such events are crucial to the health of the global collision sector. Mario Dimovski, the CEO of Tradiebot, a tech firm involved in augmented reality, finished off the conference. Armed with video game technology being used to train paint sprayers, Dimovski delivered a discussion on how AR tech can be used to train technicians at all stages of their career. “Now is the time for our industry to plug into these advanced technologies, because if we are going to appeal to the next generation, we need to be using the right kind of bait to attract them,” he said. “We need to show them that this industry is using the tools that are being used in real life.”

1 Jason Moseley IBIS CEO Jason Moseley was first to take the stage to deliver his opening address.

EVENTS

Jennifer Boyer

Jennifer Boyer, global collision business and strategy manager for Ford, discussed how OEM collision industry programs had shifted over the past few years—and how Ford is striving to “become the world’s most trusted company.”

Mario Dimovski Armed with video game technology being used to train paint sprayers, Mario Dimovski, CEO of Tradiebot, delivered a discussion on how AR tech can be used to train.

Paul Allen Danenberg Skills USA champion Paul Allen Danenberg was featured in the penultimate presentation, where he discussed his experiences why events are crucial to the health of the global collision sector industry.

JUNE 2020 COLLISION REPAIR 75

SALES SALES

MARKET REPORT

AUTOHOUSE TECHNOLOGIES

Sales revenues would not typically be considered performance indicators, however Sales revenues would not typically be considered performance indicators, however they provide some context to the data used to create this report. The number and size they provide some context to the data used to create this report. The number and size of locations participating in the Benchmark Report varies from year to year. The of locations participating in the Benchmark Report varies from year to year. The previous 12-month comparisons are based on locations participating in this report previous 12-month comparisons are based on locations participating in this report and their previous year’s results. and their previous year’s results. y revenues be considered wouldperformance not typicallyindicators, be considered however performance indicators, however Collision Repair isused once to The be chosen data provide usedsome to create context thistoreport. the data The number to again create and thrilled this size report. number as andthe sizeexclusive media Average Monthly ocations enchmark participating Report in the from Benchmark year to Technologies’ year. Report The variesAverage from year to year. The partnervaries for AutoHouse annual Benchmark Report. Compiled by Monthly Sale Sale are iousbased 12-month onthe locations comparisons participating are based in this on locations report participating in this report ↑ 2.6% vs. Previous 12 months AutoHouse Technologies team, the report takes a comprehensive look at key ↑ 2.6% vs. Previous 12 months their previous year’s results. performance indicators (KPIs) across Canada, including insights on average cycle

SALES SALES 2019 Benchmark Report $ 314,408 $ 314,408

SALES

times, sales, touch times and gross profits for facilities last year. To download your full version of the 2019 Benchmark Report today, visit Average MonthlyWest Sale Average Monthly Sale autohousetechnologies.com/2019cdnbenchmark West East East Sales revenues would not typically be considered performance indicators, however % vs. Previous months ↑ 2.6% vs. Previous 12 months Technologies and theyGeneris, provide some For 12 more information on AutoHouse visitcontext to the data used to create this report. The number and size of locations participating in the Benchmark Report varies from year to year. The autohousetechnologies.com.

408 $ 314,408

$ 335,925 $ 335,925

3.6 Previous % vs. Previous 12 months ↓ 3.6 West %↓ vs. 12 months East

SALES

$ 303,842 $ 303,842 previous 12-month comparisons are based on locations participating in this report

and their previous year’s results. 5.9% vs. Previous 12 months ↑East 5.9%↑vs. Previous 12 months

$ 314,408 Average Monthly Sale

Sales revenues would not typically be considered performance

indicators, they provide$ some context to the data $ 335,925 $ however 303,842 303,842 Pay1,248 $ 1,248 ↑ 2.6% vs. Previous 12 months used to create this report. The number and sizeConsumer of locations Consumer Pay $ ↑ 3.8 % vs. Previous 12 months ↑ 5.9% vs. 12 months ↑Report 5.9% vs. Previous 12to months hs % vs. Previous 12 months ↑ 3.8 % vs.year Previous 12 months participating inPrevious the Benchmark varies from year. Avg. Repair Order $ 2,832 Avg. Repair Order $ 2,832 The previous 12-month comparisons are based on locations Non-Consumer $ 3,705 Non-Consumer Pay $Pay 3,705 ↑ 4.7 % vs.inPrevious 12 months participating this report and their previous year’s ↑5.7results. % vs. Previous 12 months West ↑ 4.7 % vs. Previous 12 months ↑5.7 % vs. Previous 12 months

$ 1,248 Average Repair Sales Mix $ 1,248

GROSS $ 335,925

Consumer Pay Consumer Pay ↑ 3.8 %Repair vs. Previous 12 months ↑ 3.8 % vs. Previous 12 months Average Sales Mix Average Repair Sales Mix air Order Non-Consumer Pay Non-Consumer Pay 45.2% 45.2% 34.7% 11.3%12 months ↓ 3.6 % vs. Previous % vs. Previous 12 months 45.2% 6.8% 6.8% 11.3% ↑5.7 % vs. Previous 12 months 34.7% ↑5.7 % vs. Previous 12 months Total Labour

$ 2,832

$ 3,705

East

PROFIT $ 303,842 ↑ 5.9% vs. Previous 12 months

GROSS PROFIT

Profitability is a frequently discussed and passionately debated topic. Ensuring a sustainable collision repair industry where the necessary investments can be made 34.7% with a reasonable certainty of a financial return is critical, not only to collision Repair Sales Mix repairers, but to all industry stakeholders. We believe Gross Profit is a metric that Parts Profitability a frequently discussed and passionately topic.Gross Ensuring a Consumer Pay requires mentioniswithin this benchmark; however statingdebated comparative Profit 34.7% 45.2% 6.8% 34.7% 11.3% 6.8% 11.3% sustainable collision repair industry where the necessary investments can be made ↑ 3.8 % vs. Previous 12 months Percentage is best addressed in an intimate setting amongst trusted peers. For the Total Labour Sublet Materials with reasonable of a financial return is trends critical,year not only collision Avg. Repair Total Labour Parts Parts Sublet Materials purpose ofaOrder this reportcertainty we will focus on Gross Profit over to year. repairers, buttopic. to allEnsuring industry stakeholders. WeNon-Consumer believe Gross Profit Pay is a metric that Profitability is a frequently discussed and passionately debated a ↑ 4.7requires % vs. mention Previous 12 months benchmark; however↑5.7 stating comparative Profit 11.3% 6.8% % vs. Previous 12Gross months sustainable collision repair industry where the necessary investmentswithin can bethis made Percentage isonly besttoaddressed in an intimate setting amongst trusted peers. For the with a reasonable certainty of a financial return is critical, not collision Materials Sublet purpose this is report we will repairers, but to all industry stakeholders. We believe GrossofProfit a metric thatfocus on Gross Profit trends year over year. Average Repair Sales Mix requires mention within this benchmark; however stating comparative Gross Profit Total Parts Labour Sublet Parts Materials Sublet Materials Percentage is best addressed in an intimate setting amongst trusted peers. For the 34.7% 6.8% 11.3% purpose of this report we will focus on Gross Profit trends 45.2% year over year.

GROSS PROFIT

$ 1,248

$ 2,832

$ 3,705

↓ 0.6 % vs. 2018

GROSS PROFIT

West

↓ 0.6 % vs. 2018

Profitability is a frequently discussed and passionately debated topic. Ensuring a sustainable collision repair industry where the necessary investments can be made with a reasonable certainty of a financial return is critical, not only to West collision repairers, but to all industry stakeholders. We believe Gross Profit is a metric that requires mention within this benchmark; however stating comparative Gross Profit Percentage is best addressed in an intimate setting amongst trusted peers. For the purpose of this report we will focus on Gross Profit trends year over year.

↓ 1.1 % vs 2018

↓ 1.1 %West vs 2018 Total Labour

76 COLLISION REPAIR COLLISIONREPAIRMAG.COM

↓ 0.3 % vs 2018 East Sublet Materials

Parts

↓ 1.1East % vs 2018

↓ 0.3 % vs 2018

↓ 0.3 % vs 2018 GP ↑↓ Trend vs. 2018 GP ↑↓ Trend vs. 2018 ↓ 1.7 %

GP ↑↓ Trend Trend vs. GP vs.2018 2018 ↓ 1.7 %

East

↓ 1.7 % ↑ 0.5 %

↓ 2.3 % Total Labour Total Labour

↑ 0.5 % ↑ 0.5 %

Parts Parts

↓ 2.3 % ↓ 2.3 %

Sublet Sublet

CYCLE TIME

MARKET REPORT

le Time remains a commonly used Key Performance Indicator, however its ctiveness in measuring true comparative performance between repairers remains “Business relationships with insurers, OEMs and fleets are pect at best. Only when work mix (OE brand and repair size) and geographic won and lost provide basedrelevant on how a repairer against ations are similar does this metric insight well into performance. KPIsperforms are ed on non-Customer repairs. set Pay targets…Whether the goal is to maximize profits, to

AutoHo

use Tec

2019 C ana

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dian Be

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CYCLE CYCLE TIME TIME

satisfy external partners, or to analyze internal operations, tracking KPIs is aAverage criticalCycle toolTime in today’s collision repair ↑ .3 Days The vs. Previous organization. intent 12 ofmonths this report is to assist repairers by Cycle Time remains a commonly used Key Performance Indicator, however its Cycle Time remains a commonly used Key Performance Indicator, however its effectiveness measuring true comparative performance between repairers remains providing a comparative of their ownin performance results to effectiveness in measuring true comparative performance between repairers remains suspect at best. Only when work mix (OE brand and repair size) and geographic Only whenindustry.” work mix (OE brand and repair size) and geographic West the broader Canadiansuspect Eastat best. repair collision locations are similar does this metric provide relevant insight into performance. KPIs are

11.7 Days

locations are similar does this metric provide relevant insight into performance. KPIs are based on non-Customer Pay repairs. based on non-Customer Pay repairs. Powered by:

12.2 Days

11.5 Days

11.7 Cycle Time 11.7 Days Days Average Average Cycle Time

CYCLE TIME

↑ .2 Days vs. Previous 12 months

Days vs. Previous 12 months

Cycle Time remains a commonly used Key ↑ .3 Days vs. Previous 12 months ↑ .3 Days vs. Previous 12 months Performance Indicator, however its effectiveness in measuring true comparative performance between repairers remains suspect at best. Only when work West East West East mix (OE brand and repair size) and geographic locations are similar does this metric provide relevant based on non9.1 are Days 4 Days insight into performance. KPIs .9 Days le TimeCustomer remains aPay commonly repairs. used Key Performance Indicator, however its ↑ .2 Days vs. Previous 12 months ↑ .4 Days vs. Complete Previous ctiveness in measuring true comparative performance between repairers remains 12tomonths ↑ .2 Days vs. Previous 12 months ive to ↑ .4 Days vs. Previous 12 months to Complete pect at best. Only when workStart mix (OE brand and repair size) and geographic Delivery Start ations are similar does this metric provide relevant insight into performance. KPIs are ed on non-Customer Pay repairs.

le Time Breakdown CYCLE

TIME

12.2 12.2 Days Days

11.5 11.5 Days Days

Top 10% Cycle Time Performers

Cycle Time Time Breakdown Breakdown 11.7 AverageCycle Cycle Time TOUCH TIME 5.8Days DaysCycle Top 10% Time Performers

9.1 Days ↑ .3 Days vs. Previous 12 months 2.4 Days .9 Days 2.4 Days .9overall Days We suggest that Touch Time is the9.1 mostDays appropriate measure when comparing Average Cycle Time repairer performance. It succinctly measures how efficiently repairers process Average Cycle Time Arrive toto Complete to to Complete Arrive

5.8 Days

available work regardless ofStart repair size. Although not a perfect metric, Touch Time to Start toComplete Complete Complete Arrive to Start Delivery to Start to Complete Delivery Startdoes reduce the variables that East influence cycle time variations and can be easily refined Delivery Start

West

12.2 Days

TOUCH TIME

Days vs. Previous 12 months

by applying additional parameters. KPIs are based on non-Customer Pay repairs.

11.5 Days

We suggest that Touch Time is the most appropriate measure when comparing overall repairer performance. It succinctly measures how efficiently repairers process available work regardless of repair size. Although not a perfect metric, Touch Time does reduce the variables that can be easily 9.1and Days 4 Days influence cycle time variations refined by applying additional parameters. KPIs Pay repairs. ive to are based on non-Customer Start to Complete Start

Top Top 10% 10% Cycle Cycle Time Time Performers Performers

5.8 West 5.8

le Time Breakdown

Top 10% of Touch Time Performers

2.6 Hrs Average Touch Time

↑ .2 Days vs. Previous 12 months No Change vs. Previous 12 months

Days Cycle Time East Days Average Average Cycle Time

2.4 Hrs

2.7 Hrs

No Change vs. 12 months .9 Previous Days

↑ .1 vs. Previous 12 months

Complete to Delivery

Manufacturer Origin Domestic

Avg. Hrs per RO

23.5 Hrs

Top Performers 3.910% Hrs Cycle TimeAsian Avg. Hrs per RO 21.5 Hrs

5.8 Days

European Average Touch Time Average Cycle Time

Avg. Hrs per RO

24.1 Hrs

Avg. Touch Time Avg. Touch Time Avg. Touch Time

2.6 Hrs 2.6 Hrs 2.3 Hrs

JUNE 2020 COLLISION REPAIR 77

TRAINING

REPAIRER REVISION I-CAR Canada and Saskatchewan Polytechnic team-up on recognition of new apprenticeship curriculum

Scott Kucharyshen and Dale Hawkins, the autobody program heads at Saskatchewan Polytechnic.

hen it comes repair technician training, one of Canada’s biggest assets is the auto body and collision technician apprenticeship program with its Red Seal harmonization across the country. In 2011, I-CAR Canada recognized that a good part of the I-CAR program was being covered under the apprenticeship curriculum and exempted license holders from almost 150 hours of I-CAR courses. Of course, nothing stands still in the collision repair world. In 2019, I-CAR undertook a comprehensive revision of its course catalogue, making courses shorter and more specific. In the same period, the Canadian Council of Directors of Apprenticeship (CCDA) neared the end of a major revision of the auto body and collision technician Red Seal curriculum. A major effort was clearly needed to

synchronize the two major skills development programs. Luckily for all, staff from Saskatchewan Polytechnic volunteered to review every I-CAR Canada course including all requirements for individual Platinum and shop Gold Class recognition. The result is an increase from 69 courses to 80 I-CAR courses exempted for apprentices graduating this fall and forward. Saskatchewan Polytechnic provides the in-school portion of Auto Body and Collision Technician apprenticeship training. Apprentices are registered with the Saskatchewan Apprenticeship and Trade Certification Commission (SATCC), which oversees the province’s apprenticeship training and certification system. Saskatchewan Polytechnic is the SATCC’s primary training provider.

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Andrew Shepherd, I-CAR Canada’s executive director, lauded the review effort.

Scott Kucharyshen and Dale Hawkins, autobody program heads at Sask Polytech, confirmed the size and importance of the review task. “This took our staff months of work, examining in detail every learning objective, every quiz and test,” said Kucharyshen. “But in the end, it was very important to mesh the two systems without causing undue cost and time for the collision shops,” added Dale Hawkins. Andrew Shepherd, I-CAR Canada’s executive director, lauded the review effort. “These are seasoned collision repair technicians as well as instructors—we were lucky that Saskatchewan Polytechnic stepped up to put in that kind of time. We’re confident that I-CAR Canada and the new Red Seal curriculum are synchronized and working smoothly for the benefit of the industry.”

BUSINESS INSIGHTS

ANNUAL ASSESSMENT Simplicity Car Care’s Big Year

BY GIDEON SCANLON

In 2020, we plan to build off the platform to unlock the potential of offering collision repair services through an omnichannel approach.

The franchise’s same-store sales grew 25.3 percent in 2019 over the previous year, and new store growth increased by 105 percent.

ntario-based network Simplicity Car Care has released its annual report for 2019. “In 2019, we had a significant level of investment in systems and infrastructure to a robust platform designed for end-to-end sustainability and performance management,” wrote CEO Paul Prochilo in the report. The 22-page document contains some impressive statistics about the banner groups’ performance–including that the six members in their first year with the network saw average sales growth rates double. “Our same-store sales grew 23.5 percent over the previous year, and our net new store growth increased by 105 percent over the previous year,” reads the report. The company said global system sales grew to more than $30 million, which marked a 101.3 percent growth from the previous year. Prochilo also highlighted other milestones reached by the business in 2019. “For the first time in the company’s history, we had two franchisees open up their second franchise locations. Simplicity Car Care Ottawa and Windsor both expanded with additional locations, making them multiunit franchisees.” While it may sound like the Simplicity business model is operating perfectly, the

Domenic Ieraci, president, Paul Prochilo, CEO, and Domenic Prochilo, vice president of operations.

business also explained that its strategy would be evolving in 2020. “In 2020, we plan to build off the platform to unlock the potential of offering collision repair services through an omnichannel approach. Our newly developed software system will be the underpinning of our retailization

strategy, as well as our capacity management governance. We are exceptionally excited about the ability to maximize workflow optimization in every collision centre and distribute the claims where capacity exists.” For more information, please visit our website at simplicitycarcare.ca.

JUNE 2020 COLLISION REPAIR 79

IN MY ESTIMATION

THE VOLUME VICE Improved KPIs means investing in front-end processes BY KELLY ROBERTS

The fear of being throttled by insurers for bad KPIs can be so great that collision facilities will tie themselves in knots in order to preserve their reputation with insurers. Some don’t even blink at absorbing the cost of repair supplementals!

andling high volumes of business can be a bit like lifting heavy weights. A significant amount of volume is good—if you have the bulk to handle it. In fact, it is a clear sign that your business is doing something right. It feels amazing! And just like weightlifters, businesses that receive too much volume without a solid support-system will be crushed. That doesn’t feel so amazing. Over the past 10 to 20 years, as efforts to build-up the volume-of-business have allowed some shops and networks to grow enormously and rapidly, the ability for the supply chain workers (shops) to handle these increases hasn’t always been fortified enough to keep up. For one thing, some businesses that have been able to grow their volume have done so by appealing almost exclusively to the auto insurance sector and certain Key Performance Indicators (KPIs). As a result, our industry has started treating appeasing insurers KPIs as the primary goal of any successful business. In fact, the fear of being throttled by insurers for bad KPIs can be so great that collision facilities will tie themselves in knots in order to preserve their reputation with insurers. Some don’t even blink at absorbing the cost of repair supplementals! I recently consulted with an auto repair network that was “being hammered by an insurer” for its network’s average vehicle rental overages (based on the estimated length-ofrental) to the point of losing that key account to a competing network. One look at some estimation sheets and I knew why. The estimates were terrible. Lots of required operations were missing and, ultimately, the shop would have to perform these operations and conduct additional labour. In layman’s terms: when the shop would have to perform, say, eight days of repairs,

their schedule sheet only accounted for half of the time the job would take in reality. It was easy to see that this was not a sustainable practice. Left off of the sheet, this extra work was not going to have a positive effect on LOR—it did the opposite! It wasn’t that the estimators themselves were bad, it is too often that they are under enormous influences and pressure to work quickly, rather than to develop the safe and proper repair plans in a complete manner. Supplemental work—another negative KPI—was frequently required. Repair scheduling was thrown completely out-ofwhack—yet another. In short, intense pressure without proper support was producing consistently inefficient, over-cost repairs of poor quality. The business is not the only one to find itself being hamstrung for the same reason— having more volume than can safely manage. It is an issue that occurs at many top-heavy organizations, and it only serves to prime them for catastrophic, instant collapse. It is easy to understand the basic thinking behind the model. Insurers and clients, after all, do not cover that period—so why invest more into it? Why allow customers to wait around any longer than is strictly necessary? Who really wants to wait for anything anymore—or to pay? In our eagerness to build volume, we take steps to appeal to customers and insurers, but at what cost? On the front-end, this means we rush through the estimation and repair planning phases. On the back end, however, this means we aren’t just approaching repairs in the wrong way, we are actively missing out on accounting for the actual work required—and most often exclusively paying for the privilege. In some situations, the industry doesn’t

Kelly Roberts has been involved in the collision sector since 1989 and currently serves as the vice president of sales at AirPro Diagnostics. During the course of his career, Roberts has been an advocate for the improvement of the collision repair industry as a whole, and previously served on the Axalta National Business Council.

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IN MY ESTIMATION

struggle with those sorts of equations. No one would think that a brand of sandpaper that costs half as much as a competing brand—and requires twice as much to be used—is saving them money. Sure, when it comes to overall operations, the math is more difficult. It can’t be fully quantified due to various collateral effects that are not easily accountable. But a rough estimate shouldn’t be impossible! If you take a step back, it is obvious that there is a problem with the whole model here. The truth is, though, whether or not front-end work is paid for directly is an irrelevance to a business. Whether it is being done efficiently is what matters—and efficiency doesn’t mean done in haste. As it is often said, “Do you want it done right, or done right now?” Choose carefully— one is done, and the other is never really done. I say: everything that has to happen will happen. Our opportunity, here, is to control when it happens in order to produce 100 percent correct, first-time results. Why? Because a job done one percent wrong can— and will—completely destroy the other 99 percent of work done right. I call it the one percent rule. Do I have

proof this is the right approach? Yes. I bet you do too! Remember that job you did, and the client found one little thing? Then, that one thing snowballed and snowballed until the work needed to fix it is out-of-control? Deja-vu, anyone? Would spending more time investigating damage and drafting up damage blueprints, researching repair plans built off of dedicated repair procedures cut down on the total amount of time spent on repairs? Almost certainly. I know of several businesses that have an almost even ratio of trained front-end workers to back-end workers. One shop owner remarked that the business could possibly break even if they could find an average of between $100 to $150 on each job. The pressure needs to be taken off the front end, it needs to be relaxed in order for the back end to perform its work safely and effectively. Currently, we race through estimations in order to keep the customer happy. The price? Bad KPIs. When we find we’ve missed something, we pay for it ourselves in order to keep them

and the insurers happy. We absorb the cost, we accept even worse KPIs. In this business, we are so paranoid and pressurized about not meeting certain KPIs that auto repair facilities don’t even blink at absorbing the cost of a repair supplemental to those originally submitted to insurers to avoid the fallout of losing volume. Don’t get me wrong—customers and insurers really should be covering the cost of performing safety-driven repair planning and proper estimation work. It is high time to support the business areas and front-end processes that will produce the results we all want and need. The outcome of finally properly supporting this area-of-business (it’s too often neglected foundation) will prove dramatic KPI Improvement—and that is with all recent industry changes considered. If the time is properly accounted for on LOR agreements, it wouldn’t just benefit collision facilities. It would be good for insurers, and it would be good for their customers. Until we all get our act together, there’s absolutely too much being left on the table. For the repair facilities daring enough to get things right from the start, it is up for grabs!

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BUSINESS REPORT

MAJOR MERGER Driven Brands confirms acquisition of Fix USA BY GIDEON SCANLON

riven Brands, North America’s largest automotive services company, announced the acquisition of Fix Auto USA (FUSA) and Auto Center Auto Body, Inc. (ACAB) on April 23. “We are thrilled to add the Fix team to Driven Brands despite the current business climate. Our word and reputation for being good partners are incredibly important to us,” said Driven Brands CEO Jonathan Fitzpatrick. “We have never been more optimistic about the long-term prospects for Fix Auto USA, all of our businesses in the paint, collision and glass segment, and the Driven Brands portfolio overall.” FUSA president Paul Gagne will remain in his role, reporting to Driven Brands group president of paint, collision and glass, Michael Macaluso.

“After years of growing Fix Auto USA, we are thrilled to be part of Driven Brands, who completed the acquisition despite the tumultuous business climate,” said Paul Gange, president and CEO of Fix Auto USA. “We are excited to continue building our organization with the strength and support of Driven Brands behind us.” “Driven Brands’ mission and unwavering commitment to its consumers, franchisees, employees, and industry partners align with our vision,” added Shelly and Erick Bickett, owners of Auto Center Auto Body, Incorporated. “We look forward to the many benefits that our two organizations and our franchisees will gain from one another, including industry-leading solutions tailored for our customers. There is exciting growth ahead. We

look forward to working with Driven Brands as leaders in the collision repair industry.” Since affiliates of Roark Capital acquired Driven Brands in 2015, the company has executed 38 acquisitions, including Fix Auto USA and Auto Center Auto Body, Inc. Fueled by these acquisitions and strong organic growth, Driven Brands continues to expand across its automotive segments, increasing the brands’ footprint to over 3,250 locations across North America. With the acquisition, Driven Brands now operates more than 3,250 auto aftermarket businesses across the United States and Canada. Together, they generate a total of $3.4 billion U.S. For more information, visit drivenbrands. com.

“Driven Brands’ mission and unwavering commitment to its consumers, franchisees, employees, and industry partners align with our vision.”

FUSA President Paul Gange (left) will remain in his role, reporting to Michael Macaluso, Driven Brands group president of paint, collision and glass.

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Since affiliates of Roark Capital acquired Driven Brands in 2015, the company has executed nearly 40 acquisitions.

BRITISH COLUMBIA | REGIONAL NEWS

ZIPPING UP ZIPCAR Car-share operator Zipcar has ceased its B.C. operations, citing issues with local insurance. “Unfortunately, due to the complexities of operating in British Columbia, including local insurance regulations, we’ve had to make the tough choice to close Zipcar locations in your province,” the company said in an email to members. The Insurance Corporation of British Columbia (ICBC), however, was “surprised” to hear Zipcar cite insurance rules as its decision-maker. “This comes as a surprise to ICBC as we have been providing insurance to Zipcar since 2013,” said ICBC’s Lindsay Wilkens. “Zipcar had not raised any concerns about their insurance previously.” Wilkens also pointed out that Zipcar’s high insurance costs are partly of its own making, explaining that the company could have saved money by insuring their vehicles differently, but declined to do so.

Zipcar has cited its issues with ICBC for causing it to end its operations in B.C.

“In 2013, Avis chose to insure Zipcar vehicles as rental vehicles instead of as car-sharing vehicles, to allow them to interchange Avis vehicles with Zipcar vehicles,” she said. “However, this option costs more than the less expensive car-sharing rate class used by other car-share companies in B.C.” The company closed up shop on May 1, though it will continue to offer cars to

customers in Ontario. Zipcar joins a host of other Canadian car-sharers that have permanently shut down amid the pandemic. General Motors shut down its Maven car sharing operations for good after temporarily suspending operations in mid-March due to COVID-19. Car2Go also ceased its North American operations at the end of February.

LAYOFF LIABILITIES British Columbia’s provincial government has extended the temporary layoff period to 16 weeks for COVID-19 related reasons. The decision comes about two weeks after Automotive Retailers Association (ARA) President Adrian Scovell penned a letter to the province’s Joint Information Centre raising the layoff concern according to B.C.’s Employment Standard Act. Previously under the Act, a temporary layoff longer than 13 weeks in any 20-week span (or about three months in a five-month period) was considered a permanent layoff. With a permanent layoff, employers are required to provide employees with written notice of termination and/or pay severance to qualify employees based on their length of service. The change to the Act aligns the provincial temporary layoff previsions with the federal Canada Emergency Response Benefit period. The federal period provides 16 weeks of financial support, allowing employees to take full advantage of those benefits. It also allows employees to keep their jobs—even if they are not working—for 16 weeks of a temporary layoff. Employers

will be able to quickly resume operations, should the public health emergency end within that time. In Ontario, a similar time limit of 13 weeks over a 20-week period exists. Other provinces differ. In Saskatchewan, the temporary layoff of employees for a total of more than 12 weeks in a 16-week period constitutes a termination. Alberta has increased its maximum time for temporary layoffs from 60 days to 120 days so temporary laid-off employees are ensured a job longer. Meanwhile, in Manitoba, the employment standards state that employees who have been laid off for eight or more weeks in a 16-week period are considered terminated and entitled to wages in lieu of notice. Under the new rule, any period of layoff after March 1 will not be counted toward the period after which a temporary layoff would become biome a permanent termination. Quebec’s Act Respecting Labour Standards says a period exceeding 6 months will be deemed a termination, in which case the laid-off employee may be entitled to termination pay.

ARA President and CEO Adrian Scovell wrote a letter the Joint Information Centre for COVID-19, run by B.C.’s Public Service, to address the Act and its implications for automotive industry layoffs.

JUNE 2020 COLLISION REPAIR 83

REGIONAL NEWS | BRITISH COLUMBIA

WESTERN WORK Craftsman Collision says its “multi-pronged approach” to the pandemic has helped it weather the storm. The company said sales at the 43-shop chain slumped somewhat during the month of March, but only by 12 percent—less than required by the Canada Emergency Wage Subsidies (CEWS) available to businesses suffering declines of 15 percent or more. Losses in April met the government’s 30 percent eligibility threshold, but “could have been a lot worse.” The company says the business strategies devised under the direction of CEO and owner Bill Hatswell, with support from the company’s president Rick Hatswell, Mike O’Callaghan and the rest of the senior management team have made the difference. Initiatives like sanitizing vehicles, installing protective steering wheel and seat covers and floor mats have helped to dispel both germs and public paranoia. Among front office staff, physical barriers, staggered job shifts and, in some cases, re-

duced hours, have minimized transmission risks. “The coronavirus outbreak and the necessary public health measures to contain its spread are creating stress for employees and their families,” said the company’s HR manager, Jennifer Burton. “We’ve been reminding all our employees that our LifeWorks employee and family assistance program is available to them to help with any issues around mental health, finances, parenting or eldercare.” None of Craftsman’s facilities have closed or suspended their operations amid the virus. The 550-employee-strong company is also happy to report that none of its staff have tested positive for COVID-19. “Rick was very committed to keeping all our shops open to maintain our presence in the market, and to help our employees retain their jobs during the crisis and post-COVID,” said Burton. “Shops with less volume are cleaning and painting — they’ll look brand new when this is all over and help boost what we call the ‘Craftsman sparkle’.”

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The company has also doubled down on marketing efforts, launching a series of radio, TV and social media ads to encourage customers to not put off their repairs. Craftsman Collision commends the efforts of CEO and owner Bill Hatswell, as well as president Rick Hatswell, Mike O’Callaghan and the rest of the senior management team for its durability during the pandemic.

ALBERTA | REGIONAL NEWS

WINNING HAND CSN is still expanding amid pandemic protocols—the company has signed Black Ace Collision in St. Paul to its network. Black Ace has served the 6,000-strong population of St. Paul since 2010. The facility is owned and operated by Corwin Robinson, who has been part of the Canadian automotive industry for more than 20 years. He began as an auto body technician, eventually gearing up to purchase his own facility. When the opportunity arose to start a collision centre, the opening of Black Ace followed suit. “The customer is our priority. Whatever they need, we are willing to do—even if that means driving an hour away from our facility to pick up or drop off a vehicle,” said Robinson. “We want customers to know they can trust us to do what’s right.” With his knowledge and specialized training from decades of hands-on experience as an auto body technician, Robinson says that being part of the CSN network will pay huge dividends in the long run. “I have always had a strong belief in the idea of a team. CSN has a reputation for prioritizing teamwork, having strength in numbers, and supporting their network with the resources they need to thrive,” he said.

CSN has signed Black Ace Collision to its network.

“We love what Corwin brings to our network,” said Kari Barton, CSN regional manager. “We’re very competitive in Alberta and we are so excited to have an operator with his skillset wearing CSN blue and representing Team Alberta.”

PAINTLESS POWER Paintless dent removal and hail repair company, Dent Force, which has locations in Edmonton, Calgary and Red Deer, has been acquired by Dented Paintless Repairs. Dent Force was established in 2005 and services insurance companies, collision and repair shops, and owner Josh Kidd said he is “excited” for what’s to come. “We are excited to join forces with a team as innovative and as focused on the needs of customer as Dented,” he said. “As a united front, Dented will have what it takes to grow the company to the next level.” “This merger will provide extensive insurance and body shop relationships throughout Alberta, and unmatched service levels in Canada’s ‘hail alley,’” said Jeff Morrison, president and CEO of Dented. “Dented now has the most extensive roster of Canadian, Vale-certified paintless dent repair technicians available to service the industry.” Established in 2018, Dented credits its “customer-first” approach and ability to serve Canadians coast-to-coast for its rapid growth.

JUNE 2020 COLLISION REPAIR 85

REGIONAL NEWS | SASKATCHEWAN

HIT THE ROAD Saskatchewan Government Insurance (SGI) resumed road tests for drivers working in specific sectors on May 11. SGI has developed a modified procedure to offer road tests to drivers seeking a Class 2, 4 or 5 licence for these two sectors, where examiners will follow the student in a trail vehicle when conducting the examination to comply with social distancing protocols. To complete the test, examiners direct the student via handsfree phone. SGI also provides applicants with a dashcam to allow the insurer to accurately judge the applicant’s driving. Results are provided within one business day, according to SGI. Student drivers aiming for their Class 5 license must be accompanied by a driver from their household, who acts as a safety precaution during the test. The accompanying driver is not required to provide instruction or assist the applicant in completing the test.

SGI has resumed some road test after suspending all road testing in mid-March to ensure physical distancing. Modified testing for commercial licences (Class 1 and 3 drivers) resumed on April 20, with similar safety protocols.

Pro

Patent Pending

PartCart

Part #35950

• Flexible part holding cart

• Simple handtwist fasteners for quick & easy reconfiguration • Folds up for out-of-the-way storage • Holds up to 400 lbs. • Heavy-duty tight-mesh shelves

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“Health care workers are providing essential care and we need to ensure they can operate the required vehicles or drive to work or other locations to provide important medical services.” Class 5 licences entitle drivers to operate “regular” private vehicles. Class 4 licences permit the holder to operate ambulances (as well as taxis, limos, ridesharing vehicles, and buses that seat 24 or fewer passengers). Class 2 licences allow a driver to operate buses that seat more than 24 passengers. “We recognize that some people have a pressing need for a driver’s licence,” said Kwei Quaye, SGI Vice President of Traffic Safety. “Health care workers are providing essential care and we need to ensure they can operate the required vehicles or drive to work or other locations to provide important medical services. Agriculture has been deemed critical to ensure food production continues; seeding is underway and having drivers to support this sector helps ensure a secure food supply chain.” While current restrictions remain in effect, testing capacity is expected to increase to a maximum of 320 per week by early June, with availability expanded to include Meadow Lake, Humboldt, Weyburn, Kindersley, Lloydminster, Tisdale, Estevan and Moose Jaw. Customers in health care or agriculture, along with customers that had a previously scheduled road test that was cancelled, will continue to receive priority booking. People working in health care and agriculture, and those who had a test cancelled due to the pandemic are currently the only ones eligible for road test appointments. It is expected to be some time before testing re-opens for new test appointments; SGI will announce when this stage resumes.

MANITOBA | REGIONAL NEWS

MODERNIZED MPI

“We are making some changes to our extension products which allow customers to maintain the same level of coverage they have today for the same amount of cost.”

Ben Graham, CEO of MPI said the changes were “long overdue”—the third-party liability limit has not changed since 1983.

Manitoba drivers with Autopac coverage can expect higher deductibles in the near future, according to a recent announcement by Manitoba Public Insurance (MPI). Basic deductibles paid for claims will go up by 50 percent, to $750 from the current $500. For those willing to pay higher premiums, MPI is also raising the lowest-possible deductible level to $200 from the current $100. The public insurer is also offering enhanced coverage in exchange for the higher premiums—the third-party liability limit will go up to $500,000 from the current $200,000. MPI CEO Ben Graham said the changes were “long overdue.” “We haven’t updated these products in a while, but we’re also very well aware that

sometimes customers like the products that they currently have,” he told CBC News. “So, we are making some changes to the basic product, but we are making some changes to our extension products which allow customers to maintain the same level of coverage they have today for the same amount of cost.” Graham said the third-party liability limit has not changed since 1983. MPI also said the maximum insured value on any car, truck, motorcycle, moped and other private vehicle will increase to $70,000 from the current $50,000 to better reflect the higher value of vehicles and cost of repairs. If approved, the proposed rates will go into effect April 1, 2020.

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REGIONAL NEWS | ONTARIO

COMING TO CALEDONIA

CARSTAR has added a new location to its network. Located at 15 Greens Road, Caledonia Ontario, the location is owned by Joe Spano, who has managed the 7,000 square foot facility since 2012.

A new CARSTAR location opened in Caledonia, Ontario, just south of Hamilton. “We could not be more thrilled to be welcoming this team into the CARSTAR family and we know Caledonia will see the added value they bring,” says CARSTAR’s Tony Mammone, senior director, national operations.

Located at 15 Greens Road, Caledonia Ontario, the location is owned by Joe Spano, who has managed the 7,000 square foot facility since 2012. Spano, an industry veteran with more than 30 years of experience, says the CARSTAR branding helps to identify the location as a premier repairing facility.

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“Having been in this business for so long, I have seen the advancements that have taken place over the years,” said Spano. “I understand how important it is to consistently reinvest in both your team and facility to uphold a best-in-class reputation.” In his time as the owner of the business, Spano has made several significant investments in improving the location. These include major renovations to the customer waiting area, investing in advanced equipment, and increasing the office area workspace. “CARSTAR Caledonia completely embodies the CARSTAR values of putting careful thought and consideration into each repair and customer experience,” said Mammone. A part of the Driven Brands family of automotive aftermarket franchise brands, CARSTAR is North America’s largest franchise network of independently owned and operated collision repair facilities with more than 700 locations.

ONTARIO | REGIONAL NEWS

MADE IN ONTARIO The first Ontario-made medical masks were ready for use in early April, thanks to auto parts manufacturer Woodbridge Group. The Woodbridge Group, which manufactures foam for several industries, including the cushion for many automotive seats, has retooled its Vaughan, Ontario facility to produce masks for the ongoing COVID-19 crisis. Premier Doug Ford was at the facility to help pack up the first shipment of supplies. “This is what the workshop of Canada looks like. Once we get Ontario’s manufacturing powerhouse going it’s a machine that can’t be stopped,” said Ford. According to the Woodbridge Group, the respirator masks have the same pathogen-blocking qualities of the N95 masks that are not produced in Canada but imported from the United States. While the masks still require certification before distribution on the front lines, Ford said Health Canada has approved the Woodbridge Group’s plans to start production. “These masks will be made here in the millions,” said Ford during a media update later in the day.

Premier Doug Ford was on site at the Woodbridge Group to help unload the first shipment of Ontario-made masks.

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REGIONAL NEWS | ONTARIO

RE-OPEN FOR BUSINESS The provincial government has released a strategy for reopening the economy in three stages, though it has not confirmed specific dates for when phases will begin rolling out. Stage one framework suggests reopening select workplaces that are able to modify operations in providing curbside pickup or delivery, reopening parks, allowing for more people at select events like funerals and having hospitals resume some non-urgent surgeries. Phase two could include opening more businesses, such as service, retail or office workplaces; opening more outdoor spaces; and allowing some larger public gatherings. The third phase would include having all workplaces open and further relaxing rules on public gatherings— though concerts and sports events would still be restricted. Each phase could last anywhere from two to four weeks, though the government will use its discretion before moving on to the next phase and may revert to the previous phase at any point. None of the slackened restrictions mentioned the automotive industry specifically—as essential businesses, many collision repair centres, suppliers and manufacturers have remained open.

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ONTARIO | REGIONAL NEWS

STILL IN SESSION

Sessions continued virtually amid the pandemic. April 7 marked the first day of Auto Body and Collision Damage Repairer Pre-Apprenticeship classes at Tropicana. Sessions continued virtually amid the pandemic.

April 7 marked the first day of class for Tropicana’s Auto Body and Collision Damage Repairer 310B Pre-Apprenticeship Level 1 online learning program as virtual classes continue through the pandemic. Five teachers from the Toronto District School Board and Essential Skills Upgrading have committed to supporting the 20-strong class of 2020. Each instructor is matched with a group of four students for mathematics and English classes, while Tropicana staff will aid students with their employability skills. Throughout the 12 weeks of technical training administered through Centennial College, applicants will find themselves building the skills necessary to find careers in the collision repair sector.

Tropicana says this year marked the most overwhelming response yet from youth aged 18 through 30 who were interested in the Auto Body program. “Thank you to everyone who supported the program during our outreach efforts, including community partner agencies, the collision industry partners who included us in their initiatives and offered us booths to participate at conferences, and everyone who took the time out of their busy schedules to help with the interview and selection process,” said the organization in a press release. “We are very grateful for your partnership and your continued support of our pre-apprenticeship program.” “Special thanks to this year’s sponsors who continue to help make the program a success. We would not be able to succeed without your support,” said Suad Dualeh, coordinator of Tropicana’s pre-apprenticeship training program. The organization plans to host its Auto Body and Collision Damage Repairer L-1 job fair in August 2020. Tropicana is also opening its virtual gates to industry members who wish to attend its online collision industry one-hour workshops, which can be tailored to the needs of your business. The workshops allow participants can learn the tools, techniques tips to increase their competency level and connect with youth in the industry, says Tropicana.

1-866-325-2886 | autoquip.ca JUNE 2020 COLLISION REPAIR 91

REGIONAL NEWS | QUEBEC

DEALER’S CHOICE Auto dealerships across the province have reopened for the first time since social distancing measures were introduced in March. Provincial officials in Quebec have delayed the reopening of facilities in Montreal until May 18. Despite reopening, dealerships continue to face challenges resulting from the COVID-19 crisis. Vehicle sales in April 2020 were at half the rate of April 2019. Many consumers turning to online vehicle sales merchants, avoiding dealerships altogether. Despite the reopening of dealerships, industry analysts are concerned that the broader economic impact of the COVID-19 crisis might soften vehicle sales. Unemployment rose by five percent in April, the first full month of social isolation, and now sits at 13 percent–the highest unemployment rate Canada has seen in the 21 century—according to figures from Stats Canada.

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REGIONAL NEWS | QUEBEC

SAFETY NET

“We [went] beyond [what Corporation des Concessionnaires d’Automobiles du Québec (CCAQ), which represents 880 dealership members, has laid out a detailed framework for facilities to reopen service departments.

Corporation des Concessionnaires d’Automobiles du Québec (CCAQ), which represents 880 dealership members, has laid out a detailed framework for facilities to reopen service departments, which were deemed an essential service on April 15. Many changes are relatively small, like the installation of hand sanitizer stations and asking customers to pay via credit card. Though, with nearly 60 protocols in total, some rules go as far as specifying that technicians must shower before leaving for work, and that laundering of employee clothing be the responsibility of the dealership.

Customers are also discouraged from waiting on store premises—shuttle rides are limited to one customer at a time, and vehicles may only be picked up post-repairs by appointed. The associations were approved by the provincial government, said Marie-Ève Dion, a spokeswoman for the association. “We [went] beyond [what the provincial government] had expected from us. It’s a safe plan, so they were happy with what we did.” Dion said the CCAQ’s protocols have been sent to other dealer associations in Canada, the United States and Mexico.

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REGIONAL NEWS | ATLANTIC

DEREK’S DEDICATION During its annual general meeting on April 29, the Automotive Industries Association (AIA) of Canada named Derek Suen the 2020 recipient of its Young Leader of the Year award. He dedicated the award to late Atlantic aftermarket veteran, Roy Shannon who died on January 8, 2020. Suen first connected with Shannon when he was the general manager of APM, an auto parts distributor in Atlantic Canada. Suen says Shannon tutored him on customers, ASPs and technicians, which spurred their relationship. During his career in the aftermarket, he spent hours on end touring the Atlantic region with Shannon—a five-decade aftermarket veteran. As their relationship grew, Suen says Shannon provided a foundation for his approach to businesses, citing his high degree of customer service. “If you ever had the opportunity to work with him, you’d know that there’s absolutely nothing he wouldn’t do for you,” said Suen. “Likewise, it felt as there would be nothing you wouldn’t do for him.” When accepting the award, Suen emphasized

the important lessons he retained from his time with Shannon. “Often you don’t realize the impact someone has on your until they are gone,” he said. “His simple yet effective formula of success is one that I will cherish forever: Check that ego, always do more than what’s expected and build strong relationships to weather

Roy Shannon’s career in the automotive aftermarket spanned five decades. He died in January.

any storm.” Suen graduated from Wilfried Laurier University with an honours degree in economics in 2006, returning a decade later in 2017 to complete his Master of business administration while working full-time. He is an active member of AIA Canada’s Young Professionals in the Aftermarket Committee.

Derek Suen, the recipient of this year’s AIA Young Leader of the Year award, dedicated the win to late Atlantic aftermarket veteran Roy Shannon.

In partnering with the Automotive Recyclers of Canada, Canadian Auto Recyclers magazine has showcased the most modern and progressive auto recycling facilities from across the country since 2006. Steeped in forward thinking practices and environmentally conscious programs, the publication offers a comprehensive look at the recycling industry and how it’s positively reshaping its image.

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RECYCLING NEWS

RECYCLING NEWS Brought to you by Canadian Auto Recyclers

ARC’S ASSISTANCE

In early April, the Automotive Recyclers of Canada (ARC) created a COVID-19 relief fund to support its members amid the coronavirus pandemic and recovery. The impact of

the virus has been felt at every level of society, and auto recyclers are no exception. While recyclers have been designated as essential business in most parts of Canada, the strain to try to remain operational, support employees and provide a safe and secure alternative of auto parts for repairs, have all taken a toll on members. Following the very generous donation of $5,000 from Car-Part.com, ARC has also committed $5,000 to the fund which, in turn, triggered another matching contribution from Car-Part. “Car-Part really

stepped up and showed their commitment to the industry. In addition to the donations, they are helping reduce costs for Members, and really increasing their online training for the sector,” noted ARC chair Wally Dingman. “We are in discussions with other vendors and suppliers to also help out. Without a healthy auto recycling industry, these businesses will have a hard time with the recovery that will come. We are all in this together.” ARC is working on the policies and procedures that will help guide the allocation of funds.

CATALYTIC CRACKDOWN

ARC Managing Director Steve Fletcher was recently featured discussing catalytic converter thefts on CTV News.

Automotive Recyclers of Canada managing director Steve Fletcher was featured on CTV News in early May, where he discussed the rise in catalytic converter thefts amid the pandemic. “We are seeing a lot more activity as the pandemic unfolds,” Fletcher told CTV News. “We’ve been told there have been thefts from six charities or non-profits in

the Niagara Falls area and it’s $4,000 to just repair just one truck. That’s a lot of money for a charity to come up with.” According to CTV, thieves are targeting businesses that have shut their doors to comply with government protocols. A furniture store in North York, Ont. returned to their warehouse to complete curbside pickup orders last week

and found the converter had been removed from their delivery van. While there have been significant rises in thefts across the GTA, the problem spans across Canada. More than 400 converters have been stolen from vehicles in Calgary, and a recent rash of thefts have been reported in the Niagara Falls area. JUNE 2020 COLLISION REPAIR 95

TOWING NEWS

TOWING NEWS Brought to you by Canadian Towing Professional

TOWING ON THE LAM The much-loved owner of a California towing business who assumed a false identity to elude Canadian authorities for four decades will be extradited to Canada. Going by the name Tom Coy, 73-year-old John Halleux had spent four decades as the owner and operator of TLC Tow & Transport, which operated in Southern California. According to online reviews, TLC Tow & Transport was well-regarded by its clients. It had a five-star ranking on Yelp and on Yellow Pages. One five-star reviewer, known as Samantha, described how ‘Tom’ had gotten her out of a difficult situation. “I was involved in a minor fender bender which, a few miles down the road my car died on the side of the road, and then my phone. I used a payphone nearby to call for a ride... When I called Tom at TLC the morning after my collision, he quoted me $65 to take my car back to the town where I live, about 17 miles. I was in shock! Tom met me within a half-hour and got my vehicle on the tow truck bed within eight minutes,” the client wrote in her review. “I was thoroughly impressed because I have called AAA a number of times and never had a driver get the vehicle up and ready that fast. He was even chatting it up with me during the process. Very friendly guy. Overall, I was completely satisfied and would recommend this service to anyone!

John Halleux, an escaped convict from Manitoba, was recently extradited to Canada after authorities discovered he had been operating a Californian towing business under the alias ‘Tom Coy’.

I took a card of his and will be calling next time, which will be inevitable with my luck. Thanks Tom!” Halleux was originally taken into custody by Manitoba police in 1972. He had been caught attempting to burgle a lumber yard. Had he served out his sentence, Halleux would have been released in November of 1975.

In 2017, police arrested Halleux for having attempted to renew his motor vehicle registration using a false name. His true identity was eventually established on the basis of fingerprint evidence. Halleux is believed to have founded his business in 1995, in the Sacramento suburb Orangevale. Operations ended in 2017.

more than 80 tow trucks torched in the past 18 months. Police have labeled these crimes as a tow turf war perpetrated by individuals within the industry. While within the New Brunswick towing community may be concerned that these crimes are connected or part of a similar turf war, a representative of Dynamic Towing thinks it is unlikely.

“There’s no evidence yet. We will have to wait for the police to finish up, but I don’t think there is any connection.” Members of the towing community with information about the arson incidents can contact the RCMP tip line by dialling 506-857-2400.

ATLANTIC ARSON In early April, four vehicles were set aflame at Moncton towing business, Dynamic Towing. New Brunswick RCMP officers were quick to investigate the scene after receiving reports of the fires in the early morning. The RCMP has yet to announce whether its investigators believe the fires to have been acts of arson. In Ontario, arson attacks against towing businesses have been on the rise, with

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TOWING NEWS

TOWING TRAGEDY

Ontario-based towing professional, Peter Szymczak, 33, died on April 6 after a vehicle fell off of his tow truck. The incident occurred in Hamilton, Ontario.

An Ontario based towing professional, Peter Szymczak, 33, has died after a vehicle fell off of his tow truck. The incident occurred in Hamilton, Ontario, on April 6. Szymczak,

an employee of Fast and Friendly Roadside Services in Burlington, Ontario-based towing business, leaves three children behind. The incident was reported by Hamilton Police,

who were called to the scene after the victim’s father had found him crushed beneath the vehicle. An investigation into the death is underway, according to the Ministry of Labour.

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LAST WORD

ADVERTISER INDEX COMPANY

PAGE

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BETTER TOGETHER Use this time to build relationships—and thrive because of it

Arslan Automotive ................ 19 Assured.............................52,53

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AutoQuip................................91 Autel ......................................37 BASF Corporation...................4 Canadian Hail Repair.............63 Car0liner................................43 Car-Part.com ..........................9 Carcone’s Auto Recycling.....90 Cardinal Couriers ..................10 CARSTAR Canada ................72 CSN Collision Centres......66,67 Color Compass .....................84 Dent Paintless Repair............81 Elite........................................85

cross Canada, people are feeling a wave of nostalgia. Instead of fixating on fashions of the distant past, however, Canadians are dreaming of the Autumn of 2019. What a fine time it was to be alive! If you want to stay in business, you can’t afford to get swept along in it. Your business’s survival depends on you paying attention to the here and now. This isn’t just about the short-term. These snap decisions your business is making to stay afloat in the social isolation era will also have long-lasting implications for your business.

Rev up your marketing efforts to ensure your customers and industry partners are aware of the extraordinary measures your business has taken keep them safe. Connect with them and make them feel comfortable however you can. Do it on your website, in your advertisements, in your mailers and on social media. Do it on a soapbox! While it is easier to think of better days, but this industry’s victors are busy making a better future today, not wasting their time in rose-tinted glasses. Those with perseverance will reap the rewards—and there will be plenty to be had.

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This isn’t just about the short-term. These snap decisions your business is making to stay afloat in the social isolation era will also have long-lasting implications for your business.

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It is a safe bet the biggest fears for businesses—and their customers—in the post-COVID world will be a second major outbreak. Customers are scared—and they will continue to be fearful in the months to come. To survive in collision sector, your priority will be ensuring your customers and partner business representatives feel safe in their dealings with your business. Rather than dreaming of the pleasant, recent past, you must start telling the world about why your business is the one that is going the extra mile to keep its customers and industry partners safe—and you must be loud about it too!

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Just think about it: when stir-crazy Canadians—with their shaken faith in public transit—are freed from their current confinement, roadways will be flooded with vengeance! Will your floodgates be open?

Allison Rogers is the associate editor of this issue of Collision Repair. She can be reached at 905-370-0101 or allison@mediamatters.ca.

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