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CARSTAR heads to the Windy City for its biggest event ever!

The inside scoop on this year’s International Bodyshop Industry Symposium!


CSN Elite’s Wade Bartok doesn’t run from risk—he calculates it!

PLUS MAACO’s SabrinaThring rebrands a legendary business; Women’s Industry Network board member Trista Anger challenges Canada’s collision community; Provincial Skills champ Catherine Matthewson strikes gold in Halifax; and much, MUCH MORE!

Visit us at Volume 18, Number 4 l August 2019




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





The untold story of how industry champion Wade Bartok of CSN Elite stood up for B.C. repair community and helped rally the general public to its defence!

Industry champion Wade Bartok and the team at CSN Elite Auto Body.



The big names in new roles REGIONAL | 74

Coast-to-coast Canadian collision coverage

The women of Ink N Iron are repairing negative notions about women in the industry.


Insights on the industry




Ink N Iron’s Hilary Noack shakes-up the aftermarket THE SOCIAL CALL | 35

Is your social media strategy building business? SIMPLICITY | 38

The Mirante brothers celebrate their considerable success with Maaco.

The banner’s big breakthrough O CANADA | 58

Auto repairing through the ages



Business and brotherly love REMEMBERING JOHN NORRIS | 79

A legend remembered Catherine Matthewson (middle) proudly represents Ontario at SkillsCanada Halifax.






The Women’s Industry Network takes the good fight to Florida


Repair industry legends arrive in Italy for the International Bodyshop Symposium


CARSTAR arrives in Chicago for its Acceleration Conference

Giles Midtown Autobody’s five decades of success.


Attendees of this year’s WIN conference in Florida.

COLUMNS PUBLISHER’S PAGE | 08 In the year 2039 by Darryl Simmons


The true cost of heat by Theresa Jachnycky


Understanding apprenticeships


by Ben Hart


Big business on the Prairie by Chelsea Stebner


A pain in the ADAS by Nick Dominato

Delegates gather at Lake Maggiore for the 19th annual IBIS conference.


CAREC comes up for review


by Steve Fletcher


The business of auto recycling by David Gold


Don’t hate the software update by Gideon Scanlon

CARSTAR delegates don jazz age-inspired attire for the Met Gala dinner at this year’s Acceleration conference.

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ith every season, some supposedly revolutionary product or process promises to change the way repairs are performed. Should it get the attention of trade publications, some facilities will scramble to train staff appropriately. Truly revolutionary developments are, however, rare. The panic about how to focus staff training isn’t. I would prefer to avoid being the cause of panic, so I will avoid trying to make predictions about training will be required for a business to remain competitive in the near future. I believe it is more fruitful to consider where the industry will be in two decades, and offer suggestions on how to plan accordingly. It is far safer to make general long-term predictions than to make specific short-term ones. And even if they turn out to be absolutely wrong, proving it will take far longer! First, consider what training looked like in1999. Certification and accreditation programs did not exist—at least in the same way they do today. At the most basic level, however, there is some consistency. Then, as now, training for the auto repair sector was meant to keep the skills of industry professionals in line with the skills needed to repair the most modern vehicles. It is safe to assume that the amount of change seen since 1999 will be comparable to the amount that will occur by 2039, but that the basic purpose will remain essentially uncorrupted. So what else can be predicted? With two decades on the clock, it is safe to assume that the political and technological barriers to the widespread use of electric vehicles will be overcome, and likely autonomous ones too. To prepare for this, businesses that intend to remain in operation will need to invest in training employees to repair electric vehicles. The sooner a facility can prepare for this, the better. If they do become mainstream, autonomous vehicles will decrease the frequency of collisions. If they don’t drive better than humans do, they will never be used. They may not necessarily spell disaster for the collision industry, however. In fact, in order to remain safe to operate, autonomous cars must


rely entirely on sensors. While there may be less bodywork. It seems likely that vehicles may well be driving themselves to repair facilities whenever a sensor trips a DLC. It is a safe bet that the businesses able to perform this more frequent type of repair will be the ones with staff are—forgive the pun—fully calibrated to calibrate. Toward the end of the last century, very few people thought of a job repairing vehicles as a step on a career ladder. As the complexity of vehicles has increased, and the public is largely aware that there is plenty of room for career development in the sector. This professionalization trend will certainly continue, and there are plenty of other careers that have also undergone professionalization to compare it to. Often, some professions move from requiring college diplomas to university degrees.Until recently, nursing programs were the domain of colleges. Today, many universities offer nursing degrees—even graduate degrees. More commonly, new educational requirements simply get added on as particular careers become more complex, and require more specialized training. Twenty years ago, no one had heard of a graduate diploma course, and now they are essentially required for anyone hoping to land a job in public relations and human resources. Within the next twenty years, the collision sector could follow either of these trajectories— or both. By 2039, it is conceivable that facilities will simply disregard applications from candidates who can not boast an engineering degree or graduate diploma in automotive repair.  Like any predictions, it is important that they be taken with a grain of salt. While they are far rarer than reported, revolutionary technologies do come along every once in a while. If they didn’t, collision repairer facilities would still be a major employer of carpenters and veterinarians.


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, statements appearing in this publication are those of the writers and editors themselves, and are in no way to be construed as statements, positions or endorsements by the publisher. 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: 455 Gilmour St., Peterborough, ON K9H 2J8

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PEOPLE ON THE MOVE JEFF TARR - SOLERA HOLDINGS Jeff Tarr has been named as CEO of Solera Holdings, a data and software company focused on providing management software to businesses in the auto aftermarket. Tarr, an industry veteran of two decades, with experience leading data and technology-enabled services companies spanning multiple sectors, previously served as the president and CEO of DigitalGlobe. In that role, he leveraged AI and other new technologies, to enter new markets and nearly triple the company’s revenue.

CHERYL BOSWELL - WIN Cheryl Boswell, the CFO of DCR Systems has joined Women’s Industry Network board of directors. Known for her commitment to improving the status of women in the automotive aftermarket, Boswell has been involved in the sector for more than two decades. After graduating from Georgia State University with an MBA, Boswell served as the national finance director for the U.S.-based Sterling Collision Centres.

JASON STORAH - AVIVA CANADA Jason Storah has been appointed as CEO of Aviva Canada. With 15 years of experience with Aviva Canada under his belt, Storah previously served as the insurance giant’s chief distribution officer. His efforts overseeing broker distribution, partnerships, RBC Insurance, Aviva’s direct insurance business, and marketing convinced board members to approve his candidacy for the company’s top post.

MICHAEL PAUL- AIA CANADA The Automotive Industries Association of Canada has announced that Michael Paul will serve as the organization’s new executive director for Eastern Canada. An industry veteran, Paul has held senior management positions with Valvoline Canada until his retirement in 2018. He has previously served as the vice president, president and past president of AIA Canada’s Quebec Division from 1998 to 2004, and as member of the AIA’s board of directors from 2004 to 2019.

BRETT WINDOM - UNI-SELECT Former president and CEO of the Canadian Automotive Group Brent Windom became Uni-Select’s new president and CEO. Windom has more than 30 years of experience in the automotive aftermarket industry. During his career, he has held various leadership roles, including serving as as president and chief executive officer of Auto Plus Pep Boys. He has also held previous positions of leadership for Uni-Select including COO, senior vice president of sales and marketing of Uni-Select U.S.

MATT GIRGIS - VOLVO Matt Girgis has been appointed as the managing director at Volvo Canada after joining the corporation in 2008. A Volvo veteran, Girgis was previously controller of car operations and deputy head of finance Volvo Car in America. Prior to joining Volvo, he held several positions at BMW Canada in network and finance.



Wade Bartok (front) with the CSN Elite and CSN Elite Xpress team.



n the autumn of 2017, Wade Bartok, president of CSN Elite and CSN Elite Express, was driving through one of British Columbia’s mountain highways with his daughter. On the radio, a news report on the ongoing financial crisis facing the Insurance Corporation of British Columbia came on. Since news that the crown corporation (which holds an effective monopoly on the auto insurance sector in B.C.) was hemorrhaging money had broken a few weeks earlier, these reports had been running on a nearly non-stop basis.

Rather than adding any new information about the details of the crisis, the barrage of coverage focused on discussing the latest group being held responsible for the public insurer’s fiscal frailty. The blame came in waves. Former government ministers, ICBC executives, luxury vehicle drivers, chiropractors, lawyers all received their time in the unflattering limelight. It was a type of reporting Bartok can’t stand, but he listened anyway, half expecting each new story to target the collision community.  “Some members of the public have an image


of the auto recycling business that comes right out of films from the 1970s. When reporters cover the industry with that image in mind, they tend to assume that there isn’t another side to the issue,” Bartok says. As the radio informed him, it was indeed the repair community’s turn. A former ICBC adjuster, styled as a whistleblower by several news outlets, claimed fraudulent repair charges had cost the ICBC hundreds-of-millions of dollars. To members of the repair community, the claims were quite obviously inaccurate. The


CSN Elite Xpress. It was opened in 2001.

left things there. It wasn’t as if the allegations were going to have an impact on his business. For one thing, his relationship with the public insurer was firmly established. In fact, ICBC figures showed that close to one-in-five auto repairs in North Vancouver were performed at CSN Elite and CSN Elite Express. For another, in its five decades of operation, CSN Elite has built up a long list of loyal clients. Yes, Bartok could have quite comfortably ridden out the storm without further comment. But he didn’t. “It was a difficult time for our staff and families,” Bartok recalls. “Wherever we went into the community or the office, there were endless questions.” Instead, he put himself in front of the attacks on the industry, writing a letter debunking the claims made by the so-called whistleblower. It was published in North Shore News, Canada’s

so-called whistleblower’s statements revealed a lack of expertise in the economics of modern auto repair. In the public discourse, however, the allegations were taken as factual. Worse, for Bartok’s daughter, they sounded like a damning indictment of her father and the way he made his living.  The look on her face nearly broke Bartok’s heart. As a parent, he has always strived to be an exemplar of honesty and integrity.  “I couldn’t believe it. Imagine having someone on the radio come out and tell your child that you were a liar and a crook—that’s what it sounded like to her,” Bartok recalls.“All I could do was tell her the truth about the situation.” Bartok explained that the allegations of widespread repair fraud came from a source with an inaccurate understanding of the costs of repairing modern vehicles. Fortunately, his daughter accepted his summary of the facts. Paternal honour saved, Bartok could have

“I’m a math guy. I see business as coming down to numbers. Sometimes they add up, and sometimes they don’t. I guess it is no surprise I’d wanted to become a certified financial planner after graduating university.” —Wade Bartok

best-read community newspaper. In 400 cleverly written words, Bartok deftly deconstructed the issue for members of the public unfamiliar with the in-and-outs of auto repair prices. “Rather than getting emotional, let me spell out some facts,” Bartok’s note read.  “… repair cost is on the rise across North America,  but this is because of design changes made by the vehicle manufactures…” he continued, adding that, “Our industry is not ‘running up the tab.’ … A 1980s headlight cost about six dollars to replace but a modern headlight can cost as much as $7,000.” Read in full, the letter often has the effect of bringing repairers to their feet, tearful and cheering.  Bartok took a risk by attaching his own name to the controversy—but it had paid off. Soon, many members of the industry were coming forward—and the news cycle found a new target to pick on. While his decision to stick up for the B.C. repair community was astonishingly courageous, it seems less surprising to those who know him well.  To hear them describe Bartok, he is a man defined by three key characteristics: his fearless honesty, intense loyalty, and willingness to take sensible risks without regret. Few can speak about Bartok’s loyalty with as much authority as Andrew Madai, who has worked for Bartok for the past 15 years, and now serves as the operations manager of both Elite Auto Body Repair locations. “As a working environment, Elite Auto Body Repair is fun and familial,” Madai says.“It is a big part of why we have very little staff turnover,”  “Wade promotes from within—and he wants us all to succeed,” Madai says. “He’s helped me come up through the ranks here.” Madai can also testify to Bartok’s knack for taking sensible risks that pay off. “Wade is a very empowering guy to work for. He makes big plans for the business, and AUGUST 2019 | COLLISION REPAIR  15


trusts his team to be able to pull the plans off,” Madai says. “During my job interview, we talked a lot—but not about auto repair. He hired me anyway. In fact, my job title was ‘I don’t know. We’ll figure it out on Monday.’” Bartok is not cavalier about his business—far from it. In fact, while his hiring may have seemed off-the-cuff to Madai, Bartok was already pretty sure of Madai’s appropriateness going into the interview. All he needed to confirm was that Madai would be a good fit for the office. “You have to sift through a lot of people to find the right ones,” Bartok explains. “But there are many hard-working, talented young people out there. You just need to find them.” In other words, Madai, like every one of his hires, seemed like a safe bet. Having carefully calculated the odds, Bartok decided to ante up. “I’m a math guy. I see business as coming down to numbers. Sometimes they add up, and sometimes they don’t,” Bartok says. “I guess it is no surprise I’d wanted to become a certified financial planner after graduating university.” Fortunately for his family’s business, fate foiled his plans. After working in a number of roles in the business in high school and university—including a brief stint as, in his words,“the world’s worst paint tech”—Bartok was asked to serve as the fill-in general manager. Bartok found he had a knack for the job, and the two-week stint stretched into a career.  Under his tenure as general manager—and then president—of CSN Elite, the business’s scale grew enormously. At the beginning of his tenure, the business employed seven people, while today it employs 30.  Two years after Bartok had command, the business’s profits had doubled. Two more years later, and they doubled again.

Andrew Madai chats with colleagues in CSN Elite’s break room.

Bartok favoured the idea of opening another facility near the original CSN Elite location— but realized that many members of his family, industry peers and employees were skeptical of the idea of opening up in the same location. By the turn of the century, however, Bartok felt that the ever-reliable numbers indicated that he was right. The second facility opened up in 2001, and quickly showed he was. Just as Bartok’s careful calculation of risk supports some of his business decisions, it also has caused him to abandon projects too. "I had had this idea of building our own franchise network in Western Canada.” Bartok explains.“After meeting with CSN, I decided not to pursue the project, but instead to determine my next steps.” “I was so impressed by CSN that I begged them to come out west, using CSN Elite and CSN Elite Express as a starting point,” Bartok says. “They went east first, but they did expand here, and with us." Since joining the network in 2006, CSN Elite and CSN Elite Express flourished, and, in 2014, CSN Elite was named as the network’s shop of the year. Beyond the industry, CSN Elite was recently selected as one-of-three finalists for the title North Vancouver Chamber of Commerce—an award which receives hundreds

The team in 2015. Wade Bartok (bottom left) and Andrews Madai (bottom right) raise two of the trophies awarded to the facilities. 16  COLLISION REPAIR  COLLISIONREPAIRMAG.COM

of candidates each year. Bartok credits the success of the collaboration to shared values between his business and the entire CSN network. "Family is important to CSN. Building a welcoming workplace culture is too,” Bartok says.“When I hear the COO, Flavio Battilana, talk about his three pillars of CSN — world-class service, employer-of-choice, and performance—I always feel like we are aligned, and that we are headed in the right direction.” Within the banner’s corporate team, the feeling that Bartok and his team’s goals are aligned with CSN’s own is seconded. In fact, according to Larry French, CSN’s vice president of sales and marketing, the banner has come to rely on Bartok’s fearless frankness and keen understanding of the on-the-ground situation in B.C. “Wades’ foresight and willingness to adopt the CSN brand and systems has placed him in an advisory role with CSN.  We truly value his opinion and candor when it comes to knowing the pulse of the collision repair industry in B.C.,” French says. “Wade and the team at CSN Elite and CSN Elite Xpress have been a part of the foundation on which CSN was able to build our network so rapidly and effectively in B.C.”




Refinish Solutions Group (RSG) has extended its umbrella brand to include U.K.-based Farécla, a company that produces polishing compounds. The Farécla brand name is a combination of French words for “shining” and “bright.” According to a statement from RSG, Farécla will fit well with the umbrella company’s roster of brands as RSG provides “great access to a one-stop, comprehensive refinishing-solutions system to increase productivity, reduce cycle time and improve quality.”

Fix Auto expanded its GTA presence earlier this year with Fix Auto Scarborough North. Prior to joining the network, M5 Collision is proud to join the Fix Auto family. the facility, which has been operated by married owners Ricky Man and Kiem Luong for the past decade, was known as M5 Collision Centre and Auto Body Repair Shop. Stanley Fu, manager at Fix Auto Scarborough North says that the team already prides itself on customer service and the partnership with Fix Auto will only enhance the team’s efforts. “We strive to create a stress and hassle-free experience for our customers,” Fu said. “The partnership Fix Auto has in place really helps us to achieve this.” Daryll O’Keefe, regional vice president for Fix Automotive Network Ontario Manitoba, also has high hopes for the partnership with Scarborough North team.“Their industry experience, enthusiasm for the brand and commitment to outstanding customer service makes them a fantastic addition to our team.”

CARSTAR COMPLETES SPRING TRAINING CARSTAR Proprietary has completed its cross-Canada spring training that provides hands-on guidance to members of the CARSTAR network. Edge Performance Ground (EPG), as CARSTAR team, focuses on providing training that meets each province’s specific needs. The most recent session attracted employees of hundreds of partners from Toronto to Montreal. “Providing in-depth and store-specific support for CARSTAR franchise partners are the purpose of these meetings,” says Michael Macaluso, president of CARSTAR. “These meetings are just another tool we use to achieve industry-leading levels of operational excellence.” CARSTAR’s next series of meetings kicked off this summer with an acceleration conference in Chicago.

NEW CARSTAR SHOP IN ALBERTA CARSTAR has added to its network by teaming up with Brad Szydlik of Bonnyville, Alberta. Szydlik is a seasoned veteran in the automotive industry with more than 22 years as an autobody technician. The CARSTAR Bonnyville facility is 10,000 square ft. and aluminum-certified, and Szydlik’s team plans to earn their OEM and I-Car certifications to further improve their shop’s qualifications. According to a CARSTAR press release, Szydlik and his team will continue to “pay it forward” by supporting the Bonnyville community through sponsorships of local golf tournaments, hockey teams and car shows.

TAG EXPANDS INTO CANADA Two years after being acquired by Fix Auto World, Trans North America Glass Network (TAG Network), an auto glass claims administration business, has launched in Canada. “With our acquisition of the TAG Network in June 2017, it has always been our intention to make this third-party administrator of auto glass claims available in Canada,” said Fix Auto World president and CEO Steve Leal. On Friday, the Canadian Automotive Association (CAA) Insurance became the first insurer to come onboard with the TAG Network in British Columbia. “Partnering with theTAG Network aligns with our business objectives at CAA,” shared CAA Insurance vice president (claims) Dana Soubra.“We are focused on making insurance as simple as possible and to be reliable for each customer served. This new alliance will help us to deliver on that goal.” Fix Auto Network World president and CEO Steve Leal.


 IECA SEARCHES C FOR NEW DIRECTOR The Collision Industry Electronic Commerce Association (CIECA) is searching for a new executive director after Fred Iantorno announced his resignation, effective this July, after 17 years of serving the association. “We are incredibly appreciative of the contributions that Fred has made to CIECA over the years, and he will be truly missed,” says Steve Betley, chairman of CIECA’s board. A press release from CIECA states the organization is looking for someone with excellent leadership, management and interpersonal communication skills, as well as being proficient on office computers and “technically savvy.” The deadline for applications for the position is July 12.

Fred Iantorno has been at Cieca for nearly two decades. He resigned on July 1.


SERIOUS CAR-FUSION New studies show that drivers lack important knowledge about autonomous vehicles. Although AV’s are already on the open roads, drivers of conventional vehicles don’t know much about the experimental cars. Virginia-based Insurance Institute for Highway Safety conducted a poll earlier this year that presented survey participants with scenarios regarding autonomous vehicles, then asked, “Is it safe?” 48 percent of those polled believe that taking their hands off the steering wheel of a Tesla would be safe when the car’s Autopilot feature is engaged, 34 percent would take a phone call, 16 percent would text and 6 percent would nap while behind the wheel. In an effort to combat this lack of knowledge about AV safety, CAA recently posted an online tool called Connected and Autonomous Vehicles, which provides information about the level Recent studies have shown that many of autonomy in vehicles. drivers don’t understand AV technology.

SEARCH EXTENDS ACROSS SEAS Teams set off to Tunisia earlier this year to recruit french-speaking employees to work in their Quebec-based dealerships.

COLLABORATION NEEDED AMONG FEMALE LEADERS Female leaders in the auto industry took to the stage at the Women Automotive Summit conference in Germany to highlight the importance of women supporting each other in the male-dominated sector of auto repair. The speakers agreed that women who collaborate with each other experience a much higher rate of success than women who go at it alone. Automakers such as Toyota and Nissan are one of the seriously lacking in female leadership. Toyota has no female directors or executives and Nissan only has two percent female executives.

BODYSHOPS STRUGGLE WITH ADAS While half of the vehicles produced in 2017-18 have ADAS as a standard feature, the collision repair industry has only just got the message on scanning cars for faults in the systems. A joint report from the Insurance Institute for Highway Safety and the National Highway Traffic Safety Administration (both based in the U.S.) reveals a major failing in the collision repair industry regarding ADAS. According to the underlying research, 6 percent of claims for vehicles generated a job order entry for a replaced sensor, but only 1.9 percent for recalibration. Entries for ADAS recalibrations should be significantly higher than that rate because the procedure must be done when a part attached to a sensor is removed, for many alignments or when there is structural damage to the area.


Dealerships in Quebec are in dire need for autobody workers. So much so that their search has expanded across seas. According to an internal survey conducted by Corporation of Quebec Car Dealerships (CCAQ), 89 percent of dealerships struggle to recruit autobody repairers, 82 percent struggle to hire painters and 62 percent struggle to find mechanics. Quebec’s solution? Recruiting French-speaking workers from North Africa. Teams from CCAQ set off to Tunisia earlier this year to recruit automotive workers, and in return, they have promised full-time work as well as housing support. Nearly 120 workers are currently enrolled to work in Quebec’s auto industry in the near-time future and so far, the search has been successful. Currently there are 15 workers employed full-time in Quebec, and dealerships expect to see more employees arrive in Canada by the end of the summer.

Canadian paralympian Rick Hansen, keynote speaker at the Automotive Conference and Expo hosted in Niagara Falls, Ont., earlier this year, urged vehicle dealer associations to make showrooms more accessible for customers and potential employees. Hansen, a world-famous activist and athlete, led Canadian paralympian Rick Hansen a roundtable discussion about travels the world leading discusthe importance of assessing the sions about accessibility. accessibility standards of auto dealers’ work environments. Roundtable participants included John White, president and CEO of the Canadian Automobile Dealers Association, and Todd Bourgon, executive director of the Trillium Automotive Dealers Association, both of whom promised to facilitate a more accessible working environment at dealerships. “This is a business opportunity as much as it is the right thing to do,” says Bourgon. Dealerships are just the beginning. Todd and White noted that they would speak to automakers as well about accessibility in their work environments as well.



VOLVO AND CATL PARTNER UP Lithium-ion battery company Contemporary Amperex Technology (CATL) and the Volvo Car Group have signed a long-term agreement that ensures Volvo will receive a multi-billion-dollar supply of lithium-ion batteries from CATL over the coming decade. The batteries will be used in new models of Volvo and Polestar cars. In 2017,Volvo announced its strategic decision to develop more electric vehicles for the future. The partnership is a major step toward realizing Volvo’s ambitious electrification strategy and represents a milestone in CATL’s global development.

GENERATION ELECTRIC The world’s slow move toward a sustainable future will have a bigtime impact on the auto industry. OEMs have begun to push for the production of electric vehicles and, according to Bloomberg LP’s latest New Energy Finance (BNEF) report, almost 60 percent of new vehicles will be electric by 2040. The report also predicts that worldwide EV sales will increase to 56 million units over the next two decades from twomillion in 2018.

FORD RECALLS Ford has issued two recalls impacting drivers across North America. The first recall is on certain 2013 through 2016 Fusion mid-sized cars due to a gearshift problem that could result in the car rolling away unexpectedly, increasing the chance of a crash. About 270,000 vehicles in North America have been recalled, 10,282 of which are in Canada. Ford is warning Fusion owners to use their parking brake until their vehicle has been repaired. The second recall was issued for select 2019 Ranger trucks.

BMW FOR THE FUTURE For the first time BMW Group Canada offered the BMW Group Canada Body and Paint Pre-Apprenticeship Scholarship Programs in conjunction with Centennial College and five BMW Group Certified Collision Repair Centres (CCRC) in Toronto. The top five students in the automotive collision and refinishing program from Centennial College qualified for the scholarship program, giving each qualifying student the opportunity to work in one of the five CCRCs for the summer as well as a financial compensation towards their education. It has been confirmed that BMW Group Canada is doing similar scholarship programs all over the country. The participating Toronto CCRCs include Pfaff Autoworks, Excellence Auto Collision, and 427 Collision/ Avenue Collision, among others. Recipients of the 2018 BMW Group Canada Body and Paint Pre-Apprenticeship Scholarships.

VW LOVES EVS Volkswagen has proven that it is thinking of the future. Not just the future in terms of technology and electric vehicles but what is going to happen when those vehicles are no longer running. The OEM announced a pilot plant for recycling electric vehicle batteries in Salzgitter, Northern Germany which will go into operation in 2020 and is designed to initially produce 1,200 tonnes per year. The project is to be followed by further recycling plants in the next few years. A further increase in capacity is envisioned for subsequent years. However, large quantities of battery returns are not expected until the end of 2020 in any case. That is when the first large proportion of electric vehicles (which will be sold in greater volumes starting in 2020) will have reached the end of their working life. Volkswagen is going to look at reusing these lithium-ion batteries. The batteries will be shredded into a fine powder so the OEM can gather valuable raw materials from it.

GOOD FOR(D) THE EARTH Ford’s eco-footprint is shrinking as its use of recycled water bottles in vehicle production grows. The company has been using recycled plastic in its trucks, SUVs and cars since 1990, and now uses up to 300 recycled plastic bottles per vehicle. That equates to approximately 1.2 billion water bottles being recycled each year.“We do it because it makes sense technically and economically as much as it makes sense for the environment,” says Thomas Sweder, a design engineer with Ford. “This material is very well suited for the parts we’re making with it, and is extremely functional.”

REBRANDING A LEGEND Michelin and General Motors have partnered up to create an airless tire. The prototype is called the Uptis, which stands for Unique Punctureproof Tire System, and the tire will be able to support vehicles by using fiberglass resin and flexible rubber without air. The prototype looks very similar to an ordinary tire except it has treads in the middle and no side walls. “Uptis is an ideal fit for propelling the automotive industry into the future,” says Steve Kiefer, GM’s head of global purchasing and supply chain. Michelin states the anticipated launch date for the Uptis is 2024.



OVER-THE-AIR REPAIR BMW owners may now have the exciting chance to receive software upgrades to the functionality of their vehicles advanced driver assistance systems via online delivery. However, BMW is not the first OEM to offer upgrades using remote technology, Tesla announced it had updated ADAS features on 60,000 vehicles last year via online delivery and, over the past six months, several other OEMs have followed Teslaís lead. While over-the-air technology will never be able to perform physical repairs, the ability for OEMs to send and receive information using this delivery method promises to play a major role in the relationship between OEMs and auto repair facilities.

BMW announced earlier this year that software upgrades may be available without external calibrations.

MAKIN’ MONEY ON THE MOVE Owners of vehicles made by Jaguar Land Rover (JLR) soon will be able to earn cryptocurrency and make payments on the move using the automaker’s new connected car services. JLRs new Smart Wallet technology is being tested on several models, including the Jaguar F-PACE and the Range Rover Velar. Owners of the cars will be able to earn credits using Smart Wallet technology by enabling their vehicles to report automatically on the condition of the roads the cars drive on. The credits can be used to pay tolls, parking fees or for the charging of an electric vehicle equipped with the technology. The new Smart Wallet technology is being tested at a new software facility in Ireland.

CARSTAR TAKES SYMACH OUT FOR A SPIN A new Fredericton CARSTAR shop, opening on Aug. 6 is using all new Symach technology in their shop. According to general manager Steve Knox, the opening is supposed to be massive, and filled with as much excitement that Knox feels for the new technology. With ergonomic features built directly into the shop, each of the repair stalls will have a lift that puts the car at chest-level. On top of the new stalls, Symach has also installed a frame pulling apparatus, as well as a brand-new, high-tech paint-curing system.

CYBER INSECURITY The Winnipeg-based Boyd Group Income Fund’s IT systems have been attacked by internet criminals. In early June, the multi-billion dollar auto repair investment group announced its internal systems had detected a ransomware attack, and that staff had taken steps to contain and mitigate the potential impact of the scheme. “We are taking this attack very seriously,” says CEO Brock Bulbuck. “The integrity of our data and the security of our systems is paramount.” According to the Boyd Group, there is no evidence that employee information was compromised, though security experts continue to investigate. The Boyd Group is taking the attack very seriously.


A sneak peek inside CARSTAR’s new facility.

Amazon’s AI System Alexa has moved from inside the home and into the software of new vehicles. When Amazon initially partnered with automakers, the goal was to work on skills such as checking fuel levels with a device detachable from the vehicle. Now, Amazon’s Alexa is enabled through a vehicle’s sound system and is built directly into the software of the car. “The real goal is to be embedded with all the cars,” stated VP of Amazon Alexa Automotive, Ned Curic. “We believe that is the best experience.”


TESLA’S SWEET NEW SUITE Tesla could alter the automotive repair industry with an onboard software suite designed to diagnose issues, order parts and refer drivers to certified collision repair shops automatically at least in the U.S. Earlier this year, Tesla CEO Elon Musk announced that the company will be making service its number one priority in both the U.S. and Canada. The list of specific service initiatives includes live issue detection, which will automatically call a tow truck and loaner vehicle before the affected vehicle even comes to a stop.

MAY MOBILITY An autonomous start-up campaign isn’t only helping the earth, but helping citizens with physical disabilities. May Mobility is a start-up campaign initiated in Columbus, Ohio. Using a small, slow-paced, autonomous and electric vehicle, the vehicle has enough room to comfortably transport citizens without making them leave their wheelchair. The founder, Alisyn Mayek, kickstarted this campaign with a vision of for the planet and people across the country. “Our focus is how we can transform cities, making them safer, greener and more accessible for everybody,” stated Malek. “How can we make transportation easier for everybody? And part of that is we really have to think about ‘everybody.’”

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FURNITURE IN THE FAST LANE Every now and then, a driver will see something truly bizarre going down on the road. In Texas, however, reports of such events rose recently, thanks to a couple who converted their living-room’s leopard-print couch into a vehicle and drove it down the street. Alongside their couch, they had attached a table and set up a lamp in front of the couch. This crazy vehicle may seem like an original idea, but itís not. The concept was invented by Edd China in 2009. China’s Casual Lofa is one of the fastest pieces of furniture that can be driven on the road and is able to reach speeds of 87 miles per hour.

A couple in Texas had no trouble taking their cheetahprint couch for a whip down the road earlier this spring.

THE FAST AND THE F(O)URIOUS When preschooler Sebastian Swenson’s family noticed both he and his great-grandfather’s SUV was missing, they immediately thought someone hijacked the vehicle and took four-year-old Sebastian along with it. No one would have imagined that Sebastian was the culprit, and that he just borrowed the car to pick up some candy from a local gas station. The young boy was able to back out the SUV out of the driveway and drive for a mile and a half, leaving behind a trail of mailboxes, debris from the front of the car and part of a tree. Sebastian’s heist ended after he crashed the vehicle. Miraculously, no one was injured, although the boy probably won’t be getting candy anytime soon. Sebastien Swenson, four, took his great-grandfather’s SUV for a wild ride earlier this summer.

ENGINE PURR A nine-week-old kitten has been found unscathed after taking a nearly 50 kilometer trip inside the frame of a Honda Accord. Early last week, a driver in Frankfort Kentucky was going out for a drive when he heard a strange noise coming from underneath his car. Trying to ignore the sound, he continued his 50-kilometer journey before pulling into a Hardee’s to inspect what was going on. Thankfully, auto repair shop Midas of Frankfort was right next door and when the man finally saw the tiny cat lodged in his vehicle, the owner of the repair shop, Scott Bourne was ready with a bar of soap in hand to slip the kitten out. The cat was named Marigold and adopted by an employee at the shop, happily living out the rest of her nine lives.

WHAT Z F? German company, ZF Group has designed a new system that could reduce injuries from side collisions by 40 percent. The only catch? Your car would look kinda look like the Stay Puft Marshmallow Man from Ghost Busters. Exterior airbags may be the future of protecting vehicles from a serious collision. ZF has designed exterior bags that are five to eight times the size of your typical interior airbag. Acting at a crazy-fast speed, the system’s cameras, radar, and lidar can detect a potential collision, allowing the airbags to inflate 150 milliseconds before the actual collision occurs. And if that doesn’t work, you know who to call.

Deputy sheriffs in Florida found an 2.5-metre-long unpleasant surprise roaming through the grass near a highway. While waiting for wildlife removal experts to return an alligator to its normal habitat, the deputies tried to contain the big guy. However, the alligator refused to co-operate He took a huge chunk out of the front bumper of the car before making his escape. There still is no word on where he wandered off to.  his eight-foot alligator T took a huge bite of out the front bumper of a police car after a deputy tried to carrel him back into his natural habitat.

LASSIE ON THE LAM A pitbull in Texas made history earlier this year as the first dog to ever hijack a police car.The Kilgore Police Department, located in eastern Texas, received a call one June evening that an aggressive stray dog was roaming a residential neighbourhood and the residents of the neighbourhood were concerned for their safety. When police arrived and attempted to lure the dog into the caged back seat of their cruiser, the pooch decided to call shotgun and crawled into the front seat, making himself right at home. The cops had no option other than to let the dog calm down as he snoozed in the airconditioned cruiser, munch on an officer’s jerky and growl every time the cops tried to re-enter their car. Thankfully, the mischevious little dog was adopted later that week by a loving family and the only reported injury from that fateful evening was just was to the officers pride.



WHAT THE CLAIMANT ORDERS New data has revealed that customers enjoy receiving assistance from claimants when picking a collision repairer. Michael Naoom from Safelite Claims spoke at a CIECA webinar earlier this week and reported that claimants that assist customers in finding a collision repairer receive a 78 point higher CSI score than claimants that don’t assist at all. “In fact, consumers who used an insurer’s recommended shop were “more satisfied” than consumers who used a facility they had in mind,” Naoom reported. Although this data is extremely helpful for claimants, it’s not the first time a study like this has been conducted. Recently, Ford discovered that claimants were nearly three times more likely to choose a repair shop recommended by an insurance company than one that had a convenient location. Rob Johnston, who works in Ford’s global collision marketing sector said that OEM “found the results really interesting and somewhat eye-opening.” Naoom has also reported that not only did customer’s satisfaction with their insurance company increase, but also their satisfaction with their vehicle’s repairs.

VIRTUAL CLAIMS BECOMING A REALITY Intact Insurance recently launched Snapsheet, a photo-based estimating app for drivers in Ontario. Snapsheet allows drivers to upload an image of the damage to the vehicle to their insurance carrier and receive payment prior to going to an autobody or collision repair shop of their choosing. Drivers no longer need to get estimates before booking a with a shop for repairs, According to a statement from Intact: “We are always looking for new ways to improve the customer experience and making the claims process easier and more efficient for customers.” According to Aviva, Snapsheet was designed to remove the extra steps that come with submitting a claim to an auto insurer.

MPI SEES SPIKE IN AUTO INSURANCE FRAUD According to Manitoba Public Insurance (MPI), the number of tips reporting auto insurance fraud received by the insurer in the first five months of this year increased by 63 percent year-over-year. According to MPI, 290 calls were handled, resulting in 52 new investigations being opened. The 63 percent spike equates to about 30 new investigations. As a result, MPI initiated a public awareness campaign to warn customers about fraudulent claims; a recent survey by MPI reveals that more than half of survey participants were more likely to report a fraud after seeing the campaign’s ads.






collision repair centre on the corner of Peterborough's busiest intersection has been successfully run for more than 40 years. Taken over by the Eggleton family in 2010 from the original Nadeau's, Nadeau Collision Centre has kept the same name, as well as the same values. A connection with the community as close as a family. Collision Repair sat down with director of operations, Kirk Edwards and co-owner Jenn Eggleton to get the inside scoop on how to operate such a well-known shop for so long and why they stand out from the rest.

and I have owned it for nine years, and before us, the previous owners were the Nadeau's. We kept the name because it has such a good reputation, we wouldn’t dream of changing it. We don’t feel the need to put our own name on the door, it doesn't matter to us, as long as customers come through the doors, we're happy.

CR: What makes Nadeau’s stand out in the collision repair industry?

KE: The Nadeau's name has carried well over the years. We’ve just carried it on. The business has been expanding, and diversifying most importantly. Everyone here has a purpose.

CR: As a collision repair centre, how do you continue to connect with the community?

Collision Repair: Nadeau's has been a wellknown shop in Peterborough for so long, how do you keep so busy?

CR: Everyone in Peterborough knows the name “Nadeau’s”, why is that?

Kirk Edwards: First of all, I'd like to say our number one priority here is quality and customer service. So that’s always our priority. Whether we're washing a car or changing a wheel, we go the extra mile all the time and I think that's what's given us the opportunity to have so many great things happening here. What I like most about [Nadeau's] is the honesty of the owners and their ability to just be truthful and committed to it. Jenn Eggleton: Nadeau’s Collision has been in Peterborough for more than 40 years. Rob

JE: First of all, we're very family-oriented and what that means is that when someone comes in, we treat them like someone we know. Number two is that we’re honest, when someone comes in for a repair on a rusty car, we’ll educate them and say it’s not worth investing this money, so as much as I appreciate you wanting to bring us business, I can’t take it. Our quality is known for being fantastic and we want our customers to be satisfied, we do inspections throughout the repair to ensure quality isthere. We do what we say we’re gonna do, and that’s what it’s all about.

KE: We have incredibly up-to-date equipment, from aluminum repair to our 3D measuring system. In a lot of cases, without this equipment, small damages don't get uncovered, but in this facility, nothing goes unnoticed.

JE: We're part of MADD Canada, we're a major sponsor. We sponsor quite a few local hockey teams, raise funds for local families, just community support. It shows the community that we're not all about us, we really do care and appreciate what people provide for us and support us and we wanna do the same in return. KE: I think everyone here is personally involved and represents Nadeau's somehow in the community. Personally I live on a First Nations [Reserve] so I belong to the council and sit next to the chief as a counsellor. We're involved in all parts of the community. Nadeau’s is proud to announce they are also expanding into the Towing industry. For more information, call 705 743 6661. AUGUST 2019 | COLLISION REPAIR  29


Hilary Noack, Audrey Batson and Emily Noack: the three women behind Ink N Iron.



hen Hilary Noack was 17, she fell in love for the first time— with a 1970 Oldsmobile. Tired of her parents revoking her car privileges, she purchased the vehicle for a song and diligently worked to restore it—and her independence. “Honestly, it was a huge piece of crap,” says Noack. “Even after I had finished working on it, I wanted to learn more about how to fix the body up.” By the time the jalopy was returned to the road, it had given her something unexpected as well—a taste of what a career in the auto repair industry would be like. And Noack followed up. “There was a bodyshop close to where my parents lived, so I just went there and asked if they would take me on, and they did,” says Noack. “They threw me right into the mix. I have been hooked ever since.” Noack enjoyed her placement at the shop and was grateful for the experience. However, it was then that she realized just how much her gender makes her stand out—in the shop and in the repair industry at large. Even when Noack continued her training at Centennial College, she was the only female in her program. It wasn’t 30  COLLISION REPAIR  COLLISIONREPAIRMAG.COM

“Initially, people would come in and look past me, trying to find the male manager in charge, Now, I have customers who come in who are raising daughters and want them to get into cars, or just want to encourage their daughters to be whatever they want to be. I’m happy to see this place is reaching people and encouraging young women to get into this trade.” —Hilary Noack

until after shes finished her schooling and began working full-time in a bodyshop that she came into contact with other women in the industry. “I always wanted my own shop,” says Noack, “but I was struggling with coming up with an idea that would make it different from the hundreds of other bodyshops. At the same time, when I first started, I didn’t know any other girls who did this. Then when I was working, I began to meet more and more women just like me. “Hearing their stories and meeting girls who started in this trade and quit because they couldn’t get a job or got harassed,” she adds, “that’s where my idea [for Ink N Iron] came from. I wanted to take this bad-ass group of ladies and have a place where we do a lot of training, co-ops and give other young women the confidence and skills to send them out into this world.” So, Noack followed her dream. Four years ago, she opened Ink N Iron Auto Body Shop, which specializes in both repairs and restorations. Her team includes her sister, Emily Noack, and friend Audrey Batson, as well as young female co-op students and apprentices. Although the team was excited to get their


hands on some classic cars in an environment in which they felt welcome, some members of the local community aren’t as excited by the notion of taking their cars into a repair shop staffed solely by women. “I started an Indie-Go-Go campaign to raise the funds to open the shop and made a video about the shop,” says Noack.“If you read through the comments of the video, it’s clear that the second that a man can’t be included, he cries out—claiming it’s unfair; it’s discrimination. But that is what it feels like to be a woman in this industry almost every day.” Despite the backlash from car owners who claim Noack is a “man-hater” and her business is “chauvinistic,” Noack says, her customer base is 99 percent men and they are—mostly— unfazed by her all-female crew. “Initially, people would come in and look past me, trying to find the male manager in charge,” says Noack. “Now, I have customers who come in who are raising daughters and want them to get into cars, or just want to encourage their daughters to be whatever

they want to be. I’m happy to see this place is reaching people and encouraging young women to get into this trade. That’s our main goal, and it’s been really awesome to prove to people that this can work. It’s really rewarding.” Noack is more than thrilled about countering the conventions in the collision repair industry. According to a report from, women have been vastly underrepresented in the

Ink N Iron specializes in restoring classic cars—the first car Noack ever worked on was an Oldsmobile.

industry: in 2018, only 8 percent of women were on an executive committee among the world’s top 20 automotive companies. “A lot of time,” says Noack, “you’ll get women who apply at a shop and they’ll hear, ‘I don’t have a problem hiring a girl, but you might be a distraction to my employees.’ So, I just think it’s ingrained in people’s minds that cars are for boys and girls don’t like cars.” Noack has big goals for her all-female shop. Not only does she want to expand to a second location, she wants to franchise Ink N Iron. “It was never something that I had initially considered doing,” she says. “But when I opened, and even now, I get messages and resumés from girls all over, which say, ‘I wish there was something like this in my state.’ I learned a lot of hard lessons by failures. I hope to streamline [the process] for someone so they can be ahead of where I was when I first opened—and build this awesome sisterhood."

From left: Hilary Noack, Audrey Batson and Emily Noack show off their custom jumpsuits. AUGUST 2019 | COLLISION REPAIR  31


From left: Leanne Jefferies, Ken Friesen, Marc Honorat, Tom Bissonnette, Tom Julius and Musset Dorciné, director of Haiti ARISE Technical Institute.



he Haiti ARISE Technical Institute project has been what Leanne Jefferies, vice-president of Assured Performance Network, refers to as a “labour of love.” More than five years ago, Mark Honorat, founder of Haiti ARISE, attended a Canadian Collision Industry Conference and put the word out about the school, which had been destroyed in an earthquake just after being built. As a result, the Canadian collision repair industry came together to support the cause by fundraising and helping to build an autobody collision workshop and classroom in Haiti. This January, the industry raised $100,000, enough to begin building what would be the first-ever collision repair facility and related school in Haiti. The 4,300-square-foot building

will provide jobs and a place for Haitians to have their vehicles repaired. “There is nowhere to have a collision repair done in Haiti, and there’s no educational facility for it either,” says Jefferies,“so [the school] is the first of its kind in the country. [The project] is going to allow them to have a revenue stream. They are going to be repairing customer vehicles. Right now, if you want collision repairs completed, you have to ship your car over to the Dominican Republic. [The school] will allow Haitians to keep that revenue in Haiti.” Jefferies, Tom Bissonnette (executive director, Saskatchewan Association of Automotive Repair), Ken Friesen (owner of Concours Collision Centres) and Tom Julius (director of business development for flew to Haiti for the building’s ground-breaking ceremony


in January.“Essentially, [construction] started the day we put the shovel in the ground, and they’ve been building steadily ever since,” says Jefferies.“The foundation is completely poured and now they’re moving forward with building all the walls.” According to Jefferies, the layout on the blueprints had to be flipped because the builders realized the construction would interfere with a giant mango tree. “It provides a lot of shade, and because of the heat in Haiti, we decided it would be worthwhile trying to save this tree,” she says. “So, we flipped the [layout] of building and completely redid the blueprints.” Friesen, who has experience building collision repair facilities from scratch, is taking the lead on organizing the equipment shipments to Haiti, but he hopes for more fundraising


Vice president of Assured Performance Network Leanne Jefferies shares a smile with the children at the Haiti ARISE childrens village.

because of the shipping costs. Once construction is completed and all the equipment arrives, Haiti ARISE will invite Canadian instructors and industry leaders to help set up the facility and train the trainers, who will be local Haitians. “This facility isn’t just going to create careers for men; it will also open doors for women,” Jefferies explains. During the Canadians’ visit to Haiti, they met with the dean of the Haiti ARISE Technical Institute, where the collision repair school is located. They mentioned to him about the

number of women involved in the trades in Canada. “His eyes kind of went wide and he was a little bit surprised at that,” says Jefferies. “And we explained that females are really good at painting and have a really good eye for detail. There was a young lady working in the [dean’s] office, and she looked over and said,‘Me? I can do this?’ It was really mind-opening [for the Haitians] that this could be a great career for not only men, but for the young ladies who are attending the school.” Jefferies anticipates that the project will be completed by next year and classes will be full.

Locals are building Haiti’s first-ever collision repair bodyshop.





f there is a quality that can account for the success of Zenetec, a two-location collision repair business in Barrie, Ontario, and it is its willingness to embrace challenges head-on. This trait was ingrained in the business by its founder, Martin Monteith. When he opened Zenetec’s first location in 1992, he didn’t imagine the business would grow to be one of Canada’s best-equipped collision businesses. He simply needed to provide for his family. Having moved to Canada from Northern Ireland a few years before, the experienced auto repair technician realized that only by opening his own business, would he be able to provide his children with the life he wanted for them in their new home. “It was tough coming to Canada and starting

over,” Monteith recalls. “I felt the only way I could provide for them was to Zenetec founder Martin Monteith and his son, Zenetec president William Monteith. start my own business.” It was no easy task to open up his own business, and his budget would barely allow him to purchase the 3,500 sq ft site, but Monteith was dedicated to the project. To stretch his budget, he did most of the renovations needed to prepare the site. Monteith’s hard work paid off. Throwing father’s core business principles. Since he joined the himself into his business, Zenetec began to business, William has recognized the importance build a reputation for providing excellent of partnering with organizations that share the service in Barrie. With an increasing amount Monteiths own principals, too. of business to deal with, he began hiring more One of these organizations is paint supplier and more employees—building a team that FinishMaster, a national leader in the automotive shared his basic values of aftermarket. Like Zenetec, FinishMaster believes decency and dedication. their partner companies deserve the best service, By the turn-of-the-century, and have provided the Barrie-based company the company had expanded with new tools to manage everything from beyond the capacity of the its approach to inventory management and original facility, so it moved supply ordering, to its entire workflow process. to a 21,500-sq. ft. location. “Working with FinishMaster has been great for It would not be long before Zenetec. They really care about our success,” says his son, William Monteith, William Monteith.“I’m particularly impressed joined his father at Zenetec. by a new supply vending machine that has Starting as a high school made the whole team to think about supply student, the younger Monteith management in a new way.” With his business secure, however, Martin would not get a free ride from his father, working up Monteith has not been idle, rather he has taken through the company and a leading role in the business’s biggest-ever learning as many roles as expansion project. he could. In 2014, the Monteiths decided the time had “We believe our employees come for Zenetec to open a second location— and customers deserve the very one built according to Symach’s Fixline model. best,” says William Monteith. While the financial strains that had led him to “I think that’s why we have renovate Zenetec’s original site himself was customers and employees no longer a pressure, the elder Monteith was who have been with us for determined to, yet again, take the lead in the more than twenty years. It new site’s construction. Opened in January 2018, the 28,000 sq. ft. is also why we are still here.” Today, William Monteith location is a prime example of a purpose-built acts as the business’s general collision facility, equipped to provide glass manager, embracing new replacement services, detailing and even car ideas while keeping true his washes on top of body repairs.

A family business: Martin, Diane, William, and Tilly Monteith.




here may be a few banner groups that dazzle on the digital stage, a dozen-or-so independent facilities that are able to pull customers from online networks into their stores, but, by and large, the collision community has not yet effectively conquered the world of social media. Unfortunately, most owners did not grow up in the internet era. When it comes to digital marketing, most have no choice but to turn to younger employees. Because of their general lack-of-experience, the need to provide oversight of social media is generally paramount— which can be difficult for owners and general managers unfamiliar with the finer points of Facebook and Twitter. With so much potential on the table, Collision Repair has come up with a checklist to help managers ensure social media strategies are effective—even if they aren’t entirely understood. Here are some things to consider. DOES YOUR SOCIAL MEDIA MANAGER... ...have a regular posting schedule? Without a plan, you will be unorganized and forced to scramble for content at the last minute. A number of third-party applications allow companies to queue posts and have them automatically upload at an appointed time.

...use bright infographics packed full of information relevant to customers? Businesses able to convince online audiences of their expertise often get the best return on investment for their work. An easy way to do that is to teach the audience a bit about the auto repair industry. It isn’t enough to just post interesting facts and graphics about the auto on the internet. Bright colours are an effective tool for drawingin reader attention.


The audience needs to associate the lesson with the business—and that means digital content should involve house branding. ...self-promote? Self-promotion will help audiences recognize a company across different social media platforms. Using the same username for different platforms makes this even easier. Adding social media handles on all business cards can also draw digital attention. Most of all, a good social


media strategy involves tagging the business and its employees wherever possible. Use hashtags to increase engagement. Trending hashtags are an easy way to get a business’s content noticed—but it isn’t always the best way to do this. Non-trending hashtags also help get online recognition too—and they are less likely to get lost in a sea of attentionseeking tweets. ...take advantage of social media advertising? Social media platforms such as Facebook, Instagram, Twitter, Pinterest and more have implemented ways for businesses to promote themselves with paid advertising on their platforms. These advertisements can make it super easy to reach your targeted demographic. Facebook Ads are usually reasonably priced, and one boost often goes a long way. Collaborate with other companies to help build engagement and relationships as well. Partnering with well-known influencers/ companies can help you reach new audiences

as well as build your online presence.When betterknown companies speak highly of yours, their audience will be more likely to trust your brand. ...identify your target market? It is important that social media managers understand what separates the businesses

they promote from competitors. It is also important that each post remains consistent in tone. The more of sense-of-identity customers feel a brand has, the more likely they are to use the business. ...make use of analytics tools? There is an easy-to-use section on Twitter and Facebook pages that allows businesses to evaluate the effectiveness of posts. These tools make it easy to understand which posts generate waves, and which ones flounder. Good social media strategies make use of these tools by emulating the style of the most popular posts and avoiding styles that underperform. ...avoid spelling or grammar errors? While the gulf between a good idea and a well-presented one may be great, presentation is important. Even managers without digital know-how can check to make sure that the spelling and grammar of posts is not a potential source of embarrassment for the host company.




Left to right: Domenic Prochilo, Paul Prochilo, and Domenic Ieraci founded Simplicity just two years ago.


implicity Car Care’s story is one of a little collision repair company that could. The company has evolved into one of the fastest-growing networks in the collision repair industry, a far cry from its origins as a small, family-owned autobody business run by two brothers with a dream. Simplicity’s first annual market report indicates that this successful car-care company

has had quite the opposite of a “simple” year. The numbers in the 2018 report would not be out of place for a company that’s been in the collision repair industry forever. Simplicity franchises collectively served almost 8,000 customers last year, which contributed to the company’s massive growth in sales (up by 18 percent year-over-year), store locations (to 17 from six) and employment. Those successes


can be attributed to the company’s paradigm shift and dedication to holding its franchisees to the same standards to which the owners hold themselves: reliability, being supportive to strategic partners and customers alike, and developing a culture of innovation. In addition to the 183 percent growth in the number of locations, Simplicity has several partnerships throughout Canada—all with


a vision of providing simple car care to all Canadians. And the company is not finished yet. Simplicity’s annual report states: “In 2019, we have an aggressive growth plan that will expand our reach across Canada.” A supportive attitude is also what keeps customers satisfied and a close connection between head office and the franchisees. This year, Simplicity launched a digital training plan dedicated to reaching out to their franchisees’ employees to ensure they are properly engaged, trained and, most important, safe. As the report states: “Our operations team provide a consultative approach for each franchise owner, delivering a return on investment for our stakeholders, from day one. Our direct repair partnerships add significant value to the network’s business development, while we also continue to assist in reducing their business operating costs.” Simplicity also receives impressive feedback from its customers. According to the annual report, 82 percent of clients would recommend Simplicity’s services to a colleague or friend, and 92 percent reported that their vehicle was ready on time. In addition, Simplicity supports its community, sponsoring the Children on the

Rise charity as a platinum partner. The charity was co-founded by Domenic Ieraci, Simplicity’s president, and his wife, Claudia, in order to contribute to the expansion of the Hospital for Sick Children in Toronto, thus making the Sick Kids pediatric health care more accessible. Children on the Rise raised $50,000 in 2018 to reach a total of $100,000 to date, with the

goal of raising $1 million by 2025. Simplicity’s successes are a result of its culture of reliability, efficiency and support of franchises (including supplemental training), all of which improves customers’ lives. Last year was an incredible one for Simplicity—and the company’s future can only continue to be less simple.

Paul Prochilo, CEO of Simplicity, was awarded the Young Professional Leadership Award earlier this year.





he summer of 2018 takes the podium for the fourth highest global heathumid wave experienced across the northern hemisphere in 140 years of record-keeping. According to NASA and the National Oceanic and Atmospheric Administration (NOAA) the earth's average surface temperature in 2018 rose by more than one degree Celsius (1.8 degrees Fahrenheit) above the average temperature of the late 19th century. This warming trend is expected to continue1. In Canada the temperatures reached during the summer of 2018 are the third highest on

record. From Vancouver Island to Newfoundland Canadian provinces experienced torrid temperatures with the humidex in some regions reaching the mid-40s leading Environment Canada to issue heat-humidity warnings. Over the next 30 years, the number of extremely hot days in a year is expected to more than double in some parts of Canada2. While 2019 is expected to be cooler than last year, above average temperatures are expected in most regions with British Columbia and parts of Atlantic Canada forecasted to reach extreme temperatures.

This ever-increasing heat also presents a challenge for people working in our industry. Even in well ventilated and air-conditioned areas, heat stress is still a workplace hazard within the automotive aftermarket industry due to radiant temperature from heat transfers between the body and hot objects, dehydration, medical conditions, exertion, type of work performed and protective clothing. Heat can cause severe health effects and even death especially if the person is not used to the heat, has a medical condition or other risk factors are present (Table 1). AUGUST 2019 | COLLISION REPAIR  41


FATIGUE CLOTHING Varies by individual’s choices in clothing or by work requirements (e.g., chemical protective clothing or rain gear) table one

AGE After 45 years decrease in the efficiency of sweat glands, heart and lungs)


GENDER Men tend to have a higher sweat rate and larger oxygen intake, tending to acclimatize better than women

• Skin disorders may limit sweating (ex: dermatitis, when aggravated by heat/moisture) • Heart and lung diseases may limit ability to cope with

• Brain's thermostat is affected by ASA, phenothiazines

heat and may be aggravated by it • Diabetes, poorly controlled, may contribute to dehydration

• Sweating function is affected by pilocarpine (treatment for glaucoma, dry mouth) and anticholinergic drugs such as hyoscine (treatment

and may be aggravated by excessive heat

of nausea, dizziness e.g. Gravol)

• Diarrhea may contribute to dehydration • Obesity requires increased energy to move around and the extra insulation reduces heat loss – both contribute to the body's overall heat gain

• Circulatory system is affected by antihypertensives, antiarrhythmics, diuretics, alcohol, street drugs • Metabolic rate is affected by thyroxin, alcohol, street drugs



• Blood pressure

• Dizziness or vertigo • Psychosis • Depression

MEDICATIONS/DRUGS AFFECTING THE BODY’S ABILITY TO TOLERATE (AND EFFECTIVELY DEAL WITH) HEAT. • Alcohol • Amphetamines • Anesthetics • Anticholinergics (e.g. atropine) • Antidepressants • Cannabis (marijuana) • Cocaine • Hypnotics (e.g. barbiturates) • Morphine • Psychotropic drugs • Insulin • Morphine • Organophosphates • Psychotropic drugs • Sympathetic and ganglion-blocking agents • Tranquilizers

Until recently heat stress as an occupational hazard has been overlooked4. Regulation, too, has lagged. Ten jurisdictions have specific regulations pertaining to heat stress and the four that do not still regulate it through the general duty clause and best practice guidelines (Table 2). 42  COLLISION REPAIR  COLLISIONREPAIRMAG.COM


table two




Part 7, Division 4 of the OHS Reg. covers thermal exposure

WorkSafeBC Guidelines explain requirements

(both heat and cold)

in more detail

Does not specifically address heat stress. General Duty



Clause (i.e. take every reasonable precaution to protect of the worker)

Guidelines recommend use of engineering controls, administrative controls and/or PPE to protect workers from heat stress; also recommend use of the ACGIH exposure guidelines

Guide explains regulations in more detail and recommends use of rest break schedule based on ACGIH TLVs [Working under Hot Conditions].


Sec. 70 of the OHS Regs. covers thermal conditions

Guidelines for offices and retail outlets recommend

(both heat and cold)

compliance with thermal comfort guidelines from American Society of Heating Refrigeration and Air Conditioning Engineers (ASHRAE) [Thermal Comfort in Offices and Retail Outlets]


Section 4.12 of the Workplace Safety and Health Reg.

Guidelines flesh out requirements in more detail

covers thermal stress (both heat and cold)

[Guideline for Thermal Stress]

Guidelines cover the dangers of heat stress,


Does not specifically address heat stress. General Duty

acclimatization, engineering controls, administrative

Clause (i.e. take every reasonable precaution to protect

controls, PPE and managing heat from work

of the worker)

processes and hot weather (include use of ACGIH TLVs) [Heat Stress Health and Safety Guidelines]


Section XIII of the Regulation respecting occupational

Guidelines: Guide explains requirements in more

health and safety covers heat stress

detail [Guide to Preventing Heat Stroke (in French)

Government bulletin explains dangers of heat stress, symptoms of heat-related illnesses and


Sec. 4(1) of the Occupational Health Reg. requires

precautions to take. It also suggests that offices use

compliance with ACGIH TLVs

a Humidex chart and the thermal comfort standards set out in CSA Standard Z412-00, “Guideline on Office Ergonomics” as guidelines [Heat Stress]






Secs. 22 and 23(1) of the OHS Regs. cover extreme heat


No guidelines on heat stress

Workers’ comp guide recommends implementation


Sec. 42.1 of the OHS Regs. covers temperature extremes

of heat stress plans that include use of engineering

(both heat and cold)

and administrative controls and PPE [Guide to Prevention of Heat Stress at Work]


Sec. 44 of the OHS Regs. covers thermal environment


(both heat and cold)



Guidelines discuss dangers of heat stress, prevention and legal requirements [Health and Safety Guidelines: Heat Stress]

Sec. 9 of the Occupational Health Regs. covers thermal

Government bulletin explains requirements in

environment (both heat and cold)

more detail [Hot Working Conditions]

Does not specifically address heat stress. General Duty Clause (i.e. take every reasonable precaution to protect

What is Heat Stress? Heat stress is the body’s inability to regulate temperature and the person absorbs too much heat resulting from an overexposure to a combination of metabolic heat, environmental factors and clothing worn. Heat-related illnesses include heat cramps, heat exhaustion, heat rash, heat stroke or hyperthermia, each with its own symptoms and treatments. Heat Stroke and Hyperthermia are emergency medical conditions, left untreated, may result in severe health complications up to and including death. Symptoms can range from profuse sweating to dizziness, cessation of sweating, and collapse. Heat stress also may account for an increase in workplace accidents, and a decrease in worker productivity6.Workplace injuries related to heat include those caused by sweaty palms, fogged-up safety glasses, and dizziness for example. How is Heat Stress Measured? Most jurisdictions use “wet bulb globe temperature (WBGT)” to measure heat stress. This is a complicated calculation but should be performed by OHS professionals to establish site-specific heat stress TLV baselines when there are “hot work processes” in effect at work such as spray painting, welding, soldering,

No guidelines on heat stress

of the worker)

brazing, cutting, grinding or drilling. When workload, wind speed and radiant heat sources do not significantly contribute to the heat burden, an alternative measure is to use internal temperatures and Humidex values. This is a simplified way of protecting workers from heat stress which is based on the 2009 ACGIH Heat Stress TLV. For the general public, Humidex becomes a significant factor when the index value is more than 30 but needs to be adjusted {downwards} for autobody and mechanical production areas.7 Environment Canada reports humidex when the value is more than 25°C.

files/ general handouts/ heat-stress-calculator. html) • Environment Canada Humidex Advisory Alerts • Heat waves (three or more days of temperatures of 30°C or more) Step 2 – Complete a Personal Risk Assessment for every employee

Humidex Heat Stress Assessment Method Between May and September, used daily the Humidex Assessment Method serves as an indicator of increased risk of heat stress.

Step 3 – Initiate appropriate response actions. These include: • Posting Heat Stress Alert’s and Heat Stress Warning’s • Initiating increasing rest in a work/rest cycle regimen • Provision of cool water • Ensuring all workers are aware of heat stress procedures and are vigilant for the signs and symptoms of heat stress

Step 1 – Check the Environment Canada Daily Weather and 7-day Forecast for Humidex Advisory (Humidex at or above 25°C) • Measure temperature and humidity in designated work areas using a hygrometer • Calculate the Humidex (online calculator available at

Preventing Heat Stress8 Preventing heat stress is a joint responsibility. Employers need to understand their obligations under the law and employees must be aware of personal risk factors affecting their tolerance to heat and being forthcoming about accommodation if needed.



a) Develop and Communicate a heat stress plan for all workers

earlier and/or assign heavier work on cooler days or during

b) Train workers to recognize signs and symptoms of heat

the cooler part of the day. For Refinish Technicians, rotate

stress and know how to avoid them c) Provide water ensuring everyone drinks one cup about every 20 to 30 minutes d) Allow time for employees to adjust to heat and hot jobs when possible. Typically, two to three weeks are necessary for an employee to become acclimated to a hot environment e) Measure for Heat Stress Risk using Humidex or WBGT f) Encourage workers to use a buddy system to look out for signs and symptoms of heat stress in one another g) Adjust the work schedule, if possible. Begin work shift

jobs so the technician does not have to work for long periods in the spray booth under hot conditions h) For Refinishing Technicians, limit the time that spray painters must wear personal protective equipment (PPE) such as helmets and protective suits i) Reduce the workload. Increase the use of equipment on hot days to reduce physical labor j) Establish a schedule for work and rest periods during hot days. k) Choose appropriate employees: Avoid placing “high risk” employees in hot work environments for extended time

a) Learn to recognize the symptoms of heat stress. Pace the work, taking adequate rest periods (in shade or cooler environment) b) Use adequate fans for ventilation and cooling, especially when wearing personal protective equipment (PPE) c) Wear light-coloured, loose clothing (unless working around equipment with moving parts). Wear cotton garments underneath PPE d) Keep shaded from direct heat where possible (e.g., wear a hat in direct sunshine) e) Even if not thirsty drink plenty of water every 20 to 30 minutes f) Avoid eating large meals before working in hot environments g)Avoid alcohol or beverages with caffeine h)Check with your doctor about medications, chronic conditions

After a distinguished career in the not-for-profit sector, Theresa Jachnycky joined the family business in 2014. She has provided executive leadership to small, medium and large corporations, and worked with diverse client populations and professionals in the areas of strategic and operational planning, community development, administration and finance. She holds a masters degree in health services administration & community medicine from the University of Alberta and a bachelor of arts degree from the University of Manitoba.;  ttps:// h 3 4 OHS Insider, Protecting Workers From Heat Stress: What Are an Employer’s Legal Obligations 5 OHS Insider, Protecting Workers From Heat Stress: What Are An Employer’s Legal Obligations? Bongarde 2010 www. 6 Lucas, Rebekah A I; Epstein,Yoram; Kjellstrom, Tord (2014-07-23).“Excessive occupational heat exposure: a significant ergonomic challenge and health risk for current and future workers”. Extreme Physiology & Medicine. 3 (1): 14. doi:10.1186/2046-76483-14. PMC 4107471. PMID 25057350 7 Humidex is not always appropriate to use as an indication of when work should be stopped. 8 Adapted from Heat Stress Awareness Guide, Occupational Health and Safety Council of Ontario edit/files/ohsco_heat_stress_awareness_guide_heat_stress_guide.pdf 1






t won’t be news to any of the shop own- it does what you need. What you want is nity for maximizing profit. ers and managers out there, but there’s secondary. Don’t think about it as profit at that point, a high cost to doing business today. A Second, we have to be much more careful though. It’s just what you need to fix the car. lot of this can be attributed to the heavy when it comes to writing estimates. Eye- Making sure it’s complete and thoroughly burden of increasing technology. We have balling the car and depending on your ex- documented will lead to more profit and little to no choice about this. We need to be perience isn’t enough anymore. These days, less wasted time. able to continue performing quality repairs. we need to go above and beyond in terms Step three rests on determining how We need to follow OEM guidelines. That of research. This is vital for writing a com- you’re going to repair that vehicle as quickmeans paying for the necessary equipment plete estimate, but there’s another factor at ly as possible, without sacrificing quality upgrades and training staff or customer service, so you can get another car so they have the right skills in the door. and information to perThese days, we need to go above and beyond form those repairs. It’s just In general, people in that simple. in terms of research. This is vital for writing a our industry have beWhat’s not simple is come very good at step complete estimate, but there’s another factor at three. It’s the first two how you go about still creating a profit under that continue to give us play here... the insurance company. those conditions. I’m trouble. Processes can always not here to peddle doom be improved, but if the and gloom. There are shop doesn’t have enough trained personplay here. Doing the research will give you solutions available, but it’s up to you to put nel, the right equipment and the right rethem in place. the keys to explaining the estimate to the First, we need to determine exactly what insurance company. search and estimates, the processes won’t technology you need to fix the cars in your Research takes time. No argument there. mean much to overall profitability. shop. I put the emphasis on the word “need.” Consider this, though: How much time are Do you need the absolute top-of-the-line? you using right now, arguing with insurers John Scetta is the general manager of Maybe. about estimates? Thoroughly researching Performance Collision & Restyling in St. You also might be able to do just fine with and documenting the necessary repair proCatharines, Ontario. He can be reached equipment that’s merely very, very good. cedures won’t eliminate those arguments, via email to You need to look at each and every equip- but it will reduce them significantly. Thorough research is your first opportument purchase very carefully. Make sure





PIs, CSIs, payroll, liability insur- years of time and training into an apprentice and diligent with goal setting; utilizing the ance, employee retention, accounts that he or she may leave to work elsewhere apprenticeship record/log book; liaising payable, touch time, six sigma…if for an additional few dollars. with your local training provider or apprenthese are some of the things that So how can an employer increase reten- ticeship office; allowing the apprentice time keep you up at night then there is a good tion of the apprentice, particularly after the to attend technical training; discussing the chance you are in a management position or apprentice becomes a journeyman techni- “taboo” topic of wages and possible raises an owner of a modern collision shop. cian? This can be achieved through forms of beforehand; discussing your shop’s SOPs and I have a lot of respect for shop owners, support beyond monetary measures. One explain why they may differ slightly from especially those who are what was taught at willing to hire and train the school. apprentices. A common My experience occurrence for apprenhas been that aptices is being told that The investment of support will pay dividends over prentices who rethe shop isn’t looking for ceive the support time especially as trained technicians become more needed to become or doesn’t typically hire apprentices. At the same loyal, reliable skilled of a scarce commodity. time, I hear that these technicians. The inshops cannot find qualvestment of support ified technicians. If the will pay dividends seed isn’t planted, then over time especialthere will be no crop to harvest tomorrow. of the largest shortfalls of apprentices that I ly as trained technicians become more of a I understand that shops may need a qualified see for technical training is that the appren- scarce commodity. Perhaps a little time spent technician and I also understand that some tice feels the employer or supervising jour- supporting an apprentice will allot a little shops feel the loyalty of an apprentice, partic- neyperson has not provided the necessary more time of rest at night. ularly when training is complete, can be less training prior to technical training. Another Ben Hart is a Red Seal autobody techthan appealing. This relationship is a two-way is that apprentices feel they will be scrutinician and refinisher with almost two street that must remain mutually beneficial for nized upon returning to work and trying to decades of experience in the industry. do repairs “by the book” as taught in school. both parties. He has instructed apprenticeship programs at SAIT for the past two years Employee pay is always a factor, but is all I believe the single biggest factor in apand was previously a working foreman too often looked at with tunnel vision. Some prentice retention comes down to clear comin dealership bodyshop. shops may be concerned that after investing munication which includes: being concise





ast weekend, I had the opportunity to drive through western Saskatchewan. For those of you that think Saskatchewan is flat, you haven’t seen Elrose area. This is the area of Saskatchewan where you watch your dog run away for three days and then watch it come home. All joking aside, as we were road - tripping through the amazing prairies and the beautiful rolling ranchlands of Saskatchewan, my friend Lloyd came to mind. Not only because he has these uniquely placed “delivery truck billboards” in random ditches, on the highway, but because of the antelope and deer I had to continually watch sneaking out onto the highways throughout our trip! Choosing to open a shop in Elrose was a great decision for him. Lloyd and his lovely wife Sandy opened Giles Midtown Auto Body in Elrose, Sask. on December 1, 1970. They are quickly rounding the bend on 50 years in business. 1970 in Saskatchewan was crazy, farming was in the tank and banks thought they were crazy for starting up a business in the farming community of Elrose. The town of Elrose has a current whopping population of 496 people, but the trading area is much larger, with oil and farming and lots of wildlife to feed the body shop. Building the shop in Elrose kept Lloyd and Sandy close to their parents and friends. It also gave them the opportunity to impact their local community in many positive ways, not only being the local “coffee row” weekday mornings but also sitting on local boards, donating time and dollars back into the community in which they raised their family and sustained their business. Lloyd looks back at starting in the industry and the changes he has faced from the `1970s onward, from acrylic enamel paint and unibody frames to ongoing changes and

Sandy and Lloyd Giles.

updates to repair procedures, calibration requirements, insurance rules and more. Lloyd’s ability to adapt to those never-ending changes has helped him to continually be successful in business. Lloyd tells the story about getting involved with PPG’s MVP Roundtable back in 1999. He was busy and he didn’t have time, but his supplier talked him into attending the first meeting and it was there that he quickly understood that he needed to start working on the business and paying more attention to the



Giles Midtown Auto Body in 1970.

numbers. He says it was one of the smartest business decisions of his career. Lloyd also talks about his involvement with CCIF and the opportunity to be involved in the industry across Canada and help affect change. Everything discussed at CCIF from learning about one another’s similar problems, working with insurance providers, OEMs and salvage impacted and

improved his business. Lloyd also mentioned the importance of friends in the industry, people to bounce ideas off, look up to for advice, or someone to rant to when you need an ear. He says that if it wasn’t for Tom Bissonnette and his pep talks, he’s certain that his business results would be different. With Tom’s encouragement and drive to make the industry better has given

Lloyd and Sandy a reason to keep pushing their limits! Sandy, by Lloyd’s side and game for whatever the industry threw at them, is the spitfire who not only manages the books and front end of the business but tirelessly volunteers at the old folks home, flies out to take care of grandkids and plans some of the coolest vacation trips. Giles Midtown Auto Body will celebrate their 50th year in business in Saskatchewan and what a feat that is. They are grateful to their staff who have continually grown with them and supported them over the years and believe they wouldn’t be where they are without them. So much of their continued success is because of the relationships in and around their community that they’ve worked so hard to build over the years. I’m not only proud to call Lloyd and Sandy friends, but amazing mentors to us in collision repair and in business.

Chelsea Stebner is a co-owner/ operator of Parr Auto Body, a collision repair facility located in Saskatoon, Saskatchewan. She can be reached at





ver the course of these columns, view you is very simple; it communicates that time. It is easy for anyone, including ourwe have discussed several points you care! You care about getting better, mak- selves, to get caught up with the day-to-day about leadership essentials that, ing your company better and helping your and be derailed off of even very important when practiced consistently, will people get better. projects. So when you follow up with them, keep you on top of your game. In addition to You will have to collaborate with others as you help set people up for success in staying accepting that you can get better at leadership, you work toward accomplishing your goals. on track. Another aspect is that follow up we know we have to be specific in our goals, To that end, you must have this system that demonstrates that you are sincere in seeking practice “active listening” and set “milestones” will keep you on track as well as those with valuable input. as we learn. That’s how we can measure and whom you collaborate. It doesn’t have to be When a staff member makes a suggestion, track our progress. and you later follow Now I would like you up on that suggesto turn your attention to tion, it sends a clear message that you another practice of good When you follow up with them, leadership that needs to value the opinions of be a keystone activity of those with whom you you help set people up for success. yours. In my best-selling work. It also sends a book, Success Manifesclear message when you don’t follow up. to, I speak of follow up. Think about this. You If you ignore suggesprobably have so many projects, people, complicated. It can be as simple as a spread- tions or worse, pay empty praise to them, products or professional items on-the-go sheet or a notebook. For me, my day-planner eventually people notice this and stop supthat it’s essential for you to develop a system is key. I use it to immediately put into my porting you. of tracking and follow up that is fool proof. schedule the follow up action on the approOnly with follow up that is sincerely Did you know that when you follow-up priate date. If necessary, I will also schedule meant to help others and is exercised in the with people, not only do you reinforce the what I call “touch-points.” These are sched- most diligent way can you stay the one who’s content of what you have discussed with uled times to check-in with people to ensure driving. them previously, but you also improve their they have not been sidetracked with what we perception of you as a leader? You get two agreed to get done. This communicates your Jay Perry is co-author of the book major advantages for the price of one! You serious attitude toward success, and high“Success Manifesto” with Brian Tracy, and the founder of Ally Business are both keeping people on track and im- lights your commitment to positive actions Coaching, a process improvement and and getting results. proving your leadership image. The reason leadership development firm. He can why the perception of you and your leadThis is especially true of longer term projbe reached at ership will improve in the way your people ects that will require work over a period of





dvanced Driver Assistance Systems (ADAS) are taking over the auto industry. A report by the IIHS and NHTSA found that approximately half of the vehicles produced in 2017-2018 had ADAS as a standard option on the vehicle. Furthermore, AAA found that ADAS was either standard or available as an option on 93 percent of model-year 2018 vehicles. It’s not just standard on luxury cars either—Toyota has had ADAS standard on over 90 percent of their vehicles since 2017. Nissan puts ADAS in every Altima, Rogue, and Sentry (among others) it sells. And it’s been standard on every Honda Accord sold since 2018. So, what is the collision repair industry doing about it? It seems the industry has only just got the message on scanning cars. But there’s a far-more serious and expensive issue that’s already here, but that very few are paying serious attention to: the need for collision repairers to recalibrate ADAS sys-

tems on a vehicle as part of the repair process. Like scanning, I will make the claim that ADAS recalibrations will need to be performed on almost every vehicle (with ADAS) during a repair. However, unlike scanning, and unfortunately for repairers and insurers, ADAS calibrations can’t be done in 10 minutes or less with a relatively cheap tool. They’re much more expensive and involved. But it’s critical that they be done. Soon, vehicles equipped with ADAS will be a large part of a bodyshop’s workflow. This article is a wake-up call for collision repairers to get serious now about ADAS recalibrations, for the following reasons: 1. ADAS doesn’t work unless it’s properly calibrated; 2. ADAS issues are often invisible to scan tools – the only way to know that ADAS is functioning properly is to perform a recalibration, therefore: 3. ADAS recalibrations will need to be per-

formed on most vehicles equipped with ADAS following a collision. ADAS doesn’t work unless it’s properly calibrated. Every day, millions of people rely on ADAS systems to get themselves and their families to their destination safely. That’s why it’s scary to know that just changing the windshield on a car can cause it to steer into traffic if it has a front-facing camera. That’s what happened to one Nova Scotia man after he took his vehicle to a Speedy Glass location after getting his windshield replaced there. It only takes high school-level geometry to work out that a front camera with a horizontal deviation of just one degree will be looking at the wrong lane at a distance of 130 metres. What this meant for our Nova Scotian man was that his ‘lane keeping’ systems were actually steering him into oncoming traffic. The problem ADAS systems pose for our industry is that they’re mostly not smart enough to not developed enough to know when they’re misaligned or mis-calibrated. They will continue to function in their compromised state until they are either fixed or turned off by the driver. Until then, they may pull vehicles into the wrong lanes, apply autobraking under overhead bridges, and potentially pose a continuous and active safety threat for the driver. The IIHS recently conducted a study where they intentionally mis-calibrated the front camera. When the front camera was

ADAS issues do not always get picked up on vehicles, making recalibrations the only surefire way to ensure the systems are in working order. 54  COLLISION REPAIR  COLLISIONREPAIRMAG.COM


1. After a R&I/R&R of a vehicle part is attached to an ADAS sensor 2.  After replacement of an ADAS sensor 3. If there is damage to the sensor mounting location.

With the exception of Mitsubishi, every OEM has the same minimum requirements for determining when recalibrations should be performed.

off by just 0.6 degrees to the right—a tiny fraction—the car misperceived the lines on the road by about 60 cm on either side. This small deviation caused the vehicle’s autobraking to fail spectacularly when they tested it, causing the car to smash into an obstacle at 32 km/h when travelling at a driving speed of 40 km/h. What would have happened if the camera was misaligned by 1 degree? 3 degrees? ADAS recalibrations are often invisible to scan tools You might think that there’s an easy solution: scan the car, and if there are no faults, everything is working fine. But that’s a dangerous myth that needs to be dispelled. By now, we all know that there may be fault codes in the car even if there aren’t any dash lights. But did you know that ADAS systems can malfunction without immediately creating a fault code? We saw an example of this in a recent article on a malfunctioning Nissan radar system. Only after driving the vehicle for approximately 15-20 minutes did the ADAS sensor indicate a malfunction and create a code. Just repairing the car in the bodyshop and performing a post-scan would not have flagged the issue.

It’s an unfortunate reality that many businesses in the collision and glass repair industries have figured out “tricks” to replace ADAS sensors and connected body parts without triggering a fault code. But they are doing so at the expense of driver safety. It’s not a trade-off ever worth considering. It’s not enough to do a vehicle scan; the only way to know the ADAS is functioning properly is by recalibrating the sensor and taking the vehicle on an extended road test (and driving the car around the block doesn’t count). ADAS recalibrations will need to be per-

formed on most vehicles with ADAS following a collision That’s why nearly every OEM that sells cars in North America, with the exception of Mitsubishi, has the same minimum requirements for when an ADAS recalibration is required: 1. After a R&I/R&R of a vehicle part is attached to an ADAS sensor 2. After replacement of an ADAS sensor 3. Damage to the sensor mounting locations

A recent study found that front camera misalignments of just 0.6 degrees cause systems to crash as just 32 km/hr. AUGUST 2019 | COLLISION REPAIR  55


According to CCC, six percent of vehicle claims included sensor replacements. Just 1.9 percent included recalibrations.

Some OEMs have stricter requirements. Honda, for example, requires the front camera to be calibrated after every collision. Some OEMS like Volkswagen/Audi and Toyota require ADAS recalibrations after a wheel alignment. But they all have the same basic recalibration requirement—if you’ve replaced a sensor or removed a part attached to a sensor, or if there’s damage to the sensor mountings, it needs to be recalibrated. Period. What does that mean? Vehicles with radar in the front bumper cover or grille will need to be recalibrated if you take the bumper off, even if it’s just a small scratch or ding that needs to be repainted. Ditto It’s the same case for a blind-spot in the rear bumper (if painting is allowed at all). The front camera needs to be recalibrated every time a windshield is replaced. So why did a recent CCC research report find that six percent of claims for current year vehicles had an entry for a replaced sensor, but only 1.9 percent had an entry

for a recalibration? Entries for ADAS recalibrations should be significantly higher than six percent , because it must also be done where a body part attached to the sensor is removed, and in some cases where an alignment is done or where there is any collision or structural damage to the area. The data from this report highlights a major failing in the industry when it comes to ADAS. There’s no excuse for neglecting this important area. The major players in the auto glass repair industry have been on board with ADAS recalibrations for years, and they have processes and equipment in place to identify ADAS on a vehicle and recali-

brate the sensors. The same cannot be said for the industry leaders in the collision repair industry. This must change. Insurers and repairers have a duty to return the vehicle to the customer in its preloss condition. You wouldn’t send a car out without scanning it to make sure there’s no faults. We can’t stick our heads in the sand and cross our fingers when it comes to delivering an ADAS-equipped car back to the customer. Nick Dominato is a Canadian sales and business development representative for asTech, a Texas-based remote diagnostics repair provider. He is based in Toronto.

At Collision Repair magazine, we are proudly Canadian and committed to bringing you the most up to date news that matters to industry professionals. We do it by telling the stories, your stories, which impact your business and that you care most about.

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o say that Sabrina Thring is thriving in the industry is an understatement. After graduating with an Honours BBA from The Schulich School of Business, and spending many years managing financial planning, analysis and accounting, Thring has spent the last three and a half years with

Collision Repair: As the vice president, MSO Operations & Canadian Development, you are playing a major role in MAACO’s Canada-wide rebranding initiative. Could you tell us a bit about the goals of the rebranding? Sabrina Thring: I proudly stand behind our Go Forward Plan launched last November 2018. Our Go Forward Plan in Canada embraces the MAACO three-legged stool value proposition of Retail and Cosmetic, Fleet and Local Trade and finally Insurance - Tier 2 DRP and/or Customer Referral. In Canada, we recognize the need to stay on top of industry performance requirements such as ICAR Training and OEM repair directives. We are not just here to paint, our value proposition includes all legs of the stool and are equipped to do so with brand consistency through our Image improvements and center standards by achieving Certification levels - Gold, Diamond and Platinum.

CR: MAACO’s one of the most recognizable brands in North America—some would argue thanks to a jingle. What is your strategy for getting Canadian’s to think about the brand, long known for its auto paint work, as a collision repair provider? Sabrina Thring: As a prospective independent looking to convert an existing center or as a new investor, MAACO offers a solid value proposition of retail, fleet, and insurance through a blended B2B and B2C marketing strategy. We have enhanced our marketing platform to include various digital, social media driven and

Driven Brands, beginning as VP of Finance for CARSTAR, and working her way up to VP of Operations; managing the MSO platform and Canada. Collision Repair caught up with Thring to discuss rebranding strategies, the value in franchises as well as the future of the collision industry.

traditional tactics in order to address what drives our customers - national warranty, reputation, customer experience, and a friendly welcoming atmosphere. MAACO Canada fondly remembers the roots and best practices of it’s 47-year-old legacy but strives to gain a competitive edge in the collision repair space.

CR: What should collision facility owners expect from membership in a banner group? What is it that franchises value in potential franchisees? Sabrina Thring: We see daily that it is getting harder for independents to maximize their earning potential and maintain a succession plan for their families without being part of a banner group. There are so many benefits that come with being part of the MAACO Franchise System. There is corporate support for creating the three-legged stool model retail, fleet, insurance - for independents an opportunity to layer on business without losing their primary customer base. There are also two accredited state of the art training facilities in Edmonton, Alberta and Charlotte, North Carolina as well as an Online Training Portal through Maaco University. Other benefits include a ramp-up on site center training support from Corporate, procurement leverage for materials, paint and parts with selected top industry vendor partners such as Axalta, Sherwin Williams and PPG, an enhanced marketing platform as well as access to

national fleet accounts, insurers, and industry standard certification training.

CR: Have you noted any particular business practices that are common to successful MSO operators? Sabrina Thring: Definitely! In my time of overseeing MSO Operations, the most successful ones are those that have strong owner and operator engagement, follow the playbook and prioritize their people by having competitive compensation and employee retention practices. Continuously improving by monitoring their KPIs, keeping up with industry standards and paying for performance to optimize their people, which in turn we know leads to stronger performance and profit.

CR: A decade ago, there were about twice as many auto repair businesses as there are today, but half as many as in 1999. Do you think the long-term trend towards consolidation in Canada’s collision industry will continue? Sabrina Thring: Yes, Bob Benjamin our President of MAACO, believes strongly that the collision industry will continue to consolidate as we see more and more multi-site operators scale the system, which is a great benefit to our national customers (purchasing, fleet, insurers). We also believe there will be more buy-outs of the larger collision repairers and regional MSOs. That said, independents still represent the lion share of the market. AUGUST 2019 | COLLISION REPAIR  57




ollision repair businesses may seem ingrained into the fabric of Canada, but the roots of the sector in the country remain shrouded is mystery. To pierce the fog, Collision Repair has taken a trip back in time to review a century-and-a-half of automobile repairing in the Great White North.

1867: A Car is Born In 1867 Henry Seth Taylor, a watchmaker and jeweler, builds the first automobile in Canada. The steam-powered buggy is unveiled at a fair that year and is regarded as a novelty by many. Unfortunately, the buggy is crashed into a creek later that day. Taylor attempts to fix the damage, making him the first collision repairer in Canada.

1930s: The Big Crash As the global economy crashes, so do vehicle sales in Canada. Fewer people purchased cars, so the need for repairs also dip. However, there is a big boom in the economy a few years later, and the collision repair industry really gets rollin’.

1953: Sundown Shop Opens One of the oldest collision repair shops still standing in Canada opens in Sundown, Man. Gateway Autobody Ltd. is established by Ted Kostynyk after he falls in love with restoring his first car, a used 1929 Pontiac, and he decides there aren’t enough autobody shops around. His wife, Anne, teaches him how to apply paint to get the business started. Ever since, the business is owned and operated by the Kostynyk family -- now by the third generation.

1998: EV Go Home They’re here. Nissan produces 200 electric vehicles. Although there aren’t many EVs being driven in Canada, the technology catches the collective eye of some Canadian OEMs, resulting in a huge boom of EVs much later. Collision repairers prepare themselves to repair a whole new type of vehicle, while auto recyclers struggle to figure out what to do with that battery.

1904: Do it, Ford Canada The next important Henry, Henry Ford (American unfortunately), kicks off the automotive industry in Canada. Within 10 years, there are more than 50,000 cars on the road, making Canada the second-largest vehicle producer in the world. People quickly become mechanics and repairers to supply the demand.

1950s: Time for a Makeover By 1950, auto mechanics and collision repair are beginning to diverge, thanks to Alfred P. Sloan, CEO of General Motors. A new wave of consumerism means Canadians care about both the capability of their vehicles and their aesthetics. The desire to have the latest, newest and least-dented car is “in” (next to sock hops and doo-wop) and the real collision repair industry is born, forever making auto mechanics and auto repair separate industries.

1976: Buckle Up On Jan. 1, the Canadian government passes legislation requiring all vehicles be equipped with seatbelts and that all passengers must wear one. This is a big step for both people riding in the cars and for Canadians who must learn to repair the new features. While the use of seatbelts spikes, so do gas prices, making many people dream of a day when a car can run on electricity.

Present Day: The secret to maintaining a market is keeping up with the times, which is exactly what collision facilities have been doing. Whether shops are creating their own cars or preparing for huge changes, Canada’s industry has been developing for more than 150 years.

What will the next generation of cars mean for the collision repair industry? 58  COLLISION REPAIR  COLLISIONREPAIRMAG.COM


Trista Anger.



he Women’s Industry Network (WIN) welcomed two new board members this May during their annual conference in Florida. Trista Anger, regional manager for BASF, and Cheryl Boswell, CFO of DCR Systems, are proud to represent their companies and other women in their industry after joining the WIN board. Recently, Collision Repair spoke with these two women about the importance of the WIN and encouraging young girls to enter the industry.

Collision Repair: Congratulations to both of you for being selected to join the WIN board. Could you describe your involvement with WIN and what the network means to you? Cheryl Boswell: I’ve been with WIN since the beginning over 10 years ago. Really, the mission behind WIN is to help develop and support women in the industry — to drive industry and sustainability by developing

women through education and connection. We want to be the network that drives the future of collision repair. Trista Anger: My involvement with WIN is fairly new. I went to my first conference two years ago, and being a woman in the collision repair industry for the past 15 years and being a minority in that industry … there was nothing like WIN in Canada. It is such a unique organization and there’s a real need for it. I want to see what we can do to expand [WIN’s] borders.

CR: Both of you were able to attend the most recent conference in Florida. What was that like? CB: I will say a huge portion of [the conference] is all about networking and making those connections and those bonds and relationships. But [our mandate] is not only about developing the industry,

Cheryl Boswell.

it’s about giving back. We’re always about helping women enter the industry, and this year we gave out the annual scholarships to our biggest scholarship class. We had nine scholarship winners; they were with us for the whole conference, and many of them left with actual job opportunities.

CR: What advice would you give these women — and any young woman interested in entering the industry? TA: We often hear the phrase “fake it ’til you make it” — and being a woman in this industry, the biggest thing I’ve learned is “face it ’til you make it.” Don’t be afraid to have confidence in your skill set; understand what you’re bringing. And don’t give up on that. Both Boswell and Anger continue to lead in the trade industry and on the board. For more information on WIN, visit





or the Mirante brothers, it all started with their passion for cars. Carm, Walter and Nick Mirante are the owners of the master franchise MAACO in Alberta, a subsidiary of the Driven Brands. The shop is equipped with a state-ofthe-art training facility and has produced an annual revenue of nearly $3 million in sales. “It was a family thing what we’ve done together here, and ever since we were kids, we’ve always worked together as a family,” said Nick. In May, MAACO North American president Bob Benjamin presented the Center of Excellence Award for Alberta to the brothers as a token of recognition for their efforts and to also share what plans the company and the

shop have for the future. “We feel honoured, we’re quite humbled to be receiving this award, we’ve worked really hard in the time that we’ve owned this franchise. There’s a lot of people we want to thank that have helped us get to this point, from suppliers to our mentors, to people that we’ve met in the industry, to our staff,” said Carm. The intention behind the award is to recognize the Mirante’s shop for having a state-of-the-art training facility for the province of Alberta and to attract and offer training services to any new prospect franchisees, or independent shops converting over to MAACO. “The other intention is to do I-CAR gold training from this the facility,” said MAACO vice president of multi-site operations Sabrina Thring.

Among the brothers and the North American MAACO president, there were several industry partners and local independents for the company’s first Discovery Day in Canada. The day created awareness for local or independent collision and paint shops in the province of Alberta to come and learn more about what it is to be a MAACO franchise and what the future looks like for the brand. “We are not only a retail platform; we specialize in the trade and now we are adding in the near future, the tier two direct repair program with insurers. So MAACO in Canada will be seen as the one-stop-shop for all your collision and painting needs,” said Thring.

The Mirante brothers were honoured with a Center of Excellence award from Maaco North American president Bob Benjamin.

President of Maaco North America Bob Benjamin, Carmelo Mirante, Nick Mirante, Walter Mirante, Walter Mirante, and SVP of operations for Maaco Russ Slocum. AUGUST 2019 | COLLISION REPAIR  61


“As cars became more computerized, there wasn't too much thought put into the idea of cybersecurity. Why? Because when cars are manufactured, autonomous features are created first, security last. Those risks weren't really considered until relatively recently.”



ecently, the Boyd Group announced it had been the victim of a ransomware attack. Although the auto repair investment fund has not uncovered any evidence that customer or employee information has been compromised, security experts are continuing to investigate the extent of the damage. While work uncovering the extent of the damage may be relegated to the Boyd Group's cybersecurity department, the incident has caused ripples of concern across Canada's automotive sector. As the importance of computerization in vehicles increases, several

Collision Repair: What is ransomware? Justin Bull: Ransomware is software designed to hold you at ransom. It can threaten to shut down your ability to do business unless money is paid. The thing is, there is no guarantee that the threat will go away if the ransom is paid. Even if it is, there is nothing to stop criminals

Collision Repair readers have voiced concerns that the collision community is largely naive to the risks posed to auto repairers by cybercriminals. To clarify these risks, Collision Repair recently spoke with Justin Bull, a Toronto-based cybersecurity expert came to national prominence in 2013 when he alerted the Canadian Revenue Agency that their private information was vulnerable to a relatively simple-to-perform hack known as Heartbleed. He now serves as a senior cybersecurity manager with Weathsimple in Toronto.

who choose to sell the data to organized crimes who can use these identities for their own illicit purposes. The challenge is that, at this point, there's no way to know if criminals have already started extracting your customer's data. If they have, they can turn around and use this for identity fraud. Almost all of ransomware attacks now try


to take advantage of network propagation. If a single computer gets hit in your office, it will jump to other computers in the office as well. If you're connected to an affected network, criminals may have access to your data too.

CR: How can an organization limit the risks of ransomware or other cyberattacks?


JB: There is no silver bullet to protect an organization against cyber crimes. The most important thing to do is to maintain good 'computer hygiene' habits—just as you would at home. Don't download unknown email attachments or follow strange links. Some companies invest in sending staff to courses to reiterate the basics of safe computer use. It is also important to avoid putting off those software update notices. It is easy to put them off, but updates are the only way for Apple and Microsoft to protect against new threats—and cybercriminals are always trying new approaches.

CR: Are there any risks data theft roles that are specific to the automotive sector? Is the idea of a terrorist attack made via a hacked vehicle possible, or just science fiction? JB: As cars became more computerized, there wasn't too much thought put into the idea of cybersecurity.Why? Because when cars are manufactured, autonomous features are created first, security last. Those risks weren't really considered until relatively recently.

The direct hacking of automobiles is a bursting field of research and a very serious field of research.We're finding situations where people can kill the steering wheel or remote control the brakes—which could cause an accident or death.

Justin Bull is the senior cybersecurity manager with Weathsimple in Toronto.






ew people know Canada's auto aftermarket as well as the Automotive Industries Association of Canada's next chair, Jason Best. Over the past two decades, few names have been associated with as much success in the auto aftermarket as Jason Best. Now the senior vice president of Spectra Premium Industries, a company specializing in the design, engineering and distribution of aftermarket parts, he was named the AIA of Canada's young leader of the year in 2017, and has recently been appointed as the association’s next chair. Collision Repair caught up with Best to discuss his thoughts on the changes affecting the AIA, the automotive aftermarket, and the collision community in Canada.

Collision Repair: As the upcoming chairman of the AIA of Canada, what do you have in store for the automotive and collision repair industry?   Jason Best: After five years of involvement with the AIA, I will have the honour of becoming the AIA of Canada Chairman for 2019. We’re really at a crossroad in the automotive aftermarket. There’s consolidation, a lot of new players and changes in what’s being replaced on a vehicle. As an association, it’s our job to make sure that people understand what the changes or opportunities do to their everyday business model, how it impacts their everyday business model and how we can provide them information. The industry association has to remain hyperfocused on how we’re going to communicate those challenges or opportunities and how we’re addressing those behind the scenes. At the same time, it must gather the voices of service providers like shop owners, who can provide us with the feedback on the quality of products, on the serviceability, the impacts of online pricing, the accessibility to vehicle data. They’re the heartbeat of what happens in the automotive aftermarket.

CR: What do you think is the most important aspect people in the automotive aftermarket industry need to stay on top of?   JB: The customer experience and journey have changed in terms of data accessibility. However, what has remained a clear constant is the fact that all our end customers want a quality part, delivered on time, at the right price. Our job is to facilitate this experience of replacing an automotive part or component in the most efficient and cost-effective method possible throughout the buying experience at all levels of distribution.    CR: What advice would you give to people in the automotive aftermarket industry in staying successful?    JB: Engage, collaborate and stay informed. As the market changes and adapts to newer trends the key for jobbers will be to integrate key changes into their service model and, more now than ever, to look for more dataorientated solutions and platforms that focus in facilitating the customer journey

into a more seamless transaction.

CR: What do you see happening to the automotive aftermarket industry in the future?   JB:A lot of focus will be on data technology and its access, which will come to play a huge role in the aftermarket industry. The industry itself relies heavily on data. As the vehicle itself becomes more complex to repair, the need for a more solutions-type mind frame that focuses on how to access vehicle information, how to access data, how to perform repairs on more complex, connected vehicles with electric powertrains, assisted-driving, and self-driving technology. A specialized workforce will need to be trained and hired based on these different skills, and the industry has to change its image to entice bright minds in joining the aftermarket. The increasing weight of the online marketplace, compounded by the pressure of trade tariffs, has an impact on the supply chain from a price standpoint. Everybody has to watch how these will affect the aftermarket. AUGUST 2019 | COLLISION REPAIR  65




his has been an amazing year for young apprentices and aspiring tradespeople across Canada. Whether being awarded for accomplishments in car painting and body repair, to dominating SkillsCanada, the future of collision repairers looks a bit brighter with the next generation of industry leaders revved up with passion for autobody repair. Keegan Watkins - McIntyre and Catherine Mathewson are two students who have begun to dominate the industry before even launching their careers in it and Collision Repair has covered their stories of careful training, hard work, reaping the benefits of proudly demonstrating their unique skill. The first story comes from Keegan Watkins - McIntyre, a Crocus Plains Secondary School Student and autobody repair whiz. In May, Watkins - McIntyre struck gold at SkillsCanada competition in Halifax, winning first place in auto body repair and representing the province of Manitoba. Growing up around stock cars at home, Watkins - McIntyre knew he was interested in collision repair, but it wasn’t until he entered high school that he knew he wanted to pursue it as more than just a hobby. “When I was in Grade 9, Crocus [Secondary School] had an open house to showcase what all the different trades were and I tried auto tech, autobody, and welding and I really enjoyed all of them,” Watkins-McIntyre told Bodyworx. Watkins-McIntyre took his passion to practice when he competed in the ManitobaSkills competition earlier this year. After an impressive win, placing first in AutoBody Repair, his talent took him to SkillsCanada Halifax where he competed against other students across the country for the gold. But he couldn’t have done it with pure luck alone. Watkins - McIntyre trained for weeks in advance to prepare himself for the

(Left to right) Skills Canada Post-Sec ondary car painting winners, Carrie Long, Catherine Matthewson and Nicole Sheetka.

big competition. “After I won SkillsManitoba I knew that I had to practice for SkillsCanada. I did as much practice as I could and I would stay late with my teacher and come in after hours.”


“I am very thankful and grateful that they are investing money and time into newer generation into the trade. It’s going to make an impact on my life to push and strive for more and be able to help the next generation.” —Catherine Mathewson

said Watkins- McIntyre. “[My teachers] both spoke with some people to get me prepared for the competition and obviously it helped as I got the gold medal”. Watkins-McIntyre also accredits a lot of his big win to the resources given to him to help practice. “My teachers Carl DeCosse and Greg Oliver have taught me everything about autobody as they have been my teachers for the last four years and they have helped me get to where I am today.” said Watkins - McIntryre. “They helped me get the proper tools and practice pieces for SkillsCanada. They also took me to the local auto wrecker Westman Salvage and donated a car so I could practice my quarter panel for SkillsCanada.” When Watkins-McIntyre isn’t practicing for his next competition, he works on project cars at home as a hobby. “I enjoy working on cars and I have a lot of projects on the go that I have been working on. I took one to school and finished it before I went off to SkillsCanada”. When it comes to future competition plans, Watkins-McIntyre hopes to one day represent

Keegan Watkins - McIntyre proudly represents Sakatchewan at the SkillsCanada competition in Halifax.


Canada at the bi-annual WorldSkills competition. The next month, another future repairer proudly represented the industry. Skills Canada car painting champion Catherine Matthewson became the first recipient to be awarded AkzoNobel’s Dave Smith Award. AkzoNobel devoted an award to industry leader Dave Smith after his sudden passing nearly one year ago. Smith had a long-career with AkzoNobel since 1993. “Dave always had a positive outlook and cared not only about the people in the industry, but the industry itself,” said Darryl Simmons, publisher of Collision Repair. “He is deeply missed.” The award which contained $2,500 was presented to Matthewson a week after she took home the gold medal for the Post-Secondary Car Painting competition. The purpose of the award focused on a topic that Smith was very passionate about—supporting the education of vehicle refinishing. “I am very thankful and grateful that they are investing money and time into newer generation into the trade. It’s going to make an impact on my life to push and strive for more and be able to help the next generation,” Matthewson told Collision Repair. This isn’t the first victory for Matthewson. She

began her passion in the collision repair industry when she was in Grade 10. As a high school student she competed in the Skills Canada competitions, and took home bronze in 2013 and silver in 2014. The now-Centennial College student says she couldn’t have achieved any of these awards without the help of her professors and her autobody high school teacher, Bill Speed. “They’ve literally molded my career for me so I wouldn’t have been able to do it without them.” Matthewson wants to make a difference by changing the way people look at a career in collision repair and dreams of becoming the same kind of mentor that her teachers have been to her. “I want to be able to give back to the newer generation and be able to teach them and give them the opportunity that I had in high school. I want to show women and people in general that anyone can do trades, and there’s nothing wrong with it. It’s definitely a great career choice and there’s more to life than being a doctor, a lawyer or an engineer. Everyone always looks down on the trade and I want to help change that stigma.”

SkillsCanada winner Catherine Mathewson poses with autobody teacher and mentor Bill Speed.



Theo Theodosiou, Lucy Cater, Farzam Afshar, Steve Leal and Robert Snook.

Jeff Smith.

Jim Azzouz and Harry Dhanjal.

Steve Leal and Daniel Hogg.



eynote speakers and panelists at the 19th annual International Bodyshop Industry Symposium (IBIS) global summit were unanimous in their message: modern processes and attracting and keeping talent will be key to ongoing success for businesses in the collision repair industry. Jason Moseley, CEO of IBIS, hosted the twoday summit, which was held in Baveno, Italy, in June. He took pains to remind attendees that “all of the answers to our industry’s issues lie in this room.” Speakers at the event included Jim Azzouz, marketing director for aftersales, Ford Europe;

Jennifer Boyer, global collision business and strategy manager, Ford Motor Co.; James Grant, vice-president of business development at Verisk Insurance Solutions; Dave Gunderson, vice-president and general manager, automotive aftermarket division, at 3M Co.; and Mary Mahoney, vice-president of Enterprise RentA-Car, among others. Champions of the World Skills competition also contributed to the discussion. Mirko Cutri, Nicholaus Owen, Georg Profanter, Ase Brekke Roe and Steve Waite participated on a panel, along with Gunderson, that discussed how to get more women and young people involved


in the collision repair industry, as well as how to speed up the repair process. Cutri notes that World Skills helps to attract young people to the industry: “We recognize talent and skills on stage [at the World Skills competition] while exposing youth to a variety of skills.” Other speakers shared research and suggestions pertaining to their businesses. Grant, for one, noted that according to Verisk’s research, 39 percent of drivers switch vehicle manufacturers within 12 months of a poorly handled claim or repair and 41 percent switch insurers after an accident, no matter how


Jim Azzouz and Jennifer Boyer.

Michael Macaluso, Nick Di Luca, Osvaldo Bergaglio and Ryan Bruno.

Frits Hillebrandt, Gabrielle Comtois and Emmanuel Gyebi.

effectively their claims were handled. “Most of drivers’ dissatisfaction, he says, is caused by confusion and delays in the early stages of the claim process.” Verisk recommends using Xactimate, an appraisal app available for mobile devices, to help mitigate these defections. The app uses AI algorithms that analyze photos to estimate the severity of damage to vehicles’ body parts, says Grant, which means a claim can be settled in as little as 13 minutes. Boyer and Azzouz spoke about Ford’s intention to connect its smart vehicles to

David Leuhr.

Osvaldo Bergaglio and Nick Di Luca.

the cloud, which will enable the OEM to be more active in the collision repair process. That strategy is supported by a report from Enterprise Rent-A-Car, which predicts that by 2040, two billion cars will be connected to the cloud. Enterprise’s Mahoney offered suggestions for preparing for that future, including investing in talent and technology (especially tech to connect with OEMs via the cloud), as well as in new partnerships. “Connected cars, she says, will speed up the repair process and increase customer satisfaction.”

Mahoney summarized the overriding message of the IBIS summit: “If you don’t invest [in new tech and retaining talent], you will not survive.” IBIS was founded in 2001 by Christopher Mann and David Young, co-owners of bodyshop magazine, which is published in the U.K. The first IBIS conference was held in Wales and, since then, conferences have been held all over the world, attracting hundreds of delegates from every sector of the collision repair industry. For more information on IBIS, visit AUGUST 2019 | COLLISION REPAIR  69




embers of CARSTAR from across the continent headed to the windy city of Chicago for its annual conference, held July 10-12 at the Hilton Chicago. Dubbed Acceleration 2019, this year's event coincided with the banner's 30th anniversary. It is also the third conference that brought together both the Canadian and U.S. sides of the business. “This premier MSO event of the year, with an incredible lineup

of speakers, educational events and networking opportunities, is exclusive to the CARSTAR franchise partners," said Michael Macaluso, president of CARSTAR. “Our 30th-anniversary conference will accelerate our growth plans as franchise partners, business leaders, vendors and insurance carriers all come together to help drive the collective industry forward.”

DAY ONE The first day CARSTAR's annual conference went off without a hitch and raised nearly $20,000 for cystic fibrosis while giving the attendees a taste of Chicagan culture. The day began with a Soul Stroll for cystic fibrosis, a walk that allowed attendees of the event to see the skyline of the city and the downtown area while raising funds for the North American Cystic Fibrosis Network. This year had the highest level of participation and was inspired by, "the great Chicago-born music tradition of blues" according to CARSTAR. The stroll also celebrated some of

CARSTAR's biggest Shine Month Winners. Acknowledgements went out to shops who raised significant funds during the month of June. Canadian winners such as CARSTAR Brampton, CARSTAR Red Deer, and CARSTAR Toronto St. Clair were celebrated for their large contributions and it was announced that CARSTAR is much closer to reaching their goal of $4 million by the end of the week. After the stroll, attendees listened to Macaluso lead a discussion on how performance drives growth and the need


CARSTAR members participate in the Soul Stroll through Chicago. The event raised more than $20,000 for the fight against cystic fibrosis.


to put an emphasis on the brand. According to CARSTAR, they've "seen the need for change coming, and have to put a stronger focus on the brand, the EDGE Performance

platform, and the need to drive scale across North America to not just keep up but push past competitors." Afterward CARSTAR celebrated their franchisees of the year. Ontario represented Canada big-time CARSTAR president Michael Macaluso addresses as three Ontario-based auto conference guests during the first day of Acceleration. shops scooped up impressive awards for their efforts in the

auto industry. After conferencing, networking, and lots of excitement, attendees were able to pay a visit to the iconic baseball field, Wrigley Field. CARSTAR members could go on a VIP tour of the stadium, step into the field and test out their baseball skills at the batting cages. Members then returned to their rooms to rest up in preparation for day two of the Acceleration Conference.

Canadian CARSTAR members were celebrated for their efforts in raising money for cystic fibrosis.

DAY TWO CARSTAR's Acceleration Conference carried on it’s energetic spirit to its second day full of celebrating, collaborating and educating in the windy city. Beginning bright and early, Matt Bell, vice president of human resources at Driven Brand led the opening ceremonies and filled attendees in on the exciting day they were about to have. The first key discussion was led by Jay Baer, an author who has been in the marketing industry for nearly 30 years. Baer led a dynamic and fast-paced discussion on how to turn customers of a business into advocates for the business. Baer captivated the audience with his hilarious story-telling while providing them with strategies to provide excellent customer service. Following Baer's lively discussion, Jason Verlen took the stage. Verlen has also had lots of experience in marketing and often writes about the future of automotive technology. Verlen's discussion highlighted how business models rapidly rise and fall and what the technology-driven innovation of collision repair spaces looks like. Verlen also discussed how to improve productivity and the customer's overall experience.

In honour of the hosting city, guests dressed in jazz age-inspired clothes.



After the two lively discussions, with many mini-discussions in between, CARSTAR attendees got to attend a vendor expo where they received information about key partners around North America while snagging goodies and networking with other members. The day finished up early, allowing attendees to further explore the city and get ready for another fun-filled day at CARSTAR's Acceleration Conference.

Guests at the 1920s-themed Met Gala. The Progi team, one of several delegations representing CARSTAR’s industry partners.

To visit to the home of the Red Sox, delegates dressed in new team shirts.

DAY THREE Although the conference was slowly coming to a close, the CARSTAR members were revved up for another day of action on Friday morning. Beginning at 8 a.m. Matt Miano, vice president of procurement kicked off the conference by sharing the importance of the procurement department in CARSTAR’s network and their endless benefits. Miano also filled the crowd in on specialty programs offered to them as well as stats and information on program sales. Sean Carey, then took the stage. Sean Carey was a highly-anticipated keynote speaker and is a well respected claims and collision industry strategist. His presentation explored what the rapidly changing industry will look like in the future with a focus on automation and

OEMs. Carey also highlighted how CARSTAR will benefit from these exciting changes. Other industry leaders then joined Carey on stage to host a panel discussion about initiatives on certifications will impact the CARSTAR network and how members can prepare for this. A quick franchise performance panel followed, and finally Dean Fisher, COO of CARSTAR came to the stage to close the conference and thank everyone for their hard work. Fisher reflected on not only the past week’s events, but CARSTAR over the past 30 years. After a sad, but hopeful closing, CARSTAR members busted out their feathers, boas, and


pearl necklaces as they turned from franchise owners to flappers for the 1920s themed Met Gala. “We [celebrated] our accelerated momentum in style on the final evening as we honor our hardworking network for their outstanding achievements,” stated CARSTAR. The conference was an impactful for experience for the CARSTAR members and the future of the industry. As they left the conference with heads full of knowledge, bellies full of Chicago pizza, hearts full of enlightenment, it is clear why CARSTAR has been successful for the past 30 years.


ICBC CUSTOMERS CLOSER TO COMPENSATION Victims of a B.C. gangster, who used information stolen from the Insurance Company of British Columbia (ICBC) to plan his crimes, are one step closer to receiving compensation from the Crown corporation. In late May, a threejustice panel B.C. Court of Appeals found that evidence from seven former ICBC employees could be used against the public insurer. In 2011, then-ICBC employee Candy Rheaume sold personal information on 78 ICBC customers to Vincent Cheung, a gang

member who used the details to organize attacks against several of the ICBC customers. The attacks included incidents of arson, vandalism and even shootings. It is believed that Cheung had attempted to target people associated with the B.C. Provincial Police. Rheaume pled guilty to her role in 2011, while Cheung pled guilty in 2016. Thirteen drivers, who are alleged to be among those had their information sold to a gangster, were victimized in a number

of ways, including vandalism, arson and even a drive-by shooting. The ruling issued by the B.C. court found that, despite efforts to prevent such criminal theft by firing anyone found to have released private information, the ICBC could still face punitive damages.

B.C. ISLAND IN DESPERATE NEED FOR EV REPAIRERS Sitting between Vancouver Island and British Columbia's mainland, Salt Spring Island is home to about 10,000 people and the highest density of electric vehicles in Canada. With one EV for every 100 Salt Springers, the island is home to four times as many EVs as PEI, despite being home to a 10th of its population. The even more mysterious bit about this EV dense population is that the repair shops seem to have no experience dealing with them.

“We’ve never dealt with them,” said Richard Murakami, owner of Murakami’s Collision. “The only time I’ve ever dealt with an electric car is to get a dent out of the door”. Murakami is approaching his 80th birthday and has been in the collision repair industry in Salt Spring “forever.” And despite the several collision repair shops found online claiming to be located in Salt Spring, Murakami says there’s only two operating,and both shops are unfamiliar with the mechanics of an EV. “Most people with electric cars here

take them to Victoria or Duncan to get them fixed. That’s mostly where they get them from,” said Murakami. Despite EV certifications allowing shops to draw in business from places like Salt Spring, not every auto repairer feels the potential benefits outweigh the costs. According to one Duncan repairer, Josh Macadam, owner of Aurora Auto, his own investment in EV repair training has yet to pay off. “It’s a very big endeavour for a private shop to take on those kinds of jobs because of the expense of the equipment they are required to use,” said Macadam. “You’re looking at tens of thousands of dollars just for diagnostic equipment.” A standard trip from Salt Spring to Victoria is 25 minutes by Ferry, but a full hour and a half by car. The options are limited, but EV drivers still persist. “Well, I don’t blame them,” said Murakami. “People will do anything for their car. And an electric car? Wooo you just plug it in and away you go."

B.C. FIX AUTO TEAM PAYS IT FORWARD A Fix Auto B.C. team recently volunteered their time to cook for more than 100 people staying at the Ronald McDonald House B.C. and Yukon located in Vancouver. RMHC is a charitable organization that provides families of sick children with a home to stay at while their child is being treated at a nearby hospital. Last month, 13 members of Fix Auto B.C., including participants from the corporate team and shop owners/staff from Fix Auto Langley and Burnaby South as well as NOVUS Glass Vancouver took part in RMHC’s Home for Dinner event, where they cooked a menu of dishes for the families

staying at the house. “The goal is to relieve the stress and the financial burden of having to prepare supper after attending treatment at the hospital all day, in many cases for months on end,” said Thomas Maple, regional vice president of Fix Automotive Network B.C. For the Fix Auto team, the most rewarding part is to see the appreciation and smiles on the families faces. “For the 13 people that came out and volunteered it really drove home a deep gratitude for our loved ones and a reminder not to take our time with them for granted. You see what these families are going through


and it was incredible how many people still had smiles on their faces and took the time to genuinely thank us and show their appreciation,” said Maple. RMHC has been Fix Auto’s national charity partner since 2016, and, according to Maple, the network chose this organization because of its impact on small communities all across the nation. “The beauty of this house and the RMHC in general is that they provide a vital service for families from smaller communities, many of our Fix Auto locations are in these outlying areas and interact directly with the impacted families,” he said.


IBC SAYS NDP CAP ON ALBERTA AUTO INSURANCE ISN’T BENEFITING ANYONE The Insurance Bureau of Canada believes that drivers in Alberta are going to have some issues with their auto insurance due to a piece of legislation that puts a cap on premiums. IBC told Global News that the five percent cap on auto insurance rate increases implemented by the previous NDP government is hurting insurers and drivers. “Right now, we have a very unhealthy market here in Alberta,” IBC Western Canada vice

president Celyeste Power told Global News. “Claims costs have been spiraling out of control for the past few years. Insurers are losing up to 30 cents that they’re bringing in.” The cap may have seemed like a good idea for everyone at the time, but IBC says that the industry isn’t gaining any profit through its investments. According to, capping premiums to save Alberta drivers money has

discouraged competition and resulted in an 11 percent increase in rates. As a course of action, IBC sent a letter to the Alberta premier outlining the issues that drivers, brokers and agents are facing, Global Newsreported. “That’s something that we’re certainly concerned about,” Jason Kenney said in response to the letter. “I’d be happy to sit with the insurance bureau and discuss that.

sponsor the local rotary club and support local car shows. “Same great people, same place just backed by the largest Auto body franchise in Canada,” stated the owners earlier this month.

“We are newly renovated,with more equipment and more training to be able to do the repairs required for [our customers] vehicles.” With this new expansion, the Ways hope to continue growing their repair centre.

CARSTAR EXPANDS TO SLAVE LAKE CARSTAR has officially expanded into northern Alberta. Earlier this July it was announced that CARSTAR is now in Slave Lake. This opening is big for the small town. Owned by automotive-expert-duo, Jeff and Karen Way, the shop is a 4,500 square foot facility, certified in I-CAR Gold and aluminum repairs. The owners have more than 20 years of experience in the industry, 13 of them being in Alberta. The team is thrilled to be apart of the CARSTAR team and plan to continue doing community-outreach activities, as well as

Slave Lake has a population of just over 6,600 people.



SASKATCHEWAN MAN SUES GM OVER SUV FIRE The Saskatchewan Court of Appeal has ordered General Motors of Canada to provide a technical expert to appear in court. The demand comes as a result of a Saskatchewan man’s SUV starting on fire on the side of a highway. In December 2015, Arthur Wells, who was 84 years old at the time, was driving home in his GMC Envoy west of Kindersley, Sask., when he heard a loud noise coming from the vehicle and began to see sparks. Wells pulled over onto the shoulder of the highway just as the SUV’s power failed,

but the vehicle rolled backward down a hill. Once Wells managed to bring the vehicle to a stop, he was momentarily unable to escape from his vehicle. Luckily for him, bystanders were able to smash the SUV’s windows and rescue him. Minutes after the rescue, the SUV burst into flames. “When the police came and the fire trucks came, there was nothing left of [the SUV],” Wells told CBC News. “It just went up in flames.”


In 2017, Wells sued General Motors of Canada over the fire, stating that a manufacturer’s fault was to blame. When the case was launched, Wells’s lawyer asked GM for all documents related to spontaneous under-the-hood fires in the vehicles produced by the company from 2005 until 2015 and to cross-examine the specific company expert who sent the court a written report on the fire in Wells’s SUV. The ruling by a Queen’s Bench justice called the suit a “fishing expedition” and dismissed the case. However, in March the provincial Court of Appeal overturned that ruling and ordered the GM’s senior technical expert to appear in court for cross-examination. The appeals court ruled that the report submitted by GM’s expert offered no opinions regarding why the vehicle’s brakes failed or about the sound that Wells heard before the fire broke out. The initial decision handed down by the appeals court judge states: “In the context of a fire with no apparent external cause, but with some indication supporting the common sense inference that there may have been manufacturer’s defect, [the GM expert’s] general statement cries out for explanation.” According to CBC News, Wells he is pleased with that decision. “I came within a minute of not being here [in court], and I still have trouble getting in and out of vehicles,” he says. “For about three months, I didn’t even want to get in a vehicle.” The continuing lawsuit questions whether a faulty door sensor, a part that was the subject of a recall, could have been at fault. GM’s technical expert’s affidavit filed with the lower court states that Wells’s vehicle had been inspected as a result of the recall and the sensor wasn’t likely to be the cause of the fire, as there wasn’t any evidence of high heat in the driver’s door. A new court date has not been set.


FENCE MENDING MANDATE FOR MANITOBA RECYCLER The La Broquerie Council in Manitoba is ordering the owner of a recycling facility to build a six-foot-tall fence around the property. Reeve Lewis Weiss has owned Weiss Auto for 30 years and close to 13 years ago Weiss wanted to add a bodyshop to his yard, but the council said he would have to build a six-foot-tall fence around his property. This is something that Weiss doesn’t necessarily agree with, Steinback Online reports. The council has continued to receive complaints from people in the area about the sight of the yard. As a result, the council issued a mandate that Weiss had to build the fence. “We’ve been in business here since 1989.Years later when we built the body shop was when they put on this restriction. But when they sold me the building permit they never said they were going to require me to build a fence in order to open my business. In my opinion, you don’t put extra restrictions on after you sell a

permit,” Weiss told Steinback Online. Weiss isn’t leaving this matter without a fight and is planning on having a lawyer to look into the conditional use permit. The building of the six-foot fence has yet to be determined.

FATALITY AT FACILITY LEADS TO FINE FOR HEALTH AND SAFETY VIOLATIONS As a result of the fatal immolation of an employee in 2015, a Manitoban auto repair facility owner will pay a $20,000 fine related to safety violations. In 2015, an employee at Clarence Automatic Transmission used a hand-held grinder to cut into a 55-gallon steel drum that contained explosive fumes, killing him instantly.

The Government of Manitoba later investigated the incident, seeking to determine if it could have been prevented, had the worker received proper workplace health and safety training. In May, the owner of Clarence Automatic Transmission, Clarence Jackson, pleaded guilty to failing to ensure the safety, health, and welfare

of a worker. Last year, Halifax-based repairer Elie Hoyeck was in far more severe legal jeopardy after a similar situation led to the death of one of his employees in 2013. In that incident, Hoyeck was found not guilty of criminal negligence causing death.



EV PRICES DROP FOR ALL ONTARIANS As of April 14, all used fully electric or plugin hybrid vehicles became $1,000 cheaper for Ontario residents. The Used EV Incentive program is sponsored by Plug’n Drive, which is in collaboration with Clean Air Partnership. The program is also heavily supported by M. H. Brigham Foundation. “One of the biggest barriers to the massmarket adoption of EVs is the higher upfront cost,” said president and CEO of Plug’n Drive, Cara Clairman. “However, most people often overlook the used marketplace. Used EVs are affordable and

available, and this incentive will help more people join the EV revolution.” All used fully electric and plug-in hybrid electric car models with a re-sale sticker price below $50,000 are covered by the incentive. “Emissions from our vehicle tailpipes is one of the leading causes of greenhouse gas emissions and air pollution,” said Clean Air Partnership executive director Gabriella Kalapos.“By enabling more drivers to make the switch to an electric car, this incentive will help drivers contribute to a cleaner, healthier and more sustainable environment.”

Plug’n Drive is a key sponsor for the Used EV Incentive program.

AUTO RECYCLER HOSTS CAR SHOWS IN THE GTA LKQ Corp. recently hosted huge car shows to show off its impressive autoparts facilities in Brampton and Whitby and to connect with their communities. “It was the perfect summer evening for an LKQ open house and car show,” says Orest Tkaczuk, who attended the Brampton event. “The parking lot was packed with classic cars and muscle cars, [some with] chrome bumpers and souped-up motors.”

From old Chevys to T-Birds and Camaros, each location showcased more than 40 classic vehicles. A highlight at the Whitby location was Wendy Butch’s rare 2007 Mitsubishi Eclipse Spyder, which attracted a large crowd. The events also were an opportunity for LKQ to show off their facilities. At LKQ’s Brampton location, for example, Vik Nevrela and Phil Blais, general manager and


warehouse manager, conducted tours of the facility to showcase its up-to-date and fully automated technology. As well, both shops used the events to support their local charities. “LKQ collected food donations and raised funds for the local food bank [during the open houses],” says Tkaczuk. LKQ is a provider of recycled automotive parts, with multiple locations across Canada.


ONTARIO’S WORST DRIVERS A new study from the web-based insurance brokerage company Insurance Hotline has released a study listing the best and worst cities for driving in Ontario--and the stats may just shock you. Using quotes from 2018 and 2019, the Canadian-based company has revealed that not only 3.5 percent of Ontario drivers admit to having at least one at-fault crash and one ticket on their record, but small towns like Orangeville have nearly triple. In fact, most cities on the Top Ten list don’t have very high populations at all. Caledon, with a population of just 66, 502, ranks highest for most speeding tickets. More than 15 percent of drivers have at least one ticket on their record. The average city is only 6.9 percent. While Orangeville reigns champ for worst driving records, Bradford, Woodstock, Orillia and Barrie have also received honourable mentions for their poor driving. Woodstock and Orillia both have populations of less than 35,000. “Location, insurance history,

the type of car driven, and a person’s driving record are key factors,” reported “Ontarians with poor driving history usually pay high insurance rates.” While small-town repairers reap the benefits, autobody employees in big cities aren’t as busy. Every city in the top ten is part of the GTA. North York reigns champ for best driving records, with a rating of an “A”, followed by Toronto, East York, and Etobicoke, also all receiving an A as well. So while driving in big cities on busy streets may be a daunting task for some, GTA drivers are doing just fine.

ONTARIOSKILLS ATTRACTS THOUSANDS OF STUDENTS Attracting and encouraging young talent to the industry of collision repair is one of the sole purposes of the Skills competitions. At this years Ontario Skills competition thousands of students filled the Toronto Congress Centre, and a number of collision repair industry representatives volunteered their time to judge the autobody and auto painting competitions. “This event is not only a competition where high school students put their skills against others but a forum to learn about careers in the skilled trade industry,” said the mononymous Carl Jr., Assured Automotive business development support manager.“We want to support the students in the actual competition, but this event also gives us an opportunity to help bolster our trade and help young people see what we actually do.” For the autobody competition, chair of the event Bill Speed said the turnout exceeded last years numbers. “Generally, the competition went really well, all the competitors were really strong this year. The turnout was strong too. Our numbers went up from eight to 11 this year. The turnout for spectators was pretty high as well,” he said. Students had to section in a rocker panel,

as well as perform straight measurements with aluminum and silicon bronze welding. Toronto secondary student Jordan Johnson took home gold, along with Fanshawe college student Nick Stanov for the post-secondary division. Johnson and Stanov now have the chance to compete in the Skills Canada National Competition, which is to be held in Halifax on May 28 – 29. Many members of the industry also volunteered their equipment, tools, materials and time as judges for this event. Without this donation of time and resources, co-chair of the autobody competition Bill Speed says the competition couldn’t have taken place. Assured Automotive, Absolute Solutions, Flatliner, 3M Canada, Excellence Auto, Miller Electric, and CSN were just some of the companies involved in the set-up of the event. Fix Auto had also set up a booth to attract even more students passing-by, to the trade. “These are our future technicians. People from the industry that are coming out, supporting and judging, that’s an opportunity for them to scout out an employee and hire them down the road. That’s why we do it,” Speed said.



NORRIS JUNE 2, 1952 - MAY 28, 2019

John Norris, executive director of the Collision Industry Information Assistance (CIIA), died suddenly on May 28. Norris, known as a passionate champion of the both Canadian collision repair industry and the people who worked within it, Norris is also known for playing a major role in establishing the Ontario College of Trades. “John was a defender of the collision [repair] industry. He devoted himself to its well-being and truly cared for the people involved in it,” says Collision Repair publisher Darryl Simmons.“His passing will leave a great void in our community.” Norris founded the CIIA in the 1990s, serving as the organization's executive director for more than 20 years until his death. The non-profit organization provides member shops with access to tools designed to improve a facility's profitability, safety and training information. Under Norris’ tenure, the organization also provided industry-related consultancy services to regional governments in Canada, Mexico, the U.S. and Jamaica. His efforts on behalf of the Ontario College of Trades were celebrated in 2017, when Norris was awarded the college’s first Prize of Excellence. Norris is survived by his wife, Annette, his children Theresa, Richard and Jeffrey, and grandchildren Quinn and Owen. Memorial contributions to Diabetes Canada and Hamilton Conservation Foundation would be appreciated by the family.



FOUR JOIN AIA’S QUEBEC BOARD The Quebec division of the Automotive Industries Association of Canada has added four new members to its board, Elizabeth Lambert, Steve Oborne, Marie-Ange Cloutier, and Frank Tonon. After a series of nominations, the four members were referred by members of the board of directors. Candidates representing parts stores and auto shop owners were being sought, to provide guidance on different projects to ensure that they fit the needs of the industry. A representative of the parts manufacturing sector was also needed to replace an outgoing director. One of the new members, Elisabeth Lambert, co-owner of Auto Parts Joliette has developed very good relations with the l’Argile training center in Joliette and has helped organize employment fairs. She strives to encourage the next generation to work in the aftermarket industry, lending a helping hand to the workshops of his region in their search for mechanics. Steve Oborne, owner of the Oborne Service 2012 is a technician always on the lookout for the knowledge needed to excel at his job. He recently completed training in electric and hybrid vehicles. He has served on the

automotive service providers committee of AIA Canada, as a judge at the Provincial Olympics of automotive engineering trades and technologies and is currently an automotive columnist for the magazine Le Garagiste. Marie-Ange Cloutier, the co-owner of Garage Martin Chagnon was also chosen. Since acquiring the garage with Martin Chagnon six years ago, Cloutier has been deeply involved in the aftermarket industry. She has been active on her franchise’s marketing committee for almost five years. In 2017, her company won the Gala Napoleon of the Chamber of Commerce

and Industry of Drummond (CCID) in the trade and service category. Frank Tonon, product improvement manager, engine management system at Spectra Premium started with the company as a training director and has held a number of positions since. Holding a first-class certificate in mechanics and ASE certification, Tonan began his career as a technician and then shop foreman. He’s passionate about training and has been a technical trainer for more than 30 years. Tonan has also worked for four years as superintendent of mobile and mining equipment in West Africa.

Steve Oborne (left), and Frank Tonon are two new members of the board for the Quebec division of AIA.

MONTREAL-BASED LITHION:EV RECYCLING PROCEDURE SET TO ARRIVE IN 2020 As of next year Lithion Recycling, a company focused on clean tech, will be able to recover 95 percent of electric vehicle batteries in Montreal. According to the company’s president Benoit Couture, they found a way to recycle components of the car’s batteries in a more effective way. After a successful run in the lab, Couture told CTV News that they went to the workshop where they were able to use their cutting-edge technology to recycle battery components. The process is similar to the one they’ll be using in the incoming Pilot Factory which is planned to open in 2020. The process won’t be using pyrometallurgy and will use hydrometallurgy because it doesn’t consume as much energy and is more efficient. Normand Mousseau, a professor of physics at Universite de Montreal said that this form of recycling will be big in years to come. “These things will happen,” he told CTV News.“At least two projects in Quebec are going in that direction. They both say 95 percent of the battery will be recycled. That’s very good.” “A battery lasts at least 10 years in a car,” he said. “That means in a century, we would still have at least 70 percent of what’s in the batteries, and possibly more if these processes are refined.” Couture believes that his company has something that others don’t. “There’s a worldwide race,” Couture says. “We patented our project quickly. When I analyze the market, I’m convinced we’re leading the race.” At the beginning of this year, Lithion Recycling received $3.8 million from the federal government through a program called Sustainable Development Technology Canada. 80  COLLISION REPAIR  COLLISIONREPAIRMAG.COM


CCIF TAKES ON HALIFAX From May 23 to 24, the Halifax Marriott Habourfront Hotel was filled with around 400 repairers from all across Canada and packed with panels, a chance for networking and presentations discussing, new technology, industry recruitment, business management, and OEM certification. “CCIF Halifax will be another not-to-bemissed event for all industry stakeholders with topics on technology, training, management, etc.,” said CCIF director Caroline Lacasse. Like any CCIF conference, the major themes impacting the industry such as training, recruitment, and technology were discussed. “I think there is a lot we can learn from each other and there’s a lot of things that you can probably learn from us about what not to do. We can certainly learn from you,” said chairman of the U.S. Collision Industry Conference, Jeff Peevy. Peevy took the stage sharing statistics and strategies the CIC in the U.S. has been working on to gather more repairers to their membership meetings, and to create more awareness about the issues that lie within the industry. Among the many aspects the CIC has been working on, Peevy touched on the importance of training.

“I believe learning and education will solve a lot of the challenges we face in our industry. Ignorance is our biggest foe,” Peevy said. In terms of managing the business side of the industry, Annabelle Cormack of Cormack Recruitment brought a panel of guests up on stage to share insight on talent management. “It doesn’t matter what industry you’re in. Your challenges with talent management are no different than any other industry we

see today. Talent management is absolutely essential with any business,” Cormack said. A few of the panelists included Dana Alexander, owner of CSN Dana’s Collision Centre in N.B.and upcoming CCIF chairman for 2020-2022 and CEO of Simplicity Car Care Paul Prochilio. The industry members presenting at this year’s CCIF in Halifax. (From the top left) Tyler Brunatti, Annabelle Cormack, Dave Giles, Leanne Jefferies. (Bottom left) Farzam Afshar, Jeff Peevy, Patrice Marcil and Peter Sziklai.


INFORM, ENGAGE, CONNECT Put your products and services in front of your key targets with this one-stop industry resource. COLLISION REPAIR ANNUAL BUYER’S GUIDE AT YOUR FINGERTIPS! Back by popular demand, the Collision Repair Annual Buyer’s Guide & Directory is a valuable one-stop resource featuring over 120 products and services. It is an easy and accessible reference tool for the Collision Repair Industry. Buyers Guide is at your fingertips as well as those of your target customer featuring specific

categories such as parts, refinishing, tools, accessories and more. There is no better source to list or source the product and service information. Would you like to update your product offering throughout the year? We made that option easily available at collisionrepairmag. com. Talk to us. We’ll show you how easy it can be.

To place your order, contact your sales representative, order online at or call us at 905-370-0101

Buyer’s Guide Put your products and services directly in front of your key targets. Connect with your target customer. Increase leads and sales with Collision Repair magazine’s Annual Buyers Guide. Engage your audience in both print and online. To reserve your FREE product spotlight listing, simply follow these steps and our editors will do the rest! 1


Management & Software


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Paint and Refinish


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Health and Safety

COPY Spotlights are in standardized format with a 110 word count. Product descriptions can be submitted via pdf brochures, web links or other sources of information.


PHOTOS Include a high-resolution (300 dpi) photo of your product and logo.


SUBMISSION Email: Fill out this form and submit via e-mail to: Fax: Scan this form and fax it completed to 1-866-868-7072 Mail: Complete this form and mail it to the address below Online: Use the following link to complete your submission:

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uto repair industry members eager to see their business featured in Collision Repair, Canada’s bestread collision industry publication, often ask if there is an application procedure. “At Collision Repair, we are always on the lookout for businesses that are doing their business in novel and surprising ways,” says publisher Darryl Simmons. “We keep a close ear to the ground for businesses that tick that box, but if you think we’ve overlooked your business, we’d love to have you reach out.” “Collision Repair is on the hunt for groundbreaking, interesting and inspiring collision repair stories to cover in our next

issue,” says Gloria Mann, Collision Repair’s community relations manager. “While our reporters are always out on the hunt for the latest and greatest stories, Collision Repair has always benefitted for ideas that come from those who know the repair community best-our readers” “In picking businesses to feature in the magazine, the Collision Repair team asks one simple question: what makes this business special?” says editor Gideon Scanlon. “Is there something about its workflow procedure that stands out? Perhaps the business performs good deeds in its community far beyond the expectation of a business of its size.”

For auto sector businesses eager to catch the attention of Collision Repair staff, one way is to email Scanlon at gideon@mediamatters. ca, and tell him why your business has a place in the magazine’s pages. “Another trick, is to send over caption photos giving us an idea of what the facility looks like on the page,” ” says art director Jill Thacker. So if you think you know of a shop, a shop owner, or employee that has an interesting story and is passionate about the collision repair industry, reach out to us! For more information, call (905) 370-0101







The 6148 Bumper Roller Kit from Polyvance is designed to make it easier for repair facilities to reshape distorted plastics in bumpers. The kit contains three heavy-duty rollers – one wide and flat, one ball-shaped, and one with a sharp edge that the company says allows for repairers to use to reshape body lines. Polyvance also designed the bumper rollers have other uses as well, including removing dents from sheet metal fenders. >








DCC Hail is Canada’s premier supplier of the Power PDR box. This powerful Paintless Dent Repair tool allows you to work smarter, not harder. Improving efficiency by 50 - 70 percent, the PDR Box allows repairers to save nearly irreparable panels by using high-frequency pulse, moving and stabilizing compromised metal back to their original state. According to DCC Hail, this Power Box is the most technologically advanced PDR Tool on the market and was created by PDR Techs. It is a travel-friendly product. Not only does the Power PDR Box repair major dents on vehicles, but it also repairs soft dents on chrome bumpers and can work with steel and aluminum.

The new Glue Tab Dent Repair kit from Pro Spot International is designed to repair dents on all material panels without removing paint. Using glue and a variety of specialty pull tabs, the repairer can pull dents from panels more easily than with traditional methods. No Grinding! Safe for all electronics and computer systems! No Burn Through and No Welding! Pull dents in 4 Easy steps in minutes, not hours. Works on Aluminum and Steel with professional results. The all new Pro Spot Dent Repair kit is available as a complete Mobile Work Station (shown) that includes all necessary tools to make repairs, or as a stand alone Kit.







Paintless Dent Repair techs across North America are using The KECO Robo Mini Lifter, one of the most popular glue-pulling PDR products on the market. The KECO Robo Mini Lifter comes with adjustable and rotating feet as well as a Precision Pulling Plate. This provides a versatile, lightweight lifter that can support repairs from small hail dents to large body creases, all without having to remove paint. The KECO Robo Mini Lifter’s Dead Center Finishing tabs are also able to transfer lifting power to the centre of the tab because of its well-engineered neck diameters, allowing repairers to have clean, fast, and precise results. >




Designed to be used alone, or in concert with BETAG’s glue pulling and Alu Slimliner systems, the Alu T-hotbox is an advanced, induction tool engineered to efficiently reduce or remove small, medium and large-sized shallow dents in aluminum outer panels. With aluminum being used increasingly for outer panels, the Alu T-Hotbox together with BETAG Innovation’s effective training creates a significant competitive advantage for bodyshops. BETAG Innovation holds regular estimator and technician training courses across Canada, and the Alu T-hotbox system is available to purchase from local authorized resellers in each province.




Wedge Clamp is pleased to launch industry’s first completely microprocessor controlled plastic welding station - Fusion Plus. High Tech and simple. Fusion Pro instantly starts and rapidly heats up. A fingertip control switch located on the welding wand allows for quick and precise temperature selection. When welding operations are complete, simply return the wand to the cradle and system cycles off and goes into sleep mode automatically. Precise temperature selection allows for consistently accurate repairs. >










Martech Services is pleased to present their Quality Air Breathing Systems, a product designed to provide quality breathable air from existing compressed air systems. According to Martech Services, years of research went into this product. The Quality Air Breathing System removes moisture, oil vapors, gaseous hydrocarbons, dirt, rust, and other contaminants from the atmosphere, to provide clean and compressed air. The product can service from 1 to 14 people at anytime and systems are available from 50 SCFM to 150 SCFM panels to fit customer’s specific needs. Custom-built systems and configuration are also available upon request.

LKQ is proud to announce their latest product, the Guniwheel Universal Tire and Wheel Mounting System. Guniwheel is the first, universal, vehicle and trailer mounting system that is described as working like a spare tire. Weighing just 30 pounds and able to fit into most four and five-hole lug patterns, the Guniwheel can be easily transported and used anywhere. This product was designed to make moving vehicles off of lifts faster and safer. According to LKQ, the tire replacement can hold loads of up to 1290 pounds and can be safely driven up to 8 km/h (5 m/ph).






DF-800BR Hot Stapler Kit is designed to make repairing thermoplastic parts easier, and cheaper to do than replacing them. This ergonomically designed 110-volt hot stapler comes in a kit which includes 350 staple clips with seven different shapes, five filler tubes, a finishing iron, and a blow molded case. The fill tubes are there for finishing purposes. When the staple is applied, there is a small gap where the metal is exposed. The plastic fill rods and finishing iron apply melted plastic to the back of the staple, which then cools and solidifies. The fill rods process is for cosmetic purposes but also helps to give it added strength. The repair area is then sanded and ready to be prepared for coating. >






There are different methods when it comes to performing aluminum repairs. BETAG Innovation’s Alu Flatliner working station gives users all the tools necessary for a professional aluminum repair. The station includes an alumet welder, a practical blue trolley, two easy-to-use bridges in various sizes, with exchangeable multifunctional components, as well as three hammers in two different sizes with vertical and horizontal fins out of extra strong aluminum. This will help you form the metal perfectly and knock down high spots with ease. The station also contains six pulling bars, an Alu pulling element set, Alu pulling element round, glue puller GP2, power knob set, SPS BEA full set, and a hot air gun. >




Walmec NA is proud to present the .01 Micron SuperStar Filter. Designed to deliver the finest quality of air, the Micron SuperStar is able to remove vapours and contaminants down to .01 of a micron. The filtration system has four stages, the first two removes dust, moisture, rust, and liquids. The last two stages remove remaining particles down to a .01 micron as well as remaining vapous. With flow ranges of 50, 75, or 100 SCFM, Walmec recommends using the product near the point of use. When you purchase the .01 Micron SuperStar Filter, you get differential pressure gauges and mounting brackets. There’s no need to remove the unit from the compressed air system. The product is designed to increase longevity in tools and equipment.




Car-O-Liner’s CR200 short cycle steel and aluminum spotter increases shop productivity and profitability. This easy-to-use spotter boosts efficiency for quick dent repairs, allowing vehicles to be quickly moved through the repair process. It also uses a unique short cycle welding process, where it is highly effective for both aluminum and steel automotive bodywork when welding screws, pins, and accessories. The CR200 comes ready to use with everything a repairer would need to repair aluminum as well as optional steel applications. >






ore than 50 auto recyclers and vendors came to Moncton New Brunswick June 7-8, 2019 for the annual Auto Recyclers Association of Atlantic Canada (ARAAC) meeting and trade show. 18 direct member companies were represented along with 10 associate member companies and vendors. In the formal part of the meeting, Andrew MacDonald was re-elected for a two-year term as president; and Dalbert Livingstone was reelected for two years as vice president/treasurer. The group heard about new operating standards for auto recyclers coming to Nova Scotia that similarity to our CAREC standards. The association has been working with the N.S. department to clarify and help promote the new rules. Industry presentations were made by Cliff Hope from PMR on catalytic converter recycling; Luke Gamm from Car-Part on program enhancements to Car-Part Pro, Checkmate and Bidmate; Philippe Clermont from PowerDB/Solex on harness the power of data from

recyclers inventory management systems. Matt Beaman from MK Auto provided a summary Tundra Take Back program and his experiences recycling remote vehicles in the wilds of Big Trout Lake in Northern Ontario. Steve Fletcher provided an ARC update on the replacement of the Switch Out Program, new training initiatives, changes to the ARC vehicle programs; updates from the recent International Roundtable on Auto Recycling, the impact and opportunities that the surge in OEM recalls has on the recycling industry, and the need to support the Canadian Auto Recycler Magazine. Dalbert Livingstone provided an update from the Automotive Recyclers Association (ARA) and

the upcoming Convention in Charlotte N.C. The meeting formally ended with a panel discussion on the use of data and the various inventory management systems to increase profits and productivity with Marc Morin from Hollander; Philippe Clermont from PowerDB/Solex; Luke Gamm from Car-Part; and Keith Nabuurs from Island Auto Supply. The panel was moderated by Andrew MacDonald from Maritime Auto Parts. The group was bussed out to Bastarache Auto Salvage in Shediac River for a great dinner and yard tours. Occupying over 160 acres with over 6,500 vehicles onsite, this jewel of the Atlantic was an inspiration for recyclers of all stripes and sizes. It was truly a remarkable tour and social.






n 1939, the automotive industry was completely different from what it is today. Gas was 19¢ a gallon (4¢ a litre), car sales began to increase and Woodbeck Auto Parts opened for business. Woodbeck Auto Parts, a recycling facility based in Stirling, Ont., and renowned locally, has been selling high-quality used autoparts since the business was established by Burton Woodbeck. Three consecutive generations of Woodbecks have operated the business to date and Burton’s grandsons, Bruce and Greg Woodbeck, currently man the ship. “The business was started in ’39 by my grandfather, purchased by my father in ’78 and I joined in ’99," Greg says proudly. “Hard work, willingness to change and adaptability is what keeps us open.” Not only have the Woodbecks been around long enough to witness the overall automotive

industry evolve, they’ve witnessed massive changes in auto recycling industry too. “[Our industry] has become more data-driven. Information technology is king. I know that is the biggest change since I’ve been here,” says Greg. “I can Greg Woodbeck is the co-owner and see it continuing to evolve as vehicles operator of Woodbeck Auto Parts. become more advanced and autonomous.” Woodbeck Auto Parts is prepared to deal with those advances. Over the years, the “My dad also was a chairman. So, this makes Woodbeck family made huge strides to keep me a second-generation chairman,” Greg notes. up with ever-changing technology, completely After Greg joined OARA’s board, he says, he computerizing their operation in the 1980s and set out to tackle the “numerous issues facing creating a “voiceline” system to communicate the industry.” He believes employment and with other recyclers. training are key issues. In 2015, Greg was acknowledged for his “[The industry] is constantly moving dedication to technological advances when and evolving, so we don’t have any industry he was elected to the Ontario Automotive specialized training per se,” says Greg. “We Recyclers Association’s (OARA) board as have to ‘piecemeal’ our training together and chairman in 2015. build our own system.”

Woodbeck Auto Parts has been supplying the automotive industry since 1939. AUGUST 2019 | COLLISION REPAIR  93




he Canadian Auto Recyclers Environmental Code (CAREC) turned 10 this year and although there weren’t a lot of cakes cut or balloons launched, the industry continues to celebrate this program with every vehicle that is retired and decommissioned responsibly. More and more auto recycling shops that are not members of the Automotive Recyclers of Canada (ARC) are requesting CAREC audits because they view that process as beneficial to their business and their efforts to stay ahead of the changing regulatory landscape. There also is the prestige associated with receiving a high score in a CAREC audit. “Auto recyclers are a competitive group and everyone wants the top score,” says Wally Dingman, president of Caughill Auto Wreckers in Belleville, Ont., and chairman of ARC. “Many [ARC] members have also commented that the structured approach to both compliance and best practices has really improved their business practices. A clean, organized business

that prevents problems before they occur is a more profitable business.” CAREC began in 2009 as a National Code of Practice to support Environment Canada’s National Vehicle Scrappage Program (NVSP; a.k.a. Retire Your Ride), which was established two years prior. Environment Canada was visionary in its approach to reducing air pollutants emitted by pre-1995 vehicles in that the program required that the hazardous materials (mercury switches, batteries, refrigerants, operating fluids, etc.) from these retired vehicles also were handled responsibly. Before 2009, the rules governing auto recycling tended to be more concerned with where auto recyclers were located rather than with proactive processes to ensure vehicles were decommissioned properly. A study was commissioned by Environment Canada to develop the standards, training, auditing and resources to ensure minimum compliance with a hodgepodge of rules and regulations across Canada, but, more impor-

Steve Fletcher is the proud Executive Director of OARA. 94  COLLISION REPAIR  COLLISIONREPAIRMAG.COM

tantly to develop best practices so participants in the NVSP would be identified as leaders in the recycling industry. Auditors were trained, resources were developed and more than 350 auto recyclers in all parts of Canada were trained and audited to ensure they met the requirements of the National Code of Practice. In 2012, responsibility for enforcing the code was transferred to ARC from Environment Canada and rebranded as CAREC. ARC also made compliance with CAREC a fundamental requirement to belong to one of the seven provincial associations that comprise ARC. “We believed so much in the power of CAREC,” says Dingman, “not only to help guide individual members on ways to improve their business, but also to demonstrate our leadership within the industry. Making

“CAREC showed both industry and government that common rules are required for anyone processing end-oflife vehicles and that [compliance] can be achieved by any responsible business, no matter where they are located” —Greg Woodbeck


CAREC mandatory was an important decision for ARC. But looking back, this put ARC and its members on a trajectory of leadership that has benefited [our NVSP] participants at every level. ARC, our provincial associations and individual members, [because we undertook] this voluntary initiative to formalize the industry, have been recognized as the leaders they are.” Governments have taken notice. Ontario and P.E.I. are rewriting (or will do so, in the case of Nova Scotia) their laws governing auto recycling, and each is using CAREC as a guide. “CAREC showed both industry and government that common rules are required for anyone processing end-of-life vehicles and that [compliance] can be achieved by any responsible business, no matter where they are located, their size or whether they are dismantling vehicles for their parts’ reuse or simply metal recovery,” says Greg Woodbeck, co-owner of Woodbeck Auto Parts in Stirling, Ont., and chairman of the Ontario Automotive Recyclers Association. “We continue to work with the Ministry of Environment to implement the new regulations that have definitely impacted the industry.” When ARC inherited CAREC from Environment Canada, the association increased

Wally Dingham was named OARA member of the year award in 2018 for his efforts in the auto recycling industry.

its passing score to 75% from 70%. ARC also implemented an audit protocol that required members that scored less than 85% on their initial audit to undergo subsequent audits every two years; ARC members scoring 85% or better must undergo subsequent audits every three years. With standardized scoring, subsequent audits and pollution prevention recommendations and requirements built into CAREC, there has been a steady improvement in ARC members’ CAREC scores over time. CAREC’s standards, audit protocols and education resources are posted for downloading on one of ARC’s websites (

Countries from around the world have looked to Canada’s recycling protocols when developing or enhancing their auto recycling industries. Not a bad legacy. And ARC and CARAC will continue to bring professionalism and direction to Canada’s auto recycling industry for years to come. Steve Fletcher is the executive director of the Ontario Automotive Recyclers Association and managing director of the Automotive Recyclers of Canada association.





There is no question about it. The better uto recyclers regularly give tours problems that are inherent for the proper auto recyclers can manage their respective handling and processing of automobiles. In of their operations for a variety businesses with the use of these tools, the of reasons. Sometimes we are fact the few software programs we use come better we can serve the collision repairers. asked to partake in community from present or former auto recyclers who Auto recyclers support the collision repair designed them because of their own needs. programs. Sometimes we are asked to teach a industry so they can continue to develop Auto recyclers couldn’t run the business at little bit about recycling and re-use or about and enhance complementary products to our products. Very often, people outside the the levels seen today without the use of these industry marvel at the level of complexity proprietary systems, ranging from a point of supplement our natural innovative instincts. involved in an auto At the end recycling facility. So they of the day, it’s ask, how do we do it? all about proLike many industries, viding our People outside the industry marvel at the level of people with auto recycling facilities are made up of many a line of sight complexity involved in an auto recycling facility. little operations within to the prodthe business unit itself. ucts that we Appearances are often have available deceiving in terms of the while making number of team members actually required sale inventory management system to a bolt sure those products are available to your inin order to get the job done. Sometimes auto on piece of shipping software made directly dustry. We strive to display our products to recyclers have closed door sessions where we for us to use and benefit from. the marketplace using multiple portals and we ask the same questions to one another. That is Labour is of course our number one expense work together to help fulfill orders as required. when we start to break down the business into (not including the salvage we purchase to So, how do we do it? The real answer is segments in which we can compare metrics serve our customers). The better we control that we are a group that utilizes the necessary so that we can then better understand how expenses, the more aggressive we can be when devices in order to maintain an organized we do what we do. purchasing salvage that is in demand within and profitable business operation. We are a It takes many departments, and those from the marketplaces we serve. Since our business group that benefits not only our customers, but outside the industry are always amazed that is naturally labour intensive, we use buying also the environment in which we live. we have buying, inventory, dismantling, parts tools specifically designed to advise us as to David Gold of Standard Auto Wreckers stocking/parts pullers, shippers, drivers, ac- what might be the more popular (and therefore, is a founding member of Fenix Parts counting, salespeople and others that make more profitable) vehicles to purchase for our and holds the title of President for the business tick. Who knew it would take specific customer base. This allows us to be Canadian Operations. Locations in Canada include Toronto, Port Hope such a collective bunch? most effective and properly attribute value and Ottawa. He can be reached As a rule, auto recyclers use their own in- to those vehicles that will yield the biggest at 416-286-8686. genuity to find solutions to industry specific bang for our buck.






3M Automotive ............................. 27 AkzoNobel ..................................... 7 Arslan Automotive ....................... 23 Assured Automotive ..................... 67

Software update videos might be dull, but they are worth the watch

Audatex | Solera ........................... 26 AutoQuip ..................................... 36 Axalta ...........................................BC BASF............................................... 4 Canadian Hail Repair................... 35 ............................... 84 Carcone’s Auto Recycling .......... 95 Cardinal Couriers ........................ 77 CARSTAR Canada .......................48 Color Compass ............................ 78 DentFix ......................................... 73 Dominion Sure Seal ..................... 11 Eurovac ........................................ 80



owhere is a breakdown in a facility’s workflow process more likely to occur than after a major update to a management software suite. Along with bug fixes and new, next-gen features, these updates can make subtle changes to basic procedures in the system. While these changes are usually designed to make things more elegant for users, any change inevitably forces a change of habit. And collision repairers, like all people, are creatures of habit. Fortunately, most management software providers give users access to video lectures

Last month, this magazine’s own management software underwent an update. At the time, several members of staff were on holiday, myself included, and the magazine was being worked on by a brave skeleton crew. When given the choice between sitting through the online tutorial describing the changes to the system, they skipped them in order to stay on track with their articles. It was a decision I foolishly supported in an email. At first, the team didn’t notice any changes. While the update brought a host of improvements, it also made some changes to the way

FinishMaster Canada ...................34 Finixa ............................................. 9 Fix Auto Canada ...........................64 Formula Honda ........................... 17 Garmat .......................................... 76 Hail Specialist ............................. 40

When it is used correctly, a good management suite’s work should go unnoticed. When it is not, bad information collects, and the workflow process grinds to a halt.

Impact........................................... 96 KIA ............................................... 52 LKQ .......................................... 12-13 Martech ....................................... 10 Nitroheat ...................................... 51 Norton .......................................... 20 Polyvance ..................................... 75 PPG Canada ............................... 2,3 ProSpot ....................................... 90 SATA Canada ............................... 59 SEMA............................................ 28 Sia Abrasifs ..................................39 Simplicity ..................................... 46 Steck ............................................ 61 Symach .........................................63 Thorold Auto Parts........................ 81 Valspar.......................................... 99 Wurth............................................ 24

make it easy to understand any differences between the pre- and post-updated systems. Unfortunately, most people will do their best to avoid sitting through software update videos. This is as true for people who work at collision facilities as it is for those who work at magazines. Yes. Like a ne’er-do-well uncle offering party-going advice to a teenaged nephew, this tidbit of wisdom comes from unpleasant personal experience. Modern magazines, like the collision businesses, rely on management suites to track what story is being written, where ads will be placed, and what deadlines are approaching. In both publishing and repairing, a management suite must be understood by all the users to be effective. When it is used correctly, a good management suite’s work should go unnoticed. When it is not, bad information collects, and the workflow process grinds to a halt.


articles could be tracked. The full consequences of this were not clear while I was away. When I arrived, however, I quickly discovered that stories listed as being complete were actually still unwritten, that completed pieces were entirely unlisted, and that, most surprisingly, we had commissioned seven feature pieces entitled “Pantless Dent Repair.” Restoring order to the chaos was no easy thing, and, predictably, my first mistake was trying to fix the issues without actually watching the software update videos. This didn’t work. Watching the update videos did. Don’t make the same mistake.

Gideon Scanlon is the editor of Collision Repair magazine He can be reached at 905-549-0454 or by email at gideon@

Profile for Media Matters

Collision Repair 18#4  

Collision Repair 18#4