FENDERBENDER.COM / NOVEMBER 2023
TAKING THE PAIN OUT OF PARTS
PAG E 23
Strategies & Inspiration for Collision Repair Success
EFFECTIVELY COMMUNICATE WITH YOUR EMPLOYEES
PAG E 36
HOW TO ADD MECHANICAL SERVICES
PAG E 3 8
MEETING THE
CHALLENGE IN 2023 Specialization helps these two shop owners win against increased MSO competition and growing technology needs PAG E 24
Simplifying Complicated Repairs Nylund’s Collision Center Co-owner Rob Grieve has narrowed his shop’s focus to serve a handful of vehicle nameplates.
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CONTENTS
NOVEMBER 1 1 . 2 3
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V O L U M E
2 6
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N U M B E R
1 1
24
MEETING THE CHALLENGE IN 2023
Specialization has aided these two shop owners win against increased MSO competition and growing technology needs. BY JAY SICHT
FenderBender (USPS Permit 25614), (ISSN 1937-7150 print) is published monthly by Endeavor Business Media, LLC. 1233 Janesville Ave., Fort Atkinson, WI 53538. Periodicals postage paid at Fort Atkinson, WI, and additional mailing offices. POSTMASTER: Send address changes to FenderBender, PO Box 3257, Northbrook, IL 60065-3257. SUBSCRIPTIONS: Publisher reserves the right to reject non-qualified subscriptions. Subscription prices: U.S. ($90 per year). All subscriptions are payable in U.S. funds. Send subscription inquiries to FenderBender, PO Box 3257, Northbrook, IL 60065-3257. Customer service can be reached toll-free at 877-382-9187 or at fenderbender@omeda.com for magazine subscription assistance or questions. Printed in the USA. Copyright 2023 Endeavor Business Media, LLC. All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopies, recordings, or any information storage or retrieval system without permission from the publisher. Endeavor Business Media, LLC does not assume and hereby disclaims any liability to any person or company for any loss or damage caused by errors or omissions in the material herein, regardless of whether such errors result from negligence, accident, or any other cause whatsoever. The views and opinions in the articles herein are not to be taken as official expressions of the publishers, unless so stated. The publishers do not warrant either expressly or by implication, the factual accuracy of the articles herein, nor do they so warrant any views or opinions by the authors of said articles.
November 2023
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CONTENTS
NOVEMBER
STARTER
09
DRIVER’S SEAT Fall Out of Your Comfort Zone
10
PAST THE PAGE ASA Speaks on REPAIR Act to U.S. House Committee
QUICK FIX
11
BREAKDOWN
Educate & Elevate: A Look Back at the FenderBender Management Conference
16
ON THE SCENE
FenderBender Visits the Grand Opening of 3M’s Skills Development Center
STRATEGY
36
34
THE SOP
How to learn from your competition to find community and strength
36
LEADERSHIP
Learn how you can more effectively communicate with your employees
38
CASE STUDY
Learn how you can seamlessly add mechanical services to your collision repair operation
November 2023
6
fenderbender.com
QUICK FIX
11
15
NUMBERS
How Many OEM ScanTools Does Your Business Own?
19
LIGHT HITS
ASE Promotes ADAS Specialist Certification Test, and much more
STRATEGY
COLUMNS
40
40
HUMAN RESOURCES
Turn around underperforming employees to bring your team together and employ a topnotch crew
7
Parts don’t have to be a pain point BY G REG LOB S IG E R
48
COLLISION COURSE
Learning to ask
42
BY TIFFANY ME NE FE E
Prepare your staff for ADAS calibration work
DUE PROCESS
TECH+TOOLS
November 2023
23
SHOP PROFITS
50
Getting on schedule
BY DRE W B RYANT
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CONTENTS
ONLINE EXTRAS
CL ICK ON THE L OGO BEL OW F OR PRODUC T INF ORMATION EDITORIAL
3M Automotive Aftermarket Division
Buy Auto Supply
LKQ Corporation
Advance Auto Parts
Car-O-Liner
Polyvance
Matt Hudson Content Director Jay Sicht Editor-in-Chief Hanna Bubser Associate Editor Kacey Frederick Assistant Editor Leah Marxhausen Special Projects Editor Drew Bryant Contributing Writer Tiffany Menefee Contributing Writer Greg Lobsiger Contributing Writer Lindsey Gainer Contributing Writer Enid Burns Contributing Writer Noah Brown Contributing Writer
EDITORIAL ADVISORY BOARD
Jordan Beshears Steve’s Auto Body Sheryl Driggers Universal Collision Frank Rinaudo Frank’s Accurate Body Shop Jason Mundy Mundy’s Collision Center Stan Medina Certified Collision Works
SALES
Assembly Tool Specialists
CCC Intelligent Solutions Inc.
PPG Industries
AUTEL
Dents & Detail
ProColor Collision
Auto Data Labels
Induction Innovations
SATA / DanAm Air
Andrew Johnson Associate Publisher ajohnson@endeavorb2b.com Mattie Gorman-Greuel Associate Sales Director Cortni Jones Director of Business Development Diane Braden Account Executive (National Accounts) dbraden@endeavorb2b.com Marianne Dyal Account Executive (National Accounts) mdyal@endeavorb2b.com Chad Hjellming Account Executive (National Accounts) chjellming@endeavorb2b.com Lisa Mend Account Executive (National Accounts) lmend@endeavorb2b.com Michael Parra Account Executive (National Accounts) mparra@endeavorb2b.com Martha Severson Account Executive (National Accounts) mseverson@endeavorb2b.com Kyle Shaw Account Executive (National Accounts) kshaw@endeavorb2b.com Sean Thornton Account Executive (National Accounts) sthornton@endeavorb2b.com Ryan McCanna Administrative Assistant
ART AND PRODUCTION
Mariah Straub Production Manager Jen George Ad Services Manager Mitch Bradford Art Director
ENDEAVOR BUSINESS MEDIA, LLC
Axalta Coating Systems
Industrial Finishes
SUN Collision Repair Systems
CEO Chris Ferrell President June Griffin CFO Mark Zadell COO Patrick Rains CRO Reggie Lawrence Chief Digital Officer Jacquie Niemiec Chief Administrative and Legal Officer Tracy Kane EVP Endeavor Business Intelligence Paul Mattioli EVP Transportation Kylie Hirko VP and Group Publisher Chris Messer
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LET TE RS TO THE E DITOR editor@fenderbender.com
Opinions expressed in FenderBender are not necessarily those of Endeavor Business Media, and Endeavor Business Media does not accept responsibility for advertising content.
November 2023
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DRIVER’S SEAT
FALL OUT OF YOUR COMFORT ZONE
What changes can you make to ensure your business model is sustainable?
OUTSIDE MY HOME OFFICE WINDOW, crisp leaves crinkle as they begin to blanket my lawn, illuminated by a rapidly descending sunset. I'm made acutely aware of another changing season. And with it, so is the window rapidly closing to complete those outdoor repairs and renovations I've tried to make time for all summer. Soon enough, the hum of an air conditioner accommodating the last gasps of summer heat will be replaced by the howl of a biting wind. It can be all too easy to dread the inevitable arrival of frigid temperatures and sometimes treacherous travel conditions. But as you take a sip of your favorite fall beverage, whether that's hot chocolate, pumpkin spice latte, or an Octoberfest beer, embrace the changing season. And take comfort in the knowledge that trees shed what is no longer beneficial to their growth — and consider what that can symbolize for us. The dynamic Mike Jones of Discover Leadership spoke at our FenderBender Management Conference at the end of September. Staying in our comfort zone, he says, is the "summer." It has a predictable future, and "as long as you remain in that comfort zone, you are simply waiting to die. Everything that reaches the end of this life cycle dies. It may be comfortable. However, the difference is you are existing; you are not living." In my cover story this month, I talk with two industry leaders who, not satisfied with the collision repair status quo, specialized in the work they take on. It sets them apart from the growing MSO competition and allows focusing on customers who understand the parts and procedures required to put the vehicle back to pre-loss condition. It might be more comfortable to remain doing what you've been doing, even if it's
November 2023
worked OK thus far. But ask yourself if your business model is sustainable for whatever timeline goal you set for yourself. And if it's not, what steps can you take to change it? Each month, FenderBender covers success stories of shop owners, managers, and industry consultants who have improved their operations. And as fall firmly sets in, I hope you'll consider just one or two small takeaways and what changes might take you out of your comfort zone but improve your operations.
JAY SICHT
EDITOR-IN-CHIEF
jsicht@endeavorb2b.com
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VIDEOS
PA ST T H E PAGE
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PODCASTS
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WEBINARS
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NEWS
ASA SPEAKS ON REPAIR ACT TO U.S. HOUSE COMMITTEE THE AUTOMOTIVE SERVICE ASSOCIATION (ASA) spoke on the REPAIR Act at a recent U.S. House Committee on Energy & Commerce Subcommittee hearing, according to a press release. The Automotive Service Association (ASA) released details on Board of Directors Chairman Scott Benavidez’s testimony to the subcommittee during a hearing titled “Proposals to Enhance Product Safety and Transparency for Americans.” Benavidez, who is also owner of Mr. B's Paint and Body Shop Inc. in Albuquerque, New Mexico, argued that an earlier agreement made with the Alliance for Automotive Innovation (AAI) and the Society of Collision Repair Specialists (SCRS) will ensure that independent shops maintain access to the data they need to
November 2023
operate on newer vehicles, and effectively “nullifies the need for the REPAIR Act.” “Newer vehicle technologies, with an increasing number of sensors, will present challenges to our shops without access to repair data,” said Benavidez. “That is why, in July of this year, ASA proudly announced it had reached a landmark agreement with automakers that ensures independent repair shops can diagnose and repair their customers’ vehicles without hindrance from telematics nor any other innovation.” The agreement Benavidez is referencing has been met with great criticism from right-to-repair advocates, who have claimed the agreement does not sufficiently guarantee access to that data.
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NEWS
Q U I C K
|
PEOPLE
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TRENDS
THE TWO-DAY 2023 FenderBender Management Conference wrapped up Sept. 26 after another successful event. Held at the Hyatt Regency Aurora-Denver Conference Center, this year’s conference, with the theme “Educate & Elevate,” was a great opportunity for attendees to network, learn strategies they could apply to their business in 20
EDUCATE & ELEVATE
FenderBender Management Conference brings program to Denver area PEYTON LISSAU
IDEAS
F I X
BREAKDOWN
By JAY S ICHT
November 2023
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QUICK FIX
sessions led by fellow shop owners and industry leaders, and see engaging, energetic presentations from industry stars such as Mike Anderson of Collision Advice and Mike Jones of Discover Leadership. Anderson closed out the second day with his keynote telling attendees how to “Be Extraordinary.” Collision repairers need to be mindful of a changing repair landscape that increasingly includes technology, he reminded attendees. It’s one reason why OEM repair networks can benefit the shop, but owners and managers must use the tools available to them to promote to the consumer the advantages of an OEMcertification program. There are a number of reasons why an OEM-certified shop is increasingly where a damaged vehicle is first taken, Anderson noted, including vehicle ownership subscriptions that offer the driver the ability to change vehicles during the lease. Consumers, accustomed to wanting the latest and greatest technology on their phones, would like to be able to relatively easily exchange a convertible for top-down fun in the sun for a four-wheel-drive pickup to go camping on the weekend.
Offer reassurance “Many shops have the expectation that getting certified automatically brings cars through the door,” Anderson said, but the truth is the shop needs to make sure the customer knows, through marketing or the first phone call to the shop’s customer service representative, that it’s an OEM-certified shop and the best place to take their vehicle. “People are more afraid of making a wrong decision than they are of spending money. Be extraordinary with building a relationship with the vehicle owner.” How do you answer the phone? Do you mention your OEM certifications? Anderson
November 2023
Spark of inspiration Dan Morrow talks about some of his influences after accepting the 2023 FenderBender Award.
said as part of recent training, he mysterycalled 176 certified body shops, and only one mentioned them. If the first point of contact at the shop can earn the customer’s trust, it can put them more at ease and also prepare them if there may be a “co-pay” required to properly repair the vehicle with parts or procedures not covered by the customer’s insurer. The goal is to make the caller feel less stressed, less anxious, and less confused, he said. This requires more time on the front-end to educate the customer. “White-glove concierge service is what consumers are looking for,” Anderson said, noting that as vehicles have added more comfort and safety features to check, the expectation is higher of the quality of repairs.
Offer social proof Customers often rely more on social proof, or positive online reviews, than a recommendation from even a trusted relative or friend. “It’s why you want to drive online reviews now,” Anderson said, “and Podium is the best company to help you drive online reviews.”
12
Throughout the two-day event, attendees had frequent opportunities to visit the booths at the start of each day and during networking breaks positioned between the four daily breakout sessions.
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The FenderBender party Held at Ace, Eat, Serve, in Denver, combined tasty Chinese food, drinks, multiple table tennis tables, and the chance to network with fellow industry professionals in a casual setting.
Be mindful of the need to place the vehicle in service mode As more vehicles become connected to the internet, it is changing out repair plans are done, Anderson said, pointing out in one year, the number of connected Toyota vehicles went from one million to 20 million. These vehicles alert their owner through an email or text message that their vehicle has a service or repair need. So, if a shop should start repairing the vehicle and unplugging various sensors and components, the customer will get a notification for each fault, which erodes trust in the shop. To avoid this, check the OEM repair procedures for how to place the vehicle in service mode.
Be extraordinary at OEM research Anderson said he’s found that the more thorough is the repair plan, the higher percentage are the approvals for virtual estimates. Use plenty of line notes and photos to “tell a story” of why the repair procedures are necessary and justified. “When you submit them online, pretend you’re going through an IRS audit,” he said.
November 2023
13
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QUICK FIX
NUMBERS
HOW MANY OEM SCAN TOOLS DOES YOUR BUSINESS OWN? In another area of advancing vehicle technology, shops are making investments in owning OEM scan tools. The number of shops that reported owning just one dropped by six percentage points in 2022 compared to the 2021 FenderBender Industry Survey and dropped again in 2023, while there were increases in shops that owned three or more. These figures are part of the 2023 FenderBender Industry Survey Report.
Number Of Oem Scan Tools Owned 0: 21%
3: 11%
1: 33%
4: 3%
2: 25%
5: 7%
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QUICK FIX
ON THE SCENE
3M HOSTS GRAND OPENING FOR SKILLS DEVELOPMENT CENTER By JAY S ICHT
November 2023
16
FEN DER BEN DER JOIN ED IN DUSTRY VIPs Oct. 11 to attend the grand opening of the 3M Skills Development Center, a new 15,000-square-foot training facility in St. Paul, Minnesota. As FenderBender found in the 2023 Industry Survey Report, 34 percent of shop owners believe finding qualified technicians is the single biggest challenge they face. “With rapidly changing vehicle technology and a shortage of qualified colli-
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sion repair technicians, investment in training is crucial to today’s aftermarket”, said Dave Gunderson, president, 3M Automotive Aftermarket Division. “Whether technicians are here to deepen their skills, challenge their own experiences, or learn from experts to broaden their knowledge of collision repair, we want the 3M Skills Development Center to be the source of continuing education for industry leaders.”
November 2023
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QUICK FIX
The new center has the capacity to accommodate over 100 training sessions a year to over 1,000 technicians and associated industry professionals. “The 3M Skills Development Center takes our training to a new level and helps give technicians the capabilities they need to up-
November 2023
18
skill their talents and exceed value for their shops,” said Jason Scharton, senior manager, Global Expertise Delivery, 3M. “We firmly believe that the best trained teams deliver the best results. Nurturing your talent through continued training and education is an invaluable return on investment.”
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QUICK FIX
LIGHT HITS
METAMORWORKS / ISTOCK / GETTY IMAGES PLUS
ASE PROMOTES ADAS SPECIALIST CERTIFICATION TEST
The National Institute for Automotive Ser vice Excellence (ASE) is promoting its Advanced Driver Assistance Systems (ADAS) Specialist Certification test (L4) and the opportunity it can provide for repair shops, according to a press release. The test serves to identify technicians who are capable of performing work on vehicles equipped with ADAS and connecting them with shops performing ADAS work.
November 2023
Technicians who complete the L4 ADAS Specialist Certification test have demonstrated knowledge of how to diagnose, service, and calibrate ADAS on late-model automobiles, SUVs, and lightduty trucks. Actions covered in the test include diagnosis, service, and calibration of radar, camera, ultrasonic, and other ADAS functions. Most test questions will be in reference to a sample vehicle with commonly seen ADAS technology. In order to take the test, technicians must have completed either the
19
Automobile Electrical/Electronic Systems (A6) or Collision Mechanical and Electrical Components (B5) test beforehand.
CLASSIC COLLISION OPENS MINNESOTA LOCATION
Classic Collision has opened a new location in Bloomington, Minnesota, according to a press release. The newly-renovated building measures 20,500 sq. ft. and is located a few miles south of downtown Minneapolis, near the Mall of America.
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QUICK FIX
It will be Classic Collision’s eighth location in the state, with CEO Toan Nguyen saying that the company’s customers in Minnesota have a need for additional options in the region. “We are pleased to have found this great facility to serve the Bloomington Community as our newest Classic Collision repair center,” stated Nguyen. “We look forward to servicing the communities in and around Hennepin County.”
CAPA TRACKER INTEGRATES WITH MOBILE APP
EPA UPDATES POLLUTION PREVENTION RESOURCE CENTER
The U.S. Environmental Protection Agency (EPA) has released an updated online P2 Hub Resources Center to help
November 2023
businesses with pollution prevention (P2), according to a press release. The new website provides resources for P2 for any of the potential or actual pollution-generating activities that can sometimes be performed in collision repair shops. Benefits of implementing P2 practices can include reducing financial costs, such as those from waste management and cleanup, as well as environmental costs for things such as health problems or environmental damage. Some P2 approaches can include increasing efficiency in energy and water use, using safer cleaning products, transitioning to less environmentally harmful substances, or reusing materials. The P2 Hub Resources Center can help businesses learn how they can best implement P2 practices through services including the P2 Hub Helpline, a P2 Resources Search, P2 Technical Assistance Providers, P2 Tools & Calculators, and more. All of these can be accessed on the P2 Hub Resources Center website, which is updated regularly with new information and features.
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EPA EXCLUDES REPAIR SHOPS FROM INCREASED EMISSIONS REPORTING
The Automotive Service Association (ASA) has commended the United States Environmental Protection Agency (EPA) for its decision to exclude collision repair facilities from a proposal to increase required emissions reporting as it revises the Air Emissions Reporting Requirements (AERR) regulation, according to a press release. The Small Business Advocacy Review (SBAR) panel is a group gathered by the EPA to help develop the proposal and selected ASA as a Small Entity Representative (SER). ASA voiced the concerns of its members and provided insight to the panel on how it would affect the collision repair industry. Though the ASA supports the EPA’s mission of maintaining adequate air quality, thousands of collision shops already share emissions data with the government each year. Much of the hazardous air pollutants (HAP) data that has been proposed to be added to the AERR is already shared by thousands of collision repair facilities with different government agencies. The EPA ultimately decided that
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VERTIGO3D / ISTOCK / GETTY IMAGES PLUS
The Certified Automotive Parts Association (CAPA) has integrated the CAPA Tracker with the CAPA mobile app, according to a press release. The integration allows users to enter part information into the CAPA Tracker through the CAPA app without having to use a computer and enter the information into the CAPA website. Two options are available for inputting part information: the first is to type in the CAPA Seal number, and the second is to scan a part’s CAPA Quality Seal with the device’s camera, allowing it to identify the part and automatically generate the information. Users may also add a repair order number to the CAPA Tracker database using their unique “Shop Code” in order to keep track of which vehicle a part was used to repair. Additionally, if an issue for any part is found through CAPA’s post-Certification monitoring processes, the CAPA Tracker is able to identify all uses of the part and notify repairers that have used them, allowing them to notify their own customers and take any other needed action. The new CAPA app is now available to be installed on Apple’s App Store and the Google Play store.
of all the industries being looked at, the collision repair industr y has the most small entities of any, and that the agency is still able to determine air quality accurately without adding an unnecessar y burden onto small businesses.
NICKYLLOY / E+ / YACOBCHUK / ISTOCK / GETTY IMAGES PLUS
CCC RELEASES ‘BOOK NOW’ FEATURE FOR GOOGLE PROFILES
CCC Intelligent Solutions Inc. (CCC) has partnered with Google to add a “Book Online” button to shops’ Google Business Profiles, according to a press release. The new feature is now live on the Google Business Profiles of repair shops with subscriptions to CCC Engage. When consumers search for a business on Google, there will now be a button that will direct them to make an appointment through Carwise. The new feature aims to streamline the process of making an appointment and to help businesses stand out in search results. “Today’s customers expect convenience and simplicity when booking appointments online, and Google often plays a key role in
November 2023
facilitating that journey,” said Mark Fincher, vice president of product management and automotive services at CCC Intelligent Solutions. “Our focus is on providing a practical solution that allows repair facilities to enhance their consumer experience, making appointment scheduling easier for both the consumer and the repair facility.”
CALIFORNIA SHOP JOINS PROCOLOR COLLISION
ProColor Collision has acquired S&C Auto Body Shop in Santa Ana, California, according to a press release.
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The business, at 1020 N. Harbor Blvd., has been in operation for 35 years. It is an I-CAR Gold Class facility and is equipped with two downdraft heated paint booths, two frame machines to help expedite the repair process, a 3D measuring system, an aluminum rivet gun, and a spot welder to restore vehicles to factory standards. The shop specializes in factorycertified work, holding certifications from GMC and Nissan. It performs services for fleets and government agencies as well. Owned by William and Ranya Mudawar, the two will continue their work under the
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new brand of ProColor Collision Santa Ana. “As we looked toward the future and explored opportunities with multiple networks, we determined ProColor Collision was the right fit for us,” said William Mudawar. “Talking with many ProColor Collision shop owners further strengthened our confidence in the operational support, resources and organizational acumen that ProColor Collision provides.”
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MITCHELL RECEIVES STRATUS AWARD FOR CLOUD COMPUTING
Mitchell has been awarded a 2023 Stratus Award for Cloud Computing from the Business Intelligence Group, according to a press release. The award is part of an annual program that recognizes companies, products, and people best utilizing cloud technologies. Mitchell earned an award in the Software as a Service product category for its product called Mitchell Intelligent Review. Mitchell Intelligent Review uses cloud computing, Mitchell-authored vehicle data, and the company’s machinelearning and computer-vision models to evaluate labor operations entered on an estimate after scanning photos of collision damage. Artificial intelligence will then highlight estimates that require inspection by a trained appraiser. An AI confidence score is also used that will disregard results falling below a certainty margin that can be adjusted by the user. The program is powered by proprietary AI models that are familiar with the company’s comprehensive vehicle and estimatics data and can analyze over 500 internal and external automotive parts. “We are honored to receive this recognition for our technology achievements in automating and optimizing the claims process,” said Olivier Baudoux, Mitchell’s senior vice president of global product strategy and artificial intelligence. “By continuing to develop best-in-class cloud solutions that leverage our open platform, comprehensive data and industry-leading AI, we can aid carriers in improving cycle time, operational efficiency and customer satisfaction.”
SUNCollision.com
November 2023
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COLUMNS
SHOP PROFITS
Parts Don’t Have to be a Pain Point
Returning just three incorrect parts per day wastes a whopping 378 hours per year. Are you measuring your parts return ratio? For many shops in the countr y, missing
JOSIE SMITH PHOTOGRAPHY
or wrong parts are found in the repair process or during assembly. Following well-defined processes is one of the primary keys to the high profitability kingdom. My lean sensei taught me, “Our processes need to be so well defined that a monkey could do it.” Granted, our people are not treated like monkeys, but when our processes are created by the people who are doing the work and are defined in a simple way, the less variation (problems) we will have. It’s as certain as the sun rises! When the parts arrive for a fully blueprinted vehicle, they must have a thorough check-in process the day of arrival. We call this process our “Mirror-Matching” process. This written process must be followed line by line & word for word every time. Here is our abbreviated version: 1. Receive parts invoices from vendors. 2. Mirror-match old parts to new parts side by side/upside down. 3. Remove all stickers after part confirmation. 4. Transfer all bulbs, hardware, modules etc. from old parts to new parts. 5. Re-box all cores and attach credit slips. 6. Trash ALL old parts and packaging. 7. Apply any necessary seam sealer to new panels and photos for the file. 8. Pre-build all non-painted truck bumpers, grilles, washer tanks etc. 9. Plug in new headlamps/taillamps to confirm they work. 10. Install all SRS components and cooling now except for vehicles needing front structure repair. 11. Move car to visual next-up queue to start body work. 12. Pre-close job. Any needed photos for the build process of wiring harness routings and emblem locations are taken during Blueprint. Otherwise, there is not one good reason to keep the old parts. NOT ONE! Be a leader and slaughter those sacred cows. Disclaimer: My state doesn’t require us to keep the old parts. Old bumper ends are attached to new bumpers for painters to use as test panels for color match when we’re not painting the fenders or quarters. Mirror-matched parts are placed on the R&I cart and this cart then follows the car through the process. Our entire shop is clock hour with a global bonus program. Anything that can be done upstream to speed up reassembly MUST be done.
November 2023
Why? If we find a problem in Mirror Matching, we have just prevented the money-printing conveyor belt from stopping printing $ when a car can’t go home. Five out of my nine employees are trained in mirror-matching parts. This cross-training helps eliminate the expense of a designated parts person. There is a crucial KPI that should be tracked by every shop. This metric is the Parts Return Ratio, which is the percentage of the parts we order must be returned. A good benchmark is no more than 5% returns in dollars of total parts purchased per month, excluding cores, of course. I know we are in crazy times trying to get parts from multiple dealers, strikes, etc., but stay focused here. The Parts Return Ratio is a good bellwether of a shop’s high or low profitability. If your shop’s part returns are above 5%, that is a red flag that the processes of estimating, blueprinting, and more need a major overhaul. The problem could lie in ordering parts off an insurer’s parking lot estimate, front-end estimators just winging it, poor Blueprinting, and not reading OEM procedures. Most shops, unfortunately, have no clue of the cost in time of each returned part. Most management systems are set up for Part Return Reasons, and by applying a Pareto chart (roughly, 80% of consequences come from 20% of causes), you can conquer the biggest problem first. Each wrong part costs our employees a minimum of 30 minutes. Sit down with your parts and accounting department. Then write down every step on a whiteboard needed to return a wrong part and order a correct one, along with the time associated for each step. Granted, damaged and wrong parts sent by vendors are inevitable, but most returns are our fault. Of course, don’t order parts for a borderline total. If we have just three returned parts per day, that’s 1.5 hours that have been a total waste by our people. With 21 days per month x 1.5 hours, that’s 31.5 clock hours wasted per month, or 378 hours per year, just because of the wrong parts being ordered!! More importantly, having the wrong parts means the car likely can’t be put into production. And idle inventory is the queen mother of all wastes. I’ll leave you with some homework: Go into your management system and see if you are under the goal of 5% returns or less (excluding cores). If you’re above 5%, then it’s time for a constructive problem-solving discussion with the entire team. Another good metric to monitor is the number of OEM invoices per RO. Anything above one per vendor is an area of needed improvement.
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GREG LOBSIGER
Greg Lobsiger has owned Loren’s Body Shop in Bluffton, Indiana, for over 23 years. He has been a member of Mike Anderson’s groups for ten years and had extensive lean manufacturing training.
EMAIL:
greg@lorensbodyshop.com
ARCHIVE:
fenderbender.com/lobsiger
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TOPICAL
Meeting the Challenge in 2023 Specialization helps these two shop owners win against increased MSO competition and growing technology needs
November 2023
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By JAY S ICHT Photos by JAKE HOLSCHUH PHOTOGRAPHY
November 2023
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TOPICAL The number of shops reporting no revenue from DRPs in 2018 was 30%, and five short years later, that number is up to 44%. Nylund’s Collision Center eschewed DRP agreements from the start and concentrates on following OEM repair procedures and using only OEM parts.
44% of respondents said they had no revenue from DRP agreements
The increased demand for equipment and know-how needed to repair an everincreasingly complex vehicle parc is undeniable. The two single-location shop owners FenderBender interviewed for this article face many of the same issues as do the more than 300 respondents to the 2023 FenderBender Industry Survey, including staffing shortages and the training and equipment needed to repair the latest technology. These two shop owners have approached the problem with some common methods and some notable differences. One trend, a move away from direct repair programs (DRPs), has remained constant throughout the history of the survey. The number of shops reporting no revenue from DRPs in 2018 was 30%, and five short years later, that number is up to 44%. Both Rob Grieve, who owns Nylund’s Collision
November 2023
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Center with his wife, Carol, in the Denver suburb of Englewood, Colorado; and James Wilson, principal owner of ICS Collision Center, in the Wichita, Kansas, suburb of Derby, Kansas, have eschewed DRP agreements from the start and concentrated on following OEM repair procedures and using only OEM parts. Survey respondents indicated an increased focus on meeting the needs of newer technology, such as a majority (80%) reporting being equipped to repair aluminum and a healthy minority (28%) capable of repairing advanced structural composites or carbon fiber composites. Keeping up with the equipment and training needs can be overwhelming. “The technology of the vehicles is everchanging, and it’s changing so fast that unless you’re engaged in this industry, you’re not going to be fixing the vehicles correctly,”
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Grieve says. And every day, you’ve got to make the effort to educate yourself.”
Specialization and OEM Certification Help Simplify Complicated Repairs For Grieve, although his shop does fix other vehicles, the sustainable business model is to specialize in a few makes and models to ensure safe and proper repairs. “Understanding what really needs to go into the repair takes an enormous amount of research and education on each vehicle," he says. "We can no longer fix every car that comes through the door. We have to specialize. If I have a Ford, Chevy, a Lexus, Mazda, Volvo, and Porsche in the shop, how can any of my people know everything they need to know about each one of those cars? That is a big hurdle, so let’s narrow it down.”
November 2023
Using Toyota’s TIS and the Techstream scan tool, Nylund’s can get a “birth certificate” of all asbuilt data on Toyota and Lexus (shown) vehicles. Of survey respondents, 47% reported having one or two OEM scan tools.
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TOPICAL
Personal Growth Comes from Within James Wilson says part of his
journey to reducing stress and boosting his shop’s revenue included a goal to become a better communicator.
“And in doing so, to become
a better manager, a better leader, a better spouse, and a better
friend. Although I’ve always been
a good, active listener, I wanted to take a deeper dive into leadership qualities and what makes for a
good leader. Obviously, everyone has a different leadership style.” He networks through local
meetings of Business Networking International (BNI,) which limits each type of business in the
group to one; there can be only
one plumbing business and one collision repair business, as an
example. He often learns business and life lessons from older people
who have “probably forgotten way more than I’ll ever know.”
“I can really look back five years
ago or even three years ago and see a big difference in the way I
communicate. The way our clients and vendors interact with me, it is
definitely much more constructive dialogue and understanding.”
That healthy dialogue includes
accepting that sometimes, it’s OK to agree to disagree.
“I think a lot of that comes
through really focusing on
myself and understanding that
communication starts at the top. If I’m not willing to show my team members that communication is key and that translates into our
culture, if I’m not willing to focus on myself first and hold myself
accountable, then I can’t hold the rest of the team accountable.” He’s also worked with a
business coach in London the past couple of years.
“It comes down to
communication and managing
expectations. I think improving my leadership and communication
skills translate into the dollars and cents of things.”
November 2023
For many newer models, Grieve says, guests are referred to shops that are certified for those makes and models if those repairs don’t fit into his repair mix. Nearly 45% of survey respondents reported having at least one OEM certification, with those reporting having six or more (17.19%) taking the lion’s share. More than half of Nylund’s business is for Lexus vehicles, followed by Toyota, Grieve says, while Subaru and the German marques make up the bulk of the remainder. His shop piloted the Lexus Authorized program, which is offered to independent repairers, and it’s been authorized since December 2020 (the distinction is that Lexus Certified shops must be majority-owned by a Lexus dealership) and is the only Lucid Authorized repair facility in Colorado. “Both programs are valuable to us,” Grieve says. “Lexus, because of our longstanding reputation for being the experts in repairing these vehicles and taking care of these guests, and Lucid, because they bring a different guest demographic to the shop and are upping our game in the repair of very
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complex vehicles. Both bring a different level of excitement to the shop floor.” More than a decade before his shop became Lexus Authorized, Grieve realized his technicians needed additional training to tackle the increasing levels of technology in the new vehicles. He turned to the dealership he buys parts from, who got the ball rolling for his staff to take Lexus certification courses. The brand was already the shop’s mainstay, so when the Lexus Authorized program rolled out, his shop was well positioned to take the next step to become authorized. “Being part of the Lexus collision program has the added value of much of the training crosses over to Toyota vehicles and their guests and we are currently exploring the Toyota Collision Program as well.”
Reaching the $1M Mark in Kansas For Wilson, who with his wife, Tera, started ICS Collision Center from the ground up in 2013, the challenge was how to grow his business to reach $1 million in annual sales out of a 10,000-square-foot facility. The shop
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Nylund’s Collision Center has been Lexus-Authorized since it piloted the program in 2020, but it had been factory-trained and repaired a large volume of the brand for a decade before that. Over 45% of survey respondents reported having at least one OEM certification.
began by doubling its sales each year but had remained in the $700,000 to $800,000 range, he says. What worked may seem counterintuitive, he says, but it worked: reduce the car count and focus on working with fewer clients “who truly care about safe and proper repairs.” “We serve our clients’ needs, not insurers’,” he explains. “So, if they want the vehicle repaired properly – it doesn’t matter if it’s a luxury car or a run-of-the-mill 10-year-old car or a fleet customer – they understand that insurance doesn’t cover everything. If we manage those expectations on the front side and do that well, then you know basically we're educating them so they can make an informed decision, whether or not they choose us. I'm there to serve them, right? We shifted our focus to clients who understood the direction we were going, which was a focus on them receiving safe and proper repairs, not their out-of-pocket expenses.” Just as Grieve says his staff will refer his guests to another facility certified for a different make, Wilson recognizes certain
November 2023
situations call for a different shop to care for certain would-be customers’ needs. This requires some time upfront at the point of intake, explaining how his business model differs from that of many area shops. “If I cannot manage your expectations on the front side, it’s going to be a train wreck on the back side,” he says. “We slow down on the front side and make sure we actively listen to our client and what they’re looking for.” A would-be customer more concerned about his or her $1,000 deductible and having a free loaner car is probably not going to be an ICS customer, he explains. “It’s my job to educate the consumer about what they should expect from us as their chosen repair facility, what the manufacturer states is required and necessary for a safe and proper repair and provide them that documentation as far as knowing your consumer rights here in the state of Kansas. That way, they can make an informed decision.” Within the first 18 months or so of setting the $1 million goal, Wilson says, the shop hit its goal. It now produces between $1.2 million and $1.3 million per year.
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45% of respondents have at least one OEM certification
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TOPICAL
30% of respondents perform their own calibrations
“We’re working with fewer clients, which allows us to spend more time with them and really serve them to the best of our abilities. It lowered our stress level but allowed us to really custom-tailor and focus on those individual clients’ needs. For those for whom we repair their vehicles, they understand the repair they’re going to get and that they’ll have OEM parts and we’re following OEM repair procedures.”
The Increasing Role of ADAS in Repairs Today Respondents to the 2023 survey reported a slight increase, after a sharp jump of 8% in 2022, of being equipped to perform calibrations of advanced driver assistance system (ADAS). More than 30% now perform their own calibrations. For in-house calibrations, Nylund’s performs calibrations only for Lexus, Toyota, and Lucid, as it has the factory scan tools, targets, and other equipment needed to follow OEM repair procedures. All other vehicle makes go to the dealership for calibration.
“While we have an aftermarket scanner we use for other makes during a pre-scan operation, we send them to the dealer for the final scan and necessary calibrations,” Grieve says. “The aftermarket scanner is only used for directional information gathering.” If a vehicle has a need for bidirectional capability, information retrieval, and information input, only OEM scan tools are used, he says. “Also, using dealers for calibrations, safety inspections, and final scans is a great way to build relationships and educate dealer personnel as to what is needed in today’s collision repairs.” Before any ADAS-equipped vehicle is placed into production, a pre-alignment inspection is performed as part of the check-in process. “We need to know up front if there is an issue with the alignment before starting the blueprinting process,” Grieve says. “If it fails the check, the alignment will be done by the dealer after repairs are complete but prior to calibrations. It’s my opinion a shop cannot and
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TOPICAL
should not attempt to calibrate a vehicle unless they know the wheel alignment is in spec.” Check-in processes at Nylund’s have consequently become more detailed and standardized than a simple washing of the vehicle and performing a pre-scan. “We use TIS [Toyota Information System, for Lexus and Toyota], which will tell us if there are any open recalls because we’re using the factory scanner. It will tell us what equipment the vehicle has—what I call a ‘birth certificate’: How was the vehicle made? What equipment does it have?” Such information is added to the repair plan file, Grieve says, including on what additional procedures are required if the battery is disconnected and reconnected. “There are some cars that are a little different and require a little more; some require a little less. It’s all on the checkin form we do, and that gets handed off to whomever is writing the vehicle’s repair plan. Now they have an education before they even look at the vehicle of what could be involved in that repair.”
This minimizes delays and ensures that OEM repair procedures are followed to a “T.” “What do we have to do to get this thing to the finish line? Knowing what you're dealing with up front gives you the ability to plan at the back end. It's not in the wash bay and there's a persistent code, probably because the blind spot monitor isn't lined up or God only knows what. It gives you a chance to thwart some of those last-minute issues. And I hate last-minute issues. So does the consumer, and so does the insurance company.”
Preparing Technicians for Repair Requirements Wilson says he places more emphasis on ASE certification vs. I-CAR recognition, as he prefers the pass/fail test results in a controlled environment. “That said, certifications don’t tell the whole story,” he says. He notes that even certified technicians can make the wrong choice for a repair and place the vehicle’s occupant at risk in a subsequent collision.
“To me, insurance may not want to pay for whatever is needed, but at the end of the day, it comes down to the technician being able to ‘hit that big red button’ and say, ‘No, I’m not going to do this.’” More than half of respondents to the 2023 survey personally attend collision repair technical training at least annually. The bulk (73%) attend I-CAR training; 41% attend OEMspecific training, and 46% attend training from the equipment manufacturer or dealer. “Generally speaking, we rely on OEM training,” Grieve says. “There are times, especially with ADAS, when we will send our folks to I-CAR training to understand the basics of the subject prior to sending them to the OEM training. This is especially true when we hire new people for specific roles.”
It's Not Just a Bumper Anymore The plastic bumper is no longer simply a cosmetic concern. Now that blind spot monitors lie behind the façade, not only can repair materials not be used in the vicinity of that radar sensor, but some paints
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will even interfere with their radiation signals. The new 77Ghz blind spot monitors are more precise. But it follows that they’re even more finicky, and a repair involving a blind spot monitor and a bumper replacement/refinishing often requires multiple steps to confirm a proper repair and calibration, Grieve notes. The procedure requires a power test for each monitor using the OEM scan tool The majority of survey respondents reported having one (22%) or two (25%) OEM scan tools. For Toyota and Lexus vehicles, the system is powered up using a Techstream scan tool with the target reflector set up at a specific spot. This is done using the unpainted new bumper, which will have to be removed after the power test to be painted. In some cases, radar-compliant paint formulas are specified by an OEM for the vehicle, which substitute synthetic mica (pearl) for the interfering aluminum flake. But it comes at a higher cost – Grieve notes one formula he looked up is three times more expensive than its non-radar-compli-
47% say they have either one or two OEM scan tools
ant counterpart, and the radar-compliant refinish formula doesn’t match the regular formula for the adjacent quarter panel. (The OEM’s paint processes differ, so they don’t have the same problem, Grieve notes.) It’s another consideration the painter must be made aware of before mixing up the paint and spraying it, so communication has to increase for that repair process, too. All told, the new bumper might need to be installed three times: raw or primed, painted, and with grilles, moldings, and any attached sensors installed. “Because why would you build it before doing the power test?” It’s a small but critical example of how there’s no such thing as a simple repair anymore and also the benefits of specialization. “You’re not doing anybody any favors taking every car that comes in. I don't look at it as a car; I look at it as a guest who needs help. I can't help everybody, and I can't fix every car in Denver. So, let's figure out how we're going to focus this and help the people we really can help. And then for those other people we can't help, we find a place for them that will do it.”
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S T R A T E G Y
THE SOP
How to learn from your competition to find community and strength WE’VE ALL HEARD THE SAYING that “a little friendly competition never hurt anyone.” Helmuth Mayer Jr., CEO of Collision Repair, LLC — one of the largest franchisee operators of Maaco Collision Repair & Auto Painting locations in the U.S. — certainly believes that’s true in the collision industry. Competition makes good businesses better, he says, and everyone — including customers and the industry as a whole — benefits from shops learning best practices from one another and pushing each other to reach their full potential.
November 2023
These are his top tips for how to use friendly competition to your shop’s advantage. As told to LINDSEY GAINER
Keep up with industry trends. We work in an ever-evolving industry, so keeping up with the latest trends and best practices is key. For me, that means reading print and online articles constantly, attending industry trade shows and conferences, and keeping an open mind to learn from others. It’s also important to create
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Be a sponge—soak it all in. Learn everything you can from your competitors. Learn how they operate and how they create a positive environment and shop culture, and learn technical skills from those who have been doing it for years. As a business owner, you should constantly be absorbing everything you can and sharing it across your teams to become better. In addition to learning and taking notes from competitors who are doing well, it’s also
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ENIS AKSOY / DIGITALVISION VECTORS
KNOW YOUR COMPETITION
an environment of transparency. Sharing business practices, operational efficiency programs, and vendor programs that can help businesses increase their margins are all helpful in propelling the industry forward. Antitrust laws restrict the sharing of prices / collusion, though, so tread carefully in those areas.
LEARN
imperative to learn from those doing the opposite, to understand what not to do. Learning what traps to avoid in your own business is equally important in the long run. Competitors are essentially partners that can increase everyone’s market share, not steal it. By constantly learning, the industry as a whole can progress. When you’re a multi-shop operator (MSO) it’s even more essential to learn and spread that knowledge to your teams to accelerate their learning. When you hire brilliant team members, you need to keep them challenged and constantly learning so they can maximize their potential and that of the organization.
Dig deeper to understand why. I think sometimes shop owners fall into the trap of thinking competitive intelligence is only about knowing who your competitors’
November 2023
customers are and what they’re charging them. You have to look deeper into the why of everything to truly extract the useful intel. Why do businesses charge a specific price, why do they attract and retain specific customers, why do they market using one medium versus another? Take it a couple layers deeper to truly understand, digest, analyze, and then create your strategy based on what you learn. I think it's always good to look at both local and industry competitors, too. Businesses outside your market are sometimes willing to share information more freely, as they know it likely won’t have a direct impact on their business.
Create relationships with competitors. Competitors aren’t the enemy—it’s
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|
GROW
|
WORK SMARTER
absolutely important to create relationships, partnerships, and friendships within the industry. The market grows through competition. If businesses aren't competing, then they aren't constantly striving to improve themselves. Improving and adjusting to consumer behaviors and implementing technology and programs to drive efficiencies will only help strengthen the industry. By sharing the things that you create and the things that drive you, you’ll help others follow suit. Not only does this encourage innovation and push the industry ahead, it’s a sure-fire way to hold yourself accountable to growth — once your competitors are following your lead, you’ll need to figure out how to take things a step further to be even greater at what you do each and every day. It’s a win-win for everyone!
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STRATEGY
LEADERSHIP
IT’S A PEOPLE BUSINESS
Learn how you can more effectively communicate with your employees
T H E R E’S A N O L D S AY I N G in the automotive repair world that everyone who’s ever worked in an auto shop has most likely heard at some point: It’s not a car business; it’s a people business.
EONEREN/ E+
By N O A H B R O W N
November 2023
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Collision repair is as much about making and maintaining good relationships as it is about fixing cars. Whether its with customers or your technicians, having solid, effective communication is crucial to running an efficient operation. There is no one-size-fits-all approach to communication. Cliff Sullivan, owner of Premier Coach Automotive in California, says the sooner managers recognize that, the better chance they’ll have of developing more meaningful, healthy relationships with employees. “Your (communication) style should be a moving target. You don't have one employee that's the same as another. My style adapts to my employee based on their needs and wants,” Sullivan says. “It's not only with the guest where you have to exceed their needs and wants.” Communication is critical, and making sure your shop is communicating well can help pick up productivity, help keep your employees engaged and make sure your customers are happy and satisfied.
Getting Started It can be easy to get bogged down in the day-to-day operations of collision repair to actively think about what you’re communicating to employees, much less how you’re communicating. Sullivan says there are many different communication styles that work well to build trust and mutual respect between a manager and their employee. In order to figure out which one works best for you and any employee, though, you have to take the first step. “People forget that you just have to communicate,” Sullivan says. “I have conversations with my employees. I know my employees, I know their families, and I pay attention to the details. I'll stop and have a conversation with them, not as my employee, but as a human being.” Having conversations is critical to building relationships. Once you start having conversations, discovering your
November 2023
style with different employees becomes more feasible. Still, there are issues that can arise. Bob Pearson of Pearson Auto Body in Shakopee, Minnesota, says if someone isn’t responding well to your attempts to talk to them, be curious and ask questions. "If you have a disgruntled person or someone who is otherwise not responding well to your communication, there's a good chance that something is upsetting that person,” he says. “Anything from working conditions to personal life and health issues. There can be a lot of reasons why you're getting resistance. Dive deeper and ask questions before you start laying into someone." Additionally, being intentional about what you say to an employee and how you say it is crucial in starting off on the right foot. Pearson says he’s conscious about how he talks to his employees, such as phrasing requests as questions. Even more granularly, he says focusing on the actual words he uses has helped tremendously. “Knowledge of the English language is critical,” Pearson says. “Being able to use the right words, descriptive words that paint the picture of a desired outcome, allows you to be short and effective. You’re talking to productive people that want to do good work. Keep it short and sweet.”
Do Your F---ing Job Many people in the collision space are selfmotivated and are proud of the work that they do. Most people want to do a good job. Sullivan says having clear expectations and letting people do their work creates an environment conducive to building strong work relationships. “New England Patriots coach Bill Belichick says it best: 'Do your f---ing job,'” Sullivan says. “When we each are enabled to do our job, you won't find a better customer service experience out there.” Pearson agrees and says keeping a productive environment alive and well helps keep everyone in the shop happy. To help
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maintain that environment, he says he became a “one-minute manager,” addressing small issues as they came up immediately before they festered and became bigger. “If I saw something that rang my bell, whether it's a person or a process, I dealt with it right when it was immediately fresh,” he says. “Sometimes talking a week later is not a good idea.” Another initiative Pearson took to help increase the open f low of information in his shop was to implement daily 15-minute production meetings. Though he initially received pushback on those by some employees who thought they were a waste of time, he says his employees realized that knowing what was happening with every car in the shop helped them do their jobs more effectively. “Great shops do production meetings, and they might do it more than once a day. You plan your day in the morning, and then in the evening you have a wrap-up of your day,” Pearson says. “It's not going to work for every size shop, but if you do it correctly, it can be the birthplace of your culture." Pearson talks about culture often and strives to make sure that his employees feel valued and respected. Over his 50 years in the industry, he says the one piece of advice that has helped more so than any other is to keep promises. Keeping notes on what you tell your employees and making sure you follow through is a big deal and can help cement your role as a fair leader. As general manager, I'm very involved with my technicians because I was one,” Pearson says. “If you don't follow through, your employees will determine you to be irrelevant and view interactions with you as a waste of time.” Building trust with employees is essential. Making sure your people are happy will help them make your customers happy. “It's never been about the cars,” Sullivan says. “It's always been a people business, and in a people business you can't not communicate and be successful.
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STRATEGY
MECHANICAL SERVICES IN COLLISION REPAIR
Learn how you can seamlessly add mechanical services to your collision repair operation
T H O U G H S T I L L A fairly rare occurrence, mechanical repair and basic maintenance offerings are starting to pop up more in collision repair operations.
By NOAH BROWN
November 2023
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ADOBESTOCK_450018897
CASE STUDY
In many cases, it can make a lot of sense – there are a lot of mechanical operations and repairs that need to be performed. If your shop has the staff, capacity and skill to do it, it can save a lot of time and effort as opposed to sending a vehicle elsewhere for mechanical repair once the bodywork has been done. Mike Schoonover, winner of the 2022 FenderBender Award and owner of Schoonover Bodyworks and Autocare in Shoreview, Minnesota, says his shop has been offering some form of mechanical repairs and services for the last 20 years. Though the number of offerings were limited in the beginning, Schoonover says the shop saw success fairly quickly, which led them to expand those offerings. “As things evolved, we realized what a great service it is to offer customers the ability to get service while their vehicle is already here,” he says. “We began introducing tires, brakes, oil changes and other regular routine maintenance-type services.” With proper planning and execution, adding mechanical repair to your shop’s offerings can be a boon to business and drive in more revenue.
DA-KUK/ E+ / GETTY IMAGES
Set Up for Expansion Schoonover’s shop has been in his family for more than 80 years. Located in a northern suburb of Minneapolis and St. Paul, the physical space of the shop was admittedly small by today’s standards. Despite that, the shop have been ahead of the curve in terms of adding mechanical services – a full-time mechanic has been employed there for nearly 20 years. Working out of two stalls, that mechanic has allowed Schoonover Bodyworks to offer basic services. The combination of the lack of space
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and already having a mechanic presented a unique opportunity. “We love what we do … but we realized we needed to do something,” Schoonover says. “We decided to expand and renovate to offer more of these (mechanical) services.” Expansion seemed to be a no-brainer. Adding nearly 8,500 square feet and renovating the existing 14,000 square feet of space would help keep customers flowing through smoothly and keep both guests and techs comfortable throughout the repair process. Still, even with a strong customer base, the decision to expand from basic offerings to a full-service mechanical garage through the process of the renovation was potentially risky. “Going from running a collision repair facility that happens to have a mechanic to the next level of actually being a service shop and keeping service technicians busy five days a week, every week, was scary,” Schoonover says. Schoonover and his team worked around the clock to make sure that their efforts would prove to be successful. Through that, he says there were several key factors that helped the shop transition smoothly.
Branding and Need As with any transition or additions to service offerings, making sure that there is a need and desire for those first is essential. Schoonover says the community where his shop is located doesn’t have that many repair shops, which presented a natural growth opportunity. “There’s not a whole lot of competition around us,” he says. “Not that I’m afraid of competition, but there’s a big hole here for the service work that needs to be done. We wanted to plug that hole. It made sense for
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us to do it. Having service offerings just to have them doesn’t make sense.” Throughout the entire process, Schoonover says he and his team were getting advice from and asking questions of other shops that had made similar switches in their offerings. They would ask service shop owners for their numbers, how many technicians they, the ratio of office staff to shop staff, the software they were using and a lot more. Schoonover also got help from Shop Fix Academy. “From the beginning, we were asking for others’ help,” he says. “You may not use their advice, but at least you’re learning and getting their feedback.” The best asset that Schoonover Bodyworks & Autocare had through the transition period was its reputation. Through decades of hard work and quality customer service, the shop has become well-known throughout the area. Schoonover says it was a tremendous help being able to lean on that and know that customers trusted he and his team. “We wanted to use our strength there to build upon our business that we already have here to serve others,” he says. “We want to be able to leverage the quality workmanship and service that we provide to those customers that are looking for that additional service work.” Still, more than just reputation alone is needed to make a move like this successful. Schoonover says his team decided to rebrand the shop from Schoonover Bodyworks and Glass to Schoonover Bodyworks and Autocare through the process to better reflect their new services and more effectively communicate to customers what all is provided at the shop. “We decided to pivot and realized that it’s significantly easier for a collision repair shop to now offer services as opposed to a service shop trying to provide collision services,” Schoonover says. “We are a one-stop shop for everything, and we felt that the brand change encompasses that.” So far, Schoonover says the new offerings have been a welcome addition for customers. Throughout the process, he says his shop has strived to keep the quality of service high and make the shop a destination for both customers as well as current and potential employees. “We just are investing into all of our assets,” he says. “Not just the building and equipment, but our people, too.”
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STRATEGY
TURN AROUND AN UNDERPERFORMER
Turn around underperforming employees to bring your team together and employ a top-notch crew By E N I D B U R N S
November 2023
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ANY BUSINESS WILL LIKELY have an employee or two who is not performing at his or her best. Sometimes the poor performers can even be those at the top – in management positions or above. Regardless of the level the trouble exists on, there are ways to work with employees to turn them into top performers through motivation, feedback, teamwork and training.
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JACOBLUND / ISTOCK / GETTY IMAGES PLUS
HUMAN RESOURCES
Consider Hiring for the Right Fit With a job market stretched thin, hiring managers continue to see fewer candidates with the skills required to fill openings. If an applicant is close or can get up to speed, consider evaluating whether he or she is the right fit for the workplace. “Nobody’s applying,” explains Claudia St. John, president of Affinity HR, which handles recruiting, training, hiring and onboarding for businesses. “We’ll take them and grow them.” “We tell our clients not to be as tight with their requirements,” St. John says. “The talent just isn’t out there. Those that are out there are commanding salaries.” Behavioral testing and interview questions such as, “Tell me about a time when you …” or “How did you handle a customer complaint …” help the hiring manager get a picture of how the applicant operates, his work style, and whether he can handle difficult situations. Aff inity HR works with interpersonal behavioral assessments to help determine a good fit for employees, and resolve situations. “A lot of conflict in the office is just different behavioral styles,” says St. John. A manager might have a different behavioral style than an employee, and that can create friction until the two assess personalities and learn to work together. St. John suggests that different personalities and work styles contribute to a type of diversity in the workplace. However, it can take time to successfully blend a workforce with diverse personalities and work styles. “In those situations, you do your best,” explains St. John. “But you need to realize you are part of the community.” In other words, it could require some “give and take.”
Be Prepared to Coach Your Team When an employee is not performing up to standards, there are steps that should be taken to identify the issues, and work with your team to correct them. In today’s tight job market, it is often necessary to work with staff to make both employee and employer happy, especially when personalities are a good fit. The same strategies can work from the top down.
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Even your top performers may require insight from management to help determine progress and set goals. St. John outlines five responsibilities managers have, and how those five actions help across all employees. “I try to remind managers they have five responsibilities,” St. John outlines. Managers should communicate clearly
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delineated performance expectations; make sure employees have the tools and competencies they need to complete and satisfy expectations; have a process in place to evaluate how employees are doing; and offer feedback that has constructive comments mixed in with positive feedback, St. John outlines.
Approaching Employees about Poor Performance Too often managers approach employees by lecturing, but it often has the opposite of the intended effect, as it can shut down a conversation, explains St. John. “The first place to start is by saying something like, ‘I’m observing … tell me what you’re experiencing …’ That works whether it’s a performance issue, a productivity issue or personal issue.” The best way to help an employee improve performance is by stating explicit guidelines and expectations. It helps workers know what they need to work on, and how to get there. It also communicates that a manager is willing to work with the employee to bring them up to speed. “It gives them tangible ways they can improve,” St. John explains.
Feedback is Key While St. John offers five key actions managers should take to work with employees, she says feedback is the most important. “Are you giving enough feedback? Not just corrective feedback, but positive feedback,” she says. While it is helpful to offer some constructive feedback, positive feedback is important. “I think that 85-to-90 percent of feedback should be positive,” St. John states. If approaching a worker with a compliment is difficult for a manager, she offers an example phrasing. “I observed … and it was great.” Feedback is free, and offers direction as well as positive reinforcement on a job well done. “Focusing on positive behaviors the employee is bringing to the office, and also giving them tangible ways they can improve,” St. John explains. “I think the positive feedback should happen every single day. That’s the best management tool we have, and we don’t use it enough.”
fenderbender.com
STRATEGY
TECH+TOOLS
Frank Terlep of Opus IVS shares how to inform your customers and prepare your staff for ADAS calibration work
ADVANCED DRIVER ASSISTANCE SYSTEMS
(ADAS) have become the standard for most vehicles in recent years to help promote safety, yet many drivers still are oblivious to how it affects their car and what the signs of it not functioning correctly are.
By KACEY FREDERICK
November 2023
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PHOTO COURTESY OF OPUS IVS
GUARANTEEING SAFETY WITH ADAS CALIBRATIONS
What are the options for a repair shop that may not have the resources for ADAS calibrations? “I can tell you what’s happening today: you’re either a calibration center servicing other shops, you’re a shop that chose to retrofit your facility to be able to do them, or you’re outsourcing your calibrations to a third party. … Our numbers tell us 80% of all facilities–repair facilities, collision and mechanical–do not, I repeat, do not, have the proper space to perform calibrations.”
Facilities that perform repair work on these vehicles have the responsibility of making sure drivers have an understanding of all their vehicle’s functions and that a plan is set in place for when a vehicle with ADAS issues comes in. Frank Terlep is vice president of ADAS Solutions for Opus IVS, a company providing automotive tech-focused collision repair solutions. With much of his work surrounding ADAS and its effect on the industry, he shared the best measures shops can take to inform their clients and guarantee safety after a repair.
COURTESY OF SNAP-ON
Why do you think there is a lack of understanding of ADAS among consumers? “I think that starts with when they purchase a vehicle, either used or new. In a lot of cases, they’re not given a complete overview of what all the capabilities are, and more importantly, what happens if they need to have services (done). So yeah, I believe the majority of consumers lack the knowledge they need for ADAS.” What are the consequences of consumers not having that understanding? “They won’t understand what the benefits of those safety technologies are. For example, if they don’t truly understand
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what adaptive cruise control is, they may not completely understand what the benefits are or what the problems can be with it, right? If they don’t understand that their lane departure is driven by the camera behind the windshield, they may not know why their car is pulling to the left or pulling to the right.” Should technicians be receiving more training on ADAS? “100%. Mandatory. I think ultimately there’s going to be a certification process in place. Today, Ford has an ADAS certification requirement for shops to be certified to calibrate their cars.” Do you think collision repair shops should consider adopting ADAS calibration services right now? “First of all, to properly perform specific calibrations, a repair facility has to have specific facility requirements to be able to do them correctly. If they’re going to do calibrations with radar, you need a lot of space. Typically, we say the minimum space in an existing shop is 2,500 square feet. So, should they get into it? The first question I always ask the shop is, ‘Do you want to be in the business?, number one,’ and then the second question is, ‘Do you have the facilities to do it correctly?’”
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In the case of a shop outsourcing ADAS calibration work, are there additional steps they can take before returning a customer’s vehicle to ensure safety? “One of two things should happen. Number one, the third party that is doing the work or the calibrations should provide the shop with documentation that they validated it. Or the shop who was outsourced should validate it and document that it’s validated and it works.” In what ways can repair shops educate their customers on how their vehicles’ ADAS functions? “As soon as the vehicle comes into your facility for a service, one of the first things you should be doing is identifying the ADAS systems on the car. And by identifying the ADAS systems on the car, you can now educate the consumer on what systems they have on the car. “And then you can have the conversation … ‘By the way, Mrs. Smith, have you disconnected or turned off any of those systems?’ … And then you also tell Mrs. Smith, ‘Because you’ve got those systems on your car, it may require additional services like a calibration.’ “And then also by identifying those systems up front, you can also have the conversation with Mrs. Smith saying, ‘When we’re done repairing your car, it is our responsibility as a quality repairer to make sure all of your ADAS systems operate, which means if you’ve turned them off, our responsibility is to make sure they’re all on when we deliver the car back to you because we wanted to make sure they operate correctly. And then if you want to turn them off when we’re done, great.’”
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PROMOTION NEW PRODUCT SHOWCASE
TAKE THE PRESSURE OUT OF PAINT FINISHING
Introducing the 3M™ Perfect-It™ Random Orbital Polishing System The 3M™ Perfect-It™ Random Orbital Polishing System is a professional-grade set of tools, pads and polishes – typically used in detailing shops, re-engineered for the collision repair industry. Unconventional, but welcomed change in process that allows you to get that show car shine, as if the car had never been touched. It’s paint finishing redefined. We’ve turned one of the most feared steps in automotive repair into one that any technician can master on their first go. Experience a system designed to work together – an easy-to-use polishing tool with specially-formulated liquids and pads. Your technicians should have no more fear of swirls, burn through, or other pitfalls common with traditional rotary buffing systems. Don’t let paint finishing control you. It’s time to take back control of the finish.
Avoid Burn Through and Rework, experience a virtually defectfree finish with no fear of burn through on your freshly painted panels. Designed for no trips back to the booth, no disruptions in cycle time and no loss of confidence on the job. It may feel different, but with this system, you can have confidence that your paint job won’t be ruined in the final stages of repair.
Consistent Swirl-Free Finish, the combined circular and oscillating motion of the 3M™ Perfect-It™ Random Orbital Polisher eliminates the dreaded swirl marks common with traditional rotary tools. Paired with our specially-designed pads, compound and polish, you can expect a consistent high-quality finish on any job big or small.
Designed for All Skill Levels, achieving your ideal finish has never been easier. Whether you’re a painter, detailer, novice or seasoned expert, the 3M™ Perfect-It™ Random Orbital Polishing System was designed to help deliver sleek, consistent results — at any skill level. Let your pride reflect in every polish.
For more information, visit us at 3M.com/swirlfree.
CAR-O-LINER
Car-O-Tronic communicates wirelessly with Vision2™, Car-OLiner’s state-of-the-art measuring software that guides the entire repair process and performs automatic centering, measuring and documentation. Photo-based and easy-to-learn Vision2 presents an intuitive workflow that allows for quick and accurate measuring. Integrated with Car-O-Data®, the world’s largest vehicle database with measurements for over 16,500 vehicles, it is super easy to find the correct measuring points every time!
Powerful and Accurate Measuring Systems for Perfect Repair Results When it comes to measuring systems for diagnostic and/or repair work on collision damaged vehicles, Car O Liner® is the world leader. We offer electronic measuring systems that speed up the repair process, increase repair quality and produce higher revenues for your body shop. ADVANCED SYSTEM FOR UPPER AND UNDER BODY MEASURING Car O Tronic® Vision2™ is the most powerful electronic measuring system available on the market today for collision damage repair. The sensor equipped measuring slide with versatile, built in remote control transmits real time data three times per second to the Vision2™ software. Compatible with nearly any alignment bench, this wireless communication allows the operator to manage the entire measuring process without requiring them to be at the computer. Backed by Car O Data™, our comprehensive photo based vehicle measurement database, Car O Tronic® Vision2™ simplifies measuring point targeting for quick, accurate diagnosis and repair.
SPEED UP THE REPAIR PROCESS The PointX® II measuring tool provides fast and accurate diagnostic measuring so that you can start and complete repairs faster than ever before. It is a lightweight, straightforward, efficient arm that can be combined with Car O Data® and our Vision2™ via Bluetooth connection. The PointX® II derives its strength from new generation technologies, both in the hand-held measuring arm and in the software.
Visit: https://car-o-liner.com/na/ to learn more. 29900 Anthony Drive Wixom, MI 48393-3609. Phone: 248.624.5900 Toll Free: 800.521.9696 November 2023
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SPECIAL PRODUCTS, OFFERS AND EVENTS
CCC® AMPLIFY
Get a great-looking website in minutes Many repair shops have websites that are either outdated or hard to maintain, and some don’t have an online presence at all. The thought of building and operating a website can get overwhelming without technical expertise. But 80% of customers do online research before visiting a company in person. CCC Amplify makes it easier to build a shop’s digital presence by helping to launch a great-looking website in minutes. Spend less time on marketing and more time managing repairs. CCC Amplify: • Uses existing shop information from CCC ONE® to populate your website’s information • Lets you choose from multiple pre-built templates and customize as needed • Includes drag and drop tools, so no coding experience needed • Enables digital appointments and photo estimates out of the box*
Customize as much or as little as you want on a website that reflects the high quality of work your shop provides. * With a CCC Engage subscription CCC and the CCC logo are registered service marks of CCC Intelligent Solutions Inc.
Visit cccis.com/amplify for more information.
POLYVANCE’S NEW 6180 MINI-FUZER HOT AIR PLASTIC WELDING STATION
Small Price, Big Benefits
The new 6180 Mini-Fuzer Hot Air Plastic Welding Station completes the company’s plastic welder lineup, filling the gap between the 5700HT Mini-Weld airless plastic welder and the professional quality Nitro-Fuzer nitrogen plastic welders. The Mini-Fuzer is a cost-effective entry-level plastic welding tool that complies with US, Canadian, and international electrical safety standards. The Mini-Fuzer includes both a hot air welder and an airless welder for making repairs to a wide variety of plastic materials. The hot air welder can be used to make fast, strong repairs on meltable plastics, and the airless welder can be used to repair thermoset polyurethane parts. The kit is packaged with ten plastic welding rod types and stainless steel wire mesh for reinforcement. The Mini-Fuzer is great for repairing virtually any plastic found on cars, trucks, motorcycles, ATVs, kayaks, canoes, recreational vehicles, agricultural equipment, and more.
cool-down, variable hot air flow, and three memory buttons to store commonly used settings. Because it has an onboard air pump, the Mini-Fuzer does not require a compressed air connection, allowing it to be used in mobile repair operations, or anywhere a 120V power source is available. Lightweight and compact, the Mini-Fuzer is easy to transport around the shop from job to job.
The Mini-Fuzer features temperature feedback control on both hot air and airless welders, automatic hot air welder heat-up and
For more information, visit www.polyvance.com or call 800-633-3047. November 2023
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PROMOTION NEW PRODUCT SHOWCASE
PPG DELTRON® NXT™ PREMIUM REFINISH SYSTEM As the next generation of America’s leading solvent brand, the PPG Deltron NXT refinish system offers the latest in premiumquality color accuracy and process efficiency demanded by today’s high production collision center. The PPG Deltron NX T system is engineered specifically to provide excellent process efficiency for the productionfocused collision center—with a complete range of products to suit any operating requirements and conditions. Plus, the Deltron brand has long been regarded by painters for its ease of use and repairability, thereby minimizing redos and further contributing to fast cycle times. • Fast undercoats—an excellent choice of productionminded undercoats, featuring high film build and quick dry-to-sand times. • PPG Deltron NXT Basecoat—providing next level color matching for today’s sophisticated finishes, coupled with a fast air-dry time of just 15 minutes for impressive throughput.
• Clearcoats for every job—from superfast air-dry capability to bake times as low as 9 minutes, NXT production clearcoats deliver excellent gloss and appearance. Customers can also rely on PPG’s industry-leading business support, customer service and local technical support. Flexible online and in-person training options help refinish technicians stay at the top of their game.
To learn more about the PPG Deltron NXT refinish system, visit ppgrefinish.com or contact your local PPG distributor.
THIS SATA SPRAY GUN IS A UNIVERSE UNTO ITSELF This year, SATA once again released an autumn promotion the SATAjet X 5500 Universe.
opens the door to the SATA universe – and can only be used once to register a user.
The SATAjet X 5500 universe is unique and limited. It’s available at your participating SATA dealer now – while supplies last. Every painter who owns a SATAjet X 5500 universe gets access to the new SATA universe. This specially designed online world is regularly fed with new content and promotions. Members can take part in competitions and receive exclusive news and information. Members will be the first to find out about new products – just look under “Sneak Previews”. Immediately after registration, every visitor can look forward to exciting topics in the SATA universe.
Jari Pfander, Head of Marketing and Communication at SATA GmbH & Co, explains the idea behind the promotion, “We want to give something back to our painting specialists and fans of our premium SATA products. Something that goes beyond a simple “thank you for your loyalty”, said Jari. “Anyone who registers for the SATA universe may well feel part of something special. And they are indeed privileged, for example when it comes to first insights of upcoming products. Of course, we don’t want to reveal more than that at this point.”
This online experience is exclusive to anyone who owns a SATAjet X 5500 universe and has secured a place on the website using their SAL number (SATA Authentification Label). This SAL number is a special SATA feature: Usually, the buyer of a product can check online whether they have purchased an original SATA product. In the case of this new special edition, the number also
Check out our SEMA booth #31017 South Hall, 800-533-8016 or www.sata.com/jetx-universe. November 2023
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SPECIAL PRODUCTS, OFFERS AND EVENTS
GAS-CATALYTIC, INFRARED CURING IS NOW PORTABLE
The new US Autocure Talon is a portable infrared incorporating the same unique emitters as larger, in-booth US Autocure systems. The new Talon’s gas-catalytic, medium-wave IR emitters are the most efficient on the market, allowing you to reach curing temperatures faster and hotter than other systems. This impacts the time it takes to cure, but also benefits overall finish quality. The Talon is controlled through a very simple user interface and utilizes patented infrared emitters with the ability to articulate. Emitter articulation allows for a far greater degree of flexibility than other IR systems. The system utilizes 2 standard propane tanks that should yield approximately 50 hours of curing. The Talon is designed for a standard 15-minute cure time. This can be shortened or lengthened by altering the unit’s distance from the substrate and time of exposure. The emitters move up and down and can be tilted approx. 90°degrees forward and back to cure both the side as well as the top of hoods, trunk decks, etc. Ideal for use outside of the paint booth, the Talon has a wide range of applications. For example, the system is perfect for spot repairs or curing individual components and small parts in the
prep area or where no furnace is available. It is extremely wellsuited for fiberglass repair. Seam sealers, panel bond, aluminum repair, plastic welding, and removing adhesives, decals/wraps, or clear chip guard are also great applications for the Talon.
For more information, visit www.usautocure.com/talon.
INFORMATION AT YOUR FINGERTIPS
Scan for a FREE subscription UP-TO-DATE INDUSTRY NEWS AND EVENTS, NEW PRODUCT LAUNCHES AND MORE! November 2023
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COLUMNS
COLLISION COURSE
The Safety-related Parts Backorder Conundrum Although we cannot hold a customer’s property, there are steps we can take to limit our liability me the same thing, and my shop is no different: They have a vehicle that is almost complete, but they cannot finish the vehicle because they are missing a seatbelt, airbag, or a component of the ADAS/SRS system. Since they are missing a critical part to make the vehicle safe, they are telling the customers they cannot release the vehicle because of the liability risk. We are all in the same boat with these issues. But the question we need to be considering is what if the customer demands the release of their vehicle without it being complete. What should shop management do? When I have posed this question to other shop owners and managers, I have gotten the same answer: They cannot release the vehicle because of the liability risk, and they always cite the John Eagle case. I am fine with referencing that case, but I think there are some major differences when discussing a repair that was completed incorrectly versus a repair that is not complete. As a shop, we need to be prepared if a customer demands their vehicle back, even if the repair is not completed and we deem it a safety risk to the customer and a liability risk to our shop. Ultimately, the vehicle is the customer’s property. And if they are willing to pay what is due to the shop for work that has been completed, parts that have been ordered, and anything else owed to us, then we are going to have to release that vehicle. We cannot hold a customer’s personal property on the basis of it being a liability risk for our business; we have to have a legal reason to hold the vehicle. So, let’s talk about best practices that we can put into place to protect our shops if we have a customer who demands their vehicle back before it is complete and safely repaired. Before I give my advice, let me preface this with you should do your best to convince your customer that the vehicle should stay till it is safely repaired. Also, if a customer is going to sue you because of an accident, they are going to sue you no matter what. Telling them the vehicle was safely repaired will not deter a customer from suing you. These are my personal opinions, and you should always consult an attorney when making decisions that affect your business and your liability risks. My first recommendation is that shops need to pay an attorney to draft a waiver of liability for the shop. This should not be an attorney friend, but rather an attorney who specializes in drafting legal contracts. There is a difference. A waiver of
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liability will not protect you from someone who wants to sue, but it will definitely help detract them. In the event you are sued, a waiver of liability will not fully protect you in court, but you will be 100% better off having one. My second recommendation is that you do not give the customer a receipt for payments with a copy of the insurance estimate. You need to draft your own repair estimate for work that you completed and for parts that were purchased. If you have ordered a seatbelt that has not come in and you want to charge the customer for the part, you need to put a line note that the part was not installed and will be delivered once it is received. There should be no labor listed for installation of the part. Third, I would also recommend that you do not list the insurance company name or claim number on your repair estimate and the final invoice you are giving the customer. You want to separate yourself as much as possible from the insurance company’s indemnification process. Fourth, I would make sure you have a note on the estimate and final invoice stating it is your recommendation that the customer does not pick up the vehicle due to the safety risk and that the customer is knowingly picking up the vehicle and assuming all liability risk. I would also have them initial it and make a copy for your records. Fifth, I would make sure all Insurance checks, including supplement checks, are sent to the customer, even if you have to have checks reissued. I would have the customer cash those checks and pay you directly. Again, you’re trying to separate your shop as much as possible from the indemnification process. I do realize that a shop will probably have sent in supplements to the insurance company, which, puts themselves in the middle of the indemnification process. But without completely changing how you handle claims in a shop, that is a risk you will just have to accept if you run into an issue where the customer is demanding the release of their incomplete vehicle. Ultimately, will all these steps protect us against a lawsuit? The answer is no. Your goal is to deter customers from picking up their unfinished vehicles. Then if the customer does pick up the unfinished vehicle and something happens and there is a lawsuit, you want to make sure your attorneys have as much supporting evidence as possible to defend you.
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TIFFANY MENEFEE
has more than 20 years experience in the insurance business and now runs a collision repair shop in El Paso, Texas.
EMAIL:
tiffanykaymenefee@gmail.com
ARCHIVE:
fenderbender.com/menefee
fenderbender.com
JOE GRETO
Every shop I have run into lately has told
SPONSORED CONTENT
TIPS FROM THE GRIDIRON TO STRENGTHEN YOUR BUSINESS ProColor Collision franchisee, Tony Buryakov, shares the advantages of playing on the ProColor Collision Team.
Managing a business and a football team are two completely different endeavors. Still, there are striking similarities regarding leadership, strategy, preparation, agility, teamwork and achieving goals. ProColor Collision franchisee Tony Buryakov, who recently opened his third shop in the greater Sacramento, California area, has found growing success as part of the ProColor Collision team. “Just like a winning football team, a wellmanaged business can achieve remarkable success when all the pieces come together,” said Buryakov. “From the beginning, the ProColor Collision team has worked together to help me build a winning culture, maximize performance, create efficiencies, and achieve my goals. ProColor Collision is built on a foundation of teamwork and offers numerous advantages to help franchisees thrive.” The gameplan for business success includes: Continuous Training & Development Football teams invest heavily in training and development to improve their skills. Similarly, with constant changes in automotive technology and equipment, ongoing learning and development are imperative to shop success. ProColor
Collision training programs get franchisees off on the right foot in all aspects of their business. For customer service, estimating, technology, I-CAR evaluation support or industry resources, the coaching staff is available and stays actively engaged from day one. Strong Support Network While the quarterback’s skills are imperative to team success, true magic happens only with the strength and support of the linemen. Buryakov appreciates the sales, operational and marketing support provided by the corporate team, and the insight of other franchisees from across the network. Each provides knowledge and experience to help troubleshoot challenges or provide guidance. “Also valuable are the relationships with fleet companies, OEMs, suppliers and insurance companies that I wouldn’t have achieved on my own,” said Buryakov. “From network-based pricing from suppliers and partnerships with technologies that help my shops run more efficiently, to a team who knows the intricacies of working with national and regional insurance companies, I gain advantages I never had when I owned independent shops.” Focus On The Fundamentals Blocking and tackling are to football what revenue and expenses are to business. While you may have a creative play or two to help when you’re in a tight spot, consistent success comes from focusing on the fundamentals and executing proven processes.
ProColor Collision shops leverage an established combination of tools, standards and procedures that consistently deliver improved shop performance and business growth. “My business decisions aren’t trial and error,” said Buryakov. ”The advice I receive, including standardized operating procedures and systems to optimize efficiency and productivity, have a track record of success at shops across the network.” Be Open To Making Adjustments Sticking to the playbook makes sense until it doesn’t. Sometimes, you need to call an audible when market conditions change or other unexpected circumstances arise. ProColor Collision helps franchisees adjust their approach when necessary to stay focused on the future and maintain longterm success. While all ProColor Collision franchisees are independent business owners, they are also part of a collaborative team. “ProColor Collision offers many advantages, all rooted in the power of teamwork,” said Buryakov. “The support network, established brand reputation, comprehensive training, ongoing support, economies of scale, marketing assistance and streamlined operations are all designed to help auto body shops cross the goal line and win the game of business – and life.” To learn more about ProColor Collision and the opportunity to join the team, visit procolor.com.
Fix Network U.S. is the leading global automotive aftermarket services network which includes ProColor Collision. The family of brands spans more than 2,000 points of service internationally.
COLUMNS
DUE PROCESS
Technician Shortage: Really?
Instead of accepting an alleged technician shortage, it’s time to challenge convention and accept responsibility for our own futures. one of the key challenges that continuously comes up is the challenge of staffing. Whether it is a lack of technicians, or recruiting and retaining good talent, the question remains: are we truly experiencing a technician shortage? The answer isn’t so straightforward. There may be indeed an overall shortage in certain market areas, but I challenge the belief that we are at the mercy of one’s interest in pursuing a career in collision repair. It is not enough to accept that there is a technician shortage and that there is nothing we can do about it. Instead, let’s start to ask a different question: what are we doing differently? How can we create an environment where people would want to work in our store, a petri dish for growth, if you will. In the long run, this is the only way that any of us will be able to sustain and grow our businesses. So, instead of accepting an alleged technician shortage, let’s ask ourselves what our solutions to staffing will be today, tomorrow, and 10 years from now. It’s time to challenge convention and accept responsibility for our own futures. As shop owners, creating this kind of environment is up to us. We can start by looking for ways to make our businesses more appealing to technicians by providing competitive salaries and benefits, offering f lexible hours, and creating a culture that people want to be a part of. The key here is simply embracing change and the opportunities that change brings. To continually prosper in the collision repair industry today, we have to get GREAT at embracing change. Any level of prehistoric thinking will ultimately leave you extinct. Beat the streets: Since 2018, I have worked very closely with several of the local technical schools at both high school and college levels. Among those programs, I found one alarming consistency. The number-one most common trait was an abundance of program funding. There is money coming from all directions: through state
November 2023
grants, our jobbers, vendor donations, etc., followed closely by classrooms filled with students and exhausted instructors. As I began to peel back the onion, I noticed that although the rooms were full and the classes were adequately funded, engagement was very low. Further research uncovered that the educational administration teams were being incentivized to merely keep the classrooms full. Therefore, they were doing just that and assigning students to these programs as mandated electives when they have little to no interest in our field. The instructors struggled getting the students’ buy-in, handicapping the program’s ability to teach state-provided curriculum, and in turn providing no qualified students at the end of the school year, only to circle back the following year and look for ways to spend the incoming funds again. To me, it was an obvious vicious cycle. Since then, we have provided the instructors with our apprenticeship program and work very closely with the ground-level staffing to ensure the curriculum meets state requirements. It is specifically taught under the currency of what we are seeing today in our stores, and the programs are now producing some of the most loyal team members we have today. This realization led us to question our traditional methods of recruiting and training technicians. Instead of relying solely on who applied to our hiring ads, we have investigated alternative options such as partnering with local community colleges or even creating our own in-house training programs. By taking a hands-on approach and being actively involved in the education process, we can shape the curriculum and develop a pipeline of skilled technicians for our businesses. Let’s challenge the status quo and embrace innovative hiring practices to build a strong and sustainable future for our industry. Together, we can overcome any staffing challenges and continue to thrive in the collision repair world. The power is in our hands, so let’s use it to shape a better tomorrow for all of us, technicians included.
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D R E W B R YA N T has been
the owner of DB Orlando Collision since August of 2011. A 20 Group leader, in-demand conference speaker and award-winning shop owner, Bryant takes a non-traditional approach to process implementation, lean process development, & overall operational experience while remaining dedicated to his staff’s personal and professional development.
EMAIL:
drew@orlandocollision.com
ARCHIVE:
fenderbender.com/bryant
fenderbender.com
STEVEN PARKS
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Rafael and Simon | 21 Years of Service Rafael is a Warehouse Worker/Cross Dock Driver & Simon is an ISC | Kansas City, KS
Meet identical twins, Rafael, a Warehouse Worker, and Simon, an Inside Sales Consultant, at our Kansas City, Kansas location. Rafael and Simon are two of the more than 45,000 men and women of LKQ who share the passion for providing the best possible parts and service for our customers. This year, as LKQ celebrates 25 years of providing choice in vehicle repair, we honor those, like Rafael and Simon, and all our employees, for the passion they bring to their job, every day.
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