Reduce setup time by 6X versus mechanical measurements.
UNLEVEL FLOOR COMPENSATION
Eliminate failed calibrations due to uneven surfaces.
INTEGRATED WHEEL ALIGNMENT PRE-CHECK
Ensure your workflow follows OEM-sourced procedures.
ADVANCED MODULAR ADAS
SIDEAIRBAG GONFLABLELATÉRAL
⁄O⁄⁄O⁄⁄⁄⁄⁄⁄O⁄⁄⁄⁄J⁄⁄YO⁄⁄⁄⁄⁄H
•⁄o notlean againstthedoor⁄
•⁄o not use seat coversthat block side airbagdeployment⁄
⁄ee owner’s manualfor moreinformation⁄
WARNIN AVERTISSEMENT
Order Labels From Our Easy To Use App Download By Scanning Below! New and Improved ADL App Now Available!
⁄O⁄⁄É⁄⁄⁄⁄⁄⁄⁄⁄B⁄⁄⁄⁄⁄⁄⁄⁄ ⁄⁄⁄⁄⁄⁄O⁄⁄O⁄⁄⁄⁄⁄⁄⁄⁄
•⁄e vousappuyez pascontrelaporte⁄
•⁄’utilizez pas un couvre⁄siège qui p tbloquerledéploiementdu cou blelatéral⁄ ⁄oirle n cteur pour depl n nts⁄
ConformU.S.EPAclass/s Californiaclass/ d : P Group: FGMXV Evap: FGMXR0 SFI/HO2S/TWC, OBD:II
i peutbloq ussingonflablelaté l u conducteur gneme
TOTAL 4 FRONT 2 REAR 2
SEATINGCA
Thecombinedweightofoccupantsandcarg o d everexceed 352 kg or 776 lbs. EOWNER’S TIREANDLOAD RMATION
And
ONCONTROLINFORMATION
Conforms ations: 2016 MY Not for sale in states with California emissions standards TWC/HO2S/WR-HO2S/CAC/TC/DFI 2.3 p:GFMXV02.3VJW Noadjustments Fuel: Gasoline ABZ
BY JAY SICHT
BY JAY SICHT
EDITORIAL
Chris Jones Group Editorial Director
Jay Sicht Editor-in-Chief
Abdulla Gaafarelkhalifa Associate Editor
Kacey Frederick Assistant Editor
Emily Kline Special Projects Editor
Leah Marxhausen Special Projects Editor
Drew Bryant Contributing Writer
Tiffany Menefee Contributing Writer
Greg Lobsiger Contributing Writer
Noah Brown Contributing Writer
Lindsey Gainer Contributing Writer
Todd Kortemeier Contributing Writer
EDITORIAL ADVISORY BOARD
Jordan Beshears Steve’s Auto Body
Sheryl Driggers Collision Advice
Frank Rinaudo Industry Consultant
Jason Mundy Mundy’s Collision Center
Stan Medina Certified Collision Works
SALES
Chris Messer VP/Market Leader - Vehicle Repair Group
Andrew Johnson Associate Publisher ajohnson@endeavorb2b.com
Endeavor Business Media, LLC 571 Snelling Ave N Saint Paul, MN 55104 tel 651.224.6207 fax 651.224.6212
The annual subscription rate is $90 (U.S.A. only) for companies not qualified to receive complimentary copies of FenderBender.
LETTERS TO THE EDITOR 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.
CELEBRATING THE COLLISION REPAIR INDUSTRY STANDOUTS
Our FenderBender Award and Best Repair Planner/Estimator Award winners stand out from their peers
DURING OUR INTERVIEW for this month’s article, 2024 FenderBender Award winner Amber Alley recalled a recent incident involving a Waymo self-driving car for the Uber ride she’d requested. The “confused” car couldn’t figure out how to reach her pickup spot, instead directing her to walk three blocks in the 112-degree Scottsdale, Arizona, heat. Unsurprisingly, that ride got canceled. But it points out just how fast technology is advancing in the vehicles our readers will inevitably be repairing in the near future. At the same time the technology is flawed, conscientious collision repairers will be concerned with restoring crashworthiness and accident-avoidance by following OEM repair procedure, including scanning and calibrations for advanced driver assistance systems.
As I mention in the article, we selected Amber for her role in fostering team-based work structures, OEM certification, training, and quality repairs. And meanwhile, she’s found the time to serve in leadership roles in the Society of Collision Repair Specialists (SCRS), including currently serving as chairwoman of the organization.
Our FenderBender Award has been a highly anticipated yearly feature for about a decade and a half. And this year, we wanted to also recognize those individuals who perform at a higher level in capturing all required repair procedures, including scanning and calibrations, for our Best Repair Planner/Estimator Award from FenderBender and ABRN. Judging by the number of entries we received and the interest from sponsors, it was an honor that was sorely needed. It was tough for our panel to select finalists. But when it came to the estimate exercise, designed and judged by Mike Anderson and his staff at Collision Advice, there was one clear winner. Anthony McNee, one of the blueprinters at his father’s shop, Ultimate Collision Repair, in Edison,
New Jersey, documented on the estimate the critical safety-related repair procedures Anderson was looking for.
We will be presenting the awards to Amber and Anthony at the Collision Industry Red Carpet Awards ceremony at the SEMA Show in November.
I want to thank sponsors of both our awards, and especially for our inaugural Best Repair Planner/Estimator Award: AkzoNobel, asTech, Collision Careers, Elitek, FinalQC, Goliath Carts, PPG, and Sun Collision, with a special thanks to Mike Anderson and his staff at Collision Advice, without whom we would not have been able to include the critical estimate exercise component.
For all who took the time to nominate someone for either award, thank you and please know it was a painstaking process to select finalists and then the winner. I encourage you to nominate your person again, or another, if you think he or she may be more deserving. I appreciate your interest and support, and I hope to see another flood of entries next spring.
JAY SICHT EDITOR-IN-CHIEF jsicht@endeavorb2b.com
RESEARCH FINDS LITTLE EVIDENCE THAT PARTIAL AUTOMATION PREVENTS CRASHES
Recent research from the Insurance Institute for Highway Safety and the Highway Loss (IIHS-HLDI) indicates that partial automation systems in vehicles do not provide additional safety benefits beyond existing crash avoidance features like automatic emergency braking (AEB).
Despite being available in more than half of the new models for sale in 2023, these systems require drivers to remain attentive and ready to take over, as they cannot handle many routine traffic situations, potentially leading to a false sense of security.
Studies using insurance claims data show that while crash avoidance features reduce the frequency of claims, partial automation systems do not significantly add to these benefits. Adaptive cruise control (ACC), a component of partial automation, promotes safer driving behaviors like maintaining longer following distances, but it has not shown significant additional safety benefits in reducing crash rates.
Jessica Cicchino, senior vice president for research at IIHS, conducted a study comparing police-reported crash rates for the same BMW and Nissan vehicles that HLDI studied. She found substantial reductions in crash rates associated with crash avoidance features. However, vehicles with ProPILOT Assist showed even larger reductions in crash rates. Interestingly, these benefits were consistent across both highspeed and low-speed roads, suggesting other factors might be at play.
One such factor may be the vehicles’ headlights. Cicchino discovered that the rate differences were greatest in the dark, likely due to better-rated headlights in ve -
hicles with ProPILOT Assist. This suggests that the quality of headlights could play a significant role in crash rates.
Cicchino concluded that partial automation should not be confused with a safety feature. Despite the convenience it provides, it requires drivers to remain vigilant and ready to take control at any moment. This can be challenging as the technology can induce a false sense of security and cause drivers to tune out. Therefore, safeguards are essential to reduce the risks that drivers will zone out or engage in other distracting activities while partial automation is switched on.
While partial automation systems offer convenience and promote some positive driving behaviors, they do not necessarily enhance safety beyond what is already provided by crash avoidance features. As such, they are more akin to convenience features like power windows or heated seats rather than safety technologies. It’s crucial for users and regulators alike to understand this distinction to ensure the safe and effective use of these systems.
CARSTAR is a collision repair network made up of independent owners focused on delivering the highest quality repairs. By joining forces with over 700 other stores across North America, you will be able to leverage a larger scale of support to overcome any obstacle.
The LKQ Refinish Division is a leading distributor of Automotive Refinish Paint, Fleet & General Industrial Coatings and associated refinish products throughout the US and Canada. This division was formed by joining our well-known Keystone Automotive Paint, Body and Equipment business with our recently acquired FinishMaster business. Our experienced team is dedicated to providing the products and services necessary to help grow your business.
• Abrasives
• Body Repair
• Detailing
• Refinish & Coatings
• Safety
• Tools & Supplies
Whether you have a collision repair business or a restoration project, we carry all of the brands you trust to get the job done.
GETTING A SECOND (DIGITAL) LOCK ON YOUR BUSINESS
No one is safe from a cyberattack, according to David Willett of Spark Underwriters.
BY ABDULLA GAAFARELKHALIFA PHOTO:
TECHNOLOGY HAS BEEN BOTH one of our greatest strengths and weaknesses in recent years. This became particularly evident in the automotive sector when CDK Global announced in late June that it had fallen victim to a ransomware cyberattack. This led to 15,000 new-car dealerships across North America going offline and being unable to conduct business as usual.
Who is CDK?
CDK Global is an American multinational corporation based in Austin, Texas. The company provides data and technology to the automotive, heavy truck, recreation, and heavy equipment industries. CDK Global offers integrated information technology and digital marketing solutions to these industries. Their products help integrate clients’
buying processes and include targeted advertising and marketing, as well as products for the sale, financing, insuring, parts supply, repair, and maintenance of vehicles.
Many of these dealerships provide collision repair services, such as the Asbury Automotive Group. As one of the largest automotive retail and service companies in the U.S., it operates 37 collision repair centers nationwide.
The Aftermath
The most common effect reported by dealerships is that overall business has slowed. The Associated Press (AP) reported that a spokesperson for Stellantis mentioned that their dealerships had switched to manual processes to serve customers, which includes hand-
writing orders. Several news outlets reported that the same goes for ordering OEM parts.
Another spokesperson from Hawk Auto Group, a Westmont, Illinois-based dealership operator that uses CDK, lightly commented to AP that these workarounds are reminiscent of what operating a dealership was like prior to the increased use of computers.
These incidents should not be seen as isolated, either. According to an April 2024 Ransomware Task Force report by the Institute for Security and Technology, there was a 37% increase in ransomware attacks on critical infrastructure reported to the FBI from 2022 to 2023. The number of overall ransomware attacks increased roughly 18%, costing victims over $1 billion in crypto payments, according to the report. David Willett, chief underwriting officer at Spark Underwriters and cybersecurity expert, mentioned that cryptocurrency is a common method of payment exchange when it comes to ransomware attacks.
CNN reported, according to multiple sources, that CDK met the hackers’ demands and paid nearly $25 million to them. This is a hefty price to pay, even for a multi-billiondollar company, and perhaps even more challenging for a smaller MSO or an independent shop that falls victim.
As of July, if true, this would be just a part of the greater cost that this attack is costing the multinational corporation. As of July 24, CDK is facing at least eight lawsuits, according to CBS News, from dealerships that were affected by the June cyberattack.
The Bigger Picture
Willett believes that CDK is another example of a malicious actor gaining access to a digital system. “It really doesn’t matter how they got in, because what they ended up doing is they got into something that’s a vulnerability within the system,” he said.
These vulnerabilities often originate from reused code packed into DLLs (dynamic link libraries). To identify potential vulnerabilities in your system, you can search for known software vulnerabilities on the web.
Imagine you’re building a Lego castle. You have different types of Lego blocks for different parts of the castle - some for the walls, some for the towers, and some for the gates. Now, instead of building each part from scratch every time, wouldn’t it be easier if you had prebuilt sections? Like a pre-built wall or a tower that you could just attach to your castle? That would save you a lot of time and effort, right?
In computer programming, a DLL (dynamic link library) is like those pre-built Lego sections. It’s a collection of small programs, or ‘blocks of code’, that can do specific tasks. When a bigger program wants to do something, like display a picture or connect to the internet, instead of
FenderBender has reached out to CDK for further comment, but their senior manager of external communications, Lisa Finney, declined interview requests and has not provided any statements.
building that functionality from scratch, it uses one of these ‘blocks of code’ from the DLL.
Now, relating to the CDK cybersecurity situation, using our Lego analogy, imagine if one of the pre-built Lego sections had a loose brick. If you used that section in your castle, your castle could have a weak spot. In the same way, if a program uses a DLL with a vulnerability, it could be a weak spot that bad guys (hackers) could use to break into the program.
These vulnerabilities are often hidden due to the reuse of code in systems, making them prevalent throughout all systems. Even if a patch is available, the problem persists because these vulnerabilities are often concealed within the system.
Willett uses the analogy of a bank robber to explain the situation. Just as a bank can be robbed despite having a safe and guards, your system can be infiltrated because it has areas without safeguards due to its design. Despite cybersecurity efforts to protect these systems, if an intruder bypasses the
initial barriers (like clicking on a malicious email), they can gain access to the system due to these known software vulnerabilities.
Being Proactive Versus Being Prepared
Willett suggests that shop owners and operators have an intelligent conversation with their insurance provider and IT department to ensure recommended procedures are in place.
One of the practical tips Willett shared is to have separate Wi-Fi networks for the shop and customers, and to ensure employees do not use personal devices on the shop’s Wi-Fi.
“If they (employees) are using their personal devices on your shop Wi-Fi, then they’ve introduced everybody that they connect with and talk to all the time.” A common immediate response he receives after giving that last piece of advice is “we’re going to change that.”
He also recommended using VPN services on phones and computers to enhance security and prevent unauthorized access.
Willett said that companies often rely on backups to restore systems and assess the extent of data exposure. He pointed out the complexities involved, including the potential presence of attackers in backup systems.
During his interview with FenderBender, Willett made it clear that being proactive is far more important than being prepared solely through insurance. The reason is if it is publicly known that a company has a ransomware policy, that translates to hackers knowing they’re more likely to give them the money they demand.
No One is Safe
CDK’s services can make them seem like a prime target for hackers, but Willett tells FenderBender that no one is safe.
“Anyone could be a victim,” Willett said. “I will tell you from my experience working in cyberspace, that I think there are nefarious actors that have been in and out of about every system they want to.”
A TEACHER’S LIFE AT THE ASE INSTRUCTOR TRAINING CONFERENCE
By ABDULLA GAAFARELKHALIFA
A QUOTE ABOUT teaching that’s often attributed to Albert Einstein is,“I never teach my pupils; I only attempt to provide the conditions in which they can learn.”
PHOTO: ABDULLA GAAFARELKHALIFA
The ASE Education Foundation has certainly followed Einstein’s philosophy on teaching through the 2024 ASE Instructor Training Conference. This one-week event is a humble reminder that instructors are also learners in this constantly changing industry.
3M
The most notable part of the first day was the day-long visit to the 3M Skills Development Center in St. Paul, Minnesota. The event was filled with informative sessions led by industry experts and provided attendees with valuable insights into various topics.
Instructors were welcomed to a clean room with a polished floor, 24 personal workstations, Car-O-Liner and Pro Spot equipment, and an array of 3M products. The workshop began with a 30-minute introduction
to shop tools, equipment, and layout, led by 3M Senior Technical Service Engineer Shawn Collins. This was followed by a session on panel removal, where Collins identified the proper abrasives and procedures for grinding welds and removing panels.
He then led a 45-minute session on weld bonding, focusing on the replacement of panels and the proper cleanup of adhesive, followed by a deep dive into the science behind weld-through primer.
To the untrained eye, there might not be a noticeable difference between collision repair students and instructor students. Collins explained to FenderBender that the difference lies in the education of the instructors, which is based on “the science of why,” as he describes it. Some students need to understand why they must do
things in a specific way to retain the information. Often, instructors don’t know how to answer the why, which is where ASE and 3M step in.
The morning sessions concluded with a one-hour deep dive into the science of primer and e-coat replication and bare metal application cautions. This session, led by 3M Application Engineer Ryan Marrinan, compared 1K primer vs. 2K primer.
Marrinan wanted instructors visiting 3M that day to also move away from what he called “tribal knowledge,” defined as a lack of desire to change practices, even for newer vehicles.
Newcomers to the field might find it humbling to see seasoned repairers learning new tactics and methods for common practices in the field. They might even review high
Work Hard, Play Hard Instructors and other attendees hand out radio-control cars for test drives at the ASE Instructor Training Conference on Wednesday, July 17.
school-level science, such as why it might be a bad idea to weld magnesium.
The afternoon sessions began with a two-and-a-half-hour session on OEM bead replication techniques in seam sealer applications, led by Marrinan, followed by a one-hour session on the application and performance of cavity wax.
The biggest “wow” that came from the instructors came from Marrinan’s demonstration of the OEM Match Sprayable Air Supply Kit.
Instructors were not the only ones at the development center. Middle and high schoolaged children were at the center getting an interest in the auto industry through building RC cars as part of Nitro-X.
Nitro-X
Nitro-X camps, a program hosted by Minnesota state colleges and high schools through the Minnesota State Transportation Center of Excellence, offer middle and high school students a unique opportunity to explore careers in the transportation industry.
The camps use hands-on activities with radio-controlled cars to facilitate technical skill-building and career exploration. They cover various fields within the transportation industry, including automotive technology,
auto body/collision repair, diesel, heavy equipment, and powersports.
Under the guidance of industry professionals, participants engage in practical tasks such as preparing and painting radio-controlled car bodies, using materials and techniques that reflect real-world applications.
In addition to these hands-on activities, the camps include tours of local businesses, such as the 3M Skills Development Center during an instructor workshop. This provides students with a comprehensive view of the transportation industry. Previous tours have included visits to car dealerships and auto body shops.
The development center in St. Paul could be seen as more eye-opening to the kids as the interior was packed with mural-style wall art. The outside space was also ideal for the young gearheads to practice racing their RCs.
Some of the vehicles that students built were showcased on Wednesday, July 17, during the conference.
“Our goal for the Nitro-X social event is to show how the program works to those attending the instructor training conference and have some fun with the instructors by actually racing the cars,” said Mike Coley, president of the ASE Education Foundation, in a news release about the
showcasing. “Instructors can take home the Nitro-X concept and launch summer camps and programs in their communities to inform more middle school students about education and career opportunities in our industry. This is another way we can reduce the technician shortage.”
Halfway through the conference week, instructors and industry leaders got to race the RC cars while they socialized in a room filled with laughter, the aroma of delicious fried foods, and drinks that the builders of the RC cars were likely not old enough to enjoy.
Instructor Seminars
The core of the conference was, of course, the classes. FenderBender staff were able to attend two.
SATA USA hosted a seminar where instructors covered essential topics related to spray guns but emphasized the importance of proper air volume and pressure.
Tony Larimer, SATA USA’s director of sales and marketing, led the entire event. Larimer highlighted key considerations for achieving optimal performance:
Air Volume and Pressure: Proper air volume is critical. This begins with selecting the right compressors and ensuring correct plumbing in your shop. Adjustments on
spray guns, using regulators that provide sufficient air, help set pressure correctly and maintain consistency.
Avoiding Excessive PSI: Larimer cautioned against increasing PSI unnecessarily. Typically, only 29 PSI is needed at the spray gun. Higher PSI can result in high-velocity spray, leading to uneven surfaces and blotches. Many shops run higher air pressure (as much as 90 to 130 PSI) throughout the shop. If the painter has to reduce that pressure at the spray gun with its built-in air micrometer, it chokes off the air supply. High-volume, low-pressure (HVLP) and reduced pressure (RP) guns perform at their best when the wall-mounted regulator in the booth or prep deck is set close to the desired operating pressure and the micrometer is used only to fine-tune the spraying pressure to 29 PSI.
Imagining Airflow: To illustrate the concept, Larimer asked attendees to visualize breathing through different straws. A fast-food straw provides more volume, allowing for sufficient airflow, while a narrower straw (like those used for stirring drinks) restricts airflow volume.
The seminar also served as an excellent platform for sponsors like SATA to showcase their products, including multi-purpose cups
and filters. Dana Davis from Southeast Technical College in Sioux Falls, South Dakota, praised SATA’s user-friendly product line and emphasized the importance of proper maintenance.
Physical products weren’t the only things being showcased during the conference. The ASE Instructors Training Conference also acted as a place for I-CAR to further unveil their latest educational program, I-CAR Academy.
The I-CAR seminar was presented by Terry Ticel, the associate vice president of collision repair for I-CAR, and Tom McFinch, the senior manager of field sales for career and technical education for I-CAR.
The focus of the seminar was the methodology behind the curriculum of the I-CAR Academy. It highlighted the differences between the new program and the PDP-EE, the ease of use of the new program, and a preview of the online interface for both instructors and students.
The most surprising revelation during the seminar was undoubtedly the price of the new program.
The I-CAR Academy is priced at $1,200 per annual license (July 1 - June 30) with no additional student fees, no end-of-program fee, and unlimited student access. Granted, the PDP-EE was $100 cheaper, but it became
more expensive when you consider the $100 per end-of-program exam and the $50 per student addition.
Many who attended the seminar voiced that the institutions they come from often take issue with the cost of the curricula they use. Some have said they feel that they will have an easier time convincing their schools that they can utilize the I-CAR Academy.
A major difference between the I-CAR Academy and PDP-EE that McFinch emphasized during the presentation — and directly with FenderBender — is who the I-CAR Academy serves, as a learning tool, is really for.
“I-CAR Academy is an entry-level program that really starts the technician from the basics,” McFinch said. “This program is going to take a student, who doesn’t know the difference between a slide hammer and a sledgehammer, and develop them to acquire the entry-level skills they’re going to need to become the most successful in the industry. We’ve talked to shop owners, and these are the five skills they’re telling us that technicians need.”
These five skills, or badges as they’re marketed as, include:
• Collision repair fundamentals
• Disassembly and reassembly
• Plastic repair
• Aluminum and steel small dent removal
• Preparation for refinish
How ASE Feels About the Event
On July 31, ASE issued a press release in which the conference was described as an “inspiring and productive instructor training conference,” which many instructors can agree with.
In the same release, Mike Coley, president of ASE Education Foundation, stated, this: “Preparing students for the future of automotive technology is paramount, and this session equipped conference attendees with the knowledge and insight needed to implement effective programs at their schools.”
The Art in Auto Paint Mural inside 3M Skills Development Center in St. Paul on Monday, July 15.
Tailored systems, unmatched precision, crafted for your shop.
LIGHT HITS
FENDERBENDER’S CHRIS MESSER JOINS AUTOMOTIVE COMMUNICATIONS COUNCIL BOARD OF DIRECTORS
The Automotive Communications Council (ACC) announced the newly elected vice president and board members for the 2024-2025 term, according to a news release in July.
Joining the board of directors is Chris Messer, VP/group publisher of Endeavor Business Media’s Vehicle Repair Group, which publishes FenderBender, ABRN, and six other automotive brands.
Senior Marketing Specialist at DENSO Products and Services Americas Inc. Chris Feist will also be joining as a board member.
Leyla Saad, ZF’s brand activation manager, will be taking the role of vice president. Former Vice President Patrick Cronin, a marketing manager at NTN Bearing Corporation of America, will become president, with EXTEND GROUP Founder Shawn Collins continuing to provide guidance as immediate past president.
“We are poised for a transformative year ahead,” said Cronin. “I am honored to lead such a dynamic team and excited about the fresh perspectives that Leyla, Chris, and Chris will bring to our board.”
PARALYZED VET RECEIVES RECYCLED RIDE
In July, a decorated U.S. Army veteran who was paralyzed in a training accident was presented with an adaptive vehicle to provide him with independence. This was made possible by the National Auto Body Council Recycled Rides program, along with event host PPG, car donor Allstate, and collision repair partner North Park Collision Center of San Antonio, Texas.
Karlton Berry, a NASCAR fan and member of PVA’s Central Florida Chapter, received his Chevrolet K1500 on Sunday at the “Yard of Bricks” by the Pagoda of the legendary track before the Brickyard 400 Presented by PPG. His refurbished Chevrolet K1500 was outfitted with an automatic seating system to transfer into the vehicle, mechanical hand controls, and a hoist to lift his wheelchair.
“We are so honored to present this
vehicle today to Sgt. Karlton Berry and help restore his independence and ability to care for his family through the gift of reliable transportation,” said Scott Sampley, chairman of the NABC board of directors. “Thank you to our partner PPG for hosting this event at this historic racetrack, and to Roger Penske for his support of the Paralyzed Veterans of America. Together with all of our partners, we truly are able to change and save lives.”
The partners in the NABC Recycled Rides gifting included PPG, which was the presenting sponsor for the event; Allstate, which donated the vehicle; North Park Collision, San Antonio, Texas, which refurbished the vehicle; Lockheed Martin, whose support made the vehicle adaptations possible; Paralyzed Veterans of America, along with Freedom Mobility Foundation, which nominated Sgt. Berry; Freedom Mobility Foundation, which funded the vehicle move and Sgt. Berry’s trip to Indianapolis; Mobility Works, which performed the modifications on the vehicle; and Burnside Express Collision, which provided storage, detailing, and transportation to the event.
Staff Sergeant Karlton Berry entered the U.S. Army in 2005 and served for 13 years as an Intelligence Analyst with the National Security Agency. He deployed to Afghanistan for one year and also to Korea. Berry earned the Combat Action Badge, Joint Service Achievement Medal, and Afghanistan and Korea Service Ribbons. He was a drill sergeant at Ft. Sill, Oklahoma, for three years before his retirement in 2018. During a rappelling training exercise, Berry was severely injured from a 50-foot fall, crushing his spine and becoming paralyzed. Since his injury, PVA has supported Berry with hunting, fishing, and cycling activities, as well as trap-shooting and learning to kayak. Now a member of PVA’s Central Florida Chapter, Berry is a single parent and father of three, ages 14, 9, and 8.
“This is an unbelievable gift, and I am so grateful to all of the people and companies who made it possible,” said Berry. “To be here at the Indianapolis Motor Speedway and meet some of my racing heroes like Jeff Gordon, who was my favorite driver
when I was a kid, Richard Petty, Bubba Wallace, Ryan Blaney, and Mr. Penske was amazing. And to receive such an amazing truck that will provide me freedom and independence and allow me to return to living my life is amazing.”
“PVA is honored to partner with NABC, Freedom Mobility Foundation, and all of the partners who made this incredible opportunity happen for PVA member Karlton Berry,” shared Carl Blake, CEO of Paralyzed Veterans of America. “Independence is one of the foundational principles of PVA, and gifting this fully customized, accessible truck to Karlton will enhance his ability to live the independent life he deserves.”
Additional support was provided by Paralyzed Veterans of America, Freedom Mobility Foundation, Lockheed Martin, Mobility Works, Burnside Express Collision, and Indianapolis Motor Speedway.
ASE EDUCATION FOUNDATION HONORS COLORADO TEACHER WITH BYRL SHOEMAKER AWARD
Brian Manley, an automotive teacher and department head at Cherry Creek Innovation Campus in Centennial, Colorado, was honored as the 2024 Byrl Shoemaker/ ASE Education Foundation Instructor of the Year during the ASE Instructor Training Conference held in July in Minneapolis.
An outstanding teacher, Manley helps prepare his students for SkillsUSA competitions and places them in internships at local automotive repair businesses. Once students are placed in the industry, he ensures they are doing well by visiting them at the repair facilities. Manley advocates for various ways to support students, including building a female community in automotive and achieving a 90 percent retention rate among all his students.
An ASE Master Technician, Manley has served as an Active Evaluation Team Leader (ETL) for the ASE Education Foundation, helping schools become accredited. He has also served on the board of directors for the National Automotive Technicians Education Foundation (NATEF) and has helped write ASE test questions. Manley encourages
his automotive students to complete the entry-level ASE certification to give them an advantage when looking for a job and pursuing professional certifications.
“Brian is an exceptional instructor who has demonstrated unwavering dedication and commitment to nurturing the next generation of automotive service professionals,” said Steve Day, principal at Cherry Creek Innovation Campus and the individual who nominated Manley for the award. “Brian’s passion for technical education is unparalleled. As an instructor within our ASE-accredited automotive program, he consistently goes above and beyond to inspire and mentor our students. His tireless efforts in curriculum development, hands-on training, and industry engagement have significantly enriched the educational experience for aspiring automotive technicians under his guidance.”
As the Byrl Shoemaker Instructor of the Year, Manley received an expensespaid trip to attend the ASE Instructor Training Conference, where his award was announced at the opening session. He will also be recognized at the annual ASE Service Professionals Recognition Awards banquet held on Nov. 20 during the ASE board of directors meeting in New Orleans.
“Each year we have an exceptional group of candidates nominated for the Byrl Shoemaker Instructor of the Year award, and this year was no exception,” said Mike Coley, ASE Education Foundation president. “Not only did Brian stand out as an exceptional instructor, but he is also committed to helping his students outside of the classroom, placing them in meaningful internships to help them excel in careers as automotive service professionals. We congratulate Brian on this prestigious honor and thank him for all he does on behalf of his automotive students.”
RESULTS 2024 I-CAR BOARD OF DIRECTORS ELECTION
The Inter-Industry Conference on Auto Collision Repair (I-CAR) announced the results of its 2024 board of directors’ election, according to a news release. The election saw enthusiastic participation from I-CAR members,
resulting in the approval of four leaders to fill open board seats.
Two current board members have been re-elected for a second term, underscoring their ongoing commitment to advancing I-CAR’s mission. Joining them are two new members who bring fresh perspectives and expertise to the board.
The elected 2024 board of directors include:
• Dan Tessadri, senior manager, APD process, CSAA Insurance Group; representing the insurance segment.
• Patrick Burnett, vice president, claims operations, USAA; representing the insurance segment.
• Jennifer Goforth, executive director, North America sales, service & marketing, General Motors; representing the OEM segment.
• Barry Dorn, vice president, Dorn’s Body & Paint, Inc.; representing the collision repair segment.
“We are thrilled to welcome our newly elected board members, including those who have been reelected for another term,” said Jim Guthrie, chair of I-CAR’s board of directors and partner at OpenRoad Collision. “The board members’ diverse perspectives and expertise are invaluable as we work together to drive innovation and excellence in our industry, and we look forward to what’s to come in 2024.”
The newly elected members of the board of directors will join their colleagues in steering I-CAR towards continued excellence in industry standards and practices. The I-CAR board of directors is a 13–17-member board comprised of representatives from various industry segments, including collision repair, insurance, vehicle manufacturers, tools, equipment and supplies, education and training, and related industry services.
CCC BUILD SHEETS PROMISES TO STREAMLINE REPAIR PROCESS
CCC announced the launch of CCC Build Sheets, a new solution designed to
streamline the repair process, according to a news release.
Integrated directly into CCC ONE, CCC Build Sheets provides collision repairers with detailed vehicle specifications based on the VIN, helping them write more complete estimates the first time and better understand the parts needed for the repair.
CCC Build Sheets delivers detailed vehicle information from leading OEMs and third-party providers with information about the vehicle as it was manufactured, including vehicle packages, paint codes and specific parts options on the vehicle being repaired. When a VIN is decoded in CCC ONE, vehicle options and estimate prompts are automatically provided, reducing the need for manual research, removing the need to evaluate choices that do not apply to the VIN, and minimizing errors in parts ordering.
Key Benefits of CCC Build Sheets Include:
• Faster Estimates: Reduces time spent researching trim packages and vehicle options, allowing for quicker estimate creation.
• Better Parts Orders: Displays fewer incorrect parts options for the vehicle being repaired, enabling repairers to select the correct parts the first time.
• Less Manual Work: Provides access to VIN-specific information throughout the estimating, parts ordering, and repair process, so less time is spent researching and calling suppliers for parts details and paint code information.
“In an industry where labor shortages are a growing concern and every minute counts, our goal with CCC Build Sheets is to empower repair shops to have the most complete information at their fingertips,” said Mark Fincher, vice president, product management, automotive services at CCC. “By integrating comprehensive vehicle information directly into CCC ONE, we’re helping repairers access information faster, improve efficiency, and enhance overall shop productivity.”
CCC Build Sheets is available to CCC ONE users through cccis.com/marketplace.
To learn more, visit cccis.com/build-sheets.
NUMBERS
DO YOU TRACK KPI s?
WHEN EXAMINING INDIVIDUAL PERFORMANCE, there are notable differences between those who track KPIs and those who don’t. This year, most respondents from both groups had an average repair order of $3,000 to $3,999, yet differences are still present.
Those Who Don’t Track KPIs
Those Who Track KPIs
CREF SCHOOLING SCHOOL COUNSELORS
Although counselors better understand the need to promote technical trades, there remains a need for industry representatives to help showcase collision repair to potential students.
by ABDULLA GAAFARELKHALIFA
Photos by COLLISION REPAIR EDUCATION FOUNDATION
TO MANY IN THE collision repair industry, it can seem as if the K-12 school system, public or private, works against the trades. Telling students their only choice is going to college and dealing with the home-loansized student debt or flipping burgers at a fast-food chain is just one example.
The Collision Repair Education Foundation (CREF) seemed to have a different perception at the recent American School Counselors Association (ASCA) conference, which was held in midJuly in Kansas City, Missouri. Counselors met volunteers representing the collision repair trade, such as David Willett of Spark Underwriters and Becca Jackson of Classic Collision.
Although he was not present at the event, Brandon Eckenrode, the executive director of CREF, spoke with FenderBender about the importance of attending these events and what impact it could have on the industry.
WHAT ROLE DO SCHOOL COUNSELORS PLAY IN PROMOTING COLLISION REPAIR EDUCATION?
“They have a role in providing guidance, direction, and information to students
who are in their educational career,” Eckenrode said. “Even those students in kindergarten through elementary school are interacting with these counselors and getting information about possible career paths.”
Eckenrode said he often hears complaints from other industry members that there is a negative perception that school counselors push college as the only acceptable post-graduation route for any student.
“We wanted to make sure that, instead of seeing them (school counselors) as an
enemy because of that direction, we were able to engage with these counselors and showcase our industry,” he said.
“The different career paths, the earning potential, and things like that, which they may or may not be aware of.
“As I think you’d agree, there’s a lot more dialogue in the national press about how college might not be the right choice for everybody. I think that’s an opportunity for this industry to make sure that we, as one of the different technical trades and industries, are seen as a viable choice for students. But also making sure that we’re getting that
Showcasing the Industry
From left, Bekka Stultz-Jackson, marketing and brand manager at Classic Collision; David Willett, chief underwriting officer at Spark Underwriters; and Amber Ritter, director of marketing and project management for CREF, greet counselors at the CREF booth.
information out to the right people who are sharing it with the students.”
WAS CREF INVITED TO ATTEND OR WAS CREF IN A POSITION TO ASK TO BE PART OF THE CONFERENCE?
“A little bit of both,” he said. “Once we heard of this national body that gathers school counselors and then seeing that they have this national conference during the
summer, we found opportunities at these events to present to the counselors.”
Eckenrode mentioned that on the floor of the trade show part of the event, representatives of other technical trades are also pitching their industry as an option.
Eckenrode added that the aging workforce in the collision repair industry is a contributing factor to the need for CREF to work with the ASCA.
HOW SUCCESSFUL WAS CREF’S PRESENCE AT THE CONFERENCE COMPARED TO OTHER INDUSTRIES?
“From what I’ve heard, there was continuous interest from the counselors,” Eckenrode said. “They were eager to learn more about the industry and the support options available, such as scholarships. One key takeaway was the need for local industry members to present on behalf of the industry to students of all ages.”
WHAT CAN LOCAL COLLISION REPAIR PROFESSIONALS DO TO HELP IF THEIR SCHOOL DISTRICT DOESN’T HAVE A PROGRAM?
“I think it’s important and crucial for many schools that still have career days at their local schools where the industry shows up to those events,” he said.
“Even if they’re not looking for people,” he added. “Sometimes at our career fair events, we have companies that will participate not because they’re looking to hire the students, but they’re there to show that, ‘Hey, we are part of the industry, and we want to have you come into this industry.’
“So, I think the local industry —, playing an active role in connecting with and getting involved with the local schools, even though they might not have a collision program —, I can still help showcase the industry, showcase the opportunities, even though those students might not be specifically in a collision repair or auto body class because the school doesn’t have it.”
WHAT MESSAGE WOULD YOU LIKE TO CONVEY TO THE INDUSTRY ABOUT ENGAGING WITH SCHOOL COUNSELORS?
“It’s important for the industry to hear that I’m encouraged by the number of counselors who have come up to us at those events,” Eckenrode said. They understand that they need to embrace the technical trades more. That’s a good first step because of that willingness for them to want to learn more so that they can educate their students.”
Reaching the Right People Counselors from across the U.S were able to learn about the value of entering the collision repair industry at the 2024 ASCA Conference.
Embracing the Trades Counselors from across the U.S attended the 2024 ASCA Conference in July.
What’s the Score?
Gamification is a great motivator and can help make work fun for your employees.
Even though I have been in this industry full time for nearly 40 years, automobiles are not on my list of hobbies. But one I do make time for is riding – and now racing — dirt bikes more since our kids have grown.
In dirt bike racing, there are many types of events like supercross, motocross, enduros, and even a mix called grand prix. I have ridden some of these, but a new one that I had heard of but never participated in is called a Sprint Enduro. A few days prior to my writing this column, I ran from my home state of Indiana up to Michigan to race in my first one. The race consists of different timed events, one is an enduro test and the other a motocross test. The riders line up for each event by classes determined by age and ability. The fastest class will start in the front and the slower classes file behind. A rider takes off every 15 seconds by a countdown timer. By the end of the race, each rider will have done four enduro and four moto tests. Obviously, this sounds a little complex. I even wondered before I got there, how in the world would I know who won or even what place I would be in by the end of the race?
Most human beings have a competitive spirit inside of them with a will and want to win. I will never forget when I was walking through one of the major U.S. airport tunnels between terminals. I heard two men come up from behind me, flying by in a full sprint as they ran side by side. Both, ironically, had a strain and big grin ear to ear. I am sure they both walked into this long tunnel, then looked at each other and one said to the other, “Want to race?” and off they went. These two men were not only alive, but they were living! I am sure by the end of that 150-yard tunnel, they knew which one was fastest.
Back to my dirt bike race. When I registered for the event, I was given an RFID transponder for my helmet. At the beginning of each test, we rode through a transponder reader and another at the end. Three different times between tests, we were able to go back to our vehicles for a 10–15-minute break. We could then check our phones to see what
place we were each in for our individual classes. We could then develop a strategy to improve our time for the next test and maybe place higher by the end of the race. Let me tell you, this whole race was a blast, and I am already planning for the next one!
Now, what would the race have been like if I had no idea what place I was in or who was first or who was last with over 200 riders? How about the sport you love, like football, basketball, golf, soccer, or even watching the summer Olympics that just finished? What if there was no scoreboard for goals, baskets, swings, shots or even event times? Would we even watch them?
A few years back, recommended to me was the book “The Game of Work,” by Charles A. Coonradt. This is a must-read for owners and managers. It is crucial to make the work fun for our employees and one of the best ways to do this is called the “gamification” of the work. In Chuck’s book, he states, “There are three kinds of workers or players: 1. Those who know they are winning. 2. Those who know they are losing. 3. Those who don’t know the score!”
First, we must figure out our business’ objectives for desired gross profit, net profit and revenue. As an example, to determine how many estimate (billed) hours must be produced each day and then relay this to our team. Let’s say your team is currently producing 90 hours per day and you establish a ‘Stretch Goal’ of 105 hours per day to achieve your objectives. Then, let the team know where they stand each morning of the prior day’s results and what the goal must be for the end of today. In my opinion, you must tie a global monetary or time-off bonus system to the goal of 105 hours per day. THIS IS CRUCIAL to getting every team member rowing together!! As I have written before, I am not in favor of individual or even by-department bonus systems. This creates silos and promotes selfishness.
So, imagine a sports world with no winners or losers. Many shop owners are running this same boring/nonmotivating world inside their shops. Be the leader your employees desire and “Let the games begin!”
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
SATA® air vision 5000TM
The SATA air vision 5000 puts the focus on effective health protection and lets you experience a whole new and comfortable way of breathing, due to a completely re-designed breathing air supply system. With its modern, ergonomic design, the hood can be adapted to fit almost any head shape, allowing the individual adjustment of its circumference, height and position.
Quality repairs have a way of standing out.
FenderBender 2024 Award Winner
Amber Alley, Barsotti’s Body & Fender, is the 2024 Fender Bender Top Operator in the country and a valued FCCN Member.
Congrats to you from all of us.
Amber Alley is driven to lead with a culture of quality at Barsotti’s Body & Fender.
By Jay Sicht | Photography Mario Fimbrez/Valley Oak Design
Amber Alley
Congratulations, Amber!
3M is proud to recognize Amber and Barsotti’s Body & Fender for their leadership in our industry and in your community.
was just after high school, at age 19, when Amber Alley landed her first role in a collision repair shop. During the day, she answered phones and learning how to hand-write estimates using Mitchell books. At night, she attended college for investment banking. But she soon realized she enjoyed the variety and learning new skills in the body shop. About 30 years later, she can’t imagine doing anything else.
“I liked the challenge of the office, and really, just hanging out with the people in the shop, too,” she says. “I'm so much happier in this industry working with the people that I do and not in a cubicle somewhere.”
of the organization. It’s for those reasons that Alley is our choice for this year’s FenderBender Award.
A FOCUS ON QUALITY
That job led to a position at another collision repair shop for eight years, which was managed by the owner and would be for the foreseeable future. She was ready for her next challenge, and she found a home 21 years ago as assistant manager at Barsotti’s Body & Fender in San Rafael, California, where since 2008 she has been manager, overseeing a staff of 40. Alley has continued a culture of quality instilled at Barsotti’s before her arrival, and she’s also fostered team-based work structures, OEM certification, training, and quality repairs. Meanwhile, she’s found the time to devote to various leadership roles within the Society of Collision Repair Specialists (SCRS), including currently serving as chairwoman
Alley describes the work environment at Barsotti’s as always having been a “little different” since before she started, with a focus on OEM certification for highline brands to serve area dealerships, training, taking care of the staff and “doing it right.” A year after
she arrived, the shop was one of the first 10 in the country to be certified by Audi for its aluminum repair program. Other OEM-certified repair programs – which now number about two dozen – soon followed.
That focus was a bit of a departure from her previous shop, which was mostly driven by direct repair program work.
“It just kind of represented everything that I wanted, to learn more and challenge myself to learn a different kind of business model.”
COMMITTED TO BEING THE BEST THEY CAN BE
In her nomination by a former employee who had moved out of the area, Alley was praised for caring about customers and workers and for her attention to detail for the repairs delivered by the shop.
Alley humbly accepts the praise and points to the longevity of most staff members as evidence it’s a good workplace for those who share the same focus on quality. Most technicians have been working at the shop for over five years, and many are nearing 15 years’ tenure.
“It's family first, right? You're here all day with people you know. You want to make sure that they're taken care of and is happy as they're going to be. It doesn't mean everything is always perfect,” Alley says.
The shop’s team structure requires a mix of staff who are great teachers and leaders.
“You learn how people work, and it can be difficult, because the demands are high.” It's a lot easier to say, ‘It's OK; good enough is good enough.’ Not that it's easy to have to constantly keep 40 people focused on trying to be the best that they can be. So, we do invest a ton in training.”
In addition to OEM training for the certification programs, the shop includes a lot of I-CAR training, and most technicians are Platinum-recognized, Alley says. The shop also has ASE-certified technicians and takes advantage of training from Axalta and 3M.
“Pretty much any training that's out there, we try to get. And we do a lot of cross-training here, so we’re covered if one person’s out sick or is on vacation.”
PROVIDING A CAREER PATH
The training and a career path are what job applicants look for, she says.
“When I hire people, a lot of times they'll tell me, ‘I am coming here to apply because I'm not given an opportunity somewhere else, and I want the opportunity to better myself.’”
The focus on quality means those who are not committed to that culture of quality “don’t survive” the rework measures needed until the vehicle is correctly repaired.
“Something happens, and we might need to paint it again. Your bodywork’s not right? Take it all off and do it again. You have to be of the mind to want to be the best yourself to survive in that environment. Most of the time we've lost people, it's either because they move out of the area or life takes them in a different direction. Or it's because they just want to do ‘OK, that's good enough.’ We're not the shop for ‘good enough.’ Sometimes when I've been looking for people in the past, I don't understand how ‘ABC Body Shop’ down the street gets so many people who apply there, and we don't get anybody. And my guys have to remind me, ‘That's because they can make almost the same amount working there and not put up with your bull****.’ It's not me.
““But we laugh about it because it is kind of true, you know? Do you want to be a master, or do you want to just be good enough? And that's kind of the difference, but it works. It's been a good business model for us.”
APPRENTICESHIPS THROUGH THE COLLISION ENGINEERING PROGRAM
It was through her involvement at SCRS
that Alley first learned of the Collision Engineering program, which rotates eight-week blocks of study at a participating college and apprenticeships at a cooperating collision repair shop. It helps fulfill the industry’s need for bringing in trained employees, Alley says.
“I reached out early on, and I’m so thankful I did.”
Alley says it’s been through the help of Laura Lozano, department chair of Collision Repair at Contra Costa College –also where Alley attended for investment banking – that she has adapted to mentoring. Not everyone is naturally an effective
teacher, she notes, and not everyone learns the same. She has developed one technician through the program who’s graduated. He is now a full-time worker with his own work bay and is now going through training for Toyota certification.
“We’re still developing his talent, but the thing about that program is it really brings it all together. The difference between hiring someone who walks in off the street and hiring someone from a program like that is that they've already invested in themselves, right? They're going to college and investing in their future. They're
going through the training program and you're working with the school to identify their personality, how they work, how they learn, all those things.”
She’s also mentoring another apprentice in the program. The balance of time spent in the classroom and lab and at the shop enhances how the students learn and are able to apply what they’ve learned, Alley says.
“I don't know that a lot of people understand this, but they're also taking their algebra class and their English class and their Anthropology class. And some of that is really tough. Especially if you're just trying to go into a trade, school may not be your thing.”
LEADING IN A MALE-DOMINATED INDUSTRY
As a woman in a male-dominated field, Alley says she hasn’t felt the pressure of discrimination.
“But I do think I've had to work harder being a woman. And with age comes confidence, you know? I'm at a point in my life where half the time I don't care what people think, and then the other half I feel confident with what I know and the experiences that I've had to put myself out there. When you're young, that can be very intimidating.”
She has been involved in SCRS for about 10 years and quickly saw the value of being involved with like-minded people facing similar challenges.
“When you do something every day, the color of the walls never changes, right? So you get out and come back, and you see things differently, even the color and paint. And you’re like, ‘I could really clean this place up.’ You go and talk to people who are dealing with similar issues and have that brother and sisterhood.”
FenderBender Award Winner
It requires a large time commitment to serve on the board, including the number of phone calls and traveling across the country for meetings.
“It’s literally like another job,” she says. “But it’s very rewarding.”
HOW THE INDUSTRY IS CHANGING –AND STILL NEEDS TO ADAPT
While attending a recent Lucid conference in Scottsdale, Arizona, a personal experience was an example of just how much cars are changing and why it’s critical to follow OEM repair instructions. After requesting a ride through Uber, a Waymo autonomous vehicle was dispatched to pick her up. It got confused in how to reach her pickup point, and the app was directing her to walk three blocks to a different pickup point that was 12 minutes away in the 112-degree heat. So, it’s no surprise she canceled that ride.
Technology hiccups aside, she doesn’t see self-driving vehicles going away.
“We've gone through aluminum, and we've gone through electric. And somehow, everybody keeps saying this is going to be the game-changer. But we all keep operating the same, right?”
She sees the industry at large as writing deficient estimates and counting on a bit of luck.
“The industry hasn't grasped the call for action. I can't imagine if I repair a car like a Waymo and then it makes a U-turn and then it goes into oncoming traffic and hits someone and kills them.”
She also sees a time when car insurance may become more like health insurance, with menu pricing, and in which collision repairers are more comfortable collecting for what’s covered and what’s required for the repair.
“You want the porcelain crown? Well, you’re going to have to pay for it. You want the OEM fender? You’re going to have to pay for it.”
With recent aggressive cost-cutting by insurers, she sees that coming sooner than later.
With all the natural catastrophes, there are these states like the one I'm in where they're not even wanting to insure folks, or people are seeing their premiums double or triple. That's going to all get passed onto the repairer. They’re going to not want to compensate for this and not want to compensate for that.”
She predicts it will be written into the policy language.
“And we the shops will be — as we are now — forced to deal with that and make a decision. Do you want to cut corners or do you want to do it right? And if you want to do right, you're probably going to have to ask someone to help pay for it.”
A CHANGING INDUSTRY
With recent aggressive cost-cutting by insurers, Alley predicts collision repair front offices will have additional burdens placed upon them.
FenderBender Award Winner Runner-up
FROM JACK OF ALL TRADES TO MASTER OF ONE
By
How David Kimble drives success at On The Road Garage
Emily Kline | Photos courtesy of On The Road Garage
Coaching And Developing Kimble has encouraged a culture of management where everyone is leading and responsible for a certain goal.
From quality control to working in an automotive parts department, to becoming an estimator, and moving on to work in talent development, David Kimble — now general manager at On The Road Garage in Irving, Texas, and this year’s FenderBender Award runner-up — has done it all.
For the last 25 years, Kimble has jumped around from job to job, unable to find anything that stuck. It wasn’t until he started working at On The Road Garage in 2022 that he found a career he was truly passionate about.
“The last two years for me have been amazing,” Kimble said. “Having an opportunity to work with a group of people that allows you to make a decision that isn't based on the spreadsheet has been awesome.”
Currently, On The Road Garage boasts a consistent 72% or higher paint and material gross profit. After speaking with Kimble, it's clear that his strong leadership skills, drive, and experience in the industry have given him unique insights to assist in creating a shop that excels.
STREAMLINED EFFICIENCY
Since Kimble started working at On The Road Garage, he has assisted in switching his team's standard operating procedures (SOPs) to increase the quality of repairs.
“Instead of taking everything in on Monday and chaotically trying to write up estimates, we now have X number of days to do X number of cars,” Kimble said. “Instead of disassembling cars in the technician stalls —which is typically the practice in the industry — we have a disassembly bay. Every technician comes to the disassembly bay, and we talk about it. We disassemble every damaged area that is on that car. We run Alldata to ensure that any procedures that apply to a particular repair are captured, not only on the estimate but also on the paperwork for the technician going in the car.”
Once the car has been disassembled, it goes outside to await its time to begin repairs. All R&I parts are wrapped for protection and secured in their own box. The damaged parts go on a parts rack and then go to the parts department for a mirror match. When all parts required for moving the vehicle to paint arrive, the car goes back into the shop for reassembly and is sent to paint.
“We took the lean process to a whole other level by only taking in what our capacity is,” Kimble said. “Our supplement percentage is under 5% and our growth for overall profit is in the 60s. I've taken what I've learned over the last 25 years, and I've kept everything that was good, and I threw
away everything that I thought was bad. I'm fortunate enough to have a company that allows me to do that versus what we've been doing forever. It feels like coming up for fresh air to have an open-minded leadership team that says, ‘You know what? This is your shop.’’’
LEADING WITH VISION
In addition to changing SOPs, Kimble has also established a strong work culture among his team.
“All too often, general managers just assume that individuals know what they're doing,” Kimble said. “I set apart the leaders from
“THE LAST TWO YEARS FOR ME HAVE BEEN AMAZING. HAVING AN OPPORTUNITY TO WORK WITH A GROUP OF PEOPLE THAT ALLOWS YOU TO MAKE A DECISION THAT ISN'T BASED ON THE SPREADSHEET HAS BEEN AWESOME.”
—David Kimble, general manager, On The Road Garage, Irving
CELETTE, we continue to support Barsotti’s body & fender
the doers. I gave the person that I've identified as being the ‘doer’ the responsibility of overseeing everybody that's in their department. I have my rock star in the front who does all the scheduling, and I have my rock star in parts who handles all that. Then I have my assistant general manager.”
By assigning different jobs to the leaders and doers, Kimble has created a team that works independently without needing constant guidance from him.
“The empowerment of teammates creates a culture of management where everyone is leading, everyone is responsible for a certain goal,” Kimble said. “The independence of my team frees up my time to continue to coach and develop.”
“I SET APART THE LEADERS FROM THE DOERS. I GAVE THE PERSON THAT I'VE IDENTIFIED AS BEING THE ‘DOER’ THE RESPONSIBILITY OF OVERSEEING EVERYBODY THAT'S IN THEIR DEPARTMENT.”
—David Kimble, general manager, On The Road Garage, Irving
As Kimble advises his team, the biggest thing that he focuses on is constant improvement and owning your mistakes.
“We have signs up throughout our shop that say, ‘How good can we get?’” Kimble said. “My challenge for my teammates is when we touch the door to have them ask themselves, ‘How good can we get?’ What are we going to do today that is going to make us better tomorrow? It's not going to be from fear of making a mistake or having a boss who’s going to yell at you because something went wrong. It's going to be by getting together and not being scared to make a few mistakes, and then when we do, own them and learn from them.”
BLUEPRINT FOR GROWTH
As he continues to cultivate a positive and effective work environment, Kimble is encouraged by On The Road’s plans.
“On The Road Garage has been around for five years,” Kimble said. “2025 will be the year of expansion. You'll start seeing our company logo across the state of Texas. Like I tell everybody who works on my team, with growth comes opportunities. If we continue to follow the processes that are put in place and we continue to live the culture that we've instilled — that everybody's important, everyone's a vital member of the team — then there's never going to be a bar that will be too high. Opportunities will be there for my entire tech staff. It'll be there for me, and that's what we're looking forward to.”
“THE EMPOWERMENT OF TEAMMATES CREATES A CULTURE OF MANAGEMENT WHERE EVERYONE IS LEADING, EVERYONE IS RESPONSIBLE FOR A CERTAIN GOAL.”
—David
Kimble, general manager, On The Road Garage, Irving
REPAIR PLANNER/ESTIMATOR
THE BEST REPAIR PLANNER/ESTIMATOR OF THE YEAR AWARD WINNER:
A N THON Y McNE E
Recognized by fellow staff for his efforts to stay current on new technology, he’s committed to SOPs to ensure critical repair procedures are performed.
By JAY SICHT / PHOTOS COURTESY OF ANTHONY M c NEE
SPONSOR
Congratulations to Anthony McNee for winning the Best Repair Planner/Estimator Award for 2024! We at AkzoNobel share your commitment to excellence and appreciate your contributions to our industry.
REPAIR PLANNER/ESTIMATOR
TBEST AWARD
he complexity of today’s vehicle keeps Anthony McNee on his toes. As one of the blueprinters at his father’s shop, Ultimate Collision Repair, in Edison, New Jersey, he says managing the number of required repair procedures is the toughest part of his job, and it’s why the shop has implemented checklists.
“There are a lot of moving parts to an estimate, and I think it makes it a little more difficult when you don’t have time to sit down in one session to complete it. Another guy may be taking a car apart, so I have to stop now, go over there to take all my notes. And then I come back an hour later to kind of pick up where I left off, and now you’ve got to get back with the dealership and figure out the parts needed. There is so much stuff going on to disrupt your flow.”
After being selected along with five other finalists, McNee returned the most complete and accurate estimate exercise to be declared the winner of our inaugural Best Repair Planner/Estimator Award.
McNee was nominated by Anthony Thompson, who works in quality control at the shop. On his nomination form, he reported that the shop has an average repair order of $8,000 and an average cycle time of just five days. Thompson noted McNee is an I-CAR Platinum estimator, a previous Outstanding Craftsmanship as a Vehicle Damage Assessor award from Verifacts (now part of OEC)
Moving Parts With so many stops and starts during the repair planning process, Blueprinter Anthony McNee relies on checklists the shop has implemented to control his workflow. The shop boasts an average cycle time of just eight days.
winner, and also Rivian-certified. He praised McNee for remaining tireless in his efforts to keep the shop up to date with researching OEM repair procedures and processes.
“He’s attended OEM training throughout the year to stay current with updates and new vehicle technology,” Thompson wrote. “Whether it’s communicating OEM procedures or contributing at production meetings, Anthony is a vital part of our team here at Ultimate Collision Repair.”
THE CONCEPT FOR THE CONTEST
Modern vehicles have never been safer.
Multiple advanced driver assistance system (ADAS) features help avoid a collision, and then if there is a collision, the cabin’s integrity and multiple restraint system components better protect occupants. But to retain those safety features once a collision-damaged vehicle is placed back into service, the demands on our readers have at the same time never been higher. The same features that provide built-in safety also require specific original equipment manufacturer (OEM) repair procedures for repair, replacement, and calibration, to name just a few considerations.
Staying Current
throughout the year to stay current with updates and new vehicle technology.
McNee attends OEM training
COMPATIBLEWITH: CCC SECURE SHARE
MITCHELL REPAIRCENTER ,
& NEXSYIS COLLISION
At FenderBender and ABRN, we wanted to recognize the importance of the repair planners and estimators who are models of professionalism and excellence in striving to make sure the vehicles repaired in their facilities are restored to as-built crashworthiness. So this year, we introduced the Best Repair Planner/Estimator Award. We were greeted with an enthusiastic re -
sponse from the industry. We solicited and received nominations from shop managers, supervisors, and colleagues from throughout the country. Competition was extremely close, which made for demanding judging. Our in-house panel reviewed each submission for attributes such as the repair planner’s commitment to continuing education, work ethic, and his or her
Professionalism And Excellence
McNee was recognized for striving to make sure vehicles are repaired to restore to as-built crashworthiness.
attitude in the shop to coworkers. For being named our inaugural Best Repair Planner/Estimator, McNee won a trip for two to the SEMA Show, where we will present his award to him at the Collision Industry Red Carpet Awards ceremony.
INDUSTRY SUPPORT
When our sales executives approached the collision repair industry to sponsor this new program, they were met with enthusiastic support. Thank you to this year’s sponsors, without whom we would not be able to give the recognition we do to McNee and to help bring attention to the need for quality, safe repairs: AkzoNobel, asTech, Collision Careers, Elitek Vehicle Services, FinalQC, Goliath
Carts, PPG, and Sun Collision. We’d also like to give a special thanks to Mike Anderson and his Collision Advice staff for their expertise and assistance with the estimating portion of the awards selection process.
Additionally, three sponsors are donating products and services to McNee. According to Elitek, its Elitek Remote Device offers the options of pre/post scans, programming, calibrations, and diagnostics to aid in repair planning for faster cycle times, with the ability to have a live chat with a Master Certified Technician while working on the vehicle. It’s an easy-to-use device with a web interface from PC, smart phone or tablet, and offers easy-to-read scan reports. It’s valued at $1,995 for the device plus six months of service.
Set Up For Efficiency
Blueprinter Anthony McNee uses Goliath Carts’ ADAS Cart to track OEM repair procedures, position statements, and other documents as he builds his blueprint/repair plan.
According to FinalQC, its Quality Control App helps optimize workflow, reduce costs, and provide exceptional service. FinalQC includes line-by-line repair estimate auditing, pass/fail photos, instant messaging of repair quality concerns and their resolutions, customizable SOPs, and comprehensive QC reporting. And it seamlessly interfaces with smart phones, tablets and desktops. It’s valued at $1,800 for a six-month subscription. SUN, a brand of Snap-on, Inc., is awarding a one-year free subscription to SUN Collision Repair Information. According to the company, SUN Collision software delivers complete, accurate OEM collision and mechanical repair information that auto body shops can
trust to fix any vehicle with maximum efficiency. Powered by its exclusive 1Search Plus search engine, the online software makes it quick and easy to access current repair procedures, diagrams and specifications for all makes, including the majority of electrical vehicles on the market and vehicles equipped with advanced driver assistance systems (ADAS). It’s valued at $2,400.
SELECTING A WINNER
Once we narrowed our selections to a halfdozen finalists, we enlisted the help of Mike Anderson and his staff at Collision Advice. They provided an estimate exercise based on one photo showing the damage on a 2022
Toyota Camry XSE found at a salvage pool website, along with a photo of its VIN label. Contestants were instructed to write an estimate to replace the right quarter panel, the right blind spot monitor, and the rear bumper using an estimating system of their choice. They were also instructed to write the estimate not according to insurance guidelines. Instead, the goal of the mock estimate was to refer to OEM repair guidelines and notincluded repair operations. Standard rates for labor, paint and materials, and sales tax were used, such as $50 for body and refinish and $30 for paint and materials. We sent the mock estimate to the finalists. Most of the completed estimates were in the $16,000
range, but they ran a low of about $8,200 less tax to almost $20,000 less tax, which was McNee’s winning entry.
But more than being sure to include on the estimate items such as sprayout cards for the tinted-clearcoat Supersonic Red finish, what impressed Anderson at the time he analyzed the completed estimates about McNee’s entry was the comprehensive notation of safety-related operations McNee captured on his estimate. His estimate was 21 pages long, with 366 line-items and a total of $20,895.51 with tax.
As mentioned earlier, McNee, 29, has been recognized before for outstanding performance in writing repair plans. The shop has one other blueprinter and two estimators who are customer-facing and handle most insurance company interactions.
“The blueprinters here, including myself, typically just take care of cars coming into the shop,” he says. “We write the full repair plan with procedures, and then we present everything to the estimator to upload to insurance.”
He’s been writing blueprints/repair plans since Dec. 2019, and it was in his first year, he says, that Verifacts recognized him for its award. He said the Verifacts inspector checked for performance such as ensuring operations were followed, such as calibrations, position statements, battery disconnects, repair procedures were being followed, and more.
TRICKS OF THE TRADE
As previously noted, the shop has an average repair order of $8,000 and an average cycle time of just five days. As you can imagine, many puzzle pieces have to come together in the shop to make that happen.
McNee uses Goliath Carts’ ADAS Cart, which combines a laptop in the middle with two external monitors, which he calls a “big help” as he writes a repair plan and needs to refer to OEM repair procedures, position statements, bulletins, and the like.
In addition to the checklists employed throughout the shop, McNee says he has
created a “note sheet” that assists in making sure all procedures are accounted for.
“On my note will be different things such as standard operating procedures or different types of calibrations per car, different types of bodywork, or different welding and stuff like that,” he says. One example he gives is Toyota’s Collision Repair Information Bulletin outlining a specific procedure for how close wires can be to the area being welded.
“I saved that note and I also save procedures like that in a folder when I come across a unique procedure like that so I can quickly research it. That way, I’m not having to scour Google or OEM websites and the like. It’s kind of like having a hotkey for it. It helps me be a little bit more efficient.”
Those standard operating procedures (SOPs) carry through to the rest of the shop, too.“We started implementing checklists for each department, which also helps keep me on track,” he says. “It’s just a secondary checklist for things like, ‘Did you get a scan?’ ‘Do you have the scan report?’ ‘Did you read it?’ ‘Did you research your DTCs?’ ‘Do you have your calibrations on there?’ It has a lot of these things that we can [otherwise] quickly overlook.”
At a glance, McNee can now remember where he may have left off in his progress.
“So, in case I have to go work on another car, or we have a long weekend, I know ‘X,’ ‘Y,’ and ‘Z’ are already done and I know what is still not done.”
Safety First McNee’s comprehensive notation of safety-related operations on his 366 line-item estimate exercise stood him apart from other finalists.
ATTRACT, HIRE, TRAIN AND RETAIN TALENTED TECHNICIANS WITH I-CAR ACADEMY. As the demand for skilled collision techs accelerates, becoming an I-CAR Academy Shop helps your shop stay current. Our program turns entry-level techs into productive members of your collision repair team.
Ensuring Safety and Precision: DESTRUCTIVE TEST WELD STAND BY GOLIATH CARTS
This was a collaborative effort between Mike Anderson of Collision Advice and a team of industry experts and Spartan shops along with the engineers at Goliath Carts.
THE GWS-MOB1 WELD STAND, designed specifically for destructive weld testing, is a state-of-the-art stand made to revolutionize the way test welds are performed. By performing these destructive weld tests, technicians can verify the strength, durability, and overall reliability of the welds used in vehicle repairs, as well as validate the welding equipment and the welders’ skills. This weld stand is engineered to provide unparalleled stability and precision during destructive weld testing. Here are some of its key features:
1. Robust Construction: Built with highgrade aluminum, the GWS-MOB1 ensures durability and long-term use in any workshop environment.
2. Mobility: Equipped with high-quality casters, the stand can be easily moved around the workshop, providing flexibility and convenience for technicians.
3. Adjustable Components: The GWSMOB1 features adjustable arms and supports, allowing for versatile positioning to accommodate various weld sizes and shapes.
4. Smart Design: There is also storage for test coupons, a metal thickness gauge, weld gun and welding plier’s holder and a wet/dry bucket.
The primary goal of vehicle repairs, especially those involving structural components, is to ensure the safety of the passengers. A compromised weld may lead to catastrophic failures. By utilizing the GWS-MOB1 Weld Stand, repair shops can ensure that every weld meets the highest standards of quality and safety. Destructive weld testing with the GWS-MOB1 allows shops to:
• Detect potential flaws in the welding process.
• Ensure that welds can withstand the stresses and strains of everyday vehicle use.
• Provide peace of mind to customers, knowing their vehicles are repaired to the highest safety standards.
Original Equipment Manufacturers (OEMs) have long emphasized the importance of following guidelines to their specified repair procedures, designed to ensure that repairs restore the vehicle to its original condition. Many OEMs have implemented the use of destructive weld testing in their guidelines to validate weld quality. By integrating the GWS-MOB1 into repair processes, shops can support these OEM directives by:
• Aligning with OEM repair standards.
• Avoid potential liabilities associated with substandard repairs.
• Enhance shop reputation for quality & safety among customers, OEM’s and industry peers.
In conclusion, the GWS-MOB1 Weld Stand by Goliath Carts, LLC represents a significant advancement in the field of destructive weld testing. By facilitating thorough and accurate destructive weld testing, this innovative tool helps ensure that every weld meets the stringent safety standards required to protect passengers. Additionally, it supports compliance with OEM repair procedures, further solidifying a shop's commitment to excellence and safety. For more information about the GWSMOB1 Weld Stand and other innovative solutions from Goliath Carts, LLC, visit our website at www.goliathcarts. com/weld_stand or contact our sales team today. Together, let's drive forward the standards of safety and quality in vehicle repair!
LEARNING TO LET GO
Delegation can be difficult, but letting go of some day-to-day responsibilities could save your shop and yourself.
By NOAH BROWN
IF YOU’RE A TYPICAL SMALL-BUSINESS owner, your shop isn’t just your job; it’s part of who you are. Your team, your reputation, and the work you do are part of your identity.
The Problem
A recent Harvard Business Review article highlights the typical situation for small business owners and managers. Many people that move into management are usually promoted for the good work they did in a previous role. They’re doers, people who are good at what they do, take pride in their work, and enjoy their day-to-day.
Let me ask you a hypothetical question, though. When was the last time you took an extended period of time off? Not just a day or an afternoon, but for a week or two for a much-needed vacation?
Let me guess – it’s been a while.
And here’s a follow-up question: Do you feel like you would be able to if you wanted? Or do you feel that if you’re not in the shop, it won’t run as efficiently as it should?
Christy Jones, a certified business coach and owner of Clarity Business Coaching, grew up in her family’s body shop. She became the owner of that shop in 2015, and she says she saw that exact same scenario play out in her career.
“When I bought the business, I was doing accounting, HR, estimating, marketing, and then I also took on the role of production manager,” Jones says. “That had me working 60 to 70 hours a week, and I was doing basically everything except answering the phones and fixing the cars.”
She thought she was doing what was best for her business, but she says it was just the opposite. She was exhausting herself and limiting the growth potential of the shop.
Though it can be a difficult decision to make, letting go of some of your daily responsibilities and delegating them to your team can prove to be best for your health and the shop’s.
“As an individual contributor, you may have been particularly strong at delivering results and completing the tasks on your to-do list,” the article says. “But once you’re promoted to a leadership role, you must accept that you can’t do everything on your own — nor should you.”
Jones was very much in that position, and though she enjoyed the work, it was taking a toll.
“People who start out in business, and specifically body shop owners, they want to do the work,” she says. “They like doing it, but there’s always a tipping point where it’s costing the business more for the owner to do it all than it would be to invest in additional staff and delegating resources to different people.”
Once you reach that tipping point where the amount of work you’re doing is hindering your shop’s performance, it’s time to make a change and loosen your grip on your shop’s day-to-day business.
The Solution
Once you can delegate and assign tasks to people, Jones says it’s almost irresponsible not to.
“It’s one of the most profitable actions that a business can take,” she says. “Allowing those other staff members who have the skills and strengths to perform those additional tasks is just going to skyrocket profit, efficiency, and it can build a better culture.”
And “skyrocketing profit” isn’t hyperbole. A study done by business management analtyics and advisory firm Gallup shows that CEOs who were able to effectively delegate day-to-day operations to their staff generated 33 percent higher revenue.
“Once you’re promoted to a leadership role, you must accept that you can’t do everything on your own — nor should you,” the Harvard Business Review article says. “Though it may seem counterintuitive, the more senior you become in an organization, the less you’ll be involved in doing the day-to-day work. You’ll need to have a sense of what’s happening without directly contributing to every project.”
Though it can be a difficult step to let go of the work you’ve done to help grow your shop, Jones says there are some steps that can help make delegation a little easier.
She suggests first making a list of every single task that must be done each day at your shop, down to opening mail, locking doors and answering phones. Once that list is created, identify the people in your shop who are best suited to do that work.
“Your name can be on that list, but it shouldn’t be the only name,” Jones says. “The more methodical you can be about this, the more successful that delegation can be.”
To delegate effectively, Jones says it’s crucial to understand the personalities of your employees, what motivates them and what kind of work they like to do. Using tools such as a dominance, influence, steadiness, and conscientiousness (DISC) assessment or other personality test can help identify a team member’s strengths and growth areas, which will help you decide what tasks they would be good at taking on.
Once your employees are given their new tasks, you also need to provide clear
“I RELATE IT TO THE DISASSEMBLY PROCESS OF A VEHICLE. YOU WANT TO GO SLOW AT THE BEGINNING SO YOU CAN GO FAST THROUGH THE REPAIRS. IF YOU CAN SLOW DOWN AND BE METHODICAL ABOUT YOUR DELEGATION, IT’S GOING TO MINIMIZE THE ISSUES AND CHALLENGES THAT COME UP.”
—Christy Jones, certifed business coach/owner, Clarity Business Coaching
expectations and constant feedback to make sure that they’re handling the change well. Having clear, concise, and constant communication will help make sure the transition is implemented smoothly.
“Most of the time, you can’t predict what’s going to happen when you make a change like delegation,” Jones says. “You have to trust that you’re going to have a better outcome, but if you can clearly define your policies and procedures, that’s going to eliminate challenges.”
The Aftermath
With any big change, there are going to be some hiccups. Jones says that’s normal.
“I relate it to the disassembly process of a vehicle. You want to go slow at the beginning so you can go fast through the
repairs,” she says. “If you can slow down and be methodical about your delegation, it’s going to minimize the issues and challenges that come up.”
Though it took some time, Jones says delegating allowed her to focus on the big picture – she was able to acquire another shop, and in 2021 she was able to sell both stores to Caliber Collision. None of that would have happened if she were still involved in the daily operations of the stores.
“I was working 12-hour days, I was there on weekends, and that just wasn’t a life I wanted to lead. That business was running me,” Jones says. “I really made it a priority to remove myself from those responsibilities, and I found that my shop became more profitable and more efficient because of that.”
The Takeaway
Delegating responsibilities to your team can be a difficult decision to make. It requires a very hard conversation with yourself that what you’re doing may not be what’s best for your business, and it requires a deep trust in the people you work with.
However, Jones says that in almost every situation, delegation is the easiest and best way to ensure the long-term success of both you and your shop.
“The decision for me came from me realizing that I couldn’t do what I was doing anymore,” she says. “Looking back, that profitability, efficiency and growth were enabled by delegation and removing myself from all the responsibilities and letting people who could do the job better do it.”
CONGRATULATIONS TO AMBER ALLEY & BARSOTTI’S BODY AND FENDER
2024 Fender Bender Award
Axalta is thrilled to celebrate Amber Alley, General Manager of Barsotti’s Body & Fender, as the recipient of the 2024 Fender Bender Award. With 23 OEM Certifications and an I-CAR Gold Class accreditation, Barsotti’s sets the standard in their industry by also being an environmentally conscious operation and actively involved with the California Autobody Association. Congratulations to Amber and her dedicated team from all of us at Axalta. We are proud to support your exceptional work and look forward to your continued partnership with Axalta.
CAPTURING INFORMATION
IS KEY WHEN DOING AN INTAKE
Thorough intake forms can help catch issues before starting work on a vehicle.
By TODD KORTEMEIER
THINGS THAT SEEM LIKE common sense at a collision repair shop might not be so obvious to customers.
The employees of Paap Auto Body in Mattoon, Illinois, once found that lesson out the hard way. It is the shop’s standard practice that after things like blind spot monitors and intelligent cruise control are recalibrated, someone from the shop will have to drive the car about 20 miles to make sure everything is back to normal. But someone forgot to tell the customer that.
“The customer saw us with their car out on the interstate,” recalls shop owner Tim Paap. “We failed to tell them that we were taking their car for a test drive to make sure everything worked properly. Customer wasn’t very happy.”
You only get one chance to make a first impression. That’s an old saying—but it’s one that any business owner would be wise to heed. For a collision repair shop, that first impression is the intake process. Sure, there may be initial conversations over the phone or messages exchanged via email, but it is when the customer is there in person to hand over the keys that the relationship really begins. And having a thorough, consistent intake process is key to that relationship starting smoothly.
Get Everything in Place
Gathering information is the first step in any intake process, and it starts with the first moment of customer outreach. The customer calls to schedule an appointment, and the Paap Auto Body team sends them a repair authorization form, which can be completed electronically. When the customer then brings their car in, the real information gathering begins.
The Paap team will go over the car with the customer, pointing out the damage to be fixed as well as any existing damage not part of the repair. They’ll do a pre-wash of the vehicle, including wheels and tires, and then take pictures. That’s all to ensure that nothing is missed.
“If some dirt or something was covering up some scratches, or something of that nature, we found it and we send those to the customers,” says Paap.
And while the information gathering is crucial, it is also important not to lose sight of the customer experience. Drivers experience an accident roughly once a decade, so they are often lost and looking for guidance and direction. Paap Auto Body sends all of its customer service representatives through a class Mike Anderson, owner of Collision Advice, offers on providing a great customer experience, which helps them treat customers with respect while also getting the information the business needs.
“Empathy, trust, and direction is kind of how we go through it,” Paap says. “Because a lot of (customers) are lost when they come in. And then they’re trying to listen to their insurance companies who have hired these people by phone interviews, and they don’t even know what they’re doing. So, we try to guide them in the right direction that we feel is best for them to go down the proper road to getting their car properly repaired.”
Put Pen to Paper
A key to the intake process in Paap’s mind is a form to capture all pertinent information that might not be immediately obvious in a repair. The Paap Auto Body intake form covers all basics such as contact info, insurance claim information, etc. But it also asks important questions like if the driver felt an impact from the crash, what the road conditions were, if the vehicle is equipped with any aftermarket parts, and more.
In modern vehicles, every detail matters. Even where passengers were seated in the vehicle and if they were wearing seat belts gives vital information for completing a safe repair. For example, the repair procedure for Hyundai calls for the replacement of all seat belts that were in use at the time
of an accident, no questions asked. Anything that could be a factor in completing the repair belongs on the intake form.
“Also, the speed in which the car was going for the transfer of energy to the car,” Paap adds. “So, you kind of have a general idea of how fast the car was going, what direction, if there’s any ceramic coating or anything on the car, the speed if it was dry out, if they got spun out, or if they got shoved sideways. If they got shoved sideways, did that flat spot the tires? These are all questions on our intake form when a customer comes in.”
The intake form is a key piece of documentation along with clear and detailed photographs; Paap cites both as must-haves in any thorough intake process. With all that information in place, the vehicle gets pre-scanned in the same spot where it received its pre-repair wash. From there, it’s onto production.
Pay Attention to the Little Details
Cars, of course, feature more technology on board than ever before. While things like adaptive cruise control will be calibrated during the repair process, lower-tech conveniences are something that can be addressed while doing a vehicle intake. Think of things like the car’s compass pointing in the right direction or radio station presets going back to normal after removing a battery.
“Nissan, when you disconnect the battery, you need to go in there and reset all their HVAC settings, basically the driver side and passenger controls of the HVAC system,” Paap says. “So, you have to go in there and reinitialize all those things of that nature that we learn that are car-specific.”
And, don’t forget to let the customer know that this may all involve a test drive.
“If you see your car out on the interstate, or your friends see your car out on interstate, that’s what we’re doing with it.”
"The Pro-Stat gun is a game changer. It helps keep paint jobs clean, reduces polish work, helps metallic lay out and helps us achieve our high quality standards."
Celebrating Excell ence In Collision Repai r
At Pro-Stat, we are incredibly proud to partner with Amber Alley and her outstanding team, who have set a new standard in collision repair. Amber’s dedication to quality and innovation has not only earned her the prestigious Fender Bender Award but has also proven the power of the Pro-Stat Gun in achieving perfection in every job.
Amber knows that in today’s competitive landscape, every detail matters. That’s why she trusts the Pro-Stat Gun to eliminate static—the invisible enemy that causes paint film contamination, uneven application, and dark edges. With the Pro-Stat Gun, Amber can focus on what she does best: delivering flawless finishes and unmatched customer satisfaction. Congratulations to Amber Alley, Winner of The Fender Bender Award for Finest in Collision Repair!
Pro-Stat Gun Benefits
• Reduce Dirt Inclusions: By up to 90%, leading to a cleaner, smoother finish
• Perfect Metallic Laydown: Achieve consistent color matching across all substrates.
• Save Time and Materials: Reduce polishing and rework, increasing productivity & profitability
Ready to take your shop to the next level? Stay tuned for ProStat Quantum, the revolutionary system that delivers the Pro-S with zero upfront costs, adding value to every repair order Imagine the possibilities!
Motor Age Training offers the most complete and extensive collection of B-Series Collision Repair training guides available anywhere!
*training guides available in a variety of formats THANKS
The Magic You Are Looking for is in the Work You Are Avoiding
Sometimes we have to let our egos down, be transparent with ourselves, and do the work we know needs to get done.
After I attended the Auto Body Association of Texas Trade Show and then a Shopfix Academy conference, I was motivated and had all these ideas. I just went back to my normal routine. But then I came across a quote from Dipen Parmar: “The magic you are looking for is in the work you are avoiding.” There are so many things in my shop I know I need to address that I’ve put off. I’m always busy doing busy work and not doing the tedious work that needs to get done so I can run a more profitable shop.
Devise a Yearly Marketing Plan
I have plenty of marketing for my business that I have done throughout the years that is still in place. I add items here and there and sponsor things as they come up, but I have never sat down and made a comprehensive marketing plan. This is so I know how much money I am spending on marketing and to gauge what is giving me the most bang for my buck. On my comprehensive marketing plan, I have the following items: Website and SEO with retargeting, digital marketing to include Facebook, Google, Yelp, and LinkedIn ads, email marketing, text marketing, direct mail, radio and television. After I derive all the avenues of marketing that are available to me, I list what I’m currently doing and what I am interested in doing. Then I send out to all the marketing companies that I have worked with and ask them to come back to me with bids on items that they can handle and to put something together for me to review. The goal is to set a marketing plan and leave open enough money each month for community sponsorships as things come up. I let all the marketing companies know that what I choose is set for the next two years then repeat the process in two years.
Revise Chart of Accounts and P & L Statement
I’m great at numbers and I know what I’m bringing in and what I have going out. My chart of accounts, though, has been a hot mess and that throws off my profit & loss statement because I cannot just look at the report and see where there is a problem. I’ve known about the issue, and I also know I’m the one who caused the issue. When I first started the shop, I made my own chart of accounts. Then I started attending a regional performance group and tried to implement
its suggested chart of accounts. When I implemented the chart of accounts from my performance group, I never fully set it up. I had problems mapping things from CCC into Quickbooks, and there were so many account types to track that I ended up setting it to the side to come back to. That usually didn’t happen.
Finally, I went into the shop on a Saturday when no one would be there and could distract me. I cleaned up my chart and made my profit & loss statement clear and easy to read so I could spot things when something is off. What I did for the chart of accounts was take the one I had from my regional performance group and tweak it to what I want to track in my small shop. It may not be as in-depth as some of these large MSOs that can pay a whole accounting department or company to track every minor thing in the shop, but my chart tracks what I find to be the most important things. I just had to remind myself it’s okay to veer away from what everyone else is doing and do what makes sense for your own shop.
Hire a Shop Consultant
When I took over my shop, it was making less than $500,000 a year. In less than 10 years, I now have it bringing in $3 million dollar shop. I had an insurance background but had never worked directly in a shop or run a shop before. Everything has been from blood, sweat, tears, and a lot of trial and error. I’ve known for a long time that if I want to go further, I’m going to need a shop consultant. I have met a lot of consultants at industry events, but I was always intimidated by hiring one.
I decided I want to take my shop to $5 million, I needed to swallow my pride and hire one. I interviewed eight consultants and picked one not who I thought would be the strongest to battle the insurance industry. Instead, I picked a consultant who worked with my personality. If I cannot relate to them or get rubbed the wrong way when they’re advising me, I’m more likely to waste my money in not heeding their advice.
We just have to remember “The magic you are looking for is in the work you are avoiding,” and sometimes that means letting our egos down, being transparent with ourselves, and actually doing the work that we know needs to get done, even when we don’t want to do it.
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
As Car Insurance Rates Rise, Help Ease Your Customers’ Burdens
Implement cost control measures, enhance education, and diversify services to meet their evolving needs. gies to foster this trust include:
Car insurance rates are on the rise, and for many consumers, this trend brings added financial stress and anxiety. The collision repair industry, already navigating an unpredictable economic climate, faces new challenges as business as usual becomes more difficult. Understanding these dynamics and making strategic adjustments will be crucial for collision repair shop owners over the next few years.
The Consumer Perspective: Financial Pressure and Anxiety
Consumers are feeling the pinch. Increased insurance rates add to their financial burdens, leaving many anxious about their financial future. This growing concern means that repair shops must be more sensitive to their customers’ financial constraints and look for ways to ease the burden.
Importance of Repair Standards and Safety
Educating consumers about repair standards and safety is more important in this evolving landscape than ever. Consumers need to understand the importance of comprehensive repairs and why prioritizing quality over cost can save them in the long run. As shop owners, we have a duty to provide clear, accessible resources that highlight these critical points.
The New Norm for Payments
Gone are the days when consumers could rely heavily on just paying deductibles. Today’s vehicle repair standards often necessitate payments beyond these deductibles. Our shops must help consumers validate and prioritize these payments, ensuring their vehicles are repaired to the highest safety standards.
Cost Control Measures
We need to implement more stringent cost control measures to offset the impact of these increasing rates. By doing so, we can maintain competitive pricing without compromising the quality of repairs. This may involve:
• Regularly reviewing and optimizing operational costs
• Negotiating better terms with suppliers
• Investing in technology that reduces costs over time
Enhancing Customer Education
Educating customers on the importance of repair standards and safety should be a top priority. Simple, clear communication can help consumers make informed decisions, leading to higher satisfaction and trust. Consider implementing the following strategies:
• Hosting informational workshops or webinars
• Providing detailed, easy-to-understand literature on repair processes and standards
• Offering personalized consultations to explain repair needs and costs
Diversifying Services
To better accommodate financially pressured consumers, we should consider diversifying some services to include more affordable repair options we at one time wouldn’t consider. This might involve:
• Offering tiered service packages that allow consumers to choose the level of repair they can afford
• Introducing payment plans that spread the cost of repairs over time
• Highlighting preventive maintenance services that can reduce the likelihood of more expensive repairs in the future
Staying Competitive in a Shifting Market
The next few years will be challenging as government stimulants dissolve and business conditions worsen. To stay competitive, we must:
• Continuously assess the market to identify new opportunities and threats
• Stay updated with industry trends and technological advancements
• Develop stronger relationships with all partners to streamline the claims process and improve customer experience
Consumer Trust and Loyalty
As we know, building trust and loyalty among consumers is vital. Customers are more likely to return to a repair shop they trust, especially during financially stressful times. Strate-
• Providing honest, transparent pricing and repair estimates
• Ensuring high-quality repairs with rigorous quality control checks
• Engaging with customers through follow-ups and feedback requests to continually improve service
Wrap-up
Increasing insurance rates present a significant challenge for both consumers and shop owners. By understanding these pressures and strategically adapting, we can better serve our customers and maintain our shop’s operational health. Now is the time to implement cost control measures, enhance customer education, and diversify services to meet your customers’ evolving needs. At the heart of these strategies is a commitment to quality, safety, and customer satisfaction. These principles will not only help you weather the current economic storm but also position your shop as a trusted partner for years to come.
DREW BRYANT has been the owner of DB Orlando Collision since August 2011. A 20 group leader, in-demand conference speaker, and award-winning shop owner, Bryant takes a nontraditional approach to process implementation, lean process development, and overall operational experience while remaining dedicated to his staff’s personal and professional development.
EMAIL: drew@orlandocollision.com
ARCHIVE: fenderbender.com/bryant
Automakers Said Repair Choice Will Always Exist
ALLIANCE FOR AUTOMOTIVE INNOVATION
“Automotive right to repair already exists and always will.”
– AAI memo, October 2022
... Mechanic says he can’t work on your car because they’ve officially been locked out of computer systems
AUTO REPAIR HITS THE AIRWAVES
“You can’t do the simplest job anymore without being able to get into the computer system...”
– said Dwayne Myers, co-owner
Dynamic Automotive
“Auto repairers across the U.S. have access to the same repair and diagnostic information provided to auto dealers.”
– John Bozzella, president and CEO, Alliance for Automotive Innovation (AAI)
“TikTok user Shorty of Shorty’s Speed Shop… garnered over 301,000 views when he showed viewers what mechanics had to do to be able to repair newer car models. ‘It has officially happened. 2024 Ram 3500, authorization denied,’ Shorty said as he showed viewers the computer screen.”
REPAIR ACT (H.R. 906):
Level the playing field by ensuring equal, secure access to necessary vehicle repair and maintenance data.
SMART ACT (H.R. 1707):
Restore choice by protecting the availability of affordable aftermarket parts alternatives.
