FenderBender - October 2019

FENDERBENDER.COM / OCTOBER 2019

4 READS FOR MARKETING SUCCESS PAGE 73

Strategies & Inspiration for Collision Repair Success

Marketing Know-How Through simple, yet assertive, marketing efforts, Kim Barks has built relationships in the community that have paid off in shop growth.

DOMINATE YOUR

MARKET The key to generating word-of-mouth that drives customers PAGE 42

P R E V I E W PAG E 51

RAINS:

SPECIAL PROMOTION

WHAT’S HOLDING YOU BACK? PAGE 33

PAG E 105

THE YEAR IN CONSOLIDATION PAGE 36

NOTHING MATCHES TODAY’S COLORS BETTER Infiniti Solar Mica. Inspired by the radiant energy of our sun.

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©2019 PPG Industries, Inc. All rights reserved. The PPG Logo and Envirobase are registered trademarks of PPG Industries Ohio, Inc.

2 fenderbender.com | October 2019

TARGET

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October 2019 | fenderbender.com 3

THERE ARE NO SUBSTITUTES.

Many imitation parts have fit problems, ranging from twisted metal and misaligned mounting holes to major gap variances.

Don’t settle for imitation, give your customers the real deal.

FOR MAXIMUM QUALITY AT COMPETITIVE PRICES, CONTACT AN AUTHORIZED MITSUBISHI DEALER TODAY.

2019 MITSUBISHI MOTORS NORTH AMERICA, INC. ALL RIGHTS RESERVED 4 fenderbender.com | October 2019

october

1 0 .1 9 / V O L U M E 2 1 / N U M B E R 1 0

Refined Routine By scheduling meticulously, shop owner Chance Smith (left), finds time to address any employee concerns at his Florida facility.

F E AT U R E

PROFILE

C A SE STU DY

S H O P TA L K

36

42

80

92

By stressing customer service, one Las Vegas shop is thriving despite a lack DRPs.

Chance Smith’s detailed daily schedule has helped improve operations at his Florida shop.

BY MELISSA STEINKEN

BY MELISSA STEINKEN

INDUSTRY FORECAST Factors like private equity investment have begun to impact industry consolidation.

BY KELLY BEATON

MARKETING MADE EASY Small, subtle marketing efforts have paid dividends at Compete Car & RV Repair.

STELLAR SERVICE

IDEAL EFFICIENCY

CHARLES LERETTE PHOTOGRAPHY

BY MELISSA STEINKEN

Printed in the U.S.A. COPYRIGHT ©2019 BY 10 Missions Media LLC. All rights reserved. FenderBender (ISSN 1937-7150) is published monthly by 10 Missions Media, LLC, 571 Snelling Avenue North, St. Paul, MN 55104. FenderBender content may not be photocopied, reproduced or redistributed without the consent of the publisher. Periodicals postage paid at St. Paul, MN, and additional mailing offices. POSTMASTERS Send address changes to: FenderBender, 571 Snelling Avenue North, St. Paul, MN 55104.

October 2019 | fenderbender.com 5

TAB LE OF CONTENTS

OCTOBER

QUICK FIX

12

21

30

Effectively use lean processes

The future of 3-D printed parts

Simon's Auto Body

14

23

Examining which pay plans pay off

Eye-opening labor shortage research

PAST THE PAGE

ANALYSIS

NUMBERS

SNAP SHOP

THE BIG IDEA

VIEWPOINT

16

26

The keys to stressfree leadership

Insurer fined eight figures for charging illegal fees

AWARDS INSIGHT

DRIVER'S SEAT Move past limits

Overcoming limiting beliefs

BY KEVIN RAINS

LIGHT HITS

Lavish Lobby The customer waiting area at Simon's Auto Body in Massachusetts features leather couches, setting a relaxing tone when clients arrive.

ONE TOOL TO RULE THEM ALL

COURTESY SIMON'S AUTO BODY

17

33

30

P ODCASTS

V IDE OS

T H E M O S T E F F I C I E N T WAY TO IMPROVE BUSINESS

Gain access to business-building podcasts, videos, articles and more.

All in one spot. Wherever you go.

AND

ARTI CLES

MORE

THE 2019 FENDERBENDER FB TO GO APP

DOWNLOAD FOR FREE IN APP STORES FOR ANDROID AND iOS

6 fenderbender.com | October 2019

SPONSORED BY

S T R AT E G Y

51

SEMA PREVIEW Navigate the 2019 SEMA Show

72

IDEA SHOP Read impactful marketing books

75

HUMAN RESOURCES Five tips for hasslefree firing

79

87

100

CUSTOMER SERVICE

UPDATE Expand your industry contacts

Overcome client objections

102

91

OUTSIDE THE LINES

IN THE TRENCHES

Why training must be prioritized

Avoid workflow roadblocks

BY JASON BOGGS

BY STEVE MORRIS

PROCESS DRIVEN Save money with on-site staff training

BY RYAN CROPPER

GET T Y IMAGES

87

HASTA LA VISTA,

Set up. Turn on. Walk Away.

It is that easy.

BABY.

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800.334.1334 • sales@equalizer.com •October www.equalizer.com 2019 | fenderbender.com 7

TAB LE OF CONTENTS

ONLINE EXTRAS

CLICK ON THE LOGO BELOW FOR PRODUCT INFORMATION AkzoNobel

CARSTAR

Global Finishing Solutions

Micro Tech Resources

AUTEL

CCC Information Services

Honda

Mitsubishi

SEMA

SATA/Dan-Am Company

GENUINE PARTS

Auto Job Central

ECS Automotive

I-CAR

Nissan

Sherwin-Williams Automotive Finishes

AutoNation

Equalizer

Industrial Finishes

Novus Franchising

Snap-on

Axalta Coating Systems

FenderBender Managment Conference

ITW Evercoat

O'Reilly Auto Parts

Spanesi Americas

2019

C O N N E C T. T H R I V E . G R O W.

BASF

Ford

KECO Body Repair Products

PPG

TCF Bank

CAPA

Fuji Industrial Spray Equipment

LAUNCH Tech USA

ProSpot

TechForce Foundation

TECH USA

Car-O-Liner

8 fenderbender.com | October 2019

Toyota

EDITORIAL Bryce Evans Vice President, Content and Events Anna Zeck Editorial Director Kelly Beaton Associate Editor

COLLISION

Melissa Steinken Staff Writer Nora Johnson Special Projects Editor

C A S T

Jordan Wiklund Special Projects Editor Jason Boggs Contributing Writer Ryan Cropper Contributing Writer Steve Morris Contributing Writer Kevin Rains Contributing Writer

EDITORIAL ADVISORY BOARD Jason Boggs Boggs Auto Collision Rebuilders Justin Fisher CARSTAR Yorkville Bob Pearson Pearson Auto Body Mark Probst Probst Auto Body

FenderBender’s

PODCAST NETWORK

Randy Sattler Rydell Collision Center Doug Voelzke Doug’s Custom Paint and Body

ART AND PRODUCTION Zach Pate Art Director

SERIES WITH NEW EPISODES EACH MONTH. Explore the industry’s biggest trends & most pressing topics.

Mitch Bradford Graphic Designer Fue Vang Graphic Designer Lauren Coleman Production Assistant Dylan Novacek Integrated Marketing Designer

SALES Chris Messer Vice President and Publisher 651.846.9462 / cmesser@10missions.com Andrew Johnson Associate Publisher 651.846.9459 / ajohnson@10missions.com Nathan Smock Sales Manager

ADAPT.

651.846.9452 / nsmock@10missions.com Ross Kirgiss Regional Advertising Sales 651.846.9485 / rkirgiss@10missions.com Shayna Smith Customer Success Representative 651.846.9460 / ssmith@10missions.com Jen George Client Service Specialist 651.846.9465 / jgeorge@10missions.com

10 MISSIONS MEDIA Jay DeWitt President Mariah Straub General Manager and Production Manager Meghann Moore Bookkeeper and Client Service Specialist Katie Cornet Event Coordinator Tiffany Fowler Senior Digital Media Strategist Kasey Lanenberg Marketing Communications Specialist Amanda Nicklaus Administrative Assistant HOW TO REACH US 571 Snelling Avenue North, St. Paul, MN 55104 tel 651.224.6207 fax 651.224.6212 web 10missions.com The annual subscription rate is $72 (U.S.A. only) for companies not qualified to receive complimentary copies of FenderBender.

BACK ISSUES Past issue single copies are $8.

Go to fenderbender.com/backissues LETTERS TO THE EDITOR editor@fenderbender.com ARTICLE REPRINTS

DISRUPT. HOW I DID IT. MSO PODCAST. VISION.

A DA P T S E R I E S S P O N S O R E D BY:

M S O P O D C A S T S E R I E S S P O N S O R E D B Y:

For high-quality reprints or e-prints of articles in this issue call 651.846.9488 or email reprints@fenderbender.com.

Opinions expressed in FenderBender are not necessarily those of 10 Missions Media, and 10 Missions Media does not accept responsibility for advertising content.

LISTEN AND SUBSCRIBE SEARCH “COLLISIONCAST” IN APPS FOR APPLE AND ANDROID

PODCASTS

STITCHER

POCKET CASTS

AUTOMOTIVE GROUP

October 2019 | fenderbender.com 9

tHE pERfECt

tRust tHE oRiGiNa safEty The original parts used on a Nissan vehicle are designed and built to provide optimum fit, function, safety, and structural integrity. Trust Genuine Nissan Parts to function properly with today's sophisticated vehicle safety systems..

sECuRity Your customer’s security is security for your shop. Show that you used new Genuine Nissan Parts, approved repair procedures, and pre-/post-repair scanning with system calibration for their protection. .

satisfaCtioN New Genuine Nissan Parts improve customer satisfaction and help avoid costly comebacks for poor performance and improper fit and finish.

*Discount off MSRP for eligible popular part categories only. MSRP excludes all applicable taxes. Dealer sets actual price. See participating Dealer for details. Exclusions apply.

Dealers not required to support all tools. Contact your Dealer for available parts ordering options that best meet your needs. Always wear your seat belt and please don't drin trade names are those of their respective owners. Š2019 Nissan North America, Inc. 10 fenderbender.com | October 2019

fit is DEsiGNED iN.

al. GENuiNE NissaN paRts. REputatioN Every repair you complete puts your reputation on the line. Using Genuine Nissan Parts and approved procedures puts you one step closer to that 5-star rating you deserve.

EssENtial tools Use TraxPod™ and CollisionLink® to receive competitive pricing* on new Genuine Nissan Parts.

CERtify youR sHop Becoming a Nissan Certified Collision Center shows that your shop meets or exceeds manufacturer standards for tools, equipment, training, and facilities. For more information visit GetNissanCertified.com.

partsadvantage.Nissanusa.com

Subject to part availability. Value Advantage® remanufactured engines and transmissions are not included in eligible part categories and are not eligible for discount. nk and drive. The Nissan names, logos and slogans are trademarks owned by or licensed to Nissan Motor Co. Ltd. and/or its North American subsidiaries. Other trademarks and

October 2019 | fenderbender.com 11

PAST THE PAGE DISCUSSIONS, FEEDBACK, CONTENT AND MORE FROM AROUND THE WEB

PODCAST

COLLISION C A S T

Podcast Primer: Using Lean Processes Effectively

BOOSTING BUSINESS BY TEXTING For the website’s weekly blog post, FenderBender recently spoke with Brett Steele, a regional director for Podium, an interaction platform that gives customers options for messaging and customer interaction. The topic: how to utilize texting to improve a body shop’s customer experience.

Texting, of course, is as popular as ever, as research supports. Roughly 97 percent of adults text weekly. And, 89 percent of customers want to use text messaging to communicate with businesses like body shops, according to Podium.

So, how can body shop operators use texting to better engage with customers?

Here was Steele’s main suggestion: When texting, interact in a conversational manner.

He feels that connecting on a fairly personal level can be beneficial and help secure repeat customers.

When a body shop begins utilizing texting methods like those made available by SMS messaging software, Steele says, it typically pays dividends, and customers open a text message within the first 3 minutes about 90 percent of the time.

You can find the full blog entry at fenderbender.com/textmessages.

LET’S GET SOCIAL

The staff at FenderBender will be attending multiple major collision repair industry events in the weeks ahead, such as The 2019 SEMA Show.

To get behind-the-scenes access from SEMA in Las Vegas via frequent, quickhitting livestream videos, make sure to follow FenderBender on Facebook.

Our editorial staff would also love to interact with you—and see your SEMA Show photos if you’re in attendance—so please make sure to tag the magazine with your social media posts. You can find all of FenderBender’s key social media information at right.

Corrections In its August issue, FenderBender wrote that Cline Collision Repair LLC in Chambersburg, Pa., has an average monthly car count of 19. The correct number is 19 per week, or approximately 76 per month. FenderBender regrets the error.

In the September issue, FenderBender incorrectly stated that 2019 FenderBender Awards winner Marie Peevy was instrumental in creating a scholarship through the Collision Repair Education Foundation that highlighted recruiting and retaining young individuals. Additionally, the magazine incorrectly noted Peevy’s years of experience in the collision repair industry; she has over 13 years of experience. FenderBender regrets both errors.

12 fenderbender.com | October 2019

JOIN US ONLINE fenderbender.com fenderbender.com/facebook twitter.com/fenderbendermag fenderbender.com/linkedin instagram.com/fenderbendermag

GETTY IMAGES

REPORTER'S BLOG

FenderBender produces five podcasts per month, with topics aimed at offering advice on how to navigate life as a shop leader.

A recent episode of the FenderBender’s CollisionCast featured Ken Hunnell, the general manager of All Angles Collision Repair and its five locations in Kansas. Hunnell noticed a significant improvement in cycle time when All Angles began utilizing lean philosophies in 2015.

Hunnell says lean processes often motivate a shop staff to seek continuous, incremental improvement.

“As we grew, we knew we needed to have a duplicatable system,” Hunnell explains. “If you’re really committed to them [lean processes are effective].

Once we implemented the system and really got it going, we ended up trimming about two days off our overall cycle time. Really, it’s about empowering your technicians to not be afraid to challenge things and change our system or processes—stress points that we can improve and iron out.”

To hear more insight from Hunnell, access the podcast episode at fenderbender.com/podcasts

BE THE AUTHORIT Y ON FORD COLLISION REPAIRS. WITH THE BADGE TO PROVE IT.

INTRODUCING THE FORD CERTIFIED COLLISION NETWORK. Display this badge and let customers know you receive information, tips and expert guidance straight from the factory. A distinction that will set your shop apart.

Enroll now at Collision.Ford.com/fordcertifiedcollisionnetwork.

October 2019 | fenderbender.com 13

BY THE NUMBERS THE TOPIC S, TRENDS AND METRIC S DRIVING YOUR OPER ATION

EXAMINING IDEAL TECHNICIAN PAY PLANS Which technician pay plan tends to inspire the greatest shop floor productivity? Findings from the 2019 FenderBender Industry Survey provide some indications—though the answers aren’t as clear-cut as one might think.

Flat rate pay is the most popular pay plan used by shop operators (48 percent of survey respondents). But, while that pay plan appears to inspire many of the best shop metrics, hourly-pay-plus-commission produces very similar outputs. Here’s a closer look at the key performance indicators (KPIs) that each of the four most popular pay plans tends to inspire at body shops.

YEARLY SALES VOLUME OF $1M+

HAVE AVERAGE TECH. EFFICIENCY OF 100%+

CSI OF 90%+

AVERAGE TECH. PRODUCTIVITY OF 100%+

HAVE JOB START-TO-COMPLETION CYCLE TIME OF 7 DAYS OR LESS

AVERAGE SUPPLEMENT RATIO OF 15% OR LESS

FLAT RATE

PAY PLAN HOURLY

SALARY

HOURLY+ COMMISSION

Not long ago, FenderBender provided an in-depth analysis as to how shop operators can pinpoint the ideal technician pay plan for their shop. The article examined the pluses and minuses of a handful of pay structures, from hourly rates to those featuring team-based systems. One often overlooked tip: build a pay plan with your employees. Read the full report, examining several setups, at fenderbender.com/technicianpay.

14 fenderbender.com | October 2019

GETTY IMAGES, STAFF GRAPHIC

LEARN MORE

OEM & AFTERMARKET

ONE CALL GETS THEM ALL AutoNation is one of America’s Largest Wholesale Parts Network. We have all the OEM and aftermarket parts you need from Acura to Volvo and everything in-between.

Look for the AutoNation booth at AAPEX 2019.

For more information, call

855.462.9042 (ACProductSupport@AutoNation.com)

or see us this November at AAPEX 2019

BOOTH 6216 October 2019 | fenderbender.com 15

FINES HE

T

T

AWARDS INSIGHT

AWARDS NOMINEE:

DERRICK THOMAS—

GENERAL MANAGER WRIGHT ONE PAINT AND BODY COLLISION CENTER AUGUSTA, GA.

CO

LLI

AI

IN

R

AWARDS P SION RE

FenderBender Awards Insights feature past FenderBender Award nominees. For more information, go to fenderbender.com/awards.

Staying Organized as a Shop Leader provide an upbeat vibe on a daily basis.

Thomas, the general manager at Wright One Paint and Body Collision Center in Augusta, Ga., strives to put a smile on staff members’ faces from the moment he steps on the shop floor each morning.

“I care about my employees and, at the end of the day, want them to be great,” explains Thomas, in his 12th year in the collision repair industry.

Adrian Wright, the owner of Wright One, says Thomas’ energetic nature is vital on her shop floor, and that he “handles whatever’s thrown his way with pride.

“He handles 24-hour towing, consumer concerns, staff meetings, and so much more.

He … keeps operations flowing,” she says of Thomas.

Yes, Thomas maintains ceaseless positivity despite a work schedule that stretches well beyond 5 p.m. many days. And, he recently spoke with FenderBender about the keys to staying positive—and, just as importantly, organized—when juggling multiple leadership responsibilities at a body shop.

require everyone to tow the rope on occasion. For example, when it comes to operating Wright One’s two tow trucks, Thomas makes sure that the tasks are shared by multiple employees, though he oversees the process.

The city of Augusta can call on Wright One’s towing services at all hours of the night. And, the Georgia shop is expected to get a truck to tend to a wreck within roughly 30 minutes once called upon.

Towing “can be a hassle in itself,” Thomas says with a laugh. “Especially when we’ve got bad weather. We just kind of rotate” responsibilities.

Envision a daily gameplan.

body technicians, gauging their work in progress. He offers encouragement, suggestions, and insight in an effort to keep the shop floor productive.

He also makes sure to listen to the feedback of Wright One’s employees.

And, by doing so, he garners the respect of staff members who, in turn, work extremely hard for him by all accounts.

“I get with everybody and see what they need, and see what I can help with,” the general manager notes. “Then, at 10 o’clock, we all come together, do a meeting, and go over what we’re trying to accomplish for the day.”

Clarify Employee’s Expectations.

Foster open dialogue with employees.

Delegate When Appropriate.

In Derrick Thomas’ eyes, positivity leads to a productive workplace. And he strives to

Like many shop operators, Thomas studies work in progress (WIP) by monitoring shop software like Wright One’s CCC ONE system. He also makes heavy use of his smartphone’s “notes” function, documenting his to-do list.

But, the general manager also spends time at the end of each day plotting out his plan for tomorrow. Thomas feels that planning process keeps him focused on the tasks that must be accomplished each day.

“I send a note to myself and go through it at night,” he notes.

Each morning, the first thing Thomas does is touch base with estimators and 16 fenderbender.com | October 2019

While Thomas has a reputation as a tireless worker, he’s also realistic enough to know that some shop tasks

In an effort to keep Wright One’s shop floor efficient—and to help keep his to-do list from getting overwhelming—Thomas makes sure to update his staff frequently with regard to shop procedures.

“Everything we try to do has an SOP to it,” he says. “We go over them at meetings. And, at least once a month we’ll do a refresher of the SOPs; We’ll walk through the whole shop and say, ‘This car is waiting for parts,’ for example. We’ve got a whole system.”

By ensuring that his workload remains tenable, Thomas is allowed to lead his staff effectively. And that keeps him, and his staff, positive far more often than not.

“Employees, I can relate to them and encourage them,” Thomas says. “The key is to lead by example.”

COURTESY OF WRIGHT ONE PAINT AND BODY COLLISION CENTER

B Y K E L LY B E AT O N

DRIVER ' S SE AT

‘Just What the World Needs’ On the need to identify—and break through—limiting beliefs A few weeks ago, I received a particularly blunt e-mail in my inbox. No

subject line, no salutation, no signature. A single sentence: "Just what the world needs—a young girl director for a body shop magazine!"

To be honest, I laughed when I got the email. One, because it’s not the first (and probably not the last) time I’ve received an email like that. And two, because I think that’s exactly what this world needs.

It’s no secret that this industry (and many others) has a talent shortage.

And while there are many contributing factors to that shortage, I can’t help but wonder if it partly has to do with an old-school mindset so deeply engrained in this industry that it limits progress.

Let’s look a little closer at the implication of that email and the stereotypes at play. One, that a young person shouldn’t be the editor of this magazine. Two, that a girl shouldn’t be the editor of this magazine. Three, that it’s actually a detriment to the industry that someone who falls into both of those categories is the editor of this magazine.

Maybe you agree with this reader. Maybe you don’t. Regardless, here’s my question for you: Why not me? Why shouldn’t a young woman—enthusiastic and passionate about this industry—be the editor of this magazine?

Is it too hard to imagine that the basis of my job is dependent on a level of knowledge and experience, as well as a specific skill set, rather than gender or age? Just thinking about the answer reveals a whole slew of limiting behaviors and beliefs.

Sure, I didn’t grow up in this industry. I’ve never changed the oil in my car. But why is that a requirement to being part of this industry?

And if you think it is, well, the talent shortage might force you to change that belief. Study after study has shown that kids aren’t going into the trades the way they used to. It’s a shame, and I sincerely hope we’re able to make progress with schools, counselors, parents and kids to push more students into these wonderful careers. But, without that steady stream of people entering the industry as in the past, you’re more than likely going to need to widen your pool of applicants—and your definition of what this industry looks like.

To be fair, this is a two-way street. I’ve made judgments of this industry, too. For years, I felt extremely out of place. I was convinced I had little in common with those in the industry. I felt defined by my “outsider” status, and I chose to let that define my experience. It almost pushed me out of the industry and this job altogether. But, over the past year, I made a conscious choice to put myself out there and keep an open mind. What I found was that, once I adopted a mindset of seeking out similarities, rather than differences, I had plenty in common with nearly everyone in the industry.

Coincidentally, columnist Kevin Rains also wrote about limiting beliefs in his column this month, and in it, he quoted Henry Ford: “Whether you think you can or can’t, you’re right.” I can say, from experience, that this rings true.

For the record, I printed that email and it’s hanging up at my desk. It’s my own constant reminder to continue pushing past limiting beliefs—both my own and that of others.

ANNA ZECK EDITORIAL DIRECTOR a z e c k @10 m i s s i o n s .c o m

October 2019 | fenderbender.com 17

QUICK FIX NEWS

|

IDEAS

|

PEOPLE

|

TRENDS

Improved Workflow At Simon’s Auto Body, top-of-the-line equipment and streamlined processes ensure low cycle times.

ANALYSIS VIEWPOINT SNAP SHOP

30 COURTESY SIMON'S AUTO BODY

SN A P SHOP

18 fenderbender.com | October 2019

Essentials for Safe and Proper Honda and Acura Repairs

Collision Industry Support from the Source

Remain a cut above Maintain your edge as an American Honda Motor ProFirst Certified program collision center

:

Keeping Parts Ordering Simple y Promotional Pricing upfront while you write an estimate y Easy, streamlined ordering process saves time and reduces errors

You Supply the Tools and Skills, We’ll Equip You with the Latest Information.

Search for Honda and Acura Genuine Parts 24 hours a day, 7 days a week!

Techinfo.Honda.com Techinfo.Acura.com

ProFirst Certified program collision centers: y Meet and maintain strict certification program requirements y Receive access to the Honda and Acura Service Information Systems and Parts Catalogs y Appear on the Honda Owners and Acura Owners ProFirst Certified Shop Locator

ProFirstInfo.Honda.com Owners.Honda.com/Collision/ Owners.Acura.com/Collision/

October 2019 | fenderbender.com 19

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TOTAL SHOP SOLUTIONS LAUNCH CELEBRATION

Each qualifying purchase from any TSS partner between September 1, 2019 - January 24, *Some restrictions apply.

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WWW.SNAPON-TSS.COM/SIXBAYGIVEAWAY No purchase required. This is a trade promotion. Participants must be a purchasing employee of a dealership, automobile repair shop, and other businesses related to the automobile industry and have reached the age of majority. National accounts not eligible. Participants obtain entries by purchasing and submitting a qualifying purchase order of any of the qualifying products invoiced over $2,500 or Mitchell1 subscription invoiced over $150 per month from Sponsor and providing their e-mail address during the Giveaway Period. Grand Prize: Bay Package valued at $59,922; Second Prize: Bay Package valued at $45,627; Third Prize: Bay Package valued at $18,702. There will be one (1) total Winner chosen for each prize. All entries must be submitted between September 1, 2019 at 12:00:01 A.M. Central Time (“CT”) and January 24, 2020 at 11:59:59 P.M. CT (“Giveaway Period”). Chances of winning depend on the number of eligible entries received. See Official Rules for full details. Drawing will be held February 5, 2020. Snap-on is a trademark of Snap-on Incorporated. ©Snap-on Incorporated 2019.

VISIT TSS AT SEMA NOV. 5-8 IN LAS VEGAS AT BOOTH #10809 IN THE NORTH HALL! 20 fenderbender.com | October 2019

QUICK FIX

ANALYSIS

POTENTIAL BEHIND 3-D PRINTED PARTS 3-D printed parts could make otherwise unrepairable plastic parts repairable

BY MELISSA STEINKEN

You may have seen it yourself. A car comes

into the shop with only minor parts of the headlight damaged. Most commonly, the parts are lugs or brackets attaching the headlight to the car body. If the broken pieces are still available, small damages are repaired using a method like two-part bonding agents or plastic fuse welding with a heat gun.

Typically, however, the headlight is thrown away and goes to a landfill.

A traditional repair would require the manufacture of a new lug and a skilled technician who can make the vehicle look brand new.

Parts solutions have long been explored in the collision repair industry and recently, Tradiebot Industries and Swinburne University of Technology in Melbourne, Australia, have partnered to bring 3-D printing and augmented reality (AR) to the collision repair industry.

While the research is taking place in Australia, 3-D printed parts could affect collision repair shops in the U.S. as well and possibly offer a more cost-effective solution.

The collaboration sees the application of a new in-house formulated polypropylene composite material, developed by Swinburne materials scientists, for the manufacture of replacement plastic bumper bar taps and headlight lugs.

“While our immediate goal is to develop a commercially useful repair technology for headlights, the developed solution can be extended to any type of plastic repair,” says Mats Isaksson, lead of the project. “A future extension might be a fully automatic repair unit.”

The project’s parts are not available yet to collision repair shops, he says. The project began in 2018 and, by the end of 2019, the team will deliver a fully working demonstrator that can do repairs with verified quality.

Dr. Kristan Marlow, director of engineering and operational technology for Tradiebot, says one of the biggest challenges for the project comes from convincing others that repairs with 3-D printing are going to an aspect of the collision repair supply chain sooner or later.

Evaluating the Effectiveness

3-D printing is a process currently being

used in industries like aviation, aerospace and automotive OEMs for the printing of end-use components. The process could allow plastic parts that were previously not repairable to now be repaired.

“This is a win-win for all key stakeholders in the repair process,” Marlow says.

“More parts will be repaired, generating more work and possible jobs, new skill sets will be created, repairs will be sped up and cost could be reduced as well.”

Isaksson says that the researchers are currently only targeting a percentage of headlights where the damages are minor, such as 1–3 damaged lugs and brackets.

The 3-D printed parts (See Sidebar: 7 Steps to 3-D Parts) will be significantly faster and cheaper than ordering replacement parts.

In fact, a fully automated repair could be performed in less than an hour at only a minor material cost.

3-D parts can be as strong as the original part. It depends on the material and the way the repair is done, Isaksson says. A major part of the current project is targeting the development of their own 3-D printable polypropylene-like material to match the physical properties and performance 7 STEPS TO 3-D PARTS Dr. Mats Isaksson, lead researcher on the 3-D printed parts project, shares how the 3-D parts are formed through the Repairbot device.

Step One: An operator attaches headlight to the robot gripper.

Step Two: The robot moves the headlight under a 3-D scanner to identify damages and calibrate the system.

Step Three: The robot moves the headlight to a trim tool to remove damaged parts and prepare the headlight surface.

Step Four: The robot moves the object under a 3-D printer head to print attachment posts out of a novel polypropylene-like material.

Step Five: A functionally identical replacement lug is added to the attachment posts.

Step Six: The robot moves the headlight with the replacement lug to a hot staking tool that secures the new lug to the headlight.

Step Seven: The repaired headlight is inspected and tested.

of the original parts. This process involves matching thermal, UV, tensile, flexural and impact properties for identical behavior.

Marlow says the goal is to have each Repairbot running at high capacity when deployed, completing 6–8 repairs per 8-hour cycle. Minimal training would be required for a technician to be skilled in operating the 3-D printing repair systems.

Inside the Industry Response

According to Isaksson, the insurance companies have been very supportive of the project because it will reduce the cost of a repair.

Tradiebot’s goal, he says, is to get OEMs involved in this approach.

“It’s a great opportunity for OEMs to look to the future of additive manufacturing in repairs and play a role in protecting the environment from these waste parts where possible,” Isaksson says. “As far as I know, there is not a set price on what these lugs could cost, so OEMs could potentially make more profit providing an additive repair service like this instead of manufacturing, storing, transporting and packaging a new part.”

Marlow says Tradiebot is looking into a fee-for-service–type business model in which the digital repair files would be supplied on behalf of a licensee. Licensees could include OEMs, independent part suppliers, or large repair groups.

Each Repairbot system will be managed centrally by Tradiebot.

“The only cost to the general repairer will be in purchasing the repaired item, which can be a fraction of the cost of a new part,” she says. “There would also be a labor cost of handling the repair or repair process that we estimate to be around 20 minutes.”

Since this is a new model that is a disruptive solution and new to the market, and there is no historical value of the repair parts or repair lugs, Marlow says, that such repair methods could be more profitable to an OEM than traditional sales of physical parts. Traditional sales of parts include a cycle of manufacturing, packing, shipping, warehouse, transporting and then sold. Old and broken parts are then sent to waste.

“Our repair solution eliminates most of this waste, ultimately benefiting the environment,” Marlow says.

October 2019 | fenderbender.com 21

INFERNO

Artist: Joe Vincent Vincent Dezigns

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22 fenderbender.com | October 2019

QUICK FIX

VIEWPOINT

SURVEY SUGGESTS TECH SHORTAGE STABILIZING While the labor shortage remains problematic for collision repairers, research suggests the issue might be leveling off, at least a little B Y K E L LY B E AT O N

S K I L L E D L A B O R / T E C H N I C I A N S H O R TAG E S

Steve Hansen Equity Analyst

COURTESY STEVE HANSEN, STAFF GR APHICS

Raymond James

Steve Hansen is “a finance guy,” first and foremost.

But Hansen, an equity analyst with Raymond James, is nevertheless trying to help solve one of the biggest issues facing collision repairers: the technician shortage. He was instrumental in creating a recent survey, published by Raymond James on behalf of the Boyd Group, that included insight from 157 North American collision repairers. The survey examines key trends currently

impacting the industry.

“The industry, as a whole, is really going to have to get its head wrapped around how they both attract new people to the industry and, ultimately, retain them,” Hansen says.

“That’s the intention [of the survey]—trying to understand how this progresses.”

Recent research from other organizations, such as the Collision Repair Education Foundation, sounds rather alarming, indicating, for example, that the industry needs 150,000 technicians in the next 10 years to meet demand. Hansen’s industry survey, however, offers at least a slight glimmer of hope for body shop operators, indicating that the technician shortage may be stabilizing somewhat.

Consider: In the second quarter of 2019, 35 percent of survey respondents—from throughout both the U.S. and Canada— said “technician availability today” is worse than one year prior; in the third quarter of 2018, that number was 10 percent higher, at 45 percent.

What’s more, 5 percent of the survey’s recent respondents actually said they felt the technician shortage was better than a year ago, representing a 3 percent increase in that category from late 2018.

Modest upticks, to be sure, but perhaps reason for optimism with regard to a sore subject within the industry.

FenderBender recently spoke with Hansen to find out more about the survey and what it says about the foreseeable outlook for collision repairers.

How would you characterize skilled labor/technician availability today versus this time last year?

100%

80%

60%

40%

20%

0%

2Q18

3Q18 BETTER

4Q18 SAME

1Q19

2Q19

WORSE

R E C R U I T M E N T & R E T E N T I O N TAC T I C S What actions, if any, are you taking to address the skilled labor/technician shortage issue?

80%

60%

40%

20%

0%

2Q18

TRAINING/CAREER PLANNING

3Q18 BETTER PAY

4Q18

1Q19 ENHANCED BENEFITS

2Q19 N/A

OTHER

Source: Supplement Advisory, Raymond James Ltd. October 2019 | fenderbender.com 23

QUICK FIX

VIEWPOINT

Why, and how, was this survey compiled?

The primary role I have is to effectively analyze and assess the prospects for publicly-traded companies—in this case, the Boyd Group. This survey is a way to collect some proprietary insight into the industry and try to understand some of the key trends and issues that might be shaping the sector either positively or negatively.

It’s my job, ultimately, to try and understand the prospects for Boyd going forward. To do that, there’s not really a lot of great data to give insight into the key issues that we tried to dig into. So, what we decided to do is collect our own set of data to try and understand how some of these issues are shaping the sector. The survey goes out once per

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quarter, to a broad list of shop owners that are predominantly independent shop operators. It’s 10–12 questions that ultimately provide [insight] about what keeps them up at night.

And we try to be transparent about this stuff. We’re not trying to keep it all to ourselves.

What, in your opinion, were the most eye-opening data points from this survey?

The way to think about this simplistically: Sixty percent of survey respondents said the issue was the same as last quarter. So, we’re not trying to sugarcoat a difficult issue. It’s still one of the most significant challenges facing the independent owner-operators.

But, if you look at it relative to the third quarter of 2018, it has improved modestly. Ten percent less respondents think the issue is worsening. It’s a small, upward trajectory. It’s still a very serious issue for the industry, but it is, perhaps, stabilizing.

You’ve studied these surveys for a while now; why do you think there was some encouraging feedback this quarter?

We ask, “What actions are you taking to address the [technician] shortage?” And we get a sense of what people are doing there. A lot of it has to do with different tactics that companies are taking.

We talk to Boyd and some of the larger companies about this on a regular basis. A lot of the industry is now effectively being forced to spend more time and capital, frankly, on training and recruitment and development. Those initiatives have been in place now for the larger players for, effectively, a year now. I suspect the rest of the industry is responding in kind.

The “training and career planning” [approach] is demonstrably the most prominently used—roughly 55 percent of respondents are using that approach. Thirty-six percent of respondents are using better pay, 32 percent are using enhanced benefits. So, it’s mostly the training and the career opportunity path, trying to map those out for people is the most prominently used. That gives you a flavor for what strategy [respondents] are using to address the issue.

SPONSORED CONTENT

TOYOTA DEALERSHIPS HELP COLLISION REPAIR CENTERS IMPROVE PROFIT AND REDUCE CYCLE TIME YOUR LOCAL TOYOTA DEALER IS DEDICATED TO SAFE (AND PROFITABLE) REPAIRS. One of the best resources for your collision shop is your local Toyota dealership. That’s because working directly with a Toyota Parts Manager ensures streamlined, accurate delivery of Toyota Genuine Parts and access to Toyota-specific expertise.

“Toyota Parts Managers are able to supply components much more quickly than their non-OEM counterparts due to their direct link to Toyota,” explains Steve Brodie, Wholesale & Retention Senior Parts Field Analyst, Toyota Motor North America. “A collision facility working directly with a Toyota Parts Manager enjoys increased efficiency and productivity due to the one-day (and in some cases, same-day) availability and delivery of Toyota Genuine Parts.”

Brodie adds that most markets are eligible for overnight delivery, and in most metro areas Toyota dealers offer same-day service, which helps speed the repair process. The benefit to your customer is a quality repair using Toyota Genuine Parts and a swift return to the road.

TOYOTA DEALERSHIPS OFFER SOLUTIONS TO SHOPS’ DIFFICULT PROBLEMS “At Toyota, we empower our dealers to support independent repair facilities,” says Eric Mendoza, Manager, Wholesale Parts & Certified Collision, Toyota Motor North America. “We work with our dealers, not around them. We provide dealers and shops with best practices on how to maximize the benefits of the shop/ dealership relationship.”

Mendoza and Brodie stress just how much a Toyota dealer can help the independent collision repair shop.

“When working with an IRF, the Toyota Parts Manager can recommend A, B and C for ancillary parts specific to each repair,” Brodie says, “and the relationship IRFs gain with a Toyota Parts Manager is quite valuable—you’re working with a Toyota professional who has firsthand experience to help you through your order. You’ll receive exactly what you need to get the job done right the first time. You can go right to work and finish the job without reordering, return or exchange.”

IMPROVE PRODUCTIVITY AND EFFICIENCY WITH TOYOTA SUPPORT TOOLS Productivity and efficiency improvement is key to success, and working with Toyota dealers can help. Reducing cycle time is critical—the clock starts when the customer drops off their vehicle. The faster IRFs can order the right parts, the faster they’ll help the customer and improve their shop’s bottom line.

“We provide online tools to our dealers that help to optimize support to their wholesale customers,” states Mendoza. “A great example is Auto PartsBridge, the premier OEM parts ordering system that connects collision centers with Toyota dealerships and gives access to the same parts information that the dealer has.”

“The estimate comes through Auto PartsBridge and presents the parts to the collision center so they can see what the insurance company wrote for OEM parts and what they deemed non-OEM,” Brodie explains, “and service writers at the shop can see the non-OEM parts, their prices, and whether or not they can buy from the dealer. It gives them an opportunity to make a fact-based decision before they purchase and place the order.

And, if the shop has software challenges, the dealer can initiate then order them!”

Other support tools available to shops who work with their Toyota dealer include: • OPS Technology Suite The OPS Technology Suite is a robust collision supplychain management solution built to enhance relationships, reduce costs and increase efficiency by getting the right part at the right time.

• Toyota Technical Information System (TIS) TIS provides the technical information shops need to diagnose and determine the proper repair procedures. It gives your shop online access to everything from technical specifications and repair suggestions to tips for calibration measurements and real-time updates to safety campaigns.

“TIS is a valuable resource for collision shops,” Brodie says, “and dealers are able to offer a subscription to their wholesale customers. When a new Toyota vehicle gets in an accident, the aftermarket may not yet have the information for that new vehicle.

The information in TIS, however, is up-to-date and accurate.”

Tap into the expertise of your local Toyota Parts Manager— from systems and support to troubleshooting and proper technical help, your Toyota dealer is your best resource for Toyota Genuine Parts. To learn more about how your local Toyota dealership can help improve your efficiency, productivity and bottom line, visit toyotapartsandservice.com.

QUICK FIX

LIGHT HITS

Some alerts on advanced-driver assistance systems (ADAS) are so annoying or bothersome that many drivers disable the systems and may try to avoid them on future vehicle purchases, according to the J.D. Power 2019 U.S. Tech Experience Index (TXI) Study.

According to the study, the alerts can confuse and frustrate drivers. An example is lane-keeping and centering systems; On average, 23 percent of customers with these systems complain that the alerts are irksome. This ranges from just 8 percent for one domestic brand to more than 30 percent for two import brands.

For the aforementioned owners, 61 percent sometimes disable the system, compared with just 21 percent of those that don't consider the alerts bothersome.

Owners wanting the feature on their next vehicle ranges from 63 percent for those

26 fenderbender.com | October 2019

that consider the alerts bothersome to 91 percent for those who do not.

Overall satisfaction with new-vehicle technology ranged widely across the vehicles in the study. The best-performing vehicle in the study was the Kia Stinger, scoring 834 (on a 1,000-point scale). The overall average score was 781.

HEFTY FINE AGAINST MERCURY INSURANCE STANDS California regulators said in late August that a ruling by the state’s highest court meant a $27.6 million fine imposed against Mercury Insurance Co. for improperly adding fees to auto insurance policies will stand, according to multiple reports.

The California Supreme Court denied a petition for review by Mercury Insurance, keeping in place the fine imposed on Mercury for charging illegal fees in violation of Proposition 103.

Mercury was charged the fine in 2015 for charging consumers unapproved and unfairly discriminatory rates. Mercury continued to allow its auto insurance agents to charge consumers $50 to $150 in illegal fees on top of the premium the department approved.

Proposition 103, passed by voters in 1988, prevents auto insurers from charging excessive rates and requires that rates be approved by the commissioner.

C O N T I N U E D O N P. 2 9

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STUDY: MANY DRIVERS DISABLING ADAS ALARMS

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News

For your daily collision repair news visit

fenderbender.com/lighthits

TOYOTA RECALLS VEHICLES FOR BACK-UP CAMERA MALFUNCTION Toyota in late August recalled one of its SUVs due to a safety concern. The carmaker says 2019 RAV4 and RAV4 hybrids have back-up cameras that can malfunction. The cameras don't always engage when the cars are in reverse.

Toyota recalled about 14,215 cars for the rearview camera issue, according to Consumer Reports. As of May 1, 2018, all new passenger cars, SUVs, and pickups are required to have a 10x20-foot zone of visibility behind them. This is typically achieved by having a built-in rearview camera.

According to Consumer Reports, Toyota will inspect the cameras' functionality and, if necessary, replace the entire audio system, which includes the video screen and the cameras' electrical connections.

reported by the China Daily. Automakers are also enlisting the help of technology companies like Cruise, Argo and Aurora (which is backed by Amazon), who license their know-how to them.

Arun Kumar, director in the automotive and industrial practice at AlixPartners LLP, a consulting firm, told the newspaper that cost is driving the newly formed alliances.

In fact, automakers have reported investments of about $300 billion to work on autonomous cars. Ford and Volkswagen announced in July they are expanding their global alliance to include electric vehicles and to introduce autonomous vehicle technology in the U.S .and Europe.

VW, meanwhile, will invest $2.6 billion in Ford's autonomous-car partner Argo AI in a deal that values the Pittsburgh startup at more than $7 billion.

VW TEAMS WITH DAIMLER, BMW FOR AVs

HONDA UNVEILS NEW FRONT AIR BAG

Volkswagen has teamed up with its rivals, BMW and Daimler, according to news first

Honda announced last week a new passenger front air bag designed to better

protect occupants in frontal collision scenarios, including angled crashes between vehicles or a vehicle and another object.

It is particularly beneficial in angled frontal impacts in which lateral collision forces can cause an occupant's head to rotate severely or slide off the air bag, increasing the chance of serious injury.

Unlike conventional air bag systems that rely on a single inflatable compartment, the new system utilizes four major components: three inflated compartments—a center chamber and two outward-projecting side chambers that create a wide base across the dash—along with a "sail panel" that stretches between the two side chambers at their outermost edge. Operating something like a baseball catcher's mitt, the sail panel catches and decelerates the occupant's head while also engaging the side chambers.

Honda plans to begin applying its advanced air bag design to new products in the U.S. in 2020.

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October 2019 | fenderbender.com 29

QUICK FIX

SNAP SHOP

FIX AUTO ALAMEDA

BY KELLY BEATON PHOTOGRAPHY BY AVANT-GARDE PHOTO LOCATION:

Alameda, Calif.

OWNER:

Arthur Mercado SIZE:

46,000 square feet STAFF:

50

AVERAGE MONTHLY CAR COUNT:

300

ANNUAL REVENUE:

$9 million

1. EXPANSIVE FOOTPRINT When owner Arthur Mercado took over his Alameda, Calif., shop in 2006, he knew he didn’t have enough room to operate effectively.

“I saw a need to expand,” he recalls, “because when we first started out and we were really humming, we were playing Tetris like crazy—we were losing so much time moving cars in and out, and it drove me nuts.”

In 2019, such inefficiency is a distant memory. Mercado has taken over multiple buildings on two city blocks just outside of Oakland. Now his staff produces $9 million annually, with a 10,000-square-foot office and two production facilities at their disposal.

2. NEON SIGNAGE Roughly nine years ago, Mercado’s son forced him

30 fenderbender.com | October 2019

to watch the movie Cars “10 times per week, at least.”

Eventually, the shop owner became a fan of the children’s film, and sought a facility that appeared worthy of fictional Radiator Springs.

“I told my designer, ‘I want my store to look like something out of a Pixar movie,’” Mercado says. “And I want neon, and I want that old [fashioned] vibe.”

As it turns out, he was able to take advantage of Alameda’s facade improvement program, with the city picking up much of the bill for neon lighting and signage.

Mercado says the shop’s circular, exterior neon sign cost roughly $10,000.

These days, he adds, “everybody that drives by is like, ‘I like it; it’s got that old Route 66 vibe, and it has that nostalgia piece to it.’”

2

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3. EXTENSIVE EQUIPMENT Fix Auto Alameda features a 19,000-square-foot collision repair area and plenty of stateof-the-art equipment. But, even beyond the facility’s expensive, downdraft paint booth, Mercado is especially appreciative of his Hunter alignment rack.

“So many shops out there don’t have alignment equipment,” Mercado says, “and I hate subletting.”

The roughly $65,000 alignment rack and accompanying computer system allow Mercado to “control my jobs, and control the pace and where it goes. It just makes our jobs go that much faster, and they’re updated every year. …

The rack’s the most expensive [piece of equipment], but cheap racks don’t last.”

4. VALUABLE PORTERS

3

4

Over the years, Mercado has developed a knack for hiring underappreciated workers from industries outside of the collision repair world. The porter position especially lends itself to solid entry-level employees, he has learned.

Those factors have allowed him to assemble a four-person team of full-time porters, who help work flow throughout Fix Auto Alameda’s handful of buildings. Those porters, once unsung in previous professions, now help fuel the workflow at Mercado’s shop.

“They’re always looking for something to do,” Mercado says of the porters. “They’ve always got to be moving.

They’re proactive, as opposed to reactive.

“If you’ve got good people, and you’ve got good processes, the profit will be there.”

October 2019 | fenderbender.com 31

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32 fenderbender.com | October 2019

COLUMNS

THE BIG IDEA KEVIN RAINS

Acquiring a Growth and Possibility Mindset Moving from limiting beliefs to liberating truths Earlier this month, I attended a CAR-

STAR event designed for single shop owners who wanted to expand beyond one shop and multiple shop owners who wanted to continue expanding. A couple of things stood out to me at that gathering.

First, I was grateful to be part of a larger network. As an independent, I never had the opportunities that I have now. For two days, I was treated like royalty! We stayed in a very nice hotel, played golf on a very prestigious course in Georgia that I could never have afforded on my own and then enjoyed a day watching professional golfers play in a PGA event. Even though golf is not my strong suit (and that is putting it mildly!), it was fun to be in an environment like that for some rest and rejuvenation. Second, the opportunity to be around strong shop leaders who have a growth mindset was refreshing.

MICHAEL HOEWELER, GETTY IMAGES

A growth mindset

During the event, we spent some time brainstorming all the reasons why shop owners don’t make the decision to grow to multiple shops. And frankly, there are some good reasons not to.

This exercise surfaced what my coach Michael Hyatt calls “limiting beliefs.” Limiting beliefs are those obstacles that make growth or progress in any area of our life seem difficult or even impossible. This is where we confronted the most common obstacles in our industry.

I can’t grow because:

“I don’t have the time to run multiple shops! I barely have the time to run the one I have!” (The time fallacy) “There aren’t enough techs in my area to expand.” (The talent fallacy) “I can’t acquire another shop because the bank will never loan me the money!”

(The treasure fallacy) What I loved about this particular gathering is that the owners, as well as the CARSTAR development team, were not willing to stay there. We certainly didn’t leave with all the answers to the many perplexing challenges that surfaced, and the three above were just a small sample and summary of the many real obstacles that we face as we set out to grow. But, what I appreciated was the willingness to tackle these challenges head-on. We left with a clear resolve to develop a playbook for owners who want to continue to expand.

Overcoming limiting beliefs

Turning to Hyatt again, he says we replace those limiting beliefs with liberating truths. This is a new framework for me but I want to try to tackle the above limiting beliefs with some liberating truths. Are you with me for this thought experiment?

“I don’t have time to run multiple shops! I barely have enough time to run the one I have!”

I met a multiple shop owner years ago who told me the hardest thing he ever did was own and operate two stores but the easiest thing he ever did was run 13.

How is this possible? What he learned through the process of scaling his business to 13 locations was that he actually had less to do after each acquisition because he was forced to depend on other people. He also had to install processes across his entire enterprise so that the daily operations of any one shop would not depend on him. Once he did those

KEVIN RAINS Kevin Rains is the owner of Rains CARSTAR Group with locations in Cincinnati, Ohio, West Chester, Ohio and Lexington, Ky. He is also an industry consultant and founder of Body Shop 2.0.

E M A I L : kev i n r a i n s @ g m a i l .c o m A R C H I V E : f e n d e r b e n d e r.c o m /r a i n s

October 2019 | fenderbender.com 33

KEVIN RAINS

THE BIG IDEA

The best is yet to come.

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34 fenderbender.com | October 2019

two things, he was actually free of all daily operations and that was when he could scale it to almost any size. Once you have a dependable team and predictable processes in place, scaling is actually the easy part.

“There aren’t enough technicians in my area to staff an expansion.”

This limiting belief is an almost constant, nagging companion of mine! I fall prey to this one all the time. What do we do about the tech shortage in our industry? It’s a common theme and lament at almost every body shop conference I’ve been to over the past 10 years. The answer is simple though. We have to recruit and train more technicians. That’s it. Simple but not easy!

Training can be time-consuming and costly. We can blame “millenials” for not being interested in the trades or point a finger at the vocational schools for not doing their part. But the reality is we, as shop owners and leaders, have to be the ones to solve this issue. If we want more technicians, we have to produce them.

And it’s possible! After going for many years with no progress in training complete newbies, our shops have produced three new techs who previously had no experience. They came into our shops looking for an opportunity and now all three have become good techs with the potential to become great in the years ahead as they continue to hone their skills. Now that I’ve seen that it’s possible to grow a tech from scratch I’m eager to do it again. And again.

“I can’t acquire another shop because the bank will never loan me the money!”

A potential investor I met with quickly dispelled this one for me. He said for shops that are profitable and have strong operations money is not the problem. Commercial banks, the SBA, and even private investors are happy to loan money when shops are tuned up and running well. I’ve also experienced first hand that many shop owners who want to sell are willing to carry some and, at times, all of the financing.

Another source of capital for many shops is their paint company who is sometimes willing to invest in acquisitions in the form of a “pre-bate” where money is given upfront with the understanding that it will be paid back through paint sales in the years ahead.

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October 2019 | fenderbender.com 35

Before

36 fenderbender.com | October 2019

The

A look at the current trends shaping consolidation within the collision repair industry B Y K E L LY B E AT O N

October 2019 | fenderbender.com 37

FE ATURE

CALM BEFORE THE STORM

Consolidators Lying in Wait “The velocity of change for collision repair consolidation within the U.S. collision repair industry has moderated somewhat over the past three years. … We expect 2019 to grow again for [the] top 10 segment, reinforcing consolidation among the top segments we track.”

—Vincent Romans, founding partner, The Romans Group

Jon Davidson’s family found themselves on the edge of a battleground.

The collision repair industry in upstate New York was in upheaval, leaving the owners of Davidson Collision unsure of what to do with their three locations. They were certain of one thing, though: they needed to react quickly.

“It seemed to be that our market, and New York state, was this last proving ground for the consolidators,” says Davidson, the collision repair company’s president. “We started seeing a lot of consolidation. Carubba Collision out of Buffalo started expanding east, and it shook a lot of us. … And Carubba turned around and sold all these shops they just bought to Gerber” Collision & Glass.

Davidson, 38, was helping operate a family business with several longtime, trustworthy employees—some of whom were there the day he was born. He wanted those employees to continue to earn solid paychecks. He wanted to pivot his business model.

So, early last spring, Davidson Collision became CARSTAR Davidson.

Davidson’s partnership with a national brand came about due to the family’s desire to position itself for longterm survival in a changing industry.

“We understand,” Jon Davidson says, “that, to survive and grow, you need to find partners that can give you the leverage to compete on that scale.”

According to Romans, as of 2018 the top five independent and 38 fenderbender.com | October 2019

Jon Davidson President CARSTAR Davidson

Marc Sizemore Chief Operations Officer Price's Collision Centers

dealer-only collision repair companies— Caliber, Boyd-Gerber, Service King, AutoNation, and Berkshire Hathaway—represent a combined $6.2 billion in revenue.

And, the industry insider says those five powerful entities made up 15.5 percent of the market. Romans considers CARSTAR to now be among the top four U.S. collision repair franchisors.

Davidson felt CARSTAR could help his facilities with regard to insurance relationships, more than anything.

“I think, as the industry changes,” Davidson says, “being able to leverage people that are much higher-level conversations than you could ever get at the ground level is important. … [And] CARSTAR gives you a seat at the table that’s much higher.”

Davidson’s facilities were appealing to CARSTAR because the national brand viewed New York state as an area of potential, company officials say. And, these days, the national franchisor is interested in partnering with small-to-medium-sized MSOs. Davidson feels body shop owners like himself need to align themselves with strong alliances to survive an uncertain future within the industry.

“For an independent, or even for an MSO, how do we compete when someone with very large, deep pockets comes to town?” the New Yorker asks aloud. “It’s by having good partners, and [our] move was strategically set up to do that.”

Shop Owners Selling “The trend to acquire small to medium MSOs by larger consolidators has picked up somewhat since 2016, primarily with Caliber and Boyd-Gerber. … Caliber and Boyd-Gerber have had an active 2019, acquiring a total of 10 large, medium and small MSOs.” —Vincent Romans, founding partner, The Romans Group

In recent years, the Price family, which had long operated Price’s Collision Centers (PCC) around the Nashville area, shared many of the same concerns the Davidsons had in upstate New York.

Then, the reverberations of CEO Bobby Price’s 2017 death were felt around Price’s Collision Centers for months.

“It was a huge emotional blow,” Marc Sizemore says. “And, in a way, Price’s lost the heartbeat that really made it work.”

COURTESY CARSTAR DAVIDSON

tatistically speaking, consolidation within the collision repair industry has slowed in recent months.

But is that a sign of a growing trend, or is a storm gathering on the horizon?

Aside from the seismic, wintertime merger of Caliber Collision and ABRA—which created a more than 1,000-shop national multi-shop operation—2019 has been somewhat quiet on the consolidation front. Yet, more than one industry expert will tell you that energy appears to be gathering, calling for a potential flurry of activity in the months ahead.

“I think we’re getting ready to enter a period where we are going to see some more activity here,” says Joe Conner, an executive with Harris Williams and Company, a firm that’s work includes assisting in collision repair mergers and acquisitions.

Consultant and advisor Vincent Romans, who studies market trends exhaustively, notes, “MSO consolidators in general continue to pursue their market development and growth strategies, through the acquisitions of various-sized MLOs [multi-location operators], to enter new markets and enhance their market positions in existing markets … with a degree of scale that allows for rapid market entry and expansion and anticipated improved operating efficiencies.”

Major consolidators, regional MSOs, and private equity firms all appear capable of altering the collision repair landscape—and sooner, rather than later.

Here’s a look at the major forces that could factor into big changes.

COURTESY CALIBER COLLISION CENTERS, COLLISION WORKS, GETTY IMAGES

Eventually, the surviving members of the Price family took a step that many shop operators have recently: they sold to a consolidator.

PCC’s management felt Caliber offered the scale, training possibilities, unique employee benefits, and proven track record to lead its employees into a new era. So, back in April, PCC’s 10 locations were rebranded as Caliber facilities.

Just like that, an era was over. Yet, Sizemore, who had been appointed PCC’s chief operations officer, says the transition has gone surprisingly smoothly.

“Caliber will bring Price’s into a better future more aligned with today’s business reality,” says Sizemore, a welltraveled veteran of the industry. “The MSOs and the scale they provide, they provide a lot more access to training that’s [appealing to] insurers.”

Sizemore spent roughly a full year helping PCC reorganize in preparation for its sale to a major consolidator that now operates more than 1,000 locations across the U.S. On the advisement of Sizemore, the company eliminated most non-essential expenses, like a $108,000-per-year suite at Nashville’s Nissan Stadium for local National Football League games.

Sizemore insists selling a collision repair business doesn’t need to be a melancholy experience. After all, nowadays, there is serious money to be made when selling to consolidators.

“For the independent shop owner,” Sizemore says, “who has done the work, taken the risk, survived and thrived and is looking at the challenges ahead—certification, investment in equipment and training and competing against consolidators with scale … when you balance that against a great offer, and you’ve worked 40 years to build a wonderful company, selling is the American dream.”

Sizemore also feels the private equity money, and consolidators, plus the large companies they have created, results in companies that have access to capital that independents can rarely compete with.

“Independents have to have the will to compete or it’ll be pretty tough,” Sizemore says, assessing the foreseeable future of collision repair. “They can’t maintain their status quo and compete with [large consolidators]—and those guys are going to keep growing; The thing about having private equity behind you is, those guys want a return on investment, and to do that they need to keep growing. Every 5-7 years they want their money back.

And you have to keep growing to do that, revenue-wise, storewise, and market-wise.”

Regional MSO Growth “Other independent and dealer MLOs, such as AutoNation with a multi-state footprint, Classic Collision in Georgia, and Crash Champions in Illinois, are actively expanding. … It’s really about expanding their current operational capabilities and scale in order to compete in today’s marketplace, and knowing that that’s what is required on a multi-regional and national scale.”

—Vincent Romans, founding partner, The Romans Group

Jake Nossaman pridefully recalls his roots in collision repair.

The Oklahoman started his professional career out of his garage at the age of 19, in the mid-1990s, working on the occasional wrecked BMW 3 Series. By 2001, he had opened his first Collision Works facility, in Oklahoma City.

Jake Nossaman President, CEO Collision Works

“Being an entrepreneur is hard,” he says. “But it’s a blast.”

In a span of 15 years, Nossaman’s business grew exponentially. It’s reach cut a swath through much of Oklahoma and Kansas.

When a Collision Works was added in suburban Kansas City in early 2019, it marked Nossaman’s 21st shop.

“I wanted to chase the American dream, and see how big I could build” the business, explains Nossaman, who says he has plans to add more stores in the next 18 months.

Collision Works’ growth mirrors that of many regional MSOs these days.

Nossaman says growing as a regional MSO simply makes solid business sense.

He feels attempting to dominate a region is a relatively safe business decision, even given the substantial financial figures at stake.

“You know your area and the demographics,” the president and CEO of Collision Works explains. “And, it’s easier to relocate key people closer distances to home.”

Nossaman takes great pride in watching many of his longtime employees grow at Collision Works shops, which boast an average CSI score of 98.

“Watching people grow, and the ability to promote from within and change people’s lives, there is no stopping as long as I can do that,” he says.

The Oklahoman still feels there’s a place for independent shop owners in the collision repair industry. That said, he also feels those single-shop operators will need to continue to evolve to compete in a rapidly changing industry.

In general, Nossaman suggests most shop operators should consider expanding their business reach with the addition of locations, as similarly-sized MSOs like Crash Champions have done (Crash Champions acquired multiple Chicagoarea locations in August, for instance).

“Cash is king, and you need a lot of it; The deal has to make sense,” Nossaman says, in regard to adding shop locations. “But don’t be afraid to grow. Growth is healthy.”

October 2019 | fenderbender.com 39

FE ATURE

Private Equity Firms Emerge “Consolidators like Joe Hudson and ProCare, both backed by private equity, are also expanding. …I see private equity continuing to have an interest in investing in the collision repair industry. And the newest trend seems to be private equity interest in smaller to medium-sized collision repairers versus the larger ones that, historically, private equity has focused on .”

—Vincent Romans, founding partner, The Romans Group

Joe Conner has forged a career out of sourcing, leading, and executing merger and acquisition assignments.

And, lately, business is percolating.

Conner is an executive with Harris Williams and Company, an investment banking firm that specializes in mergers and acquisitions. A managing director in the firm’s transportation and logistics group, he often assists body shop owners—typically MSO owners that operate at least 10 locations—looking to sell to private equity firms. For instance, his firm assisted Caliber when it was sold to private equity firm OMERS. “There’s going to be continuing consolidation in this market,” Conner says. “I think there will be an opportunity for others to jump in to find a partner, to consolidate the market … and build sizable platforms.”

Conner feels the next five years will feature significant consolidation among body shop businesses, namely because collision repair is viewed as a reliable revenue producer by private equity firms.

Collision repair “is recession resistant,” he says, “and it has been pretty steady through economic cycles over time, so that’s item one. And then, two, it’s a big industry—you’re talking about a $40 billion-plus industry.”

In short, the process of an MSO being sold to a private equity group works like this: • Shop owners have initial conversations with investment firms like Harris Williams and Company, explaining their goals for their business.

• A shop owner is connected with a private equity firm.

• Typically, the sale process takes 6 months, start to finish, Conner notes.

• The typical hold period for such an investment is 5 years.

40 fenderbender.com | October 2019

Joe Conner Managing Director, Transportation and Logistics Group Harris Williams & Co.

• Private equity firms then back a purchased MSO’s management team and provide it with capital to help it grow the business Despite the collision repair industry’s large mergers in recent years, such as Caliber absorbing the ABRA brand, there are plenty of potential mergers and acquisitions that could yet take place and benefit shop operators, Conner notes.

“There are some who are [shop] owners who are looking to retire and are trying to monetize 30 or 40 years worth of work,” he notes. “There are some who are just getting started, but are watching the consolidation happening in the industry and trying to find an equity partner who can back them.

“It’s interesting,” he adds. “For all the news over the last few years in terms of consolidation in the industry, if you look at the top four [consolidators] in terms of locations, it’s still about 6 percent of the market. The big guys have all added a number of locations, but they’re still very small relative to the rest of the industry.”

Private equity firms are looking to back body shop operators who have a solid bottom line, a proven track record of forging solid working relationships with insurers, and the ability to grow their business, Conner says. And plenty of those still exist, from the Atlantic to the Pacific.

“You still see a market that’s very fragmented, and there’s opportunity still,” Conner says. “I think that’s going to continue to drive interest in the [collision repair] space.

“It’s a huge market opportunity.”

COURTESY HARRIS WILLIAMS & CO., PEXELS

CALM BEFORE THE STORM

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PROFILE

MAKE IT BY

MARKETIN

BY INCREASING LOCAL MARKETING EFFORTS IN SMALL, SUBTLE WAYS, YOU CAN RECEIVE A BIG RETURN ON INVESTMENT

42 fenderbender.com | October 2019

BY MELISSA STEINKEN PHOTOGRAPHY BY JASON WINKELER

G Marketing Boost

Kim Barks knew that marketing needed a boost at Complete Car and RV Repair; what she was able to accomplish only required small changes.

October 2019 | fenderbender.com 43

PROFILE

MAKE IT BY MARKETING

BARKS' S BUSINESS PL AN

Customer Expert

Kim Barks has a solid grasp on her community.

She spends time up front, interacting with customers, which has informed marketing tactics.

Kim Barks dabbles in a bit of everything at her shop, from operations to owner. Like many collision repairers, the owner of Complete Car & RV Repair’s knowledge of the industry was passed down by her father. Yet, before joining the shop and taking over for her dad, she earned a B.S. in business marketing with an emphasis in non-profit administration.

Barks has brought her passion for marketing and nonprofit administration into the body shop. Since coming on board, she has increased the shop’s size to a staff of 17 people, annual revenue to $2.5 million, and more than three partnerships with local charities.

“I’ve always been very hands-on in my work, and when I was younger, my dad showed me around the business,” she says.

As a relative newcomer to the industry, Barks had to rely on her education and drive to learn. If she doesn’t understand how a certain part of the shop operates, she finds a book on the topic and dives into research. She also attends as many I-CAR meetings and local chamber of commerce meetings as possible.

While learning more about the industry, she learned one key piece of information that led to a breakthrough for her as a leader: In order to be successful as a leader, you need to be assertive in your marketing tactics.

Barks took that knowledge and framed her plan around an open door policy for anyone, whether it’s a customer seeking repair help or another woman in the industry looking for career advice.

44 fenderbender.com | October 2019

KIM BARKS, OWNER OF COMPLETE CAR & RV REPAIR, SHARES HOW SHE SET UP HER SHOP TO TAP INTO AN ADDITIONAL, PROFITABLE MARKET. SHE GOT INTO THE RV INDUSTRY IN 2012. AFTER SEEING THE OCCASIONAL RV PASS BY AND OFTEN BREAK DOWN, SHE REALIZED THAT IN HER TOWN OF ROUGHLY 70,000, RV CUSTOMERS DIDN’T HAVE MANY OPTIONS WHEN IT CAME TO GETTING THEIR VEHICLE REPAIRED.

T H E BU YOU T Barks bought Hazelwood REC TEC, which was struggling, and renamed the shop to include RV repair in the title.

T H E C H A LLE N G E Scheduling programs for that side of the industry were far more antiquated than those the shop was used to. Barks and the shop use CCC ONE for their management and scheduling system. She tweaked the platform so it included tracking RV repairs but inputting an RV production line into the system required a new pricing matrix. The matrix creates labor rates and itemizes the labor.

T H E PAYOU T Barks and her staff repair roughly 50 RVs for both body repair and service repair per month. When a customer searches for an RV repair shop in St. Charles, Mo., the first listing they’ll see pop up is Complete Car & RV Repair.

COMPLETE CAR & RV REPAIR OWNER:

KIM BARKS LOCATION:

ST. CHARLES, MO. SIZE:

12,00 SQUARE FEET STAFF:

17 (7 FRONT OFFICE, 10 SHOP FLOOR) AVERAGE MONTHLY CAR COUNT:

30

ANNUAL REVENUE:

$2.5 MILLION (INCLUDING COLLISION AND RV REPAIRS)

Assertive Marketing Efforts

Using her degree in business marketing, Barks focused mainly on increasing the shop’s marketing efforts. She knew that the best way to expand the business was to constantly be in front of the customer in some capacity.

Barks expanded the shop’s marketing to include all social media sites like Facebook, Twitter, Instagram and LinkedIn. She says the most successful posts are ones that include jokes or memes about the repair industry.

“I’ll post jokes, memes, pictures of the shop, really anything to get the customer feeling comfortable stepping into the body shop,” Barks says.

Now, 25 percent of the shop’s business comes from social media, she says. Barks or a front office employee ask every customer coming into the shop how they heard about the business. Then, they write it down. After the job is closed, the team adds that information to their own internal spreadsheet.

Before a customer leaves the shop, Barks is also not afraid to ask for a review.

Complete Car & RV Repair has over 100 reviews on Google, and is on sites like Carwise, as well.

If the shop gets a negative review, Barks says she personally responds. She apologizes to the customer, gives the customer her personal phone number, and asks them to come in or call to discuss the issue.

“I put myself in their situation,” she says.

“I ask myself how I would feel if I walked into a store and this is what happened.”

By simply making sure to promptly respond to the reviews, Barks has turned around customer’s perception of body shops. In fact, one customer attended the shop’s annual Christmas party and apologized to Barks for the bad review.

Proactive Relationship Building

Barks learned the most about collision repair from being around her father in the body shop growing up. As she got older

and gained a permanent leadership role in the business, she realized that one way to increase the shop’s customer base and become well-known, was to partner on educational events in the community.

It’s all part of her “open door policy” in which her team members and others in the business community are always welcome to come to her for advice. She implemented the policy early in her time with the facility.

In order to get her business noticed, she made calls and attended as many meetings as she could in the community.

Barks first reached out to three local community colleges for help. She reached out to the Lewis and Clark Career Center, St. Louis Community College and Lincoln University. She talked to the leaders of their automotive programs and asked to speak in the classes.

She also asked if they had anyone they thought could be a potential hire for the body shop.

October 2019 | fenderbender.com 45

PROFILE

MAKE IT BY MARKETING

Top of the Page

When a customer searches for an RV repair shop in St. Charles, Mo., the first listing they’ll see is Complete Car & RV Repair, which repairs about 50 RVs per month.

After working with local schools, Barks initiated a class that she says is an important step for someone trying to grow their body shop.

She created an all-women repair class that she hosted twice per year. The class is free to women in the area, as long as they RSVP to the event on Facebook. So, in the process of hosting the class, Barks brought more women out to her shop in person and to the shop’s Facebook page. Roughly 12 to 15 women attend each class.

The course offers time for Barks to touch on safety with the vehicle and 46 fenderbender.com | October 2019

answer any general questions they have on car repairs. By hosting classes annually, she builds her reputation as an automotive expert in the community.

In addition to partnering with local colleges, Barks partnered with animal shelters in the area, including the Five Acres Animal Shelter. She hosted an event for the shelter at the Missouri facility. The body shop team spent the day loading bags of dog food onto pallets so the animal shelter could then transport the pallets around town.

Barks partners only with charities that she audits first. She’ll make sure to

spend time reading about the charity’s mission and vision.

“I’d turn the body shop into an animal shelter if I could,” Barks says, referring to her passion for dogs and how she’s used every avenue available to have the shop help out the local humane society.

She’s also the youngest member in the local Rotary Club.

Overall, her drive to be an expert for anyone who needs it has led Barks to continue to be creative and grow the shop’s reach. Customers might even find her at the local hair salon, taking time to write an estimate here and there.

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Today, aluminum is getting most of the press for a number of reasons. Car makers use it in doors, hoods, trunks—even in complete vehicle structures. According to the Aluminum Association, aluminum has the strength of steel but weighs 50 percent less, indicating significant savings in energy efficiency, meaning more miles per gallon of gas or diesel. As an added benefit, over 90 percent of aluminum in a vehicle can be recycled at the end of its life.

STUD WELDING Technicians use stud welding for panel repair in most body shops. Stud welding entails welding aluminum studs into the panel, attaching a pull tool to the studs and pulling the dent out from the front. Stud welding does not always involve removing the panel but it still requires substantial pounding, filling, sculpting and finishing work.

Anyone who has ever stud welded to repair a dent can tell you how difficult it can be. Aluminum studs often pop off during the pull, meaning you may have to re-weld or try to make the pull with the remaining studs, perhaps inviting more damage if that doesn’t work. In addition, when removing the studs after the pull, you can easily tear holes in the metal, creating a longer and more expensive repair. When you are finally done with your pull, you still have to remove the studs, skim coat and finish the area.

The reason studs sometimes pull out is because they cover too little surface area on the panel and the surface area isn’t large enough to sustain the force of the pull. As a result, when you pull, you often rip holes in the panel as the studs pull out because the metal is too weak. How, then, do you increase the surface area to pull without creating holes and welding more studs?

GPR ADVANTAGES With glue pull repair (GPR), you attach a plastic piece, called a tab, to the damaged area. The tab covers much more surface area than a stud, so you have more area of the dent with which to pull. This allows you to apply more pulling power without fear of additional damage to the panel in the form of holes. In addition, because you didn’t have to stud weld, you don’t violate the surface of the panel or anything on the backside.

GPR provides an efficient and clean way to pull the dent.

With its tab-and-adhesive method of pulling, after the adhesive is set, you attach your pull tool to the tab and pull the dent out. Once you’ve pulled the dent, you simply remove the adhesive with a spray of isopropyl alcohol, do some minor knock-down work, skim coat and finishing, and you’re through. No studs breaking off and no additional holes to fill as a result.

YOUR OWN TOOLS Glue pulling is a straight swap for stud welding or wiggle-wire setups where you’re obligated to utilize the pulling techniques and tools on hand. KECO-brand adaptors, tabs and glue are extremely cost effective compared to purchasing aluminumspecific tools and components. KECO offers adapters so that you can continue to use the bridges and fulcrum bars you already have in your tool box. You can enter the aluminum body repair business tomorrow and be on your way to increased revenue and improved shop efficiency with GPR. KECO, THE PREMIER GPR SPECIALISTS GPR began in the early 2000s. But the adhesives and tabs back then were weak and often broke, and tool systems were not readily available. As a result, select technicians only used the “magic” of GPR on lighter pulls and to accent body shop work on large pulls. Since those early years, KECO has been at the forefront of improving these techniques and tools and has taken them to a level that allows body shops to adopt them with ease.

To see the power of GPR, check out KECO’s YouTube channel or shop the entire assortment of KECO Body Repair Products as well as many of the other premier brands in dent repair at kecotabs.com. Check out KECO on Facebook as well.

48 fenderbender.com | October 2019

P R E V I E W A GUIDE TO THE COLLISION REPAIR INDUSTRY’S LARGEST AND MOST DYNAMIC EVENT

October 2019 | fenderbender.com 49

Finance your new equipment without wrecking your cashflow TCF Capital Solutions provides smarter financing options for the collision repair industry. We have flexible financing solutions that get you the equipment you need while helping maximize your Section 179 tax benefits and optimizing your working capital*. That’s the formula for growing your business and mapping your road to success.

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50 fenderbender.com | October 2019

©2019 TCF National Bank Member FDIC

INTRO+CONTENTS

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PHOTO COURTESY SEMA, PEXELS, STAFF GRAPHIC

WELCOME TO SEMA 2019 From November 5–8, thousands of vendors and collision repair shop owners, technicians and more will descend upon Las Vegas for the annual Special Equipment Manufacturers Association (SEMA) show, the largest gathering of small businesses in the country and one of the premier automotive trade events in the world.

The numbers are staggering: over 160,000 attendees and more than 2,000 exhibitors will showcase their goods and services, swap business cards, make new contacts and purchase equipment in an effort to bolster their shops and keep pace with the rapidly changing world of automotive collision repair and technology. SEMA is a rare opportunity to put faces to names and check out the newest and cutting-edge tools and technology.

It’s easy to be overwhelmed at SEMA, especially for first-timers. FenderBender is here to help navigate the show, from morning registration to the New Product Showcase, training sessions and more.

Featuring inside tips and stories from SEMA’s organizers and industry veterans, a guide to can’t-miss events and more, look no further than FenderBender as the premier source covering all you need to know for SEMA 2019.

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Surviving SEMA

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Map

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Bringing SEMA Home

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The Drumbeat of Innovation

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Networking Events

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Training & Educational Sessions

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Follow FenderBender at SEMA

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SEMA Featured Products Showcase

SEMA SHOW PREVIEW 51

SEMA TIPS & TRICKS

PETRA SCHROEDER CHAIRPERSON WIN

SURVIVING SEMA THE TOP 10 TIPS AND TRICKS FOR PREPARING AND GETTING THE MOST OUT OF SEMA

BY NORA JOHNSON

AARON SCHULENBURG EXECUTIVE DIRECTOR OF THE SOCIETY OF COLLISION REPAIR SPECIALISTS

1. Have a plan.

One of the largest pieces of advice for surviving SEMA, is to have a plan. The growing show is often larger than expected for first-timers, and entering the space without a plan of action will stand in the way of getting the most out of the show. Classes and schedules are available online—or here in print—and help to create a daily schedule for both you and your team. Schroeder suggests having set must-dos that are attended to first, as well

52 SEMA SHOW PREVIEW

as a list of things that would be nice to see if the time allows—that way, you’re not getting distracted and missing out on the most important classes and session for you and your business.

best bang for your buck is to go with the full series pass, he says, it gives the flexibility of getting in and out of classes quickly and allows for last minute decisions of switching classes.

2. Register for classes in advance.

3. Download the app.

In order to guarantee a spot in a class, Schulenburg suggests registering in advance.

The SEMA website is a one-stop space for looking over different classes, as well as registering for them. The

According to Schroeder, SEMA has grown exponentially in the past 20 or so years, and in order to navigate the enormous conference, it is vital to download the SEMA app. The app, and integrated maps, help

to understand the layout of the space and the huge exhibition that expands many halls. Referring to the app before leaving for Vegas will help to create a plan. Attending without a set plan, and showing up to just see what the conference has to offer will only waste time, says Schroeder.

4. Get out early, stay late.

You are already taking time away from your business, so you might as well make

PHOTO COURTESY PETRA SCHROEDER, AARON SCHULENBURG, STAFF GRAPHIC

Imagine you are preparing to leave for an international trip—important documents are found and put aside, schedules are made, maps are studied, books are read, research is done, and you have packed and repacked dozens of times to ensure you are prepared for anything. This is how SEMA should be prepared for, says Della Domingo, SEMA public relations director.

SEMA is huge—overwhelming, at times—and the last thing an attendee should plan on doing is not planning at all. The conference is an investment of both time and money, so ensuring that everything is done in order to get the most out of the experience is important.

Two longtime SEMA vets, industry veteran Petra Schroeder and Aaron Schulenburg (executive director of the Society of Collision Repair Specialists), have a combined show experience of over 35 years, and share their top tips and tricks for surviving the conference.

car show is a must-see, she says. There are also educational sessions that run all week long, and skipping a day or two is a lost opportunity for more gained invaluable information.

8. Don’t be afraid to ask for help.

Although big and possibly overwhelming, there is no need to feel stressed and anxious during the show. SEMA has a lot of organized help throughout the conference, and if you are ever lost or confused about an upcoming event or session, do not be afraid to reach out for guidance, says Schroeder.

9. Enjoy the nightlife.

that time worth it, says Schulenburg. You will never replace the experience of being at SEMA, and the classes and sessions you attend while there will fuel your shop in the months to come, so take advantage of all the conference has to offer by going out to the show early and leaving late each day to get the most value.

5. Bring business cards.

SEMA is a networking event and should be treated as such. Both Schroeder and

Schulenburg recommend bringing business cards with you throughout the conference. There are several industry events throughout the show, and having a stack of business cards is a great way to break the ice and make connections.

6. Take care of yourself.

Lots and lots of walking will be done throughout the entirety of the show, and comfortable shoes are a must, says Schulenburg. It is important to take care of

your body during the show, by stopping to grab a bite to eat when there is a gap in your schedule and by bringing water with you throughout the day to stay hydrated.

7. Stay for the entirety of the show.

Although it is difficult to step away from your business for a long stretch of time, Schroeder insists that staying the entirety of the conference is more than worth it. SEMA Ignited is on Friday, and combines work and fun—the

SEMA does not need to be all work and no play, and it is in Las Vegas of all places, so going out and enjoying the city is a must. Schroeder recommends attendees to take three hours out of one of the days to take a bus tour around the city. The tour will help allocate you in your surroundings, as well as take you to the strip to experience the one-of-akind attraction only found in Sin City. She also suggests taking a night off and attending one of the many spectacular shows that the city has to offer.

10. Start planning for next year.

Although it seems far away, SEMA 2020 should be on the minds of attendees already.

In order to find the best deals for hotel rooms and flights, start looking to make plans now. Some hotels for this upcoming conference were already sold out as soon as SEMA 2018 came to a close, says Schroeder.

SEMA SHOW PREVIEW 53

SEMA MAP

54 SEMA SHOW PREVIEW

SEMA SHOW PREVIEW 55

S E M A TA K E A W AY

RON REICHEN OWNER OF PRECISION BODY & PAINT

BRING SEMA HOME HOW TO BRING THE INVALUABLE KNOWLEDGE GAINED FROM SEMA BACK TO YOUR SHOP

Ron Reichen knows standard processes—it’s in his DNA. He grew up on a Swiss dairy farm, and interestingly enough, making cheese requires a multitude of SOPs. After turning 21, Reichen ditched the cheese and started his own collision repair business—where his passion for processes followed.

“With the highest quality materials and standard procedures, you can have a predictable outcome; and that was driven into me as a very small child,” he says.

In order to continue to bring new processes and procedures back to his shop, Reichen is a large advocate for training and education. In fact, he has gone to SEMA for over 15 years, and brings along members of staff from his three locations of Precision Body & Paint to join him. But, with over 100 members of staff, Reichen is not able to send all members of his team to the conference.

In order for every employee of Precision Body & Paint to get the most out of the Vegas show—regardless if they were in Sin City or not—Reichen has a process for bringing SEMA back to the shop.

56 SEMA SHOW PREVIEW

PHOTO COURTESY PRECISION BODY & PAINT, PEXELS

BY NORA JOHNSON

Identify the attendees.

This year, Reichen will likely send seven of his team members to SEMA. He always attends, as well as his CFO and a couple of production managers, and then he rotates in a blueprint manager or another lead employee. To account for the other spots, he fills in with different employees each year, so a variety of staff members can enjoy the show.

“We try to rotate through so everyone gets an opportunity to go to SEMA classes, so the same people typically don’t go every year,” Reichen says.

Employees are chosen based on their level of training or mentoring. Reichen looks at the SEMA schedule (page 72 to our schedule) and matches up certain classes with the right employee.

“We really segment those classes based on the career path that these people are on,” he says.

Reichen says they get a block of hotel rooms and rotate the employees through during the conference. That way, one employee flies in for two days of classes and then another flies in after for another two days.

Set expectations.

Before members of Reichen’s team attend the classes, he will make sure that they know they need to come back from the class with some “nuggets,” or takeaways.

“They know that when they go to SEMA, that they are going there for the education and to gather knowledge,” Reichen says.

Each SEMA attendee is expected to regurgitate what they have gathered during the educational sessions, and what benefits they have gained in order to present the information to those back at the shop upon return. He encourages his employees to take notes and network during the sessions.

“The benefit that I see is very multi-faceted from the SEMA education, in the fact that it reinforces what we are already doing,” Reichen says. “They (his employees) are in classes with other repairers from around the country, so they can learn from others and hopefully others can learn from them.”

Reichen says that his employees come back with not only what they have gained in the classroom, but also knowledge from other like-minded repairers in the sessions that have an equal appetite for learning.

Share the knowledge.

When the busy days of SEMA come to an end, Reichen organizes a fifth quarter huddle to discuss what the attendees have learned, so the “nuggets” of information can be shared with the members of the staff that couldn’t attend. He has the employees produce outline notes that are then shared at weekly company meetings.

The importance of SEMA and other conferences and education training sessions like it, are paramount for shops and the industry, says Reichen, and it is vital to get team members out there to learn and bring what they have gained back to the shop.

“Our industry is no longer a trade, it’s a skilled profession—we need to act like it is,” Reichen says. “The SEMA education brings that to light, when you are sitting in a room with 150 other repairers you hold each other accountable and you understand the industry is changing—education is invaluable now.”

SEMA SHOW PREVIEW 57

SEMA Q&A

AFTER ALMOST A DECADE OF ACTING AS TRADE SHOWS DIRECTOR AT SEMA, TOM GATTUSO IS READY TO HELM THE INDUSTRY’S LARGEST ANNUAL EVENT Tom Gattuso has been with SEMA for almost 10 years. He’s familiar with the untold hundreds of hours of pre-event preparation between the city and event spaces and has worked with myriad vendors and associations to bring the best and brightest people, products and services to the annual juggernaut of special equipment.cess for bringing SEMA back to the shop.

A S T O L D T O J O R DA N W I K L U N D

58 SEMA SHOW PREVIEW

TOM GATTUSO TRADE SHOWS DIRECTOR AT SEMA

PHOTO COURTESY TOM GATTUSO, SEMA

AT SEMA, THE DRUMBEAT OF INNOVATION IS LOUDER THAN EVER

labor pool—collision repair, electrical engineering and IT are now connected. We’re creating jobs that never existed before because the cars demand it.

The New Products Showcase (NPS) is always developing.

There will be more than 3,000 products and 60 different categories. We’re excited about our mobile app—using the app, you’re able to scan new products in the showcase. You can scan any product, get some information and access a map to find that exhibitor on the show floor. Almost 50 percent of buyers at the NPS report finding a new company to do business with, so we built a mechanism to make that connection more seamless.

We also have a pilot program this year where all our featured vehicles will have a barcode and you can scan them through the app to learn about the exhibitor, the builder, the products on the vehicle, etc. We’re constantly evolving to increase the transparency between buyer and seller.

Research is key. Do some research before you get there and use the tools we’ve developed. The mobile app isn’t the only one; at semashow.com, you can view the floor plan with info about the exhibitors. Always plan your trip in advance with a list of companies you want to talk to. More than 80 percent of our attendees come with a plan of who they want to see.

Realize how limited your time is and think of every conversation as an opportunity to grow your business. Be choosy about those conversations—you want to make the most of every minute. We’re only open about 31 hours and you need to manage your time efficiently.

We’re seeing a push for innovation and technology; that’s an overwhelming aspect that keeps growing. There’s always a push to improve—there’s always a constant drumbeat of innovation.

ADAS is here and we’re ready for it. We’re working with many associations and companies about ADAS systems to understand how our products and services will work together with it. It’s been a collaborative effort—we can’t evolve in a silo. We’re starting to find companies are developing ways to accurately test ADAS with and without performance parts or changes to the vehicle—in other words, they don’t have to take a vehicle apart to test ADAS parts and components. Working with and often around ADAS used to be a calculus problem without an answer, and our industry is now working out the solutions.

We’re building the research and development to be compliant across the board. And we’re going to rally around ADAS because the safety value to our families and ourselves is evident.

I’ve seen the evolution of the collision repair industry.

When you look at all of the technology involved and see firsthand how computer-oriented it is, you see curriculum change and the industry evolving from the 10,000-foot view.

It’s a highly technological field attracting a whole different

We’re always improving and developing our education sessions. This year there’s going to be more on-the-floor education than ever before. Many of the sessions and training opportunities will feature a headphone system where you can hear the speakers and drown out the ambient noise.

From a collision repair standpoint, we have many opportunities with SCRS [Society of Collision Repair Specialists] and I-CAR [Inter-industry Conference on Auto Collision Repair]. That’s all part of the SEMA education umbrella, and an additional 50–60 free sessions focusing on building the fundamental parts of your business, such as social media, marketing and more (see our calendar of events and networking opportunities on pages 70 and 72).

One prevailing theme we see at the education sessions is how truly valuable they are. You WILL learn something—our subject matter experts are excellent and we’re here to help make your job more profitable and enjoyable.

At its heart, everything that happens at SEMA is an individual connection. We help mirror the industry. SEMA is the fourth-largest trade show in the country, though we don’t focus on the size. Come to the show, find the industry that you’re in, and see it being reflected on the show floor. We know you’ll take away a personal and professional experience and we want you to be proud of the industry and proud of the innovation so you can return to work charged about your business.

SEMA SHOW PREVIEW 59

NETWORK

NETWORKING EVENTS Although SEMA is known for its large array of classes and training opportunities, the show also offers plenty of networking events. Grab this guide, a stack of business cards, and your strong handshake skills, and attend one (or multiple) of the many events below.

*=No tickets required

MONDAY-FRIDAY 11/4-11/8 Cars & Coffee

8–9 AM

Each morning of the Show, Cars & Coffee gives attendees a great place to start their day. Check out some cool vehicles, mingle with colleagues and then get a jumpstart on your day.

LVCC, Optima Alley

MONDAY 11/4

LVCC, N258

Westgate Las Vegas Resort & Casino, Theater

3:30–5 PM LVCC, N264

Westgate Las Vegas Resort & Casino, Paradise Event Center

3:30–4:30 PM LVCC, N252

SEMA Launch Pad: Entrepreneur Business Competition

New Products Breakfast

SEMA’s annual New Product Awards competition recognizes outstanding achievements in the development of products being introduced to the automotive specialty-equipment market at the SEMA Show.

Men as Allies: How Allies Partner for Equality

This business competition offers top innovators, inventors, and entrepreneurs under the age of 40 an industry platform to showcase their business for marketing a new automotive product or service.

From the Streets to Celebrity Chef: Street Smarts for Business

Inspirational speaker Chef Jeff knows what it feels like to be hungry, and he knows what it is to struggle. In this presentation, he shares two decades of life lessons that he gained on his redemptive journey from drug dealer to TV celebrity chef to nationally acclaimed speaker.

11:30–12:30 PM,

7:30–9 AM

4–5 PM LVCC, N258

Brew Talks

Buy a beer, pull up a seat, and join in for an entertaining conversation with personalities from automotive, music, and the business world. Cash Bar.

This business competition offers top innovators, inventors, and entrepreneurs under the age of 40 an industry platform to showcase their business for marketing a new automotive product or service.

Gear Up Girl Networking Event (Women Only)

Gear-up Girl is designed to connect female students with industry-leading female professionals. Join us for this dynamic mixer that brings together generations of female professionals.

60 SEMA SHOW PREVIEW

PHOTO COURTESY SEMA

8:30–9:45 AM

TUESDAY 11/5

WEDNESDAY 11/6 2:15–3:15 PM LVCC, N256

Women’s CEO Roundtable (Women Only)

The candid discussion will be centered around the goal of learning from one another’s experiences by highlighting issues that women currently face in their careers and the skills critical for their success.

4–5 PM LVCC, N258

Brew Talks

Buy a beer, pull up a seat, and join in for an entertaining conversation with personalities from automotive, music, and the business world. Cash Bar.

FRIDAY 11/8 4 PM LVCC, Silver Drive/ Red Road

3–10 PM LVCC, Platinum Lot

SEMA Cruise

This parade of rolling art is now one of the most-anticipated aspects of the annual gathering by the local populace. The parade culminates in SEMA Ignited.

SEMA Ignited

SEMA Ignited will be a live event open to the public. SEMA Ignited will showcase some of the top vehicle builds and excitement from the 2019 SEMA Show.

THURSDAY 11/7 6–10 PM Westgate, Garden Patio & Paradise Event Center

SEMA Show Industry Awards Reception

The SEMA Industry Awards Banquet is the automotive specialty-equipment market’s premier awards ceremony where industry excellence and achievements are celebrated.

SEMA SHOW PREVIEW 61

E D U C AT I O N

EDUCATIONAL SESSIONS

During the SEMA Show, there are numerous offerings that attendees should be sure to take advantage of. Here is a look at some of the classes that are available. Check out the full list of classes and events on SEMA’s website.

MONDAY 11/4

TUESDAY 11/5

8AM

8:00 AM-12:00 PM Capturing Quality Photos Upper North Hall, N238 ($173) The Art and Science of Estimator Interactions Upper North Hall, N240 ($145)

9AM

9:30 AM-11:30 PM CRUSHING IT! Upper North Hall, N233

10AM

10:00-11:00 AM Podcasting Do’s & Don’ts LVCC, N252

10:00-11:00 AM 5 Tips to Creating the Most Effective Pricing Policy LVCC, N252

11AM 11:15 AM-12:15 PM Networking on Nitrous Go Fast and Go Far LVCC, N253

Repair Process 2020 Upper North Hall, N237 Why Your Collision Center Should be Texting Upper North Hall, N241

11:15 AM-12:15 PM Staying Off of Do Not Sell List!

LVCC, N254

12PM

1PM

12:30 PM-2:30 PM Be Your Own Berkshire Upper North Hall, N233 1:00-2:00 PM EQ vs IQ: The Rise of Emotional Marketing & Branding LVCC, N256

1:00 PM-2:00 PM OEM Audio Integration in Modern Vehicles: Approaches to Success LVCC, N253

2PM

3PM

4PM

2:15 PM-3:15 PM Facebook: Unlock the Algorithm & Boost Traffic LVCC, N254

2:30-3:30 PM 3D Printing in the Automotive Industry: How It Will Benefit Your Business LVCC, N254 Platform-Specific Tips to Engage Your Social Audience LVCC, N256

3:30-5:30 PM Position Yourself for Sustainability Upper North Hall, N241 Is There a Future in DRP Upper North Hall, N237 Make More Money: Improve Overall Gross Profit Upper North Hall, N233

5PM

6PM

62 SEMA SHOW PREVIEW

COmpleting “Thorough and Workmanline” Repairs Upper North Hall, N237

1:00 PM-5:00 PM Coordinate the Repair Process Upper North Hall, N240 ($152)

Sick and Tired of Collision Management the Old Way Upper North Hall, N241

Understanding the Cycle Time Process Upper North Hall, N238 ($152)

3:00 PM-5:00 PM Be Your Own Berkshire Upper North Hall, N233 COmpleting “Thorough and Workmanline” Repairs Upper North Hall, N237 Sick and Tired of Collision Management the Old Way Upper North Hall, N241

FREE TO ATTEND SEMA SESSIONS I-CAR TRAINING

WEDNESDAY 11/6

THURSDAY 11/7

8:00 AM-12:00 PM Coordinate the Repair Process Upper North Hall, N240 ($152)

8:00 AM-12:00 PM Capturing Quality Photos Upper North Hall, N238 ($173)

Understanding the Cycle Time Process Upper North Hall, N238 ($152)

10:00-11:15 AM Vehicle Technology: Practice, Policy & Challenges LVCC, N258 11:00 AM-12:15 PM Accelerate Sales and Profits in a Challenging Market LVCC, N256

9:30 AM-11:30 PM Auto Industry Disruption: Win Despite Change!

Upper North Hall, N237

PART OF SCRS

9:30 AM-10:30 AM How to Respond to Online Reviews: Best Practices LVCC, N256

9:00 AM-5:00 PM OEM Collision Repair Technology Summit Upper North Hall, N241

Coordinate the Repair Process Upper North Hall, N240 ($152)

8AM

9AM

10AM

Glue Pull Repair: LessInvasive Repairs Upper North Hall, N241 Offset Tech Shortages with Improved Efficiency Upper North Hall, N233

11AM

11:00 AM-12:00 PM Competing with the Big Box LVCC, N256

12PM

1:00 PM-2:00 PM The Power Sports and Crossover Market LVCC, N252 1:00 PM-2:30 PM Automotive 4.0: New Technologies. New Opportunities LVCC, N258 2:15 PM-3:15 PM Up Your Game: Harness Your Marketing & Sales Skills LVCC, N254 3:00 PM-4:00 PM Data-Driven Digital Marketing LVCC, N252 Entrepreneurship in the Automotive Aftermarket LVCC, N253

12:30 PM-2:30 PM How to Mitigate Risks and Thrive Upper North Hall, N237 Capturing Every Procedure: What are You Missing?

Upper North Hall, N233 Unraveling the Mystery of Structural Bonding Adhesives Upper North Hall, N241

1:00 PM-2:30 PM Capturing Quality Photos Upper North Hall, N238 ($173) The Art and Science of Estimator Interactions Upper North Hall, N240 ($145)

1:00 PM-2:30 PM ADAS Forum: Next-Gen Safety Performance LVCC, N256 2:15 PM-3:15 PM The Art of Digital Persuasion LVCC, N256

1:00 PM-5:00 PM The Art and Science of Estimator Interactions Upper North Hall, N240 ($145) Understanding the Cycle Time Process Upper North Hall, N238 ($152)

3:00 PM-5:00 PM Do I, or Don’t I? OEM Certifications Upper North Hall, N233

1PM

2PM

3PM

Overcoming Objections to Scanning Upper North Hall, N237

4PM

Using Wheel Alignment to Diagnose Suspension Upper North Hall, N241

5PM

CONTINUED...

6PM

SEMA SHOW PREVIEW 63

E D U C AT I O N

EDUCATIONAL SESSIONS

FREE TO ATTEND SEMA SESSIONS I-CAR TRAINING

PART OF SCRS

FRIDAY 11/8 8AM

9AM

10AM

11AM

10:30 AM-12:30 PM Repairer Driven Education: IDEAS Collide Showcase Upper North Hall, N241

12PM

1PM

2PM

3PM

5PM

6PM

PHOTO COURTESY SEMA

4PM

BY PROFESSIONALS. FOR PROFESSIONALS.

YOUR GO—TO TRAINING RESOURCE. Stream more than 30 hours of training sessions from the comfort of your home or shop.

• LEADERSHIP • TECHNOLOGY • OPERATIONS • RETENTION & RECRUITMENT

TRAI N I N G V I D E O S AVA IL A B L E O C T. 2 1 FBMC201 9.F E N DE RBE N D E R C O N FE R E N C E . C O M

L I V E AT S E M A

@FenderBenderMag The one-stop shop for almost every bit of coverage throughout the week. Like and follow FenderBender on Facebook for live streams with industry celebrities and experts, daily photo albums, quick videos of product demos and events, and news.

@FenderBenderMag Photos from the week will be posted on this image-driven platform each day of the conference. Live stories will also be updated throughout the week for a behind-thescenes look at everything SEMA.

@FenderBenderMag Stay updated with quick tweets, links to relevant news stories, photos, and short videos during the week. Twitter is the best place to interact with the FenderBender

FOLLOW US AT SEMA

coverage team with questions, suggestions, and submissions.

SEMA newsletters Aside from the general daily FenderBender newsletters, additional email newsletters

HOW TO STAY UPDATED ON EVERYTHING SEMA THROUGH SOCIAL MEDIA AND DAILY EMAILS

after the conference. This is the best way to

BY NORA JOHNSON

look at a compiled list of the most important

will be sent out from Tuesday to Saturday, as well as a weekly roundup on Monday

SEMA coverage.

STAFF PHOTO

Can’t make it to the show this year, or want to be in too many places at once during the show?

In order to give everyone an opportunity to see what is going on at the show, FenderBender will cover SEMA all week long.

The coverage will include news items throughout the week, product releases, award winners, event information, and other

SEMA happenings. Celebrity interviews, podcasts with top industry experts, product demos with the New Product Awards winners, a behind-thescenes look at what it’s really like to attend the show, and photos from the show will all be broadcasted throughout FenderBender’s website, app, and social media accounts.

FenderBender To Go For immediate push notifications of news from the conference and for an easier and more mobile-friendly way to view FenderBender.com, download the FB To Go app and stay updated in real-time.

Send Us Your Coverage At the show and snapped a great picture or took a video you want to share with @FenderBender? Tweet us what you got @FenderBenderMag. SEMA SHOW PREVIEW 67

CUSTOM CONTENT

F E AT U R E D B O O T H

AKZONOBEL

FUJI SPRAY AUTO

CENTR AL HALL RACING AND PERFORMANCE BOOTH 25163, RIG 61014

COLLISION REPAIR & REFINISH (REGISTR ATION BUILDING), BOOTH 16326

AkzoNobel has a passion for paint. We’re experts in the proud craft of making paints and coatings, setting the standard in color and protection since 1792. Our world-class portfolio of brands in North America includes Sikkens, Lesonal, Wanda, Modern Classikk, Dynacoat, Sikkens Autocoat BT, U-TECH and Sign Finishes. Headquartered in the Netherlands, we operate in over 80 countries and employ around 35,000 talented people who are passionate about delivering the high-performance products and services our customers expect.

With over 30 years of experience in the spray equipment industry, Fuji Spray is introducing an innovative new venture to the family—Fuji Spray Auto.

For decades, AkzoNobel has provided customers with the right colors, helping to enable perfect repairs. AkzoNobel has been developing the industry’s leading digital color techniques and technologies and continuously reinventing for the future.

Building on the advanced digital tools Automatchic™ and MIXIT™, AkzoNobel offers a color tool portfolio that harnesses the power of digital color technology to help shops achieve measurable improvements to their businesses, delivering greater accuracy, greater efficiency and greater profitability.

For shops needing help with controlling workflow, AkzoNobel offers Carbeat™, which is exclusively available to AkzoNobel customers.

It follows the principles of the AkzoNobel proprietary Process Centered Environment, a program initiated to help increase body shop efficiency and growth. Carbeat is a digital process control solution that helps improve communication and production efficiency.

Carbeat users benefit through process transparency, robust analytics, empowerment and engagement, flexibility and simplicity for business operations.

AkzoNobel is excited to showcase its products, services and digital color tools at SEMA, booth #25163 and at a rig outside of central hall #61014. SEMA attendees will have the opportunity to experience Carbeat, MIXIT and Automatchic as well as see some incredible vehicles in the booth and outside rig! In addition, Dave Kindig will be signing autographs, so be sure to stop by! For more information about AkzoNobel, please visit akzonobel.com.

68 SEMA SHOW PREVIEW

This new division is specifically designed for the collision repair and refinishing industry. Combining the best in industry technology with a tradition of quality and excellence, the new line will enhance both the performance and quality of refinishing. This includes Fuji Spray Auto’s MPX-30 Compressor Spray Gun—the perfect gun for any collision repair expert.

Stop by our booth to test the MPX-30 in our virtual reality experience. You’ll have the opportunity to showcase your spray finishing abilities and enter for a chance to win in our giveaway. The sprayer with the top score in our virtual spray contest will win a free Fuji Spray gun.

Join us on Tuesday, Nov. 5–Friday, Nov. 8 for an exclusive look at Fuji Spray Auto, and witness the reveal of our new V8 Series, including the RP-V8 and H-V8. This new, top-of-the-line design and innovative spray experience isn’t just the newest thing for Fuji Spray— it’s an innovative take on Fuji Spray’s classic legacy.

Please visit FujiSprayAuto.com for more information.

ITW EVERCOAT BOOTH 10633

Evercoat’s 2019 SEMA booth is all about innovations that help collision repair centers save time and money on every repair. See innovations demonstrated live, including Rage OPTEX ® Body Filler, that changes from pink to green indicating that the repair is catalyzed and ready to sand (winner of the SEMA 2019 Innovative New Product Award for Collision Repair and Refinish Products).

New this year is OPTEX ® Super Build 4:1 Primer with built-in Color-Changing Guide Coat Technology that quickly identifies low and high spots, sand scratches, and other minor surface imperfections without the mess of traditional guide coat powders. OPTEX Super Build 4:1 Primer sprays on pink and turns grey as it is sanded, revealing high spots while low spots and scratches remain pink. OPTEX Super Build 4:1 Primer can be applied directly to metal, eliminating the need for epoxy of self-etch primer, and passes 500hour salt spray tests (per ASTM B117).

OPTEX Super Build 4:1 Primer is part of Evercoat’s family of patented 4:1 polyester primers. These primers are formulated for specific primer needs, including Super Build 4:1 for high build primer, Fiber Fill 4:1 fiberglass reinforced filler, and Finish Sand 4:1 general purpose polyester primer.

Please visit evercoat.com for more information.

CUSTOM CONTENT

PPG BRINGS THE CARS AND STARS TO SEMA BOOTH 24600 Plan on spending plenty of time at PPG booth 24600 during the 2019 SEMA show.

PPG is featuring an array of stunning vehicles along with some of the elite stars who created them: • Custom Harley Softail by Kyle Morley, XecutionStyle • Joe Ray’s 1969 Cadillac “Helldorado” custom lowrider, painted by PPG’s own custom painting instructor Paul Stoll • Miguel Aguilar’s 1959 Chevy Impala “SelfMade ’59” custom lowrider, painted by Pete “Hot Dog” Finlan, Hot Dog Kustoms • Richie Valles’ 1963 Chevy Impala “Motown” custom lowrider, painted by Valles • Jetty Wright’s 2016 Harley Davidson lowrider “The Money Pit,” painted by Jeremy Seanor, Luckystrike Designs The industry’s top painters and builders will be there mingling with visitors and signing autographs: • Charley Hutton from Charley Hutton’s Color Studio • Bobby Alloway from Alloway’s Hot Rod Shop • Tom and Mitch Kelly from Kelly & Son Crazy Painters • Mark Worman from the television show Graveyard Carz Attendees can also learn about the latest technological advances in the refinish industry—and PPG products—from PPG experts.

“We always want the PPG exhibit to be special,” says Cristina Fronzaglia-Murray, PPG director, marketing communications, automotive refinish. “This is PPG unleashed.

We’re showing what we can do, which is quite a lot!”

All SEMA visitors are welcome at PPG booth 24600. To learn more about automotive refinish products from PPG, visit ppgrefinish.com.

SATA/DAN-AM COMPANY NORTH HALL, BOOTH 10609 At SEMA 2019, the German manufacturer SATA, producer of highperformance spray guns, breathing protection equipment, filter regulator units, cup systems and accessories, displays its new Special Edition spray gun “Hippie.”

Fifty years ago in 1969, “Peace, Love and Music” was the motto of the “Summer of Love,” in which hippies adorned with flowers danced and celebrated at the legendary Woodstock Music Festival. Commemorating the 50th anniversary of the Woodstock Music Festival, SATA recognizes the cultural impact of the era with a Special Edition spray gun.

The colorful motifs of the SATAjet X 5500 Hippie remind us of this unique movement. This premium spray gun comes with a durable, unique surface coating finish, fully functional and suitable for the daily use in the booth.

The “Hippie” comes with sample RPS multipurpose cups, and is available in “I” and “O” versions with nozzle sizes ranging from 1.2 to 1.4. Both RP and HVLP technology, Standard only.

Features of the SATAjet X 5500 Hippie include: Optimized air distribution allows for enhanced spraying uniformity and atomization with both fan shapes. A new design in the fluid tip and air cap means that the air distribution insert is no longer required which makes cleaning easier. Reduced noise level with the Whispering nozzleTM technology providing a softer and more comfortable coating process.

SHERWIN-WILLIAMS AUTOMOTIVE FINISHES NORTH HALL, BOOTH 10839 This year, Sherwin-Williams ® Automotive Finishes has dedicated its booth at SEMA to the painter—refinishers, pinstripers and airbrushers—with a gallery-inspired setting displaying their one-of-a-kind work.

More than 30 panels custom painted by some of the industry’s biggest names—Javier Soto, Buckwild and Steve Gibson, to name a few—will be on display and for sale with all proceeds benefiting the Blazing Trails Scholarship Fund. Larsen Motorsports established the scholarship program in partnership with Sherwin-Williams ® Automotive Finishes in an effort to drive enrollment in automotive services and collision repair programs at trade schools and technical and community colleges across the country. The auction at SEMA and 2020 recipients of any scholarship dollars will be in memory of Kat Moller.

View all art panels at bidpay.com/swaf.

The silent auction starts Tuesday, November 5, at 8 a.m. EST. Bidding will come to an end Friday, November 8, at 5 p.m. EST. In addition to the scholarship fund and silent auction, Sherwin-Williams Automotive Finishes is hosting some of the industry’s biggest names and their builds, including Amanda and Joe from Martin Bros., Ryan Evans, Lonny Speer and Mike Henry from Count’s Kustoms and Jesse James from West Coast Choppers.

Visit Sherwin-Williams Automotive Finishes and House of Kolor in the North Hall, Booth No. 10839. We’re all under one roof.

For more information, please visit sherwin-automotive.com.

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Testimonial

Freehold Collision, Freehold, NJ from left are George Aquagallo, painter, Bob Buckingham, owner and Jake Zieba, painter.

Do you use SATA RPS as a multipurpose cup and how?

At Freehold Collision we use RPS cups because they are extremely user friendly for us. We mix our paint in them, no mixing cup needed. If we have any base coat, primer or sealer left it becomes a perfect air-tight storage container for touchups, small areas or for use under another job, there's no waste at all.

Where do you see the advantages to this system?

There are less moving parts compared to a liner system. It's quick and easy, every cup is new and clean. We have no dirty outer cup and ring to clean, plus they can be refilled easily without drips or mess letting us use them again in certain situations. We find that the cup allows us to use all the material inside for a consistent application and color matches are much better. We use all SATA equipment in the shop and there are no adaptors needed to use the system. The system is simple and it works perfectly.

Which size do you prefer to use?

We use all three sizes depending on the job. Mostly the 0.9L for clear on multiple panels. The 0.6L for base coat and 0.3L for bumper covers and spot repairs. We use them for our waterborne and solvent systems.

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70 fenderbender.com | October 2019

STRATEGY LEARN

|

GROW

|

WORK SMARTER

Class of Its Own Las Vegas shop owner Jose Gutierrez has used careful advertising to create a shop that stands on its own, without any DRPs.

IDEA SHOP HUMAN RESOURCES CASE STUDY

COURTESY SUDDEN IMPACT AUTO BODY & COLLISION REPAIR SPECIALISTS

CUSTOMER SERVICE

CASE S T UDY

80

October 2019 | fenderbender.com 71

STR ATEGY

IDEA SHOP

A leading marketing expert shares the books that most affected his respective approach to marketing B Y K E L LY B E AT O N

As the author of six marketing books, Jay Baer has spent plenty of time researching what resonates with an audience.

In order to serve its ultimate purpose, a marketing book must be timely, and feature takeaways that are easy to implement, says the New York Times best-selling author, consultant, and accomplished speaker.

“There are lots of nuances in marketing that continue to evolve, which keeps it interesting and fun for me,” notes Baer, who caught up with FenderBender at a recent collision repair industry conference in Chicago.

But, Baer notes, not every marketing book is a worthwhile read, especially considering business owners like those that operate body shops are typically quite busy, with free time in short supply. In his opinion, in order to be effective, a marketing book needs to provide clear guidance for how to implement changes in a business.

“A lot of marketing books actually fail on that point, frankly,” Baer says.

“They’re like ‘Here’s a thing you should do … end of book.’ Just telling somebody you should do something doesn’t help them—you’ve got to give them the ‘how.’”

Baer offers his suggestions for marketing books that are truly impactful.

72 fenderbender.com | October 2019

Different

by Youngme Moon SYNOPSIS: The main

message of this book, written by the head of Harvard’s business school, is that, by fiercely trying to keep pace with competitors, businesses like body shops often forget the importance of making their brand unique. The book hammers home the need for businesses to differentiate themselves in their marketplace.

And, that message has resonated with Baer in recent years, as he has led his own business, Convince & Convert, a marketing advisory firm.

BAER’S TAKEAWAY (as told to FenderBender): The book Different illustrates

that, if you just try and follow best practices and copy whoever’s the best in the market—or, who you think is best—it’ll only take you so far. Same is lame. Having the courage to do something different will set you free. You have to give customers a unique experience.

STAFF GRAPHICS

Good Reads

Get Scrappy

by Nick Westergaard SYNOPSIS: Do more

with less. That’s a mantra that all types of businesses—both big and small—have often been forced to adopt in recent years, as the economy has fluctuated. Westergaard, a noted brand strategist, has embraced the situation, however. And, in Get Scrappy, the author offers numerous tips aimed at allowing business leaders to create engaging social media content.

A key focus of the book revolves around how business leaders like body shop owners can inspire dialogue with their customer base.

BAER’S TAKEAWAY: Get Scrappy is

a great primer on digital marketing.

Westergaard devotes countless pages to demystifying digital marketing in an effort to help business leaders grasp it more completely. The book offers practical, easy-to-utilize tips for improving a business’ marketing campaigns,

through means such as Facebook and Twitter promotion.

Procrastinate on Purpose

by Rory Vaden SYNOPSIS: This book

touches on marketing and more, and much of the text is devoted to helping readers work as efficiently as possible on a daily basis.

BAER’S TAKEAWAY: It’s a fantastic book

about getting more done every day. One thing about marketing—and I’ve been in marketing for 30 years—is that it requires a lot more time now.

Even though we have more technology now, there’s so many places that you have to interact with your customers now, with all the different social channels, and all the digital channels. It’s a lot, so getting all that done can be a real challenge. Procrastinate on Purpose has a really good formula for how to spread your time out in an appropropriate way.

Made to Stick

by Chip and Dan Heath SYNOPSIS: This mar-

keting tome, which has become a New York Times best-seller, analyzes why some innovative ideas survive and some whither on the vine. The book provides quick-hitting analysis of success stories like those of successful charities.

Made to Stick also analyzes why some business leaders struggle to make their ideas memorable to those around them, and why those leaders sometimes struggle to effectively express their ideas.

BAER’S TAKEAWAY: I can’t speak highly

enough of the writing of brothers Chip and Dan Heath in the book Made to Stick.

Because their book provides a thorough guide to effective communication, with clear takeaways.

It’s the best book ever about storytelling in business.

What I look for as a reader is, ‘Here’s what you should do, and here’s some ways of how to do that,’ so I’ll have a recipe.

October 2019 | fenderbender.com 73

74 fenderbender.com | October 2019

STR ATEGY

HUMAN RESOURCES

The Ultimate Guide to Firing an Employee Follow these five phases to part ways with an employee as smoothly as possible

BY MELISSA STEINKEN

GETTY IMAGES

Karen Young sat down with a client and

their employee, who was being let go that day. It was early on a Monday, before the majority of the office staff trickled into work.

Young, president and founder of HR Resolutions, and her client, sat down with the employee to inform her she was being let go.

Upon hearing the news, the employee asked: “Can I say something in my defense?”

Young responded, “Absolutely, but that what you say will not change our decision.”

Despite the awkwardness, Young thankfully had the skill and knowledge to respond adequately, which every shop owner must possess.

“I wish I didn’t have to [fire anyone] but it does happen,” Young says. “Everyone likes to think if you have an effective coaching and counseling approach in place as a manager that it won’t happen, but sometimes an individual chooses to leave on his or her own.”

Young has spent nearly 15 years advising clients on human resource

solutions. And, during that time, she has helped terminate employees every couple months.

Before starting her own business in 2005, she was let go from her corporate role.

“Was it horrible when it happened?

Yes,” she says.

But, she also says she wouldn’t be in the position she is in now—running her own human resource training and education advising business—without that painful experience.

October 2019 | fenderbender.com 75

STR ATEGY

HUMAN RESOURCES

If handled properly, the firing process can leave departing employees with an understanding of why the termination took place, and leave them with time to start working on their next career move that very same day, Young says.

That said, shop operators need to take careful steps when letting an employee go, like those listed below.

2.2. Analyze the employee’s job role.

Take time to think about whether the employee has a huge project on which he or she is working. Maybe he or she is working on a $500,000 sale and that would be a critical loss to the business, Young notes. In that case, document when it’s decided to let the employee go and then wait until after that event.

PHASE ONE:

2.3. Choose a time of day.

The next step is to pick a time to do the meeting. Choose a time of day that is the most quiet for the business.

It’s important to pick a time that will disrupt work the least and is the least embarrassing for the individual, Young explains.

How to Warn an Employee

1.1. Take disciplinary action.

An employee needs to be aware of deficiencies in his or her work performance before the shop operator looks into terminating them, Young says.

If someone isn’t meeting expectations of the job role, then the owner should give that employee at least 90 days notice and time to improve, she says. During those 90 days, the manager should give that person feedback on their job, and coach and counsel them.

A shop owner needs to document if the employee was given notice of the performance issue. Managers should say something if they see someone doing something wrong, Young says. Even a simple email that says the issue was noticed and how it doesn’t fit the requirements of the role can act as documentation for regulatory agencies at a later date.

1.2 Be honest with the employee.

If there’s an issue in the work performed or the behavior of the employee, it’s best for the owner to be honest with that employee. This is not the time to sugarcoat or protect his or her feelings on how he or she is doing in the role, Young says. Maybe it’s a learning situation that the individual needed to hear to grow professionally.

PHASE T WO:

How to Determine Timing

2.1. Choose a day of the week.

The old school policy is to never fire someone on a Friday. The end of the week is not an ideal time, Young says, because an individual only has a long period of time to worry about the decision and fret about it for 48 hours. They can’t do anything to help themselves.

She suggests choosing a day early in the week and, once the decision is made, to move forward.

76 fenderbender.com | October 2019

PHASE THREE:

How to Prevent a Legal Issue

3.1. Reflect on the reason for the termination.

Reflect on if there’s any reason, whatsoever, that a soon-to-be fired employee might believe he or she is being discriminated against, Young says.

When it comes to the legal aspect of firing someone, anyone over the age of 40 years old is protected, Young notes, so it’s important that documentation shows the termination was from performance and not age.

There are also protections, depending on state and region, on gender orientation, secxual orientation, race, color and more to research before a firing.

3.2. Know when to call an attorney.

It’s foolish to not call a lawyer and pay them for their time and counsel when it could save thousands of dollars in legal fees down the line, Young says.

Even if there’s the slightest possibility that the employee is being discriminated against, it never hurts to call a lawyer and ask for their advice on how to proceed.

PHASE FOUR:

How to Tell an Employee

4.1. Decide who will speak.

Even if a human resources representative is there in the meeting, the employee’s direct manager should always be the one to deliver the notice.

A witness should be present for the meeting, Young suggests, but that witness should not do the talking. Ultimately, the

words, “I’m letting you go” or, “You’re fired,” need to come from the management.

4.2. Use empathetic language.

“It’s OK to empathetic, but the minute the owner says, ‘I’m sorry,’ the employee can infer the management does not like the idea,” Young says. “Recognize the employee’s emotions.

“Instead, use a phrase like, ‘I can certainly understand this is upsetting for you.’”

4.3. Keep the meeting short.

The meeting should always be as short and sweet as possible. For instance, a meeting that is 45 minutes or longer is too long, in Young’s opinion. Once the decision is made, it’s all about moving forward, she says.

PHASE FIVE:

How to Inform Your Staff

5.1. Be consistent in the message.

Following a firing, the rest of the staff should be told at the same time and in the same way.

For example, an email can be sent that says, “The executive team wants you to know that the employee is no longer with the company and we wish them all the best.”

5.2. Focus on respect.

The public announcement needs to be as private as possible, Young says.

“There might be cases where the management needs to ask another team member to take over responsibilities until another employee can be hired, but the management’s goal should be to respect the individual's dignity as much as possible,” she adds. “Do not gossip.

“Let staff know they can come to management if they have questions.

The owner is always able to say, ‘I can’t share that information with you. I’m sure you understand.’”

5.3. Teach how to inform customers.

Remember to inform the customer service representatives of firings, Young says. Coach them on how to handle customer questions. Staff should know who to direct calls to if the employee handled incoming calls, as well as what to say when a customer asks for that employee.

“Usually someone on the phone can say, ‘I’m not really sure. Let me get my boss who can help you,’” Young explains.

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1 - 8 5 5 - 5 - E C S -V I N October 2019 | fenderbender.com 77

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COLUMNS

PROCESS DRIVEN R YA N C R O P P E R

Aligning with Vendors for Training When choosing suppliers, it pays to request that they provide training

FUE VANG, GETTY IMAGES

Last June, we had a paint vendor pro-

vide my business in Alaska with on-site training. They brought a guy in from out of state.

I made sure to have that vendor train every single one of our estimators. We shut down our estimators for the day.

That company came to me later and was blown away; they said “You’re sending every single estimator to training?” I said “Not just every single estimator, but every single employee that every thought they might want to do estimates.”

The value of aligning with vendors for training is huge. I can’t even put a number on it.

If I can get my employees trained to use products the right way—or, to fix dents more quickly—that’s where the money’s made.

These days, my shops hold training opportunities in as high of regard as we hold a discount, or overall pricing, when it comes to vendors, especially some of the larger ones. When partnering with a vendor, we don’t just look at price.

If we have an opportunity for training with a specific vendor that we normally wouldn’t get, then that vendor is going to win out against their competitors. That’s a huge factor when I choose vendors.

Some vendors offer training. Some offer nothing. But it’s extremely valuable when they do.

I often have to send employees out of state for training. And, although that’s not the end of the world, it weighs on my shops. When you factor

in the cost, an average round trip plane ticket might be around $600. Then you have the costs for a hotel, a rental car, food, and so on.

Plus, it’s not ideal to have your employees away from their families at night.

Because that takes a toll on a lot of them.

If they’re going to be away for weeklong training it adds to a lot more arm-twisting to get them to go. And, we operate in teams of four in my shops, so, even if you were just going to take one employee out of each team for training, you’re talking about a 25 percent reduction in work.

It’s detrimental to your shop, big time. The cost to travel for training goes on and on.

So, we do everything we can to get instate training. And it’s tough. It requires us to fight and negotiate with vendors.

When shop owners are talking to vendors, it’s important to express how bad they want training provided. Because a lot of times the big companies

that supply us with stuff do offer training, but we don’t mention to them that we’d like to take advantage of that. They have to know how important it is to you.

We learned that from our dealings with one particular vendor. We were switching the kind of sandpaper we bought, and I told them one of the main factors for me switching is because of the training opportunities offered by my new vendor. Their response was “Oh, we offer training.” I said, “I’ve been buying sandpaper from you for 12 years, and you’ve never brought up training before.” But I had to self-reflect from that and acknowledge that it was probably my fault, because I never told that vendor how important training was to me.

You have to express that importance to vendors, otherwise they don’t know. If all you’re doing is sitting down talking price to them, then they think that that’s all that’s important to you.

RYA N C R O P P E R is the owner of Able Body Shop, with three locations in Anchorage, Alaska, and Total Truck Accessory Center.

E M A I L : r c r o p p e r @ ab l e b o d y s h o p .c o m

October 2019 | fenderbender.com 79

STR ATEGY

CASE STUDY

Sunny Dispositions The staff at Sudden Impact Auto Body & Collision Repair Specialists makes a concerted effort to meet, greet and educate clients.

80 fenderbender.com | October 2019

BY FOCUSING ON THE CUSTOMER, A SHOP CAN MOVE AWAY FROM DRPS AND REMAIN PROFITABLE

BY MELISSA STEINKEN

PHOTOS COURTESY SUDDEN IMPACT AUTO BODY & COLLISION REPAIR SPECIALIST TS

October 2019 | fenderbender.com 81

STR ATEGY

CASE STUDY

C

ustomers know that if they walk into Jose Gutierrez’s shop, “damage meets its demise.”

The slogan scrolls across Sudden Impact Auto Body & Collision Repair Specialists’ computer screens, televisions and is heard on the radio. Customers know the phrase because they’ve seen and heard it repeatedly. Alongside that website logo, they also see the phrase, “We believe in treating the customer first.”

And the advertising pays off in the end.

For a shop that only has one DRP, the majority of customers come into the facility after seeing its advertisements throughout Las Vegas.

Gutierrez bought the shop in 2002. And, over the years, Gutierrez says he’s seen DRPs become a trend of the past. He now feels that shops like his should focus on gaining OEM certifications to market their business as effectively as possible.

“I thought [DRPs] were the way to go back in the day, but since then things have changed, as well as vehicles,” Gutierrez says. “There is a lot of training and investment that goes with certifications and it’s all so we can be more knowledgeable and fix vehicles back to factory specifications. Since then, we’ve leaned on OEM certifications for about seven years.”

Switching from a DRP-oriented process was only made possible when he figured out a way to keep profits flowing through impactful advertising.

The Backstory

Roughly seven years ago, Gutierrez “weaned” his body shop off DRPs and started working toward OEM certifications.

Today, the shop has about 15 certifications.

The shop still has one DRP and that relationship remains because that company continues to put family and customer values first in its business interactions, Gutierrez says.

The Las Vegas facility received roughly 80 percent of its work from DRPs and only saw a need to advertise the business three times per week on television and radio.

“Advertising at the time was just about supplementing brand recognition,” Gutierrez says.

The Problem

During the time when most body shops focused on DRPs to build their customer bases, Gutierrez followed suit. Yet, as time went on, he realized that the best way to bring in business, and go above

Family Atmosphere Las Vegas shop owner Jose Gutierrez, center, has his staff focus on fixing cars as if customers were valued family members.

82 fenderbender.com | October 2019

and beyond for quality repairs, was by becoming a customer-focused shop.

He realized he should move away from DRPs when the companies started to become more focused on saving money and not helping the customer, he says. For instance, he began noticing that some insurance companies would not pay for a complete paint job if it was done after the car had dings or scratches, he says. He was concerned that the insurance companies didn’t care about the quality of the repair.

Before Gutierrez ever owned a shop, he worked as a painter in the collision repair industry for 18 years. He loved that work because, at the end of the day, he was able to personally see the customer pick up the car and see how happy it made him or her.

And, as a painter, he was able to play a critical role in the repair process and decide if a repair needed to be sent back in the process to be fixed or moved forward.

When he thought back to that time, Gutierrez realized he needed to take a similar approach as owner of his body shop and move the shop forward.

First, he needed to find a way to still bring in revenue, even without the relationships he had with insurance companies. At the time, the business had an average repair order of $1,500 and an average monthly car count of about 90 cars. He decided to focus the shop’s advertising around a core component: the family.

The business started following a simple motto: Let our family serve your family.

The Solution

Gutierrez’s first key step was educating customers about repair work. As one of the only members of the team in the front office, Gutierrez personally greets customers and takes extra time to explain the repair process to them.

He tells the customer, “We’re a familyowned business and we stand behind everything we do.”

If the customer comes in with an insurance estimate, he’ll go through each step with the customer and might explain an area of damage that the company missed. Then, after the customer’s car is scheduled and begins the repair process, Gutierrez has his team contact the customer twice per week to update them on the repair.

He recommends that other shop owners also give shop tours to clients. If the customer asks to see progress on the vehicle, the owner should show him or her the car.

Gutierrez also personally posts the shop’s social media messages in order to tailor the advertising message. The shop’s main forms of advertising come from posts on Facebook and Instagram.

He feels a shop should try to post content that illustrates the education process inside the facility. In other words, content that’s helpful to the customer, light and funny, and also includes photos of what’s happening inside the shop.

In order to stay relevant and right in front of the customer with his shop’s name, Gutierrez posts roughly three times per week. For example, he often posts a picture of his team working on a car or a short video of a worker with emojis within it. One of the shop’s July videos shows a painter dancing and then asks,

“Who says you can’t have fun?” At the end of the posts, Gutierrez make sure to add the shop’s contact information.

Every day, Gutierrez monitors the shop’s reviews on Google and Yelp. Right now, the shop has remained between 4.5 and 5 stars consistently. If there’s a negative review, he’ll respond to the customer promptly, and attempt to get the client back in the shop.

At the end of the day, Gutierrez showcases his endeavors via an advertising campaign (See sidebar: “Steps to Media Advertising”) on local radio stations. He shows potential customers that while his staff is ready to help them, it’s their choice where they take their car.

STEPS TO MEDIA ADVERTISING JOSE GUTIERREZ, OWNER OF SUDDEN IMPACT AUTO BODY & COLLISION REPAIR SPECIALISTS IN LAS VEGAS, SHARES HOW TO APPROACH ADVERTISING ON RADIO AND TELEVISION. Step One: Carefully choose the station.

Gutierrez advertises on seven radio stations in his area. He runs his radio and television advertisements three times per day each. He chose his stations through recommendations from his church and from golf tournaments in which he’s been involved.

Step Two: Clarify your message.

Gutierrez includes his dog, Ax, in most television advertisements. He has the dog “talk” in the commercial through animation effects. Each of his advertisements convey to the customer that his body shop is a family-owned and family-friendly business, and that they fix cars as if they’re putting one of their family members back into it.

Step Three: Seek others’ opinion.

Gutierrez hired an outside advertising agency to help him put together the ad content. He meets with the agency each month to plan the advertisements.

October 2019 | fenderbender.com 83

STR ATEGY

CASE STUDY Brand Builder Sudden Impact Auto Body & Collision Repair Specialists has found that including the shop dog, Ax, in advertising tends to resonate with customers.

The Aftermath

While the shop’s cycle time is a bit longer because they wait on insurance companies now, Gutierrez says his current average repair order is about $3,000. The shop works on about 140 cars per month.

On average, the shop has increased its supplement rate by about one extra supplement per job. Before switching to DRPs, the shop was doing about two supplements and now averages about three supplements.

And, Gutierrez eventually realized he needed to get his staff on board with the move away from DRPs. He decided to implement a motivation system for his team.

Randomly, he’ll walk into the shop floor and pull out the staff time cards. If someone has been consistently on time, he’ll reward them with a bonus.

SUDDEN IMPACT AUTO BODY & COLLISION REPAIR SPECIALISTS OWNER:

JOSE GUTIERREZ LOCATION:

LAS VEGAS

The Takeaway

The business has grown because the heart and hub of it is the family behind it, Gutierrez says.

“When customers see we’re a familyowned business and that we stand behind everything we do, it creates a trust factor between us,” he says.

Since switching from DRPs, the shop’s CSI score is between 96 percent and 98 percent.

SIZE:

10,000 SQUARE FEET STAFF:

9 (2 PAINTERS, 1 PARTS MANAGER, 1 BUFFER AND 5 OFFICE STAFF) AVERAGE MONTHLY CAR COUNT:

140

AVERAGE REPAIR ORDER:

$3,000

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84 fenderbender.com | October 2019

SPONSORED CONTENT

FUJI SPRAY IS POISED TO TAKE COLLISION REPAIR BY STORM A legacy of quality spray technology drives the brand-new Fuji Spray division into collision repair One of the best business quotes of the modern age came from one of its foremost innovators: Steve Jobs. Jobs knew that his line of Apple computers may have resembled more popular PCs, but functioned wholly differently.

“People don’t know what they want until you show it to them,” he said.

Fuji Spray has adopted this mindset in the design and implementation of its leading line of HVLP spraying equipment. Fuji Spray has been producing premier spray equipment for over 30 years. Next, they’re moving into the collision industry lock, stock and (paint-filled) barrels. And they’re poised to pounce on the market.

“The best is yet to come,” says Jim Larin, Operations and Sales Manager for Fuji Spray.

INTRODUCING THE FUJI SPR AY V8 SERIES

Fuji Spray knows collision.

After several years of successful paint shop implementation with the MPX-30, Fuji Spray is committed to launching into the collision repair market with gusto, leading to the creation of an entirely new division wholly committed to collision repair and refinish.

“We designed products specifically for the collision industry and now have a whole division devoted to it,” Larin says. “After initial success with collision repair—dipping our toe in, if you will—we’re committed to making a much larger splash. We’re jumping into the industry equipped with the best technology, a legacy of excellence and our eyes wide open.”

Comfortable, efficient and built to last, the MPX-30 is made to handle any paint project, regardless of size or scope. Most spray guns feature a stainless steel needle and nozzle and fluid passages of alloy gun material, which can corrode easily. The MPX-30, however, features 100 percent stainless steel fluid passages in the gun, suitable for water-borne and solvent-based coatings. The spray gun body features a modern, durable chrome finish and was designed for full system application (sol-

vent-based basecoats, low VOC colors or clear coat).

The MPX-30 can handle all types of coatings, including high-solid materials, and is designed to function flawlessly in production settings. Available in gravity-feed or siphon-feed models, Fuji Spray compressor guns are renowned for higher transfer rates and precision atomization and control, eliminating waste and overspray with a fan pattern up to 13 inches.

Key features and benefits of the Fuji Spray MPX-30 MP Gun include: • High transfer efficiency means less overspray and increased savings • Optimized air cap design results in soft spray pattern and outstanding atomization • Recommended 13.8cfm at 36psi • VOC-compliant • Precise fan pattern adjustment

“The MPX-30 is worth every penny—it breaks down the materials great for the smooth finish we all crave!”

Gabriel Merino, Motivated Painters

The MPX-30 is as affordable as it is effective.

“The big selling feature is the price point,” Larin says. “You don’t sacrifice quality and get great results. For collision repair shops, it always comes down to price and parts availability. Our team ensures top quality equipment and unbeatable customer service for a great value. You can achieve four-figure results at half the price.”

Success begets success, and the MPX-30 has lead to something new: the V8 Series Spray Guns and a renewed commitment to the high-tech painter and paint shop. At SEMA 2019, Fuji Spray will debut its new division, Fuji Spray Auto, along with its

groundbreaking new V8 series, featuring the RP-V8 and H-V8 for a new audience of painters and shop owners. As Larin notes, the best is yet to come.

THE FUJI FAMILY PROMISE

As a midsize company, Fuji Spray has a reputation for being fast, versatile and innovative, meaning its customers expect (and receive) answers when they have questions.

“You don’t go through automated systems when you need help,” Larin says, “at Fuji Spray, it’s two rings and you’re speaking with a human who knows the product and who knows how to spray. We have an industry-leading turnaround time; we guarantee a global response time of 1 business day.”

Larin describes the Fuji Spray philosophy as a “customer-centric process,” and that the company and all its divisions can address challenges much faster than larger companies while still offering a premium product at a competitive price point.

Try a Fuji spray gun today and see for yourself the incredible versatility and efficiency of Fuji Spray Auto, Fuji Spray’s newest division. Visit fujisprayauto.com for more information: The best is yet to come.

October 2019 | fenderbender.com 85

COLLISION REPAIRERS

The CCC® Total Repair Platform brings all aspects of your business together – from estimating to customer engagement to DRP management – in a single platform.

Learn more at www.cccis.com/get-ccc-one 86 fenderbender.com | October 2019

STR ATEGY

CUSTOMER SERVICE

The Dreaded Decline

A safety-focused approach can lead to fewer declined repairs by customers

GETTY IMAGES

BY MELISSA STEINKEN

A potential customer arrives at your shop with a damaged vehicle. After get-

ting an estimate and not liking the price, the vehicle owner promptly departs. But, that driver is now operating a car that has structural damage that’s compromising the safety of the vehicle.

What are you, as a shop operator, to do in this situation? Try to stop the customer from leaving? Or, let the customer go, knowing they’re driving in an unsafe car?

It’s a scenario all body shop operators want to avoid. No one wants the October 2019 | fenderbender.com 87

STR ATEGY

CUSTOMER SERVICE

customer to walk out the door without getting his or her vehicle repaired. Not only is it unsafe for the customer, but the body shop loses a client.

So, how can a body shop operator present their case to the customer?

“Sometimes I’ve declined repairs, but usually if a customer doesn’t want to do the repair, they don’t come back,” says Cam Mashburn, one of three owners of Mashburn’s Collision Center in Lawrenceburg, Tenn., a shop that has served customers through generations of family since 1981. The almost $2 million shop tells every customer that it stands behind a lifetime warranty and customer satisfaction guarantee.

Joshua Martin, owner of Martin Auto Body in south Texas, has also turned away a potential client in the past when he or she refused to see eye-to-eye with the shop regarding what’s deemed a safe repair. While it’s a rare occurrence over the 25 years the Martin family has been in business, Martin says the shop’s approach to dealing with the customer in those situations is important.

His approach pays off. Roughly 90 percent of customers coming into the shop are from positive referrals.

“At a certain point, you’re taking the customer’s lives into your own hands,” Martin says.

Below, Mashburn and Martin share their tips for handling customers who are hesitant to pay for a collision repair.

TIP NO. 1:

Take time to explain the repair process to the customer.

No matter what, the operator should ask the customer if he or she wants to schedule the car for repairs, Mashburn says.

“Always, always, always ask them if they want to schedule it for repair,” Mashburn says.

Mashburn says you need to learn exactly why the customer is rejecting the job. Mashburn will also lay out why the shop chose to do the repair in each case (See sidebar: “How to Handle Different Customer Requests”).

Martin says that an operator needs to be personable with the customer and never treat the customer like a number. He recommends emphasizing not only the customer’s safety, but also the safety of the passengers in the vehicle, especially if children could be impacted.

88 fenderbender.com | October 2019

TIP NO. 2:

Make the conversation memorable for the customer.

Mashburn says that, often, the shop operator must go to extra lengths to show how a repair could impact the safety of the vehicle.

For instance, customers often ask him if they can see the car being repaired.

When that occurs, Mashburn takes the customer through the shop floor, explaining what each department does in the repair process.

“A lot of people want to see the mixing room, how the paint is mixed and how the car is sprayed with paint,” Mashburn says.

He also sends the customer short videos of his or her car being repaired. Often, the customer feels more at ease with the repair by seeing how the car is progressing each day. Through his shop’s CCC ONE management system, he’s able to easily text videos to clients.

Martin recommends saying that, if it were his car and his family, he wouldn’t feel safe putting them back in an unsafe vehicle.

When the customer wants to put in an aftermarket part, Martin often shows them the OEM repair procedures and how it states that, to return the vehicle to factory standards, OE parts need to be used.

Overall, when a customer wants their car repaired a certain way, it’s best for the owner or manager to visually show them in person how the shop’s repair can benefit them.

TIP NO. 3:

Use carefully worded phrases with clients.

Mashburn feels shop operators need to focus on letting customers know their vehicle is in the hands of a family body shop. Mashburn typically takes care to carefully write customers’ estimates and asking them questions to make them feel comfortable. He’ll ask about clients’ jobs, family members, or what brings them to town, for example.

Ultimately, asking questions provides an opening for Mashburn to connect with customers.

Martin suggests explaining to customers why the estimate or repair plan is written the way it is. He says to take an extra five to ten minutes and make sure the customer knows that there are items written on it for safety reasons, even if they cost the customer more.

If necessary, he’ll be fairly blunt and tell the customer, “Your vehicle is not safe at all to drive.” In those cases, Martin has had

a wrecker come tow the vehicle away and total it.

And, if the customer is still trying to push the issue of a repair being too much money or a part costing too much, Martin will tell them, “My liability and the shop’s liability are involved here. It’s not good business for me to fix the car this way.”

HOW TO HANDLE DIFFERENT CUSTOMER REQUESTS CAM MASHBURN, OWNER OF MASHBURN’S COLLISION CENTER, SHARES HIS APPROACH TO FOUR T YPICAL CUSTOMER OBJECTIONS TO REPAIRS.

If the customer does not want to pay the deductible, Mashburn says a shop owner should say, “If you want us to take that deductible out, we’d either have to cheat the insurance company or pay it out of the shop’s back pocket.” Mashburn says his shop does not cover deductibles in any fashion. When the shop operator is straightforward as to why he or she can’t accommodate a price cut, Mashburn says the customer usually realizes why and backs down.

If the customer and the shop operators are struggling to agree on a supplement price, Mashburn says he explains why the shop needs to do the supplement and lays out what the shop’s price is versus the insurance company’s price.

If the customer prefers an aftermarket part in his or her vehicle, Mashburn says he handles that unique situation delicately.

He feels that, when it comes to the type of parts going into the vehicle, he is against using aftermarket parts for the sake of the customer’s safety.

If the customer simply wants the vehicle repaired a different way, Mashburn recommends a shop operator sympathize with the customer. But, the shop should never let a customer dictate the repair.

Phrases to use during this situation include, “This is the way we fix the car and why.”

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COLUMNS

IN THE TRENCHES STEVE MORRIS

The Roadblocks to Better Blueprinting The keys to stop the workflow interruptions

NICK SPAETH

As we continue our quest to develop a

robust and detailed standard operating procedure for blueprinting, it’s time to discuss procedures that are critical to overcoming preventable roadblocks in your workflow.

Most interruptions to flow are preventable, but shops without a viable SOP for blueprinting continue to experience the selfinflicted delays that rear their ugly heads most often near the end of the repair.

The first roadblock to discuss occurs when there is no accurate diagnosis of the vehicles structural integrity and conformance to OEM specifications. Simply put, it is the job of the blueprinter to discern whether or not corrective pulls are going to be required to restore the structure of the vehicle back to its originally designed dimensions. Failure to notice structures that are out of tolerance will cause huge delays and potential quality issues part way into the repair. Because one of the objectives of blueprinting is to discover and address all damages before putting the vehicle into production, adding a structural integrity check into your SOP is mandatory. Not every repair requires this check so it is not necessarily expedient to put a rule in place to measure every vehicle. Perhaps an adoption of the practice to measure every vehicle that has evidence of previous repair work will work for you.

In addition, any vehicle that visually or logically could have structural movement should be measured. You could implement two-tiered approach to this. Level one could include simple basic digital tram measurements in damaged and undamaged areas, and level two would include electronic measuring or benching with fixtures of the vehicle if the blueprinter detects any anomalies while using the tram bar. You will have to make your own rules based on how your shop is equipped, but, at the very least, your blueprinter needs to be trained on the detection of structural damage. I-CAR has some good classes as do the manufacturers of frame and measuring systems. Insert this maxim into your SOP: “When in doubt, measure it out” and you’ll reduce delays.

The second area of opportunity to

prevent delays and surprises involves completing a diagnostic scan of every vehicle before commencing with the teardown.

This diagnostic or pre-repair scan procedure has been a hot topic in our industry for several years, but I’m not sure that there has been the large-scale adoption of this necessary operation that one would expect.

Several OEMs have weighed in on the topic and insist on having diagnostic scans done on their vehicles after a collision. Several more OEMs highly recommend that this procedure be completed. Some collision repair pundits have stated that these OEM positions should be sufficient reasoning for adding pre-scans to your SOP. The bottom line is that I agree all vehicles need to be scanned prior to disassembly. There are too many unknown issues that can go undetected without a scan, but these unknown issues or faults will surely cause a delay at the end of a repair when you do a completion scan.

Most insurance companies understand the importance and value of the pre-scan operation. And, in many cases, a DTC will pop up, which will justify the prescan.

More importantly, there are so many components that can malfunction because of a collision without any outward evidence of damage. Blind spot sensors are notorious for failing after a collision and, without a pre-repair scan, you will not know of this issue. implementing a prescan process into your SOP. It is not hard to teach your blueprinter and teardown technician to use and interpret the scan tool and reports. Probably

the hardest decisions you will face relate to the method you use to do the scans. Your options include using OEM scan tools and software, using aftermarket scan tools, using mobile sublet vendors, or using a company that has licensed the OEM software and connects to the vehicle remotely. We use a mix of the aforementioned options currently, but I favor the use of OEM software overall. The bottom line of this topic is that scanning must be part of your SOP. Your blueprint SOP also needs to include researching and documenting resets, calibrations and required tests. The intent here is to prevent a supplement near the end of the repair. An example of possible resets or calibrations include occupant classification or detection system calibrations, also sometimes known as seat weight sensor calibrations. Many manufacturers require this calibration after a collision.

Your blueprinter should research and document this and put the operation itself on the initial repair plan. Most OEMs require that the steering angle sensor be calibrated after a battery disconnect or an alignment is performed. Again, the blueprinter needs to research this and get it onto the repair plan before starting the actual repairs. If you have a damaged park assist sensor needing replacement, will you need to calibrate it, test it, or aim it, or is it a plugand-play sensor? Feel free to refer to some of my previous columns that discussed the numerous resources available to blueprinters to ferret out these required operations.

Make sure to make this research process a mandatory part of your blueprinting SOP.

S T E V E M O R R I S is the director of operations for Pride Collision Centers, a seven-location MSO located in Southern California. He is an Accredited Automotive Manager (AAM) and ASE-certified master technician.

E M A I L : s t ev e m @ p r i d e au t o b o d y.c o m A R C H I V E : f e n d e r b e n d e r.c o m /m o r r i s

October 2019 | fenderbender.com 91

SHOP TALK

92 fenderbender.com | October 2019

“BEING PROACTIVE IN YOUR ROUTINE CAN MAKE PROCESSES GO MORE SMOOTHLY.” CHANCE SMITH OWNER CRASH DEPOT AUBURNDALE, FLA. PHOTOGRAPHY BY CHARLES LERETTE

October 2019 | fenderbender.com 93

SHOP TALK

CHANCE SMITH

When he was 16 years old, Chance Smith had a car window broken. He decided to take it down to a neighborhood body shop, a couple blocks away, to be repaired. While it was tended to, he sat and watched intently.

A couple weeks later, his car was in the crossfire of some neighborhood shenanigans and hit by rocks. Thus, another window broke. Smith returned to the body shop.

This time was different, though. This time, the shop owner turned to Smith and asked, “Since you saw how we did it last time, would you want to repair the window this time?”

“Why not?” Smith said. And, after he was finished with the repair, the work was so well done that the shop manager asked if he wanted a job. Smith responded with another “Why not?”

Thus began an accomplished career in the collision repair industry.

Smith, the owner of Crash Depot in Auburndale, Fla., worked eight years for that neighborhood shop before he branched out to start his own shop at just 22 years old. He rented a 1,100-square-foot building and started working on his own business while also working at the other body shop.

In 2014, Smith moved into a new building that was 2,500 square feet, which seemed huge to him at the time. Eventually, he took over the whole building, leaving him with a facility that was 5,000 square feet.

By 2018, Smith’s shop was growing, not only in terms of production, but also to include insurance company partnerships. He couldn’t fit more than two cars and customers in at a time, however. So, he bought a 13,000-square-foot building right next door.

While the shop was the most profitable it had ever been when it was smaller and at max capacity, Crash Depot produces over $1.3 million today and continues to grow due to Smith’s scheduled routine and drive to improve processes.

Eager Employees By hiring only those with a true passion for collision repair, shop owner Chance Smith has built a cohesive staff.

AS TOLD TO MELISSA STEINKEN

I typically get into the shop around 7:30 a.m. every morning. The first thing I do

when I get into the shop is walk around for 15 minutes and say hello to the staff that came in earlier. I usually start that walk in the paint department because the painters get in around 7.

Then, before 8, when the shop officially opens to customers, we sit down to a production meeting as a team. During this 10–15 minute meeting, we go 94 fenderbender.com | October 2019

over a schedule of the cars in the shop that day. The team goes over a schedule that’s written out on a whiteboard and outlines the technicians’ jobs by timeframe. Say my A-level technician has to work on a vehicle; we go over the time he needs to get it done in order to start on another repair. Maybe it will be working from 8 a.m. to noon and then working on another job from 1 p.m. to 2 p.m.

My office is right up front, near the lobby.

I have four walls and a door to my office so I can close it to gain privacy, but I can also keep an eye on customers coming in and help out with any estimates or concerns they have.

When I’m in my office after the production meeting, I take about an hour to update all the car files so that the customer service representative doesn’t have to worry about asking me

CRASH DEPOT OWNER:

CHANCE SMITH LOCATION:

AUBURNDALE, FLA. SIZE:

OVER 13,000 SQUARE FEET STAFF:

11 (3 IN FRONT OFFICE, 8 IN BACK END) AVERAGE MONTHLY CAR COUNT:

75

ANNUAL REVENUE: Expand the Right Way Since expanding into a larger facility, one of Chance Smith’s biggest efforts has been expanding his team and finding quality workers.

questions about a customer’s car. I also make necessary calls during that time.

If we realized there was a critical issue with a car’s repair during the production meeting, I’ll follow up on that.

Sometimes it means a quick call to follow up on where a missing part is.

The first couple of hours in the shop are really about being proactive and catching up on work so the rest of the day goes by more smoothly.

Since we’ve expanded into a larger facility, we’re also working on expanding our team. Right now, my team consists

of 11 employees and they are all younger workers. Most are under 25 years old.

I’ve realized that the best way to hire for a shop is to make sure that you are hiring for attitude and aptitude and not for the experience level of the technicians. This is why I’ve taken the time to work with the local vocational technical

$1.35 MILLION

school; I sit on their advisory board.

I go to that school and talk in front of classes a couple times per year and also inquire afterward about anyone looking for work.

Our team also posts job openings on sites like Indeed and through Facebook posts. We recently received over 300 resumes for our CSR opening. Out of those 300 applications, I narrowed it down to 10 phone calls. Out of those 10 October 2019 | fenderbender.com 95

SHOP TALK

CHANCE SMITH

calls, five people answered the phone and only three people showed up for inperson interviews.

So, it’s really important to look for people based on their ability and actual willingness to work.

I typically take a lunch break, but I usually still work on small tasks during it.

Even while I’m taking a lunch break, I’ll look through my emails or do another similar task. I like to keep busy, and going through emails is something that doesn’t require a ton of thought.

One of my current projects is boosting the shop’s presence across all social media. We’ve done radio advertising as

part of our marketing and advertising endeavors for the past two years. However, we haven’t really seen a return on investment from those radio ads.

We’re going to target both extremes during the next year: We’re going to expand our social media presence to tar-

Jack of All Trades As the owner of Crash Depot, Chance Smith’s day is filled with a variety of activity, from working with staff to planning out marketing in his office.

get those 40 years old and under. Then, we’re also going to go to the retirement community in town and post print ads.

We want to target the “snowbirds” or people vacationing from other, colder states during the winter.

I attend two chamber of commerce meetings per month, to network. I think it’s

important to simply go into the community and tell other people who you are and what you do. I just like getting my face and name out there for the business.

At the end of each day, I make a list for the next day. I take 10 minutes at the end of

each day to write down a to-do list for the

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96 fenderbender.com | October 2019

next day. I like to include the tasks I didn’t finish that day and make sure they’re on a list I can check off. I write this all down in a six-inch spiral notebook sitting on my desk. Then, I can go home around 5 p.m. and focus on being with my family.

I really think it’s important to have that balance between family and work.

Right now, I have a baby at home so I want to spend as much time as I can there. So, I try to do all I can before leaving so I don’t think about work at home.

I encourage this with my team, as well.

For example, my team works from 7 a.m. to 4 p.m. every day, unless there is a lingering task. Then, we’re always closed on the weekends.

Keep up with the industry conversation.

Attend the FenderBender Webinar series.

These webinars are informational, interactive and FREE. All you have to do is register!

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WEBINARS October 2019 | fenderbender.com 97

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SPONSORED CONTENT

UPGRADE YOUR SHOP FLOOR WITH CARBEAT The award-winning shop floor organization tool from AkzoNobel has enjoyed unprecedented success since its SEMA 2017 debut In 2017, AkzoNobel introduced a new way to manage productivity and organization in a body shop: Carbeat®.

Carbeat, a patented electronic workflow system, gives those working on the shop floor the ability to visualize all current operations and statuses to stay organized. The cloudbased system comes with a 75-inch touch-screen monitor that can be personalized to portray the repair process on the shop floor.

The product was developed to improve the vehicle repair process, as it allows users to easily identify and monitor the different stages of a vehicle in the repair process. When shops mark how far their department is on a job, typical indications can range from placing a hat on a vehicle if it’s finished, or even marking a window with grease pencil marks.

“We asked ourselves this question: If shops are so great at tracking production, then why do all of these other manual objects still exist?” says Mike Sillay, Global Services Manager of AkzoNobel Vehicle Refinishes.

Personalize the Process Shops are efficient when departments are able to accurately determine where a car is in the process without any confusion.

“Carbeat is a visual tool and people need to be able to look at the dashboard and understand what’s going on,” Sillay says. “That’s another reason we deploy this on a large-format touch screen—you can stand 50 feet away from the board and actually assess where there’s a bottleneck in the process, or whether the vehicle needs certain repair procedures.”

During the repair process, Carbeat provides the whole shop floor with a visual workflow of the repair process. When a technician is finished with a repair, he or she can walk to the board, put his or her finger on the screen and drag the repair over to the next stage in the process, and it takes less than a second—that’s the real key to the accuracy of the data.

Discover Repair Results More often than not, it can be impossible to time each department’s contribution to a repair. By utilizing the Carbeat board, all staff members can discover the length of the repair process for each department by the touch of a finger.

“When the repair is moved, it date and time stamps the activity and we mine the reports off of the data that gets collected,” Sillay says. “We can set up filters for virtually anything that has data.”

Understanding departmental cycle time can help shops determine where improvements need to be made in order to provide efficient service for the customer.

The Carbeat Goes On In the last year, AkzoNobel’s premier organization tool has enjoyed unprecedented success.

“We doubled the number of Carbeat users to over 200 and it’s kept us busy scaling up the product—we’re now in 11 different countries,” Sillay adds. He’s thrilled that the tool has enough flexibility to be able to adapt it to the diverse business practices that exist around the world. Available in 17 different languages, Carbeat can be deployed in many countries.

In August 2019, a Carbeat pilot program was tested in both India and China—another highlight for the versatile tool.

Patent Protection and Data Security “We also have a US patent on Carbeat, so the IP is protected,” Sillay says. “It is extremely difficult to put a patent software and we’ve achived that.”

The Carbeat system in the U.S. is covered by U.S. Patent No. 10,289,101.

Furthermore, Sillay says, “We’ve invested heavily in privacy and security and are prepared for the next wave of new users.

Your shop’s data is safe with Carbeat—we went from a single U.S. server deployment to three data center platforms.”

Other new and enhanced features include: • Advanced board search • Realtime Work-In-Production display • Repair Plan Accuracy Report • WalkMe, an interactive embedded help tutorial to speed adoption of Carbeat by your team Infrastructure Enhancements: The Carbeat platform has been expanded and upgraded to bring several benefits to customers and accommodate growth.

• Higher speed and faster response times • Stability and dependability • Compliance with emerging new data privacy legislation

AkzoNobel will feature Carbeat at SEMA in 2019.

To learn more, visit carbeat.com.

October 2019 | fenderbender.com 99

UPDATE

TOTAL CARE ACCIDENT REPAIR

Building Industry Contacts Three tips to getting more out of industry events B Y K E L LY B E AT O N

Engage with local shop associations.

Lamborghini, whose current shop has a 99 percent CSI score, is a staunch advocate of joining state associations like those run by AASP. After all, being able to bounce ideas off peers in your region can help you make valuable tweaks to business procedures.

“The key is getting involved with your local auto body association,” says Lamborghini, who currently chairs a committee to improve Massachusetts’ labor rate, which averages around $38. “Associations are difficult to maintain; you’ve got a bunch of independent business people … and the wheels of progress don’t always turn quickly.”

But, if shop operators want to improve industry issues like labor rates and the utilization of OEM repair procedures, Lamborghini feels it’s imperative that they get active with industry organizations.

“The thing I’ve learned,” he says, “is that you can either be part of the problem or part of the solution. And, to sit on the sidelines 100 fenderbender.com | October 2019

owning an embroidery business. But that profession simply didn’t scratch an itch. He quickly grew tired of the slow pace. He missed the sense of urgency that surrounds collision repair work, and having customers rely on him to help get their vehicles back on the road.

By 2006, Lamborghini had returned to the body shop realm. And, he has co-owned Total Care Accident Repair in Raynham, Mass., since 2010, helping grow the venture into a $3.3-million-per-year business.

“I got back in, and realized that the business still had a lot of really great elements,” he says. “Now, I have no intent of getting out of the business.”

Lamborghini is as motivated as ever, and has become an industry advocate. Joining organizations like AASP-Massachusetts and meeting like-minded industry peers has helped stoke his passion for the industry. That’s why Lamborghini suggests young collision repairers make a point to connect with colleagues and build industry contacts. Here are his suggestions for accomplishing that.

today is not an option—if you want to try and fix something, you need to participate.”

Take full advantage of industry events.

Lamborghini has long prided himself on attending any industry event of widespread relevance. He estimates that, at one point, he attended NACE for 15 years in a row.

And, during his lengthy collision repair career, Lamborghini has made sure to stuff his pockets with as many business cards as he could get his hands on during industry events.

“I’ve made a lot of industry contacts through paint companies, and the jobber,” he says, “and the nice thing is, through the jobber and the paint companies at those industry events, you get introduced to lots of people—real interesting networking goes on.”

Find, and join, a 20 Group.

While Lamborghini, 66, admits he’s “on

the back 9” of his career, he wants to see the industry’s younger shop operators thrive for years to come. And, the best way to do that is by joining a 20 Group, he says.

Over the years, the lessons Lamborghini has gleaned from 20 Groups have been invaluable.

“First, join your local shop association.

Then you can talk to your paint manufacturers about 20 Groups,” Lamborghini says. “Because most paint manufacturers are still sponsoring 20 Groups.

“There’s got to be some type of format that allows people who are of like mind to exchange ideas. Then you can expand your horizons, and I think 20 Groups are awesome.”

“If you’re an industry professional,” he adds, “the best thing you can do is get outside your four walls and see what the rest of the industry is doing. The mantra of the 20 Group is everyone shares openly and honestly, because there’s no competitiveness involved. So, you get exposed to ideas you never would anywhere else.”

COURTESY JACK L AMBORGHINI

For Jack Lamborghini, collision repair had become an endless string of conflicts.

“It became not fun to go to work,” the shop co-owner recalls of life back in 2002. “Because every interaction at the time became, in essence, a fistfight.”

Negotiating with the likes of insurers for compensation became so frustrating that Lamborghini left the industry entirely—a story he shared with FenderBender back in 2014 (fenderbender.com/mistakes).

“I was disgusted with the industry,” he recalls. “I had been very frustrated with the insurance side, in terms of how we were getting compensated and how they were trying to dictate our repairs. I was in an adversarial position constantly with the insurance companies, and it really got to me.

“So, I did a couple years of semi-retirement and bought another business that left me completely unfulfilled.”

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COLUMNS

OUTSIDE THE LINES JASON BOGGS

Train Like Your Shop Depends On It It’s time to stop the myth that training is too expensive to prioritize

without an air compressor? How about replacing a quarter panel without a welder or rivet gun? While we couldn’t conceive of doing those operations without the necessary tools to do the repair, somehow our industry feels we can repair any vehicle without the necessary training needed to repair the vehicle. In the past, an untrained tech might have cost us more time or an eventual comeback. Today, an untrained tech could cost millions. If you’ve been under a rock for some time, just Google search the words “Texas body shop Honda lawsuit” and you’ll see what I mean.

I believe we should look at training like we look at paint or replacement parts—an absolute necessity to do a proper repair. There’s been enough written about the changes in today’s vehicles that we don’t need to rehash that today.

To get more info on vehicle technology, you could go to fenderbender.com and search the word aluminum and it will turn up over 570 related articles. That’s just one example of how vehicles have changed dramatically. If you’ve made it this far down the page I’ll make the assumption you know vehicles have changed and we need to get trained in order to repair them safely.

The next question to ask is, “How do we pay for this training?” How do you develop a budget to take on this additional expense? Adding on other expenses such as marketing, HR benefits, or even office personnel can be carefully and methodically worked into a budget with the right timing. However, necessary training is a unique expense that can moonlight as a “cost” on your P&L since it’s necessary to have in order to repair the vehicle that’s either in your shop or coming very soon.

If you haven’t done this before, it would be very beneficial to pull the data to see what vehicles are being registered in your area. Comparing that data with your recent repair history will help you determine what manufacturers you are likely to repair more of in the immediate future. This will help you prioritize the 102 fenderbender.com | October 2019

list of training options available to you.

You want to begin with the training that will be most useful to you based on your work mix.

Once you know the type of vehicles you will work on, it’s time to research what training is available. There are many resources to help you compile a list. You could reach out to the OE reps who handle the certification process for each line. If you attend a trade show or industry conference, there are bound to be experts there to assist in compiling a training list. And, of course, FenderBender is a great resource. As I was writing this I searched “training” at fenderbender.com and it showed 2,590 results.

One way to look at budgeting for training is to determine what top-line sales are required to pay for it. If you send a team of techs to attend a class and the bill is $2,000, then you should know what increase in sales you would need in order to pay the $2,000 without putting a dent into your current budget. If you divide the $2,000 by your gross profit margin (I’ll assume it’s 40 percent), then you have to do an additional $5,000 in top-line sales in order to pay for this expense. The $2,000 training bill would increase your break-even sales by $5,000.

Another way to find the dollars to pay for this training is to do a review of your expenses. Even if you don’t have any new spending in mind, it’s always valuable to look through your expenses and see if there is any fat to trim. If you’ve never

done this before you might be surprised what expenses you are paying that you can either reduce or eliminate.

Another aspect of the training we all need is the proper OEM repair procedures. This is ongoing training for each repair, not something you can check the completed box. Regardless of how many times we’ve done a particular repair, we still need to review the current procedures, as they change regularly. Some of these procedures are available for free on websites like I-CAR or OEM1Stop. Other manufacturers will charge a subscription fee to get the repair procedures from their website. Instead of buying an annual membership, we purchase a daily subscription and invoice that on the job just like a part.

You may get pushback from the payer at first, however this is as necessary as any item we put on our estimates. Some shops even have success getting paid for the time to research the proper repair procedures.

Regardless of how you choose to tackle it, you should be getting paid for obtaining OEM repair procedures.

Our industry is changing. In order to succeed, we must take training seriously.

Don’t let the cost of training keep you from doing it. While I don’t always like fear as a motivator, if you need the extra push, let the cost of not training scare you into doing it now. Once we adopt the attitude that it must be done, we will find there are several ways to pay for it. Create a priority list for your training, see what sales you might need to cover it, and trim your current expenses to help pay for it.

JASON BOGGS is the owner of Boggs Auto Collision Rebuilders in Woodbury, N.J. He has attended the Disney Institute and Discover Leadership, and has studied lean manufacturing processes.

E M A I L : j a s o n @b o g g s au t o .c o m A R C H I V E : f e n d e r b e n d e r.c o m / b o g g s

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T OP T OOL S, T ECH & GEAR The perfect shop is as fleeting as the perfect day.

The tools within the Ultimate Collision Repair Shop, however, will help you strive for more, ensure better and safer repairs, and provide more than just good ROI—they’ll provide a means to continually move your shop into the future, poised to handle all the challenges of the complex world of collision repair.

The need for modern methods and procedures is more critical than ever as repair demands from customers and OEMs increase. With the right tools, you’ll be more than equipped to handle the rigors of the daily grind—you’ll be motivated.

In 2019, the Ultimate Collision Repair Shop returns to highlight the boldest and best within the industry. This is the ultimate guide to the tools you’ll need to embrace tomorrow’s challenges today.

Inside, read about the companies and products that are turning heads, solving problems and bolstering revenue for the technicians and shop owners who wield them. If you’re not a step or two ahead of tomorrow, where will you be?

For additional content including photos, videos, and more, go to ultimaterepairshop.com.

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2019 EDITION

T ABL E OF CON T EN T S 6

ELECTRONIC PARTS PROCUREMENT

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DIAGNOSTICS

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PERSONAL PROTECTIVE EQUIPMENT

12

WELD BONDING/CORROSION PROTECTION

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DUST EXTRACTION/ABRASIVES

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PAINT FINISHING

18

DOLLY SYSTEM

20

MEASURING EQUIPMENT

22

FRAME EQUIPMENT

24

WELDING EQUIPMENT

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PLASTIC WELDING EQUIPMENT

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PAINT COATINGS

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AIR FILTRATION AND AIRLINES

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PAINT CUPS

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SPRAY GUN

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ELECTRONIC PARTS PROCUREMENT

easy to learn and gives him time to focus on running the business.

“It cuts parts ordering time by at least 50 percent,” he says. “You hit ‘send,’ and by the time you’re dialing the phone to doublecheck the order, it’s already underway. It’s a fantastic system.”

FIX IT ONCE

UPGRADE YOUR PARTS COUNTER COLLISIONLINK SHOP IS THE NO. 1 INDUSTRY RESOURCE FOR FAST, EFFICIENT AND PROFITABLE COLLISION REPAIR If Ed “Big Daddy” Roth’s Rat Fink had crashed a ’32 deuce coupe outside New York City, Frank Ofrias and the team at 9th Street Collision would be there to fix it. Their logo, after all, features a tongue-flying, eyes-bugging driver—one arm out the window, the other deathgripping the steering wheel—hauling the vehicle down the road in a cloud of smoke.

“Yeah,” Ofrias laughs, “that logo alone gets people in the shop!”

Ofrias grew up working at 9th Street under his father’s eye, and has owned the shop outright for several years.

The motto of 9th Street Collision is, “Let us be the best part of a bad situation,” and living up to that promise (and incredible logo!) requires the best parts on the market.

For that, Ofrias looks to CollisionLink Shop,

by OEConnection.

FIX IT RIGHT As long as cars have rolled off the assembly 6

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line, shops such as 9th Street have been there to repair them. Only in the 21st century, however, has electronic parts procurement changed the nature of the industry. Using a computer and mouse instead of a phone and voicemail to order parts ensures accuracy, efficiency and stock. As the industry leader in sourcing parts, CollisionLink Shop allows repair shops to upload the entire estimate so dealerships can offer OEM parts at discounted prices. CollisionLink Shop partners with over 20 OEMs to keep vehicles on the road with reliable repairs, and Ofrias trusts the system to keep the lights on at 9th Street Collision.

“We try to push OEM parts on every repair if it’s financially available,” he says.

“Late-model cars are not a problem. CollisionLink helps us out huge and helps us get discounts. It helps us, helps the customer and creates better repair jobs.”

Ofrias says the system seamlessly integrated with his shop’s management software, was

Ofrias also enjoys the help and support OEConnection provides.

“The CollisionLink team is super helpful and they’ll have little tricks to get what you need,” he says. “I don’t have to play phone tag anymore— CollisionLink has drastically changed the way I order parts. I use it to the max.”

Ofrias says CollisionLink Shop has helped eliminate erroneous parts orders when working with a dealership.

“No two cars are the same; being able to put the VIN and being able to see what the dealership is seeing is a lifesaver,” he says.

“It takes the parts guy out and eliminates human error. Before working with OEC, occasionally a car would need a fender on the left, for example, and the parts guy would ship me all the right-side parts; that doesn’t happen anymore.

For a program that doesn’t cost me anything, it’s a lifesaver.”

The ease and value CollisionLink Shop offers not only frees up his time to run the business, but allows him to delegate parts ordering to his technicians.

“I can have my staff order parts they normally wouldn’t,” he says. “They can order parts and components without me looking over their shoulders with an eye on the ledger book. It empowers them to be more repair- and revenueforward. It keeps their feet in the bays and on the floor and everyone is making money.”

“I love CollisionLink Shop,” Ofrias says, “because it’s the future of efficient and profitable collision repair.”

To see what CollisionLink Shop can do for you, check out CollisionLinkShop.com.

Don’t be the last to join the ever-growing group of shops ordering OEM parts through OEC CollisionLink®.

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DIAGNOSTICS

CRUCIAL DATA YIELDS CRITICAL REPAIRS THE X-431 THROTTLE FROM LAUNCH TECH USA IS A

GROUNDBREAKING SCAN TOOL FOR COLLISION REPAIR “With today’s complex vehicles, it is essential to perform pre- and post-repair scans on each and every vehicle that enters a shop,” says Janet Tang, marketing manager at Launch Tech USA. Performing pre- and post-repair diagnostic scans is no longer a recommendation or best practice—it’s essential. Most OEMs now require pre- and post-repair scanning on all vehicles and have released position statements on them. If the vehicle is not repaired to the OEM specifications, shops can be held liable.

“Shop owners need to make sure that their staff is performing this process on every single vehicle,” Tang says. “If not, these shops will risk comebacks and losing a customer—or worse.”

Performing diagnostic scans doesn’t need to be a hassle. In fact, there are many tools on the market that make it quick and easy, including the X-431 Throttle from Launch Tech’s Pro Line Series.

LAUNCH TECH USA Launch Tech USA provides innovative and cost-effective solutions through its product line of automotive diagnostics that allow shops to perform accurate, fast, OEM-level diagnostic solutions.

In order to meet the ever-changing needs of the industry, Launch employs more than 300 R&D engineers who work to deliver innovative 8

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solutions for its customers’ needs. Launch has multiple test centers worldwide that ensure the highest level of vehicle coverage available.

X-431 THROTTLE The X-431 Throttle is a groundbreaking scan tool from Launch Tech’s Pro Line Series.

Technicians and instructors helped develop the X-431 Throttle, which has made it one of the most user-friendly scan tools on the market.

“The Throttle is one of the easiest to use professional scan tools in the industry,” Tang says.

The Throttle, which is based on the Android 7.1, features a unique intelligent VIN Acquisition and Decoding feature that allows vehicle access in seconds.

“The VIN can be read in seconds and the year, make and model can be identified without any user interaction,” Tang says.

The Throttle is a high-end open Android 7.1-based automotive diagnostic tool that supports dual band WiFi (2.4 Ghz and 5.0 Ghz) communication. It features extensive coverage on most vehicle models with robust diagnostic capabilities, accurate detection data and more.

It houses two-hour quick charge technology and will support realtime ADAS service updates and notices from Launch Tech USA. Its 13-megapixel rear camera is perfect for capturing every repair and the hi-res display makes it easy to see the smallest details. The Throttle

comes equipped with a charging station and one OBD kit from Launch Tech USA. “Being an open Android system, you can run your printer apps, email, internet services or other services, like checking the weather or playing games,” Tang says.

The Throttle supports frequently used special functions, such as: • Service light reset • Throttle adaptation • Steering angle reset • Brake PAD reset • Tire pressure reset • Anti-theft matching • ABS bleeding • Battery matching • Gear learning • Injector coding • DPF regeneration It also supports remote diagnosis, meaning a technician could (hypothetically) diagnose a vehicle thousands of miles away.

“Not only that, but with the Throttle, vehicle health reports for pre- and post-repair scans can be printed, which helps you get paid for your work,” Tang says.

SUPPORT If you run into any questions or problems with your diagnostic equipment, Launch Tech USA provides a number of different support options on its website. Along with contact information for people to reach out to for support, the website also has a number of different downloads, a community forum, and contact information for people. All of this information works together to make sure that users are getting the most out of their diagnostic tools.

“At Launch Tech, it’s important that our customers are taken care of,” Tang says. “If our customers have a question, they have a number of different outlets. Whether it’s a technical question that can be answered by our online form or a broader question answered by a fellow shop owner on the forum, we make sure our customers have all of the support that they need.”

To see how the Throttle X-431 can bolster your business, visit launchtechusa.com/x431-throttle/#!.

The X-431 Throttle is a full comprehensive

New 2 hour Quick Charge Technology

diagnostic tool, which includes a charging base. It is based on the Android™ 7.1 System, which supports dual band WiFi (2.4 Ghz & 5Ghz)

Will support Launch’s new ADAS

Communication. It has wide Coverage on most models, strong diagnostic capabilities, accurate

13 mp rear camera

detection data, IP 65 Rated.

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E PMAS IORP S R OHJOE CPT U L T I M A T E C O L L I S I O N TRHE

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PERSONAL PROTECTIVE EQUIPMENT

HELP PROTECT YOURSELF FROM ISOCYANATE EXPOSURE PROTECT YOUR PAINTERS WITH THE ULTIMATE SAFETY GEAR FROM 3M

Isocyanates are a class of highly reactive, powerful compounds that react with alcoholbased compounds to produce polyurethane polymers used in certain solvent-based and water-based paints. Basically, they are chemicals that help make paint stick and that makes it possible for you to create such glossy, vibrant colors.

As OSHA points out, exposure to isocyanates can result in skin irritation, eye irritation, chest tightness and difficulty breathing. Isocyanates also have the potential for severe adverse effects to the respiratory tract in some individuals. If you spray polyurethane paints or foam, dermal exposure is a significant hazard, and you should also avoid breathing the aerosol droplet (mist), vapor or particulate.

After ensuring that your painting booth or spray area is well-ventilated to help reduce airborne exposure to hazardous chemicals, you should use proper personal protective equipment (PPE) as determined by your employer, which may include eye protection, skin protection (gloves and coveralls) and a selection of appropriate respiratory protection. The following PPE is specific for the United States; you should check what PPE may be appropriate given your country’s regulations.

RESPIRATORY PROTECTION OPTIONS Reusable respirators (also referred to as elastomeric respirators) are the most common type of respiratory protection used in painting applications. The 3M™ Ultimate FX Full Facepiece Reusable Respirator, FF-400 Series is a comfortable solution for painters looking for a full facepiece respirator. It incorporates a passive speaking diaphragm that can make it easier to communicate and a 3M™ Cool Flow™ Valve that can help make breathing easier.

You can use this reusable respirator with 10

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3M particulate filters, gas/vapor cartridges and even with supplied air systems. 3M’s lines of filters and cartridges are NIOSH-approved and can be chosen for protection against isocyanates. In addition to the FF-400 facepiece, these filters and cartridges will also work with 3M™ Half and Full Facepieces 6000 and 7000 series products.

The 3M™ Versaflo™ TR-800 Powered Air Purifying Respirator (PAPR) is helping set a new standard in intrinsically safe respiratory protection. Featuring our TR-800-PSK with Intrinsically Safe motor/blower, this kit includes all the components for immediate use. The kit includes a helmet, IS battery and charger, breathing tube and covers, combination organic vapor and high-efficiency filter cartridge and accessories for proper cleaning and storage.

This innovative new PAPR is designed to incorporate ergonomic styling and long battery life. The PAPR design provides more freedom than supplied air systems because the painter is not tethered to an air hose, allowing the painter to move about the booth easily as well as leave and return to the booth or area without removing the equipment.

The TR-800 system features multiple speeds, audible and visual alarms and the ability to work with a wide variety of cartridges. This type of protection can help you with paints and coatings, including flammable and combustible ones that may contain isocyanates.

Don’t forget that the use of NIOSH-certified respirators in workplace environments must be accompanied by a full respiratory protection program as specified in OSHA 29 CFR 1910.134. Your respiratory protection program should include certain important parts, including written standard operating procedures, medical evaluations, fit testing (where

applicable), user training, respirator cleaning and maintenance, and cartridge/filter change schedule for air purifying respirators. And remember, when selecting and using a respirator, it is important to read and follow all User Instructions carefully. Engaging your local 3M safety specialist is a great option if you need help with any of the above.

PROTECTIVE APPAREL CONSIDERATIONS FOR COVERALLS When it comes to dermal exposure to isocyanates and other chemicals found in paints and coatings, you need adequate skin protection such as full body coveralls. Are your current coveralls providing adequate protection from isocyanates and other particulates found in paintings and coatings?

The 3M™ Protective Coverall 4540+ is a versatile protective coverall. It offers a good barrier to particles and liquid splashes from painting applications. It also features a breathable back panel for comfort and a fully sealable storm flap over the zipper for full-suit protection.

These coveralls also feature extra room in the arms and legs, two-way zippers for added onoff convenience as well as seamless shoulders and sleeve tops for extra protection. In addition, 4540+ product series offers a collared option for situations where a hood is not required. Advanced, breathable and lightweight materials help reduce heat build-up and promote comfortable wear—a growing requirement for painters.

If you use paint with isocyanates, make sure you are protected. Find the right PPE that will help protect you from dermal and respiratory exposure. Please note that the PPE discussed above is specific for the United States and you should check what PPE may be appropriate given the regulations in your country.

Paint in comfort with 3M.

Visit engage.3M.com/PaintinComfort for more information.

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WELD BONDING/CORROSION PROTECTION

STOCK YOUR SHOP WITH THE ADHESIVES OEMS CALL FOR

PANEL BOND ADHESIVES AND IMPACT-RESISTANT STRUCTURAL ADHESIVE FROM 3M WILL HELP YOU MAKE THE SAFEST REPAIR Today’s best body shops understand that the business isn’t just about brawn—it’s also about brains. Complex modern repairs require well-trained technicians who combine OEM, supplier and industry best practices into a plan that protects the customer and the shop.

Top shops pick their materials from suppliers just as carefully as they choose their technicians—an ideal mix of products, support and compatibility.

3M is more often referenced in OEM repair procedures for panel bonding and impact-resistant structural adhesives than any other adhesive supplier—the perfect reason to keep 3M supplies on the shop shelves.

“3M is highly effective at working with the OEMs (to specify) which products should be used by repair facilities,” says Ian Shaw, U.S. Product Marketer in the Automotive Aftermarket Division at 3M. “As an aftermarket manufacturer, 3M can provide the breadth of the line—including undercoating, cavity wax, seam sealers, plastic repair 12

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products, and more—for a total collision repair solution,” says Shaw, adding, “A body shop wouldn’t use three different paint manufacturers’ products; we can provide a comprehensive solution to the challenging repair specificities of today’s vehicles.”

Shaw stresses that a universal adhesive solution does not exist, and that repairers should always check the manufacturer’s instructions for approved adhesives. Following the OEM instructions helps ensure safety, mitigate risk, simplify the process and will allow your shop to be properly reimbursed for safe and responsible repairs.

Twenty years ago, vehicles left the manufacturer with maybe just a few pounds of adhesive on them; today, that number has skyrocketed, and it’s not uncommon for a new car to have more than 40 pounds of adhesives in it. Both panel bond and impact-resistant structural adhesives from 3M are highly recommended by OEMs, provide corrosion protection with a lifetime warranty, can be STRSW weld- or rivet-bonded within working time,

“Most of the time, the OEM information and supplier’s information can, and should, be used in conjunction with one another. For instance, Honda will tell you in the body repair manual where to apply 3M’s 8115 Panel Bonding adhesive but we will also tell you to follow the product manufacturer’s recommendations for application. Where shops get in trouble is when they assume that a supplier’s information applies to any particular make or model vehicle. I would always defer to the manufacturer to say if and when to use a product and then to the supplier of that product to determine the best practice for application.”

Scott Kaboos, National Assistant Manager, Collision Repair Training & Technology, American Honda Motor Company, Inc.

adhere to properly prepared composite substrates and have excellent shelf life.

3M has a refined and recognized quality control process, ensuring that each of its products is ready to use in controlled shop settings.

3M™ Panel Bond Adhesives and Impact-Resistant Structural Adhesive are designed to meet specific strength requirements of the areas of the vehicle most susceptible to significant collision damage such as the front upper and lower rails, rocker panels, wheel openings and more, and are designed to meet specific strength requirements for parts such as frame rails, strut towers, rocker panels, pillars and other members where impact resistance is important.

Depending on the manufacturer and repair application, OEMs could call out one of three structural adhesive options. Not all are created equal, and they will perform differently.

3M empowers technicians to tackle a breadth of repair challenges as the industry’s most often recommended source of adhesives for these repairs.

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Backed by 3M Recommended by OE Ms vvorldvvide 3M is more often referenced in OEM repair procedures for panel bonding and impact resistant structural adhesives than any other adhesive supplier.

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DUST E X TR ACTION/ABR ASIVES

abrasives run cooler and reducing loading on the abrasive face.”

The tools also have a pad brake which quickly stops the tool when it is not in use.

This can reduce sanding errors when setting down the machine after use—avoiding rework and additional costs. It also protects the user.

The dust extractor was designed without the traditional “shop vac” cylindrical canister that improves the overall dust capacity, reducing weight and increasing mobility for a smoother, more efficient refinish process, all while capturing the maximum amount of dust without having to constantly change filters.

INCREASE SAFETY & PROFITABILITY

WORK SAFELY. WORK EFFICIENTLY. THE TOTAL AUTOMOTIVE SANDING SYSTEM IS THE COMPLETE SHOP PACKAGE FOR SAFE AND PRODUCTIVE REFINISH SOLUTIONS The Total Automotive Sanding System powered by Festool Automotive Systems is designed to meet the needs of every technician no matter their specialty—body repair, paint prep and even detailing. Completely customizable, it lets owners and technicians choose the tools and accessories they need to build the perfect system. Collision shop work conditions can spiral out of control quickly, and maintaining a cleaner, more organized workplace yields happier technicians.

3M, the world leader in automotive abrasives, partners with Festool Automotive Systems to produce the Total Automotive Sanding System.

“Bringing these companies together created a powerful system,” says Branden Loesch, Application Engineering Specialist at 3M, “and our customers enjoy the best performance from the best tools and abrasives on the market.”

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THE POWER OF COLLABORATION The Total Automotive Sanding System is powered by industry-leading 3M™ Cubitron™ II abrasives. It is offered in five base configurations, two pneumatic and three electric systems, with endless customization options. The combination of the industry’s best abrasives, Festool tools, and dust extraction delivers a system which increases safety, eases the workload, and builds revenue.

“No other abrasives deliver the performance and value of 3M™ Cubitron™ II,” Loesch says.

3M™ Cubitron™ II Abrasives are built with patented precision-shaped triangular grains that deliver exceptional cut and life. They cut at least 30 percent faster than competing premium abrasives and last at least 30 percent longer.

“Combining the Cubitron™ II with Festool technology lets the disc perform at its full potential,” Loesch explains. “All the dust is sucked through the tool, helping the

“It’s important for owners to think about how quickly shop technology is advancing,” Loesch says.

“Repairs are becoming more complex.

Technician training is more important and expensive—and with a shortage of skilled labor—it’s more crucial than ever for shops to keep technicians. This system is a great way to do that. If owners aren’t thinking about retention, they’ll lose their workforce. Most technicians would prefer not to be sweeping up dust all day.”

It’s estimated that by 2026, the skilled labor shortage will top 50,000. A tool that promotes profitability and time efficiency is an incentive to keep talented technicians where they belong— in the shop doing good work. If you want to stand out from your competition, a clean, safe and efficient solution like the Total Automotive Sanding System is a great place to start.

The Total Automotive Sanding system includes a comprehensive warranty and repair package, including Warranty All-Inclusive with a three-year warranty, 48-hour standard repair, 10-year parts availability and a 30-day moneyback guarantee.

“Shops have faith that we’re there for them and that we’ll deliver,” Loesch says, “and this tool does exactly that. It will boost revenue, increase health and safety conditions and enable technicians to work swiftly and confidently.”

For maximum profitability, less cleaning and improved health and safety precautions, trust 3M and the Total Automotive Sanding System.

To learn more, check out bit.ly/3M_Sanding.

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PAINT FINISHING

UNDERSTAND THE SIMPLE PROCESS:

THE MOST EFFICIENT PAINTFINISHING SYSTEM ON THE MARKET 8000-GRADE 3M™ TRIZACT™ HOOKIT™ FOAM ABRASIVE DISCS ELIMINATE COMPOUNDING AND MAKE DETAILING EASIER THAN EVER For decades, 3M has led the automotive industry with some of the finest and hardest-working paint and refinish products in the market.

Today, the 3M™ Perfect-It™ 1-Step Paint Finishing System—featuring the all-new 8000-grade 3M™ Trizact™ Hookit™ Foam Abrasive Disc, 3M™ Perfect-It™ 1-Step Finishing Material and a family of polishing pads—are here to move the refinish industry forward once more.

The eight-thousand-grade abrasives are the industry’s finest, eclipsing the previous finest grade abrasive, 5000-grade Trizact™ foam discs. The combination of the Trizact™ 8000 grade abrasive foam disc, the new 1-Step Finishing Material, and the matched pads deliver deeper, glossier finishes with no swirl and less clean-up. Using Trizact™ abrasives for paint finishing can reduce overall polishing time by 75 percent while providing consistent paint finish results.

UPGRADE YOUR SHOP FOR MAXIMUM REFINISH EFFICIENCY The 3M™ Trizact™ 8000 disc uses uniformlysized abrasive structures that provide regular patterns and consistent scratches for refining the smallest of imperfections. The disc is 16

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so effective that it eliminates the need for compound, reduces polishing time and yields a cleaner job. With this system, shops can expect reduced rework and comebacks caused by swirls and sand scratches. The new 3M™ Perfect-It™ 1-Step Finishing Material is water-based with an advanced formula and mineral for easy cutting and polishing—all in one step.

“We engineered a product that lives between traditional compounds and polishes,” says Marcus Schneider, Senior Application Engineer at 3M. “The finishing material is not as aggressive as a compound nor as fine as a polish.”

Schneider has been working at 3M for almost a decade. In that time, he’s worked on everything from dental composite crowns to industrial adhesives involving complex resins from sea to sky, fishing poles to aircraft.

“It’s an amazing product,” he says, “and the extremely fine grade gives a beautiful finish. Getting the scratches out of the clearcoat is difficult, and the Trizact 8000 disc makes that job easier. The 3M™ 1-Step Paint Finishing System is specifically designed for collision and body shops.”

First, remove dirt nibs, dust and level excess surface texture using a 3M™ Purple Finishing Film Hookit™ Disc (P1500 or P2000).

Next, refine the remaining scratches using the 3000-grade 3M™ Trizact™ Hookit Foam Disc. Further refine the scratch (and skip compounding) using the Trizact™ 8000 Foam Disc. Finally, to remove the final sand scratches and achieve a high polish and shine, use the 1-Step Finishing Material and the matching foam finishing pads, working an area no larger than 2-feet x 2-feet at a time.

Finish with a 3M detail cloth.

DECREASE CYCLE TIME AND BOOST EFFICIENCY Together, Trizact technology and the 1-Step Finishing System can deliver: • Cleaner Jobs: No compounding equals less cleanup, as well as the opportunity to use foam instead of wool pads for less swirls.

• Faster Buffing: Eliminate time spent chasing inconsistent sand scratches such as pigtails and other hard-to-seebut-impossible-to-miss imperfections that diminish shop productivity.

• Better Finish: Customers only remember how the car leaves the shop—impress them with the results of 3M™ Trizact™ 8000 and the 3M™ Perfect-It™ 1-Step Paint Finishing System.

Together, the whole of the products is greater than the sum of their parts.

Schneider and 3M understand that these products don’t exist in a vacuum—together, they can cut polishing time by 75 percent and potentially increase shop revenue.

“They’re really easy to use. You know what you’re getting and it’s repeatable on the shop floor. It’s a true 1-step polishing system using one liquid and one pad.

You’re not using a compound.”

“If you never put swirl in, you never have to get it out,” Schneider says with a smile.

Learn how to increase productivity on the shop floor by visiting go.3M.com/trizact.

Say goodbye to compounding.

Introducing the 3M™ Perfect-It™ 1-Step Paint Finishing System This revolutionary system is the first of its kind in paint finishing repair. Ditch the compound – the sling, the mess, the swirls – while still getting a perfect finish. Featuring 3M™ Trizact™ Abrasives in an ultra micro-fine 8000 grade, it produces a unique conformed scratch pattern so fine that it easily achieves the same results as compounding. But without the compound. Which means cleaner, easier and more efficient results. Complete the finish with our specially formulated 3M™ Perfect-It™ 1-Step Finishing Material and Foam Finishing Pad, which together deliver the cut of compounding with the fine finish of polishing.

No more compound

Cleaner jobs

Deeper, glossier finishes

Reduced rework and comebacks

Eliminates the longest, most painful step in the paint finishing process.

Achieve an outstanding gloss with a oneof-a-kind abrasive, finishing material and pad system.

Less buffing work

Cut down on time wrestling with that heavy buffer.

Copyright 2019 by 3M. All rights reserved. 3M, Trizact and Perfect-It are trademarks of 3M company.

Makes less mess with no compound sling, wool fibers or lint.

No need to buff out compound swirl marks or risk burn through.

Designed for ease

From the newbie to the master technician, this system is quick to learn and even quicker to use.

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D O L LY S Y S T E M

A DOLLY SYSTEM THAT WON’T QUIT DJS FABRICATIONS’ DOLLY SYSTEMS ARE THE TOP TIER FOR THREE SHOP OWNERS Bringing a wheel-less vehicle into the shop is difficult without the right dolly system. Due to a vehicle’s weight, moving even the exteriorshell of a vehicle without proper tools can scuff shop floors or even damage concrete outside of the shop.

In an effort to avoid property damage for shops, DJS Fabrications offers the Universal Dolly, a product that provides shop owners with a safe, durable and mobile unit. The Universal Dolly is accompanied by the Mobile Dolly station, which is the rack that holds the dollies, offering a wheel transportation system that works in every situation.

When a customer purchases the product, not only are they investing in a mobile device that can hold up to 4,000 pounds, but they additionally receive both a rocker and a hub adapter that can attach to undriveable vehicles, as well.

Three collision shop owners discuss their experiences using DJS Fabrications Dolly Systems and how the mobilizational tool has become an everyday necessity in the shop.

DURABLE Purchasing a dolly system should not be a regular occurrence at your shop. When bringing in a new product to utilize on your shop floors, the new tool should be reliable and be able to withstand potential damage.

For Scott Hillery, owner of Auto Park Collision in California, buying a product only to have it fail became an occurrence in his shop.

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“That’s really the thing: our industry is selling this stuff all of the time,” Hillery says. “We buy [a dolly system] with high hopes and quite often it ends up in the corner.”

Hillery was referred to DJS when the shop was in the market for a mobile parts cart. After bringing the mobile dolly system into the shop, he was impressed.

“It was just so much better than what was out there,” Hillery says. “The wheels could go over the rough surfaces, they were durable, wellmade, and the service is right there.

“The stuff that I have is being used every day; it’s always going to work and that’s what keeps me loyal.”

Much like Hillery, the strength of the dolly systems stood out to John Speckmann of AutoNation.

Speckmann says other dollies often can’t handle the weight of a structure and are difficult to move to a specific area in the shop.

According to Speckmann, DJS’ Dolly Systems can comfortably fit in areas that are confined with space.

“You can beat on this equipment and it stays solid,” Speckmann says. “They’re well structured, well built, and not like any other company that uses substandard steel.”

UNIVERSAL Being able to utilize a product for more than one purpose can help save on cost, as well as free up space on your shop floor. DJS Fabrications customers have found that the mobile unit can

safely maneuver more than just the frame of a car from one space to another.

David Miller, owner of US Automotive Restoration, was working alongside DJS Fabrications on a television project when his business decided to purchase a dolly system made by the company.

“We were so blown away that we immediately bought more,” Miller says.

According to Miller, the dolly systems have been utilized for more than one purpose in his business.

“The dollies are so good because they have different mounts, so if your car doesn’t have wheels and tires, they’ve got a cradle that you can grab the front rail and mount that,” Miller says.

The success and mobility of the Dolly System has increased the efficiency of not only moving a vehicle, but also effectively moving large parts around the shop, Miller says.

“We decided to take it a step further,” Miller says. “What we used to do is buy dummy wheels and tires, do the metal body paint and at the end we’d put the high-dollar tires on.

“Now we’re building the car, putting it on the suspension and using the wheel stead mounts to just mount the car without wheels and tires, saving the money from the dummy wheels and tires, and rolling the car for the whole process.”

ACCESSIBLE It’s important to invest in a product that is made by a company that supports their customer base. DJS Fabrications’ strong customer assistance has offered customers assistance on the fly and continues to maintain its reliable reputation among those who use their product.

Hillery found DJS when his shop was looking for a parts rack, he says, and to his surprise, the company was local.

“We struck up a relationship and we were new, and he was fairly new and we were just two guys trying to make it work and it clicked,” Hillery says. “They would deliver the product down to us and that’s how it started with them.”

For Speckmann, the company’s commitment to assisting customers has been remarkable.

“In my world, being in the business for 30 years—a lot of it comes down to customer service and commitment [to the customer],” Speckmann says. “I’ve followed them for years.”

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MEASURING EQUIPMENT

PREPARED FROM THE START

MEASURING WITH CAR-O-LINER’S POINTX MEASURING SYSTEM WILL EQUIP SHOPS FOR A SUCCESSFUL REPAIR In the auto body world, small mishaps can create large-scale problems if a repair isn’t done correctly the first time. That’s why preparation beforehand and completing a proper blueprint is essential. There are components that can help make a repair successful, such as selecting the right measuring tool for the repair.

One of the most popular devices used is the PointX Diagnostic Measuring System, a handheld measuring tool made out of lightweight, carbon fiber. With the ability to check frame measuring points, utilizing Bluetooth communication, as well as the Car-O-Liner Vision2 PointX Software for diagnostics and blueprinting, the product is able to provide estimators and technicians with quick and accurate diagnostic measurements.

IMPORTANCE OF MEASURING As vehicle dimensions have become less forgiving, it’s more important than ever to validate the proper repair process and exercise precision during the repair.

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Accurate measuring and the ability to verify is going to be a benefit in assessing and reassembling the vehicle.

Utilizing the PointX for pre-measuring, along with the Car-O-Tronic Vision2 measuring system and Bench system, your repair process can be accurate, efficient and OEM approved, according to Car-O-Liner. Together, the two systems provide the highest quality diagnosis of blueprinting and measuring for accurate repair, delivering the results customers expect.

There are additional anchoring benefits, providing the flexibility to position the pulling tower wherever it’s needed. It also supports other products Car-O-Liner offers and changes the appearance and work flow of the shop.

THOROUGH TRAINING When a customer invests in the PointX product, they have the opportunity to utilize training methods that are made available by Car-OLiner. The first phase includes the initial training, which is provided following the shop’s investment in the product.

Once technicians become familiar with the product, Car-O-Liner offers more advanced training.

AN ACCESSIBLE OFFERING

CONTINUAL RESOURCES

The product provides additional space for technicians when they work on a repair. When Car-O-Liner’s measuring system is brought into a shop, technicians will feel comfortable when using the product.

Technicians are able to stand next to the vehicle during structural repair. The vehicle can be raised up and still be accessible, while offering a higher efficiency and comfort when standing.

Car-O-Liner’s drive to assist customers and ensure that all questions are answered does not simply halt once training is over. Ongoing customer support is part of what makes the company stand out among others.

Additionally, Car-O-Liner has a robust system of resources and a strong network of distributors across the U.S. and Canada who are always available along with an experienced corporate staff.

MEASURE FROM BEGINNING

TO END

Contact Us at CAR-O-LINER-US.COM for More Information About Training.

VISIT US AT BOOTH #10809 www.car-o-liner-us.com • 1-800-521-9696

November 5 - November 8 U LT I M A T E C O L L I S I O N R E P A I R S H O P

21

FRAME EQUIPMENT

THE ESSENTIAL FRAME EQUIPMENT QUESTIONS TO ASK DON’T GET STUCK WITH THE WRONG EQUIPMENT— ASK YOURSELF THESE ESSENTIAL QUESTIONS BEFORE INVESTING Frame equipment is a building block of a successful body shop. It’s a great way to improve efficiency in shop processes and can also play a big part in reducing workplace injuries, which increases technician productivity. Below are some essential questions that should be asked prior to making an investment.

Measuring and frame equipment will often go hand in hand when it comes to OEM approval. For example, an OEM that approves Car-OLiner measuring systems may also approve the frame equipment.

HOW MANY OEM CERTIFICATIONS OR APPROVALS DOES THIS FRAME EQUIPMENT MEET?

When deciding what type of anchoring system to purchase, consideration should be given to both a universal system or dedicated jig fixtures. Dedicated jig fixtures may sound ideal, but depending on other repairs not requiring such a system, may not be as efficient as a universal fixture system for all work and because of that, may require purchasing multiple systems.

A vehicle-specific system will be approved by a particular OEM, however, OEMs have different requirements, which would also mean purchasing multiple systems.

OEMs have requirements for frame equipment and before making any purchases, an evaluation of the OEM requirements will facilitate the best purchase decision.

• What are the OEM specifications to meet certification or approval?

• How many OEMs recognize the unit in a similar configuration?

• Will the unit conform to multiple OEM requirements with minimal or no reconfiguration?

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SHOULD I PURCHASE DEDICATED FIXTURES OR UNIVERSAL ANCHORING?

Another consideration is whether your shop needs an anchoring system for a truck, SUV or full-frame. If your shop repairs many full-frame vehicles, you will need to ensure a solid vise-like solution to perform these repairs in a safe and efficient manner.

Finally, purchasing dedicated jig fixtures may require fixture rentals. It is beneficial to investigate whether or not they are available for rental and if so, how quickly they can be provided. If the delay is too long, it can cause bottlenecks.

Car-O-Liner offers a universal EVO system in three main configurations: basic, extended, and holding and fixturing. Each configuration is approved by multiple OEMs and features a universal fit, reducing the upfront investment with maximum capabilities.

HOW IMPORTANT IS THE MEASURING SYSTEM? At Car-O-Liner, the measuring system provides the total solution along with the frame bench and anchoring. The measuring system guides users through the repair process and performs automatic centering, measuring and documentation. By offering it as part of the total solution when used with the frame bench and anchoring, the repair process will speed up and quality will increase. Because documentation and high quality repairs are important, a total solution is ideal.

WILL THE EQUIPMENT MEET THE SPACE REQUIREMENTS? When purchasing frame equipment, it is important to keep in mind the layout of the shop. For example, Car-O-Liner frame equipment will take up a bay, but others will take up a bay and a half. In addition, consider whether or not a bay can be dedicated to a bench or if that space is needed to serve multiple purposes. Car-O-Liner offers a flush mount system that allows the equipment to be lowered down into a pit. That way, the bay can be used for multiple purposes with efficient, effective use of floor space.

BenchRack EFFICIENCY AT ITS BEST!

™

Visit CAR-O-LINER-US.COM to Learn More & Request a Demo.

VISIT US AT BOOTH #10809 www.car-o-liner-us.com • 1-800-521-9696

November 5 - November 8 U LT I M A T E C O L L I S I O N R E P A I R S H O P

23

WELDING EQUIPMENT

CONSIDER: CURRENT OPERATING CAPACITY

WHICH WELDER WORKS FOR YOU?

BEFORE INVESTING IN A WELDER, THERE ARE SPECIFIC QUESTIONS THAT SHOULD BE ASKED

Coppes says that shops should constantly ask themselves, “Do we have enough welders for the number of techs that need to use one throughout the day?”

For example, if a shop has six body techs, one welder will most likely not serve the needs of all of those techs. Shops should evaluate how many structural, panel and other types of welds their current welder is doing and how many technicians need to use it throughout the day.

Coppes says that if you have a number of similar repairs coming into your shop and only three technicians, you may be able to get by with one welder. However, if more techs need to use that welder, it may be beneficial to invest in another.

A quick way to determine if you need a welder is to observe what’s going on in the shop.

Coppes says if there’s a technician constantly waiting around for equipment, the time to invest is now. Although the initial investment may seem steep, another welder can increase shop productivity and yield a quick ROI.

CONSIDER: SUPPORT “The evolution of engineering and manufacturing go hand in hand with the types of materials that will be used and the way that vehicles will be constructed in the future,” says Jeff Coppes, service and technical support welding systems, at Car-O-Liner. “Shops need to ask what the future will look like and how it will influence the equipment purchased to ensure the best return on investment.”

A welder is an essential piece of equipment in any body shop and for many, one is not enough. The investment is expensive but essential. Coppes shares his tips for making the best decision when purchasing a welder and the essential questions that a shop should be asking before they make the investment.

CONSIDER: OEM CERTIFICATIONS One of the most important pieces of information that a shop should gather before purchasing 24

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a welder is whether or not it’s OEM approved for the type of work they want to do. Shops need to look at their certifications and the type of vehicles coming in the door and can then begin narrowing down the options based on that information.

Coppes points out that OEMs vary in their requirements. Some will require a specific piece of equipment and a shop with that certification needs to purchase that exact welder, while others will have a set of criteria that the welder has to meet. For example, Honda sets specifications, whereas VW and Audi will state a specific manufacturer and model of the welder.

“When making the decision, I would advise a shop owner to make a list of their OEM certifications and then find out how many of those match up to the welder that they’re thinking about purchasing,” Coppes says.

Coppes says that once you’ve looked at the need in your shop and made sure that the welder you want to purchase meets the OEM requirements that you’re looking for, it’s important to learn more about the company and find out what kind of support they provide after the sale.

“Is the warranty at least 24 months? You’ll want to make sure it’s a two year or longer warranty for a welder because it lives in a harsh environment and it will be used every single day,” Coppes says.

In addition, Coppes suggests getting to know your local distributor and asking about upgrades and other questions you may have down the line.

Car-O-Liner provides a full 24-month warranty and continued service and support in the field. The company has a full service staff to serve and support its customers.

INNOVATIVE

WELDING

SOLUTIONS

Visit CAR-O-LINER-US.COM to Learn More & Request a Demo.

VISIT US AT BOOTH #10809 www.car-o-liner-us.com • 1-800-521-9696

November 5 - November 8 U LT I M A T E C O L L I S I O N R E P A I R S H O P

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PLASTIC WELDING EQUIPMENT

REPAIR MORE AND SCRAP LESS WITH NITROGEN WELDING THE NITRO-FUZER NITROGEN WELDING SYSTEM FROM POLYVANCE WILL TRANSFORM YOUR SHOP Advanced driver-assistance systems (ADAS) is one of the hottest topics in collision repair today, and is responsible for reducing the number of collisions (down 2.6% in 2018 according to CCC Information Services) and for creating confusion about plastic bumper repair.

In June 2018, GM released a position statement saying that, “any bumper/fascia equipped with ADAS that requires substrate repair must be replaced.” This blanket prohibition on repair—regardless of the location of the damage relative to the sensor—is more restrictive than similar position statements from other OEMs, which do allow some repair outside of a certain radius of the ADAS sensors.

Because ADAS is a new technology and because of these conflicting position statements by the manufacturers, it’s no surprise that shops have different opinions about plastic repair in 26

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general. Many technicians and shops that have a natural aversion to plastic repair are using this confusion as a reason to say, “We can’t repair bumper covers anymore.” But bumpers are not the only structures on a vehicle that are made of plastic, so even if a shop decides to never repair another bumper cover, there are still dozens of commonly damaged plastic components that can be easily repaired with a Polyvance NitroFuzer nitrogen plastic welder.

Polyvance only recommends repair to nonstructural plastic components—items that would not affect any of the vehicle’s crash energy management or safety systems. Examples of non-structural items include headlight mounting tabs, windshield washer bottles, radiator overflow bottles, radiator supports, inner fender liners, underbody fairings, air boxes, fuse boxes, rocker panel moldings, fender flares and plastic

trim. Because of the increasing cost of modern headlights, headlight tabs offer the biggest opportunity for repair cost reduction.

Jason Ross of Colorwheels Northwest (Hillsboro, Ore.) cannot say enough about the benefits of plastic repair.

“I’ve staked my reputation on it,” Ross says.

“I’ll have it until the shop shuts down; the system is constructed well, it looks nice, it has a great cart, comes with a nice cover and everything is labeled. The system is well-constructed and well-built.”

Ross is now handling more plastic repair business than he ever thought possible, finding work on bumpers and other non-structural components he previously had to turn down or charge more to handle.

“You can save bumpers that would previously have been thrown away. It saves the insurance company. It saves the shop. It saves everyone. You have all this plastic floating around versus repairing and painting it.”

Ross has been in the collision repair business for over 20 years and believes the nitrogen welder from Polyvance is the future.

“It’s changed our game,” he says, “because we’ve been able to do repairs that in the past we had to scrap, purchase anew, and charge the client. The Nitro-Fuzer is beyond belief. If you’re working with plastics, even on a medium level, it’s a good investment. Used car reconditioning with dealerships is our main focus; we may charge an hour minimum for the repair itself but can do it much more quickly.

That’s easy money and money saved, and the insurance companies are willing to pay it. It’s an invaluable piece of equipment.”

Today, Ross enjoys a more robust business and loyal clients who know he can save their car from being totaled.

“It’s phenomenal,” he says, “it’s simply phenomenal.”

Check out bit.ly/PolyvanceWelding to learn more.

Polyvance’s latest nitrogen plastic welder lineup: 800.633.3047 polyvance.com Ask your jobber or equipment distributor for more information about Polyvance nitrogen plastic welders, or call Polyvance at 800-633-3047 or visit polyvance.com

From the industry’s leader in nitrogen plastic welding, Polyvance is proud introduce the generation of welders, the 8000 Since thetointroduction of newest Polyvance’s first nitrogen plastic series.in The 8000Polyvance series incorporates user-friendly features welder 2006, has beenall thethe collision industry’s leader nitrogenover plastic innovation.

The new we’ve of developed thewelding years since we introduced the collision Polyvance 8000 first series welders incorporate repair industry’s nitrogen welder in 2006.the same userfriendly features previous versions plus,new newtechnology patentThe new weldersfrom incorporate patent-pending pending totomake easier created technology

by Polyvance makethe thewelder welders easiertotouse useand and maintain.

maintain. The exclusive analog flow gauge makes it easy to set the The 8000 series welders incorporate exclusive flownew of hot nitrogen gas, allowing the user toanadjust to thin or thick analog flow and precision flow valve(s) for making plastics.

Thegauge low-pressure cutoff switch automatically protects the easy adjustments to the volume airflow or nitrogen heating element from burning out ifofthe drops tooallowing low. And now the user to weldwelders plasticsfeature of all thicknesses.

The low all 8000-series a removable hose and pressure wiring cutoff switch automatically heating element from assembly, making it easy toprotects replace the the hose or handle if they premature failure should the pressure drop too low. Replacing get damaged. All of these features and more make Polyvance’s a damaged hose or handle only takes a few seconds with the nitrogen plastic welders the industry’s most fully featured and versatile.

new quick-disconnect hose and wiring assembly.

These features and more, make Polyvance welders the industry’s most versatile, fully-featured, and cost-effective nitrogen plastic welders on the market.

PART NUMBER

8002

8003

8202

8203

Control System

analog

analog

digital

digital

Gas Input

dual

single

dual

single

Nitrogen Generator

No

Yes

No

Yes

Fully Assembled

No

No

Yes

Yes

MSRP

$1,995

$4,395

$2,695

$4,895

Ask your jobber or equipment distributor for more information on Polyvance nitrogen plastic welders, or call Polyvance at 800-633-3047.

PA I N T C OAT I NG S

ADVANCED COLOR TOOLS FOR MIXING ROOM EFFICIENCY The world’s most comprehensive color database of more than 3.5 million prime and variant formulas aligns with an array of advanced PPG color tools to make finding the right color match fast and efficient using the Envirobase High Performance system.

PPG’s PAINTMANAGER XI software program delivers accurate color formula retrieval and mixing while also providing managers with full operational reporting and tracking features.

A chromatically arranged color variant deck features large chips covering the entire OEM spectrum, with thousands of prime and variant colors for both domestic and import vehicles. For improved accuracy, chips are sprayed with actual Envirobase High Performance paint. An optional variant deck is also available for wheel and trim colors.

The TOUCHMIX XI all-in-one mixing room computer offers easy, touchscreen navigation via a glove-ready screen. It works seamlessly with PPG’s PaintManager XI retrieval software to minimize waste by enabling more accurate mixes and adjusting for over pours on the fly.

PPG’s RAPIDMATCH XI spectrophotometer revolutionizes color matching with the ability to match difficult colors by measuring more angles than any other device in the industry. Using an advanced camera that captures 11 color angles and five texture images, this innovative device reads the actual color of a vehicle, and connects with PPG’s extensive formula database to find the most accurate color match.

PPG color support doesn’t end with these advanced tools. There are also helpful assists such as advanced color adjustment training, a tint guide poster, production color books and the online COLORMOBILE application, giving technicians the ability to access color information anywhere they have access to the internet.

Given all these features for color matching excellence and process efficiency, it’s no wonder PPG’s Envirobase High Performance system has become North America’s best-selling waterborne basecoat. Visit envirobase.com to learn more and find a distributor near you. ®

THE IDEAL PAINT SYSTEM FOR HIGH PRODUCTION EFFICIENCY From unbeatable color matching accuracy and easy application to fast cycle time performance, the ENVIROBASE High Performance system delivers all the essentials for achieving exceptional refinish process efficiency.

Waterborne basecoat technology was originally considered an environmental solution to meet stricter VOC regulations. But as a real testament to its high-performance capability, today there are more shops using the Envirobase High Performance system in National Rule regions than in all compliance-regulated areas within the United States and Canada combined. It’s simply a better system for your business. ®

SUPERIOR COLOR-MATCHING FOR SOPHISTICATED COLORS This true latex waterborne basecoat incorporates all the latest vibrant toners to match the highly chromatic, translucent colors offered on today’s vehicles. Key to its color-matching prowess is an OEM-like, spectral gray (SG) undercoat system. As in the factory process, a SG undercoat contributes to the final basecoat color. Technicians can choose from a complete range of five shades of spectral grays to match today’s emerging OEM colors.

FAST, EASY BASECOAT APPLICATION Paint technicians find this waterborne basecoat 28

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easy to learn and apply. Color match is typically achieved in two to three coats with a final control coat applied at lower pressure to orient the metallic flakes and duplicate the crisp appearance of the original finish. To further enhance production efficiency, this waterborne basecoat features: • Superior metallic control • Minimal basecoat flash times • Easier, tighter blending • Excellent repairability • Easy denibbing

A TOTAL INTEGRATED SYSTEM The Envirobase High Performance system is engineered as a totally integrated system— with a complete set of primers and clears developed specifically to work with the waterborne basecoat.

Incorporating breakthrough, proprietary resin technology, PPG’s EN-V line of three premium clearcoats raises the industry bar for production-oriented clearcoats, offering versatile options for repair size and booth conditions: • Exceptional throughput and appearance— from spot repairs to overalls in cool, warm and hot, humid conditions • Fast-bake cycles as little as 20 minutes at reduced booth temperatures • Sharing one common hardener and a choice of four temperature-specific reducers ®

®

®

®

NOTHING MATCHES TODAY’S COLORS BETTER Lexus Structural Blue. Inspired by the iridescent beauty of the Blue Morpho butterfly.

Matching any color is easier when you’re spraying with the best.

Learn more at envirobase.com

©2019 PPG Industries, Inc. All rights reserved. The PPG Logo and Envirobase are registered trademarks U Lof T IPPG M AIndustries T E C O LOhio, L I SInc. ION REPAIR SHOP

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A I R F I LT R AT I O N & A I R L I N ES

WORK WITH CONFIDENCE IN THE PAINT SHOP CLEAN BREATHING SOLUTIONS FROM SATA/DANAM CO. ENSURE THE SAFEST ENVIRONMENT FOR SOLVENT- AND WATERBORNE SYSTEMS Dan-Am believes it is fortunate enough to represent the absolute best compressed air filtration in the industry. SATA air filtration started in 1931 and continues today with some of the highest standards in air quality, offering two different filtration series in the US market: the SATA 200 and 400. The quality of filtration is the same, and the only difference is the amount of CFM that flows through the unit. The SATA 200 series filters allow for 72 CFM at 90 PSI, while the SATA 400 series filters allow for 129.9 CFM at 90 PSI. A helpful calculation when determining what series filter unit should go in a shop is: • 9-15 CFM of air consumed, per tech spray gun • 6-15 CFM of air consumed, per tech fresh air hood For the sake of calculation and assuming highest demand, one can assume up to 30 CFM per technician, yielding: • SATA 200 Series Filter Unit – can support up to two painters at the same time 30

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• SATA 400 Series Filter Unit – can support up to four painters at the same time The large volume of CFM that the SATA filter units flow allows for more technicians to perform per filtration unit versus most of the competitive filtration brands. In many cases, SATA provides over double the amount of air volume.

THREE-STAGE FILTRATION FROM SATA The first filter stage removes water and oil by spinning the air through a cyclone tube and starts removing particulates by filtering the air through a sintered bronze cartridge. The first filter stage captures contamination down to 5 microns in size.

An added feature to the filter canister is an automatic float valve drain; once a certain amount of water, oil and debris are captured in the first canister, a float raises, allowing the contamination to purge from the system without depressurizing, allowing for an uninterrupted workflow due to a clogged filter unit.

SATA’s first filter unit has almost zero maintenance cost. Every six months, simply wash the plastic cyclone tube with soap and water to remove any oil or debris. The sintered bronze cartridge should be rinsed with solvent and blown off from the inside out. For stubborn debris, use a soft nylon brush to scrub the cartridge. Blow those pieces dry, reassemble the unit and you’re back in business for six months.

The second filter stage houses a fine media filter cartridge that filters the air down to 0.01 microns. Once the air passes through the second filter stage, it is what we would consider 99.9 percent clean air (the fine media filter is 10 times finer than most other filters). The second stage cartridge should be replaced every six months to ensure air quality.

After leaving the second filter stage, water and oil particulates have been removed while dust and debris contamination has been filtered down to .01 microns.

The third filter stage ensures clean breathing from compressed air lines. To safely breathe air from the compressed air line and meet the requirements of Grade D air quality level, hydrocarbons, oil vapor, odor and taste need to be removed. The third filter stage houses the activated carbon filter unit. As the air passes through the activated carbon filter, any remaining contaminants are essentially absorbed, cleaning the air to achieve Grade D air quality level. The air that passes through all three stages of filtration is now considered 100 percent clean, breathable air. The third filter stage needs to be maintained and the cartridge replaced every three months to ensure air quality.

Two-stage filters are ideal for a shop trying to deliver clean, dry air to a paint shop with a solvent-borne paint system. Three-stage filters are more robust and ideal for a shop that needs clean, dry air in a waterborne paint environment and that also requires Grade D air for breathing.

SATA makes a conscious decision not to use desiccant to dry the air, due to the potential health effects of silica dust.

Protect your technicians and provide the peace of mind that clean air and efficient systems provide with two- and three-stage air filtration systems from SATA/Dan-Am Co.

SATAÂŽ Air Filtration Clean air for perfect results Every bodyshop requires compressed air for many different applications, such as for painting, operation of supplied-air respirator systems, paint pressure tanks, material pumps, blow guns or cleaning devices. According to the field of application, there are different requirements concerning air purification: In any case, SATA offers the appropriate solution.

For additional information, visit:

www.sata.com/filter

Booth # 10609 North Hall

The exclusive independent distributor of SATA products in the US and Puerto Rico

800-533-8016 email: satajet@satausa.com

www.satausa.com SATA, SATAjet and/or other SATA products referenced herein are either registered trademarks or trademarks of SATA GmbH & Co. KG in the U.S. and/or other countries.

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PAINT CUPS

and, when the job is complete, storage, and each case of SATA RPS includes the cups, strainers of your choice and lids.

RPS CUP BENEFITS

MIXING, PAINTING AND STORAGE— ALL IN ONE

SATA’S RPS CUPS IMPROVE COLOR MATCHING AND BOOST PRODUCTIVITY When it comes to quality paint finishes, SATA sets the standard for the industry. The refined, retooled and revitalized SATA painting system does just that, starting with the SATA RPS multipurpose cups.

The SATA RPS cups have a unique venting system that plays into the efficiency of the overall SATA system. The vents allow for an even flow rate through the cup—so, whether the cup is entirely full, half full, or just has a couple ounces in it, the flow rate will stay the same.

“It guarantees an even color match and film build throughout the paint job,” says SATA DanAm Co. Director of Sales and Marketing Tony Larimer. “What that means for a shop is that, if a painter is mixing material, he might only need two ounces. He can mix just what he needs, get the same results and you don’t have the extra material that will go to waste.”

The cups can be used for mixing, spraying 32

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• Bendable: The RPS cups also have the builtin flexibility of the cup lid “neck” which allows painters to tilt the cups forward or side to side to spray at many different angles. This flexibility assists in making the RPS a great solution for more difficult paint jobs (excluding the 0.3 L minijet version).

• Clean: When the paint job is finished, squeeze the RPS cup and close the vent cap to create an inner-cup vacuum. Now turn the spray gun upside down and pull the trigger to empty the material passage, ensuring easy gun cleaning and a tidy workplace.

• Safe: Due to the robust threaded connection between the cup and the lid, there’s no chance of the cup detaching and zero chance to spill paint.

• Refillable: The cups can easily be refilled. The paint strainer can be exchanged with a spare strainer any time.

SATA also has a version of the SATA RPS cups for UV coatings. The cup, lid and vent caps are completely black, prohibiting light from causing the product to react in the cup.

Another great benefit to using SATA RPS multipurpose cups is they contribute to the SATA Loyalty Program. SATA rewards loyal customers of certain products (currently all RPS cup systems) with loyalty coins, which can then be converted into attractive rewards.

Buyers of premium products or employees of buying companies who have received permission from his/her employer are allowed to participate in the loyalty rewards program in accordance with the conditions of participation.

To begin earning rewards, download the SATA Loyalty Program app and fill out the user information. Each RPS box has a QR code with the relevant coin value on the inside of the box lid. Points are collected by scanning the QR code applied to certain eligible products. Collect the coins and save up for the reward you desire.

Matt Pangborn CARSTAR Northeast Collision, Blasdell, NY

“THE SATAJET 5000 WSB HAS MADE MY JOB COMPLETELY EFFORTLESS.” You get so used to using one style of system that you really don’t realize there are other options out there. One day my order didn’t come and I was out of my usual lids and liners, so I grabbed the RPS sample cups that came with my SATA base and clear guns. After completing the job I noticed a couple things: First, my gun seemed to spray the base and clear smoother and more consistently, especially towards the end of the job. Second, I noticed that I had paint left in my cup after I was done spraying—normally that doesn’t happen.

I decided to continue using all my RPS demo cups and finally ordered three boxes of RPS cups. I demo’ed the RPS system for two months, tracked my usage, and learned I was saving an average of 2-6 ounces of base per job. Two months in a row I achieved the highest paint gross profit I ever have. My jobs look better, are extremely clean, and I’m using much less material. Also, because it’s a vented cup, I eliminated the need to pre-strain my base, saving even more money.

An unexpected benefit of the system when used in conjunction with my SATA spray guns is the ease of cleanup. My results convinced me that the RPS system is the best multipurpose cup system out there—period.

* applies to all SATA RPS standard cups, however not to SATAminijet 3000 and older series.

SATA®RPS™

#01

BENDABLE The *SATA RPS cup can be safely tilted by up to 45° forward, right and left for easy access to almost any painting situation.

#03

#02 CLEAN

The cup can be easily, cleanly and safely separated from the spray gun without making a mess!

#04

SAFE

REFILLABLE

Firm connection between lid and cup (thread). No accidental detaching of cup from lid.

Booth #10609 North Hall

The cups can be easily be refilled. The paint strainer can be exchanged for a spare strainer at any time.

For more information, please watch our product video at www.sata.com/rps

The exclusive independent distributor of SATA products in the US and Puerto Rico

Call Today! 800-533-8016 email: satajet@satausa.com

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S P R AY G U N

ACHIEVE SUPERIOR COVERAGE WITH THE SATAJET X 5500 THE SATA X-NOZZLES TAKE ATOMIZATION TO A WHOLE NEW LEVEL

With the new SATAjet X 5500, the German premium manufacturer SATA complements its product portfolio with an innovative highperformance spray gun defining a whole new application standard for the future based on the new X-nozzle system.

WHY A NEW NOZZLE TECHNOLOGY SYSTEM? Our industry has seen many changes in recent years. Complementing the introduction of waterborne paints, primers, clearcoats and other paint materials have also been adapted to comply with legislation. As a result, a wide range of paint system technologies with different viscosities as well as new paint application methods have been and are still being developed.

Depending on the recommendation of the paint manufacturer and on the properties of the paint material, painters could choose whether they wanted to use the HVLP or the RP technology.

The spray pattern characteristics (fan size and width) and the available material quantity (material flow rate) varied with the nozzle size, effectively resulting in a smaller fan size and width (1.0 nozzle size in comparison to a 1.3 nozzle set, for instance).

We have also witnessed the emergence of many different nozzle variations or specialty nozzle sets in order to accommodate varying climatic conditions as well as different application techniques.

of the respective technology (HVLP/RP), the material flow rate also increases in constant increments, meaning that the spray fan size and width remain unchanged across the entire nozzle spectrum.

“O”-nozzles have an oval-shaped spray fan pattern with a larger dry zone and a wet core to accommodate increased application speed at the expense of slightly less application control during the painting process. The film build per coat in comparison to an “I”nozzle of the same size is slightly higher.

“I”-nozzles instead feature a parallel spray fan pattern with a minimal dry zone and a dryer center, which is ideal for painters who prefer a reduced application speed and maximized application control during the painting process. The film build per coat is slightly reduced in comparison to an “O”-nozzle of the same size.

WHAT ARE THE ADVANTAGES OF THE X-NOZZLE SYSTEM?

WHAT DIFFERENCE DOES THE X-NOZZLE SYSTEM MAKE?

Depending on the properties of the paint system, the climatic conditions and application technique, each painter can now select a spray gun with the suitable nozzle set for their individual needs. Due to the newly designed fluid tip and air cap, the air distribution insert is no longer required, which considerably reduces paint waste and makes cleaning easier. SATA has also reduced the noise level during application with the Whispering nozzle™, giving painters the feeling of a much softer and more comfortable coating process.

SATA’s other spray gun options include:

Painters can select between the HVLP and the RP technology. The key difference is the fact that end users now have the choice with each of the two respective technologies (HVLP and RP) between two different spray fan shapes— available in “I” and “O”-nozzle types.

With the increasing nozzle sizes within each

SATAjet 5000 B • Established, high-performance spray gun with a proven track record • Droplets are finer and closer together for faster coverage with less paint.

• HVLP and RP models

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SATAjet 1500 B SoLV • Designed for Full System Application: solvent-based basecoats, either Low VOC or National Rule as well as sealer and clearcoat • Nice-sized, even spray pattern • Excellent value spray gun SATAminijet 4400 B • HVLP and RP models • Allows you to do repairs from small panels to spot repairs • Minimal product consumption • Great for spraying UV primer The SATAjet 100 BF • HVLP and RP models • HVLP is primarily used for primer surfacer materials • The 1.1 RP is an excellent choice for spraying UV primer • Maximum build, minimal overspray and fine droplets • RP version is amazing for sealer application SATAjet 100 B P • Designed for application of polyester spray putty/filler • Great for the application of large flake The entire SATA gun range works in harmony with the SATA RPS multipurpose cups to offer fast working speed and consistent results, making every repair predictable in product cost and appearance. If you haven’t tried the latest in SATA equipment, ask your local paint supplier and SATA distributor today for a demonstration.

THE FUTURE AT SATA STARTS WITH AN

The revolutionary

SATAjet X 5500 The Dream Team: Newly designed with synchronized air flow geometry inside the spray gun and nozzle set, ensuring perfect material distribution, optimized atomization and precise spray fan shapes. All of this combined with material savings and a much softer application with a reduced noise level.

Two distinct available spray fan patterns per nozzle size allows for either enhanced application control or increased application speed, as well as the adaptation of the nozzle set to different temperature and air humidity levels.

I-nozzle

O-nozzle RP

Nozzle size

1.1 I

1.2 I

1.3 I

1.4 I

–

1.1 O

1.2 O

1.3 O

1.4 O

–

Standard with one each RPS multipurpose cup 0.6 l / 0.9 l, with swivel joint Part No.

1061548 1061556 1061564 1061572

–

1061580 1061598 1061605 1061613

–

RP version is approved for SCAQMD. Pending EPA approval.

DIGITAL cpl. with one each RPS multipurpose cup 0.6 l / 0.9 l, with swivel joint Part No.

1061639 1061655 1061704 1061738

–

1061770 1061796 1061811 1061837

–

HVLP Nozzle size

1.1 I

1.2 I

1.3 I

1.4 I

1.5 I

1.1 O

1.2 O

1.3 O

1.4 O

1.5 O

SATAjet X 5500 explanation video www.sata.com/x5500io

Standard with one each RPS multipurpose cup 0.6 l / 0.9 l, with swivel joint Part No.

1061895 1061902 1061887 1061910 1061928 1061936 1061944 1061952 1061960 1061978

Booth # 10609 North Hall

DIGITAL cpl. with one each RPS multipurpose cup 0.6 l / 0.9 l, with swivel joint Part No.

1062009 1061986 1062017 1062041 1062059 1062083 1062091 1062132 1062140 1062174

The exclusive independent distributor of SATA products in the US and Puerto Rico

Phone: 800-533-8016 www.satausa.com E-mail: satajet@satausa.com

SATA, SATAjet and/or other SATA products referenced herein are either registered trademarks or trademarks of SATA GmbH & Co. KG in the U.S. and/or other countries.

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SPECIAL PROMOTION

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