FenderBender - February 2025

FENDERBENDER.COM / FEBRUARY 2025

DOES YOUR CUSTOMER’S CAR HAVE A DRUG PROBLEM? PAG E 3 4

USING AI FOR ESTIMATING

PAG E 37

P U R P O S E - D R I V E N

WORK

People-First Mindset Zach Stinnett, third-generation owner of Stinnett Collision in eastern Tennessee, operates with a “generosity-first mentality.”

For the past 60 years for the Stinnett family, “it’s always been about more than just fixing cars.”

PAG E 26

IS YOUR SHOP EQUIPPED FOR ADAS CALIBRATIONS? PAG E 20

HIGH QUALITY &

FAST TURNAROUND!

4 EASY WAYS TO ORDER LABELS! MY Upload Your Photos To The Email Your Photos: 6Website: 201 : s n Labels@AutoDataLabels.com www.AutoDataLabels.com o i t la egu with rds. to r LDV s n tes standa needed. re m a s r t 4 le p o s B f m V plu s ts sa in Con PA: T2 de l ale ssion djustmen ON . E D II I a for sia emi T S o . t A 2 N B o U M n O I AR OR AUTOREDATA FOR ADDITIONAL INFORMATION LABELS: FED rnia: N alifor C/DF To Visit Our Website G INFABOUT C 2 lbs.

N I AC/T JW ifo T 6 l D C N 7 / visit our website at www.AutoDataLabels.com 7 a O A S R r V 2 C O .3 SCAN HERE D LO AL 4 F ed 352 kg o email us at labels@AutoDataLabels.com V02 WR-H ’S IRE AN OT ce R O2S/ : GFMX5NBV x E H e / r N or call us at (631)T 667-2382 T C e v W 12 up TW R uld ne EE O ITY -Gro XR0 APAC d cargo sho URE S ANUAL FO L 2.3L : GFM BZ TING C PRESS an A

Use The App: Download the ADL App nts.

And Upload yourseigPhotos neme

Contact Us : Contact your LKQ/Keystone Local Sales Rep

CONTENTS

FEBRUARY 0 2 . 2 5

|

V O L U M E

2 7

|

N U M B E R

FEATURE

0 2

PROFILE

20 NEW DIGS

26 PURPOSE-DRIVEN WORK

ADAS calibration is essential to modern car repair.

Is your shop equipped to handle it?

For the past 60 years for the Stinnett family, “it’s always been about more than just fixing cars.”

BY NOAH BROWN

BY LINDSEY GAINER

FenderBender (USPS Permit 25614), (ISSN 1937-7150 print) is published monthly by Endeavor Business Media, LLC. 201 N Main St 5th Floor Fort Atkinson, WI 53538. Periodicals postage paid at Fort Atkinson, WI, and additional mailing offices. POSTMASTER: Send address changes to FenderBender, PO Box 3257, Northbrook, IL 60065-3257. SUBSCRIPTIONS: Publisher reserves the right to reject non-qualified subscriptions.

Subscription prices: U.S. ($90 per year). All subscriptions are payable in U.S. funds. Send subscription inquiries to FenderBender, PO Box 3257, Northbrook, IL 60065-3257. Customer service can be reached toll-free at 877-382-9187 or at fenderbender@omeda.com for magazine subscription assistance or questions.

Printed in the USA. Copyright 2025 Endeavor Business Media, LLC. All rights reserved. No part of this publication may be reproduced or transmitted in any form or by any means, electronic or mechanical, including photocopies, recordings, or any information storage or retrieval system without permission from the publisher. Endeavor Business Media, LLC does not assume and hereby disclaims any liability to any person or company for any loss or damage caused by errors or omissions in the material herein, regardless of whether such errors result from negligence, accident, or any other cause whatsoever. The views and opinions in the articles herein are not to be taken as official expressions of the publishers, unless so stated. The publishers do not warrant either expressly or by implication, the factual accuracy of the articles herein, nor do they so warrant any views or opinions by the authors of said articles.

February 2025

3

fenderbender.com

CONTENTS

FEBRUARY

STARTER

06

DRIVER’S SEAT

QUICK FIX

08

BREAKDOWN

L.A. fires prompt response to collision repairers in need

Quality Collision Group shifts branding strategy in Minnesota

07

15

PAST THE PAGE

More shops being paid for radar power tests

NUMBERS

Is your shop equipped to perform ADAS calibrations?

11

LIGHT HITS

The latest stories from around the industry

16

SNAP SHOP

Texas Collision Centers’ Plano location has been on a roll and is now one of 14 locations for the growing MSO.

16

STRATEGY

COLUMNS

32

THE SOP

37

Could a four-day workweek work for you?

37

TECH+TOOLS

Use AI estimating to reduce supplements and lower cycle times

34

CASE STUDY

18

SHOP PROFITS

Why theftrecoveries must be tested for drugs

The path to shop ownership

40

COLLISION COURSE

FINANCE+ OPERATIONS

Implement fleet work for steady work and revenue

BY G REG LOB S IG E R

43

Substance abuse: The hidden epidemic in body shops

BY TIFFANY ME NE FE E

44

DUE PROCESS

Reflect, reset, and rev up for 2025

BY DRE W B RYANT

February 2025

4

fenderbender.com

CONTENTS

ONLINE EXTRAS

EDITORIAL

CL ICK ON THE L OGO BEL OW F OR PRODUC T INF ORMATION

Chris Jones Group Editorial Director Jay Sicht Editor-in-Chief Abdulla Gaafarelkhalifa Associate Editor Kacey Frederick Assistant Editor Emily Kline Special Projects Editor Leah Marxhausen Special Projects Editor Drew Bryant Contributing Writer Tiffany Menefee Contributing Writer Greg Lobsiger Contributing Writer Noah Brown Contributing Writer Lindsey Gainer Contributing Writer Todd Kortemeier Contributing Writer Steve Trapp Contributing Writer Carol Badaracco Padgett Contributing Writer

EDITORIAL ADVISORY BOARD

Jordan Beshears Steve’s Auto Body Sheryl Driggers Collision Advice Frank Rinaudo Industry Consultant Jason Mundy Mundy’s Collision Center Stan Medina Certified Collision Works

3M

Accudraft

AirPro Diagnostics

AUTEL

Auto Data Labels

Axalta Coating Systems

Buy Auto Supply

Fix Auto USA

Fuji Industrial Spray Equipment

Ingersoll Rand

Motor Age Training

Polyvance

SALES

Chris Messer VP/Market Leader - Vehicle Repair Group Andrew Johnson Associate Publisher ajohnson@endeavorb2b.com Mattie Gorman-Greuel Associate Sales Director Cortni Jones Director of Business Development Diane Braden Account Executive (National Accounts) dbraden@endeavorb2b.com Marianne Dyal Account Executive (National Accounts) mdyal@endeavorb2b.com Chad Hjellming Account Executive (National Accounts) chjellming@endeavorb2b.com Lisa Mend Account Executive (National Accounts) lmend@endeavorb2b.com Annette Planey Account Executive (National Accounts) aplaney@endeavorb2b.com Kyle Shaw Account Executive (National Accounts) kshaw@endeavorb2b.com Sean Thornton Account Executive (National Accounts) sthornton@endeavorb2b.com Autumn Morey Customer Success Representative amorey@endeavorb2b.com Ryan McCanna Sales Support Specialist

ART AND PRODUCTION

Mariah Straub Production Manager Jen George Ad Services Manager Mitch Bradford Art Director

ENDEAVOR BUSINESS MEDIA, LLC

CEO Chris Ferrell COO Patrick Rains CRO Paul Andrews CDO Jacquie Niemiec CALO Tracy Kane CMO Amanda Landsaw EVP Transportation Kylie Hirko EVP Endeavor Business Intelligence Paul Mattioli

SUB SCRIPTION S

Send address changes and subscription inquiries to: FenderBender PO Box 3257 Northbrook, IL 60065-3257 Subscription Customer Service: 877.382.9187 fenderbender@omeda.com

LET TE RS TO THE E DITOR editor@fenderbender.com

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

TEXA

February 2025

5

fenderbender.com

DRIVER’S SEAT

HELPING CALIFORNIA COLLISION REPAIRERS AFFECTED BY THE FIRES

The Collision Industry Foundation needs your help to assist victims of the Los Angeles-area fires.

I T'S H A R D TO BEL I E V E so soon after the wide destruction caused by Hurricanes Helene and Milton that I am talking about yet another natural disaster. The devastating Southern California wildfires, fueled by a drought and 100 mph-plus winds, destroyed homes and businesses and killed 29 people as of this writing. But I thought it would be helpful to remind our readers of the help that's available through the Collision Industry Foundation (www.collisionindustryfoundation.org) to the collision repair industry.

The Collision Industry Foundation (CIF) charity was established in 2001 to collect tax-deductible contributions and distribute them to collision repair professionals in the industry who have suffered losses from natural disasters or other events. Donation dollars go directly to those in need. CIF held its annual fundraiser the week of the Collision Industry Conference (CIC) in Palm Springs, California. "Collisionista" and CIF Administrator Petra Schroeder announced CIF has allocated $250,000 to assistance to those affected by the California fires.

CIF has established a special collection for this effort. There are two ways you can help: donate your tax-deductible contribution, and help CIF find those in our industry who need help. If you are reading this and need help, you can also request help at the website.

February 2025

JAY SICHT

EDITOR-IN-CHIEF

jsicht@endeavorb2b.com

6

fenderbender.com

VIDEOS

PA ST T H E PAGE

|

PODCASTS

|

WEBINARS

|

NEWS

PHOTO COURTESY OF TAG CALIBRATIONS

‘WHO PAYS FOR WHAT?’ SURVEY SHOWS INCREASE IN SHOPS PAID FOR RADAR SENSOR TESTS T H E L AT E S T “ W H O PAY S F O R W H AT ? ” survey conducted by Collision Advice and CRASH Network shows an increase in the number of shops being paid to perform radar sensor tests.

Among those conducting the procedure and seeking payment, nearly half (47%) say they are regularly paid for that labor by the eight large national insurance companies asked about in the survey. That’s up five percentage points from 2023.

More than three out of five reported they don’t bill for the procedure. This statistic is unchanged from the same survey a year earlier, which was the first to ask about shops’ billing and insurers’ payment practices related to the procedure. But this is likely in part because only a small number of automaker models, including some Toyota and Mercedes-Benz vehicles, require such a test.

@fenderbendermag

February 2025

fenderbender.com/linkedin

7

“It’s a static function test to see if painting the bumper has reduced the power of a radar sensor too much,” said Mike Anderson, owner of Collision Advice. He said the test is needed if the system uses higher resolution radar for blind spot systems that can identify not only a vehicle in the blind spot but even smaller objects such as a bicycle.

“The test uses what is essentially a metal pole on wheels to measure, when the system is engaged, how much the bumper cover is reducing the power signal of the radar sensor,” Anderson said.

Results of previous surveys are available at crashnetwork.com/collisionadvice, or scan the QR code.

fenderbender.com

fenderbender.com

Q U I C K

F I X

BREAKDOWN

QUALITY COLLISION GROUP SHIFTS BRANDING STRATEGY IN MINNESOTA

Since its founding more than four years ago, until now the consolidator’s branding convention has been unchallenged.

I F Y O U ’ V E B E E N K E E P I N G U P with FenderBender’s daily news stories, you know about Quality Collision Group (QCG)’s recent acquisitions of 14 locations in the Minneapolis/St. Paul (Twin Cities) metro area.

By ABDULL A GA AFARELKHALIFA

February 2025

8

fenderbender.com

NEWS

What is unique about its recent growth in Minnesota is how it approaches the branding of the two regional MSO groups it has acquired in the Minneapolis/St. Paul (Twin Cities) metro area.

Strategic Growth in the Twin Cities QCG first entered the Twin Cities market in about four years ago with its purchase of Master Collision Nov. 4, the MSO announced it had acquired LaMettry’s, a well-recognized brand in the collision repair industry in the Twin Cities that’s been doing business since 1976.

LaMettry’s 14 locations, which are strictly OEM-focused, fit perfectly within QCG’s business model and bring QCG’s national shop count to 85.

Among the locations include: • 11 LaMettry’s shops • Accelerated Vehicle Technology in Bloomington, which specializes in ADAS calibration, module programming, and EV services • Two EP Auto Tire &Glass Shops • A Goodyear Franchisee “We’ve built our reputation on a foundation of trust, quality, and customer satisfaction,” said Joanne LaMettry, representing the LaMettry family, in a November press release. “Quality Collision Group allows our staff to continue our legacy while expanding our capabilities and resources, ensuring our customers continue to receive the best collision repair services.”

“We’re very bullish on the Twin Cities market,” said Jerod Guerin, CEO of QCG. “The similarities between the Twin Cities and Dallas-Fort Worth, where I grew up, are striking. It’s a commuter market with a tremendous economy, and we see a lot of potential here. “The Twin Cities is a ‘frozen DFW.’” The acquisition comes at a unique time, as collision repairers across Minnesota struggled in the past year due to a mild winter, which meant fewer accidents and less work. However, this was not a concern for QCG.

February 2025

“We have a very long-term mindset, and some of that comes from having a private equity partner with a significantly longer time horizon in their investments than a conventional private equity partner,” Guerin said.

“We’re also building this company for the long term. One bad winter in a market would never dissuade us from making a phenomenal acquisition.”

Unique Rebranding Strategy QCG, founded on October 1, 2020, has rapidly grown to become one of the nation’s largest OEM-centric collision repair providers, with 85 locations across 11 states. Guerin attributes this growth to a strategic mix of multi-shop and single-shop acquisitions, complemented by greenfield developments. However, the recent acquisition of LaMettry’s in the Twin Cities represents a unique case in QCG’s expansion history.

“The LaMettry’s name and legacy are among the strongest in the industry,” Guerin said. “This acquisition is unique because, for the first time, we’re rebranding our existing [Minnesota] locations to LaMettry’s instead of the other way around.”

One of the distinguishing features of QCG’s strategy is its commitment to maintaining the legacy brands of the businesses it acquires. Unlike other MSOs that rebrand all acquisitions under a single national name, QCG operates as a parent company to premier regional brands, Guerin said, preserving their unique identities and local reputations.

This strategy of not rebranding alreadyexisting shops was also emphasized during FenderBender’s recent August Snap Shop for Amato’s Auto Body. However, this recent move is not completely removed from how they have grown since QCG’s creation.

From the Beginning Quality Collision Group (QCG) was established in 2020 by Susquehanna Private Capital (SPC), part of Susquehanna International Group, a global trading and technology firm. SPC focuses on investing in middle-market companies in various industries, including aerospace, healthcare, and consumer services.

9

|

IDEAS

|

PEOPLE

|

TRENDS

The creation of QCG was done alongside its first MSO acquisition, Brandywine Coachworks, a Philadelphia-based regional MSO. Since then, Brandywine Coachworks has grown from four to seven locations.

The same practices have also been repeated recently in Utah with Cascade Collision Repair, which started with nine locations and has since expanded. In October, a new additional location was announced, and as of December, three additional locations are underway.

Integration and Future Growth The five existing QCG locations in the Twin Cities, previously branded as Master Collision, will now operate under the LaMettry’s name, bringing the total number of LaMettry’sbranded facilities in the area to 19.

“LaMettry’s was a special business, and they knew it,” Guerin said. “They had been courted by every major MSO for over a decade. We knew we had to be aggressive in our offer to close the deal.”

Despite the challenges, the acquisition was completed successfully. The integration of LaMettry’s into QCG’s portfolio is expected to enhance the company’s presence in the Twin Cities and provide a strong foundation for growth in the region.

Employee Reactions The transition to the LaMettry’s brand has been met with mixed emotions among employees of the former Master Collision locations. While there is a sense of pride in being part of a wellrespected brand like LaMettry’s, there is also some disappointment in seeing the Master Collision name retired. “But it’s tempered with excitement about becoming part of a bigger legacy and a stronger brand,” Guerin said.

“We put a lot of effort into paying homage to the legacy brands that we’re comprised of,” said Troy Hall, QCG’s Chief Operating Officer.

“We have a YouTube channel that features our individual brands, and we do a lot to celebrate their unique histories.”

“We’re currently scoping what the rebranding process looks like,” Hall said. “My hope is that we’ll have all five locations rebranded within the next 12 months.

fenderbender.com

AVAILABLE IN MARCH

LEARN MORE

PRIMER GUN COMING IN MAY

H-V8™

BASE GUN

MP-V8™ CLEAR GUN

MP-V8 STEALTH™ CLEAR GUN

VALOR H-100™ BASE GUN

VALOR M-100™ CLEAR GUN

fujisprayauto.com 1-800-650-0930

QUICK FIX

LIGHT HITS

VIVE COLLISION EXPANDS FOOTPRINT TO NINE EAST COAST STATES

VIVE Collision has expanded to nine East Coast states with the addition of its 52nd location in Morrisville, Vermont.

This milestone comes shortly after announcing their 50th location.

“Adding Vermont to our footprint is another significant milestone in our journey to reshape the collision repair industry,” said Vartan Jerian, Jr., CEO of VIVE Collision. “Our approach isn’t just about growth; it’s about transforming the repair experience. By focusing on quality, safety, and innovation, we’re not only setting a new standard for our customers but also for the technicians and teams who power our shops.”

JERRY MCNEE JOINS AASP/NJ’S HALL OF FAME

Jerry McNee has been inducted into the AASP/NJ Hall of Fame.

McNee, who served three terms as president of the association from 2017 to 2023, is currently the Collision Chairman of AASP/NJ. “My goal has always been to help educate the industry,” McNee said. “I know what shops need. I am a shop owner; I have been living, eating and breathing this stuff my whole life.”

CLASSIC COLLISION MARKS END OF 2024 WITH THREE ‘STATE-OF-THE-ART’ FACILITIES

Classic Collision announced the opening of three newly renovated, state-of-the-art repair facilities in Kentucky, Ohio, and Washington ahead of the new year.

“We are excited to open these upgraded locations as Classic Collision centers, providing a modernized repair experience to our customers” said Toan Nguyen, CEO of Classic Collision. “We invite customers to visit our newest locations to experience the difference firsthand.”

Also in December, Classic Collision announced additional acquisitions in Colorado, Texas, and Washington.

MIKE ANDERSON AND OTHERS RETURN FOR NORTHEAST

Mike Anderson and Craig Stevens will kick off NORTHEAST 2025 with a workshop on CCC One on March 14.

February 2025

Dave Luehr will also return with a workshop on operational success on March 13.

The event, held from March 14-16 at the Meadowlands Exposition Center, is the largest of its kind, featuring innovations, products, and educational sessions.

This year marks the 48th year of the event.

For more details on these workshops and other offerings, visit aaspnjnortheast.com.

restoring the car. After months of diligent work, the Mercury Comet is now at a mechanical shop for final adjustments and is 99% complete. This heartwarming project highlights the power of family, teamwork, and compassion in bringing big dreams to life.

Abra is excited to see Tim behind the wheel of his restored Mercury Comet, living his dream to the fullest.

NEW KINETIC SOFTWARE IDENTIFIES WHEN ADAS MODULES NEED CALIBRATION

PUGET COLLISION ACQUIRES NEW PORTLAND LOCATIONS

Kinetic has launched Kinetic ID, an AI-powered tool for repair shops that identifies when a vehicle’s advanced driver-assistance systems (ADAS) need calibration after a collision.

The tool is free for up to 3,000 VINs per year and aims to improve vehicle safety while reducing operational complexity.

Kinetic ID evaluates repair estimates and identifies necessary ADAS calibrations to restore vehicles to factory-level safety standards. The software integrates with CCC Secure Share, with Mitchell and Audatex integrations planned. Kinetic operates a growing network of Hubs across the U.S. to meet the demand for fast and accurate vehicle programming and calibration.

Kinetic ID gathers data from trusted industry resources, including ALLDATA, I-CAR, and OEMs, as well as from the calibrations performed at Kinetic Hubs across the U.S.

ABRA ELK RIVER RESTORES 1977 MERCURY COMET FOR CANCER FIGHTER

Tim McDonald, who is battling cancer, had always dreamed of bringing his cherished 1977 Mercury Comet back to life. After months of hard work and dedication, the team at Abra Elk River has made his dream a reality. They restored the classic two-door V8 car, transforming it from a completely disassembled project into a nearly completed masterpiece.

Originally gifted to him in 1977, the car had been left disassembled at a shop for eight years.

A few months ago, Tim’s brother-in-law, Tim Adelmann, former president of Abra, reached out to Kedrick Johnson, owner of the KLST franchise. Kedrick was moved by Tim’s story and committed to making his dream come true.

The project began at Abra Elk River, where their skilled team took on the challenge of

11

Puget Collision has acquired Bob Thomas Auto Body, Inc., a high-performance and Tesla-certified collision repair shop in northeast Portland.

This acquisition marks Puget’s 54th location, expanding their presence in Oregon, Washington, California, and Colorado. Bob Thomas Auto Body, known for its high-performance operations, has been in business for 41 years.

Owner Jeff Smith, a 30+ year industry veteran, joined the company in 2004 and became Tesla certified in 2019. The certification helped the business thrive during the COVID-19 pandemic.

Jeff and his wife Karen decided to retire and chose Puget Collision as their partner.

They were represented by Focus Advisors, a mergers and acquisitions advisory firm specializing in the collision industry.

With this acquisition, Puget Collision continues to grow its network of collision repair shops across the West Coast.

TESLA CYBERTRUCK CLOSES 2024 WITH 7 RECALLS

Tesla began recalling 694,304 vehicles near the new year, including the 2024 Cybertruck, 20172025 Model 3, and 2020-2025 Model Y, due to a potential issue with the tire pressure monitoring system (TPMS), according to the National Highway Traffic Safety Administration (NHTSA).

This recall is the new truck modle’s seventh recall in 2024.

The TPMS warning light may not remain illuminated between driving cycles, failing to alert drivers of low tire pressure, which increases the risk of a crash.

This issue means the vehicles do not comply with Federal Motor Vehicle Safety Standard number 138, “Tire Pressure Monitoring Systems.”

fenderbender.com

QUICK FIX

HONDA AND NISSAN EXPLORE MERGER

Nissan and Honda have signed a memorandum of understanding to explore merging their operations by establishing a joint holding company.

This merger aims to enhance operational efficiencies, leverage technological advancements, and expand market reach.

The companies plan to create joint working groups to develop a comprehensive integration plan, focusing on synergies in research and development, production, and supply chain management.

The potential partnership could lead to advancements in electric vehicles, autonomous driving technologies, and other emerging areas.

CARSTAR HIGHLIGHTS LOCATIONS FOR CONSISTENT 5-STAR RATINGS

CARSTAR Glenoaks Collision Center Eagle

Rock and CARSTAR Glenoaks Collision Center Glendale have consistently received 5-star ratings since switching to the CARSTAR brand in September 2023.

Owners Robert and Varag Kerikorian credit their success to a commitment to customer ser vice, high-quality repairs, and a welcoming environment. They prioritize customer happiness, use the latest technology, and invest in their technicians’ professional development.

Their focus on electric vehicles and hybrids, along with transparent communication and addressing customer concerns, has helped them maintain a positive reputation and high customer satisfaction.

STUDY REVEALS AGE GROUPS MOST LIKELY TO CAUSE FATAL CRASHES

A recent study has identified 22-year-olds as the most at-risk drivers on U.S. roads,

with 1,382 fatal crashes involving drivers of this age in 2022.

The analysis, conducted by personal injury law specialists John Foy & Associates, utilized data from the National Highway Traffic Safety Administration (NHTSA) to determine the number of drivers involved in crashes across different age groups and generations.

In terms of generational risk, Millennials (born between 1981 and 1996) were identified as the most dangerous generation on the roads, with a rate of 50,291 drivers in crashes per 1 million population, accounting for 30.26% of all crashes.

Generation Z (born between 1997 and 2012) followed, with a rate of 38,221 drivers in crashes per 1 million population, representing 23% of all crashes. Generation X (born between 1965 and 1980) placed third, with a rate of 36,799 drivers in crashes per 1 million population, accounting for 22.15% of all crashes.

Fix Auto USA has been instrumental in allowing us to maintain our family-owned values while benefiting from the recognition and support of a national group.

It’s given us access to insurance direct repair programs and valuable insights through the EPG group, which have helped us improve our financials and grow our business. The network and resources available through Fix Auto USA have truly been key to our continued success.

- Ron and Lynn Werner, Owners of Fix Auto Deer Valley and Fix Auto Norterra, 2024 Franchisee Engagement Award Winner

February 2025 2502FB_FixAuto.indd 1

12

fenderbender.com 1/14/25 4:54 PM

MAACO HIGHLIGHTS THREE OWNERS AT ANNUAL CELEBRATION

Maaco honored three outstanding owners at their annual convention for their exceptional contributions and community service.

Joe Houghton, owner of Maaco West Springfield in Massachusetts, received the 2024 Tony Martino Legendary Hall of Fame award. This award, presented by Sherwin Williams, recognizes individuals who exemplify Maaco’s values and positively influence their communities. Houghton, a veteran, dedicates his time to supporting fellow veterans, refurbishing a vandalized car for a local veteran, and organizing a coat distribution drive for military members and their families. Maaco’s interim president, Dave Gross, praised Houghton for his positivity, resilience, and dedication to excellence. Houghton expressed gratitude to his customers and his managers, Ashley and Chris, for their support and leadership.

David Co, owner of a Maaco location in Hayward, California, was honored with the 10th Anniversary Terry Taylor Award for his leadership and community service. Co has been dedicated to helping those in need by providing housing, jobs, meals, and support. He serves on the boards of Mercy Cares and City Serve of the TriValley, raising funds and offering hands-on support. Co’s commitment to giving back is rooted in his faith and philosophy, aiming to create a safe and vibrant community. He encourages others to contribute to their communities and is known for his supportive role within the Maaco franchise network.

Rizwan Afzal, who owns a network of thirteen Maaco shops in the Northeast region, was named the winner of Maaco’s MSO of the Year award for 2024. Afzal was presented with this honor on the opening night of the 2024 convention, themed “Ride the Wave.” Since joining the network in October 2015, Afzal has championed the Maaco mindset, training multiple family members and empowering them

to become Maaco owners themselves. Collectively, the family has a network of 13 stores and aims to grow even more. Maaco’s SVP of revenue operations, Hannah Whitesides, praised Afzal for his incredible leadership and operational excellence.

MINNESOTA ABRA MSO HOSTS TEACHERS FOR ‘CAREER CRAWL’

Abra Princeton, part of the KLST Abra franchise, participated in the ISD 477 Career Crawl at Princeton Public Schools.

Teachers engaged with local businesses to learn about various industries, including auto body repair, ADAS, and auto glass repair at Abra Princeton.

They experienced hands-on activities like spraying clear coats, running vehicle scans, and using a self-piercing rivet gun.

The event inspired teachers to share new insights with their students and encouraged them to explore careers in skilled trades.

QUICK FIX

NUMBERS

IS YOUR SHOP EQUIPPED TO PERFORM ADAS CALIBRATIONS? I N O U R F E AT U R E T H I S M O N T H , we explore what you need to build an ADAS calibration center — or at least be ready to perform ADAS calibrations — as cars with ADAS are becoming more and more common on roads today.

Even our FenderBender Industry survey takers are noticing this trend, which is no surprise. There's a modest upward trend of shop owners and operators reporting they're able to handle ADAS calibrations at their shops.

IS YOUR SHOP EQUIPPED TO PERFORM ADAS CALIBRATIONS (IN-HOUSE)?

2022

29%

2023

31%

2024

32%

February 2025 2409FB_BuyAutoSupply.indd 1

15

fenderbender.com 6/20/24 2:51 PM

QUICK FIX

SNAP SHOP

TEXAS COLLISION CENTERS PLANO ‘2.0’

By ABDULL A GA AFARELKHALIFA Photos by TEX AS COLLISION CENTERS L O C AT I O N :

PLANO, TEXAS

C O - O W N E R / O P E R AT O R S : :

DAN MICHAELIS AND JARED LENNOX

SIZE:

30,000 SQUARE FEET

S TA F F :

27

A V E R A G E M O N T H L Y C A R C O U N T:

216

AV E R AG E R E PA I R O R D E R

$3,800

ANNUAL REVENUE:

$9.9 MILLION

Submit Your Shop Proud of your shop and want to show it off to your peers? Tell us about it at NEWS@FENDERBENDER.COM

February 2025

T E X A S C O L L I S I O N C E N T E R S has been on a roll since it started in 2019.

We last covered the black and goldcolored shop when it was just a single location, but now it’s a growing MSO with 14 locations in the Dallas-Fort Worth (DFW) area, with plans to hit 18 by the middle of this year.

The growth is even represented in the original shop, which has pushed out an additional 6,000 square feet.

"Initially, when we took over that location, it consisted of three separate buildings,” says Chief Strategy Officer Shyllo Michaelis.

“We only opened the two buildings required for our operations: the front office and the paint shop. The back building housed the body shop, mechanical services, and detailing. As we grew, we outgrew our offices. The executive and ownership teams all worked out of there, but with growth, we had to vacate our offices to make room for more production services.

“As the business scaled, we left the third building vacant, initially, using it as storage. With our expansion, we used to sublet some mechanical alignments, wheel mounting, and balancing ser vices. The growth allowed us to move and remodel that third building, which now houses those particular departments."

16

fenderbender.com

From left: Dan Michaelis, Shyllo Michaelis, Mike Devendorf, and Jared Lennox.

TOOLS AND TECHS

One of the big reasons for the company’s success is its commitment to using the best tools out there, says Regional Manager Jason Peel. This includes using Car-O-Liner for structural repairs and welders and Hunter alignment machines.

"When technicians come into the shop and see that you've got the best equipment possible, it makes it easier to recruit and retain skilled workers," Peel said.

The company takes the growth of its technicians seriously. Many of the technicians who worked at the first location when we last did a Snap Shop on the company are now workers at its other shops.

SMART USE OF DIRECT REPAIR PROGRAMS (DRPS)

The company has also grown thanks to its smart use of direct repair programs (DRPs).

"We perform very well and so therefore we rank higher from a referral standpoint with many of those insurance carriers," Michaelis says.

DRPs make up about 90% of the business.

"We don't do a lot of external advertising," Michaelis says. "Our focus on customer service and high performance in DRP metrics means we get the best of both worlds."

"Could you imagine if you opened up a new location and didn't spend any advertising dollars to get customers to come see you?" Peel asked.

"Being able to open up a new business and having customers on Day 1 is huge."

"We thrive in that performance-based referral model because of our high performance to the DRPs’ KPI standards," Michaelis says.

This strategy has helped build strong relationships with insurance partners, which has been key to their rapid growth.

LOOKING AHEAD

In the future, the young MSO looks to possibly grow beyond the DFW metro area.

"We are so blessed and thankful for the good fortune and the growth that's been possible because of those things," she says.

February 2025

17

fenderbender.com

COLUMNS

SHOP PROFITS

The Path to Shop Ownership Are you building your dreams or someone else’s? shop entrepreneurs, and each has a unique story as to how they became an owner. Many were former technicians like I was, or oddly enough, some had multiple college degrees with no collision background.

As you’re reading this, you will likely fall into one of three camps: Camp one: You’re an employee at a shop with no desire for ownership.

Camp two: You’re an employee but feel ownership is beyond your reach.

Camp three: You’re an owner.

For those in camp two, this month’s column is for you! You have likely been in the industry for at least five years, maybe have a family and feel owning a shop is impossible. As a former technician for 15 years, married and a father of three, I totally get it. Just the cost to buy groceries is unbelievable.

As an owner with many employees, I appreciate every one of them. I am responsible for providing a safe working environment, paying them their full worth for the value they provide, and showing them the utmost respect. Unfortunately, at end of the day, here is the hard reality, “You’re either building your own dreams or you are building someone else’s.”

There are hundreds of ways to become an owner, and here’s a short list: • Buy the existing shop you are working in, if it is a smaller independent shop.

• Maybe in the short term, you can start working out of your garage/barn at your home.

• Find every shop within a 40-minute radius of your home, and you might just find an owner ready to sell.

• Possibly rent a 40’X60’ building that is zoned commercial.

• If you’re working at an MSO, go work for an independent who may be ready to sell in the next few years.

Likely the biggest hurdle you feel is, “Because I don’t have the money!” Most folks on the Facebook collision pages are saying $500k is the point of entry to open a shop. For me, I have several million dollars invested in my business, but fortunately all that cash wasn’t needed in the first year.

A few must haves: • A building to legally work out of to rent or purchase.

• Paint booth: used ones online run $25-40k.

• Used resistance spot welder, possibly with some OEM approvals: $10-15k.

February 2025

• • • •

Used frame machine: $6-8k.

Used measuring system: $10-15K. Used air compressor: $2-3k.

There are many smaller tools you will need, like self-piercing rivet guns, paint guns, etc.

Rule No.1: Do not take on a job if you don’t have the proper tools! You can sublet ADAS calibrations, alignments, towing etc. OEM certifications can come later. Point being, if you’re willing to sniff out deals, you could probably be running for under $200K. Some current owners are snickering right now, but many started with less than this. I know I did! There are always banks, SBA loans, etc., or maybe Uncle Joe will help fund your start up. Don’t forget, some sellers may be willing to provide seller financing.

What can you do right now?

• Work overtime and only spend $ on what it takes to survive. While living a life of frugality, set weekly, monthly, and yearly savings goals.

• Start reading or listening to good business books like, “Rich Dad, Poor Dad” by Robert Kiyosaki, “The Effective Executive” by Peter Drucker, “Small Numbers, Straight Talk’ by Greg Crabtree, and more.

• Start understanding everything you can about what good estimating is. Resources: Degweb.org, Collisionadvice.com, and Collisionhub.com.

• Talk with local paint jobbers, as they usually know which shops are thinking about selling.

• Read FenderBender cover to cover every month and listen to their podcasts, it’s all free!

• Find a mentor. Many owners outside of your market love to share their knowledge and give back.

Shop ownership is not for the weak. To be successful, plan on working 80-85 hours per week your first year or even two. Employee management takes constant work. You must be willing to put pride aside and learn from folks smarter than yourself.

There is great money in collision repair, and you can become a multimillionaire WITH the right knowledge and drive. Obviously, a customer base is necessary, and we will save that one for another month.

In the Old Testament there was a fearless warrior named Benaiah. The book of Samuel tells of how, “He also went down into a pit on a snowy day and killed a lion.” For many, later in life is filled with pain, and that is the pain of REGRET! “They will regret the mountains they didn’t climb when they were younger but will have long forgotten the bumps and bruises it took to get there.”

18

GREG LOBSIGER

JOSIE SMITH PHOTOGRAPHY

Over the years I have spoken with many body

Greg Lobsiger has owned Loren’s Body Shop in Bluffton, Indiana, for over 23 years. He has been a member of Mike Anderson’s groups for ten years and had extensive lean manufacturing training.

EMAIL:

greg@lorensbodyshop.com

ARCHIVE:

fenderbender.com/lobsiger

fenderbender.com

A SMARTER WAY OF DOING BUSINESS With our single-visit application waterborne system, seamless data integration for optimized profitability, fully automated color matching, and eco-conscious solutions, enhancing your bottom line is our priority.

Experience the Quality, Performance, Conversion and Service of Axalta.

Spies Hecker – simply closer.

An Axalta Coating Systems Brand Copyright © 2024 Axalta Coating Systems, LLC and all affiliates. All rights reserved.

New ADAS calibration is essential to modern car repair. Is your shop equipped to handle it?

By NOAH BROWN

Images Courtesy Of ANDY T YLK A /TAG CALIBRATIONS

February 2025

20

fenderbender.com

Digs FEATURE

A

DAS calibration has rapidly become a critical step in the collision repair process.

Data from Car ADAS Solutions, LLC shows that 92 percent of all new vehicles manufactured in 2022 had at least one ADAS component, and somewhere between 42 and 45 percent of all vehicles entering a collision repair facility needed an ADAS calibration.

In an age when cars are more complex than ever before, Greg Peeters, CEO of Car ADAS Solutions, says modern collision shops have to be able to calibrate ADAS. “Even the smallest of shops, too many times, have to have those systems restored,” Peeters says. “The accuracy of aiming a sensor is more necessary now than it ever has been, and it’s more relevant to avoiding an accident that it’s ever been before.”

Though it might be tempting to find a third-party vendor to perform your ADAS calibrations, Peeters says investing in the ability to do that work in-house can be a huge boon for your shop and help you ensure that every calibration is being performed correctly every single time.

WHERE TO PUT A CALIBRATION CENTER

Car ADAS Solutions works with collision shops across the country to help them develop their own ADAS calibration facilities.

Whether it’s an add-on to your existing collision repair shop or you’re building a brandnew space, Peeters says there are several

February 2025

21

fenderbender.com

FEATURE

things a calibration center must have to operate effectively.

First, and possibly most importantly, is having enough space to perform calibrations. Peeters says a 60’ x 40’ space is the bare minimum needed to be able to perform calibrations on most European, Asian and domestic makes.

“When you change the dimensions of that stall, you’re restricting the calibrations you can do,” he says.

Second is the floor. Unlike other parts of the collision repair process, most ADAS calibration work takes place on the floor. Peeters says the floor becomes a whiteboard of sorts for technicians, where they’re able to transfer angles and other measurements directly below the components.

In addition, level floors are essential to proper calibration. Peeters says his company levels floors within a variance of 8 millimeters. Any more variation than that can throw off a calibration.

“The accuracy of what you do is based off the level of your floor,” he says. “A fraction of a degree every inch in these leveling calibrations is critical to the functionality of some of those components. There is no calibration

system that makes up for unlevel floors.”

Having a leveled, smooth floor that’s coated with a non-glossy finish is critical to a successful calibration center. Also essential is having correct lighting. An ADAS calibration center shouldn’t have any windows, and Peeters says they help clients lay out specific lights in a very particular manner to make sure there aren’t any unnecessary reflections.

Making sure that there are no reflective materials in range of a vehicle’s sensor is also important. And, lastly, Peeters says anything metal has to be out of the line of sight of ADAS components – metal can attract radar signals and throw off the calibration.

“During a static calibration, everything has to be perfect for that camera or sensor to be calibrated to an OEM specification,” he says. “Every fraction of a degree of error in a calibration is transferred to feet and yards of stopping distance that isn’t achieved.”

EXTRA BAY OR NEW SPACE?

Building an in-house option to perform ADAS calibrations is not a decision to be made lightly.

Andy Tylka, owner and CEO of Tag Auto Group and Tag Calibrations, says shops need

to understand their book of business and really know if investing in the amount of space, equipment and training will provide a worthwhile ROI. “You have to understand the technology and the level of investment ADAS calibration takes. If you don’t have the right environment, you’ve got to price out what it’s going to cost to get that,” Tylka says. “If you’re not able to do the vehicle per OEM standard and be able to make a solid ROI, then you should send your vehicles out.”

However, if it does make sense financially for your shop, Tylka says there is plenty of opportunity out there to establish yourself as a go-to resource for ADAS calibrations.

“There’s a major lack of consistency with everyone who’s doing ADAS calibrations,” Tylka says. “There’s a standard out there. ADAS calibrations aren’t subjective, but when I saw other people had different standards, that’s when I realized I needed to create our own calibration centers.”

The biggest dilemma facing collision shops when considering adding on a calibration center is whether to attach it to an existing collision facility to build it as an entirely separate entity.

To OEM Specifications During a static calibration, the environment must be correct for cameras and sensors to be accurate.

February 2025

22

fenderbender.com

FEATURE

Peeters usually tells his clients that making their calibration centers their own separate entities — not just a separate building, but its own business all together — has multiple advantages.

First off, most modern shops are maxed out on space, and finding an additional 2,400 square feet for calibrations can prove to be quite challenging. On top of that, the space needed for calibrations is so much different than what the rest of the collision shop needs. Oftentimes, that leads to shops losing productivity and ultimately hurting their bottom line.

“There are shops that are able to add a calibration bay on to their shops, and God love those guys,” Peeters says, “but more often than not, it’s tried in too small a space and it’s not successful.”

Tylka says he didn’t even consider adding a bay onto his existing shops. With 14 collision repair centers spread out across three different regions, it made much more sense to build fewer, strategically placed calibration centers.

“I knew that I couldn’t execute the vision properly by putting a calibration center in each of my 14 shops; that would be just way too difficult. My shops are in three different regions, so I put up three different centers at the time to service all my shops.”

And that’s where the second benefit to having independent calibration centers comes in. There’s a hunger in the market for high-quality, consistent ADAS calibrations.

Peeters says setting up your calibration center as an entity independent from your collision shop helps make that center more attractive to your competition.

“If a competitor has to bring a vehicle to your collision shop for calibration, I’d be very nervous that you’d be picking my work apart,” Peeters says. “If I bring it to a separate calibration center, I have a little more comfort in that.”

Tylka had that in mind when he built up his calibration centers. There was a definite need in his market, and as a collision shop owner himself, he was able to build his calibration facilities in way to better meet the needs of his shops and others in the area.

“When I opened up my own facility, I wanted to build a business model that revolved around what a collision shop would want in a calibration center,” Tylka says. “I got input from

February 2025

other shops in the area, and I was able to build a calibration center based off of what the need is in the industry.”

However, it wasn’t as simple as “Build it, and they will come.” There was a need, yes, but Tylka says he needed to get buy in from the collision shops in his area — his own included — in the new calibration facilities.

“The biggest challenge we had was to educate the shops in our area, both our own and our competitors. Many shops see calibration as an afterthought,” he says.

“We spent so much time educating and giving surrounding shops the tools to see how a calibration should be done.”

Peeters says Car ADAS Solutions and other companies like it are able to help shops deter-

mine what their specific market is like and if this kind of model would be a fit.

“In some markets, the competition is fierce and this model won’t work at all. Every market is unique,” Peeters says. “You need to take your neighboring shop owners out to breakfast and ask them if they, honestly, would use your calibration center.”

If there is appetite for it, though, Tylka says having a calibration center can be a game-changer for your shop.

“People saw the same concern of the inconsistency of ADAS calibrations, and so the fact that we built our model around solving those problems, we’re capturing quite a bit of the market,” Tylka says. “And we haven’t lost a customer yet.”

Bringing it In-House Investing in the ability to do ADAS calibrations can help ensure every calibration is performed correctly.

24

fenderbender.com

PROFILE

February 2025

26

fenderbender.com

P

U

R

P

O

S

E

-

D

R

I

V

E

N

For the past 60 years for the Stinnett family, “it’s always been about more than just fixing cars.”

By Lindsey gainer Photography BETHANY ANDERSON

L

ike most kids whose families own a business, Zach Stinnett spent a lot of time in his family’s collision repair shop growing up. He’d work in the summers as a detailer, watching his grandfather, Walt — who founded the business with his grandmother, Ruth, in 1965 — diligently work alongside his father, Lee, to run Stinnett Collision in Maryville, Tennessee.

But unlike many generational owners, Zach didn’t envision himself owning the business from day one.

“My dad joined full-time right after high school in the late 1970s and worked tirelessly until his retirement in 2017,” Stinnett explained. “Interestingly, I never planned on following this path, though — I had dreams of becoming a doctor.”

During his sophomore year at East Tennessee State University, however, Zach began second-guessing whether he’d made the right decision.

“Organic chemistry gave me a reality check,” he admitted. “After that, I had

February 2025

a heartfelt conversation with my parents about stepping into the family business, and here I am today.”

After switching majors and graduating with a degree in business administration, Stinnett returned to the shop in 2015 and worked in every position — from detailer, to painter, to tech, and estimator — before taking on a management role and officially assuming ownership in 2022.

Stinnett says he’s never regretted the choice, and running the business is the “perfect fit” for him. Like his grandparents and father, Zach is operating with a generosity-first mentality, growing with the goal of helping as many people as possible both inside and outside the business.

Growing Across Three Generations When Papaw and Nana — as Zach and his family lovingly refer to Walt and Ruth Stinnett — started Stinnett Collision on a corner lot in the mid ‘60s, they did it with a $5,000 loan from Ruth’s father and a dream — nothing more.

27

fenderbender.com

PROFILE

COURTESY OF STINNETT COLLISION

make this process scalable to multiple stores?

Because that’s the vision. Multiple locations.

Everyone knows it, and it’s a mindset reflected in the team we’ve built — the last several hires share this same vision.”

Stinnett doesn’t have a set number of locations or specific targets in mind, but every opportunity he pursues has to make sense strategically. And while he’s not actively looking for a third shop, he’s open to the right opportunity. But he’ll always grow diligently.

“My grandpa always told me that you can’t borrow your way out of debt,” Stinnett says. It’s a sentiment he says he understands better than ever now that he’s running the business, and he plans to continue reinvesting heavily back into the shops, just like his grandparents and dad have for the past 60 years.

“I’m open to building from the ground up or acquiring, as long as they align with our brand and values. Culture is incredibly important to us, and it’s the first thing I consider in any potential acquisition. Maintaining a strong, positive culture is key to sustaining our success as we grow.”

Growing Across Three Generations Zach, Walt, and Lee Stinnett have maintained a philosophy of running the business on “more than just fixing cars.”

February 2025

“I once heard my grandpa tell someone that people laughed at him and told him he wouldn’t last a month when he left his dealership job to start the shop,” recalled Stinnett.

“It was just him and my grandma in the beginning — he worked on the cars and nana did the books; they certainly took a risk!”

He never let the doubters deter him though, says Stinnett, who remembers his grandpa chuckling while telling the story.

As it turns out, the apple doesn’t fall far from the tree.

When Zach was approached with the opportunity to expand to a second location in Sevierville in the spring of 2024, the timing couldn’t have been more complicated — Zach’s wife had just given birth to twins and life was hectic. But Stinnett knew in his gut it was the right thing to do and, despite doubt from others, he moved forward with the deal, opening with “remarkable” success in the first year.

Now, after doubling the size of the Maryville shop to 25,000 sq. ft. with an addition in 2023 (including an oversized paint booth for medium/heavy duty trucks) and acquiring 12,500 sq. ft. in Sevierville — and with nearly 40 employees between the two locations — Stinnett is perfectly positioned to continue expanding operations. The plan, he says, is to grow into a regional MSO throughout eastern Tennessee before possibly expanding into surrounding states.

“The word I use whenever we have any leadership meetings is ‘scalable’ — how do we

A Legacy of Generosity Stinnett’s desire to continually expand the business is motivated by a purpose deeper than profit — he wants to carry on the legacy of generosity that he’s seen modeled his entire life.

“It’s always been about more than just fixing cars for our family,” says Stinnett.

“My grandparents were extremely generous people who did not seek attention for it. I can remember times when my grandmother would read about someone in the newspaper who fell on hard times, and she’d mail a check to that person anonymously. And my grandfather…there’s no telling how many cars he’s given to people who needed them over the years.”

Stinnett is constantly thinking about ways to help others, both now and in the future. He envisions potentially having a nonprofit arm to the business and even a foundation someday. For the time being, a giving/philanthropy committee meets

28

fenderbender.com

Poised for Expansion After an addition in 2023 to the Maryville facilityand acquisition in Sevierville, Owner Zach Stinnett has his sights set on growing into a regional MSO ineastern Tenn

regularly to determine how to best distribute funds and help in the local community and beyond. Recent donations have included support to United Way and Isaiah 117 House, a local nonprofit that houses foster children awaiting placement in a permanent home.

“I know it’s kind of morbid, but when I think about what I’d like people to say about me at my funeral, I hope they say I was generous…that I gave a lot away to people who need it.”

For him, more shops and more income equate to more ways he can help others — and that’s a mindset his family is surely proud of.

Stinnett and his team acquired certifications for both Rivian (fleet and collision certifications) and Tesla — and trained dedicated EV service advisors — to position Stinnett Collision as the leading EV-dedicated repair center in the Knoxville area.

“EV customers are different — they’re very passionate about their vehicles and often have a deep connection with their cars,” explained Stinnett. That’s especially true of Tesla owners, he says, who he likened to members of a “fan club.”

Although he admittedly didn’t understand the hype at first, he now says he gets it after buying his own Tesla. “I’m officially in the fan club!” he joked. “They’re incredible vehicles.”

Stinnett is a member of the Knoxville EV Association now, too, and says he often lets people drive his car to show off its capabilities.

Despite how incredible they are, though, EVs aren’t without their challenges when it comes to repairs.

Staying One Step Ahead To continue growing the business, Stinnett understands the need to stay one step ahead of what most other shops are doing. For the time being, that means investing heavily in electric vehicle repair and certifications.

“I’m positioning us for whatever comes our way, and right now it’s the EVs. I don’t know if EVs are where the country will necessarily end up, but that’s where we are right now. There’s a lot of EVs all over the road, and I want those people to know about us.”

Stinnett says his initial interest in EV certification came about when Amazon started opening distribution centers in his county, bringing an inf lux of Rivian vans along with them.

After doing some research and realizing that the EV sector could be highly profitable,

February 2025

29

fenderbender.com

PROFILE

“Technician safety is a major concern. It’s critical that our technicians are thoroughly knowledgeable about how to safely disable the high-voltage systems. You can get seriously injured — or even die — if you touch the wrong thing on an EV.” The importance of reading and following OEM repair procedures can’t be overstated, he says, “and I’d argue that it’s even more vital with EVs than any other car, particularly from the tech safety standpoint.”

Stinnett is so serious about safety that he took the Rivian and Tesla certification courses himself, to ensure the shop would be properly equipped. But achieving certification didn’t come cheap.

“If you don’t have any of the equipment, it’s around $150–250k to get EV certified with both Tesla and Rivian,” he says.

In addition to purchasing specialty safety equipment and hand tools, the shop also had to purchase a battery lift table, a specialty diagnostic tool and calibration targets, and specialty clamps for the shop’s Car-O-Liner frame machine / measuring system. There are also dedicated isolation areas, including a designated spot on the property for EVs with battery damage.

February 2025

“Tesla also requires a certain Wi-Fi speed and light lumens count in the shop, and a separate management system for onsite Teslas. Each Tesla has to maintain its battery charge above a certain percentage as well, among other things, so we installed a level 2 charger for all EV’s we work on — which also wasn’t cheap!”

Given the investment he’s made, inquiring minds want to know…is a dedicated EV shop in the company’s future? Maybe, says Stinnett; but he wants to see more volume first.

“Right now, about 15-20% of our sales are EVs, but that’s picking up with the work the Amazon Rivian vans are starting to bring in.”

In addition to their EV certs, the shop boasts nearly 20 additional OEM certifications, “basically everything that isn’t European,” says Stinnett, and they’re also an I-CAR Gold Class shop. Right now, Stinnett envisions continuing to work on both gas and electric cars concurrently, staying up to date on the newest technology and training for both sectors to stay one step ahead of the competition for decades to come.

Keeping a People-First Mindset Stinnett says his dad told him early on to “take care of people and focus on what you

30

fenderbender.com

can control,” advice he’s certainly taking to heart.

“Dad always took care of his employees first,” said Stinnett, “sometimes even at the expense of his own profit. He was always willing to make sacrifices. If business was slow, Dad would not take a check to make sure the shop stayed open and that his people were taken care of.”

Building and maintaining relationships is one of his father’s greatest strengths, says Stinnett, both with employees and customers. “I still can’t go anywhere with him without running into 10 people he knows,” he chuckled.

And here again, the apple doesn’t fall far from the tree with Zach, who has a passion for people and workplace culture himself. Even though it might sound cliché, he says, it’s the shop’s culture that truly sets them apart.

“There’s a reason several of our employees commute over an hour each way to work every day — how many other shops do they pass on the way?” Stinnett mused. “We’ve created a fun, supportive work environment where we all win together. A happy team is a productive team.”

And fun, as it turns out, is serious business at Stinnett Collision — an official committee plans team-building events, à la The Office, year-round.

In 2024, employees enjoyed everything from monthly birthday celebrations to a crawfish boil, tailgate party, Tennessee Smokies game, chili cook-off, cookie-decorating party (with leftovers delivered to local police and fire departments), holiday parties, and more.

The Christmas party even featured casino tables and an on-site hibachi chef.

“These events are more than just a good time; they build camaraderie and reinforce the culture we’re so proud of,” says Stinnett.

While the older generations are no longer involved in the business, Stinnett still has family working alongside him, and his father still visits the shop nearly every day, he shared.

“I’m very fortunate to have family members contributing in significant ways today. My brother-in-law, Josh Adkins, is part of our leadership team as the head of HR and finance, and my sister, Katie Stinnett, leads our marketing and PR efforts. And my mom…she’s the real boss of everybody,” Stinnett joked.

February 2025

At the end of the day, he says, it’s a focus on people, relationships, and innovation that drives everything the team does.

“Having the right people around you, particularly those who align with your values and vision, is key to long-term success.

Building a strong leadership team is essential for growing and sustaining any business.”

Work environment is incredibly important, too, Stinnett says.

“We’ve invested in top-of-the-line equipment, and both of our locations feature clean, well-lit work areas that foster a sense of pride and teamwork. Everyone has each other’s back, and I readily encourage suggestions from our team on anything and everything.”

Stinnett is “all about” challenging and refining processes to find what works best, and he is an active member of the Tennessee Collision Repairers Association (TCRA) and Knoxville I-CAR committee.

“I can’t say enough about how valuable the TCRA has been for me and our business.

I truly attribute a lot of our success to the support and resources provided by them.

The classes they offer and the relationships we’ve built through the association have been invaluable.”

He’s been so helped by the group, in fact, that he regularly recommends that shop owners join their own state associations.

“Even if you don’t have immediate business needs, you’ll make great friends and build lasting relationships that will pay off in the long run.”

31

A passion for people Walt and Ruth Stinnett founded the company on a corner lot in Maryville, Tennessee, in 1965.

fenderbender.com

STRATEGY

THE SOP

EXPLORING A FOUR-DAY WORKWEEK

Converting to four 10-hour days a week isn’t for everyone, but

By JAY S ICHT

February 2025

32

WHO DOESN’T ENJOY a three-day weekend?

What if every week included one? There are a number of reasons why you might consider implementing a four-day workweek, including aiding in attracting and retaining employees, operating efficiencies, and even a lower carbon footprint with more booth cycles/paint hours in a booth. But as with many new operations, there are pros and cons. Another option that has risen in

fenderbender.com

Flexibility

“A BENEFIT THAT WE DID NOT ANTICIPATE IS FRIDAYS ARE NOW OUR FAVORITE DAY” —Kena Dacus, owner Dacus Auto Body

BACKYARDPRODUCTION/ ISTOCK / GETTY IMAGES PLUS

popularity, especially in Europe, is 32-hour workweeks while maintaining the same level of productivity. This brief article is limited to discussing workweeks of four 10-hour days.

A Democratic Choice Kena Dacus, who owns Dacus Auto Body in McPherson, Kansas, with her husband, Chris, converted to a four-day workweek in June

February 2025

2022. At an AkzoNobel event last year, she joined AkzoNobel Business Services Consultant Tony Adams to speak on the topic. She was interested in the prospect of converting the shop, but she first wanted buy-in from the staff. Initially unimpressed, some of the technicians with longer driving distances recognized they could save commuting time and save money on gas at a time it was spiking. Put to a vote, 80% of the staff selected the four 10-hour-workday schedule.

“The deal was if you voted no, we’re going to ask you to give us six weeks, and then we’re going to vote again,” to give the staff time to adjust and give it a fair chance. “They all came back and the ones who said no said, ‘You know what? Going fishing on Friday was pretty cool. So I think we’re going to go ahead and keep it.’ So then we ended up getting a unanimous vote to keep going.”

Content staff members now help promote the work schedule in talks with friends, who are eager to work at a shop offering that, contrasting with some shops offering more money but a traditional schedule.

“We get to choose. We have three candidates and need only one,” Dacus said. “Morale and culture are high. This wasn’t a quick fix; we were already on our way. You’re never going to have a perfect culture, but I do think it helped a lot.”

Opening and closing the shop, such as pulling vehicles in and out of the shop at the beginning and end of the day and twice-daily production meetings are now done four times a week instead of five add up to respectable production efficiencies.

Technicians are paid hourly, not flat rate, and are able to work fewer overtime hours to produce the same amount of work.

33

Although the shop’s production staff was unanimous about the change, some office staff elected to keep a typical 8-5, MondayFriday schedule to accommodate her schoolaged children’s schedule, which also helps the shop care for customers.

“A benefit that we did not anticipate is Fridays are now our favorite day because what was our ‘crazy day’ is now quiet [in the production area of the shop], so we’re able to focus on training for the front office staff. We’re able to catch up on tasks such as supplements and emails.”

With Fridays now available to use for “life administration” tasks such as dentist/ doctor appointments, plus a statistically lower chance of missing a day of work due to illness, fewer production days are lost.

Additional Considerations Adams cautions such a schedule may be a challenge or unworkable for some, including for employees with young children in daycare or who need help getting ready for school.

“If your spouse is still working a traditional 8-hour schedule and you’re usually there helping in the morning with childcare duties before they go off to school, now it’s all off on the other person. You have to talk with your spouse if you want to consider doing something like this. It may not work for everybody and not be what everybody wants.”

Adams cautioned that employment laws vary in places including but not limited to California on implementing a nontraditional schedule, so it’s wise to consult an employment attorney to ensure compliance.

That said, there are compelling reasons to consider such an arrangement, if for no other reason than the desire to “become the employer of choice,” Adams said. “If we can tap the human potential, you’ve got people knocking down your door. When I hear people say, ‘Nobody wants to work,’ and ‘We can’t hire technicians,’ my first question is, ‘What are you doing to separate yourself from the guy down the street?’ In the mind of the technician, we’re all the same. We have to understand what we’re competing for and what we’re competing against. Benefits are no longer nice to have; they’re table stakes. People go to [work at] Amazon and have benefits on day one, including adoption assistance and tuition assistance.”

fenderbender.com

STRATEGY

ROB GRIEVE/NYLUND’S COLLISION CENTER

CASE STUDY

DOES YOUR CUSTOMER’S CAR HAVE A DRUG PROBLEM?

Theft-recovery vehicles often take a dark and dangerous journey.

By C AROL BADAR ACCO PADGET T

W H E N Y O U R C U S T O M E R ’ S V E H I C L E is stolen and police recover it, what’s the first thing they will probably want to do after it is returned? Open the doors, pop the trunk, and look around inside, right?

That may be the same thing you and your employees do when that customer pulls the vehicle into your body shop for repairs. But beware. Theft- recovery vehicles can be toxic with highly dangerous and potentially life-threatening levels of drug residue.

February 2025

34

The Backstory According to a September 2023 New York Post report, when a family in Washington state got back their stolen 2002 Ford F150 pickup, it appeared to be in pristine condition. So the owner, a father of a five- and 10-year-old, took a drive with his kids.

Shortly after, the stomach aches and headaches started.

Collision industry executive Erin Solis, senior vice president of Reno, Nevada,-based Square One Systems, is working diligently to tell this story and drive home the seriousness of the situation. Her goal is to raise awareness and save lives in the process. And since Square

fenderbender.com

a standard for meth, [for instance], with a certain number of particles, and if the testing shows it’s below, it can be cleaned.”

Even after cleaning, however, a vehicle must be tested again — with samples sent back to the lab for testing and a wait time to learn the results — before anyone can safely touch it to begin repairs and body work.

“It becomes cost-prohibitive,” Grieve admits. “Cleaning by a certified person is expensive, and the drug tests [can run] around $1,400 for each one, and that’s before you’ve even gotten to the vehicle’s damage.”

Tamping down the solution even further, customers’ insurance companies often balk at paying for the testing, Grieve has found.

The Aftermath

One Systems manages “20 groups” with the Coyote Vision Group, with about 100 shops in various locations, she’s got a good start.

“I did a presentation with Coyote Vision Group at the start of the year,” Solis says. “I shared many stats, and although there’s no adequate tracking of these cases currently, we tried to track [ourselves].”

Out of 23 theft-recovery vehicles that Square One Systems inspected, 83% showed detectable levels of methamphetamine, while 30% had detectable levels of fentanyl.

“People are oftentimes not thinking about this,” Solis emphasizes.

The Challenge Rob Grieve, owner of Nylund’s Collision Center in Englewood, Colorado, is in alignment with Solis. So much so, he mandates drug testing of every theft-recovery vehicle that rolls inside his shop.

It’s a standard procedure he put into place that helps prevent potential drug exposures like the one he averted with a Hyundai Tucson the Denver Police Department recovered in October 2023. Before letting his team touch the vehicle, on which the windows had been spray-painted black, Grieve called in The Vertex Cos. LLC, a Colorado company that provides drug testing and analysis.

From visual examination, Vertex’s professionals spotted a glass pipe and

February 2025

methamphetamine paraphernalia. Next, from wipe samples they obtained and sent to a lab, they confirmed surface drug concentrations high enough to meet the Colorado Department of Public Health and Environment’s threshold that mandates complete decontamination or demolition.

While this particular theft-recovery vehicle provided visual clues that drug material was present, some vehicles don’t show any sign of it. “You can’t see what’s really going on unless there’s drug paraphernalia left behind,” Grieve says. “A couple of grains of fentanyl can make people incredibly sick and even kill them, though.”

The Solution The only safe way for collision repair shops to test and clean customers’ theft-recovery vehicles is to hire a professional company, Grieve says. He cautions anyone who would try to buy a test off Amazon and do the job of testing and cleaning themselves.

In vehicles with drug contamination levels low enough that they can be cleaned and used again, Grieve says there are special ways that licensed technicians clean them.

“An industrial hygienist puts all the samples in individual containers [labeled] with the location of where they came from [in the car],” Grieve describes. “All these are sent to a lab that reports back on each sample. There’s

35

Although the main reason Grieve began testing theft-recoveries in the first place is the safety of his employees, he now works to educate his customers on the front end.

“We advise that the customer doesn’t enter a recovered vehicle until we know it’s safe.

They should tow it [to us] and not drop it off,” Grieve says. “Then we seal it and nobody enters it until a drug test is completed.”

He adds, “There’s more than drug residue [to worry about]; needles can be between the seats.”

Ever working to shine a light on the problem of drugs in vehicle theft and recovery scenarios, Solis reminds shop owners, technicians, and car owners that the level of danger a car poses is invisible until a professional test uncovers the actual chemistry behind the contamination.

Using methamphetamine as an example, Solis says that in the states of Washington and Colorado, if swab tests taken from steering wheels and door panels indicate more than 0.5 micrograms of meth per 100 square centimeters, the vehicle will require decontamination before it’s safe to enter.

To illustrate just how much danger can truly exist in theft and recovery scenarios, Grieve drives home this point: “With the drug company we use [for testing vehicles], they always have two people – one inside the vehicle and one outside – and they’re both [hazmat] suited up with respirators and everything,” Then he adds, “The one outside the car stands there with Narcan in case the guy inside the car collapses. It’s a very serious deal.”

fenderbender.com

Take charge of your workday with cordless tools that deliver.

Skilled technicians deserve quality tools. Tools that don’t just start strong but stay strong—through every repair, every challenge, every day.

Steel That Stands the Test Premium-grade steel housings, built to withstand harsh shop wear and tear.

Durability in the Shop Rated to resist chemicals and water because accidents happen.

Bumpers That Bounce Back Built with heavy duty impact-resistant bumpers, our tools take the hits so you can keep going.

Light Up the Job Work in clarity, no matter the corner or crevice.

Our patented LED rings cast light where it’s needed, making tough jobs easier on the eyes.

The best tools don’t just come together. They’re created from listening to the pros who use them day in and day out. That’s why we build to a standard that’s often copied but never matched.

Ready to gear up? Learn more at irtools.com

#IRTOOLS ©2025 Ingersoll Rand.

STRATEGY

MJ_PROTOTYPE /ISTOCK / GETTY IMAGES PLUS

TECH+TOOLS

WHY ALL VEHICLES SHOULD BE ASSESSED WITH AI ESTIMATING

Leverage technology and improve processes to reduce supplements and repair cycle time.

A S A I TA K E S R O O T I N O U R W O R L D , we all sense the risk it might pose if taken too far. But in this article, we want to challenge you to embrace AI estimating for nearly all estimates as soon as possible. That bold statement begs an explanation, and this article aims to support the conclusion that all vehicles should be assessed with AI estimating.

B y S T E V E T R A P P

February 2025

37

fenderbender.com

STRATEGY

Assignment to Inspection Statistically, according to CCC, the industries’ DRPs miss out on 27% of the opportunities on assignments because customers don’t get called in a timely manner and choose to go elsewhere. This means we miss 27% of the work assigned to us that should be a lay-up. You can engage AI through Body Shop Booster or another provider to secure those assignments and get accurate customer information. They actually follow the script and attempt to get a commitment to show up for an “inspection.”

As your staff (or the AI resource) makes initial contact with potential customers, it is important to express empathy and take control of the call and gather basic customer and vehicle information. Then the new AI estimating process takes center stage. To triage the job, it is crucial that you communicate to the customer how important /valuable it is to get solid images of the vehicle’s four corners and of the damage to the vehicle from a few angles.

Images for the Initial Inspection Once these images are received electronically, we suggest they be assigned to someone to create a preliminary inspection report. CCC has launched JumpStart, and Body Shop Booster has integrated Tractable (and Mitchell and Solara have announced plans to be equipped with a similar product in the next few months) to help write these AI estimates for us. The target is to save your staff the time to write 85-90% of the estimate lines off the images to evaluate the job’s type, assess how many panels need repair (if that is how you determine job type), and the relative size of the job in labor hours.

This initial AI inspection report can do a few valuable things: Help triage the level of damage the vehicle has incurred.

• Minor or small repair (one to two panels) – Initial inspection can be provided and painted parts ordered for arrival when the vehicle arrives • Medium repair (two to four panels) – The vehicle is scheduled for an “advanced inspection” (possible minor disassembly, like they do in the UK) to determine the extent of damage, but the basic inspection report can be generated by AI • Large or heavy hits – (three or more panels) You can use the images to prewrite the inspection report so the vehicle repair cost

February 2025

can be estimated to determine if the vehicle is a total. If not, it saves 80% of the time it takes to write the eventual advanced inspection report.

You can use the images and AI estimate to determine which panels will need to be repaired or replaced and how many will require paint work.

Once you get them comfortable with having your repair center do the work, you can then solicit a signed work authorization and preorder parts. NOTE: Have the customer sign a work authorization and provide a credit card advanced authorization to minimize cancellations.

The assumption is you have subsequently worked to schedule the repair in any of the three forms: • Provided a firm price and sold the minor repair customer on scheduling the repair • Scheduled the medium repair in for an “advanced inspection” • Had the vehicle towed to your repair center (and then add it to the schedule).

Advanced Inspection Process With the assumption that the time that used to be invested in writing an “estimate” has been minimized using AI estimating and the advanced inspections are scheduled, we want to set the expectation that we have written a basic estimate. But we still may take 20-45 minutes to dig a bit deeper to assure we accurately capture all the damage using borescopes, mirrors, and performing minor disassembly to get a fairly accurate assessment.

Also, while on site it is important to use the paint spectrophotometer to determine the color and any special circumstances (quad, limited-use toners, pearl, etc.). Next, it’s up to a designated person to use these inspections to guide which OEM procedures to research to then attach to the RO file for the technicians to utilize. Then, the AI estimate is updated now that you have more clarity as to the types of damage you are repairing.

Pre-order Parts on all Vehicles on the Schedule With parts availability cited as the biggest challenge during the repair planning and body repair process, we need to seek ways to get these parts coming to the shop ASAP.

38

After an AI estimate is written and the advanced inspection enhances it, we want to source all the parts which are obviously damaged. This allows the dealer to get these parts as part of their “stock order” and time to source them from distant places to assure they are on site when the vehicle arrives on the scheduled date.

Definition of a Critical Part A “critical part” is any part needed to complete tasks in the next downstream department. This most often implies that the larger complex assemblies must be there before the vehicle arrives. That means that during morning release meetings, the parts manager needs to have confirmed the critical parts are there for vehicles arriving over the next two days so we don’t have customers dropping off vehicles for which we don’t have “critical parts” to begin repairs. If customers knew we didn’t have the parts and we inconvenienced them by dropping off their vehicle, they wouldn’t be too happy.

Receiving Process – Pre-scan, Prewash, and Initial On-vehicle Notes As customers drop off their vehicle at the scheduled time, it’s very important to move the vehicles from the arrival area to an area where you attach the pre-scan tool and check the bulbs/dash lights while the staff install floor and seat mats and then prewash the vehicle to make prior unrelated damage more obvious to see and minimize dirt in work areas and in technicians’ eyes. Once the vehicle is put in the pending repair plan area, it can be prioritized (either by job size or the sequence of which the technician assigned to the job should begin the process) to ensure repair planning can begin as soon as possible.

Often, during this pre-repair planning phase, the parts are 720-degree (inside and out inspection) mirror-matched and then the complex painted assemblies are sent to Paint (with a card listing all the loose parts to be painted and paint code) to be painted on both sides with other vehicles to optimize booth cycles.

Transfer of the Parts during Repair Planning This is where the AI assessment and advanced inspection process they support (including pre-ordering of parts) pay off in

fenderbender.com

time savings… Vehicles are then taken to the Repair Planning work area or to the stall of the technician who may eventually perform the repair along with the painted parts which have been pre-painted so the transfer process can begin. Another key process to add is to rough-pull sheet metal (or attempt a plastic repair) for which you are unsure you can repair or replace the part. And pre-pull the frame to get an accurate record of what the vehicle will need. Further, a detailed mechanical diagnosis (on a lift) should be performed to minimize later concerns.

Technicians are now way more willing to 100%-disassemble the complex assemblies because they can transfer the R & I part to the parts prepainted as the vehicle arrives. It is during this parts transfer process that the true magic occurs. It is during this preliminary reassembly process that technicians begin to see the missing, lost, broken, or damaged parts which are needed at reassembly. They can test bulbs or other components for function which may normally be caught after the repair is near completion.

Also, much of the time invested (possibly wasted, depending upon your perspective) bagging and tagging parts is largely unnecessary. The on-vehicle notes guide the visualization of the remaining repair processes to speed the body repairs, painting, and reassembly process.

The key to repair planning is, “Have you answered all the questions you can to ensure the need for a second supplement is eliminated or at least minimized?” If so, we can save time waiting for parts during reassembly and can improve overall hours per day working.

What are the Biggest Benefits of Using AI to Aid the Repair Planning Process?

Looking back, then, the key to this entire refined process is the AI estimate, which saves us time in assessing the damage, triaging the repair level for scheduling of advanced inspections or repairs, and ultimately helping us get the customers authorization to trigger the pre-order of the parts. Once these critical parts arrive, they can be prepainted and then parts can be transferred during repair planning. All these elements help minimize the question marks which may lead to a second, third, fourth, or more parts orders/supplements.

February 2025

39

fenderbender.com

STRATEGY

FINA NCE+OPER ATIONS

MAKE YOUR SHOP COMPLETE WITH FLEET

Fleet work can provide steady work — and revenue — if implemented properly.

By T O D D K O R T E M E I E R

PEOPLE TEND TO think of collision repair as a recession-proof industry, that short of something unprecedented — say, a global pandemic — there is nothing to stop people from driving. And the more people drive, the more they crash into each other.

But that’s not to say that a shop’s workflow is steady and constant. The reality, of course, is that there are ebbs and flows all the time.

Indeed, that’s one of the main challenges as a business owner, to smooth out those peaks and valleys as much as you can so the shop works as efficiently as possible. To this end, many shops have been turning to servicing fleet vehicles as a way to get a steadier, more predictable flow of work.

February 2025

“Our industry has always been an up-anddown roller coaster, regardless if you have direct repair programs or not,” says John Melenedez, owner of JDM Collision in Thornton, Illinois. “You know, everybody goes through a low, and I figured I would like to have something that we could always rely on, and not just do it, for instance, when we did get slow.”

There are many different kinds of fleet accounts shops can secure, each with their own intricacies and considerations. But, in general, what kinds of things can shops expect when making fleet work a part of their portfolio? Think more work, but also potentially more equipment and more training. With the right preparation, however, it can be a seamless transition.

40

Thinking about the future Anyone who has attended a talk from Mike Anderson in recent years will likely remember his advice — by way of hockey legend Wayne Gretzky — to skate to where the puck is going, not to where it has been. Melendez believes that fleet work is wide-open ice, and he’s maneuvered his shop in position to receive that pass. While on one hand Melendez believes there will be fewer accidents in the future due to the advancement of vehicle technology, other opportunities will be created.

“This younger generation is relying on Amazon to deliver their package, FedEx to deliver their package,” says Melendez, “And now, if you go into different dealers and

fenderbender.com

Use your existing resources

network with them directly, like, General Motors, they have a deal with Lyft. Well, one of those cars gets into an accident, they’re going to say, hey, send it to this shop.”

JDM Collision is one of the few shops in the country certified to work on GM’s new BrightDrop platform of electric trucks. In development for the past three and a half years, the platform already has commercial customers such as FedEx and Ryder. It’s expected to compete with the Rivian electric trucks in use by companies like Amazon.

“I feel that the medium duty platform is an untapped market share that can truly complement a shop that wants to stay in the industry but yet be able to have something that they could enhance their business and grow,” Melendez says.

Finding the work Bringing f leet work through the door is what Bob Gallant does every day. Gallant does marketing for Central Body Company, which has five locations across Iowa, Missouri, and Kansas. Central Body specializes in RV repair but also services f leets, such as repairing Rivian delivery vehicles.

Gallant says that he starts with insurance agents, building the word of mouth that the company is the go-to place for f leet or RV repairs.

“They may not go through the 800 number like a car would do, you know, call this

February 2025

number in case of an accident, they may do it a little bit differently, and usually it’s because they already know who we are, and so they call us direct, and then we just handle and repair from there,” Gallant says.

The question of finding fleet work also brings up the point that there is more fleet and commercial work out there than you may think. While most people think of delivery companies, there are countless large businesses with fleets of vehicles — think rental car companies, landscaping companies, pest control companies, and even city governments. The latter is one area Melendez has targeted, and the marketing couldn’t be easier. It comes down to being a good neighbor.

One of Melendez’s initiatives was to hand out flyers at a local retirement community offering the shop as a resource for any questions residents had about their vehicles as well as basic free services like topping off the air pressure in their tires.

Those things resonated throughout the community, Melendez says. That gets the shop more attention and an enhanced reputation to secure more fleet work.

“If you just do a little thing to show some empathy that you truly care about people, all the work comes from the surrounding town,” Melendez says. “They have their own fleets. They have their trucks. They have their dump trucks.

I mean, there’s so much there that a shop could capture if they stay in good standing.”

41

Like adding any new service, you have to see the ROI opportunity at some point; it doesn’t make sense to make a huge capital outlay without a reasonable way to see that money coming back. For Gallant, Central Body Company’s RV work already made it so working on large trucks was not much of an additional ask. They did have to acquire certification to work on Rivian delivery trucks (a distinct certification from those of Rivian passenger vehicles).

“Central is probably one of the most unique of most body shops in that we work on a little bit of everything,” Gallant says. “It doesn’t matter if it’s a dump truck or a trash truck, the frame machine is bigger, obviously, and just everything that we do is on a bigger scale, but the actual equipment is pretty much the same, and the processes stay the same.”

One of the ways to make f leet repairs make more financial sense is to utilize the space, equipment, and labor you already have. When Melendez was searching for a frame bench to suit his medium duty platform, he selected one — made by Celette of France—that was versatile, so he could repair passenger vehicles as well as medium duty vans and trucks. But at the same time, it’s uniquely suited to the repairs Melendez’s shop has targeted.

“This rack that I have in place is the only rack that they recognize to fix that type of platform, because it’s a true fixture bench,” Melendez says. “By doing that, this 14,000-pound rack that I have in place has the ability to do these bigger vehicles.”

Also consider your shop’s capacity. As Gallant notes, fleet customers often have the need for tight turnarounds on their repairs, as these vehicles are revenue generators.

These needs can be magnified at certain times of the year as well. When FenderBender spoke to Gallant, it was the heart of the holiday season, not only at the peak for deliveries but also combined with hazardous winter driving conditions in much of the country.

“These guys are on us to get it back quickly,” Gallant says. “Basically, at this time of the year, these people need these trucks very badly because they have so much to deliver.”

fenderbender.com

PREPARE FOR AND PASS YOUR ASE CERTIFICATION EXAM

GUARANTEED!

THANKS TO OUR TRAINING SUPPORTERS PLATINUM LEVEL

Motor Age Training offers the most complete and extensive collection of B-Series Collision Repair training guides available anywhere!

B2 - Paint & Refinishing Certification B3 - Non-Structural Analysis & Damage Repair B4 - Structural Analysis & Damage Repair B5 - Mechanical & Electrical Components Certification B6 - Damage Analysis & Estimating Certification *training guides available in a variety of formats

www.passthease.com

GOLD LEVEL

SILVER LEVEL

COLUMNS

COLLISION COURSE

The Hidden Epidemic in Body Shops

By opening a conversation about substance abuse, we can begin to break the cycle and create a healthier, more supportive workplace.

In recent years, much attention has been given to mental health within the body shop industry. We hear a lot about the importance of self-care, preventing burnout, and how to spot the signs of stress in employees. But there's an elephant in the room: the pervasive issue of alcohol and drug abuse in the workplace. If you think this problem isn't widespread, I would argue you're simply not facing reality.

While substance abuse is undeniably linked to mental health struggles, it's rarely discussed openly within our shops. Over the years, I've interacted with countless body shops and encountered employees and owners alike dealing with alcohol dependency or drug addictions.

Unfortunately, there's a troubling attitude that these issues are normal and even expected. The sad reality is that we need to talk about this problem more honestly — because it’s impacting lives and businesses every day.

Personal Struggles and Industrywide Issues Both my life and my shop have been deeply affected by our industry's toxic culture of substance abuse. As a woman who transitioned from the insurance industry, I was thrown into an environment that demanded not only technical knowledge but also earning the respect of a group of skilled technicians, many of whom were rough around the edges and initially resistant to my leadership.

The daily stress of working with insurance companies who didn’t always see eyeto-eye with me, combined with the pressures of running a business, led me to lean on alcohol. After a long day of putting out fires, a stiff drink seemed like an easy way to unwind and wash away the tension. But as time went on, I began to realize that alcohol was becoming my default response to stress.

The coping mechanism was no longer helping me, and it was slowly damaging both my life and my shop.

Thankfully, I was able to turn things around.

I found healthier ways to manage stress and focused on building a better relationship with my employees. But the bigger question remains: How many of our employees are dealing with their own substance abuse problems, and how are we as managers addressing them?

February 2025

Substance Abuse: A Hidden Epidemic When I began to really connect with my technicians and gain insight into other shops, I began to see a troubling trend. Painters, for instance, often turn to substances like cocaine or Adderall, thinking these “focus enhancers” help them do their jobs better. They claim they’re not addicted, that they only use these substances at work and never in their personal lives. But often, it’s a way to mask their underlying fears — that they’re not as good as the technician across the street, that they’re not fast enough, or that they lack the fine attention to detail required for the job.

Body technicians, on the other hand, tend to have a stronger relationship with alcohol.

I've found it's rare to find a technician who isn't dealing with some level of alcohol dependency. And unfortunately, depression also often plays a role. Technicians experience emotional highs and lows, which can contribute to a cycle of drinking to cope with both success and failure.

As a manager, understanding these issues and how to handle them is critical.

Substance abuse can have a devastating effect not just on the individuals involved, but on the whole team. Left unaddressed, it can create a toxic environment, leading to burnout, productivity loss, and even tragedy.

The Price of Ignorance This year, I experienced firsthand the heartbreaking consequences of ignoring the signs of addiction. One of my technicians, who had been instrumental in building my shop, lost his battle with addiction. He died by suicide, and the impact it had on his family, me personally, my employees, and the entire community was nothing short of devastating. At the time, I knew he had a drinking problem, but I was too naïve to recognize the signs of drug addiction or understand how deeply he was struggling.

I failed to see the warning signs — the erratic behavior, the mood swings, the increase in alcohol use. I didn’t grow up in an environment where addiction was common, so I misinterpreted his actions as simply difficult or high-drama behavior. I deeply regret not being more aware, not noticing the signs

43

sooner, and failing to offer him the help he so desperately needed.

I can’t change what happened, but I share this story to make a crucial point: if you find yourself struggling with addiction, it’s important to step back and evaluate what’s going on in your life. There’s no shame in admitting that you need help or that you need to step away from situations or even the job that is causing harm. Addiction, in any form, does more harm than good, and there’s never a justification for it.

What Managers Can Do As leaders, we have a responsibility to know our employees and recognize the signs of substance abuse. Don’t turn a blind eye to behaviors that may seem “normal,” “part of the job,” or “part of the shop culture.” We must learn to differentiate between erratic behavior that stems from addiction and the kind of “bad behavior” that’s just part of being human. Even if you’re not the one who can provide direct help, showing empathy and offering resources can make all the difference.

We must work together to create an environment where employees feel safe enough to seek help, where substance abuse is acknowledged and addressed, and where people are encouraged to find healthier ways to cope with the stressors of our demanding industry. We owe it to ourselves and to those we work with to tackle this issue head-on.

By opening the conversation about alcohol and addiction within our industry, we can begin to break the cycle and create a healthier, more supportive workplace for everyone involved.

TIFFANY MENEFEE

has more than 20 years experience in the insurance business and now runs a collision repair shop in El Paso, Texas.

EMAIL:

tiffanykaymenefee@gmail.com

ARCHIVE:

fenderbender.com/menefee

fenderbender.com

COLUMNS

DUE PROCESS

Reflect, Reset, and Rev Up for 2025

Establish clear, ambitious, yet achievable targets for the new year.

For many shop owners, the daily grind feels relentless—a never-ending hamster wheel of repairs, deadlines, and demands.

When consumed with the business' day-today operations, it’s easy to lose sight of the bigger picture. But as the new year ramps up, now’s the perfect time to pause, reflect, and set an intentional course for the year ahead.

2025 is your opportunity to try something different. By taking the time this month to honestly reflect on specific areas of your business and personal goals, you can establish clear, ambitious, yet achievable targets for the new year.

Why Reflecting on 2024 Matters A successful 2025 starts with a detailed breakdown of your 2024. Reflecting on your wins, challenges, and surprises can provide valuable insights to help you improve and grow this year. My recommendation would be to start by asking yourself the following questions to kick-start this reflection process: How did your 2024 numbers measure up?

• What were your total sales? If you don't know this number, stop! Then figure it out.

• How did sales compare to your gross profit? What about your net profit?

• Analyze your 2024 EBITDA (earnings before interest, taxes, depreciation, and amortization) and compare it to your net profit. Was there alignment or a gap?

What were your biggest victories? Did you expand your client base? Maybe you developed a new process or hit a financial milestone.

Celebrate those wins—they represent your strengths and the potential of your business.

What were your biggest misses? Every shop has areas that fall short of expectations.

Be honest about what didn’t work and why.

Identifying these gaps now will help drive easy solutions in the year ahead.

What was your biggest surprise? Think back to any unexpected events, be they positive or negative. Why didn’t you see them coming? More importantly, what plans can you set to reduce these surprises in 2025?

Set Your Course for 2025 Now that you have your insights from 2024,

February 2025

it’s time to refine your vision for 2025 by addressing key questions to guide your plan: What MUST be fixed in 2025? Is there an ongoing process or system that's holding your team back? Perhaps inefficiencies in scheduling, communication, or training? Prioritize these fixes to streamline operations. Be sure to start involving your team!

What WILL be new in 2025? Maybe it's a new service offering, upgraded equipment, or hiring additional staff. No matter how small, innovation will set you apart from the rest of your market.

What will be different about 2025? You can't expect new results with the same methods. Identify what behaviors, goals, or strategies must shift to achieve greater success and better alignment this year.

What’s the biggest risk to your plan? Every goal comes with risks. Be honest about what may derail your progress, and work to have a contingency plan.

Beyond 2025 — Envisioning 2027 Thinking ahead to 2027 may seem far off, but long-term planning is vital for sustainable growth and success. Consider these questions: What WILL be new in 2027? This could entail a major expansion, stepping into a new market, or becoming a recognized leader in your region. Dream big, but also ensure it's realistic.

What’s the biggest risk to your 2027 plan? Identifying future obstacles gives you the foresight and clarity to mitigate problems before they arise.

What does success look like in 2027? Define what success means for your shop and personal life—whether it’s financial freedom, a more balanced lifestyle, or running the shop of the future. Have it in writing.

Don’t Forget Non-financial Goals Success isn’t only measured by profit and loss. Achievements in mentorship, personal development, and overall well-being are just as important. Set one non-financial goal for your shop and one personal goal for 2025 and 2027. Whether it’s improved team morale or committing to a healthier work-life balance, these goals will sustain your drive beyond

44

financial milestones, and others will embrace helping you get there.

Break the Hamster Wheel Mentality As shop owners, one of the biggest challenges we face is the constant cycle of business demands. It’s easy to aim for nothing specific and end up disappointed. But it’s NOT too late to reset the approach. Adopting a calm, collected mindset and chipping away at a strategic plan can transform your business's trajectory.

“Where your attention goes, energy flows.”

This saying emphasizes the power of focus. If you direct your attention toward what growth and innovation look like for you, that energy trickles down to your entire team. Together, you can build a thriving, motivated workplace striving toward shared goals.

Embrace the Challenges That Come with Change The most successful shops aren’t just reacting to industry challenges—they’re planning their future with intention and confidence.

Take this month to reflect deeply, set ambitious goals, and create a roadmap not just for 2025 but for the years to come.

Remember, change doesn’t happen overnight, but it starts with the decision to try something different. Step away from the hamster wheel, focus on where you want to go and watch how your energy and effort shape the road ahead.

Define your vision, chip away at your plan, and make 2025 the year that changes everything. Here’s to your success!

D R E W B R YA N T has been the owner of DB Orlando

Collision since August 2011. A 20 group leader, indemand conference speaker, and award-winning shop owner, Bryant takes a nontraditional approach to process implementation, lean process development, and overall operational experience while remaining dedicated to his staff’s personal and professional development.

EMAIL:

drew@orlandocollision.com

ARCHIVE:

fenderbender.com/bryant

fenderbender.com

3M™ Clean Sanding System Less Dust.

More Efficiency.

The 3M™ Clean Sanding System is a complete sanding solution: Designed to reduce dust in the air from sanding for a cleaner workspace.

Helps shops boost productivity and efficiency by helping to reduce rework and cleanup time.

Compact and mobile. Designed for easy, flexible use around the shop.

Compatible with pneumatic and/or electric sanders.

Tech-friendly design including auto on/off, antistatic hose, rubber wheels, brake locks, and LED indicator lights.

For more information, visit 3M.com/CleanSandingSystem.

For additional information, including important safety and warranty information regarding 3M Automotive Aftermarket products, visit www.3Mcollision.com/info. Copyright 2024 by 3M. All rights reserved. 3M is trademarks of 3M Company.

TITAN ITAN TITAN

*

$94,500 FINANCING AVAILABLE - No Money Down & No Payments For 6 Months

• 20,000 CFM • 15hp 3-Phase Motor • 23 Inside Access Light Fixtures, Providing

The Best Lighting In The Industry • Four Door Frontal Upgrade With Full

Glass Vetrino Doors • LIVE™ Control Panel Upgrade • 1 Year Of

Accudraft LIV Included

is transforming the way collision repair shops operate by providing real-time analytics and insights into the performance of YOUR paint booth. Accudraft LIV offers substantial opportunities for cost savings with remote diagnostics, filter usage tracking and more. Additionally, the software can help optimize paint booth usage, reduce idle time and associated costs. These cost savings contribute directly to improved profitability. *Price good through March 31, 2025. Promotional Pricing shown for a standard 28 ft Titan, solid back configuration. Optional Upgrades are available at additional cost.

REFINISHING SOLUTIONS FOR EVERY SHOP SAIMA of North America Inc. | Randolph, New Jersey 07869 | 800.524.0340 info@accudraftpaintbooths.com | www.accudraftpaintbooths.com