FenderBender - October 2024

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BY JAY SICHT

Headed to

Celebrating the 5th anniversary of Hood Master in Nashville

The

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ARE YOU READY FOR THE SEMA SHOW?

Here are some suggestions to make the most of your week.

AS THE DAYS GROW SHORTER and the first leaves fall on the lawn, it’s still hard to believe it’s already that time of year to prepare for the SEMA Show. If there’s one constant in Las Vegas, it’s change. I’ve been many times (not every year in the beginning) since 2000, back when one could hail a taxi curbside at the Las Vegas Convention Center. It’s since grown to add another hall and total 4.6 million square feet. Fortunately, most of the collision repair-oriented training events and exhibits are centrally located in the upper South Hall. Part of a $600 million renovation is now complete on the South Hall, which includes a Grand Lobby between the North and Central halls with natural light (as is found in the newer West Hall). If you’re making the long walk between exhibits in the North and South Halls, there is now a climate-controlled interior concourse. Still, making the most of your time at the show requires careful planning and a good bit of strategy. To help you make the most of your time and travel investment, I humbly offer some suggestions. Pre-run the show by referring to our SEMA Show guide within this issue, which includes a training schedule for I-CAR and SCRS Repairer Driven Education sessions. Also, check out the semashow.com website, where you can map out the vendors you want to visit and their locations. Paper maps are available at the show, but the mobile app can not only guide you as you navigate the expansive halls and outdoor exhibits;

you can scan products in the New Products Showcase to get more information and find the manufacturers’ booths. To cover the most ground possible while you’re there, one must be strategic.

Still, it’s easy to regularly walk seven miles a day. Wear two pairs of comfortable and broken-in shoes and alternate them. It’s the desert, so don't forget to pack saline nasal spray and lip balm. It’s noisy inside the halls, so don’t forget a mint or chewing gum.

I hope to get the chance to say hello to many of you there. See you soon!

JAY SICHT EDITOR-IN-CHIEF jsicht@endeavorb2b.com

EDITORIAL

Chris Jones Group Editorial Director

Jay Sicht Editor-in-Chief

Abdulla Gaafarelkhalifa Associate Editor

Kacey Frederick Assistant Editor

Emily Kline Special Projects Editor

Leah Marxhausen Special Projects Editor

Drew Bryant Contributing Writer

Tiffany Menefee Contributing Writer

Greg Lobsiger Contributing Writer

Noah Brown Contributing Writer

Lindsey Gainer Contributing Writer

Todd Kortemeier Contributing Writer

Steve Trapp Contributing Writer

EDITORIAL ADVISORY BOARD

Jordan Beshears Steve’s Auto Body

Sheryl Driggers Collision Advice

Frank Rinaudo Industry Consultant

Jason Mundy Mundy’s Collision Center

Stan Medina Certified Collision Works

SALES

Chris Messer VP/Market Leader - Vehicle Repair Group

Andrew Johnson Associate Publisher ajohnson@endeavorb2b.com

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

Martha Severson Account Executive (National Accounts) mseverson@endeavorb2b.com

Kyle Shaw Account Executive (National Accounts) kshaw@endeavorb2b.com

Sean Thornton Account Executive (National Accounts) sthornton@endeavorb2b.com

Ryan McCanna Administrative Assistant

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

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CELEBRATING THE 5TH ANNIVERSARY OF HOOD MASTER IN NASHVILLE

THE LKQ REFINISH TEAM and the Collision Repair Education Foundation (CREF) recently celebrated the 5th anniversary of the Hood Master event in Nashville, Tennessee. This event has evolved from an industry painting challenge to a platform for co-hosting PiN Master, a student painting contest facilitated by CREF. It serves as a fundraiser to support collision repair programs that partner with CREF and has become a unique industry community event.

The Hood Master challenge is more than just a contest; it’s an exciting platform where painters and refinishers push the boundaries

of their creativity and unparalleled talent. Participants create artwork on mini car hoods, which are judged in person by a

panel of industry experts, hand-selected by sponsors. This year’s contest categories included airbrush, graphics, pinstripe, wild card, and online crowd favorite, with prizes totaling well over $26,000.

The first through third-place winners, along with the honorable mention winner, received prizes to help prepare for the start of their careers in the automotive industry. Prizes included tools and equipment donated by Hood Master sponsors and supporters of CREF.

The event took place at 5 p.m. on Thursday, August 29, at the Bell Tower in Nashville.

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Life in Color: Traci Fisher, won first place in the airbrush category.

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A HIGH CLIMB: PRESIDENT OF MOUNTAIN STATES COLLISION REPAIR ASSOCIATION DISCUSSES FUTURE OF THE NEW ORGANIZATION

Looking at a collision repair association in a large area taking its first steps.

By ABDULLA GAAFARELKHALIFA

THE OXFORD DEFINITION of an association is “an official group of people who have joined together for a particular purpose.”

There are many reasons why collision repairers would want to join. The industry is constantly evolving through technology, often lacking the training or educational tools to maintain success through these changes, and facing a shortage of young professionals entering the field.

Collision repair associations across the country help meet those needs.

FenderBender had the chance to speak to Megan Mueller, the founder of the Mountain States Collision Repair Association (MSCRA) as well as the president for their board. She

is also the co-owner of Ozzie’s Body Shop in Loveland, Colorado. She shared insights into the formation and vision of the association.

Formation

The MSCRA was officially founded over a year ago. Initially, it was the idea of a few current board members who laid the groundwork. The association opened its doors to potential members about four months ago, aiming to support the collision repair industry in Colorado and Utah.

“We want to offer support to people in the collision industry both in the state of Colorado and the state of Utah right now,” Mueller said. The association aims to foster a community where members can share experiences and learn from each other.

“We’re still in our baby steps, for sure, but we’re super excited to see where it goes,” she added. The goal is to create a robust network of collision repair professionals who can collaborate and support each other.

“It’s been a grassroots effort, and we’re grateful for the support we’ve received so far.”

Expansion Plans

The association is considering expanding to Idaho and Wyoming, Mueller said. “We have some extremely rural shops that are really far away from technology and from dealers,” Mueller explained. The association aims to bridge this gap by offering resources and education to these remote locations.

“With the ability to hold monthly Zoom meetings, we can provide educational content to members regardless of their location,” she said. This approach allows the association to offer valuable resources to shops that may not have access to in-person training and support.

Challenges and Solutions

One of the significant challenges faced by the association is the diverse needs of shops in densely populated cities versus those in rural areas. “We want to provide education that can be used by

everybody,” she said. The association aims to connect rural shops with the right resources to help them perform proper and safe repairs.

After being open to membership for only four months, as of August 22, MSCRA has a member count of 31.

“I love the idea of there being a community of people that everybody can reach out to within their state or within the two states,” she said. Granted, it can be hard for repairers separated by the rural/urban divide.

“Performing proper and safe repairs is more of a challenge in rural areas where you don’t have the resources,” Mueller said. The association aims to provide these shops with the tools and knowledge they need to succeed.

During the MSCRA infancy, the organization has had many industry heads be featured in their monthly meetings and speak on important topics such as:

Danny Gredinberg with the DEG (Database Enhancement Gateway) and Collision Advice about the DEG and Repair Planning.

Sam and Richard Valenzuela with National Autobody Research, Billable Genie, and Labor Rate Hero about inflation, market approvals, market rates, etc.

Erin Solis with the Society of Collision Repair Specialists and Square One Coyote Vision Group about post repair inspections.

As of August, Mueller shared that she plans to have Greg Peeters with Car ADAS and Keith Egan with Betag North America.

Running an auto body association can still come with challenges despite having numbers comparable to a single state auto body association. In the far future, Mueller would like to see each state represented in chapters under the MSCRA.

Previous Associations

Mueller addressed the challenges previous collision repair associations in Colorado and Utah faced.

“One of the main things I heard from other people was that getting support is crucial,”

she said. “It’s a lot of work to run an association, so having the support is a huge thing.”

“They would get together and complain about what was wrong with the industry rather than putting resources in front of people to meet those challenges,” she explained. “We want to be 100% positive and solution-focused.”

The Utah Auto Body Association website is offline, and their Facebook shows that their last post came in 2021. The only existing state association in Colorado was Automotive Service Association (ASA) Colorado, but as Mueller explained, it’s more mechanically oriented.

“We didn’t want to reinvent the wheel,” Mueller said. “We have all these other associations that are incredible, and we can learn from them.”

Personal Journey

Mueller shared her personal journey in the collision repair industry. Growing up in her family’s shop, Ozzie’s Body Shop, she developed a deep passion for the industry. Despite

her father’s initial reluctance, Mueller eventually took over the business and has been instrumental in its growth and success.

“I grew up at the shop, running around cleaning in the summers,” she recalled. “I really wanted to be involved in the industry.”

Mueller’s journey is a testament to her dedication and hard work. She left her career as a dental hygienist to join the family business full-time in 2017. Since then, she has been focused on growing the business and adapting to the rapidly changing industry.

“My dad is one of my best friends, and he’s always called me the boy of his three girls,” she said. “He’s been incredibly supportive and has helped me navigate the challenges of the industry.” It’s no wonder why support access is important to Mueller.

“None of us have to feel alone in this industry anymore,” she said. “I want to say a huge thank you to everybody that’s been involved with helping all of us get the Mountain States Collision Repair Association going.”

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REGISTRATION OPEN FOR 2024 MSO SYMPOSIUM

Registration for the 13th annual MSO Symposium is now open, according to a news release.

The event, tailored for multi-shop operators of all sizes, independent collision repair facility owners, and their business partners, will be held on Monday, November 4, in Las Vegas, just before the start of SEMA/AAPEX.

The one-day conference will commence at 9 a.m. PT with a light breakfast, followed by numerous networking breaks throughout the day.

“The camaraderie in our industry is appreciated and it leads to ongoing improvement for our customers and the market,” said advisory board member Mike DeFrancesco, vice president of strategic accounts at CollisionRight. “I value hearing from and speaking with my peers regarding what’s working and the challenges we face.”

The 2024 event will feature presentations and panel discussions on

various topics, including the economy, consolidation trends, AI influences, data breach concerns, and future industry outlooks. Attendees will also have the chance to network during a plated luncheon, an afternoon break, and a post-event reception from 5 to 7 p.m.

“The MSO Symposium’s uniqueness has made the conference a staple for owners, managers, and executives leading collision repair facilities in the North American market,” said Roy Schnepper, owner of Butler’s Collision in Michigan, highlighting the symposium’s significance.

Interested parties are encouraged to register their teams promptly, as seating is limited and early registration discounts are available for a limited time. Please note that this is a closed meeting with specific attendance requirements.

For more information and to access early registration rates, visit the MSO Symposium’s website at msosymposium. com/register. Media personnel and equipment or service providers may attend, but space is limited.

For registration inquiries, contact Jennie Lepore or Brian Nessen, or visit msosymposium.com.

QCG EXPANDS IN TEXAS WITH HANCE’S UPTOWN COLLISION CENTER

Quality Collision Group announced the acquisition of Hance’s Uptown Collision Center, according to a news release. Serving Plano, Richardson, Allen, McKinney, Frisco, and surrounding areas since 1955, Hance’s is renowned for luxury auto body repair, specializing in brands like Tesla, BMW, and Mercedes.

Owner Rob Mays purchased the collision repair landmark with his family in 1995, 40 years after it opened its doors. With ASE and I-CAR Gold accreditations and multiple OEM certifications — including Tesla, Ford/Lincoln, Nissan/Infiniti, FCA and Kia/Hyundai — Hance’s consistently earns the trust of vehicle owners by ensuring repairs are done with manufacturerapproved parts and procedures.

“We are thrilled to welcome Hance’s to Quality Collision Group,” said Matt Robbins, COO of Quality Collision Group. “Rob and his team have set a high standard for collision repair in Texas, perfectly aligning with our commitment to quality and OEM excellence.”

For nearly thirty years, owner Rob Mays—a self-described ‘life-long car guy’—has upheld the traditions and values of the storied Hance name. Today, the shop offers a full range of services, from collision and auto body restoration to paint refinishing and unibody repair.

“Becoming part of Quality Collision Group is an exciting development for

MSO SYMPOSIUM GRAPHIC

us,” said Mays. “With their expanding network and operational expertise, the Hance’s team is well-positioned to continue delivering exceptional results for our clients.”

PSE GROUP ACQUIRES RMS PRO FINISHES OF WEST VIRGINIA

PSE Group has acquired RMS Pro Finishes, a provider of high-quality automotive refinish and associated products.

This acquisition marks PSE Group’s continued expansion efforts in the United States.

“We are thrilled to welcome RMS Pro Finishes into the PSE Group family of companies. This acquisition represents our commitment to strategic partnerships that further enhance our offerings and expand our service geography,” said Patrick Mayette, president and CEO of PSE Group.

Founded in 1981 and headquartered in Charleston, W.Va., RMS Pro Finishes is the leading multi-location automotive refinish coatings distributor for the tri-states of West Virginia, Ohio, and Kentucky. The company’s commitment to quality and customer satisfaction aligns with PSE Group’s focus on being the best coatings solutions provider in the United States.

“Partnering with PSE Group opens many new and exciting opportunities for RMS Pro Finishes,” said Terry Midkiff, president of RMS Pro Finishes. “We look forward to enhancing our serviceability to our customers with additional tools and resources available through PSE Group. This was certainly a great fit for all RMS employees.”

With this acquisition, PSE Group enters its 16th state, further expanding its footprint in the automotive refinish segment and opening growth opportunities in specialty coatings.

PARTSTRADER APPOINTS NEW CFO

PartsTrader, a Chicago-based leader in automotive parts procurement solutions, today announced the appointment of Kyle Schmitt as Group Chief Financial Officer (CFO).

In this key executive role, Schmitt will be responsible for steering PartsTrader’s financial strategy and operations, with a focus on driving growth and enhancing profitability. His proven track record in strategic planning and execution will be instrumental in guiding PartsTrader through its next phase of expansion.

Schmitt shared his enthusiasm about his new role, stating, “I have witnessed firsthand the incredible potential and dedication of our team. I look forward to continuing my contributions to the growth and success of PartsTrader and helping to drive our mission forward.”

Schmitt, who previously served as Chief Strategy Officer at PartsTrader, brings over 15 years of global experience in both finance and SaaS operations with executive roles in investment banking, financial institutions, M&A (London), property & casualty auto claims, insurtech and autotech.

“We are thrilled to welcome Kyle to the role of Chief Financial Officer,” said PartsTrader CEO Steve Messenger, “Kyle’s extensive experience and strategic insights have already made a significant impact on our organization. We are confident that his leadership will further strengthen our financial operations and contribute to our long-term success.”

AXALTA FORMER OWNER CARLYLE BUYS WORLDPAC FROM ADVANCE

Global investment firm The Carlyle Group, which purchased Axalta Coating Systems in 2013 and later took it public, has agreed

to purchase automotive parts wholesale distributor Worldpac, Inc., from Advance Auto Parts, Inc. The $1.5 billion cash transaction is expected to close before the end of the year.

Worldpac generated approximately $2.1 billion in revenue and approximately $100 million in EBITDA over the last twelve months at the end of the second quarter of 2024.

“We are pleased to announce the sale of the Worldpac business,” said Shane O’Kelly, president and chief executive officer in a press release. “The sale enables our team to sharpen their focus on decisive actions to turn around the Advance blended box business. Proceeds from the transaction will provide greater financial flexibility as we continue our strategic and operational review to improve the productivity of the company’s remaining assets and better position the company for future growth and value creation. On behalf of everyone at Advance, I would like to thank the more than 5,000 Worldpac team members for their dedication over the last ten years.”

“We are excited to partner with Worldpac, a great business operating in attractive markets,” said Wes Bieligk, a partner, and Katherine Barasch, a senior member of Carlyle’s Global Industrials investing team. “Our proven track record in executing complex carve-outs position us uniquely to support Worldpac and its team as an independent company.”

According to the release, Carlyle’s investment in Worldpac builds on the firm’s extensive carve-out experience in the Industrials sector, having invested $13 billion in industrial carve-outs over the past two decades, including in such companies as Nouryon, Atotech, Signode, and Allison Transmission.

Carylyle acquired Axalta, formerly known as DuPont Performance Coatings, in February 2013 and took the company public in late 2014.

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The need to perform ADAS calibrations continues to grow. However, this year’s respondents reported a very slight loss in the percentage saying they do in-house calibrations.

Despite the decrease, the percentage of surveyors reporting that they perform ADAS calibrations in-house is still significantly higher than the 2021 survey, which was only 21%.

In this year’s survey, 84% of surveyors who said “no” say they either sublet or use a mobile service for ADAS calibrations.

CHESKY_W

SHANNON’S AUTO BODY

By Abdulla Gaafarelkhalifa

Photos Courtesy SHANNON’S AUTO BODY, SPANESI

When you think of greater Minnesota, what comes to mind? Snow, recreational vehicles, people camping in motor homes, perhaps the accent from the movie “Fargo?” Well, the repairers at Shannon’s Auto Body would say, “Yeah! That’s about right.” They built their shop for standard cars like sedans, SUVs, and minivans back in 1996. However, their location has another set of demands, as it is a popular destination for campers who want to visit with their big and bulky motor homes or drive in with a boat strapped to their trailer. So, in a sense, they do it all.

ADAPTING FOR ADAS

In the last decade or so, they’ve been doing less and less work on recreational vehicles because the demands of being a normal day-to-day collision repairer for standard vehicles has required more of their production space. They needed to add more equipment for ADAS calibrations and diagnostics.

“Not everything is just hammering stuff out anymore,” explained General Manager Josh Shaw.

The space may have disappeared, but not the demand. That’s why in July 2023, they opened a new location devoted to collision repair, while their original location is devoted to recreational vehicles.

“So now, instead of referring that work out, we can capture more in-house,” Shannon Christian, owner of Shannon’s Auto Body, told FenderBender. “And now that we’re doing it, we’re getting outside work beyond our own customers that we previously had.”

“TESLA TRAFFIC IS ONLY ON THE WEEKENDS”

Continuing to serve the community with their recreational needs is quite lucrative because it’s the work is less complicated than it is for standard vehicles.

“I would just say the amount of electronics in the new [passenger] vehicles versus at least on the boat side is very

limited and most of that is aftermarket addon,” Shaw said.

The shop that’s dedicated to recreational vehicles will become more useful as the shop prepares to take on EVs, although that might be a while. You might find more albino squirrels than Teslas in greater Minnesota.

“For us, the Tesla traffic is only on the weekends,” Shaw said. “Once September hits, you may not see another Tesla appear for a month or two. We’re trying to stay with where our customer base is.”

But we’re not here to talk about boating or RVing. Summertime is over, kids. Instead of gazing at the lakes and trees, gaze upon the clean white floors, equipped with a Spanesi side-loading system for the prep station and spray booth, also from Spanesi.

“They make it a heck of a lot easier to move the cars around,” Shaw said.

This feature is not common in a typical American auto body shop, but make no mistake, Shannon’s prides itself on being meticulous about certifications, equipment, and tools.

“COMMUNITY FIRST”

“Based on what the OEM requirements are, after we started pursuing a lot of certifications, a lot of our equipment decisions are now based on the manufacturer,” Shaw explained. “It doesn’t pay to buy a piece of equipment that you can’t actually use or isn’t going to give a certified repair.”

“The industry is changing fast,” Christian said, even for a place where it seems that time is moving slowly.

The changing industry in the rural area makes Shannon’s proud to be working with no DRPs. “[This] allows us the freedom to just truly work for the customer and fix the car the right way,” Shaw said.

“We’re a family-owned business serving our community,” Christian said. “We put our community first.”

The Importance of Checklists

Prevent safety issues for every vehicle that leaves your shop and improve profitability at the same time.

Over the years, I have made probably 30 10-day long fishing trips to Canada with family and friends. Each trip always comes with much preparation and excitement. For most of us, planning for our vacations is usually half the fun of the trip. After so many of these trips, I pretty much know what equipment, clothes and supplies to take. The trouble is, if I forget just one crucial item, it could ruin my week, as we go to very remote locations and I can’t just hop in the truck and run to town. The way I prevented forgetting anything was by creating a list of items to take. These items ranged from a passport, plenty of socks, fishing tackle, or how about even a black marker and tape to label the fish we bring home? “What does the even have to do with collision repair?” you ask. Please keep reading.

In the past year, I have flown on a commercial airplane several times. Has everything gone just perfectly each time? Well, no, but I always arrived at my desired destination and most importantly, safely. From 1968 to 1977, airplane passenger boardings resulted in 1 fatality out of every 350,000. From 2008 to 2017, the numbers improved to 1 in every 7,900,000. Even better yet, in 2018 to 2022 it’s 1 in every 13,700,000. Obviously, air travel has become much safer over the years. Otherwise, air travel since 2022 has become 39 times safer than back in 1968. FYI: Currently, we are 48 times more likely to get injured in a car accident than on a commercial airplane.

Obviously, technology has helped improve air safety, but there is also another seemingly small but crucial underlying factor. For most folks who have flown in an airplane with a window seat, you have probably observed the pilot outside walking around the airplane. If you are anything like me, I have asked myself, “What all is he/she even looking at?” Well, the pilot is inspecting the nose cone, landing gear, wings, flaps, engines, tail section for any damage, and more. Most commercial city hopper planes are flown multiple times per day and therefore have visual inspections multiple times per day. These inspections seem very redundant, along with a waste of time and money, right?? Ha-ha well, whether it be you or me on that next flight, that airplane had better have been inspected before taking off, EVERYTIME!!!!

Before pilots take off in an airplane, they are following a preflight check, which includes an exterior visual inspection. In layman’s terms, it’s a “checklist.” Similarly, in hospitals before the first incision is made

on a patient undergoing a surgery, a surgical safety checklist is to be followed. It might include things like:

A. Have all team members introduce themselves by name and role.

B. Does the patient have any allergies?

C. Is it the right or left leg?

D. Has an antibiotic been administered?

E. What is the anticipated blood loss?

F. Do we have ample blood available?

Whether we are piloting an airplane with 350 souls on board, performing an open-heart surgery on a patient, or repairing a vehicle that has been involved in a collision, following a checklist is crucial.

As collision repairers, we are ultimately responsible for the safety of the passengers in every vehicle we repair. Not only are we responsible for the SRS components and structural integrity of the vehicle after pulling/welding, but have we done the basic checks of door and hood latches or that the lug nuts were tightened?!

By following checklists, we can prevent safety issues for every vehicle that leaves our shops. But we can even improve profitability by lowering our costs.

Every day in nearly every shop across the country, at least one vehicle in the build department must stop for some type of problem. Either we missed a broken part, missed damage, received a left foglamp instead of a right, a new mirror cap wasn’t painted, etc. These costs are nearly incalculable.

Many problems can be fixed just by following a simple checklist. You can very easily create your own and they can even be by departments.

Here are just a few examples of a car entering the body department:

A. Pull car and parts into correct bay.

B. Review estimate and repair procedures.

C. Complete measuring & pulling if required.

D. Complete all mechanical work etc.

E. Take photos of all body work etc.

You get my point here. Checklists are applicable to every department and crucial to preventing firefighting & chaos. FYI: 80% of all plane crashes are from pilot error!! This is no different for collision shops and employee errors.

Here is a great book on this subject that I would highly recommend: “The Checklist Manifesto How to get things right,” by Dr. Atul Gawande.

GREG LOBSIGER

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

EMAIL: greg@lorensbodyshop.com

ARCHIVE: fenderbender.com/lobsiger

As vehicle technology continues to advance, the need for capable technicians and tools has never been more important.

Photos Courtesy of Stan Medina

Jay Sicht

LIGHTWEIGHT MATERIALS, sensitive calibrations, and OEM repair procedures all mean today's vehicles need more care than ever in how they're repaired.

Keeping pace with the technology requirements for tools, equipment, and technician training continues to be a concern for those who responded to our 2024 FenderBender Industry Survey.

“This is a specialized business. We don’t repair vehicles the way we used to. Just because a body shop exists, it doesn’t make them able to repair a vehicle properly,” answered one respondent to the question “What’s the biggest misconception about the collision repair industry?” “Certifications, training, and equipment are necessary to repair a vehicle correctly, and not everyone is willing to invest in their business like others. So, not just every shop is going to give the same quality of repairs.”

TECHNICIANS

The technician shortage was cited as the greatest challenge – 36% of survey respondents – facing collision repair shop operators. “I find that the general public doesn't realize how technical repairs are,” noted one survey respondent, “not to mention the amount of knowledge and tools the techs need to have.”

Stan Medina, owner of Certified Collision Works in Corpus Christi, Texas, and a member of the FenderBender editorial advisor board, focuses on repairs that don’t require major structural repairs. So, he’s been able to grow his staff of six in part through apprenticeships. He also coaches fellow shop

owners, specializing in those getting a start in the business.

“Usually what I tell guys, especially those who are just getting started, is if you're going to hire a helper, don't expect to hire someone who knows how to paint already or knows how to do body work,” he says.

He says ads on Indeed.com for apprenticeships work well, and to have the greatest chance of success, he advises hiring younger applicants, say, age 18 to 25, and give them a structured timeline of activities for them to complete as they learn new skills as a helper. Otherwise, they may stand around waiting for instructions.

TOOLS AND EQUIPMENT

The majority of survey respondents, 61%, reported they have an annual budget for equipment. Don Putney, president of Collision Equipment Experts in Elgin, Illinois, advises shop owners and operators to look ahead when planning their equipment needs.

“You need to look at not only what you are fixing now, but what you are fixing in the future.”

Spray booths

Spray booths are just one example. “Last mile delivery” vehicles are becoming more prevalent, and they require taller and longer booths.

“I'm doing more 30 foot and 32-foot-long booths,” he says. “Because if you get a Sprinter van in there, it chews up 28 feet really fast.”

If an owner or operator is looking toward OEM certification, some of those also require taller spray booths, Putney says, and if one is not in the shop, a sublet provider must be specified who has one.

Smart control panels and LED lighting are trends that can pay off with less maintenance, he notes.

COLLISION REPAIR AT A GLANCE

EV Repairable Claims

EV repairable claims reached a record 2.26% of all claims in the first quarter of 2024, with a total loss rate of 9.93%, similar to the 9.51% rate for vehicles with internal combustion engines.

Drivers on the Road

A projected 243.3 million drivers were on the road in 2023 after an all-time high of 232.7 million in 2021.

Source: Mitchell International

The Rising Cost of Insurance

As of April, the consumer price index for motor vehicle insurance increased 22.6% from 2023 and 41.8% since April 2022.

41.7% in Two Years

Length of Rental

In Q4 2023, a decrease of one day from Q4 2022

40% 243.3 Million 75%

17.7 Days

Source: Collision Advice and the Federal Highway Administration

Total Loss Frequency

Year-over-year through May, total loss % has increased 1.6% for all loss categories and 1.5% for non-comprehensive.

21%

Source: CCC Crash Course Report

Total Loss Processing

The percentage of shops regularly paid for total loss processing by the eight largest U.S. insurers is increasing.

“An LED light tube lasts 15 years, but a ballast will last a year or two,” he says, so look for a spray booth with ballast-free LED lighting.

The reporting capabilities of smart control panels do allow for operators to monitor the number of booth cycles they can push through, but for Putney, the big advantage is the ability to monitor their performance and minimize downtime.

“If there's failure code if something happens, you know rather than having to wait for a service tech. It will tell you what the issues are. The fault code 1 or whatever is, would indicate my prefilters might be plugged. Now, you can pull your prefilters out and put new ones in rather than having to call a service technician and wait for him to get there to pull your filters out.

So to me, that’s more important than the number of booth cycles I’m getting through. But different shop operators are going to have different feelings on that.”

When looking at purchasing a new booth, operators need to consider what their needs are so they can select a booth with a spray zone with the airflow optimized to their needs. For downdraft booths from most companies, there are options for the size of the pit: single-row, two-row, and three-row.

“Each of them has a different application, and more and more I'm seeing people paint parts off a car. And if you do that, you want to have your parts in the spray zone, which means where the pit is. So, if you're doing a lot of parts-off painting, you should have a three-row pit, or at a minimum a two-row pit so that you have room to have all those parts on the pit.”

A longer booth also makes sense to provide more room to paint parts off the car, he says.

“So, I tell people 27/28 foot at a minimum.”

The narrower the pit, the higher is the air velocity, which allows for benefits such as quicker through-cure, Putney explains.

But outside of the pit area, the airspeed is lower and results in dirtier paint jobs. It follows that a shop painting only vehicles and no parts would best use a single-row pit, and the two-row pit is best for a shop doing a lot of complete vehicles and some loose parts.

“Also talk to the distributor who’s going to install the booth and service the booth. Find a distributor who can help you find the right equipment for you and help you find the right location for installation.”

Aluminum Repair

A slight increase from the 2023 survey, to 83%, of 2024 survey respondents reported having the capability and equipment to repair aluminum components. Putney says pulse MIG/MAG welders set up for aluminum, steel, and silicon bronze welding remain most popular.

“They’re a smart welder; that makes it nice. The biggest thing is I tell people look for something that has dual pulse, because more and more as we weld aluminum, dual pulse works better than single pulse does.”

It’s important to buy from a distributor who can assist with training how to set up and adjust the welder is important, Putney advises.

Smart spot welders, which help set up test welds to ensure proper penetration, are the trend.

“But there are new features now such as when you put the arm in, it automatically senses all the arms. You don’t have to tell it which arm you have on. Some of them will automatically do the water jacket so you’re not having to mess with separate water lines and stuff like that. To be brand-specific for GYS and Chief, the boom is actually adjustable and goes up and down. So if you’re working on a rocker panel, you lower that boom way down. Or if you’re doing a windshield up on a frame rack, you can raise that boom way up high.

An Organized Workplace Stan Medina says his shop is fully equipped at the moment and the shop has a focus on organization, helping smooth operations but also to enhance its “show-ready” public image.

So there are some nice features now that some of the other manufacturers are coming out with.”

For dent pulling, drawn arc technology using keys is a popular trend, Putney says.

With earlier technology, screw-on eyelets welded to the panel required a ¾” gap between each stud.

“So, you didn’t pull that dent out 100%. Well, now with drawn arc capabilities and with keys, you can put one right up against another and pull that whole dent out a lot better.”

The drawn arc technology uses an argon shielding gas, places the key then slightly retracts it to create an arc to weld the key directly to the panel.

“The nice thing is then when you’re done, you can twist it and pull it off, and then you can reuse that key again.”

The percentage of survey respondents reporting no OEM certification programs rose a couple points this year to 46.52%. One respondent gave his reason for not renewing those programs:

“We did have several of them, but we had zero ROI. Now, there are third-party companies that we source our info from. All of it comes straight from the OEM and it’s a tenth of the cost.”

Others reported they needed to direct their marketing more to leverage the brand recognition and other advantages of an OEM certification program.

For those considering a particular program, Putney advises to carefully examine their equipment requirements.

Some European manufacturers allow only certain welders,” he says. “And sometimes, you have to buy it through their program; you can’t buy it locally.”

For example, Putney sells a welder that is practically identical to the one specified for the Audi-certified program.

“But even though it’s the exact same spot welder, it’s not gray and it doesn’t have a VAS part number on it.

TECHNOLOGY & TOOLS

Insights from the 2024 FenderBender Industry Survey Report

The tools and equipment needed to repair today’s vehicles have become as high-tech as they have. We asked survey respondents to evaluate how these tools and equipment fit in their budget.

Budgeting

Asked what percentage of their annual revenue is reserved for

tool, and equipment purchases, a majority said they

ADAS CALIBRATIONS

perform

How many OEM scan tools does your business own?

Does your shop utilize a third-party service for scanning services? Does your business have challenges being reimbursed for diagnostic scans?

OTHER TECHNOLOGY

The number of shops able to repair aluminum components has jumped by nearly 20% while carbon fiber is up 6%.

Does your business have the capability and equipment to repair aluminum components?

Does your business have the capability and equipment to repair advanced structural composites or carbon fiber components?

Does your business use an OEMapproved refinishing system?

of

is used in your shop(s)?

TECHNOLOGY TRENDS

So it’s important to research the vehicles you’re going to fix.”

Glue Pull Repair

With the increase in thinner materials, high strength steels, and aluminum, it’s probably no surprise that Putney reports glue pulling is probably the hottest thing out there,” in part due to the high-strength glues available.

“We had a car on a frame rack on which we were pulling the rocker panel with the frame machine. And we had to anchor it because the car was sliding. If you follow the process, it works well.”

It eliminates the majority of weld-on attachments needed, such as pins, studs, and wiggle wire, Putney says, and results in a higher quality repair.

“And it’s an easier repair for the technicians. It’s easier to see [the progress of removing the dent] because it's easier to see it on paint than bare metals. So I would tell anybody who’s out there looking for their equipment budget to include this.”

ADAS

Respondents to our 2024 survey reported a few percent fewer (28%) doing advanced driver assistance system (ADAS) calibrations in-house. Those who said “no” reported either

delivering the vehicle to a sublet provider or using a mobile service.

Putney has decided not to sell ADAS calibration systems. He says he has concerns about liability, partly from his current experience in performing audits and inspections for OEC.

“My opinion on ADAS is that the OEMs are still going to ask for them to be done by a certified Ford, GM, or whomever facility.”

For shops performing calibrations inhouse, he’s seen inexperienced staff such as detailers pressed into service to double as calibration technicians, which raises questions for him about their competency and safety. And for mobile providers, he doesn’t see many shop environments that are prepared for ADAS calibrations.

“Most of these shops don't have the right lighting, the right level floor, and all that, and I just see that as an issue until more things done.”

He’s also concerned about talk of some OEMs talking of dynamic or self-calibration in the future.

INVESTING IN THE FUTURE

Medina says he doesn’t plan any capital equipment purchases in the coming year. But he, too, coaches shop operators to take a

Production-Ready

Production boards keep operations running smoothly at Certified Collision Repair.

hard look at the return on investment before committing to a purchase of, say, six figures’ worth of structural measuring, holding, and pulling equipment. And before they do, he also advises them to first build a banking relationship and establish a credit history of responsibly paying for purchases of increasing value.

He has added more parts carts and LED lighting to present his best image when he’s posting on social media.

“One thing that we kind of pride ourselves on is really having an organized shop. So we're investing in more of a social mediaappearing shop. The shop looks cool. The shop looks trendy.”

THE INDUSTRY OUTLOOK

“A lot of things I read and talk with other shop owners about is fear that the industry is not progressing and is stagnant,” wrote another survey respondent. “But our shop has continued to remain very profitable, growing by 15-20% year over year, even into our 4th generation and over 75 years in business.

“We continue to stay up to date on current tooling, training, and whatever is needed to remain relevant. That is vital in today’s collision repair industry, and shops not willing to do so will fall behind and have to close down, but shops that are willing to stay up to date can thrive.”

See it at our booth #31017 upstairs, South Hall

The liner reimagined.

SATA is introducing a liner cup system into the market, with one decisive advantage: when used with SATA spray guns, there is no need for an adapter.

Favorable center of gravity, easier cleaning, and lower weight.

Particle free premium strainers that click into the lid before painting.

Lids offer a quadruple bayonet safety system that show at a glance whether all tabs are locked in place.

Hard cup, liner and lid are made with high quality materials.

Complete and detailed scale system with an upside-down scale showing remaining quantity during painting.

LCS: .40 liter, .65 liter, .85 liter

FenderBender’s

SHOW PREVIEW

In 2023, the SEMA Show came back with a vengeance, reaching a record attendance of 2,200 exhibitors and approximately 160,000 attendees. In 2024, thousands of vendors, hot rodders, and enthusiasts will again travel to the Las Vegas Convention for SEMA’s 57th show, November 5 to November 8.

Where else can collision repairer shop owners, managers, and technicians check out the latest product innovations, catch up on the latest education,

and experience the latest custom vehicle trends? Get a first look at the cutting-edge technology in action on the show floor.

The SEMA Show floor is massive, so FenderBender is here to guide you through this year’s highlights. The 2024 SEMA Preview highlights available educational seminars and featured vendors. All show information is subject to change, so please visit semashow.com for all updates and information.

SHOW PREVIEW

New Products Showcase PREVIEW

The SEMA Show New Products Showcase, located in the North Hall, is the world’s largest display of new automotive aftermarket products. It is the top buyer and media destination at the show, featuring thousands of the hottest products in the industry.

Use the SEMA Show mobile app’s “Product Scanner” feature to scan and download product photos and exhibitor information that will remain on your SEMA Show app long after the 2024 show has ended.

By

The Numbers

Buyers At The Show

How It Works

Browse Products

Take a look around the showcase to view products you have heard of but never seen, and discover products new to you.

Scan Products

Either scan products using the SEMA Show’s app or a provided scanner to acquire information.

Capture Product Information

Access production descriptions, images and exhibitor booth numbers through the app or through printouts.

For more information on what exhibitors and products will be showcased, visit semashow.com

SHOW PREVIEW

PREVIEW

the show, we'll be able to reach more people and educate them on all the great things that our industry does. At the same time, live streaming will be an awareness campaign, where people will start to come to the show in even greater numbers. It's going to increase the value of what we're doing on-site as well.

We’ve also added a few new events. One of them is going to be an industry night and have a concert attached to it. It’s going to allow people an opportunity to gather and network. The bands that we have lined up for that are the Goo Goo Dolls, O.A.R., and Reignwolf.

FB: The quote: “The more voices we have, the more SEMA can do to protect your freedom and our passion,” is posted on SEMA’s website. Can you tell me how this message is incorporated into the SEMA Show?

TG: There are regulations right now in different states and at different levels of our government that feel like electric vehicles must be mandated.

SEMA believes that electric vehicles are an answer but doesn't feel like they're the only answer. There's incredible innovation happening in different areas of the industry with synthetic fuels and other forms of propulsion right now. We feel that the marketplace is smart enough to decide what's going to be best for their needs. We're able to showcase these innovations in our FutureTech Studio area at the show.

We'll also have good representation from our team in Washington, D.C., at the show. There will be opportunities where you can connect with that group or even within groups like I-CAR and CREF (Collision Repair Education Foundation) that do similar things. You'll be able to feel part of a community that is making

sure that all the voices and options are heard and be able to participate in that firsthand.

FB: What do you hope attendees' main takeaways from this year's show will be?

TG: I would say community would be a big one. When you walk through the Upper South Hall —which is our collision repair and school section — you’ll feel that community. It's just incredible that we have these people who have worked together for years and years, and they have new jobs, and they're maintaining relationships throughout their whole career.

I would also say the innovative products that we have. All the new tech and new ways to do things. When you come to the show, and then you bring what you discovered back to work. The products and processes are cutting-edge and will assist you in selecting better products for your end user, and your customer.

The third thing is being able to educate yourself in the industry. We've got a lot of different education sessions. There are a lot of different tracks and there are some specifically geared to the collision repair industry that are hosted by CREF and I-CAR.

FB: Any last remarks that you would like our readers to know about the 2024 SEMA Show?

TG: This is going to be our best show ever. So, if someone's thinking about whether this is the year they want to come to the SEMA Show, I would say that undoubtedly this is going to be one of the best shows if not the best we've ever had. For those who have been to our show in the past, we've got a lot of new things happening, and I think they're going to be surprised with all that they're going to be able to see and learn.

Educational Sessions

During the SEMA Show, there are a number of don’t miss offerings. Here’s a look at some of the seminars that are available from I-CAR and SCRS. As sessions and times are subject to change, please visit semashow.com for the latest information and to learn more about these seminars and events and more! All times in Pacific Time (PT).

I-CAR’s 2024 Seminar Lineup

SCRS Repairer Driven Sessions

Further Opportunities to Grow

The SEMA Show holds many other educational sessions. Below are some other tracks of seminars available during the week. Further information on the sessions within the tracks can be found on the SEMA Show website.

Aftermarket Updates and Future Trends

Inside the Shop

Leadership Essentials for Today, Presented by Dale Carnegie

Legislative and Regulatory

Main Stage Experience

Sales and Marketing

Small-Business Strategy

TIA

Vehicle Technology and Electric Vehicles

Tuesday, Nov 5

Wednesday, Nov 6

9:00 AM — 12:00 PM

9:30 AM — 11:00 AM Repair Planning with Precision

Industry Realities of Restoring ADAS Safety Systems, and Consumer Confidence, Through Calibration The Benefits of Ceramic Coating for Your Customer, and Your Collision Center

Thursday, Nov 7

12:00 PM — 1:30 PM AI is Here: How Others are Leveraging AI Interactions with Automotive Consumers

Lateral Tension & Push Tools are Taking GPR to a New Level Efficiency Unleashed: Rethinking Roles in Collision Repair

1:00

Accudraft Paint Booths

Booth #33071

accudraftpaintbooths.com

This year at the 2024 SEMA show, Accudraft will display several of our products for the automotive repair industry. The showcase piece being our TITAN booth, perfect for any refinishing that your shop will do. The TITAN comes standard with 15HP motors, the ability to move 20,000 CFM, as well as produce 1.5 million BTU of heat through its direct fire AMU. Also on display is the newest standard features to the booth: Vetrino glass doors, Accudraft LIVE Control PanelTM, and Accudraft LIVE TM

Also being showcased is our cloud-based Accudraft LIVE TM program, which is a musthave for any shop owner. Accudraft LIVE TM transforms the way collision repair shops operate by providing real-time analytics and insights into YOUR paint booth’s performance. This innovative, cloud-based, software solution offers many benefits that can significantly enhance a shop’s efficiency, productivity, and overall profitability.

The new LIVE Control Panel TM gives ultimate control over your booth and its data. The new panel features an easy to navigate 15” full color touch screen controller with all important booth data such as mode, temperature, humidity, alarms, pressure, and more, being shown on an easy to follow display. With the ability to store nearly 1000 unique programs, the end user has total control in how the booth operates and can make custom programs for individual products with the ability to fine tune as they go with a tap on the screen.

At Accudraft, we firmly stand behind saying that we have a solution for every industry.

AirPro Diagnostics

Booth #31213

AirProDiagnostics.com

AirPro Diagnostics is the leader in remote diagnostics, scanning, programming, and cost-effective ADAS calibration solutions for the collision, glass, and mechanical repair industries.

The AirPro tool and calibration devices meet rigorous vehicle manufacturer requirements by having OEM licensed software and multi-brand diagnostic applications resident and directly connected to the vehicle. ORION, AirPro’s cloud-based diagnostic management system, is the hub by which all services are delivered within the company’s 10-Minute Response Pledge. AirPro Diagnostics is backed by a team of uniquely skilled brand specialists who provide reliable, efficient, and accurate scanning, diagnostic, and ADAS calibration solutions that meet the highest quality and safety standards.

AirPro Diagnostics Auggie mobile FFC calibration system has met the National Highway Traffic Safety Administration (NHTSA), Euro NCAP, and Insurance Institute for Highway Safety (IIHS) standards.

asTech®️ Driven by Repairify™️

Booth #33201

asTech®, based in Plano, Texas, is the leading global provider of comprehensive diagnostic, calibration, and programming solutions for the automotive aftermarket. We deliver cuttingedge, certified, and AI-driven repair solutions using OEM and OEM-compatible tools to ensure safe and accurate repairs based on OEM data-driven procedures.

Our patented Rules Engine and proprietary software enable us to offer virtual ASECertified Master Technician services, warrantied and accessible directly to customers in 44 countries. We also exclusively manage Launch Tech and Autel remote service offerings.

asTech’s virtual ASE-Certified Master Technicians provide remote solutions for vehicle trouble codes and real-time support to shop technicians as needed. With the asTech All-In-One, we have developed the most comprehensive single-device solution for remote and on-site diagnostics, calibrations, and programming in the global aftermarket.

Elitek Vehicle Services

Booth J10138

Elitek.com

Elitek Vehicle Services, an LKQ company, is the premier sublet provider for mobile and remote diagnostic services. Elitek is the largest independent mobile service company providing major mechanical services, automotive diagnostics, OEM programming, re-flash: module update/replacement/ sensor calibrations (as necessary), OEM pre/in-process/post scans, A/C Services – 1234YF on site, electrical/electronic, wiring harness and connector repair/ replace, and ADAS calibrations. Elitek has the equipment and skills to restore vehicles to the manufacturer's settings safely. The Mobile Team currently serves over 100 major metropolitan areas in 41 states, Calgary, and the Greater Toronto Area. Its best-in-class team members provide dealer-level services at your location. The Elitek Remote Device empowers repair facilities to deliver efficient, accurate, and customer-centric services, with a variety of services utilizing OEM scans instead of the aftermarket equivalent.

Fuji Spray Auto

Booth #34183

fujisprayauto.com

When it comes to spray finishing equipment, Fuji Spray Auto is a name you can trust.

Fuji Spray Auto is a leading manufacturer of advanced spray finishing equipment, based in Toronto, Canada.

Built on the base of 35+ years of spray expertise we are dedicated to pushing the boundaries of innovation, consistently delivering solutions that meet the rigorous demands of the automotive sector.

Every Fuji Spray Auto product is a testament to our unwavering commitment to quality. Backed by decades of experience and crafted with precision, our equipment is trusted by professionals who demand authenticity and excellence in every detail.

We understand the challenges of achieving high-quality results in a fast-paced environment. That’s why our equipment is not just designed to meet industry standards— it’s crafted to exceed them, offering the performance, reliability, and consistency that professionals require to stay ahead.

Innovation is at the heart of everything we do. We continuously refine our products to stay ahead of industry trends and advancements, providing the tools necessary for professionals to excel in their craft. Whether it's through improved efficiency, enhanced control, or superior durability, our spray systems are built to deliver outstanding results every time.

Choosing Fuji Spray Auto means choosing a company committed to excellence in every aspect of automotive finishing. Our products are trusted by professionals who demand nothing but the best in performance and reliability, helping them maintain a competitive edge in a dynamic industry.

Goliath Carts

Goliath Carts, LLC is a pioneering company that has been at the forefront of providing innovative solutions for the collision industry. Founded in 2010 by automotive and technical industry experts, Goliath Carts recognized the need for improved organization and efficiency within collision repair shops. Their vision led to the development of customized point of use carts, which revolutionized the way tools, equipment, and supplies were accessed by technicians, minimizing downtime and optimizing workflow.

At the heart of Goliath Carts' offerings are their comprehensive range of point of use carts, which are meticulously designed and constructed to provide maximum functionality, durability, and organization. These carts feature specialized compartments, drawers, and holders to securely store tools, supplies, and equipment, ensuring easy accessibility for technicians during the repair process. Additionally, Goliath Carts provides customizable workstations, mobile storage solutions, and specialized racks designed for paint and body shops, further enhancing productivity and streamlining processes.

One of the standout offerings from Goliath Carts is their award-winning mobile self-powered workstations. They provide technicians with a portable solution for various tasks in production, blueprinting, and diagnostics. These workstations allow technicians to operate computers, printers and other devices directly from the cart, eliminating the need for separate power sources. This keeps your workers on task and double output, right out of the box! Come visit us at the 2024 SEMA Show in Booth #34087 or online at www.goliathcarts.com to find out how our carts can help improve your bottom line. Together let’s drive forward!

Hunter Engineering Co.

Booth #42017

Hunter.com

At SEMA 2024, Hunter Engineering Co. will once again exhibit a wide range of high-tech wheel and tire service equipment, designed and built in the U.S. and ready to drive productivity and profitability.

That equipment will include Ultimate ADAS®, Hunter’s innovative method of eliminating error-prone manual layouts common to static ADAS calibrations. Ultimate ADAS® debuted with great success at SEMA 2023.

Now available on a widespread basis in 2024, the new system will have particular interest for collision shops looking to begin or increase ADAS calibration work.

Ultimate ADAS® combines Hunter alignment technology with an efficient and easy-to-use guided target placement system for aroundthe-vehicle coverage. Gimbal-mounted lasers are the key component, replacing the inexact guesswork of strings, plumb bobs and tape measures to cut setup time by 70 percent for some procedures.

The vast majority of ADAS calibrations involve forward-facing cameras and radar, which generally require only 10 to 20 feet in front of the vehicle. This is space that every collision shop has available.

Ultimate ADAS® significantly simplifies and speeds up the calibration process.

The gimbals and onscreen guidance make target placement much more precise by automatically compensating for non-level floors, monitoring for placement errors, and confirming accuracy with laser measurements each step of the way. Easily decipherable paper and digital confirmation of targets and placement is included and available via the HunterNet®2 customer portal.

“We named it Ultimate for a reason,” says Ryan Gerber, ADAS Product Specialist. “It’s the fastest and most precise ADAS calibration system available.”

KECO Body Repair Products

KECO Body Repair Products is a leader in the auto collision repair industry, specializing in Glue Pull Repair (GPR) and Paintless Dent Repair (PDR) tools and training. Based in Oklahoma City, KECO leverages over 60 years of manufacturing expertise to provide innovative and high-quality products designed to make collision repair more efficient and less invasive.

At the core of KECO's offerings is their flagship L2E GPR Collision System, a comprehensive work cell that streamlines the repair process from roughout to a flat finish. This system is complemented by a range of tools that exemplify KECO's commitment to delivering superior performance and versatility. These tools enable technicians to achieve clean and efficient repairs while preserving the vehicle’s original structure and finish.

KECO’s product lineup includes an extensive array of glue tabs, lifters, and other tools and accessories, all meticulously designed to meet the varying needs of auto repair professionals. In addition to providing top-tier tools, KECO places a strong emphasis on education and support, offering advanced training programs and unrivaled postpurchase support to ensure technicians can utilize KECO tools to their fullest potential.

KECO empowers technicians to stay informed about the latest advancements in GPR and PDR by fostering a collaborative community and providing a wealth of resources. Their dedication to innovation and quality positions KECO as the gold standard in the industry. For those seeking the pinnacle of auto repair technology, KECO Body Repair Products represents excellence in every aspect of collision repair.

Maximize Paint Profitability with Pro-Stat Quantum: Visit Us at SEMA 2024, Booth #33259

Discover how Pro-Stat Anti Static Gun and Quantum can help your body shop increase profitability by making your paint booth more efficient and effective. Debuting at SEMA 2024, these complementary solutions combine the power of Pro-Stat’s advanced static control technology with Quantum’s integrated direct billing system, allowing you to boost your bottom line with every paint job.

Pro-Stat ensures flawless, even finishes on all surfaces—metal, plastic, and fiberglass—by eliminating static electricity. By reducing dust inclusions, preventing uneven coverage, and improving metallic laydown, Pro-Stat helps you cut down on rework, saving time, labor, and materials. This static removal technology focuses on enhancing the overall quality of the paint job by minimizing contamination.

Quantum, on the other hand, is the tool that turns your paint booth into a larger profit center than ever before. With no upfront cost, Quantum is billed directly per repair order with paint and material time, creating a consistent new revenue stream for your shop while improving efficiency. By integrating Quantum into your process, you add financial benefits while Pro-Stat focuses on quality.

Visit Pro-Stat at Booth #33259 for a live demo and learn how these solutions together can help you get more profit out of every paint job. See how Pro-Stat cuts down on dust and dirt by up to 90%, increases paint transfer efficiency, and ensures perfect coverage— even on difficult edges and corners. Take advantage of exclusive SEMA offers and a free trial to see how Pro-Stat and Quantum can transform your paint booth and drive new revenue to your shop.

Unlock new profits from your paint work with Pro-Stat and Quantum—your next step to better finishes and bigger earnings.

quantum.prostat.com/sema

SATA USA

Booth #31017

SATAusa.com

All new spray gun coming from SATA.

SATA GmbH, Kornwestheim-based specialists for wet coating technologies recently introduced the highly anticipated jet X premium spray gun. At first glance, you can see that it has a new look: what stands out is the simple, elegant exterior in matte black with red accents.

According to SATA, the most important innovations are of a technical nature. An innovative nozzle technology is intended to set new standards in atomization: The labyrinth system invented by SATA guides the air in the nozzle so that it exits free of turbulence and pulsation. This ensures that the material is atomized extremely fine and homogeneously. The spray pattern is said to be particularly easy to control with optimized material distribution and clearly defined fade-out zones.

The jet X also has several other clever features, such as a trigger that can be removed in no time, with an integrated wrench for the fluid tip. The jet X is ergonomic and lighter weight than ever before with fewer components, the maintenance is quick and easy.

There will be four options to choose from to fit your needs. The jet X Basic and jet X Digital Ready will be available in January 2025. Due to regulatory requirements the jet X Digital and jet X Digital Pro will be available upon UL approval of the digital device. The RP will be available but if you fall under transfer efficiency mandates, please note that there are NO current SCAQMD or EPA approvals.

See these products in our booth at SEMA #31017 Second floor South Hall.

Symach

Booth #32278 Symach.com

At Symach, we integrate advanced repair and refinish technologies into your body shop, providing a qualitative and competitive edge in space optimization and repair efficiency. As the only equipment producer conducting extensive research on paints and drying technologies, we offer precise, user-friendly drying technology with high quality results.

Symach operates from our 170,000 sq. ft. facility in Bologna, Italy, producing toptier equipment and offering professional bodyshop design consultancy. Using client specific requirements, we design your repair process first, followed by the body shop layout, delivering insights on repair costs, ROI, and technician roles. Our design process significantly reduces engineering and construction costs, getting your project from concept to open doors as efficiently as possible.

Pioneering drying technology, we invented and perfected the FixLine model, a revolutionary solution for in-line car repair.

Our customers benefit from staff training and ongoing support with access to our REMO tech-assistance platform. REMO provides online training and detailed tutorials for every technician, painter, and manager. Our paint booths transmit data to this platform, offering productivity reports and maintenance alerts, ensuring exceptional efficiency and reliability.

Symach is the global leader in building efficient collision repair shops. Our FixLine process, featuring patented DryTronic and UV-LEDTronic technologies, boosts productivity by 30% and reduces energy consumption by over 80%. These innovations are vital as our industry shifts toward electric vehicles, carbon management, and energy cost savings. Imitations can't match our results, and competitors' products may not be as cost-effective.

Contact us for solutions tailored to your business needs: info@symach.com

Visit: https://www.symach.com/

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THE BEST INTRODUCTION TO THE COLLISION INDUSTRY?

AN EARLY ONE

Introducing collision careers to high school students can put them on a trajectory to success at a young age.

WHEN YOU THINK BACK to how you first became interested in the automotive industry, what stands out? What sparked your curiosity? How old were you? How did you learn more about it?

For many, it happened in high school… often in shop class. But not all schools offer shop these days, and even if they do, there’s

COURTESY OF JIM BYRON

no guarantee collision is part of the conversation, says Jim Byron, owner of Byron’s Patterson Auto Body in Patterson, New York.

It’s up to industry pros to change that, in his estimation.

“Every shop in America — MSO, nonMSO, it doesn’t matter — they can get involved at the high school level to introduce these kids to collision at a young age.”

Whether spotting talent in the classroom or in the employees at his own shop, Byron is a firm believer that interest and strengths are best identified early…when they are, it can result not only in a rewarding career but a long-term employee for you, too.

As told to LINDSEY GAINER

Taking Collision to the Classroom

For 25 years, I worked with the Boards of Cooperative Educational Services (BOCES) program in New York, advocating and representing the collision industry to high school kids. They’d pair a paint/equipment vendor with a representative from a collision repair shop, and we’d talk to the students about the jobs available to them.

I understand we work tirelessly in our business — and adding a commitment like this on top of that is asking a lot. But it allows you to interact with the educators, the actual teachers who are instructing these young people, and to better understand their situations with budgets and what they’re able to offer. Working with local schools lets us all be part of the solution to end the tech shortage by encouraging students to consider automotive programs, apprenticeships, or vocational school.

Tailor Your Message

Let’s be honest — high schoolers are unlikely to listen to a 60-minute lecture. But if you engage them and ask questions to get them involved in the conversation, talk to them on their level, their response is quite positive.

Get them thinking cars…start with something vague, “Who here likes cars?” That kind of thing. “What kinds of cars do you like?” I’m an old guy, so I say, “What’s the hottest thing out there right now?” In more recent years it’s been things like the Subaru WRX and the Honda Civic Si’s. Back in the late ‘80s it was Monte Carlos with 350’s, or the Buick Grand National. And they all know the Corvettes. You get kids thinking about cars, then move on to questions like, “What do you think happens to one of those cars when it gets into an accident; how does it get fixed? Do you think you just throw it away, part it out? The fender is crumpled. What would you do?”

Bring props with you — something like a headlight assembly — and ask them what they think it came from, what kind of car, and show them how it attaches to the structural member. Get them thinking about what would happen if it got hit in an accident… would it break or would the structural member become distorted? Keep the questions and the conversation flowing. Then move into talking about paint and that side of the business. You can tell pretty quickly who might have an interest in collision work, then encourage them to keep exploring it.

If you have the opportunity to bring students into your shop, make sure you pair them with your shop’s “personality.” We all have one…the people person who loves to do this kind of thing. We have that guy in our shop, and we make it part of his job… he works with all the young people, and he knows how to warm up to them quickly and get them to warm up to him quickly. Make it an easy, interesting experience for them.

Capitalize on People’s Strengths

The amount of experience someone has when they first walk through my door isn’t what’s going to determine their success. Work ethic and passion is what truly matters. Whether it’s a high school kid or an adult, that holds true. You put a kid out on a one- or two-week train-

ing program in a collision repair shop and it’s going to be obvious to an educator whether it’s something they may want to pursue. You can then continue honing and engaging their skills and interests, play to their strengths.

Same goes for the adults working for you — you have to recognize and capitalize on people’s strengths for them to feel truly fulfilled in their jobs.

When you think about the reasons people stay in a job, it’s not because of the money — they stay because they feel needed, they feel like they’re an integral part of your operation. They need an environment they can prosper in…that they feel they’re a part of, that they fit into.

Look at your current employee pool first when there’s a void to fill in the shop. Is there someone on your payroll whose strengths would fit the bill? Would they be interested in trying something new?

Just last year I pulled one of my gas station attendants into the collision business because I saw he was great with people and had an interest in something more. Always keep your eye out for opportunities like that.

Create a Culture of Retention

I’ve been here for 42 years, and I have people that have been with me since the beginning… and 80% of my workforce has been here for over 25 years.

How do I get employees? How do I build my business? How do I keep my employees? By creating a great working environment…a real one. This is a people business, first and foremost, after all. You’ve got to make it an environment that people who want to be in this industry want to work in.

I know when I step aside next year and my son, James, and his wife, Stephanie, take over, they’ll continue building on the foundation I’ve laid.

It all boils down to one basic principle: processes do not drive people. People drive the processes.

MAKING YOUR WORK IN PROCESS WORK

Sometimes trying to do too much means you’re not able to do enough.

By TODD KORTEMEIER

THERE’S A FEELING THAT shop owners sometimes get: “Is my shop doing enough?” They look around the shop some days and see a capacity for more work, while other days they can’t handle the workload they currently have. Helping turn feelings into results is where David McCreight comes in.

“People say, ‘Well, I always thought I could do more because I knew benchmarks or whatever would tell me I should be able to,’” says McCreight, owner and president of Collision Resources Inc., a provider of scheduling and estimating software and consulting services.

“‘But I never could figure out how to do it; we tried more employees, we tried different pay plans.’ And it comes back to how you load the shop, the mix of work that you load in the shop, and then just managing that work in process as it goes through the flow.”

McCreight sought to solve this problem through software, and it’s generated positive

results for many, many customers. In that process, he’s identified numerous pitfalls that shops run into when it comes to scheduling work, working efficiently, and increasing revenue.

The Backstory

Anyone who has been around collision repair for a while knows the standard operating procedure when it comes to scheduling work: Take it in on Monday, send it out by Friday. Shops 25 years ago used computers, if for nothing else but estimating, but scheduling was done on desk calendars. It was filling in jobs in blank spaces on a sheet.

Shops were scheduling employees based on the number of jobs but not really considering the number of hours in a job. This was before many large consolidators and MSOs had entered the market and pooled their resources to learn from data across many locations. So, while it made logical sense to load up the shop on a Monday and get all the work out in a workweek, reality showed this was an inefficient process. Then a business development manager with AkzoNobel, McCreight began noticing where shops were failing in scheduling.

“They were actually adversely affecting the number of vehicles that were tied up over the weekend,” McCreight says. “Because once we leveled that schedule out, we saw the number of cars tied up over the weekend went down by a third. Because what was happening was the cars were coming in on Monday, yet they were sitting until Wednesday or Thursday before they were touching them.”

The Problem

As McCreight observed, shops were scheduling work more in theory than reality. Their capacity was full, but it didn’t mean work was getting done. The scheduling didn’t actually line up with how work was assigned.

“The body technicians, a lot of times, were just going to the parking lot and picking the cars that they wanted to work on,” recalls McCreight. “So, they were looking for the gravy, or they were looking for maybe a really big job where they could make good time on them. So, it wasn’t necessarily focused on what was good for the customer. It was what was good for the technician. There wasn’t any process there to assign work.”

Even though times have changed and modern shops have access to all sorts of resources for solving scheduling and workflow inefficiencies — including software solutions like McCreight’s — many shops are still setting themselves up for failure. McCreight identifies a few areas in which shops can improve their workflow, such as scheduling the right mix of work, moving to a visual production process, and identifying bottlenecks in the shop.

A shop’s work in process (WIP) is, as the name implies, a measure of the amount of work in hours that a shop is currently engaged in. Sometimes shop experience delays, for myriad reasons, and when technicians need something to do, the impulse is to add more work. But too much work quickly adds up, and stacks up, and craters cycle time.

The Solution

McCreight came out with the first version of his software in 2002, featuring a patented algorithm that has continued to evolve over time. McCreight is a Lean Six Sigma black belt and certified business coach, which has informed his approach to these solutions. But it doesn’t take a detailed business audit to make process improvements. The path to greater efficiency is all about finding the sweet spot of your WIP where productivity is maximized and not overtaxed.

“You don’t want to have one car on-site,” McCreight says as an example, “because if you have one car, what are the other people going to work on? So, one car is not the right number and if you’re doing 50 cars a month, having 100 cars on site at any one time, you’ve got way too many cars on site. So somewhere between one and 100, you’re going to cross two lines (as on a graph) and you’re going to be somewhere in this target range.”

McCreight’s software can help make these sorts of calculations automatically. But in the beginning, he did it manually with an Excel spreadsheet and a value-stream map. And that revealed that taking in the proper mix of work was important — not all jobs are created equally, and shops need less severe repairs mixed in to fill gaps and operate at peak efficiency.

Scheduling software can also give a visual impression of the repair process that’s easy for everyone to see. Say there are more cars waiting than there are technicians available to work.

“There’s an imbalance there, so it’s identify-

ing, again, where the waste is in the system,” McCreight says. “And then it becomes visual. Everybody can see it, because it’s something that’s shared with the entire team. They put it on the big screen TVs, and so it becomes visual.”

The Takeaway

McCreight’s system has produced some impressive results. In addition to reducing the percentage of cars held over a weekend by 33%, he also claims an increase in hours produced by repair order by 31% and a reduction in cycle time by two whole days.

“You show (shop customers) the numbers, show them what’s happening in their store,” says McCreight. “You show them what they were doing prior to using the program to after using the program, and they’re always able to produce more hours, more vehicles, but the stress level goes down. They’re producing more work with the same number of people, the same square footage.”

Often, the key to success is actually reducing the number of cars a shop takes on in a day. The reason is simple; the cost of taking on just one extra car could cause a chain reaction that backs up cycle time. Interrogating where the bottlenecks are occurring in a shop is important to finding that sweet spot.

“Anytime you reduce — if you can — the number of vehicles on-site by one and still maintain the same production capacity, you’ve improved your cycle time,” McCreight says.

The Aftermath

Identifying where these bottlenecks are often means a change in processes. It might mean taking on a new software system, and these changes are never easy. So, in addition to tightening up the repair process, it’s also important to be a good manager of change. Shop owners should take care to figure out the best way their employees are going to engage with new information and what the best way is for them to learn.

“Change management, getting your team on board, it can’t just be that you go to a 20 group and you bring back an idea, work on it for two weeks, and it just goes away,” McCreight says. “Your employees get used to that, and change management becomes really hard because they just regress back to what they’ve always done.”

SALES CULTURE: CLOSING CURRENT TRAFFIC

Improve your shop’s assignment conversion and closing ratio to combat dwindling sales.

By STEVE TRAPP SUPATMAN /ISTOCK / GETTY IMAGES PLUS

OVER THE PAST FEW MONTHS, we have been hearing repairers are slowing down, and backlogs have declined from weeks to days. To support repairers, we thought we would explore how having a sales culture can improve the closing ratio at your repair center.

Know Your Assignment Conversion Rate and Closing Ratio

Recently, I had conversation with someone from CCC who informed me that the assignment-to-repair conversion rate (as an industry) was 73-77%, when I would have guessed it to be in the 90s. That means the insurer assigns the work to your repair center, and your staff doesn’t get in touch with them to schedule and inspection or repair in a timely manner. Then the customer who has made a claim has been referred to or convinced to go elsewhere, and you lost the opportunity to repair his or her vehicle.

I recently conducted a phone survey of 20 repairers by asking them to run a current closing ratio report (RO’s converted / estimates written). In most cases, we were shocked to find their closing ratio was as low as 65-70%, and they guessed they were as high as 80-85%. Frankly, some were as low as 40-45%, and when confronted with the data, they admitted to being DRP-lazy and only repairing vehicles when the customer had a claim number. When asked about their focus on following up on unsold estimates, most admitted “we need to get better at that”. So, despite dwindling sales, as an industry we have not put a focus on building or refining our sales culture for the past few years post-COVID due to the long backlogs we’d enjoyed. Let’s look at the ways to make this sales culture come to life and then measure the same KPIs to see if we can improve

the assignment conversion and closing ratio to maintain our sales levels.

Role of Marketing and IT to Support Sales

Most people think of marketing to generate traffic (TV ads, billboards, etc.). But marketing can help support sales by providing several things to assist in the sales efforts.

It often includes modernizing your shop’s branding via a logo, image, and defining your marketing and sales message and then updating your shop’s website -- which is the virtual lobby of your business available 24/7 -- to provide important insights on your business to include:

• Hours of operation

• Shop address to geolocate

• What to do in case of an accident

• Tips on making the decision on whether to file a claim or self-pay

• Connections to towing or rental services and answering FAQ regarding the repair process

• Scheduling estimates or repairs and submitting digital images to begin repair process

• Digitizing your shop brochure to feature the key reasons your repair center should be the customer’s choice

• Career information for potential applicants Marketing can also help by optimizing customer reviews, Facebook and other social media posts, including geofencing.

Role of Facility in Supporting Sales

Marketing can assist us in carrying that brand image to the shop’s signage, awning, and lobby décor, as it ties into the customers perception of the brand. Keeping the lobby color and décor modernized goes a long way in reassuring a customer that your repair center can repair the highly complex modern vehicles. A well-

marked customer reception counter (free of clutter) and lobby with comfortable chairs offer a welcoming environment.

To enhance customer confidence while the customer sits (hopefully briefly in the lobby), we suggest you post the current “Our Certifications” earned by the repair center, such as OEM programs and dealer affiliations, insurance or fleet DRP programs, or endorsements. To reinforce your staff’s capabilities to deliver quality repairs and show pride in your staff, have a current “Wall of Fame” with the technician’s image and his or her training or certifications listed. To reinforce your commitment to the community, you may want to have an area dedicated to “Our Accomplishments” which shows key causes you have donated to, events run or sponsored, or any other community activities.

Finally, having a selling area (desk or raised counter) where the customer can join his or her estimator while creating the advanced inspection is important to optimize the time we have during the sales process where the customer might review marketing tools (a shop brochure or laminated sell sheet).

Phone and In-Person Greeting

Once the foundation of your selling environment is established, it’s time to build a sales and service culture, so your staff should mirror the marketing message you’ve communicated. This culture of commitment to customer service starts with the very first phone call or email. Starting by saying, “How can we assist you in repairing your vehicle and processing your claim?” Your confident and helpful tone sets you up for success. Guiding them through the process will establish trust in the organization and ensure they show up for the inspection / estimate appointment. Recently, Ryan Taylor from Body Shop Booster demonstrated how AI can automate and standardize these calls and database of the customer information, schedule an inspection, and send the photo application to be able to photo triage the job as drivable and whether an advanced inspection is necessary.

Upon arrival (for the inspection, dropoff or pick-up), greeting them by name (as

you know the color, make, and model of vehicle) shows solid commitment to offer personalized service. A customer service representative who guides them through providing customer information ensures we get complete and accurate information and to hear the story as to how the damage occurred and what their needs are. Then, have the CSR introduce the Estimator emphasizing their experience or commitment to service and have them share a few relevant details on how the damage occurred shows respect for the customers time and demonstrates the CSR in fact listened to their story, this transition enables the estimators to understand how best to offer the services they need.

A CSR and estimator who are committed to a sales culture, are active listeners, are patient, and truly care about helping others. It is important that the customer sees your team as their “trusted advisors” in the collision repair business. So, before going to the vehicle to inspect for damage, review the customer’s information form, verify his or her specific needs and ask if he or she has any questions. We want to verify his or her situation so we are optimizing his or her time at the repair center.

Your Time by the Vehicle with the Customer

Instead of searching for the damage to the vehicle, ask your customer to show you the areas of the vehicle he or she would like you to repair. This ensures you understand the full extent of the damage he or she would like repaired. After inspecting the vehicle (if the customer is interested), point out the damage you will be repairing, including descriptions of the suggested method, such as which items will be removed and reinstalled, to assure repair quality.

Further, ask for permission (opt-in) to write a customer paid estimate on the items which have damage but are not related to the claim or warranty repair. This sets you up to upsell as you present the various repair options. Again, the AI from Body Shop Booster now knows which prior unrelated added-value damage items to follow up on if they are uncertain as to whether to schedule.

At the Estimator’s Desk or in Selling Area

Too many repairers ask the customer to wait in the lobby “while we write it up.” Considering it is often 10-12 years between reported claims, those 15-20 minutes are the best opportunity to build trust and answer the customer’s questions to be his or her “friend in the business.” Build the office with a triangle design so customers sit across from you and they have a dual monitor so they can see what you’re documenting as the estimate / inspection report is prepared.

Provide them with selling tools which they can review while you document the inspection. Further, adorn your office with a few personal photos of pets, family, or recent travels to strike up a personal dialogue if they do not have questions while you complete the estimate. Even if you prefer to document the damage in quiet, at least bring them into this private (selling) area to review their inspection results and discuss the approach they’d prefer when getting the vehicle repaired.

Then, please don’t hit “print” on the estimate when complete…. Instead, invest the time to sell the various pricing packages you may have to offer such as:

• Customer-paid repair price with appearance allowances to keep their costs down

• Insurance-paid repair price

• Insurance-paid repair price and fixing the little dings and dents, “while they are there”

Then ask which package they prefer and answer any questions to help guide them to make the best decision for them or their vehicle. Avoid providing a printed copy of the estimate until after you have agreed to the approach to the repair.

Then, provide them with two alternative dates to schedule the repair. This assumptive close process often works quite well! Do not merely staple your card to the estimate and say, “Call me when you decide.” Instead, use the assumptive sale approach and ask which package (mentioned above) they want to go with.

Call to Action Follow-up

Finally, if they don’t agree to the date to schedule in for repair, determine their objection and seek to provide proof that you can help them get their vehicle repaired properly. If you cannot overcome the objection, then offer a “call to action” follow-up call to find out if they have questions or if they have decided. Those calls need to be scheduled, be conducted on time when it’s convenient for them, and relate to the specific objection or consideration they mentioned during their visit. If done right, these calls could yield a 50% plus conversion rate on unsold estimates. Again, AI can assist in making followup email or text contacts encouraging them to schedule and to consider the investment in the prior unrelated damage repairs to add value to their vehicle at trade-in.

Summary

I would challenge you to review your current situation relative to brand definition and web site content and ask you to verify you have enough solid reviews. Then, walk into your office with “fresh eyes” to verify you offer a clean, modern, and comfortable office. Ensure the counter is free of clutter and your customer waiting area is comfortable. Is the lobby inviting, and do you offer amenities which customers would appreciate (water, snacks, etc.)? Sit back and observe your CSR and estimator working as a team to enhance your customers’ trust. Verify you offer a very nice estimating area and a selling station to support their presentation of the various packages they should be offering. Finally, if they don’t make the assumptive close, does the estimator proactively schedule those callto-action follow-up calls to ensure the best chance to make the sale? And do they record the customer’s needs and then the results of these calls with solid notes? It’s a bonus if you use AI to support this effort to ensure consistency and follow-through. If we do these things, measure the closing ratio of number of estimates to see if these things have been effective. Then, periodically review them to ensure they stay sustained for years to come.

BUILD OUT A ROCKIN’ TRAINING REGIMEN

Learning is essential for your shop’s success. Learn how to take your shop’s training portfolio to the next level.

By NOAH BROWN

WHEN CHICAGO, the legendary rock-and-roll band with horns, was first created in 1967, none of the founding seven members knew how successful the band would be or how long their careers would stretch.

Since then, the group has hit incredible highs – 18 platinum albums, 20 top-10 singles, 10 Grammy nominations and an induction into the Rock and Roll Hall of Fame – but it has also faced some very tough lows. Only three of those

original seven members are still with the band, and there were several points in the ‘80s and ‘90s where it seemed as though they would dissolve all together.

But they’re still here, still on the road and still touring after 57 years. In a recent interview with Grammy.com, founding keyboardist and songwriter Robert Lamm said one thing above all else has kept the band alive and relevant nearly six decades later.

“(Over) a career where we really never stopped, the thing that changed was the various people who have come into the band and left for one reason or another,” Lamm said. “That was something we had to learn how to do again. We’ve done a lot of learning over the years.”

Learning is critical to success. Whether it’s running a collision shop or writing a chart-topping song, you need to constantly have an idea of what your industry looks like and stay on the cutting edge to be competitive. As the collision repair space continues to evolve and change in unprecedented ways, making sure your team has a robust training regimen is crucial to keeping your shop at the top.

You’re Not Alone

When you think about collision repair shop training, chances are the first thing that comes to mind are courses from organizations such as I-CAR that cover in-depth repair procedures and making sure you’re repairing a car properly. While those are very important, that shouldn’t be the only training you think about.

“When shops are putting together the training plan, most of the time they’re thinking about the techs in the back of the shop,” says Jason Scharton with 3M’s global marketing operations team. “They also need to think about the people in the front office that are interacting with customers.”

John Melendez, owner of JDM Collision in the Chicago suburb of Thornton, Illinois, agrees. The customers who are in your shop have most likely just been in an accident or some other situation that’s causing them to spend upward of thousands of dollars to fix their car. They’re overwhelmed and frustrated, and Melendez says it’s critical that everyone in your shop has training to deal with those customers respectfully and with empathy.

“What you want to do is build a relationship,”

Melendez says. “Check with them to make sure that they and their family are OK. When you start off on the right foot and make the customer feel good about coming into your shop, they’re going to assume that the rest of the repair is going to go the same way.”

In an industry that’s rapidly changing and becoming more complex than ever before, making sure that every member of your team, from the front office to the paint booth, has expertise and empathy is a great way to set yourself apart.

“Every person in your shop needs to be an expert in their field,” Melendez says. “Whether that’s customer service, estimating, or working on the vehicle, they need to be an expert.”

What You’re Missing

While institutions such as I-CAR and OEMs provide great training courses, Melendez says you’re doing your team a disservice if you’re looking only to them for educational material.

A lot of individual vendors also offer a wide variety of training courses that your shop can take advantage of. Melendez says his shop uses a large array of training modules from the shop’s paint supplier, and those modules cover everything from specific paint application processes to broader topics such as intershop communication.

“Good vendors that stand behind their customers want to help independent shops grow,” Melendez says. “They have so many modules available to their customers, and a lot of shop owners don’t take advantage of that.”

Scharton says 3M is one of those vendors, and they’ve been working over the last decade with technicians to gather feedback and make their training offerings more relevant.

“We’ve been doing product demonstrations that focus more on process and really go into to the correct repair process, not just how to use 3M products,” Scharton says. “We’re fortunate that 3M products are used throughout the repair process, so we understand the repair process and how all those different parts connect, and we’re bringing that into our training.”

Using one vendor as your primary source for educational materials and having a wide variety of other sources to fill in the gaps for your training program is a great way to cover all your bases.

“We rely on I-CAR. We stay on top of our training there, but you have to think outside the box,” Me-

lendez says. “You need to pull together a plan from a lot of different sources to come up with a robust plan for your staff.”

Any Way You Want

Not all people are wired the same way, and not all positions in your shop are going to need the same kinds of training. And with the increasing complexity of modern vehicles, Melendez suggests breaking down the whole repair process of a vehicle into manageable chunks for each of your technicians to dig into.

“By breaking it up and holding each technician accountable for their segment, whether that’s damage identification, disassembly... that makes it so much easier to identify what training modules are needed and not having your techs work through a bunch of stuff they don’t need.”

He also recommends asking your technicians what interests them and making sure that people are doing jobs that suit their skills and that make them excited.

“ADAS, sensors and other tech – give that to the peoplewho want it. Kids of today are super techy. You put that kind of technology in their hand, you should see the smile on their face,” he says. “They get to do the scans, and they then also get to do the calibrations. Veteran techs are going to benefit, too, because they won’t be overwhelmed.”

Scharton adds that in an age when a lot of training is shifting online to make sure that your technicians are receiving some amount of in-person training.

“Technicians, especially, are kinesthetic learners – they like to use their hands, and that’s how they best learn. We’ve been seeing a huge shift to e-learning a lot the last few years, and while that is important, it can’t be the only way that we’re having our teams learn. Technicians need to be hands-on to learn, and they need to do some of that learning outside the shop.”

A good training regimen should include a combination of hands-on and e-learning that is relevant to each team member’s specific job function and helps reinforce the value of putting the customer. If you’re able to attain that, Melendez says your shop will be in great shape to keep getting stronger every day.

“When you feel good about things and your staff feels confident in what they’re doing, it makes everything go so much better,” he says.

Spotting Unprofitable Repairs

Lessons learned from experience can show which jobs to accept and which to turn away.

There should be a course on how to identify unprofitable repairs. But for most of us, it’s a matter of trial and error. Each shop has its own learning curve in figuring out what works. When I first took over my shop, I said “yes” to almost everything that came through the door. Unfortunately, that approach didn’t always work out, and there were times it came back to bite me. I can’t tell you how often I found myself wondering, “Why did we take on this job?” or “What were we thinking with this repair?”

Several years and quite a few gray hairs later, I’ve learned to be more selective about the jobs we take on. I now have a much clearer understanding of when to pass a job along and when to accept it.

Turning Away Jobs the Right Way

It’s important to remember that turning a job away doesn’t mean leaving the customer in the dark. No matter the reason, we have a responsibility to guide them in the right direction. This means not just saying "no," but also offering advice and referring them to someone who can help. People remember how you treat them, and we want them to think of our shop as helpful — even if we couldn’t handle the repair. That way, when they or someone they know needs automotive help in the future, they’ll come back to us or refer others to us.

Instead of leaving customers stranded, we want them to say, “This shop couldn’t handle my repair, but they gave me excellent advice and pointed me in the right direction.”

What We Say No To

So, what kind of jobs do I turn away? One of the biggest things I’ve learned to pass on — after years of figuring it out — is major, time-consuming repairs. Recently, I declined a job that would have cost over $40,000. Could it have been profitable? Absolutely. So why did I turn it down? The issue was time and resources. I would’ve needed to assign one of our top technicians to the job, tying them up, along with a bay, for at least two weeks — probably more.

Although that job would have made us money, I realized we could earn just as much, if not more, by focusing on smaller or medium-sized jobs. These jobs could be completed faster, freeing up my tech to keep working on other cars and bringing in steady profit, rather than being stuck on a single big project. Another type of repair we tend to avoid is on older

vehicles that require removing and reinstalling trim pieces. It’s not that we don’t like working on older cars, but we all know the risk. If you remove a door panel from a 2004 model, chances are the tabs will be brittle and could break. Even when we explain this risk to customers, if it happens, they often still blame us, leaving them with a negative impression of our shop.

The same principle applies to older vehicles needing suspension work, especially when it’s clear no maintenance has been done. Once you replace one worn-out part, the stress on the remaining old parts often causes them to break, one after another. Customers don’t always understand this. They come in for one fix, and when they have to return for more issues, it leaves a bad taste in their mouth.

The Customers You Shouldn’t Take

There are also customers we’ve learned to avoid—like those who watch a YouTube video and think the repair should only take a few hours, and therefore shouldn’t cost much. These customers never seem to understand the full scope of what goes into a proper repair and are rarely satisfied, no matter the outcome.

Another big group we avoid are customers who want to do partial repairs to save money, especially when it compromises safety. We don’t mind doing partial repairs if safety isn’t at risk, but when it is, I have to draw the line. I don’t want my shop to be held responsible if that car ends up in an accident because a customer chose not to address safety concerns. It’s a tough decision, but ultimately, we’ve found it’s best to refer these customers elsewhere, to protect both our shop’s reputation and safety standards.

Profitability Isn’t Always What It Seems

The key takeaway here is that a repair may seem profitable on the surface, but it might not be. If a job is going to tie up your best tech for longer than expected, or if the vehicle’s condition is such that it’ll lead to further complications, that repair is likely not as profitable as it seems. And if the customer walks away with a bad impression because he or she didn’t understand the complexities of the repair process, it’s definitely not worth it.

We may never know the true cost of losing potential future customers because someone left with a negative experience. That's why it’s so important to be selective about the jobs we take on, ensuring that both the shop and the customer come away with a positive result.

EMAIL: tiffanykaymenefee@gmail.com

ARCHIVE: fenderbender.com/menefee

Seeing Through the Smoke

Together, we can unmask the realities of insurance claims to empower our customers and enhance the quality of our industry.

The Illusion of Trust

One of the most persistent and damaging myths in the world of auto repairs is that insurance companies are on the consumer's side. Unfortunately, this belief often blinds consumers to the harsh reality that insurers are primarily driven by profit margins rather than customer care. For collision shop owners, this is an especially frustrating dynamic that can significantly impact their business and the satisfaction of their clients.

The reality is simple. Insurance companies leverage their economic power to maximize profits at the expense of working people. They are involved in a deliberate system that we all know and understand all too well. But why does most of our country remain ignorant of this? It's because the system expands far beyond our imagination. I'll explain.

The Power Play of Insurers

Insurance companies have a significant financial advantage over individual shops and consumers. This power imbalance allows them to implement cost-saving measures that often compromise the quality of repairs and customer satisfaction. They may push for cheaper parts, deny claims, or use delaying tactics to frustrate consumers into accepting lower settlements. Such practices are not just common; they are systemic. By exerting economic pressure, insurers can grind down working people who might lack the resources or knowledge to fight back. This approach boosts their bottom line but leaves consumers — and the collision repair shops that serve them — at a disadvantage. So why isn't this common knowledge?

Well, over the last 14 years, I have approached several major media providers, including local news stations, major podcast influencers, radio, and even Netflix, with the idea of providing case study after case study of the insurer's prejudicial behavior practiced today across the country, to no avail. Wait? Why wouldn't this be something to share with our communities to ensure equitable business practices?

The majority of these media providers are funded and endorsed by the same insurers we would be looking to expose. Therefore, fear of negatively impacting their funding relationships with insurers comes first, and the integrity of their content is strategically filtered/manipulated to protect the nuts and bolts of the system.

The Hidden Costs of Cheap Repairs

When shops and consumers allow insurers to cut corners, the immediate financial

savings come at a hidden cost. Cheaper parts lead to subpar repairs, which compromise vehicle safety and performance. Over time, these issues result in additional expenses for consumers when the insurer is no longer considered involved and the claim has been "closed."

As shop owners, the pressure to use inferior parts or hurried repair processes ultimately damages our reputation and erodes customer trust. This negative momentum impacts the entire industry, lowering standards, reducing overall quality, and diluting reputations.

Educating Consumers for Empowerment

One of the most powerful tools against insurers' economic leverage is an educated consumer base. When customers understand their rights and insurers' tactics, they are better equipped to stand firm and demand quality repairs. Knowledge is power; in this case, it can make a significant difference in the outcome of an insurance claim. Educated consumers are more likely to:

1. Recognize when their insurer is shortchanging them.

2. Insist on original equipment manufacturer (OEM) parts rather than cheaper alternatives.

3. Seek out reputable collision shops that prioritize quality over cost-cutting.

Navigating the Claim Maze

Understanding the insurance claim process is crucial for consumers seeking fair treatment. By knowing what to expect and how to respond, they can avoid common pitfalls and ensure they receive the compensation they deserve. Here are a few key steps:

1. Document Everything: Encourage customers to keep detailed records of all communications with their insurer, including emails, letters, and phone calls. This documentation can be invaluable if disputes arise.

2. Know Your Rights: Educate consumers about their rights under state and federal laws. (If you don't know or understand them, how do you expect your customers to?) This includes the right to choose their repair shop and the right to challenge an insurer's assessment.

3. Seek Professional Advice: Sometimes, the best way to ensure a fair outcome is to seek advice from a professional, whether it's a legal expert or a knowledgeable collision shop owner.

The Benefits of a Well-Informed Customer

When consumers are educated about the insurance claim process, everyone benefits. Collision repair shops can provide better service, knowing their customers are informed and empowered. Consumers receive higher-quality repairs and are less likely to be taken advantage of by their insurers.

This creates a positive feedback loop, continually reinforcing quality and trust. Over time, this can lead to higher industry standards and more satisfied customers.

Standing Firm for Fairness

Ultimately, the key to overcoming insurers' economic power is collective action. Collision shop owners and consumers must work together to demand fair treatment and highquality repairs. By standing firm and advocating for their rights, they can help shift the balance of power and ensure a better outcome for everyone involved.

The belief that insurers are solely focused on customer care is a dangerous illusion that can lead to poor repair outcomes and financial hardship for consumers. However, by educating customers and standing firm for fair treatment, collision shop owners can help level the playing field and ensure a better future for all.

Remember, you're not alone the next time you face pressure from an insurer. Together, we can see through the smoke and unmask the realities of insurance claims, empowering our customers and enhancing the quality of our industry.

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