Bodyshop March 2013

March 2013

Bodyshop CANADA’S MAGAZINE FOR COLLISION REPAIR PROFESSIONALS SINCE 1970

Plus: Paintless Dent Removal Training I-CAR: New OE Technology CCIF in Transition

WHAT KEEPS YOU

AWAKE AT NIGHT? Market forces? Consolidation? Insurance Partner Relations?

Technology? Training? Profitability?

We Survey Shops Across the Country

CANADA POST CANADIAN PUBLICATIONS MAIL AGREEMENT #40069240

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Visit www.bodyshopbiz.com

13-02-13 1:02 PM

You know you’d rather use Ford Genuine Parts.

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*Actual January, 2013 Ford Parts Conquest Program pricing comparison.

Ford Parts Conquest Program and Ford Genuine Parts are registered trademarks of the Ford Motor Company. OEConnection and CollisionLink are registered trademarks of OEConnection.

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Bodyshop CANADA’S MAGAZINE FOR COLLISION REPAIR PROFESSIONALS SINCE 1970

contents

March 2013 l Volume 43, Issue 1

Features 14

Innovative Metals

16

CCIF Forum Wrap-Up

20

Paintless Dent Repair: New Training Options

30

SURVEY

Garnet Young, I-CAR trainer/expert and principal of Young’s Auto Body in Blind River, Ontario, helps lay out the properties and special repair needs of some of the more popular new materials you’ll find in today’s cars, from ultra-high strength steel (UHSS) to space-age carbon fibre.

CCIF’s largest of its three-a-year Forums takes place in Toronto every January, and this year’s edition set the tone for CCIF’s future direction, as it embarks on a new life as part of the Automotive Industries Association of Canada.

A small two-man operation in Mississauga, Ontario, provides training in PDR, an economical and quick alternative to traditional repair for small dents such as hail damage, which could help provide an alternative revenue stream for shops, or even a whole new livelihood for techs.

Business priorities: which of these issues concerns your shop the most?

Cover 24 Cross-Canada Checkup: What’s Keeping You Up At Night?

20

24

Our annual chat with shops across the country to find out what your biggest concerns are, now and as the year wears on. Despite a few perennial concerns – chief among them the challenges of surviving in a consolidating market, cars that are better at avoiding collisions (even if their drivers aren’t), and balancing insurers’ concerns with their own, the shop owners we talked to were basically optimistic about 2013 – and as long as everyone is safe, a little snow (or hurricane, or hail) is not a bad thing at all.

In Every Issue 4

From the Publisher

29

Internet Directory

6

News

29

Advertisers Index

26 New Products: Shop Equipment and More

visit us at bodyshopbiz.com In the next issue: Our Environment and Sustainability issue features Salvage and Used Parts, Keeping Compliant, The Latest on Welding, Frame/Alignment and Spray Booth Tech, and much more. www.bodyshopbiz.com l March 2013 l Bodyshop 3

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Bodyshop CANADA’S MAGAZINE FOR COLLISION REPAIR PROFESSIONALS SINCE 1970

from the publisher

GET ON BOARD WITH CHANGE The ground on which the insurance-versus-collision industry conflict has waged is changing.

It is in the process of going from shouts of foul, from one county or another, to sober, directed action.

Don’t get me wrong: I believe quite strongly that a little fury is a good thing. It can be a useful tool for the aggrieved; it can certainly be an attention-getter. Sometimes, you just need to get the attention of those who can make those meetings happen.

Regardless, we’re on the verge of a big change in the nature of the relationships with the private insurance market in Canada.

While I take my hat off to those individuals from the insurance sector who have had the courage to sit down with collision industry professionals to learn their concerns first-hand – though, if the letters I get on a monthly basis are anything to judge by, there is still much work to be done there.

The announcement by the Canadian Collision Industry Forum and the Automotive Industries Association of Canada puts two of the most recognized and respected entities in the industry in the same corner.

The CCIF has brought an unparallelled level of discussion to this industry for more than a decade, and since its founding it has been the go-to place for discussions and networking for this industry. Mike and Pam Bryan made it happen, and they deserve a tremendous amount of credit for stepping out and putting the model together, though I am sure they would prefer I also hand out credit to the many people who have worked to make the CCIF strong over the years, so I will. Kudos to all.

But one of the tenets of the CCIF is that it was not an association, and standing committees between events were up to the participants to assemble. And over the past little while, the industry has started to look for a way to address the ongoing concerns in ways that the CCIF was not really set up to do.

While for many the AIA is a new player, it has a long history of effective service to the automotive industry, and has been the best thing to happen to I-CAR in Canada for a long time. So it’s equally committed to this industry, and as an organization with an organizational infrastructure in place, it looks like a good fit to provide the kind of continuity that those who believe in the CCIF seek, while recognizing the need to address new challenges.

So it’s all good so far.

It is my hope that the new CCIF administrators will be able to increase real meaningful participation from the insurance sector as well as from shops, OEMs, and other suppliers.

There is a great need for increased efficiency and bottom line performance at the shop level, and everyone concerned has a stake in that issue.

This recent move has the potential to help address that, but to make that happen will require not only that the CCIF veterans keep the train rolling, but that a whole set of new players step up and drive the process forward.

The future of this industry has already been up to you; this is a new opportunity to shape that future in meaningful ways. Time to get on B board.

Andrew Ross aross@bodyshopbiz.com

PUBLISHER Andrew Ross 416-510-6763 aross@bodyshopbiz.com

ASSOCIATE EDITOR Martha Uniacke Breen MUBREEN@BODYSHOPBIZ.COM EDITORIAL CONSULTANT Brian Harper CONTRIBUTORS Peter Diekmeyer SALES MANAGER Jay Armstrong 416-510-6745 jarmstrong@bodyshopbiz.com PRODUCTION MANAGER Steven Hofmann 416-510-6757 shofmann@bizinfogroup.ca ART DIRECTOR Choo Hwee Kuan PRINT MANAGER Phyllis Wright CIRCULATION MANAGER Selina Rahaman 416-442-5600 ext.3528 CUSTOMER SERVICE Roshni Thava 416-442-5600 ext 3555 VICE-PRESIDENT Alex Papanou PRESIDENT Bruce Creighton

BODYSHOP is published by BIG Magazines LP, a div. of Glacier BIG Holdings Company Ltd. 80 Valleybrook Drive, Toronto, ON M3B 2S9 Phone 416-442-5600 Fax 416-510-5140 Subscription rates: Canada – $39.95 (add applicable taxes) per year, $62.95 (add applicable taxes) for 2 years, single copy $7.00. USA and all other foreign – US$61.95 per year. U.S. single copy US$10.00.

All rights reserved. Printed in Canada. The contents of this publication may not be reproduced or transmitted in any form, either in part or full, including photocopying and recording, without the written consent of the copyright owner. Nor may any part of this publication be stored in a retrieval system of any nature without prior written consent.

US Office of Publication: 2424 Niagara Falls Blvd, Niagara Falls, NY 14304-1118. Periodicals postage paid at Niagara Falls, NY. US Postmaster: send address changes to Bodyshop PO Box 1118, Niagara Falls, NY 14304-1118.

From time to time we make our subscription list available to select companies and organizations whose product or service may interest you. If you do not wish your contact information to be made available, please contact us via one of the following methods: Tel: 1-800-268-7742 Fax: 416-442-2191 E-Mail: privacyofficer@bizinfogroup.ca Mail to: Privacy Officer, Business Information Group, 80 Valleybrook Drive, Toronto, ON M3B 2S9 ISSN 0045-2319 Online 1923-354X Canada Post Canadian Publications Mail Sales Product Agreement No. 40069240 Return postage guaranteed. Send change of address notices, undeliverable copies and subscription orders to: Circulation Dept. — Bodyshop Magazine, 80 Valleybrook Drive, Toronto, ON M3B 2S9 We acknowledge the financial support of the Government of Canada through the Canada Periodical Fund (CPF) for our publishing activities.

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Association of Association of Business Publishers Business 205 East 42ndPublishers Street East 42nd Street New205 York, NY 10017 New York, NY 10017

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13-02-07 1:35 PM

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news

Automotive Industries Association of Canada to Take Over Canadian Collision Industry Forum T

he Automotive Industries Association of Canada will be taking over the management of the Canadian Collision Industry Forum next year, the organizations have announced.

In an announcement made by CCIF chair Tom Bissonnette at the well-attended forum meeting in Toronto in late January, the need for more continuity of action was noted as a key reason for the move.

While the value of the CCIF has been regularly hailed by participants across the collision industry, as pressure on the repair segment has increased both on the economics and on the regulator fronts, the need for the CCIF to evolve into something more has also been a topic of discussion in the industry.

“I think we’re going to have a lot more resources, so we’ll be able to offer a lot more resources of the AIA,” said Bissonnette. “The point man for the AIA at this time will be Andrew Shepherd, who is of course your I-CAR representative.”

“CCIF has operated extremely well as a discussion forum, but now I think it’s time to add an action capacity,” observes Shepherd. “We have the capital – because of the consolidation of insurers and repairers, for example – to come up with some unique solutions, without the animosity of some other jurisdictions.

This affiliation will allow the AIA, with its marketing and government [resources],

to take the ideas flowing out of the CCIF and follow up on them.” The AIA already operates the I-CAR collision industry training programs in Canada, and also recently took over the management of the Heavy Duty Distributors Council, an association of truck and other heavy-duty parts distributors.

Bissonnette said that the chairman’s council would be reviewed, and ways to get more new people involved was a priority. “It’s good to get new people, new faces. There are so many people who have such great ideas, and maybe we just haven’t taken it upon ourselves to extend an invitation.”

He also emphasized the need to engage more insurance industry individuals on the chairman’s council.

“We’re going to need insurance people on the council. [With] some of the issues we are talking about, wouldn’t it be great

to sit down and work out an agreement and work together to make it better for everyone?”

Bissonnette also called for more shop participation in the council.

Administratively, the linking with the AIA should provide more ongoing resources, but it also requires a tighter organizational structure. Accordingly, Bev Cook, a long-time executive with the association, has been recruited to help put together the business plan and the governance model of the CCIF. “The key thing is that we need to identify people; we need to identify a strategy that is going to move forward,” said Bissonnette.

The goal is to have business and governance plans in place by the time the next CCIF event is held, in St. John’s, Newfoundland, on May 25, 2013.

Register at www.ccif.net.

ASRW Recognizes Three Companies for Marketing Initiative

A

utomotive Service & Repair Week (ASRW) has announced that Terry’s Auto Supply, HMS Warehouse, and LKQ are the overall winners of the exhibitor marketing initiative, launched last summer, that encouraged all exhibitors to send invitations to attend ASRW 2012 to their customers and prospects. A total of 63 exhibitors participated in the program, called Exhibitor Invites.

Among the participating exhibitors, Terry’s Auto Supply won the top award for sending the most invitations. HMS

Warehouse received honours for the most attendee registrations, and LKQ was recognized as the Best in Show winner for sending the most customized emails and for their perfect verification rate.

Show management provided Exhibitor Invites as a value-add to all companies who invested in exhibiting at ASRW 2012.

The online system allowed each exhibitor access to a secure website and the ability to customize and send invitations to their customer and prospect databases.

“Statistically speaking, it’s more mean-

ingful for attendees to receive a personalized invitation to the show from an exhibitor than to register on their own, and they’re more likely to attend,” says Lindsay Roberts, ASRW show director.

“Our exhibitors diligently sent invitations to their customers and prospects in the weeks and months leading up to the show, and we’re grateful for their efforts on the show’s behalf.”

ASRW 2013 is scheduled for Oct. 16-19 at the Mandalay Bay Convention Center in Las Vegas.

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news

Continued from page 6

Dupli-Color Announces Paint Crew Challenge Finalists

D

upli-Color, a national leader in automotive paint and aftermarket products, has named 12 talented restoration enthusiasts from across North America as inaugural members of its Paint Crew. Members of this select group will receive Dupli-Color products, apparel and garage furnishings, product team access, and promotion of their restoration projects throughout the year.

Each month, Dupli-Color will feature a new Paint Crew member through a profile on its Facebook page and eblast to its national customer base. The brand will highlight members’ projects and show how they are using DupliColor’s newest innovations to restore a wide variety of vehicles. Paint Crew

T

members will also have the opportunity to work directly with the Dupli-Color team to test and help develop new products.

The members of the 2013 DupliColor Paint Crew are: Joe Cuccaro – Little Elm, TX; Edward Danneberg – Saskatoon, Saskatchewan; Brandon Dean – Union Gap, WA; Chuck Fasst – Portland, OR; Seth Govan – Melrose Park, PA; Jeff Huebner – Astatula, FL; Joseph Murray – Portsmouth, VA; Bob Mushow – Apollo Beach, FL; Vinny Muzzio – Fort Worth, TX; Keith Nelson – Bellevue, WA; Brad Roe – Chatsworth, GA; and Nic Woodward – Waunakee, WI. To see the latest Dupli-Color Paint Crew projects and learn more about the

team, visit www.facebook.com/Duplicolor. For more information about the Paint Crew or Dupli-Color products, visit www.duplicolor.com or call 1-800247-3270.

Correction

An item in our December issue (“Craftsman Celebrates Chinese Partnership with Wedge Clamp”) suggested that Wedge Clamp has opened a bodyshop in Suzhou, China, when actually Craftsman Collision opened the shop, with Wedge Clamp sharing office space with them and using part of their shop as a training facility. Bodyshop apologizes for the error.

Industry Minister Touts Canada at Auto Show

he Honourable Christian Paradis, Minister of Industry, attended the 2013 North American International Auto Show in Detroit to promote Canada as a world-leading destination for automotive investment. “Thanks to actions taken by our government, Canada is a premier place to do business and a great place to build cars,” said Minister Paradis.

“Given our low tax rate, solid fiscal framework, investments in R&D, and highly skilled workforce, I look forward to further investments in Canada.”

Canada’s automotive industry is a key economic driver and plays a significant role in the economy, contributing 12% of manufacturing GDP and 11% of total merchandise exports. The industry em-

New Look for Wedge Clamp Systems Website

S

porting an entirely new look and feel, Wedge Clamp Systems has given a facelift to its website, www.wedgeclamp.com. The new look is designed to provide an almost immediate feel of how quick and easy the setup of the company’s equipment is. In addition, the site is packed with new information and assistance for the visitor to access.

The new site allows visitors to read testimony from users, check out the latest news releases, or easily download Wedge Clamp’s catalogue. Each of Wedge Clamp’s manuals is also available to download for quick reference. Distributors get special access to retrieve more tools and information. This new design also features a comprehensive media section with all the company’s updated releases as well as industry articles.

ploys approximately 111,000 Canadians directly and another 338,000 indirectly.

Five major manufacturers currently assemble vehicles in Canada: General Motors Company, Chrysler Group LLC, Ford Motor Company, Toyota Motor Corporation, and Honda Motor Company. “Jobs, growth, and economic prosperity continue to be our government’s top priorities. We are serious about auto manufacturing in Canada, and the recently announced Automotive Innovation Fund underscores that commitment in a big way,” added Minister Paradis.

“We are ensuring Canada continues to be a centre of automotive innovation, a place where the ‘car of the future’ is built.”

Earlier this month, the Canadian government renewed the Automotive Innovation Fund (AIF), a five-year, $250-million investment that was first introduced in the 2008 budget. AIF investments support leading-edge, innovative projects in automotive manufacturing and R&D to develop advanced and greener products and processes. To date, the program has leveraged up to $1.6 billion in investments in Canada’s auto sector.

Continued on page 10

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What’s your

Exit strategy?

a solid solution is worth exploring!

You’ve worked long and hard to build your business. Now, it’s time to sit back and relax a bit. But how do you get out of the fast lane and take the rewards with you?

Whether you’re retiring or simply selling as a good business move, make The Boyd Group your exit strategy. We are the largest operator of collision repair facilities in North America and we’ve worked with many owner/operators to create winning exit strategies. In short, we want to help you get to where you want to be.

To find our more about the Boyd Group, visit our website. To find out how we can help you, call Eric Danberg, President, Canadian Operations, THE BOYD GROUP at 204-488-4215.

www.boydgroup.com

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White Still No. 1, Say Paint Suppliers W

hite/white pearl dominates the global automotive colour popularity ranks for the second consecutive year, according to reports by both DuPont and PPG released before Christmas.

According to DuPont, black/black effect moves into second place in the global ranks this year, largely due to increased popularity in the Asia Pacific market as this colour has a worldwide perception of high quality and luxury.

Silver fell to third, reflecting a gradual decline, especially in the critical large automotive markets of Europe and Asia.

The DuPont report, in its 60th year, is the largest and longest running report of its kind in the automotive industry. It is the only report to include global automotive colour popularity rankings and regional trends from 11 leading automotive regions of the world.

White/white pearl moved to top the ranks in Europe in 2012, and was in the leading position as the most popular car colour in North America, Japan, South Korea, Russia, South Africa, and Mexico.

Overall, white/white pearl represents 23% of the global market in DuPont’s 2012 report.

Today, white tri-coats are more readily applicable to the global manufacturing base and evoke quality and value among a variety of vehicle segments, according to Nancy Lockhart, DuPont colour marketing manager. Solid whites have been seen in vanilla shades, stone shades and the current preference of bright whites.

Silver peaked during the start of the digital age between 2000 and 2006, says Lockhart. “We’re seeing more luxury vehicle purchases now that the economy has started to stabilize, and vehicles painted black/black effect are seen as luxury status symbols in several key global markets.”

Meanwhile, PPG Industries’ recent release of its annual automotive colour popularity and trend data also found that white retained the leading spot as the most popular car colour based on 2012 automotive build data, but forecasts that the overall use of colour is on the rise.

According to PPG’s annual survey of global colour popularity, white ranked

Letters Dear editor: Intact’s new DRP program, called Rely, is the beginning of the end for collision repair shops -- the end of control over your business, that is. The Rely program takes parts procurement away from the shop [and dictates] where the parts will come from. Suddenly parts will be coming from suppliers you have no relationship with, or are possibly not even located in your city or town. Intact’s purpose is to lower costs, control what type, quality and/or brand of part is installed on a collision repair. Understandably they are looking for ways to reduce cost, become more competitive, etc. Most business is interested in this. Unfortunately, there are many downsides to this approach. If parts are ordered incorrectly or damaged, who then handles this? If the parts come from a supplier out of town and delivery takes longer, will this count against the repair time? If the supplier has

first (2%) and silver was second (20%), followed by black (19%), grey (12%), red (9%), natural (8%), blue (7%), green (2%) and other colours (1%).

no relationship with the shop, how will customer service be affected?

As you can tell, I am not keen on such programs. I fear this is only the beginning of losing control over our business.

What will come next? Which brand of paint, sandpaper, tools and equipment we should use? We are already dictated to too much: Use these kinds of parts, take this door rate for payment, and use this rental car company. Slowly, a little bit at a time, we are losing more control. Parts are a major part of a collision repair shop’s profit. Taking it away will put a lot of shops in a difficult position. Intact says it will not affect shops’ profit. Intact says it will direct 60-70% of claims to 20% of the shops, therefore offsetting the parts-profit losses.

More volume does not equal more profit if you have already been trimmed to the bone in other areas. Breaking even or slight losses are not sustainable. Employees, utility companies, suppliers, rent and/or mortgages don’t get paid with breaking even. Maybe insurance companies should open a shop under the guidelines they push and see if they can make a profit.

Robert Dumais

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CARSTAR expands with New Locations Across Canada C ARSTAR Automotive Canada Inc. is proud to announce the opening of three new stores: CARSTAR Kincardine, located at 441 Broadway Street in Kincardine, Ontario, owned and operated by Scott Rowe, Jamie Rowe and Kim Wheeler; CARSTAR Amherst, located at 1 Tantramar Court in Amherst, Nova Scotia, owned by multi-CARSTAR store owner Rick Upham, who also owns CARSTAR Truro (Upham’s), located at 12229 Hwy #2 in Truro-Belmont, Nova Scotia, and CARSTAR New Glasgow, located at 265 Coalburn Rd. in McLellan’s Brook, Nova Scotia; and CARSTAR Medicine Hat, located at #105 - 2682 Box Springs Close NW in Medicine Hat, Alberta, owned by Bruce Hemstreet and Trevor Jones with Dale Critchlow managing the store.

Scott decided to join the CARSTAR network after successfully running his own dealership for close to 10 years.

Understanding that in order to maintain the success of his dealership he would have to increase his service offering, Scott believed it was the perfect time to expand his collision repair centre and join CARSTAR. CARSTAR Amherst is a brand new, fully equipped collision centre with top of the line technologies including a Nova Verta Spray Booth and a Car-O-Liner Frame Rack. Housing these technologies

(Above and right) CARSTARS new location in Amherst, N.S.

(Above) Scott Rowe, owner of the new CARSTAR location in Kincardine, Ontario, shown above, right.

within CARSTAR Amherst will ensure minimal cycle time for customers with the highest quality repairs.

CARSTAR Medicine Hat is a fully equipped collision centre designed specifically as a lean production centre. With top-of-the-line technologies including a

Nova Verta Spray Booth and Double Prep Station, a Car-O-Liner Frame Rack with Computerized Measuring, a Compression Spot Welder and more, CARSTAR Medicine Hat will ensure minimal cycle time for customers with the highest quality repairs.

CARSTAR’s new Medicine Hat, Alberta, location, owned by Bruce Hemstreet and Trevor Jones (above right in red shirts) with Dale Critchlow (right) managing the store.

Young Entrepreneurs Launch Waterloo Maaco

J

osh Laur and Matt Landowski are the proud owners of a new Maaco location in Waterloo, Ont. The 9400square-foot facility is a new venture for the pair of entrepreneurs, who both come from outside the automotive industry. “Matt and I were looking for a franchise, but felt the sandwich business didn’t really do it for us,” says Laur.

The appeal of the Maaco business model was immediate -- solid support

with enough room to operate the business in their own style -- and the two have already forged ahead, building bridges within the Waterloo community they both call home. The shop currently employs four staff.

“We’re already getting a lot of thirdparty work and smaller repairs. People actually leave notes on cars in parking lots here. It actually makes me proud of living here,” says Laur. www.bodyshopbiz.com l March 2013 l Bodyshop 11

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Matrix System Announces 2013 “Award Winning Finishes” Calendar Contest Winners

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atrix System Automotive Finishes has concluded its 2013 “Award Winning Finishes” Calendar Contest. This year the competition included many remarkable entries and similar to years past, the vehicles were designed and painted by restoration, custom, and bodyshop painters nationwide.

This year, winners were judged based on finish quality, technical difficulty, design originality, and artistic merit. Twelve winners were selected with first place receiving $750 of Matrix System products and a featured spot inside the calendar.

The 2013 Calendar Winners include 1st Place Winner ‐ Carl Casey of Casey Customs, Verona, MO for his 1956 Chevy Cadillac; 2nd Place Winner ‐ Sam Shriver of Paintz by Sam, Plain City, OH, for his 2008 Harley Davidson Street Glide; and 3rd Place Winner ‐ Mark Stoecker, West Melbourne, FL for his 1932 Ford Coupe.

Also winning spots in the calendar include Chris Henrietta – Gooding, ID; Ed Sandy of Sandy’s Custom Painting – Uniondale, PA; Jerry Parish – Edmund, OK; Gary Zabrowski, Boogie’s Custom Creations – Riverview, MI; Pat Paldino – Worcester, MA; Art Hobbes, Hobbes Auto Body – Shasta Lake, CA; Colby Valenti & Shannon Parker, Parker Brothers Concepts – Melbourne, FL; John Patterson – Ypsilanti, MI; and M8480_Layout 1 12-10-01 10:12 AM Page 1 Lamar Nolley, Weber’s Paint & Body – Cleveland, NC.

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Honourable Mentions were awarded to Jerry McReath – Falkville, AL; Chris Von Chytry, Mad Professor Customs – Detroit, MI; Bruce Mann – White Lake, MI; Rene Cueva, Cueva Custom Paint – Canyon Lake, TX; Don Marecle, Patty’s Rod Shop – Cullman, AL; and Dan Lappin – Brownstown, MI. “I am extremely impressed with the entries that we received this year,” stated Dave Brunori, executive vice-president. “Our customers continue to make us proud by displaying and showing off their high quality Matrix System paint jobs. It’s amazing to see how far we have come as a company that started manufacturing low cost products nearly 30 years ago.”

Appointments Wedge Clamp Systems announces the addition of Bernard (Bernie) Gooding to the new position of Area Sales Manager for Wedge Clamp Systems Inc. (“WCSI”).

Gooding began his career in the automotive industry in England, and continued in the collision repair industry after moving to Canada in 1988. Gooding has managed bodyshops since 1990, and brings extensive knowledge of automotive collision repair and of the collision repair industry. Prior to joining WCSI, Gooding was with Craftsman Collision for 14 years, rising to the role of Regional Manager in 2009, and being recognized in the industry and communities where he resides for excellent repair quality and outstanding customer service.

Gooding enjoys spending downtime on his boat with his family while also being an avid musician who often can be found playing guitar or drums with the local house bands.

Automotive Service & Repair Week (ASRW) proudly announces Dan Stander, AAM, Fix Auto Highlands Ranch in Littleton, Colo., will serve as the next event chairman for the International Autobody Congress & Exposition (NACE); and Bill Moss, AAM, owner of EuroService Automotive in Dan Stander Warrenton, Va., will return for a second term as the event chairman for the Congress of Automotive Repair and Service (CARS). Each chairman will represent his segment of the industry and ASRW. The 2013 event is scheduled for Oct. 17-19 (with an education conference beginning Wednesday, Oct. 16) at the Mandalay Bay Convention Center in Las Vegas.

Stander follows Ron Nagy who has concluded a twoyear term as the NACE chairman from 2011-2012. Nagy’s enthusiastic, diligent service the past two years is sincerely appreciated by the Automotive Service Association (ASA) and ASRW staff.

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Bulit & Painted by Lost Time Hot Rods & Choppers St. Thomas, ON

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innovative metals

Modern Automotive Material

The modern automobile is quite a different entity today than it was only a few years ago, with much finer tolerances, OE-specific d

each with unique handling characteristics and requirements. Here’s a brief rundown, in chart form, of some of the more typical m I-CAR trainer/expert, and principal with Young’s Auto Body in Blind River, Ontario, who helped assemble this chart.

By Martha Uniacke Breen

Material

High Strength Steel (HSS), Ultra High Strength Steel (UHSS) and Advanced High-Strength Steel (AHSS)

Aluminum

Magnes

Special Properties

Provide much greater strength while reducing weight, by adding boron and other high-tech materials to steel to create alloys

Strength and repairability with light weight

Excellen combine excellen

Mainly, structural components

Throughout vehicle, but commonly in body panels, wheels, engine suspension components; BMW uses it for some structural components

Rad sup suspens panels

Repairability is limited due to special hardening techniques, which are calibrated differently in different sections of the part; heating during repair or replacement may weaken the metal Heat Affected Zone (HAZ) and reduce 5-star crash rating.

Corrosion resistance a factor; shops doing a significant amount of aluminum repair should have a special bay and tools dedicated to aluminum to protect against corrosion from contact with other metals; weldable and repairable by a properly trained technician

General it is cas under c can be f

Visual indicators insufficient for assessing damage; formalizing procedures (blueprinting) are imperative to accurately assess potential damage, even if the component looks intact; some parts are impossible to repair and can only be replaced; STRSW (spot welding) is becoming the preferred welding method

Some manufacturers have resisted widespread use of aluminum since it is expensive and difficult to handle, but its light weight and strength guarantee it will become more and more popular in future car design

A perfec repair p today’s material can be a and not through

Used

Handling/Repair Concerns

Other remarks

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erials: At A Glance

nces, OE-specific designs and schematics, and a world of different materials,

the more typical materials you’ll come across today. Our thanks to Garnet Young,

art.

Magnesium

Carbon Fibre

Excellent rigidity and strength combined with light weight; excellent formability for casting

Very strong yet light, durable, highly formable, leading to reputation for sleekness and “sex appeal” in car bodies

Rad supports, some suspension components, body panels

Two types: “Visible weave,” found on insides of hoods of some luxury vehicles mainly for looks (but totally unrepairable if damaged); “non-visible weave,” which is becoming much more common in everyday vehicles and growing in popularity; suitable for any non-structural components including body panels, rad supports, suspension, etc.

Generally not repairable since it is cast, not welded; also, under certain circumstances, can be flammable

Unlike metals, carbon fibre cracks rather than denting when damaged and sometimes bounces back to original shape, making visual damage inspection tricky; not always repairable, and requires access to both sides of component for successful repair; not always recognizable visually, making an OE repair/blueprinting plan essential.

A perfect example of how OE repair plans are crucial with today’s vehicles, since materials like magnesium can be anywhere on the car and not readily recognizable through purely visual inspection

Carbon fibre is at the vanguard of a whole raft of new plastics and other innovative materials, ranging from thermoplastics to nanosteel, that will find their way increasingly into cars as weight and safety standards become ever more stringent; as these materials become more and more common, proper training, OE certification and detailed repair plans will be imperative in order to effect professional quality repairs.

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13-02-12 10:26 AM

ccif conference

CCIF Begins Transition to

Restructure for Action

Canadian Collision Industry Forum • Toronto Airport Marriott, Toronto, ON • Saturday, January 26th , 2013

T

he first meeting of 2013 for members of the Canadian Collision Industry Forum turned out to be a well-attended and lively gathering for more than 350 repairers, insurers and suppliers. Here is a brief summary of the highlights.

CCIF-initiated contacts growing into profitable business relationships.

Successful though it may be, CCIF recognizes the need for change within itself, just as it promotes the need to embrace change by its participants. Tom outlined a new direction for CCIF as it prepares to restructure itself for action. During 2013 the administration of CCIF will transition from Mike Bryan to the Automotive Industries Association of Canada (AIA). AIA is well positioned to take on the role of administrator, having run the first meetings that led to the creation of CCIF and, more recently, becoming the operator of I-CAR Canada.

I-CAR Canada Keeps Pace with New Vehicle Technology Andrew Shepherd, Automotive Industries Association Tom Bissonnette (Parr Autobody, CCIF Chairman) Tom’s opening remarks referred to results achieved in clarifying parts information and the processes for dealing with returns and improvements. He spoke about the wealth of information provided through CCIF on shop efficiency, the repair process and LEAN production methods. Through the creation of the CCIF Skills Program, tremendous strides have been made in raising awareness of collision repair as a career choice. The exposure of issues created by OEM Advanced Vehicle Technology has opened up communication channels between OEMs, insurers and collision repairers to help them understand and take account of each other’s needs. CCIF had also achieved much by simply connecting progressive people across the different stakeholder types and across Canada, with many

study, when and where the student chooses) rose from 320 to 725. The number of Gold Class shops rose to 404 from 327 and Andrew was pleased to report that Gold Glass certification was being enforced by MPI in Manitoba. There was growing confidence in the system and increasing network and insurer buy-in.

For 2013 I-CAR Canada would be introducing a full independent learning option, strengthening its OEM partnerships and introducing new courses on blueprinting, aluminum, high strength steels and “Vehicle Technology & Trends.” It would also be developing a welding qualification delivery network and making a return to hands-on training.

CCIF Skills Program Adds More OnSite Painting Competitions Leanne Jefferies, CCIF Skills Program Leanne began by stating that the purpose of the CCIF Skills Program was to create a national program for promoting careers in the collision repair industry to young energetic people, by improving the way it is represented at Skills Competitions across Canada. Articles in the press and ads on TV often refer to the

During 2012, Andrew explained that the number of trainers had increased from 48 to 55 and six new courses had been introduced.

Despite a drop in classes compared to 2011, the number of live seats increased from 6715 to 6792. Independent learning units (self-

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jobs of the future being in the skilled trades, but there are many skilled trades and they are all competing for the same talent, said Leanne. That’s why we have to keep building our presence, visibility and drawing power at Skills Competitions across Canada, she added.

The big dream of holding painting competitions on site at Skills Competitions was realized in 2012, through use of the portable, transparent DuroAir booth, but the long term dream is still to create a mobile demonstration and training facility.

On a more positive note, some 24% of all respondents had participated as volunteers at Skills Competitions. Leanne hoped that they and new volunteers would step up to help at the 2013 events. Please contact the CCIF for more information.

Surveying the Landscape of the North American Collision Repair Industry Matthew Ohrnstein (Symphony Advisors) As a consultant to the automotive aftermarket and insurers, and as the former Chairman and CEO of Caliber Collision Centers, Matthew was able to provide a detailed and thorough perspective of the current state and future trends shaping the collision repair industry. He began by identifying the fundamental issues affecting it, such as a reduction in the total kilometres driven, the reduced frequency of accidents per household to about one every 10 years, the impact of higher deductibles and the impact of new vehicle technology on total losses – all factors in reducing demand for collision repair services and intensifying competition. New vehicle technology not only affected total losses, but its increasing complexity demands new levels of competency in repair.

With that in mind, Matthew asked CCIF participants if they thought insurance claims and collision repair personnel have timely, accurate, actionable technical repair

methodology available to them. Some 56% of collision repairers and 18% of insurers answered “no.”

While acknowledging the pressure on margins for the collision repairer, Matthew provided a perspective on the pressures affecting insurers. The declining market, insurer consolidation and financial performance issues were intensifying competition and driving their strategies in the market place – for example, through taking more control over the customer experience, resizing their DRP networks and looking at ways to ensure future repair capacity. Their financial pressures include the fact that in several recent years the combined ratio of property and casualty has exceeded 100% – in simple terms, they have paid out more in claims than they received in premiums. During this time insurers have felt the need to respond to intensifying competition by increasing their spending on advertising and acting on their understanding that satisfaction with the claims process affects 44% of customers’ overall satisfaction with the insurer. That is why insurers are beginning to take greater involvement with the customer at shop level, for example, when the insurer maintains its own claims staff at the shop, managing customer communication, severity and parts usage, while the repairer focuses on cycle time and quality. Meanwhile, DRP performance-based relationships are becoming the rule and replacement vehicle rental times are reducing.

Turning to the impact of OEM trends on collision repair, Matthew cited increasing sales, the use of new vehicle technology and a decrease in the number of platforms. OEM certification programs are beginning to grow in Canada, partly as an answer to the vehicle complexity / repairer competence issue.

Another significant trend is collision repairer consolidation. The Canadian 8,000 shop population at the turn of the 21st century is already down to 6,000, and on its way to 4,000 within the next 10 years. The pressure is, and will continue to be on mid-sized shops, ($1M -2.5M sales) and many of those who choose the “grow” option will join a network. On a North American basis, the 10 largest non-dealer corporate owned and franchisee networks, or MSOs (Multi-Shop Operators), are now handling 12% of collision repair sales volume. In the end, though, whichever “grow” route a collision repairer chooses to follow, the critical success factors Continued on page 18

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ccif conference

Continued from page 17

remain the same – operating a business that provides first class service, is performance based and process-driven, and that is able to leverage its partnerships. It must continually innovate, follow LEAN practices and be the employer of choice.

As CCIF Chairman, Tom Bissonnette, had mentioned earlier, CCIF is restructuring in order to provide greater support to the industry in this time of rapid change. That support will be shaped around the needs of the industry, as defined by CCIF participants.

So, having been given a perspective of the current and future trends, CCIF participants were asked to vote on which major industry issues they would like CCIF to take action.

The top choices of CCIF participants at this point were: 1. Insurer relations, programs and consolidation 2. Gross margin, EBITDA, profitability 3.

Human Resources: Attracting, training and retaining employees 4. Vehicle technology, repairability and OE Certification 5. Surviving in a shrinking market

CCIF Action Panel The next step was to invite a panel, moderated by Matthew Ohrnstein, to discuss these issues before asking CCIF participants to vote again on their top choice for action.

The panel comprised: Flavio Battilana, CSN Collision & Glass /Carrossier ProColor, Canada; David Low, Wolf Collision, Halifax NS; Michael Macaluso, CARSTAR Automotive, Canada; Kevin Machell-Cox, Craftsman Collision, Vancouver; Sam Piercey, Budd’s

Collision, Oakville, ON; and Paul Prochilo, Prochilo Brothers, Toronto, ON. On “Surviving in a Shrinking Market,” Sam cited specialization and the addition of new locations as the way to grow. Paul spoke of engaging with partners, agreeing critical success factors, setting goals and implementing action plans. Building a strong brand and winning referrals from satisfied customers, were keys to growth, added Kevin. David agreed, but recognised the

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difficulty for independent, single location shops to build a brand. Flavio felt that size was important and that it was essential to keep understanding insurers’ needs, recognize the growth of certain market segments, e.g., luxury vehicles, and that networks should insist on membership criteria always being met.

To strengthen “Gross Margin, EBITDA, Profitability,” repairers should find new revenue streams that complement the core business, said one panelist. Eliminate costs, but not to the point of damaging the business, said another. Focus on the actual dollars more than the percentages, he added. Michael estimated that 38% of time is being spent on administration and that time studies should be carried out to find ways to reduce it. An advantage of networks is that there are opportunities to share information and learn from each other. But independents should get out and talk to each other, too, said Sam. Learning LEAN, driving volume and reducing cycle time were also key factors in improving profitability, as well as training, variable compensation and profit sharing.

The issue of “Vehicle technology, repairability and OE Certification” certainly provides both opportunities and challenges, one of which is the high level of investment required in some cases, said one panelist. Paul felt that OE certification was a game changer, because it will drive greater specialization in the marketplace. Kevin added that the tendency of high-end vehicle owners is to favour specialist repairers. With examples such as the bonding of carbon fibre with aluminum, Sam agreed on the trend towards specialization, because it will simply not be viable for all repairers to invest in the equipment, tools and training necessary to carry out safe, correct repairs with the increasing mix and complexity of substrates.

On the topic of “Human Resources: Attracting, training and retaining employees,” one panelist was concerned at the repairer’s inability to match the salaries of other skilled trades. For the young people who, nevertheless, do enter the trade, it is essential to develop a farm system and coach, train and care for them, so that they stay, he added.

Flavio saw less of a problem for repairers who work at becoming employers of choice. Also, as the number of repair facilities continues to decline, there will be a pool of skilled labour for the remaining shops to draw from.

There was a realistic and positive tone among panelists on the topic of “Insurer rela-

tions, programs and consolidation.” They are the customer, so collaborate with them. Recognize and work at understanding the natural differences in behaviour between large financial services corporations and the entrepreneur repairer. There is no reason to think that further insurer consolidation will not take place, so be prepared to work with fewer, but more dominant insurance partners. Having said that, panelists and comments from CCIF participants made it clear that there is frustration with the lack of software and administration process standardization among insurers. There is a huge opportunity to increase efficiency to the benefit of all parties. As Matthew had stated earlier, just imagine the chaos, inefficiency and customer frustration if every airline operated a different reservation and ticketing process. A final comment was that with vehicle technology driving the trend towards specialization, insurers should recognize the investment in tools, equipment and training through differential labour rates.

Having heard the views of panelists and others, CCIF participants were then asked to vote on their top three priority major industry issues from the five discussed. The result was: 1. Vehicle technology, repairability and OE Certification 2. Gross margin, EBITDA, profitability 3.

Human Resources: Attracting, training and retaining employees/Surviving in a shrinking market (tie)

Why You Should Be at CCIF St John’s Tom Bissonnette concluded the meeting by referring back to his earlier comments about the transition and restructuring of CCIF. Although the transition would not take full effect until 2014, the incoming administrator, AIA, would take direction from the will of CCIF participants expressed through the final vote. AIA will start developing a new business plan to address the priority issues, how CCIF should be governed. It would also look at ways to engage industry volunteers in the actions necessary to improve collaboration and find solutions to the many aspects within these broadly defined major industry issues. AIA’s plan will be a major feature of the next CCIF meeting in St. John’s, NL, on May 25th, said Tom. Indeed, plan to be there and book your flight and hotel now, because capacity for both is limited. www.classicbumpers.com www.bodyshopbiz.com l March 2013 l Bodyshop 19

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13-02-12 10:59 AM

paintless dent repair

Paintless Dent Repair:

New Training Options Raise Profile

By Martha Uniacke Breen

Auto Magicians principals Marco Garrido (left) and Chris Beattie (right) work with a trainee to prepare a dent for PDR.

A

s members of the recent CCIF industry panel pointed out, the collision repair industry could contract by as much as 25% in the next few years, so anything that helps give a shop an edge over the guy down the street is worth serious consideration. For a pair of young men in Mississauga, Ontario, their small training facility is designed to give Canadian bodyshop techs a viable option that is inexpensive, quick and relatively easy to get into, and has at least the potential to

offer high returns: paintless dent repair, or PDR. Designed to simplify some types of repairs where the paint skin is still intact, PDR involves gently “massaging� out the damage from the underside, allowing the panel to pop back to its original form. PDR bypasses the traditional process of sanding, filling and repaint, and can be accomplished for a fraction of the time and cost. It’s particularly good for small dents, such as hail damage or car-door

dings at the mall.

Consumers like the service, since it can be accomplished at a fraction of the cost of traditional body repair; a small dent can be repaired for a few hundred dollars in a couple of hours, versus several days and a bill two or three times as high for filling and repainting. Insurance companies love it for the same reasons. And dealerships love it, since a lot full of brand-new cars left pocked by a bad hailstorm can be quickly repaired

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paintless dent repair

Continued from page 20

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without any of them losing their new-car status – or smell.

Auto Magicians principals Chris Beattie and Marco Garrido were introduced to PDR a few years ago as a business opportunity by a friend’s father, who operated a training and repair facility in Calgary. Garrido took the training course while Beattie set up the business and marketing side of their new business, and they brought the concept to central Canada, where it had been (and continues to be) almost unknown, especially compared to the U.S. “The business is hugely popular in the U.S., partly because of weather patterns down there.

Hail damage is a huge concern, and the weather has gotten worse over the last few years, with global warming and so on,” says Beattie. However, one of the biggest barriers to expanding awareness of PDR with the public, he points out, is the lack of training facilities across Canada.

“The major alternatives right now are franchises, with their huge upfront costs and all the risks that go with opening a franchise. But we wanted to get away from that. Our program is the only one in Canada with no strings attached – no non-compete clauses, no franchise fees, etc.”

Beattie also notes that some of the essential skills involved with setting oneself up in business, including marketing, estimating, business skills, and following up leads, are also covered.

Perhaps 70% of the demand for trainees comes from bodyshops looking to expand their services, says Beattie. Another significant percentage comes from dealerships, with the rest laypersons or techs that are looking for a new business opportunity. Also, notes Beattie, several government departments have shown an interest in this work.

“In Saskatchewan, there’s a huge demand for the provincial insurer for this work, who’s attracted by the low cost of the repair, an increase in hailstorms there, and other attractors such as PDR’s potential as a career path.” Auto Magicians has been working with the Saskatchewan government to finance the cost of bringing technicians to Ontario to train in the technique, and then return them to Saskatchewan to help meet the demand.

After a bad hailstorm last summer, a used car dealership in Chateauguay, Quebec sought out the company’s training services for their in-house detailer. Given the cost of contracting out the repairs, “We thought it was something our car detailer could learn and do himself in most cases,” says the dealership’s Leisa Maynard. “[After the training program, during which Auto Magicians helped with travel and accommodation details as well as technical training,] he now does PDR effortlessly.”

Beattie points out as well that small-scale companies like Auto Magicians make PDR training a viable alternative for a technician who wants to move into a specialized business opportunity, without the drawbacks of franchise investment. This was the case for Trevor Steele of Steele Wheelz in Humboldt, Saskatchewan. “Choosing [PDR] was a great way to keep me working in the industry I live and love,” he says, after a physical injury and other life complications.

“Plus with the profession being so very specialized, well-trained

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paintless dent repair

technicians are few and far between, in a province that gets record amounts of hail.”

Auto Magicians’ training program entails two or three weeks of intense, eight-hour-a-day sessions at the Mississauga facility, working with both specially modified practice panels and demos on actual customers’ cars, since the facility also offers the service to consumers and as a subtrade to other bodyshops.

(Trainees do not, of course, work on paying customers’ cars.) The cost is $5500 for the two-week program, or $7500 for three weeks; Beattie explains that the option of an extra week basically allows the tech to spend more time practicing. The trainee must also purchase his own set of tools for another $2000 or so, which Auto Magicians supplies at a discount through an agreement with Dentcraft, a specialty manufacturer in the U.S. The key to mastering the technique is a specially modified fluorescent tube lamp that is trained to emit parallel pinstripes of light over the damaged section, making it easy for the tech to restore the metal precisely to its original form, using a series of hand tools of varying sizes. As Garrido demonstrated to a reporter and a pair of trainees recently, metal has a memory, and with the right persuasion

can be coaxed back to its original shape.

“You look for the ‘nerve,’” he explains, referring to the sweet spot at the centre of a small ding. “Once you pop that out, it’s just a matter of fine finishing.”

As part of a collective effort to increase the overall visibility of PDR, Auto Magicians trainees are instated as part of a nationwide network upon completion of the course, and receive a newsletter, as well as referrals from all over the country. Some PDR specialists take advantage of the fact that the work is fairly portable, and travel around the country wherever there is demand, such as after a hailstorm.

But one of the company’s goals is also just to raise consciousness among Canadians that this service exists—that you don’t have to live with the small dings and dents of life just to avoid the cost of a repair. “We are in the process right now of licensing our name, with the goal of eventually turning it into a brand,” says Beattie. “The idea is that if you can offer the consumer the opportunity to pop out dings, repair hail dents and so on, at lower cost than a full repair and repaint, it’s good for everybody. It just makes a lot of sense.”

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cross-canada survey

Cross-Canada Checkup:

What’s Keeping You Up at Night?

By Martha Uniacke Breen

Each year, Bodyshop talks to shop owners across the country to shoot the breeze, find out how the weather’s been (and, often, how business has been as a result), and what your main concerns are now and in the coming months.

Here are some of the highlights of those conversations.

Frank Gobbato, Formula One Collision Centre, Windsor, Ont. “When Sam Piercey spoke at the recent CCIF conference about the problems with paying trainees minimum wage, he was completely right. Forty years ago when I started in this business, you didn’t need a lot of technical skill, just basic common sense. But now we’ve really turned a page: today you need to be a chemist, an engineer, an electrician, a computer guy…you need so may talents to restore a car to pre-loss condition.

“Another thing they brought up at the CCIF conference that stuck with me was the point about a 90% failure rate when people come in for welding training. This is an indicator that we have a serious training problem, and I was surprised that the insurance

people in the room didn’t squawk! That’s a safety and competency issue. But with the insurance companies pushing their issues on us [of keeping costs down], how can you expect to get a high level of knowledge, at basically minimum wage?

“We have always been proactive in our recruiting. Our facility donated a spray booth and welding equipment to Western High School here in Essex County, to get our name out there and to hopefully get kids interested in this as a career. In our facility, we only have a handful of guys and gals who came from other bodyshops or collision repair places; most have come up with us. When we interview hires, we look for ambition, common sense, enthusiasm, a love of cars – because this is the type of person we want, more than experience. You can teach the skills, but not common sense.

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cross-canada survey “As an industry, vehicles today are so much more complicated and there is only one right way to fix them. So you have to get onside and be willing to get as close as possible to the OE standard.

The insurance companies have to get on board with this. And you have to be willing to pay these people a decent wage.”

Leon Aines, Leon Aines Autobody, Qualicum Beach, B.C. “My opinion is that there is a lot of squawking about insurers, but we [at our shop] don’t have a problem with the provincial insurer.

When ICBC came in, they cleaned up the industry, all the double dealing, and I have no complaints about them at all.

“It is difficult to find trained personnel nowadays. I try to run with three guys here, and there’s a mix of ages, but my youngest guy is 35. I consider myself lucky to have him in the shop; he’s a great worker. He’s from Australia, met a Canadian girl and decided to move here, so he came to me.

“I’m also lucky in that I don’t have to do a lot to bring in business. There’s always competition, but it’s a pretty small town and I’ve been in business 30 years, so now I’m working on the cars of the grandkids of my first customers. Also, there are a lot of retirees here, so we joke that there’s always a steady business from the older folks running into each other!”

Gabriel Roubeiz, FIX Auto Dorval, Dorval, Quebec “The snow, ice, and cold weather have boosted sick days, increased late arrivals and slowed parts deliveries. The fact that this is all happening at a time when we are increasingly busy, only serves to heighten pressures.

“In meetings with other collision centre operators, we hear again and again about the gap in ages. On the one hand there’s a slew of grey-haired older employees, who form the talent core. At the other end of the spectrum we have a bunch of younger kids who are recently out of school. There are few in the middle, in the 30-to-40-year-old category.

“Insurance companies can make us or break us. They are thus major partners in our business and we go to great lengths to keep them happy.

“The low interest rates continue to encourage consumers to spend and that is good for us. When people buy new cars, it means they have to sell their old ones, and that means they bring them into the shop, to fix them, before they do that. But it is becoming increasingly clear that with rising household debt levels, this buying spree cannot continue forever. And when spending does start to slow, so too could traffic in our lot.”

Robert Armstrong, Trinity Collision Centre, Moncton, N.B. “2012 was very quiet, but started to pick up in the last part of December. We rely on snow here, and the snow was better in December! But some of our insurance contracts were off by as much as 50% last year. “[Customers] who have an insurance job done think that is our only cost of the repair, but in fact there are many others, and there is not much you can do to keep costs down; you have to basically monitor whatever things you can – materials, parts margins, etc. I’m a little different from some other shops in that I don’t have a parts shop down the street. I will sometimes drive to a supplier a couple of hours away [to pick up a part] if the price is significantly better.

“OE certification has become very important – the Alldata infor-

mation, I-CAR training, all have become very important to my technicians. There isn’t much emphasis from the insurers for us to be certified, but it’s becoming incredibly important.

“I’m fortunate in that I have a number of long-term employees.

Last year, one moved away and another retired; I have had a lot of trouble recruiting people at the entry level, but in this case, I advertised on Kijiji and got a couple of great hires who are both fully licensed, though one is not from Canada and still needs to get his Canadian license.

“We are the largest bodyshop in New Brunswick, so we have a very large number of DRPs, but I do work them to keep them happy. I do a monthly call to each of our DRPs to just make sure everything is fine and they are satisfied with our work. It’s important to us to keep all of our DRPs in good order.

“Our CSI levels are very strong as well, which both the insurance companies and the consumers like. We do weekly follow-up calls after the repair is completed, and we leave a rear-view mirror hangup where they can give feedback. Lots of shops do that, but our hangup has my personal cell phone number on it, so people can call me if they have any concerns at all. Then 60 days later, we do a third-party follow-up.”

Max Sullivan, CARSTAR St. John’s, Nfld.

“Last year, we had a very mild winter; it was mild right across Atlantic Canada, and business was very slow for us. But then we had the hurricane in September, and ever since then we’ve been booked for at least three weeks out – right now we are booking through March.

“Being a member of a network like CARSTAR has been good for us, from a consolidation standpoint. Maybe some of the smaller independents are closing down, but it has been good for us and for our customers, being able to offer them good warranties and so on.

“We stay basically on top of new technology through I-CAR courses and in-store training. Because we are owned by a GM dealership, we have total access to any technology having to do with GM, but we are equipped to handle any type of vehicle brand. Some of the high-end makes, like BMW, can be a little trickier to work with, but we don’t see a lot of them here; in fact, the most high-end vehicles we might see are total write-offs, so it hasn’t been a major problem for us from a repair point of view.

“Yes, it’s pretty tight for us to find good techs and good producers.

But we just hired a young woman right out of school, through a government program that helps support women in the workforce, and she is a great worker, very enthusiastic. But this is definitely something we have to look at, being more proactive at getting young people interested in the industry as a career path.

“Our relations with the insurers are generally very good, and I credit CARSTAR partly with that as well, keeping our DRPs up. Our biggest beef has to do with labour rates; they have just not kept pace.

St. John’s has become a booming town in the last few years, and the cost of living is easily on a par with Edmonton or Calgary. We’ve tried to convince the insurers to come on board with this, and some of them have, but a lot of them have not yet.

“The last time I worked at an hourly wage was in the late ’90s, and rates then were in the $40-45 range; 15 years later, even with all the improvements to vehicles, they’ve only risen to around $60 with many insurers. Most people think of mechanics and autobody technicians as being equivalent [in sophistication], yet techs can get $100-120, whereas bodymen are still just getting $60. So this is an ongoing issue for us.” www.bodyshopbiz.com l March 2013 l Bodyshop 25

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products

MIG Gun & Consumable Catalogue

Top of Form Thermal Arc 186 AC/DC TIG Welder Victor Technologies’ Thermal Arc 186 AC/DC inverter for HF TIG, Lift TIG, and Stick welding features 15 amps more TIG welding power than its predecessor, sports a new digital operator interface that makes setting weld parameters more intuitive, and delivers it all at a lower price. The unit weighs 48.4 lbs., uses 208-230V input power and provides advanced AC wave shaping and pulsed DC TIG controls that enable operators to improve weld puddle control, control the weld bead profile, reduce heat input, and increase travel speeds. The Thermal Arc 186 AC/DC also provides advanced Stick welding controls, including adjustable Stick Arc Force and Hot Start Control.

Victor Technologies www. victortechnologies.com

Bernard’s new catalogue is designed to guide customers in their selection of the company’s semi-automatic MIG guns and consumables. The new full-colour Bernard SemiAutomatic MIG Guns & Consumables catalogue includes comparative reference charts and amperage rating charts, to make it easier for customers to determine the right product for their welding needs. Full-page spreads feature details on the Bernard Q-Gun Series, Bernard Dura-Flux Self-Shielded Guns, and the new Bernard FILTAIR Fume Extraction Gun. Each page offers photos, diagrams, and charts that are easy to read and compare with other products in the catalogue.

Bernard www.BernardWelds.com

Tower Extension for EZ Liner Express

Alkyd Enamel Topcoat PPG Commercial Coatings has introduced ALK28-901, a factory-packaged, 2.8 VOC alkyd enamel intended for general industrial use. The new black topcoat is economical, fastdrying, and suitable for trailers, metal fabrications, castings, cabinets, machinery, and heavy equipment.

ALK28-901 is a versatile solution that can be applied directly to metal, on select substrates, or over approved primers. In addition, its fast-dry characteristics and good water spot resistance can help increase production throughput. Designed as a thin film build product requiring just one or two coats, ALK28-901 can be applied using conventional, HVLP, airless, or air-assisted airless spray equipment and can be sprayed with or without reduction.

PPG Commercial Coatings www.ppgcommercialcoatings.com

Chief Automotive Technologies introduces a new tower extension accessory that adds another 18 inches of clearance between the frame rack’s tower and the vehicle being repaired, creating better pulling angles and allowing the rack to be used to repair larger vehicles. It removes obstructions and makes working on all vehicles easier for technicians. Chief’s EZ Liner Express offers both a pulling system with five tons of power at the hook, and a lift/workstation with a 5,500-pound lifting capacity.

The EZ Liner Express can be added to any bay to repair light hits and other work, to prevent bottlenecks from forming at the shop’s traditional, large frame rack.

EZ Liner Express www.chiefautomotive.com

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13-02-08 9:00 AM

products

Leak Detection Dye Tracer Products TP-3900 Dye-Lite Coolant/Auto Body Dye is ideal for detecting system leaks, as well as wind and water leaks. TP-3900 fluorescent dye also quickly finds leaks in radiators, hoses, water pumps, and fittings. Just add 1 oz (30 ml) of the dye to a cooling system and allow it to circulate. Wherever the coolant leaks out, so does the dye, which remains at the site of each and every leak. When the system is scanned with a Tracerline ultraviolet or blue light inspection lamp, the dye glows a bright green, showing the exact location of all leaks.

Tracer Products

www.tracerline.com

UV LED Leak Detection Flashlight The Tracerline OPTI-LUX 365 LED leak detection flashlight provides pure UV light for optimal fluorescent dye response, ideal for automotive A/C and fluid system applications. The flashlight is more than twice as powerful as most corded, high-intensity UV lamps, brightly fluorescing all dyes (both green and yellow). It even pinpoints high-mileage, dirty diesel engine oil leaks. Extremely compact and lightweight, the flash-

Did you know that when you are spraying a catalyzed paint product in a spray booth or prep deck, the proper personal protection equipment is an air-supplied respirator?

Air supplied respirators must be supplied with Grade “D” Breathable Air. Quality Air Breathing Systems are designed to provide Grade “D” Breathable Air from your existing compressed air system, for compliance with current CSA Standards when using an air supplied respirator.

Systems sized from one person to twelve persons at the same time. We offer complete systems, with proper filtration and carbon monoxide monitors, panel mounted, and ready to use. Available in belt mounted, wall mount, and portable versions.

light has an inspection range of up to 10 feet (3 m). Powered by one rechargeable lithium-ion battery (extra battery included in kit), it provides four hours of continuous inspection between charges. The rugged, anodized aluminum lamp body resists corrosion and stands up to years of heavy shop use.

Tracerline www.tracerline.com

Stay up to date at

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products

Continued from page 27

Rubberized Undercoatings The PlastiKote line of undercoating products offers durable protection against rust, corrosion, moisture, fumes, dust, heat, and cold. Its Accusol trigger spray nozzle makes it the perfect aerosol paint product for reaching hard-to-access areas on a vehicle. PlastiKote’s professional undercoating and rubberized undercoating products are ideal for wheel wells, gas tanks, frames and supports, weld joints, floor pans, doors, and quarter panels, and protect vehicles from harsh elements or damage from rocks, sand, and salt. PlastiKote Undercoatings are also flexible and provide a non-asphaltic coating which contains no asbestos fibre. PlastiKote’s professional undercoating provides superior protection by reducing road vibrations and road noise.

PlastiKote www.PlastiKote.com

Mohawk Lifts Brochure Updated Mohawk Lifts’s LC-12 and LC-12-3SA two-post lifts have passed rigid third-party compliance testing to ANSI/ALI ALCTV-2011, and now feature the ALI/ETL listed mark to meet the one and only national standard for vehicle lifts. Mohawk’s LC-12 is a low-ceiling-clear floor above ground lift, capable of raising light- and medium-duty vehicles up to 12,000 lbs. The LC-12 is a twin cylinder direct drive design using no chains or cables. Three-stage swing arms are standard on the LC-12-3SA. Mohawk’s LC-12 & LC-12-3SA lifts are made in the U.S. and have a 25-year structural and 10-year mechanical warranty.

Mohawk Lifts www.mohawklifts.com

Specialized Car Wash Soap

Lincoln Electric 2013 Equipment Catalogue Lincoln Electric’s new 2013 Equipment Catalogue details the company’s MIG, TIG, and multi-process equipment, as well as plasma cutting systems, welding automation, fume control systems, training product solutions, orbital welding systems, accessories and welding gear products. New in 2013, the Lincoln Electric Equipment Catalogue can be downloaded and viewed on Apple iOS and Android smartphones and other devices.

New product sections include Training Product Solutions; Orbital Welding Systems; Automated Solutions, and an expanded Accessories Section. The catalogue also features a bound-in, removable copy of the company’s expanding Welding Gear catalogue, including Red Line apparel, VIKING auto-darkening helmets, and Radius tools.

Lincoln Electric www.lincolnelectric.com

Shurhold’s Brite Wash is scientifically formulated to clean fibreglass, clearcoat, metal, rubber, and painted surfaces. It removes dirt, grease, salt, and more without dulling the finish. This gentle soap is safe and won’t strip the wax. Brite Wash also resists water spots. Environmentally smart, this soap is concentrated, providing more product for less money. Extremely versatile, Shurhold’s Brite Wash is also safe to use on motorcycles, boats, RVs, and patios/decks. A 32oz. bottle of Brite Wash has a retail price of $11.98, while a one-gallon jug costs $24.98.

Shurhold www.shurhold.com/auto

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Automotive Internet Directory Visit these companies directly at their web addresses or check out the growing list of Hot Links at www.autoserviceworld.com.

To find out how your organization can be included in this directory and on the web, contact aross@jobbernews.com

AUTOMOTIVE ELECTRONICS Allan’s Automotive Electronics Ltd.

www.allansautomotive.com Phone: 780-469-8060 Your Automotive Test Equipment Repair Specialist Tool Sales and Service.

We provide service and warranty for most makes of automotive test equipment.

AUTOMOTIVE PARTS & ACCESSORIES Aisin World Corp. of America, Inc. (AWA), a leading Tier One automotive components supplier and one of the world’s largest manufacturers of aftermarket parts. AISIN’s original equipment technology and know-how is used to ensure product quality and reliability.

To learn more about our products, request a catalogue today. www.aisinaftermarket.com Goodyear Engineered Products www.goodyearep.com/aftermarket www.goodyearbeltsandhose.com The officially licensed belt of NASCAR. Gatorback, the quiet belt. You can never replace Goodyear quality.

NGK Spark Plugs Canada Limited www.ngksparkplugs.ca The World Leader in Spark Plugs, Oxygen Sensors and Ignition Wire Sets.

Used by 87% of the World’s OE Manufacturers S.B International Inc. www.sbintl.com “We keep engines humming”

AUTOMOTIVE RECYCLERS Carcone’s Auto Recycling and Wheel Refinishing www.carcone.com With over 32 years of experience Carcone’s Auto Recycling & Wheel Refinishing is your one stop for quality recycled products and wheel refinishing needs. Call today at 1-800-263-2022 or visit us on line at www.carcone.com Standard Auto Wreckers View Our Online Inventory @ www. standardautowreckers. com or call 416-286-8686.

Experienced Shipping Department to Ensure Parts Arrive Safely.

BUSINESS MANAGEMENT SERVICES The Automotive Aftermarket E-Learning Centre Ltd www.aaec.ca AAEC - BEST - Business Evaluation Support & Training - Instructing and Coaching with the Proven Business Management Tools that drives a shop’s Bottom Line, Team Culture and Marketplace Credibility.

HAND CLEANERS GOJO Industries, Inc. www.automotive.gojo.com GOJO is a leading manufacturer of skin care products and services for many marketing including automotive and manufacturing. GOJO continues to pursue a commitment of creating well-being through hand hygiene and healthy skin.

ADVERTISERS INDEX

advertiser index Company

Page #

Page #

21

www.AnestIwata.com

Auto Magicians

22

www.automagicians.com

BMW

32

www.bmw.ca

Classic Bumpers and Fenders

15,17,19

www.classicbumpers.com

DuPont Performance Coatings

5

www.cromax.dupont.com

2

www.OEConnection.ca/shop

H & S Autoshot

12

www.hsautoshot.com

Kennedy Paint Consulting

13 www.southernpolyurenthans.com

Martech Services

27

Mirka

18

Pro-Spray Automotive Refinishes

31

www.breathingsystems.com

7

The Boyd Group

9

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www.mirka.com

www.ProSprayFinishes.com

SATA

JOBBER NEWS / OCTOBER 2012

Duracool Refrigerants

www.duracool.com Nationally Distributed by: Deepfreeze Refrigerants Inc. The Leaders in Hydrocarbon Refrigerant Technology. Guaranteed In writing not to harm any Mobile A/C System. You can feel the Difference that Quality Makes. “Our Formula Never Changes”.

TOOLS & EQUIPMENT AIR LIQUIDE CANADA INC. www.airliquide.ca Your one-stop shop for all your industrial gases and welding supplies.

WAREHOUSE DISTRIBUTORS & BUYING GROUPS Bestbuy Distributors Limited www.bestbuyautoparts.ca Independent buying group and warehouse distributor that allocates its profits to member shareholders and provides unbeatable value for independent jobbers.

The E.R.I. Group www.theerigroup.com Canada’s Premier Machine Shop Buying Group Kerr Machine Shop Group Inc.

www.kerrmachineshopgroup.com Buying group for machine shops and performance shops.

Software Trainer

Company

Anest Iwata

Ford Parts and Service

REFRIGERANT

www.sata.com www.boydgroup.com

A position is currently available for a Software Trainer who can thrive under tight time constraints and demonstrate excellence in customer service. As a member of a small team, the successful candidate will be self-motivated, hardworking, flexible, and have the ability to learn quickly.

Requirements • MUST have valid driver’s license and possess reliable vehicle • Ability to travel throughout Canada Responsibilities • Train Mitchell Suites of Products • Onsite/Remote technical Software support • Writing Software curriculum • Travel MPX Data Systems Inc. is an equal opportunity employer. We wish to thank all applicants for their interest and effort in applying for this position; however, only candidates selected for interviews will be contacted.

Contact at mpx_sales@mpx-int.com www.bodyshopbiz.com l March 2013 l Bodyshop 29

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survey

PROFITABILITY TOPS BUSINESS PRIORITIES

A Collision Industry Conference in

t the recent and pivotal Canadian

Toronto, attendees were asked to select their top priorities from a list of eight varied business issues.

We thought we’d ask you, Bodyshop readers, the same.

The results show widely varying views on what are the most important issues facing respondents’ businesses today.

Take “Surviving in a shrinking market,” for example. While 35.9% of respondents put that issue in their top two, 29.7% put it in their bottom two. A similar dichotomy was evident in other issues: Some 17.2% put insurer relations at the top of the list, while 18.8% put it at the bottom of the list, though obviously regional differences and public and private insurance markets can play a role there.

About the only things that most respondents agreed on were that “Gross Margin and EBITDA Profitability” was

the biggest priority, with an average score of 3.18 (the lower the score, the higher the ranking the issue received.)

Its aggregate score was a full point higher than the second priority on average, “Insurer relations, programs, and consolidation,” which logged a 4.22 rating.

Third up was “Vehicle technology, reparability, and OE Certification,” with a 4.29 average rating.

Close behind those were “Human Resources: Attracting, training, and retaining employees” (4.35) and the aforementioned “Surviving in a shrinking market.”

This contrasts somewhat with the CCIF’s own results, which found that “Vehicle technology, repairability and OE Certification” was number one, “Gross margin and EBITDA profitability” number two, and “Human Resources: Attracting, training and retaining employees” and “Insurer relations, pro-

grams and consolidation” tied for third.

But “Profitability” in our survey is, and should be, at the top of the list, since the way in which other issues are handled depends on it, according to survey respondents.

“Businesses need top-end sales to drive gross margin, HR, build insurance relations, and everything else.

The forces working against sales are the major factor.”

One respondent was surprised to see that one issue in particular didn’t even emerge as a top priority.

“I can’t believe the mandating of parts procurement did not draw more attention at the Toronto CCIF meeting. I do not understand whether it was the breakdown of the attendees (i.e., suppliers, multi-store, or banner shops), or just that it is a non-issue in that area that yielded the survey results.” Then, to be fair, it didn’t rate that high on the priority list on our survey either. Maybe it’s just too early.

Robert Dumais of Streamline Collision weighed in with this: “Trying to be independent in this business is next to impossible with network chains and such strict DRP programs. Profit is becoming less and less each year with operating costs climbing and sales dollars per vehicle declining. The more-for-less thinking needs to reconnect with common sense thinking. You get what you pay for. No one wants to work for free. In order to provide good reliable products and service, there must be sustainability for business owners.”

We couldn’t have said it better ourselves.

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In this business, it’s a matter of survival.

Color is the first – and sometimes the only – thing that customers notice. That’s why, with Pro-Spray’s accurate color match and exceptional hide, you get the

How important is your color match?

color right the first time.

You also get the industry’s cutting-edge color tools.

Like the Navigator ™ Precision Color Selection System and the PaintXpert ® Software.

What’s even better? Navigator delivers high-performing national rule, low VOC solvent and pigment-rich waterborne formulas in one simple system.

All at a value that will not only help your business survive, but also thrive.

Serious Color. Smart Business.™ 800.776.0933 ProSprayFinishes.com

facebook.com/prospray youtube.com/prosprayautofinishes

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Original BMW Parts

bmw.ca/parts

The Ultimate Driving Experience.®

KEEP YOUR BUSINESS RUNNING SMOOTHLY WITH ORIGINAL BMW PARTS. BMW Retailers are your source for Original BMW Parts that will keep you and your BMW customers satisfied.

Peace-of-mind comes from knowing you are using the perfect part for the job, allowing your customer’s BMW to continue performing like it was designed to.

By using Original BMW parts you benefit from: · BMW’s same-day-delivery* · 2 year manufacturer’s limited warranty · Parts that fit right the first time · BMW engineered, tested, and approved · Competitive Pricing

Model ** 2005 – 2011 3 Series 2005 – 2011 3 Series 2005 – 2011 3 Series 2009 – 2012 X1 2009 – 2012 X1 2004 – 2009 X3 2004 – 2009 X3

Product Name Windshield Head Light Left Fender, Front Left Windshield Head Light Left Windshield Head Light Left

Product Number 51 31 7 164 816 63 11 6 942 725 41 35 7 135 679 51 31 2 993 182 63 11 2 990 005 51 31 3 402 147 63 12 3 418 423

MSRP *** $ 425.00 $ 665.00 $ 425.00 $ 595.00 $ 540.00 $ 610.00 $ 730.00

Contact your BMW Retailer to discuss any applicable trade discounts.

Products like BMW windshields offer a perfect fit, seal, and clear view for the ultimate in safety and aesthetics.

A sample of products you may require is listed above.

To specify your application requirements and place your order, please visit bmw.ca to locate a BMW Retailer.

PERfECT TEAMWORK. PARTNERS IN QUALITY. ORIGINAL BMW PARTS.

©2013 BMW Canada Inc. “BMW”, the BMW logo, BMW model designations and all other BMW related marks, images and symbols are the exclusive properties and/or trademarks of BMW AG, used under licence. *Under normal conditions. Restrictions and certain limitations apply. **General model guideline, contact your BMW Retailer for exact model fitment and application, alternative parts may be required. ***Manufacturer’s Suggested Retail Price, Retailers free to set individual prices. Prices and availability is subject to change without notice. Taxes extra.

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