Issue 13 | Aug 2014
SAFETY TIPS FOR WINTER DRIVING How changing paint changed a business The latest forecast in colour trends Run a better business now and in the future
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GLASURIT – EDITOR'S LETTER | 03
EDITOR’S LETTER
Welcome to this issue of GLOSS magazine (Issue 13). If you’re looking to achieve a real edge over your competition, then this issue of GLOSS has to be one of the most informative and helpful we‘ve ever produced. Not only do we look at how the very latest equipment and paint can improve your productivity, we also consider how innovative marketing and the latest technology can help you connect with your customers in a way that’s never been done before. BASF’s state-of-the-art Glasurit Refinish Competence Centre (RCC) continues to deal with significant issues facing our industry today and at a recent presentation at the centre, insurance assessors were reminded by BMW just how important it is to deal with authorised Bodyshops. If you’re interested in what vehicles might look like in the near future, you won’t want to miss our great article on the latest colour trends. BASF continues to be recognised all over the world for its coatings quality and performance, so we’re delighted to report that we’ve been awarded a 2013 supplier of the year award by Hyundai Brazil. It’s not all business in this issue of GLOSS, though. If you’re planning a getaway to the snow this season, then there’s all you need to know to make it a safe and successful trip. I’m sure you’ll enjoy this great issue of GLOSS and don’t forget, if you have any story suggestions for our next issue, please let us know. Kind regards
CONTENTS FEATURES 04 A WORLD OF COLOUR See the latest colour trends from around the world. 06 G LASURIT’S RCC TACKLES ANOTHER VITAL ISSUE BMW gives insurance assessors the word on authorised bodyshops. 08 GLASURIT ABS WORKFLOW PROGRAM Practical solutions to running a more profitable business. 11 I NTRODUCING GLASCONNECT Connect with your customers like never before. 12 A STRONG PARTNERSHIP BASF becomes a primary supplier to Tesla Motors. 13 DID YOU KNOW? BASF is the big noise in quiet travel. 14 CREATING A UNIQUE BRAND A marketing masterclass to help you stand out. 16 HOW CHANGING PAINT CHANGED A BUSINESS Glasurit 90 Line gets the thumbs up.
TONY WIGGINS Head of Coatings BASF Australia & New Zealand
18 SAFETY TIPS FOR SNOW TRIPS Make your winter getaway a safe one. 20 G AS-FIRED INFRARED TECHNOLOGY AT WORK Efficient repairs mean a better bottom line. 22 H YUNDAI BRAZIL IS ON A WINNER BASF Glasurit wins supplier of the year. 22 GLASURIT NEWS News, views and industry updates.
04 | GLASURIT – WORLD OF COLOUR
COLOUR TREND FORECAST FOR ASIA PACIFIC BASF, the world’s leading chemical company and the leading chemical partner for the automotive industry, has announced its global and Asia-Pacific automotive colour trend forecast for the coming years. The forecast is based on the collaborative research efforts and inputs of BASF’s team of colour design experts from its Coatings division around the world.
Global colour trend The global theme of the latest colour trend forecast, ‘Under the Radar’, indicates a budding trend – people around the world will appreciate uniqueness and see their individual thinking and actions increasingly having an impact in society. The choices of automotive colours will reflect an increased consumer demand for differentiation and individuality. Bright colours as well as warm-influenced colours in new metal effects will enrich the colour portfolio of the cars of tomorrow. Colour trend in Asia-Pacific Two tendencies related to values are affecting colour trends in the Asia-Pacific region. On one hand, people are moving from a ‘me-too’ attitude and behaviour to cultivating and expressing their own individuality and uniqueness. The selection of bright and intense colours, such as intense red, continues to expand and reflect people’s individual expressions. On the other hand, people are keen to encounter new, sensual experiences and their focus will shift from the superficial to something deeper and more emotional. While they may continue to pursue material achievements, people will also rethink their roots and identity and will turn towards a more balanced and emotionally comfortable life. This will be reflected in their
preference for warm and warm-influenced colours, including greyish colours, brown family colours (such as light copper), as well as colours with delicate and sophisticated effects (such as shimmery and soft metallic effects). “Before we see a car colour physically on the street, from conceptualisation to production, it generally takes three to four years,” said Chiharu Matsuhara, Chief Colour Designer, Colour Design Centre Asia Pacific, BASF Japan Ltd. “The colour trend is a gradual process and takes form over time. Gradually, we expect to see more unique, personal expressions in shade and effects. Moreover, our forecast sees the emergence of middle tone colours, such as coppers and warminfluenced grey and greyish colours, that indicate people will aspire to a slower, more emotionally comfortable lifestyle.” In the motorcycle market, scooters and small motorcycles will continue to show a variety of colour combinations. While bright colours remain stable, other emerging significant colours include aged-expression tones such as patina, new metallic tones such as hematite, and more diverse design expressions including very coarse effects and noticeable colour shifts (viewed at different angles). An extensive range of colour trends and preferences can cater to the variety of motorcycle models and design concepts in Asia-Pacific.
GLASURIT – WORLD OF COLOUR | 05
“The colour trend is a gradual process and takes form over time. Gradually, we expect to see more unique, personal expressions in shade and effects.” Chiharu Matsuhara, Chief Colour Designer, Colour Design Centre Asia Pacific, BASF Japan Ltd.
•G lobal theme ‘Under the Radar’ – human-centred society values individuality and sensibilities • In Asia Pacific, brown family colours continue to expand; warm-influenced and emotional colours such as copper and greyish tones becoming popular •S mall motorcycles still in bright colours; will also use more aged-metal and tasteful metallic colours
Colour trend by region:
ASIA PACIFIC
“ Discover and express your own individuality ”
Amid conditions that change with dizzying speed, people are increasingly attached to their own sensitivities, arising from their own inherent uniqueness, and to their own roots. People are expressing themselves through comforting spaces and items that skilfully combine the past and the future, while experiencing a background and story that go far beyond the superficial.
Stimulating, vivid blue, orange and red each express a powerful identity. Also, silverwhite, with an effect in between pearl and metallic, and grey with a subtle hint of red express the nuanced emotions associated with introspection. Emphasis is given to colours that express Asia’s identity, through designs that give a sense of warmth.
06 | GLASURIT – BMW BODYSHOPS AT RCC
INSURERS HEAR VALUE OF AUTHORISED REPAIRERS Insurance assessors have been reminded of the importance of choosing authorised Bodyshops to undertake repair work for BMW vehicles at a presentation hosted at Glasurit’s Refinish Competence Centre in Wetherill Park, Sydney. The high-tech centre is one of 45 RCCs globally and is fitted-out with the latest technology and equipment and a decentralised colour lab, where paint colours can be developed and made available to other Glasurit centres around the world within 24 hours. Approximately 50 members from the Institute of Accident Assessors attended the event, where
they heard from BMW’s Bodyshop Program Manager Ben Kirby and Regional Technical Manager (Central Region) Trent Moore.
repair these vehicles to ‘as new’ condition, and to the level we at BMW require and that customers expect,” said Trent.
Trent Moore emphasised the need to choose an Accredited BMW Bodyshop because the high level of specification across the entire BMW range requires expert knowledge and a commitment to access 100% original parts.
He said there were only three paints in the world that were approved by BMW for use in repairs. Glasurit, which supplies 73% of the Accredited BMW Bodyshop network’s paint supply, is used to paint new vehicles and is approved for repairs.
“It used to be that the level of performance was different across each of the BMW Series, but now even the smallest cars are not compromised by performance, technology or features, which means they require specialist training and tooling to repair,” he said, adding that light bodywork manufactured from composite materials, aluminium and plastics also presented challenges for some Bodyshops. Trent said the sophisticated build of modern vehicles meant that it was not until a damaged car was stripped back that the complexity of the repair could really be determined. “Only Accredited Bodyshops have the tooling required to
Ben Kirby spoke in detail of the accreditation and training processes that Bodyshops must undertake before being authorised to join the Accredited BMW Bodyshop network. He said Bodyshops must be recommended and must have existing strong relationships with local BMW Dealers before being considered. “They must have quality systems in place, a strong understanding of BMW and be prepared to invest in substantial BMW approved tooling.” Ben said BMW offered support to its Accredited BMW Bodyshop network with extensive training, Bodyshop layout and equipment.
GLASURIT – BMW BODYSHOPS AT RCC | 07
BASF involvement At a presentation delivered by Glasurit’s Senior Key Account Manager Paul Hooper and Technical Sale Support Manager Ian Johnson, the accident assessors heard more about Glasurit’s global relationship with BMW and the impact that Glasurit’s parent company, BASF, had on every aspect of car manufacture. “BASF is the highest selling chemical company to the automotive industry,” said Paul Hooper. “We’re not just in paint; you’ll find our input in safety-related products, the chassis, interiors, exteriors and in the environmental component of some automotive manufacture as well.” Paul said BASF had worked closely with BMW in the development of the BMW i3 – BMW’s new model to be released in the later half of 2014. “We’ve been instrumental in developing rare components for the BMW i3’s lithium batteries, recyclable carbon fibre body components and of course the paint finishes,” he said.
Ian Johnson spoke about the technicalities behind achieving ‘as new’ paint finishes when repairing vehicles, paying particular attention to the complexity of working with matt finish paints. He also spoke about new clear coats on the market. “Ceramic clear coats have pretty much gone,” he said, adding that BASF has introduced iGloss, a coating with a structure that bounces back to about 90% to even out micro-scratches from the likes of car washes. This is commonly referred to as instant reflow technology within the trade.
“We’re not just in paint, you’ll find our input in safety-related products, the chassis, interiors, exteriors and in the environmental component of some automotive manufacture as well.”
Clockwise from above: Members from the Institute of Accident Assessors attended the event; BMW’s Bodyshop Program Manager Ben Kirby and Regional Technical Manager (Central Region) Trent Moore gave presentations to the 50-strong audience.
“While iGloss is used in the OEM process, we have also developed a scratch-resistant product that can be used in the repair process to replicate the marr resistance of iGloss,” he said, adding, “a new generation of clear coat finishes will soon be available that will be both scratch resistant and dirt repellant”. Mark Thomas, Vice-President of the Institute of Accident Assessors, said the evening was highly successful. “We had a good combination of company assessors and independent assessors attend the evening. The type of information presented is not readily available and yet it’s really valuable. It’s essential that we keep informed of the technology being used today in the manufacture of cars because we need to make sure that when arranging repairs we have cars returned back to their pre-accident condition. Then if it is involved in another accident it will perform in exactly the same way.”
08 | GLASURIT – ADVANCED BODYSHOP SOLUTIONS
GO WITH THE FLOW AND GET AHEAD Craig Abell believes his shop has benefitted too and says: “Every day is planned for each worker and we are aware of how much time is required for each job, and therefore productivity has increased." There are seven areas that are reviewed in each bodyshop. These are: 1. Management effectiveness Establishing who does what and when. 2. People training This involves everyone from management to technical staff.
Glasurit’s Advanced Bodyshop Solutions is assisting bodyshops all over Australia and New Zealand to create a long-term sustainable business model, helping people such as Mark Kamminga of Narrabeen Smash Repairs and Craig Abell from Craig Abell Smash Repairs run better businesses – now and in the future.
“Every day is planned for each worker and we are aware of how much time is required for each job, and therefore productivity has increased.” Craig Abell, Craig Abell Smash Repairs
Essentially, this program is a health check for your business and covers every aspect of running a modern-day bodyshop. It looks at the particular needs of your bodyshop and then develops practical solutions you can then make part of your day-to-day business processes. Mark Kamminga is just one of many bodyshop owners who has greatly benefitted from this approach. “We worked together to create a plan to suit our shop. We have had several face-to-face and phone meetings since, so the follow-up support is great. The shop is now more organised and the technicians are more efficient because they know what work is ahead of them, so they can plan better,” says Mark.
3. W orkshop productivity Scheduling to your budgets and creating processes that work for you. 4. Cost control A review of your companies real cost of operation. 5. Work volumes Setting achievable goals and targets for your business 6. Repair strategies and estimating Working out the best way to repair the vehicle that delivers both quality and correct cost control. 7. Business Ethics Putting best practice operating procedures in place.
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Now that may appear a little daunting at first glance but the truth is, it’s not. As Mark says: “The system is nice and simple so it didn't take long to understand.” Craig agrees. “The Glasurit team made the changes easy to implement,” he says. Glasurit has built key measurement points into the program to show you how you are tracking and if you are still on the right path. “We believe benchmarking is important to know how our business is running and we now have a clear picture of this,“ says Mark. He then went on to add: “The KPIs are very thorough so we can drill down to all areas of the business – labour profit, parts profit, material profit, technician efficiencies - and see where any problems may lie and then look at ways of making improvements.”
“All in all the staff have taken the changes positively. I haven't had any negative feedback at all,” says Mark.
By making changes to their Bodyshops, Mark and Craig have improved scheduling and have a more even mix of work, which flattens out the peaks and troughs month to month.
It’s a sentiment Craig shares. “It has proven very positive amongst the staff as there is complete organisation in the workshop,” he says.
As Craig says: “Now we can see how the business is performing and the productivity of all staff at the touch of a button.”
Craig didn’t stop there with his endorsement of the program. “I would like to add that I would personally recommend the Glasurit system. It will be something a lot of people will be requiring in the future as we move into real time, real money estimating.”
Mark isn’t the only one at Narrabeen Smash Repairs happy with the changes brought about by the program, either.
For more information contact Peter Sparks, Bodyshop Solution Specialist, on 0411 211 327 or visit glasurit.com.au/value-added-services
“We worked together to create a plan to suit our shop. We have had several face-toface and phone meetings since, so the follow up support is great. The shop is now more organised and the technicians are more efficient” Mark Kamminga, Narrabeen Smash Repairs
10 | GLASURIT – ADVANCED BODYSHOP SOLUTIONS
ABS GOES FROM STRENGTH TO STRENGTH The first Advanced Bodyshop Solutions New Zealand group meeting for 2014 was held at Maxwell’s Golf Resort at Ramarama in South Auckland on 20 May. Twenty-five delegates listened to and interacted with presenters on a number of topics facing the repair industry in NZ and Australia. Topics covered included: •A BS update and KPI presentation: Alan Shotton, ABS consultant • GlasConnect: David Neville •K PI Online and RCC Educational Program: Rex Williams, BASF • Insurance company activities update
Alan Shotton presented the latest Bodyshop benchmarking results. This covered KPIs such as gross labour profit, gross profit and productivity. The results were presented in graph form and included NZ Bodyshop performance that was mapped alongside the results of the Australian Bodyshops that are members of the Glasurit ABS group. One result that was noted and commented on was the higher parts margins achieved by the Australian Bodyshops. Alan also covered the importance of scheduling for greater production, particularly relevant in today’s market with insurance companies filling approved repairers to capacity and looking for faster key-to-key times. David Neville presented the newly launched GlasConnect, a web-based application that allows repair shops to interact in real time with their customers by providing them with daily vehicle status updates and photos via SMS and/or email. The customer portal is integrated into the Glasurit website; the customer simply logs in with their phone number. Rex Williams, BASF, presented KPI Online, the latest innovation in measuring of individual paint shop performances.
One result that was noted and commented on was the higher parts margins achieved by the Australian Bodyshops.
Right: The delegates attending the ABS group meeting.
What is KPI Online? KPI Online is a web tool that Bodyshops can access, allowing them to run reports which pull data from their Bodyshop using Profit Manager Pro. Bodyshop owners and staff can sit on the beach with an internet connection and get real-time reports! Trials are underway in selected Glasurit Bodyshops. There has been very positive feedback on this tool. The ability to keep a real-time eye on job costs, painter performance and job information is proving invaluable. The meeting was completed around 1pm and was followed by lunch and a round of golf on the beautiful nine-hole course at Maxwell’s golf retreat. Please contact Phil Roff, ART-BASF, on (09) 255 4353 (NZ only) for further information on any of the topics covered.
GLASURIT – GLASCONNECT | 11
CONNECT WITH YOUR CUSTOMERS USING GLASCONNECT GlasConnect (powered by AudaWatch) is a web-based application that connects Bodyshops with their customers like never before, enabling substantial increases in productivity. Your Bodyshop can interact in real time with your customers by providing them with daily vehicle status updates and photos via SMS and/or email. The latest vehicle repair status and photos are delivered to your customers via automated text and email alerts, keeping them well informed and minimising the need to provide updates on the phone. GlasConnect is 100% cloud and web-based so there is no special hardware or installation required. Powered by a mobile app available for any iOS or Android device, GlasConnect takes Bodyshops on average no more than 15 minutes a day to update every customer with photos and status for all vehicles in a shop. This means less time on the phone, more time working on your business and happy customers who are fully informed on the progress of their vehicle. To get started, go to http://glasurit.com.au/ value-added-services/glasconnect/
12 | GLASURIT – BASF TESLA PARTNERSHIP
A STRONG PARTNERSHIP Electric vehicles are becoming more and more popular. One important manufacturer of electric cars is Tesla Motors, whose headquarters are in Palo Alto, California. BASF is one of the primary suppliers of automotive coatings for Tesla and also supports the car manufacturer with engineering plastics materials. The global market for electric cars is growing rapidly. A market study released by Pike Research estimates global sales of about 3.8 million electric or plug-in-hybrid cars in 2020. The study forecasts that sales of plug-in cars will grow by 40% annually. In comparison, overall car sales will grow by only 2% during the same period. Thanks to the partnership with Tesla Motors, BASF is positioned very well in this high-growth sector. The first contact was in July 2010. “I was contacted by one of the Tesla managers,” recalled
BASF supplies Tesla Motors with coatings for different layers. These include primer and clearcoat as well as the tin-free high throw power Cathoguard 800® e-coat with less than 1% solvents and an eco-efficient low VOC waterborne basecoat.
John Van Antwerp, BASF Account Manager. At that time, Tesla was only interested in BASF’s coatings capability. But Van Antwerp seized the opportunity and presented not only the benefits offered by a partnership with BASF for coatings, but also the opportunities of a cross-business unit approach with BASF, which is the world’s leading automotive supplier in the chemical industry. “My colleagues and I saw potential for other BASF segments. As a manufacturer of electric cars, it was obvious that Tesla would have a particular interest in light weighting, heat management, and electric vehicle-related innovations,”
Mr Van Antwerp said. To this end, he also presented BASF’s broad automotive portfolio to help the company stand out from the competition. A few months later, in October 2010, BASF succeeded. Since then Tesla has used coatings products and engineering plastics from BASF. “It is a solid and dynamic partnership. The production of the Tesla Motors Model S vehicle continues to grow and their vehicles are seen as leaders in the electric car market,” Mr Van Antwerp said.
GLASURIT – DID YOU KNOW? | 13
DID YOU
KNOW?
BASF BOOSTS QUIET TRAVEL IN MONTREAL SUBWAY CARS
About Basotect Basotect foam has a unique range of properties. Its base material makes it flame-retardant and abrasive; it can be used at up to 240°C and retains its properties over a wide temperature range. Because of its open-cell foam structure, it is light, sound-absorbing, thermally insulating and flexible even at low temperatures. For more information, please visit www.basotect.com.
Bombardier trusts BASF’s Basotect for sound and thermal insulation in its metro cars. BASF’s Basotect® melamine foam is now being used for thermal and acoustic insulation in the ceilings of 468 new metro cars being built by Bombardier for the Montreal subway. Bombardier chose Basotect-based acoustic foam parts provided by Artik/OEM, Inc., a foam converter with locations in Canada and the United States. With a density of only 9 kg/m³, Basotect helps to reduce the overall weight of the cars and thus contributes to the goals of Bombardier to enhance performance and increase the energy efficiency of its trains. Using Basotect to replace fibreglass has resulted in a 35% decrease in the weight of the roof insulation. In addition, installation of the Basotect parts at the La Pocatière, Quebec, Canada facility is much
simpler, providing time and cost savings. This is all accomplished without having to sacrifice the sound absorption or fire-resistant properties of the insulation. Its unique properties profile makes Basotect the leading solution for optimum noise management and thermal insulation of subway cars. Due to Basotect’s open-cell, fine foam structure, the sound absorption values in the medium and high frequency ranges are very good. Therefore, passengers of the Montreal subway will experience lower levels of noise within the cars and a more comfortable environment overall. With a thermal conductivity of less than 0.035 W/mK, the foam helps to minimise loss of thermal energy and keeps the inside of the train comfortable. The thermoset melamine resin, which is the base material of Basotect, makes it
intrinsically flame-retardant. These fire-resistant properties aid in the foam’s ability to meet EN 45545-2, which defines the requirements for fire behaviour of materials and components to be used in trains. The melamine resin foam is easily processed by blade and wire-cutting as well as by sawing and milling – enabling dimensions and contours of customised components to be easily and exactly produced. All parties worked together to create “press in place” Basotect parts for the roof cavity compartments. Jim Graham, VicePresident of Business Development at Artik/ OEM, added: “The Basotect parts are supplied to the exact dimensions needed so that Bombardier can pressure fit them into the cavities of the car structure itself, increasing ease of installation and the overall speed of manufacturing.”
14 | GLASURIT – BODYSHOP MARKETING MASTERCLASS
Y N A P M O O C T R D TH E U P O ? I Y P I S W S R I E QU G E M E N O A T S H C CU R U YO BODYSHOP MARKETING MASTERCLASS
The collision repair industry is changing rapidly. In today’s competitive market, savvy businesses know the importance of developing an end-to-end brand experience for their customers.
In order to maintain competitive advantage, business owners need to acknowledge their customers’ changing needs and create a tailored experience that will be beneficial for both the brand and the customer. By monitoring the entire customer journey, your business can create an actively designed and controlled customer experience that enhances your brand and moulds the customer’s impression in a favourable way. In order to do this, there needs to be continuity of the brand message and values across all customer touch points including the physical, communication and human experiences. ONLINE PRESENCE AND ADVERTISING Consumers increasingly begin their purchasing experience online by researching and evaluating different brands, their quality and reputation based on the reviews of other users. The collision repair industry is such that generally, a potential customer won’t search for a bodyshop until they require work done on their vehicle. It’s essential that when they do start actively looking for a bodyshop in their region, your brand makes the right digital impression by providing the consumer with a visually appealing page with informative content, strong branding and well managed consumer relations. A strong social media presence can bolster this online presence, as it’s an opportunity to show your passion
and commitment. This might include featuring images of great restoration projects you or your team have completed, projects you’re proud of or updates on your business. You might develop a following of car enthusiasts or DIY-ers, but if we view them as potential customers it stands to reason that when these people see your passion for your trade, they trust their vehicle is in good hands when the time comes. Search engine marketing, or SEM, is a smart and cost-effective way to have your business appear in search results online when prospective customers search the web for a Bodyshop. Google AdWords in particular is recognised as a useful web-based advertising method since it adopts keywords you identify (such as “smash repairer”, “collision repair”, “Glasurit bodyshop”, “crash repairs”, “panel beaters”, “Geelong auto repair” etc.) and can then deliver adverts specially to web users looking for information on these topics. This method is highly practical for advertisers as the project hinges on cost per click (CPC) pricing, so you’re only liable to pay for the ad when a user clicks on it and is directed to your website. The bid rate for clicks can vary, depending on your region, your audience profile and the number of other businesses ‘bidding’ for the same viewers, but SEM remains an efficient and targeted way to reach potential customers
GLASURIT – BODYSHOP MARKETING MASTERCLASS | 15
Consumers are always seeking businesses that can differentiate themselves in their service offering by going above and beyond the expected experience.
CONSIDER YOUR ONLINE & SOCIAL MEDIA PRESENCE CAREFULLY
when they’re in the process of actively looking for a bodyshop like yours. In order to be successful in the online environment, the brand communication needs to be aligned across all platforms with a strong and consistent message to all consumers. Achieving this can help to strengthen brand image, increase the audience engaging with your brand and enhance brand recall when a consumer may require your service. THE PHYSICAL EXPERIENCE A further point of contact is the physical experience a potential customer has with a business after deciding to visit the premises. The bodyshop itself should be a physical manifestation of the brand in order to shape the consumer’s perception of their experience in a favourable way. Physical aspects to consider can include the building façade and signage, reception area, and layout and organisation of the premises. For example, high-quality branding and signage will help inspire confidence in your customers, and a clean and organised front reception area helps to make the customer feel welcome and confident in the credibility of the business. This experience can be enhanced by the small, human touches – such as offering quality coffee, a free car air freshener or a printed
‘tips following an accident checklist’ with your business card included for customers to take with them. HUMAN INTERACTION AND COMMUNICATION Personalised human interaction and communication with the customer is perhaps the most important facet of the brand experience as it reflects the brand’s professionalism and overall business culture as implemented by the employees. When consumers first initiate contact with a Bodyshop they may be a little daunted – perhaps they’ve just been involved in an accident, or they might feel a little out of their depth due to their inexperience and lack of understanding in this area. Therefore, they want to feel reassured and informed about the service. By having a friendly, knowledgeable staff member on the phone or at reception as the first contact with the customer, the first impression suggests that the business is professional, reputable and trustworthy. This impression should then carry through with all employees showing the same level of professionalism and knowledge to customers in order to guide them easily through the repair process. Keeping customers up to date on the progress of their repair will also help them to feel reassured that their vehicle is in good hands.
Given that services are intangible and vary each time they are received, it is important to implement a customer service structure to maintain consistency in quality, and to support your service with additional elements that add to the customer’s impression of their overall experience. This may include follow-up communications, future offers and promotions and guarantees on services undertaken. Consumers are always seeking businesses that can differentiate themselves in their service offering by going above and beyond the expected experience. Further, the collision repair industry is such that repeat business and word of mouth, based on a customer’s experience, can be a powerful marketing tool. These strategies can help your business enhance the end-to-end customer experience and engage in a winning customer service relationship. By continuing to monitor your success and engage in ongoing communication with customers, there is the opportunity to optimise your service offering based on their feedback and changing needs. Organisations that are successful in managing this entire customer experience will enjoy the rewards of customer satisfaction, competitive advantage and employee fulfilment.
16 | GLASURIT – TOOMBUL ROAD PAINT & PANEL
“Our painters all agreed, Glasurit was by far superior in all facets”
NEW PAINT, NEW PREMISES BRING A NEW BEGINNING Mark McDonnell of Toombul Road Paint & Panel in the Brisbane suburb of Northgate had been with one paint company for 19 years.
When Mark moved to new premises he changed to Glasurit’s Waterborne 90 Line. Why? “Our painters all agreed, Glasurit was by far superior in all facets,” said Mark.
“We started with just myself and one other spray painter contracting our work from a local panel beater. After three years, we employed a panel beater and have never looked back,” said Mark.
Mark started his business 20 years ago. His wife, Linda, had 16 years’ experience in banking so together they certainly had the skills to run a successful business, which is just what they have done.
Mark and Linda have a staff of 14 and plan to employ even more in the coming months. Of those 14, nine have been with the business for more than five years, which proves just what an enjoyable place it is to work.
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Mark had already made some important purchases for his Bodyshop and has a plan to upgrade his equipment over the next 12 to 18 months. The Bodyshop is completely new, with equipment that includes two fully computerised Platinum Pan Australia spray booths and two Pan Preparation Bays imported from Italy. There’s also a new paint mix room and he’s eagerly awaiting the installation of an Infrared Drying Arch to one spray booth. Mark believed that if he was going to change to waterborne paint, then moving to new premises was the right time to do it. However, before he did, Mark undertook extensive trials with all paints, testing all waterborne products available.
Below: Painter Alistair Tester ready to start another job.
According to Mark the results were clear. “One paint company stood head and shoulders above all others in all areas. Glasurit’s ease of application and colour matching, together with their cost effectiveness, made them the clear winner,” he says. What also impressed Mark was the professionalism of the Glasurit and Prestige Paints staff. “The support we have received before, during and after the changeover has been unbelievable,” says Mark. “The Glasurit Advanced Body Solutions Program has already been of great assistance to ourselves and our staff. Our staff found the training to date very helpful and very informative.” With new paint, new premises and new ideas, Mark and Linda’s business is bigger and better than ever before; credit to everyone involved. Right: Owners Linda and Mark McDonnell have watched their business grow on their new premises.
PHOTOGRAPHY BY STEVE POHLNER
With business continuing to grow, Mark took the opportunity to move to larger premises in Toombul Road. Obviously, the costs associated with any move are high but with nine months of planning, the team at Toombul Road Paint and Panel were able to complete the move in a timely and efficient manner.
18 | GLASURIT – WINTER DRIVING SAFETY
SAFETY TIPS FOR SNOW TRIPS Just as you need to prepare yourself with all the right gear and equipment for a snowy getaway, it's just as important to prepare your car for the cold.
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Not surprisingly, four-wheel-drive vehicles handle icy roads better than two-wheel-drives, so if you drive a standard car, make sure your tyre tread and brake fluid are checked before you go. Ask your mechanic to check your car battery is operating at full power too, because if a battery hits freezing point, it will work at just over half its normal capacity. The battery is not the only part of the car affected by freezing conditions either, so add anti-freeze to your car's radiator to prevent a costly crack. Windscreen water will also freeze if you don't add methylated spirits to the water container. All vehicles are required to carry a set of snow chains in both the New Zealand and Australian snowfields. In fact, you can be fined if you don’t. Most service stations around these areas have chains for hire. Tyre pressure is very important when using snow chains and should be 25kPa higher than normal. Make sure you fit your chains to the driving wheels (front for front wheel drive, or rear for rear wheel drive) and keep to a safe and manageable speed limit of 40km/h or less.
Handbrake cables can freeze and snap if the brake is left on.
If you hit ice on the road, reduce your speed by using the gears rather than the brakes even in cars with automatic transmission. By using the gears and driving more slowly, your tyres will gain more traction on the road and give you greater control. When parking in the snowfields, leave your car in gear with the handbrake off. Handbrake cables can freeze and snap if the brake is left on. Also, keep your windscreen wipers away from the windscreen so they don't freeze to the glass. If you’re driving some distance to the snow, remember to take a break every two hours to reduce fatigue. As you’re no doubt aware, fatigue can adversely affect your driving and a lapse in concentration of just a few seconds can have tragic results. A skiing holiday is certainly great fun both on and off the slopes so make sure you arrive safely with your passengers and car in one piece. Whether you get down the ski slope in the same condition, however, is another question entirely.
SNOW SAFETY
checklist
DING TO THE SNOW
THINGS TO REMEMBER BEFORE HEA
º º º º º º
you have anti-freeze coolant in Have your vehicle serviced and make sure n wipers, air-conditioning and the radiator and that your battery, windscree demisters are in good working order. , brake lights, indicators and fog Also check to make sure your head lights lights are all in good working order. ld have plenty of tread. A worn tyre Your vehicle’s tyres (including spare) shou has a greatly reduced safety margin. s for your vehicle for maximum
Make sure you have the correct snow chain grip and safety.
practice fitting them before you leave If you haven’t fitted snow chains before, chains for your tyres. and ensure you have the right size snow ins paraffin, which can solidify Fill up with the right diesel. Diesel fuel conta fuel tank with special winter your in temperatures below 0° Celsius. Filling can prevent this. tain moun the up diesel blends before you head
PARKING IN THE SNOW Leave your snow chains fitted to your vehicle whether you’re staying overnight or for a longer period. That way you will already have your snow chains fitted when you are heading home. Lift wipers from the windscreen if parking for an extended period so that the wipers do not freeze to the glass.
DRIVING SAFELY IN THE SNOW
Don't leave your handbrake on. Moisture in the mechanism can freeze and cause the handbrake to be "frozen" in that position.
¡ T ravel at a safe distance from the vehicle in front.
LEAVE SAFELY Make sure you clear all snow from your vehicle. First, you can be hit with a hefty fine and loss of demerit points for driving with snow on the roof or bonnet. Second, when the snow dislodges it can hit other motorists and pedestrians. Finally, snow can fall forward when you brake, covering the windscreen and blocking your vision.
¡ Observe local speed limits in resorts.
¡ A pply gradual pressure to the accelerator to avoid wheel spin. ¡ A void braking when cornering as this can cause skidding and loss of control. Instead, try to brake before you enter the corner. ¡ W hen braking is necessary, apply the brakes gently. Front and/or rear wheels can lock easily resulting in a loss of steering and control.
20 | GLASURIT – GINO’S PAINT & PANEL
BUSINESS IN THE FAST LANE
PHOTOS: PAUL MCGOVERN
GLASURIT – GINO’S PAINT & PANEL | 21
Aaron Scagliotta of Gino’s Paint & Panel in Perth installed a gasfired infrared oven to improve productivity in the Bodyshop, which is exactly what has occurred. As a very happy Aaron says: “The productivity is reflected in a significant increase in the number of cars we are repairing and that’s really helping our bottom line.” So just what is a gas-fired infrared oven and how does it work? According to the manufacturer, gas-fired infrared radiates electromagnetic waves with a broad infrared spectrum, which creates what is called an ‘exothermic chemical reaction’ in the paint film with only coincidental heat passing to the substrate. This allows the paint to cure in seconds. There are molecules of many different sizes in paint and the radiation emitted from an infrared unit is absorbed through the paint, causing all the molecules in the paint film to vibrate. This cures the paint in a much shorter time than conventional methods. Paul Hooper, Glasurit’s Senior Account Manager in Coatings Solutions, is delighted to report that Gino’s facility is benefitting not only from the combined efficiency of its new equipment and the 90 Line products, but also the new working methods and processes introduced by the Glasurit technical process experts. Although Aaron certainly appreciates the science behind his new oven, not surprisingly, it’s the practical advantages that impress him most. “When the materials – filler, primer or paint – are cured, they are fully cured. This eliminates all sink back issues and rework concerns. Also, when the car or parts come out painted they can be handled virtually immediately,” Aaron says.
That’s not all Aaron is impressed with either. “It is not only the oven but also the ‘Fly Dry’ system. These are separate gas-fired infrared arms that rapidly dry the body filler and the primer which further accelerates the repair process,” he says. Initiating a new process and learning to use new equipment obviously requires a good deal of training and expert advice and it was here that both Glasurit and Robayne were able to assist.
on the challenge and are now more productive and as a result, even happier in their work. There’s no doubt it has been a big investment in time, energy and money but Aaron believes the return will be well worth it. “We have planned to make it worth it. We have been fully operational for two months and so far so good“, he says with a smile.
“The main thing Glasurit and Robayne did for us was help devise a "rapid repair process. This is a simple but very effective ‘recipe’ to achieve an excellent result every time. It improves workflow and if you follow this process, you can't go wrong,” says Aaron. “Two technicians also came out from Europe to conduct an intense five-day training program and bring us up to the standard of Europe’s Best Practice." Gas-fired infrared equipment works well with either solvent or waterborne technology, but the consensus is that 90 Line gives you even better productivity and efficiency gains through reduced flash off times, better covering power and colour accuracy. What’s more, it’s healthier for the operator and environmentally friendly, too, helping to reduce the amount of VOC (volatile organic compound) emissions into the atmosphere. There is no doubt that Aaron and his team are big fans of Glasurit’s 90 Line. As he says: ” We love it! Depth of colour and colour matching is great. Coverage is great and that means lower application times and fewer coats.” Changing equipment has also required a cultural change at Gino’s Paint & Panel. This repair process was completely different to anything Aaron’s staff had ever done before but they took
Above: Aaron is delighted with the improved workflow thanks to the new gas-fired infrared oven Opposite page: Owner Basil in front of the newly installed oven Below: A technician positions an infrared lamp
22 | GLASURIT – NEWS
GLASURIT NEWS
BASF
A WINNER FOR
HYUNDAI
São Paulo, Brazil – BASF was elected one of the best suppliers of the year by Hyundai Motor Brazil. The company received the award ‘Supplier of the Year 2013 – Excellence in General Purchasing’ as recognition for supplying waterborne automotive coatings for Hyundai’s HB20 model manufactured in Piracicaba, Brazil. The award includes the assessment of
requirements such as cost management, quality and delivery. Hyundai is one of BASF’s global automotive customers. BASF has been working in close partnership with Hyundai since the beginning of paint process installation at the Piracicaba plant. Here, a shortened integrated process was implemented for the first time in South America. In addition to using waterborne materials, the paintline is shortened by one step. This means that less
material, time and energy are used for the application of the coating. “The award is a recognition of our successful partnership. It demonstrates the great commitment of our international team to deliver sustainable solutions, anticipating the needs of our customer,” said BASF Key Account Manager for Automotive OEM Coatings in Brazil, Fabian Garcia.
JOINING FORCES FOR SUCCESS At the renowned Autorama Car Show in Detroit in March, two cars refinished with BASF automotive paints were among the top eight recipients of the coveted Ridler Award. The award honours restored cars that have been presented at the Autorama for the first time.
SUBSCRIBE TO GLOSS & WE’LL SEND EACH ISSUE STRAIGHT TO YOU, FREE! Stay up to date with what’s happening in Bodyshops, in paint refinishing and in the world of Glasurit. Simply supply us your details to join our mailing list, and forthcoming issues of GLOSS will be delivered straight to you for free. Either email your Bodyshop name and address to trudi@omgcreative.com.au with ‘subscribe’ in the subject line, or scan this code with your smartphone (QR Scan App required), to sign up directly from the GLOSS page on the Glasurit website.
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GLASURIT – NEWS | 23
GLOSS MAGAZINE
BASF STAFF MEMBER QUESTIONNAIRE: Phil Roff Your name: Phil Roff. Position: Business Development Manager ART NZ. Location: New Zealand. Best part of your job: Customers. Favourite movie: Maverick. Favourite karaoke song: Santaria. What would be your ultimate meal? Thai curry. What 3 people would you choose to share it with? Kelly Salter, Dave McArtney, my wife. If you could trade places with any other person for a week (famous or not famous,
living or dead, real or fictional) with whom would it be? Mick Jagger. If Hollywood made a movie about your life, whom would you like to see play the lead role as you? Keanu Reeves. If you could be a superhero, what would you want your superpowers to be? Stop war in its tracks. How do you relax outside of work? Surfing, painting and music. Is there a funny story you can share with us whilst you’ve been involved in your job? Getting to the airport to catch a morning flight and realizing I had mistakenly booked the flight for PM. What did you want to be when you grew up? Happy healthy and wise. And why did you decide this industry? This role was a progression from my trade as a panelbeater through to sales and my current role.
REAR VIEW MIRROR...
I M PR I N T Editor
Tony Wiggins- Head of Coatings Australia & New Zealand BASF Australia Ltd 231–233 Newton Road Wetherill Park NSW 2164 Australia E: contact-australia@basf.com Phone: 02 8787 0100 Fax: 02 8787 0133 Glasurit® is a brand of BASF. www.glasurit.com.au www.basf.com.au Advertising Trudi Raymant – OMG! Creative Level 3, 180 Flinders Street Melbourne VIC 3000 Australia Phone: 03 9654 0532 E: trudi@omgcreative.com.au Editorial Contributing Editor Mark Bell – OMG! Creative Level 3, 180 Flinders Street Melbourne VIC 3000 Australia Contact for media enquiries: Phone: 02 9555 9476 E: lucy@lucidcomms.com.au Art Direction, Design & Production OMG! Creative Level 3, 180 Flinders Street Melbourne VIC 3000 Australia Phone: 03 9654 0532 www.omgcreative.com.au Photography
Each issue we will share amusing and true Bodyshop related stories from our readers. Names and identities will be withheld to protect the innocent... and guilty! This weeks RVM comes from a Bodyshop in Melbourne, who reported a client bringing in a van with front end collision damage. When asked how the van sustained said damage, the driver apparently admitted he’d just finished a shift at one job and was preparing to start a
shift at a second job, and was trying to swap his trousers over at the traffic lights when his foot moved off the brake. Explaining himself to the driver of the second vehicle would have taken a rather awkward turn as he attempted to put his trousers back on.
Got a Bodyshop related funny story of your own that you would like to share? Send it to trudi@omgcreative.com.au
Paul McGovern Steve Pohlner Ralene Johnson BASF Max Mason-Hubers Getty Images iStock
© BASF Australia Ltd 2014. No responsibility is accepted by BASF for the accuracy of any statement of advice contained in the text or advertisements. All material appearing in GLOSS magazine is copyright. BASC0244
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SOLUTIONS ON TAP. GLASURIT 90 LINE IS THE #1 WATERBORNE PAINT WORLDWIDE. 90 LINE offers outstanding performance properties, including quick and efficient coverage, higher productivity levels and environmental benefits. Combine that with an exceptional support package that includes industry leading training, on-site auditing programs, outstanding field support and first-class distribution all working together to make the change to 90 LINE easier than you think. ProFit with Glasurit.
Glasurit, 231-233 Newton Road, Wetherill Park NSW 2164 Australia Tel: 02 8787 0100 Fax: 02 8787 0133 www.glasurit.com.au