AASP-MN News June 2021

Your Champion. Your Ally. www.aaspmn.org

CONTENTS Vol. 30 No. 6

AASP-MN News is the official publication of the Alliance of Automotive Service Providers, Minnesota, Inc. 1970 Oakcrest Ave., Suite 102 Roseville, MN 55113 Phone: 612-623-1110 Fax: 612-623-1122 email: aasp@aaspmn.org website: aaspmn.org. To keep its readers better informed, AASP-MN News allows its columnists to fully express their opinions. All views expressed are not necessarily those of the publication. AASP-MN News is published by Thomas Greco Publishing, Inc. ©2021 All rights reserved. Cover image www.istockphoto.com.

AASP of Minnesota is an association of independently-owned automotive service businesses and industry suppliers dedicated to improving the state’s automotive service industry and the success of its members.

AASP-MN BOARD MEMBERS 2021 - 2022

PRESIDENT Tom Archambault IMMEDIATE PAST PRESIDENT Matt Feehan SECRETARY-TREASURER Jesse Jacobson COLLISION DIVISION DIRECTOR Lee Schlosser MECHANICAL DIVISION DIRECTOR Jeremy Nordgren ASSOCIATE DIVISION DIRECTOR Loren Feldkamp COLLISION SEAT Travis Doyle MECHANICAL SEATS Mike McLynn Tony Newman

STAFF

EXECUTIVE DIRECTOR Judell Anderson, CAE OFFICE ADMINISTRATOR Jodi Pillsbury PUBLISHED BY: Thomas Greco Publishing, Inc. 244 Chestnut St., Suite 202 Nutley, NJ 07110 PHONE: 973-667-6922 FAX: 973-235-1963 PUBLISHER Thomas Greco | thomas@grecopublishing.com SALES DIRECTOR Alicia Figurelli | alicia@grecopublishing.com EDITORIAL DIRECTOR Joel Gausten | joel@grecopublishing.com EDITORIAL & CREATIVE COORDINATOR Alana Bonillo | alana@grecopublishing.com OFFICE MANAGER Donna Greco | donna@grecopublishing.com PRODUCTION COORDINATOR Joe Greco | joe@grecopublishing.com www.grecopublishing.com

COLLISION DIVISION DIRECTOR'S MESSAGE..................................4 Service, Service, Service

by Lee Schlosser, AASP-MN Collision Division Director LEGISLATIVE UPDATE.....................................................................6 Fighting the Good Fight

by Kevin Walli, AASP-MN Lobbyist LOCAL NEWS..................................................................................8 NATIONAL NEWS............................................................................10 FEATURE .........................................................................................14 The EV Revolution: Exploring the Next Wave of Service and Repair - Part Two

by Joel Gausten D.E.G. ESTIMATING TIPS .................................................................15 COVER STORY ................................................................................16 Alliance Members ‘Celebrate Resilience’ at Annual Meeting and Leadership Conference

by Alana Bonillo PARTNERS IN PREVENTION ...........................................................20 Funding Available for Auto Shops through Clean Air Minnesota CASH IN ON YOUR MEMBER BENEFITS! .........................................22 AASP-MN and CHESS Team Up to Offer Members Safety Compliance Services AASP-MN MEMBER BENEFITS ........................................................22 UPCOMING EVENTS June 16

WELCOME NEW MEMBERS MAY 2021

September 28, 29, 30

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AASP-MN News

Morrie’s ..................................................................4 MPA..........................................................................IBC Proven Force.......................................................OBC Reliable Automotive Equipment...................12-13 Rosedale Chevrolet.............................................9 Sherwin Williams..................................................IFC Spanesi....................................................................19 Straight & Square.................................................7 Toyota Group.......................................................11

June 2021 | 3

COLLISION DIVISION DIRECTOR'S MESSAGE

Service, Service, Service

by Lee Schlosser AASP-MN Collision Division Director

The auto industry is always evolving with technology, safety features and consumer demands making our jobs as shop owners and technicians more complex. That means more training. But one thing remains the same – customer service.

We are very much in a customer service industry.

Good customer service dictates that the business owner takes the mentality of “the customer is always right.” This type of thinking will help the business grow, since good customer service is critical for winning repeat business and earning long-term loyalty.

Unfortunately, this approach does not work with every customer. When this happens, it is important to have a plan in place to prevent the situation from escalating. The most important thing we can do as shop owners is to carefully listen to what the complaint is. Often, this will give us the information to solve

4 | June 2021

the problem or address the situation and avoid the problem in the future. A customer that feels unheard may feel we do not care, which is the farthest thing from the truth. In the service business that we are in, caring is what we do.

We are running a business and we must remain profitable. So, perhaps the best solution is to acknowledge the customer’s concern, ensure them that they are truly being heard and find common ground. “Try to win the battle and you may lose the war” and, ultimately, business will suffer.

Are customers always right? I am not sure, but I do know they are the most important component to a service business like the automotive industry.

AASP-MN News

Two Great Companies.

One Great Program. ®

®

AASP-MN News

June 2021 | 5

LEGISLATIVE UPDATE

Fighting the Good Fight

by Kevin Walli, AASP-MN Lobbyist

In the 25-plus years that I have represented AASPMN at the State Capitol, we have always taken a proactive approach in developing our agenda, driven by member concerns.

Whether it has been strengthening our anti-steering laws, determining the point of imposition of sales tax on paint and materials, establishing and defending salvage title thresholds, fighting for a more reasonable method for parts procurement or trying to establish original equipment manufacturer guidance for repair procedures, AASP-MN has been the only, and sometimes lonely voice, for the repair industry.

We have consistently taken our concerns to the Department of Commerce. We have routinely met with the Commissioner of Commerce whether it be a Democrat or Republican Administration. We have invited department staff to present to the association in various settings. In short, the department knows and relies on AASP-MN as a resource in the field of insurance claims processing.

Even with a positive working relationship, the department has always taken the view that their primary role is to protect the consumer, not referee conflicts between the collision repair industry and the insurance industry. They have made it abundantly clear that they need evidence of improper action by insurers to commit limited department resources to investigating complaints.

For its part, AASP-MN has tried to facilitate this process by creating forms for shops and their customers to use in gathering and documenting information when

6 | June 2021

insurers have crossed the line. The department has pursued cases and imposed penalties when properly supported by appropriate evidence.

The work of changing the state law governing insurance claims practices and other industry concerns has been a particularly challenging fight.

Over the years, members have done a good job of reaching out to their legislators. You are the main street businesspeople who live and work in the communities that the legislators represent. We have hosted many legislators at repair shops in their legislative districts. We have worked hard to educate legislators about the repair industry. Most of them know little or nothing about it when they take office. This effort to educate legislators must continue.

If anything, we carry a bigger burden to prove our case at the legislature than most industries due to the influence of the well-financed insurance lobby who has both their very capable association lobbyists as well as contract lobbyists employed by individual companies.

It’s a David versus Goliath battle, but if we mobilize effectively, the repair industry can win battles at the Capitol.

So, the keys to success are being proactive, mobilizing effectively and gathering evidence in support of our position. This is what we’ve always done, but our prospects for success will be enhanced if we redouble our efforts.

AASP-MN News

AASP-MN News

June 2021 | 7

LOCAL NEWS AASP-MN Executive Director Announces Retirement Judell Anderson, executive director of AASP-MN since 1996, announced that she will retire at the end of this year.

With Anderson at the helm, AASP-MN enjoyed major legislative victories, created a scholarship program, expanded member benefits and attained record membership. She introduced strategic planning and applied bestpractice association management principles into the day-to-day work of the association. Perhaps one of the most important accomplishments during her tenure was the founding of MNCARS – Minnesota Careers in Auto Repair & Service – in response to the industry’s workforce shortage.

Judell has also been active in I-CAR, SkillsUSA and a multitude of high school and college auto advisory committees and industry work groups at the national and local level.

“Judell has been our leader, our champion and our ally for 25 years!

Her contributions to the automotive industry – most notably her support of automotive education and careers, along with legislative advocacy for independent automotive repair businesses – will be felt for years to come. For those reasons, and many others, we are forever grateful for her leadership of the Alliance and wish her all the best,” said AASP-MN President Tom Archambault.

Anderson said, “I am grateful to have served the members of AASP-MN for 25-plus years, loving what I do every day and feeling like it made a difference. The job has

always challenged me and the work, the people and the experience have been incredible.”

An experienced association management professional, Judell served as assistant executive director at the Sheet Metal, Air Conditioning & Roofing Contractors Association prior to joining AASP-MN. She earned the designation of Certified Association Executive (CAE) in 1995, a credential achieved by just five percent of association professionals.

Anderson plans to continue in her role as administrator for AASP National.

The AASP-MN Board of Directors is committed to ensuring the continuity, stability and stature of AASP-MN into the future. A sixmember search committee has been established to oversee the hiring and transition process and will keep the membership informed with updates as the process advances.

AASP-MN Awards Scholarships to Automotive Students AASP-MN is pleased to announce scholarship awards totaling $21,000 to help automotive service and collision repair students pay for tuition or tools during the 2021-22 school year. The scholarships are in the amount of $1,500 and are made possible with generous donations from the Minnesota State I-CAR Committee and Bill Smith Fund, as well as proceeds from AASPMN’s Annual Race for Automotive Education fundraiser, which will be held later this fall.

Thirty college and high school students from 14 schools submitted scholarship applications. Applications were reviewed by a committee of industry representatives, with consideration given to scholastic

Minnesota Careers in Auto Repair & Service (MNCARS) Thanks to MotorMouth Scott Miller, Collision Specialists, Inc. in Austin, for volunteering at the Southern Minnesota Education Consortium of high schools Outdoor Career Exploration Event on May 11.

Take advantage of the resources in the MotorMouth toolbox at https://carcareers.org/motor-mouth/. Get out and get active in your local community promoting industry careers!

8 | June 2021

AASP-MN News

achievement, education and career goals, financial need and written recommendations.

The recipients are: • Austin Allison, South Central College, North Mankato – Auto Body Collision Repair • Moneab Amro, Century College, White Bear Lake – Automotive Service Technology • Carter Brandes, South Central College, North Mankato – Auto Body Collision Repair • Hunter Cooley, MN State Community & Technical College, Moorhead – Automotive Service Technology • Henry Cortes, Dunwoody College of Technology, Minneapolis – Auto Body Collision Repair • Jaycen Holt, Century College, White Bear Lake – Automotive Service Technology • Hunter Linnane, Dakota County Technical College, Rosemount – Automotive Service Technology • Jason Otterholt, Hennepin Technical College, Brooklyn Park – Auto Body Collision Repair • Erickson Point, Ridgewater College, Willmar – Automotive Service Technology • Cole Poncelet, Dakota County Technical College, Rosemount – Auto Body Collision Repair • Shaun Pope, Anoka Technical College, Anoka – Automotive Service Technology • Evan Plummer, Dakota County Technical College, Rosemount – Auto Body Collision Repair • Jonathan Swanson, Century College, White Bear Lake – Automotive Service Technology • Jacob Story, Pine Technical College, Pine City – Automotive Service Technology Congratulations to all of this year’s recipients! The scholarship awards are the centerpiece of AASPMN’s Automotive Education Fund, which was established to provide financial resources to support automotive students, enhance automotive programs and raise awareness of career opportunities in the independent automotive service industry.

Thank you AASP-MN Sponsors!

Platinum Sponsors Fix Auto LKQ Minnesota Lube Tech & Partners Gold Sponsors AASP National Auto Value Parts Stores/APH

Axalta Coating Systems CBIZ FinishMaster Podium PPG Automotive Finishes United Fire Group

Annual AASP-MN Golf Outing, Wednesday, June 16 at Majestic Oaks Golf Club, Ham Lake.

Play will begin at noon, followed by a social hour/ dinner and awards presentation outdoors under a tent to allow for social distancing. The cost to participate is $100 per golfer or $400 per foursome. Golf holes are also available to sponsor for $350 each.

For additional information or to register, contact the AASP-MN office at (612) 623-1110 or aasp@aaspmn.org.

Silver Sponsors aaa Auto Parts AmeriPride Services Colonial Life Enterprise Rent-a-Car O’Reilly Auto Parts Single Source Sherwin Williams Suburban Chevrolet Bronze Sponsors C.H.E.S.S. Twin Cities Auto Glass

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NATIONAL NEWS Mazda Launches Collision Repair Network On May 4, Mazda North American Operations and Mitchell announced the launch of the Mazda Collision Repair Network. According to their statement, “the Network reinforces the companies’ commitment to safety and provides Mazda vehicle owners with confidence in the repair of their automobiles. It also offers participating U.S. Mazda dealerships, multi-shop operators (MSOs) and independent repair facilities the opportunity to enhance customer loyalty, improve workflow efficiency and attract new business.”

Participants in the Mazda Collision Network must meet leading industry standards for business operations, training, tools and equipment. Ongoing, systematic monitoring of each job tracks facilities’ continued compliance with program requirements for safe repair, cycle time and customer satisfaction.

As program administrator, Mitchell is responsible for overseeing enrollment and verifying compliance.

Organizations accepted into the network will use Mitchell Cloud Estimating with integrated repair procedures to access Mazda repair information from within the estimate. This is designed to minimize the time spent on research, reduce supplements and facilitate proper repair.

To apply to the program or for additional information, visit the Mitchell website at: mitchell.com/productsservices/collision-repair-shop-solutions/oe-networksolutions/mazda-collision-repair-shop-solutions.

www.langmarketing.com Used Vehicle Market is Big and Profitable The onslaught of COVID-19 accelerated used vehicle sales, while reducing the new vehicle market in the U.S. by approximately 20 percent. This pushed the 2020 used market to 41 million – nearly three times the unit volume of new vehicle sales. The size and profitability of the used market is attracting growing vehicle dealer participation.

Besides generating larger profit margins per vehicle than new cars and light trucks, used autos provide vehicle dealers with lucrative opportunities to expand their service bay business. This will have long-lasting aftermarket consequences.

Service Bay 2020 Shakeup Big changes are rumbling through the service bay populations of the seven major types of light vehicle repair outlets across the U.S., reflecting competitive market trends and the impact of COVID-19.

Six Major Takeaways: • Despite the vehicles in operation expanding by more than 43 million cars and light trucks over the past 10 years (2010 to 2020), the light vehicle bay population across the U.S. shrank by more than three percent.

• Service stations and garages suffered the largest bay continued on pg. 21

COVID-19 Disclaimer: By registering to attend this event, attendees acknowledge and understand that participation includes possible exposure to and illness from infectious diseases including but not limited to COVID-19 and knowingly and freely assume the risk of injury, harm and loss even if arising from the negligence, fault or conduct of AASP-MN, its employees, agents and representatives. Attendees agree to comply with all COVID-related procedures that may be implemented by AASP-MN and the event venue, including, but not limited to, mask-wearing and social distancing requirements and restrictions on certain activities that carry higher COVID-related risk, in order to protect as much as possible the health and safety of all event attendees.

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FEATURE

by Joel Gausten

THE EV REVOLUTION:

EXPLORING THE NEXT WAVE OF SERVICE AND REPAIR - PART TWO During the most recent Collision Industry Conference (CIC), Future Disruptions Committee panelist Sean Carey (SCG Management Consultants LLC) shared his prediction that electric vehicles (EVs) would be the predominant form of transportation in the United States by 2035. As discussed in last month’s AASP-MN News, OEMs are certainly pushing in this direction, but will gas-powered automobiles fully leave American roadways in 14 short years? While nobody has the benefit of a crystal ball, industrywide conditions in the here and now indicate that a massive EV takeover may not be as immediate as some suggest.

With locations in Woodbury and New Brighton and a third set to open in Medina this month, Eurotech Automotive Repair is one of the AASP-MN region’s most forward-thinking mechanical-service operations. As such, the shops are already experienced in working on BMW and Tesla EVs. However, Eurotech President Seth Thorson shares that EV work has only driven about three percent of his overall sales in the last six to nine months.

Although EVs are still a slow-moving addition to his business, he is keeping his eyes on the future and making sure his technicians have the knowledge, techniques and proper PPE equipment in place to professionally handle what comes through the door.

“Our technicians tend to be on board with new and emerging technologies. We have our regular shop meetings so they know what we’re doing and why they’re doing it […] Our guys are pretty on board with it because they know it’s coming.

“We’ve worked on BMW i3s, and you can read a ton on Tesla’s website and buy day passes,” he adds. “It’s no different than any electric and hybrid. You take your time and make sure you disable the battery before you do anything that touches the high-voltage system, but the majority [of vehicles] is still the 12-volt car we’ve come to love and know.”

Naturally, talk of EVs and the anticipated decline of traditional automobile production has some service

14 | June 2021

professionals worried about the loss of income generated from oil changes and other regular maintenance work.

While this could be a reality, Thorson is quick to dispel fears that this will dramatically impact technicians’ bottom lines.

“The hard thing with EVs is that they do need less maintenance and service. But contrary to popular belief, they still have coolant leaks. They have plastic connectors that leak. You’re going to have all the same problems with 12-volt batteries that fail. You’re going to have door handle problems and the suspension stuff that fails on every single car.”

Of course, if OEMs indeed want to make EVs commonplace in the near future, they need to assist the repair and service industries in building the infrastructure necessary to get the vast majority of facilities on the same page. Not only does this obviously include proper training, but it also means that EV certification opportunities eventually need to move beyond the dealership level and extend to the independent side. As of this writing, Audi is one OE that is focusing on getting its dealers up to speed on EVs first before branching out to other facilities.

“If you look at the tool packages that are required, the investment is fast approaching $100,000 just for hardware – and then there is that pesky tech training issue,” Mark Allen, collision and equipment manager for Audi of America, explained in a recent conversation with AASP-MN News. “These are highly specialized skills with a danger quotient applied.”

Currently, Audi collision technicians must take all available I-CAR EV training as a requirement for their general certification. However, successful completion of these courses does not qualify a certified body shop technician to work on or de-energize high-voltage systems.

“This must still be done at the dealer for the foreseeable future,” Allen said.

While it is clear that the industry’s chances of suddenly waking up one morning to an all-EV world are slim, now is the time for independent repair and service facilities to investigate what’s going on, look at the training and specialization these evolving technologies will demand and consider where these vehicles may fit in their business models and expertise. Next month, we will explore some of the training avenues already available to help industry professionals develop the plans and decisions that may work best for them.

Look for Part Three of this feature in next month’s AASP-MN News.

AASP-MN News

ESTIMATING TIPS Audatex: Door Seam Sealer May Not Be Included – Audatex users may find contradicting information regarding labor operations stated in DBRM Section 4-3 Replacement & Recycled Operations: Door Shell Replacement.

Page 86 of Audatex DBRM states “Seam sealing (when required)” is an included operation.

In DEG Inquiry 18075 on a 2019 Toyota Tacoma, the response from Audatex states, “Seam sealer application time is included in any piece that the OEM service requires, per the OEM service information we have not added this time for the DOOR SHELL, FRONT (GN 0207/0208) as it is not mentioned. No change warranted at this time.”

This suggests that it may be necessary to confirm whether Audatex has included the seam sealer. Inquiries related to the inclusion of seam sealer on door shell replacements can be submitted through the DEG at degweb.org.

Final note: Material costs, additional labor to duplicate the factory appearance and application of corrosion protection (i.e. epoxy primer) prior to seam sealer work are all NOT included in the labor time.

CCC: Aim Headlights – In DEG Inquiry 18138, MOTOR provides a breakdown of “Add if Required” operations for “Aim Headlamps.”

“Includes use of all necessary tools and equipment in-order to aim headlamps within specifications.

The estimated work time for ‘Headlamp Aim’ includes the following: • Vehicle staging (parked on level ground) • Adjust to specifications The estimated work time for ‘Headlamp Aim’ does not include the following: • Component part replacement • Inspect vehicle for damage • Verify oil level • Verify coolant level • Verify tire pressure • Verify trunk and vehicle cargo removal • Load “150 LBS” in front seat • Special equipment set-up.”

Before finalizing a damage assessment, always reference OEM repair information for required steps to perform proper headlight aiming. Some OEM headlight aiming procedures may be complex, requiring non-traditional tools such as an OEM scan tool and/or specific measuring equipment.

CCC: Seat Belts & Related Components “Mechanical” Classification – In DEG Inquiry 18181 MOTOR had made updates to seat belt retractors and buckles to show an “M” (Mechanical) classification.

CCC users should be aware that some SRS components with a SRS squib connector may not show an “M” classification. Users should submit an inquiry through the DEG (degweb.org), for SRS components with squib connectors that do not show an “M” classification for the component.

MOTOR Definition of component classification: “(M) Mechanical: Components that transform one form of motion or energy into another. Mechanical components would likely be serviced at a mechanical service facility rather than a body repair facility if that component failed during normal operation.”

Mitchell: Dynamic Systems Verification Road Test – Mitchell MCE and Ultramate users have the ability to add “Dynamic Systems Verification Road Test” on the estimate as a NOT included operation. Users can find this database selection in the “Reference Sheet >> Calibrations>> Dynamic Systems Verification Road Test” or using quick code 933039. Note, this procedure will require an on-the-spot evaluation due to many variables by the different OEM driving patterns and conditions that must be met.

This may be a required operation by the OEM. Always reference the latest OEM repair procedures and verify the process to perform a Dynamic Systems Verification Road Test.

Audatex: Second Color and Clear Set Up – Audatex DBRM Page 152, Section 4-4 Refinish Guidelines show that second color and clear coat set up is NOT INCLUDED in published refinish times.

“Second Color Setup: Second Color Setup .4 (not two-tone) may be necessary for underhood colors, mouldings and trim where a second color is used. This is a manual entry that may be used when required.”

In addition to second color, repairers may need to perform a “second clear setup.”

“Second Clear Setup: Second Clear Setup .4 may be necessary in certain circumstances to match the OEM finish (e.g. underhood, aprons, and rails needing “matte” clears). This is a manual entry that may be used when required.”

Note: The estimating databases are all intended to be used as a GUIDE ONLY - it is important to remember that the auto body professional performing the repair is in a position to thoroughly inspect, diagnose and identify the methodology and their unique cost of the vehicle damage repair. You can view these tips and others on the DEG website, DEGWEB.ORG.

AASP-MN News

June 2021 | 15

COVER STORY

by Alana Bonillo

Alliance Members ‘Celebrate Resilience’ at Annual Meeting and Leadership Conference May 20 was a great day for the Alliance. After more than a year of being unable to hold in-person events, AASP-MN members united for a successful, well-attended and socially distant Annual Meeting and Leadership Conference at the Nicollet Island Pavilion in Minneapolis.

Truly “Celebrating Resilience,” the theme of this year’s event, the gathering recognized Alliance volunteers, included presentations on best business practices and technology, featured vendors and brought members together to socialize and network for the first time since the pandemic began.

Addressing members face to face for the first time since 2019, AASP-MN Executive Director Judell Anderson commended all for their strength and dedication during these trying times.

“You never missed a beat. You quickly changed your business operations to keep your employees and your customers safe. You adapted and innovated with new customer-service options, technology and marketing strategies. You engaged in new ways with your community to support those who needed it most, and you enthusiastically connected with other shop owners to share ideas and best practices for operating in this new environment. You continuously reminded me of how fortunate I am to be part of this industry.”

The celebration got underway immediately as Anderson recognized retired shop owner Pat Whelan with an honorary lifetime membership.

Updates from the Alliance included notice that longtime lobbyist Kevin Walli has announced his retirement and that his colleague, Sam Richie, will take his place.

Richie provided a brief update on the Alliance’s many legislative efforts currently underway.

Since last year’s Annual Meeting and Leadership Conference was canceled, Alliance leaders set out to catch up on two years’ worth of volunteer recognition.

“We are here to celebrate surviving 2020,” Matt Feehan, immediate past president, proclaimed.

Feehan asked attendees to stand and recognize themselves for getting past the hard times “with grace and patience.”

Longtime Alliance supporter Pat Whelan (pictured here with AASP-MN Executive Director Judell Anderson) was awarded an honorary AASP-MN lifetime membership.

16 | June 2021

Despite the hardships of the past year, Feehan proudly reported the Alliance has been successful throughout, as it maintained a 91 percent membership retention rate and was able to award $19,000 in scholarship funds. Through online meetings and clinics, it continued to offer valuable information and programs to the membership.

“The Alliance is very valuable, but only to those people who chose to use it,” Feehan advised.

Incoming and outgoing Board members for the 20192020 and 2020-2021 year were recognized in addition to 26 member companies that achieved Winners’ Circle status. Wayne Watson (Auto Works Automotive Service Center, Woodbury) won the Member Recruiter of the Year for 2019; Mike Cox (Ed's Collision Center, Maple Grove) and Carl Thomas (Lancer Service, St. Paul) both won Member Recruiter of the Year for 2020.

“Now more than ever, we need a champion and an ally.

We need the Alliance,” President Tom Archambault stated.

With changes coming down the pike with advanced vehicle technology and the future of autonomous cars around the corner, he stressed how important it is to rely on the Alliance, which continues to support the automotive industry by providing information and doing work that really matters.

Virtual Sessions Complete AASP-MN Annual Meeting & Leadership Conference Education Slate Available to conference registrants through June 10, this year’s virtual sessions consist of eye-opening presentations from industry veteran speakers Kim and Brian Walker (Shop Marketing Pros), Kristen Felder (Collision Hub) and Rick White (180 Business Solutions).

All the speakers will host a live Q&A session later in June for attendees to ask questions and share ideas about the content in real time.

“Know Your Numbers: Marketing KPIs,” presented by Kim and Brian Walker (and sponsored by Axalta Coating Systems and Podium), gives viewers all the tools they need to make the most of their online presence to help bring more customers through the door. In the area of social media, Kim suggests that businesses focus on numbers that track reach and engagement in addition to page likes and followers. She advises shops to take a good look at their content (such as photos and videos) to determine what people respond to most.

Timing is also key.

“If you aren’t reaching enough people, you can decide what you need to change,” she suggests. “Maybe it’s when you are posting. Get to know your audience and think about their routine. Do you feel your audience will be more apt to engage late at night or early in the morning?”

“Prove It! File Documentation for Profit,” presented

by Felder and sponsored by FinishMaster, provides an extensive overview of how collision shops can build files that will protect their businesses and help them get paid for the work they do.

AASP-MN News

The 2021-2022 AASP-MN Board of Directors.

After lunch, well-known presenter and author Sam Silverstein (Sam Silverstein Enterprises) gave the keynote presentation, “Pivot! Building Accountability into Your Life and Your Organization” (sponsored by CBIZ, Lube-Tech & United Fire Group).

Silverstein motivated Alliance members to learn about accountability and the many benefits that come from it, such as strong leadership, increased productivity and a business culture built on one’s core beliefs and values. He challenged the audience to think about their beliefs and values and to build their actions around that.

“Leadership is always, every time, about the people we lead.

Accountability is the highest form of leadership. We all want our people to do their jobs, get their work done and do more, but the real problem in our businesses today is not the people. The real problem is what we, as leaders, think about our people. You see accountability isn’t a way of doing; accountability is a way of thinking. Accountability isn’t leadership trying to manipulate its people to do more. Accountability is leadership being accountable first to create an environment, a culture within an organization that inspires people to want to be their best and want to be accountable."

Following Silverstein’s presentation, Anderson returned to the podium to share news that she plans to retire as executive director of the Alliance at the end of the year.

“I am grateful to have served the members of the Alliance for 25-plus years. I truly love what I do,” she told the audience to a standing ovation.

Educational discussion continued with Jason Bartanen of Collision Hub, who presented “ADAS – Are You Ready?” (sponsored by Fix Auto).

Bartanen went through many different ADAS features, using images to demonstrate what repairers should be looking for.

“You really need to know what you are working on so when you give the keys back, you have a level of confidence.”

Closing out the educational portion of the event, award-winning author and speaker Meridith Elliot Powell of MotionFirst gave the closing keynote presentation, “THRIVE! Turning Uncertainty to Your Competitive Advantage” (sponsored by AASP National, LKQ Corporation and PPG Automotive Finishes).

Despite the feelings of uncertainty the virus has caused, Powell made a strong claim that success is still possible.

“There is so much opportunity in today’s marketplace if you know where to look, understand the shifts and have the strategy to use this uncertainty to your competitive advantage.”

She added, “If I spent all my time talking about the obstacles in the way, like a magnet, it will pull me into those obstacles, and I will get stuck […] But the moment I direct toward my relentless vision, the raft will take you there like a magnet, and it will be the same for your business.”

The day concluded with a vendor showcase in an outdoor tent where attendees enjoyed more refreshments and social interaction.

Congratulations to all those who won door prizes throughout the day made possible by the event’s generous sponsors. Special congratulations to Dan Sjolseth (Superior Service Center; Eagan), who won the grand prize, a stay-cation to Breezy Point Resort.

AASP-MN News

“If you aren’t documenting, you don’t have control; you will lose your customer and the claim,” Felder shares. “There’s no silver bullet or magic wand – nothing that makes the insurance company pay you all the time, as they are likely to still say no to some things. But this enhances your negotiation and makes it go faster.”

All forms of communication – including incoming and outgoing calls, text messages and even voice mail messages – should be included in the documents saved for each job. Using cloud-based servers such as Google Drive is a great way to store all the information and make it shareable.

Having things in writing by way of contract and forms is another method of protecting your business.

“Contracts make everyone happy; it makes everyone comfortable. It doesn’t make someone get their feelings hurt.

Having a lot of forms is paramount.”

At the end of the day, one should be putting together what Felder calls a “defendable file.”

“There is no such thing as a bulletproof file or a winnable guarantee, but you are putting together a defendable file. You just need to get it to where it is defendable.”

Rick White outlines the “Top 10 Front Counter Mistakes & How to Avoid Them” in his Auto Value Parts Stores/ APH-sponsored presentation. He talks repairers through many not-so-obvious things they may be doing wrong. One of the main issues may be blaming others for a situation. Things will go wrong and things will happen, but how one responds makes the difference.

“When you are the cause, you are the cure. When you are willing to accept responsibility for what you are doing, it can be all the difference in the world in your shop, for you, your advisors – everybody. Everyone has to be responsible. It doesn’t mean it’s your fault; it does mean it’s your responsibility to fix it, own it and make it better.”

Customer interaction is a very important factor in building good business, and many don’t take the time to get to know the person driving the vehicle.

“When you are focused on the vehicle, all you will get is a transaction.

But if you focus on the person, you will wind up with a relationship. You don’t want to be fixing the car once; you want to be their car guy, their grandchildren’s car guy – and you won’t get there if you are not their car guy.”

June 2021 | 17

18 | June 2021

AASP-MN News

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June 2021 | 19

PARTNERS IN PREVENTION

Funding Available for Auto Shops through Clean Air Minnesota Funding is available for auto body shops to switch to safer products and modern equipment and for service shops to fix the emission systems in cars of low-income Minnesotans.

Switch to safer chemicals and upgrade equipment Auto body shops are encouraged to switch to safer chemicals and upgrade equipment to reduce PERC and VOC emissions through the Clean Air Assistance Project. Reducing emissions improves air quality in the shop and the surrounding neighborhood. Owners of eligible businesses in the city of Minneapolis and Ramsey County can receive free technical assistance and financial support of up to 75 percent of project costs to help purchase safer equipment. The program is administered by Environmental Initiative with resources from the Green Cost Share Program and Ramsey/ Washington Recycling and Energy.

Roering Auto Body in Saint Paul converted from solvent to waterborne paint and upgraded their paint booth with support from Complete Health, Environmental & Safety Services (CHESS). Lisa Roering, owner of the shop, reports that customers are pleased that their cars do not smell like paint and the color matches look great. “I just wanted to be a leader in the automotive industry, and better for the environment, and most of all, for the employees at the shop.”

If you own an auto body shop in Ramsey County or the city of Minneapolis and are interested in reducing the use of harmful chemicals, email or call Christina VangDixon at cvang@en-in.org or (612) 334-3388, ext. 8126 to learn more.

Fixing emission control systems Currently, an estimated 90 percent of vehicle air pollution comes from just 25 percent of passenger vehicles, mostly older ones with outdated or malfunctioning emission controls or exhaust equipment.

Project Clean Air Repairs (Project CAR) partners with garages to provide targeted repairs to clean up some of the highest polluting cars on the road while reducing the barriers to reliable transportation. Partner garages provide repairs to four priority components of the emission control system: catalytic converters, evaporative

20 | June 2021

emission control systems, oxygen sensors and exhaust gas recirculation valves.

Cathy Heying is the Operation Director of The Lift Garage, an organization that provides low-cost car repair to low-income Minnesotans and one of the original Project CAR partners. She notes, “Many cars come in that have check engine lights that indicate faulty oxygen sensors or a catalytic converter that’s failing.

Quite honestly, without Project CAR, those things often don’t get addressed. Now customers can address the emissions related issues with their car and it doesn’t have to be an either-or anymore. Without this program, that just would not happen.”

Do you own a garage serving low-income residents in your community?

Project CAR hopes to add new partner garages to increase the impact of the program and we would like to hear from you. As a partner garage, your technicians would identify and repair defective components of emission control systems and receive reimbursement for those repairs. We work with each individual garage to set up a process that works with their business model and existing processes. Reach out to Gillian Greenberg at ggreenberg@en-in.org or (612) 334-3388, ext. 8127 to learn more.

Clean Air Minnesota is a diverse coalition of air quality leaders convened by Environmental Initiative working together to reduce emissions from mobile sources, small businesses and wood smoke. Partners develop projects to reduce emissions from Minnesota’s smaller, widespread and less regulated sources of air pollution which contribute nearly 75 percent of air pollution emissions in the state.

Have you taken the MPCA’s survey?

A seven-question survey for Minnesota businesses was mailed out with April’s edition of AASP-MN News.

Is that still sitting around? We have heard from a few members but we would really like to hear from you.

Please take a few minutes to tell us what you think of our content and how the Minnesota Pollution Control Agency can better serve you in the future. A pre-paid envelope was included to make responding easy and quick.

AASP-MN News

NATIONAL NEWS continued from pg. 10 decline, as they were hit particularly hard by the onslaught of COVID-19.

Lang Marketing estimates that service stations and garages lost a total of nearly 30,000 bays between 2015 and 2020.

• Despite increasing their bay count between 2015 and 2019, dealers suffered a loss of several hundred outlets during 2020. Consequently, their 2020 service bay population was lower than five years earlier.

• Tire stores, discount stores/mass merchandisers with bays and retail auto parts stores with bays each suffered declines in their service bay populations between 2015 and 2020.

• Foreign specialists recorded the largest gain in bay count between 2015 and 2020, adding nearly 5,000 light vehicle service bays. Repair specialists also increased their repair market capacity by adding over 4,200 bays in the past five years, despite a loss of bays last year (2020).

• Independent (non-dealer) DIFM outlets fell from a 75 percent service bay share during 2015 to 73 percent at mid-year 2020.

AASP-MN News

June 2021 | 21

CASH IN ON YOUR MEMBERSHIP BENEFITS!

AASP-MN and CHESS Team Up to Offer Members Safety Compliance Services Complete Health, Environmental & Safety Services, Inc. (CHESS) offers AASP-MN members a 20-percent discount on the following services: Right to Know (RTK)/Hazard Communication You must train employees before they start work and annually. You must have a written program. CHESS’ Right to Know Written Program and Training Guide is customized for your facility, whether you offer collision or mechanical repair. The written program and training guide is available exclusively to AASP-MN members for $300.

Safety Data Sheet Management As part of the Right to Know/Hazard Communication OSHA law, you must provide your employees access to Safety Data Sheets (SDS) for the products in your shop.

CHESS’ SDSLinks, an online SDS management tool, makes them easy to find. CHESS also provides support 24/7 if you cannot locate one. SDSLinks is available exclusively to AASP-MN members for $300 per year.

Safety Reminder Posters OSHA has some regulations, such as walking and working surfaces and ladder use that require training.

Keeping safety in front of employees on a regular basis is one way to help reduce injuries. CHESS will email you a poster on a different topic each month relating to safety issues found in your shop. You can post it or review it with employees in a shop meeting. The Safety Reminder Posters program is available exclusively to AASP-MN members for $240 per year.

All of these services can be bundled for a fee of $800, with annual renewal of the SDSLinks and posters for $525.

In addition, CHESS offers up to one hour of free phone consultation to any AASP-MN member with safety or environmental questions.

For more information, contact Carol Keyes at (651) 481-9787 or carkey@chess-safety.com.

AASP-MN MEMBER BENEFIT PROGRAMS PROPERTY/LIABILITY AND WORKERS’ COMP INSURANCE CBIZ AIA Contact: Brad Schmid 763-549-2247 / bschmid@cbiz.com CBIZ AIA and United Fire Group (UFG) have created a program for members that includes a special premium discount, exclusive coverage and potential safety group dividend. CBIZ AIA can present quotes from multiple carriers and, as an added bonus, offer members an exclusive 10% discount on their property/liability insurance premiums.

EMPLOYEE BENEFITS Business Planning Professionals Contact: Dennis Begley 612-308-6577 / dennis@begley-group.com Business Planning Professionals will provide AASPMN members with quotes from multiple carriers for life insurance, health insurance, long-term care and disability insurance.

EMPLOYEE VOLUNTARY BENEFITS Colonial Life Contact: Deb Ferrao 612-600-4135 / deb.ferrao@coloniallifesales.com or Tracy Bailey 612-801-0139 / tracy.bailey@coloniallifesales.com Dedicated representatives can help members transform their benefit package with competitive rates, value added services at no cost and complimentary legal document preparation service.

Colonial Life has the tools and flexibility to create a plan to fit everyone’s needs.

UNIFORM & LINEN SUPPLIES Aramark Contact: John Majchrzak 612-670-4034/ majchrzak-john@aramark.com Discounted pricing to members on rental of uniforms, entrance mats, shop rags, etc. Purchases are also discounted. Members receive annual rebate equal to 10% of their business with AmeriPride/Aramark each year.

CREDIT CARD PROCESSING Association BankCard Services Contact: Mac Hardin 952-933-2026 / mach@retailfinancialservices.biz Competitive rates for AASP-MN members.

Terminals and printers sold at cost. Monthly rental of equipment is also available.

22 | June 2021

LEGAL CONSULTATION Fryberger, Buchanan, Smith & Frederick 800-496-6789 Members receive free, over-the-phone legal assessment and consultation (some restrictions apply) with an attorney who specializes in the area of law that is the subject of the call.

WEBSITE AND INTERNET MARKETING SOLUTIONS Autoshop Solutions Contact: Tony Mercury 919-267-1731 / tony@autoshopsolutions.com Autoshop Solutions has developed the most cuttingedge marketing platform for AASP members. Really Powerful Marketing (RPM) is an all-in-one program that bundles your website, pay-per-click, search engine optimization, social media, and much more!

With five levels of RPM to match your budget, goals, and competition, it’s built to drive your shop forward!

REPAIR SHOP PRODUCTS/SERVICES DISCOUNTS CARS COOPERATIVE Contact: Stephenie Sheppard 405-547-4077 / membersupport@cars.coop Members receive discounts on a variety of products and services they use every day! From discounts on paint and rental cars to office supplies and phone services. Over 50 programs available!

INFORMATION PROVIDERS Mitchell 1 Contact: Mitchell 1 Representative 888-724-6742 Mitchell 1 offers AASP members special discounts on the Mitchell 1 family of integrated software tools.

Mitchell International Contact: Mitchell International Representative 800-238-9111 AASP members receive a 15% discount on any Mitchell RepairCenter TechAdvisor package. Visit ww.w.mitchell.com/ products-services/collisionrepair-shop-solutions/cloud-estimating for more information.

TECHNICAL INFORMATION HOTLINE IDENTIFIX 800-288-6220 Members enjoy discounted prices on the industry’s #1 technical information hotline, Direct-Hit.

AASP-MN News

CHECK GUARANTEE SERVICES Certegy Check Services 877-520-2987 Discount rate of .75% to AASP-MN members. Use existing credit card terminal. Fast claim payments.

AUTO EMPLOYEE ASSESSMENT Assessment Associates International Contact: Nate Page 952-854-6551 / nate@aai-assessment.com Designed to help facilitate and enhance hiring decisions. AASP-MN members receive 50% off retail price, starting as low as $15 per assessment.

BUSINESS FORMS/CALENDARS AASP-MN Contact: Jodi Pillsbury 612-623-1110 / jodi@aaspmn.org Discounted rates on printed business forms and calendars.

SAFETY COMPLIANCE Complete, Health, Environmental & Safety Services, Inc. Contact: Carol Keyes 651-481-9787 / carkey@chess-safety.com AASP-MN members receive a 20% discount on Safety Data Sheet Management (SDSLinks), Right to Know(RTK)/Hazard Communication program customized for your facility and monthly safety reminders, and other safety, OSHA or environmental assistance.

PAYROLL PROCESSING CBIZ Payroll Contact: Carrie Hobrough 612-436-4620 / chobrough@cbiz.com Members receive 20% discount off standard payroll products and services (excluding 401k).

BUSINESS COACHING 180BIZ 540-833-2014 / info@180biz.com Members receive a 20% discount on one-on-one sales and management coaching programs (covering financial planning & analysis, strategic marketing, leadership and personnel development) without long-term commitments. Members also receive a 20% discount on monthly sales & management webinars as well as a 20% discount on all 180BIZ advisor training programs.

CUSTOMER SATISFACTION IS OUR TOP PRIORITY. PARTNERS OFFER DEDICATED WHOLESALE CALL CENTERS. OVER 50 DELIVERY VEHICLES WITHIN PARTNER NETWORK. ALL PARTNERS OFFER TECHNICAL SUPPORT FOR ASSOCIATE VEHICLES.

Toll Free 800-238-6664 Direct 651-423-2432 Fax 651-423-2808

Toll Free 800-537-6072 Direct 651-204-4610 Fax 651-256-9258

Toll Free 800-569-5735 Direct 763-424-3472 Fax 763-424-4631

Toll Free 800-448-5912 Direct 952-435-8401 Fax 952-435-8515

Toll Free 800-642-2654 Direct 952-947-5432 Fax 877-947-5479

Toll Free 800-661-4765 Direct 952-895-9514 Fax 800-661-4768

Walser Nissan - Wayzata Toll Free 800-328-9552 Direct 651-484-8888 Fax 877-593-2526

Toll Free 800-328-3551 Direct 952-475-1721 Fax 952-475-2024

Contact Sales Representative Toll Free 800-592-9514 Direct 651-484-0975 Fax 651-484-1970

Mark Bowman

Cell 715-828-7638 Marxmale@aol.com

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