Here’s to 241 years of combined service excellence
This year, as Albert Kemperle Inc. celebrates its 83rd anniversary, BASF also celebrates its 158th anniversary. We are proud of our decades of partnership with BASF and years of serving the auto paint and body industry together. Kemperle’s founders would be proud of this relationship and the growth their company has experienced because of it.
Today, as we look forward to many more decades of service to our customers, we find ourselves filled with gratitude. The creativity, hard work, and sense of responsibility of the people working for our two companies have made us what we are today.
Thank you for your many years of loyalty. 626 E. Elizabeth Ave., Linden, NJ 07036
(908) 925-6133
(908) 925-4344 414-416 Madison Ave., Paterson, NJ 07524
(973) 279-8300
(973) 279-9030 631 Clifton Ave., Toms River, NJ 08753
Melrich Road, Cranbury, NJ 08512
(732) 797-3942
(609) 860-2800
(732) 797-0774
(609) 860-2801 4 Emery Ave., Randolph, NJ 07869
(862) 244-4818
MESSAGE PRESIDENT’S
Keep it Moving in the New Year!
As we settle into the new year, it’s important that collision repair shops not only pause and reflect on the previous 12 months that got us where we are, but that we also set clear goals for the months ahead. In an industry like ours that moves so rapidly, standing still is not an option. And goal-setting for the year ahead of us is so much more than a motivational exercise. It’s a way to stay on track, stay competitive, and stay moving in an industry that will pass you by if you don’t move with it.
The increasingly complex technology we’re surrounded by alone makes goal-setting a critical practice. Whether the goal for the year is to try and invest in some new equipment, tighten up your scanning and ADAS calibration practices or master your knowledge of OEM repair standards, being proactive in your approach will ensure success. And as a side note, if you are looking for new vendor relationships, look no further than the pages of Hammer & Dolly. We’ve got a variety of industryleading companies that can help you make the most of your year starting TODAY.
Committing to ongoing education for yourself and your entire staff should be high on your list of New Year’s goals. Whether you’re attending local events like the upcoming Southeast Collision Conference in April (see pg. 12 for details), national events like the quarterly Collision Industry Conference, or taking advantage of ongoing training by industry partners and vendors in your shop or on your computer screen, focusing on your training this year will set you up for success in the long-term.
WMABA OFFICERS
PRESIDENT Kris Burton kris@rosslynautobody.com - 703-820-1800
VICE PRESIDENT Phil Rice price@bapspaint.com - 540-846-6617
TREASURER John Shoemaker john.a.shoemaker@basf.com - 248-763-4375
SECRETARY Barry Dorn bdorn@dornsbodyandpaint.com - 804-746-3928
IMMEDIATE PAST PRESIDENT Steven Krieps steve@gregclineauto.com 304-755-1146
Tom Brown (thbrown@ppg.com) 703-624-5819 Torchy Chandler (torchy.chandler@gmail.com) 410-309-2242 Tracy Dombrowski (tracy@collisionadvice.com) 571-458-0648
ADMINISTRATION
EXECUTIVE DIRECTOR
Jordan Hendler (jordanhendler@wmaba.com) 804-789-9649
WMABA CORPORATE OFFICE
P.O. Box 3157 • Mechanicsville, VA 23116
Finally, I highly recommend that you make 2026 the year you decide to get involved, or more involved, in WMABA. We give shops a collective voice, helping you stay informed of important issues that could affect the way you do business, along with member resources, networking opportunities and an inside track on local, regional and national issues and legislation you need to be aware of.
For a lot of us, New Year’s resolutions are empty wish lists. We all say we’ll lose those last 10 pounds, drink more water, wake up earlier…and by January 10, we’re back to our old habits. But in the shop, setting goals isn’t just a fun idea; it’s a necessity, and the first step in making sure you have control over the future of your business. H&D
HAMMER & DOLLY STAFF
PUBLISHER Thomas Greco thomas@grecopublishing.com
SALES DIRECTOR Alicia Figurelli alicia@grecopublishing.com
EDITORIAL DIRECTOR Alana Quartuccio alana@grecopublishing.com
SENIOR CONTRIBUTING Chasidy Rae Sisk EDITOR chasidy@grecopublishing.com
OFFICE MANAGER Donna Greco donna@grecopublishing.com
PRODUCTION Joe Greco COORDINATOR joe@grecopublishing.com
www.grecopublishing.com @grecopublishing
•
ADAS calibration is the precise adjustment of your vehicle’s sensors and cameras, essential for the optimal functioning of advanced safety systems. This process is especially critical following significant repairs, part replacements, collisions, or windshield replacements, as these events can disrupt sensor alignment.
It’s important to avoid driving without proper sensor calibration. Uncalibrated ADAS sensors can compromise your vehicle’s safety features, leading to potential malfunctions and driving hazards.
The calibration of ADAS can be performed in two main ways: static and dynamic. Static calibration takes place in a controlled environment, ensuring accuracy and consistency. Dynamic calibration, on the other hand, involves driving the vehicle under specific conditions to fine-tune the sensors in real-world scenarios. This comprehensive approach ensures that your vehicle’s safety systems are reliable and effective, providing peace of mind on the road.
MESSAGE EXECUTIVE DIRECTOR’S
AUDIT THE CARGO:
Lighten the Load, Sharpen the Course
Rather than making the same old resolutions that run out of gas by February, let’s make 2026 the year we stop dragging the past into the future. Instead of adding more to our plates, we’re going to audit the cargo.
The
Vessel and the Hull
Imagine your business and your life as a vessel headed for a new destination in 2026. Over time, any ship collecting miles also collects barnacles. These are the small, unnoticed things that latch onto our hull; outdated software, inefficient habits, “the way we’ve always done it”. Individually, they are tiny. Collectively, they create massive drag, slowing you down and burning twice the fuel to go half the distance.
In 2026, we aren’t just going to “try harder.” We are going to dry-dock the ship, scrape the hull clean, and refuse to let the friction of 2025 follow us into the new year.
Throwing Weight Overboard
Think about an explorer facing a
steep mountain pass or a pilot managing a heavy load. When the terrain gets tough, they don’t just keep pushing; they jettison the non-essentials. Have you ever seen the clarity of someone who finally decides to get rid of a piece of equipment that’s been “broken but fixable” for three years? Or a process that requires five signatures when one would do? There is a profound power in the “Overboard List.” If it doesn’t help us reach the 2026 summit, it doesn’t get a seat on the trek. We’re throwing it over our shoulder and moving toward the peak. Doesn’t throwing things overboard sound so freeing?!
Putting Down the Compass, Picking Up the Map
Too many of us live with a “fire extinguisher” in our hands—reacting to the heat of the moment but never actually moving forward. We spend all day “skimming the top” of an overflowing bucket of tasks, responding to the loudest noise rather than the most important goal. In 2026, we are putting the
extinguisher back on the wall. We are moving from reactive firefighting to proactive navigation
The 2026 Manifest
This year is a personal invitation to look at your “cargo” across all categories: your career, your family, your health, and your faith. Many in our industry suffer from the weight of “meaningless busy-work,” which leads to burnout and a heavy heart. Dump the cargo on the deck. Look at every tool, every meeting, and every habit. If it doesn’t add speed, joy, or value to your journey, leave it on the dock Reposition yourself to make room for what truly matters, and sail into 2026 with a lighter load and a clearer horizon.
Jordan Hendler (804) 789-9649
jordanhendler@wmaba.com
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NEWS LOCAL
Technicians Learn ‘The Future of ADAS’ from Hunter Engineering
Last month, Hunter Engineering held a seminar at Northern Virginia Community College (NOVA) focused on adding ADAS calibration and alignment services for collision centers, dealerships and repair shops.
Attendees watched a video demonstrating how their work affects drivers and pedestrians. Discussions emphasized the “ADAS is a Team Sport” mentality necessary for ADAS implementation in a shop to be successful, highlighting the need for the entire team to be familiar with ADAS systems and the calibration process. Resources were shared to help educate technicians, estimators, service writers and customers alike. During the seminar, participants completed target placements for several calibrations and addressed various ADAS calibration challenges, utilizing the latest calibration equipment, the Hunter Ultimate ADAS Machine.
While at the NOVA facility, the Hunter team had the opportunity to provide hands-on experience setting targets to
the next generation of technicians, who will begin their new semester focusing on electrical diagnosis and ADAS systems. The semester will culminate in a field trip to
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the Insurance Institute for Highway Safety (IIHS). H&D
Steve Dawson (Washington DC Regional Manager, Hunter Engineering) educated attendees on ADAS implementation tips and tricks.
S O U T H E A S T
SIGN UP NOW!
C O L L I S I O N
8:30am – 10:00am |
Future-proof Your Shop: Tomorrow’s Success Starts with Today
Mike Anderson, Collision Advice
11:30am – 1:00pm | LUNCH & LEARN
Efficiency Unleashed: Rethinking Roles in Collision Repair
8:30am – 9:30am | Option 1
100% Disassembly
Mike Anderson
8:30am – 9:30am | Option 2
ALSO MEETING
SHOW HOURS
Michael Bradshaw of K&M Collision, Barry Dorn of Dorn's Body & Paint, and Kris Burton of Rosslyn Auto Body
2:00pm – 3:00pm | Option 1
The Critical Steps Involved to Achieve an OEM-Centric Calibration
Greg Peeters, CEO, Car ADAS Solutions
THURSDAY, APRIL 23
2:00pm –
Tradeshow: 1pm - 8pm
3:00pm | Option 2
Building Value in Your Shop
Do You Have Leaky Profit? Find Out Where Profit Leaks from Your Collision Center and How to Fill the Holes! Taylor Moss, OEConnection
in conjunction with SCC:
11:00am – 12:30pm | LUNCH & LEARN
Collision Industry Conference (CIC):
Repairer to Repairer: RTA’s and PRI’s, The Process & the Shop’s Role Panelists: Adrian Mora, Collision Consumer Advocates, Billy Walkowiak, Collision Safety Consultants; Moderated by: Steve Krieps, WMABA Imm Past President / Collision Safety Consultants of WV
Matt DiFrancesco, CExP™, Principal/Certified Exit Planner, High Lift Financial
Education: 8:30am - 3pm
Reception: 6pm
4:30pm – 5:30pm | Option 1
Self Confidence: An advanced repair plan you can expand on Danny Gredinberg, the DEG, and Kyle Motzkus, General Manager of Hunter Autobody and Missouri Autobody Association
FRIDAY, APRIL 24
4:30pm – 5:30pm | Option 2
Tradeshow: 9am - 1pm
Education: 8:30am - 11am
Navigating the Challenges of Recruiting & Retaining Technicians Jay Goninen, Co-Founder & President, WrenchWay
and even more happening on the tradeshow stage!
2:00pm – 3:30pm | Option 1
Nurturing the Goose That Laid the Golden Egg
This national conference is a forum made up of all industry segments for the expressed purpose of discussing and exploring the issues that occur among them. There will be sessions from informative and provoking leaders, including an opportunity to join in the dialogue during open microphone!
Bruce Schronce, StrongLead’s Executive Partner and Leadership & Business Consultant
2:00pm – 3:30pm | Option 2
QUESTIONS OR INFORMATION: QUESTIONS OR INFORMATION: Conference Admin | Chris Cage Conference Admin | Chris Cage chris@ chris@ SoutheastCollisionConference.com
Increased Profitability through Proper Documentation: How communication, documentation and collision shop positioning must change in 2024 and beyond
Keith Manich, AMAM - Director of Collision Services, Automotive Training Institute
Society of Collision Repair Specialists (SCRS) Open Board Meeting & Elections: Come to the open Board of Directors meeting, and hear from our national association of collision repairers with a mission to educate, inform and represent the collision repair professional in all aspects of the industry.
*CCA and WMABA are affiliate associations of SCRS!
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Direct: 804-527-6860
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BMW of Catonsville 6700 Baltimore National Pike Baltimore, MD 21228
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410-744-2000
Fax: 410-818-2600
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NEWS NATIONAL
Time to Step Away: John Shoemaker Retires
From body shop helper to Air Force technician, from shop manager to business coach, trainer and mentor, John Shoemaker has had his hands in just about every aspect of the collision repair industry over the last half-century, but the time has come – as it eventually does for everyone – to step away from the field he loves. In the weeks leading up to his retirement earlier this month, he sat down with Hammer & Dolly to reflect on his career and what the future holds.
Hammer & Dolly: You began your career in the collision repair industry over 50 years ago. What sparked your passion for this industry, and how did that guide your career?
John Shoemaker: My friend’s father owned a body shop, and I would go to the shop with him after school. I liked watching the dents being repaired and seeing how the cars looked after being painted. I seemed to like it more than my friend and ended up going there a lot by myself. I would help clean up, and I learned how to fix small dents and how to prime and paint on old parts.
H&D: You started in the industry young, as a body shop helper; how did your career progress from there?
JS: I worked as a body shop helper at the age of 14. It actually took around 24 years to go from being a body shop helper to a shop manager as I joined the Air Force and really didn’t get back into the collision industry until I retired from the Air Force.
H&D: Why did you decide to enlist with the Air Force?
JS: I lived in a very small town in Oregon where there wasn’t much opportunity. My ambition was to be a firefighter, and it appeared joining the Air Force was my best option to reach that dream. Although I accomplished my goal, I was injured in an accident –not related to firefighting – and due to the recuperation timeline, I was reassigned to vehicle maintenance because of my advanced mechanical skills.
H&D: What was your career path during your military service?
JS: I spent most of my military career in vehicle maintenance as a technician, performance analyst and vehicle maintenance manager.
This unknowingly groomed me for my adventures after retiring from the Air Force.
H&D: What did you do when you returned to the civilian sector, and how did your military background serve you throughout your subsequent career?
JS: Through my retraining in the military, I was given the opportunity to enter a vehicle maintenance manager program that provided training in personnel and operations management. As part of the program, I had to work in each department to understand what was required to oversee those different departments. This made me well versed in all aspects of vehicle repair and the skills that technicians needed as well as how to manage the operations. When I returned to the civilian sector, I went to work in a dealership service department. I worked with the operations director to organize schedules and various other tasks. One day, I was asked what I knew about the body shop, so I explained my military
training and how I had to work in the different departments and that the body shop was one of my favorites. The next thing I knew, I was managing the dealership body shop.
H&D: How did your career progress from managing shops to consulting, training and coaching?
JS: One of the key pieces of my Air Force training was to learn how to manage what matters. I learned very quickly about the different key performance indicators in the collision industry, and I learned to manage them very well. So much so that I received several accolades from the paint manufacturer we used for excelling in performance in sales per square foot, paint hours per repair order, paint cost per paint hour and overall sales, most of which I coach shops on today. I also became very proficient in utilizing their management system, so I was often asked to give advice to shops that were struggling.
One day while I was at lunch with the paint jobber and a couple of people from the paint company, they asked if I would be interested in consulting. That discussion went on for a couple of months, and in August 2009, I opened JSE Consulting and began working full-time with shops, most of which were customers of the jobber and paint manufacturer. In 2015, BASF reached out to me about working with them exclusively, and after some negotiations, I closed my business and became their employee as a business development manager.
H&D: Tell me a bit about your involvement with WMABA, the Collision Industry Conference (CIC) and other industry associations. How and why did you get involved?
JS: I was encouraged by a co-worker to get involved with the Hampton Roads Autobody Association which was an auto body association in Southeast Virginia at the time. I ended up being president of the organization for about six years. During that time, I met Barry Dorn and Jordan Hendler
from WMABA and would reach out to them for help with getting things going with HRAA. One year at NACE [National Autobody Congress and Exposition], I met with Jeff Hendler who told me about CIC. HRAA dissolved because of membership issues, so I focused on WMABA and became a Board member.
H&D: What roles have you served?
JS: I was the president of the Hampton Roads Autobody Association. After that organization dissolved, I focused my attention on WMABA and became a Board member and the treasurer for the association.
H&D: Anything memorable from your time with WMABA that you’d like to share or reflect on?
ADVANCED MEASURING that Supercharges Your Blueprinting Process
Make
This
Your Shop’s 2026 Resolution Stick
RESOLUTION CHECKLIST
Invest Time into Training
Keep Equipment Serviced
Consistently Follow OEM Procedures
Reduce Rework
Improve Shop Safety
Buy RAE Equipment
FEATURE
88 Miles an Hour Back to 1966: A WMABA Time-Travel Tune-Up
“Roads? Where we’re going, we don’t need roads.” The flux capacitor has been installed in Hammer & Dolly’s DeLorean, and we invite you on a journey “Back to the Beginning.”
While we may not need roads, it’s sometimes helpful to remember the roads that got us here. WMABA celebrated its 50th anniversary in 2018 and is quickly approaching its 60th anniversary, but before WMABA, there was…WMABA! Though the association established to serve the interests of collision repairers in the Maryland, Virginia and Washington DC areas – and expanded to include West Virginia in 2017 – was officially founded in 1968, organizers first kicked things off in 1966!
Although WMABA’s founders are no longer around, the legacy they established carries on, not only through the association itself, but also throughout these very pages! Hammer & Dolly recently obtained a copy of “The Hammer & Dolly” (Volume 1, No. 2), a newspaper written and distributed by WMABA’s leaders, dated February 1967. While the association would ultimately go on to hire a professional publisher to produce their official magazine a few years later, it all began in a world not typically known for its literary prowess – with a group of collision repairers who were passionate about “driv[ing] home the realization that the body shop owner is an important, essential and respected member of the local business community.”
some names looked familiar,
the original iteration of what would eventually become one of the industry’s best-known trade publications, their mission lives on in the content we print each month…and even in the topics that continue to be revisited! Although evolving technology has forced collision repair procedures to advance by leaps and bounds, this blast from the past clearly shows that the industry of today is not so very different from that of its predecessors.
These bodymen set out to establish a platform that would allow WMABA to “make our members aware of the real problems that threaten and suppress our industry, to seek solutions to our problems through collective educational effort, to encourage fair business practices and principals, [and] to encourage that all repairs be made in the best interest of the motoring public with particular emphasis on those repairs that concern safety.”
Despite the decades that have passed since Steve Horvath, Lee Farrish, Sam Laddon, Patrick Hannagan, Charles Whittaker and Arthur Rein stepped outside of their wheelhouse to produce
Evidence of this can be found on the very first page which broadcasts the topic of WMABA’s next meeting: “a panel discussion on problems of our industry that arise in our dealings with the insurance companies and independent appraisers.” Sounds pretty familiar, doesn’t it? But it continues to hit home as these 1960s-era repairers sought clarification on the accuracy and fairness of labor time guide manuals, the differences between adjusters’ estimates and those provided by shops, the importance of quality repairs and even concerns about “the prevailing labor rates!”
And “Great Scott!” Labor rates certainly looked a lot different back then as evidenced by the laments about this “touchy subject,” as it was then deemed. “If the hourly rate is not increased to keep pace with the increased costs, they are going to be out of business,” the column’s writer predicted, seeking to discourage shops from accepting “the old hourly rate of $5 to $6.” Further, he applauded the MIC Corporation for recognizing the increase in operating costs and raising their rate to $7.50.
Well, “things have certainly changed around here!” After all, according to WMABA’s 2021 Labor Rate Survey results,
Even
though the Charles Sulkala quoted in 1967 isn’t the Chuck Sulkala who industry professionals likely know...it’s his father!
High Performance and Functionality with RAE’s New VAS 843007 Riveting System
The new VAS 843007 pneumatichydraulic riveting system is an optimal choice for repairers in need of a modular, high-performance system for riveting tasks. Designed for versatility and precision, its modular technology supports the use of various adapters, dies and tools, enabling a wide range of rivet types to be processed with just one tool for performance in various applications.
With the inclusion of the Premium Booster, rivets can be processed with impressive speed and setting force to improve efficiency and cycle time in the shop. One of the standout features of the premium booster is its patented function for controllable, force-free rapid advance; this “Smart Control” technology ensures precise and safe positioning of tools and maximum control, even during the most
sensitive of repair operations. The entire pressing or pulling process can be controlled with millimeter accuracy.
The system can be combined with different hydraulic cylinders and C-arms for enhanced functionality, and delivers precise control with up to 800 bar hydraulic pressure, ensuring accuracy regardless of the task at hand.
With OEM approvals from Audi, Porsche and Volkswagen, the VAS 843007 system is an excellent choice for repairers looking to perform accurate, precise rivets as recommended by the manufacturer.
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The VAS 843007 riveting system is a modular, high-performance system able to handle a variety of riveting tasks.
For over 30 years, Greco Publishing has partnered with the best of the industry to provide trade associations a voice, and to give advertisers a direct outlet to reach buyers.
Today’s shop is inundated with solicitations; advertising with Greco Publishing breaks through the noise to align your company as an association ally, and get you in front of your next customer.
COVER STORY
The message should be pretty clear: To ensure the safety of consumers, vehicles must be repaired safely, properly and according to OEM specifications. It may feel like this mantra is on constant repeat, but unfortunately, there’s a reason this message has to be spun like a broken record: Too many collision repair professionals are apparently still not hearing the message.
With news outlets reporting a rise in ADAS-related lawsuits – and of course we can’t forget the media that surrounded the John Eagle case not all that long ago – these are serious reminders that we must continue to drive home the fact that OEM repair procedures must be followed. There is no alternative.
It all begins and ends with documentation.
“People aren’t pulling OEM procedures and following them,” Kris Burton (Rosslyn Auto Body; Alexandria, VA) puts it bluntly. “It’s crazy to me to think that repairers have the instructions they need, but they don’t use them.”
Insurance company pressure may be a likely cause, according to Burton. “I think insurance companies tend to label shops who use OEM repair procedures as ‘problem shops’ or consider them to be ‘difficult to deal with’ or as ‘the expensive one.’” He believes insurance companies will see the shops following procedures as “the ones on the outskirts, but really the shops who are not fixing cars according to OEM repair procedures should be the ones considered on the outskirts.”
And the information is accessible, but as Burton points out, it can be a lengthy process at times.
“I was writing an estimate on a BMW i4 in need of structural repair, and it took all day to research all the documents. Sometimes the databases don’t have everything included, so you have to manually enter in a lot of items. That really is a process in itself. Disassembling the vehicle, re-scanning it, re-measuring it, pre-aligning, pre-washing it, and then reviewing all the labor procedures, cataloging the parts, bubble wrap parts and organizing everything can take a couple of days.
“I don’t think people realize how much is involved in that and the time that it takes,” Burton observes. Just because the shop down the street has five star reviews doesn’t mean they are fixing cars correctly. “Fixing cars on the cheap can get five star reviews too.”
Really, the only way for consumers to know if shops are fixing cars right is by the
BY ALANA QUARTUCCIO
documentation they can provide to back it up.
“Having the documentation that will outline and support the OEM procedures is what will differentiate you as the professional shop that knows what needs to happen to fix that car correctly,” shares Jason Scharton (3M). Consumers are smart enough to know that your shop is the right place to go when they see documentation in support of what is needed to return their car to pre-accident condition.
Accessibility to repair procedures should not be an issue at all.
“Every repair procedure is available,” stresses Mark Allen (Audi of America). “You may have to pay for them, but you can get them any day, week or month of the year. The easiest way to access them is through OEM1Stop. Every OEM that participates in the collision roundtable provides links. All you have to do is click and follow it through.”
OEM1Stop is definitely the place to go to refer back to all OEM procedures, according to Danny Gredinberg (Database Enhancement Gateway).
“When using repair information from third-party information providers, it’s absolutely critical to always confirm the origin of the repair information making sure it’s the latest document available from the OEM source as third-party information may be outdated, incorrect or not applicable to the specific VIN in question,” Gredinberg recommends. Repairers can’t rely on estimating systems alone, he says, and recommends leveraging articles and position statements available from the OEMs through OEM1Stop, I-CAR RTS and information providers who supply such documents. He also recommends verifying procedures through Alldata, RepairLogic, Sun Collision, etc.
For some, it can be a case of “bad habits being passed down,” Burton suggests, regarding why properly following procedures just doesn’t click for some. Perhaps, some have an old school mentality of thinking “this is the way we’ve done it for 20 years, or they just have not been taught properly” and don’t know that they need to adapt.
ADAS has surely been growing over the continued on pg. 26
continued from pg. 25
past decade, but it’s most certainly not new.
“Audi vehicles have had automatic braking from 2016 on,” reports Allen, alluding to the fact that collision repairers should have some familiarity with these systems, but ultimately “if you are not looking up the procedures, you are going to get bad results.”
Adhesives have been involved in repairs for at least 30 years but have been taking more of a front seat since the turn of the century, Scharton explains. “Twenty five years ago, we were looking at maybe an average of about 30 linear feet of adhesives in an average body. Now, we’re looking at about 400 linear feet per average vehicle. So, it’s over 10 times as much.”
Using adhesive repair as an example, Allen explains the necessity for following what Audi outlines in its repair procedures. “In our repair procedures, we call out what adhesive you should use for putting the proper joint back. When the car is built in a production facility at the manufacturer’s factory, there are different requirements than a repair facility will have repairing the vehicle following a crash, so you may not be able to get the same joint as did the factory. But by following the repair procedure, you will get the same quality of joint, just with a different methodology.”
Repair problems arise when shops “don’t read or follow both the OEM repair procedures and the adhesive manufacturer’s directions for use,” according to Scharton. Actually taking the time
GENUINE NISSAN PARTS MAKE ALL THE DIFFERENCE.
to read and follow would largely eliminate the issues with certain repairs. “If they don’t follow what the procedures say, we wind up with problems relating to what adhesive they use, if they need to use adhesive at all, because there are many times when it’s not needed. There’s also figuring out where the adhesive goes, surface preparation and determining whether enough adhesive is used. Those are the main issues that would come from not following the instructions.”
Because insurers are known to push back when it comes to necessary procedures, having documentation to back up every step is key in getting the consumer on board with what their vehicle manufacturer recommends.
“It’s not right,” Burton laments regarding third-party pushback. His repair facility has been balance-billing customers now more than ever. “The insurance company should pay to restore the vehicle to its pre-loss condition based on the OEM procedures. They see these things as recommended and not required or ‘nobody else does that.’ The insurance adjusters shouldn’t be in the position to negotiate claims because they don’t know what it takes to repair a car. They aren’t trained. Many are totalling cars due to lack of knowledge, and I believe it’s due to lack of training. They don’t attend OEM training, so they don’t know what needs to be done. It’s a cost issue.”
The good news is that consumers will get on board when they are shown what is needed to get their car repaired properly. “Once you email the consumer the documentation showing what their vehicle manufacturer requires and that their insurance is disregarding it, they will understand,” he says.
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“If you have the documentation, whether it’s printed out or saved digitally, that proper documentation is going to lay out all the materials and tools that you are going to need in a step-by-step process,” shares Scharton. “All that should be used in developing the repair plan which feeds the estimate and ultimately the final bill. That is how you are going to get reimbursed. You’ve got all that documentation. There’s no question as to where it comes from. It is proof of what has to be done. That is going to give you credibility to negotiate with the third-party payer as well as educate the customer.”
What it all comes down to is the fact that the days of thinking of cars can just be taken apart and put back together as seen in the movies back in the day are long over. “I remember a scene in the movie Better Off Dead where the main character rebuilds a 1967 Camaro with the owner’s manual,” Allen recalls. “They were using the repair procedures back then, but the point is that it just is not that simplistic anymore. You need to know how to hone your craft.” H&D
WHAT IS ADAS CALIBRATION?
ADAS calibration is the precise adjustment of your vehicle’s sensors and cameras, essential for the optimal functioning of advanced safety systems. This process is especially critical following significant repairs, part replacements, collisions, or windshield replacements, as these events can disrupt sensor alignment.
It’s important to avoid driving without proper sensor calibration. Uncalibrated ADAS sensors can compromise your vehicle’s safety features, leading to potential malfunctions and driving hazards.
• Ensures all required calibrations are performed, even with no warning lights present
• Provides fast, accurate & simple calibration identification
• Includes links to OEM Requirements; and
ADAS calibration is the precise adjustment of your vehicle’s sensors and cameras, essential for the optimal functioning of advanced safety systems. This process is especially critical following significant repairs, part replacements, collisions, or windshield replacements, as these events can disrupt sensor alignment. It’s important to avoid driving without proper sensor calibration. Uncalibrated ADAS sensors can compromise your vehicle’s safety features, leading to potential malfunctions and driving hazards.
The calibration of ADAS can be performed in two main ways: static and dynamic. Static calibration takes place in a controlled environment, ensuring accuracy and consistency. Dynamic calibration, on the other hand, involves driving the vehicle under specific conditions to fine-tune the sensors in real-world scenarios. This comprehensive approach ensures that your vehicle’s safety systems are reliable and effective, providing peace of mind on the road.
• Your report goes to our team for a fast pre-billing estimate!
The calibration of ADAS can be performed in two main ways: static and dynamic. Static calibration takes place in a controlled environment, ensuring accuracy and consistency. Dynamic calibration, on the other hand, involves driving the vehicle under specific conditions to fine-tune the sensors in real-world scenarios. This comprehensive approach ensures that your vehicle’s safety systems are reliable and effective, providing peace of mind on the road.
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JS: In 2022, I was selected as WMABA’s Board Member of the Year in recognition of the many parts of the organization I worked on. Within WMABA, there are many sub-committees, and it seems I have been involved in most of them at some point or another.
H&D: What do you see as your greatest professional accomplishment?
JS: Guiding young people in the collision industry. I have been an advisor to the collision program at New Horizons Regional Education Center since 1999. I have also been on the advisory councils of Tidewater Community College, Chesapeake City Schools, Forsythe Technical Center, Guilford Technical College and Northern Virginia Community College, where I’ve focused on curriculum needed by the industry and mentoring students through the programs and coaching them through job fairs.
I have also worked with SkillsUSA in Virginia, North Carolina and South Carolina. As I look around the industry, I see people I worked with in vo-tech schools who have become very successful in the collision industry. To me, that is the greatest professional accomplishment.
H&D: Why did you decide to retire now?
JS: I felt the time was right. I tried retiring a couple of times in the past, but other people convinced me the time wasn’t right – and yes, they are still trying, but I think it is time now. The problem is, I love what I do, but as you pointed out, I’ve been at this for a long time, and it is time to not get up every morning and go to work.
H&D: What are your plans for retirement?
JS: I have several people who have asked if I will still do some independent consulting and coaching, which I believe I will do. I still love helping people be successful, and I don’t think that is a switch I will be able to turn off immediately.
H&D: What will you miss the most?
JS: I will really miss walking into shops, working with the people and knowing that I left things better for that business. The slogan for my consulting business – which I still post at the bottom of my emails – was ‘working with collision centers today, to change the habits of yesterday, to develop sustainability for tomorrow.’ That has always been my goal, and I believe I deliver on that every day. Walking away from that is going to be a difficult step.
H&D: What will you miss the least?
JS: I won’t miss traveling so often or spending multiple nights away from home, but the business is great, so I’ll miss that part even as I
enjoy spending more time with my loved ones.
H&D: What have you learned over the past 50-plus years that you wished you’d known sooner?
JS: There are a lot of places to get information to help you succeed. Once I became involved in organizations like CIC, SCRS, WMABA and others, my ability to be successful grew.
H&D: Do you have any advice and/or parting words for your industry colleagues?
JS: It comes from a Simon Sinek book, Find Your Why. It is very important to know your ‘why.’ Knowing your ‘why’ will drive you to incredible success as it helps you find greater fulfillment, develop more confidence and allow you to make a positive impact on those you meet.
Given his many successes and all the lives he’s positively affected over the past 50 years, it’s obvious that Shoemaker found his “why” – and we’re all grateful he did! Congratulations on your retirement! H&D
WMABA FEATURE
respondents were charging an average of $48.26 hourly for body labor with a range of $42-60. But is that change? Based on the US Bureau of Labor Statistics’ inflation calculator, $7.50 in 1967 translates to $60.88 in 2021, a number on par with the upper end of our 2021 range. In today’s dollars, that $7.50 equates to around $74. At the same time, the investments in tools, equipment, staff and training has significantly impacted the cost of doing business, so by the time those expenses are paid, it’s easy to see a “heavy” difference in a shop owner’s take-home profits.
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space needs, poor scheduling, inconsistent pricing? Complaints from customers can often lead to better shop management practices if each problem is solved immediately after it crops up.”
And the publisher of “The Hammer & Dolly” sought to address business concerns in “The Problem Column,” a space provided for shops to write in with the issues they faced and obtain guidance, similar to today’s “Ask Mike” column (see page 32) which highlights some of the largest topics impacting shops around the country and strives to help them improve their businesses.
“If you put your mind to it, you can accomplish anything!” When a handful of repairers ventured outside their four walls with pen and paper to write, edit and publish an eight-page newsletter which was distributed in the three states WMABA served at the time, it’s highly unlikely that they imagined what they were really doing: establishing the groundwork for an enduring legacy that has lasted for nearly 60 years and now reaches thousands of repairers all across the nation.
Yet, their message rings true even today as they insisted that readers were not the only one. “The shop owner is not alone in facing the competitive conditions in the industry; there are others in the community and throughout the nation who have the same problems,” Publisher Lee Farrish wrote in celebration of WMABA’s one-year anniversary, as he also challenged repairers to evaluate their cost of doing business, to base charges on their costs and to stand together for what is right. “When a member of the association speaks out, it is not as a single voice calling out in the dark, but as a representative of WMABA, which represents a substantial part of a great industry.”
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Still, then as now, repairers recognized that nothing would change for the better without the basis for their business – the customers hiring shops to repair their vehicles. A full-page feature was dedicated to tips for handling unhappy customers, offering sage advice which certainly still applies today. “A wise auto body shop owner studies his complaints carefully. He looks for patterns…for weak spots in his organization which occur regularly. Can much of the blame be put in one area – a single man, equipment shortages,
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And what makes collision repair such a great industry? YOU! As you flip through the pages of this month’s edition, remember that you are part of the lasting legacy that WMABA’s forefathers began, and now it’s your turn to take up the mantle and continue the fight to better the industry for yourself and the future generation. After all, “Your future hasn’t been written yet. No one’s has. Your future is whatever you make it, so make it a good one!” H&D
The old newsletter featured cartoons like this one above.
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This month, we “Ask Mike” to share his thoughts on the importance of collision repairers responding to surveys and providing information and perspectives on their industry. We at Hammer & Dolly hope you find the following exchange useful, and we encourage you to reach out to us if you have a question for Mike on this or any industry-related matter that he can answer in a future issue.
Hammer & Dolly: As you know, there are no greater experts on the collision repair industry than the shops themselves –and surveys are a great way to gauge where the profession is in terms of processes, profitability and accepted practices. For example, John Yoswick of CRASH Network conducts the annual “Insurer Report Card” survey, which asks collision professionals to grade the performance of the automobile insurers in their state. That survey has been very successful, generating information used by The Wall Street Journal, USA Today and other prominent mainstream media sources. What are your thoughts on that endeavor?
Mike Anderson: The ‘Insurer Report Card’ survey is 100 percent John Yoswick’s baby. I encourage all my clients and everyone I come across as a speaker to participate in it, because it’s a great tool to utilize to educate consumers as to whether they have a good carrier.
As you said, there have been some very credible news publications that have picked up John’s report and used it to add to their insurance-specific coverage. It’s great for customers to read it and know, ‘Hey, ABC Insurance doesn’t pay for this; I’ll need to pay $2,000 out of pocket,’ or that their carrier may have a low consumer satisfaction rating. It also helps shops educate
the consumer and say, ‘Hey, I’m not trying to take advantage of you and overcharge you. You can see here from this third-party source that your carrier doesn’t do right by the policyholder.’ I really appreciate what John has done and continues to do with the survey.
H&D: Additionally, you have worked with John in conducting the “Who Pays for What?” industry surveys for many years now. What led the two of you to develop it, and what remain some of its primary goals?
MA: Back when I owned my shops, there was a guy named Charlie Baker who had a publication called Collision Repair Industry Insight. Quarterly, Charlie would fax over a list of notincluded items and ask shops how often they got insurance companies to reimburse them for those operations. Charlie would later publish the results, which I always found very helpful at my shops. Charlie’s survey made me more aware of what other people were billing and getting reimbursed for. Eventually, Collision Repair Industry Insight ceased publishing, but I never forgot those surveys.
I never wanted to take anything from anyone else, but Collision Repair Industry Insight hadn’t been in operation for a while when I started Collision Advice. Over 10 years ago, I decided to take what Charlie did and build on it. I contacted John and asked him to help me compile the data. We began surveying not-included items, which led us to add other questions, such as the types of software shops used and how backlogged they were, to get a better pulse on the industry. It has evolved consistently since then, and we’re always looking for ways to make it more valuable for shops. There’s no charge to take our survey and download the results.
We take the respondents’ confidentiality very seriously, which is why I’ve always funded the survey myself without sponsorships. Each survey takes about 15 to 20 minutes to complete.
We do the surveys every January, April, July and October,
and each survey is driven by a specific topic. For example, one will be on body operations, and another will focus on mechanical operations. Shops telling us they use the results as part of the training they provide their teams is one of the best pieces of feedback we’ve received. The survey has also helped some shops in their negotiations with insurers that say they don’t pay for certain operations.
The ‘Who Pays for What?’ survey process has helped many shops realize they’re not alone, nor are they the only ones seeking reimbursement for certain procedures. Additionally, we separate the survey results by DRP shops or non-DRP shops. We also share the results by US region.
In the results, we show how many people said they were being reimbursed by insurance companies for certain operations all of the time, most of the time, some of the time or never at all… and whether shops are even asking for these things. One of the biggest reasons we see for why people are not getting reimbursed is that they never asked to be paid for that operation or weren’t aware that it was a not-included item.
H&D: How has the number of survey respondents changed over the years?
Mike Anderson is an Accredited Automotive Manager (AAM) and the former owner of Wagonwork Collision Centers, two highly acclaimed shops located in Alexandria, VA. He has served as a member of many industry organizations throughout his career, including the WMABA Board of Directors, the Mitchell Advisory Board, the MOTOR Advisory Board, the ASE Test Review Committee, the National Auto Body Council, the Collision Industry Conference and the Society of Collision Repair Specialists. Additionally, he is a past Virginia SkillsUSA chairman, serves as a facilitator for Axalta Coating Systems’ highly recognized Business Council 20 Groups in both the US and Canada and facilitates numerous courses for Axalta Coating Systems’ Educational Series. He currently offers expert industry consulting via his latest venture, Collision Advice (collisionadvice.com) H&D
MA: Prior to COVID, around 1,600 shops took the survey. Since the pandemic, we’ve seen that number drop to 600 to 800. We really wish we could get more participation to help the industry become more educated.
We’ve always said that if we get more than 100 responses from a given state, we will publish all the specific results just for that state. That’s only happened once so far, with Texas. Again, there’s no charge to participate in the survey, and we encourage more shops to take it.
I recognize that a lot of shops say, ‘The insurance company doesn’t pay the bill; the customer does.’ I would ask people not to get caught up in the nuances of that verbiage. Yes, the customer is the person paying the bill, but this survey is about seeing how often shops can get an insurance company to put a particular operation on an estimate without having to charge that customer out of pocket. That information is essential.
For more information on the “Insurer Report Card” survey, please visit crashnetwork.com. More information on the “Who Pays for What?” survey is available at crashnetwork.com/collisionadvice
