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BY ALANA QUARTUCCIO

MESSAGE PRESIDENT’S

There Are No Shortcuts

The other day, a friend of mine sent me an industry article from 2007. His email said, “Read this article, and let me know your thoughts.” While I was reading the article, I thought about how much had changed, but also how much had not changed. We are still talking about the same issues: insurance steering, paint materials, vehicle technology, rising costs, increases in total losses, labor rate reimbursement, etc. It all comes back to what you allow to happen to your business.

I was on a call earlier today where we were shown scientific data of vehicles that were incorrectly repaired and subsequently not calibrated as intended. These vehicles were then tested over and over in a controlled environment where they failed each time. There is no shortcut; it is straightforward to do it right…or else. Our customers rely on us to be professional repairers to make the correct decisions about what is best for their safety.

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

BOARD OF DIRECTORS

Rodney Bolton (boltonconsulting61@gmail.com) 443-386-0086 Tom Brown (thbrown@ppg.com) 703-624-5819

ADMINISTRATION

EXECUTIVE DIRECTOR

Jordan Hendler (jordanhendler@wmaba.com) 804-789-9649

WMABA CORPORATE OFFICE

P.O. Box 3157 • Mechanicsville, VA 23116

Kris Burton

(703)-820-1800

kris@rosslynautobody.com

We are fortunate to have all the OE documents, training and equipment available. It’s up to us to ensure that we are following those procedures.

The realities of our industry are that repairable vehicles are down, total losses are increasing. Shops are slow not just in our area but across the nation. A few years ago, we all had more vehicles than we could manage, booked out for months. We were in the driver’s seat, deciding what vehicles to bring in and what those repairs would cost. Carriers are aware of this and have doubled down on steering, labor rate suppression and denial of required procedures. The intent is to find a crack and exploit it in the market to regain control. Not all adjusters and companies are bad; we should be working with those that want to do the right thing and allow us to be profitable. We have chosen to refer our clients to insurers and agents that we are able to work with. If you don’t like your market, change it.

We’ve chosen to be OEM certified, and that directly puts us at odds with carriers who choose not to follow procedures. It’s not a question of DRP or not – it’s about doing what is right, and I’d rather align with the people who made the car, not the ones who insure it. These are the times where the power of associations and support of those companies who support us is more important than ever before.

We just came off a successful Southeast Collision Conference and are already planning our next events. I look forward to connecting. Please feel free to reach out for anything. 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

Torchy Chandler (torchy.chandler@gmail.com) 410-309-2242 Tracy Dombrowski (tracy@collisionadvice.com) 571-458-0648

OFFICE MANAGER Donna Greco donna@grecopublishing.com

PRODUCTION Joe Greco COORDINATOR joe@grecopublishing.com

www.grecopublishing.com @grecopublishing

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DIRECTOR’S

CIC in Philly: It Will Be A Total Loss, if You’re Not There!

One of the (in my opinion, many) amazing things about the quarterly Collision Industry Conference is its location. Or should I say, its many locations! CIC shifts around the country in order to provide as many industry stakeholders as possible with an opportunity to attend and be a part of the challenges and solutions being discussed by

our industry. Most recently, our Spring CIC was held in the heart of WMABA territory at the Richmond Convention Center, and if you missed it, I’m here to let you know of another opportunity for WMABA members and area professionals to experience national discussions within local reach. The July 2025 CIC is coming to Philadelphia!

Join us on Wednesday, July 23 at the Sonesta Philadelphia Rittenhouse Square, where we will continue to build on what was discussed back in April, but also provide a ton of new insights and information. The upcoming CIC will feature a “Total Loss” theme woven throughout nearly all planned presentations, looking at the effects, issues and commonalities through perspectives of repair facilities, vendors, insurers and more.

Planned discussions include related processes, procedures, inter-segment relations, decision-making aspects and notifications; even customer data and state law discussions.

As always, important events - like the SCRS Open Board Meeting happening on Tuesday, July 22 - surround CIC to make it a full, balanced experience for all. As our attendees have come to expect, every segment of the industry will be represented, and everyone will gain cutting-edge information and collaborate with in-depth discussions. And best of all, all of these opportunities are happening within driving distance.

So make it a priority! Visit ciclink.com for more information, then round up your staff and make the most out of CIC coming back to your backyard. I promise, it won’t be a “total loss” - the only way that happens is if you don’t go!

Jordan Hendler (804) 789-9649 jordanhendler@wmaba.com

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.

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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WMABA Tees Off in Support of Tomorrow’s

Every year, the WMABA community takes to the green for a fun day of camaraderie, networking and sport. Behind it all, there is another message that goes far beyond the hours spent on the golf course. Every swing taken is in support of the next generation of collision repairers as the annual event is the association’s biggest fundraiser for its Jerry Dalton Memorial Education Fund, which supports schools within the WMABA community.

The 2025 golf outing returns to Oak Creek Golf Club (Upper Marlboro, MD) on Thursday, September 11 and once again will serve as the main fundraiser for all of WMABA’s efforts to give back to the community.

The association is always looking to help lend its support to area schools whether it’s directly through the fund or via personal connections with WMABA Board members, says Chris Cage who serves on the WMABA administrative team. For example, a Board member was able to get two pallets of Rivian parts to Chesterfield Career and Technical Center for students to work with.

Cage keeps a close dialogue with the schools to see what

BY ALANA QUARTUCCIO

Technicians

they may need and help connect them to the right people and resources.

This year, during the Southeast Collision Conference, WMABA bestowed tool grants to four students of two of their “adopted schools,” Center for Applied Technologies North (Severn, MD) and Northern Virginia Community College (Alexandria, VA), to help those future industry professionals get their start.

“Any way we can give a student a leg up before they start their career is a good thing, so they can step into their new role with tools to go along with their skills,” reports Cage. “Not only does it help the students, it helps the employers they work for. A lot of these young people start their careers with tens of thousands of dollars in school and tool debt, so it’s amazing to be able to give them this assistance.”

A great turnout is expected for this year’s golf outing with the same exceptional fun and exciting raffle prizes that keep bringing people back year after year. Visit wmaba.com/events/golf-outing to register. H&D (Fun)draising

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Maryland, Virginia and West Virginia Collision Repair Students Soar at State Level NEWS LOCAL

Today’s students can use all the help and support they can get as they work their way to becoming tomorrow’s technicians. That’s why local SkillsUSA competitions are so very important as they allow students the opportunity to showcase their skills at the state level, giving them a chance to go for the gold.

This year, students from Maryland, Virginia and West Virginia excelled in their areas of expertise, some of them making it all the way to the national SkillsUSA competition in Atlanta, GA in June.

Congratulations to all the winners!

MARYLAND

AUTOMOTIVE REFINISHING WINNERS

First Place: Jennifer Tippett (Dr. James A. Forrest Career & Tech Center; Leonardtown, MD)

Second Place: Rylei Reid (Center of Applied Tech North; Severn, MD)

Third Place: Isabella Hartwig (Carroll County Career & Tech Center; Westminster, MD)

COLLISION DAMAGE APPRAISAL WINNERS

First Place: Lucas Knaub (Center of Applied Tech North; Severn, MD)

COLLISION REPAIR TECHNOLOGY WINNERS

First Place: Tolulope Adegoke (Thomas Edison High School of Technology; Silver Spring, MD)

Second Place: Brian Feltham (Frederick County Career & Tech Center; Frederick, MD)

Third Place: Joselyn Benitez (Thomas Edison High School of Technology; Silver Spring, MD)

Second Place: Carlos Alvarado (Thomas Edison High School of Technology; Silver Spring, MD)

Third Place: Ashley Vasquez (Thomas Edison High School of Technology; Silver Spring, MD)

This year’s competition took place at Mudgett’s Auto Body (Finksburg, MD). Justin Mudgett (Mudgett’s Auto Body) served as chair of collision repair, Matt Pratt (Top Coat Garage) was the automotive refinishing chair, and Tim Hession (GEICO) was the chair of damage appraisal competition.

“All the students did an amazing job,” says Mudgett. “You can tell the teachers and schools really worked with the students to prepare. I would like to thank all of our staff, judges, sponsors, vendors, teachers and parents who made this event possible for the students. We are all looking forward to the competition next year.”

Special thanks go to the sponsors for this year’s competition: Auto Collision Specialist, Jeff Barnes Collision, RBS Auto/Trailer Sales, Staley’s Body Shop, Auto Paint Plus, Sherwin Williams/ DeBeers/Valspar, B&L Sales, C & O Distributors, Nyquis, LKQ/ Keystone, Shaun Stanley and GEICO.

Students and judges pose during the competition held at Mudgett’s Auto Body (Finksburg, MD).

VIRGINIA

AUTOMOTIVE REFINISHING WINNERS

First Place: Jennifer Ramos (Northern Neck Technical Center; Warsaw, VA)

Second Place: Tanner Culp (Dowell J. Howard Vocational Center; Winchester, VA)

Third Place: Kenton Szekely (New Horizons Regional Education Center; Hampton, VA)

COLLISION DAMAGE APPRAISAL WINNERS

First Place: Kallie ONeill (Washington County Career & Tech Ed Center; Abingdon, VA)

Second Place: Casey Ryder (Susie G. Gibson Science & Technology Center; Bedford, VA)

Third Place: John Perdue (Susie G. Gibson Science & Technology Center; Bedford, VA)

COLLISION REPAIR TECHNOLOGY WINNERS

First Place: Layla Wilson (Washington County Career & Tech Ed Center; Abingdon, VA)

Second Place: Brandon Lipford (Washington County Career & Tech Ed Center; Abingdon, VA)

Third Place: Michael Swann (Northern Neck Technical Center; Warsaw, VA)

WEST VIRGINIA

AUTOMOTIVE REFINISHING WINNERS

First Place: Kenton Haddix (Randolph Technical Center; Elkins, WV)

Second Place: Noah Harold (United Technical Center; Clarksburg, WV)

Third Place: Chris Childers (Mercer County Tech Educational Center; Princeton, WV)

COLLISION DAMAGE APPRAISAL WINNERS

First Place: Ben Lamp (United Technical Center; Clarksburg, WV)

Second Place: Aiden Bailey (Cabell County Career Technology Center; Huntington, WV)

Third Place: Adrian Anderson (Mercer County Tech Educational Center; Princeton, WV)

COLLISION REPAIR TECHNOLOGY

First Place (College Level): Payden Pringle (Fred W. Eberle Tech Center; Buckhannon, WV)

First Place (High School Level): Leah Bennett (Fred W. Eberle Tech Center; Buckhannon, WV)

Second Place (High School Level): Mason Hartley (Randolph Technical Center; Elkins, WV)

Third Place (High School Level): Don Rompon II (Mercer County Tech Educational Center; Princeton, WV) H&D

JBS COLLISION RECOGNIZED FOR DOING IT DIFFERENTLY

No one can deny that the collision repair industry has faced a plethora of changes and challenges in recent years, and many shops struggle to adapt to changes; however, that’s not the case at JBS Collision Center in Chester, MD! Their willingness to try new things recently paid off big when they were recognized as WMABA’s 2025 Most Improved Shop of the Year during the Southeast Collision Conference (SCC) in May.

WMABA Executive Director Jordan Hendler and WMABA President Kris Burton both sang JBS Collision’s praises during the SCC award ceremony. Hendler commended the shop for “making a large impact in a short amount of time.”

“To be honored with the WMABA Most Improved Shop of 2025 award is truly humbling,” said Angel Titus, on behalf of herself and co-owner Dan Cavey. “It’s an incredibly validating moment for our entire team, reflecting years of dedicated work towards continuous improvement and our non-negotiable adherence to OEM procedures – the very foundation of quality and safety in our craft.”

JBS Collision distinguishes itself in the collision repair industry through its unwavering commitment to quality, adherence to OEM standards and a customer-centric approach. Titus and Cavey initiated a shift to align with evolving industry standards, emphasizing “a different direction to keep up with the new way of repairing cars based on what’s going on in the industry,” Cavey explains.

“We kept seeing vehicles coming into the shop that hadn’t been repaired correctly, so we recognized a need to stop the madness and hold ourselves and the industry accountable for the decisions to repair cars based on the manufacturers’ guidelines,” Titus adds.

JBS Collision’s operational philosophy is centered around performing repairs “our way,” Cavey stresses, elaborating, “We exclusively use OEM parts, strictly follow all OEM procedures and utilize only OEM scan tools.” JBS Collision operates independently of DRP relationships “When we receive the insurer’s estimate, it simply gets added to our file; we don’t match estimates. Instead, we write our own blueprint, and that is the Bible on our repair because it’s based on OEM procedures. We identify the deficiency and do our best to make the client whole, but we only repair cars one way, which is great for our technicians because they don’t have to deal with aftermarket parts or test fitting.” This meticulous approach ensures that vehicles are restored to their pre- accident condition, prioritizing safety and performance.

That focus on quality and performing the repair per the OEM’s standards is what sets the Lexus-authorized and Toyotacertified shop apart, according to Titus. “We

only do things the right way, for the right reasons, and we set those expectations with guests up front.”

To uphold its high standards, JBS Collision has implemented a unique customer engagement process. Rather than providing initial estimates, the shop conducts a thorough consultation. Guests are advised that “we cannot provide a proper blueprint until we disassemble the vehicle and conduct the necessary research,” Cavey says. “We’re very strict on our process from beginning to end, and every car receives a road test before it’s released to the owner. We don’t have an estimate appointment; we invite clients in for a consultation.”

During that initial consultation, which may last up to an hour, Titus seeks to understand the guest’s expectations. “We explain why we fix vehicles a certain way, how insurance policies work and answer their questions, and then it’s the guest’s decision. If their expectations align with our goals, they’re the type of clients we want. If not, we’ll explain the safety aspect involved with following OEM procedures and using OEM parts; if the vehicle owner doesn’t want to deal with out-of-pocket expenses – if they just want to be certain the insurance company will pay for the entire repair – our shop may not be the right fit. We realize that not every customer is the right fit,” and transparency guides those whose expectations do not align with JBS Collision’s commitment to OEM-compliant repairs.

“We do our best to educate our clients on the repair process because, as the owner of the car, they are ultimately responsible for the charges,” Cavey points

Angel Titus and Dan Cavey

out. “We do our best to mitigate as much of that cost as possible to an insurance carrier; however, at the end of the day, the policy is going to dictate what an insurance company is obligated to pay, even when this does not align with OEM standards or guidelines.”

After identifying that a vehicle owner is the right type of client for JBS Collision, the shop focuses on building a relationship. “We don’t just provide updates on their car,” Titus shares. “We ask about their grandchildren or their recent vacation. We want them to be comfortable enough to call us for advice even when their car isn’t in the shop.”

Not surprisingly, JBS Collision’s insistence on adhering to OEM guidelines creates conflicts with insurance carriers.

Referencing a brand-new 2025 Lexus RX-350 in the shop, Cavey laments that the insurer wrote an estimate with all aftermarket parts and a reconditioned headlight. “We won’t do that,” he insists, stressing the need for vehicle owners to be educated on their insurance policies. “Most consumers have no clue what they’re signing up for, and those policies can change every six months, so most people just sign them without even reading them. That makes it tough for our customer service representatives who must explain things over and over about how important it is to follow the OEM position statements and repair their vehicle correctly. Education is key.”

“Most people aren’t educated on how their policies are written,” Titus agrees. “They

have no idea that they signed off on using aftermarket or inferior parts, so we invest a lot of time and effort into educating our clients. That’s probably one of the hardest things we do because people truly believe their ‘good neighbor’ has their back. It’s difficult, but it’s rewarding. I wish that every Department of Insurance would hold carriers accountable for failing to truly explain their policies; consumers deserve to know what they’re paying for.”

She shares an analogy: “If someone needs to replace the roof on their house, they won’t blink at spending $30,000 to protect their investment…but you’re not driving your house down the road at 60-plus miles per hour next to another car going the same speed! Yet, people would object to spending money out of pocket to ensure their vehicle performs the same if there’s another crash; instead, they expect the same protection in a vehicle that was repaired using aftermarket parts without following all OEM procedures. It’s unrealistic, but most people just don’t understand. Educating clients is key to helping them recognize the differences in what we do and a shoddy repair that might be performed at another shop.”

The commitment to quality is a team effort, and Titus and Cavey also attribute JBS Collision’s success to its dedicated and stable team of 20 employees, many of whom have long tenures with the company.

Titus and Cavey credit their involvement with WMABA, the authorized Lexus repair program and the Toyota certified repair program for fostering a culture of continuous improvement and providing access to industry insights and training opportunities. This commitment to ongoing education and peer interaction empowers JBS Collison to remain at the forefront of the industry, consistently delivering superior repair outcomes.

JBS Collision joined the association shortly after taking ownership of the shop because “when you’re inside your own box, you get stuck in the customary way of doing things; you’re afraid to think outside that box,” Titus points out. “WMABA provides an opportunity to interact with our peers and learn about new ideas that we can implement to make JBS Collision even stronger.”

Access to training through the association is another benefit. “There’s so much to learn if you’re willing to make the investment,” Cavey emphasizes, noting that it’s also important to involve one’s team in training. “We’ve met so many thought leaders in this industry, and we’ve been able to travel to other shops to learn from the people who are making this industry better. If we take away just one thing from each event or visit, it’s worth the investment.” H&D

The JBS Crew (From L-R) Back Row: Robert Graves, Steven Cavey, Kevin Bearor, Blaize Rayford, Chris Alexander; Middle Row: John Sherbert, Joey Zonetti, Justin Eastman, Kyle Hollis, Jeremy Eisel, Justin Siwald, Molly Wobbe, Allyson Davis and Front Row: Dan Cavey and Angel Titus

WHAT SETS US APART?

High Quality OEM-Approved Equipment

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Wholesale Parts

COVER STORY

THE DOCTOR IS IN:

REPAIR PLANNING IS THE RIGHT REMEDY

The prognosis is in.

The best remedy for fixing cars correctly – in today’s complex world of collision repair – is via a repair planning approach. Making a guesstimate by way of an estimate is just not the right path toward good health for the vehicle…or the body shop.

The difference lies in making a guess versus conducting a complete diagnosis. In fact, it’s even been written in the books. The Estimate and Repair Planning Committee submitted the following terms to the Collision Industry Conference (CIC) in 2024:

ESTIMATE: The written determination made by an appraiser or estimator, upon inspection of a damaged vehicle, regarding the cost required to restore the vehicle to the condition it was in prior to the loss.

REPAIR PLAN: A comprehensive vehicle damage assessment of necessary steps and procedures for repair created by the repair facility to determine cost of parts, labor and materials.

“A repair plan is a more thorough process that involves researching available information to ensure requirements of operations for parts and labor are documented to be completed,” explains Danny Gredinberg (Database Enhancement Gateway).

“An estimator is someone who makes an educated guess based on a visual assessment of damage to a vehicle, and that person is limited to only what they can see and first-hand knowledge,” states Andrew Batenhorst (Pacific BMW Collision Center; Glendale, CA). “A repair planner does a complete diagnosis with a technician through the process of disassembling the vehicle, assessing all the damage the vehicle has along with all its damaged parts and the labor and materials needed – those are the three subcomponents needed to assess and determine the charge for pulling repair instructions, consulting with the various department leads within the body shop to make sure everyone’s needs are met. It’s a much more in-depth, forensic type of exploration of all the damage on the vehicle.”

Mike Anderson (Collision Advice) suggests it may actually be less about what terms are used and more about the skill set involved in the person who does the work, because there are multiple different terms being used around the industry that have different meanings. continued on pg. 24

COVER STORY

continued from pg. 23

“When I suggest getting rid of the estimator role completely, I’m suggesting to split that role up into two, or maybe three, different positions depending on the size of your shop. It allows each person to do what they do best, rather than having the estimator be the funnel to catch everything.”

“Some people call it a blue printer, while others use the word repair planner, and some people use the word estimator. And I’m sure there’s other terms that I’m not even thinking of right now,” Anderson states. “As a general consensus, no matter what term you use, everyone in the industry knows what you are referring to. But when you look at the insurance side or shop side, they are all kind of different. The estimator writes an estimate, and that is not going to be the most accurate or thorough assessment of damage. Then, the repair planner seeks to find out about the repair, which could encompass documenting all the damages through the estimating process. They could also be scheduling sublet work or determining which technician has the right skill set in order to repair a vehicle. And then you have the term blue printer which comes from reading blue prints. They blueprint everything we have to do to fix this vehicle. Basically, what we are doing is performing a damage analysis, so perhaps it could be called a damage analysis expert or assessor. Sometimes people get caught up in the terminology, but we have to look at the skill set.”

To Anderson’s point, it does come down to having the right people performing certain tasks.

Batenhorst believes that “the word estimator needs to disappear from everyone’s vocabulary,” as he’s preached at the Society of Collision Repair Specialists IDEAS Collide Showcase at SEMA and most recently at the Southeast Collision Conference through his “Death of the Estimator Role” presentation.

He feels “very lucky because I got introduced to the concept of having a dedicated repair planner, who doesn’t have interaction with customers and is located in the back of the shop” early in his career, when he was employed by Pride Auto Body (Van Nuys, CA).

“That’s how they structured their stores, and it worked really well. I dressed in a technician uniform, and I was always outside with a mobile workstation. This was back in 2008 and 2009, and the shop had already been doing this for years earlier. As I became more familiar with what the industry was doing overall, I found that I was the minority. When I would talk to other people in the industry about how I create a repair plan or assess damage, people would

- Andrew Batenhorst

look at me kind of funny.”

He was also learning that while he was going home after an eight or nine hour work day, that wasn’t the norm for those who held an estimator role.

“It became painfully obvious to me that some shops out there were just flying under a mentality that didn’t seem to be working and was creating byproducts as a result. So, to use the old term, estimator, these people were burnt out. They would work 10-12 hour days, had to pre-close all their files, gather payment, talk to customers, coordinate sublet, order their own parts and on and on and on. When you really strip it down, the most valuable thing a repair planner can do in the shop is to discover the damage and translate that onto a repair plan, making sure nothing was missed so that the car can go through the shop very smoothly and efficiently once it leaves the repair planning team.”

Not only will repair planning make for a smoother workflow, it helps determine the right course of action to take.

“Modern vehicles require a ‘diagnostic’ approach to figure out what occurred and what the resolution is,” infers Gredinberg. “It requires measuring, scanning and a thorough disassembly to ensure all the parts are identified. The increased use of individual parts has also increased in vehicle design. Older vehicles did not have complicated bumper designs with only a few components. Today, cars have far more parts attached, and many times, they are not visible until you have taken apart the assembly.”

Changing the “mindset” of the consumer will be the biggest obstacle, Gredinberg suggests. “Consumers were always trained to get a few quotes prior to selecting a shop. This may have been possible and was the case years ago as vehicles did not have as many safety systems and advanced technology [as they do today].”

Repair planning is also the right treatment for those wishing to get paid more fairly.

Batenhorst says it’s frustrating to hear others say they don’t get paid enough for the work done or that “the labor rate isn’t enough” when the problem radiates from having the person who is

continued on pg. 28

Here’s to 241 years of combined service excellence

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Thank you for your many years of loyalty.

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continued from pg. 24

supposed to make sure the shop does get paid enough “get stuck doing other things that don’t bring value to that process. If they only have 15 minutes to spend with an adjustor, and they can’t really get into the weeds with them about everything they need to be reimbursed for, of course they won’t get paid for everything. They may have to do more than one supplement, or maybe they just don’t do another supplement, and there’s no one following up on that to make sure it’s okay. There has to be a process line to keep that working correctly.”

So, how does one go about doctoring up their operation to implement this repair planning remedy?

A big component is having someone on staff dedicated as the customer-facing employee who can keep customers updated and maybe only write small estimates for customer pay work, Batenhorst recommends. “Basically, it’s taking all the non-essential tasks that a key-to-key estimator is doing now and giving that to someone else to do. It’s stripping away the tasks that interfere with the process of repair planning and moving that on to be someone else’s workload.

“So, when I suggest getting rid of the estimator role completely, I’m suggesting to split that role up into two, or maybe

three, different positions depending on the size of your shop. It allows each person to do what they do best, rather than having the estimator be the funnel to catch everything.”

Anderson agrees. “How you structure the world for that person is going to be based on the size of your shop. If you’re a small shop, the person analyzing the damage is probably going to be wearing multiple hats because you don’t have enough sales to support multiple admin people.” For shops with a larger volume of $250,000 per month or more, Anderson believes moving toward role segmentation is the right medicine.

He suggests putting those with great people skills in charge of educating the consumer on safe and proper repairs

“They may be really good with people, but that may not necessarily mean they pay close attention to detail. They may not cross every T or get every one or two tenths on an estimate. I tend to find that those you want to analyze the damage after the vehicle has been disassembled should be more detail-oriented. You want someone who will get every nut, bolt and clip and every one-tenth on the estimate.”

continued on pg. 30

WHAT IS ADAS CALIBRATION?

Latest I-CAR requirements require Gold Class shops be staffed or sublet with an I-CAR Platinum-certified individual in each relevant technician roleincluding ADAS. Without Platinum-level technicians, your shop can’t maintain I-CAR Gold Class status.

That’s why at ADAS Elite, our technicians hold prestigious I-CAR Platinum Certification - one of the highest achievements in the collision repair industry!

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.

OFFICERS

PRESIDENT: Kris Burton kris@Rosslynautobody.com 703-820-1800

SECRETARY: Barry Dorn bdorn@dornsbodyandpaint. com 804-746-3928

VICE PRESIDENT: Phil Rice price@bapspaint.com 540-846-6617

TREASURER John Shoemaker john.a.shoemaker@basf.com 248-763-4375

EXECUTIVE DIRECTOR: Jordan Hendler 804-789-9649 jordanhendler@wmaba.com

BOARD OF DIRECTORS

PAST PRESIDENT: Steven Krieps srkrieps@live.com 304-755-1146

Rodney Bolton boltonconsulting61@gmail. com 443-386-0066

Torchy Chandler torchy.chandler@gmail.com 410-309-2242

Tom Brown thbrown@ppg.com 703-624-5819

Tracy Dombrowkski tracy@collisionadvice.com 571-458-0648

An association fostering the exchange of ideas and providing a voice and support for the collision repair professional.

Position Your Business

as a LEADER !

Just like equipment and training, WMABA membership is not only a commitment to excellence, but also a valuable investment.

WMABA is recognized both regionally and nationally as the key forum for the exchange of ideas concerning the D.C., MD, VA and WV collision repair industry. It is the venue to discuss, learn about and impact evolving standards and policies in the technical, administrative and legislative fronts of our industry. Shops and industry supporters can best develop themselves and their employees by actively engaging in the association and its activities.

Automotive collision repair facilities in Maryland, Virginia, West Virginia and Washington, D.C. who are willing to adopt WMABA’s Standards of Membership and offer a guarantee to their consumers are encouraged to engage their business as an active member of the association. For over 40 years, the WMABA membership of professional collision repair businesses and affiliates have committed to operating at a higher standard on behalf of their industry and their consumers. Over the years, WMABA has proudly represented the collision repair industry at hearings on Capitol Hill, in Annapolis, MD, and Richmond, VA as well as almost every national collision repair event. While WMABA has a rich history of dedicated men and women serving the local collision repair community, WMABA also boasts numerous past and current accomplished Board members who represent our membership at the national level.

WMABA offers current and dynamic discussion forums on topics facing collision repairers, technical information and educational seminars, opportunities to network and discuss pressing topics with leaders of the collision repair industry, an arbitration program that works with consumers to help resolve issues they might have, apprenticeship programs, legislative representation and the ability to receive and contribute to one of the nation’s leading collision repair magazines, Hammer & Dolly

Contact Executive Director

Jordan Hendler to find out how WMABA can amplify YOUR voice in the collision repair industry.

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Unfortunately, one down side is that there is a lack of repair planner training in the industry. The repair planner is involved in the process and needs to be familiar with the repair process in order to determine what the vehicles need. “Maybe they’ve gone through basic training, but as was said at CIC and other industry events, there’s a huge lack of repair planning beyond what I-CAR offers and Collision Advice,” says Batenhorst. Repair planners don’t need to be able to perform tasks like the technicians do, but “they should be taking the same classes as a painter and as a body tech to be able to understand what it takes to do the job, so they can quantify something on a repair plan, itemize it, determine if something is an included operation or a non-included operation and learn how things get researched and translated so they can appropriately reflect it on the repair plan. So, they do need to be familiar with all aspects of the repair process.”

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planners are saddled up with so many other things to do that training can take a backseat. We think and assume they already know all this stuff as they were exposed to it at some point. In honor of the opportunity I had to attend classes, I have returned that favor to every repair planner who has ever worked for me, and it’s always yielded fantastic results. Yes, it costs money and time out of the shop, but the cost of not doing it is far greater than enduring the little bit of time they are not in the shop so they can come back even better than before they left.”

Another benefit of employing a repair planner versus an estimator is the results at the end of the day that will lead to “accuracy and consistency,” shares Batenhorst on the shop’s operational standpoint. But it also makes for a happier employee.

Although repair planning training may need improvement as a whole, there are ways repair planners can get access to learning more, according to Batenhorst who “always was hungry to learn more, and I was fortunate that my mentor at the time recognized that I had that hunger” and allowed him to attend classes along with technicians.

“There were years where I was going to class to learn how to paint or how to do body work, structural work and mechanical work.” He admits he got some funny looks from technicians at first, but once they saw him ask questions and try to familiarize himself with tools, they understood he was training to do his job right.

“There really are resources out there, but sometimes repair

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In today’s world where people want different things out of their day where I asked him if he finds that his time here at the shop is balanced with his time off,” Batenhorst recalls. “I asked him if he

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or if he felt overwhelmed when he’s here. And he told me ‘no, it’s a good balance.’ He can do his work when he is at the shop and stay focused on what matters to generate a correct and proper repair plan, and he can go home at a reasonable time at the end of the day. He said he wasn’t stressed out at the end of the month. It’s much more digestible.” H&D

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W+S welders help repairers performing a wide variety of welding repairs with simple, self-explanatory, intuitive operation and the highest safety standards. The InvertaPuls IP7-2 offers 2-button handling, dual 3G torches, ergonomic torch removal and narrow housing construction for ease of use in any size shop performing steel and aluminum welding, while the InvertaPuls IP6-2 uses Automatic Cold Transfer technology for a user-friendly MIG

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ADVICE INDUSTRY ASK MIKE:

How Can Non-DRP Shops Differentiate Themselves and Survive?

This month, we “Ask Mike” to share his thoughts on how nonDRP shops can succeed in a competitive marketplace. 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 industryrelated matter that he can answer in a future issue.

Hammer & Dolly: Taking the politics out of the topic, it’s fair to say there are DRP shops in this industry that would prefer to be independent. Since you work with some shops that have adapted a completely non-DRP model, what insight can you share into how these facilities make it work? How have these shops overcome the fear of losing work by dropping their DRP relationships?

Mike Anderson: The first thing I’ll say is that it’s always been an unwritten rule of thumb that you don’t want more than 30 percent of your business to come from one referral source — whether it’s a DRP, an OEM or a dealership. Never have all your eggs in one basket. If you do have referral sources, use them to build your customer base and then market to those existing customers so that they will use you in the future or refer work to you without a third party having to do that for you. You can use your existing referral agreements to build your customer base for the future.

If you decide you don’t want to be a DRP anymore for whatever reason, remember what Mike Tyson said about boxing: ‘Everybody has a plan until they get punched in the face.’ A lot of people are willing to live by principle, but very few are willing to die by it. Before you drop someone who provided

a big part of your work, you should have some sort of plan to migrate away from them. It’s a lot easier to leave a DRP when you have a lot of cash in the bank, because you can cover your losses and keep your people employed while you market your business in different ways to get business from other sources. If you don’t have a lot of immediate work to replace a DRP, you at least need to have enough cash in the bank to help you make that transition. If you plan to get off a DRP in the future, you need to spend money on marketing. Everybody I know who’s successful as a non-DRP does it. I don’t mean allocating one percent of sales towards it; I mean four to six percent of your gross sales. Your work isn’t just going to fall from the sky, so you need to spend money to make it.

Of course, not all referral work comes from insurance companies. You can build a relationship with dealerships, independent mechanical shops, fleets or rental car companies. Again, it comes down to marketing. Some shops host open houses for car clubs, do grassroots marketing efforts in their communities and utilize search engine optimization. Can you walk away from DRPs successfully? Yes. I had no DRPs left when I sold my shops, but I also marketed heavily to dealership shops, independent mechanical shops and my community. I didn’t just expect the work to show up. You don’t quit your job until you have another one lined up. That same mindset should be applied to how you walk away from your DRPs.

H&D: Where do you see social media marketing fitting into the equation? What are the common practices of those shops that appear to be using it effectively?

MA: Social media can be helpful, but marketing should really vary based on your demographics. Billboards may work in some areas but not in others. If you’re located on a major highway, a digital display sign may work. I know of shops in small communities that get a lot of business by sponsoring the school cancellation announcements in winter. I always tell

WITH MIKE ANDERSON

people that nothing beats grassroots marketing. Be involved in your community and make your name known within it. I’m not just talking about sponsoring a baseball team; I’m talking about showing up for special events. When I owned my shops, we’d go to the Art on the Avenue event in Alexandria with a white-painted BMW and invite young people to paint and draw on it. We got involved in as many things as we could, such as hosting open houses for schoolteachers during which we taught them how to change a flat or check their oil. Most importantly, whoever does your online marketing needs to understand your industry. I’ve seen a lot of shops use website companies that put ‘collision’ in their marketing, but a lot of consumers still refer to us as ‘auto body’ shops. You need to work with someone who understands the search terms that consumers use.

H&D: It seems like a silly point to make in 2025, but shops also need to look welcoming from the road. I can’t tell you how many shops still look like abandoned buildings from the front.

MA: One hundred percent! If your front office is covered in six inches of dust, that leaves an impression on a customer. The appearance of your interior, exterior and even your employees matter, especially when you want to market your business as one that repairs newer cars. No matter what marketing plan you have, the goal is to make yourself attractive to the customers you want.

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

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