Hammer & Dolly January 2020

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Why Take the WMABA Labor Rate Survey?

WMABA Meeting Preview

www.grecopublishing.com

January 2020 Volume 14, No. 1 $5.95

Has the Industry Learned from John Eagle?

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CONTENTS January 2020

24 COVER STORY

BY JOEL GAUSTEN

A FOCUS ON ASSOCIATION LEADERSHIP: AN INDUSTRY ROUNDTABLE DISCUSSION

Views from home and beyond.

DEPARTMENTS 6

LOCAL NEWS 12 WMABA MEMBERSHIP DINNER TO FEATURE SCRS’

BLUEPRINT OPTIMIZATION TOOL DEMO By Alana Bonillo Members will get the inside track on a revolutionary new service.

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WMABA LABOR RATE SURVEY: THE IMPORTANCE OF REALISTIC DATA By Alana Bonillo and Joel Gausten

WMABA Sponsorship Page

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WMABA Membership Application

NATIONAL NEWS WMABA REPRESENTED AT MULTI-STATE LEGISLATIVE DISCUSSION Industry reps share thoughts on State House showdowns.

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PARTS DEBATE SPLITS CIC COMMITTEE INTO TWO CAMPS By Joel Gausten

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The parts definitions debate gets hotter.

INDUSTRY ADVICE: ASK MIKE 34

HAS THE INDUSTRY LEARNED FROM JOHN EAGLE?

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Proper repairs and documentation in the lawsuit era.

42 Stock Images © www.istockphoto.com

Executive Director’s Message JORDAN HENDLER

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Why shops need to help the association help them.

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Editor’s Message JOEL GAUSTEN

Upcoming Events: WMABA Annual Membership Dinner WMABA Board of Directors Advertisers’ Index

January 2020

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Visit us at NORTHEAST® Booth 408

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Joel Gausten

EDITOR’S

(973) 600-9288 joel@grecopublishing.com

MESSAGE AROUND THE COUNTRY IN A MONTH Welcome to 2020! I hope you all enjoyed a great holiday season and have put plans in place to make this your best year yet in this industry.

As regular readers of Hammer & Dolly know, there is much more to WMABA’s work on your behalf than addressing important matters in its member states. With each issue of this magazine, we strive to deliver both local content and news from various parts of the country that impact the greater collision repair community. In this month’s cover story, WMABA President Torchy Chandler joins leaders from the Alliance of Automotive Service Providers of Massachusetts (AASP/MA), the Alliance of Automotive Service Providers of New Jersey (AASP/NJ), the Auto Body Association of Texas (ABAT), the Alliance of Automotive Service Providers of Minnesota (AASP-MN) and the Wisconsin Auto Collision Technicians Association Ltd. (WACTAL) for an extensive roundtable discussion on how their respective groups are working to address the industry’s greatest issues. As revealed in this conversation, shops all over America are facing the same dilemmas. By sharing their individual insights and experiences, the association presidents who participated in this talk provide you with a greater understanding of the common concerns and goals driving activities from here to the Lone Star State.

WMABA OFFICERS PRESIDENT

VICE PRESIDENT SECRETARY

IMMEDIATE PAST PRESIDENT

Torchy Chandler torchy.chandler@gmail.com 410-309-2242 Bill Hawkins hawkinswilliamjr@gmail.com 510-915-2283 Phil Rice phil@ricewoods.com 540-846-6617 Mark Schaech, Jr. markschaech@gmail.com 410-358-5155

BOARD OF DIRECTORS

Don Beaver (donbeaver3551@gmail.com) 443-235-6668 Rodney Bolton (rbolton@aacps.org) 443-386-0066 Kevin Burt (kevinburt@walkermillcollision.com) 301-336-1140 Barry Dorn (bdorn@dornsbodyandpaint.com) 804-746-3928

Ben Gibson (bgibson@richmondmarinecenter.com) 804-355-8151 Steven Krieps (srkrieps@live.com) 304-755-1146 Danny Szarka (danny@dynamiccollisionservices.com) 410-500-9200

ADMINISTRATION

EXECUTIVE DIRECTOR Jordan Hendler (jordanhendler@wmaba.com) 804-789-9649 WMABA CORPORATE OFFICE P.O. Box 3157 • Mechanicsville, VA 23116

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January 2020

Elsewhere in this issue, we report on the recent Collision Industry Conference (CIC) Governmental Committee panel in Las Vegas. This special presentation featured WMABA Executive Director Jordan Hendler alongside industry professionals from Texas, Mississippi and Minnesota. The panel dove deep into each state’s efforts and philosophies in the legislative arena.

Considering that we are now in a major election year, inter-industry discussions of this nature are of the highest importance. Once again, WMABA was on hand to collaborate with and learn from professionals in other areas in order to provide a greater service to members at home.

Traveling far away from your shop to learn more about your profession can be a difficult task – especially this time of year.

Rest assured that WMABA and Hammer & Dolly will continue to hit airports and conferences across America throughout 2020 to bring you the latest news and information you need to grow your business and thrive this year and into the future.

In closing, I urge you to participate in this year’s WMABA Labor Rate Survey. Information is available on page 14. H&D

STAFF

PUBLISHER SALES DIRECTOR EDITORIAL DIRECTOR CREATIVE DIRECTOR GRAPHIC DESIGNER EDITORIAL/CREATIVE COORDINATOR OFFICE MANAGER

Thomas Greco thomas@grecopublishing.com Alicia Figurelli alicia@grecopublishing.com Joel Gausten joel@grecopublishing.com Lea Velocci lea@grecopublishing.com

Lisa M. Cuthbert lisa@grecopublishing.com

Alana Bonillo alana@grecopublishing.com

Donna Greco donna@grecopublishing.com

PUBLISHED BY TGP, Inc. 244 Chestnut St., Suite 202 Nutley, NJ 07110 973-667-6922 FAX 973-235-1963 Reproduction of any portions of this publication is specifically prohibited without written permission from the publisher. The opinions and ideas appearing in this magazine are not necessarily representations of TGP Inc. or of the Washington Metropolitan Auto Body Association (WMABA). Copyright © 2019 Thomas Greco Publishing, Inc.

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January 2020

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EXECUTIVE DIRECTOR’S

MESSAGE OFESSION PR EPAIRER AL R

ED

U C AT I O N PROGRA M

Jordan Hendler

(804) 789-9649 jordanhendler@wmaba.com

WMABA and Collision P.R.E.P.: Can You See Yourself at the Front Line?

See Yourself T(Here) Here’s your reminder that we’ve got our Annual Membership Dinner coming up.

WMABA will showcase national industry updates and the Society of Collision Repair Specialists’ (SCRS) Blueprint Optimization Tool with our own Board members on January 23 – be there or be square! The previews of this tool, set to release during the first quarter of 2020, are blowing people away with the amount of efficiency to estimating that it provides. You can register for our meeting at wmaba.com.

Collision P.R.E.P. Will Bring It All Home It’s another imperative you plan to take the weekend and head north for the third WMABA Collision Professional Repairer

Education Program (P.R.E.P.) at the NORTHEAST® Automotive Services Show in Secaucus, NJ March 20-22.

There’s a lot going on in the field of advanced driver-assistance systems (ADAS), with diagnostics and calibrations necessary on nearly every repair. We plan to highlight this in the best and most practical way possible so that repairers can take usable information back to their facilities and implement it to help them save time and money.

Our team is garnering national speakers to bring you the latest in industry education and information, including the manufacturer representatives that can give insight into the wave of new OEM procedure and program changes. With local-turned-national industry

favorites like Mike Anderson of Collision Advice, the goal of bringing you relevant and timely information is our foremost objective.

What people say the most after the weekend of education is that they are blown away by the amount of information they received and the personal connections they were able to make. Having people you can trust to ask your questions to is what WMABA is all about. We make sure that the presenters are not just informative, but approachable and helpful as well. They all have teams behind them that can help you navigate a particular issue.

If you make one valiant effort at educating your team this year, we believe Collision P.R.E.P. is the place to do it. It’s an affordable option that includes a very prestigious and active trade show for you to see the latest in equipment, technology and supplies to help build your business into the future.

It’s an entire package that just needs you to make the first step by registering to attend. Many repairers bring several team members so that they can attend classes simultaneously and for their desired track of learning. There’s something for everyone, and we cannot wait to get you there! For more information, visit aaspnjnortheast.com. H&D

Check the WMABA website and newsletters for regular updates and reports from the Executive Director’s perspective.

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WMABA THANKS

YOU WMABA thanks their generous supporters of the

LEVEL 1

Corporate Sponsor Program for 2020!

We encourage YOUR SUPPORT of those who SUPPORT US! For more information about the sponsorship program, please contact Executive Director Jordan Hendler at (804) 789-9649 or email jordanhendler@wmaba.com

LEVEL 2 BAPS Auto Paints & Supply • Certified Automotive Parts Association

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January 2020

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LOCAL

NEWS WMABA MEMBERSHIP DINNER TO FEATURE SCRS’ BLUEPRINT OPTIMIZATION TOOL DEMO

Mark your calendars!

On January 23, WMABA will host its annual Membership meeting at McCormick & Schmick’s Restaurant at National Harbor, MD. This special gathering will feature WMABA’s “State of the Industry” address and a presentation by Board members Barry Dorn and Bill Hawkins and Aaron Schulenburg, executive director of the Society of Collision Repair Specialists (SCRS), on SCRS’ newly launched and award-winning Blueprint Optimization Tool (BOT).

Already considered a game-changer for the industry, the BOT was awarded the “Best New Collision and Refinish Product” at the SEMA 2019 in Las Vegas this past November.

The BOT is an automated version of SCRS’ Guide to Complete Repair Planning. It’s an easyto-use estimate analysis tool that immediately defines labor operations, line items and customizable charges that can be easily overlooked on an estimate.

“We will go into detail on what it can do and how it can streamline the estimate process for repair planners and estimators and how this can be done among multiple stores for consistency across the board, which is a huge thing for repairers,” explains Dorn.

The Guide to Complete Repair Planning document was launched in 2011 as a working list of potentially missed operations. The document began with a few hundred line items and quickly grew to well over 1,000. Although the Guide was seen as a worthwhile tool, some repairers expressed the need for it to be more user-friendly.

“It presents a challenge to take an estimate and compare it against a list of 1,000 items,” shares Schulenburg. “So, we took the list and developed an automated solution that would read your estimate, automatically recognize things that you captured and pull them out of that list. Now, instead of 1,000 items, you have maybe 20 or 30; it narrows the field a bit. It then allows you to go through and select the items you want. With one keystroke, it then pushes it back into the estimate. These are all pretty large evolutions of the product that create a lot more efficiency and automation.”

Another feature of importance is that it can be categorized by OEM. “If you have a specific set of procedures you have to follow for one particular OEM, or 50, you can set the system to do that for you each and every time,” comments Dorn.

Schulenburg also notes that the BOT can be used by shops as a training tool for estimators.

WMABA members should take advantage of this opportunity to get an up-close and personal view of the BOT, as it really can make a difference in a facilities’ repair process.

“Vehicles today are really complex. The blueprinting process we go through is also complex, and it’s really easy to miss operations and line items that you will be performing in your facility that you want to make sure are captured in the blueprint process,” states Schulenburg. “It’s key for anyone performing repairs or anyone writing sheets on the damage to make sure they aren’t leaving items on the table that they should otherwise be capturing.”

Collision repairers are encouraged to visit scrs.com or view the Blueprint Optimization Tool video at at the SCRSCollision YouTube channel to learn more.

WMABA’s January 23 membership dinner will begin with networking at 6pm and dinner at 6:30pm. The presentation will follow at 7pm. To register, visit wmaba.com/events H&D

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January 2020

A new solution.

BY ALANA BONILLO

WMABA Membership Dinner Thursday, January 23

145 National Plaza, Oxon Hill, MD 20745

6pm: Networking • 6:30pm: Dinner 7pm: Presentation

Join us January 23 at the beautiful McCormick & Schmick’s Restaurant at National Harbor, MD for the annual WMABA Membership Meeting, which will include a WMABA “State of the Industry” address and a special presentation on SCRS’ new Blueprint Optimization Tool (BOT) from WMABA Board members Barry Dorn and Bill Hawkins.

Come to see how the SCRS Blueprint Optimization Tool won the “Best New Product of the Year” award at the recent SEMA Show and is a proposed game-changer for complete estimating.

The Tool is designed to categorically give repair planners the ability to check for operations they may have missed in their initial estimate. It operates with all estimating systems to audit internal and external estimates and assists with those still learning the nuances of the operations required to complete a repair and reduce supplements. (Find out more at scrs.com.)

REGISTER at

wmaba.com/events.

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LOCAL

NEWS

Critical figures for future growth.

BY ALANA BONILLO AND JOEL GAUSTEN

WMABA LABOR RATE SURVEY: THE IMPORTANCE OF REALISTIC DATA One of the most important things that collision repair shops can do to start this New Year off right is to take WMABA’s Labor Rate Survey.

The Survey has returned once again to collect data from respondents on everything from door rates to the number of technicians they employed to their facilities’ square footage and more.

This real-world information is critical to WMABA, as tracking these practices and procedures helps the association better serve its members and the industry overall.

The Survey collects data from collision repair shops in nine regions: Baltimore, Annapolis, Hagerstown, Washington DC, Virginia Beach, Charlottesville, Richmond, Roanoke and West Virginia.

Results will be featured in a subsequent issue of Hammer & Dolly.

Active participation in the latest Labor Rate Survey gives WMABA the ability to see what may have occurred since data was last collected two years ago and what, if anything, may have changed significantly for shops in the various regions since the Survey was first introduced in 2012.

For example, the Survey results published in 2017 showed that the 2-to-3 ratio of office workers to technicians in the Charlottesville area remained unchanged from the previous year. In some cases, there was quite a difference: Baltimore shops reported a ratio of 5 to 8 for office staff to technicians in 2016 as opposed to 2 to 3 in 2017.

The Survey also asks shops what their retail hourly rates are for body labor, frame/structural, paint/refinish, paint material, mechanical, inside storage and outdoor storage.

Perhaps the most critical element of consistently doing a Labor Rate Survey is how it clearly reflects trends – including those on a downward slide – in industry practices. For example, the Survey results published in 2017 noted considerable changes to the

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January 2020

insurance industry’s impact on the auto body community. In just one year, the number of respondents who reported that an insurer required them to order parts from a particular vendor or online procurement system dropped by 11 percent. On the flipside, the number of respondents who admitted that same year to having insurers tell them they were the only one who charged for what that shop felt was a legitimate, reasonable and necessary operation jumped from 84 percent to 100 percent from 2016.

The most recent Survey published in 2018 revealed what is best described as “universal frustrations.” Nearly 97 percent of respondents informed us that they were told, “We can’t pay for that because it is against insurance company policy,” even when the shops knew the procedure to be reasonable – and, more importantly, necessary. Additionally, 100 percent reported that inadequate or poorly written estimates by insurance company representatives delayed the repair process and cost their shops time and money while they rectified mistakes.

Information is power, and the power generated by the Labor Rate Survey is invaluable. It only takes a few minutes and can be easily completed online. Those who have not done so already can take it at wmaba.com/labor-rate-survey or surveymonkey.com/r/ wmabalaborratesurvey2019. H&D

Executive Director’s Thoughts

The importance of our Labor Rate Survey cannot be contained to just rate information, as it really is about marketplace conduct – how trends are over time. If you feel like, “I just keep filling this out; nothing changes!” then understand that you’re still assisting us in presenting this information to those who need it and can help us identify issues. Your feedback matters! - Jordan Hendler

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January 2020

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NATIONAL

NEWS

Passing bills to save lives.

WMABA REPRESENTED AT MULTI-STATE LEGISLATIVE DISCUSSION

“They know about [the case]; the With shops now in the legal crosshairs question is, do they want to do anything like never before due in large part to the about it? I would just tell you no. We’re the John Eagle Collision verdict of 2017, industry ones who continue to knock on the doorstep groups throughout the United States are and try to make them aware of those attempting to use the Legislature as a way to situations. I’ve spoken to the Texas establish OEM repair procedures as the Department of Insurance multiple times and standard of repair for consumer protection. talked to the [Insurance] Commissioner. I These and other legislative activities were can tell you they have no interest in it. They discussed at length during the recent will tell us, ‘This is a legislative issue.’”

Collision Industry Conference (CIC) Darrell Amberson (LaMettry’s Collision) Governmental Committee panel in Las WMABA Executive Director Jordan Hendler noted another frustrating obstacle that often Vegas. WMABA Executive Director Jordan during the CIC Governmental Committee prevents industry-driven success in the Hendler joined industry leaders from Texas, panel in Las Vegas legislative and regulatory arenas.

Mississippi and Minnesota for the nearly “One of the issues in Minnesota is that hour-long event, which was moderated by the insurers are very strong in terms of their legislative Janet Chaney of CaveCreek Business Development. representation. A significant portion of our state legislators are either Hendler revealed that WMABA currently follows a wait-and-see currently or formerly employed by insurance companies, so it’s a bit approach to action on the House and Senate floors.

“Our association has gone all the way from proposing legislation of a challenge.”

Panelist John Mosley (Mississippi Collision Repair Association) – sometimes in multiple states at a time – to more of a ‘watch and noted that all of his group’s legislative efforts have been focused on kick dirt up’ approach. We’ve had some really tough battles at the consumer protection.

Legislature, especially when it comes to parts…Our current objective “We have a duty and an obligation to protect that consumer. We is just to make sure that we are watching what’s happening. If it’s can do [that], but you have to make the customer pay the difference something that we feel will negatively impact our membership, then that the insurance company won’t pay, which is not fair…All [the we will testify and do everything we can to kill it.” consumer] should have to pay is the deductible and any real Additionally, she voiced frustration over the lack of concern depreciation, and the insurance company should pay the balance for shown by her member states’ Departments of Insurance when it a proper repair.” comes to consumer-related issues that WMABA has attempted to While finding legislative success is often difficult for the collision bring to their attention. repair industry, Mosley insisted that the growing demands for “Our organization was just in one of our state Department of consumer protection make these efforts a necessity.

Insurance offices a couple of weeks ago, and I left there feeling like, “Unfortunately, as collision repairers, we have the liability when ‘Why is it our job to compel them to protect the consumer? Why do we have to convince them that there’s a problem?’…Unless [they] are we make a bad repair. The other thing is you need to have legislation to protect your business or your consumer…If every repairer had the willing to leave [their] four walls and actually go out and see what is backbone to stand up and do the right thing for the consumer instead happening on the street level, [they’re] not going to have a clue.” of trying to please the insurance industry, we wouldn’t have these Echoing Hendler’s experience, Auto Body Association of Texas problems and we wouldn’t need more legislation.” H&D (ABAT) President Burl Richards shared his group’s uphill climb in dealing with the Texas Department of Insurance (TDI) even though the John Eagle case – and the consumer–related issues it brought to light – occurred in his home state.

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NATIONAL

NEWS PARTS DEBATE SPLITS CIC COMMITTEE INTO TWO CAMPS As covered in last month’s Hammer & Dolly, the recent Collision Industry Conference (CIC) in Las Vegas took an emotional turn when Matthew and Marcia Seebachan – the Texas couple severely injured when their previously owned, improperly repaired Honda Fit was involved in a collision – took to the stage to share their experiences. While the Seebachans’ words spoke to the need for the industry to fully embrace OEM-recommended/required parts and procedures, the ongoing struggle for all stakeholders to acknowledge this call was obvious during the CIC presentation and discussion that unfolded as soon as the husband and wife left the room.

To see the Seebachans’ interview in a firstever recording from the CIC meeting, go to youtu.be/WhilpT13I9E.

For several months, the CIC Parts and Materials Committee has been charged with finding parts descriptions that could be adopted throughout the national collision repair industry. The endeavor stemmed from the ambiguity surrounding terms such as “Opt-OEM,” “Alt-OEM” and “Surplus OEM” when they are used to describe parts that are distributed and sold outside of the automakers’ approved supply chain.

Addressing the issue, Committee Co-Chair Aaron Schulenburg (Society of Collision Repair Specialists) revealed that work within the Committee – which has reached more than 100 regular participants – has been subject to ongoing and “defensive” internal disagreements.

“It’s been a challenge in part because there are a lot of different vantage points and a lot of different folks who approach it from the standpoint of looking at their own business objectives.”

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January 2020

CIC Administrator Jeff Hendler offered sharp words from the CIC floor.

This has resulted in the creation of two separate working groups with decidedly different approaches to parts definitions. The first – helmed by Parts & Materials Committee Co-Chair Ken Weiss (SSF Imported Auto Parts) and comprised of shops, insurers, parts suppliers and Information Providers – introduced six unique definitions for products currently available in the marketplace:

part will have different branding. The thirdparty supplier delivers the part and provides a warranty.

OEM Non-Dealer: A new vehicle manufacturer part that comes in vehicle manufacturer packaging. However, it comes from a third-party supplier. It’s bought directly from the dealer by a third-party seller and has a third-party warranty. (“We’re not sure if the OEM vehicle manufacturer warranty would still carry through to this part, but we know that most companies that sell this part also offer their third-party warranty, and sometimes that third-party warranty can be greater than the vehicle manufacturer’s warranty,” commented Weiss.)

Offering a drastically opposed perspective, the second working group – led

by Schulenburg, OEM representatives and Committee members who were not invited to participate in the first working group – offered just two definitions. The first, for an “OEM part” is as follows:

OEM Dealer: New vehicle manufacturer part that comes in vehicle manufacturer packaging, is provided by a vehicle manufacturer supplier and has a vehicle manufacturer warranty.

Tier One-OEM: A new part manufactured by the vehicle manufacturer’s supplier, with identical specifications and engineering and no branding differences. (For example, a BMW part will have a BMW logo.) However, it would be sold in the Tier 1 company’s packaging, by a third-party supplier and will carry a third-party warranty.

Tier One-OEM with Branding Differences: A new part built by the vehicle manufacturer’s supplier, with identical specifications and engineering. However, the

Aftermarket Certified: A new aftermarket manufacturer’s part with third-party certification (i.e., the Certified Automotive Parts Association). The part has aftermarket packaging, is provided by a third-party supplier and has a third-party warranty.

Aftermarket Non-Certified: A new aftermarket manufacturer’s part with no thirdparty certification. It has aftermarket packaging, is provided by a third-party supplier and has a third-party warranty.

OEM Part: New part in the Vehicle Manufacturers’ (also referred to as OEM) authorized and official packaging, manufactured directly by the OEM or their approved, contracted supplier, distributed exclusively through the original equipment manufacturer’s official, authorized distribution network in the market specified by the OEM, warrantied, updated and supported exclusively by the OEM. The subcommittee’s second definition, for “non-OEM part,” is simple:

Non-OEM Part: A new part that does not meet the definition of an “OEM part.”

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“That’s super-clear for a consumer to understand,” Schulenburg explained. “It doesn’t make [non-OEM parts] bad, wrong or an unacceptable option. There are thousands and thousands of non-OEM parts that are legitimately picked, chosen and sold every single year. But we defined ‘OEM,’ and anything that doesn’t meet that definition from our vantage point as a ‘non-OEM’ part.”

Not surprisingly, the onstage debate inspired spirited comments from the floor. CIC Administrator Jeff Hendler was the most vocal, stressing that industry stakeholders must put consumer’s best interest first.

“The Seebachans were sitting up on that stage, and they had no knowledge of the game that is being played in this industry from all sides about every part of a claim [being] settled. The consumer walks in the front door of a body shop [and asks], ‘Is it OEM or isn’t it?’

When you give them 17 different definitions…

It’s either an OEM part or it’s a non-OEM part…You’re going to end up with two factions in this industry forever until we come to the understanding that the consumer has to

Determining what’s in a name.

CIC Parts & Materials Committee Co-Chair Ken Weiss

understand what’s in the box.”

Earlier in the day, Marcia Seebachan offered pointed commentary on the need for true clarity and documentation when repairers explain parts and other repair-related matters to insurers. A clinical social worker by trade, she likened repairers ignoring OEM procedures – including parts usage – to members of her profession disregarding a code of ethics that requires the use of evidence-based practices with clients.

“It’s one thing for me to say that I think [someone’s] depression can be cured by eating three grapes a day, but where am I getting that from? Just because it’s my belief?

It’s not ethical for me to just put that into practice with a client whose life may depend on that [recommendation] unless there’s evidence to support it.”

With no clear consensus on the issue being reached, Schulenburg summed up the issues at hand and the need for ongoing discussions on the matter at CIC and elsewhere.

“What ends up on the estimate to the consumer is not at all reflective of the part that comes in the box, the part number that’s on it or what goes on their vehicle, and that’s what we’re trying to avoid. I think we really need to be careful about decisions we make on what we call parts and the unintended consequences down the line.” H&D

Executive Director’s Thoughts

The parts debate is very obviously full of selfish interests, but I’m with Jeff that the consumer needs a clear and direct definition so that terminology is not confusing to them or puts them or their vehicle in harm's way. It is paramount that they come first; WMABA has always had a very consumer-driven focus, which we feel aligns with what is also best for repairers.

- Jordan Hendler

January 2020

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January 2020

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January 2020

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Real talk on real issues.

COVER

STORY A FOCUS ON ASSOCIATION LEADERSHIP: AN INDUSTRY ROUNDTABLE DISCUSSION

PROTECTING CONSUMERS AND THE COLLISION INDUSTRY

MASSACHUSETTS

Why join a collision repair or mechanical association? What are the major goals these groups aim to accomplish? How can members make the most out of their dues? Where is the industry going from here? To find answers to these questions, we sat down with WMABA President Torchy Chandler, Alliance of Automotive Service Providers of Massachusetts (AASP/MA) President Molly Brodeur, Alliance of Automotive Service Providers of New Jersey (AASP/NJ) President Jerry McNee, Auto Body Association of Texas (ABAT) President Burl Richards, Alliance of Automotive Service Providers of Minnesota (AASP-MN) President Carl Thomas and Wisconsin Auto Collision Technicians Association Ltd. (WACTAL) President Larry Terrien for a frank and in-depth discussion on what they each see as the biggest problems facing the field and how being involved in a state group can improve conditions for everyone.

Hammer & Dolly: What is the primary focus of your association on behalf of your membership?

Torchy Chandler: The main objectives for WMABA are preventative advocacy, educating our members and industry at large and disseminating priority or actionable information. We keep on top of local legislative and regulatory discussions and work alongside our affiliate associations on initiatives that benefit the entire industry.

Molly Brodeur: Our primary focus is education. We strive through our monthly membership meetings, our weekly tip emails, our bi-monthly newsletter and our monthly publication, New England Automotive Report, to educate our membership on a variety of topics that impact their businesses every day. Whether it be estimating tips and tools, negotiation skills, the technology evolution or total loss settlements, we are constantly adding to our members’ wheelhouse so they can effect change in their businesses.

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January 2020

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COVER STORY Jerry McNee: Support, education, collaboration and sharing information. There is definitely strength in numbers, and we achieve that through the training programs that we sponsor and put together, among other things.

We give back to the industry. At the end of the day, we all volunteer to look out for the good for our community and our customers. Without AASP/NJ, we wouldn’t fare as well as an industry.

Burl Richards: Education is the first thing that comes to mind. We do that on various levels.

We educate shops by providing them with industry leaders and OEM information and stress the need for proper and safe repairs. I believe that if they do that, it takes care of a lot of our industry’s issues. If every shop was looking up all the OEM procedures and focused on fixing the vehicle properly, this industry would change overnight. They would find out quickly that fixing a car properly takes a large investment. All of these shops that supposedly don’t ask for processes and procedures would have a different outlook and attitude. Secondly, we educate legislators on the issues we’re dealing with. Of course, we can’t have any success with that unless we’re also educating the consumer.

Carl Thomas: Our primary focus is all about providing the best possible outcome for businesses, whether they are collision repair or mechanical. We’re here to ensure the success, profitability and longevity of our industry.

Larry Terrien: Our mission is to help provide a future for the collision repair industry. We do this by providing many member benefits, such as business insurance, a personal concierge program that directs customers to member shops, several retail discount programs, credit card processing, web design/hosting, a customer service survey [CSS] program, consumer brochures/signage, conferences/trade shows, a scholarship program and lobbying efforts.

H&D: What are some of the biggest issues impacting your members at the state level, and how has your association worked to identify and address them?

TC: Insurer relations issues come up weekly, if not daily. We assist with useful information or contacts at higher-than-local levels. Many times, this will also involve the consumer. There are changes in technology for vehicles that happen daily, and helping repairers stay on top of that is a

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high priority. Helping to offset the cost of doing business is also a focus of ours, and utilizing benefit programs is one way our shops can take advantage of their membership.

MB: The biggest issue affecting members at the state level is the Labor Rate. With the lowest reimbursement rate in the country, our members are challenged to invest in their businesses and properly train and retain technicians. Last year, in partnership with National AutoBody Research, we’ve launched the first Variable Rate Survey in Massachusetts.

Members have responded quickly, and we surpassed our goal of 313 completed surveys, which gives it ‘bulletproof’ status with a 95 percent confidence level and a five percent margin of error. As we have over the last 12 years, we continue to lobby this issue at the State House with the filing of our Labor Rate Bill.

JM: We’ve tried to set up meetings with the New Jersey Motor Vehicle Commission for body shop licensing and with the New Jersey Department of Banking and Insurance, legislators and lobbyists on other issues. The insurance companies are chipping away at these entities to get what they want, so we need to be doing the same. To do this, we need more involvement from our members. That piggybacks off your previous question; we want to give back to the community and our members, but we need them to give back to us. Without our presence at the table, insurers create a one-sided version of what is going on.

BR: Quite honestly, under-indemnification by insurers for safe and proper repairs is the biggest issue. Unfortunately, it’s all based on the ‘prevailing’ rate because of the language in the insurance policies. The Texas Department of Insurance won’t follow up and do its job. This leads to the fact that we need specific legislation that identifies that issue. The shops that are trying to get things done are being under-indemnified. I get calls all the time from members who say, ‘This insurance company is refusing to pay for this.’ Members are looking for help with how to deal with this and other problems.

CT: Staffing is the largest issue in this industry right now. Trying to find quality technicians is a struggle – which I’m sure is the case in any trade. We have a lack of people getting involved in the industry.

Addressing that will be the biggest thing for the sustainability and success of our businesses. AASP-MN started the Minnesota Careers in Automotive Repair and Service [MNCARS] initiative, which aims to get younger people – and everybody else – involved in the industry. We have a lot of different points of contact, including car shows, schools, trade seminars and anything else that might help get more people involved in understanding what this industry has and what we can provide.

LT: One of our most recent efforts was successfully passing legislation that specifically allows us to replace information labels on vehicles that contain the VIN. Before this legislation, this was a grey area that was sporadically enforced by law enforcement depending on their interpretation of the existing statutes.

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H&D: What are some issues occurring nationally that are of particular interest/concern to your association and membership?

TC: Everything national becomes local before we know it! We attend all the national meetings to get the latest developments around the industry as well as advocate our association’s position to the highest of company or entity representatives. Changes in scanning and diagnostics are of great interest to us, as are any changes in OEM certification programs.

We all know our industry can change in the blink of an eye.

MB: We are actively monitoring various legislative efforts across the country that aim to establish OEM-recommended/required procedures as the standard of repair, as we feel these efforts have the potential to better ensure the safety of collision repair consumers. Also, we’ve been following ongoing national discussions at the Collision Industry Conference [CIC] and elsewhere in regard to the classifications and definitions of ‘Opt-OE,’ ‘Alt-OE’ and ‘Surplus OE’ parts. Anything that adds ambiguity and potential liability to the parts-selection process is of great concern to us.

JM: The biggest thing is performing safe and proper repairs. Some of the shops in this country have had enough. They’re being bullied, but I see more of them taking a stand for what’s right for the consumer. It’s a fine line between taking a stand and being profitable and just rolling over, but the best shops are looking to do repairs correctly. The shop is liable for the repairs – nobody else.

BR: The biggest national issue I see is that not all parts are of like kind and quality. There is a difference between an OEM part and an aftermarket part. From ABAT learning what other associations are doing in other states on this and other matters, we don’t have to reinvent the wheel if someone else has done something that has been successful. I think being out there with other associations like the Society of Collision Repair Specialists [SCRS] that are really on top of the collision industry on a daily basis has really helped us learn what’s going on.

CT: That’s a vast question. I’m sure that the workforce issue is applicable to any state. I highly doubt there are shops in Arkansas or Washington that are saying, ‘We have so many technicians that I don’t know which one to hire.’ Obviously, Right to Repair continues to be a major fight for us, and we have a lobbyist who works with us in our state to try to help improve that situation.

LT: The rapidly evolving technology of the automobile and the need for scans and calibrations is probably the most obvious one. In many cases, it is difficult to get insurance companies to pay for scans, even though almost all manufacturers have position papers on the importance of them. Short-pays, Labor Rate discrepancies and steering are just some of the many other insurance company issues that we deal with.

H&D: In a perfect world, how would you and your association define an appropriate shop/insurer relationship?

TC: An appropriate shop/insurer relationship should first and foremost put the customer/policyholder first. The shop – if negotiating repairs – is responsible for ensuring a safe and proper repair, which includes proper procedures, parts procurement and more. The insurer is responsible for making the policyholder ‘whole,’ which to us means reimbursing for that safe and proper repair while supporting industry best practices for usage of OEM recommendations or requirements. In disagreements, there should be straightforward processes for remediating the problems, including fair and transparent escalation steps. An example of that is the appraisal clause and using that for the benefit of mediation.

MB: An ideal relationship would have an understanding of each other’s roles in the repair process. As the repairer, the vehicle owner is our customer, and we are charged with repairing the vehicle to pre-loss crash worthiness by utilizing our trained expertise and the proper equipment guided by the OEM repair procedures. The insurance company is obligated to indemnify their policyholder and pay for the required repairs to the vehicle.

JM: Essentially, a good shop-insurer relationship would have an insurance company – especially upper management – realize they can’t condense, restrict, hold back or neglect some of the things that need to be done. Include procedures and hourly rates in that. Many shops are giving it away for free – which the insurance companies expect. We’re at a pivotal point in business where our costs are continuously increasing, yet the insurance companies are unwilling to move. There has to be an understanding between the insurer and the shop; they have to understand this can’t continue to strangle this industry.

BR: The shop would provide supporting documentation from the OEMs, I-CAR and the estimating database – basically a blueprint – that outlines all necessary safe and proper repairs. The shop would repair the vehicle based on that information in addition to its expert opinion, as they are the ones liable for the repair. The insurer then indemnifies the insured or claimant and walks away. The insurance company is the bill payer, not the repair professional. Stop letting them dictate the repair.

LT: In a perfect world, both body shops and insurers would understand who their customer is and always put their interests first. Body shops would understand that it is their job to repair the vehicle to the best of their ability and that they bear 100 percent of the liability for those repairs for the life of the vehicle. Therefore, they would always use all of their knowledge and expertise and all of the resources available – OEM recommendations, position papers, etc. – to perform these repairs properly. Body shops would never allow a third party to influence how these repairs are made.

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COVER STORY

Insurance companies would always understand that their only job is to compensate the shop that their customer chose for the repairs. They would understand that it is not their job to direct customers to a particular shop, source parts and dictate what parts are used, prescribe repair methods and procedures, say what they will pay for Labor Rates, parts markup or what have you or to dictate what day of the week to begin repairs and how long the job will take.

H&D: When working to gain new members, how do you answer the question, “What does your association do for me that I can’t do on my own?”

BR: The association provides education seminars and classes by providing industry experts who teach and train us on all facets of repairs, technology and latest trends, including new advanced materials and vehicle engineering. We also fight for our industry by trying to pass new legislation that will make it easier for shops to repair vehicles properly without the friction costs associated with constantly battling insurance companies for proper compensation for safe repairs.

Shops need to communicate with and learn from each other. They can also carry a small part of the load by getting behind a specific issue they are passionate about, whether it be helping with legislation, education, fundraising or working with the colleges that are training new auto body technicians. There are many other important issues to get behind through the association. If everyone does their part, then everyone can contribute and take the load off the few who tend to carry the weight.

TC: WMABA is present at national collision industry meetings, such as the Society of Collision Repair Specialists’ [SCRS] Open Board Meeting and member events, Collision “Go to meetings, Industry Conference [CIC] meetings, SEMA, understand the benefits, ® AASP/NJ’s NORTHEAST Automotive Services CT: The reward programs more than pay for the be involved, get on a membership, but the real value is in the networking.

Show and more. We build national contacts with committee or, better yet, We recently had a Roundtable with 20-plus members, both vendor and insurance representatives. We run for the Board. We are and not one person walked away without taking have an ability to escalate industry issues and not a club; we are just a something with them and having a good time. Our member inquiries to the highest levels. No one shop group of people trying to Leadership Conference every April is a must-attend for would be able to do that themselves without anyone who is serious about this industry. thousands of dollars and hours of investment. That make positive strides for said, if you want to attend any of those functions or everyone.”

LT: When discussing membership in the association get help with a problem, then we can connect you - Torchy Chandler with potential members, I always use the old adage, efficiently and also with the ability to remain “United we stand, divided we fall.’ There is definitely strength in numbers; anonymous if needed. Our scope of contacts and information far together, we can accomplish things that individual shops could never exceeds one person’s ability; we work together to create these networks hope to do. For instance, WACTAL has its own lobbyist who keeps us when assistance becomes necessary. informed on legislation that affects our industry and has been very instrumental in helping us pass several bills.

MB: Belonging to an association provides shop owners with education, One of the biggest benefits we provide is education – not only training, tools and the knowledge they are not alone. There is strength in numbers. When you are able to tap into the wealth of resources from not education for shops through seminars, trade shows, newsletters and our publication [Wisconsin Automotive News], but also providing education only the association but the member shop owners, you are able to make for consumers through our website and helping members educate the sound business decisions for your shop. ‘All for one and one for all’ is insurance industry. We also educate legislators and the insurance how we are going to help each other ensure vehicles are repaired commissioner on issues that we deal with. One other thing that gives us properly and we are compensated for these highly skilled repairs. the power of numbers is the many member benefits that we offer. If member shops utilize these benefits and discounts, they can more that JM: That’s a great question. I spoke to a shop owner yesterday; he was offset their cost of membership. very successful years ago, and he worked very hard to make insurers happy. He said to me, ‘The things I have to go through…What are you H&D: What are some of your association’s biggest goals for 2020 doing?’ I replied, ‘Have you heard of the Variable Rate Survey? Do you and beyond? know about the Database Enhancement Gateway [DEG]? Are you a member of the association?’ He answered, ‘No.’ I told him, ‘You have to TC: We want to bring the best education the industry has to offer with our come out of your cave! You need to be a member and get involved.’

Collision Professional Repairer Education Program [Collision P.R.E.P.] at We’ve put on more training classes and seminars in our members’ the NORTHEAST Automotive Services Show in 2020! We want to see backyards in the past 12 months than we have in years. It’s a benefit to measurable changes in getting new people into our industry. We want to shops to come out, listen to somebody else’s experiences and affect our repairers’ ‘HR’ by working on apprentice programs and the cost successes and share their own. You can’t sit back and cry about it; get up and do something about it. If you don’t, then you’re the problem. Don’t of employees. blame the insurer.

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January 2020

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COVER STORY

MB: It’s two-fold. We are hyper-focused on addressing the Labor Rate issue, and our goal is to begin utilizing the survey to effect change at the state and shop level. The second tier is continuing to grow membership. The more shops we can bring into the fold, the better educated our industry as a whole will become. The more shops and technicians AASP/MA represents, the louder our voice becomes.

JM: One goal is to keep addressing the paint and materials accounting issue. We worked hard to get the use of a paint and materials cost accounting system in place, but some shops let that lapse and insurers stood back and said, ‘They’re not asking for it, so we’re not paying.’ We’d like to see more shops use the P-Pages to write their estimates for proper compensation and get involved with the Variable Rate System to see what others are getting paid. Shops have a lot more rights than they truly understand when it comes to repairing cars. Without getting educated or seeking explanations, a lot of them don’t know how much ammunition they really have.

BR: We want to continue educating legislators and doing things to prepare ourselves for the next legislative session so that we can hopefully get some things changed.

CT: Our biggest goals revolve around individual participation and getting more of our members to attend events, including our Leadership Conference. We’ll be working harder to get people more involved in what we do on a monthly, quarterly and annual basis. Another goal is to

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January 2020

continue to provide benefits to our members, and a lot of that will come from face-to-face interaction that can help us grow and further develop our membership.

LT: One of the goals is to get more shops involved in the association.

Now more than ever, it is vitally important for shops to get involved and to take advantage of all of the benefits that WACTAL has to offer.

H&D: What is the best way for a member of your association to get the most out of being involved in the group?

TC: Go to meetings, understand the benefits, be involved, get on a committee or, better yet, run for the Board. We are not a club; we are just a group of people trying to make positive strides for everyone. There’s no special magic there – just your average Joes doing their best. My dad always told me, “You get what you give,” so get involved.

MB: Attend meetings! Our meetings are held all around the state, and our executive director, Lucky Papageorg, has done an amazing job of presenting timely, educational and informational sessions. This adds to the camaraderie and relationships that develop from attending the meetings and interacting with fellow shop owners.

JM: Attend and support AASP/NJ seminars and classes. Ask questions.

Attend AASP/NJ’s annual NORTHEAST® Automotive Services Show to network and learn from fellow members. None of us are enemies.

People use the word ‘competitors,’ but we’re not. There’s enough work for everybody out there. I encourage members to pick up the phone and communicate. If they have a question, they shouldn’t be afraid to ask it.

I’ve been in business for 32 of the 42 years I’ve been in this industry, and I don’t know everything. I’m still learning every day. You have to be willing to pick up the phone, come to the meetings, bring questions, help support each other and look out for the industry. This ‘what’s in it for me?’ approach isn’t working.

BR: Come to our local association meetings. We have approximately three meetings a year and our Trade Show. Also, network with other ABAT members – whether it be through an email or a phone call.

Participate in our ABAT events, because our Board members put in a lot of time and effort getting these meetings together. If [members] would just participate in the events we offer, I think their issues would take care of themselves.

CT: This is an easy question! Get involved. There are really two primary reasons why people get involved in AASP-MN. One would be the vendor discounts we offer, including health insurance and uniform discounts. The second and more important reason is to become more active in your industry and everything we provide to it. Our Leadership Conference is fantastic. The best way to get the most out of it is to put even a little bit into it. Show up for events and get to know other people.

We’re all dealing with the same issues. The networking side of AASPMN has been the best thing for me and really the reason why I’m in the position I am with the group right now.

LT: One of the best ways for shops to get the most out of their membership is to utilize the benefits that we offer. The meetings are always open to all members, and this is probably the best way for them to get involved and participate in giving the Board direction. H&D

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INDUSTRY

ADVICE

Do you have a question for Mike? Contact Hammer & Dolly Editorial Director Joel Gausten at joel@grecopublishing.com or (973) 600-9288, and we’ll ask him in a future issue.

ASK MIKE Has the Industry Learned from John Eagle?

This month, we “ASK MIKE” for his thoughts on whether the industry has increased its use of OEM repair procedures in light of the John Eagle verdict. We at Hammer & Dolly hope you find this 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 subsequent issue.

Hammer & Dolly: It’s been a couple of years now since the John Eagle verdict.

Through your travels since that time, what have you seen in the industry in regard to a philosophical change in how shops are approaching repairs in light of the consequences that shop had to face after performing improper work?

Mike Anderson: That verdict was a shot across the bow for the industry. I think it awakened a lot of people to the liability exposure they have. However, the scary part is I don’t think it’s taken hold with the entire industry. I get a lot more calls from shops saying, ‘The OEM procedures say I need to do this? How do I handle it?’ I definitely think it’s created awareness in the industry, but I’m truly sorry that it took an event like that to get us where we’re at. On the flipside, it’s still a battle out there between shops and insurers. I do believe shops are more serious about safe and proper repairs, and I think the OEMs have done a lot more. I’m very blessed to do training for several OEMs in regard to estimating training, and some of these OEMs are offering more resources and support to collision repairers.

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In our “Who Pays for What?” survey, we’re seeing an increase in people researching OEM procedures all the time, but it’s still only about 30 percent. It needs to be 100 percent. Although the minority has heard the message, the majority still hasn’t heard it or taken action. That is concerning to me.

H&D: Clearly, the John Eagle case was focused on the lack of OEM procedures during the repair process. As shops perform OEM procedures, a major component of that is documenting what they’re doing along the way and demonstrating why those operations were done. Ultimately, the shop deserves compensation for that work. Have you seen those shops that make documentation a regular practice find greater success in their negotiations with insurers, or is it still a daily struggle for them?

MA: It depends on the items being requested.

I’m seeing more shops getting paid for scanning and calibrations, which is good.

There is less of a friction point there. Some OEMs like Subaru and Nissan say you have to R&I several components, inspect the SRS connectors or measure steering columns.

There are still a lot of things out there that the OEMs state need to be done that shops are still getting a lot of pushback from insurers on.

I’d say shops are getting reimbursed for 70 percent of the items they’re asking for, but there’s still 30 percent. These are very serious circumstances in the repair that need to be performed. Shops are being forced to charge

the customer the difference.

Not only is it about performing the procedures, but it’s also about looking up the information. I’ve talked to many shops that consider it critical time devoted on the floor to get that information, and they believe there is a monetary value to those efforts.

H&D: What do you see in terms of shops actually charging for the administrative time it takes to track these things down?

MA: There are two components to researching OEM procedures. There is the subscription fee – where you have to pay to access the information – and then there’s the administrative time. According to our “Who Pays for What?” surveys, less than 20 percent of shops are getting reimbursed for that.

About 60 percent are not even asking for it. I think understanding this as a billable item is still kind of new for the industry. I always go back to four negotiation questions: Is it required?

Is it included?

Is there a pre-determined time?

If not, what is it worth?

If it’s required, that’s absolute. Is it included? I would encourage shops that are being told that something is included in the cost of doing business to submit an inquiry to the Database Enhancement Gateway [degweb.org]. The administrator, Danny Gredinberg, will reach out to the Information Providers. I think there are already some DEG inquiries that clearly state that researching

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Keeping shops and consumers safe.

OEM procedures is a not-included operation. If you’re a Nissan-certified shop, you automatically get free access to Nissan TechInfo. If you’re a Toyota-certified shop, you automatically get free access to Toyota info. If you’re not certified, you have to pay a subscription fee. If you pay for it for a few days, then you need to invoice for that. If you pay x amount of dollars to subscribe to a specific OEM website for a year, then figure out how many of those cars you do.

Just like we have an average HAZMAT charge, you can determine your average Toyota, Nissan or Fiat Chrysler charges for OEM procedures.

With administrative time, some shops charge based on the actual time spent, while some shops allot a certain amount of time for every page reviewed. I’ve also seen some shops that have a dedicated person to research OEM procedures, and that’s a full-time job.

It’s great if we can get the customer to send us photos of the vehicle before they’re scheduled to drop it off so we can get a jumpstart at researching the things that are obvious. If we see that a car needs a bumper or a fender, we can go ahead and research those procedures. When we disassemble the vehicle, we can research the rest. I think the model of the future will be having a dedicated person to research those OEM procedures. H&D 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).

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Conquest your Mitsubishi parts needs!

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Genuine Volkswagen Collision Parts Are a Call or a Click Away.

The best repairs start with the best shop-supplier relationship. Contact the following Authorized Volkswagen dealers by phone, fax or email to get the parts you need, when you need them.

Alexandria Volkswagen 107 West Glebe Rd. Alexandria, VA 22305 703-684-7007 Fax: 703-684-4138

Fitzgerald Volkswagen 114 Baughmans Lane Frederick, MD 21702 Toll Free: 800-545-4745 Fax: 877-696-1841

e-mail: parts@alexandriavw.com

e-mail: parts@fitzmall.com www.fitzparts.com

Karen Radley Volkswagen 14700 Jefferson Davis Hwy. Woodbridge, VA 22191 703-550-0205 Fax: 703-643-0081

Ourisman Volkswagen of Bethesda 5415 Butler Road Bethesda,MD 20816 301-652-2452 Fax: 301-652-2589

Fitzgerald Volkswagen of Annapolis 34 Hudson Street Annapolis, MD 21401 Phone: 410-224-4636 Fax: 410-224-4264 www.fitzmall.com

King Volkswagen 979 North Frederick Ave. Gaithersburg, MD 20879 Parts Direct: 240-403-2300 Fax:240-403-2398

Ourisman Volkswagen of Laurel 3371 Ft. Meade Rd. Laurel, MD 20724 Phone: 301-498-6050 Fax: 301-498-0157

e-mail: parts@vwking.com www.vwking.com

www.laurelvolkswagen.com

e-mail: vwwholesale@ourisman.co

“Volkswagen“ and the Volkswagen logo are registered trademarks of Volkswagen AG. ©2020 Volkswagen of America, Inc.

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Ourisman Volkswagen of Rockville 801 Rockville Pike Rockville, MD 20852 Parts Direct: 301-340-7668 Toll Free: 855-417-4511 Fax: 240-499-2488 e-mail: rockvilleparts@ourismanautomotive.com www.ourismanvolkswagenofrockville.com

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

Position Your Business as a Leader!

OFFICERS

VICE PRESIDENT: Bill Hawkins hawkinswilliamjr@gmail.com 510-915-2283

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

SECRETARY: Phil Rice phil@ricewoods.com 540-846-6617

BOARD OF DIRECTORS

PAST PRESIDENT: Mark Schaech Jr. markschaech@gmail.com 410-358-5155

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

Rodney Bolton rbolton@aacps.org 443-386-0066

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.

EXECUTIVE DIRECTOR: Jordan Hendler jordanhendler@wmaba.com 804-789-9649 Kevin Burt kevinburt@walkermillcollision.com 301-336-1140

Ben Gibson bgibson@richmondmarinecenter.com 804-355-8151

Don Beaver don.beaver3551@gmail.com 443-235-6668

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

Danny Szarka danny@dynamiccollisionservices.com 410-500-9200

Steven Krieps srkrieps@live.com 304-755-1146

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Superior service starts with superior parts.

Rely on what Mazda drivers already know-Genuine Mazda parts extend a car's life.

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Nu Car Mazda 172 North Dupont Hwy. New Castle, DE 19720 Toll Free: 800-346-5283 Fax: 302-322-7135

Ourisman Mazda of Rockville 801 Rockville Pike Rockville, MD 20852 Parts Direct: 301-340-7668 Phone: 855-417-4511 Fax: 240-499-2488 e-mail: rockvilleparts@ourismanautomotive.com www.ourismanmazdaofrockville.com

Fitzgerald Mazda of Annapolis 1930 West Street Annapolis, MD 21401 Toll Free: 866-280-8022 Phone: 410-224-4636 Fax: 410-224-4264

Fitzgerald Mazda 114 Baughmans Lane Frederick, MD 21702 Toll Free: 800-545-4745 Fax 877-696-1841 E-mail parts@fitzmall.com www.fitzparts.com

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www.fitzmall.com

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ADVERTISERS’ INDEX AkzoNobel........................................25 Antwerpen Toyota............................35 ATI....................................................21 Audi Group ......................................22 Axalta ..............................................IFC BASF ..............................................13 BMW Group ....................................4 Chesapeake Automotive Equipment ......................................42 Collision Consultants of Florida ......37 Cowles Nissan ................................10 Crashmax Equipment ....................33 Empire Auto Parts ..........................42 Fairfax Hyundai ..............................21 Ford Group ......................................30

info@chesautoequip.com www.chesautoequip.com

GM Parts Group ..............................31

Sales, Service & Parts Honda Group ..................................23 Hyundai Group ................................17 Koons Ford......................................41 Malloy Hyundai................................15 Mazda Group ..................................40 MINI Group......................................29 Mitsubishi Group ............................36 Mopar Group ..................................41 Nissan Group ..................................33 Nucar ..............................................5 Packer Norris Parts ........................IBC Porsche Group ................................16 PPG ................................................OBC Reliable Automotive Equipment......7 Spanesi............................................19 Subaru Group..................................36 Toyota Group ..................................32 USI of North America ......................11 VW Group........................................38 Wheel Collision Center....................35 ZB Negotiations ..............................19

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