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Collision Repair Meets Chipotle
June 2018 Volume 12, No. 6 $5.95
A New Breed of Tech Who Pays for What?
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What do they all have in common?
Everyone needs a COACH! VeriFacts Coaching Program What is it? • Highly trained collision repair professionals provide one-on-one technician coaching and on-the-job assistance, using positive reinforcement methods, delivered right to the their stall during normal working hours. • Focused on helping technicians quickly reach their full potential by identifying skill and information gaps to ensure proper utilization of the latest collision repair methods. • Unique and in-depth approach to improving collision repair quality and processes.
Program Components • Once a month, a VeriFacts Coach visits the shop to provide in-shop, hands-on technician coaching on the latest repair methodologies. The Coach will also present a “Topic of the Month” that highlights a new repair technique or subject of interest.
Other Program Benefi fitts • Access to a toll-free “technician hotline” you can rely on for assistance • Reduces warranty claims and customer come-backs and increases CSI • Convenient, cost effective and comfortable way to keep technicians up-to-date on the latest repair methodologies • Improved internal quality control
For more information, contact
800.381.3447 www.verifactsauto.com Email: email@example.com
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CONTENTS June 2018
32 COVER STORY A TOXIC WORKPLACE: HOW TO KEEP YOUR EMPLOYEES SAFE AND YOUR SHOP FINE-FREE
Health, hazards and avoiding OSHA. BY JOEL GAUSTEN
Pictured: Technician Chris Feather (Cover image features Painter Shawn Powell)
LOCAL NEWS 20 GAITHERSBURG HIGH SCHOOL NAMED OFFICIAL TRAINING SITE FOR I-CAR An area school reaches new heights.
NATIONAL NEWS 24 SCRS STRENGTHENS FOCUS ON OEM PROCEDURES, EDUCATION INITIATIVES
Repair information and training drives national agenda.
26 CIC CALLS FOR A NEW BREED OF TECHNICIAN
The definition of collision repairer is changing.
NATIONAL FEATURE 28 HIGH QUALITY, HIGH RETURNS: WHAT BODY
SHOPS CAN LEARN FROM CHIPOTLE Business lessons from a Mexican food giant.
BY JOEL GAUSTEN
INDUSTRY ADVICE: ASK MIKE 36 WHAT ARE THE “WHO PAYS FOR WHAT?”
Calendar of Events Editor’s Message JOEL GAUSTEN
Executive Director’s Message JORDAN HENDLER WMABA Sponsorship Page Industry Pulse DON BEAVER
What’s WMABA Up To? WMABA Membership Application Advertisers’ Index
An industry legend provides real-world financial info. Stock Images © www.istockphoto.com
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Industry training opportunities and don't-miss events.
June 19, 2018
PLASTIC & COMPOSITE REPAIR Tidewater Community College, Chesapeake, VA
CLASS LISTINGS June 6, 2018
AUTOMOTIVE FOAMS Fairfield Inn & Suites, Easton, MD FULL-FRAME PARTIAL REPLACEMENT Hilton Wilmington/Christiana, Newark, DE
June 7, 2018
MEASURING Tidewater Community College, Chesapeake, VA STEEL UNITIZED STRUCTURES TECHNOLOGIES & REPAIR (EVENT FULL) Auto Parts Plus (formerly Uni-Select USA), Baltimore, MD
June 12, 2018
STEERING & SUSPENSION DAMAGE ANALYSIS Tidewater Community College, Chesapeake, VA
June 14, 2018
STEERING & SUSPENSON DAMAGE ANALYSIS Alexandria Training Center, Alexandria, VA
June 20, 2018
STRUCTURAL STRAIGHTENING STEEL Hilton Wilmington/Christiana, Newark, DE
June 21, 2018
STEERING & SUSPENSION DAMAGE ANALYSIS FinishMaster, Fredericksburg, VA SQUEEZE-TYPE RESISTANCE SPOT WELDING Tidewater Community College, Chesapeake, VA
June 26, 2018
ADHESIVE BONDING Tidewater Community College, Chesapeake, VA
July 3, 2018
CORROSION PROTECTION Tidewater Community College, Chesapeake, VA
July 5, 2018
REPLACEMENT OF STEEL UNITIZED STRUCTURES Tidewater Community College, Chesapeake, VA
July 11, 2018
AUTOMOTIVE FOAMS Hilton Wilmington/Christiana, Newark, DE
I appreciate WMABA working on my behalf at the state capitol(s)! Here is my contribution to the legislative efforts.
ADHESIVE BONDING RMS Pro Finishes, Charleston, WV COLOR THEORY, MIXING TONERS & TINTING RMS Pro Finishes, Charleston, WV
July 12, 2018
WHEEL ALIGNMENT & DIAGNOSTIC ANGLES Alexandra Training Center, Alexandria, VA SECTIONING OF STEEL UNITIZED STRUCTURES Auto Parts Plus (formerly Uni-Select USA), Baltimore, MD
July 19, 2018
ALUMINUM EXTERIOR PANEL REPAIR & REPLACEMENT Tidewater Community College, Chesapeake, VA
July 25, 2018
MEASURING Hilton Wilmington/Christiana, Newark, DE
July 26, 2018
FULL-FRAME PARTIAL REPLACEMENT FinishMaster, Fredericksburg, VA UNDERSTANDING THE CYCLE TIME PROCESS Tidewater Community College, Chesapeake, VA REPLACEMENT OF STEEL UNITIZED STRUCTURES Auto Parts Plus (formerly Uni-Select USA), Baltimore, MD
www.i-car.com or (800) 422-7872 for info
P.O. Box 3157 â€¢ Mechanicsville, VA 23116
Name: ______________________________________Company: __________________________________ Address: __________________________________________________________________________________ City:____________________________________________State: ______________________Zip: ________ Phone:
Donation Amount: Check Enclosed
Credit Card (Visa, Amex, MC)# __________________________________________________________ Exp: ________
Name on Card: ______________________________Signature: __________________________________ 6
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(973) 600-9288 firstname.lastname@example.org
MESSAGE WHAT STUDENTS CAN TEACH US With the start of summer just a few days away, it’s very possible you’ve been contacted by a few recent graduates of your area vocational school looking for jobs. Perhaps you’ve even had a few of them working at your shop for quite some time thanks to a co-op program. Either way, if you’ve dealt with new employees from this current generation in the last few years, you know that their perspectives on this industry and what it can offer them are very different from what you’ve heard from employees in the past. I often hear complaints from shop owners that today’s students are too focused on instant gratification. A lot of folks tell me, “They all want to become managers the second they leave school; they don’t want to take the time to pay
WMABA OFFICERS PRESIDENT
IMMEDIATE PAST PRESIDENT
Torchy Chandler email@example.com 410-309-2242 Bill Hawkins firstname.lastname@example.org 410-349-2578 Barbara Chase email@example.com 301-855-5525 Phil Rice firstname.lastname@example.org 540-846-6617 Mark Schaech, Jr. email@example.com 410-358-5155
BOARD OF DIRECTORS
Don Beaver (firstname.lastname@example.org) 443-235-6668 Rodney Bolton (email@example.com) 443-386-0066 Kevin Burt (firstname.lastname@example.org) 301-336-1140 Barry Dorn (email@example.com) 804-746-3928
Ben Gibson (firstname.lastname@example.org) 804-355-8151 Steven Krieps (email@example.com) 304-755-1146 Ashley Kruger (firstname.lastname@example.org) 804-285-8045 Danny Szarka (email@example.com) 410-500-9200
EXECUTIVE DIRECTOR Jordan Hendler (firstname.lastname@example.org) 804-789-9649 WMABA CORPORATE OFFICE P.O. Box 3157 • Mechanicsville, VA 23116
their dues.” These days, it’s hard to convince anyone entering the workforce – even in industries that have nothing to do with automobiles – that it usually takes a few years to gain serious traction in their chosen profession. Someone who was at the top of their collision repair class in school may end up being assigned clean-up duty at your shop. Demoralizing? Possibly, but it doesn’t have to be that way. What’s important for these younger professionals to realize is they’re taking an allimportant first step into a greater world. Sure, it’s not always glamorous, but they’re in the building – and they’re working. This is the greatest thing you could ever stress to an eager tech school grad who just started working for you. You shouldn’t think of them as newbies who should be lucky to have a paycheck at this early stage; it’s up to you to convince them that this is a line of work worthy of the perseverance and patience it takes to succeed. My experiences with auto body students all over the country have taught me that these kids have more to offer your facility than you might realize. Yes, many of them are glued to their tablets and smartphones and text a million times a day – but that can actually have a positive impact on the collision repair field. These new technicians are not afraid of technology! While things like pre- and post-repair scanning and accident avoidance systems might be headscratchers for some veteran repairers, they are fresh – and probably exciting – concepts to someone in their early years who is anxious to embrace as many gadgets as they can. Vehicles are dramatically changing, but your new hires have the potential to grow alongside the changes that will continue to reshape the industry. Let’s not forget the vast online marketing and social media knowledge most of these kids already have, long before they step through your door. Just as a good employee should always be ready to learn, a good employer should always be ready and willing to learn from members of their staff – and that includes the new ones. Of course, these tech savvy repairers also need to be made to feel that they’re working towards a respectable goal. Does your shop strictly follow OEM procedures? Are you enforcing proper repair methods at every level of your tech team? Is your equipment up to date enough to handle the demands of the vehicles hitting your bay? If you expect your new techs to hand you their futures and stay the distance with you, then they need to know that you respect them – and your business – enough to always do the right thing. H&D
PUBLISHER SALES DIRECTOR EDITORIAL DIRECTOR CREATIVE DIRECTOR EDITORIAL/CREATIVE COORDINATOR
Thomas Greco email@example.com
Alicia Figurelli firstname.lastname@example.org
Joel Gausten email@example.com
Lea Velocci firstname.lastname@example.org
Kristen Dalli email@example.com
Donna Greco firstname.lastname@example.org
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 © 2018 Thomas Greco Publishing, Inc.
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Unsurpassed Quality. Genuine Hyundai Parts.
HYUNDAI IS PROUD OF ITS REPUTATION FOR QUALITY AND SERVICE.
SO ARE THE DEALERS AND BODY SHOPS WHO RELY ON GENUINE HYUNDAI PARTS.
TO MAKE CERTAIN THAT YOU GET THE RIGHT HYUNDAI PART, ASK FOR THE WHOLESALE PARTS SPECIALIST AT THESE FINE DEALERS. Buy Hyundai Parts.
For Genuine Hyundai parts, contact these Authorized Hyundai Dealers. Fairfax Hyundai 10925 Fairfax Blvd. Fairfax, VA 22030 Phone: 703-273-5188 FAX: 703-352-3115 E-mail: email@example.com
Fitzgerald Lakeforest Hyundai 905 North Frederick Ave. Gaithersburg, MD 20879 Phone: 301-670-4881 Fax: 301-670-1595
Malloy Hyundai 1880 Opitz Blvd. Woodbridge, VA 22191 Parts Direct: 703-490-8263 Fax: 703-490-3864 E-mail: firstname.lastname@example.org
Checkered Flag Hyundai 3033 Virginia Beach Blvd. Virginia Beach, VA 23452 Phone: 757-687-3463 Fax: 757-687-3468 hyundai.checkeredflag.com
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(804) 789-9649 email@example.com
PUTTING THE PERSONAL IN PERSONAL PROTECTION EQUIPMENT
Mike Rowe has a running joke about “safety third,” but he’s probably onto something. I recently went into a shop on an unrelated matter and walked right into a technician sanding a bumper without any protection at all. No eye wear (safety glasses or goggles), no respirator and no gloves. Nothing. I walked up to him and asked, “Excuse me, but if I were OSHA, I’d be laying down the fine right now. But since I’m not, shouldn’t you be wearing a respirator right now?” He knew he was caught. He shrugged knowingly, then dug his half-face respirator from his toolbox drawer. I then asked, “Isn’t that supposed to be stored in a bag when you’re not using it?” Again, he knew. I’m not saying this to beat anyone up (because I think it happens in nearly every shop in the world and is the reason why there are more fines for it than ever before), but I’d rather draw attention to the real issue: Why is it not a PERSONAL mission to protect one’s OWN health? Are these generally unhealthy people who throw caution to the wind?
Do they think all this safety equipment keeps them from doing a better or faster job?
Do they fully understand the potential ramifications of breathing, ingesting or absorbing harmful chemicals?
I tend to think it is a Superman complex found in many younger folks, but it is true of all people of all walks of life. A thought process that “it won’t happen to me” or “it’s just too much caution.” It even goes along with a little bit of bucking the system to defy management. We need to have ways to kill this logic before it kills our people. Isocyanates are REAL and DEADLY, and we should be doing everything in our power to help our techs and painters willingly protect themselves. Possibly explaining this in a different way, while still including the mandate (it is the law!), it might be helpful to emphasize taking pride and ownership over a healthy work life. It might be helpful if they know more about what it does to a body, how it enters the system and what ways we can all hold ourselves to a better standard. Incentivizing them being caught doing the right thing could make a difference! Who would turn down a
Starbucks or Chipotle gift card for getting caught being safe?! (No one.) This is part of everyday production while running an efficient repair facility. A lapse in compliance shuts down everything, whether by a random OSHA visit or a sick employee. Everyone suffers by not putting safety first. Perhaps the better Mike Rowe quote to aspire to is, “Happiness does not come from a job. It comes from knowing what you truly value and behaving in a way that’s consistent with those beliefs.” Perhaps addressing the values of our industry and how we take care of each other – even protect each other – should be the opportunity to improve the behavior of our people. Technicians and painters are hard to find, get and keep; we should protect them with the same relentless vigor as we would if another shop tried to take them away. Because if illness does, it really is no different. If you have a creative way you’ve gotten your team to buy into their safety, please share it with us – email, Facebook, phone – however you’d like. We’d love to hear your stories! H&D
Check the WMABA website and newsletters for regular updates and reports from the Executive Director’s perspective.
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YOU WMABA thanks their generous supporters of the
Corporate Sponsor Program for 2018!
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 firstname.lastname@example.org
LEVEL 2 Automotive Training Institute • Certified Automotive Parts Association
FinishMaster • Mid-Atlantic Paint & Supply National Coatings and Supplies • WheelsOnsite
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DEAR HAMMER & DOLLY:
With the complexity of today’s vehicles, pre- and post-repair scans are an absolute necessity. If you’re not performing these scans – and getting paid for them – then you are really leaving yourself and your shop in a position of liability. Do I scan? Do I not scan? Am I going to get paid? These are some of the many questions being asked – and sometimes answered – in the hundreds of media articles available in our industry. We as a collective industry need to petition each and every OEM to clarify in writing what is required and necessary – NOT what is “suggested” or “should be.” Many insurance companies are looking for loopholes to deny paying for these charges by making their own interpretations of OEM position statements whenever these documents lack clear and concise requirements. Some of their denials are due to statements that contradict the position with wording like, “If electrical components could have been damaged.” Well, who is qualified to determine “if”? I know I’m not an engineer, and I know I didn’t design or build that vehicle, so that eliminates me. I know that insurance companies, adjusters and supervisors may be tasked with determining what is required or what they will pay. All of
that brings us back to position statements and their context and verbiage. It cannot be up to interpretation. I also know that if you are not scanning each and every vehicle in your shop, it will end up biting you in your proverbial rear end. If you end up in a court of law for a reason that could have been prevented by scanning or by following OEM guidelines, judges and courts will not care if you were paid or not. WE are the experts, and we must perform our duties to our customers. I implore each and every one of you to do what is knowingly required and/or necessary when repairing vehicles. Follow OEM guidelines regardless of “interpretations” of third parties, and get paid for what you do. It’s a sue-happy world out here, and, as they should be, courts are more than happy to side with vehicle owners who are (or could be) put in dangerous positions because we didn’t get paid. Sincerely, Don Beaver Collision Center Manager Ourisman Chevrolet of Bowie Bowie, MD
H&D June 2018
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Diagnostically speaking, there is no substitute. Porsche technology. Porsche Genuine Service & Parts. Contact one of these authorized dealers. Porsche Bethesda 11990 Rockville Pike North Bethesda, MD 855-683-3144 Faxâ€ˆ301-945-4341 bethesda.porschedealer.com
Porsche Silver Spring 3141 Automobile Boulevard Silver Spring, MD 844-413-6929 Fax 301-890-3748 silverspring.porschedealer.com
Porsche of Arlington 3154 Jefferson Davis Highway Arlington, VA 703-684-8835 Fax 703-518-0467 arlington.porschedealer.com
ÂŠ 2018 Porsche Cars North America Inc. Porsche recommends seat belt usage and observance of traffic laws at all times.
Euroclassics Porsche 11900 Midlothian Turnpike Midlothian, VA 804-794-3399 Fax 804-794-9771 euroclassics.porschedealer.com
Checkered Flag Porsche 2865 Virginia Beach Boulevard Virginia Beach, VA 757-687-3483 Fax 757-687-3490 checkered-flag.porschedealer.com
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Find more association updates at www.wmaba.com.
WHAT’S UP TO? WMABA MEMBERSHIP: THE UN-SECRET PLAYBOOK It’s always a good time to get involved in WMABA. If you’re reading this, your first benefit is already being realized: Staying up to date on the news in our area and beyond.
Get Your Team Jersey Supporting WMABA is an investment in the future of your business and your industry. By becoming a member, you are represented in all the places the Board or executive director go. Whether at a trade show like SEMA, assisting with the SCRS OEM Technology Summit regarding certified repairs or locally at the state capitol meeting legislators or testifying at a hearing, your interests and the interests of all repairers are at the forefront. Though repairers often feel competitive, the association is a place for camaraderie and community. Here, we’re all on the same team. Get Educated WMABA offers issue-specific, topic-driven education throughout the year. Participation in special events and local meetings, such as the Audi Training Center-hosted seminar and tour, offers your business the best in opportunities to advance your understanding of changes within our industry.
The Playbook The association is your resource for all things related to your business. Whether you have a question about current Labor Rate data, operations, customer interaction, insurer relationships, vendor products or national news, your association is the place to ask first. Through our relationships nationally, we can even take issues to the forefront of places such as the Society of Collision Repair Specialists, Collision Industry Conference or national contacts for insurers and vendors. Locally, we research governmental regulations and oversight to make sure the repair industry is protected from any negative legislation. Represented in both Virginia and Maryland, WMABA proposes and opposes recommended bills that come into the legislature during open session. Also, we work with consumer-related entities, government agencies and other related industry organizations to ensure that the voices of the repairer and their customer are heard. Many repairers take advantage of the knowledge and community the association has for navigating situations that arise. A simple phone call or email can circumvent many issues our members encounter.
Call the Game As a member, you decide your personal level of participation. Do you have interest in committees that address particular issues you feel passionately about? Would you want to be a Board member and assist in guiding the direction of the association? How about sitting on the sidelines so you can focus on your own business? All answers can be correct! While WMABA would like to encourage your spirit of volunteerism, it is solely up to you at what level you get involved. The minimum is getting your membership. This year can WIN with your commitment to the betterment of your business and your industry. Sign up today! H&D
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Audi dealers strive to make you an Audi Genuine Parts fan •
Audi Parts Professionals are your subject matter experts on collision parts, replacement components and mechanical items.
Many Audi dealers offer technical service support hotline access that can reduce your repair times and help you meet an on-time promised delivery.
Installing Audi Genuine Parts contributes towards improved cycle time that makes both your customer and their insurance company happier.
Regardless of the age of your customer’s Audi, Audi dealers have access to over 200,000 part numbers. No other supplier comes close.
Helping you do business is our business. Order Audi Genuine Parts from these select dealers. Audi Arlington 3200 Columbia Pike Alexandria, VA 22204 703.739.7490 Fax: 703.684.8420
Audi Bethesda 5206 River Road Bethesda, MD 20816 Parts Direct: 240.762.5636 Parts Fax: 301.718.1847 www.audibethesda.com
Rockville Audi 1125 Rockville Pike Rockville, MD 20852 Parts Direct: 301.296.2870 Parts Fax: 301.762.5055 www.rockville-audi.com
Audi Owings Mills 9804 Reisterstown Road Owings Mills, MD 21117 Parts: 877-411-6825 Parts Fax: 410-372-3380 www.audiowingsmills.com
Audi Annapolis 1833 West Street Annapolis, MD 21401 Parts Direct: 443.482.3280 Parts Fax: 443.482.3281 www.audiannapolis.com
Audi Chantilly 14839 Stonecroft Center Court Chantilly, VA 20151 703.956.2100 Fax: 703.956.2139 www.audichantilly.com
Audi Silver Spring 3151 Automobile Boulevard Silver Spring, MD 20904 844.413.6929 Fax: 301.890.3748 www.audisilverspringparts.com
Audi Virginia Beach 2865 Virginia Beach Boulevard Virginia Beach, VA 23452 Toll Free: 800.277.2122 Parts Direct: 757.687.3483 Fax: 757.687.3490 www.checkeredflag.com
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THERE HAS NEVER BEEN A BETTER WAY TO BUY THE WORLD’S BEST ENGINEERED PARTS. THEY’RE CALLED “ORIGINAL BMW PARTS” FOR GOOD REASON. FOR UNCOMPROMISING PRECISION AND INCOMPARABLE QUALITY, YOUR BMW CENTER IS YOUR ONE-STOP SHOP FOR EVERYTHING BMW. For Original BMW Parts, contact one of these authorized BMW centers: BMW of Annapolis 25 Old Mill Bottom Road Annapolis, MD 21409 410-349-2565 Fax:410-349-2586 mybmwannapolis.com
BMW of Sterling 21826 Pacific Blvd. Sterling, VA 20166 888-954-8222 Fax: 571-434-7727 bmwofsterling.com
BMW of Alexandria 499 South Pickett Street Alexandria,VA 22304 Direct: 703-684-5255 Fax: 703-647-1853 bmwofalexandria.com
BMW of Silver Spring 3211 Automobile Blvd Silver Spring, MD 20904 866-737-8937 Direct: 301-890-3015 Fax: 301-890-3748 bmwofsilverspring.com
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Passport BMW 5000 Auth Way Marlow Heights, MD 20746 301-423-0733 Fax: 301-423-2717 passportbmw.com
Northwest BMW 9702 Reisterstown Rd Owings Mills, MD 21117 410-363-1461 Fax: 410-363-7749 northwestbmw.com
Richmond BMW 8710 West Broad Street Richmond, VA 23294 800-237-0130 Direct: 804-527-6860 Fax: 804-965-6254 E-mail: email@example.com richmond-bmw.com
BMW of Catonsville 6700 Baltimore National Pike Baltimore, MD 21228 855-996-2906 410-744-2000 Fax: 410-818-2600 bmwofcatonsville.com
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A new era in education.
NEWS Gaithersburg High School Named I-CAR is proud to announce that it has partnered with Gaithersburg High School (Gaithersburg, MD) to make the facility an Official Training Site for the organization. “As part of this agreement, all core I-CAR collision repair courses are now offered at Gaithersburg High School,” comments I-CAR Director of Delivery Bill Stage. “We are focused on building strong relationships with [the school] and the many other career and technical school training sites that have already joined our program. These partnerships not only expand opportunities for local students who are interested in pursuing a collision repair career, but also benefit the local community and collision repair industry overall.” Becoming a partner with I-CAR allows Gaithersburg High School to now host certification classes for adult technicians. “This [arrangement] brings repairers, painters, shop owners and body shop managers here,” explains Gaithersburg Auto Body Repair Instructor Kevin Lester. “This will let the industry professionals see that there is a well-equipped body shop here and that students learn in a hands-on environment – and that we use the I-CAR curriculum. If the shop is looking for a helper, they will think about calling me to recommend students.” Gaithersburg’s four-year Auto Body Repair program has 33 students enrolled for the 2017-2018 school year. The current curriculum includes structural repair, non-structural repair and refinishing. Additionally, the department serves as a used car dealership overseen by Steve Boden of the Automotive Trades Foundation. Students also have the opportunity to graduate from the program with the I-CAR “Intro to Collision Repair” course under their belts. As of this writing, more than 260 I-CAR Official Training Sites have been established at career and technical education schools (as well as at supplier locations) to facilitate delivery of I-CAR courses nationwide. These sites were selected based on their geographic location to serve students with consistent and convenient learning environments. Naturally, Lester welcomes help and support from area collision repair shops as his new relationship with I-CAR moves forward. “I would like to have local body shop owners and WMABA visit our program. They can meet the students and offer advice to those interested in pursuing a career in the collision repair
Photo Courtesy of I-CAR®
Official Training Site for
Gaithersburg High School is one of many WMABA-area schools working to build a better industry. industry. This will also allow shop owners to possibly hire my students or spread the word about our program and the Automotive Trades Foundation dealership.” Stage is quick to echo the instructor’s sentiments. “I-CAR’s vision is to ensure that every person in the collision repair industry has the knowledge and skills required to perform complete, safe and quality repairs for the ultimate benefit of the consumer. It starts with our body shop partners, who actively participate in I-CAR training, to be that voice for schools and other potential partners who can help deliver training.” H&D
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Get it right from the source.
Ford and Lincoln Mercury dealers are the one-stop source for all of your collision repair needs. When you need fascias, grilles, headlamps, wheels or any other Ford Motor Company Genuine Part, call your local wholesaling dealership. They’re a great souce for technical and repair information as well. Using Genuine Parts can help your body shop reduce cycle time, improve relationships with insurance companies and satisfy customers. So get everything you need in just one call to your one-stop collision repair resource – your local Ford or Lincoln Mercury Dealership.
Contact these Ford or Lincoln Mercury dealers for all your parts needs: WALDORF FORD 2440 CRAIN HWY, WALDORF, MD 20601 Phone: 301-843-3028 Fax: 301-843-0334 e-mail: firstname.lastname@example.org www.waldorfford.com
SHEEHY FORD 5000 AUTH RD, MARLOW HEIGHTS, MD 20746 Phone: 301-899-6300 Fax: 301-702-3650 www.sheehyford.com
© 2018, Ford Motor Company
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Alexandria Volkswagen 107 West Glebe Rd. Alexandria, VA 22305 703-684-7007 Fax: 703-684-4138
Checkered Flag Volkswagen 3025 Virginia Beach Blvd Virginia Beach, VA 23452 Parts Direct: 757-687-3465 757-490-1111 Fax: 757-687-3514
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
e-mail: email@example.com www.fitzparts.com
Ourisman Volkswagen of Rockville 801 Rockville Pike Rockville, MD 20852 Parts Direct: 301-340-7668 Toll Free: 855-417-4511 Fax: 240-499-2488
King Volkswagen 979 North Frederick Ave. Gaithersburg, MD 20879 Parts Direct: 240-403-2300 Fax:240-403-2398
e-mail: firstname.lastname@example.org www.ourismanvolkswagenofrockville.com
Fitzgerald Volkswagen 114 Baughmans Lane Frederick, MD 21702 Toll Free: 800-545-4745 Fax: 877-696-1841
e-mail: email@example.com www.vwking.com
Fitzgerald Volkswagen of Annapolis 34 Hudson Street Annapolis, MD 21401 Phone: 410-224-4636 Fax: 410-224-4264 www.fitzmall.com
Ourisman Volkswagen of Laurel 3371 Ft. Meade Rd. Laurel, MD 20724 Phone: 301-498-6050 Fax: 301-498-0157 www.laurelvolkswagen.com
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DO SOMETHING THAT MATTERS: VeriFacts is leading the industry in verifying quality repairs and coaching shop personnel. VeriFacts uses patented technology for unbiased, consistent measurement and reporting. Since 2002, VeriFacts Automotive has continuously raised the bar in quality collision repair.
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Sheehy Nissan of White Marsh 8115 Belair Rd. Nottingham, MD 21236 Parts: 443-270-9001 Parts Fax: 443-270-8993 firstname.lastname@example.org sheehynissanofwhitemarshparts.com
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National news, local impact.
NEWS SCRS Strengthens Focus on OEM Procedures, Education Initiatives Fresh from experiencing strong membership growth in the first quarter of 2018 and a website overhaul, the WMABA-affiliated Society of Collision Repair Specialists (SCRS) is currently engaged in a number of initiatives designed to strengthen the success of the 6,000 collision repair businesses and 58,500 specialized professionals it represents nationwide. Responding to the needs of its 38 state affiliate associations, SCRS is working with I-CAR and other industry training entities to promote greater accessibility to OEM repair procedures on the shop level. “It’s obviously been a big challenge for our members that there is a lack of documented procedures on some vehicles in the marketplace,” explains SCRS Executive Director Aaron Schulenburg. “Having better-established chains of communication within the organizations will give us the opportunity to share how frequently members of the collision community seek peer input on places like Facebook as a way to source how they approach these vehicles due to a lack of documentation. There are vehicles that end up totaled or not getting repaired because there are not repair procedures available.” Success in this arena includes Hyundai’s first-ever publication of two industry-related position statements (available online at oem1stop.com and rts.i-car.com/oem-information/hyundai.html). Issued on March 28, the automaker’s position of pre- and post-repair scanning “recommends conducting a pre-repair scan as appropriate to ensure safe and accurate repairs, and that all vehicles receive a post-repair scan to ensure all systems and components are functioning, calibrated and communicating properly with no diagnostic trouble codes present.” Released on the same day, the second position statement states that “Hyundai only recognizes steel or aluminum wheel repair that is limited to surface treatment that restores cosmetic appearance of the finish coating.” In Schulenburg’s mind, this move by Hyundai demonstrates what can be achieved when SCRS, I-CAR and other groups work together to address industrywide concerns.
“It’s a good step forward, and we’re really encouraged that this is going to evolve.” In addition to striving to provide useful information to current technicians, SCRS is moving forward in supporting those repairers who have yet to fully enter the industry. As promising collision repair students across the country prepare to compete in the 54th Annual SkillsUSA National Leadership and Skills Conference in Louisville, KY later this month, the association is planning to provide support and recognition to the winners through tool scholarships and other awards. SCRS’ activities in the educational arena are a direct response to information derived from polling new members on their needs when they join. “More often than not, the number-one concern for those businesses is the lack of an available workforce,” Schulenburg says. “Competitions like SkillsUSA show students that there is an industry waiting for them and supporting them.” In other news, SCRS is actively responding to member feedback concerning the major Information Providers (IPs). It has become commonplace that members on State Farm’s Select Service program may receive “change requests” to uploaded estimates. After review with members, SCRS became aware that there was not a clear and transparent documentation of instances when shops either refused or accepted a change request from the insurer as part of the official record. According to Schulenburg, CCC has been receptive to SCRS’ inquiries on the matter and plans to implement changes to the system in the near future. Moving ahead, SCRS will focus its attention on promoting its upcoming Repairer Driven Education (RDE) Series at the 2018 SEMA Show this October 29 through November 2 in Las Vegas. A list of confirmed classes (as well as registration information) is available at semashow.com/scrs. Special SCRS-presented content for Friday, November 2 will be announced shortly. More information on SCRS is available at scrs.com. H&D
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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: email@example.com www.ourismanmazdaofrockville.com
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Fitzgerald Mazda of Annapolis 1930 West Street Annapolis, MD 21401 Toll Free: 866-280-8022 Phone: 410-224-4636 Fax: 410-224-4264 www.fitzmall.com
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Technology drives considerable change.
NEWS CIC Calls for a New Breed of Technician
Jake Rodenroth (asTech) offered ways to work with “clunky” OEM info sites.
As demands for repair facilities to perform diagnostic and calibration work continue to rise, many in the industry are calling for a new professional designation for technicians who specialize in these areas. At the recent spring Collision Industry Conference (CIC) in Colorado, the CIC Emerging Technologies Committee introduced the possibility of an “advanced driver assist and systems tech” being added to a facility’s employee base. The definition of this role, as developed by the Collision Division Operations Committee of the Automotive Service Association (ASA) is as follows (with slight editing for clarity):
Automotive technician skilled in computer functions, advanced diagnostic equipment and new vehicle technologies. Knowledgeable in OEM repair procedures, having mechanical aptitude and qualifications, with [a] primary focus on Supplemental Restraint Systems (SRS) and Advanced Driver Assistance Systems (ADAS).
CIC Emerging Technologies Chairman Jack Rozint (Mitchell International) noted a critical need to establish a dedicated position to address the various diagnostic systems that exist in the field.
“They’re very powerful systems; they have tremendous capabilities in terms of what you can do with them. The question is, do we have the right person in the repair facility who knows how to use them, is trained and understands the capabilities and what you can and can’t do with them?” Committee member Darrell Amberson (LaMettry’s Collision) suggested that establishing this new role would require input and participation from various industry stakeholders. “I think we want to even suggest to the Information Providers that it would be worth considering putting this into the estimating systems so there’s more clarity and understanding of what to expect.” Jake Rodenroth, director of industry relations at asTech, stressed the importance of diagnostic technicians making an effort to properly locate and utilize OEM repair procedures. As an example, he noted that something as seemingly innocuous as changing a headlight requires a 13-mile per hour test drive and a scan tool for certain Chrysler vehicles. To help shops navigate the slew of OEM sites available, Rodenroth recommended the shops research the types of vehicles they have repaired in the past three years before committing to an automaker’s subscription. He added that it would be worthwhile for shops to see what vehicles are most popular in their area. “There are some paint companies out there that offer a service that tells you how many vehicles are registered around your shop. That might be a good metric to look at when you’re trying to determine which [OEM information service] you should subscribe to.” Addressing the myriad of subscription options available, Rodenroth advised that practice will make perfect in figuring out how to properly use the information presented.
Darrell Amberson (LaMettry's Collision) called for a designation for technicians.
“As a whole, [the subscription sites] are very clunky; there’s not one standard platform. “However, like [with] any other piece of software, the more you use it, the better you become.” With current-model vehicles already hitting bays across the country, he urged attendees to only utilize information that comes directly from the OEM. “Usually, [third-party operators] are two to three years behind. I think that hurts us in collision.” With occupant safety a paramount concern as vehicles become more complex, Amberson expressed the necessity to place only the most qualified and competent repair professional in the proposed “advanced driver assist and systems tech” position. “We want the highest-caliber technician working on these systems.” H&D
Executive Director’s Thoughts
While the deﬁnition of an ADAS technician may be altered or changed by virtue of the CIC body having input, the need in the industry is real. There are no production vehicles today that could leave a shop without a pre- and postrepair scan. Speciﬁcally the post-repair. Not to mention all the calibrating! With the technological revolution, it is good to see that CIC is getting in front of aligning to the needs of the industry by creating speciﬁed deﬁnitions to positions that those new or old in the industry can identify with. - Jordan Hendler
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IF OFFERING ONLY ORIGINAL MINI PARTS IS A CRIME, THEN YEAH, WE’RE GUILTY. At your local MINI dealer, we believe that using Original MINI collision replacement parts will speed your repairs and increase your profitability. Original MINI parts assure an absolute perfect fit and function.
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FEATURE High Quality, High Returns: What Body Shops Can Learn from Chipotle
“You have to start with what you stand for, then make sure your business model supports that.” - Chipotle Mexican Grill CFO Jack Hartung
Mexican food is serious business. In 1993, a young entrepreneur named Steve Ells used an $85,000 loan from his father and opened a restaurant in Denver, CO called Chipotle Mexican Grill. From the very beginning, Ells’ vision for his business was at odds with economic reason. Although he wanted to cater to the fast-food market, he also wanted to elevate the quality of the ingredients typically found in his competitors’ products while keeping his menu items affordable – and making high returns along the way. There was just one problem:
The company looked to improve efficiencies in line items other than food – and suggested that repair businesses could do the same with the services they offer.
Higher-priced ingredients typically mean higher retail prices, which is a big reason why Whole Foods is more expensive than McDonald’s. Despite common sense dictating otherwise, Ells’ gamble paid off. Today, Chipotle boasts more than 2,000 locations, with the most productive store serving 300 customers an hour. After an average $800,000 to get it up and running, a new Chipotle restaurant typically generates $2 million in sales – a 45 to 50 percent return on investment. Overall revenue for Chipotle stands in the billions, proving that a commitment to high quality at a fair price can generate a profit. So how did a modest business in Colorado rise to such great heights? As Chipotle CFO Jack Hartung recently explained during an address at the 2018 Society of Collision Repair Specialists (SCRS) Repairer Roundtable in Westminster, CO, the company looked to improve efficiencies in line items other than food – and suggested that repair businesses could do the same with the services they offer. “We looked everywhere else. We looked at our restaurant; could we make it smaller? We don’t spend much on advertising. Would your customers rather you spend more money on advertising or on materials
to repair their cars?” Throughout its 25-year journey, Chipotle never strayed from its initial mission, even making it a point to use the kind of high-quality pork that is commonly found at fine-dining establishments. Despite the expense in following through on this commitment, the company raised the prices of its products only once in the last four years. While Chipotle is indeed an American success story, the operation is far from perfect. Hartung admitted that the company is still recovering from a 2015 E. coli outbreak that affected customers in several states. After years of building consumer loyalty based on the quality of its food, Chipotle suddenly faced a public relations nightmare. In collision repair terms, this is akin to a certified body shop getting caught gluing on a roof when the OEM procedures call for welding. Before the incident, each Chipotle restaurant was valued at $11 million; now, they’re worth around $4 million. The loss of customers since the incident is estimated at 15 to 20 percent. “When [customers] trust you, they trust you all the way. When you break their trust, it takes time to get it back. We’re in that phase right now…[We’re] very optimistic that we’re going to get all of it back.” Naturally, it helps that Chipotle is still
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Burritos meet body shops. making a very strong profit – more than $3 million per location. By strictly following its original business model, the chain built enough internal strength to weather the storm when disaster struck. However, such good fortune might not be in the cards for body shops that find themselves in a similar situation. Could a collision repair facility with 20 percent of its business tied in with a single insurer bounce back if they lost that support due to a liability issue over a repair gone wrong? Whether you’re serving tacos or (as Hartung’s son does for a living) fixing Teslas, there is a powerful lesson to be learned from Chipotle’s experience. Of course, Chipotle has the benefit of not having an outside force dictate how their tortillas should be made or how much chicken they should drop in each burrito. How can a repair business ensure quality when a third party has influence over how the product is delivered? Hartung sees the rise of shop certification programs as a potential “seal of approval” to customers that a shop adheres to appropriate parts usage and other industry benchmarks. Above all, he believes that any successful business must possess the ability to stand its ground. “If you have a purpose and you have something that you want to stand for, there are going to be times when the rubber meets the road and you have to make a tough decision. If you make the right decisions along the way, I believe it will pay off in the long run.” Succeeding in business is rarely easy, but Steve Ells built an empire by going against the grain and refusing to do things the way his competitors had been doing them for years. Chipotle didn’t compromise, and neither should the collision repair industry. H&D
Executive Director’s Thoughts
There are so many other production-retail industries to gain knowledge from. We often are compared to manufacturing, but restaurants for me are a much better analogous reference. Manufacturers don’t have to worry about general public trust, market image and things that repairers lose sleep over. Chipotle is a great example of being great, getting knocked down and getting back up again! - Jordan Hendler
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WE KNOW WHAT YOU’RE THINKING. YOU WANT TO KNOW IF THE PART’S IN STOCK , HOW MUCH IT COSTS, AND WHEN IT’S GONNA GET THERE. We get it. You want the best part for a Toyota, but you’ve got to know when and how much. Well, now you can. In addition to tools that can help you find and order the right VIN-based parts, now you can see if it’s in stock, schedule the delivery, even see your shop’s net price from your participating Toyota Dealer.* Now you’re thinking: “Cool!”
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For Toyota Genuine Parts please call one of these authorized local Toyota Dealers: Antwerpen Toyota 12420 Auto Drive Clarksville, MD 21029 Phone: 410-988-9272 Fax: 443-539-4022 email@example.com
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Koons Toyota Annapolis 1107 West Street Annapolis,MD 21401 Phone:(800)262-3330 Fax:(410)280-6361
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KEEP IT GENUINE
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We stand behind our product, providing collision repair professionals and vehicle owners peace-of-mind and confidence. Contact these Genuine GM Parts dealers for all your parts needs: NU CAR CHEVROLET 172 North Dupont Highway New Castle, DE 19720 Phone: 800-633-6606 Fax: 800-346-5285 e-mail: email@example.com www.nucar.com
OURISMAN CHEVROLET 4400 Branch Avenue Temple Hills, MD 20748 Phone: 301-899-6990 Fax: 301-899-9375 www.ourismanchevrolet.com
POHANKA CHEVROLET 13915 Lee Jackson Memorial Highway Chantilly, VA 20151 Phone: 888-266-2993 Direct: 703-502-3729 Fax: 703-968-0932 www.pohankachevrolet.com
RADLEY CHEVROLET 3670 Jefferson Davis Highway Fredericksburg, VA 22408 Phone: 800-355-8202 Direct: 540-898-0055 Fax: 540-891-2074 www.radleychevrolet.com
OURISMAN CHEVROLET OF ROCKVILLE 807 Rockville Pike Rockville, MD 20852 Direct: 301-424-5332 Fax: 301-294-6381 www.rockvillechevrolet.com
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The ABCs of PPE.
BY JOEL GAUSTEN
ere’s a delightful thought to keep you up at night: Having a career as a collision repair technician is more dangerous than working in the nuclear industry.
You may not realize it, but your technicians have the potential Closer to home, OSHA reports a total of 31 citations and two to be exposed to hazardous – and potentially life-threatening – inspections for shops in Maryland from October 2016 through substances on a daily basis. In a body shop environment, one of September 2017 for a total of $2,302 in fines. The largest fine given the most sinister enemies to safety comes in the form of out in the state during this time was $540 for spray finishing using isocyanates. flammable and combustible materials. In Virginia, seven inspections Isocyanates are compounds that the Occupational Safety and yielded 19 citations totaling $3,800 in fines. The largest amount of Health Administration (OSHA) describes as “the raw materials that money fined in this market was $1,448 for seven respiratory make up all polyurethane products. Jobs that may involve exposure protection violations found in three inspections. The largest single to isocyanates include painting, foam-blowing and the manufacture fines were $504 each for “wiring methods, components and of many polyurethane products.” Isocyanates are irritants to the equipment for general use” and improper use of equipment. eyes and mucous membranes, and direct skin contact is known to On the federal level during the same 12-month period, 386 cause inflammation. Other side effects include nasal congestion, a citations against body shops totaled fines just under $400,000. The sore throat, cold-like symptoms and shortness of breath – and, in largest amounts of money fined came from 166 citations for some reported cases, asthma attacks severe enough to cause improper respiratory protection totaling $103,830 and 79 citations death. for hazard communication violations totaling $54,046. And they are everywhere in your body shop. Under OSHA’s General Duties Clause, employers are required “Your body techs are exposed to isocyanates!” boomed to provide a workplace “free from recognizable hazards that are veteran industry instructor Toby Chess during causing or likely to cause death or serious a recent Open Board Meeting of the Society harm to employees.” A key component of this of Collision Repair Specialists (SCRS) in compliance is providing employees with OSHA was given a Colorado. Seam sealer, clearcoat, primer – proper personal protection equipment (PPE). mandate to these are just some of things practically The best way for repair professionals to strengthen its focus bursting with these silent menaces. determine what PPE to use for each chemical on isocyanate If you’re about to put down this is to review that product’s documentation. magazine and run out to your bay to make OSHA requires each chemical manufacturer, protection in the sure your techs are wearing gloves, long distributor or importer to provide Safety Data collision industry. sleeves, respirators and goggles, then you’re Sheets (SDSs) – formerly known as MSDSs off to a good start. However, you are required or Material Safety Data Sheets – to users. to do far more than that to keep your employees safe… and the Section 8 of each Safety Data Sheet will indicate exposure limits, government is watching. engineering controls and personal protective measures that can be Five years ago this month, OSHA was given a mandate to used to minimize worker endangerment. The required information strengthen its focus on isocyanate protection in the collision includes any special requirements for PPE, protective clothing or industry. What this means for shops is that an inspection can now respirators (e.g., type of glove material, such as PVC or nitrile occur without a complaint being filed. It also means that OSHA is rubber gloves, and breakthrough time of the glove material). able to impose much tougher fines – in some cases, triple the ones Naturally, a facility owner/manager’s efforts to procure the right given out before this mandate went into effect. Forget to perform PPE are meaningless if a technician isn’t able – or doesn’t know and document a respirator fit test on a tech? That’ll cost you how - to use it. In the case of respirators, your tech’s beloved beard $10,000. That’s just the beginning of what OSHA can do if your will have to go. In addition, each respirator must undergo a shop fails to meet compliance standards. documented fit test with the technician. If you think OSHA is a just an overhyped boogeyman that “If you don’t have a respirator fit test, they’ll shut you down,” would never have a big-money impact at your shop, think again. warns Chess. During a 2011 inspection, an East Hartford, CT shop was cited for According to the OSHA website (osha.gov), fit tests can be nine alleged violations, faced $54,300 in proposed fines and was either qualitative (like the one Chess performed on WMABA Past given only 15 business days to come into compliance – and that President Barry Dorn in CO – see photo on page 34) or was before OSHA stepped up its game with respect to auto body quantitative: facilities. June 2018
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Industry instructor Toby Chess utilized the services of Past Chairman Barry Dorn - and some irritant smoke - to demonstrate a proper respirator fit test at a recent SCRS event in Colorado.
Qualitative fit testing is a pass/fail test method that uses your sense of taste or smell, or your reaction to an irritant in order to detect leakage into the respirator facepiece. Qualitative fit testing does not measure the actual amount of leakage. Whether the respirator passes or fails the test is based simply on you detecting leakage of the test substance into your facepiece. There are four qualitative fit test methods accepted by OSHA: Isoamyl acetate, which smells like bananas Saccharin, which leaves a sweet taste in your mouth Bitrex, which leaves a bitter taste in your mouth Irritant smoke, which can cause coughing
Qualitative fit testing is normally used for half-mask respirators - those that just cover your mouth and nose. Half-mask respirators can be filtering facepiece respirators - often called “N95s” - as well as elastomeric respirators.
Quantitative fit testing uses a machine to measure the actual amount of leakage into the facepiece and does not rely upon your sense of taste, smell, or irritation in order to detect leakage. The respirators used during this type of fit testing will have a probe attached to the facepiece that will be connected to the machine by a hose. There are three quantitative fit test methods accepted by OSHA: Generated aerosol Ambient aerosol Controlled Negative Pressure
Quantitative fit testing can be used for any type of tight-fitting respirator.
Workers who need to wear prescription glasses or PPE (such as safety goggles) while performing a job must wear these items during the fit test. Additionally, OSHA requires that a respirator must be retested whenever a user has a change in their physical condition that could affect the fit of the respirator. Common changes include: large weight gain or loss; major dental work (such as new dentures); facial surgery that may have changed the shape of your face; or significant scarring in the area of the seal.
In an industry focused on production and deadlines, it is far too easy to let all-important safety measures slip through the cracks. But with the threat of serious OSHA fines looming and your employees’ lives on the line, there is no way to escape the health requirements that can put your business down if they’re ignored. For more information on OSHA-defined auto body and refinishing hazards, visit osha.gov/SLTC/autobody/hazards. More information on isocyanates is available at cdc.gov/niosh/topics/isocyanates.H&D
Executive Director’s Thoughts
Having an ongoing and positive role in workplace safety, including consulting experts, will save from illness, injury and more. For anyone managing others, keeping a close eye and holding people accountable in a way that shows you care about their personal safety is imperative. If you’re a technician or painter, be the best example and help others to ensure that they are protecting themselves consistently. Have a workplace that uplifts each other for more than production! - Jordan Hendler
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It Takes Genuine Honda Collision Repair Parts To Achieve a Genuine Honda Fit. Honda collision repair parts are engineered and manufactured to Honda standards. In the collision-repair business, time is money, and you canâ€™t waste time on parts that almost fit properly. Use Genuine Honda replacement parts. Your reputation depends on it. For Genuine Honda parts, contact these Authorized Honda dealers. Ourisman Honda 3371 Ft. Meade Rd. Laurel, MD 20724 Direct: 301-498-6050 Fax: 301-498-0157 www.laurelhonda.com
Honda of Tysons Corner 1580 Spring Hill Rd. Vienna, VA 22182 Direct: 703-749-6652 FAX: 703-821-4229 www.hondatysonscorner.com E-mail: firstname.lastname@example.org
Miller Honda 3985 Valley Pike Winchester, VA 22602 Direct: 800-296-5020 Direct Local: 540-868-9916 Fax: 540-869-1074 E-mail: email@example.com
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The industry talks money.
Do you have a question for Mike? Contact Hammer & Dolly Editorial Director Joel Gausten at firstname.lastname@example.org or (973) 600-9288, and we’ll ask him in a future issue.
WHAT ARE THE “WHO PAYS FOR WHAT?” INDUSTRY SURVEYS?
Industry INSIGHT. I used to subscribe to it, and Charlie would send out a survey that people could fax back to him; this was long before email. It was a one-page sheet that asked, ‘How often do you get paid for these things?’ I found great value in it; it helped my business at the time with not-included items and showing me that I wasn’t the only one. After I sold my body shops, I still continued to promote Charlie Baker’s efforts. One day, he stopped producing it; shops didn’t have it anymore. After a couple of years went by, I decided that if Charlie wasn’t going to do it anymore, I would do it – but do it a little This month, we “ASK MIKE” to discuss differently and make it much more intense. I didn’t have the time to do it, but I had the his ongoing work in coordinating the free knowledge. I contacted John and asked him “Who Pays for What?” industry surveys with to do it as the third party, and I would provide John Yoswick of CRASH Network. We at all the questions and the commentary. He Hammer & Dolly hope you find this following agreed, so we partnered up. We’ve been exchange useful, and we encourage you to reach out to us if you have a question for Mike doing this for three years now. Charlie’s survey was about 20 questions, on this or any industry-related matter that he but mine ended up being more than 100. We can answer in a subsequent issue. decided to break it down into quarterly Hammer & Dolly: What led you and John to surveys, with each quarter being a different topic. The first quarter of every year is always formulate the idea of the “Who Pays for What?” surveys, and what are the general on refinish; the second quarter is on body work, then we have structural/mechanical, goals that they aim to accomplish? aluminum and miscellaneous shop supplies. Mike Anderson: When I had my shops, there There are four different surveys every year. It’s just grown. We had about 700 people was a guy by the name of Charlie Baker, who take the first survey, then we got to 800 and had something called Collision Repair
we’ve broken 1,000 people a couple of times. We started out by showing who gets paid for the procedures “always,” “most of the time,” “some of the time” or “never.” They also have the option to say it’s a procedure for which they’ve never sought to be paid. From there, we break it down by insurer and compare DRP versus non-DRP. We sort it by region as well. For any state from which we get 100 responses to a survey, we will actually publish the results just for that market. We did that for Texas, which was the first state to reach that number of responses. The survey has also grown to help us gather other statistics like the types of OEM software and management systems that shops are using. We’ve heard of shops using the survey to show insurance companies that they’re not the only facility charging for something. Other shops have told us they use it as a training mechanism to train their staff on what’s not included. We’ve even had some shops tell us they use it to show consumers that what they’re asking for isn’t unfair or unreasonable when an insurer refuses payment. My team and I conduct classes around North America. When we do a class, we ask people to bring an estimate so we actually see estimates where people got paid. That way, we can substantiate and verify that people are truly getting paid.
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INDUSTRY ADVICE: ASK MIKE continued from page 37
Also, I will occasionally contact some of the survey participants – always confidentially, of course – and review some estimates with them. We work very hard to verify that the results are accurate and true. We run the quarterly surveys for 30 days at a time, and they each take about 20 minutes for a shop to fill out. We’ve had some people say it takes too long to fill out, but if you spend 20 minutes to do a survey and then capture another hour on an estimate because of greater awareness, what is that worth to you?
something is a not-included operation. I’m very excited about that next level and partnering with the DEG.
One myth about the surveys is that people think they have to pay for the results. We do not charge shops anything for those; they’re free. They can go to my website, collisionadvice.com, and download earlier survey results for free. I fund the project myself 100 percent. I’m very happy to announce the new partnership that we have with the Database Enhancement Gateway [DEG; degweb.org]. Every time John and I release the results of a survey, DEG Administrator Danny Gredinberg will include the results in the DEG’s response to any inquiry that supports or proves that
do not sell our database list, and we don’t share it with anyone. I know if I ever did that, it would breach confidence with everybody. I own all the intellectual property, and I own the database list. We never attach anybody’s name to it. We only release cumulative data, never any individual shop information.
H&D: Some people in this industry are understandably reluctant to share information about their shop. How do you protect the information you receive from each participant?
MA: The only people who ever know who takes the surveys are John Yoswick and myself. We
H&D: Let’s talk about something that’s big in the industry right now. What information have you been able to derive concerning where the industry is in embracing pre- and post-repair scanning and getting paid for those procedures?
MA: Pre- and post-repair scanning has actually grown each year. More and more shops are getting compensated for it. That’s encouraging, but it’s also discouraging because that should be 100 percent. Another thing that’s discouraging is when we ask shops, ‘Why don’t you scan?’ and they say they don’t think it’s necessary. That’s scary. That’s what led me to start the different webinars I’ve been presenting on OEMs each month. There is a link at collisionadvice.com for people to view the previous webinars.
H&D: Are there any trends in particular that you’ve seen that were actually very surprising and changed your expectations of the results you had anticipated?
MA: A lots of times, people believe that DRP shops are not getting paid for everything they do. In certain questions, I’ve seen that DRPs do get paid more than non-DRP shops. I have to believe that’s because those shops can just write the estimate and have it uploaded, and they don’t have somebody there negotiating with them face-to-face. I can also tell you there was an insurer that contacted me to tell me
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they saw a result and realized they were the only company not paying for something. They started paying for that one specific thing; they changed their policy.
H&D: How did it feel to recently receive the SCRS Collision Industry NonIndividual Service Award for the work you and John have been doing with these surveys?
MA: It was definitely a surprise. People were texting me and saying, ‘Hey, you got this award. Congratulations!’ I replied, ‘What award?’ A couple minutes later, John was nice enough to text me. It’s just a complete honor. There are so many worthy people in the industry – I think of Toby Chess and how much he gives back – who could have been recognized with that award. It was an honor; I appreciate it and I will never take that for granted. I just want my legacy to be that I made a difference. For more information on the “Who Pays for What?” surveys and to sign up to take them, please visit collisionadvice.com. 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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Audi Group . . . . . . . . . . . . . . . . . . . . .17
Mitsubishi Group . . . . . . . . . . . . . . . . .41
Axalta Coating Systems . . . . . . . . . . .IFC
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BMW Group . . . . . . . . . . . . . . . . . . . .18-19
Nissan Group . . . . . . . . . . . . . . . . . . .23
Chesapeake Automotive Equipment .39
Nucar . . . . . . . . . . . . . . . . . . . . . . . . .10
Crashmax Equipment . . . . . . . . . . . . .40
O’Donnell Honda . . . . . . . . . . . . . . . .29
Empire Auto Parts . . . . . . . . . . . . . . . .39
Packer Norris Parts . . . . . . . . . . . . . .7
Fairfax Hyundai . . . . . . . . . . . . . . . . . .42
Pinnacle Collision Repair Equipment .IBC
Ford Group . . . . . . . . . . . . . . . . . . . . .21
Polyvance . . . . . . . . . . . . . . . . . . . . . .40
GM Parts Group . . . . . . . . . . . . . . . . .31
Porsche Group . . . . . . . . . . . . . . . . . .15
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PPG . . . . . . . . . . . . . . . . . . . . . . . . . .OBC
Honda Group . . . . . . . . . . . . . . . . . . .35
Reliable Automotive Equipment . . . . .9
Hyundai Group . . . . . . . . . . . . . . . . . .11
Subaru Group . . . . . . . . . . . . . . . . . . .41
Koons Ford . . . . . . . . . . . . . . . . . . . . .42
Toyota Group . . . . . . . . . . . . . . . . . . .30
Malloy Hyundai . . . . . . . . . . . . . . . . . .4
Verifacts . . . . . . . . . . . . . . . . . . . . . . .3/23
Mazda Group . . . . . . . . . . . . . . . . . . .25
VW Group . . . . . . . . . . . . . . . . . . . . . .22
MINI Group . . . . . . . . . . . . . . . . . . . . .27
Wheel Collision Center . . . . . . . . . . . .29
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We love being measured by the company we keep.
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Official publication of the Washington Metropolitan Auto Body Association.