Hammer & Dolly September 2016

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September 2016

CONTENTS September 2016 COVER STORY

BY JOEL GAUSTEN

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SCANNING: WILL THE INDUSTRY GET UP TO SPEED?

Is your shop ready for new repair demands?

LOCAL NEWS BY CHLOE DURANTE 14 FROM SKILLSUSA TO THE SHOP: Promising techs hit the industry.

MD STUDENTS GO PRO

An area mainstay gets even better.

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PPG ENHANCES BALTIMORE TRAINING FACILITY

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“LENSES FOR LOVE” BREAKS BEAUTY BARRIERS

DEPARTMENTS

A WMABA member opens her heart to help.

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NATIONAL NEWS BY JOEL GAUSTEN 36 SCRS REFLECTS ON ACTIVE SECOND QUARTER A review of the association’s extensive agenda.

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Repairer Driven Education fuels the upcoming show.

SCRS TO BRING ADVANCED EDUCATION TO SEMA 2016

WMABA FEATURE BY CHLOE DURANTE 26 SOPs: They Really Do Work!

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Better practices to guarantee happier employees.

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CIC RECAP 30 CIC ASKS: “IS CERTIFICATION A GOOD THING?” Strong words mark a critical discussion.

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Editor’s Message JOEL GAUSTEN Executive Director’s Message JORDAN HENDLER WMABA Sponsorship Page What’s WMABA Up To?

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WMABA Membership Application

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President’s Message MARK SCHAECH, JR.

An industry veteran invites us into his private palace.

CIC TOURS DON’S GARAGE

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TECHNICAL FEATURE BY JOEL GAUSTEN 44 HOT TOPICS AND INDUSTRY CONFUSION:

Calendar of Events

Advertisers’ Index

Our technical editor means business.

A CONVERSATION WITH LARRY MONTANEZ Stock Images © www.istockphoto.com

September 2016

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CALENDAR OF

Industry training opportunities and don't-miss events.

EVENTS

CLASS LISTINGS

September 1, 2016 meAsuring

Finish Masters (formerly Refinish Solutions), Springfield, VA

September 6, 2016

hAzArdous mATeriAls, PersonAl sAFeTy & reFinish sAFeTy

Virginia Farm Bureau, Lexington, VA PlAsTic & comPosiTe rePAir

Hilton Wilmington/Christiana, Newark, DE

September 7, 2016

color Theory, mixing Toners & TinTing

State Farm - Silver Spring, Silver Spring, MD PlAsTic & comPosiTe rePAir

Finish Masters (formerly Refinish Solutions), Springfield, VA susPension sysTems

N T Auto Body Inc., Alexandria, VA

September 8, 2016 AdhesiVe Bonding

Frederick Co. Career & Tech, Frederick, MD Full-FrAme PArTiAl rePlAcemenT

Criswell Collision Center, Annapolis, MD

Wheel AlignmenT & diAgnosTic Angles

ACT- A Caliber Collision Center, Randallstown, MD

September 13, 2016

rePlAcemenT oF sTeel uniTized sTrucTures

Canby Motors Collision Repair, Aberdeen, MD

hAzArdous mATeriAls, PersonAl sAFeTy & reFinish sAFeTy

Hilton Wilmington/Christiana, Newark, DE

September 14, 2016

hAzArdous mATeriAls, PersonAl sAFeTy & reFinish sAFeTy

Waldorf Toyota, Waldorf, MD

rePlAcemenT oF sTeel uniTized sTrucTures

Finish Masters (formerly Refinish Solutions), Springfield, VA

September 15, 2016

PlAsTic & comPosiTe rePAir

Criswell Collision Center, Annapolis, MD

secTioning oF sTeel uniTized sTrucTures

Uni-Select USA, Baltimore, MD

Wheel AlignmenT & diAgnosTic Angles

King Volkswagen, Gaithersburg, MD

hAzArdous mATeriAls, PersonAl sAFeTy & reFinish sAFeTy

Frederick Co. Career & Tech, Frederick, MD

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September 2016

September 17, 2016

rePlAcemenT oF sTeel uniTized sTrucTures

Pohanka Toyota, Salisbury, MD

secTioning oF sTeel uniTized sTrucTures

Pohanka Toyota, Salisbury, MD

September 20, 2016

Vehicle Technology & Trends 2016

Keystone Linthicum, Linthicum, MD

September 21, 2016

corrosion ProTecTion

King Volkswagen, Gaithersburg, MD

rAck & Pinion & PArAllelogrAm sTeering sysTems

N T Auto Body Inc., Alexandria, VA

September 22, 2016

color Theory, mixing Toners & TinTing

Criswell Collision Center, Annapolis, MD

September 28, 2016

corrosion ProTecTion

Waldorf Toyota, Waldorf, MD

Wheel AlignmenT & diAgnosTic Angles

Finish Masters (formerly Refinish Solutions), Springfield, VA

September 29, 2016

Aluminum exTerior PAnel rePAir & rePlAcemenT

Frederick Co. Career & Tech, Frederick, MD

secTioning oF sTeel uniTized sTrucTures

Pohanka Toyota, Salisbury, MD

squeeze-TyPe resisTAnce sPoT Welding

Criswell Collision Center, Annapolis, MD

October 5, 2016

AdVAnced sTeering & susPension sysTems dAmAge AnAlysis

N T Auto Body Inc., Alexandria, VA

squeeze-TyPe resisTAnce sPoT Welding

Finish Masters (formerly Refinish Solutions), Springfield, VA AlTernATiVe Fuel Vehicle dAmAge AnAlysis & sAFeTy

Waldorf Toyota, Waldorf, MD

October 6, 2016

AlTernATiVe Fuel Vehicle dAmAge AnAlysis & sAFeTy

State Farm – Silver Spring, Silver Spring, MD

rePlAcemenT oF sTeel uniTized sTrucTures

Criswell Collision Center, Annapolis, MD

October 11, 2016

Vehicle Technology & Trends 2016

Jones Body Shop, Bel Air, MD

October 12, 2016

Welded & AdhesiVely Bonded PAnel rePlAcemenT

Finish Masters (formerly Refinish Solutions), Springfield, VA

October 13, 2016

Aluminum exTerior PAnel rePAir & rePlAcemenT

Uni-Select USA, Baltimore, MD corrosion ProTecTion

Frederick Co. Career & Tech, Frederick, MD AuTomoTiVe FoAms

Waldorf Toyota, Waldorf, MD

secTioning oF sTeel uniTized sTrucTures

Criswell Collision Center, Annapolis, MD

squeeze-TyPe resisTAnce sPoT Welding

State Farm – Silver Spring, Silver Spring, MD

October 18, 2016

sTeel uniTized sTrucTures Technologies & rePAir

Keystone – Linthicum, Linthicum, MD

October 19, 2016

Full-FrAme PArTiAl rePlAcemenT

N T Auto Body Inc., Alexandria, VA AuTomoTiVe FoAms

State Farm – Silver Spring, Silver Spring, MD

October 20, 2016

sTeering & susPension dAmAge AnAlysis

Frederick Co. Career & Tech, Frederick, MD Vehicle Technology & Trends 2016

Criswell Collision Center, Annapolis, MD

October 26, 2016

AuTomoTiVe FoAms

Finish Masters (formerly Refinish Solutions), Springfield, VA

October 27, 2016

AdVAnced sTeering & susPension sysTems dAmAge AnAlysis

King Volkswagen, Gaithersburg, MD

squeeze-TyPe resisTAnce sPoT Welding

Criswell Collision Center, Annapolis, MD

www.i-car.com or (800) 422-7872 for info

September 2016

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September 2016

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Joel gausten

EDITOR’S

(973) 600-9288 joel@grecopublishing.com

MESSAGE PLAYING BY THE RULES As I write this message, my wife and I are celebrating our first anniversary as homeowners.

Looking around our house, I’m amazed by how much we have been able to do here in the last 12 months. And when I say “we,” I mean “mostly my wife,” because I am quite possibly the least handy person on the planet. Although my better half is as talented with a toolbox as she is with a paintbrush, I’m the very last person you’d call to help with a plumbing problem or to even change the oil in your car.

But thankfully, being the one who’s had to sign the checks for the workers who’ve frequented our place since the summer of 2015 has encouraged me to learn how to do more around the house. And guess what? I’ve actually been doing pretty well with things.

The key to my newfound success as a handyman comes down to abiding by three magic words my wife said to me (over and over): “Read the manual!” Now, instead of just plowing into something and attempting (and usually failing) to figure it out on my own, I follow the instructions that the manufacturer of whatever I’m working on has given me to fix the problem safely and properly. As I’ve learned WmABA oFFicers PresidenT

Vice PresidenT

TreAsurer secreTAry

immediATe PAsT PresidenT

mark schaech, Jr. mark@marksbodyshop.com 410-358-5155 Torchy chandler torchy.chandler@gmail.com 410-309-2242 Barry dorn bdorn@dornsbodyandpaint.com 804-746-3928 Phil rice phil@ricewoods.com 540-846-6617 don Beaver Dbeaver@antwerpenauto.com 443-539-4200 ext. 17061

BoArd oF direcTors

Rodney Bolton (rbolton@aacps.org) 443-386-0066 Kevin Burt (kevinburt@walkermillcollision.com) 301-336-1140 RT Plate (rt@pcirepair.com) 703-929-8050

Barbara Chase (barbara@siskautobody.com) 301-855-5525 Ben Gibson (bgibson@harrisonbodyworks.com) 804-355-8151

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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after wasting hours through trial and error, there’s only one way to fix a piece of equipment around the house: Per the specifications given by the company that made it.

If it makes sense for me to read the instructions when I put together a chair or fix a problem with the sink, shouldn’t it also make sense for you to stick to the OEMs’ recommended procedures when bringing a vehicle back to pre-loss condition? If you’re not following what the automaker says (particularly on a newer, more technologically advanced vehicle), you’re merely guessing. I wouldn’t leave any of my handiwork to luck, and neither should you – especially when the work you do can literally mean the difference between life and death. H&D

September 2016

sTAFF

PuBlisher direcTor oF sAles ediToriAl direcTor creATiVe direcTor ediToriAl AssisTAnT oFFice mAnAger

Thomas greco thomas@grecopublishing.com

Alicia Figurelli alicia@grecopublishing.com

Joel gausten joel@grecopublishing.com

lea Velocci lea@grecopublishing.com

chloe durante chloe@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 © 2016 Thomas Greco Publishing, Inc.

EXECUTIVE DIRECTOR’S

MESSAGE

Jordan hendler

(804) 789-9649 jordanhendler@wmaba.com

SYMPTOM: VEHICLE SCANNING REAL PROBLEM: PROPER REPAIR PROCESSES WITH REIMBURSEMENT

Just about this entire issue is about vehicle scanning. Attending the Collision Industry Conference and Society of Collision Repair Specialists’ meetings recently in Anaheim, it was a topic in every venue. Even during the NACE Expo that followed. It certainly is a hot topic.

Larry Montanez hits the nail on the head in our interview with him (page 44) that this is not new and has needed to be addressed by facilities since the early 2000s. Most repairers I talk to have been scanning vehicles post-repair or, if independent, sending them to the dealer for the calibration(s) or code clearing(s), but not that many shops do it on the intake. This is a critical discussion that has to happen as an industry.

We are responsible for gathering as much information as possible to put together as complete of a repair plan as we can.

Knowing the diagnostic situation of every vehicle is as crucial to assessing damage as performing a teardown. Now, with the OEMs putting out all of their position statements, make sure you’re getting familiar with OEM1Stop.com! You should have all the documentation needed to inform and educate an insurance representative of the necessity of the operation.

We are acutely aware that there is now a need in the industry to streamline the education necessary to perform the vehicle scans within the facility. Also, there may be questions needing to be asked for scans and

calibrations when using the aftermarket providers such as CDS/AsTech, AirPro, Bosch, Snap-on, etc., so that you can be sure you’re returning the vehicle to the customer with all calibrations and scans performed and validated. This issue was raised during the SCRS meeting, and we feel that a combined effort of both SCRS and WMABA could yield some directives helpful to repairers using aftermarket scan tools.

The industry’s shift towards the electronic world, because of the advanced way vehicles are being manufactured,

creates a need to assess all of the creature comforts and safety features potentially damaged during the collision. Knowing more about these systems, their operations and how to return them to pre-accident condition will bring awareness – and thusly, peace of mind – for your technicians and business.

H&D

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

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September 2016

THANKS

YOU WMABA thanks their generous supporters of the

LEVEL 1

Corporate Sponsor Program for 2016!

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

www.wmaba.com

LEVEL 2 Automotive Training Institute Certified Automotive Parts Association FinishMaster Mid-Atlantic Paint & Supply National Coatings and Supplies WheelsOnsite

September 2016

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LOCAL

NEWS From SkillsUSA to the Shop:

MD STUDENTS GO PRO Throughout the interview process for this story, it became increasingly obvious that five out of five subjects shared the same concern about the future of the auto repair industry: There is an overall lack of interested candidates willing to step foot on this everchanging career path. Yes, there is no question that this industry has a bright future, but no one said it was going to be easy.

There are endless opportunities for technological advancements in collision repair, which means there is always going to be a need for new talent to know what to do

ricardo Valles lopez hard at work at nationals (Photos courtesy of Rodney Bolton, Jr.)

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when modern (and future) vehicles have their glitches. Thankfully, the industry has been lucky enough to gain two new craftsmen who aren’t afraid of a little challenge. After winning at the Maryland SkillsUSA State Conference last April, both Wyatt Seitz and Ricardo Valles Lopez were chosen to compete at this year’s SkillsUSA National Leaders and Skills Conference in Louisville, KY in June. Valles Lopez placed 19th in Refinishing, while Seitz placed 8th in Collision Repair. Not surprisingly, the event allowed them to showcase their talents and make ever-lasting impressions on those who helped get them to this point.

When Seitz first arrived at the Center of Applied Technology – North in Severn, MD his freshman year, pursuing a career in the automotive industry wasn’t exactly the plan.

“When I signed up for my collision repair class, I didn’t really know what to expect,” he admits. “But as the days went by, I realized this was actually really cool and different from everything else. It’s not the same monotonous thing day after day. I love that.”

Seitz had the privilege of being a student of instructor Keith Brown’s Collision Repair Technology class for three years.

“I really enjoyed working with him and he’s just a great kid – very down to earth,” Brown says. “He has a great work ethic and is always interested in doing something to the highest standard. He is very friendly and very open to criticism. People around him can feel his positive energy. His leadership skills truly make him an anchor in the classroom, and I know that will translate in his professional

Whether at skillsusA or in the shop, Wyatt seitz is an impressive young technician.

(Bottom photo courtesy of Rodney Bolton, Jr.)

setting as an employee.”

Seitz also has fond memories of his time in the class.

“I absolutely loved my school. It’s a place that actually cares about the success of its students. Mr. Brown has so many years of experience, which is so much more valuable and helpful than just reading from a book – especially for such a hands-on trade. I couldn’t have asked for a better instructor.”

Focusing on the automotive refinishing side of the industry, Valles Lopez also feels he has received a priceless education at Center of Applied Technology – North, where

State champs join the field.

By chloe durAnTe

he learned from instructor Amanda Bolton.

“My favorite part about this entire experience was learning new things about myself – and meeting all these new people and Ms. Bolton. I see her more as a mentor than as a teacher. She gave me so much advice – not just about this trade, but about life.”

“He was taking the lead in his own education by going that extra step,” says Bolton of her student’s impressive work ethic.

“I can only teach so much in a classroom, so his commitment to learning really allowed him to stand out.”

It is because of instructors like Brown and Bolton that exceptional students like Seitz and Valles Lopez are able to compete at the state and national levels and demonstrate their expertise in their chosen craft. After holding inclass competitions, the instructors determined whose work was most deserving. While making it all the way to Kentucky is quite an accomplishment, both young men have been extremely proactive in securing their future by landing jobs at promising facilities. Seitz is currently employed at O’Donnell Honda in Ellicott City as a technician apprentice; Valles Lopez currently serves as a refinishing apprentice at JC Customs in Glen Burnie.

According to Wyatt’s supervisor at O’Donnell Honda, Roy Fordyce, “Wyatt is already on his way to being a model employee, and he’s going to be a top technician. We’re very fortunate to have him. He probably had a choice of at least a dozen shops to work for, and I’m so happy he chose us.”

When asked if they had any piece of advice to offer to individuals thinking about joining the industry or competing at the SkillsUSA level, both had one thing to say: Never stop practicing. Being part of this industry requires determination and motivation, and clearly there are plenty of worthy candidates ready to take on the challenge.

H&D

For more information on SkillsUSA, please visit skillsusa.org.

September 2016

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LOCAL

NEWS ENHANCES BALTIMORE TRAINING FACILITY

When PPG decides it’s time for an upgrade, they mean business. We’re not talking a few new desks here and there or a new set of tools for its students. The renovations were focused on the bigger picture: creating an environment of professionalism. PPG’s director of training, Randy Cremeans, isn’t afraid to admit that the Baltimore training facility was run-down and really “needed a facelift.”

The PPG management team convened to discuss the plans to revamp, and they came to the consensus that things just simply needed to be done more efficiently. Yes, the inside of the building could have used a fresh coat of paint, but more importantly, new aspects of training needed to be implemented.

According to Cremeans, “We wanted students not only to walk into the classrooms saying, ‘Wow,’ but we wanted to create a state-of-the-art facility that is conducive to learning. A classroom environment and a shop environment are two very different things, and PPG has created an ideal combination of the two.”

By adding over 1,500 square feet –

which includes a brand new kitchenette – to the already 5,500-square-foot facility, PPG was able to include a second business development classroom in which the company could offer intensive shop management training. These particular classrooms are mostly geared toward shop owners and managers, with a focus on PPG MVP programs and learning how to run a more successful shop.

Today’s young people want to be excited for the future and enjoy the learning process, so PPG has adapted a fresh new environment that prompts newcomers to want to come to training. For young people just stepping out of vocational schools (or for anyone who may be interested in the business, but has zero experience), PPG is focusing on a new Prepper Course that will be the perfect introductory class to take.

“I’m really excited about this class and I think it’s going to be very popular. This is going to jumpstart a career. We had been requested to do this class by students for a while and we should have it launched soon.”

PPg has made substantial upgrades to one of its leading facilities.

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September 2016

Improving an already strong operation.

By chloe durAnTe

Some of the other classes that have been added to the curriculum are not focused on the collision side of PPG, but on the commercial side.

“Commercial products that are sold to manufacturers – such as trailers and large pieces of agricultural equipment – are really a big growth opportunity for PPG.” Like most, Cremeans acknowledges that this is an ever-changing industry, which means that students of PPG need “the latest and the greatest in equipment, and more importantly in training.” In order for certified shops to utilize PPG’s lifetime warranty, they must employ a certified PPG painter who is required to return to training every two years to be re-certified.

“It’s so important that training is not oneand-done. It is a constant part of the job. I think two years is too long, but we have some guys who come every six months, just because they gain so much knowledge from these classes.”

The revamped PPG curriculum includes various classes such as “Advanced Skills in Commercial Truck Estimating,” “Custom Airbrushing Techniques” and their soon-to-bereleased updated “Envirobase High Performance System” overview. This past year, PPG trained over 16,000 students. The opportunities for learning at PPG’s Baltimore facility are endless, but Cremeans explains that the students can only be as good as their teachers.

“Our 32 instructors are truly the best of the best. The average years of experience in our industry with our instructors here at PPG is 34 years. I don’t think it gets any better than that. The upgrades to this facility show our industry that we are committed to training.”

For more information on PPG’s training facility in Baltimore, please visit ppgrefinish.com.

H&D

September 2016

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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!”

ToyotaPartsAndService.com

©2014 Toyota Motor Sales, U.S.A., Inc.

For Toyota Genuine Parts please call one of these authorized local Toyota Dealers: Jerry’s Toyota 8001 Belair Road Baltimore, MD 21236 Toll Free: 877-838-5114 Direct: 410-661-4610 FAX: 443-455-1453 www.jerrystoyota.com

Koons Tysons Toyota 8610 Leesburg Pike Vienna, VA 22182 Phone: 703-790-8310 Fax: 703-356-9081 www.koons.com

R&H Toyota 15 Music Fair Road Owings Mills, MD 21117 Direct: 410-363-4502 Toll Free: 1-866-692-2787 Fax: 410-902-1998 toyotawholesale@rhemail.com

Alexandria Toyota 3750 Jefferson Davis Highway Alexandria, VA 22305 Toll Free: 800-766-9767 Phone: 703-836-8476 Fax: 703-684-3468 www.alexandriatoyota.com

Antwerpen Toyota 12420 Auto Drive Clarksville, MD 21029 Phone: 410-988-9272 Fax: 443-539-4022 darnold@antwerpenauto.com

Checkered Flag Toyota 5301 Virginia Beach Boulevard Virginia Beach, VA 23462 PH: 757-687-3443 FAX: 757-687-3437 www.checkeredflag.com

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September 2016

Ourisman Fairfax Toyota 10441 Lee Highway Fairfax, VA 22030 Toll Free: 800-626-2236 Direct: 703-273-2236 Fax: 703-385-8411 fairfaxparts@ourismanva.com www.ourismanva.com Younger Toyota 1935 Dual Highway Hagerstown, MD 21740 Phone: 800-296-1190 Fax: 301-733-5465 dthompson@youngertoyota.com

Koons Toyota Annapolis 1107 West Street Annapolis,MD 21401 Phone:(800)262-3330 Fax:(410)280-6361 roy.easter@koons.com

September 2016

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LOCAL

NEWS “Lenses for Love” Breaks Beauty Barriers

criswell collision center’s stephanie smith gives back.

Stephanie Smith, office manager of Criswell Collision Center (Annapolis, MD) for the past five years, has recently been receiving an enormous amount of media attention and social media followers for her commitment to the special needs community. About a year and a half ago, she decided to pursue her passion of taking photographs.

Towards the end of 2015, she stumbled upon a blog post about a photographer refusing to partake in a photoshoot for a child with Down syndrome. Reading it broke her heart, so she decided she needed to take action in her own way.

According to Smith, “These kids already feel judged by the world for being different, and the type of world we live in doesn’t give them a chance to feel beautiful. I want to break that barrier of what is considered beautiful.”

The prejudice of this particular blog story really hit close to home for Smith, as she has spent her entire life watching her disabled older sister Melissa struggle to be accepted. Melissa, 32, suffers from Transverse Myelitis, which has left her paralyzed from the chest down. Throughout Melissa’s battle, concerned people from throughout the nation pitched in to raise over $400,000 for her to live in a handicapped-accessible home. Smith could not wait to show the community her appreciation and realized that offering her photography services to families with special needs children free of charge was her way of making a small difference in their lives.

Because Smith does not charge for her exquisite photos, she only asks for one small thing in return.

“After every shoot, I take a picture [of myself] with each one of my kids. I have them all in a photo album with sticky notes explaining what their condition is and how it affects them,” says Smith.

“When my son, Andrew, is old enough, it’s my goal to share the album with him—not only for him to look at and love everyone equally, but to also raise awareness about their specific diseases as well.”

The response from families of the special needs community has been overwhelming for Smith, as she began to receive hundreds of requests from across the nation. In order to maintain her business and personal life, she has created a website called Lenses for Love (lensesforlove.com) where

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families can request a session with her.

“Originally, I was drawing three names a month to donate my time to because it just became too difficult to have to pick. It made me feel horrible,” she says.

Because of Lenses for Love’s popularity, she has had several requests from fellow photographers from all over the country who want to get involved.

“I wanted to build a platform for families to be able to connect and not have to feel uncomfortable or scared to put their child’s story or battle out there to be ridiculed. It’s a safe space for everyone.”

Maintaining a healthy level of attachment can be difficult for her at times. Doing photoshoots for terminally ill children brings tears to her eyes, but she knows that by donating her time and service, she is giving these families something they can hold onto forever.

Not only is Smith genuine and downright likeable, but her infectious charisma is sure to inspire others to open their minds to an alternative way of thinking. With over 40 million views on her local WUSA 9 news story (tinyurl.com/jaa27le) and multiple interviews with major television networks like CBS and CNN regarding her journey, she has impacted more people than she can even imagine.

When asked what she thought was the most important thing to remember about her experiences, she said, “To learn to love with an open heart and not judge people for what they look like or appear to be on the outside. At the end of the day, these kids are stronger, braver and more resilient than any ‘normal’ child I have ever met. They have taught me so much about myself, about my life and about looking at everything with the glass half full.”

In addition to her efforts to give back to the special needs community, Smith has also inspired those closest to her to follow in her footsteps.

Smith’s manager at Criswell Collision Center, Kevin Marvin, says, “She and I have also been working with the National Auto Body Council to donate a recycled vehicle to a family in need. It’s very exciting.

She’s always had a knack for public service, and I tapped into that skill and decided to have her organize extrication training.” H&D

3 2

An inspiring tale of giving back.

By chloe durAnTe

Every Picture Tells a Story

4 5

“Photo 1 is of Haleigh Kozay. Haleigh is the only child in the US with her condition. She was born with a compound mutation of her GARS gene. is is a metabolic disorder that causes delays in all of her growth and development. It affects her speech and motor skills but NOT her smile. She is a trooper. Photos 2 and 3 are of Mike Huddleston. Mike has BPD (bronchopulmonary dysplasia), which is a chronic lung disease, hence the reason for his trach. He is deaf, partially blind and significantly mentally and physically delayed. Aside from all of this, he has been such a highlight and positive point in my life.

He is so happy no matter what is going on.

Photos 4 and 5 are of Charlie Salchert. He has a condition called hypoxic-ischemic encephalopathy.

It is a brain injury caused by oxygen deprivation to the brain. Charlie was not expected to live past the age of two. By the graces of God, he celebrated his second birthday last month and is still fighting. e family caring for him took him out of the foster system at four months old and adopted him. I flew to Milwaukee to donate a photoshoot to their family.”

- Stephanie Smith

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For more information on Stephanie Smith or Lenses for Love, please visit lensesforlove.com.

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September 2016

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WMABA FEATURE

SOPs:

They Really Do Work!

It is common knowledge that repair shops often find themselves bombarded and overwhelmed with work. While having a consistent flow of cars coming in and out of the shop is profitable, shop owners often find that their employees cannot manage the workload. What happens when employees have too many tasks and not enough time? Mistakes, according to Keith Manich, collision director of the Automotive Training Institute.

On July 27, WMABA hosted Manich for a special “Creating SOPs for Collision Repair” meeting in Manassas Park, VA. Throughout the presentation, he discussed the importance of SOPs (Standard Operating Procedures) and just how much they impact any business – specifically repair shops.

No matter the size, every shop can and will benefit from delegating specific tasks to specific employees. Although employers have the best of intentions, as their shops get more efficient and bring in more vehicles, the time needed to complete each task broadens. Simply put, if tasks become too overwhelming, shop owners need to bring in help.

“Where we usually have a problem is, an owner or general manager will jump in to help. While this seems like a nice gesture, we

lose traction on the production side of things,” Manich tells Hammer & Dolly. “It’s like a domino effect. How can management oversee and delegate if they are busy helping on the floor? That’s when things really tend to go awry.”

So how do shop owners and management prevent this from occurring? Manich believes that the first step begins with creating an accurate job description. It is very important to allow new employees to carefully review what is expected of them and to answer any questions they may have before they sign off on their responsibilities. As silly as it may sound, in order to maintain a fluid motion, employees need to know exactly what is expected of them from their very first day on the job. The SOPs must be tied completely to every employee’s job description; there should not be any surprises.

Although the idea of producing clear, concise and consistent job descriptions seems to be a universal standard that all businesses shall abide by, task lists change inadvertently and management can lose track of them when business is booming.

“We tend to give employees too many tasks,” Manich says.

“Everything starts out pretty cut and dry; however, three months down

WMABA offers forward-thinking education.

By chloe durAnTe

WmABA’s July 27 seminar explored how standard operating Procedures (soPs) can reshape a business.

the line, the list is twice as long! We always end up giving them way more responsibility than we set out to. So what happens is they get so inundated with work that the basic core tasks they were hired to perform are being overlooked or not being done.”

Encouraged by the positive feedback she has received from members who attended the July 27 event, WMABA Executive Director Jordan Hendler sees the value in sharing Manich’s message with as many shops as possible.

“The message of SOPs is the hope to maintain a smooth-running operation. How else can a shop owner or manager gain the freedom to work on the business rather than in it? Not only did Keith provide those in attendance valuable templates to actually execute the shared information, he also reviewed the use and implementation of processes and job descriptions. It seemed apt that he would dive into the specifics of why and how to know what each person or position in your entire organization does. How else would you know how to measure their successes or failures and address each accordingly?”

One way to help monitor tasks and responsibilities is for employers to keep goal and performance scoreboards around the shop. By having these visuals, employers are able to track efficiency and measure the time it takes to complete each task on a daily basis.

“Having these visuals makes it very easy for employees to see if they are getting behind. For example, if a tech is having an issue with welding that is taking away from production time, it is an easy fix. It gives them more direction in the processing of the work,” says Manich.

So, what should employers do when technicians are falling behind?

Manich stresses the importance of managers and shop owners being proactive by acknowledging when and where changes need to take place. If something isn’t working, why continue doing it? The problem needs to be identified and corrective action needs to be taken immediately.

“Let’s say there is a delay in getting the parts to the technician, so it

left to right: Jordan hendler, Jim silverman, keith manich

is slowing down the repair process. A corrective action sequence would be making a change in how the parts are delivered. Instead of waiting for someone from the parts department to wheel them to the floor, have someone go retrieve them. Sometimes the corrective action is very simple, but the shops are not doing this enough.”

In addition to job descriptions, task lists and performance visuals, Manich believes that quality control trumps all.

“The thing that continually comes up is quality control processes. If a tech is not given a set quality standard by management, then it is being left up to that tech to make the decision on what constitutes ‘quality’ work. So, what I always use is a quality control checklist. Every employee who touches the vehicle is given their own specific quality checklist for their tasks. Before the car goes to the next person in line, everything they are responsible for on that checklist must be checked off. If everybody does this, it is a smooth process without any hiccups.”

If this is not done, there is always a chance of having a dissatisfied customer. What shop owner wants a car to land back in their shop for a mistake or poor quality work? Not only does this make the shop look bad, but also may require a repair to be redone. In this unfortunate instance, the shop loses money on labor and materials; this is also known as the “cost for non-compliance.” This is the last thing repair shops want. If there are simple procedures to prevent these unnecessary costs, why not utilize them?

Yes, creating these lists may seem tedious and time-consuming, but it is worth the consideration and energy in the long run. Employees want to feel that they have the opportunity to grow and excel beyond their current capacities. Why not allow them to prove themselves by giving them the tools necessary to succeed? As Manich suggested during his presentation, let’s give them that opportunity by creating a positive business environment.

For more information on SOPs or the Automotive Training Institute, please visit autotraining.net. H&D September 2016

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RECAP CIC Asks: “Is Certification a Good Thing?”

Allstate’s clint marlow: “We’ve all benefitted from the competition that alternate parts drive in the marketplace.”

John eck of general motors: “if you want to do an oem repair, that does not include aftermarket parts.”

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With so much being written and debated about in today’s industry on body shop certification, the Collision Industry Conference (CIC) used its August 9 meeting in Anaheim, CA to offer manufacturers, insurers and certifying entities an opportunity to share their views on the matter in a special panel discussion. Participants included David Parzen (senior technical project manager for NSF International), Scott Biggs (CEO of Assured Performance Network), Mark Allen (manager of collision and equipment for Audi America), John Eck (manager - wholesale dealer channel for General Motors) and Clint Marlow (senior manager - claims strategy for Allstate Insurance). Moderated

by Past CIC Chairman Lou DiLisio, the oftencontentious exchange provided insight into the friction that exists in the inter-industry regarding the certification concept and what it takes to produce a safe, OEM-approved repair.

“I don’t think [certification] is a good thing; I think it’s a great thing,” offered Biggs. “It’s one of the things that’s completely transforming this industry for the better…More shops have the right tools, equipment and training than ever before by leaps and bounds…The ripple effect is just incredible.”

“It is what it is,” commented Eck. “The industry has ended up where we are today, with the OEMs concerned about the overall safety and repair of our vehicles that we sold and that have a longevity on the road that is getting longer. We also have to be very aware of consumer loyalty. We want to sell them another car [or] another truck when that time comes. We want that opportunity,

September 2016

and a big factor is the satisfaction [with] their vehicle through their ownership experience – and collision repair is part of that ownership experience.”

As vehicles become more complex, Allen sees an escalating need to get shops properly skilled and prepared to handle what is already arriving in their bays.

“I think it’s tremendously necessary, and I think it’s really showing the way of where the industry is going.”

NSF International recently certified 70 ABRA Auto Body & Glass Repair Centers via the NSF Collision Repair Shop Certification program. ABRA is the first company to earn NSF collision repair shop certification and plans to certify all of its Auto Body & Glass Repair Centers.

“We don’t claim to be experts in the industries that we’re in; we’re experts in certification and writing standards,” Parzen told the CIC body.

“We’re approved by ANSI [American National Standards Institute] to write certification standards, and we bring people together from the industry to act as technical experts [in the process of developing standards].”

Adding an air of drama to the discussion, Biggs stressed the need for shops to fulfill the training and equipment requirements necessary to enable them to legitimately work on today’s vehicles, especially considering that it is the shops that will ultimately have the liability if a bad repair results in injury or death.

“There’s a whole lot of customers getting killed because of crappy repairs. You know why we never

CIC explores a hot industry trend.

By Joel gAusTen

YOUR ROAD TO hear [about] it? Because they’re settled out of court; they’re gagged and we never see it in the newspapers.”

Naturally, a key element to being involved in an OEM certification program is a shop’s willingness to embrace original manufacturer parts. Eck made it clear at CIC that General Motors has zero tolerance for alternatives.

“If you want to do an OEM repair, that does not include aftermarket parts. I’m sorry, but those parts are not tested; they’re not crash tested the way we did with our vehicles. They are not certified to be a repair part that would stand by the term ‘OEM repair.’ It’s just not an OEM repair if that’s the part.”

Countering this position, Marlow opined that there was a place in the industry for “the right aftermarket part, with the right certification on the right vehicle with customer consent.” He added that non-OEM parts have had a positive impact on the collision repair field.

“I look around this particular room, and I think if we self-reflect… we’ve all benefitted from the competition that alternate parts drive in the marketplace.

Most of us are in business to repair cars. I think the reality is, without competition – if there’s only one place to get that part – we’d all be fixing a lot less cars…I think it’s important for us to support competition.

Basically, we want to keep fixing cars.”

Far from accepting of Marlow’s views, Allen offered sharp words against straying

SUCCESS

STARTS HERE. Audi’s mark Allen: certification is “tremendously necessary.” away from what the automaker identifies as the proper parts for their vehicles.

“I think competition is only fair when it is held to the exact same standards, and we do not have that today. The only part that those repair procedures were developed with were the parts that the car was built with. I have never seen NSF or any other qualifying organization integrate those parts that are supposedly competitive and run them into a wall…When you do and you prove that it works to that level, then you might talk about ‘competition.’ Until then, it’s your manipulation of trying to control a market.”

H&D

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Executive Director’s Thoughts

As we’ve been covering for several years now, the chasm between repairers with OEM certifications and those without it is growing wider and wider. Consumers now have clear differences to consider when choosing which repairer they’d take their car to.

That can mean big things to those repairers who have tighter markets.

- Jordan Hendler

Caliber Collision embraces diversity in the workplace and is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, national origin, age, sex, religion, disability, sexual orientation, marital status, veteran status, gender identity or expression, or any other basis protected by local, state or federal law.

September 2016

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RECAP CIC TOURS Don’s Garage

On August 10, attendees of the Collision Industry Conference in Anaheim, CA were invited to experience an automotive lover’s paradise.

Nestled in a secluded location in Corona, Don’s Garage is a private palace that not only houses some of the most breathtaking collectible cars on the planet, but also boasts extensive collections of everything ranging from Barbie dolls to more ’50s memorabilia than you can possibly imagine. This ultimate “man cave” is owned by retired collision industry veteran Don Long and his wife, Ann, on part of their amazing eight-acre property. CIC guests were invited to tour the entire two-story building as well as enjoy a lunch at Don’s Garage’s ’50s-style diner. H&D

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An amazing afternoon in CA.

left to right: cic’s Jeff hendler, Ann long, don long and david newton-ross (The National Collision Repairer)

September 2016

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NATIONAL

NEWS SCRS REFLECTS ON

ACTIVE SECOND QUARTER If you are a member of WMABA, know that the advocacy that’s taking place within the industry on your behalf extends far beyond your shop or even your state. Through WMABA’s affiliation with the Society of Collision Repair Specialists (SCRS), you are connected with an organization that represents thousands of repair professionals nationwide. SCRS’ tireless work was highlighted during an update provided by Executive Director Aaron Schulenburg at the national group’s August 9 Board of Directors meeting in Anaheim, CA. Not surprisingly, the last three months saw SCRS devote time and resources to a multitude of areas of interest and concern for repairers. With considerable help from association member Trace Coccimiglio (Valet Auto Body; Draper, UT), SCRS spent the last quarter compiling Department of Insurance (DOI) complaint forms for every state in the US for a repository in the Members Only section of scrs.com.

“There are a lot of shops that certainly face issues with their customers not getting properly indemnified for the extensive repairs that those shops are performing,” Schulenburg observed. “But not every shop is aware of resources available to them in their state that guide a consumer to address those issues.”

In an effort to respond to as many wide-reaching member concerns as possible, SCRS is engaged in collaborative work with a number of industry-related entities including SEMA’s Vehicle Electronics Task Force and participates in discussions such as those held by the Collision Industry Conference (CIC) Insurer-Repairer

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September 2016

Relations Committee and Definitions Committee. The association’s work with the latter two stems from a commitment to providing a voice for those repairers across the country who are unable to attend CIC’s quarterly meetings.

“It’s important for us to be involved there. Those conversations translate many times into work products, and we want to make sure that the independent voice is recognized.”

SCRS’ focus on CIC includes participating in the debate concerning the CIC Definitions Committee’s proposed updates to its “Minimum Recommended Requirements for a Class A Collision Repair Facility” document (“‘Don’t Do It:’ Repairers Push Against CIC ‘Class A’ Project,” H&D June 2016). At the most recent Conference meeting held in Anaheim, CIC Chairman Randy Stabler announced that the discussion had been removed as an agenda item in favor of putting up the most recent version of the Committee’s work product (which removes the “Class A” designation altogether) on ciclink.com.

Schulenburg noted how distorted the Class A discussion had become since updates were reintroduced as a discussion point at CIC in the spring of 2015.

“If you get too specific with the document, you run the risk of being outdated before you publish it and failing to potentially reflect the wide range of specific requirements established by the automakers; if you get too general with the document, then it’s useless,” he said. “It becomes something that doesn’t bring much value to the industry, especially when we look at everything else that is available outside of it.”

(At the CIC meeting following the SCRS gathering, Past CIC Chairman Lou DiLisio noted that the decision to move forward with the current work piece was based on the controversies and lack of consensus surrounding possible updates to the Class A document.

He added, “While CIC had that opportunity to develop that type of a program, other organizations and other entities have been doing it and have been successful with it as well.”)

Now in its ninth year of operation, the SCRS/Alliance of Automotive Service Providers (AASP)-sponsored Database Enhancement Gateway (DEG) has processed nearly 10,000 inquiries since its 2007 launch and continues to provide solutions to labor time issues and discrepancies with the estimating systems from Mitchell, CCC and AudaExplore. The free site is currently undergoing an extensive redesign to increase functionality for the

WMABA affiliate meets in Anaheim.

By Joel gAusTen

end-user. Schulenburg also noted important changes to the MOTOR GTE pages that added language relative to scanning, welding operations and other areas of interest to collision repair professionals.

With the 2016 SEMA Show only a few months away, SCRS is continuing its work to develop valuable content for collision industry attendees at this year’s show. Scheduled for November 3, the all-day 2016 OEM Collision Repair Technology Summit will be comprised of three different sessions designed to explore and address critical repair-centric issues. The morning session, “Restoring Vehicle Functionality through Electronic Technology and Diagnostics,” will feature two panels moderated by John Ellis (Ellis & Associates).

The first will feature participation by major automakers that have come out with position statements regarding vehicle scanning and recalibration, while the second discussion will be with solution providers including aftermarket scanning tool companies. Mark Voss of General Motors will lead “Advanced Vehicle Materials, Construction and Repair Considerations,” an afternoon discussion that will explore the role composites will play in advanced vehicle construction. This session will also include a separate presentation from Frank V. Billotto, business marketing manager – aftermarket for Dow Automotive Systems, who will discuss trends in vehicle body design and assembly. The third and final Summit presentation, “Meet the Trainer,” will feature a candid discussion with individuals responsible for manufacturer training and curriculum development. (For more information on SCRS’ schedule of events at SEMA, see our story on page 40).

For more information on SEMA 2016 and to register, visit scrs.com/rde. More information on SCRS is available at scrs.com. H&D

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NATIONAL

NEWS SCRS TO BRING

ADVANCED EDUCATION TO SEMA 2016 As discussed in last month’s issue (“The Biggest Gets Better: SEMA 2016 Takes Shape,” H&D August 2016), the Society of Collision Repair Specialists (SCRS) will have a major presence at this year’s SEMA Show (November 1-4, Las Vegas Convention Center). Once again, the WMABA-affiliated national association will present its annual Repairer Driven Education (RDE) Series, which will boast more than two dozen classes developed to help repair professionals better navigate and succeed within an alwayschanging industry and marketplace.

As any successful business owner knows, the key to an operation’s continued health and longevity is having a happy and cohesive crew of employees. On November 2, Mike Jones of Discover Leadership Training will present “Address Problems in the Shop Before They Happen,” a two-hour RDE seminar that will focus on a shop crew’s behavior, how employees interact with each other and the effectiveness of the communication between them so things get done right the first time to increase productivity. Those who attend Jones’ seminar will learn to gain agreements/manage expectations, energize their team, create a more positive environment, improve the effectiveness of a team’s communication and get more production across the board. One of the critical areas explored in the course will be ways for attendees to ensure that what they take back to their shops from Jones’ talk is followed and sustained on the employee level.

“The more and more we practice new behaviors, the more and more they become our new habits,” he says. “In order for me to deliberately practice new behaviors, I have to have accountability partners around me who I’ve given permission to call me out if I get off track or revert back to old behaviors…If the behaviors that we’re looking for are being demonstrated, then we keep celebrating and acknowledging that. If behaviors show up that won’t get us to that outcome, then we’ve given each other permission to hold us accountable to shift our energy and behavior to get back on track.”

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Many shops claim to be “Repair Planning,” but when challenged, they can’t quantify how they have improved any of their business metrics. Part of the reason is that they aren’t measuring their Repair Planning efficiency, but a bigger reason is because they aren’t Repair Planning properly and, therefore, are not achieving the potential and desired results. Extensive solutions to this dilemma will be provided November 2 during “Repair Plan Like You Mean It,” a special RDE presentation by Michael Giarrizzo, Jr. of DCR Systems LLC. Giarrizzo intends to use the strategies developed at DCR Systems as a way to demonstrate how shops can create more thorough plans to get a better “pre-op” view of vehicles before initiating repairs.

“How often in our industry do we have a vehicle all complete and put back together…only to identify another issue? Or identify another issue in the midst of repairs? Don’t start at the estimating databases when it comes to identifying correct parts or fasteners or clips or brackets - take it to another level. We’re getting the OE documentation, working with our vendors and scrubbing that parts order…There are so many opportunities for waste and redundancy in a random work environment that the people around and involved in that environment [must] possess the thought process that says, “You know what? We can get this right up front.’ It’s a matter of committing the time and the resources to do that.”

With body shop consolidation currently having a substantial impact in the Mid-Atlantic region, independent owners in the WMABA community are encouraged to attend “Competing with Consolidation: 5 Ways to Make More Money and Outmaneuver Your Biggest Competitors in 2017,” a November 1 RDE session that will explore major industry consolidation trends and offer ways for independent collision repair businesses to still grow in this new environment.

“There’s lots of opportunities for independent, privately owned collision repair [businesses] in the industry, but it’s important that these independents are aware of what’s going on and how the industry’s changing,” offers first-time SEMA presenter Brad Mewes (Supplement), who will be presiding over the discussion. “The consolidators are growing for two main reasons. The first one is that three of the four [major consolidators] are backed by large and private equity funds that provide capital for expansion and growth.

They have a mandate to grow, and they have the capital to grow.

The second reason is that it’s very effective to grow in the collision industry due to what’s called ‘economies of scale.’ That basically means that the larger your business becomes, the lower your marginal costs become because you’re able to spread your fixed costs across a wider base of sales. The larger operators are able to develop economies of scale. The implications for a smaller organization is that larger organizations have certain inherent advantages that are difficult for a small business to replicate…It’s

Various ways to learn in Vegas.

By Joel gAusTen

important to understand the business model of these larger groups and then be able to adapt appropriately.”

The presentation will cover two areas. First, Mewes says he will review how the large consolidators are re-writing the rules of the collision repair industry to fuel their rapid growth. But the second part of the presentation will focus on the inherent strengths smaller, privately-held organizations can leverage to compete in a consolidating environment.

"There are a lot of advantages large national MSO organizations have in the market," says Mewes. "But there are tools that smaller organizations can use to their advantage - but it definitely requires a change in thinking about how business is done."

If you’ve picked up a trade publication in recent months, you know that pre- and post-repair scanning has quickly become one of the industry’s most pressing issues. On November 4, Jake Rodenroth of Collision Diagnostic Services will explore the role that diagnostics play in a collision repair environment. His RDE course, “Advanced Vehicle Systems: Are We Ready?” will cover a variety of advanced vehicle systems and how a shop should react when these systems are encountered. Due to the nature of how these systems work, they often have an effect on repair-versus-replace and part type selection. The goal of this content is to educate all collision repair stakeholders on the need, role and outcome of collision diagnostics. Additionally, Rodenroth will help define “what the collision diagnostic technician looks like, and what that role is,” especially when it comes to embracing new opportunities for more in-house mechanical work.

“As the cars become less and less repairable in regards to the steel and the materials they’re made out of, you’re going to have to find other revenue streams. You’re going to have to think about, ‘What can I bring in-house that I’m currently subletting out?’ They may have to staff for that, and they may have to make some decisions on equipment…There are a couple of opportunities there, and I intend to highlight these opportunities at the SEMA Show this year.”

The company behind the asTech scan tool, Collision Diagnostic Services has stepped up its work in the past year to assist shops across

the country in getting up to speed on the need for scanning before and after a job.

“As a company, we knew that the industry would not get there on its own,” Rodenroth observes. “We started working with groups like I-CAR and helped them develop a curriculum for diagnostics. That way, [we] touch not only shop owners, estimators and technicians with diagnostic training, but [we] also touch insurance professionals. It’s going to take all parties [to be] a part of this thing. We also met with several OEs, both in a group and individually, to help them come up with position statements, some of which you’ve seen at the market. You’ll see some more hit the market before it’s all said and done.”

Away from the classrooms, SCRS will host the 2016 OEM Collision Repair Technology Summit on November 3. According to the association, the all-day event “is one of the most unique networking and learning opportunities available to the collision repair industry, designed to put SEMA Show attendees in a room with innovators in automotive structural design and technology. The Summit’s focus is on emerging trends in vehicle construction and technology and how both of those aspects influence vehicle repairability and collision industry preparation.

The presentations will feature companies and individuals with rich histories of producing sophisticated advancements in the automotive and collision repair fields, and will highlight technical insight into architecture and development of modern vehicles and how those advancements intersect with the repair process. Every participant in this industry can benefit from better insight into how vehicles and materials are evolving, what that means in the repair process and what will be expected of those who are performing these repairs.”

The OEM Summit will be followed that evening by the RDE Sky Villa After-party. For registration and more information on SCRS’ activities and events at SEMA, visit scrs.com/rde. More information on the upcoming SEMA Show will be featured in next month’s Hammer & Dolly. H&D

September 2016

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TECHNICAL

FEATURE Hot Topics and Industry Confusion: A Conversation with Larry Montanez

As anyone who regularly reads Hammer & Dolly knows, Larry Montanez doesn’t mince words or suffer fools gladly. One of the industry’s most outspoken advocates for OEM repair procedures and proper industry training, he has offered his no-nonsense views on collision repair in our publication for years. But for this issue of Hammer & Dolly, we decided to do something different and have Larry be an interviewee rather than a writer. We wanted to pick his brain on some of the industry’s most pressing topics and allow him to speak freely without needing to compose his thoughts into a structured article. Not surprisingly, what resulted was one of the frankest and hardest-hitting exchanges we’ve ever featured in this publication. it was only a few years ago when “preand post-repair scanning” was a foreign concept for many shops. Why has this become the next hot topic for this industry to address, and why do shops need to get on board now?

Since the early 2000s when vehicles became more computer controlled, they have required pre- and post-repair scanning per the mechanical repair procedures. The Europeans have been requiring scanning since that time, but many OEMs let it fall to the wayside when it came to diagnosing after a collision event. In many cases, collision repairers were sending potentially unsafe vehicles with inoperable systems back on the roadways, all because there was no Malfunction Indicator Lamp [MIL] illuminated.

The incorrect thought or misconception is that if there is no MIL on the dash, everything is okay. Contrarily, most vehicles do not set MILs when there is a Diagnostic Trouble Code [DTC] or issue with an electronic system. Additionally, over the years, certain OEMs required re-aiming of the parking

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sensors and re-weighing of the Occupant Sensor for the discriminatory passenger SRS, but many shops never performed these procedures because they did not access the OEM repair information and no one knocked on their door and told them.

A big issue I have seen is when I am teaching a class and I mention the required wheel alignment to initialize the steering angle sensor to the backup camera after the decklid or hatch were either R&I’d or replaced. I look around the room and I get the look of ‘DOH!’ And then I hear from many in the class, ‘I never knew that.’ Scary indeed.

We have heard that some of the thirdparty scan tools currently available on the market do not have full coverage of certain vehicles, leading some repairers to revert back to using individual scan tools recommended by the manufacturers. What is your experience with this problem out in the field?

There are a few scanners that can perform many of the resets on many vehicles, although full coverage is not there yet. Conversely, there are literally 50 scanners that will read the vehicles for fault codes at the beginning of the damage analysis. What shops need to understand is that they MUST pre-scan all vehicles, even with just a simple code reader, and then the post-scans can be performed at the dealer if the equipment is not available or if the vehicle is late-model with multiple electronic systems. All vehicles require a wheel alignment check after structural repairs are completed, and some non-structural repairs require a wheel alignment check. Some OEM systems can only be reset with proprietary software while performing the wheel alignment/wheel alignment check, and that is only available to the dealers.

What are your thoughts on “one-size-fits-all” scan tools as an alternative to shops using multiple tools for multiple manufacturers?

For pre-scanning, I think they are essential. For post-scanning, it is an important operation to protect the shops’ liability. Conversely, if the shop cannot perform the scan, or just has the codes cleared without diagnosing the issue, their liability could be exposed, so we recommend that all post scans be performed at the dealer. Yes, we feel that all vehicles should go to the dealer for system resets, relearning, wheel alignments and any other computer/electronic system checks and diagnosing. My reasoning is that shops may not possess the proper training and experience to perform all resets/relearns/etc.

Additionally, the liability to the shop is not worth the risk; let the technicians who do it all the time do it. recently, honda, FcA, nissan and Toyota published position statements regarding pre- and post-repair scanning, while many other oems are expected to issue similar ones in the not-too-distant future. What are your thoughts on how oems have addressed this issue so far?

Most European OEs have required scanning in their mechanical repair information for years, but unless there is a separate document stating a specific operation for repairs, facilities don’t know about it and insurers don’t want to pay for it.

It is a pretty sad state of affairs that many people are so stubborn about not reading or researching technical information.

What are some of the potential dangers in disregarding the oems’ recommended procedures for pre-and post-repair scanning?

Tech talk and tough love.

By Joel gAusTen

larry montanez, cdA is co-owner of P&L Consultants with Peter Pratti Jr. P&L Consultants work with collision repair shops on estimating, production and proper repair procedures. P&L conducts repair workshops on MIG & Resistance Welding, Measuring for Estimating and Advanced Estimating Skills. P&L also conducts investigations for insurers and repair shops for improper repairs, collision reparability and estimating issues. Larry is ISO 9606-2 Certified for Audi and Mercedes-Benz and is a certified technician for multiple OEM Collision Repair Programs.

P&L can be reached by contacting Larry at (718) 891-4018 (office), (917) 860-3588 (cell) or info@Pnlestimology.com

Crashes, deaths, injuries and lawsuits, to name a few. It is the repairer who is at fault for cutting corners or not performing repairs correctly. If you don’t post-scan, the liability is on the shop – not the insurer – if there is an issue after repairs that results in an incident.

We recently heard from a shop that repaired a 2016 Volkswagen golf with a small hit to the right front bumper. he told us that this seemingly simple repair required a recalibration of the car’s radar system. And he said to us, “This wasn’t a BmW; this was a car we’re seeing at our shops every day.”

What are some examples that you’ve encountered where a shop misjudged the procedures needed based on the vehicle model and extent of the damage at first glance?

Not realigning/resetting/re-aiming the radar system could have caused the vehicle to inaccurately deem the distance between the Golf and another vehicle or stationary object, and could have caused the Golf to impact one of those objects. Issues we have seen include

the re-initializing of the backup camera to the steering angle sensor issue, aiming parking aids, alignment of DISTRONIC cruise control and other electronic systems. This was all due to the antiquated idea that some light on the dash will let you know if there’s a problem. This way of thinking must end and end now.

not only does the installer need to use the OEM urethane adhesive, but they must use the OEM glass. Knockoff/imitation glass will not always work with these sensitive electronic systems attached to the glass, and almost all of the OEMs have position statements against the use of used and aftermarket components.

Well, to clarify it, glass breaks, but it does assist in the transfer of the collision pulse with the assistance of the structural urethane adhesive that affixes it to the vehicle. This combination assists with not only collision pulse management, but also with the torsional stability and drivability comfort of the vehicle.

Over the past few years, OEMs have attached electronic systems such as cameras, rain sensors and radars directly to the inside of the windshield. When windshields are replaced,

Aluminum did not hit the market a couple of years ago, unless you consider a couple years to be 20. This is another misconception; just because the masses don’t hear about it doesn’t mean it doesn’t exist. The facilities that have been involved with the European aluminum repair programs are really not having an issue with aluminum repair because they took the proper training and purchased the correct equipment. The biggest problems are the shops who never repaired or worked

The windshield has always been more important to the structural integrity of a car than most laypeople realize, but how has today’s driver assist technology made the windshield even more crucial to a vehicle’s operations?

it’s been a couple of years now since the push for aluminum repair hit this industry.

As someone who deals with shops all over the country, how would you characterize their current ability to successfully perform these repairs?

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TECHNICAL FEATURE

with aluminum before. Most of them have only recently attended the limited training available to the masses, due to the Ford F-150, but I-CAR has had aluminum repair courses for about 15 years. Most of the European OEMs with a Certified Collision Repair Facility [CCRF] Program will require 8 to 16 hours of instructorled, hands-on training for just one model, and another 8-12 hours of self-learning computer based training. Others will require 24-40 hours of instructor-led, hands-on training for the range of vehicles offered. Additionally, with CCRF Program for aluminum, the European OEMs are requiring 40 to 80 hours for Aluminum Welding Certification, with testing certified by AWS under ISO9606-2 Standard.

Cheaper equipment is another big issue, and so is the inadequate aluminum welding equipment that has popped up out of nowhere.

Everyone seems to have an aluminum welder that can do it, but the reality is that European OEMs – Tesla [USA] included – offer only an option of two or three welders from only two or three companies. The three most certified and approved welders include the Fronius TransPuls Synergic 2700, the Car-O-Liner CMI 3000 and the Wielander+Schill Inverta-Puls IP 6-2. In some cases, these machines are only sold through the dealer equipment supplier.

Where are the biggest problem areas you’re seeing in modern aluminum repair?

Incorrect judgement on repair-versusreplace decisions on aluminum and steel vehicles. Some techs really need to listen more and follow the proper procedures and purchase the proper equipment. Also, some data-entry estimators really don’t know vehicle construction and vehicle repair protocols.

There are also shop owners and estimators who are too influenced by insurers on how vehicles get repaired and where components are purchased.

Many shops still do not possess a resistance welder, still have frame equipment from 25-plus years ago, have no electronic measuring, still clip cars and still use weld-on used parts and sections of vehicles. They still feel that to be a technician and make a profit, they must fix everything and that purchasing replacements parts is not real collision work. I read comments online along the lines of, ‘I can fix anything and get paid 40 hours to do it and clock in only 18 and a half hours.’ It is really sad that poor repairs are being performed on vehicles and that unsuspecting vehicle owners have no idea how poorly repaired their car is.

looking ahead, what are some developments or trends you see impacting the industry soon that shops need to focus on and invest in now in order to compete in the market and perform safe repairs?

This is an easy one. Shops need to invest in equipment, training and securing the future.

If not, they should fold up the shop now and move on to a different business. Aluminum, carbon fiber, mixed-material vehicles and more electric propulsion vehicles will be here in the next five years, and it’ll all come from OEMs that don’t build high-end luxury vehicles. Shop owners and damage assessors/estimators and managers need to study not only the OEM repair procedures and position statements, but also the laws for their states.

Insurers have no say in repair protocols, but too many shops still listen to statements like, ‘We don’t pay for that,’ ‘We don’t allow that,’ ‘That’s not necessary’ and my favorite, ‘Well, I worked in a shop…’ People need to wake up and understand the rules and what has to be done, because the general driving public depends on safely repaired vehicles.

The other issue I see – and Mike Anderson and I have spoken at length about this – is the lack of ‘want’ from the shop owners and techs. And by ‘want,’ I mean: the want to invest in training, either I-CAR or a third party provider, unless it is about numbers or estimating. Mike Anderson and I fill our classes all the time when it is about estimating, but for my hands-on aluminum repair workshop, the shop owners don’t want to pay or host the workshop; the want to better themselves by reading and studying new information. I cannot tell you how many times Mike has mentioned me in his class and many have never heard of me. When I mention Mike or Toby Chess, the DEG or SCRS, I get deer-in-the-headlights looks of WHO?; the want to change their ways from antiquated procedures, tools and equipment; the want to not be greedy and say, ‘If I fix it, I can make more money than if I replace it;’ and the want to realize vehicles will evolve and advance and that they need to get on board or face extinction. H&D

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September 2016

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COVER STORY

SCANNING: WILL THE

scanning is not just for mechanics anymore.

INDUSTRY GET UP TO SPEED?

In an era when even a $30,000 Chrysler Pacifica is loaded with a 360-degree camera and other advanced collision avoidance technologies, the need for collision centers to perform pre-and post-repair scanning is impossible to ignore.

These days, replacing a quarter panel could require the recalibration of radar sensors. If you own a body shop and are not taking steps to ensure that your techs are performing scans before and after repairs, then you’re setting yourself up for a life of comebacks and headaches.

To help guide shops through a correct repair process, a growing number of OEMs are issuing position statements promoting scanning. For example, American Honda recently offered perhaps the sharpest words yet on the topic: It is the position of American Honda that all vehicles involved in a collision* must have the following minimum diagnostic scans, inspections and/or calibrations done to avoid improper repair: • A preliminary diagnostic scan during the repair estimation phase to determine what Diagnostic Trouble Codes (DTCs) may be present, so proper repairs may be included. See Background On Scan Requirements paragraph for more information.

• A post repair diagnostic scan to confirm that no DTCs remain. o Any repair that requires disconnection of electrical components in order to perform the repair will require a post-repair diagnostic scan to confirm if the component is reconnected properly and functioning. o Damage that requires body parts replacement will always require a postrepair diagnostic scan.

• Some safety and driver assistive systems will require inspections, calibration, and/or aiming after collision or other body repairs. *A collision is defined as damage that exceeds minor outer panel cosmetic distortion.

Honda has used its latest position statement to outline the various driver assistive systems that require software-based calibration to ensure proper operation after a repair: Adaptive Cruise Control (ACC) Collision Mitigation Braking System (CMBSTM) Forward Collision Warning (FCW) Lane Departure Warning (LDW) Lane Keeping Assist System (LKAS) Road Departure Mitigation (RDM) Blind Spot Information (BSI) LaneWatch (Honda Only) Multi-View Camera System (MVCS - Acura Only)

Honda’s full position statement can be read at tinyurl.com/gt3fftx. Nissan is another manufacturer to issue a position statement on pre- and post-repair system scanning (available in full at tinyurl.com/zla5zvc):

Addressing a critical industry issue.

By Joel gAusTen

Nissan vehicles today have more technology and electrical components than ever before. Today, it is necessary in most repair situations for the vehicle to have a pre- and post-repair system scan so that the repairer is informed of any trouble codes present, even in cases where there are no identifier lights on the dash.

A pre-repair system scan can identify items up front that are malfunctioning on a vehicle. This helps the repair facility to fully understand the scope of the collision repair, even before starting. The post-repair system scan will confirm that trouble items have been properly repaired and systems are calibrated, helping to ensure our customers’ safety and satisfaction.

It is the stance of Nissan North America that all of our vehicles be scanned following a collision repair to help ensure the vehicles’ systems are communicating properly with no trouble codes outstanding. It is also recommended that, where appropriate, a pre-repair scan also be completed for reasons mentioned above. The safety of our customers is our number one priority, and we believe these pre- and post-repair scans are more and more integral to a safe, quality repair. We ask the general repair industry to adhere to these strict guidelines going forward.

These are just two of the automakers that are publically urging repairers to perform the appropriate scans before and after a job. The entities that developed and produced these vehicles are providing guidance on ways to perform proper repairs, and the industry should listen. But things are rarely that easy.

With OEMs beginning to step up their support of pre- and postrepair scanning in a big way, does that mean that shops should really scan every vehicle that hits the bay? During a recent presentation of the Collision Industry Conference (CIC) Emerging Technologies Subcommittee in Anaheim, Jack Rozint of repaircar.com shared a recent conversation he had with a Southern California MSO owner whose business was involved in “a major insurer’s program that specializes in very quick turnarounds and very short cycle time repairs on light-hit vehicles.” Rozint noted that when he asked this owner if his shops performed scans on every job, he replied that he “couldn’t possibly afford to scan every car” since his operation typically takes in and delivers 15 vehicles a day. The owner went on to tell Rozint that each scanning process takes approximately 30 minutes to perform. Multiply that by 15 cars a day, and it becomes clear this company would need additional personnel just to handle full scanning.

Of course, sending the car to the dealer to perform scans is an option. Not only could this help alleviate a shop’s financial burdens, but it can also go a long way in addressing the growing (and somewhat uncomfortable) reality that not all scan tools available in the market are created equal. The more the pre- and post-repair scanning message is heard in this industry, the more Hammer & Dolly receives complaints from readers over the quality of some of their current non-OE scan tools.

“I hear online and in the media that these things can do all this programming instead of us sending the car to the dealer and improve

cycle time, but there might be things they can’t do,” offers one MidAtlantic shop owner. “Even though I pay for my tool, I have to send a lot of cars to the dealer anyway. When we remove a bumper on an Audi that has the lane assist and reinstall it, Audi’s instructions say that the system has to be calibrated. I plugged in my scan tool, it cleared all the fault codes, I got an invoice and the car went up the road. I later found out that the lane assist basically required tooling in-shop. I started sending the cars to the dealer. There are limitations to some of these tools, but I question if that message is getting out to the shops.”

Another repairer tells us that although a popular industry scan tool greenlit a Jeep at his shop, that vehicle was later brought back when it was discovered that the tool didn’t pick up an issue with the comfort access handle.

“When the customer puts his hand on the handle, it’s supposed to unlock, but it didn’t work,” he says. “I called the scan company, and they couldn’t find anything. I hooked up another scan tool to it, and it told me that there was an antenna fault. Why couldn’t the first tool see that fault?”

While neither WMABA shop owner we spoke to for this story said it was feasible to have OEM scan tools for every vehicle they work on, they both agree that shops need to do their homework before investing in any product currently out there. This includes making sure that the manufacturer of the product provides the right training to ensure proper usage on the shop floor. That said, even the most diligent repairers would admit that there are still occasions when taking the car to the dealer is the safest bet.

“It’s still up to the repairer to determine if one of these aftermarket scan companies has the capabilities to do the programming that is required,” says one owner. “I have to do my own homework on what’s required for each car and each manufacturer. Then, if I am confident that they can handle the clearing or programming, I will let them do those scans. However, if there’s reprogramming to lane assist or other systems that require tooling, those cars go to the dealership. It’s a caseby-case basis right now… Is it time to abandon the dealers and their ability to program with their tooling? Not yet.”

“These scan tools aren’t a magic pill,” adds the other WMABA member. “You can’t plug a car in and think everything is going to be perfect. You still have to do your own homework and understand what the car needs.” H&D

Executive Director’s Thoughts

scanning every one of today’s vehicles shouldn’t be a “new” thing.

Truly, this should have been going on since the technologies for seat calibration, lane departure and radar showed up. The necessity of these operations should be paramount to returning the vehicle to your customer safely. We hope to see more insurers getting their priorities with this on the same page soon!

- Jordan Hendler

September 2016

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WHAT’S

The Playbook

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.

MEMBER TESTIMONIALS

The two obvious benefits of belonging to WmABA are: 1) keeping up to date on industry events, challenges and technical changes, and 2) networking with industry shop owners and vendors. The not-so-obvious benefit is that we as shop owners can unify to make a change. Being a member assures each of us that we are not ‘the only one’ dealing with these issues. WmABA is the only association focused on making this industry better for the collision shop owners and technicians. no other organization can make that claim. most of them just follow the money. Put your money where it counts – join WmABA! - Bill Denny, Bill Denny’s Automotive, Inc., Havre de Grace, MD

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Find more association updates at www.wmaba.com.

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

WmABA keeps us in touch with what is happening in our industry, from class action lawsuits to pending legislation in our state and the whole country. our membership helps us remember that we are not the only ones facing the discouraging burdens and issues out there. it reminds us that if we all stick together, we can make a change for the better.

Their coverage of PartsTrader, well before it hit home, was invaluable. They even went to the state and tried to make it unlawful for insurance companies to require it. They are working hard for us on things that all body shop owners care deeply about, but don’t have the time to stand up and fight.

- Barbara Chase, Sisk Auto Body, Owings, MD

i joined WmABA the very first year i opened my shop. i was immediately embraced by both colleagues and mentors who provided me the fellowship to know i wasn't the only one facing the challenges before me, advice that provided clarity and confidence to make the decisions that would guide my business and a network that i could call on repeatedly over the years i have been a member. WmABA's ability to educate the collision repair industry, speak on its behalf and lobby for issues that affect it has been - and is to this day - the greatest value i have received from any association of which i have been a member.

- Mark Boudreau, Spectrum Collision Center, Arlington, VA

Y! JOIN TODA

September 2016

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mark schaech, Jr.

(410) 358-5155 mark@marksbodyshop.com

PRESIDENT’S

MESSAGE We recently had a customer who hired us to repair his brand-new Dodge pickup. We disassembled his vehicle and prepared a blueprint totaling $14,500. His insurance company inspected the damages and only offered $9,500 for the repairs. Of course, they told us that this amount was all they were going to pay.

This customer considered moving his vehicle, but he ultimately decided to go another route. He authorized us to make the repairs based on our blueprint and invoked the Appraisal Clause in his insurance policy.

After two independent appraisers assessed the repair value and an umpire was hired to rule the value of the claim, it ended up exceeding $15,000.

The Appraisal Clause will often allow the policyholder to hire an independent appraiser and require the insurer to hire one as well to re-evaluate the value of a claim. If the two appraisers cannot agree on a value, often an umpire will be agreed upon by the independent appraiser to review both sides and render a ruling. In my experience, this clause has been helpful for consumers who do not want to hire a lawyer to file suit for the short pay.

Photo credit: youtube.com/watch?v=G4iy3Swnu4o

THE APPRAISAL CLAUSE

I often refer my customers to a great online video (tinyurl.com/jnhkur3) produced by K&M Collision in Hickory, NC that helps explain the process. The appraisal clause has helped give our customers an alternative to paying the difference and suing their insurance carrier or just eating the difference. (Before proceeding with the Clause, make sure you do some research to make sure you know how it works in your market.) Let your customers know they have options; winning a battle doesn’t always require hiring a lawyer. H&D

WE NEED YOUR LEGISLATIVE CONTRIBUTION! I appreciate WMABA working on my behalf at the state capitol(s)!

Here is my contribution to the legislative efforts.

P.O. Box 3157 • Mechanicsville, VA 23116

Name: ______________________________________Company: __________________________________ Address: __________________________________________________________________________________ City:____________________________________________State: ______________________Zip: ________ Phone:

______________________________Email:

Donation Amount: Check Enclosed

$50

$100

____________________________________________ $500

Other ________________

Credit Card (Visa, Amex, MC)# __________________________________________________________ Exp: ________

Name on Card: ______________________________Signature: __________________________________ 52

September 2016

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