Hammer & Dolly December 2014

December 2014 Volume 8, No. 12 $5.95 www.wmaba.com

ALSO THIS ISSUE Maryland Joins Legal Fight

www.grecopublishing.com

SOPs Made Simple

SCRS at SEMA

December 2014

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CONTENTS December 2014 COVER STORY

Whether at home or in the Las Vegas Convention Center, WMABA is making its presence known in support of the auto body industry.

28 NEW YEAR, NEW COMMITMENT: WMABA ANNOUNCES PLANS FOR 2015 BY JORDAN HENDLER

32 SEMA 2014: BIGGER IS BETTER LOCAL NEWS BY JACQUELYN BAUMAN 14 MULTI-DISTRICT LITIGATION:

Area shops explore legal remedies to common problems.

THE LONG ROAD TO FREEDOM

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RICK IMPALLARIA: FROM THE GARAGE TO THE HOUSE OF DELEGATES

DEPARTMENTS

A chat with one of WMABA's strongest supporters.

NATIONAL NEWS 20 SCENES FROM CIC

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Calendar of Events

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WMABA Meeting Notice

LEGAL PERSPECTIVE 22 COULD YOUR BUSINESS BENEFIT FROM

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In Memory

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Editor’s Message

AN EMPLOYEE HANDBOOK?

Why writing down the rules can save you trouble down the road. BY WHITNEY CLEAVER SMITH

TECHNICAL FEATURE 24 SOPs WITHIN EACH DEPARTMENT

Tips to running a smooth collision repair operation.

JOEL GAUSTEN 30

WMABA Membership

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Vendor Corner

Application

JOSEPH J. KENNY II

BY LARRY MONTANEZ III, CDA & JEFF LANGE, PE

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President’s Message DON BEAVER

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NATIONAL FEATURE 38 SCRS & WMABA EXPLORE OEM CERTIFICATIONS AT SEMA

Advertisers Index

Cover photo by Joel Gausten

WMABA’s Jordan Hendler joins SCRS in providing unprecedented education in Las Vegas. BY JOEL GAUSTEN

SEMA photo coverage by Alicia Figurelli and Joel Gausten Images © www.thinkstockphoto.com

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Industry training opportunities and don't-miss events.

CALENDAR OF

EVENTS CLASS LISTINGS December 1, 2014

STATIONARY GLASS Virginia Farm Bureau, Richmond, VA

December 10, 2014 PREPARING FOR ALUMINU M: AN AUDI PERSPECTIVE Audi Learning Center, Ash burn, VA For more information, visit www.wmaba.com

January 22, 2015 WMABA ALUMINUM REPA IR DISCUSSION AND MEMBERSHIP SOCIAL Refinish Solutions, Fairfax , VA For more information, visit www.wmaba.com or see fac ing page

December 2, 2014

MEASURING State Farm, Silver Spring, MD FULL-FRAME PARTIAL REPLACEMENT Cambridge Auto Body, Cambridge, MD

December 4, 2014

SQUEEZE-TYPE RESISTANCE SPOT WELDING Team Collision Center, Yorktown, VA WELDED & ADHESIVELY BONDED PANEL REPLACEMENT Automotive Collision Technologies, Randallstown, MD

December 9, 2014

STEERING & SUSPENSION DAMAGE ANALYSIS Manheim (Harrisonburg) Auto Auction, Harrisonburg, VA STEEL UNITIZED STRUCTURES, TECHNOLOGIES & REPAIR Southern Collision - Norfolk Airport, Norfolk, VA STEEL UNITIZED STRUCTURES, TECHNOLOGIES & REPAIR Canby Motors Collision Repair, Aberdeen, MD REPLACEMENT OF STEEL UNITIZED STRUCTURES Cambridge Auto Body, Cambridge, MD

December 10, 2014

OVERVIEW OF CYCLE TIME IMPROVEMENTS FOR THE COLLISION REPAIR PROCESS Refinish Solutions, Springfield, VA

December 11, 2014

FULL-FRAME PARTIAL REPLACEMENT Coxton’s Gold Team Collision Center, Yorktown, VA STEERING & SUSPENSION DAMAGE ANALYSIS Kunkel’s, Baltimore, MD FULL-FRAME PARTIAL REPLACEMENT Frederick Co. Career & Tech, Frederick, MD FULL-FRAME PARTIAL REPLACEMENT Refinish Solutions, Springfield, VA

December 15, 2014

STEEL STRUCTURES DAMAGE ANALYSIS Virginia Farm Bureau, Richmond, VA

December 16, 2014

ALTERNATIVE FUEL VEHICLE DAMAGE ANALYSIS & SAFETY Keystone, Linthicum, MD SECTIONING OF STEEL UNITIZED STRUCTURES Cambridge Auto Body, Cambridge, MD

December 17, 2014

ALTERNATIVE FUEL VEHICLE DAMAGE ANALYSIS & SAFETY Refinish Solutions, Springfield, VA

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December 18, 2014

PLASTIC & COMPOSITE REPAIR Coxton’s Gold Team Collision Center, Yorktown, VA SECTIONING OF STEEL UNITIZED STRUCTURES Refinish Solutions, Springfield, VA ALTERNATIVE FUEL VEHICLE DAMAGE ANALYSIS & SAFETY King Volkswagen, Gaithersburg, MD

January 6, 2015

REPLACEMENT OF STEEL UNITIZED STRUCTURES Harrison Body Works, Richmond, VA SUSPENSION SYSTEMS Cambridge Auto Body, Cambridge, MD

January 7, 2015

MEASURING Delcastle VoTech, Wilmington, DE

January 8, 2015

ALUMINUM EXTERIOR PANEL REPAIR & REPLACEMENT Refinish Solutions, Springfield, VA

January 12, 2015

ADVANCED STEERING & SUSPENSION SYSTEMS DAMAGE ANALYSIS Damage Analysis Delcastle VoTech, Wilmington, DE

January 13, 2015

SECTIONING OF STEEL UNITIZED STRUCTURES Harrison Body Works, Richmond, VA PLASTIC & COMPOSITE REPAIR Refinish Solutions, Springfield, VA RACK & PINION & PARALLELOGRAM STEERING SYSTEMS Cambridge Auto Body, Cambridge, MD

January 14, 2015

WATERBORNE PRODUCTS, SYSTEMS & APPLICATION Delcastle VoTech, Wilmington, DE RACK & PINION & PARALLELOGRAM STEERING SYSTEMS T Auto Body Inc., Alexandria, VA

January 15, 2015

WHEEL ALIGNMENT & DIAGNOSTIC ANGLES Harrison Body Works, Richmond, VA SQUEEZE-TYPE RESISTANCE SPOT WELDING Refinish Solutions, Springfield, VA ADHESIVE BONDING Frederick Co. Career & Tech, Frederick, MD

January 20, 2015

MEASURING Harrison Body Works, Richmond, VA

January 21, 2015

ALTERNATIVE FUEL VEHICLE DAMAGE ANALYSIS & SAFETY Refinish Solutions, Springfield, VA SUSPENSION SYSTEMS N T Auto Body Inc., Alexandria, VA

January 22, 2015

MEASURING Refinish Solutions, Springfield, VA STRUCTURAL STRAIGHTENING STEEL Harrison Body Works, Richmond, VA STEEL UNITIZED STRUCTURES, TECHNOLOGIES & REPAIR Delcastle VoTech, Wilmington, DE WHEEL ALIGNMENT & DIAGNOSTIC ANGLES Cambridge Auto Body, Cambridge, MD ALUMINUM EXTERIOR PANEL REPAIR & REPLACEMENT Frederick Co. Career & Tech, Frederick, MD

January 24, 2015

FORD F-150 STRUCTURAL REPAIR TRAINING COURSE Refinish Solutions, Springfield, VA

January 27, 2015

COSMETIC STRAIGHTENING STEEL Harrison Body Works, Richmond, VA ADVANCED STEERING & SUSPENSION SYSTEMS DAMAGE ANALYSIS Cambridge Auto Body, Cambridge, MD

January 29, 2015

AUTOMOTIVE FOAMS Harrison Body Works, Richmond, VA

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

Information and updates from WMABA.

LOCAL

NEWS

SAVE THE DATE! January 22, 2015

WMABA Presents…

WMABA ALUMINUM REPAIR DISCUSSION AND MEMBERSHIP SOCIAL January 22, 2015 6:00pm Refinish Solutions 5255A Port Royal, Springfield, VA 22031 Join WMABA members, supporters and industry representatives for an exciting evening of socializing, networking and industry information, as well as an eye-opening presentation on aluminum repair implementation in the shop!

MEMBER SOCIAL & BOARD ELECTIONS TO FOLLOW PRESENTATION Questions? Contact Jordan Hendler at (804) 789-9649 / jordanhendler@wmaba.com / www.wmaba.com

SUBSCRIBE TO

FL REPAIRER TRAVIS GUNDER PASSES

On September 24, the extended WMABA family said goodbye to Michael “Travis” Gunder, who passed away at the age of 45. Travis was the co-owner of Gunder’s Auto Center in Lakeland, FL, where he worked alongside his father, Ray (a past WMABA presenter), his mother, Deanie, and his sister, Jodi. The shop has received extensive media coverage in recent years for their diligent work in the legal arena to address short-pays and defend the rights of the collision repair consumer.

A graduate of Lake Gibson High School and the University of Central Florida (where he received a degree in business management), Travis excelled in football and enjoyed stints playing with the Lakeland Lumberjacks, LGHS Braves and UCF Knights.

Travis was a proud father of twins, Grant and Grace, and was very active in their lives.

He served as an assistant coach for his son's

Travis Gunder with his son Grant (front left) and nephew Joey at the Raymond James Stadium in Tampa, Florida (home of the Tampa Bay Buccaneers) last year.

football team, carrying on the family tradition of when Ray coached him. Travis is remembered by his loved ones as a compassionate, protective and loyal father, son, brother and friend.

In addition to his parents and two children, Travis is survived by his sister, Jodi Gunder (Russell) Minx; girlfriend, Keisha Kelly; two nephews, Joey and Tanner; grandmother, Peggy Gunder; and numerous aunts, uncles and cousins. WMABA and Hammer & Dolly offer the Gunder family our deepest condolences. H&D

the official publication of the Washington Metropolitan Auto Body Association, today!

Subscriptions are a free member benefit to all WMABA members (Washington, DC, Maryland and VA), and $34.99 to all others for a one-year subscription.

For more information, please contact WMABA Executive Director Jordan Hendler at (804) 789-9649 or via email at jordanhendler@wmaba.com.

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Joel Gausten

EDITOR’S

(973) 600-9288 tgpjoel@verizon.net

MESSAGE START SMALL As I look at the pile of airline tickets, expense receipts and rental car agreements that defined my professional life in 2014, I marvel at just how busy the last year was for me. I know it’s not going too far out on a limb to say that the last 12 months were likely pretty hectic for you as well. After all, just look around at everything that is happening in the industry these days.

There’s insurer-mandated parts procurement, ongoing debates over the appropriate use of aftermarket products, struggles to properly train new and existing technicians...the list goes on and on. Of course, there was also the enormous event that was SEMA 2014, which is covered at length in this issue. Now that winter is here, this high level of industry activity is sure to continue well into the first part of 2015.

With so many things going on at once in this industry, it is easy to feel overwhelmed. If you want to make a difference in shaping the future of your field, here’s some advice: Start small. Even if you are unable to travel to national events, you can probably find time to attend a WMABA gathering in your area. If you can’t do that, you can still pay association dues that allow the group to work on your behalf — both here and across the nation. If you’re too busy to catch up with peers who attended things like SEMA or the upcoming

NORTHEAST® Automotive Services Show in New Jersey, read up on these important events in Hammer & Dolly to get details on what happened. By doing these simple things, you remain connected to the bigger picture in an always-changing industry.

No matter how you do it, take the time to participate in WMABA. Be a part of their regular events and educational seminars. Read the association’s email updates. Call a local legislator when asked to do so. Support the collision repair field in your community. And tell a friend about everything the group does. The collision repair world isn’t going to get any quieter. Help WMABA help you through the industry craziness and achieve the success you deserve.

You can read further insights into the value and importance of WMABA membership in our cover story on page 28. H&D

2014 WMABA OFFICERS PRESIDENT

VICE PRESIDENT

TREASURER SECRETARY

IMMEDIATE PAST PRESIDENT

Don Beaver Dbeaver@antwerpenauto.com 443-539-4200 ext. 17061 Torchy Chandler torchy.chandler@gmail.com 410-309-2242 Mark Schaech Jr. mark@marksbodyshop.com 410-358-5155 John Krauss jkrauss@craftsmanautobody.com 703-534-1818 Barry Dorn bdorn@dornsbodyandpaint.com 804-746-3928

BOARD OF DIRECTORS

Rodney Bolton (rbolton@aacps.org) 410-969-3100 ext. 250 Mark Boudreau (crashdaddy@aol.com) 703-671-2402

Kevin Burt (kevinburt@walkermillcollision.com) 301-336-1140 Bobby Wright (bobby@burkevillebodyshop.com) 434-767-4128

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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STAFF

PUBLISHER DIRECTOR OF SALES EDITOR MANAGING EDITOR ART DIRECTOR OFFICE MANAGER

Thomas Greco thomas@grecopublishing.com

Alicia Figurelli alicia@grecopublishing.com

Joel Gausten tgpjoel@verizon.net

Jacquelyn Bauman jacquelyn@grecopublishing.com

Lea Velocci lea@grecopublishing.com

Sofia Cabrera tgp4@verizon.net

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 © 2014 Thomas Greco Publishing, Inc.

December 2014

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LOCAL

NEWS MULTI-DISTRICT LITIGATION: THE LONG ROAD TO FREEDOM

If you were involved in the automotive repair industry between February and October, it is almost certain that you heard at least something regarding Mississippi attorney John A. Eaves and his cross-country crusade to gather support for his multi-district litigation against numerous insurers.

Beginning in July 2013 by representing MSCRA President John Mosley (Mississippi) in an injunction against PartsTrader, Eaves has been deeply involved in the automotive repair legal arena. Although that suit did not see itself to fruition, Eaves has not ceased in trying to find ways to fight the insurance industry, as he states, “on behalf of the consumer.” After his initial case, Eaves brought up a suit against PartsTrader in Mississippi, and it is this act that has brought him to the attention of the collision repair industry.

On October 18, near the end of his mission and just weeks away from his deadline to sign on plaintiffs for his case, Eaves stopped at the Double Tree Hotel in Linthicum Heights, MD to speak out to local body shops about his endeavor. Joining him in the presentation were Indiana Body Association President Tony Passwater and Pennsylvania body shop owner Ron Peretta. Although press was not allowed inside the event for legal reasons, the speakers took the time out to sit down with Hammer & Dolly to discuss their presentations, as well as to talk about where they see the industry heading due to this trend of increased legal action against insurers.

“My presentation was about us, as an industry, finally being able to tell our story,” said Passwater. “That’s what this multi-district

WMABA Board Member Mark Schaech (left) stands with Attorney John A. Eaves, Jr. (center) and Pennsylvania shop owner Ron Peretta after an informative presentation on industry issues in the legal arena.

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litigation has been able to do for us. It has given us the platform we needed to stand together and show people that these aren’t isolated incidents, they’re industry-wide.”

Both Passwater and Eaves believed the temperament of the room to be positive.

“Everyone in the room was interested,” said Eaves of his presentation. “The subjects we talk about are so critical to shops’ everyday work, so the more shop owners hear about it, the more they want to be a part of this movement that’s going on to take back control of their business.”

“When you’re in there, talking to everyone, asking rhetorical questions and the people listening to you are either nodding their heads - or even answering - that’s when you know this isn’t something affecting only one or two shops,” added Passwater. “It’s a problem for all of us.”

The theme permeating all three presentations was the multi-faceted strategy that Eaves and his team are unfolding against the insurance industry as whole. As examples, Passwater cited a trip to Washington DC to speak with legislators, discussions with State Attorney Generals and the Federal Attorney General, as well as involvement with the public media, both industry-wide and towards the consumer.

“Thanks to the sheer size of this thing, it is different from anything we’ve ever done before,” Passwater explained. He noted that, at the time of this writing, over 400 shops had already signed onto the case, as either named or unnamed plaintiffs.

“We anticipate 25-30 states signing on by our deadline of October 30,” he said. “That's what sets this apart and diminishes the fear factor that insurance companies think they have. When you file a suit in one state, an insurance company can focus all of their financial efforts and funnel all of their budget into that case to make sure that they win. In the multi-district litigation, it’s multiple states - and we anticipate even more states to sign on by the end of this month all centralized in a federal court system. Insurance companies can’t intimidate us anymore.” He went on to discuss that the judge presiding over the case is well practiced in multi-district litigation and at the time of this writing had discouraged a few manipulative tactics being employed by the insurance companies’ defense teams.

On the side of the plaintiffs is a team of 25 law firms fighting for the rights of the collision repair industry, using legal precedents set by previous cases on short-pays, steering and antitrust. Eaves believes that this will create a “united national front [necessary] to take on these challenges.”

According to Passwater, this recent overwhelming trend of legal actions within the industry began with the introduction of PartsTrader in the market, citing it as the “ignition point that the industry needed

The latest from WMABA members and supporters.

BY JACQUELYN BAUMAN to finally stand up and say, ‘That’s enough!’” He described State Farm’s history of attacking labor and Labor Rates throughout the past few decades. Because labor is almost 50 percent of a collision repair shop’s profit center, it is also almost 50 percent of insurance companies’ costs. With PartsTrader, they attacked another 40 percent of a shop’s profit center. While lawsuits tackling collision repair industry issues have always been present, never before have they been this abundant. Now, in the last few years alone, there have been an overwhelming amount of lawsuits occurring. RICO has been added to a class action suit against multiple insurers, the Louisiana Attorney General is suing State Farm and a previous class action suit against State Farm regarding aftermarket parts is being revived due to questionable conduct on behalf of State Farm and the presiding judge, just to name a few large cases. In this climate of legal action in the collision repair industry, it was only logical to Eaves to stand up and fight for the consumer.

WMABA Board member Mark Schaech is among the people who agree with the message that Eaves has been promoting. Schaech, who previously attended a similar meeting with the same speakers on September 20 in Pennsylvania, brought a friend along to the meeting close to home.

“It’s really important for shops to get involved,” he said. “The gentleman I brought with me was blown away by the presentation. As an industry, we all know things aren’t quite right – the environment is toxic.”

When asked why he attended the event, Schaech described feeling like his back was against a wall.

“I don’t see any other way at this point. I feel I have no other choice,” he lamented. “The compensation by insurance companies is at an all-time low. If I want to follow every repair procedure mandated by the manufacturer, proper compensation is an absolute must. But insurers are offering us meager numbers for work that isn’t nearly enough to cover all of the necessary OEM procedures, provide a lifetime warranty and still make a profit, and then they give us this ‘take it or leave it’ attitude. Because insurance companies are so big and strong, sometimes it’s difficult for repairers to say no. Insurers have built a situation where they have so much power over us. For some shops, losing a DRP program or two could mean going out of business.”

According to him, the only way to truly level the playing field is in front of a judge and jury.

“In business you have to be proactive,” he said. “Look into the future, find out where you want to be and find a way to get there. This is our industry working our way into the future we want to have. One free from outside control.”

Schaech went on to explain the larger consequences of the current climate of collision repair, explaining that with the advent of upgraded technology in newer models of vehicles on the horizon, shops need to be investing money in both training and new equipment. However, this is impossible to do if a shop is not turning enough of a profit.

“We’re seeing an epidemic of improper repairs,” he said. “And it’s only going to get worse from here if we don’t do something to change things.”

“If you’re a body shop and you do work, you ought to get paid for that work,” noted Eaves. “You have the right to make a decision on what parts to use and how to make a safe and proper repair. Not only do you have the right to do so, but for the American public you have the obligation to, so that we may have safer cars on the roads.”

More information on Attorney Eaves and the multi-district litigation can be found at www.safecars.us or in future issues of Hammer & Dolly. H&D December 2014

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The latest from WMABA members and supporters.

LOCAL

BY JACQUELYN BAUMAN

NEWS RICK IMPALLARIA:

FROM TECHNICIAN TO DELEGATE Maryland Delegate Rick Impallaria is a self-described “body man”, despite all of the occupational changes he has experienced throughout the years. Thirty-eight years ago, Impallaria started in the auto repair industry at just 14 years old. He turned his passion for repairing bikes into the start of a career by finding employment at A&R Motors.

“I really enjoyed taking bikes apart and being able to put them back together again,” he says. “It was something the older kids in the neighborhood couldn’t do.”

Four years later, at only 18 years old, he opened his own shop in Edgewood. After a stint as an insurance adjuster and time spent working in a body shop in Rochester, NY, Impallaria eventually returned to Maryland to open up My Body Shop in Middle River. Two years later, the state brought a case against him to try to condemn his property. As a result of the struggle for ownership of his own building, Impallaria became the Chairperson for the Citizens for Property Rights. This was his first foray into politics, but certainly would not be his last.

“I got into politics around the time that the government tried to take my property from me,” he recalls. “It was right after 9/11, when insurance companies stopped paying all of their claims because there were so many coming in. I had jobs in my shop that no appraiser would come and look at. Everything was piling up and it was just obvious to me that if I didn’t like the situation, I would have to do something myself to change it.”

Two years after winning the right to keep his company in his possession, Impallaria ran for a seat in the House of Delegates.

Although not many people win on their first campaign, Impallaria was elected and became an official member on January 8, 2003.

Because of his continued background in both collision repair as well as politics, Impallaria is able to provide specific insight into the gap between repairers and legislators.

“It’s important for shops to remain active in the political process because if they don’t, insurance companies will take over even more control of the industry, dictating even more aggressively about what they can or

cannot do,” he warns. He urges shop owners who want to have an impact on how the industry is run to stand together.

As he says, “You need to stand as a united front. Join a trade organization and get to know your legislators firsthand. When it all comes down to it, trade associations support the legislators and the legislators, in turn, support the organization. You have to stay active in your local legislation. If you do, eventually you’ll win.”

With a history in insurance appraisal, it is reasonable to assume that Impallaria would also be able to enlighten collision repairers on how to better their relationships with insurance appraisers. However, having worked on both sides of the spectrum, Impallaria is adamant that the solution does not rest with repairers, but with the insurance industry.

“I think the insurance industries have to have a better respect for the independent business owner,” he offers. “When it comes to working together, it seems to be a onesided street. Shops are either doing exactly what it is that the insurers mandate, or they’re ultimately being blacklisted by them. Even the shops that are doing everything insurance companies ask end up struggling because their work suffers. That’s why it’s important for shops to get into the political arena. If insurers aren’t going to do anything to help us, we need to help ourselves.”

Rick Impallaria continues to fight for the rights of body shop and independent business owners. He can be reached at rick.impallaria@house.state.md.us. H&D

“You need to stand as a united front.

Executive Director’s Thoughts Join a trade It is important to support Delegates that support our industry on important issues. Deleorganization and gate Impallaria, and others, work diligently to get to know your promote the education of other government help them in return. legislators firsthand.” officials, and we need-toJordan Hendler 18

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NATIONAL

Awards and a change in leadership define 2014’s final CIC.

NEWS SCENES FROM CIC Randy Stabler accepts his CIC Chairman pin from Jeff Hendler.

Paul Krauss of Craftsman Auto Body won a CIECA Outstanding Leadership Award.

Paul's brother John (current WMABA secretary) accepted the honor on his behalf.

Outgoing CIC Chair George Avery (left) with Jeff Hendler.

NABC's Chuck Sulkala (center) with Body Shop Image Award Runners Up representatives Greg Clark (on behalf of Caliber Collision - Frisco, TX) and Keith Going (CARSTAR, on behalf of Russom's/Fort Collins North). Not pictured: Winner - 1st Ave. Auto Body (Great Falls, MT).

NABC 2014 Award of Distinction Co-Winner Chet Bourdeau (left) of Insurance Auto Auctions, Inc. Not pictured: Co-Winner Mike Startz (Albert Kemperle, Inc.).

WMABA member Kim Parson (Automotive Collision Technologies) won both the St. Gobain Body Shop Entrepreneur Award and the 2014 FenderBender Executive Award.

WMABA Executive Director Jordan Hendler (left) reads from Larry Montanez's October 2014 Hammer & Dolly Technical Feature to stress the importance of repair training.

(See story on pg. 32 for more details.)

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LEGAL

PERSPECTIVE

What’s happening at the State House, in your industry and everywhere in between.

BY WHITNEY CLEAVER SMITH, Attorney, The Law Offices of Alexander & Cleaver

COULD YOUR BUSINESS BENEFIT FROM AN EMPLOYEE HANDBOOK? Employee handbooks can be very useful to WMABA member businesses. They can act as a shield for employers by giving employees substantial information on business policies. However, if they are improperly drafted, they could be used by the employee as a weapon against the employer. You should ask a number of questions prior to adopting a handbook for your business. First, how in-depth does your handbook need to be? A broad handbook can lay out the most important policies, allowing for some protection in the event of an employment discrimination lawsuit, but it may not be useful on a day-to-day basis. A more detailed handbook may allow for extensive personnel guidance for managers and employees on a daily basis, but it would need to be regularly updated as the environment of the workplace changes.

Important language should be in any employee handbook, regardless of how detailed you decide it should be. For instance, an employer must specifically set forth their anti-discrimination policy and the at-will employment status of employees. Failure to do so could result in problems if an employee brings a lawsuit against the business. Additionally, certain language reflecting the employer’s non-discrimination policy can be helpful to a business in the event of a lawsuit.

Issues like raises, bonuses or insurance options may be overly detailed for an employee handbook, as they may be subject to frequent change.

Other policies, although not required, might be beneficial for the employer to clearly lay out, so as to avoid confusion amongst employees - including a policy on leave. Will there be separate leave for illness and vacation days? What is the procedure for requesting leave?

How many days will employees be provided? Will it require a certain amount of time worked? Will employees be allowed to carry leave over to the next calendar year? Once outlined clearly in an employee

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handbook, both employers and employees can rely on a standard policy, leading to less internal conflict.

Some policies must be included if the business has reached a certain number of employees, like the Family and Medical Leave Act, which is a leave policy governed by federal law, in addition to a company’s regular leave policy.

It is important that the handbook clearly lay out the most important employment policies of the workplace, as well as the policies every business is required by law to follow. It is important to remember that an employee handbook can be a tool for your business or a weapon for your employees. If you are concerned that your handbook is not as effective as it could be, or if you are interested in obtaining an employee handbook, please contact Whitney Cleaver Smith at Alexander & Cleaver at (301) 292-3300. H&D Whitney Cleaver Smith focuses her practice in Alexander & Cleaver's Business Law and Estate Planning Practice Groups. In the Business Law Practice Group, she focuses her practice on corporate governance, employment, and transactions. She has assisted clients in forming new businesses and managing risk. For more information, please contact Whitney Cleaver Smith at wsmith@alexander-cleaver.com or (301) 292-3300.

Executive Director’s Thoughts

Many cautionary presentations to our industry include issues related to a good employee handbook. Lawsuits are extremely costly, even when you’re not at fault. Taking the time to have a comprehensive handbook can save you a lot of headaches.

- Jordan Hendler

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TECHNICAL

FEATURE V

SOPs WITHIN EACH DEPARTMENT ehicle repairs are becoming more and more difficult as OEMs design and build more electronics into vehicles that are constructed from advanced materials. These vehicles will take longer to repair due to the construction processes, repair procedures and (of course) parts procurement. Unfortunately, some would have you believe that vehicle repairs can be completed quickly, which is not the case. In fact, it is the complete opposite. Vehicle repairs are now inherently very complex and time-consuming to do properly. If all procedures are not followed, multiple frustrating issues can occur, such as delays, re-work (re-dos), customer frustration or the dreaded post-repair inspection that winds up not in your favor. How do we prevent this from happening? It may sound hard, but it really can be as easy as we describe.

We have helped numerous shops prevent mistakes during the repair process by having a system of checks and balances, commonly referred to as Standard Operating Procedures (SOPs). We will cover each department to keep everyone accountable. In this sometimes selfish, elitist and self-entitled world we live in now, we must stop the placation of people’s feelings and start instilling some pride and accountability into our workforce.

The first department after the CSR area (which will be covered in another article) is the teardown department.

This is where it all begins. This is like the players meeting prior to the World Series or Super Bowl. This is where the entire repair plan is set up. If problems occur later during the repair process, this is most often the department to blame. Over the past eight years, we have worked with over 400 repair facilities. We have seen what works, what doesn’t work, what was good and what was bad. We have compiled a few items from each department to ensure the repair moves smoothly.

These key items are the most forgotten or overlooked in the teardown department:

Vehicle washed and degreased Photos of vehicle taken with height measurements Vehicle pre-measured All damaged components accounted for, including structural and bolt-on components All parts, materials and fasteners/hardware listed (rivets, adhesives, foams, etc.)

All undamaged parts wrapped/protected and secured Vehicle has been blueprinted/triaged/x-rayed OEM repair procedures and information reviewed and printed Work order is attached Radio pre-sets marked down Damage report (estimate) peer-reviewed for accuracy AC system evacuated and sealed Seat, steering wheel covers and floor mat installed All openings masked/covered/sealed Photos of disassembled vehicle have been taken

The next department the vehicle generally moves to is the structural department.

However, before the vehicle is moved into the repair process cycle, you must ensure that all parts have been received. No vehicle repairs should begin until all parts are there.

Here are the commonly overlooked procedures for this department: All parts are in and any damage has been corrected A preliminary measurement is in the system The OEM procedures have been reviewed Test Welds?

Yes/No MAG Yes/No MIG ALU Yes/No STRSW Yes/No MIG BRONZE Visually Pass?

Yes/No MAG Yes/No MIG ALU Yes/No STRSW Yes/No MIG BRONZE Destructively tested?

Yes/No MAG Yes/No MIG ALU Yes/No STRSW Yes/No MIG BRONZE

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STRSW tips are dressed/changed? Yes/No Is Structural Adhesive required? Yes/No Brand ________________________________________ Exp. Date ____________________________________ Is foam required? Yes/No Brand ________________________________________ Exp. Date ____________________________________ Weld-through primer required? Yes/No Applied? Yes/No Are all welds dressed? Yes/No Backsides? Yes/No Corrosion resistance primers applied Photos taken

Nuts and bolts, tips and tricks from our resident industry experts.

BY LARRY MONTANEZ III, CDA & JEFF LANGE, PE

After the structural department (or if the vehicle was a nonstructural repair), the vehicle would move to the metal department:

Confirm that all parts are in and any damage has been corrected Identify the type of substrate and tensile strength (i.e., MS, HSS, Composite, Aluminum).

Review the OEM procedures Is structural adhesive required? Yes/No Brand__________ Exp. Date_________ Is there foam required? Yes/No Brand___________ Exp. Date___________ Repair backside damage, apply corrosion resistant primers, plus topcoats No filler applied to mating flanges Take photos

After the vehicle is refinished, it moves to the detail department and reassembly process.

Here are the main issues in the detail department:

All masking removed and vehicle is blown off and tacked for any debris Vehicle checked for runs, sags, dirt, debris and imperfections All jambs and recessed areas sanded, buffed and cleaned Interior blown out and vacuumed Windows cleaned, inside and out Radio pre-sets, memories and auto/express features reset Trunk/storage areas checked All rubber/carpet mats placed back in the vehicle All personal belongings placed back in the vehicle Check vehicle for any Malfunction Indicator Lamps All wheel lugs torqued All bolts checked and tightened Battery cables checked and tightened Vehicle test driven Wheel lugs rechecked and torqued continued on page 42

Now, it is time for the vehicle to move to the prep department for preparation of priming and refinishing.

Let’s look at the forgotten procedures in the prep department:

All repaired panels, new panels and areas featheredged and sanded, no peel All repaired areas primed All primed areas sanded properly with correct grit All panels checked for straightness, imperfections and pinholes All refinished areas sanded properly and no peel visible All plastic parts sanded properly All small parts accounted for (door handles, moldings, fuel door, etc.)

Vehicle washed properly, wet (urethanebased paint) or dry (water-based paint) Undercarriage, underhood, trunk gutter, wheelwells and wheels cleaned Vehicle crevices and all areas blow dried clean All masked areas are properly tape-affixed December 2014

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COVER

STORY NEW YEAR, NEW COMMITMENT: WMABA ANNOUNCES PLANS FOR 2015 WMABA ALUMINUM REPAIR DISCUSSION AND MEMBERSHIP SOCIAL

Join WMABA on January 22 in finding out from repairers who are already performing aluminum structural or certified repair some of the lessons they have learned, investments to be made and how to navigate the process to become a certified facility.

Additionally, a recap will be given from the Society of Collision Repair Specialists’ “OEM Collision Technology Summit” at SEMA. Some questions that will be addressed are as follows:

How do you get into a certified program?

How are those repairers who dedicate themselves to the process differentiating themselves in the marketplace?

How do they get the return on that investment?

The meeting will be on January 22 from 6-8pm and will be hosted at the Refinish Solutions Training Facility, located at 5255A Port Royal in Springfield, VA. Registration information is available on the WMABA website: www.wmaba.com.

Also, part of the meeting will be dedicated to WMABA’s annual Board of Directors election and a state-of-the-industry report given by Executive Director Jordan Hendler.

H&D

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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There has not been a better opportunity to join WMABA in the past 10 years than right now. For the first quarter of 2015, the association is offering a special membership promotion for new members. If you’re reading this, your first benefit is already being realized: Staying up on the news in our area and beyond. You can save $200 off an annual membership ($700 regular price) or get one free quarter (a $195 value) with the first quarter payment. Savings like this have not been available in more than a decade!

Get Your Team Jersey

What are the key elements that a repairer needs to consider?

MEMBER TESTIMONIALS

WMABA MEMBERSHIP PROMOTION: GET YOUR QUARTER BACK

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

Supporting WMABA is an investment in the future of your business and your industry.

By becoming a member, you are represented in all of the places the Board or executive director goes. 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 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

Exciting things are in store for your association. forefront of WMABA’s agenda. 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, such as the December 10 limited-seating seminar and tour at the Audi Training Center, offer your business the best opportunities to advance your understanding of changes within our industry.

BY JORDAN HENDLER

The minimum is getting your membership.

The upcoming year can start off with your commitment to the betterment of your business and your industry. SIGN UP TODAY!

One Quarter Free!

Save $200 Off Annual Membership or get

The Playbook

The association is your resource for all things. 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 national relationships, we are able to take issues to the foreground of places such as the Society of Collision Repair Specialists, Collision Industry Conference or to national contacts for insurers and vendors.

Locally, we research government regulations and oversight to make sure the repair industry is protected from 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 that the association provides for navigating situations that arise. A simple phone call or email can circumvent many of our members’ issues.

Call the Game

As a member, you decide your personal level of participation. Do you have an interest in committees that address particular issues about which you feel passionately? Would you want to be a Board member and assist in guiding the direction of the association? How about even sitting on the sidelines so you can focus on your own business? A positive answer to any of these questions is what we’re looking for! While WMABA would like to encourage your spirit of volunteerism, it is solely up to you at what level you get involved. H&D December 2014

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COVER

STORY F

SEMA 2014: BIGGER IS BETTER

rom a full slate of Repairer Driven Education (RDE) seminars and an amazing Poolside Reception, to the first-ever OEM Collision Repair Technology Summit and yet another unforgettable Sky Villa After-party, SCRS’ presence at this year’s SEMA Show (held November 4-7 at the Las Vegas Convention Center) offered attendees an incomparable experience in their quest to move forward in an evolving business landscape. Looking back at this special week from the association’s booth on SEMA 2014’s final day, SCRS Chairman Ron Reichen couldn’t help but marvel at just how far their relationship with the show has come in a few short years.

“Every year, it just grows,” he says.

“The efforts of the administrative Board and certainly [Executive Director] Aaron Schulenburg, [Past Chairman] Jeff Hendler and [Administrative Assistant] Linda Atkins – have made the SCRS portion of the show better than it was last year and in previous years. This year, the show just exceeded our expectations - from the educational program and content to the networking opportunities afforded at our After-party to the rollout of our Summit. We look forward to next year.”

John Brill of Steck Manufacturing was one of several exhibitors thrilled with what this year’s show had to offer.

“From our point of view, we had an outstanding show,” he says. “They expanded the [Collision Repair & Refinish] side

immensely this year, and there were a lot of great discussions and information on aluminum. We introduced some new concepts at our booth this year that people are really excited about. For us, it’s been a fantastic show.”

Brill adds that he saw a clear difference between the 2014 show and last year’s installment in how shops are preparing for aluminum vehicles.

“There’s been a great increase in training and much more discussion on the issue, which is encouraging,” he offers. “The shops need that information; while they’ve done some aluminum work, many haven’t done a full vehicle. So it’s a different animal and something they need to learn. SEMA

Living history: Generations of SCRS Chairmen joined in the festivities at the association's RDE After-party during SEMA 2014.

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A look back at an amazing week.

Above: Shawn Collins of 3M offered insight into proper aluminum repair. Right: Musician Mike Ness appeared at SEMA on behalf of Red Kap. provides a great venue for that information.”

“SEMA 2014 has been really good,” shares Gina Mahan of Valspar. “We’ve had more traffic than we ever had in the past. With the two booths; we had a really good experience. The [Collision Repair & Refinish] section was fantastic, as was the Hot Rod section. It was a ton of fun. We launched our OEM approvals - which is big news - through Ford, Chrysler and Mazda. That’s huge for us and huge in the industry; you hardly ever see OEM approvals come in across the board. It’s a rare thing. We were really excited that we were able to do all of those in time for SEMA. “The company is growing in leaps and bounds and from two years ago to today; it’s a night-and-day difference of where we are versus where we were,” she continues. “We’re really excited to be at SEMA, and talking about refinish to the industry. Our products are top notch; tons of people are stopping by our booth. It’s just really cool. And we’ve got the OEMs on our side as well. We’re so excited to be here, and excited that we’re growing. People are interested in what we’ve got.”

Speaking with Hammer & Dolly from his display at his fifth SEMA appearance, Joseph Kenny of Safety Regulation Strategies, Inc. was pleased to see the Collision Repair & Refinish side of the event expand once again.

“It’s gotten much bigger, and I think the quality of the people walking through and the exhibitors has gotten better,” offered Kenny.

“It’s always nice to see what the new technologies are. Walking around the show, I see some really cool things that I can bring back when I’m in a shop and say, ‘I just saw this out in Vegas. You might want to look into it. It might make that job a little easier for you.’”

GM ANNOUNCES – THEN PAUSES – PARTS-PRICING PROGRAM

SEMA 2014 proved to be an interesting – if somewhat confusing – week for General Motors.

At the start of the SEMA show, GM announced the December 1 launch of MyPriceLink.com, a new initiative designed to offer shops online pricing for genuine GM parts.

Robert E. Wheeler, communications manager for GM’s fleet and commercial customer care and aftersales, offered initial details of the program in a November 6 story in CollisionWeek: General Motors’ “Effective December 1, 2014, trade and list price will show Kris Mayer $0.00 price on collision parts on estimating systems. List prices can be obtained via MyPriceLink.com. Additionally, those writing estimates can export an EMS file from their estimating system to the MyPriceLink pricing engine and in less than a minute will get a Part Price Update notification that they can import back into their system.”

On the same day, Kris Mayer, general director of GM’s wholesale dealer channel, appeared at the Collision Industry Conference (CIC) to offer additional details on the new program’s purpose.

“We want to make sure that we provide a competitive price upfront in the estimating process; that’s all it is,” he said. “MyPriceLink is an easy process; anybody can get into the portal, and there’s no cost.”

However, Mayer acknowledged that some initial elements of the program – including the fact that price numbers are zeroed out on estimating systems – have been met with concerns from the collision repair industry.

“We realize that there’s probably some disruption and some unintended consequences in this process,” he said. “We’ve done this with some agnostic technology partners. We know it’s disruptive, and we’re taking that into account. [For] every single workflow disruption we’ve come across, we have a possible or alternative solution to minimize that [issue].”

Despite GM’s heavy public promotion of www.MyPriceLink.com during SEMA, a message on the site at press time read as follows: “General Motors will be pausing the MyPriceLink.com program based on industry feedback to enhance and streamline the workflow for all collision industry partners.” A subsequent announcement by GM stated that the company expects to have the product available in the marketplace “by early 2015.”

Hammer & Dolly will continue to follow this story as it develops. H&D December 2014

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Considering SEMA’s focus on new technologies, it comes as little surprise that Ford Powertrain and Collision Product Marketing Manager Paul Massie used the opportunity to better inform repairers on the upcoming aluminum-intensive 2015 F-150.

“Ford had a really good show this year in the collision section at SEMA, where we continued to display and communicate about the High-Strength, Military-Grade Aluminum Alloy 2015 F-150,” he says. “It was a real plus this year to have collision industry trade shows to help get the word out to all the body shops that want to learn and know about the vehicle ahead of its launch. We’re very confident that our presence at SEMA, along with really good traffic through the booth, helped us accomplish this goal.”

Of course, impressive vendor displays were only a part of what made this year’s SEMA so grand. Unforgettable vehicles at SEMA included the Batmobile and Hot Wheels’

Darth Vader car, while celebrities spotted on the SEMA floor included Social Distortion singer/guitarist Mike Ness (representing Red Kap), Playboy Playmate Pamela Horton (promoting MINI) and members of heavy metal legends Slayer (celebrating the unveiling of a car by Scion that was inspired by the band).

Hammer & Dolly Technical Writer Larry Montanez hosted two RDE classes during SEMA.

Away from the SEMA floor, attendees had an opportunity to take in a three-day Repairer Driven Education schedule designed to help them foster greater success in business now and in the future. The extensive list of RDE presenters included Hammer & Dolly Technical Writer Larry Montanez (“Aluminum Repair Procedures, Techniques and Requirements,” “Check Yourself - Departmental Quality Control to Prevent Incorrect Repairs”), Kristen Felder of Collision Hub (“Creating Engaging Consumer Videos for Marketing”), legendary speaker and former WMABA Board member Mike Anderson (“Using Industry Statistics to Your Advantage”) and Shawn Collins of 3M (“Dispelling Common Collision Repair Myths”).

Additionally, SEMA week saw the final Collision Industry Conference (CIC) helmed by Outgoing Chairman George Avery (State Farm), who was replaced by Incoming Chairman Randy Stabler (Pride Auto Body). The all-day CIC included a special morning awards ceremony

ON THE SHOW FLOOR

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that saw WMABA members Kim Parson (Automotive Collision Technologies) and Paul Krauss (Craftsman Auto Body) receive special recognition (see page 20), while WMABA Executive Director Jordan Hendler publicly quoted powerful words from Montanez’s October 2014 Hammer & Dolly Technical Feature on the CIC floor at the urging of Technical Committee presenter Toby Chess:

It is unfortunate that in this technically advanced day and age, we still have an epidemic of poor repairs and finger pointing at the insurance company, when in reality the problem is the repair facility’s lack of training, education and desire to change.

Fortunately, a genuine desire for change and growth was exactly what fueled such a successful SEMA 2014. With the Collision Repair & Refinish section of the show the strongest it has ever been, all signs point to an

even greater journey next year. If you’ve been to the show in recent years, you know how amazing it is. If you’ve never taken that flight to

Vegas in early November, you know what to do in 2015. H&D

Executive Director’s Thoughts

Mark your calendar now for SEMA 2015! Block out the week of November 2 thru 6, and get yourself involved.

Get educated by the Society of Collision Repair Specialists at their ongoing Repairer Driven Education series, which focuses on repairer-only issues and advanced vehicle technologies.

Participate in the Collision Industry Conference to learn more about how change can happen, while all industry segments come together to focus on heated topics and how to best work together to resolve them.

Go to the SEMA 2015 show, and find out about equipment, diversification, customization, training, tools and more.

Above all, enjoy your industry. This one big opportunity equates to celebrating the business you are in, making it better through the connections you make with associations, vendors and other industry folks like yourself.

- Jordan Hendler

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NATIONAL

FEATURE

SCRS & WMABA Explore OEM Certifications at SEMA With thousands of automotive repair professionals taking in the 2014 SEMA Show in Las Vegas, the Society of Collision Repair Specialists (SCRS) embraced the opportunity to offer unique educational opportunities to collision repair shop owners and technicians.

In addition to unveiling a full slate of newlyreleased Repairer Driven Education (RDE) classes, SCRS hosted its first-ever OEM Collision Repair Technology Summit in the North Hall of the Las Vegas Convention Center on November 5. The all-day event offered attendees an intriguing look into the future of the trade through a series of panel discussions and special presentations.

WMABA Executive Director Jordan Hendler appeared at the Summit to moderate “OEM Certification Development: The Programs Behind OEM Partnership,” a special hour-long session that explored how OEMs structure their certification programs, what their expectations are for participating shops and how they revise these programs to fit the needs of a changing industry. Panelists included representatives from Audi of

America, Axalta Coatings Systems, Ford Customer Service Division, Assured Performance, Mercedes-Benz USA, Summit Consulting International and Toyota Motor Sales USA. Above all, the greatest takeaway of the “OEM Certification Development” discussion was that, while there is no one-size-fits-all philosophy when it comes to how OEMs create and maintain their certification programs, there is a very common objective of protecting both the vehicle brand and its consumers.

For example, Audi and Mercedes-Benz currently restrict the sale of certain parts to nonprogram shops, while Ford allows any shop to purchase its steel and aluminum parts. According to Summit Consulting’s Bob McDonald, participants in Toyota’s current dealer-only shop certification program are an average of 25,000 square feet and handle an average of 250 ROs per month, while Audi Collision Programs & Workshop Equipment specialist Mark Allen explained that shops in his manufacturer’s program range from small, 3,000-square-foot shops to major, 80,000-square-foot facilities. Despite the

obvious differences in OEM requirements, it was clear that any OEM-certified shop is expected to operate with passion and a commitment to customer care – and have the proper tools, equipment and training to back it up.

“We want to make sure the customer is taken care of in each and every aspect of vehicle ownership,” offered Mercedes-Benz USA Collision Business Manager Benito Cid. “We really want to focus on the quality of the repair method,” added Rick Leos, wholesale parts and collision strategy consultant for Toyota Motor Sales USA. Considering that each OEM has slightly different ways of certifying shops, Hendler asked the panelists to share some thoughts on the demographics of the shops that make the grade.

“Not all shops look the same, are the same or are going to operate the same,” she said. “They are all as individual as the person who started them...Who’s getting involved in this?”

L to R: Mark Allen (Audi), Gary Scott (Axalta), Paul Massie (Ford), Scott Biggs (Assured Performance), Benito Cid (Mercedes-Benz USA), Vic Mueller (Summit Consulting Int'l), Rick Leos (Toyota Motor Sales USA), Bob McDonald (Summit Consulting Int'l)

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Scott Biggs, CEO of Assured Performance, replied that although he would like to see “a light in every community” regarding certified repair shops, achieving such a goal is difficult considering “less than five percent of the entire industry has the right tools, equipment, training and facility.” Additionally, Biggs stressed that the current programs only certify; they do not ensure quality control every time a vehicle enters a bay.

“You can have a certified technician who can still screw up a repair,” he said. “Just because you have the thing doesn’t mean you're always going to do it right...While [certification] doesn’t say you’re going to fix it right, it means that if you don’t have the right tools, equipment, training and facilities, you’re definitely not going to fix it right.”

Additionally, the Summit included special presentations by Doug Richman (Technical Committee Chairman of the Aluminum Transportation Group [ATG]) and David Rigg (Project Lead with the Auto/Steel Partnership [A/SP] Advanced High-Strength Steel [AHSS] Repairability Project). Rigg outlined a number of advancements in steel and offered insight into the goals of the Project, while Richman (who also serves as the vice president of engineering and technology for Kaiser Aluminum) used statistics from the 2015 Ducker Worldwide Survey of Automakers to illustrate the impact that aluminum-intensive vehicle designs are having on the repair process. He also highlighted safety aspects such as handling potentially-explosive aluminum dust and the need to adhere to each manufacturer’s repair procedures, given a wide range of aluminum strengths found across different brands and

Education and celebration mark SCRS’ SEMA 2014 experience.

WMABA's Jordan Hendler (right) led a panel discussion on certification development during the SCRS OEM Collision Repair Technology Summit during SEMA even in different areas of the same vehicle.

The varying degrees of material hardness will directly impact repairability.

Other panels hosted during the Summit included “Automobile Developments: How Automotive Manufacturing is Driving Change in the Repair Industry,” “Equipment Development: How Vehicle Design and Materials Relate to Equipment Longevity and Design” and “Marketplace Development: How Specialization is Shifting Collision Repair Business Practices.”

These first two presentations offered glimpses into the automaker and equipment manufacturer perspectives on how repairers can best prepare for the changes ahead in materials, as well as tools and equipment used in the repair process, while the third focused on how specialization is driving a shift in how shops do business.

SCRS: Stronger than Ever

Prior to the Summit, SCRS hosted a special Tuesday night Poolside Reception on the third floor of the Westgate Las Vegas Resort & Casino. The relaxed atmosphere and amazing view provided the perfect way for SCRS to celebrate its many accomplishments in recent times. Currently, they represent more than 44 state and regional associations (including recently added groups in Louisiana, Wisconsin and Texas) across the country. These groups take part in events like the SCRS Affiliate Leadership Conference, held most recently in October in Denver, CO. Additionally, SCRS continues to maintain its international outreach through ongoing collaborations with groups including the Collision Repair Specialists of Australia (CRSA), the Ontario, Canada-based Collision Industry Information Assistance

The SCRS Poolside Reception gave attendees a chance to unwind after a busy day at the show.

Right: Past SCRS Chairman Jeff Hendler December 2014

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NATIONAL FEATURE continued from page 39

SCRS Chairman Ron Reichen

(CIIA) and the New Zealand Collision Repair Association (CRA).

“We put our heart and soul into trying to fix the issues that matter to collision repairers,” offered SCRS Executive Director Aaron Schulenburg in his address to Reception attendees.

“From that, we’ve seen increases in our membership level in every single category every year. We’re really proud of the fact that we continue to see growth from repairers at every size, level, area and demographic across the US because it encourages us that we are on the right track.”

Past SCRS Chairman Jeff Hendler noted that the Collision Repair & Refinish area at SEMA had grown exponentially since SCRS first approached show organizers in the late 2000s with the idea of building a stronger presence for the auto body side of the industry.

“Our two organizations shared a similar vision for what could result by combining our relevance to the industry and their stellar capabilities in organizing world-class shows,” he recalled. “They opened the door; that door has not only been cracked up, but it has been blown open. Our section of SEMA is something we can all be proud of. SCRS is proud to have played a major role in that.”

Wrapping up the evening, current SCRS Chairman Ron Reichen encouraged members of the industry to be a part of the association’s future work on behalf of the collision repair community.

“Be involved,” he said. “The people who make changes are the people who show up.”

H&D SCRS would like to thank PPG, www.CrashRepair Info.com, Toyota, AudaExplore, BASF, Hertz, 3M and Ford for sponsoring both the OEM Collision Repair Technology Summit and the Poolside Reception. More information on SCRS is available at www.scrs.com.

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TECHNICAL FEATURE continued from page 25

To ensure proper accountability, each technician must sign off on his or her procedures, and the shop foreman must recheck (peer review) and sign off prior to the vehicle moving to the next department. We also have a 50-Point Final Checklist, but that is for another article. Additionally, we have a slightly different checklist for aluminum intensive vehicles, but we restrict its publication. If you are interested, please feel free to contact us. Once we verify your facility is certified for an aluminum repair program, we will be more than willing to share our Aluminum Intensive Departmental Checklist with you.

There are so many more operations to add to the above lists, but because each facility operates slightly differently, we cannot list every one. The checks in this article are the most commonly found to be overlooked and/or forgotten. When we consult for a facility, we generally customize and adjust the list for that individual business.

We hope this article has helped the industry to better understand the importance of keeping track of repairs as they move through each department, what could go wrong with a repair and the ramifications of those mistakes.

Feel free to contact us if you have any questions. H&D

Larry Montanez III, CDA is co-owner of P&L Consultants with Peter Pratti, Jr. P&L Consultants works 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 repairability and estimating issues. P&L can be reached by contacting Larry at (718) 891-4018 (office), (917) 860–3588 (cell), (718) 646–2733 (fax) or via email at larrygoju@aol.com. The P&L website is www.PnLEstimology.com.

Jeff Lange, PE is president of Lange Technical Services, Ltd. of Deer Park, NY www.LangeTech.net. Jeff is a Licensed New York State Professional Engineer who specializes in investigating vehicle and component failures. Lange Technical Services, Ltd. is an investigative engineering firm performing forensic vehicle examinations and analysis for accident reconstruction, products liability and insurance issues. Jeff can be reached at (631) 667-6128 or by email at Jeff.Lange@LangeTech.net.

Executive Director’s Thoughts

SOPs are the key to peace. I hear so many shop managers say that they much appreciate checklists because it gives them the ability to have minimal oversight with the mutual understanding of the expectation of performance by all employees. Usually, these lists are available from vendors as a tool to customize, or even your association has them!

- Jordan Hendler

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Contact these Ford or Lincoln Mercury dealers for all your parts needs: BOB BELL FORD 7125 RITCHIE HWY, GLEN BURNIE, MD 20161 Phone: 410-689-3038 Fax: 410-766-1275 www.bobbell.com

PLAZA FORD 1701 BEL AIR RD, BEL AIR, MD 21014 Phone: 410-879-3367 Fax: 410-877-7248 www.plazaford.com

HAGERSTOWN FORD 1714 MASSEY BLVD,HAGERSTOWN, MD 21740 Phone: 800-200-0276 Fax: 301-733-0603 www.hagerstownford.com

WALDORF FORD 2440 CRAIN HWY, WALDORF, MD 20601 Phone: 301-843-3028 Fax: 301-843-0334 e-mail: parts@waldorfford.com www.waldorfford.com

SHEEHY FORD 5000 AUTH RD, MARLOW HEIGHTS, MD 20746 Phone: 301-899-6300 Fax: 301-702-3650 www.sheehyford.com

KOONS FORD OF ANNAPOLIS 2540 RIVA ROAD ANNAPOLIS, MD 21401 Phone: 410-266-3083 Fax: 410-224-4239 www.koonsford.com

TED BRITT FORD 11165 FAIRFAX BLVD, FAIRFAX, VA 22030 Phone: 703-673-2420 Fax: 703-870-7982 www.tedbrittparts.com

© 2014, Ford Motor Company

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A view from the supplier side of the industry.

VENDOR

CORNER The Importance of Respiratory Protection In my last article, I listed some of the most common citations that shops receive from OSHA. I discussed OSHA’s Hazard Communication Standard, or “Right to Know” law and the pieces of the law that business owners must follow. As you will recall, the new Globally Harmonized System (GHS) requirements include new container labeling, a transition from MSDS to Safety Data Sheets (SDS) and employee training. By December 2016, all employers must be in full compliance with the regulation.

This month, I’d like to discuss another regulation that is misunderstood by many shop owners (and therefore, quite a moneymaker for OSHA): Respiratory Protection.

Respirators are one piece of Personal Protective Equipment (PPE) required when working with certain dangerous chemicals such as paint, welding fumes and body dust.

While there is a law regarding PPE in general, OSHA considers respirators so important that they dedicated an entire regulation solely to their proper selection and use.

Because inhalation is the most serious route of entry for chemicals into the body, respirators are required as a defense against these hazards. The best source of information regarding proper PPE - including respirators is the product’s SDS. The manufacturer, using knowledge of their product, as well as OSHA’s permissible exposure levels (PELs), instructs end-users on required safety equipment.

Two main types of respirators include air-purifying (APR) and supplied-air (SAR).

APRs filter certain contaminants out of the air, while SARs provide clean fresh air from a known source. A motorized belt pack is not supplied-air.

Before a respirator can be used in the workplace, several procedures must be in

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order. The first step is an evaluation of the chemical to determine the proper type of respirator to use. Second, each employee must be certified by a medical professional to be healthy enough to wear it. A standard OSHA employee questionnaire will be reviewed, and a limited physical exam or breathing test (PFT) may be needed. Third, once a year, the employee must be trained and fit-tested with his/her model and size of respirator.

With all OSHA regulations, proper documentation is crucial. You must have a record of the training, fit-testing and medical clearance for each employee who wears one. A Written Respiratory Protection Program (WRPP), which spells out your company’s policies and procedures, is the last major requirement.

BY JOSEPH J. KENNY II

These are the basics of OSHA’s Respiratory Protection standard. Many finer points of this regulation simply won’t fit in this space. As I said last time, most injuries, illnesses and fines are due to lack of knowledge, not lack of caring by shop owners. I hope you find this information useful in making your workplace safer. If you have a question, or would like to suggest a future topic, give me a call. H&D Joseph J. Kenny II is president of Safety Regulation Strategies, Inc., a nationwide safety and environmental training and consulting firm. He has helped thousands of businesses create safe and compliant workplaces, and can be reached at (800) 723-3734 or on the web at www.SafetyRegulations.com.

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Don Beaver

PRESIDENT’S

(443) 539-4200 ext. 17061 Dbeaver@antwerpenauto.com

MESSAGE TOLERANCE tol·er·ance / täl( )r ns/ noun: tolerance 1. the ability or willingness to tolerate something, in particular the existence of opinions or behavior that one does not necessarily agree with.

I will never be mistaken for Job, but I do consider myself a tolerant person.

However, we all have our limits. How much can a person, a shop or an industry tolerate? Every day, our patience is

tested to its limits. Today, this week or this month is no different than any other. Recently, I had a moment to stop and reflect on what seems like worsening conditions that we – repairers, managers and owners – must tolerate. Every day, we are faced with lower and lower reimbursements for required repairs and allowances for materials. Repairs required by OEMs are being ignored, and I sit back and think, “This just stinks.”

Why can’t we be fairly compensated for the repairs we perform and the materials we use?

Personally, I think it’s because we don’t always do our due diligence. Are we not asking for the things we need, or are we just not doing them? The easiest way to combat these woes is to educate yourselves, your staff and the people who come into your shops who don’t want to pay the bills. Very seldom will you get pushback if you are able to educate. Do the research; if something is required, prove it, document it and legitimize it. The days of, “Well, that’s the way we do it” are gone. Agreeing to disagree is not going to pay the bills. It’s hard to dispute documented requirements and invoices. If the material you use costs “X,” and an insurance company only pays “Z,” but you have an invoice for it, stick to your guns. If an OEM says that there is only one proper repair and it requires “A, B and C” to be done properly, prove it and get paid.

In most cases, we bring this problem upon ourselves by simply sitting back and watching it happen. I say it’s time to stop and do what’s right for our industry and our customer. Fix it right and get paid for it. Stop tolerating outside influences. H&D

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ADVERTISERS’ INDEX Alexander & Cleaver............................23 Alexandria Toyota ................................41 All Foreign Used Auto..........................41

Audi Group ..........................................13

Axalta Coating Systems ......................OBC

BMW Group ........................................26-27 BMW of Bel Air ....................................IBC BMW of Fairfax....................................3

BMW of Rockville ................................IBC BMW of Towson ..................................IBC CAPA ..................................................17

Car-part.com........................................19

Chesapeake Automotive Equipment ..50

Empire Auto Parts................................42 Ford Group ..........................................43 Future Cure ........................................29 GM Parts Group ..................................9

Hendrick Honda ..................................44

Honda Group ......................................16 Hyundai Group ....................................19

Koons Ford ..........................................44 Malloy Auto Group ..............................8

Mazda Group ......................................47 MINI Group ..........................................45

MINI of Baltimore County ....................IBC Mitsubishi Group..................................12 Mopar Group ........................................21

Nissan Group ......................................36

NORTHEAST® 2015 ..........................48 NuCar ..................................................11

O’Donnell Honda ................................42 Packer Norris Parts ............................4

Porsche Group ....................................37

PPG ....................................................IFC P&L Consultants ..................................25 Russel Toyota ......................................23

Safety Regulations ..............................46

Steck Manufacturing............................50 Subaru Group ......................................49

Toyota Group ......................................31 VW Group............................................40

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