Hammer & Dolly July 2014

Fail-Proof Your Estimating Process & Write to Perfection - page 44

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July 2014 Volume 8 No. 7 $5.95

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July 2014

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CONTENTS July 2014 COVER STORY BY JOEL GAUSTEN

From Sydney, Australia to Vienna, VA, WMABA members share their views on an ever-evolving trade.

32 ASSOCIATION LIFE THROUGH

THE DECADES: WMABA VETERANS SHARE ALL

36 WMABA HITS AUSTRALIA FOR SPECIAL INDUSTRY FORUM

NEWS LAWSUIT TARGETS TOP AUTO INSURERS, 14 RICO ALLEGES CONSPIRACY AGAINST REPAIRERS

A new lawsuit shines a much-needed light on the industry's biggest issues.

DEPARTMENTS

EDUCATIONAL SYMPOSIUM EXPLORES SHOPS' LEGAL OPTIONS

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Industry pros explore how to use the law to improve the industry.

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State Farm loses one of its biggest DRPs.

PROMINENT TEXAS SHOP LEAVES PARTSTRADER

SCRS ANNOUNCES REPAIRER DRIVEN EDUCATION AT SEMA

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The industry gears up for another unforgettable Las Vegas experience.

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Editor’s Message JOEL GAUSTEN

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President’s Message DON BEAVER

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TECHNICAL FEATURE 24 STRUCTURAL REALIGNMENT CHANGES

Our tech experts take on common misconceptions, misunderstandings and misinformation.

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BY LARRY MONTANEZ III, CDA & JEFF LANGE, PE

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FEATURE 44 THE ESTIMATE DEBACLE: FAIL-PROOF YOUR ESTIMATING PROCESS & WRITE TO PERFECTION

Must-read words of advice from our special guest contributor. BY STEVE FELTOVICH, SHERWIN-WILLIAMS

Calendar of Events

Letter to the Editor Vendor Corner SCOTTIE DAVIS

What’s WMABA Up To? Executive Director’s Message JORDAN HENDLER Advertisers Index

COVER: ©thinkstockphoto.com/vetkit/ Christophe BOISSON THIS PAGE, CLOCKWISE FROM TOP: ©thinkstockphoto.com/vetkit/Christophe BOISSON ©thinkstockphoto.com/moodboard ©thinkstockphoto.com/Ingram Publishing ©thinkstockphoto.com/Darko Novakovic

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Industry training opportunities and don't-miss events.

CALENDAR OF

EVENTS

July 28, 2014

SCRS Open Meeting Detroit Marriott at the Renaissance Cente r, Detroit, MI For more information, visit www.scrs.c om

July 29, 2014

Collision Industry Conference (CIC) Detroit Marriott at the Renaissance Cente r, Detroit, MI For more information, visit www.ciclin k.com

CLASS LISTINGS

July 2, 2014

REPLACING EXTERIOR ALUMINUM PANELS Hilton Wilmington/Christiana, Newark, DE

July 7, 2014

STEERING & SUSPENSION DAMAGE ANALYSIS First Team Toyota, Chesapeake, VA

July 8, 2014

STRUCTURAL STRAIGHTENING STEEL State Farm - Silver Spring, Silver Spring, MD WELDED & ADHESIVELY BONDED PANEL REPLACEMENT Coxton’s Gold Team Collision Center, Yorktown, VA

July 9, 2014

2015 FORD F-150 STRUCTURAL REPAIR TRAINING COURSE Courtyard Marriott - Silver Spring, Silver Spring, MD 2015 FORD F-150 STRUCTURAL REPAIR TRAINING COURSE Hampton Inn - Waldorf, Waldorf, MD

July 10, 2014

REPLACING EXTERIOR ALUMINUM PANELS Coxton’s Gold Team Collision Center, Yorktown, VA VEHICLE TECHNOLOGY & TRENDS 2014 Automotive Collision Technologies, Randallstown, MD

July 14, 2014

WELDED & ADHESIVELY BONDED PANEL REPLACEMENT First Team Toyota, Chesapeake, VA

July 15, 2014

MEASURING Canby Motors Collision Repair, Aberdeen, MD 2015 FORD F-150 STRUCTURAL REPAIR TRAINING COURSE Hilton Wilmington/Christiana, Newark, DE

July 17, 2014

VEHICLE TECHNOLOGY & TRENDS 2014 Kunkel’s, Baltimore, MD STEEL UNITIZED STRUCTURES TECHNOLOGIES & REPAIR Coxton’s Gold Team Collision Center, Yorktown, VA

July 21, 2014

COLOR THEORY, APPLICATION, TINTING & BLENDING First Team Toyota, Chesapeake, VA

July 22, 2014

SUSPENSION SYSTEMS Keystone Linthicum, Linthicum, MD REPLACING EXTERIOR ALUMINUM PANELS Criswell Collision Center, Annapolis, MD REPLACEMENT OF STEEL UNITIZED STRUCTURES Coxton’s Gold Team Collision Center, Yorktown, VA

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July 24, 2014

COSMETIC STRAIGHTENING ALUMINUM Coxton’s Gold Team Collision Center, Yorktown, VA AUTOMOTIVE FOAMS King Volkswagen, Gaithersburg, MD ADVANCED STEERING & SUSPENSION SYSTEMS DAMAGE ANALYSIS Criswell Collision Center, Annapolis, MD

July 28, 2014

COSMETIC STRAIGHTENING ALUMINUM First Team Toyota, Chesapeake, VA

July 31, 2014

ADHESIVE BONDING Coxton’s Gold Team Collision Center, Yorktown, VA

August 2, 2014

2015 FORD F-150 STRUCTURAL REPAIR TRAINING COURSE State Farm Insurance-Midlothian, Midlothian, VA

August 4, 2014

BEST PRACTICES FOR HIGH-STRENGTH STEEL REPAIRS First Team Toyota, Chesapeake, VA

August 5, 2014

BLUEPRINTING PROCESS & DAMAGE DISCOVERY Criswell Collision Center, Annapolis, MD COLOR THEORY, APPLICATION, TINTING & BLENDING Coxton’s Gold Team Collision Center, Yorktown, VA

August 6, 2014

2015 FORD F-150 STRUCTURAL REPAIR TRAINING COURSE Hampton Inn, Glen Burnie, MD

August 7, 2014

OVERVIEW OF CYCLE TIME IMPROVEMENTS FOR THE COLLISION REPAIR PROCESS Automotive Collision Technologies, Randallstown, MD PLASTIC & COMPOSITE REPAIR Criswell Collision Center, Annapolis, MD STRUCTURAL STRAIGHTENING STEEL Coxton’s Gold Team Collision Center, Yorktown, VA

August 12, 2014

SQUEEZE-TYPE RESISTANCE SPOT WELDING Criswell Collision Center, Annapolis, MD 2015 FORD F-150 STRUCTURAL REPAIR TRAINING COURSE Hilton Wilmington/Christiana, Newark, DE WHEEL ALIGNMENT & DIAGNOSTIC ANGLES Coxton’s Gold Team Collision Center, Yorktown, VA

August 13, 2014

2015 FORD F-150 STRUCTURAL REPAIR TRAINING COURSE Sharrett Collision Center, Hagerstown, MD

August 14, 2014

HAZARDOUS MATERIALS, PERSONAL SAFETY & REFINISH SAFETY Coxton’s Gold Team Collision Center, Yorktown, VA STEEL UNITIZED STRUCTURES, TECHNOLOGIES & REPAIR Kunkel’s, Baltimore, MD

August 19, 2014

MEASURING Coxton’s Gold Team Collision Center, Yorktown, VA RACK & PINION & PARALLELOGRAM STEERING SYSTEMS Keystone Linthicum, Linthicum, MD 2015 FORD F-150 STRUCTURAL REPAIR TRAINING COURSE Courtyard Marriott - Silver Spring, Silver Spring, MD

August 20, 2014

2015 FORD F-150 STRUCTURAL REPAIR TRAINING COURSE Courtyard Marriott - Silver Spring, Silver Spring, MD

August 21, 2014

OVERVIEW OF CYCLE TIME IMPROVEMENTS FOR THE COLLISION REPAIR PROCESS Coxton’s Gold Team Collision Center, Yorktown, VA 2015 FORD F-150 STRUCTURAL REPAIR TRAINING COURSE Courtyard Marriott - Silver Spring, Silver Spring, MD

August 26, 2014

STEERING & SUSPENSION DAMAGE ANALYSIS Coxton’s Gold Team Collision Center, Yorktown, VA

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

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Joel Gausten

EDITOR’S

(973) 600-9288 tgpjoel@verizon.net

MESSAGE YOU ARE NOT REPAIRERS

For as long as I live, I will always hate going to the dentist.

Back when I was a little kid, my mom brought me to an appointment to have a tooth pulled. I remember being so deathly afraid of needles that I literally punched the poor dentist right in the chin as he went to give me a shot of Novocain! Thankfully, he took this snot-nosed assault in stride and went on to give me my shot and remove the offending tooth. (My poor mom didn’t take the situation quite so well, but that’s another story.) With each subsequent visit I made to this dentist over the years, two things occurred to me more and more: 1, he was a truly kindhearted, good-natured guy (who would often laugh and joke about my tiny fist of fury) and 2, he had one of the toughest jobs in the world because he was providing a service that nobody wanted to buy. Whether they needed a filing or a root canal, people went to see this man because they had no other choice. They could either live in agony or have this guy remove their pain and give them some relief.

Sound familiar?

Every day you open the door to your shop, remember that you are not a repairer; you are a friend to the vehicle owners who have found themselves in need of your help during an often-desperate and confusing time. You are a caregiver who is going to safely and professionally put that damaged vehicle back on the road. You are the person who is going to come through and make the lives of your customers a little – or a lot – better. Sure, you get hits on the head from insurers instead of punches on the cheek from bratty kids, but never lose sight of the fact that you are much more than just a person fixing cars in a body shop.

You are a true friend to your community and your industry, and you deserve respect, fair dealings and adequate compensation. Just make sure you watch out for any little ones who might walk through your door with their parents. That right hook can be a doozy... H&D

©thinkstockphoto.com/Fuse

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

ADMINISTRATION

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

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 MANAGING EDITOR EDITOR ART DIRECTOR OFFICE MANAGER ADVERTISING DIRECTOR

Thomas Greco tgp22@verizon.net

Alicia Figurelli tgp2@verizon.net

Joel Gausten tgpjoel@verizon.net

Lea Velocci tgp3@verizon.net

Sofia Cabrera tgp4@verizon.net

Norman Morano tgp5@verizon.net 800-991-1995 Fax 732-280-6601

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.

July 2014

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PRESIDENT’S

MESSAGE

Don Beaver

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

©thinkstockphoto.com/bulentozber

ANSWERING THE CALL

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The WMABA Board recently had their annual planning session, which was held at Criswell Collision Center in Annapolis, MD. I would first like to thank Kevin Marvin, his staff and Criswell for their hospitality. I would also like to thank all the Board members in attendance who help make WMABA what it is today.

The planning session is a think tank of sorts; this is where the direction of our association for the next year – or more – is decided. We discuss the specifics of our upcoming Golf Outing, the meetings we will be holding, the topics and speakers for those meetings and where we will be directing our energy to better our industry for our membership. We were all asked what each of us felt were the most important and pressing matters that are found in our shops today. It was pretty amazing that nearly every answer was the same. These issues included insurermandated parts procurement programs, steering, aftermarket parts and several mentions of the “most-favored nation” clauses in DRP agreements. I bet a lot of people are reading this and nodding their heads in agreement.

Very few shops will continue to survive operating as an island. If shop owners, managers and technicians do not join forces to address these concerns and actually do something about them, then we will be divided and conquered. The need for shops to join the ranks and start

July 2014

saying “enough is enough” has never been greater. Yet, many times, we are our own worst enemies.

Shops need to do what they get paid for and get paid for what they do. Unfortunately, it seems like whenever this happens, the next shop up the street is willing to give another discount or concession. This is what drives rates and prevailing competitive pricing. If you’re not competitive, then you’re in trouble. We have tried for years through negotiations with insurance companies to establish a fair playing field where competitive can also be profitable. Because we have opened our doors to outside influences, we have lost much of what was previously in our control. It also is not going to be given back without a fight. It has become obvious that the only way this control will be taken back is through legislation. We will be going back to Annapolis next session for this very reason. We need your help, and WMABA makes it very easy for you to get involved and remain anonymous without fear of reprisal.

When you hear us ask for you to call your legislator, please do it. A quick phone call from a constituent speaks volumes to politicians. When it matters to you, it matters to them – but they need to hear it. If a phone call is not your cup of tea, then a quick email or letter could be the ticket.

In the coming months, we will be preparing for next session and asking for your help. If you’re sick and tired of business as usual, then answer when we call. H&D

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Information and updates from WMABA and beyond.

NEWS

RICO LAWSUIT TARGETS TOP AUTO INSURERS, ALLEGES CONSPIRACY AGAINST REPAIRERS n one of the most extensive representations of the issues affecting the collision repair industry ever committed to print, Crawford’s Auto Center of Downingtown, PA filed an exhaustive 164-page lawsuit on April 30 against State Farm, Allstate, GEICO, Progressive, Farmers, Liberty Mutual and Nationwide, alleging that the companies conspired to control the cost of automobile repairs. The suit ar-

I

gues that the defendant insurers also violated the Racketeer Influenced and Corrupt Organization Act (RICO) by creating artificial “prevailing” rates based on their DRP shops’ use of products by the industry’s three leading Information Providers (Audatex [AudaExplore], CCC or Mitchell), who have been named as conspirators. The suit, which also names USAA, Travelers and American Family as conspirators but not as defendants, was filed in the US District Court for the Northern District of Illinois, Eastern Division.

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Crawford’s seeks to have the lawsuit granted class action status to allow for the inclusion of any non-DRP facilities that “performed automotive collision repair work or services on or in connection with a vehicle insured by, or covered under insurance issued by” any of the seven defendant insurers and used a CCC, Mitchell or Audatex estimating program for a repair estimate or supplement since January 1, 2006.

According to the suit, the action seeks to remedy the defendant insurers’ “long-running unlawful conduct to suppress compensation to repair facilities for automotive collision repairs covered by insurance. Defendant insurers State Farm, Allstate, GEICO, Progressive, Farmers, Liberty Mutual and Nationwide, together with their three conspirator insurers...are the [10] largest private passenger auto insurers in the United States, collectively holding 70 [percent] of the market, and control all aspects of collision repairs, including establishing the industry standards for compensation paid to repair facilities.”

Additionally, the suit argues that because the defendant and conspirator insurers all use the estimating programs of at least one Information Provider (and because these companies sell the same programs to

insurers and repair facilities), the IPs “serve two masters” - the defendant insurers as well as “the repair facilities, which must use the estimating programs to perform their work because the estimates are the only means by which insured repairs are paid.” The complaint states that “the programs are marketed [to the insurance industry] by the Information Providers as controlling costs and purportedly improving accuracy, but with respect to the repair facilities, the purported goal is preparing comprehensive estimates.”

Attorney Steven L. Bloch (Berger & Montague, P.C.), legal counsel for the plaintiff and proposed classes, tells Hammer & Dolly that the case was developed to provide much-needed relief to a beleaguered industry.

“Based upon my discussions and investigation, I saw that there appeared to be a real wrong that was occurring here, and it was subjecting a significant portion of the collision repair industry to that conduct [with] injury as a result,” he said. “I thought that it required a remedy that would be material, significant and something that would hopefully change the structure and the framework of the relationship between the insurers and the portion of the collision repair industry that is represented in the case, and how it is that

they get compensated for repairs on behalf of insureds and other third parties who are covered under insurance.”

Additionally, Bloch notes that automotive consumers stand to gain tremendously if the case reaches its desired conclusion.

“Once the repairers are treated more fairly and/or are not subjected to the same type of interference, influence and impact from the insurers’ conduct, the insureds will benefit from

the totality and quality of the repairs that can be made,” he explains. “[That’s] not to say that the quality has been lacking on behalf of the constituency who’s brought the class and the case, but the environment in which the repairs can take place at that point will inure to the benefit of the insureds and those covered by insurance.”

Not surprisingly, Bloch says the case has received an “extremely favorable” response

from various members of the collision repair industry.

“We’re fully confident in the case that we’ve set forth,” he says. “We intend to proceed with all due deliberate effort and speed in seeking remedy and relief on behalf of the class.” H&D

The complete 164-page complaint is available online at http://collisionweek.com/cw/news/photos/2014-photo/2014-0514-Crawford-Auto-Center-Complaint.pdf courtesy of CollisionWeek Online. Hammer & Dolly will provide regular updates on this case as it develops.

Clockwise from top: ©thinkstockphoto.com/zimmytws/PaulPaladin/eccolo74

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Information and updates from WMABA and beyond.

NEWS

(Photos by Janet Chaney)

EDUCATIONAL SYMPOSIUM EXPLORES SHOPS’ LEGAL OPTIONS

On May 30 and 31, the Renaissance Schaumburg Hotel and Convention Center in Schaumburg, IL served as home base for a variety of industry professionals from across the country seeking legal perspectives on today’s industry. During the two-day educational symposium (“S.A.F.E. Cars - Safe Automobiles for Everyone”) hosted by the Alliance of Automotive Service Providers of Illinois (AASPI) and open only to collision repairers and industry vendors, attendees were treated to workshops and guest presentations from lawyers and shop owners knowledgeable in how to use the legal system to address common industry issues. Presenters included Mississippi attorney John Eaves, Jr., Bill Byrne (AASPI) and Florida shop owner Ray Gunder (Gunder’s Auto Center, Lakeland). The event also drew participation from Mississippi Attorney General Jim Hood,

Three-time Utah Attorney General Mark Shurtleff speaking at the S.A.F.E. Cars Symposium

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Louisiana Assistant Attorney General Stacie DeBlieux and three-time Utah Attorney General Mark Shurtleff.

Mississippi shop owner John Mosley (Clinton Body Shop, Clinton) was especially impressed by the considerable presence of Attorneys General at the symposium.

“All over the country now, people are saying, ‘Why can’t our state Attorney General do something when we know these insurance companies are violating antitrust or holding our rates down [or] not paying us for the work we do?’” he explains. “[Hood] explained to [attendees] how the Attorneys Generals had to work in coordination with Insurance Commissioners. In some states, the Attorneys Generals are limited on what they can or cannot do, but he also told [the audience] how to gather evidence and get information that will assist their Attorneys General in each state.”

Maryland-based WMABA Board member Mark Schaech, Jr. (Mark’s Body Shop, Baltimore) attended the festivities to gain a greater perspective on the litigation taking place throughout the industry, namely the current RICO suit against seven major auto insurers (see page 14) and Eaves’ ongoing efforts to stop the spread of PartsTrader in Mississippi.

“I agree with a lot of what’s in both complaints,” he offers. “I think we definitely have some problems in our industry with regards to rate suppression and price control that ultimately harm consumers. I’m hoping that these guys have some success with their lawsuits and public awareness campaigns to educate people, politicians and our legal system on what’s really going on in our industry.”

According to Mosley, the request for

Mississippi Attorney General Jim Hood offered insight into how shops could use the legal system to address issues.

injunctive relief against PartsTrader in Mississippi is sitting in federal court after State Farm filed a motion to move the matter out of state court. Although PartsTrader is currently operating in Mississippi as part of the program’s national rollout, the shop owner insists that the legal battle is far from over.

“When [the case] is heard in federal court, we anticipate that it will be moved back to state court, where it belongs,” he says.

“We still believe we’ll be successful in stopping PartsTrader in Mississippi.”

Impressed by what the S.A.F.E. Cars event had to offer, Schaech believes that the two-day gathering went a long way in fostering stronger unity throughout the national collision repair community.

“A lot of problems within our industry are because shops alienate themselves from one another and consider each other competitors when we’re really colleagues,” he says. “We have a common goal, and that is to repair cars for consumers safely and properly.

We’ve been a very divided industry, and I think what this event was all about was trying to bring repairers together.” H&D

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Letter to the

The Latest from WMABA Members and Supporters

EDITOR

DEAR

HAMMER & DOLLY, In recent months, I have been trying to play nice and go with the flow when it comes to certain insurance companies. You know, the old adage that you catch more flies with honey? It seems like every time I do this, some fly wants all of the honey – and the bottle it came in, too. Today has been one of those days, and it’s not even noon.

©thinkstockphoto.com/Gajus

Several days ago, we repaired a 2012 Hyundai Elantra. The insurance company wrote their estimate with an aftermarket bumper cover, and we could not price match that item. When we called for the aftermarket bumper cover, we were given a no-quote number, as the part wasn’t currently available. Following protocol, we called the adjuster, who was conveniently out of the office until the following Monday. Making an executive decision, we went with the OEM cover in order to get the vehicle back to the customer before the weekend. We then sent a supplement for the part price difference (along with the no-quote number and invoice) to said adjuster, finished the vehicle and released it back to the owner with the supplement pending. (I know, bad mistake.)

We were trying to play nice and get their insured out of a rental over the weekend, and what thanks did we get? We were told, “But it was available from another aftermarket vendor, so we won’t pay it.” We don’t buy parts from this other vendor. We were told by the insurer that we can either open an account with the second vendor and purchase from them if the price is lower, or absorb the difference. The insurer added that they will continue to write for the least

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expensive part regardless of whether or not a particular shop deals with that vendor.

Most vendors will match another’s price, but what do you do when they don’t have that part? Not only are we tasked with using these parts, but we are also tasked with purchasing from multiple vendors – all at a huge reduction in price and profit.

In another repair, we processed a small eight-line supplement for the insurance company, and three lines were left off. We also discovered an arbitrary deduction for partial refinish of a panel with full clearcoat. Because it was arbitrary, this number was half of the refinish time allowed on the estimate.

Now again, shame on us for not checking the supplement before it was tossed on a desk and the adjuster left in hopes that (once again) we would play nice and just fix it. Well, guess what? That is not happening today. I’m not taking any more for the team.

I recently attended Mike Anderson’s WMABA-hosted class in Maryland, and the one big thing I took away from that experience was educate, educate, educate. There are so many tools at our fingertips to combat these problems; we are (and will be) complete idiots for not using them. If the philosophy of “that’s the way we always have done

it” is not thrown out the window, then we might as well just hang an insurance company name over the door and hand them the keys. If we continue with the old philosophy, then we are doomed. It doesn’t have to be that way (and there does not have to be animosity between repairers and insurers), but there does need to be dialogue. In most cases, these things can be avoided with documentation, education and SOPs. Out with the old and in with a new way of thinking. I don’t think we’re all going to be sitting around a campfire holding hands and singing “Kumbaya,” but there are a lot of things we can do to keep our collective blood pressure down. Develop SOPs, use paint and materials calculators, use paint vendors’ calculations for partial refinish/full clear formulas and, most of all, document, document, document.

Thank goodness I have this avenue to blow off a little steam; otherwise, I’d probably either have a stroke or be sitting in a corner blowing spit bubbles. Well, that’s my rant for now - but again, it’s only noon.

Sincerely, Mad in Maryland

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NEWS

The Latest from WMABA Members and Supporters

Prominent Texas Shop Leaves PartsTrader

©thinkstockphoto.com/BsWei

The ongoing controversy over State Farm’s parts procurement program with PartsTrader has led to the departure of one of the insurer’s largest DRPs. Henderson, TX-based Burl’s Collision Center recently left their 15-year Select Service relationship with State Farm after determining that PartsTrader was not a proper fit for them.

“We have trusted vendors that we use,” offers owner Burl Richards. “Basically, State Farm said, ‘With PartsTrader, you have to use a [parts] shop that’s on the PartsTrader list if you’re going to be Select Service’...I’m not going to take long-term vendors I’m used to doing business with and use somebody else [when] I don’t know if they’re going to take care of my returns.”

According to Richards, his business with State Farm has dropped by approximately 25 percent since he left the Select Service program. Not surprisingly, this has led him to reconsider some of his business practices going forward.

“The way that I’m trying to recover from it is [by] trying to get paid for every single operation that I do,” he says. “I use the P-Pages, and I’m educating myself. We’re getting paid for feather, prime and block and all these other operations that we have to do to fix the car.”

Despite having to adjust to a major change in his daily operations, Richards is confident that he made the right choice regarding PartsTrader.

“It was a big deal for me to get off the program, but I had to make a decision and say, ‘No, I’m not going to do it,’” he says.

H&D

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SCRS Announces Repairer Driven Education at SEMA One of the most popular events in today’s collision repair industry, the annual SEMA Show will return November 4-7 to the Las Vegas Convention Center in Las Vegas, NV. Once again, the Society of Collision Repair Specialists (SCRS) will be at the Show to host a series of special Repairer Driven Education (RDE) courses designed to provide attendees with information to successfully navigate an always-changing profession.

This year’s impressive list of RDE presenters includes (among many others) Toby Chess, Mike Anderson of CollisionAdvice, Tim Ronak of AkzoNobel, Kristen Felder of Collision Hub and Hammer & Dolly technical writer Larry Montanez. SCRS Executive Director Aaron Schulenburg feels that this year’s full slate of RDE seminars will offer attendees a variety of ways to improve their knowledge and bottom lines.

“We’re looking at the things that matter to collision repairers and the things that are going to give them the most and best advantage when they return home to their businesses,” he says.

SCRS’ RDE event schedule at SEMA will also include the firstever OEM Collision Repair Technology Summit, an all-day forum focused on how vehicle technology and automotive design are driving adaptation and change in the marketplace. Participants will include technical experts from automotive manufacturers, equipment and training organizations and representatives from certifying bodies.

“It’s really going to be a unique event that gives some of the most robust information surrounding technology, vehicle design and the things that shop owners need to be prepared for going into 2015 and the future ahead of them,” Schulenburg says.

For registration information and a complete listing of RDE events, please visit www.semashow.com/scrs.H&D

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

TECHNICAL

BY LARRY MONTANEZ III, CDA & JEFF LANGE, PE

FEATURE

STRUCTURAL REALIGNMENT CHANGES

©thinkstockphoto.com/Ingram Publishing

Through our visits to repair facilities and in our training classes, we have seen and heard some troubling things. Many shops are still using structural realignment (frame equipment) apparatus that may belong in the Smithsonian. Many in our industry (both insurers and shops) are misguided on how to actually affix/anchor the vehicle to the apparatus, and many think that sill “pinch weld” clamps are the norm and still acceptable. This article is will hopefully clear up some of these misconceptions, misunderstandings and/or misinformation in our industry.

For many years, we have known that most German vehicles cannot be anchored by the sill/pinch welds. This was due to the configuration of the rocker panel mating flanges, which include adhesives that can be damaged. In addition, rocker panel flanges are not designed to withstand the forces the way they are applied during mounting. We have seen over the past few years that high-end German engineering designs are being utilized in lower-priced vehicles. For example, the 2014 Dodge Dart and Jeep Grand Cherokee are now utilizing the Compact US Wide platform design, which does not support jacking or anchoring at the rocker panel mating flanges/sill panels (pinch welds). Although you will have to affix the vehicle to the realignment apparatus by the sill clamps, Dodge/Jeep states that you may anchor the vehicle by the sills. However, you must anchor in at least two other areas, such as the front or rear suspension mounting areas. Otherwise, you can cause damage to the sill areas during pulling procedures. Generally, this will mean you will need to anchor a fixture or jig to the engine cradle or rear suspension cradle mounting areas.

This will require the removal of the mounting bolts and/or removal of the cradle. Some manufacturers state in their repair procedures that

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there is adhesive in the sill mating flanges, and anchoring in these areas will destroy the adhesive bond, weakening the area.

Unless you are using a Celette Bench or a universal fixture system (which anchor and measure the vehicle in multiple areas), most late-model vehicles require additional anchoring. These types of systems affix a jig fixture/universal fixture to the machine and to the vehicle to support and hold other areas on it for measuring and realignment procedures. Many shops have an issue because their equipment is antiquated and not designed for the anchoring and repairing of late-model vehicles. Many times, we see vehicles with chains hooked into areas on the undercarriage or into uni-rails. This will cause damage to these areas because they were not designed to have force applied to them. Additionally, we must all understand that electronic measuring or fixture measuring is the only correct way to realign a collision-damaged vehicle.

One of the main issues we see is damage assessors (estimators) unfamiliar with the proper equipment and procedure for affixing a vehicle to the realignment apparatus. In addition, we hear all too often, “We only get paid 2.0 hours to set up and measure.” We also hear technicians say, “I ain’t got time to set it up, cause we didn’t get paid for it.” This way of thinking needs to change. We cannot arbitrarily skip repair procedures because we didn’t get Procedure and Description: Car-O-Liner

Pre-measure vehicle: This will determine the extent of damage and if structural realignment is necessary (or remove and replace the component)

Measure suspension components: This will determine if the suspension sustained any damage.

Set Up on Realignment Apparatus: This would include assembling clamps, installing the vehicle, affixing the clamps, removal of the vehicle and clamps, cleaning and replacement of the clamps.

EVO Anchoring left front uni-rails (upper and lower): This operation is to ensure that the rails are held in the correct position during the replacement procedures. (Three are required at 0.5 Frame per) Check measurements during the repair process Repair Anchoring Locations

1.5 Frame

1.0 Frame

0.8 Refinish

Mask Underside for Primer and Paint

$15/0.6 Body

R&I All Four Wheels

0.4 Mech

Trial Fit Weld-On/Bolt-On for Replacement 7.5 Frame

3.0 Frame

0.4 Refinish

Acid Etch/Epoxy/Primer Anchoring Locations

$15.00

1.0 Frame

1.2 Refinish

Add for Clearcoat

Totals

1.0 Frame

1.5 Body

Refinish Anchoring Locations

Collision Access Time

Labor

6.6 Body

3.0 Body

2.4 Refinish

1.5 Body

0.4 Mech

paid for them. Those operations still need to be performed.

Surprisingly, it can take upwards of two hours to set a vehicle up on a realignment apparatus and another two hours to clean and replace all of the anchoring clamps/fixtures.

That would be four hours to set up the vehicle, and that may or may not include measuring.

We know too many of us have been fooled into thinking that 2.0 hours for set-up and measure is the norm. Although it may have been at some point in the past, it is no longer Procedure and Description: Celette

Pre-measure vehicle: This will determine the extent of damage and if structural realignment is necessary (or remove and replace the component)

Measure suspension components: This will determine if the suspension sustained any damage.

Set Up on Realignment Apparatus: This would include affixing the fixture Towers and MZ Plus, installing the vehicle, affixing the fixtures to the vehicle, removal of the vehicle and fixtures, cleaning and replacement of the fixtures and hardware. Eight Locations (four front and four rear)

Additional fixtures left front uni-rails (upper and lower): This operation is to ensure that the rails are held in the correct position during the replacement procedures. (Two are required at 0.5 Frame per) Check measurements during the repair process Repair Anchoring Locations

1.0 Frame

1.0 Frame

0.8 Refinish

Mask Underside for Primer and Paint

$15/0.6 Body

R&I All Four Wheels

0.4 Mech

Trial Fit Weld-On/Bolt-On for Replacement 8.0 Frame

4.0 Frame

0.4 Refinish

Acid Etch/Epoxy/Primer Anchoring Locations

$15.00

1.0 Frame

1.2 Refinish

Add for Clearcoat

Totals

1.0 Frame

1.5 Body

Refinish Anchoring Locations

Collision Access Time

Labor

6.6 Body

3.0 Body

2.4 Refinish

1.5 Body

0.4 Mech

enough time (nor is it published anywhere) that studies have established that using 2.0 hours is normal and customary. Then there are the many procedures and operations to affix the vehicle to the realignment apparatus that many of you perform without realizing they are not included. For example, let’s use a 2014 Toyota Camry with a frontal impact. The vehicle requires a left lower front uni-rail (frame rail) and a left upper front unirail. Let’s look at the setup procedures for structural repairs on a Car-O-Liner system and on a Celette Bench. The procedures and labor times in the charts at left and on page 24 are for example only and in no way a suggestion of procedures and labor times for each operation.

As you can see, there are a lot of procedures to structural realignment that your techs are performing without a charge. Remember that each vehicle repair is slightly different, but structural repair on collision-damaged vehicles generally remains the same, based on the type of structural realignment equipment utilized. Please keep in mind that measuring and diagnosing is the most important step to any structural repair.

Also understand that we did not include realignment time/pull time, as we could not show the damage in an article. In some cases, no realignment would be required, due to the fact that all the damage is being changed at a mating area

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Technical Feature

that is undamaged. It is always important to keep upgrading your equipment and stay up to date on training. Vehicles are changing every single year, and newer types of substrates are just around the corner. Remember that our industry has grown from panel beaters and “heavy guys” to repair technicians and structural technicians to para-engineers.

We hope this article has helped the industry to better understand the changes to structural realignment and why upgrading your equipment is so important. Feel free to contact us if you have any questions.

Larry Montanez, 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 a Forensic Engineer and president of Lange Technical Services, Ltd. of Deer Park, New York. Jeff is a Licensed New York State Professional Engineer, ASE Certified Master Technician and ASE Certified Master Collision Repair Technician who specializes in vehicle damage analysis for accident reconstruction, products liability and insurance claims investigation. Jeff can be reached at (631) 6676128 or by email at Jeff.Lange@Lange Tech.net. H&D

Executive Director’s Thoughts

Larry and Jeff’s message that “thinking needs to change” applies to many aspects of collision repair for many of the repairers of today.

You can’t fix today’s cars with yesterday’s processes, and the expectation to do so is ignorance of grand proportions.

- Jordan Hendler

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AS A COLLISION REPAIR SPECIALIST, YOU MUST ALWAYS FO HOWEVER, INSURANCE ESTIMATES ARE OFTEN FOCUSED O BMW centers stock Original Equipment Parts that never sacrifice quality or

For Original BMW Parts, contact one of these authorized BMW centers: BMW of Annapolis 25 Old Mill Bottom Road Annapolis, MD 21409 410-349-2565 Fax:410-349-2586 www.mybmwannapolis.com

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Sterling, VA 20166 888-954-8222 Fax: 571-434-7727 www.bmwofsterling.com

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Northwest BMW 9702 Reisterstown Rd Owings Mills, MD 21117 410-363-1461 Fax: 410-363-7749 www.northwestbmw.com

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OCUS ON SAFETY, QUALITY AND COST. ON JUST COST.

safety for cost.

·

Every detail is exactly matched to the vehicle’s safety systems for optimum occupant protection.

·

Original BMW Panels and Components are built from premium materials using ultra-precise processes.

·

To maximize the safety of all passengers, replacement panels undergo strict and extensive quality control tests.

·

To ensure optimal paint adhesion, electrophoretically primer coats are applied during the manufacturing process.

BMW of Catonsville 6700 Baltimore National Pike Baltimore,MD 21228 800-828-6529 410-744-2000 Fax: 410-818-2600 www.bmwofcatonsville.com

BMW of Bel Air 1705 Conowingo Road (US 1 in Hickory) Bel Air, MD 21014 443.640.1230 Fax: 443.640.1234 www.bmwbelair.com

Richmond BMW 8710 West Broad Street Richmond, VA 23294 800-237-0130 Direct: 804-527-6860 Fax: 804-965-6254 www.richmondbmw.com

Richmond BMW 12100 Midlothian Tpke Midlothian, VA 23113 Phone: 804-897-2211 Fax: 804-897-2202 www.richmondbmw.com

Checkered Flag BMW 5225 Virginia Beach Blvd Virginia Beach, VA 23462 757-687-3494 Fax:757-687-3495 bmw.checkeredflag.com

BMW of Towson 700 Kenilworth Drive Towson, MD 21204 410.296.7908 Fax: 410.296.4852 www.bmwtowson.com

Valley BMW 2824 Franklin Road SW Roanoke, VA 24014 PH: 540-342-3733 Fax: 540-345-9060 www.valleybmw.com

BMW of Rockville 1396 Rockville Pike Rockville, MD 20852 301-984-8989 Fax: 301-984-1710 www.bmwrockville.com

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Veteran members reflect on WMABA's past, present and hopeful future.

COVER

STORY

ASSOCIATION LIFE THROUGH

THE DECADES: WMABA Veterans Share All Despite all its ups and downs, the collision repair industry can still be a profession of longevity and success.

This month, Hammer & Dolly touches base with some of WMABA’s longest-running members to discuss their history with the association, their careers in the field and what keeps them active and thriving in the trade.

With each participant having decades of experience with WMABA, this unique discussion offers newer members an interesting glimpse into the mindsets, practices and principals that help ensure a long and prosperous life in the auto body world.

Hammer & Dolly: When and why did you first join WMABA?

Robert Tsas: AkzoNobel joined back in 1984 to network and understand the issues and opportunities facing our industry here in the US. We also wanted to contribute to the association by sharing our knowledge and experience in the collision repair business. We saw this as a way to improve what we do, and how we do it.

Joyce Arndt: [My husband] Ray was a member before I knew him, but I would imagine his reasoning was that it is just a good thing to be a part of your association for your trade or business.

©thinkstockphoto.com/Christophe BOISSON

James Young, Jr.: Axalta Coating Systems [formerly DuPont Performance Coatings] has been a member since 1987. I have been attending meetings personally for at least that long.

Phil Rice: My involvement started with WMABA in the mid-1980s. My father [Reggie Rice of R&R Auto Body; Woodbridge, VA]

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was already a member. My father told me that if I wanted to stay in the industry, I needed to be a part of the association that represented the industry so I would know what was going on.

Joe Mattos: Our family and company actually helped start WMABA. It was all part of our interest in supporting the industry. Back in the ‘60s, the industry was growing along with the DC area. As a distributor, we knew and had contact with all of the shops in the area.

Nick Zavolas: I first joined this association back in 1985 because I felt that it was important to be a part of an association that represented our industry to the highest degree.

H&D: How would you say the association has changed over the years?

Robert: The association continues to evolve, always looking for ways to work with all stakeholders for the betterment of the industry. Through the years, Hammer & Dolly has remained a first-class publication, reaching readers even abroad.

Joyce: There used to be a lot more individual shop owner participation. Everyone felt freer to speak their peace and write Letters to the Editor for the magazine [about] things that weren’t right, things they thought should be changed and problems they were having with insurance companies, parts, etc. Over the years, insurance companies have tightened their grip on the body shops, as everyone knows. Now, basically everybody’s afraid to speak his or her piece.

James: It has been interesting to see the

evolution in membership, as well as staff, as the technical requirements in the industry have changed. The insurance companies’ involvement with DRPs has also been a major change.

Phil: The professionalism of the auto body association has changed. It [has] national representation now, and it’s a leading national association. Back in the early days, it was very limited to our Northern Virginia, Maryland and DC market.

Joe: In the early days, a lot of the discussions and information exchanges were more along the lines of technical production issues.

Then, it kind of morphed into discussions about the insurance relationships when DRPs started coming along. Now, there seems to be much more of a focus on helping the members and the insurance companies get along, and how to develop the relationship while still being an advocate for the car owner.

Nick: The association has grown throughout the years, making it easier to communicate with others in the industry through networking, social media and an array of events throughout the DC area.

H&D: Where do you see the industry going in the next few years, and what would you like to see the association do to help members understand and address these changes along the way?

Robert: We see consolidation of shops in a shrinking market, a lack of new technicians entering the workforce, evolving vehicle technology and pressure on margins. To help members, the association must continue to

educate and inform.

Joyce: Where I would start would be with [WMABA] talking to other associations and saying, ‘We need to unify.’ That’s the only way that anything is going to happen, and it has to be through legislation – whether we start statewide or just go to Congress.

James: With the implementation of 6H nationwide, I am seeing more involvement from the EPA and OSHA in shop inspections to ensure compliance. Continuing education is the key to help keep the shops and technicians aware of the ever-changing rules and requirements.

Phil: I see the industry shrinking in number of total shops, and technology increasing. I see the auto body association as a bridge for the shops that are willing to embrace and accept change and move forward with what’s required to fix cars.

Joe: I think there’s going to be more consolidation in the repair shops; I don’t think there’s any question there. I think there’s going to be as much or more influence by the insurance companies. What I’d like to see the association do – and what I think it needs to do to remain a value to its members and the industry in general – is continue to do what it’s doing, maybe even step up efforts with respect to driving repair standards and the equipment that back up those standards.

Nick: The industry has changed so rapidly over the years.

Through the SEMA Show, I have seen such advances in paint, welding and many aftermarket parts. With all this information, it is important to address these changes and keep each other updated.

H&D: You have had a long career in an often-difficult industry. What is the key to longevity in this business?

Robert: Continuous learning and sharing knowledge when appropriate. Love what you do and remain humble about your own wisdom. Stay passionate and always seek to improve yourself and others.

Joyce: Ray’s theory was that we fix someone’s car the way we’d fix our own. He always worked by that. If there was a little dent next to the one the insurance company wanted to pay for, he’d fix it. He gave the customers more for their money. When other places would have charged, he would just buff it out for free, or take people home. That was back when there wasn’t a Metro or anything like that. That’s how he built up his business.

James: Keep your sense of humor, attend any and all available training, leave work at work and learn from your mistakes.

Phil: I think that’s a complicated question with multiple answers. I love the business of collision repair; I love the

continued on page 40

Joyce Arndt has been a staple of the WMABA community since the late 1960s. For decades, Joyce and her husband Ray guided the success of Ray’s Auto Body in Vienna, VA, one of the most popular repair facilities in the region. Despite Ray’s passing in 2012 and her retirement, Joyce still occasionally works at the shop, which also currently employs their granddaughter, Linda.

It has been over 40 years since Pro Finishes Plus Chairman Joe Mattos first joined the company. He has performed every job, from delivery driver to CEO, as the family automotive paint distribution business grew and expanded from one store in Washington, DC to its current 15 locations in the mid-Atlantic region.

Along the way, he earned degrees in accounting and management information systems, both of which have helped him understand and manage his company through the challenges of this dynamic industry.

In addition to being a WMABA member since 1973, Joe is also the author of “The World’s Best Mission Statement.” Just ask him. He can be reached at Joe.mattos@ncs-coatings.com.

Phil Rice has been a member of WMABA since 1982. For the past six years, he has served as business development manager at Refinish Solutions in Fredericksburg, VA. An active I-CAR instructor for more than two decades, this father of five is also an active outdoorsman in his time away from work.

Robert Tsas (formerly ‘t Sas) started out in the industry by sweeping floors at a body shop when he was 15. A 1987 graduate of Eckart College, he immigrated from the Netherlands in 1988 and became a US citizen in 2005. With AkzoNobel since 1991, he has served the company in various sales, technical, marketing and leadership roles. Currently, he is responsible for strategic sales and distribution development and can be reached at (410) 739-7208 (cell) or at Robert.tsas@akzonobel.com.

James Young, Jr. started in the industry in 1975 as a helper and moved up through the paint and body shop, doing everything from sweeping the floors to management. In 2001, he decided to take his career in another direction and accepted a position with DuPont [now Axalta] as a field technician. Currently an account manager , he works with shop managers to help grow their businesses and increase profitability. He can be reached at james.m.young-jr@axaltacs.com.

Nick Zavalos of Bailey’s Crossroads Auto Body (Falls Church, VA) has been in business for 36 years. He always had a passion for cars; when an opportunity came along for him to buy a shop, he jumped at the chance to do so. Truly a family-owned/operated business, Bailey’s Crossroads Auto Body also employs Nick’s wife Deborah (head of accounting), daughter Athena (parts manager) and brother Manny (assistant manager).

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COVER

WMABA reps experience the industry in Australia and New Zealand.

STORY

©thinkstockphoto.com/Christophe BOISSON

WMABA HITS AUSTRALIA FOR SPECIAL INDUSTRY FORUM

36

On May 17, WMABA Executive Director Jordan Hendler and Immediate Past President Barry Dorn were among the US collision repair industry representatives to attend and present at the 2014 Australian Industry Forum at the Crowne Plaza – Coogee Beach in Sydney. In addition to being a part of a special Insurer/Association Panel, Hendler presented a seminar on how shops can use social media as a marketing tool, while Dorn participated on a Shop Panel with industry personnel from Australia and New Zealand. Other American attendees included CIC Administrator Jeff Hendler (who co-moderated the Forum with David Newton-Ross of event organizers Newton International Marketing and also presented three business management seminars in New Zealand May 20-22), SCRS Executive Director Aaron Schulenburg and Past SCRS Chairman Gary Wano, Jr. (GW & Son Auto Body, Oklahoma City, OK). In addition to being a part of the industry forum, the US representatives took part in special tours of shops in Australia and New Zealand.

Pleased by the positive response to her presentation in Australia, Jordan Hendler believes that social networking has become an important tool for any shop to use regardless of their location.

“Social media marketing is a way for repairers to solidify the relationship with their customer, and gain new interest by virtue of conversation and inexpensive advertising,” she says. “Once you know how much of an opportunity it really is, and how inexpensive it is for repairers to corner their markets, it doesn’t take long before they want to jump in.”

Dorn believes that taking time to travel to the event gives him a greater perspective on his work on behalf of the industry at home.

“Having a global knowledge of what is going on within the repair industry helps you better understand what can happen in your area,” he says. “Everyone is trying something different to see what works and what doesn’t. In most cases, you cannot fully understand what did or didn’t work unless you have personally spoken to those involved to find out what really happened.”

This spirit of collaboration with overseas colleagues is echoed by SCRS, who work to maintain strong alliances with industry groups in other global markets.

Pleased by the positive response to her presentation in Australia, WMABA's Jordan Hendler believes that social networking has become an important tool for any shop to use regardless of their location.

“We have close working relationships with organizations in Canada, Australia, New Zealand and the United Kingdom,” explains Schulenburg. “It really fosters a better understanding of the trends internationally, and how the issues we face here in the states relate to the global trends.”

Jeff Hendler, who has regularly attended industry events in Australia and New Zealand since the mid-1980s, saw parallels between the repair pros who attended his recent workshops and the industry members who frequent CIC in the United States.

“The people who attend the workshops are very similar to the people who attend events in the US,” he says. “They are willing to share and are there seeking information. It’s quite invigorating to be involved in all of that.”

Already a well-traveled member of the industry, Wano was especially pleased to be a part of these most recent Australian and New Zealand events.

“I have developed a friendship/brotherhood with numerous ‘panel beaters’ and industry stakeholders in both countries, and I always look forward to trips ‘Down Under,’” he says.

Not surprisingly, Newton-Ross was equally impressed with his American guests.

“They represented themselves and their industry so well - total professionals [who] did a great job on the Forum panels and with their contribution generally,” he shares. “They really mixed well with everyone, and we would welcome them back at any time.” H&D

Clockwise from top: SCRS' Gary Wano, Jr. and WMABA's Jordan Hendler during the May 16 Industry Forum in Sydney, Australia; American and Australian industry reps tour Miranda Auto Body in Sydney (photo by Aaron Schulenburg/SCRS); WMABA and SCRS representatives enjoying time with peers from overseas; WMABA Immediate Past President Barry Dorn in Sydney; WMABA Executive Director Jordan Hendler with David Newton-Ross of Newton International Marketing. (All photos by The National Collision Repairer, Australia unless otherwise noted.)

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COVER STORY continued from page 33

advancements in technology. We are in a very unique position in that our adversary – the insurance companies – tell us upfront what their strategy is, and then we can go back and plan our strategy based on theirs. We may not like the guidelines, but they tell us upfront and we’re able to develop a business plan and a

strategy based upon that.

Joe: As a company, we always had a basic philosophy that drove our character. Our purpose was to promote the profitability of our collision repair customers. If you have a purpose, then everything else that you do

should be able to be related to that purpose. If you keep in mind that we’re here to figure out how to help customers be more profitable, it drives everything else we do because then we can look at and try to anticipate the changes in the industry that are coming, and then figure out how we fit into that to help our customers deal with it.

Nick: I have found that a key ingredient to this business is passion. Every day, I have the chance to interact with new customers and make their vehicles look like they were never in an accident, and their happiness is why I have been in business for so long.

H&D: What is the best advice you’d offer someone entering your business today?

Robert: Embrace change and seek opportunities in that change.

Joyce: As an owner? Find something else to do! The only way you might be able to make decent money would be to do everything yourself, not have several people on payroll and just have a little two- or-three car building. You might make a decent living. But when you have to send all your people to I-CAR at $90 or $100 a crack in order to be Gold and pay all the taxes that go along with hiring people and the overhead that goes with a building, [doing it all yourself ] would be the only way.

James: Try to expose yourself to all aspects of the business, from the office to the shop floor.

We need to understand the questions before we can attempt to give an answer. Underpromise and overproduce.

Phil: Embrace your career – and now your numbers! You have everything to gain and nothing to lose.

Joe: If you’re going to get into this industry, have a good sense of why you’re doing it and know what your purpose is for getting into it.

That will help drive the decisions you make. In addition to that, I think you have to have the right attitude. Things are going to change, so you need to be open to changing and be faster than everybody else if you want to be more successful than everybody else.

Nick: This industry comes with many challenges and obstacles, but you must remember to be ethical, business savvy and financially intelligent.

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H&D: What is the best thing about being a member of WMABA?

Robert: As members of WMABA, we get to learn and share opportunities. This is occasionally done in a social setting, which also allows for friendships to develop. WMABA helps me stay connected to what I care about.

Joyce: In the beginning, it was an open forum and you could speak your peace, and people wrote in to discuss their problems and issues.

The head of the association kept working toward some legislation. They did get a few things passed within Maryland and Virginia, but I think it’s to a point where something needs to be done nationally in the Senate and the House, because I think it’s too big for state legislation to do anything. We, as one little association, are too small to be able to lobby big bucks to fight anything an insurance company wants to do.

The insurance industry is way bigger than we are; that’s why we need to join with others.

James: Meeting other people in the industry and being able to bounce ideas off of them about processes, procedures and products.

Knowing that there is a dedicated group of people with the sole purpose of advancing the industry for all shops, not just a select few.

Phil: My association with good people and good businesses who have all became good friends.

WMABA has also provided an incredible networking opportunity between industry affiliates and personnel.

Joe: It boils down to the people. We’ve met a lot of great people in this industry through going to the association meetings and being involved in projects and seminars and supporting some of the legislative efforts. Getting to know people in all facets of the industry – and how the association has brought us together – is probably the biggest benefit.

Nick: WMABA gives me a chance to associate with other people in the field and opens many networking opportunities. H&D

Executive Director’s Thoughts Knowing where you came from is the best way to know where you’re going. Checking in with those who formed the association, and why they did what they did, helps us to craft our optimal goals for the future. It’s such a pleasure to work with such progressive and dedicated people!

- Jordan Hendler

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FEATURE

Guest perspectives on a top industry issue.

BY STEVEN J. FELTOVICH

MANAGER OF BUSINESS CONSULTING SERVICES, SHERWIN-WILLIAMS AUTOMOTIVE FINISHES

THE ESTIMATE DEBACLE: Fail-Proof Your Estimating Process & Write to Perfection

Šthinkstockphoto.com/moodboard

What is your standard operating procedure for estimating collision damage?

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If a customer comes in for an estimate, what is your procedure?

Are your estimators tied to a desktop computer system in an office?

July 2014

Our experience working with shops proves that if you don’t have the vehicle right in front of you, your estimating accuracy is impacted greatly.

It’s highly recommended that estimators stand next to a vehicle and generate an accurate damage assessment and order parts via mobile technology. The process must be structured with the end-result in mind, and the goal should be to achieve 100 percent accuracy. We urge you to consider how you can reduce waste by decreasing the time spent going from the vehicle to the office and entering handwritten notes into your estimating system.

The long-awaited transformation of our industry’s obsolete estimating techniques is well underway in many of the progressive collision repair shops in the US and Canada. The rapid movement toward a more efficient process for damage assessment and repair planning is being accelerated by customers’ demands and the manufacturing complexity of today’s vehicles.

If the damaged area of the vehicle is not completely disassembled during the damage assessment phase, then the rate of accuracy greatly diminishes. This is exactly where production delays and errors begin. We produce an estimate that in the best-case scenario represents 50-60 percent accuracy. (It is, in fact, only an “estimate.”) By sticking to these conventional methods of visible damage estimating, we directly affect our cycle time in a negative way.

Many shops will argue that their process is to disassemble the vehicle before completing their estimate. However, in most cases, when we observe the actual procedures, many give it a half-hearted attempt by only removing a few of the damaged pieces before finishing the estimate. There is still an industry-wide aversion to setting up the process for 100-percent damage analysis accuracy. But the shops that are laser-focused in this area are achieving lower cycle times, higher customer satisfaction rates and less stressful work environments. With these proven advantages, is there any reason to delay implementing a more effective method for precise damage analysis? As a business consultant, I always hear 101 excuses, but I have never been given one good reason why it could not be done right!

A Novel Concept: It Must Be Right Every Time & On Time.

Here is a simple rule to follow for damage analysis accuracy: “It must be right every time and on time.” There cannot be any exceptions; you are not being paid to guess or write multiple supplements on each job. The digital age consumer is informed, educated and impatient; they want collision repairers to have reliable processes that minimize their vehicle’s downtime. Imagine that! That’s just what your insurance partners are demanding. Speed is of the essence more and more these days − and it’s an incredibly powerful sales tool. When we focus on improving the processes, the results come automatically. The right process will deliver the right results in every area of the business.

I would argue this fact with any repairer: If you are obsessed with optimizing your damage analysis procedures, you will absolutely reduce your cycle times, have happier insurance relationships and gain more control of your company’s destiny.

Let’s get started with some ideas for building the bulletproof damage analysis process:

1) It all begins with a cleaned vehicle in order to see all of the damage as well as any upsell opportunities.

2) The vehicle is then placed into a very well-tooled damage analysis bay.

3) Meticulous disassembling of the damaged vehicle; all blend panels are de-trimmed at this time.

4) The accurate damage assessment includes 100 percent of the parts, labor, paint and material needed to restore the vehicle.

5) Original Equipment Manufacturer (OEM) repair requirements are obtained and integrated into the repair plan/blueprint. This must be done to ensure the vehicle’s “crashworthiness” is restored to OEM specifications. The pulse and timing for airbag deployment is dependent on the OEM specifications being adhered to.

6) Any factory recall bulletins posted on the vehicle are noted in the repair plan.

7) The final repair plan/damage assessment is audited using a formal audit checklist. This checklist should include the commonly overlooked items, which are frequently missed during damage assessment activities.

He’s Making a List, checking it twice...

The checklist above prompts awareness in the following key areas: Primary Damage Secondary Damage Mechanical Damage Inertia Damage

Refinish Operations Sublet Items Additional Materials Upsell Opportunities

The checklist also ensures that you are compensated for the work being performed − not a bad idea to get paid for work that was done! It does work if you work at it. Track it, document it and then get paid for it!

You cannot deliver a finished vehicle without making all the repairs and procuring all the parts necessary to complete the job. The question is: Do you have the right processes in place to produce the finished vehicle in the least amount of time, every time - or is it an atmosphere of fire drills and managed chaos on every job, every day, every week? It is your responsibility as a professional to develop your processes for optimum output capabilities. If you need help, there are many industry consultants who align themselves with this thinking, and they can assist you in implementing an efficient process for damage analysis and repair planning.

Lasting impressions are made with customers and insurers when processes deliver consistent results in a professional and predictable way. H&D

Steven J. Feltovich has 35 years of automotive industry experience and is a consultant to top industry executives at collision centers in North and Central America, as well as the United Kingdom. He has developed the Estimating Solutions for Profit and EcoLean Suite of Training curriculum, which has been improving Collision Repair Environments since 2001. He can be reached at (412) 916-9235 or at steven.j.feltovich@sherwin.com.

July 2014

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July 2014

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July 2014

47

A view from the supplier side of the industry.

VENDOR

CORNER YOU Are a Recycler!

“Recycle.” “Go Green.” “Don’t Waste.”

You see these slogans everywhere. Well, that’s what we are, automotive recyclers. You say, “I’m just a repairer, I just fix vehicles.”

Yes, you are a repairer, but you are also making a positive impact on our environment by taking a damaged vehicle and making it new again, instead of just throwing it away. You are recycling.

For years, my industry has been called a number of different things: “Junkyard,” “scrap yard,” “parts place”…these terms are old and antiquated, much like calling a modern

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automotive repair facility a “garage.” When people ask what I do, I kindly reply, “I own a modern automotive recycling facility.” Then usually they look at me like I have two heads, and then I say “a junkyard,” which makes me cringe. A modern collision center is no different; you do not want to be called a “garage.”

We are all more than those terms. Our businesses produce millions of dollars in revenue, supply jobs to skilled craftsmen and provide a HUGE support to the ecosystem, but we are still not as respected as many “mainstream” businesses. Without collision centers, we would have non-running and unsafe cars everywhere. Insurance rates would be astronomical, and the environmental impacts immeasurable.

Now that I am off my soapbox, back to the recycling part. Look around your facility and think about the waste you have to

BY SCOTTIE DAVIS

dispose of off a vehicle you are repairing. Ask yourself things like: Do I have someone to pick up the waste fluids we had to drain?

Do I have someone to pick up that bad battery?

Are we just throwing away the scrap metal in the trash bin?

You have to evaluate the value of what you have. There are many items that companies will pay you to pick up. Is waste oil a problem, for example? If so, have you checked into a waste oil furnace? I use one here and as a result, I don’t have to purchase propane to heat my shop. With that said, there are certain items that we haven’t yet figured out a good way to recycle, like bumper covers. For years, people have tried to come up with ways to recycle these. I haven’t seen a good one yet. I have received numerous calls to save them because someone has found the greatest way yet, only to end up with a useless pile that I have to simply “throw out” (which I obviously hate doing).

My point is, if you are repairing a car, you are already an important recycler. Be proud of that fact and advertise it. Work together with your peers, share information about disposal issues and ask your vendors.

If your vendor does not have an answer, they may be able to find out; if not, you’ve lost nothing by asking. It’s simple: We all just have to communicate.

I appreciate the readers of Hammer & Dolly giving me this opportunity to share my ideas in this column. I encourage you to contact me at scottie@allforeign.net with questions, comments or topics you’d like to see covered in a future issue. Working together and communicating will only make all of our businesses stronger and more efficient. H&D

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FIND MORE ASSOCIATION UPDATES @

www.wmaba.com

WHAT’S UP TO?

HEATING UP THE LABOR RATE SURVEY

WMABA is proud to announce to the mid-Atlantic repair community that the association will be initiating the third annual Labor Rate Survey of its membership region. Repairers in the area, including segmented regions covering all of Virginia, Maryland and Washington DC, will have an opportunity to respond to the online survey, which will be available on the WMABA website from July through August.

While more in-depth coverage will come with the next issue of Hammer & Dolly, the association wants to gear the membership and local repair professionals up for the upcoming response window.

“This is the third installment of the Labor Rate Survey, and this one will offer a twist,” notes Jordan Hendler, executive director for WMABA. “We are considering adding the areas of reimbursement for particular operations and questions about parts procurement [to the Survey], as well as ratings for insurers based on repairers’ personal experiences. This information will not only help our local industry members, but could also be used as a tool for consumers when selecting an insurance company. Consumers are hungry for information; this could be another option to give them a professional opinion of sorts.”

The Labor Rate survey is used as both a membership reference and a tool for WMABA when discussing industry statistics with government-related entities. The resulting feedback provides an interesting look at trends over time, which is something the association has been looking forward to since its inception. Coverage of the survey results in Hammer & Dolly has shown transitions between first- to second-year trends, and the third installment of repairer input will give the readership another opportunity to see how their area performs. WMABA hopes to also give trend information relative to other areas, so that repairers can see how their numbers stack up against other parts of the country.

Hammer & Dolly will provide more information on this year’s survey in an upcoming issue. In the meantime, make sure to keep visiting www.wmaba.com and check your email inbox for updates. H&D

Want to make sure you’re on the list?

Send your name, company and email address to info@wmaba.com 50

July 2014

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

OFFICERS

PRESIDENT: Don Beaver Dbeaver@antwerpenauto.com 443-539-4200 ext. 17061

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

SECRETARY: John Krauss jkrauss@craftsmanautobody.com 703-534-1818

TREASURER: Mark Schaech Jr. mark@marksbodyshop.com 410-358-5155

BOARD OF DIRECTORS

Rodney Bolton rbolton@aacps.org 410-969-3100 ext. 250

Mark Boudreau crashdaddy@aol.com 703-671-2402

Position Your Business as a Leader!

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

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

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

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

Kevin Burt kevinburt@walkermillcollision.com 301-336-1140

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

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

Bobby Wright bobby@burkevillebodyshop.com 434-767-4128

“

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

July 2014

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EXECUTIVE DIRECTOR’S

MESSAGE GOING OUT ON A WALKABOUT

I recently traveled to Australia for a repairer conference (see page 36) and found out just how small our world really is. We should all have a feeling of connectivity with repairers abroad, as we share more than we all realize.

I’m honored that I was asked to present information about social media relativity for repairers and also speak on behalf of WMABA regarding insurer relations, parts issues and how both affect shops in America. The experience gave me a rare look into how another country operates in a lot of the same ways as ours.

There were a couple of standouts that are worth the mention.

In the days leading up to the conference, we visited Miranda Auto Body, which is a Mercedes-certified facility branded with the factory look of a dealership. (In Australia, repairers are direct dealerships of Mercedes, and follow the same guidelines as they would if they sold the vehicles.) The shop’s decision to brand as a repairer with Mercedes was something they felt would keep them at the forefront of their industry, and allow them to perform all the factoryrequired operations necessary to repair the vehicle to pre-accident condition. The facility is also dedicated to giving their customer a first-class experience.

One person of note is Tony Farrugia of Tony Farrugia Bodyworks, a Mercedes-certified facility (with certifications from other manufacturers as well). I didn’t see his facility, but the passion of doing a proper repair for his customer was apparent and I can tell from the photos and the feedback from those lucky to

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Jordan Hendler

(804) 789-9649 jordanhendler@wmaba.com

We should all have a feeling of connectivity with repairers abroad, as we share more than we all realize.

“

”

visit that it was an altering experience. Tony is clearly dedicated to the betterment of the profession, and the support of educational opportunities is at the top of the list.

During the conference, discussions centered around insurer relationship issues, such as the introduction of LKQ Corp. to the market by an insurer. They talked about how one insurer recently sold all of their owned body shops, while another insurer is purchasing them. Questions were raised about repair quality of those facilities as well as other Direct Repair shops. Needless to say, I felt right at home.

I wish I had the entire issue to talk about the great people we met there, and having the opportunity to learn about and learn from them. What strikes me is that these folks aren’t unlike many of you repairers here at home, who’ve decided that the way to get ahead in the industry is to differentiate from the competition, support your association and commit to education and constant improvement.

It doesn’t take a 24-hour grueling plane trek to find out that we are all one community.

We all have the same problems. H&D

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ADVERTISERS’ INDEX Alexandria Toyota ................................26 All Foreign Used Auto..........................48 American Honda Motor Co. ................8

Audi Group ..........................................49 Axalta Coating Systems ......................4

BMW Group ........................................28-29 BMW of Bel Air ....................................IBC BMW of Fairfax....................................3

BMW of Rockville ................................IBC BMW of Towson ..................................IBC CAPA ..................................................11

Car-Part.com ......................................35 CCC One ............................................9

Chesapeake Automotive Equipment ..41

Empire Auto Parts................................39 Ford Group ..........................................19 Future Cure ........................................40

GM Parts Group ..................................17 Macro Body Shop Help Wanted ..........53 Honda Group ......................................43 Hyundai Group ....................................21

Koons Ford ..........................................35 Mazda Group ......................................23 MINI Group ..........................................31

MINI of Baltimore County ....................IBC Mitsubishi Group..................................47 Mopar Group ........................................13

Nissan Group ......................................39

NORTHEAST 2015 ............................54 O’Donnell Honda ................................53 Packer Norris Parts ............................30

Porsche Group ....................................42

PPG ....................................................IFC P&L Consultants ..................................27 Russel Toyota ......................................34

Safety Regulations ..............................41 Sherwin-Williams ................................7

Subaru Group ......................................38 Tire World ............................................34

Toyota Group ......................................46

Valspar Automotive..............................OBC VW Group............................................22

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July 2014

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