New England Automotive Report July 2016

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July 2016 U.S.A. $5.95

Serving the New England Collision and Mechanical Repair Industry MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

ADALB Regulatory Debate INTENSIFIES AASP/MA Member Honored in Boston www.grecopublishing.com

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July 2016 • Volume 14, No. 7

CONTENTS

DEPARTMENTS PRESIDENT’S MESSAGE by Molly Brodeur 8 | Putting AASP/MA to Work

LOCAL NEWS 22 | ADALB Regulatory Debate Intensifies by Joel Gausten 24 | Mike’s Auto Body Honored for Environmental Work

26 | MA Collision Student Becomes National Competitor

VENDOR SPOTLIGHT by Alicia Figurelli 30 | The Importance of Relationships: Inside Imperial Cars

LEGAL PERSPECTIVE by James A. Castleman, Esq. 38 | Conspicuous Postings

MEMBER SHOP SPOTLIGHT by Alicia Figurelli 43 | Full Service and Full Attention at Full Tilt Auto Body

ALSO THIS ISSUE 7 | TRAINING OPPORTUNITIES: I-CAR CALENDAR OF EVENTS 7 | IN MEMORIAM: GREG COCCARO, SR. 10 | A MESSAGE FROM THE EXECUTIVE DIRECTOR 14 | AASP/MA PLANNED YEAR 15 | 2016 AASP/MA ANNUAL GOLF OUTING ANNOUNCEMENT 18 | HIGH SCHOOL & COLLEGE COLLISION CAREER FAIR FLYER 19 | AASP/MA SPONSORS 49 | AASP/MA MEMBERSHIP APPLICATION 54 | INDEX OF ADVERTISERS

COVER STORY 34 | FOR SAFETY’S SAKE: IS YOUR SHOP OSHA-READY? New England Automotive Report

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N

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AUT M TIVE STAFF PUBLISHER

EDITORIAL DIRECTOR

Thomas Greco (thomas@grecopublishing.com)

Joel Gausten (joel@grecopublishing.com)

SALES DIRECTOR

CREATIVE DIRECTOR

Alicia Figurelli (alicia@grecopublishing.com)

Lea Velocci (lea@grecopublishing.com)

PRODUCTION Donna Greco (donna@grecopublishing.com)

PUBLISHED BY: Thomas Greco Publishing, Inc. 244 Chestnut Street, Suite 202, Nutley, NJ 07110 Corporate: (973) 667-6922 / FAX: (973) 235-1963

www.grecopublishing.com New England Automotive Report is published monthly by TGP, Inc., 244 Chestnut Street, Suite 202 Nutley, NJ 07110. Distributed free to qualified recipients; $48 to all others. Additional copies of New England Automotive Report are available at $5 per copy. Reproduction of any portions of this publication is specifically prohibited without written permission of the publisher. The opinions and ideas appearing in this magazine are not necessarily representations of TGP Inc. or of AASP/MA. Copyright © 2016 by Thomas Greco Publishing, Inc. Images courtesy of www.istockphoto.com

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

AASP/MA EXECUTIVE COMMITTEE PRESIDENT Molly Brodeur

In Memoriam: Greg Coccaro, Sr. On May 31, the national collision repair industry lost one of its most inspiring figures with the passing of Greg Coccaro, Sr. at the age of 66. Coccaro, owner of North State Custom in Bedford Hills, NY, gained national attention for his high-profile legal battle against Progressive.

“The automotive industry has lost a great friend, mentor and [ally],” announced North State Custom on the shop’s Facebook page. “Gregory Coccaro, Sr. was a beloved father, grandfather, husband and friend who did what he could to help others. His courage, inspiration and dedication has forever changed the collision industry. You will be dearly missed. RIP Gregory Coccaro. You will forever be in our hearts!”

New England Automotive Report Editorial Director Joel Gausten remembers Coccaro as a dedicated member of the industry always willing to stand up for what he believed in.

“Greg’s battle cry of ‘Enough Is Enough!’ gave strength to body shop professionals nationwide who needed the encouragement to do what is right without fear and fight back against the forces that stood between them and their customers,” he says. “The man never stopped fighting, and it was an honor to have spent so many hours on the phone with him. Greg bettered the lives of shops around the country, and his contributions and sacrifices will never be forgotten.”

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

VICE PRESIDENT Adam Ioakim SECRETARY Gary Cloutier TREASURER Kevin Gallerani IMMEDIATE PAST PRESIDENT Paul Hendricks

AASP/MA STATEWIDE DIRECTORS

in Massachusetts July 7, 2016

Adhesive Bonding

COLLISION DIRECTOR Rick Starbard

AASP/MA DIRECTORS Alex Falzone Kevin Kyes

July 12, 2016

Plastic & Composite Repair

July 14, 2016

Michael Penacho

Advanced Steering & Suspension Systems Damage Analysis

Darlene Andrade Tom Ricci Ray Belsito, Jr.

July 20, 2016

Peter Langone

Color Theory, Mixing Toners & Tinting AASP/MA EXECUTIVE DIRECTOR Jillian M. Zywien 12 Post Office Square, 6th Floor • Boston, MA 02109 Phone: (617) 574-0741 Fax: (617) 695-0173 Email: jzywien@aaspma.org

WWW.AASPMA.ORG

July 26, 2016

Full-Frame Partial Replacement All classes held at Fuller Auto Body (Auburn, MA) For more information, visit i-car.com

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PRESIDENT’S MESSAGE

Putting AASP/MA to Work MOLLY BRODEUR

Throughout my years as a member of AASP/MA, the absolute best benefit I’ve received has been the level of information made available to me by simply attending an area meeting or event. There hasn’t been an association gathering I’ve experienced where I didn’t walk away with at least one thing that strengthened my business.

At our most recent Statewide Meeting (which you can read about on page 34), I joined the full house of repairers and other industry personnel in learning more about common OSHA violations and dangers that can impact even the most responsible shops. I know I wasn’t alone in thinking about new ways I could better ensure the health and safety of my team as they work on my customers’ cars every day. The first day following any AASP/MA meeting is an opportunity to immediately put the knowledge I’ve gained into practice. Every time I implement a new idea or philosophy discussed at a meeting, I’m amazed and encouraged by the positive results. From insight into environmental compliance to suggestions on how to keep better track of your numbers, AASP/MA member meetings offer you an array of tools to improve the quality of your day-to-day work. If you are not yet a member, I strongly encourage you to read about some of our recent events and activities in this issue and consider getting involved. I can vouch for the fact that membership

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can truly have an incredible effect on your productivity, bottom line and general happiness as a shop owner. Joining AASP/MA was the best professional decision I’ve ever made, and I look forward to seeing you at an event once you make yours.

As with many recent editions of New England Automotive Report, this month’s issue features an update on what’s happening with the ADALB. It is clear that the Board is truly focusing on and discussing issues that are critical to auto body shops in the Commonwealth. We are encouraged by their increased level of activity, and we look forward to engaging with them even more moving forward.

These are exciting times for AASP/MA and the community of professionals we serve. If you are a member, please continue to support our efforts by attending our meetings and fundraising gatherings. (And bring a friend, too!) If you are new to what we are about, please reach out to the AASP/MA offices at (617) 574-0741 to learn more about how you can join us and be a part of the brightest possible future for our industry.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

AASP/MA PRESIDENT MOLLY BRODEUR is the Chief Operating Officer of Al Brodeur's Auto Body in Marlborough, MA. She can be reached at (508) 485-1082 or molly@albrodeur.com.

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A MESSAGE FROM THE EXECUTIVE DIRECTOR

JILLIAN ZYWIEN

ACTION WITH THE ADALB

Dear Members, On May 4, the Auto Damage Appraiser Licensing Board (ADALB) hosted their first listening session since the opening of 212 CMR. AASP/MA was one of three parties who testified orally before the Board at the session, sharing concerns on behalf of the industry. As you can imagine, this meeting was lengthy and lasted nearly four hours. All ADALB meetings are recorded by AASP/MA and posted to the Members Only section of our website (aaspma.org).

Following the call to order at 9:30am, the Board approved the minutes of the January 26, February 23, April 26 and May 4 meetings. (Board staff had been working through those meeting notes and had yet to approve or post the minutes.) Next, Board member Rick Starbard discussed the Part II examination, which was originally scheduled for June 27 but moved to August 5 due to scheduling conflicts with Assabet Valley Regional Technical High School (Marlborough). Since there are about 60 people waiting to take the test, the Board discussed hosting another test at the Holiday Inn in Taunton before August 5. Starbard was working to schedule the test sometime in the next two months, while they will still proceed with the August 5 date to accommodate demand.

AdjusterPro sent the Board a request to review and approve their estimating/evaluation training program for motor vehicle damage appraisers. Starbard made a motion that he, fellow Board member Joe Coyne and Peter Smith of Commerce review the program and report back to the Board at their next meeting on whether or not it meets current standards. The individuals who are reviewing the program participate in all Part II examinations.

ADALB counsel Mike Powers presented the Board’s complaint procedure (as outlined on the agenda provided by the Division on the ADALB’s website). Attorney Owen Gallagher of Gallagher and Associates submitted comments to counsel’s drafted complaint procedure, recommending that the Board send the complainant a copy

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of the complaint made against him or her and allow that individual to respond to the accusations. This practice was supported by the Massachusetts Insurance Federation, who was represented by attorney Peter Robinson.

After a lengthy discussion, the Board voted to incorporate Gallagher’s recommended changes into the document provided by Powers. The item will be placed for a vote on the next meeting’s agenda. It was clear the Board was agitated that they couldn’t move this process forward quicker.

In terms of the regulation review, AASP/MA members should be pleased. We were able to include most of our recommended changes into the ADALB’s final document. AASP/MA continues to work with the Board, as well as the Division of Insurance, throughout this regulatory process. We will continue to keep our members informed through New England Automotive Report, the Damage Report newsletter, social media outlets, Members Only online content and special reports.

As always, I encourage members to watch the video of the Board’s latest meeting, as these discussions continue to shape the industry’s future. If you are not a member of this association, you are missing out on valuable information. AASP/MA provides exclusive access and content that affects the future of your business. We need all repairers in the Commonwealth to be a part of building the success of the auto repair industry and making real change within it. Please contact the office today to hear more about what we are doing for you.

Sincerely,

Jillian Zywien, Executive Director MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

AASP/MA EXECUTIVE DIRECTOR JILLIAN ZYWIEN has been a senior account executive at Lynch Associates for over seven years. She can be reached at (617) 574-0741 or via email at jzywien@aaspma.org.

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MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

JANUARY

PLANNED YEAR MARCH

January 6 Board of Directors Meeting Statewide Meeting

March 22 Board of Directors Meeting Statewide Meeting

JULY July 20 AASP/MA Golf Outing Blackstone National Golf Course

MAY

May 24 Board of Directors Meeting Statewide Meeting

SEPTEMBER July 26

September 23

Board of Directors Meeting

AASP/MA Clambake

OCTOBER

September 27 Board of Directors Meeting Statewide Meeting

NOVEMBER

October 5

November 12

November 15

High School & College Collision Career Fair

AASP/MA Casino Night & Annual Meeting

Board of Directors Meeting

For more information, visit aaspma.org or contact Executive Director Jillian Zywien at jzywien@aaspma.org or (617) 574-0741.

Check New England Automotive Report for updated event information throughout the year.

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2016 AASP/MA ANNUAL GOLF OUTING PRESENTS:

Wednesday, July 20, 2016 Blackstone National Golf Club 227 Putnam Hill Rd., Sutton, MA 01590

11am: Registration • 11:30am: Lunch provided to golfers • 12pm: Shotgun Start

5pm: Dinner (Non-golfers, employees and significant others are encouraged to attend!)

*Golfers are asked to arrive by 11:30am to ensure the tournament begins on time. *Collared shirts only. No regular or colored jeans.

No cutoff or short shorts. No metal spikes.

THANKS TO OUR

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GOLF PRICES*: Single: $150 Foursome: $600 Dinner Only: $60

(Pricing includes golf, cart and greens fees, lunch and dinner!)

SPONSORSHIP OPPORTUNITIES:

Hole Sponsor: $200 Closest to the Pin: $350 (SOLD OUT) Longest Drive: $500 (SOLD OUT) Hole in One: $1,500 (SOLD OUT)

THANKS TO OUR

SPONSORS!

ADDITIONAL SPONSORSHIPS:

Lunch Sponsor: $500 (SOLD OUT) Dinner Sponsor: $500 (2 Available) Prize Sponsor: $1,000 (SOLD OUT) Raffle Sponsor: $1,500 (1 Available)

CONTACT COLLEEN KANE AT (617) 574-0741 or via email at ckane@aaspma.org for more information.

TO REGISTER, VISIT WWW.AASPMA.ORG CALL (617) 574-0741 • EMAIL CKANE@AASPMA.ORG

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High School & College Collision Career Fair Wednesday, October 5th Assabet Valley Technical High School (Marlboro, MA) 8am - 2pm

The Collision Repair Education Foundation and the Alliance of Automotive Service Providers - Massachusetts Chapter (AASPMA) will be hosting a collision career fair on Wednesday, October 5th that will be attended by hundreds of Massachusetts area high school & college collision students. Contact us if your business is interested in participating in this event and meeting the attending collision students.

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AASP/MA ASKS YOU TO PLEASE SUPPORT OUR SPONSORS!

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[LOCAL] NEWS

by Joel Gausten

ADALB Regulatory Debate

INtENSIFIES ADALB members suggested changes to state regulations, the public had its say and now it’s time for the Board to make sense of it all.

At the longest ADALB meeting in years, the Board’s May 25 installment saw members spend hours dissecting and debating proposed amendments to 212 CMR 2.00 et seq. After holding a Special Public Meeting on May 4 (which welcomed interested members of the public to provide input regarding possible changes the Board should consider during the regulation review), the Board regrouped on May 25 to consider these public suggestions before taking an official vote. (Readers are strongly encouraged to watch the entire two-part video of the May 25 meeting in the Members Only section of aaspma.org for the Board’s current positon on all the proposed changes.)

While the discussion is far from over, this meeting offered insight into individual Board members’ thinking in terms of embracing or rejecting the proposals on the table.

A highlight of ADALB member Rick Starbard’s suggested regulatory changes is to remove “less any applicable deductible” (in bold below for emphasis) in 212 CMR 2.04 1(a): (a) Assignment of an Appraiser. Upon receipt by an insurer or its agent of an oral or written claim for damage resulting from a motor vehicle accident, theft, or other incident for which an insurer may be liable, the insurer shall assign either a staff or an independent appraiser to appraise the damage. Assignment of an appraiser shall be made within two business days of the receipt of such claim. However, the insurer may exclude any claim for which the amount of loss, less any applicable deductible, is less than $1,500. “[This regulation means that] an appraiser does not have to be dispatched; a shop can write it as long as it’s less than $1,500,” Starbard explained. “But now if you factor in if somebody’s got a $1,000 deductible, that $1,500 jumps up to $2,500. I would just like to remove the deductible amount and focus on the amount of the damage itself.”

While there was no debate over the removal of the deductible element of the regulation, considerable debate ensued regarding the current $1,500 threshold for exclusion.

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Board member and insurance industry representative Lyle Pare (Plymouth Rock Assurance Corporation) suggested raising the threshold amount to $2,500.

“This has been in effect too long at this low amount,” he said.

Starbard reasoned that a $2,500 threshold would be counterproductive in terms of consumer protection. “[At] $2,500, you’re getting up close to the average repair, so now you’re saying that the average repair can be written by basically photographs – which is something that we moved away from about a year or so ago – or by shops that operate as these quasi-drive-ins,” he said.

Fellow ADALB collision industry representative Bill Johnson warned that increasing the amount to such a high number could defeat the ADALB’s recent efforts to limit the use of video or digital photography during the appraisal process (“ADALB Rescinds Controversial Advisory Ruling, NEAR September 2015).

“Everybody talks about protecting the consumer,” he said. “When you start raising the threshold on these dollars, and just have the consumer take out their flip phone…and take a photo that’s not very good and send it in and get paid from that, how is that protecting the consumer?”

“If photos are that accurate, I don’t know how $500 original [appraisals] are turning into $5,000 repairs,” added Starbard.

Despite these protests, Board member Joseph Coyne, Jr. (Home & Auto Appraisal Bureau) agreed with Pare’s suggestion.

“The cost of a headlamp today could be $3,000,” he argued. “I think $2,500 is a reasonable amount. I think [with] anything over $2,500, it’s pretty hard to safely send the consumer a report by just writing that appraisal through a photograph. We have to take [the consumer] into consideration here. Do we want them riding around with a vehicle that’s unsafe because we’ve raised it above that $2,500?

“I don’t agree that the consumer should be taking photos anyway, but this is the process that has now been accepted in the industry,” he added. “I think a personal inspection should always take place, but it’s not going to happen that way. I think that $2,500 is a reasonable amount

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Left to right: ADALB members Bill Johnson, Joseph Coyne, Jr., Gilbert Cox (chairman), Rick Starbard and Lyle Pare

due to the increase in the cost of parts on automobiles today. I think if we go higher than that, it’s not a good thing. It’s not protecting the consumer.”

Johnson pressed the issue, asking Coyne to further explain his position.

“You say you don’t want consumers taking photos and you don’t think it’s right, but then you say you want to increase [the amount] to $2,500,” he said.

“My reasoning behind that is the simple cost,” Coyne explained, adding his own recent experience of having to replace an ice-damaged plastic grille on his Ford pickup for $1,700, even though it was a part that didn’t have any significance to the safe operation of the vehicle.

As previously reported in New England Automotive Report (“AASP/MA, Insurer Reps Call for Revised ADALB Regulations,” June 2016), the Massachusetts Insurance Federation recently proposed that the ADALB raise the threshold to $5,000. While no member of the Board suggested moving forward with that amount during the May 25 meeting, Johnson eventually motioned to raise the amount to $2,500 “for the sake of compromise” in light of the extensive back and forth between the Board on the issue. The motion passed 3-1, with Starbard voting in the negative.

From this point, the Board will officially vote on this and the other proposed changes to the Massachusetts regulations at their July meeting. If officially adopted, the change from the current $1,500 threshold to $2,500 would allow appraisals to be written up to that amount without a personal inspection.

“If [the threshold is] $2,500, they can draw [the appraisal] with a crayon and send it in,” Starbard said.

Information on upcoming ADALB meetings is available at tinyurl.com/hngtb94.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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[LOCAL] NEWS

Mike’s Auto Body Honored for

EnvironMEntAl

Work

On June 8, AASP/MA member shop Mike’s Auto Body (Fall River, MA) was among the small businesses honored as Champions of Toxics Use Reduction at a special ceremony in the Great Hall at the State House in Boston. Mike’s was honored for its work with the Toxics Use Reduction Institute (TURI) at the University of Massachusetts Lowell. The luncheon event drew participation from a number of legislators including Representative Paul A. Schmid III (D-Westport, co-chair of the Joint Committee on Environment, Natural Resources and Agriculture), Representative Alan Silvia (D-Fall River) and Representative Carole Fiola (D-Fall River).

As part of its efforts to be a safer and more environmentally sound

Karen Almeida, chief of staff for State Senator Michael J. Rodrigues, presents a Special Citation from the Massachusetts Senate to Mike’s Auto Body

facility, Mike’s Auto Body switched from lead weights to a non-lead wheel weight-roll and cutting system. Additionally, the shop switched from cleaning and degreasing products that contained hazardous solvents to products that are water-based, free of slower biodegrading detergents, fluoride-free, phosphate-free, chlorine-free and VOC compliant. Mike’s Auto Body used to wash and polish wheels with a product containing hydrofluoric acid and sulfuric acid along with surfactants and 2Butoxyethanol. With a pH of 1, the product was very corrosive. Mike’s has now chosen an alkaline – a less hazardous alternative – and is hoping to test others.

“We feel that using safer products is the right thing to do,” said Steve

Prof. Michael Ellenbecker, director of the Toxics Use Reduction Institute, presents a Champions of Toxics Use Reduction Award to Mike’s Auto Body

Left to right: Filomena Menezes (Mike’s Auto Body), Steve Medeiros (Mike’s Auto Body), Maria Arruda-Penacho (Mike’s Auto Body), Mike Penacho (Mike’s Auto Body), Representative Paul A. Schmid III, Representative Alan Silva, Jen DeAguiar (Rainbow Bears Child Care Center) and Danielle Holden (Rainbow Bears Child Care Center)

Medeiros, customer advocate for Mike’s Auto Body, in materials provided at the event. “We want to make our shop safer for our workers and better for the environment. We were pleased to receive financial and technical assistance from TURI and [the Office of Assistance and Technology]. It gave us information that made us aware of how bad some of these products are and how to make a safer workplace.”

Mike’s Auto Body owner and AASP/MA Board member Mike Penacho (who was also celebrating his birthday on the day of the ceremony) credited AASP/MA for introducing him to TURI during an association membership meeting.

“I want to thank everyone involved,” he said. “It’s great to know that we’re a pioneer.”

Other small businesses honored at the event included Merrimack Ales in Lowell and Rainbow Bears Child Care Center and WORD Inc. Child Development Center in Fall River. Following the TURI presentation, Mike’s Auto Body was presented with a Special Citation from the Massachusetts Senate in recognition of the shop’s Champions of Toxics Use Reduction Award.

The Toxics Use Reduction Institute (TURI) at the University of Massachusetts Lowell provides resources and tools to help make the Commonwealth a safer and more sustainable place to live and work. Established by the Massachusetts Toxics Use Reduction Act (TURA) of 1989, TURI collaborates with businesses, community organizations and government agencies to reduce the use of toxic chemicals, protect public health and the environment and increase competitiveness of Massachusetts businesses. For more information, visit turi.org or contact Joy Onash at (978) 934-4343.

MASSACHUSETTS

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BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

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LET US TURN THEM AROUND! Contact New England Automotive Report Sales Director Alicia Figurelli

973.667.6922 ALICIA@GRECOPUBLISHING.COM

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[LOCAL] NEWS

MA Collision

Student Becomes

NAtIoNAL CoMPEtItoR Anyone who doubts the future of collision repair needs to take a look at Fred Teed.

This year’s Gold winner in the Collision Repair Technology category at the 2016 Massachusetts SkillsUSA State Conference (“The Best of the Best: SkillsUSA Showcases Students’ Strength,” NEAR June 2016), Teed has wowed educators and industry representatives alike with his sharp skills, ambitious attitude and dedication to building a successful career in the field. At press time, Teed was gearing up to compete on behalf of the Commonwealth at the June 20-24 National Leadership and Skills Conference in Louisville, KY. “Fred’s a self-starter, is self-motivated and has positive energy,” says Gabe Coutinho, who (along with Tim Arruda and Rob Balanca) taught Teed collision repair at Upper Cape Cod Regional Technical High School in Bourne. “In whatever he touches, he wants to be the best he can be. He’s the kind of person you want in your company.”

AASP/MA Board member Kevin Gallerani of Cape Auto Body (Plymouth) got to experience Coutinho‘s sentiments firsthand. A longtime supporter of Upper Cape Cod Regional Technical High School, Gallerani has opened the doors of his shop to co-op students for the past decade. Not

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Fred Teed has already built the foundation for a long and successful career.

surprisingly, he was thrilled to provide Teed an opportunity to develop his craft in a real-world environment.

“Fred’s a smart kid,” he says. “He works hard and is really interested in learning everything. We’ve had him doing a pretty wide variety of stuff. I think that’s why he scored so well at SkillsUSA; we really let him take the ball and run with it. I put him with one of my better techs, so he’s learning the right way of doing things and what needs to be done in our process and how thorough you have to be with everything.”

“I loved it there,” says Teed of his experience at Cape Auto Body. “There was such a higher output [than in school]. I would do what I [did] in a month [at school] in half a week at Cape Auto. I had my hands on so many more vehicles, so I was able to learn so much more.”

Teed spent his senior year taking advantage of an opportunity to have dual enrollment at Cape Code Community College, dividing his time between working at Cape Auto Body and earning credit towards an associate’s degree in engineering and manufacturing. By the time he completed his high school career last month, he had already earned 42 college credits.

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But that’s not all. While balancing his responsibilities at the shop and college, he somehow found time to do construction jobs in Boston and work at a Dunkin’ Donuts whenever they needed someone to cover a shift!

Only a few days past his high school graduation at the time of this writing, Teed is already keeping a professional schedule that few people twice his age could match. Currently, he’s putting in 12-15-hour days in construction all week (including Saturday and Sunday) and has his own apartment in Randolph.

“I like to consider myself a jack of all trades,” he says. “I like to learn as much as I can in as many different fields as I can. I really love car design, especially interiors…I figured if I stay with engineering, I could eventually bring that into designing cars. But I would really love to own a shop someday.”

Looking ahead, Teed looks forward to exploring as many avenues as possible.

“At the moment, I’m just laying out all my options and trying to get as much skills in my head as I can while I’m young,” he says.

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[VENDOR] SPOTLIGHT

by Alicia Figurelli

the Importance of Relationships:

INSIDE IMPERIAL CARS

If you’re a collision repair facility in the Commonwealth, odds are that Imperial Cars is a household name around the shop.

Located in Mendon and boasting over $1.1 million in genuine GM, Ford, Jeep, Chrysler and Dodge parts in its 16,000-square-foot warehouse, Imperial Cars’ 15-person parts staff serves Central Massachusetts, Rhode Island and the North Shore. A state-of-the-art parts catalogue with VIN filtering, national parts locating capabilities and online ordering through email and CollisionLink help to ensure that shops are getting the correct part the first time, while Imperial’s sixtruck delivery fleet is on the road constantly to provide twice-daily deliveries to help make this goal a reality.

“We try to provide service that’s second to none,” says John Lundy, Imperial’s wholesale parts manager since 2009. “We offer various ways to get in touch. And with our parts inventory, we can deliver GM, Ford and Chrysler parts all on the same truck with the same person, so we’re diversified in that way. We have some customers who will call for parts from all three of these manufacturers, and we can get it out to them in one order, on one truck at the same time.”

The dealership also prides itself on its commitment to genuine OEM parts usage.

“We’re all about getting OE parts on the car for the consumer,” he states. “Aftermarket pricing is big for us. We’ll work with the shops, and even work with fellow dealers to make sure the right parts are being used. That can be extremely helpful; when parts go on back order, we’ll just swap back and forth.”

A familiar face to area shops, Lundy

Above: Imperial parts driver Alex Baker; Inset: Imperial Wholesale Parts Manager John Lundy

has been working tirelessly to serve local repairers since 1985, when he began his industry career at Midway Motors (then known as Midway Datsun).

“I started off checking in parts as a shipper/receiver,” he says. “I still remember learning all the part numbers and writing down all the customer names – because back then, everything was handwritten. As the business evolved and I went up the ladder, I moved to the tech counter to the phones and then to working with the shops. I then started going out on the road and meeting with the shops.”

In 2009, Lundy moved to Imperial, where he continued to strengthen his relationships with customer shops - and later, trade associations.

“When they started sending me out on the road, I got involved with the Central Massachusetts Auto Rebuilders Association [CMARA] and Massachusetts Auto Body Association [MABA],” Lundy remembers. “The initial benefit to working with these groups to me was the networking, just the opportunity to sit down in more of a roundtable discussion setting. Today, Imperial is a member and supporter of AASP/MA, and we continue to be as involved as we can.”

Lundy notes that organizations like AASP/MA help to not only align his facility with current and potential customers, but also assist in maintaining communication industry-wide.

“A lot of my customers support me, so I want to do the same for them,” he explains. “I go to every [AASP/MA] meeting and event that I can - not just to go, but to talk to people and get to know them and continue these relationships

we’ve established with each other. The educational opportunities they provide and the informational meetings are tremendous for shops. And [AASP/MA] is fighting for the shops, working on issues that affect all of us.

“The thing is, there are people who were working to help [what’s now AASP/MA] when I first started, and a lot of them are the same ones still doing it!” he adds. “They’re working on this, and they’re trying to run their businesses on top of everything. The association definitely needs more people involved including newer people - to help further their goals.”

With over three decades under his belt and no doubt many more successful years to come, Lundy credits Imperial’s success to the dealer’s philosophy of respect, communication and honesty.

“We have a lot of great customers,” he says. “There are a lot of great, smart people in this industry. I’ve built a good reputation over the years by being honest; I’ll tell it like it is, whether you want to hear it or not - and by getting out there in front of the shops. At Imperial, we’ve surrounded ourselves with a great staff, we get good support from the management and we try to get out there to help those who support us.”

Imperial Parts is open 8am - 5pm, Monday through Friday. To learn more about the department, visit imperial cars.com/wholesale. Lundy can be reached directly at (877) 272-0332 or johnl@imperialcars.com.

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by Joel Gausten It’s a moment that most shop owners dread.

Imagine if your facility gets an unexpected visit from the Occupational Safety and Health Administration (OSHA). Would you be able to demonstrate to the agency that you’re up to date on your chemical labeling, accident prevention programs, equipment testing and the slew of other requirements you need to meet to be in compliance? Would OSHA walk away confident that your employees are working in a safe environment, or would you need to open your checkbook to pay some hefty fines?

With some AASP/MA members recently facing this potentially uncomfortable scenario, the association hosted a special Statewide Meeting on May 24 to put members in direct contact with OSHA representatives for a better understanding of what businesses need to do to stay in compliance and prevent workplace injuries or deaths. Held at the Westwood Restaurant in Westfield, the evening gathering featured presentations by Dale Varney, an OSHA compliance officer, and Kristen Perkins, manager of technical services for the environmental specialist John W. Furrh Associates (johnwfurrhassociates.com).

Unfortunately, the need for OSHA oversight of America’s workforce is greater than ever, as more than 4,600 Americans died from workplace injuries and illnesses last year. In 2013 alone, over 6,000 workers were injured in a fall at work in Massachusetts.

If you are a shop owner who is unsure of your business’ OSHA compliance, now is the time to make sure you are doing things the right way. In August 2016, OSHA penalties for non-serious violations will increase from $7,000 to $12, 471, while fines for serious, willful and repeat violations will increase from $70,000 to $126,000.

Before launching into his presentation, Varney made it clear that OSHA’s goal is to help businesses, not penalize them.

“When we go in and don’t find stuff, we have the ability to walk back out and say we didn’t find anything,” he said. “We have enough customers; we don’t need you…We’re not looking to put people out of business. Hopefully, this is an incentive if you want to look at your safety and health program and boost it up a little bit.”

Varney was especially vocal in warning attendees of the dangers of isocyanates.

“When you get it through your lungs or if you have it [via] skin contact, it could create some serious problems,” he cautioned. “We’ve had several different cases through the state where people have actually become so sensitized that they are no longer able to do the work. We’ve had 30-year painters who had to be removed from duty because they were oversensitive to isocyanates.”

Additionally, he noted that shops need to make sure they have practices in place to address noise, including providing employees with hearing protection for anything above 85 decibels.

“Noise is the silent hazard,” he said. “Anything over 90 [decibels], you have to put in a whole hearing conservation program.”

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OSHA rules require employers to keep records of injuries and illnesses and report each worker death (to 1-800-321OSHA) within eight hours of the accident. Additionally, they must report each incident that hospitalizes one or more workers within 24 hours. Varney stressed that this includes heart attacks and other health incidents that don’t immediately appear to be related to the job.

“It doesn’t mean we’re going to go out there [to the shop], but we’re going to take that information down,” he said.

“If we find out that the person had a history of heart conditions, we might just take that information and that will be the end of it. But if we find out he was working on the front of an electrical panel [or] something like that, we might be looking further.”

According to Varney, the top-cited items in the auto body industry are: respirator protection; hazard communication; spray finishing; personal protective equipment; flammable liquids; fire protection; and electrical.

Electricity is a major concern for OSHA, with an average of 4,000 non-disabling and 3,600 disabling electrical contact injuries annually in the United States. An average of five people per week are electrocuted in the workplace, while over 2,000 workers are sent to burn centers each year with electrical-related injuries.

“In the electrical world, if you’re going to work on something live, don’t

OSHA representative Dale Varney offered powerful food for thought.

do it,” Varney expressed. “If you’re doing things that you’re not qualified to do, bring in the electrician and let him do it.”

AASP/MA Board member Peter Langone (Langonet Auto Body & Frame, Agawam) shared his own recent experience with an OSHA inspection, which resulted in needed changes to better ensure employee safety and compliance with the law. Although he admitted that the situation was “nerve-wracking” at first, he praised OSHA for their professionalism and courtesy throughout the process.

“They were more than fair,” he offered. “At the end of it all, our shop’s actually better from it.

“When they pointed out something, we took care of it – done, no arguments,” he added. “In the end, they gave us an opportunity to bring our point of view on some of the things they did fine us for…We were left with an agreeable number – and to be honest with you, a much better shop than when we started.”

Langone advised his fellow shop owners to make sure that their workers are being provided a safe environment in which to breathe.

“I think you guys could avoid a lot of it just [by getting] that respirator program in place right off the bat,” he said.

“That was the bulk of what they were looking for.”

Later in the meeting, Perkins detailed some of the ways that John W. Furrh Associates assists body shops in earning and maintaining compliance, including performing extensive inspections of the facility to look for OSHA violations and general safety and environmental issues and ensuring that

AASP/MA’s Peter Langone shared his experiences with an OSHA inspection.

employees have access to proper training. As she noted, sometimes the most innocuous things can cause serious safety issues. Did you pour gasoline in a Gatorade bottle? Make sure nobody drinks it by mistake! Do you have a technician with a big beard? Make sure his sense of style doesn’t negatively affect the seal on his respirator.

“The biggest problem I see when I go into a facility like yours is getting people to shave,” she said. “The boss always says [to me], ‘If I make them shave, I wouldn’t have good body men. If I enforce this rule, people aren’t going to do it; they’re going to leave.’ I’m pretty sure they’re not going to leave; I’m pretty sure they need their job. It has to come from management, ownership or somewhere up top that these guys need to shave to be wearing their respirators...I know it’s a huge problem in the industry. You’ve just got to put your foot down. When it comes down to it, who’s going to get fined? Probably not the employee.”

AASP/MA President Molly Brodeur encouraged those who attended the Statewide Meeting to make the most out of the presentation in ensuring a safer, more environmentally sound operation.

“Over the years, we’ve tried to keep membership aware of the regulations around OSHA and what they can do to be prepared, but obviously things are changing all the time,” she said. “We hope that you’re going to walk away from here with some new information.”

For information on upcoming AASP/MA meetings and events, visit aaspma.org.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

Environmental specialist Kristen Perkins (John W. Furrh Associates)

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www.firsthyundai.com 36 July 2016

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[LEGAL] PERSPECTIVE by James A. Castleman, Esq.

CoNSPICUoUS PoStINgS I had an electrical issue with my car last week that my longtime independent mechanic couldn’t repair. He instead referred me to the local dealer shop - a place that, based on my dealings many years ago, I dreaded going to.

However, the experience turned out to be much better than I expected.

What particularly struck me at the dealer was the large sign hanging on the wall next to my service representative’s desk, telling me in big bold letters that I had the right to have replaced parts returned to me, or to examine replaced parts that had to be returned to the manufacturer or someone else under a warranty or rebuilding arrangement.

Others might think that the sign was odd. But having represented collision repair shops for many years, I knew of the section of the Attorney General’s regulations that required that the information be disclosed. It got me thinking about how many matters had to be (or could be) posted in a shop in order to comply with various legal requirements.

The following is a summary: Your Motor Vehicle Repair Shop Registration. Any person or entity in Massachusetts that performs repairs on damaged motor vehicles (or even just undertakes a repair) for actual or intended compensation is required to be registered with the Massachusetts Division of Standards. The Division issues a Certificate of Registration to the shop, and the shop is then required to “publicly display” its Certificate. It is a violation of the Registration statute, as well as a per se violation of the Massachusetts Consumer Protection Act, for a registered shop to fail to display its Certificate. It is also a violation of the statute and a per se violation of the Consumer Protection Act for an unregistered shop to display a Certificate, or a copy of a Certificate, or to hold itself out as a registered shop.

Your Storage Charges and Storage Policy. The Attorney General’s auto repair regulations require every repair shop to disclose to its customers, in advance, both the conditions under which it will charge storage, and the daily or hourly amount of such charges. The disclosure can be either in clear and conspicuous written form given to the customer (usually on the shop’s repair order), or it can be posted in the shop in a clear and conspicuous manner – or you can use both methods.

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There are some things to note about storage charge disclosures (as well as other disclosures required by the Attorney General): First, “repair shop” is defined a bit more broadly in the AG’s regulations than in the Registration statute. It includes any person or entity that “for compensation, engages in the business of diagnosing or repairing malfunctions of or damage to motor vehicles, including auto body shops and retail stores which offer automotive services.” So it even includes auto parts stores that just do windshield wiper and battery replacements. But the regulation does exclude businesses repairing their own vehicles, and it also excludes gas stations doing minor repairs (such as oil changes, fan belt replacements and light bulb replacements) from the disclosure requirements.

Second, a notice is not “clear and conspicuous” unless it is “of such size, sound or color contrast and is so placed as to be readily noticeable to the person to whom it is being disclosed.” If it is in writing (rather than a posting), it must be in at least 10-point type. You can’t post your notice in your shop’s work area where your customers can’t see it, but you can make a recording that is played in your shop for your customers to hear - although I have never been in a shop that has done this, nor do I know of any shop that has even thought of doing it.

Third, with respect to storage charge disclosures, please do not ignore the fact that you are required to disclose not only your charges, but also the circumstances under which those charges will be incurred. I have been in many collision repair shops that have a sign that says something like “Storage charges: $X.XX per day inside, $Y.YY per day outside,” but this is clearly not sufficient.

When will storage be charged? Will it be charged for vehicles that you repair, or just for vehicles that don’t get repaired? Will it be charged prior to the customer deciding whether the car will be repaired? Will it be charged for vehicles declared to be total losses? If so, from when until when? Will it be charged if the customer fails to pick up a repaired vehicle within a certain number of days? Under what conditions will you store a vehicle inside or outside?

Whatever your policies are must be addressed in your storage charge disclosure, whether that is in a sign on your wall, in your repair order or both.

Your Customer’s Right to Get Replaced Parts Back.

This is the disclosure that I noticed on the dealer’s wall, and it’s one that you are required to make to all of your customers. Specifically, you must disclose in advance that “the customer has a right to have any parts replaced by the repair shop returned to him or her at the completion of the

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repairs, or to inspect such parts in the event the repair shop is required to return the replaced parts to the manufacturer or some other person under a warranty or rebuilding arrangement.� Again, this disclosure can be made in your repair order or other writing given to the customer, or it can be clearly and conspicuously posted in your shop. While I suspect that very few customers actually want to get replaced parts back (or even to inspect them), they have a right under Massachusetts law to do so - and you have a legal obligation to let them know about it.

The Amount You Will Charge for an Estimate or Diagnosis. If you are going to charge for an estimate or for a diagnosis under any circumstances, then you have to disclose this to your customer in advance. While most collision repair shops do not charge for an appraisal if they are going to repair a car, they do have a right to do so. And I do know of shops that charge for an appraisal if a car is not going to be repaired at their shop.

You just have to disclose this to your customers, either in a writing given to your customer or in a clear and conspicuous posting.

Miscellaneous Postings. While this is a listing of the most important postings that you must or could make, be aware that there may be local licenses that you have that may have to be posted, such as a municipal business license or possibly certain storage licenses. You should check with your local licensing authority to see what they require.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

Attorney James Castleman is a managing member of Paster, Rice & Castleman, LLC in Quincy, MA. He can be reached at (617) 472-3424 or at jcastleman@prclawoffice.com.

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[MEMBER SHOP] SPOTLIGHT

The staff at AASP/MA member shop Full Tilt Auto Body.

Full Service and Full Attention at Full Tilt Auto Body You may not think that a former metal fabrication student and a restaurant manager-turned-teacher could make a name for themselves as accomplished collision repair professionals. But in the case of brothers Matt and Zac Ciaschini, the two have crafted a recipe for success through their life experiences, commitment to customer service, quality repairs and out-of-the-box thinking as co-owner/operators of Full Tilt Auto Body in Easthampton.

“My brother went to Smith Vocational High School in Northampton for metal fabrication, but he was always a car person and wanted to be involved in the industry,” says Matt. “He started working at a body shop in high school and quickly excelled, becoming the head painter by the time he graduated. He fell in love with the trade and eventually decided to go out on his own. He rented one bay in the space we’re in now, and in 2008 opened Full Tilt Auto Body.

“I wasn’t in the industry previously,” he continues. “I had originally studied business management, then went back to school to become a teacher. In 2010, I had gotten laid off from my teaching position, and Zac said to me, ‘Why don’t you come in and help out?’ At the time, the business was really small - it was him, a body guy and a kid who helped clean and detail. So I came in and started to help out with the daily operations. It started off at three days a week, then increased to four. Before I knew it, I was here full time. Pretty soon after that, I bought in on the business and we turned it into a corporation.”

Today, the eight-bay, 8,000-square-foot facility houses a total of 14 employees. Zac is out of the paint booth these days, having moved to the role of production manager, while Matt works as the facility’s head appraiser.

“I was always a front-of-the-house kind of guy,” Matt explains. “After college, I had managed a restaurant for three years.

And I had always had customer-oriented jobs my whole life. Neither Zac nor I are introverts in any way; our parents raised us to

Full Tilt’s unique skills were put to use at the 2012 Bearfest Art Walk. (Photo courtesy of easthamptonbearfest.com)

want to help people. It’s natural for both of us to be working with the public. We enjoy dealing with customers and the community.”

Full Tilt Auto Body offers a full range of collision repairs as well as a mechanical department and bed liner business. The company has further expanded its services to include restoration on vehicles and unique items alike over the years, including safes, gas pumps, light posts, windmills…and bears.

“We’re project-oriented people and we like to see different stuff, so we don’t ever really say no to anything,” Matt notes.

“Back in 2012, we worked with Easthampton on a townwide outdoor art installment known as the Bearfest Art Walk. Local artists had decorated a collection of fiberglass bears, which were then installed all over town outside of local shops, restaurants and bars.

People could walk around and admire the artwork, but also visit local establishments. We clear-coated and sealed all the bears in order to protect them from the elements. I’d say that was probably the most different job we’ve done to date.”

Full Tilt has also earned recognition from the communities they serve. The Daily Hampshire Gazette has awarded the facility with two Readers’ Choice Awards since 2013, and Full Tilt has also won “Best of the Valley” poll awards in the Valley Advocate for four years running (in the “Best in Auto Body,” “Best in Auto Service” and “Best in Detailing” categories).

“We’ve diversified not only because it keeps things fun, but also out of necessity,” Matt says. “As the years pass in Massachusetts, we haven’t really seen the state give our industry any pay raises, between the Labor Rate or even what is paid out on paint and materials. We’ve had no choice but to go into other endeavors. A lot of us in this business are starting to realize that we may not be able to just rely on [collision repair] if we want to survive in the future.”

As Matt notes, there is hope thanks to initiatives from groups like AASP/MA. “We’ve been members of the association for years,” he explains. “We feel like AASP/MA is important, because they’re fighting for us. I wish I had time to be writing letters and visiting the State House to try and enact change on my own, but I know they’re doing it, and I think they’re trying really hard to do what they know needs to be done. On top of the Labor Rate, there’s also an egregious lack of respect for laws that are in place in the state. I see AASP/MA trying to make changes at the ADALB to solve what is a clear problem across the board for us repairers.” Full Tilt Auto Body is also an I-CAR Gold Class and Sherwin-Williams APlus certified shop.

When asked what sets Full Tilt Auto Body apart from the competition, Matt notes the shop’s interactive, hands-on approach to customer service. continued on pg. 54

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2016 MEMBERSHIP APPLICATION MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

As a member of the Alliance of Automotive Service Providers of Massachusetts (AASP/MA), I will abide by the association’s bylaws and code of ethics. I understand that membership in AASP of Massachusetts is non-transferable, and I must remain current with my dues in order to be a member in good standing. I understand that if I discontinue my membership that I must immediately cease using any association promotions, logos or materials. Additionally, I understand that as part of my AASP of Massachusetts membership, I will receive New England Automotive Report, the official publication of AASP of Massachusetts, faxes, emails and other mailings.

*** PLEASE tYPE oR PRINt LEgIBLY *** Primary Contact Name: ________________________________________________________________________________________________ Business Name: ______________________________________________________________________________________________________ Street Address ________________________________________________________________________________________________________ Street

City

State

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Mailing Address ______________________________________________________________________________________________________ City

Street

Phone Number ( E-mail Address

)____________________________________ Fax Number (

State

Zip

) __________________________________________

________________________________________ Web Site Address ____________________________________________

MEMBERSHIP TYPE (check one) Collision Repair Shop

ACCOUNTS PAYABLE CONTACT: Name: __________________________________________________

Mechanical Repair Shop

Phone Number: __________________________________________

Both, Collision & Mechanical Repair Shops Vendor

Email:____________________________________________________

RS Number (if applicable) ________________________________ ANNUAL MEMBERSHIP DUES

AASP/MA CHAPTER (check one) MidState Southeastern Northeastern Western

(The AASP membership year is from January 1 to December 31, 2016)

$40/month

$115/quarter

$425/year - BESt vALUE!

Monthly & Quarterly Dues are Automatic Credit Card Transactions ONLY*

NEW! Political Action Committee (PAC) Donation ...............$_____ Personal Contributions Only

ADDITIONAL CONTACT FOR NEWSLETTERS AND LEGISLATIVE UPDATES Name: ____________________________________________________ Email: ____________________________________________________ Name: ____________________________________________________ Email: ____________________________________________________ Name: ____________________________________________________

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Card Number: __________________________________________ CID Number: ____________ (3#s on back for Visa, 4 on front for AMEX) Expiration Date: ________________________________________ Name on Card: __________________________________________ Billing Address of Credit Card: ____________________________

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PLEASE CoMPLEtE tHIS MEMBERSHIP APPLICAtIoN AND REtURN It WItH PAYMENt to AASP-MA oFFICE. 12 Post office Square, 6th Floor • Boston, MA 02109 Phone: (617) 574-0741 | Fax: (617) 695-0173|jzywien@aaspma.org As required by the U.S. Tax Code, AASP of Massachusetts, Inc. informs its members that 75% of the dues paid to the association are tax deductible. The remaining 25% is allocated to legislative activities and is not tax deductible.

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It Takes Genuine Honda Collision Repair Parts To Achieve a Genuine Honda Fit. Honda collision repair parts are engineered and manufactured to Honda standards.

In the collision-repair business, time is money, and you can’t waste time on parts that almost fit properly. Use Genuine Honda replacement parts. Your reputation depends on it.

For Genuine Honda parts, contact these Authorized Honda dealers.

Bernardi Honda 960 Worcester Road Natick, MA 01760 Parts Direct: 800-247-3033 FAX: 508-651-1220 www.bernardihonda.com

Lia Honda of Northampton 293 King Street Northampton, MA 01060 Toll Free: 800-369-7889 Direct: 1-413-586-6043 FAX: 1-413-585-0502 www.liahondanorthampton.com

Honda North 382 Newbury Street Danvers, MA 01923 Toll Free: 800-882-9797 FAX: 978-774-9483 e-mail: eadams@iclautos.com www.hondanorth.com

Kelly Honda 540 Lynnway Rt. 1A Lynn, MA 01905 Parts Direct: 800-779-7466 FAX: 781-595-2898 e-mail: awilliams@kellyauto.com

Honda of Enfield 20 Palomba Drive Enfield, CT 06082 Toll Free: 800-222-6632 FAX: 860-253-5419 www.liahondaofenfield.com

Schaller Honda 1 Veterans Drive New Britain, CT 06051 Toll Free: 800-382-4525 Direct: 860-826-2080 FAX: 860-826-2083 e-mail: jkiniry@schallerauto.com www.schallerauto.com

Lundgren Honda of Auburn 525 Washington Street Auburn, MA 01501 Toll Free: 800-777-2044 FAX: 508-721-0872 e-mail:pmccarthy@lhonda.com www.lhonda.com

New England Automotive Report

July 2016

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[MEMBER SHOP] SPOTLIGHT continued from pg. 43

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“Customers are amazed that we really do handle everything for them,” he says. “We always have a rental car or free loaner waiting. We handle all claims services. If we say we warranty it, we really and truly do. And we keep ourselves accountable through management software that sends text updates to our customers, as well as CSI surveys to see how we’re doing. And on the other end, we’ve found that you really do catch more flies with honey than with vinegar. I don’t argue anymore; I know what I need to get paid

and people understand that we do everything we say we do. Being nice and establishing friendly, long-lasting relationships with everyone we deal with, from the insurance adjusters to the customers and everyone in between, has worked really well for us.”

To follow Full Tilt Auto Body online, visit tinyurl.com/jsm963c or fulltiltautobody.com.

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AUT M TIVE AD INDEX Allen Mello Chrysler Dodge Jeep Ram ........25 Audi Group ....................................................20 Audi Shrewsbury ..........................................52 Axalta Coating Systems ..................................4 Bald Hill Chrysler Jeep Dodge Ram..............8

BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

Balise Wholesale Parts Express ....................11 Baystate Chrysler/Jeep/Dodge ..................45 Best Chevrolet/Best CDJR..........................IFC BMW Group ..............................................16-17 BMW/Mini of Warwick ..................................6 Clay Subaru ....................................................45 Collision Equipment Company ....................9 Colonial Auto Group ....................................37 Empire Auto Parts..........................................39 Enterprise ........................................................23 First Chrysler-Dodge-Jeep-Ram ..................36 First Ford ........................................................36 First Hyundai..................................................36 Ford Group ....................................................33 Honda Group..................................................53 Hyundai Group ..............................................40 Imperial Ford ..................................................33 Infiniti of Norwood........................................21 Ira Group....................................................12-13 Kelly Automotive Group............................IBC Kia Group........................................................41 Linder’s, Inc. ..................................................54 Long Automotive Group ..........................OBC Mazda Group..................................................44 Mercedes-Benz of Shrewsbury ....................26 Mopar Group..................................................32 Nissan Group..................................................31 Polyvance ........................................................50 PPG ....................................................................3 Robertsons GMC Truck ................................42 Sarat Ford Lincoln..........................................42 Sentry Group ..................................................27 Subaru Group............................................28-29 Tasca Group ....................................................47 Toyota Group..................................................48 Village Auto Group........................................51 VW Group ......................................................46 Wagner BMW of Shrewsbury ......................52 Wagner Kia of Shrewsbury ..........................52 Wellesley Toyota/Scion ................................36 Wheel Collision Center ................................39

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New England Automotive Report

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