New England Automotive Report November 2014

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AUT M TIVE ServiNg The New eNglANd ColliSioN ANd MeChANiCAl repAir iNdUSTry MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

November 2014 U.S.A. $5.95

Plus:

Value Meets Style: www.grecopublishing.com

Toyota Unveils the 2015 Yaris

2 November 2014

New England Automotive Report

November 2014 • Volume 12, No. 11

CONTENTS

DEPARTMENTS PRESIDENT’S MESSAGE 8 | A Long, Strange – and Great – Trip

by Paul Hendricks IN THE AREA 15 | Great Food and Fun Highlight Annual AASP/MA Clambake 18 | Audi of Shrewsbury Throws a Rooftop Thank You Celebration LEGAL PERSPECTIVE 20 | The Basics of the Massachusetts Wage and Hour Law

by James A. Castleman, Esq.

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VENDOR SPOTLIGHT 24 | Adding the Numbers Up: Inside Balise Wholesale Parts Express

FEATURES

180BIZ FEATURE 49 | Improving Sales in Just Three Easy Steps

by Rick White

32 | VALUE MEETS STYLE: TOYOTA UNVEILS THE 2015 YARIS 36 | WHAT THE FUTURE HOLDS FOR YOU

by Larry Montanez III, CDA & Jeff Lange, PE

40 | WORKING SMART: CHAPTER MEETINGS ELEVATE REPAIRER KNOWLEDGE 15

by Joel Gausten

ALSO THIS ISSUE 10 | A MESSAGE FROM THE EXECUTIVE DIRECTOR 19 | AASP/MA SUSTAINING SPONSORS 43 | FOR SALE: 1476 PURCHASE ST., NEW BEDFORD, MA

55 | AASP/MA MEMBERSHIP APPLICATION 58 | INDEX OF ADVERTISERS

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PRESIDENT’S MESSAGE

A loNg, STrANge - ANd greAT - Trip

The Labor Rate Bill. Administrative changes. Legislative turnover. CAR standards. ADALB upsets. The list of notable memories, accomplishments and progress I’ve been witness to - not only in my tenure as AASP/MA President, but also since the 2010 merger of AASP/MA, MABA and CMARA into one cohesive association - could probably fill this entire issue. But since I have limited space - and since many of you have been on this journey with me for these years - I’ll keep my personal recollections brief and instead focus my last message as AASP/MA President on recognizing those whose efforts have helped raise the association to its present state.

First and foremost, I need to acknowledge our Board of Directors for their tireless work on bettering things for AASP/MA members, as well as the auto repair industry at large. These volunteers - made up of collision and mechanical repairers and supporting vendors - spend countless unpaid

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hours per month attending meetings, planning strategies and working on initiatives for the sole purpose of making your future as a shop owner easier. If you see one of our Board members at an association event, shake their hand and thank them for all they do. Trust me; they are responsible for a great deal of behind-the-scenes activity, and while they don’t do it for the accolades, that doesn’t mean they don’t deserve them.

Speaking of our Board, I’d like you to please join me in welcoming Molly Brodeur as she takes over as AASP/MA President in December. If you are involved in AASP/MA at all, Molly is a familiar face; you’ve seen her prominently supporting all MidState chapter efforts, as well as those of the association as a whole for years now.

She is fiercely committed to promoting the professionalism and importance of the repair industry, and I am confident that she is going to help AASP/MA make great strides on a local and national level.

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Although I’m stepping down as president, that doesn’t mean I’ll be vanishing from the industry altogether just yet. (Sorry to disappoint some of you.)

I’ve made too many memories and friends to simply leave the association behind, and I plan on sticking around to see our many initiatives through to completion. In the meantime, though, I would like to personally thank each and every association member for their support of AASP/MA (by any name) throughout the years, and for making my job as president a productive and enjoyable one. We’ve come a long way in a short amount of time, and I can’t wait to see what the future holds for us all.

MASSACHUSETTS

BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

AASP/MA President Paul Hendricks is the owner of Hendricks Auto Body in Uxbridge, MA. He can be reached at (508) 278-6066.

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A MESSAGE FROM THE EXECUTIVE DIRECTOR

AdAlB opens regulations for discussion

Dear Members, As you may recall, in December 2013, the Automobile Damage Appraiser Licensing Board (ADALB) agreed to open their regulations, 211 and 212 CMR. At the September 23 ADALB meeting, the Board outlined their agenda items for the listening session scheduled for February 24, 2015.

The following items will be reviewed at the listening session. (Please note

that, although these items have been outlined by the Board, the discussion is not limited to these topics.)

212 CMr 2.04(1)(d) requirement of personal inspection and photographs. You may recall in May 2014, the ADALB Board issued Advisory Ruling 2014-1, agreeing that an appraisal conducted by a licensed appraiser via review of quality video or digital images with documentation

meets the requirements of 212 CMR 2.04(1)(d) “personal inspection.” However, this ruling and proposed change is in direct conflict with Massachusetts General Laws ch. 26, §8G, which provides for the removal of a vehicle inspection sticker. Appraisals being done via photo or video do not allow for the removal of an inspection sticker in the instances outlined in the law.

212 CMr 2.04 procedure for the Conduct of Appraisals and intensified Appraisals. The Board has suggested increasing the current limit of $1,500 to $4,000 for damage to a motor vehicle. The related provision in 211 CMR 133.07 provides for an “insurer to conduct intensified appraisals of at least 25 percent of all damaged motor vehicles for which the appraised cost of repair is less than $4,000 and at least 75 percent of all damaged vehicles for which the appraiser cost of repair is more than $4,000 for Collision, Limited Collision and Comprehensive claims.”

212 CMr 2.04(h) Supplement Appraisals. ADALB Board members recommended adjusting the supplement appraisal time from three business days to two business days to make it consistent with 212 CMR 2.04(i), “which provides for an expedited supplement appraisal within two business days.”

Since these conversations began, AASP/MA’s leadership and legislative committee have been working with the Board and the Division of Insurance throughout the regulatory-revisions process to seek remedies for our member shops. Our members will continue to be well represented at the listening session. Members have provided significant comments and feedback on these potential changes. We encourage ongoing dialogue between the shops and the association. With your support, continued on pg. 56

AASP/MA Executive Director Jillian Zywien has been a senior account executive at Lynch Associates for over six years. She can be reached at (617) 574-0741 or via email at jzywien@aaspma.org.

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IN THE AREA

greAT Food ANd FUN highlighT ANNUAl

AASp/MA ClAMBAKe The Big e was in full swing on September 26, but the real action was at the AASp/MA western Chapter Clambake.

Following the conclusion of another busy workweek in the automotive industry, nearly 250 members of the AASP/MA community spent their Friday evening at the Polish American Club in Feeding Hills for one of the association’s most popular events. With everything from a complete chicken barbeque dinner (with steamed clams and chowder) to more than 100 raffle prizes, this year’s Clambake provided an unforgettable night of fun.

Emceed with gusto by Western Chapter Acting President Dan Lamontagne (White Lightning Auto Body) and Treasurer Mike Boucher (Custom Auto Body), the annual raffle made a Grand Prize winner out of Tony Bordoni of BodyWorks Unlimited (who won an Apple iPad and Bluetooth keyboard, courtesy of Linder’s, Inc.) and First Prize winners out of Don Muccino of Acme Automotive (who walked away with an Apple iPad from Rick Casey of LKQ/Keystone) and Rachel Loomis of Sarat Ford/Lincoln (who became the proud owner of a 40inch RCA LED television, donated by Auto Craft Sales - a Division of BAPS Auto Paints & Supply). A special “shop owners only” drawing hosted by AASP/MA Statewide

Director Don Cushing (Bald Hill Dodge/Chrysler/Jeep & Kia) offered an array of great prizes, including (among many other goodies) Celtics tickets (courtesy of Autopart International), four live I-CAR classes (courtesy of Allan Smith), an iPad Mini donated by Enterprise Rent-A-Car and a Dell Venue tablet donated by Jim Busiere of CCC-IS. Other donors to this special drawing included Bald Hill Dodge/Chrysler/Jeep & Kia, Formula Products, Mitchell Volkswagen, Transtar Autobody Technologies, Sarat Ford/Lincoln and Interstate Battery.

Like previous Clambakes, this year’s event was made possible by the amazing support of numerous industry sponsors. This year’s record-breaking 16 Gold Sponsors included Amherst Oakham Auto Recycling, Astro Automotive, Auto Body

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IN THE AREA

Grand Prize Winner Tony Bordoni (BodyWorks Unlimited), pictured here with Clambake Committee member Andre Marcoux, won an Apple iPad and Bluetooth keyboard courtesy of Linder’s, Inc.

First Prize Winner Don Muccino (Acme Automotive) accepts his Apple iPad from Rick Casey of LKQ/Keystone.

First Prize winner Rachel Loomis (Sarat Ford/Lincoln) with her 40” HD TV courtesy of Auto Craft Sales, a Division of BAPS Paint & Supply.

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Supplies and Paint, AkzoNobel, Axalta, Bald Hill Dodge/Chrysler/Jeep & Kia, Balise Wholesale Parts Express, Enterprise Rent-A-Car, Hoffman Auto Group, LKQ/Keystone Automotive, Long Automotive Group, PPG, Sarat Ford/Lincoln, Sherwin-Williams Automotive, Transtar Autobody Technologies and West Springfield Auto Parts. The group of invaluable Silver Sponsors included Artioli Chrysler Dodge, Auto Craft Sales (a Division of BAPS Auto Paints & Supply), Jim Busiere of CCC-IS, Empire Auto Parts and Marcotte Ford. Bronze Sponsors included Central Chevrolet, Lia Honda of Enfield, Mirka Abrasives and Tasca Automotive.

In addition to the great gifts donated by the sponsors, raffle prizes were also generously donated by A&R Auto Glass, AkzoNobel, Bald Hill Dodge/Chrysler/Jeep & Kia, Balise Wholesale Parts Express, BMW of West Springfield, Cloot’s Auto Body, FL Roberts/Golden Nozzle, Greenfield Auto Salvage, Interstate Battery, Jerry Rome Nissan, Larry Skorupski/Rubber Seal, LKQ/Keystone Automotive, Marcotte Ford, Mitchell Volkswagen, Mitchell Volvo, Plumb Auto Supply, Regina Jasak Insurance, Sarat Ford/Lincoln, Tasca Automotive, Town Fair Tire, Townline, U-Save of Enfield, Westfield Auto Parts and West Springfield Auto Parts.

The 2014 AASP/MA Clambake was the result of months of intense planning and work by a dedicated group of industry volunteers (who were rewarded with an LED flashlight compliments of Rick Casey of LKQ/Keystone Automotive). In addition to Lamontagne and Boucher, this year’s Clambake Committee included Western Chapter members Gary Cloutier of Cloot’s Auto Body (state secretary), Peter Langone of Langonet Auto Body & Frame (state director), Andre Marcoux of Western Mass Collision (past vice president), Ed Nalewanski of Ed’s Auto Body (state director), Don Vermette of Vermette Auto Body (past president) and Paul Zollner of West Springfield Auto Parts. Special thanks go to fellow Committee member and Massachusetts collision repair legend Mike Beal who attended and contributed to the event with his wife Mary despite being in the hospital that morning, and longtime Clambake volunteer Joann Nalewanski, whose enthusiasm added to the positive energy in the room.

For more information on AASP/MA events (including the Seventh Annual Private Casino Night at Gillette Stadium on November 15), please visit www.aaspma.org or call (617) 574-0741.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

The 2014 Clambake Gold Sponsors: Back row (left to right): Jack Perna (PPG), Don Cushing (Bald Hill Dodge/Chrysler/Jeep & Kia), Eddy Ravetto (Hoffman Auto Group), Scott MacDonald (West Springfield Auto Parts), Jack Tyner (Balise), Gordy Palley (Amherst Oakham), Kat Demers (Enterprise Rent-A-Car), Tom Harkins (Enterprise Rent-A-Car), Rick Casey (LKQ/Keystone), Al Montalbano (Long Automotive).

Front row (left to right): Hank Odierna (ABSAP), Mark Edmonds (Transtar Autobody Technologies), Jeremy Ostrout (AkzoNobel), Rob Lagasse (Sherwin-Williams Automotive), Mike Campbell (Axalta), Jim Loomis (Sarat Ford/Lincoln)

AASP/MA Lobbyist Anne Lynch, Joe D’Agostino (Lynch Associates) and AASP/MA Executive Director Jillian Zywien spread the word about the upcoming Casino Night.

The 2014 Clambake Committee. Back row (left to right): Mike Boucher, Ed Nalewanski, Dan Lamontagne, Mary Beal, Peter Langone. Center row (left to right): Don Vermette, Gary Cloutier. Front row (left to right): Andre Marcoux, Mike Beal.

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IN THE AREA

Attendees enjoyed the fresh, early fall air on the rooftop of Audi of Shrewsbury.

Audi of Shrewsbury Throws A rooftop Thank you Celebration At most car dealerships, the magic happens on the floor. At Audi of Shrewsbury, it happens on the roof. On September 25, the dealership held an appreciation event for its customers in a rooftop tent venue. Over 150 people came out to enjoy a night of food, drinks, music, cigars and cars.

“It was just a night to say thank you to the people we owe our business to,” says Parts Manager Jason LaValley.

“There was no sales pitch, just fun.”

A marvelous spread was provided

by Worcester Smokestack, who set up a live smoker directly on the roof of the building to provide attendees with the freshest smoked food possible. Local musician Ken Macy serenaded guests as they enjoyed the food, beer and wine, as well as high-end cigars provided by Victory Cigars.

Out showing their support for the customers, representatives from manufacturers including BMW, Audi, Mercedes-Benz and Kia were present amongst the guests of the event.

Several luxury cars and motorcycles (such as a BMW i8, Audi R8 and Mercedes and BMW electric vehicles, as well as Indian, Ducati, BMW and KTM motorcycles) were on display for guests to marvel at, while attendees were given the chance at door prizes after a night of food, fun and celebration.

At the end of the night, every attendee was allowed an opportunity at a grab bag before leaving the event.

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

Local musician Ken Macy entertained guests.

Attendees enjoyed a spread supplied by Worcester Smokestack, who set up on the roof of the building to provide a fresh buffet.

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Victory Cigars provided guests with high-end cigars to enjoy.

AASP/MA ASKS YOU TO PLEASE SUPPORT OUR SPONSORS!

2014 AASP/MA NEWSLETTER SPONSOR

WOLPERT INSURANCE Contact AASP/MA at (617) 574-0741 / jzywien@aaspma.org for information on becoming an AASP/MA sponsor!

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LEGAL PERSPECTIVE

The BASiCS oF The MASSAChUSeTTS wAge ANd hoUr lAw

by James A. Castleman, Esq.

When a family member of mine recently did not get paid on time for work that he performed, I went back and reviewed the Massachusetts laws regarding wage payments and hours of employment. I was reminded of the strict requirements of the law, and of the severe penalties one incurs for not complying. Whether you are an employee or an employer, it is important to know at least the basics of these laws. Failure to comply can result in possible criminal penalties for the employer, as well as mandatory payment of triple the amount of unpaid or late paid wages.

You should be aware of what rights and obligations you have.

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ll employees in Massachusetts are covered by both federal and state wage laws. If there is a conflict, whichever law is more stringent will govern what the employer is required to do. Since Massachusetts generally has the more stringent law, that is primarily what will be explained in this article.

Who is an “employee”? Wage laws do not apply to independent contractors, only to employees. But Massachusetts has a very strict definition of “independent contractor,” one that differs from many other states and that significantly limits who is considered to be an independent contractor. Additionally, the Attorney General’s office in Massachusetts aggressively enforces our state’s strict limitation of that definition.

In order to qualify as an independent contractor in Massachusetts, a three-part test must be satisfied: (1) The person must be free from “control and direction” in the performance of services. This means that a true independent contractor has to be the one who decides, on his or her own, how the work is to be done. (2) The service has to be performed outside of the usual course of business of the employer. As an example, an accountant who prepares tax returns for an accounting firm only during tax season is an employee of the firm and cannot be an independent contractor - no matter how free the accountant is from direction and control on how to prepare the returns. (3) The person has to be customarily engaged “in an independently established trade, occupation, profession, or business of the same nature as that involved in the service performed.” For example, if someone is retained to help a business paint their building, but that person is not regularly engaged in the painting business, then they are an employee - not an independent contractor.

It does not matter what the individual and the business call themselves, how they think about their relationship or what a contract between them says. If any one of the three prongs of the test is not met, then the person is an employee.

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Minimum Wage. Since January 2008, the minimum wage in Massachusetts has been $8 an hour. With only a few exceptions, every worker in Massachusetts must be paid at least that amount for every hour worked during a “normal, non-overtime workweek.” The only exceptions are people who are being “rehabilitated or trained” in certain charitable, educational or religious establishments, members of religious orders (e.g., priests, nuns, monks, etc.), certain agricultural workers (e.g., migrant farm workers), certain “professional” workers and certain outside salespeople who do not report to their office daily.

For tipped employees, the minimum wage is only $2.63 an hour. But if the total that the employee receives, including tips, does not exceed $8 an hour, then the employer has to make up the difference. Notably, employers can require service employees to pool their tips, so that the tips get spread around. But the employer can only require that tips be shared with other service employees, wait staff and bartenders, and then only in proportion to the service they provide. Managers, maitre d’s and other employees cannot be included in tip sharing.

Employees who are called in to work, or who otherwise show up to work at the request of the employer, are required to be paid for at least three hours of time at minimum wage.

Overtime Pay. Employees generally must be paid one and one-half times their regular pay for every hour over 40 hours worked in a week. All pay for regular hours of employment (including periodic bonuses, shift premiums, etc.) is included in determining “regular pay,” unless specifically excluded by a particular law. A workweek is considered to be 168 hours during seven consecutive 24-hour periods; the employer can pick the day that the workweek begins. With some exceptions, it usually does not matter how many hours are worked in a day, or on which days the employee works; what matters is whether the employee works more than 40 hours in a week. It also does not matter whether the employee is being paid on an hourly or on a salary basis -

unless the employee falls into a statutory exception, overtime is required to be paid once 40 hours are exceeded.

Notably, it is improper for an employer to offer to trade hours in different weeks, or to give additional vacation or other “comp” time in exchange for working more than 40 hours in a week. Once 40 hours are reached, the overtime pay requirements kick in.

Despite this general rule, there are several exceptions.

Amounts paid as commissions, drawing accounts, bonuses or other incentive pay based on sales or production are excluded in computing both the regular rate and the overtime rate of pay. A different part of the law requires certain retail sales people to automatically be paid one and one-half times their regular pay for Sundays and holidays – this way, the extra pay for those days is excluded in calculating the employee’s regular and overtime rates of pay.

There are also 20 specific occupational exceptions listed in the overtime statute, some of which make sense and some of which seem to be the result of favorable lobbying by certain industries. A partial list of the exceptions includes: Bona fide executives, administrative or professional persons (note that just calling someone an “executive” does not make them one, unless they are truly performing executive functions), outside salesmen, truck drivers who are covered by special federal overtime laws, restaurant workers, seamen and fishermen, apprentices in certain licensed occupations, agricultural workers and on-site janitors and caretakers for residential buildings who are furnished with living quarters.

For the collision repair industry, it is notable that someone employed as a “garage-man” is exempt from the overtime pay requirements. Although the term “garage-man” is not defined in the statute, auto mechanics are clearly covered by the exemption, while parking lot attendants are clearly not, as ruled in a significant court case, the holding of which has now been incorporated into the statute itself.

But are collision repair technicians also considered to be “garage-men”? In an opinion letter published in 2002, the Massachusetts Attorney General addressed this issue, stating: “[T]his Office will consider any worker performing repair work on automobiles - be it in a stand-alone repair shop or one that is part of a larger establishment such as a car dealership - to be exempt from overtime…However, please note that this exemption does not extend to persons employed…in other capacities such as service counter help or receptionists.” Therefore, it appears that collision repair technicians are garage-men, and that they are not required to be paid extra for overtime work. On the other hand, a shop’s office staff and any other personnel not directly engaged in repair do have to be paid one and one-half their regular rate for overtime work.

When payment must be made. Covered employees generally must be paid at least weekly or bi-weekly within six days of the pay period for which wages were earned, or within seven days if the employee is working every day.

Executives, professionals or administrative employees who are salaried legally can be paid bi-weekly or semi-monthly, and can also agree to be paid monthly. Additionally, employees who voluntarily leave a job have to be paid by the next regular payday, or, if there is none, by the next Saturday.

Employees whose employment is terminated by their employer must be paid on the day they are discharged.

Note that the timing requirements apply to wages, but not necessarily to other payments due. In particular, the statute applies to commissions only if the commission “has been definitely determined and has become due and payable.” Upon termination of employment, questions arise as to whether payment must be made for vacation days, sick days and accrued holidays. This usually depends on whether pay for these periods has truly been earned, often dependent on how the employer treats these types of pay for all of their employees. Severance pay is generally not considered “wages,” so the timing requirements generally do no apply to severance.

Miscellaneous issues. Most employees have to be given at least one “day of rest” in every seven days, although there are some notable exceptions in various service industries.

Also, most (but not all) employees must be given at least 30 unpaid minutes of meal time for every six hours worked, with the exceptions being in jobs that require continuous attention of the employee to particular tasks of the job: E.g., iron works, glass works, etc.

It is also noted that particular statutes require certain employers to give employees unpaid leave for certain purposes. Included are the Massachusetts Maternity Leave Act, which requires employers with more than six employees to give up to eight weeks of unpaid maternity leave, and the Small Necessities Leave Act, which requires employers with more than 50 employees to give workers up to 24 hours of unpaid leave per year for certain family matters, including attendance at school functions and taking a child to a doctor’s appointment. Employers are also required to compensate employees for the first three days of jury duty, and are required to give employees time to go to their local polling place to vote.

Enforcement and penalties. The Attorney General is given the power to enforce the various wage and hours statutes through imposition of both civil and criminal penalties. The penalties can be severe, and generally are harsher for intentional acts than for unintentional violations of the laws. But ignorance is not a defense. If an employer does not make a wage payment on time, or does not pay for overtime at one and one-half times an employee’s regular rate, then the Attorney General can bring an action for enforcement, whether or not the employer’s actions were intentional.

But perhaps the strongest enforcement actions are those that can be brought by an employee. In order to bring an action for non-payment of wages, for violation of the tip statute or for any other violation of the Massachusetts wage and hours laws, an employee must first give written notice to the Attorney General. If the Attorney General does not act within 90 days, or if the Attorney General gives the employee permission to do so before the expiration of 90 days (which is commonly what happens), a private civil action can be brought by the employee against the employer.

Moreover, if the employee wins their lawsuit, the governing statutes mandate that the trial court award treble the amount of actual damages. The court must also award the employee his/her reasonable legal fees and costs related to continued on pg. 58 New England Automotive Report

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VENDOR SPOTLIGHT

AddiNg The NUMBerS Up: iNSide

Balise Wholesale Parts Express is open Monday through Friday from 7:30am to 5pm. For more information, visit www.baliseauto.com.

A team of 53 parts professionals. Twenty-four delivery trucks. Nearly $10 million in inventory. If you’re looking for a truly experienced and professional wholesale parts provider, then let Balise Wholesale Parts Express’ numbers do all the talking.

One of Massachusetts’ most trusted sources of highquality OEM replacement parts, Balise Wholesale Parts Express currently boasts 10 automobile lines over 16 locations. With seven dealerships in the Western Massachusetts/Springfield area, five stores in Warwick and West Warwick, RI, three stores in Hyannis and a recently purchased Hyundai dealership in Fairfield, CT, Balise prides themselves on offering the widest array of products and delivery services of any New England-based wholesale

provider. (A complete list of Balise dealerships is available at www.baliseauto.com/locations.htm.)

Balise delivers parts throughout Western Massachusetts, east to Worcester, into the South Shore and Cape Cod, all of Rhode Island and Eastern Connecticut. The Balise fleet of trucks hits wholesale customers twice daily, with many orders filled on the same day. Calls placed by wholesale customers in Western Massachusetts and Connecticut to (413) 233-2185, Eastern Massachusetts to (508) 957-6399 and Rhode Island to (401) 780-3099 are serviced by an 11-person call center based in Western Massachusetts, which recently upgraded to a new state-of-the-art phone system. In addition to the Balise in-house parts team, the wholesale operation includes road sales representatives

Warwick parts drivers (left to right) John Kelvey, Ed Charette, Ryan Gregorio, Gary Cummings, Joey Harper, Joe Fortes, Chris Hall.

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Clockwise from top left: Hyannis parts drivers Joe Cleary and Martha Buyer; Western Massachusetts drivers (left to right): Chad Oakes, Angel Valdes, Eric Dziewit, Johnny Moctezuma, Will Meek Jr., Juan Merced, Joe Casino, Sam Moore-Flowers, Joe DiVirgilio, Paul O’Brien Jr., Gasper Madrazo, Dale Claudio, Dom Vecchiarelli, Jose Quinones, Greg Redmond, Scott Stratos; The Balise Wholesale Call Center. Left to right: Al Gay, John Elmasian, Jeff Butler, Dave Alicea, Jim Schaller, Ernest Co, Gary Colby, Matt Oliveira, Mike Burns, Heather Libratore (Not Pictured: Linda Wojcik); Western Massachusetts road sales representative Jack Tyner; Connecticut road sales representative Gary Danko; and Rhode Island/ South Shore/Cape Cod road sales representative David O’Neill.

Jack Tyner (Western Massachusetts), Gary Danko (Connecticut) and David O’Neill (Rhode Island/South Shore/ Cape Cod).

For the past five years, Balise Wholesale Parts Express’ operations have been overseen by Wholesale Parts Director Ken Zimmerer. Already a 10-year veteran of the Balise organization when he took his current position, Zimmerer brings several decades’ worth of parts experience to his daily duties. Not surprisingly, he views helping shops maintain strong cycle times as his greatest responsibility.

“It’s nice to be in the parts business, but you need to keep your finger on the pulse of your customers,” he says. “You’re fulfilling a need by supplying those parts in a timely fashion.

Shops get rated by insurance companies on how fast they can turn a vehicle around in their facility, and we have to be really sensitive and aware of that. We have to meet our customers’ needs in order for them to be successful in what they do. If they’re successful, then we become successful because of it.”

Balise Wholesale Parts Express’ commitment to the industry goes far beyond filling orders. One of AASP/ MA’s strongest and most dedicated supporters, Balise regularly sponsors association events including the annual Clambake (see page 15). Additionally, the company regularly sponsors special training events for AASP/ MA, including a recent GM presentation in Holyoke (see page 40).

“It’s more than just selling the parts; it’s supporting the industry that requires the parts,” Zimmerer says.

While some wholesale dealers have struggled in recent times, Balise has done nothing but grow. In Zimmerer’s mind, the company’s greatest strength is found in the spirit of teamwork that drives the parts team forward every day.

“To me, it’s all about the people on our team,” he says, “Each and every individual who works with us here is why we are what we are. It’s because of what happens when a customer places an order, and the many hands involved in getting that order complete. It involves quite a crew that can march to the same beat.”

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FEATURE

vAlUe MeeTS STyle: Toyota Unveils the 2015 yaris

GREAt thiNGs cOME iN sMAll PAckAGEs. on october 15, New England Automotive Report editor Joel gausten was one of a select group of automotive writers invited to test drive the new – and substantially upgraded – 2015 yaris at Toyota’s official product launch for the car in ponte vedra Beach, Fl. once behind the wheel, gausten was amazed by how far the yaris has come.

“Although the yaris has always been a dependable and affordable ride, i always felt the car could

use a little more TlC in the visual department,” he says. “The new version of the yaris not only looks better, but it feels better as well. with the 2015 edition, Toyota has finally developed the aesthetic charm – especially on the inside – that this great car has always deserved. plus, it drives like a dream.”

The 2015 yaris, like the previous-generations’ design, comes in three-door and five-door liftback configurations, but the style is all new. The new model comes from Toyota’s ed2 design studio located in

On the new model, the wheels are pushed out to the corners, giving the Yaris a sportier edge.

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Michael Kroll, national product communications manager for Toyota, introduces the 2015 Yaris to a select group of automotive writers.

With an exterior update, the 2015 Toyota Yaris showcases an enviable appearance and an unbeatable ride.

An improved interior design helps the Yaris combine a high class, luxury feel with an affordable and comfortable experience.

the South of France, where they know “hot hatches.”

The new yaris is also assembled in France, where they have been manufacturing the yaris since 1999 for the european market.

The 2015 yaris has an aggressive new look, with a horizontal chrome grille treatment that appears to continue right into the headlamp. The large grille opening gives this fun-todrive car just the right touch of “mean” in its appearance. A lower windshield angle, short overhangs and wheels pushed out to the corners give the new yaris a sporty, road-hugging stance.

A highlight of the 2015 yaris cabin has to be the improved interior design. high-quality fabrics and a greater surface area, along with raising the front of the cushion, make it more comfortable on longer

drives.

The yaris packs big safety into a small package. like all Toyota vehicles, the 2015 yaris features the Star Safety System, which includes: • Vehicle Stability Control (VSC); • Traction Control (TRAC); • Anti-lock Braking System (ABS); • Electronic Brake-Force Distribution (EBD) and Brake Assist; and • Smart Stop Technology (Toyota’s brake-override system).

protection in a collision starts with an impactabsorbing body structure that makes wide use of high-tensile strength steel to effectively absorb and distribute collision forces.

The 2015 yaris has nine airbags, including: • Driver and front-passenger dual-stage airbags (SRS); • Front seat side airbags; • Front seat cushion airbags; • Side curtain shield airbags; and • Driver’s knee airbag.

The Advanced whiplash injury-lessening (wil) front-seat structure helps to ensure that the regions from the head to the lower back are equally supported, helping to reduce whiplashtype injuries during certain types of rear-end collisions.

The yaris comes in l, le and Se grades. Standard features include air conditioning, sport-tuned electric power steering, three-spoke tilt steering wheel, power door locks with illuminated entry, cargo area cover and lamp, power windows with driver’s side auto up/down and color-keyed folding outside mirrors. The yaris le adds the convenience of power mirrors, cruise control, steering wheel audio controls and a remote keyless entry system with engine immobilizer.

All models get the yaris entune Audio that includes a 6.1-inch touch screen, an AM/FM Cd player with Mp3/wMA playback capability, six speakers, hd radio with iTunes Tagging, an auxiliary audio jack, a USB port with ipod connectivity and control, hands-free phone capability, voice recognition and music streaming via Bluetooth wireless technology. For the first time in a yaris, a navigation system is an available port, or dealer-installed, option.

The manufacturer’s suggested retail price (MSrp) for the 2015 yaris will range from $14,845 for the three-door l with a manual transmission to $17,620 for the five-door Se with a four-speed automatic. More information is available at www.toyota. com/yaris.

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TECHNICAL FEATURE

whAT The FUTUre holdS For yoU

by Larry Montanez III, CDA & Jeff Lange, PE

Wow. So far this year, we have heard of carbon-fiber-reinforced plastic (CFRP) vehicles (BMW i3) and a mass-produced aluminum truck (2015 Ford F150). But what does the future hold for the collision repair industry? This article contains a recap of the known information and facts, some predictions and even a few myths we'd like to dispel.

Fact: Modern vehicles are not only engineering wonders, but they are loaded with creature comforts and are rolling, electronically-controlled masterpieces. And this is just a taste of what is to come. prediction: In the next five to seven years, we will see newer, more advanced high-strength steels (ADHSS), CFRP with nanotechnology, semi-autonomous vehicles, equipment changes and advanced training requirements.

Myth: Today’s vehicles can be repaired both quickly and properly.

FALSE! Today’s vehicles require skill, training and proper equipment to ensure that the repairer is adhering to proper procedures and protocols. On too many occasions, we see unrealistic repair times (commonly referred to as “cycle time”), generally based on

New MATeriAlS

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rental day calculations without taking into consideration the actual skill level required to perform proper repairs. remember: Just because you’ve been doing it a certain way for a period of years does not mean it is right.

Fact: Aluminum construction is moving into mainstream vehicles. Over the past few years, we have seen massproduced vehicles with aluminum outer panels and closure panels. Infiniti and many other OEMs are offering their vehicles with aluminum door assemblies and hood panels. The Nissan Altima now has an aluminum hood, decklid and roof panel. Ford has been making headlines over the 2015 F-150. GM has also announced plans to offer a 1500 Series pickup by 2018 that will be aluminum-intensive. prediction: Ford Mustang, Fusion and Expedition will be next to go aluminum. GM will roll out the 1500 Series pickup and SUV lines soon. After that, we predict a couple of Cadillac models. Chrysler may wait on the sidelines for a while, but look for the Ram to be the first to go with aluminum. Mercedes-Benz already offers the AMG SLS and the SL as aluminum-intensive; this year, the S Class went aluminum in the front structure.

And we already know all Benz vehi-

AlUMiNUM

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cles will be designed with aluminum front structures by 2020.

Myth: Aluminum repair is easy and no big deal. FALSE! Aluminum repair is not difficult if the technician has the proper training and lots of practice.

Aluminum repair is very different from steel; surprisingly, most aluminum damage is not repairable. And we are just talking about outer panels, as structural aluminum components are not repairable and structural realignment is generally prohibited.

Fact: Equipment upgrades and changes are part of the industry, but in the past three years, many OEMs have been making requirements to specific equipment for repairs to their vehicles.

Celette has been the leader for structural repair for many years as the most approved equipment for many of the European vehicles. But in recent years, they have been making fixtures for domestic and Asian models. Not too long ago, Doug Craig from Chrysler made a video on the importance of additional anchoring on some Chrysler and Jeep models. CarBench has been the approved equipment supplier for Ferrari and Lamborghini for many years and, in the past few years, has received approval from many of the European automakers. Rounding out

eQUipMeNT

the top three is Car-O-Liner, with approval for most of the European models (except Mercedes-Benz USA).

If your structural repair equipment was not purchased in the past three to five years, you may not be able to repair most of today’s vehicles properly – or, for that matter, any of them. prediction: Shop closures are inevitable as the requirements and costs to repair the new advanced vehicles rise. We feel we will see about a 20percent drop in registered repair facilities in the next decade, with some MSOs, DRPs and OEM-certified repair facilities surviving the costs of training and re-tooling. Training, certification (ISO, ASE) and an attitude to want to learn and change are, and will be, must-have traits to be successful. Our advice is to start preparing, investing and training now or be left sitting on the sidelines.

Myth: Here is something we hear all the time: “My frame equipment from 20 years ago is still good and my techs know what they are doing.” You are in denial. Many techs and damage assessors have a multitude of excuses for why they don't train and get educated to adapt to the new repair procedures.

Repair facility owners need to hold people – including themselves – accountable.

Most will last 300 to 700 welds, provided the tech uses the proper speed (RPM) drill and lubricates the area.

Bits used for aluminum will last even longer than 700 spot welds due to aluminum's softness. Conversely, boron alloyed drill bits will only last 90 to 125 spot welds, and those bits can range between $75 to $125 per bit. In some cases, you will need two to three bits depending on the amount of spot welds and/or drill holes you will need to drill on boron alloyed or hot stamped steel.

When removing damaged panels for replacement, the tech must be careful not to cause damage to the inner reinforcements or inner panel (steel and/or aluminum). Techs must use

care to drill only the outer panel and then use a panel separator with a hammer. Air chisels are a thing of the past and should not even be in a modern repair facility. Dressing welds should be attempted with quarter-inch thick grinding stones and not cut-off wheels. Twenty-four/36-grit is another antiquated product; after the grinding stone, the tech should continue to dress the area with 50-grit or a belt sander and progress to 80- and 100-grit and/or a Roloc Bristle. In some cases, a Dremel tool will be needed. Shockingly, most techs need a class on how to dress welded areas properly. continued on pg. 56

hANd ToolS ANd CoNSUMABleS

Fact: Hand tools, cutting tools and other consumables will need to change as the materials used in vehicle construction become more advanced.

There are about four different strengths of spot weld drill bits available for the different types of steels.

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COVER STORY

worKiNg SMArT: Chapter Meetings elevate repairer Knowledge by Joel Gausten From helping shops address legal matters in their own backyards to providing crucial updates on vehicle trends affecting the entire collision repair trade, AASP/MA has its finger on the pulse of the kind of information that members need to thrive in an alwayschanging (and often-confusing) profession. This month, New England Automotive Report recaps recent seminars held by the Western and MidState Chapters that showcased the high level of education available to the AASP/MA community. go wiTh The oeM Still flying high from a hugely successful Clambake (see page 15), the AASP/ MA Western Chapter got down to business on

GM Wholesale Specialist Tom Seagrave wants AASP/MA members to check out www.genuinegmparts.com for free repair information.

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October 14 by hosting a special General Motors technical training event at the Slainte Restaurant in Holyoke. Sponsored by Balise Wholesale Parts Express, the Tuesday night gathering drew nearly five dozen industry members (from as far as Marlborough and Worcester) eager to learn about many of the technological and procedural changes impacting the repair of GM vehicles.

As anyone who works in the collision repair field in 2014 surely knows, this is the era of adaptive cruise control, high-strength steels, aluminum, blind spot detection, collision avoidance features and other things that make it impossible to repair vehicles the way you did even five years ago. In order for shops to stay current on proper repair methods in these fast-moving times, GM Wholesale Specialist Tom Seagrave urged the repairers in the room to always refer to OEM-recommended procedures. He recommended that shops check out www.genuinegmparts.com, which features a special Collision Repair section offering repair/warranty information and service bulletins for General Motors vehicles. Elsewhere on the site, a “Related Links” tab

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GM Wholesale Parts Instructor George Tuchman stressed the importance of following OEM procedures.

connects users to I-CAR, ACDelco and other training and technical resources.

“If you’re looking for collision repair information, it’s on this website [and] it’s free,” Seagrave says.

Additionally, he noted that a new CollisionLink platform (www.oeconnect ion.com) is currently being rolled out in small increments, which should be of interest to users as “all of GM’s rewards programs are tied to electronic orders through CollisionLink.” He also shared news that GM is continuing to patent its body parts (a trend that started with the 2013 vehicles), which has helped the manufacturer maintain competitive pricing and eliminate the copying of GM parts by non-OEM entities.

Elaborating on the OEM theme, GM Wholesale Parts Instructor George Tuchman

advised that OEM service information will help repairers identify the different metals and materials in a particular General Motors automobile. For example, if a 2014 Malibu shows up to the shop with front rail damage, opening up GM Service Information will help the technician properly identify the steels used, what is repairable or what may require replacement.

“How do you know what the proper procedures are when it comes to a repair?” he asked. “What are your liabilities? If something is not repaired properly, when this car gets into an accident again, will it meet the OEM standards it was designed for?”

Of course, no discussion on proper repair procedures these days would be complete without a considerable focus on aluminum – a trend being advanced by

structural safety aspects of the vehicle.”

Other topics explored in Tuchman’s presentation included tools and equipment (including the Matrix Wand/www.thematrix wand.com), proper welding procedures, work on highvoltage vehicles and modern engine technology. In addition to the new GM Body Control & Safety Systems reference book, attendees received a free CD loaded with GM resources and service information.

The next Western Chapter event will be a special Holiday Party (for all active chapter members) at Slainte on December 16. For more information, contact Western Chapter Treasurer Mike Boucher (Custom Auto Body) at (413) 525-4201.

At the MidState Chapter meeting on October 21, Western Chapter Acting President Dan Lamontagne presented personalized AASP/MA jackets to Tom Ricci (who served as president during the 2010 merger) and Molly Brodeur (who will serve as AASP/MA's next president) in appreciation of their service to the association.

the need for lighter, more dynamic vehicles.

“Some of this is dictated by fuel efficiency,” he revealed. “They’re talking about 50 miles-per-gallon corporate average fuel economy by 2025.”

Naturally, lighter vehicles mean the use of different metals and materials, causing a greater emphasis on following GM’s recommended procedures than ever before.

As Tuchman said, “If that car is not put together correctly, think of all the

old lAw, New SpoTlighT On October 21, the AASP/MA MidState Chapter used their quarterly meeting at the Doubletree

by Hilton Hotel in Westborough as an opportunity to remind members of a littleknown – but extremely important – law that shops must follow in the Commonwealth. Since 1990, a statute in Massachusetts has stated that if a licensed appraiser (in the course of performing an appraisal) determines that the vehicle no longer meets required safety or emissions standards, then the appraiser is responsible for removing the inspection sticker (replaced by a 20day temporary sticker) until the vehicle is repaired. The inspection sticker is to be removed from the vehicle if problems are uncovered in the following areas: Brakes,

exhaust system, fuel tank, horn, lighting, seat belts, sharp protruding metal, steering/suspension, tires and windshields/windshield wipers.

Although this law has been on the books for nearly 25 years, little has been done to enforce it among appraisers. However, all of that changed earlier this year when the Attorney General’s Office went after MetLife for not removing the sticker when an appraisal uncovered the above issues. Ultimately, the insurer was ordered to pay a $250,000 fine – an event that sent shockwaves through the state’s insurance and automotive industries. As a way to better familiarize AASP/MA shops with their responsibilities under the law, the association welcomed attorney James Castleman for a tutorial on the dos and don’ts regarding state inspection stickers.

“It’s clear that all licensed auto damage appraisers in Massachusetts are supposed to be following inspection [sticker] statutes and regulations,” he said, stressing that those who neglect to adhere to the law could face liability issues in addition to a hefty fine.

“This is a safety issue,” he warned. “If in fact a vehicle is not safe to drive, maybe it shouldn’t be on the road. Do you want to be the person in the other lane who’s just driving along, and some piece of metal sticking out crosses the road and hits your car, does damage [to it] and causes personal injury to the people in your car?”

Attorney James Castleman discussed appraisers’ legal obligations in handling inspection stickers.

Although Castleman noted the use of a 20-day temporary inspection sticker in this process, he raised concerns over this practice.

“In my mind, there’s a question about [the] safety of operating those vehicles, but that’s what the law is that’s on the books,” he said.

Castleman added that, if an appraiser recognizes that a damaged repairable vehicle has incurred damage that would impair its operational safety, the appraiser must immediately notify the owner of the vehicle that it is unsafe to drive. Also, if an appraiser is unable to get into a car to remove the sticker, then that appraiser is required to fill out a form to give to the owner of the vehicle to inform them of the legal obligation to get the inspection sticker removed.

With the inspection sticker statute gaining new momentum in the state, serious questions are being raised regarding how the law affects the ADALB’s recent ruling that granted

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COVER STORY

continued from pg. 41

insurers the ability to use digital photos to appraise vehicles, rather than be in the physical presence of the vehicle.

“It seems to me that this may negate the ability to do these remote appraisals,” Castleman said. “If you’re going to comply with the

MS attorney John Eaves Jr. is building a substantial case against the auto insurance industry.

46 November 2014

inspection sticker law, somebody’s got to be there removing those stickers.”

More insight into the inspection sticker law is available in Castleman’s Legal Perspective feature (“Get Out Your Window Glass Scrapers”) in the September 2014 issue of New England Automotive Report (available online at www.greco publishing.com).

The NATioNAl MoveMeNT The October 21 MidState Chapter meeting also included a presentation by Mississippi-based attorney John Eaves Jr., who appeared in an effort to gain support from Massachusetts shops in his multi-state lawsuit against a number of

New England Automotive Report

insurers for short pays and steering – practices that he claims are having a detrimental effect on the collision repair industry.

Speaking with New England Automotive Report following the meeting, Eaves said he expected to have between 25 and 30 states filed

by October 31, adding that there were over 400 shops involved in the suit at the time of this writing.

“The common thread in everything is that the insurance industry is in a race to the bottom,” he said. “[Carriers are] competing with other insurance companies to cut corners so they can increase their profits.”

Eaves believes that a positive ruling in the case would help shops make the

choice to properly repair the vehicle without having to cut corners – and receive the fair compensation necessary to pay employees a realistic wage and adequately adapt to aluminum and other future challenges to the industry.

“We want it so that the American public benefits from having shops that are loyal to them, instead of loyal to the insurance industry,” he says.

The lawsuit is one of several initiatives that Eaves is pursuing on behalf of the auto body industry. More information is available at www.safecars.us.

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180BIZ FEATURE

iMproviNg SAleS iN JUST Three eASy STepS Making a sale today has certainly become more difficult. In times of economic expansion when everyone is busy, the level of activity in a shop can hide many of the sins that become glaringly apparent as the economy slows down. While the economy is improving right now, many want to see it improve faster. If you are in sales – and as repair owners and advisors, you are – you have two choices. You can wait for the economy to improve before you take action, or you can take responsibility NOW for your success and start improving today.

I offer you three simple steps you should take to improve your selling skills. Following these steps will have an immediate and dramatic effect on your selling success.

by Rick White

BE A liFElONG lEARNER. To be truly successful in sales, you must become a student of attitude, prospecting, appointment making, rapport building, interviewing, listening, presenting, building value, reading body language

2

and asking for the sale. Instead of improving their sales skills, too many advisors and shop owners just barely get by using a very basic skill set resulting in mediocre sales. Instead of 20 years’ experience over time, these continued on pg. 56

BE POsitiVE. Do everything you can to develop, maintain and protect your attitude. Enthusiasm is a MUST if you want to be successful in sales. People (a.k.a. your customers) are attracted to people with positive attitudes. The sale always starts in your mind based on your attitude, belief in your abilities, quality of your product or service and the value you believe your company provides, in addition to your ability to successfully convey that high level of confidence to your customer. Ninety percent of your selling success is literally on YOUR shoulders… because it’s in YOUR head!

Need help improving your attitude? Reading books like The Little Gold Book of YES! Attitude by Jeffrey Gitomer and The Energy Bus by Jon Gordon will help you. Make use of your commute to and from work by listening to programs like Attitude is Everything by Keith Harrell and How to Stay Motivated by Zig Ziglar. Books and audio programs such as these will definitely impact how you interact with the people around you, increasing your sales along the way.

1

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2014 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 ***

BUSINESS INFORMATION: Mr.

Mrs.

Business Representative Name:

Ms.

____________________________

Business Name ____________________________________________

What benefits motivated you to join AASP of Massachusetts?

________________________________________________________

PERSONAL INFORMATION:

Street Address ________________________________________________________________________________________________________ City

Street

State

Zip

Mailing Address ______________________________________________________________________________________________________ Street

Phone Number (

E-mail Address

)____________________________________ Fax Number (

City

State

Zip

) __________________________________________

________________________________________ Web Site Address ____________________________________________

Enrolled By (Name and Address) ________________________________________________________________________________________ MEMBERSHIP TYPE REPAIRER MEMBER (check one) Collision Repair Shop Mechanical Repair Shop Both, Collision & Mechanical Repair Shops Other Repair Shop SUPPLIER/ASSOCIATE MEMBER (check one) Auto Paint/Crash Parts/Auto Parts/Wholesaler Equipment/Tool Supplier Manufacturer/Sales Agent Services (Computers, Software, Vehicle Rental, Other)

LIST OTHER SPECIALTIES ____________________________________ ________________________________________________________

Just like good tools and equipment, membership in AASP of Massachusetts is a valuable investment. AASP of Massachusetts works for you through such outstanding programs as: (1) management and technical training; (2) discount uniform rental; and (3) a wide variety of other business services.

Put AASP of Massachusetts to work for you today.

COMPLETE THE MEMBERSHIP APPLICATION AND RETURN IT WITH PAYMENT TO AASP OF MASSACHUSETTS.

Name ____________________________________________________

Nickname ________________________________________________ 2014 ANNUAL MEMBERSHIP DUES Total Due ....................................................................................$395.00 (The AASP membership year is from January to January 2015)

NEW! Political Action Committee (PAC) Donation ...............$_____ Check or Cash Credit Card:

Visa

MasterCard

Card Number: __________________________________________

Expiration Date: ________________________________________ Signature: ______________________________________________ Date: __________________________________________________

For oFFiCe USe oNly Check Number ______________________________Check date ________________________Check Amount ______________________________ date Joined ______________________________Member Number ______________________Next Bill date ______________________________

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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improving Sales in Just Three easy Steps

AdAlB opens regulations for discussion

continued from pg. 49

continued from pg. 10

the association will continue to advocate for fairness for repairers and their customers.

If you are not a member of the association, I strongly encourage you to join today. Throughout this process, we want to encourage changes that assist all registered repair shops in the Commonwealth, which means we want to hear from all sectors of the industry. Become a part of our voice and create changes with AASP/MA. Start 2015 - building the success of the auto repair industry.

Sincerely,

BEcOME AN ActiVE listENER. One of the most important skills needed for success in sales (and even life) is being a great listener.

Typically, listening today means listening to the first few words the customer says and then disengaging from the conversation so that you can develop your own response. Even worse, you talk over the customer because you feel what you have to say is more important than what the customer is saying. Actively listening to both the words your customer says, as well as how they say them, is a skill worth learning. How can you help a customer get what they want if you don’t fully listen to what they are saying?

You become an excellent listener by being patient and truly appreciating what the other person is saying. Just remember, agreement is not the goal; understanding is. Use listening signals when talking with your customer like shaking your head or injecting an occasional “I see” or “mmhmm” into the conversation. This lets the customer know you are really listening to them. Take notes and ask clarifying questions. Your goal as a listener is to get the same image in your mind as your customer has in theirs.

After your customer is done speaking, take a deep breath to make sure they are finished speaking and then rephrase what you heard in your own words to make sure that you “heard” them correctly.

3

Executive Director

MASSACHUSETTS BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

what the Future holds For you continued from pg. 37

prediction: Techs will need to invest in their hand tools, and shop owners will need to purchase newer consumables. Remember: Everyone is watching the quality of repairs. There are articles and videos all over the Internet on post-repair inspection, diminished value and lawsuits about poor repairs. The consumer is asking for this, and the people who are looking are often experts. If you don’t raise your standards, you will see more and more issues with the quality of repairs. This could directly affect you and your business.

In general, if your equipment has not been purchased within the past five years, your techs have not been to some kind of training in five years or your techs have never been tested on welding and everything we mentioned above is foreign and unbelievable, then you may need assistance in deciding what you want to do for a living in the future.

We hope this article has helped the industry to better understand what the future holds. Remember that today’s advanced construction and material vehicles will not let you repair them incorrectly. Improper repairs will break and fail if repaired incorrectly. Be proactive; protect yourself through education and training.

Feel free to contact us if you have any questions.

MASSACHUSETTS

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 info@PnL Estimology.com. The P&L website is www.pnlestimology.com.

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

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individuals end up with one year of experience repeated 20 times! Can you see the difference?

You decided to own your own business or pursue a career in sales and it is your responsibility to become the best that you can be. Getting better one customer at a time is a recipe for disaster as you waste opportunity after opportunity over time. It is your duty and obligation to cultivate your abilities and practice on your own time outside of work. You need to make yourself so valuable to the industry that your skills will always be in high demand. So…pick one of the topics above and get training!

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So there you have it. Three simple steps that, when followed, will improve your selling skills. Doing so will make you so valuable that you will always have a job, regardless of the state of the economy. People are out there getting their vehicles fixed and maintained somewhere right now; are YOU the one getting the job?

MASSACHUSETTS

BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

About rick white & one eighty Business Solutions Rick White is a managing member of One Eighty Business Solutions (180BIZ), a Virginia-based coaching and business solutions provider to the automotive and truck repair industries. Rick’s clients consider him a trusted advisor, helping them to increase profits and free time while reducing stress. If you would like more business tips and thoughts just like this, please visit our Facebook page at www.facebook.com/ 180biz. 180BIZ provides affordable, down-toearth, one-on-one business coaching with no long-term commitments and a money-back guarantee! To see how we can help you and your business, please email us at info@180biz.com or call (540) 833-2014.

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LEGAL PERSPECTIVE

continued from pg. 21

the lawsuit. Again, the awarding of these significant damages is not discretionary; if the employee proves his/her case, then the court must award these damages.

Conclusion: Massachusetts wage and hour laws are somewhat complex, but it is imperative that both employers and employees try to understand how they affect their particular situations. This

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article just touches on the basics, but hopefully, it gives an understandable summary of what the law provides.

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

New England Automotive Report

jcastleman@ prclawoffice.com.

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AUT M TIVE AD INDEX 180Biz ..............................................................49 American Honda............................................56 Audi Group ....................................................27 Axalta Coating Systems ..................................4 Bald Hill Chrysler Jeep Dodge Ram..............8 Balise Wholesale Parts Express ....................26 Baystate Chrysler/Jeep/Dodge ..................42 Bernardi Group ........................................30-31 Best Chevrolet ..............................................IFC BMW Group ..............................................38-39 BMW/Mini of Warwick ................................11 CCC One..........................................................23 Clay Subaru ....................................................52 Colonial Auto Group ......................................6 Empire Auto Parts..........................................25 Enterprise ........................................................53 First Chrysler-Dodge-Jeep-Ram ..................42 First Ford ........................................................42 First Hyundai..................................................42 Ford Group ....................................................44 Future Cure ....................................................10 Goyette’s Inc. Auto Parts ..............................25 Honda Group..................................................48 Hyundai Group ..............................................57 Imperial Chrysler-Dodge-Jeep ......................6 Imperial Ford ..................................................36 Infiniti of Norwood........................................14 IRA Group..................................................12-13 Jaffarian Toyota/Volvo..................................22 Kelly Automotive Group............................IBC Linder’s, Inc. ..................................................58 Long Automotive Group ..........................OBC Mazda Group..................................................47 McLaughlin Chevrolet ..................................46 Mopar Group..................................................23 NORTHEAST® 2015........................................7 Nissan Group....................................................9 Nissan World of Dartmouth ........................42 PPG ....................................................................3 Robertsons GMC Truck ................................45 Sarat Ford-Lincoln ........................................53 Sentry Group ..................................................28 Subaru Group............................................50-51 Tasca Group ....................................................54 Toyota Group..................................................35 Village Auto Group........................................34 VW Group ......................................................29 Wellesley Toyota/Scion ................................45