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Anthony Trama 973-818-9739 / anthonytrama@aol.com
BOARD ALLIED
Joe Amato, The Amato Agency 732-530-6740 / joesr@amatoagency.com
Mike Kaufmann, Mike Kaufmann Dealer Group 973-332-7014 / mkaufmann@adps.com
PRESIDENT/PUBLISHER
Thomas Greco / thomas@grecopublishing.com
VICE PRESIDENT/SALES DIRECTOR
Alicia Figurelli / alicia@grecopublishing.com
EDITORIAL DIRECTOR
Alana Quartuccio / alana@grecopublishing.com
SENIOR CONTRIBUTING EDITOR
Chasidy Rae Sisk / chasidy@grecopublishing.com
OFFICE MANAGER
Donna Greco / donna@grecopublishing.com
PRODUCTION COORDINATOR Joe Greco / joe@grecopublishing.com CONTRIBUTING
CONTENTS
Joe Amato, Sr.
Charles
Tom
Thomas
Wes Kearney
Jim Kowalak
Keith Krehel
Joe Lubrano
Michael Lovullo
Jeff McDowell
Jerry McNee
Sam Mikhail
Ron Mucklow
George Petrask
Russ Robson
Jerry Russomano
George Threlfall
Anthony Trama
Cynthia Tursi
Lee Vetland
Paul Vigilant
Rich Weber
Brian Vesley
Glenn Villacari Stan
And just like that, the 48th annual NORTHEAST® Automotive Services Show is over and done with. Although it must seem to everyone that I have been around forever…that’s almost true, but not quite. This year was my 40th NORTHEAST, and it’s really hard to believe that I’ve been involved with the longest-running trade show of its kind for four decades. Where did all the time go?
I would love to personally shake hands and thank each and every one of you who came out to support the show, but obviously I can’t, so I will do my best here.
To all our exhibitors and sponsors: Thank you for your never-ending support of AASP/NJ and the show. Many of you have been with us for decades, and I can’t thank you enough. And the same goes for those of you who were first-timers in 2025. We hope you enjoyed meeting the best of NORTHEAST’s automotive repair
by THOMAS GRECO, PUBLISHER
shops, and we look forward to seeing you again next year.
To all of our attendees: No show can last four years, nevermind four decades, without the people who come from shops near and far. Our base is definitely in the Northeast, but this year, we hosted attendees from as far away as California, Canada, Australia and Japan! Thank you for taking the time to come and visit us year after year.
To the AASP/NJ Board: Thank you for another year of being the backbone of the NORTHEAST show. Over the last few years, Board participation has been through the roof, and I can’t tell you how much I appreciate that.
To the Greco Publishing staff: My team starts working on the next NORTHEAST a week after the previous year’s show ends. They spend a year putting this massive endeavor together. As I always say, you would never know that such a small group is able to put on such a huge event. I would put my team up against the thousands who work on SEMA any day of the week.
Why Join WIN?
WIN offers education, mentoring and leadership development opportunities to build critical skills for success in the collision repair market.
• Local/Regional Networking Events
• Annual Education Conference
• Educational Webinars
• Mentoring Opportunities
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• Scholarship Program
• School Outreach Program
• Most Influential Women (MIW) Award
Special thanks to Alicia Figurelli, who is the heart and soul of the NORTHEAST show (as she is Greco Publishing). Trust me when I say that she could run the Super Bowl or the Olympics and it would be flawless.
So, on to next year when we get one year closer to the half-century celebration of the NORTHEAST show! Mark your calendars for March 20-22, 2026. We will see you then! Thank you!
Psychological Warfare via the DRP System
In last month’s article, we explored how insurers use psychological tactics – such as creating urgency, sowing doubt and applying financial pressure – to control the claims process and reduce payouts. (See grecopublishing.com/nja0325presmessage). That same psychological playbook is at work within one of the industry’s most impactful tools: the Direct Repair Program (DRP) network.
In the battle over automotive insurance claims, DRP shops have become one of the most powerful mechanisms insurers use to shape consumer behavior and influence repair outcomes. While DRP partnerships are often marketed as convenient and efficient, their real function is far more strategic: they give insurers control over repair costs, processes and outcomes. This control doesn’t just affect the repairers within the DRP network – it also impacts independent shops and, ultimately, the consumers who trust them with their vehicles.
This article is not intended to disparage or discredit
by KEN MILLER
repair shops that have chosen the DRP business model. Many DRP shops perform quality repairs and strive to serve their customers well. Instead, this article aims to highlight how insurers have leveraged the DRP system to contain costs and, increasingly, are making unreasonable demands of their DRP partners. These demands can pressure shops to cut corners or accept compensation that does not reflect the complexity and cost of modern vehicle repairs.
The psychological warfare insurers wage through the DRP system is one of their most effective tools. By subtly pitting DRP shops against independent repairers, insurers manufacture a sense of competition designed to fracture the industry. DRP shops are positioned as “team players,” accepting restrictive pricing and procedure mandates to secure insurer-referred work. Independent shops, meanwhile, are portrayed as “difficult” or “overpriced” for adhering to OEM standards and charging fair market
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2025
AN ADVENTURE TO NEW HEIGHTS
It was an adventure from start to finish! Upon arrival, every NORTHEAST® 2025 Automotive Services Show attendee was presented with an itinerary filled with opportunities for learning, earning, socializing, celebrating and more. Held at the Meadowlands Exposition Center (MEC) in Secaucus March 14-16, NORTHEAST 2025 was the place for the industry to connect as it brought automotive and collision repair professionals to the Garden State to experience what is often referred to as “the SEMA of the East.”
Whether they travelled a few miles or thousands, attendees took in all the many attractions – swarming the aisles of the MEC to eye the innovations and resources, filling the classrooms to learn from some of the industry’s most knowledgeable minds, competing for prizes in the Bodywork Bowl Collision Repair Skills Competition and connecting with other industry professionals.
“The enthusiasm for this year’s show was just immeasurable,” boasts AASP/NJ President Ken Miller. “NORTHEAST 2025 marked the 48th year that AASP/NJ has put on our flagship event, and it’s amazing to see it grow more and more year after year. Next to SEMA, it is the
RECAP BY ALANA QUARTUCCIO & CHASIDY RAE SISK
PHOTO COVERAGE BY JARGAPIX
2025 RECAP
ACHIEVING OPERATIONAL SUCCESS BY ELIMINATING CHAOS
Production management can be a lot like firefighting.
When chaos ensues in the body shop, the solution goes deeper than just putting out the flames. Rather, it’s identifying and attacking the underlying problems that led to the alarm.
David Luehr (Elite Body Shop Solutions) and his team set out to help collision repairers improve their workflow and cycle time in his preshow workshop, “Fundamentals of Operational Success” on Thursday,
March 13. Luehr identified the three root causes of operational failure lie in WIP (work in process) management, repair plan accuracy and parts management, promising that “if you can get laser focused on these three things, the majority of the chaos will go away.”
“Having more work won’t make you richer. Producing more does,” he stressed. Cycle time is really just a mathematical equation, Luehr illustrated, adding that shops tend to buckle under a “scarcity mindset.”
“They think every job could be the last one, and they don’t want to see that car go to another shop.” But grabbing those keys leads to too many cars clogging up the cycle time funnel. He reminded the audience, “Excess WIP is your enemy” and that “inventory costs you money.”
Establishing a pre-production pool can serve as a buffer to feed production, so there are no bottlenecks in the system causing a paintbooth to go unused for an hour, for example - which could be an
second largest trade show of its kind. Automotive and collision repair professionals from all over know this is the place to be every March to experience everything they can in order to stay current on fixing tomorrow’s vehicles.”
Having a five-star reputation for nearly five decades is clearly a strong reason NORTHEAST continues to be so successful with some of the top industry brands who come back to the MEC every year, such as Platinum Show Sponsor BASF.
“It’s important to support the industry and the local market around here and support our distribution partners as well,” said BASF’sTina Nelles, who noted the good traffic over the weekend, adding the show offered “the opportunity to highlight our baslac line, which is the perfect balance between quality and value. It’s been in the market for a couple of years, but we are really trying to get the word out there.”
“It’s really the best bang for the buck of
expensive loss of time.
Brent Henkle showed the audience tracking tools the Elite Body Shop team has developed to help shops categorize jobs and create a production schedule. Creating a visual is key. “Most shops struggle with visibility because if you can’t see it, you don’t know [what you are dealing with],” he elaborated.
Luehr suggests moving away from the term “blueprint” and has instead coined the term enhanced repair appraisal (ERA), which he believes is much more effective as it involves the triage stage of pre-production and is a better way to communicate the process to customers.
How a shop differentiates itself from the rest is also key in success. “Figure out ways to stand out,” Luehr said. “Shops need to stop doing what is considered mediocre and start doing the things that will set you apart.”
all the trade shows,” offered Brian Evces of returning Education Sponsor AirPro Diagnostics. “NORTHEAST is one of our favorite shows. The turnout is always really good. It’s really a buyer’s crowd as you get a lot of people who are the decision makers looking to add certain equipment to their shops or business. We love being here to support the show and its educational component.”
Silver Show Sponsor Alloy Wheel Repair reported another year of success on the floor.
“We’ve had good success introducing our new list price model,” shares Dale Huckabee of Alloy Wheel Repair Specialists. “We’ve been partnering with a lot of carriers, which is going to benefit shops greatly – allowing them that extra markup on repairs versus replacement. It’s always great seeing our local customer base come through and to collaborate, meet, get feedback and the fellowship.”
David Luehr
2025 RECAP
TAPPING INTO THE POWER OF TECHNOLOGY VIA CCC ONE
Advanced technology certainly has brought upon incredible change in the automotive world. That statement does not just apply to the inner workings of vehicles. This goes well beyond ADAS features. Technology has brought everything from production scheduling to photo estimating and just about everything in between right into the palm of a repair technician’s hand.
Craig Stevens (CCC Intelligent Solutions) joined Mike Anderson (Collision Advice) in Friday’s all-day workshop to clue users in on the many CCC features they likely may not be aware of, let alone utilizing. In fact, it’s believed that people are only using about 20 percent of what CCC has to offer.
Anderson cited a list of issues that may be happening in one’s shop that could be causing a technician to underperform and identified how tools via CCC’s production planner can help address those problems.
Stevens went through various functions of CCC’s online system as well as Mobile Jumpstart to show users the many ways they can be more efficient, especially in a world where everyone has a computer in their pocket.
“People are obsessed with their phones,” observed Stevens, who has witnessed a concertgoer at Metlife Stadium in East Rutherford, NJ actually watch Bruce Springsteen via his phone screen rather than enjoy the experience. Recognizing that this is the world of today which includes customers’ mindset of wanting “everything right now,” CCC has created tools body shops can use to deliver instant responses to potential customers.
Phone use in the shop used to be frowned upon, but that is no longer the case. In fact, Stevens strongly believes customers will view on-site writing via a phone to be impressive.
Although writing estimates based solely on photos is not allowed in New Jersey – and is frowned upon most everywhere else – people want things to be “radically easy,” Anderson pointed out.
“When you receive photos, you can understand the damage.” He suggests shops
don’t use the word estimate but rather invite the customer for a virtual or in-person consultation.
“It opens a whole world of being able to tell a customer to not drive the car; [the shop] will send a tow, or if it appears minor enough, advise they come to the shop for a consultation. This allows the shop to triage their work.” Features such as the repair cost predictor leverages AI to give consumers a rough idea on cost at their convenience.
AI comes into play with many of these features; however, Stevens assured this will never eliminate what he calls HI (human intelligence). “We truly believe it needs to be a combination of both things. CCC isn’t designing Mobile Jumpstart to replace an estimator, and I can give concrete examples of how that will never happen.”
CCC One has a number of integrations available via its secure share marketplace so users can link up to the other providers they may work with, such as their ADAS calibration reporting system, resulting in increased efficiency.
Mike Anderson
Craig Stevens
2025 RECAP
CALIBRATIONS: IN-HOUSE OR SUBLET?
With over 90 percent of modern vehicles being equipped with ADAS features, shops must find ways to keep up with the influx of technology and identify the best ways to calibrate. Brian Evces and Joe O’Leary (AirPro Diagnostics - Education Sponsor) engaged attendees as they explored how shops can enhance efficiency, boost profitability and manage liability during “Small Shops, Big Leaps: Leveraging Technology to Compete with Industry Giants.”
“These systems don’t work independently; they talk to each other,” O’Leary pointed out. “They’re all connected
over the internet, and this is going to make everything more complicated as we go along because we’re going to add more features to the systems that already exist in vehicles. It’s going to continue evolving.”
Although 70 percent of vehicles being brought in for repairs require calibrations, only around 30 percent actually receive a calibration, according to Evces. “We’re failing as an industry. There’s a whole lot of opportunity.”
While some shops choose to sublet calibrations to third-party companies or dealerships, others have decided to bring the task in-house, even opening separate companies that specialize in calibrations. Regardless, liability falls on the shop under contract with the customer.
To fill the workforce gap, Evces noted that a lot of shops are hiring apprentices, suggesting younger technicians who grew up with computers are very comfortable in this space and make ideal diagnostic technicians. Still, no individual can be an expert in all makes and models, so it may be advisable for shops to train their diagnostic technicians to specialize in the vehicles most frequently repaired in their facility and sublet the less common models.
NAVIGATING THE COLLISION INDUSTRY THROUGH CONVERSATION
Since the Society of Collision Repair Specialists (SCRS) revealed the results of the blend study at the end of 2022, conversations have been non-stop. In fact, the entire study was done to invoke conversations – the right conversations leading to progress and change. SCRS Executive Director Aaron Schulenburg appeared on the NORTHEAST stage to demonstrate how the results and the actions taken by the information providers (IPs) to do away with decades-old info in favor of on-the spot evaluations can be used to a shop’s advantage, provided one’s repair planner is fully clued in on how to use this vital information.
“If you want your team to succeed, they need to have the resources and tools in order to have more elevated conversations,” suggested Schulenburg. Uttering “the study says” does not work, he added, so “it’s incumbent on us to use the training and resources to get paid properly.”
Success may not happen overnight, therefore consistency is key.
“You can’t work out once and get stronger or thinner; you have to commit. It may feel like you’re not making progress, but when you look at things over a
period of time, you can see the benefit of a documented routine and repetition. Shops that are successful are having the conversations, leveraging more information that demonstrates an understanding of the tasks, and accomplishing that success through consistency.”
This applies to all things in addition to blending, he reminded the audience. “If you make [your team members] experts by providing them with better information, you put them in a position to win more frequently.”
Schulenburg also notified the audience of the efforts SCRS, the Automotive Service Association (ASA) and the Alliance for Automotive Innovation (Auto Innovators) have taken with proposing landmark Right to Repair legislation – the SAFE Repair Act – which puts emphasis on safe, proper repairs and consumer protection.
Brian Evces
Joe O’Leary
Aaron Schulenburg
2025 RECAP
NO NEED TO SPECIALIZE; JUST DIFFERENTIATE
It seems like the collision repair industry never stops changing, but David Luehr (Elite Body Shop Solutions) offered shops an alternative to getting swept away with recommendations to “Rev Up Your Business!”
As consolidation continues speeding up, many industry leaders suggest that shops need to specialize to stay in business, but Luehr calls BS. “People confuse specialization with differentiation,” indicating that shops can survive and prosper by being willing to step outside their comfort zone and stand out from the crowd.
“Doing what everyone else does leads to mediocrity, but you have complete control over your ability to differentiate your business by how you treat customers,” he insisted, warning that CSI (customer service index)
creates a false sense of security since it’s not a true measurement of whether or not customers will refer a shop.
“CSI is a great feedback tool, but it’s not everything.” He listed three things that must happen before a customer will actually refer your business: confidence, integrity and pride. “If you nail these, your business will organically grow.”
Exploring the difference between transactional and transformational customer service, Luehr explained that the transactional approach gets the job done, but a transformational approach creates lasting relationships, customer advocacy and business growth. He encouraged shops to embrace an abundance mindset where they recognize “there are plenty of customers to go around,” but when asking why a customer should choose your shop over a competitor’s business, it’s important to identify your unique selling proposition (USP), which is “a distinct feature, benefit or value that sets a business, product or service apart from its competitors.”
He closed his session with a powerful reminder: “Everybody has the ability to differentiate and own the markets you serve!”
THE IMPORTANCE OF WHEEL ALIGNMENT IN ADAS CALIBRATIONS
The age old “set the tow and let it go” mantra just won’t do in the ADAS world. Wheel alignment standards have been largely understated over the years, and this absolutely can’t continue because “vehicles have to
be aligned properly to make sure they behave as intended,” Chris Sobieski (Snap-on Equipment) explained.
ADAS technology is “coming at us fast and furious.” Initially, calibrations were focused on the point of impact, but “manufacturers realized that energy enters and exits the vehicle, causing things to move and shift, so the entire car has to be thought of as an envelope.
“We can’t defy physics, but we can alter and reduce the velocity of mass to make less force, so if a vehicle is driving at 60 miles per hour and it slows down to 30 miles per hour, the severity of impact will reduce. That is why we have to make sure everything is working properly.
The vehicle has to be returned to ‘a ready-to-crash state.’ The vehicle is designed to get into an accident so it protects the occupants and after it’s been repaired to be able to function that way again [if it were to be in a subsequent accident].”
A misaligned vehicle will not be able to function as intended. He advised that repairers follow manufacturers’ guidelines. “Once a vehicle goes into service, you have to account for cargo and fuel, and the alignment will move without tolerance, so you can’t start at one extreme.”
David Luehr
Chris Sobieski
2025 RECAP
REPAIR FORD VEHICLES WITH CONFIDENCE
Vehicle manufacturers invest a lot into designing, manufacturing and testing their products, which is why it’s so important to recognize their expertise when repairing those vehicles. Gerry Bonanni of Ford and I-CAR’s Bud Center provided insights during an “I-CAR Ford Collision Repair Workshop: Repairing with Confidence” as they engaged attendees in the interactive session.
“The day you stop learning, you might as well just move on,” Bonanni stressed, noting the importance of ongoing training in order for shops to ensure they’re able to “be safe and deliver each vehicle to its pre-accident condition.” Acknowledging that vehicle complexity is constantly increasing, he insisted, “Researching up-front is even more critical now than in the past, and shops should be going to the source, to the OEM’s resources.”
Repairers can gain access to all procedural information, recalls, diagnostic tool support, training and many additional resources via fordserviceinfo.com and fordcrashparts.com
Center agreed. “Proper repairs are all about keeping the consumers safe, so we have to make sure repairers understand the procedures so they’re
safely and carefully performing those repairs the right way.”
Bonanni noted that Ford is reviewing a lot of its position statements in an attempt to make them more helpful for shops, especially when it comes to insurer negotiations, and attendees offered feedback that it would be beneficial to include words like “must” or “required” whenever possible. Efforts to update position statements are especially vital when it comes to ADAS, which Bonanni referred to as “the wild wild West. We have different systems on all the vehicles, even on different models in the F-series. It can be a nightmare, but we’re trying to improve them to help shops.”
Perhaps the most important message Bonanni imparted was, “Do not deviate from factory procedures. Listen to the OEM. There are people out there who think they know better than we do; they don’t. Do not listen to false prophets!”
Center plugged I-CAR’s Repairability Technical Support portal (available at rts.i-car.com), which contains a wide variety of OEM information.
The idea of NORTHEAST being the “SEMA of the East” attracted Florida-based Custom Paints, Inc. to make their debut at the show this year. According to Justin James, president of Custom Paints, Inc., “We normally do SEMA every year for the past 14, and a few of our colleagues mentioned NORTHEAST, so we decided to give this show a try as we’ve been looking to branch out.” He appreciated the environment NORTHEAST provided to interact directly with the body shop owners. “I like to work directly with the body shops; it’s not always the jobbers, so it’s nice to be able to interact with the body shops and other companies. It’s a good mix.”
Rob Snyder of Gold Show Sponsor Matthew’s Auto Supplies was proud to have the company return for a third year in a row. “We love to support AASP/NJ’s show. We have a strong
hold over New Jersey and Pennsylvania. We love coming here to share our knowledge on things that we like to bring to the shops from our consulting side and then obviously new equipment, paint, material products and all the services we provide to all our shops.
“It’s been a great year, and we really
Bud Center
Gerry Bonanni
2025 RECAP
READY TO
SELL? WHAT’S NEXT?
Every shop owner exits the business at some point, but what do they do after they sell? Laura Gay (Consolidation Coach) and Matt DiFrancesco (High Lift Financial) dove into this topic during “How to Create and Achieve Your Post Shop Life.”
DiFrancesco opened by citing a survey that indicated 75 percent of business owners regret transitioning their business a year after selling because they never identified what their post-shop life looked like. “For 20, 30, 40 years, you built this business, and that was your identity. Any exit is like putting the pieces of a puzzle together…have you ever tried to construct a puzzle without looking at the picture on the box?”
Envisioning that picture –developing a personal vision – is the first step to planning an exit.
Gay pointed out that collision repair professionals are very diverse and talented, so the possibilities are endless.
After developing that vision, the next step is to determine the value of the business and its current cash flow to create a roadmap. “One of the biggest mistakes I made when I sold my shops was leaving money on the table,” Gay
admitted. “Taxes were another area I made a huge mistake on because I simply didn’t know.”
Consolidation is still a major consideration for many shop owners exiting the business, but once they acquire enough shops in any given area, they move on. “Sell when the buyers are there because that’s when the higher deals are available,” Gay recommended. “The key thing that drives development is which markets are slated for growth in the next 20-30 years.”
She suggested that shops can take advantage of the current buyers’ market…or take advantage of the best time in the past 30 years to be an independent collision repair center. DiFrancesco has a “real passion for the independent business” and believes “it’s going to continue thriving.”
“If your shop is more than 75 percent dependent on you, you just have a job,” DiFrancesco insisted. “Making the shop less dependent on the owner benefits you in a third-party sale or an internal transfer.”
“OUTSIDE-THE-BOX” ESTIMATING TIP AND TRICKS
Unfortunately, there is no magic wand when it comes to getting paid fairly. It comes down to hard work and outside-the-box thinking, according to Benjamin Stephens of Matthew’s Auto Supplies, who supplied a toolbox of “Estimating Tips and Tricks” to a standingroom-only audience.
“What I focus on the most is raising my average RO,” he shared, clarifying that it can be deceiving at times as other factors – like technology in these vehicles that costs more – can raise your average RO. He then sets out to figure out how to make money in various categories such as body labor, paint labor, sublets, etc.
“As the estimator, I’m the farmer. I plant the seeds. I put it on the estimate. You can write whatever you want, but you still have to get paid. I have to harvest it. Who am I feeding? The technician. What do technicians want to eat? Hours. So the more hours I can get them, the happier they are and the more we can raise our average RO.”
Stephens pointed to various resources repairers can use to get them the necessary OEM procedure information as well as free tools like the Database Enhancement Gateway (DEG), where one can access tons of not-included operations to consider.
Stephens shared “Estimating Tips & Tricks” with a packed room of NORTHEAST attendees
How items are presented on the estimate is key. “The more things I get out of miscellaneous operations and into the body of the estimate, the more likely I am to get paid. Insurance people are trained to look at the bottom of your estimate, at the number and look at miscellaneous operations and start taking things away. So I’m going to put things in miscellaneous operations that may or may not get paid and use them as successions.”
Matt DiFrancesco
Laura Gay
2025 RECAP
ADAPTING, ASSISTING AND ADVANCING IN ADAS
It is still very much the “wild west” out there when it comes to ADAS. Moderated by Liz Stein (Certified Collision Group), Tommy Ames (1Source ADAS), Greg Peeters (CAR ADAS Solutions), Steve Dawson (Hunter Engineering), Chuck Olsen (AirPro Diagnostics) and Joffrey Starcher (TEXA) explored the advantages and disadvantages of performing calibrations in house, liability considerations and then some during this panel discussion.
Performing in-house calibrations can allow a shop to have more control over the repair, provided one is skilled in performing calibrations correctly, as Olsen pointed out. It really comes down to knowing what you are doing. “You are more than likely going to have to sublet a portion of the work if you have a weakness in the skill set,” he suggested.
Ames noted the financial investment it takes to bring calibrations in house. “You’ve got to have the volume for a return on investment.”
Starcher highlighted the millions of dollars surrounding ADAS, believing that it’s likely to be around $129 billion by 2029. “We all want to try to find where our spot in this is and where we can begin, whether you want to start small with dynamic calibrations, with the right tools before you get into statics, which require space and equipment.”
Whereas large dollar signs do come into play when investing in ADAS calibrations, perhaps the biggest investment lies in the technicians themselves. Dawson pointed out, “We need to make sure that we’re investing in that technician.” It’s not just about having someone capable of hitting buttons when everything works fine
40-50 percent of the time. Shops need someone with the expertise to know what to do when calibrations fail.
Peeters cautioned that liability can fall on the shop when subletting the work. “You have the contract with the customer to restore it to its pre-accident condition. That liability falls on you.”
Panelists reminded the audience that they need not be afraid to ask for documentation from a sublet. Dawson said it should go beyond “here’s my invoice” as the shop should be given complete documentation including the printout from the scan tool and other related photos. Verification from other shops can also ease a shop’s mind when subletting work. “A lot of shops have that competitor mentality, but don’t be scared to ask your neighbors,” Ames suggested.
Training is something that should absolutely not be overlooked. Being “YouTube certified” is not a valid form of training, Peeters pointed out.
Olsen appreciates the younger people coming into the industry and advises shops to be prepared for the mentorship that comes with it. One of the biggest things he’s learned over the years is to “focus on doing things right on the vehicle every time and not about how much money one will make on that job.”
“You have to be open to change,” Ames recommended, which he applied to even the most seasoned repairer. “Technology has been taking over, and you have to be willing to learn. Never stop learning, never stop training. Things are changing daily.”
Liz Stein, Tommy Ames, Greg Peeters, Steve Dawson, Chuck Olsen and Joffrey Starcher
It’s time to embrace artificial intelligence (AI), according to Taylor Moss (OEC). Rather than fear it, this rapidly evolving form of technology is something that can be used to “supercharge” one’s business.
AI could hit like a tsunami if one is not properly prepared for the storm, Moss illustrated. “The difference is that you can get on the wave and get with the flow.” A business doesn’t have to go all in 100 percent; they can tread their way up slowly. “Start embracing it now – start getting it on your side – or it could take you by surprise and be a big storm you will have to deal with.”
One of the ways AI has been helping in the body shop is through advancing the customer experience. The reality is that shops are letting customers slip through the cracks because most customers want to do business with a shop after hours. Capturing business is also reliant on “speed to lead.” For those shops that have been using text message communication, Moss clued them in on the fact that customers expect to hear back from a business they texted within five minutes, “so it’s critical to get new leads very quickly.”
AI tools like Body Shop Booster’s virtual AI assistant is “very powerful” in its ability to interact with the caller and capture enough basic information to get things started. To further demonstrate how this technology can be used, Moss showed the audience a virtual AI assistant he calls Hey Lily that he created in just two hours time the previous night.
AI can contribute to the estimating world as well. Moss shared a tool he’s working on that can research damage and find repair procedures, freeing up a shop’s high-valued estimators to have the time to review the files as 80 percent of the work is already done.
STAY HUMBLE, STAY HUNGRY
There are two main things a collision repair professional needs to do to succeed in this industry: “Stay Humble, Stay Hungry.” Mike Anderson (Collision Advice) had the audience shouting this mantra at the top of their lungs as he fueled them up for the many evolutions and innovations that are coming down the pike.
Anderson reminded all of the simple fact that people come to the shop because they want their cars fixed. “We have to be humble and patient when dealing with customers, and we have to stay hungry. When you think you know it all and you don’t research procedures, you are going to be humbled. We have to continue to want to learn.
“The number one KPI to focus on in 2025 is capture rate,” he advised. Over the years, body shops have inadvertently become more like order takers. To change that, “you have to learn how to upsell. You have to figure out how to get them to fix things like chips in the door.”
Software as a service is going to be the focus of OEMs, he predicts. Today’s vehicle owner wants a personalized experience; the vehicle of the future will be “like your personal concierge,” according to Anderson who cited the many things vehicles will be able to do, such as calling one’s dentist, making an appointment and adding it to one’s calendar.
It’s absolutely why collision repair shops need to accept that “OEM certifications are here to stay, and they are going to grow.”
Customer pay is also on the rise. “More and more people are paying out of pocket. We need to ask customers if they have decided to go through insurance or pay out of pocket. We need to develop a consulting approach to alerting them to the pros and cons.”
Anderson fed the audience members’ appetites with lots of food for thought, including that they must embrace technology, especially AI.
Taylor Moss
Mike Anderson
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OEM CERTIFICATION: DRIVING THE FUTURE 2025 RECAP
OEM certification is “the new black,” but collision pros are confident it’s more than simply a trend. Liz Stein (Certified Collision Group) moderated a panel of industry experts, including Mike Anderson (Collision Advice), Dave Gruskos (Reliable Automotive Equipment), Gabriel Morley (DEKRA North America), Taylor Moss (OEC) and Ken Park (Volvo Cars), who examined critical topics and updates surrounding certification programs.
When it comes to how OEMs determine which tools and equipment shops need to purchase, it all “really comes down to the vehicle itself and what needs to be done to restore it to pre-accident condition,” Park explained, stressing that the decisions are based on the materials used to manufacture those vehicles. It’s also important for the recommended tools to be available internationally, enabling shops around the world to access them, Morley added, and Anderson suggested that before purchasing any equipment, shops make sure the OE doesn’t require them to purchase it from a specific vendor because “they want to be very intentional about knowing where the equipment is and what software updates are needed.”
Choosing the right vendor is another important consideration. Gruskos recommended asking
for proof of a company’s liability insurance. “If they don’t have it, it becomes your problem.”
Investing in the right tools, equipment and facility upgrades is a bare minimum requirement for certification, but “that’s just the start to get into the game,” Moss said. “Proving you have the tools to do things right doesn’t prove you’re going to do it.” He emphasized the importance of following repair procedures and stressed the need to pull the procedures for every single vehicle, even if the same repair was just performed. “Even if you did this repair on the same car last week, that doesn’t mean the procedures are the same. They change quickly.”
“No one should be fixing cars without accessing OEM procedures,” Park weighed in. “There’s no room for error.”
Morley acknowledged that multiple OEMs are moving away from the one-time audit and getting more proactive in asset management, such as waste management and electricity consumption to meet environmental compliance guidelines. Gruskos added, “It’s about more than buying equipment; are you using it and servicing it to keep a safe environment for your employees? OEMs are watching what everyone is doing because they are trying to make the world a better place.”
Meeting certain standards is important to create the type of customer experience that OEMs attempt to deliver to maintain brand loyalty. “Customer expectations are at an all-time high,” Park claimed. “Luxury vehicle owners expect to be treated well, and it’s really easy to lose them. Shops really need to deliver on the customer experience.” They also need to develop relationships with the dealerships that sponsor them, and panelists suggested various ways to create and maintain those relationships.
A common complaint from certified shops is that there’s no return on their investment, but Anderson believes that’s often the shop’s fault since they are neglecting to advertise their certification. He also assured shops that OEMs are reevaluating their programs to identify ways to “raise their standards and stay dedicated to safe and proper repairs while treating customers with the utmost integrity.”
Panelists believe the future is OEM certification. “If OEMs weren’t the future, we wouldn’t see MSOs shifting to them in their targeted acquisitions,” Anderson pointed out. “OEMs have data and insights, and many are stepping up and holding certified shops accountable. I’m excited about the future!”
Liz Stein Taylor Moss
Mike Anderson
Gabriel Morley Ken Park
Dave Gruskos
2025 RECAP
THE ART OF LEADERSHIP THROUGH COMMUNICATION
Being a good leader starts with being a good communicator. Jim Saeli (DRIVE) demonstrated how effective communication can be the answer to many of a body shop owner’s problems.
“You’re [here] hoping to learn something about leadership because you probably are dealing with people in the shop who have different attitudes and ideas. All that comes into play, not to mention the problems you have getting through the day to day,” he outlined.
Saeli once worked for someone who did nothing but yell at him for weeks.
“That is a leadership style, and things can get done that way, but what kind of shop atmosphere is that
continued from pg. 23
like? There’s tension. Everyone walks on eggshells.” It was not shocking to learn that this “leader” had a revolving door.
“A true leader, in any business, will have folks who actually like working there,” he informed. “Create a positive culture in the shop, and you
appreciate the opportunity to be involved as a Gold Sponsor,” he added. “We look forward to next year!”
Media Sponsor INDASA USA is another eager participant of NORTHEAST every year. “We love this show!” declares Bill Nagel of the Fairfieldbased company. “It is one of the best ROIs in a trade show.”
“We started out with a small table space, and now we’ve expanded into this great 50foot booth,” INDASA’s Tracy Samanka added. “NORTHEAST is really important to us because we’re headquartered in Fairfield, which is right down the road. We get to see a lot of local customers and distributors and showcase our products. It’s a great show, and we like to come back to see old friends and family to continue to showcase what we have to offer. The show is good for us because it draws people from so many states, and we get to see all the activity here versus other shows.”
“AkzoNobel was happy to have a large exhibit and be a Silver Sponsor of NORTHEAST,”
won’t have problems finding people.”
Communicating effectively also pertains to how one handles issues in the shop. Saeli says many times a worker may not be performing a job right because “a lot of times it’s a matter of misunderstanding because the person doing the job didn’t understand what you are trying to accomplish, so it’s about you getting better at spelling those things out in order to accomplish that.”
One has to learn to understand where others are coming from in order to communicate on their level.
“An excellent communication is the successful interchange of ideas or feelings.”
states Jen Poliski of AkzoNobel. “Putting our Lesonal refinish paint line in the spotlight was well received by attendees – both existing and prospective customers alike. We displayed a beautiful 1963 Corvette Z06, proudly painted with Lesonal, thanks to builder Doug Ims at Starlight Restorations and owner Andy Cannizzo. Our sales and services team showcased our production software Carbeat, digital color tools Mixit and Automatchic and diverse product portfolio.”
Jim Saeli
Certified
2025 RECAP
AASP/NJ GRANTS $5,000 WORTH OF TOOLS
TO TWO YOUNG TECHNICIANS
AASP/NJ’s Young Technician of the Year Awards have become a tradition at NORTHEAST. The 2025 show marked the fifth consecutive year the association was able to carry out its mission to recognize members of the up-and-coming generation by gifting $5,000 worth of tools and supplies.
Xavier Rivera (Lititz Collision & Repair; Lititz; PA) and Nerissa Sime-Zuluga (DeFalco’s Autobody; Chatham) received toolkits loaded with supplies – valued at $2,500 each – thanks to generous donations from SPARK Underwriters and World Insurance Associates. Once again, AASP/NJ worked with Auto Body
Distributing Co. to put together the recipients’ prize toolkits.
“We’re just really happy to be able to give back to the industry,” said Joe Amato, Jr. (World Insurance Associates). “It’s not easy to get new people into this industry, so it’s important to reward the ones who are engaged and interested in collision repair careers.”
“It’s critically important that we support the next generation,” shared David Willett (SPARK Underwriters), who added that the best in the business are those who take others under their wing, and that causes them to continue to get better as well. “It’s really about lifting the boat for
everyone.”
“I feel very lucky to have been chosen for this,” commented Rivera. “To receive free tools is a big blessing.” Rivera has had an interest in automotive work since he was a boy watching his father detail cars. He started off interested in either mechanical or auto body, but as the years went on, he became more exposed to auto body work. He attended technical school in Lancaster, PA and later began working for Barry’s Paint Shop, which has since become Lititz Collision, and that’s where he discovered his love for the trade and is eager to pursue a career in the field.
Sime-Zuluga studied at Morris County Vocational School and has been enjoying the experience of working for AASP/NJ member shop DeFalco’s Autobody for the past year. “The people are amazing; they’re welcoming and friendly. It’s a great environment, especially for being a woman in the industry as it can be a little scary. I owe it all to my teacher, Lou Rosso. He taught me everything I know. I’m here because of him. If I didn’t understand something three times, he’d explain it four or five times. He told me about DeFalco’s. I applied there, and I got the job. Working on cars is amazing, and it’s rewarding to see the final product leave the shop versus how it came in.”
Sime-Zuluga plans to continue her work in auto body and has ambitions to open her own shop one day.
SPARK Underwriters also donated a Women’s Industry Network membership for Sime-Zuluga. “It’s a very worthwhile organization,” commented Willett. “There’s a strong misconception that there aren’t women in collision repair. In my experience, there’s a high percentage of quality shops out there that have a woman influencing them.”
Joe Amato Jr., Christina Sepulveda, David Willett, Nerissa Sime-Zuluga, Joe Amato Sr., Xavier Rivera, Ken Miller
In just three short years, the NORTHEAST Bodywork Bowl Collision Repair Skills Competition has become a highlight on the show floor!
The third iteration of the fun and friendly competition once again drew crowds of spectators to watch as collision repair professionals jumped into the ring to test their skills in the areas of estimating, painting and welding. The Bodywork Bowl was inspired by the Texas Auto Body Trade Show Big Shots Competition hosted by the Auto Body Association of Texas (ABAT). Jill Tuggle, executive director of ABAT, returned to NORTHEAST to serve as a coordinator once again!
There was some serious competition in the estimating category as previous winners came back to defend their titles. Tyler McNee (Ultimate Collision and Repair; Edison) took home the first place title, beating out last year’s winner Doug Begin (Vendetti Motors; Franklin, RI) who took second place this year, while previous third place winner
PAINTING
1st place: Riki Ventura
2nd place (tie): Avihash Budram and Matthew Spicer
Kelly Bauer (Gifford’s Auto Body Repair; Manville) came in third once again.
It was McNee’s first time entering the competition. He noted his background in estimating, which includes “training from some of the best around,” and was happy to take home the prize. “I have a newborn at home, so any money helps. I’m really grateful.”
Riki Ventura (O’Neil Collision Center; Hatboro, PA) did not expect to place – let alone take home the top prize in the painting competition. “I really surprised myself,” he said, noting that he feels relatively new to the industry having gotten his start in 2018. “I entered the competition on a whim, and I didn’t expect to win. I knew there had to be a lot of guys taking part who had been in the industry a lot longer.”
Hugo Morales (Ferraro Body and Fender; Brooklyn, NY) beat out the competition in the body/welding category taking home a mig welder machine.
BODY/WELDING
1st place: Hugo Morales
2nd place: Phil Hendrickson
3rd place: Mike Keenan
Various vendors took part in the competition by providing equipment and prizes, helping to make the event a huge success! CCC Intelligent Solutions and Enterprise RentA-Car provided the materials for the estimating competition. Prizes included $500 in cash for the first place winner, $200 and a swag bag for the second place winner, and the third place recipient received a $100 cash award. AkzoNobel sponsored the painting competition with the first place winner receiving a paint gun set, the two winners who tied for second and third place received swag bags. Nitrol Innovations, Metropolitan Car-o-liner and Solidus contributed to the body/welding competition where the first place winner received a brand new mig welder, second received a fender stand, and third place took home a welding jacket.
2025 RECAP
continued from pg. 35
“AASP/NJ’s NORTHEAST Show is the premier event for collision repairers and vendors in the Northeast because it really brings together a bestin-class offering of educational events, trade show programs and networking opportunities for the industry,” offers Karl Kirschenman of Innovative CRTE (Lanyard Sponsor). “It’s really dedicated to the folks who aren’t necessarily going to head out to SEMA.
“It’s an event to take advantage of,” he continues. “You can come after work on Friday and Saturday and Sunday as well to see all the equipment up close and personal. You can touch, taste and get your hands on it so you know what you are buying and can compare apples to apples and see what’s going on in the industry. There is no substitute for being able to talk to your colleagues and figure out what is going on in the business and learn how to improve your business. Then there’s the educational events. One can’t afford to miss Mike Anderson as it is always an opportunity to learn from the master.”
“It’s always great to see
the industry come together at NORTHEAST, and this year was no exception,” relays Alicia Figurelli, senior vice president of Thomas Greco Publishing, event managers for NORTHEAST.
“We work hard all year to make sure each NORTHEAST is an improvement upon the last, and the engagement we saw this year from all stakeholders – from our exhibitors and sponsors to the class attendees and professionals walking the floor – was invigorating. We look forward to building on the success of this year’s show to make NORTHEAST 2026 even bigger and better! Stay tuned!”
“Everyone I’ve spoken to has cited the value they got from investment at NORTHEAST,” Miller adds. “Next year will be no different! We’re already making plans and counting down the days!”
AASP/NJ thanks the generous sponsors who supported NORTHEAST 2025: BASF (Platinum Show Sponsor); Matthew’s Auto Supplies, Reliable Automotive Equipment (Gold Show Sponsors); INDASA USA (Media Sponsor); AirPro Diagnostics (Education Sponsor); GYS/Innovative CRTE
(Lanyard Sponsor); AkzoNobel, Alloy Wheel Repair and I-CAR (Silver Show Sponsors).
Plans are already underway for NORTHEAST 2026, set for March 20, 21 and 22, 2026 at the Meadowlands Exposition Center in Secaucus, NJ. You can visit aaspnjnortheast.com for details once they become available.
Being an AASP/NJ member has its privileges. Between savings and revenue generated by AASP/NJ member benefits, discounted education and training opportunities, access to the AASP/NJ Labor Pool and Hotline, advocacy in Trenton and exclusive members-only access to documentation, forms and regulations on aaspnj.org, you simply can’t afford NOT to be an AASP/NJ member!
AASP/NJ Health Benefits ProgramSave on Insurance!
The XPress 800: Practicality and Precision for All Riveting Needs
Quality repairers need quality tools to ensure precision in every job, every time. The RAE - Wieländer+Schill XPress 800 Riveting System provides a variety of options for all riveting needs, offering excellent accessibility and effortless maneuverability regardless of the nature of repairs needed.
The XPress 800 is made even more user-friendly with easily interchangeable adaptors, while being lightweight and effortlessly maneuverable. Its power control system includes a convenient STOP key, allowing you to halt tool advancement for adjustments without releasing pump pressure.
The XPress riveting system provides versatility by accommodating various tools for diverse functions and applications, with several customizations available to accommodate any repair needs. Thanks to its modular design, this device seamlessly integrates with a range of hydraulic cylinders and designated C-arms, enabling pressure control for self-piercing rivets, flow form rivets, blind rivets, punching and blind rivet nuts (when appropriately configured). The basic, standard and full set options offer versatility and portability, enabling repairers to locate the system wherever the job requires. Additional kits are available for specific manufacturers, allowing facilities to adhere to OEM requirements and repair procedures wherever necessary.
The XPress 800 Riveting System offers options and customizations to handle a wide variety of repairs.
At RAE, we recognize that the right tools are only half of the equation. That’s why we provide comprehensive training with the purchase of tools like the XPress 800, ensuring technicians can confidently master the equipment and perform repairs with precision. This commitment to training helps facilities not only meet, but exceed, OEM standards.
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COLLISION LINK, REPAIR LINK AND PARTS TRADER
rates. Insurers exploit this dynamic in conversations with consumers, dropping lines like, “Our preferred shop can do it for less,” or “They’re adding unnecessary repairs.” These carefully crafted messages sow seeds of doubt in consumers, eroding trust in independent shops while reinforcing reliance on insureraligned DRP facilities.
This psychological manipulation serves a larger agenda. Insurers are systematically tightening reimbursement schedules across the board, targeting both DRP and independent shops alike. What began as selective cost-containment strategies has evolved into a broader pattern of denying numerous previously reimbursed operations. This is no coincidence; insurers are deliberately driving down repair costs industry-wide.
The consequences are severe. DRP shops find themselves caught in a vise, balancing shrinking reimbursement rates against the threat of losing their DRP status. Independent shops are subjected to heightened scrutiny, facing insurer pushback when they submit estimates that reflect proper, safe repair methods. The result is a race to the bottom where shops on both sides of the DRP divide are left with little choice but to absorb losses or compromise on repair quality.
The implications for consumers are alarming. Cost-cutting pressures lead to dangerous repair shortcuts: necessary safety procedures may be skipped, substandard parts might be used, and critical repair steps may be omitted. Consumers, unaware of what happens behind the scenes, are led to believe that all repairs are equal as long as the vehicle looks fixed. But beneath the surface, these insurer-driven compromises can erode crashworthiness, jeopardize passenger safety and undermine the long-term reliability of repaired vehicles.
Ultimately, this is more than an economic tug-of-war between insurers and repairers; it is a systemic issue with direct safety implications. By playing DRP shops
and independent repairers against one another, insurers gain leverage to dictate terms and control pricing at the expense of repair quality and consumer protection.
The only way forward is through unity and education. Repairers on both sides of the divide must recognize their shared challenges and resist the urge to undercut one another. Consumers, too, must be informed of their rights and
empowered to demand proper, uncompromised repairs.
In this fractured environment, standing together is the first step toward restoring balance and protecting the safety of every vehicle on the road. The next time an insurer suggests their preferred shop is “cheaper,” “faster” or “just as good,” pause to consider who really benefits – and who might ultimately pay the price.
ARANJ
Board of Directors
David Yeager - EL & M Auto (800) 624-2266 / elandmauto@aol.com
Ed Silipena - American II Autos (609) 965-0987 / esilipena@yahoo.com
Norm Vachon - Port Murray Auto (908) 689-3152 / portmurrayauto@yahoo.com
Dillon Rinkens - East Brunswick Auto (732) 254-6501 / ebautonj@comcast.net
ARANJ Officers
President - Rodney Krawczyk Ace Auto Wreckers (732) 254-9816 / aceautonj@comcast.net
1st Vice President - Daryl Carman Lentini Auto Salvage (908) 782-4440 / darryl@las-parts.coms
2nd Vice President - Mike Ronayne Tilghmans Auto Parts (609) 723-7469 / tilghmans@snip.net
Past President - Bob Dirkes Dirkes Used Auto Parts (609) 625-1718 / dirkesauto@gmail.com
ARANJ
The Automotive Recyclers Association of New Jersey
Wharton Insurance Briefs
I recently read an article regarding on-the-job risks and preventative tools that you can consider. With workers continuing to return to work sites and many businesses hiring new employees, proper training and guidance to control everyday hazards is more important than ever. Here are some areas of risk that should be monitored closely: Struck By or Against – This was one of the top risk exposures back in 2021 (31 percent) and is typically a leading cause of injury year over year. According to OSHA, “struck by” is defined as injuries produced by forcible contact or impact between the injured person and an object or piece of equipment. These types of injuries are prevalent in the scrap industry. A worker can be struck by a flying, falling, swinging or rolling object.
Material Handling – This workplace risk exposure results from improper moving, handling or storage of materials, which can result in damage to the musculoskeletal system causing ergonomic-type injuries, such as strains and sprains, fractures or cuts and bruises. Material handling injuries occur from lifting, stooping, twisting, reaching and bending.
Falls (Same Level and from Elevation) – Same-level falls typically involve slips and trips, while falls from elevation can occur from a ladder, scaffolding or another surface. Cumulative Trauma – This is the excessive wear and tear on tendons, muscles and sensitive nerve tissue caused by continuous use over an extended period. Cumulative trauma can develop from improper work positioning, repetition or force.
As always, please contact me if you have any questions.
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