New Jersey Automotive May 2016

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THE OFFICIAL PUBLICATION OF THE ALLIANCE OF AUTOMOTIVE SERVICE PROVIDERS/NEW JERSEY (www.AASPNJ.org) AND THE AUTOMOTIVE RECYCLERS ASSOCIATION OF NEW JERSEY (www.ARANJ.org)

www.grecopublishing.com

May 2016 $595

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P.O. Box 734 Neptune, NJ 07753 EXECUTIVE DIRECTOR Charles Bryant 732-922-8909 / setlit4u@msn.com 2015 - 2017 OFFICERS PRESIDENT Jeff McDowell, Leslie’s Auto Body 732-738-1948 / chacki@aol.com COLLISION CHAIRMAN Jerry McNee, Ultimate Collision Repair, Inc. 732-494-1900 / ultimatecollision@att.net MECHANICAL CHAIRMAN Keith Krehel, Krehel Automotive Repair, Inc. 973-546-2828 / krehelauto@aol.com TREASURER Tom Elder, Compact Kars, Inc. 609-259-6373 / compactkars@aol.com SECRETARY Thomas Greco, Thomas Greco Publishing, Inc. 973-667-6922 / thomas@grecopublishing.com BOARD Dennis Cataldo, Jr., D&M Auto Body 732-251-4313 / jr@dnmautobody.com

Dave Laganella, Peters Body and Fender 201-337-1200 / petersbandf@gmail.com

Sam Mikhail, Prestige Auto Body 908-789-2020 / mikhail@goldcar.com

Ted Rainer, Ocean Bay Auto Body 732-899-7900 / trainer@verizon.net

Anthony Sauta, East Coast Auto Body 732-869-9999 / ecabofnj@aol.com

Randy Scoras, Holmdel Auto Body 732-946-8388 / randy@holmdelautobody.com

Anthony Trama, Bloomfield Auto Body 973-748-2608 / anthony@bloomfieldautobody.com BOARD ALLIED Joe Amato, The Amato Agency 732-530-6740 / joesr@amatoagency.com

Mike Kaufmann, Advantage Dealer Services 973-332-7014 / mkaufmann@advantageds.com PAST PRESIDENT ATTENDING Tom Elder, Compact Kars 609-259-6373 / compactkars@aol.com

PUBLISHER Thomas Greco (thomas@grecopublishing.com)

DIRECTOR OF SALES Alicia Figurelli (alicia@grecopublishing.com) EDITOR Joel Gausten (tgpjoel@verizon.net)

MANAGING EDITOR Jacquelyn Bauman (jacquelyn@grecopublishing.com)

CONTENTS

VOLUME 46, NUMBER 5 | May 2016

10 OUT OF BODY (AND MECHANICAL) EXPERIENCES 12 PRESIDENT’S MESSAGE 16 EXECUTIVE DIRECTOR’S MESSAGE

20 24 40 62

COLLISION CHAIRMAN’S MESSAGE I-CAR CALENDAR IN MEMORIAM: JAMES MOY NJA ADVERTISERS’ INDEX

VENDOR SPOTLIGHT by Joel Gausten 26 Alive and Thriving: Inside Today’s Toyota of Morristown LOCAL NEWS Coverage and photos by Jacquelyn Bauman 30 New Jersey SkillsUSA Contest Ignites Students’ Passion 37 Cars and Coffee Kicks Off 2016 Season AASP/NJ UPDATE by Jacquelyn Bauman 36 AASP/NJ Represents the Garden State at National Board Meeting NEWSFLASH 36 Pro Spot Virtual Welding Competition Yields Two Lucky Winners MARKETING FEATURE by Lee Emmons 44 How to Deal with Negative Online Reviews

COVER STORY by Joel Gausten

50 STEERING 2.0: HOW (AND WHY) THE OEMs HAVE ENTERED THE REFERRAL RACE

AASP/NJ NEW MEMBER SHOP PROFILE 59 Open Dialogue with E&M Auto Body

by Jacquelyn Bauman

CREATIVE DIRECTOR Lea Velocci (lea@grecopublishing.com)

OFFICE MANAGER Donna Greco (donna@grecopublishing.com)

CONTRIBUTING EDITORS

Charles Bryant • Tom Greco • Jeff McDowell Mitch Portnoi • Dave Laganella • Ron Ananian

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

www.grecopublishing.com NEW JERSEY AUTOMOTIVE is published monthly and is sent to AASP/NJ and ARANJ members free of charge. Subscriptions are $24 per year. NEW JERSEY AUTOMOTIVE is published by Thomas Greco Publishing Inc., 244 Chestnut St., Nutley, NJ 07110. The editorial contents of NEW JERSEY AUTOMOTIVE are copyright © 2016 by Thomas Greco Publishing Inc. and may not be reproduced in any manner, either in whole or in part, without written permission from the publisher and/or editor. Articles in this publication do not necessarily reflect the opinions of Thomas Greco Publishing Inc. Cover and Stock Images courtesy of www.istockphoto.com.

Joe Amato, Sr. Ron Ananian Jim Bowers Charles Bryant Don Chard Guy Citro Pete Cook Ed Day Dave Demarest Tom Elder Bob Everett

Thomas Greco Dan Hawtin Rich Johnson Wes Kearney Nick Kostakis Jim Kowalak Joe Lubrano Michael Lovullo Sam Mikhail Ron Mucklow George Petrask

Russ Robson Jerry Russomano George Threlfall Cynthia Tursi Lee Vetland Paul Vigilant Rich Weber Brian Vesley Glenn Villacari Stan Wilson

New Jersey Automotive | May 2016 | 7

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OUT OF BODY (AND MECHANICAL) EXPERIENCES

ROCK THE VOTE

by THOMAS GRECO, PUBLISHER

As I write this column, I am looking up at my television to see that Donald Trump has won the New York Republican primary. And you know what? I’m glad. I like Donald Trump. There, I’ve said it. Call me ignorant. Call me racist.

Call me stupid. I don’t really care. I like Donald Trump. Do you know the biggest reason why I like Donald Trump? He’s not a politician. Most politicians are phony asses. You may think Trump is an ass (and that I am an ass for admitting I like him), and that’s your right. But unlike most politicians, Trump never pretends he’s not an ass.

So if I’m going to watch a circus – which this entire presidential campaign has been on both sides – I’m going to root for the clown who entertains me the most.

Now, allow me to give you some backstory on my own political history, as I’ve worked on a couple of campaigns in my lifetime. My first experience came when my brother ran for our town’s Board of Education. He asked me to be his campaign manager. Even though I was pretty young

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with no experience, I took the job. Boy, was that a mistake.

You see, when you’re inside the political “bubble,” you live in your own reality. Our family had had a pretty good history in our town. We were instrumental in the success of some of its most popular sports leagues, and we also built some of its biggest buildings. Being in our bubble and being conceited asses, we assumed that our name alone would allow us to coast. The competition didn’t have half as much experience or name recognition. Hell, if you played football, baseball or basketball in Nutley over the prior 30 years, there was a 90-percent chance you played for a Greco. Besides, there were four people running for three seats. It was a sure thing.

Except it wasn’t.

I’ll never forget sitting there at the Town Hall as the ballots came in. We came in a distant fourth. That phone call to my brother was pretty difficult. I felt I had let him down.

But looking back, that wasn’t it at all. The problem was that

we were in the bubble. Everyone told us we would win, so we half-assed it and it came back to bite us. We were cocky, condescending and we told the people what they wanted to hear…just like your typical politician.

That experience soured me on the political process for a while. That is, until I went to a concert by a Jersey band called the Smithereens at the Tradewinds club in Sea Bright. Before and after the concert, I kept seeing these pretty women in tight t-shirts that had “DiNizio for Senate” written on them. I knew Pat DiNizio was the leader of the Smithereens, so I asked one of the girls what it was all about. (At least he knew how to market at that point.) She explained that DiNizio intended to challenge (future NJ Governor) Jon Corzine for a seat in the United States Senate. You read that right. Here was the lead singer of a band who had a few minor hits in the ’80s and ’90s talking about challenging one of the richest men in the country. Of course I was in.

DiNizio lived and worked out of a house in Scotch Plains that resembled the home on The Munsters. He had monster movie memorabilia all over the place and a 12foot-tall stuffed bear in his living room. I don’t think Corzine lived liked that. Still, there were about a dozen of us core believers who spent a good year or so on the campaign, traveling up and down the state to fundraisers and concerts.

Part of the reason we bought into it was because DiNizio was running on the Reform Party ticket – the party that launched Ross Perot, Jesse Ventura and Pat Buchanan.

We were young, we were enthusiastic and we believed in DiNizio.

But again, we were in that bubble. We used to meet in his tiny kitchen and he would sit there smoking endless cigarettes, nodding his head to whatever we would say. I would look around the room and think to myself, “We don’t know what the hell we’re doing.” Hell, we were trying to beat a BILLIONAIRE. But I was swept away in the wave of euphoria, even though deep down I knew we didn’t have a chance in hell. (My guess is that’s what Bernie Sanders’ followers must feel like.)

Soon, a couple of telltale signs started to appear. First, when Pat Buchanan (who, at that time, was considered a potential serious presidential candidate) visited New Jersey, DiNizio and I attended the event and were assured that we were going to have a one-on-one sit down with the candidate. That assumption went out the window when Buchanan walked in and DiNizio went up to him. Buchanan looked at him, said, “Thanks for coming” and moved on.

He had no clue who the hell Pat DiNizio was. I knew we were in trouble then, but it got worse. A week or two later,

continued on page 19

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AASP/NJ: BUSY YEAR-ROUND PRESIDENT’S MESSAGE

I realize that I used my space in last month’s magazine to recap the success of NORTHEAST® 2016, but in sitting down to put together this month’s column, I wanted to drive

home an important point that I hope our readers take into account. Yes, NORTHEAST is an industry-leading event that brings the majority of our field together over a three-day period,

by JEFF MCDOWELL

and the show continues to grow thanks to the support of our exhibitors and attendees. But now that it’s over, I urge you to look to these vendors first when considering future purchases and support those who support our association. A number of advertisers within this very magazine are not only NORTHEAST exhibitors, but they are also sponsors of AASP/NJ throughout the year. The next time you’re in need of a new vendor for parts, equipment, a spray booth or even funding for all of the above, look first in the pages of New Jersey Automotive and the 2016 NORTHEAST floor plan at aaspnj northeast.com. I try to make sure that the companies I partner with have already chosen to align themselves with associations like AASP/NJ – it further shows their commitment to bettering the industry.

As we look ahead, AASP/NJ has a number of exciting events lined up in the coming months. This summer, we’ll be hosting our Fifth Annual AASP/NJ Race Night at Pole Position Raceway in Jersey City. This event is always a great time and a perfect way for shops to reward employees with a night out racing around in high-speed electric go-karts. As in past years, space will be limited, so make sure to RSVP as soon as you receive the notice in your inbox!

Later in the year, AASP/NJ will hold our 12th Annual Lou Scoras Memorial Golf Outing in September. You might remember that we typically hold our Golf Outings in May, but we’ve decided to try something a little different in 2016. As always, this event will be held at the beautiful Colonia Country Club, which always treats our guests with top-notch service and pristine grounds on which to play our tournament. Stay tuned for event details – I look forward to seeing you there!

NJA

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New Jersey Automotive | May 2016 | 13

YOU tell us what and when and WE worry about how to get you the right parts when you need them.

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But really, it's not about us...

IT'S ALL ABOUT YOU!

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Left to right: Bill Grasso (Operations Mgr.), Bill DiRusso (Director), Dennis Davenport (GM), Bill Curren (NJ Sales Rep.) and Nick Halliday (Sales Mgr.)

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The Collision Industry Can No Longer Avoid Addressing the Issues!

EXECUTIVE DIRECTOR’S MESSAGE

by CHARLES BRYANT

If one were to ask a mechanical shop owner the biggest issues he or she faces with running the shop, I am fairly certain the list would be somewhat minimal. On the other hand, if you ask a collision shop owner the same question, I would be willing to bet that you would wind up with a laundry list of complaints – the list would be gigantic in comparison. Now ask yourself, “Why?” The mechanical shops face the same issues created from the new technology in modern vehicles, and there is a shortage of technicians for their side just as there is for the collision side. I could go on and on, but let’s cut to the chase and pinpoint the reason collision shops face a greater amount of issues than the mechanical shops.

The biggest difference that separates mechanical shops from collision shops is who is behind the decisions for the repairs and how much the shop will be compensated for the work being performed. On the mechanical side, the shop will first diagnose what’s wrong with the vehicle and then prepare an estimate of what it will cost for the repairs. Next, the vehicle owner or customer will either accept the estimate and authorize the repairs, or refuse authorization. Refusing to authorize the repairs could be for a number of reasons, including simply not being able to afford the work at the present time (or for other reasons that the vehicle owner simply wishes not to disclose). On the collision side, it is quite another story.

For collision repairers, people carry insurance to cover any damage to their vehicles and are supposed to be able to rely on another party’s insurance when the damage is caused by someone else. The purpose of insurance is to give people the feeling of security so that they don’t have to worry about finding the money to pay

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for the repairs in the event of a loss. Collision repairs are unlike mechanical repairs. Mechanical repairs are often predictable, usually coming on slowly from wear and tear or usage of the vehicle. Consumers usually know ahead of time when they are going to need an oil change, tune-up or even when the brakes are starting to go bad. My point is, there are usually some signs or warnings that give consumers a clue that they will need to go see their local mechanical shop soon.

On the other hand, the need for collision repairs comes by surprise. Auto insurance is designed to cover what is referred to as “sudden and unintended events.”

Liability insurance is mandatory in New Jersey, so people shouldn’t have to worry about damage caused by another driver. However, in order to get the secure feeling that one looks for in the event of an accident caused by their own fault, the person must carry their own insurance. Nowadays, most people also include coverage for a rental replacement car so they don’t have to worry about being left without transportation if their own damaged vehicle takes a while to repair. Because of this, one would think there would be fewer issues on the collision side than on the mechanical side. Well, think again!

Although the final authorization for the repairs must come from the vehicle owner on both mechanical and collision work, the process changes drastically for collision repairs once an insurer is involved. When a consumer is relying on an insurer to pay the bill, the insured must wait for the insurer to go out and inspect the damage and then hope that the appraiser will agree with the shop owner on what it takes to repair the damaged vehicle.

Over the years, the issues and differences of opinion on such things as Labor Rates and necessary procedures have traditionally been worked out, one way or another. Insurance appraisers have commonly been able to commit to a line item amount – commonly referred to as a concession – in order to reach an agreed price to repair a vehicle with a shop. Although no one wants to admit it or talk about it, there was a time when money changed hands between shops and appraisers in order to reach an agreed price – and don’t think for a

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EXECUTIVE DIRECTOR’S MESSAGE minute that the insurers did not know about it. In fact, I would be willing to bet that they condoned it as long as it was kept to a minimum. Extra parts have been put on estimates by appraisers to make up for restrictions on claim settlement payments like low Labor Rates and refusal to pay for certain necessary procedures required to repair vehicles safely and properly.

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Finally, quite a few years back, fraud departments were created and legislation was passed to put a stop to any type of unsavory practices used in the past to allow collision shops and appraisers to work out agreements to get vehicles repaired. Now, with the combination of the artificially suppressed Labor Rates that have already been established and the changes to the modern vehicles that require a

drastic investment in equipment, training and certification, more and more shops are unable and unwilling to repair damaged vehicles for the amount insurers are willing to pay. The problem is that these changes are so drastic (and the cost of the equipment, training, certification and simply doing business these days is so great) that collision shops can no longer absorb the expenses and still maintain a profitable business. It has come to the point that issues such as the artificially suppressed Labor Rates, refusal to pay for the necessary procedures, unjustified material cost allowances and so on MUST be addressed. It has reached the point of do or die!

Collision shops are working for Labor Rates that are much smaller than what lawnmower shops and bicycle shops are charging and being paid to perform repairs. Collision shops are reporting having to go into their life savings and retirement money just to keep the business open. The vehicles on the roads today are very complicated and the repair procedures prescribed by the manufacturers are now crucial. Failure to perform these procedures on some vehicles can result in vehicle malfunction and threatened lives. Unlike in the past, there is no way for the shops to perform the procedures required today while being compensated with the rates that insurers want to pay.

For these reasons, some shops have decided to sue certain insurers for the difference between what insurers are willing to pay and the actual cost involved, and at a rate that will allow for a fair and reasonable profit.

The shops that dare to take on these battles should be commended because when issues like these get into the legal system, things are examined much more closely. I can’t tell you how many times I have looked at what certain shops are using as an authorization to repair and thought that a child designed it. I don’t mean to be condescending, but if the document were

ever reviewed by a good attorney, I am sure they would inform the shop that it would not hold up in a court of law.

I have looked at others that are written well, yet signed by the customer without the blanks filled in. Again, the shop would lose before it even got to court.

When one decides to address things in a court of law, he or she is exposed to a lot of risks. During the discovery process, one would be amazed at what the other side has a right to, never mind the stress that goes along with dealing with these issues in the legal arena. For these reasons and more, I really want to commend those who have jumped out in front of the bus, so to speak. I strongly encourage all other shop owners to support these individuals whenever possible. In the end, the ones who have the courage to stand up and say, “Enough is enough,” and take on the mighty insurers are the ones who are preventing the weaker ones from having to do so themselves. I will keep everyone informed as these cases proceed.

NJA

OUT OF BODY (AND MECHANICAL) EXPERIENCES continued from page 11

we were heading out after a meeting and DiNizio asked me if I’d like to go see The Exorcist at a nearby theater. I said sure. When we went to buy the tickets, it was like an old Abbott and Costello routine. He looked in his inside coat pocket…then his right pocket…then his pants pocket.

Finally, I said, “Don’t worry, Mr. Rock Star. I got it.”

BILLIONAIRE. When election night came, we all sat around a little black-and-white TV watching the returns. I can remember that after the first hour, DiNizio had maybe 10 votes. I wanted to feel bad, but I couldn’t help myself. I went outside and laughed at the absurdity of the entire journey. He really, really thought he was going to win. He was in the bubble, and he became a politician – an ass.

Funny enough, every minute of the campaign was filmed and released as a documentary called Mr. Smithereen Goes to Washington (imdb.com/title/ tt0404248/). If you can find a copy, you can see yours truly (improperly credited as “Tom Grecco”) throughout the film with a “What am I doing here?” look on my face.

The billionaire won that time by beating a faded celebrity who hadn’t had a hit since the ’90s.

Maybe history will repeat itself.

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It’s Time to Take a Stand COLLISION CHAIRMAN’S MESSAGE

by JERRY MCNEE

AASP/NJ has fought long and hard for this industry for years. One of the ways the association has gone to bat on your behalf is in the fight for paint cost accounting programs. We worked tirelessly to get insurance companies on board with these important tools – and for a little while, it worked.

But now, because hardly any shops are using these programs, the insurance companies are reverting back to the same old standard. Between the State Farm rate increases from its own survey and the association-sponsored Variable Rate Survey (VRS), it should be much easier now to be paid properly by insurers than it has been in the past. However, I barely see any shops even trying to ask to be paid what these surveys are saying they should receive.

This is the problem.

I constantly hear shop owners complaining about insurance companies, insurance companies, insurance companies when they’re just playing the hands they are dealt and aren’t willing to stand up. They cry that these insurers are taking advantage of them when they aren’t even doing anything to fight back with the tools they’re given. It’s time to stand up and do something.

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I have had appraisers in my shop tell me that only three other shops are asking for the same things I’m asking for, even though I know for a fact I’ve heard hundreds of owners make these same complaints at industry events. If only a small percentage of shops are even asking for what they deserve, why would insurers pay them?

The truth of the matter is that insurers are running out of excuses not to pay us what we deserve. But unless we all stand up and fight for what’s right, we will never break through that wall.

I don’t like being the “bad guy” when all I’m asking for is what is fair and just.

The more people stand beside me, the more unified we are (and less of an outlier we all become).

If your question is, “How do I fight?” the first step is to look at your Key Performance Indicators (KPIs). You need to know what they mean and what they

stand for. You won’t know how to break down your business without knowing what’s coming in on the bottom line for each job. Take a vested interest in your job and look at your KPIs. Know what you need to charge on each job to actually turn out a livable profit.

The future of this industry is in your hands. I’m not sorry if this is harsh – we’re not going to get anywhere simply by crying out into the void about our problems.

They require real solutions; they require real initiative. The association is putting out tools and resources for Garden State shop owners to use in this fight to get what is needed to run a successful business. If you’re ready to stand up but aren’t sure where to start, pick up the phone and call one of your AASP/NJ Board members. We want to help you.

NJA

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CALENDAR MAY 12 Full-Frame Partial Replacement Somerset Vocational High School, Bridgewater Structural Straightening Steel Virtual Classroom MAY 17 Steel Unitized Structures Technologies and Repair Virtual Classroom MAY 18 Understanding and Preventing Refinish Defects County Line Auto Body, Howell Hazardous Materials, Personal Safety and Refinish Safety Jost Garage, Wall Township Hail, Theft, Vandalism Damage Analysis CollisionMax, Pennsauken Welded and Adhesively Bonded Panel Replacement Virtual Classroom Collision Repair Overview for the Chevrolet Corvette Z06 Virtual Classroom MAY 3 Replacement of Steel Unitized Structures Reliable Automotive Equipment, Belford Suspension Systems Virtual Classroom MAY 4 Measuring County Line Auto Body, Howell Matching the Repair to the Team Virtual Classroom MAY 5 Sectioning of Steel Unitized Structures Reliable Automotive Equipment, Belford Rack and Pinion and Parallelogram Steering Systems Virtual Classroom MAY 9 Steering and Suspension Damage Analysis Virtual Classroom MAY 10 Replacement of Steel Unitized Structures Comfort Suites, Mahwah MAY 11 Vehicle Technology and Trends 2016 Jost Garage, Wall Township Collision Repair for Ford and Lincoln Vehicles CollisionMax, Pennsauken Automotive Foams Virtual Classroom

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MAY 19 Overview of Cycle Time Improvements for the Collision Repair Process Holiday Inn and Suites, Parsippany Squeeze-Type Resistance Spot Welding Reliable Automotive Equipment, Belford MAY 24 Sectioning of Steel Unitized Structures Comfort Suites, Mahwah Automotive Foams Virtual Classroom Problem Solving for Workflow Changes Virtual Classroom MAY 25 Corrosion Protection Jost Garage, Wall Township Best Practices for High-Strength Steel Repairs CollisionMax, Pennsauken Steel Unitized Structures Technologies and Repair Virtual Classroom MAY 26 Vehicle Technology and Trends 2016 Holiday Inn and Suites, Parsippany Overview of Cycle Time Improvements for the Collision Repair Process Somerset Vocational High School, Bridgewater MAY 31 Waterborne Products, Systems and Application Virtual Classroom For more information, visit www.i-car.com

NJA

New Jersey Automotive | May 2016 | 25

VENDOR SPOTLIGHT

by Joel Gausten

Alive and Thriving: Inside Today’s

or 25 years, parts industry veteran Kathy Sobolewski has worked with the best interests of body shops in mind. After serving in a variety of positions at the legendary Toyota of Morristown, she stepped into the role of parts manager last year. Now overseeing one of the state’s most celebrated wholesale providers (in addition to the equally popular Subaru of Morristown parts enterprise), she is looking forward to maintaining the company’s reputation for high-quality service through 2016 and beyond.

Currently stocking roughly $500,000 in Toyota and Subaru parts, Sobolewski’s operation thrives by following a lessis-more philosophy when it comes to fulfilling customers’ needs.

“We go as far north as Sussex County, as far south as Middlesex County, as far west as Warren/Hunterdon Counties and as far east as Bergen County,” she says. “We cover a nice section of New Jersey, but it’s about keeping a realistic expectation of servicing the customers. We can go further out, but we won’t be able to service them as well.”

While some other dealers cut off their ordering deadlines by mid-afternoon, Sobolewski works to ensure that parts ordered by 5pm arrive at a customer’s shop the next business day. The parts department even offers deliveries on Saturday.

As an OEM parts institution, Toyota of Morristown strives to provide alternatives to shops that are pressured to use inferior aftermarket parts. Thanks to Toyota’s Auto PartsBridge ordering system, customers can receive genuine manufacturer

F

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Toyota of Morristown’s parts professionals are ready to process your order.

parts for the same price as a lesser product.

“Even if the insurance company is pushing them to go aftermarket or gray market on some of the parts, Toyota and the Auto PartsBridge allows us to be competitive in our pricing of OEM parts,” Sobolewski explains. “As our customers are well aware, using an OEM [product] is almost always much easier because the part is manufactured specifically for the vehicle they’re working on.

“It’s important for Toyota to tell our customers about their rights to have an OEM part put on their cars,” she adds. “To me, it’s a safety issue first. You can’t replace a person. If you continued on page 60

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New Jersey Automotive | May 2016 | 29

New Jersey Contest Ignites Students’ Passion

Coverage by Jacquelyn Bauman

On April 16, nine of the top collision repair students in the state gathered at Somerset County Vocational and Technical High School in Bridgewater for the 2016 installment of New Jersey SkillsUSA. The contest put the high schoolers head-to-head in a fierce collision repair competition. Using the skills they’ve acquired, they partook in tasks such as estimating, bumper repair, welding and adhesives and were scored on their time management and finished products by a team of local industry experts. First Place winner Giannie Cintron (Somerset County Vocational and Technical High School) will now move on to compete at the SkillsUSA National Leadership and Skills Conference in Louisville, KY this June.

Once again a fervent sponsor of the event, AASP/NJ had members donate their time in order to make the event happen. Board members Collision Chairman Jerry McNee and Ted Rainer (who served as a judge for the welding sector of the competition) were in attendance to show their support for the future of the automotive repair industry.

“It’s great to see what the students are able to do coming out of school,” Rainer tells New Jersey Automotive. “With everything changing in the industry so quickly, there are a lot of technicians out there who need to be trained on things like aluminum. Some of these kids are coming out of school with that foundation already; some of them are really talented. It says a lot about the level of instruction going on at these schools.”

This is a sentiment shared by New Jersey SkillsUSA Program Director Pete Fryzel (I-CAR).

“In all of my tenure as an organizer for this event, I’ve never seen the level of skill that is here this year,” he explains. “Every year, the kids get better and better, which really is a testament to the teachers who are bestowing this knowledge on their students. There’s a starvation of technicians in the industry, but it’s great to see that what is coming out of the schools these days is so valuable.”

Having served the SkillsUSA community in the Garden State for years, Fryzel announced that 2016 would be his last year at the helm of the competition, with next year seeing him groom his successor for the event.

“I’m so glad to have been a part of this program for as long as I have,” he expresses. “I’ve seen the event, as well as the industry, grow and advance; it gets better each and every year. Yet what I’d like to see moving forward is for shop owners to get more involved, both in the event itself and with their local schools. Shop owners are taxpayers; these schools are funded by those taxes.

This is their future talent pool – they need to be a part of it. It’s time for me to pass the baton, but I’m excited to see where this is all going to go in the next few years.”

New Jersey SkillsUSA organizers would like to thank this year’s judges: Anthony Thompson, Charity Ritter, Chuy Barrera, Edgar Chaves Jr., Edward Winkens, Edward Mayer, Howard Feedman, Jerry McNee, Joe James, Malcolm Ginsburg, Michael Bonsanto and Ted Rainer. A big thanks as well to the sponsors of NJ SkillsUSA: Bridgewater Auto Body, Ultimate Collision, Tom Smetanka of Central Paint, AASP/NJ, Walter’s Auto Body, Bloomfield Auto Body, Main Auto Body, Ed Winkens of National Oak Distributors and Auto Body Distributing Co.

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FIRST PLACE: GIANNIE CINTRON Somerset County Vocational and Technical High School SECOND PLACE: JOSEPH RUGGIERO Morris County School of Technology THIRD PLACE: JACOB EMIG Burlington County Institute of Technology, Medford Campus

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AASP/NJ UPDATE

by Jacquelyn Bauman

AASP/NJ Represents the Garden State at National Board Meeting On April 8, AASP/NJ Executive Director Charles Bryant was among the AASP state affiliate leaders who traveled to St. Louis, MO to visit the Hunter Engineering headquarters and attend the semi-annual Alliance of Automotive Service Providers (AASP) National Board meeting.

Prior to the gathering, a tour guide took attendees behind the scenes of the Hunter Engineering enterprise, outlining everything from the history of the company to the conception stages of its products through production, testing and distribution. Guests were also treated to an exclusive glimpse of Hunter’s private collection of classic cars.

The AASP National Board meeting that followed saw each affiliate give a rundown of the situations and issues affecting his or her state and discuss efforts to find solutions to these obstacles.

“Everything I’m about to tell you, you’ve probably experienced the same things happening in your state,” joked Ralph Bombardiere of the New York State Association of Service Stations and Repair Shops, Inc. (NYSASSRS) before detailing his state’s struggles, many of which (inspection laws, steering, employee demands, etc.) were shared by the other state representatives in attendance. When it was time for AASP/NJ to share, Bryant outlined a situation involving a New Jersey member who went forward with Assignment of Proceeds suits dealing with a variety of common auto body issues including

paint and material reimbursement. He detailed the specific struggles this shop is facing as a result of confronting insurers in this manner, such as arguing about the validity of his shop license and being falsely accused of fraud. AASP/NJ has offered its support to the shop in whatever ways it Executive Director Charles Bryant can. represented his home state “The shop owner is not at the meeting. stopping; he’s going to the end,” Bryant noted. “We are working on a program to assist him or anyone else who is strong enough to challenge these issues.”

Bryant also provided news on AASP/NJ’s battle against mobile shops, as the existence of these businesses is in conflict with the Garden State’s repair licensing laws.

“We’ve gone to the Motor Vehicle Commission to get them to enforce the licensing law with regard to mobile shops,” he explained. “They’ve taken the position that the mobile guys don’t have to be licensed, even though the licensing law says any person in the state who conducts vehicle repair has to be.

We are now working on a different approach that we predict will be successful.”

After describing the success of the recent 39th Annual NORTHEAST® Automotive Services Show, Bryant explored other topics of importance to New Jersey repairers, such as Diminished Value and the impact of the Variable Rate Survey.

The next AASP National Board meeting is slated for November at the 2016 SEMA Show in Las Vegas, NV. For more information on the national association, go to auto serviceproviders.com. NJA

Virtual Welding Competition Yields Two Lucky Winners

At AASP/NJ’s 39th Annual NORTHEAST 2016 Automotive Services Show, Pro Spot International held its second annual Virtual Welding Tournament to put attendees’ skills to the test on the company’s weld simulator. The highest-scoring individual took home a 50” HDTV, with another randomly-selected winner winning a PR-205 Synergic MIG welder.

Blaze Serratore of Total Performance (Mahwah) was the proud winner of this year’s tournament, after earning the highest score at the conclusion of the three-day event. David Alameda of Leslie’s Auto Body (Fords) was the lucky recipient of the PR-205 welder.

“When I found out I had won the welder, I was skeptical at first – I thought it was a joke, but when I found out it was real, I was very excited,” says Alameda. “Using the virtual welder was different than welding in real life, but I found it very informative.

I definitely learned things about my welding skills from it.”

For more information on NORTHEAST 2016, go to aaspnj northeast.com. To find out more about Pro Spot, go to prospot.com.

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NEWSFLASH

Pro Spot sales representative Todd Witten with Blaze Serratore (left) and David Alameda (above).

CARS AND COFFEE Kicks Off 2016 Season

Coverage and photos by Jacquelyn Bauman

Sunday, April 24 Moto Business Park, Millstone, NJ

From hot rods to cool classics to pick up trucks and muscle cars from all decades, 2016’s first Cars and Coffee event of the season brought out gear heads and car enthusiasts in droves to experience the warm weather and the camaraderie of their peers.

After instituting a cap on the number of cars on display due to maximum capacity concerns at the end of last season, this most recent Cars and Coffee brought out almost 350 vehicles for attendees to marvel at. Held once again at the Moto Business Park in Millstone, pass-holding guests enjoyed complimentary coffee and donuts while appreciating the cars, trucks and hot rods in front of them.

Nearly 600 attendees showed up for the show. As event staff increases the number of display vehicles, that number is sure to rise as well. Cars and Coffee is held from 8-10:30am, with upcoming 2016 meet dates as follows: Sunday, May 22; Sunday, June 26; Sunday, July 31; Sunday, August 21; Sunday, September 25; and Sunday, October 16.

For more information, visit carsandcoffeenj.com.

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IN MEMORIAM: James Moy As this issue of New Jersey Automotive went to press, the collision repair industry lost a dear friend and supporter with the passing of James Moy at the age of 44.

James began his automotive career over 20 years ago as a tow truck operator for a collision repair facility. During that time, he realized the importance of customer service and performing professional repairs. After receiving formal mechanical training at the NYS ATTP (New York State Auto Technician Training Program), he then turned his attention to learning structural repair, refinishing and damage analysis. He attained the prestigious I-CAR Individual Platinum status in Adjusting, Estimating, Structural and Non-Structural Repair and Refinishing. He also passed the I-CAR Welding Qualification Test in Steel, Aluminum and Structural Steel. He was an ASE-certified Master Collision Repair/Refinish Technician and Damage Estimator and was a licensed and bonded adjuster in at least 10 states. A former I-CAR instructor, he was qualified to teach 42 instructor-led classes in all categories. He specialized in “Right to Appraisal” negotiations, triage/blueprinting processes and SOPs. His extensive industry history also included work as a consultant for Precision Auto Group (among others) and a coach for VeriFacts Automotive.

James also assisted in training courses and shop evaluations offered by P&L Consultants and Larry Montanez.

Those in the industry who knew James will remember him for his friendly, outgoing personality and willingness to

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James Moy (second from right) as he accepted the 2015 NABC Award of Distinction on behalf of Mid Island Collision (Rockville Centre, NY) at the CIC Awards Ceremony on November 4.

always speak his mind on the importance of following proper procedures in the repair process. A more extensive tribute to James will appear in our next issue.

New Jersey Automotive and AASP/NJ offer James’ family, friends and colleagues our deepest condolences.

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HOW TO DEAL WITH NEGATIVE ONLINE REVIEWS

by Lee Emmons

There are few things more frustrating to a body shop owner than negative online reviews. Unfortunately, if you interact with a significant number of customers, chances are you’ve received one. No matter how great your level of customer service or how high the quality of your work, it’s inevitable. Even more unfortunate is the fact that bad reviews can have a negative impact on your bottom line.

Studies show that 88 percent of customers read reviews to determine the quality of a local business.1 Nearly 90 percent report that their

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buying decisions are influenced by negative online reviews.2 Without question, online reviews are an important part of the consumer’s buying process, and those negative ones could be sending potential work to your competitors.

How to Make Online Reviews Work in your Favor Given the fact that the occasional negative review is seemingly inevitable (and online reviews are very difficult to remove), it often feels like nothing much can be done. Understandably, shop owners become

embittered at what they see as unfair treatment by certain review platforms, and they choose to ignore them in favor of other sites that offer businesses more control.

Ignoring negative reviews, however, is a bad strategy. There are ways to reduce the damage they cause, even if you can’t get them removed. Pretending they aren’t there isn’t the answer.

“How Do I Reduce the Impact of Negative Reviews?”

Your first step is to crowd them out with positive reviews. Everyone understands that businesses get some negative reviews. People are smart, and they understand that this feedback should be understood in context. However, if you only have five reviews on one particular platform, and two of them are negative, those people are going to have the impression that half of the customers you’ve dealt with had a negative experience.

The overall star rating of your business matters. Only 13 percent of consumers will even consider using a business that has a rating under three stars.3 Furthermore, studies show that 85 percent of them read up to 10 reviews.4 One disgruntled customer’s review will be understood in the context of nine other reviews, a fact that is very inspiring if you’re actively employing a strategy to encourage customers to post about their experience with you.

Make Getting Reviews a Part of your CRM Process Studies show that consumers who have a negative encounter are more likely to write a review than those who have a positive one.5 Anecdotally, from my experience helping shops manage and respond to online reviews, it often feels like customers who have negative experiences are some of the most motivated people on the Internet. With this in mind, it’s very important that you make it as easy as possible for folks with positive experiences to leave reviews.

The best way to encourage more reviews is to make it a part of your customer relationship management (CRM) process. Make sure your administrative staff has a clear understanding of your strategy and objectives. In fact, you should have written standard operating procedures (SOPs) for all personnel who are part of your CRM.

How and Where to Ask for Reviews As you’re developing your online review strategy, make sure everyone involved at your business understands how to ask for reviews and where they should be sending customers. First and foremost, everyone should understand that an overly aggressive or unethical approach can do more harm than good.

All major review sites prohibit businesses from paying customers for positive reviews, or creating fake reviews. If you’re caught doing any of these things on Yelp, for example, your business listing will be flagged with a warning to users that you’re

engaged in unethical practices – arguably one of the worst kind of “reviews” you can get. This kind of approach is unnecessary, ineffective and not worth the risk.

Customers are also likely to resent your attempts to push them towards leaving you a positive review.

Treat them with respect and ask them for their honest feedback. There are ways to provide incentives for leaving reviews, such as entering customers who have left reviews into a contest in which a winner is chosen at random. However, there is an even better way to invest directly in your review strategy (without risking violation of review sites’ terms of service), and that’s incentivizing the process for your admins.

If you’ve made asking for reviews a part of your admin process, you’re asking your staff to do extra work.

Why not acknowledge the value of the work they’re doing and reward staff members with small bonuses for each review they successfully assist a customer in getting? We’ve seen this approach yield great results for body shops that we’ve worked with.

You’re not paying the customer for leaving a review; you’re paying your staff for assisting a customer with leaving honest feedback.

Why Is It Necessary for Reviews to Be Part of the Admin Process?

Requests for reviews should be a part of every step in your CRM. Logos for major review sites like Google+, Angie’s List and Yelp should be in the materials given to your customers. You should have follow-up emails that encourage them to leave reviews, and you should direct people to your social media profiles.

However, once your customer has left your shop, the likelihood of getting a review from him or her (especially on the most important review platforms) decreases. At a body shop, the time when customers are picking up their vehicle is the best time to help them through the process of leaving a review – especially on Google+, which is arguably the most important online review platform.6

Why Is Google+ (or “Google My Business”) so Important?

Do a Google search for an auto body shop in your area, and you’ll see why Google reviews are so important. On the top half of the first page of search engine results, you’re likely to see Google Maps listings for body shops. You’ll also see the review ratings for each business.

Google reviews help optimize that listing in Google’s local search algorithms.7 The biggest challenge with Google reviews is that you may need to assist customers through the process of signing up for a Google account. This is a multi-step process they are unlikely to go through once they’re out of your shop and have moved on with their lives.

Should I Only Worry about Google+?

I’m not suggesting that Google reviews should be the only focus of your strategy. If customers are most comfortable with a particular review platform, then they should be encouraged and thanked for leaving a review there. Posting reviews on a diverse range of different sites appears natural and trustworthy to Google. Also, if a customer regularly leaves reviews on Yelp or Angie’s List, for example, his or her profile has built up a lot of credibility on those platforms.

If you have customers who are accustomed to leaving a lot of reviews on Yelp – and use that site like a social media platform – by all means, encourage them to leave their review there! Their review is very unlikely to be “filtered” or hidden, because they’ve built up a great deal of trust on that site.

How to Respond to Reviews Your online review strategy should not only have a process for getting reviews, but it should also include a plan for responding to them.

Above all, make sure you take the high road. If you have even the slightest feeling that your response will be clouded by emotion, step away from the computer and wait, or get someone who can be more objective to New Jersey Automotive | May 2016 | 45

craft a response.

But don’t wait too long. Respond promptly to all reviews, both negative and positive. Research shows that a business that responds promptly to all reviews discourages people from leaving negative ones in the first place.

When they feel they are making statements about someone who will respond, they’re more likely to be careful about what they say.8 Unfortunately, this isn’t a safeguard against wildly inaccurate claims being made about your business. However, you must resist the urge to make your response an argument about why this reviewer is wrong. This only serves to enrage the reviewer and increase the likelihood that he or she will try to go to war with you online.

Always start by assuming the reviewer is correct, as painful as this may sometimes be. (Remember that other consumers reading the review will identify with the reviewer, and they could see you as a bully.) Then, show all of the steps you’ve taken to resolve the situation, and

articulate the ways in which you’re dedicated to preventing the kind of negative experience that this customer has had.

Hopefully, the other nine good reviews that the consumer reads will reinforce that the negative experience is outside the norm.

1. searchengineland.com/88-consumers-trust-online-reviews-much-personal-recommendations-19580 2. marketingland.com/survey-customers-more-frustrated-by-how-long-it-takes-toresolve-a-customer-service-issue-than-the-resolution-38756 3. brightlocal.com/learn/local-consumer-review-survey/ 4. searchengineland.com/88-consumers-trust-online-reviews-much-personal-recommendations-195803 5. streetfightmag.com/2012/08/14/poll-bad-experiences-are-more-likely-to-inspirereviews/ 6. bruceclay.com/blog/local-businesses-need-reviews-12-seo-approved-ways-get/ 7. searchengineland.com/10-local-marketing-myths-hamstringing-biz-184898 8. reputation.com/business/learning-center/reviews/improving/best-practices-negative-reviews

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Lee Emmons is chief marketing officer of AP Media based in Sykesville, MD. His public relations and marketing efforts on behalf of collision repair shops throughout the Mid-Atlantic have gained industry press coverage for those shops in trade publications and local media. He and his agency are certified Google Partners, with certifications in AdWords and in Google’s Video Advertising Advanced Certification. Marketing for auto body shops has become his passion and personal area of expertise. You can visit his company’s website at AbsolutePerfectionMedia.com.

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By Joel Gausten

Before reading the rest of this story, go to youtube.com and type in “Virtual Steering The Future Of Automotive Collision Claims,” or go directly to tinyurl.com/h9zm6ot and take two minutes to watch the video. Now, if your jaw is on the floor after seeing that, know that you’re not alone.

Welcome to the new world of “virtual steering.”

Originally produced last year for the 2015 VeriFacts Symposium, the Collision Hub clip has created a whirlwind of discussion among shops, insurers and vehicle manufacturers over just how revolutionary it is that a vehicle owner could soon be directed to an OEM-certified facility by the vehicle itself.

“A lot of times as repairers and insurers, we get caught up in [the question of], ‘Who owns the customer?’” observes Collision Hub founder Kristen Felder. “We wanted to really drive home [in the video] that there is a third party entering this conversation now. The battle for the consumer is no longer shopversus-insurer, it’s now shop-OEM-insurer. The OEMs are coming to the table with a lot of resources and a lot less regulation around them.”

If you look at available figures, it’s instantly clear why car companies are jumping into the auto body game like never before. As those who attended Mike Anderson’s “Positioning Yourself in the Collision Repair Industry”* seminar at the 2016 NORTHEAST® Automotive Services Show learned firsthand, it

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all comes down to customer retention. According to data gathered by Anderson’s Collision Advice consulting firm, 60 percent of customers who have to come back to a shop following a repair for a job-related issue will trade out of that vehicle within a year. Of those 60 percent, 63 percent are going to switch brands.

“The OEMs are extremely interested in owning that customer experience cradle to grave,” Felder shares. “They don’t want to lose a customer through an experience out of their control...When we made that video a year ago, we went to [the OEMs] and said, ‘Is this realistic?’ They all were like, ‘Not only is it realistic, [but] this is exactly what we have planned and we already have the capacity to do it.’ I think you’re really going to see this within the next two to three years. Step One for them was obviously the development of repair networks and getting those shops on board, certified and rolling. Step Two will be coming up with the ways to feed these shops.”

In some cases, the industry is experiencing virtual steering right now.

“I walked into a collision center two months ago, and they were literally covered up with Audi/Volkswagen roadside assistance-directed work,” says industry speaker Steve Feltovich, manager of business consulting services for Sherwin-Williams. “‘Connected car’ technology will impact collision repair in the next couple of years, if it’s not impacting it now based on roadside apps and your certification at the shop level...Shops that do not have certification cannot take advantage of these opportunities.”

Since December, Feltovich has been presenting “Competing with the Connected Car – Virtual Steering,” an extensive seminar that explores some of the major technical developments that will soon change how shops arrive at body shops – and what repairers need to do in order to get the most out of this phenomenon. Not surprisingly, the course was a hit when presented at NORTHEAST 2016.* As many shops are beginning to see, there might be tremendous advantages to being an OEM-certified repair center. For one thing, they will receive work from an outside party that insists on repairing vehicles per manufacturer recommendations – and using OEM parts to make that possible. Couple that with Felder’s figures that only about 39 percent of dealerships in the US currently have their own body shops, and the industry could have an intriguing alternative to current ways of having work driven to their bays.

“What’s really going to put the squeeze on our industry is the fact that the manufacturer’s going to tighten up pretty quickly on selling structural components to shops that aren’t certified,” notes Feltovich. “The car is not going to direct [itself] – or allow itself to be directed, if at all possible – to a shop that isn’t certified, because their ability to procure structural components will be limited.”

This sounds great for the OEMs, but what about insurance companies? Are they going to be ready to accept work being steered to a shop that only uses original manufacturer parts? The answer might come as a surprise.

“Parts aren’t that big of a concern to the insurance company as much as shops seem to think they are,” insists Felder.

“I often go back to remind people that one of the first parts procurement systems that was ever tested was an agreement with OEConnection; it wasn’t PartsTrader. That’s kind of how long insurance companies have [known that] the time and the need to partner with OEMs was coming down the road.”

“The insurance people who I’ve spoken to lately are very aware of virtual steering,” adds Feltovich. “They understand why the manufacturer has to do this...The game of alternative parts and even used assemblies in the future is going to be almost obsolete because of the vehicle design. We’re getting to a point where we’re getting into many different substrates.

Even Honda now is using ultra high-strength steel in their Honda Civic rear frame rails. That’s the first time it’s been used in a lower-priced economy line car. We’re getting into different technology and different joining techniques – self-piercing rivets, DeltaSpot welding [and] laser spot welding. Lexus is rolling out laser screw welding now, and you’ve got aircrafttype adhesive for sealants and bonding agents. We’re moving to a different type of vehicle in terms of the complexity of how it’s assembled, how it’s joined together and then ultimately how it has to be repaired in order to protect the occupants if there’s a future accident...This is going to advance our

industry to a situation where the repair has to be exact.”

As automobiles continue to grow more complex, Feltovich predicts that the insurance industry will develop a greater understanding of the training, personnel and equipment requirements that shops need to meet in order to return policyholders’ cars to proper crashworthiness standards.

“We have to repair a car very precisely, and to the specifications and tolerances that the vehicle was originally engineered and designed with in order [for it] to respond exactly as it did originally in a subsequent accident,” he says.

As attractive as the concept might be on paper, becoming an OEM-certified shop might not be the right move for everyone. The first thing that any shop owner who is serious about embracing the process needs to do is determine which manufacturers make sense as potential partners.

“These programs require fees; they require equipment purchases and sometimes facility modifications – and then [there are] ongoing training fees for continuing to be re-certified and keeping your shop online as a certified collision center,” Feltovich explains. “There’s substantial investment in this; I don’t think you can just say, ‘Well, I want to do them all!’ It’s probably not logical to do that.

“I think when you realistically look at this, you can’t be all things to all people and all car companies because the entrylevel requirements and ongoing training and equipment investments are so high,” he adds. “I think we’re scrambling to select a lot of certification rather than strategically planning the right ones for our marketplace today and in the future...You don’t want to sign up for BMW certification if you’re in a market that sells two percent BMWs.” While virtual steering has the potential to establish a new and exciting era of referral work, Felder cautions that the concept will only be successful if it continues to provide meaningful benefits to the collision repair industry.

“I love to see the OEMs coming in and having more of a role and more ownership of the customer,” she says. “But then at the same time, it’s really scary to me because I don’t know how serious some OEMs are actually taking this...As this evolves, is this going to help our independent shops be more competitive and not be on DRPs, or will it become a dealer game that might hurt [them]? I’m kind of 50/50 on it. If it gets cars repaired better and more accurately, great. But I also worry about that slippery slope and where our shops are going to end up 10 years from now.”

Trepidation can also be felt when talking with Rick Tuuri, vice president of industry relations for AudaExplore. It was Tuuri who first coined the phrase “virtual steering” while attending a presentation by a company that was developing a consumer-facing app that could direct drivers to shops that had signed up for that company’s services. Tuuri feared then – as he does now – that such technology could lead to what he calls “unintended consequences,” namely a customer being steered to a shop whose only qualification is the fact that they bought into the provider’s app technology.

As he says, "Technology is a screaming example of how fast, how quickly and how pervasively [those consequences] take over and take hold...Any consumer is going to go, ‘That’s terrific!’ [but] they’re not going to think about the fact that their car might’ve just been virtually steered back to an OEM-certified facility or even just an New Jersey Automotive | May 2016 | 51

OEM-owned facility...[The customer] probably won’t even care and might not even know until or unless they have a bad repair experience, which could happen. And then it’s too late.

“Sometimes the OEM repair facilities are really good – just like any collision repair facility – and sometimes they’re not,” he adds. “If I’m going to make an informed decision – whether it’s an analog decision I have to make in my own mind or a digital decision that someone else has made for me – I want [to make it] for the right reasons.”

Regardless of where you might stand on the idea of OEM-driven repairs, you can’t ignore the fact that automobiles are changing incredibly fast. Feltovich tells us that around 93 percent of all vehicles on the road will be “connected” by 2020, with “semi-autonomous” vehicles hitting the roads by 2025 and “fully autonomous cars” a common reality by 2030. That’s not even 15 years away.

Where will your business and customer service capabilities be at that point in time? If you intend to stay in the game, one of the best things you can do to become truly prepared for the not-too-distant future is get involved in AASP/NJ. As shown by the panel discussion on OEM certification held at NORTHEAST this past March,* the association is working with vehicle manufacturers to disseminate information to shops on what these programs aim to accomplish, how to become involved and how to benefit from this new wave of marketing. At no other time in history have so many opportunities been made available to the AASP/NJ community. It’s up to the true entrepreneurs in the industry to utilize the information provided by AASP/NJ and others, learn as much about the process as possible and form partnerships with the OEMs that will most benefit their bottom lines.

“I would definitely tell independent repairers to really make sure that if they have relationships with local dealers, keep fostering those,” Felder says. “If [being part of a certified program] is going to require sponsorship, you don’t want to be left behind.”

If you think the industry is evolving rapidly now, just stick around a few more years. Things are about to become very interesting.

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*Full coverage of these events is available in our March 2016 issue. NJA

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WE KNOW WHAT YOU’RE THINKING. YOU WANT TO KNOW IF THE PART’S IN STOCK, HOW MUCH IT COSTS, AND WHEN IT’S GONNA GET THERE. We get it.

You want the best part for a Toyota, but you’ve got to know when and how much.

Well, now you can. In addition to tools that can help you find and order the right VIN-based parts, now you can see if it’s in stock, schedule the delivery, even see your shop’s net price from your participating Toyota Dealer.* Now you’re thinking: “Cool!”

ToyotaPartsAndService.com

©2014 Toyota Motor Sales, U.S.A., Inc.

For Toyota Genuine Parts please call one of these authorized local Toyota Dealers: Toyota of Hackensack 278 River Street, Hackensack, NJ 07601 Toll Free: 888-PARTS-28 Direct: 201-488-5756 Fax: 201-487-2618 paulc@toyotaofhackensack.com www.toyotaofhackensack.com

58 | New Jersey Automotive | May 2016

Glen Toyota 23-07 Maple Ave, Fair Lawn, NJ 07410 Toll Free: 800-444-1959 Direct: 201-791-1133 Fax: 201-703-5652 parts@glentoyota.com www.glentoyota.com

Toyota of Morristown 169 Ridgedale Ave, Morristown, NJ 07960 Toll Free: 800-541-1127 Fax: 973-292-0872 www.toyotaofmorristown.com

OPEN DIALOGUE WITH E&M Auto Body

AASP/NJ NEW MEMBER SHOP PROFILE

Communication is an important aspect of all parts of life, from relationships to politics to friendships. As Bridgetonbased E&M Auto Body owner Michael Robinson points out, it is a vital part of business as well.

When the shop was opened in 1981

by Michael’s father, Earle Robinson (the “E” in “E&M Auto Body”), the shop’s current owner was just a kid.

“I started in the shop at around 10, sweeping up floors and helping out in any way that I could,” he explains.

“Eventually, I got into a bit of bodywork, but I was mostly just interested in becoming a painter.”

In July of 1999, Michael officially took over the shop from his father and, although he notes he was “kind of thrown into [the role],” he owes everything he knows to his dad.

“My dad taught me everything he knew about running the shop,” he says.

Now, after running E&M solo for 17 years, the business looks extremely different now than it did when it was under his father’s tenure. The reason for the change, according to Michael, is open communication with other shops in his area.

“A little over five years ago, we were on 18 different Direct Repair Programs [DRPs],” he recalls. “Now, we’re down to just one. It has definitely made a difference in the way our business is run – we are able to focus on making sure the car is repaired the way the manufacturer wants it done.

“A while back, I was talking to other shops around me that were part of the DRP game but had gotten out of it,” he continues. “These shops, like me, are focused on getting certified through the OEMs and suggested that I join AASP/NJ.” Michael explains that the other shop owners’ suggestions to join the association stems from the liability shops now have to take on when conducting repairs.

by Jacquelyn Bauman

The E&M Auto Body Family (left to right) Matthew Morrissey, Jr., Thomas Shillingford and Pedro Sanchez.

The Robinson family (left to right): Michael, Mikey Jr., Aaden, Alexis and Marcia

“There’s a lot more liability on shops nowadays that I didn’t realize before joining the association,” he states. “Charlie [Bryant, AASP/NJ executive director] sent me legal forms that we needed to have on hand, which has helped. I’ve also become aware of the association Hot Line that Charlie runs.

Before I joined, I didn’t know about everything AASP/NJ does, but now I know differently.”

As a connected member of the industry, Michael warns the shops that keep to themselves about the potential error of their ways.

“If you’re not keeping informed, you’re going to be out of business in the next 10 years,” he says. “From talking to other shops, I found out that there are always other people out there who are smarter than you, and you can learn from them. You can’t keep fixing cars and running your business the same way you have for the past decade; you have to keep up. Networking has definitely helped me with that.”

Through participation in training from I-CAR, paint manufacturers and dealerships, Michael has proven his dedication to keeping his shop informed and up-to-date on the latest industry changes.

“To stay competitive in this industry now and into the future, you’re going to need to tie yourself to OEM certifications,” he predicts. “You need to be trained and have the latest equipment to repair these technical cars nowadays. I hope to be in this industry for a long time, so I’m doing all I can to make sure it stays that way.”

When he’s not in the shop, everything is all NASCAR all the time for Michael Robinson.

“NASCAR is my favorite hobby, as well as my family’s,” he says. “We love going to races and watching races on TV – as well as going to the local dirt tracks and watching events there. My favorite driver is Brad Keselowski, who drives the No. 2 Miller Lite car, but my son’s favorite is Kurt Busch, who drives the No. 41 for Stewart-Haas.”

Whether it’s with his family outside of the business or his family of three employees inside the shop, Michael is surrounded by the automotive industry and strong relationships wherever he goes.

NJA

New Jersey Automotive | May 2016 | 59

VENDOR SPOTLIGHT continued from page 26

Courteous drivers deliver your orders.

don’t have OEM parts that are built specifically for the vehicle that you’re driving, it could affect how that car reacts should you have an accident. The safety of the consumer is actually in jeopardy.”

By the time Sobolewski joined Toyota of Morristown as a parts driver in 1991, she already had years of industry experience under her belt. Growing up watching her father run a body shop in Paramus, she learned the importance of working to please each and every customer who needs help. Once with the dealership, she honed her skills on the parts side of the fence. Now, with a year as parts manager behind her, she is more dedicated to servicing the automotive world than ever.

“The industry has been in my family forever,” she says. “I almost see these body shop owners as being like my father had been – hard-working and dedicated to putting out quality to customers.”

This goal is accomplished at Toyota of Morristown by a solid crew of five drivers and five in-house parts professionals.

“The part itself doesn’t need to be managed; it comes down to personnel,” she offers. “You need to have the right mixture of personalities in order to make it work. I look for somebody who is a positive thinker. This is a very important aspect; I look for people who have a ‘can-do’ attitude towards the customer as opposed to saying, ‘Oh, well. I tried.’

Our people step above and beyond the expectations of our customers.”

Toyota of Morristown’s wholesale parts department is open Monday through Friday, 7am to 5pm. For more information on Toyota or Subaru wholesale parts, email wholesale@toyotaof morristown.com or wholesale@ subaruofmorristown.com or call Kathy Sobolewski at (973) 540-1111 x 755.

NJA

60 | New Jersey Automotive | May 2016

New Jersey Automotive | May 2016 | 61

ADVERTISERS’ INDEX Access Commercial Capital....................19

Glen Toyota ..........................................OBC

Princeton BMW ....................................39

Acme Nissan ........................................4

Hyundai Group ......................................28

Princeton MINI ......................................20

Amato Agency ......................................21

JMK Saab/Fiat of Springfield..................62

Sherwin-Williams ..................................48

AP Media ..............................................46

Klean Frame..........................................60

Subaru Group........................................55

Audi Group............................................32-33

Levittown Ford ......................................57

Subaru of Morristown ............................27

Axalta Coating Systems ........................6

Maxon Mazda........................................41

Town Motors ........................................13

BMW Group ..........................................22-23

Maxon Hyundai......................................34

Toyota Group ........................................58

BMW of Springfield................................29

Mazda Group ........................................31

Toyota of Hackensack ............................IFC

Bridgewater Acura ................................53

Mike Kaufmann Dealer Group ................40

Toyota of Morristown ............................27

Cadillac of Mahwah ..............................25

MINI Group............................................43

Tri-State Luxury Collection ....................8-9

Classic Audi ..........................................18

Mitsubishi Group ..................................49

USI of North America ............................19

Collision Equipment Company................11

Mopar Group ........................................10

Valtek....................................................52

Clinton Acura ........................................IBC

NUCAR..................................................14-15

VIP Honda ............................................53

Empire Auto Parts..................................60

Paul Miller Audi ....................................47

VW Group ............................................61

Flemington Audi ....................................5

Phillipsburg-Easton Honda ....................IBC

Westbury Jeep Chrysler Dodge Ram SRT...56

Flemington Group..................................42

Porsche Group ......................................35

Wheel Collision Center ..........................52

Fred Beans Parts ..................................17

PPG ......................................................3

Grand Prix Subaru ................................57

Polyvance..............................................54

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62 | New Jersey Automotive | May 2016

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