New Jersey Automotive August 2016

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)

12th Annual Lou Scoras Memorial Golf Outing Registration

August 2016 $595

15 Years Later:

www.grecopublishing.com

Why the License Law Still Matters

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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

VOLUME 46, NUMBER 8 | August 2016

contents 10 OUT OF BODY (AND MECHANICAL) EXPERIENCES 12 PRESIDENT’S MESSAGE 16 EXECUTIVE DIRECTOR’S MESSAGE 22 2016 AASP/NJ ANNUAL LOU

SCORAS MEMORIAL GOLF OUTING REGISTRATION

24 MECHANICAL CHAIRMAN’S MESSAGE 25 I-CAR CALENDAR 62 NJA ADVERTISERS’ INDEX

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

NEWSFLASH 18 Navy Vet Killed in Self-Driving Car Accident 19 Greco Publishing Welcomes Editorial Assistant Chloe Durante LOCAL NEWS by Chloe Durante 28 AASP/NJ Hosts License Law Training Courses

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) SALES DIRECTOR Alicia Figurelli (alicia@grecopublishing.com) EDITORIAL DIRECTOR Joel Gausten (joel@grecopublishing.com)

MECHANICAL FEATURE by Joel Gausten 35 Wake Up! What Mechanical Shops Need to Know NOW NATIONAL FEATURE by Chloe Durante 43 OEMs Join the Scanning Bandwagon

50 COVER STORY by Joel Gausten 15 Years Later:

Why the License Law Still Matters NO BRAKES by Ron Ananian 56 Sunday Dinner

CREATIVE DIRECTOR Lea Velocci (lea@grecopublishing.com) EDITORIAL ASSISTANT Chloe Durante (chloe@grecopublishing.com) OFFICE MANAGER Donna Greco (donna@grecopublishing.com)

AUTOMOTIVE RECYCLERS ASSOCIATION OF NEW JERSEY 58 Wharton Insurance Briefs

CONTRIBUTING EDITORS Charles Bryant • Tom Greco • Jeff McDowell Mitch Portnoi • Ron Ananian • Keith Krehel Jerry McNee Published by: Thomas Greco Publishing, Inc. 244 Chestnut Street, Suite 202, Nutley, NJ 07110 Corporate: (973) 667-6922 / FAX: (973) 235-1963

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.

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OUT OF BODY (AND MECHANICAL) EXPERIENCES

EMPLOYEE HANDBOOK

Over almost 30 years as a small business owner, I have been extremely blessed with the majority of my employees. In fact, whenever people ask me what the secret is to staying in business this long, I tell them the only secret is a God-given talent for hiring great people.

But as the years go by, as much as I can say that about my company’s core, I also have to acknowledge that I have struck out more than I would like to admit. Sometimes it was my fault - sometimes it was the employee’s.

The one constant is that if they were

by Thomas Greco, Publisher

replaced, it was done for the good of the company. That really has to be the number one rule if you want to succeed and last.

You can find the names of the core of this company on the contents page of this magazine. Now, let me tell you about some who didn’t necessarily get that far. I’m sure many of you can relate.

When I first opened up shop, it was just myself and a saleswoman with whom I had worked at a previous company. I wasn’t that friendly with

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her, but she seemed to know what she was doing. She was also very pretty, so she had an easy time getting in to see potential advertisers in the male-dominated, macho industry of the late ’80s.

Plus, we had a shared hatred of our former boss.

I soon found out that my chauvinistic view was not only incorrect, but also ineffective. Sure, she got in the door, but once she did, she really didn’t know how to close a sale. She only lasted about a year. The next salesperson was also a former co-worker of mine. She

was very good, but wasn’t really into the job. She lasted two or three years and we parted amicably. At this time, I also began looking for an editor and again turned to my former company.

Luckily, the kid I had mentored finally saw the light about the boss. I reached out to him, and he joined my operation.

Chalk that one up in the “win” column.

Unfortunately, even though he was good at his job, he really wanted to coach and teach, which I believe he still does to this day.

Most of you who have been in business for a while go through many employees for one reason or another. That’s what happened throughout the later years until I found “the core” that I keep referring to. But there are three stories that I have to share: The first serves as a warning, the second is quite sad and the third has a happy ending.

Around 1991, I branched out and started publishing my second magazine. It was a national title, so I needed someone who had experience in dealing with corporate sales. I again went back to my old company and hired…well, I can’t really use the word “hired.” We had a handshake deal that he would work as an independent contractor out of his office and I would pay him a commission on paid sales. I liked the guy a lot when I worked with him at the old company. He seemed cool and good at what he did. Yes, a little strange (aren’t we all?), but I figured I’d deal with that as long as he produced.

Getting any magazine off the ground, never mind a national one, is very difficult. We struggled for a few years. It didn’t matter if my company was making money; the salesman just wanted to get paid. I would set minimums; he would come in low. When pressed, he

would just dismiss my concerns and ask to be paid. Now here’s where I screwed up: Even though the advertisers were contracted with my company and had their checks made payable to my company, we used his office as our mailing address. So every couple of days, I would travel to pick up the checks, deposit them and then send him a commission.

After four or five years of declining sales, I had had enough and fired him.

The problem was, even after I changed the address on the billing, checks were still going to his address. After about a month of no checks coming in, I called the advertisers. They said the checks were deposited and cashed.

I said, “That can’t be possible.” They faxed (faxed!) me proof. This asswipe was taking the checks made out to my company and depositing them into his personal account! continued on page 61

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PRESIDENT’S MESSAGE

giving back – and giving thanks

As I sit down to write this message, I’m getting the shop in order so that I can travel later this afternoon to meet with representatives from the Memorial

Sloan Kettering Cancer Center. Thankfully, this meeting is a happy one: Today, AASP/NJ will present a donation check to the MSK community for $1,000 to

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by Jeff McDowell

help advance their mission of furthering prostate cancer care and research.

These funds were generated by the proceeds of the association’s recent Race Night event in June (“2016 AASP/ NJ Race Night Gives Back,” NJA July 2016). Prostate cancer is unfortunately something that’s close to so many of us these days, and so we are very proud to be able to help contribute to efforts to care for, slow or prevent the disease.

Once again, I thank all who participated in our 2016 Race Night event. As you can see, your contributions went towards not only a fun night out of the shop, but also a very good cause.

In our industry, the relations between insurers and shops can be tense at times, to say the least. Despite the occasional frustrations, there are a number of genuinely committed insurance representatives out there who are aware of our struggles and work to create a relationship that’s beneficial to both insurers and repairers. For over 30 years, Diane Kelly has been one of those people. In her work for New Jersey Manufacturers Insurance Companies (as the Premier Car Care Program manager and later, a claims administrator), Diane worked with numerous facilities over the years in settling claims and getting drivers back on the road.

In a time where you hear so much about the adversarial relations between insurers and repair professionals, Diane has stood as proof that it is possible for shops to work with the insurance industry to make sure that our mutual goal - satisfying the customer – is reached respectfully and in a way that benefits both parties. After over three decades of helping to support us, Diane retired from NJM on August 1. I’m sure I speak on behalf of many shops out there in thanking Diane for her years of service to our industry and in wishing her well in her retirement. NJA

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EXECUTIVE DIRECTOR’S MESSAGE

we are living in exciting times (Don’t stress – Embrace them!)

by Charles bryant

Who would have thought that cars would actually drive themselves? Sure, we used to read about it in the comic books years ago, but that was all make believe in an attempt to keep the readers’ attention. Do you remember the Jetsons’ Flying Car? Well, guess what? The stories we once read about what the future might hold have finally arrived, and we are actually privileged to be living in them. I can remember saying that I would be long gone before cars were actually capable of driving themselves. Boy, was I wrong.

It seems like the changes in the automotive industry that we read about long ago were long-term predictions that many of us thought would never come to pass. But all of a sudden – BANG! We are living in the future. Self-driving cars are right around the corner. In fact, certain vehicles now have the partial ability to do this, thanks to features like Autopilot.

So, why am I writing about this? The answer is quite simple. Rather than fear the upcoming changes with futuristic vehicles, we need to embrace them. Please allow me to explain.

I have been running the AASP/ NJ Hot Line for the collision industry for many years. When something happens in our profession that is newsworthy, especially in New Jersey, the phone lines don’t stop ringing.

The Hot Line was first created to assist collision industry members with related issues or problems, but it has now evolved into a lifeline for many. I am proud to say that we have helped many people in the collision industry over the years. Shop owners have come to rely on the Hot Line for answers to their questions when they feel like they have no other place to turn. Shop owners value this service because it gives the members of AASP/NJ a place to get answers to tough questions all day, every day.

I mention the AASP/NJ Hot Line because of some of the recent calls,

which are not only revealing, but very disturbing. Based on a number of these conversations, it appears that longtime AASP/NJ members are concerned that the industry is changing too fast. Simply put, they are afraid that they might be left behind. Well, I am writing this article to tell our readers to take a deep breath and relax, because it is not as bad as it may seem. Change always seems to scare people at first - especially the type of changes we are seeing in the collision industry today. However, rather than fear these changes, we simply need to incorporate them into our field.

It was not that long ago that

the traditional body-on-frame cars changed to unibody construction. At that time, many people in the industry panicked and grew fearful that they would not be able to adapt. Well, guess what? We all made it through, and now it seems silly to have ever been worried about it. When you look at what’s happening now in comparison to what happened back then – when the vehicle structure changed from the body-and-frame type to the unibody construction – things really aren’t too different. And we all got through it.

I will be the first to admit that I’m not too fond of change; however, I continued on page 60

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NEWSFLASH

Navy Vet Killed in Self-Driving Car Accident

According to a June 30 story by the Associated Press (tinyurl.com/zzbhjma), Navy SEAL veteran Joshua D. Brown of Canton, OH was killed on May 7 in the first major US accident using self-driving technology. Brown was driving a Tesla S sports car in Williston, FL while operating the vehicle’s “Autopilot” assist feature, which subsequently failed when a large tractor-trailer attempted to intersect with him. Neither Brown nor the assist feature applied the brakes to the vehicle, causing Brown to crash directly into the side of the tractor-trailer. According to the National Highway Traffic Safety Administration (NHTSA), the white side of the trailer (which was perpendicular to the Model S) was against the brightly lit sky, making it very difficult to differentiate between the two surfaces. In addition, Tesla says that before Autopilot can be used, drivers have to realize that the system requires both hands to be placed on the wheel at all times.

While Tesla acknowledges the feature is not perfect, they said, “When used in conjunction with driver oversight, the data is unequivocal that Autopilot reduces driver workload and results in a statistically significant improvement in safety.” NHTSA’s Office of Defects is continuing the investigation. NJA

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NEWSFLASH

Greco Publishing Welcomes Editorial Assistant Chloe Durante Thomas Greco Publishing, Inc., publishers of New Jersey Automotive, Hammer & Dolly, New England Automotive Report, AASP-MN News and Wisconsin Automotive News, is pleased to announce the addition of Chloe Durante as the company’s editorial assistant.

A 2013 graduate of Montclair State University, Durante will assist Editorial Director Joel Gausten in developing editorial content for New Jersey Automotive, covering industry events and interviewing members of the AASP/NJ community.

“It’s always great to welcome new blood into the company,” offers TGP, Inc. President Thomas Greco. “Chloe brings a fresh perspective into TGP, and I’m sure she will do the same with the automotive repair industry.”

Chloe Durante can be reached at (973) 667-6922 or chloe@greco publishing.com. NJA

NEW MEMBERS Andrews Auto Body, Brick Cluen’s Auto Body, Bloomfield

For immediate information, contact AASP/NJ Executive Director Charles Bryant at (732) 922-8909 New Jersey Automotive | August 2016 | 19

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MECHANICAL CHAIRMAN’S MESSAGE

The Costly Winter to Come – Snow Plow Industry Under Siege

Although it’s still the summer, I’d like to focus your attention on an issue that could be a very big deal for some of you before you know it.

As some of you may remember, my plow company, Snowbusters, has been in operation since 1982. In order to provide a high level of winter service every year, I spend big money (to me, at least) purchasing new equipment, repairing existing equipment and stocking up on large amounts of deicer. During the winter season, I often work long, crazy hours. Shifts lasting more than 24 hours and seven-day workweeks are common. Two winters ago, I worked 49 days straight. In order to be in position, I have not gone on a winter vacation for 34 years, and I gave up snow skiing out of fear that an injury would prevent me from working.

While paying my dues both financially and with my commitment of time, a new challenge has arisen, largely driven by our legal system — slip and fall/completed job insurance availability and affordability.

Many insurance companies have raised rates 100-200 percent in a year’s time, and many snow contractors are having trouble obtaining insurance at any price. The knee-jerk reaction is to blame the insurance industry, but if you “drill down” and analyze the situation, I can say with confidence the fault lies elsewhere. We in the industry are being told that insurance companies are paying out approximately twice as much as they are collecting in premiums, clearly losing money at an alarming rate. Many (if not most) insurance companies have left this market completely.

Causes:

by keith krehel

Assumption of Guilt: From what I have witnessed firsthand, snow plow vendors are presumed guilty pretty much every time there is a slip and fall – both real and imagined. If someone claims to have fallen, there is little burden on the alleged victim to prove when the accident occurred and what caused it. With many accidents, there is no evidence that a hazardous situation ever existed; yet, the snow contractor learns of these alleged accidents months (if not a year or more) later, quite often just before the statute of limitations has expired. How are we to confirm a situation existed several seasons prior? Surely, there should be some burden to prove a hazardous situation. This sort of sounds like your doctor being liable every time you get sick. If a dangerous situation did exist, why is there no responsibility on the victim or first responders to confirm and report an alleged hazardous situation before more people are hurt?

Accountability for Monitoring: Most slip-and-falls occur days after a storm, often following several freeze/ thaw cycles. Contractors should NOT be responsible for a site eight or more hours after leaving it, unless the contract specifically notes the contractor is on “snow watch” and is paid for monitoring trips. We should, however, be required as professionals to respond “post storm” to a customer’s request for service promptly, allowing reasonable time to prepare and travel to the site. Obviously, occupants of properties are in the best position to monitor a site following a storm, as they are on site and the contractors are not.

Some owner/occupants are oblivious or choose to turn a blind eye towards a

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situation to avoid paying for the service call required to correct it.

Quick to Close: One area where I will place blame on insurers is in their reluctance to fight a winnable claim. Too often, the insurers are willing to pay out quickly to close a suit to save money and avoid more legal proceedings and possibly a trial. It seems to me that if insurance companies set a precedent of putting up a fight, there would be less (frivolous) claims, especially for the companies willing to fight.

Concentration of Liability: Since the responsibility of slip-and-fall claims are easily passed to the snow contractor, the contractors can become “toxic” to the insurance companies. For example, take 30 properties during one busy winter. There would be a strong possibility of one “accident” per year, but since it is among 30 properties, each property should go a long time between incidents (20-30 years). Now, take those same 30 properties and place all liability with one entity – the hapless snow contractor – and you have someone who gets sued pretty much every year and will quickly become uninsurable.

Hold Harmless Agreement: Many contracts have “Hold Harmless” clauses included, placing the contractor’s insurance as primary in case of incident (regardless of the cause). While it is not a smart idea to sign such a contract, many contractors feel pressured to do so to “stay busy” during the winter, while others may simply miss or not understand what they are signing. Keep in mind that it is the owner/occupant’s property, with his or her employees and

CALENDAR customers at the site. Not reading and understanding a contract is foolish and irresponsible. I remember a line from an episode of The Odd Couple: “What you don’t know can hurt you a whole lot.”

Inherent Design: Many sites I have serviced have inherent design flaws that can lead to repeated dangerous situations.

One condominium site had multiple layers of open stairways that allowed precipitation to drip from one level to the next and refreeze. Other locations are characteristically dangerous. For example, someone chose to build a medical office on a heavily pitched lot; in another case, a hospital was built on a hill that becomes challenging with the slightest of storms.

These conditions were not created by the snow contractor, but we are often held accountable.

In Closing:

Snow contractors should be liable for incidents directly caused by their actions while on site, and they should not leave until the site is “done.”

As insurance rates rise for contractors, those increases will ultimately be paid the consumer, as snow contractors pass on these increases to them to stay in business.

Snow contractors come in all shapes and sizes (some more capable and equipped than others), but all are attempting to mitigate Mother Nature and Old Man Winter. We did not create the mess we are attempting to clean up.

Increases in rates and limited availability of insurance may cause many contractors to leave the business, which could lead to bigger problems. NJA

August 4 Replacement of Steel Unitized Structures LKQ Corp., Kearny August 17 Plastic & Composite Repair Jost Garage, Wall Township August 22 Steering & Suspension Damage Analysis Keystone Automotive, Palmyra Automotive Foams Keystone Automotive, Palmyra August 23 Advanced Steering & Suspension System Damage Analysis Keystone Automotive, Palmyra Rack & Pinion & Parallelogram Steering Systems Keystone Automotive, Palmyra August 24 Aluminum-Intensive Vehicle Repairs Keystone Automotive, Palmyra

Hazardous Materials, Personal Safety & Refinish Safety Keystone Automotive, Palmyra August 25 Alternative Fuel Vehicle Damage Analysis & Safety LKQ Corp., Kearny Aluminum Exterior Panel Repair & Replacement Keystone Automotive, Palmyra Vehicle Technology & Trends 2016 Keystone Automotive, Palmyra August 26 2015 Ford F-150 Structural Repair Training Course Keystone Automotive, Palmyra August 31 Squeeze-Type Resistance Spot Welding Jost Garage, Wall Township For more information, visit i-car.com NJA

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LOCAL NEWS by Chloe Durante

AASP/NJ HOSTS LICENSE LAW TRAINING COURSES

Larry Montanez of P&L addressed the engaged crowd of Toms River.

On June 30 and July 7, AASP/NJ hosted Larry Montanez of P&L Consultants for two regional training seminars in Totowa and Toms River, respectively. All who attended these events received training certificates good towards renewal of their shops’ 2016 New Jersey Auto Body License. In an effort to encourage all shops in New Jersey to participate, both meetings were open to members and non-members alike.

Montanez’s presentations covered a variety of topics including post-repair inspections, guidelines for claim settlements and even the laws of motion. More importantly, Larry discussed the common mistakes made by technicians who don’t participate in OEM training or third-party education programs such as I-CAR. As cars get more complex, technicians can’t squeeze by with just on-the-job training.

“Let’s face it, you young guys aren’t exactly getting in-depth training at your body shops. They throw you to the wolves, so these classes and programs are vital to everyone in the industry.”

According to Montanez, while evolving technology allows consumers to reap the benefits of assisted features such as back-up cameras and fancy navigation systems, it has inadvertently resulted in a rise of an entirely new epidemic: Texting and driving. In his seminars, Montanez brought awareness to repairers and discussed the major issues it causes with insurance companies.

“Cars with five-star ratings are failing these new ‘slight offset’ tests miserably. Why? Because when someone is texting and driving, their car doesn’t go far; it slightly drifts to one side…Believe it or not, texting accidents are very 28 | New Jersey Automotive | August 2016

different types of collisions. Now, cars need additional airbags and sensors to pass these offset tests and prevent serious injuries from occurring.”

Another major controversy discussed throughout the seminars was the pre- and post-scanning of vehicles.

Montanez acknowledged that while these tools are pricey, they are an investment that will save shop owners a lot of heartache by being proactive. Even if smaller shops can’t afford to purchase these diagnostic scanning tools, they should at least have their technicians referring to the OEM repair information of the particular vehicle they’re working on.

“How many people look up repair information on every single car when they write an estimate?” he asked, upon which not a single hand was raised. “You cannot assume anything in this industry…We are in an age now that is rapidly changing. Not having the time is simply not an excuse anymore.”

As expected, Montanez was more than ready to educate technicians from all over the Garden State with his years of collision repair expertise. He raised thought-provoking questions that had attendees engaged throughout the two-hour seminars.

“One of our top priorities is to make sure our members are educated and prepared for the regulations required,” AASP/NJ President Jeff McDowell told New Jersey Automotive following the meetings. “Having someone as knowledgeable as Larry come in and help us with that is invaluable. Our goal is for all the collision repair shops in the state to join AASP/NJ so that everyone is educated and in compliance.” NJA

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Installing Audi Genuine Parts from an Audi dealer is priceless to your reputation and your customer’s pe Flemington Audi 213 Route 202/31 Flemington, NJ 08822 Toll Free: 800.216.5124 Fax: 908.782.9397 email: rmuir@flemington.com www.flemington.com

Classic Audi 655 North Macquesten Pky. Mount Vernon, NY 10552 914.663.2870 Fax: 914.663.2878 email: parts@westchesteraudi.com www.westchesteraudi.com

Audi Turnersville 3400 Route 42 Turnersville , NJ 08012 856.649.7560 Fax: 856.649.7565 www.turnersvilleautomall.com

Audi Eatontown 270 Highway 36 West Long Branch, NJ 07764 732.389.1743 Fax: 732.935.7585 www.eatontownaudi.com

DCH Millburn Audi 2211 Millburn Ave Maplewood, NJ 07040 Toll Free: 800.553.9250 Direct: 973.762.0262 Fax: 973.821.2040 www.millburnaudi.com

Paul Miller Audi 179 Route 46 East Parsippany, NJ 07054 Toll Free: 800.35.MILLER Parts Direct: 973.575.7793 Fax: 973.575.5911 www.paulmiller.com

Palisades Audi 127 Route 59 Nyack, NY 10960 Toll Free: 888-349-6075 Parts Line: 845-353-4870 Parts Fax: 845-358-5959 AudiParts@ThePremierCollection.com

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Audi Genuine Parts fan.

Is your shop experiencing insurance company demands, impatient customers and more complex repairs?

tomer’s peace of mind. Order Audi Genuine Parts from these select dealers.

Town Motors Audi 400 South Dean Street Englewood, NJ 07631 201.227.6506/6536 Fax: 201.541.0314 www.townmotors.com

Cherry Hill Audi 2261 Marlton Pike West Cherry Hill, NJ 08002 Wholesale: 856.665.5660 Fax: 856.665.4645 email: parts@cherryhillimports.com www.cherryhillaudi.com

Audi Brooklyn 211 63rd Street Brooklyn, NY 11220 Phone: 718.492.6400 Fax: 718.492.8899 rmerchant@audibrooklyn.com www.audibrooklyn.com

Audi Manhattan 800 11th Avenue New York, NY 10019 212.515.8200 Wholesale Direct: 212.515.8275 www.audimanhattan.com

Bell Audi 782 Route 1, Edison, NJ 08817 732.396.9360 Fax: 732.396.9090 www.bellaudi.com

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T

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

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

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Toyota of Morristown 169 Ridgedale Ave, Morristown, NJ 08960 Toll Free: 800-541-1127 Fax: 973-292-0872 www.toyotaofmorristown.com

Wake

Up!

What Mechanical Shops Need to Know Now By Joel Gausten

A

If you think technology is crazy now, know that it’s the tip of a very large iceberg that will dramatically change the mechanical service industry within the next three to five years.

s anyone who has been in this profession for even a decade knows, technology is reshaping the automotive world in fascinating ways. Think back just three or four years, and you’ll be amazed by how far things have come in such a short period of time. In order to remain profitable in this environment, astute shops need to look beyond the challenges of 2016 and investigate what 2020 might look like. If this is your first opportunity as an independent shop owner to put the brakes on and give this some consideration, then get ready for some major trends that will alter how you conduct and profit from business.

The pile of things to keep you up at night these days includes technology that will eventually replace the diagnostic connector under the dashboard with Bluetooth connectivity. Based on his extensive research into the matter, Longtime AASP/NJ member and New Jersey Automotive contributor Ron Ananian (R/A Automotive, Waldwick) says that this will likely occur within the next three to five years – with shops very likely having to be licensed to perform the Bluetooth procedure.

“The problem is how, when and what will they license us to do wirelessly,” he says. “Will we get around it? I’m sure someone in the aftermarket will figure it out, but it’s another step or two in the chain, more time-consuming and with more cost. Ultimately, we’ll pay more for it.

“Imagine the implication if the oil light reset is made a function of the scan tool, and the only way to connect to the scan tool is through Bluetooth – and the only way to connect through that Bluetooth is to be licensed,” he adds. “Are we going to pay a fee to the manufacturers per product line in order to have access to that software?”

New Jersey Automotive | August 2016 | 35

Like many, Ananian is already feeling the weight of hefty expenses for the scanning equipment he utilizes in the here and now.

Currently, he spends anywhere from $6,000 to $8,000 each year on software renewals, while a new scan tool ranges from $2,000 to $5,000.

Couple that with the fact that R/A Automotive utilizes more than a dozen different tools on the shop floor, and you can see why he is frustrated.

“If you’re in this for the long haul, you’re spending a lot of money on tools right now,” he says.

Ananian has been guided along in gathering information on the Bluetooth matter

by Steve Cook, a Cincinnati-based car enthusiast and veteran auto instructor who is an avid listener of Ananian’s radio show, The Car Doctor. After spending considerable time investigating developments on the diagnostic arena, Cook believes that shops are heading towards an unsure future at best.

“Some of this technology is not in concrete yet. It’s hard to say what direction you need to go with some of this stuff. It’s out there and they’re working on it...but what do you do?

Do you go out and spend the money now, or do you wait and find out exactly what’s going on? A lot of these independent shops have limited resources on what they can spend for technology upgrades. It’s darned if you do, darned if you don’t.”

So where does a forward-thinking automotive service or repair business go from here if they want to remain competitive? While it’s difficult to truly combat a challenge that hasn’t arrived yet, some are looking towards specialization as a way out.

“I don’t think the independents are going to go away,” Cook says. “I really believe that independents are going to have to specialize in [specific American manufacturers], or maybe just on Japanese imports or European cars.

Just the cost for service information and tools you need to work on those vehicles – whether

36 | New Jersey Automotive | August 2016

it be at a body shop or a mechanical shop – is unbelievable.”

“I think car companies have to realize that they’ll sell more cars if I as an independent know how to fix them,” adds Ananian. “I think what favors the independent is the sheer volume of vehicles out on the road, and it’s growing. But I think you have to be a smart independent. I think you’re going to have to work more towards specialization; you’ve got to know your market and know what you want in a customer. Your shop has to look like something above two skid marks and a service bay.”

In an industry where any shop owner struggles to simply get through the work lined up on a daily basis, AASP/NJ is working to ensure that members receive the news and information they need to be ready for when Bluetooth diagnostics or other game changers arrive on the scene.

“Everybody needs to be aware of what’s going on,” says Ananian. “If you say you don’t have the time, that’s fine because that’s what an association will do for you. We’ll keep you abreast of what’s coming down the pike. How you choose to react to it is completely up to you, but at least you’ve been warned.”

Naturally, this feature serves to introduce the tip of a very large iceberg that will dramatically change the mechanical service industry within the next three to five years.

Industry pros are encouraged to follow New Jersey Automotive and other AASP/NJ communications over the next several months to gain a greater glimpse into what will be needed for you to survive and prosper in the not-too-distant future. This industry can be expensive and frustrating, but it’s certainly never boring.

“If you’re going to survive as an independent shop, you’ve got to be on the cutting edge,” Ananian says. “The problem is, sometimes you get cut on that edge because it’s sharp.” NJA

New Jersey Automotive | August 2016 | 37

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New Jersey Automotive | August 2016 | 39

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OEMs Join the Scanning

Bandwagon

It’s safe to say that the widely discussed issue of pre- and post-repair scanning isn’t going anywhere – especially when OEMs are slowly but surely releasing position statements on the topic.

By Chloe Durante

This year, Mopar issued a document (available in full at tinyurl.com/hmbbxf7) that spelled out where they stood on the matter: Use of the Mopar wiTECH vehicle diagnostic tester is necessary before and after collision repair. ANY of the following conditions could trigger DTCs [diagnostic trouble codes] prior to or during collision repairs, which could result in improper vehicle performance: Vehicle is involved in an accident or collision, even though the damage may appear minor Vehicle has been in an accident with or without airbag deployment Voltage loss, including battery disconnects and hybrid battery disabling Significant vehicle disassembly including, but not limited to, bumpers, door handles, headlamps and mirrors Interior trim repair or removal Glass removal and replacement operations Any repairs performed without using Mopar parts and not following published repair guidelines and procedures may expose current or future vehicle owners and occupants to unnecessary risk. If faults were stored in the DTC memory for any safety or security system, then these systems MUST be serviced according to the repair procedures in Service Information. After performing repairs, recheck the system to determine if any active or stored DTCs remain; if so, take appropriate service action to ensure proper function.

New Jersey Automotive | August 2016 | 43

On June 20, Nissan also released a statement regarding pre- and post-repair system scanning (available in full at tinyurl.com/ zla5zvc): Nissan vehicles today have more technology and electrical components than ever before.

Today, it is necessary in most repair situations for the vehicle to have a pre- and post- repair system scan so that the repairer is informed of any trouble codes present, even in cases where there are no identifier lights on the dash.

A pre-repair system scan can identify items up front that are malfunctioning on a vehicle.

This helps the repair facility to fully understand the scope of the collision repair, even before starting. The post-repair system scan will confirm that trouble items have been properly repaired and systems are calibrated, helping to ensure our customers’ safety and satisfaction.

It is the stance of Nissan North America that all of our vehicles be scanned following a collision repair to help ensure the vehicles’ systems are communicating properly with no trouble codes outstanding. It is also recommended that, where appropriate, a pre-repair scan also be completed for reasons mentioned above. The safety of our customers is our number one priority, and we believe these preand post-repair scans are more and more integral to a safe, quality repair. We ask the general repair industry to adhere to these strict guidelines going forward.

Although automakers are guided by their legal teams not to incorporate words such as “mandated” or “required” in their position statements, pre- and post-repair scanning is highly recommended and encouraged.

While OEMs are taking a stand on the scanning issue, will it be required across the board in the future?

Although automakers are guided by their legal teams not to incorporate words such as “mandated” or “required” in their position statements, pre- and post-repair scanning is highly recommended and encouraged. Representatives from other OEMs tell us that they will be coming out with position statements on pre- and post-repair scanning in the very near future. It’s just a matter of putting a pen to the paper.

So if OEMs cannot directly require technicians to scan vehicles pre- and post-repair, what is the goal of the manufacturers such as Nissan and Mopar in releasing these statements? To raise awareness.

While many owners do advise their repairers and technicians to scan the vehicles prior to and after any repairs, they cannot guarantee that it is actually being done. When asked why scanning is not being done across the board, most shop owners and OEM managers will say cost is the main concern. It seems it’s easier for some shop owners to turn a blind eye than to bite the bullet and purchase a scan tool. But

44 | New Jersey Automotive | August 2016

what about the foreseeable costs of a faulty brake assist system on a vehicle that was not scanned preor post-repair? Many OEMs cannot help but to be concerned.

These high-tech vehicles with assist features need to be recalibrated after repairs, and shops are putting drivers at risk by not doing so. If the system malfunctions two weeks after a repair and the driver is severely injured, who is responsible for those injuries and damages?

If the vehicle had been scanned post-repair before being returned back to its owner, there wouldn’t be a need to point blame.

Of course repairers want to eliminate costs, but not if it means putting the lives of consumers in danger.

Scanning is about the safety of the consumers and really is a customer service/safety issue. When a customer brings his or her car in to be serviced, the car is scanned and re-calibrated to assure everything is running smoothly. It’s the same concept with repairing a vehicle.

Just because the repair is minor doesn’t mean nothing else has gone wrong within the vehicle. But if it’s not scanned before or after, how will anyone know? NJA

New Jersey Automotive | August 2016 | 45

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New Jersey Automotive | August 2016 | 49

15 Years Later: Why the License Law Still Matters

By Joel Gausten

If you own a collision repair shop in New Jersey, you know that September 30 is the day you have to renew your auto body license.

But newer members of AASP/NJ might not know that by fulfilling the requirements of the license, they are maintaining a system that the association had a huge part in creating for the benefit of the industry and the public it serves.

50 | New Jersey Automotive | August 2016

In 2001, AASP/NJ succeeded in getting crucial legislation passed in Trenton that added minimum equipment and training standards to the state’s Auto Body License Law. In addition to having suitable insurance and municipal and state permits and registrations, shops that receive full service licenses under the 2001 updates must meet minimum criteria including (but not limited to): equipment to safely raise and support vehicles for inspection during repair; a metal inert gas welder; an enclosed area for refinishing that complies with all applicable safety, fire, environmental and other regulations; the means to supply fresh air to workers within the spray area; a filtration method to reduce particles from the air exhausted from the spray area with standards established by the state or federal government; necessary equipment to perform structural repairs, four-wheel alignment, vehicle air conditioner servicing and mechanical repairs (or a written agreement [filed with the Motor Vehicle Commission] to subcontract with another auto body repair facility licensee or other party to perform the work); and the ability to provide evidence that at least one employee or 10 percent (whichever is greater) of employees have completed a recognized auto body repair related training course during the year immediately preceding the application for an initial renewal of the license.

By setting these new standards, AASP/NJ aimed to help the industry eliminate unregulated “backyard” shops that were very often performing repairs without the appropriate training, equipment and concern for public safety. Looking back at the 2001 revisions, AASP/NJ President Jeff McDowell remains adamant that it was the association’s place to get involved in strengthening the licensing requirements for body shops operating in the state.

“The initial reason for doing it was consumer protection,” he recalls. “If you’re issued a license by the state to do a particular service, there’s some implied guarantee to the general public that you’ve actually been checked to see if you’ve been qualified to do that. At the time, there were absolutely no qualifications [before 2001] except that you needed a Certificate of Occupancy for your building and to send the money in.”

The very first step to improving New Jersey’s existing licensing requirements was to make sure it was an endeavor that AASP/NJ was ready to handle. Once there was a consensus within the Board of Directors that the then-current law was

ineffective in fulfilling the public’s expectations that a licensed shop was competent enough to perform suitable repairs, the association began the lengthy process of convincing lawmakers of the need for additional – and considerably stronger – requirements that would hold the shop responsible for its actions. Longtime shop owner and AASP/NJ Hall of Famer Brian Vesley (Valtek, Inc.; Paterson) was one of a team of dedicated industry representatives (including, among others, late AASP/NJ Executive Director Cindy Tursi) who spent years walking the halls in Trenton to build support of association-sponsored legislation that would establish minimum standards once and for all. Although it took the better part of a decade for a version of the bill to finally get passed (which, as any veteran of the Capital will tell you, is typically how long something like this takes), Vesley considers the time well spent.

“It was not a hard sell for legislators to recognize that something ought to be done to assure the public that people who met the minimum requirements were likely to perform a proper repair as opposed to people who weren’t properly equipped or trained and didn’t have the proper facilities to do the repair. We also took the time to gain the support of the Motor Vehicle Commission to understand what it was they would be asked to regulate and license, and why it made sense.”

Of course, no State House slam-dunk is truly a success until the bill actually starts having an effect on what it aims to oversee. In the case of the Auto Body License Law, this means taking action against people who are unwilling or unable to comply. Prior to the revised Law, fines for unlicensed shops were $2,000 for the first offense and $5,000 for the second. With the passage of AASP/NJ’s legislation in 2001, those fines went to $5,000 and $20,000, respectively.

“That’s what really made the difference,” AASP/NJ Executive Director Charles Bryant says.

“That’s when the [MVC] started to enforce [the law] and go after unlicensed shops.”

Fifteen years since the revised License Law was made a reality, legitimate body shops continue to derive considerable benefits from the AASP/NJ endeavor.

“One of the questions any shop owner has when somebody comes in with a better system or a new technology is if it will make a difference to their efficiency and accuracy – and if they will be compensated for it,” observes Vesley. “When you have more people meeting a certain standard of equipment, training and performance, you tend to even out the playing field so that people are competing on the same terms. The better shops realized that they were competing with continued on page 58 New Jersey Automotive | August 2016 | 51

52 | New Jersey Automotive | August 2016

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New Jersey Automotive | August 2016 | 55

NO BRAKES by Ron Ananian

sunday dinner Every month, I think quite a bit about what to write for this column, and it certainly isn’t easy! For the most part, I’m sure most of you are tired of hearing me rant about the negativity surrounding this industry and how tough things have gotten overall. With that being said, I thought I would switch it up and talk about dinner at the diner, a Sunday family tradition for the Ananians. It gives us all a chance to catch up as a family – not to mention giving the ladies a night off from cooking.

This past Sunday, I went to dinner dressed casually in my blue jeans and t-shirt (an R\A Automotive shirt), which is not something I normally do. After five days of repairing and Saturday’s radio show, I like to save Sunday for my mental health day — a day of pure relaxation with my family. It usually works out great…until this time, that is. Little did I know that wearing a t-shirt would trip me up. I was standing around the front of the diner saying goodbye to some family members when one of the dishwashers from the kitchen came out to grab a smoke. He noticed the shirt I was wearing and asked, “ Are you a mechanic?”

It froze me in my tracks. Damn, I’d been made. After my obligatory nod, he proceeded to tell me about his 2000 Cadillac that overheated so badly that it wouldn’t make even make it out of his driveway. He told me he tried replacing the thermostat, the water pump and the coolant. He had “done everything he could think of and was at his wit’s end.” I then asked him some basic things. Did both radiator hoses warm

up after running? Did he burp the system of air? Were any dash warning lights on? “No, but running diagnostics gave me a fault code for the cooling fan circuit,” he replied. However, he assured me that couldn’t possibly be the problem, especially since the fans weren’t working when he bought it four months earlier. Clearly, the car did not overheat then, but he actually started to argue with me about it! He just kept saying, “It can’t be the cooling fans!” A bad assumption on many levels.

Whenever you are faced with a situation similar to this one, always remember one thing: Someone needs to be the mechanic and someone needs to be the customer. I tend to choose the role of mechanic – I mean, I do have the tool box and all that goes along with it. And I didn’t start doing this last week...

After he finished talking, I paused, properly positioned myself and gave him the rundown. continued on page 61

’Til next time, I’m Ron Ananian, The Car Doctor, reminding you that “Good mechanics aren’t expensive; they’re priceless.”

Ron Ananian, owner of R\A Automotive in Waldwick, NJ (est. 1978), is heard weekly in 140 markets on his nationally syndicated radio talk show. He is a working technician and former AASP/NJ Board member.

Beyond his radio show, Ron writes and speaks for the automotive industry at trade shows and events. Visit The Car Doctor online at www.cardoctorshow.com.

“The Car Doctor” can be heard LIVE in the New York market. Tune in Saturdays, 2-4pm on WRCR AM 1700 for new shows!

56 | New Jersey Automotive | August 2016

New Jersey Automotive | August 2016 | 57

ARANJ 2016 Officers President Bob Dirkes Dirkes Used Auto Parts (609) 625-1718 dirkesauto@gmail.com 1st Vice President Ian Szoboszlay Ocean County Auto (732) 349-0332 ian@cosmosautoparts.com 2nd Vice President Darryl Carmen Lentini Auto Salvage (908) 782-6838 darryl@las-parts.com 3rd Vice President Joe Goodman Leesville Auto (732) 388-0783 joeg@leesvilleauto.com Executive Director Brian Snyder Auto Recyclers of NJ (609) 714-2339 brian@aranj.org

ARANJ 2016 Board of Directors Mike Ronayne Tilghmans Auto Parts (609) 723-7469 tilghmans@snip.net Mike Yeager EL & M Auto (609) 561-2266 elandmauto@aol.com Rodney Krawczyk Ace Auto Wreckers (732) 254-9816 aceautonj@comcast.net Mike Caputo Lacey Used Auto Parts, Inc. (609) 693-0898 laceyautomike@aol.com Bert Witcraft Auto Express (856) 728-8367 Ed Silipena American II Autos (609) 965-6700 esilipena@yahoo.com Harry Shover Porchtown Auto (856) 694-1555 Norm Vachon Port Murray Auto (908) 689-3152 portmurrayauto@yahoo.com

ARANJ

The Automotive Recyclers Association of New Jersey

Wharton Insurance Briefs An ARA Member

Think Before You Respond!

You may be putting all your assets at risk by responding inappropriately during a heated employee/employer conversation! You can obtain insurance coverage for this exposure; however, your best risk management practice is to think before you respond.

Executives at as many as half the firms surveyed in a recent poll say it is likely that an employee may sue them, their board members and their company and/or lodge a discrimination complaint with federal or state authorities. Nearly one-third believe that an allegation or actual case of wrongful termination, discrimination or harassment has the potential to inflict financial or other serious damage to their company.

Employment Practices Liability Insurance provides you and your company with coverage for this type of exposure.

Some companies offer a policy for as low as $500. Completion of a one-page application can secure quotes within a week.

As always, we are here to give you more information about these issues. If you should have any questions or would like to obtain a quote, please contact me. NJA Mario DeFilippis, AAI, Vice President (800) 221-0003 (ext. 1320) (908) 513-8588 (cell) mdefilippis@whartoninsurance.com

58 | New Jersey Automotive | August 2016

COVER STORY continued from page 51 people who shouldn’t be in business and calling themselves collision repairers. Without a License Law, they had to rely on the consumer trying to figure that out in the dark.”

To ensure that education remains a major focus for real shops in New Jersey, AASP/ NJ has spent the last several years hosting a number of courses that attendees can use towards meeting requirements of the License Law. Most recently, the association hosted well-known presenter and New Jersey Automotive Technical Writer Larry Montanez for two seminars in Totowa and Toms River.

(See our coverage on page 28). Every AASP/ NJ-sponsored event is designed to provide an overview of what’s coming down the pike and how members can prepare for it.

“Our goal with training meetings is to try to provide the latest information that’s out there on the new vehicles,” offers McDowell.

“If they’re not getting it anywhere else, at least they’ll be getting it from us.”

Although the current Auto Body License Law succeeds in separating real collision repair facilities from backyard shops, McDowell stresses that the requirements within it should be considered a minimum foundation for a professional shop – not everything repair businesses need in order to proposer in 2016.

“The standards that are still in place for the license application are those from 15 years ago,” he says. “It’s on the individuals to take on any more knowledge, training and equipment than what they had in 2001.”

Of course, one of the best ways for any serious shop owner to stay one step ahead of major changes in the industry is by being an active part of the AASP/NJ community.

Whether it’s a serious concern regarding the License Law or a payment issue with an insurer, there is no issue too big or small for the association to address on a member’s behalf.

“Every shop in the State of New Jersey should be a member of AASP/NJ,” Bryant says. “We’re unique to every other association in the country in that we have a Hot Line that’s open all day, every day.”

If you have any questions concerning your auto body license application or renewal, contact Charles Bryant at the AASP/NJ Hot Line at (732) 922-8909. NJA

LET US TURN THEM AROUND!

Contact New Jersey Automotive Sales Director Alicia Figurelli

973.667.6922 ALICIA@GRECOPUBLISHING.COM

New Jersey Automotive | August 2016 | 59

EXECUTIVE DIRECTOR’S MESSAGE continued from page 16 know that change is necessary in order to improve and grow. The evolution that is taking place in the modern vehicles on the roads (and the changes to come in the near future) are vital to improving our industry and our lives.

These changes will produce safer vehicles for our loved ones. Yes, they will be less likely to get in accidents, so the workload of our industry might be affected, but shops will be paid much more for the complex repair procedures required. The industry must accept and adapt to the inevitable. Concentrating and specializing in specific makes and models of vehicles seems to be where this industry is headed.

Repair shops are catching on by becoming certified to repair particular manufacturers’ vehicles. In these situations, the shop owner is in a much better position to demand whatever he or she feels the facility’s services are worth and be paid accordingly. The vehicles may be more complicated to repair at first, but it will become routine as time goes on and we become more familiar with them.

I never thought I would be around to see self-driving cars, but it now looks like I will actually be traveling in one before long. Who knows, maybe the Jetsons’ Flying Car is not that farfetched after all. So, my message this month is not to panic but instead to embrace what’s happening. As these new and amazing vehicles continue to change, so will the training that will be required to repair them.

As in the past, AASP/NJ will be here to help our members deal with the challenges and to bring forth the information and training needed to cope with issues as they arise. This is not the type of article that I usually write; however, after hearing from some of our members, I felt compelled to try and put our members’ minds at ease.

AASP/NJ is here to help, and we look forward to what the future holds for our industry. NJA

60 | New Jersey Automotive | August 2016

OUT OF BODY (AND MECHANICAL) EXPERIENCES

NO BRAKES

continued from page 11

continued from page 56

I called the bank and told them what was going on. They told me to go to the police and file a forgery complaint. I did that. The police said I didn’t have a case. So let’s recap: The checks were made out to my company. He put my company’s name on the back of the checks made out to my company, signed his name and deposited them into HIS account. That’s not forgery? Or fraud?

They said it wasn’t their problem.

Long story short, I had to sue him for the $12,000 rightfully owed to me.

Over the next year or so, I found myself in depositions and courtrooms. I couldn’t understand it. It was black and white. Could YOU take checks made out to ANOTHER COMPANY and deposit them into YOUR account? Common sense, right? The judge seemed to think so. I can still see my lawyer walking into my office with a raised fist, saying, “We won!” Justice prevails!

Not so fast…

Somehow, Mr. Forgery was granted a private meeting with the judge.

Don’t ask me how. To this day, I still don’t understand it. Soon after, the judge changed the ruling to split the $12,000 down the middle. After legal fees and everything else, I lost money. Oh, yeah…A couple months later, I had a heart attack.

A few years ago, my former company’s original owner (whom I loved) had a 60th birthday party. He invited everyone who used to work for him. Of course, I got there late and walked in to nothing but a huge welcome from all my former co-workers. As I shook hands and gave hugs, I suddenly turned to my left and there was this jerk (Mr. Forgery) standing there, with his hand out and a smile on his face like the Joker. I looked him the eyes, turned my back and walked away.

There’s your warning lesson.

The sad lesson will be quick and painful. Back around 2000, I was looking for ANOTHER new salesperson. I happened to run into an old friend from way back in grammar school. He had sales experience and was looking for a change, so I figured, “What the hell?” We had a good 13 years together—ups and downs, good times and bad times. But ultimately, for the good of the company, we had to part ways. That conversation was one of the hardest I’ve ever had. It still bothers me to this day, but with any decision like that, it had to be done for what I felt was best for my company. (And I was right.) We haven’t spoken in two years. Sad lesson: Forty years of friendship can go down the drain faster than anyone can imagine when you hire a friend. Don’t.

Lastly, the happy lesson is just really a feel-good story to end on. Back in 1998, a woman walked into my office with a bouffant hairstyle, reeking of perfume. She was applying for the job of editor. She got the job and stayed with the company for three years. She was good at what she did, but her heart was never in it. She had a habit of making us laugh every day with her jokes, wisecracks and impressions. At the time, it was just her, Lea (our creative director) and me in a tiny little office, often working until the wee hours of the morning.

But it was easy because this woman was so goddamned funny. We laughed as much as we worked. A few years ago, she finally followed her dream and moved to California. She is now a frequent guest on The Howard Stern Show, a standup comedian, a podcast host and the voice of several animated characters on TV and in movies. Just last week, I watched her win $10,000 as the best impressionist on Dana Carvey’s First Impressions show. Her name is Rachel Butera, and I am damn proud of her.

But I’m even more proud of my core. They know who they are. NJA

“You purchased the car in April; this is July. You also said you changed your job; the old one had you doing all highway driving with few stops; this one takes you all back roads. A very different driving and heat load style of operation. And lastly, how can you consider solving an overheating issue while ignoring the most basic part of the system? The cooling fans don’t work!” His reaction was less than ideal: Argumentative, stunned, unable to respond and yet still maintaining that I was wrong. He crushed his cigarette under his sneaker, said “thanks anyway” and went back to work. All the while, I’m thinking, I guess this is my fault for having common sense. So much for the day off.

THE BOTTOM LINE IS…

When vehicle owners come into my shop, I, as the professional mechanic, am obliged to diagnose, communicate and repair the vehicle. Consumers don’t call the shots at my shop—I do! And so should you. Over the years, as I listen to those in this industry tell me nerve-shattering stories about customers trying to dictate how to repair their cars to the techs, it makes my blood boil. In the words of the late Guy Citro of AASP/NJ, “That dog don’t hunt.” Always have the facts ready, present your case, get paid for what you do and MOVE ON. You have to be the professional. The customer interaction starts at the front counter of your shop, so make sure the customer understands the dynamics of your business the moment they walk in. Get a repair order signed immediately; if you don’t, the customer may get the wrong impression on who’s in charge. If you let them become the mechanic, you will lose any argument with them from that point forward. NJA

New Jersey Automotive | August 2016 | 61

ADVERTISERS’ INDEX Access Commercial Capital...................... 18

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

Polyvance................................................. 48

Acme Nissan............................................ 13

Hyundai Group......................................... 31

Princeton BMW........................................ 45

Amato Agency.......................................... 17

JMK Saab/Fiat of Springfield.................... 59

Princeton MINI.......................................... 10

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

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

Sherwin-Williams...................................... 41

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

Levittown Ford.......................................... 39

Subaru Group........................................... 49

BMW Group........................................26-27

Lynnes Nissan East.................................. 18

Subaru of Morristown............................... 53

BMW of Springfield................................... 23

Maxon Mazda........................................... 40

Town Motors............................................ 42

Bridgewater Acura.................................... 30

Maxon Hyundai........................................ 46

Toyota Group............................................ 34

Cadillac of Mahwah.................................. 20

Mazda Group........................................... 57

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

Classic Audi.............................................. 12

Mike Kaufmann Dealer Group................... 12

Toyota of Morristown................................ 53

Collision Equipment Company.................... 4

Mini Group................................................ 47

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

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

Mitsubishi Group...................................... 54

USI of North America................................ 18

Dover Dodge Chrysler Jeep...................... 62

Mopar Group............................................ 11

Valtek....................................................... 19

Empire Auto Parts.................................... 19

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

VIP Honda................................................ 30

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

Paul Miller Audi......................................... 55

VW Group................................................ 37

Flemington Group..................................... 21

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

Westbury Jeep Chrysler Dodge Ram SRT.38

Fred Beans Parts...................................... 29

Porsche Group......................................... 52

Wheel Collision Center.............................. 60

Grand Prix Subaru.................................... 39

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

62 | New Jersey Automotive | August 2016

Clinton Acura

1756 Route 31 North | Clinton, NJ 08809 FAX: 908.735.0380 www.clintonacura.com | ClintonAcura@gmail.com

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WHOLESALE SPECIALIST HOTLINE: 908.735.5557

Phillipsburg-Easton Honda 400 County Road 519 | Phillipsburg, NJ 08865 TOLL FREE: 877.505.6939 FAX: 908.859.6493 www.pehonda.com | erinw@pehonda.com

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WHOLESALE SPECIALIST HOTLINE: 908.859.0954