October 2019 Midwest Edition by Autobody News

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Vol. 9 / Issue 1 / October 2019

Solving the Tech Shortage: Steps to Finding Qualified Employees

Collision Repair Students in NC Find Jobs at FTCC Draft Days

by Stacey Phillips

by Gary Ledoux

From coast to coast, collision repairers are talking about the talent pool shortage facing the industry and what can be done to address what some are calling an impending crisis. As vehicles are becoming more difficult to repair due to the increasing amount of technology being used, shop owners and leaders are recognizing the risks associated with not having qualified technicians on staff. During a recent Elite Body Shop Academy webinar, host Dave Luehr explored the issue in-depth with Erick

Finding a job after graduation is a concern for students; but, graduating students from Fayetteville Technical Community College (FTCC) ColllisionU in Fayetteville, NC, have the opposite situation. Employers come looking for them. Twice each year, in March and October, the school holds “Draft Days” and invites executives from over 25 companies to visit the school for a two-day event. At the event, executives watch students perform various collision repairs and refinishing operations, interact with them and interview them. Upon the completion of the interview, company representatives may offer students a job right on the spot, or at a later date. Industry giants visiting the school include:

(l to r) Justin Stokes, the first graduate of the protype program, pictured with his trainer, Zach Serhal. Credit: Collision Career Institute

Bickett, co-founder of Fix Auto USA, founder of the Collision Industry See Tech Shortage, Page 10

Best Body Shops’ Tips: A Roadmap to Repair Planning by Stacey Phillips

You may be surprised to learn that many body shops create a “repair plan” at the end of the repair when everything has been documented

(back row) Rose Graham, Honda Windward, and James Carlos, Oka’s Auto Body. (front row) Larry Soto, Honda Windward.

and the final bill is created, according to Tim Ronak, senior services consultant at AkzoNobel. Rather than a repair plan, he said this is more like an invoice that includes all of the labor, parts and materials needed to put the vehicle back to pre-accident condition. “The objective of repair planning is to accomplish this before beginning the repair, not after,” said Ronak. “The goal is to eliminate any production delays from missed parts and labor procedures by identifying them up front.” Over the years, Ronak has worked closely with body shops to

Service King Collision Centers, Caliber Collision, Sonic Automotive, various insurance carriers and others. Since 2014, FTCC CollisionU has been training students on the finer points of collision repair. The Collision Repair and Refinishing Technology associate degree program is structured to provide students with not only technical training in collision repair and refinishing, but also industry-recognized, specialized certifications including nine professional certifications from the Inter-Industry Conference on Auto Collision Repair (I-CAR) and PPG Certified refinishers. The degree program is also recognized as a Honda PACT Program provider.

Students can achieve the following ISee NC Draft Days, Page 21

ADAS Calibrations Latest Challenge Facing Collision Repairers by John Yoswick

A presentation at the Collision Industry Conference (CIC), held in Indianapolis, highlighted some of the complexities the collision repair industry is facing in both “static”

See Repair Planning, Page 24

Jack Rozint of Mitchell International said the test drive requirements for some system calibrations has led shops in some urban areas to do them at dawn when there’s less traffic congestion. Credit: John Yoswick

and “dynamic” calibrations of some advanced driver assistance systems (ADAS). Jack Rozint of Mitchell International and chairman of CIC’s “Emerging Technologies Committee,” said dynamic calibrations can require test driving the vehicle while connected to either an OEM scan tool or a specialized aftermarket scan tool. “Basically, only [an OEM tool or] the very best of the aftermarket scan tools are capable of doing these routines,” Rozint said. The calibrations may require that the vehicle maintains a certain speed for a set period. Road requirements can include a clear sideline and center line on a straight road in the daylight. To meet these requirements, Rozint said, some shops in urban areas are conducting dynamic See ADAS Calibrations, Page 28

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OCTOBER 2019 AUTOBODY NEWS / autobodynews.com

CONTENTS

Autobody News to Exhibit at SEMA 2019

REGIONAL

Chess - Kool Tools: Pre-SEMA 2019 . . . . . . . . 46

AASPI 2019 Golf Outing Raises $2,000 for

Ledoux - Shop Profile – Diversified

Misericordia Heart of Mercy . . . . . . . . . . . . . 8 AASP-MN Announces 2019 Annual Meeting & Leadership Conference . . . . . . . . . . . . . . . 8 AASP-MN to Host Body Shop Session and GM Advanced Safety Systems Clinic . . . . . . 22

Body and Paint . . . . . . . . . . . . . . . . . . . . . . 42 Sisk - 180BIZ Webinar Focuses on Making Change Stick in Collision Repair Shops . . . . 38 Sisk - Protect Your Shop From the Threat of Ransomware. . . . . . . . . . . . . . . . . . . . . . 52

Autobody News is excited to announce that we will again be participating in the 2019 SEMA Show. The SEMA Show takes place Nov. 5–8, 2019, at the Las Vegas Convention Center, located at 3150 Paradise Road. The Autobody News booth will be #10749 in North Hall, in the Collision Repair & Refinish section. The SEMA Show offers collision repair specialists new products, technology, and innovation to en-

hance their core business. The 2019 SEMA Show is going to be an event you don’t want to miss. This year, 2,400 exhibiting companies, including veteran manufacturers, will be displaying their latest and most innovative new products. Stop by and visit our booth to let us know what’s going on in your area and what we can do to focus attention on issues important to your shop. That’s our job but we need your input to do it.

to Donate Car to Iowa Nonprofit . . . . . . . . . . 8 CARSTAR American Collision Experts in Michigan Hosts Grand Re-Opening . . . . . . . 12 CARSTAR Joins Nationwide to Sponsor Children’s Championship in Ohio. . . . . . . . . 12 Collision Center in Ohio Paints a Donated Golf Cart for School Officer . . . . . . . . . . . . . 22 Kirkwood Community College in Iowa Shows Off New Auto Tech Building . . . . . . . 22 Magna Celebrates Opening of New MI Electronics Facility . . . . . . . . . . . . . . . . . . . 18 Midwest Association Event Announcements: October 2019 . . . . . . . . . . . . . . . . . . . . . . . . 6 No More Ride-Share Commutes for Disabled IL Army Vet Thanks to Recycled Rides . . . . . . 6 Ohio Body Shop Owner Sentenced for Selling Narcotics . . . . . . . . . . . . . . . . . . . . . 18 U.S. Senator Jerry Moran (R-KS) to Keynote Auto Care Legislation Summit . . . . . . . . . . . 60 WACTAL Meets With WI Insurance Commissioner. . . . . . . . . . . . . . . . . . . . . . . 12

NATIONAL 1Collision Adds Health & Benefits Program . . . 30 2019 SEMA Scholarship and Loan Forgiveness Award Winners Announced . . . . . . . . . . . . . 20 ADAS Calibrations Latest Challenge Facing Collision Repairers . . . . . . . . . . . . . . . . . . . . 1 Associations Endorse OEM Procedures

Anderson - What’s the Cost of a Comeback? . . 30 Attanasio - Pasta, Pizza and La Pigna— a Body Shop Vacation . . . . . . . . . . . . . . . . . 40 Attanasio - Yelp Experts Yelp Back About Billion Dollar Bully . . . . . . . . . . . . . . . . . . . . 56

Publisher & Editor: Jeremy Hayhurst General Manager: Barbara Davies Contributing Writers: John Yoswick, Janet Chaney, Toby Chess, Ed Attanasio, Chasidy Sisk, David Luehr, Stacey Phillips, Victoria Antonelli, Gary Ledoux Advertising Sales: Joe Momber, Bill Doyle, Norman Morano, Kelly Hall (800) 699-8251 Office Manager: Louise Tedesco Digital Marketing Manager: Bill Pierce Art Director: Rodolfo Garcia Graphic Designer: Vicki Sitarz Online and Web Content Editor: Alexis Wilson Accounting Manager: Heather Priddy Editorial/Sales Assistant: Randi Scholtes Office Assistant: Dianne Pray

Serving Illinois, Iowa, Indiana, Kansas, Kentucky, Michigan, Minnesota, Missouri, Nebraska, North Dakota, Ohio, South Dakota, Wisconsin and adjacent metro areas. Autobody News is a monthly publication for the autobody industry. Permission to reproduce in any form the material published in Autobody News must be obtained in writing from the publisher. ©2019 Adamantine Media LLC. Autobody News Box 1516, Carlsbad, CA 92018; (800) 699-8251 (760) 603-3229 Fax www.autobodynews.com editor@autobodynews.com

Accuvision-3D . . . . . . . . . . . . . . . . . . . . . . . . 16

Kia Wholesale Parts Dealers. . . . . . . . . . . . . . 61

AkzoNobel Coatings, Inc. . . . . . . . . . . . . . . . . 31

Launch Tech USA. . . . . . . . . . . . . . . . . . . . . . 63

Alloy Wheel Repair Specialists, LLC . . . . . . . . 29

Laurel Auto Group of Westmont . . . . . . . . . . . 55

Audi Wholesale Parts Dealers. . . . . . . . . . . . . 58

Luther Bloomington Acura-Subaru . . . . . . . . . 49

AutoNation Collision Parts . . . . . . . . . . . . . . . . 9

Malco . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Blowtherm USA . . . . . . . . . . . . . . . . . . . . . . . 39

Martin Tools. . . . . . . . . . . . . . . . . . . . . . . . . . 12

BMW Wholesale Parts Dealers . . . . . . . . . . . . 50

McGrath City Hyundai . . . . . . . . . . . . . . . . . . 26

Bob Hook Chevrolet . . . . . . . . . . . . . . . . . . . . 44

Midwest Parts Group . . . . . . . . . . . . . . . . 14-15

CIF Launches “Campaign of Caring” . . . . . . . . 21

Certified Automotive Parts Association . . . . . . . 6

MINI Wholesale Parts Dealers. . . . . . . . . . . . . 52

Collision Repair Students in NC Find

Classic Chevrolet . . . . . . . . . . . . . . . . . . . . . . 53

MOPAR Wholesale Parts Dealers. . . . . . . . 36-37

Classifieds . . . . . . . . . . . . . . . . . . . . . . . . . . . 62

Morrison’s Auto Parts. . . . . . . . . . . . . . . . . . . 24

as Standard of Repair . . . . . . . . . . . . . . . . . 60 Autobody News to Exhibit at SEMA 2019. . . . . . 3 Best Body Shops’ Tips: A Roadmap to Repair Planning. . . . . . . . . . . . . . . . . . . . . . . 1 CARSTAR to Exhibit at 2019 SEMA Show . . . . 54

Jobs at FTCC Draft Days . . . . . . . . . . . . . . . . 1 Courtesy Subaru . . . . . . . . . . . . . . . . . . . . . . 40

Nissan/Infiniti Wholesale Parts Dealers. . . . . . 46

Electric Buses Plugging Into School Districts . . 60

Dent Fix Equipment . . . . . . . . . . . . . . . . . . . . 35

Patrick BMW MINI . . . . . . . . . . . . . . . . . . . . . 48

Open Letter on NH Veto of “Failing to Pay” Bill. . 34

Diamond Standard Parts . . . . . . . . . . . . . . . . 47

Patrick Hyundai . . . . . . . . . . . . . . . . . . . . . . . 34

Dominion Sure Seal . . . . . . . . . . . . . . . . . . . . 10

ProLine Tool & Supply, LLC. . . . . . . . . . . . . . . 21

Dynabrade, Inc. . . . . . . . . . . . . . . . . . . . . . . . 13

Richfield-Bloomington Honda. . . . . . . . . . . . . 38

Eckler’s Automotive . . . . . . . . . . . . . . . . . . . . 45

SATA Dan-Am Company. . . . . . . . . . . . . . . 5, 23

ECS Automotive Concepts . . . . . . . . . . . . . . . 20

Shaheen Chevrolet Parts Warehouse . . . . . . . 41

Equalizer Industries, Inc. . . . . . . . . . . . . . . . . 43

Sherwin-Williams Automotive Finishes. . . . . . . 7

Gandrud Parts Center. . . . . . . . . . . . . . . . . . . 27

Sorbothane Soft-Blow Mallet . . . . . . . . . . . . . . 8

GM Wholesale Parts Dealers . . . . . . . . . . . . . 59

Spanesi Americas . . . . . . . . . . . . . . . . . . . . . . 2

GYS Welding USA. . . . . . . . . . . . . . . . . . . . . . 18

Subaru Wholesale Parts Dealers. . . . . . . . . . . 56

Honda-Acura Wholesale Parts Dealers . . . 32-33

The Porsche Exchange. . . . . . . . . . . . . . . . . . 22

Hyundai Wholesale Parts Dealers . . . . . . . . . . 54

The Sharpe Collection of Automobiles . . . . . . 57

Infiniti of Naperville . . . . . . . . . . . . . . . . . . . . 42

USI of North America . . . . . . . . . . . . . . . . . . . 25

Island Clean Air . . . . . . . . . . . . . . . . . . . . . . . 19

VanDevere Chevrolet . . . . . . . . . . . . . . . . . . . 51

Jack Phelan Chrysler-Dodge-Jeep-Ram

VanDevere Kia . . . . . . . . . . . . . . . . . . . . . . . . 51

Solving the Tech Shortage: Steps to Finding Qualified Employees . . . . . . . . . . . . . . . . . . . 1 Tesla Semi is Exceeding Range Estimates, Notes CHP in Recent Sighting . . . . . . . . . . . 60 University Survey Says Most Americans

COLUMNISTS

INDEX OF ADVERTISERS

Body Shops and Dealerships Team up

Would Rather Drive Themselves . . . . . . . . . . 4 UPS Has Been Secretly Delivering Mail in SelfDriving Trucks in AZ Since May, 2019 . . . . . . 4 WAC’s August Meeting Features Collision Repair Student Success Story . . . . . . . . . . . 16

of Countryside . . . . . . . . . . . . . . . . . . . . . . 17

Wedge Clamp Systems . . . . . . . . . . . . . . . . . 11

Kelly BMW . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Zimmer Chrysler-Dodge-Jeep-Ram . . . . . . . . 64

autobodynews.com / OCTOBER 2019 AUTOBODY NEWS

University Survey Says Most Americans Would Rather Drive Themselves Than Have an Autonomous Vehicle Drive, Attitudes Reflect Perceived Cost and Time by University of Washington Media

Many Americans use a ride-hailing service—like Uber or Lyft—to get to and from work. It provides the privacy of riding in a personal car and the convenience of catching up on emails or social media during traffic jams. In the future, self-driving vehicles could provide the same service, except without a human driver. But would consumers be willing to ride in a driverless car? Researchers at the University of Washington studied how Americans’ perceived cost of commute time changes depending on who’s driving. Through a survey, the team found that people considered a ride-hailing service at least 13% “less expensive,” in terms of time, compared to driving themselves. If the researchers told people the ride-hailing service was driverless, however, then the cost of travel time increased to 15% more than driving a personal car, suggesting that at least for now, people would rather drive themselves than have an autonomous vehicle drive them. The team published its results Aug. 6 in the journal Transportation. “The idea here is that ‘time is money,’ so the overall cost of driving includes both the direct financial costs and the monetary equivalent of time spent traveling,” said senior author Don MacKenzie, a UW associate professor of civil and environmental engineering who also leads the leads the UW’s Sustainable Transportation Lab. “The average person in our sample

would find riding in a driverless car to be more burdensome than driving themselves. This highlights the risks of making forecasts based on how people say they would respond to driverless cars today.” The team set up a survey that asked people across the continental U.S. to select between a personal car or a ride-hailing service for a 15-mile commute trip. Half the 502 respondents were told that the ride-hailing service was driverless. The researchers converted the responses to a score of how much respondents deemed that trip would cost per hour. “If someone values their trip time at $15 per hour, that means they dislike an hour spent traveling as much as they dislike giving up $15,” said co-author Andisheh Ranjbari, a research engineer at the UW’s Supply Chain Transportation & Logistics Center. “So a lower number means that the time spent traveling for that trip is less burdensome.” On average, respondents preferred a ride-hailing service over driving themselves: Ride-hailing services scored at $21 an hour and driving scored $25 an hour. In addition, if the researchers reminded respondents they could multitask during a ridehailing service ride, their perceived cost of travel time decreased even more to $13 per hour. Technically a ride-hailing service should be equally as convenient regardless of whether a human or an autonomous car is driving, but re-

spondents disagreed. Driverless ridehailing services scored at $28 an hour. These results make sense, according to the team. Driverless cars aren’t commercially available yet, so people are not familiar with them or may be leery of the technology. “We believe that our respondents are telling us that if they were riding in an automated vehicle today, they would be sufficiently stressed out by the experience that it would be worse than driving themselves,” MacKenzie said. “This is a reminder that automated vehicles will need to offer benefits to consumers before people will adopt them. To a first approximation, a ride-hailing service with driverless cars would need to offer services at a price at least $7 per hour less than human-driven cars, to make the driverless service more attractive.”

Abstract from the Research It is widely believed that vehicle automation will change how travelers perceive the value of travel time (VoTT), but the magnitude of this effect is still unknown. This study investigates how highly automated vehicles (AVs) may affect VoTT, using an existing mode—ridehailing services (RHS)—as an analogy for AVs. Both AVs and RHS relieve travelers from the effort of driving and allow them to participate in other activities while traveling. In a stated choice experiment, respondents chose between driving a personal vehicle or taking an RHS, with each mode characterized

by a cost and travel time. Analysis results using a mixed logit model indicated that the VoTT was 13% lower when being driven in an RHS than when driving a personal car. We also told half the respondents (randomly selected) that the RHS was driverless; and for half (also randomly selected) we explicitly mentioned the ability to multitask while traveling in an RHS. Mentioning multitasking explicitly led to a much lower VoTT, approximately half that of driving oneself. However, the VoTT in a driverless RHS was 15% higher than when driving a personal car, which may reflect a lack of familiarity and comfort with driverless technology at present. These results suggest sizable reductions in VoTT for travel in future AVs, and point to the need for caution in making forecasts based on consumers’ current perceptions of AV technology. This paper is an extension of a conference paper with the same title presented at the 98th Annual Meeting of the Transportation Research Board in Washington, DC, USA in January 2019.

Author contribution Study conception and design: D. MacKenzie, A. Ranjbari, J. Gao; Data collection: J. Gao; Analysis and interpretation of results: J. Gao, A. Ranjbari, D. MacKenzie; Draft manuscript preparation: J. Gao, A. Ranjbari. All authors reviewed the results and approved the final version of the manuscript.

UPS Has Been Secretly Delivering Mail in Self-Driving Trucks in AZ Since May, 2019 by Chris Young, Interesting Engineering

UPS has been delivering a new kind of automated mail—and it’s not via email. The parcel delivery company has revealed a collaboration with TuSimple. In a statement, they said that, since May, the autonomous truck company has been carrying UPS cargo on a 115-mile route between Phoenix and Tucson, AZ. The Future of Mail Delivery? This Thursday, Aug. 15, UPS Ventures announced that it has taken a 4

minority stake in TuSimple, the selfdriving truck technology company. In the statement, UPS said: “Throughout the ongoing tests, UPS has been providing truckloads of goods for TuSimple to carry on a North American Freight Forwarding route between Phoenix and Tucson, AZ. “The company initiated self-driving service in May 2019, with a driver and engineer in the vehicle.” UPS and TuSimple have both been monitoring safety data and transport times, the statement says.

OCTOBER 2019 AUTOBODY NEWS / autobodynews.com

Cutting Shipping Costs As per Gizmodo, TuSpimple claims it can cut average costs of shipping in a tractor-trailer by up to 30 percent. UPS Ventures Managing Partner Todd Lewis said, “UPS Ventures collaborates with startups to explore new technologies and tailor them to help meet our specific needs.” “UPS is committed to developing and deploying technologies that enable us to operate our global logistics network more efficiently,” stated UPS Chief Strategy and Transformation Officer, Scott Price.

“While fully autonomous, driverless vehicles still have development and regulatory work ahead, we are excited by the advances in braking and other technologies that companies like TuSimple are mastering.” As the Verge reports, TuSimple’s self-driving technology is built in-house and then implemented into Navistar trucks. The tech uses nine cameras and two LIDAR sensors to allow its vehicles to drive autonomously on the road. We thank Interesting Engineering for reprint permission.

autobodynews.com / OCTOBER 2019 AUTOBODY NEWS

Midwest Association Event Announcements: October 2019 by Chasidy Rae Sisk

NABA’s 2019 Annual Education Day Focuses on Industry Trends On Oct. 18 and 19, the Nebraska Auto Body Association (NABA) will host its 2019 Annual Education Day at the Holiday Inn Lincoln SW in Lincoln, NE. The event will begin on Friday, Oct. 18 with a meet and greet featuring guest speaker Deric Krist of KriTech Solutions, LLC.

On Saturday, Oct. 19, NABA President Dave Yard and Vice President James Rodis will deliver a welcome and NABA update. Next, Dave Dunn of Masters School of Autobody and Dave’s Autobody will present “How to Market Your Business,” followed by “Using Insurance Companies to Your Advantage,” delivered by Richard and Sam Valenzuela of National Autobody Research. The morning will end with Mitchell Inter-

national’s Ementi Coary’s “Interactive Estimating Session.” Following lunch, Robert Grieves of SCRS and Nylund’s Collision will provide an “Update from SCRS and What They Look for During a PRI,” before Spanesi’s Tim Morgan discusses “What Are You Missing on Frames.” Attendees will then have an opportunity to participate in a roundtable discussion before the final seminar, “Scanning and Calibrations,” presented by Matt Hodges of Greenlight Automotive. Registration is available to NABA members for just $50, with nonmembers paying $100 to attend. For more information or to register, visit: nebraskaautobody.com. ATRI and MATR Hosts 2019 Convention and Trade Show On Oct. 25-26, the Auto & Truck Recyclers of Illinois (ATRI) will collaborate with the Missouri Auto & Truck Recyclers (MATR) to host their 2019 Convention and Trade Show at the Best Western Premier in Alton, IL. The event will feature educational presentations from CarParts.com, George Metos, Hollander, Legends Smelting, and Paul D’Adamo as well

No More Ride-Share Commutes for Disabled IL Army Vet Thanks to Recycled Rides by Staff, Daily Herald

Tom LeClair can finally say goodbye to those $72-a-day Uber bills. LeClair, a disabled U.S. Army veteran from Beach Park, IL, has

Army veteran Tom LeClair of Beach Park, IL, checks out the car he was given Thursday, Aug. 15 through the National Auto Body Council Recycled Rides program and State Farm Insurance. The program involves businesses representing all facets of the collision repair industry that team up to repair and donate vehicles to individuals and families in need of reliable transportation. LeClair, 61, received the car during a presentation at Crash ChampionsMundelein. Credit: Brian Hill, Staff Photographer

been using Uber for his 45-minute daily commute since he recently lost use of a loaned vehicle. That changed Thursday, Aug. 15 when he was presented with a car of his own through the National Auto Body Council’s Recycled rides program. The program involves businesses representing all facets of the collision repair industry that team up to repair and donate vehicles to individuals and families in need of reliable transportation. LeClair, who suffered a service-connected disability during combat medic training in 1987, received his new ride during a presentation ceremony Thursday, Aug. 15 at Crash Champions-Mundelein, IN. Since Recycled Rides’ inception in 2007, the program has donated more than 2,100 vehicles valued at more than $36 million. We thank the Daily Herald for reprint permission.

www.autobodynews.com

OCTOBER 2019 AUTOBODY NEWS / autobodynews.com

as a tour of Grossman Iron & Steel and a yard tour at Red’s Auto Parts.

The event will also feature an expo with industry vendors, a live auction and a pig roast. Registration is available for $99 per person with discounts available for larger groups. For more information, visit: illinois autorecyclers.com/convention.shtml. ICRA to Host Three Days of Collision Repair Training with Tim Ronak On Oct. 8-10, the Iowa Collision Repair Association (ICRA) will host three days of training around the state, featuring SEMA speaker Tim Ronak who will present “Getting Paid for Investing in: Facility, Equipment and Training.” The meeting will also include a discussion on the collision repair industry in Iowa, including legislation, OE information, best practices and more. ICRA Vice-Chair John Arnold

said, “Our industry is changing so fast, it makes me spin trying to stay informed and eke out a small bit of net profit. The best way I have found to do both is to talk/listen to my peer group and educate myself by joining the ICRA and attending their meetings. If I cannot attend the meetings, I donate to support the association.”

“There are three meetings coming up soon across the state to educate yourself and communicate with your industry members. Wake up, and attend the training. You choose to lose,” Arnold continued. The meeting on Oct. 8 will be held at Western Iowa Tech Community College in Sioux City, beginning at 6 p.m. The Oct. 9 lunch meeting will begin at noon and will take place at Karl Chevrolet in Ankeny, and at 6 p.m. on Oct. 10, ICRA’s meeting will be held at the Radisson Hotel & Conference Center in Coralville. For more information, visit: iowacra.com.

autobodynews.com / OCTOBER 2019 AUTOBODY NEWS

AASP-MN Announces 2019 Annual Meeting & Leadership Conference The Alliance is pleased to announce its Annual Meeting and Leadership Conference will be held April 11, at Delta Hotels by Marriott Minneapolis Northeast. The event, with the theme “Up Your Game,” offers a line-up of seminars that are tailor-made for auto service and collision repair shop owners and managers, and presented by some of the industry’s top trainers. In addition to the impressive agenda of educational programming, there will be ample opportunity for attendees to network and socialize with their peers and industry vendors as they showcase new products and services during happy hour. Here’s what’s in store: 8:00 – 9:30 a.m. Opening General Session: The Age of Engage: Create Engagement, presented by Roger Haskett, Engagement Unlimited 9:45 – 11:30 a.m. Roundtable Discussions (three 30minute sessions) - topics TBD 11:30 a.m. – 1:30 p.m.

Luncheon Keynote: Play Like a Rookie, presented by Mike Jones, Discover Leadership Training 2:00 – 4:00 p.m. How to Lure and Keep Top Talent, presented by Brian Sump, Avalon Motorsports 2:00 – 4:00 p.m. The State of the Industry, Including Writing for Pre- and Post-Scans, presented by Mike Anderson, Collision Advice 2:00 – 4:00 p.m. Increase Your Sales & Profitability by Winning with the Decision Makers: Women, presented by Amy Mattinat, Auto Craftsmen

4:00 – 6:00 p.m. Vendors Showcase & Social Hour

For registration information, visit the AASP-MN website, www.aaspmn.org or contact the AASP-MN office at 612-623-1110. Obtained via www.autoservice providers.com.

AASPI 2019 Golf Outing Raises $2,000 for Misericordia Heart of Mercy by Chasidy Rae Sisk

On Aug. 1, AASPI hosted its 2019 golf outing at Old Orchard Country Club in Mount Prospect, IL. According to AASPI Executive Director Mike Lane, “Golf outing Chairman Nick DePaul of Parkville Auto Body in Bensenville, IL, once again did a

Platinum sponsor Fix Auto co-sponsored prizes for AASPI’s 2019 golf outing. Credit: AASPI

fantastic job in pulling this event together. We had 148 golfers registered—a record-breaking number for the event—and, AASPI donated $2,000 of its proceeds to Misericor8

dia Heart of Mercy which provides continuum of care for people with developmental disabilities.” During the closing awards banquet, AASPI Lobbyist Brian Wojcicki provided an update on the association’s Senate Bill 2104. “SB2104 provides that no vehicle facility or installer may use repair specifications or procedures that are not in compliance with the original equipment manufacturer. SB2104 passed out of the Illinois Senate 510 but remained in the House of Representatives while the association worked with interested parties on issues of concern. This bill will be reintroduced in the House of Representatives in January 2020,” Lane explained. The event received support from 49 collision repair industry companies as well. PPG sponsored lunch, while platinum sponsors Fix Auto and Hawk Auto provided prizes for the event. For more information about AASPI and its upcoming events, visit aaspi .org.

OCTOBER 2019 AUTOBODY NEWS / autobodynews.com

Body Shops and Dealerships Team up to Donate Car to Iowa Nonprofit by Aaron Scheinblum, KCRG News

A Johnson County, Iowa, nonprofit received a donation today that staff says “changes the way” they can help people. The donation was made possible because the Domestic Violence Intervention Program out of Iowa City was given a new car. Thanks to a couple of different businesses working together, the nonprofit received a 2014 Toyota sedan to help with the organization’s mission. The car was donated through the National Auto Body Council’s Recycled Rides program, where insurers and auto body shops repair and donate vehicles. GEICO, which hosted the event, Toyota of Iowa City, and ABRA Auto Body and Glass came together to donate the car. When the Domestic Violence Intervention Program received this car, staff said it marked a chance to reach more people. For an organization that says it helped nearly 2,000 people last year, staff said this car will help them cover more ground. “This car is going to be

used by our mobile advocates, to travel where clients feel the safest,” said Alta Medea-Peters, the director of Community Engagement for DVIP. “Meeting them at grocery stores, laundromats, after church, wherever they need us.” Organizers said donating the car and seeing the importance the vehicle will have was a special moment, too. “To have a chance to chat with Alta and really have her personalize how this car’s going to make a difference in the lives of victims of domestic violence,” said Daniel Woodson, general manager of GEICO in North Liberty. “We grew up here, so we feel that’s a strong need as a family and as a business,” said Jim Dreusicke, coowner of Toyota Iowa City and ABRA Auto Body and Glass. Staff with the nonprofit said a donation like this is special in more ways than one. Medea-Peters said it gives her hope and faith in the community that believes in the survivors and the work they do. We thank KCRG News for reprint permission.

autobodynews.com / OCTOBER 2019 AUTOBODY NEWS

Continued from Cover

Tech Shortage

Electronic Commerce Association (CIECA) and founder of the Collision Career Institute (CCI), and Amber Ritter, CCI’s chief operations officer. Luehr, owner of Elite Body Shop Solutions and the chairman of the Collision Industry Conference’s Talent Pool Committee, asked Bickett and Ritter to share the reasons behind the shortage, what the barriers are to solve it, and how shops can work with schools to attract more talent through apprenticeship programs. Available talent has been in decline for decades, Luehr pointed out. Now, with aging baby boomers retiring, the technician shortage is becoming a critical problem for businesses across the country. According to statistics from the Collision Repair Education Foundation (CREF), the average age of a technician in 1995 was 35 years old. Today, it is over 40 years old. “As this trend continues, and the baby boomers retire, we really need to get to work on this and do some-

thing about this challenge,” said Bickett. However, there are certain barriers to address before solving the dilemma. Some of these, according to Ritter, include a lack of cohesion in the industry, the absence of business culture and little structured training. Bickett said many shop owners joined the industry as a result of working in a family business or helping a friend. As a result, structured

Bickett said the focus is typically on short-term goals and getting the job done rather than setting up programs to encourage new talent to join the business. Often, shop owners turn to hiring employees from competitors. “That has resulted in a lot of issues and challenges for us,” commented Bickett. Through his experience over the years sitting on advisory boards of local institutions and trying to help

training wasn’t often part of the learning process. “This is an industry that didn’t learn from being trained with any kind of formality,” said Bickett. “Many of us didn’t plan on being in this industry and somehow we fell into it and have become passionate about it.” As independent entrepreneurs,

support their needs, Bickett has found there is no demand for the “product” – students. “As crazy as that sounds, there are very few collision shops that reach out to schools and get actively involved and hire students,” said Bickett. “This problem is not going to go away. It’s going to get worse.” He said shop owners and lead-

We don’t think there is a shortage of candidates... We actually have a shortage of collision shops that are willing to engage with them.” — Erick Bickett

OCTOBER 2019 AUTOBODY NEWS / autobodynews.com

ers need to make a commitment to take action. This requires discipline, planning and an investment in time, resources and capital. “Once you have demand, you have more students; once you have more students, you get more funding,” said Bickett. Therefore, consistent industry support is going to be crucial to help make a change. Bickett founded CCI in 2016 to help bridge the gap between CareerTechnology Education (CTE) programs and industry jobs. Through the work he is doing with CCI, Bickett has observed that trades with a union involved usually have flourishing apprenticeship programs in place. The CCI is following this example and setting up apprenticeship programs for the collision repair industry. Over the past three years, the institute has been prototyping an apprenticeship on-the-job training program. Trainees, trainers and body shops are first put through an extensive series of assessments. Then, intensive training programs are put into place and CCI matches qualified candidates with participating shops.

“Apprenticeship programs work because there is commitment and requirement, but it’s on the industry to solve this problem,” he said. Often, students haven’t experienced the same type of demands that occur in a production environment. Ritter said the challenge is to find a way for new talent to enter a production environment and learn. “It’s almost like you have to relearn each of those skills in a live production environment working with all of the additional demands that a body shop has,” said Ritter. Bickett and Ritter have found that apprenticeship programs are helping to bridge that gap. “We don’t think there is a shortage of candidates,” said Bickett. “We actually have a shortage of collision shops that are willing to engage with them.” One of the key strategies that Bickett said CCI focuses on in its business model is ensuring a trainee isn’t washing cars and running errands. Instead, the collision student is integrated into the production environment. “A lot of times, we hire them and

hand them a broom and show them the lot instead of showing them their opportunities,” said Bickett. “When you make that commitment, the natural outcome is you start to develop a learning environment.”

Alison Enoka, a recent graduate of the Collision Career Institute Estimator Track. Credit: Collision Career Institute

Students then have a clear pathway and know the steps they need to take to be successful. “A lot of times, this helps motivate them to keep moving forward,” said Ritter. However, Ritter said it’s not always easy. “You are going to have successes,

and you are going to have failures,” she said. “It’s ok to try apprenticeship with someone and have them not make it. That doesn’t ruin the whole process. It just means you have to start over.” She said the ones who make it through are going to be the “cream of the crop.” 7 Ways to Take Action Take Personal Responsibility: With recent statistics showing there are more Millennials than baby boomers, Luehr said it’s becoming increasingly important to build shops and environments they are going to want to come to work for. Bickett said you can’t just put an ad on Indeed.com and expect to find someone who is qualified, and has the aptitude, attitude and learning ability to complete the job. “It’s a great industry and a great career,” said Bickett. “It’s just a matter of us being able to articulate and demonstrate that.” Build a Learning Culture: Bickett recommends creating a system that incorporates training and becomes part of the shop’s culture. “You just

get started; sit down, write a plan and follow the plan,” he advised. When devising a plan, determining the retention rate can be beneficial. “If you have a high turnover rate, address that before you start bringing in new employees and training and developing them,” said Ritter. Make Training a Priority: Bickett said recognition is a huge part of this. One suggestion is to establish a different class of technician; for example, Triple-A Tech or Double-A Tech (AAA Tech and AA Tech). By elevating an employee’s role at the company, Bickett has noticed other workers also strive toward this goal to improve their careers. Connect With Schools: Reaching out to local schools and working alongside instructors can aid students in working toward a career path. This allows shops to share what skills are needed to be successful so students can focus on those priorities in their coursework. “I think there are plenty of the next generation who can benefit greatly from the opportunities in our industry,” said Bickett. “I think we See Tech Shortage, Page 20

autobodynews.com / OCTOBER 2019 AUTOBODY NEWS

CARSTAR American Collision Experts in Michigan Hosts Grand Re-Opening CARSTAR American Collision Experts in Waterford Township, MI,

kept the local business down for four months. Investigators determined a radiant heater to be the cause of the fire. Even though a majority of the blaze was limited to the paint shop, smoke damage still affected the entire facility.

CARSTAR American Collision Experts celebrated the grand re-opening of its facility on Highland Road in Waterford Township, MI. Credit: CARSTAR

CARSTAR American Collision Experts celebrated its grand re-opening with food, drinks, games and tours of the new facility. Credit: CARSTAR

The community joined Ken Lawrence, owner of CARSTAR American Collision Experts, in celebrating the re-opening of the facility. Credit: CARSTAR

celebrated the grand re-opening of its facility after an accidental fire

Owner of CARSTAR American Collision Experts, Ken Lawrence, hosted a celebration of his repair center’s re-opening, after months of restoration, on Wednesday, Aug. 28. The community joined Lawrence in celebrating with food, drinks, games and tours of the new facility.

CARSTAR Joins Nationwide to Sponsor Children’s Championship in Ohio CARSTAR, North America’s premier network of independently owned collision repair facilities, joined the team from Nationwide Insurance to sponsor the Nationwide Children’s Championship –the annual fundraiser for Nationwide

Children’s Hospital Pediatric Cancer Program. At the kickoff dinner, the group came together to provide $1.25 million dollars for cancer research and treatment at Nationwide Children’s Hospital in Columbus, Ohio. The official golf tournament the next day began with the ceremonial first shot to fight cancer. A patient champion is selected and this year the cham-

pion was Alea Ramsey. “What a tremendous program to help support cancer research and treatment at Nationwide Children’s Hospital,” said Arlo Johnson, general manager of CARSTAR U.S. “Nationwide has long been an insurance partner with CARSTAR, and we’re proud to participate in this event to benefit children in need.” Since 2007, the Nationwide Children’s Championship has raised more than $7.3 million for patients and families specifically in the Nationwide Children’s Hospital Pediatric Cancer Program. This year’s tournament took place Aug. 12-18, 2019 at the Ohio State University Scarlet Golf Course. For more information on CARSTAR, visit CARSTAR.com.

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WACTAL Meets With WI Insurance Commissioner by Chasidy Rae Sisk

Recently, the Wisconsin Auto Collision Technicians Association (WACTAL) met with Wisconsin Insurance Commissioner Mark Afable to discuss some of their members’ concerns about issues impacting collision repair facilities. Topics addressed during the meeting included photo-based estimating, delays in processing supplements, and the failure of insurers to pay for required repairs. While Insurance Commissioner Afable and his team were willing to hear and review complaints filed by WACTAL’s members, they stressed the need for complaints to come from consumers. WACTAL Administrator Sue Peterson pointed out, “Even though the complaints and issues discussed at this meeting came from collision shops, in reality, they impact consumers, especially photobased estimates. Consumers place their faith and trust in the insurance company to make them whole and in the collision shop to perform a proper repair.” Peterson continued, “WACTAL responded that consumers

have a misplaced fear of rate increases or policy cancellation if they complain. The Office of the Commissioner of Insurance (OCI) understands that; however, they’re tasked with ‘informing and protecting the public and responding to its insurance needs’ and seeing that insurers are not violating any state statutes or codes.” A staff member at the OCI suggested that consumers call the department to ask questions before filing a formal complaint. According to Peterson, Rebecca Rebholz, director of Market Regulation, is reviewing the complaints filed by WACTAL members and will continue to work with the association on these matters. WACTAL has sought advice from Wisconsin Insurance Alliance president, Andy Franken, who will attend WACTAL’s next board of directors meeting. WACTAL members are encouraged to submit concerns and complaints to the association as well as to encourage customers to contact the OCI directly with questions and complaints. For more information about WACTAL, visit wactal.com.

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WAC’s August Meeting Features Collision Repair Student Success Story by Chasidy Rae Sisk

On Aug. 21, Women in Automotive and Collision (WAC) held its monthly meeting at Firestone Complete Auto Care in St. Louis. In addition to guest speaker Ashley Benne of Project Lead the Way (PLTW), the meeting featured a brief story from Mercedes, a 16-year-old interested in the collision repair industry, who met WAC President Shelly Jones at an open house at South County Tech last year.

Jones shared, “[Mercedes] told me she wanted to find a job at a restoration shop. She was struggling to find a shop to hire her because of her age and having to work around her school schedule. As she put it, she wanted to work in a shop and would be happy sweeping the floors around cars. Unfortunately, she wasn’t able to attend South Tech because her home school does not participate in the half-day program. A couple of months later, I told a collision shop near her home about her. The rest is history.”

Ashley Benne of Project Lead the Way was the guest speaker at WAC’s August meeting. Credit: WAC

“It has been exciting to keep track of [Mercedes’] success. It has been a great learning experience for her, and they love her [at the collision shop]. She plans on going to college and staying in the industry. Mercedes and a representative from the shop attended the 8/21 WAC meeting, and Mercedes told the group her story and offered to work WAC events to talk to other students,” Jones 16

continued. “This experience brought it home for me – why we are doing what we do at WAC.” The guest speaker for the meeting, Benne of PLTW, delivered an informative presentation on the program, the curriculum they offer students, and the training and development they provide to teachers. Jones said, “The presentation led to many ideas for us to consider, such as having a WAC table at STEM nights and for our group or members to provide industry-related learning experiences to teachers on professional development days. PLTW encourages hands-on and problem-solving in their STEM curriculum.” “It was interesting to learn that [PLTW does] not offer automotive or collision electives to students at this time,” Jones added. “In my opinion, the technology within the repair process would be a great fit. Until that happens, we will continue to

WAC members heard from Mercedes, a young collision repair student who shared how WAC has helped her find employment in a local shop. Credit: WAC

work with PLTW to make connections with the teachers that head up STEM programs at each school. Teachers are influential in students’ lives, so it makes sense that we share with them the career opportunities in automotive and collision repair.” Noting that she received a lot of positive feedback following her presentation, Benne shared, “A lot of the attendees were not familiar with PLTW. There was a great discussion on how we could partner together to get WAC messaging out to students in the St. Louis area.” WAC’s August meeting concluded with discussions about upcoming events the association is scheduled to attend, and members were encouraged to participate if they are available. The meeting was hosted by gold sponsor Firestone who provided the

OCTOBER 2019 AUTOBODY NEWS / autobodynews.com

meeting space and lunch for attendees. Firestone’s Nick Griswold was present and shared some facts about the company. Griswold explained Firestone’s involvement with WAC: “We joined this group because of [WAC’s] purpose of getting more

WAC members explored how they can work with PLTW to further impact students. Credit: WAC

people, especially women, involved in the automotive and collision repair industry. Our industry has always been a male-dominated industry, but we love to have women working for us. A majority of our customers at Firestone are women, so we want to match the customers coming in. Just recently, we hosted a car care clinic

for the Girl Scouts and showed them the basic maintenance of a vehicle. The girls loved it, and we will be hosting two more troops in October. The WAC is doing a great job of getting the word out there that women are wanted and needed in this industry, and [Firestone is] happy to support them in any way.” WAC’s next meeting will be held at Automotive Technologies Inc. in Fenton, MO, on Sept. 18. Jones stated, “Based on the success of the last three meetings, we will continue inviting guest speakers to future meetings. There are hundreds of organizations in our area that may tie into our WAC mission. It doesn’t matter if they are directly related to the automotive and collision repair industries; like PTLW, they may have events or an audience to network with that would help us achieve our goals. All these organizations are like pieces to a puzzle, and it’s up to us to see the big picture and make the connection.” For more information about WAC and its future events, visit wacstl.com.

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Magna Celebrates Opening of New MI Electronics Facility Magna celebrated the opening of a new electronics manufacturing facility today in Grand Blanc Township, MI. The facility consolidates three nearby locations into a single state-of-the-art facility that combines 21st-century manufacturing with people-first workplace design and functionality.

Magna officially opens its new electronics facility in Grand Blanc Township, MI. Credit: Magna

By opening the 230,000-squarefoot facility with an investment of nearly $50 million, Magna solidifies its presence in Grand Blanc Township and is positioned to continue its leadership in vision-based driver assistance systems. The new facility allows Magna to accelerate large-scale deployment of future technologies

such as advanced driver assistance systems (ADAS), advanced robotics and micro-LED lighting. Serving many of the world’s automakers, Magna Electronics Holly ships ADAS components to more than 330 different locations in North and South America, Europe and Asia. The division started manufacturing automotive-grade cameras in 2005 and has steadily increased its annual output as driver assistance systems have grown through regulatory measures and consumer demand. At present, Magna Electronics Holly has made more than 46 million ADAS components, a number that will continue to grow well into the future. Magna now combines cameras with other sensors such as RADAR and LiDAR to develop the advanced driver assistance systems that make up the building blocks of autonomy. Thanks to Magna’s systems, drivers can activate adaptive cruise control to maintain a safe following distance and speed, use lane-keeping assist to center the vehicle, and check blind spots to monitor adjacent travel lanes. “We provide features to improve the daily commute and add a layer of safety,” said Magna CTO Swamy Ko-

Ohio Body Shop Owner Sentenced for Selling Narcotics by Chris Mosby, Westlake Patch

A North Olmsted, Ohio, man has been sentenced to eight years in prison for selling cocaine, MDMA and marijuana. Emad Silmi, 45, was one of several people charged for conspiring to sell narcotics in Northeast Ohio.

A North Olmsted, Ohio, man has been sentenced to prison for selling narcotics, the Department of Justice announced. Credit: Shutterstock

Silmi received large amounts of cocaine and then sold the narcotic to other drug dealers, the Department of Justice said. He would move the drugs through his business, Global Auto Body & Collision on W. 130th Street. He would also get large 18

amounts of MDMA (or “molly”) and would sell those drugs to other dealers through his auto body shop, court documents said. Between January 2016 and March 2017, Silmi received several kilograms of cocaine and more than 100 kilograms of marijuana, court documents said. He would then launder money to hide his drug profits, the Department of Justice said. The investigation into Silmi was led by the FBI. Silmi was first indicted in December 2017. He was one of 11 people charged with conspiring to sell MDMA, cocaine and marijuana. “This investigation was the culmination of strong relationships between the various law enforcement partners,” Cuyahoga County Sheriff Cliff Pinckney said when the charges were announced. “The Sheriff’s Department will always vigorously pursue drug traffickers in conjunction with this partnership.”

We thank the Westlake Patch for reprint permission.

OCTOBER 2019 AUTOBODY NEWS / autobodynews.com

tagiri. “With the excitement surrounding autonomous vehicles and their potential to eliminate car crashes, it can be easy to forget the path to full autonomy lies in the safety and driver assistance systems we have today.”

tion of robotics that are adaptable, flexible and work in collaboration with people. The plant is also the home of Magna Rohinni Automotive, a joint venture formed in 2018 to bring ultra-

Magna Electronics - Holly Grand Opening - Group. Credit: Magna

In addition to manufacturing ADAS components, the new facility is home to Magna’s advanced robotics R&D testing lab. With continued advancements in AI, the company is bringing more smart factory concepts into its operations, and this new lab allows the testing and implementa-

thin, flexible micro-LED lighting solutions to market. Magna and Rohinni are pleased to announce that this joint venture, after less than one year, has a dedicated production line installed in the new facility and stands ready to support production for customers. Obtained via Magna.com.

Continued from Page 11

2019 SEMA Scholarship and Loan Forgiveness Award Winners Announced The SEMA Memorial Scholarship Fund awarded $272,000 to 97 individuals this year, including scholarships for current students and loan-forgiveness awards to employees of SEMA-member companies.

“This year’s pool of scholarship winners represents the diversity of interests and disciplines that the automotive industry attracts,” said SEMA Board of Directors Chairman Tim Martin. “SEMA is

AUTOBODY

committed to offering support to the next generation of young men and women that will drive this industry for years to come.” More than $2.5 million has been awarded to more than 1,500 deserving students since the program’s establishment in 1984. The SEMA Memorial Scholarship Fund and the SEMA Loan Forgiveness Program are dedicated to fostering the next generation of automotive aftermarket industry leaders and innovators by helping them get off to a successful start in their education and automotive aftermarket careers. Online applications for next year’s awards will be accepted Nov. 1, 2019–March 1, 2020. For questions or additional information, contact SEMA Student Programs Manager Juliet Marshall at 909-978-6655 or julietm@ sema.org

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OCTOBER 2019 AUTOBODY NEWS / autobodynews.com

Tech Shortage

have to figure out how to get to them sooner and we have to find a position in the marketplace for the young people.” Incorporate Mentoring: One of the fundamental aspects of a successful apprenticeship program, according to Luehr, is mentoring. Ritter recommended having mentors share information in “bite-sized” pieces to help trainees retain the information. Also, she said to spend time pairing people who work well together. Ritter said apprentices who are trained in this way are going to be a shop’s best mentors because that’s how they learned. “That’s when your culture starts shifting,” she said. Research Alternative Funding: Funding is often available through workforce development boards and state boards. Ritter said to start building relationships with state and local government officials to find out more about the programs available in your area. Community programs are also

a potential source of funding that can be explored. Collaborate: In order to create positive change, Ritter stressed the importance of collaboration. “We really need to make sure we are collaborating and working together, lifting each other up and supporting each other,” said Ritter. “It’s an industry problem; it has to be an industry solution. We can’t impact change unless we have the involvement of all,” said Bickett. “When an industry comes together and can standardize and speak the same language, I think it can make a tremendous impact.” For more information about CCI, visit https://www.collisioncareer institute.com/. To watch the free replay of the webinar and all of the Elite webinar series, visit https://events.genndi.com /replay/818182175026316819/c019 72848e/0/0.

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CIF Launches “Campaign of Caring” In the wake of the recent tragic mass shooting in El Paso, Texas, the Collision Industry Foundation (CIF) has committed to assist one of our own in a “Campaign of Caring.” The Anchondo family, owners of Colormaster Auto Body Shop in El Paso, lost their son Andre, 23, and Andre’s wife Jordan, 24, in the mass shoot-

ing. The couple leaves behind three young children. CIF has committed to match the industry dollar-for-dollar up to $5,000. 100% of the donations will be given to the family to provide for the children’s needs. “We typically respond after natural disasters to assist our brothers and sisters in need, but

The Honda PACT Collision program is designed to meet the growing needs of Honda ProFirst (Honda/Acura Certified) collision repair shops by recruiting, educating and training students to become qualified collision repair technicians for Honda and Acura vehicles. The Honda PACT program partners with various technical and community colleges around the country to deliver this training. Since the FTCC CollisionU program was started in 2014, 80 students have graduated with associate degrees and 37 have gained employment within the industry through the “Draft Days” program. “Sometimes graduating students

get a little discouraged that they can’t find employment right here in Fayetteville,” noted CollisionU Department Chair and long-time industry veteran Doug Irish. “But Fayetteville, like any town or city has a finite number of jobs available in any field. Sometimes you have to look out of town or even out of state. Those who are willing to commute or relocate have the best opportunities.” The next “Draft Days” will be held Oct. 14–15, 2019. “Draft Days” for the spring session will be held March 10–11, 2020. For more information, contact Jen Doyle at 910486-3990 or by email at doylej@ faytechcc.edu.

this senseless tragedy has struck a family and small business owner in our industry and we encourage everyone to come together and assist them,” said CIF Board Chairman Michael Quinn of AirPro Diagnostics. To donate please visit: https:// www.collisionindustryfoundation .org/donate.html.

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Collision Center in Ohio Paints a Donated Golf Cart for School Officer

Kirkwood Community College in Iowa Shows Off New Auto Tech Building

by Staff, Galion Inquirer

by Phil Reed, KCRG News

Ralph Burwell, school resource officer for Galion, Ohio, City Schools, is equipped to patrol the school campus this year.

Credit: Galion Inquirer

Several community members and organizations banded together to donate a golf cart to the Galion Police Department, which Burwell will use as transport between school buildings, parking lot patrol, and

any other needs throughout the school day. Ken Green, of Galion American Legion Scarbrough Post 243, donated the cart as part of the organization’s many community outreach activities. Jim Hedges donated additional parts. Jeremy Piper, owner of Piper’s Collision Center, performed the assembly and painting, and also installed the lift kit and police lights. The donation is valued at approximately $6,000. “We appreciate community support like this,” Burwell said. “The SRO program has been a great partnership with the school system and the golf cart will allow me to serve students and staff more efficiently.” We thank the Galion Inquirer for reprint permission.

Leaders at Kirkwood Community College in Cedar Rapids, Iowa, say there’s a shortage of skilled workers in the auto industry. They’re hoping their new auto tech building will be a driving force for recruitment.

Kirkwood Community College’s new auto tech building in Cedar Rapids, Iowa. Credit: KCRG News

They say there’s nothing like the building at any other community college in Iowa. It’s a 38,000 square foot facility that crews just finished in late August. It allows students to get a hands-on approach. They started

AASP-MN to Host Body Shop Session and GM Advanced Safety Systems Clinic In response to member demand for more opportunities to connect and share knowledge and experiences with other collision members, the Alliance has two learning and networking events scheduled this fall. Both sessions are open to anyone in the collision repair industry— membership in AASP-MN is not required.

and challenges faced by collision repairers. From trending topics ripped from the headlines of Repairer Driven News, victories in addressing estimating data inaccuracies and omissions through the Database Enhancement Gateway, and market-leading work by SCRS – including an overview of resources and benefits. Attendees will hear about: • Notable legislation and litigation; • OEM procedures; • Protection of data; • ADAS and advanced technology; • And more.

The first, a Body Shop Session, will be held Tuesday, Sept. 17, from 11:00 a.m. – 1:00 p.m., at Grumpy’s Bar & Grill in Roseville, MN. “Collision Industry Issues & Trends: A Bird’s Eye View” will be presented by Aaron Schulenburg, executive director of the Society of Collision Repair Specialists (SCRS). Schulenberg will share information gleaned from a national-level vantage point that directly relates to opportunities 22

The cost to attend is $25 per person, which includes lunch. This event is co-sponsored by C.H.E.S.S. and Enterprise Rent-A-Car. On Thursday, Oct. 17, AASPMN will host “GM Advanced Safety Systems: Post Collision Service & Repair,” from 4:00 – 7:00 p.m., at EP Auto, Tire & Glass, Eden Prairie, MN. The three-hour clinic, sponsored by Suburban Chevrolet and presented by Jerry Tempel, principal tech training specialist with Raytheon Professional Services, will

OCTOBER 2019 AUTOBODY NEWS / autobodynews.com

cover procedures to be followed while making collision repairs for the safe operation of a vehicle postaccident. In addition, the following topics will be covered: • Side Blind Zone Alert; • Lane Departure; • Haptic Seats; • Rear Vision Camera; • Parking Assist; and • Adaptive Cruise Control.

The cost to attend this session is $40 per member and $55 for nonmembers and pre-registration is required. AASP-MN will also be hosting a Mech XChange and a “Beyond Four Strokes” clinic for its automotive service members in October. For additional information or to register for any of these sessions, contact the AASP-MN office at (612) 623-1110 or 800-852-9071 or visit www.aaspmn.org.

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classes there on Monday, Aug. 26. Sophomores are working on how to do brake work. Freshmen are in a classroom learning automobile basics. They have 32 cars to work on. Eventually, students will learn how to do oil changes, tear down a transmission, everything to get them ready for a career in the auto industry. “This is going to be a wonderful recruiting tool,” said Dan Martin, dean of industrial technologies. “I think that whenever a student walks in here and talks to us about what it takes to be an automotive technician, they’re gonna look here and they’re gonna say Kirkwood has what it needs to have to be able to put me in the best place for my career.” The building cost more than $6.5 million dollars.Martin says auto tech jobs can start off paying at $20 an hour. A ribbon-cutting ceremony is set for Sept. 12. The auto tech classes are full for the year. We thank KCRG News for reprint permission.

autobodynews.com / OCTOBER 2019 AUTOBODY NEWS

Continued from Cover

Repair Planning

assess the effectiveness of their repair planning process. He recently spoke to a group of body shops in Honolulu, Hawaii, about the recommended steps to effectively create and implement a thorough repair plan. “A shop will never complete the job efficiently unless repair planning is done correctly and an accurate work order (repair plan) is created before you start production,” he said. The following is based on information shared by Ronak in the class, which was sponsored by Island Concepts, based in Honolulu.

Q: A:

How would you describe repair planning?

Repair planning is not just taking a car apart and trying to figure out all of the damage. It is fully documenting everything you are going to need done to that car to fix it 100 percent. In essence, it’s a roadmap to follow.

(l to r) Rozanna Matuu and Sabrina Dela Rama, Tony Collision.

When a vehicle leaves the body shop, the assumption is that the vehicle has been repaired correctly. You don’t want to wait until the very end of the repair to make sure everything is done properly. Typically, shops began repair planning to reduce delays and supplements, and improve cycle time, efficiency and customer service. Many shops continue to follow the process to some degree, but they aren’t always consistent or working to a defined standard that achieves predictable results.

Q: A: 24

How has repair planning evolved over the years?

Traditionally, shops would write an estimate and then

follow up with supplements, which were sent to the insurer for reimbursement. Over time, shops began to routinely tear down the vehicle during the repair process. Eventually, they started tearing down vehicles and fully disassembling them prior to the repair. This led to what we consider ‘informal repair planning’ where the shop focuses on a complete initial estimate or repair plan. Some shops now engage in formal repair planning where everything is fully documented. Highly-evolved shops will audit the repair planning process as a step toward continuous improvement. This involves measuring the accuracy of the repair plan, tracking supplements and creating action plans to ensure future repair plans correct for these errors or omissions, achieving a continuous improvement loop. What is the purpose of an estimate and how does it fit in with repair planning?

These days, writing estimates is still the norm in the industry. Ironically, an estimate is a guess— a rough approximation of what we think the job is. It helps a shop decide if it is going to be working on a small, medium or large job. It also allows an insurance company to determine how much it should put away in reserves. It’s important to keep in mind that until you can perform electronic scan diagnostics on the vehicle, you can’t ascertain what it is going to cost to fix that car. Even when shops write a repair plan, many still find value in writing a preliminary estimate. Not only does it help demonstrate to the customer that your shop is detailed and going to do a thorough job on the repair, but it can also help identify the critical or difficult-to-source parts needed, allow you to compare and quantify different repair strategies, meet the insurance requirements, assist with scheduling and eliminate bottlenecks. However, while an estimate provides an approximate cost of the repair, a repair plan will ensure you determine the exact cost as an accurate repair plan is the definitive guide to the precise process you will follow to restore the vehicle to

OCTOBER 2019 AUTOBODY NEWS / autobodynews.com

pre-loss functionality.

What should shops be aware of during the repair planning process?

There are three primary areas of focus in the repair planning process. First is compliance with the manufacturer recommended and required procedures, while considering

(l to r) Leo Cariaga and Jaime Dela Cruz, Street Image, and Todd Stogdell, Island Concepts.

insurer mandates if you are in a contractual agreement. We are finding that the manufacturers’ guidelines are mandatory and coming on extremely quickly. Shops must read and follow OE procedures every time. The materials used in vehicles

today are very different than they were 20 years ago. There are very specific ways to repair a vehicle, and in some cases, extremely specific ways to disassemble a vehicle as well. It is important to know this prior to beginning any work on the vehicle. Most importantly, deviating from these procedures places shops in the position of assuming some avoidable repair-related liability for the repair. It’s important to remember that liability differs from a warranty. A warranty is a limited scope that guarantees you’ll redo the work. It’s very different from liability in that you assume all of the consequences of how that car is repaired. You’re liable for life and several recent court verdicts have validated that as a legitimate concern. Another part of the repair planning process includes administration. To ensure you are doing it effectively, you absolutely have to be auditing. This includes auditing for accuracy and complying with the insurer and manufacturer guidelines. I advise shops to set up a good system for uploading information to the management system and insurer. It’s

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also important to obtain approvals, communicate, and order all necessary parts one time. The third part of the planning process is disassembly. Shops should identify all damaged parts up front, including clips and fasteners, as well

(l to r) Van Takemoto and Thomas Uyeda, Island Fender.

as all structural and suspension labor operations, and body and refinish labor operations. They should also be aware of all mechanical, sublet and non-included operations and the specific repair methodology.

plan?

What is important to know in regard to a complete repair

There are four key factors to consider: accuracy, efficiency, speed and value. Accuracy is key in repair planning. To ensure accuracy, there must be a reduction in supplements, downstream work stoppage and parts orders. In terms of efficiency, a repair planner needs to stay focused with minimal distractions, pay close attention to over-and under-scheduling and have a standardized process in place. Repair planning can impact the speed of the overall process. Although a repair planner should ideally work at an aggressive pace, remember that the desired end result is quality over quantity. Rather than massive throughput, we’re interested in accurate throughput. Finally, repair planning can add value to the downstream operations. This enables continuous flow, reduces stoppage, and allows a facility to produce more billable hours. It can also improve cycle time and CSI.

Q: A: 26

What is the best way to get started with repair planning?

To set up a good repair planning process, it’s critical that

a shop has a good parts process in place. In the average shop, parts are about 42 percent of sales. Therefore, in a shop that brings in $100,000, that represents $42,000 in sales. If the average shop makes 25 percent, that’s $10,500 profit, leaving $31,500 per $100,000 in sales. Ordering parts is often a big, complicated and poorlymanaged process in a body shop and yet is the single largest expense. If you address the inefficiencies you have with your parts process, many of the challenges you have in production and the business will go away. Once you create a process, it’s critical to find someone in the shop who can maintain it.

Q: A:

How does repair planning “feed” production?

Think about the concept of having two separate businesses. Shop “A” is repair planning, also referred to as build-down, that feeds Shop “B,” which is production. The purpose of repair planning is to reduce the variability of typical collision work. Shop A accomplishes this by transforming a damaged vehicle into a predictable state of work for Shop B.

pletely dissembled and all of the operations are identified, the parts department is able to order and verify the parts prior to the vehicle entering Shop B. The goal is to understand that repair planning feeds production. By having that complete repair order in Shop A, it almost guarantees that that car is going to flow right through Shop B.

Q: A:

ning process. If this is happening, I recommend investigating why those defects occur and then creating strategies to minimize them as much as possible.

What is the importance of measuring effectiveness?

Shop leaders and owners often don’t measure their repair planning efforts, but it’s very important to do so. All successful organizations measure effectiveness in critical operations or activities. It’s all about scheduling and understanding the capacity of each stage of production. The only way you can do that is understanding what is needed at the beginning of the repair. Many shops find that estimators and repair planners are writing supplements, sometimes daily. That’s a defect in the repair plan-

(l to r) Tim Ronak, AkzoNobel, and James Carlos, Oka’s Auto Body.

Another important component is auditing. As I mentioned previously, to really be doing repair planning, you absolutely must be auditing the process to be successful in the longterm. The key to repair process speed and efficiency is to slow the process up front to ensure a free-flowing and disruption-free production event that will not deviate from the accurate initial repair plan. Part one in a two-part series.

HYUNDAI

C Collision Scot Takemoto, Island Concepts, the sponsor of the event, and speaker Tim Ronak, AkzoNobel.

One of the challenges shop leaders often have when they implement repair planning is that the structure of the business isn’t necessarily capable of supporting repair planning on an ongoing basis. As a result, the moment the process breaks down, they default to their previously used method.

Q: A:

How can I ensure my shop is successful?

One of the single biggest things shops need to do is make sure they have a complete repair order. When a damaged vehicle is com-

OCTOBER 2019 AUTOBODY NEWS / autobodynews.com

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Continued from Cover

ADAS Calibrations

calibrations at dawn when there are fewer traffic congestions. “And if it’s snowing or foggy or raining, or if there’s been sand placed on the road that’s covering or obscuring the lines, it won’t work,” Rozint said. “If you get stopped half-way through, in some cases, depending on the vehicle and the scan tool, you might have to start all over again.” Matthew McDonnell, a member of the CIC committee and a Montana shop owner, said such calibration test drives are becoming more common as more vehicles have lane-departure warnings and other such systems. He pointed to the requirements for the 2017 Ford F-150, which call for a ten-minute drive at 40 mph after any repair involving a windshield replacement, change in tire size, suspension repair or alignment, front airbag deployment or interior mirror replacement. While static calibrations done in the shop rather than as part of a test drive may seem simpler, Rozint said

they can require specialized targets and equipment. For example, the ultrasonic blind spot radar in some newer Honda, Toyota and Kia vehicles requires the use of a metal reflector cone, laser and a goniometer jig, a device that measures angles. Some of the newest Audis, he said, include

Montana shop owner Matthew McDonnell said calibration of some systems on the 2017 Ford F-150 requires a ten-minute drive at 40 mph after many repairs, including those involving a windshield replacement, suspension repair or alignment, or front airbag deployment. Credit: John Yoswick

360-degree cameras and Doppler devices to monitor what’s going on around the entire vehicle in real-time. “To calibrate that, you need this aluminum structure with magnetic

OCTOBER 2019 AUTOBODY NEWS / autobodynews.com

panels on it, and there are laser distance meters built into that,” Rozint said. The BMW 7-series includes a pedestrian detection system that is based on body heat. It requires a pole-like target with a 98.6-degree device at the top that you place a set distance in front of the car to simulate a person as you use a scan tool to calibrate the system. “So if you thought you were getting yourself positioned for some basic target calibrations and some dynamic drive calibrations, that’s great, but welcome to what’s coming this year and next year, with even more coming behind that,” Rozint said. “Those who aren’t training in this area may want to consider doing so.” Subletting this work to dealers may not alleviate the need for shops to understand what those dealers need to be doing, he cautioned. “In some cases, they’ve never done it before themselves,” Rozint said of some dealers. “So if you don’t have the training yourself, you may not even be able to properly identify someone who is qualified to do it.” Following the presentation at

CIC, Ray Fisher, executive director of the Automotive Service Association (ASA), urged the industry to consider safety when conducting dynamic calibrations on the road. “When technicians go on a test drive with a scan tool, they are at risk. That is ‘distracted driving,’” Fisher said. “So I really encourage shop owners to protect your technicians. Realistically, [such test drives] may require two people.” The CIC “Parts and Materials Committee” in Indianapolis highlighted some of the challenges shops face in understanding exactly what type of part they are buying and who backs any warranty on it. The California Bureau of Automotive Repair (BAR) has said for many years that parts in that state must be described on consumer paperwork only as new, used, rebuilt, reconditioned, OEM or non-OEM. As far back as 2016, the BAR has made it clear from that the ambiguous or inconsistent use of “alt-OE” or “opt-OE” designations meant the terms could not be used on customer paperwork in that state without providing additional information about such parts, including

what warranty they carry. In response, Mitchell International has recently eliminated from its estimating system parts labeled as some variation of “OEM.”

Eric Mendoza of Toyota said the only way for a shop to ensure it has purchased a Toyota OEM part backed by the manufacturer is to purchase it directly from a Toyota dealer. Credit: John Yoswick

Speaking at CIC, Eric Mendoza of Toyota said the only way for a shop to ensure it has purchased a Toyota OEM part backed by the manufacturer is to purchase it directly from a Toyota dealer. In North America, he said, Toyota sells its parts only to its dealers. But, Mendoza also acknowledged those dealers often sell nonToyota parts – at a minimum, such

things as vehicle accessories – and some also may sell Toyota parts to other parts distributors. If a shop is buying a part from a non-dealer distributor that says it’s a Toyota part, Mendoza said, the shop may want to confirm that the distributor bought the part from a Toyota dealer. “If it was not bought from a Toyota dealer in North America, then all bets are off,” Mendoza said. “If you can get whoever you are buying your parts from to show proof that they bought it from a Toyota dealer, you’re safe. Otherwise, not so safe.” Furthermore, even a Toyota part bought from such a distributor likely would be warrantied only by the seller, not Toyota, he added. “If you buy that part from a middle-man supplier … you as a shop don’t have the proof that the part was bought from a dealer,” Mendoza said, noting that the Toyota warranty “doesn’t go to someone downstream.” “So I think [it’s up to] the distributor that bought the part from the dealer to give that part a warranty. The shop isn’t going to be able to get that same [Toyota] warranty,” he said. Mendoza confirmed that an

OEM service part – one sold by the dealer as a replacement for the one installed at the factory when the vehicle was built – “may be made to a different standard than the original equipment that was made for the [vehicle] rolling down the [production] line.” Why would an automaker deviate from the production line part for a service part? “A lot of it comes down to costof-ownership” of the vehicle, Mendoza said. “We recognize that sometimes we’re not always price-competitive with the market. For whatever reason, we weren’t able to make that original equipment part that we were making at a competitive price [for a service part].”

Your leading source for MIDWESTERN Collision Repair News! midwestern.autobodynews.com

CREF Partners With MCRA

The Collision Repair Education Foundation (CREF) is partnering with the Montana Collision Repair Association (MCRA) to support the state’s lone collision repair training program. Montana State University – Billings in the only school providing pre-employment training in the state. Through the partnership, the MCRA and the CREF will raise funds to provide the school and its students with: • Hand tools; • Aluminum repair tools/equipment; • New frame rack; • Student scholarships; • Epoxied program floors; and • Student work uniforms. “MCRA is proud to team with Collision Repair Education to enhance the future of collision repairers in the state of Montana. Programs such as this are a lifeline to the repairers, schools, trainers and students supporting the collision repair industry,” said Paul Flores, owner/general manager of Rick’s Auto Body in Missoula, MT, and president of the MCRA.

autobodynews.com / OCTOBER 2019 AUTOBODY NEWS

From the Desk of Mike Anderson with Mike Anderson

What’s the Cost of a Comeback? It’s a question most shops haven’t considered; fewer shops have actually calculated the cost of a comeback. If you figured out the actual cost each time a customer has to bring their vehicle back into the shop, you’d be investing more of your time, systems or other resources to prevent it. I’m not talking about a customer coming back for a trim piece or other another part that was on backorder at the time the vehicle was delivered. I’m talking about the customer coming back that you didn’t expect to see until their next accident. They could be returning because of a paint issue, wind noise, or some vehicle system not functioning properly – something related to the quality and completeness of the repairs you performed. Clearly, most of the issues leading to such comebacks are avoidable through the use of such practices as having a good (preferably electronic) quality-control process in place throughout the repairs (something I discussed in a previous article), conducting a post-repair scan and test drive, and adhering to the OEM repair procedures researched at the time the repair plan for the vehicle was developed. If you don’t have those practices in place – or if you do and something still manages to fall through the cracks – you’re likely to have a comeback.

So let’s do the math and figure out how much that costs your business. First, let’s think about some of the other indirect costs to which we might not be able to attach a dollar figure. How does that comeback impact the trust and reputation you’ve built with that customer? How much potential future business will you lose from that particular customer – or from others who hear, or read online about that customer’s experience? But leaving those intangible costs aside, you can actually measure the other bottom-line financial costs of that comeback. Here’s how. Start with the cost of your body technician’s time addressing the comeback. The average collision technician produces about $55,000 or $65,000 per month in sales. At a 45 percent gross profit, a $55,000-permonth technician generates $24,750 in gross profit. Divide that by the number of hours they work in a month (let’s say it’s 195 hours) and you’ll see that technician is generating $126.92 in gross profit for each hour worked. So if that technician has to spend two hours on a redo or comeback, that just cost your shop $253.84 in lost gross profit. If there’s paintwork involved in the comeback, you can use a similar calculation to add in what it cost in paint shop labor gross profit.

1Collision Adds Health & Benefits Program The 1Collision Network has recently partnered with a national benefits provider to offer a complete HR Management Platform to add to their offerings for affiliated collision repair centers. The webbased application includes: • National Group Health, dental & life insurance (includes coverage from most major providers in all 50 states); • 401K plan; • Payroll solution; • All in one convenient app for employee benefit management; and

• National support team that in cludes recruiting service.

1Collision President Jim Keller commented, “As it becomes increasingly more challenging to attract and retain employees, we believe this National HR Plan, available to qualified 1Collision affiliated collision repair businesses, will greatly benefit our partner shops by automating HR management, while offering a convenient and cost-effective benefit solution to employees and their families.”

OCTOBER 2019 AUTOBODY NEWS / autobodynews.com

Mike Anderson is the president and owner of Collision Advice, a consulting company for the auto body/collision repair industry. For nearly 25 years, he was the owner of Wagonwork Collision Center, an OEM-certified, full-service auto body repair facility in Alexandria, VA.

How about the estimator who worked with that customer and who took the call when the customer found a problem with the vehicle? He had to spend the time to speak with the customer, schedule the car back in, order any necessary parts, look up any additional OEM repair procedures, convey the information to the necessary staff, and coordinate getting the vehicle back to the customer a second time. Each of those small steps adds up, and they often interrupt work the estimator was doing, adding to the time lost in getting back into that work. An estimator making $60,000 a year cost you about $25.64 per hour ($5,000 per month divided by 195 hours worked per month) so if that comeback eats up 1.5 hours of their time, you’ve just added $38.46 to the dollars and cents cost of that comeback. Does your $15-per hour detailer

need to spend another hour re-cleaning the vehicle? Add that in. Were there any paint materials needed? Add that in. Hopefully, the comeback didn’t require additional scanning or calibrations, but if so, you can add the cost of those in as well. It’s easy to see how a comeback for even a relatively minor issue can rack up $500 or even $1,000 in costs for your business. Even just three of those a month can put an $18,000 ding in your shop’s annual bottom line – and I suspect there are a lot of shops dealing with far more than three comebacks a month. So let’s talk about what you’re doing to avoid comebacks. Send me an email (mike@collisionadvice.com) about your quality control process or other insights you can share. Let’s start taking some of the wasteful cost of comebacks out of your shop and out of the industry.

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OCTOBER 2019 AUTOBODY NEWS / autobodynews.com

Please contact these dealers for your Honda or Acura Genuine parts needs. MICHIGAN

MISSOURI

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Dept. Hours: M-Sat 7-6 Lrowe@bommarito.net

Dept. Hours: M, W, Th, F 7:30-6; Tu 7:30-7; Sat 9-1 dvice@roperauto.com

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Open Letter on NH Veto of “Failing to Pay” Bill September 5, 2019

On Aug. 30, New Hampshire Insurance Commissioner John Elias penned a column expressing support for Gov. Chris Sununu’s veto of House Bill 664, a bill drafted to protect consumers in post-collision auto body repairs. This bill would have amended the Unfair Insurance Practices Act to prohibit automobile insurance companies from “knowingly failing to pay” for auto body repairs conducted in accordance with the original manufacturer’s repair instructions. Automobiles today are packed with new technology. To return a vehicle to pre-collision condition, automobiles need to be repaired by highly trained professionals, following automaker repair instructions. Proper auto body repairs are a matter of safety. On Dec. 21, 2013, Matthew Seebachan, 33, and his wife Marcia were nearly killed when their 2010 Honda Fit was struck by another car on US 281 in Texas. What should have been an unremarkable vehicle crash turned into a life or death situation, when the structural integrity of their vehicle was compromised and the couple was trapped within the burning vehicle. In the court case that followed, it was found that the crashworthiness of their vehicle was diminished as the result of an earlier auto body repair that did not follow the proper repair procedures recommended by Honda. Instead of using 100 separate welds to reattach the roof panel, as documented by the manufacturer in the very type of procedure this bill addresses, the repair shop simply used a tube of adhesive, an unapproved method of repair. When the Seebachans’ vehicle was struck, the now compromised vehicle collapsed around them in a manner inconsistent with how it would have reacted had the approved repair procedure been followed. Court documents indi-

cate the couple was conscious while their bodies burned. The Seebachans won their case against the auto body shop and the shop was ordered to pay $31.5 million to the couple in damages. The key to the case, and something Commissioner Elias seems to ignore, was the sworn testimony from the auto body shop manager who explained the shop consciously did not follow the vehicle manufacturer’s repair instructions because they believed they would not receive payment from the automobile insurance company for the more complicated repair. Because the shop bent to perceived pressures from the insurance company and used an unapproved repair procedure, the Seebachans will live the rest of their lives in pain from this accident. Instead of recognizing the possibility that implied pressure and claims settlement practices from insurers could yield an unsafe vehicle repair, Commissioner Elias questions whether the bill passed by the legislature would actually improve safety, and suggests that the safe repair of a vehicle is not an issue in the state. As evidence, he points to the fact that his office has not received any consumer complaints on the topic. The commissioner seems to forget that the very purpose of government regulation is to protect consumers from such practices which they would not be well equipped to understand on their own. For most consumers, as long as their vehicle is returned with matching paint and body panels, roughly aligned, they are satisfied. The repair procedures that impact occupant safety are largely obscured once a vehicle is reassembled. Should the Seebachans have carried the obligation to inspect their vehicle, and somehow divine that the use an adhesive to reattach the roof was an improper repair?

Alliance of Automotive Service Providers | 612-270-6696 | www.autoserviceproviders.com Society of Collision Repair Specialists | 877-841-0660 | www.scrs.com Automotive Service Association | 817-514-2900 | www.ASAshop.org 34

OCTOBER 2019 AUTOBODY NEWS / autobodynews.com

Commissioner Elias also asserted that requiring auto body shops to follow manufacturer instructions would increase insurance rates on consumers. Such a belief is an acknowledgement that repairs are not being conducted in accordance with automaker instructions today. If they were, there would be no reason for rates to change. The very reason consumers buy auto insurance is to make sure their vehicle is made whole if they are ever in an accident. We are aware of no insurance discounts offered in the state for policies that allow for corner-cutting repairs. As such, New Hampshire consumers should be guaranteed their vehicle will receive a safe and proper repair if their vehicle is ever in an accident, and to do so repairers need to follow automaker repair procedures every time.

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National Events with Chasidy Rae Sisk

Chasidy Rae Sisk is a freelance technical writer from Wilmington, Delaware, who writes on a variety of fields and subjects, and grew up in a family of NASCAR fans. She can be contacted at crsisk@chasidyraesisk.com.

180BIZ Webinar Focuses on Making Change Stick in Collision Repair Shops In August, Rick White of 180BIZ presented an informative webinar on “Making Change Stick” in collision repair shops. He began by asking, “How many times have you put something in place in your shop, thought you had it going, and then realize it’s gone right back to where it was before? This is one of the most frustrating things you go through as a business owner. Often, owners blame their staff, but I’m going to show you it’s not their fault and explore how to get change to stick.”

White defined change as “to make the form, nature, content or future course of something different from what it is or from what it would be if left alone; to alter,” and he identified two types of change: reactive change which occurs as a result of a situation, such as a new shop opening nearby, and proactive change which results from taking advantage of an opportunity, such as the chance to obtain new business when a nearby store closes. “The overlapping area is where you watch for trends and proactively react to growing trends,” White explained. The five change drivers are situation, crisis, improvement, opportunity and trends. White shared some truths about change. Change is inevitable, but it can be a good thing if it’s intentional. Still, people will always resist change, but collision repair shop owners can anticipate this and proactively work to overcome those issues. Owners expect to train their staff on a new process, and then their staff will get good at it; however, White said this is why many fail because, in reality, people regress and then require feedback and more training, often multiple times before reaching the desired level of proficiency. The main reasons that people 38

don’t implement change are that they forget, they’re afraid of the hassle, or they suffer from what White calls “analysis paralysis.” He explained, “Perfect is the lowest standard you can set for yourself because perfection is an illusion created by the devil to rob men of their dreams. It’s better to get something together, get people on board, and get started than to get stuck waiting for perfect and nothing ever changes.” “Instead of setting unrealistic expectations, give yourself permission to fail and to learn,” White continued. “You have to go through suck to get to great. You’ll never grow as a business from a place of fear.” When it comes to implementing change, a shop’s team members are going to fight change, especially if the owner or manager attempts to change a bunch of stuff at once, White said. White recommends mastering one change at a time. “The age of compliance is gone; we are in the age of commitment – you want their involvement emotionally, intellectually and physically.” Sometimes, attempts at change in a collision repair shop fail because the owner declares victory too soon, doesn’t own it, and doesn’t follow up. According to White, “You’re responsible for this and need to give feedback to make it stick. Your team will try and regress, but their proficiency is better than when they started, though not where you want it. You have to have commitment, follow up and accountability to make it work.” White identified a five-step formula for making change work, emphasizing that each step takes time and is equally important. First, collision repair shop owners must create a vision by developing a picture for the future that goes beyond the numbers. They should identify what happens without change, what objections they may encounter, and what their staff gets out of the change. “Creating a vision focuses on your team and creates a sense of urgency.” The second step is to develop the process by outlining a step-by-step

OCTOBER 2019 AUTOBODY NEWS / autobodynews.com

game plan, including what will be measured and how it will be monitored. Third, owners must communicate the vision and the process, providing staff with consistent communication about the plan that makes staff feel valuable. Next, remove obstacles, which will occur and can be internal or external. The final step is to implement the process which includes structured training, measurements and consistency. White said, “You have to do the right things, the right way, at the right time, EVERY TIME. Implementing change requires providing feedback and training on what to get better at, and you keep going until you get the desired behavior. This is the investment you have to sign up for when you are implementing change – that’s the key.” When it comes to convincing staff to buy in to change, collision re-

pair shop owners must build up the reason to do it, but don’t make it about profits. Instead, focus on how it improves your staff members’ lives and your customers’ lives. “Measuring progress gives you an opportunity to celebrate and holds staff accountable.” White added, “Communicate every day for the rest of your business life.” Lack of consistency is a major problem when it comes to implementing change. “When you’re not consistent, you have to start over, which takes a lot of effort and becomes frustrating, so eventually, you give up,” White warned. “Hold yourself accountable by being consistent, never giving excuses, being patient, and keeping staff focused.” “Going through the process with your staff makes all the difference in the world,” White continued. “Follow See 180BIZ Webinar, Page 50

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Shop Showcase

Ed Attanasio is an automotive journalist based in San Francisco, California. He can be reached at era39@aol.com.

with Ed Attanasio

Pasta, Pizza and La Pigna—a Body Shop Vacation In the land of four-foot pizzas, pasta cooked al dente each and every time and breathtaking scenery everywhere you look, Autocarroseria La Pigna in Longobardi, Italy, is a second-generation shop with five employees that recently celebrated its 52nd anniversary.

collision repair industry there and to, hopefully, deduct some of my trip on my taxes. When my cousin and tour guide, Frank Aloe started asking around for the best shop in town for an interview, most mentioned Autocarroseria La Pigna. Who needs Yelp? I thought. The old word-ofmouth has been the best way to rate any business for centuries; so, when I walked into this immaculate shop, I was fairly confident that it would be one of the area’s best collision repairers. My cousin speaks fluent Italian, so I had a good inMaurizio’s crew also repairs and restores motorcycles and terpreter for the interview. high-end scooters in an area where they compete with In addition, he knows nearly cars on the region’s tight roads. Credit: Ed Attanasio everyone in my family’s While I was on vacation in Italy hometown of Longobardi, in the Calthis summer, I decided to interview abria region of Italy (pop. 2,200). a shop owner to get a glimpse of the During the one-hour interview, I re-

alized I wasn’t getting a full translation from my cousin every time. Whenever I asked La Pigna’s Owner, Raia Maurizio, a question about topics such as DRPs, OE vs. aftermarket

a little harder to learn some Italian before embarking on this trip. Maurizio’s father, Rocco, purchased La Pigna in 1989 until he stepped aside and gave the reins to his son a few years back. His dad passed away earlier this year at the age of 75, but he taught Raia the right way to fix cars without cutting corners. Today, Maurizio’s wife, Luisa, runs the front office to accommodate the shop’s growing clientele. Three years ago, he doubled the size of his facility when he acquired the mechanical The break room for the employees at Autocarroseria La Pigna features a photo of Sophia Loren and free lunches. shop next door, so he needs Credit: Ed Attanasio a steady flow of work to pay parts, etc., his responses were rather the bills, he said. When he was ten years old, Maulengthy. But, each time my cousin would offer me a one-sentence an- rizio began prepping and polishing swer. I knew this wasn’t going to be Fiats when school was out, and after a easy and thought I should have tried while, the crew taught him how to do

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basic metalwork. His strength during those years was rust repair, but eventually, he was permitted to do it all, including paintwork. I was trying to find some statistics about how many accidents take place in Italy. One of the things I noticed immediately was that these people drive fast but in control. Their ability to pass each other on tight roads is pretty amazing, and I flinched more than a few times as my cousin’s rattling old Volkswagen Golf flew around blind turns in the middle of the night. In a land where there are more scooters than cars, the crew of five at La Pigna works on scooters and motorcycles and also does restoration work to complement the 30-40 collision jobs they perform every month. The two-wheel repairs are mostly cosmetic, and the car re-building business is limited to three to five vehicles annually, but they do fill in the gaps when business slows down. Unlike most body shops in the United States, there are no DRPs in Italy, but drama with the insurance companies seems to be universal. “We work for the client, not with the

insurance company,” he said. “They bring their cars here and we give them an estimate and then they take it to their insurance company. In some cases, they will go through their insurance company, but half of the time,

cept our labor rate, which is 35 euros plus tax, so that is where we will often disagree.” When it comes to parts, Maurizio gives each of his customers three options—OE, used or aftermarket.

From left to right, Painter Pietro, Owner Raia Maurizio, Metal Technician Dante and Apprentice Giovanni at Autocarroseria La Pigna in Longobardi, Italy. Credit: Ed Attanasio

they ask us to fix the car without their insurer involved.” If there are any discrepancies between estimates, the tug-of-war begins and “we battle it out,” Maurizio said. “Sometimes they do not ac-

“We are well known here in southern Italy for having access to good parts, which is important when we are working on Maserati’s, Ferraris and Lamborghinis. We can get factory parts in three to four days; aftermar-

ket parts next day and if we need a part fast, we can go to the wrecking yard in Cozensa and do it that way. Before we ever install any part in any car, we make sure that the customer knows and agrees.” One thing that Italy is very strict about is modifying any vehicle even slightly and that’s something Maurizio has to keep in mind, especially when he is restoring an old classic car. “We have to get documentation from the owner before we touch it,” he said. “If you get caught driving a vehicle that was modified without approval, there’s a serious fine and they can take the car from you too.” Maurizio believes he will succeed as long as he follows his father’s advice. “He told me don’t compromise the work and always do the right things for our customers and workers,” he said. He explained that if he can continue to repair cars correctly and maintain his reputation for being a good shop, everything else will fall into place. In Italy, they say, “Mangia bene, ridi spesso, ama molto” which means “Eat well, laugh often, love much … and repair cars using OE procedures.”

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Truck Topics with Gary Ledoux

Gary Ledoux is an industry veteran with 48 years’ experience in the automotive and OEM collision parts industry. His column appears exclusively in Autobody News. He can be reached at YesterWreck@yahoo.com

Shop Profile – Diversified Body and Paint In 1989, Mark Gibson started painting Peterbilt hoods in his father’s garage—an inauspicious beginning to what would later become one of the premier heavy-duty truck body shops in the country; Diversified Body and Paint Shop located in Denver. Later, Steve Wolfe would join the company, become a partner, and in 2002, buyout Gibson’s share to become sole owner along with his family. Autobody News caught up with Wolfe to discuss his growing business. Wolfe said 50% of their work is commercial Class 8 trucks, about 23% RV’s, 15% emergency vehicles such as fire trucks or ambulances, 10% are buses and 2% are food trucks. When asked which type presents the biggest challenges, he replied, “They all present their own special challenges. Much of what we work on are ‘one-off’ vehicles where body panels and other parts must be custom made. And you never know what you will run into.” Wolfe noted that a few years ago they had two RV’s in the shop at the same time, made by the same manufacturer, same model year, same model, even the same color. Surprisingly, they were only three serial numbers apart from each other. When they started repairs, one had an aluminum body frame; the other was wood requiring two completely different repair protocols. We posed a few other questions to Wolfe. Here’s what he had to say.

Q: A:

From how far away will a customer come to you for repair?

Being where we are located, it’s not uncommon for a customer to travel 300 to 500 miles to see us. Denver is a city in a vast area of open land.

Given the type of vehicles you repair, it would appear that you do a lot of custom fabrication, something that I assume is not in the conventional estimating systems. How do you estimate that type of work? Are the insurance companies

accepting of these types of estimates?

There really is no system to accurately estimate the work we do. It is only through years of experience and knowing custom fabrication that we can create an estimate. Fortunately, insurance companies are largely accepting of what we provide them. They may ask a question or want something clarified but they know how this works. We even put on classes for insurance adjusters so they can learn what it takes to repair a fire truck, ambulance or a bus. It is not uncommon for us to have a five-day class with 15 to 20 insurance company adjusters.

Many RV enthusiasts live in their RV and travel full-time. When they have an accident, it can be devastating because their “house” is damaged. To help them, you offer overnight parking for RV repair. What is the longest someone has stayed in your lot?

A full-time RVer lived in our lot for two months while we waited for parts.

When a collision impact intrudes the interior space of an RV, especially a late model Class A, Class C motorhome or Fifth Wheel, and damages interior cabinets or furniture, do you try to secure the replacement pieces from the RV manufacturer, get parts from the component manufacturer, or fabricate them yourself?

you can’t get technical information or any information at all. In some newer Class 8 trucks with ADAS systems, we can see the DTC codes but don’t have the ability to clear them. It just depends on the vehicle.

ture of our business and our clientele, it’s more about being available when they need us. A Class 8 truck down costs the trucking company money every day that truck isn’t rolling. When a fire truck is down, you can’t run down to Enterprise and get a rental fire truck. That municipality will have to depend on neighboring communities for ‘mutual aid’ when there is a call for that particular truck. For instance, a drunk driver ran into the back of a ladder (fire) truck while the truck was at a working fire causing extensive damage. Even with all those flashing lights, the drunk driver never saw the truck. (The truck featured a hydraulic bucket and mounted water nozzle enabling a firefighter to pour water on a fire several floors above street level). Not every municipality has a snorkel truck and when you need it, you need it. That fire department

Your business operates on several days and hours – weekdays from 7:30 a.m. to 12:00 a.m. and on weekends from 7:30 a.m. to 5:00 p.m. How many different shifts do you have? How many technicians do you employ?

We have 35 employees, including 20 technicians. We run two shifts Monday through Friday as well as a shift on Saturday and Sunday. Yes, there is plenty of work; in fact, we will be opening a new 50,000 square foot shop by the end of the year. But it’s more than just the volume of work. Because of the na-

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We use a combination of all of the above. Unlike a car, RV parts, especially interior parts are usually only available for a short time after the unit is built so we have carpet guys, cabinet guys and other specialists who will custom-make the interiors.

Of all the vehicles you work on, which one is the biggest challenge and why?

Q: A:

Some are a challenge because you can’t get parts, for others

OCTOBER 2019 AUTOBODY NEWS / autobodynews.com

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called us about every day for three months while we repaired the truck.

How do you keep your technicians trained? Do you use I-CAR?

I-CAR is good and I respect what they do, but they haven’t quite caught up with this type of work yet. They are more attuned to work that is repetitive in nature - on vehicles that are built with a lot of consistency and for which parts and information are readily available. We rely on classes put on by equipment manufacturers, paint manufacturers and people like John Spoto of 3M, our rep from Axalta, and many more.

Q: A: Q:

certain operations. Is that the same way in the truck collision world?

Some adjusters try to play that game. We simply explain that this is not the auto world. We perform on a different level. Due to the complexity and size of the vehicle, the na-

In the auto collision repair world, insurance companies (especially those with DRP arrangements) are notorious for trying to reduce the shop’s labor rate or not cover

Is your shop equipped and trained to diagnose, repair and recalibrate ADAS systems on any brand trucks?

We are equipped to work on most. Others, we have to send back to the dealer. This changes on what seems like a daily basis. On the auto side, OE’s have had years to figure out why and how to provide the repair aftermarket with repair information. The truck side is just now realizing what they need to do and are slow in providing it.

Are you a direct repair shop for any insurance companies? Yes, several.

adjuster in to see us. We have to educate them on what we do, and why we need to get our rate and our hours.

ture of the repair, and the amount of space that such a vehicle occupies in the shop, we need to get paid for each operation—and, at a rate that is commensurate with the nature of the repair. It’s that simple. Sometimes an insurance company will send an auto

Q: A:

Are you involved with any trucking industry associations?

Yes, I am on the advisory board for the HD Repair Forum. In addition, we are a member of the Truck Frame and Axel Repair Association (TARA), the Rocky Mountain Fleet Management Association (RMFMA) and the Fire Mechanics Association. We are also part of the

Colorado Motor Carrier’s Association.

What is your biggest challenge today as your body repair business is concerned?

Our biggest problem is finding enough quality techs. We have been hiring new techs and putting them through an apprentice program. We have also hired techs that came to us from the auto side and brought them up to speed. But we could grow at a faster rate if we had some experienced HD techs. The other big challenge we run into is OE repair information, or the lack thereof. We are working on this with our associations and forums.

years?

Where do you see the truck collision repair industry in ten

I see us finally catching up to the auto repair world in terms of OE information availability. I am hoping to see custom work be more consistent in the way it is done, so we can have certifiable repairs and certified shops like the auto side.

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Hey Toby! with Toby Chess

Toby Chess is an I-CAR program instructor, Training specialist, and former salvage yard operator. Toby is universally known in the collision industry for his work with first responders and advocacy for body shops and consumers. He can be reached at tcspeedster@gmail.com

Kool Tools: Pre-SEMA 2019 I have been conducting I-CAR mobile welding tests for 15 years now. I’ve taught nearly 6,000 techs in ten states and have driven over 400,000 miles. During these travels, I found a few things in common: • Many technicians have poor welding helmets. • Proper MIG gloves are not used; most of them are torn. • The majority of MIG welders being used today need to be scrapped. Before SEMA starts, let’s talk about MIG Welders as well as a new repair process using hot glue. There are three welders to look at: • Pro Spot PR-205 MV; • Millermatic 211; and • Millermatic 255.

Both the Pro Spot PR-205 MV and Millermatic 211 are multi-volt machines. You can plug into a 120 plug (with an adapter) or 220 volts (Fig. 1).

The machine will then set the wire speed and volts/amperage for that metal thickness. There are steel settings for .024 wire, .030 wire, and .035 wire. You can weld aluminum with up to 1mm wire (non-pulsed welding) and .8mm copper selenium wire (non-pulsed welding only).

diameter and the material thickness and machine will set the wire speed automatically.

Fig. 5

Fig. 3

1. Amperage/Wire Speed Display 2. Indicators 3. Voltage/Thickness Display 4. Amperage/Wire Speed 5. Weld Mode (Select between MIG, Synergic MIG, TIG, Stick & Manual Modes) 6. Thickness/Voltage

The last welder you should look at is the Millermatic 255. This welder is a great entry-level machine, and is a smaller version of their top of the line 350 Power Auto-

motive MIG Welder. (MSTP as shown is $4,725, but you can check with a dealer for a better price). The Millermatic 255 MIG welder (Fig. 6) is a complete 250-amp pulsed welder that comes standard with pulsed MIG welding capability. Auto-Set Elite technology allows you to use preset welding parameters based on metal thickness, shielding gas and welding wire type to achieve optimum welds. You can also set your voltage and wire feed speed manually for a custom welding arc. In addition, the Millermatic 255 comes complete with a full-color, seven-inch LCD screen and has simple controls. It seamlessly switches between welding with a standard MIG gun or with an optional

The next welder you may wish to consider is the Millermatic 211 (Fig. 4).

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Fig. 4

Fig. 2

The Pro Spot 205-MV machine (Fig. 2) is synergic – you tell the machine the wire type and diameter, and then you can set the metal thickness. 46

Just like the Pro Spot PR205MV, this welder has a multivoltage plug (MVP), which allows connection to common 120 or 240 volt power receptacles without the use of any tools. You simply choose the plug that fits the receptacle and connect to the power cord. The Millermatic 211 is a modified synergic welder (Fig. 5). You select the material, and then the wire

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Spoolmatic™ spool gun. Moreover, it has a MIG brazing program that can be switched from pulsed to synergic (Fig. 7).

Fig. 6

Fig. 7

Now, I will give you my thoughts on all three welders. If you are going to purchase a

new MIG welder, I would recommend the Pro Spot PR-205 and, or the Millermatic 211. The 120-volt standalone MIG welders are excellent machines and they are cheaper than the multi-volt machines; however, they will not be able to handle 0.35 wire (truck and SUV frames) or aluminum wire. A 220-volt or 120volt machine allows you to perform more collision operations without an additional welder. If I’m conducting a training session, I always have my PR-205 and 211 with me, in my trailer. I’ve been using Miller welders for over 15 years now, and only one of my welders broke down so far; but, it’s been repaired under warranty. So, they are work horses, but I do prefer my Pro Spot, because of the overall feel of the gun and the ease of use. Miller changed their “M” series MIG guns (M10, M15 and M25) to the MDX series MIG guns. Besides a different feel, the consumables are completely different. The nozzle on the “M” series guns was a press-on part, but the MDX nozzle screws on, which takes more time to remove in order to clean it. Lastly, Miller should consider adding the metric system

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unit of length, millimeter (MM), since the metric system is of choice when it comes to working in the collision industry. Speaking of consumables, Miller can be found at all your local welding stores; but, you will need to go online or contact your area’s Pro Spot dealer to get more consumables. Pro Spot dealers will help with the set-up of your new welder, whereas with Miller, you’re on your own. Now, let’s move to the Millermatic 255. If you are in the market for an entry level aluminum/MIG brazing pulse welder, try this one out. The controls are easy to navigate – switching between pulse and synergic when welding aluminum or MIG braze is done by just a touch of a bottom. I like how it welds, but as I stated before, I wish Miller would have the option of using millimeters instead of inches. At the time of this article, the MIG brazing program is for .035 millimeter wire, but I told Miller employees that they need to add for .030 millimeter wire (which is the most commonly used today). One final note, this machine has no OEM certifications at this time. I, now, want to switch gears and

talk about using hot glue tabs (Fig. 8) to repair dents.

Fig. 8

Why glue tabs? With vehicle manufacturers utilizing more high strength and ultra-high strength steels and aluminum in today’s vehicles, repair standards are becoming increasingly high. The Glue Tab Kit is another tool that can be used to meet OEM standards and produce quality dent pulling results. No heat will destroy the OEM applied corrosion protection on the exterior and interior panels being repaired, which is what I loved about hot gluing the tabs. The hot glues they are utilizing today will allow a technician to repair larger and stronger damage on both aluminum and steel panels. All three companies have a wide range of pulling tabs, but the one I liked the best is called “viper” from KECO. It allows the tech to build their pulling tab to fit any odd shaped dent.

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Pro Spot International. Fig. 9 Fig. 15 Keco Tabs. Fig. 11

Dent Fix), hand pullers (separate with Pro Spot), Ding Hammer (separate with Dent Fix) and DING Boards and Lights.

18-volt light from Keco Tabs (comes with body repair kit). Fig. 13

Repair Without Damaging the Undercoat

Step 1: Plug in the glue gun, so it’ll be hot and ready when the area and tabs are prepared (Fig. 15).

Dent Fix Corporation. Fig. 10

All three companies – Pro Spot International, Dent Fix Corp, and Keco Tabs – have kits, including bridge pullers (separate with Pro Spot and

Fig. 14. Credit: Pro Spot International Non-lighted by Dent Fix. Fig. 12

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Fig. 16

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Step 2: Clean the area you are planning to repair with 91% alcohol (Fig. 16).

Fig. 17

Step 3: Heat the area you are repairing to remove excess moisture – no more than 100 degrees (Fig. 17).

going to pull and then apply it to the area you are repairing (Fig. 18).

All three companies have kits, but the most complete is the Keco Tabs system, especially with the wide range of glue-on tabs. It also costs the most compared with the other two companies. I will show you all the tricks that I have learned in a near future article. Please seek out these manufacturers at this year’s SEMA for demos of their systems. Here is a welding helmet and a pair of MIG gloves – two top of the line items – that I have been using with great success.

This mask is under $295. It comes with three sensors, utilizes digital operation and is light weight. I have been using these helmets for the last 15 years. Recently, three of the analog helmets have stopped working, so I replaced them with digital and they are the best. MIG Welding Gloves #39 Made by Black Stallion

Miller’s Perfomance Mask

Fig. 20

Fig. 18

Step 4: Place glue on the tab you are

Fig. 19

I have tried virtually every glove on the market and these are by far the best. They have a great feel, they last long, and they provide excellent heat protection. These gloves do cost more, but they are well worth the investment.

Continued from Page 38

180BIZ Webinar

the process, and you’ll end up with change that sticks.” So when are you done? White advised that change must be anchored to the company culture. He also cautioned against declaring victory too soon and said to avoid micromanaging which is all about activities, not results. Management under stress shows up in one of three ways: the dictator, the pushover or the evangelist, and White encouraged, “Be the evangelist – believe so deeply in what you’re recommending that you’d die for it … It’s not our actions that create success in our lives, it’s our habits.” Concluding his presentation, White quoted Joel A. Barker: “Vision without action is merely a dream. Action without vision just passes the time. Vision with action can change the world.” For more information on 180BIZ and its future webinars for collision repair shops, visit 180biz.com.

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National News with Chasidy Rae Sisk

Protect Your Shop From the Threat of Ransomware With an alarming increase of ran- policies due to the “war exclusion” somware attacks plaguing the colli- which prevents insurers from paying sion repair industry, cybersecurity for costs related to damages caused by has become an important topic for war. shop owners to educate themselves “The normal ransomware provion for the safety of their sion pays for rebuilding the businesses. A type of cybersystem and database, which security risk, ransomware can take 30 days or more. It attacks are when someone doesn’t reimburse or pay the seizes control of an organiactual ransom request (usuzation’s computer system or ally bitcoin), which offers digital information, agreean immediate fix,” Willett ing to release it only after a stated. “Intrepid’s provision David Willett, ransom has been paid. pays for the ransom request general manager of the automotive Ransomware is typibecause it was designed for cally spread through phish- industry at Intrepid what’s actually happening in Direct Insurance ing emails with malicious the industry, and we plan to attachments or by visiting an in- continue strengthening it for our cusfected website, but shops have also tomers’ protection.” been hacked through open ports. The best way to prevent damage After infecting the victim’s system, from hackers is to avoid being a victhe ransomware virus encrypts every tim of a ransomware attack altodata file it finds and displays a de- gether. In “Awareness Briefings on mand for ransom, usually in untrace- Combating Ransomware,” published able cryptocurrency, in exchange for by the Cybersecurity and Infrastructhe decryption keys needed to restore ture Security Agency (CISA), the orthe locked files. Failure to pay the ganization offered tips for businesses ransom leads to those keys being dis- seeking to protect against ransomware carded, which makes the data perma- attacks which are also available on nently inaccessible. their website: One component of ensuring a • Update software and operating shop is protected involves acquiring systems with the latest patches. Outand maintaining adequate insurance. dated applications and operating sysIn Autobody News’ August edition, tems are the target of most attacks. David Willett, general manager of • Never click on links or open the automotive industry at Intrepid attachments in unsolicited emails. Direct Insurance, shared, “This is • Backup data on a regular basis. happening to other industries, but it’s Keep it on a separate device and store becoming more frequent in our indus- it offline. try. The number of automotive repair• Follow safe practices when ers with cyber risk coverage in their browsing the Internet. Read Good garage insurance package is growing Security Habits for additional debut still represents a small percentage.” tails. Most experts do not recommend • Restrict users’ permissions to paying the ransom since there’s no install and run software applications, guarantee that the hacker will restore and apply the principle of “least privthe files or that they haven’t already ilege” to all systems and services. gleaned information for nefarious Restricting these privileges may prepurposes. If paying the ransom is the vent malware from running or limit only choice, be familiar with your in- its capability to spread through a netsurance policy to know if cyberat- work. tacks are covered; according to an • Use application whitelisting to April report by the New York Times, allow only approved programs to run many insurers have argued that certain on a network. cyberattacks tied to foreign govern• Enable strong spam filters to ments aren’t covered under insurance prevent phishing emails from reaching

OCTOBER 2019 AUTOBODY NEWS / autobodynews.com

the end users and authenticate inbound email to prevent email spoofing. • Scan all incoming and outgoing emails to detect threats and filter executable files from reaching end users. • Configure firewalls to block access to known malicious IP addresses. There are several tips reiterated by cybersecurity professionals that are fairly simple and should be adhered to by all shops interested in protecting their digital information against ransomware and other cyber-attacks. First, educate employees on the dangers of malware and common hazards; many companies choose to include expectations in their codes of conduct. Second, back up data since your ability to restore the files diminishes the hacker’s power. Lastly, be sure to update all software and oper-

ating systems since that is the only way to ensure protection against new approaches developed by hackers. Willett agrees that insurance is only one component of managing cyber risk. “It’s important to have extortion coverage for ransomware, but trying to simply buy enough coverage isn’t the wisest risk management strategy. Shops should implement a variety of risk management tools, including firewalls, segmented networks and file encryption at a minimum – just like shops have fire suppression systems on their paint booths, they need to have a system to protect their business from cyber risk.” As a result of their belief that education is paramount to prevention, Intrepid Direct Insurance has worked with RiskAnalytics to provide insureds with three safeguards included at no charge. The InsCyt Safe Browsing Tool (Sinkhole) pro-

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tects against clicking on a link directed to an infected or suspected IP address by providing a warning in the browser. Intrepid also offers Online Employee Training to Defend Human Threats, a video teaching employees

how to recognize and deal with malicious attempts, as well as a sample Security Awareness and Training Policy. Willett believes, “Our understanding of cybersecurity will eventually mature to the point that cybersecurity policies are just as important as zero harassment policies. You need training for the human elements. Many of our customers pay for sophisticated cybersecurity management, and those

companies appreciate Intrepid’s safeguards as much as the shops do.” “We worked with RiskAnalytics to create solid tools to enhance our customers’ cybersecurity,” Willett continued. “As an insurance company, Intrepid expects losses, but we try to provide customers with viable risk management tools to sensibly mitigate the risks as much as possible. We always want to help insureds manage as much as they can within their own shops. This mentality is going to become more prevalent within our industry over the next couple years.” If a ransomware attack occurs, immediately disconnect the infected machine from the network to prevent the virus from spreading, and restore files from backups if possible. Take a photo or screenshot of the message to file a police report. Hiring a cybersecurity company can help determine how the system was hacked and help implement measures to prevent future attacks.

Willett pointed out, “Intrepid’s customers should rely on what’s in their cybersecurity awareness training and already have action steps lined out. Shut down the impacted system to prevent the virus from infecting all of the shop’s computers, and contact your cybersecurity management team to assess the damages.” Cybersecurity risks aren’t going away anytime soon; in fact, they advance every day to circumvent the protection that is developed against them. Willett stated, “I’m excited and relieved that everyone is finally talking about this issue. In the past, it was easy to say that only big companies were affected so it was difficult to get people to pay attention to cybersecurity, but that’s not the case anymore – anyone could be impacted, and being educated about all the risks and ways to protect yourself is the surest way to avoid being a victim of a cybersecurity attack.”

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At this year’s SEMA show in Las Vegas, CARSTAR, North America’s premier network of independently-owned collision repair facilities, will host an exhibit on the show floor, located in the 2019 SEMA Show Westgate Hall, Booth No. 16320. The SEMA Show is the premier automotive specialty products trade event in the world. It draws the industry’s brightest minds and hottest products to one place, the Las Vegas Convention Center. “It is an exciting time for us at CARSTAR as the network is experiencing accelerated growth and we are grateful to participate in the SEMA Show as it is another opportunity for us to highlight why we are known for collision repair excellence,” said Michael Macaluso, president of CARSTAR. Show attendees interested in learning more about joining the CARSTAR family may contact Lauren Schoonover at lschoonover@carstar.com to arrange appointments with the CARSTAR leadership team.

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Social Media for Shops

Ed Attanasio is an automotive journalist based in San Francisco, California. He can be reached at era39@aol.com.

with Ed Attanasio

Yelp Experts Yelp Back About Billion Dollar Bully Body shop owners and Yelp experts who work with the collision repair industry weighed in recently about last month’s article (Does Yelp Bully Body Shops?) in the wake of Billion Dollar Bully, a documentary about how Yelp can adversely impact small businesses. It claims that Yelp extorts small business owners for advertising fees in return for promoting positive reviews and hiding negative ones. So, I asked four marketing gurus about the role of Yelp in this industry, and how can a shop avoid being bullied by it? Micki Hazz, owner of Hazz Marketing: “Yelp comes up frequently in my talks with clients in building their brand online,” she said. “As frustrating as the platform can be for business owners (and understandably so), it is a tool that is not going anywhere; so, your best bet is to em-

brace it and maximize it! I’d recommend that your business claim its free Yelp listing and fill it out to the best of your ability. “Make sure to add pictures of not only your logo but the front of the building, check-in area, employee

the very least. If you can, write a short, public response thanking them for taking time out of their day to write a review for your shop. “Yelp is a tool that Americans nationwide turn to for validating a business of any kind. Even if you

pics (as long as you have had them sign a waiver) and some before and after photos of the work you’ve done,” she said. “Make sure to add an explanation to each photo and please use proper English with decent grammar! When customers give you a good review, you’ll want to click the ‘Thanks’ button in your dashboard at

have some grumpy customers, it’s your opportunity to put your best foot forward and represent yourself honestly to make visitors to your Yelp page feel like you really care and that they won’t just be ‘a number’ getting processed like so many places of business have left them to feel.”

“We had a real problem for a while with fake reviews, but now we are proactive about contacting Yelp whenever we see a fake review,” — Angel Iraola

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Chief Marketing Officer Megan Williams at Lefler Collision & Glass Repair Centers: “With the majority of people utilizing smartphones, having a high-ranking website is crucial because we only have mere moments to get in front of that potential customer,” she said. “One of the simplest ways to work toward ensuring your shop has good SEO (Search Engine Optimization) is that you claim and keep your Google Business, Yelp, and Yellow Page profiles updated with photos, events, special offers, etc. “Yelp was previously considered to only be used for restaurants but we are seeing an increasing amount of consumers using Yelp for research as well as leaving reviews following their repair experience. I would go as far to say that Yelp is the most important to be working on right now because they are the largest listing

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provider for voice search and within the next six months, research shows that 50% of all searches are going to be conducted by voice. “Nearly 70% of all voice searches are conducted on Amazon or iPhone devices which are controlled by Yelp. This shows the influence that Yelp has by running the majority of the quickly growing voice search market. Having an updated Yelp account, mentioning to your customers the opportunity to leave a review, and responding to all reviews – whether good or bad, can help position your shop at the top of the search engine results. “To conclude, review profiles such as Yelp, Google Business, and Yellow Pages are a crucial step towards a prominent search engine ranking. Applications such as Podium can help facilitate more customers to your review profiles, which can then lead to more reviews and a higher search results placement.” President of Phoenix Solutions Group, Nick Schoolcraft: “I always tell my clients to respond to every review, because this is your best way to show the world and search en-

gines that you are listening to your customers and aren’t afraid to address poor experiences,” he said. “It also demonstrates your appreciation for all of your customers. We feel strongly about the benefit of review response and believe that it’s one of the more critical components to ensure a well-rounded digital presence for your business. “The best thing a business can do is deliver an amazing experience, but shops often get so caught up on how to get reviews that they lose sight of what their customers may be saying. How can a shop avoid being bullied by Yelp? “I think it all starts with understanding how your customers actually get to your shop and recognize that Yelp is not the predominant driver of collision traffic in most cases. Regardless of your belief, arming yourself with details that are easily gained by marketing research, or even Google Analytics to a certain degree, can go a long way in understanding Yelp’s value to your business. “At Phoenix, we have never purchased an ad plan from Yelp on behalf of a client. We’ve been asked

many times from customers to look into exploring that option for them. But we’ve ultimately found the value to not warrant the cost, or the opportunity cost, of not having all of your reviews shown. If a shop can provide a differentiated experience, then it will absolutely show through, not by the number of reviews a shop has, but by the quality of the reviews. Improving your relationship with your customers should be the first effort in trying to generate more positive reviews online.” Angel Iraola, owner of Net Business Consulting & Solutions: “We have a long track record working with Yelp, and although things have improved, they are still not ideal,” he said. “We have clients who have refused to join Yelp and punished for not taking part. They have also been accused of withholding positive, genuine reviews and won’t remove fake reviews unless you advertise. “We had a real problem for a while with fake reviews, but now we are proactive about contacting Yelp whenever we see a fake review,” he said. “In some cases, they’re very willing to take it down right away,

but they will always hit us up for advertising at the same time. They’ll give you the hard sell. But, if they keep the bogus reviews upfront because you won’t pay, now we have a problem that needs to be addressed. “For our clients who are fed up with Yelp, we often now suggest that shops focus more on other review sites, such as Google, Glassdoor, Better Business Bureau and Angie’s List, for example,” Iraola said. “Google is well-known for being accountable and transparent, and they won’t try to sell you something every time you contact them. “In the end, small businesses need to address these review sites, because from what we have learned from Billion Dollar Bully, Yelp is a fixture in our society now. We can complain about it all day long, but in the end, Yelp can impact your shop in a huge way, so you have to monitor it constantly. It’s like a naughty kid—once you forget about it for a minute, that’s where the trouble can start!”

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Kansas City 866.949.9500 Toll Free 816.941.4969 Direct 816.942.3156 Fax M-F 7am-6pm Sat 8am-5pm

West Allis 414.543.3000 414.543.5150 Fax

gorejel@audiexchange.com

cfowles@molleaudi.com

M-F 7:30am-5:30pm parts@iamilwaukee.com

Audi North Shore Brown Deer 414.371.2277 414.355.9815 Fax M-F 7:30am-5:30pm rfritsch@audinorthshore.com

OCTOBER 2019 AUTOBODY NEWS / autobodynews.com

INSIST ON GM GENUINE PARTS ONLY ORIGINAL PARTS PROTECT THE VEHICLE’S VALUE.

Call Call Any Any y of of These These Wholesale Wholessale Parts Parts Dealers Dealers Below Below Kentucky

Michigan

Minnesota

Ohio

Bob Hook Chevrolet

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Rosedale Chevrolet

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LOUISVILLE

800-274-4665

502-499-0917 Fax

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800-880-5020

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ALMA

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M-F 7:30 am - 5:30 pm Sat 8 am - 5 pm

734-793-6000 734-793-1101 Fax 734-793-1102 Fax

Indiana

Shaheen Chevrolet Parts Warehouse

aworkman@wgautogroup.com

Schepel Buick GMC MERRILLVILLE

800-588-7757

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ROSEVILLE

800-247-0585

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Bob McCosh GM COLUMBIA

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Mills Parts Center

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800-752-1423

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autobodynews.com / OCTOBER 2019 AUTOBODY NEWS

Associations Endorse OEM Procedures as Standard of Repair The Society of Collision Repair Specialists (SCRS) announced at their July 2019 board of directors meeting a collaborative effort with the Alliance of Automotive Service Providers, the Automotive Service Association (ASA) and a consortium of state and regional associations representing the collision repair industry to establish industry-wide recognition of the documented OEM repair procedure as the standard of repair. The statement and the full list of signing organizations can be found on the SCRS website at https: //scrs.com/oem-procedure-position. It is the position of all undersigned organizations that if a vehicle manufacturer documents a repair procedure as required, recommended or otherwise necessary as a result of damage or repair, that those published procedures would be the standard of repair. Disregarding a documented procedure that is made available to the industry creates undue and avoidable exposure to the consumer’s safety

and liability to the repair facility performing the repair.

As such, we support efforts that aim to ensure consumers are properly indemnified for repair operations and procedures in accordance with documented technical procedures to repair the vehicle as issued by the original vehicle manufacturer. For additional associations that wish to be added as an endorsing organization, email Aaron Schulenburg, SCRS executive director, at aaron@scrs.com.

U.S. Senator Jerry Moran to Keynote Auto Care Legislation Summit U.S. Senator Jerry Moran, RKansas will be the keynote speaker at the 2019 Auto Care Legislative Summit, the Auto Care Association’s biennial Washington, D.C., fly-in. The senator will address attendees during the Keynote Breakfast from 7 a.m. – 8 a.m. on Thursday, Sept. 19 at the Hyatt Regency Washington on Capitol Hill. “With over three decades of public service, Senator Moran offers a unique, pragmatic perspective on public policy and the role of government,” said Bill Hanvey, president and CEO, Auto Care Association. “He has proven to be a true ally to the auto care industry and the people of Kansas are lucky to have him as their senator.” As the current chairman of the Subcommittee on Manufacturing, Trade and Consumer Protection, Senator Moran oversees numerous issues of interest to the auto care industry, including free trade, data privacy and consumer protection. The senator also serves as chairman of the Appropriations Subcommittee on Commerce, Justice, Science and Related Agencies and

Tesla Semi is Exceeding Range Estimates, Notes CHP in Recent Sighting by Simon Alvarez, Teslarati.com

The Tesla Semi was recently spotted by officers of the California Highway Patrol in the Donner Pass, CA, area. Images of the vehicle taken by the CHP show the all-electric truck hauling several concrete blocks, as the vehicle continued its real-world testing in the lead-up to its initial production run. Fortunately, the Tesla Semi’s sighting this time around proved to be a bit more special, as the CHP-Donner Pass officers were able to speak with the upcoming truck’s driver, who was gracious enough to give some details about the vehicle. According to the Semi’s driver, the matte red all-electric truck is currently operating at approximately 75,000 pounds with its trailer and cargo. What’s particularly impressive is that the vehicle is reportedly meeting or exceeding its range estimates despite its heavy load. “Tesla is out testing the new electric truck tractor. The driver stated the concrete blocks are for testing purposes only. According to the driver the truck is operating at approximately 75,000 pounds and the truck is meeting or exceeding the 60

range estimates. Electric trucks are definitely the future. We look forward to seeing more electric trucks on the road,” the group wrote. This is not the first time that the CHP shared images of Tesla’s upcoming all-electric truck. Last year, the silver Semi prototype, complete

The Tesla Semi. Credit: CHP-Donner Pass, Facebook

with a trailer full of cargo, was inspected by the CHP at the Donner Pass Inspection Center, which is located just off Interstate 80. The vehicle was met with notable excitement from the group, who noted in a Facebook post that “the future has arrived.” When asked about the inspection, a representative from the CHP-Donner Pass group stated that the Semi was “very easy to inspect” and the vehicle was “very clean.” No violations were found by the CHP during its inspection of the Semi then.

OCTOBER 2019 AUTOBODY NEWS / autobodynews.com

The Tesla Semi holds a lot of potential, particularly as it is a vehicle that can tap into the immensely lucrative trucking market. The Semi definitely has what it takes to cause a disruption in terms of raw specs, considering that the vehicle is equipped with four Model 3-derived electric motors and a range of up to 500 miles. Tesla has continued to make improvements to the Semi since its unveiling too, with Elon Musk stating on Twitter that the vehicle’s range will likely be closer to 600 miles per charge. The Semi has attracted the attention of several notable businesses, particularly those which are looking for ways to actively reduce their carbon emissions footprint while cutting transportation and logistical costs at the same time. Among the Semi’s reservation holders are PepsiCo, Anheuser-Busch, J.B. Hunt, FedEx, and UPS in the United States, as well as Bee’ah in the United Arab Emirates. Production of the Semi was initially slated for 2019, though Tesla has adjusted this estimate to sometime in 2020. We thank Teslarati.com for reprint permission.

sits on both the Indian Affairs and Veterans’ Affairs Committees. At the Keynote Breakfast, the senator will share stories of his time on Capitol Hill and discuss the Senate’s legislative agenda for the remainder of this Congress. During the Auto Care Legislative Summit, Sept. 18-19, 2019, auto care professionals from across the country will be in Washington, D.C., to meet with their members of Congress to discuss the independent aftermarket and its most critical policy priorities, including the right to access vehicle data. The event consists of in-depth briefings on the industry’s most pressing policy issues and face-to-face meetings with members of Congress and their staff. For the first time ever, the summit takes place in conjunction with the Auto Care Association’s Fall Leadership Days, which will bring in more than 400 industry leaders for multiple days of committee meetings and networking. For more information on the summit or to register, visit: autocare .org/summit.

Electric Buses Plugging Into School Districts

Across North America, some students going back to school this fall will ride electric school buses. More than 100 electric school buses, powered by a Cummins fully electric drivetrain, have been ordered from Blue Bird Corporation, a school bus manufacturer focused on alternative fuel technologies. “The amount of interest has been outstanding; people are very excited about a 100-percent electric-powered school bus,” said Phil Horlock, president and CEO of Blue Bird Corporation. Blue Bird has been working with electric technology in school buses since 1994, and recently partnered with the Cummins Electrified Power business segment. “Cummins and Blue Bird are committed to supporting customers and ensuring that we are safely transporting our children and improving air quality for communities,” said Julie Furber, vice president of electrified power at Cummins Inc. Obtained via Business Wire.

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M, W, F 7am-8pm; Tu, Th 7am-6pm Sat 7:30am-4pm fuszkiaparts@fusz.com www.kia.fusz.com

*Genuine Kia replacement parts (except battery) sold by Authorized Kia Dealer under warranty are covered for the greater of (1) the duration of the New Vehicle Limited Warranty or (2) the first 12 months from the date of installation or 12,000 miles, whichever comes first. Labor charges not included when not installed by an Authorized Kia Dealer. Warranty is limited. See Kia’s Replacement Parts and Accessories Limited Warranty for further details.

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MICHIGAN Kia of Lansing Lansing

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M-F 7am-5pm www.suntrupkiasouth.com

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Montrose Kia Sheffield

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VanDevere Kia Akron

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Kia of Fargo

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Fargo

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Russ Darrow Kia of Waukesha

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Jeff.krueger@russdarrow.com www.kiaofwaukesha.com autobodynews.com / OCTOBER 2019 AUTOBODY NEWS

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OCTOBER 2019 AUTOBODY NEWS / autobodynews.com

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OCTOBER 2019 AUTOBODY NEWS / autobodynews.com