Collision Repair 9#2

Serving the Business of the Industry

> EXCLUSIVE! A special column from AIA's new collision training director Andrew Shepherd.

COLLISIONREPAIRMAG.COM Vol.9 No.2 I $4.95Canada Post Canadian Publications Mail Sales Product Agreement No. 40841632 86 John St. Thornhill ON L3T 1Y2

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How sharks finish off a Barracuda.

For Chip Foose and Peter Klutt, there’s no room to hesitate when it comes to finishing off Peter’s powerful 1971 Barracuda. They’re going for a look that’s positively … killer. That’s why Chip and Peter chose BASF waterborne basecoat. Shop-proven, quick-drying and as smooth as solvent, BASF waterbornes deliver a durable shine while reducing basecoat VOCs by as much as 90 percent. And it sprays so fast … the ’cuda will never know what hit it.

Call 1-800-825-3000 or visit basfrefinish.com today.

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contents

may 2010 collision RepaiR 03

On The cOver

YOUR ONLINE SOURCE Canada’s collision repair information resource. New articles and top news stories daily. Visit collisionrepairmag.com.

FRom the gRound upFor O’Regan’s Rick Dey, it’s all about having a strong foundation.

We’re bringingback the CollisionRepaiR TRaining DiReCToRy!check out a sneakPeek to Plan yournext classes.

46

32feaTures

48 pRioRity planningnot all shoP Wastes are created equal—see hoW to tell Which is Which.

deparTmenTs

04 publisheR’s messagePicture not perfect.by Darryl Simmons

06 newsCaRSTaR expands, CSN takes its members out on the town and much, much more.

16 point blankTraining matters.by Sam Piercey

18 who’s dRivingCo-operation.by Jay Perry

20 pRaiRie viewThe bottom line.by Tom Bissonnette

22 tRainingHaving fun yet?by andrew Shepherd

50 Recyclingassociation thriving.by David Gold

58 the last woRdGreen is good.by Joe Rayment

40 Fix auto’s FoRecastFix auto’s Weather Network campaign pays dividends.

54 Recycling newsFrom manitoba, Ontario and Switzerland.

45 maaco’s banneR yeaRmaaCO’s new strategy for spreading its name in Canada.

43 bonding expeRienceSome expert tips on the potential of weld-bonding.

34 collision cRuiseSherwin-Williams helps Canadi-ans mix business with pleasure.

24 san diego shindigWord from PPG’s latest mVP conference.

HAVE YOUR SAY We welcome your comments on anything you see in Collision Repair magazine. Send your feedback to [email protected]

Products With our look at What’s current in abrasives: true grit.

Volume 9 Issue 2, may 2010

it doesn’t take an aPPraiser to see anita Zeitler knoWs her business.

26

30

Cover photography by: megan Brewer

2010

Publisher’s Page

04 collision RepaiR collisionrepairmag.com

picturenot perfectIt’s always about the image.

taking a cursory look at our indus-try, an outsider probably wouldn’t see much difference comparing today to

five years, maybe even 10 ago. Even those within often don’t take the time to reflect on how far we’ve come in such a short time. But all it took for me was an image in another industry publication of a disgustingly filthy scrap paint barrel and splattered wall to re-alize there are those who still don’t have a

clue about what I can only call in this con-text, “The New Collision Repair Industry.”

This embarrassing image, sent across the country, was someone’s concept of our indus-try’s conversion to waterborne. On behalf of the industry that has worked hard to improve its image, I was offended. If this was used to illustrate how bad certain players were, I could understand. After all there still may be some “bodyshops” who fit this image. But that is far from the norm.

Waterborne conversion is one of the best PR opportunities that could happen to our image. It was not brought about because of dirty shops, but because of airborne VOCs. This picture in question would have one be-lieve that all solvent paint rooms are vile.

By Darryl Simmons

I see a lot of shops in my line of work, and I mean a lot. None have scrap barrels with paint splattered all over the wall. It just goes to show you that there are those who still don’t get it, who have the mind set that this is a dirty industry. How can you expect to con-vince those outside this is wrong when you haven’t even convinced yourself?

Cleaning up the industry is about more than paying lip service to keeping a tidy shop.

It’s about instilling pride in career paths and satisfaction for doing the right thing even when no one is watching. Creating a positive image is more than clean bathrooms and free coffee. Yes, it can include these tactics, but to create a positive image externally, you must believe it first internally. You have to believe in what you do and who you are and take pride for a job well done.

I’m pretty confident if you’re reading this, you believe in promoting a positive image for your shop and the industry in general. Take an extra step and become an industry ambassador, if you’re not already. Over time the public will respond favorably. Pictures are worth a thousand words, so be careful with the one’s you paint.

PUBLISHERDARRYL SIMMONS (905) [email protected]

EDITORJOE [email protected]

aSSISTanT EDITORMEgAN [email protected]

aRT DIRECTORDANIELA [email protected]

EDITORIaL aSSISTanTSgABY SchAchTER, SAShA ERfANIAN

COLUMnISTSANDREW ShEPhERD, DAVID gOLD, JAY PERRY, SAM PIERcEY, TOM BISSONNETTE

COnTRIBUTOR chRIS ORTIz, J.c. WEN,

VP InDUSTRY RELaTIOnSgLORIA MANN (647) [email protected]

SUBSCRIPTIOnOne-year $24.95 / Two-year $35.95Collision Repair ™ magazine is published bi-monthly, andis dedicated to serving the business interests of the collisionrepair industry. It is published by Media Matters Inc.Material in Collision Repair magazine may not be reproduced in any form with out written consent from thepublisher. The publisher reserves the right to refuse anyadvertising and disclaims all responsibilities for claims orstatements made by its advertisers or independentcolumnists. All facts, opinions, statements appearing inthis publication are those of the writers and editors themselves, and are in no way to be construed as statements, positions or endorsements by the publisher.

PRINTED IN cANADA ISSN 1707-6072cANADA POST cANADIAN PUBLIcATIONS MAILSALES PRODUcT AgREEMENTNo. 40841632RETURN POSTAgE gUARANTEED

Send change of address notices and undeliverablecopies to: 86 John Street Thornhill, ON L3T 1Y2

Collision Repair magazine is published by Media Matters Inc., publishers of:

T

rick berg pitching a story idea.

On another note, just as we were getting ready to go to press, I got a call saying Rick Berg had passed away suddenly. Like everyone else who found out, I was stunned. I had just exchanged a series of witty (at least on his part) emails the morning before. Rick was a young guy, only 47, and full of life, wit and great ideas. He brought energy and ideas to the industry with a passion, always ready to volunteer his time. At the service celebrating his life, attendees ap-propriately wore Montreal Canadiens armbands, paying respect to a team he loved. Many spoke about his many facets, but his son Spencer summed it up best when he said his dad would not want to be grieved, but kindly remem-bered. Knowing Rick certainly enriched my life, as it did most who knew him, and the collision repair industry overall. Rest in peace. crm

Rick Berg: 1962-2010

o cReaTe a posiTive image exTeRnally, you must believe it first internally.

Speed up your operations and increase productivity with DuPont™ Cromax® Pro waterborne basecoat. With 1.5 coat coverage, wet-on-wet application and no flash time between coats, it’s easy to see why leading shops are making the switch to DuPont™ Cromax® Pro. And for even faster results, DuPont™ ColorNet® Color Proofing can give you great color matches before a single drop of paint is mixed.

Just a few of the ways that DuPont Refinish can help you reach your operational goals today—while getting ahead of tomorrow’s environmental regulations.

To learn more about increasing your productivity visit www.cromaxpro.dupont.com or speak with a DuPont Refinish waterborne conversion specialist at 1.800.668.6945, prompt 5.

One painter. One tall order. No Problem.

Copyright © 2008 DuPont. The DuPont Oval Logo, DuPont ™, ColorNet ®, and Cromax ® are trademarks or registered trademarks of E.I. du Pont de Nemours and Company or its affiliates. All rights reserved.

Untitled-1 1 3/16/09 8:37:41 AM

news

06 collision RepaiR COllISIONRePaIRmaG.COm

Fix auto recently announced that they have added a new location to their network roster: Fix auto Oakville Central.

located off the QeW Highway on 280 South Service Road West in Oakville, the collision repair facility has been in operation for over 40 years and is part of a well-established Ford dealership.

With the ability to service all vehicle makes and models, Fix auto Oakville Central already has a strong reputation in their community. They hope to build on this through joining the Fix auto Network.

“This transition will allow us to take the body shop to another level,” said Scott Nourse, Fix auto Oakville Central owner. “We are very excited about this change.”

FIx auTO aNNOuNCeS NeW OakVIlle lOCaTION

hydrolux_canadian_ad_3 7/4/10 14:03 Page 1

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725, boul. Industriel Blainville, (Qc) J7C 3V3

www.entrepotsab.ca www.abwarehouse.ca

I-CaR, the Inter-Industry Conference on auto Collision Repair, and the automotive Industries association (aIa) of Canada have announced that they have reached a final licensing agreement by which aIa will assume operations of I-CaR training in Canada.

The agreement marks the final step in a pro-cess that began one and a half years ago following the not-for-profit training organization’s decision to license its course content to a Canadian entity. Similar agreements currently exist with australia and New Zealand.

“We are excited about this relationship with aIa Canada and what it means for the Canadian auto collision repair inter-industry,” said John edelen, I-CaR President and CeO.

“The ability to continue to provide access to I-CaR training through a proven industry leader like aIa Canada is the best outcome we could have hoped for. We look forward to working with aIa as their training and services strategies unfold.”

aIa Canada president marc Brazeau was equally enthusiastic.

“I-CaR has built a solid reputation over the years for its development and delivery of first-rate training courses. We intend to capitalize on this experience in meeting the skills needs of the Canadian collision repair sector and this partnership agreement with I-CaR will help en-sure long-term success of the delivery of I-CaR training in Canada.”

I-CaR training is continuing in Canada as sched-uled and it is expected that a full transition will take place by may 1. Canadian customers seeking ad-ditional information about course enrollment can contact andrew Shepherd, director of collision training for aIa Canada at (800) 808-2920 ext. 229 or [email protected].

I-CaR aNNOuNCeS aGReemeNT WITH aIa CaNaDa

© 3M 2008 0803-1468E 3M and Hookit are trademarks of 3M. Used under licence in Canada.

A World of difference

Offering a complete line of product solutions to support your waterborne conversions. 3M’s Clean Sanding discs greatly reduce sanding dust meaning less chance for paint defects.

Contact your 3M Representative at 1-800-364-3577.

Meeting your needs – yesterday, today and tomorrow.

news


CSN recently took more than 110 of their members and industry partners for a night on the town.

The “Date Night,” as they dubbed the evening, began at Jack astor’s–Square 1 Bar and Grill. Couples enjoyed cocktails and hors d’oeuvres

between 5:00pm and 7:00pm. From there the group headed to the Coliseum mississauga for a private screening of the new comedy named, fittingly, Date Night.

“Date Night with CSN was a wonderful opportunity for our insurance partners to interact with our CSN members in a casual environment,” said larry French, CSN’s national di-rector of sales. “The evening was filled with great food, good fun and lots of laughter. We feel it was a huge success.”

This is not the first time CSN has gone to such lengths to show their appreciation for their members and partners. On Friday, February 12, 2010 CSN member Joe Frangione, owner of Turpin Collision~CSN, BemaC auto Body~CSN and CaPTIal Collision~CSN in Ottawa hosted a similar event for 180 insurance adjusters, local brokers, and their significant others. They had a private screening at the amC kanata for the movie Valentine’s Day.

CSN TakeS ITS memBeRS, PaRTNeRS OuT ON a DaTe

Farécla, one of the leaders in the global compounding and polishing products for the refinish market, has ex-panded its operation to include the Canadian market.

From march, the distribution of Farécla products in Canada—previously imported from Farécla’s global headquarters in the uk —is being handled from its operation in Chagrin Falls, Ohio.

“In 2006 we opened our operation in Chagrin Falls to serve the North american market,” said michael Pearson, president of Farécla americas.

“This business has expanded rapidly over the past three years. By expanding this operation to include Canada, Central and South america, we will have greater speed and flexibility to support the growth of our business throughout the americas.”

Farécla is best known for G3 compounds, which contain unique, fast-acting and high-gloss formulas.

In the time the brand was imported from the uk, Gary Cooper and liz Wilson have been instrumental in developing Farécla’s presence in Canada.

They have now joined the Farécla team and will be backed by the company’s global resources as they continue to grow in the Canadian market.

For further details contact Gary Cooper at 416-846-4101 or Farécla Products Inc at 877 (FaRecla) 327-3252.

FaRéCla exPaNDS NORTH ameRICaN OPeRaTION

™

DaNa’S COllISION~CSN HOlDS TRaINING WITH lORD

Dana’s Collision~CSN in Fredericton, New Brunswick recently hosted a training event with lORD Corpora-tion to educate collision repairers on weld bonding.

The training session—attended by repairers from as far as a few hours away—gave a course in the art of weld bonding, the use of lORD’s Fusor adhesives and types of equipment involved.

“It was very informative,” said Dana’s Collision~CSN’s Bob Fowlie. “I do estimating, so the value for me was [seeing the process] and realizing the added time and materials to allow for.”

R/T Collision Centre~CSN in elmsdale, Nova Scotia hosted a similar event with lORD the following day.

Above, from left: Jerry boisvert of sherwin-williams; henry szymanski of sarkis collision center, miramichi, nb; tyler Zacher-King and Kevin creegan of lord fusor; stacy macinnis of dana’s collision centre~csn, fredericton, nb. right, from left: paul donovan of downey’s collision centre, saint John, nb and lord fusor’s tyler Zacher-King and Kevin creegan.

Fast Greens Since switching to Sherwin-

Williams’ HP Process and the AWX waterborne basecoat system, we

have �nally realized the results we want. The HP process used with

AWX is lean and green.

sherwin-automotive.com

— Phil McNaul | Miller’s Collision Services Fort Erie, Ontario

process™

Don’t putt around, it’s actually easy being green – just call 1-800-798-5872.

On the golf course, fast greens are hard. In the collision shop, being fast – while being green – is hard, too. So how do you speed up production while doing the right thing when it comes to the environment? With the new HP Process™ from Sherwin-Williams, now you can.

The HP Process uses proprietary Air-Dry technology to remove the need for baking. It achieves a fast cure time at ambient (70-75°F) room temperatures, allowing for same-day repairs. In fact, its HPC15 Clearcoat can achieve a 15-minute cure that can be sanded, polished and even delivered to the customer.

The HP Process not only bene�ts the environment by reducing a shop’s carbon footprint, but it impacts the bottom line by lowering energy costs and helping paint more cars, faster. The HP Process stands for higher productivity, higher perfor-mance, higher pro�ts, a healthy planet – and especially a happy painter.

With Air-Dry Technology

Phil McNaul (Right)Collision Services Manager

Bill Gooder (Left) Paint Technician


news

Greater Toronto area auto body stu-dents recently competed at Danforth Collegiate and Technical Institute in this year’s regional skills competition.

“They’re doing dent repair, plastic bumper repair, the structure section of a rocker panel and then the painters are going to be painting their repair,” said Bill Speed, who’s organized the competition since 1992.

The gold medalist will move on to the Ontario Technological Skills Competition in Waterloo may 17-18, and possibly to the nationals from there.

akzoNobel recently brought together a select group of Ontario collision repairers to discuss cur-rent practices and procedures.

Independent facilities as well as repairers from Fix auto, CSN and CaRSTaR, came to akzo- Nobel’s etobicoke offices to talk shop about procedure and profitability.

also on the agenda for the day was a condensed version of the Sikkens acoat Process-Centred environment Boot Camp, which akzo’s louis Tremblay delivered.

The Boot Camp is usually a two-day course. Tremblay gave his presentation in under two hours, making it a particularly dense series of pointers for running a low-waste and efficient operation.

at the end of the night, the company gave out door prizes and brought everyone who could stay out to continue the conversation over dinner.

GTa STuDeNTS SHOW OFF THeIR SkIllS aT DaNFORTH TeCH

akZO GIVeS ONTaRIO SHOPS aN eDuCaTIONal TReaT

Above left: danforth student liang yao (left) working on a plastic bumper repair in the Auto collision competition; drew williams (centre), 3m rep judging; and bill speed, auto body teacher at danforth cti, competition chair.Above right: tommy water sanding his fender in preparation for painting with onyx waterborne in the toronto district school board car painting competition.

Above: Collision Repair magazine’s gloria mann working the crowd at dinner after the event.top right: Akzonobel’s peter schilbach showing visiting repairers Akzo’s classroom facilities.bottom right: shop managers and owners came from across the province to attend the event.


news

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GOT HAIL?

CaRSTaR announced it’s adding three locations to its line-up: CaRSTaR Coquitlam, CaRSTaR Scarborough North east and CaRSTaR Welland.

CaRSTaR Coquitlam is the sixth locat ion to open in British Co-lumbia. The owner and operator, Darko Zukina, has been in the colli-

sion repair industry for nearly 40-years—ever since he was an apprentice at age 17 in Croatia. He’s owned his own business since 1993. He recently made the switch to CaRSTaR to capitalize on the value of a branded collision repair business in the BC market today.

CaRSTaR Scarborough North east is the latest addition to CaRSTaR’s network in the Greater Toronto area. Frank Blandizzi is the owner and op-erator of this new location. He’s been operating his own business since 1994. He grew up in the collision repair industry—ever since his father and brother opened a collision centre in Toronto in the

CaRSTaR aDDS THRee NeW CaNaDIaN FaCIlITIeS

late sixties. Though he’s been operating his own business since 1994, he recently made the invest-ment in CaRSTaR because he wanted to be part of the growing family of shops.

CaRSTaR Welland is the 85th store to be added to the network within Ontario. James Richardson, the owner and operator, has been in the collision industry for the past 38 years. He recently made the switch to the network because he was impressed with their systems, as well as the relationships the organization has with insurers.

CaRSTaR Welland celebrated its official grand opening april 23 with a day of music, food and prizes.

CaRSTaR Woodbridge, who joined the network in may of 2009, also recently celebrated a grand opening with a lavish event a day earlier on april 22.

top: the cArstAr woodbridge celebrating their grand opening.Above: cArstAr welland—heather and James richardson.far right: cArstAr scarborough north east—frank blandizzi and dan pye.centre: cArstAr coquitlam—darko Zukina and david lui.


news

alain Piché has become vice-president of paint, body and equip-ment for NaPa/uaP Inc—a role he took over November 30, 2009.

His career started within uaP as an associate distributor in auto parts, after receiving a diploma in Business admin-istration at l’université laval. Following this, alain worked 15 years for ak-zoNobel Coatings before returning to NaPa/uaP.

While working for the european paint manufacturer, alain undertook major re-sponsibilities, namely managing paint, body and equipment operations for eastern Canada and North eastern united States.

Canadian Railway Collision and Refurbish (CRCR) celebrated its grand opening recently with a stylish celebration as well as a sizable donation to Habitat for Humanity. Fittingly, they held the gala in CRCR’s massive spray booth.

On hand were dozens of guests from the community and in-dustry including representatives from DuPont—who supply the paint CRCR uses—and Joe Volpe, member of Parliament for eglinton-lawrence.

The band entertained guests from the industry and the com-munity with instrumental renditions of songs such as “I’ve been working on the railroad” and “king of the road.”

CRCR maRkS ITS GRaND OPeNING WITH ClaSS, CHaRITy

alaIN PICHé BeCOmeS NaPa’S VP PaINT, BODy aND eQuIPmeNT

Above from left: crcr managing director mary fenech, leslie watson, co-owner george warda, founder winston watson, member of parliament for eglinton-lawrence Joe volpe.right: the spray booth easily fit the band, dozens of guests and an impressive dinner selection.

Alain piché, new vice-president of paint, body and equipment for nApA/uAp.

One event you needto make time for...

9-11th June 2010Park Plaza Westminster, London

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To celebrate the tenth anniversary IBIS 2010comes to London, taking place on 9 - 11th Juneat the Park Plaza Westminster Bridge Hotel.

To book your place call Lynette Waite on+44 (0)20 8123 7676 or email [email protected]. Visit www.ibisworldwide.com for more details.

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news

akzoNobel recently honoured the six most influential women in the collision repair industry with a gala award ceremony held in the at-lanta High museum of art.

Janet Chaney of Cave Creek Business Development, erica eversman of Vehicle Information Services, Inc, kimberly Hicks of micro Rim Corp, Beth meckel of Heritage mileOne Colli-sion Centers, linda Sommerhauser of autobody Color Inc, and marcy Tieger of Symphony advisors all took home honours for the night.

This is the 11th year akzoNobel has held this event. It began in 1999 as a way to combat the stereotype that the collision repair industry is male-dominated by giving recognition to the achievements of several female industry leaders.

Today, it is a celebration of how the industry has evolved past the archaic idea that only men get involved in the auto industry.

akZONOBel HONOuRS THe INDuSTRy’S mOST INFlueNTIal WOmeN

top: frederica carter and michelle richards of Akzonobel. left: darryl simmons and gloria mann of Collision Repair magazine along with bill orr and tim lodon of Akzonobel. below: attendees including past and present award recipients posing by a classic car.

Why Should I Convert My Body Shop To A Maaco?

Maaco is ranked #1 in its category by Entrepreneur Magazine in its Franchise 500 List

Half of Maaco’s Canadian shops achieve average sales of over $1.4 million annually with a 12% average net profit

Maaco Canada average store volume = $1 Million PLUS

[572 more customers / year per shop on average than a traditional body shop]

Maaco services more than 500,000 customers / year in North America

Maaco receives 75% of its business through retail out-of-pocket customer pay

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Canada Has Chosen Maaco,

today to learn how you can convert your body shop into a high-volume Maaco franchise.

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CANADA HAS CHOSEN ITS BODY SHOP

every year in conjunction with this event akzoNobel, along with I-CaR, gives a $25,000 scholarship to deserving young women who want to enter the field of collision repair.

“In the spirit of sustainability, akzoNobel is proud to honour an excep-tional group of leaders who are working for the betterment of our industry and our global communities and to provide opportunities for future leaders through the I-CaR education Scholarship Fund,” said akzoNobel Car Refin-ishes americas director of marketing Tim loden.

“as the most Influential Women program begins its second decade, we continue to recognize the outstanding accomplishments of women in a tradi-tionally male-dominated industry,” he added.

“The program has helped to establish colli-sion repair as an industry that respects diversity and recognizes contribu-tions despite gender.”

e a c h a n d e v e r y woman honoured at this event has proven herself an innovative industry leader. They have joined the ranks of the many esteemed past award recipients including Collision Repair magazine’s own vice-president of in-dustry relations Gloria mann.


NEWS

it is with great sadness that we report rick Berg of 3m automotive has passed away. a well-known and respected champion of the industry, rick was 47.

a memorial service was held on saturday, may 1, 2010 at st. paul’s cathedral in london, ontario. people from across the industry attended to pay their respects.

rick is survived by his sons, spencer and alex-ander, and beloved partner martha Bennett.

rick began his career with 3m canada company in 1988, and his most recent position was that of Business manager in aaD.

some of his friends and colleagues have been posting their thoughts and memories about rick on the Collision Repair forum (collisionrepairmag.com/community/forums). We invite you to do the same.

in lieu of flowers, donations can be made to the following charities:

Epilepsy CanadaNational Office2255B Queen Street East, Suite 336Toronto, Ontario M4E 1G3

Heart and Stroke Foundation of OntarioP.O. Box 7008, Station MainLondon, Ontario N5Y 5W7

Here’s what some of his friends and family had to say about rick:Rick made every day he was with us special. He made the ordinary, extraordinary and brought so much laughter and light into our lives. If I consider for a moment, the collective energy he created from all the times he made each one of here today smile, or laugh—then that is a life well lived.

-martha Bennett

He not only knew everything about this business he also knew pretty much everyone in the business from coast to coast—and they knew him. I’ll never forget the first industry event I attended with Rick. It was like a scene directly out of Cheers: you would walk in the room to a chorus of “RICK!”

-scott Blanchard, marketing operations manager automotive aftermarket Division

3m canada company

Rick Berg passed away suddenly in late April of this year. He will be missed.

RiCk BERG, 1962-2010

World Leaders In Automotive Finishes©2010 PPG Industries www.ppgrefi nish.com

LeanOnMeAd.indd 3 4/22/10 3:29 PM


point blAnK with piercey

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w

But whose turn is it to pick up the tab?

Training is always top of mind for most collision repair shop owners. I do not think a day goes by here at

Budds’ when someone isn’t either teaching or learning something.

After all, only an idiot thinks he knows everything—there is always room for im-provement. This is a good thing. Humans, at least most, are hard-wired into doing things better tomorrow than they did them the day before.

We’re also really good at teaching others how to better themselves.

Training is essential in our business. It is not one of those “nice-to-have” things to let you simply fill your tool boxes with fancy certificates. It’s the difference be-

tween remaining a success and becom-ing stagnant.

Our industry is based on training, from the first point of contact to the last hand off of keys to a customer.

Methods and processes at each and ev-ery step of the way are constantly evolv-ing and getting better.

It is not just the shops that benefit from training—no way, no how. The insurance companies keep their customers by get-ting jobs done faster and better with no call backs. Suppliers get more orders be-cause their materials are used properly. And the end-user driver is happy with the results because the repair is more seamless than ever.

Now here’s the kicker. Who’s going to pull the wagon if everyone wants to ride for free?

It reminds me of a story I read to my grandkids about a bunch of farm animals

e all beneFit FRom tRainingso we should All chip in.

By Sam Piercey

who don’t want to help till the soil, sow the seeds and harvest the wheat or even bake the muffins. But, man oh man, everyone sure loves to eat.

You’ve heard me speak about this be-fore and I’ll say it again: I think the bur-den of training costs should be shared by all within the industry.

That’s right: we all benefit so we should all chip in. How about if each insurance work order (at least to those shops that can show training) included a $10–$20 “training supplement” from the insur-ance companies?

Why not expand this to suppliers? And let’s not stop there. How about the

jobbers getting into the act as well?

Training in this industry is being fi-nancially supported for the most part on the shoulders of shop owners.

We carry the bulk of the costs of train-ing our staff at the risk of watching our investment walk out the door.

Well-trained staff also means much better profitability, so the investment is never ending.

If the costs were shared, I think we’d get a much more developed training cul-ture and a stronger industry.

If anyone else has any thoughts on how to help, please email me. CRm

Sam Piercey is the co-owner of Budds' Collision Services in Oakville, ON. Sam is a long-time Coyote member and sits on many boards and committees. He can be reached at [email protected].

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who’s driving?

w

COOPeRaTIONTeamwork is the answer to a lot of problems.

Recently an insurance re-inspector visited one of my client’s shops. He was standing in the office having a coffee and conversation with the own-

er when I arrived. He congratulated me on the chang-es he observed in the operation of the shop since his last visit. The real difference he noticed, I told him, was the change in culture—a direct result of focusing on a team concept centred on the customer’s needs.

I said I take no credit; the techs were the ones that made it happen.

My job in the process was to simply do two things. One: identifying where the team was not functioning as a team. Two: giving them an alternative way to behave.

The first thing is rather easy. Most people are not hap-py with their current situations—all I have to do is ask them if they like things the way they are or if they want to change things to make life easier. Invariably, they

want to change the status quo. Most are not happy with the way things are going and the frustration level that accompanies inefficiencies that exist in the business.

We then dive into how some of the procedures are incorrect and, more importantly, how the communica-tions and treatment of the team members is lacking.

The second thing is the hard part because most people do not even recognize how current behaviours have im-pacted the results they produce. They are not conscious of the actions they take every day that perpetuate the non-team-like results. Further even when they become aware of these types of counter-productive behaviours they do not know what other behaviours with which to replace them. Most people have never had appropriate models for team-type attitudes, thinking and behav-iours. In our industry, many authority figures have not had any training in team-building. I have witnessed so many “old-school” approaches to leadership that are just plain antiquated and ineffective, in today’s world, in leading employees to where good companies need to go. These “leaders” do not know how to listen to employees or encourage ideas to come forward. They know how to horde decision-making power and bark orders. In my view, they are the current-day dinosaurs and are quickly bringing on their own demise.

In today’s business environment with the pace of change and the performance pressures on shops, we need to pay attention to all good ideas. Most ideas

directed at efficiencies will come from the people in the trenches—your employees. Not many shop owners still work on the bench or paint. Plus the fact remains that they have only their own perspective. Listening to others can enlarge that perspective.

Teamwork starts at the top with the owner being will-ing to listen to different perspectives. When we start this process with a client we have a company-wide meeting wherein we identify symptoms of dysfunction and de-termine the root cause. This starts with listening to the employees. If we are going to bring solutions into play, the identification of pain must come from the rank and file. After all, they are the ones who will or will not ex-ecute the solutions and eradicate the problems. If they do not feel that they are being listened to, they will not support more important issues that impact profitability.

Connecting the dots is how I describe the team leader’s job. Usually our team member is only concerned with what they have in front of them and forget about the in-fluences their actions have on the team’s performance. This is understandable given the over-arching attitudes they have been raised with such as compensation plans, lack of team play, weak leadership and morale that sags due to conflicts within the industry that influence them and their earnings. That just points out the work we have ahead to successfully change behaviour from individual-ity to something more team supportive.

In making a concerted effort to improve team mind-set we start with better communication in a group. We conduct entire team meetings each morning outlining our objectives and what individual actions are required so the other team members can accomplish what they need to meet our goals for the day. We talk in other meetings about the big picture stuff: where we are go-ing, what we are building and our plans on how to get there. We conduct CI (continuous improvement) meet-ings that open up discussions on methods that will al-low us to do better today what we did yesterday.

Sounds like a lot of meetings, and compared to some of the non-communicative environments we see, it is. However, we see the results as we work with our clients. We often describe it as “slowing down to speed up.”

The efficiency that follows once the team is all pulling the same direction is amazing. As the leader, conducting these kinds of meetings are what will keep you the one who’s driving. CRm

e need to pay attentionto All good ideAs.

By Jay Perry

Jay Perry is the founder and owner of Automotive Business Consultants (ABC), a performance coaching company specializing in the automotive service in-dustry. He can be reached via e-mail at [email protected].

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audatex-crepair-fall-ad-nosnipe-1209.pdf 12/22/09 10:50:37 AM


prAirie view

Excuse me, but there is an elephant in the room.

In the recently released CARS Report, “Performance Driven,” there are 10 recommendations for the mo-tive power industry that address the need for em-

ployers to learn to recruit, retain and train their employees more effectively while improving the over-all image of the sector.

The only thing not explained is who or how do we pay for these recommendations. The bottom line: the one thing that can make all of these things happen is money.

Bill Ziebart, the executive director for the Saskatch-ewan Association of Automotive Repairers (SAAR), has always told our provincial Government Insurance (SGI) not to compare our rates to other collision rates in Canada, instead compare our rates to other trades that have a four-year apprenticeship leading up to journeyman status. The CARS report clearly illustrates that compensation for the motive power repair and service sector (MPRS) is well below that of other sec-tors (see average weekly earnings graph). If you were a young person looking to start a career and provide

for your family, which trade would you choose? SGI has been hiring a significant number of young

journeymen from the collision trade the last few years. They get above-average wages, every second Friday off and a career track that includes free training. Com-pound this wage inequity with the fact that few, if any, collision shops can afford to offer a nice matching pension plan like SGI does for their employees and you can see why young technicians have been leaving the trade to go to work for SGI as appraisers like never before. How can the Saskatchewan collision industry compete with that? The CARS report highlights the current state of the MPRS workforce:

Close to 60 per cent of labour demand is due to •workers leaving the sector. Nearly a third of employers do not hire apprentices.•The sector continues to have image challenges •and its employees are unlikely to recommend their occupation to others.The experience level of MPRS employees is •

By Tom Bissonnette

THeBOTTOm lINe


prAirie view

dropping. Employees with less than 10 years experience are increasing and the number of those with 15 or more years is significantly smaller than in 2005. More MPRS workers are approaching retirement •age, but only 20 per cent of employers say they are well-prepared to fill vacancies due to retirement in the next five years.

Attracting young people to this trade in its current state might be doing them a disfavour, at least finan-cially. Before we get more young people involved in our trade we had better make sure we can look af-ter them and provide them with significant benefits to stay in this trade. Something or somebody has to address this dilemma and that entity may well be the Canadian Collision Industry Forum (CCIF).

This year the CCIF has selected “Profitability” as its key issue and several committees have been struck to drill down and get the “facts” as to what can be done to address the financial shortfall. I know that there is not much of an appetite from the insurance side to discuss

labour rates and compensation, but if it appears to be a root cause of the malaise of the industry, why wouldn’t we talk about it? If we continue to ignore the “elephant in the room” it certainly will not fix itself.

Never before have we seen the collision indus-try up against the wall like we do now. Claims are down at least 20–30 per cent across Canada creating a shortfall of work and driving home the fact that

shops are simply going to have to make do with less or shut down. I think that before we get to that eventuality (if things stay as they are) the industry stakeholders would be well advised to put their cards on the table and talk about the issues in an open, honest and respectful discussion. Working together, we may be able to find a solution. CRm

something oR somebody hAs to Address this dilemmA.

Cares

ENOUGH TO BE PROPERLY TRAINED EQUIPPED NOT BECAUSE WE HAVE TO, BUT BECAUSE WE WANT TO.

ED E & Assured Automotive Assured Automotive

”“TRAINING IS ESSENTIAL IN TODAY’S INDUSTRY

Left to right: Des D’Silva, Sherry English and Tony Canade.

ASSURED HONOURED - WOMENCERTIFIED

We are proud to announce that Assured Automotive has recently been awarded the "Seal of Excellence" from WomenCertified. Each and every Assured location has taken extensive training and are true pioneers in their field for recognizing the unique needs of the female consumer. WomenCertified is so impressed with Assured’s commitment, that they have in fact, been awarded exclusivity in their field for Canada. We encourage you to visit your local Assured location to feel the difference and you can "Rest Assured..they’re WomenCertified!"

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Tom Bissonnette is the owner/operator of Parr Auto Body, a collision repair facility located in Saskatoon, SK. He can be reached at [email protected].

Average weekly earnings in different sectors

0 500 1000 1500 2000

oil & gasextraction

utilities

construction

manufacturing

mining(except oil & gas)

forestry, logging and support

motive power repair and service

$1,543$1,702

$1,261$1,292

$1,161$1,231

$846

$863$861

$894$848

$622$738

$920

}10%

}2%

}6%

}9%

}0%

}-5%

}19%

As you can see, the mprs sector is well below that of other sectors. 82% of mprs employees earn less than $55000 annually.

Data from StatiSticS canaDa, via carS.

2004 2008


Training

T

HavingFun Yet?Andrew Shepherd on AIA’s exciting new challenges.

after three weeks in my new job as director of collision training for AIA Canada (with responsibility for I-CAR training), a col-

league dropped in and asked, facetiously, if I was “having fun yet?” He was referring to the challenges of learning all about I-CAR and the collision indus-try—taking calls every day from trainees and shop owners wondering what the heck is happening to the program—even attending an I-CAR class on adhesive bonding.

Well, to be perfectly honest, yes, I am having fun!Just as background, I come from a completely

different industrial sector, running a training and cer-tification program virtually identical to I-CAR. So I haven’t been surprised in meeting dozens of you folks —from presidents of major collision chains to in-surance company representatives to technicians and

trainers—to hear over and over the same comments:“We need the skills updating to meet insurance needs

and to deal with new vehicles—when is the next class?”“Why do you have 17 different course fees?” “Great training, but I can’t stand the paperwork.”But not one person I’ve spoken to has suggested

that I-CAR training should be abandoned. Everyone, without fail, has suggestions on how to improve and grow the training.

That tells me a number of key things. First, it tells me that the people in this business are straightfor-ward and to the point—they are convinced about what is needed for their own careers and business success. Second, it tells me that we can depend on advice and guidance from every quarter as we work to improve the program.

And perhaps most importantly, it tells me that the industry is behind I-CAR training 100 per cent.

Make no mistake: industry support is crucial as we make the transition to a Canadian-run program.

Moving to a “Made in Canada” approachAs many of you know, as of May 1, 2010, I-CAR training in Canada will be delivered by the Automo-tive Industries Association of Canada (AIA).

AIA is a national trade association representing the automotive aftermarket industry in Canada. They rep-resent manufacturers, re-builders, manufacturers’

agents, warehouse distributors, national distributors, buying groups, wholesalers, machine shops, retailers, and through its councils, the interests of collision re-pair shops and automotive service and repair outlets.

When the Canadian program launches, there will be changes, but these changes will be gradual and guided by the needs of the industry. Rest assured, any changes will be communicated to everyone involved.

For the immediate term, the training, the trainers, the locations, and the Platinum and Gold Class structures will remain as they have been for the past few years.

What has changed already is the web-based sys-tem we’re using to administer the program. As of the first week of May, we will ask all trainees, trainers and shop managers to visit AIACollisionTraining.ca to set up a new user name and password. All of your previ-ous training and certification will be listed there, as well as class schedules, and even space for recording other training activity. We’re going to do our best to move completely to an online payment system using the same portal.

In a few months, we’ll be recruiting new trainers and making more classes available in more regions of the country. We’ll be reviewing the course pricing struc-ture to make it simpler. And we’ll be starting some in-depth customer surveying to get your opinions on everything from class video effectiveness to schedul-ing to new course requirements.

Also of real interest in the coming months will be proposals from I-CAR International for new approach-es to training recognition. In effect, does the current Gold and Platinum Class structure make sense? Are we encouraging training for its own sake rather than for skills excellence and career development?

Finally, over the longer term, AIA Canada will be looking at the larger human resource questions of the industry, including recruitment, retention and training concerns. We want to see AIA Can-ada and I-CAR training as integral components of human resource development for the automotive aftermarket industry.

So the answer to my initial question is yes: I am hav-ing fun, and looking forward to working with all of you in the months ahead.

I would be very happy to receive any comments or questions you might have. crm

he indusTry is behind i-Car 100 Per CenT.

By Andrew Shepherd

Andrew Shepherd is collision training di-rector overseeing the delivery of I-CAR and partner training to the collision sector in Canada. You can reach him at [email protected].

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Untitled-1 1 6/16/09 12:00:10 PM


feAtures

San Diego sets the stage for PPG’s fourth MVP conference.

tomorrow’s success

Today’s pracTice,

By Darryl Simmons

barb and tom bissonnette

of parr Auto body.

the collision clinic’s Adam lawlor, sharon wells and rob williams.

Kathy and derrick ryan of

garland Auto body.

If the key to a profitable future is getting a firm grasp on past triumphs and learning how to apply them today, then PPG’s MVP Business Solutions Conference was a huge hit. Recently held in San

Diego and designed for collision centre owners and managers, the conference focused on the theme “Be-yond Tomorrow.”

Starting off the two-day event, Gregory Benckart, PPG’s general manager Automotive Refinish for North America, talked about the challenges throughout the collision repair industry brought on by the economic downturn. He outlined the strategies PPG is developing to improve profitability for both shops and suppliers.

“Your success is our success,” he said. “By focusing on the needs of collision repair shops to be profitable we as your supplier will become a true partner. Our goal is not just to sell product, but to improve your business.”

The conference agenda was planned specifically to help attendees shape their collision centres’ business plans to deal effectively with today’s business realities while leveraging tomorrow’s opportunities.

This North American PPG conference was well at-tended by top Canadian collision repair centres. “PPG’s

Supreme Collision Centre’s Marty

Reddick, Concours Collision Centres’

Ken Friesen; PPG’s Norm Angrove;

Collision Repair magazine’s Darryl

Simmons; PPG’s Greg Benckart and

Sunshine Auto Body’s Mike Srigley.

Cathy Strong; Assured Automotive’s Des D’Silva; PPG’s Nancy Ng and Lianne

Perissinotti; Concordia CARSTAR Collision’s Don Strong and Gillian D’Silva.

marty (left) and chris reddick (right) of

supreme collision centre.


feAtures

commitment to assisting collision repair facilities on many fronts is obvious from the quality of speakers with respect to development of people to operational efficiency and continuous improvement ideas—a great conference of value,” said Sharon Wells, general manager of the Collision Clinic in St. John’s, Newfoundland.

The theme Beyond Tomorrow was further devel-oped by keynote speaker Cam Marston, one of the leading experts in generational management. He explained how to bring out the best from the em-ployees. The fact that four distinct generations are now working side by side in the workplace—with each possessing differing values and seemingly in-compatible views on leadership—makes effective management of this generational divide vital to a col-lision centre’s success.

Another topic discussed was the changing landscape of the collision repair industry. According to Githesh Ramamurthy, chairman and CEO of CCC Informa-tion. He said the number of shops per insurer DRP has decreased and the number of shops with multiple DRPs is increasing.

“If you’re handling more DRPs per shop, and each

insurer is different, it will introduce a complexity in how you do business.”

Going forward, Ramamurthy sees four specific trends: impact of networks, self-management, next-generation claims management and convergence.

“Ten years ago the work came in as a result of re-lationships with insurers and customers. Today we are looking at performance determined by raw data. Information about the claim is soon going to be as important as the claim itself.”

He believes cycle time is dropping and there are many opportunities for collaboration among in-surers, repairers, suppliers and data providers.

Along with Marston’s and Ramamurthy’s key-note presentations, the three-day conference offered management training, breakout seminars and peer-to-peer discussion groups.

“The substance of the conference was planned to make a positive difference for every attendee,” added Norm Angrove, senior manager, PPG Value-Added Programs. “We addressed a host of critical issues in practical, relevant ways that allow our customers to reach the next level of success.”

So many Canadians made the trip to sunny San Diego we rivaled the Americans in numbers.

the conference’s major speeches kept audiences enthralled during the two days.

Ken friesen gets some booth tips from

tim hoyt of global finishing solutions.

cam marston giving a keynote address

on the four-generation workplace.

ppg’s charlie bathurst (left) and grand

touring collision’s robert minardi (right).


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3M purple abrasives are 3M’s best performing class of abra-sives. power packed with 3M innovation, these discs sand faster to improve technician productivity and reduce cycle time. The consistent finish re-sults in higher-quality repairs, reducing re-work. Their long life span can also reduce ma-terial consumption. The reusable 3M Hookit attachment system allows technicians to util-ize the entire life of the disc, resulting in less shop waste. Dent Repair and Paint RemovalE-weight backing and unique pre-mium mineral blend make these products extremely durable. Open coat resists loading when sanding fresh body filler. products are available in no-hole or dust free con-figurations to maximize productivity. Featheredging and Primer SandingCombination of the premium materials with 3M manufactur-ing quality results in one of the most cost-effective abrasives on the market. Designed for fast cut and consistent finish. Clean sanding configuration provides even longer life due to less loading with or without dust extraction. Paint Preparation and Paint FinishingHigh-performance Aluminum Oxide: cuts fast, lasts long, resists loading and leaves a consistent finish. use for scuff sanding before painting. use to remove runs, dust nibs and excess orange peel from top-coat finishes.

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Mirka Abrasives, the NET sanding innovators, have now added a new high performance paper product to their extensive product line-up in Canada.

Mirka’s new Q-Silver is sure to satisfy collision repair shops looking for a fast cut without sacrificing the quality of their finish or the dur-ability of the abrasives they use.

The quick cutting action of the Q-Silver disc is derived from the “blue fired” treated grain, which, along with Mirka’s special zinc stear-ate coating, ensures that the discs are long lasting. Mirka’s Q-Silver discs are manufactured in one of the most modern facilities in the world ensuring the smooth and consistent scratch pattern necessary for today’s water base coatings.

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profiles in excellence


It’s all about having a strong foundation for O’Regan’s Rick Dey.

One of the virtues of the collision repair in-dustry is that it’s still possible to work your way up from the bottom. Men and women can start as apprentices on the shop floor,

become a journey person and, after years of hard work, find themselves at the top of the operation.

The story—the triumph of collision repair—is epitomized by O’Regan’s Collision Centres’ director of operations Rick Dey.

“Rick’s story is truly one of personal growth,” said O’Regan’s vice president of fixed operations Colin Silliker, who was responsible for promoting Dey to his current position.

“With a foundation of personal integrity, Rick has built a leadership style [by] incorporating excellent communication skills with his exceptional ability to coach and develop employees. It is this leadership we are most appreciative of at O’Regan’s.”

Entering the collision repair industry 23 years ago as a metal technician, Dey never anticipated achieving as much as he has. Within about three years of working as a technician at O’Regan’s, he was promoted to estimator. Not too long after that he became the assistant manager, which led to the

natural progression to manager. About a year later in 2002 he expanded his hori-

zons and became the director of collision operations for O’Regan’s, overseeing collision centres in Halifax, Bridgewater and the flagship Dartmouth location. All together, shops under Dey’s leadership bring in about $8 million annually, $5 million of which is from re-pairs at the Dartmouth location.

With three collision centres under his care and the responsibility of maintaining O’Regan’s highest grossing facility, Dey is a master delegator, entrusting the managers at each of the collision centres to con-stantly communicate and develop staff.

Dey does his part by ensuring that he does the same with his managers. When challenges arise, they work together as a team to fix the problems or search for a new solution.

S.E. O’Regan started work at Parrsboro Motors as a mechanic in 1915. He eventually bought the op-eration, which included Ford and later Chysler and Chevrolet Oldsmobile dealerships in the Parrsboro, Nova Scotia area. His sons, Paul and Stephen grew up and worked in the business until S.E. closed the shop and retired in 1956.

Above: rick dey at o’regan’s flagship collision centre in dartmouth, nova scotia. rick and his staff generate about $5 million annually at this location alone.

From theBy Megan Ng

By Megan Ng

GrouND uP


profiles in excellence

The modern-day O’Regan’s got its start in 1974 when Paul rented a gas station in Dartmouth, Nova Scotia to start selling and leasing used cars. It was humble times at first, but within a little over ten years Paul—now joined once again by his brother Stephen—was begin-ning to acquire new franchises.

Year after year, the O’Regans marked their name in a new territory and today they are an award-winning third-generation company. With national recognition and television commercial spots, the O’Regans have not let their achievements overshadow the values on which S.E. O’Regan built the business.

“The O’Regans are a very special family,” Dey said. “They are humble and reserved. The way it is run by Sean and Patrick [O’Regan] goes back to the owner-ship under S.E. O’Regan,” Dey said.

“Having a family core is of main importance and they have transitioned those values to the business.” You can see those values in how they treat their staff.

They offer an attractive employee assistance program with a 50 per cent return on staff ’s RRSP investments and first-class medical coverage.

There’s also a strong theme of social responsibility at play at O’Regan’s. When they took over a Home Depot building to house four of their dealerships, they reused 90 per cent of the materials from the original building. In June 2008, the Eco-Efficiency Centre gave them the Award for Excellence in Busi-ness in recognition of those efforts.

Similarly, on Dey’s side of operations, O’Regan’s was one of the first facilities to fully convert to waterborne paint—long before the Environment Canada deadline to prohibit solvent-based paint.

About five years ago, the company marketed itself with the slogan “driving higher standards.” It could just as well be the slogan for Dey’s management style. He’s developed a reputation for his commitment to staying on top of trends and maintaining the latest and greatest practices.

When hybrid vehicles started becoming main-stream a few years ago, Dey personally organized and ran training sessions for staff to attend. When staff members are promoted, Dey assists in mapping skill paths and mentoring them.

Upper management is so confident in Dey’s judg-ment and capabilities that they trust him to hand pick staff training courses from OEM suppliers and I-CAR, never applying any budget limits.

“What made Rick successful and respected by his peers is mainly his strong desire to learn,” said Jean-Guy Rosa, regional manager of PPG Canada Inc.

“He is not afraid of asking others about how they approach challenges, and above all he shares his knowledge with his team members to help them de-velop their skills.”

Dey exercises the same attention to detail with his customers as he does with staff. O’Regan’s gives an on-going customer satisfaction survey to each customer two weeks after the completion of their work order. About 50 of the surveys are returned each week; Dey reads every one.

“When they’ve had a challenge, I react for them—whether it may be a manager issue or a production inquiry.” With numerous customer surveys sent out by businesses each year, Dey understands the most important action is putting the data to use.

“Rick has a very enthusiastic and positive ‘can do’ at-titude to everything,” said O’Regan’s president and CEO Sean O’Regan. “He’s always available to help out, putting in the extra time. He genuinely makes people feel like he’s interested. He absolutely embodies the core values our family tries to demonstrate in our business.”

With the onset of the recession casting a gloomy prospect for many businesses and employers, Dey and the staff had the foresight to remember how the company was built from the ground up, based simply on dedication, hard work and integrity. As a result, 2009—expected to be a year of slow sales—turned out to be the company’s best yet.

“We’ve got significant market share because we focus on serving our customers from within,” Dey said. “Even though we’re a large company, [about 650 employees] we run like a small company based on customers and honesty,” Dey said.

“For a facility that’s as large as we are, you can be easily overwhelmed when trying to improve and retain quality. You just have to remember that it’s always going to be about getting back to the basics.” CRm

rick dey and the staff he considers a second family at o’regan’s collision centre in dartmouth, ns.

what made Rick successFul and Respected by his peeRs is mainly his stRong desiRe to leaRn.

O’REGAN’SSNAPSHOT

StaffTechnicians: 14Painters: 7Preppers: 9Detailers: 2Estimators: 4Parts people: 2 Licensed mechanic (headquarters): 1Porter: 1Receptionists: 2Production Coordinators: 2Managers: 3Director: 1

SyStemSPaint: PPG EnvirobaseFrame: Wedge Clamp (12)Measuring: Wedge ClampEstimating: Wedge Clamp (4)Management System: DIS

o’regan’S colliSion centre Dartmouth441 Windmill Road Dartmouth, NS B3A 1J9(902) 461-8433

o’regan’S colliSion centre BriDgewater203 North Street Bridgewater, NS B4V 2V7 (902) 541-1013

o’regan’S colliSion centre halifaX2477 Robie Street Halifax, NS B3K 4N2 (902) 420-8433


women of the industry

successApprAising

It doesn’t take an appraiser to see Anita Zeitler knows her business. By Joe Rayment

Anita Zeitler is the type of success story you used to read about. Today, she’s a successful manager at Crawford Ap-praisal Management, helping handle a

network of independent appraisers that runs from coast to coast. But she began in the industry—not so long ago—working reception at a collision centre in Cambridge, Ontario. Through some diligence and hard work, she worked her way up to office manager, which is where she got her first taste of appraising.

“Unfortunately there isn’t a lot of formal training available for those who are interested in appraising,” Zeitler said. “There have been improvements over the years, but the need is still there.” She learned by being a part of the process at many different levels. She also feels that she’s been very fortunate to have worked with a variety of people that had very strong business acumen in the collision repair industry.

“You need to be pairing yourself up with the best in the business, essentially,” she said.

Zeitler earned a respectable reputation working on the front lines in Cambridge and later at a collision centre in Waterloo. So when Crawford’s Mike Lehman was looking for an assistant manager to help manage operations, Zeitler was a natural candidate.

“I liked what they had to say,” Zeitler said. “And I guess they liked what I had to say, so I joined Crawford.”

Crawford acts as a link between insurance compa-nies and appraisers. A claim will come in to Crawford from one of the insurance companies, which they will then dispatch to one of the approximately 220 inde-pendent appraisers in Crawford’s network.

A client can assign an appraisal request using Crawford Appraisal’s centralized dispatch unit, which operates in staggered shifts that cover time zones throughout Canada and the US. The appraiser is re-sponsible for confirming that they received the claim. From there, the appraiser contacts the insured and carries on with the process of preparing the estimate. Barring any complications or delays—which Crawford

monitors closely on both a short- and long-term basis—the completed file is then submitted by the ap-praiser and is subject to quality control audits on the back end before the file is closed.

“quality is just another component or extension of customer service. Without it, you have nothing,” Zeitler said. “Which is why Crawford Appraisal Management is always seeking new ways to capture quality measures.”

Since Zeitler began at the company, there’s been a huge push on customer service. “2010 is now year of the customer at Crawford and Company,” she said.

It’s good for creating a positive work environment, but it’s also good for business overall.

“I think that sales-driven companies will always be worried about sales,” Zeitler said. “But if you have a customer service company, you’ll never have to worry about your sales.”

Zeitler takes care of a lot of the day-to-day opera-tions at her office, which means her day varies widely depending on what projects they’re working and what issues come up in the course of regular business. One of the more pleasant aspects of her job, however, is supporting growth in the office staff.

Crawford itself is supportive on this front—they offer progression planning for staff and opportu-nities for additional education for those who are interested. “Our HR is always available for anyone who wants to better themselves and increase their education or move within the industry”—opening similar opportunities for growth to the ones Zeitler followed herself.

“I always want to see people succeed. A lot of our staff out here are women, and to see them grow and better themselves—in a technically male-dominated industry—is great to me.” CRM

women’s industry network (win) is a not-for-profit orga-nization dedicated to encouraging, devel-oping and cultivating opportunities to attract women to collision re-pair while recognizing excellence, promoting leadership, and foster-ing a network among the women who are shaping the industry.Collision Repair magazine is pleased to announce that Anita Zeitler and every woman profiled in our women of the industry section will receive a membership to win.

Just contact any one of these multi CARSTAR store operators and find out what it’s like to be part of team CARSTAR.

We’re the leader in collision repair. We’ve got great programs and systems to assist you in running your business.

We’re great to work with but don’t take our word for it, just ask them. They’ll be happy to give you the straight goods.

If you’d like more information on becoming a CARSTAR franchisee, call us at 1-800-701-9452 ext 289

or email us at [email protected]

HOW GREAT IS IT TO BE A CARSTAR FRANCHISEE? JUST ASK ONE.

Chris, Calgary @ 403.250.7576

Frank, Downsview, Brampton @ 416.633.5652

Lorenzo, Oakville @ 905.847.2595

Scott, Oshawa @ 905.576.1800

Peter, Brantford, Cambridge, Orangeville @ 519.753.8957

Mike, Burlington @ 905.634.2321

Tony, Hamilton @ 905.549.4602

Gianna, Sudbury @ 705.522.5600

Peter, Belleville, Trenton @ 613.392.3557

Ezra, Summerside @ 902.436.2603

Adam, Burlington @ 905.637.5834

Kevin, Belleville, Trenton @ 613.968.1484

Tony, Sudbury @ 705.673.7709

Ian, Mississauga, Georgetown, St. Catharines, @ 905.817.0501

Johnny, Edmonton @ 780.439.0193

Skye, Winnipeg @ 204.633.0035

Arnold, Perth, Brockville @ 613.345.5151


features

By Darryl Simmons

Sherwin-Williams’s loyalty program gets 200+ repairers out of the cold.

When the good folks at Sherwin-Williams say they’re going wa-terborne, they take it literally! More than 200 of their customers from across the country took advantage of the company’s loy-alty program to escape the Canadian winter and bask in the

Western Caribbean sun on a full-fledged luxury cruise.As soon as the Crown Princess left the Fort Lauderdale pier the fun and frolic

started. And it didn’t stop until the ship docked seven days later.From formal nights and beach parties to gourmet dining and planned activi-

ties, this was the third bi-annual cruise rewarding Sherwin-Williams customers. With many being repeat passengers there was plenty of time and opportunity to reconnect and reminisce. For newcomers, there was always a welcome smile close by with the seemingly ever-present Sherwin-Williams name badge.

Ports of call included Roatan-Honduras, Cozumel, Mexico and the Princess Cays Bahamas. But the most impressive had to be the Grand Cayman islands.

The Sherwin-Williams’s Beach Party will rival as one of the best bashes in the islands history—Angela Baillie planned a party extraor-dinaire. Seven Mile beach will never be the same after the invasion of the

happiest and most relaxed group of 300 or so Canadian collision repair pros ever assembled. Volleyball and sun, island food and surf…and the oc-

casional array of vacation drinks.Golfing, snorkeling, scuba diving, island tours, shopping or just relaxing

were all on the itinerary. And the time spent sailing on the Crown Princess of-fered personal gourmet dining, Broadway-style shows, night clubs, sports bar, movies, several pools and a casino.

The next cruise is taking a different course, all the way to Europe. If the positive passenger response was any indication of future demand, there’ll be a whole bunch of happy collision repairers across the pond in 2012!


features

Juliano Iafrate of fix auto Burlington east enjoying the weather.

Left: sherwin-Williams’s Darryll O’Keefe and his spouse Joanna. right: Pat and Wendy McBride of McBride auto Ltd.

above: Patrick and Gail schaffner of fix auto London North. right: President of fix auto Ontario, alberta and atlantic Canada steve Leal and Christine Marcelino.

David and Jacqueline Miller of H&r Collision and Glass abbotsford, BC.

alain Desbiens of fix Cap de la Madeleine with his spouse Manon Morand and her parents.

Louise Goulet from Lussier Pontiac Buick.

there was more than a little beach-time fun for passengers to enjoy.

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features

Grant and renee sicotte of Marion autobody and Glass Ltd.

from left: James and terri-Lyne Douglas of fix thunderbay, robert and elizabeth Prest of fix auto Niagara falls.

top: alexandra Pelletier, renée-Claude soucy, andre Pelletier and Marc-andré Pelletier. above: Dawn and Kenneth Weigland of shoppers auto refinishers in edmonton, aB.

top: Ben and Kristen alleckna of renescent Collision-abbotsford.Bottom: Marilyn and David Dew of Direct Dent autobody in Watford, ON.

above: George and randa Msheil of Maaco Mississauga Hawkestone.Left: sherwin-Williams automotive finishes’ thayne and Cheryl Christensen.


features

Cam and Leslie srigley of Vernon star.

above: sam scarpelli of exclusive Collision with sons Marco and Mario. top-right: Luc fillion and Caroline Wattie of fix auto Quebec Corp. right: rajesh and Nirbhi Jain of Maaco Brampton.

Pierre Jacques and sylvette savaria of P Jacques Inc; francois Beaudon and Johanne Deschenes of fix auto-Boucherville; Donald and Gyslaine Deziel of fix auto-Louiseville; and, in the centre, sherwin Williams’s sylvian Lamoureux and his wife Lyne.

alain Dumont and Jocelyne Dumont of service auto H-D.

top: ron and teresa Mellson of Cowichan Collision. above: Mark and Kathyrn Giles of Giles Carstar.

above-left: anne and rob Bromley of Bromley automotive in Hawkestone, ON. above-right: sami and Lody Khairallah of Care auto Body. Left: Darryl simmons, Collision Repair magazine and his wife Nancy. right: Bob Leibel, director of sales and operations for sherwin-Williams Canada and his wife Deanne.

Left: sherwin-Williams’s Bob Leibel addressing guests. right: thomas Hablitzel, president and general manager of sherwin-Williams automotive finishes and his wife Jan.

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Sunny with a ChanCe oF ColliSionrepair

How Fix Auto’s savvy Weather Network campaign had Canadians showering the group with attention. By J.C. Wen

Canadians have a special relationship with the weather. It varies widely from month to month, driving a compulsion to check on reports con-stantly. In spite of this, at the beginning of the winter every Canadian simultaneously forgets how to drive even though it’s the 20th, 30th or

40th time they’ve encountered the season it in their driving careers.Which is probably why it’d be a pretty darn good idea for a collision repair

operation to place a national advertising campaign on the Weather Network. Given the network’s frequency of forecast announcements, and high degree of viewership, it’s a treasure trove for quick plugs and exposing a brand. And that’s exactly what Fix Auto did.

Back in January, Fix Auto launched its national ad campaign on the Weather Network and MétéoMédia in quebec. The advertisements, which featured a 30 second Fix Auto commercial, appeared after the long-range forecast on 72 oc-casions a week. At the end of each spot was a personalized tag of the Fix Auto locations nearest to the viewers.

“As a national network, it was important for us to choose a marketing approach that benefited all our franchisees across the country,” said Sylvia Roccia, marketing communications manager for Fix Auto Ontario, Alberta and Atlantic Canada. “With 6 million Canadians tuning into the Weather Network each week, the source of media is reputable, recognized and watched coast to coast. It allowed us to promote the Fix Auto brand nationally, but at the same time allow our franchisees to be recognized locally through local tags shown at the end of each spot.”

When the ads run, the results are almost imme-diate, and they generate a lot of public interest in the collision repair network.

“Franchisees have told me that they had customers walk in just from seeing the ads,” Roccia said. “We’ve also seen an increase of web traffic on our website.”

Months after the campaign, Roccia can still point out the lasting effect it has brought. “Even if [clients] don’t need our services at the time of viewing the ad, by

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Stay tuned to collisionrepairmag.com for the latest news in collision repair.

fix Auto’s national ad campaign on météomédia in quebec. the ad also appears on the weather network.


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providing brand awareness we hope that in a few months from now they’ll remember the Fix Auto name from the advertisements they have seen.”

Although the Fix Auto network is the largest in Canada, with 175 locations found throughout the country, it faces the challenge of creating an enduring impression on consumers’ minds. The biggest hurdle may be the nature of the collision repair business itself.

Fix Auto Guelph manager Lance knight can certainly attest to that.

“The problem with our business is that nobody anticipates an accident,” knight said. “So it’s very difficult to advertise for.”

In terms of a large-scale ad cam-paign that runs on a national level, knight believes it provides a solid op-portunity for consumers to choose the Fix Auto brand repair facilities.

“When somebody thinks of pop they think of Coke, and the whole idea of this was when you have a car accident you think of Fix Auto,” knight said.

As for placing the ads on the Weather Network, he agrees it was a smart move. In fact, he is an avid weather watcher himself, turning to the channel every morning before heading to work.

But why stop there? Repetition, he finds, is a vital step in successful branding.

“I’d like to see it done again, ac-tually,” knight said. “I think it’s something that needs to be done over and over again to build the brand and

get the name out there.”Though the Fix Auto name was

never an obscure one, this form of marketing strategy further promoted the network’s brand in the industry.

After airing the Weather Network ads, Fix Auto’s maritime shop in PEI received a few phone calls from in-dependent shops wanting to come onboard as franchisees.

“Six months ago, I was the only Fix Auto shop in Atlantic Canada,” said supervisor Paul Weeks, who’s spoken to various shops owners from across Atlantic Canada wishing to become a part of Fix Auto.

As a member of the advisor y board for Fix Auto Atlantic Canada, Weeks noted that he’d never heard any unfavourable feedback from the franchisees.

“Any franchisees I talk to from wherever—they’re quite pleased with the coverage they’ve received,” Weeks said. “I didn’t hear anything negative from it.”

Like the rest, he felt the campaign had delivered a huge bang for Fix Auto’s buck. Everything went ac-cording to plan.

But now the bar is set for the years to come. Fix Auto was able to have the country watching the weather with them during the cold winter snaps, and that was no small feat.

For their next move, Fix Auto’s marketing teams are already con-sidering other forms of national campaigns to come out in the near future. So, stay tuned. CRm

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BoNDiNG

Some tips from the experts on the potential of weld-bonding.By Ed StaquetSenior technical support manager for LORD Corporation

Above: A lord representative demonstrating part of the weld bonding process.

Today, technicians are better able to return a car to pre-accident condition than ever before. This advancement is largely due to

the acceptance of the use of weld-bond-ing—a method of joining metals together that involves Squeeze-Type Resistance Spot Welding (STRSW) used in conjunction/combination with a structural adhesive. It can improve strength and stiffness, provide additional fixturing capabilities, allow for fewer welds, improve fatigue and impact resistance as well as cycle time. It can even increase corrosion protection and NVH (noise, vibration and harshness) control properties.

With weld-bonding, vehicles can be repaired to an undetectable factory appear-ance while still maintaining the original structural integrity.

The popularity of weld-bonding as an effi-cient method for joining secondary exterior auto body panels is rising in response to the increase in complexity of automotive metals. OEMs are progressively utilizing different materials in the construction of automobiles to promote safety, eliminate excessive ve-hicle weight and enable better styling. Some metals, such as aluminum, laminated steel and advanced high-strength steels, may be difficult—if not impossible—to weld using conventional techniques. Therefore, the use of adhesives has become a recognized industry standard for joining similar and dissimilar metals, whether used alone, with rivets or in conjunction with compression welds.

For more than 25 years, the North Amer-ican automotive collision repair market has used MIG welding (gas metal arc welding) as an accepted industry procedure. Com-pared to MIG welding, metal adhesives offer

collision repair technicians a multitude of ad-vantages such as corrosion protection, NVH reduction, elimination of welding damage and moisture barrier and workshop efficien-cies. Some metal bonding adhesives stop the rusting process with phosphating agents. Unlike welding that concentrates stress at specific points, certain metal bonding ad-hesives uniformly distribute stress, which makes the repair area stronger and quieter. A substantial benefit of bonding is the reduc-tion of MIG welding damage due to panel warpage, glass burn and interior burns.

Although Europe has long utilized STRSW, it has not been widely accepted here because of the high level of voltage required. In North America, a 200-volt/single phase service is typically available to a body shop. In Europe, 400 volts and higher is available, which enables the use of high-powered compression resistance welding equipment. Necessity being the mother of invention, welder manufacturers have made tremendous progress by devel-oping alternative cutting-edge equipment that works well within the North Amer-ican electrical system. These systems are gradually becoming more popular with the automotive OEMs.

weld-bondingAny automotive part (structural and/or non-structural) originally welded or weld-bonded by the manufacturer with adhesives and/or sealers can be repaired using weld-bonding. STRSW welders are often used with advanced steels as there is minimal heat effect damage compared to MIG welding. Since higher strength steels are typically heat-sensitive, technicians use resistance spot-welding to match to the OEM weld appearance without

ed staQuet, senior techni-cal support manager for lord corporation, has worked in the body shop industry for more than 40 years. he managed a body shop before joining lord in 1992. A member of the i-cAr hall of fame, staquet is well-known in the industry for his training expertise and is a long-term trainer for i-cAr. further, staquet has recently finished his second three-year term on the i-cAr international board of directors.

exPerieNce


feAtures

sacrificing integrity to the welded high-strength metals. There are different types of STRSW equip-ment that can be used for weld-bonding. The most common are transformer and inverter compression welders. Transformer welders change AC power to DC current to obtain higher amperage, and inverter welders change the wave pattern from a sine wave to a square wave. The inverter welder is usually a better choice because it provides a high-powered weld in a very short time, which minimizes the heat-affect zone on the adhesive and metal and results in nearly undetectable repairs.

Although MIG weld-bonding can be utilized in col-lision repair, the procedure may seem cumbersome. In a MIG weld-bonding scenario, the technician ap-plies adhesive to the bond locations of the part, but skips areas in which a MIG weld would be placed. Like STRSW weld-bonding, MIG weld-bonding of-fers corrosion protection in the bond areas and NVH

advantages. However, issues such as the increased heat effect and longer repair times make STRSW weld-bonding a better choice. When choosing be-tween MIG and STRSW for weld-bonding, consider the joint design of the part and the available equip-ment. Although STRSW has been proven to work well with weld bonding, not all metal joints allow for STRSW gun access. In addition, the number of shops equipped with the latest in STRSW equipment is still low because the welders are typically pricey and shop electrical upgrades are routinely required.

Before implementing weld bonding into practice, a shop must consider these factors. First, the shop must be electrically equipped to handle resistance welders. Inverter welders will require more shop power. There must be a dedicated circuit with a minimum of 60 amps, three phase and 208/220-volt service to handle most resistance welding equipment. The welder should be UL/CSA-approved and conform to the local elec-trical code. After obtaining a welder, remember voltage drop can cause welder performance problems.

the future Weld-bonding has taken the automotive aftermarket to the next level. As more vehicles are built in the fac-tory with weld-bonded joint designs, the collision industry must embrace weld-bonding to repair vehi-cles in the manner in which they were manufactured. Technicians have pride in what they do and they now have the ability to rebuild cars using inverter STRSW welders and OEM-approved structural adhesives. CRm

metal bonding has gained popularity over the years as a viable and efficient method for joining secondary exterior auto body panels. but it’s important to understand the do’s and don’ts.

some do’s and don’t from loRd:

do’suse lord fusor metal bonding Adhesives on secondary, non-•structural body panels, such as roof panels, quarter panels, rear body panels, patch panels and door skins.use lord fusor metal bonding Adhesives in structural areas in •conjunction with rivets or compression welding, as recommended by the oem.grind the mating surface of the new panel and the original flanges •of the joining panel (not greater than 1-inch [25.4 mm]). the metal should be shiny in appearance. if the metal has a pewter ap-pearance, then the galvanized coating has not been completely removed. be careful not to damage the corners or thin the metal. on door skins, the e-coat of the new door panel can be simply scuffed along the bonding areas.pre-bevel to <10 degrees of the outer side of the section joint •edge of the new panel to allow for a smooth transition into the adjoining panel. properly level the lord fusor Adhesive cartridge and purge the •mixer tip to guarantee an exact, engineered product mix.mate the panels, fit securely, and clamp tightly and uniformly. cure •the adhesive.Apply fiber-filled body filler to the section joint. then sand, block, •prime and paint per the paint manufacturer’s recommendations.

don’tsdon’t attempt to force misaligned body panels to bond together. •stress in the body fit-up may compromise the bond.don’t apply lord fusor Adhesive on top of rust, paint, primer, •e-coat, or galvanized surfaces. it is recommended that the adhesive be applied to a shiny surface that has been prepared using 36-to-50 grit grinding/sanding discs.don’t attempt to hand mix the adhesive—it’s not designed to be •handled that way. the adhesive will perform as expected when the cartridge and mixing tip are leveled and purged as instructed.don’t separate a bonded panel unless it’s intended to be removed. •the separation of a bonded panel causes irregular air pockets in the bond-line, which may diminish cure or strength characteristics. for repositioning purposes, slide the panel slightly sideways or up and down to attain the desired fit.

weld-bonding has taken the automotive aFteRmaRket to the next level.


feAtures

Banner YearMAAco’s

Maaco is taking on new tactics to spread its facilities across Canada.By Megan Ng

On April 17, Maaco hosted the grand opening of their first Canadian “conver-sion” franchise in Niagara Falls at Brock Ford. This conversion is the first of what

Maaco hopes to be of many in Canada.Converting existing facilities instead of building

new ones in Canada is a shift for Maaco. It’s all part of their larger strategy to help them maintain growth in the uncertainty of today’s economy.

“With what was happening with the real estate boom in development, it was becoming very dif-ficult to find correctly zoned industrial real estate to occupy—which is what we needed for our fran-chises,” said Bob Mauro, director of marketing for Maaco Systems Canada Inc.

“In the insurance-driven collision repair world, there were also downturns. Disenfranchised dealer-based collision shops and some of the free-standing collision shops were de-listed and left without a di-rection. Also the exit plan for a lot of independents was largely non-existent, so the name recognition that comes with Maaco’s bannering program became a win-win situation for both of us.”

As Maaco laid the groundwork, they realized a few things at play in some dealer-based repair shops: often there was little to no training taking place and little to no centralized buying power. Maaco stepped in to offer just that. In return, the facilities provided Maaco an outlet to continue expansion across North America.

“What was supposed to be a niche turned out to be a need. Interest has expanded exponentially,” Mauro said. “Bannering will continue to be a part of our portfolio from here on out.’’

For a facility to sign on as a Maaco banner shop it must first be willing to adhere to their business model. “We have a system for everything,” Mauro said. “System is the key word. Shops have to be pre-pared for an immersion of training. There is one month of intensive training at our Milton head of-fice and three weeks of site training.”

Above: cutting the ribbon at maaco’s new brock ford location. from left: John Kerr, fleet service manager, fmc; ron gauthier rom, parts and service, fmc; John dill, brock ford; rob nicholson, federal Justice minister and Attorney general; Keith dill, dealer principal; gary dohring, president of maaco systems canada inc.top-left: Kim craitor and Keith dill.lower-left: bob mauro, director of marketing of maaco and chris palanek, general service manager at brock ford.

Having already established solid brand recognition in the North American market, Maaco expanded on that in the Canadian market in January 2010 through its partnership with Aeroplan. Customers can now earn one Aeroplan Mile with every $2 spent at Maaco.

Aeroplan, which began as a strategic relationship with Air Canada, sought out a partnership with Maaco as an opportunity to re-invent itself. Both parties saw it as a chance to complement their existing services.

“We see this [partnership] as another point of dif-ferentiation for us,” Mauro said.

As for other ongoing projects, Maaco is in the pro-cess of rebuilding its quebec base. It’s one of the areas in Canada where the company feels it hasn’t achieved its desired level of brand awareness. Taking into con-sideration the culture and market infrastructure of quebec, they are currently discussing plans to re-structure their marketing strategy.

With new strategies taking off for the year, Mauro is confident. “These initiatives will give us a stronger hold on the market than we’ve ever had [in] the past.” CRm


features

training is your future.The fuTure is here.

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more than ever is demanding the most up-

to-date training for its respective businesses

to gain a competitive advantage. Collision Repair has

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The industry never stops. Visit these sites every day for the latest news.www.collisionrepairmag.comwww.canadianautorecycler.cawww.waterworx.netwww.bodyworx.comwww.collisionrepairmag.com/training/directory

magazine

Keep an eye out in our July issue for our new Training Map of training dates across canada.

Canada’s comprehensive one-stop-shop guide to collision repair training.


features

Until our first edition of the Training Directory there was no single source or guide for people to plan their training and help develop career paths.

Repairers, journey persons and the insurance industry will be able to map out the career paths that are quickly becoming necessary in a business faced with constant advancements in mate-rials, technology and legislation.

The highly anticipated bilingual direc-tory will contain a list of courses offered by secondary schools and community colleges, provincial apprenticeship pro-grams and manufacturer training.

Also included will be a list of courses provided by the Automotive Industries Association of Canada (AIA) and key businesses of the industry.

Our featured articles will include local success stories, green training, step-by-step guides to getting where you want to be in the industry and exciting content developed from numerous consultants and key stakeholders in the industry.

T h i s ye ar, we w i s h t o m a ke t h e 2010 Training Directory an informa-tive, collaborative innovation based on the industry’s needs so we can con-tinue reaching new heights in what has proven to be an exciting, vital trade to the world.

The Training Directory is a strategy that delivers ROI and supports your community. This is your industry—sup-port its growth.

For more information on how to be a part of the Training Directory and/or in-clude your organization’s training dates on our national Training Map, please contact:

megan ng Editor, Training Directory [email protected] 905-370-0101

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feAtures

Not all wastes are created equal...Here’s how to decide which is which.

By Chris Ortiz

This type of waste should be identified and removed from the process as quickly as pos-sible. Professionally speaking, I would classify the action of a technician leaving the work area as high priority waste, in both action and associated time. By definition, technicians are considered value-added because they repair automobiles, which results in profit-ability for the company. Therefore, their time must be focused and directed toward the work taking place in their areas. Walking around, searching for tools, parts, supervisors, documentation, standards, supplies, or any other item, is high-priority waste, and has an immediate, negative impact on the shop floor creating bottlenecks, as well as animosity between technicians.

Additionally, technicians who need to leave their work areas may lose focus and could, possibly, commit quality errors. To illustrate this point, let’s take a look at the way a dentist operates. Each dentist has an assistant who hands him/her the tools and attends to the patient’s physical comforts. This allows the dentist to focus solely on the patient’s teeth and the important work he/she is performing. All the necessary tools and sup-plies are placed on a nearby tray, within easy reach of both the dentist and the assistant. The dentist and the assistant have no need to leave the patient to retrieve tools or other necessary items. In fact, leaving the patient during an important procedure would not be optimal performance, or adequate patient care. Similarly, when technicians leave their workstations, they are producing high-priority waste, which can have negative effects on the process, the product, and the company.

Medium-priority waste is generally associated with waste that occurs while the techni-cians are within their work area. Technicians are often required to remove parts from the original packaging that came from the suppliers. Removal of foam, shrink wrap, tape, bags and boxes can consume valuable repair time and also requires that garbage cans or recycling bins exist in the repair area. In regard to the eight wastes, this would be con-sidered “over processing.” Removing packing material should be performed in the parts room unless the parts need to be protected from damage.

Lack of timely information or insufficient communication can also cause unnecessary wait times. Technicians must have appropriate methods and signals to communicate their need when they are trying to locate an office staff member. Without adequate ways to communicate, they may opt to leave their work area, which would place them in the high-priority waste category. Technicians who are not able to communicate their needs may continue to work without answers to their questions or necessary supplies, and this type of waste will continue until the appropriate person happens to stop by their work area. In some cases, technicians may even need to stop working and simply wait until someone comes by to address their need.

The movement of the cars in the repair processes is a non-value-added act and an ex-ample of wasted motion. However, this movement is nearly impossible to remove from the repair process. Some manufacturing companies have implemented continuously

Priority Planning

An excerpt from Kaizen Assembly’s Lean Auto Body.

medium-priority waste

low-priority waste

high-priority waste


feAtures

moving assembly lines, where the operator walks as they install the parts. I do not rec-ommend this, and believe it is not conducive to good quality and safety. To illustrate this, I will provide an example of what occurs when a line moves, although I am not advocating this type of process.

A manufacturer of vinyl windows attempted a moving line in one of their high-volume plants, where they operated approximately 22 manual and automated assembly lines. Some lines had conveyor belts, which were operated by the worker at the start of the process. He would finish his work on a window, place the window on the conveyor, and press the foot pedal to move the belt. The product moved and operators on the line were forced to move with it while performing assembly, regard-less of where they were in their own assembly process. This reminded me of an old I Love Lucy show, where Ethel and Lucy were putting chocolate candies into boxes and couldn’t keep up with the pace.

An analysis of internal and external quality data at the window company revealed a significant amount of missing parts in the windows that flowed on the conveyor belts. Even more telling, the parts that were most often missing were those that had to be in-stalled. Since installing required time, the operators simply skipped that step; no time to do it. I also observed many operators lying on the moving conveyor belt, attempting to install parts without regard for personal safety.

This story clearly illustrates that some waste is nearly impossible to eliminate 100 per cent and that attempting to do so is neither expected, nor desired. Your focus should be on reducing high- and medium-priority waste, which will be a continuous process and effort, but will result in dramatic improvements to your body repair process. CRm

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associationthRivingContinued progress at OARA’s annual convention.

The Ontario Automotive Recyclers Associa-tion (OARA) held its annual general meeting in Toronto March 26–27 and was attend-

ed by a record number of engaged auto recyclers and special invited guests.

OARA members took this opportunity to recap the past year’s events, discuss current issues and to ensure we as a group build on the positive momen-tum that has been a steady part of our association year after year.

A big reason for OARA’s constant growth stems from its leadership and board of directors who work hard all year representing its members’ best inter-ests. Our executive director, Steve Fletcher, and his staff have helped shape this association into what is largely known as one of the best in the industry. I can say this because the vendors tell me this is a “must at-tend” show for their respective companies.

It’s because the convention is more than just a meet and greet—it is a well organized and strategically

planned event. The convention welcomes our pri-mary customers from the collision repair industry as well as members from the insurance sector, gov-ernment and suppliers—all rolled into a jam packed two-day event. Another great part of the meetings

By David Gold

oArA executive director steve fletcher addressing members.


recycling

are OARA members such as Mary Poirier from Valley Automotive, who reach out to fellow auto recyclers and present their own seminars to pass on first-hand words of wisdom.

The invited guests serve many purposes: provid-ing us with information, acknowledging what we have accomplished and, most importantly, build-ing relationships within the community.

One of the most enlightening speakers came from the collision repair industry and I can tell you that he represented the industry exception-ally well. Flavio Battilana from the Collision Solu-tions Network (CSN) addressed the audience with some very poignant words about business and life, and his message was extremely well received.

My ears perked up when Flavio spoke to recyclers from the standpoint of a “business partner.” Recyclers are “not just suppliers to collision repairers, but you are our business partners.” These comments show just how far all stakeholders in our respective industries have come and they are truly appreciated.

Flavio also spoke with conviction on how the auto recyclers are “good people with good products” and stressed the importance of the communities in which we live and their quality of life. It is very easy to see how closely the aspirations of both our industries are aligned when it comes to these im-portant human issues.

Preminder kandola from the Ontario Tire Stew-ardship (OTS) presented their program and educated recyclers on what has been happening to date with this new initiative. As he told us, auto recyclers are included as part of the 5326 collectors in the pro-gram and we make up a sizeable percentage of the tires collected. The OTS is a great step to ensuring that tires of all kinds are properly handled at the end of their useful lives and reused in other products when appropriate. Auto recyclers play a big role in this program. We should be happy to be a part of it.

Members from the Used Car Dealers Association and the Ontario Motor Vehicle Industry Council also led great discussions. It became very clear why we needed their presence at the meeting and for them to understand what we as an industry are all about.

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recycling

The ever-popular Retire Your Ride representatives were also on hand with their bubbly personalities to lighten up the meeting. Janet Taylor and Carla kearns presented this federal government program as well as the Switch Out program, which is so important for recyclers to be a part of. OARA has fostered such great working relationships with organizations such as Summerhill Impact and together we can do so much for the environment. A heart-warming moment came later in the meetings when OARA donated $125,000 to the Summerhill Impact Foundation. A portion of these funds will go toward establishing a scholarship fund for undergraduate students in the University of Waterloo’s faculty of environmental studies.

Recyclers took the opportunity to showcase the Green Parts marketing initiative, which has opened the doors for us to spread the positive message about our products to your industry and members of the public. In today’s society, branding is so important. Our industry is doing what we can to make sure that we present ourselves well to the broader public. Which works out well for everyone involved.

As you can see, our conventions are all-encom-passing and truly do help us serve your industry better. Let’s build on this success for future industry meetings and follow the example that it has set. The free-flowing communication and relationships that they foster are so valuable in furthering our cause.

The sentiment of the meeting can be summed up by Flavio’s comment: “OARA is a great organization, and it is an honour and a privilege to be your business partner.” Flavio, the feeling is mutual. CRm

David Gold is the co-owner of Standard Auto Wreckers, an auto recycling facility with locations in Toronto, Ontario and Niagara Falls, New York. He can be reached by telephone at 416-286-8686 or via e-mail at [email protected].

Above: preminder Kandola from the ontario tire stewardship program.top-centre: oArA’s steve fletcher and wally dingman accepting a token of appreciation from summerhill-impact’s mary boyer.far right: the summerhill-impact team with Collision Repair’s gloria mann.bottom-right: cross canada’s tony campbell manning the booth at the trade show.bottom-left: some of the attendees enjoying the charity casino oArA put on friday night of the convention.

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Serving the Automotive Industry for Over 45 Years Locator Upfront, an american-run auto

recycler magazine, named Standard auto Wreckers co-owner and Collision Repair columnist David Gold it’s “most Influential Overall” for 2009.

Upfront credited Gold’s pioneering contributions to the industry and knowl-edge of auto recycling for earning him this position.

In addition to running businesses on both Canadian and american soil, David Gold has managed to offer up more than his share of innovative, environmentally conscious and tech-nologically advanced solutions, which have gained him much recognition and admiration industry-wide.

DaVID GOlD NameD UpfRoNt’S mOST INFlueNTIal

By Gaby Schachter

For the first time ever, a Canadian rep-resentative led a discussion group at the International auto Recycling Con-gress (IaRC).

The event, which took place in Basel, Switzerland, played host to over 200 auto recyclers, Oem re-searchers and metal shredders from around the world.

Canadian presenter Steve Fletcher, managing director of the automotive Recyclers of Canada (aRC), d is-cussed the success of the “Retire you Ride” national retirement program, which was unique from other recy-cling programs worldwide in that auto recyclers were involved in developing most facets of the program.

Fletcher also discussed Canada’s extended Producer Responsibil ity (ePR) status as well as the mercury switch recovery program, Switch Out, and Green Parts marketing initiatives. Canadian Auto Recycler magazine got its share of attention too for its ability to educate people about the recycling industry.

Delegates also discussed euro-pean recyclable recovery targets. While Western european nations like Sweden and Germany, who have good infrastructure, are well on their way to hitting 85 per cent recovery targets by 2015, eastern european countries like Romania and Greece are having trouble reaching the 75 per cent level.

Canada currently has 83 per cent recovery. However less than half of cars go through these organized re-cycling programs.

North america, for its part, uses sal-vaged parts much more than in other parts of the world, where insurers don’t encourage them as much. The North american inventory systems are also more advanced with their ability to in-teract with other recyclers and with repairers and insurers.

attendees discussed post-shredder technologies that recover metal or plastics after the vehicle is shredded. using this technology may be a viable means of reaching 95 per cent re-coverability. However, at the moment these technologies aren’t yet commer-cially available.

a number of european delegates were shocked at the number of reg-ulations and requirements related to the auto recycling industry in North america. Before learning this, their perception was generally that North america was a kind of Wild West where no rules apply and everything is decided by the market.

In September, the International Roundtable on auto Recycling will be held in Quebec City from the 19th to 21st, hosted by aRC. This event is dif-ferent from the IaRC in that it focuses directly on auto recyclers, whereas the IaRC was about the industry overall.

CaNaDa makeS aN ImPReSSION aT THe IaRC


recycling news

The Saskatchewan auto recycling industry does its part for the environment. That isn’t in dispute.

Salvaging the usable parts from discarded vehicles then disposing of its toxic elements and the rest of its unusable parts in a safe way is definitely good for the environment. But making a profit doing it is the green part of the equation that often doesn’t add up.

That’s why Saskatchewan Government Insurance (SGI) invited auto recyclers from around the province to Regina on april 9 to learn how to put the other green back into the equation.

“The recycler with the lowest overhead wins,” said keynote speaker Jim Counts—a world-re-nowned auto recycling consultant—to the auto recyclers and SGI salvage managers gathered in Regina for the day-long meeting.

He suggested the auto recycling industry focuses too much on the small cheap parts and servicing their com-munity rather than being a sound, profitable business.

“Selling low-end parts will keep you a small busi-ness and keep your profits down,” Counts said, adding that recyclers who worry they won’t have a lug nut when someone needs it aren’t considering that those are the same people who will show up to buy things cheap when you’re going out of business.

“I object [to the idea] that a business has an ob-ligation to its community,” he said of the belief that auto recyclers must perform some kind of commu-nity service for the public. “a good business makes a profit,” Counts said.

Instead, he told the Saskatchewan recyclers to “do the math.” He suggested they take the total cost of running their business for one year —including ev-erything from taxes and salaries to utility and fuel costs—and divide that by the number of vehicles they process. That will give them their average price to pro-cess a vehicle, or their overhead per vehicle.

His lesson was to decrease the overhead per vehicle by finding efficiencies in the selling and recycling of the vehicles and not holding on to vehicles too long.

Counts said many recyclers also have too many employees, which keeps the overhead too high. He suggested that incentive pay for breaking down ve-hicles be offered to get the most of our employees and in the end increase the number of vehicles they are able to process per month.

In the end, he said his message wasn’t to make everyone change their business.

“I want you to be bigger if you want to be bigger,” he said. For the Saskatchewan auto recyclers at the meeting, the message didn’t fall on deaf ears, but there was some skepticism that his big business ideas would work in Saskatchewan.

“It’s a personal choice. Some in it want to stay small and some want to be big,” said keith kabay of all Parts automotive in Regina, who attended the meeting with his wife and business partner Susan. “When you’re in business you can’t have inefficien-cies. everyone is in it to make a living.”

FOR SaSkaTCHeWaN auTO ReCyCleRS, IT’S all aBOuT THe GReeN

world-renowned auto recycling consultant Jim counts delivering the keynote address at sgi’s recycler meeting.

However the kabay’s agreed that Counts’s mes-sage might change some things they do.

“I’ve learned to do projections doing the math,” said Susan kabay, who looks after the books. “The presentation was beneficial. But because we’re a smaller company, our overhead is low, which makes a difference. The revenue pressures are not there.”

She suggested that once they’ve taken a look at the numbers they can “make decisions as to where we need to make changes.”

“He’s really got me thinking,” she said. “It’s not falling on deaf ears, but it’s like comparing apples and oranges.”

The meeting, the 10th hosted by SGI for auto recyclers, is a way of bringing businesses and partners together to discuss the challenges and future of the industry.

“The auto recyclers are an important customer and partner of SGI, so it only makes sense for us to provide them with a way to communicate with us as a group,” said Cheryl Hoimyr, a manager with SGI Salvage in Regina. “By sharing innovative thoughts and solutions to challenges we can help make the industry in the province even stronger.”

SGI plans on hosting another event in 2011.


recycling news

By Megan Ng

lkQ is one of North america’s leading sup-pliers of alternative auto and truck repair

products. They provide recycled, remanufactured and reconditioned auto parts to the collision and me-chanical repair industries, and through its keystone division, lkQ supplies aftermarket replacement parts and paint, body and equipment products.

Their market position meant that lkQ-keystone could weather the economic recession rather well and is now moving forward with plans to build a new state-of-the-art facility in the heart of the commercial business district in Brampton, Ontario.

may 12, 2010 will mark the official grand opening of lkQ’s sixth facility in the Ontario market, but oper-ations at the store have been in full swing since late November 2009. They’ve spent the last six months integrating their aftermarket computer systems so they are in sync with the rest of the company.

“Recognizing the Greater Toronto area as the most ideal location was important to us because it would allow us maximum coverage in the city and better improve service for our customers,” said Phil St. Pierre, regional manager.

The facility is 75,000 sq. ft. with 28 ft. high ceilings. The building houses millions of aftermarket and salvage parts and equipment, including remanufactured bum-pers and wheels, lighting assemblies, fenders, cooling products, PBe supplies and lkQ-keystone’s exclusive Platinum Plus line of premium aftermarket parts.

as the latest facility to carry the lkQ name, the building uses the most up-to-date technology to im-prove efficiency and the health and safety of the staff.

Above: the staff in lKq-Keystone’s new brampton facility.top right: lKq’s phil st.pierre and susie desantis.

For example, a wire-guided inventory picker uses wires in the floor to line up perfectly with aisles of shelves. It can then scale the shelves effortlessly to retrieve parts from high places while being handled by a trained operator who is strapped in for safety.

“everything is fully automated with barcoding,” said Susie DeSantis, lkQ-keystone Toronto general manager. “There are scanning operations throughout the facility as well.”

using information from its previous location in Woodbridge, Ontario and a long line of reputable lkQ-keystone shops in the uS, the new facility has worked out some of the issues with the previous building. lkQ used established uS floorplans to en-gineer a warehouse that maximizes productivity.

“It has certainly affected our fill rates drastically,” DeSantis said. “We’re able to meet the high demands expected and it has eased the picking of orders.”

There are 10 loading docks (the previous loca-tion only had three doors), which have facilitated the speed and ease of loading both recycled and after-market parts into the trucks. “Our trucks make stops twice daily across the GTa and we run almost 24 hours a day. ultimately, we want to be a one-stop-shop for our customers’ needs,” DeSantis said.

Recently, the Brampton facility received exciting news that lkQ-keystone will be the official Toronto distributor for uS muscle car products company Goodmark Industries.

When asked about the storage space for new product lines such as Goodmark parts, St. Pierre said, “the building was built from the centre so we could expand in either direction. Things change from week to week so quickly there’s no telling what can happen next with us here.”

In the very near future, customers can look forward to visiting a new retail area in the facility. Retail sales areas have remained a focus of other lkQ-keystone buildings and have been an important method for staying informed and in touch with customers.

The visibility and accessibility from major roads and highways undoubtedly will help the retail outlet take off and allow the Brampton location to continue promoting its core product lines and Platinum Plus parts in the Canadian market.

The new store is located at:3485 steeles avenue e., unit #2brampton, ontario l6t 5w7

wiRed FoR businesslkQ-keystone’s newest facility in Ontario is set up and ready to service the GTa.


houseKeeping

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lean auto body tRivia contest ResultsCongratulations to Bruce Brautigam, who cor-rectly answered our trivia question from last month’s “making your business a lean machine.”

Bruce correctly notes that Chris Ortiz, author of kaizen assembly’s Lean Auto Body, defines waste as any non-value added work that occurs during any phase of the repair process.

To determine the winner, we put all correct answers in the official Collision Repair hat and drew one at random.

Bruce will receive a copy of Lean Auto Body.For th is months tr iv ia quest ion—and a

chance to win a copy of Lean Auto Body for yourself—go to page 51.

help FoR young collision RepaiReRsIn the spirit of last month’s essay contest, Collision Repair magazine is going to continue its support of young collision repairers by helping out a high school collision shop.

We need two things from you. 1: we need sub-missions for worthy shops. Do you know of one that’s just getting on its feet or could really use some new tools? let us know.

2: we need your support. Sam Piercey and Tom Bis-sonnette have already contributed $200 to the cause. If you can spare it, it’d be great if you pitched in too.

It could be as simple as a $10, pack of tape or some cleaning supplies—what ever you can spare.

We’re really interested in fostering interest in today’s youth, but if you have to justify it to your accountant, tell them that you’re guaranteed to get some publicity out of it. after all, we do have a magazine. Contact [email protected] if you’re interested.

appRentice essay contest ResultsCongratulations are also in order for Russell Whittaker of Industrial Park Collision Inc~CSN.

Russell will take home $200 for his essay “Why I Chose Collision Repair.” keep an eye open for the essay in the future.The contest was made possible by generous donations from Collision Repair columnists Sam Piercey, co-owner or Budds’

Collision Services in Oakville, Ontario, and Tom Bissonnette, owner/operator of Parr auto Body in Saskatoon, Saskatchewan.

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GReeNISGOODBoth of them.

It’s been a long time coming, but by the time our next issue comes out, the Cana-dian collision repair industry will have

officially entered the waterborne era.The official switch-over date is June 18,

2010. After that, no one can make, import or sell the old solvent-based paint.

As a collision repairer, you’ll be able to use solvent-based paint you bought before the deadline, but you’re out of luck once you run through your stock.

But if you’re reading this magazine, you probably had the foresight to plan well ahead for the switch, so I can’t tell you anything of that much use in the ad-vice category.

I can say that I’m proud to be a part of an industry that’s responded so well to this particular environmental concern, and I’m not alone in that.

“I am very pleased how all those in-volved accepted the change and with little disruption,” Co-Auto’s refinish manager Don Teevens told me recently.

“Shops were converted without any is-sues and the whole industry has taken a huge step forward.”

Just about everyone I talk to in collision repair is aware of the stigma that surrounds the industry. There’s an outdated but per-sistent boogeyman floating around when customers—and even some industry peo-ple—think about collision repair shops.

I think the waterborne switch is a big step to eradicating that image.

As far as the stereotype is concerned, fa-cilities are fly-by-night, hard to deal with and generally unresponsive to health, safe-ty and the environment.

It’s not a stereotype you can find much evidence for, and yet we still have to deal with it.

I think we can use waterborne to score one more victory over the old image.

on’t be modestin showing off your pAint.

By Joe Rayment

Don’t be modest in showing off the paint you’re using—and don’t forget to mention its environmentally friendly status. Let customers see that—on top of running a clean, customer service-ori-ented facility—you’re serious about the environment. Modesty is for your per-sonal life; this is business.

The obvious parallel to the solvent vs waterborne switch is the regulation sur-rounding CFCs in aerosols.

For years, it was just a fact of life: there’s a hole in the ozone. Products we use insti-gate it. And there’s not much hope of ever making it better.

But it did get better. Use of CFCs have

been almost completely phased out except for a few small exceptions and the ozone is well on a path to recovery.

It’s a great case study. Chemical compa-nies were initially reluctant to support the bans, but once they did they found a whole set of opportunities for new products. It kept entire product categories from be-coming constant PR disasters.

In short, it was good for business.Now, let me be clear: I’m more hard-

line on environmental issues than three Al Gores. But I know some people read-ing this are skeptical about the recent hubbub over the environment. To you I say: forget about the environment—think about the other green.

Consider it a sale line. Consider it as an opportunity to take down the collision re-pair boogeyman and convince customers that you’re one of the good guys; you’re worthy of their loyalty. CRm

Joe Rayment is the editor of Collision Repair magazine. He can be reached at 905-370-0101or via e-mail at [email protected].

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Collision Repair 9#2

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