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The debate continues to rage: What is the standard for collision repairs? Who develops the standard? Is it possible to deviate from the standard? If you can deviate, what entity can provide an alternate to the standard?

To view a PDF of this article please click HERE.

As such, people, committees, associations, not-for-profit organizations and corporations are lining up quicker than adults outside of Toys R Us on Black Friday to offer their two cents on the subject. Sadly, most of their opinions aren’t worth a single copper Lincoln penny.

Why not? Because most of those offering an opinion are basing their decision upon something other than being experts on the topic.

I’m not professing to be an expert or proficient enough in repair methodology to offer an opinion worthy of your consideration. While that may be the most humble thing you will ever read in one of my articles, I am going to give you my opinion anyway. The way I see it, if you are reading and listening to alleged industry experts weigh in, why not an insurance executive who has never actually repaired a vehicle? Maybe I’m the best person to offer an opinion because I don’t stand to gain anything.

Although I’ve never repaired a vehicle, don’t discredit the wisdom I’m about to impart upon you. Sometimes the best ideas come from the most unlikely of places. Do you think Moses knew what was going to happen at the top of the mountain? If you happen to be a good church-going boy or girl, you know that is where Moses received the Ten Commandments. Who could have guessed sectioning procedures were even an issue back then?

Back in July I wrote an article about  Yelp—the well-known review website where customers can comment about businesses and rate their performance. My article was about body shops having a love-hate relationship with it. See www.autobodynews.com and search ‘yelp’ if you missed it. Like any business, shops appreciate postive reviews from customers and bristle at negative ones, but the issue we were addressing is what shops can do to mitigate negative reviews. Since then there have been some developments.

To view a PDF of this article please click HERE.

Darnell Holloway is Manager for Local Business Outreach for Yelp, the on-line review site. Holloway recently spoke at a Santa Clara California Autobody Association meeting and Autobody News subsequently interviewed him about what he said in more depth.

ABN: If a shop receives a bad review, what options does it have to respond?

DH: Generally speaking, the business owners who have the most success with reputation management on Yelp are the ones who are dedicated to providing a great customer experience in the offline world. Beyond that, we provide a free suite of tools via www.biz.yelp.com that allows business owners to respond privately as well as publicly to reviews, upload information about themselves and add photos, among other things. Once a business starts receiving reviews, it’s important for business owners to join the conversation. We provide a whole host of information on Yelp for business owners, including how to respond to online critics. We also recently released a video featuring business owners as they share their thoughts on this subject. The most important takeaway for business owners is: 1) Remain calm. 2) Think about the complaint in relation to our existing customer service policy and then respond diplomatically.

This month I want to single out Stockton 12 Honda, in Sandy, Utah. Owned by former basketball star John Stockton, this dealership is located just a short drive south of Salt Lake City. Their web site is stockton12honda.com.

To view a PDF of this article please click HERE.

Since 1998 this dealer has serviced its customers with pride, and a dedication to quality. Quality in all ways, which is best demonstrated by its parts department, led by “Peg” Ellenberger.

Peg started her automotive career in 1985, moving to Stockton 12 Honda in 2001. She brought a following of loyal customers with her, customers who knew she cared about them. This dedication to quality service has led to continuous growth, and her customers now supply over half of the parts department’s business.

Peg and I share the same opinion, dealers who cultivate long term relationships will always succeed. Those short sighted opportunists, who always rely on the next customer, will almost always fail. The past five years have shown the truth of this opinion. Dealers who were out for the “quick buck” have vanished from the scene, leaving only the best to continue in business.

Her secrets of success are simple: Don’t let your customer wait for a needed part; freight is not an issue; correct your mistakes immediately; value your customer’s business; and always put yourself into your customer’s shoes; always maintain a positive attitude, and don’t let the “problems” get you down; create long-term relationships; work smoothly together to repair cars as quickly as possible; work as friends, not strangers; and make someone else smile!

I recently noticed a shop that had several excellent repeat business sources lose one of them—a major dealership —to a competitor. When I inquired about how this could happen, I learned that the shop’s owner and manager were busy focusing their full attention on saving one of their insurance DRPs. During this time, they somewhat neglected that major dealership source. This gave the competitor an opening to jump in and grab that business. I’m sure that in retrospect, this shop owner realized he should have assigned someone—or hired someone —to maintain giving that dealership all of the attention they were accustomed to receiving.

To view a PDF of this article please click HERE.

Is it possible to have too many irons in the fire? Is a shop better off just concentrating on a limited number of sources so each can be given abundant attention?

Let me illustrate with a metaphor. One of the exciting technologies of “the space age” is the development of lasers (L-ight A-mplified by S-timulated E-mission of R-adiation). A beam of light is concentrated to such a fine point it can cut through metal. Think about for the intensity of concentrated attention needed to hold onto a major referral source.

On the opposite end of the light concentration spectrum is the flashlight. It casts a broad beam that encompasses a wide area ahead of the light, but the intensity of the light is fairly weak. It’s just strong enough for the human eye to get a general view of the area ahead. Marketing concentration can fall across a similar spectrum: intense concentration vs. a wide, less effective, general approach.

I want to start this month’s column  with a personal reflection on some life changing events that happened to me last year.

To view a PDF of this article please click HERE.

The last Saturday of September I woke up about 1:00 a.m. with a pain in my chest. It felt like a 500 lb gorilla was standing on my chest and the pain was excruciating. Not being the brightest person in the world, I got into my truck and drove myself to the hospital. When I told the nurse in emergency that I was experiencing chest pain, she rushed into a room and hooked up an EKG monitor and blood pressure gauge. My blood pressure was 170 over 90. Not real good (I am on blood pressure medication). The ER doctor came in and told me that I did not have a heart attack or a stroke, but there was something not working right with my heart and set up an appointment with a cardiologist the following week. Five hours later, I came home, hooked up my welding trailer and conducted an I-CAR structural steel test (Again, not the best move, sometimes my brain works in reverse). Monday, I made an appointment with a cardiologist for the following Friday.

On that Wednesday, my daughter gave birth to an 8 lb baby girl named Hayley, and for my wife and me, our first grandchild.

I will tell you that being a grandparent is a tremendous experience. The best experience of all is that I haven’t had diaper duty yet.

On Friday, I had my appointment with the cardiologist. I had another EKG and he determined that I had a mild case of Atrial Fibrillation.

Atrial fibrillation (AF or A-fib) is the most common cardiac arrhythmia (abnormal heart rhythm). It is a common cause of irregular heart beat, identified clinically by taking a pulse. Chaotic electrical activity in the two upper chambers (atria) of the heart result in the muscle fibrillating (i.e., quivering), instead of achieving coordinated contraction.

Years ago my younger brother came to work for me. He didn’t know a thing about cars, but was willing to learn all that he could. Teaching new technicians is an art that most shop owners have to learn to do, but teaching your little brother can be a chore and can test your patience.

To view a PDF of this article please click HERE.

I muddled through it all and taught him what I could. I was sure at some point in time the two of us would butt heads like brothers will do, and he would take his new found skills and move up in the rank and files of the automotive technical world, but in the meantime it was his turn to learn from his older brother.

When he first started I would walk him through each step of how to diagnose a certain system in a car. A lot of times he would have questions, and I’d do my best to answer them.  He learned quickly and was really sharp at picking up some of those little details that are harder to teach, because you tend to forget to mention them while you’re teaching—mainly because you are trying to get to the solution as efficiently as possible, and you neglect to bring it up. Such as: “always test your test light connection before testing what you’re testing, or don’t forget to check for all your tools before you pull the car out of the shop.” Things like that.

One day we had a truck come in with dual fuel tanks on it. The gas gauge wasn’t working and needed some attention. This was a perfect opportunity for Junior to learn a few of my short cuts on these old models. It was an older Ford, in which the tank gauge ran through the tank switchover button. It was rather easy to pull it out of the dash and connect to the gauge from the back of the switch.

Jim and Jack’s Collision Center, one of the largest single-location body shops in the nation, started out as a mechanical shop at a gas station.

To view a PDF of this article please click HERE.

Founders Jim and Jack Kizirian opened the business in 1967 at the same location the business currently resides in. Taleen and Richie Kizirian, niece and nephew of the original owners, now run the business.

Since taking over the business in 2004, Taleen and Richie have been able to quadruple the business in size.

“It was my job to come in and modernize, computerize and put systems in place,” said Richie, who has a business degree in finance and accounting from Loyola Marymount University in Los Angeles. Taleen, who is a licensed Certified Public Accountant, handles the business’s accounting and administrative functions.

Jim and Jack’s is able to see 100s of cars per month in their 150,000 square-foot, 5-acre facility; they work with 17 frame machines and 5 spray booths on their shop floor. The Technicians at Jim and Jack’s are also certified in various different European, Asian and American brand auto repair techniques.

“You name it, we have it,” said Richie.

Valley Motor Center has proudly held another successful charity event. As part of giving something back to the communities the business serves, Valley Motor Center completely refurbished a 2006 Toyota Sienna minivan, and on November 21, 2011, donated it to New Horizons, a local organization dedicated to helping adults with developmental disabilities reach their potential and fulfill their dreams. Attending this year’s event were representatives of insurance companies, vendors, parts and paint suppliers, car rental companies and community leaders.

To view a PDF of this article please click HERE.

On hand to help kick off Valley Motor Center’s charitable donation were Assemblyman Bob Blumenfield, Detective Bill Bustos - Valley Division LAPD, and Jason Levin of Senator Fran Pavley’s office,  who all spoke, as well as Marsh Gluchow, owner of Valley Motor Center, Sue Weitkamp, Board Member & Past President of New Horizons, and Matt Williams, Material Damage C.A.R.S. Manager of Mercury Insurance.

Valley Motor Center was honored to have Malissa Moreno sing, and Adam Sher and Lisa Bronet speak, all clients of New Horizons.  Guests enjoyed food, photos, and of course the vehicle donation.

Valley Motor Center has always believed in giving back and getting involved in the communities they serve. The company feels that today, during this economic downturn which has affected everyone, they’re so fortunate to be able to do a little extra by fully refurbishing a vehicle previously owned by Mercury Insurance, and donating it to such a worthy organization.

“Our goal is to help as many people in our local community as possible by donating a vehicle to New Horizons, an organization that operates right here in the communities we serve.” states Marsh Gluchow, owner of Valley Motor Center. “It is truly our privilege to be a part of this wonderful cause.”

“We are excited about participating in Recycled Rides,” states Holly Rasey, VP for development & Marketing for New Horizons. “Valley Motor Center has a long history of helping those in need in their community, and we’re proud that they chose us to be a recipient of this vehicle. We’ll work diligently to make sure the van they are donating to us is put to its very best use, and allows us to help as many people as we can.”

Valley Motor Center has provided expert auto collision repair since 1944, and through all those years of experience, has earned the highest levels of integrity, quality repairs, customer care, reliability and safety.

Every one of the employees at Valley Motor Center has such a strong commitment to their customers that “You Will Be Satisfied” is engraved in stone in their Customer Care Center.

For more information please visit www.valleymotorcenter.com.

The California Autobody Association’s East Bay chapter hosted its 14th annual Toys for Tots Model Truck Customizing Competition on Nov. 15 at the beautiful Blackhawk Museum in Danville, Calif. Amongst some of the most coveted cars in the world, 250 people enjoyed the evening in the same room with a 1909 Winton Touring Model 17, a 1911 Mercedes Labourdette Skiff, a 1968 Bizzarrini 5300 S.I. Spyder, and a 1937 Figoni et Falaschi Delahaye, part of the museum’s 90-car collection.

To view a PDF of this article please click HERE.

Michael Govette from FinishMaster in Concord, Calif. has been running this highly successful event since 1997 and this year was no exception, he said. “We had a really fine show and we gathered over 300 toys for the Marines Toys for Tots program and raised $3,500.00 from truck bids, for the food banks of Contra Costa and Alameda. We had all the alumni trucks in the lobby, not under glass, so everyone could get a good look at them.”

Ten Bay Area body shops and auto repair school programs entered the competition with high hopes for trophies and accolades. Each was given an identical Nylint die-cast truck that they could modify and customize for the contest. Silent-auction bids were taken on every vehicle and at times the bidding was back and forth between primarily competing shops.

There were some amazing trucks, but only one can walk away with the coveted title and this year’s first place went to Crocketts Premier Auto Body of Pinole, Calif. Shop Owner Dan Welsh left the work to his highly creative crew and they delivered in a big way. By thinking outside the box, the artisans at Crocketts created a Bugatti with its trailer, modeled after an actual vehicle on display at the museum. In addition, Crockett won the People’s Choice award for receiving the most votes from the people in attendance.

“Once again, the collision repair shops that care about their craft step up in a big way at Christmas time,” Govette explained. “Besides raising money for the food banks and Toys for Tots, we presented $3,400 to the local R.O.Ps and local colleges at a time that they clearly need it most. Building these toy trucks is a great team-building project for the body shops. It’s a win-win, because we help the community and the collision industry supports the effort enthusiastically every year.”

Second place in the competition went to T.G.I.F. Body Shop of Fremont, Calif. Shop owner Kathy Mello deferred to her skilled technicians to make a “Cars”-themed truck based on the popular Pixar animated features. The design was fun and funky and incorporated a working lamp into the trailer.

Third place was awarded to Mission Valley R.O.P. of Fremont, Calif. With Instructor John Cimino advising his collision students, they did all of the work while they created a stunning Christmas-themed truck. Mission Valley R.O.P. also won the Best of Class award, given to the top student-constructed model truck.

Sponsors for the evening included PPG Industries, LKQ, Audatex, Hertz, National Auto Parts, Lehmer’s of Concord, Dublin Chevrolet, Sherwin-Williams and Owen-Dunn Insurance. Special thanks to Melody Walker who has created remarkably artistic posters for the Toys for Tots Model Truck Customizing Competition for the past two years.

The organization also gave several educational institutions money for their auto repair programs. Eden Valley R.O.P. received $500, Mission Valley R.O.P. also got $500 and both Contra Costa College, and the College of Alameda all received $1,200 each from the CAA East Bay chapter.

“It’s great when organizations like CAA reach out and help schools like ours,” said Peter Locke, department chair of the automotive programs at Contra Costa College. “We need these types of donations to keep our programs thriving.”

So much happens in the collision repair industry that it can be hard to keep up on everything. A few big stories get plenty of attention, but sometimes it’s the lesser-known stories that can have as big an impact on your business.

To view a PDF of this article please click HERE.

As a new year kicks off, here’s a wrap up of some of the news stories from this past year that might have flown under your radar amid the day-to-day challenges of running your shop, but that could prove helpful for you to know about.

► 1 The Federal Trade Commission last year issued a consumer bulletin related to the Magnuson-Moss Warranty Act. It states that use of non-OEM parts in itself cannot void a vehicle warranty.

“Still, if it turns out that the aftermarket part was itself defective or wasn’t installed correctly, and it causes damage to another part that is covered under the warranty, the manufacturer or dealer has the right to deny coverage for that part and charge you for any repairs,” the bulletin states. For a copy of the bulletin, visit: http://tinyurl.com/3zvas3w