Everyone has a reason why they use a dealer repair shop vs. an independent shop… These are a few of those reasons I’ve run into over my decades of independent service work.
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Customers come in a wide range of styles. There are my regular customers, occasional customers, price shoppers,referrals, and friends of the family. Some don’t bother to tell me how they happened to be at the shop; maybe they’ve read an advertisement, saw a billboard somewhere, or they’ve checked out one of those websites that evaluate businesses by way of customer responses. Perhaps they’ve heard of the shop through the grapevine, or they might have just driven by to check it out. But I’ve never heard of anyone refer to themselves as a “dealer customer.”
SCRS Meeting Discusses Insurance Regulation, State Farm
Written by John YoswickState Farm’s PartsTrader program, the use of shops’ estimating and other data, and how one state regulator oversees auto insurers, were among the topics at a recent board meeting of the Society of Collision Repair Specialists (SCRS).
To view a pdf file of this article with photos, click HERE.
A number of participants at the meeting held on April 24 in Oklahoma City, OK, wore large buttons opposing “data mining” by the “Big Three” information providers, indicating they wanted the ability to “opt out” of having their shop estimating data aggregated and used or sold. The buttons were part of the follow-up to a joint statement that SCRS and two other trade associations sent in January to CCC Information Services, Mitchell and Audatex, voicing concern about collection and use of shop data.
Question: How would you like to be able to measure body structure, vehicle sub-frame movement, damaged suspension components and used BOF frame for damage or damaged parts in 20 minutes with a printout and the time of tear down?
To view a pdf file of this article with photos, click HERE.
OK, how about the added advantage of doing it anywhere in the shop? We’re not using any frame-measuring equipment, by the way. Let’s throw in another parameter and do all of these tasks and more with a camera. You say impossible? Up until recently you’d be right but it’s not only possible, it’s here. It’s called the Matrix Wand and it’s a game changer.
During the past 15 years or so, I’ve noticed that many body shops spend a great deal of time and money promoting to referral sources that never send a single job. There is some logic to continually dripping on prospects in the hope that at least a few of them will send a job or two one day. And if the promotion going out isn’t too costly, it can’t hurt.
To view a pdf file of this article with photos, click HERE.
Shops and Insurers Discuss Indemnification in DRP Contracts
Written by John YoswickShould repairers be held solely responsible if a repair process or part they choose fails—even if that process or part was chosen at the behest of an insurer?
That was one of the questions at the heart of a panel discussion on “indemnification” at the Collision Industry Conference (CIC) held in Oklahoma City in late April.
To view a pdf file of this article with photos, click HERE.
In the world of big corporation marketing, how a company or product is “positioned” is a big deal. For example, a shop that is known to be the biggest, or the fastest, or (not likely but possibly) the cheapest, or (as many would like to claim), the highest quality, would be likely to hold that position in people’s minds indefinitely, unless something radically changed their mind. In copiers, Xerox is still thought of as the standard, in computers IBM is still first in most people’s minds, and Hertz is still the top rental car name people think of.
In marketing, it’s well known that it’s always better to be first than better. Charles Lindbergh flew the Atlantic solo first, but Bert Hinkler did it faster, consuming less fuel. He was second and never heard of again. George Washington was the first president. Who was second? Neil Armstrong was first to walk on the moon. Who was second? Second place is generally no place. So, is it too late to be first in your area? It all depends on first…at what? And are there other alternatives?
To view a pdf file of this article with photos, click HERE.
Is the State Farm Elephant in the Room a Bad Elephant?
Written by insurance insiderThis is an interesting story and I don’t know quite where to start. How about: Elvis has just entered the building and nobody noticed. Is it possible for Elvis to walk into a room and take a seat yet have nobody notice that the King is in the house? It’s impossible, right?
Well, it seems just as impossible that collision repairers didn’t mention State Farm and parts at the most recent Collision Industry Conference (CIC) meeting. They are the most common words affectionately uttered by body shops owners throughout the country these days. So how is it possible that during one of the industry’s biggest stages, CIC, there wasn’t even a mention?
To view a pdf file of this article with photos, click HERE.
Comparing Automotive Parts: Is it Apples to Apples?
Written by Gonzo WeaverAlternators, starters, voltage regulators, window motor assemblies, light bulbs, serpentine belts… the list goes on and on of the various cheaply made replacement parts available. Being able to distinguish what parts are good or bad is part of being a professional in this crazy world of automotive repair.
When a customer calls wanting prices on a certain job, more than likely this isn’t the first phone call they’ve made today. The way I can tell this is how they answer certain questions I ask to narrow down the options on that particular part or job. “What’s the motor size? Two- or four-door? Automatic or manual?” If these questions aren’t a hit and miss answer, chances are they’ve been through this before, and have a pretty good idea what the cost is, or at least what they’ve found out from the auto parts cheapo depot.
To view a pdf file of this article with photos, click HERE.
Standards Program in the UK Offers Lessons for the U.S.
Written by John YoswickAs the discussion of how and whether the industry should develop some sort of formalized collision repair standards continues, Paul Gange brings a somewhat unique perspective on the topic.
Gange is the president and chief operating officer of Fix Auto USA, which has 48 franchise locations in four U.S. states, as well as 151 shops around the country using the company’s services as part of a more loosely-knit “network.”
But Fix Auto also has a similar organization in the United Kingdom, with 68 franchises in a market that has implemented a repair standards program that is most often mentioned as a potential model for one in the United States.
To read or download this article as a PDF with photos click HERE
After high school I made the choice to join the Marine Corps. It was a big step for a young guy who really didn’t have a direction, nor thought about the future. So, off I went to boot camp. I’ll admit it was tough, it was physically demanding and very mentally challenging. But, I did very well, got a lot of good marks and even a couple of special awards.
One of the biggest surprises was when my platoon was on the “mess and maintenance” week. I was assigned to the commandant’s headquarters building. I was to shine all the brass, wax the floors, and general building maintenance. One day the Sargent in charge said it was time to mow the grass. He sent me and two other recruits out with scissors to clip the lawn in front of the headquarters building. Really, I’m not kidding…scissors, and I’m not talking about a large pair of scissors, no… more like the kind you'd find in any home office or school desk.
By Tom Franklin
Last year, as summer approached, I wrote an article about holding an event in the summer to bring in new business. I was pleased recently to learn of an event put on by a shop in my area. "POWER BABES," a professional womens' networking group in the vicinity of the shop, meets regularly to explore and discuss issues of interest and importance to the members. The location of the meeting is different each time, and often held at a place of business of interest to the members. The marketing lady at the host shop learned of this group of about forty women and invited them to hold their next meeting at the shop.
CAFE Standards Will Affect More Than A Shop’s Miles Per Gallon
Written by Toby ChessAsk most people about CAFÉ standards and they would immediately think of food quality control. There is another meaning that you probably know and it will drastically impact your business, but you may not be aware why it will.
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CAFÉ stands for Corporate Average Fuel Economy-- the average miles per gallon on an OEM’s passenger cars and trucks. The standards for passenger vehicles will rise from the national current 27.5 mpg to 35.7 mpg by 2015, while light trucks will go from 23.5 mpg to 28.6 mpg. My next question is how will the OEMs accomplish these figures? Car and trucks will be lighter and smaller, with a greater use of aluminum, plastics, carbon fiber, magnesium and advanced high strength steels (60 percent of all steel in today’s vehicles is AHSS). These exotic materials are the reason that fuel economy will impact body shops.
Aluminum is being used on virtually all makes and models built today, not only on upscale import sports cars. The hood on a Toyota Prius for example is made from aluminum. You will need to invest in new tools and training to work with increasing use of this metal.
Even with an increase in the use of aluminum, the percent of usage is relatively small compared to the use of Advanced High Strength Steels. Steels (AHSS) will pose the biggest problems for repairers and we need to look at the challenges for these steels. The first area is we need to understand is the effect of heat on metal.
What If You’re Looking for More than One Waldo?
Written by Gonzo WeaverOK, I really do fix cars for a living. I take a car that’s acting up, locate the problem, and make the appropriate repair. Sometimes I haven’t a clue where to look when I start, but with a few proper tools, a little ingenuity, and a whole lot of experience I’ll find the problem eventually.
To view a PDF of this article please click HERE.
It’s like finding Waldo, that nerdy little guy dressed in red and white who travels a lot and specializes in challenging people to locate him. He sometimes hides in plain sight. You’ll usually have to look closely to find him. Except my “Waldo” doesn’t wear a red and white cap to give himself away. My Waldo is usually something to do with a component or part that has failed, or has decided to be difficult. I sometimes think that these weird repair jobs that end up at my shop are like an elaborate game of “who can find Waldo first?”
I’m not always the first guy to try and find Waldo. A lot of times a customer will take their car to a relative or next door neighbor, or they’ll find the cheapest shop or the closest garage in their area. I’ll hear a customer tell me they always go to a certain shop for all their repairs, so they think nothing of going to a specialist for repairs. But, when that doesn’t work it’s time to ask for a recommendation for a shop that can make the repairs. Now, of course, this isn’t true of everyone. A lot of people have a family mechanic they have used for years, while others believe the dealership is the only place to go for repairs. Whichever or whatever way works for each and everyone is just fine with me. One way or another somebody has to find Waldo.
‘Survival of the Fittest’ Also Applies to Collision Repairers
Written by Insurance InsiderThe collision repair industry has too many body shops. I’m not sure anyone would seriously dispute that. The sooner we can rid ourselves of 15,000 body shops, the better all of us will be. Yes, it’s true, all of us will be far better off. This includes insurance companies, vendors, body shops themselves and consumers.
To view a PDF of this article please click HERE.
How can we make this happen at a faster pace? That may be beyond the limited scope of this mastermind, but it wouldn’t be an Insider article without a recommendation or two, so buckle up and get ready.
The car manufacturers should further develop their certification programs and join together as one voice to educate consumers at the point of purchase. “If your car is in an accident, you must take it to an OEM Certified Repair Facility to guarantee a proper repair. Taking your vehicle to a body shop outside the Certified program could result in an improper repair and compromise your safety.”
Sadly, that statement isn’t some trumped-up idea to scare people. It’s a fact and the motoring public should know that while there are more than 35,000 body shops in the country, too small a percentage are prepared to repair aluminum, identify substrates, weld “exotic” metals and use proper-sectioning procedures.
It’s been said that a picture is worth a thousand words. Yet, with today’s digital cameras in cell phones, even, pictures are worth less than a dime a dozen. Yesterday’s promotional pieces, flyers, brochures and even website pages, all may have nice photos, but people are less impressed with them these days. To really make an impact on a potential source of referral business, you need to get them to come to the shop and see the real thing. One live contact is easily worth more than a thousand pictures.
To view a PDF of this article please click HERE.
With spring arriving, this could be a good time to spruce up the shop and push for some live visits by referral coordinators you’ve been chasing. Over the winter some aspects of your shop may have fallen into disrepair or worse. Getting an entire shop showcase-ready is generally not an easy task. Spare parts storage and the paint mixing room may have become major eyesores. Walk through the shop and imagine you have an insurance executive or dealership owner walking along with you. Try looking at your place from his or her eyes and take some notes. These could be the improvements that make the difference in how your shop is valued as a place to refer customers.
A few standard interior-decorating measures can make a major difference in how your shop is perceived. If you often have spare parts or some other eyesore in your office or waiting area, a useful device to hide that kind of thing is the room divider. These are generally just a couple of free-standing 2’x 6’ or 3’x 6’ panels hinged together, but depending on how they’re painted or covered with fabric or used to display promotional posters, they can be a significant visual asset in an otherwise drab room. If the office or waiting area is uncomfortably small, a mirrored wall gives an illusion of larger space and also reflects light to brighten a dimly lit room.
Although a body shop is in the automotive painting business, it’s surprising how many shops fail to adequately paint their buildings, driveways and equipment. Just painting the spray booth doors makes them look newer and better maintained at a glance. The same is true of the paint storage room. Older equipment like ancient frame machines and welding equipment can be spruced up quickly with a coat of the metallic paint you use on vehicles every day. Dealership shops are more likely to have identifying signs over bays indicating body work, frame work, welding, etc.
Dealership driveways also usually have painted lines to direct customers to various parts of the facility. But an independent shop can add a perspective of professionalism by adding a few signs around to designate how various bays are used and perhaps some painted lines on driveways. These simple cosmetic measures will make a major difference to visitors accustomed to well organized and generally very clean offices.
While these improvements might be made to impress an insurance executive or dealership owner, other changes might be added for more specific visitors. Some shops have begun to take advantage of the “baby boom generation” achieving the status of “seniors,” and looking for ways to alleviate physical problems that can come with aging. Special handicap access elements around the shop can assist an older person taking a shop tour and the shop could profit from offering and installing handicap-assistance devices like power running boards. Driving schools have begun to multiply as public schools drop driver training classes. Some shops invite student drivers in to look at heavy hits to alert them to what can result from hazardous driving. A shop showcase might add a display to that effect. Also a shop that caters a bit to mothers and parents should consider adding some child-entertainment items that could be emphasized when showing a mother or parent around the shop. This kind of convenience can make a major difference when a prospect is comparing competitor shops in your area.
While all of these improvements would significantly help sell your shop to prospective referral source visitors, the impact on shop personnel shouldn’t be overlooked. Sprucing up a work bay and perhaps making some improvement in the appearance of standard worker clothing tells a technician his or her work is valued and especially appreciated at this time. This same technician is likely to also present a better P.R. image when people are coming through on a tour. Efficiency studies have shown that personnel in general perform better in well organized, attractive spaces. You may have started out to simply make improvements to impress anyone coming through on a shop tour, but you could also be pleasantly surprised to find that your improvements have reduced cycle time and made a major difference in your financial bottom line.
Code Talkers: It Takes More Than Reading Codes to Be a Good Automotive Technician
Written by Gonzo WeaverDuring World War II the US used a secret type of language to send and receive messages, so the enemy couldn’t find out what they were talking about. They enlisted the help of Navajo and Comanche Native Americans as radio operators. These guys used a combination of their language and relative terms as a way to disguise the real message over unsecured radio waves during World War II.
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Most of the coding was done by using a native word for each letter of the message. Such as, if you were going to say the word “ARMY” they would pick one of the native words that represented a word in English with the first letter “A” and the same for each letter after that. In other words the letter “B” would be sent over the radio waves as, “Toish-Jeh” which means, “barrel” in English.
So the word “ARMY” would have been transmitted something like this: “Wol-la-chee” (Ant) – “Gah” (rabbit) – “Tsin-tliti” (Match) – “Tsah-as-zih” (Yucca)
Thus the word Army would have been spelled out and easily translated at the other end. A lot of times an entire phrase could be stated with one word, or a word that was often used had a selected native word that was used as a substitute. Then on other occasions an English word was thrown in just to confuse the whole thing even more. It was quite ingenious, and believe it or not, the code was never—ever—broken. To quote General Howard Connor (while at Iwo Jima), “Were it not for the Navajos, the Marines would have never taken Iwo Jima.”
Trying to sound out those four Native American words (correctly) and translate it into the actual word was easy for these guys. They understood it, it’s their language and they could send/translate and relay an answer faster than any machine available back in the day. They truly were code talkers.
