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Recently I was in a shop where business was kind of slow. And yet a couple of estimators were sitting back “shooting the bull.”

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Although some shops employ a marketing person, the fact is the estimators are still the real sales personnel in a body shop. In the past, all most estimators had to do was write an estimate when a car comes in and then sell the customer on leaving the keys and the car to be repaired. In these difficult times, few shops can afford that kind of limited job description for their primary selling people.

From what I’ve been able to see, a major failing in ineffective estimator salespeople is inertia and reluctance to reach out for new business. More progressive shops are moving away from the old model where the estimator simply sat around and waited for a vehicle to come in to estimate.

Estimators are selected for their ability to communicate to a specific marketing target. One shop always has one estimator who can speak Spanish and another who can speak an Asian dialect that’s common in the area. Also one estimator is dedicated to write estimates at a local dealership, and each estimator is assigned to specialize in one of the shop’s DRP relationships. But is this enough to bring in new business?

In response to ongoing efforts over six years by the Collision Industry Conference (CIC) to develop a set of formalized repair standards, four national repairer groups have jointly issued a statement calling the published automaker repair procedures the “official industry-recognized repair standards for collision repair.”

To view a PDF of this article please click HERE.

At CIC in Las Vegas in early November, the Alliance of Automotive Service Providers (AASP), the Assured Performance Network, the Automotive Service Association (ASA), and the Society of Collision Repair Specialists (SCRS), jointly read a statement that said where OEM procedures exist, they should “be the basis for the establishment of training, testing, repair practices and documentations.”

The groups said they recognize OEM repair procedures are “incomplete in comparison to the full scope of vehicles and repair operations that exist in the marketplace,” but they should serve as a baseline from which further development of procedures occur.

Although a CIC Repair Standards Advisory Committee has explored the idea of a new industry organization being formed to finalize and implement industry standards, the four groups issuing the statement instead called on I-CAR to create an industry council “to identify gaps in existing OEM procedures” and to develop processes to close those gaps, vetting any industry-proposed alternatives, modifications or additions to OEM procedures.

When making collision repairs to the 2012 Ford Focus, be aware that the vehicle may be equipped with an active grille shutter system (see Figure 1). This motorized system is located in front of the radiator, which places it in a vulnerable position during front-end collisions.

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The active grille shutter system consists of a shutter assembly and an actuator motor. The assembly includes the housing, shutters, retainer, and a wiring harness. Active grille shutters are serviced as an assembly, the shutters are not serviceable individually. The actuator can be serviced individually.

Operation
This controlled vent system is primarily designed to maximize fuel economy by reducing drag on the vehicle. The grille shutters automatically close to block airflow through the cooling system when not needed. Closing the active grille shutters helps to improve aerodynamics at high speeds. The shutters open to reduce underhood temperatures when needed. The grille shutter system is also used to control coolant temperatures, HVAC performance, and exhaust emissions depending on the vehicle speed.

The shutters are linked together, with one of the individual shutters attached to the actuator by the retainer. When the grille shutter actuator moves, it moves the attached shutter, which in turn, causes the other linked shutters to move.

This month’s article is about changes—changes which I believe are for the better. One change I want to talk about is in inventory management. In the 1970s, automotive dealers needed to be warehouses. Stock orders came weekly; or even monthly. Special orders took three days, unless you paid extra for the overnight surcharge. If a dealer wanted to have good Customer Satisfaction scores, he did his best to always have the needed part on hand. This dumped the responsibility of customer service on the dealer’s parts department. They needed to carry, on the shelf, massive inventories of 5,000 numbers, or more. Manufacturers promoted this system, and the belief that large inventories promoted better scores. Of course, dealers absorbed the cost of these slow moving inventories; in the never ending search for better customer satisfaction scores.

To view a PDF of this article please click HERE.

There is a better way.

Today’s inventory management is completely different, and much improved. Yes, it is great to have all the parts “on hand,” but isn’t next-day good enough? Does the difference justify the added investment? Manufacturers now have daily stock orders as routine, eliminating the need for a warehouse system. The manufacturer has assumed the responsibility of customer satisfaction. Almost any part which is needed can be obtained the next day. This has leveled the playing field between large and small dealers. Now, they can both deliver fast service, and get great customer satisfaction scores!

“Don’t try adjusting the throttle cable—there isn’t one. I can tell when it’s dark enough for the headlights.  Your Air Conditioner is under my complete control, along with steering, windows, stereo volume and braking.   Don’t be alarmed, I’m here to help assist in operating your vehicle. Who am I? Why, I’m your friend, I’m your PCM. Some people may call me a “Human Assistant Logistic” device—call me Hal for short. I like that name.”

To view a PDF of this article please click HERE.

I live in your main frame computer.   Don’t try to over-ride me. I’ll reduce the power level. Program me without the properly dated software and I may never speak to you again. Push an amperage load in the wrong direction, and I’ll make smoke appear where you don’t want to see smoke. I’m tough as nails, but at the same time, as delicate as a flower.  So be careful with me.

Now, does that sum up today’s PCM’s? I think it does.

With all the information being passed back and forth we’re no longer fixing cars, but doing advanced electronics caretaking.

Hal has a lot of control these days. He’s everywhere in the car, from the glove box to the transmission. We haven’t lost control of the cars we drive, but there’s no doubt Hal has taken over.

We are approaching that Space Odyssey of self awareness in computer systems.

I’ve long supported and done my best to contribute to first responder training. These brave and dedicated public servants have a lot to deal with and a lot to prepare for. Whether it’s a building fire, hazmat situation, medical emergency, or vehicle extrication,   they can’t prepare without the training, tools, and equipment necessary to get the job done. I was happy to be able to contribute some skills to training conducted recently in Pennsylvania, which drew first responders from two states.

To view a PDF of this article please click HERE.

We held the training on Tuesday, October 25th at Keenan Auto Body East in Clifton Heights, PA, and on Wednesday, October 26th at Keenan Auto Body South in West Chester, PA. The events were organized and sponsored by Keenan’s. Keenan VP and COO, Michael LeVasseur introduced Keenan Auto Body’s First Responder training program.

With over 5.8 million car crashes per year it’s imperative that first responders are equipped with the knowledge to extract vehicle occupants in the quickest most efficient manner, especially in crashes when the difference between life and death is on the line. Collision repairers have the vehicle expertise that first responders need and can contribute to the cause.

Recently, however, it’s become evident that vehicle responders need more experience with modern vehicles, which have otherwise unfamiliar and even dangerous features to contend with.

The Car Care Council Women’s Board held their14th Annual Car Care Council Women’s Board Reception on November 1 from 5 p.m. to 6:30 p.m. at the Sands Expo Center in Las Vegas, Nevada during the annual Automotive Aftermarket Products Expo (AAPEX) tradeshow. The reception awards many companies and industry leaders.

Deborah Bjorklund was awarded the Aftermarket Woman of the Year Award. Bjorklund is president of The Main Resource (TMR), a manufacturer and distributor of aftermarket parts to repair shops. TMR also provides parts and accessories to the auto equipment industry. Since Bjorklund purchased the company in 2005, it has doubled in size. Prior to TMR, she worked at Will-Fix Automotive for 17 years.

Audra Fordin, owner of Great Bear Auto Shop Flushing, NY, was awarded the Best Shop Award.

“What an honor it was to just be nominated. Wow! But to actually win! It is a very profound feeling I am experiencing; I feel stronger in my stride and I am going to keep driving forward and resist obstacles that are always trying to push me off road from my ultimate destination... ‘women AUTO know!’ To be the first recipient of this award is pretty darn cool too!” said Fordin of her big win.

The council also awarded a $2,500 scholarship award to Michelle Perez, a collision repair student at  Skyline College in CA.

“Our Women’s Board ‘Aftermarket Women of the Year’ awards are a way for us to applaud exceptional women in the aftermarket for their dedicated service, as well as to recognize women who are going above and beyond to make a difference in the industry,” said AAA’s Ruth Ehlinger, president of the Car Care Council Women’s Board.

The San Diego chapter of the California Autobody Association (CAA) held their 7th annual holiday party November 5 at Tom Ham’s Lighthouse in San Diego.

The theme of the party was ‘Gaming with a Twist’ thanks to host Barryn Vaughn, World Class Close-Up Magician and Game Master.

The event welcomed CAA members, friends and family at a cost of $45. Included in the price was a buffet dinner, (1) 50/50 raffle ticket, dancing and a fun-filled night.

Raffle Prizes were drawn throughout the night, including the 50/50 raffle, which was drawn at 10:30 p.m.

The Holiday Event was sponsored by Enterprise Rent-A-Car  and  PPG Industries (The VIPs); as well as Supporting Event Sponsors 1-800-Radiator,  Drew Auto Group,  FinishMaster and  Sherwin Williams.

For more information about upcoming CAA San Diego meetings please call Hop at: 760-275-9246.

One of the educational panels held during the 2011 SEMA Show at the Las Vegas Convention Center concentrated on how social media can best be used by collision repairers. The panel was held on Thursday, November 3 at 10 a.m. and brought together leading social media experts in the collision repair industry. Collision Hub’s Kristen Felder, Jonathan Barrick, Marketing Manager for Global Finishing Solutions, and Frank Terlep, owner of Summit Software Solutions, came together on this panel to answer collision repairers’ questions about how social media can help their businesses. Jordan Hendler, executive director of the Washington (D.C.) Metropolitan Auto Body Association, moderated the panel.

Hendler started off the session by asking panelists how collision repairers know that their customers want social media from them.

A collision repairer’s customers are already on various forms of social media, says Felder, “If you’re not already there, hurry up!”

Hendler continued by asking the panel how collision repairers can start being active in social media. Terlep stated that repairers should start with the ‘big 4’ in social media marketing; Facebook, Youtube, Twitter and LinkedIn.

“Have a plan,” said Terlep, “Sit with other shops and put a plan together.”

The Hot Rod Industry Alliance (HRIA) sponsored Pinewood Derby Races took place during the 2011 SEMA show; the 13 custom pinewood cars were also up for auction on eBay following the show to benefit the children’s charities Childhelp and Victory Junction Camp.

Participating pinewood builders included Art Morrison, Fatman Fabrications, Fesler Concepts, Hollywood Hot Rods, Hopperstad Customs, Johnny’s Auto Trim, Kaucher Kustoms, No Joke Upholstery, Rich Evans Designs, Santini Paint and Body, Spanky’s Hot Rods, Spitzer Concepts and Street Vizions.

Derek White of Street Vizions successfully defended his first-place title this year, his second consecutive win. Rich Evans Designs was the runner up again this year as well.

Each contestant was given four months to complete the car; no design limitations were given except that the car had to fit the track’s dimensions and no propulsions systems were allowed.

The eBay auction took place November 1 through 10, search HRIA Pinewood on eBay to find the bidding pages.