Hey Toby—What is your take on those 3M disposable mix cups that fit on the spray guns?
—Dave from San Diego
HEY TOBY will return in July.
On May 6, Toby Chess and fellow I-CAR instructors hosted an evening dinner lecture for about 250 insurance adjustors to familiarize them with the ICAR Steel Unitized Structures Technologies and Repair Course (SPS07). On hand to train the estimators and adjusters were Doug Moore, Eric Stretten, Ken Boylen, Steve Morris, Steve Saunders, Mike Mastro, Frank Schiro, Jeff Lawson, Bob Mickey, and of course, Toby Chess.
Hey Toby—I took the aluminum welding qualification test with you about a year and a half ago. I am trying to remember why you push the puddle instead of pulling it when welding aluminum?
—-Joe from Rohnert Park, Ca
Hey Toby—About 9 months ago, we put in an A/M radiator into an ‘06 Honda Accord with 22,000 miles that sustained front end damage due to an accident. We have a DRP for an insurance company and the price for the part was dictated by the carrier with a large radiator company that they had contracted with. The radiator failed and the customer took her car to an authorized Honda dealer because she was still under factory warranty. My customer was contacted by the dealer and was told that engine blew the head gasket, but she was going to be responsible for the repairs due to the fact that the radiator was not an OEM radiator. She called me immediately and I told her that we would be responsible for the repairs. I contacted the radiator company and they stated that they would replace the radiator and the labor for its installation. I then called the insurance company supervisor and he stated that we needed to call the radiator company, but I explained that they would only cover the cost of radiator replacement and the insurance company recommended the radiator company. His reply was that I was free to purchase the radiator from anyone. I ask him if he would have paid for the difference in price and he said no. I am out $2,300. Do I have any recourse?
—Mike from Bakersfield
Hey Toby—Where can I get some repair information on a 2004 Chevrolet Corvette frame?
—Steve from Temecula, CA
Jeremy and Barbara asked me to respond to an e-mail about a repair process and I said “sure.” After all, I already receive an average of five e-mails or phone calls a week about some sort of question pertaining to the collision repair process. They thought that it would be a great monthly column and, wanting to see my picture in print, I agreed.
Question: Which is cheaper - an airline ticket from Los Angeles to New York with a weekend stay at Five Star hotel including two front row seats to a Broadway Hit play or a gallon of epoxy primer and hardener? If you chose the first scenario you are correct, but if you look at the plane flight alone, it is cheaper than a gallon of epoxy primer.
Have you as a collision shop repairer recently been asked to change the paint time on a panel by an insurance company representative - a time that is different from that listed by the information providers? The answer, I think most of you will agree, is yes.
A shop in my area recently experienced an attack by a competitor. One of the competitor’s reps was trying to get one of the shop’s dealership “authorized collision repair” status. At the same time they tried to hire away one of his best technicians, and some nasty “black P.R.” was employed to hurt his reputation with local insurance agents.
The New Year is well under way and by now most of us have probably forgotten our New Year’s resolutions—that is, if we even bothered to write any.
The collision industry in my area is divided into two camps: The big guys and the smaller independent shops. The big multi-location or consolidator-owned shops have a huge advantage over the smaller shops. In addition to more revenue to hire top-rate repair technicians, they can also afford many more administrative people to enter data into the computer and do follow-up mail, e-mail and phone calls.
I recently spoke to an insurance agent who said that in this tough economy they have had to shift their strategy. He said during normal years they had about a 15 percent attrition of customers, but they were generally able to attract at least 15-to-20 percent new customers to make up the difference. Now, he said, attracting new customers seems all but impossible, but fortunately the attrition rate is way down and by stepping up service they have almost been able to retain all of their existing customers.