“It’s a good idea, but be careful what you wish for,” Olson stated. “How many of you are following OEM repair procedures 100 percent of the time? If you push legislation and you’re not following OEM procedures, you’re breaking the law. The legislation is a really good thing, but the industry is not ready for it. I want to impress upon you: we, as an industry, are not where we think we are.”
The items that should be contained in a bulletproof file include intake photos; the intake form; a log of all notes, texts, emails and other communications; a log of all internal notes (including parts ordering, adjuster communications and supplements), signed authorization; and photos of the damage, parts, repairs, welds, spray-out panels and everything else. The bulletproof file also includes invoices, a properly completed quality control sheet, the final quality control signed by the customer, all estimates and estimate changes, all supplement sheets, and everything used for the repair, including OEM information, glass urethane expiration dates, electronic resets and pre-scans.
Olson also advised shops to implement a 10-step quality process. First, the vehicle must be pre-scanned and diagnostics must be performed. Then, the vehicle should be properly checked in before reviewing all procedures at the time of the estimate. Structural procedures should be provided to the technician during the final repair plan meeting, and then the procedures must be followed and verified. Proper welds should be performed and verified, as should proper corrosion protection. Additionally, during each stage of the process, a QC sheet should be used and completed correctly. Refinish should be performed and verified, and then the final vehicle protection operations should be performed.
Noting that shops are bound to get shot at, Olson asked “Can you withstand the shot? Are your files bulletproof? You have to scan every car. You need to check OE position statements. You have to pull OEM repair procedures before writing your estimate. Every. Single. Time.”
The last P.R.E.P. seminar of the day was “Repairer to Repairer: Realities of Structural Repair and Tooling,” presented by K. Michael Bradshaw of K&M Collision.