Kopriva noted, “Mike did a great job. Talking about where he feels the industry is headed, he told us that he believes many shops will be left behind if they don’t bring their processes up to the standard and prepare for the ongoing advances and changing technology on automobiles. He quoted Wayne Gretzky, who said, ‘Don’t go where the puck is, but where it’s going to be.’ Rather than worrying about where the industry is today, we need to be looking at where it will be in the future. Mike is always really high-energy, so he held the crowd’s attention and everyone really enjoyed his presentation.”
Next, Tim Ronak, senior services consultant for AkzoNobel, presented “Severity Doesn’t Matter,” during which he discussed the effects of working with insurance companies, including unrealistic severity expectations.
Kopriva recalled, “He gave an example of a shop that was a DRP for a major insurer, but they were faced with the dilemma of trying to keep their numbers within severity metrics when the repair procedures called for use of new wheels. The shop knew it would drive severity well above the insurer’s expectations and they’d be taken off the program, but they put the wheels on and indemnified the insurance company, which Tim said is not the business of the collision repair industry. He walked around the room while he presented and really engaged the attendees.”
Although Tracy was scheduled to speak during HABA’s Fall Conference, he had to cancel to be in court that day. However, HABA obtained a copy of the video Tracy made during ABAT’s trade show in September to show attendees. Unfortunately, they ran out of time to finish it, so Anderson promised to send the video to all attendees via email.
During lunch, Dan Parsons, president of the Better Business Bureau (BBB) of Greater Houston, spoke about how shops can better instill trust within the motoring public and build trust with their customer base. He had staff members present and hand out information and answer questions from shops interested in joining the BBB. He also explained that customers can go to the BBB and pull up stats on participating shops to get a historical perspective on ratings and comments.