On Oct. 10, the Washington Metropolitan Auto Body Association (WMABA) hosted a training session, “Shop Processes, Culture, and Quality Control While Reducing Liability,” presented by Mark Olson of VECO Experts, at Cabela’s in Charleston, WV.
Attendees were drawn from all over the state, eager to learn about proper documentation and other matters. According to WMABA Executive Director Jordan Hendler, “With vehicles getting more complex and the liability bar raised, it’s important that shops address these issues head-on. The most well-meaning repairer could be one incident away from a legal battle they’d be unsure to win. Knowing your liabilities is one way to protect your business for the future.”
Olson began by navigating a series of questions about attendees’ current processes, discussing their equipment, intake forms, repair data research and more in order to identify areas where they can make effective changes. He identified ways that participants can create a culture dedicated to quality repairs, offering advice to limit shops’ liability through proper documentation. Olson also provided a detailed explanation of his “10-Step Vehicle Quality Process,” including his trademarked Bullet Proof File™.
Sharing case studies that he has encountered during the hundreds of vehicle inspections he has conducted, Olson detailed examples where the file contained proof that the vehicle was not properly repaired. “I got a file for a door replacement once, and I could see by how they wrote the estimate that they didn’t do the proper repair procedures per the OEM. They’d missed several operations that relate to safety, so it was a failure without me even having to leave my office. [In] another example, I got the file and could see in a picture that they didn’t finish the seam sealer, leaving a gap. Even further, another picture [showed] either rust or a gap in the repair of a strut tower – with use of copper primer, also against OE procedures. Once on-site, we found that the welds were wrong, there were other issues, and the forms used for quality control were pencil-whipped.”