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Collision Expert Carolinas' Voice of the Industry www.collisionexpert-news.com Volume 23, Number 9 A Division of OAS, Inc. September 2011 INSIDE THIS ISSUE... CIC, Consultant, Seeking Industry Views On Topic Of Industry Repair Standards Make Your SMART Goals WISE Goals Telling The Tale Of The "Neutral Information Provider" Shop Owners Share Experiences Of Trying To Renegotiate Contracts With Information Providers SCRS' Repair Driven Education Draws Support From PPG The Ethnic Factor In Marketing Alllstate To Open Electrionic Communication With Non-DRP Shops Lively Venue Planned For ASRW Welcome Reception Wrangler...Humane Society of Charlotte Automotive Service & Technology Expo ASTE Sept. 30 - Oct. 2, 2011 Friday Saturday Sunday Casino Night Tradeshow Annual Meeting Presented by PERMIT NO. 3307 www.IGONC.com www.ASTESHOW.com CHARLOTTE, NC PAID Charlotte, NC 28226 U.S.POSTAGE 1601 Wandering Way Drive 1.800.243.1560 PRSRT STD COLLISION EXPERT (please see our ad on page 29) 2 Collision Expert September 2011 Table of Contents Collision Expert Published 12 times a year ARTICLE PAGE NUMBER CIC, Consultant, Seeking Industry Views On Topic Of Editor Industry Repair Standards by John Yoswick ..................................................................................... 4, 6-7 John Ogden Make Your SMART Goals WISE Goals by Joelle Jay, Ph.D. .............................................................................. 8 Marketing & Sales Manager Telling The Tale Of The "Neutral Information Provider" by "The Insider" ..........................................................10 Ceil Ogden (704) 365-0710 Shop Owners Share Experiences Of Trying To Renegotiate Contracts With Information Providers by John Yoswick ........................................................................... 13-12 Contributing Columnists Tom Franklin US House Committee Holds Hearing On Insurance Oversight .........................................................................14 "The Insider" PPG Fall MVP Conference Set To "Reveal The Power Of Performance" ............................................................ 16 Joelle Jay, Ph.D. SCRS' Repair Driven Education Draws Support Myles Mellor John Yoswick From PPG Refinish.........................................................................................................................18 The Ethnic Factor In Marketing by Tom Franklin ...................................................................................19-20 Design Staff Andrea CinqMars Advertising Alllstate To Open Electrionic Communication With Non-DRP Shops by John Yoswick ........................................22-23 Sean Pfost Page Layout Crossword Puzzle by Myles Mellor ........................................................................................................24 Printed by Wrangler...Humane Society of Charlotte ............................................................................................... 24 The Gaston Gazette Lively Venue Planned For ASRW Welcome Reception ......................................................................................26 704-869-1821 2,000 Military Children To Benefit From Generosity Collision Expert Throughout North Carolina ...............................................................................................................28 1601 Wandering Way Drive Advertisers Index ............................................................................................................................30 Charlotte, NC 28226 704-365-0710 Any reference herein to laws or government FAX: 704-365-3961 Collision Expert rules and regulations are made solely for information and in no way constitutes a legal interpretation of any legislative or administrative enactment. For advice e-mail: firstname.lastname@example.com www.collisionexpert-news.com Distributed free of charge on a monthly basis to all members of the collision repair concerning the legal effects of any "The information contained herein has been obtained from sources believed to be reliable. However, there is no industry including all independent and franchised dealer body shops, all dealership enactments referred to herein, you should warranty, expressed or implied, made by Collision Expert regarding the accuracy or reliability of this information." parts managers in North Carolina, South Carolina and Southern Virginia, and many consult a licensed attorney, certified public other industry related companies and personnel. accountant or other qualified professional. BODY SHOP ASSOCIATIONS The Carolinas And Notice of I-CAR Planning For The Carolinas And Notice of I-CAR Planning NORTH CAROLINA SOUTH CAROLINA Virginia Southern Virginia Southern Plans are continuously being made to offer I-CAR training classes throughout Plans are continuously being made to offer I-CAR training classes throughout the Carolinas and Virginia. the Carolinas and Virginia. IGONC ASASC I-CAR gives you the technical information you need to keep your competitive Independent Garage Owners Automotive Service Association I-CAR gives collision repair information nationally keep your competitive edge. Leadingyou the technical shop ownersyou need to demand I-CAR trained edge. Leading collision repair have owners nationally demand going to keep technicians. Your people should shop the same training if you're I-CAR trained of North Carolina, Inc. of South Carolina technicians. Your people should have the same training if Sign going the I-CAR up with the leaders. Make an investment in the future.you're up forto keep up SCRS Affiliate ASASC Executive Director with the today. Make an investment in the future. Sign up for the I-CAR program program leaders.For additional information, call the following District Chairs: Shirley Gordon 803-736-1489 today. For additional information, call the following District Chairs: IGONC Executive Director North Carolina Bob Polverenti 800-243-1560 North Carolina 919-782-1560 Charlotte Charlotte Fayetteville Fayetteville Goldsboro Goldsboro Greenville Greenville Jeff Brewer Jackie Reynolds Chuck Snipes Chuck Snipes Samantha Sihto Samantha Sihto Jeff Brewer Jackie Reynolds VIRGINIA NATIONAL (704) 523-4903 (704) 523-4903 (910) 624-5232 (910) 624-5232 (919) 735-8432 (919) 735-8432 (919) 219-3035 (919) 219-3035 Hickory/Western NC New Bern Raleigh/Durham Sandhills Hickory/Western NC Rodney Barnes TonyNew Bern Wolter Raleigh/Durham Pat Overton Bob Dyer Sandhills Norfolk Automotive Service Association Rodney Barnes (828) 231-0128 671-6844 (252)Tony Wolter (919) 533-3123 Bob Dyer (910) Pat Overton 692-9047 Hampton Rds Autobody Association ASA 817-283-6205 (828) 231-0128 (252) 671-6844 (919) 533-3123 (910) 692-9047 Triad (Greensboro/ Wilmington Southeast Region Manager John Shoemaker, Pres. 757-838-5450 Winston-Salem)(Greensboro/Winston-Salem) Triad Michael Edwards Wilmington German Mejia Society of Collision Repair Specialists Mike Drummond (910) 431-0002 Michael915-2854 Wayne Cook, V.P. 757-627-3774 (336) 580-1790 Mike Drummond (920) Edwards Carol Dail, Treasurer 757-488-0040 SCRS 877-841-0660 (336) 580-1790 (910) 431-0002 Tammy Trexler, Sec. 757-652-0958 South Carolina Southeast Region Manager ................... German Mejia (920) 915-2854 Coalition for Repair Excellence South Carolina Camden/Sumter Charleston Columbia Greenville and Richmond theCCRE Sarah Myers Ronnie Duncan Suezanne Perry Spartanburg Camden 803-432-3814 Charleston 843-573-1495 Columbia Greenville and Spartanburg 803-865-1515 Washington Metropolitan Auto Body Assn. Dana Semeit 877-700-7743 Dale Robertson Sarah Massalon Kevin Younglund Suezanne Perry Dale Robertson (864) 238-4823 WAMBA Executive Director 803-432-3814 (843) 974-6572 803-957-1570 (864) 238-4823 Jordan Hendler 804-789-9649 Myrtle Beach/Conway North Augusta/Aiken/Augusta, GA National Auto Body Council Ricky Prosser Greg Kitchens Brad Whiteford, Pres. 757-538-1400 Myrtle Beach/Conway 706-799-1581 Sumter 843-349-3582 North Augusta/Aiken/Augusta, GA NABC 888-667-7433 Ricky Prosser Keith Brown Jennifer Anderson Virginia 843-349-3582 706-722-7222 803-469-4560 Virginia Automotive Legislative Committee Collision Industry Conference CIC Virginia Fredericksburg Harrisonburg Northern Virginia Beach Wendy Brent Bill Ortiz Virginia and Peninsula Doug Conner 804-512-0500 Jeff Hendler 509-543-7773 Fredericksburg (540) 286-4540 Harrisonburg Northern Virginia Virginia Beach and Peninsula (540) 433-9775 Jim Ratcliff Jennifer Annetta Wendy Brent Bill Ortiz Jim Ratcliff 455-0181 (703) Jennifer Annetta (757) 737-0582 (540) 286-4540 (540) 433-9775 (703) 455-0181 (757) 737-0582 September 2011 Collision Expert 3 Genuine Guaranteed Fast Service Good People Chevrolet Parts Quality Modern Chevrolet Company has been in business under the same ownership since 1933 and has one of the largest parts departments in the General Motors organization. Our stability, size and WE DELIVER! 55,000 GM Part Numbers in Stock Same Day UPS for ordered called in by 5:00 Dedicated Delivery on our trucks Experienced Professional Staff 1-800-334-0165 Modern Chevrolet 5415 Kelley-Moore Drive Winston-Salem, NC 27105 Fax: 336-727-4809 Family-Owned Since 1933 www.ModernAutomotive.com 4 Collision Expert September 2011 CIC, Consultant, Seeking Industry Views On Topic Of Industry Repair Standards about 10 of the 40 interviews — will examine if there is support other industries and in the collision about half with repairers and half for the idea of a standard-setting repair industry in other countries. with those in other segments of body, and if so, how that body could He said he is also looking at what the industry — that he anticipates be structured and funded. As part various segments of the industry doing to prepare the report for the of the research, Condon also will view as "deal-breakers" in the committee. That report, he said, examine standard-setting entities in concept. CIC Data Privacy Committee Rolls Out Two Important Industry Surveys The Collision Industry Conference (CIC) Data Privacy Committee rolled out two important Industry surveys at the CIC meeting in Salt Lake City on July 21st in response to the concerns with data privacy of collision repair industry estimating and management system data. by John Yoswick Tony Passwater, Chairman of the Data Privacy Committee, states, "The possible unauthorized usage of the data we generate using collision The skittishness among some in estimating and management systems is a major concern of many within the industry about how formalized the industry. Not only is the vehicle owner affected, but the concerns repair standards may be developed are also echoed by repairers and insurance company representatives." or implemented was evident during For this reason the committee has been working on two information Mike Condon discussion at the most recent gathering surveys to identify the sources where the data is going, how it Collision Industry Conference (CIC). is protected, and to gather verification of the cases where the data has "We want to flesh those out At the meeting, the CIC- been possibly "leaked" inappropriately. so we don't go down a path that formed Repair Standards Advisory The first survey is designed for providers of products and services ultimately will not work," Condon Committee offered an update on to the collision repair industry that are currently capturing, storing, said. its work, including the hiring of or transmitting data from computerized estimating systems and/or Speaking for the Society of a consultant to build a business management systems. The second survey is designed for anyone with Collision Repair Specialists (SCRS) case for the development and first-hand knowledge of cases where specific repair information is and the Alliance of Automotive implementation of formalized reported outside the internal usage of the repairer generating it with Service Providers (AASP), Aaron standards. their estimating and/or management system unexpectedly, or without Schulenburg of SCRS said the two Ru s s T h r a l l , p u b l i s h e r o f authorization. groups "believe standards are both CollisionWeek and a past CIC The survey links can be found on the CIC Website under the Data necessary and a good thing," but chairman and who co-chairs the Privacy Committee Section. We encourage all providers of products and have concerns about the approach advisory committee, said the goal of services to the collision repair industries that are capturing estimating the CIC committee is taking. the consultant's work is to present and/or management system data to complete the Products/Services "Our members believe there a report by November about what Survey. We also encourage anyone with first-hand knowledge of where are standards that exist today," consensus exists within the industry specific repair information is reported outside their internal usage, Schulenburg said. "They view the about standards and a possible please complete the Validation Survey. (automaker) recommendations new organization to oversee the and procedures as the standard. development and implementation All upcoming meeting information and previous presentations That standard is not followed of standards. are available on the CIC website: http://www.ciclink.com every day because while that's the Thrall said that as of mid-July, the overwhelming view of repairers, not committee had raised $26,600 of The Collision Industry Conference (CIC) is a forum where collision industry every industry segment recognizes the $60,000 it needs in sponsorships stakeholders come together to discuss issues, build broad understanding, that or agrees with that statement. for the consultant's work and the find common ground and communicate to the industry at-large, findings and And some of those other industry development of an industry forum possible solutions. segments and participants who on the topic in November. More than don't necessarily support that as the 50 percent of the 21 sponsors to CIC ADMIN OFFICE standard are involved in this activity date are collision repair businesses, .O. P Box 2757 Tri-Cities, WA 99302 and committee, and that is cause 38 percent are suppliers and less Phone: 509-543-7773 for concern." Email: firstname.lastname@example.com Thrall said those opinions are than 5 percent are insurers. Website: http://www.ciclink.com Mike Condon, whose consulting part of what Condon's research is firm has been hired by the committee, said he has conducted (continued on page 6) September 2011 Collision Expert 5 MODERN TOYOTA PARTS GENUINE TOYOTA PARTS COMPETITIVE PRICING KNOWLEDGEABLE STAFF WE DELIVER Modern Toyota Winston-Salem, NC Fax: 336-785-8463 1-800-642-0808 Email: firstname.lastname@example.com www.ModernToyota.com Family-Owned Since 1933 MODERN NISSAN PARTS GENUINE NISSAN PARTS COMPETITIVE PRICING KNOWLEDGEABLE STAFF WE DELIVER Modern Nissan Winston-Salem, NC Fax: 336-727-4809 1-800-722-9386 www.ModernNissan.com Family-Owned Since 1933 6 Collision Expert September 2011 Views On Industry Repair Standards... (continued from page 4) designed to capture, and that the While some CIC participants at "There isn't even general State Farm, others offer updates associations' volunteer leadership the July meeting in Salt Lake City, consensus within the executive In other news and discussion at are among those slated for Utah, raised questions or concerns committee," Biggs said. "I can tell CIC in Salt Lake City: interviews. about the consultant's research you that's what Mike's charter is: to process or the questions being asked see what people's opinions are." George Avery of State Farm said in interviews, Rollie Benjamin, CEO the insurer is continuing to work of ABRA Auto Body & Glass, called Dale Delmege, another former on an electronic parts ordering that "micromanaging the process." CIC chairman who has been asked system it will require its Select "I trust Russell, I trust Mike. by the committee to raise the Service shops to use. "The repairer I think they will do a good job," additional $33,000 needed for will continue to have a choice Benjamin said. "I think they'll come the project, urged repairers to on who they buy parts from, and out with the information we need donate $100 per facility (insurers they will have control over which to make a good decision on whether and vendor sponsors are also being parts they buy, regardless of the we move forward or not. Let's let sought) for the effort. Delmege price," Avery said. "We are not these guys do their job." said he sees the consultant's work interested in purchasing parts. What Scott Biggs of Assured as having no bias toward shops, we're interested in is helping the Performance Network, who also insurers or automakers. He also said industry smooth out the process. is part of the leadership of the his research of the repair standards We believe in quality, efficiency committee, said he understands program in the United Kingdom and competitive price. As you know, that the standards issue may be indicates it has been positive for the we have a scorecard that we use to "threatening to so many different industry. evaluate performance across the organizations because it is such an "They transformed their industry board in those three categories. So enormous issue." But he said those —about an hour and 15 minutes that's why we think the repairer is with concerns should understand before regulators 'helped them' do the best person to make the choice that opposing viewpoints are held so," Delmege said. "Those people on parts." Russell Thrall and being voiced even among those over there are pretty happy about leading the effort. where they got to." (continued on next page) September 2011 Collision Expert 7 Views On Industry Repair Standards... (continued from previous page) "recommendations" to instead offer technicians are Hispanic, it will electronic communication process much more specific "requirements soon release a Spanish glossary between repairer and shop. on what process, procedure and/ of collision industry terms. The I-CAR's Jeff Peevy said 11 or components...should be used in glossary, which will be downloadable percent of shops in the United a repair." and searchable, was funded in part State have achieved the "Gold Class by a grant from AASP . Professionals" designation, and another 20 percent are involved in The CIC Insurer-Repairer some level of consistent technician Relations Committee released a training. But 69 percent of shops, draft of what the committee is he said, have no consistent training compiling as elements of the "most for technicians "yet they claim beneficial and productive repairer- to do collision repairs." He urged insurer relationships." Those more insurers to require their DRP elements — 11 of them in the current shops to maintain the Gold Class draft, some of which apply to non- designation. "If you do not require direct repair program shops as well training of those shops that are –— include an explicit outline of the doing repairs for you, you need key performance indicators (KPIs) to consider the rapid changes (in used to measure shop performance; vehicle design and materials)," consistency between corporate Peevy said. "You cannot properly George Avery and field employees regarding repair a new car accidentally any the selection and retention of more. You just can't do it." Doug Craig, collision repair DRP shops; an unbiased dispute •••• manager for Chrysler, said Chrysler, resolution process with a designated John Yoswick, a freelance writer based Ford and some other automakers are Doug Craig point of contact to resolve issues in Portland, Oregon, who has been working to "commonize where we "free of the fear or reprisal': writing about the automotive industry can" some of their "approaches to The National Auto Body Council communication to the consumer since 1988, can be contacted by email at different repairs." He said Chrysler said because 20 percent of all about the relationship between firstname.lastname@example.com. also will be moving away from collision and mechanical repair insurer and shop; and a streamlined RICE TOYOTA 1.800.849.2775 2630 Battleground Avenue Greensboro, NC 27408 Monday – Friday: 8am to 6pm • Saturday: 8am to 4pm Serving North Carolina & Virginia • FREE Delivery! Access to All Car Line Parts • Experienced Professional Parts Personnel 1.800.849.2775 Local Parts Fax 336.288.7215 26 866.328.8026 Parts Email firstname.lastname@example.com 8 Collision Expert September 2011 Make Your SMART Goals WISE Goals You can also use smart goals Written This may be the biggest to help integrate your work and Writing your goals is a critical differentiator between SMART home lives to find better balance: step — and one many people miss. and WISE thinking. Spending too 2. Leave work (a specific, Writing forces you to be clear in your much time and energy boxing your action-oriented verb) by 6:00 p.m. thinking. It allows you to look at objectives into a hard and fast three times a week (a time-bound your plans with objectivity. It instills formula can squeeze the life right commitment that is realistic and commitment and puts your thoughts out of them. Some examples: measurable). in a durable form you can revisit Smart goals are just as helpful again and again. SMART GOAL– Schedule team- in your personal life: building and strategic planning 3. Go on a date with my wife (a Integrated off-site by end of January specific, action-oriented verb) at Integrating your ideas means WISE GOAL –Transform my least twice a month (a time-bound bringing them together in the same staff into a team of inspired, commitment that is realistic and place so you can look at them all empowered partners measurable). at once. Allow your personal and All of these goals illustrate professional lives to intermingle. It's SMART GOAL – Leave work by how the SMART criteria get you okay if right under "increase profit 6:00 p.m. three times a week, to be very concrete about your share" you have "get more rest." organize my office and work with by Joelle Jay, Ph.D. goals, which makes them easier They both improve your quality of my assistant to find new planning to attain. life. They both contribute to your system within one month from As a leader, you're used to T h e p r o b l e m w i t h S M A RT definition of success. You get to have today setting goals. But are the goals thinking is that it has a tendency it all. There are no rules. You make WISE GOAL – Feel in control of you're setting really as powerful as to limit instead of inspire. SMART it up. my life they could be? goals can work against you if: Goals help us to cut through the Synergistic SMART GOAL – Go on a date clutter of a crowded mind and keep • You neglect to write them and Whereas integrating your goals with my wife at least twice our thoughts on the things that keep them fresh. means bringing them together, a month and tell her why I matter most. They help us focus. • They're isolated from other synergizing means making them appreciate her at least once a day To be effective, you can't just set important parts of your life. work together. Synergy happens starting August 3rd random goals the way many people • They conflict or compete. when one idea advances another. WISE GOAL – Fall in love again do — long lists of wishes that pop up • They lack spirit and conviction. Keeping a vision of what you want at random and eventually fall away. in mind when you think about your The best goals are both "smart" You can be smarter than that with To avoid these pitfalls, make goals will help create that synergy. a n d " w i s e . " S M A RT t h i n k i n g your goals. Wiser. This article shows sure your goals are both SMART and You really lose something when gives your goals specificity. WISE you how. WISE. you decouple your goals from your thinking gives them heart. vision; they become just another Every good leader has goals. In the business world, we've WISE Goals prioritized list. Your goals will help you stay on been trained to set SMART goals: 'WISE' stands for: The most powerful and peaceful track to achieving your bigger way to think about your efforts is to vision day after day, and the • Specific see how they can coalesce into one "SMARTer" they are, the more • Written • Measurable complete vision for your life. productive you'll be. However, • Integrated • Action-Oriented make sure that your goals are also • Synergistic Expansive WISE enough to inspire you, excite • Realistic and • Expansive Think big. Your goals should you, and move you in new and • Time-Bound inspire you to stay on the path to your exciting ways. You will find you There's value in that. "SMART" Using these criteria to improve dreams, not lock you into a pattern don't just meet your goals; they'll goals have helped many people your goals will transform them into of ticking off bite-sized action items actually better you. move from vague unattainable a more powerful approach. from here to retirement. •••• goals to clear, specific action. You Joelle K. Jay, Ph.D. (http://joellekjay. might want to use this standard to com/) is an executive coach specializing transform your commitments into in leadership development and the powerful goals. Shouldn't YOU author of The Inner Edge: The 10 Here are some examples of Practices of Personal Leadership, in SMART goals that meet all of these Be A Member? which shows leaders how to improve criteria. This first example shows their effectiveness by learning to how you might use a smart goal at Membership Information lead themselves. Her newsletter, work: Society of Collision P.O. Box 909 The Inner Edge Quarterly, offers 1. Schedule (an action-oriented Prosser, WA 99350 articles, exercises, tips, quotes, and verb) team-building and strategic Repair Specialists success stories from real leaders to planning off-site (specific activities) 1-877-841-0660 help you excel. To register, please by end of January (a time- www.scrs.com email@example.com visit www.TheInnerEdge.com and bound date that is realistic and click on Newsletter, or email Info@ measurable). TheInnerEdge.com. September 2011 Collision Expert 9 GM Auto Center 1400 S. Stratford Rd. • Winston Salem, NC • 27103 The ONLY dealership in the SouthEast that has parts for 7 franchises in ONE location! Flow Buick GMC Flow Saturn Authorized Service Center for Saturn Flow Chevrolet Flow Cadillac Flow Saab Flow Hummer Call TODAY to learn more about our special promotions! Give our friendly & experienced wholesale specialists a call at: 336-760-7038 or 1-800-GMbuilt (462-8458) * Yo ccount fo r Your first $1000 order qualifies your account for M Collisio n Pa rts. Parts. up to a 30% discount on GM Collision Parts . 10 Collision Expert September 2011 Telling The Tale Of The "Neutral Information Provider" by "The Insider" The fairy tale ends and the nightmare begins for the shops. "The Insider" is an auto insurance Maximillion is trying to serve two company executive who wishes to masters. Unfortunately, it's not remain anonymous. possible. Shops and insurance This column reflects solely the companies have different interests opinion of The Insider as it offers an and needs. The once-neutral unvarnished look at various issues information provider is being pulled impacting in two different directions. the collision industry. I think everyone knows who prevails. Maximillion could lose millions if he chooses to side with In the Middle Ages, civilians the shops. Right or wrong, he is didn't have computers, television, heavily influenced by the insurance radio, Pong or even ping-pong. So companies. Although he attempts what did they do for entertainment? to remain neutral, it's nearly One tradition was story-telling. impossible in a world where money The great thing about telling such drives most decisions. tales was that you were forced to use your imagination. Although it's Now use your imagination important to note that you weren't Fairy tales often have a happy If we were in Medieval Times, as to what happens next. Over expected to believe everything ending and tell us about a world our story would have ended and the the next 30 years, the strong that was being said. where anything is possible. The tale hero would ride off into the sunset influence of the insurance I'm about to tell you is about the with a beautiful maiden on the back companies is evident in all three "neutral information provider." of his horse. But because we've major estimating systems. We've A Work Of Art. This tale begins in the 1980s, witnessed computers, television, witnessed and experienced around the time of the first radio, Pong and ping-pong (and the so-called enhancements electronic estimating system. For even a newer non-technology- to the systems, enhancements decades prior to the advent of driven version of Pong rife with that were clearly designed for electronic estimating, shop and alcohol), we have something else one purpose: to appease the insurers slaved away preparing they didn't have in the Middle Ages: demands and suggestions of an handwritten estimates. Along came "reality." It's difficult to use your insurance company. a brilliant man named Maximillion. imagination and dream big when That isn't a fairy tale. It's the He believed that there was a you know it's virtually impossible reality of what has transpired. faster and more accurate way to to have a happy ending with an Shops should be outraged. They prepare an estimate. He thought he information provider. should be sending a strong could equally help body shops and Our story resumes with our very message back to the information insurance companies through the own superhero Maximillion looking providers and take action where Isn't it time others see her use of technology. Because this new to expand his very profitable appropriate. Being neutral the way you see her? idea would benefit both parties, he business. The challenge is that he should not be a choice but a thought he would be able to sell now has competition. As a result, requirement. Fiberglass Quarterpanel Extensions. this new product to two different he is losing customers. Max is faced Shops and insurers alike Replica Plastics of Dothan designs, tests customers. In fact, he could charge with making his first big decision pay a lot of money to the and manufactures over 400 quality parts the same amount to each. It was since deciding to go into business: information providers. The for GM cars including Buick, Cadillac, Oldsmobile, Pontiac and Chevrolet. Our the start of the now over-used term Does he sell his product one at a estimating software should not affordable quarter panels install in minutes, "win-win." All he had to do was find time to 60,000 body shops spread be influenced by any one group without having to remove the rear bumper, a way to take estimating books and all across this free and beautiful or groups. These companies and come with a full lifetime warranty. put them in an electronic format. country, or does he sell it to a should provide information — Contact us today for a complete listing of In a matter of three weeks, handful of insurance companies? not a service where the highest parts and prices. he created a robust software I think we know which route Max bidder decides what's added application. He spent the next few took. The path of least resistance, or modified to the database or months selling his product to insurers of course. system. and repairers alike. Everyone in the The insurance companies country adored him. He was a hero purchased the estimating system •••• living the American dream. He was and required shops to buy the The Insider is a corporate-level P.O. Box 1147 Dothan, Alabama 36302 making far more money than he ever program as a requirement to be executive with a Top 10 auto insurer in P: 800-873-5871 dreamed possible. Life was grand. on their direct repair program. the U.S.. Got a comment or question F: 334-792-1175 Who would have imagined that Maximillion's profits soared and you'd like to see him address in a future W: replica-plastics.com E: firstname.lastname@example.com putting a book into a computer could so did the insurance company's column? Email him at Auto.Insurance. make so many people so happy? leverage. email@example.com. September 2011 Collision Expert 11 12 Collision Expert September 2011 This Symbol of Quality... ...Speaks for Itself... Shop Owners Share Experiences Of Trying to Renegotiate Contracts... (continued from page 13) the insurer was no longer using Beware of automatic renewals signed the agreement for an "I now have it on every (that system)," Schaefer said. "I Scott Johnson of Greensboro estimating system — even those calendar in the office to cancel understood that they had some Body Company in Greensboro, his shop already had another the contract by sending them a up-front implementation costs that N.C., said the caution he would one — in order to participate in a letter 90 days, 60 days and 30 days had to be covered, but a 4-year offer is that shop owners remain particular DRP. When he decided before the end of this contract," contract for a product I wasn't using aware of when any software to part ways with that DRP, he he said.. was ridiculous. Their excuse was contracts end. Such contracts, called the information provider •••• they had stockholders to protect. he said, often include automatic to say he no longer wanted John Yoswick, a freelance writer based in My thought was: How about your renewal clauses, and if you make that second system — only, like Portland, Oregon, who has been writing customers and the industry?" even one payment beyond the Johnson and Hackleman, to find about the automotive industry since Today, almost $42,000 later, term of the original contract, it out he was several months into an 1988, is also the editor of the weekly Schaefer said, he is almost done automatically renews for another automatic renewal period. CRASH Network (for a free 4-week trial paying off that obligation. year or more. "The only answer I could get subscription, visit www.CrashNetwork. " I t 's a s h a m e w h e n t h e s e John Hackleman of Hackleman was, 'Sorry about your luck,' and com). He can be contacted by email at companies don't respond with the information on what page in the firstname.lastname@example.com. Auto Collision Repair, in Danville, same reasonable ethical business Ind., concurred. He switched contract that was so I could get practices we expect of ourselves shop management systems last my magnifying glass out to look at and business partners in general," year, and told the previous system the clause," the shop owner said. Schaefer said. provider he no longer needed the He now considers himself lucky support he was paying for every that the information provider soon month. upgraded to a new system. When "I found out that although we representatives of the company were well beyond our original contacted his shop to see why it contract, it renews automatically hadn't converted over, the shop in one-year increments," owner told them he wasn't using Hackleman said. "I discovered it and didn't want it. this at my anniversary month but "The next day a lady called and had not given them the 30-days' said she could not get me out of notice to stop as required in the the contract but could put me into contract. So I was required to pay a less expensive alternative," the for an additional year and was not shop owner said. "I am now paying able to change their mind." about a third of what I had been Another Indiana shop owner, paying." EXCELLENCE who also asked not to be His recommendation: First identified, said he actually had thing upon signing a new contract, THROUGH some success in renegotiating take the low-tech approach to a contract with an information knowing when you are able to get TRAINING Steve Schaefer provider. Like Schaefer, he had out of it. September 2011 Collision Expert 13 Shop Owners Share Experiences Of Trying To Renegotiate Contracts With Information Providers read the fine print — or negotiate years — the information provider system, signing a 4-year contract clauses for additional rights to has refused to accept any changes with that system provider for three end even something as seemingly to the 40-plus months that remain of his shop locations. innocuous as a software contract on the shop management module "Having been burned before, a — have cost some shops tens of contract. clause was added to the agreement thousands of dollars. "I've never have even had the such that if I ever ceased to A shop owner in California, for program turned on," the shop owner participate in that specific insurer's example, has been disappointed in said. "They already have a year- DRP program, the contract could be the response he has received from and-a-half of my money. I said they terminated," Schaefer said. one of the Big Three information can keep the amount I've paid but What happened, however, was providers to his requests over the just cancel it from there on. But that a few months later, the insurer past 18 months to renegotiate they want it all. I know if I ran my switched to a new information his software contract. The shop business like that I would be out of provider, requiring its DRP shops to owner, who asked that his name business." use a different system than the one not be used, said he purchased a the insurer had previously required. complete package — hardware and Stuck in contract after DRP Schaefer said he was among the software — from the provider, but changes similarly-situated shops that asked realized shortly after he did so that Steve Schaefer is only too familiar the first information provider for he did not intend to the use the with being locked into a contract some sort of release or relief from shop management module of the with an information provider. the contract for the system they no by John Yoswick package. Schaefer is the president of Schaefer longer needed or wanted. "We're not a large enough shop Autobody Centers, which operates "I was told I was bound to the The experiences of a number of to benefit from the time I'd have six shops in the St. Louis, Missouri, full term of the contract since I was shop owners around the country into using it," the shop owner said. area. Four years ago, he said, the still participating in the insurer's serve as a good reminder to always While he wants to continue using company joined an insurer direct DRP program, despite the fact that understand the terms of any the company's estimating system repair program that necessitated contract you are signing. Failure to — as his shop has for more than 15 that he add a particular estimating (continued on previous page) ATTENTION BODY SHOPS NOW AVAILABLE! Parts email: firstname.lastname@example.com Parts Direct line: Toll Free (Main dealership line) Parts Fax: 704-659-2030 800-MR-TOYOTA) (678-6968 704-659-2062 Hours: Mon – Fri: 7am – 9pm Sat : 7am – 7pm 14 Collision Expert September 2011 U.S. House Committee Holds Hearing On Insurance Oversight Consumer Group Reports States Aren't Doing Enough The House Committee on Insurance Division and president All of the witnesses touched on about individual insurers in the Financial Services' Subcommittee of the National Association of the new Federal Insurance Office same way that Home Mortgage on Insurance, Housing and Insurance Commissioners (NAIC); (FIO) created under the Dodd-Frank Disclosure Act data are collected Community Opportunity recently and Greg Wren, a Republican Wall Street Reform and Consumer and published for lenders' market held a hearing on Insurance member of the Alabama House Protection Act. performance." Oversight: Policy Implications for of Representatives and treasurer Voss made the following remarks Furgatch, on behalf of Property U.S. Consumers, Businesses and of the National Conference of regarding the FIO: "The Dodd- Casualty Insurers Association Jobs. Insurance Legislators. Other Frank Act requires FIO to issue a of America and the National The first panel of the hearing witnesses included Birny Birnbaum, report on insurance regulation … Association of Mutual Insurance included John Huff, director executive director of the Center The report will include legislative Companies, made comments of the Missouri Department of for Economic Justice; and Andrew recommendations and look at the regarding the McCarran-Ferguson Insurance, Financial Institutions Furgatch, chairman, chief potential for federal regulation Act: and Professional Registration; Susan executive officer and president of of insurance. We hope the report "Since the mid-1800s, U.S. Voss, commissioner of the Iowa Magna Carta Companies Inc. will be honest and factual, but property casualty insurers have we continue to believe there is been regulated by each of the an inherent conflict in an office of states in which they conduct the Treasury Department studying business. By adopting the McCarran- ways to further empower itself. Ferguson Act in 1945, Congress Crash Hunger Program Raises While the national state-based system of insurance regulation has endorsed state oversight of insurance. State regulation seeks to Record Funds And Awareness successfully protected the interest of consumers for decades, state ensure that insurers will be solvent to pay their policyholders' claims At Collision Industry regulators recognize that, like any regulatory system, it is not and protects consumer rights with respect to privacy and insurance Conference perfect and we are open to hearing any suggestions FIO may have coverage. During the recent financial crisis involving troubled The Collision Industry Foundation (CIF) "Crash Hunger" program was for improvements. To date, the banks and securities firms, fiscally a kick-off highlight at the recent Collision Industry Conference (CIC) NAIC has had a good relationship prudent regulatory oversight by meeting in Salt Lake City, Utah. Ginette Bott, Chief Marketing Officer of with FIO, and we look forward to states was found to be effective in the Utah Food Bank, gave an insightful presentation about hunger needs continuing that relationship going safeguarding insurance purchasers and how the industry can give "time, food, or money" to help bridge the forward and working with our and ensuring the financial strength gap in any market. friend and former colleague, Mike of U.S. insurance markets and The CIC reception hosted the Crash Hunger program and raised in McRaith." (Director of the FIO.) businesses." excess of $3,650, which will be split between the national initiatives, Birnbaum spoke on behalf of Furgatch also made comments such as Feeding America and the Utah Food Bank, as part of the consumers, stating that consumers regarding the FIO: "The creation continuing "Leave Something Behind" program. Leave Something weren't receiving enough of the new Federal Insurance Behind has been an initiative between CIC and CIF to leave behind a protection and consideration: Office marks the first time that the charitable contribution in several visited cities. This is the largest sum of "In the vast majority of states, federal government has had any funds ever raised at a CIC meeting for charitable causes. there are no consumer organizations general oversight authority over the "The outpouring of support was awe-inspiring," commented CIF focusing on insurance issues other insurance industry. While Congress Chair Bill Shaw of PPG Industries, "I am overwhelmed at how much this than health insurance. So, for the was careful to state that the FIO program has hit home with so many in our industry. Additionally, we are vast majority of regulatory issues, will have no regulatory authority, extremely proud of our donation pad campaign. It is an excellent way there are no consumer perspectives it does have substantial powers for shops to engage their customers through a charitable means. They to balance out the many industry to study, collect information and can make a $1 donation with every car they fix and raise awareness of voices pushing for the industry issue reports on various aspects their personal efforts in the fight against hunger in America." policies. Even when there is a of the insurance industry as well Donation pads are available for Crash Hunger through CIF at any time. consumer voice, it is typically as to pre-empt state laws in Each pad is $50 for 50 sheets at $1 donation per sheet. All businesses outnumbered and outspent by limited circumstances where they are encouraged to have a donation pad at each location. They are asked massive amounts." conflict with Treasury-negotiated to display each "bought" donation sheet on their wall, thus encouraging Birnbaum also went on to list international agreements. One greater participation by their customers. They may also display the auto insurance redlining as a of the most significant potential employees' names as the donors if they so desire. market problem not identified areas for abuse is FIO's authority To order pads or for more information about this program, please by state insurance regulators. to collect information on the contact the CIF office at (804) 427-6982. Each pad is $50 with no limit To improve market regulation, insurance industry." on the number of pads that may be purchased. Credit cards, checks and Birnbaum suggested state insurance To see full testimony from the money orders accepted. regulators "collect and publish hearing, visit ASA's legislative detailed market performance data website at www.TakingTheHill.com. September 2011 Collision Expert 15 16 Collision Expert September 2011 PPG Fall MVP Conference PPG'S Fronzaglia Named Set To "Reveal The Power Of Goodguys Woman Of The Year Performance" For Support Of Rod And Custom Cars Dynamic keynote speakers, engaging interactive seminars and PPG's Cristina Fronzaglia, manager of marketing and communications workshops, and networking with peers and industry partners are all on for automotive refinish, was named Goodguys 2011 Woman of the Year the agenda for the upcoming PPG MVP Business Solutions Conference during a special ceremony at the 14th annual Goodguys PPG Nationals taking place September 18-20, 2011 at the Sheraton New Orleans Hotel recently held in Columbus, Ohio. located in the heart of the "Big Easy." Intended for owners and managers of collision centers using PPG Refinish products, the biannual conference i s p a r t o f P P G 's commitment to provide cutting-edge business thinking and solutions for its MVP customers. The conference's theme, "Reveal the Power of Performance," reflects that commitment and focuses on the timely matter of how collision centers can maximize their overall performance and profitability in the current economically challenging environment. "At PPG, we are constantly looking for ways to bring value to our customers; it's something we are very committed to," said Jim Berkey, PPG Automotive Refinish, director, MVP Business Solutions. "We are also excited about the opportunity to learn, exchange ideas, and grow stronger with our customers and preferred collision vendors. That's The Goodguys Woman of the Year award, presented annually since what makes conferences like this one so important." 1991, recognizes a female industry executive who serves to preserve the The theme, "Reveal the Power of Performance," is carried through integrity and growth of the hot-rodding industry. the conference's keynote addresses, seminars, and workshops as each With more than 70,000 members, Goodguys is the world's largest rod event centers on a performance-related component and its impact on and custom association, known worldwide for its events widely attended a shop's business. Valuable information and ideas will be presented by enthusiasts of hot rods, custom cars, classic cars, trucks, street and shared, all clearly intended to help a shop improve its bottom line machines, and muscle cars through 1972 vintage. through measured performance-accelerating processes. "The fact that the Goodguys association chose to recognize Cristina Prominent speakers Greg Horn, Ross Shafer, and Chris Andreoli for her contributions is well-deserved," said John Outcalt, vice will expand on the theme by offering substantive strategies that can president, global automotive refinish. "As a valued member of our accelerate performance. Horn, vice president of industry relations at refinish team, she has a very special talent for getting people excited Mitchell International and a regular contributor to Auto Body Repair about paint, color, and all its possibilities. She really knows how to make News and Property Casualty 360, will discuss trends affecting the PPG shine in any environment." industry and individual shop performance, while noted author Shafer In presenting the award to Fronzaglia, John Drummond, Goodguys' will point out why being relevant to your customers and team members communications director, remarked how "her acute sense of color and is the only way to grow during a recovery. Andreoli, corporate claims taste, her creativity and boundless energy as a promoter of our industry director, repair shop and industry relations for Progressive Insurance, made her an easy choice for the prestigious honor. Cristina embodies all will present the insurance perspective on improving shop operations. that is good about the hot-rodding industry. Goodguys, as well as the Interactive workshops and seminars led by PPG MVP staff and entire automotive aftermarket, is richer for her many contributions." industry experts will focus on the diverse factors—from employee In accepting the award, Fronzaglia said, "It's our job to help the relationships and Lead and Lag measures to social media marketing custom car creators' and rebuilders' dreams come true by providing and more—that directly affect collision center performance. Attendees them the exact color that matches their vision of a project." will have opportunities to examine their current business structure and Fronzaglia, who joined PPG in 1993 as a sales trainee, served in a determine what steps are needed to moderately adjust or radically variety of sales and product-management roles before being appointed revamp their approach to establishing a true performance-oriented communications manager for automotive refinish in 2005. That led to business model. In the end "Reveal the Power of Performance" becomes her in-depth involvement with the rod and custom industry. more than a theme; it offers a dynamic pathway to improvement. In addition to marketing and promoting PPG's refinish paint brands For more information about the MVP Conference, including details to collision repair centers and commercial operations across the United of seminars and workshops, call 866-237-8178 or visit www.ppgmvp. States, she also leads the promotion of PPG's Vibrance Collection® of com. Online conference registration is now open. Attendance at the custom colors and paint systems geared for rod and custom stylists, as conference is open to owners and managers of collision centers using well as restorers of classic automobiles. PPG Refinish products.. September 2011 Collision Expert 17 18 Collision Expert September 2011 SCRS' Repairer Driven Education Draws Support From PPG Refinish For the second consecutive content with a program led by Jim about helping promote education SCRS and PPG have a few additional year, PPG Automotive Refinish has Berkey and Mark Mueller entitled to the collision repair community special activities in discussion to demonstrated support of collision Load Leveling — The hidden enabler with SCRS this fall," said John make this year's experience at the industry education programs for shop performance, PPG is the Parran, director, marketing, PPG SEMA Show an even more compelling through their involvement with first company ever to support Automotive Refinish. "Education is a proposition for collision repairers. the Society of Collision Repair the program at the prestigious key part of the value-added services All I can say is keep your eyes out for Specialists (SCRS) hosted Repairer Doctorate Level, truly marking the we deliver to our customer base, more information, and make sure to Driven Education (RDE) series company as a valued 'partner' in the and it is an honor to be a part of register for the education classes during the SEMA Show in Las Vegas. education series. the growing and unique opportunity early!" In addition to contributing course "All of us at PPG are excited SCRS has put together with RDE. For more information on SCRS Last year we saw great value for the RDE series visit www.scrs.com, or to industry from our involvement, and register visit www.semashow.com/ it was an easy decision to continue specialevents. PPG Industries Foundation our support in 2011." Complimenting the education •••• Supports Student Success held each day of the SEMA Show, PPG will also co-host the much About PPG: BRINGING INNOVATION TO THE SURFACE.™ Coaching Program anticipated Afterburner evening PPG Industries' vision is to continue event with SCRS in the Las Vegas to be the world's leading coatings and specialty products company. Through Hilton Sky Villas, immediately leadership in innovation, sustainability The PPG Industries Foundation has donated $5,000 to Franklin following the headline presentation and color, PPG helps customers in University, one of the leading educators of working adults, for its Student on Thursday, November 3rd. This industrial, transportation, consumer Success Coaching program. The program is designed to help increase evening function will deliver an products, and construction markets success for university students, who are working adults in Central Ohio. unparalleled opportunity to take in and aftermarkets to enhance more "We are grateful to PPG for its help in expanding this effort," some of the most amazing sights surfaces in more ways than does any said Bonnie Quist, Franklin University vice president for university of the city from one of the most other company. Founded in 1883, PPG advancement and strategic relations. "Franklin University continually has global headquarters in Pittsburgh luxurious suites on the strip, while and operates in more than 60 countries strives to identify and implement tools that lead to increased networking with other shop owners around the world. Sales in 2010 were achievement for students. With this funding, we can offer Success and industry representatives from $13.4 billion. PPG shares are traded on Coaching to more students and specifically identify students who may around the country. the New York Stock Exchange (symbol: benefit the most from personalized coaching." "Education and networking are PPG). For more information, Through the Student Success Coaching program, Franklin University easily two of the priorities for shops visit www.ppg.com. offers new students a coach who acts as a primary point of contact, attending industry events such as providing personal attention and proactively reinforcing the link About SCRS' RDE Series: REPAIRER this," added Domenic Brusco, senior DRIVEN EDUCATION (RDE) series will between short- and long-term goals. Quist said this one-on-one model manager, industry relations, PPG feature over 21 seminar offerings, has helped to encourage some students at risk of disenrollment, many of Automotive Refinish. "We believe many of which are uniquely designed whom pursue degrees while maintaining job and family commitments, that SCRS as an organization is really and being offered only at the 2011 to stay enrolled and make positive progress toward graduating. The connecting with the collision repair SEMA Show. The series will be offered ultimate goal, she said, is to help more students successfully graduate, community in their ongoing efforts, either as individual sessions, or as a increasing the number of degree-holding individuals in the communities package, and registrants will have the and the events and information option to attend seven regular session Franklin University serves and thereby strengthening the work force and they have put together for the seminars which will be delivered economic development in these areas. RDE program are great examples between the hours of 12:30 p.m. and "PPG is strongly committed to supporting the communities where its of how in tune they are with their 5:00 p.m. each day of the show; as employees work and live, especially through educational programs," said membership. This is an exciting well as a special headline presentation Carl Johnson, North America director of refinish manufacturing, based opportunity for any shop." being delivered from 5:30 p.m. to 7:30 at PPG's automotive refinish paint manufacturing facility in Delaware, "We couldn't be more thrilled p.m. on Thursday evening. Each of the and a trustee on Franklin University's board. "We are proud to help courses has been individually selected to have such enthusiastic support or crafted by SCRS because the content Franklin University encourage working Ohioans to successfully complete and involvement from a company specifically focuses on information higher-education degrees. By funding the growth of the Student Success like PPG," added SCRS Chairman that is relevant to collision repair Coaching program, we hope more members of our community will be Aaron Clark. "This year, RDE and professionals and appeals to the diverse supported in realizing their academic goals." the Collision Repair and Refinish array of marketplace perspectives Established in 1951, the PPG Industries Foundation demonstrates the section at the SEMA Show have just within the collision repair industry. values of PPG Industries by enhancing the quality of life in communities For more information on the 2011 RDE grown by leaps and bounds, and it program, visit www.scrs.com. where the company has a presence. Interests of the foundation, in is an honor to see the support we order of priority, are education, human services, culture and arts, and are receiving from the industry via Additional information about SCRS civic and community affairs. PPG also supports charitable causes by their participation. I know that the including other news releases is encouraging employees' volunteerism and board service with nonprofit education and the evening event are available at the SCRS Web site: www. organizations. For more information, visit www.ppgfoundation.com. both going to be huge successes that scrs.com. You can e-mail SCRS at the no one will want to miss, and both following address: firstname.lastname@example.com. September 2011 Collision Expert 19 The Ethnic Factor In Marketing by little his Chinese community than one shop where most of the group is often easier than marketing business fell away. Employees technicians are Hispanic but where to the general public. If there is an are a shop's biggest expense. It's one is also used to handle phone ethnic newspaper or other local understandable that adding any communications with Hispanic publication, many people in that new employee is costly, but I'm speaking callers. Would this work community will actually read it certain that a careful analysis of for other ethnic minorities? Had the (as opposed to an increasing non- the situation would reveal that the shop owner who had a Chinese parts readership of newspapers in most benefits of reaching the Chinese manager used that person to also cities today). Ethnic readers are community would have more handle Chinese-speaking callers, more likely to look at ads in the than paid for a Chinese speaking he might have continued to pick up publication and respond to them. employee for this shop owner. business from that community. They will particularly respond to Is there any alternative to Assuming a shop owner decides an ad or article that has a quote by hiring an estimator or front desk to take advantage of potential someone in their community who person who speaks the language business from an ethnic community says the body shop did an excellent of a local ethic group? Perhaps one near his or her shop, and is willing job on their car and they were very economical solution would be to to employ someone who can speak satisfied. hire a technician who speaks the the language, what is the next step? local language. I know of more Fortunately, marketing to an ethnic (continued on next page) by Tom Franklin It's no secret that large numbers of immigrants now live in many areas in the United States. Most gather themselves into close-knit TOYOTA of EASLEY communities where they often speak their native language. TOP Fortunately for quality collision shop owners, few of these immigrant communities have a quality body 100 IN THE shop in their own ethnic area. If NATION there is a shop, chances are it's rather primitive and not up to insurance claim quality. This opens the door for an astute shop owner nearby who will put someone on the payroll who speaks their language and can help market the shop to that community. I'm familiar with a shop that opened in a community that had large numbers of Chinese families in the surrounding area. The shop owner hired an attractive Chinese lady who spoke fluent Mandarin and Cantonese for the front desk and he also hired a Chinese-speaking estimator and parts manager. For several years this combination served him well. His Chinese personnel changed a few times, but he always kept some at his shop and enjoyed a significant number of jobs from the Chinese community. With an economic downturn, when one Chinese employee left, he didn't replace her immediately. 1.800.922.2307 G r a d u a l l y, a s t h e e c o n o m y continued to decline, he lost all of his Chinese employees. He intended to replace one or two but it didn't happen and little 20 Collision Expert September 2011 2011 Pride Award Nominations AkzoNobel Hosts Industry Close September 15th Leaders At 2011 Gala, The Pride Awards, sponsored by the National Autobody Council Most Influential Women In The (NABC) and now in their 16th year, provide a rare opportunity to openly openly celebrate everything that is positive about the collision repair Collision Repair Industry industry, and the men and women that work in it. Truly a part of NABC's DNA, and an integral part of its history, the awards spotlight the many collision industry professionals that selflessly donate their time, energy and financial resources to worthy causes outside the industry. Pride boasts a rich legacy of past winners, each selflessly contributing to the world around them in their own unique way. From the Pena family adopting an orphanage in Mexico to Sam Metz helping the Reno police find a murderer, the industry time and again demonstrates its bravery, philanthropy, charity, and selfless acts of kindness. The awards presentation takes place at the Collision Industry Achievement luncheon during the SEMA Show. Nominations for the 16th annual Pride Awards close September 15, 2011. Any individual, business organization, or group employed in a collision industry segment such as a collision repair business,vehicle manufacturer, supplier/ vendor, educator, insurer, independent appraiser or trade association is eligible to be nominated. Nominations may be made online at www. autobodycouncil.org. If you have comments or questions, please call NABC Pride Chair, Janet Chaney at 480-720-2565. (left to right) Barbara Davies, Sharon Mazanec, Jennifer Justice-Hayley, The Ethnic Factor In Marketing... Susanna Gotsch and Michelle Rolls (continued from previous page) AkzoNobel Automotive & Aerospace Coatings Americas (A & AC) hosted industry leaders on July 19th at the elegant Grand America These days many ethnic "rule of three." If they see an ad or Hotel in Salt Lake City, Utah for the presentation of awards to the communities also have radio announcement or article in three 2011 Most Influential Women in the Collision Repair Industry (MIW). stations and even a TV station different places, they are also Five distinguished honourees were recognized. The five comprise a broadcasting in their own more likely to respond. Immigrants cross section of service areas within the collision repair, from both the language. Once again, this is a often view the purchase of a new United States and Canada, including publishing, industry association, captive audience that is more vehicle as a long-term investment. independent shops and multi-shop operations. inclined to respond to ads and The ones that buy new have messages than the general public. great pride of ownership and will • Barbara Davies, General Manager, Autobody News - Carlsbad, Ethnic minorities also tend to be probably tend to get small dents, California very money conscious and likely scrapes and scratches fixed. • Michelle Rolls, Owner, Queensway Fix Auto Collision - Prince to respond to discount or coupon And that is very good news for a George, BC offers. Ad spots and program collision shop owner who has spent • Jennifer Justice-Hayley, Operations Mgr., Valley Paint & Body Inc. opportunities may also be less the time and money needed to get - Amelia, Ohio expensive. Once a shop owner has a solid foot in the door of a local • Susanna Gotsch, Director, Industry Analyst, CCC Information decided to pursue business from ethnic community. If it's done Services Inc, - Chicago, Illinois an ethnic community, he or she right, it's certain to pay off. • Sharon Mazanec, Collision Industry Business Consultant – Junction, may find some amazing marketing Texas •••• bargains. But once again, it will usually be essential to hire that key Tom Franklin has been a sales and The MIW program was established in 1999 by AkzoNobel as an industry marketing representative and honorarium. The goal of the program is to promote the contributions employee who speaks the language consultant for more than forty years of key leaders as well as grow the future involvement of females within and is familiar with the customs, and is the author of the books, "Business collision repair and raise awareness of their contributions as a valuable likes and dislikes of people in this Battlefield Marketing for Body Shops," community. resource pool. "Tom Franklin's Top 40 Marketing One more concern. People in Tactics for Body Shops," and "Strategies ethnic groups tend to be more AkzoNobel, through the MIW program, collaborates with the I-CAR for Greater Body Shop Growth." His cautious and take more time to Education Foundation to provide scholarships to deserving women marketing company now provides see if an offer is genuine. A shop seeking to advance their education and pursue career opportunities marketing solutions and services for owner has to be prepared to run body shops and other businesses. He can within the collision repair industry. The annual $25,000 MIW scholarship an ad or make a promotional effort be reached for questions or comments has to date provided scores of students the ability to advance their for a longer period of time. There at (323) 871-6862, by fax at (323) 465- careers. is also what might be called the 2228, or by E-Mail: email@example.com. September 2011 Collision Expert 21 Deliveries Twice Daily* Competitive Discounts Friendly, Dependable, Experienced Staff 22 Collision Expert September 2011 Allstate To Open Electronic Communication With Non-DRP Shops Allstate Insurance will soon roll- Prior to 2009, the industry had only modestly year-over-year since out technology that will enable increased advertising spending 2006, according to figures from CCC shops that are not part of the for seven straight years. In the Information Services. insurer's direct repair program to past decade, insurance industry The average body labor rate rose communicate electronically with the advertising — the vast majority of from $41.42 in 2006 to $44.67 in insurer, much as its DRP shops do. which focuses on auto insurance — 2010, up an average of 2.1 percent Dan Risley, a project manager has grown 211 percent from $1.6 per year (paint labor rates rose for Allstate at the company's billion in 2001. similarly). Illinois home office, said this new The biggest jump in advertising The national average hourly rate "Transactional Non-DRP" system will last year was by Farmers Insurance, for paint materials rose slightly enable any shop to upload estimates which spent $505 million, up 125 faster, from $22.26 in 2006 to and digital images to Allstate, percent from the previous year. $25.37 in 2010, an average increase receive insurer-written estimates of 3.5 percent per year. from Allstate, etc. Overall, according to the U.S. "We realize not all customers Bureau of Labor Statistics, the use a network shop, and we want Consumer Price Index (CPI) for to make it easier to do business for autobody work rose an average those shops and for our customers," of 3.44 percent per year for that Risley said. 5-year period. R i s l e y 's d i s c u s s i o n o f t h e By comparison, the CPI for all by John Yoswick forthcoming change was just one products rose an average of 2.2 of recent news items related to percent per year. The CPI for auto insurance companies that will likely insurance rose an average of 2.6 be of interest to shops. Here's a percent per year, and the CPI for wrap-up of some of this news. vehicle parts and equipment (other than tires) rose an average of 3.92 Insureds are shopping. percent per year. Consumers shopped and switched But data for the first four months auto insurers more aggressively in of 2011 tells a different story. The 2010 than they have for 14 years, overall CPI seems to be rising faster according to preliminary survey Dan Risley than that for autobody work, and findings from McKinsey & Co. the CPI for auto insurance is staying The survey analysis authors told Insureds are confused. even above that. Auto Insurance Report that the Although motorists may be percentage of consumers who got shopping for insurance, they don't State lawmakers consider a quote from another insurer was necessarily know what they are insurance-related bills. up 23 percent last year, and the buying. More than one-third of U.S. As legislative sessions wrap-up percentage of those who actually drivers who have read at least part for the year in many states, bills changed to another insurer was up of their auto insurance policies regulating insurers in ways that 56 percent. have had trouble making sense of impact shops continue to be passed, Only 48 percent of consumers them, according to an online Harris considered or rejected. have been with the same insurer Interactive poll commissioned by North Carolina Insurance for six or more years, down from 53 InsuranceQuotes.com. Commissioner Wayne Goodwin is percent in 2008. About 87 percent of the 2,079 urging motorists to oppose three The economy is certainly insured drivers surveyed said they bills in that state that would strip prompting some of this trend. had read at least some portion of his office of its ability to cap auto Many people are looking to shave their policies, but 36 percent of insurance rates. "We hear the household costs, and may be willing those drivers said those policies insurance companies calling it auto to switch for far less in savings than were somewhat or very difficult to rate modernization," Goodwin it may have taken them to bother understand. said. "Well, if making your rates just a few years ago. skyrocket is modern, then you can But another reason for the Insurance rates outpace labor just call me old-fashioned." shopping may be that auto insurance rates. Wisconsin Gov. Scott Walker has advertising soared 22.6 percent to Increases in auto shop rates are signed a law cutting the minimum a record-high $5 billion last year, not quite keeping up with overall property damage coverage that according to analysis by Dowling and inflation — but pricing for auto drivers in that state must carry from Partners Securities. That reversed insurance is rising faster. $15,000 to $10,000. a 4.2 percent decline in advertising The national average for body in 2009. and paint labor rates has risen (continued on next page) September 2011 Collision Expert 23 Allstate Communication With Non-DRP Shops... (continued from previous page) And in appointing insurance a good move for the insurer, which total premiums grow on average by customized messages — such as, "I company executive Kevin Clinton has seen its marketshare drop the 20 percent a year for the past five can't respond right now because as the new insurance commissioner past two years. years. I'm driving" — that are sent as of Michigan this spring, Gov. Rick The buy should help Allstate, automatic responses to incoming Snyder made clear his priorities as the country's second-largest Anti-texting effort continues. text messages. for Clinton. Snyder, a Republican, auto insurer, better compete with With Indiana recently becoming Collision repairers needn't be said Clinton must "make sure No. 3 GEICO and No. 4 Progressive the 32nd state to approve insurer- overly considered with such efforts, consumers are protected by making which, like Esurance, sell directly supported bans on texting-while- however. Research by the Highway sure financial institutions are online and which have been gaining driving (Pennsylvania lawmakers Loss Data Institute showed last year sound," and will "lead our effort to marketshare ground as Allstate are considering a similar ban), State that accident rates aren't reduced eliminate burdensome regulations has faltered. GEICO's 5 percent Farm offers a free widget for the by laws prohibiting drivers from that are preventing the (financial) growth in total premiums last year Android phone that it hopes will texting or from using hand-held cell industry from growing." puts it on track to catch Allstate (if help drivers avoid the urge to read phones. Allstate's rate of decline in recent or send a text while behind the •••• More federal oversight coming. years continued) by 2013. wheel. John Yoswick, a freelance writer based The U.S. Department of the Esurance, founded in 2005, sells The "On the Move" widget in Portland, Oregon, can be contacted Treasury in May announced plans policies in 30 states and has seen its allows users to compose and reload by email at email@example.com. to create a Federal Advisory Committee on Insurance to provide guidance to the new Federal Insurance Office created as part of federal Wall Street reforms. Half of the committee's members will be reserved for state and tribal insurance regulators; other members will be chosen from the various insurance industries, the agent and broker community, public advocates and academia. Allstate looks to change a downward trend. Allstate's acquisition of Esurance (and Answer Financial, an insurance quote service) from White Mountains Insurance Group is widely viewed as Crossword Solution (Puzzle on page 24) A B P A M S D S C H E S S K O I L U U H A E Z O O M R E S P E C T E D N L P R E T C O O L I V E M A R K D O W N B I N R E D I W A E D G E I I N S U R E S L T O R C I S K S A V E X I R A L L I C S I E D M S O U S T E A R N S P O P U L A R Y N T H U A E N O N O E M P A R T S D A S C A M A E U E A R N S O S D U R A N G O Y A P 24 Collision Expert September 2011 Crossword by Myles Mellor 1 2 3 4 www.themescrosswords.com 5 6 7 8 9 Wrangler 10 11 12 13 14 15 16 17 18 19 20 21 22 23 24 25 26 27 28 29 30 31 32 33 34 35 Howdy Pardner! I am sure hoping to rustle up some good people to 36 37 38 take me home! I am a very handsome boy (striking really) who has a great attitude and tries to please. I was rescued from another shelter, and 39 40 41 42 43 spent some time in a foster home. I am housebroken and did really well with the two other dogs that lived there. I am athletic though, so if I am 44 left outside for long periods of time I may jump the fence! There are ways of dealing with this though, so I still going to make you one fantastic dog. 45 46 47 48 Humane Society of Charlotte 49 50 www.humanesocietyofcharlotte.org 51 52 53 704.377.0534 Open every day from 11 a.m. to 5 p.m. Across alternate spelling Financial information about this organization and a copy of its license areavailable from the State Solicitation Licensing Branch at 1-888-830-4989. The license is not an 1 Organization 29 That __ the question endorsement by the State. representing manufacturers 30 Set aside and distributors of non-OEM 31 Patented pigment used parts, abbr. in the finishes of many black, 4 They are used in gray and red cars Down 26 Go fast down the locating information on paint 36 Yes in Spanish 1 Pioneer of the auto mountain materials, for short 37 Old German currency, finish industry's first color 28 Vital financial data abbr. measurement tool for running your business 7 Industry trainer, Toby 38 Thus 2 Auto finishing 30 Toyota minivans 10 Lube liquid 39 Rep who proposed problem 31 Scion ___ 11 First word of a Mazda 32 Chevy ____ala ad slogan H.R. 164, "The Damaged 3 Target 5 "No problem!" 33 Tigers in the SEC 12 "You don't have to be Vehicle Information Act", Cliff 34 Internet laughter loved to be a leader but you _____ 6 Undergo, as in damages as in an accident 35 Dries, as a have to be _____" General 42 Much purchased coating 44 Extreme, of degree 7 Look into Norman Schwarzkopf 8 Erode, with away 36 Street, abbr. 13 ___pay: money down 45 Continuing 9 Kia minivan 39 Ford systems 14 Green shade controversial issue in the 13 Part of rpm 40 ____ize, paint gun 16 Reduce the price of (2 industry (3 words) 15 Cover action words) 47 VW: "___ Auto" 17 Have a debt to 41 ____ duty truck 18 Storage container 49 Docs' org. 20 Former name of 43 90's Toyota compact 50 Take in Ireland 46 Turn over, as an 19 Popular convertible 51 Help request 22 Guess for when the engine color 52 Dodge crossover SUV car will be ready, abbr. 47 Go solid, of paint 21 Ford crossover SUV 48 Ban___ 23 Protects against 53 Talk noisily 24 Respectful address possible future loss or damage to a customer (solution on page 23) 27 Twisting force, 25 Land of opportunity September 2011 Collision Expert 25 26 Collision Expert September 2011 Lively Venue Planned For ASRW Welcome Reception The fourth annual Automotive (NACE) and the Congress of Conference and Exposition with Service and Repair Week (ASRW) will Automotive Repair & Service hundreds of diverse exhibiting About the Sponsor hold an official Welcome Reception (CARS), which makes it the companies displaying the latest The Automotive Service on Thursday, Oct. 6, sponsored industry's leading event for true equipment, products, services and Association (ASA) is the by CCC Information Services. This professionals to conduct business, technology available to today's sponsor of ASRW and two of its year's reception will take place at network and engage in industry collision repair industry. shows, NACE and CARS. ASA is the largest international not- Cuba Libre, located within close issues. ASRW is scheduled for for-profit trade association proximity to the Orange County Oct. 5-8 at the Orange County CARS – the premier event for of its kind dedicated to and Convention Center. Convention Center in Orlando, Fla. automotive service professionals – governed by independent The reception will again feature features a high-quality education automotive service and complimentary hors d'oeuvres, About the Events lineup led by industry leaders, repair professionals. ASA beverages, and lively music. Tickets Many new show features are along with an exhibitor showcase advances professionalism and for the event are available in the currently in development for ASRW of automotive service and repair excellence in the automotive Super Pass registration package 2011. Online registration is now related equipment, products and industry through education, and can be purchased in the online open and offers various package services. legislative representation registration system for NACE and options starting at $210 Online and member services. Its CARS. housing is also open, and provides The ASRW media center is international membership "With a new location, new city a variety of hotel options within sponsored by searchautoparts.com/ base includes numerous and new venue, we'll have a lot to the vicinity of the Orange County ABRN. affiliate, state and chapter celebrate at this year's Welcome Convention Center. For additional information, groups from all segments of Reception," says Ron Pyle, ASA ASRW includes the International contact Hanley Wood Exhibitions the industry. For additional president. "We are pleased that Autobody Congress & Exposition at P.O. Box 612128, Dallas, Texas information about ASA, go CCC Information Services will once (NACE) and the Congress of 75261-2128, call (888) 529-1641 to www.ASAshop.org. ASRW, again sponsor this event, and we Automotive Repair & Service or (972) 536-6444, or visit www. NACE and CARS are produced hope everyone enjoys this key (CARS), which makes it the ASRWevents.com. by Hanley Wood Exhibitions. networking function." i n d u s t r y 's l e a d i n g e v e n t f o r "We're very happy to sponsor dedicated professionals to conduct this terrific event for the fourth business, network and engage in I-CAR Classes at NACE straight year," adds Jim Dickens, industry issues. The Tradeshow executive vice president of the News Network (TSNN) recognized Automotive Service Group at CCC. ASRW as a 2010 Top 250 U.S. trade "We're really looking forward to show. In conjunction with the ASRW 2011 Conference Program, I-CAR seeing our customers and industry is pleased to present the following technical education courses. partners in Orlando this year." NACE – the world's collision Registration for these sessions can be found under 'Add-On Education' in Cuba Libre is located at 9101 repair event – represents the only the NACE online attendee registration system for just $93/each. International Drive in Orlando, Fla. B2B event of its kind specifically and is a part of the newly renovated designed for collision repair WEDNESDAY, OCT. 5TH Pointe Orlando. industry professionals from 8:00 AM - 12:00 PM ASRW includes the International around the globe. NACE features • IC01 - Inspecting Repairs for Quality Control (QUA01) Autobody Congress & Exposition a comprehensive educational • IC02 - Steel Unitized Structures Technologies and Repair (SPS07) • IC03 - Collision Repair for Toyota, Lexus, and Scion Vehicles (TOY01) 1:00 PM - 5:00 PM • IC04 - Collision Repair for Ford and Lincoln Vehicles (FOR05) • IC05 - Overview of Cycle Time Improvements for the Collision Repair Process (CYC01) • IC06 - Hybrid Electric and Alternative Fuel Vehicles (ALT02) SATURDAY, OCT. 8TH 8:00 AM - 12:00 PM • IC07 - Plastic and Composite Repair (PLA03) • IC08 - Collision Repair for Ford and Lincoln Vehicles (FOR05) • IC09 - Waterborne Products, Systems, and Application (REF07) 1:00 PM - 5:00 PM • IC10 - Hail, Theft, Vandalism Damage Analysis (DAM09) • IC11 - Corrosion Protection (CPS01) • IC12 - Vehicle Technology and Trends 2011 (NEW11) September 2011 Collision Expert 27 SP FO R ECI A L INS DIS T RU CO U C TO NT S R S AV & S AIL TUD ABL ENT E S! For the first time in 7 YEARS, the world's collision repair event is headed east! Join the automotive service & repair industry at the only event that is specifically designed and created for YOU. As the flagship event of ASRW, NACE constantly evolves with the industry to meet your ever-changing business needs, continues to invest in the industry it serves, and is a must attend event for anyone in the automotive service & repair industry. And this year… IT'S ALL ROLLED INTO ONE: World class exhibits // Unmatched education & training you won't find anywhere else // Live on-floor demonstrations Opening general session // Welcome reception // ASRW Town Hall // ASRW Industry Forum Association Leadership Summit // Networking Events // Vehicle Display Featuring the Muscle Car Network of Florida Co-Located With: Held During: ASRW 2011 // ORLANDO, FL USA THE PREMIER EVENT DEDICATED TO THE AUTOMOTIVE SERVICE & REPAIR INDUSTRIES Exhibits: October 6–8 // Conference: 5–8 // Orange County Convention Center www.ASRWEVENTS.com 28 Collision Expert September 2011 2,000 Military Children To I-CAR® Recognizes Award Benefit From Generosity Recipients At 2011 I-CAR Throughout North Carolina Industry Event With school having just started, individuals and corporations I-CAR, the Inter-Industry Conference on Auto Collision Repair, throughout North Carolina can feel pride that nearly 130,000 school recognized several members of the collision inter-industry for their items have been donated to help children of our lower level (E1-E6) outstanding commitment and dedication at the 2011 I-CAR Industry military families. Event held in Salt Lake City, July 19-21. During the Event, individuals The patrons of Dollar Tree donated items at check-out lines, patrons were recognized with the Russ Verona Award, the Jeff Silver Award, the of Walmart donated items on the free-tax weekend, and the outstanding Tech Centre Award, and the I-CAR Service Award. employee giving contests in the following corporations helped move The Russ Verona Memorial Award was created in honor of Russ Verona, the numbers over the top — Airgas National Welders, Goodrich, GMR one of I-CAR's Founding Fathers and the first business to earn the Marketing, Hendrick BMW, General Dynamics, Osprey Management, and I-CAR Gold Class Professionals® designation. This year's recipient, Eric Parsons Corporation. Grossman, Owner of Eric's CARSTAR in Tucson, Arizona, was the third The collection campaign, the Back to School Brigade, was at an all- shop in the nation to earn the I-CAR Gold Class Professionals business time high this year, as more and more of the public in North Carolina designation and has maintained his designation for over 21 years. realize the stress of our state's military members over the past ten years Jeff Peevy, I-CAR Director of Field Operations said, "Grossman's of war. involvement with I-CAR and the I-CAR Gold Class Professionals program The school supplies will be given out to students of military families truly embodies the spirit and professionalism of the Gold Class Program — Army and Air Force at Fort Bragg (Fayetteville, NC), Marines and Navy and what it represents. I believe that anyone who is a recipient of the at Cherry Point Marine Corp Air Station (Havelock, NC), Marines and Navy Russ Verona Award trains because they care about the families riding in at Camp Lejeune (Jacksonville, NC), and National Guard and Reserves the vehicles that are being repaired, and they want to ensure that the (Charlotte, Asheville, Kannapolis, and Lenoir). repairs performed at their facility are complete and safe. That caring Some of the children receiving these supplies have lived through attitude is evident in Eric Grossman's involvement with the community many deployments of at least one parent. It is a fact that deployment of and industry over the last 21 years. Given that 69 percent of collision a parent can increase stress on the entire family, especially the children repair shops claim not to train, an even greater appreciation for who may or may not be informed of all the risks involved and possible professionals like Eric Grossman that go above and beyond to serve our outcomes. Military families in North Carolina have an average of two industry should be noted. " children. According to our data, there are 98,541 military children in The Jeff Silver Award recognizes individuals who hold the I-CAR North Carolina. Nearly 35,000 of the total have dealt with a deployed Platinum Individual® designation and contribute to their local parent who's half way across the world. While they experience increased communities and the industry at large. The Jeff Silver Award was stress in the family, increased responsibilities to help the family with a presented to Joe Lacy. Joe sits on the CIC Insurance Relations Committee parent gone, increased distractions during school while worrying about and Definitions Committee, is a member of NABC, and is a Chief Master the safety of Mom or Dad; we don't want them to worry about affording Structural Damage Analysis Professional. He has traveled to vocational the supplies they need to start school. schools and helps students better understand the opportunities available to them in collision repair, estimating, and careers in the auto body and "We are extremely grateful for the outpouring of support to the insurance fields. Joe has worked for GEICO for 39 years. people of North Carolina for remembering our military families and "It was a true honor presenting Joe Lacy with the Jeff Silver especially their children." Said Jane Weaver-Sobel, President of OHNC. Award. Joe's commitment to the industry is very strong and is clearly demonstrated though his involvement in several organizations in the "This has been an annual project of the statewide operations of industry," said Joyce Kasmer, I-CAR Director of Business Development. Airgas National Welders," says Steve Marinelli, CEO, "it engages our The Tech Centre Award is presented to an individual or business that employees in such a personal way. . . to know that they are helping has collaborated with I-CAR, lending their knowledge and expertise, children and even more so that they're assisting with the efforts of our bringing relevant I-CAR training to the industry. Jason Bartanen, I-CAR military by helping their families." Technical Director, presented the Tech Centre Award to American Honda Motor Company and Shawn Collins, I-CAR Instructor. Additionally, I-CAR •••• recognized Kirk Cook for his 20+ years of service with I-CAR. Cook has Operation Homefront of North Carolina (OHNC) been an instrumental part of I-CAR training in his local area, dedicating Operation Homefront provides emergency and other assistance to the families his time and knowledge to I-CAR students. of our service members and wounded warriors. assistance for our troops. OHNC Jason Bartanen closed by saying, "The award recipients are the is helping families from going homeless, saving them from having their cars 'true I-CAR', they are a testament to the I-CAR Vision, and they repossessed; repairing cars, ensuring that there's food on the table and more. demonstrate their passion for the industry nearly everyday. Thank you For more Information, please visit www.operationhomefront.net/nc. and congratulations to each of the award recipients honored at the 2011 I-CAR Industry Event." Operation Homefront of North Carolina (OHNC): Operation Homefront provides emergency and other assistance to the families of our service members and wounded warriors. assistance for our troops. OHNC is helping families from •••• going homeless, saving them from having their cars repossessed; repairing cars, I-CAR, founded in 1979, is an international not-for-profit training organization ensuring that there's food on the table and more. For more Information, please dedicated to improving the quality, safety, and efficiency of auto collision visit www.OHFNC.org repair for the ultimate benefit of consumers. September 2011 Collision Expert 29 3) 30 Collision Expert September 2011 Advertisers Index PAGE ADVERTISER'S NAME CONTACT INFORMATION PAGE ADVERTISER'S NAME CONTACT INFORMATION 31 Bill Black Chevrolet Cadillac Nationwide 800-632-4907 5 Modern Nissan NC 800-722-9386 FAX 336-271-3735 FAX 336-727-4809 5 Modern Toyota NC 800-642-0808 21 Crown Automotive 15 NC & VA Locations FAX 336-785-8463 15 First Team 10 Franchises in 27 NACE www.ASRWEVENTS.com Chevrolet, Honda, 4 Virginia Locations Hyundai, Isuzu, Mazda 17 PPG Nissan, Scion, Subaru Toyota, Volkswagen 10 Replica Plastics Of Dothan Nationwide 800-873-5871 FAX 334-792-1175 9 Flow GM Auto Center Toll Free Buick, GMC, Chevrolet, 800-GMbuilt Cadillac Hummer, Saab, (462-8458) 7 Rice Toyota NC & VA 800-849-2775 Saturn Winston-Salem 336-760-7038 Greensboro 336-288-7215 FAX 866-328-8026 11 Genuine Mitsubishi Parts 12 GA, NC, SC & VA Dealers 22 Saylor-Beall Air Compressors Nationwide 800-572-4498 24 Humane Society of Charlotte 704-377-0534 32 Subaru Genuine Parts 24 GA, NC & SC Dealers 23 Kia 7 NC, SC & VA Dealers 25 Town & Country Toyota Toll Free 888-704-7278 FAX 704-552-1554 6 Leith BMW Toll Free 888-840-8122, x261 19 Toyota of Easley Toll Free 800-922-2307 12 Mercedes-Benz of Toll Free 800-489-6537 FAX 864-855-0349 Winston-Salem 13 Toyota of North Charlotte Toll Free 800-678-6968 12 Mercedes-Benz of Toll Free 866-463-7476 Parts Direct 704-659-2030 Greensboro FAX 704-659-2062 3 Modern Chevrolet Nationwide 800-334-0165 26 NEW WHEEL www.newwheel.com FAX 336-727-4809 firstname.lastname@example.com Visit us at our website: www.collisionexpert-news.com September 2011 Collision Expert 31 WANT TO SELL MORE PARTS? INTERESTED IN ADVERTISING IN THE COLLISION EXPERT? Please fill in below and mail to Ceil Ogden, 1601 Wandering Way Drive, Charlotte, NC 28226, call (704) 365-0710 for more information or fax to (704)365-3961. Name of Company Type of Business Address (Street, & P.O. Box) City, State, Zip Telephone Your Name & Title Please Support Our Advertisers They Support You! BOOKS and more by TOM FRANKLIN "Business Battlefield Marketing for Body Shops" .................. 19.95 "Strategies for Greater Body Shop Growth" ........................ 39.95 "Top 40 Marketing Tactics for Body Shops" Package: Includes Book plus software:Targeting, Tracking & ROI Templates ..... 49.95 "Customized marketing analysis and recommendations" ......... 99.00 Readers comment: "We grew from $50,000 to $250,000 a month in 3 years. Great info!" EPR Collision, Camarillo, CA "I really enjoy your articles. Please send your book." Brock's, Inc., Houston, TX "Consistent marketing has filled our shop to capacity this year." P&C Auto Body, W. Los Angeles, CA "I read your article and have renewed spirit." No.Iowa Collision.Ctr., Clear Lake, IA Please add 7.95 for Priority Mail shipping Fax Your Order and Credit Card info to (323) 465-2228 or send a check to OCTAGON ENTERPRISES—Box 36854—Los Angeles, CA 90036 32 Collision Expert September 2011
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