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❺❷ Phone: (440) 243-8100 ➲ ABRN.COM Fax: ((440)440) 891-267891-26755 WWW.ADVANSTAR.COM EDITORIAL MICHAEL WILLINS GROUP CONTENT DIRECTOR [email protected] (440) 891-2604 KRISTA MCNAMARA MANAGING EDITOR [email protected] NEWS ANALYSIS, INSURANCE MATTERS & LEGISLATION ISSUES (440)891-2746 STEPH JOHNSON-BENTZ ART DIRECTOR CONTRIBUTORS INSURANCE MATTERS BRIAN ALBRIGHT [email protected] 6 (614) 237-6707 MIKE ANDERSON STATE FARM TRANSITIONS FROM ZONE [email protected] (301) 535-3333 TO ENTERPRISE APPROACH CAMILLE EBER [email protected] (503) 257-9255 State Farm is streamlining processes as- JAMES E. GUYETTE [email protected] 6 sociated with shop procedures to reduce (440) 564-9180 GREG HORN inconsistencies and develop universal [email protected] (858) 368-7796 best practices. KEVIN MEHOK [email protected] (708) 516-2936 TONY PASSWATER LEGISLATIVE ISSUES [email protected] (317) 290-0611 JOHN SHOEMAKER [email protected] CASE CALLS FLAT RATE INTO QUESTION (757) 435-7118 STEPHANIE SKERNIVITZ [email protected] A recent California appellate court deci- (440) 239-9034 sion may affect long-standing fl at-rate/ TIM SRAMCIK ANALYSIS 10 [email protected] piece-rate payment practices and could (330) 475-5969 ALFRED THOMAS [email protected] PPG MVP CONFERENCE: SHOPS pose a compensation challenge to (570) 329-2712 autobody and mechanical shops. JOHN YOSWICK [email protected] GET SOCIAL (503) 335-0393 BY MICHAEL WILLINS | CONTENT DIRECTOR EDITORIAL ADVISORY VISIT ABRN.COM BOARD TOBY CHESS PPG's MVP Conference focused on social media chal- I-CAR MIKE ANDERSON lenges and opportunities that now exist for shops. SEARCH THOUSANDS OF ARTICLES ON THESE AND OTHER TOPICS COLLISIONADVICE.COM DARRELL AMBERSON LAMETTRY'S COLLISION JO PIERCE CARSTAR FRANCHISE SYSTEMS INC. PUBLISHERS EXPERT OPINION, INPUT FROM THE FIELD, FORUM COMMENTS & SOCIAL MEDIA TERRI MCMENAMIN GROUP PUBLISHER [email protected] (610) 397-1667 LISA MEND FEATURED COLUMNS ASSOCIATE PUBLISHER [email protected] (773)() 866-1514 Fax: (773) 866-1314 THE SHOP OWNER BUSINESS JIM SAVAS BY CAMILLE EBER VICE PRESIDENT AUTOMOTIVE GROUP ENSURE YOUR RECORDS ARE IN ORDER BORIS CHERNIN MARKETING DIRECTOR DOMESTIC SALES Shop owners need to protect employees, MIDWEST & N. CALIFORNIA CHUCK STEINKE 14 themselves through proper personnel [email protected] (630)() 369-0752 fi les. Fax: (630) 369-3755 12 EASTERN PAUL ROPSKI [email protected] THE CONSULTANT (312)() 566-9885 Fax: (312) 566-9884 FEATURE BY TONY PASSWATER OHIO, MICHIGAN & SOUTHERN CA. LISA MEND [email protected] STOP DOUBLE DIPPING (773)() 866-1514 AUTOWORKS PDR HELPS SHOPS Fax: (773) 866-1314 ACCOUNT EXEC./CLASSIFIED SALES ACROSS U.S. TACKLE HAIL Work to fi x industry ineffi ciencies, not KEITH HAVEMANN [email protected] BY AAGEDITOR | ABRN BLOGGER 21your software program. (818)() 227-4469 Fax: (818) 227-4023 Owner Bob Mills explains how his company can save shops a PRODUCTION & ADMINISTRATION lot of headaches in a hail event. THE LAST DETAIL KAREN LENZEN SENIOR PRODUCTION MANAGER BY MIKE ANDERSON TRACY WHITE 12 CIRCULATION MANAGER [COMMUNITY PULSE] NOT JUST 'SET THE TOE AND LET IT GO' GLADYS HART ADMINISTRATIVE COORDINATOR BEST OF AUDIO TOP HOW 2 READER INDUSTRY MESSAGE INDUSTRY VIDEO THE BLOGS WEBCASTS VIDEOS PHOTOS CALENDAR BOARDS GROUPS WEBCASTS Post-collision alignments are complex FRANCES FRANCO GROUP CONTROLLER 70and critical; shops should be CUSTOMER SERVICE SUBSCRIPTION INQUIRIESQ compensated accordingly. (888)() 527-7008 (218) 723-9477 LIST SERVICES CARISSA SIMMERMAN WHAT IS ABRN COMMUNITY? The ABRN community is an online NETWORK for your business. It's a place to go to post articles , blogs, videos, photos and audio clips to share [email protected] (()440) 891-2655 ideas with other collision repairers. Community content is used in ABRN's twice weekly e-newsletters. Check it out at http://workshop.search-autoparts.com fax: (440) 826-2865

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BUSINESS MANAGEMENT INSIGHTS, BEST PRACTICES & IMPLEMENTATION REPRINTS abrn 877-652-5295 ext. 121/ [email protected] (Outside US, UK, direct dial: OPERATIONS 281-419-5725. Ext. 121 22 ADVANSTAR COMMUNICATIONS JOE LOGGIA Chief Executive Officer TOM FLORIO SUBMISSIONS TO ENTER Chief Executive Officer Fashion Group, Executive Vice-President DOWNLOAD THE OFFICIAL ENTRY FORM @ ABRN.COM/TOPSHOPS TOM EHARDT Executive Vice-President, Chief DUE: AUGUST 24 Administrative Officer & Chief Financial Officer GEORGIANN DECENZO Executive Vice-President FEATURES CHRIS DEMOULIN Executive Vice-President RON WALL THE SHOP PROFILE Executive Vice-President REBECCA EVANGELOU Executive Vice-President, Business EDDIE'S AUTO BODY, EAST HADDAM, CONN. Systems TRACY HARRIS JAMES E. GUYETTE / CONTRIBUTING EDITOR Sr Vice-President FRANCIS HEID Shop adopts new Vice-President, Media Operations 32 MICHAEL BERNSTEIN repair technology. Vice-President, Legal NANCY NUGENT Vice-President, Human Resources J VAUGHN Vice-President, Electronic Information MINDING YOUR BUSINESS ThlTechnology ABRN (USPS 437970) (Print ISSN: 2166-0751, Digital ISSN: 2166- 2533) is published monthly, 12 BOOST YOUR BOOTH CAR COUNT THE PROFIT MOTIVE times per year by Advanstar Communications Inc., 131 West 1st BY | CONTRIBUTING EDITOR STANDARDIZE TO MEET GOALS St., Duluth. MN 55802-2065. JOHN YOSWICK Periodicals Postage paid at Duluth, TOM MCGEE/ CONTRIBUTING EDITOR MN 55806 and at additional mailing Get more production out of your shop's paint equipment. offices. Subscrippption prices: U.S. one year,yy $66; U.S. two year, $99; one Ensure consistency and repeatable yearyyy Canada, $74; two year Canada, 38 $148; one yeary international, $104; quality for your customers. two year international, $208. For in- formation, call (888) 527-7008 or IN THE NEXT ISSUE OF ABRN (218) 723-9477. POSTMASTER: Send address changes to ABRN, re you safely and correctly control- P.O. Box 6018, Duluth, MN 55806- 6018. Please address subscription Aling toxic spills in your shop? mail to ABRN, P.O. Box 6018, Duluth, MN 55806-6018. Canadian G.S.T. number: R-124213133RT001. PUBLICATIONS MAIL AGREEMENT NO. 40612608. Return Undeliv- erable Canadian Addresses to: IMEX Global Solutions, P. O. Box 25542, HOW2 KNOW-HOW TIPS & TECHNIQUES FROM THOSE IN THE KNOW London, ON N6C 6B2, CANADA. abrn PRINTED IN U.S.A. ©2013 Advanstar Communications TECHNICAL FOCUS Inc. All rights reserved. No part of TECHNOLOGY this publication may be reproduced or transmitted in any form or by any A LIGHT TOUCH means, electronic or mechanical in- cluding by photocopy, recording, or information storage and retrieval BY TIM SRAMCIK | without permission in writing from the publisher. Authorization to pho- CONTRIBUTING EDITOR tocopy items for internal/educational or personal use, or the internal/edu- cational or personal use of specific Need some economical clients is granted by Advanstar 50solutions for damaged paint? Communications Inc. for libraries and other users registered with the Look to your detailing dept. Copyright Clearance Center, 222 Rosewood Dr. Danvers, MA 01923, 978-750-8400 fax 978-646-8700 or visit http://www.copyright.com online. For uses beyond those listed above, please direct your written request to Permission Dept. fax 440-756-5255 or email: mcannon@ advanstar.com. Advanstar Communications Inc. pro- COVER FEATURE vides certain customer contact data (such as customers’ names, ad- dresses, phone numbers, and e-mail addresses) to third parties who wish to promote relevant products, servic- es, and other opportunities that may be of interest to you. If you do not want Advanstar Communications PAINTING PLASTIC Inc. to make your contact informa- tion available to third parties for mar- keting purposes, simply call toll-free 866-529-2922 between the hours 40 of 7:30 a.m. and 5 p.m. CST and a PARTS customer service representative will assist you in removing your name from Advanstar’s lists. Outside the U.S., please phone 218-740-6477. WITH YOUR SMART ABRN does not verify any claims or TECHNICAL TRAINING PHONE’S CAMERA other information appearing in any of the advertisements contained in the publication, and cannot take respon- sibility for any losses or other dam- BY AL THOMAS | CONTRIBUTING EDITOR ages incurred by readers in reliance MORE TECH COVERAGE of such content. ABRN welcomes unsolicited articles Special procedures and precautions set painting FROM ABRN CONTRIBUTING EDITOR AL THOMAS. manuscripts, photographs, illustra- tions and other materials but cannot plastic apart from conventional techniques. GET A FREE SCAN APP be held responsible for their safe- keeping or return. WWW.SCANLIFE.COM To subscribe, call toll-free 888-527- 7008. Outside the U.S. call 218- 740-6477. 4 JUNE 2013 ABRN.COM Dedicated to Spring 2013 Promoting Quality Collision Repair of Toyota, Lexus and COLLISION PROS Scion Vehicles

Celebrating 15 Years of Collision Pros Magazine! Toyota’s Commitment to the Collision Repair Industry

Cross-Training: Rethinking Uncommon Repairs & Train Your Entire Shop Work to Heavily Damaged Vehicles Everybody Learns. Everybody Wins. Learn How to Recognize a Total Loss. CP Spring 2013 Table of Contents:

[4] Rethinking Uncommon Repairs & Work to Heavily Damaged Vehicles—Learn how to recognize a total loss. [6] Celebrating 15 Years of Collision Pros Magazine: 1998-2013—A retrospective and a look to the future of the magazine. [10] The Complete Hybrid Training Program—Safely and correctly repair hybrids in your shop. [12] Cross-Training: Train your Entire Shop—Everybody learns. Everybody wins. [14] Three Steps to Great Welding—Perform these steps every time you weld.

MAY THE TRAINING CALENDAR WWW.CRRTRAINING.COM

WEST CALDWELL, NJ JACKSONVILLE, FL 06/04 460 Structural Body Repair Techniques 05/22 601 Hybrid Collision Repair 06/06 503 Steering & Suspension Analysis 05/23 602 Advanced Hybrid Collision Repair & Repair 06/03 300 Welding Techniques for 06/18 601 Hybrid Collision Repair Collision Repair 06/19 602 Advanced Hybrid Collision 06/04 301 Non-Structural Body Repair Repair Techniques 07/16 200 Color Matching for Painters 06/06 460 Structural Body Repair Techniques 07/18 250 Advanced Painting Techniques 06/17 301 Non-Structural Body Repair 07/23 908 IS C Collision Repair* Techniques 07/24 504 Air Conditioning for Collision 06/19 300 Welding Techniques for Repair Collision Repair 08/06 300 Welding Techniques for 06/20 460 Structural Body Repair Techniques Collision Repair 07/08 200 Color Matching for Painters 08/07 301 Non-Structural Body Repair 07/10 250 Advanced Painting Techniques Techniques 07/22 601 Hybrid Collision Repair 07/23 602 Advanced Hybrid Collision TORRANCE, CA Repair 06/03 200 Color Matching for Painters 07/24 504 Air Conditioning for Collision 06/05 250 Advanced Painting Techniques Repair 06/07 101 Paint Finish Repair 07/25 503 Steering & Suspension Analysis 06/11 300 Welding Techniques for & Repair Collision Repair 07/26 503 Steering & Suspension Analysis 06/12 908 IS Collision Repair* & Repair 07/08 300 Welding Techniques for 07/29 908 IS C Collision Repair* Collision Repair 07/30 908 IS C Collision Repair* 07/09 301 Non-Structural Body Repair 08/05 301 Non-Structural Body Repair Techniques Techniques 07/11 460 Structural Body Repair Techniques 08/07 300 Welding Techniques for 07/16 504 Air Conditioning for Collision Collision Repair Repair 08/08 460 Structural Body Repair Techniques 07/17 601 Hybrid Collision Repair 07/18 602 Advanced Hybrid Collision Repair 08/13 300 Welding Techniques for Collision Repair *Lexus specific class: for Lexus technicians only. 08/14 301 Non-Structural Body Repair Techniques

2 Collision Pros DID YOU KNOW: The latest information about Toyota and Lexus training, including class schedules and registration information, can be found at www.crrtraining.com

Passion for the Collision Repair Industry This is an exciting year for Collision Pros because the magazine celebrates its 15th an- niversary. When looking back over the 60 issues of Collision Pros magazine produced since 1998, I noticed that while the cars and technologies have changed, one core theme remains the same—Toyota’s commitment to the collision repair industry. As we reflect on our Collision Pros 15-year anniversary, it is important that we also look to our future. In our last issue, we conducted a readership survey to gauge the value of the publication’s content and better understand your future collision repair needs. We received many positive comments and great ideas from our readers. We truly appreciate the time you took to give us your thoughtful responses. Many of you told us that you find information about current or upcoming technology, Toyota-recommended repair procedures, collision-repair-focused previews of new vehicles, and Toyota training programs very valuable. We provide this information so that—whether We are committed to help- you work exclusively on Toyota vehicles or in an independent shop catering to a variety of ing you build customer loy- different brands—you are better able to deliver safe, high-quality automotive repairs to your alty and a strong reputation customers with Toyota, Lexus and Scion vehicles. Today’s models are equipped with an array based on excellence. of advanced technology and safety features. It is imperative to follow Toyota-recommended – Kathy Capozza repair procedures when dealing with these systems. Let’s not wait until the next survey for you to tell us what you think—we always welcome your feedback and ideas. If there is a subject you think Collision Pros should cover, or even a best practice you would like to share with us, you may contact me at [email protected]. We are committed to helping you build customer loyalty and a strong reputation based on excellence. Thank you for your readership—we look forward to many more issues of Collision Pros, with the cutting-edge, comprehensive repair information you have come to expect.

Kathy Capozza Toyota Motor Sales, U.S.A., Inc. Wholesale Marketing Administrator Sr. Toyota Sales and Marketing Collision Pros Magazine

Collision Pros 3 [Re]thinking Uncommon Repairs & Work to Heavily Damaged Vehicles

Repair Resources Looking to do research for an estimate you are writing or want to know if the part you’re replacing has replacement, sectioning or repair instructions? Technicians and estimators have access to extensive information on all Toyota, Lexus and Scion vehicles in Toyota’s Technical Information System (TIS). Information is model-specific from as far back as 1990 to the current model year and can be found at http://techinfo.toyota.com.

4 Collision Pros Have you ever started working on a repair only to discover that there are no instructions for the part you are replacing? Collision repair manuals usually contain instructions for doing light to moderate work on a vehicle. When instructions are missing for a part, it may be because it is an uncommon repair, or it could be an indication that the collision has breached the structure of the vehicle and that extensive repairs are needed.

! Evidence of Extensive Damage Uncommon repairs and extensive damage can complicate both the estimate and the repair. There are a number of clues that should raise a red flag to estimators and technicians that they could be dealing with a vehicle that requires uncommon repairs or has been heavily damaged. These include: Damage that requires uncommon replacement parts Damage that has breached the vehicle’s structure Replacement times for the repair not included in the information provider’s guides Parts that do not have replacement, sectioning or repair instructions

If you see one or more of these things, you may be dealing with a complex repair that could cost more to complete than the vehicle is worth.

? Is It Safe? Is It Cost Effective? In assessing uncommon repairs or extensive damage to a vehicle, it is important to consider if the repair can be made without compromising the safety of the vehicle and if it can be done in a way that is cost effective for all parties involved. Shops need to be cautious A mistake that repair shops sometimes make is that they underestimate when writing an estimate. the amount of work an uncommon replacement component or major repair They need to develop a will require. “Shops end up writing themselves into a corner,” says Joe repair plan using TIS and DiDonato, Collision Training Administrator, Technical & Body Training Depart- Toyota factory training for ment, Toyota Motor Sales, U.S.A., Inc. “They don’t realize that even though a a complete assessment, part only costs $300, the labor to replace the part may be $3,000.” ensuring they are not In order to avoid this, DiDonato advises that shops take the time, do repairing a vehicle that the research and ensure that they are writing a complete and accurate should be considered a estimate. A thorough estimate can require a teardown for a complete total loss. analysis of what’s required to do the job correctly. – Joe DiDonato When approaching a complex repair, it may be tempting to cut up a large part and only replace the damaged sections. This is not recom- mended unless sectioning instructions are provided for the part you are replacing. If no sectioning instructions exist, the component must be installed in its entirety to the factory seam or mounting location. “Shops need to be cautious when writing an estimate,” DiDonato explains. “They need to develop a repair plan using TIS and Toyota factory training for a complete assessment, ensuring they are not repairing a vehicle that should be considered a total loss.”

Collision Pros 5 CELEBRATING 15 YEARS OF THIS YEAR, COLLISION PROS MAGAZINE TURNS 15. COLLISION PROS MAGAZINE: Since its inception, this award-winning publication 1998-2013 has delivered direct-from-the-manufacturer collision repair information that is current, in-depth and ac- curate to shops and technicians around the country. Collision Pros represents Toyota’s commitment to the collision repair industry and to helping ensure safe and correct repairs for all Toyota, Lexus and Scion vehicles. To mark this significant milestone, let’s take a look back at the past 15 years to see how Collision Pros has helped shape the industry and think about what the future might hold. Milestones SPRING 2004. Toyota introduced the WINTER 1999. A Look Back at 2004 Prius, putting Toyota Motor Sales itself at the forefront Collision Pros The TIS Techstream took the NABC Connection Toyota’s TIS techstream helps of the hybrid market. shops diagnose problems A lot has changed in the last pledge, becoming a Collision Pros began 15 years—from the types of National Auto Body running stories about vehicles being repaired, to Council Member. how to repair these the materials, technology and innovative vehicles. techniques used to perform col- FALL 2003. FALL 2000. lision repair and refinish work. The Technical Infor- Through every change, Collision Toyota On Time mation System (TIS) Pros has been there, helping Collision Repair became available to the collision repair and refinish pilot program was repair shops online. industry remain responsive and launched, deliver- Suddenly, technicians up-to-date in this fast-paced ing up to 40 percent had a vast library of in- environment. gains in overall formation about how to productivity. safely repair vehicles at their fingertips.

7 Collision Pros Toyota is proud to support the collision repair industry with the most up-to-date repair and refinish technolo- gies that help ensure safe, quality repairs for our customers. A significant piece of that equation is Collision Pros magazine, which delivers a wealth of the most current information and resources to shops, technicians and the industry. – Jerry Raskind, Wholesale Parts Manager, Toyota Motor Sales, U.S.A., Inc.

SUMMER 2004. FALL 2005. WINTER 2006. Toyota opened a new TIS Collision Repair “Toyota Advanced state-of-the-art colli- Library moved online. Painting Techniques” sion repair and refin- and “Lexus Advanced ish training center in Painting Techniques,” Jacksonville, Florida. SUMMER 2006. two corporate train- The opening of the Toyota remodeled its ing videos produced center reinforced New Jersey collision by the Collision Re- Toyota’s commitment repair & refinish pair & Refinish group, to collision repair SUMMER 2005. training center. won Telly awards. training. The awards were Two new websites, symbols of Toyota’s Collision Repair and commitment to high- Refinish and Toyota quality repairs and Parts and Service, training. connect independent shops to dealerships committed to provid- ing superior whole- sale service.

A VALUABLE RESOURCE the latest repair information, including Lexus and Scion. And that’s a significant Collision Pros gives shops and technicians ProsTips and Collision Repair Information advantage if one of those new models shows a direct line to the factory for the most cur- Bulletins (CRIBs), as well as the latest tech- up in your shop with collision damage. rent, first-hand repair information. niques and technologies. Collision Pros gives you a heads-up about “We provide the information technicians “And, when technical information is new vehicle systems, paint, body, frame, need to be successful when repairing a dam- needed, our willingness to react to what the structure and any precautions that need to aged vehicle,” says John Saia, Technical & Body industry wants and needs is a key strength, be taken during the repair process. Training Development Manager, Toyota Motor because we’re always here to listen and Collision Pros is dedicated to facilitating Sales, U.S.A., Inc. “Consumer safety and a great respond accordingly,” says Chris Risdon, Col- safe, quality repairs, while helping meet cus- repair experience are very important.” lision Repair & Refinish Training Administra- tomer expectations. It’s about consumer safety One thing that makes the magazine so tor, Toyota Motor Sales, U.S.A., Inc. and continuity of work. Toyota owners should unique is that it gives collision repair profes- Reading Collision Pros regularly also helps have the same high-quality service no matter sionals resources, support and information ensure you get up to speed with the most where they take their vehicle to be repaired. directly from Toyota. The magazine publishes current new model introductions from Toyota, As for Collision Pros magazine, we will continue to stay abreast of each change, each new technology and every new technique. Our mission is to remain innovative and work to efficiently communicate critical information to our valued audience of technicians and body shops. – Chris Risdon, Collision Repair & Refinish Training Administrator, Toyota Motor Sales, U.S.A., Inc.

SUMMER 2008. Quick bake innova- tive drying system helped alleviate the The Future of the Industry challenges of work- —and Collision Pros ing with waterborne paints. “Without question, the future of the collision repair indus- try will be characterized by a lot more technology, and a lot less torch and hammer,” says Risdon. SPRING 2009. Advances in technology, a continued emphasis on safety Auto PartsBridge systems and an increase in specialization will likely website went live. characterize the collision repair industry in the future. WINTER 2013. Cars will only become more sophisticated and complex. Body shops are changing as well. They are becoming Toyota introduced physically larger and contain more advanced repair predictive estimating, equipment than ever before. a new process that is set to revolutionize how estimates are written in body shops.

TOP-NOTCH TRAINING sure that every customer’s vehicle is returned to e-learning modules that technicians can Over the 15 years since the first issue its pre-collision condition and to enable every complete at their own pace without spend- of Collision Pros magazine, Toyota has technician to reach his or her full potential. ing too much time away from the shop. Once conducted 785 collision repair classes and “One of the many reasons training is so the online element is completed, technicians trained 7,000 technicians. important is that, in comparison to 15 years are well prepared for the hands-on portion Toyota is committed to continuing education, ago, practically everything on our cars today at a training center. and Collision Pros represents a vital part of that has a wire connected to it,” says Risdon. Today’s vehicles are not only loaded with commitment. The magazine is a valuable bridge “Technology, design, manufacturing and an ever-growing tally of electronics, they’re between Toyota’s training and repair shops, safety systems have evolved dramatically.” also designed for repair and service from offering information about new classes and The way Toyota designs and delivers train- the ground up, with crash standards and serving as a resource for what is happening in ing has also changed. A significant portion simulations considered in all initial vehicle the collision training world. The goal is to en- of training is now offered through online designs.

Collision Pros 9 The Complete Hybrid Training Program Now, Your Trained Technicians Can Work on Hybrid Vehicles

WITH SO MANY HYBRID VEHICLES ON THE ROAD TO- need to do before removing certain parts for collision DAY, it’s not uncommon for shops to have multiple hy- repair,” says Chris Risdon, Collision Repair & Refinish brids in for repair on an ongoing basis. Having collision Training Administrator, Toyota Motor Sales, U.S.A., Inc. center technicians trained in safe hybrid vehicle repair The key advantage with this comprehensive can enable your shop to perform component removal training is the hands-on practice you’ll experience and damaged component replacement in-house. This with these new skills, so when you’re back in the can lead to reduced cycle time, greater efficiency and shop, you can confidently perform repairs. Plus, happier customers. Toyota offers a comprehensive set being able to perform these operations in-house of hybrid training courses so that technicians can learn saves having to send the vehicle to the dealership to safely and correctly work on these vehicles. to have certain components removed, helping “Whether you’re doing estimating, blueprinting, reduce cycle time. Everybody wins—the car is collision repair or paint refinish work, you’ll need put back together properly and returned to the some basic knowledge about how the hybrid system customer more quickly. To sign up for training, visit functions, where the components are and things you www.crrtraining.com.

Widening Your Hybrid Horizons

P070/L074 T601/L601 PB602/PLB602 T602/L602 Start with online e-learning Once the prework is done, With a hybrid foundation in To gain the proper experience module P070/L074 Hybrid you’re ready to attend the place, the next course in the working on the high-voltage General Service prework, one-day instructor-led hands- series is the online e-learning system, instructor-led hands-on which teaches hybrid basics. on course T601/L601 Hybrid module PB602/PLB602 course T602/L602 Advanced You’ll learn what to do if the for Collision Repair, where the Advanced Hybrid Systems for Hybrid Systems for Collision battery goes dead, how to instructor takes you through Collision Repair prework. This Repair is available. This course jump-start the vehicles, oil safety, component location, module takes a more in-depth enables technicians to practice change intervals and brake and operation and handling of look at the hybrid system. removing and replacing key service information. high-voltage systems. hybrid system components.

10 Collision Pros CR&R Hybrid Curriculum Overview Take a look at what’s in store:

1. Learn about basic hybrid technology, terminology and service techniques 2. Identify the location and purpose of main hybrid system components The DOs and DON’Ts 3. Perform basic service procedures on hybrid vehicles of Hybrid Gloves including jump-starting, charging and replacing the What You Need to Know auxiliary battery All collision repair technicians need to wear insu- 4. Safely practice disabling of the hybrid system lated lineman’s “hybrid gloves” whenever working 5. Identify components that require HV gloves and on or near any high-voltage hybrid components. insulated tools Get the right glove—high-voltage gloves must: 6. Handle HV battery electrolyte spills t
Be rated at 1,000 volts AC max use 7. Use TIS Techstream to perform a health check prior to, t
Display a “Class 0” electrical safety glove and after, repairs classification 8. Use TIS to find service documents related to hybrid Inspect gloves before each use, using the following guidelines: system safing and component removal t
Check for leaks, tears, punctures or cuts 9. Safely disable the hybrid system and use a DVOM to t
Roll gloves up to confirm that they will hold air confirm there’s no high voltage present t
Inspect gloves for ozone damage, which resembles a series of interlacing cracks t
Check for texture changes, such as softening, hardening, stickiness or lost elasticity Storage and protection: t
Store in a cool, dark, dry place t
Store flat in a protective container or canvas bag t
The location should be as free as possible from chemicals, oils, solvents, damaging fumes and electrical discharges t
Keep away from fluorescent light and sunlight The great thing about T602/L602 is t
Don’t wear watches, rings, jewelry or sharp objects that may damage the gloves that it allows you to go into the high- t
Wash with mild soap to clean voltage system. You’ll be removing high-voltage components—after you Recertify or replace? t
Gloves must be placed into service within 12 have safely disabled them—as well as months of production, or be recertified. After doing voltage checks to confirm the 6 months of use, gloves must be recertified system is properly disabled. For instance, or replaced you’ll disable the high-voltage system, One size doesn’t fit all! remove the inverter and learn the steps t
Make sure you have the proper size gloves for required to purge the cooling system, your hands. To ensure correct glove size, hold the along with using our diagnostic equip- end of a measuring tape between your thumb and first knuckle, and then measure the circum- ment called TIS Techstream. ference around your knuckles. Add one inch to – Chris Risdon that measurement to determine your glove size. Cross-Training: Train Your Entire Shop. Everybody Learns. Everybody Wins.

CROSS-TRAINING IS AN ESSENTIAL ELEMENT of every repair shop’s success. That’s because when your entire team understands the ins and outs of the business, everybody wins—the shop, the technicians, the estimators and your customers. For starters, cross-training helps keep work flowing throughout your shop, rather than relying on just one or two technicians who know how to perform a particular repair.

There’s a great benefit for estimators to attend training classes. Once they understand what it takes to tune and test the welder or perform a color match, they can write a better, more accurate and comprehensive estimate. – Chris Risdon

12 Collision Pros The best way to learn new shop skills and techniques is to attend and participate in collision repair training.

“It may seem logical to send a body technician to body In addition, technicians who have honed their expertise and classes and a paint technician to paint classes,” says Chris learned how to perform high-quality repairs efficiently can play Risdon, Collision Repair & Refinish Training Administrator, multiple roles in the shop. As a result, they contribute not only to Toyota Motor Sales, U.S.A., Inc. “It’s also wise to recognize their own personal career development, but also to repair efficiency, that there is a tremendous advantage for paint technicians quality and, of course, customer satisfaction. to know what’s being told to the body technicians—and for body technicians to understand all that’s involved in achieving EXPERT ESTIMATES a quality paint finish. Along with the importance of all parties knowing what’s “For example,” Risdon continues, “if the body techni- involved in repair work, Risdon notes that estimators are often cian finishes his or her repair with the proper grit paper, the a forgotten lot when it comes to the technical side of all that’s paint technician can seamlessly take over the repair with less involved with repairs. concern for sand scratches appearing in the final finish. If the “Estimators are often apprehensive to attend ‘hands-on’ body technician and painter both know that training because they aren’t technicians,” Risdon Toyota requires epoxy primer under seam sealer, explains. “Have no fear. Everyone learns from together they can move the repair through the “At the end of the seeing and doing in a training environment that shop efficiently.” day, anyone can forgives mistakes, allows time to practice, and When your employees are cross-trained, team- own a set of tools, fosters improvement—that’s what training and work improves. And, you’ll always have someone but there’s no learning are all about.” who is trained to step in and pick up the slack in a substitute for skills Plus, when an estimator is knowledgeable in pinch. Plus, Toyota training is available to indepen- and knowledge. the process and knows where to find electronic dent shops, when sponsored, and the body shop The more employ- resources like Collision Repair Information Bulle- manager is also welcome to take the training. ees know, the more tins (CRIBs), it can enhance his or her relationship efficient they will and negotiations with insurance agencies. ADDING SKILLS, ENHANCING VALUE be—and the more KNOWLEDGE: ACCEPT NO SUBSTITUTES According to Risdon, the best way to learn successful your No time to attend training? Too expensive? new shop skills and techniques is to come to shop will be.” Too far away? Start with online e-learning to gain training, where you’ll get hands-on practice with – Chris Risdon actual vehicles and experienced instructors, along valuable information on collision repair subjects. with exposure to the latest repair and refinish It’s self-paced and available 24-7 wherever you technologies. And don’t forget to include the have a computer and an Internet connection— detailers’ and painters’ helpers; they’re ideal and it is free. To learn more, and to sign up for candidates to attend a paint refinish program. classes, visit www.crrtraining.com.

Collision Pros Survey Prize Winners Congratulations to the participants of the Collision Pros magazine Winter 2013 survey who won prizes in our giveaway: Rick Meyer, Tim Nance, Caytlin Ortiz, Angel Figueroa, Sharon Mills, Sam Shaw, William Strobel, Wael Attari, Gerald Koren, Misty Sullivan, Ramin Hakimi, John Domar, Greg Ulmer, Dave Matijevich, Dale Tabaka, William Latuff, Brandon Lenz, Mike Stempkowski, James Davis Jr., Tony Shaw, Leo Kozadinos, Jim Dilbeck, Bruce King, Steve Orth, Shawn Dixon, Agustin Diaz, Mike Passof, Mike Parsons, Dave Lockridge, Michael Pressley, Pat Patrykus, Joe Fisher, Don Murphy, John Gustafson, Dave Bradley, Matt Dewalt, Dusty Martin, David Smith, Darrin Bernatowicz, Scott Medlin, Camille Eber

Collision Pros 13 For more collision repair details, refer to the Toyota Technical Information System (TIS) at http://techinfo.toyota.com or PROSTIPS http://techinfo.lexus.com. You may also contact the Toyota Material Distribution Center at (800) 622-2033.

Three Steps to Great Welding Before any part is welded in a collision repair shop, three essential steps are necessary to ensure that the job is done properly. Performing these three steps every single time welding takes place in your shop is vital to ensuring a correct and safe repair to any vehicle.

factory weld, including its size, strength and appearance. Sometimes collision damage repair manuals may suggest using a MIG plug weld when making repairs; however, if the original factory weld was a STRSW and you are able to successfully duplicate the original weld, then do so. Refer to CRIB Bulletin #181 for more details.

1 3

STEP 1: SELECT STEP 3: PERFORM THE CORRECT WELDER A DESTRUCTIVE TEST To select the correct welder, you Performing a destructive test gives must determine the power source re- you a direct indication of whether quirements and the thickness and com- you have achieved full fusion of the position of the metal being welded. components being welded, and whether You must also determine what type of or not the weld will perform as originally weld you will be performing—squeeze- intended. To perform the test, secure the type resistant spot weld (STRSW) or a 2 welded part on a vise, and then, using a metal inert gas (MIG) weld. hammer and a chisel, separate the parts Information regarding welding type STEP 2: TUNE THE WELDER by pulling or twisting them apart. and size can be found in the Technical Tune the welder so that you can You will know if you have full fusion Information System (TIS) under Funda- properly fuse the two pieces of metal if a nugget-sized piece of the weld mental Body Repair Procedures Manual together. When you are tuning your remains on the part that was welded. Pub # BRM002E or BRM020U. Metal welder, practice on the old part that you The size of the nugget must be relative composition for Toyota, Lexus and Scion are replacing. This allows you to verify to the original size of the manufacturer vehicles can also be found in TIS. weld quality on a component that is weld, while the opposing piece should Whenever possible, body shops identical to the one being replaced with- have a hole in it where the nugget was should try to duplicate the original out compromising the new part. torn out.

COLLISIONPROS is published four times a year by Toyota Customer Services. Contents may be reprinted with permission.

EDITOR: Kathy Capozza CONTRIBUTING DEPARTMENTS: REFER ALL CORRESPONDENCE TO: TIS Collision Pros MANAGING EDITORS: STAR Toyota Motor Sales, U.S.A., Inc. Elisa Liehr, Allison Barker Lexus Collision Repair & Refinish 19001 S. Western Ave., WC23 Toyota Collision Repair & Refinish Torrance, California 90509 COPYWRITING AND DESIGN: Toyota Certified Collision Centers E-mail: Liehr Marketing & Communications Toyota Genuine Parts [email protected] University of Toyota, Lexus College ©2013 Collision Pros. Toyota Technical Education Network MDC# 00117-00601-MAY13

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NEW CAR SALES UP State Farm’s Avery TrueCar.com forecasted an 11 speaks at the PPG percent year-over-year increase MVP Conference. in new light vehicle sales in the U.S. for April 2013. »» ABRN.COM/TRUECAR

MATT OHRNSTEIN DIES ONLINE COVERAGE Symphony Advisors, LLC founder and former Caliber Collision Centers CEO and Chairman Matthew Ohrnstein passed away. »» ABRN.COM/OHRNSTEIN BREAKING NEWS PARTSCHANNEL BACKS PRO INSURANCE UPDATE CONSUMER, COMPETITION LEGISLATION STATE FARM TRANSITIONS PartsChannel, Inc. supports PPG MVP CONFERENCE legislation that addresses OEM OPERATIONS design patent abuse, especially FROM ZONE TO the delay for aftermarket collision Shops told to get ENTERPRISE replacement parts. APPROACH »» ABRN.COM/PARTSCHANNEL social at PPG event PARTSTRADER MAKES The social media explosion of recent years has BY KRISTA MCNAMARA | SYSTEM UPGRADES created some challenges and opportunities for MANAGING EDITOR PartsTrader improvements today’s collision repair facilities when it comes to State Farm is streamlining include a function allowing marketing. To truly understand social media, shops processes associated with repairers and suppliers to give must understand engagement and how consumers shop procedures in order feedback on their trading are utilizing Facebook, Linked-In, Google +, Twitter partners. to reduce inconsistencies and a host of other tools in their buying choices. »» ABRN.COM/PARTSTRADERUPGRADE and develop universal best And that’s important if shops want to rise above practices by transitioning the onslaught of marketing messages consumers PYLE STEPS DOWN AT ASA from a zone to an enter- encounter on a daily basis. Dan Risley has been named ASA prise approach. interim executive director after “We’re in a situation that is so destructive because “The idea of being Ron Pyle’s decision to step down everyone is yelling,” stated Sasha Strauss, managing enterprise driven is find- as president and chief of staff. director at Innovation Protocol and adjunct professor ing and using the best »» ABRN.COM/PYLEEXIT at USC’s Annenberg School for Communication. process. To be efficient, “Social Media has added an entirely new level of INDUSTRY SHOWS you have to be consistent. CONFIDENCE IN SEMA engagement.” We want repairers to have Nearly 2,000 exhibitors are Strauss served as keynote speaker at the PPG MVP a procedure that is con- confi rmed to participate in the Business Solutions Conference held at the JW Marriott sistent no matter where SEMA Show Priority Booth Camelback Inn in Scottsdale, Ariz., in April. The confer- you are,” says George Selection Process, a six percent ence drew a record crowd of approximately 475 colli- Avery with State Farm. increase over 2012. sion professionals. The conference was open to owners Avery discussed the new »» ABRN.COM/BOOTHSELECTION and managers of collision centers using PPG Refinish approach at the recent PPG products. MVP conferences are biannual events and key MVP Business Solutions VISIT ABRN.COM components of PPG’s ongoing commitment to provide Conference in Arizona. advanced business thinking and innovative solutions to As State Farm rolled out its MVP customers. its new claims system, SEARCH THOUSANDS OF BREAKING AND ARCHIVED >> CONTINUED ON PAGE 8 NEWS ARTICLES TO STAY INFORMED which allows company Photo: Michael Willins

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>> CONTINUED FROM PAGE 6

SHOPS TOLD TO GET SOCIAL AT PPG EVENT

Strauss delivered a dynamic, insight- Frank Terlap, CEO of Summit Software Terlap explained the value of search ful presentation titled “Branding 101 | and Marketing Solutions, shared similar engine optimization (SEO) and how shops Brand Strategy Essentials,” explaining social media sentiments during his pre- should be using proper SEO practices for the audience how now, more than sentation on digital marketing. Terlap to enhance online visibility of their busi- ever, brands matter and should be broke down for attendees various forms nesses. built into business marketing, advertis- of digital marketing that shops must take Why is digital marketing so important? ing and public relations strategies. He advantage of in order to stay front of mind Terlap sited statistics, including a note also spoke during breakout sessions with today’s consumers. And it’s vitally that Internet usage stands at 80 percent about social media and how shops important, and simpler, to focus efforts for the U.S. population, and 50 percent should be tapping into such tools in on customers you already have to grow use smart phones (a number that’s their marketing efforts. your business. He recommends contact- expected to reach 75 percent by 2016). He cautioned, however, that social ing customers at least four times per year Along with discussions on branding, media is not an advertising channel. after you’ve repaired their vehicle in order marketing and social media, attendees “It’s not designed to introduce (your to get repeat and referral business. heard from State Farm’s George Avery business),” he warned. “It’s designed Each car owner whose vehicle you who presented the insurance company’s to retain those who prefer you.” Focus repaired influences 4.2 other repairs in overview and perspective on what he on your connection to the audience, and the last year, Terlap explained. That can defined as “Industry Headwinds” and not business tidbits that mean nothing to help or hurt you depending on your ability how State Farm is looking at restructur- customers. For example, noting through to connect with those former customers. ing to adapt to the changing industry social media that you have a new frame “What’s the daily process that you or landscape and opportunities (see story machine will do nothing for engagement, someone in your business is doing to page 6). He also outlined the company’s whereas they will react when you ask market your business every day?” he history on the developing need for an them to rate photos of recent custom asked, provoking the audience to think electronic parts ordering system and finishing projects at your shop. It’s all about their communication efforts. “You addressed several questions regarding about being proactive and creative in want to keep your brand in front of your the PartsTrader initiative. your approach, said Strauss. customers and deliver them value.” -- Michael Willins, Content Director

STATE FARM TRANSITIONS TO ENTERPRISE APPROACH representatives to handle claims any- the body shops, so that we are con- effort to give our customer not only a where in the United States, inefficien- sistent wherever we go. However, remarkable experience, but at the same cies and inconsistencies among the these changes are not going to affect time help our business partners get a zones were addressed. the repairer in any way as it relates to consistent read from State Farm so they The insurance magnate had been their current repair procedure. It may can operate as efficiently as they can,” operating under a regional approach, be totally transparent to the repairer,” Avery says. “And it is the customer with 26 regional offices, since the Avery says. that wins. A customer is not having a 1960s. Each office was individually run He cites supplement requests as good day if they wreck their car. They with its own underwriting, advertising an example of an enhanced efficiency are looking to all the stakeholders to and claims services. About 15 years through the new practice. “Say a State get them back to where they were as ago, the company transitioned to a zone Farm job comes in to a non-Select quickly and efficiently as possible.” approach, streamlining from 26 regional Service facility, and we come out and While implementation of the enter- offices to 13 zones, which again, were write the original estimate. The facility prise-driven approach is underway, independently run, Avery says. tears it down and finds additional dam- “the commitment to continuous The new enterprise system will age. One zone may have called a certain improvement to benefit our customer utilize three major, multi-functional number, while another may have faxed is ongoing,” Avery says, citing State “hubs” in Phoenix, Dallas and Atlanta, it in. We’d like that when anyone has a Farm’s efforts to continuously solicit along with operations centers across supplement, no matter where they are customer feedback and industry input. the United States and Canada that located, they all do it the same way,” The company gains feedback through house claims, underwriting and any Avery says. local management, which reports other needed support functions. The improvements may be more repairer insights; Avery, who works The enterprise-driven system allows noticeable to multi-shop operators to gather input at industry events; and all those at the same level across the (MSOs) with shops across multiple the compa- corporation to communicate and devel- geographic areas that had originally ny’s advisory op best practices. These best practices reported to several zones. However, council, which are determined independently at each the overal goal is to simply streamline interacts with level, not handed down through corpo- the process whenever a shop is dealing body shops rate mandates. with State Farm. and consul- “This is in the best interest of our “You need standard practices to be tants to gain customers and our business partner, efficient. We believe this move is in an input.

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COMPENSATION EVALUATION

The suit’s techs claimed the dealership failed to pay a mini- CASE CALLS FLAT RATE mum wage for wait time between repairs. The trial court found in their favor. The dealership argued that it had complied with INTO QUESTION California wage laws because the company made up the differ- ence if the pay for hours on the clock fell below the applicable BY BRIAN ALBRIGHT | CONTRIBUTING EDITOR minimum wage. However, the court found that the company could not average piece-rate wages across all hours worked. A recent California appellate court decision may affect long- Under Federal law, the flat-rate compensation system at the standing state flat-rate/piece-rate payment practices, and dealership would satisfy minimum wage requirements, because could pose a significant challenge to autobody and mechanical the company averaged the pay across total actual hours worked. shops when it comes to compensation strategies. However, the new ruling holds that non-flag hours should be In an unpublished decision handed down in early April, the compensated at least at the minimum wage, separate and apart California 2nd District Court of Appeal held that piece-rate- from the amount earned while performing repairs. paid employees must be paid a separate hourly rate for time The California Wage Orders require that employers must spent on the clock not related to their piece-rate repair work. pay “not less than the applicable minimum wage for all hours The class-action suit was brought by technicians employed worked in the payroll period, whether the remuneration is by Downtown LA Motors (DTLA), a California Mercedes-Benz measured by time, piece, commission or otherwise.” dealership. The court ordered the dealership to pay the class The court avoided the issue of whether other commission- members for time spent on non-repair tasks and wait time, or incentive-based compensation systems would be viewed as well as applicable penalties under California Labor Code. under this ruling, but it could potentially render such payment The dealership paid techs a set rate for their flag (repair) programs unlawful unless other standards are met. DTLA is hours. The company calculated tech pay by multiplying the appealing the judgment to the California Supreme Court. flag hours accrued by the flat rate. Non-repair hours were also In the meantime, shops in California that use the flat-rate tracked, and earnings were determined using hours on the compensation system (the majority of shops) are advised to clock multiplied by the minimum wage. If the flat-rate compen- consult with their legal counsel experienced in the auto repair sation fell below minimum wage requirements, the dealership industry and with flat-rate payment plans to evaluate their made up the difference. compensation programs. ome dvanced Process Management

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Visit a store, give us a call, learn more or share ideas: 800-798-5872 | sherwin-automotive.com | STAY ON TOP OF INDUSTRY DEVELOPMENTS with a FREE subscription to ABRN’s COLLISION REPAIR E-NEWS COLLISION REPAIR ALERTS COLLISION REPAIR FLASH ABRN DIGITAL EDITION E-ZINE sign up today: abrn.com/enews

COLLISION REPAIR AutoWorks PDR helps shops INDUSTRY across the U.S. tackle hail Owner Mills explains how his company can save shops a lot of headaches

BY AAGEDITOR | ABRN BLOGGER The PDR hail repair provider for CARSTAR Colli- hen a hail event occurs, it inundates sion, which has more than 400 repair facilities in the repair facility with an enormous North America, AutoWorks sets itself apart from Wamount of extra repair assignments, the competition with its training methods for staff- Consumption of scheduling confl icts and cycle time issues that re- ing, organization, coordination quire extensive coordination to meet the demands and streamlining during a hail alternative fuels of the repair facility’s existing collision customers catastrophe for repair facilities, and their insurer partners’ needs. Bottom line — Mills says. increased to almost a hail event brings pure chaos and stress to a re- The fi rst step is knowing pair facility that specializes in collision repair, not what partners like AutoWorks 13 percent in hail repairs. “It is easy to get overwhelmed pretty can help you tackle, and what 2011, according quick,” says Bob Mills, president of AutoWorks, they can’t. Inc. And that is where his company comes in. ABRN: Explain some of the types of damage to the U.S. Mills founded AutoWorks PDR, based in Den- that can be PDR’d, and examples of what can’t. Energy Information ver, Colo., in 1996. He brought in Cliff Mayer as Mills: Hail damage, minor dents and door dings his business partner in 2003, and they shared a are all candidates for PDR. Cracked paint, location Administration. vision to provide quality and service while build- of damage and the severity of damage all play a ing a company that now competes on a national role in deciding what can and cannot be PDR’d. level in the paintless dent repair (PDR) industry. Hail damage: We have a little more leeway with

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When BI turns to BS ward our understanding of what data that affect our ability to makers, brimarc people in the fi eld are observing, service a market, or allow us to or we made Technology and the huge capa- customers and would be cus- respond to emerging trends and conscious bility that comes with it has revo- tomers are saying or doing, and opportunities. BI is the process decisions to lutionized the sales and sales what actual strategic and tacti- of our knowing our market so that disregard what the data management worlds by making cal trends are showing. Business we can own our market and ulti- was telling us. This is not data available, which a few short intelligence is solely designed to mately retain our market. BI is not an attempt to relive history and years ago would have been un- get information into the hands of only having the quality data but certainly not an attempt to cri- imaginable. owners, stakeholders and senior being in a position to do some- tique what was or was not done managers as soon as it is pos- thing with it. in these two instances, but it is Business Intelligence (BI) refers sible and in a format that will al- an attempt to highlight the fact to the process of making better I would purposely draw the low them to make better, more in- that having the intelligence is only business decisions through the correlation between historical formed and timely decisions, and half the battle. Having the quali- use of process, data, key people, events we should have anticipat- to identify opportunities. fi ed, quality data on time and in a and related tools to report, ana- ed and responded to and the use format that will discern a threat or lyze and predict what is going on BI is the process that gath- of business intelligence in our an opportunity is the key. in a particular market with cus- ers information, warehouses current-day corporate and orga- tomers and potential customers and presents operational data, nizational worlds. At both Pearl Having important, actionable or with specifi c marketing cam- and does this in a format that is Harbor in 1941 and on Sept.11, information buried beneath a paigns. timely, concise and actionable. 2001, we were in possession of mountain of irrelevancy is little More and more, BI relies on near specifi c and credible information different than not having the in- Intelligence here is not referring real-time data that includes op- that should have allowed us to formation at all. Having business to a bunch of smart people sitting erational data, marketing, CRM, avoid these disasters; but in both intelligence is only useful if you in a room planning our next mar- logistics, and supply chain and of these cases, the data either are able to act upon it. Continue keting campaign, but more to- other pertinent enterprise-wide failed to make it to key decision reading at abrn.com/BItoBS.

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Search thousands of archived tomer from having the roof cut off, and is a In most cases after we PDR a push to paint, and breaking news stories by keyword better, faster and cheaper repair for the cus- all that is needed is prime and block time be- tomer and the insurance companies. Push to fore paint. To continue reading this blog, visit paint repairs are performed on severe dam- abrn.com/AutoWorksPDR. JUNE 26 ● The Value of OEM Certifi cation for MSOs abrn TOP VIDEOS TO WATCH NOW CALENDAR 2013 INDUSTRY Produced in cooperation with ARCHIVES WEBCAST PPG. 2013 SCHEDULE WEBCAST JULY 24 ● Get Familiar with the ● PPG profi les in performance: Gene DCT450/470 Transmission Winfi eld Sponsored by Transtar, in partnership with ATSG. From the streets of California to the movie screen, everything Hot Rod has its roots with the legendary AUGUST 13 Gene Winfi eld. ● Structural Steel Parts [ABRN.COM/PPGPROFILE] Replacement ● Rad Rides by Troy 1956 Buick Produced in cooperation with I-CAR. 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Visit: www.abrn.com/ICARAluminum ● Frame systems & the MSO Learn what style frame syste is best for the READER FEEDBACK TO ONLINE ARTICLES MSO operation, depending upon certifi cation, in- surance requirements, building designs, clien- tele and more. To the LinkedIn discussion has it made a huge difference. I had to swallow my Visit: www.abrn.com/MSOFrame pride when I fi gured out that even though my family started by Eddie, “Has anyone ● has been doing this since 1951, something wasn’t 2013’s top shop challenges used a business coach for their right. There is good money is this business, and the Get insight about how to best respond to com- body shop? I’ve thought about sky is the limit. We have seen a very high net profi t peition, get new customers and turn them into and have grown consistently. The ROI is way more long-term shop advocates. looking into one who can hope- than the cost. Visit: www.abrn.com/2013challenges fully bring my shop to the next level. Thoughts? Advice? Person- To the LinkedIn discussion start- al experience?” ed by Krista McNamara, “Mat- thew Orhnstein passed away. The From Sandra Baker-Assemi: We used a coach JULY 23-34 that I had some rapport with initially and thought he Symphony Advisors founder and ● could succeed with our closely held family business. Collision Industry Conference He zeroed in on our goals and personal styles. That former Caliber Collision CEO will Boston, Massachusetts has helped us defi ne our direction and improve com- be missed in the collision repair OCTOBER 16-19 munication. Finding realistic solutions that lead to industry.” ● growth does require an industry specialist who can NACE/CARS From Jay Pope: examine fi nancial practices and growth. The best Matt was instrumental in helping Las Vegas, Nevada our company lead the charge with implementing lean person I’ve seen is Mike Anderson. He is personable NOVEMBER 5-8 and can spout ratios like a Greek mathematician! manufacturing in the collision industry. He will be missed by all of us in the DCR Systems family! ● SEMA 2013 From Greg Lobsiger: For the last fi ve years I have Las Vegas, Nevada Louis Pope, Jr.: had help from consultants in our business, and boy, My condolences to a forward- thinking gentleman of our industry. NOVEMBER 6-7 ● Collision Industry Conference Las Vegas, Nevada the community— join the discussion

SEARCHAUTOPARTS.COM VOL.52.06 13 THE SHOP OWNER BY CAMILLE EBER | columnist [email protected]

Ensuring your records are in order Shop owners need to protect employees, themselves through proper personnel files

he addition of a second shop this year has t
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T that process is setting up a personnel file direct deposit their paychecks, this authorization goes in the file. for each employee. It may sound like a minor detail, t
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with your attorney), here are some guidelines I suggest. The first thing is true in every some of which may be surprising. Federal regulations, for example, prohibit employers state: Personnel files should be stored in a locked file or office so that no one has from keeping I-9 records, the forms used to confirm that new hires are authorized to access to them unless they have an authorized need to see them. The files contain XPSL
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PERSONNEL FILES A final category of information that should not be stored in personnel files is have signed their application indicating the HELP PROTECT investigation materials: reference letters provided to you by applicants, background information is true and giving us certain rights check reports or materials related to an investigation of an employee’s violation of the during the hiring process. It’s important to YOUR BUSINESS company’s harassment or other policies. have this documentation should an issue IF YOU HAVE AN Also make sure you understand your state’s rules about allowing an employee to involving it arise. TFF
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employee has received our employee hand- A COMPLAINT make sure the file is in order. book and agrees that it’s their responsibility to AGAINST YOU.” In an ideal world, you won’t need to access personnel files often. But if you do, read it and abide by company policies. We also having them complete can protect your business. use a separate signed acknowledgement indicating the employee received and agrees to abide by the company’s policy against harassment. t
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in the personnel file.

GO ONLINE NOW to search thousands of articles, videos & resources. You will also find a complete archive of the author’s previous articles. TO GET THE FREE APP: FROM YOUR PHONE’S BROWSER GO TO: WWW.SCANLIFE.COM If there's a topic you'd like me to address, I'd love to hear from you.

Camille Eber is the second-generation owner of Fix Auto Portland East in Portland, Oregon.

14 JUNE 2013 ABRN.COM In this business, it’s a matter of survival.

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facebook.com/prospray youtube.com/prosprayautofinishes THE FUTURIST BY GREG HORN | columnist [email protected]

The influx of sub cars Electric and gas-powered environmentally friendly vehicles are gaining traction

orry to disappoint you James Bond fans, but motor, and feature a traditional standard shift transmission. Tiger Truck has the largest we won’t be discussing the Lotus Esprit that available array of truck body options for niche applications. Primary distribution in the S turned into a submarine in The Spy Who U.S. is through a select dealership network. Tiger Truck is headquartered in Poteau, Loved Me. The sub cars under discussion here are Okla., where the company has an advanced assembly plant with more than 180,000 the growing class of small, environmentally-friend- square feet in five interconnected buildings. It sources components both domestically ly vehicles meant to cruise economically around and globally. Limited-use vehicles like the ZENN and the Tiger Truck may sound like toys, but urban settings and college campuses. wait, there’s more. Moving into the mainstream and definitely street legal is the upcoming BMW i3. Many of these are offered as This little urban car is almost ready for U.S. streets and will be priced at $35,000 – both electric and gas-powered “LIMITED USE VEHICLES around the price of a new 3-Series Beemer. And what will that $35K get you? BMW vehicles. Many can be driven has leaked some interesting details. The i3 will feature a surprising 150-horsepower on city streets, meaning a large LIKE THE ZENN AND motor – a lot for its size and good for a range of 160 miles between charges. Of exposure to other vehicles, so the THE TIGER TRUCK MAY course, if you take the i3 to its alleged 100-mph top speed, that range will probably be chance of literally running into one SOUND LIKE TOYS, drastically reduced. With the electric motor mounted in back (like the old VW Beetle), of them is growing. the i3 leaves 14.1 cubic feet of luggage room up front and under the seats. In a joint The ZENN (Zero Emissions, No BUT MOVING INTO venture with Volkswagen, the passenger cell will be made from carbon fiber to keep Noise) car is a good example of THE MAINSTREAM weight down and balance out the batteries that line the floorboards. the new sub car class. The ZENN Advanced technology doesn’t come cheap. BMW is banking on moving 40,000 is a two-seat, full battery-powered AND DEFINITELY examples annually from its Leipzig plant, which is currently being retooled to produce electric car built by ZENN Motor STREET LEGAL IS THE “i” electric vehicles. The i brand is BMW’s future sub-brand of clean, cheerful electric Company. According to the com- UPCOMING BMW I3.” vehicles, meant to coexist in the same slightly bizarre temporal plane with Mini pany’s website, the ZENN has a Cooper’s electric 1-Serieses. range of up to 40 miles (64 km) and is speed-limited to 25 mph (40 km/h) – ideal for So, while the ZENN and Tiger, with their limited use, may have limited exposure to a neighborhood run-about. The manufacturer is based in Canada, but the ZENN is not crashes, the BMW i3 will definitely be out there trading paint with other mainstream legal in most Canadian Provinces. It is, however, legal in most U.S. states. Because it gas-powered and hybrid vehicles, albeit with panels and structure made from carbon qualifies as a neighborhood vehicle, it doesn’t require side beam protection or airbags. fiber. The question is: will BMW’s repair strategy for its carbon fiber shell be similar to You can watch how easily the plastic body crushes in the IIHS test by visiting abrn. their restrictions on aluminum? We will have to wait and see. com/ZENNtest. Another vehicle in the sub car class is the Tiger Truck, which is aimed at taking out the ‘Cushmann carts’ we remember from our school campuses. Unlike the ZENN car, the Tiger Truck is not legal for street use, but since 1999 the Tiger Truck company has been delivering a series of light utility trucks and vans for “off-road use” (mean- ing around large campuses). The unique thing here is that all Tiger vehicles meet the stringent EPA standards, are available powered by a variety of fuels or an electric

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Greg Horn is vice president of industry relations for Mitchell International.

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QBSUT THE ESTIMATOR BY RICHARD FORNESS | columnist [email protected]

Information is the key Keeping pace with tomorrow’s technology requires training, education

n a recent industry forum, leaders for both the I think most of the industry understands the tidal wave of new technology from the insurance and collision repairer segments cited OEMs, but what resources can you tap into to stay on top of the wave? New coatings, I rapid advances in vehicle technology as one of materials and collision avoidance technologies all present different challenges to their top concerns for the future. To the shop, this diagnostics as well as repair processes. In every instance, information is the answer. means investment in new technology and equip- Knowing the substrate material at the time of the estimate makes for a better repair ment, along with the training to use it effectively. plan, and accessing the information specific to the collision avoidance technology on board the customer car in your shop could impact even a simple bumper repair or windshield replacement. For those who read this column regularly, you know I view the collision estimating Training in OEM repair requirements, along with a core industry education, are process as much more than just converting the concepts surrounding vehicle damage essential, and represent a great start to getting up to speed, but how do you know what to words on a printed page. The business model we all function in today has evolved was built into the client car that just rolled into your shop? OEM certification programs gradually to an ever-increasing level of complex- and accessing the information through the dealer parts department was the answer ity. With that in mind, I want to pose a question in years past. If we take a page out of what is driving intelligence throughout other for the next five years and beyond: how are you “HOW ARE YOU industries around the world, tighter integration of information is the answer. And by investing in your business and in your staff to INVESTING IN that, I mean having knowledge at your fingertips about exactly what was on the vehicle compete in tomorrow’s collision repair industry? YOUR BUSINESS when it left the factory — in the form of RPO (Regular Production Option) data — is the The fact is, equipment and training should best solution for estimators to stay on top of what goes into cars today. always be top of mind when it comes to the need AND YOUR Imagine knowing the build sheet data before you create a repair plan, or addressing for shops to restore safety to clients’ damaged STAFF TO the on-board advanced technology and vehicle-specific construction before you com- vehicles. In higher education several years ago, mit to a repair method. In today’s fast-paced environments of doing more with fewer a video was produced showing that colleges COMPETE IN resources, quick integrated access to this level of information may well solve many are now educating students to perform work TOMORROW’S collision repair pain points today as well as in the future. with technologies and in fields that may not COLLISION Just for a twist to my common theme of the ongoing need for training, and for even exist today. Technology is moving so fast access to information that is available at the right time and in the hands of the right — what was considered next generation a few REPAIR people, think about how you will improve your business by not only keeping pace, but years ago is obsolete today. As an example, look INDUSTRY?” also embracing the value that OEM vehicle data and training can bring to your business. to recent OEM announcements regarding new It all comes down to understanding the partners that are driving your business now construction materials and manufacturing techniques. Driven by higher safety and fuel and in the future. Take their lead and learn from them; apply new knowledge to your economy standards, auto manufacturers are moving toward designs that essentially business each and every day. put the everyday passenger into a vehicle on par with an airframe in a fighter jet. Honda recently launched the 2013 Accord with a new ultra high-strength steel body structure, constructed with new welding technology. And mainstream vehicles using state-of-the-art construction methodologies, such as Honda’s Advanced Compatibility Engineering (ACE), are quite possibly in your shop right now.

GO ONLINE NOW to search thousands of articles, videos & resources. You will also find a complete archive of the author’s previous articles. TO GET THE FREE APP: FROM YOUR PHONE’S BROWSER GO TO: WWW. SCANLIFE.COM If there's a topic you'd like me to address, I'd love to hear from you.

Richard Forness is national account manager – West, for Audatex North America. He has 19 years of experience operating repair shops.

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How many repairable As the nation’s leading certifying authority we vehicles have you protect you by putting parts through tough seen declared a total tests to see if they fit, perform, last and are as loss due to today’s safe as the originals. Only those that pass earn high cost of parts? CAPA Certification. Those that fail? They’re How many potential out there somewhere. jobs have you seen go Don’t be fooled. If you don’t see the CAPA off to the crusher? Quality Seal on any part send it back and The CAPA Seal is proof a replacement One way to make make sure you get the real deal. We don’t part is certifiedby the industry leader in parts certification: CAPA. more jobs repair- compromise and neither should you. able—without compromising your standards— is by using CAPA Certified replacement parts. They’re high quality, yet affordable.

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THE CONSULTANT BY TONY PASSWATER | columnist [email protected]

Stop double dipping Fix inefficiencies, not your software

am sure you have seen or experienced the of many of the issues that the repair industry faces every day when being held to frowns when someone (maybe yourself) at a requirements set by insurers for usage of used parts, or mandated parts procurement I reception or party double dips their chip, veg- programs. etables or chicken in the sauces available. Today, talking with many recyclers, the purchase prices paid by foreign buyers who simply rebuild them in their country, often with different and lower safety standards and tax advantages for bringing them into their country as “parts” verses the tariffs At my house my kids even set the ground rules when a bag of chips are opened at imposed on imported new vehicles, is almost ridiculous — at times more than 55 per- the table by stating before anyone grabs the chips, “No double dipping!” cent of actual cash value! The good vehicles with Grade A parts are simply not going As I have stated in my last two columns, let’s focus on the real issues and not into our supply chain. What is left from being filtered by foreign buyers and domestic believe that an insurer-mandated software program is the solution. In my last col- rebuilders is far from being acceptable to any collision repairer. umns, the key issue with used parts is their “real” condition, and that it is completely The industry generally should expect and receive true “Grade A” parts if they are hidden from the vehicle owner. But why has this become such a huge problem, and going to be used in the repair process; however, this is not like school when the teacher what does double dipping have to do “curves” the grades. Grade A is a standard (less than 1 unit of damage) that needs to with all this? Believe it or not, double be upheld, but the double dipping is a major reason for the parts being unacceptable dipping is probably one of the key “DOUBLE DIPPING and causing a loss of efficiency. This again should not be buried into the original price root causes for the present condition IS PROBABLY ONE quoted as “new and undamaged” or it continuously goes undocumented and hidden of used parts and the inefficiencies OF THE KEY ROOT from the vehicle owner. it has added when procuring used Economics are very clear why this happens: $18,000 ACV vehicle with $8,000 of parts, not the system in which we CAUSES FOR THE damages. The vehicle is totaled because the rental bill is lessened; the claim is closed use to order them. PRESENT CONDITION quicker, with no supplements; and a high price is paid for the salvage. Why would a In the distant past, it was not typical vehicle owner have any problems with this, unless they are upside down with uncommon for salvage value pur- OF USED PARTS AND financing? They often get a new car quicker than ever before, and they don’t have a chase agreements ranging from 11 THE INEFFICIENCIES “repaired” vehicle any longer. percent to 22 percent of the actual IT HAS ADDED WHEN The high salvage value pressure has gotten so extreme that another industry has cash value (ACV) for the totaled been created that is loosely termed “middle men.” Their sole purpose is to take vehicles vehicles. These vehicles then entered PROCURING USED that are going to be sold at auction (online or live) and make them look better for into the supply chain at a much PARTS.” resale. In this process, anything goes to raise the prices paid. Again, less goes back larger percentage, even though there into the supply chain. was still a level of “rebuildables” that were not “parted” out. Today it is much different. Isn’t it time to stop the double dipping? It is time to allow the true collision repair profes- Today, the Internet bidding process has opened a new lucrative business opportu- sional to do his job unhindered by software mandates that aren’t part of the true solution. nity for insurers that didn’t exist in the past, and they are taking full advantage of it. However, it is causing issues with the parts that are left and available for the supply chain. This has quickly turned the “total loss” department of an insurance company into a formidable profit center, and one of the key drivers in whether a vehicle is going to be repaired today or totaled. This is simply double dipping, and is a key root cause

GO ONLINE NOW to search thousands of articles, videos & resources. You will also find a complete archive of the author’s previous articles. TO GET THE FREE APP: FROM YOUR PHONE’S BROWSER GO TO: WWW.SCANLIFE.COM If there's a topic you'd like me to address, I'd love to hear from you.

Tony Passwater, president of AEII, has been in the collision industry since 1972.

SEARCHAUTOPARTS.COM VOL.52.06 21 SHOP MANAGEMENT | BEST PRACTICES

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MINDING YOUR BUSINESS

GET MORE PRODUCTION OUT OF YOUR SHOP’S PAINT EQUIPMENT BY JOHN YOSWICK | CONTRIBUTING EDITOR IMAGE / AL THOMAS

may seem not alone. Steve Feltovich, manager of business consulting surprising services for Sherwin-Williams Automotive Finishes, said THE NUMBERS to some his company’s production benchmark is six or seven cars shops, but Steve Trapp said improvement per day per booth, but the industry average nationwide is in paint products, equipment and pro- far below that. duction systems have raised the bench- “It’s right about 3.1 units per booth per day,” Feltovich mark for the number of jobs that could said. “So our run rate is about 50 percent of what it should fl ow through your paint booth each day. be on a national average. I’ve seen shops that are even be- “We have gotten our booth window low that, usually because they have too much equipment.” down to 72 minutes,” said Trapp, col- Steve Trapp How can you move your shop’s paint department clos- lision services development manager er to six or seven jobs per day? Paint for Axalta (formerly DuPont) Performance Coatings. “Instead company representatives say it takes of 90 minutes like it used to be for booth cycle, we’ve gotten a combination of the right equipment, it into the 70s. In an 8-hour day, you can paint seven cars.” processes and talent. Extrapolate that, he said, and it comes to 140 jobs a month per booth. Work a staggered shift to run the booth 12 hours The right equipment instead of eight, and you should fi nish 11 cars daily or 220 As the shop facility planning manag- monthly. With a full second shift, it’s 260 jobs per month with er for Akzo Nobel Coatings, Rick Far- just the one booth. nan says improving booth car count If your shop is not close to that level of production, you’re begins with having the right booth Steve Feltovich

22 JUNE 2013 ABRN.COM Work With the Best! Keep it Genuine.

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being used in the most effi cient man- A drive-through booth is generally ner. He said a full-downdraft booth, ideal, he said, because cars ready to be TIME TO ADD A BOOTH? for example, offers better air and heat sprayed can be staged just in front of fl ow throughout than a cross-fl ow or the booth, rather than having to wait semi-downdraft. for the car inside to be backed out. Adding a booth is no small “In a downdraft booth, depending Farnan said location should be a investment, so how can you know upon the length and width of the fl oor consideration when deciding on booth it’s the best solution to an apparent exhaust area, the air fl ow through the burner design. Direct-fi red burners will bottleneck in your production? cabin should be uniform from front to deliver a constant temperature regard- BASF’s Joe Skurka thinks it’s back and side to side,” Farnan said. less of how cold it gets outdoors; indi- generally a mistake to add an “In a semi-downdraft, the area below rect-fi red burners are subject to temper- additional booth until you’ve truly the ceiling fi lters near the fl oor is sub- ature swings when used in extremely maxed out production with your ject to little or no air movement. So you cold climates. existing equipment. tend to get better air fl ow and drying on “In direct-fi red units, the burner is “Consider extending your paint one end of the vehicle than the other.” basically maintenance-free and should shop hours first,” Skurka said. last a lifetime,” Farnan said. “In indi- “You can have your booth running rect-fi red units, the drum or heat ex- 10 or 12 hours a day before you’re MEASURING changer is exposed to constant tem- at all maximizing the use of your BOOTH CYCLE TIME perature swings, and will likely need equipment.” to be replaced.” Akzo Nobel’s Rick Farnan said Shops have long measured cycle when he is planning shop layouts, time in terms of “keys to keys:” The right process he keeps a simple “10-2-1” formula The average number of days from But there’s plenty shops can do to boost in mind. For every 10 metal shop when the customer dropped off their their booth’s throughput aside from stalls, he said, a shop should have damaged vehicle to when they get upgrading to a better booth. Process two prep stations and one booth. back their keys and repaired vehicle. can be just as important as equipment. Fewer body stalls, he said, and use of But Joe Skurka, manager of OEM Sherwin-Williams’ Feltovich said the equipment won’t be maximized; and industry relations for BASF scheduling can impact how much work too many body stalls, and the booth Automotive Refinish, said shops the paint shop can get through the becomes a bottleneck. may want to measure – and work booth in a week. Farnan said that before adding to improve – a subset of that: booth “The age-old pattern of scheduling another booth, he recommends cycle time. all cars in on Monday and out on Fri- considering a closed-top, open-front “I typically hear people talk about day sets you up for mass chaos in the (CTOF) prep station unit with a how many cars a day can you get paint shop one or two days a week, and minimum of two solid vertical walls through the booth,” Skurka said. under-utilization of the booth on other and a pressurized ceiling plenum. “That’s usually the productivity days,” Feltovich said. “Schedule cars They can be used for spraying and measure, and that’s a valid in every day of the week.” drying of primers as well as basecoats measurement, for sure.” Next, he said, get ahead of any po- and clearcoats. The air quality is But, he said, shops can also check tential bottlenecks by identifying col- similar to an enclosed booth, and how they are doing by dividing ors and specialty coatings on each ve- they can handle both vehicles and the number of repair orders (ROs) hicle during damage analysis. small parts. processed in a week or month by the “Also, inspect your paint and ma- “So if my shop has 10 body stalls number of hours the shop is working. terial inventory daily to make sure you and one booth, and I have too much For example, he said, Shop A has have the products for the cars you’re work in my paint shop that I can’t one booth (running 8-hour days) and painting in the coming week.” get out, should I consider a CTOF?” processed 89 ROs in a month with 21 Feltovich also said shops should get Farnan said. “Because of its fl exibility, weekdays. Divide 168 hours (8 hours away from cutting in or painting some it can handle multiple jobs and reduce times 21 days) by 89 to get a booth parts for a job one day, then spraying the workload on your single booth.” cycle time of 1.9 hours per RO. the rest of the job on another. Or Shop B has two booths working “Move toward painting everything 10 hours a day and processed 246 jobs at one time, for the entire job,” Feltov- Don’t bring parts into the booth on in that same 21 day month. Divide 420 ich said. “There are some exceptions the same racks on which they were hours (20 hours a day – 10 per booth – to that rule, but try to set each job up prepped, Trapp cited as an example, be- times 21 days) by 246 to get a booth so everything pertaining to it can be cause that introduces sanding dust into cycle time of 1.7 hours per RO. refi nished at one time in the booth.” the booth. Instead, transfer prepped Skurka said BASF suggests a Axalta’s Trapp said seemingly sim- parts to fl ipper-style racks used only booth cycle time benchmark of 1.6 ple things, like having the right type of inside the booth that make the parts to 1.8 hours per RO; the lower the racks, can boost the amount of work that quick to maneuver during spraying. number, the better. can be processed through the booth. Shops are increasingly painting

24 JUNE 2013 ABRN.COM WATCH TIPS ON PROPER SPRAY GUN TECHNIQUES ABRN.COM/SPRAYGUN

parts off the said. “Otherwise that dirt travels with mixing room – lead to less buffi ng,” vehicle, Trapp that car all the way through the process Trapp agreed. “If the painter can go said, which en- and into the booth. Now you’re paying in and paint and not buff, he can keep ables parts for guys to go back once it’s been paint- the fl ow going. We’re taking shops that multiple jobs ed and get the dirt out of the paint. were 80 percent buff down as low as in the booth at It’s costing you a lot of money, time 15 percent buff.” the same time and energy.” Trapp and the others said improve- – if the booth “Three things — personal protective ments such as these are the key to a airfl ow is prop- equipment, a clean booth and a clean shop boosting a booth’s car count. Joe Skurka erly balanced. If the booth is equipped with a variable frequen- cy drive to balance airfl ow in and out based on what is in the booth, Trapp said, make sure painters are trained on its use. Feltovich agreed that painting parts off the vehicle is the way to go. “Some shops are even removing parts at their own expense to paint them off the vehicle,” Feltovich add- ed. “A shop at a training class I was doing recently brought up that they are removing panels to blend them off the car. They’re not getting paid to re- move them, but they’re doing it because it speeds up the process. It’s really in- creased their production rate per day.”

Maximize throughput Bryan Robinson, North American man- ager of national accounts for PPG Auto- motive Refi nish, said he’s seen shops im- prove booth car count simply by ensuring there’s always another job ready to move into the booth. “To always have a vehicle ready to go into the booth, you may have to pull a guy off priming to help get another one prepped,” Robinson said. “That GET THE TRAINING THAT HAS EQUIPPED 50,000+ makes sense when you consider that every hour that booth sits empty, pre- TECHS TO PROFITABLY REPAIR TODAY’S VEHICLES. suming you have the inventory of work to put in there, it’s costing you $2,000.” Learn complex structure repair with comprehensive, hands-on training from Trapp said really good lighting in Chief University. Chief instructors teach the latest design-based repair procedures the prep area will help ensure the jobs on today’s vehicles. Fully certified and associated with the I-Car Training Alliance, staged to move next into the booth are there’s no better training system for accurate – and profitable – collision repair. truly ready to be sprayed. “You want to be able to see any shiny spots that need to be handled,” he said. “You want to catch it outside the booth so you’re not bringing any New courses now available. Call 800-445-9262 or see the of those contaminants or doing any complete course list at www.chiefautomotive.com/courses/abrn. of those processes inside the booth.” Robinson said cleanliness improves paint department profi ts by reducing time spent denibbing and buffi ng. “The vehicle should be cleaned be- fore it comes into the shop,” Robinson SHOP MANAGEMENT | BEST PRACTICES

MINDING YOUR BUSINESS

UNDERSTANDING THE DIFFERENCES, CHALLENGES AND BENEFITS TO WATERBORNE VERSUS SOLVENT-BASED SYSTEMS

BY KEVIN MEHOK | CONTRIBUTING EDITOR

painted a room or two in our homes, ronments. The use of water-based paint technology has been apartments or offi ces. In every case, if widely accepted in Europe for a long time, and has more re- WE HAVE ALLyou were painting indoors, you used cently found a foothold here in the U.S. because of the lower a water-based paint product called acrylic latex paint. It has lit- VOCs (Volatile Organic Compounds) it produces over a tra- tle or no odor, covers well and dries fairly quickly, unless it is re- ditional solvent-based refi nish system. ally humid outside. When the humidity is high, a few fans stra- Just so there is no confusion, the base applications are the tegically placed in the room usually help it dry much faster. It’s only product currently available as water-based compound. not a very complex project to paint a room, but without prop- The clears are all solvent based, although most manufactur- er application techniques and surface preparation, the results ers are developing water-based clears as well. So far, these can be less than desirable. This is a pretty simplistic explana- do not have the durability needed for the automotive market, tion of painting with a water-based product, but it is accurate but I know of one company that seems to have cracked this for both the acrylic latex paint you use in your home, and the problem. I am certain that in the very near future the clear automotive grade of water-based paint. coats in these systems will be available in water. Although it seems as if waterborne technology is a new Many collision shops today are thinking about converting and mysterious thing, in reality, it has been around for de- to a waterborne product, but are hesitant to do so because of cades and is used in many OEM automotive painting envi- the negative things they may have heard about its use from

26 JUNE 2013 ABRN.COM I’m A Convert To PPG Waterborne

“With PPG waterborne, the “Smoother. Cleaner. Lays fast dry time makes a huge fl atter. PPG waterborne just “With PPG waterborne, we difference for us.” all around looks fantastic.” are able to color and clear Steve Gosselin Dean Martinez Painter, MHQ Painter, Jim’s Collision in record time, saving us Marlborough, MA Clinton Township, MI money and materials.”

Paul Kowalski Owner, Jim’s Collision Clinton Township, MI

Convert with Confi dence

©2013 PPG Industries All rights reserved. www.ppgrefinish.com OPERATIONS: MINDING YOUR BUSINESS SHOP MANAGEMENT | BEST PRACTICES

some industry peers. Many shop owners ly a problem. Therefore, it is very im- it works fi ne. By utilizing the electric look at the systems like they are conta- portant to make certain that when fans more often than the venturies, gious diseases, and they stay very far you switch to water, you have your we can conserve air easily. away. The reason for some of this is, spray booth tested to make sure it The humidity of your paint shop initially, at its introduction, waterborne moves enough air. air is a concern as well. Waterborne products were diffi cult to use, had col- I know what you’re thinking. Who paint systems require very dry air. The or-match problems and were very ex- the heck do I call to do that? It’s re- more humid the air in your lines, the pensive. Many shops that tried these ally easy, and your local paint job- slower the paint will dry. I have add- fi rst incarnations switched back to sol- ber should be able to do it for you, or ed a refrigerant dryer that is mount- vent systems very quickly because of have someone from the paint com- ed just before the paint booth, which these and other issues that arose out pany come to your shop. In general, dries only the sprayable air. In addi- of what may have been premature re- if you have a clean, modern booth, it tion to that, a good regulator and des- leases of the products. Shops that tried should move enough air. iccant drier help assure Arizona-type, them and found they did not work well Each manufacturer has different arid air going to the booth. are understandably very hesitant to try metrics regarding the air movement With good booth air movement, dry again today. required for their product, so refer to air and good fans, the base will dry In reality, the paint manufacturers the paint manufacturer’s recommen- fairly quickly. To me, this is the larg- have invested heavily in waterborne dations here. If you have a downdraft est issue any shop will have to over- technology and have been produc- booth with baking capability, the heat come when working with water. You ing better and better products con- will help the base dry faster as well. must be patient with the base coat! sistently in recent years. The chang- If you don’t have a baking booth, you It naturally dries slower than solvent es in the product are staggering, and can still use water; you simply have systems, so your staff will need to al- as a user of a waterborne system in to make sure you move enough air. ter their production processes slight- my facility, I can say with authority The air movement in the booth, ly. They will need to learn to spray on that they really do work well today. created by the booth’s exhaust fans, a coat of the base, turn on the fans They are, however, not the same as may not be enough to effectively dry and walk away! using a solvent-based system, and the product, however. This will likely Leave the booth, and while the there is absolutely a learning curve be the case, so you will need to move base is drying, prep another vehicle, involved, both for your painters and more air by using fans or venturies. I do spray outs on the next car going your production staff, in using a wa- have seen the expensive retrofi t fans into the booth, mask up another ve- terborne product. and know they work very well, but I hicle, or prime another panel. Don’t The most important thing to un- was looking to try and utilize a less watch the paint dry. If you do, your derstand about water-based paint- expensive option, so I chose to use production will slow way down. The ing systems is that they require lots a few sets of portable venturies and key with water is to use the base coat of air movement in order to dry prop- commercially available electric fans drying time to get other things done. erly. I didn’t fully understand this with built-in heaters. So far, they have Doing so will keep the line moving principle until I began using a wa- worked well to facilitate the base dry- and fl owing well. ter-based system, but think about it ing issue. These units are basical- One of several advantages to wa- like this. In any painting operation, ly the same as your standard shop terborne paint systems is that the col- the painted/sprayed material dries by quartz drying lamps, but in addition or matching has been really good. Ob- solvent evaporation. Common sense to the heat lamps, they have two small viously, tinting and spray out cards are will tell you water evaporates much electric fans mounted to the top bar. still a staple of the painting process, more slowly than thinner or reducer. Since you are spraying a nonfl am- but many of the formulas are right By increasing the air movement over mable product, using electric fans in on when mixed properly. We do our a painted surface, the solvent will the spray environment is perfectly OK. best to avoid blending, since gener- evaporate faster. (Just don’t use them when spraying ally the blend panels in most instanc- When using a solvent system, hu- clears and solvent-based products like es are undamaged factory paint, and midity in the air of your spray booth primer or clears.) The air venturies I really hate to get into those panels has only a small effect on the drying gobble up air, and if you use the same if it is avoidable. Sometimes it is not, time of the base coats. Heat will re- compressor in your paint and body but I feel we blend less than what I ally help the solvent evaporate quick- departments, you may run out of air was accustomed to using a solvent- ly, so even with lower air movement quickly, or burn up your compressor. based system. and higher humidity in your booth, Most manufacturers recommend Another advantage of water-based the base will dry fairly quickly. Not that you use a separate compressor paints is generally the coverage is so when spraying water. If your booth for your paint department only, so that much better. This saves application does not move enough air, the base could get expensive. I like the electric time and material cost because you will dry at a snail’s pace, slowing fans for this reason, as well. I do use don’t need to use as much material to down production tremendously. If the venturies, but sparingly. I run my get good coverage. It does take a lit- there is humidity in the air, it’s real- entire shop on one compressor, and tle time to get used to the look of the

28 JUNE 2013 ABRN.COM ProFirst— The Next Step.

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ProFirst is American Honda’s newest collision repair shop recognition program that offers so many advantages. As a qualifi ed ProFirst shop, you will receive recognition with a handsome plaque and a spot on the American Honda Body Shop Locator website. In addition, you will receive access to American Honda’s parts catalog and parts information as well as collision and mechanical service and repair information — all at no cost to you. Find out more at our program website. It’s the next step in gaining recognition, information, and promotion for your shop. profirst.honda.com profirst.acura.com Please see the qualifi cation criteria on the website.

© 2012 American Honda Motor Co., Inc. All rights reserved. OPERATIONS: MINDING YOUR BUSINESS SHOP MANAGEMENT | BEST PRACTICES

sprayed base material, because some had ever sprayed water before work- I have only generated two 55-gal- times during application, the surface ing in my shop, and they picked it up lon containers of waste that had will look horrible, with mottles and pretty quickly. Of course, there was a to be picked up by my waste haul- discolorations that look like you for- learning curve, but there is with any- ing company. That’s an average of got how to paint. These weird anoma- thing new or different. one drum per year, much less than lies all go away as the base dries. Once Another advantage is that I gen- I am accustomed to generating. As your painters are acclimated to using erate very little liquid hazardous you know, disposing of waste isn’t a product, the fear of using it goes waste in the shop. In two years of cheap, so this savings was an add- away quickly. Neither of my painters using water, in a pretty busy shop, ed bonus for me. The savings gener- ated through using fewer products, not running a huge bake burner in my booth, and generating less waste more than offset any cost issues with the products. In reality, the cost of the base tints, binders, etc., for the water- based system I use are compara- ble to solvent. The clears I use are a little pricy, but they are made for use with the system, and as I al- ways suggest, do not mix products or stray from what the manufacturer suggests. Using all the right prod- ucts that are made for the system will guarantee success. If you mix the cost and match, you won’t get a finished “I’ve cut 24% off product that’s warrantied, and you more than likely will run into oth- of paint, and a half hour er problems. Cheap materials are cycle time. generally cheaply made, and don’t per car off work as well. Golf, anyone?” Lastly, we all know water-based systems are better for the environ- ment. The federal government un- “After our fi rst year with the NitroHeat system, derstands this as well, and is in the because of the reduced overspray, we’ve saved process of drafting legislation that 24% on the cost of paint. Our cycle time in the will, at some point, require your shop booth is also shorter by about a half hour per to use waterborne paints. I feel like I car. Our painters love it, and their only adjust- am doing something to help the envi- ronment by using it, so there is some ment was to lower the pressure in the gun. satisfaction there. I also market the Hey, who couldn’t use the extra revenue?” fact that we use water to consum- – Tom Cantafi o, Manager ers, especially hybrid owners. I do Craftsman Collision, Delta, BC a lot of import hybrid repairs, and when I tell a prospective customer we use water-based paint technol- ogy, they just beam. I do, too, be- cause I get the job. If you are opening a new shop, it just makes sense to install a water- base system at start up. If you are doing a conversion from solvent, it will be a little more challenging, but your jobber or manufacturer will help you get through the transition with as little down time as possible. Using water isn’t black magic, it’s about be- Telephone (toll-free): 
PS

t
OJUSPIFBU!XFEHFDMBNQDPN
ing open minded and willing to learn ©2012 Wedge Clamp Systems Inc. All rights reserved. Patents pending. and accept its nuances.

30 JUNE 2013 ABRN.COM SATAjet® 4000 B Camouflage Limited Edition

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Camo T-shirt X Small T-XS Camo Cap Camo Fleece Beanie ® Small T-S Dan-Am Co. is the exclusive independent Med T-M distributor of SATA products Lg T-L in the US and Puerto Rico X Lg T-XL 2X Lg T-XXL 3X Lg T-XXXL One Sata Drive, POB 46 Spring Valley, MN 55975 Tel: 800-533-8016 email: [email protected] Part No. CAP Part No. SCAP A snapshot of one of the industry’s leading shops EDDIE’S AUTO BODY / EAST HADDAM, CONN. Pushing the pedal AT A GLANCE Eddie’s makes fast work in adopting the newest auto Eddie’s Auto Body repair technologies Name of shop East Haddam, Conn. BY JAMES E. GUYETTE | CONTRIBUTING EDITOR Location Edward M. Lupinek hey don’t use the word “lean,” but Eddie’s Auto Body in Owner East Haddam, Conn. is certainly fast on the pedal with a 1 lean-styled learning curve that focuses on embracing Number of shops the latest methods for doing things quicker and better. 57 T Years in business The quest applies to all aspects of the busi- world,” according to Lupinek. ness. “We are always striving for constant Only two companies offer this technol- 7 improvement,” says Edward M. Lupinek, ogy, Symac from Italy and Canada’s Sun- Number of employees owner of the 8-bay, 3,300-square-foot facil- Spot, he notes, explaining that the project None ity that grosses $1 million per year. involved modifying the existing cross-fl ow Number of DRPs “If you’re not growing, you’re dying,” booth to a negative-pressure down-draft he says. “If you’re not changing, you’re booth that utilizes cutting-edge medium- $1,200-$3,000 antiquating yourself. I believe there’s wave infrared technology. Range of repair orders always room for improvement and growth.” “We can dry clear coat in 10 minutes Set to be up and running by 2014, the and put it directly out in the rain with no 4 days company is currently constructing a shop consequences,” Lupinek says. Waterborne Average cycle time addition “to cater more to the needs of our can be dried in 6 minutes with no air fl ow; $21,000 customers.” It includes a new waiting room, primer dries in 6 to 8 minutes and can be Average weekly volume an estimating bay with a lift, a wash bay/ sanded immediately. detail area, a parts room/prep area and “Having that technology in our shop DuPont Axalta more work space. has all but eliminated wait time,” he Paint supplier With phone calls pouring in from reports, “and we have doubled our staff curious shop owners, Eddie’s has since implementing them.” Auto Robot, Guidechart received signifi - The HT-200 units in the booth, which Frame machines used cant industry rec- have two heads and two rails while occu- CCC One ognition for last pying both walls, burned only 15.6 gallons Estimating system used year’s unveiling of propane in the fi rst four months of use. of a new paint “We would like to spread the word www.EddiesAutoBodyCt.com system “that that there are options to the high cost of Internet site could be the most running booths,” says Lupinek. While productive, safest other operations are spending $25 to $35 calls from all over the country express- and energy-effi- on the bake cycle, Eddie’s pays a mere ing interest in how this technology and cient booth in the 30 cents per cycle. “We have received design could work for them.” Edward & Carol Lupinek

32 JUNE 2013 ABRN.COM INSIDEREPAIR PROCEDURES THE ESTIMATE

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® ©2013 CCC Information Services Inc. All rights reserved. Where it all comes together. SHOP PROFILE

immensely,” says Eddie. “We work hard Because we have so very little personal together and play hard together. It is great time, we contribute to our town and state to be on the same page as your partner – the best way we can, and that’s by mak- we motivate each other.” ing monetary donations to their causes.” That same attitude extends to the staff. “We appreciate their feedback and Rocking the industry opinions,” he says. “Every one of my Forthright communication combines with employees is unique in their own way the shop’s effi ciencies to ease the parts and they are important to me; they are procurement process. “Whatever I can treated with respect and paid as fairly do to save time for my suppliers will save as possible.” them money and allow them to profi t,” Word-of-mouth has proven to be the he observes. “If their costs are lower, best recruitment technique. “Once we hire they can sell it to me lower, too. It’s a someone, they tend to stay around for win-win situation.” years,” Lupinek reports. “We offer full ben- And the vendors are not delivering efi ts, even in a world that’s making it chal- components produced by the aftermarket; lenge to do so. We give our employees the it’s been six years since a non-OEM part respect they deserve and the freedom to has been affi xed to a customer’s car. Issues work at their own pace. We do not with fi t, form and function solidifi ed a reli- micro-manage.” ance on components from automakers’ The shop maintains the necessary qual- factories. “My belief is that when you know- ifi cations to repair numerous specialized ingly substitute a part of lesser quality, nameplates, and ensures techs meet ongo- you are then cheating an unsuspecting ing education and training required. customer. You are committing fraud. I will

IMAGES / EDDIE’S AUTO BODY In return, Eddie and Carol reap the not do that to my customers for the benefi t At present, the shop is applying sol- benefi ts of a highly motivated, content and of the insurance companies.” vent-based paints, but “we are ready with professional workforce eager to please the Eddie’s participates in zero direct our paint booth to go forward with water clientele. “Customer service is what drives repair programs (DRPs), and has no if we choose,” he continues. “We get excel- new customers to the door,” says Lupinek. desire to do so. lent color matches with solvent, and with “Our employees take pride in their work “When the programs fi rst started, the infrared drying units, can fully cure and know the importance of a happy we had eight DRPs,” Lupinek recounts. the coating in 10 minutes. We believe that customer.” “Then the insurance companies waterborne is going to always be a choice, A consultant has been retained to started pushing aftermarket parts. I as opposed to being mandated as we once increase Eddie’s Internet presence through was forced to choose who my customer thought. If we make the change to water, an updated website – upon which the com- was going to be – the insurance com- with the infrared units we will be able to pany already publicly posts its labor rates, pany or the people. I chose to elimi- dry it in 6 minutes without air movement. search engine optimization and participa- nate the DRPs so that I could maintain How cool is that?” tion in Facebook. an honest relationship with my cus- Other equipment innovations include “The way to attract new customers in tomers and continue telling the truth.” a bumper rack designed by Lupinek that today’s environment is to reach out to them An arrangement with Consumer attaches to an automatic garage door via social media,” Lupinek says, citing the Reports magazine had the shop taking opener suspended from the ceiling. “In importance of the online augmentation part in the publication’s damage analysis essence we’ve added an extra bay by uti- efforts. “In addition, we believe that every processes, along with providing auto body lizing the bumper rack. We also use induc- day we increase our sales by having happy repairs when needed for the nearby test tion heating to remove glass from cars.” customers. People talk to people. We get facility. “We get to see a sampling of all Much time is spent on planning to many recommendations and referrals from maximize an already-effi cient repair pro- happy customers. We are often surprised cess. Cars to be worked on Monday are at how far a person will travel based on a dropped off Sunday night. “They are referral from a friend.” cleaned and arranged in the shop in a The company’s vehicles bear the way that makes the repair process fl ow Eddie’s name and logo, and advertising is smoothly. Every night, the shop is re- placed on restaurant placemats, roadmaps arranged and cleaned for effi ciency.” and at the local theater and movie house. Ad space is also purchased in area news- A team effort papers, magazines and other publications. Lupinek’s wife Carol serves as offi ce man- An ambitious and varied program of chari- ager, and the couple takes pride in oper- table donations is also in play, although ating the business as a team. “We are Lupinek points out that “the biggest ser- together all the time and enjoy it vice I do for my community is fi x their cars. IMAGE / EDDIE’S AUTO BODY

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Eddie’s was established in 1956 after “As our business grew we needed Lupinek’s father, Edward L. Lupinek, more space, and in 1985 we built a new mustered out of the Army. The younger shop and moved into it. In 1992 my father Eddie grew up in the business, even retired to Florida and I bought the busi- waiting for his kindergarten bus at the ness,” he reports. “We have had steady facility. As time went on, he spent many growth, and in the last six years since years in the bays and attending schools my wife has come into the business we and seminars on how to properly run a have been consistently making improve- body shop. ments to how we do business.”

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the new stuff that is coming out from the OEs.” Lupinek also assisted in a review of More OEM approvals than any other welder line. Period. the aftermarket parts segment. “The idea to test was mine; they chose the cars and the tests,” he says. “[The edi- tors] are very serious about their testing and reporting their true fi ndings. Report- ing the truth is their only goal,” says Lupinek.

Reaching for excellence A past-president of the Auto Body Asso- Learn more about Elektron at chiefautomotive.com/demo/ab 800-445-9262 ciation of Connecticut (ABAC), Lupinek or call to request a no-obligation live demo. enjoys networking with industry col- Chief is your one-stop source for state-of-the-art pulling, measuring and welding equipment, plus hands-on training. leagues. “I learn from everyone and try to understand other people’s point of view, even if I don’t agree. I get together with other shop owners; we are always learn- ing from each other.” PROFIT MOTIVE: YOUR COMPASS TO FINANCIAL SUCCESS Standardize to meet expectations Ensure consistency and repeatable quality for your customers

BY TOM MCGEE | CONTRIBUTING EDITOR you messages. These were great from a communication process viewpoint, but the o remain competitive today, collision repair businesses expected delivery date in the text was six days later than what I was originally told. are required to make a tremendous number of changes When you set an expectation with your in their operations. Some are being driven by changes in customer, it is critical to meet or exceed vehicle technology, while others are driven by that expectation. Don’t set an estimated T delivery date until you know exactly what relationships that the shop has with insurers. is wrong with the vehicle and have expected delivery dates of the required parts. Make Regardless of what is driving change, stron- With one vehicle, the shop asked how sure that you are communicating with the ger shops today are focused on standard- I wished to receive updates on the repair customer in terms that they will under- izing their procedures and processes both status: phone, email or text. I chose text, stand. Then meet or exceed the expected in the front offi ce and the shop. This helps but all further communication was done delivery date that you set! ensure that the repair process is consistent by phone, not text. Setting an expectation that you will and repeatable. With the next vehicle, the shop provide updates throughout the repair pro- I always recommend shop owners cre- asked if receiving repair status cess should be a high priority. Again, if the ate standard operating procedures (SOPs). updates through text would be accept- expectation is that a text will be provided You want to make sure you are providing able. I agreed text would be preferred. every two days, make sure that is a quality repair and a positive customer Again, the shop set an expectation happening. experience. Most of your business custom- and then didn’t follow through. Sell your business when customers pick ers don’t know what to expect throughout I received a call providing preliminary up their vehicles. Make sure to explain what the repair process; and losing the use of repair costs, but they didn’t have all part was done, your warranties, what to do if their vehicle can create a diffi cult situation prices or an expected delivery date. I received they have any questions; and thank them for many families. another call informing me that the parts had for their business! Don’t let your customers One of the keys to providing a positive been ordered, but they were still unable to leave with only, “A third party will be con- customer experience is to educate them on provide an expected delivery date. tacting you and please give us a 10.” the repair process and what needs to be Eight days from the time they received If you click ationlinetraining.com/ done to properly repair their vehicle. This the vehicle, I received my fi rst text mes- abrn1306, you can see an outline for a Stan- must be put into terms they will under- sage, advising that the shop would be send- dard Operating Procedure that I have cre- stand, not the terms that come out of the ing repair status updates and a survey. ated that may help you provide great com- estimating system you use. Provide the Seeing that I had not yet been provided munication to your customers. right amount of communication in the man- with an expected delivery date, I wasn’t Tom McGee is Director of ATI Collision ner that your customer wants to receive it. pleased to get a message focused on the for the Automotive Training Institute, Recently, my family had to have several CSI survey. founded in 1974. ATI’s 99 associates train vehicles repaired due to collisions. Each Throughout the next several days, the and coach more than 1,150 shops across vehicle was repaired at a different busi- text messages provided me with a percent- North America to drive profi ts and dreams ness, but there were some commonalities age of repairs completed, an update on home to their families. You can contact Tom — the communication to the vehicle owner expected delivery date, a notifi cation that at [email protected] and visit ATI’s was inconsistent. repairs had been completed and two thank website at www.autotraining.net.

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SPECIAL PROCEDURES AND PRECAUTIONS SET PAINTING PLASTIC APART FROM CONVENTIONAL TECHNIQUES

BY AL THOMAS | CONTRIBUTING EDITOR

What is so different about painting plastic parts (Fig 1)? must be used to ensure the type of high quality and longev- Don't you use the same procedures and techniques as you ity that is demanded in today’s collision repair market. do when you paint other parts of the car? To those who may The type of plastic being painted will vary, and identify- wonder, the answer to that is both yes and no. Many of the ing which type of plastic you'll be painting is critical for a techniques that are used for painting plastic parts are ex- good paint job. Though we use the general term “plastic” tremely similar to the way other things are painted every to identify many different non-metal parts, there is a stag- day. The parts need to be cleaned, sanded and scuffed, gering array of plastics used in manufacturing a vehicle. primed or sealed, inspected for any imperfections, have Many fl exible parts on a vehicle, such as front and rear basecoat applied then be clear-coated. So what's the big fascia, are made of a thermoplastic material that, when heat- difference? ed, will become even more fl exible. In contrast, mirrors and Although painting plastic employs many of the same grilles are made with a thermoset plastic that does not soft- techniques used when painting other types of materials, en when heated. Parts can also be made from many differ- there are also special procedures and precautions to use ent compounds such as Thermoplastic Olefi n (TPO), Poly- when painting plastic to ensure a long lasting quality fi n- urethane (TPUR), Acrylonitrilebutadiene-Styrene (ABS), ish. In fact, almost every automotive or paint manufacturer Sheet moldable compound (SMC), or Fiber Reinforced Plas- provides special instructions that should be followed when tic (FRP), just to name a few. Plastic parts have a plastic fi nishing plastic. These special instructions differ for fi nish- identifi cation ISO code molded into the back that identifi es ing new unprimed plastic, new primed parts, repaired plas- the type of plastic the part was made from. Parts that are tic and also for refi nishing undamaged, previously fi nished made from Olefi n Polymers must have an adhesion promoter products. The stages of painting plastic, while similar to used before refi nishing to assure that the fi nish will not de- painting steel, involve many specifi c steps and products that laminate later.

40 JUNE 2013 ABRN.COM Chip talks a little trash

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© 2013 BASF Corporation Painting primed plastic parts cleanliness. If you suspect that the part 1 Many of the steps that will be taken in is not completely clean, when the part painting parts are similar for all the is dry, the technician should use a different types of plastic substrates. gloved fi nger to lightly drag the surface Cleaning is one of them, and it is one for about 6 inches. If contaminants re- of the more critical steps when dealing main, a trail from the fi nger will be no- with plastic parts. During the manu- ticeable, and the cleaning process facturing of all plastic parts, a sub- should be repeated. stance known as mold release agent is applied so that the new plastic part can Sanding/scuffi ng be easily removed from the mold it is Plastic substrate is one of the softest 2 cast in. And though this mold release materials that technicians repair for agent is very helpful when manufac- paint, and special care must be taken turing a new part, it can be very trou- when choosing the abrasive for this blesome when it comes time to paint process. A common mistake when pre- that part. paring plastic parts for paint, especially soft olefi n plastic parts, is the choice Cleaning of abrasive. While thorough sanding is As with any surface preparation, the essential, the choice of abrasive is also fi rst step is soap and water washing critical. Avoid using coarse and aggres- 3 (Fig 2). The difference with plastics sive paper: P-320 or even P-400 is far parts is that the water should be hot; too aggressive for soft plastic surfaces. one paint manufacturer recommends If you choose to use paper, it should be that the water be as hot as the techni- P-800 to P-1000 grit. A better method, cian can stand, to help dissolve the though, is to use a gray abrasive pad water-soluble contaminants. In addi- with sanding paste. (Red abrasive pads tion, because mold release agents are are too aggressive for soft plastic.) There on all surfaces of the part, it should be are many sanding pastes to choose washed both inside and out, to avoid from, but the types that are designed 4 transferring the contaminants later specifi cally for plastic scuffi ng are the when moving the part. The soap should best. The sanding paste helps lubricate be a Ph.-neutral automotive soap to the gray pad as it is used, lengthens avoid contaminants found in other types the pad’s usefulness, and helps keep of soaps. To be sure that the part has the surface clean as the part is scuffed. had all the mold release agent removed, By scuffi ng the surface wet with sand- the technician should take note of the ing paste, (Fig 5) the part will not take clear water that he or she used for rins- on a static charge during the scuffi ng ing the part. If the water beads (Fig 3), process. all the release agent has not been re- Caution: Some technicians make 5 moved, and the part should be re- the mistake of combining the scuffi ng washed. But if the water sheets off (Fig and cleaning processes. If the surface 4), it's likely that all the release agent is not completely cleaned before the has been removed, and the technician surface is scuffed, the contaminants can proceed to the next step. That step will be driven into the scratch marks is chemical cleaning; plastic parts made by the abrasive pads. The con- should be cleaned with an isopropyl taminants then become even more dif- alcohol, which will remove any non- fi cult to remove. The technician who water-soluble mold release agents. The believes he is saving time by combin- 6 third step is to clean with a wax and ing the two steps is in fact creating grease remover to remove other non- more time-consuming work, as well as mold-release-agent contaminants. Re- the possibility of paint defects or member that a thorough cleaning of failure. both the inside and outside of the new One of the more critical steps with part is necessary to prevent re-contam- plastic preparation, especially after us- inating the surface of the part. ing a sanding paste, is the removal of After the three-step cleaning pro- all residue from the sanding process. cess, the part should be inspected for The part should be rinsed thoroughly

42 JUNE 2013 ABRN.COM SERRA KIA OF GARDENDALE CHARLIE MCCOWN JR DOUGLASVILLE KIA CLASSIC KIA OF STREETSBORO BRYAN MULLIGAN BARBARA WHISPELL THE KIA STORE WILLIAM THURMAN MORRIE’S KIA DELAND KIA DAVID BOOTH GORDON CHAFFINS THE KIA DEPOT NELSON SANABRIA NEW MOTORS KIA ORLANDO KIA EAST MARK HOFMANN BRANDON BURKETT SOUTHWEST KIA-NW JOHN SHEEKS GOOD KIA KIA OF DES MOINES EDWARD SHOEMAKER THOMAS HAKIM CARRIAGE KIA RYAN TAPP NAPLETON’S KIA CROWN KIA RHONDA ORSBORN RICHARD ONDRIZEK LOU FUSZ KIA JAMES HAMMERS BOB MOORE KIA OF EDMOND GOSSETT KIA CHIP CROOK CHAD FERGUSON CAR PROS KIA GENE SCHILDER FOX KIA KIA OF GREER JAMES CHAPMAN JEFFREY NORTON COBB COUNTY KIA JOSEPH HARTER PREMIER KIA MORITZ KIA LEO SALGADO DEREK MCMORRAN RON TONKIN KIA MICHAEL DOWNING COVINA VALLEY KIA FRED BEANS KIA OF LIMERICK SHAUN FLANAGAN JOHN SHACKFORD KIA OF ORANGE PARK DANIEL CARR FERGUSON KIA SHORTLINE KIA JEFF UNGER JAMES EASTON KIA OF PUYALLUP DONALD BREEN BUCHANAN KIA BALD HILL KIA MATT JARVIS GRAYSON NEWCOMER III JACK MILLER KIA DENNIS FALTERMEIER SAN LUIS BAY MOTORS KIA BILL JACOBS KIA JEFF JANICKE TINA KOHLER QUIRK KIA DANA SWAN COUNTRY CLUB KIA SOUTHSIDE KIA JAMES ADAMS KEITH STEVENSON KIA OF CERRITOS SHAWN LEBS LUTHER KIA OF BLOOMINGTON BILL BAISEY KIA ROBERT BETTEKER BRANDON MAIER PEORIA KIA CARL BEADLE YOUNG KIA ELK GROVE KIA FRANK HIGASHINO DANIEL EVANS PERFORMANCE KIA BOB CHILDS LIFETIME KIA CHRISTOPHER KIA, SALT LAKE LARRY GREENHALGH GEORGE BRESCH HICKORY HOLLOW CARNIVAL KIA DERRICK LYNN KIA OF LYNCHBURG THOMAS STAUBER

KIA OF BATON ROUGE WILLIAM EDWARDS SIGNATURE KIA OF COLORADO SPRINGS KEN KLAASSEN ORLANDO KIA WEST ARMANDO PADIN STOKES KIA ERNEST STOUT KIA OF AUGUSTA JASON BOWLES LEGEND KIA DERICK KOPP CENTURY KIA GEORGE SHELTON CASEY KIA PATRICK DEVOS ANCIRA KIA TERRANCE STEWART RICART KIA LARRY MILLS HEAD MOTOR COMPANY CHRISTOPHER PERKINS HAWKINSON KIA JEREMY MIHAS GALEANA KIA JOHN KARANIUK CONYERS KIA KYLE EDWARDS PEAK KIA ALEX GROSS SOUTHWEST KIA LAMAR JOHNSON WARNER KIA GEORGE LOCKE LAZARE KIA JOSEPH CRAIG KEFFER KIA JONATHAN SCOGGIN TYNAN’S KIA RYAN KOENIG KIA OF UNION CITY FARUQ AL-AMIN DORSCHEL KIA JEFFREY STANLEY ROGERS KIA WENDELL EARLS MORITZ KIA OF HURST ADAM LAMMEY ROSEN KIA RAY CHRISTIANSEN COLUMBIA KIA JOSEPH BROCHU JEFFREY KIA JASON SMITH ROYAL KIA TONY BACA DARCARS KIA MICHAEL YOST BEST KIA ANITA BURGOS KEARNY PEARSON KIA GARY FRANKS ALEXANDER KIA BRYAN HICKS FREEDOM KIA KIRK TURNER COURTESY KIA OF BRANDON RODNEY ZELLER BAY KIA SHANNON TIGHE GARCIA KIA LUIS GUZMAN PATTERSON KIA OF ARLINGTON STEPHEN GUNSOLUS BREEDEN KIA KARL WICKBOLDT GERRY WOOD KIA CHRISTOPHER POOLE RICK CASE KIA JEFF MILLER JIM MARSH KIA JOHN DERRICK PARKWAY FAMILY KIA GABRIEL MARQUEZ ARCHER KIA STEVE BENOIT MILLER KIA TROY SCHAFFER ARLINGTON KIA IN PALATINE SCOTT STEPHANSEN UNIVERSITY KIA DOUGLAS SAMUELL KOCOUREK KIA EHREN MALINOWSKI GEORGE GEE KIA CONNIE BURGER CAR TOWN KIA, USA EVONA HARTZELL PAT PECK KIA GORDON LASSITER

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with large amounts of warm water, us- the holding device. Therefore it has be- that fl ex additives be placed in the prim- ing a clean cloth to go over the scuffed come my practice to use plastic tie er, sealer or basecoat before application areas, making sure that no sanding wraps to secure the part in place, just to a fl exible part, that guideline should paste fi lm or sanding residue remains. to be sure (Fig 8). be followed. The part should also be dried, which When applying any coating to a plas- is often done with compressed air — Sealing tic part (Fig 9) that has many curves, although my choice has become an air This new, primed part is now ready for indentations or even holes for lights, it amplifi er (Fig 6), the type that is used sealing. The part should be thoroughly can be diffi cult to apply the coating for waterborne paint; it seems to dry inspected for any imperfections that evenly. the parts quicker. The prepared part may have been missed. Then, if there should have a clean, uniformly dull are no spots that have broken through, Color, clearcoat application sheen. If any shiny spots remain, the the sealer should be applied according After the sealer has been allowed to scuffing should be repeated. When to its manufacturer’s recommendations. flash its recommended time, a color sanding has been completed, the part Flex additives are agents that can be coat can be applied. Though the appli- should be placed in a holding fi xture added to a coating to increase its fl ex- cation process of applying color coat to (Fig 7) so that it will be painted in the ibility, though there has been some a plastic part is no different, it is some- same position as it would be on the ve- controversy regarding their use. times more diffi cult. The part has many hicle. This procedure is used to assure Some argue that when used, fl ex varied surfaces that can be diffi cult to that any metallic in the paint will be additives only provide extra fl exibility paint with a uniformly even coat. And sprayed in the proper orientation, thus to the topcoat for a short time, and that as stated above, it can be diffi cult to producing a better color match. Parts if the part is painted on the vehicle, appy an even coat to a plastic part. sprayed out of position may reveal me- fl ex additives are not necessary. Oth- In addition, good gun control is criti- tallic orientation problems once they ers state that the fl exibility remains for cal for uniform color appearance and are attached on the vehicle. Often when long periods of time, and therefore all proper metallic orientation (Fig 10). the metallic orientation is different, the coatings should have fl ex additives add- Making sure that the gun is held per- paint that would otherwise match well ed. I have even heard that if fl ex addi- pendicular to the part being painted may not appear to match properly. A tives are added to primer or sealer, they requires dexterity, as the different lev- parts stand that holds the part in its make the coating a chip-resistant coat- els of the surface result in many posi- proper position will help with correct ing. (However, I have not been able to tion changes. metallic orientation when the part is fi nd a single paint manufacturer that One of the techniques used by many placed on the vehicle. Not all holding supports this claim.) techs to assure that the deep cavities fi xtures are created equal, and although The safest recommendation regard- have suffi cient coating is to apply the they are designed to hold most bumper ing fl ex agents is that all paint manu- coating, at least partially, from the back. confi gurations, it is always tragic if a facturers’ recommendations should be This should also be done when apply- part, for whatever reason, slips out of followed. If your system recommends ing color coat (Fig 11).

10 11 12

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Just place molding in soaking tray and work on something else! Clearcoat Once the base coat has fl ashed, appli- 13 cation of clearcoat can be performed. As has been mentioned, getting a uni- form covering to such a diversely shaped object can be diffi cult. Because at this point metallic orientation is no longer a concern, the part can be 1. Place in tray. sprayed in an upright position, which allows gravity to help coat the inner surface better. Most good holding de- Reduce vices are capable of letting the part be 14 VOC’s PU`V\YZOVW moved into a horizontal position, and the clearcoat is then applied with some- what less diffi culty as gravity helps it fl ow (Fig 12).

Painting new unprimed parts Although the painting of a new, unprimed part is very similar to that of 2. Remove & rinse. painting any unprimed part, the main 15 concern becomes its cleaning and scuff- ing. An unprimed part (Fig 13) also is more likely to have mold release agent remaining from its manufacturing. It is cleaned using the three-step method mentioned before, but special care must 3. Retape & apply to car. be taken to assure that the cleaning is done completely, both inside and out, checking carefully for any residue that er is necessary. Because plastic easily might be left. takes on a static charge and plastic Once the technician is a sure that parts with a static charge attract dust, all mold release agent has been re- an anti-static agent should be sprayed moved, he or she can proceed to the on. The next step is to apply adhesion scuffi ng process. A technique some- promoter to the prepared plastic. Any times used to bring any mold release plastic made from Thermoplastic poly- Increase profits while making your body agent to the surface for easier cleaning olefi n is inherently diffi cult to paint. shop greener and more environmen- is to bake the new part in the paint Because adhesion is diffi cult, all olefi n tally friendly with BEAN-e-doo® Auto- motive Adhesive Remover. Made from booth at 140° for 40 minutes. This helps parts must be sprayed with an adhe- soybeans, BEAN-e-doo® delivers power- consolidate the mold release agent, and sion promoter, which will allow the ful performance that will “wow” you subsequently it is easier to clean. plastic and a coating applied over it to with how the adhesive practically falls Scuffi ng is done in the same man- coalesce, or fuse together. Olefi ns that off the molding while providing ner as explained earlier, with gray are not treated with an adhesion pro- economic, safety and environmental Scotch-brite and sanding paste, and is moter often result in the fi nish delami- benefits to every shop that uses it. It’s rinsed and cleaned with large amounts nating in large sheets following paint- simple to use and effective, too. Just of water, leaving the now slightly rough ing. Depending on the paint system remove molding(s) from vehicle, place fi nish that an adhesion promoter can that you're using, you should read and in dip tray and let BEAN-e-doo® Auto- be applied to. Although not all plastics follow the instructions provided by the motive Adhesive Remover do the work while you work on something else. require an adhesion promoter, most A savings of 75% in labor costs! bumpers are made GO ONLINE NOW from polyolefi n plas- to search thousands of articles, videos & Call TODAY! 800-538-5069 tics, which do. Iden- resources. You will also find a complete archive or order on-line @ www.franmar.com tifi cation of the plas- of the author’s previous articles. TO GET THE FREE APP: FROM YOUR PHONE’S BROWSER tic is required to GO TO: WWW.SCANLIFE.COM determine whether an adhesion promot-

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U.S. Chemical & Plastics 600 Nova Drive SE, Massillon, OH 44646 USA Telephone: 330-830-6000 | Toll Free: 1-800-321-0672 | Fax: 330-830-6005 paint manufacturer for the proper ap- the primer, adhesion promoter should about the painting of plastic parts. They plication of adhesion promotion. be applied to the newly repaired area; are the baking of new plastic parts and If no repairs are necessary, then it should be extended slightly over the tacking the part after the spraying of sealing, basecoat application and clear feathered edge to assure full coverage anti-static agents. Two cautions should application are done as outlined of the raw plastic. When the repair has be included in this area: the fi rst is that earlier. been blocked and the remaining areas when cleaning raw plastic, which in- scuffed and prepared for paint, the part cludes newly repaired raw plastic, a Repaired plastic parts prep should be cleaned and anti-static agent wax and grease remover specifi cally A repaired plastic part presents a chal- applied. The part can then be sealed formulated for cleaning raw plastic lenge in that it is truly two different as needed, and color- and clear- coated should be used. Wax and grease remov- surfaces: the raw or newly repaired in the normal fashion. ers, which are used normally on non- plastic and the non-repaired, previously Previously finished parts do not plastic substrates, are easily absorbed painted part (Fig 14). The newly re- need adhesion promoter applied if no by raw unpainted plastic. This causes paired area on the part should be treat- defects are found when cleaning and the plastic to swell, which will result ed like a new raw plastic part: it should scuffi ng; but these parts should still in contra mapping (bull's eye) follow- be triple cleaned, sanded and have the be cleaned thoroughly, because the ing refi nish. repair edge feathered as needed (Fig tech does not know how well they were The second caution regards static 15) for application of primer fi ller. If cleaned before their original painting. electricity. Plastic, both thermoset and your paint manufacturer recommends They should be triple cleaned, scuffed, thermoplastic, will quickly become stat- the adding of fl ex additive to primer re-cleaned, have anti-static applied and ically charged. It is charged by rubbing fi ller or if special plastic primer fi ller is then be painted normally. cleaning cloths (either cloth or paper) recommended, the recommendations Two controversial topics remain over its surface. It will also be charged should be followed. Before applying that must be covered when talking by rubbing a tack cloth over it. Some painters will spray a plastic part with anti-static agent after it has been com- pletely cleaned and tacked, and then never tack it again throughout the paint- ing process. By not tacking it, they do not add static charge, which will at- tract dirt. However, sometimes in spite of efforts to avoid it, a plastic surface will collect particles that require tack- ing during the operation. If tacking is necessary, very light tacking between color coats may only add a minimal amount of static. As an alternative, a steel parts stand that is grounded on the steel grates of a booth fl oor may help eliminate any charge that may be added by tacking after the anti-static agent is applied. In booths with no steel grate, the tech could wet the concrete fl oor so the stand would be grounded. Paint technicians must use their experience and consider their options when deciding to tack af- ter applying anti-static agents. Though it might seem at fi rst that painting plastic correctly is a long and complicated process, once a standard operation procedure is set up and the shop has all the necessary products at hand, the process will actually go very quickly. Painting plastic correctly the fi rst time will eliminate costly re- pairs later and will help promote cus- tomers for life.

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With the right technique and plenty of hard work, automotive clay can help remove water marks and oxidation. IMAGE / TIM SRAMCIK BY TIM SRAMCIK | CONTRIBUTING EDITOR

iew the situation from your customers' eyes. You own a vehicle that’s not new, but one you’ve taken great care of. You’ve kept up with the vehicle maintenance schedule, regularly washed Vand waxed the fi nish and cared for the interior like a fi rst-born child. The vehicle runs great, the interior is like-new, but even solution can help you capture business that once passed by with all this work, the fi nish suffers from some of the same your door and build a customer base that will come back problems you’d see on a vehicle that received little care — regularly for detailing work and potentially a whole lot more. water marks, scratches, paint bubbles and damage from bird Let’s examine how three of the most common of these droppings, tar and other harsh substances. When you talk paint repairs are conducted. to your local body shop, they recommend a new paint job, which your wallet can’t accommodate. Or, your vehicle is in Scratches a collision and is repaired, but because new paint isn’t war- When it comes to repairing scratches, deep scratches (those ranted, you’re stuck with a like-new repair wrapped in a breaking the clear coat) must be turned over to your paint less-than-inspiring package. department. Fine scratches are ideal candidates for detail You and these customers share the same problem. They want repairs, since most can be buffed out. An effective and at- an affordable, good-looking fi nish, and you want the work. Meet tractive repair involves more than just some polish and a them halfway with a trip to your detail department. buffer, since fi ne scratches can be resistant to buffi ng. A The latest tools, equipment and practices in the detail- better solution, especially for vehicles with a number of ing industry can handle paint repairs that once were auto- scratches, is removing a thin layer of the clear coat to thor- matically turned over to your paint department. A detailing oughly remove the scratches.

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OE REPLACEMENT LAMPS | PERFORMANCE LAMPS | REAR VIEW MIRRORS | BLOWER MOTOR ASSEMBLIES RADIATORS | COOLING FAN ASSEMBLIES | DOOR HANDLES | WINDOW REGULATORS 2. Sand the scratch area(s) by hand Stop claying once the fi nish appears with the abrasive pad until the scratch- clean and feels as smooth as a piece of es are no longer visible. glass. Any marks that remain — usually 3. Buff the sanded area with the appearing as trace outlines in the fi nish rubbing compound to ensure all scratch- — are below the surface etchings. es are removed from the surface. Remove these marks with a paint 4. Pour the scratch-removing prod- cleaner. Use either an applicator pad uct on the black polishing pad and pol- or, for larger jobs, a dual-action polish- ish the entire area until it reaches the er. Apply the cleaner to the pad and Fine scratches, even when they desired level of shine. polish the area(s) until all the trace out- cover large areas of a vehicle’s 5. Complete the repair by applying lines have completely disappeared. fi nish, are excellent candidates a quality wax. Always complete this repair by apply- for detailing repairs. ing a new coat of wax, since any existing Water marks wax will be removed by the claying. Following scratches, water marks are the second most common type of paint Oxidation damage your detailers can repair. These Paint oxidation is the product both of marks aren’t caused by water itself, but sun-damaged paint and the dirt that by minerals in the water that remain collects on it. The most severe cases after the water has evaporated. will require a new paint job. There's a There two kinds of water marks: chance your customers gave up trying above-the-surface deposits and below- to repair the paint themselves because the-surface etchings. With the first they either applied rubbing compound type, the mineral binds with the fi nish, (which can make the repair look even Water marks can wreak havoc on usually in a circular pattern. The sec- worse at fi rst) or saw little improvement a fi nish. With the right products ond type involves a mineral that is caus- in the fi nish after their efforts to fi x it. and techniques, they can be tic enough to eat through the paint. Good detailers are better prepared erased. You may not be able to tell one type to handle this work and they'll use the of water mark from the other with a vi- products and practices that will com- sual inspection. You’ll distinguish the plete this work in the fastest manner. two types during the repair process. The fi rst step here is using a qual- Start by washing the vehicle using ity auto wash to scrub away the paint a high-quality car wash product to re- particles and dirt. The fi nish needs a move any loose contaminants and to thorough cleaning, one that could re- erase any portion of the mineral deposit quire several washings. that hasn’t bonded to the paint. Dry the The next step is to clay the fi nish, vehicle thoroughly. This is particularly using the same technique you use to important since the fi rst type of water remove water marks. Remember to con- mark often are produced by washing a tinually fold the clay in on itself and Oxidation damages like this can vehicle without drying it properly. reform it into a patty to avoid having be removed and the fresh fi nish Apply automotive surface clay to the removed particles damage the paint. protected using the latest detail- water mark areas. Typically, you’ll mix Next, polish the fi nish using a dual- ing products. the clay with water and roll it into a pan- action polisher and a cutting polish. cake shape, then rub it into the affected This removes a thin layer of paint, al- This can be daunting. The good area. Some clay products require an ad- lowing a fresh, shiny layer to reach the news is the latest professional scratch ditional lubricating product between the surface. Polish again using a dual-ac- repair systems allow this damage to clay and the fi nish. tion polisher and a fi nishing polisher. be repaired quickly and easily, while The clay removes the water marks When the polishing is complete, the producing a new-fi nish look. Most sys- by breaking up the minerals on the sur- fi nish should appear like new, but your tems feature rubbing compound, abra- face of the fi nish, which then become work isn't done. Oxidation happens sive pads, a scratch remover product lodged in the clay. Since the minerals when a fi nish isn't properly sealed and and a polishing pad. All you need is a are now lodged in the clay, make sure protected. Complete the job by apply- microfi ber cloth, spray bottle with wa- they aren’t reapplied to the fi nish by ing a sealant product. ter, along with a buffer/polisher or, for folding the clay into itself and then roll- some kits, a power drill. ing out another pancake shape. If you’re Selling prevention Most kits utilize the same basic steps: using a lubricant such as a polisher Offering your customers economical 1. Prepare the scratch area(s) by with the clay, continually wipe it off paint repairs provides three great ben- cleaning and removing grit or dirt. with a microfi ber cloth. efi ts for your business. First, it allows

52 JUNE 2013 ABRN.COM Please Visit Us February 8–11, 2013 at NADA Booth #3651 New Newfrom MOTOR GUARD Motor Guard brings an American Made Solution to automotive plastic repair. The new Magna you to capture work you may have been overlooking. Sec- Stitcher Plastic Repair TM ond, it gets customers familiar with your business, so when System is used to make they need collision repairs, they'll think of you fi rst. permanent structural repairs Finally, it's an opportunity to sell them future detailing to bumpers,fascias, spoilers, work. Detailing departments in many shops are criminally panel tabs, headlamp assemblies, overlooked profi t centers. Too often, all their efforts are fo- radiator brackets and all cused on vehicles that have received collision repairs. This is thermoplastic parts. a costly mistake, since a far wider pool of customers would The Magna Stitcher System use detailing services if they were convinced of their value. features a powerful work Look again at the types of damage we've repaired here: light and low power draw for scratches, water marks and oxidation. Most of this damage Mobile Use with a car inverter. is caused by lack of quality preventative care for the fi nish. This damage occurs because many customers either don't The MS-2500 includes 100 Pks of (4) stainless steel Magna Stakes know it’s preventable or they simply don't have the time to and features (3) power levels to tackle any repair job. perform this kind of vehicle care – something you do. Therefore, no paint repair job or collision repair should be complete without an attempt to sell your customers on MS-2500 future detail work or products. Consider putting together MADE IN THE detailing packages or similar marketing efforts. Some shops PLASTIC REPAIR SYSTEM U.S.A. offer free car washes to get vehicles through the door. Do the same and throw in an inspection by your detailing de- MOTOR GUARD partment who can make service recommendations. 800.227.2822 www.motorguard.com Efforts like this take little of your time. The rewards can be signifi cant.

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PAINT & REFINISHING PRODUCTS GUIDE

BASF MOTOR GUARD CORP. NEXT-GENERATION CLEARS PLASTIC REPAIR SYSTEM Glasurit® Multi-Purpose Gloss and The Magna-Stitcher Plastic Repair Rapid Repair Clears form a stream- System is a complete unit with all lined system you can use to perform the power and accessories needed any size repair. Multi-Purpose Gloss for structural repair of plastic parts. Clear 923-460 for non-regulated areas The MS-2500 works by welding a and low VOC 923-220 Multi-Purpose Gloss Clear reflect the lat- rigid stainless steel stake into the est advances in coatings technology. Together with their no-bake surface of the plastic, resulting in a Rapid Repair Clear counterparts (923-140 and 923-240 respec- permanent repair of the crack. The system features a powerful work tively), these next-generation clears deliver increased quality, pro- light in the gun to illuminate out-of-the-way areas and comes with an ductivity and customer satisfaction. assortment of Magna-Stakes. Made in the U.S.A. www.basfrefinish.com/glasurit www.motorguard.com 800-758-2273 800-227-2822

SHERWIN-WILLIAMS EAGLE ABRASIVES WATERBORNE SYSTEM SANDING SYSTEM AWX Performance Plus 3.5 VOC The hottest sanding system everyone is Waterborne Refinish System — the talking about...Super Assilex — the perfect complete solution, by Sherwin- sanding medium for today’s advanced paint- Williams, uses a proprietary resin ing technology. Fast and uniform coverage that achieves 3.5 VOC compliance with extremely shallow scratches, a result in regulated areas. The system for- from the combinations of Ultra Flexible mulation provides excellent color bonding and Super Sharp abrasives. Ideal match, blending and application characteristics. It is available with for light sanding on all types of surfaces that demand shallow scratches, two reducers to accommodate various ranges in humidity. uniform finish still can be done in the shortest time. www.sherwin-automotive.com www.eagleabrasives.com 800-798-5872 888-68-EAGLE

SHERWIN-WILLIAMS EAGLE ABRASIVES PAINT PROCESS DRY SANDING SYSTEM The HP Process with Air-Bake technology An innovative new dry sanding and pol- from Sherwin-Williams Automotive Finishes ishing system that promises to cut long removes the need for baking to achieve a buffing time by 50 percent or more. fast cure time. Instead, HP Process uses Buflex system combines an ultra-flex- its proprietary Air-Bake technology to cure ible latex abrasive film and a specially designed soft pad to remove at ambient room temperatures, allowing for topcoat-sanding scratches effectively and efficiently. The finish left same-day repairs. HP Process uses high- behind by Buflex can be polished easier than grit P3000 or finer. quality primers, basecoats and urethane Buflex has proven that compound polishing processes can be largely clearcoats that produce a high-quality finish. reduced and thus achieve the best finish in the shortest time. www.sherwin-automotive.com www.eagleabrasives.com 800-798-5872 888-68-EAGLE

SPIES HECKER PPG AUTOMOTIVE REFINISH WATERBORNE TECHNOLOGY WATERBORNE PRIMER Spies Hecker Permahyd Hi-TEC repre- ENVIROBASE® High Performance EPW115 is sents the most advanced waterborne an ideal primer surfacer for innovation-minded technoogy available. This unique basecoat collision centers seeking process improvements formulation not only helps meet the strict- through improved cycle time, with all the benefits est VOC regulations, it enables your refin- of a waterborne product. This very low-VOC ish technicians to achieve dramatic results in less time, improving your primer provides excellent adhesion to a variety profitability while delivering a finish that will satisfy even your most of substrates, including properly prepared metal, demanding customers. Maximize the flexibility and performance of plastic, E-coat and OEM or refinish paints. EPW115 offers excellent your shop while delivering the results customers expect. corrosion resistance and is ready to sand in 30 minutes. upgrade2hitec.spieshecker.com www.ppgrefinish.com 888-371-3313 440-572-2800

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PPG AUTOMOTIVE REFINISH BASF HOT ROD BLACK TOPCOAT LOW VOC DTM PRIMERS Relive the glory days of back- DP 236 White Low VOC DTM Primer yard builders with DITZLER® Hot and DP237 Dark Grey Low VOC DTM Rod Black topcoat from the PPG Primer are designed to provide enhanced VIBRANCE COLLECTION®. This silky performance in adhesion, sanding, fill- throwback color delivers a uniform, ing and cure time. Both Primers are smooth satin gloss. While the style is high build sanding primers that can be old school, its 2K, single-stage paint blended together to achieve varying shades of grey. The ability to mix technology is completely modern and the white and dark grey primer allows for improvement of basecoat is VOC compliant for all regions based on reducer choice; has an hiding making the overall repair faster and more economical for colli- easy 4:1:1 mix ratio; and air or force dry. sion repair centers. www.ppgrefinish.com www.basfrefinish.com 440-572-2800 800-758-2273

PPG AUTOMOTIVE REFINISH WEDGE CLAMP SYSTEMS EPOXY PRIMER SPRAY PAINTING SYSTEM Turn to PPG’s DPLV 2.1 Epoxy Primer NitroHeat uses the best technology to deliver savings for exceptional corrosion resistance and in time and paint costs. NitroHeat is an affordable and faster topcoat hiding. This multi-purpose highly efficient heated nitrogen system designed specifi- primer provides excellent adhesion to cally for industries utilizing spray paint processes. This many substrates, including properly pre- system conveniently plugs right into your compressed pared metals, fiberglass, rigid plastics air system and converts it to 98 percent nitrogen, so it and plastic fillers. When used as a sealer, atomizes better, lays down better and flashes off faster. DPLV can be topcoated with many PPG undercoats and topcoats. Shorter tack times, faster to dust free and less waiting It’s also compatible with PPG waterborne basecoats. This versatile between coats means measurably more efficient throughput — up to 20 primer is available in white, gray and black. percent faster. Manufacturers report material savings up to 35 percent. www.ppgrefinish.com www.wedgeclamp.com 440-572-2800 800-615-9949

PPG AUTOMOTIVE REFINISH CHEMSPEC USA, INC. WATERBORNE PRIMER SURFACER REAL WORLD TINTING CLASS P950-5505 Waterborne Primer Surfacer ChemSpec USA invests in its shops and painters, and is com- mitted to bringing the latest in training and techniques directly combines optimal throughput capability with to the shops through the Real World Tinting Class, taught by superior adhesion and corrosion resistance Master Painter and METALUX® Distributor, Pete Mahoney. David properties, making it the ideal choice for use Anderson, owner of Phoenix Phinishes, just hosted the class and says, “I with the AQUABASE® Plus basecoat system. highly recommend this class for any painter, no matter what level they are at, Process optimization highlights include dry to or competitive paint product they are currently using. The Real World Tinting handle immediately after flash; ready to sand Class and Mahoney’s instruction are dynamic, highly productive and innova- in 30 minutes; superior leveling properties; 24-hour pot life; and tive. If ever there was a win-win-win for painters, shop owners and distributors no need for sealer if topcoated with waterborne basecoat. involved in the automotive refinishing industry, this class is it!” www.ppgrefinish.com www.chemspecpaint.com 440-572-2800 800-328-4892

BLAIR EQUIPMENT COMPANY CHEMSPEC USA, INC. STEP DRILLS UNIVERSAL MATTING BASE Blair Equipment ChemSpec USA, Inc. introduces a Universal Company has intro- Matting Base as part of the Montana® Big duced three new step Sky® Automotive, Fleet and Industrial Refinish drills for multi-hole line. SP40 is a post-additive, VOC compliant drilling. The drills are Universal Matting Base that is easy to mix made from premium Cobalt M42 steel and TIN coated for with Montana clears and 2K color systems. long tool life. The Blair split point makes starting the hole Conveniently packaged in quart-size contain- quick and easy while the two angled flutes increase penetra- ers, this high quality additive can be stirred or tion rates. The tools are for use on sheet metal, aluminum, shaken and allows you to achieve three levels stainless steel and some plastics. from matte to a silk gloss finish. www.blairequipment.com www.chemspecpaint.com 810-635-7111 800-328-4892

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SPRAY-TECH U.S. CHEMICALS & PLASTICS SMART PREP BOOTH TRUCK BED LINER The Smart Prep can refinish miscellaneous parts, Defender®-Pro epoxy products or vehicle subassemblies. Since the Smart truck bed liner has the Prep comes standard with a full roof, curtains or walls and is ventilated so air is drawn into the booth, this product meets adhesion and durability NESHAP 6H and other local code requirements. It includes heated of epoxy, the protec- makeup air and integrated paint mixing room in a 12 foot x 25 foot tion of Kevlar® and the footprint. Features include a built-in mixing table and gun cleaning area; ease of pour, shake and automatic power saving mode (if there is no spraying for 10 minutes in spray technology. Defender-Pro’s advanced epoxy formula outper- spray mode, the unit automaticall goes to Recirculation Mode [“Burner forms urethanes in adhesion, chemical resistance and toughness. Off” mode]) and a technologically advanced quieter mix room blower Special UV absorbers stand up to sun exposure. Create a custom with 3-phase direct drive premium efficiency motor for years of mainte- look by top coating with basecoat, clearcoat or single stage color. nance-free operation. Visit www.DefenderTough.com to see a demo! www.spraytech.com www.uschem.com 800-535-8196 330-830-6000 SPRAY-TECH U.S. CHEMICALS & PLASTICS THERMAIRE DOWNDRAFT LIGHTWEIGHT FILLER SPARY BOOTH AU79 Advanced Lightweight Filler, a premium filler The Thermaire insulated downdraft spray with Invisix micro-perfecting surface technology, booth was designed as an industry workhorse that has proven to provide years of great production at an affordable price. This delivers amazing surface and sanding properties, US-manufactured booth comes standard with features that will give saving shops time, money and materials. Invisix tech- you extraordinary productivity, including aggressive air flow, auto nology eliminates micro pinholes for a putty-like finish. The filler offers balancing, high output color-corrected light fixtures, energy saving excellent sanding and featheredging, reduces sand paper loading, variable frequency drive and heat recirculation technologies. adheres to all metals and is ideal for vertical repairs. www.spraytech.com www.uschem.com 800-535-8196 330-830-6000

COLLISION PRODUCTS GUIDE

PRO-SPRAY AUTOMOTIVE FINISHES PRO-SPRAY AUTOMOTIVE FINISHES PRECISION COLOR SELECTION SYSTEM WATERBORNE BASECOAT The Navigator Precision Color Selection System Pro-Spray H2O Waterborne Basecoat provides more than 5,100 of the most popular is part of a fully compliant, stand domestic and import colors, expertly organized alone, compact basecoat color system by color family and sprayed using genuine Pro- designed for vehicle refinishing. H2O’s Spray paint. So what you see is what you get. premium European formulation and Combine the Navigator with the over 285,000 technology delivers solid, metallic, pearl and xirallic basecoat colors formulas in the Pro-Spray PaintXpert® Color that are easy-to-use and simple to blend while providing excellent Management Software and you’ve got an easy-to-use, powerful set of tools color match, metallic orientation and productivity. Pro-Spray H2O that delivers satisfaction to customers all over the world. Color accuracy. Basecoats have higher pigment concentrations — the color is true and Reduced waste. Increased productivity. Navigator gets the job done right the coverage is amazing. What’s more, no special mix bank equipment the first time, every time. Go to www.NavigatorColor.com for more info. is needed; simply shake and pour. www.prosprayfinishes.com www.prosprayfinishes.com 330-830-6000 330-830-6000

ANEST IWATA USA, INC. ANEST IWATA USA, INC. SPRAY GUN MINIATURE SPRAY GUN ANEST IWATA USA, Inc. is pleased to announce the release of LPH80 HVLP miniature center post spray gun is the true complement to our full size spray guns. The LPH80 is ideal for large backgrounds, our WS400 Compliant Spray Gun, officially approved in South spot repair, blending, shading and touch-up. Spray patterns ranging Coast Air Quality Management District (SCAQMD). The WS400 from 1.6 inch round pattern to a full 5.5 inch fan pattern. Low operat- spray gun complies with Clean Air Act regulation, subpart ing air pressure of 14psi and low 2.0cfm allows the LPH80 to be run HHHHHH of 40 Code of Federal Regulations (CFR) Part 63. with a small air compressor, perfect for mobile repair operations. www.anestiwata.com www.anestiwata.com 800-440-0282 800-440-0282 RBL PRODUCTS, INC. FOAMING PRE-CLEANER

“Foam is in your future”, says RBL Products, Inc. President Ron Lipson. In May 2013, RBL launched an industry first, a water-based foaming pre-cleaner than contains no alcohol and zero VOCs. The RBL system is designed as a foam- ing wax and grease remover prior to paint. It also works great for removing road grime, salt, and rubbing compound. The best characteristic of the foam is that it stays on the surface until you wipe it off. Traditional wax and grease removers are liquid which run down off the surface when applied. There is zero alcohol in the RBL formula so there is no chance of the primer or filler lifting or wrinkling. www.rblproducts.com 800-584-8111

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COLLISION PRODUCTS GUIDE

GOFF’S ENTERPRISES STANDOX CURTAIN WALLS WATERBORNE BASECOAT At nearly 1/3 the cost of a permanent Standoblue® was developed with the though of put- wall, Goff’s Curtain Walls help contain ting great paint in the hands of master craftsmen. dust, dirt, grinding sparks, and noise With Standoblue®, the best refinishers can now use a while separating and MAXIMIZING premium waterborne paint that helps meet strict envi- usable shop space. Custom manufactured with fire resistant vinyl ronmental guidelines and offers the advantages of a and a 16g. track and roller system, Goff’s Curtain Walls are the flex- continuous application process. Standoblue® delivers ible, durable solution to separating wash bays, prep stations, and exceptional results with a 1.5-coat application process. painting areas. Coverage is outstanding, even for the most challenging colors. www.goffscurtainwalls.com/abrn www.upgrade2standoblue.standox.com 800-606-7730 800-551-9296 COLLISION REPAIR PRODUCTS GOFF’S ENTERPRISES WELD SCREEN LORD CORPORATION Create mobile welding work SEAM SEALERS areas and protect against arc LORD Fusor HD Seam Sealers are single component welding, grinding sparks and products designed for duplicating OEM beaded, brushed, flame cutting with Goff’s Weld sprayed and weld-seamed seams. Offering a higher quality Screens. Constructed with 14 appearance than common seam sealers, they will not flow mil PVC that blocks 100 percent back or allow brush marks and spray patterns to fade. The result is the abili- of UV light and a lightweight; ty to permanently maintain a high definition appearance. The sealers provide 1-3/16” extruded aluminum frame, Goff’s weld screens are made a universal solution for applications for body shops looking to duplicate the to stand up to the toughest shop environments. appearance and function of OEM seams. www.goffscurtainwalls.com/abrn www.lord.com 800-606-7730 877-275-5673

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CHIEF AUTOMOTIVE TECHNOLOGIES CHIEF AUTOMOTIVE TECHNOLOGIES PULLING SYSTEM PRECISION PLASMA CUTTER The EZ Liner Express collision repair sys- The Elektron Multi-Cutter MC 40 precision plasma tem is a compact, in-bay solution for the cutter from Chief Automotive Technologies pro- majority of collision repair jobs, affordably vides precise cuts on components made of high- priced at less than $10,000. The EZ Liner strength steel. It also cuts cleanly through rust or Express frees up the shop’s frame rack for paint. This is the only efficient cutting method for major jobs, while also improving individual BORON body parts. The MC 40 offers precise cut- bay productivity. With a constant five tons of power at the hook ting capabilities even on thin panels. It is perfect and lifting capacity up to 5,500 lbs., it is a versatile pulling sys- for multiple layers, as well, since it can cut through a single layer tem for reversing light hits, as well as an all-purpose workstation. without penetrating those below. www.chiefautomotive.com www.chiefautomotive.com 877-644-1044 877-644-1044

CHIEF AUTOMOTIVE TECHNOLOGIES CHIEF AUTOMOTIVE TECHNOLOGIES MULTISPOT SPOT WELDER THUNDERBOLT SPECS The Elektron Multispot MI-100 control resistance spot Thunderbolt Specifications from Chief Automotive welder from Chief Automotive Technologies uses intelligent Technologies provide comprehensive frame data and control technology to provide spot weld quality compara- detailed upper body data for thousands of cars and trucks. ble to original production welds, even on advanced steels. Pre-release vehicle data is added continually and updated The MI-100 control checks weld parameters 1,000 times daily online. Chief works closely with OEMs to compile accurate vehicle per second and automatically adjusts as needed. It also specifications. When manufacturer information is not available, Chief offers an improved duty cycle through water cooling all the technicians measure the vehicles using Chief computerized measuring way down to the electrode tip, so technicians can keep welding in situa- systems. Thunderbolt specs are available on CD or online with monthly or tions where those using another welder would have to abort. quia annual subscription options. www.chiefautomotive.com www.chiefautomotive.com 877-644-1044 877-644-1044

COLLISION SHOPPERS SHOWCASE

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SEARCHAUTOPARTS.COM VOL.52.06 69

BY MIKE ANDERSON | shop advocate

'm frankly amazed that shops still sometimes contend with insurers who seem to think that a NOT JUST 'SET two-wheel alignment is sufficient for a collision- damaged vehicle, or that the flat rate charged I by a local tire shop is appropriate compensation THE TOE AND for the far more complex process of aligning a vehicle post-repair. I posed this issue to some of my friends in the industry who are knowledgeable about the technical and business sides of the equa- LET IT GO' tion, and thought that sharing their responses could help shops deal- ing with this on a day-to-day basis. “General maintenance wheel alignments are nothing more than check the air pressure, set the toe and then let it go,” said Larry Post-collision alignments are Montanez, a long-time technical trainer in the industry whose creden- tials could fill the rest of this column. “But collision-damaged vehicles complex, critical; shops should be require an all-wheel alignment. The rear wheels or thrust angle are first set, then the front wheels are aligned off the rear wheels.” compensated accordingly Montanez points out that alignment process can also require align- ing back-up cameras or headlamps to the steering angle sensor, resetting or adjust- ing the automatic load-leveling air-ride The Barrett Smith of Auto Damage Experts in Dover, Fla., argues that suspension or the lane-departure or other the complexity and critical nature of post-collision alignments is one of anti-collision systems. driveability and the reasons collision shops should be equipped to do them in-house. “Tire store alignments versus one that stability of the “This gives the repairer total control over the equipment calibration properly aligns a vehicle on which sus- and accuracy,” he said. pension parts have been replaced or vehicle depends Everyone I heard from agreed that charges for post-collision align- changes have been made to the structural ments should be based on “book time” (or appropriate mark-up of a dimensions of the vehicle are just not the on the wheel sublet charge), not based on what a tire shop charges for a simple same animal,” agreed Phil Mosley, gen- alignment. It is alignment after throwing on some tires. eral manager of DC Autocraft in Burbank, “Repairers should assess higher labor rates for the investment of Calif., a shop with 11 automaker certifica- paramount that equipment and technical ability required, just as a hospital assesses tions. “Tire store alignments are not used it is performed a higher fee for use of MRI-scan equipment over conventional X-ray to diagnose collision damage or confirm equipment,” Smith said. “Just as a hospital assesses a professional proper repairs. A post-collision alignment correctly. fee for the radiologist to read the results and provide a written narrative requires that the tech has an adequate to the treating physician, a shop should assess a fee for their trained understanding of suspension geometry alignment tech to offer a professional diagnosis of the vehicle to the and geometry analytics. He has to know his stuff and be able to think blueprinter or technician assigned to the vehicle.” in an analytical way. He has to be more than a tire jockey.” “The database is the basis on which the estimate is calculated. The “Most wheel alignment angles can be adjusted the equivalent of 1 to insurance company owes database time for alignments, which is desig- 3 millimeters or may have no adjustment or all, which means the vehicle nated as ‘mechanical.’ Not negotiable,” Paul Spencer of Babbsco Auto structure must be correct,” Montanez added. “During a collision event, Collision in Lake Worth, Fla., told me. “The insurance company cannot the vehicle suffers a lot of flexing and movement, including to suspen- make up its own dollar figure just to suit it’s own agenda. Except for my sion components on the opposite end of the collision from the impact. DRPs, I get paid database time at the mechanical rate for alignments.” These suspension components generally do not flex back to their original “I argue: 'Are we using the estimating system data or are we not,'” shape. This is why every collision-damaged vehicle that has been on a Mosley agreed. “It’s incongruous for the insurer to stick to ‘the book’ structural realignment apparatus should have an all-wheel alignment when it suits them and forget about ‘the book’ when it suits them. 'Do check. The drivability and stability of the vehicle depends on the wheel or do not,' to quote Yoda.” alignment. It is paramount that it is performed correctly.” Now how can you argue with Yoda?

Mike Anderson, a former shop owner, GO ONLINE NOW currently operates COLLISIONADVICE.COM, a to search thousands of articles, videos & training and consulting fi rm. He also acts as resources. You will also find a complete archive a facilitator for DuPont Performance Services’ of the author’s previous articles. Business Council 20-groups. TO GET THE FREE APP: FROM YOUR PHONE’S BROWSER GO TO: WWW.SCANLIFE.COM If you have a business issue or question you’d like Mike to address, email him. [email protected]

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6,4HWWYV]LKI`TVZ[ THU\MHJ[\YLYZ Over 3,500 Pro Spot i4 OEM repair procedure screens onboard. The i5’s new graphical user interface delivers the same great features of the i4 but with an all new high resolution color touch screen and added functionality.

www.prospot.com Toll Free: 1-877-PRO-SPOT (776-7768) International: 1 (760) 407-1414 Made in the USA All info Copyright © Pro Spot International, Inc. 2011 Performance. Reliability. Success.

With our competitively priced replacement parts, you no longer have to settle for anything less than Mercedes-Benz quality. But that’s just part of the story. You see, our hoods, doors and tail lamps all carry a 12-month, no mileage-restriction warranty. So our parts are not only a great deal. They’re a great value. Since they’re genuine Mercedes-Benz, you can have confidence they’ll last, and so will your relationship with your customers.

Contact an authorized Mercedes-Benz dealer or learn more at www.mbwholesaleparts.com.

MSRP excludes state and local taxes and freight if applicable. Prices may vary by dealer. See your authorized Mercedes-Benz dealer for additional details or a copy of the Mercedes-Benz parts limited warranty.