Many things will have to change about our approach to collision repair. We can no longer afford to concede to a repair method for the sake of a relationship with a particular insurance company. The liability becomes far too great and we are the ones that will get stuck holding the bag for a substandard repair.
Any type of repair procedure that is against the manufacturer's recommended repair method I would consider substandard. The old days are gone and shops that don't step up and learn to repair state-of-the-art vehicles to manufacturer's specifications will soon be gone also.
Five different OEM representatives at NACE said they were in the process of developing required certification for collision repairs to their vehicles. Many have had them in place for quite some time. Mercedes, BMW, and Volvo link their warranty to properly certified collision repair. Be careful repairing any of these vehicles unless you are properly certified to do so.
This is brand-specific training by the OEMs. I-CAR is presently creating some programs working directly with manufacturers to create brand-specific training. But for some vehicles like Mercedes and BMW, only the manufacturer's training and certification is accepted.
Simply because you are allowed to purchase the parts does not mean you are properly trained to install them in certain vehicles. Many of these vehicles have five different types of metal and cannot be welded. Some are not welded together at all. Unless we want work on "older" vehicles while they slowly disappear, we need to change the way we think.
As shop owners, we need to take charge of the training in our shops and stay on top of the changes to vehicles that may become a liability by repairing them improperly - without all of the details. We need to protect our customers and assume the responsibly for their trust. Just because we will make more money repairing a frame rail doesn't mean it should be repaired rather than replaced. Many new vehicles require that everything be replaced - with repair becoming less and less of an option.
We must educate ourselves or get left behind. Someone said to me that I shouldn't worry about the shops that try to cut corners and work cheaper because the vehicles themselves will eliminate those shops soon enough by the type of training and equipment required to repair them. This is actually becoming a reality today; it's time to step up or step out.
Size doesn't matter
It isn't necessary to be a large shop to survive but it is necessary to be trained to use specialized equipment. If you haven't already, start now and invest in the training and equipment required to guarantee your place in the future. If you think you can't afford it, then it's time to raise your prices so you can purchase what you need. If not, you won't survive anyway.
With knowledge comes power. Knowing more about how a vehicle should be repaired than the insurance company, and backing it up with documentation, will give you the power to control the repair process.
There are plenty of resources regarding proper repairs. Contact your dealers and ask them for their repair manuals. Many of the OEMs have web sites you can subscribe to that tell you about their recommended collision repair process. I-CAR has great resources including their web site, and so does NASTF. A new subscription service - theppages.com - presents empirical knowledge along with approved procedures.
Don't sit back and do nothing thinking everything will be business as usual. Be proactive and push into the future with the attitude that knowledge is power. Power over your future, power over the repair process, power over the competition.
Vehicles are rapidly moving ahead of current repair methods. Most of us are already behind the eight ball, and are being held back because we have been brainwashed into believing that it is our responsibility to repair vehicles as cheaply as possible. While cost control is an important element, the repair should not be compromised to accomplish this. It is the insurance company's responsibility to control cost. It is our responsibility to control the repair process.
My experience with insurers has been that most are willing to pay to get a proper repair if its necessity can be documented. They are afraid of paying for items and procedures that never get done, and I can't blame them.
Recently, I checked out of a hotel and saw charges on my bill for drinks that I never purchased. I don't drink, so I knew the bill was wrong. When I questioned the bill they looked at me like I was some kind of a tight wad. The charges weren't much but I didn't order any drinks and I wasn't about to pay for something I didn't receive.
The whole process took way more time than it was worth and left me with a bad feeling about that particular hotel. They reluctantly removed the charges and still acted like I was the jerk. The experience brought to mind the number of insurance companies I have treated in a similar way as they adjusted one of my estimates. Maybe they were just trying to keep from being overcharged.
Our industry has allowed cost shifting so often that we have this sense of entitlement to be paid for everything on an estimate whether we do it or not. We didn't create this problem by ourselves. I have had many insurance companies force me to cost shift one item for another so the estimate would look right to their auditors and I was willing to accommodate them for the sake of our relationship.
Cost shifting needs to stop and our estimates need to be accurate because we are accountable for every line item. Never should any customer be charged for something that wasn't done. The fact that cost shifting was acceptable in the past means nothing; there is no place for this illegal action in our future.
Just as the entire repair process needs to be updated to keep up with the current vehicles, our estimating process needs to be accurate to keep up with present laws. It is our obligation to educate the consumer on what their rights are and what a proper repair is. We need to get started by acquiring the training and equipment necessary to give us the authority to control the repair process. And remember - knowledge is power.
In business for 26 years, Lee Amaradio, Jr. is the president and owner of "Faith" Quality Auto Body Inc. in Murrieta, California. With 65 employees, he attributes his success to surrounding himself with good help, claiming to have some of the best office staff and techs in our industry. Amaradio has been in this industry long enough to see the handwriting on the wall. He feels that now is the time for us to unite as an industry before it's to late. He can be reached by e-mail at firstname.lastname@example.org.