State Farm's New Jersey DRPs find insurer's informational forums helpful

A number of New Jersey collision repairers belonging to State Farm’s Select Service direct repair program (DRP) are reporting positive experiences regarding a pair of informational forums conducted by the carrier. The two forum topics covered thus far – advanced metals/equipment and improving your cycle time – were each presented in three Garden State regions to allow convenient access for shop owners and key staff members.

Out of 116 Select Service shops in New Jersey, 105 facilities, amounting to 160 attendees, participated in the cycle time sessions, according to State Farm field inspector Pete Fryzel, an I-CAR instructor who organized the program in cooperation with State Farm managers Vincent Castaldo and Kevin English.

“They’ve been excellent – it’s a great idea,” says Dave Bryan, owner of the 13-bay Dave’s Flemington Collision along with another shop in eastern Pennsylvania.

“Any additional training has got to be a plus,” he notes, explaining how the forums’ focus on education is particularly appreciated. “They’re not trying to tell you how to run your business.”

Bryan, who also brought his production manager to the cycle time session, belongs to eight DRPs, and none of them have offered training opportunities such as these. “State Farm seems to be a step ahead, at least in New Jersey,” says Bryan, adding that he’s already been approached by the Highpoint Insurance Co. with questions about the possibility of mounting an educational initiative for its DRPs.

The forums being proffered by State Farm are sorely needed throughout the industry, according to Mike Gerstein, owner of Circle Collision Center in Old Bridge, N.J. “There are a lot of antiquated shops out there fixing cars like it’s still 1980,” he observes, stressing the benefits of learning the latest in technical and production management skills.

“When I go there I sit in the front row,” says Gerstein, long an admirer of Fryzel’s teaching ability; he has attended a number of the veteran instructor’s I-CAR classes

As a member of five other DRPs, Gerstein points out that “there are some wonderful companies, but State Farm is the only one doing this. I appreciate the support they give us. They want you to be successful – they don’t want you to fail.”

Toward that end, Gerstein says he gained great value from the cycle time session and has already applied some of the lessons learned. “There are all kinds of things that you can open your eyes to; it stimulated thoughts on change and how you can improve cycle time. I’ve conjured up some things that I have done, and I’ve saved a day (of production on a given vehicle).”

It’s too soon in the process to cite specific techniques employed in reorganizing the production flow, Gerstein reports. “I haven’t fine-tuned it yet, but I’m doing my own thinking outside of the box. You’ve got to keep ahead of the game in this world.”

“The biggest complement that I can give is that State Farm not only understands the changes that are taking place rapidly in the industry, but is taking steps to prepare their body shops so that they can understand and progress with these changes as well,” notes Mark Cipparone, president of Rocco’s Collision Centers, which currently encompasses three locations and is in the process of constructing a fourth.

“These forums go way beyond fixing cars by providing information and speakers that address productive methods necessary for a shop to remain profitable for the long haul,” he says.

“Every session presents something useful,” continues Cipparone, who belongs to 15 DRPs. “Statistically, my company is regarded by many insurers and fleets as a top performer. We have an aggressive approach to everything that relates to collision and it seems to be contagious among the Rocco’s staff,” he says. “Even if these sessions serve as a reinforcement to what we learn every day at the shops, we can be that much more confident that our efforts and goals are consistent with those of State Farm.”

He goes on to point out how “these sessions have provided a great opportunity for many shops to obtain access to strategies that they may not have understood before. Personally, the opportunity to learn and further develop the relationship between my company and State Farm is always good time spent.”

The cycle time education was especially enlightening with consultant John Sweigert as the guest speaker, according to Cipparone. Sweigert is the proprietor of several collision repair facilities in the Pittsburg N.J., area, and he also owns a shop in Westville, N.J. in addition to his consulting work.

“I think that everyone can learn something from sessions that include speakers like John Sweigert,” says Cipparone, who frequently hosts I-CAR classes at his Sewell, N.J. location. “I hope to attend more of the same in the future.” He said he and Rocco’s regional manager Angelo DiTullio both gained useful knowledge by attending the Select Service cycle time forum held at Camden County College.

Renting professional classroom settings is an important aspect of the forums’ learning atmosphere. “We went to the local community colleges and asked them to help facilitate these,” Fryzel reports, adding that a convenient commute for busy shop owners was equally important. “We put one on in the northern, middle and southern parts of the state,” he explains.

“One of the most important developments we at State Farm have realized is the mutual respect these type programs encourage for both sides of our industry,” Fryzel says. “These programs build quality relationships by supporting each other. The real beneficiary is the mutual customer who needs prompt, quality, professional help with their accidents.”

In addition to the classroom instruction, several shops have made arrangements with Sweigert to provide them with individual aid regarding their production processes. “That was part of the intent of introducing him to the group,” recounts Fryzel, who says tips also were given for selecting other industry consultants as well.

“We offered examples of other people involved in doing similar projects,” he says. “You have to feel comfortable with the people you consult with.”

Although the topics are chosen to glean the most practical benefits for the majority of State Farm’s Select Service members, the sessions are wide-ranging enough to accommodate a healthy exchange of ideas and questions. “It’s training, communication and open discussion – that’s why we call them forums,” Fryzel explains.

The advanced metals forum included discount opportunities from suppliers Car-O-Liner, Chief, and ALLDATA. “What inspired this was the newly released I-CAR SPS 07 program covering all of the new advanced metals in new vehicles. This change in material warrants the need for repair information and updated structural repair and measuring equipment,” says Fryzel, describing an array of State Farm programs offered in cooperation with I-CAR and other industry experts. “Our New Jersey management team inspired these initiatives. Both English and Castaldo fully support these forums, providing all the staff, resources and program guidance.”

An I-CAR discount coupon program for the New Jersey Select Service shops has proven to be particularly popular as more than 2,000 coupons have been distributed so far. Ditto for an I-CAR welding qualification class held in September 2007 at J&E Auto Body in Clark, N.J.

“This event allowed several shops to send their staff to this training session for their staff to receive I-CAR training,” says Fryzel, who says he’s always on the hunt for new subject matter.

“We stay in tune with what’s hot, what’s good and what may be helpful,” he reports, inviting other ideas to be suggested as forum topics. “We’re inspired that maybe people will jump in and say, ‘We can help too.’ We’re involved in supporting good repairs for our mutual customers – we can do our part in helping the industry do a better job.”