Three industry leaders presented information during the
Connecticut Collision Repair Specialists (CCRS) association
meeting titled "Are You Ready for 2011?"
Kelly Owen, Dupont brand specialist, Chuck Sulkala, National
Auto Body Council (NABC) executive director and I-CAR
consultant, and Larry Siembab, senior director of insurance
relations, CARSTAR Automotive, were the guest speakers.
Attendees were challenged to get back to basics in areas of
customer service, shop compliance and industry
education.
Owen gave an overview of the upcoming EPA “Refinisher Rule”
and the process shops should
implement for compliancy. “Best practices can reduce
emissions of hazardous air pollutants during spraying of
automotive paints. Painters should be trained in the
efficient use of high volume low pressure (HLVP) or
equivalent spray guns and use paints that do not contain
lead or chromium pigments” stated Owen. The EPA
regulations controlling air emissions from paint stripping
and miscellaneous surface coating operations
compliance date is January 10, 2011. Attendees were given
training process packets to ensure compliancy.
Siembab presented “How Do You Create a Demand Model?” which
included
information on customer expectations, specifically
generational differences amongst consumers. “There is a
vast difference in consumers today – some are very informed
on the process and have higher expectations
during their repair experience.” stated Siembab. “Customers
live in a fast-paced environment and many
depend on electronic communication, demand quicker repairs
and repairs done right the first time. Social
media is an excellent example of consumers who can quickly
spread how their repair experience went – good
or bad. The collision repair industry must continually look
for ways to “overwhelm” the customers – with
superior service.”
Sulkala discussed the I-CAR Professional Development
Program. “Many body shop
owners are confused as to the new role relevant program and
it’s crucial that they know what the new process
entails.” mentioned Sulkala. “I-CAR introduced the
Professional Development Program in which training is
structured toward the role of the individual. As training
progresses, professionals are recognized for their
achievements relevant to their roles, as well as breadth of
training in their businesses.”
“2010 has been a very challenging year for our industry and
we believe it’s important to focus on business
improvement – basic common sense that we often don’t spend
time on,” stated Lisa Siembab, CCRS Executive
Director. Many shops focus on production only – trusting
that administration and human resources will take
care of itself. It won’t. Our objective, for the upcoming
year, is to help our members in all areas that their
facilities could stand to improve upon. It’s crucial in
order to conquer the economical environment and today’s
ever changing business climate.”
For more information visit www.ctcrs.com.
