10 practical repair takeaways for 2020

The SCRS panel discussion included seasoned industry professionals, such as Jason Bartanen from Collision Hub; Kelly Logan from Car-O-Liner; and Jake Rodenroth from AsTech. They discussed six key topic areas including: research and repair information gathering, training, product selection (parts, consumables and equipment), repair planning, quality control and relationships. Each topic was discussed in depth, and it was reiterated how critical it is to always include these areas in every repair process.

Below are 10 key takeaways that every shop must consider for each repair in 2020.

Research and repair documentation
Research and repair documentation includes original equipment manufacturer (OEM) repair procedures, which have been agreed to in this industry as the “repair standard,” use of third party repair information and potential limitations due to the completeness of the content and age, along with appropriateness of shop equipment for the repair. Doing the research involves significant time as each OEMs service information is navigated differently, involves a subscription cost of some type, and must be done before each job, as manufacturers change the service information constantly and doing a repair the “old way” could lead to disastrous results.

Do not forget to clearly understand the “rules” behind the estimating programs. What is included, or not included, can make a significant difference in the bottom line of the repair. The procedure pages, or P-pages, of every estimating system are available online and should be carefully read and interpreted to compile the most accurate set of procedures or steps. Also, spend time reviewing SCRS’ database enhancement gateway (DEG) website for detailed interpretations and hints of how the estimating systems calculate. The DEG is a very powerful resource with great information.

            Takeaways:

1. OEM repair procedures should always be considered the standard.
2. Third-party repair information could have gaps or be outdated.
3. Every repair must be researched.
4. Research P-Pages and SCRS’ DEG website.

Training
Training is a perpetual discussion point – it seems there is never enough time or enough budget – and this is not just tied to OEM information. Shop equipment, paint systems, health and safety all require constant updating for the best results. Some training is very formal such as off-site hands on OEM/equipment/paint training which typically has the highest cost, due to travel and associated factors, but it is also optimal because of the focus. In-shop training is simpler and a low-cost alternative to off-site training; however, it can be less impactful since there are many distractions in the technician’s environment. Sometimes management will embrace the need for complete focus and close their shop during training, but this is not the norm. Probably the most common training, the one we have all been to, is the “lunch and learn.” A short window of time, typically an hour or so, devoted to a single topic and work is minimally impacted.

            Takeaways:

5. Training is crucial for a technician’s and body shop’s success.
6. Training should be constant and ongoing.

Product selection
Parts, repair equipment and consumables are defined in many ways by each repairer, making product selection cumbersome. There are OEM guidelines related to parts, approved or recommended tools and most recently welding electrodes. Usage guidelines are brought about by repairer decisions or insurer agreements. All these decisions or agreements come into play as to how the vehicle will be repaired and by what method the repair plan will be assembled.

            Takeaway:

7. Types of parts and consumables must be known to plan the repair.

Repair planning
Repair planning takes the old “estimating” to a new level, because it incorporates all information from the research phase, tear down and measuring, product selection, and then is compiled into a complete and accurate plan. Details in the plan make it very clear what needs to be done in each step and the time/costs associated with the repair. Developing a comprehensive plan helps to eliminate friction and ambiguity when the repairer submits the proposal to the customer or insurer for approval.

Pre- and post-scanning, for a fixed fee such as “$200”, is a great example of a tripping point in negotiations over the past few years. “What does it include?” being a common question. If the plan was broken down line-by-line it would be much more palatable. For example, a plan might be broken down as, pre-scan for codes, document codes, clear codes, post-scan, set up targets, calibrate sensors, test drive 20 minutes and reach 45 miles per hour, and much more. This same detail is necessary throughout the repair plan and gives total transparency to the customer or insurer on what the repair entails.

            Takeaway:

8. Repair planning is a comprehensive plan detailing everything that needs to happen in the repair – allowing the shop to fully understand the scope of the repair. This planning reduces, or even eliminates, “grey areas” and approval friction.

Quality control
Once the vehicle to be repaired hits the production process, quality control becomes a constant topic. Each shop needs to define the level at which they will operate and whom will approve the steps through the process. Standard operating procedures (SOPs) are the foundation for quality repairs. Every variable is determined and a decision will be made on the proper repair procedure, materials, completeness, and whom will approve it. Most suppliers of consumables have SOPs for their products, an example would be a bumper cover repair where the SOP calls out repair compounds, supplies and the necessary steps for a robust repair. Each process step in a repair facility should have a documented SOP that everyone in the shop is trained on and adheres to for overall consistency. Having an SOP is confirmation that the SOP has been followed, which could come from a production manager or the next technician in the repair chain.

            Takeaway:

9. SOPs outline the process, responsibilities and methods to ensure a quality repair.

Relationships
At the core of our lives and certainly in business, we deal with all types of people on a daily basis, and relationships are born. These relationships, which hopefully are good, are further impacted by emotions of the moment. Stress, miscommunication and perhaps just the previous conversation can all play out as we move throughout the day. So, it is critical to monitor your own compass direction before making agreements or negotiations that are not appropriate for a quality repair. You often hear how challenging an insurer or adjuster can be, but by carefully pealing back the layers most times it comes down to a simple reboot in the discussion. Comprehensive repair plans with backup documentation, of correct and necessary repair procedures, generally lead to improved relationships with clarity – illustrating you are the repair professional. Sometimes there are those folks that just cannot be reasoned with, but for the clear majority who want to improve the relationship, they will find a solution.

            Takeaway:

10. Negotiation training is an often-overlooked topic.

To sum it all up, times have changed and the “behind the scenes” efforts required to pull off a quality collision repair have moved to a whole new level. Gone are the days of a handwritten estimate, and even with the strong estimating options available, there is still a tremendous amount of work required before we even get into the real work of “fixing” the vehicle.