North Hollywood Auto Repair benefits from location ... - Parts & People

FOCUS ISSUE
New Technology,
Products & Practices
Happy Holidays
from Parts & People
Online Edition at
www.partsandpeople.com
Serving Southern California Automotive Parts & Service Professionals Volume 6 Number 12 December 2012
North Hollywood Auto Repair benefits
from location and selling maintenance
by Dick DeLoach
North Hollywood, Calif.—Jack
Scrafield, North Hollywood Auto
Repair owner and ASCCA Chapter
5 president, said about 60 to 65
percent of the shop’s revenue comes
from maintenance instead of repair,
much of which comes from vehicles
still under warranty.
“Dealerships have always
struggled in this area because of the
lower income level in our area,” he
said. “So we advertise ourselves as a
dealer alternative for required and
preventative maintenance on
vehicles under warranty.”
“The time spent learning how to educate
customers on how important it is to
perform preventative maintenance has
helped grow our repeat customer base,” he
said. “It’s an ideology that requires full
participation from both service writers and
technicians along with continual training
and review.”
Scrafield said that over the years, he has
seen a decline in component replacements
from their regular customer base because
preventative maintenance has made their
vehicles more dependable, with lower
costs for repairs. During the last 10 years,
SC/C
PRSRT STD
U.S. Postage
PAID
Columbia, MO
Permit No. 353
Jack Scrafield (l.), owner of North Hollywood Auto
Repair, explains a brake issue to customer Alex Elliot
on his Mercedes-Benz SLK 230 Kompressor.
there has become less and less on a vehicle
that an “R&R” auto technician can work
on, Scrafield said. “It requires academic
training to develop a career in the
automotive repair/service industry.”
So, continual technical-update training is
necessary, he said. “I believe in the next 10
years, there will be a greater percentage of
hybrids on the road, coupled with more allelectric
vehicles,” he said. “The
independent shop that is willing to spend
the time and money today on technical
training for these vehicles will secure a
stable business in the future.”
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Scrafield said he also believes that
learning as much about the business
end of the industry is just as important,
if not more so, than knowing how to fix
cars.
“That’s the challenge for most
independent shop owners,” he said. “In
today’s marketplace, a shop owner
without business management
schooling is at a serious disadvantage.”
In the past three years Scrafield has
concentrated on Internet marketing to
build his business. “We don't pay for
any direct Internet ads,” he said.
“Instead we use companies like
Zenergy, Demandforce, and
CustomerLink to increase our Internet
presence.”
The shop is also a AAA Approved Auto
Repair (AAR) facility, which Scrafield said
is a great source of new customers.
Continued on page 20
INSIDE Parts & People
More than 15,500 circulated
Bill’s Quality Auto expands by embracing
the latest tools and technology . . . . . . . . 3
Simi Valley shop owner says
the right equipment and
trained staff leads to year-overyear
growth.
Ford, Jeep, Scion, Mustang win
SEMA ‘hottest cars’ awards . . . . . . . 3
Chris Kersting, SEMA president and CEO,
presented the SEMA “hottest car” awards at a
ceremony, Oct. 30, at the SEMA show.
Growing trend of extended terms poses
‘significant threat’ to industry . . . . . . 5
AASA Executive Breakfast and AAIA Town
Hall set stage for record-setting AAPEX . 7
New Product Notes . . . . . . . . . . . . . . 10
TIA TPMS Town Hall says consumer
education will eradicate complaints . 11
APRA/ATRA joint show offers business
opportunities and education for all . 21
COLLISION REPAIR
Pages 14-19 C1-C8
Recycled parts = more profit, work . 14
Car-part.com seminar at NACE illustrates
how using recycled collision parts can
increase profitability and save many jobs
while appeasing DRPs.
Santana’s excels with higher standards
for customers’ higher expectations . 15
The Ontario body shop, a
BASF/Glasurit Lifetime
Refinish Warranty Center,
performs warranty
refinishing work for
Mercedes-Benz, BMW, and
other high-end vehicles.
Collision Repair Training Notes . . . 16
NACE returns to ‘The Big Easy’ . . C-2
Seen at SEMA . . . . . . . . . . . . . . . . C-6
Miramar shop uses customer education
to improve KPIs, stay DRP-free . . . . . 17
United Auto Body
owner’s hands-on
work ethic, passion
for customer
education, and
unique goals for profitability have paid off.
New Collision Product Notes . . . . . 18
ONLINE
More photos and
articles at
partsandpeople.com
Leadership keynote highlights ASRW . 23
ASA’s ASRW kicked off with a
keynote speech from Dick Cross,
former Carstar CEO, on the
personality and behavior traits of
great leaders.
Cooper’s Keys to Auto Repair Profits .24
Kia and DC Comics unveil
superhero-themed cars at SEMA . . . 25
Michael Sprague, Kia’s executive vice
president of
marketing and
communications,
unveiled five
superherothemed
Kia
vehicles on Oct. 30, at the SEMA show.
CAWA Banquet kicks off Industry Week,
announces major legislative wins . . 26
Mechanical Repair Training Notes . . 26
People & Places . . . . . . . . . . . . . . . . 28

Page 2 December 2012 Parts & People www.partsandpeople.com
X

New Technology, Products & Practices Focus Issue
Bill’s Quality Auto Care expands by embracing the latest tools and technology
by Dick DeLoach
Simi Valley, Calif.—Bill Garcia,
owner of Bill’s Quality Auto Care,
said he has always tries to stay on
the leading edge with the latest
tools, equipment, and technology
since the shop opened in 1993.
Garcia, an ASE master technician
before moving into management,
said keeping up with rapidly
changing technology hasn’t been
easy — or cheap. “I’ve seen huge
changes in how we service vehicles
and what we use in my 35 years in
the auto repair business.”
However, Garcia said his goal from the
beginning was to provide the best service
possible to his customers, which meant
investing heavily in the shop, including
getting, and keeping, the right staff.
“It’s important to have the right tools and
equipment, but without properly trained and
motivated employees, it means nothing,”
Garcia said. “We have weekly meetings
where everyone gets to discuss issues and
new ideas.”
Technicians and service writers are given
access to more than 100 hours of training
Bill Garcia, owner of Bill’s Quality Auto Repair,
says he owes his success to having the right
equipment and a top-notch ASE-trained staff.
per year at no charge to the employees,
Garcia said.
“The training ranges from automotive
repair to service advisor training,” he said.
“Technicians receive training from
ACDelco, Motorcraft, Denso, Autologic,
ATG, WORLDPAC and Specialty
Undercar, onsite and in nationwide training
facilities, which has required travel across
the country at times.”
Garcia said he also provides all specialty
tools and equipment, 401(k), health care
benefits, Costco membership, uniforms,
paid vacations, paid ASE testing, profit
sharing, and bonus programs.
The shop’s service writers have received
training from Elite Worldwide. “Two of our
service advisors, Joe Shaw and Alex
Foreman, have also gone through the
Masters Program established by Bob
Cooper at Elite and have both had extensive
phone training
as well,” he
said, adding
that they use
ROWriter for
invoicing.
As for
equipment,
Garcia said he
purchased the
latest Hunter alignment system at the
SEMA show, and has installed new Rotary
lifts, purchased from Airdraulics. “We buy a
lot of equipment from them,” he said. “Dan
Tracy Jr. gives us great service.”
Garcia has also invested in numerous
diagnostic tools including a DRB3, three
Autologic tablets for BMW, Volvo,
Mercedes-Benz, Jaguar, and Land Rover, a
Tech II, IDS, Snap-on Versus, and a VAG
“Our customers know that all
we use is nitrogen for filling
tires and we’ve never charged a
dime; it’s part of our
commitment to quality service.”
COM Toyota Tech Stream. “I also spend
several thousand dollars a year on software
updates,” he said. “We’ve yet to get
involved in new Chrysler scan tools simply
because we don’t get that many of them.”
Garcia said that nearly 11 years ago he
designed and installed a dual air/nitrogen
system for the shop with two 10-HP dualpiston
compressors, a
five-HP backup
compressor and two
50-gallon tanks in an
enclosure outside the
shop.
“Having the
compressors outside
really improves the
quality of life in the
shop,” Garcia said. “There’s enough noise
in a shop as it is.”
He also installed a Branick Nitrogen
generator system with an Eaton Air Chiller
(which removes moisture and contaminants
from the air); ran two air lines to every bay:
blue for compressed air and green for
nitrogen; and installed an Eaton nitrogen
tire inflator system.
Continued on page 6
Ford, Jeep, Scion, and Mustang take top honors at SEMA ‘hottest cars’ awards
by Daniel Buxbaum
Las Vegas—Chris
Kersting, SEMA president
and CEO, presented the
SEMA “hottest car”
awards at a ceremony,
Oct. 30, at the SEMA
show.
“The SEMA award
helps guide consumers
toward the hottesttrending
and mostaccessory-friendly
vehicles on the market,”
Kersting said.
The SEMA
organization has paid off as a winning
SEMA President and CEO
Chris Kersting (l.) presents
the “Hottest Sport
Compact” award to Scion
Corporate Manager Jacie
Dane at the 2012 SEMA
“hottest cars” award
ceremony.
proposition for consumers, he said, noting
that OEMs are now consistently providing
the aftermarket with blueprints and tech
sharing tools for their vehicles, which
allow for more reliable and cost-effective
customization.
“This has resulted in a high-quality
product, fast turnaround, and the
manufacturing of accessory-friendly
vehicles,” he said. “The specialty
equipment market reached nearly $30
billion in North American retail sales in
2011, marking the second year of growth.”
Achieving top honors in the “Hottest
4X4/SUV” category was the Jeep
The 2013 Scion FR-S has proven to be a solid
canvas for customization, as Toyota and Subaru
have provided the aftermarket with blueprints to
many of the car’s systems, said Chris Kersting,
SEMA president and CEO.
Wrangler. Highlights for the 2012
Wrangler include the fitment of Chrysler’s
3.6-L Pentastar V-6 engine, which gives the
SUV a boost to 285 HP.
The “Hottest Truck” award was given to
the Ford F-Series, which features an
optional twin-turbocharged EcoBoost V-6
engine that offers the performance of a V-8
with improved fuel efficiency.
Receiving the award for “Hottest Car”
was the Ford Mustang, which retains
classic muscle car proportions, largedisplacement
engines and a solid rear axle
in most configurations.
The all-new Scion FR-S took home the
prize for “Hottest Sport Compact,” a feat
considering it’s its
first year on the
market. The FR-S
and its twin, the
Subaru BRZ, were
popular choices for
tuners at this year’s
SEMA show.
“These vehicles
provide the best
canvas for
customization and
offer the latest in
new products,”
Kersting said of the
four award winners.
“SEMA is always looking for new ways to
stoke the market. We take what’s great,
and make it even better.” n
The Ford F-150, which remains a topselling
vehicle in the U.S., was deemed as
the “hottest truck” at this year’s SEMA
show.
Look for an overview of the
in next month’s issue
The Jeep Wrangler, shown here with a
retrofitted Cummins six-cylinder diesel
engine and Borg-Warner turbochargers,
offers an excellent canvas for aftermarket
customization, said Chris Kersting, SEMA
president and CEO.
The Ford Mustang, which retains oldschool
muscle car architecture, took the
award for “hottest car” at SEMA 2012.
Parts & People December 2012 Page 3

Parts & People
The Monthly Regional Publication
For Southern California
Automotive Specialists
Volume 6 / Number 12, December 2012
Publisher: Lance Buchner
Associate Publisher: Michael Anderson
Managing Editor: Rob Merwin
Southern California Regional Manager:
Marc Anfossi
Contributors: Dick DeLoach,
John Yoswick, Daniel Buxbaum,
Steve Sharp, Jay Sicht
Graphic Arts Director: Mario Waller
Printer: Tribune Publishing Co. Inc.
Parts & People is published monthly by
Automotive Counseling & Publishing
Company, Inc., a Colorado corporation.
ISSN 1083-771Z
Southern California Edition
Phone: 760-554-9583
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Copyright 2012, Automotive Counseling & Publishing
Company, Inc. All rights reserved.
Publisher’s Statement
Industry Week — industry strong
Ten years ago, to the month, this was the title of this Publisher’s
Statement upon returning from Automotive Aftermarket Industry
Week (AAIW). After a difficult year, on many levels, following
the collapse of the three World Trade Center towers in New York
City on 9/11, there was concern and apprehension regarding the
business climate at the shows and about the business year ahead.
But, almost immediately upon arrival, it was evident that the
collective resolve, purpose, and confidence of this remarkable
vehicle parts and service industry was intact and prepared to
surmount the obstacles and challenges ahead, short- and longterm.
And, so it did.
Approaching AAIW 2012, the apprehension, although not
nearly as dramatic and gut-wrenching, was reminiscent to that of
10 years ago. Would the state of the economy, domestic and
global, undercut by financial fraud, debt, unemployment, and fear
of inflation, stifle and smother the progress and momentum
accrued over the decade? Apparently, it did not.
Once again, 10 years later, the industry demonstrated a
collective, confident stride toward a future recalibrated to the
technologies and supply chain complexities inherent in a global
industry. Steeped in tradition, positioned for potential, the
industry displayed dynamic direction dedicated to overcoming the
challenges and obstacles that lie ahead.
A pre-registered attendance of 136,000, supplemented by walkup
registration, were treated to product introductions, overview
perspectives, network opportunities, cutting-edge technologies,
training, exhibitors from around the world, and an overriding
sense of assurance that this industry will remain vital and
successful well into the future.
Headwinds, tail winds
Existing conditions were aptly characterized during AAIW as
including both headwinds and tailwinds. While vehicle age
and deferred maintenance are favorable, it’s miles driven and
the changing costs of doing business, raw materials, and
energy that is of more immediate concern, it seems.
On the street, however, it’s momentum, customer contact,
and maintaining professionalism to the extent affordable that
calls the tune. Casting a wider net for additional customers,
through increased marketing efforts or an expanded menu of
services can offset a diminished customer base that results
from local or regional economies. For many, the access to
commercial lines of credit remains critical, too.
Many are again realizing the strength of channel partners to
be increasingly important. Whether it is hitching your wagon
to a star or improving overall channel relations, adding
synergy to your business with channel partners, singular
advancement can trump general economic conditions. In a
highly competitive climate, selecting channel partners, your
vendors and suppliers, can make a critical difference.
Holiday magic
At a time when small businesses are under siege the annual
holiday season arrives. It is a time of charitable consideration,
community, and renewal of spirit. The characteristics of the
American holiday season are similar, in many ways, to the
essential characteristics of American small, local, and regional
businesses.
Although depicted in more innocent times, the lessons of
Frank Capra’s holiday classic, “It’s a Wonderful Life,” ring as
true as holiday bells. It’s all about caring for others,
customers, community, co-workers, close relations, and doing
the right thing. Our best wishes to you for a safe and happy
holiday season. n
Page 4 December 2012 Parts & People www.partsandpeople.com

Growing trend of extended terms poses ‘significant threat’ to industry
by Rob Merwin
Las Vegas—At a media briefing prior to
AAPEX, Motor & Equipment
Manufacturers Association (MEMA)
Executive Vice President and COO Steve
Handschuh said extended terms present a
“significant threat” to the entire industry
and all channel players have a
responsibility to promote practices that are
in the best long-term interests of the market
and the players within it.
As an advocate on behalf of the supplier
community, Handschuh said the
Automotive Aftermarket Suppliers
Association (AASA) hired KPMG, a
global accounting and advisory firm, to
study the impact of extended terms in the
aftermarket.
“We feel it is a serious situation. We
wanted experts to confirm it for us and to
provide this information to our members so
they can have discussions on terms and
conditions. We wanted to raise a flag,” he
said.
Handschuh explained that extended
terms are a relatively new and unique
practice in the industry, and it has sharply
escalated in the last two years. Its
preponderance means the aftermarket
industry is more sensitive to credit
availability. And, he warned, credit cycles,
similar to economic cycles, are inevitable
and hard to predict.
“This risk exposure is a sea change for
the historically stable aftermarket,”
Handschuh said. “The aftermarket
traditionally has been one of the most
resilient industry sectors, highly resistant to
changes in external business conditions.
However, this evolving business model
makes that less true for everyone.”
The KPMG study concluded that no
other industries have terms similar to those
in the aftermarket. “It’s unparalleled,”
Handschuh said.
He added that a significant rise in
interest rates, combined with a lack of
credit availability, would require the
industry to reverse extended terms — or
come up with capital to fund this “unusual
business model.”
“There are serious concerns down the
road, and extended terms could have a
catastrophic impact on this industry. If
credit availability were to become tighter
— and we’re beginning to see signs of it
already — and rates were to escalate, it
could move billions of dollars out of
factoring programs’ balance sheets and
devastate a significant portion of the
supplier community.”
Handschuh said there was a renewed
appreciation for the importance of the
supply base during the OE crisis when
Ford Motor Company, which didn’t need a
bailout, advocated for GM and Chrysler to
get federal funds assistance because they
all shared suppliers.
“If one or two of them were to go down,
it would take the entire supply chain with
it,” he said. “There is a community
responsibility to pursue practices that are in
the long-term best interests of this industry
and not just in the interests of one party or
another.”
Handschuh also explained extended
terms have exacerbated the long-standing
industry risk of excess inventory in the
aftermarket.
“When there is no incentive to increase
inventory terms and no incentive to limit
inventory investments — when for all
intents and purposes it’s ‘free’ for those that
place the orders — it will continue to
propagate inventory issues,” he said.
“Inventory terms for major channel
partners have continued to decline over
the past five to 10 years. In regard to
extended terms and those who carry
financial responsibility for inventory, it
will just make the situation worse.”
He added that by working together, the
industry has a positive future, but it will
take co-operation, collaboration, mutual
respect, and commitment to what is in the
best long-term interest of all channel
partners to make it possible.
“We’re not through with this issue, and
the association can play a role by bringing
attention to KPMG’s data. There is reason
for serious reflection before we pursue
even longer terms such as those beyond
360 days,” he said. n
Parts & People December 2012 Page 5

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Bill’s Quality Auto Care expands by
embracing the latest tools and technology
Continued from page 3
“We’ve found that by removing the
moisture from the air, it really adds life to
most pneumatic tools and components,” he
said. “Our nitrogen generator filters last
three to four times longer, our lift seals last
longer, our technicians’ air tools last
longer; it’s even plumbed to our Hunter
alignment machine.”
When customers come into the shop for
any service, Garcia said his technicians
always do a tire pressure check. “Our
customers know that all we use is nitrogen
for filling tires and we’ve never charged a
dime; it’s part of our commitment to
quality service.”
Preventative maintenance has always
been a big category for the shop, Garcia
said. “Every oil change includes a
complete inspection service, and we have
seasonal specials that include additional
inspection items.”
Garcia said before a technician performs
an inspection, customers are alerted ahead
of time as to the comprehensiveness of the
inspection. “So they are typically prepared
to invest in their vehicles for maintenance
services.”
The shop also performs fleet
Hours:
M-F 7am – 6pm • Sat 9am – 2pm
ASE Certified Technician Adam O’Connell performs
a cooling system flush on a BMW SUV using the
shop’s BG Products flush machine.
maintenance, Garcia said, which makes up
about 5-10 percent of the shop’s total
business. “Bob Cornwall (operations
manager/fleet manager) handles our fleet
accounts.”
Garcia said he buys his parts from a
number of quality sources including Cal
State, Warren Distributing, WORLDPAC,
APW, SSF, Fast Undercar, O’Reilly, and
BG Products.
The shop puts on free clinics to
empower women in automotive repair,
Garcia said. “These have been very
successful and many women have
commented about how important
they were for them.”
Garcia said he is also a Merit
Badge Counselor for the Boy
Scouts and has opened the shop
to train troop members in
automotive knowledge so that
they can gain their Automotive
Merit Badge.
“We have also been involved in
the local chamber street fair and
have run numerous promotions to
support breast cancer awareness,
such as $2-per-oil-change
promotions, and we also support
the local food bank,” he said.
Business has grown every year, Garcia
said, although last year it grew at a smaller
rate. “This year will probably be the first
year out of the last 10 that the growth will
be in single digits,” he said. “With cost
reductions and better efficiencies, we
should grow by about 5 percent.”
Garcia’s commitment to quality service
has earned the shop AAA Approved Auto
Repair (AAR) facility status and ASE Blue
Shield rating, and it’s an authorized
ACDelco shop. “We have earned the AAR
Award four years running,” he added. n
Smog program eliminates testing
for 2000 and newer vehicles
Sacramento, Calif.—The Air Resources
Board reviewed plans for implementing a
new Smog Check program that eliminates
tailpipe testing for 2000 model-year and
newer vehicles and improves the quality of
inspections for older vehicles. Authorized by
AB 2289, the new test takes advantage of
the advanced monitoring On-Board
Diagnostic (OBD) systems that are standard
equipment on all newer vehicles.
Instead of measuring tailpipe emissions
while simulating driving conditions in a
shop, the new test will review OBD data
collected during actual operation to identify
vehicles with high emissions.
“By utilizing the OBD system already
built into all newer cars, owners can be
assured that they are getting the most
accurate measure of their vehicle’s condition
at the lowest possible cost,” ARB Chairman
Mary Nichols said. “The move away from
tailpipe testing and the expensive equipment
required by shops will benefit consumers,
service providers, and the environment.”
Older vehicles will continue to be
inspected using tailpipe emissions, but
stations will be subject to new performance
and evaluation standards. Only stations
meeting the tough new standards will be
rated as “Star Certified” and permitted to
inspect 1999 and older vehicles. The
changeover to the new testing requirements
will take place over the next year.
Starting Jan. 1, 2013:
• All 1999 model-year and older vehicles
(the model years most likely to have high
emissions) will be directed to new Star
inspection stations.
Sept.1, 2013:
•All 2000 model-year and newer vehicles
will be inspected using the OBD-based test.
As part of the report on the new Smog
Check program, the board also reviewed the
effectiveness of the state’s voluntary vehicle
retirement programs. These programs,
administered by the Bureau of Automotive
Repairs and local air pollution control
districts, provide financial incentives to
scrap older vehicles and vehicles that require
costly repairs. The past two fiscal years,
those programs have resulted in the
retirement of more than 82,000 highemitting
vehicles. Retiring older vehicles is
an important tool in California’s air-quality
efforts, as vehicles that are more than 20
years old account for only 6 percent of all
miles traveled but are responsible for more
than 40 percent of daily smog-forming
emissions. Board staff found that the
significant air-quality benefits can be
achieved by increased retirements and
program improvements. n
Page 6 December 2012 Parts & People www.partsandpeople.com

AASA Executive Breakfast and AAIA Town Hall set stage for record-setting AAPEX
will become the
legislative template for a
national agreement.
“Folks, you did it,” she
said. “It was a 10-year
battle and now
consumers can have a
choice where they get
their vehicles repaired.
There’s still a lot of work
to do and I thank you for
your support moving
forward.”
Schmatz was also named the 2012
recipient of the Automotive Warehouse
Distributors Association (AWDA) Leader
of the Year Award. The award is given to
an aftermarket professional who has made
significant and unique contributions to the
industry, and it was Schmatz’s efforts to
pass the Right to Repair legislation that
earned her the honor.
Handschuh announced that AASA’s
“Know Your Parts” campaign launched a
new website for repair professionals, which
is designed for manufacturers to post
technical content, installation tips and
additional information.
“We have nearly 9,000 service
professionals registered for the show,” he
said. “It’s a number that continues to grow,
and it’s a focus of our organizers to have
them here to foster discussion and an
exchange of ideas with suppliers.”
The AASA Executive Breakfast, which
was themed “New Thinking for the
Automotive Aftermarket,” also had a
record attendance of 800 people, said Bob
Continued on page 8
The AAIA Town Hall featured a lively
election-year political discussion between
Terry McAuliffe (l.), former chairman of the
Democratic National Committee, and
Haley Barbour, former Mississippi
governor. AAIA President and CEO
Kathleen Schmatz was moderator.
by Rob Merwin
Las Vegas—Try as it might, Hurricane
Sandy couldn’t thwart AAPEX’s success
this fall, Oct. 30-Nov. 1, and though it did
prevent a few people on the East Coast
from attending, the 20th annual show in
Las Vegas enjoyed record attendance, said
Steve Handschuh, MEMA executive vice
president and COO, who made welcoming
remarks at the event’s eighth annual AASA
Executive Breakfast.
And despite renovations at its venue, the
Sands Expo, AAPEX had a sold-out
exhibitor hall, which was up 4 percent,
Handschuh reported, and an 8-percent
increase in overall attendance. He
estimated that 140,000 were in town for
AAIW altogether.
AAIA President and CEO Kathleen
Schmatz, who moderated the 15th annual
AAIA Town Hall, said AAPEX had more
than 2,300 exhibitors and more than 61,000
buyers.
AAPEX Learning Forum education
sessions at the Venetian Hotel also grew
and expanded its tracks this year, beginning
a day earlier on Monday, providing topics
of interest for all channel attendees.
Kevin Freeland, Advance Auto Parts
COO, provided the Executive Breakfast
keynote address and discussed industry
challenges and trends: retailer and supplier
relationships are becoming more
sophisticated and complex; extended terms
continue to grow; foreign car parc is
increasing; mergers and acquisitions will
continue; retailers are “crossing the aisle”
into commercial sales; and the importance
of brands and brand reputation, which was
addressed later during an interview with
Handschuh.
Schmatz congratulated and thanked the
industry for contributing to the passage of
Massachusetts’ Right to Repair bill, which
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Parts & People December 2012 Page 7

Californians well represented at AAPEX
PHOTO BY MICHAEL ANDERSON
A decked out Fiat is on display at the SEMA show in the Chyrsler booth.
Jasper Engines & Transmissions-
Southern California
1477 Cedar Street, Unit "D"
Ontario, CA 91761
P.O. Box 650
Jasper, IN 47547
1-800-827-7455
www.jasperengines.com
AASA Executive Breakfast, AAIA Town
Hall set stage for record-setting AAPEX
Continued from page 7
McKenna, MEMA president and CEO.
Polk President Tim Rogers returned to
the AAIA Town Hall and shared five trends
that will impact the aftermarket (see
sidebar, below), and Danielle Russell,
industry director for Automotive, Google,
also presented trends based on Google data
and analysis as they are related to Internet
parts searches, cross-shopping and online
training videos.
The AAIA Town Hall concluded with a
lively election-year political discussion
between Haley Barbour, former Mississippi
governor, and Terry McAuliffe, former
chairman of the Democratic National
Committee.
MERA invited AAPEX attendees to visit
a new Remanufacturing Section — which
featured exhibits from MERA and select
member companies — on the main show
Five trends that will
impact the aftermarket
by Rob Merwin
Las Vegas—Polk President Tim
Rogers returned to the AAIA Town Hall
and shared five trends that will impact
the aftermarket. The insights were
generated from data and Polk’s
relationships with OEMs and the
aftermarket. Rogers outlined them as
follows:
• Trend 1 — Light vehicle sales are
on the rise and are expected to reach
14.3 million units for 2012, which
represents a 13-percent year-over-year
increase, and Polk expects sales to break
the 15-million mark for 2013. OEMs are
becoming more aggressive and
competitive as consumers are returning
to the showrooms. “We’re past the
economic crisis of 2008 and OEMs are
returning to full strength.” VW sales are
increasing (up 34 percent from prior
year-to-date) and its global strategy is to
become the dominant OEM by 2018;
Toyota is back on track; Kia and
Hyundai will focus on maintaining
current market share; and GM, Ford and
Chrysler will continue a downward
trend in light vehicle sales.
• Trend 2 — The vehicle population
continues to age, with the average age
of light vehicles having increased by 12
percent over the last five years. As
vehicles 11 years and older have
increased by 19 million units, it will
floor. The new AAPEX Remanufacturing
Section, which occupied 8,000 square feet,
was identified by green carpet to
acknowledge the environmental benefits of
remanufactured motor vehicle parts. The
Remanufacturing Section — co-hosted by
MERA and the Engine Rebuilders Council
(ERC) — featured exhibits from nearly
three dozen companies in the
remanufacturing industry, as well as live
engine-rebuilding demonstrations.
McKenna also congratulated Handschuh
and Bill Long on their new appointments as
executive vice president and CEO of
MEMA, and as president and COO of
AASA, respectively. McKenna said,
“Steve’s distinguished career in the
aftermarket and his experience in
articulating a vision and building an
energized AASA team has positioned
MEMA as the strong voice for motor
vehicle parts suppliers.” n
afford “major opportunities” for the
independent repairer. Average length of
ownership for new and used vehicles
combined has also increased to 58.2
months and new vehicle ownership to
71.6 months.
• Trend 3 — CUVs (25 percent of all
new vehicle registrations) and mid-size
(20 percent of all new vehicle
registrations) cars are driving the
recovery in new vehicle sales due to fuel
efficiency and family-friendly sizes. As
a result, the four-cylinder engines they
are equipped with are gaining more
market traction and popularity among
manufacturers.
• Trend 4 — Globalization of
platforms and families is accelerating
and 10 of the largest platforms will
comprise 24 percent of production this
year. It will rise to 28 percent by 2023.
The result will benefit installers and
suppliers as the trend will reduce tooling
and inventory expenditures. The highest
volume platforms are anticipated to be
the Nissan B and VW’s MQB.
• Trend 5 — Technologically
advanced vehicles offer increasing
aftermarket opportunity. OEM’s use of
oil-indicator lights is up from 3 percent
in 2003 to 56 percent in 2011, and new
vehicle registrations for diesels is down
in contrast to hybrids, which are up. n
Page 8 December 2012 Parts & People www.partsandpeople.com

Parts & People December 2012 Page 9

New Product Notes
Alloy USA announces new
heavy-duty ball joint kit for Jeep
Suwanee, Ga.—Original and OE
replacement ball joints for Jeep lack the
ability to be serviced for regular
maintenance. Alloy USA solves this
maintenance challenge with its new Heavy
Duty Ball Joint Kit for
2007-2013 Jeep JK
Wrangler (also fitting
1999-2004 Jeep Grand
Cherokee) by adding a
low profile grease
fitting. The Alloy USA
JK H/D ball joints
have been designed
with a low profile
(grease) zerk fitting for regular maintenance,
a feature not offered on factory replacement
parts. Inside, the insert has been replaced
with a high strength steel socket, which
replaces the factory plastic nylon insert.
OTC introduces family
of Spectrum Worklights
Owatonna, Minn.—OTC has announced
a family of waterproof-grade LED work
lights equipped with a Lithium-Ion (Li-Ion)
battery designed for making a technician’s
work environment safer and more
productive. Each light within the Spectrum
series provides
50,000 hours of
light and is
equipped with a
hang hook,
magnetic base,
pivoting body, face
light, and a top
light. OTC
Spectrum
Worklights utilize
the combination of
the magnetic base
or swivel hook, and
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the pivoting body enables the user to steer
light directly onto specific components or
general work area. Additionally, with the
magnetic base incorporated into the lights,
the technician can apply them to any metal
surface.
Each worklight in the OTC Spectrum line
comes with both AC and DC
chargers, making these tools
equally valuable for mobile or
stationary service.
Schrader adds new TPMS
fitment option with EZ-tire
sensors
Denver—Schrader announced
the release of its Schrader EZ-tire
tire-mounted sensors. The EZ-tire sensor is
enclosed within a small, circular, rubber
fitment package that easily adheres to the
inner liner of the tire. The EZ-tire solution
expands the benefits of TPMS (including
enhanced tire performance data) to a wide
range of new applications in addition to
traditional passenger cars and light trucks
that are federally mandated to include
TPMS. Schrader’s tire-mounted-sensor
technology can also be packaged with
additional telematics software to provide
enhanced tire performance and tracking
data, which is especially important to fleet
managers and heavy-duty
equipment operators. Diverse
vehicle types can be quickly
programmed with EZ-tire with more
than eight handheld
scan/programming tools.
Gates Corp.’s PIC Gauge
Belt Wear App now available
for Android Smartphones
Denver—Gates Corp.
announced an Android version of
its Parts Image Capture (PIC)
Gauge Belt Wear App. The first
smartphone app to deliver accurate
measurement and evaluation of serpentine
belt wear was initially released for iPhone
in June.
PIC Gauge was designed to enable
anyone, from professional technicians to
DIYers, to quickly and accurately diagnose
wear of automotive and heavy-duty K-
section serpentine belts.
To detect belt material loss or wear, a
user: takes a photo of automotive or
heavy-duty K-section serpentine belt with
an iPhone or Android smartphone; lets the
app analyze the photo; reads the results:
within specifications (green), wear
detected (yellow), or replace belt (red).
Gates PIC Gauge Belt Wear App may be
downloaded for free from
www.GatesBeltWear.com.
Magneti Marelli to offer new
diagnostic scan tools for US market
Auburn Hills, Mich.—Magneti Marelli
Aftermarket N.A. announced that it is
bringing a new line of diagnostic scan tools
for multiple vehicle brands to the U.S.
automotive marketplace.
The line-up features testers of various
price points and functionality including the
Magneti Marelli Flex, Vision, Smart, Logic,
and OBD Road.
The Flex, recently chosen by the Chrysler
Training Academy for diagnosis and
training in every Chrysler Training Center
across the U.S., features a
lightweight compact
design with a built-in 2.5-
inch display. Although the
Flex has stand-alone
capabilities, the VCI can
also communicate with a
host PC using USB, Wi-
Fi, and Bluetooth.
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Woodland • Sacramento • SF Bay Area • Fresno • Los Angeles
The new VDO Flex Fuel
Sensor-Gen II
The Vision offers an 8-inch diagonal
touch screen and is built to resist the
harshest conditions of use in the workshop.
The Smart is a fully independent device
with a clear, easy-to-read LCD display
using 262,000 colors.
The Logic can perform full diagnostic
analysis and utilizes Bluetooth technology
for wireless communication with any PC.
The OBD Road connects directly to the
vehicle for real time on-board diagnostics
and can be used as an OBD II data logger.
Magneti Marelli is bringing a new line of all
makes of diagnostic scan tools to the U.S.
VDO OE-engineered aftermarket
line adds new technology with
Flex Fuel Sensor
Allentown, Pa.—Continental
Commercial Vehicles & Aftermarket has
expanded its line of replacement parts to
include a fuel flex sensor. The New VDO
Flex Fuel Sensor-Gen II determines the
percentage of ethanol contained in a
gasoline/ethanol fuel mixture and adjusts
the injection rate and
ignition timing for
optimum performance.
The new sensor is mounted
in the fuel line between the
fuel tank and injectors. It
has a self-diagnostic
capability and provides a
temperature output of the
fuel, which allows for emissions and cold
start improvements.
EnerSys launches Odyssey
Performance Series Batteries
Reading, Pa.—EnerSys unveiled its
Odyssey Performance Series line of
batteries during SEMA. The batteries
offer deep cycling capabilities, long
service life, and high reliability, and are
designed specifically for consumer
applications, which do not require as
many cold cranking amps (CCA) and
reserve capacity (RC) minutes as Odyssey
Extreme Series batteries. However, they
deliver more deep cycling capabilities for
parasitic loads than conventional batteries.
Odyssey Performance Series batteries are
constructed of a market-accepted
polypropylene case and cover that resists
oil, cleaners, and gasoline, in the same
black and orange color as the Odyssey
Extreme Series batteries. n
Page 10 December 2012 Parts & People www.partsandpeople.com

TIA TPMS Town Hall says consumer education will eradicate complaints
Panelists, from l., Bartec CEO Scot
Holloway, Dill Air Controls; General
Manager Brian Rigney, Continental
Automotive Systems; Jean-Christophe
Deniau, Ph.D.; and 31 Inc. Marketing
Manager John Rice discuss the
effectiveness of public education for
TPMS.
by Daniel Buxbaum
Las Vegas—The Global Tire Expo —
Powered by TIA hosted a TIA TPMS
Town Hall meeting that provided a
targeted approach for educating shop
owners, technicians and consumers with
proper information regarding TPMS
systems before, during and after the sale,
Oct. 30, at SEMA.
Sean MacKinnon, the Tire Industry
Association (TIA)’s director of
automotive training development,
moderated a panel that included TPMS
manufacturer representatives from
Continental Automotive Systems US,
Schrader Electronics, Bartec USA, and
TRW, among others.
Panelist Brian Rigney, general manager
of Dill Air Controls, said that proper
technician training can and should be
passed along to the consumer.
“Dill offers training to not only
representatives and distributors, but also
to their customers in the field,” he said.
“We feel that providing training at the
technician level is ultimately what’s going
to help educate the consumer, and it will
also provide the technician with the tools
necessary to be successful.”
Jean-Christophe Deniau, Ph.D., of
Continental Automotive Systems US,
elaborated on the effectiveness of passing
learned information on to the consumer.
“Throughout the years, I have seen
complaints from a lot of drivers who say
they never had a problem with their tires
before TPMS,” he said. “For this reason,
shop training must be passed on to the
driver so that they can also understand
what signs to look for in a defective tire,
before it causes an issue.”
Ros Rodrigues, senior account manager
at TRW Automotive, said he feels that the
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consumer sees the tire installer as the
expert, and the installer should stand up to
the consumer’s
expectation.
“The turn-off is that if a
tire installer hasn’t been
trained, they don’t like to
field the blame for any
problems,” Rodrigues
said. “A properly trained
network, in the eyes of the
consumer, would be what they ultimately
want — to get their car fixed properly
Hoehn
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without the shop passing the blame along
to somebody else.”
MacKinnon also
addressed the panel
regarding its respective
companies’ efforts to make
clear and concise TPMS
information available to
the consumer. TIA, he
said, has been reaching out
to magazines and websites
around the country in an effort to provide
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Continued on page 12
Parts & People December 2012 Page 11

TIA TPMS Town Hall says consumer education will eradicate complaints
Continued from page 11
relevant tire information to the general
public.
Rigney offered a solution, explaining
that Continental Tire’s in-store displays
have created an effective avenue by which
his company has provided TPMS
education to the masses.
“Take advantage of customer awareness
materials such as counter displays,” he
said. “I’ve seen tire stores that have a
fishbowl full of tire sensors sitting on their
counter, and all of those stores say that it
has been an effective educational tool.”
MacKinnon then addressed the panel,
seeking a response to shops that say that
TPMS information is not widely
available, and that sensors seem to have
no uniformity in the way they are
diagnosed and repaired.
Joe Donehue, owner of Tiremetrix LLC,
said that his company offers a product,
TPMS Manager, to assist with inventory
management, scan tool compatibility and
general TPMS information.
“Regardless of the sensor service kit,
TPMS is very complex from an
information standpoint,” he said. “Having
critical information available to get the car
in and out of the shop is the key to
successfully turning the vehicle around
safely, quickly and profitably, and I feel
that all manufacturers offer good solutions
for this issue.”
Deniau cleared up a common
misconception, noting that the OEMs will
always dictate how they want a TPMS
system to function for each of their
vehicles.
“TPMS systems must be designed by
each manufacturer to work with a
vehicle’s unique CAN-BUS system, and
for that reason, they must all be designed
Hunter introduces new Quick Check
drive-under configuration
Bridgeton, Mo.—Previously
offered in multi-bay and drive-thru
configurations, Hunter’s Quick
Check system is now available in a
ceiling-mounted drive-under
configuration.
The drive-under system contains
no moving parts and hangs from a
standard bracket 10 feet above the
floor, allowing it to be installed
without floor area obstructions.
The drive-under configuration
comes with standard Quick Check
accessories, including Quick Check
console and rolling carts. n
Use Original Parts
Audi of Downtown L.A.
1900 S Figueroa
Wholesale Direct
213-747-7248
Fax: 213-222-1261
Hunter’s Quick Check system is now available in a
ceiling-mounted drive-under configuration.
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Parts Delivered Fast!
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1900 S Figueroa
Wholesale Direct
213-748-4624
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Sean MacKinnon, the Tire Industry Association (TIA)’s director of automotive training
development, says that information learned at training sessions should be passed
directly on to the consumer.
independently,” he said.
MacKinnon summed up by stating that
all TPMS manufacturers and OEMs will
try to find a way to make sure that
individual TPMS sensor repair and reset
information is accurate, but that
sometimes things can be missed.
“If something you bought didn’t work
Las Vegas—TIA announced it has
unanimously passed two resolutions that
will support the repeal of the estate tax
and express complete opposition of a
proposed credit card settlement.
In nationwide polls, small business
owners have expressed a deep concern
regarding the death tax, and named it
their primary legislative concern. TIA
recognizes that many small businesses
have non-liquid assets, such as land,
buildings, and equipment. This tax has
had an overwhelmingly harmful effect
upon a small business.
Protecting family businesses from the
VW Parts For
All Your Needs
Volkswagen of Downtown L.A.
1900 S Figueroa
Wholesale Direct
213-747-7246
Fax: 213-222-1272
right the first time, pick up the phone,” he
said. “Go with a resource that is
consistently updated and has good tech
support. This is not a stagnant industry –
things do change, there are some errors,
and I do feel that we, as a group, do a very
good job at getting the best information
out as quickly as possible.” n
TIA passes resolutions for 2013
estate tax is important to keeping small
businesses operating for future
generations, and to that end, TIA is
resolved to support all federal legislation
that will repeal the estate tax. If
necessary, TIA will also support
legislation that will extend the current law
of a 35-percent top rate and a $5 million
exemption.
The second resolution focuses on the
hardships that small businesses face in
regard to credit card fees. Those fees are
the third largest expense on a business,
after labor and rent. Moreover, the
interchange fees have tripled since 2011,
and have cost retailers and consumers
approximately $48 billion.
To combat those rising costs, more than
40 lawsuits have been combined in a class
action suit, suing Visa and MasterCard
and their issuing banks. The Merchants
Payment Coalition has been formed to
seek a more transparent credit card
system, which will better serve retailers
and consumers.
Currently, a proposed settlement gives
merchants a limited site to surcharge
consumers, and it does not reduce swipe
fees in the long term. Merchants are now
expressing their opposition to the
proposed settlement, and TIA has added
its voice to this opposition. TIA will
support the efforts of the Merchants
Payment Coalition as they seek federal
legislation and a more equitable legal
settlement to address the anti-competitive
nature of the current swipe-fee system. n
Page 12 December 2012 Parts & People www.partsandpeople.com

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Parts & People December 2012 Page 13

Collision Repair
Recycled parts can aid in DRP favor and profitability, NACE speakers say
by Michael Anderson
New Orleans—Multiple DRP
requirements, coupled with the demands
of operating in a lean environment, have
created a slim margin of error for many
collision repairers. However, using
recycled parts can help owners meet their
bottom line and at the same time gain
favor with insurance partners.
That was the key message of Dave
Damon and Jeff Schroder, of Carpart.com,
at a seminar, “Using Recycled
Parts in a Lean Environment,” held
during the International Autobody
Congress & Exposition (NACE) at the
New Orleans Convention Center on Oct.
11.
“In a lean environment, things have to
happen and you expect them to happen,”
Damon told an audience of collision
industry professionals. “Cycle time is a
driving force in the business today.”
DRP expectations
Insurers are under great pressure to
confirm part availability, said Damon,
who has extensive experience with
insurance companies. So owners need to
show evidence of “shopping” for a mix of
Original.
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are made from the
same blueprint as the
original parts and
guarantees the same
fit, performance, and
durability as the day
the vehicle was built.
Genuine Parts
Jeff Schroder of Car-part.com points to a panel damage chart that aids recyclers in
communicating with collision repair shop personnel on damage location.
OEM, recycled, and aftermarket parts for
each job, he said.
“Insurers asks themselves: Is ‘my’ shop
spending my money as wisely as possible?”
Damon said, referring to parts procurement.
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“Meet the insurance companies’
expectations and you don’t fall under a
watchful eye so often,” he said.
Alternative parts usage is a measuring
stick or key performance indicator (KPI)
that can vary greatly by shop type, he
said. BMW specialists, for example, may
have only 15- percent alternative parts
usage, he said,
because there
aren’t many
choices in collision
parts.
Other KPIs that
alternative parts
usage may impact
are repair vs.
replace ratios and labor hours per
estimate, he said. Another frequently
scrutinized item is refinish times, he said,
noting that insurers think they should be
one-third of overall labor hours.
“The trend with insurance companies is
to direct more work through ‘their’
shops,” he said. “If you meet their KPIs,
you’ll likely get more work.”
How much damage?
“If a part arrives and requires
significant work, it could cause
problems,” Damon said, adding that good
communication with a recycler who
adheres to grading systems helps limit
such problems.
“Some people look for parts with no
damage,” Schroder said. “But you can
make some money fixing (recycled)
parts. The fit is as good as the OE part.”
“Meet the insurance
companies’ expectations and
you don’t fall under a watchful
eye so often.”
When ordering parts, Schroder
recommended using VIN decoding,
which takes some of the guesswork out of
the process.
To determine extent of damage, many
recyclers use the credit-card method of
measurement, Schroder said, adding that
this can be applied to the length of a
scratch, for example. A credit-card length
is referred to as a unit of damage, and
some recyclers even break it down into
one-fourth of a unit, he said.
Two-thirds of recycled body parts sold
use the Automotive Recyclers
Association (ARA) grading system, he
said, pointing out that “000” means no
damage, and “A” indicates three units of
damage or less, “B” six or less, and “C”
more than six. The ARA damage codes
indicate the amount and location of
damage, he added.
Damon said that damaged panels will
often work in the repair process because
only a portion of the sheet metal may be
needed to fix the car.
Greater profitability
If a shop is being paid on markup, it
has a chance to make additional money,
he said, not to mention that the insurer
can be charged for the additional labor.
For example, if a front clip is
purchased, the cost
for the total unit can
save time and
money. In some
cases, he said, using
recycled parts can
save a car from
being totaled, and
make sure the shop
gets paid for the estimate it wrote.
“If you’re buying a door, the question
is: What comes with that door?” Schroder
said. ARA standards dictate that the
mirror isn’t included on the door. The
technology found in mirrors has
drastically increased their price, he said,
so “if you’re getting it, it’s a bonus.”
With damage, 80 percent of recyclers
use actual pricing for parts, while the
remaining 20 percent use “undamaged”
pricing. If a recycler doesn’t pay for
cleanup time, that has to be accounted for
on an estimate, he said.
For example, if a recycled $500 door is
on the estimate, and $100 is required for
cleanup, the insurance company must be
billed $600. Other recyclers will
negotiate price for damage at the time of
purchase, he said. n
Page 14 December 2012 Parts & People www.partsandpeople.com

Santana’s excels with higher standards
for customers with higher expectations
by Dick DeLoach
Ontario, Calif.—Santana’s Auto Body is a
full service collision repair shop, Owner
Mike Santana said, specializing in high-end
vehicle repair, with the latest equipment, I-
CAR-trained and BASF-certified
technicians, and a loyal clientele of high-end
vehicle owners with high
expectations.
“It’s taken 28 years to get to
this point,” Santana said. “It
was just a one-man operation
in one small building when I
opened it.”
With the help of his wife and
CFO, Patricia, the shop now
has nine employees and has
expanded into a 27,000-
square-foot facility in two lots
with three buildings, he said.
Its body technicians are
certified on the shop’s three
Chief EZ-Liner frame
machines and Chief Velocity
computerized framemeasuring
system, which
Santana said he bought through paint
supplier contacts from shops that were
closing.
“Our body technicians are also certified
on our Electron computerized resistance spot
welding machine purchased from Equip
Automotive Systems,” he added. “Joe
Becerra from Equip trained our technicians
on the welder and provides service and
maintenance.”
The shop sprays BASF Glasurit 90
waterborne products exclusively, purchased
from D’Angelos Group, in its cross draft
paint booth, Santana said, and refinish
technicians are Glasurit 90 certified and
trained by BASF.
“Our shop is a BASF/Glasurit Lifetime
Refinish Warranty Center, which means we
can do warranty refinishing work for
Mercedes-Benz, BMW, GM, Cadillac,
Toyota/Lexus, Ford, and other high-end
vehicles,” he said.
Santana said the office staff and estimators
are all trained in the CCC estimating system
and certified in Summit Software Solutions
management system.
“We use OEM parts when possible,
purchased from dealerships including Mark
Christopher Auto Center and Crown Toyota,
and Metro Nissan,” Santana said. “We also
buy from Keystone-LKQ for certain
recycled parts.”
The shop does work for several local
dealerships and has several fleet accounts,
including CLS Landscape Management,
Tropical Foods, Ontario Refrigeration, as
well as for independent mechanical repair
shops that Santana said represents 10 percent
of total sales.
“We also have a detail department, do
paintless dent removal, custom pinstriping
and graphics, and we do a lot of insurance
work, but we have no DRPs,” he said. “Most
of our business comes from repeat
customers and referrals.”
Co-owners of Santana’s Auto Body, Mike Santana and
wife/CFO, Patricia, take pride in their shop and the
high-quality work and personalized services they have
provided customers for 28 years.
Embracing the smart-phone app
phenomenon, Santana said he is a
participating “Help I Crashed My Car” shop,
which has brought in additional business.
“A customer just downloads a free app
that gives them a one-click automated
emergency communication system that
contacts up to three family members, their
insurance agent, and their preferred body
shop.”
Santana said because it’s GPS based, it
also sends a map of the accident location to
the shop so they can respond immediately.
“It even provides the user with an accident
report and the ability to take photos of the
accident scene and send them to their
insurance company and/or their preferred
body shop.
“We are currently in the process of
putting together an e-mail and text
messaging marketing process that will
interface with our management system to
capture all customer data,” Santana said.
“This program will allow us to customize
and track promotions and coupons.”
The challenge in the industry today is
that the pie is shrinking, Santana said.
“Fewer cars are being repaired because of
total losses, consumers are cashing out and
not repairing their vehicles, and
consolidators and MSOs are growing and
taking more market share.”
However, he also sees opportunities.
“Now, more than ever before, independent
shop owners have the opportunity to own
their customers without any major
investments, by marketing directly to
Continued on page 16
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Parts & People December 2012 Page 15

Santana’s excels with higher standards for customers with higher expectations
Continued from page 15
existing customers through e-mail, text,
websites, Facebook, and other forms of
social media.”
New technology trends Santana sees in
collision repair industry are high-strength
steel, plus newer and lighter composite
materials being used in the manufacturing
of automobiles. “These technologies will
Santana’s Auto Body Technician Alejandro
Pedroza (kneeling) and Joe Becerra from Equip
Automotive Systems use the shop’s Electron
computerized resistance spot welder. It was
purchased from Equip, which also provides
training and maintenance.
require advanced training on repairing and
replacement procedures,” he said.
Santana said everything has changed
since he began his career 35 years ago at a
mom-and-pop body shop at the age of 16,
just after completing training through the
Baldy View Regional Occupation Program
(ROP).
“I started from the ground up,” Santana
said, “doing prep in the paint department,
then as a painter and finally a body
technician.”
Five years prior to opening his
own shop, Santana said he went to
work for Mike’s Automotive, in
Ontario, a small independent body
shop just two doors down, owned by
Mike Portolesi that specializes in
high-end vehicles.
“Portolesi tells everybody he
taught me everything I know, and I
really did learn a lot from him,”
Santana said. “He’s from Australia
and he taught me old-school
fabricating and metal finishing
techniques, how to master my paint,
body, and frame skills, repair
estimating, parts ordering, and
co-managing the operation of
his business.”
Santana worked there until
1984, when he said it was time
to open his own shop, so he
bought a small building around
the corner from Mike’s.
“Since then we’ve expanded
twice and have been in this
building about eight years which
Portolesi owns,” Santana said.
“He’s my landlord now.” n
Collision Repair Training Notes
I-CAR Training Schedule
For more information on registration
and class times, call 800-422-7872 or
visit www.i-car.com.
Fix Auto-Tustin, Calif.
• Dec. 10-Refinishing Equipment and
VOC Regulations (Spanish)
• Dec. 12-Wind Noise and Water Leaks
• Dec. 17-Hazardous Materials, Personal
Safety, and Refinish Safety (Spanish)
Keystone Collision-Norwalk, Calif.
• Dec. 10-Squeeze-Type Resistance Spot
Welding (English/Spanish Bilingual)
• Dec. 11-Cosmetic Straightening Steel
• Dec. 13-Adhesive Bonding
• Dec. 13-Cosmetic Straightening Steel
(English/Spanish Bilingual)
• Dec. 17-Steel Unitized Structures
Carlos Castillo, an I-CAR-trained and BASF-certified
refinish technician at Santana’s Auto Body, inspects a
front fascia just painted with BASF Glasurit 90
waterborne paint in the shop’s cross draft spray
booth.
Caliber Collision-
Westlake Village, Calif.
• Dec. 6-Movable Glass
• Dec. 13-Stationary Glass
• Dec. 20-Best Practices for
High-Strength Steel Repairs
Valley Motor Center-Van Nuys, Calif.
• Dec. 12-Surface Preparation and Masking
• Dec. 19-Detailing
Y & S Auto Body Shop-San Pedro, Calif.
• Dec. 8-Automotive Foams (Spanish)
• Dec. 15-Hazardous Materials, Personal
Safety, and Refinish Safety
City Body & Frame-Riverside, Calif.
• Dec. 12-Wind Noise and Water Leaks
• Dec. 13-Stationary Glass
• Dec. 17-Exterior Panels Damage Analysis
• Dec. 26-Surface Preparation and Masking
LONG BEACH
Timmons Subaru
(562) 595-4601
(888) 489-5001
VAN NUYS
Subaru Sherman Oaks
(818) 674-7463
Fax (818) 670-7473
SAN DIEGO
Kearny Mesa Subaru
(800) 548-9124
Fax (858) 300-3331
SANTA CLARITA
Galpin Subaru
(661) 288-6934
Fax (661) 288-6933
Gustafson Brothers Automotive-
Huntington Beach, Calif.
• Dec. 12 or 18-Steel Unitized
Structures Technologies and Repair
• Dec. 19-Squeeze-Type Resistance Spot
Welding
• Jan. 17-Inspecting Repairs for
Quality Control
Holmes Body Shop-Pasadena, Calif.
• Dec. 8-Overview of Cycle Time
Improvements for the Collision Repair
• Dec. 8-Hazardous Materials, Personal
Safety, and Refinish Safety
• Dec. 18-Hail, Theft, Vandalism
Damage Analysis
• Dec. 20-Inspecting Repairs for
Quality Control
Mission Viejo Auto Collision-
Mission Viejo, Calif.
• Dec. 13-Overview of Cycle Time
Improvements for the Collision Repair
Anaheim Hills Auto Body-
Anaheim, Calif.
• Dec. 18-Best Practices for
High-Strength Steel Repairs
BASF Automotive
Refinish Training
For more information, contact your local
distributor or representative, call the
national training center at 800-201-1605,
or visit www.basfrefinish.com.
Los Angeles Training Center-
Buena Park, Calif.
• Dec. 11-13-R-M ONYX
Certification Program
• Dec. 14-R-M ONYX Color Adjustments
Techniques
PPG Training
For more information and registration,
contact the local PPG or Nexa Autocolor
Distributor or Territory Manager,
Terresa Castañeda at 909-987-0924 or
visit www.ppgrefinish.com.
Los Angeles Business Development
Center-Rancho Cucamonga, Calif.
• Dec. 11-12-PPG Certification-
Envirobase HP
• Dec. 18-19-PPG Certification-
Envirobase HP (Spanish) n
Visit www.partsandpeople.com for additional training events
Page 16 December 2012 Parts & People www.partsandpeople.com

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Parts & People December 2012 Page C-1

Insurer panel among the highlights as NACE
returned to ‘The Big Easy’
by John Yoswick
New Orleans—Seventeen years after it
was last in New Orleans, the International
Autobody Congress and Exposition
(NACE) strolled into The Big Easy this fall.
Although the show was significantly
smaller than it was back in 1995 — and
even slightly down from what it was just
last year in Orlando — NACE organizers
said attendance at key events during the
show was up, and some major exhibitors
that had been absent were back among the
approximately 220 companies on the show
floor.
The opportunity for education and
networking remains one of the major draws
for NACE attendees, and this year’s event
offered more than 80 sessions. One of two
“Collision Forums” included a 45-minute
panel discussion featuring representatives of
three major insurance companies. Among
the key questions they addressed was how
they view the growing prevalence of multishop
operations (MSOs). George Avery of
State Farm said his company worked with
the California-based consolidator M2
before that 27-shop chain suddenly closed
its doors back in 2005.
“With M2 going out of business along
with some other things, we recognized that
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our focus really needs to be on
individual repair facilities,”
Avery said. “We felt that
anybody should be able to
compete, so we really backed
off. The big difference with
MSOs in my mind is that they
are getting a lot more
successful at being able to
replicate. And as a result, that
makes them very attractive as
a group. But State Farm
maintains that whether you
are an independent or an
MSO, you should be able to
compete. And so State Farm
evaluates even MSOs as
individual repairers.”
Avery said that just as he
sees variation in the attitudes
and abilities of State Farm’s
3,000 staff estimators, he
knows MSOs have a
challenge getting every one of
their shops operating in the
way the corporate office
wants them to.
“There’s something to be
said for having skin in the
game, if your name is on the
company sign,” Avery said.
“I’m not discounting the
MSOs’ ability, but I am saying
that those with individual
repair facilities have skin in
the game, and that can have a
lot of value on the customer
service side, which we’re all
after.”
Still, Avery said, MSOs present an
“interesting platform” for experimenting
with change on a large but not national
scale.
“You hear people talk about how the
model is broken,” Avery said. “There are
components of change that could be
perhaps introduced into an MSO that you
couldn’t quite introduce companywide. So I
feel compelled to tell you, not to make
anyone nervous about MSOs taking over,
but I do have to say that that is a place
where you could possibly go and say,
‘Look, we’d like to try something
different.’”
Other insurers concur
Rob Knott, who is responsible for
Nationwide Insurance Company’s direct
repair network, agreed that his company
evaluates performance on a shop-by-shop
basis.
“We think the mom-and-pops still have a
place,” Knott said. “Some of the challenges
Rob Knott of Nationwide Insurance said his company
evaluates the performance of even multiple shop
operations on a store-by-store basis.
Allstate’s Randy Hanson said he likes some of the
approaches he sees larger shop operations taking,
such as extended shop hours.
that the MSOs have is over-saturation in
certain marketplaces, so you’re not going to
put all their shops in a market on the direct
repair program. And then there’s the
consistency issue, when they expand too
fast and aren’t able to maintain the same
service levels and quality.”
Still, Knott said, MSOs do offer an
insurer some appealing values, such as a
single point of contact and call centers.
Randy Hanson, director of auto claims
for Allstate, said that like the others, his
company believes each facility, even if part
of an MSO, has to stand on its own
performance. But he does see MSOs taking
some new approaches.
“If you go to some of the banking or
venture capital people and say, ‘I want to
spend $3 million on a collision repair
facility. I want to buy a fancy building and
put equipment in it. And guess what? I’m
going to use it about 30 percent of the
time,’” Hanson said, “I don’t think
Continued on page C-4
Page C-2 December 2012 Parts & People www.partsandpeople.com

Parts & People December 2012 Page C-3

SEMA’s Collision section expands
Photos by Jay Sicht
Sata again had its 3D virtual-painting system at SEMA. Contestants vied for getting the
most-complete coverage on a panel, with the best score of each day earning an iPad.
Jason Jewett, owner of Redhouse
Custom Paint in Derby, Kan., shows
his skills in the Ultimate BrushOff
competition finals held at the Anest
Iwata booth at SEMA. Prizes were
provided by distributor Automotive
Spraying Equipment Technologies.
A one-of-a-kind Chevrolet Camaro featuring
NAPA’s Martin Senour paints is displayed at
NAPA’s “Paint Store in a Parts Store” booth at
the SEMA show.
Mickey Harris (back to camera) and Leah Gall were two of the airbrush artists on hand
at the Sata booth at SEMA to demonstrate their skills and give tips to show goers.
Discussing the features of one of the new SATAgraph 4 airbrushes are Bob Derby (l.),
sales representative at Caruk and Associates in Richmond, B.C., Canada; Mitch
Peacock (second from r.), of Jus Cuz Customs in Edmonton, Alberta, Canada; and
Shannon Herboldt, of Classic Collision & Frame in Menno, S.D.
Insurer panel among the highlights
as NACE returned to ‘The Big Easy’
Continued from page C-2
everybody is saying that’s the model they
really want to support. There’s opportunity
out there, opportunity to extend hours,
opportunity to look at the model
differently.”
Though the term “partner” when
referring to shops and insurers has drawn a
lot of derision among shops in recent years,
Avery said that he sees
more of a need than
ever for partnerships
that help give the
customer what he or
she wants — and will
get “with or without
us.” He suggested
shops think of a young
driver who is using a
mobile device to find
out what to do after a minor accident.
“What can we do together? Can we work
together to offer a 48-hour repair?” Avery
asked the NACE event attendees. “You
might say, ‘Yeah, if you quit making me
take all these pictures and jump through
these hoops.’ And I might say, ‘Okay, I’ll
stop that.’ So as we look at the future, I’m
leaning toward partnering and saying, look,
that customer is going to leave us and go
somewhere else. He or she is not going to
tolerate inefficiency.”
Elsewhere at the event
For the second year, NACE included a
day-long event open only to MSOs. This
year’s MSO Symposium reportedly drew
about 250 attendees (it was closed to the
trade press as well).
NACE keynote speaker Dick Cross, a
former CEO of the Carstar organization
who recently published a business book,
told a crowd of about 800 attendees that
one of the biggest failings he sees among
many business owners and CEOs is not
regularly setting aside
time to just think about
the business.
“For most of us in
this room, thinking is
the hardest work that
we have to do,” he
said. “If there’s
anything else to
occupy our time
besides thinking, we’ll
generally be doing it. But thinking helps
you understand what the possibilities of
your business could be, and helps you to
understand generally how to make it
happen.”
The kind of thinking that makes
companies succeed, Cross said, can be
accomplished by those at the top who set
aside 20 minutes a day, three days a week,
to tune out other day-to-day distractions
and just think about the business.
NACE organizers will no doubt spend a
lot of time thinking about next year’s
event, which returns to Las Vegas next
Oct. 16-19. n
Audatex to use Demandforce for
marketing and communications
San Francisco—Demandforce
announced it has been selected by
Audatex North America for marketing and
communication software to help build
strong online reputations for its customers
and help them compete in the Internet
economy.
“Demandforce was the clear choice to
help our customers drive additional
revenue, increase efficiencies, and help
build a strong online reputation,” said
Gordon Henderson, vice president of
Collision Repair Services for Audatex.
“Demandforce and Audatex share a
common goal to foster an environment of
innovation, high performance, and proven
results and we look forward to working
together to serve our customers.”
The Demandforce communication
platform automatically collects certified
reviews and publishes them on Internet
sites including Google, Facebook, Bing,
Judy’s Book, and Citysearch, helping to
enhance a shop’s most valuable asset, its
“Education and
networking remain major
draws for NACE
attendees, and this year’s
event offered more than
80 sessions.”
reputation. Through the Demandforce
automated review syndication,
Demandforce-certified reviews reach a
total of 200 million monthly unique
visitors across the Web, helping local
consumers find businesses in their area.
Also, Demandforce makes it easy for
shop owners to not only build new
relationships, but also maintain
established relationships by giving them
the tools to drive new revenue through
promotions and newsletters that offer
value-added services. Additionally,
Demandforce automatically tracks results
and revenue from online marketing and
communications efforts to provide shop
owners with real-time visibility into the
success of their business.
“The use of Demandforce by Audatex is
a great example of two companies coming
together to promote growth and
relationship building in the collision repair
industry,” said Rick Berry, president of
Demandforce. n
Page C-4 December 2012 Parts & People www.partsandpeople.com

More Opportunity.
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open network, connecting insurance
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think. CCC ONE Open Shop seamlessly
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carriers and shops...even shops that are not
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To learn more about CCC ONE Open Shop,
logon to www.ccc-one.com/openshop
or call us at 888-832-1764.
©2012 CCC Information Services Inc. All rights reserved. Where it all comes together. ®
Parts & People December 2012 Page C-5

I-CAR training has measurable KPI impact; OEMs adopt I-CAR for programs
by Daniel Buxbaum
Las Vegas—I-CAR CEO and President
John Van Alstyne announced the
organization’s commitment to improved
training programs and strengthened OEM
relationships at a press conference, Nov. 1,
at the SEMA show.
The effects of participating in I-CAR
training, Van Alstyne said, have displayed
proven results in collision centers’ KPIs
and day-to-day operating metrics.
In 2010, I-CAR introduced the
Professional Development Program (PDP),
which offers collision repair and welding
training for key roles in the collision repair
process, he said. “Training is very critical
to stay abreast of the newest technologies.”
Van Alstyne noted that hybrid
powertrains, new-age structural and body
materials and a rapid influx of new models
coming to market have all presented
especially great challenges to the industry.
“Between now and 2015 there are 242
vehicles that are listed as debut, reengineered,
or redesigned,” he said.
“When you combine that with new CAFE
technology standards and various vehicle
Study shows training results in revenue increases, other KPI improvements
by Jay Sicht
New Orleans—Teaching complete and
safe repairs has been the goal of I-CAR
training since the organization’s inception in
1979. But, rather than seeing it as a modest
investment that can aid in productivity and
profitability, many collision-repair shop
owners and managers have viewed it simply
as fulfilling points requirements for
agreements with a DRP or an OEMcollision-repair
network, said Jeff Peevy,
I-CAR senior director of field operations
and segment development.
“We as an industry have often seen
training only as a requirement and not a
business solution,” Peevy said.
Peevy noted that I-CAR’s 2011 study
showed that 69 percent of the country’s
collision-repair shops failed to have
consistent training, and out of that number, 7
percent of them went out of business within
a two-year span.
Parts & People sat down with Peevy at
NACE to discuss some of I-CAR’s new
initiatives, including a recent study it
conducted showing some significant
improvements suggesting that consistent,
planned-out training can be an investment in
a collision-repair shop’s future.
A six-month study of eight participating
single-location collision-repair shops
wrapped up in March, Peevy said. That
study showed marked improvements in
several key performance indicator (KPI)
areas, he said.
enhancements, it’s
an awful lot for the
industry to keep
abreast of.”
To keep track of
the return
investment on
training, Van
Alstyne said that I-
CAR examined the
direct impact of
their training
program on shop
performance by
way of reported
KPI measurements.
Over the course
of their study,
measurable
improvements in
I-CAR CEO and
President John Van
Alstyne says that
over the past year,
OEMs such as
Nissan/Infiniti,
Chrysler, and Honda
have integrated the
organization’s Gold
Class training
program within their
own manufacturercertified
collision
repair courses.
KPIs were found in touch time (up 45
percent), CSI scores (up 5 percent), cycle
time (up 14 percent), and revenue (5-10
percent), he said. “For all of these reasons,
the industry now looks at I-CAR’s PDP
and Gold Class certification programs as
the standard for knowledge.”
I-CAR held a welding seminar at NACE for
managers of DRPs and OEM networks. At the
seminar, I-CAR managers — including
Performance Training Coordinator Johnny
Dickerson (l.) and Senior Director of Field
Operations and Segment Development Jeff
Peevy — stressed the importance of welding
qualification tests by showing attendees welds
that are obviously deficient and others that
appeared to have good penetration but easily
failed a destructive test.
“Half of them saw a 5-percent increase in
revenue over the same period from previous
years,” Peevy said. “The other half saw a
10-percent increase.”
Although Peevy cautioned that it is nearly
impossible to get a “laboratory-perfect”
controlled environment to eliminate all
variables in the study, Peevy pointed out that
during the study, each shop was asked to
make no drastic changes such as changing
management systems, paint booths, or paint
systems, and the revenue increases were
achieved not through square-footageexpansions
or large capital-equipment
additions.
James Roach,
Honda’s senior vice
president of its
parts and service
division, says that
more than 456
eligible body shops
have signed up for
the OEM’s ProFirst
certification
program since its
launch in mid-
October.
Van Alstyne said
that over the past
year, several OEMs
have recognized I-
CAR’s Gold Class
certification
program as a part of
their manufacturercertified
collision
repair programs.
These OEMs, he
said, include
Nissan/Infiniti,
Chrysler and
Honda.
Honda launches
ProFirst
“Those shops were able to turn that
into revenue,” Peevy said. “And they
were able to market the CSI
improvements to insurance companies.”
On average, CSI scores improved a
little more than 5 percent, he said, while
cycle time decreased by a day, a 14-
percent improvement.
“But the one I was most interested in
was “touch time” in which we saw a 45-
percent improvement, which is about an
hour,” Peevy said. “Could other things
have influenced that? Absolutely. But
did training influence that? Absolutely.
We saw an overall appreciation for
training. The transformation happened
so gradually, but in the end, when you
look back, they’re in a different place.”
Multi-shop organizations (MSOs)
have historically embraced the value of
training and have used it to their advantage,
Peevy said, while single-location shops have
not.
Peevy said the organization has moved
away from the previous Training Path,
which outlined courses suggested for each
role in the shop, in favor of its new
Professional Development Program (PDP.)
“The Training Path wasn’t really enforced
and was little more than a suggestion,”
Peevy said. “We would say a refinish
technician needed a certain series of classes,
but if he took ‘Steering & Suspension,’ we’d
give him a point.”
In talking with professionals from several
James Roach,
Honda’s senior vice
president of its parts and service division,
joined Van Alstyne in discussing the
recently launched Honda ProFirst
program’s correlation with I-CAR’s Gold
Class certification.
The program, launched in October, seeks
to recognize and certify eligible Hondacertified
body shops, Roach said. It was
enacted largely in collaboration with I-
CAR and the CollisionLink network.
“ProFirst seeks to give every customer
the chance to have the same replacement
OE sheet metal and components that came
with their car,” he said. “We also want to
make sure that the technician repairing
these cars has been trained properly.”
“In evaluating our collision repair
process, we found that we needed to
provide some high-quality body shop
technician training,” Roach said. “With
recent changes in vehicle technology, it’s
very important that changes in factory
manuals are converted in some way to
hands-on or visual training. This is the
kind of training that I-CAR conducts
regularly, and does a very good job with.”
Roach said that more than 456 eligible
body shops have signed up for the ProFirst
program. Already, he said, 50 of those
shops have been recognized as being fully
ProFirst certified, which requires a shop
maintaining an up-to-date I-CAR Gold
Class certification, as well as employing a
Honda-certified body technician. n
segments of the industry, namely trainers,
coaches, and other consultants, Peevy said
I-CAR identified knowledge areas and
competencies needed in each role. A
structural-repair technician, for example, is
now required to pass the “Threedimensional
Measuring” class, he said.
“There are multiple ways we will
recognize that a technician can achieve the
formal training in that knowledge area,”
Peevy said, including training from an I-
CAR Alliance member (such as a
frame-machine manufacturer.)
In the study with the eight shops, Peevy
said I-CAR identified “training gaps” in
each role performed in the shop and got
each employee up to speed using the new
PDP on what had been lacking, although
equivalency testing allowed proficient
technicians lacking formal training to pass
the tests.
I-CAR will do more studies to enable the
industry to gain proficiency and efficiency,
Peevy said.
“We are open to all coaching, suggestions,
and feedback about how we can improve
our methodology and approach,” he said.
“But here’s the big takeaway. We need to
assist the industry and change its perspective
of what training is. We need to see it as a
way to improve consistency and overall
performance. Repairing mistakes and
comebacks is not just a part of doing
business, but we tend to think of it that
way.” n
Page C-6 December 2012 Parts & People www.partsandpeople.com

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Parts & People December 2012 Page C-7

Evernham unveils custom muscle car featuring Sherwin-Williams finishes
Las Vegas—NASCAR legend and
ESPN racing analyst Ray Evernham
wears many hats today in the automotive
and racing industries. The three-time
NASCAR championship-winning crew
chief is known as an avid classic and race
car collector, but Evernham has yet to put
his collecting passion, racing expertise,
and eye for innovation to use as a car
designer, until now.
Evernham unveiled a street-legal 1964
Plymouth Belvedere that combines oldschool
American style with modern
NASCAR racing technology at the
Sherwin-Williams Automotive Finishes
booth at SEMA. Aptly named ‘ForPly,’
the custom car marks Ray Evernham’s
debut as a car designer and builder.
“We set out to design the ultimate street
machine that takes a vintage American
muscle car with great motorsports heritage
and brings it into the modern age,”
Evernham said. “There is not another one
like it in the world. We hope it draws the
attention of racing and non-racing
enthusiasts, as well as the collector who is
looking for that one-of-akind
vehicle.”
“Enthusiasts are really
going to enjoy
Evernham’s entry into
this side of the
automotive business,”
said Gary Bennett, vice
president of Consignment
at Barrett-Jackson. “The
ForPly is an innovative
and beautiful-looking
street racer built with
NASCAR Championship-winning Crew
Chief Ray Evernham unveils the “ForPly,” a
one-of-a-kind 1964 Plymouth Belvedere
featuring modern NASCAR race engine,
components, and Sherwin-Williams
Automotive Finishes.
great craftsmanship by the very man who
revolutionized the crew chief role by
leading it – and now also the Plymouth
Belvedere – into the modern age of
racing. It should attract lots of interested
buyers at Scottsdale.”
Housed in the restored body of a nearhalf-century-old
1964 Plymouth
Belvedere – the year, make, and model
that won the 1964 Daytona 500 and
NASCAR Grand National Championship
– the ForPly features a Dodge racing
powertrain, plus the driveline of a
modern-day race car that Evernham’s
former team, Evernham Motorsports, built
and raced in the NASCAR Sprint Cup
Series.
The two-door hardtop coupe, blazoned
with a distinctive Radiant Red automotive
matte finish with Graphite racing stripes,
features the popular, slant-back roofline
and a Graphite Grey-colored custom
interior with carbon fiber inlay and bucket
race seats. The same technology used on
the ForPly is also now available from
Sherwin-Williams in kit format. Planet
Color Barrett-Jackson Restoration System
Kits contain all of the tools required to
mix and prepare primer, color, or clear
coat, simplifying the entire paint
purchasing process.
“Sherwin-Williams is proud to partner
with Ray Evernham on his first design
venture, and we’re also excited Ray
specified the car’s color scheme using
Sherwin-Williams Automotive Finishes,”
said Bobby Moody, director of
Motorsports for Sherwin-Williams
Automotive Finishes. “Our new
Restoration System inspired by the
Barrett-Jackson Auto Auction includes
primer, color, and optional clear coat kits.
These kits provide the tools and products
to make each step in the restoration
process easy to follow.” n
Page C-8 December 2012 Parts & People www.partsandpeople.com

Miramar collision center uses customer education to improve KPIs, stay DRP-free
From l., United Auto Body Employees
Ryan, Jason, and Christian, and Owner
Mark Jannesari. The company celebrated
its 20th year in business in October.
“There’s no right way to do the wrong
thing. I live by those words, no matter
what the cost is,” Jannesari says.
established up
front.
He said the
shop’s employees
have learned to
pick and choose
how often to
contact a customer
and by what means
based solely upon
clients’ individual
needs. Texting, he
said, has become
increasingly popular, as younger
generations have shied away from
checking voice mail and regularly
answering phone calls.
Jannesari said that with his shop’s 25
average daily WIPs maintaining a cycle
time of four days, taking the time to
manage the production cycle firsthand has
been essential.
With no space for a dedicated teardown
technician, Janessari’s hands-on approach
has also ensured that his facility’s limited
space is maximized.
“We tear down anywhere that space is
available,” he said. “Technicians have
wheeled carts and moved their tools to
where the car is. I also come in early
every day to make sure that every car is
positioned properly within the shop.”
Because the shop does not have a linear
assembly line, there is production time
lost each time a car has to be moved,
Jannesari said. “In addition, the lack of
pressure from DRPs has allowed for a
slower, more deliberate teardown, which
Continued on page 18
by Daniel Buxbaum
San Diego—United Auto Body Owner
Mark Jannesari glances over and smiles
while breezing through his parking lot on
a bicycle. Having the bike is an
unorthodox methodology, he said, but
with his paint and body areas separated by
a few hundred feet, every second gained
pays off in improved cycle times.
“With our space being limited, we need
to bring the car in, fix it, and get it out the
door — every second counts,” he said.
In keeping his production cycle moving
and reputation for quality intact, Jannesari
said he almost always uses OE parts, and
has stayed DRP-free for the last three
years.
“With DRPs, the contract is a one-way
deal — they provide you with the terms,
and you either take it or leave it,” he said.
Operating without DRPs presented a
challenge, Jannesari said, which was
overcome by accepting that a high level of
patience was necessary.
“Rome wasn’t built in one day, so we’d
rather focus on quality than quantity,” he
said. “I can only have one master and
that’s the vehicle owner, not the insurance
company. My customers deserve as much
of my time as they can get.”
Jannesari says his customer-focused
attitude has been paramount in
maintaining the shop’s profitability.
Accepting responsibility as the customer’s
primary contact, he said, has paid
dividends in building trust.
“I try as hard as I can to be present
when the vehicle is dropped off and when
the vehicle is delivered,” he said. “The
repair process always starts and ends with
me.”
United Auto Body is heavily detailoriented
with regard to customer
communication, Jannesari said, noting
that a customer’s preferences are
Parts & People December 2012 Page 17

Miramar collision center uses customer education to improve KPIs, stay DRP-free
Continued from page 17
has resulted in more accurate initial parts
orders.”
To source OE parts, Jannessari said he
relies on his longstanding relationships
with local dealerships.
“I buy from my suppliers based on their
ability to provide service,” he said. “Once
I go with a supplier, I build relationships,
and I don’t leave them easily.”
Jannesari credits Mike, Lou and Oscar
at the Frank Automotive Group and Dan,
Ted and Jim at City Chevrolet/
Volkswagen with providing a reliable
Owner Mark Jannesari (r.) discusses repairs on an
Acura TSX with Body Technician Adolfo during one of
his regular shop walks. A hands-on mentality, he says,
has contributed to improving multiple KPIs.
source of OE parts.
The shop recently took on spraying
Sikkens’ waterborne line of paints due to
their commitment to training and product
excellence, Jannesari said. “When we
converted, our local Representative Steve
Baran brought Sikkens’ entire system in
for us to demo and provided materials,
training, and some labor. We knew right
away that this was the way to go.”
His supplier for Sikkens paint is Tony
Guardado at LKQ, who operates out of
Chula Vista, he added.
“Between Tony and Steve, we’ve
always been provided with a consistent
‘can-do’ attitude,” he said.
“No matter what and when, if
I call on them, they will make
themselves available and will
come up with answers, not
excuses.”
Keeping the shop’s
technicians focused on
quality is important, he said,
which is accomplished partly
by way of a unique pay plan.
The technicians are paid
based upon their ability to
produce and perform, he said.
“Our work orders don’t have
a time stamp on them — we
There is nothing like Original BMW
Collision Parts from Bob Smith BMW
don’t worry about beating a clock here.”
Jannesari’s bottom line, he says, is that
profit has never been a No. 1 priority.
Rather, he focuses on providing the
highest degree of customer care by way of
the best repair available.
New Collision Product Notes
Lincoln Electric introduces line
of women’s welding apparel
Cleveland—The Jessi Combs line of
welding gear is Lincoln Electric’s latest
fusion of style and safety, offering welding
apparel tailored – and sized – specifically
for women. The first product in the new
female line is the Jessi Combs Viking 1840
Series Amp Angel Auto-Darkening
Welding Helmet. The helmet has subtle
graphics and features a 90 x 110 mm
cartridge to keep the weight to a minimum.
Jessi Combs wearing gear from the new
Lincoln Electric women's welding gear line.
The Jessi Combs Women’s Shadow
Welding Jacket, features a cooling front
and back flame-retardant panels. A flip up
collar, adjustable snap sleeves and a snap
cinch waist keep spatter out, while two
horizontal flap pockets secure personal
items. Traditional MIG/STICK welding
gloves’ interior features a sweat-absorbent
cotton lining for added comfort and heat
resistance. Kevlar stitching and welded
seams offer added durability. The Jessi
Combs Women’s Steelworker Gloves are
intended for fabrication work or light
welding.
“Once you set those priorities and start
taking care of your customers and
employees, the bottom-line dollar will fall
into place,” he said. “There’s no right
way to do the wrong thing. I live by those
words, no matter what the cost is.” n
The new 3M Precision Masking Tape
lines with both solvent and waterborne
paint systems while being strong enough to
cut through layers of color and clear coat.
The combination of the smooth backing
and even adhesion allows painters to tape
over freshly painted surfaces sooner with
less chance of imprint damage, resulting in
improved productivity and superior paint
results. Painters find the semi-transparent
backing provides better visibility for
nameplate or door handle masking
applications as well as precise color
separation on molded bumper blackout
applications.
AkzoNobel’s stickerfix DIY paint
solution debuts at SEMA
Norcross, Ga.—AkzoNobel unveiled the
industry’s first-ever pre-coated, adhesive
film DIY paint solution for jobbers’
shelves — stickerfix. Scheduled for
immediate distribution to U.S. and
Canadian automotive retail outlets in early
2013, stickerfix harnesses advanced ultrathin
adhesive film technology together
with the color match capabilities of
AkzoNobel’s premium Sikkens waterborne
coatings, to create a method for helping car
owners conceal paint scratches and chips
any time they need it. Stickerfix is
available in 79 premium refinish colors,
including select pearls and metallics. Each
stickerfix package contains one sheet with
22 pre-selected decals of various shapes
and sizes. n
Bob Smith BMW
Calabasas, CA
Wholesale Hotline
818-340-9640
Fax: 818-340-9455
www.bobsmithbmw.com
Original BMW Parts are the ultimate in safety, quality
and reliability and Bob Smith BMW has the inventory
to get you the parts you need fast. Choose with
confidence. Choose Original BMW Parts.
3M Automotive Aftermarket brings
new fine-edge tape to US market
St. Paul, Minn.—Every painter needs a
tape that delivers excellent performance
and clean paint lines. The new 3M
Precision Masking Tape is engineered to
deliver the highest quality critical edge
paint performance. It is constructed with
an ultra-thin smooth paper backing that
makes it ideal for producing sharp paint
AkzoNobel unveils the industry’s first-ever
pre-coated, adhesive film DIY paint
solution —stickerfix.
Page 18 December 2012 Parts & People www.partsandpeople.com

Record-breaking vehicle sales in 2011 made Kia one of the fastest growing car
companies in the United States. Satisfying the collision repair needs of the increasing
number of Kia owners means repeat business for you. Specifying Kia Genuine collision
replacement parts assures you of the original fit, finish, and quality it takes to do the
repairs right the first time, every time. Keep your Kia customers satisfied by maintaining
original Kia standards with Kia Genuine collision parts: The only parts with the Kia
name and the Kia warranty.
©2012 KIA Motors America Inc.
Contact your local Kia dealer for assistance and delivery of your parts.
Simi Valley, CA
First Kia
805-306-1077 • 888-531-4785
Fax: 805-306-1085
Ontario, CA
Citrus Kia
909-390-0948 • 800-583-6975
Fax: 909-390-0982
Pomona, CA
Allstar Kia
909-664-2200 • 888-801-0768
Fax: 909-455-9016
Carson, CA
Car Pros Kia
310-221-9101 • Fax: 310-816-9811
Van Nuys, CA
Kia Sherman Oaks
818-670-7442 • Fax: 818-670-7484
Escondido, CA
North County Kia
760-432-4054 • 800-494-5337
Fax: 760-432-4081
Santa Ana, CA
The Kia Depot
714-835-8350 • 888-317-3875
Cerritos, CA
Kia of Cerritos
562-860-2424 • 800-300-8998
Fax: 562-860-1784
Ventura, CA
Kia of Ventura
805-644-2241• Fax 805-644-0517
Fontana, CA
Valley Kia of Fontana
909-350-2700 • 888-606-5743
Fax: 909-350-2741
Valencia, CA
California Superstores – Valencia Kia
661-219-0515 • Fax: 661-254-4482
Victorville, CA
Valley Hi Kia
760-955-0046 • Fax: 760-780-4337
Temecula, CA
DCH Kia of Temecula
951-491-2538 • 888-481-5450
Fax: 951-491-2589
San Diego, CA
Kearny Pearson Kia
858-560-5033 • 800-635-6669
Fax: 858-560-9648
Irvine, CA
Kia of Irvine
949-777-2300 • Fax: 949-777-2342
Parts & People December 2012 Page 19

North Hollywood Auto Repair benefits from location and selling maintenance
Continued from page 1
“We’ve been AAA members for 37 years;
it is a strong marketing force and has a
reputation of trust among consumers,” he
said. “We are also one of a handful of AAR
shops in our area, and one of the few shops
in Southern California that offers AAA
battery warranty service, which continually
brings new prospects into our facility.”
Scrafield said working hard on
exceptional service and standing behind the
shop’s warranty brings in greater “word of
mouth” referrals than any of the promotions
he has tried.
“We measure our success by the amount
of repeat business we receive,” he said. “We
have a system in place that ensures every
member of the staff knows when they are
working on a first-time customer.”
Technician training is also vital to
remaining successful, Scrafield said. “We
enroll our technicians in seminars offered
through ASCCA Chapter 5, and we take
advantage of seminars offered by ACDelco,
Delphi, and Bendix. Our service writer,
Saeed Sorour, has attended the ATI training
program and ASCCA evening seminars,
and we use the Pace Software System for
our service writing and business
management.
North Hollywood Auto Repair Technician Sam
Garabedian performs a charging system check with an
Interstate Battery ED-18 battery analyzer.
The bulk of his parts are purchased from
North Hollywood Auto Parts and
WORLDPAC, Scrafield said. “When we
need to buy equipment, we do our research
and then go shopping,” he said. “We do not
have a regular equipment supplier.”
The shop is a smog check station, and
uses an Allen Bear five-gas emissions
analyzer. “We also provide a 10-ton press, a
flywheel resurface machine, JB Products
flush machines for transmission, power
steering, coolant, and brake fluids, A/C
recovery/recharge systems, and a sandblast
cabinet.”
Scrafield said the shop provides some of
technicians’ electronic scan
tools and TPMS tools.
“However, most of them have
their own scan tools, and we
provide the updates.”
The history of
an institution
Not many automotive
repair shops can say they’ve
been open for 75 years,
Scrafield said.
“The shop opened in 1937
across the street on
Lankershim Boulevard as an
automotive parts and service
business by Vern Adams, who later passed
it on to his son, Merlin,” Scrafield said.
The parts business grew to the point
where Adams needed to use the service area
for auto parts, Scrafield said. “So he built
this building as an automotive repair facility
and in 1978 opened North Hollywood Auto
Repair on Tujunga Avenue.”
Merlin Adams ran the shop until the early
1990s when his son-in-law, Bob Miller,
purchased both North Hollywood Auto
Parts and North Hollywood Auto Repair
from him, Scrafield said.
Scrafield said he and Miller have been
friends for decades and in 1998 Miller
started talking to him about buying the
repair business. “He knew I wasn’t happy
with the business I owned at the time
because of all the traveling.”
Miller offered Scrafield the business with
no down payment and in 2002 he took
Miller up on his offer and purchased the
shop, he said.
The business has grown every year since
and Scrafield said 2012 revenue will easily
exceed 2008 sales. n
AAPEX announces 2012 Product and
New Packaging Showcase winners
Las Vegas—AAPEX announced winners
of its 2012 Product Showcase and New
Packaging Showcase, Oct. 29, at the Sands
Expo Center, in Las Vegas. Product
Showcase award winners were selected by
pre-registered AAPEX buyers. Entries were
displayed in 13 categories in the online
2012 AAPEX Product Extra and more than
4,600 votes were cast for products in this
year’s showcase, an increase of
approximately 28 percent over 2011.
Product Showcase winners are:
• Accessories: Gold Eagle, 303 instant
windshield washer tablets
• Automotive Lighting: Cequent Consumer
Products, highland black tailgate lighted
logos – Stealth
• Business Tools: Alldata, Alldata training
garage
• Chemical, Lube & Filter: Armoured
Automotive Group, Armor All mini
wipes
• Electrical: Standard Motor Products,
Standard & Intermotor clone-able TPMS
sensors
• General Merchandise: Permatex, fast
orange pumice lotion
• Hard Parts: Heat n Clean Products,
automatic heated wiper blades
• Innovation (two winners): Goodyear,
gatorback timing belt replacement kit
display, and Swiss+Tech Products, microlight
touch screen cleaner
• Mobile Electronics: Striker Hand Tools,
simple sucker smartphone mount
• Paint, Body & Equipment: Workshop
Hero, metal rescue rust remover bath
• Safety: Atlantic Safety Products, orange
lightning gloves
PHOTO BY MICHAEL ANDERSON
Universal Lubricants, a Wichita, Kan.-
based supplier of automotive oil, won a
packaging award from the Automotive
Aftermarket Industry Association (AAIA)
during AAPEX. Universal reps Mike
Melaragno of Fenton, Mo., and Cathy
Smith of Aurora, Colo., proudly display
their pouch quart oil package.
• Tires & Wheels: Fix-A-Flat, Fix-A-Flat
advanced
• Tools & Equipment (two winners): Autel,
MaxiDAS DS708, and Lemur Vehicle
Monitors, bluedrive.
The 2012 New Packaging Showcase
award winners reflect the highest standards
in packaging design set by the Institute of
Packaging Professionals. Ben Miyares,
president of the Packaging Management
Institute, judged this year’s entries.
The 2012 New Packaging
winners are:
• Economics (tie): UView Ultraviolet
Systems, Universal A/C Dye Cartridge
Packaging and Grote Industries, LED
Work Lamp Industrial Pack & Retail
Pack
• Environmental Impact: Valeo Service,
Ultimate Master Connect Wiper
Blades n
Page 20 December 2012 Parts & People www.partsandpeople.com

APRA/ATRA joint show offers business opportunities and education for all
by Dick DeLoach
Las Vegas—Bally’s
Hotel and Casino set the
stage for the 2012
International Big R
Show and the ATRA
Powertrain Expo, again
co-hosted by the
Aftermarket Parts
Rebuilders Association
(APRA) and the
Automatic Transmission
Rebuilders Association
(ATRA), Oct. 26-30.
“The APRA
International BIG R
Show combined with
the ATRA Powertrain
Expo makes this event
the largest automotive and truck parts
remanufacturing show in the world,” Bill
Gager, APRA president, said.
This is the second year in a row that the
two organizations have held a joint show
in Las Vegas, and event organizers said
attendance and industry participation was
strong, with thousands of attendees and
more than 130 companies exhibiting.
“The event also had companies from a
variety of product lines from around the
Dennis Madden, ATRA executive director and CEO,
explains how to implement what was learned at this
year’s event in his seminar, “Ready, Set, Action.”
world, including more rebuilders and
remanufacturers from the diesel engine
and transmission market,” Gager said.
“We are pleased that we were once
again able to co-locate our event at the
same time as the APRA International Big
R Show. It was very successful,” he said.
Dennis Madden, ATRA executive
director and CEO, said the joint
APRA/ATRA show in Las Vegas last year
was beneficial to members of both
Outgoing APRA Chairman Dennis Jacinto (l.)
presents Peter Bain, of Rand Premium Electronics,
with an APRA Honorary Member Award for his
service to the automotive parts remanufacturing
industry.
associations.
“We believe very strongly that this joint
show helped each other’s suppliers and
attendees reach more potential customers
and provided them with some new
business opportunities,” he said.
New this year was an opening reception
on the exhibit floor at the end of the first
day, the only official evening event. “It
was a fun event that provided more time
for socializing with friends and trading
partners,” Dennis Jacinto, APRA outgoing
president, said.
In addition to an extensive list of
technical seminars and workshops every
day, both associations also had separate
expanded supplier/vendor expositions,
instead of one combined.
The “What’s Working” kick-off seminar,
by Rodger Bland, covering ATRA’s fiveyear
study of successful shops, was well
attended. “It was very popular, and it
Continued on page 22
During his talk, “The Miracle on The
Hudson,” Jeff Skiles, co-pilot of US
Airways flight 1549, shares his
experiences of the fateful day when a flock
of geese caused his crew to make an
emergency landing.
REST EASY. EVERYTHING’S RIGHT ON TRACS.
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helps you run every aspect of your business more easily and effectively: from estimating, billing, and invoicing, to employee time
management, customer service history, electronic parts cataloging and ordering. You can even run multiple part matrixes on
every single item you sell, resulting in the profi t your business needs to stay healthy. All from a single source, proven supplier with
a long history of success, a dedicated support team after the sale, and the uncompromising quality for which NAPA is known. You owe it to yourself and
your business — for a free demonstration to see how TRACS can help your bottom line, call 800.659.3710 or go to NAPATRACS.com.
Parts & People December 2012 Page 21

More than 130 exhibitors showcase wares
Photos by Dick DeLoach
APRA/ATRA joint show offers business
opportunities and education for all
The Recycler Core Company in Riverside, Calif., has been involved in the purchase,
sales, and trading of rebuildable automotive cores for more than 30 years.
Jasper factory Representatives David Williams (l.) of Northern California and Mark Zingo
of Las Vegas display the Jasper 4R 100 transmission with its three-year/100,000-mile
nationwide warranty.
For more than 37 years, Wagner Alternators & Supplies in Chino Hills, Calif., has offered
a complete line of electrical components from every major manufacturer. From l., Erik,
Kim, and Patty Wagner.
Continued from page 21
applied to more than just transmission
shops,” Madden said.
Other well-attended sessions included
the ATRA keynote address, “The Truth Be
Told,” by New York Times bestselling
author Larry Winget during the Saturday
luncheon; “Miracle on The Hudson” by
APRA keynote speaker Jeff Skiles, copilot
of US Airways flight 1549; and
“Powertrain Trends and the Reman
Opportunities” by Derek Kaufman, CEO
of Mission Motors.
Madden said Las Vegas is always its
best-attended show. “We found that three
years in a row was too much, however, and
people were complaining of lack of
variety; hence the two-one schedule.”
For details on the 2013 ATRA
Powertrain Expo at the Washington
Marriott in Washington, D.C., Sept. 19-22,
contact Diane Bland of ATRA, at 805-389-
0353, dbland@atra.com.
For information on the 2013
International Big R Show in Las Vegas,
Nov. 2-4, contact Jeanie Magathan, senior
vice president of APRA at
magathan@buyreman.com, 703-968-2772,
ext. 104. n
Transtar Industries in Van Nuys, Calif., a
major sponsor of the ATRA Powertrain Expo,
had a large, well-staffed exhibition on the
show floor. From l., Silvia Navarro, Dave
Hritsko, and Stephanie Cargill.
Robert Greene, of Kuhle in South El
Monte, Calif., manufacturers of
automotive powertrain and industrial
parts, specializes in BMW, Mercedes-
Benz, Toyota, and Lexus components.
Exedy Friction Materials in Belleville, Mich., suppliers of transmission parts, clutches,
and flywheels, shows its support of breast cancer awareness with pink shirts and pens.
Page 22 December 2012 Parts & People www.partsandpeople.com

Former Carstar CEO reveals common leadership traits at ASRW keynote
you can’t make it happen, it’s not worth a
darn,” he said. “Nothing happens if it
can’t be executed.”
A company’s vision should consist of
its core values and purpose, or reason for
existence, he said. “The strongest
business is about doing something to
help people.”
Cross said that “if a strategy is clear,
execution becomes clear,” emphasizing
that strategy must be adapted to market
conditions.
When planning, instead of looking at a
“You can think all you
want to, but if you can’t
make it happen, it’s not
worth a darn. Nothing
happens if it can’t be
executed.”
12-month strategy, he urged the audience
to look at 12-week business plans — and
to devote 20 minutes a day, three days a
week, to focusing on the business plan.
CEOs must possess patience and “go
slow to go fast,” he said, adding that
kindness extended will multiply in its
return.
“Expect people to be good,” he said.
“What you expect is what you’ll get.”
Patience and kindness are two of the
nine key traits great leaders possess, he
said; the others are generosity, courtesy,
humility, unselfishness, good humor,
guilelessness, and sincerity. n
Dick Cross opens ASRW 2012 with his
keynote address on traits of great leaders.
by Michael Anderson
New Orleans—Leadership is what
differentiates good companies from the
great ones. Those who run great
companies possess two key traits:
thinking ability and character, said Dick
Cross, during the keynote address at
Automotive Service Repair Week
(ASRW), Oct. 11, at the New Orleans
Convention Center.
ASRW, hosted annually by the
Automotive Service Association (ASA),
includes the International Autobody
Conference & Exposition (NACE) and
the Congress of Auto Repair & Service
(CARS).
Cross, who began his career as a
technician, shared his experiences as
CEO of several organizations, including
Carstar, and in his current role as
consultant with The Cross Partnership
Ltd., applying them to the question: How
do you run a business?
The job for the individual at the top of
a company is to think, Cross said. “For
most of us, thinking is the hardest thing
we have to do,” he said.
For all the thinking that’s done,
however, there have to be people to carry
out the plan, he said. “Character is what
gets people to help you.” Two things that
help foster employee loyalty, he said, are
helping someone overcome a fear and
helping them feel better about
themselves.
In order to think as a CEO, Cross said,
a basic framework needs to be followed,
likening it to a trifocal lens: vision,
strategy, and execution. There is a
distinction between the steps, he said,
stressing that leadership occurs between
vision and strategy, and management
between strategy and execution.
“You can think all you want to, but if
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800-244-1599
Counties: LA, SBD, VEN, SB, SLO,
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To learn more, contact these authorized dealers:
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Counties: FRE, KER, KIN, MAD, MER, TUL
Parts & People December 2012 Page 23

Cooper’s Keys to Auto Repair Profits
Ethical sales and full disclosure — What every service advisor needs to know
I am sure you agree that in our industry
there are a number of unwritten rules that
shop owners have followed for decades.
They know that they have to hire gifted
technicians, stay at the forefront of
vehicle technology, and can never
jeopardize their relationships with their
customers, just to name a few.
Unfortunately, there is another
rule that far too many shop
owners (and service advisors)
have believed in for decades. It’s
a rule that’s been passed down
from one generation to the next
— the one that says that
whenever you have first-time
customers in your shop, and you
discover that their vehicles need a lot of
work, you are better off holding back on
some of the recommendations.
The basis for this belief is that with
first-time customers, too many
recommendations will scare them off.
These owners and advisors typically feel
that they are better off just recommending
the repairs or services that the customer
brought the vehicle in for, building a
relationship with the customer, and then
discussing the other required services
during the next visit. There is no question
Bob Cooper
that these owners and advisors typically
have good intentions. They believe in
their hearts that since they are not trying
to sell their customers something they
don’t need, they’re not crossing any
ethical lines. Unfortunately, that’s the
furthest from the truth.
When customers entrust you with their
automobiles, they have a
presumption of full disclosure
and honesty. Rightfully or
wrongfully, I am sure you will
agree that your customers also
have an expectation that every
time their vehicles enter one of
your service bays, your
technicians will immediately
pick up on everything that needs to be
done. So do this:
Have a shop meeting and pull up an
extra chair. Tell your entire staff that the
empty chair represents the spirit of your
customer, and that everything that is
discussed during the meeting should be
able to be said in front of the customer
without hesitation. Start the meeting by
reinforcing your commitment to both
ethics and customer service. You should
then review your vehicle inspection
process.
I strongly recommend using wellconstructed
vehicle inspection forms, and
taking advantage of a variety of those
forms: A form for complete vehicle
inspections, a safety inspection form,
forms for the inspection of specific
systems, etc.
You should then let all of your
employees know that every vehicle will
be inspected in a manner that complies
with your company policies, that all
discoveries are to be documented, and
that the inspecting technician is to sign
the completed inspection form.
Once the completed form is turned over
to the advisor, all of the recommended
repairs and services are to be estimated,
and everything is to be fully disclosed to
your customers.
Not only is this the professional thing
to do, but equally important, it’s the
ethical thing to do. Your customers have
the right to know about everything that
you have discovered, and they have the
right to know how much the repairs and
services will cost if authorized.
I am sure you will agree that when it
comes to ethics, there are no exceptions.
Yet many shop owners and advisors argue
that if they have a vehicle that is worth
$1,000, and they discover that it needs
$5,000 worth of work, there is no sense in
putting together an estimate. At Elite, we
adamantly disagree. The vehicles belong
to your customers, it’s their money, and
it’s their choice. And just because an
advisor feels that a vehicle is not worth
fixing, it doesn’t mean that the customer
will feel the same way, as the vehicle may
hold a special place in the customer’s
heart.
So mandate complete and professional
vehicle inspections, and insist on full
disclosure to all of your customers. They
may not buy everything that your advisor
has recommended, but a few things are
for certain: Your customers will know
about everything that needs to be done,
you’ll have detailed records, your sales
and profits will go up, and you will be
doing the right things for the right
reasons.
If you follow this advice, and if you
never put money ahead of people, you
can’t lose.
. . . . . . . . . . .
Since 1990, Bob Cooper has been the
president of Elite Worldwide Inc., an
ethics-based company that helps both
struggling and successful shop owners
take their businesses to new levels
through one-on-one coaching from the
industry’s top experts. The company also
offers shop owners sales, marketing, and
management solutions in the form of
downloadable audio training courses,
seminars, and service advisor training.
You can contact Cooper at
contact@eliteworldwidestore.com, or at
800-204-3548. n
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Independent
dealer
888-730-3330
info@syntheticlubeplus.com
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• Turbo Diesel Pickups
• Heavy Off-Road Diesels
• Service writer training
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It’s Coming – Don’t Miss Out!!
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THE WEST COAST S LARGEST AUTOMOTIVE TRAINING & EXPO EVENT
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Silla Automotive announces new
packaging design and box material
Compton, Calif.—Silla
Automotive announced a new
packaging design for its
radiators at the AAPEX Show.
This design will further protect
and support the radiator
against damage during
shipping and handling and
reduce the chance of bending
or warping while in transit.
The company plans to also
begin using a similar
packaging design for its
condenser products by adding
a handle on the cardboard
insert. “Developing a package
that protects radiators and
condensers during shipping
has been a long-standing
challenge in our industry, but
with these designs, we believe
that Silla has accomplished this objective
without adding significant cost to the
PHOTO BY MICHAEL ANDERSON
Silla Automotive, a Compton, Calif.-based supplier of
quality aftermarket parts, feature their new aftermarket
parts at AAPEX. Pictured from l., are Henry Suh, Ryan
Harlan, Miguel Quezada.
product,” said Mark Hallsman, president
and CEO of Silla. n
Page 24 December 2012 Parts & People www.partsandpeople.com

Kia and DC Comics unveil five superhero-themed cars at SEMA
by well-known aftermarket
institutions including West
Coast Customs, Rides magazine
and Super Street magazine,
with custom artwork by Comic
Book Artist and DC
Entertainment Co-Publisher Jim
Lee.
In addition to the cars
unveiled both at SEMA and
earlier in the year, Supermanand
Wonder Woman-themed
cars will be introduced in the
coming months. n
The “Cyborg Kia Forte 5-door” was also unveiled at
the SEMA show.
Kia Executive Vice President of Marketing and Communications Michael Sprague says
the “We Can Be Heroes” campaign aligns with Kia’s efforts to become a more
proactive and engaged corporate citizen.
by Daniel Buxbaum
Las Vegas—Michael Sprague, Kia’s
executive vice president of marketing and
communications, unveiled five superherothemed
Kia vehicles, Oct.
30, at the SEMA show.
The vehicles, which
were inspired by the
superhero members of
DC Comics’ Justice
League, will benefit the
“We Can Be Heroes”
campaign, which helps
fight hunger in Africa,
Sprague said. “This
program aligns with
Kia’s efforts to become a
more proactive and
engaged corporate
citizen.”
The cars included the
“Flash Forte Koup,”
“Aquaman Rio 5-door,”
“Green Lantern Soul,”
and “Cyborg Forte 5-
door.” The
Batman-themed Kia Optima, which was
unveiled earlier in the year, was also on
display.
Each vehicle was conceived and built
DC Entertainment Co-Publisher Jim Lee (r.) and West
Coast Customs Chief Executive Ryan Friedlinghaus
discuss the work involved in building the Kia/Justice
League program’s eight highly-customized vehicles.
West Coast Customs Chief Executive Ryan Friedlinghaus unveils the “Flash Kia Forte
Koup” on Oct. 30 at the SEMA show.
The regional
editions serve:
NORTHERN
CALIFORNIA
& NW Nevada
SOUTHERN
CALIFORNIA
NORTHWEST
• Washington
• Oregon
• Idaho
• Montana
• Alaska
MOUNTAIN
• Colorado
• Wyoming
• W. Kansas
• W. Nebraska
• New Mexico
MIDWEST
• W. Missouri
• Kansas
• Nebraska
• Iowa
RIVER VALLEY
• E. Missouri
• W. & S. Cent. IL
• S. Indiana
• W. Kentucky
Also available
online
This edition serves
SOUTHERN
CALIFORNIA
Each of the six regional editions is viewable online
in a turn-page format.
Visit us at www.partsandpeople.com
Parts & People December 2012 Page 25

CAWA banquet kicks off Industry Week, announcing major legislative wins
by Steve Sharp
Las Vegas—The California, Nevada,
Arizona Automotive Wholesalers
Association again kicked off Industry
Week with its annual banquet and auction.
The evening event at the Venetian Hotel
and Casino began with remarks from
President and CEO Rodney Pierini and
event sponsor Selwyn Joffe of Motorcar
Steve Snyder acted as the evening’s
auctioneer, raising more than $14,000 to
support CAWA’s scholarship fund.
Parts of America.
Hailing legislative wins in
both California SB 750
(BMW Key Exemption law)
and Arizona’s battery
recycling proposal, Pierini
underscored the importance
of CAWA membership and
the efforts of association
lobbyist Norm Plotkin.
Prior to being awarded
the customary red vest,
outgoing Chair of Board of
Directors Steve Sharp of
WORLDPAC thanked the group for their
continued participation and support. Sharp
said, “CAWA continues to help us better
understand common issues as well as
specific issues that affect our industry.” He
said the common voice presented to state
legislators by CAWA was key to the
vitality of the industry and the aftermarket
in particular.
CAWA took the opportunity to announce
Ed Jimenez of Riebe’s Auto Parts as the
2013 president. Jimenez vowed to continue
efforts to support jobbers, retailers,
manufacturers, and wholesale distributors
in California, Nevada, and Arizona. He
said the goal remains the same: provide
members a forum to understand and
develop communication amongst the group
CAWA President and CEO Rodney
Pierini hosted the association’s
annual banquet at the Venetian in
Las Vegas. It was announced Pierini
has been retained as association
president and CEO through 2015.
and at the same time represent their
position in the legislative process.
CAWA continued to support students of
the industry through funds generated by the
event and the evening’s live auction. Each
year CAWA provides financial support
through scholarships to deserving students.
This year CAWA awarded 10 scholarships
to students in all three states, CAWA
Director of Operations Julie Snyder said.
“We must support students of our field, as
they will be the leaders of our industry in
years to come,” she said.
Randy Buller of Parts Authority
announced that President and CEO Rodney
Pierini will continue in his position through
2015. Buller also offered CAWA’s thoughts
to past chair of the board, Mary Davis, who
CAWA used the annual banquet to present the 2013 board of
directors, from l., Presenter Charlie Kirkland, Affinia Global
Chassis; 2012 Chair Steve Sharp, WORLDPAC; Secretary Greg
Livingston, All Trade Tools; Vice Chair Ron Aparicio, Walker
Products; Chair Ed Jimenez, Riebe’s Auto Parts; CAWA
President and CEO Rodney Pierini.
is recovering from serious injuries
sustained in a recent racing accident while
competing in her vintage formula car. n
Outgoing Chair of the Board Steve Sharp
of WORLDPAC was awarded the
customary red vest by Past Chair David
Finley of Finley Industries as President and
CEO Pierini looks on.
Mechanical Repair Training Notes
WORLDPAC
Training Institute
To register, call 800-888-9982 x5559 or
visit www.worldpac.com/wti.html.
Toyota USA Automobile Museum-
Torrance, Calif.
• Dec. 8-9-Toyota Prius Hybrid &
Toyota Hybrid Drive Systems
ESI Seminars
Educational Seminars Institute offers
repair shop training targeting
professional sales, service, and
business management. For more
information, call 866-526-3039 or visit
www.esiseminars.com.
La Quinta-La Palma, Calif.
• Dec. 1-Professional Business
Development – Design your future
Automotive Research
and Design
For more information and to register,
e-mail training@go2hev.com or visit
www.go2hev.com. 7-8 p.m. Times are
EDT.
Webinars
• Dec. 3-Part 2 of 3 part Series-
Diagnosing Hybrid Vehicle Electric
Machine (Transmission) failures
• Dec. 19-Part 3 of this Series
ATG Seminars
For more information or to register for
seminars, contact Heather Fitzgerald at
800-233-3182 ext. 325 or e-mail her at
heather@atgtraining.com.
Location TBD-Burbank, Calif.
• Dec. 3-4-Advance Drivability
Diagnostic Strategies
Location TBD-Long Beach, Calif.
• Dec. 5-6-Chrysler Engine Performance
Location TBD-San Luis Obispo, Calif.
• Dec. 17-18-Advance Drivability
Diagnostic Strategies
Location TBD-Santa Barbara, Calif.
• Dec. 17-18-Advance Drivability
Diagnostic Strategies
CARQUEST
Technical Institute
To register, contact your local
CARQUEST store or visit
http://carquest.com/carquest/
proCTIclassSchedule.html
CARQUEST of N. Hollywood-
Hollywood, Calif.
• Dec. 3-4-Body Control System
Diagnosis: Lighting Systems
Location TBD-Santa Barbara, Calif.
• Dec. 12-13-Body Control System
Diagnosis: Lighting Systems
CARQUEST of Ontario-Ontario, Calif.
• Dec. 12-13-Supplemental Restraint
System Diagnosis & Repair
Elks Lodge-Vista, Calif.
• Dec. 17-18-Gasoline Direct Injection
Diagnosis
Location TBD-Bakersfield, Calif.
• Dec. 18-New Vehicle Technologies:
Coolants
Location TBD-La Mesa/San Diego
• Dec. 19-New Vehicle Technologies:
Coolants
Location TBD-Arroyo Grande, Calif.
• Dec. 19-New Vehicle Technologies:
Coolants
Location TBD-Coachella Valley/
Palm Desert, Calif.
• Jan. 23-24-Modern Misfire Diagnosis
Electronic Fuel Injection
(EFI) University
For more information call 909-461-9106
or visit www.efi101.com.
EFI University-Temecula, Calif.
• Dec. 10-14-Accelerated Certification
Program (ACP)
Hunter Engineering
Training
For more information or to register,
call 800-448-6848 ext. 1 or visit
www.hunter.com.
Santa Fe Springs Training Center-
Santa Fe Springs, Calif.
• Dec. 17-19-Alignment Fundamentals
Level I
• Dec. 17-21-Combination Fundamentals
Intermediate Level II
• Dec. 20-21-Intermediate Alignment
Level II n
Page 26 December 2012 Parts & People www.partsandpeople.com

The Mirage, Las Vegas
January 21-24, 2013
Connect face-to-face with the people that are
driving today’s independent heavy duty aftermarket.
Packed with expert presentations, seminars,
pre-scheduled one-on-one meetings, the HDAW
Product Expo and multiple networking opportunities.
Make your reservations now and prepare to build a
foundation for success in your business at
HDAW13.
Formula
for Success
focus on the future
Visit www.hdaw.org
for details and
registration information.
Parts & People December 2012 Page 27

People & Places
compiled by Dick DeLoach and staff
SOUTHERN CALIFORNIA
Fix Auto USA recently added four new
collision repair locations to its franchise
network, bringing the franchise total to 50,
including two in Southern California: Fix
Auto Long Beach, a brand-new location,
co-owned by Richard Fish and Bill
Lawrence, and Fix Auto Moreno Valley,
previously known as Collision Center of
Moreno Valley, co-owned by Selvi Rizk
and Nathan Comstock. “It’s satisfying
to achieve the 50th franchise mark,” Paul
Gange, president and COO of Anaheim
Hills-based Fix Auto, said. “We continue
to be selective with our franchise
expansion, so it’s not really about the
numbers, but we definitely want to
celebrate this
milestone.”
VeriFacts
Automotive in
Newport Beach, a
provider of technical
training, coaching,
and quality
assessment for the
collision repair
industry, appointed
Douglas Irish as
senior vice president
VeriFacts
Automotive
appointed
Douglas Irish as
senior vice
president of
operations.
of operations, responsible for day-to-day
operations, product planning and
development, and expanding the company
into new markets. “I am excited to join
VeriFacts Automotive, a company known
for innovation and exposing excellence in
collision repair,” Irish said. “Douglas Irish
has more than 20 years’ experience and a
proven track record of success,” Farzam
Afshar, co-founder and CEO of VeriFacts,
said.
SSF Imported Auto Parts Inc.
announced the move of its San Diego
warehouse to a new 22,000-square-foot
facility at 6060 Nancy Ridge Drive, Suite
200, San Diego. The new building is twice
the size of its previous facility and is
centrally located to serve the San Diego
County and Temecula and Murrieta areas.
They are currently running delivery
vehicles and get twice-a-day inventory
replenishment from its Carson and Irvine
distribution facilities. SSF stocks
mechanical and collision parts for German
and Swedish vehicles. Operations
Manager Katharina Timmermann
said, “Carrying more inventory will allow
us to get parts to our customers faster.”
WORLDPAC Inc. recently celebrated
the opening of its 100th regional
PHOTO BY MARC ANFOSSI
The crew at SSF Auto Parts’ new San
Diego facility, led by Warehouse Manager
Hector Mendez (fourth from l.), pose on
opening day.
warehouse location in North America with
a ribbon-cutting ceremony at the new
Ventura facility. “The opening of our
100th regional warehouse provides our
customers with another important option in
accessing our comprehensive import parts
program,” Bob Cushing, president and
CEO, said. “Our 100 strategically located
regional warehouses throughout the U.S.,
Canada, and Puerto Rico deliver ‘the right
part at the right time’ to the best in class
import vehicle repair shops, and the
WORLDPAC team is proud of achieving
this important milestone.”
of trustees to serve
another term as cochair,”
Nick
DiVerde, senior
marketing director at
Mitchell 1, said.
For an extra $50,
California car
enthusiasts will soon
be able to order
vintage license plates
because Governor
Jerry Brown signed
into law SEMA Action
Network (SAN)-
Tim McDonnell,
national training
manager at
Mitchell 1, has
been elected to
the 2012-2013
AMI board of
trustees.
supported legislation to establish the
California Legacy License Plate
Program. The Department of Motor
Vehicles (DMV) will create and issue a
series of specialized license plates that
replicate plates from the state’s past,
including three classic designs from the
’50s–’60s (black lettering on yellow
background or yellow lettering on black
background) and ’70s–’80s (yellow
lettering on blue background). At least
7,500 applications for any one particular
plate must be received by the DMV on or
before Jan. 1, 2015.
ASCCA Chapter 48 celebrates
20 years with a dinner and tribute
by Dick DeLoach
Brea, Calif.—ASCCA Chapter 48
recently celebrated its 20th anniversary
with a dinner at the
Embassy Suites, in
Brea, and paid tribute
to Chuck Overbey, one
of the founding fathers
of the chapter and
ASCCA past state
Longtime friend,
Walt Commans
of ASE, says
Chapter 48 cofounder
Chuck
Overbey was a
gentle man who
worked hard for
ASCCA, both at
the local and
state level, for his
entire career.
president, who died in
May of this year.
The audience was
filled with past Chapter
48 presidents, board
members, and current
members, who all
stood to be recognized.
Many of them also
received certificates of
appreciation for their
service to the association.
“The event celebrated our 20th
anniversary and the life of Chuck
Overbey,” Chapter Director Denise Piña, of
Brea Auto Body, said. “Chuck was like a
grandpa to everyone. He really helped the
industry and the community and everybody
loved him.”
Master of Ceremonies and another
Chapter 48 founder, Ira Newman, of Ira
Newman Automotive, now retired, shared
anecdotes about the history of the chapter
and personal memories of Overbey.
Chapter 48 President Luis Gonzalez of
Center City Automotive also told an
Overbey tale, and opened the floor to
members and friends who had stories about
Overbey.
Overbey’s widow, June Overbey, took
the microphone and thanked everyone for
remembering her husband. “I know he
would be proud and happy to see so many
old friends.” n
From l., Ira Newman, one of the founders
of ASCCA Chapter 48, his wife, Pat, and
Chapter 48 founder Chuck Overbey’s
widow, June, are among the honored
guests at the 20th anniversary celebration
and tribute to Overbey.
The staff of the 10th WORLDPAC regional
warehouse, in Ventura, celebrates the
opening of the facility with a ribboncutting
ceremony.
Tim McDonnell, national training
manager at Mitchell 1 in Poway, has
been elected to the 2012-2013 board of
trustees for the Automotive Management
Institute (AMI), representing mechanical
and collision repair shops of varying sizes
as well as industry associations and
companies. “We would like to congratulate
Tim on being re-elected to the AMI board
PHOTO BY DANIEL BUXBAUM
Irvine BMW recently promoted Assistant
Parts Director Juan Barrientos (r.) to the
parts director position. Barrientos, who
has worked for the dealership for more
than 19 years, is pictured with Wholesale
Parts Manager Hector Penaloza.
California car enthusiasts will soon be able
to order modern license plates in vintage
’50s, ’60s, ’70s, and ’80s colors for an
extra $50.
Erick Andrade, a technician at Fix
Auto in Tustin, Calif., received the
VeriFacts Automotive “March Taylor
Technician ACE Award” at a ceremony in
Las Vegas in November.
Fix Auto Technician Erick Andrade (c.) and
VeriFacts’ Mark Olson (l.) and Mike Stacy.
Toyo Tire U.S.A. in Cypress
announces the company’s new iPad app,
developed in collaboration with Source
Continued on page 29
Page 28 December 2012 Parts & People www.partsandpeople.com

Continued from page 28
Interlink Media’s (SIM) MediaWorks
and Mind Over Eye divisions that provides
easy access to Toyo Tires product
information, training videos, size and
specifications, and brochures. “Printed
marketing materials are quickly dated,”
Amy Coleman, Toyo Tire U.S.A. senior
director of marketing, said. “Our new iPad
App is a dynamic marketing tool that
provides immediate access to the most
current product information, making it
easier to teach dealers, their staff, and
consumers about the benefits of Toyo tires.”
Toyo Tires’ product information, including
training videos, size and specifications,
and brochures, can now be accessed
through the company’s new iPad App.
PHOTO BY DANIEL BUXBAUM
Featured at the Galpin Auto Sports SEMA
booth was an entirely custom 1966 Ford
Bronco. The paint scheme
commemorates Ford’s victory at the 1966
24 Hours of Le Mans race, while the
modified chassis’ suspension allows for
17-inch/15-inch of front/rear wheel travel,
respectively. Power is supplied with a
540-HP Ford 377 Stroker engine and a
Hughes automatic transmission.
PHOTO BY DANIEL BUXBAUM
Volkswagen Kearny Mesa recently hired
Luis Garcia as its wholesale parts
representative. Garcia has been a
wholesale parts representative for
dealerships in the San Diego area for more
than 10 years.
NATIONAL
American Suzuki Motor Corp.
(ASMC), a subsidiary of Suzuki Motor
Corp. (SMC), filed proceedings under
Chapter 11 of the U.S. Bankruptcy Code,
Nov. 5, and will discontinue distribution of
its automobiles in the continental U.S.
At a media briefing prior to the opening
of the Automotive Aftermarket Products
Expo (AAPEX), Bob McKenna,
president and CEO of the Motor &
Equipment Manufacturers
Association (MEMA), announced the
appointments of Steve Handschuh as
executive vice president and COO of
MEMA and Bill Long as president and
COO of the Automotive Aftermarket
Suppliers Association (AASA).
Fras-le North
America announced
at the opening of
AAPEX the promotion
of Kevin Judge and
Steffanie Savine.
Judge, light vehicle
aftermarket sales
manager, is now sales
manager, national
accounts. Savine,
marketing and sales
coordinator, was
promoted to marketing
and communications
manager. Both are
based out of the
company’s North
American headquarters
in Northville, Mich.
The Timken Co.
announced the
appointment of
Thomas W.
Tecklenburg to the
position of director for
Kevin Judge has
been promoted to
sales manager,
national accounts,
for Fras-le North
America.
Steffanie Savine
has been
promoted to
marketing and
communications
manager for Frasle
North America.
commercial vehicle original equipment and
automotive aftermarket for the company’s
mobile industries business. Tecklenburg
will provide strategic direction for the
company’s global commercial vehicle
original equipment business while
continuing to lead the global light and
commercial vehicle aftermarket.
The Timken Co. received the
Automotive Aftermarket Industry
Association (AAIA) Head of the
Class Award: large manufacturer
category. The award recognizes
companies dedicated to the continuous
education and training of their employees.
Recipients of the award are distinguished
as education leaders in the aftermarket
industry. Additionally, Andrea Schultz,
regional sales manager with Timken,
Andrea Schultz is
the first-ever
Woman of
Promise. She is
also the recipient
of the AAIA
Impact Award:
Four for the
Future.
received the AAIA
Impact Award: Four for
the Future, which
annually honors four
aftermarket
professionals, age 40
or younger, who have
made remarkable
contributions within
the aftermarket
industry. The Car
Care Council
Women’s Board
(WB) also announced
Andrea Schultz as the first-ever Woman
of Promise.
Matco Tools received an Innovation
Award from Professional Tool &
Equipment News (PTEN) for its
PRO1000 borescope. Winners were
announced at AAPEX, Oct. 30, in Las
Vegas. The PRO1000 Borescope was
chosen as the most innovative product in
the Inspection Tools, Lab Scopes category.
The Federal-Mogul Technical
Education Center (TEC) in St. Louis
has received the Automotive Training
Continued on page 30
Automotive Service Councils of California
(800) 810-4272 • www.join-ascca.info
Parts & People December 2012 Page 29

People & Places
Continued from page 29
Managers Council National
Excellence in Training Award for
development of a diagnostic workshop
covering antilock braking, stability, and
traction control systems. The two-day
“ABS/Stability Control and Traction
Control Diagnostics” course helps
professional technicians learn to quickly
and accurately diagnose a full range of
common issues encountered in these
sophisticated onboard safety systems.
The University of the Aftermarket
awarded Automotive Aftermarket
Professional (AAP) and Master
Automotive Aftermarket
Professional (MAAP) certificates to 23
industry veterans at AAPEX in Las Vegas.
The University of the Aftermarket’s AAP
and MAAP designation programs
recognize long-term commitment to the
aftermarket and professional development
through programs and courses offered by
the University and its association partners.
AAP and MAAP certificates were
presented by University of the Aftermarket
Director Brian Cruickshank, MAAP,
and Northwood University President and
CEO Dr. Keith Pretty at Northwood
University’s annual graduation and awards
luncheon, Oct. 30, at the Venetian in Las
Vegas.
Kathleen Schmatz, president and
CEO of the Automotive Aftermarket
Industry
Association
(AAIA), was named
the 2012 recipient of
the Automotive
Warehouse Distributors
Association (AWDA)
Leader of the Year
Award during AAIW in
Las Vegas. The award
is given to an
aftermarket
professional who has
made significant and
unique contributions to
the industry.
The Automotive
Warehouse
Distributors
Association’s
(AWDA) Martin
Fromm Life-time
Achievement Award
was presented to
industry veteran John
F. Creamer at the
AWDA 2012 annual
conference in Las
Vegas. The award
recognizes those who
Kathleen
Schmatz,
president and
CEO of the AAIA,
was named the
2012 recipient of
the AWDA
Leader of the
Year Award
during AAIW.
The AWDA
Martin Fromm
Life-time
Achievement
Award was
presented to
industry veteran
John F. Creamer.
have committed themselves to the
aftermarket throughout their careers with
high levels of distinguished performance.
Creamer founded, and continues to operate,
Distribution Marketing Services.
Frank Frederick of Remy
International was given the Automotive
Warehouse Distributors Association’s
(AWDA) 2012 Pursuit of Excellence
Award during AAIW in Las Vegas. The
annual award is in recognition of
excellence in business
performance and
support for AWDA’s
mission and dedication
to AWDA and AAIA
projects.
Pete Kornafel
was presented the
Automotive
Warehouse
Distributors
Association’s
(AWDA) Art Fisher
Memorial Scholarship Award during the
association’s annual conference during
AAIW in Las Vegas. The annual award is
given to an aftermarket company or
individual who demonstrates commitment
to training and education, for which
Kornafel is recognized as an industry
advocate.
Retired W.T. Glasgow President
William T. Glasgow was presented the
Motor & Equipment Manufacturers
Association (MEMA) Triangle Award
during the Automotive Warehouse
Distributors Association’s (AWDA)
Executive Breakfast at
AAIW in Las Vegas.
The award honors
those who have
selflessly contributed
to the industry.
The Car Care
Council Women’s
Board (WB)
announced Jody
DeVere, CEO,
AskPatty.com, as the
ninth annual
Aftermarket Woman of
Pete Kornafel
was presented
the AWDA Art
Fisher Memorial
Scholarship
Award.
PHOTO BY ROB MERWIN
William T. Glasgow (l.) and Bob McKenna,
MEMA president and CEO.
Jody DeVere,
CEO,
AskPatty.com, is
the ninth annual
Aftermarket
Woman of the
Year.
the Year during AAPEX in Las Vegas. She
created a multi-level platform which
provides automotive education to women
consumers featuring askpatty.com,
blogging, video, radio and TV appearances
and more.
The Car Care Council Women’s
Board (WB) announced Amy Mattinat,
owner and manager of Auto Craftsmen in
Vermont, as the Female Service Shop
Owner of the Year during AAPEX in Las
Vegas. In addition to her duties as owner
and manager, Mattinat is an educator,
writing a monthly car care newsletter,
authoring the book “How to Buy a Great
Used Car,” and putting on free car care
clinics for women.
The Car Care Council Women’s
Board (WB) presented Rebekah
Shadowens with a $2,500 postsecondary
scholarship, as part of the WB
scholarship program, now in its 10th year.
The Women’s Board also announced that
in honor of her dedication and as a
founding member of the WB, the top
scholarship will immediately be named the
Becky Babcox Women’s Board
scholarship. Shadowens attends Texas
State Technical College in Waco, Texas,
where she is currently enrolled as a dual
major for auto collision repair management
and auto refinishing.
PHOTO BY ROB MERWIN
Rebekah Shadowens (l.) was presented
with a $2,500 post-secondary scholarship,
as part of the WB scholarship program.
With her is WB President Ruth Ehlinger,
AAIA.
The Motor & Equipment
Remanufacturers Association
(MERA) invited attendees of AAPEX to
visit a new Remanufacturing
Section — which featured exhibits from
MERA and select member companies —
on the main show floor at the Sands Expo
Center, Las Vegas, Oct. 30-Nov. 1. Cohosted
by MERA and the Engine
Rebuilders Council (ERC), it featured
exhibits from nearly three dozen
companies in the remanufacturing industry,
as well as live engine rebuilding
demonstrations by Hendrick Motorsports
technicians.
PHOTO BY ROB MERWIN
MERA President and COO John Chalifoux
(l.), and MERA founding Chairman Michael
Cardone Jr. attend AAPEX’s new
Remanufacturing Section.
PHOTO BY ROB MERWIN
Hendrick Motorsports technicians conduct
a live engine-rebuilding demonstration.
The Equipment and Tool Institute
(ETI) announced its continued support for
the adoption of R1234yf by automobile
manufacturers to meet the global
requirements for more environmentally
friendly refrigerants. Recently, however,
one automobile manufacturer announced
that it had reversed its position and would
not install R1234yf in vehicles that it
produces, citing reasons inconsistent with
conclusions reached during the industrywide
development and testing, of which
they were an active participant.
B2B Automotive Marketing LLC
has formed a partnership with DuPont
Performance Coatings and its
Performance Alliance program. B2B
Automotive Marketing LLC will provide
services to member auto body shops with
social media, website development, search
engine optimization and marketing, e-mail
marketing campaigns, and graphic design.
The DuPont Performance Alliance is a
network of Auto Body Shops that are
qualified by DuPont Performance Coatings
based on their high standards of quality and
customer service.
After expanding its offering of
aftermarket vehicle accessories and
performance products, Allied Exhaust
Systems has rebranded to Team Allied
Distribution to reflect its transformation
into a multifaceted distributor. Team
Allied Distribution is the largest exhaust
and catalytic converter wholesaler in the
nation. The company logo has been
updated with the rebranding, and Team
Continued on page 31
Page 30 December 2012 Parts & People www.partsandpeople.com

Continued from page 30
Allied Distribution requested that all of its
partners and advertisers replace any old
logo they are using.
Tim McDonnell, Mitchell 1’s national
training manager, will serve on the 2012-
2013 board of trustees for the
Automotive Management Institute
(AMI). He joined the board as an industry
member in 2009 and was elected to the cochairman
post of the board in 2010. The
members of AMI’s board of trustees
represent both mechanical and collision
repair shops of varying sizes as well as
industry associations and companies.
PHOTO BY MARC ANFOSSI
From l., Cliff Hovis, Federated representative; John
James, winner of Federated “Let it Ride”
Sweepstakes; Betty James, James’ wife; Kenny
Schrader, Federated spokesman and race car
driver; Curt Hovis, Federated representative.
Federated customer John James of
James Automotive not only won a trip
to AAPEX in Las Vegas as the grand-prize
winner of the Federated “Let it Ride”
sweepstakes, but he will also head home to
Oil City, Pa., with a second grand prize, a
Chevy SSR. In addition to the grand-prize
trip to Las Vegas and Chevy SSR,
hundreds of other prizes were awarded to
Federated Car Care Center members
throughout the country.
Five fortunate winners of the
Federated Car Care “Get Dirty
Five Federated Car Care Center members were chosen as the
winners of the exclusive “Get Dirty with Kenny” Car Care
promotion and each was accompanied on the trip by their
respective Federated member.
With only a point to spare, Mark Stielow
claimed his second Optima Ultimate
Street Car Invitational title.
with Kenny” promotion got the chance
to learn from, and race with, dirt track
legend Kenny Schrader at the Federated
Auto Parts I-55 Raceway in Pevely, Mo.
Five Federated Car Care Center
members were accompanied on
the trip by their respective
Federated member. The five Car
Care winners were: Dennis
Thompson, Northgate
Transmission, Idaho Falls, Idaho;
Clyde Hartman, Walker’s
Automotive, Green Acres,
Wash.; Edward Lynch,
Exhaust Pro, Lexington, Ky.;
Marcia Oliveira, United Auto
Center, Mineola, N.Y.; and
Richard Miller, Miller’s Auto
Clinic, Staunton, Va. The annual
dirt track driving experience was
Sept. 10. In addition to getting
the chance to learn how to race, the contest
winners also received a behind-the-scenes
look at the racing business.
The fifth annual Optima Ultimate
Street Car Invitational, presented by
K&N Filters and Royal Purple, crowned
Mark Stielow and his custom 1967
Chevrolet Camaro as the 2012 Optima
Ultimate Street Car. The main race events
of the Optima Ultimate Street Car
Invitational took place Nov. 3.
In memoriam: Mary Rebecca
“Becky” Babcox, a longtime
automotive aftermarket
industry veteran, died
Oct. 15, in Akron, Ohio,
after a long battle with
Multiple System
Atrophy (MSA). She
was 60 years old. For
many years, Becky was
co-owner of Babcox
Media, along with her
brother, Bill Babcox.
Together, they were the
third generation of the
Babcox family to run
the company founded
by their grandfather,
Edward S. Babcox, in
1920. Becky retired
from the company in 2006, after nearly 30
years in the business. She was named
“Woman of the Year” by the Car Care
Council Women’s Board that same year. In
addition to serving as Corporate Secretary
of Babcox, Becky was Publisher of
Automotive Rebuilder magazine, known
today as Engine Builder magazine. She
was an active participant in the rebuilding
industry, serving as a board member of the
Production Engine Remanufacturers
Association (PERA) and numerous other
aftermarket associations, including the
Engine Builders Association (EBA), the
Automotive Parts Remanufacturers
Association (APRA) and the Car Care
Council Women’s Board. Becky was well
known and respected for her contributions
to the industry and made many friends
among aftermarket professionals during
her years of service. Becky was a graduate
of Emory University and received her
MBA from The Ohio State University. n
To report local announcements,
new hires, training events, or any
appropriate news, e-mail
rob.merwin@partsandpeople.com.
Advertisers’ Index
AAPEX .............................................................32
APW...................................................................4
Armstrong & Associates Insurance................10
ASA-WA ..........................................................24
Automotive Service Councils of CA...............29
BG SoCal ........................................................23
BMW of San Diego ...........................................6
Bob Smith BMW.............................................18
Chrysler LLC ...................................................15
Drew Hyundai..................................................20
Elite Worldwide ...............................................29
Engine & Performance Warehouse Inc. ...........7
Exedy Globalparts Corp. ..................................5
Ford Powertrain Dealers.................................13
Galpin Wholesale Parts Division.......................2
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Hoehn Motors Inc. ..........................................11
Jasper Engines & Transmissions......................8
Kia Motors America ........................................19
LKQ Corp. .......................................................17
Mazda dealers SC ..........................................14
NAPA Auto Parts.............................................21
SoCal Mercedes Parts....................................25
Southbay Volkswagen ....................................31
Subaru of America dealerships ......................16
Synthetic Lube Plus........................................24
Total Lubricants USA Inc. .................................9
VW Porsche Audi of Downtown LA ...............12
West Coast Standards, Inc...............................6
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