new england automotive report november 2014

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AUTAUT MM TIVETIVEN E WN E W E N G L A N DE N G L A N D

ServiNg The New eNglANd ColliSioN ANd MeChANiCAl repAir iNdUSTry

November 2014U.S.A. $5.95

MASSACHUSETTS

BUILDING THE SUCCESS OF THE AUTO REPAIR INDUSTRY

Plus:Value Meets Style:

Toyota Unveils the 2015 Yaris

2 November 2014 New England Automotive Report

New England Automotive Report November 2014 5

DEPARTMENTSPRESIDENTS MESSAGE8 | A Long, Strange and Great Tripby Paul Hendricks

IN THE AREA

15 | Great Food and Fun Highlight

Annual AASP/MA Clambake

18 | Audi of Shrewsbury Throws a RooftopThank You Celebration

LEGAL PERSPECTIVE20 | The Basics of the Massachusetts Wageand Hour Lawby James A. Castleman, Esq.

VENDOR SPOTLIGHT24 | Adding the Numbers Up: Inside BaliseWholesale Parts Express

180BIZ FEATURE49 | Improving Sales in Just Three Easy Stepsby Rick White

CONTENTS

10 | A MESSAGE FROM THE EXECUTIVE DIRECTOR19 | AASP/MA SUSTAINING SPONSORS43 | FOR SALE: 1476 PURCHASE ST., NEW BEDFORD, MA

55 | AASP/MA MEMBERSHIP APPLICATION58 | INDEX OF ADVERTISERS

November 2014 Volume 12, No. 11

ALSO THIS ISSUE

40

15

FEATURES 32 | VALUE MEETS STYLE:TOYOTA UNVEILS THE 2015 YARIS

36 | WHAT THE FUTURE HOLDS FOR YOUby Larry Montanez III, CDA & Jeff Lange, PE

40 | WORKING SMART: CHAPTER MEETINGS ELEVATE REPAIRER KNOWLEDGEby Joel Gausten


PRESIDENTS MESSAGE

A loNg, STrANge - ANd greAT - Trip

MASSACHUSETTS


The Labor Rate Bill. Administrativechanges. Legislative turnover. CARstandards. ADALB upsets. The list ofnotable memories, accomplishmentsand progress Ive been witness to - notonly in my tenure as AASP/MA Presi-dent, but also since the 2010 merger ofAASP/MA, MABA and CMARA intoone cohesive association - could proba-bly fill this entire issue. But since I havelimited space - and since many of youhave been on this journey with me forthese years - Ill keep my personal rec-ollections brief and instead focus mylast message as AASP/MA Presidenton recognizing those whose effortshave helped raise the association to itspresent state.

First and foremost, I need to ac-knowledge our Board of Directors fortheir tireless work on bettering thingsfor AASP/MA members, as well as theauto repair industry at large. These vol-unteers - made up of collision and me-chanical repairers and supportingvendors - spend countless unpaid

hours per month attending meetings,planning strategies and working on ini-tiatives for the sole purpose of makingyour future as a shop owner easier. Ifyou see one of our Board members atan association event, shake their handand thank them for all they do. Trustme; they are responsible for a great dealof behind-the-scenes activity, and whilethey dont do it for the accolades, thatdoesnt mean they dont deserve them.

Speaking of our Board, Id like youto please join me in welcoming MollyBrodeur as she takes over asAASP/MA President in December. Ifyou are involved in AASP/MA at all,Molly is a familiar face; youve seen herprominently supporting all MidStatechapter efforts, as well as those of theassociation as a whole for years now.She is fiercely committed to promotingthe professionalism and importance ofthe repair industry, and I am confidentthat she is going to help AASP/MAmake great strides on a local and na-tional level.

Although Im stepping down aspresident, that doesnt mean Ill be van-ishing from the industry altogether justyet. (Sorry to disappoint some of you.)Ive made too many memories andfriends to simply leave the associationbehind, and I plan on sticking aroundto see our many initiatives through tocompletion. In the meantime, though, Iwould like to personally thank eachand every association member for theirsupport of AASP/MA (by any name)throughout the years, and for makingmy job as president a productive andenjoyable one. Weve come a long wayin a short amount of time, and I cantwait to see what the future holds for usall.

AASP/MA PresidentPaul Hendricks is

the owner of HendricksAuto Body in Uxbridge, MA.

He can be reached at(508) 278-6066.

Dear Members, As you may recall, in December

2013, the Automobile Damage Ap-praiser Licensing Board (ADALB)agreed to open their regulations, 211and 212 CMR. At the September 23ADALB meeting, the Board outlinedtheir agenda items for the listening ses-sion scheduled for February 24, 2015.The following items will be reviewedat the listening session. (Please note

that, although these items have beenoutlined by the Board, the discussion isnot limited to these topics.)

212 CMr 2.04(1)(d) requirementof personal inspection and photo-graphs. You may recall in May 2014,the ADALB Board issued AdvisoryRuling 2014-1, agreeing that an ap-praisal conducted by a licensed ap-praiser via review of quality video ordigital images with documentation

meets the requirements of 212 CMR2.04(1)(d) personal inspection. How-ever, this ruling and proposed changeis in direct conflict with MassachusettsGeneral Laws ch. 26, 8G, which pro-vides for the removal of a vehicle in-spection sticker. Appraisals being donevia photo or video do not allow for theremoval of an inspection sticker in theinstances outlined in the law.

212 CMr 2.04 procedure for theConduct of Appraisals and intensi-fied Appraisals. The Board has sug-gested increasing the current limit of$1,500 to $4,000 for damage to a motorvehicle. The related provision in 211CMR 133.07 provides for an insurer toconduct intensified appraisals of atleast 25 percent of all damaged motorvehicles for which the appraised cost ofrepair is less than $4,000 and at least 75percent of all damaged vehicles forwhich the appraiser cost of repair ismore than $4,000 for Collision, LimitedCollision and Comprehensive claims.

212 CMr 2.04(h) Supplement Ap-praisals. ADALB Board members rec-ommended adjusting the supplementappraisal time from three businessdays to two business days to make itconsistent with 212 CMR 2.04(i),which provides for an expedited sup-plement appraisal within two businessdays.

Since these conversations began,AASP/MAs leadership and legislativecommittee have been working with theBoard and the Division of Insurancethroughout the regulatory-revisionsprocess to seek remedies for our mem-ber shops. Our members will continueto be well represented at the listeningsession. Members have provided sig-nificant comments and feedback onthese potential changes. We encourageongoing dialogue between the shopsand the association. With your support,


A MESSAGE FROM THE EXECUTIVE DIRECTOR

AdAlBopens regulations for discussion

AASP/MAExecutive DirectorJillian Zywien has been a

senior account executive atLynch Associates for over six

years. She can be reached at(617) 574-0741 or via email at

[email protected].

continued on pg. 56


greAT Food ANd FUNhighlighT ANNUAl

AASp/MA ClAMBAKeThe Big e was in full swing on

September 26, but the real action wasat the AASp/MA western ChapterClambake.

Following the conclusion of an-other busy workweek in the automo-tive industry, nearly 250 members ofthe AASP/MA community spent theirFriday evening at the Polish AmericanClub in Feeding Hills for one of the as-sociations most popular events. Witheverything from a complete chickenbarbeque dinner (with steamed clamsand chowder) to more than 100 raffleprizes, this years Clambake providedan unforgettable night of fun.

Emceed with gusto by WesternChapter Acting President Dan Lamon-tagne (White Lightning Auto Body)and Treasurer Mike Boucher (CustomAuto Body), the annual raffle made aGrand Prize winner out of Tony Bor-doni of BodyWorks Unlimited (whowon an Apple iPad and Bluetooth key-board, courtesy of Linders, Inc.) andFirst Prize winners out of Don Muc-cino of Acme Automotive (whowalked away with an Apple iPad fromRick Casey of LKQ/Keystone) andRachel Loomis of Sarat Ford/Lincoln(who became the proud owner of a 40-

inch RCA LED television,donated by Auto CraftSales - a Division of BAPSAuto Paints & Supply). Aspecial shop ownersonly drawing hosted byAASP/MA Statewide

Director Don Cushing (Bald HillDodge/Chrysler/Jeep & Kia) offeredan array of great prizes, including(among many other goodies) Celticstickets (courtesy of Autopart Interna-tional), four live I-CAR classes (cour-tesy of Allan Smith), an iPad Minidonated by Enterprise Rent-A-Car anda Dell Venue tablet donated by JimBusiere of CCC-IS. Other donors tothis special drawing included BaldHill Dodge/Chrysler/Jeep & Kia, For-mula Products, Mitchell Volkswagen,Transtar Autobody Technologies, SaratFord/Lincoln and Interstate Battery.

Like previous Clambakes, thisyears event was made possible by theamazing support of numerous indus-try sponsors. This years record-break-ing 16 Gold Sponsors includedAmherst Oakham Auto Recycling,Astro Automotive, Auto Body

IN THE AREA


Supplies and Paint, AkzoNobel, Axalta, Bald HillDodge/Chrysler/Jeep & Kia, Balise WholesaleParts Express, Enterprise Rent-A-Car, HoffmanAuto Group, LKQ/Keystone Automotive, LongAutomotive Group, PPG, Sarat Ford/Lincoln,Sherwin-Williams Automotive, Transtar Auto-body Technologies and West Springfield AutoParts. The group of invaluable Silver Sponsorsincluded Artioli Chrysler Dodge, Auto CraftSales (a Division of BAPS Auto Paints & Supply),Jim Busiere of CCC-IS, Empire Auto Parts andMarcotte Ford. Bronze Sponsors included Cen-tral Chevrolet, Lia Honda of Enfield, MirkaAbrasives and Tasca Automotive.

In addition to the great gifts donated by thesponsors, raffle prizes were also generously do-nated by A&R Auto Glass, AkzoNobel, Bald HillDodge/Chrysler/Jeep & Kia, Balise WholesaleParts Express, BMW of West Springfield, ClootsAuto Body, FL Roberts/Golden Nozzle, Green-field Auto Salvage, Interstate Battery, Jerry RomeNissan, Larry Skorupski/Rubber Seal,LKQ/Keystone Automotive, Marcotte Ford,Mitchell Volkswagen, Mitchell Volvo, PlumbAuto Supply, Regina Jasak Insurance, SaratFord/Lincoln, Tasca Automotive, Town Fair Tire,Townline, U-Save of Enfield, Westfield AutoParts and West Springfield Auto Parts.

The 2014 AASP/MA Clambake was the re-sult of months of intense planning and work bya dedicated group of industry volunteers (whowere rewarded with an LED flashlight compli-ments of Rick Casey of LKQ/Keystone Automo-tive). In addition to Lamontagne and Boucher,this years Clambake Committee included West-ern Chapter members Gary Cloutier of ClootsAuto Body (state secretary), Peter Langone ofLangonet Auto Body & Frame (state director),Andre Marcoux of Western Mass Collision (pastvice president), Ed Nalewanski of Eds AutoBody (state director), Don Vermette of VermetteAuto Body (past president) and Paul Zollner ofWest Springfield Auto Parts. Special thanks go tofellow Committee member and Massachusettscollision repair legend Mike Beal who attendedand contributed to the event with his wife Marydespite being in the hospital that morning,and longtime Clambake volunteer JoannNalewanski, whose enthusiasm added to thepositive energy in the room.

For more information on AASP/MA events(including the Seventh Annual Private CasinoNight at Gillette Stadium on November 15),please visit www.aaspma.org or call (617)574-0741.

MASSACHUSETTS


IN THE AREA

Grand Prize Winner Tony Bordoni (BodyWorks Unlimited), pictured here with Clambake Committee member Andre Marcoux, won an Apple iPad

and Bluetooth keyboard courtesy of Linders, Inc.

First Prize Winner Don Muccino (Acme Automotive) accepts hisApple iPad from Rick Casey of LKQ/Keystone.

First Prize winner Rachel Loomis (Sarat Ford/Lincoln) with her 40 HD TVcourtesy of Auto Craft Sales, a Division of BAPS Paint & Supply.

The 2014 Clambake Gold Sponsors: Back row (left to right): Jack Perna (PPG), Don Cushing (Bald Hill Dodge/Chrysler/Jeep & Kia), Eddy Ravetto (Hoffman Auto Group), Scott MacDonald (West Springfield Auto Parts), Jack Tyner (Balise), Gordy Palley (Amherst Oakham), Kat Demers (Enterprise Rent-A-Car), Tom Harkins (Enterprise Rent-A-Car), Rick Casey (LKQ/Keystone), Al Montalbano (Long Automotive).

Front row (left to right): Hank Odierna (ABSAP), Mark Edmonds (Transtar Autobody Technologies), Jeremy Ostrout (AkzoNobel), Rob Lagasse (Sherwin-Williams Automotive), Mike Campbell (Axalta), Jim Loomis (Sarat Ford/Lincoln)

AASP/MA Lobbyist Anne Lynch, Joe DAgostino (Lynch Associates)and AASP/MA Executive Director Jillian Zywien spread the word

about the upcoming Casino Night.

The 2014 Clambake Committee. Back row (left to right): Mike Boucher, Ed Nalewanski, Dan Lamontagne, Mary Beal, Peter Langone. Center row (left to right): Don Vermette, GaryCloutier. Front row (left to right): Andre Marcoux, Mike Beal.


IN THE AREA

At most car dealerships, the magichappens on the floor. At Audi ofShrewsbury, it happens on the roof. OnSeptember 25, the dealership held anappreciation event for its customers ina rooftop tent venue. Over 150 peoplecame out to enjoy a night of food,drinks, music, cigars and cars.

It was just a night to say thankyou to the people we owe our businessto, says Parts Manager Jason LaValley.There was no sales pitch, just fun.

A marvelous spread was provided

by Worcester Smokestack, who set up alive smoker directly on the roof of thebuilding to provide attendees with thefreshest smoked food possible. Localmusician Ken Macy serenaded guestsas they enjoyed the food, beer andwine, as well as high-end cigars pro-vided by Victory Cigars.

Out showing their support forthe customers, representatives frommanufacturers including BMW, Audi,Mercedes-Benz and Kia were presentamongst the guests of the event.

Several luxury cars and motorcy-cles (such as a BMW i8, Audi R8 andMercedes and BMW electric vehicles,as well as Indian, Ducati, BMW andKTM motorcycles) were on displayfor guests to marvel at, while attendeeswere given the chance at doorprizes after a night of food, fun andcelebration.

At the end of the night, every at-tendee was allowed an opportunity ata grab bag before leaving the event.

MASSACHUSETTS


Audi of Shrewsbury Throws Arooftop Thank you Celebration

Attendees enjoyed the fresh, early fall air on the rooftop ofAudi of Shrewsbury.

Victory Cigars provided guests withhigh-end cigars to enjoy.

Local musician Ken Macy entertainedguests.

Attendees enjoyed aspread supplied byWorcester Smokestack, who setup on the roof of the building to provide a fresh buffet.



Contact AASP/MA at (617) 574-0741 / [email protected] for information on becoming an AASP/MA sponsor!

2014 AASP/MA NEWSLETTER SPONSOR

AASP/MA ASKS YOU TO PLEASE SUPPORT OUR SPONSORS!

WOLPERTINSURANCE

LEGAL PERSPECTIVE

All employees in Massachusetts are covered by bothfederal and state wage laws. If there is a conflict,whichever law is more stringent will govern whatthe employer is required to do. Since Massachusetts gener-ally has the more stringent law, that is primarily what will beexplained in this article.

Who is an employee? Wage laws do not apply to inde-pendent contractors, only to employees. But Massachusettshas a very strict definition of independent contractor, onethat differs from many other states and that significantly lim-its who is considered to be an independent contractor. Addi-tionally, the Attorney Generals office in Massachusettsaggressively enforces our states strict limitation of that defi-nition.

In order to qualify as an independent contractor in Mas-sachusetts, a three-part test must be satisfied: (1)The personmust be free from control and direction in the performanceof services. This means that a true independent contractorhas to be the one who decides, on his or her own, how thework is to be done. (2) The service has to be performed out-side of the usual course of business of the employer. As anexample, an accountant who prepares tax returns for an ac-counting firm only during tax season is an employee of thefirm and cannot be an independent contractor - no matterhow free the accountant is from direction and control onhow to prepare the returns. (3)The person has to be custom-arily engaged in an independently established trade, occu-pation, profession, or business of the same nature as thatinvolved in the service performed. For example, if someoneis retained to help a business paint their building, but thatperson is not regularly engaged in the painting business,then they are an employee - not an independent contractor.

It does not matter what the individual and the businesscall themselves, how they think about their relationship orwhat a contract between them says. If any one of the threeprongs of the test is not met, then the person is an employee.

Minimum Wage. Since January 2008, the minimum wagein Massachusetts has been $8 an hour. With only a few ex-ceptions, every worker in Massachusetts must be paid atleast that amount for every hour worked during a normal,non-overtime workweek. The only exceptions are peoplewho are being rehabilitated or trained in certain charitable,educational or religious establishments, members of reli-gious orders (e.g., priests, nuns, monks, etc.), certain agricul-tural workers (e.g., migrant farm workers), certainprofessional workers and certain outside salespeople whodo not report to their office daily.

For tipped employees, the minimum wage is only $2.63an hour. But if the total that the employee receives, includingtips, does not exceed $8 an hour, then the employer has tomake up the difference. Notably, employers can require serv-ice employees to pool their tips, so that the tips get spreadaround. But the employer can only require that tips beshared with other service employees, wait staff and bar-tenders, and then only in proportion to the service they pro-vide. Managers, maitre ds and other employees cannot beincluded in tip sharing.

Employees who are called in to work, or who otherwiseshow up to work at the request of the employer, are requiredto be paid for at least three hours of time at minimum wage.

Overtime Pay. Employees generally must be paid oneand one-half times their regular pay for every hour over 40hours worked in a week. All pay for regular hours of em-ployment (including periodic bonuses, shift premiums, etc.)is included in determining regular pay, unless specificallyexcluded by a particular law. A workweek is considered tobe 168 hours during seven consecutive 24-hour periods; theemployer can pick the day that the workweek begins. Withsome exceptions, it usually does not matter how many hoursare worked in a day, or on which days the employee works;what matters is whether the employee works more than40 hours in a week. It also does not matter whether theemployee is being paid on an hourly or on a salary basis -

The BASiCS oF The MASSAChUSeTTSwAge ANd hoUr lAw

by James A. Castleman, Esq.When a family member of mine recently did not get

paid on time for work that he performed, I went back andreviewed the Massachusetts laws regarding wage paymentsand hours of employment. I was reminded of the strict requirements of the law, and of the severe penalties one incurs for not complying. Whether you are an employee oran employer, it is important to know at least the basics ofthese laws. Failure to comply can result in possible criminal penalties for the employer, as well as mandatorypayment of triple the amount of unpaid or late paid wages.You should be aware of what rights and obligations youhave.


unless the employee falls into a statutory exception, over-time is required to be paid once 40 hours are exceeded.

Notably, it is improper for an employer to offer to tradehours in different weeks, or to give additional vacation orother comp time in exchange for working more than 40hours in a week. Once 40 hours are reached, the overtimepay requirements kick in.

Despite this general rule, there are several exceptions.Amounts paid as commissions, drawing accounts, bonusesor other incentive pay based on sales or production are ex-cluded in computing both the regular rate and the overtimerate of pay. A different part of the law requires certain retailsales people to automatically be paid one and one-half timestheir regular pay for Sundays and holidays this way, theextra pay for those days is excluded in calculating the em-ployees regular and overtime rates of pay.

There are also 20 specific occupational exceptions listedin the overtime statute, some of which make sense and someof which seem to be the result of favorable lobbying by cer-tain industries. A partial list of the exceptions includes: Bonafide executives, administrative or professional persons (notethat just calling someone an executive does not make themone, unless they are truly performing executive functions),outside salesmen, truck drivers who are covered by specialfederal overtime laws, restaurant workers, seamen and fish-ermen, apprentices in certain licensed occupations, agricul-tural workers and on-site janitors and caretakers forresidential buildings who are furnished with living quarters.

For the collision repair industry, it is notable that some-one employed as a garage-man is exempt from the over-time pay requirements. Although the term garage-man isnot defined in the statute, auto mechanics are clearly coveredby the exemption, while parking lot attendants are clearlynot, as ruled in a significant court case, the holding of whichhas now been incorporated into the statute itself.

But are collision repair technicians also considered to begarage-men? In an opinion letter published in 2002, theMassachusetts Attorney General addressed this issue, stat-ing: [T]his Office will consider any worker performing re-pair work on automobiles - be it in a stand-alone repair shopor one that is part of a larger establishment such as a cardealership - to be exempt from overtimeHowever, pleasenote that this exemption does not extend to persons em-ployedin other capacities such as service counter help orreceptionists. Therefore, it appears that collision repair tech-nicians are garage-men, and that they are not required to bepaid extra for overtime work. On the other hand, a shops of-fice staff and any other personnel not directly engaged in re-pair do have to be paid one and one-half their regular ratefor overtime work.

When payment must be made. Covered employees gen-erally must be paid at least weekly or bi-weekly within sixdays of the pay period for which wages were earned, orwithin seven days if the employee is working every day.Executives, professionals or administrative employees whoare salaried legally can be paid bi-weekly or semi-monthly,and can also agree to be paid monthly. Additionally, employ-ees who voluntarily leave a job have to be paid by the nextregular payday, or, if there is none, by the next Saturday.

Employees whose employment is terminated by theiremployer must be paid on the day they are discharged.

Note that the timing requirements apply to wages, butnot necessarily to other payments due. In particular, thestatute applies to commissions only if the commission hasbeen definitely determined and has become due andpayable. Upon termination of employment, questions ariseas to whether payment must be made for vacation days, sickdays and accrued holidays. This usually depends onwhether pay for these periods has truly been earned, oftendependent on how the employer treats these types of payfor all of their employees. Severance pay is generally notconsidered wages, so the timing requirements generallydo no apply to severance.

Miscellaneous issues. Most employees have to be givenat least one day of rest in every seven days, although thereare some notable exceptions in various service industries.Also, most (but not all) employees must be given at least 30unpaid minutes of meal time for every six hours worked,with the exceptions being in jobs that require continuousattention of the employee to particular tasks of the job:E.g., iron works, glass works, etc.

It is also noted that particular statutes require certainemployers to give employees unpaid leave for certain pur-poses. Included are the Massachusetts Maternity Leave Act,which requires employers with more than six employees togive up to eight weeks of unpaid maternity leave, and theSmall Necessities Leave Act, which requires employers withmore than 50 employees to give workers up to 24 hours ofunpaid leave per year for certain family matters, includingattendance at school functions and taking a child to a doc-tors appointment. Employers are also required to compen-sate employees for the first three days of jury duty, and arerequired to give employees time to go to their local pollingplace to vote.

Enforcement and penalties. The Attorney General isgiven the power to enforce the various wage and hoursstatutes through imposition of both civil and criminal penal-ties. The penalties can be severe, and generally are harsherfor intentional acts than for unintentional violations of thelaws. But ignorance is not a defense. If an employer does notmake a wage payment on time, or does not pay for overtimeat one and one-half times an employees regular rate, thenthe Attorney General can bring an action for enforcement,whether or not the employers actions were intentional.

But perhaps the strongest enforcement actions are thosethat can be brought by an employee. In order to bring an ac-tion for non-payment of wages, for violation of the tipstatute or for any other violation of the Massachusetts wageand hours laws, an employee must first give written noticeto the Attorney General. If the Attorney General does not actwithin 90 days, or if the Attorney General gives the em-ployee permission to do so before the expiration of 90 days(which is commonly what happens), a private civil actioncan be brought by the employee against the employer.

Moreover, if the employee wins their lawsuit, the gov-erning statutes mandate that the trial court award treble theamount of actual damages. The court must also award theemployee his/her reasonable legal fees and costs related to

continued on pg. 58New England Automotive Report November 2014 21

VENDOR SPOTLIGHT AddiNg The NUMBerS Up: iNSide


Clockwise from top left: Hyannis parts driversJoe Cleary and Martha Buyer; WesternMassachusetts drivers (left to right): Chad Oakes,Angel Valdes, Eric Dziewit, Johnny Moctezuma, Will Meek Jr., Juan Merced, Joe Casino, Sam Moore-Flowers, Joe DiVirgilio, Paul OBrien Jr.,Gasper Madrazo, Dale Claudio, Dom Vecchiarelli,Jose Quinones, Greg Redmond, Scott Stratos; TheBalise Wholesale Call Center. Left to right: Al Gay,John Elmasian, Jeff Butler, Dave Alicea, Jim Schaller,Ernest Co, Gary Colby, Matt Oliveira, Mike Burns,Heather Libratore (Not Pictured: Linda Wojcik); Western Massachusetts road sales representativeJack Tyner; Connecticut road sales representativeGary Danko; and Rhode Island/ South Shore/CapeCod road sales representative David ONeill.

A team of 53 parts professionals. Twenty-four deliverytrucks. Nearly $10 million in inventory. If youre looking fora truly experienced and professional wholesale partsprovider, then let Balise Wholesale Parts Express numbersdo all the talking.

One of Massachusetts most trusted sources of high-quality OEM replacement parts, Balise Wholesale PartsExpress currently boasts 10 automobile lines over 16locations. With seven dealerships in the Western Massachu-setts/Springfield area, five stores in Warwick and WestWarwick, RI, three stores in Hyannis and a recently pur-chased Hyundai dealership in Fairfield, CT, Balise pridesthemselves on offering the widest array of products anddelivery services of any New England-based wholesale

provider. (A complete list of Balise dealerships is availableat www.baliseauto.com/locations.htm.)

Balise delivers parts throughout Western Massachu-setts, east to Worcester, into the South Shore and Cape Cod,all of Rhode Island and Eastern Connecticut. The Balisefleet of trucks hits wholesale customers twice daily, withmany orders filled on the same day. Calls placed by whole-sale customers in Western Massachusetts and Connecticutto (413) 233-2185, Eastern Massachusetts to (508) 957-6399and Rhode Island to (401) 780-3099 are serviced by an11-person call center based in Western Massachusetts,which recently upgraded to a new state-of-the-art phonesystem. In addition to the Balise in-house parts team, thewholesale operation includes road sales representatives

Balise Wholesale Parts Express is openMonday through Friday from 7:30am to 5pm. Formore information, visit www.baliseauto.com.

Warwick parts drivers (left to right) John Kelvey, Ed Charette, Ryan Gregorio, Gary Cummings, Joey Harper,Joe Fortes, Chris Hall.


Jack Tyner (Western Massachusetts),Gary Danko (Connecticut) and DavidONeill (Rhode Island/South Shore/Cape Cod).

For the past five years, BaliseWholesale Parts Express operationshave been overseen by WholesaleParts Director Ken Zimmerer. Alreadya 10-year veteran of the Balise organi-zation when he took his current posi-tion, Zimmerer brings several decadesworth of parts experience to his dailyduties. Not surprisingly, he viewshelping shops maintain strong cycletimes as his greatest responsibility.

Its nice to be in the parts busi-ness, but you need to keep your fingeron the pulse of your customers, hesays. Youre fulfilling a need by sup-plying those parts in a timely fashion.Shops get rated by insurance compa-nies on how fast they can turn a vehi-cle around in their facility, and wehave to be really sensitive and awareof that. We have to meet our cus-tomers needs in order for them to besuccessful in what they do. If theyresuccessful, then we become successfulbecause of it.

Balise Wholesale Parts Expresscommitment to the industry goes farbeyond filling orders. One of AASP/MAs strongest and most dedicatedsupporters, Balise regularly sponsorsassociation events including theannual Clambake (see page 15). Addi-tionally, the company regularly spon-sors special training events for AASP/MA, including a recent GM presenta-tion in Holyoke (see page 40).

Its more than just selling theparts; its supporting the industry thatrequires the parts, Zimmerer says.

While some wholesale dealershave struggled in recent times, Balisehas done nothing but grow. In Zim-merers mind, the companys greateststrength is found in the spirit of team-work that drives the parts team for-ward every day.

To me, its all about the people onour team, he says, Each and everyindividual who works with us here iswhy we are what we are. Its becauseof what happens when a customerplaces an order, and the many handsinvolved in getting that order com-plete. It involves quite a crew that canmarch to the same beat.

MASSACHUSETTS



FEATURE

GREAt thiNGs cOME iNsMAll PAckAGEs.

on october 15, NewEngland Automotive Re-port editor Joel gaustenwas one of a select groupof automotive writers in-vited to test drive the new and substantially up-graded 2015 yaris at Toy-otas official productlaunch for the car in pontevedra Beach, Fl. once be-hind the wheel, gaustenwas amazed by how farthe yaris has come.

Although the yarishas always been a depend-able and affordable ride, ialways felt the car could

use a little more TlC inthe visual department, hesays. The new version ofthe yaris not only looksbetter, but it feels better aswell. with the 2015 edi-tion, Toyota has finally de-veloped the aestheticcharm especially on theinside that this great carhas always deserved. plus,it drives like a dream.

The 2015 yaris, like theprevious-generations de-sign, comes in three-doorand five-door liftback con-figurations, but the style isall new. The new modelcomes from Toyotas ed2design studio located in

vAlUe MeeTS STyle:Toyota Unveils the 2015 yaris

On the new model, the wheelsare pushed out to the corners, giving the Yaris a sportier edge.

Michael Kroll, national product communicationsmanager for Toyota, introduces the 2015 Yaris to a

select group of automotive writers.


the South of France, wherethey know hot hatches.The new yaris is also as-sembled in France, wherethey have been manufac-turing the yaris since 1999for the european market.The 2015 yaris has an ag-gressive new look, with ahorizontal chrome grilletreatment that appears tocontinue right into theheadlamp. The large grilleopening gives this fun-to-drive car just the righttouch of mean in its ap-pearance. A lower wind-shield angle, shortoverhangs and wheelspushed out to the cornersgive the new yaris asporty, road-huggingstance.

A highlight of the 2015yaris cabin has to be theimproved interior design.high-quality fabrics and agreater surface area, alongwith raising the front ofthe cushion, make it morecomfortable on longer

drives.The yaris packs big

safety into a small pack-age. like all Toyota vehi-cles, the 2015 yaris featuresthe Star Safety System,which includes:

protection in a colli-sion starts with an impact-absorbing body structurethat makes wide use ofhigh-tensile strength steelto effectively absorb anddistribute collision forces.The 2015 yaris has nineairbags, including:

The Advancedwhiplash injury-lessen-ing (wil) front-seat struc-ture helps to ensure thatthe regions from the headto the lower back areequally supported, help-ing to reduce whiplash-type injuries duringcertain types of rear-endcollisions.

The yaris comes in l,le and Se grades. Stan-dard features include airconditioning, sport-tunedelectric power steering,three-spoke tilt steeringwheel, power door lockswith illuminated entry,cargo area cover and lamp,power windows with dri-vers side auto up/downand color-keyed foldingoutside mirrors. The yarisle adds the convenienceof power mirrors, cruisecontrol, steering wheelaudio controls and a re-mote keyless entry systemwith engine immobilizer.

All models get theyaris entune Audio thatincludes a 6.1-inch touchscreen, an AM/FM Cdplayer with Mp3/wMAplayback capability, sixspeakers, hd radio withiTunes Tagging, an auxil-iary audio jack, a USB portwith ipod connectivity andcontrol, hands-free phonecapability, voice recogni-tion and music streamingvia Bluetooth wirelesstechnology. For the firsttime in a yaris, a naviga-tion system is an availableport, or dealer-installed,option.

The manufacturerssuggested retail price(MSrp) for the 2015 yariswill range from $14,845 forthe three-door l with amanual transmission to$17,620 for the five-doorSe with a four-speed auto-matic. More information isavailable at www.toyota.com/yaris.

An improved interior design helpsthe Yaris combine a high class,

luxury feel with an affordableand comfortable experience.

With an exterior update, the 2015 Toyota Yaris showcasesan enviable appearance and an unbeatable ride.

Vehicle Stability Control (VSC); Traction Control (TRAC); Anti-lock Braking System (ABS); Electronic Brake-Force Distribution(EBD) and Brake Assist; and Smart Stop Technology (Toyotasbrake-override system).

Driver and front-passenger dual-stage airbags (SRS); Front seat side airbags; Front seat cushion airbags; Side curtain shield airbags; and Drivers knee airbag.

MASSACHUSETTS



TECHNICAL FEATURE

Wow.So far this year, we have heard of

carbon-fiber-reinforced plastic (CFRP)vehicles (BMW i3) and a mass-pro-duced aluminum truck (2015 Ford F-150). But what does the future hold forthe collision repair industry? Thisarticle contains a recap of the knowninformation and facts, some predic-tions and even a few myths we'd liketo dispel.

New MATeriAlSFact: Modern vehicles are not only en-gineering wonders, but they areloaded with creature comforts and arerolling, electronically-controlled mas-terpieces. And this is just a taste ofwhat is to come. prediction: In the next five to sevenyears, we will see newer, more ad-vanced high-strength steels (ADHSS),CFRP with nanotechnology, semi-au-tonomous vehicles, equipmentchanges and advanced training re-quirements.Myth: Todays vehicles can be re-paired both quickly and properly.FALSE! Todays vehicles require skill,training and proper equipment to en-sure that the repairer is adhering toproper procedures and protocols. Ontoo many occasions, we see unrealisticrepair times (commonly referred to ascycle time), generally based on

rental day calculations without takinginto consideration the actual skill levelrequired to perform proper repairs.remember: Just because youve beendoing it a certain way for a period ofyears does not mean it is right.

AlUMiNUMFact: Aluminum construction is mov-ing into mainstream vehicles. Over thepast few years, we have seen mass-produced vehicles with aluminumouter panels and closure panels. In-finiti and many other OEMs are offer-ing their vehicles with aluminum doorassemblies and hood panels. The Nis-san Altima now has an aluminumhood, decklid and roof panel. Ford hasbeen making headlines over the 2015F-150. GM has also announced plansto offer a 1500 Series pickup by 2018that will be aluminum-intensive. prediction: Ford Mustang, Fusion andExpedition will be next to go alu-minum. GM will roll out the 1500 Se-ries pickup and SUV lines soon. Afterthat, we predict a couple of Cadillacmodels. Chrysler may wait on thesidelines for a while, but look for theRam to be the first to go with alu-minum. Mercedes-Benz already offersthe AMG SLS and the SL as alu-minum-intensive; this year, the S Classwent aluminum in the front structure.And we already know all Benz vehi-

cles will be designed with aluminumfront structures by 2020.Myth: Aluminum repair is easy andno big deal. FALSE! Aluminum repairis not difficult if the technician has theproper training and lots of practice.Aluminum repair is very differentfrom steel; surprisingly, most alu-minum damage is not repairable. Andwe are just talking about outer panels,as structural aluminum componentsare not repairable and structural re-alignment is generally prohibited.

eQUipMeNTFact: Equipment upgrades andchanges are part of the industry, but inthe past three years, many OEMs havebeen making requirements to specificequipment for repairs to their vehicles.Celette has been the leader for struc-tural repair for many years as the mostapproved equipment for many of theEuropean vehicles. But in recent years,they have been making fixtures for do-mestic and Asian models. Not too longago, Doug Craig from Chrysler madea video on the importance of addi-tional anchoring on some Chryslerand Jeep models. CarBench has beenthe approved equipment supplier forFerrari and Lamborghini for manyyears and, in the past few years, hasreceived approval from many of theEuropean automakers. Rounding out

whAT The FUTUre holdS For yoUby Larry Montanez III, CDA & Jeff Lange, PE

the top three is Car-O-Liner, with ap-proval for most of the Europeanmodels (except Mercedes-Benz USA).If your structural repair equipmentwas not purchased in the past three tofive years, you may not be able to re-pair most of todays vehicles properly or, for that matter, any of them. prediction: Shop closures are in-evitable as the requirements and coststo repair the new advanced vehiclesrise. We feel we will see about a 20-percent drop in registered repair facili-ties in the next decade, with someMSOs, DRPs and OEM-certified repairfacilities surviving the costs of trainingand re-tooling. Training, certification(ISO, ASE) and an attitude to want tolearn and change are, and will be,must-have traits to be successful. Ouradvice is to start preparing, investingand training now or be left sitting onthe sidelines.Myth: Here is something we hear allthe time: My frame equipment from20 years ago is still good and my techsknow what they are doing. You are indenial. Many techs and damage asses-sors have a multitude of excuses forwhy they don't train and get educatedto adapt to the new repair procedures.Repair facility owners need to holdpeople including themselves accountable.

hANd ToolS ANdCoNSUMABleSFact: Hand tools, cutting tools andother consumables will need to changeas the materials used in vehicle con-struction become more advanced.There are about four differentstrengths of spot weld drill bits avail-able for the different types of steels.

Most will last 300 to 700 welds, pro-vided the tech uses the proper speed(RPM) drill and lubricates the area.Bits used for aluminum will last evenlonger than 700 spot welds due to alu-minum's softness. Conversely, boronalloyed drill bits will only last 90 to125 spot welds, and those bits canrange between $75 to $125 per bit. Insome cases, you will need two to threebits depending on the amount of spotwelds and/or drill holes you will needto drill on boron alloyed or hotstamped steel.

When removing damaged panelsfor replacement, the tech must be care-ful not to cause damage to the innerreinforcements or inner panel (steeland/or aluminum). Techs must use

care to drill only the outer panel andthen use a panel separator with a ham-mer. Air chisels are a thing of the pastand should not even be in a modernrepair facility. Dressing welds shouldbe attempted with quarter-inch thickgrinding stones and not cut-offwheels. Twenty-four/36-grit is an-other antiquated product; after thegrinding stone, the tech should con-tinue to dress the area with 50-grit or abelt sander and progress to 80- and100-grit and/or a Roloc Bristle. Insome cases, a Dremel tool will beneeded. Shockingly, most techs need aclass on how to dress welded areasproperly.


continued on pg. 56

COVER STORY

From helping shops ad-dress legal matters in theirown backyards to providingcrucial updates on vehicletrends affecting the entirecollision repair trade,AASP/MA has its finger onthe pulse of the kind of in-formation that membersneed to thrive in an always-changing (and often-confus-ing) profession. This month,New England Automotive Re-port recaps recent seminarsheld by the Western andMidState Chapters thatshowcased the high level ofeducation available to theAASP/MA community.

go wiTh The oeMStill flying high from a

hugely successful Clambake(see page 15), the AASP/MA Western Chapter gotdown to business on

October 14 by hosting aspecial General Motorstechnical training event atthe Slainte Restaurant inHolyoke. Sponsored byBalise Wholesale Parts Ex-press, the Tuesday nightgathering drew nearly fivedozen industry members(from as far as Marlboroughand Worcester) eager tolearn about many of thetechnological and proce-dural changes impacting therepair of GM vehicles.

As anyone who worksin the collision repair fieldin 2014 surely knows, this isthe era of adaptive cruisecontrol, high-strength steels,aluminum, blind spot detec-tion, collision avoidancefeatures and other thingsthat make it impossible torepair vehicles the way youdid even five years ago. Inorder for shops to staycurrent on proper repairmethods in these fast-mov-ing times, GM WholesaleSpecialist Tom Seagraveurged the repairers in theroom to always refer toOEM-recommended proce-dures. He recommendedthat shops check outwww.genuinegmparts.com,which features a specialCollision Repair section of-fering repair/warranty in-formation and servicebulletins for General Motorsvehicles. Elsewhere on thesite, a Related Links tab

connects users to I-CAR,ACDelco and other trainingand technical resources.

If youre looking forcollision repair information,its on this website [and] itsfree, Seagrave says.

Additionally, he notedthat a new CollisionLinkplatform (www.oeconnection.com) is currently beingrolled out in small incre-ments, which should be ofinterest to users as all ofGMs rewards programs aretied to electronic ordersthrough CollisionLink. Healso shared news that GM iscontinuing to patent itsbody parts (a trend thatstarted with the 2013 vehi-cles), which has helped themanufacturer maintaincompetitive pricing andeliminate the copying ofGM parts by non-OEM enti-ties.

Elaborating on the OEMtheme, GM Wholesale PartsInstructor George Tuchman

advised that OEM serviceinformation will help re-pairers identify the differentmetals and materials in aparticular General Motorsautomobile. For example, ifa 2014 Malibu shows up tothe shop with front raildamage, opening up GMService Information willhelp the technician properlyidentify the steels used,what is repairable or whatmay require replacement.

How do you knowwhat the proper proceduresare when it comes to a re-pair? he asked. What areyour liabilities? If some-thing is not repaired prop-erly, when this car gets intoan accident again, will itmeet the OEM standards itwas designed for?

Of course, no discussionon proper repair proceduresthese days would becomplete without a consid-erable focus on aluminum a trend being advanced by


worKiNg SMArT: Chapter Meetings elevaterepairer Knowledge by Joel Gausten

GM Wholesale Parts Instructor GeorgeTuchman stressed the importance of following OEM procedures.

GM Wholesale Specialist TomSeagrave wants AASP/MA

members to check out www.genuinegmparts.comfor free repair information.

the need for lighter, moredynamic vehicles.

Some of this is dictatedby fuel efficiency, he re-vealed. Theyre talkingabout 50 miles-per-galloncorporate average fuel econ-omy by 2025.

Naturally, lighter vehi-cles mean the use of differ-ent metals and materials,causing a greater emphasison following GMs recom-mended procedures thanever before.

As Tuchman said, Ifthat car is not put togethercorrectly, think of all the

structural safety aspects ofthe vehicle.

Other topics explored inTuchmans presentation in-cluded tools and equipment(including the MatrixWand/www.thematrixwand.com), proper weldingprocedures, work on high-voltage vehicles and mod-ern engine technology. Inaddition to the new GMBody Control & Safety Sys-tems reference book, atten-dees received a free CDloaded with GM resourcesand service information.

The next Western Chap-ter event will be a specialHoliday Party (for all activechapter members) at Slainteon December 16. For moreinformation, contact West-ern Chapter Treasurer MikeBoucher (Custom AutoBody) at (413) 525-4201.

old lAw, New SpoTlighT

On October 21, theAASP/MA MidState Chap-ter used their quarterlymeeting at the Doubletreeby Hilton Hotel in Westbor-ough as an opportunity toremind members of a little-known but extremely im-portant law that shopsmust follow in the Common-wealth. Since 1990, a statutein Massachusetts has statedthat if a licensed appraiser(in the course of performingan appraisal) determinesthat the vehicle no longermeets required safety oremissions standards, thenthe appraiser is responsiblefor removing the inspectionsticker (replaced by a 20-day temporary sticker) untilthe vehicle is repaired. Theinspection sticker is to be re-moved from the vehicle ifproblems are uncovered inthe following areas: Brakes,

exhaust system, fuel tank,horn, lighting, seat belts,sharp protruding metal,steering/suspension, tiresand windshields/wind-shield wipers.

Although this law hasbeen on the books for nearly25 years, little has beendone to enforce it amongappraisers. However, all ofthat changed earlier thisyear when the AttorneyGenerals Office went afterMetLife for not removingthe sticker when anappraisal uncovered theabove issues. Ultimately, theinsurer was ordered to paya $250,000 fine an eventthat sent shockwavesthrough the states insur-ance and automotive indus-tries. As a way to betterfamiliarize AASP/MAshops with their responsi-bilities under the law, theassociation welcomed attor-ney James Castleman for atutorial on the dos anddonts regarding state in-spection stickers.

Its clear that all li-censed auto damage ap-praisers in Massachusettsare supposed to be follow-ing inspection [sticker]statutes and regulations,he said, stressing that thosewho neglect to adhere to thelaw could face liability is-sues in addition to a heftyfine.

This is a safety issue,he warned. If in fact a ve-hicle is not safe to drive,maybe it shouldnt be onthe road. Do you want to bethe person in the other lanewhos just driving along,and some piece of metalsticking out crosses the roadand hits your car, does dam-age [to it] and causes per-sonal injury to the people inyour car?

Although Castlemannoted the use of a 20-daytemporary inspectionsticker in this process, heraised concerns over thispractice.

In my mind, theres aquestion about [the] safetyof operating those vehicles,but thats what the law isthats on the books, hesaid.

Castleman added that,if an appraiser recognizesthat a damaged repairablevehicle has incurred dam-age that would impair itsoperational safety, theappraiser must immediatelynotify the owner of the ve-hicle that it is unsafe todrive. Also, if an appraiseris unable to get into a car toremove the sticker, then thatappraiser is required to fillout a form to give to theowner of the vehicle to in-form them of the legal obli-gation to get the inspectionsticker removed.

With the inspectionsticker statute gaining newmomentum in the state, se-rious questions are beingraised regarding how thelaw affects the ADALBsrecent ruling that granted

continued on pg. 46


At the MidState Chapter meeting onOctober 21, Western Chapter Acting

President Dan Lamontagne presented personalized AASP/MA

jackets to Tom Ricci (who served aspresident during the 2010 merger)and Molly Brodeur (who will serve

as AASP/MA's next president)in appreciation of their service

to the association.

Attorney James Castlemandiscussed appraisers legal

obligations in handlinginspection stickers.


COVER STORY

MASSACHUSETTS


insurers the ability to usedigital photos to appraisevehicles, rather than be inthe physical presence of thevehicle.

It seems to me that thismay negate the ability to dothese remote appraisals,Castleman said. If youregoing to comply with the

inspection sticker law,somebodys got to be thereremoving those stickers.

More insight into the in-spection sticker law is avail-able in Castlemans LegalPerspective feature (GetOut Your Window GlassScrapers) in the September2014 issue of New EnglandAutomotive Report (availableonline at www.grecopublishing.com).

The NATioNAl MoveMeNT

The October 21 Mid-State Chapter meeting alsoincluded a presentation byMississippi-based attorneyJohn Eaves Jr., who ap-peared in an effort to gainsupport from Massachusettsshops in his multi-statelawsuit against a number of

insurers for short pays andsteering practices that heclaims are having a detri-mental effect on the colli-sion repair industry.

Speaking with New Eng-land Automotive Report fol-lowing the meeting, Eavessaid he expected to have be-tween 25 and 30 states filedby October 31, adding thatthere were over 400 shopsinvolved in the suit at thetime of this writing.

The common thread ineverything is that the insur-ance industry is in a race tothe bottom, he said. [Car-riers are] competing withother insurance companiesto cut corners so they canincrease their profits.

Eaves believes that apositive ruling in the casewould help shops make the

choice to properly repair thevehicle without having tocut corners and receive thefair compensation necessaryto pay employees a realisticwage and adequately adaptto aluminum and otherfuture challenges to theindustry.

We want it so that theAmerican public benefitsfrom having shops that areloyal to them, instead ofloyal to the insurance indus-try, he says.

The lawsuit is one ofseveral initiatives that Eavesis pursuing on behalf of theauto body industry. Moreinformation is available atwww.safecars.us.

MS attorney John Eaves Jr. isbuilding a substantial case against

the auto insurance industry.

continued from pg. 41

Making a sale today has certainlybecome more difficult. In times of eco-nomic expansion when everyone isbusy, the level of activity in a shop canhide many of the sins that becomeglaringly apparent as the economyslows down. While the economy is im-proving right now, many want to see itimprove faster. If you are in sales and as repair owners and advisors,you are you have two choices. Youcan wait for the economy to improvebefore you take action, or you can takeresponsibility NOW for your successand start improving today.

I offer you three simple steps youshould take to improve your sellingskills. Following these steps will havean immediate and dramatic effect onyour selling success.

BE POsitiVE. Do every-thing you can to develop,maintain and protect yourattitude. Enthusiasm is a

MUST if you want to be suc-cessful in sales. People (a.k.a. yourcustomers) are attracted to peoplewith positive attitudes. The sale al-ways starts in your mind based onyour attitude, belief in your abilities,quality of your product or service andthe value you believe your companyprovides, in addition to your ability tosuccessfully convey that high level ofconfidence to your customer. Ninetypercent of your selling success is liter-ally on YOUR shoulders because itsin YOUR head!

Need help improving your atti-tude? Reading books like The LittleGold Book of YES! Attitude by JeffreyGitomer and The Energy Bus by JonGordon will help you. Make use ofyour commute to and from work bylistening to programs like Attitude isEverything by Keith Harrell and How toStay Motivated by Zig Ziglar. Booksand audio programs such as these willdefinitely impact how you interactwith the people around you, increas-ing your sales along the way.

BE A liFElONGlEARNER. To be truly suc-cessful in sales, you must

become a student of atti-tude, prospecting, appoint-

ment making, rapport building,interviewing, listening, presenting,building value, reading body language

and asking for the sale. Instead ofimproving their sales skills, too manyadvisors and shop owners just barelyget by using a very basic skill setresulting in mediocre sales. Instead of20 years experience over time, these


180BIZ FEATURE

continued on pg. 56

1

2

iMproviNg SAleSiN JUST Three eASy STepS

by Rick White


As a member of the Alliance of Automotive Service providers of Massachusetts (AASp/MA), i will abide by the associations bylaws and code ofethics. i understand that membership in AASp of Massachusetts is non-transferable, and i must remain current with my dues in order to be a member in good standing. i understand that if i discontinue my membership that i must immediately cease using any association promotions,logos or materials. Additionally, i understand that as part of my AASp of Massachusetts membership, i will receive New England Automotive Report, the official publication of AASp of Massachusetts, faxes, emails and other mailings.

2014 MEMBERSHIP APPLICATION

BUSINESS INFORMATION:

Mr. Mrs. Ms.Business Representative Name: ____________________________

Business Name ____________________________________________

MEMBERSHIP TYPE

REPAIRER MEMBER (check one)Collision Repair ShopMechanical Repair ShopBoth, Collision & Mechanical Repair ShopsOther Repair Shop

SUPPLIER/ASSOCIATE MEMBER (check one)Auto Paint/Crash Parts/Auto Parts/WholesalerEquipment/Tool SupplierManufacturer/Sales AgentServices (Computers, Software, Vehicle Rental, Other)

LIST OTHER SPECIALTIES ____________________________________

________________________________________________________

What benefits motivated you to join AASP of Massachusetts?

________________________________________________________

PERSONAL INFORMATION:

Name ____________________________________________________

Nickname ________________________________________________

2014 ANNUAL MEMBERSHIP DUES (The AASP membership year is from January to January 2015)

Total Due ....................................................................................$395.00NEW! Political Action Committee (PAC)Donation ...............$_____

Check or CashCredit Card: Visa MasterCard

Card Number: __________________________________________

Expiration Date: ________________________________________

Signature: ______________________________________________

Date: __________________________________________________

*** PLEASE TYPE OR PRINT LEGIBLY ***

12 post office Square, 6th Floor Boston, MA 02109phone: (617) 574-0741 | Fax: (617) 695-0173|[email protected]

For oFFiCe USe oNlyCheck Number ______________________________Check date ________________________Check Amount ______________________________date Joined ______________________________Member Number ______________________Next Bill date ______________________________

Street Address ________________________________________________________________________________________________________

Mailing Address ______________________________________________________________________________________________________

Phone Number ( )____________________________________ Fax Number ( ) __________________________________________

E-mail Address ________________________________________ Web Site Address ____________________________________________

Enrolled By (Name and Address) ________________________________________________________________________________________

Street City State Zip

Street City State Zip

Just like good tools and equipment, membership in AASP of Massachusetts is avaluable investment. AASP of Massachusetts works for you through

such outstanding programs as: (1) management and technical training; (2) discount uniform rental; and (3) a wide variety of other business services.

Put AASP of Massachusetts to work for you today. COMPLETE THE MEMBERSHIP APPLICATION AND

RETURN IT WITH PAYMENT TO AASP OF MASSACHUSETTS.

As required by the U.S. Tax Code, AASP of Massachusetts, Inc. informs its members that 75% of the dues paid to the associationare tax deductible. The remaining 25% is allocated to legislative activities and is not tax deductible.

MASSACHUSETTS



individuals end up with one year of experience repeated20 times! Can you see the difference?

You decided to own your own business or pursue acareer in sales and it is your responsibility to become thebest that you can be. Getting better one customer at a timeis a recipe for disaster as you waste opportunity after op-portunity over time. It is your duty and obligation to cul-tivate your abilities and practice on your own timeoutside of work. You need to make yourself so valuable tothe industry that your skills will always be in high de-mand. Sopick one of the topics above and get training!

BEcOME AN ActiVE listENER. One of themost important skills needed for success insales (and even life) is being a great listener.Typically, listening today means listening to the

first few words the customer says and then disen-gaging from the conversation so that you can developyour own response. Even worse, you talk over the cus-tomer because you feel what you have to say is more im-portant than what the customer is saying. Activelylistening to both the words your customer says, as well ashow they say them, is a skill worth learning. How can youhelp a customer get what they want if you dont fully lis-ten to what they are saying?

You become an excellent listener by being patient andtruly appreciating what the other person is saying. Just re-member, agreement is not the goal; understanding is. Uselistening signals when talking with your customer likeshaking your head or injecting an occasional I see ormmhmm into the conversation. This lets the customerknow you are really listening to them. Take notes and askclarifying questions. Your goal as a listener is to get thesame image in your mind as your customer has in theirs.After your customer is done speaking, take a deep breathto make sure they are finished speaking and then re-phrase what you heard in your own words to make surethat you heard them correctly.

So there you have it. Three simple steps that, whenfollowed, will improve your selling skills. Doing so willmake you so valuable that you will always have a job, re-gardless of the state of the economy. People are out theregetting their vehicles fixed and maintained somewhereright now; are YOU the one getting the job?

AdAlBopens regulations fordiscussioncontinued from pg. 10the association will continue to advocate for fairness for repair-ers and their customers.

If you are not a member of the association, I strongly en-courage you to join today. Throughout this process, we want toencourage changes that assist all registered repair shops in theCommonwealth, which means we want to hear from all sectorsof the industry. Become a part of our voice and create changeswith AASP/MA. Start 2015 - building the success of the auto repairindustry. Sincerely,

Executive Director

About rick white & one eighty Business SolutionsRick White is a managing member of One Eighty BusinessSolutions (180BIZ), a Virginia-based coaching andbusiness solutions provider to the automotive and truckrepair industries. Ricks clients consider him a trustedadvisor, helping them to increase profits and free timewhile reducing stress. If you would like more business tipsand thoughts just like this, please visit our Facebook pageat www.facebook.com/ 180biz. 180BIZ provides affordable, down-to-earth, one-on-one business coaching with no long-term commitments and amoney-back guarantee!To see how we can help you and your business,please email us at [email protected] or call (540) 833-2014.

MASSACHUSETTS


improving Sales in Just Three easy Stepscontinued from pg. 49

what the Future holds For youcontinued from pg. 37prediction: Techs will need to invest in their hand tools, andshop owners will need to purchase newer consumables. Re-member: Everyone is watching the quality of repairs. There arearticles and videos all over the Internet on post-repair inspec-tion, diminished value and lawsuits about poor repairs. Theconsumer is asking for this, and the people who are looking areoften experts. If you dont raise your standards, you will seemore and more issues with the quality of repairs. This coulddirectly affect you and your business.

In general, if your equipment has not been purchasedwithin the past five years, your techs have not been to somekind of training in five years or your techs have never beentested on welding and everything we mentioned above is for-eign and unbelievable, then you may need assistance in decid-ing what you want to do for a living in the future.

We hope this article has helped the industry to better under-stand what the future holds. Remember that todays advancedconstruction and material vehicles will not let you repair themincorrectly. Improper repairs will break and fail if repaired incor-rectly. Be proactive; protect yourself through education andtraining.

Feel free to contact us if you have any questions.

lArry MoNTANez, CdA is co-owner of P&L Consultants with Peter Pratti Jr.P&L Consultants works with collision repair shops on estimating, production andproper repair procedures. P&L conducts repair workshops on MIG & resistancewelding, measuring for estimating and advanced estimating skills. P&L also con-ducts investigations for insurers and repair shops for improper repairs, collision re-pairability and estimating issues. P&L can be reached by contacting Larry at (718)891-4018 (office), (917) 8603588 (cell), (718) 6462733 (fax) or via email at [email protected]. The P&L website is www.pnlestimology.com.JeFF lANge, pe is president of Lange Technical Services, Ltd. of Deer Park, NY. Jeffis a Licensed New York State Professional Engineer who specializes in investigatingvehicle and component failures. Lange Technical Services, Ltd. is an investigativeengineering firm performing forensic vehicle examinations and analysis for accidentreconstruction, products liability and insurance issues. Jeff can be reached at (631)667-6128 or by email at [email protected]. The Lange Technical Services, Ltd.website is www.langeTech.net.

MASSACHUSETTS


MASSACHUSETTS


3


180Biz ..............................................................49American Honda............................................56Audi Group ....................................................27Axalta Coating Systems ..................................4Bald Hill Chrysler Jeep Dodge Ram..............8Balise Wholesale Parts Express ....................26Baystate Chrysler/Jeep/Dodge ..................42Bernardi Group ........................................30-31Best Chevrolet ..............................................IFCBMW Group ..............................................38-39BMW/Mini of Warwick ................................11CCCOne..........................................................23Clay Subaru ....................................................52Colonial Auto Group ......................................6Empire Auto Parts..........................................25Enterprise ........................................................53First Chrysler-Dodge-Jeep-Ram ..................42First Ford ........................................................42First Hyundai..................................................42Ford Group ....................................................44Future Cure ....................................................10Goyettes Inc. Auto Parts ..............................25Honda Group..................................................48Hyundai Group..............................................57Imperial Chrysler-Dodge-Jeep ......................6Imperial Ford..................................................36Infiniti of Norwood........................................14IRA Group..................................................12-13Jaffarian Toyota/Volvo..................................22Kelly Automotive Group............................IBCLinders, Inc. ..................................................58Long Automotive Group ..........................OBCMazda Group..................................................47McLaughlin Chevrolet ..................................46Mopar Group..................................................23NORTHEAST 2015........................................7Nissan Group....................................................9Nissan World of Dartmouth ........................42PPG ....................................................................3Robertsons GMC Truck ................................45Sarat Ford-Lincoln ........................................53Sentry Group ..................................................28Subaru Group............................................50-51Tasca Group ....................................................54Toyota Group..................................................35Village Auto Group........................................34VW Group ......................................................29Wellesley Toyota/Scion ................................45

AD INDEX

AUTAUT MM TIVETIVEN E WN E W E N G L A N DE N G L A N D

the lawsuit. Again, the awarding ofthese significant damages is not discre-tionary; if the employee proveshis/her case, then the court mustaward these damages.

Conclusion:Massachusetts wage and hour

laws are somewhat complex, but it isimperative that both employers andemployees try to understand how theyaffect their particular situations. This

article just touches on the basics, buthopefully, it gives an understandablesummary of what the law provides.

Attorney James Castleman is a managing member of Paster,

Rice &Castleman, LLC in Quincy, MA. He can be

reached at (617) 472-3424 or atjcastleman@

prclawoffice.com.

continued from pg. 21

MASSACHUSETTS


LEGAL PERSPECTIVE

new england automotive report november 2014

Documents

new england collision

aaspma presidenton

new bedford

aaspma president

n dserving

great dealof

auto repair industryplus

tivetiven e wn e w e