December 2009 New England Automotive Report

Transcription

Serving The New England Collision AND Mechanical Repair Industry
December 2009
U.S.A. $5.95
www.grecopublishing.com
2 December 2009
New England Automotive Report
December 2009 3
NOTHING FITS LIKE GENUINE TOYOTA PARTS
To maintain the appearance, performance, and safety of your customer’s Toyota,
it's important to make sure it’s repaired only with Genuine Toyota Parts. Imitation
or used salvage parts save money, but these parts may not meet Toyota's high
standards for quality, fit, and corrosion resistance. For a perfect fit, engineered to
exact specifications to ensure quality and performance, use Genuine Toyota Parts.
For Toyota Genuine Parts please call one of these authorized local Toyota Dealers:
IRA Toyota Danvers
161 Andover Street
Danvers, MA 01923
PH:800-774-8411 ext.1
Local:978-739-3706/8385
FAX:978-739-8098
Copeland Toyota
970 West Chestnut Street
Brockton, MA 02301
PH:800-842-3313
Local:508-584-9278
Fax:508-559-9264
Bernardi Toyota
1626 Worcester Rd (Rte.9 East)
Framingham, MA 01702
PH:800-248-3035
Direct:508-879-1520
FAX:508-879-7895
[email protected]
www.iramotorgroup.com
[email protected]
www.copelandtoyota.com
[email protected]
www.bernardiautogroup.com
Jaffarian Toyota
600 river Street
Haverhill,MA 01832
PH:800-323-6805
Direct:978-374-6975
FAX:978-372-0674
Wellesley Toyota
216 Worcester Street
Wellesley,MA 02481
PH:800-734-0006
Direct:781-237-4042
FAX:781-237-3481
[email protected]
www.jaffarian.com
[email protected]
www.wellesleytoyota.com
4 December 2009
Toyota of Nashua
10 Marmon Drive
Nashua, NH 03060
PH:603-891-5637
Direct:800-231-0688
FAX:603-888-4960
[email protected]
www.toyotapartsdelivered.com
N
E
W
E
N
G
L
A
N
D
AUT M TIVE
MASSACHUSETTS/
RHODE ISLAND
EXECUTIVE DIRECTOR’S OFFICE
464 Common St., #263
Belmont, MA 02478
Phone: 978-749-9695
Fax: 978-749-0687
email: [email protected]
website: www.aaspmari.org
ASSOCIATION OFFICERS
PRESIDENT
Rick Starbard
VICE PRESIDENT
Bill Cahill
TREASURER
Russell Bradway
SECRETARY
Gary Cloutier
MECHANICAL DIRECTOR
Bob Baylis
COLLISION DIRECTOR
Alex Falzone
ASSOCIATE DIRECTOR
Michael Coran
NORTHEAST CHAPTER DELEGATE
Alex Falzone
EDUCATIONAL DIRECTOR
Jeffrey Choy
GENERAL DIRECTORS
Russell Hamel
Brian Hohmann
Butch Rand
Mark Millman
EXECUTIVE DIRECTOR
Peter Abdelmaseh
CONTENTS
9
December 2009 • Volume 7, Number 12
SAVE THE DATE: NORTHEASTTM 2010 to be Held March 19, 20, 21, 2010
10 A Special Message From Imperial Chrysler/Jeep/Dodge
Technical Spotlight
13 What is Customer Service?
by Mark Giammalvo
Vendor Spotlight
18 Kelly Automotive Group Welcomes 2010 with Expanded Services,
Harley Giveaway
by Joel Gausten
NACE/AAPEX 2009 Recap
21 AASP National Meeting Offers Right to Repair Update
21 State of the Aftermarket Explored at NASTF General Meeting
23 AASP Introduces Marketing on a Shoestring Budget
by Joel Gausten
Local Update
30 Jaffarian Open House/Training Draws Over 100 Repairers
by Alicia Figurelli
Feature
32 Success in the Thousands: Inside the DEG’s Second Year of
Industry Service
by Joel Gausten
Cover Story
38 TRUE Unity: Industry Members Celebrate AASP’s 10th Birthday
by Joel Gausten
PUBLISHER
Thomas Greco ([email protected])
MANAGING EDITOR
Alicia Figurelli ([email protected])
EDITOR
Joel Gausten ([email protected])
CMARA Update
43 CMARA Ends 2009 on Optimistic Note
by Joel Gausten
ADVERTISING DIRECTOR
Norman Morano
(800)991-1995 ([email protected])
ART DIRECTOR
Lea Velocci ([email protected])
PRODUCTION MANAGER
Megan Maletich ([email protected])
CONTRIBUTING EDITORS
Rick Starbard • Bill Cahill • Peter Abdelmaseh •
Leon Bousquet • Mark Giammalvo • Tom Beck
Published by: Thomas Greco Publishing, Inc.
244 Chestnut Street, Suite 202, Nutley, NJ 07110
Corporate: (973) 667-6922 / FAX: (973) 235-1963
Advertising: (732) 280-6000 / FAX: (732) 280-6601
PLUS
6 Vice President’s Message
46 Index of Advertisers
New England Automotive Report is published monthly by TGP, Inc., 244 Chestnut Street, Suite 202 Nutley, NJ 07110. Distributed free to qualified recipients; $48 to all others. Additional copies of New
England Automotive Report are available at $5 per copy. Reproduction of any portions of this publication is specifically prohibited without written permission of the publisher. The opinions and ideas
appearing in this magazine are not necessarily representations of TGP Inc. or of AASP MA/RI or CMARA. Copyright © 2009 by Thomas Greco Publishing, Inc. Cover image ©istockphoto.com/DNY59.
December 2009 5
Vice President’s Message
The Year
in Reflection
Bill Cahill
I look over the past year and see all the work the association
has done. I want to thank our Board of Directors and members
that have participated over the last year to make AASP MA/RI
such a success. Once again, AASP MA/RI chose to pursue an aggressive agenda.
AASP MA/RI filed two pieces of important legislation; we
filed the Labor Rate Bill again on the collision side and introduced Right to Repair Plus [+] mostly for the mechanical side,
but more importantly for the industry as a whole.
At the time of this writing, the hearing for Right to Repair for all three versions filed - is behind us. The bills have gone to
executive session where the committee will decide (behind closed
doors) which bill, if any, comes out of committee and moves on
through the process. Meanwhile, we wait for a hearing date on
the Labor Rate Bill, which is likely to be after the first of the year.
It all started so quietly in January when both bills were filed.
Then, for the next few weeks, it turned into a sprint to collect cosponsors and support for the bills. The next item was to take meetings with the legislators overseeing the committees, along with
various officials, all the while making arguments for our causes
while waiting for the hearing process.
Although we rarely are working with the same legislator or
official, at times it does happen that we take a combined meeting
for both Labor Rate and R2R+. Hard to believe, but as closely as
we work together, it usually breaks down to working on parallel
paths between the mechanical and collision side of the association
on legislative efforts. Peter Abdelmaseh does a great job bridging the two sides and gives his all to represent us along with Marty
Corry, our lobbyist.
This past year saw yet another successful Golf Outing, as
well. As usual, it was a very fun and productive event, raising
money for our scholarship fund. We must thank Rick Starbard,
Peter Abdelmaseh and Michael Coran for their hard work in making this a fun and memorable event once again.
On a more ominous side, we as an industry witnessed the near
implosion of the auto industry all around us, with GM and
Chrysler filing for bankruptcy. The ensuing domino effect disrupted part suppliers and the parts chain from some OEMs. The
economy and credit market in general has taken a big hit, and for
better or worse, it feels like the worst is almost over.
We have attended a pair of National AASP Board of Directors
meetings, with Rick Starbard presiding as National President. The
national group continues to expand, as we bring in another new
affiliate state association - this one based out of Texas. We did
this at our November meeting during Industry Week in Las Vegas.
Our national group once again showed its flexibility, working
with the entire industry by voting in a diverse group made up of
parts suppliers, PBE suppliers and repair and collision shops.
Russ Bradway, AASP MA/RI treasurer, also had the opportunity to attend the NASTF meeting in Las Vegas during Industry
Week. He reports that the system is alive and well, taking steps to
receive any and all complaints. But we all know NASTF has no
way of fixing the problems we face. They cannot demonstrate any
way of changing the OEMs’ policies of how they conduct business with the aftermarket, which is what is really needed for the
fix. NASTF exhibits their ineptness by glossing over meaningful
presentations, which outlines the degree of problems we face
while promoting minor gains.
The collision group continues working with the DEG on the
national level. This group’s progress is unprecedented with changing unfair collision labor times in common databases. One labor
time alone was changed from a seven-hour operation to over 28
hours. While most jobs add only a fraction of that time, on a dayto-day basis, it adds up quickly for collision shop owners.
As we enter the new decade (yes, I said “decade”), our association looks to move forward and grow and at the same time
AASP celebrates its 10th anniversary. After a messy breakup with
ASA a decade ago, our association continues to show its resiliency. I think Rick Starbard said it best when he described
AASP National being driven by how the affiliate states influence
the direction of the association, not the association directing the
affiliate states.
All I know is, 10 years ago, I never figured we would be
where we are now. Most said AASP wouldn’t make it. I think we
have proven the naysayers wrong, and look forward to the New
Year and the next decade.
Mass./Rhode Island
6 December 2009
New England’s Award Winning Jaguar Dealership for more than 35 years.
WOBURN FOREIGN MOTORS
Parts Direct: 1-339-645-2472
Toll Free: 1-800-984-9623
Fax: 1-339-645-2492
Web: www.woburnjaguar.com
Prompt,
Professional,
Courteous
Parts
Department
394 Washington Street,
Woburn, MA 01801
December 2009 7
QUIRK
GM PARTS DEPOT
1250 South Willow St.
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formerly
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Fax: 800-641-5554
Local: 603-669-8480
Fax Local: 603-641-5554
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8 December 2009
Save The Date!
PRESENTS
FEATURING
March 19, 20, 21, 2010
Meadowlands Exposition Center
Secaucus, NJ
For vendor information, please contact Joanne Ference
at the Meadowlands Exposition Center:
(P) 201-330-7773
(F) 201-330-1172
[email protected]
Or visit www.aaspnjnortheast.com
December 2009 9
Dear Valued Customer,
With all of the recent changes to the automotive industry, we appreciate your business and the opportunity to meet your automotive needs.
We wanted to bring to your attention that with the closing of Midway Motors as a
Jeep/Chrysler franchise, I was privileged to have had the opportunity to work with all
of you. I would like to personally thank each and every one of you for your business,
and for giving me the opportunity to assist you over the years with your parts needs.
At this time, I would like to inform you that I recently took a position with Imperial Chrysler Jeep Dodge in Mendon, Massachusetts. I will be managing the Wholesale Parts
department with current Parts Manager Ron Lombardo. Ron and I worked together at Midway for the past 24 years, and we both look forward to the opportunity to work with you
again in the near future. We will continue to provide you with the best customer service that you deserve and have come to expect.
All of us here at Imperial would like to welcome you, and are looking forward to
building on our lasting partnership. We have state-of-the-art catalogs with VIN matching and pride ourselves in getting the right part as soon as possible. In fact, we have
many delivery trucks and over a million dollars in inventory, and can usually get your
part to you in the same day. We also carry Ford and General Motors parts to serve all
your parts needs.
Contact our Parts Department for your wholesale parts needs or with any questions.
We look forward to working with you.
Sincerely,
John Lundy
Wholesale Account Manager
Ron Lombardo
Wholesale Operation Manager
Imperial Chrysler Jeep Dodge Parts Department: 877-272-0332
10 December 2009
New England
Automotive Report
is on the Web!
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Catch us on the Web!
J&R AUTO BODY SUPPLY CO.
The Proper Mix of People and Product!
For over 40 years, J&R Auto Body Supply has operated with the goal of
providing outstanding products, service and support to help customer
shops be as successful as possible. Our focus is on our customers
and the communities we serve.
Every year, J&R makes a charitable donation in honor of our customers;
this year’s donation was made to the American Heart Association to
honor the memory of our friend and co-worker, Matthew Latour, who
passed away tragically and unexpectedly this past year.
As we come to the close of another year, the staff and management of
J&R would like to thank all our loyal customers for their continued
support. We wish you all a happy and healthy holiday season,
and a prosperous new year.
image ©istockphoto.com/mxtama
82 Herbert St. • Framingham, MA 01702
Phone: 508-872-3594 or 800-649-6898 • Fax: 508-879-2374
www.j-rauto.com
Since 1961
December 2009 11
12 December 2009
Technical Spotlight
What is Customer Service?
Mark Giammalvo
Now, you might say that’s a loaded question. What one
person might think customer service is, another person may
differ in that opinion. In a sense, the term “customer service”
can really mean a whole package of items, from a simple
greeting at the onset of customer interaction, to the quality
of the actual product or service provided. Allow me to share
with you what I think customer service is, and is not, based
on a recent encounter with two different companies.
Several months ago, I received an email from my home
telephone provider, Verizon. I can honestly say that I’ve
never really had any problems with them. They have been
my land line provider for longer than I can remember, and I
also use them for cell phone and DSL accounts. In this email
that they sent, I was warned that a change to their DSL system was coming that may involve an interruption in me sending emails. The letter went on to state that, starting in
September of 2009, Verizon was going to “block” outgoing
mail on “port 25” and that, if my email program was using
this port, that it will have to be changed to “port 587.”
I decided to save the email in case I had a future problem. Sure enough, by the second week of September, I could
receive emails for the shop account, but I could no longer
send any. I followed the simple instructions for changing my
email software to use port 587 instead of port 25 for outbound
traffic. Still, no dice. I looked in several online forums but
could not find a solution to my problem. I then called the
DSL support number and began speaking to a male with a
noticeable - but unfamiliar - accent. As this support agent
took me through numerous setting changes and reboots, he
started to ask me some mundane questions, presumably to
pass the time. The first was a question about the weather here
in Massachusetts. The second question struck me as odd: “So,
what did you have for breakfast today?” Not that this question was unacceptable, but I knew immediately that I was not
speaking to someone from the U.S. It’s just not a question we
would normally ask a stranger here. I asked where he was
located and he stated, “India.” I’ll admit, I was surprised, but
not shocked, since I have heard that other companies, like
Dell, use support companies outside of the U.S.
In any event, after much frustration on both our parts,
the Verizon agent stated that the problem was on my email
account side, which is RCN. I hung up with him and called
RCN, where I spoke to an agent who stated that they had
been getting numerous calls from Verizon DSL account hold-
ers who were having issues sending email. Without even
bothering to go over any settings, the RCN agent advised me
to call Verizon back, because the problem was on “their side”
and that they needed to “unblock port 25” for my account.
Well, I called Verizon again, speaking to another person
overseas, and explained my dilemma. This particular agent
did not question my morning diet and we jumped through all
the same hoops that I had jumped through before with the
other agent. Again, I was told that the problem was on the
RCN side. Really frustrated now, I called back RCN; they
again advised that they could not address my issue because
they were sure the problem was on the Verizon side.
Now, a third call to Verizon, and I was pretty upset, to
say the least. After voicing my frustrations to my overseas
friend - this time a female - she told me that she would connect me to an “upper management” support representative
(read: The person in the cubicle next to hers). Sorry for the
wisecrack, but the whole thing was just getting more and
more absurd. I just want to be able to email again; just fix the
damn problem!
Now things went from bad to worse. I finally got to
speak to the upper level agent, actually located in the U.S.,
but he wanted me to pay a $35 fee for the use of the upper
level service. I then explained that I did not believe that I
should have to pay a fee to resolve a problem that I did not
create in the first place. Come on, now; I can see if it was
some setting that I screwed up, but the people at Verizon were
the ones that blocked port 25, wherever the heck that is, probably somewhere out in cyberspace. Eventually, the agent
agreed to give me a “one time upper level support access”
today, free of charge. Yes! They can hear me now!
In the end, it was all a monstrous waste of time. The
upper level support agent stated that they could only unblock
port 25 if I had a “fixed IP address,” and that, since my home
phone was not a business line, it could not be set as a “fixed
IP.” The agent then advised me to call their sales department
for a quote on adding a business phone line to my home account. In the end, I called back RCN, who recommended that
I no longer use my email client program They advised me to
just go to their web site directly from now on to check my
email. I wish someone would have just told me that in the
first place, during the first set of phone calls. I wish I could
charge them for my time spent on all this nonsense.
Now, fast forward to November. I had another chance to
December 2009 13
14 December 2009
December 2009 15
Technical Spotlight
learn what customer service really
is...or isn’t. We recently upgraded all
the shop computers and our online
network. In addition, I decided it was
time to replace my home laptop computer and wireless router for some
more up-to-date technology. I also
decided it would be convenient to upgrade my printer to a wireless model
so that I could print from my laptop
without having to connect any wires.
Being a big fan of HP printers, I decided to purchase one of their wireless OffceJet models to replace the
“wired” one that I had.
After following the instructions
closely, I found that I was able to
print from my desktop and from my
laptop, both without the need of any
wires connecting to either computer.
“I’m getting good at this.” (Or so I
thought). However, I found that, after
my computer and router were rebooted, I could print at the desktop
but not on the laptop. For some reason, my laptop could no longer “see”
the wireless HP printer on the network. After studying the accompany-
ing documentation, I still could not
resolve the problem, so I initiated a
call to HP’s technical support.
The agent I spoke to was very
professional, stated he was located in
New Delhi, India, and promised right
at the outset that he would resolve my
problem. The agent then asked permission to take over my computer
from his side and I agreed. It was
amazing to watch him navigate
through the numerous settings and
files in Windows 7 on my laptop. Finally, after just over an hour on the
phone, the agent found that my Norton antivirus was blocking the wireless communication to the printer.
With this change in place, the agent
then had me reboot my desktop, laptop, modem and router. Finally, we
verified that the repair worked. The
agent then asked if I would be interested in a warranty that covers the
printer and tech support. I have to
admit, I generally don’t purchase extended warranties, but this guy was
so professional that I figured that I’d
better get the support warranty, just
in case. After taking my order for the
extended warranty, the agent stated
that, due to the fact that the support
call had taken over an hour, his manager would like to speak with me.
The agent’s manager then came on
the line and asked me how my experience was with my HP agent. I told
him that it was great and that it was
refreshing to deal with professional
tech support like theirs. I said I was
glad that I had purchased an HP product.
The next day, I received a call on
my cell phone. It was the HP agent
just asking if my computers and
printer were communicating normally. I told them they were and
thanked him for calling to check.
Now that’s customer service.
Mass./Rhode Island
16 December 2009
New England AutomotiveReport December 2009 17
Vendor Spotlight
Kelly Automotive Group Welcomes 2010 with
Expanded Services, Harley Giveaway
By Joel Gausten
While the automotive industry is a much different place now than it
was a mere 12 months ago, the Kelly Automotive Group is still thriving
above and beyond expectations.
A Massachusetts mainstay since 1965, the group currently boasts
300 full-time employees and seven locations committed to providing a
truly memorable customer experience. The Kelly enterprise includes
Kelly Infiniti in Danvers, Kelly Nissan of Lynnfield, Kelly Honda of
Lynn, Kelly Jeep/Chrysler of Lynnfield, Kelly Nissan of Beverly, Kelly’s
House of Harley Davidson in Billerica and Kelly Collision Center in Beverly. Each dealership under the Kelly umbrella houses a $1 million inventory of high-quality parts and has next-day access to all manufacturer
warehouses. Kelly Nissan of Lynnfield is the group’s largest-volume
store, while the 20-year-old Kelly Infiniti holds the distinction of being the
first Infiniti dealer in the nation.
With over 20 delivery vehicles that cover not only the North Shore,
but the entire Greater Boston area, Metro West, the South Shore and all
of New Hampshire, the Kelly Automotive Group offers same-day delivery on all in-stock parts – often within a single hour.
“Every day, we have a run from Worcester to New Hampshire,” explains Kelly Parts Coordinator Tamara Strong. “The dealerships will help
each other out. If my Nissan dealership is going to Worcester, and my
Jeep location has one order to deliver, we’ll assist each other in getting the
deliveries to the customer.”
In addition to maintaining hands-on relationships with the group’s
vast clientele, Strong has access to the Nissan Consult, a tool that allows
her to go to a body shop and reset airbag codes on a vehicle that has
crashed. Unsurprisingly, this free service is a hit among body shops.
“It’s a money saver and a time saver,” she says.
Like many proactive parts professionals, the Kelly Automotive
Group family knows the value of participating in industry associations. In
addition to Kelly’s regular sponsorship of the AASP MA/RI Golf Outing,
Strong is a proud member of CMARA.
“With all the work that they do in trying to pass House Bill 1085
and increase the Labor Rate for the shops, [CMARA] just seemed like a
very good place for me to put my energy,” she says. “I go to the meetings
Left to right: Jeff Brown, Billy Sherman, Tamara Strong,Bob
Smith, Brian Murray and Tom Fedele.
This 2009 Harley Davidson Crossbones will be given away
to one lucky Kelly parts customer in 2010.
and learn a lot of valuable information about their business that I might
not have otherwise known. It’s been a very good relationship.”
In addition to Strong, the Kelly Automotive Group has some of the
most experienced and celebrated parts personnel in the industry. Kelly
Infiniti Parts Manager Jeff Brown is a 20-year parts veteran who holds Infinitinet and AFR certification in addition to being a past recipient of the
Infiniti Award of Excellence, while Kelly Honda Parts Manager Tom
Davis boasts an extensive history with his line. Kelly Nissan Parts Manager Tom Febele has been with the group for two decades, while Kelly
Jeep-Chrysler Parts Manager Bob Smith has spent the last 10 years of his
31-year career with the dealer. Jeep-Chrysler Wholesale Manager Harry
Lister is a 38-year veteran of the field, while Nissan Wholesale Parts Manager Billy Sherman has 30 years’ experience with the brand. Before taking over as parts manager of Kelly Nissan, 12-year parts veteran Brian
Murray got his start at Kelly Infiniti. Mark Loncich, parts manager of
Kelly’s House of Harley Davidson, has 14 years’ experience under his
belt. Thanks to the skills of its parts staff, the Kelly Automotive Group has
been able to survive and succeed in these trying economic times.
“We’ve been able to maintain a good level of inventory and continue to service our customers,” Strong says. “We’ve had our eye on expenses and tightening down, like everybody else. Everybody has
weathered this really tough storm, and hopefully we’re on the other side.”
As a special thank you to their loyal parts customers, the Kelly Group
has just launched a special contest that will award one lucky shop a 2009
Harley Davison Crossbones valued at $17,900.
As Strong says, “Every time a customer of the Kelly Auto Group
spends $3,000 in any one store per month, their name is going to be put
into the drawing for the Harley.” The contest runs until May 1, 2010, with
the drawing scheduled to be held on June 7.
After nearly 45 years in the parts business, the Kelly Automotive
Group is poised to carry on with its success long after the recession has
become a memory. When asked what has made the company remain
strong after all this time, Strong was quick to point out that the people
behind the counter make all the difference.
“We have so many people in each store who have been with our
company for so long that when the customers call, they’re getting somebody who’s been here 20 years,” she says. “I think that is a real asset.”
Mass./Rhode Island
18 December 2009
December 2009 19
20 December 2009
AASP National Meeting Offers Right to
Repair Update
Life in the automotive service industry may be changing by the
day, but Right to Repair remains a major agenda item for AASP National and the Automotive Aftermarket Industry Association (AAIA).
During the November 6 AASP National Board at the Sands Exposition Center in Las Vegas, Nv., AAIA’s Aaron Lowe offered an
overview of the Right to Repair Coalition’s numerous activities in the
national area.
Introduced in April, the Motor Vehicle Owners’ Right to Repair
Act of 2009 currently boasts 45 co-sponsors in the House.
“We’re hoping now that some of the issues with the auto manufacturers have calmed down, that will give us a little help,” Lowe said.
While potential exists in the House, a Right to Repair bill has yet
to find a home in the Senate.
“We are still hopeful that we will be able to get that done this year
in the next couple of months before Congress adjourns for the Christmas recess,” Lowe explained. “Nobody knows when that’s going to
be at this point.”
Lowe also provided an update on the Right to Repair movement
in New Jersey, where the bill has stalled in the Senate.
“The Democrats continue to dominate the Legislature, but the
governor went from Corzine to Christie, who’s a Republican,” Lowe
said. “If they have a lame duck session, we have to get it through that
lame duck session.
“There’s still an opportunity in New Jersey, and I think we still
have a shot if we get it through the Senate in New Jersey, which is the
last remaining hurdle,” he added. “Before he lost his election, Corzine
said he would sign it. Hopefully, he will keep that promise.”
Lowe added that the outcome of the lame duck session might influence AAIA’s continued work in the Garden State.
“If we don’t get it done in New Jersey this year, we’re going to rethink whether we continue to move in New Jersey,” he said. “ We’re
going to look at all the different options and decide what we’re going
to do next year.”
Right to Repair continues to face resistance in Massachusetts*,
where the opposition came out in full force at a September 15 hearing
on the matter before the Joint Committee on Consumer Protection and
Professional License in Boston.
“I will say that the vehicle manufacturers probably did the best
job they’ve ever done trying
to call into question the usual
issues they bring up,” offered
Lowe, who cited intellectual
property issues and the presence of NASTF as common
tactics used by the opposition
in appealing to lawmakers.
Moving forward, the
Coalition plans to continue
posting economic data on its
website, www.righttorepair.org.
Aaron Lowe of AAIA provided an
update on the Right to Repair
Campaign during the AASP National Board Meeting at AAPEX.
“We think this is pretty
significant in showing legislators how important the aftermarket is, and how
important this legislation is,”
Lowe said.
While its remains unclear if Right to Repair will
ultimately prove successful, it
appears that at least one leg-
by Joel Gausten
islative event for the automotive industry is over and done with.
“We don’t think we’re going to see a Cash for Clunkers bill come
back anytime soon,” Lowe said. “I think the government’s tired of that
issue.
“AAIA was very opposed to the Cash for Clunkers program; we
didn’t think it was the right way to go about it,” he added. “We support
new car sales; we just think scrapping cars that were perfectly good is
not a good idea.”
*The Massachusetts Right to Repair legislation promoted by AAIA
and the Coalition is not the same legislation as Right to Repair Plus
[+], the bill sponsored by AASP MA/RI.
State of the Aftermarket Explored at
NASTF General Meeting
Where does the recession leave the automotive aftermarket? Are
there ways for the field to take advantage of the shaky economic
trends? These and other questions took center stage at the November
3 general meeting of the National Automotive Service Task Force
(NASTF), held at the Mandalay Bay Convention Center in Las Vegas,
Nv.
During his “State of the Industry Address,” Steve Handschuh of
the Automotive Aftermarket Suppliers Association (AASA) offered
hope for the future of the automotive service industry.
“Generally speaking, the automotive aftermarket is fundamentally
very strong,” Handschuh offered. “When the economy begins to improve and people start going back to work, this industry is set for a very
strong rebound.
“There seems to be a general feeling that things aren’t going to be
appreciably better until sometime in 2010 – perhaps the second half,”
he added. “So we’re still going to be in for a tough environment between now and then.”
Handschuh noted that with 3,000 dealerships on the verge of closing their doors, the possibility of the aftermarket capturing a substantial amount of these dealers’ former business is incredibly strong.
“If all the dealerships that are slated to close [do so] by the end of
2010, it will create an extraordinary increase in aftermarket business,”
he said. “First of all, dealerships are responsible for the sale of about
$23 billion in wholesale. If 3,000 dealerships go out of business, it
moves about $2 billion to $3.5 billion worth of business into the aftermarket. On the service side, it is estimated that there is going to be as
much as $5 billion worth of service that will move from dealerships that
are closing into the automotive aftermarket.”
Despite this sudden influx of new work opportunities, Handschuh
cautioned that new car sales must eventually increase if the aftermarket is to prosper into the future.
“There is a short-term improvement in the aftermarket business
when new car sales go down,” he said, “but if new car sales continue
at a depressed level, it will catch up with the aftermarket in four or five
years.
“We benefit from a healthy new car sales environment,” he continued. “We benefit short-term as they all decline; in the long term, we
need new cars to continue to be sold and introduced into the driving
public.”
In closing, Handschuh summed up his presentation with a statement of optimism:
“The fundamentals are strong. I think great times lay ahead.”
In other NASTF news, Communication Committee member John
Cabaniss reported that the recent launch of the NASTF eNewsletter
was a success, with 650 direct recipients and thousands more receiving the publication via forwarded email. Additionally, he noted that
visits to the NASTF website at www.nastf.org continue to grow.
“As far as the major indicators, we’re up about 30 percent in terms
December 2009 21
22 December 2009
of usage this year over 2008,” he said.
While the aftermarket may be poised for
an eventual recovery, questions concerning
the health and effectiveness of NASTF remain. BMW, Porsche, GM and Chrysler have
failed to sign the NASTF Automotive Service Information Standards Agreement as of
this writing, while the escalating cost of repair data for the aftermarket continues to be a
bone of contention for many.
During his presentation at the general
meeting, John Jenkins of Connected Automotive Systems of New England explained how
using laptops with OEM software applications that have a “time out” feature could be
“a double edged sword.” On one side, the
“time out” method ensures access to the latest
version of the scan tool software and updates.
On the other side, the escalating cost of ownership for OEM tooling makes it difficult for
many shops to justify the software purchase
for the number of times they utilize this information. Currently, the application “time out”
occurs to encourage the user to sign up for a
subscription, despite the fact that the user
pays a licensing fee for that software.
Additionally, Jenkins’ presentation argued that the initial costs of hardware (which
can be upwards of $3,000 per OEM), coupled
with ongoing subscription renewal fees, make
multiple tool ownership impossible for many
shops. In response, NASTF is working to encourage OEMs to keep subscription costs in
line with delivery costs, hardware costs more
in line with what the dealer is charging and to
institute a “day pass” type of access for reflashing.
AASP Introduces
Marketing on a
Shoestring Budget
While advertising budgets may be the
last thing on some collision business owners’
minds in light of the current economy, there
are great ways to spread the word about your
services without emptying your bank account
in the process. This was the message sent during “Marketing on a Shoestring Budget,” an
AASP-sponsored course held November 5 at
the Automotive Aftermarket Products Expo
(AAPEX) in Las Vegas, Nv.
For 60 minutes, engaging host Rick
White (One Eighty Business Solutions) offered strong insights into the value of marketing in today’s economy, how automotive
businesses can effectively market their businesses without a big investment and the kinds
of ideas and tools these businesses can implement immediately to ensure greater business.
Above all, White advised attendees to develop ways to secure a positive “moment of
truth,” which he described as “any time a person can form an impression about your com-
AASA's Steve Handschuh offered hope
for the aftermarket during
NASTF's general meeting at NACE.
December 2009 23
24 December 2009
December 2009 25
pany.”
“Marketing involves everything that you
do to get your potential customers and your
products and services together,” White explained, “It’s the way your business works,
it’s how you do your business and how you
advertise.”
According to the presenter, the average
Rick White presented the
AASP-sponsored seminar "Marketing
on a Shoestring Budget" at AAPEX.
person is exposed to 3,000 advertisements
each day – a far cry from 30 years ago, when
“all you needed to do was hang a sign up and
you’d get business.”
In order for shops to truly compete for
new customers, White recommended that
they answer two vital questions: “As a potential customer, why would I drive past three
other shops to do business with you?” and
“As a business, what are you famous for?”
Answering these questions can be tricky,
as it might lead a shop to lose sight of the key
factors that make them stand out from the
pack and lead them into the black hole of
“vanilla advertising.” White explained that
this dilemma is often seen in the phone book,
where the “automotive” section is jam-packed
with homogenous, plain-looking ads listing
every service a shop performs (i.e. brakes,
batteries and transmissions).
“Speak in benefits, not features,” White
offered. “People don’t buy batteries; they buy
cars that start at 10pm in a dark, lonely parking lot.”
To illustrate his point, White displayed
an attractive shop ad that featured a graphic
of a baby behind the wheel of a car. He argued that the ad created an emotional response from the potential consumer, while the
“one stop service” statement included in the
ad offered a quick, to-the-point way of describing the shop’s services.
“[The shop owner] doesn’t tell the customer what he does or doesn’t do. Who
cares?” explained White. “Has this guy separated himself? Yes.”
As a possible alternative to spending unnecessary funds on advertising, White encouraged attendees to explore viral marketing
opportunities and community outreach activities. In White’s view, regular participation in
such organizations as the Boy Scouts (who
award a Merit Badge for Auto Repair), Girl
Scouts, Toys For Tots and Junior Achievement helps businesses reach out to their
neighbors and create a positive impression.
“When you working with people, understand that people want to do business with
people they like,” he said.
Additionally, White spoke of the importance of using customer testimonials to spread
the word about your business.
“When you say you do something,
you’re bragging,” he said. “But when you get
someone else to say it, it’s very powerful.”
Mass./Rhode Island
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December 2009 27
28 December 2009
December 2009 29
Local Update
by Alicia Figurelli
Jaffarian Open House/Training Event
Draws Over 100 Repairers
On November 17, over 100 repairers and industry supporters
from both the mechanical and collision repair industry gathered in
Haverhill, Ma. at Jaffarian Toyota for the dealer’s annual Wholesale
Parts Department Open House. The event – put together as a way to
say “thank you” to Jaffarian’s wholesale parts customers - featured
a buffet dinner, tons of great giveaways and some valuable hybrid
vehicle training by Toyota Motor Corp. Technical Field Specialist
Ted Harrington.
“We are very happy to see such a great turnout at this year’s
open house,” said Parts Manager Kevin Lawrence, who began the
evening with a brief introduction and description of the Jaffarian
mission to provide optimal customer service and parts. “Every year,
we want to do something for the people who we work with each day.
It gives us a chance to put a face to the voices we talk to over the
phone, and take some time to get to know our customers a little better. It’s our pleasure to welcome these shops into our dealership to
get a look at our operation, and also to present this industry training
opportunity on Toyota hybrids.”
Harrington’s presentation - which is also given to first responders including firefighters, police and emergency medical technicians - incorporated both interactive participation and video
information to engage attendees in learning exactly what to look for
when repairing a Toyota hybrid vehicle. To help illustrate the topics
discussed, Harrington distributed several hybrid parts among attendees to gain a hands-on understanding of these components.
One of the most critical things to remember when repairing a
hybrid vehicle is the importance of safety. “Safety gloves are a must
when dealing with these types of vehicles,” explained Harrington.
“There is the potential to receive a shock of up to 650 volts when
working with a hybrid car or light truck. If safety measures are not
in place, that could be very problematic for you or your employees.
“Keep in mind that what we are covering tonight is only the tip
of the iceberg,” Harrington added. “These vehicles are extremely
complex, and require extreme care when repairing them. If at any
time you are repairing a hybrid and have a question, or are unsure
how to proceed, by all means CALL JAFFARIAN. They have the
answers to your questions, and will be able to help you.”
“Tonight was a great example of the support that Jaffarian gives
our repairers, not only to our association but to the repair industry as
a whole,” noted AASP MA/RI Executive Director Peter Abdelmaseh, who was one of many AASP MA/RI members in attendance.
“The Jaffarian family has been a great AASP supporter for many
years, and we sincerely appreciate it. Tonight’s event was a great
way to give back to the repairers that do business with Jaffarian
every day, and yet another way that Jaffarian showed they are more
than just a parts supplier; they care about the industry with whom
they work.”
The Jaffarian family has been dedicated to providing outstanding customer service for four generations. This commitment, which
has included a focus on automotive wholesale parts for 25 years, has
made them the longest-running Volvo/Toyota/Scion dealership in
New England. For more information on Jaffarian Toyota, please visit
www.jaffarian.com.
Mass./Rhode Island
30 December 2009
December 2009 31
Feature
by Joel Gausten
A lot can happen in
24 months.
image ©istockphoto.com/Timurpix
In late 2007, the national
collision repair community was
abuzz with news of the Database
Enhancement Gateway (DEG), a revolutionary new system said to offer a legitimate, streamlined communication link between the
three major Information Providers (IPs) and their end users.
In an industry prone to roll its eyes whenever talk of “the
next big thing” hits the trade press, many were unsure if the
DEG – the first-ever joint venture between ASA, AASP and
SCRS – would attract enough attention and use to survive.
Now, two years later, the DEG is not only surviving, but
also thriving beyond all expectations. As of this writing, the
DEG has serviced approximately 1,700 Database Inquiries
since the December 2007 launch of www.degweb.org. This
feat is most impressive when considering that the industry is
currently facing a strong, recession-based decline in overall
workflow.
“I believe that in tough economic times like we are faced with
32 December 2009
today, collision repairers are looking more closely at the things they
can do to improve their efficiency and profitability,” offers DEG Administrator Bud Center Jr. “The DEG has a long and proven history of
helping collision repairers successfully process database-related inquiries. By working together to process an inquiry through the DEG
each time inaccurate data is found, we are helping the entire collision
industry to improve their efficiency and profitability.”
Earlier this year, Center took over the daily operations of the DEG
from original Administrator Aaron Schulenburg, who left to become
executive director of SCRS. According to Center, Schulenburg’s initial relationships with the Information Providers ensured a smooth
transition.
“The relationships between the DEG and each of the IPs was very
strong when I joined the DEG, and we have continued to build on
those relationships,” he says. “The DEG works closely with each of
the IPs to process database inquiries, and each of the IPs has shown a
tremendous commitment to improving the accuracy of the information
provided in their collision estimating systems.”
SCRS Chairman Barry Dorn, who also serves on the DEG Joint
Operating Committee (JOC), credits the Database Enhancement Gateway initiative for fostering greater understanding between IPs and the
repairers they serve.
“Having the ability to follow an inquiry
from start to finish gives the originator peace
of mind that someone is following up and will
continue to do so until the issue is resolved,”
he says. “I think all three [providers] will
admit that we have helped make their products better.”
Since its inception, the DEG has remained a free service for end users, thanks in
large part to the contributions of several corporate sponsors. Current DEG Platinum
Sponsors include DuPont Performance Coatings, CARSTAR Franchise Systems and
ABRA Auto Body & Glass, while Gold
Sponsors include WMABA, FIX Auto USA,
BASF, Airbag Solutions, Auto Body Hawaii
and the Alliance of Automotive Service
Providers of New Jersey (AASP/NJ). Collision Solutions and longtime industry presenter Jeff Hendler are current DEG Silver
Sponsors.
“The DEG relies heavily on our sponsors, and I believe the DEG provides industry-leading organizations and companies an
opportunity to show their support and commitment to the collision repair industry by becoming a sponsor of the DEG,” Center
explains. “The DEG provides a service to collision repairers around the globe that has an
obvious and substantial impact on helping to
improve both productivity and profitability. It
is the generous support of our sponsors that
helps to ensure the DEG service will remain
a no-cost service to the collision repair industry.”
“The businesses and groups that have
sponsored the DEG do so because they believe in the mission and they understand the
intent,” adds Dorn. “More importantly, they
see the value of this entity, and whether it was
someone from their organization, a client or
prior experience with DEG, we continue to
receive nothing but positive feedback from
the industry. Because the three national trade
associations solely fund the DEG, and because those associations do not charge a fee
for its use, we are very thankful for all of our
sponsors. We could not do it without them.”
Considering that all positively resolved
Database Inquiries are available at
www.degweb.org for easy viewing – and not
just available to the shop submitting the issue
– the DEG is benefiting thousands of shops
each and every day. Despite this fact, some in
the industry continue to struggle with database inquiries on their own despite the DEG’s
accessibility and ease of use. Naturally, this is
a dilemma that Center and Dorn would like
to see eliminated once and for all.
“I believe the fact that the DEG has
helped collision repairers successfully process
more than 1,700 database inquiries sends a
clear message; collision repairers have embraced the DEG with open arms,” Center
says. “That being said, I believe one of the
largest opportunities for all of us – the DEG
and our users – is to continue working to
spread the word about it, the great work we
are doing together and the tremendous impact
our work has on the entire collision repair industry.”
“I understand the frustration and the time
required,” reasons Dorn. “We have worked
very hard to make sure that the site is easy to
use. The collision repair community needs to
understand that with all of us questioning and
reviewing the times that currently exist, it
helps ensure that the information that comes
out is correct. If shops from around the country educate their estimators, customer service
reps, insurers and technicians about the DEG,
it will benefit the industry quickly, as needed
corrections will take place. This is something
that everyone can come together on, because
all parties involved want the best, most reliable data. For those who have never used the
www.degweb.org site, I encourage them to
do so.”
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December 2009 33
34 December 2009
December 2009 35
36 December 2009
December 2009 37
Cover Story
by Joel Gausten
For the thousands of repairers and industry professionals who
comprise the Alliance of Automotive Service Providers (AASP),
“strength in numbers” is much more than a mere catchphrase; it’s
a true way of life.
While in Las Vegas last month to participate in Automotive
Aftermarket Industry Week events, representatives from all AASP
affiliate organizations were on hand to usher in the national association’s 10th anniversary. For all in attendance, it was a joy to
know that a full decade has passed since a handful of states across
the country departed from the Automotive Service Association
(ASA) in the hopes of forming their own national automotive
trade group. Since its inception in 1999, AASP has grown to 11
state/regional associations representing over 8,500 automotive aftermarket businesses located in 22 states around the country. This
month, New England Automotive Report reaches out to AASP
MA/RI members as well as reps from other state affiliates to get
their thoughts on the national group’s past, present and incredibly
bright future.
Strength Through Diversity
One of the Commonwealth’s most active mechanical industry representatives, Bill Cahill has been involved in every stage
of AASP MA/RI’s growth since its formation in the late 1990s.
Before signing on as one of the association’s first members, Cahill
had been an active member of ASA’s Massachusetts affiliate since
1997.
“I was involved in the emission program and went to various
meetings on my own and met people from ASA,” he recalls.
Before long, Cahill received an invite from the state’s ASA
38 December 2009
Board of Directors to give a presentation on several issues with the
inspection program. As a result, he started attending ASA meetings on a regular basis and quickly joined as a full-time member,
often giving reports on the I/M program to the general membership. Eventually, he was awarded a seat on the Board. Fast-forward a few short years, and Cahill was one of several shop owners
working to build the newly-formed AASP’s presence in the Commonwealth.
After overcoming staffing issues and some of the other growing pains common of any new association, AASP MA/RI took a
major step forward in 2002 by greatly expanding the collision repair side of its membership and launching New England Automotive Report.
“[Growing the collision side] definitely strengthened our association; there’s no two ways about it,” Cahill says. “The state affiliate is more involved, and we’ve definitely grown financially
and grown with membership. Success is not just financial strength;
it’s about viability and being able to make a footprint and a difference. At this point in time, we now have the ability to make a difference. I couldn’t imagine us filing legislation 10 years ago, and
now we have two fine pieces of legislation at the State House –
one for collision and one for mechanical. I think that’s the direct
result of the collision industry’s influence.”
In addition to his regular work with AASP MA/RI, Cahill is
a regular presence at AASP National Board meetings. Unsurprisingly, Cahill is very quick to show his appreciation for his peers
on the national level.
“[AASP National Executive Director] Judell Anderson is
doing a great job,” he says. “I give her a lot of credit and accolades
December 2009 39
40 December 2009
December 2009 41
Cover Story
for what she’s doing. If her heart weren’t in
the right place, I don’t think we’d be where
we are today.
[Former President] Jim Bastone has
been the stalwart grandfather to the group,”
he adds. “Without him, I think we would
have been lost.”
Locally, Cahill remains proud of AASP
MA/RI’s consistent work on behalf of its
membership.
“Massachusetts is a tough place,” he
offers. “There are multiple collision associations, and there are multiple mechanical
associations. There are only so many people
who will join anything, so we’re vying for
the same limited number of members. It
makes things a little more difficult, but the
resiliency of our association is reflected in
the way we’ve grown.”
What’s in it for You
If you asked a random group of state
automotive association representatives to
identify the greatest challenge facing their
individual groups, you’ll very likely hear
the same answer across the board: Getting
people involved. But thanks in large part to
their close relationships with AASP Na-
tional, members of state affiliates reap the
benefits and rewards that can only come
from an association representing nearly
10,000 businesses across the country.
“You get a voice on the national Board,
and it allows us to participate on the Database Taskforce and in the founding of the
DEG,” explains current AASP National
President Rick Starbard, who also serves as
president of his MA/RI affiliate group. “It’s
brought benefits – like the Mitchell program – to our local affiliates that we wouldn’t be able to get as a stand-alone state
organization.”
For former AASP/NJ President
Tom Elder, affiliation with the national
group offers his state association invaluable assistance when they need it
the most.
“On the collision end, [AASP National] has helped us dramatically with
database issues and paint and materials issues,” he says. “They’ve done a
great job.”
Additionally, Elder remains impressed by AASP National’s vast reach
– which has resulted in consumers becoming far more aware of their rights
than in the past.
“I was giving a presentation at a
Volkswagen dealer on collision repair,
and someone there asked me about
Right to Repair,” he recalls. “All those
questions about Right to Repair have
been coming through the efforts of
AASP and the Right to Repair Coalition. It’s refreshing to have retail customers asking about Right to Repair; it
blew me away.”
After decades on the frontlines of
the industry, newly-elected AASP/NJ
President Jeff McDowell credits AASP
for helping the Garden State group become a prominent force in the national
spotlight.
“National affiliation offers national representation and insight into
what’s happening across the country in
terms of specific trends and the effects
of different state policies,” he says.
“Our state has a voice that’s carried
through the nation, and we can inform
the other states of our successes and
failures in bettering the industry.”
Perhaps the greatest recent victory
for AASP National has been its ongoing involvement in the DEG – an effort
that has seen the group work alongside
ASA and SCRS for the first time in hiscontinued on pg. 45
42 December 2009
CMARA Update
CMARA Ends 2009 on Optimistic Note
By Joel Gausten
Despite the trials and tribulations facing the automotive industry in recent
times, CMARA continues to thrive and
survive. As 2009 comes to a close, the association celebrates perhaps the most active 12 months in its long history.
“I think this was one of our most
promising years,” says CMARA President
Tom Ricci. “In the face of declining membership throughout various associations,
the best news we had was a great spike in
membership. We had some of the largest
monthly meetings we’ve ever had. We see
membership up, and participation in meetings is up dramatically as well. By working hard to get our name out there, we’ve
been able to get people interested in networking opportunities and issues that have
an impact on their business and livelihoods
again.”
CMARA members new and old were
especially active in regulatory issues this
past year, as association representatives
(along with members of AASP MA/RI and
MABA) came out in full force to protest
the controversial appointment of Progressive’s Karen Mills to the ADALB. With
Mills eventually resigning, a new spot on
the ADALB has become available for a
person from the auto body industry.
Additionally, CMARA is setting its
sights on continuing its Labor Rate Bill
campaign in the New Year.
“We have a large commitment of senators and legislators backing this bill,”
Ricci says. “We’re also going to continue
to work on Consumer Affairs information
as it relates to Section 108.” At press time,
CMARA expected to take part in hearings
on the bill in early 2010.
On the insurance front, CMARA was
successful in establishing productive dialogue with Allstate, who officially entered
the Massachusetts market on November 2.
The association’s third and most recent
meeting with Allstate, held November 10
in Marlborough, was a considerable success.
“They are professing to us that they’re
committed to customer service and are
looking at efficiencies,” Ricci says of the
insurer. “First and foremost, they’ve
showed us some new technology that
would help expedite claims handling and
repairs.”
Among Allstate’s new innovations is
the ability for consumers to file their own
claims online through Allstate’s enhanced
website.
“[CMARA and Allstate] share in the
same result, which is the customer’s great
experience, retention and satisfaction,”
Ricci says. “They are working on a partnership with us to get to those things.”
In addition, Ricci has good news to
report in other insurer-related areas.
“The expedited appraisal process that
CMARA and AASP proposed and re-
ceived approval for from the ADALB in
2008 is slowly being accepted by more insurance companies,” he says. “This will
dramatically help us process more cars
without the ‘parking garage effect.’”
CMARA is also actively pursuing involvement with Commonwealth Automobile Reinsurers (CARS) in response to that
group’s recent proposals to the Division of
Insurance.
“While cost containment has been
amended, the same language that got us
December 2009 43
44 December 2009
Cover Story
continued from pg. 42
tory.
“I think we all agree there are major issues with the databases,”
explains Starbard. “[Database products] are put out there, and we
‘guinea pig’ them. Unless we have a uniform way to have the issues
we find brought to light, it’s never going to happen. It’s a cumbersome process for an individual shop to do [a database inquiry] on
their own, so the only way we can get it done is through something
like the DEG.”
Making New Friends
The newest of those associations, the Automotive Parts &
Services Association (APSA), was accepted as an AASP affiliate
during the National Board of Directors meeting on November 6.
Headquartered in Texas and founded in 1982, APSA is a 10-state
regional association representing over 800 members in Texas,
Oklahoma, Arkansas, Kansas, Missouri, Nebraska, Iowa, New
Mexico, Colorado and Wyoming.
“The main reason was to get with an organization that had national exposure and was a good, quality group so that we could gain
not only national exposure, but also programs that we do not have
available at this time,” explains APSA President/CEO Jim Quinten. “We felt that our affiliation with AASP would open the door for
us to get the technical and informational programs we need.
“We just got into the collision side, and we’re finding that there
are a lot of issues we were not aware of,” he adds. “We feel that
with Judell Anderson’s involvement with the collision group,
[AASP] can give us a lot of help.”
Looking ahead, Quinten is excited by the prospect of sharing
his specific industry’s insights and information with his new AASP
peers.
“We have about 77 years’ experience on the warehouse and
jobber side of the business,” he says. “Possibly, we can bring something to them from that segment of the industry.”
“We are pleased that APSA has recognized the value of national affiliation, and has chosen to join the ranks of AASP,” comments Starbard. “APSA is a well-established organization sharing
similar interests with AASP in important areas such as information
access, and we look forward to the value that we can add to each
other’s organizations.”
Stronger Than Ever
Of course, no association in this industry can survive without
constant support from the people it serves. As AASP enters its second decade, the call for increased action from members is louder
than ever before.
“The betterment of the industry is our number one purpose,
but it can’t be done without everyone’s participation,” McDowell
says. “We cannot directly increase your revenue stream and/or your
net profit; only you can do that. But the association can give you the
tools to do that if you participate.”
Ten years after the idea of AASP first began spreading across
the country, the group’s continued success proves that unity is possible, even in the often-fragmented world of automotive service/repair.
As Cahill says, “It’s been an interesting decade, that’s for
sure.”
Mass./Rhode Island
CMARA Update
into trouble in 1988 with regards to restriction of Labor Rate and parts discounts is still in [the CARS proposal]
and has been accepted by the Division
of Insurance,” Ricci says. “We’re going
to petition for a seat on CAR. If nothing
else, we will go to every single CAR
meeting that may have anything to do
with car performance standards.”
In other news, CMARA plans to
award its annual Tool Scholarships to
deserving auto body students this May,
and will continue hosting special events
for members.
“In the year ahead, we will continue with an array of guest speakers at
the monthly meetings,” Ricci says. “We
will present ways for shops to become
better educated and more profitable.”
New England Automotive Report December 2009 45
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Audi of Brookline ......................................11
Audi Group ................................................39
Bernardi Group ..........................................24-25
VOLVO
PARTS
from
THE PRO! Dalzell Volvo’s Direct Parts Line
Best Chevrolet............................................46
• Friendly parts people who know what
they’re talking about.
• Over 40 years of Volvo Wholesale
Parts Experience!
• Easy to get to location.
• Free Delivery!
Clay Nissan of Norwood............................7
Visit us on the web at: www.dalzellvolvo.com
BMW Group ..................................................40-41
Clark & White............................................17
Clay Chevrolet ......................................................OBC
Clay Hyundai ............................................20
Clay Subaru................................................29
Colonial Auto Group..................................12
Dalzell Volvo..............................................46
Empire Auto Parts ......................................45
Enterprise ..................................................33
Ford Group ................................................22
Future Cure ................................................16
Hyundai Group ..........................................28
Inskip Mini/BMW......................................44
IRA Group..............................................................14-15
IRA Toyota of Tewksbury..........................26
Jaffarian Toyota/Volvo ..............................31
J&R Auto Body Supply Co. ....................11
Kelly Automotive Group............................IFC
Lexus of Northborough..............................42
Marty’s Buick-Pontiac-GMC-Isuzu ..........10
Mazda Group ............................................36
Quirk GM ..................................................8
Robertsons GMC Truck ............................17
Saab Group ................................................37
Sentry Group..............................................3
Subaru Group ............................................34-35
Topor Motor Sales......................................27
Toyota Group ............................................4
Toyota of Nashua ......................................23
VW Group..................................................19
Wagner Group ............................................IBC
Wagner Mercedes-Benz ............................43
Woburn Jaguar ..........................................7
46 December 2009
New England Automotive Report December 2009 47
Toll Free 1-800-559-9210
781-762-8300 781-762-9210
or FAX 1-800-991-1009
391 Providence Highway
Norwood, MA 02062
[email protected]
www.claychevrolet.com
RIGHT PART • RIGHT PRICE • RIGHT TIME
Twice Daily Delivery to Mass. & RI
We Carry All GM Lines:
Chevrolet • Buick • Pontiac • Cadillac
GMC Truck • Hummer

December 2009 New England Automotive Report

Transcription

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