Are you the only one?

Anyone who has been in the collision repair business for any length of time must have been told at some time during an intense negotiation session that, “You are the only one….” Of course this can apply to almost any situation, or operation listed on an estimate or repair order. It often includes items such as corrosion protection, body supplies, car covers, seam sealers, color tinting, blending within a panel or the next panel, color sanding and buffing and a long-time favorite of mine, feather, prime and block. However, any operation listed could be challenged the same way. This is just part of a negotiation technique that has been used very successfully for decades. What is both sad and really scary is that some owners and managers actually believe this statement, and back off from possibly ever requesting this needed operation again.

The first and foremost point of this month’s column is to make sure anyone who reads it understands that they are not the only one to whom such a statement is made. And even if you are the first to ever negotiate over a given operation, the standard to which you are held accountable is getting the vehicle returned to pre-accident condition. If someone complains about a necessary operation, so be it.

This is where our industry has begun to falter in understanding the significance of this scenario. If the operation is needed on a specific repair, if there are materials and/or supplies necessary to perform it, it needs to be listed as being performed. And of course it must be properly performed. I wonder how many improper repairs are rationalized with the reasoning that, “I wasn’t getting paid to do it, so I didn’t do it.” No doubt many just perform the operation and do not charge or list it on the estimate/repair order as per the recommendation of the work provider. This simply is not the right solution for our industry.

Laws vary by state, but there are some basic fundamental similarities about performing repairs properly. You must disclose to the customer what work you will perform on their vehicle. This must meet guidelines of itemization for each state, and you’re held accountable for performing them as professionals.

So what happens today? Reputable shops that just give in to pressures include these “no-no” operations as “valued added.” But how? There simply is no free lunch. They are often grouped or included in some other judgment time that can be negotiated a little higher than usual and customary. Of course this is a purest case of cost shifting that has occurred since the introduction of estimating. Is this what our industry needs to continue? I certainly hope not, and encourage leaders of the insurance and repair communities to continue working toward change by discouraging such practices, as discussed in the Collision Industry Conference (CIC) document, Best Practices Guidelines for Estimating and Processing Auto Physical Damage Claims. You can download it at www.ciclink.com/downloads/wirbest1.pdf. The document was introduced in July 1999 and later approved by a wide cross section of leaders within our industry.

During the April 2006 Collision Industry Conference (CIC) meeting in Portland, Ore., another very good step for the industry was made by those in attendance. The body present voted to accept an important clarification for what has been tagged as “The Gap.” This gap operation, Feather Edge, Prime and Block, has been one of the operations often used in the prevously mentioned you-are-the-only-one scenario. The committee that worked so hard on this clarification had members from most industry segments, and even though the clarification was not considered by all to be perfect, we’re certainly moving in the right direction.

The approved wording is: “The repair process associated with damaged painted body panels typically involves multiple operations; body repair, feather, prime, block and refinish. The body repair process includes metal finishing and/or the use of body fillers to return the body panel to its undamaged contour. The repaired area is finished to 150 grit and free of surface imperfections.” Feather, prime and block are not-included refinish operations that complete the process from 150 grit to the condition of a new undamaged panel. The refinish process starts at the condition of a new undamaged panel and is outlined and documented in printed and/or electronic time guides.

The body/paint labor and materials necessary to prepare the repaired area from 150 grit to the condition of a new undamaged part is a valid and required step in the process. The labor and material allowance for these operations requires an on-the-spot evaluation of the specific vehicle and damage.”

So what does this mean? Not much if no one else knows about this. So spread the word. I have found the lack of information to be one of the biggest causes for disparity within our industry. There are many that simply do not know what is going on outside their own parking lot, while others are well informed by commitment and choice. The need for education and communication within our industry has never been greater.

It’s a shame there are so few that participate in national events and meetings held by the Inter-Industry Conference On Auto Collision Repair (I-CAR), the International Autobody Congress and Exposition (NACE), the National Auto Body Council (NABC), the Automotive Service Association (ASA) and CIC. In fact, you can almost count on the same industry members in attendance at just about every event. I realize many don’t take advantage of getting information firsthand for valid reasons. However you can still stay informed by participating in national, state and local trade associations. They are valuable resources for any shop. And of course the Internet can provide vital industry news and information injections through many sources almost every day.

So the next time you’re told, “You are the only one…,” thank them for making you feel special. And let them know, they just might be the “only one” that is not informed about the proper way to perform a repair.