Astorm of change swept through the industry in the late 1970s and early 1980s. Vehicle design dramatically evolved, which required new ways of analyzing and repairing vehicles, as well as the new equipment needed to accomplish these tasks. We weathered the storm mainly because we received the needed training, bought the right equipment and most importantly, committed ourselves to repairing vehicles properly and safely.
No sooner did that storm pass than we faced others. In came the thunder of base coat clear coat paint technology, computerized estimating, DRP introduction and refinements, VOC laws and waterborne conversion, and shortages of qualified personnel. Fortunately, these storms occurred in somewhat of a sequence so we could face them one at a time.
Today, the perfect storm is brewing on several fronts simultaneously. For starters, we have a major evolution of vehicle design that only a very small percentage of the industry understands. There are major new equipment requirements that even a smaller percentage of the industry knows are occurring every year. And if that isn't enough, even a smaller percentage of the industry is willing to invest in this capital expense due to the poor economic conditions (the recession we may or may not be getting out of at this time), the continuing decline in insurance claim counts available and the increasing insurer intervention in the collision industry by way of suppressing labor rates, and market practices to the point it is not economically practical to update and upgrade as required. Undoubtedly, these conditions have begun to compromise repair quality.
A case in point: A few weeks ago I was in a discussion about a late model Cadillac CTS that was repaired and returned back to the vehicle owner. The vehicle owner became concerned when the inside carpet on the passenger side was getting very wet after a short time. During an inspection of the vehicle it was noted that several half dollar sized holes were drilled in the cowl panel at/below the heater box and left open, exposing the inside of the vehicle. The holes were drilled apparently to allow the technician to attach a pull chain! The cowl panel was made of laminated steel as many later model General Motor vehicles. This panel is not available as a service part, hence rendering this vehicle as a "structural total loss" because welding also is not allowed.
What would have happened if the holes were welded closed, or if they used roofing tar to seal them? How would the owner of the car know this? There would be no reason for him/her to question it unless, of course, other visible areas on the car were improperly repaired.
What does this say about this repair facility? Surely, someone would have seen this and spoken up. Moreover, it's this type of business that gives us all a bad name.
The technology used on the new vehicles today will require major changes for our industry. A very large percentage of the repairs require access to information, new or upgraded equipment, specialized training and special precautions. Nothing can be taken for granted.
Isn't it time we move to create and accept industry standards or codes that outline what is or is not acceptable, what equipment must be used when identified by the vehicle manufacturer and to what ethics we uphold to ensure the vehicle owner gets their vehicle returned that was repaired properly?
As we begin 2010, you will be slammed by a storm, but you will weather it if you remain committed to the industry and to each and every customer who walks through your doors.
