Frontal impacts are usually very complex, simply due to the fact the front end is loaded with complex parts like electrical wiring and fittings, A/C units, air intake ducts, and more. Take the proper steps to evaluate this damage properly and everyone in your shop will benefit.
Irecently noticed a behavior pattern of my own that seems to be consistent with others in the collision industry. No matter what the situation might be, or what activity I am immersed in, if I see a damaged vehicle (even one that is just passing me while driving) I immediately begin to mentally "write" an estimate for the needed repairs in my head. I diagnose the damage, consider LKQ and alternative parts, think about repair times, and try and rationalize what will need to be painted, and what panels will need to be blended.
At first I thought I really needed a vacation. However, while golfing the other day I mentioned this thought process to my son, who is perhaps the best estimator I've ever seen, and my son in law, who is becoming a Class-A estimator himself. They both admitted to having the same behavior issue. I was really relieved and then immediately fascinated. Does everyone involved in this industry with an estimating background experience this issue? I began to ask everyone I ran into at conventions, at the shop, at any event I was attending and they all seemed to be experiencing the same thing.
We aren't doctors in the recognized sense of the word, but we truly do "diagnose" damage, by looking for clues to a vehicle's "illness." We begin to layout our game plan for treatment, our repair estimate. This type of thought process is so ingrained into an experienced estimator that it is second nature. It is, however, a learned behavior, and one that can be shared with trainees, and students in the industry. Every impact is unique.
Let's look at some of the particulars in diagnosing frontal impact damage.
From the beginning
Frontal impacts are usually very complex, simply due to the fact the front end of a vehicle is loaded with parts like electrical wiring and fittings, brake components, computers, fuses and fuse boxes, radiators, fans, A/C units and air intake ducts. All this, and I haven't even mentioned the structural components or the sheet metal that makes up the external skin.Keep in mind that all these components are interconnected. Damage to the right front of a vehicle can affect the left front as well. Simplistically, think of the front end of a car like a long balloon, the kind they make animals out of at carnivals. When you squeeze one end of the balloon, the other end changes its shape, and becomes larger. The sheet metal front end of a vehicle does the same thing in an impact. A direct frontal hit on either side of any vehicle will push the impact area inward, and up or down, depending on the height and weight of the object impacted, and will cause the opposite side of the vehicle to pull inward, toward the point of impact, and cause it to move up or down also, in an opposite reaction to the side that was impacted. And you thought you would never need that equal-and-opposite reaction stuff you learned in high school physics class.
Because of the interconnectivity of the components of a vehicle I mentioned earlier, parts that are not meant to move will. This usually causes stress on theses components leading to possible and probable failure. Proper diagnosis requires that these contingencies be explored.
Even without all the detail involved in displaying the cooling, bumper components, and lighting, there are a maze of parts that make up this assembly. Even in a moderate impact, it would be virtually impossible to see all of the damage the collision caused without some type of disassembly being performed. Again, liken this process to a visit to your doctor. Chest pains could indicate many things, heartburn, heart attack, or just sore muscles. (This is a good analogy to use with your customers as well, since not every one is familiar with the mechanics of vehicle assembly. However, most people understand medical terms fairly well.) Without further testing, a proper diagnosis cannot be made. Once a proper diagnosis is made, a plan for correcting the issues (your repair estimate) can then be created.In a long-winded way, what I am saying is teardown the vehicle whenever possible. This is the only way proper diagnosis can be performed. Always explain this to your customer, and make certain they understand that without a teardown, it is nearly impossible to accurately diagnose the damage completely.
Become a good listener
Many customers, if not all of them, want someone to show them empathy for the traumatic event that just occurred – the collision that brought them to your shop. They will willingly tell you about the incident if asked. Not only will the interest you show the customer in their plight make them feel better about being in your shop, the story can add valuable clues to potential impact damage in areas that are not initially apparent.
For example, what if the vehicle was pushed off the road. It could have suspension, fuel line or brake line damage. It could have a bent rim, or damage to the inside of a tire. Visually, you may see headlamp and bumper damage, but without asking about the specifics of the loss, you wouldn't even think to look at these hidden areas. Not doing so could put your customer, yourself, your business and other drivers at risk.Also be cautious when a vehicle is towed into your shop with a torn-off bumper and the customer says something like, "After the accident, my air conditioner quit working." Would it be possible to tell that if the vehicle was not running after the loss? There are still some people who will look to include old damage in a new claim. Be wary. That is insurance fraud and it costs us all lots of money every year.
Take your time
I know this sounds really simplistic, and it is. However, do not rush your diagnosis. The old adage, "haste makes waste" is a true one. Organization is one of the basic keys to a thorough diagnosis. Before looking at the damaged area of the vehicle, get organized. Gather together all the equipment you need to arrive at a proper diagnosis. That equipment could include a host of things:
- Your digital camera
- Clipboard, paper and a pencil. (I recommend a pencil because it can be used in freezing cold weather when a pen cannot, and it will write at any angle.)
- A measuring tool such as a tram gauge (to roughly gauge potential unibody damage).
The point is, think about what you will need before you rush out to inspect the vehicle. Clear your mind and think about the impact logically, remembering the physics we spoke of earlier. If you cannot see something you think may be damaged, take the time to do a teardown, or get a light to help improve your ability to see the area in question. Pull plastic pieces off the vehicle, and inspect the back of them. I have seen many headlamps crack in the back of the housing that show absolutely no signs of damage outwardly.
Pay particular attention to cooling components. Open the radiator. Look at the fluid levels for the coolant and the windshield washer solvent. These reservoirs are sometimes hidden in the fender of a vehicle, and can be damaged but not visible unless thoroughly inspected.Do not be intimidated
Don't allow the complexity of the vehicle to intimidate you. If you are unfamiliar with the specific vehicle you are diagnosing, rely on the resources available to you in today's e-accessible world. The Internet is full of resources that can be accessed for reference on an unfamiliar vehicle. Many mechanical shops and dealerships equipped with repair information have access to tons of manufacturer schematics and technical information to help you in your diagnosis. Utilize resources like I-CAR and the Automotive Technical Education Group (ATEG). It's always better to ask questions up front, than after a problem arises.
I also believe it's a good idea to have a colleague look over your diagnosis and offer his/her opinion. Again, I go back to the medical field in this area. Two people can look at the same damaged vehicle, and see different things. Use your team to build a better diagnosis...your combined brainpower can be amazing.
Know your software
If you haven't had formal training in your estimating system, get it. It's usually done free by the information providers, and can be invaluable in helping correctly, and accurately diagnose damage. Learn what's included and what's not in specific operations, as far as labor goes. The margins in this business are way too tight to give even a couple tenths away because of ignorance.
Doing a proper diagnosis up front will eliminate nearly all of the issues you run into on a daily basis. How many times have you just hung up the phone from telling Mr. Jones his car would be done at 5 p.m., only to have your "best" tech come up to you and tell you that he cannot finish assembling the car for Mr. Jones because of a damaged/missing part? How do your parts vendors like those last minute deliveries? Do you have lots of old unreturned parts lying around your parts shelves? Properly diagnosing the damage, by tearing down the vehicle, taking the time to look for all the damage, and ordering all the needed repair parts up front, will keep you from making that dreaded call back to Mr. Jones, to let him know his car won't be ready after all.
Your local rental car agency won't like your new and improved methods of diagnosing damage, but I think you can live with that.
Everyone else involved in the repair will. And you might even sleep a little better at night.
