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SCRS Repairer Driven Education (RDE) Series
When:November 5, 2013 - 10:00am - November 8, 2013 - 2:30pm
Where:Las Vegas Convention Center
SCRS REPAIRER DRIVEN EDUCATION (RDE) series will feature seminar offerings. Each of the courses has been individually selected or crafted by SCRS because the content specifically focuses on issues and information that are relevant to collision repair professionals operating in today’s marketplace, and appeals to the diverse array of marketplace perspectives that exist within the collision repair industry.
Register for the SCRS Repairer Driven Education (RDE) Series today. Please note that this link will only reserve your ticket for these events. If you have not registered to attend the SEMA Show you will still need to. Click here to register for the 2013 SEMA Show.
RDE FREE Sessions = Pre-Registration is Required
1-2 RDE regular session tickets = $75 each (advanced) | $85 each (after Oct 17/onsite)
3-6 RDE regular session tickets = $60 each (advanced) | $70 each (after Oct 17/onsite)
SCRS RDE Sky Villa After-party* = $85 each (advanced) | $100 each (after Oct 17/onsite)
*All guests must have a ticket to enter; ticket is included with Full Series Pass
RDE Full Series Pass BEST VALUE! = $350 each (advanced) | $375 each (after Oct 17/onsite)
Full series pass includes 7 RDE regular sessions (one in each available time slot) + all Free sessions + Ticket to After-party on Thursday night.
Understanding Your Business, ends in "U" (Ex: RD1U)
Positioning Your Business, ends in "P" (Ex: RD1P)
Enhancing Your Business, ends in "E" (Ex: RD1E)
Tuesday, November 5 | 10:00AM - 12:00PM
RDE1F FREE Session: Presented by the SCRS Education Committee
Accessing OEM Repair Information
Toby Chess, SCRS
Tuesday, November 5 | 12:30PM - 2:30PM
RD1U-Damage Report Writing Case Study (Larry Montanez, P&L Consultants LLC)
In this seminar, attendees will follow along with 3 case studies on a quarter panel replacement, bumper fascia replacement and cosmetic damage to the body side components of a vehicle. All required procedures, additional procedures, materials, included, non-included and additional items will covered through this study. All three cases are from actual real repair claims (all personal info is removed) and this will be one of the most in-depth damage report seminars you will ever attend. This seminar is for the beginning damage assessor or the seasoned veteran and technicians too, all will be put through a very intense learning experience. Participants will:
- Have a Better Understanding of the P-Pages
- Know what really is and is not included
- Understand calculations for Feather Edge/Prime/Block Sand, Blending, Buffing and Glazing
- Learn How to Apply OEM Procedures in the database system
RD1E-Learn 6 Keys to Developing an Effective Marketing Program (Bill Park & Dr. Byron Bissell, MpowerU)
This workshop is for those owners/managers and those in the auto collision industry who see the "writing on the wall" that financial success in the auto collision repair industry is increasingly going to depend capturing more of the market share, but feel they lack the core knowledge and skills required to create and implement an effective marketing program. The fact that the importance of effective marketing is going to become increasingly critical to owners/managers of auto body collision repair businesses cannot be overstated.
To be ahead of the curve the auto collision repair business owner/manager must deepen their understanding and knowledge of the basic tenants of effective marketing. As a participant in this workshop you will learn the difference between marketing and "effective marketing" and how to establish a solid foundation for an "effective marketing" program that will be cost-effective in enhancing the financial sustainability of your auto collision repair business.
The starting point is to incorporate into your business thinking the oldest and most accepted law of economics put demand (generating customers) in front of supply (production). Leading companies compete on supply, but win on demand. They consistently ask the question - what do we know about the demand of our most profitable customers that the competition does not? They respond by building a marketing program to understand the demand that enables them to create new strategies which lead to products and services that will differentiate them in the market.
The next step is to become acquainted with the basics of how to answer the question of - "what do we know about the demand of our most profitable customers that the competition does not?" which is the meat of this workshop. Participants will take away from the workshop the 6 keys to creating an effective marketing program for their business, which will enhance their ability to achieve their short and long-term business financial goals.
RD1P-The Future of Cars-Self driving cars, fact or fiction? (Tim Ronak, AkzoNobel Performance Coatings)
This is a presentation of the impacts and future potential of technology on the overall Automotive industry ecosystem. All facets of the industry may be transformed as a result of technology ranging from; passive accident avoidance, active accident avoidance to complete autonomous vehicle operation. Currently 3 states have started to investigate the licensing potential of this technology which has the potential to transform the industry and create significant new business opportunities.
This seminar will review a detailed report compiled and presented by KPMG and the CARS Institute in August of 2012. Understanding the rate of adoption and the implications of this to the general motoring public will illustrate opportunities for those within the automotive industry to embrace the technologies and perhaps even identify new market segments for services and calibration activities. Change creates opportunity to position your business wisely, and it is crucial to be well informed to identify your opportunity.
Tuesday, November 5 | 3:00PM - 5:00PM
RD2U-Cycle Time Reduction Workshop (Lee Rush, Sherwin Williams)
This workshop is designed to help collision facilities take advantage of 10 cycle time absolutes, and strategically formulate them into a sustainable program to drive cycle time improvements through the reduction of waste. By providing the participant with the operational tools necessary to implement these absolutes, they will be armed with the tools needed to change the way their companies operate! Upon successful completion of this course, students will be able to:
- Review 10 operational absolutes of cycle time reduction processes and the essential roles each play in the repair "touch time."
- Assess these absolutes at the "shop level" approach and not as philosophies, concepts and theories.
- Explore real world applications of management processes within our own collision operations.
- Formulate a strategic implementation plan for your collision operation for each of these absolutes.
RD2E-Modern Bonding and Riveting, Today and Tomorrow (Dave Gruskos, RAE)
Understand the future of changing materials in auto industry construction. Learn why, where and how this will affect collision repair processes. Understand the modern applications of gluing and different riveting processes used in the modern fleet of vehicles. Attendees who participate in the class will understand:
- Why, where and how these technologies are used
- The process of gluing in the modern repair
- Types, and uses, of rivets
- How to use a rivet gun appropriately
RD2P-Strength Building for Being a Successful Businessperson (Bill Park & Dr. Byron Bissell, MpowerU)
This workshop is for those collision repair specialist business owners/managers who understand that being a successful businessperson is a great deal more than owning or managing a shop or shops and who desire to strengthen their businessperson skills. Participants will be introduced to a unique perspective of what a businessperson is, which has been derived from schema theory by the presenters.
Research has consistently shown that success in business is somewhere between 60 and 80% luck, but as I used to tell my students, "You darn well better be really good at the 40 to 20% that is dependent on your business skills." The first step in strength building your business skills is to realize and know that there are five cognitive roles that you use to be a businessperson, which are distinct from being an owner or a manager. Once you know what the cognitive roles of a businessperson are you then can make a self-analysis to determine your strengths and which of the roles you need to beef up in order to achieve your business goals.
In sum the purpose of this workshop is provide the participants with the opportunity to strengthen their ability to effectively fulfill their cognitive role as a businessperson and achieve their long-term wealth creation goals.
Wednesday, November 6 | 10:00AM - 12:00PM
RDE2F FREE Session: Presented by the SCRS Education Committee
Dispelling Collision Repair Technical Myths
Mark Algie, Shawn Collins and Dennis Keicher, 3M
Wednesday, November 6 | 12:30PM - 2:30PM
RD3U-Reputation Matters: How your online reputation can help or hurt your business (David Tulkin, Demandforce)
You know intuitively your online reputation is important, but how do you manage it? Which 3rd party sites are most important? How does social media and mobile play a part? David Tulkin, an automotive marketing expert, will give you a practical guide on how to build your best possible reputation and teach you how to leverage your shop's most important asset, its reputation. David will share the latest research and best practices in this information-packed presentation.
Collision repair shops will learn not only how to boost their online reputation, but use it to build loyalty with existing customers and generate new customers.
RD3E-X-Ray Estimating, An Ace Up Your Sleeve for Performance Improvement (Mark Mueller, PPG Refinish)
Fifty percent of the average shops business has very little margin for error, and can be a significant drag on Cycle Time performance. X-Ray Estimating® is an approach that changes the estimating paradigm and can take repairs that spend days at the shop and in some instances allow them to be completed in a few hours. Shops that have been exploring this approach have experienced significant performance gains. The approach is similar to X-Ray Repair Planning® with its objective of identifying all damage prior to production, but X-Ray Estimating® is completed on vehicles that can be returned to the road while parts are acquired, and in many cases paint operations completed, allowing the customer to wait while repairs are completed. In this session we will cover best practices from several successful implementations of the X-Ray Estimating® approach:
- How this approach differs from Conventional Estimating and X-Ray Repair Planning®
- How to develop your culture and design the X-Ray Estimating® process.
- System Design options within X-Ray Estimating® to broaden performance improvement opportunities.
- Streamlining the Administrative Management of the X-Ray Estimating® process.
- Qualifying and selecting the proper vehicles to put into the X-Ray Estimating® process.
- How to market effectively X-Ray Estimating® to consumers and insurers.
RD3P-Insurer Scorecard Improvement Tactics (Steve Trapp, Axalta Performance Coatings and Mike Anderson, Collision Advice)
With many insurers and fleets relying on performance based scorecards, this session provides repairers insights as to how to improve repair center performance so as to optimize the score achieved, while balancing versus the need to make a profit. After completing this session you will have the ability:
- To understand the way scorecards are laid out, how they area scored and how to prepare to improve results.
- To understand how to reduce repair cycle time through blueprinting, parts coordination, and flow management techniques
- To understand how to process claims to have optimal documentation, solid negotiated times and no work billed not performed
- To understand how to optimize repair center profitability in light of the movement to scorecards
Wednesday, November 6 | 3:00PM - 5:00PM
RD4U-Parts Procurement Best Practices (Mike Anderson, CollisionAdvice)
In the average collision repair shop, parts are typically 38-40% of the average repair cost. In this seminar, Mike Anderson addresses every aspect of parts management, from accounting for parts on a Profit and Loss Statement, how to make adjustments for work in process (WIP), the best reports for managing parts from your management system and so much more. The seminar discusses how to utilize technology to get the right part the first time and includes an overview of FREE websites that allow you to see all of the same parts diagrams as the OEM dealers. Have you been looking for a proven method for getting the right part every time? In this seminar, you'll learn not only what mirror matching means, but who should be responsible for it and exactly how to mirror match parts correctly. You'll learn everything you need to know in order to implement these procedures in your repair center. This program includes:
- How to account for parts on a Profit and Loss Statement and how to make adjustments for WIP
- The best reports for managing parts from your management system
- Free websites to allow you to see OEM parts diagrams
- What mirror matching means, who is responsible for it and how to mirror match parts correctly
- The not-included operations for LKQ parts
- Understanding the difference between markup versus gross profit strategies
RD4E-Marketing to Consumers-Supporting Customer Pay Sales Efforts (Steve Trapp, Axalta Performance Coatings and Robert Rick, RR Custom Solutions)
With 35-40% of customers asking repairers to write a customer paid estimates and a historical 50% closing ratio on these estimates, improving sales skills for these more price sensitive customers is key. This course will review and practice the advisory sales process and how it uniquely applies to this segment of prospective customers. We will then discuss sales support tools which would be useful to help reinforce your unique value proposition to close more sales. Finally, we will reinforce follow-up strategies to help optimize performance. At the end of the course we will create a personal improvement plan per attendee. Objectives will be:
- To briefly review the customer pay segment its % of estimate traffic and closing ratio for this segment and be able to sell the "why"...
- To explain the advisory sales process to lay a foundation to a unique approach to these price sensitive prospects.
- To role play using this process with fellow classmate to ensure both parties are comfortable with the sales process model.
- To review various tools available to repairers to help offer proof that your repair center should be their choice.
- To review various follow-up strategies which have proven effective in this segment.
- To gain alignment on the process tweaks in each person's selling strategy
RD4P-Competing in a Consolidated Marketplace (Tim Ronak, AkzoNobel Performance Coatings)
This session will focus on the details of the current consolidation activity within the Collision Industry. Publicly available information will be shared regarding the pace and growth of consolidation within the US market. Individual organizations need to look at how other industries have reacted to consolidation. A discussion on some industry trends regarding vehicle construction techniques, integrated technology and CAFÉ mile per gallon rules are creating an environment where some niche business opportunities may exist to not only survive, but thrive in the consolidating world.
This session will discuss the most current consolidation information available, as of November 2013. From this information some inference will be made as to the path consolidation may take and the impact on the industry at large. Comparison to other industries that have experienced consolidation will be made to identify strategies that were successful within those industries when consolidation reshaped the business model. Participants will have better understanding on how to navigate in this consolidating environment, and insight into survival strategies for themselves.
Thursday, November 7 | 10:00AM - 12:00PM
RDE3F FREE Session: Presented by the SCRS Education Committee
How Did They Do That?! Secrets of the Refinish Masters
Dr. Jane Valenta and Dr. Gareth Hughes, PPG Refinish
Thursday, November 7 | 12:30PM - 2:30PM
RD5U-Social Media Strategies for Your Business (Mark Claypool, Optima Worldwide)
This in-depth workshop will cover why effective social media participation is a crucial component to your overall web presence. Which platforms should you be participating in: Google+? Facebook? Twitter? LinkedIn? YouTube? Yes to all of these, and each is different from the others and requires an understanding of how to make the most of your time and efforts in managing your corporate social media. In 2 quick hours you'll be well versed in what it takes to build your brand online, get people to "join the conversation" and differentiate your business from the competition. You will benefit from:
- An overview of each of the different social media platforms
- What should be built into each of your social media accounts
- Content development and posting
- Strategies for gaining "likes," "circles of fans" and "followers"
- A live review of some of the audiences social media efforts
RD5E-Maximizing Efforts Through Blueprinting and Shop Layout (Tim Morgan, Spanesi Americas)
This training session will offer attendees a look into the changing design of today's repair strategies through implementation of blueprinting, shop layout and flow. Focusing on damage detection up front helps dictate the needs the vehicle will have throughout the complete repair process. We will analyze the impact of shop layout and flow to adjust the current movement of vehicles in the facility, along with the equipment and process evaluations to make the facility meet more efficient demands. Students will:
- Learn proper techniques for blueprinting structural repairs through visual and computerized processes
- Gain knowledge necessary to evaluate current vehicle flow, bottlenecks and solutions to improve overall throughput in the current operation
- Be able to gauge the effectiveness of current and future equipment to be used in the facility from information gained in this presentation.
RD5P-Succession Planning: Is Your Shop Ready for the Next Generation? (Erica Eversman, J.D., Vehicle Information Services)
This presentation is designed to ensure that shop owners consider issues for legacy and estate planning purposes. Shop owners need to consider how to best transition from direct responsibility for shop management to a behind the scenes or non-existent role. The session identifies considerations such as moving forward after unexpected death of owner, tax planning and succession planning for least disruptive and financially advantageous transitions.
- Participants will take away an understanding of the important issues to ensure are identified and documented for legacy transitions.
- Participants will have points that are industry specific to take to corporate or estate planning attorneys for inclusion in documentation.
- Participants will take away issues enabling them to meaningfully discuss issues of legacy planning with family and/or employees.
Thursday, November 7 | 3:00PM - 5:00PM
RD6U-Collision Center Parts Management (Tim Ronak and Scott Wheeler, AkzoNobel Performance Coatings)
This is a detailed review of the overall impact the organization of parts management has on the collision repair business. The focus is on minimization of cycle time related delays due to incomplete or poorly processed parts orders causing interruption in the work flow. The seminar features proven ways to minimize cash tied up in parts inventory through more effective ordering and return strategies, along with management of payable invoicing. Effective parts storage strategies are also illustrated, including newer lean based strategies utilizing mobile part storage solutions; many of which can be found at the SEMA Show. Attendees will receive a sound overall parts management strategy, and will be provided with several takeaway forms and tools that can aid in implementing the program upon return home to their businesses.
RD6E-Elevating the Customer Experience (James Berkey and Norm Angrove, PPG)
In a perfect world you believe that your employees are the best in the business. You're confident that your customers are receiving "best in class" customer service. But, are they? Are they being greeted promptly . . . respectfully . . . with a smile? And that's just the beginning! How would they rate the experience of the entire process? Was it so great that they would never consider another shop? Or, would they just say, "I'm satisfied"? What would you say if I told you that just satisfying your customer is worthless! Satisfied means you did your job -- nothing more, nothing less. Merely satisfying your customer is not going to bring them, or their family and friends, back. The reality is that many owners and managers assume that their shops are the best, when in fact, they are just another "me, too." Our research has shown that as much as 50% of customers have had a negative experience at the first point of contact. Wow! We're just at the greeting!
Fortunately, Elevating the Customer Experience provides a practical approach to customer satisfaction that will "rock" your customers, as well as your competition. Discover how creating "Memorable Experiences" can provide a true competitive advantage by making extraordinary customer service the centerpiece of your marketing strategy.
Participants will learn the difference between (1) Customer Satisfaction, (2) Customer Service, and (3) Customer Experience. In addition, you will explore how customer service expectations vary among multiple generations, and how the four personality styles: (1) Driver, (2) Amiable, (3) Expressive, and (4) Analytical determine how you interact with customers. If you want to learn how to build consumer loyalty that lasts a lifetime, this is the workshop for you.
RD6P-Panel: If I Knew Then What I Know Now - Lessons learned selling my body shop
A panel of well recognized industry veterans who have been involved in notable sales of their own former collision repair businesses will discuss things they learned in the process that can help attendees interested in proceeding down a similar path best prepare themselves. Subject matter experts include:
- Aaron Clark, former owner of Collision Solutions, sold to ABRA Auto Body & Glass
- Pat O'Neill, former owner of 911 Collision Centers, sold to Caliber Collision Centers
- Dan Bailey, former owner of A&B CARSTAR, sold to CARSTAR Franchise Systems
- Mike Anderson, former owner of Wagonwork Collision Centers, sold to Pohanka Collision Centers
There is a great deal of combined knowledge participating in the discussion, which will provide first-hand insight into how to navigate the process of valuing and selling your business. The session will include a segment of audience participation allowing for questions & answers with the panelists.
Thursday, November 7 | 8:00PM - 11:00PM
SCRS RDE Sky Villa After-Party
Located in the famed Tuscany Sky Villa suite at the LVH Hotel. Access to the suites is through the Central Hall elevator in the LVH Hotel lobby.
Friday, November 8 | 10:00AM - 12:00PM
RDE4F FREE Session: Presented by the SCRS Education Committee
Equipping Yourself for Industry Certifications
El Huntington, CAR-O-LINER
Friday, November 8 | 12:30PM - 2:30PM
RD7U-Protect Your Business-Understanding that insurance coverage is not one-size-fits-all (Paul Hulsebusch, Sonora Insurance)
Insurance can mean different things to different people; there are so many variables to consider when trying determining the correct path for your corporate insurance program. Insurance is not a one-size-fits-all product. You have to consider buying decisions, internal exposures, risk appetite, loss experience, business changes, state laws, federal laws, case law, economic trends, catastrophic insurance losses, employee changes, costs and other factors. You have a collision repair business to run, how can you find the time to make sure you are selecting the insurance programs that are right for you and not just getting the coverage someone else thinks is right for your business. In this session, you will:
- Become a more educated insurance consumer who understands what you are purchasing and how it related to your specific scenario.
- Know where to look for opportunities to reduce insurance costs, and how those reductions will impact you.
- Understand how to deal with federal health care reform.
- Confirm if you have the protection you need and if your agent or broker understands your business.
- Learn how you can use employee benefit dollars to attract and retain quality employees.
RD7E-Want Higher Rates? Obtain Payment for Necessary Repair Procedures (Erica Eversman, J.D., Vehicle Information Services)
This presentation will aid collision repairers to understand that working collectively with others in the repair industry is beneficial. This program is designed to highlight repairer's successes increasing rates received for labor and materials and obtaining payment for necessary repair procedures. Participants will be provided with information and materials to understand how working together with other repairers can be done in a legal manner that reduces costs and creates a network of knowledgeable resources.
- Understand how pooling resources provides benefits for all repairers, reduces costs and increases knowledge resources.
- Provides repairers with the skills to return to their facilities and implement networking with other repairers.
- Enables repairers to identify weaknesses in their strategies for obtaining payment for genuine work being performed.
RD7P-Creating a Parallel Universe: Reinventing the Collision Repair Industry (Scott Biggs, Assured Performance Network)
Forewarned is to be forearmed. This program will give you both good news, and bad. It will allow you to better understand profit, prosperity, and business survival in the decades ahead. This presentation will take a futuristic look at the industry and take a deep-dive exploration of trends that are shaping the collision repair industry now, and in the future. You will see alternative versions of the future based upon the secret, and not so secret, plans and agendas of insurers, MSO, OEM's and others. The program will compare alternative futures for the industry based upon totally different realities. The contrast will allow you to see how the tactics and strategies of various organizations will set the industry on a course toward one reality or another. The choice is yours, and you choose the road forward. Some of the topics to be discussed are:
- Which Future Do You Want?
- The low cost provider, vs The collision course
- Parts, Your choice or theirs
- Standards - How do they affect you
- Beyond DRP - The Next Frontier
- A better way to do business:
- Inter-galactic thinking: Solutions all around us
- Profiting in the New World Disorder
- The Choice is Yours-the way forward.