From Newfoundland to Saskatchewan, we all have something to teach.

I know that some shop owners tend to just stick to themselves, mind their own business and don’t concern themselves with the comings and goings of our industry. Sometimes I wish I could be like that—but really, I’m glad I am not. Because of my willingness to participate in the networking activities of our industry, I have had the pleasure to participate in one of the coolest employee relations experiments ever. My long-term friendship with Derrick Ryan from Torbay, Newfoundland provided us both with an opportunity to grow our young technicians, and gave us both a chance to better our shops with an exchange of our two young head painters.

The Exchange

Our lad, Brayden Neufeld, spent a week at Derrick’s collision repair facilty and his lad, Justin Codner, spent a week at our shop this past June. Both young men are stellar examples of excellence in their chosen profession, so it was a pleasure to allow them both the opportunity to experience their chosen industry from a different perspective. Here is what Brayden has to say about the experience:

“At first, I did not know what to expect. It was scary going to a different shop because I didn’t know if I would fit in or not. After a couple of hours of plane delays, I arrived in St. John’s and got picked up by two of the most amazing people I have ever met—Kathy and Derrick Ryan. They became my mom and dad for the next week and they made me feel totally at home.”

Know the Score

“Monday morning came and I met their staff. What a great group of guys! I was still scared that I might not fit in. Work started with a meeting letting the men know how many hours were in the shop, what hours they should leave that day and where they stood in regards to their goal for the month.

“It was like a sporting event; everybody knew the score. As the week wore on, I saw how important this was to the staff. They talked to one another, they knew what had to get done and figured out how to do it as a team. At this point I felt like I was fitting in and I was part of the team – what an amazing feeling!

Great Processes

“They had some great processes and policies that made the jobs go quicker and with better quality, to avoid comebacks. I always had work coming over from the body men so I was never standing around looking for something to do, I could not believe how much work these guys put through working together as a team, it was awesome! What a great group of guys!

“It was an amazing trip. The people I met are world class. Words can’t explain the type of people Kathy and Derrick Ryan are but I heard a phrase in Newfoundland about being the ‘best kind’ and that is what the Ryan’s are. All the people at their shop are the “best kind.” Just as we at Parr Auto Body feel like a family, where we care a lot for each other and what we do, I felt the exact same way at Garland Auto Body. Thanks to Tom and Derrick for allowing me this incredible opportunity.”

I hope that Justin felt the same way about his time at Parr Auto Body and his experiences with our people. We, like Derrick and his team, are a work in progress and we feel that with initiatives like this, we are moving in the right direction.

IBIS delegates given an eye opening insight into technology and repair methodology.

Travel agents pitching Barcelona may have to add a new angle. Famous as the home of the world’s best soccer team, a beautiful international port and home to the Olympic Games in 1992, Barcelona now has another claim to fame; the meeting place of some of the top minds in the global collision repair industry.

Three hundred delegates, 24 countries represented, and a fantastic networking opportunity. IBIS 2011, held at the Hotel Arts in Barcelona, proved a major success.

Keynote speaker Kelly McDonald took delegates on a guided tour of demographics, cultural shifts and how this will impact on the world of accident repair. She told the audience, “Businesses now must think global but execute locally.” Rob Smale of Ageas stirred plenty of discussion with his “different” perspective on the insurer/repairer relationship. “Insurers don’t get up in the morning to give repairers work – we are a customer like any other.” She also spoke of the need to focus on “flow” within the repair cycle and remove all obstacles possible. “We don’t need websites telling customers how their car is doing if you deliver on a promise. Focus on economies of flow within the business.”

Delegates were also given an eye opening insight into the technology and repair methodology BMW has developed to create efficient repair practices and procedures.

Michael Geiger told delegates, “It’s not possible for bodyshops to repair all brands of vehicle. Why do dealerships outsource body repair but do servicing in house? Simple: high cost and huge investment.”

An interesting warning came from a Spanish facility owner in the audience who claimed collision repair facilities will soon have to choose body repair or refinish as the investment to do both is simply too high.

Day two of the conference commenced with a look at business practices in different countries, specifically China, and how businesses must adapt to match the culture.

Georg Tautz revealed some startling _ gures that three in 100 people in China drive a car and 70 percent of new car owners are driving for the very first time. He also emphasized the rapid growth of China by highlighting that VW has sold more cars in China in Q1 201 than in the whole of Europe. Tautz explained, “China likes to learn but does not like to be educated. People like to be told what to do and do it.”

Conference director, David Lingham was joined by Tony Aquila via a live video link from the US for a question and answer session on culturizing business.

“Localize to local markets,” said Aquila. “People want to know the mission, want it clear and be told they did a good job. That doesn’t change in any market. You always need core values within the business.”

Aquila also discussed the idea that you should build value within any market entered and not focus on taking from that market. He also warned, “Don’t go in thin; be prepared to finance over your mistakes, you will make them.”

Representing the collision repair sector was Nationwide’s Michael Wilmshurst and Sam Mercanti, CEO and President of Carstar Automotive Canada. Both discussed how they see the future for repairers explaining how they both see major change necessary over the coming years.

Sam Mercanti also spoke openly of how he sees the future for repairers. “You cannot afford to take your eye off the ball, our customers are constantly changing,” said Mercani. He also warned delegates, “It costs a lot of money to not look after your employees.”

IBIS is much more than a conference, it is the meeting point for the industry. The inclusion of a welcome party and international dinner offered the chance to network in a more relaxed business environment as well as enjoy the local surroundings.

Collision Repair magazine is the official Publishing Partner for Canada.