Industry standards is a vague, meaningless catchphrase in collision repair with no official definition, and modern vehicles now require technicians to follow OE procedures that mandate extensive research, technical knowledge, and documentation before repairs begin.
- No official definition exists for 'industry standards' in collision repair, making it an ambiguous catchphrase used for decades without real substance.
- OE repair procedures are now mandatory, requiring technicians to research multi-material locations, ADAS features, electronics, welding positions, and 3D measurements before starting work.
- Modern vehicle complexity demands pre-repair research that takes significant time and must be completed before ordering parts, not during or after the repair process.
- Poor repairs undermine industry credibility, as evidenced by substandard work like the $500 bumper repair that required professional correction.
- Proper repairs must become a documented line item explaining the research, time, and expertise required to meet OE standards and professional accountability.
The primary rule in our industry is to follow the OE procedures. I hear this and read it daily; it is always the go-to answer, especially when uncertainty or questionable processes are available. I recently saw a post on one of the social media platforms that documented an extremely poor repair, one that was done to a friend’s vehicle. It was a front bumper cover repair and was billed out for a total of $500. The repair was dismal at best, apparently done by someone who is dabbling in this field as a hobby.
Now, for me, a hobby falls in line with assembling plastic models or painting figurines, possibly collecting stamps or coins, which is known as numismatics, something I learned recently. Repairing a vehicle and charging a fee is no longer a hobby; the monetary exchange of funds deems it a ‘job,’ and receiving funds for a service deems you a professional. What I found most disturbing was not the repair or the photos (although they were like rubbernecking a car crash; you can’t help but look); it was the comment posted below that said with smug conviction, “that’s a $500 repair,” implying that this is acceptable and deserving on the customer’s behalf.
It is this mindset that continually makes performing a service more difficult daily for many tradespeople, be it construction, plumbing, electrical and of course, automotive. There is a massive gap between what is presented as available out there and what is accepted in the collision industry. Why am I being so hard on this individual? Because with the access to information that we have instantly at our fingertips, there is no excuse for using a Band-Aid to fix a hole in an ocean liner. A quick search of the (ever-so-cringeworthy) internet can give you some basic guidance. I use ‘basic guidance’ liberally here as it is not a fail-safe source of information unless you already know what to search for to find what you need to know.
The consumer in the case of the bumper repair is completely unaware of what it takes to repair a cover, the materials and the skill set to necessitate the repair. They truly believe that the money spent was for a proper repair. To be clear, I do not know these people and was not privy to the conversations that led to the agreement. Let us assume for a moment that the case is that they truly thought as indicated. In less than a few days, they noted something was off with the repair and stopped by an actual collision shop to have it looked at. At this point, I am pretty certain there is a ‘friend’ that will no longer be receiving a Christmas card. The collision shop revealed the evidence to the clients and now had to begin not only explaining what needs to be done correctly, but also beginning the repair of a yet-again tarnished part of our industry.
This scenario happens more often than not; it is disappointing. We are fully aware that there are ‘back-yarders’ out there and how they can diminish our reputation. Here is the thing: we also have established businesses that (hopefully unintentionally) do the same thing. When dealing with the modern vehicle, it is paramount that we adhere to professional, quality repairs that emulate the original build process to the best of our abilities. Hence, OE repair procedures. There is a lot to unpack when you start to dig into the verbiage of repair content. And it takes a lot of time and effort to get that message across to consumers. Traditionally (and some still use it today), many would refer to ‘industry standards’ as the catchphrase to support the thought process of a quality repair. ‘Not to worry, Edna, we only perform industry standard repairs.’ What is an ‘industry standard repair’? Because there is no ‘code’ book, guide or legislation to define it. There has truly never been an ‘industry standard’ as nothing in the repair of a modern-day vehicle is ‘standard.’ If there is an ‘industry standards’ manual around, please share with me a copy; I’ll wait. This catchphrase has been used for decades as an answer to questions many had no answers to. OE repair procedures have become the closest thing to an ‘industry standard,’ yet, again, there is absolutely nothing standard amongst them.
The advancements in modern vehicles have mandated, in their own way, a requirement for some sort of accurate information source. Not every OE is 100% committed; however, they are getting better. In the past, we would repair every vehicle the same way with the same tooling and the same skill set. Past is the operative word here; it is history. Today, it is necessary to pull up the procedures and do a dive into them to flesh out the nuances of the project that sits in front of you. Now we are required to source the multi-material locations and the limitations of repair, what features are under the ADAS umbrella, electronics locations, the secret handshake of disconnecting a battery, what happens when you do disconnect the battery, measuring the vehicle (3D measure), welding procedures and position statements, to name a few obstacles.
All of this ‘research’ needs to be done before you start repairs and order parts, not during or after. It takes time, a lot of time. I guess if you want to use the catchphrase ‘industry standards,’ in the past our industry standards didn’t account for this deep dive. Now it is basically mandatory. Recently, I put together an information video on researching the application of a roof panel on a Toyota. The process suggested a questionable application method that did not make sense. After a few hours of digging and reading, I found supporting OE information on an alternative procedure. In the end, better for the technician, better for the vehicle and better overall for the whole process. This was only one portion of the repair; I did not get into all the other related operations that the vehicle would have to undergo. This takes time; it is required time, not an option. The lad that fixed the bumper did none of this, and the repair failed. ‘Industry standards’ never mentions this; it is assumed that you are doing it, but we all know what happens when you assume…
The administrative burden is insurmountable in today’s collision industry, in my opinion, and you are entitled to my opinion; it is mainly due to the implementation of ‘industry standards’ and the various erroneous perceptions of its meaning. Not only has that catchphrase been very ambiguous, but it has also eroded the trust we need so desperately in our field due to the multiple variations of those standards. If the OE is to become our base constant, it will require dedication, time, and comprehension to implement what is required for the proper repair; this is extremely administrative in nature and will need to be accounted for.
It is no longer a ‘service’ nor is it an amended catchphrase; it is a requirement of a proper repair and ergo is now a line item, a judgement line item, not a fixed cost. A line item that you will explain to the customer. As you can see, there is a great deal of difference between the old-school industry standard of “I can fix it for $500” versus the proper processes required within our industry. Welcome to the beginning of what could actually become the ‘industry standard.’
