Digital Dealer - February 2019 - 41

cle is repaired correctly, just
as it was designed by the
engineers."
2. "To ensure a proper
repair so that your vehicle is
fixed exactly like it was originally, we added an additional
repair to an area under the
driver's door."
3. "We are utilizing specialists on the glass replacement so that the repair is
exactly as it was designed."
4. "To ensure your vehicle
is repaired to exact specs,
we are recreating some
portions."
5. "There is a light on the
dashboard which indicates
some potential issue so we
will be doing an electronic
scan of the computer systems."
Thoroughly educating the
customer and others which
are part of the transaction
is not an option. Beyond
that, a professional will take
time to learn the different
personalities of the all the
people with which he or
she is dealing. She cited
the "Herrmann indicator"
as one example that an
estimator can study to gain
perspectives on the types
of thinking they are dealing
with, to help determine how
to act and react. Note: The
Herrmann Brain Dominance
Instrument is a system
which both measures and
describes individual thinking
preferences partially based
on descriptor words used
during conversation.
Another informative
personality-oriented book
noted was the DOPE Bird
Personality Test, which
provides insights into one's
own personality as it relates

to others. (And yes, that
is the real name, DOPE
being dove, owl, peacock,
or eagle; not at all what you
thought.)
THE DETAILS

Other areas Ms. Sobczak
identified as essential within
the professional estimator's
job, was to provide "Position
Statements" to both the
customer and the insurance
company as part of the
complete education process.
These are readily available
at Oem1stop.com including relevant evidence on
required parts utilization and
repair procedures. I-CAR
also provides these and a
massive amount of repair
and other detailed information on their website for a
very small fee.
Also, she emphasized the
need to "blueprint" vehicles to check for damage
throughout, and that includes
"key body measurements"
to absolutely determine
if other parts of the structure have been affected,
beyond the direct collision
zone. Intricate photos of
the VIN, the license, and
all parts of the vehicle must
be made. She even recited
that a complete video of the
vehicle should be made.
Photos and videos ensure
that the insurance company
people have a clear picture
of the estimate and repair
requirements. Also, it should
be standard procedure to
have a second person do a
checks and balances review
of the estimate.
A side note came up
regarding sublet company
credentials as another area
needing attention. A collision

center must ensure that they
collect all the vendor information related to insurance
coverage, certifications,
and licenses to conduct
business. "There should be
specific file for this purpose,"
she related. The collision
center would be held liable
for their actions when they
are retained by them.
Ms. Sobczak related a
noteworthy resource www.degweb.org (Database Enhancement Gateway), which is available to
document issues related to
the accuracy and completeness of Audatex, Mitchell,
and CCC/Motor estimating databases. The DEG
website also includes, at no
cost, valuable information on
using the various estimating
systems, estimator tips, and
OEM repair information.
WHO PAYS?

Estimators have the
responsibility of identifying
repair requirements, and that
includes such items as preand post-scanning based on
OEM position statements.
This procedure is so important that the customer should
be contacted for when the
insurance company refuses
payment. In any event, it
should be done whether
it gets paid for or not. The
key is knowing where the
appropriate manufacturer
information and requirements are located, and to
educate everyone involved
accordingly so that the right
repair decisions are made.
That group would certainly
include the technician staff.
The I-CAR office can be
contacted for repair information and a comprehensive
D I G I TA L D E A L E R . C O M

subscription purchased at
rts.i-car.com, which is full of
applicable repair information
for no charge. The bottom
line from this extremely useful
session is that the professional estimator has become
the ultimate point person for
every individual related to all
sides of an accident repair.
Their importance to minimizing shop-related repair
liabilities, and managing timeliness, completeness, quality,
and full payment cannot be
overstated.
If you are a newer estimator or someone that just
needs a memory jog, email
Ed@NetProfitGroup.com to
receive an an 'Estimating
Checklist,' which contains
most of the items to include
when estimating various
types of repairs. There are
29 items on this checklist,
as well as places for you to
add other items if needed.
Until the next time, keep that
pencil sharpened, and remember you don't have to be
a psychologist to be a great
estimator....but it would help.
ED KOVALCHICK has
traveled the world training and
consulting in fixed operations
with manuwsler & Nissan franchises, and founder of Net Profit
Inc., fixed operations consulting
and training. He is a graduate of
the University of Louisiana and
has served as state president of
the Automotive Service Councils, and the advisory boards of
Wyo Tech and Virginia College.
He has been a regular columnist
and conference presenter with
Dealer Magazine and Digital
Dealer since 1995. EMAIL:
Ed@NetProfitGroup.com.

FEBRUARY 2019

41
http://rts.i-car.com http://www.degweb.org http://www.Oem1stop.com http://www.DIGITALDEALER.COM
Digital Dealer - February 2019

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