NORTHEAST 2026 Education Recap

Recap by Alana Quartuccio, Katie Agnello, and Sofia EsHaq

Igniting Excellence and an Estimating Lifestyle

Mike Anderson (Collision Advice) and Benjamin Stephens (Matthew’s Auto Supplies) teamed up to kick off the educational component of NORTHEAST with a radiating full-day estimating workshop, “Estimating is a Lifestyle,” that covered everything from industry statistics to the psychology behind writing a profitable estimate.

“Most people in the industry are tired and feeling beat up from getting kicked in the teeth every day by carriers,” Anderson laments. “Ignite means to set fire to something. You have to ignite the spark. Ignite excellence in your customer experience and take it up a notch in the way you treat your customers.”

Anderson relayed that, although the average labor rate across the country is $67, the East Coast falls short with many states having the “lowest rates in the country,” along with the hard truth that the “river of claims is drying up. It’s not even a river anymore; it’s a creek.”

What does this mean for collision repair shops? Response time matters. Those three words are what a shop must absolutely focus on in today’s business climate. Anderson pointed to various ways a shop can increase their capture rate. Being available after hours is key. Although agentic AI can assist, he recommends human contact will hold more water in how that customer calling after hours is treated. “Have calls forwarded to your cell phone. They are feeling emotions when they are calling you, and they need a human being.”

Stephens shared his estimating philosophy, which he mastered during his years working in his father’s shop as a way of substantially growing the business. His mathematical and analytical background are vital in his approach.

“It’s more about how you think and how you can support what is on your estimate,” he asserts. Stephens views the act of estimating as “a puzzle I have to put together. Sometimes the puzzle pieces are upside down.” Solving that puzzle involves a combination of referring to OEM repair procedures, one’s estimating guide and the Database Enhancement Gateway (DEG) website, which can help clarify gray areas.

According to Stephens, an estimator should know all the areas of repair because “the estimator is the lifeblood of the shop.” One need not be a great technician but should attend training in body, refinish, mechanical and ADAS to get a full understanding of why one needs “second pass of seam sealer,” for example.

An estimator plays detective. There’s a psychology to estimating to be able to think through the process. The negotiation process involves being persuasive. Stephens referred to what he calls “word judo” to get the point across that a step is needed because excluding it “could have negative consequences.”

“The purpose of my estimate is to tell the story of how the vehicle will be repaired and to give a projection of what the final bill will be.” He zeroed in on the importance of the word repair – “the act of bringing something back to its original state” or “its pre-damaged condition” which speaks to the appearance and function of the vehicle.

He encouraged attendees not to get discouraged when hearing the word no. “Baseball players get paid to get up to the plate and strike out 75 percent of the time. You have to swing the bat. Build off your failures.”

Stephens spent considerable time sharing examples of the benefits of invoking an insurance policy’s Appraisal Clause and how to best make use of the free industry resource via the DEG.

Anderson and Stephens brought up Gerry Rosenbarker (Mohawk Collision Center; NY) to drive home the importance of safety inspections. Using collapsible steering columns as an example, Anderson stressed his concern “that most people are not doing safety inspections, or if they are, they are doing them incorrectly.”

Anderson asked the room of repair professionals, “What’s it going to take to change this? At the end of the day, you can say you don’t know about it, but you do know about it. So, at this point, if you don’t do it, you are making a choice. An insurance company refusing to pay does not remove your liability.”

Evolving in the Collision Repair Space

The evolution of the motor vehicle sure has come a long way. And there is still so much more to come.

Brian Evces and Josh Cascanet of AirPro Diagnostics (Education Sponsor) gave a clear picture of where the collision world is headed and what to prepare for during “The Collision Evolution: A Decade of Change in a Single Year” as the next wave of the technology begins to filter into vehicles.

It may seem like only yesterday collision repairers were just getting used to the idea of pre-and post-scanning and ADAS calibrations. Now, as cars become more autonomous, repairers will have to further adapt their skill sets.

“It’s a whole different world,” observed Evces. “It’s going to dramatically change how we repair vehicles.”

Cascanet explained the transition to cloud-based technology. “Over-the-air updates will mean customers won’t have to take their vehicle to a repair shop for an update.” As for protecting vehicle data, he says he always does a favor for the last person who used the vehicle by performing a factory reset so it removes any presets and personal data.

Integration of cloud-based technology “is part of preparing for the next wave of vehicle architecture in the vehicle market,” according to Cascanet.

He reviewed the five levels of autonomous driving, with level five being “fully autonomous where the car would have the technology to make decisions without driver assistance.” But the self-driving vehicle is still quite a ways off mainly due to various regulatory changes that would have to be in place.

“Everything is going to converge at once,” stated Evces. “The technology will increase, skill sets will go down and what people are willing to pay for is likely to head downward too.”

Running Your Business Like a Boss

Being at the helm of one’s business takes a whole lot more than just carrying the title of “boss.” Sean Preston (Coverall Law) and Rachel James (Torque Financial Group) teamed up to share their respective legal and financial backgrounds to influence attendees to take it to the next level and run their business like a Fortune 500 boss. They encouraged shop owners to reshape the way they look at things, so they think about working on the business, not just in the business.

Preston and James stressed companies having the right knowledge about their legal entity. “Just starting the LLC is a great start, but it’s like riding a skateboard down the freeway,” Preston warned. They got owners thinking about “the human capital” involved. “Who are the people critical to your organization?” James asked.

A business should have a continuity plan which differs from an exit plan. If one were to unexpectedly pass away, this would ensure successors are identified, so there would be immediate continuity for the practice..

Looking back to when body shops were  booming with business not too long ago, James said, “Shops tacked on things to their overhead. If you find things feeling like they are tightening up, take a look at your general overhead and look at what can be cut if needed. If you were running a Fortune 500 company, they would be looking at the financial statements every day and would be looking at ways to course correct.”

Redefining the Customer Experience

Without superb customer service, your shop is just the same as any other, according to Kyle Bradshaw (K&M Collision; Hickory, NC).

Bradshaw shared exactly what made him realize the importance of customer satisfaction: a two-star Google review that called out his business’s tendency to leave customers guessing about when their repairs would be complete. This review indicated absolutely no complaints about the repairs done on the vehicle; this was about the customer being left wholly dissatisfied with the treatment they received, which left them unlikely to seek service again.

“Trust creates loyalty,” Bradshaw

reflected. “So when you get a customer to trust you, they won’t go anywhere else. It won’t matter if they can get their car fixed for $300 less.”

In order to exemplify the traits that make businesses successful, Bradshaw shared the core traits of Chick-fil-A and Ritz-Carlton employees that make customers want to keep seeking their services, like consistency, empathy, accuracy and an utmost focus on the customer overall.

Bradshaw acknowledged that “technical excellence” is an important aspect to a successful shop. However, “customers believe any shop can fix their car. They do not take their vehicle anywhere assuming that they’re going to get a lackluster repair. So, if their assumption is that anybody can fix their car – it’s our job to differentiate ourselves. And that’s from the service we provide.”

Driving Automotive Entrepreneurs

This year’s NORTHEAST show proved to be even more inclusive than ever before, as the show welcomed a panel discussion conducted almost entirely in Spanish.

“This event is the first of its kind in our industry,” Adele Rivas (Koplin Body Shop; Elizabeth) told a packed room of automotive professionals. “These events have never been done in Spanish before. All the courses held at the major automotive conventions have been in English. I’m very proud of all of you sitting here with me today.”

Rivas, an AASP/NJ member, has been a strong advocate for breaking barriers in the automotive industry for years, and this event marked a big step in her goals. “At this moment, we are going to be able to talk about how, as Latinos, we are the majority of the automotive industry.”

She introduced panelists as individuals who have all helped further her mission of making the automotive industry easier, for not only Latinos to navigate, but anyone who has an interest in it and isn’t sure how to get involved.

Rivas explained that legal advisors and technical high school teachers play an important part in the automotive industry: “Working in the automotive industry is not just being a technician or a mechanic; there are many different parts at play.”

Other attendees were also given the opportunity to share their own experiences in the automotive industry. Some shared stories of working for years in their home countries, and despite feeling well equipped to work in the United States, struggling to find work or ways to get certified. Rivas pointed them to different panelists who would be able to help them. She wanted all who listened to feel empowered to improve their careers and/or become teachers for other young people who want to work in the industry.

Writing the Next Chapter of Your Life

At some point, every business owner will have to exit their business. In order to get the most out of the deal, it’s critical to have a plan in place and the earlier one starts to plan, the better.

“It’s not about how much you get; it’s about how much you actually keep, so you want to make sure the deal is structured properly,” stressed Matt DiFrancesco (High Lift Financial). “A lot of times, outside factors are what influences someone’s decision to act before they are ready to do so.”

He walked attendees through three unique real-world transactions to demonstrate different outcomes based on the varied critical factors, amount of time and steps involved.

In one case, a shop owner wanted to exit within one year, and according to DiFrancesco, one really should start to plan about five years out. In this case, the shop owner had limited options due to not having a clean financial picture, and the business was too dependent on him as he failed to build out a management team.

“Had he started to plan sooner, he’d have had time to make the shop less dependent on him. The less dependent a shop is on the owner, the more valuable it becomes.”

DiFrancesco shared another case where a shop owner was faced with a health challenge and had to exit the business, but had done zero succession planning. “He didn’t think about exiting until it was too late.” In the end, this shop owner received $700,000 for the business – which he needed to pay off business debt – leaving minimal cash for retirement.

“Preparation will always determine the next outcome. You’ll be in a better position and have the options you want.”

Fixing the “No” Start

Research and diagnostics go hand in hand when it comes to getting to the bottom of why that vehicle in your shop will just not start.

Ira Waldman and Tim Iezzi (Expertech Automotive and Consulting) gave mechanics valuable best practices for “when you put the key in and no dash lights come on.”

Waldman recommends developing a diagnosing process to keep one out of the proverbial rabbit hole. Taking the time to do the research will make diagnosing a “no start” go smoothly. “I follow a process and do the same thing every time,” shared Waldman.

Many things can lead one astray, so having a process is crucial toward getting that vehicle running again, Waldman suggested.

“You’re interrupted a thousand times per day. There’s a lot going on in the shop. I use a wiring diagram. I can write my notes down and understand what testing I’ve done.”

Waldman and Iezzi reviewed tools and other ways to go about testing, reminding all that “You earn the right to charge for diagnostic work.”

They also stressed the importance of continuous learning. “If your electrical skills need honing, fix that first,” Waldman suggested stressing the preparedness needed as higher voltage vehicles are poised to make the way into the shop.

“Instead of watching a TikTok video, take 20 minutes a day to watch a training video and reevaluate your skills.”

Understanding Right to Appraisal

Most consumers, and perhaps many collision repair professionals, are unaware of how the Right to Appraisal can be utilized as an alternative dispute resolution outside of the expense of court when a vehicle owner and their insurance company can’t come to an agreement over the bill.

Liz Stein (Certified Collision Group) modified a panel of shop owners – Kyle Bradshaw (K&M Collision; Hickory, NC), Justin Lewis (Accurate Auto Body; Redmond, WA) and Jerry McNee (Ultimate Collision; Edison, NJ) – along with collision repair attorney Sean Preston (Coverall Law) who all weighed in the various factors involved.

Setting expectations with one’s customers upfront is key. Bradshaw stressed the importance of making sure the customer understands that “our contract is with the customer. As a courtesy, we can have a conversation with their insurer, but ultimately, the insurance company owes the customer, not us.” It’s equally important to make them aware of RTA as not doing so would be a disservice.

“The RTA gives customers the opportunity to get the car fixed the way they want it to be fixed,” Lewis explained, stressing that “cheap and safe aren’t in the same room.” His shop makes sure customers understand they set out to safely bring the vehicle back to its pre-accident condition as per OEM procedures.

Panelists agreed on the importance of having a bullet-proof document file. “Clean your house. Make sure you are doing the right thing,” stressed McNee.

It’s important to grasp that RTA can be used in different ways. Preston said it’s even been used to untotal a vehicle. “It’s a tourniquet that can stop the bleeding,” he illustrated, but warned to not have too many RTAs at once. “You may find it hard to make payroll as you push your cashflow out.”

Introducing Module Programming

Programming can open the door to a whole new world of repairs.

Ira Waldman and Tim Iezzi (Expertech Automotive Training and Consulting) shared how they both often do remote programming, which widens the scope of their jobs. They encouraged others to look into programming if they are seeking out ways to expand their businesses.

Iezzi explained the importance of programming: “The number one reason why we program cars is because engineers are humans too. And I know none of you are going to believe this, but engineers occasionally make mistakes…There are a lot of things that get fixed with software, things that you would never think of.”

Waldman and Iezzi shared a few factors that are necessary to be successful in programming: a laptop with the correct operating system, sufficient hardware and supporting software, an interface, stable internet connection, voltage support, possibly an OE subscription, a scan tool for after programming functions and VSP (vehicle security professional) credentials.

Lastly, they cautioned aspiring programmers to always carefully read service information when programming – there’s potential to miss a small detail that could derail all of your work.

“You can do lots of good with programming, but you can also do bad programming – you can break stuff and mess up a whole car if you don’t pay attention.”

Demystifying Artificial Intelligence

One need not be afraid of Artificial Intelligence (AI).

Craig Stevens (CCC Intelligent Solutions) pointed to moments through history where people displayed fears about new inventions. When the internet was invented, people swore they’d never put their credit card information into the World Wide Web, but “look at how far we have come in terms of the internet.”

The digital camera – followed by the tablet and the smartphone – were game changers for the collision industry in terms of capturing photos for documentation. Now, AI is opening the door to so much more.

“We spend so much time managing data, doing more admin work than ever before.” Stevens shared, citing eye-opening examples of what AI can do to allow people to minimize the time spent managing data, affording them more time to analyze it.

AI can serve as a digital coworker, as it can be trained to perform tasks based on what it is told to do. Stevens stressed the human intelligence factor involved in AI. “There has to be a connection between human and artificial intelligence. There is still human control over the user interface of the product. AI won’t replace your job; it’s just supposed to make your job a little easier, so you can focus on the things you should be focusing on.”

Stevens introduced the audience to the next wave of the future via CCC ONE Fusion AI, coming this April. This will truly be a game changer going beyond jumpstarting an estimate as it has the ability to extract images, label photos, source parts, run diagnostics and more.

Boosting Profits with TPMS and Alignment

Kenneth Pollin (NAPA) educated the mechanical audience on how to build trust with customers and boost profits via tire pressure monitoring systems (TPMS) and alignment work.

TPMS is absolutely critical to safety, so stressing that factor to customers is key. If the TPMS is not accurate, it will impact braking functions and affect the performance of ADAS.

“When these systems are not right, the customer will feel it, even if they can’t explain it,” Pollin noted.

It’s important for repairers to understand that there is a huge misconception about TPMS sensor battery life. “Sensors aren’t designed to fail. They are designed under perfect conditions to perceive a battery life of seven to 10 years, but real-world influences – such as speed, heat, pressure over time and the environment itself – can affect it.”

One can’t assume that if a sensor indicates 40 percent battery life remains that it will last four more years. “It can leave your shop and be back in two days because the battery failed. The battery sensor light is not always accurate. If you are doing TPMS and encounter a battery with 30 percent battery life, you should recommend the battery be replaced because it could fail a few days later.”

TPMS and alignment go hand in hand, yet it is often a missed opportunity many shops are not taking on. Alignment can control tire wear, maintain safe handling and protect ADAS inputs.

“Customer trust is everything. Those who trust you will listen to your recommendations.

Surveying In-House vS. Outsourcing ADAS

Survey says: There are pros and cons to in-house and outsourcing ADAS work.

Liz Stein (Certified Collision Group) led a fun Family Feud-inspired segment featuring “the In-House Family (panelists Josh Cascanet, AirPro Diagnostics; Ben Johnson, Repairify/asTech and Joel Adcock, REVV ADAS) against “The Outsource Family” (panelists Troy Domstead, CAR ADAS Solutions; Chris Sobieski, Snap-On Equipment; Joffrey Starcher, TEXA; and Steve Dawson, Hunter Engineering).

Panelists weighed the various reasons a body shop business may be reluctant to bring ADAS calibrations in-house, which vary from cost of equipment to lack of space. For many, subletting the work may be the way to go, as a sublet is focused on ADAS calibrations day in and day out. They made the investment in the equipment, according to Adcock, who advised shops to do their homework and vet the sublet shop. Liability will fall on the shop whether the work is done by a sublet or if it’s done in-house, Starcher pointed out, while Johnson recommended making sure the sublet shop can validate their training.

Discussion also centered on the importance of these safety systems as today’s driver heavily relies on them.

“ADAS is becoming more and more important to younger drivers,” Stein highlighted. “They depend on and trust that backup camera.”

“We have a generation of drivers who don’t know what it’s like to drive a 1972 Chevy Nova where one has to look over their shoulder to back up,” Sobieski contributed. “They are dependent and trusting of technology. If the vehicle is not repaired properly, these drivers will go out with the same amount of trust they had before, but the car won’t function right.”

Examining the Margin Squeeze

Ian Szilagyi (OEC) set out to explore the many variables affecting collision profits today and how shops can defend and improve their margins during “The Margin Squeeze: Why Collision Profits Feel Tighter in 2026.”

Szilagyi referenced the challenges the collision repair industry has faced in recent years going all the way to 2020 and the start of the COVID years. Shops today aren’t just feeling inflation but also other factors, such as claims dropping by an average of 10.4 percent nationwide. An increase in total loss frequency is another driver with about 23 percent of claims resulting in total loss.

The work is changing. Increases in parts cost and labor have made things more challenging. Smaller repair jobs, which usually can have a stronger margin due to less parts, have decreased. Overall, fewer repairable vehicles coming in make it a critical fact that body shops have to get more money out of the cars that do come to the door.

“We have to be really smart about how we repair vehicles,” he advised.

Szilagyi pointed out that “domestic parts are inflating faster than foreign brands,” advising that shops be thoughtful about the mix of the cars they work on. For example, if one does most of their work on Ford and General Motors vehicles, their inflation world is at 54 percent.

“The reality is that you are likely to be crushed a little bit more with these brands than on some of the import brands.”

Mastering ADAS Repair and Calibration

As ADAS becomes exceedingly standard for today’s vehicles, it’s important to recognize the high level of attention they require during repairs.

Chris Sobieski (Snap-On Equipment) explained how ADAS is the first step in collision mitigation; these systems can greatly reduce the force of collision and total harm done. However, in order for this to be true, the systems have to be calibrated correctly when completing repairs to any vehicle.

“The vehicle has to be fixed right, from the collision repair to the alignment, to the aiming and adjusting of the sensors on the vehicle.”

Sobieski further emphasized the purpose of proper calibration: “It’s critical that the vehicle is repaired correctly; it’s not that the vehicle is to be restored to pre-crash condition – it’s that the vehicle needs to be restored to a ready-to-crash state. The vehicle was built and designed to crash. If the vehicle could not be put back into that state, it would be totaled.”

Unlocking Repairability

In order to provide the best possible repairs, businesses need to keep up with the new techniques and technologies that evolve with the industry.

Emma White (KECO Body Repair Products) shared one of the newest innovations in auto body repair: the Glue Pull Repair (GPR) System. The system includes not only glue tabs, but also other necessary lifting tools and accessories.

White explained the importance of the kit: “Cars today are changing quite a bit. The panels are much thinner than they’ve been before, and with EVs, there are a lot of interventional methods of repair that are not allowed or that you can’t use. Modern vehicles today require a modern approach. GPR has become that standard.”

She elaborated on why it’s also cost effective. “I’m sure all of you in this room know that there is a problem with the total loss trend in shops today. With GPR, there are a lot of times where you can save a quarter panel and can keep it from being totaled – that is what we’re trying to do.” However, White urges repairers to prioritize training if they are looking to incorporate the GPR system into their shop. Without proper training, the system can become overly difficult to use, wasting time and money. “The training in the back of the shop is so important. I will go as far as to say that you should not purchase an ecosystem if you’re not also going to purchase the training, because it’s really that important.”

Improving Repairability With I-CAR and Ford

When it comes to ensuring that your shop is properly fixing Ford vehicles, there is no better place to go than to the OEM source itself.

Gerry Bonanni (Ford Motor Company) teamed up with Bud Center (I-CAR) to share the various resources available that collision repair professionals should be utilizing in their day to day. Ford has conducted a workshop with I-CAR to find ways to make their vehicles more repairable against total losses.

Bonanni stressed, “Our workshop manual trumps everything when you look at our procedures, guidelines and recommendations.” The goal of the discussion was to help repairers better navigate the information to help improve their day-to-day lives in the shop. He pointed to the uniqueness of the OEM’s paint body and tech center which has an actual body shop – complete with a paint booth – where they work with all the major frame and welding vendors.

“The idea is to have cross-functional thinking by working with different vendors in order to determine the best way to repair our vehicles,” Bonanni explained, who stressed that he tends to look at everything from a technician standpoint first. “By technicians, for technicians.”

Center and Bonanni advised shops to be careful when considering using aftermarket products, stressing that Ford parts are carefully crafted for very specific purposes. Ford-approved parts are all created with efficiency and safety in mind.

Bonanni drove the point home when an attendee asked if any aftermarket rivets have been approved by Ford. He responded, “No, and there never will be.”

Want more? Check out the April 2026 issue of New Jersey Automotive!