Jill Tuggle, Auto Body Association of Texas executive director, discussed the importance of unity for the collision repair industry during her “Un-divide and Conquer” IDEAS Collide SEMA presentation last week. 

“When you look back at mankind, you see this ebb and flow of high points,  marked by low points,” Tuggle said. “If you look at the collision industry, you can see some of that as well.” 

In the 1980s, divisions started to creep into the industry as Direct Repair Programs (DRPs) became more common, Tuggle said. She said that by the 1990s, some shops had questioned whether the DRP model was good for the industry. 

Terms such as collusion and antitrust laws started to become weaponized against shops in the 1990s, creating more division, Tuggle said. 

“They [shops] were afraid that if they talked to one another, they would be violating some kind of collusion or antitrust laws,” Tuggle said. “We didn’t know what that meant. We didn’t know if we were going to prison or what was going to happen, but we didn’t want a part of it.” 

Tuggle said shops also were told that other businesses in town were competitors that could steal trade secrets. 

Shops that asked too much for a service were thought to be greedy and those who didn’t ask enough were a “hack”, she said. 

“You can start to see how some of these terms crept into the industry and created a lot of division,” Tuggle said. 

By the early 2000s, shops remained on their own islands, Tuggle said.

“The age of technology starts to come onto the scene and we’re hearing big buzz phrases at this time,” Tuggle said. “The technological tsunami that is coming at us. We’re learning about ADAS and new technology on vehicles that’s going to completely change the way we repair cars.” 

Tuggle said this started a new enlightenment era. 

“This is when people were seeking out training and looking for resources to help us navigate this new way of thinking,” Tuggle said. 

She said the John Eagle Case happened as the industry stretched into the 2010s. It altered the industry in Texas and nationally, she said. 

In 2013, Matthew and Marcia Seebachan were traveling in a 2010 Honda Fit on a 75 mph stretch of a road when a 2010 Toyota Tundra hydroplaned into their path. The Seebachans were seriously injured and trapped inside the burning Fit, which they had purchased used, unaware that a previous repair had been done on the vehicle.

This led to the Texas John Eagle Case, which awarded the Seebachans $31.5 million from the shop in 2017. A jury found that John Eagle Collision Center adhesive-bonded the Fit’s roof during a $8,500 hail repair in 2012 for a prior owner. Honda OEM repair procedures demand the roof be welded numerous times. 

“At this time we start realizing that we absolutely have to fix cars safely,” Tuggle said.

The Auto Body Association of Texas invited the prosecutor in the John Eagle Case to speak to shops, Tuggle said. The prosecutor eventually visited national trade shows, including SEMA, she said. 

“It is about this time we start to see shops rising and organizing,” Tuggle said. “I feel like this was a pivotal moment where shops decided that they were going to start playing to win rather than playing to not lose.” 

State associations start to rise to the top, Tuggle said. 

“Shops are looking for any place to get more information so that they don’t end up fixing a car that hurts somebody and alters their life forever,” Tuggle said. 

Tuggle said a synergy begins. 

“Instead of being greedy, we were realizing we were just asking for fair compensation so that we could run a profitable business,” Tuggle said. “And instead of hacks, we were seeking out more training and certification. It’s really about reframing what we had been taught and going up against this division and creating community.” 

In the modern day, shops are facing new challenges, Tuggle said. She said this includes new vehicle manufacturers, electric, internal combustion engines and hybrids. 

“We’ve got a global pandemic, a contentious political race that is a little behind us now and a struggling economy,” Tuggle said. “This is the time when I can see more of this divisive language starting to creep back into our industry. They’re going back into the four walls of their shops and communication is starting to taper off.” 

Tuggle said this is the worst time to divide. 

“The keys to us being successful in this industry is going to be community and not division,” Tuggle said. “Stay away from the things you see that create division in our industry. Create community amongst the people around you and be a part of your state association.” 

Shops should go to collision day at the capital and seek out training, she said. 

“Communicate with your neighbors and together we can un-divide and conquer,” Tuggle said. 

The Society of Collision Repair Specialists (SCRS)  featured six new speakers during the 2024 IDEAS Collide Showcase, known for providing a platform for innovative ideas during multiple fast-paced presentations.

To see past presenters from the IDEAS Collide Showcase visit www.youtube.com/scrscollision.

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Jill Tuggle, Auto Body Association of Texas executive director,  speaks during the SCRS IDEAS Collide Showcase at the 2024 SEMA Show on Nov. 6. (Lurah Lowery/Repairer Driven News)