By Lindsey Cooke
Toronto, Ontario — April 17, 2019 — Caroline Lacasse has been involved in the automotive industry for 20 years with a special focus on training and organizational development. She has worked in a range of fields within the industry from a collision repair technician to an I-CAR instructor, university lecturer, and as a training coordinator for CSMO-Auto in Quebec. Now Lacasse will be bringing her knowledge to her new position as the director of the Canadian Collision Industry Forum (CCIF). Collision Repair caught up with Lacasse to see what she has in store for the Canadian collision community.
Collision Repair: Would you be able to explain the importance of training for collision repairers now?
Caroline Lacasse: Today’s cars are more complex than they used to be. They have more technologies, different alloys, and materials, specificities for each make and model. Technicians need to be trained properly to make sure they succeed in working with this complexity. Continuous learning is mandatory now. I always saw technicians as the “plastic surgeon” of the automotive industry. Would you be confident having surgery by a specialist who never had continuous training over the years?
CR: What do you see as the biggest obstacle for collision repairers in the industry?
CL: I see two interrelated main obstacles right now: a shortage of manpower and employee turnover. Consequently, shop owners now have no choice to invest time and money in their most important “tools”: their human resources. Employees stay loyal to an employer when they feel useful, get proper skills and are part of the team. Therefore, recognizing employees by facilitating training access or consulting them before making some decisions are a big part of the solution. Even if we mostly focus on technical knowledge, we should keep in mind that training and rewarding should apply to everyone in the shop, including the owners and managers. In a changing environment, everyone needs to keep developing their knowledge, skills, and abilities related to their role to adapt and we often forget that!
CR: What advice would you give to a repair shop owner with staying successful in this industry?
CL: Shops will struggle if they don’t find a way to adapt to this fast-evolving environment. Change management is the only option here because everybody reacts differently to change. Shop owners and managers need to be aware of their own reactions to changes. They also have to consider the employee’s reactions. There will always be early adopters and laggards who will resist until last minute. Developing skills in conflict resolution, communication, and active listening or strategic thinking can only facilitate the adaptation.
CR: What do you hope to accomplish while taking on the role as the director of the CCIF?
CL: Since I’m evolving in the industry, I always had in mind that my work should make a positive difference. Having the opportunity to join a team that has been recognized over the years for its influence and dedication to the collision industry is really stimulating and corresponds to my values! As director, I would like to add my learning and organizational development expertise in the equation by bringing different points of view, tools or recommendations to contribute to the CCIF objectives, and to the success and sustainability of the collision repair industry.
