CARS April 2017 by Annex Business Media

The

R factor

R-1234yf comes with new operational characteristics and service procedures.

APRIL 2017

PLUS: Q Selling the complete brake job Q Snagging government hiring grants Q The benefits of banners and franchises

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APRIL 2017 | VOL. 3 NO. 3

CANADIAN AUTO REPAIR & SERVICE MAGAZINE

FEATURES

Human Resources: Hiring Grants

You could be eligible for a grant to help make your shop more productive and profitable.

Profile: A Passion For Motors

Francois Bergeron started a high-tech shop in the heart of Quebec’s tourist region.

Management: Banners & Franchises

You lose some independence… but there are tangible benefits to joining a group.

COLUMNS

Do your customers a favor by optimizing your approach to brake jobs.

Service Notes

Slow adoption may be limiting our Right-to-Repair victory.

It’s Your Turn

Why ‘extended service’ is bad maintenance.

Greenwood’s Garage

Analyze your numbers… and reap the rewards.

23 46

Brakes: How to Sell the Complete Job

The Car Side

Unfettered spending comes at a cost!

Talking Tech: The Next ‘New Refrigerant’

R-1234yf was adopted to offer a more environmentally friendly mobile AC alternative.

DEPARTMENTS Letters................................................................... 6 Eye Spy ................................................................. 6 In the News ........................................................... 9 By the Numbers ................................................. 14 Baywatch ............................................................ 40 Advertiser Index ................................................ 45

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April 2017

SERVICE NOTES CANADIAN AUTO REPAIR & SERVICE MAGAZINE

EDITOR | Allan Janssen (416) 614-5814 allan@newcom.ca ASSOCIATE EDITOR / WEB EDITOR | Adam Malik 416-510-6763 adam@newcom.ca CONTRIBUTORS | Alan Beech, Jeff Taylor, Rick Cogbill, John Fraser, Bob Greenwood, Bonny Koabel, Mark Cardwell. ART DIRECTION | Tim Norton/Janet Popadiuk (416) 614-5810 tim@newcom.ca MANAGING DIRECTOR, AUTO DIVISION & NATIONAL SALES | Kathryn Swan (416) 510-5221 kathryn@newcom.ca NATIONAL SALES | Juan Diez (416) 510-5203 juan@newcom.ca QUEBEC & EASTERN CANADA SALES DIRECTOR | Denis Arsenault (514) 947-7228 denis@newcom.ca ADVERTISING PRODUCTION MANAGER, PRINT/DIGITAL | Alicia Lerma (416) 442-5600 ext. 3588 alicia@newcom.ca PRINT PRODUCTION MANAGER | Phyllis Wright (416) 510-6786 pwright@annexnewcom.ca CIRCULATION MANAGER | Lilianna Kantor (416) 614-5815 lily@newcom.ca CARS magazine is published monthly except for January and July by Newcom Business Media Inc., 80 Valleybrook Drive, Toronto, ON M3B 2S9. The magazine serves the Canadian automotive repair and service industry. Subscriptions are free to those who meet the criteria. For others: single copy price: $7.00 plus tax; one-year subscription in Canada: $53.95 plus applicable tax; 2-year subscription in Canada: $84.95 plus applicable tax; one-year subscription in U.S: US$95.95; single copy price: US$10.00; one-year subscription in all other countries: US$97.95. Copyright 2017. All rights reserved. The contents of this publication may not be reproduced by any means, in whole or in part, without prior written consent of the publisher. The advertiser agrees to protect the publisher against legal action based upon libelous or inaccurate statements, unauthorized use of photographs, or other material in connection with advertisements placed in CARS. The publisher reserves the right to refuse any advertising which in his opinion is misleading, scatological, or in poor taste. Postmaster: send address changes and undeliverable Canadian addresses to Circulation Dept., CARS, 80 Valleybrook Drive, Toronto, ON M3B 2S9.

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REGIONAL OFFICE 80 Valleybrook Drive, Toronto, ON M3B 2S9 Telephone: 416-442-5600 Facsimile: 416-510-5169 Member of the Audit Bureau of Circulations Newcom Media – Publications at 80 Valleybrook Customer Number: 4006214 Publication Mail Agreement #40063170 Print edition ISSN 2368-9129 On-line edition ISSN 2368-9137 We acknowledge the ﬁnancial support of the Government of Canada through the Canada Periodical Fund of the Department of Canadian Heritage.

The battle’s already won Shops aren’t locked out of OE service info… they just need to learn how to access it. By Allan Janssen After being a regular topic of discussion for years, news on the so-called “right-torepair” front dried up shortly after 2010. That’s when the issue of unfettered access to automotive service information was largely resolved. Agreements were signed, both in the United States and in Canada, and websites were created to manage the free flow of repair information. Those who’d been the most concerned about the issue and who had argued passionately about it turned their attention to other matters. The case was closed. Except… not quite. Years after the Canadian Automotive Service Information Standard (CASIS) was written and signed, it remains something of a mystery to some. And unfortunately, wherever technicians gather, you will hear stories of the aftermarket being “locked out” of OE service information. Despite dedicated efforts by associations, automotive trainers, and trade magazines, it seems the message is not getting through to some independent shops that service information is, in fact, readily available. To get to the bottom of the persistent confusion, the Automotive Industries Association of Canada (AIA) has recently begun polling service providers about CASIS successes and failures. So, is OE service information available to the aftermarket or not? Did we win that battle, or are we locked in a stalemate with carmakers? The most progressive shops in Canada will tell you the agreements are definitely working. Sure, there are complaints about confusing OE websites, temperamental service procedures, and hard-to-find tools. But the true problem is not “locked up”

information. It is a lack of training, investment, and courage on the part of independent shops. Sadly, in too many garages, the “J-Box” pass-thru devices that were purchased in anticipation of reprogramming work are still in the boxes they came in. For proof, consider the title of the YouTube video that was posted after the most recent general meeting of the National Automotive Service Task Force (NASTF). Just search for “Take the Box Outta the Box!” We’ve written articles about CASIS and flash reprogramming. AIA has run ads about the agreement. Training companies have geared classes around it. Remedial websites have been set up to address the slow up-take from the service provider community. So why is the good news not getting through? I’ve talked to shop owners who refuse to buy reprogramming tools, don’t see the need for them, and wouldn’t expect a viable return-on-investment. That attitude hurts our industry. Instead of seeking proper training and then selling their expertise to consumers, they’ll call in the mobile diagnostic guy or send the vehicle to a nearby dealership. And if they’re ever challenged about the sub-contracting fee, they’ll say it was necessary because they were “locked out.” Keeping your customer in-house is worth a lot. Being an expert on the most sophisticated technology on a vehicle is worth even more. The CASIS agreement works. Shops that haven’t taken advantage of it should stop blaming the carmakers and start investing in their own future. Tell me what you think. You can reach me at allan@newcom.ca.

March 2017

LETTERS Why the delay in getting an asbestos importation ban? I can’t agree more that we need to be extra vigilant about asbestos exposure (Protect Yourself ! Jan-Feb 2017). Why don’t major friction manufacturers put some kind of certification on their boxes showing that the product in the box is asbestos free? I’m aware of only one manufacturer that does, ABS Friction in Guelph, Ont. The government could mandate this certification easily enough. The other thing that concerns me is the lead time on the government’s ban on the import of asbestos. In my opinion, letting the law stay the way it is until 2018 is an opportunity for corporations to sell off existing inventory. That suggests that money trumps personal health. The legislation to eliminate asbestos imports should be effective immediately.

to remove the demand. Period. The government isn’t going to stop this from happening because the automotive aftermarket has never been a priority for them. Is it fair? Of course not. So to correct this problem, we will have to deal with it on our own. Education is the key. Service advisors need to be trained on how to deal with a customer who wants cheap brake pads. They must explain the negative impacts – not only on our technicians but on our environment as a whole and on everyone who will breathe in the contaminated dust. Spending a little extra for quality brake parts will save the customer money in the long run, with a longer lasting, better-performing product. Take the time to explain all of this to your clients. I’m sure you can change their minds. It will benefit everyone.

Bob Ward The Auto Guys St. Thomas, Ont.

Steve Schwartz Automotive Business Consulting Owen Sound, Ont.

Thank you for your article in the recent issue of CARS magazine. It has opened my eyes to the still-present threat of asbestos in our industry. I thought it was virtually eliminated from all manufacturing and banned in North America. Do you know of any database or registry of specific brands known to contain asbestos? If not, something like this should be put together and have the ability to be updated at any time by people in the industry. Also, are you aware of a sure-fire way to tell if a product contains asbestos?

We need to tackle the asbestos threat head-on

How can I tell if there is asbestos in the pads I buy?

Mike Leclair College Auto Tech Guelph, Ont.

I hate to put it so bluntly, but shop owners need to stop purchasing those cheap imports that contain asbestos. The only way to remove the threat is

Can you supply a list of companies that use asbestos in their brake pads? I’ve asked my supplier and they assure me they don’t know of any pads with

EYESPY

Better than nothing? Ray Lavender of Snap-on Tools of Canada sent in this image – found on the Internet – of someone’s super stopping solution. Yes, those are pieces of wood, acting as brake pads. “Guaranteed asbestos free and recyclable,” Ray points out. Have an interesting picture to share? Send a high-resolution image to allan@newcom.ca

6 CARS

asbestos in them… but they can’t offer any proof of that. There’s no information about it on the packaging. Is there a product, like some kind of sniffer, that can detect asbestos? Daren Grondin Daren Grondin Automotive Windsor, Ont.

Can we start a registry of asbestos-laden products?

Allan Janssen responds: There are many reasons why an asbestos registry might be unworkable. A lot of products come into the country from fly-by-night companies, with little or no information on their labels. As for detecting it, as far as I know, there’s no way to tell if a product contains asbestos without analyzing it in a lab.

Sensors not mandatory when tires are changed I’d like to respond to Jamie Weisler of St. Thomas, Ont., who wondered if TPMS sensors have to be installed when tires are swapped out (Letters, Jan-Feb. 2017). I can see TPMS sensors becoming more strictly regulated in the future, but as of right now, they don’t have to be replaced when tires are changed. And it’s unlikely the government will ever change the law retroactively. Dan Lazin Advanced Auto Cambridge, Ont.

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NEWS

Incoming AIA chairman to focus on tomorrow’s trends Dave Fifield says independent shops are vulnerable to technological changes. By Allan Janssen The incoming chairman of the Automotive Industries Association of Canada (AIA), sees an opportunity for aftermarket players to work even more closely together as they deal with the challenges of rapidly advancing technology. Dave Fifield, president of Wakefield Canada, says all levels of the aftermarket value chain – from automotive service providers (ASPs) to jobbers to parts manufacturers – must come to grips with the rapid pace of change in the era of automotive connectivity, autonomous driving, telematics, and aggressive fuel economy targets. “As technology continues to advance, impacting that front-line service provider more and more, we see a greater need for an integrated industry,” he said. “I think we have to work with a greater array of players, whether they be ASPs, or tire shops, or the collision industry. We need the right critical mass to tackle some of these issues.” Fifield believes AIA has an important leadership role to play as a tangle of regulations and protocols is developed to oversee new automotive technologies. “The bigger constituency that AIA represents, the more muscle we’ll have when we’re talking to governments and other interested parties,” he said. “There’s great value in ensuring all levels of the aftermarket community, and that includes services providers, are more closely aligned.” “New technology – and particularly disruptive technologies – present real challenges for service providers. And, let’s face it, independent shops are the most vulnerable,” he said. “I think jobbers and ASPs have always been www.autoserviceworld.com

Incoming AIA chairman Dave Fifield at his desk in Toronto.

aligned, but the growing complexity of vehicles, and the training related to that will require even closer collaboration. AIA can help.” He pointed out that AIA has recently reintroduced its Service Provider Council, where shop voices can be heard on issues like ensuring continued access to repair information. The right-to-repair issue keeps coming up because carmakers exert tremendous influence on where vehicles are repaired. “Today’s warranty provisions really create stickiness between the vehicle owner and the OE networks for four to five years. They would like to see that stickiness lengthened,” he said. “The AIA promotes a level playing field for all. That’s what the aftermarket is looking for.” Fifield will take the reins of the association’s executive committee in May, taking over from chairman Doug Reevey. Brent Hesje of Fountain Tire will serve as first vice-chairman. He says he’s excited about the team he’ll be working with. “When you look at the board and our directors, you see that we have a good representation from east to west, up and down the supply chain. I think it’s as good a cross section of the industry as I’ve seen in a long time. And really good, smart people who know this industry very well.”

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April 2017

NEWS

AIA kicks off major labor market project

AIA president Jean-Francois Champagne says the new Aftermarket Labour Market Intelligence project will gather information about job availability, compensation, and more in regions across Canada.

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The Automotive Industries Association of Canada has announced a new initiative aimed at understanding labor and demographic trends across the country. The Aftermarket Labour Market Intelligence (ALMI) project, launched last month at Centennial College’s Ashtonbee campus in Toronto, will look at things like: • regional compensation differences; • where labor shortages are more acute; • how the health of the automotive aftermarket compares to other industries; • whether there are enough apprentices in the training pipeline to meet future demand; and • if they’re graduating with sufficient knowledge to be effective. “That’s key information to have,” said AIA president Jean-Francois Champagne, and right now it’s hard to find. “This knowledge gap means that decisions are made, for example, with regards to policy development, curriculum planning and strategic hiring, without a complete and accurate picture of the current state of the industry,” he said. Not having such information available puts the industry at risk of being an “afterthought,” he warned, hindering the flow of young people into the industry.

According to the AIA, ALMI is now in its research phase and will be fully functional by the second half of 2018, serving as an online, bilingual, interactive source for up-to-date information on labor and demographic trends in every region of the country. Visitors to the portal will be able to search compensation, labor shortages, employment rates, and job availabilities by region, occupation and demographic projections. The site is also designed to support the development of education programs and help under-represented groups, such as women and Aboriginals. The federal government will kick in more than $560,000 towards the project through its Sectorial Initiatives Program. John McKay, parliamentary secretary to the minister of national defence and Member of Parliament for ScarboroughGuildwood, attended the launch. He said it’s critical to track the labor market information at national and provincial levels “to ensure that we mirror the knowledge and skills Canadians will need in the future to find and keep good middle class jobs.” He said there’s an increasing need for highly-trained workers. “We want Canada’s workforce to be among the most competitive in the world,” McKay said. “For this to happen, we need to adapt to the new realities of the job market.” —Adam Malik

MP John McKay announced that the federal government will provide $562,627 towards the AIA’s labor market project.

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NEWS

High school program aims to rebuild wheels and lives

And Benson Auto Parts secures parts donations from suppliers. Most notably, the home improvement chain Lowe’s donated $9,000 through its Toolbox For Education program. Being part of such a project “was a no-brainer,” said Aaron Habib, Benson’s operations manager of southwest Ontario. “To see that much passion to support people in our community was unbelievable.” The project has garnered such a positive reaction because it is able to serve a need within the community, said Labbé. “In this area here, we have a challenge with not enough public transit,” he said. For people who need to get to work, it’s tough if they can’t afford a vehicle. “It’s a serious problem here.” And the support has continued to grow. Labbé, who has been teaching for seven years, is now partnered with Jeff Smith’s County Chevrolet

Student’s automotive skills are put to good use providing vehicles to needy families. By Adam Malik Antoine Labbé always wanted to give back to his community. He just didn’t quite know how. Then the automotive tech teacher at École Secondaire E.J. Lajeunesse, a French-language high school in Windsor, Ont., figured out a way to put his automotive skills to good use helping needy families. He started a program called Rebuilding Wheels, Rebuilding Lives, which makes reconditioned vehicles available to families who wouldn’t otherwise be able to afford one.

Owen Seeger (left) and Joseph Reaume work on the Grand Prix.

He gets a lot of support from a variety of local businesses and social agencies. The United Way donates $5,000 a year to purchase parts. Family Services takes care of the application process to find families in need of a vehicle. Beverly Tire handles tasks like the safety inspection and emissions tests.

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INSTALLATION HARDWARE

Hunter Hill raises a 2006 Pontiac Grand Prix to start the work of replacing control arm bushings, muffler, battery, struts, and all brakes.

dealership, which supplies three cars a year. Usually, these vehicles are trade-ins and the dealer handpicks what would be right for the project. “It’s awesome to see the kids being a part of it and knowing that they’re helping the community and helping families,” said Barb Monette, office manager at the Chevrolet dealership. “People can get to work and back and help their families out. It helps them tremendously.” The dealership also helps with the transfer of ownership, licensing and all the other administrative tasks that go into getting the car ready for the family. The dealer covers these costs and provides a one-year warranty on the powertrain. “We know it’s helping a family directly and it’s a great feeling,” Monette said. It also provides a lesson that his students can learn from. Labbé wants his kids to “help out and be involved in the community. I try to teach my kids that you've got to do what you are able to do. Use your talents. Do something productive with your talents.” And they responded. “The kids are pumped. You should see the students

at these events,” Labbé said, adding that they’re “beaming” at events and “proud to be part of the project.” And it’s not just his auto students helping out. Other departments like the culinary team and business class help put on the events when giving away the car. So far, five have been given away. “The culinary arts class did a BBQ. The music class did a show for one event,” he said. “The business class is in charge of setting up the event and coordinating logistics. It’s a school project.” Labbé limits what kind of car he and his students will take in. “I’m not a body mechanic,” he said, so any vehicle requiring such work won’t be accepted. But he’s always looking for the right vehicle for the kids to work their magic on. “Something with a decent powertrain, ideally low mileage… ideally a transmission that is in good shape and doesn’t need rebuilding.” When he finds something like that, everyone gets excited. Labbé said he’s thankful for all the support he has received. “Everyone has been on board 100 per cent,” he said. It goes to show that anyone can use their talents to help others.

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April 2017

NEWS

By the NUMBERS Stats that put the North American automotive aftermarket into perspective.

93.5 MILLION

Forecast number of light vehicles expected to be sold globally in 2017, a growth rate of 1.5 percent over 2016’s record-breaking total of 92.1 million. Analysts say the growth is overwhelmingly driven by China.

30%

IHS Markit

73,092

Number of commercial vehicles (Classes 3–8) sold in Canada during 2016. That’s down 6.5% from calendar year 2015. Canadian new heavy duty registrations reached their peak in 2012 (83,488 units).

Percentage of vehicle trade-ins in December 2016 in which the value of the vehicle was less than the amount still owing on it. J.D. Power Canada, Automotive Market Metrics, February 3, 2017

IHS Automotive, Polk, 2015-2016 registration data

Retained value in a four-year-old Toyota FJ Cruiser – the highest percentage ever in Canadian Black Book’s annual Retained Value Awards. On average, wholesale values are up about one per cent from last year, with an average four-year-old vehicle retaining 50.6 per cent of its value. Canadian Black Book

KPMG 2017 Global Automotive Executive Survey

Highest ever “green score,” achieved in 2016 by Hyundai’s new midsize Ioniq Electric and BMW’s i3. It is the first time anything bigger than a compact car has led the list. As for the least environmentally friendly vehicles, it was a tie between the Mercedes-Benz AMG G65 and Chevrolet G2500 Express.

The expected five-year cost of maintenance for the 2017 Honda HR-V, the lowest of Kelley Blue Book’s Five-year Cost to Own winners. The average maintenance costs of the 21 category winners is $2,538. The Lexus LS460, at $4,310, was the most expensive to maintain.

American Council for an Energy-Efficient Economy

Kelly Blue Book

$1 trillion +

59%

Percentage of automotive executives around the world who believe half of today’s car owners won’t want to own a car in 2025. More than one-third of consumers share the same belief.

$1,790

1:1.3

Ratio of vehicles to people in Canada in 2015, slightly higher than the U.S. ratio of 1:1.2. 2017 Auto Care Fact Book

61%

Annual world market for driverless vehicles by 2045 – potentially the largest and fastest growing worldwide economic opportunity of the past 100 years.

The share of new passenger vehicle sales in the U.S. represented by light trucks, SUVs, and crossovers in 2016. The sale of sedans and other traditional cars has declined for six years in a row.

Lang Marketing

Autodata Corp.

14 CARS

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IT’S YOUR TURN Got an opinion? We’ll happily give you a page to get it off your chest! Send your rant to allan@carsmagazine.ca

Extended service is bad maintenance We’re not doing our customers any favours by stretching the oil-change interval. By Jim Voigt I respect Jeff Taylor as a skilled technician and a great advocate for the automotive service sector. I would be hard pressed to match his technical knowledge, but when I read his article on the demise of the 5,000 km oil change interval (December 2016), I felt that I had to respond with my opinion. While it is true that the new technology causes engines to enter stoichiometric balance sooner and cause less contamination of motor oil in general, the best way to protect engines from premature wear is to change the engine oil every 5,000 to 8,000 km or every 6 months. In my opinion, extended oil change intervals were designed by the manufacturers’ marketing division and engineers were pressured to make it happen. Extended oil change intervals have been advertised and utilized as a tool to sell more vehicles. I recently had an opportunity to visit a new car dealer when assisting my daughter with the purchase of her first new car. I asked the salesperson about the maintenance requirements of the vehicle. I was told with great enthusiasm that the vehicle computer would tell me when maintenance was needed and that the vehicle needed less maintenance than most. I then walked over to the service department and asked the same question and was shown a service schedule designed by the dealer. The service advisor told me that more frequent maintenance would be recommended if my plan was to keep the vehicle for several years. www.autoserviceworld.com

Over the last several years I’ve had many conversations with service advisors from new car dealerships who are confused and stressed out over dealing with unrealistic extended oil change intervals. Other maintenance items are at risk of being underperformed when vehicles are arriving in the bays at unpredictable mileage intervals. Services such as tire rotations, vital fluid changes, and brake system maintenance are normally done at specific mileage markers. Since clients normally expect to have these services performed when the vehicle is scheduled for an oil change, these other maintenance services can get pushed off longer than they should. Many car manufacturers are now paying for engine repairs to older vehicles that are experiencing mechanical failure or oil consumption issues in an attempt to keep their customers happy. Recently we had to replace the engine for a client that owned a 2010 Buick Enclave that had only 139,000 km on the odometer. I should point out that this client changed the oil only when the oil life monitor indicated that it was time to do so. The average interval between oil changes was around 9,700 km. The timing chain disintegrated and it sent metal filings

into the oil galleries. My client and I were surprised and disappointed that the engine had failed at such a young age. Before we performed the repair, I called my local dealership to ask if GM had any extended warranty or campaign to help this client. Not only was there no such help, I was told that GM has directed its dealers to tell clients with these vehicles to change the oil and filter every 5,000 km. In our kind of climate oil and filters really should be changed every 5,000 to 8,000 km or every six months. Proper and timely maintenance is key to lowering our clients’ vehicle operating costs. Extended oil change intervals are hindering that, and are causing many vehicles to be chronically under-serviced. Maybe we need to remind our clients that a dollar spent on maintenance will save them many dollars in the future and allow them to keep their vehicles longer.

Jim Voigt is the owner of Columbia Auto Service, in Waterloo, Ont.

April 2017

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Analyze with accountability A little time spent analyzing your numbers could help you earn tens of thousands more per year. By Bob Greenwood

Too many shop owners spend all their time working “in” the business and not “on” the business. There really is a difference. To succeed using the first method, you need to work hard. To succeed using the second method, you have to work smart. The best operators spend at least a day a month to really analyze their business. This is time well spent if it helps the shop hit its profitability targets. The question many people are asking these days is what should be measured in order to maximize productivity and increase net profits. It’s a good question to ask. After all, “if you can’t measure it, you can’t manage it.” So here’s a check list of items that should be measured each and every month. Labor rate. You need to establish different rates – the fluid service rate, the maintenance rate, the diagnostic rate, and the reflash rate – to obtain the right multiples between the amount you pay out to your technicians and the rate you take in from the clients.

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Effective labor rate. Consider your shop’s labor potential. Now, how close are you getting to that optimum amount? This is a critical calculation. Number of invoices written each month. Are you controlling the volume of business you handle? Or are you missing potential revenue because you’re allowing the shop to get too busy? Average labor hours per invoice. Are you measuring productivity accurately? Or are you just looking at sales? There’s a big difference. Average sales and gross profit per invoice. What are you really making on the average sale in your shop? Is it growing or shrinking? The best way to figure it out is to measure the total gross-profit dollars against the total cost-per-billed-hour multiplied by the number of hours billed on that invoice. Average labor produced per technician. Are your people producing more or less than the industry average? Are they billing more hours as their

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CONTINUED Æ

April 2017

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knowledge increases? Are they achieving 8 hours billed for 8 hours worked? If not, why not? Daily operating expenses. What does it cost to turn the key in the morning? Are you giving more thought to the “common sense” expenses of the shop? Current ratio. Is the business getting more liquid? Can all the bills be paid when they’re due? Age of receivables. How long does it take to collect the average receivable? Is progress being made to eliminate receivables? What is the true net profitability of each account, factoring in the number of days to get paid? Age of payables. Are you paying all your bills when they’re due, taking advantage of discounts offered for prompt payment? Ratio of labor to the total wage package. This helps measure the effectiveness of management’s ability to “make the shop productive.” Gross profit by revenue category. What is the contribution of each revenue category? Are you focusing on the important ones that truly drive net profit? Sales mix. What is the breakdown? When analyzed properly, it can tell what type of client base you have and how best to manage your staff, equipment, and training. Inventory turn / earn index. Are you under- or over-stocked? You want to find the right inventory level. Cash is king. It is important to make sure it’s working for the business. Shop efficiency. This seems to be the most misunderstood term in the industry. Without doubt, inefficiency is the biggest cost-per-hour in running a shop. There is an optimal site efficiency percentage and you want to hit it every day. These are only some of the important measurements that should be examined each month. Math does not lie. It’s a very precise science. By following the trendlines in your business and analyzing the year-to-date numbers, you can start to

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maximize profitability, enhance business relationships, and really move your shop to the next level. That’s what is required to ensure you don’t just buy yourself a job. That’s how to truly enjoy the challenge and rewards of a fulfilling career.

Get focused. Measure your business properly so you can make the right management decisions to move forward and achieve what you want to achieve. Make the time to learn the very best management techniques for your shop. One of the biggest factors in success today is the courage to embrace new concepts. If you really want to accelerate your education, enroll in a management class designed specifically for the automotive repair and maintenance industry. Maximize your returns by committing to make the recommended changes in your business. And stick with the principles of strong management. In the current technology-driven economy, there are some exciting opportunities for the independent sector of the automotive aftermarket. The next five to seven years are going to be far more profitable than the last 10 were… but only for the select few who recognize the possibilities and grasp them.

Bob Greenwood is a management consultant and business advisor specializing in the automotive repair and service industry. You can reach him at greenwood@aaec.ca.

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A nice

bonus Recent immigrant Dikran Touloumjian tackles another job at AMA Tire & Service in Toronto.

Is cost keeping you from hiring someone who could help make your operation more productive? You could be eligible for a hiring grant to make it happen. By Bonny Koabel For Dikran Touloumjian and Joe Kazarian it was a win-win situation. Touloumjian, a former automotive technician and recent immigrant from Syria, got a job with learn-as-you-earn training. And Kazarian, the owner of AMA Tire & Service in Toronto’s west end, got a new hard-working technician to round out his staff. The bonus was that part of Touloumjian’s wages would be paid by the Ontario government. “I would have hired Dikran anyway,” says Kazarian. “He’s a very good worker, with the right background and experience. But the grant is a nice bonus.” Government grants, like the one AMA Tire & Service received, are designed to make it easier for www.autoserviceworld.com

companies to hire new workers. Available in every province and territory, they’re essentially a redirection of employment insurance funds. The focus of hiring grants is different in each jurisdiction – depending on what industry or people-group the money is intended to benefit. And some provinces have multiple programs, providing a wider safety net for a diverse group of people and industries. The common goal is to help companies provide jobs to people who need them. That’s seen as preferable to paying people to stay at home and collect employment insurance cheques. In most cases, in order to qualify for a hiring grant, your new employee must be a Canadian citizen or permanent resident, and they cannot be leaving

an existing job to work for you. Your job is to provide the kind of on-the-job training that will help ensure your new employee’s success. Your company is not locked into keeping the employee if they don’t work out. Even if the new employee quits or gets fired, your company still receives a grant to cover the period of time the employee was there. So how much money are we talking about? Hiring grants can total up to 50% of a new employee’s wages for up to six months, depending on the amount of training required. For example, if the new employee is paid $12 an hour and works 40 hours a work, the maximum grant would be $6 x 40 hours ($240) a week. You would receive that for a maximum of 26 weeks, which works out to $6,240. In the case of AMA Tire & Service, the application and approval process was quick – less than seven business days. Once Touloumjian had started his new job, a representative from Employment Ontario came out for a visit to see how things were working out. Kazarian received his copy of the hiring grant contract, which detailed the terms and conditions of the funding, and Employment Ontario started receiving copies of Touloumjian’s paystubs. Grant money is calculated and paid automatically. “It has worked out very well for us,” says Kazarian, adding that it makes sense for other shop owners to look for applicable hiring grants. “Things like this are definitely a help to our industry.” For his part, Touloumjian is signing up to work his way through the apprenticeship system. Again, it’s a win-win. Check out the options at www. tinyurl.com/grants4me.

Bonny Koabel, CPA, CGA, is president of AKR Consulting Canada, a Mississauga, Ont. firm specializing in government grants, subsidies, tax credits, refunds, and rebates.

April 2017

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Performance Quebec is a high-tech ‘dream garage’ in the shadows of La Belle Province’s mountain resorts.

By Mark Cardwell Francois Bergeron had little interest in sports like hockey, baseball, or skiing when he was a kid growing up in the rural village of St-Ferreol-les-Neiges, 50 kilometers northeast of Quebec City. What really turned his crank was motors. And speed. “I was crazy for anything and everything that had an engine – and the faster the better,” said Bergeron, 36. He spent much of his youth ripping across the rugged Charlevoix region on snowmobiles, ATVs, dirt bikes, cars and trucks. He repaired and modified them in friends’ garages and in the bays of his grandfather’s service station. Eventually, one of his uncles would convert that old BP gas station into a hardware store. And although it closed down years ago, another uncle, Daniel Lachance, still runs a respected auto body repair shop next door. Bergeron painted his first car there – a Civic Si that he bought at age 15 with his own money. That was before he even had a license to drive. He customized it with parts he found in magazines or online, and installed a powerful new motor, with the aiming of hitting 600 hp. “I was the luckiest guy I knew,” said Bergeron, who was raised by his mom after his dad died at age 30. “I had it all.” A trained technician who spent a decade living his love of classic vehicles and need for speed running his own successful speed shop in Quebec City, Bergeron recently returned to his roots and brought his passion for motors with him. Three years ago, he bought his grandfather’s old garage and invested $500,000 to convert it into what he calls his “dream garage.” Performance Quebec (www. www.autoserviceworld.com

A trained technician who spent a decade running his own successful speed shop in Quebec City, Francois Bergeron recently returned to his roots.

performancequebec.com) is equipped with lifts, tool boxes, a metal lathe, a milling machine, two metal saws, a brake light, a Snap-on diagnostic center, a tire machine, and a TIG welder. In addition to an open working space, it also has five bays: two for mechanical work and one each for a warehouse, a car wash, and a dynajet (the only one of its kind in the Quebec City region). Bergeron says most of the garage’s business is general repairs and maintenance to cars driven by residents of St-Ferréol-les-Neiges. But being right next to the Mont-Ste-Anne ski resort, there is also a lot of drive-by traffic that brings in vacationers. Cross country

skiers drive right past Bergeron’s garage on their way to the resort’s cross country ski chalet. In addition to the standard auto maintenance work, however, a good chunk of Bergeron’s time is still devoted to horsepower and torque. According Bergeron, about 30% of his garage’s business is speed-shop related, sold to well-heeled customers from across Eastern Canada and the Northeastern United States. They seek him out, in his mountainside village, to verify, tune, and optimize their super- or turbo-charged Mustangs and Camaros (among other cars). CONTINUED Æ

April 2017

PROFILE

Fabricating is part of the job when you’re working on super- or turbo-charged Mustangs, Camaros, and other high-performance cars.

“The coolest car I’ve had here is a ZO6 Corvette,” said Bergeron, who met some of his high-performance car customers at the many “show-and-shine” events he participated in years ago in Quebec and Ontario. He often drove away with the top trophies for the customized street-racing models he was making and driving long before the Fast and the Furious movie franchise made them trendy, and before police forces cracked down on the unsanctioned and illegal form of auto racing. Bergeron is also the go-to high-performance guy for several Quebec City car dealerships, including Ford, GM, Chrysler and BMW. He became very familiar with the dealership network in Quebec’s picturesque provincial capital as a regional distributor for high-performance part maker Johnson Research & Performance (JRP). Bergeron got the job by happenstance at the tender age of 22, partly because of a hand injury he sustained while working in the garage of Max Auto Sports, a speed shop he joined after finishing his auto mechanics course at a nearby trade school. “I spent two months working at the counter serving customers, but I was so good at it that the boss didn’t want me to go back in the shop,” recalled Bergeron.

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Trouble was, Bergeron quickly tired of the complications and frustrations involved with finding and ordering OE and aftermarket parts for engines, suspensions, brakes, and wheels in those early days of the Internet, when catalogs and order forms were still almost all paper based. “It was complicated,” said Bergeron. “So I quit.” After spending a year working in a general service garage that specialized in tires, Bergeron returned to Max Auto Sports, which had been acquired by JRP in the interim. Named JRPs regional distributor for Eastern Canada, Bergeron spent the next six years running the Quebec City business. Despite the good pay and the time and opportunity it provided him to live his love for high-performance cars and equipment to the hilt, Bergeron said he missed “getting my hands dirty in the shop.” In 2006, he struck out on his own and founded Performance Québec. Located in Quebec City’s Parc Colbert industrial park, the high-performance speed shop had four full-time technicians and two other high-performance specialists that Bergeron could – and often did – call on when there was too much work from local dealerships and private customers.

He said he ran the happening shop with the same energy, drive and discipline that he brings to the job every time he opens a hood. “Motors are my passion, whether they are high performance or not,” said Bergeron. “And I’ve always been a hard worker, like everyone in my family. I like things to be well done and for clients to be happy.” In 2013, Bergeron decided to relocate the garage out of Quebec City and back to his hometown. “The business was great but it was very stressful managing everything and I wasn’t working the garage much at all, which is what I really love to do,” he said. “And my wife was pregnant then too. So I decided to shake things up and come back home to where it all started.” Three years later, Bergeron has no regrets. Dressed in jeans, smoking cigarettes and drinking coffee as he fields phone calls and orders parts over the Internet from one or both of the two computer screens in the cluttered office next to the garage, he said he relishes living and working alone at his own pace on every kind of car. “There’s a lot less stress in my life now,” said Bergeron, today the single dad of a three-year-old boy who is showing early signs of an interest in cars and motors. “I still love doing high-performance stuff. But I enjoy doing general mechanics just as much, maybe more, because you don’t have the same pressures and stress. “What I like most is putting my skills and knowledge to work for people. If a part is broken, I’ll make one or repair it so customers don’t have to pay for replacements. People appreciate that, and it makes me feel good.”

Mark Cardwell is a freelance writer based in Quebec City, Que.

www.autoserviceworld.com

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Getting by with a little help Banners and franchises offer a wealth of advantages to independent shops. By Allan Janssen The point is often made that the owners of independent repair shops place unusually high value on their independence. They tend to have strong views on how automotive service should be sold, they’ve created a corporate personality that works for them, and they like to do things their way. But the economy, supply chains, and consumer behavior are all evolving, and rugged individualists may find that the retailing scene is not as friendly as it once was to independent businesses. In fact, ‘going it alone’ can sometimes be a self-limiting factor. Not only is there strength in numbers; there’s also support, advice, buying power, and economies of scale. John O’Dowd, senior director of marketing and banners for NAPA Canada, says shops that hook up with a program can leverage a wide range of

www.autoserviceworld.com

advantages that will take their business to the next level. “I strongly believe some independent automotive service providers (ASPs) are struggling to grow their businesses. While some of them are taking advantage of tools that are available to them, a lot are not. And I think you can clearly see the difference out there between those who are leveraging banner support and those that don’t.” If you’re looking for tools, joining a franchise is one option. Typically it will involve a significant image change, as you not only take on the colors, logo, and branding of the franchise, you also take on their name. You can retain some of your independence by joining a banner program. It will require a make-over and some new branding, but you may be able to retain your shop name and CONTINUED Æ

April 2017

some of the individualism that your clientele has come to know and love. In both cases, however, what you give up in personality is more than made up for in other areas.

A proven formula Banners and franchises have worked out many of the kinks in selling automotive service. Their processes offer a kind of business paint-by-numbers – from marketing and branding to service delivery and billing. Mister Transmission is an example of a franchise program that is actively recruiting independent transmission shops, largely because new builds are not a great option in Canada right now. “No one is building brand new automotive service bays,” says company president Randy Moore. “Automotive space is hard to get. Everyone wants it, nobody has it, and no one is building it. Towns and cities don’t want you on main streets anymore. If you want to expand, you’ve got to look for existing players and existing facilities to work with.” But in looking at prospective franchise players, he says he was stunned by how many shops lack routine business infrastructure. “A lot of these guys don’t have a customer list per se. There is no structure. Some of them are still hand-writing invoices,” he says. That’s a real warning sign. “There’s no quantification in stores like that. They don’t know their own numbers. Ask them what their profit margins are. They don’t know. What is their inventory worth? They don’t know. What’s their EBITDA (earnings before interest, tax, depreciation and amortization)? They don’t know. They don’t have any structures within their businesses other than that they do it their way.” Chris Thorne, who heads up the NAPA Autopro program as national

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director of banners at UAP Inc., says the value of a banner is the work that has gone into workable processes that will increase profitability. “It’s not just a matter of putting a bunch of ideas together and throwing them out there,” he says. “A good program is constantly improved, with the help of all the members, to offer the best value.”

Built-in support The banner or franchise head office becomes an instant resource for members, offering help on a wide variety of issues, from the preferred POS system, to human resources, to market analysis, to retail strategies. Some also have extensive training options to help educate staff. They constantly develop new products and services, and are disciplined enough to eliminate them when they’ve run their course.

‘Going it alone’ can be a self-limiting factor. There is strength in numbers, as well as support, advice, buying power, and economies of scale. “Programs and training are great. But there has to be full support to make sure you can implement and manage it well. Otherwise it’s just another bullet point on a brochure,” says Thorne. “In this industry, independent operators need support. They feel like they’re up against the dealerships – and they are. If they’re given the resources to allow them to compete with the big players while still being locally owned and connected to their

community, that’s very powerful combination.” Moore says banners and franchises have developed complex processes – sometimes over the course of decades – to streamline aftermarket services. “We know what it costs to operate a business,” he says. “We understand the margins that need to be achieved. We know how much we can pay for parts. We know how much we can pay for rent. We know what we can pay for wages. We can put the right systems and processes in place on Day One.” Not only that, but a franchise or banner head office will watch, measure, and balance every number, and educate members on how to use the business tools. That is the real value of what they bring to the table. Process management that quantifies everything, with guides and assistance to make sure you meet your targets.

Brand recognition In today’s Internet-assisted consumer culture, brand has never been more important. Name recognition is what consumers look for, especially in a recession. And there’s a perception among consumers that they’re taking less of a risk when they turn to a chain for products or services. Few independents invest in the kind of point-of-sale materials, advertising, event planning, and other marketing materials that attract consumer attention. “When people move to a new town, they don’t know any independent businesses,” Moore points out. “But they know the chains, and that’s often where they’ll start. If the chains don’t disappoint them, that’s probably where they’ll stay.” Features like warranties really resonate with consumers, he says. “It’s a value-add, knowing that you’re buying into a reputable program and there’s a corporate office www.autoserviceworld.com

somewhere that’s going to back it up. That drives the retail value. People will pay more for that kind of assurance.”

Become part of a community The relationship between franchisees or banner members is incredibly important. When you join a program, you begin working with a group of people who know what you’re going through and are willing to help. Having peers that can answer questions and offer sound advice, is a huge benefit over a standalone business. Sometimes they can even help with one of the biggest challenges in the business: finding good skilled workers. Some programs coordinate a work pool that allows employees to move around within the chain. Many franchisees know which shops are looking for good employees and, when the opportunities arise, they’ll share resumes.

from someone else and following a business formula. But for many shop owners, the advantages of banners and franchises outweigh the negatives. And in today’s business climate, it may be prudent to have a little extra help.

“You’re always independent to a degree,” says Thorne. “Just because you throw a sign on the building doesn’t mean you’ve given up your identity or your autonomy. It just means you’re getting a little help building value into your business.”

Build residual value in your business The benefits of hooking up with a banner or franchise extends beyond the immediate. Building a business on proven strategies and principles, with a known brand name, builds equity that is ultimately transferrable when it’s time to sell or retire. “I have not seen a profitable business yet that was difficult to sell,” says Moore. “The businesses that don’t sell are the ones that have no system, or processes, or accounting structure.” Despite the benefits, franchising is not the right choice for every person. If you fear a loss of independence or identity, franchising won’t appeal to you. It will require you to leave the bigger business questions to others. If you have unrealistic income expectations, you may be quickly dissatisfied with a franchisee. And if you’re a true entrepreneur, you may find it difficult to take direction www.autoserviceworld.com

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The automotive aftermarket needs your help.

Your livelihood and the sustainability of the industry depends on access to OEM repair information. We need to hear from you. We want to understand what works or doesnâ€™t work for you as a service provider when you have a vehicle in your shop that requires a reprogramming or update. Go to www.surveymonkey.com/r/AIACASIS to add your voice.

The Automotive Industries Association of Canada www.aiacanada.com | @aiaofcanada

work, worn or noisy brakes usually get noticed quickly and are given high priority for repair. But there’s evidence that suggests independent shops are losing ground to dealerships in the critical brake category. A recent report by the market research firm J.D. Power shows that Canadian dealerships captured some 52% of all brake work in 2016, up four percentage points from 48% in 2015. That gain came at the expense of branded repair shops, which earned just 16% of the work (down from 19% in 2015), and independent repair shops, which captured 31% (down from 35% in 2015). More concerning for the traditional aftermarket channel, however, was the OE’s increasing share in all vehicle age groups. Among vehicles 4-7 years old, dealerships captured 63% of the brake work in 2016, up from 60% in 2015. And among vehicles 8-12 years of age, dealerships captured 40% of the work, up from 35% in 2015. By comparison, independent shops earned only 23% of brake work from 4- to 7-year-old vehicles (down from 26% in 2015), and just 39% of 8- to 12-yearold vehicles (down from 44% in 2015). According to J.D. Power, that “significant market shift” could be due to the growing complexity of brake service and the growing demand from consumers for quality parts and service in this category. That’s a finding echoed by The NPD Group, which released its 2016 “Do-ItFor-Me Consumer Report” late last year. The U.S.-based study found that

Key Steps to a Complete Brake Job

Ensure top performance, safety, and customer loyalty by doing a thorough job every time. By Allan Janssen

www.autoserviceworld.com

Brakes are among the most common service work done at automotive repair shops… and it’s not hard to see why. Modern vehicles are built for modern life – whether they have to handle the stop-and-go nature of city driving, or the high speeds and hard braking of commuter highways. Through it all, brake pads and related components take a beating. And while consumers may defer a lot of other maintenance

CONTINUED Æ

April 2017

DIFM consumers prefer to go to dealerships for “advanced jobs” such as replacing brake pads – at least for the first part of their vehicle’s life. Predictably, that preference steadily declines as the vehicle ages. But it is only when vehicles reach the age of eight years and older that independent repair shops take the lead for this kind of advanced work. According to NDP director and automotive industry analyst, Nathan Shipley, “Achieving customer loyalty takes effort in this competitive service environment, but it all boils down to a matter of trust. Trust is critical, as it is the most important factor for consumers when determining where to take their vehicle for service.” So how do you earn that trust? And how can an independent shop maximize transactions in this important category? Industry watchers agree that selling a complete job reduces comebacks, ensures consumer satisfaction, and builds loyalty.

customer, use visual aids to explain how brakes work. And if you can produce pictures of the condition of their actual components, that will build greater trust. Third-party documentation, like specifications and test results will further confirm your diagnosis.

2Attention to detail

Technicians are well familiar with the main points of brake replacement, but there are plenty of finer points that are sometimes overlooked. It’s important to clean all parts and properly lubricate moving components. Remove rust and debris that has built up on parts like steering knuckles and mounting brackets. Even thin layers of rust can lead to unreliable function, uneven wear, and sticking parts. Bring it right down to bare iron where possible, and then lubricate any metal-to-metal contact points to ensure the system has proper range of motion. Check calipers carefully, being sure to open the bleeder valve during compression so dirty or moisture-contaminated brake fluid is flushed out properly and does not continue to damage the system. It’s best to replace rotors and pads together. Used brake rotors have a

due to leaks. Aftermarket brake kits are available that include all relevant hardware. There are also brake-bleed kits and brake-line kits that make a complete job quicker and easier. New brake hardware should be installed whenever rotors and friction material are replaced. This is a critical step since hardware can be composed of lighter steel or contain springs that can lose elasticity over time. These parts are designed to keep brake components in the correct placement and orientation. The small cost of replacement is absolutely justified to ensure proper brake function and extend the useful life of the components.

3Do a road test

Breaking in the new components is a final key step in the complete brake job. The best way is to conduct a series of gentle stops that steadily increase in intensity over about 15 minutes. Accelerate to about 50 km-h and then come to a full stop, allowing at least 30 Inspect thoroughly seconds of cool-down between each A comprehensive report of the state stop. You can get 25 to 30 stops in that of your customer’s braking system time, which will allow the components starts with a detailed inspection, with to mate up effectively. It will also help special attention to known abate the kind of new-compopattern failures and system nent noise that tends to annoy idiosyncrasies. Know what to A recent report by the market research customers. look for, and check everything It’s better to have a technifirm J.D. Power shows that Canadian cian including the less-obvious perform the break-in components. Most notably, dealerships captured some 52% of all process, rather than the check for uneven wear – front because not only will brake work in 2016, up four percentage customer, and back – and ensure that all you be sure it gets done, but points from 48% in 2015. the parts are holding up, with you’ll also get a chance to check bonding and connections the pedal feel and ensure there’s intact. no pull to one side or the other. Proper measurements are far pref‘friction film’ that has transferred from Not only will properly adjusted and erable to simply “eyeballing it.” the brake pad to the braking surface of maintained brakes keep your customers Percentages tend to mean different the rotor. This can lengthen stopping safe on the road, but your work will things to different people, but actual distance. At the very least, the old actually save them money in the long pad measurements don’t lie. On any friction film should be removed. run. report, note the minimum wear specCarefully check the condition of the A complete brake job is designed to ification as well as the actual thickness wheel cylinder. They typically undergo restore the vehicle’s brake system and and condition. That will speak volumes the same amount of wear as brake braking performance to factory levels. to safety-conscious consumers. shoes do. Replacing badly worn wheel As an added bonus, it’s almost sure to When explaining the situation to your cylinders will prevent future comebacks foster greater customer loyalty.

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44 years of making a GLŦHUHQFH Your continued support (more than $4.7 million in donations) has had a profound impact on Muscular Dystrophy Canada. In honour of our efforts, and yours, Muscular Dystrophy Canada has created the Annual Fred Shaddick Community Service Award recognizing outstanding contribution to the community.

Since 1954, Muscular Dystrophy Canada has been committed to improving the quality of life, mainly through donations, for the tens of thousands of Canadians with neuromuscular disorders and taking the lead in research for the discovery of therapies and cures. Shad’s R&R has continually supported these efforts since 1973 by donating over $4.7 million dollars to Muscular Dystrophy Canada. Now entering our 44th year of support, the automotive aftermarket continues to fulfill founder Fred Shaddick’s original mission of FOR THE KIDS.

Mark your calendars for the 44th Annual Shad’s R&R Golf Tournament on Thursday, June 8, with all proceeds to Muscular Dystrophy Canada. START TIME 10:00am SHARP!!

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Brad Shaddick

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brad.shaddick@federalmogul.com • Shaun Keogh • Ray Osika • Scott Stone • Cameron Young

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TALKING TECH

The next

‘new’

refrigerant In the pursuit of a more environmentally friendly alternative, we went from R-12 to R-134a, and now from R-134a to R-1234yf. By Jeff Taylor As of 2021, all new cars and trucks must be filled with a low global warming potential (GWP) refrigerant. GWP is a measure of how much heat a greenhouse gas – such as a refrigerant – will trap in the atmosphere over a specified amount of time. Remember the old R-12 (Freon) we used in the 90s? It had a GWP rating of 10,900. R-134a, the next refrigerant most commonly used in mobile applications, has a GWP of 1430. The latest ‘new’ refrigerant is R-1234yf. It has a GWP of 4. To put that into perspective, liquid carbon dioxide, the naturally-occurring chemical compound that can also be used as a refrigerant (R-744) has a GWP of 1. Little wonder, then, that R-1234yf is the current choice as the next “new refrigerant” for mobile use. It would be something of a misnomer, however, to call it new. It’s been used for a couple of years now. Fiat Chrysler Automobiles (FCA) has been the most

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enthusiastic adopter in recent years, but other manufacturers have also used it on a limited basis. It became the refrigerant ‘du jour’ in 2016, with the introduction of GM, Ford, Honda, and Subaru’s 2017 fleets models. More carmakers are expected to follow in order to be compliant with current U.S. EPA guidelines. This changeover will require new equipment and diagnostic techniques for the AC service industry. But first we need to understand the operational characteristics and the differences created by the new R-1234yf refrigerant. For one thing, this heavier-than-air colourless gas is almost a direct drop-in replacement for R134a. As such, it was a cost-effective alternative (rumored to be anywhere from $39 to $50 per vehicle), making it very attractive to the automotive industry. Few changes in the manufacturing processes, and no significant system design changes were required. R-1234yf is slightly flammable. It will ignite… but not easily. It should be

treated with a bit more respect than previous refrigerants. However, extensive testing by SAE and other independent agencies proved that under normal operating situations it’s no worse than any other flammable liquid contained under the hood today. And while it is significantly more expensive than R-134a, manufacturers expect the price to decrease as production increases and growing demand creates favorable economies of scale. As for tooling, yes, you will require some new service and test equipment (more on this in a bit) but it won’t be like the end of R-12, which was totally phased-out in a short period of time. R-134a is not going away and will continue to be available for the foreseeable future.

System differences The new refrigerant required new service ports, that’s probably the most notable change. But there are also some subtle, less-visible design differences. There is clear emphasis on improved sealing and leak prevention. The system requires the use of triple O-ring seals, double O-rings, and flat gaskets, www.autoserviceworld.com

The inline heat exchanger on a 2017 Hyundai. The ILHX is one of the distinctive characteristics of an R-1234yf system.

while spring lock connectors have been eliminated to lower the chance of leaks. Evaporators and expansion valves (TXV) have been specifically designed for the operational characteristics of R-1234yf, so attention to the proper part numbers and applications is a must. New compressor designs are also gaining popularity. They reduce the amount of AC oil required for lubrication, by retaining the oil in the compressor itself. Forcing refrigerant oil droplets through the AC system and in the AC compressor itself creates a pumping loss that is measurable. And this loss shows up in fuel economy. Many new compressors designs are now equipped with internal baffles and devices to separate the oil from the refrigerant and keep it in the compressor. One design uses an internal centrifugal oil separator on the discharge side. The lighter refrigerant heads off to the condenser but most of heavier oil stays in the compressor and flows into a storage chamber to provide lubrication. These compressors debuted on hybrids but will no doubt make their way into other non-hybrid models. R-1234yf refrigerant oil is different from what was used in R-134a systems. It will be manufacturer-, model-, or www.autoserviceworld.com

The AC sticker (J639) makes it clear that the gas is flammable. Also note the amount of system oil (2.7 oz.), and the required Ford part number.

even compressor-specific. Polyalkylene glycol (or PAG) oil is typically used, but it has a totally different additive package than the PAG oil used in R-134a so the two types shouldn’t be mixed. FCA’s underhood AC decal clearly states that the system requires PAG oil, but it doesn’t provide a part number the way Ford does on its stickers. FCA currently uses three different compressor-specific R-1234yf PAG refrigerant oils, so attention to detail is important. Compressor manufacturer Denso says the most common reason for replacement compressor failure (25%) is the use of improper oil. Clearly, using the proper oil after a repair or during service is imperative. The amount of oil used in the R-1234yf system is substantially reduced. The

There are clear differences between the high side fittings of an R-1234yf (on the left) and one from an R-134a system (right).

classic R-134a system had an oil capacity of 6 to 9 ounces. The newer R-1234yf system could have as little as 3 or 4 ounces in total. Or even less if it has the newer oil-retaining compressor. Lowering the amount of oil reduces pumping losses and increase cooling efficiency. Unfortunately, it has an adverse effect on the effectiveness of dye-based leak detection. The use of an Inline Heat Exchanger (ILHX) is a distinctive characteristic of a R-1234yf system. It is a simple device with no moving parts… but it can improve an AC system’s efficiency by as much as 10%. The ILHX is a liquid-to-vapor heat exchanger that precools the liquid refrigerant entering the evaporator. It also forces all the refrigerant to evaporate after exiting the evaporator. This ensures that only vapor enters the suction side of the compressor. If small refrigerant droplets remain in the refrigerant after the evaporator, they can rob energy from the engine. The most popular ILHX design, used with an expansion valve, is a pipe-inside-pipe design. This set-up allows the hot liquid refrigerant from the condenser to flow through the inside pipe, while the cooler refrigerant vapor CONTINUED Æ

April 2017

TALKING TECH from the evaporator core flows around it in the outside pipe, on its way to the suction side of the compressor. The increased AC efficiency created by the ILHX is harnessed several different ways. Reducing the amount of refrigerant needed is high on this list. But the need for smaller, lighter components (like compressors) would also be a bonus for manufacturers. Not only would the weight savings be very attractive to emissions-conscious carmakers, but they would reduce engine power consumption by minimizing the pumping losses attributed to those small droplets of non-evaporated refrigerant. This measurable amount of energy savings, when it’s all added up, reduces tailpipe emissions and increase fuel economy. Toyota, Hyundai, and Mercedes Benz models equipped with R-134a systems have been using an ILHX for their noticeable increases in

AC efficiency. It was thought that all R-1234yf systems would be equipped with one, but Honda’s new 2017 Ridgeline, equipped with R-1234yf, doesn’t use an ILHX. The Ridgeline’s efficient condenser design has a large enough surface area to maximize heat transfer and the extra part isn’t needed.

Service equipment R-1234yf is going to require a new AC machine that meets new SAE standards. The unit may be dedicated to R-1234yf (SAE J2843) or a combination unit that will service both R-134a and R-1234yf independently but in the same machine (SAE J3030). These new units monitor airflow, inside the system and out (alarms will go off if the airflow is blocked or restricted), and they won’t have automatic oil injection. An identifier will be part of the mix

The R-1234yf service port.

since R-1234yf AC machines need to know what refrigerant is currently in the system. Mixing refrigerants can cause

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to escape out of. Because the use of oil-retaining AC compressors is gaining popularity, very little oil is flowing through the system. If a dye is added, it will take far longer to be detected.

No more ‘rules of thumb’

Close-up of the old R-134a service port.

pressure issues, diagnostic mistakes and component damage. The identifier can be a handheld unit that will communicate to the AC machine via a USB cable or built into the actual unit itself… but the service unit will not function until it gets the identifier’s report. Prior to charging the machine will perform two system leak tests: a vacuum decay leak test and a partial pressure test. If the vacuum decay is greater than 51mm Hg/min in five minutes, a leak is indicated and must be found and repaired before it can move to the next step. The next step is for the machine to partially charge the system with about 15% of the total charge. Again, it will look at pressure decay, but will also require the use of an electronic leak detector aimed at a floor duct with the blower motor set at high and the air being discharged from the floor duct. If no leaks are detected, the system will continue to fill. Leak detectors will have to meet SAE J2913 standards that have an improved sensitivity of 4g/year. That is a really small leak, indeed. Dyes that are used have to meet SAE J2297 to ensure they’re compatible with the oil, seals, and gaskets. The use of dye as a leak detection method may be in jeopardy unless it was factory installed. The dye that we typically use mixes with the AC oil and moves through the system, becoming detectable with a special light when it finds a leak www.autoserviceworld.com

The use of R-1234yf will help our environment and increase fuel economy but new equipment and procedures are going to be necessary. You may not rush out to buy new equipment today… but if you’re replacing an R-134a machine anyway, it may be wise to consider a dual machine or ask if the R-134a machine you want to purchase can undergo a conversion to service R-1234yf systems. Proper leak detection is going to become a top priority for a lot of shops, if for no other reason because the refrigerant is more expensive. And compressor replacement is going to require using the exact amount of the correct type of oil to ensure

proper operation. The old rule of thumb of adding one ounce of oil when replacing a condenser and two ounces when replacing an evaporator must be ignored. The manufacturer’s specifications must now be followed closely or AC performance will suffer. And that’s something the customer will notice right away. Start looking at the AC stickers to get a handle on just how little oil and refrigerant are in these systems. Get used to that reduced amount, or you’ll find yourself with plenty of come-backs! R-1234yf is not new anymore… but it will become even more common with the 2017 model year. Jeff Taylor is a former Canadian Technician of the Year, and lead technician at Eccles Auto Service, in Dundas, Ont.

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April 2017

BAYWATCH BA Auto coolant program CRP Automotive announced the Rein Automotive Cooling System Program. It provides shops and technicians an assortment of cooling system replacement parts featuring coolant hoses, water pumps and kits, expansion tanks, thermostats and thermostat assemblies, reservoir caps and sensor kits for popular European applications. Hoses and assemblies are designed as direct replacement for OE versions. Water pumps and kits are a new addition to the program. The coolant expansion tanks and caps contain no reground plastic. www.crpautomotive.com

Engine coolant recovery tank Heat and engine vibration can damage plastic overtime causing cracks and leaks. Dorman’s Engine Coolant Recovery Tank uses premium plastic to withstand the effects of stress generated by the engine compartment. Thoroughly tested to ensure performance, it comes with a reservoir cap and a level sensor (where applicable). www.dormanproducts.com

Poly-V belt Continental has introduced the new Extreme Duty Poly-V belt for the North American heavy-duty aftermarket. Offered in 90 new parts numbers for class 6-8 heavy-duty trucks, they’re available in 8-, 10- and 12-ribbed profiles, packaged in a new sleeve design. The Extreme Duty Poly-V straight-ribbed belt is designed to perform well under higher underhood temperatures, resulting in lower emission standards. They come with a 100,000-mile guarantee. www.continentalhd.com

Premium cabin air filters High-performance radiator Spectra Premium has announced what it calls “a technical innovation” with its new radiator. The NSCR100 is designed for high-performance applications and was scheduled to be tested by race car driver Jean-François Dumoulin at the end of March. It’s fully aluminum with heavy gauge tubes, and has an integrated oil cooler to reduce weight. Its design requires no special tools as anchor points allow for faster removal. The radiator vent has been relocated to avoid damages in case of a light frontal incident. www.spectrapremium.com

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Robert Bosch LLC. has launched a new High-Efficiency Particulate Air (HEPA) Premium Cabin Air Filter line with 58 SKUs that cover 110 million vehicles in operation in the U.S. and Canada. It protects against finer microscopic particles of dust, allergens, harmful gasses and bacteria, and reduces deposits on HVAC components. Bosch HEPA Premium Cabin Air Filters include: triple-layer construction that includes a support layer, the HEPA layer, and a static cotton layer. Bosch recommends replacing the cabin air filter every 12,000 miles or at the manufacturer’s suggested change interval. www.boschautoparts.com

Main seal repair Most rear main seal leaks are caused by the drying, hardening and shrinking of the main seal, plus normal wear in the crankshaft and seal. Rislone says its new Concentrated Rear Main Seal Repair (P/N 34240) offers a solution to fix the leaks that caused the problem. This high-tech blend with reinforced synthetic polymers is specifically designed to expand and restore elasticity, giving new life to main seals, cam seals, O-rings, timing cover seals, and other gaskets. Rislone says most leaks will stop within 150 km or two days of driving. www.rislone.ca

Online catalog MAS Industries has launched a new Online Parts Catalog, accessible to anyone through the MAS Industries website. The new system allows users to search by vehicle or by part number. It features a responsive design that is compatible with all mobile devices, allowing access to over 8,000 part numbers covering passenger vehicles, light trucks and commercial vehicles. www.mas-industries.com

Tool catalog The new Snap-on full-line catalog showcases its wide range of diagnostic platforms to help customers find the right tool for them, whether they are just getting started or are the top technician in the repair shop. The key diagnostic tools include Snap-on’s Ethos Pro, the Vantage Ultra, the Solus Edge, the Modis Edge, and Verus Edge. The catalog also offers a wide range of tools available for professional automotive service. www.diagnostics.snapon.com www.autoserviceworld.com

Brake line Bendix has launched an enhanced Stop by Bendix brake product line. It offers brake coverage for all makes and all models. The line doubles the coverage of the company’s previous product line,

Training solutions Snap-on has added several new Modis Edge Training Solutions modules to its website to help professional technicians navigate the features and functionality of its latest diagnostic tool. Training for the Modis Edge combination full-function scan tool and scope/ graphing meter includes scanner codes, data PID view, grahic view, functional tests, and troubleshooting tips. www.diagnostics.snapon.com

Emissions control Tenn ec o’s Wal ker Emissions Control brand now offers coverage for millions of additional late-model passenger vehicles. The company recently launched 31 new parts, including 16 replacement catalytic converters. The latest coverage expansion includes CARB-compliant Walker CalCat universal converters, new EPA-compliant Walker Ultra manifold converters, and new EPA-compliant Walker Ultra direct-fit converters. www.walkerexhaust.com.

Ride control part numbers Tenneco has announced the availability of 34 new Monroe ride control part numbers that together provide coverage of nearly 12 million additional passenger vehicles registered in North America. The new part numbers include premium Monroe Quick-Strut assemblies and Monroe OESpectrum shock absorbers. www.monroe.com www.autoserviceworld.com

which includes passenger cars and light duty trucks. An improved shim design, the company says, offers quieter performance and the signature Bendix blue burnishing stripe acts as a lubricant during the brake products’ break-in period. Stop by Bendix says it meets or exceeds the performance of original brake products. www.bendix-brakes.com

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