Issuu

OUR SHOP of the YEAR rs Plus

a ff of Ge Jen Ho d n . a .C f Jef rge, B ce Geo in Prin

Whatâ€™s really going on when spark plugs spark? INSIDE

... and and d a llook ook att what wh hat some some other AWESOME SHOPS have been up to! JUNE 2017

Our O latest EYE SPY poster! Canada Post Publications Mail Agreement No. 40063170

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JUNE 2017 | VOL. 3 NO. 5

CANADIAN AUTO REPAIR & SERVICE MAGAZINE

FEATURES Management: Certified Shops

“Certified” shops have the benefit of a third-party endorsement to attract business and allay consumer fears.

Special Pull-out Poster: EyeSpy

These crazy DIY repairs will show your customers why they should leave automotive work to the professionals!

27 19

Cover Story: Shop of the Year

At Gears Plus in Prince George, B.C. they know that fixing the vehicle properly and meeting the customer’s needs is the key to repeat business.

COLUMNS Service Notes

Stories about forward-looking shops are the backbone of CARS magazine.

Talking Tech: Spark Plugs

What’s really happening when spark plugs spark? Here’s a refresher course on critical flame creation inside the combustion chamber.

It’s Your Turn

Managing numbers is a critical skill in this complicated business!

DEPARTMENTS Letters................................................................... 6

Greenwood’s Garage

Eye Spy ................................................................. 6

What’s your specialty? Shops may soon be forced to choose one.

In the News ........................................................... 9

By the Numbers ................................................. 14

The Car Side

Product Feature: Cooling .................................. 39

The crew tries to solve a driveability problem over a few greasy burgers.

Baywatch ............................................................ 40 Advertiser Index ................................................ 45

Our new international calling card. by

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June 2017

SERVICE NOTES CANADIAN AUTO REPAIR & SERVICE MAGAZINE

EDITOR | Allan Janssen (416) 614-5814 allan@newcom.ca CONTRIBUTORS | Alan Beech, Rick Cogbill, John Fraser, Bob Greenwood, Jeff Taylor. 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.

VP, OPERATIONS | Melissa Summerfield VP, EDITORIAL | Rolf Lockwood PRESIDENT | Joe Glionna CHAIRMAN | Jim Glionna CORPORATE OFFICES HEAD OFFICE 451 Attwell Dr., Toronto ON M9W 5C4 Telephone: 416-614-2200 Facsimile: 416-614-8861

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

The Shop of the Year Our annual award focused on what’s changed in the last 12 months… and for some shops that was a lot! By Allan Janssen From the days of cave drawings to the days of stick-figure stencils on the back of the family minivan, people have loved to tell their stories. CARS magazine exists, in part, to tell stories – your stories, from the trenches of Canada’s auto repair and service industry. Hopefully, if we’ve done our job, you end up learning how to overcome some of the obstacles of modern commerce. Our Shop of the Year program is nothing if not a way to tell the stories of some of the most progressive shops in Canada. If you go back and look at some of the winners, they’re all what we would call “aspirational” shops, offering a glimpse into the minds of successful entrepreneurs. This year’s winner, Jeff and Jen Hoff of Gears Plus, fit the mold perfectly. Their six-bay shop near the banks of the Nechako River in Prince George, B.C. is a bustling hive of activity. They’re relentlessly positive about the industry, excited to work on their customers’ vehicles, and committed to the most advanced tooling and training available. More to the point, Jeff has a unique way of expressing himself, and his enthusiasm for the industry is infectious. But this year, rather than just telling one story, we decided to give you an idea of some of the other stories we heard. We could have drawn great lessons from any one of the 18 shops that were nominated. But our focus was on what has changed in the last 12 months. We wanted this to be truly a shop of the year… and that whittled the race down to just nine shops. In this issue we tell how those nine

shops have decided to move forward in an industry facing rapidly evolving technology and shifting consumer expectations. That’s the real lesson here, I think. The most successful shops are thinking ahead. They’re reinventing themselves. For example, Mike Hinbest of Erskine’s Service Centre in Orangeville, Ont. told me he and his staff are thinking way ahead. “We plan to take one step forward every year toward handling the coming automation of vehicles, so when it does hit our industry, we’ll be ahead of everyone else,” he told me. “People say they don’t know where to turn first. We don’t either, but we need to start somewhere.” That’s the kind of foresight it takes to distinguish yourself in a crowded marketplace. I didn’t have the room to tell all the stories I heard, but I was inspired by every one of them, and I want to congratulate all the nominees, especially the ones whose stories will have to wait for future issues: Dalzell’s Automotive in Edmonton, Alta.; Ellis Automotive in Lakefield, Ont.; Frank Motors in Winnipeg, Man.; J & M Automotive Repair in Selwyn, Ont.; John’s Quality Auto Service in Lindsay, Ont.; Ken Grady Automotive Repair in Douro, Ont.; McKane Motor Sales in Timmens, Ont.; OK Tire Saanichton in Saanichton, B.C.; and Ultimate Car Care in Peterborough, Ont. They’re all winners in my books! Tell me what you think. You can reach me at allan@newcom.ca.

June 2017

LETTERS Great article on R1234yf I’m writing to congratulate your team and Jeff Taylor for his outstanding article on R-1234yf in the April Issue. As chairman of the SAE Interior Climate Control Service Committee, I am responsible for many of the standards referenced in his article. Mr. Taylor’s article is the most accurate I have read in several years and presents a very clear picture of the current state of play. Peter Coll Vice president Neutronics Refrigerant Analysis

CASIS would be even more successful with more use Thank you for your recent editorial on the Canadian Automotive Service Information Standard (CASIS). We on the CASIS Executive Board Task Force are very proud of the program and its success. We have service and repair listings for almost 100% of Canadian vehicles, collision data for 93% of vehicles, and security information for over 82% of the applications. Since 2012, we’ve had only 14 inquiries from independent repairers who have not been able to find the kind

EYESPY

Squirrelled away John Poos, service manager at Guelph VW in Guelph, Ont., sent in this shot of an investigation into a strange rattling sound under the hood. When apprentice Sean Urban (left) and technician Mike Mugford removed the engine undercover, a winter’s worth of chestnuts came tumbling out! Have an interesting picture to share? Send a high-resolution image to allan@newcom.ca

6 CARS

of service and repair information that is routinely shared with OEM dealers. Since July 2016, we have not received a single inquiry on repair and service information barriers. In fact, we find it interesting to get calls from new car dealers who find they can obtain more information for security access through the CASIS program at www.OEMrepairinfo.ca, than they can through their internal car manufacturer’s account. There are other advantages for independent shops to use the OEMrepairinfo.ca site. It gives no-charge access to General Motors collision manuals and structural dimension data, along with free calibration data and manufacturer’s position papers for most cars. Again, we are pleased that you are as happy with the CASIS agreement as we are. We see it as a valuable resource for the Canadian independent auto repair shop. And you’re right, it could be even more valuable if it was used more frequently. John Norris Chairman, CASIS Executive Board Task Force

Big changes coming to auto repair industry I enjoyed your editorial on CASIS (The Battle’s Already Won, April 2017). As you said, OEM repair and service information is available. The problem for many shops now is at what cost? If you repair American, Asian, and European vehicles, the price can be prohibitive. You may need to hike your labor rate 20-30% to cover the cost. Shops may also need to specialize more. Being a generalist isn’t good enough. And shops will need to grow. Many will need to double in size in order to get the number of vehicles that justifies their tool and training investment. It is becoming clear that many shops will need financial advice to help them navigate these changes. Andre Bolduc Impartex Inc. Quebec City, Que.

Changes to used tire program would be welcome Being an automotive facility and a generator of used tires, I thought the program was fine. The web site and the processes to arrange tire collection was poor and it seemed odd that if you weren’t punctual on the submissions of a claim you weren’t paid. It was also questionable that every meeting had limited seating. ‘Please don’t come’ was the message. I sure hope that the government stays out of overseeing the program and maybe they allow some already accountable business managers who have a vested interest in the program oversee its operations. John Huenemoerder J M S Automotive Mitchell, ON

What’s on your mind? We want to hear from you about anything you read in CARS magazine. Send your email to allan@newcom.ca

www.autoserviceworld.com

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NEWS

Apprentices shine at skills events Provincial and national competitions celebrate the exciting world of skilled trades.

igh school students and apprentices from across Canada were scheduled to converge on Winnipeg this month for the annual SkillsCanada national competition, celebrating excellence in 40 skilled trades, including automotive service. The event, at the RBC Convention Centre in Winnipeg, Man., brought winners of the provincial competitions together. Some winners of the nationals will compete at the World Skills competition in Abu Dhabi in October. In opening the Skills Ontario competition in Toronto in May, Ontario’s Minister of Labour said the sky’s the limit for young skilled workers. “All the things that young people aspire to they can achieve in the trades,” he said. “We need to tell them that.” He also noted the dramatic increase in women entering the skilled trades, and the increasing sophistication of training equipment at participating schools and colleges. “Gone are the days when apprentices could train in schools on outdated equipment that is never really used in

Crystal Campbell-Frost of Confederation College in Thunder Bay, Ont. works on an engine at the Skills Ontario event at the Toronto Congress Centre.

the workforce. That simply isn’t good enough anymore,” he said. Skills Ontario – the largest of the provincial competitions – attracted 2300 participants in 68 different trades.

More than 20,000 people attend the event, including thousands of elementary school and high school students being exposed to the exciting world of skilled trades.

Ontario’s Minister of Labour, Kevin Flynn, addressed sponsors at the Skills Ontario kick-off breakfast in May.

Participants in this year’s Skills Ontario competition set a world record for the number of people simultaneously hammering a nail. Inset: SkillsOntario board chairman Ray Lavender of Snap-on Tools of Canada with the Guinness World Record official certificate.

www.autoserviceworld.com

Judge Lino Correia of Centennial College, oversees a brake job by Algonquin College student Daniel Gerber.

June 2017

NEWS

Lindertech 2017 draws full house Nearly 100 technicians attended the latest Lindertech Technical Training Event, held in Toronto in April. The four-day event organized and hosted by John and Leah Cochrane of Cochrane Automotive in the city’s west end, drew diagnostic technicians and shop owners from across the country to hear U.S.-based trainers Ron Bilyeu, John Thornton, and Scot Manna. It is the 12th year for the conference that focuses on “real world training” with practical, hands-on sessions as well as in-depth classroom training. The emphasis on practical application is what sets Lindertech apart, said John Cochrane. “This is stuff technicians need to

Chicago-based trainer Scot Manna illustrates how a common sense, logical testing approach allows technicians to tackle diagnostic problems with greater confidence.

know,” he said. “The new vehicle industry is moving so fast. The technology is leaping forward every year. And given what we’re seeing come through the doors these days, technicians need to develop their diagnostic skills now more than ever.”

According to Manna, the technicians who take high-level diagnostic training are among the smartest in the industry. “Now we just have to figure out a way to charge properly for their skills,” he said. “A lot of shops struggle with that. Some do it right, but a lot more struggle.”

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Latest AIA paper looks at the future of the industry The Automotive Industries Association of Canada has released a study designed to help its members stay on top of the latest technology and react to potential industry disruptors. “The Changing Automotive Landscape: An Introduction” offers an overview on such things as autonomous vehicles, telematics, additive manufacturing, and electric vehicles. “At AIA, we believe that knowledge is power, and we want to provide our members with the resources to help support their strategic business development,” said Chanel Ghazzawi, manager of research and policy for AIA. “This starts with getting a clear understanding of the situation, and through this report we identified the key technological changes that are reshaping automotive practices and impacting the skills and talent required to service vehicles.” The paper is meant to be introductory, she said, but it does provide a series of recommended actions for government and policy makers, as well as some information on provincial programs that are available to help support research and innovation for businesses. The paper notes that companies like Google and Tesla have begun to emerge to compete with traditional aftermarket companies, and it discusses the slowing labor market, as well as the need for all levels of government to provide further incentives to boost innovation. It also contains information on the effect of the changing landscape to the aftermarket industry. For example, it looks at where demand is likely to decrease and how the field can broaden its horizons in terms of revenue opportunities. “Inevitably, these transformations will have some level of impact on the aftermarket supply chain, and we are committed to demystifying what those www.autoserviceworld.com

threats and opportunities may be,” Ghazzawi said, adding that many of the most dynamic transformations in the automotive industry are being driven by changing consumer demands. The paper also contains material on cybersecurity and concerns regarding safety as vehicles become more

connected. As well, what current and future skills will be required in the new reality of the industry. Members can expect more examination from the AIA. This report is just part of a broader project that looks at what these advancements mean for the aftermarket.

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June 2017

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NEWS

AIA hands out top awards John Maslack given Distinguished Service Award; Jason Best named Young Leader of the Year. Sudbury parts distributor John Maslack has been given the Automotive Industries Association of Canada’s top award. He was honored at the association’s annual general meeting in May with the prestigious Distinguished Service Award. AIA says Maslack’s parts distribution company, Maslack Supply, provided an early gateway to Northern Ontario for parts manufacturers in the automotive, collision, heavy duty and indusJohn Maslack of trial markets. Maslack Supply Since opening its first location in 1959, Maslack has grown to 12 locations and a staff of over 200 people. Maslack also recently opened a new state-of-the-art training center in Sudbury, Ont. to accommodate its customers. Maslack Supply is a member of the Aftermarket Auto Parts Alliance and has been an AIA member for over 20 years. According to a press release from AIA, “John Maslack is a true leader not only in business but also as an avid community supporter.” He was named Jobber of the Year by Jobber News magazine in 1994-95. The AIA Distinguished Service Award is presented in recognition of distinguished service and outstanding leadership given to the growth and development of Canada’s automotive aftermarket industry. Jason Best, executive vice president for aftermarket at Spectra Premium Industries, was also honored at the association’s annual general meeting. Best was named the Young Executive Society’s Young Leader of the Year. AIA says Best is well-known and respected for his approach to leader- Jason Best of ship, and his ability to share his vision Spectra Premium with his team and customers. “His enthusiastic approach is visible from the boardroom to the plant floor and everywhere in between,” a press announcement states. Under his leadership, Spectra Premium Industries has moved from one product line to multiple product lines within a growing portfolio. Best has served as a director on the AIA board of directors since 2014 and following this year’s AGM joined the AIA board executive as second vice-chairman. www.autoserviceworld.com

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NEWS

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

$150 BILLION +

Volume of Canadian automotive trade with the United States. In 2016, Canada exported $59.6 billion worth of light vehicles and $17.1 billion in auto parts to the U.S. It imported $29.1 billion in light vehicles and $30.1 billion in parts from the U.S. —DesRosiers Automotive Consultants

59%

Percentage of Canadians who feel they maintain their vehicles well. About 37% believe they are “fairly attentive.” Only 4% admit that maintenance is a low priority. —Quorus Consulting Group

1.67

The amount that the average Canadian owes in credit market debt – mortgages, other loans, and consumer credit – for every dollar of disposable income.

$1.67

$57,456

—Statistics Canada

—Neuvo, Workopolis

The average salary for a skilled trade worker in Canada (about $29 per hour). The average salary in Canada (all jobs) is $50,000 a year.

1.05

Average number of problems per vehicle rolling off global production lines in 2016, according to an “initial quality” study. In 1987, that number stood at 1.66. In 2016, Kia led the pack with fewest problems per vehicle, followed by Porsche, Hyundai, and Toyota.

Average number of sold labor hours per repair order at Canadian repair shops – described as “a massive productivity leak.” Top performing shops billed 2.5 labor hours per ticket. —AIA “The View From Here” 2015 benchmark study

100 HOURS The amount of time each year that automated driving will save the average frequent driver in the U.S., Germany, and China by 2025. —Connected Car Effect 2025 report, by Robert Bosch Inc., with consulting firm Prognos

—J.D. Power and Associates Initial Quality Study

76%

95%

Amount of time the average light vehicle is parked or otherwise idle.

Percentage of the globe’s new vehicles are sold in Asia. About 20% are sold in Europe; and 19% in North America.

Percentage of global automotive industry executives who believe internal combustion engines will remain more important than electric drivetrains for “a very long time.” However, it was acknowledged that regulation could push the electric car share to 30% of global production by 2023.

—James Carter, Vision Mobility

—Wards Auto

—KPMG 2017 Global Automotive Executive Survey

14 CARS

50%

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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@newcom.ca

Doing the math For about 25 years, I worked as a Ford technician at several dealerships. By the time I bought my own shop, I thought I knew everything there was to know about running an automotive repair facility. But I was wrong. Many technicians know a lot about fixing cars, but that doesn’t help them run a shop. When business slows down, they start handing out discounts, hoping to attract new customers. Unfortunately, discounts only lead to cash-flow problems and they just get deeper and deeper into trouble. Soon nothing seems to be working. If they’re smart, they turn to expert help. They start attending management classes or they join an owner’s group to learn the secrets that successful shops know. But even then there is a problem. As is often pointed out, many shop owners are very stubborn. They are resistant to change. Even if they see the wisdom in doing business a different way, it is very difficult to get them to implement it. No matter what course you take, if you don’t implement, you will never see a change. One of the first and most important lessons is how to do the math required to have a profitable shop. It is absolutely essential to understand where the money is in our business. For example, there is much talk about customer-supplied parts. I have a chart that I love to show whenever this comes up in one of my classrooms. The first column shows how the transaction would go if the shop supplied the part. With a labor rate of $80 per hour, you’ll see that the total gross profit per hour is $111.50. Not bad. Now, a shop owner tells me that he charges a customer $15 more per hour www.autoserviceworld.com

Many shops are handicapped by not knowing how to charge properly for what they do. By Steve Flynn

if the customer supplies the part. That’s supposed to make up for the lost revenue. But let’s take a look at the results. The labor rate is now $95… but the total gross profit per hour has gone down to $89. What happened? He did not charge enough. Let’s look again if the labor rate is bumped up to $113. Now the total gross profit per hour is more in line with what he would have received if he’d been able to sell the part to the customer himself. That’s the kind of math this business requires. You can’t just pick a number out of the air. If you do, you may never realize how much money you’re really losing. Let me give you another example. Our industry has entered a whole new era where diagnosis is the key to repairing vehicles. Scan tests are critical. Yet how many shops still do not charge for it? Plenty. Or take the reprogramming of vehicles. The need for this is more and more common. It is an essential service. Yet a

great number of independents don’t even offer this service – partly because they have no idea how much to charge. Without math, they’re operating by the seat of their pants, with a shrinking menu of services and a growing gap between what they should charge and what they do charge. Learning the math starts with taking a few management courses and asking the right questions. And above all, pick at least one thing to implement right away. Soon you will be working on your business, not in your business. That will leave you more time to do things in life that you truly enjoy!

Steve Flynn is a shop owner in St-Hubert, Que., and an implementation coach with Total Automotive Consulting and Training (TACT), delivering NAPA ProShop training. You can reach him at sflynn@ proshopmanager.ca.

June 2017

GREENWOOD’S GARAGE

The fork in the road Shops will soon have to make a choice that will define their future in our ever-changing industry. By Bob Greenwood

housands of shop owners in our country have arrived at a fork in the road. They have a very important decision to make. Yet the vast majority of them – maybe 80% – seem paralyzed and unable to proceed. They’re just standing at this fork, with a glaze over their eyes, like a deer on the night road, watching the headlights of a vehicle rapidly approaching. If they’re not careful, they’re going to get run over by new developments in our quickly changing industry. So, what does the sign say at the fork in the road? One arrow says “Generalist: We service all makes and models!” The other arrow says “Specialist: We’re brand experts.” You’ve got to make a choice.

www.autoserviceworld.com

Are you going to continue serving the market the way most shops have for the past 50 years, taking in all makes and models, desperately relying on research, training, and help lines to fill in the gaps in your knowledge of wildly different engines, transmissions, systems, and modules? Or are you going to acknowledge the changing times, and specialize in three or four brands that are popular in your area, becoming the experts on these models so you can compete effectively with dealerships? You cannot defer this very important decision forever. I figure that, as an industry, we have a year or a year-anda-half before vehicle complexity and competitive realities force our hand. Consider the following:

• The independent sector of the automotive maintenance and service industry has a crisis of profitability. Too many shops have simply bought themselves a job. They do not enjoy a financially rewarding lifestyle as a compensation for the risk and responsibility they assumed getting into this type of business. This industry no longer provides for your old age, but it certainly hastens its arrival! Most shops are running their business based on price. It’s a race to the bottom, where shops compete to offer the lowest, most unprofitable prices possible, accompanied by service short cuts and cheap parts. These owners do not truly understand the financial ramifications of CONTINUED Æ

June 2017

GREENWOOD’S GARAGE

•

their day-to-day pricing decisions. It is killing their bottom lines. They may think ‘a sale is a sale is a sale’ but that’s not true, and it’s the wrong strategy for your business! Vehicle technology has increased substantially, to the point where more equipment is needed – almost one tool per vehicle model – and the equipment must be serviced or replaced more frequently than years ago. Couple that with continuous software upgrades, and the cost is truly unwieldy. It is predicted that tools will soon contain encrypted technology, which means they could triple in price over the next five years. The latest production vehicles require 100 million lines of software code… and that’s predicted to grow to 500 million lines by 2022, if not sooner. Diagnostic capabilities and a thorough understanding of software platforms will be a key knowledge asset in the shop. Margins on commodities have been falling. This could be disastrous for shops that require a total gross profit of at least 70% to meet financial obligations and provide management and staff with professional incomes. Small shops of less than five bays are beginning to realize that if they’re going to stay in this business, serve their clients professionally, and be financially successful, they must grow to a minimum of six bays. Preferably eight to 10 bays. If they want to get another 10 to 15 years out of the shop, this imperative can’t be ignored. With the ongoing shortage of skilled workers, it’s time to learn how to attract and retain competent staff. That means divisions between management and employee must end. We must all accept the fact that wages must continue to rise significantly in our industry. To facilitate this, employees will have to be brought into the business end of things, so they clearly understand how the business works, and what makes it prosper and grow. The ‘trade’ days are

20 CARS

over; this is truly a ‘profession’ now. • Taxes, fees, and levies of all kinds are a fact of life in Canada. They will continue to place demands on a shop’s cash flow. • Stress is more prevalent in today’s automotive industry than ever before. We see excessive levels of stress on employees to keep up with new technology, stress on the owner to keep the business afloat, and stress on the home front. The state of our industry and the economy in which we operate cannot help but affect a shop owner’s attitude and disposition. The obvious question then is, “How can you possibly deal with all these issues, and still be expected to service every make and model properly?” The answer is, “You just can’t.”

At the fork in the road, one arrow says “Generalist: We service all makes and models!” The other arrow says “Specialist: We’re brand experts.” Every owner must make the decision about which make of vehicle the staff will know inside out, stay trained on, and be authorized to work on. We live in a world of specialization, which rewards those who become proficient in a unique field. It’s a huge responsibility and will require a tremendous amount of study – not just for technicians but for managers as well. Business training is now a priority. Running a successful automotive maintenance and service business is very rewarding, but it’s extremely complicated. You need to understand revenue and gross profit, and how the two work together in an automotive business. You have to be proficient with balance sheets and income statements. You need to have a handle on accounts

receivable, shop inventory, and productivity measurements. You need to manage staff relationships and human resources issues. Most importantly, you need to know how all these factors interact to affect the net profit of the shop. These are all learned skills. You don’t pick them up in a single session at an industry conference. You develop them over years through a process of continuous study and classroom interaction. Keeping up with the business issues, trends, and measurement strategies in this industry requires a minimum of six to eight days of training per year. So, you’re at the fork in the road. It’s time to make the decision that’s best for you and your shop. They say you can live a life of fulfilment if you only have the courage to let go of the past and listen to your heart. Once your decision is made, act upon it without reservations. Move forward with an extremely positive attitude. You have to expect things of yourself before you can go out and actually do them. Be proud of your decision because your choice has a great deal to contribute to the lifeblood of our industry. In summary I will leave you to ponder this: The road to success is not a straight one. There is a curve called ‘failure,’ a loop called ‘confusion,’ speed bumps called ‘friends,’ red lights called ‘enemies,’ caution lights called ‘family,’ and the occasional flat tire called ‘stress.’ But if you carry a spare tire called ‘determination,’ and you rev your engine called ‘perseverance,’ and you rely on your insurance called ‘faith,’ and a driver called ‘enthusiasm,’ you will ultimately arrive at a place called ‘success.’

B Greenwood is a Bob management consultant m aand business advisor sspecializing in the automotive repair and service m iindustry. You can reach him at greenwood@aaec.ca. d

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CERTIFIED SHOPS

You’ve been Third-party certification can be a shortcut to consumer trust. Earning the trust of consumers is a top priority for a lot of shops. It requires an unwavering dedication to quality, customer service, and fair pricing. But are there shortcuts to earning a high level of confidence? Well, yes actually. Cultivating word-of-mouth recommendations is a valuable marketing strategy, raising the baseline of trust with the family members, friends, and coworkers of loyal customers. And prominently displaying a high-profile endorsement can attract even the most skeptical consumer. It is reasonable to assume that a shop that has been “certified” to work on a particular type of vehicle, or “approved” by a vetting organization, has met stringent requirements. Certainly that’s the case with the Approved Auto Repair Shop (AARS) program run by the Canadian Automobile Association (CAA). The network of provincial clubs recommends shops where its members can not only receive great service, but enjoy significant discounts. According to Ryan Peterson, manager of automotive services at the South Central Ontario club, the idea is to be able to send CAA members to a shop where they’re almost guaranteed to get a great experience. www.autoserviceworld.com

“We’re looking for high quality workmanship, high customer satisfaction, and fair pricing – it doesn’t have to be the lowest, just fair,” he says. “We wanted to be able to tell our members they could go to any one of these shops and know that they’d be treated fairly.” The AARS program started some 40 years ago as a vehicle inspection program carried out by CAA itself. The idea was just to confirm what work was needed, so a consumer wouldn’t have to be worried about buying unnecessary repairs. The popularity of the program led CAA to believe there was a tremendous appetite for unbiased

CAA South Central Ontario named Cochrane Automotive as its shop of the year last year. From left to right, Ryan Peterson, manager of automotive services; Thomas Edwards, director of automotive services; Cindy Hillaby, VP of automotive services; John and Leah Cochrane; Carlos Coutinho, chief operating officer of CAA South Central Ontario.

advice and assistance. There are now approximately 2,500 approved auto repair shops across Canada. Rules are different at each club, but here’s how it works at South Central Ontario, which approves about 66 different repair facilities. When a shop applies, the club checks its insurance, location, credit report, Better Business Bureau record, and number of years in business. If that all checks out, they audit 120 consecutive work orders, phoning the customers and getting feedback. The shop must achieve a 90-per-cent or higher customer satisfaction score. If it achieves that, a facility inspection is the last hurdle. That shop would then be listed on the club’s web site and mentioned in club communications and marketing efforts. If a member’s vehicle breaks down, it is towed directly to the nearest AARS. And in the event of a dispute between a member and an approved shop, CAA will arbitrate a solution. There is a cost to be affiliated with CAA, however. In addition to the annual fee, the shop pays 3% of every CAA member’s invoice back to the customer in the form of loyalty dollars – money that can be spent by the member on CAA services. “Some shops don’t want to spend the money to be on the program,” says Peterson. “But it turns into a very large value proposition for the shops. People come back to them over and over because they know that they can get enough back that their CAA membership will be free next year.” Peterson says shop owners who are on the program are enthusiastic about it. Last year, the club named Cochrane Automotive as its shop of the year. It’s the second year in a row that the Toronto shop won the distinction. “We get quite a bit of business from them,” says Leah Cochrane. “And it’s certainly a great honor to be recognized by them for doing good work.” For his part, Peterson says CAA is always looking for more shops like Cochrane Automotive. June 2017

We be in sa A customer who liked to do his own repairs asked Dan Scully, of College Park Motors in Vermilion, Alta. to take a look at his 2006 Pontiac SV6. The suspension was held together by plumbing clamps, zip-ties, and lots of silicone. And, yes, that is a tennis ball at the center of it all! Thankfully, the vehicle was ﬁnally retired.

Steer clear of dan vehicle maintained by a

The owner of this vehicle was probably looking for a quick ﬁx when his brake pads ﬁnally bit the dust. His home-made repair involved using crudely cut blocks of wood held in place by wire. Think of how long that would last at highway speeds! Modern brake pads are comprised of highly engineered friction material… not cast-off pallet wood.

Some people like a little bounce in their ride… but this homemade ﬁx is by no means a touchdown. In fact, we’re calling for a ﬂag on the play! This improvised suspension strategy may be innovative, but it is unsafe and unlikely to last very long.

Chelsey Hattum, a fourth-year apprentice at OK Tire in Moosomin, Sask.,sent in this crazy do-it-yourself job. The customer came in complaining of exhaust noise. It didn’t take long to conﬁrm that someone had used metal strips and plastic ties to keep the failing exhaust pipe together!

The owner of this 2000 Mazda Protegé came in because he noticed a bad angle of the rear right wheel. But when Sylvain Filiatrault of Garage B.Dagenais in Laval, Que. took off the wheel he found a wooden block between the shock and the knuckle. The upper bolt could not ﬁt due to a non-suitable shock absorber!

elieve afety!

ger by having your utomotive professionals!

Tat Prasad of Regency Inﬁniti in North Vancouver, B.C. sent in this shot of someone’s homemade exhaust modiﬁcation. This makeshift heat shield is an aluminum cake plate screwed to the underside of the car. There was plenty of other questionable work under the vehicle too, but this took the cake!

Norm Greville from Westend Motors in Oakville, Ont. sent in this picture of a unique solution to a lost washer cap. This bathtub plug might look like it ﬁts, but it may not stay closed when pressures build and the road gets bumpy. There are good reasons to use quality replacement parts!

This 2003 Venture came in for regular maintenance at Gabe’s Automotive Centre in Waterloo, Ont. with homemade pedal extensions. Those blocks of wood zip-tied to the accelerator and brake pedals pose a number of serious safety concerns. Better to have it properly adjusted!

A customer came in to see Tim Scratch of KW Spring and Suspension in Kitchener, Ont., because the rear of his recently purchased 1965 Mustang was riding low. This is what they found when they lifted the vehicle. The frame was resting on wooden plates. That kind of technology has been out of date since the 1930s!

David Fenton of Lakerange Service in Port Elgin, Ont. sent in this picture of just one of the many safety concerns on a 1992 Buick Roadmaster wagon. With obvious problems on the frame, undercarriage, exhaust system, radiator and gas tank, there were multiple makeshift solutions to keep it on the road for as long as possible!

Our

Shop of the

Gears Plus in Prince George, B.C. honored for streamlined processes and commitment to the industry. By Allan Janssen

Year 2 0 1 7

ears Plus, owned and operated by Jeff and Jen Hoff in Prince George, B.C., is the CARS magazine Shop of the Year for 2017. The six-bay Autopro shop was nominated by Eric Dufresne, manager of corporate communications for UAP Inc., who said Jeff and Jen have embraced “all the Autopro programs that allow them to offer great, honest service to their customers.” In particular, he said, they’ve never been afraid of change or technology, and have recently adopted a sophisticated digital inspection process to streamline processes and aid communication with customers. Indeed, Jeff describes that as the most significant change they’ve made to the business in the last 12 months. “The AutoServe1 digital inspection has been instrumental at delivering trust and making our business more transparent,” he says. “It puts the customer safely under the car to see what the technician sees.” Under the new system, technicians conduct a thorough inspection, inputting what they find directly into a tablet, along with digital images and videos to support their recommendations. Their full report becomes part of an estimate that can be forwarded by service advisors to the client for approval. An educational component

The whole team at Gears Plus.

www.autoserviceworld.com

Jeff and Jen Hoff, owner-operators of Gears Plus in Prince George, B.C.

offers customers videos that explain how their vehicle works and why maintenance is so important. “So often when you try to explain anything technical to customers, you can see their eyes glaze over,” says Jeff. “But when they look at the pictures that we send them, they really get it.

Jen (center) with the front counter staff, from left: Kaitlyn Hoff, Jacquie Chappelle, Delaney Tott, and Tricia Marusiak.

That’s been huge.” The system also enables greater communication between his service advisors and technicians – a team approach that has been a priority for him from the start. “We’ve designed our operation to be hyper efficient,” he says. “We just spool it up. It’s so streamlined, with the technicians doing their thing, and the service advisors dealing with the customers, combining the work orders, ordering all the parts. As you finish one job you can just get going on the next. It’s a beautiful thing to watch.” The staff go through a checklist every night to review how things went during the day, and figure out what’s going to happen tomorrow. They call it the CONTINUED Æ

June 2017

SHOP OF THE YEAR 2017 “playlist” with color coded jobs blocked off so that everyone knows how it’s going to roll out. Because they work on a lot of late-model vehicles, Jeff has prioritized training and tooling. He arranges for a high-profile trainer, Dave Hurtubise at Hi-Tektraining, to come in at least four times a year to spend a couple of days with the staff. “I’ll bring him in for a consultation or I’ll specify exactly what it is we’re looking for. Other times he’ll bring the curriculum,” says Jeff. “Too often shop owners will bitch and whine that they can’t get enough training or it costs too much to do Jeff (far right) with the tech staff: training. But nothing’s David Allworthy, James Teer, stopping us from getting Joshua Hoff, and Dan Hoff. into action and making it happen. It’s not cheap but it’s worth it.” He raves about the strength of his technical team. He joins the techs on the floor most days, rolling up his sleeves and tackling the work with them. “Our mechanical aptitude is second to none,” he says. “We get excited about difficult jobs. Personally, I can’t wait to kick the pants off that job! In my mind, it’s already fixed. My whole team has that confidence. All we need is approval to get going and then, stay out of our way! When he’s not fixing cars, though, he’s running the shop with the latest business tools and management training. For years, he was involved in the ProShop program, run through NAPA by Dave Meunier and Murray Voth. “I love those guys to death. But I needed a new window to look through so I joined the boys at ShopPros. They've been pretty instrumental in bringing in new ways to measure my business and involve my team. That’s been so powerful.” And Jeff is more than willing to share what he’s learned. Not only has he participated as an Autopro advisory board member for the Pacific region, he has served as a sector advisory group member for the automotive industry in B.C., assisting in building a training program for apprentices that makes sense for a high-tech industry. “There were a lot of battles, because people are hung up on history,” he says. “I think history’s important but we’re not teaching a vintage course on the history of the automobile. It’s terrifying that apprentices are still being trained on old technology. Our apprentices have to be able to work on the stuff that is coming into our bays.” Fixing the vehicle properly and meeting the customer’s need is the key to repeat business, he says. “A reputation is not built overnight. And it’s not something you can buy or that can be gifted to you. It’s something you have to work for. It is the flywheel concept. You have to stick your shoulder into that flywheel and push, push, push, until eventually it carries its own weight.”

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The digital ‘game-changer’ Shops realize the benefits of tablet-based inspections, work orders and estimates. Like Gears Plus, two other nominees in our Shop of the Year competition cited digital inspections as the most significant change to their business in the last 12 months. Chris Wylie of Searle’s Auto Repairs in Victoria, B.C., says his adoption of the Auto Vitals program is part of an initiative to go paperless. He’s particularly impressed with the way the program prompts the technicians as they do their inspections, allowing them to take pictures if something needs greater explanation. “To me, that turns it into an education tool for the consumer. It becomes very clear to customers what we’ve found and why we’re recommending something,” he says. “And the customer also gets a chance to see the face of the people working on the car, and handling the file at the front desk.” Jeff Rempel and Richard Janzen at George Rempel Auto Centre in Winnipeg, Man. started the process of going digital a couple of years ago, but it really clicked into place in the last 12 months. “It took a long time to make that Jeff Rempel (left) and change and implement it but it has Richard Janzen head been one of the better things for our up the team at George clientele. It’s been a game-changer,” Rempel Auto Centre says Jeff. “It’s like having a third-party verify what we are recommending.” The system doesn’t necessarily save time. If anything, it slows the estimating process down a bit. But that’s a good thing, he says, allowing all the work to be properly presented to customers. “That’s been a big enhancement. So far, we’ve seen a small increase in our average repair order. But the major benefit is adding clarity to the conversation with the client.” www.autoserviceworld.com

Community-minded shop goes viral

From left, Stefanie, Terry, and Jessica at Bernard’s Quality Cars in Flesherton, Ont.

Making room for the next generation Bernard’s Quality Cars, an Autopro shop in Flesherton, Ont., moved into its third generation of management this year. The business, which is comprised of a full-service mechanical repair facility, a used car dealership, an Argo dealership, and a detailing shop all rolled into one, was started in 1973 by Archie Bernard. Son, Terry, took over the business in 1986. And by the look of recent management changes, it looks like the next generation is on deck. Terry is taking more and more time off, leaving the day-to-day decisions to his daughters Stefanie, who manages the used-car department, and Jessica Bernard-Wood, who handles the service department. “My father spent three months in Arizona this winter,” says Jessica, “and I’m sure he’ll take more time for himself this summer as well. So, yes, my sister and I are definitely starting to step up a little bit more.” She says the four-bay shop (plus two detailing bays) has become a fixture in the central Ontario community. “I’m proud of how long we’ve been around,” she says. “We have some three-generation customers. There are people who dealt with my grandfather, and now their grandchildren are dealing with us.” www.autoserviceworld.com

Master Mechanic High Park in Toronto is making quite a name for itself. Not only is the six-bay shop one of the top producers in the 40-store Master Mechanic chain, it is probably the most discussed shop on social media. Franchisee Josie Candito and her business partners Michael Tavares and Rui Silvestre love to indulge their passions in a high-profile way, generating plenty of buzz along the way. For the past few years, Josie has organized the “Woofest” community event to raise funds for local charities. Josie also ran a successful campaign to provide free scarves to those who need them during the winter. And, above all, the shop is known for the positive messages posted on its street sign, routinely attracting attention from local media. “Yeah, I’ve gone viral a few times,” she admits with a laugh. “I can’t help it! I like

Josie Candito with her team at Master Mechanic High Park

to fight for those who do not have voices.” But she never loses sight of the shop’s essential role in the community: to maintain her customers’ vehicles. “My team and I look at business in a different way. A lot of people think about the quick sale. I’m more interested in consistency of service and building trust with customers. I want to build relationships. The best part of my day is interacting with my customers!”

Standardizing the processes Running two auto repair shops is a lot easier when you have standard operating procedures that cover all of the basic tasks. That’s been a high priority for Mike Hinbest, owner or Erskine’s Service Centre and Roy’s Service Centre in Orangeville. Over the past year, this young

The team at Roy’s Service Centre in Orangeville. From left to right: Braden Kelly, Mike Hinbest, Bill Little, Glenda Knodwell, Roy Hinbest, Britney Pessot, Kyle McKibbon, and Jason Hall.

business-minded owner has applied a systematic approach to almost every aspect of operating a service operation – from where the oil filters should be stored to how much he’s paying for windshield washer. “When we started to focus not just on what we have coming through the door but on everything we do, it completely transformed the business,” he says. “We’ve streamlined our shop supply processes, our inventory processes, our regular purchasing processes, how cars go through the shop – everything.” The SOPs are focused on two prime objectives: ensuring customer satisfaction and maximizing profits. “The next step will be to turn them into training videos. We want to figure out what works and then lock it in,” says Mike. “We have created a binder that covers every single thing we do. It is all typed out in clear steps. If we wanted to expand or open a third shop we’d have a ready-made manual.” June 2017

SHOP OF THE YEAR 2017

Nominated shops are keeping up appearances For some of our Shop of the Year nominees, the biggest changes in the past year are visible from the street – and it’s more than just a coat of paint and some signage. Glenn Colling, owner of Eastside Automotive in Oakville, Ont., recently bought a second location and decided to give both shops a similar look and feel – from the art deco font to the NAPA Autopro blue and yellow – to tie them together in the minds of consumers. “We’re flying the same flag now,” he says. “The last 12 months has been all about rebranding, and reaching out to customers to make sure they understand what’s going on at both locations.” Eastside Auto Service-Chartwell Road – Left to right: David Vanbolhuis, Peter Utilizing the same Cousins, Shawn Skerry, Albert Maxwell, banner gave him Kevin Booth, Devon Bose, Jeremy Riopelle economies of scale and (manager), Ty Hoang, and Glenn Colling. reduced advertising and marketing costs. Eastside Auto Service-Speers Road – Left to right: Glenn “We’re also able to Colling, Joshua Prior, Keith Retz, Steven Dosen, Timothy Ridley, share labour resources John Paccione (manager), and Devin MacDonald. a good problem to have,” he admits. between the two stores At Service Ruest et Babin in Rimouski, and we frequently Que., owners Mario Babin and Francis shuffle service advisors and technicians between the two Ruest took the most radical step of all – building a beautiful locations – whether it’s for training, or to shore up certain new facility down the street from where they’ve operated for areas of the business.” more than 20 years. At Erol’s Automotive, a NAPA Autopro shop in Cochrane, “Building a garage today is quite complicated, especially Alta., staff and customers will be getting used to a whole new because of municipal regulations as well as the environment,” footprint. says Babin. “We doubled our initial space, investing exten“We’re expanding the shop from eight bays to 10,” says Erol. sively on the building and the equipment to be at the cutting “We’re knocking a wall out and moving some hoists around edge of the and adding some new ones. We’re also excited about making technology.” the office bigger and the The changes customer waiting area are meant to more comfortable.” By the time renovations are done, the shop Service Ruest et Babin. From left: Francis Ruest, David D’Astous, will be almost double Mario Babin, Denis Mercier, Isidore in size. And Dupont, and Yannick Gosselin. although the The team at Erol’s economy is still Automotive. “pretty dicey” in prepare for the future when a second generation of owners From left: Bob Goodship, Colin Alberta, Erol is and staffers take over. Heard, Erol Yersel, Cam Fitzgerald, confident this is the “This is what motivated us to reinvest in this business,” Marke Brolsma, Chandler Audette, right move. says Babin. “I’m 55 years old and my partner is 58, but my Dallas Holzer, Scott Gyonyor, Sandell “We’re booked about godson, David, is in his third year with us, and (some of our Norman, Paige Hansen, and Dylan two weeks ahead staff) are still young. The two generations work really well Cummings. Photos by ‘Photos With Finesse’ almost all the time. It’s together and we have a great succession plan."

30 CARS

www.autoserviceworld.com

The 2017 Search is on! We’re looking for an outstanding representative for our trade. Are you someone who deserves this coveted recognition, or do you know someone who does?

This year the winner will receive: • A $7,000 classic red roll cabinet from Snap-on • A paid pass to Lindertech Technical Training in 2018 (Spring or Fall) • The winner will be profiled in CARS Magazine

We’re looking for a Canadian Technician who: • Stands above the rest as an elite technician • Is considered a leader in their shop • Gives back to our industry • Is active in their community • Helps improve the public’s impression of our industry

Premium Prize Sponsor:

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Nominate yourself or someone you know. FORMS ARE AVAILABLE AT:

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TALKING TECH

A closer look at

Spark Plugs

What’s really happening when they spark… or fail to spark? By Jeff Taylor We recently had a customer return with a drivability concern after having some routine maintenance performed. The complaint was of an intermittent rough idle, occasional stumbling, and hesitation – although the malfunction indicator light (MIL) wasn’t illuminated. A quick road test verified the complaint, and it felt like a misfire but it had just had new spark plugs installed. Returning to the shop, I hooked up my scanner and started to investigate. I found a pending code for a P0301 (misfire #1 cylinder). Luckily this cylinder wasn’t underneath an intake plenum. Removing the coil to gain access, I extracted the spark plug and discovered that a carbon track was starting to form along a small hairline crack. This carbon track was causing the intermittent misfire by allowing the ignition coil's energy to bypass the spark plug gap. I ordered a replacement plug (and a new ignition coil, as the rubber boot couldn’t be replaced separately) and after installing them and performing a PCM reset, the issue was resolved. But what was the root cause of the crack? Was it a defective plug? Was it dropped before installation? Or was it over-tightened? Could an impact ratchet have been used for installation? Any of these could have played a role in causing the drivability issue. We don’t normally think twice about a routine job like removing and installing spark plugs – something we’ve done www.autoserviceworld.com

thousands of times before. But with advanced automotive technology, newer materials, and compact parts, we need to be extra careful about even routine jobs. The spark plug has a seemingly simple job to do. It’s responsible for igniting the mixture of fuel and air in the engine’s combustion chamber. But this task is far from simple. Let’s take a basic refresher course on flame creation (ignition) inside the combustion chamber. The spark plug functions by being connected to a high-voltage source of some kind at its connector or terminal end. The high-voltage source can be anything from a magneto, to a point driven ignition system, to the commonly used high-energy density pencil coil. When the voltage is supplied at the desired time to the spark plug terminal end, it flows down through the middle electrode and starts to create a difference in potential between the centre electrode and the ground side electrode. But there’s a problem: a

The plugs in a 2013 Fusion only need to be torqued to 9ft-lbs. Most tech will go far tighter, possibly causing a comeback.

spark plug alone is basically an open circuit. The electrodes don’t touch. There’s a gap between them filled with a gaseous air-fuel mixture. These gases act initially as an insulator until an ignition event (a spark) is created. Before a spark event can occur, the high-voltage source needs to supply enough voltage to the centre electrode to overcome the difference in potential between the electrodes. As the voltage increases, the gaseous air-fuel mixture in the gap will start to ionize and transform into a conductor. This is the start of a multi-phase reaction that creates the spark. And it happens fast! The initial flashover provides the needed ionization and creates a spark channel in the gases. As the current races across this spark channel, it rapidly increases the temperature of those gases. If you’re using a spark tester in the air next to an engine this rapid rise in temperature also causes the air to suddenly expand. After the voltage ionizes the air and the current crosses the spark tester's gap, the air rushes back together, causing the "snap" you hear. This instantaneous temperature rise creates the required heat and pressure ( from the rapid CONTINUED Æ

June 2017

TALKING TECH

These spark plugs have visible carbon tracks which caused misfires. The use of dielectric grease not only prevents the plug wire or coil boot from sticking, but it closes the airgap and helps prevent the spark from shortcutting across the insulator.

expansion of the gases) to cause the gases to react with each other creating a small fire ball or kernel. If the kernel forms and grows properly, it will trigger flame propagation and a cylinder firing event will take place. This flame creation process that takes place inside a cylinder is far from simple – and that’s even before we start to add the extra complexities of GDI, high swirl combustion chambers, turbos, and chronic improper servicing. If the kernel fails to form properly, or if it’s extinguished before allowing flame propagation, the result is a cylinder that misfires. Misfires caused by spark plugs fall into several categories. Some are obvious… and some not. Here are a few of the biggest culprits.

Gap issues The proper manufacturer-specified plug gap is essential in preventing misfires. If the gap is too small, the spark won’t have enough power to form a suitable kernel. If the gap is too large, the spark may not jump the gap and could either short across the insulator or escape somewhere else, and thus never create a flame kernel. Gapping a spark plug is not something that is commonly done anymore, due to the use of precious metal tips, pads, and fine-wire electrodes that can be easily

34 CARS

damaged using an old gap tool. This is one reason that almost all spark plugs come pre-gapped and many in a protective plastic sleeve to prevent changes from the factory set gap.

Technician error We’re all-too-quick to blame any problem on a defective spark plug, right? But dropping a plug (and thereby closing the gap) during installation is quite common. When you pick that plug up you wonder if it can be used. The short answer is no. It’s garbage now because it could very well have suffered non-visible internal damage. It could have a hairline crack that is not even visible but will lead to premature failure. A closed gap can’t be accurately re-gapped without risking damage on fine-wire or precious-metal tipped plugs. Using an impact driver – or even an electric model – can easily crack or

This plug shows the solid gasket required when using an indexed spark plug, to properly position the electrode for optimal ignition in a GDI engine. Photo courtesy of Bosch

This plug had worked its way loose, possibly due to improper tightening torque. The blow-by gases have damaged the coil and pulled on the threads in the cylinder head as well.

damage a spark plug during installation. Many times the damage goes unnoticed until the vehicle returns with a MIL or misfire complaint. Careful hand installation and the use of a torque wrench is always recommended by spark plug manufacturers because over- and under-torquing can easily create a misfire situation. Plugs that are over-torqued can become distorted, the housing can stretch, and the insulator can crack. Over-torquing can also damage the cylinder head or even break off the plug. Insufficient tightening can lead to spark plug overheating due to improper heat transfer or escaping combustion chamber gases. That can, in turn damage the coil assembly or the attached ignition wire.

Using the wrong plug Installing the incorrect spark plugs for a particular application is easily done

Precious metal wear-resistant pads and a fine-wire electrode design aid in flame kernel formation.

www.autoserviceworld.com

Check out this plug from 1902. It is huge, compared to the plugs of today! Photo courtesy of Bosch

A side-by-side comparison of a plug from 1970s and 2015. Not only are today’s plugs smaller but they’re usually much longer and thinner for optimum positioning in the combustion chamber.

these days. In the past, a single spark plug could easily fit many different engines, with varying ignition systems. But today’s engines are designed to

work with a very specific spark plug. Plugs have to meet manufacturer specifications for durability, performance characteristics, and to match the engine’s ignition and fuel delivery systems. Not installing that specifically designed plug is asking for trouble. GDI and turbocharged engines are particularly sensitive to the proper spark plugs being installed. On most GDI engines, the fuel injectors spray directly at the spark

plug to increase combustion efficiency. On turbocharged or supercharged engines, high swirling vortices put tremendous pressure on the spark plugs to ignite the mixture properly. The kernel can literally be blown out or quenched by the fuel spray or combustion chamber turbulence. This has led to different tip designs, styles and even indexed plugs to maximize the ignition performance. The use of an indexed spark plug to properly orient the electrode and optimize kernel formation and mixture ignition has become more common these days. Some GDI engines already require indexed spark plugs, ensuring that the ground electrode faces the fuel injector on every installation. This indexing requires design and product changes, enabling the spark plug to be installed in the same position every time… and that requires three keep steps. CONTINUED Æ

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June 2017

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The protective shield is meant to prevent damage to the plugs electrode and factory set gap before it is installed.

1. The spark plug threads will match the installation hole in the cylinder head, placing the ground electrode in the correct position. 2. A solid gasket will be used to eliminate gasket compression when being installed. 3. Manufacturer-recommended tightening torque must be followed precisely during installation. Misfires are often quite noticeable, and the resulting drivability concerns will quickly attract your customer’s attention – especially if you just worked on the vehicle! However, the need for a routine spark plug change at the required interval will be hard for the customer to notice due to the complexity of today’s engines. I’ve removed spark plugs with 160K or more on them and they look just fine. The special nickel coatings on most new spark plugs prevent corrosion and seizing in the cylinder heads, even over a very long period of time. Nevertheless plug manufacturers will tell you that following the recommended change interval is important. Modern spark plugs are a technological marvel, and they need to be operating properly. Spark plugs have certainly changed a lot over the years. Though they still perform the same function their design and operating requirements have changed dramatically.

This spark plug wasn’t properly torqued and started to loosen off, damaging not only the spark plug but the threads in the cylinder head and the coil. Note that the plug was overheating and melted the electrode.

In the past, the spark plug was essentially an extension of the ignition system, and a single spark plug design might fit multiple engines and vehicle platforms. Today’s ignition systems are now designed with a specific spark plug in mind, right from the start. The spark plug’s overall shape and performance requirements are demanding more precious metals, fine wire electrodes, thinner high dielectric strength ceramics, and longer smaller diameter threads to provide more efficient engine operation. But even with all this advanced technology, if proper installation tools and procedures aren’t followed, you could easily end up with a comeback. That’s something neither you nor your customer wants.

Special thanks to Paul Smith at Robert Bosch for providing lots of valuable information for this article. Jeff Taylor is a former Canadian Technician of the Year, and lead technician at Eccles Auto Service, in Dundas, Ont. You can reach him at jeff@ecclesautoservice.ca.

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PRODUCT FEATURE: COOLING

Radiator cleaner Modern radiators are highly cultivated systems that react exceptionally sensitively to impurities. Impurities, wear and dirt in the cooling water circuit drive up the wear of the water pump, often leading to component failure. Particles also attack the shaft seal. And

Coolant catalog Prestone has released a brand new full-color catalog featuring its line of antifreeze/ coolant. The 24-page booket is accessible online at the company website. It features Prestone’s Extended Life, Dex-Cool Extended Life, LowTox, Prime, Prime Orange, and Prime Conventional Green antifreeze/ coolant. Product is also available for heavy duty, marine, and motorcycle applications. You’ll also find flush-andfill kits, coolant testers, coolant additives, and stop-leak products. A handy antifreeze/coolant reference chart, and windshield fluid selection guide serve as an in-shop resource. www.prestone.com

because the root of the problem is not resolved when a water pump is replaced, it is often only a matter of time before the dirt in the cooling water causes problems for the new pump, too. Liqui Moly has introduced a new radiator cleaner designed to reliably remove deposits and dirt from the cooling circuit. Liqui Moly radiator cleaner is added to the cooling water, and it dissolves deposits, slime, and dirt while the radiator is switched on and the motor left to run. After 10 to 30 minutes these are drained together with the old cooling water and the system is rinsed with water. www.liqui-moly.com rust and corrosion. It is formulated for use in all American, Asian, and European automobiles and meets ASTM D-3306 and ASTM D-4340 specifications. www.peakauto.com

Engine cooling fan modules Most of today’s vehicles are equipped with electric cooling fans. On several applications these fans are controlled by an engine cooling fan module that precisely operates the fan speed to minimize energy loss and maximize fuel economy. Gates has introduced a line of engine cooling fan modules covering over 26.5 million vehicles in operation in North America. The program includes OE Performance modules and Solution Kits. According to Gates, its OE Performance parts ensure an exact fit and easy installation while effectively restoring the cooling system to proper operation and performance. Its Harness Repair Solution Kits replace the damaged wire harness, eliminating the need to change the complete electric cooling fan assembly. www.gates.com

Discover what lighting can do for you. Discover the innovations that make Philips Automotive Lighting the world’s leading automotive lighting brand. Renowned for technological innovations, the Philips brand stands for high-quality materials and best-in-class products.

Antifreeze/coolant Peak’s Global Lifetime 50/50 antifreeze / coolant features a patented technology made for all cars worldwide, regardless of make, model, year or original antifreeze color. It features an advanced organic acid technology that provides guaranteed lifetime protection. Patented inhibitors provide maximum protection against damaging www.autoserviceworld.com

www.philips.com/automotive

June 2017

BAYWATCH BA Filter catalog Mann-Filter has released its 2017 North American Filter Catalog. The guide, which covers applications from 1998-2017, provides details on all of the company’s aftermarket filtration products. At 200 pages, the catalog lists all filter

applications available for markets in the U.S., Canada and Mexico by vehicle year, make and model. It’s available in three languages in print and online versions. Included is a new part number listing, competitive cross reference, buyer’s guide, and a service and hotline directory. www.mann-filter.com

Suspension part numbers Tenneco has introduced 18 new Monroe Quick-Strut part numbers, extending coverage to more than 2.8 million vehicles in North America. Among the new premium QuickStrut assemblies now available are rear units for 2007-2009 Toyota Camry SE models, and front assemblies for vehicles including the 2010-2014 Toyota Prius 1.8L sedans and 2013-2015 Buick Enclave, Chevrolet Traverse and GMC Acadia models. www.monroe.com

High-pressure leak tester Robert Bosch has unveiled the new HPT 500 HighPressure Diagnostic Leak Tester for heavy-duty and turbocharged applications. It pinpoints leaks with high pressure smoke at a large enough volume for these larger systems. Capable of testing an entire system in 15 minutes, the machine can help technicians diagnose leaks faster. With dual operating modes, technicians can alternate between smokeonly and air-only cycles to confirm repairs. www.BoschDiagnostics.com

Software upgrades

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VL Communications has introduced two new features to its AB Magic shop management software. A brand new SMS module allows the workshop to send text messages in seconds to notify the customer that his vehicle is ready. And a new e-commerce module connects customer shops to STOX Tire Distribution, the largest tire distribution company in Quebec. Users can log in to search for the right tires for the vehicle (s), and then import the descriptions and prices directly to the repair estimate. The new features can be found at no cost in the 2017.011 version of the software downloadable from the company website. www.vlcom.com www.autoserviceworld.com

Made in Germany. Made for you.

New chassis part numbers MAS Industries has introduced 164 new part numbers which cover over 93 million vehicle service possibilities. According to MAS, some of these include exclusive parts that no other aftermarket supplier currently offers. The 164 new numbers cover a wide number of applications, including 2013-2016 Buick LaCrosse, 2013-2016 Ford Fusion, 2015-16 Hyundai Genesis, and 2014-2017 Fiat 500L. www.mas-industries.com

Brake components Raybestos has expanded its line of premium quality brake products with the addition of 428 new part numbers, including new brake hoses, rotors, calipers, calipers assemblies, cables, clutch hoses, and brake pads. The company says the new part numbers are designed to help its customers grow their brake businesses with optimal coverage. www.raybestos.com

Emissions control Tenneco’s Walker Emissions Control brand has released 31 new products, including CARB-compliant Walker CalCat universal converters for 2005-2006 Ford Mustang, 2006-2009 Honda S2000, 2006-2008 Mazda 6, and 2004-2011 Mazda RX-8 models. New EPA-compliant Walker Ultra manifold converters are also available for 2012-2014 Toyota Camry and 2009-2016 Toyota RAV4 models, while 13 new EPA-compliant Walker Ultra direct-fit converters extend the brand’s coverage to dozens of popular late-model Acura, Ford, Honda, Hyundai, Kia, Lincoln, Mercedes-Benz and Volvo applications, model years 2001 through 2016. www.walkerexhaust.com

Brake pads Federal Mogul is bringing the Jurid line of replacement brake pads to North America. The pads, designed for German passenger vehicles in Canada and the United States, cover about 98 per cent of German passenger vehicles registered here. Jurid, founded in 1915, has been found on many Golf models from Volkswagen since the mid-1970s and has been factory-equipped on vehicles such as the Audi A3, BMW 4 Series and MercedesBenz A-Class. More than 40 per cent of Jurid’s 156 pad sets feature the same shapes as original equipment to German vehicle makers. www.juridparts.us www.autoserviceworld.com

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June 2017

BAYWATCH BA Wireless check-in Hunter’s Quick Inspection Technology now integrates with AutoLoop’s SmartLane application, a robust, wireless check-in and walk-around tool designed to increase productivity and service revenue. According to Hunter, its equipment identifies service opportunities in seconds and the integrated technology helps take the friction out of selling needed vehicle service. Using SmartLane, professional repair estimates are easily presented based on inspection findings and tire replacement offers can be made instantly with exact fitment, pricing, and live tire inventory notification. www.hunter.com

Rancho suspension kits for Jeep Rancho has released a new four-inch crawler short-arm suspension kit for 2007-2017 Jeep Wrangler JKs and Unlimiteds. Inside each kit, users will find progressive rate front and rear coil springs, heavy-duty front and rear adjustable track bars, and new fully

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adjustable upper and fully adjustable extended length, heavy duty Rancho control arms. Also included are an extended length front sway bar end link, upgraded front and rear bump stop spacer, front extended length brake lines, rear brake line drop brackets, and rear sway bar spacers. www.GoRancho.com

Window control assembly Dorman has added more Integrated Window Control Assemblies (IWCA) to its line up. These convenient plug-andplay assemblies offer a complete fix for late-model applications. Dorman’s IWCAs include a Window Regulator and Smart Window Lift Motor with a printed circuit board (PCB), microcontroller, and embedded software to restore all original advanced window functions such as anti-pinch, auto up/down, and global open where applicable. Dorman has increased its coverage to over 95% of all of the serviceable vehicles on North American roads today. www.DormanProducts.com

www.autoserviceworld.com

eCatalog

Steering and Suspension Delphi Product & Service Solutions (DPSS) has launched a new line of nearly 2,000 steering and suspension parts for North America. The new portfolio includes control arms, tie rod ends, sway bar links, inner tie rods, ball joints, bushings, and rack and pinion bellow kits. The line is currently import-focused for applications that include Acura, Honda, Audi, Volkswagen, Lexus, Toyota, Mercedes-Benz, and Subaru. The line covers more than 241 million vehicles built from 1968 to 2016. www.delphiautoparts.com

Diagnostic calculator Snap-on has added its MODIS Edge combination full-function scan tool and scope/graphing meter to its diagnostic calculator feature available on the Snap-on website at www.diagnostics.snapon.com. This online tool helps automotive repair technicians and shop owners determine how much profit they could be making by using a Snap-on diagnostic platform. The diagnostic calculator is available for use in the United States, Canada, Ireland, Netherlands, and the United Kingdom. www.diagnostics.snapon.com

Raybestos has introduced a completely new eCatalog, available to people working from a desktop, smartphone or tablet. Key features include: competitor interchanges, enhanced sorting and filtering, buyers guides and search history.

Located on the brand website, the Raybestos eCatalog also contains product specifications, attributes and images, as well as product comparisons with the ability to see up to four at a time. Future updates will include 360-degree images, access to technical service bulletins, and training materials. www.raybestos.com

MEET YOUR MARGINS WITHOUT COMPROMISING QUALITY.

Lighting catalog Lumileds, a subsidiary of Royal Philips, has released a new Philips Automotive Lighting Catalog featuring the latest innovations in automotive lighting technology for applications on all types of domestic and import cars, SUVs, light trucks, and vans from model years 1999 to 2016. Vehicle application listings are presented in a convenient trilingual format. The catalog also showcases new products for 2017 as well as a new global lighting safety campaign sponsored by the company. www.philips.com www.autoserviceworld.com

CRP Automotive offers OE-quality dealer alternative parts from Rein Automotive. From coolant and power steering hoses to antivibration and suspension components, Rein parts are identical in form, ﬁt, and function to the parts supplied by the dealer at a price that still leaves room for a proﬁt. Plus, they’re backed by the service and support of CRP so you can trust they’ll get the job done, every time.

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June 2017

BAYWATCH BA TPMS catalog Continental Commercial Vehicles & Aftermarket has just released its new 2017 VDO TPMS Replacement Parts Program catalog. In addition to the latest application validations for VDO REDI-Sensor Multi-Application TPMS sensors and VDO TPMS OE

sensors and service kits, the catalog highlights the new VDO REDI-Sensor with rubber snap-in valve stem. REDI-Sensor has coverage for over 109 million vehicles, with new applications added continuously. www.redi-sensor.com

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Software update OTC has announced the release of Bravo 2.9, the latest update to its diagnostics software for the Encore. The update includes new features as well as additions in diagnostic capabilities and increased vehicle coverage. In total, the release adds coverage for 656 new systems and 2,240 new vehicle-ECU combinations. Key enhancements include additional coverage for the Ford MAF Sensor Confirmation Test; added coverage for important GM SRS/ BCM tests, expanded coverage for Nissan 2003-2015 MY for camera, cruise control, driver assist and other types of controllers; and improved VW/Audi data stream groups added for many vehicles and systems www.OTCTools.com

Two-post lift

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