Issuu

WORKING WITH MILLENNIALS What your youngest techs want from you… and from life

JULY / AUGUST 2018

Selling to millennials Advice from the field on how to connect with today’s consumers

DIY Disasters Canada Post Publications Mail Agreement No. 40063170

Your customers need to see our latest pull-out poster!

JULY / AUGUST 2018 | VOL. 4 NO. 6

CANADIAN AUTO REPAIR & SERVICE MAGAZINE

FEATURES

Special: Does This Look Safe to You?

Our latest DIY Disaster poster is designed to be pulled out and hung on your wall. Your customers need to see what they share the road with!

19 COLUMNS Service Notes

Now’s the time to nominate your top gun as the Tech of the Year.

It’s Your Turn

Speaking the language of Millennial consumers.

Management Insights

Act like a franchise… even if you’re not quite there yet.

www.autoserviceworld.com

The Car Side

Lessons from the other side of the globe.

Management: Working with Millennials

As the Millennial generation takes its place in the workforce, you really need to have a good handle on what makes these young employees tick.

Talking Tech: Thermal Management

Some “new” products aren’t actually new at all. Toyota’s approach to introducing technology reflects the way modern innovations come to market.

DEPARTMENTS Letters................................................................... 6 Eye Spy ................................................................. 6 In the News ........................................................... 8 By the Numbers ................................................. 12 Baywatch ............................................................ 26 Advertiser Index ................................................ 29

July / August 2018

Hard work. Honesty. Making sure it’s done right the first time, every time. Here’s to John Gurnig, who’s spent 30+ years in the Fel-Pro® Field Test Garage, validating our gaskets are up to the sealing challenges you face. Our story is your story. Thanks for helping to write it.

John Gurnig, 30+ years at Fel-Pro

SERVICE NOTES CANADIAN AUTO REPAIR & SERVICE MAGAZINE

EDITOR | Allan Janssen (416) 578-1586 allan@newcom.ca CONTRIBUTORS | Rick Cogbill, Richard Dansereau, John Fraser, Bob Greenwood, Jeff Taylor. ART DIRECTION | Tim Norton/Janet Popadiuk (416) 614-5810 tim@newcom.ca DIRECTOR OF BUSINESS DEVELOPMENT | Peter Bulmer (416) 605-5346 peterb@newcom.ca QUEBEC & EASTERN CANADA SALES DIRECTOR | Denis Arsenault (514) 947-7228 denis@newcom.ca ADVERTISING PRODUCTION MANAGER, PRINT/DIGITAL | Alicia Lerma 416-510-6845 alicia@newcom.ca CIRCULATION MANAGER | Lilianna Kantor (416) 614-5815 lily@newcom.ca

CARS magazine is published monthly except for January and July by Newcom Media Inc., 5353 Dundas St W. Suite 400, Toronto, ON, M9B 6H8. 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 2018. 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, 5353 Dundas St W. Suite 400, Toronto, ON, M9B 6H8.

MEDIA INC.

VP, PUBLISHING | Melissa Summerfield VP, EDITORIAL | Rolf Lockwood PRESIDENT | Joe Glionna CHAIRMAN | Jim Glionna CORPORATE OFFICES HEAD OFFICE 5353 Dundas Street West, Suite 400, Toronto, ON M9B 6H8 Telephone: 416-614-2200 Facsimile: 416-614-8861 Member of the Audit Bureau of Circulations Newcom Media â€“ Publications at %VOEBT 4U 8 Customer Number: 4006214 Publication Mail Agreement #40063170 Print edition ISSN 2368-9129 On-line edition ISSN 2368-9137

Sign of appreciation The Canadian Technician of the Year award lets shop owners recognize their most talented employees in a very public way. By Allan Janssen There are many ways beyond money to reward good employees. You can throw a company lunch, print up a unique (perhaps a funny) certificate of achievement, or give someone a VIP parking spot, a gift card, or a â€˜travelingâ€™ trophy. Sometimes a simple hand-written note from the boss is enough to make them feel appreciated. One of the more innovative ideas Iâ€™ve ever heard of is to name an excellent employee â€˜CEO for the day.â€™ Extra points if the CEO takes that personâ€™s job for the day. Not only does this serve as recognition for exemplary service, but can be a learning opportunity for both sides. Imagine the decisions the employee will be asked to weigh in on during the course of a typical workday. Think of all the petty frustrations the boss will experience in the service bay, trying to get that rusted nut off the chassis, or find the needle-nose plyers that were â€œjust here a second ago!â€? At a time when skilled workers are hard to find, itâ€™s critical that the people you rely on to make your business run feel truly appreciated. Building a team of professionals that works well together is tough enough. Once youâ€™ve found that special person who can lead the shop, you need to keep them happy. The Canadian Technician of the Year award was set up, in part, as a means for shop owners to honour those who go above and beyond the call of duty, and recognize them in a very public way. Over the years, weâ€™ve heard about technicians whoâ€™ve given up family time to rescue stranded customers at the side of the road. There were those who

led their teams in competence, training, and dedication to excellence. And those who stood out in their communities for their generosity and vision. There were some who performed admirably in the face of daunting challenges. Already this year weâ€™ve heard about multiple award winners, amazing diagnosticians, life-long learners, and some truly selfless community-minded volunteers. Weâ€™re looking for all of these traits and more besides. If youâ€™ve got someone worth telling us about, why not take a moment to nominate them. Hundreds of technicians across the country have felt the warm hand of gratitude patting them on the back whenever our latest list of nominees was released. By necessity, only half a dozen or so could actually be singled out as the Canadian Technician of the Year. For the vast majority, the joy was simply in being nominated. And you know what it cost the shop owner? Nothing. This yearâ€™s competition, generously sponsored by Snap-on Tools of Canada and Total Canada, gives you the perfect opportunity to tell the world how your top tech has impressed you and your customers. Just open up the form on our website and sing their praises. But hurry; deadline for nominations is the end of August. Make sure your star employee is in the pile of nominations that go to our panel of industry judges. You might just have the Canadian Technician of the Year on your payroll! Have a comment or question? Drop me a line at allan@newcom.ca.

July / August 2018

LETTERS Staff need to discuss behavior guidelines Your editorial on “Technicians Acting Badly” (May 2018) should be a wake-up call for all shop owners. Our employees represent our businesses, so their conduct should be exemplary. Regular meetings with staff outlining repercussions from bad behavior are even more important today than ever. Bob Ward The Auto Guys St. Thomas, Ont.

Road tests are part of the job, but must be done right Though inappropriate behavior is not to be condoned, let’s remember that part of a technician’s job is to road test vehicles. This could involve what the general public would construe as hooliganism: weaving on the roadway, rapid accelerations, sudden braking, etc. These all have to be done on city streets,

often with other traffic around. It’s 15 minutes from my shop to get to where we can find an open road, and even there we might have to go a tad faster than the posted limit to determine some issues. It’s part of the job. Brian Browning Center Point Automotive Salmon Arm, B.C.

Technicians should have taken responsibility The technicians should make the apology. The shop owner did what was available to him, but he didn’t commit the offense. Jared Web Comment

Test drives don’t always go according to plan A customer told me a similar story about service done at a Toronto dealership. The tech took his car to Tim’s

Shredded The reason for the no-start on this 2006 Kia Rondo became obvious when the gang at Central Automotive in Kitchener Ont. took a close look under the hood. The serpentine belt had broken and wrapped itself around the crankshaft, which made the timing belt slip. Shop owner Dave Roth said new belts and tensioners fixed the problem. Have an interesting picture to share? Send a high-resolution image to allan@newcom.ca

for an ice coffee, but didn’t bother cleaning up the mess in the cup holder, which was the tip-off that something wasn’t right. If you do have to drive faster than the posted speed, I’ve found that the police are pretty good provided you have the work order in the car to prove that you’re on a test drive. Alan Gelman Glennalan Motors Toronto, Ont.

Supplying tools makes it easier to hire technicians Just a note about your recent article on buying tools (“Tooling Up,” May 2018). For the last three decades, we’ve supplied tools to our employees. We’re an accredited auto body shop but we also do a lot of mechanical repair. Most of the tools we supply are functional but not too expensive. We’ve found that it makes it easier to hire people if they don’t have to have their own tools coming into the job. However, there are still some guys that don’t like our not-so-fancy tools. When a Snap-on truck showed up in the area, they still flock around it to buy their own tools. Ron Settler Phoenix Auto Body Lucky Lake, Sask.

Enthusiasm of skills competitors is infectious Thanks for a great editorial on skills competitions (“Promoting the Trades,” June 2018). As I think you know, Snap-on is the longest running supporter and sponsor of Skills in Canada and we definitely see the benefit of having our product in the hands of these young technicians. I agree that these provincial and national competitions are really a “you-had-tobe-there” kind of event. The enthusiasm and dedication of the competitors is very inspiring! Ray Lavender Marketing communications manager Snap-on Tools of Canada Mississauga, Ont.

6 CARS

www.autoserviceworld.com

LESS SEEK MORE FIND

Introducing OmnicraftTM parts for all non-Ford makes and models. With this newest addition to our lineup, which includes Ford and an expanded Motorcraft® parts offering for Ford vehicles, we are now a one-stop-shop for quality parts – with a competitive warranty at a great price. So now you can spend less time looking, and more time getting things done. For more information, contact your local Ford Dealer or visit ford.ca/wholesale.

NEWS

Apprenticeships down, StatsCan reports New apprenticeship registrations were down in every province and d territory in Canada in 2016, according to recently released data from Statistics Canada. The government agency reports there were 417,3000 individuals registered to o apprenticeship programs in n Canada in 2016 – the most st recent year for which data is available. That’s down from m 455,900 in 2015. According to the Registered Apprentice Information System, 337,450 apprentices were already registered in the system, approximately 72,000 were new registrants, and 7,850 individuals were returning to the apprenticeship program after an absence. Among the three categories, the biggest drop (down 23%) was in new

registrant. In 2014, there were more than 93,400 new apprentices. tha Alberta suffered the biggest Alb dr drop in new registrations (down 45%). (d Across the country, there were 7,665 new registrants in w tthe automotive service p program – 429 of them ((4.2%) being women. The total number of automotive service apprentices in 2016 was servi 22,827 – the third largest group among Red Seal trades, following behind construction electricians and carpenters. More than 24,600 Red Seal certificates were issued in 2016 – 2,346 of them to automotive service apprentices. The Registered Apprentice Information System is a collection of registration and completion data

from across Canada. Meanwhile, in the U.S., a new report shows that the supply of aspiring vehicle technicians is simply not keeping up with industry demands. TechForce Foundation, a non-profit organization focused on developing new technicians, has released its Transportation Technician Supply Report, which reveals that the gap between the supply and demand for skilled technicians has been getting steadily worse since 2013. “Our country and education system have divested in high school auto shops and stigmatized trade school education, which is killing the trades,” said TechForce CEO and executive director Jennifer Maher. “A solution requires pooling resources and consistent public messaging to change perceptions and build a talent pipeline.”

PRECISION ENGINEERING AND PERFORMANCE

EUROMAX brake pads are formulated for import vehicles with outstanding durability and great performance. ECE R90 European Standards Approved Formulations for Audi, BMW, Jaguar, SAAB, Land Rover, Mercedes-Benz, MINI, Porsche, Range Rover, Volkswagen and Volvo. Over 160 SKU’s that covers 95% of North America European applications. • ECE R90 European Standards Approved Formulations

• Chamfers Allow for Smooth Bedding In to Eliminate Vibration

• Formulation Designed Speciﬁcally for Comfortable European Performance

• Excellent Stopping and Braking Performance Level

• Positive Mold Manufacturing Technology • No Break-In Required

• Noise Free Meets AAA Noise Index • Wire Sensors and Clips (where applicable)

• Low Dust for Cleaner Wheels

www.autopartsdepot.ca 8 CARS

www.autoserviceworld.com

OCOT looks for input on its next five-year-plan By Allan Janssen Clarifying the Ontario College of Trades’ value proposition will be “front and center” in an ongoing consultation about how OCOT should position itself over the next five years, the college’s CEO and registrar says. Speaking at the college’s annual members meeting in Toronto in July, George Gritziotis admitted that even after eight years of operation, the Ontario College of Trades (OCOT) has trouble proving its value to members. “The value proposition. ‘What do I get for $120 a year?’ I can’t answer that, and it bugs me that I can’t answer it,” he said. “I need everybody’s help to help me figure it out, and we’re throwing out some ideas. But it’s our goal to be able to get our members to understand what they’re getting from the college.” He said it can be difficult to measure progress as the college strives to meet its legislated mandate to regulate and promote skilled trades. “The only way I believe we can get to where we want to be is by engaging with our stakeholders in an open and transparent way,” he said. “We won’t progress if we’re not willing to talk to one another.” That will be the task over the next few months, he said, as the college prepares to develop its next five-year plan. He said the planning process will begin in earnest in the fall. There are well over 200,000 workplaces that employ skilled trades, and many more work sites where tradespeople operate. Yet the college has just 45 enforcement officers to deal with consumer and industry complaints. “That’s a daunting task,” Gritziotis said. “Having just 45 officers is not going to be able to get us to the Promised Land on this. We have to find ways of doing it.” He sees his enforcement officers as www.autoserviceworld.com

Ontario College of Trades CEO and registrar George Gritziotis offers his view on the state of the college at the annual members’ meeting in Toronto

working ‘on a continuum’ to enforce the Ontario College of Trades and Apprenticeship Act, 2009. “Part of their job is to create awareness, educate, train, warn, and – if someone is egregiously avoiding the act – then to penalize and fine,” he said. “If you have an unregistered worker who’s looking to put food on his table, a conversation to get them registered into an apprenticeship would be a victorious visit from an officer, especially in a sector where we’re faced with retirements and labour shortages,” he said. “We wouldn’t be doing the market or any industry a favour by simply saying, ‘You’re unregistered, here’s a ticket.’ We’re going to have a conversation first, and we’re going to attempt to get them registered into an apprenticeship.” The college regulates 156 trades and has some 238,000 members across the province. Revenues in 2017 totalled $31 million – $24.7 million from membership fees. Revenue over expenses totalled $5.5 million, and the college ended the year in a favorable financial position with net assets of just over $18 million. The college employs 192 permanent full time employees, with combined salaries and benefits of $16.2 million. July / August 2018

NEWS

Total Canada opens branded facilities Total Canada has opened two new Total Quartz Auto Shops in Waterloo, Ont. Senior executives from Total were on-hand for the ribbon cutting at the

shops, owned by Ashani Missier, her husband Sajiv Kumarasamy, and Gary Williams, a franchising expert who hopes to help them build the business

Back row (from left): Gregory Perez, Total Canada’s national key account manager; Gary Williams; Alex Garcia; Premtim Ajvazi; Mark Shteinberg; Ryan Shantz; Alex Wilson; Greg Griffith; Dave Scherrer; Arvin Adibifar; Mike Habib; Ashani Missier; Sajiv Kumarasamy; Total Canada president Franck Bagouet; and Qaiser Qureshi, Total Canada’s regional manager for Ontario. Front row (from left): Harinder Singh; Joel Braden; Alex Cerda; Mirza Muratovic; Bhanu Samarasinghe; and Tony Gutierrez-Lazo.

into a multi-shop operation throughout Southern Ontario. Kumarasamy, who has been in the auto service business for 15 years, says one of the big challenges will be staffing. For opening day, the shop was offering half-price oil changes. By noon they’d already done more than 40 oil changes. “If the whole city shows up, I’ll change their oil!” said Kumarasamy. “This is what people expect when they go for an oil change,” said Gregory Perez, Total Canada’s national key account manager, based in Montreal. “It’s clean, it’s efficient, and it’s friendly.” Franck Bagouet, president of Total Canada, said that just as Ashani and Sajiv plan to expand their operation, Total has ambitious plans for its Total Quartz auto repair concept. “It will grow,” he said. “I have a target. I’d like to see 50 Total Quartz locations in Canada by the end of 2020.”

It’s true you’d look good in blue.

Join the 650 independent service centers, all proud to wear the NAPA AUTOPRO colours from coast to coast.

For more information, visit napaautopro.com

10 CARS

www.autoserviceworld.com

Mister Transmission launches new charity foundation Mister Transmission (International) has launched a new charitable foundation, seeded with a $25,000 donation from head office, to support a wide variety of causes. The Mister Transmission Charitable Foundation was announced at the company’s annual golf tournament, where a further $13,450 was raised for the new fund. President and CEO Tony Kuczynski said the focus would be to support children and youth in the areas of health, hardship, education, and community initiatives “We’re very excited about supporting the local communities of our franchisees and the causes they feel strongly about, and getting their support for our fundraising efforts in return,” he said. “We expect to be able to raise a lot more money if our franchisees are more engaged.”

Shad’s tops $5 million for muscular dystrophy research The CEO of the Muscular Dystrophy Association of Canada (MDC) says Shad’s R&R – the annual aftermarket charity golf tournament – is giving hope to many Canadian families. “We are on the precipice of the new world in neuro-muscular disorders. That’s what your $5 million has done,” Barbara Stead-Coyle told over 250 golfers who played at this year’s event at Station Creek Golf Club in Gormley, Ont. “You have relit the spark of hope for our families. I cannot thank you enough.” Stead-Coyle received this year’s donation of $175,000, saying it would be put to good use fighting the disease and helping families affected by it. Also on hand to thank the Shad’s

Barbara Stead-Coyne, CEO of Muscular Dystrophy Canada, accepted this year’s donation from the Shad’s R&R golf tournament presented by Brad Shaddick.

golfers was Dr. Cynthia Gagnon, associate professor at the faculty of medicine and health sciences at the University of Sherbrooke. Shad’s R&R has been raising money for muscular dystrophy for 45 years. Founded by a group of aftermarket salesmen, it has grown into MDC’s largest single-day fundraisers.

Sign me up!

PHOTO BY SARAH VOIGT.

Automotive lighting

A street in a new development in Queensville, Ont. was named in honour of Carl Mount, owner of Queensville Auto Service. A prototype of the sign that will bear his name was presented to him during his shop’s 40th anniversary celebrations. Above, Carl is flanked by ( from left) daughter Andrea Dingman, wife Marg, son Greg, and Virginia Hackson, the mayor of nearby East Gwillimbury.

www.autoserviceworld.com

Safer nighttime driving. Philips upgrade headlights show your customer what’s ahead sooner, so they can see more clearly at night.

Vision, VisionPlus and X-tremeVision upgrade headlights

July / August 2018

NEWS

By the NUMBERS Stats that put the North American automotive aftermarket into perspective. Number of CAA members in South Central Ontario expected to require roadside assistance this summer. That includes battery assist (last summer, over 80,000 members needed that assistance), light service like gas top-ups and locked-in keys (100,000) and roadside tows (230,000).

500,000

According to roadside data, vehicles 10 years and older are twice as likely to be stranded at the roadside, and four times more likely to require a tow.

Canadian Automobile Association

Percentage of Americans – of all ages – who say they want the option to drive a car themselves, rather than simply be a passenger in an autonomous vehicle.

85%

Hagerty survey of 1,000 U.S. drivers

J.D. Power 2018 U.S. Initial Quality Study

Share of Canadian light vehicle sales captured by the most popular vehicle brand in the country: Ford. It is followed by Toyota (9.9%), Honda (8.6%), Chevrolet (7.9%), and Hyundai (7.2%). Jumpstart Automotive Media, Insights Book 2017-2018 edition

USD$31,455 The average new-vehicle loan in the United States in the first quarter of 2018 – an increase of $921 from the previous year. The monthly payment for a new vehicle rose to $523, a $15 increase over the same period. Experian’s State of the Automotive Finance Market Report

41 PER CENT

Percentage of vehicle owners that refer to the air pressure stamped on the tire’s sidewall when trying to identify the correct pressure for their tires. (This imprinted sidewall pressure is the maximum pressure a tire can contain under load, not the recommended pressure.)

Survey by Leger on behalf of tire makers

12 CARS

CORRECTION

$3,002

15% Number of problems per 100 vehicles found in the Porsche 911 – the lowest of all models studied in 2018. It was also the lowest problem incidence ever recorded in this generation of the study (2013-2018).

American Automobile Association

Projected maintenance and repair cost, over five years, of owning a 2018 Hyundai Accent. The Accent’s US $553 repair bill and US $2,449 maintenance cost was the lowest in the compact category. (Our May 2018 Numbers page did not specify that this only covered maintenance and repair costs.) Kelley Blue Book Five-Year Cost-to-Own Awards

3.1 million The number of electric vehicles (including battery-electric, plug-in hybrid electric and fuel cell electric passenger light-duty vehicles) on roads worldwide in 2017 – an increase of 57% over 2016. International Energy Agency

47.7% Fewer than half of sedan owners bought another sedan in 2017 when it was time to replace their car. That’s down 8.5 percentage points since 2012 when sedans led the industry in loyalty. IHS Markit analysis of 17.1 million new vehicle registrations

www.autoserviceworld.com

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

Millennial strategy Dealing with the latest generation of consumers may require a new approach at the front counter. By Riley Fletcher Millennials are just the latest generation of retail clients coming through our doors… and they’re a very unique group of people. Born between 1981 and 1996, they act very differently from the Generation X (1965-1980) and Baby Boom (1946-1964) clients we’re used to dealing with. Millennials are often described as ambitious, confident, and thirsty for knowledge, looking for meaningful workplaces and fulfilling relationships. In other words, they know what they want. In order to make them happy, our front-end counter staff need to step up their game and communicate with these customers in a way that makes sense to them. Telling a Baby Boomer that their water pump has failed and can be replaced for X amount of dollars is simple and effective. But that kind off bare-bones communication will nott fly with a Millennial. They need to o know the “how” and the “why” of thee matter, and they have to establish a foundation of trust with you beforee making a decision about spending ng money at your business. In most cases, before a Millennial al steps foot in your shop they’ve already researched your business online. They’ve asked around for reviews. If they’re in front of you, it means you passed the first test and they’re willing to take a chance on you. Want to make a good first impression on them? Be friendly, show-off your knowledge, and stress the passion you have for your work. Here are some other tried-and-true www.autoserviceworld.com

practices that have aided me in serving this ever-curious group of consumers.

Visuals Millennials live in the digital world, constantly bombarded by images and videos. They’re visual learners who will appreciate you taking the time to share diagrams or graphics. It’s as simple as turning your computer

Comparing a vehicle alignment to “a trip to the chiropractor,” or likening a radiator to skin in the way that it facilitates cooling, or exhaust systems to lungs makes a huge impression on Millennials. It allows you to sell work without being pushy. The average Millennial is not technical, and did not grow up working on an old truck with their dad. We need to meet them th halfway. h

Care about them C

screen around so they can see what you’re looking at. And those digital inspections that allow you to send pictures and videos of their car? They love that!

Analogies Your customers will be saying ‘Yes’ with a smile on their faces if you learn how to communicate complicated information in ways they can understand.

T This may seem like a no-brainer. Of ccourse we care! But do we truly portray eempathy at the front counter? Millennials share everything through M ssocial media – the good, the bad and the ugly. They’re used to being th ccomforted and will expect that same ffrom you when they face a big bill. You ccan’t just plunk the bad news in front of them and expect them to thank you. Instead, break it to them gently, explain things as clearly as you can, and offer to answer questions. This is not to imply that Millennials need to be babied. They just want to know they’re dealing with a friend. It may take time, patience and an open-mind to learn this new language but it will be worth it. They’ll la trust you, review you positively, and give you all their business. And don’t be surprised if you get a few friend requests along the way!

Riley Fletcher is a service advisor for T&H Autopro in Kamloops, B.C. You can reach her at riley.fletcher@outlook.com.

July / August 2018

MANAGEMENT INSIGHTS

Act like a

franchise…

even if

you aren’t one!

Putting the right systems and procedures in place will give you repeatable results – like the best franchises have. By Richard Dansereau It’s Monday morning and even though you own the shop, you dread the very thought of coming in to work. There are constant staffing issues to deal with, and all those grumbling employees. The “people problems” just never end! And even though you trained everyone the best you could, they still have to be told what to do every minute of the day. Why can’t they just use common sense? “This business just isn’t any fun anymore!” you think as you start your car and let it idle in the driveway for a minute or two. The pressures of work ruined your weekend. Even after two days away, you don’t feel refreshed. In fact, you feel a little nauseous. You put the car in gear and head to work like a prisoner to the gallows. Sound familiar? For many shop owners in North America, this scenario is all too real. The details might change a bit, but the same basic themes apply. They’re frustrated that they make

14 CARS

little more as entrepreneurs than they would if they worked for someone else. In fact, when they factor in all the extra hours they put in for quality control, bookkeeping, planning, and crisis management, they realize they’re actually making less per hour than the technicians they hire! I’ve been a business coach for many years, and I’ve met many people who struggle with the mental toll of running a repair shop. I know of a few shop owners that do yoga or who have become obsessed with fitness in an effort to combat stress. Going to the gym or the yoga studio will help, but it won’t solve the underlying problem. The lack of a systematic approach to business is the fundamental reason why

most shops fail. With the right processes in place, not only will the operation run more smoothly and relatively stress-free, but its success can be replicated by others using a franchising model. “Franchise my business?!” you might ask. “I can barely manage one shop, much less 10!” That may be true, but even if you just want to run your own shop, you should consider doing something that every successful franchise does: create processes that bring repeatable results. If you do nothing else, that will bring tremendous value to your business, and reduce your stress noticeably. Franchising packages an entrepreneur’s vision, know-how, brand, and processes so that anyone who follows www.autoserviceworld.com

them can reap the same rewards. Take McDonald’s, for instance. The chances of a stand-alone restaurant succeeding are far smaller than a new McDonald’s restaurant. Every aspect of the operation – from the take-out window script, to the cooking processes, to the dress codes, to the H.R. rules – has been honed to perfection. It is a welloiled machine. From one restaurant in 1948, it has grown to over 38,000 restaurants around the world. Believe it or not, any independent auto repair shop would benefit from creating systems that make success easier. Just think of how it will reduce the stress you’re dealing with now. Once you’ve got effective processes in place, the culture in your business will start to change. Miscommunication will end. Confusion will disappear. So how about franchising your business... without actually franchising it? Just take a 10,000-foot view of your business. Forget about the tech that didn’t show up for duty. Forget about the supplier that didn’t deliver the parts on time. Forget about the service advisor that did not quote the job right. From 10,000 feet up, you won’t see any of that. You’re no longer in “firefighter” mode. You’re not diagnosing and fixing business problems on the spot, like your inner technician wants you to. Your view of the world will be very different indeed. Let’s look at three very common examples of items you may think about when you have a high-level view.

1. Communicating with customers Do you have customers that come in asking you what your door rate is? If that drives you crazy, then why don’t you create a process for dealing with it? If you blurt out that it is $119 an hour, the first thing the customer does is compare you to another shop that has a door rate of $100 an hour. The customer takes control of the conversation, and starts probing you to find out why you think you're worth 19 bucks more an hour. Now you’re in defensive www.autoserviceworld.com

mode, which is not a fun place to be. You need a system that tells the client how you’re different than the guy down the street even before they ask. If you put some thought into it, you can negotiate front-counter conversations so the question doesn’t even come up.

2. Communicating with staff You see a pile of work orders and keys on your service advisor’s desk. Every morning it is the same thing. The techs are struggling to find the right key, the right work order, the right job priority, the right car, the right parts… This happens every single day! You need a simple non-verbal system to dispatch and organize jobs. The best shops do this. It’s not just a theory. It works!

3. Communicating with suppliers Your supplier frustrates you because whenever you need a part quickly, you end up waiting. Maybe the problem is not with the supplier. You need an ordering system that anticipates your needs, and a bin system that eliminates unnecessary delays when the part arrives. With a good system in place, the techs never have to stay late, client vehicles are done on time, service advisors are less stressed… and guess what? The business thrives. You may not want to grow your business into a giant like McDonald’s, but if you employ a franchise mentality, you will reap tremendous benefits. And if you find it easier to run the business, you may indeed choose to expand the business. More locations, more customers, more profits… With the right processes in place, it’s just as easy to run one shop as it is to run a chain of 100 shops. Start with one and see how it goes!

R Richard Dansereau is the principal at On-Track Business p SSolutions Inc. He’s also a ccoach with ShopPros. You ccan reach him at richard.dansereau@shoppros.com h dd

It just fits. Walker's OE expertise delivers application-engineered parts with OE-style hangers, brackets, routings and heat shields in the product design, allowing quick and easy installation of direct-fit products to ensure every part is a perfect fit.

July / August 2018

Does th safe to

Clara Hooper and her team at Buny’s N’ Bugs Auto Repair in Chilliwack, B.C. had a good laugh when they saw the crazy repair on this 1995 VW Jetta. We think someone seems to have had trouble removing the old brake pressure valve… so they came up with an alternative. They simply strapped the new one onto the old one!

Do-it-yourselfers pu Leave your repairs

Ken Gibbs of McQueen Automotive in Edmonton, Alta. had to take his life in his hands when he took this old beater for a test drive. The seat wasn’t even bolted to the ﬂoor. It was held in position by some blocks of wood. “The only thing holding you into the vehicle was the seatbelt,” he says. “Needless to say, it didn’t pass inspection!”

Trish Hagedorn came across this gem at a Jiffy Lube shop in Ontario recently. Looks like someone broke the original lock that holds the ﬁlter in place, so he clamped it and added a spring for extra security. “Wow! That never should have been removed in the ﬁrst place!” the technician/service advisor says.

Branden Bauchman of Oil Changers in Barrie, Ont. found a clamp hooked to the mufﬂer underneath this early 2000 Dodge Caravan. Intended to keep two pipes together, it may have looked like an effective solution to some do-it-yourselfer but it leaked like a sieve! A few proper bolts solved the problem.

“This has to be the most novel use of a seatbelt we’ve ever seen!” says Frank Maendel of Total Town & Country Repair Inc., in Bright, Ont. It was fully extended to hold a rusted-out cab step in place – a temporary solution that left the passenger without a safety restraint. “It’s a good example of why we need annual safety inspections!”

his look o you?

ut everyone at risk. s to a professional!

You don’t want to take chances with your gas tank, but that’s exactly what the owner of this F150 pickup was doing. “Yup… those are tie down straps holding up the gas tank,” says Bob Ward, owner of The Auto Guys in St. Thomas, Ont. “The customer claims they’ll never rust through, so he wasn’t too concerned.”

The lower ball joint had fallen out of its housing on this pickup truck, so some intrepid DIYer held it in place with a large set of vise grips and some fence wire. “It had been driven for three months in this condition, and the customer didn’t want it repaired,” says Doug Gritner of Doug’s Repair in Alexis Creek, B.C. “Thankfully we changed his mind!”

“My husband, Dave, received this picture from a retired mechanic, who was wondering if the vehicle would pass safety,” says Sue Ellen Morrison, co-owner of Barrie AutoCare Centre in Barrie, Ont. “Obviously he was kidding!” Part of the chassis had rusted out and was being held together by a crudely installed door hinge.

The owner of this RV brought the unit in to find out why the house batteries were not charging. The fault wasn’t difficult to pinpoint. “Looks like the customer used bailing twine and first aid tape to rope the connection together,” says Wayne Johnston, owner of Van-Isle Truck Tech in Ladysmith, B.C. “A swing and a miss!”

The rear control arm on this 2009 Mazda 6 broke, so the customer wrapped about 25 feet of 1/4” nylon rope around it to secure it to an extremely rotten cradle. Then he ﬁgured it was safe to drive. John Logan, apprentice at Brueau Travel Centre in Cochrane, Ont. says he’s surprised it made it to the shop. “It should have been towed!” © CARS magazine 2018

HR forTOOLKIT the automotive industry Written with the automotive aftermarket industry in mind, this È´UVW RI LWV NLQG +5 WRRONLW LV SHUIHFW IRU WKH KLULQJ QHHGV RI VPDOO DQG PHGLXP VL]HG EXVLQHVVHV DFURVV &DQDGD

Withple samlates! temp

'RZORDG \RXU FREE FRS\ KHUH www.aiacanada.com/hr-toolkit/

RIGHT PERSON

RIGHT SKILLS

RIGHT TIME

AUTOMOTIVE INDUSTRIES ASSOCIATION OF CANADA For more information, please contact us at: 180 Elgin Street, Suite 1400 Ottawa, ON K2P 2K3 1-800-808-2920 | communications@aiacanada.com

MANAGEMENT

while still insisting on a fulfilling social life. One of their unsung qualities, however, is that they are true team players. Haas believes finding and retaining these valuable team players may mean changing the rules of the game.

What MILLENNIALS want Seven ways to attract, reward, and retain star employees from the largest generation of workers. By Allan Janssen Figuring out how many Millennials there are in the United States and Canada can be a challenge. There are conflicting definitions of the generation of kids that followed Generation-X. Depending on the birth years you choose (the Pew Research Center recently settled on 1981 to 1996), they are arguably the largest cohort in North America. In Canada, they total some 9.8 million people. But whatever their numbers, there’s no doubt that their place in history – the babies of younger BOOMERS in a time of significant social change – has given them a unique view of life. www.autoserviceworld.com

According to Bill Haas, a Texas-based consultant who works with auto repair shops across North America, working with them takes some understanding. And depending on your temperament, that might include som e concessions. “This is the largest group of people in the workforce today. So, you either figure out how to make them part of your team, or you’re going to be in trouble,” he says. Speaking at the Congress of Auto Repair & Service in Las Vegas last year, Haas said the reputation of Millennials tends to precede them: they’re impatient, expressive, and ambitious

Pay a competitive wage Attracting skilled workers is difficult for almost any industry, he said. But the challenge is even more daunting for the automotive repair industry, where the work is complex, tooling is expensive, and shops are notoriously reluctant to pay top dollar. There is a compelling reason to relax the purse strings, Haas said, even for junior technicians. “We have to see the value in developing the next generation of techs,” he said.

Manage them well “The biggest responsibility that you have as an owner is to know what your people need and make sure they get it. When millennials don’t get what they want, they look for a place where they can,” he said. “Millennials don’t quit jobs, they quit people.”

Offer the right benefits “It could be dental, it could be paid time off, it could be a tool allowance, tuition reimbursement… This is stuff we don’t even talk about,” said Haas. “We have to find the benefit that really appeals to them and helps them. One area that is particularly relevant to today’s young people is financial planning. “People are living longer now than ever, so shouldn’t it be our responsibility to make sure they can have a life CONTINUED

July / August 2018

www.liqui-moly.us

MANAGEMENT after work?” he said. “These are the kind of things that will differentiate your business from your competitor’s business.”

Train them Haas said Millennials want to feel like they are making a positive contribution to the company. Offering a Bill Haas, of Haas training plan with well-defined goals Performance and rewards plays into that. Consulting, addresses “That’s something we don’t tend to shop owners at do very well. We have a shotgun the Congress of approach to training,” he said. “Why Automotive Repair & don’t we write out a plan, based on an Service. assessment of their training needs and their aspirations? Let’s develop a strategy to get them where they need to be to really advance their careers.”

Enlight your engine

with molecular friction control

Empower them Millennials want to be involved in business decisions and planning. “If you want them to really be on your team and take ownership of the things we do, they need to understand the reasons for the decisions we’re making,” he said. “When we have input from multiple generations and viewpoints, we tend to make better decisions. And those decision are implemented much more easily because everyone has a stake in their success. It’s hard to reject a decision that you were part of making.”

Recognize their accomplishments Stop providing feedback only when employees do something wrong, Haas said. “Catch them doing something right,” he said. “And make something of it.” He used do this with $10 bills. "I would say, ‘Hey, great job. I saw how you handled that problem. I saw how you dealt with that customer.’ And then I would peel off a $10 bill,” he said. “It made a big impact, and it is very motivating.”

Help them set their next goal Millennials tend to work best with well-defined goals. “Setting goals is easy to do with technicians and service advisors, where things are measured,” Haas said. “And the beauty of it is that having a goal diminishes boredom and increases job satisfaction.” Performance reviews are a chance to collaborate with Millennials, and align their goals with what the business wants. “The biggest motivation for these people is meaningful work,” said Haas. “If the work is not meaningful, they lose interest. And then we become the next job on the list of places they left.

20 CARS

www.autoserviceworld.com

FAST. EASY. LESS WASTE. ®

The same Havoline premium motor oil packaged in a 22.7L box, the equivalent of 24-946ml bottles. Each PitPack box saves 89% plastic or 21 bottles from going into the waste stream. And the outer carton is 100% recyclable. ®

That’s a lot of plastic and waste savings – not to mention all the operational beneﬁts and cost savings versus dealing with litres. Now that’s doing something good for the environment and in your community.

For more information visit canada.havoline.com/en-CA/pit-pack.html

Chevron Products are available from the following locations CHEVRON CANADA LIMITED 500-5th Ave. S.W. Calgary AB T2P 0L7 Toll Free: 1 (800) 822-5823 canada.havoline.com

CATALYS LUBRICANTS 7483 Progress Way Delta BC V4G 1E7 Toll Free: 1 (855) 946-4226 catalyslubricants.ca

NORTHERN METALIC SALES (GP) 9708-108 St. Grande Prairie AB T8V 4E2 Tel: (780) 539-9555 northernmetalic.com

UFA 4838 Richard Rd. S.W. Suite 700 Calgary AB T3E 6L1 Tel: (403) 570-4306 ufa.com

CHRIS PAGE & ASSOCIATES LTD 14435-124 Ave. Edmonton AB T5L 3B2 Tel: (780) 451-4373 chrispage.ca

RED-L DISTRIBUTORS LTD 9727-47 Ave. Edmonton AB T6E 5M7 Tel: (780) 437-2630 redl.com

49 NORTH LUBRICANTS 1429 Mountain Ave., Unit 2 Winnipeg MB R2X 2Y9 Tel: (204) 694-9100 Fax: (204) 775-0475 49northlubricants.com

CASE ’N DRUM OIL INC 3462 White Oak Road London ON N6E 2Z9 Toll Free: 1 (800) 265-7642 cndoil.ca

TRANSIT LUBRICANTS LTD 5 Hill St. Kitchener ON N2G 3X4 Tel: (519) 579-5330 transitpetroleum.com

LUBESOURCE 351 Caldari Rd. Vaughan ON L4K 4S9 Tel: (905) 695-0781 lubesource.ca

R. P. OIL LTD 1111 Burns St. East Unit 3 Whitby ON L1N 6A6 Tel: (905) 666-2313 rpoil.com

MACEWEN PETROLEUM INC 18 Adelaide St. Maxville ON K0C 1T0 Toll Free: 1 (800) 267-7175 macewen.ca

CREVIER LUBRIFIANTS 2320, Rue de la Métropole Longueuil (QC) J4G 1E6 Tél : (450) 679-8866 crevier.ca

NORTH ATLANTIC REFINING LTD 29 Pippy Place St. John’s NL A1B 3X2 Tel: (709) 570-5624 northatlantic.ca

TALKING TECH

new technology Toyota’s approach to thermal management represents the way modern innovations come to market. By Jeff Taylor

ave you ever wondered about the technology on today’s vehicles and where it’s headed? Or how it’s going to affect current or future techs coming into trade? Typically, the technology we see in new vehicles was actually developed more than five years before the car or truck was even built, back when the vehicle was still in the design stages. In fact, many “new” technologies aren’t new at all. They’ve been around for a while, and have simply been refined and adapted in the quest for constant improvement. Keeping your ear to the ground and your eye on recent advancements, you can avoid being taken completely by surprise when something new comes into the shop. Take the recent developments in thermal management, for example. In many ways Toyota appears to be leading the way, but if you look closely you’ll find that some of its “new” systems are actually adapted technology. Toyota produces dependable cars and trucks, and they achieve this reliability by using proven technologies. They tend to watch what other manufacturers do, and watch for pitfalls and advantages. Then they’ll refine the innovations for their own vehicles, working out as many of the bugs that

22 CARS

As thermal management progressed, electric cooling fans and cross-flow radiators became the norm.

they can find. (Yes, Toyota does have its own pattern failures, but they work very hard to use stable technology.)

A new twist on an old technology Like all manufacturers, Toyota is always looking to increase fuel economy and

lower emissions. One way is through better thermal management. The internal combustion engine (ICE) is a heat machine – and not a very efficient one. Most of the heat produced by combustion exits through the exhaust or is transferred into the air. Little thermal energy is actually used to push www.autoserviceworld.com

This is an example of early thermal management: down-flow radiator, mechanical engine-driven cooling fan, and a simple wax-controlled thermostat.

Today’s thermal management consists of electric water pumps, coolant flow control valves, and many other features to get the maximum energy from the fuel.

the pistons and make the vehicle move. But there are a number of ways that the ICE’s thermal efficiency can be improved. Toyota is exploiting different strategies (and, again, some of them aren’t all that new) to increase the engine’s thermal efficiency and take better www.autoserviceworld.com

advantage of the fuel being burned. For example, the cooling system in Toyota’s new NX 200t 8AR-FTS (used in the Lexus NX) uses three separate coolant thermostats for precise engine coolant temperature management. This system allows for a faster warm-up without the use of a bypass valve. Toyota refers to this setup as the Cylinder Block Rapid Warm-up System. The main engine thermostat is located on the engine side panel, controlling the engine coolant flow to the radiator. This stat opens at 82°C (180°F). A separate thermostat is located on the engine block side of the engine side panel. It regulates the flow of coolant into the cylinder block during engine warm up, shortening the engine’s total warmup time and improving fuel economy. This stat opens at 72°C (162°F). Finally, a small remotely mounted thermostat is used to regulate the flow of coolant to the throttle body. When the engine is at operating temperature, flow is allowed but when the coolant is hot (+83°C or +181°F) this stat will stop coolant flow to prevent extra heat from being introduced into the intake air stream. Piston cooling isn’t a new technology, but Toyota is using it as part of its

thermal management strategies, again on the NX200 engine series. The PCM will now dictate and control when the cooling oil is sprayed on the bottom of the pistons. At low engine temperatures, the PCM will not allow oil to be sprayed on the pistons. This will enhance warmup and increase fuel economy. The PCM will turn on the piston oil spraying jets when it senses high coolant temperatures. Doing this will prevent pre-ignition and reduce piston carbon deposits. Toyota’s new A25A-FKS engine is their first four-cylinder direct-injection, naturally-aspirated engine and it also uses thermal management in a few areas. (Toyota claims a maximum thermal efficiency of 40% – one of the world’s best). This engine uses a water-cooled exhaust gas recirculation (EGR) valve. The EGR gases are routed through the cylinder head to aid in engine warmup on a cold engine and once the engine is warm, the EGR gas is cooled to reduce the EGR gas temperature. Toyota’s EGR will help reduce cylinder temperature by quenching the cylinder’s charge – something that is conventionally done by adding more fuel. (Fuel evaporating in the cylinder provides the same quenching effect.) CONTINUED

July / August 2018

Boost Your Shop

TALKING TECH

Profits Your complete Shop Management Software • Create estimates and invoices • Full accounting module with tax remittance • Detailed sales and profit reports • Free updates • Unlimited technical support • An all-inclusive solution

The Only Shop software with Multiple Document Interface • User friendly and inexpensive • Full Customer Retention Module • Complete vehicle repair history • Inventory & tire storage • VIN look up • Up to 20 service bays

True E-Commerce! Shop for parts or tires and order them directly using our innovative integrations with:

Call us for a free trial version at 1-800-268-4044

www.vlcom.com 24 CARS

This isn’t going to stop

Another example of thermal management: this Ford engine uses piston cooling oil jets. Toyota has gone one step farther and allowed the PCM to regulate when the oil sprays on the pistons.

By using an EGR and not adding more fuel, the engine’s total fuel requirements are lowered. It’s important to note that this engine still uses variable valve cam timing and has an electric solenoid controlling the intake cam. The new A25A also uses a variable cooling system that has four modes of cooling operation: early engine warmup; heater priority; output enhancement under heavy loads; and “max cooling” for best AC performance. The ECM controls the variable flow cooling system. To achieve the optimal cooling system strategy, it uses a mapped (electrically controlled) thermostat, and electric water pump, and two separate coolant flow control valves. Coolant flow and temperature is controlled to allow the fastest engine warmup and passenger comfort, while carefully regulating the automatic transmission temperature. The result of this system is faster engine warmup, and lower fuel consumption. This new variable flow cooling systems does require a special bleeding procedure if you do any work on the system. The engine must be put into water pump bleed mode by raising the RPM above 1500 (in park) and watching the water pump speed increase (on the scanner), this also opens the flow shutting valves. Coolant bleed mode is exited by cycling the ignition or taking the transmission out of park.

Technological advances aren’t a temporary phenomenon. You’d better get used to them, because they’re going to be a constant reality in our line of work. But if you follow the trends, you won’t be taken by surprise as often. The direction of coming technology can be discerned with effective service-information services and up-to-date scanners. And, of course, make the investment in top-notch training from reliable sources. As we’ve seen, even simple cooling systems have now morphed into complex thermal management systems in order to harness as much energy

MAP thermostats are a very common way of controlling coolant flow and temperature – an important feature in engine thermal management.

from the fuel as possible, while still providing maximum comfort to the occupants. The EGR has made a comeback and multiple thermostats, some electronically controlled are now being used on a single engine setup. The future isn’t here yet but it’s coming at us fast and is going to create a challenge not only to the seasoned professional but to every aspiring technician who wants to get involved in the trade.

Jeff Taylor is lead tech at Eccles Auto Service in Dundas, Ont. You can reach him at jeff@ecclesautoservice.ca

www.autoserviceworld.com

Do you know the next

The search is on for an outstanding representative for our trade. Do you know someone deserving of this coveted award? This year the winner will receive: • A $7,000 classic red roll cabinet from Snap-on • A paid pass to Lindertech Technical Training in 2019 (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:

Award Sponsor:

Event Sponsor:

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

www.auto serviceworld.com/ awards

BAYWATCH BA AC leak detector

August 8 – 10, 2018 Georgia World Congress Center www.NACEAutomechanika.com

YOUR FUTURE. YOUR BUSINESS. YOUR TIME.

Robinair has introduced new air conditioning leak detectors that are compatible with nearly all refrigerants used today, including R1234-yf and R-134a. The leak detectors, LD3, LD5, and LD7 meet all industry standards and are now available in North America to help technicians find leaks faster. Each of the new detectors feature an audible alarm with a stable, long-life sensor that lasts up to 10 years. www.Robinair.com.

Gasket makers

DISCOVER

EXCITING SHOW FEATURES Find new technology in the Innovation Zone, Tool Alley, and Trucks Up Next!

EXPERIENCE HANDS-ON DEMOS Get trained from top exhibitors, I-CAR and General Motors!

CONNECT AT CO-LOCATED EVENTS Opening Night Party, Technology & Telematics Forum, Assured Performance’s 2018 Business Development Summit and more!

MARK YOUR CALENDARS! AUGUST 21-23, 2019 • ATLANTA, GA

Permatex says its new line of Optimum Gasket Makers take sealing performance and reliability to the nextlevel. Optimum Grey was developed to meet the demands of today’s high performance engines that generate high vibration and extreme heat. Optimum Black is designed for use on today’s lighter and more flexible engine components, which have been adopted by manufacturers to improve fuel economy. www.permatex.com

Emissions and chassis SKUs APC Automotive Technologies has released over 250 new SKUs across its AP Emissions and Centric Parts portfolios. Within the AP Emissions portfolio, there are 43 new direct fit and manifold catalytic converters, and 35 ANSA mufflers and exhaust pipes. Centric Parts has 91 new steering, suspension and chassis components, as well as hydraulics, brake parts and hubs/bearings. www.CentricParts.com

Diagnostic software

Stay Connected! @AutomechanikaUS @NACEAutomechanika

26 CARS

The latest European coverage in Snap-on Software Upgrade 18.2 offers significantly enhanced general repair, collision and safety systems coverage for Alfa Romeo, Audi, BMW, FIAT, Jaguar, Land Rover, Mercedes-Benz, Porsche, Volkswagen, and Volvo. Coverage highlights include 2017 model year updates, safety and advanced drivers assistance systems, and special functions for engine, body and instruments. www.diagnostics.snapon.com www.autoserviceworld.com

New beacon lights

Diagnostic software

Superior Signals, Inc. (SSI) has introduced the new 100 LED series to their extensive line of beacons. Shine bright with these lights that feature 11 built-in flash patterns, a Class II rating for industrial uses, and a one-year warranty. This new series has the same footprint as xenon style ML100 but include LEDs that allow for longer usage and lower current draw. The small footprint and higher voltage result in more application options for your vehicles. www.superiorsignals.com

OTC has announced the release of Bravo 3.1.1.9 Evolve and 3.1.1.10 Encore diagnostic software, the latest major update to its diagnostic tools. The updates include new features and expanded diagnostic capabilities and increased vehicle coverage. One key enhancement for the Encore includes an updated browser with Firefox for improved performance. For the Evolve, the DTC Scan and Automated System Test reports will now allow users to add images to their report. www.OTCTools.com

New strut numbers

CV axles

Tenneco has announced the availability of 14 new Monroe Quick-Strut part numbers, extending coverage of the companyâ€™s popular premium replacement strut assemblies to more than 3 million additional late-model passenger vehicles. With the latest expansion, Tenneco this year has introduced more than 150 Quick-Strut part numbers covering a combined total of approximately 16 million vehicles. www.monroe.com

TrakMotive has introduced 91 new CV axle numbers into the market. The new part numbers cover over 11 million vehicles in operation on North American roads. It brings the line count to 2,139 SKUs. Among the new part numbers are 43 for Japanese vehicles, 35 for Korean vhicles, and 13 for European makes. www.trakmotive.com

www.autoserviceworld.com

July / August 2018

ALL-NEW FAST ORANGE ® GREASE X LAUNDRY DETERGENT

BAYWATCH BA Tilt back tire changer Snap-on says its new Heavy-Duty Tilt Back Tire Changer is the most user-friendly and versatile model the company has ever produced, featuring a unique tower that tilts back to speed setup and accommodates 16” rim clearances. The EEWH331A features a Pneumatic Bead Assist arm and bead setting jets to mount low profile tires. A number of special accessories assist in removing and installing truck tires. It also protects against accidental rim damage. www.snapon.com

Fuel delivery products

Software enhancements Mitchell 1 says the latest release of its Manager SE auto repair shop management system includes enhancements that streamline user experience and help increase shop efficiency. In particular, version 7.3 of Manager SE updates several items in workflow processes to make it quicker and easier for shops to access repair order details. Mitchell 1 says its Manager SE shop management system helps mechanical shops streamline workflow from estimate to invoice. www.mitchell1.com

Carter Fuel Systems has released over 100 new products this year. The company has released 17 unique heavy duty, agricultural and marine OE fuel delivery products, and 12 new products for light vehicle applications, consisting of fuel pump assemblies, gasoline direct injection pumps and fuel pump tank seals. Carter also created 75 new part numbers to help streamline the current Carter Electric Fuel Pump segment. www.carterfuelsystems.com

10-Ton wheel lift

#25570

• ELIMINATES SHOP ODOURS AND LINGERING SMELLS • BUILT-IN PRE-TREATER FORMULATED TO TARGET AUTOMOTIVE STAINS • HELPS REPEL FUTURE STAINS • KEEPS WASHING MACHINES CLEAR OF RESIDUAL GREASE

28 CARS

Mahle Service Solutions has introduced the ShopPRO CWL-10, an innovative air operated midrise 10-ton commercial wheel lift providing shops with flexibility and quick access to major components on all types of vehicles. The wheel lift system takes all the guess work out of safely lifting any vehicle, while the positive pinning system provides safe and clear access under one end of the vehicle. The CWL-10 is ideally suited for shops with low ceiling heights. www.servicesolutions.mahle.com

Brake pads Akebono Brake Corporation has recently introduced eight new part numbers to its Pro-ACT, Performance, and EURO Ultra-Premium Ceramic Disc Brake Pad lines, expanding vehicle coverage by 2.1 million vehicles. The part introductions add coverage to 12 late model vehicles from GM, Honda, Hyundai, Kia and Mercedes-Benz. A complete listing of Akebono applications can be found in the company’s web catalogue. www.akebonobrakes.com www.autoserviceworld.com

THE CONTINUED FROM PAGE 30

ADVERTISER INDEX and lower oil pans. It also took longer because Basil had our student, Bongkozi do most of the work. After all, teaching was our reason for being there. Finally it was time to start the engine. “Hey, sounds better already,” I said. “Yebo!” agreed Bongkozi enthusiastically, and he and Basil jumped in for a test drive. “Runs great,” said Basil when they returned. “We’ll recheck the fluids and then park it outside.” But when we tried to restart the car hot, it would only crank. “That’s strange. It ran so well!” I shrugged. “Let’s push it outside for now and go at it again in the morning.” But the next morning, the engine fired up at first touch. “We’ve got P0340 again, which is a camshaft sensor code.” Basil pulled thoughtfully on his goatee. “I’m going to take a flier and propose that the cam sensor was damaged when the engine overheated with the blown head gasket.” His theory was confirmed when we unplugged the wiring connector and found oil leaking out of it. “Can we find a new one?” I nodded. “It’ll have to come from Dubai, but it’ll be here on Friday.” The new cam sensor solved the hard-start hot issue, but after driving it for a few days, the owner returned with the CEL on again. This time the code was P1110, the cam phaser control valve. We pulled the valve out and discovered bits of debris plugging up the screens. Once again we had our parts guy contact his buddies in Dubai and it wasn’t long before we had the new valve installed. The little SUV now ran like a gazelle. “Amazing,” remarked Basil, wiping his hands on a piece of old rag. “What we diagnosed as a timing issue was in fact three different timing issues. How often does that happen?” “Yeah. And speaking of 3 in 1, you’re about to experience your first AET.” Basil looked apprehensive. “AET? Please, do clarify.” I grinned. “African Experience Triad. First you’ve survived the insanely long travel experience just to get here. Secondly, you’ve worked on vehicles that we’ve never seen in North America. Thirdly, we’ve been invited to Bongkozi’s hut for supper tonight.” He closed his eyes and sighed. “I’m afraid to ask.” I shrugged. “The usual. Pap, stewed goat intestines, and emasi, which is raw cow’s milk that’s been left to ferment in the sun for two days.” Basil shuddered. “Sorry, three’s a crowd. You and Bongkozi have fun; I’m staying home!” Rick Cogbill is a freelance writer and former repair shop owner, based in Summerland, B.C. You can read more Car Side adventures in his book A Fine Day for a Drive. Go to www.thecarside.com.

www.autoserviceworld.com

AIA Canada ............................................ 18 www.aiacanada.com/hr-toolkit/

Automechanika ...................................... 26 www.NACEAutomechanika.com/ads10

BlueLake .................................................. 9 www.biocleans.ca

Canadian Technician of the Year.............. 25 www.autoserviceworld.com/awards

Chevron ................................................. 21 www.canada.havoline.com/en-CA/pit-pack.html

Federal-Mogul – Fel-Pro ............................. 4 www.FelPro.com

Ford ......................................................... 7 www.ford.ca/wholesale

ITW Permatex ........................................ 28 www.permatex.com

Liqui Moly .............................................. 20 www.liqui-moly.us

Mann+Hummel – WIX ............................. 31 www.wixfilters.com

NAPA ..................................................... 10 www.napaautopro.com

OEM Repair .............................................. 3 www.OEMRepairInfo.ca

Philips Automotive Lighting..................... 11 www.philips.ca

ProMax Auto Parts Depot ......................... 8 www.autopartsdepot.ca

Snap-on .................................................... 2 www.snaponfranchise.ca

Tenneco – Walker Emissions Control ....... 15 www.walkerexhaust.com

VL Communications ................................ 24 www.vlcom.com

WORLDPAC – Textar ............................... 27 www.textar-worldpac.com

WORLDPAC ............................................ 32 www.worldpac.ca/sd20

July / August 2018

FICTION

JOHN FRASER

THE

Three for the price of one Even halfway around the world, challenges and solutions seem to come in sets of three! By Rick Cogbill I rubbed my eyes as the movie ended. It was my third time through the media selection – there were only five free ones offered. But there isn’t much else to do when you’re on a long-haul flight to Africa. Unbuckling my seatbelt, I went in search of Basil. I found him snoring in 36C. Clearly this wasn’t fair. “Hey, I’m awake.” I sank into the empty seat across the aisle. “Want some pretzels? I’ve got an in with the stewardess.” “Thanks, but so do I.” He yawned and pointed to a small empty French wine bottle on his tray. He squirmed in the narrow seat. “I can’t believe this airline. I hope it was a hot deal.” “Uh, yeah; a three-for-one offer.” Basil looked at me. “Okay. There’s you and me; who’s the third ticket for?” I shrugged. “I get a cheap flight to Nunavut in February.” He shook his head. “That’s not a deal; that’s being taken for a sleigh ride.” The reason we were on a plane was because I volunteer once a year to teach mechanics in developing countries. This year I’d talked Basil into joining me. He stretched and sat up. “Since I’m awake, tell me about this Nissan we’re supposed to look at.” I opened a packet of tasteless biscuits. “It’s a 2001 X-trail with a 2.0L 4-cylinder engine. The missionary says it blew a head gasket, so he figured he’d replace it himself. The gasket job went okay, but now it lacks power. And sometimes it won’t start hot.” Basil grunted. “Do we have any repair information to

30 CARS

work with?” “Not really. He found some sketchy stuff on the internet for a 2005 model, but that’s about it. The dealers in South Africa won’t sell you shop manuals at any price.” “What, there’s no right-to-repair act in Africa?” “Nope. We’ll have to wing it.” I returned to my seat and managed to grab a few winks before landing in South Africa. We were exhausted when we finally pulled into the mission base where we would spend the next month training the local staff. We fell asleep to the buzzing of African nightlife outside our windows. From the sounds of some of the insects, I was glad we had screens. “Interesting scan tool,” remarked Basil the next morning. He studied the name plate. “LAUNCH. Never used it, but apparently it has world-wide OBDII. There are models in here that even I in my vast experience have not heard of.” “Cool. What do we have for codes?” “Hmm… P0340 and P1110, for starters, which are cam sensor and timing control codes. I’d venture a guess that our DYIer missionary has some timing issues.” He looked at me over his reading glasses. “That would coincide with the results of our test drive. This car definitely lacks power.” “Yeah, but what about the hot no-start?” Basil shrugged. “Let’s take it one step at a time.” Our guess that the owner had misaligned the timing chain on reassembly was right; each camshaft was off a tooth in opposite directions. Retiming the engine took a while, as it involved removing two timing chain covers, and both upper CONTINUED ON PAGE 29

www.autoserviceworld.com

E YO

T AR WHA

G FO

HIN REAC

’L ? WE T X E N

HERE

UT ET YO

r s te e ver e , n s r l l a s’ c s wi i l te r u s to m e r v e r s . F X c -o WI your — lve, o do o so tion for s a n d n ey drive t g c h in n t e y r t r r u t o r ve et re a te p n o r er, howe you’ lem the ultim n t w i t h riv b d o r y e r p ver fe r uipm teve e of nd e Wha rong. W r o a d e q ehicle a s. om s w ry v offcce ers.c you ixﬁlt a n d t for eve ad to su w s k duc truc h e ro a pro on t With eep you lk we’l

The First to Market OE eCatalog from

20th ANNIVERSARY AN

NIVERSARY

speed

Use speedDIAL ® anytime, anywhere, for wholesale access to OE and quality aftermarket import and domestic automotive replacement parts.

• Over 40 Import and Domestic Car Lines • Multiple Same-Day Delivery and ngg Options O io Overnight Shipping • OE-Style Exploded Diagrams • Fully Optimized forr Tablets • Vast Selection of More M than 900,000 Parts rtts • 24/24 Standard Parts Warranty • VIN Scanner

Celebrating 20 years of supplying quality brands our customers know and trust.

The Cooling Exper ts

worldpac.com/sd20 | worldpac.ca/sd20