SPECIAL REPORT
All TIRED out How used-tire programs across the country are changing
What’s so scary about supplemental restraint systems? Getting your message out Ideas for great web sites OCTOBER 2018
Canada Post Publications Mail Agreement No. 40063170
IT’S ABOUT TIME
Celebrating women in the aftermarket
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OCTOBER 2018 | VOL. 4 NO. 8
CANADIAN AUTO REPAIR & SERVICE MAGAZINE
FEATURES
17
Special Report: Women in the aftermarket
Recent conferences have celebrated the contributions women make in the automotive industry… but challenges still exist, and barriers still need to be removed. We examine the issues in a special supplement appearing in CARS magazine and Jobber News.
Management: Social media
25
We look at some new and creative web ideas that will help you communicate your story to potential customers.
17
Industry: Tire Recycling
26 COLUMNS Service Notes
5
Making an aftermarket career more appealing to all.
It’s Your Turn
13
Straight talk on the latest Right-to-Repair controversy.
Management Insights
15
Five ways to create a culture of accountability.
26
www.autoserviceworld.com
The Car Side
38
A new face and new adventures in Slumberland.
Tire stewardship programs around the country have been going through some changes lately. Here’s an update on how to get rid of scrap tires.
28
Talking Tech: SRS
Finely tuned sensors… explosive components… sensitive electronics… Supplemental Restraint System diagnostics can be a little intimidating, but it doesn’t need to be.
DEPARTMENTS Letters................................................................... 7 Eye Spy ................................................................. 7 In the News ........................................................... 9 By the Numbers ................................................. 12 Product Feature: Lighting ................................. 32 Baywatch ............................................................ 33 Advertiser Index ................................................ 37
October 2018
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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, Tim Pawsey, 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.
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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 – Publications at 5353 Dundas Street West, Suite 400 Customer Number: 4006214 Publication Mail Agreement #40063170 Print edition ISSN 2368-9129 On-line edition ISSN 2368-9137
Transforming the pipeline There is a place for everyone who wants a career in the automotive aftermarket – whether they’re a man or a woman. By Allan Janssen In her first week at a new job, a young apprentice learns that the workplace is not intrinsically fair, and that she’s going to have to fight for everything she hopes to accomplish there. The boys take their turn with the power drill. She is asked to hand-tighten the nuts and then stand back and watch as someone else finishes the job. True story. It is the subtle insult of low expectations, and it happens all the time. We work in a male-dominated industry. That’s beyond dispute. But we don’t have to work in a male-domineering industry. That much is still within our control. This month in both CARS magazine and Jobber News, we’re taking a look at what it means to be a woman in the Canadian automotive aftermarket. That does not mean expressing wonder at the very notion that some women have the inclination or the ability to join us in our workplaces. That’s not the story – as I was told when I first started as a writer in this industry. My early mentor, Rolf Lockwood, always insisted that ‘gee-whiz’ stories about female technicians are not only insulting to their subjects, but they miss the larger point, and serve as classic examples of status-quo thinking. The real story is not that women are among us. The real story is that they have faced an uphill battle for respect and advancement. And, while things are lately turning in their favour, they continue to face challenges related to subtle and not-so-subtle sexism. As the father of daughters, I bristle at the notion – still said, believe it or not – that women are not suited to the job
of fixing cars or selling parts. That’s just crazy talk. We live in a more enlightened era than we used to, and those outdated notions have no place in our world. But here’s the tricky part. We have to acknowledge that we may never achieve an equality of outcomes when it comes to working with women in the automotive industry. We may never have 50% women working on cars in the repair and service bays, or 50% women selling hard parts at jobber counters. That may not be in the cards for us… not because of a combination of male and female limitations, but because that’s what the labour pipeline is giving us. We all have the freedom to choose our own destinies. Fewer women may choose to work with cars and engines. Other industries may appeal to them more. Vive la différence, as they used to say. We deal with what the pipeline gives us, but we can certainly try to make the pathways into our trade as inviting, fair, and as welcoming as possible to anyone who wants to enter. That has been the predominant message at recent conferences organized by the Automotive Industries Association of Canada to promote, support, and celebrate the contributions of women in the aftermarket. These events have been enormously popular and successful, and they serve a real purpose. While strides are being made toward inclusiveness and fairness in our industry, there is still a ways to go. And it starts with transforming the pipeline. Have a comment or question? Drop me a line at allan@newcom.ca.
October 2018
5
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LETTERS Society changes will spur changes in our industry
Talking to ‘YouTube customers’ takes a deft hand
Bob Greenwood’s video about change really hit the nail on the head (“How will shops change in the next five years?” www.autoserviceworld.com). Change is coming, whether shops are open to change or not. Vehicles are changing, materials are changing, and people are changing. Our skill sets will have to evolve to keep up with customer expectations. We operate several shops and we recognize the need to change. Manpower is a problem now and it will continue to be in the future. My guess is a newly trained tech would rather work in a clean, well-equipped shop that is ready and willing to embrace change than one that isn’t. As an industry, we must change to attract new employees who are looking for a career and not just a job.
I enjoyed Chelsea Hattum’s “It’s Your Turn” column in the June 2018 issue of CARS magazine (“But I saw it on YouTube!”). It is clear that more and more people are looking to the Internet for advice. The key here is not to offend your customer by questioning the wisdom of investigating their problem on the Internet. If you take the time to sell yourself, the quality of work, and your warranty, you have the perfect opportunity of making a very loyal customer. By providing professional advice and spending time with customers, you stand to win. If you prejudge the customer you stand to lose them and possibly get a negative review. Millennial customers are different but you can educate them to become a loyal customer, if you handle it properly.
Vern Goldsbury Midas Auto Service Experts Nanaimo, B.C.
Bob Ward The Auto Guys St. Thomas, Ont.
Hole-y tires! Richard Robinson, service advisor at Tirecraft Atlanta in Dartmouth, N.S., said this customer was a little late coming for a set of tires. “When we discounted his old tires, we noticed that all four of them were full of plugs,” he writes. “Not just one or two, but more than 20 per tire!” Robinson explained how dangerous it is to keep plugging holes. The customers response? “It was cheaper than buying new tires.” Have an interesting picture to share? Send a high-resolution image to allan@ newcom.ca
www.autoserviceworld.com
Apprentices are having a hard time getting the hours they need It’s no wonder apprentices are getting discouraged (“Apprentices down, StatsCan reports,” August 2018). Employers simply don’t hire enough apprentices these days. All they’re ever looking for is journeymen. Every recruiter that calls me says, “We looked at your resume and want to talk about some prospective jobs.” But then they say, “Before we go any further, do you have your ticket?” I can’t help but wonder if they read my resume at all. It clearly states that I’m a thirdyear apprentice. Employers all seem to have their own reasons for not wanting to hire an apprentice. But I can’t understand what the drawback is. It’s cheaper for them and they get grant money for signing one up. The benefit to the apprentice is that they get the hours they need. What’s wrong with that exactly? In times soon to come, when all the journeymen retire, we’ll be left with an unskilled workforce because willing apprentices just couldn’t get their hours. William Furlong Chatham, Ont.
A lot of people put the blame for shrinking apprenticeship numbers on high school guidance counsellors and parents who are still not promoting trades to young people. There have been tremendous efforts to change attitudes in recent years but the message is taking a long time to sink in. Too many students are blindly funneled to white collar careers and post-secondary academics, without a thought to our growing needs in the skilled trades. —Allan October 2018
7
NEWS
Tire dealers seek clarity on TPMS The Tire Dealers Association of Canada wants to know if sensors are required yearround on cars that are equipped with TPMS. By Allan Janssen Tire dealers across Canada want government to finally settle the question of whether sensors for tire-pressure monitoring systems (TPMS) are required in winter tires. They say a significant number of consumers whose vehicles are equipped with TPMS routinely refuse the added cost of having sensors installed in their winter tires. That leaves tire shops in an awkward position because it’s unclear whether they’re legally allowed to hobble the TPMS during winter months. “Legislation from the federal government says if a vehicle comes in the shop with working TPMS, it must leave with working TPMS. But that does not include winter wheels and winter changeovers,” says Ray Galeta, a member of the Tire Dealers Association of Canada (TDAC) board of directors. “That’s where the issue lies.” Meeting in Toronto for the association’s national trade show and conference, the board members agreed it’s time to get the matter resolved once and for all. They’ve referred the issue to a working committee that will poll regional tire associations and tire shops, develop an industry policy, and then take it to the federal and provincial governments. “Part of the challenge here is knowing who to talk to on this,” said TDAC executive director Bob Bignell. “In the past, Transport Canada has passed the buck to the provinces, and provincial authorities have sidestepped the question entirely. But we need some clarity here.” www.autoserviceworld.com
Board members of the Tire Dealers Association of Canada debate what a national policy on TPMS might look like.
Galeta, who is also the executive director of the Western Canada Tire Dealers Association, said the major aftermarket chains in the west have taken a stance against letting cars leave without working TPMS. “All the larger organizations are saying that if the vehicle comes in with working TPMS, it has to leave with working TPMS,” he said. “That’s their position and they stick to it fairly stringently. They’ll turn customers away if they have to.” Frank Connor, a TDAC board member and the president of the Atlantic Tire Dealers Association said governments shouldn’t leave the decision to consumers or to tire shops. “If the federal government had just considered this matter when it
originally passed the legislation (on TPMS use in Canada), we wouldn’t be having this discussion,” he said. The big concern, of course, is liability. Talk has swirled around the industry for years about tire shops that have been sued by consumers who refused the installation of TPMS in their winter tires but whose vehicles were subsequently damaged in accidents. At least one such case, in which an automotive service provider was sued for $6.5 million, was settled out of court for an undisclosed amount. “We just don’t know the legalities of the situation,” said Bignell. “Writing a customer’s refusal on the invoice is not really protection for tire shops. So we need real clarity on the issue.” TDAC president Richard Bender agreed, saying, “This is the number one point of confusion we’re having right now, because there’s no law to guide us on this. It would be so much easier if the federal government said if the car comes into your shop with working TPMS, it must leave with working TPMS – winter and summer. End of story. That’s one sentence, and it would be all we need.” October 2018
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NEWS
Dealerships are winning the battle for repair dollars: J.D. Power survey Independent aftermarket shops are getting more vehicle service occasions in Canada, but dealerships are capturing a bigger share of the spend, according to an annual survey by J.D. Power. According to the Canada Customer Service Index Long-Term Study, non-dealer service facilities won 53.4% of service occasions. But dealership service facilities captured 53% of the total dollars spent on vehicle service over the past 12 months. Spending at aftermarket shops has grown to an average of $223 per visit from $204 in 2017, while spending at dealerships has declined to $291 per visit, on average, from $303 in 2017. The service market among 4-12-yearold vehicles in Canada is worth nearly
$10 billion annually. The study, which measures repair service satisfaction levels of original vehicle owners in Canada whose vehicles are 4-12 years old, also finds that younger vehicle owners (Gen X, Y and Z) are more likely to service their vehicles at non-dealer facilities, compared with Boomers and Pre-Boomers. “The service and repair market among this lucrative set of vehicle owners in Canada remains highly competitive,” says J.D. Ney, automotive industry practice leader at J.D. Power Canada. “With the vast majority of these vehicles being out of warranty, customers are rethinking their brand loyalties and exploring their options.” Prior experience plays a critical role
in customer retention and is cited by half of vehicle owners as one of the leading reasons for choosing a service facility (52% of those who chose a dealership and 50% of those who chose an aftermarket shop).
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10 CARS
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Alberta tech named Canada’s best by Aftermarket Auto Parts Alliance Richard Kloiber of Tools in Motion Auto Service in Airdrie, Alta. was one of four big winners in the annual technician competition organized by the Aftermarket Auto Parts Alliance. He was named the Auto Value Technician of the Year for Canada at a fun-filled weekend at the Bob Bondurant School of High Performance Driving in Phoenix, Ariz. Andrew Langello of Treasure Coast Automotive in Florida was the Auto Value Technician of the Year for the U.S. Michael Creighton of Creighton’s Auto Repair in Pennsylvania was the Bumper to Bumper (U.S.) Technician of the Year. And Miguel Solis of Mayasa in Jalisco, Mexico was the Auto Value Technician of the Year for Mexico. All 15 Auto Value and Bumper to Bumper finalists were brought in for the last stage of the competition and two “full-throttle days of racing.”
AIA VP to head the Canadian Apprenticeship Forum After four years with the Automotive Industries Association of Canada, France Daviault is leaving to head up the Canadian Apprenticeship Forum (CAF). The association’s former vice president was scheduled to start France Daviault as CAF’s new executive director at the beginning of this month, replacing the outgoing CAF executive director Sarah Watts-Rynard, who spent eight years with the organization. The Canadian Apprenticeship Forum is a national, non-profit organization promoting apprenticeship as an effective model for training and education. www.autoserviceworld.com
Garneau gives stamp of approval to report on new vehicle technology Transport Minister Marc Garneau has agreed with the recommendations of a Senate committee on automated and connected vehicles (AV/CVs), saying the federal government has a key role to play in regulating new technology. The Standing Senate Committee on Transport and Communications heard from 78 witnesses, including executives from the Automotive Industries Association of Canada (AIA). The resultant report, entitled “Driving Change: Technology and the Future of the Automated Vehicle,” makes 16 recommendations – all of which Garneau said the government supports. “AV/CVs present Canada with significant opportunities for innovation, job creation, investment attraction and growth,” Garneau wrote in his response.
“They also bring new challenges, including those related to safety, personal information privacy, cyber security, ethics, liability, infrastructure, and labour market impacts.”
AARO elects new board of directors The Automotive Aftermarket Retailers of Ontario (AARO) has welcomed three new members to its board of directors. Darryl Croft of OK Tire and Auto Services in Etobicoke, Mark Lemay of Auto Aide Technical Services in Barrie, and Jamal Mumin of J-Pro Auto Services in North York were voted to the board at the AARO annual general meeting last week. Rudy Graf of Graf Auto Centre in North York, was re-elected to another one-year-term as the association’s president. And James Shields of Tommy’s Motors Limited in London was elected vice-president.
Automotive lighting
1 new, 1 old headlight
Save their date night from a burned out headlight. If one headlight dies, the other one is probably ready to go. When replacing your customer’s headlights, suggest that they change bulbs in pairs for maximum driving safety.
2 new headlights
www.philips.com/chips
October 2018
11
News
By the NUMBERS Stats that put the North American automotive aftermarket into perspective.
50%
Percentage of customers who choose a premium oil filter when they do their own shopping (demonstrating their willingness to pay for quality). Fram Group
18%
Average increase in a company’s sales, attributable to positive comments from customers. Kukui
84%
Percentage of a service facility’s most satisfied customers who consistently say they will definitely recommend the shop to others. 2018 J.D. Power Canada Customer Service Index Long-Term Study
77%
Percentage of fuel and maintenance dollars the average Canadian household stands to save by driving electric vehicles. 2 Degrees Institute
90%
Industry experts agree that while half of new vehicles will be electrified by 2025, at least 90% of vehicles in operation will be equipped with internalcombustion engines for decades to come.
70%
Percentage of vehicles on North America roads that have at least one low tire. Nearly half (44%) of all drivers say they don’t check their own tire pressure. Tire & Rubbers Association of Canada
$8,539.50 Amount the average Canadian owes in non-mortgage consumer debt.
Wards Auto
Ipsos Global News
18,252
Number of new-car dealerships in the U.S.
Urban Science, mid-year Automotive Franchise Activity Report
12 CARS
3,300
Number of new car and truck dealerships in Canada. Dealerships employ 150,000 people nationwide. Canadian Automotive Dealers Association
US$9.9 BILLION
Expected global sales of automotive lifts by the end of 2026. That would represent a compounded annual growth rate of 4.1% since 2017. Automotive Lifts Market report by Fact.MR
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
OE information for all Rumours of the death of CASIS are greatly exaggerated! By John Norris More than a year ago, CARS magazine ran an editorial about the Right-toRepair battle. It was called, appropriately enough, “The Battle’s Already Won” and it carried the assertion that CASIS (the Canadian Automotive Service Information Standard) works. I would agree with that assessment, and recent facts bear it out. So far this year, the CASIS task force has received only eight Service Information Requests (SIRs) from technicians across Canada. These requests for missing OE information can be made through a number of sources including on every car page on www. OEMrepairinfo.ca. And of the eight we received, only five were legitimate. For the 18 months prior to January 2018, we received absolutely zero inquiries, requests, or complaints. This low number of SIRs, not just in Canada, but throughout North America, is neither uncommon nor surprising given the amount of cooperation that now exists between carmakers and the automotive aftermarket. Our U.S. partner, the National Automotive Service Task Force (NASTF), received just six inquiries in the month of August. There were three inquiries in July, none in June, and only one in May. In fact, NASTF recently reported that the count is so low that its SIR investigation committee is being merged with one that deals with tools and equipment. Since 2010, the CASIS agreement has ensured that all of the OEM service and repair information, equipment, and training that is available to authorized new car dealers in Canada is shared with the aftermarket at a reasonable price. Canadian auto repair shops have www.autoserviceworld.com
access to all of the service and repair information for 99.99% of vehicles in Canada, 94% of all collision data, and over 80% of all security data. For obvious reasons, that last category of information is available only to approved Vehicle Security Professionals (VSPs). We have repair information from vehicle manufacturers large (Ford, Toyota, GM, and Honda) and small (Bugatti, Bentley Lamborghini, Sprinter, Crossfire, and Alfa Romeo). We also have everything you need to know about most trucks up to Class 8. The point is that aftermarket access to OE repair information has truly been achieved in North America. And we’re keeping a close eye on new automotive technology to make sure aftermarket shops continue to thrive in the repair and service game. Any suggestion that independents are being locked out is simply uninformed. The Automotive Industries Association of Canada, a signatory to CASIS, launched a survey last year to determine if the agreement was working as it should. After surveying
over 1,000 shops, it came to the conclusion that CASIS is under-utilized and not well understood. We have sought to address the lack of awareness at the shop level of the resources that are available to them. Invariably, when shops go to www. OEMrepairinfo.ca, they find out how valuable the site is to them. And when complaints about OE sites or the lack of OE repair information arise, they’re handled very quickly – sometimes in a matter of minutes. The goal of CASIS has not changed. We will continue to ensure that all OE service and repair information, programming protocols, collision information, equipment, and tools are available to any tech in Canada. Please feel free to call CASIS anytime at 1-866-309-4272. John Norris is the chairman of the Canadian Automotive Service Information Standard (CASIS) Executive Committee. You can reach him at johnnorris@ciia.com.
October 2018
13
MANAGEMENT INSIGHTS
Operating in the
‘NEW NORMAL’ Five ways to create a culture of accountability in the modern age.
“T
his new generation of millennials is driving me up the wall! If it’s a Friday or a Monday, you can bet that someone won’t show up for By Richard Dansereau their shift. I guess that’s the world we’re living in now!” I hear this time and time again from shop owners in our industry. We can complain all we want, but this is indeed the world we’re living in now. Like it or not, there will probably always be a “millennial” in your life from now on. If you’re a baby boomer, it can be frustrating trying to understand how these sneaker-wearing, snap-chatters operate. But you’d better adapt to them, because they are clearly not going to conform to our ideas of how the business world should function. Years ago, performance issues were handled differently than they are now. There was a different style of parenting and schooling, based on the notion of individual accountability. Our Internet world has changed how people live and think. Many of us can no longer imagine researching a topic without Google, or keeping track of a hundred different things on a daily basis without a smart phone. New devices and technologies have radically changed not only our work environments, but how we operate within them. And as we get closer to the next century, successive generations will have even more radical approaches to life and work. They’ll expect things to become steadily easier. Now, we can choose to look at all this in a negative light. We can rebel against the “New Normal.” Or we can work within the prevailing culture to find new and innovative ways of attracting and retaining great people. Society may change but great leaders will always attract great people. In past articles, I’ve talked about basic management principles, such as measuring your progress, implementing CONTINUED
www.autoserviceworld.com
October 2018
15
MANAGEMENT INSIGHTS systems and processes, and mentoring your staff in engaging ways. The final piece of the puzzle is to institute a culture of basic accountability. Let me give you five tips on how to make this happen:
Set expectations It is the responsibility of shop owners and managers to set proper expectations for their staff. Do you have a job outline? Is it well understood? Did everyone agree to it? Did everyone get the proper training to meet their objectives? Modern training doesn’t only include making people watch a video or read a manual. A shop owner needs to be an “Idea Salesperson,” making sure everyone catches the vision. If your staff doesn’t buy into what you’re selling, the most you can expect is that they’ll do what you ask of them. They’ll probably do it inconsistently and grudgingly. They’ll never really ‘get’ it. This is the root of accountability problems.
Lead by example Years ago, when Westjet was just starting to become a real Canadian success story, I found myself on a flight to Calgary sitting beside the CEO at the time, Sean Durfy. We chatted about business for most of the trip and he gave me great insight into some of the systems that made WestJet such a phenomenon. What was even more enlightening, though, was what happened when we landed. I knew he’d been bound for Calgary, yet he remained on the plane as everyone else got up to leave. “It’s late, aren’t you anxious to get home?” I asked. “I sure am,” he said. “I just have to hang around for a bit.” When I got to the door, I looked back to see that he had put on some gloves and was cleaning the plane with the flight attendants. I stayed for a few minutes and noticed that the pilots also came back and helped out. I learned that this was a policy that
16 CARS
the executive team had developed in an effort to show that everyone is a contributing part of the company. Sean Durfy, CEO or not, was no different from any other employee. That was true leadership by example. What examples are you setting in your business? Don’t expect your staff to change, unless you’re prepared to show them how.
Evaluate commitment There’s a new way of doing a performance review. It starts by asking the employee open-ended questions rather than launching into an assessment of their work. You might ask: • “If you were king of this business for a day, what would you change immediately?” • “If you were to rate the best employee besides yourself, whom would you choose and why?” • “Can you rate the biggest issues facing our company on a scale of 1-10?” You might ask them to fill out some answers ahead of time so you can review them before the meeting. That gives you time to formulate a response and some follow-up questions that will lead to a positive discussion. Just remember, if you’re doing all the talking, what are you really learning about your employee or about your business? This is a good time to evaluate if your expectations were clear from the start.
Celebrate victories Have consistent meetings daily, weekly, and monthly, making time to celebrate great performance based on the expectations you set out for your team. Don’t dwell on poor performance. Those problems will solve themselves if your staff member is truly engaged.
Create consequences Let’s face it, there’s not a shop owner out there who hasn’t felt like they’re being held ransom by an employee. Create a “three-strike” system and follow through with consequences each
time. If an employee gets a third strike, follow through with the ultimate consequence – even if it costs you some severance pay. There’s nothing worse than ignoring bad behaviour, or resorting to humiliating an employee in the hopes that they’ll quit, just to save some severance costs. That will have a long-lasting damaging effect on your shop as word gets around. Don’t forget everyone is on social media these days. They’ll communicate how they’ve been treated to the rest of the industry as they move from place to place. It could make a mockery of your business and your management style. Be professional and leave emotion out of your business decisions. If you’re consistent, your staff members will respect you. As I continue to coach both service advisors and shop owners, it’s clear that there’s often a disconnect between the owner and the staff members. The owner thinks an employee is well trained on a process or idea. But when you talk to the employees you find that the owner never really communicated the reason for the policy. The expectations are simply not clear. As employees resist the policy (or, as the owner might describe it, keep “screwing up”) conversations have to be repeated over and over. Inevitably, they get more intense and heated. This is not efficient management. Remember, great leaders attract great people. Take the attitude that “the only thing that needs to change here is me.” Once the staff see a change in you, they will follow suit, be re-engaged, and you’ll be on your way to having the successful business you always wanted.
Richard Dansereau is the principal at On-Track Business Solutions Inc. He’s also a coach with ShopPros. You can reach him at richard.dansereau@shoppros.ca.
www.autoserviceworld.com
IN THE AFTERMARKET
How women are breaking through the glass ceiling
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EDITORIAL
FULL SPEED AHEAD! In an industry where women are the primary customer, women need to take a more active and critical role.
W In the name of fairness and forward thinking, we need to become even more “women friendly.”
Nathalie Savaria is the editor of L’Automobile magazine, part of the Newcom Automotive Group. She is based in Montreal, QC.
e tend not to shout it from the rooftops, but women have played a very important role in the history of the automobile. At the end of the 19th century, for example, it was Bertha Benz that helped her husband Karl finance the construction of his first car. And it was she who came up with the idea for the very first brake pads. It was another woman, Mary Anderson, who invented the wiper early in the twentieth century. And yet another woman, Charlotte Bridgwood, patented the first electric wiper in 1917. In fact, women have held senior positions in the automotive industry for some years, but we’ve had to wait until this decade to see some of them – like Annette Winkler, CEO of Smart since 2010; Mary Barra, CEO of General Motors since 2013; and Linda Jackson, CEO of Citroën since 2014 – reach the highest peaks. We can revel in those successes, and enjoy the fact that the glass ceiling has begun to crack. But that is not to say women no longer face struggles climbing the corporate ladder in the automotive industry, or rising to positions of influence in the aftermarket. Women’s progress toward the corridors of power is still painfully slow, and gender parity is not yet in place. The irony, of course, is that we have much to offer in an industry where the primary buyer of its goods (automobiles) and services (automotive repair) has been shown to be women. That’s why it is such good news to hear that the Automotive Industries Association of Canada, after 75 years, has finally elected a woman to sit on its executive board. In a couple of years, after going from second vice-chairwoman to vice-chairwoman, Susan Hitchon will lead the association’s board of directors as chairwoman. This will be a remarkable event indeed, marking the arrival at long last of a woman at the helm of the aftermarket’s leading association. Women are enjoying some momentum in recent years, following the successful launch of an annual Women’s Leadership Conference. This year’s conference was especially notable, as AIA Canada partnered with the U.S.-based Women in Auto Care Association to draw more than 200 attendees for networking and learning opportunities. Next year’s conference will expand the concept even further, bringing women together from Canada, the United States, and Mexico. It will be a North American celebration of women in the aftermarket… and it’s long overdue! In the name of fairness and forward thinking, we need to become even more “women friendly.” As identified in AIA’s recent Advancement of Women in the Automotive Aftermarket (AWAKE) report, we need more inclusive corporate cultures, increased public awareness of career opportunities for women, greater government support for women in skilled trades. Let’s work toward these very achievable goals. In the meantime, let me add my thanks to the women of the aftermarket who keep Canada’s fleet of vehicles maintained. Your work is vital to our society and our economy. And as far as the promotion and celebration of women leaders goes, let me just say, full speed ahead!
CARS / OCTOBER 2018 |www.autoserviceworld.com
19
SMALL CRACKS IN CANADA’S AFTERMARKET GLASS CEILING
W
hen many women in the corporate world – including the automotive sector – look up, they see a glass ceiling. The term, first coined in the 1980s, refers to individuals, primarily women and minorities, who are systemically denied access to the upper echelons of business. While much has changed since the term “glass ceiling” became part of the lexicon, much has remained the same. What is different is the recognition and acceptance that the lack of women in senior positions is a problem on sev-
20
eral fronts. It’s widely acknowledged that even if inadvertent, the struggle women have to advance – a significantly more difficult career climb than what is faced by most men – is discriminatory and disreputable. Numerous Twitter campaigns, including #NoCeilings, are now actively fighting for a new and fairer path for women in business. What has not changed, to the extent desired at least, is the need to remodel the corporate landscape and remove the glass ceilings altogether. Such an overhaul is needed in the automotive sector and its
BY DONALEE MOULTON
There has been progress, but women still make up a SMALL portion of the industry’s workforce
aftermarket field specifically. “Although we have come a long way, it is still a challenge for women to enter this male-dominated industry. Today you will see more women working in the automotive aftermarket, but it is still difficult for them to reach the executive level,” says Linda Donnini, vice president of national business solutions with Uni-Select Canada in Boucherville, Que. The numbers speak for themselves, noted Josie Candito, co-owner of Master Mechanic High Park in Toronto. “The automotive industry is still heav-
www.autoserviceworld.com | CARS / OCTOBER 2018
ALL-NEW FAST ORANGE ® GREASE X LAUNDRY DETERGENT Although we have come a long way, it is still a challenge for women to enter this maledominated industry.” ily male skewed. Women make up 48 per cent of the workforce in Canada, but only account for 28 per cent of the jobs in the manufacturing sector,” she said. “When it comes to skilled trades like automotive repair, women make up only 4.5 per cent of workers.” Moving up the ladder is demonstrably harder for women. A report released in 2011 by the Conference Board of Canada found that between 1987 and 2009, the proportion of women in senior management remained relatively constant. Men were still more than twice as likely to hold a senior executive position. In 2009, women made up almost 48 per cent of the Canadian labour force, but only 0.32 per cent held senior management positions. This compared to 0.64 per cent of all employed men. That same year, the 2011 Catalyst Census: Financial Post 500 Women Board Directors documented that only 14.5 per cent of board seats in corporate Canada were held by women – an increase of less than one per cent since 2009. About 40 per cent of those companies at the time had no women on their boards at all, and more than 46 per cent of FP500 public companies had no women directors whatso-
ever. Earlier this year, Fortune magazine released the list of the 12 Fortune 500 companies that still have all-male boards. This included an automotive company in the retail sector. According to Catalyst, only 16 women (8 per cent) were executives in the top 20 vehicle and parts companies in the Fortune Global 500, a small improvement from 2014 when there were 14 women. Over half of the top 20 companies in the industry have zero women on their executive teams. In Canada, women accounted for 23.5 per cent of employees at automobile dealerships in 2016, 19.9 per cent in motor vehicle manufacturing, and 13.7 per cent in automotive repair and maintenance. At an individual level, the reality of being female in a male-dominated industry is stressful and demanding. “Along with many women, I have had to ‘prove’ myself – that I knew what I was talking about – without giving up who I was nor try to ‘fit in’ as a man,” Donnini said. “I persevered, did not let roadblocks stop me. I learned all there was to know about the aftermarket, listened to my colleagues, and simply worked hard.” That philosophy – and enhanced aware-
CARS / OCTOBER 2018 |www.autoserviceworld.com
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Politically incorrect When it comes to skilled trades like automotive repair, women make up only 4.5 per cent of workers.”
The Canadian Women’s Foundation, a national charity headquartered in Toronto dedicated to eliminating gender inequality, says there is an urgent need to support women in leadership. • Although Canada’s federal cabinet is now evenly split
HERE’S WHY
››
between men and women, only 27 per cent of the seats in the House of Commons belong to women. • Women comprise only 19.5 per cent of the board members for Canada’s top 500 companies.
Josie Candito, Master Mechanic High Park
• Just 8.5 per cent of the highest-paid positions in Canada’s top 100 listed companies are held by women.
ness – is paying off for many women in the industry and. This summer GM appointed 39-year-old Dhivya Suryadevara as its vice president of corporate finance. The appointment marks the first time in the car company’s 110-year history that there has been a female CFO. She joins CEO Mary Barra, making GM one of only two Fortune 500 companies that have both a
MAKING
female CEO and CFO. Karole Lauzier, vice president of VL Communications in Montreal, is seeing on-the-ground changes firsthand. “A decade ago, I remember being the only woman in an AIA Quebec golf tournament. Today, we meet foursomes composed of women regularly,” she said. “From my position in a shop manage-
ment software business,” Lauzier added, “I see more and more women become company owners. They buy or take over garages, auto parts stores and tire shops, and succeed as well as men.” Indeed, there appears to be a strong financial link between having women in senior positions and a healthy bottom line. A 2016 working paper from
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www.autoserviceworld.com | CARS / OCTOBER 2018
the Peterson Institute for International Economics, a research firm based in Washington, D.C., concluded that having women at the C-suite level significantly increases net margins. That conclusion was based on a survey of 21,980 firms from 91 countries. “A profitable firm at which 30 per cent of leaders are women could expect to add more than 1 percentage point to its net margin compared with an otherwise similar firm with no female leaders,� the report stated. “By way of comparison, the typical profitable firm in our sample had a net profit margin of 6.4 per cent, so a 1 percentage point increase represents a 15 per cent boost to profitability.� There is another factor driving the hiring and promotion of more women in the aftermarket: the dearth of qualified talent. “Manufacturers in Canada are having a hard time recruiting women into trades,� Candito said. “Given the fact 40 per cent
I see more and more women become company owners. They buy or take over garages, auto parts stores and tire shops, and succeed pa as well as men.�
Karole Lauzier, VL Communications
of the skilled trades workforce is expected to retire within 10 to 15 years, if they don’t find a solution soon, they won’t meet the demand. Ironically, they’re now starting to realize they need to attract more women to help solve the problem.� There are numerous ways to send the message that women are welcome here. “I would encourage automotive aftermarket companies to involve female associates in industry events either locally or at a provincial or national level,� said Susan Hitchon, Brantford, Ont.-based head of global new busi-
The way we were The July 1943 issue of Transportation Magazine carried an article entitled “Eleven Tips on Getting More Efficiency Out of Women Employees.â€? Among the recommendations offered up to male supervisors overseeing women in the workforce during World War II were the following: • Give every girl an adequate number of rest periods during the day. You have to make some allowances for feminine
ness development, special markets with Schrader-Bridgeport International, Inc. Visibility is essential, she added. Companies, for example, could include pictures of women in their branding materials and women themselves could take steps to be seen more clearly. “I believe that getting involved helped me get connected, and getting connected helped me grow my business and my professional profile,� Hitchon said. With some more effort, it hopefully won’t be too long until that glass ceiling is shattered. „
<K<9X3ZDMB”ZC<” OMZXD9[ZDOM”3M;” Y[::<YY”OA” ”VOa<XA[K” AOX:<s”
/ s” DM”ZC<” [ZOLOZD`<” AZ<XL3XJ<Zu ‰ ' ”… 3M[A3:Z[X<X”OA” 2” DK” X3DM”.3K`<†
psychology. A girl has more conďŹ dence and is more efficient if she can keep her hair tidied, apply fresh lipstick and wash her hands several times a day. • When you have to use older women, try to get ones who have worked outside the home at some time in their lives. Older women who have never contacted the public have a hard time adapting themselves and are inclined to be cantankerous and fussy. It’s always well to impress upon older women the importance of friendliness and courtesy. • General experience indicates that “huskyâ€? girls – those who are just a little on the heavy side – are more even tempered and efficient than their underweight sisters.
CARS / OCTOBER 2018 |www.autoserviceworld.com
23
HR forTOOLKIT the automotive industry Did you know that out of the 400,000 employees in the aftermarket industry in Canada, only 10% are women*? That’s an indication that the industry is facing challenges attracting and retaining a female workforce. How can we change this? Where do we start? With the HR toolkit for the automotive industry! Written with the automotive aftermarket industry in mind, this is a go-to resource for businesses on how to attract, retain, and empower female employees. *Source: AIA Canada Outlook Study 2018 and AutoConnex website
Dowload your FREE copy here: www.aiacanada.com/hr-toolkit/
Withple samlates! temp
AUTOMOTIVE INDUSTRIES ASSOCIATION OF CANADA Please visit us at: www.aiacanada.com
SOCIAL MEDIA
Is it time for a
web overhaul?
The time and money you spend on improving ‘the stickiness’ of your site will pay dividends at the counter. By Allan Janssen
combination of people, priorities, and philosophies. You’re missing an opportunity to connect with potential clients if you don’t introduce yourself in a friendly informal way that covers your history, your staff ’s skills, and how you go to market. People want to know who they’re buying from. At the very least, you’ll be attracting the kind of customers you want to have.
Perhaps Socrates had the best approach to website development. “The secret of change is to focus all your energy not on fighting the old but on building the new,” he wrote. Well, OK, he wasn’t talking about website development per se. But the principle of seeking innovative solutions over sticking with flawed traditions certainly applies. You have a company website. Let’s start there (because if you don’t you’re already way behind the curve). Now, what can you do to attract more potential customers, better sell your services, and build a community of patrons? Or in today’s parlance, what can you do to improve the stickiness? Here are some trending web ideas that you can ask your I.T. service to investigate.
Find that point of differentiation that gives you an advantage over the shops around you, and hammer it home with pictures, anecdotes, and promises. Above all, your value proposition explains what you do and why you do it. Make sure it’s front and centre on your home page, in the headline if possible. Now ask for the order. Give the visitor a reason to come in, whether it’s some kind of promotion, unique offer, or special event. Think of the web as the week before Christmas. You know, when customers feel a sense of urgency to shop and accomplish what they need to get done.
1
3
Tell your story
You may be doing automotive repairs just like a dozen other shops in your city, but no one has your www.autoserviceworld.com
2
Call visitors to action
Embrace the local
Be grounded in your community and find ways to promote it – almost as much as you promote yourself.
Generally speaking, people love where they live and want to support it. Be part of the “home team” by stressing your ties with community groups, fundraisers, teams, and charities. These may even give rise to special events and promotions within your business.
4
Be helpful
A recent buzz-term is ‘topic clusters’ – a wealth of resources that signals your expertise on a given subject. By creating unique car-based content, you give visitors to your site more reason to linger, look, and learn. Search engines love to see that kind of deep engagement. If you’re not sure if any of these ideas are for you, try the “10-Foot Test.” Standing away from your computer, can you figure out, at a glance, what your company does? Better yet, have someone else do it. If the words “automotive repair” don’t come immediately to mind, you may need to tighten up your message. Don’t try to be clever. Be obvious. That’s far more effective at drawing the right kind of visitor. Overhauling your site doesn’t need to take a lot of time or money. It’s getting easier all the time. And as the average consumer becomes even more web savvy, the effort you spend here will pay dividends at the counter. October 2018
25
MANAGEMENT
TIRE PROGRAMS Ontario dealers face new regs with a registration deadline looming. By Allan Janssen When a stockpile of some 14 million used tires went up in flames in rural Ontario in 1990, environmentalists and tire handlers across Canada took notice. It was by no means the only tire fire in North America, but it was certainly one of the largest. The act of arson in Hagersville, Ont., cost the province about $20 million and led to a complete rethink of end-oflife practices for passenger vehicle tires. In the years after the fire, new and revised tire stewardship programs popped up throughout Canada… and they continue to evolve even still (see sidebar). In Ontario, a brand new program has just been announced. By the end of this month, any Ontario shop that collects used tires when they sell new ones must register with a new regulating group – the Resource Productivity and Recovery Authority (RPRA), which takes the place of the closing Ontario Tire Stewardship program. “If you collect used tires, you must
26 CARS
Usman Valiante led a forum on used tire collection at the recent Tire Dealers Association of Canada conference and trade show in Toronto.
register as a collector,” RPRA’s registrar Patrick Moran told a roomful of industry players at the recent Tire Dealer Association of Canada (TDAC) conference in Toronto. “It won’t cost you. There’s no registration fee for collectors. But you need to be in the system.” Administration and enforcement fees will be paid to RPRA by tire producers, importers, haulers, recyclers, and the agencies that facilitate recovery efforts. The actual cost of dealing with the scrap tires will be borne by industry, rather than a government agency. The other big change for service shops and tire dealers is that if they choose to break out the disposal handling fee as a separate line item on their bills of sale, they must clearly state
who is responsible for imposing the charge, and how the charge will be used to collect, reduce, reuse, recycle, and recover tires. Furthermore, they’ll have to submit an annual report to RPRA, essentially a self-audit, that reflects how much was collected and to whom it was remitted. “Separating out that cost is a matter of transparency. If you advertise the fee as a separate price, you have to explain it and audit it. If the tire handling fees are included in the price of the tire or vehicle, these obligations do not apply,” Moran said. “So whether to make tire handling fees visible to consumers is entirely a business decision.” The key message for tire dealers, he said, is that RPRA will not function like the Ontario Tire Stewardship program, which managed millions of dollars in fees spending the bulk on tire disposal costs. “We’re a straight-up regulator,” he said. “We’re not going to be contracting
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How other provinces are handling scrap tires Patrick Moran is the registrar of the new Resource Productivity and Recovery Authority (RPRA) in Ontario.
with producers the way OTS did. We’re not going to be contracting with service providers and haulers like OTS did. And we’re not going to be enforcing contract terms like OTS did,” he said. “We’re not collecting money from producers to pay service providers. We’re not paying incentives. We’re just regulating a marketplace.” According to Usman Valiante, director of environmental affairs for the Ontario Tire Dealers Association, tires are just the first product whose end-of-life routine will be governed by new regulations in that province. The Resource Recovery and Circular Economy Act, which passed with multi-party support in 2016, will eventually be expanded to cover other product categories. “The new legislation is designed to create what is called a circular economy,” Valiante said, “directing products and packaging away from traditional waste streams and toward recycling, reclamation, and recovery.” Under the new system, there will be mandatory collection targets for individual producers (or importers), ensuring that end-of-life tires are properly recovered. Those targets are intended to ensure none are disposed of illegally, to be a blight on the environment, and a potential flaming problem.
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Following the 1990 Hagersville tire fire, the Western Canada Tire Dealers Association was the first industry organization in Canada to be proactive about the conundrum of used tires. The association was instrumental in establishing effective recycling programs across western Canada. Over half of all tires collected in Canada are now recycled into high-value crumb or molded products. Crumb, molded, and tire-derived aggregate account for an impressive 79 percent of reprocessing. Tire Stewardship B.C. (TSBC) continues to set an impressive pace, with record tire sales and collections in 2017, supported by a stable and mature collection and processing infrastructure. Much of TSBC’s success is due to significant investments by processors and manufacturers, as well as through investments back into the community by way of R&D and its grant program ($250,000 awarded in 2018). TSBC also sponsors an Ambassador Tour, which this year saw two students spread the word about recycling at shops, plants and public events in 90 communities around the province. The agency also stages tire collection events to educate the public on where to drop off tires and showcases various end products made from scrap tires. On the prairies, government grant initiatives also play a major role. Over the last 18 years Alberta’s Municipal Grant Program has injected $12.6 million into 630 projects and upgrading of tire collection areas. A similar program in Manitoba has matched funding to $20,000 for 107 community projects, totalling $813,388. Tire Stewardship Saskatchewan (TSS) is a newly organized agency, now almost through its first year, with some tweaks still under way. TSS will soon implement five collection zones, each open to bids under separate RFPs. The plan is to cut costs with a view to securing more funds to address legacy piles without raising rates to the consumer. Another major change, to be phased in over three years, will see the end-processors paid only for the consumable product they produce. Quebec’s program was established in 1993. Charging a disposal handling fee of just $3 per tire (applying to everything from bicycle tires to massive truck tires), Quebec’s recycling levy is regarded as the cheapest anywhere, according to Recyc-Québec’s Louis Gagné. Most of the near 10 million tires collected annually are manufactured into blasting mats for mining and livestock mats. A small portion also goes to retreading passenger casings. In the Maritimes, similar programs are proving effective, with varying uses of recycling for mats and shingles (in New Brunswick, for export to the U.K), as well as a clean burning Tire-Derived Fuel (TDF) pilot project, recently implemented at a Lafarge cement plant in Nova Scotia. — with files from Tim Pawsey
October 2018
27
TALKING TECH
Safe SRS
diagnostics Working on Supplemental Restraint Systems can be intimidating… but it doesn’t need to be. By Jeff Taylor Some techs shy away from diagnosing air bag systems. The fact that one or more pyrotechnical devices are involved can raise some eyebrows. But Supplemental Restraint Systems (SRS) don’t have to be intimidating. Just like engine management systems, they have inputs, outputs, and control modules… and each has accompanying issues and diagnostic procedures. Take things slowly and carefully and you shouldn’t have insurmountable problems.
A common SRS input issue Some 2007-2014 GM C/K trucks suffer from corrosion in their front crash sensors or Front-End Sensors (FES). This issue will usually cause the SRS light to flash seven times and then stay on. There are several suffice codes that
28 CARS
can accompany an FES issue or failure. For example, a B0084 code could have 0F, 39, 3A, or 71 suffixes, all of which mean different things. So, it’s important to pay attention to the sub-digits of the trouble code for proper diagnostics. The first step should be to unplug the FES sensor in question and inspect for corrosion. If corrosion is found, that sensor will need to be replaced and possibly the pigtail too. These FES sensors are prone to water intrusion and don’t need to be calibrated after installation. Just use the scanner to erase the codes. If no corrosion is evident, swapping the sensors side-to-side is an easy and quick way to diagnose a failed sensor, especially if the code is B0084-39 (internal sensor failure). The code should move to the other side and maintain the same suffix (remember
to mark the sensors L/R so you know which is which). If the code doesn’t move, you’re going to have to inspect the wiring and the SRS module, and follow the appropriate diagnostics.
Common SRS output issues Diagnosing some output issues can be done using a non-factory scanner (retrieving system data and clearing codes), a good volt ohm meter, and a couple of easily attained tools. The SRS control module is constantly monitoring all of its circuits and components for the proper operation, resistance, and shorts to power or ground. Because most SRS airbag inflator circuits are typically two-wire circuits, resistance issues are common. A resistance that is too high, or too low will set codes. It’s important to remember that most seatbelt pretensioners (they contain a small explosive charge like an inflator) are monitored and controlled by a two-wire circuit. The normal resistance across these inflator circuits is typically 1 to 3Ω www.autoserviceworld.com
(newer Mazda models have a wider range of 0.8 - 9.85Ω). This data is usually displayed in the SRS data using a scan tool. The factory diagnostics requires specific SRS load tools to substitute the removed inflator/deployment circuits. But the same testing can be achieved with a scan tool, up-to-date service information (so you know what the expected circuit resistance should be) and a few quarter-watt 1, 2, and 3Ω resistors. After you have gained access to the component connector that has the resistance issue and confirmed that corrosion or a loose connection isn’t the issue, substitute a test resistor of the appropriate resistance into the circuit to simulate the inflator or component.
Most customers will bring their vehicle in for diagnostics if the SRS warning light or message stays illuminated after the bulb check.
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Then clear the code and see if the code returns. If the code doesn’t, the issue is likely in the inflator. If it does return, the issue is in the wiring or module. More testing is going to be required. The test resistor will simulate the component’s resistance, verifying the integrity of the wiring and module operation. Ford Escapes (2005-2009) will set a B2292 high resistance code in the passenger side seat belt pretensioner circuit. The Ford spec is 3.2-1.4Ω so installing a 2Ω test resistor will be necessary. (These Escapes had a fretting issue in the pretensioner connector and the simple act of disconnecting and reconnecting the connector would often rectify the issue.) In 2011 Honda Civics with a 27-10 code (Open in the Driver’s Seat Belt Buckle Tensioner), the factory manual wants you to use the SRS Inflator Simulator 07SAZ-TB4011A and the 2 Ω connector to simulate the seatbelt pretensioner. Installing a 2Ω test resistor will do the same thing. Using the shorting bars (if equipped) in the SRS connectors is another quick way of verifying an inflator circuit. Many SRS connectors have a spring-loaded bar that shorts across the terminals in the SRS connector when the connector is disconnected or the Connector Position Assurance (CPA) retainer lock is removed. If the SRS code relates to
high resistance, you disconnect the connector and the SRS diagnostic code should changes to a low-resistance code due to the shorting bars. This verifies that circuit is good and that the cause of the high resistance is likely the inflator or the connection.
Corrosion and water intrusion is a common cause of a crash sensor failure on GM pickup trucks. This sensor swelled and broke.
This Chevy Blazer SRS module, located under the driver’s seat, corroded due to a windshield leak and the salt from winter boots.
Common SRS controller issues This category of repairs can be separated into two parts: SRS module replacement and Occupant Classification System (OCS) recalibration. Each part has its own issues, complexity and tool-use requirements. Most SRS modules are good for a single collision event and need to be replaced after a crash. The service information is very specific on what parts and pieces need to be replaced after a crash and most SRS modules will need to be set up, initialized, programmed, or re-calibrated after repairs. This is different from most seatbelt pretensioners, airbags, and crash sensors that typically don’t require to be set up and are plug-and-play. After SRS module replacement, many vehicles may require a factory scanner and possibly factory-based Internet service to complete the replacement. It is very important to thoroughly read the service information and know what your scan tool’s capabilities are before you commit to SRS module replacements and set up. This same situation can arise if a TSB indicates that a
October 2018
29
TALKING TECH
Making sure that you’re reading the whole SRS code number is important. The suffix points to a specific area of concern. The shorting bars inside the SRS connector. These small bars can function as a diagnostic tool.
After a collision and repair, the SRS codes will have to be cleared and the Occupant Classification System (OCS) needs to be set up. This Mazda needed both.
This screen shot shows the values of the inflator circuits on a Chrysler.
reflash or programming update is required. Most SRS module configurations need very specific routines and procedures to be completed for initialization. Not following all the correct steps often leads to other unrelated SRS codes. Occupant Classification System recalibration or re-zeroing is a common concern after a collision or SRS module replacement. These procedures may or may not require a factory scan tool. Knowing your scan tool limitations is imperative. Many non-factory scanners can set up the OCS and re-calibrate or re-zero the weight sensors of the passenger seat, but other tools and equipment such as specialized weights may be needed. Honda Civics up to 2011 are one of the few makes that don’t require a scanner to reset the OCS. It can be done using the Memory Erase Signal connector, a special tool, and by following the same procedure as clearing the SRS codes. A scanner can also be used.
30 CARS
This illustrates the procedure that will be performed during an SRS module set-up on a GMC pickup after a collision.
Service information Appropriate up-to-date service information is vital for a successful SRS repair and diagnostic. Attention to detail is important – from proper wiring repairs to the correct fastener torque specifications of SRS modules, airbags, and seatbelts. Also, make sure you’re working with a fully charged battery before and during flashing, programming, or OCS set-up. Thoroughly reading and understanding the SRS failure code is important. Honda issued a service bulletin that points out that a problem in the front passenger’s side airbag inflator or the driver’s side airbag inflator isn’t the airbag assembly in the dash or the steering wheel, as many techs assumed. They missed the word “side” in the code or component description, and for Honda, that refers to the side airbag assemblies in the seats. Ensuring that all the CPA retainer locks are installed is critical or the shorting bars could still be engaged, possibly setting a code that wasn’t there
before. Little CPAs are commonly used on the driver’s airbag and they can easily be damaged, dropped, or misplaced during a non-SRS service. The result is an SRS light on and a low-resistance code that wasn’t there before the repair – even though the connector is properly attached. Another common SRS system issue is no module communication or code display but an illuminated SRS light. This issue can be the result of the wrong parts being installed, unprogrammed modules, unseen wiring damage, or by components that aren’t set up correctly. But this can also be caused by a reset or refurbished SRS module. Remember, these are single use items. Asking about a vehicle’s history or previous repairs may save time in an SRS diagnostic. There are some safe shortcuts that can be used to successfully diagnose some SRS faults. Yes, a scanner is likely going to be required for diagnostics and repairs, but it may not have to be a factory tool. With the proper techniques, the correct equipment, full vehicle history, up-to-date service information, and a working knowledge of the system, an SRS issue should be no more difficult to diagnose than many of today’s modern engine controls.
Jeff Taylor is lead tech at Eccles Auto Service in Dundas, Ont. You can reach him at jeff@ecclesautoservice.ca.
www.autoserviceworld.com
MAKING
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MAKING
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SURPRISED? Continental knows OE because our belts are OE on millions of Chrysler, Dodge, Ford, GM, BMW and Volkswagen vehicles that roll off the assembly line every day. Now with our OE Technology Series (OETS), you can install the aftermarket Multi V-Belt with the OE pedigree. Belts fanatically precision engineered for perfect fit, form and function. Plus, there’s a Continental belt for 98% of the vehicles on the road in the U.S. and Canada. When your reputation is on the line, roll with Continental. Get the full story at OETechnologySeries.com.
PRODUCT FEATURE: LIGHTING
the resistance, but that could open up a whole new can of worms around heat, Burdzinski says. The fast-flash that indicates a failed or failing bulb may simply “When you take the resistance away, be misreading the smaller power draw of modern LED lights the heat in the circuit’s got to go somewhere,” he warns. “It’s a build-up halk it up to the law of intended A fix of sorts is available through a of heat and then how you’re going to consequences. controller area network (CAN bus) manage that?” The move to more efficient, adapter. But again, it’s not a sure-fire So when customers request a low-watt low-watt automotive bulbs has caused solution. It all depends on the vehicle alternative to the OE bulb, it’s important unexpected complications in some and its wiring set-up. to warn them of the potential problems. vehicles. Newer vehicles – especially high-end There are really no guarantees that it Since LEDs run at a significantly ones – are particularly prone to will work with their particular system lower wattage, the vehicle can be problems when consumers want LED with its particular CAN bus. tricked into thinking something’s bulbs. These vehicles typically have a Interior vehicle lighting is not nearly wrong when it senses a much fainter tighter resistance window. If the as finicky. LEDs will often work in draw than it’s used to sensing. In some expected wattage is not being vehicle cabins without any issues. cases, the result is the “fast-flash” mode produced, a fast flash problem is more People want better lighting, and that some vehicles use as a warning likely to happen, resulting in the driver despite the potential problems, sales that a bulb is out or that there’s a seeing a warning error. of the new low-watt and extra-bright problem in the system. A possible workaround is loosening LED alternatives are booming. Compounding the problem is the These new products should fact that it doesn’t happen with every be seen as a viable revenue vehicle. stream, especially when Jeff Burdzinski, product applications customers are complaining manager for Lumileds, says it’s just one about not being able to see of the fallouts from the complexities of inside or outside of their cars. today’s vehicles. Consumers wants bulbs that “Every make and model is a little bit do the job and can have a different,” he says. “The way their noticeable impact right away. computers are, the way the electrical People like to personalize their vehicle lighting with Just be ready to deal with a fastaccessories and modern alternatives… but that system is, the way they route their flash issue if the system’s not sometimes comes at a cost. grounds… it’s all different.” built for LEDs.
C
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BAYWATCH BA Research tools
Epicor Software Corporation has released an array of detailed Moog universal-joint diagrams from Federal-Mogul Motorparts. They’re available in Epicor’s PartExpert electronic catalogue. The diagrams and an array of user-friendly graphical resources added to the eCatalogue over the past year, are designed to help PartExpert users more quickly identify all of the right parts for a repair, leading to increased sales and a superior customer experience. www.epicor.com
Caliper line Raybestos has added more part numbers to its Opti-Cal premium new brake calipers and RPT Rust Prevention Technology plated brake calipers. The company says that with 100 percent new
components, no core return, and lower warranty rates, Opti-Cal calipers provide hassle-free installation and optimal performance. The plated brake calipers maintain their high-quality appearance and deliver continued functionality throughout their extended service life. www.raybestos.com
If you think we sell high-quality hose,
YOU’RE ONLY LED beacon Superior Signals has added a new LED beacon series to its lighting line. The SY22059 series is a high-profile beacon, available in either permanent or magnetic mount options. These beacons not only flash, but also rotate giving you the functionality of a strobe or rotator in one light. Intended for use on outdoor vehicles such as utility trucks, construction equipment, and school buses, the amber beacon comes equipped with 36 LEDs. www.superiorsignals.com
1/3 RIGHT. OE-quality cooling system components are what most people think of when it comes to the Rein Automotive brand. And while CRP Automotive offers more than 700 Rein hose and cooling category SKUs for a wide range of late-modeal import vehicles, the Rein name also covers 2,500+ OE-quality replacement parts — including antivibration and power steering parts. Maybe it’s time to discover what you’ve been missing! To hear what professional repair technicians have to say about Rein Automotive parts, follow CRP Automotive on Facebook at facebook.com/crpautomotive
Review management Kukui Corporation has released Kukui 5.0, th e most advanced version of its integrated suite of analytics, marketing, and customer communication tools with over 25 new features and improvements. The two most notable features of Kukui 5.0 are a completely rebuilt Website Core, and Kukui Reviews, aimed at managing a shop’s online reputation. It detects when a customer has concluded a repair and automatically texts them a request to leave feedback for the shop. www.Kukui.com www.autoserviceworld.com
COOLING SYSTEM COMPONENTS ANTI-VIBRATION COMPONENTS Isolating key parts and sub-assemblies from vibration is essential to the smooth and safe operation of any vehicle. Rein fits right the first time!
Covering 19 million+ vehicles in operation, Rein is a leader in the aftermarket cooling category. The line includes radiator hoses as well as heater hoses. Quick connect couplings, where required, mean no need to re-use old parts! A range of associated water pumps, expansion tanks & caps, as well as select thermostats and sensors are also available.
POWER STEERING COMPONENTS Rein offers a robust program of power steering hose assemblies for late-model Asian and European vehicles.
TO LEARN MORE, VISIT REINAUTOMOTIVE.COM The Import Standard
Brought to you by:
A/C PARTS • A/V PARTS • AXLE BOOT KITS • HARDWARE • HOSES RESERVOIR TANKS/CAPS • SUSPENSION PARTS • THERMOSTATS WATER PUMPS • WHEEL BEARING KITS © 2018 CRP Industries Inc. All rights reserved. Rein Automotive is a registered trademark of CRP Industries Inc.
October 2018
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BAYWATCH BA Built-in text messaging
Wiper blades
Mitchell 1 has introduced text messaging features in its Manager SE shop management system and SocialCRM shop marketing products. With this new feature, automotive repair shops can easily connect with their customers before, during and after the service or repair. Shops have the option of using automated text messages to remind customers about upcoming appointments and also to send a thank-you after the appointment, with an invitation and link to write a review about the shop. www.mitchell1.com
Trico has introduced three new part numbers to its Trico Classic wiper blade line. Engineered to fit classic car models ranging from the 1940s to the 1960s, the wiper blades are designed with a silver finish and metal frames to resemble the original equipment (OE) blades on these vehicle models when they came off the factory line. The full line of TRICO Classic wiper blades now includes lengths of 10”, 11”, 12”, 13”, 15”, 16” and 18”. www.tricoproducts.com/classic
Chassis part numbers Mevotech has added 102 new part numbers to its Supreme and TTX line of chassis parts. Of the new parts, 74 of them feature engineered enhancements for added strength and durability. This new product release supports over 71 million repair opportunities across North America. The latest releases feature 37 first-to-market components including control arm and ball joint assemblies for the 2014-2017 Chevrolet Silverado 1500 and 2014-2017 GMC Sierra 1500. partsonline.mevotech.com
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Vacuum system tools OTC has added four new tools to aid in servicing cooling, pressure and vacuum systems. The new tools are designed to help technicians prevent damage and leaks when diagnosing issues, and aid in testing and monitoring the vehicle’s pressure/vacuum and cooling systems. It includes the #6976 Cooling System Refilling Gun (pictured); the #6975 Vacuum/Pressure System Tester; the #6977 Universal Cooling System Pressure Test Kit; and the #6978 TestVac Vacuum Test Kit: The vacuum test kit allows for fast and efficient testing and monitoring of many vacuum-operated components. www.OTCTools.com
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Thermal imager The new Diagnostic Thermal Imager Elite from Snap-on uses infrared technology to reveal heat caused by friction, electrical resistance, and pressure changes. It delivers detailed images composed of 4,800 distinct temperature zones, making extreme temperatures up to 840 degrees Fahrenheit visible with absolute precision anywhere under the hood or around the car. It comes loaded with a database full of automotive applications, guided tests and reference images to help technicians interpret results. www.snapondtielite.com
Quick-Strut numbers Tenneco’s already extensive Monroe Quick-Strut line of premium replacement strut assemblies has grown by 22 new part numbers. The company has added 226 Monroe Quick-Strut part numbers so far in 2018, with the latest expansion offering coverage for 6.1 million vehicles registered in North America. The newest part numbers – 14 of which offer exclusive coverage – are available for 19 domestic and 53 import applications. www.Monroe.com
Air disc brakes Centric Parts has introduced a new Air Disc Brake program for heavy duty vehicles. The new offering represents the industry’s most complete air disc brake program available for Class 7 and 8 commercial
vehicles. Centric Parts' new program features air disc brake pads, rotors and repair kits for all-makes. It adds to a comprehensive range of replacement parts for light, medium and heavy-duty commercial vehicles launched by APC Automotive Technologies in early 2018. www.CentricParts.com
www.liqui-moly.us
Enlight your engine with molecular friction control
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Piston kit Designed specifically for the extreme load of today’s highly boosted direct injected engines, Mahle Motorsport now offers a PowerPak and PowerPak+ piston kit for the Mazda MZR machined from Mahle’s ultra-strong, lightweight, 2618 alloy slipper skirt forgings. Utilizing advanced machining capabilities from Mahle manufactured equipment, the pistons are machined with advanced crown and profile designs to ensure peak performance and durability. www.mahlemotorsports.com www.autoserviceworld.com
Reduction of fuel consumption up to 15% lower friction coefficient* Always best performance high thermal and pressure stability Fluorescent green color with molecular friction control Longer engine life up to 30% less wear* *Result of Linear-Oscillation (SRV®) test 2016: Molygen New Generation 5W-30 vs. standard motor oil with same viscosity.
For further information or technical support please call 1-888-MOLYOIL (665-9645)
October 2018
35
Boost Your Shop
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 36 CARS
BAYWATCH BA Gasket maker Permatex offers an advanced, form-in-place gasket maker that creates a quick, reliable seal without the need for curing time. Permatex The Right Stuff 1 Minute Grey Gasket Maker allows technicians to make leak-proof gaskets in one minute and put the parts right back in service. The Right Stuff Grey’s formulation features an elastomeric rubber gasket technology, designed to perform under higher torque loads. It is specified by major import OEMs and is resistant to powertrain fluids such as oil, coolant, and ATF. www.permatex.com
Heavy-duty scan tool Bosch has announced the new HDS 250 heavy-duty scan tool kit designed to read, diagnose, and clear heavy duty standard trouble codes for Class 4-8 vehicles. The tool is ideal as a shop’s second tool or as a portable, on-truck diagnostic tool for field repairs. It works on 12V and 24V systems to cover most medium-duty and heavy-duty vehicles. The kit includes 16-pin J1962, 9-pin Deutsch and 6-pin Deutsch cables, and features Class 4-8 truck coverage. www.BoschDiagnostics.com
Socket system Snap-on Tools has introduced its new Flank Drive Xtra (FDX) socket system, the first redesigned Snap-on socket since the patented Flank Drive system developed in 1965. The new FDX offers more turning power, a more secure fastener engagement, and greater efficiency. The FDX socket grips fasteners further off the corners, offering up to 25 percent more strength than Flank Drive sockets. It has an angled contour so the socket wall grips damaged fasteners more closely. Its chamfered lip on both the hex and drive ends of the socket allows for a better grip and more turning power. The grooved, grippable outer walls make these sockets easier to remove. And they are easily identified with improved readability on the socket exterior. www.snapon.com
Motorcycle pliers OTC has announced the new 5730 Motorcycle Bead Holding Pliers, with a locking design that allows for hands-free use. The non-marring pliers can be easily clamped onto the wheel rim, while using tire spoons to mount or remove the tire. The specialty locking pliers are designed to hold the tire bead, up or down, when mounting or demounting a tire, so technicians can remove the spoon while the bead is held. The unique top jaw design will hold the bead, freeing one hand to complete the tire change. The bottom jaw includes a pad that locates the plier in the proper position with ease. All jaw tips are coated to protect the wheel finish. www.OTCTools.com
Fog lamps Lumileds has released its newest lighting innovation for Asian vehicle applications. The Philips X-tremeUltinon LED Fog Lamp is designed as an easy plug-and-play replacement for halogen fog light bulb applications and delivers up to 6500K colour temperature of bright white light that matches perfectly with the colour of Xenon and LED headlights. They’re available for the replacement of H8, H11, and H16 halogen fog light bulbs. They’re built with an ‘AirFlux design’ to provide constant cooling. www.philips.com/automotive www.autoserviceworld.com
THE CONTINUED FROM PAGE 38
on just one person.” “Got any suggestions, Bean?” I asked. “As a matter of fact, I do. My friend Gnarly Jacobs wants to get out of the dealership life and work in a multifaceted, independent shop like ours. I know he’s a little different, but he’s actually quite smart and is a wizard with a scan tool or a lab scope.” Gnarly had gone to trade school with The Bean, and I’d met him a few times. I knew what Beanie meant about his unusual character. He was initially a longboard and surfing fanatic who loves living on the edge. Lately his hobbies had evolved into riding bicycles down boulder-strewn mountainsides and along the tops of narrow concrete walls. His current hero is street trials rider, Danny MacAskill. I told Beanie to have Gnarly drop off a resume. “It says here you’ve earned some Top Tech awards at your dealership.” I tossed the resume down on my desk. “Don’t you think you’re taking a step down by coming to a shop like ours? I mean, we don’t see the latest OE technology until a year or two after the dealers do.” Gnarly was practically vibrating with excitement. “No way, man! My old job is like an assembly line. There’s some recall and before you know it, you’re doing the same repair 18 times in a row. I want to work on all makes of cars, not just one brand.” Gnarly’s eyes shone like a fanatic. “Dude, I love a challenge!” He had none of Basil’s calm and cool demeanor, and it made me nervous. But Cookie was right; I was hiring Basil’s replacement, not his duplicated image. “Okay, you’re hired,” I said. “We start at eight, and you can move your tools into the far bay.” I pushed my chair back and stood up. “And one more thing: I don’t want to see any tire tracks on the hoods of customer’s cars.” The transition went smoothly. Basil had given me enough notice so that we could get Gnarly settled into our routines (as much as that was possible) before Basil moved on. The goodbye dinner was a mixed bag of laughs and maudlin-laced memories of the times we’d all shared together. It hit me that I should have been more ready for this. Staff, as a rule, don’t stay forever. We have to do everything we can to make them want to stay, while wisely planning for the day they’ll leave. But it was still hard to say goodbye. Basil was more than an employee; he was like family and he was a friend. But friends and family have to be who they are, and do what they need to do. That’s life, and we must learn to work with it. Maybe we won’t hear the bullet coming, but we do know that it’s on its way! 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.
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ADVERTISER INDEX ACDelco ................................................... 8 www.TechConnectCanada.com AIA Canada ............................................ 24 www.aiacanada.com Continental ContiTech ....................... 22,31 www.OETechnologySeries.com CRP Automotive ..................................... 33 www.reinautomotive.com Dayco ...................................................... 6 www.daycoproducts.com DK Smith International ........................... 20 www.ezoildrain.ca Ford ................................................. 23, 39 www.ford.ca/wholesale ITW Permatex ........................................ 21 www.permatex.com Kukui ....................................................... 4 www.kukui.com Liqui Moly .............................................. 35 www.liqui-moly.us NAPA ..................................................... 10 www.napaautopro.com OEM Repair .............................................. 3 www.OEMRepairInfo.ca Philips.................................................... 11 www.philips.com/chips Snap-on .................................................... 2 www.snapondtielite.com Uni-Select .............................................. 14 www.bumpertobumper.ca VL Communications ................................ 36 www.vlcom.com Wakefield ............................................... 18 www.wakefieldcanada.com Wheel Nut Caddy .................................... 37 www.wheelnutcaddy.com WORDPAC – Textar ................................. 34 www.textar-worldpac.com WORLDPAC ............................................ 40 www.worldpac.com/quality
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October 2018
37
FICTION
JOHN FRASER
THE
Staffing 2.0 Slim says goodbye to a long-suffering employee, and prepares for new adventures with his replacement. By Rick Cogbill They say that in a time of war, you never hear the bullet – the one that kills you, that is. I don’t know if that’s true, but I do know that in the never-ending chaos we call small business, we often don’t see major changes coming. Today was one of those times. “Hey Basil,” I said, coming up to where he stood beside his tool cabinet. “I’ve been looking at this big trade show they’re holding down in Vegas. I thought you might like to represent our shop this year. You know, go down, check things out, and bring us back the highlights?” I didn’t get the reaction I was expecting. Basil frowned. “Slim, maybe we should have a private moment. I have something to tell you.” Once we were settled in my office, Basil made his confession. “I was going to tell you soon anyway, but now’s a good a time as any.” He paused. “Slim, I’m thinking about retirement. After the Christmas break I’d like to use up those accumulated holidays I have and then after that…” he shrugged. “Let’s just say there are some new horizons to cross.” I was stunned. Basil had been with me since the beginning. Hired on as a lead tech to assist me as I initially learned how to run a business, he’d been my main source of advice and reliability for decades. The idea of him leaving was devastating. They say that good employees don’t quit companies, they
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quit bosses. “Basil, I had no idea you were unhappy here. Is there something I can do to make you want to stay?” Basil laughed. “No, Slim, it’s nothing like that. You’ve been a great boss all these years. It’s just that at my stage of life, I need a change. I’m not getting any younger, you know.” He went on to tell me of his desire to travel more, and about some hobbies he wanted to pursue with more intensity. “Become a professional cellist? At his age?” I later said to my wife. “That’s all fine, but how am I supposed to replace him? There’s nobody as good as Basil out there. He’s the last of a dying breed!” Cookie smiled. “Besides the fact you’re exaggerating, you’re also wrong. There are many technicians who are as good as Basil; they’re just not like him. You need to focus on replacing Basil’s skill set, not Basil himself.” The staff had also been rocked by Basil’s announcement, but after the initial shock, they began to make suggestions. Tooner’s was the least helpful. “I say shut ’er down. We could probably get unemployment insurance for maybe a year.” “And then what?” replied Beanie angrily. “Forget it. You’re talking about our jobs, our careers, and our future. We’ve got a good thing going in this town and it shouldn’t rise or fall CONTINUED ON PAGE 37
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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.
Motorcraft® is a registered trademark of Ford Motor Company. OmnicraftTM is a trademark of Ford Motor Company. ©2018 Ford Motor Company of Canada, Limited. All rights reserved.