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CANADIAN AUTO REPAIR & SERVICE MAGAZINE

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OOntario t i llaunches h its it new inspection i ti standard t d d

JULY / AUGUST 2016

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Exhausting work: Mazda’s SkyActiv system

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New lighting options bring profit opportunities

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JULY / AUGUST 2016 | VOL. 2 NO. 6

CANADIAN AUTO REPAIR & SERVICE MAGAZINE

FEATURES

Profile: On the right track

A shop in Edmonton is named the “Best of the BEST” by the Automotive Aftermarket E-Learning Centre.

Inspections: Taking a closer look

Ontario shops introduce some new processes and prices, as the province’s updated motor vehicle inspection standard comes into effect.

Talking Tech: Emissions and exhaust

Exhaust management has evolved a lot in recent years, as anyone who has dealt with Mazda’s SkyActiv technology can tell you!

Product Feature: Lighting

New technologies that transform the way drivers see the road ahead are boosting replacement, upgrade, and maintenance sales.

31 DEPARTMENTS

Letters............................................... 6 Eye Spy ............................................. 6 In the News ....................................... 9 By the Numbers ............................. 12 Your Turn ........................................ 14 Baywatch ........................................ 32 Advertiser Index ............................ 37

COLUMNS

Service Notes

It’s time to make the automotive industry more welcoming to women.

Collective Wisdom

Alan Beech says specializing brings new opportunities to ambitious shops.

The Car Side

Where there’s smoke there’s… a dilemma? More tales from Rick Cogbill’s Slumberland.

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July / August 2016

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SERVICE NOTES CANADIAN AUTO REPAIR & SERVICE MAGAZINE

Time for us to grow up New report shows how much work still needs to be done to make women comfortable in the aftermarket. By Allan Janssen My friends know that I’m rarely embarrassed by this industry. They sometimes make fun of me for my relentlessly positive editorials, in which I praise the army of skilled Canadians who keep our cars on the road. Even when there are claims of unethical business practices, I don’t condemn until I’ve asked enough questions to determine if the storyteller was really treated unfairly, or simply rendered indignant by the cost of a difficult job. I’ll stand with the aftermarket any day of the week. But there have been times when I’ve visited shops and spoken with readers and been shocked by some extraordinarily backward views about women. Some of those views were recently documented in a study by the Automotive Industries Association of Canada. The AWAKE report – partially funded by the federal government – records the experiences of women in the aftermarket... and the reading is difficult in places. It reports that in the course of their work, female employees in our male-dominated industry have routinely experienced humiliation, discrimination, and even harassment. They’ve been spoken down to, ignored, passed over for promotion, hit on, and disrespected. Many of the stories, told by anonymous voices, are enough to make any rational man cringe with embarrassment. The report rightly suggests these stories “offer sobering insights into existing barriers to women’s advancement.” I recognize and appreciate the differences between men and women… but

they are clearly not as vast as once supposed. I honestly can’t think of a trade that women could not excel in. Anyone who says women aren’t smart enough to follow a wiring diagram or strong enough to turn a wrench is crippled by prejudice. Anyone who thinks their male technicians or customers are not ready for women technicians are listening to the wrong people. There is no longer any room for misogyny in our industry. It is shameful, in our enlightened age, to see pictures of naked women on shop walls, or to hear sexist comments in service bays, at parts counters, and in corporate offices at every level of our industry. If women lack opportunities in the aftermarket, it is because small-minded men have denied them. We need to make this right. We need to remove the barriers to entry and promotion. We need to make our workplaces not only welcoming to women but comfortable enough for them to want to stay. We all need to challenge sexism when we see it. It’s time for us to grow up. The Automotive Industries Association of Canada has done an admirable thing in tackling this difficult problem. They’re right in calling for an end to sexism in our industry. I’d like to add my voice to theirs. We need great technicians, service advisors, managers, and shop owners in this industry. There’s no reason why more of them should not be women. Women have long demanded respect, equality, and fairness in all aspects of life. Surely we’re progressive enough, here in the automotive aftermarket, to make that a reality in our workplaces. Please let me know what you think. You can reach me at allan@newcom.ca.

EDITOR | Allan Janssen (416) 614-5814 allan@newcom.ca CONTRIBUTORS | Alan Beech, Murray Voth, Camille Casse, Jeff Taylor, Rick Cogbill, John Fraser. ART DIRECTOR | Tim Norton (416) 614-5810 tim@newcom.ca MANAGING DIRECTOR, AUTO DIVISION & NATIONAL SALES | Kathryn Swan (416) 510-5221 kathryn@newcom.ca NATIONAL SALES | Juan Diez (416) 510-5203 juan@newcom.caa QUEBEC & EASTERN CANADA SALES DIRECTOR | Denis Arsenault (514) 947-7228 denis@newcom.ca ADVERTISING PRODUCTION MANAGER, PRINT/DIGITAL | Kimberly Collins (416) 510-6779 kim@newcom.ca PRINT PRODUCTION MANAGER | Phyllis Wright (416) 510-6786 pwright@annexnewcom.ca CIRCULATION MANAGER | Lilianna Kantor (416) 614-5815 lily@newcom.ca CARS magazine is published monthly except for January and July by Newcom Business Media Inc., 80 Valleybrook Drive, Toronto, ON M3B 2S9. The magazine serves the Canadian automotive repair and service industry. Subscriptions are free to those who meet the criteria. For others: single copy price: $7.00 plus tax; one-year subscription in Canada: $53.95 plus applicable tax; 2-year subscription in Canada: $84.95 plus applicable tax; one-year subscription in U.S: US$95.95; single copy price: US$10.00; one-year subscription in all other countries: US$97.95. Copyright 2016. All rights reserved. The contents of this publication may not be reproduced by any means, in whole or in part, without prior written consent of the publisher. The advertiser agrees to protect the publisher against legal action based upon libelous or inaccurate statements, unauthorized use of photographs, or other material in connection with advertisements placed in CARS. The publisher reserves the right to refuse any advertising which in his opinion is misleading, scatological, or in poor taste. Postmaster: send address changes and undeliverable Canadian addresses to Circulation Dept., CARS, 80 Valleybrook Drive, Toronto, ON M3B 2S9.

VP, EDITORIAL | Rolf Lockwood PRESIDENT | Joe Glionna CHAIRMAN | Jim Glionna CORPORATE OFFICES HEAD OFFICE 451 Attwell Dr., Toronto ON M9W 5C4 Telephone: 416-614-2200 Facsimile: 416-614-8861 REGIONAL OFFICE 80 Valleybrook Drive, Toronto, ON M3B 2S9 Telephone: 416-442-5600

Facsimile: 416-510-5169 Member of the Audit Bureau of Circulations Newcom Media – Publications at 80 Valleybrook Customer Number: 4006214 Publication Mail Agreement #40063170 Print edition ISSN 2368-9129 On-line edition ISSN 2368-9137 :H DFNQRZOHGJH WKH ÀQDQFLDO VXSSRUW RI WKH *RYHUQPHQW RI &DQDGD WKURXJK WKH &DQDGD 3HULRGLFDO )XQG RI WKH 'HSDUWPHQW RI &DQDGLDQ +HULWDJH

July / August 2016

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LETTERS Too many take a ‘free ride’ in our industry I agree with Bruce Eccles (“Associating with the best,” April 2016). Independent shops are so independent that we end up hurting our industry. Too few of us belong to automotive or business organizations. Dealerships, on the other hand, are well organized, look and act professionally ( for the most part), and are more likely to get the ear of governments. When an issue arises that threatens our livelihood, the vast majority of independent shops do nothing. They let others do the hard work of resolving issues and improving the industry. They take the free ride. I like to call them the “takers of our industry” and that is probably over 80% of the independents across the country. Mark Stevens Dyneco Automotive Edmonton, Alta.

A case of maintenance overload at dealerships? So… the percentage of dealership service advisors who do not

recommend additional work on vehicles one- to three-years old stands at 69% (“By the Numbers,” March 2016). I wonder if that’s because the list of maintenance items at the dealership is so comprehensive that there really isn’t much else to recommend… other than maybe the odd light bulb or wipers! Conal Derdall Marshall Automotive Barrie, Ont.

Don’t turn away your customers… educate them! Maybe I look at the topic of customer-supplied parts (Letters, April 2016) a little differently, but I have successfully educated several customers who brought in their own parts, explaining how it would benefit them to let us supply quality parts and properly look after their vehicles. It takes time and patience to promote our knowledge and experience but it can be very worthwhile. Bob Ward The Auto Guys London, Ont.

EYESPY

Can you handle this? The Wilson family, owners of Allan’s Tool Shed in Merrickville, Ont., got a kick out of this improvised door handle when doing repairs on a 1997 GMC pickup recently. “When you need instructions from the client on how to open the driver’s door, you know there are going to be some chuckles,” writes Marcia Wilson. “It worked… but I wish the client had let us install a proper door handle!” Have an interesting picture to share? Send a high-resolution image to allan@newcom.ca

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The real need is keeping apprentices in school I thought your comments about the Canadian Apprenticeship Forum were valuable (“Keeping Them Going,” April 2016). Although we know there is attrition with apprentices, we also know that in motive power trades, the percentage of apprentices going to school is very low. It’s not enough, in my view, to provide programs and processes to stop apprentice attrition. Even more action is needed to make sure those apprentices go to school. Some provinces (Alberta, for one) penalize the shop if the apprentice does not come to school within 18 months. And Ontario can now cancel apprenticeship agreements for a variety of problems, including missed classes. The key is finding better ways to ensure apprentices get schooling through to completion. I’m happy to say the collision industry’s “Apprenticeship Disconnect” program shows significant improvement in the number of apprentices and challengers writing the trades exam, as well as the number of completions. For us at least, the good news is that school attendance is up. John Norris, executive director Collision Industry Information Assistance (CIIA) Hamilton District Autobody Repair Association (HARA) Hamilton, Ont.

Passion is a necessary part of being an apprentice I just waved goodbye to another apprentice. I’ve got three good ones right now who are eager and willing, but many have fallen along the way. I think one of the biggest reasons apprentices are leaving the industry is because they don’t truly have a love for automobiles. The apprentices I grew up with worked on their fathers’ or friends’ cars in their driveways, took apart the family lawnmower, fixed their own dirt bikes, read Hot Rod

Drivers of unfit cars are negligent I couldn’t agree more with Bob Ward’s opinion column (“Let’s “Let’s Retire Unsafe Vehicles,” April 2016). Why are yearly inspecpections mandatory in only some me provinces? For the safety of everyone on the road, ad, sidewalks, and crosswalks, ks, this should be mandatory in all provinces! Doctors have ve the power to pull a person’ss license if they believe them m to be unfit to drive. Technicians should be able to pull the plates if they believe the vehicle is unfit for the road. John Poos Guelph VW Guelph, Ont.

Thorough vehicle inspections critical to safe roads Here in Saskatchewan, the only time a vehicle needs a safety inspection is when it comes in from another province or country… but there are a lot of unsafe vehicles out there! A lot of people nowadays seem to think that maintenance means getting an

oil change and a quick inspection at a fast f lube l b place. l They h don’t realize that the car sits over a pit with all wheels on the floor, where the condition of the brakes is very difficult to assess and the “tech” simply cannot check steering or suspension parts. Yes, it’s convenient, but it’s not a thorough inspection! Herman Folgering Performance Car Centre Regina, Sask.

magazine, and had grease under their fingernails by the age of 14. The beatings we got from the old dog mechanics who trained us made us better (even though we didn’t like being treated as though we were hopeless!) and when they taught us how to do a job, we listened, and added to our arsenal of repair techniques. Unfortunately, that kind of stamina does not seem to be in the new generation of apprentices. Neither is the passion.

Pay could be part of the apprenticeship problem

Rick McMullin Ricky Ratchets Auto Repair London, Ont.

Paul Russo Daleco Motors London, Ont.

While some trades pay well, automotive service does not. After apprentices have completed their training and they’ve purchased thousands of dollars in tools, they face the challenge of continually having to update their skills and tools, handle toxic substances, and deal with liability issues. For all of that, they find themselves at the low end of trade wages! Is it any wonder there’s a shortage of auto techs?

July / August 2016

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NEWS

Recruiting more women could solve HR issues: report AIA releases report on the challenges faced by women in our male-dominated industry. By Allan Janssen AIA Canada’s senior director of industry relations says if the automotive aftermarket is serious about resolving its growing skills shortage, it needs to open its doors to more women. Speaking at the association’s third annual Women’s Leadership Conference in Collingwood, Ont. in June, France Daviault said the male-dominated aftermarket has a lot to gain by creating workplaces that are more welcoming to women. “If we’re short of skilled labor, doesn’t it make sense to look at 51% of the workforce, the women?” she said. “Doesn’t that just make good business sense?” She said women make up only 6% of the automotive industryy in Canada, and they’re least repreesented in the most technical jobs where there are acute and growing shortages. “The biggest gap is att the technician level. We definitely want to see ee more women technicians, ns,” she said. “But it’s not only about numbers or about bout recruiting more women. n. It’s about addressing the culture ulture in our workplaces that makes women feel less than welcome. That’s a huge challenge.” Improving the situation, she pointed out, would not just benefit women. “There’s a lot of research that shows there’s a direct line between more diverse workforces and increases in revenue and customer satisfaction,” she said. Daviault shared the recommendations from a new report, funded in part by the federal government, on the

France Daviault, senior director of industry relations for AIA Canada, discusses the findings of a needs assessment report partially funded by Status of Women Canada.

advanc advancement, recruitment, and retention of women in the retent Canadian automotive industry. Cana The AWAKE report says the Th aftermarket is not currently afte seen as “an industry of see choice for women,” but it ch might be if: m • employers create more inclusive female-friendly workplace cultures; w • measures measure are taken to support women, includ women including mentoring programs and networking opportunities aimed specifically at them; • efforts be taken to improve the public perception of industry opportunities for women; and • government continue to promote women’s participation in skilled trades and other male-dominated industries. The AWAKE report was informed by an online survey as well as a number of focus groups held in both English and French across the country. Comments

from the participants highlighted concerns about the acceptance and treatment of women within the industry, the impacts of workplace culture, the public perception of industry opportunities for women, and the general lack of resources for women. Daviault said two of the findings in particular need to be addressed immediately: zero tolerance for stereotyping, and a formal structure to address sexual harassment. “Those two are just givens. In order to move forward as a more inclusive industry, we need to do these things. And now that we’ve been given money from the federal government, we need to do something. We’re going be held accountable,” she said. “I can tell you that we are making waves. This industry, the automotive aftermarket, has the attention of the federal government and provincial governments. They are definitely taking notice.” The content of the most recent Women’s Leadership Conference – particularly a panel discussion on the experiences of young women in the industry – got high marks from attendees.

‘We’re not talking about promoting women over men. We’re talking about equal opportunities. That’s all.’ —France Daviault

Daviault said she wants to move future conference to other parts of the country to hear from more women and address their concerns. And she’s convinced there’s widespread support for creating a more inclusive and diverse industry. “I’ve had emails from men in the industry who are very supportive and engaged in this issue. We need that,” she said. “This is not a women’s issue. This is an industry issue, and we need to tackle it collectively.” July / August 2016

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Alberta apprentices Abe Banman and Daniel Henrie are the inaugural recipients of the Brian Kaltenbruner Memorial Tool Award, established to help apprentices prepare for a career in the repair and service industry. The apprentices – both students at Lethbridge College – received their prizes at a special ceremony at Harold’s Auto Service in Lethbridge, Alta. The awards, established by Beverly Kaltenbruner in memory of her late husband Brian, consist of a $2,500 tool certificate for the most deserving thirdyear student, and a $1,500 tool certificate for the most deserving first-year student. “Investment in good quality tools is a huge stumbling block to many students,” said Beverly. “I’m excited about the Brian Kaltenbruner Memorial Tool Award. It’s my hope that we can plant seeds of possibility into the minds of business owners across the country to support the next generation of technicians.” The award is funded by an annual personal donation from Beverly herself ($2,500) and a corporate donation from Harold’s Automotive ($1,000). Additional annual support from Snap-on Industrial ($500) and Silver Auto of Lethbridge ($500) are being invested so the fund will one day be self-sustaining. Recipients are chosen by instructors, based on their demonstrated desire for excellence and commitment to the industry. Beverly said she’d like to see other automotive service shops and supplier companies set up scholarship programs to encourage young aspiring technicians. “We hope that auto service providers across the country will realize the value of investing in the best and brightest students,” she said. “It’s vitally important for auto service providers to play a major

Beverly Kaltenbruner with first-year apprentice Daniel Henrie (left), and third-year-apprentice Abe Banman, winners of the first-ever Brian Kaltenbruner Memorial Tool Award.

part in supporting and growing their own labour pool talent, rather than simply lamenting the lack of available qualified technicians in Canada.” She encouraged the first recipients of the award to learn from Brian’s example of leadership and determination. “Be strong and personally resilient,” she said. “Never allow anyone or anything to diminish your dreams or compromise your standards. Allow your personal and business ethics to carry you to unexpected success in your career and your life.” In 2006, after having being part of Harold’s Auto since 1994, Brian and Beverly bought the business from Brian’s parents, Harold and Linda Kaltenbruner. Brian’s life was cut short in a motorcycle accident in June 2015. “Brian believed the responsibility to attract the best and brightest applicants to automotive apprenticeship programs falls to business owners,” Beverly said. Brian Kaltenbruner was well respected for his business acumen and commitment both to the community as a whole and the automotive industry. According to Beverly, he was a singularly unique and determined individual who not only had dreams, but the strength of character to turn those dreams to reality.

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NEWS

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

$5,507

Estimated cost to maintain a Toyota Prius for 10 years – the number-one spot on a list of the 10 cheapest vehicles to maintain. Several other Toyota models made the list, including the Camry (3rd), Tacoma (5th), Corolla (6th), and Yaris (8th). Rounding out the list were Kia Soul (2nd), Honda Fit (4th), Nissan Versa (7th), Scion xB (9th), and Kia Optima (10th). The Toronto Star, June 25, 2016

> $1,000

Annual carmaintenance savings claimed by the busiest do-it-yourselfers (the top 30%). About 60% of DIYers say they save at least $500 a year by doing their own repairs. About 96% of respondents report savings of at least $100 annually.

24%

Percentage of Canadians who think the greatest cost of vehicle ownership is maintenance. It’s not. The greatest cost of vehicle ownership is depreciation (identified by only 1 per cent of survey respondents). Canadian Black Book

$4.2

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1 IN 5

$246.7 BILLION

The ratio of Canadian vehicles with an unfixed recall. In the United States, the ratio is closer to 1 in 4.

Total retail value of the U.S. aftermarket in 2014 – a 3.5% increase over the prior year.

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AASA 2016 Automotive Aftermarket Status Report

1.5%

The increase in the cost of maintaining a vehicle in 2015, compared to 2014. The increase was driven primarily by higher labor costs. The overall cost of operating a passenger vehicle fell significantly in 2015, however, thanks mainly to lower prices at the pump.

DesRosiers Automotive Consultants and Ward’s Automotive Reports

BILLION

Predicted global revenue from automotive telematics systems by 2021 – up from $1.4 billion in 2015 – a compound annual growth rate of more than 19 percent. IHS Automotive Telematics Forecasts

27% The percentage of new cars purchased in the U.S. last year by the “millennial” generation (born early 1980s to early 2000s). In 2010, Millennials purchased approximately 18% of new cars in the U.S. There are approximately 80 million Millennials in the U.S. (9 million in Canada). — J.D. Power & Associates

40 meters

Extra stopping distance required by a sedan travelling at 100 km-h on a wet surface if it has tire tread of 2/32” (nine extra car lengths). If it has tire tread of 4/32” it would require four extra car lengths to stop. Hunter Engineering Company

18%

Percentage of average Canadian annual take-home pay that goes to financing a new vehicle. Globe & Mail, April 27, 2015

12 CARS

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

Oh, the things we see! You never know what you’ll find when you put someone’s ride on a hoist. By Chelsey Hattum We all see a lot of things in this business. Some of them make us scratch our heads and go “Hmmm!” Sometimes they’re impressive things like a bit of new technology that’s a joy to work with. Or it’s someone else’s mechanical handiwork. It’s always nice to see evidence that a highly skilled tech has been there before you! But more often the things that have us reaching for our cameras are strange, sloppy, or simply out of place! They’re magnificent head-scratchers that need to be documented!

Here’s a fix that was done by a customer. He didn’t like the sound of an exhaust leak, so he tried to repair it with four hose clamps and a piece of sewer pipe. Not only did this not fix the problem, but the sewer pipe melted into a sticky mess! The customer refused to pay for a new pipe and didn’t want a proper repair, so we sent him down the road to a muffler shop. See if they can talk some sense into him!

This poor customer had just had his brakes done and had driven all the way from Alaska to our shop in Moosomin, Sask. He would feel a sudden jerk whenever the brakes were applied. At first he just assumed that was how new brakes felt. But then he started hearing grinding noises, and eventually he noticed that the wheel would begin to smoke after a prolonged brake application. When we finally got it in the air, we were able to see that the bottom caliper bolt was missing, and the caliper was grinding a ring inside the rim that cut almost all the way through!

I once had an argument with another technician about the importance of cotter pins and how they’re supplied in the bags that come with certain parts because they’re meant to be used, not thrown out. This scene proved my point so well that I just had to take a picture! This customer had recently had new ball joints installed, and her complaint was that sometimes her steering wheel would yank to the left. When our journeyperson took it for a test drive he found the car almost undriveable. When it was in the air, we immediately noticed a loose nut on the ball joint on the lower control arm. I looked on the other side of the car and found the exact condition developing there. Without a cotter pin, they’d worked themselves loose. I sent this picture to my friend saying, “What happened here, I wonder!” He didn’t reply.

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S H O C KS & S T R U T S

“That wasn’t there when I looked or else I would have seen that,” he said. “You might not have because it was hidden behind this piece of ice from the snow. I had to chip it off to see, so it was easy to miss,” I said. “No big deal.” “Whatever you say, Sweetheart,” he replied. “If it can be arranged, I’d like that gentleman over there to fix it for me.” Can you believe the nerve? I told him “that gentleman over there” would do the job exactly the way I’d taught him to do it!

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The owner of this vehicle told me he though he might need an oil change because he’d noticed that the oil change light was on. When I started the vehicle, this is what I saw. I’m not sure which MIL he thought was the oil change light… but it certainly wasn’t the only warning he was getting! He had multiple broken wires, a rough-running engine, an e-brake cable that had been torn off and dragging, a bad wheel bearing, and a seat belt light that wouldn’t turn off. Ironically enough, about the only thing that didn’t need to be done was the oil. It was clean!

The owner of this vehicle had gone through a snow bank and found that his brakes had stopped working. When I brought the car in, he seemed pretty uncomfortable that a woman was going to be doing the work. He kept saying that he’d inspected the brake lines so I don’t need to. But as I walked around the vehicle I did, in fact, find a serious line break.

I’d never seen such large grooves in a rear diff before. The picture really doesn’t do it justice. It was pretty bad! We asked the customer if he’d heard any grinding sounds or any strange noises. His said, “No… but then again I always have my heavy metal music cranked up pretty loud.” I showed him the problem, but he just shrugged. He said he only wanted his oil changed and I should never have pulled the cover off the diff in the first place. As if we created this problem! In this business you have to be ready for anything, have thick skin, and document everything because you never know when a customer is going to accuse you of foul play. My word!

Chelsey Hattum is a Level-4 apprentice at her family’s OK Tire store in Moosomin, Sask.

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COLLECTIVE WISDOM

Finding Mr. and Mrs

Right Looking for the perfect customer? You may find they were in your shop all along! By Alan Beech

Dear Alan, I’m in the process of making some major changes to my business. I want to start servicing European vehicles and attract a higher-end clientele. However, I’ve hit a roadblock: I’m having trouble bringing the ‘right kind’ of customers into my shop. I know the direction my shop needs to go and I’ve seen it modeled by some successful shops. I just don’t know how to get those people through my doors! How can I attract them to my business and make sure they come back? —Jason

Dear Jason,

I commend you for having the foresight to understand where the business is going and for being willing to make the necessary changes to take it there. In order to become profitable, every business owner must come to the realization that their shop cannot possibly serve everyone. Management efforts are better spent developing a core customer base that will understand and appreciate great work when they experience it. I’m glad to hear that you’re making a conscious effort to develop that kind of customer base and to provide them with service they won’t soon forget! Unfortunately, customer satisfaction

in the automotive industry is at a low point. Owners of cars between the ages of four and 12 only rated 15% of their service visits as a 10-out-of-10. These low scores should be a wake-up call to shop owners. By not making customer satisfaction a priority, they’re letting business slip through their fingers. This is an especially important factor for you as you move into a new market. You must provide every customer who walks through your door with five-star service. About 68% of customer defection is because of perceived retailer indifference. So from the initial touch point to the very end of their appointment, you must deliver personalized

premier service if you want customer retention to continue to improve. If you were hoping to learn a new secret to bringing in the right kind of customers, I’m sorry to tell you there is none. As has always been the case, the most effective way to find new customers is through word of mouth. There’s simply no marketing campaign or discount service that builds a business faster than having happy customers who talk about how great you are. Provide every customer with excellent service that they will want to brag about. This applies to every customer – not just the ones with expensive import vehicles that you identify as your target customers. Opportunity can be found everywhere. When you begin to judge which customers will spend money with you and which won’t, you’re shooting yourself in the foot. To use a hockey metaphor, every shot on net is a scoring opportunity. The more you present your products or services, the more chances you will have to be successful in transforming your business. Every customer is a potential “perfect customer.” Take the time to build a

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relationship and explain your business model and how it will benefit them. If you’re doing a complete vehicle inspection on every vehicle (which I hope you are), it’s essential that the customer is fully aware of this, so they’re not surprised when you provide the technician’s findings. Take every opportunity to slow down the service process and communicate with your client. Make sure they’re informed and comfortable with everything that’s going on with their car.

There’s simply no marketing campaign or discount service that builds a business faster than having happy customers who talk about how great you are. Automotive customers are filled with mistrust. In general, the average person has very little knowledge of what’s going on with their vehicle. They have no choice but to take the word of the technician or service advisor. It’s your job to build trust. Be honest when providing estimates and completely open when answering questions. Digital video inspections, like those offered by services like AutoServe1 and AutoVitals, are great tools that will dramatically increase consumer trust. The real benefit can be seen in the bottom line, as the comprehensive vehicle status reports lead to increased credibility and more selling opportunities. If you want to specialize in European vehicles, you need to know what’s unique and different about them. For example, due to the very nature of these cars, repairs are usually more costly. Be prepared to spend extra time with the customer. Also, these vehicles sometimes require premium parts. Make sure your service advisors are very knowledgeable on the benefits

and value associated with using premium products. You must believe in what you’re selling so I would suggest that, if you can, you start driving an imported car yourself. This way you can see for yourself the value in the vehicle. You’ll be able to relate better to your clients. Remember, if you don’t drive a high-end car, you’re not going to speak the same language or have the same service expectations as your target customers. Transforming your shop from general service to a specialty is a great decision for your business. Specializing makes you stand out in a crowd. The worry that you’ll lose all the other car business is unfounded; people will recognize quality service. If you provide that, there will be no problems with customer retention. Ultimately, you want to become a retail destination for your target customers. Strive to meet their every need and provide a superior level of service in everything you do. Remember it’s not only your service that your customers will brag about. You also want to provide great amenities that will wow them: your showroom, coffee station, waiting area, and washrooms. All of these can be selling points for your business. When your customers start referring their friends and family to you, you’re well on your way. Yes, the perfect customer does exist, but don’t pull your hair out waiting for them to walk through the door. Work to educate your current customer base so they see the value of what you do. Be careful not to hold assumptions about what your clients are willing to spend. Treat everyone with the same level of respect, and you’ll probably find that the ‘right’ customer was there all along.

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Alan Beech is a management consultant and the owner of Beech Motorworks in Hamilton, Ont. You can reach Alan at alan@beechconsulting.ca.

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PROFILE

Sticking to the

Three years after taking the reins of Keith and James, along with their entire Tirecraft Auto & Exhaust in team, believed in the accountability to Edmonton, Alta, a couple of technimake it happen,” he said, “and they cians-turned-owners got a sign that persevered through many obstacles to they’re on the right track. get it in place.” In May, business In an interview later, Burrill and partners James Brewer acknowledged there have been Brewer and Keith challenges. Burrill were given “We had a lot of struggles this year,” the “Best of the admitted Burrill. “We had to make sure BEST” award from that we kept our heads in the game. the Automotive Aftermarket After every little mountain we went E-Learning Centre (AAEC). over, it seemed there was another The award, which measures business obstacle on the other side.” improvements in a single year among The economy was certainly a factor. shops that are part of AAEC’s Business “A lot of fleets have been holding Evaluation Support and Training back on doing work,” he said. “It’s been (BEST) program, was presented to Burrill and Brewer and their entire team during a surprise visit by AAEC president and CEO Bob Greenwood and AAEC vice-president Rui Martins. In presenting the award, Greenwood said making big advances in business requires disciplined processes, executing at a high level of professionalism, and building James Brewer (left) and Keith Burrill. “We’re very excited to be given this recognition,” says Burrill. “It a winning culture. “That’s not easy to do, but took us totally by surprise!”

PLAN

Edmonton shop is named the “Best of the BEST” by the Automotive Aftermarket E-Learning Centre. By Allan Janssen

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very important to communicate with our clients the value of maintaining a vehicle, rather than letting it go.” Brewer said following AAEC’s management lessons brought steady progress and, ultimately, financial rewards. “Consistency was the biggest factor,” he said. “That can be a struggle. It’s very easy to get off track. There’s

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always a temptation to resort to your old ways, but you have to stay consistent, and put the new lessons you’ve learned into effect.” As relatively new owners, they learned to make decisions, and then stick with them until they brought positive results. Brewer has been with the company since 2006, and Burrill since 1996. They both started in the bays under former owner Ron Grenier, but Burrill eventually moved into a management role, and later brought Brewer into the front office as well.

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The plan had been for Grenier to hand off to Burrill, but the two former techs worked so well together, complementing each other’s skill sets, that Burrill couldn’t imagine doing it alone. He proposed a 50-50 partnership with Brewer. “I knew Jim would be an excellent asset as a manager,” he said. “We’d developed a good friendship, and we both wanted to own a business. So I asked him if he wanted to go in with me.” Succession planning started in 2009, and by 2013 all the heavy lifting was done, paving the way for a smooth transition. With four licensed techs and two apprentices for the shop’s 10 bays, they rarely need to get under the hood of a vehicle anymore. But they still see the shop through technician eyes, and they enjoy applying technician sensibilities to management problems. “When the technicians see the

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nitely pay for itself.” “If you make a commitment to improving your business through management training, there’s no way you can’t succeed,” added Burrill. Greenwood said he’s been watching the company closely for some time now and he believes it is poised for solid growth in 2016 and 2017. “We’re very confident that this

particular Tirecraft store will make a difference in the Edmonton marketplace,” he said. “The bar has been raised.” For their parts, Burrill and Brewer are equally optimistic. “We will continue to push forward and change the automotive industry one client and vehicle at a time,” Brewer said.

Technician Doug Tessari.

advantages that new systems and processes can bring, they start to believe in them,” said Brewer. “It’s nice when everyone’s on board.” In fact, using AAEC principles, they’ve avoided one of the biggest challenges facing Canadian shops: the difficulty of finding and keeping skilled technicians. “We’ve been pretty good on that front,” said Burrill. “We do what we can to keep our technicians happy. When they see all the changes we’re making around here to make it a better shop, well, they appreciate it. And word of mouth gets you even more techs.”

‘There’s always a temptation to resort to your old ways, but you have to stay consistent, and put the new lessons you’ve learned into effect.’ Both believe that management training has proven its worth time and time again. “There’s no doubt business management training will be expensive if you don’t do anything with it,” Brewer said. “But if you put it into action, it’s well worth the money. It will defi-

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Ontario’s new

STANDARD

Shops are raising the price of motor vehicle inspections as new rule comes into effect. By Allan Janssen Ontario shop owners are reporting that, as anticipated, the new provincial motor vehicle inspection takes about 20 minutes longer and involves new administrative requirements. As a result, many have bumped up the price for the inspection, which is mandatory on any vehicle that changes ownership or fitness status. The long-anticipated update to the 40-year-old standard was introduced in the spring, and explained in a series of information sessions held in dozens of Ontario communities in recent months. It came into effect July 1. And while the details of the updated standard may still be a bit fuzzy to some shop owners, most agree everything will become clearer with practice. Carlo Sabucco of Sil’s Auto in Mississauga said his technicians have been using the new protocol for a couple of months now, trying to get used to it and become more efficient at doing it. “It averages about 20 minutes longer than the old inspection,” he said. “The total time probably averages an hour and 10 minutes, but it ranges from under an hour for a relatively new vehicle that’s pretty clean, to an hour and a half for an older vehicle with lots of problems.” That’s exactly what Rick McMullin of Ricky Ratchets Auto Repair in London has found. His technicians are also spending an extra 20 minutes on each vehicle. In addition, however,

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Your transmission business? there’s also the new administrative burden of typing up the findings and preparing a retail copy of the report for the customer. “The technician is busy enough and his hands are dirty, so that falls to us in the office.” He said the requirement to measure component wear so closely may lead to new approaches when it comes to obvious fails. “If you get a really rough car, and a number of things are failing, we might call it off even before it’s done,” he said. “When we see a vehicle that needs more repairs than the car is worth, we’ll call the customer and let them know. They may choose to call it off, in which case we’d just charge them for what we call a hoist check.” Ed Jagt, owner of Pro-Tech Tire and Auto in Barrie, says that while measuring

What you need to record date of inspection VIN, year, make, model odometer reading measurements technician name and TCN station name, address, phone, license number vehicle pass or fail safety standard certificate number issued tell-tales indicating a fault fuel tank level tire tread depth tire inflation pressure disc brake rotor and pad thickness drum brake shoe lining, drum diameter

components adds to the time it takes to do the inspection, it also makes the results more useful to consumers. “I like the fact that now the customer actually sees something in print. It’s much more accurate and consistent,” he said. “It’s no longer by the eye. You have to look up the specs and actually do the measurement.” He embraces the new standard, but knows some shops will shrug it off and insist on doing the inspections the old way. “They’re taking a chance, though,” he said. “If someone complains, an enforcement office will come out and do an inspection of the facility – part of which is to look at the paperwork. If they don’t have the paperwork, they’re probably looking at a fine.” There’s no doubt some people disagree with the changes, or have problems with some of the new requirements. Jagt points out that a windshield passes more easily now than it did under the old standard, and McMullin suspects a lot of shops are simply not ready for the system, or won’t bother changing their inspection process. “The ‘falsie’ inspections will still exist and the mediocre cars will still make it onto the road.” Despite extensive industry consultation, Sabucco believes there still seems to be some areas of confusion on the finer points of the standard. He’s already seen it with vehicles that have integral parking brake shoes nestled inside the center ‘hat.’ The standard calls for a visual inspection as well as a performance test. But for some vehicles, that requires pulling the caliper and rotor. “Even the ministry people have

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different answers on some of these questions. One told me a performance test in a parking lot would be sufficient. Another said if you can’t visually inspect the system without disassembly, you have to take it apart,” he explained. His solution has been to charge the owners of vehicles like that an additional fee for the additional work. “We had one exactly like that yesterday,” he said. “It passed the performance test but we told the customer we had to pull the hat off and look at it. Lo and behold, the shoes were missing completely from one side of the vehicle. It was working on the other side enough to hold it in the parking lot.” Diane Freeman, executive director of the Automotive Aftermarket Retailers of Ontario (AARO), believes some of the standard’s fuzzier details will get cleared

up as people get used to it. “There will continue to be a learning curve, but I think the majority of facilities were ready to go on Day 1 and are not having any trouble with it,” she said. She points out that there was certainly an appetite for information in the final months before implementation. More than 15,000 shop owners, service advisors, and technicians showed up at the association’s information nights, held in communities across the province in April, May, and June. Bob Lickers, a licensed technician and enforcement officer with Ontario’s Ministry of Transportation, criss-crossed the province to lead the information sessions, offering a detailed analysis of the changes and fielding questions from the thousands of facility managers and technicians who showed up.

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“There’s no secret about it,” he said at a meeting that was recorded and posted on the AARO website. “Regulation 611, Schedule 1 and 2 was an antiquated piece of legislation. It was time for something to bridge that gap to deal with technology that has advanced.” One of the biggest changes is that a road test is now mandatory. The vehicle must reach a speed of 40 km-h, and the test must include at least one full-right and one full-left turn, at least one heavy brake application, and going over a bump of at least 5 cm. The test need not be conducted on a roadway. It could be done in a parking lot (if you can reach the required 40 km-h safely). Any tell-tale indicators of a potential problem must be recorded. The government has warned it will be sensitive to public complaints about unreasonably inflated inspections. Rhonda Lindsay, manager of the business innovation team at the ministry’s Carrier Safety and Enforcement Branch, has gone on record as saying it was important to have the aftermarket’s buy-in on the changes. “The last thing we wanted was a new standard that made sense to government but made no sense to people on the floor,” she said at an information meeting in Burlington late last year. Approximately 33,000 technicians at more than 12,000 stations across the province are qualified to do the inspection. The new rules can be viewed online at www.Ontario.ca/mvis. The approach to vehicle inspections varies across Canada. Ma n i t o b a , Ontario, and Newfoundland require safety inspections on all used cars changing hands. British Columbia, Alberta, Saskatchewan, and Quebec only require inspections on vehicles being brought in from other provinces. Prince Edward Island and New Brunswick require annual safety inspections, while Nova Scotia requires inspections every two years.

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3 * 24 months/unlimited km limited warranty applies to most car and light truck Genuine Ford/Motorcraft ® Parts and Ford Genuine Accessories, purchased from Ford or Ford Lincoln dealers, that are found to be defective in material or workmanship. Parts and labour (up to a maximum of $150) covered for wholesale parts/accessories. Part and/or accessory failure due to: abuse, misuse, neglect, alteration, accident, racing; improper lubrication, repair, or installation; use in applications for which they were either not designed, or functionally intended, or not approved by Ford Motor Company of Canada, Limited; cleaning, adjustment or replacement as a part of normal maintenance; or failures caused by non-Ford parts, are not covered under this warranty. See your local Ford Store for complete coverage details and limitations. ^36 months/unlimited km limited warranty on New and Remanufactured Gas Engine Assemblies (6006, 6V012, SLGB, LGB) and Transmission Assemblies (7000, 7V000, 7002, 7003,TRM), purchased from Ford or Ford Lincoln dealers for cars and light trucks, that are found to be defective in material or workmanship. Parts and labour (up to a maximum of $150) covered for ‘over-the-counter’ parts/accessories; labour is covered for engines/transmission assemblies (max. of $150 does not apply). The warranty does not cover parts or accessories that fail due to abuse, misuse, neglect, alteration, accident or racing or which have been improperly lubricated or repaired, improperly installed, or used in applications for which they were either not designed, or functionally intended, or not approved by Ford Motor Company of Canada, Limited or are cleaned, adjusted or replaced as a part of normal maintenance or failures caused by non-Ford parts. In the Province of Quebec, none of the following limitations and exclusions will exclude or restrict the warranty provided for in sections 37 and 38 of the Quebec Consumer Protection Act. To the extent allowed by law, loss of time, inconvenience, loss of use of the vehicle, commercial loss, or special or consequential damages are not covered. There is no other express warranty, agreement or representation on Ford supplied replacement parts and accessories. Any implied warranty or condition as to merchantability or fitness is limited to the duration of the written warranty. See your local Ford Store for complete coverage details and limitations. Motorcraft ® is a registered trademark of Ford Motor Company ©2016 Ford Motor Company of Canada, Limited. All rights reserved.

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TALKING TECH

Exhausting developments While some vehicle manufacturers are starting to integrate the exhaust manifold into the cylinder head, Mazda’s going a different route with its SkyActiv technology. By Jeff Taylor

he exhaust system on today’s vehicles completes more functions than most people think… and certainly more than it was initially designed to do way back when! Yes, it silences the noise created from the combustion event and directs the hot spent gases to the rear of the vehicle so they can safely escape out the tailpipe. But the modern exhaust arrangement and the technology involved is now much more complex than it used to be. In fact, the exhaust system is given significant consideration when the engineers are designing – or redesigning – an engine. It affects power, torque, emissions, sound quality, packaging, and a host of other things that the average tech or consumer would give little thought to. The power and efficiency of the modern engine are highly influenced by the type and style of exhaust system that is bolted on, particularly the exhaust manifold. On this point, the major vehicle manufacturers are currently pursuing two different paths… and those paths go off in completely opposite directions! Some manufacturers have chosen to remove the exhaust manifold altogether. Others are using a highly specialized exhaust header. Both designs have similar goals in mind: more power, fewer emissions and better fuel economy.

Removing some parts The heavy cast-iron exhaust manifold was cheap to build. And although it has

been used for many years, it isn’t been particularly efficient. Some manufacturers still use it with good results. But others, like GM, Honda, Chrysler, and Ford to name a few, have chosen to remove the exhaust manifold from their engine architecture. It’s now integrally designed into the cylinder head. There are a number of reasons for doing this: fewer parts, lighter weight, thermal efficiency, and faster convertor light-off. Removing the exhaust manifold also lowers the part count required on the engine assembly, and it reduces the complexity of the cylinder head design. There’s less machining to be done, and less chance for leaks with only one port per head. Without a heavy cast-iron manifold, the weight of the overall engine is significantly reduced (by about 5.9 kg, or 13 lbs, on the GM 3.6 V6). In addition, there are fewer fasteners and gaskets, which reduces the weight even further, eliminates some pesky parts, and improves overall vehicle efficiency while reducing manufacturing costs. Integrating the manifold into the head reduces the overall heat loss and heat transfer by minimizing the surface area of the exhaust system under the hood. In other words, there’s more heat retained in the engine. With improved cooling jacket and coolant passage design, the engine warms up faster, simply by using the heat that would

This GM engine shows the 1 port that allows the exhaust to leave out a single port without an exhaust manifold. Photo courtesy of GM.

have been lost under the hood through the manifold. The faster the engine reaches operating temperature, the fewer emissions it makes and the better it is on fuel. And as an added bonus, you get increased driver and passenger comfort in the winter because the cab will heat up faster. But the real benefit of a faster warm-up is better engine durability due to the reduction of thermal stresses. The different expansion rates of dissimilar metals can cause exhaust leaks and broken fasteners. This is perfectly illustrated when an aluminum cylinder head is used with a cast iron exhaust

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GM cylinder head showing the single port where the exhaust pipe mounts.

A Chrysler V8 cast-iron manifold and the heat shield used to reduce underhood temperatures. Photo courtesy of FCA.

Photo courtesy of GM.

manifold. GM V8s, Ford 4.6 V8s, and Chrysler Hemi engines come to mind! But with the integral exhaust manifold design, the entire engine is brought to ideal temperature sooner, leading to a substantial decrease in overall engine wear and an increase in its efficiency. Removing the exhaust manifold allows the catalytic convertor (or convertors) to be moved closer to the engine. This arrangement is often referred to as “close-coupled.” This location means the heat left over from combustion can heat up the convertor substrate fast. Close-coupled catalysts are mounted immediately after the engine exhaust exit, allowing the catalyst to start working within seconds of engine operation. The faster the convertor reaches its light-off temperature, the earlier it can start to work and the more effective it will be at reducing emissions compared to the traditional downstream underbody location. This faster convertor light-off is particularly effective during a cold

start, when the engine makes the most pollution. Ford takes advantage of an integral exhaust manifold on its newer 2.7 V6 EcoBoost engine. The turbos on this engine’s are bolted onto the cylinder head, giving them maximum exhaust pressure and exhaust temperature. There are more advantages to an engine without exhaust manifolds. The engine’s more compact design requires less under hood space and this means the body designer can make changes that result in less aerodynamic drag and better body airflow. It also means the engine will be quieter, especially at idle. So GM, Honda, Chrysler, Ford, and others have all embraced the integral exhaust manifold design. Which manufacturer has chosen a different path? Well, that would be Mazda.

The specialized header Mazda is now incorporating a massive exhaust manifold/header assembly into its engines as part of the “SkyActiv” system.

GM’s 3.6L V6 cylinder head: before and after. One head has an exhaust manifold. The other doesn’t. (All the deleted parts are shown.) Photo courtesy of GM.

The 3.6L V6 Chrysler engine, used in many newer models, does not have an exhaust manifold. Photo courtesy of FCA.

Typically when a cylinder’s exhaust valve opens, the exhaust is forced out into the exhaust manifold. If the exhaust valves of neighboring cylinders are open (and if the manifold has a common runner), the exhaust gases can be forced into those cylinders, robbing them of efficiency. The introduction of hot gases can cause pre-ignition by raising the actual combustion chamber’s initial operating temperatures. And with a high-compression engine (the Skyactiv Mazda engine runs at 13:1 but was designed for 15:1), the last thing the engineers wanted was pre-ignition! Mazda decided to focus on harnessing the scavenging power in its exhaust gases. An engine will benefit from two types of scavenging: inertial (slow) and wave ( fast). The header design has an effect on both types of scavenging.

Inertial scavenging This starts with the opening of the exhaust valve, as the exhaust gases rush out of the cylinder into the header. Even with the large pressure differential from the cylinder to the exhaust manifold (as much as seven times atmospheric pressure), the exhaust gases travel relatively slowly, at about 329 km-h (300 feet per second). As the inertial exhaust pulse expands and travels down the length of the first primary pipe, it will begin to cool and slow down. But behind it, it’s creating an area of low pressure, generating a “pull” or “scavenging” effect. July / August 2016

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TALKING TECH

The Mazda SkyActiv engine with the header attached, again showing its size. Photo courtesy of Mazda USA.

The workings of the 4-2-1 exhaust system. Illustration courtesy of Mazda USA.

Wave scavenging

specialized header to take the exhaust gases away from the cylinder head. The Mazda header uses four individual specific-length pipes, then pairing them up (again a very specific length) and then pairing them up again in the 4-2-1 design. This effectively harnesses the scavenging energy to increase power and efficiency. This unique exhaust system takes up a fair bit of space and places the catalytic converter a long way from the engine. So during cold starts, the engine will actually retard the ignition timing, and change the injector’s strategy (stratified charge) to aid in the warming up of the catalytic convertor. This warm-up mode can be heard on a cold start. The engine changes tone and seems to labor for a short while… but this is actually a normal designed condition. Along with all the other technology in the Mazda Skyactiv package, Mazda was able to achieve an estimated 15% increase in fuel efficiency and The Mazda SkyActiv exhaust header, showing how big torque compared to that and intricate that it is. If you look closely, you can see the produced before they catalytic in the pipes. turned to Skyactiv Photo courtesy of Mazda USA. technology. This has nothing to do with the movement of exhaust gases inside the header pipes. Rather, it deals with the sound waves that are created by the cylinder and the combustion event. These sound waves, created when the valve opens, travel fast. They move 1690 km-h (18,500 inches/sec). When this sonic wave arrives at the end of its primary pipe, it creates a negative shockwave, which can be harnessed to create a low-pressure area at the back of the exhaust valve just before it opens. It creates, in essence, a sonic scavenging effect. Mazda’s exhaust system uses a highly

Both of these exhaust handling methods achieve the goal of reducing emissions and fuel consumption, while maintaining or increasing power and torque. So which is best? Well, there’s a lot of chatter about that. Purists will say the manifold-less Honda engine raids about 20 hp. Others will argue that the same engine is superior because of its quieter operation and faster cabin warm-up. Other more unique methods are being used to harvest the free power of effective scavenging. For example, the flat-plane crankshaft design used on the 2015/2016 Ford Mustang Shelby GT350 and GT350R allows for better exhaust scavenging than the traditional cross-plane crankshaft design. Sure, the engine has more vibration, but by separating the exhaust pulses of each bank of cylinders 180 degrees, it dramatically improves engine breathing and the exhaust sound that it makes. The bottom line is that exhaust is a key consideration when it comes to engine management, and it is completely understandable that engineers are spending a lot of time and effort trying to perfect its performance. Jeff Taylor is a former ACDelco Technician of the Millennium winner and the Canadian Technician of the Year for 2005. He’s the senior tech at Eccles Auto Service in Dundas, Ont.

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THE 2016 SEARCH IS ON

for an outstanding representative for our trade. Are you someone who deserves this coveted recognition, or do you know someone who is?

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2016-07-12 3:42 PM

PRODUCT FEATURE

Illuminating OPPORTUNITIES

New lighting technologies that transform the way drivers see are boosting replacement, upgrade, and maintenance sales. By Allan Janssen Transport Canada recently launched a campaign to remind Canadian drivers of the importance of having proper vehicle lighting at all times. In that sense, they’re taking a page from the playbook of successful automotive service shops that have made lighting checks a routine part of their vehicle maintenance inspections. Transport Canada’s “See and Be Seen” campaign discusses the rationale behind daytime running lights (DRLs), and urges drivers to use the “automatic headlight” option if their vehicle is so-equipped, so that their external and dashboard lights come on not just at night, but whenever visibility is compromised. The new rule of thumb, Transport Canada suggests, is, “If in doubt, turn them on!” It’s yet another example of how automotive lighting has evolved over the last hundred years. From oil lamps to laser-guided lights, technology is completely changing the way drivers see the road ahead. And for the aftermarket, that means opportunity. According to a study released by Transparency Market Research (TMR) in April 2015, there’s a significant shift toward new lighting technologies. Evolving regulations in Europe and North America have begun moving vehicle manufacturers away from older technologies and into new energy-efficient and highly engineered alternatives. It’s all leading to the so-called ‘smart’

system which would integrate an array of sensors and vehicle-to-vehicle (V2V) communications to ensure accurate positioning of lights during cornering, parking, and encountering approaching vehicles at night. A far cry from the old-style of ‘dumb’ lights, these high-tech systems would utilize computer algorithms to better illuminate the roadway, detect potential risks, and provide earlier warnings of danger to the driver in real-world scenarios.

As vehicles with newerstyle lighting options accumulate miles, replacing damaged or failed units will become an increasingly important part of general maintenance. The ultimate goal, of course, is to lower the probability of traffic accidents – a safety message that resonates with vehicle owners. TMR’s report on automotive lighting systems looked at the global market, size, share, growth, and trends, offering forecasts through to 2021. Among the good news for aftermarket shops is that vehicle owners are becoming more aware of the importance of having a properly functioning lighting system. Light-emitting diodes (LEDs),

high-intensity discharge (HID) xenon, and halogen have become standard on the majority of new vehicles. Their popularity has caught on in the aftermarket not just because of their energy efficiency, but also because of their longevity and their relatively low cost of use over time. More expensive at time of purchase (with associated higher margins), these options are striking a chord with vehicle manufacturers and drivers alike because of how long they last. And while LEDs are still mostly used for in-cab applications (such as backlighting dashboards, displays, and indicator lamps), their use in external lamps is steadily increasing. Right now, external LEDs are more commonly used in rear lights, but their use in daytime running lights is expected to dominate within the next few years. As vehicles with newer-style lighting options accumulate miles, the opportunity to replace damaged or failed units will become an increasingly important part of general maintenance. Older vehicles, meanwhile, still require ongoing lighting maintenance. Headlights dim over time, and drivers need to be reminded that they may have gotten used to degraded illumination. Bulb replacement and lens cleaning will make a dramatic and immediate difference in how much they can see. For the aftermarket, the time has never been better to make a case for newer-style premium headlights, particularly where customers are unhappy with their vehicles’ standard lighting. With the pace of technological change and a keen focus on road safety, lighting is an increasingly lucrative maintenance item – one that should be a standard part of any vehicle inspection. July / August 2016

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BAYWATCH BA

LED hutch lights Mac Tools has strips of LED hutch lights that are motion activated and can be set up in

daisy-chain sequence. The kit comes with the lights and sensor but can also be purchased without the motion-activated sensor. Lights activated by sensor stay on for five minutes. The LED strip contains 15 SMD LEDs and comes with two neodymium magnets for easy mounting. An individual on/off switch for each strip will override the switch on the sensor box. Kit includes LED strip, jumper cord, motion sensor box and UL AC wall adapter. www.mactools.ca

Brake pads

Reman HID ballasts Cardone Industries has released new A1 Cardone Remanufactured HID Ballasts. According to Cardone, high intensity discharge headlights are quickly becoming the standard but the location of the ballast causes internal components to fail more quickly than normal. Cardone says its remanufactured High Intensity Discharge Ballasts are a lower-cost alternative to OE replacement units. All internal circuit boards are tested and each unit comes ready to install with an easy, plug-andplay design. www.cardone.com

Belt wear gauge Gates says its Belt Wear Gauge was designed with input from service technicians to give instant pass-fail results on the status of automotive belts. The tool allows techs to determine the condition of todayâ€™s serpentine belts, which tend to wear gradually, without showing visual signs of degradation. www.gates.com

Federal-Mogul says its new Wagner OE X brake pads offer shorter stopping distances for pickups, sport utility vehicles, and crossovers. The pads were tested by more than 450 technicians who participated in an extensive pre-launch program. The Wagner OEX offering includes 114 custom-shaped, application-specific pad designs covering 95 percent of pickups, SUVs and CUVs. The pads are designed for cooler operation, and generate minimal dusting. www.WagnerBrake.com

Diagnostic tool Mahle Service Solutions says its new TechPRO diagnostic scan tool was designed to be easy to use and quick to launch The device can decode a vehicle identification number in seconds with a single click. A scan of vehicle wide diagnostic trouble codes on all modules takes 30 seconds or less with the Bluetoothenabled vehicle communication interface. It was designed to be used with a tablet, laptop or desktop computer, so extra hardware is not necessary. Service information is just a click away, and all vehicle data and software updates are downloaded automatically. www.servicesolutions.mahle.com

Diff kit catalog NTN Bearing Corporation of America has released the 2016 NTN Bower Differential Service Kits Catalog. The catalog indexes repair solutions for powertrain rebuilder customers, including heavy duty differential kits for popular OEM manufacturers such as DANA, Eaton, Freightliner, Mack, and Meritor. The catalog includes quickly look-up (either by kit or axle), new bearings and seals sections, and a new interchange section. www.TheBCAHub.com

MAF sensor cleaner Penray has introduced a new cleaner for mass air flow (MAF) sensors. The company says aggressive solvents like carburetor cleaners can damage delicate plastic pieces. Penray 2520 is specially formulated to effectively clean the sensitive component without harming plastics, coatings or adhesives. Once the sensor is removed from its duct, several sprays of Penray 2520 will quickly dissolve deposits, so the full length of the wire is once again free of contamination. Newly exposed to the rush of incoming air, the sensor is able to perform its job properly and accurately. www.penray.com

Brake line expansion Tenneco has expanded its Monroe Brakes product line to include dozens of new Total Solution and Monroe ProSolution pad sets offering combined coverage of more than 53.2 million additional latemodel European, Asian and North American passenger vehicles. These new numbers represent the beginning of an aggressive coverage expansion planned for 2016. www.monroebrakes.com

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Full-function scan tool The latest edition to the Snap-on Ethos family of scan tools is the Ethos Pro full-function scan tool (part

number EESC331). It comes standard with OEM-specific coverage and functions such as functional tests, codes, data, service resets, bidirectional controls, and adaptions and relearns to validate repairs and finish the jobs that others only start. It includes OEM-specific coverage for over 100 systems and 47 domestic, Asian and European makes for vehicles as far back as 1981. www.diagnostics.snapon.com

Compression stabilizer links

brings the overall lineup to over 916 part numbers. www.vdo.com/usa

Mevotech has announced an expansion of its TTX Terrain Tough product line to include compression stabilizer links. Designed and tested to rigorous standards, these stabilizer links are engineered to deliver superior performance under extreme load and weather conditions. TTX compression stabilizer links offer enhanced bushings, extended lifecycles, and unsurpassed durability. www.mevotech.com

Fan assembly coverage Continental Commercial Vehicles & Aftermarket has expanded its line of VDO Fan Assemblies with 11 new engine cooling fan assemblies for latemodel import vehicles. The added coverage includes Mini Cooper 20072012, Toyota Rav4 2006-2012, and Mazda Miata 2006-2013, as well as other popular import applications. The addition of these new fan assemblies

July / August 2016

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Visit us on the WEB!

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BA B AYWATCH

TPMS catalog Continental Commercial Vehicles & Aftermarket, manufacturer of VDO OE-engineered instrumentation and replacement parts, has just released its new 2016 VDO TPMS Replacement Parts Program catalog. In addition to the latest application validations for VDO REDI-Sensor Multi-Application TPMS sensors and VDO TPMS OE sensors and service kits, the catalog features an application section and an illustrated buyer’s guide with individual listings for REDI-Sensor multi-application sensors, OE sensor assemblies and service kits. Overall, the VDO REDI-Sensor program now covers over 89 million vehicles. www.redi-sensor.com

Rotor, drum and hydraulic coverage Wagner has expanded its application coverage advantage on 464 brake rotor, drum, and hydraulic part numbers for a combined total of nearly 160 million registered vehicles. Enhanced rotor coverage is attributed to 84 premium Wagner E-Shield brake rotors covering more than 41 million vehicles in operation (VIO). Wagner E-Shield protective coating technology prevents unsightly corrosion and inhibits the rotor from corroding to the hub, providing easier removal of the rotor for service. The latest coverage expansion includes enhancements to 324 Wagner brake hydraulic part numbers with combined coverage of more than 90 million registered vehicles. The company also expanded its industry-leading line of Wagner brake pads to an additional 4.2 million registered, late-model vehicles. www.wagnerbrake.com

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Federal-Mogul Motorparts has expanded its Moog line of steering and suspension parts, driveline components, and wheel hub assemblies to

include 42 additional parts that together address more than 38.5 million potential vehicle service opportunities. Among the new parts are two aftermarket firsts: a lower ball joint for the 2014-2016 Hyundai Elantra and 2012-2016 Hyundai Veloster models, and a front left lower rear control arm bushing for 2007-2011 Ford Edge models. The latest Moog control arm and assembly part numbers provide coverage of more than 1.3 million passenger vehicles registered in the U.S. and Canada. www.MOOGParts.com

Fuel system parts

Fast-raising lift

Carter Fuel Systems has introduced 12 new part numbers covering a series of model year applications ranging from 2005-15. Extending coverage to reach 6.2 million additional passenger vehicles, the new part numbers include seven high-pressure gasoline direct injection (GDI) mechanical fuel pumps and five fuel pump module assemblies. The new part numbers fit popular models such as the Volkswagen Jetta, Jeep Cherokee, Ford Edge, Ford Focus, Hyundai Santa Fe, Hyundai Sonata, and Honda Accord. www.carterfuelsystems.com

Rotar y Lift ’s Shockwave technology is now available on the 12,000-lb. capacity SmartLift in-ground lift, making it possible to service pick-ups, work trucks, and vans twice as fast as with conventional lifts. The SL212 SmartLift inground lift can raise a vehicle 83 inches off the ground in just 30 seconds and lower it in 19 seconds flat. Getting the vehicle positioned on the lift is also made easier with “Spotline,” a patent-pending spotting guide that projects a green laser line down the center of the bay. www.rotarylift.com

Brakes guide

Service dealer guide

A comprehensive new brake system diagnosis and repair guide for professional technicians is now available from Tenneco’s Monroe Brakes brand. The 16-page, illustrated, free publication, “A Professional Technician’s Guide to Brake Service,” includes in-depth information regarding the evolution of automotive brake system technologies, as well as proven steps for identifying and correcting common brake performance issues. It includes detailed diagrams, as well as recommended steps for fast, complete repairs. www.monroebrakes.com

Cardone has launched its 2016 “Solutions from the Bench” Service Dealer Guide, featuring new product solutions and installation tip videos. The new products include a mix of brand-new and remanufactured products, such as: air suspension products, auxiliary coolant pumps, performance brake kits, auxiliary coolant pumps, variable valve timing solenoids, diesel particulate filters, drive axle assemblies, high intensity discharge (HID) ballasts, and turbochargers. www.cardone.com

Steering and suspension

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$'9(57,6(5 ,1'(; ...continued from page 38 “Great!” I said. “Let’s pull a valve cover and check it out.” Basil raised an eyebrow. “I wish it were so simple. This is Toyota, not GM. On this engine, you have to remove the intake manifold to gain access to the PCV valve.” He wiped his hands with a clean rag. “I have one more test I’d like to try.” The test involved a baby food jar, with two hose nipples in the lid, plumbed into the PCV hose between the PCV valve and the intake manifold. After a quick donut run, we opened the hood and took a look. There were already two ounces of oil in the jar. “Okay,” declared Tooner, reaching for the donut box. “After coffee, we’re going deep.” Beanie found a PDF file on the Internet describing the workings of Toyota’s 4.6L engine. It included a cut-away of the PCV separator case, a plastic device located between the cylinder block and the intake manifold, into which the PCV valve was seated. “They use it to separate out the engine oil included in the blow-by gas,” explained Beanie. “It’s called an inertial impaction system, meaning that blow-by gas containing engine oil comes in via the front passageway, hits a plate inside the separator which causes the engine oil to adhere and accumulate on the plate. Then gravity makes the oil drip down and return to the crankcase through the drain hole at the back. The rest of the blow-by gas is then sucked out through the PCV valve.” Removing the oil separator revealed a bad case of oil sludge build-up. The hose connecting the separator case at the front of the block had two 90-degree bends, and both were plugged. The result was that the separator was keeping too much oil inside it and flooding the PCV system. Basil removed his reading glasses. “Sometimes those ‘little old lady’ specials are not really so special.” A new separator and PCV valve solved Rep’s smoking problem, but we were still no further ahead with Quigley’s. Finally I just asked him straight out. Quigley flicked some ash into an empty tin can. “Yeah, I thought I’d quit for good. But I didn’t count on this happening.” “What happening?” I asked. “Weight gain? Too much stress?” Quigley grinned sheepishly. “No. Meeting my new girlfriend.” “Uh… I’m not following.” “She’s a confirmed smoker,” he explained. “So that meant I had to start smoking again as well.” “Whatever for?” “Self defense,” he replied. “Have you ever kissed a smoker when you’re not one yourself ?” I shook my head. “You’re lucky,” Quigley chuckled. “It’s like licking an ashtray.” Rick Cogbill is a former shop owner in Summerland, B.C. Special thanks to Tom Coyle, owner and technician at Tom’s Garage in Rochester, Mich. for supplying this month’s vehicle fix.

AIA Canada ....................................................36 www.OEM2TECH.COM Aisin Group ....................................................20 www.aisinaftermarket.com Blue Streak Hygrade ....................................... 3 www.bluestreak.ca BMW Group ..................................................... 4 www.bmw4ir.ca Carter Fuel Systems ....................................18 www.carterfuelsystems.com Chevron Canada Limited ..............................11 www.HavolineProDS.com Denso North America ..................................... 8 www.densott.com Dorman Products ............................................ 6 www.DormanSweepstakes.com Ford Motor Canada .......................................25 www.ford.ca Mister Transmission .....................................23 www.mistertransmission.com Monroe Shocks and Struts ...........................15 www.monroe.com MOPAR Canada .............................................13 www.mopar.ca Philips Automotive Lighting .........................24 www.usa.philips.com

Promax Auto Parts Depot .............................10 www.autopartsdepot.ca Purolator ........................................................21 www.pureoil.com Snap-on Tools Canada .................................... 2 www.snap-on.com Total Lubricants ............................................35 www.total-canada.ca VL Communications ......................................29 www.vlcom.com Walker Exhaust ............................................. 17 www.walkerexhaust.com Wix Filters .....................................................39 www.wixﬁlters.com WORLDPAC ....................................................33 www.textar-worldpac.com WORLDPAC ....................................................40 www.worldpac.ca/simple1

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John Fraser

Smoke Signals Slim and the gang learn that where that where’s smoke there’s a dilemma. by Rick Cogbill I consider myself a budding linguist because I can count to five in three different languages. But I sure wasn’t getting this particular message… maybe because I’ve yet to find a translation app for smoke signals. There was a cloud of white smoke hovering above the stack of used tires out back. And, with all the combustible chemicals around the shop, I just had to investigate. What I found surprised me. “Hey, I thought you’d quit!” Quigley pulled the cigarette from his lips and blew another smoke ring skywards. “Yep. I sure did.” He didn’t elaborate further, so I left him to his break. But the others had also noticed. “I just saw a pack of smokes on the dash of Quigley’s car.” Tooner spat a wad of sunflower seeds towards the trash can; about half of them made it in. “I thought he’d put that filthy habit behind him.” Basil eyed the dirty floor with disapproval. “Apparently some habits are difficult to break.” “A returning smoker?” Beanie was intrigued. “I wonder what it means?” “Maybe it just means he likes smoking,” I suggested. “I doubt that. He was proud of quitting.” Basil replaced his ratchet neatly into his tool box. “No, we’re witnessing the time-honored phenomenon of cause-and-effect. Things happen for a reason.” “Gotta be a pretty good reason,” said Tooner. “If Quig did fall off the wagon, I’m betting he was pushed.” It was time to quit talking and start working. In front of us

was Rep Tyler’s newest truck, a 2010 Toyota Tundra equipped with a 4.6L V8 engine. It was perfect for getting to all his favorite fishing holes. “She’s a real pretty rig,” Rep said proudly when he dropped it off. “Never been abused. Owned by a little old lady up Kelowna way.” “So what’s the problem?” Rep wrinkled up his nose. “She’s kinda smoky once in a while.” The smoking occurred hot or cold on initial start-up, yet it appeared to use very little oil. “Sometimes it hardly smokes at all, and other times it’ll kill all the mosquitos within a hundred feet of my campsite. But after I drive about a quarter mile, she perks right up and you’d never know anything was wrong.” We’d done a compression test, but the truck passed. There was no sign of oil burning on the spark plugs. And a borescope down the throttle body failed to reveal any oil puddling in the intake manifold. During a road test, Tooner even tried some heavy deceleration tactics to try to make it smoke, but there was nothing. “Rep’s right,” Tooner concluded. “It only happens on start-up.” He spat a mouthful of chewed seeds into a shop rag before stuffing it back into his pocket. “I was kinda thinkin’ valve stem seals or rings, but I ain’t so sure.” Basil agreed. “Seems to me that certain recent GM vehicles had PCV problems with symptoms similar to this. The baffle plates in the valve covers were not sealed properly, allowing too much oil to collect under the PCV valve.” ...continued on page 37

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