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CANADIAN AUTO REPAIR & SERVICE MAGAZINE

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DEPARTMENTS Letters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Eye Spy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 In the News. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 By the Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Baywatch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Advertiser Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 The More Things Change . . . . . . . . . . . . . . . . . . 30

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SERVICE NOTES CANADIAN AUTO REPAIR & SERVICE MAGAZINE

EDITOR | Allan Janssen (416) 578-1586 allan@newcom.ca CONTRIBUTORS | Les Dobos, Bob Greenwood, Jeff Mowatt and Doug Taylor ART DIRECTION | Tim Norton/Elaine Borg (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 | Rosemary de Freitas 416-510-6844 rosemary@newcom.ca CIRCULATION MANAGER | Lilianna Kantor (416) 614-5815 lily@newcom.ca

CARS magazine is published six times a year 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 2019. 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 Old to protect the publisher against legal action based upon libelous or version 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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Turning talk into action No one thinks solving the current labour crisis is child’s play… but there are similarities. By Allan Janssen There must be modern games like Don’t Break the Ice and Ker-Plunk but I don’t know them. So at the risk of dating both you and me, I will have to start this essay discussing these once-popular children’s games. The idea behind them, of course, was that repeated, seemingly insignificant modifications would eventually lead to massive and irreversible change. We didn’t realize that’s what we were learning. We were little. But the lesson was there if you looked for it. Remove too many straws and the marbles will fall. Remove enough blocks and the ice will break. When we grew older, we came to know this as the “trigger effect” or the “domino principle” or the “tipping point.” Whether you’re talking about marbles or geo-political governance, it’s possible to cross an invisible threshold beyond which change is not only likely, it is inevitable. With any luck, we’re headed for the tipping point that will bring a flood of much-needed labour into the skilled trades. The Canadian Apprenticeship Forum (CAF) is doing what it can to remove the straws and ice that hold back the deluge. It recently wrapped up a cross-country tour designed to build on a momentum of ideas and conversation, and turn it into a working strategy to solve the problem. Executive director France Daviault – a former vice president of the Automotive Industries Association of Canada, and no stranger to the challenges the aftermarket faces with regard to skilled labour – spoke plainly about the tipping point she’s working toward. “I don’t know what the catalyst will be that finally turns what we know into

action,” she told participants at one of the tour’s final community consultations. “I don’t know what will break through the logjam, but it can’t come soon enough!” Indeed, a recent CAF report estimates that at least 167,000 new apprentices will be needed in the top Red Seal trades across Canada within the next five years to meet the demands of their industries. The growing crisis has spurred much talk in break rooms, union halls, and classrooms. Each of the community consultations hosted by CAF brought back the same talking points and questions: • How do we improve completion rates? • Can we remove barriers to entry, like the high cost of tooling? • Why can’t we simplify the registration process for apprentices? • How do we communicate the fulfillment that comes from working with one’s hands? • Can we position the trades so they’re more attractive to young people? “I get that we’ve all been talking about this forever,” Daviault said. “As the need becomes more dire, and as businesses start having to turn away work because of a shortage of labour, perhaps when we put our heads together, we’ll identify some tactical items that we can all benefit from,” she said. Every small effort and each local program has the effect of removing another of the many straws that holds back the marbles. I applaud the CAF for keeping the talk going until truly unique ideas reveal themselves and a co-ordinated plan of attack emerges. I want to hear what you think. You can reach me at allan@newcom.ca.

October 2019 5

LETTERS Value is measured by more than price When we have customers price-shopping between our shop and the dealers, we come in very close to the same price. But then we inform the customer that our quotes are “all in” including parts, fees, and taxes. We always use quality parts with premium warranties, and we let the customers know that our focus is to preserve the value of their vehicles. We’re so busy we can barely keep up! Kirbside Auto Repair, Oak Bluff, Man.

We have to be more professional The major problem with charging dealer prices is within our own community of aftermarket shops. There’s always someone on the next street over willing to do the job for less, and they’ll tell the customer that you’re ripping him off. We need to behave like professionals!

Declining parts quality is a serious issue

Our story about a Kukui webinar that examined how labour rates at independent shops compare to dealership rates drew some interesting response. Check it out at: tinyurl.com/kukui.

George Kean, OK Tire, Elmvale, Ont.

We beat dealers on personal service The real advantage that independent shops have over dealerships is their people skills. Customers like to be treated like human beings. Addressing their concerns directly solidifies the relationship. Customers find it difficult to talk with someone at the dealership. Most calls go to voice mail. My shop labour rates have been higher than the local dealerships for several years now and I rarely get push back, as long as the customer is being treated fairly. Bob Ward, The Auto Guys, St. Thomas, Ont.

Silicone treatment Jamie Weisler of Elgin Transmission in St. Thomas, Ont. was amused by the back-yard cooler line repair he discovered on this 2008 GMC Sierra. “It seems someone thought it would be easier to silicone these lines than replace them!” he says. The silicone was applied directly over the plastic shielding. “Red Green would be proud!” he says. Have an interesting picture to share? Send a high-resolution image to allan@newcom.ca

It seems aftermarket part makers are no longer capable of providing quality products to independent service shops. I’ve been in this business for over 42 years and I’ve watched aftermarket parts – even from name brand suppliers – steadily slip in quality. I used to be proud to tell my customers that the parts we install are OEM quality or better. Sorry, but I can’t say that anymore. I’m now switching suppliers due to the fact that the jobber we’ve used for 50 years, can no longer provide us with quality parts. Buying from OEM dealers has become the only way to ensure quality parts for our loyal customers. I’ve talked to other shop owners in my area and they all feel the same way. I believe this is the biggest issue facing our industry. Don Brady, Airway Automotive, Garson, Ont.

N.S. needs to make changes to solve MVI problems Your story on fake safety stickers in Nova Scotia raises so many questions. Who is responsible if a vehicle with an illegal sticker gets in an accident? Why are people allowed to drive with a rejected MVI for two weeks? Why are licensed techs forced to reinspect cars that customer repaired themselves, at no cost, putting their own name to on someone else’s work? Why is the MVI not electronically connected, so police know what shop and what technician did the inspection? How is a two-year inspection interval good for everyone? One person might do 20,000 km per year and another might do 60,000 km per year. There are a lot of issues around the MVI! Jean-Paul Belliveau, JP’s Garage, Dieppe, N.B.

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

6 October 2019

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E V E R Y D AY. E N H A N C E D . P E R F O R M A N C E . ÂŠ2019 Brake Parts Inc LLC. All rights reserved. RAYBESTOS and THE BEST IN BRAKES are among the registered trademarks and trademarks of BPI Holdings International, Inc.

NEWS New ‘Repair It Right’ program issues rallying cry for unity By Allan Janssen

Automotive consultant Bob Greenwood made an impassioned plea for a unified approach to OE service information at the official roll-out of the Repair It Right program.

Organizers and supporters of the new “Repair It Right” program have issued a rallying cry for industry unity over access to service information. About 35 people – representing provincial and national associations, parts distributors, manufacturers, repair chains, and trade publications – gathered in Mississauga for a coming-out party of sorts for the new program. Organizers asked them to spread the word about Repair It Right, billed as a new way to ensure that independent auto repair shops have access to OE service information, tools, training, telematics data, and security protocols. It was developed over the last year by the Automotive Aftermarket Retailers of Ontario (AARO) in response to what it saw as a lack of progress on the issue by the Canadian Automotive Service Information Standard (CASIS). In a dramatic split with the National Automotive Trades Association (NATA), AARO proposed abandoning the Canadian agreement, which it called toothless and outdated, in favour of working with the U.S.-based National Automotive Service Task Force (NASTF). Since its departure from NATA, AARO

8 October 2019

has developed working ties with NASTF, constructed an improved way to submit “service information requests” and arranged for a less cumbersome application process for vehicle security professional (VSP) credentials. All that’s left, they say, is to let aftermarket professionals across the country know that it’s available to them. The industry is urged to check out the details at the AARO website at www.aaro.ca Diane Freeman, executive director of AARO, said the evening was to get the entire industry on the same page. “We’ve been talking to other associations and groups across the country,” she said. “We’ve invited them here to make it clear what message we need to get out to repair professionals.” She described the event as a kind of update for the industry. “The industry needs to know what we’ve been up to, what’s available to them, and how they can get involved. We want everyone onboard.” Toronto shop owner John Cochrane, who got the ball rolling last year, said it had become clear to many in the industry that the Canadian solution simply wasn’t going to provide what the aftermarket needed.

“CASIS never got fully developed,” he said. “It was controlled by a very small group of people, and it was not moving forward. This is important stuff for our industry. We need it to move forward.” He said Repair It Right addresses the two big gaps that repair professionals face: information access, and vehicle security codes. “I hope this is the embryo of something really big,” he said. “And it will be big if everyone in the industry has a same passion to find a solution.” The evening started with a fiery speech from business consultant Bob Greenwood, who said the industry’s future depends on its learning how to cooperate and act in lock-step. “The Canadian aftermarket is in a crisis. It is a crisis that we're not talking about. It is a crisis of information. It’s a crisis of collaboration. And we had better sort it out fast,” he said. “We’re all in this together. Let’s sit around the same table and start talking about how we’re going to solve these problems together.” Repair It Right is run by a Canadian task force of 16 people from four provinces, all but four of whom are licensed automotive service technicians. www.autoserviceworld.com

Mazda Canada names top technician for 2019 By Allan Janssen The lead technician at Mazda Stoney Creek has won the latest MazTech Service Skills competition at the car company’s Richmond Hill head office. Adam Bochek took the title of top Mazda tech for 2019, earning top marks against nine others from across the country in diagnosing and repairing a slate of problems (plus a few bonus ‘bugs’) on a 2019 Mazda 6. Among the customer complaints: No ignition power, ignition will only turn on if remote is near the push button, vehicle cranks but will not start, engine runs very rough, Check Engine light on, rear wipers don’t work, front wiper won’t settle in park position, and left rear power window does not work. Bochek was the first to close his hood, indicating that he’d finished the work order that all of the competitors had two hours to complete. “I don’t want to say I felt confident when I closed the hood, but I had a good feeling,” he said. “I felt like I’d handled the work order well. I wasn’t sure I’d found the extra bugs. Last year there were four, this year there were two." He only got one of them. Though one of the problems necessitated taking the trunk apart, none of the competitors noticed the jack was missing. As the 2019 winner, Bochek is assured a place on the Canadian team that will compete at the Mazda international competition in Japan in 2021. The other member of the Canadian team will be the winner of next year’s MazTech competition. “I’m pretty excited about that. I’ve got some time to get ready for it,” said Bochek. He said the best part of the competition is getting together with the other competitors, who are getting to know each other pretty well. “There was one new face who joined the group this year. It’s good to get together with them.” He said the car company emphasizes competence and makes sure techniwww.autoserviceworld.com

At the end of the MazTech competition, judges explained all the bugs they’d put in the test cars, a 2019 Mazda 6.

Adam Bochek of Stoney Creek, Ont. is Canada’s top Mazda technician.

cians have the resources they need to do the best job possible. “Mazda does a great job with training,” he said. “They have a lot of oneand two-day courses. I’ve been to 14 of them in the last five years. They run them frequently enough, and you can learn some really great stuff.” Second place this year went to Dany St-Pierre of Mazda De Sherbrooke, Que. Third place went to David Deweerd of Pfaff Mazda in London, Ont.

Other competitors were: Jin Hong of Motion Mazda in Orangeville, Ont.; John Webb of Gerry Gordon's Mazda in Winnipeg; Glenn Bonderud of West Coast Mazda in Pitt Meadows, B.C.; Ricardo Gregorio of Wolfe's Langley Mazda in Surrey, B.C.; Robert Kras of Westowne Mazda in Etobicoke, Ont.; Steeve Potvin of Beauport Mazda in Quebec City, Que.; and Cristopher Puckering of Western Mazda in Corner Brook, Nfld. October 2019 9

NEWS

Dealership service departments still lag behind independents Canadian dealers are lagging aftermarket facilities in customer satisfaction, according to J.D. Power. According to the data company's latest Canada Customer Service Index Long-Term Study, independent shops earn higher overall satisfaction and capture 52% of visits, while dealerships receive 54% of the repair and maintenance spend. Dealerships get an average of $323 per visit compared to $222 at aftermarket facilities. But customer visits to dealerships remained flat in 2019 compared with an increase in visits to aftermarket facilities. Among independents, NAPA Autopro shops rank highest in customer satisfaction. Virginia Connell, automotive research and consulting manager at J.D. Power Canada, says Autopro shops tend to excel at service initiation — a big portion of the study criteria. “Autopro really shines in the process of getting vehicles in for service, ease of scheduling, and timely vehicle drop-offs,” she said. The study measures satisfaction and intended loyalty among owners of vehicles that are 4-12 years old.

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Hammered by tough economy, CIAA prepares to restructure The Canadian Independent Automotive Association, representing about 50 repair shops in Alberta, is undergoing a significant restructuring. Battered by the economy, the association recently approached the Automotive Industries Association of Canada (AIA) to discuss closer ties and shared resources. AIA, which has launched an automotive service associate program (ASAP), accepted CIAA’s members as program participants, and heralded “a great new partnership” between the two associations. “AIA Canada will offer CIAA members a broader platform to address the issues facing the automotive aftermarket,” said AIA president J.F. Champagne. In a recent Facebook Live video, he said the partnership will enable CIAA

members to have a national voice and will give AIA Canada greater engagement in the province of Alberta. “For us it is good to be better connected to automotive service providers, and getting a better understanding of their issues.” CIAA president Wayne Paulsen, owner of Kingsgate Automotive in Edmonton, said the details of a new association should be ironed out by the new year. “I suspect, from what we’ve discussed there will be a lot of streamlining," Paulsen said. “We won’t need a big board anymore.” He said economic conditions had shrunk CIAA’s rolls and had frustrated their plans to hold industry events and lobby the provincial government. “We were existing, but what good is that for the members if we can’t do

anything for them? You can’t change the world if you don’t have the resources.” One thing that remains to be clarified is the role that Sean Corcelli, a former Uni-Select executive and currently AIA’s director for western provinces, will take in the new CIAA. Champagne has suggested he could be the AIA’s point man on CIAA. Formed in 2004, the CIAA made its mission to change the image of the industry and improve business conditions. Its objective was to encourage, support, and promote the advancement of independent automotive repair businesses based primarily in Alberta. "We’ve had our victories," said Paulsen. "We're proud of what we've accomplished. We're heading into a new chapter now."

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October 2019 11

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

359,015

167,000

Number of apprentices that will be needed in the top Red Seal trades across Canada in the next five years.

Total number of people working in 15 occupations in the light vehicle aftermarket across Canada in 2017. This number is expected to increase to 407,042 (13.4 percent) by 2022.

Canadian Apprenticeship Forum Apprentice Demand study

46,000

Anticipated shortfall in the number of automotive service technicians in the U.S. by 2026, due to increasing consumer demand. Additionally, about 75,000 technicians will have retired by then.

AIA Canada, Labour Market Watch 2018

TOP 3

Genesis, Kia, and Hyundai took the first, second and third slots for the second straight year in an “Initial Quality Study.” They had the fewest defects such as problems with advanced safety systems. Land Rover and Jaguar were at the bottom of the list. J.D. Power

84 MILLION Number of vehicles expected to be on North American roads in 2023 that are at least 16 years old. That’s a 240% increase from the 35 million such vehicles on roads in 2002. IHS Markit

U.S. Bureau of Labor Statistics

Percentage of winter tire owners that believe winter tires have saved them from a hazardous driving situation such as loss of control or a collision.

Tire and Rubber Association of Canada, Canadian Consumer Winter Tire Study

3 Million

Total number of Detroit-3 vehicles expected to disappear from the U.S. vehicle count between 2018 and 2022, despite a surge of more than 22 million in the light vehicle population during that time. Lang Marketing

Real GDP growth expected for Canada in 2019, a slight drop from 2018, and a significant drop from 2017’s G7-leading 3.2% growth. Average annual GDP growth in Canada since the 2008 recession has been 2.4%.

Statistics Canada, BuildForce Canada 2019 Report

Real GDP Growth (%) Canada, 2013 to 2023

35%

Percentage of technicians who find BMW/Mini a difficult brand to perform repairs on. Mercedes (31%) and Land Rover (25%) followed. Least problematic were Isuzu, Hyundai, Honda/Acura, and GM – all at 2%.

Martec Group

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12 October 2019

The maximum time it should take to achieve full EV charging, according to 59% of consumers. Only 11% are OK with a charging time of between four and eight hours. Consumer demand for faster charging has increased in recent years. Investor’s Business Daily

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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

I can't see you! People who drive in twilight or during inclement weather without turning on their lights are endangering themselves and everyone they pass. By Les Dobos

Sometimes you encounter a situation that is not only a thorn in your own side, but seems to bug everyone that you know – your friends, family, peers, and customers alike! The best example of this that I can think of is the problem of people driving around with only their daytime running lights on! It happens all the time on highways, roads, and lanes all over the country. As a Canadian who drives to work early in the morning, I can’t count the number of cars I pass that are virtually invisible to everyone else – especially when it’s rainy, snowy, or foggy out. Not only are their lights not on, but the colour of their cars blends into the background. You can’t see them until you’re right on top of them. I can’t help but wonder if these www.autoserviceworld.com

people are stupid or suicidal! With the push of a button or a turn of the ignition, they start driving without even thinking about whether they can be seen by other drivers. For heaven’s sake, you’d think they’d want to be seen! Modern technology has made much of the vehicle goof-proof. But even with all the fancy electronics, they still have to turn on the lights… and many of them don’t. Forget the technology; they could prevent a dangerous situation by using one of the most powerful computers in the universe: the human brain! And there’s at least one of those in the car with them every time they drive somewhere. The brilliant engineers who designed the vehicle decided that the lights in the instrument cluster should come on automatically when it’s dark. This

seems to fool some drivers into thinking that their external lights are on. And indeed they might be. But if they’re not, they are in grave danger as they hurtle down the highway, especially in dark or earth-toned cars. This has been a sore subject for me for quite some time. I even sent the National Highway Transportation Safety Administration a letter saying that visual safety is a major concern. In the ensuing exchange of emails I asked the individual I was talking with if she’d ever been frustrated by a no-lights-on vehicle. She said yes, but she stuck to her talking points that “at this time we do not see it as a problem." I live in Calgary where the weather can and does change frequently from nice to terrible. One night, while my wife and I were on our way to a party, a sudden snow storm rendered anyone who was driving without their lights on completely invisible. We made it to the party but guess what dominated the conversation all night long. There were plenty of very upset people talking about the danger on our roadways. Why hasn't this problem been legislated away years ago? Why haven’t vehicle manufacturers and engineers figured out that having lights come on automatically will not only save lives but save them lots of money too, on unnecessary wiring, switches, space, and weight. It makes perfect sense to me. Technology can solve this problem easily. We just need to start making some noise about it and insist on some changes! Les Dobos is manager and service manager at Minit-Tune & Brake Auto Centre in Calgary Alta.

October 2019 15

This is why do the r Mike Devries of the Napa Autopro shop on Wharncliffe Road North in London, Ont. had a customer who finally gave up trying to repair the exhaust pipes on his mid-90s Chevy pickup truck. After exhausting a box of clamps, he finally asked for a new pipe!

Do-it-yourselfers pu Leave your repairs

Ed Dodich, service manager at ToyotaTown in London, Ont. found this attached to the positive battery terminal on one of his customers' vehicles. It didn’t solve the customer’s electrical problems, despite the strong grip he had on the situation.

Yves Marceau sent in this pic of the undercarriage of a 2003 GMC Envoy that limped into his shop, Marceau Mécanique Auto in Saint-Damien-de-Buckland, Que. The owner of the vehicle had done all he could do to keep the exhaust system working! He finally turned to the pros!

If you want stiffer suspension, this is not the way to do it! Jacob Dennis at Murdoch Tire and Automotive in Port Colborne, Ont. found this under a 2001 Pontiac Montana van that the customer dropped off to have a repair done to the rear heater lines.

Matthew Reitmeier of TravelCare Regina found this homemade heating system in a client’s vehicle. He managed to fix things so they wouldn’t have to keep a propane heater in the back seat anymore. The customer believed it was safe because they kept the back windows cracked open a little.

y we should repairs!

ut everyone at risk. s to a professional!

Mark Syvertsen, a tech at Nelson Chrysler Jeep in Nelson, B.C., found this interesting innovation on a 2007 Jeep Grand Cherokee. Someone had installed a bathtub plug on the engine air inlet tube while trying to diagnose a swirl actuator issue! The customer allowed him to set things right.

Technician Cliff Berg at Vanderkemp Sales and Service in Powell River, B.C., found a makeshift strap securing the fuel tank on a 2003 Chevrolet Silverado 2500. It was clear from the rust on the strap and clasp that it had been there for a few years!

Doug Gritner of Alexis Creek, B.C. found a unique solution to a battery connection issue on this 1997 Ford F350. The customer – a carpenter by trade – had solved a connection issue by driving a nail straight through, into the actual battery cell. Not surprisingly, that’s not in the manual!

The owner of this vehicle actually made his braking problems many times worse by covering his rotors with grease when the metal-on-metal grinding sound became unbearable. Tom Cox, a technician at J&J Automotive, in Kingston, Ont. said the brake pads had completely worn away.

This vehicle came to Applewood Hills Auto Service in Mississauga, Ont., with a noise complaint. When technician Jason Nand lifted the car, the source of the noise became pretty clear. Someone had used plastic ties to keep two muffler pipes in contact.

GREENWOOD’S GARAGE

Gearing up for

CHANGE The coming realities of business are going to require some new strategies. By Bob Greenwood, AMAM We’ve seen a lot of changes in the aftermarket in recent years, and there’s more coming. I am not alone in predicting that the next three years will bring great disruption. Yet to my surprise – and disappointment – I hear very few shop owners talking about the coming reality or getting prepared for it. Are you keeping up with changes in the industry? Does your team clearly

18 October 2019

understand the new aftermarket realities and the opportunities (and potential dangers) they bring? If you want to surf the wave that’s coming and not get swamped by it, there’s a new bottom line that you have to start working toward. You have to have a culture of continuous learning in your shop. That must be a priority of everyone in your company, at all levels of the business. Vehicle security and safety will be a top priority for carmakers as we move through the ADAS phase and into fullblown automated driving. Consequently, there’s going to be a lot more software in vehicles. Your technicians are going

to have to understand this new software and the various operating platforms they function on. Scan tools will soon require encryption keys and authorization verification. This means the cost of tools will increase dramatically. If you don’t have the right tools, you’ll be essentially “locked out” of vehicle repair, and this will make shops that are not in the game even less profitable. Software coding will soon be part of the job. The amount of software in modern vehicles is measured in the millions of lines… and that’s expected to grow exponentially to the hundreds of millions of lines by 2022. Already advanced driver assistance system features include crash avoidance technology, lane departure warnings, blindspot detection, lane-keeping, lane-centering, collision intervention, automatic emergency braking, and www.autoserviceworld.com

dynamic brake support. This all takes tremendous computing power. Now is the time to take an “inventory” of each your employees’ knowledge base. You have to determine what type of training is required to enable them to work on tomorrow’s vehicles. Here’s what every auto repair shop owner in Canada should prioritize:

Attitude will be key! If anyone on the shop team does not have the desire to be the very best they can be or does not want to continue to learn, they must be replaced. Their intentions are shown by their behaviour and their attitude. If you don’t get rid of the worst people on your team, they will drive out the best.

Plan to train. Lay out a specific training schedule for the next 12 months for each employee. Find out when and where the courses are being put on, and then register them. Don’t leave this to the last minute. You have to make plans for the shop on the days that you’re short-staffed. It is estimated a competent technician will require a minimum of 100 hours of training per year just to keep up with advancing technology. This will require a new budget line: Training and Development. Your culture of learning requires a dollar commitment. Remember, this is not a “step” but a “journey.”

Measure well. Make sure you’re tracking the key numbers and ratios that monitor the health of your company. Modern business analysis will reveal where net profit opportunities are hiding. Just as your technicians need continual upgrading, management requires six to eight days of full-time training per year to understand new business trends, measurement, and techniques. You’re going to need the tools to measure the business properly daily, weekly, and monthly.

Set multiple labour rates. Diagnostics capability will continue to play a very important role in your www.autoserviceworld.com

business. In order to offer your clients the services they need without losing money, you will need a minimum of three labour rates. At the very least, you’ll need a Maintenance, Diagnostic, and Re-flash rate. Measuring these types of billed hours individually will play a key role in management decisions to maintain the shop’s growth and internal culture development. The opportunities to create a strong bottom line in the shop are incredible and very exciting. We have proven there’s a minimum of $150,000 net profit per year being missed by the average five-bay shop from the current business coming through the door. That amounts to about $30,000 per bay. Larger shops might be missing even more. Every shop owner or manager should be asking themselves where that missing

money is and how they can go after it. That should be at the forefront of their minds. Shop owners who embrace the new realities and set up their businesses to grow are going to enjoy an exceptional career! Review your business game plan. Are you ready to embrace the dramatic and exciting change that has started? Or are you going to do the same old things expecting different results? Bob Greenwood is an Accredited Master Automotive Manager (AMAM) who offers personal business coaching and ongoing management training for aftermarket shops, focusing on building net income. He can be reached at 1-800-267-5497 or greenwood@aaec.ca.

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October 2019 19

SELLING

How to put customers at ease when the last place they want to be is in your shop, facing a big repair bill. By Jeff Mowatt

GRUDGE PURCHASES H ow do you think your customers would rather spend $1,000? On a vacation to their dream destination? Or having the brakes and oil done on their six-yearold vehicle, along with a 24-point inspection? The answer seems pretty obvious. In the auto repair and maintenance industry, people buy because they have to – not because they want to. In some industries, that’s not the case at all. In fact, some businesses might have a shot at some (if not all) of that $1,000 because they sell things that people are eager to buy. For the rest, overcoming customer reluctance to spend is a critical part of the sales job. Perhaps one of the most common myths about customer service is that you have to be relentlessly friendly and upbeat. The truth is that customers are often reluctant purchasers. The last thing they want is to deal with staff who are naively perky. In cases like that, competence is a much more attractive quality from service providers. After more than 25 years of advising companies that deal primarily with reluctant customers, I’ve developed four strategies to help you put customers at ease about spending money on grudge purchases.

1. Focus on the task, not their mood If you sense your customers are rushed or frustrated, don’t ask them how they are. That question just reminds them that they’re not having a good day. Instead, start by asking, “What

20 October 2019

can I do to make your day go a little better?” It helps keep the conversation positive, while indicating you’re aware that they have other things they’d rather be doing. Speaking of better word choices, avoid asking reluctant customers what they “want” or what they’d “like.” Frankly they don’t want to be there at all. Instead, phrase your questions along the lines of, “Would it be useful if...?” “Would it make sense to...?” or “Would it be helpful if...?” In general, we get better results with task-oriented questions that focus on resolving the customer’s problem, than with questions that encourage customers to think about their mood.

2. Acknowledge delays A couple enjoying an appetizer at a fancy restaurant may not mind waiting if the main course is slightly delayed. On the other hand, a parent kept waiting past appointment time with a fidgety child in a crowded dental office needs an explanation. Don’t brush off delays that might be upsetting your customer, or pretend they didn’t happen. Start by acknowledging it upfront. “Thanks for your patience today. We were held up for a while on another matter, but rest assured we’ll take all the time we need to take care of you properly. Now, before we go on, how’s your time? Are we OK?” When customers agree to proceed, they feel less taken for granted, more like they’ve regained control, and become more receptive to your services. www.autoserviceworld.com

3. Share your intentions Let begrudging customers know that you understand what they really want. If you’re helping someone who’s obviously pressed for time, say something like, “Let me get a few details from you now so we can start work and get you on your way as soon as possible.” If you’re dealing with a significant safety or comfort issue, stress that you’re going to fix that problem effectively, so it doesn’t worry them any more. “At least now when you step on the brake, you won’t have to worry that the car might not stop in time!” Customers may be focused on the immediate painful purchase. You need to remind them of the more positive strategic outcome.

4. Offer pricing perspective By definition, people don’t enjoy spending money on grudge purchases. So with big ticket purchases, it’s helpful to break the price down into something that sounds less daunting. Don’t lean back and say something blunt like, “With brakes, and tires, you’re looking at $1,600.” Rather, put the cost of the work into perspective with the value of their vehicle and their reliance on it. “Your vehicle is in great shape, and it’s going to last a long time. Your brakes and tires are wear items that have to be replaced from time to time. It comes to $1,600, and then you’ll be in great shape for winter.” Often what they’ll spend on their vehicle is a fraction of what it would cost to replace it. Remind them that maintenance is a good investment in the long run, and will keep them safe on their travels. Too often, service providers fail to realize just how uncomfortable customers are to be in a repair shop. Their vehicle has let them down, they’re facing massive inconvenience and a big bill. They’re feeling vulnerable because they don’t understand automotive technology, and they’re completely at your mercy. In short, they don’t want to be there. Don’t be oblivious and uncaring. Don’t judge your customers for being stressed and grouchy. Walk your customers through those big-ticket purchases with patience and understanding. It may require more empathy than you’re used to showing, and it may take practice to make it sound natural, but it will build goodwill and loyalty. With a little training, your employees will come across as astute, competent, and helpful. That will make it a more pleasant experience for everyone. And, most importantly for your bottom line, customers will be less resentful about sending their dollars your way. Jeff Mowatt is a customer service strategist, and bestselling author, based in Calgary, Alta. This article is based on his book Influence with Ease. You can reach him at www.jeffmowatt.com.

www.autoserviceworld.com

NGK puts the OEM Spark Plugs in the Detroit Three. NGK produces more OEM spark plugs for the Detroit Three than any other spark plug manufacturer. Ford, General Motors and FCA all trust NGK to produce the most advanced, reliable and high quality plugs on the market.

THE IGNITION SPECIALIST

Find out more at ngksparkplugs.ca All company, product and service names are for identification purposes only. Use of these names, logos, and brands does not imply endorsement.

Are the changes af fecting the industry keeping you up at night? Wednesday, October 23, 2019, 2-3pm (EST) Join AIA Canada and The Conference Board of Canada for a live webinar on the future of the aftermarket industry in Canada. Roger Francis, Director of Energy, Environment and Transportation Policy for The Conference Board of Canada will show how small and mid-sized aftermarket businesses can navigate the future of automotive technologies and labour demands. Whether youâ€™re in the mechanical, collision, or parts supply chain sector of the aftermarket, this webinar will help put your worries to bed. SEND US YOUR QUESTIONS Let us know what keeps you up at night. For details on how to register for the webinar and to submit your questions, contact:

Shamsia Quraishi, Projects Manager at shamsia.quraishi@aiacanada.com or call 613-728-5821 ext. 226

TECHNICAL FEATURE

DON’T SEND

AIR SUPENSION WORK AWAY!

There’s an opportunity for independent repair shops to profit from air suspension work, rather than sending it to the dealership. By Doug Taylor

ore and more luxury cars, SUVs, and trucks come with standard or optional air suspension these days. It’s unfortunate, then, that a lot of aftermarket shops consider this kind of work to be out of their wheelhouse. Whether they’re just unfamiliar with the technology or they just don’t see a lot of this kind of work, they seem only too happy to send it to a dealership for repair or service. But air suspension work is going to become even more common, as carmakers rely more heavily on a technology that can offer their customers superior ride quality, increased safety, and load-leveling capability. According to consulting firm Markets & Markets, the air suspension market is projected to reach $8.4 billion by 2025. Clearly there’s an opportunity for independent repair shops to profit from air suspension work, rather than sending it away. www.autoserviceworld.com

This is especially true given that the first time an air strut needs replacing is typically just after the vehicle’s warranty has ended. With modern vehicles lasting longer than ever, those equipped with air springs may need them replaced two or three times in their lifetime. Depending on driving style, road conditions, climate, and the type of vehicle, air suspension components may start to wear out at around 120,000 kilometers or sooner. Servicing air suspension systems can be easier than many shops and technicians realize. If a technician can service brakes or traditional suspension systems, they already have the skill set needed to repair air suspensions. And with problem-solving engineering, some aftermarket options, like the rear air springs for Mercedes-Benz W211 E-class, can actually be easier to install than the OE parts, giving even more opportunity for shop profit. Because air suspension units can

There’s no need to send this job out. If you can install a regular shock, you can install an air shock.

Signs of trouble Many consumers miss the early warning signs of an air suspension problem. The main signs of air suspension problems include: • The dashboard warning light • Suspension sagging • Air suspension compressor constantly working • Compressor making noises • Compressor not working at all • The vehicle bottoms out over bumps or rides roughly • The vehicle nose dives when stopping (front end pitches forward) • The vehicle pulls to one side or steering is difficult • The vehicle continues to bounce after hitting a bump • Uneven tire tread wear • The shock portion of the strut appears to be oily or damaged If customers complain about any of these symptoms, or if the vehicle is over five years old, or has over 80,000 km, it should be inspected for signs of air suspension damage. October 2019 23

TECHNICAL FEATURE experience failures in multiple areas, accurately diagnosing problems can be the first point of profit for shops. Included below is a list of air suspension inspection basics that can serve as a useful guide for repair shops looking to take on this lucrative diagnostic work. • A shop should inspect the vehicle’s air springs and air struts with every visit after the first 100,000 km. Excessive oil leaking from the shock portion of the strut may indicate a failing damper. Uneven tire wear may not only indicate an alignment issue, but may be from an air suspension problem.

Air springs must be carefully crimped during manufacturing to prevent leaks.

• Technicians should look for tiny cracks on the air spring, particularly around where the bag folds upon itself. If these cracks are developing, the soap and water spray test should be used. A mixture of a tablespoon of

dish soap to one quart of water, sprayed from an all-purpose spray bottle, can be used for detecting a leak by looking for emerging bubbles. • A clean rubber air spring will extend the life of the bladder. After spraying it to test the air spring, it should be cleaner since the soapy water solution may loosen and help rinse away debris, road grime and oils. Hosing off the soap will help complete this cleaning. Technicians should look for rub marks on the air spring or on any visible air lines. Rubbing may come from aggressive driving, driving over rough terrain, or if parts – including airlines and airline fasteners – are loose. • If possible, the air suspension compressor’s dryer should be replaced each time an air spring is replaced. A leaking air spring may allow moisture to enter the system, causing damage

Which means you need RepairLinkShop.com

With cars becoming more complicated, don’t take a chance on non-OE parts. RepairLinkShop.com makes your repairs easier with: • Part illustrations and technical diagrams direct from OEMs • 24/7 online ordering • VIN-based parts look-up Visit OEConnection.com/CARS to sign up for FREE!

24 October 2019

www.autoserviceworld.com

• When replacing a non-operative compressor, look for the leak that caused the original problem. Most commonly, the leak is on the air spring, but it could also be from a loose or failing airline fitting on the spring or strut, valve block, air tank reservoir, or compressor.

Above, an air suspension compressor is tested to assure functionality and long life.

to the system. A leaking air spring may also cause the compressor to overwork and eventually burn out. And if the vehicle comes in with a dashboard suspension warning light, or the compressor is not operating, the technician should check the air suspension fuses and compressor relay.

If air suspension failure is detected, replacing the leaking air spring (if possible) or the entire strut with a remanufactured unit will restore original OE damping and auto leveling functionality of a vehicle with active damping. Shops can also now replace a leaking air strut with a new passive aftermarket part which provides auto leveling and excellent ride comfort, but does not require any core handling. Otherwise, shops can recommend installing a coil spring conversion kit – abandoning air suspension all together. Conversion kits can provide an aging

vehicle with additional years of trouble-free suspension use because it replaces the aging air suspension’s air springs with coil steel springs and the older worn shocks with new custom-valved shocks designed to work with the steel springs. Determining repair options for customers largely depends on the customer’s budget, the age and mileage of the vehicle, whether or not the customer uses their semi-active dampers and whether or not the vehicle has true active damping. Review all these points with the customer. The bottom line, though, is that replacing air springs is not a job only for OE technicians at dealer service departments. Independent shops can get in on this profitable work too. Doug Taylor is product marketing manager for Arnott Inc. He can be reached at doug.taylor@arnottinc.com

ClearContact™ windshield wipers. No adapters. Faster installation. OE fit and quality.

You know us for world class tires…

Now you can say the same for our wipers. N EW continental-clearcontact.com Exhibiting at AAPEX: Booth 2626 ClearContact – A Trademark of the Continental Corporation

CO6074 CARS_ClearContact_WorldClassWipers_HalfHoriz_10-19_V2.indd www.autoserviceworld.com

9/23/19 12:2225 PM October 2019

BAYWATCH BA Coil spring conversion kit

Pre-cut hood liners DEI has released a line of pre-cut hood insulation kits for popular early model GM vehicles, including the Chevelle, Nova, Ventura, Omega and Apollo. The material, made with a black textured finish, reduces the transfer of heat from added performance components to protect the vehicle’s expensive paint job and reduce noise for a much quieter ride. Special tools, equipment or spray adhesive are not required. www.DesignEngineering.com

Brake products Ten new SKUs were added to the Bosch QuietCast Brake Pad product line, adding coverage for more than 1.2 million latemodel Asian, domestic and European vehicles in operation in the U.S. and Canada. The new part numbers include synthetic lubricant with all applications and a hardware kit on select applications. www.boschautoparts.com

Electronic contact cleaner Penray has introduced a new Professional Contact Cleaner for precision removal of harmful deposits and debris from electronic components. The Professional Contact Cleaner, part number 7017, provides powerful cleaning action for sensitive equipment like printed circuit boards, tape heads, and PC electronics. It evaporates quickly and leaves no residue. www.Penray.com

26 October 2019

Arnott has introduced a new coil spring conversion kit for the 2000-2006 Mercedes-Benz S-Class. The kit (part number C-3269) is designed for the W220 chassis, and features high-performance Eibach front and rear monotube dampers custom-tuned by Arnott to provide the comfort and handling Mercedes owners expect. The conversion kit also features powder-coated steel springs made by Eibach. www.arnottindustries.com

Non-marring, covered tools APEX Industrial’s u-GUARD series of non-marring covered tools includes bits, bit holders and nutsetters – available individually or packaged in the rugged new APEX alphaCASE bit storage case. The core of the u-GUARD product line is the black oxide APEX Industrial screwdriving bit featuring full body design for greater durability and optimized tip geometry for best fit. www.apextoolgroup.com

Blended ignition coil program Auto Value has launched a unique OE Engine Management Cataloging Program to streamline the process of finding actual OE parts, simplifying the ignition coil selection process and ensuring each customer gets the best part for their vehicle. It is the fourth blended program the Alliance has launched, beginning with an oxygen sensor program in 2013. The program was developed in response to demand from professional technicians for original equipment parts. www.autovalue.com

Updated software The latest release of ProDemand repair information software from Mitchell 1 includes enhanced wiring diagrams featuring intelligent navigation that takes users directly to the specific component diagram – with the related wires automatically highlighted. The new “smarter wiring diagrams” features enhanced navigation that improves the user experience and speeds up the search process. www.mitchell1.com

Hub and bearing service guide OTC has announced the release of its new Hub Grappler Application Manual (6575MAN-18) to eliminate trial-and-error and save technicians time during wheel hub and bearing service. Described as the most comprehensive hub and bearing service guide on the market, it is complete with diagrams and instructions that show technicians how and where each adapter is used based on vehicle make, model and year. www.otctools.com. www.autoserviceworld.com

Corvette brakes Brembo will supply brake components on all four corners of the mid-engine Corvette Stingray. Two separate brake package offerings will be available, one for the Corvette Stingray, and the other for the Corvette Stingray with the Z51 Performance Package. Stopping the 495 horsepower, most powerful entry Corvette ever, at the drive wheels are Brembo’s all-aluminum four-piston calipers, which grasp a 321 mm ventilated disc. Brembo will also include its new zero-copper NonAsbestos-Organic (NAO) brake pad that meets recent environment regulations. www.brembo.com

Undercar parts ZF Aftermarket has released 534 new part numbers under the TRW brand, covering nearly 250 million vehicles in operation. That includes 68 new suspension parts, 464 new chassis parts, and three new friction part numbers. TRW Corner Module components are designed to work together harmoniously, offering a total package of innovation, safety and quality. www.trwaftermarket.com/us

Brake fluid Continental Commercial Vehicles & Aftermarket offers its ATE SL.6 Brake Fluid as an ideal brake fluid replacement for DOT 4 fluid in ESP, ABS, and ASR systems. The low-viscosity texture of ATE SL.6 allows electronic brake systems to react more quickly for improved safety. ATE SL.6 incorporates high-quality additives to help provide excellent protection against rust and corrosion. www.ate-na.com

Drive-over tread measuring tool Hunter Engineering’s next-generation driveover tread depth measuring tool, Quick Tread Edge is available for order, concurrent with the latest release of WinAlign 16.1. With Quick Tread Edge, service providers can maximize tire sales and provide customers with informative, in-depth inspection results. Hunter’s latest WinAlign update now offers support for customers in ADAS service who would like to integrate their Hunter aligner with Autel’s Aftermarket ADAS Kit. www.hunter.com/demos

Windshield washer pump Continental says it has the first OE replacement pumps available to the aftermarket. A wide range of competitively priced SKUs offers wide coverage for Audi, BMW, Buick, Chevrolet, Ford, Honda, Volkswagen, and Volvo. VDO Windshield Washer pumps are genuine OE parts direct from the manufacturer, Continental. Built in ISO certified facilities, they deliver OE fit, form and function with easy plug-and-play replacement. www.vdo.com/usa

Full synthetic motor oil

Extended reach ratchets

Quaker State has developed a motor oil specifically designed for European engines. Quaker State Ultimate Durability Euro Full Synthetic motor oil helps to protect modern, turbocharged European engines against wear, helps extend engine life and provides more performance. It also provides protection against the formation of sludge and other harmful deposits in order to ensure high engine performance. www.quakerstate.com

Milwaukee Tool has introduced new M12 FUEL Extended Reach Ratchets. The 1/4” and 3/8” ratchets deliver up to 55 ft-lbs of max torque and feature a slim head profile with an extended neck that gives users the longest reach in tight spaces. The new tools feature three Milwaukee-exclusive innovations — the Powerstate Brushless Motor, RedLithium Battery Pack and RedLink Plus Intelligence Hardware and Software— to deliver unmatched performance, durability and run-time. www.milwaukeetool.ca.

New part numbers TrakMotive has introduced 85 new numbers, providing over 10 million application opportunities. The new numbers include CV axles, drive shafts, CV intermediate shafts, and window regulators. All units are in stock and ready to ship. There are 45 new automotive CV axle numbers; four new CV intermediate shafts; 22 new drive shaft assemblies; and 14 new window regulators. www.trakmotive.com www.autoserviceworld.com

October 2019 27

BAYWATCH BA New brake numbers Akebono Brake Corporation has expanded its Ultra-Premium Disc Brake Pad line by four: three ProACT and one EURO part number. Premium stainless steel abutment hardware is included in the two ProACT kits that require it and the EURO kit includes an electronic wear sensor. A complete listing of Akebono applications can be found in the company’s web-catalogue. The new releases are for several popular GM models, as well as a couple front and rear Mazda applications. www.akebonobrakes.com

Parts washer CRC Industries has introduced the new CRC SmartWasher BenchtopPRO bioremediating parts washer, billed as the industry’s first portable, storable bioremediating parts washer. It is designed to tackle tough cleaning jobs without using harmful solvents. Plus, its portability allows for easy use on the go or in the shop, which makes it an ideal parts cleaner for small repair facilities. It utilizes CRC’s proprietary BT5 degreasing solution that is non-toxic, non-flammable and does not irritate the skin. www.BenchtopPro.com

Wheel alignment system The new, affordable John Bean V2000 Imaging Wheel Alignment System, features innovative, patented camera technology to develop a unique configuration that replaces the traditional PC and cabinet aligner with a simple tablet and fixed beam configuration. It offers full-imaging, including 3-D vehicle measurements, while being less dependent on lift calibration, all at an affordable price. www.JohnBean.com

Performance Batteries EnerSys has expanded its Odyssey battery product offering. The new Odyssey Performance Series 47-650 provides 650 Cold Cranking Amps (CCA) and is designed for popular Chevrolet, GMC, Volkswagen, and Mini vehicles. The Odyssey Performance Series Group 96R battery provides 600 CCA and is designed to provide premium power for a broad range of Ford vehicles. www.enersys.com

Wiper blades Continental has introduced its new line of ClearContact premium beam windshield wiper blades to the U.S. and Canadian markets. Designed for professional technicians, the new program www.vdo.com/usa

VDO – A Trademark of the Continental Corporation

Open the door and let in the savings. VDO door system components are ready-to-install, right out of the box. They deliver exact OE fit and restore original equipment function and performance. Choose VDO to do it right – the first time, every time.

features quick and easy OE fit and trouble free inventory. ClearContact wiper blades do not require any adapters and come fitted with the right connection needed for the vehicle. With just 14 front windshield part numbers, shops can cover over 94% of passenger vehicles that come in for service. www.Continental-ClearContact.com

800-564-5066 | salessupport-us@vdo.com

CO5738 CARS_Door Systems - Open the door and let in the savings_ThirdSq_10-19_V1.indd 1

28 October 2019

9/23/19 11:40 AM

www.autoserviceworld.com

Axle/gear and manual transmission fluids Duron Advanced 5W-30 is a fully synthetic formulation designed to exceed the requirements of API FA-4. It offers durable low viscosity, high performing synthetic and synthetic blend heavy duty diesel engine oils that are designed for emerging and future fuel-efficient engines. www.lubricants.petro-canada.com

Universal injector puller This universal Injector Puller Kit (Part No. 600 130) is the newest addition to the Mueller-Kueps line. Designed to save technicians time and money when removing and cleaning diesel and high-pressure gasoline injectors, it features a heavy weight, compact slide hammer to fit in small spaces. With one kit you can remove injectors from Bosch, Delphi, Denso, and Siemens, eliminating the need for multiple kits. www.mueller-kueps.com

ADVERTISER INDEX AIA Canada........................................ 22 www.aiacanada.com/asap.html Brake Parts Inc. - Raybestos................. 7 www.raybestos.com Chevron............................................. 14 www.canada.havoline.com/en Continental – Clearcontact................. 25 www.continental-clearcontact.com Continental VDO…..........................…28 www.vdo.com/usa Ford..................................................... 4 www.ford.ca/wholesale Induction Innovations......................... 19 www.theinductor.com Liqui Moly…….................................... 10 www.liqui-moly.us Mann+Hummel WIX........................... 13 www.wixfilters.com Mitchell 1.......................................... 29 www.mitchell1.com NAPA..............................................6, 11 www.napacanada.com NGK Spark Plugs................................ 21 www.ngksparkplugs.ca NUCAP................................................. 2 www.nrsbrakes.com OE Connection................................... 24 www.oeconnection.com/CARS Valvoline............................................ 31 www.valvoline.com VL Communications.............................. 3 www.vlcom.com WORLDPAC........................................ 32 www.worldpac.ca/quality

www.autoserviceworld.com

OUR LEGENDARY WIRING DIAGRAMS JUST GOT SMARTER You already love ProDemand wiring diagrams, and now there is even more to love! Our world class wiring diagrams now feature intelligent navigation, integrated so it’s faster and easier than ever to find the exact wiring diagram you need for an efficient and accurate diagnosis. Get started now with a free demo! Call us 800-470-5936 | Visit us: mitchell1.com Or find your local Mitchell 1 sales rep: mitchellrep.com repair information | shop management | shop marketing © 2019 Mitchell Repair Information Company, LLC. All Rights Reserved. Mitchell 1® is a registered trademark used herein under license.

October 2019 29

The more things

CHANGE ?

Garage Operator June 1940

TALKING TO CUSTOMERS

Canadian Automotive Trade September 1968

Garage Operator April 1937

Canadian Automotive Trade August 1958

Special thanks to Vinnie Klimkosz of Vinnieâ€™s Mr. Fixit in Guelph, Ont. for his collection of vintage Canadian aftermarket magazines. To see more, go to www.autoserviceworld.com/themorethingschange

30 October 2019

www.autoserviceworld.com

OUR MISSION TO MAKE EVERYTHING WE TOUCH RUN BETTER

At Valvoline™ we believe everything should run at peak performance. For us, that means supplying best-in-class automotive and engine maintenance products and services to our customers. It means being relentlessly focused on innovating through our hands-on approach. That also means driving profitability for you; our trade customers and channel partners.

FILTERS

POWER STEERING SERVICES

WIPERS

FUEL SYSTEM ADDITIVES

ENGINE SERVICES + ADDITIVES

BRAKES SERVICES

DRIVELINE

TRANSMISSION SERVICES + ADDITIVES

COOLING SERVICES + ADDITIVES TM

VALVOLINE GREASES

Trademark. Valvoline and its subsidiaries, registered in various countries. All trademarks shown are used with the permission of their respective owners.