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contents
Canadian Technician – February 2014 – Vol. 19 No. 1
FEATURES The Telematics Revolution ...............................................18 New technology is changing the way dealerships monitor vehicles and communicate with their customers. How will the aftermarket get in the game?
22
Search Engine...................................................................22 Finding the right repair information quickly has always been a key part of the job for automotive technicians. These days there’s just so much more to find!
COLUMNISTS It’s Your Turn by Matt Martel ............................................... 15 Collective Wisdom by Alan Beech ...................................... 16 The Car Side by Rick Cogbill ................................................ 30
30
DEPARTMENTS Service Notes .................................................. 5 Letters .............................................................. 7 Out & About ..................................................... 8 Down Time .....................................................10 EyeSpy ...........................................................11 By the Numbers ............................................12 Products.........................................................26 Ad Index .........................................................29
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E M I S S I O N S C O N T RO L
SERVICE NOTES CANADIAN
Mandating monitors It seems unreasonable to dictate the purchase of convenience systems.
NUMBER 1
451 Attwell Drive, Toronto, Ont. M9W 5C4
By Allan Janssen My new winter tires do not have pressure sensors in them… which means the TPMS light is constantly blinking at me while I drive. This is not so much distracting as it is simply annoying for someone as obsessive-compulsive as I am. So I folded a piece of the gum wrapper and slipped it into a gap in the dashboard so that it covers the illuminated TPMS symbol. I just couldn’t fathom driving for four months with that orange warning light blinking at me! Now, I may be alone in the way I’ve dealt with that annoyance, but I am by no means alone in the predicament of driving without this safety-related technology functioning on my vehicle. I dare say there are hundreds of thousands of cars on our roadways with no functioning TPMS. Are the roads less safe as a result? The Canadian Independent Automotive Association (CIAA) would say yes. (See story, page 9.) They recently developed a position paper on the subject of unwanted TPMS sensors. Unwanted by the customer, that is. The way the CIAA sees it, TPMS is a safety-related automotive technology that can save lives. If the car came in with functioning TPMS, it should leave with functioning TPMS. But is the matter really that simple? While the cost of sensors is dropping, many customers will be reluctant to spend the money. In most cases, the monitoring system is not so integrated into the electronics of the vehicle that its absence will cause significant complications. Instead, the sensors amount to a very expensive way of ensuring the pressure inside the tires is within safe parameters. The inexpensive way of doing the same
VOLUME 19
thing? Walk around the car and look at the tires. If in doubt, use a $5 pressure gauge. I think the vast majority of Canadians would understand the CIAA’s concern. But they might also point out that there’s a big difference between preventive systems and reactive systems. Crash-avoidance technology kicks in at a critical moment when human reaction time may not be sufficient to avoid a collision. ABS accomplishes what drivers cannot. Tire pressure monitoring systems, on the other hand, play no role at critical moments. In cases where TPMS are integrated into a vehicle electronic infrastructure such that they cannot be removed without compromising the entire system, then, yes, by all means the sensors need to be present. But let’s face it, that’s not the case for the vast majority of vehicles on the road. Selling more sensors is lucrative for automotive repair shops, but it can be seen as profiteering. In some cases, insisting on the sale could result in lost customers. It’s a tough call, but I believe customers should have the option of declining TPMS when that does not compromise vehicle functions. It falls on you to explain why the light will be blinking. And it wouldn’t hurt to have them sign a disclaimer that acknowledges they’ve requested that sensors not be installed in their tires. For most, the loss of this convenience system will mean that they will simply have to monitor their tire pressure manually for a few months That’s something previous generations had to do as a matter of course.
EDITOR Allan Janssen allan@newcom.ca (416) 614-5814 CONTRIBUTING EDITOR Sarah Voigt sarah@canadiantechnician.ca PUBLISHER Martyn Johns martyn@newcom.ca (416) 614-5826 CIRCULATION MANAGER Lilianna Kantor lily@newcom.ca (416) 614-5815 DESIGN & PRODUCTION Tim Norton production@canadiantechnician.ca (416) 614-5810 GENERAL MANAGER Joe Glionna PRESIDENT Jim Glionna PUBLISHED BY Newcom Business Media 451 Attwell Drive Toronto, Ont. M9W 5C4 Canadian Technician is published monthly except for January and July by Newcom Business Media, Inc., 451 Attwell Drive, Toronto, Ont. M9W 5C4. The magazine serves the Canadian automotive repair and service industry. Subscriptions are free to those who meet the criteria. For others: single copy price: $5.30; one-year subscription in Canada: $42.00 ($40.00 plus applicable taxes); one-year subscription in U.S.: US$60; one-year subscription in all other countries: US$90. Copyright 2014. All rights reserved. The contents of this publication september 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 Canadian Technician. The publisher reserves the right to refuse any advertising which in his opinion is misleading, scatological, or in poor taste. Postmaster: Send address changes to Canadian Technician, 451 Attwell Drive, Toronto, Ont., M9W 5C4. Printed in Canada. Second class mail: Postage paid at Toronto. Canadian Publications Mail Sales Agreement #40063170. ISSN 1710-7644.
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I want to hear what you think. You can reach me at allan@newcom.ca FEBRUARY 2014 CANADIAN TECHNICIAN
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LETTERS
LETTER OF THE MONTH
Part manufacturers need to be told that product quality still matters No matter how hard we strive to install the best quality brand-name aftermarket replacement products, it doesn’t seem to make a difference. We are experiencing way too many fit-and-function issues, and far too many comebacks due to parts failures and customer complaints. The manufacturers need to address this quality issue very quickly or they will force the shops that want to fix every vehicle right the first time to buy OEM parts from the new-car dealerships. We find that the quality has decreased greatly in the last year or so, and has become apparent even in the best, most-trusted brands. Aftermarket manufacturers need to wake up and realize it’s not price point that we’re most interested in. The good shops out there want high-quality parts that they can sell and install with confidence. Failed or faulty components make the entire aftermarket look bad. In this day and age, when the dealers are after our clients, we have to provide a better end result. You only have to look at how many Hondas and Toyotas are now coming into our bays to see that clients pay attention to quality, and not just price. Joe Hasson JMH Auto Sales & Service, Guelph, Ont.
AVOID THE LOW-PRICE GAME
I read your article on charging properly for oil changes (“The True Cost of an Oil Change, November 2013). That’s something I’ve been preaching about for a very long time. I truly hope that some of your readers get the point and start to raise the bar on the oil change. I thought you might be interested to see a picture of our curb sign. Ralph Jarvis Heritage Autopro Calgary Calgary, Alta.
Bob Ward The Auto Guys St. Thomas, Ont.
SERVICE NOTES
Flush-a-phobia Why we sometimes feel conflicted about recommending fluid flushes – even when we know they’re necessary.
VOLUME 18
You’d be forgiven for thinking there’s something of a mixed message in this issue of Canadian Technician regarding fluid flushes. In fact, you may have perceived a mixed message on this subject in previous issues as well. And not just in this magazine, but in other aftermarket publications, and on aftermarket websites and forums too. It’s kind of an occupational hazard when you talk about automotive maintenance. The problem is there are all-too-frequent stories about warrantless sales of flushes and outright fraudulent behaviour at unscrupulous shops. Our guest columnist this month, shop owner Bruce Eccles, discusses a very public recent example of unethical behaviour in this regard. His opinion piece on page 12 cites a CBC investigation into the sale of automotive services that were frequently unnecessary and sometimes not even performed. This kind of behaviour is routinely described by outraged technicians and shop owners as “wallet flushing.” On the other hand, we know that fluid flushes are an important part of a vehicle’s regular maintenance regimen. Carmakers routinely publish flush interval schedules in the owner handbooks that come with their vehicles. As Alan Beech points out in his Collective Wisdom column on page 14, we are absolutely right to recommend fluid flushes when they’re due. Furthermore, the feature article about the AIA’s biennial Demand Study on page 16 talks about the number of flushes that are being overlooked by consumers. It’s a staggering number. No wonder we’re a little gun-shy about selling flushes. And that may go some way in explaining why what appears to be denounced as questionable business
behaviour on one page, is extolled on another as professional diligence. The truth is that like any sale, fluid flushes are sometimes warranted, and sometimes not. In taking my own car for service, I’ve been surprised with a recommendation for a flush that I knew had been done within the last 12 months somewhere else. Gauging the usefulness of fluids by their colour or smell is notoriously inaccurate. The complicating factor in all of this is that it can be painful to have to recommend an expensive service – even when it is necessary. Automotive repair, after all, is not like other retail purchases. When you drop $800 at Best Buy, at least you’re walking out with a new camera or television or phone that you’re excited about. But when you spend $800 on automotive maintenance, you still have the same old car. It looks exactly the same as it did before you brought it in. It might even drive the same. It’s hard to understand where your $800 went. The primary goal of any automotive repair and service business should be to keep its clients’ vehicles running as well as possible, for as long as possible. Delaying a vehicle’s demise – and subsequent replacement – by some months or years will save the consumer a much larger sum. We should not apologize for selling necessary services that extend the life of our customers’ vehicles. That is part of the job. What we need to eliminate is the sale of maintenance services that have no legitimacy or purpose other than to profit the shop. That’s not just self-serving, it’s unethical. I’d like to hear what you think. You can reach me at allan@newcom.ca.
NUMBER 10
451 Attwell Drive, Toronto, Ont. M9W 5C4
By Allan Janssen
EDITOR Allan Janssen allan@newcom.ca (416) 614-5814 CONTRIBUTING EDITOR Sarah Voigt sarah@canadiantechnician.ca PUBLISHER Martyn Johns martyn@newcom.ca (416) 614-5826 CIRCULATION MANAGER Lilianna Kantor lily@newcom.ca (416) 614-5815 DESIGN & PRODUCTION Tim Norton production@canadiantechnician.ca (416) 614-5810 GENERAL MANAGER Joe Glionna PRESIDENT Jim Glionna PUBLISHED BY Newcom Business Media 451 Attwell Drive Toronto, Ont. M9W 5C4 Canadian Technician is published monthly except for January and July by Newcom Business Media, Inc., 451 Attwell Drive, Toronto, Ont. M9W 5C4. The magazine serves the Canadian automotive repair and service industry. Subscriptions are free to those who meet the criteria. For others: single copy price: $5.30; one-year subscription in Canada: $42.00 ($40.00 plus applicable taxes); one-year subscription in U.S.: US$60; one-year subscription in all other countries: US$90. Copyright 2013. All rights reserved. The contents of this publication september 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 Canadian Technician. The publisher reserves the right to refuse any advertising which in his opinion is misleading, scatological, or in poor taste. Postmaster: Send address changes to Canadian Technician, 451 Attwell Drive, Toronto, Ont., M9W 5C4. Printed in Canada. Second class mail: Postage paid at Toronto. Canadian Publications Mail Sales Agreement #40063170. ISSN 1710-7644.
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Numbers By Wayne Moore (905) 632-8770 DECEMBER 2013 CANADIAN TECHNICIAN
We’re sending Joe an EyeSpy poster for this Letter of the Month. Send your letters to allan@canadiantechnician.ca
RAISING THE BAR ON OIL CHANGES
get out of once you get in, and it’s not worth the risk. You owe it yourself to charge a fair price, and you shouldn’t try to match someone who’s not.
Your article on oil changes brought out many good points about what used to be a basic service. As you mentioned in the article, the task has changed substantially. The engines are very sophisticated and require a higher-level technician to perform the job. All of our techs perform oil change services and they follow a prescribed list of checks and measurements, which complements our commitment to a professional service. Using quality products and offering consistent inspections add credibility. Having skilled technicians perform this service adds credibility. If the service is marketed properly with these things in mind, consumers will pay for it. Being completely transparent, answering all questions, documenting your services and most importantly, making recommendations on future maintenance all play a part in bringing customers back. This will also lead to solid referrals. Falling into the price reduction or loss leader specials is a difficult hole to
5
THE WORD ‘FLUSH’ SENDS THE WRONG MESSAGE I read your editorial about selling fluid flushes (“Flush-a-phobia,” December 2013). I suggest that we not use the word “flushes.” It is a poor choice of words, I believe. To me, it sounds very Micky Mouse. Amateurish. My service writer agrees with me. Instead, we use the word “service” as in a transmission service, or a coolant system service. Then we take the time to actually explain what it entails, and what could happen if we don’t do the service. Ernie Jakubowski Mantis Sport / Mantis Automotive Oakville, Ont.
WHAT’S THE BEST WAY TO CHECK FLUID QUALITY? I like your article about fluid flushes. But in it you say, “gauging the usefulness of fluids by their colour or smell is notoriously inaccurate.” That presents a challenge for shops that don’t know the service history of the vehicle. I would be interested to hear how people check the quality, if not by sight or smell. Daniel Grenier Trafic, Pneus & Mécanique Inc Trois-Rivières, Que. FEBRUARY 2014 CANADIAN TECHNICIAN
7
OUT & ABOUT
Gearing up for change Mister Transmission has new owner, new vision, and ambitious goals for the future. By Allan Janssen Mister Transmission is gearing up for some big changes. The company, which celebrated its 50th anniversary last year, has a new owner and is getting ready to unveil plans for a new look, a new focus on technology, and a new commitment to growing the business. “You’re going to see the look and feel of the stores change,” the company’s long-serving president and CEO Randy Moore told Canadian Technician. “We’re keeping the same colour themes but updating things a bit. We’re modernizing.” Moore said a cornerstone of the new strategy will be to equip all of the company’s 68 stores with J2534 pass-through devices that will allow them to offer advanced diagnostics and download services to its aftermarket clients. It’s a service that backs up the company’s new descriptive tag: ‘Transmission and Technology Experts.’ “That’s where we’re headed,” said Moore. “We’re used to providing support for these guys. And our experience so far indicates that we are getting new customers as a result of providing even better technical support.” In addition, franchisees will soon have access to a greater array of tools and resources, he said, including management training, to help them run their businesses. Moore will preside over the changes, with the help of a new chief operating officer, Doug Wallace, and the company’s new owner, Canadian entrepreneur Paul Craven. Responsive Brands purchased Mister Transmission (International) on Nov. 8, though the deal was not announced until December. No dollar figure was disclosed. Mister Transmission (International) had been in the same family hands 8
CANADIAN TECHNICIAN FEBRUARY 2014
Randy Moore (right) hands the keys to a new Ford Mustang to the lucky winner of the company’s 50th anniversary giveaway. Ron Poole of Waterloo, Ont. (middle) is a customer of Waterloo franchisee Brian Schroeder.
since its late founder, Bruce Brillinger, opened the first store in 1963. Earlier in 2013, nearly three years after his death, Brillinger’s widow, Gayle, asked Moore to head up the search for a new owner. Moore met with many companies – both American and Canadian – before he found the right fit in Responsive Brands. By a quirk of serendipity, he first met Craven at the annual Mister Transmission golf tournament in August. They hit it off and negotiations with Craven’s team began almost immediately, culminating in the Nov. 8 sale. The team included Doug Wallace, whose family has been involved with Canadian Tire Corporation for years. Craven’s background includes his own holding company, Craven Capital, and a software start-up, Solarsoft
There are some new faces in the Mister Transmission boardroom these days, including (from left) partner Rick Rogers, owner Paul Craven, and chief operating officer Doug Wallace.
Business Systems, which offered enterprise resource planning (ERP) services for Tier 1 and Tier 2 manufacturing suppliers to the automotive industry. He ultimately sold the company to Epicor. “They’re good guys. And they’re Canadian, which made Gayle very happy,” Moore said. “Responsive Brands had the missing ingredient that we wanted. It had the same kind of value system that we’ve always had – and that was critically important to Mrs. Brillinger.” All agreed that they didn’t want to detract from an ambitious Ford Mustang giveaway contest and the company’s 50th anniversary celebrations with the announcement of the sale. “We wanted to keep it low key,” he says. “But we’re excited now to discuss some of the neat stuff we’ve been working on in the background. It’s been a whirlwind of activity, but it’s all good activity.” Franchisees have already received several communications about the sale and will get additional details about future plans for the company at the annual spring meeting in March. Craven says his role in the company will be to help lock in the strategy and then get out of the way so the management team can execute it.
Precision Brand “I’ll be looking to Randy and Doug to run the company,” he said. “Right now we’re making sure we’re all on the same page. We’ve got a lot of things planned to help continue to build this company.” He said he is focused on increasing value for the company’s existing franchisee base, increasing same-store sales, and growing the number of stores in Canada. He believes there’s room in the market for at least 100 Mister Transmission stores in Canada. “We come to work every day
with those three pillars in mind,” he said. “It involves everything from improving what you’re doing now, to finding new things that you haven’t been doing that will make you more successful. In every case, it’s all about improving salesmanship, finding new customers, and finding new ways to serve your existing customers.” “We’re very excited about what lies ahead,” said Moore. “We’ve got a great team in place and we’ll be working closely with our franchisees to grow the business.”
CIAA releases policy statement on TPMS The Canadian Independent Automotive Association (CIAA) says if a car is supposed to have working tire pressure sensors, it should never leave a shop without them installed. The association has released a policy statement that independent shops can use when handling customer concerns regarding TPMS. “It’s your call as a business owner, but we feel that safety is paramount and the liability of shops is at stake,” says CIAA executive director Art Wilderman. “It’s most advantageous, from a safety and liability standpoint, to not allow any vehicle to leave without the TPMS system functioning, if it was functioning properly when it came in.” He points out that there are no laws in Canada requiring TPMS in vehicles, and none of the provinces have written regulations on TPMS, but every province has legislation that forbids people from disabling safety systems. The association began studying the controversy last year and held several discussions with stakeholders. The association’s board of directors recently released a policy statement that can be posted in waiting areas, explaining to customers why they should welcome the use of TPMS on their vehicles. “Most shops will take the time to explain the reality of safety, tire life, and fuel economy when explaining TPMS,” said Wilderman. “If a tech brings in a vehicle and sees a TPMS light on the
dash, it should be addressed immediately. Most of the shops that I’ve talked to that are really behind this policy will simply refuse to install the tires if the TPMS system isn’t functioning.” In an email to members, Wilderman pointed out that while there are some shops that are “compromising the TPMS” on vehicles, primarily when installing winter tires and wheels, the CIAA has found that most of the more reputable tire centers and independents are not compromising these systems. TPMS systems became mainstream after a number of crashes in the U.S. involving Firestone ATX about 10 years ago. The fatal crashes were found to be the result of faulty tires, heat, and wear, along with vehicle design. As a result, TPMS was mandated to be installed on all vehicles built in the U.S. or imported into the U.S. beginning in 2006 and 2007. Wilderman said Canadians are impacted by virtue of the fact that most vehicles built here and imported here have these safety systems installed at time of manufacture. He said disabling or causing the TPMS system to be non-functioning could open a person or business to a liability if an accident was caused because of tire failure. When using this new policy statement, the CIAA says it’s important to stand by your position on the issue and be thorough in your explanations to potential clients if they are to understand the value in keeping the system functioning.
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OUT & ABOUT
Auto Care Association to launch in spring The U.S.-based Automotive Aftermarket Industry Association (AAIA) is rebranding itself as the ‘Auto Care Association.’ The new name with a simplified logo will be unveiled in spring 2014, said association president and CEO Kathleen Schmatz. Speaking at the annual “Town Hall”
breakfast in Las Vegas in November, Schmatz said industry leaders have long been vexed by the widespread misunderstanding of the term “aftermarket.” She said along with the new name and logo, the association will have a new website at www.autocare.org, which replaces the current site at www. aftermarket.org.
Finding balance away from the shop
Ontario shop owner says beekeeping is ‘all the buzz’ When Chris Baughman needs to unwind after a busy day at the shop, he spends some time with his friends… all 480,000 of them. Only three years ago, the Bancroft, Ont. shop owner discovered his passion for beekeeping. Since then his backyard colony has grown to eight hives. “You have to be calm when you deal with bees, because if you drop or show any aggression, you’ll get stung. Looking after the bees helps me relax, because it forces me to relax!” Baughman, who was a finalist in the Canadian Technician of the Year competition last year, is now a member of the Ontario Beekeeper Association. Along with his wife, Jennifer, he recently launched a small business from his hobby. Hee-Bee-Gee-Bee Apiary and Bee Products sells unpasteurized local honey, pure beeswax candles, soaps, lotions, and beauty products. He also runs beekeeping workshops at a local college for anyone who wants to give beekeeping a try before they start their own hive. “Looking after bees isn’t too hard, and you’ll rarely get stung if you know what you’re doing.”
How do you find balance? Send your story and a high-res photo to sarah@canadiantechnician.ca. 10
CANADIAN TECHNICIAN FEBRUARY 2014
E M I S S I O N S C O N T RO L
S H O C KS & S T R U T S
Automotive Service and Repair Week heading to Motor City this summer
E
ASRW is comprised of a number of automotive industry shows, including the Congress of Automotive Repair and Service (CARS), the International Autobody Congress & Exposition (NACE), the InterIndustry Conference on Auto Collision Repair (I-CAR), and the Collision Industry Conference (CIC). The year’s event will also feature the Collision Repair Education Foundation’s annual golf outing. And at the heart of it, organizers say, will be a “world-class tradeshow floor filled with the latest products and services.” Expanding the show and moving it to a new location “represents the beginning of a new era for our industry,” said Dan Risley, executive director of ASA. “If you’re a car person, you will not leave the city disappointed.” Visit www.asrwevents.com for more information.
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What a nut!
Have an interesting picture to share? Email a high-resolution image to: allan@canadiantechnician.ca
OL
$
EYE SPY The brakes on this brand new 2014 Toyota Corolla were just howling, says Julio Savarino, parts and service fixed operations manager, at Woodbridge Toyota in Woodbridge, Ont. When technician Daniel Palmieri pulled the wheels, he found out why. “A chestnut was wedged between the caliper carrier and the rotor hub!” Julio writes. Some squirrel somewhere has to be wondering what happened to his dinner.
NR
L
The 2014 edition of Automotive Service and Repair Week (ASRW) is being billed as a week of comprehensive education and training taught by the brightest minds in the industry. Normally held in October, this year’s event will be held July 30 to Aug 2 at the Cobo Center in Detroit. And for the first time ever, ASRW will feature significant involvement by vehicle manufacturers in training programs, facility tours, and forum participation. “This is quickly developing into a very inclusive event,” said Bill Moss, mechanical division director at the Automotive Service Association (ASA). “The OEs are opening up to ASA and our membership in exciting ways. We are looking forward to significant involvement by the big three and other carmakers.”
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11
OUT & ABOUT
By the numbers
Stats that put the Canadian automotive aftermarket into perspective.
Sources: DesRosiers Automotive Consultants, AIA Canada Outlook Study 2012, AIA Canada’s Canadian Automotive Aftermarket Demand Study 2013, Porsche Cars Canada, Parliament of Canada, Economics Division.
22 million 7:1
The ratio of automotive maintenance and repair shops to new car dealerships in Canada. There are only 3,464 dealerships, and over 22,500 general service facilities.
The number of registered vehicles in Canada… and that number is on the rise. In 2013, Canadians bought a total of 764,382 passenger cars and 978,730 light trucks – which more than replaces the 1,102,787 vehicles that were sent to the scrap yard.
The average odometer reading when Canadian cars are retired. Only 10 years ago that number was just 230,000 km.
30,000 KILOMETERS
103,542
The estimated number of service bays in Canada.
June 10, 2013 The day in 2013 that Canadian families had earned enough to pay their total tax bill for the year. Known as “Tax Freedom Day,” the earliest on record fell on May 3, 1961 and the latest Tax Freedom Day on record was June 24, 2000.
150 12
The number of new models and major redesigns introduced by vehicle manufacturers from 2010 and 2012.
CANADIAN TECHNICIAN FEBRUARY 2014
The recommended oil-change interval for a Porsche 911 Turbo built after 2001. According to the official maintenance schedule, these high-end machines can go up to two years without changing the oil.
$623.47
The average amount Canadians underspent on vehicle maintenance in 2012. The total spent on vehicle maintenance and repairs was $19.27 billion, but if everyone maintained their vehicle the way the most diligent vehicle owners do, that number would have been closer to $33 billion.
260
The number of new models and major redesigns expected to be introduced between 2013 and 2015.
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ITS YOUR TURN
An industry divided We know the value of a licensed tech’s work… but we need to make sure the customer knows it too. By Matt Martel There’s a big difference between the highly-trained licensed technicians that work at full-service repair facilities, and the unlicensed and untrained employees at quick-lube shops. You and I know it. But does the consumer? The fact is, it costs a lot of time and money to train an automotive repair technician. And the costs continue, even after they are licensed, in the form of ongoing training. Those costs factor into the pricing structure of every full-service automotive repair and service shop. Quick-lube places do not face these costs because they’re not required to staff licensed techs. Yet many consumers think lube shops offer the same level of service that full-service shops offer. Frankly, the fact that they are our competition in the first place is mind-boggling to me. But that’s the reality. To many consumers, we’re all the same. The full service industry needs to band together to combat this misconception. I think we’d all benefit from an ad campaign to promote the advantages of qualified automotive service… as well as the disadvantages of unqualified service. We should let consumers know that qualified automotive technicians can identify safety issues – including those that have the potential to cause fatal accidents – that would not be spotted by untrained eyes at quick-lube shops. We should point out that a vehicle inspection at a full-service facility is far more comprehensive than what happens in a lube shop. We don’t merely check fluid levels. We should stress that even new vehicles need to be properly inspected. Whether a car has 100,000 kilometers
on it or 10,000, components can fail. Qualified technicians can identify unusual wear patterns and faulty parts before they cause unsafe driving situations. We should let consumers know that “no appointment necessary” is not a great reason to choose a service shop. It may be convenient but a bigger consideration is how qualified are the people who do the work. At lube shops, the “tech” is not trained in vehicle mechanics. Fluid changes are all they’re trained to do. I think it should be mandatory for quick-lube places to be more honest about the way they operate, and the limitations of their staff. Accepting lube shops as equivalent to full-service shops devalues what we do for a living the same way backyarders do. Unfortunately some licensed techs do side work in their own driveways to supplement their income. They are giving consumers a low-cost alternative to the kind of proper job a full-service shop offers. Like lube shops, they create demand for inferior services. I believe that if consumers understood the true value of competent work, many would choose full-service
shops over lower-cost alternatives. This would help our industry as a whole. And if the technicians who routinely do side work, can convince their clients to take their cars to the shop for the full-service job, they’d be proving their value as employees. They might even be able to use their clients as a bargaining chip for higher wages or a better bonus. I’m sure that last suggestion will get the blood of some readers boiling, but I believe it is important to bring consumers back into the fold of full and competent service. We would all benefit – and our roads would be safer – if more consumers serviced their vehicles through the proper channels. And they’ll only do that if they truly understand the great divide that exists between full-service shops and cheaper alternatives.
Matt Martel is the owner of Lebrun Service Center in Ottawa, Ont. He is also a member of the Canadian Technician Advisory Panel.
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COLLECTIVE WISDOM A management feature that explores the lessons learned in peer groups.
The Goldilocks formula There’s a sweet spot that’s just right between overselling and underselling maintenance services. Thanks for your letter, Sergio. Like many shop owners I’ve met across this country, you clearly take very seriously the job of maintaining your customers’ vehicles. Unfortunately, there are some shop owners who don’t have the same kind of concern about what is ethical or proper when it comes to selling maintenance. rs re Some of them recommend nothing at all to their customers. LAN e vehicle manufactu g A R A E These are the ones who are typically unaware of the value of D din f th e many o not inclu k li e s ’r y m e e h preventive maintenance. They’re not doing their customers any n !T It se anges o ir minds h e c th id t u s fl favours by not ensuring that basic services get done. ant have lo t import n these s e o h m w e d n Others recommend every flush and service they can think of th s. A some of een b schedule e e v c a n h a n to every customer that comes through their doors. These are the als inte y the interv il their ma , s d a e e d n lu a ones who have probably become jaded after years of struggling ec are inc t damag a th services t in o ! to make ends meet in their businesses. p ed d to the ts replac e g id u to stretche fl The best course of action, of course, lies somewhere between in e nt e time th fore I we th e y b b n r u ia c ic those two extremes. I call it the Goldilocks formula. It has to n es oc as a tech hat it tak w d e d n in a ta tr rs be just right. I was lf. I unde despite for myse w that, s I agree with you that we have to act in a truly professional o s n e k in I s u t. b las r says, le e r ic h tu e c v fa manner, giving advice that helps customers achieve their a nu oil to make hicle ma n e e v e e n tw o e long-term goals for their vehicles. rs b least kilomete what at 0 0 ,0 5 There’s no doubt that today’s cars are lasting longer. I n’t go 2 l a a car ca ic know you’ve heard me say that before, but its relevance in th e to be as ! is s le ip E c changes this discussion is unavoidable. Those in the know predict rin eO uiding p what th g y in m e f v o e that the average out-of-service mileage for cars built in this eli es One ometim I don’t b s . t le u ib b s s decade will be over 320,000 kilometers. That’s what the g… as po are doin tions as a s d r n e r e tu m odometer will read when the vehicle is finally crushed c m manufa my reco n o ti s e u in a recycler! If that’s the average, can you imagine how rs q d custome n e m m t. long a car might last if you take excellent care of it? o rec hones g how to in being dis id c e d The two things that can really extend a vehicle’s life elp me in Please h ! s are good driving habits and regularly changing critical ice ance serv n te in a fluids. You can’t do much about your clients’ driving m io rg habits, but you can sure tell when fluids have not been —Se ice rv e S to changed in a while. Apex Au When a fluid mixes with contaminants like metal shavings, clutch material, or carbon, it will lose its natural colour. The contaminants will compromise the fluid’s ability to lubricate effectively. In fact, the fluid can actually become abrasive, wearing down critical parts. This will cause a build-up of heat, which can burn the fluids. Clearly, this is not a good scenario. When fluids are changed, contaminants are removed and the new fluid can lubricate the way it was designed to. The result is 16
CANADIAN TECHNICIAN FEBRUARY 2014
longer component life. So if vehicle manufacturers know this, why are they extending the service intervals? They might say that fluids and filtration have been improved to last longer… and that’s true. But the major reason they stretch the intervals is to make their vehicles more appealing, especially to fleet buyers. A manufacturer wants to have the lowest maintenance cost possible. They’d like to be able to say, “Our vehicle requires less than $200 a year in maintenance for the first 100,000 kilometers.” Remember, manufacturers are most concerned about vehicle reliability during the warranty period… and that’s usually long over by the 100,000-kilometer mark. Similarly, most lease companies are only interested in the first 100,000 kilometers of a vehicle’s life. And many fleets are the same way. So that’s why some people are completely comfortable with a lax approach to maintenance. But most of your customers don’t have the same attitude to vehicle longevity. They want their cars to last the full 310,000 kilometers or more. So let’s look at the true value of flushes. Work through this little exercise with your front counter staff.
Start by noting the cost of a power steering flush. In our case, that’s $89. Now identify all the potential repairs that can be avoided by regularly changing power steering fluid. By my calculation, it would be close to $1,900. Dividing $89 into $1,900, we see that for every dollar you spend on power steering services, you could save up to $21! But don’t let me do the numbers. Do the exercise and come up with your own numbers Service cost
Potential repair cost
Power steering flush $89
Rack Pump TOTAL
TOTAL
$89
$1,200 $700 $1,900
I think you’re going to find similar benefits for all of the most common flush services and maintenance jobs: oil changes, coolant flush, brake fluid flush, transmission service, differential service. I’d recommend that you combine all your services and repairs so that you can come up with one number that is an average. Then you can make a very bold statement at the front counter: “Our experience tells us that for every dollar spent on maintenance services you can save $21 in repairs.” Now, Sergio, I’m finally going to tackle your main question of how to
recommend maintenance services. I think it’s time for you to have an open dialogue with your clients around the question of scheduled maintenance. What are their plans for the vehicle? Are they going to treat their vehicle like the lease companies do, and exchange it for a new one before the 100,000kilometer mark? This is the most expensive model for vehicle ownership, but if that’s their plan, then probably they should just follow the manufacturer’s suggested maintenance schedule. However, if they’re like most Canadians and can’t afford to purchase a new vehicle every four or five years, they need to take a more aggressive approach to maintenance – one that will keep repair costs low and extend the life of the vehicle. The key to this process is open communication with your client. Keep in mind that you’re the expert on maintenance. The client is looking to you for advice. You are the trusted source of information for many generations of families. You know your clients and you can help them navigate these maintenance schedules. The final step is to make sure that you properly track the maintenance requirements for your customers so they know when the services are due. As I said in my opening, don’t fall into the trap of under-recommending or over-recommending vehicle maintenance. This is a Goldilocks situation. It needs to be just right. Take the pressure out of the selling process and become a consultant. This is the number one key to long-term trusted relationships with your clients. When you do this, you will have clients beating a path to your doorway… and your shop’s future will be assured.
Alan Beech is The Shop Coach, helping independent auto shop owners like himself rediscover their passion for the auto service business. You can reach Alan at alan@beechconsulting.ca
FEBRUARY 2014 CANADIAN TECHNICIAN
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TELEMATICS
Who will get the call when your customer’s car phones home?
By Allan Janssen The subject of telematics seems to come up at every automotive conference these days. Most recently, the Equipment and Tool Institute announced that its annual Tool Tech Conference, to be held this spring in Sonoma, Calif., will be dedicated almost exclusively to the notion of “The Connected Car.” And organizers of the upcoming Global Automotive Aftermarket Symposium (GAAS) in Chicago, say they will unpack the whole issue of telematics, with a strong concentration on who owns the information that comes from a car’s engine. “There’s a major change going on in the industry,” says GAAS chairman Denny Welvaert. “We’re going to look at how we can implement telematics in the aftermarket so that we can compete with the OE side of the business and drive more business back into the aftermarket channel.” In fact, with the rapid advance of communications technology, vehicle manufacturers, parts makers, and aftermarket repair chains are all jockeying for position in a field that could completely reinvent the way consumers get their cars fixed. The Automotive Aftermarket Industry Association (soon to be rebranded as The Auto Care Association) has even launched an annual Telematics Challenge to recognize technology that best helps independent service providers catch up with dealerships on this
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The battle for vehicle data important front. “We’re looking to identify products that answer the competitive threat of an embedded OE connectivity solution,” explains Scott Luckett, chief information officer for AAIA, “because OE solutions are going to ‘call home’ when the car is sick or when it reaches a maintenance milestone, and the aftermarket is going to be reacting to an event, rather than being proactive.” The stakes are clear. “Right now the OE is online with the vehicle,” says Luckett. “The aftermarket is offline.” In 2012, the first year of AAIA’s Telematics Challenge, Delphi Product and Service Solutions (DPSS) predictably stole the show. Its “Connected Car” solution, developed in partnership with Aftermarket Telematics Technologies LLC, won the award based on how it links consumers to the independent aftermarket service channel, as well as supports the independent car care and traditional parts distribution models. In 2013, the award went to Verizon Telematics for its “In-Drive” system, which offers consumers a choice of telematics services including vehicle operation data, roadside assistance, remote diagnostics, and service reminders. Eric Berkobin, vice president of engineering for Verizon Telematics, says the telematics field is so new that a lot of what Verizon’s devices can capture still goes unused. “We collect it and a big piece goes to the insurance industry. But then, it’s like, what do we do with this?” he says. “Emissions data, we collect it but don’t do anything with it. Check engine light data, we collect it but don’t do anything with it. We should be sending it to you all (in the repair industry), based on some opt-in relationship with the consumer.” The potential benefits for the repair industry and consumers alike are indis-
putable he says. But bringing it to the aftermarket is an ongoing process. “We still haven’t stitched that up yet,” he says. “It’s a business plan we’re working on.” This is perhaps illustrative of the state of telematics in the aftermarket. Connecting the car in new and unique ways is a booming field, with ever-faster processing speeds and seamless connectivity to the Internet rewriting the boundaries of what is possible in mobile environments. But the implementation has been a tricky problem to solve. Part of the debate, as Welvaert alluded to, is who owns the engine management data that can prompt regular maintenance and repair work. Since telematics devices are installed at point of manufacture and Powerful telematics devices offer instant remote monitoring of customer vehicles.
vehicles are sold with them already imbedded, does the information belong to the vehicle owner? Bethesda, Maryland-based AAIA says yes, and they’re prepared to lobby hard to have the U.S. government see it that way too. Consumers should have the freedom to direct the data where they’d like it to go, they say, whether that’s to the dealership or to an independent service provider. But some experts say this could be a tough sell. Speaking at last year’s Automotive Aftermarket Parts Exposition, the president and CEO of the Consumer Electronics Association said AAIA is “pushing a very heavy boulder uphill.”
“Whether people are in charge of the data in the products they own is always going to be disputed,” said Gary Shapiro. “As a consumer I want the freedom to go anywhere with my data, but politically it is going to be a challenge.” Nevertheless, AAIA’s Luckett is pressing the argument because of its importance to the future of the independent aftermarket. “When I hear OE car companies like BMW announce, as they did this summer, that their telematics systems will be in every 2014 vehicle they sell in the U.S., and they’re going to come turned on, for free, for 10 years, well, that tells me what the car companies see in that technology.” He said the aftermarket has worked diligently to resolve the hardware issues that stand in the way of offering their own telematics devices. “We want the consumer to be able to get the safety, convenience, and security of these telematics features without the need to buy a new car that has the technology built-in,” he says. “I’ve been going to telematics conferences for a number of years and people have been racking their brains trying to figure out the business model, who’s going to pay for it and so forth. And I think we’re close. By this time next year, I believe we’ll be able to point to some successes. It truly is on our doorstep.” Indeed, the Michigan-based Auto-Wares Group of Companies has launched an aftermarket telematics solution for its more than 1,000 Auto Value and Bumper-to-Bumper parts stores and certified service centers throughout the U.S. midwest. The company is working with Delphi to deliver remote vehicle diagnostics, roadside assistance, service and maintenance, and vehicle health monitoring benefits to its network members. “This technology will build strong
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The technical challenges of telematics are largely solved. The trick now is figuring out a business model to bring the technology into the aftermarket. Here’s Delphi’s proposed model. Other ideas are being developed.
value for our network by supporting our shops with marketing and part sourcing,” says Auto-Wares CEO Fred Bunting. “In turn, they are assisting their customers with remote vehicle diagnostics, and other service and maintenance benefits.” Auto-Wares anticipates its new telematics program will not only help improve vehicle performance and safety for consumers, but also contribute in helping to drive the parts and services business for its customers. The sale of parts and service will help propel aftermarket telematics programs, predicts Malcolm Sissmore, Delphi’s country director for Canada and the North American sales director for training, telematics and tools. “We have a couple of different pilots going with shops and jobbers stores in Canada, where they’ve been using the devices, interacting with them, seeing the capabilities of the technology, and starting to form their own business models of how they’d like to go to market with them,” he explains. “Everyone’s trying to figure out how to turn them into a commercial
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arrangement that involves the part supplier, the jobber store, the repair shop, and the consumer.” Delphi has 50,000 telematics units already in operation – mainly on the insurance side of things. The question is not if they can be put to use in the aftermarket, but how shops will choose to use them. “The differentiator is going to be how these services are branded, how shops go to market with them, how much they charge for the service – or don’t charge for it – and what they’re going to do with it,” he says. A wealth of vehicle data could lead to increased sales in things like batteries, spark plugs, oil changes, brake services, and emissions components. And while the initial adaption may be greatest at the fleet level where ongoing vehicle monitoring is already becoming commonplace, there’s enormous potential to offer increased levels of service to individuals who opt to have an aftermarket telematics device installed. Large service chains could develop their own telematics programs, while
smaller independent shops would likely have to buy solutions through their jobber and then sell it to their customers. “It all depends on how shops want to go to market,” Sissmore says. “We’re being careful not to tell shops how to do their business. They know how to do business with their customers.” He sees telematics as primarily a loyalty program. “We’re trying to strengthen the aftermarket’s ability to retain the customers,” he says. “The OEs are very good at keeping cars in their bays. So this is a defensive measure for the aftermarket.” Mark Seng, vice president and global aftermarket practice leader for IHS/Polk, says it’s important for aftermarket shops to close the telematics gap or risk losing the opportunity to meet consumer needs as their vehicles get older. “We need aftermarket solutions to this very real industry challenge,” he says. “The car companies have spent a lot of time and money understanding loyalty. When an indicator light goes off inside the vehicle, their telematics devices give them a chance to contact vehicle owners directly and say, ‘Hey, I notice you need an oil change. Why don’t you come in this week? We’re running a special. We’d love to change your oil on Friday.’ Then they get the opportunity to find the other repairs that are needed on that vehicle,” he says. “But telematics doesn’t have to be an OEM installation. The aftermarket can develop the technology to do the same kind of thing.” Delphi’s Sissmore points out that telematics has the potential to completely flip the traditional relationship between service providers and vehicle owners. “Consumers used to have to pick up the phone and communicate when something went wrong with their vehicle,” he says. “This is the complete reverse. Now the shop can be proactive with the consumer. When something goes wrong, the consumer gets a phone call from the repair shop.” How eager is the consumer to sign up for that kind of service? “Well, that’s the $64 million question, isn’t it,” he says.
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Search Engine Finding the right repair information quickly is a key part of the job for automotive technicians. By Jeff Taylor
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Finding sources for reliable repair information has become an inevitable part of the job for today’s automotive technicians. There aren’t too many things you can do on a vehicle anymore without using some form of information system. Whether you’re doing a simple oil change or removing a cylinder head, you need an up-to-date information system to ensure that you do the job properly. The average tech needs to research countless details for even the most basic jobs. For example, you have to know how much oil the engine you’re working on can hold (since many don’t even have dipsticks anymore). You also have to know what particular type and specification of oil the engine needs. Using the wrong oil can do terrible damage. If I’m trying to diagnose a checkengine light on a 2011 GMC pickup with a 5.3l V8 engine and I retrieve a code P014A, what does that code
mean? It’s not the easy P0300 misfire or P0420 catalytic efficiency code that I’m familiar with. I will have to call it up, using one of the several information systems that I have available to me. Codes are not always the easy straightforward ones like misfire, cat, or evap. They now include letters (hexadecimals) and many newer vehicles can have hundreds of codes. Even more if it’s a hybrid. If a 2014 vehicle rolls in for a tire repair, it would be tough to retrain the TPMS sensor or turn out the TPMS light without a proper information system. This kind of repair information is extremely important… and it’s only going to get more specific as vehicle manufacturers strive for better fuel economy and lower emissions. When I started in this business – and that was a long time ago – if I needed to know something about a vehicle, the
Before we entered the digital age, accessing repair information could be an onerous task. There were fewer information wasn’t as easy to find as it is today. The limited amount of information that was available was usually found in a hardcover service manual or an old dog-eared catalogue that was kept with dozens of others in a rack out back. If you were trying to estimate a job, you first had to look up the repair time in a flat-rate book. I still remember when we got the flat-rate manuals for foreign vehicles. What a difference! Before we entered the digital age, accessing repair information could be an onerous task. There were fewer vehicle models in those days and a fraction of the engines… but finding information was often a challenge. The most complicated wiring work I had to do involved the aluminum wiring in the rear of a GM car. Wiring diagrams back then were harder to find… and heaven help you if the page was ripped or folded or stained or faded! Your work instantly got harder. Those days have been over for a long time now. Repair information is available from a number of sources and it’s both easier to find and more reliable. What hasn’t changed, however, is how important it is to a technician’s daily life. There are a number of players in the automotive information game, and they all have their pros and cons. In many cases, you purchase a subscription to access information through your computer. Printed versions are pretty much gone now. They’ve been around for decades, and they are deeply rooted in many of the shops that I’ve visited over the years. Most techs started using them in a printed format and had to make the switch to CDs and then DVDs as technology changed. Moving to downloadable information was a challenge for some shops, especially when high-speed Internet wasn’t yet
vehicle models in those days and a fraction of the engines… but finding information was often a challenge. available. But that transition has been made, and the speed of accurate search results has gone up with it. Over the years, you would get used to the system you used most frequently. Any tech who has been turning wrenches seriously for a few decades is bound to have a fair bit of experience with these valuable resources. Ask which is their favourite and they’ll probably have an answer ready for you. They’ll make it sound like one is far better than the others. I hear this all the time. And while I also have a favourite
source for repair information, I have come to realize they’re all really pretty close to one another in most respects. There are subtle differences in layouts, search abilities, and ease of use, but they all have a wealth of information. They’ll all have more complete data in some areas, and shortcomings in others. The only real difference, in my experience, is in your familiarity with the system. These days, technicians are also turning to other online sources. Identifix and the International Automotive Technician Network (iATN), for example, have become incredibly valuable to professional techs around the world. They are part of what I call the “Silver Bullet” approach to automotive repair. The content that forms the backbone of these sites is created by the users who frequent them. The database of repair suggestions grows each time a member contributes a comment. Discussions are archived for
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future reference, and can be searched by vehicle type, trouble code, problem category, key words, or general issues. They have grown into an invaluable database of repairs and fixes submitted by the users. They also now include many other features, from OEM information, to factory-scheduled maintenance, to management ideas. Where conflicting information exists, OE websites offer the final word. Most vehicle manufacturers have invested in online resources to pass on the most accurate repair information, procedures and factory diagnostic tools. You can’t question their authority on the subject. They built the vehicles. Most OEMs will supply us with all the information that we need to properly repair and diagnose the vehicles they built. There is a fee in most cases, but the websites will provide all the information you need… and they’re kept up-to-date. In many cases this may be your last resort to find information on new models that is not available anywhere else. If you’re working on European vehicles, this may be your only option. Many European OEs incorporate their manuals into their scan tools software. If you’ve never logged onto an OEM website to find information, take the time to set up an account and give it a try when things are slow in the shop. You’ll quickly get the feel of how they provide the information you need. You don’t want to log on for the first time when you’re in a last-minute panic situation, with somebody waiting in the office and a light on the dash that you can’t turn off. There are many other ways that repair information is made available to working technicians. Associations, buying groups, large chains, training companies, and part makers have all constructed websites and newsletters 24
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Our jobs hang on our ability to access accurate repair information quickly. When looking for answers, the key consideration is how relevant will the results be to what I’m trying to fix right now? aimed at educating users. You will also find a plethora of blogs, forums, DIY clubs, enthusiasts, and owners groups online. Some of them offer excellent information… others offer little more than uninformed opinion. The Internet has made instant experts out of many car owners and do-it-yourselfers. Ignore the bad sites. But when you find a good one, bookmark it. You may not need it now, but someday it could come in handy. Finally, there is a great source of information that is often overlooked. It comes free with the vehicle and can often be found in the glove compartment: the vehicles owner’s manual. Personally, I’ve found them to be very valuable over the years. In addition to being easy
to use, it is specific to the very vehicle you’re working on. It is truly a treasure trove of information… from fluid types, to fuse locations, to capacities, to reset procedures, to wheel torques, to headlight replacement. Our jobs hang on our ability to access accurate repair information quickly. When looking for answers, the key consideration is how relevant will the results be to what I’m trying to fix right now? You have to be skilled at using the right search engine… or you’ll end up spending a lot of time reading stuff that has no bearing on the job at hand. An up-to-date information system is an absolute must these days. I can’t stress that enough. It has to be up-to-date. Thankfully, most modern technicians have access to a good source of repair information. Shop owners recognize how important it is, and they’ve invested in subscriptions for their shops as well as high-speed Internet access. The resources you use to gain knowledge about a repair procedure are not unlike the tools you use to do the actual work. Just as you become more proficient with your tools the more you use them, you become more adept at finding information the more you look.
Jeff Taylor is lead technician at Eccles Auto Service in Dundas, Ont.
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CANADIAN TECHNICIAN FEBRUARY 2014
Federal-Mogul has introduced innovative Moog Problem Solver control arm bushings featuring a patent-pending ball-and-socket design that eliminates stress-induced failures encountered in original equipment-style parts. The new Moog bushings, which are said to last up to 10 times longer than OEstyle bushings, are available for millions of popular foreign-nameplate and domestic passenger vehicles. In addition, the new Problem Solver bushings are permanently lubricated and sealed to prevent contamination. tinyurl.com/ct-prod-647
Shockwave lift technology Rotary Lift’s Shockwave technology is now available on the company’s popular SPO12 two-post lift, with a capacity of 12,000 lb., making it possible to service pick-ups, work trucks, and vans faster than ever. Equipped with the Shockwave package, the SPO12 can lift a vehicle 80 inches in just 25 seconds and lower it in 19 seconds. Shockwave-equipped lifts are battery operated with a built-in charger, which eliminates the need for 220V wiring. The lifts can even be used during power outages, so a vehicle is never left stranded in the air. tinyurl.com/ct-prod-646
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Import parts Standard Motor Products has added 412 new part numbers to its Intermotor line of genuine import parts. The Intermotor line expansion features over 175 new switches for more than 80 million additional vehicles in operation. There are also more than 125 additional sensors, including those for TPMS, secondary air injection, exhaust gas temperature, camshaft and crankshaft. Additional key category expansion includes ignition coils, canister vent solenoids, EGR valves and solenoids, fuel injectors, airbag clocksprings, and power door lock actuators. tinyurl.com/ct-prod-645
Ross-Tech has released its new Hex-Net wireless interface and the VCDS-Mobile software, to allow technicians to do factory-level diagnostics on a smart device such as an iPad using just a web browser. Hex-Net, used in conjunction with the company’s VCDS program, makes diagnostics for VW
and Audi accessible via most modern mobile devices equipped with WiFi and a modern browser. The company says the design opens a whole new area for diagnostic tools, with the actual software running in the interface and sending web page images to the browser. tinyurl.com/ct-prod-640
Tire changers Hunter Engineering has released a new generation of Swing-Arm Tire Changers with more rigidity, power and performance than models currently on the market. The TCX53 Performance, TCX51 Professional and TCX50 Standard tire changers are each heaviest in class with more stiffness to handle today’s tough tires. Each tire changer also uses Hunter’s PowerOut bead loosener for the most powerful in-class bead breaking capability. New generation Swing-Arm tire changers feature an easyto-use adjustable tabletop that provides a 10- to 26- inch clamping range. tinyurl.com/ct-prod-636
Struts The Rancho RS7000MT monotube strut series now includes coverage of popular Ford, Chevrolet, and GMC trucks, including 2014 Chevy Silverado/GMC Sierra 1500 2/4WD and 2010-2013 Ford F-150 truck models. They feature vehicle specific valving and engineering. Rancho RS7000MT struts can help to quickly dissipate heat, to help prevent overheating during extreme use or towing. Each RS7000MT monotube strut is brushed and plated. Each strut includes the spring seat and requires the re-use of the OE coil spring and mount. tinyurl.com/ct-prod-633
Mobile work station Car mats Automotive replacement parts Cardone Industries has introduced several new products to its portfolio of automotive replacement parts. EGR valves, oil rail repair kits, and removal tools for Ford Power Stroke applications join the A1 Cardone Fuel/Air Systems division. Brand new camshaft position sensors join Cardone Select Electronics, and remanufactured Electronic Parking Brake Calipers supplement the A1 Cardone Brakes division. They’re available through MyCardone, the company’s distributor website, and through industry e-catalogues. tinyurl.com/ct-prod-631
Auto-Camping has a new direct fit car mat line, priced well below the OE car dealerships. The company points out that, contrary to the generic one-size-fits-all mats available in big mass merchandise stores, these mats are a direct fit. Economically priced, the 57 new SKUs are available in rubber and velour textile. Made in Germany, the mats are equipped with fastening holes and hardware. They’re available for many popular European vehicles. tinyurl.com/ct-prod-634
Snap-on has introduced a new mobile work station (KRSC332PC) featuring the Verdict Diagnostic and Information system. The cart is designed allow service technicians to use their Verdict anywhere in the service bay much more quickly and productively. The work station is welded, not bolted, for superior strength and to keep the Verdict system and accessories protected. It is fully enclosed and easy to open and shut; the monitor and the Verdict stay in position, ready to use. tinyurl.com/ct-prod-644 FEBRUARY 2014 CANADIAN TECHNICIAN
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PRODUCT CENTRAL Impact wrench
Performance exhaust Dynomax says its new DynoMax Performance Exhaust systems for 2010-2013 Chevrolet Camaro Convertibles 6.2L V8 and 3.6L V6 platforms help boost performance by up to 15 horsepower and improve torque up to 21-ft.-lbs. They’re built from 2.5-in. mandrel bent, stainless steel piping; a set of stainless steel Ultra Flo welded muffler assemblies; and a pair of buffed and polished, stainless steel slant cut tips. Each new DynoMax Camaro system includes all of the necessary OElike hangers, brackets and accessories and highly detailed, thorough installation instructions. tinyurl.com/ct-prod-628
Sensors and switches Wells Vehicle Electronics has added 301 new parts to its portfolio of original equipment-quality replacement components for domestic and foreign nameplate applications. The new parts cover an estimated 222 million registered vehicles. The latest expansion of the Wells line includes 96 new sensors, 65 additional emissions components, and 61 replacement switches. The Wells line is available through leading automotive parts distributors and jobbers throughout the U.S., Canada and Mexico. tinyurl.com/ct-prod-621
Fuel system cleaner CRC Industries has introduced CRC 1-Tank Power Renew, a complete fuel system cleanup proven to restore lost engine performance, dramatically improve vehicle power and injector flow and increase fuel economy. The product is available in both gasoline and diesel formulations. The products were designed for vehicles that are experiencing hesitation, stalling, pre-ignition, engine knock, poor acceleration, or an overall loss of power. tinyurl.com/ct-prod-619 28
CANADIAN TECHNICIAN FEBRUARY 2014
Matco Tools’ product lineup now includes the MT2769 1/2 inch impact wrench, with a breakaway torque of 1,300 ft. lbs. An exclusive easy-change muffler design allows for effortless servicing and sound level adjustment. The MT2769 also features a onehand forward/reverse push button design, reinforced clutch mechanism, rear housing power adjustment, and a tip valve variable speed throttle. The textured housing provides an ergonomic grip. tinyurl.com/ct-prod-622
Anti-seize stick
Accessory Drive Kit
Permatex says its new Aluminum Anti-Seize Stick combines a premium lubricant in a convenient package type that makes application easier and cleaner. The lipbalm style dispenser delivers a cleaner and much more controlled product application. The stick is more convenient to use than traditional brushtop bottle package. Permatex Aluminum Anti-Seize is ideal for use on spark plug threads, cylinder and exhaust head bolts, break assembly anchor pins, gears, chains, and more. tinyurl.com/ct-prod-616
Veyance Technologies, Inc., manufacturer of Goodyear Engineered Products and Gatorback belts, has added 73 new part numbers to its Gatorback accessory drive kit line. The company says the kits make it easy for installers to service the entire system when changing a belt. They include all the necessary parts to replace the entire belt system, including belt, tensioner and idler pulley. With the new additions, Gatorback now offers 121 part numbers in the accessory drive kit line. tinyurl.com/ct-prod-625
Parts lookup Dayco Products has released a major update to its VIN-scanning app. The new update includes license plate parts lookup technology as well as Augmented Reality training features. The company developed the smartphone application to help professional technicians and do-it-yourselfers find parts faster. After finding the needed part, app-users also have access to part specs, routing instructions and step-by-step installation videos. With a “Where to Buy” feature, the app gives users the ability to find the closest parts store selling Dayco products. tinyurl.com/ct-prod-607
ADVERTISER INDEX continued from page 30
had similar experiences. I banged my wrench to restore order. “Look, I think there’s a simple answer to this.” “Such as?” asked Riley. “Well, couldn’t we just say that we don’t give quotes over the phone? That we need to see the vehicle first?” Quigley stirred his tea. “Sounds easy. But when I suggest that, they usually hang up.” Basil removed the napkin from under his chin and wiped his lips carefully. “That, gentlemen, is a good thing.” Everyone stared. “How do you mean?” Basil shrugged. “That type of customer may not be the kind of customer you want. If they’re constantly price shopping, then there’s something wrong.” Rolph started clearing dishes. “What’s wrong? If I want to buy a new frying pan, I’ll look for the cheapest price.” “Frying pans are like tires,” I said. “No offense to Spoke, but if you’re just buying a product, then price rules. But Spoke won’t give a quote on front end work unless he sees the vehicle first.” “Got that right,” muttered Spoke gruffly. “It comes down to relationships,” continued Basil. “A shop needs to build connections with their clientele and not just view them as an income stream. Be consistent with your products and services, and it will pay off in the long run.” “Exactly,” said Rolph. “Like my diner. You guys have been coming here for years. And why?” Tooner squirmed uncomfortably. “To be honest, I ain’t really sure.” “It’s because you have a relationship with my cooking!” Rolph declared. Quigley leaned over and whispered, “And here I thought it was the 50-cent coffee.” Riley frowned. “So you’re saying we should refrain from giving hard and fast quotes over the phone. Instead, we should encourage people to come in so we can get to know them and properly assess their vehicles’ needs?” “Now you’re talkin’,” said Tooner. “Gotta check ’em out first, to see if they deserve me!” “Right.” I sat back in my chair and rubbed my forehead. I knew there was a reason to have Quigley answer the phone and not Tooner. “Okay, I think we know what to do. Stop worrying about the quick sale, and look for customers who will become long-term clients instead.” I banged the wrench one last time. “Meeting’s over. Let’s all stand and say tonight’s motto.” Chairs scraped noisily as everyone stood to their feet and removed their caps. “I’m an automotive professional; I can build relationships if I have to…I guess.” Rick Cogbill is a freelance writer and former shop owner in Summerland, B.C. You can read more of Slim Shambles’ misadventures in Rick’s book, “A Fine Day for a Drive” available at www.thecarside.com.
AIA Canada ................................................................... 25 www.aiacanada.com 800-808-2920 Auto Value ..................................................................... 31 Contact Local Representative Blue Streak-Hygrade........................................................3 www.bluestreak.ca De-On Supply ................................................................. 29 www.deonsupply.com 800-824-4115 KYB America ................................................................. 21 www.kyb.com Mitchell 1 ...................................................................... 10 www.mitchell1.com ProMax Auto Parts Depot................................................9 www.autopartsdepot.ca 1-866-573-9889
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Snap-On Tools of Canada ................................................2 www.snapon.com 1-800-734-2676 Tenneco Automotive .................................................... 11 Monroe - www.monroe.com Tenneco Automotive .......................................................4 Walker - www.walkerexhaust.com Total Lubricants ............................................................ 13 www.total-lubricants.ca 800-463-3955 WorldPac....................................................................... 32 www.worldpac.ca 800-463-8749
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The Car Side Illustration by Aaron Lane
By Rick Cogbill
Guy’s Night Out Slumberland’s new auto repair association decides to hang up the phone on annoying price shoppers. I picked up the official bronzed crescent wrench and banged the tabletop three times. “Okay, let’s bring this meeting to order.” I looked at my watch. “We’re 25 minutes late and I’m missing the hockey game.” Beanie looked up from his iPad. “You’re not missing much, boss. The Canucks are losing – again.” Rolf raised an eyebrow as he warmed up my coffee. “No money on the game, I hope.” Tooner snickered as he stabbed his apple pie with a fork. “Who’d’ya think’s pickin’ up the tab tonight?” I glared at him. “The game’s not over yet. It’s not my fault they traded Cory Schneider.” Tooner shrugged. “Whatever.” It was the monthly meeting of ASAP, the Association of Slumberland Automotive Professionals. As usual, we were slightly unorganized. Re-man Riley from Block Busters belched loudly. “Okay, I’ve got an item for tonight’s agenda. How do you guys handle prank phone calls?” “Prank phone calls?” Tooner looked up. “You mean somebody’s playing knocky-knocky nine doors with your phone?” Riley dumped ketchup on his greasy fries. “No, it’s the people who want a quote over the phone. You give them a price, and 30
CANADIAN TECHNICIAN FEBRUARY 2014
then they never show up. It’s a big waste of my time.” Spoke Lee from the Alignment Shop pushed away his half-cooked cheeseburger in disgust. “Don’t know what your problem is, Riley. I give phone quotes all the time. I sell a lot of tires that way.” Riley jabbed the air emphatically with a French fry. “Yeah, but that’s tires. I’m talking about the guys who call up and want a price on a brake job or a new exhaust system. Without seeing the car, you don’t know if things are rusted or if all the hangers are broken.” Dieter from The Import Shop raised his hand. “Someone called the other day and said, ‘My car won’t start; how much is an alternator?’” He held up his hands plaintively. “To quote that is asking for trouble!” Beanie cleared his throat nervously. “Well, obviously somebody had already looked at it and given them a diagnosis and estimate. Sounds to me like they’re just price-shopping.” He looked around. “Doesn’t everybody do that?” Quigley, our service writer, frowned. “The problem, Bean, is that if you give out a price, you’re stuck with it. Then if they bring the car in and you discover a different problem, they’ll accuse you of trying to upsell.” The group began to grumble loudly. Apparently we’d all continued on page 29