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MAGAZINE

FEBRUARY 2016

Serving the Automotive Aftermarket Since 1931

FROM BRICKS TO CLICKS

online HOW

ORDERING IS CHANGING THE PLAYING FIELD

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contents | february 2016 » vol. 84 no. 2

Jobber News Serving the Automotive Aftermarket Since 1931

regular features

OVER THE COUNTER

COVER STORY

Insights From Our 5th Annual Shop Survey

From Bricks To Clicks – How Online Ordering Is Changing The Playing Field Thanks primarily to the computerization of every aspect of daily life, the speed at which business is conducted today has increased dramatically. Smart phones and other modern interactive electronics are creating customers who are now better informed, and thus more demanding.

11 MARKET TRACKER

in this issue

PC-11 Diesel Oil To Be Commercially Available In 2016 Anyone who owns or operates a diesel truck should be aware of the Proposed Category 11 (PC-11) next generation of heavy-duty diesel engine oils.

BODYSHOP

Lighting & Wipers

Advancements In Lighting And Wiper Technologies Driving Aftermarket Sales

Jobbers are the first point of contact for making the case for service writers and technicians to upgrade to higher-quality and higher-margin technologies.

Brake Report

Brake Friction – A Growing Profit Centre For Jobbers

Twitter: Andrew Ross (@JobberNews) |

JOBBER NEWS / FEBRUARY 2016 |www.autoserviceworld.com

departments Growing the connected car community

21 New Products 30 Publisher’s Comment

How Advanced Materials Will Transform Collision Repair Working with the high-tech materials used to make today’s – and tomorrow’s – cars means extensive investment in training and equipment – but it’s evolve or die.

4 UpFront

Brake friction continues to show strong growth worldwide, providing Canadian jobbers a steady profit stream for the coming years.

03_Feb2016_Contents_.indd 3

Be Bold, Get Noticed, NAPA Executive Tells Aspiring Leaders; Consumers Want Autonomous Features In Their Vehicles; Robot Car Report Shows Need For Driver Behind Wheel; Delphi Product & Service Solutions Announces 2015 Dream Shop Sweepstakes Finalists.

29 Advertisers Index

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2016-01-26 10:06 AM

upfront |

with steve pawlett, editor » spawlett@jobbernews.com

Jobber News

FOUNDED 1931

GROWING THE CONNECTED CAR COMMUNITY

number of automakers and industry suppliers, led by Toyota Motor Corporation, are choosing to adopt Ford’s SmartDeviceLink software to give consumers more choice in how they connect and control their smartphone apps on the road. SmartDeviceLink is the open-source software on which the Ford Sync AppLink platform is built. It provides consumers an easy way to access their favourite smartphone apps using voice commands. Automotive suppliers QNX Software Systems and UIEvolution are also adopting the technology. Ottawa-based QNX Software Systems is a BlackBerry subsidiary and offers a comprehensive portfolio of infotainment, telematics, safety, and acoustics solutions deployed in more You may have than 60 million vehicles worldwide. By adopting this Ford technology, automakers and suppliers noticed over the are establishing an industry standard that will result in an last couple of increase in the number of apps available for in-vehicle use. issues of Jobber With common industry software established, developers can News that we then focus on creating the best experience on one platform. have changed Automakers Honda, Mazda, Subaru, and PSA Peugeot Citroen our look. We felt are now considering adding the software. it was time to This is a huge step for the auto industry. The true benefit freshen up the of a common smartphone app interface is that it creates appearance of an industry standard which will ensure a great customer this boomer- experience while allowing different companies the freedom aged mag to to differentiate their individual brands. keep up with SmartDeviceLink-equipped vehicles enable drivers to the changing manage popular smartphone apps using display screens, times. Let us buttons, and/or voice recognition commands. Popular know what music apps such as Spotify and iHeartRadio, information you think. apps including AccuWeather and MLB, retail apps such as Domino’s, and a growing list of apps from around the world are already available for Ford AppLink users. Those apps become more readily available in vehicles equipped with SmartDeviceLink because developers have access to higher volumes of vehicles and new capabilities. For automakers and suppliers, SmartDeviceLink adoption broadens the choice for customers in how they connect and control their smartphones while on the move. Adoption also supports increased quality and security of the software as multiple parties can collaborate on improvements. The Ford SYNC, AppLink is currently available on more than five million Ford vehicles globally, and the technology is expected to reach 28 million more vehicles by 2020. More than 40 automotive manufacturers use QNX Software Systems, including Ford, which employs the operating system for Sync 3. With QNX’s plans to integrate SmartDeviceLink into its QNX CAR platform for infotainment, which already supports a wide variety of OEM systems, this should help to rapidly expand the interface to millions of vehicles around the world. By making SmartDeviceLink software available to the open-source community, Ford is providing the industry a way to maintain differentiated, brand-specific entertainment and connectivity systems that deliver on customer expectations for smartphone app integration – regardless of smartphone. SmartDeviceLink on non-Ford vehicles will allow Spotify, Glympse, iHeartRadio, and many other smartphone apps to be easily accessed by drivers. This type of cooperation by key players is a very good thing for the industry. Expect to see more of this in the future. nJN

OUR

NEW LOOK

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Jobber News is Canada’s longest-established publication serving the distribution segment of the Canadian automotive aftermarket. It is specifically directed to warehouse distributors, wholesalers, machine shops, and national accounts. Editor | Steve Pawlett (416) 510-6839 E-Mail: spawlett@jobbernews.com Contributing Editor | Martha Uniacke Breen E-Mail: mubreen@sympatico.ca Contributing Writers | Andrew Brooks, Mark Borkowski, Tom Venetis Art Director | Barbara Burrows Managing Director, Auto Div. & National Sales Kathryn Swan (416) 510-5221 E-Mail: kathryn@newcom.ca Publisher & National Sales | Andrew Ross (416) 510-6763 E-Mail: aross@jobbernews.com Quebec & Eastern Canada Sales Director Denis Arsenault, (514) 947-7228 E-Mail: denis@newcom.ca Advertising Production Manager, Print/Digital Kimberly Collins (416) 510-6779 E-Mail: kim@newcom.ca Print Production Manager | Phyllis Wright (416) 510-6786 Circulation Manager | Lilianna Kantor (416) 614-5815 E-Mail: lily@newcom.ca

Jobber News is published by Newcom Business Media Inc. All rights reserved. Printed in Canada. The contents of this publication may not be reproduced or transmitted in any form, either in part or full, including photocopying and recording, without the written consent of the copyright owner. Nor may any part of this publication be stored in a retrieval system of any nature without prior consent. Canada Post Canadian Publications Mail Sales Product Agreement No. 40063170 “Return Postage Guaranteed” Send change of address notices, undeliverable copies and subscription orders to: Circulation Dept., Jobber News, 80 Valleybrook Drive, Toronto, ON M3B 2S9 Jobber News Magazine (ISSN#0021-7050) is published monthly by Newcom Business Media Inc., 80 Valleybrook Drive, Toronto, ON M3B 2S9 From time to time we make our subscription list available to select companies and organizations whose product or service may interest you. If you do not wish your contact information to be made available, please contact us.

Vice President | Joe Glionna President | Jim Glionna Corporate Offices Head Office 451 Attwell Dr., Toronto ON M9W 5C4 Phone: 416-614-2200 Fax: 416-614-8861

Regional Office 80 Valleybrook Dr., Toronto ON M3B 2S9 Phone: 416-442-5600 Fax: 416-510-5169

“We acknowledge the financial support of the Government of Canada through the Canada Periodical Fund of the Department of Canadian Heritage”.

Association of Business Publishers 205 East 42nd Street New York, NY 10017

ISSN 0021-7050 Online 1923-3477

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ProMax 2016 January Jobber news :Layout 1

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High Carbon Cross Drilled Rotors ProMax High Carbon Cross Drilled Rotors are manufactured using European High Carbon content standards which increases density and improves the thermal stability of the brake rotor. CarbonMax Rotors are designed for high end European vehicles (Audi, BMW, Mercdes Benz, Porsche, Range Rover, Volkswagen) that are originally equipped with High Carbon brake rotors. ProMax High Carbon Cross Drilled Rotors allow for increased heat transfer, offers quieter brake operation and less vibration. Coated hat and fins for rust prevention and for a cooler running brake rotor.

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over the counter | DELPHI PRODUCT & SERVICE SOLUTIONS ANNOUNCES 2015 DREAM SHOP SWEEPSTAKES FINALISTS Delphi Product & Service Solutions has announced the three finalists of its fourth annual Delphi Dream Shop Sweepstakes in the U.S. and Canada. The three finalists are Tyler Carroll, All Pro Service Center, Des Moines, Iowa; John Kessler, Tires Plus, Maple Shade, New Jersey; and Mike Emo, Captin’s Repair, Wells, Maine. Each finalist and a guest will be flown to Detroit to attend the 2016 North American International Auto Show, where one finalist will be randomly drawn to win the grand prize.

BE BOLD, GET NOTICED, NAPA EXECUTIVE TELLS ASPIRING LEADERS If you want to be a leader, start by meeting the leaders, says John Buckley,

The winning technician will receive $10,000 to upgrade an existing workspace or build the ultimate Dream Shop.

Throughout 2015, professional automotive technicians were invited to visit delphidreamshop.com for the chance to enter the sweepstakes and win prizes. Dozens of monthly, weekly and instant prizes, including action cameras, shop stools, technician gloves, fender covers and more, were awarded throughout the year. The Dream Shop sweepstakes is now open for 2016.

XRF OPENS PHOENIX DISTRIBUTION CENTRE Christopher Thody, executive vice-president of XRF, USA Inc., has announced the opening of XRF’s southwestern U.S.A. packaging and distribution centre in Phoenix, Arizona. Phoenix, in addition to being the regional distribution centre for all products, will be the North American headquarters for the Commercial Industrial products division that produces XRF “Double Carbon” and “Zero-Lash” parts for racing, industrial, and military use. XRF is an international producer of highperformance, high-strength steering and suspension parts for heavy duty, industrial, and military applications as well as foreign and domestic automobiles and trucks.

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executive vice-president of NAPA Canada. Speaking at the Young Executives Society workshop in Barrie, Ont., Buckley said that aspiring leaders need to ensure they stand above the crowd. “Make yourself visible. Get out of your cubicle. Introduce yourself to the leader. Don’t be afraid.” He urged young executives to be assertive and make decisions. “You may get two out of 100 wrong. You’re not going to get fired for getting 2% of your decisions wrong.” A lifelong veteran of the automotive aftermarket, Buckley joined what was to become NAPA in 1972; he recounted many of the events that helped him progress through his career. The lesson he has brought with him is how important it is to make an impact on people’s lives. “Make an impact on people’s lives every day. Think of people and what your impact is on them. It’s important to me to do that every day. Since I moved to Montreal, it has been an adventure every day. I have lunch with a different person in the organization every day. I have met 90% of the 180 people who work in my building in a year.” Buckley was joined in his presentation by the former teacher and “tutor to the stars” in California, Brad Grossman of Zeitguide, which tracks cultural trends. The Zeitguide approach is to distill the many shifts and changes in the culture and provide a distilled, digestible set of reference points, to understand what is changing in the world. The day also included a workshop, led by Grossman, where attendees created technology ideas to improve supply chain efficiency and experience. A set of short Zeitguide presentations on business, e-commerce, and other topics, as well as the 2016 Zeitguide, can be found at www.zeitguide.com. Above: “Get out of your cubicle. Introduce yourself to the leader,” said John Buckley, executive vice-president of NAPA Canada. Buckley spoke to a packed room at theYoung Executives society workshop in Barrie, Ontario. Buckley shared many key events that helped him progress through his career.

... continues on page 8

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over the counter |

DEI continues to add distribution channels to support its rapidly expanding powersports product range. Drummondville, Quebecbased Kimpex is the latest distributor to sign on to supply Canadian powersports dealers with DEI product. “It’s great to bring on a distributor like Kimpex,” says DEI Powersports brand manager Brian VanKoevering. “They have a long history of success, and with multiple distribution centres they can efficiently cover our passionate Canadian dealers.” Product will be available in February.

CONSUMERS WANT AUTONOMOUS FEATURES IN THEIR VEHICLES An increasing number of car shoppers desire technology features in the next vehicle they purchase, according to a recent study by Autotrader. The research was conducted online on Autotrader’s behalf by KS&R online, among 1,012 U.S. vehicle shoppers in September 2015. Now in its second year, the study provides insight into how vehicle technology impacts consumer vehicle purchase behaviour. The newest study shows 70% of car shoppers surveyed are more likely to consider vehicles with autonomous features, such as parking assist, collision avoidance, and automatic braking. “As consumers hear more about autonomous features like automatic braking and collision avoidance technologies, and they begin to understand how they work or actually experience them, they appreciate what they do and they want them,” explains Michelle Krebs, Autotrader senior analyst. Autonomous features and seamless device integration are two things consumers want in their next cars, while 83% of consumers surveyed say advanced safety features are more important to them than information and entertainment features. Some 47% of consumers surveyed said they would sync their vehicle with their smart watch, if they owned a smart watch. Consumers have specific demands about the car technology they’re shopping for. In terms of how important technology is to consumers, 77% said a car with all of the technology features they want ranks as more important than car colour, up eight percentage points from the 2014 study. Another 57% of consumers surveyed said they would prefer that auto manufacturers focused on better integrating smartphones into a generic system

that would be available in all vehicles from all manufacturers, such as Apple Car Play or Android Auto. “Consumers have learned to integrate technology into their lives,” says Rachelle Petusky, Autotrader research analyst. “When they get into their cars, they expect to stay connected with simple and easy smartphone integration. The manufacturers who blend that with autonomous features are the ones who will win.” Other notable findings from the study include: • 46% of consumers surveyed would pay up to $1,499 for an interactive dashboard • 65% of consumers surveyed said they would switch brands to get the technology features they wanted (up 9% from 2014) • 65% of consumers surveyed say that in a self driving or autonomous vehicle, they would watch the road even though they wouldn’t be driving; only 11% say they would use the time to work • 39% of consumers would prefer the navigation system on a smartphone rather than the one built into their vehicles (up 19% from 2014).

Photo: supergenijalac – Shutterstock

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| over the counter ROBOT CAR REPORT SHOWS NEED FOR DRIVER BEHIND WHEEL when human drivers took control of a selfdriving robot car being tested underscores the need, as required by California DMV draft regulations, for a driver behind the steering wheel of a self-driving car, according to Consumer Watchdog. “The DMV got it exactly right and is putting our safety first,” says John M. Simpson, Consumer Watchdog’s Privacy Project director. “How can Google propose a car with no steering wheel, brakes or driver, when its own tests show that over 15 months the robot technology failed and handed control to the driver 272 times and a test driver felt compelled to intervene 69 times?” Currently California has regulations covering testing robot cars on the state’s highways, which require a driver behind the steering wheel capable of taking control. The test rules also require companies testing self-driving cars to file disengagement reports with the department. Google’s disengagement report can be read at http://www.consumerwatchdog. org/resources/cadmvdisengagereportdec.2015.pdf. “Release of the disengagement report was a positive step, but Google should also make public any video it has of the disengagement incidents, as well as any technical data it collected, so we can fully understand what went wrong as it uses our public roads as its private laboratory,” Simpson says. Seven companies that were approved for testing self-driving cars in 2014 were required to file disengagement reports with the U.S. DMV by January 1. The seven are Volkswagen Group of America, Mercedes Benz, Google, Delphi, Tesla, Bosch, and Nissan. A DMV spokeswoman said the department expects to post the disengagement reports on its website. Last month the DMV issued draft regulations for the general use of robot cars on the state’s roads that will, like the testing regulations, require a driver behind the wheel capable of taking control. Google, which is testing 53 robot cars in California and Texas, said it was “gravely disappointed,” and Lt. Gov. Gavin Newsom says the “draft regulations may prove too onerous, create road blocks to innovation, and may ultimately drive the development of this promising industry to other states.”

Photo: Rio Patuca – Shutterstock

Google’s just-released report detailing

“It’s imperative the DMV continue to put public safety first, and not cave to corporate and political pressure,” says Simpson. The department is holding public workshops to discuss the draft rules in Sacramento and Los Angeles.

At least you’ll be able to see the deer in the headlights. WagnerLighting.com ©2016 Federal-Mogul Motorparts Corporation. All trademarks shown are owned by Federal-Mogul Corporation, or one or more of its subsidiaries, in one or more countries. All rights reserved.

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Volkswagen Group of America, Mercedes Benz, Google, Delphi Automotive, Tesla Motors, Bosch, Nissan, Cruise Automation, BMW, Honda, and Ford are now approved to test robot cars on California roads.

2016-01-26 10:13 AM

over the counter | CINNAMINSON, NEW JERSEYBASED TRANSAXLE LLC JOINS VIPAR HEAVY DUTY TransAxle LLC is the newest company to join the Vipar Heavy Duty network

Delphi Announces Remanufactured EGR Valves Delphi Product & Service Solutions has announced two remanufactured EGR valves covering more than 375,000 vehicles for 6.0L Ford Power Stroke applications. Visit go.delphi.com for specific part information.

of distributors as a stockholder. Based in Cinnaminson, New Jersey, with 28 locations throughout the U.S., the company is led by its CEO, Dave Olsen, and a veteran management team. TransAxle, founded in 1979, is a remanufacturer of transmissions, differentials, hydraulic pumps, and other specialized components for lightto heavy-duty truck markets. It has developed an unparalleled reputation for providing important truck components on a same-day or next-day basis to minimize customer downtime. It also serves as a distributor of brake and clutch products, specialty drive train components and hydraulic parts, to a broad range of customers. “With a highly organized and effective management team, we are pleased to welcome TransAxle to the Vipar Heavy Duty network,” says Steve Crowley, president and CEO of Vipar Heavy Duty. “TransAxle has distinguished itself for its customer-centric approach and the quality of its operations, which are closely aligned with Vipar Heavy Duty’s long-term goals.” For more information on TransAxle, visit www.transaxle.com. For more information on Vipar Heavy Duty, visit www.vipar.com.

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over the counter

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COX AUTOMOTIVE CANADA ACQUIRES MANHEIM SOURCE EDMONTON After a successful three-year partnership, Cox Automotive Canada has acquired 100% ownership of Manheim Source Edmonton, through its Manheim Canada operation. The auction will be operating as Manheim Edmonton and will continue to serve clients in Edmonton and the Alberta market. “We are appreciative of the partnership that we have had with Manheim Source Edmonton that served our clients in the Alberta market,” says Maria Soklis, president of Cox Automotive Canada. “This announcement will allow for Manheim Canada to continue to service our clients and offer a full suite of products and services.” Manheim is North America’s leading provider of vehicle remarketing services, connecting buyers and sellers of used vehicles to

the largest wholesale and used vehicle marketplace. Manheim offers physical and digital auction channels, data analysis, financing and transportation, and mobile products and solutions. “The partnership with Manheim Canada has served well for both parties in the Edmonton market,” says Danny Fayad, president and CEO of Source Auto Auction. “We are grateful to have been associated with an industry leader like Manheim and are especially proud of our collaborative results in the Edmonton market.”

APPOINTMENTS Federal-Mogul Motorparts has announced the appointment of Philip Halberg to the newly created position of senior vice-president, commercial strategy, North America. Halberg will report to CEO Dan Ninivaggi and lead a crossfunctional team consisting of product management, sales, marketing, and customer service, to develop and implement North American commercial strategy. This team will work, together with the company’s training and category insights groups, to develop regionally focused strategies that maximize local market connectivity and deliver on key corporate initiatives. Halberg joined Federal-Mogul in 2011 as director – business development, North America, and was promoted in 2014 to vice-president, strategic accounts, North America. Halberg received a bachelor’s degree in business administration from Houghton College in Houghton, New York, and a master’s degree in business administration from West Chester University of Pennsylvania in West Chester, Pennsylvania.

The announcement follows Cox Automotive Canada’s communication in October announcing Manheim Vancouver as part of a strategy to expand its footprint into Western Canada.

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2016-01-25 3:01 PM

market tracker | diesel oil report

BY STEVE PAWLETT

tors should make sure they know not only what viscosity grades are allowable for each piece of equipment but the API specs as well.

PC-11 DIESEL OIL TO BE COMMERCIALLY AVAILABLE IN 2016

nyone who owns or operates a diesel truck should be aware of the Proposed Category 11 (PC-11) next generation of heavy-duty diesel engine oils. PC-11 has been in the works for at least four years, with the new oils set to be commercially available in December 2016. The ASTM Heavy Duty Engine Oil Classification Panel (HDEOCP) approved the PC-11 specifications along with the American Petroleum Institute (API). Oil specifications have to be established one year prior to the oils being commercially available. The recent specification approval means the new engine oil category is keeping pace with the deadline set by engine manufacturers, to have the new oils available in late 2016 for use with 2017 model year vehicles and equipment.

What comes next is the commercialization period, according to Shawn Whitacre, head of the ASTM panel and senior staff engineer at Chevron. The commercialization period includes time for the oil manufacturers and their additive partners to complete product testing and begin product transitions for licensure in December 2016. This is also the best time for consumer education. According to Whitacre, the most important thing at this point is for consumers to become educated on the changes and how those changes will affect their operations. Contractors should use this educational period as a chance to work with their OEMs to make sure they understand and are following OEM recommendations for using these new oils. Contrac-

JOBBER NEWS / FEBRUARY 2016 |www.autoserviceworld.com

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Unlike new oil categories in the past, PC-11 will be split into two subcategories: API CK-4 and API FA-4. “The split specification concept allows for this new category to be broadly applicable for use in a wide variety of heavy-duty diesel engines, regardless of whether those engines are used in on-highway trucks or in off-highway equipment,” says Whitacre. The subcategory CK-4 builds on the previous API CJ-4 category. The CK-4 oils will offer improved oxidation stability, aeration control, and resistance to viscosity loss by shear. CK-4 oils, which will be approved for use in many of the same engines and applications that currently recommend CJ-4, will be available in the same viscosity grades consumers are using today, and will also be “backwardscompatible” with the CJ-4 oils. The API FA-4 subcategory will adopt the same performance requirements as the CK-4 oils but will be at a lower viscosity level compared to today’s oils, adds Whitacre. These thinner oils can offer more optimized fuel economy for newer engines designed to use lowerviscosity oils. “As with other low-viscosity oils, we don’t expect that engine makers will allow these oils across the board,” explains Whitacre. “OEMs are still working on their own engine test programs to determine what extent the new FA-4 oils can be recommended, if at all. This is something that we’ll be watching closely in the coming months, as these positions become clearer.” The off-highway market will likely not use the FA-4 oils much. According to Whitacre, these oils are designed more for diesel pickup trucks and on-highway trucks. Contractors who do have Class 8 road trucks, medium-duty, or diesel pickup trucks in their fleets may see a use for FA-4 oils. continued on page 12

Photo: Martin Meehan – Thinkstock

Two Categories

2016-01-25 3:03 PM

market tracker | diesel oil report It is estimated that if all on-highway trucks in the U.S. and Canada could achieve a 1% fuel economy improvement, the CO2 reductions would be equal to removing 23,000 trucks from the road.

Effects On Component Life

A major priority for the PC-11 oils is to be able to stand up to elevated temperatures for longer periods of time without breaking down. New engines are placing greater demands on engine oils, and engine makers continue to push for longer oil change intervals, requiring the new oils to be more resistant to oxidation. These new oils provide consumers with the latest advancements in wear protection and viscosity control. Those who continue to use oils that do not meet the new engine demands and

Global lubricants market expected to reach

requirements may compromise the ability to achieve maximum OEMpublished oil drain intervals. While it’s not recommended truck owners continue to use the older CJ-4 oils in newer engines starting with the 2017 models, using the new CK-4 oils in older engines is possible. The CK-4

$162.3 billion by

2019

he global lubricants market is projected to grow at an annual rate of 2.5% between 2014 and 2019 and be worth $162.3 billion by 2019, according to a recent report by MarketsandMarkets.

Asia-Pacific is the fastest growing lubricants market, with an annual growth rate of 3% between 2014 and 2019. Asia-Pacific, the Middle East, and Africa are the regions expected to drive the lubricants materials market. These markets together accounted for nearly 51% of the total market in 2013. The growth of end-user industries in key countries such as China, India, South Africa, Brazil, and Iran is driving the growth of the lubricants market. The Chinese market is the largest lubricants market, comprising more than 56% of the total Asia-Pacific market in 2013. The Chinese market is estimated to grow at a high rate over the next five years, due to increasing industrial activities in the country. It surpassed the top lubricants market, the United States, in the recent past and is projected to continue to dominate the lubricants market. The North American market has reached a mature stage, and is expected to register sluggish growth. The adoption of bio-based lubricants to reduce harmful environmental effects is the current trend in the lubricants market and is boosting the overall growth of the market. The need to enhance fuel efficiency of vehicles has led to replacement of traditional materials with synthetic lubricants. This trend also has a high influence on the overall market. The growing automotive sector and industrial production have resulted in enhanced demand for lubricants. In terms of volume, the transportation segment accounts for the largest share, at nearly 57% of the total lubricants market. The transportation industry is increasingly utilizing synthetic and bio-based lubricants to replace conventional lubricants. The shift is primarily attributed to the higher performance characteristics of synthetic and bio-based lubricants and stringent vehicle emission regulations.

11-12_Market Tracker.indd 12

oils are backwards-compatible to the previous API categories and will have no adverse effect in older equipment. However, vehicle owners should check with their OEM recommendations for viscosity grades. The FA-4 oils will not be as backwardscompatible as the CK-4 oils. From a specification standpoint, FA-4 is not backwards-compatible. “The older category had a viscosity limit that excludes the range that the new category encompasses, so you can’t meet that new FA-4 spec and claim the older spec because the viscosity ranges are mutually exclusive,” explains Whitacre. While it appears FA-4 oils may be usable in older engines, OEMs are still figuring out to what extent the FA-4 oils can be used in older equipment. “We expect OEMs to publish more specific guidance as to the limitations (or restrictions) associated with these lower-viscosity oils in 2016, before they hit the market,” adds Whitacre. This year will be a busy year for oil and additive manufacturers, as the industry is entering the home stretch for PC-11. However, it’s important to remember that while all this work, testing, and transitioning will be continuing over the next year, these oils will not be commercially available until December 2016. It has been 10 years since the last new engine oil category was introduced. While the industry was averaging one new oil category nearly every four years prior to that, the CK-4 and FA-4 oils will be relevant for a while with no new oil category currently on the horizon. However, improvements in technology and continuing greenhouse gas regulations may ripple into the oil and lube market. While it’s difficult to speculate at this point, new developments in an ever-changing industry may at some point trigger discussions on the next future engine oil category. nJN

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2016-01-25 3:03 PM

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2016-01-26 7:25 AM

lighting & wiper technology |

ADVANCEMENTS IN LIGHTING AND WIPER TECHNOLOGIES

hen it comes to aftermarket vehicle lighting solutions and wiper technologies, jobbers are the first point of contact for making the case for service writers and technicians to upgrade to higher-quality and highermargin technologies. It needs to be kept top of mind that for most vehicle owners, lighting and wipers are something they rarely think about – until, that is, one of them fails or needs to be replaced. Then they are most often likely to try to go for the lowest-cost replacement. Patricia Lazzarotto, Canadian regional director, national accounts with Crowne Group – makers of Trico, Carter, and AVM aftermarket solutions – says that vehicle 14

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DRIVING AFTERMARKET SALES owners will turn first to technicians for recommendations when it comes to such things as wiper technologies. “I think it is really interesting that consumers today really rely on the recommendations of staff when it comes time to buy wiper blades,” Lazzarotto adds. “[However], staff will many times promote lower-cost wiper blades when they really should be assessing what kind of blades the vehicle needs.” What service writers and technicians often overlook is that many of today’s vehicles come equipped off the line with higher-end hybrid and beam blades as standard equipment, making it easy to move vehicle owners to high-quality aftermarket replacements for these

technologies. In such cases, the upsell opportunities are relatively easy to make, as one is replacing an existing but worn blade technology with a high-quality aftermarket equivalent. “At many automotive trade shows right now, we are seeing more vehicles come with higher-end blades as a standard feature,” Lazzarotto adds. “At the recent Miami car show, our team saw that some 82% of vehicles showcased at the event either came equipped with a hybrid blade technology or a beam blade technology. Conventional blades are slowly dropping in sales, and we now tell people to move vehicle owners to a hybrid or a beam wiper design.” In 2015, some 81% of 2015 vehicle

www.autoserviceworld.com | JOBBER NEWS / FEBRUARY 2016

2016-01-25 3:04 PM

BY TOM VENETIS

According to the “ Transparency Market Research study, LED, HID/xenon and halogen technologies have caught on in the aftermarket, not just for their energy efficiency, but also for their longevity.

Photo: katana0007 – Thinkstock

”

models came with hybrid or beam blade technology, most with arm technologies that only hybrid or beam blades can be used on. This is up some 56% from 2009. Alfredo de la Vega, vice-president and product management, NAFTA, Central and South America at Hella Inc., says he has seen this same trend as well. This presents a unique opportunity for service writers and technicians to move vehicle owners who currently use lowercost conventional blades to higher-end blades. “The trend now is towards hybridtype blades,” de la Vega continues. Hybrid blades offer several advantages in cold climates such as Canada that jobbers need to emphasize – such

as aerodynamic designs and shields that cover the support brackets, which prevent ice and snow from accumulating and adversely impacting the performance of the blade. Jobbers need to remind service writers and technicians that while it may be possible to equip a vehicle with higher-end hybrid or beam blades, not all vehicles can use them. Lazzarotto says that wiper blades must be exactly matched to the type of windshield a vehicle uses. If it is curved or flat, only certain styles of blades can be used. This is where jobbers play an important role in helping in the upsell opportunity and in promoting the use of higher-quality wiper technology, when it is appropriate to the vehicle. “In a lot of cases, you may be able to upsell the vehicle owner to a beam-style wiper blade technology,” she continues. “But, if that owner’s vehicle came with conventional blades, for example, sometimes a beam blade is not as effective, because their vehicle may have a flat windshield. A beam or a hybrid blade will not work effectively on a flat windshield.” “Certainly the rubber edge has to be ideal [for the windshield], length, and [have] enough support brackets,” adds de la Vega. “You need to keep in mind that new vehicles have a more aggressive or aerodynamic design; not having enough support or pressure points will make the blade avoid certain areas [of the windshield] and not clean the windshield properly.” That is why jobbers need to emphasize to technicians and service writers that the blades chosen for the vehicle must meet OE specifications and be suitable to use with the shape and design of the windshield of the vehicle, de la Vega advises. Upsell opportunities are there, but only if the higher-end blade is suited for the vehicle. Putting the wrong blade on the vehicle will only result in

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2016-01-25 3:04 PM

Lighting and Wiper Technology | In 2015, some 81% of 2015 vehicle models came “ with hybrid or beam-blade technology, most with arm technologies that only hybrid or beam blades can be used on. This is up 56% from 2009.

”

comebacks as the wiper will not work efficiently in removing water and snow. To improve the chances of jobbers upselling service writers and technicians to higher-quality blades, wiper makers now have a set of improved POS and sales tools that can be used. Hella now has two kinds of wiper displays, one for 25 and one for 50 wipers. Trico offers, in addition to its own POS displays and sales sheets, online videos that can be used by technicians and service writers to upsell to higher-end hybrid and beam blades, and to make the installation easier for the technician. Wiper makers suggest that jobbers also impress upon service writers and technicians that wipers need to be changed on a more frequent schedule than is normally done. One suggestion is to recommend replacing wipers at each tire change, when the vehicle owner comes in to swap out winter for summer tires, and again when summer tires are swapped out for winter tires. Lighting Trends and Opportunities In April 2015, Transparency Market Research released a study – Automotive Lighting Systems Market – Global Industry Analysis, Size, Share, Growth, Trends and Forecasts 2015-2021 – that looked at the global market for automotive lighting. The report pointed to several interesting trends that jobbers should keep in mind, as these trends point to significant shifts in technologies and new profit centres opening up. The report finds that vehicle owners are becoming more aware of the importance of having a properly functioning lighting system. And new regulations across Europe and North America are moving automotive and aftermarket lighting technologies away from older and more energy-inefficient lighting to more energy-efficient lighting 16

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systems and even “smart” lighting technologies. Such technologies as LED, HID/xenon and halogen are now becoming standard lighting technologies on more vehicles, and growing in the aftermarket. Brian Noble, marketing manager with Sylvania Automotive Lighting says that the company’s LED lighting technologies “were developed as a result of automotive enthusiasts’ demand for high-quality LED technology… as a way to set their vehicle apart on and off the road. By expanding quality LED product offerings for the aftermarket industry, anyone can enjoy crisp, bright white lights like those seen on original equipment products.” According to the Transparency Market Research study, LED, HID/xenon and halogen technologies have caught on in the aftermarket not just for their energy efficiency, but also for their longevity. The study’s analysis of the market trends finds that halogen lamps were preferred because of their low cost and efficiency, but that LED and HID/xenon lamps, while relatively more expensive going forward, will eventually become the preference amongst vehicle owners. “Halogen, HID, and LED make up the demand for headlights in the North American market,” continues Sylvania’s Noble. “Halogen headlight technology makes up the majority of all lights on the road and has been around the longest out of the three. HID lighting equates to the majority of the balance, while LED headlights are still emerging in the market. In most cases, HID and LED lighting applications will be found on high-end vehicles and targeted vehicles as an option. “Although long-life products such as HID – with an average of 10 years of life – and LED, potentially lasting the life of an automobile, are on vehicles, there is

still a high demand and opportunity for halogen headlights and opportunities to upgrade to premium headlights.” “The Big Three automakers are transitioning from halogen and HID to LED,” says Aubry Baugh, marketing communications manager, Lumileds, founded by Philips. “As a result, more and more new vehicles are coming into the market equipped with LED lighting, and this is expanding the awareness of LED.” The profit potential for jobbers with these new lighting technologies is tremendous, especially as vehicle owners today are receptive to both the improved quality and energy efficiency of today’s replacement lighting technologies, and the safety benefits coming from the improved lighting and distance these lighting technologies offer. Jobbers can help in the sales by making sure service writers and technicians ask a very simple question to the vehicle owner: do you want to see better when driving at night? “[This] can help consumers understand the benefits of upgrading their headlights for an improved on-road experience,” Noble says. “If there is an object on the road, high-performance headlights can help drivers react sooner. Any upgrade above a basic headlight replacement can help to create a better experience for the driver, a trusted piece of advice from the jobber and a higher sale overall. “Headlights dim over time, so if a customer can’t remember the last time they changed their headlights, now is the time to consider an upgrade.” “Jobbers should emphasize the need for regular lighting maintenance,” Aubry adds. “Lighting is still at the top of the list of underperformed vehicle services. Headlights dim and wear out over time, just like wiper blades, so they should be replaced. But drivers become accustomed to the reduced lighting and neglect to mention it to their technician when the car is being serviced. Jobbers should be aware that proper lighting maintenance creates a valuable opportunity for extra profits and helps boost driver safety at the same time. ‘Put more light on the road and you’ll put more cash in your pocket’ is a good motto to follow.” nJN

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2016-01-26 10:43 AM

cover feature | insights from our 5th annual shop survey

FROM BRICKS TO CLICKS

online ordering HOW

IS CHANGING THE PLAYING FIELD

hanks primarily to the computerization of every aspect of daily life, the speed at which business is conducted today has increased dramatically. Smartphones and other modern interactive electronics are creating customers who are now better informed, and thus more demanding. For repair shops, this translates into dealing with more knowledgeable customers, who research a repair shop online and then come in with very high expectations for service. To meet this increasing demand for fast, efficient service, repair shops, in turn, look to their first-call jobber for that same level of support. And if it’s not there, they will find an alternate source for parts, and that new source is not necessarily another jobber. More and more shops are now looking to online order houses such as RockAuto. Survey respondents – 238 in all over a one-week period – complained about the poor quality of many jobber online 18

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ordering sites. Parts catalogues were not up to date, or the site wasn’t user-friendly or compatible with various platforms. As one respondent put it, “Many counterpeople are not well-educated in the art of listening. It becomes faster and in most cases, easier, to order online.” “I usually shop where I get reliable counterpeople who will keep in touch with us if we are tied up for a part. I find that most counterpeople won’t even take the time to call us back if we can’t have that part within a couple hours. Today’s counter staff lack responsibility or care about service. I am planning on more RockAuto purchases in the coming years, where I won’t have the frustration of dealing with counterpeople anymore.” “Jobbers sell a lot of parts at my cost to walk-in DIYers, so we are looking for a more dedicated jobber. It’s hard to beat RockAuto for online ordering. They offer great pricing and fast shipping. When jobbers stop selling to walk-ins at my

price, I will increase my purchases.” “It’s about customer service and customer support. Having a good relationship throughout the jobber operation: from the driver that drops off the parts, to the rep that visits our shop, to the counterperson who picks up the phone and the managers we deal with when there is a problem.” While this may not be a huge revelation for most, it’s worth noting that price alone will not keep you in the game. Another respondent said, “Don’t sell me a part that doesn’t fit/perform. Adapt to my needs and improve online ordering. I don’t want to see repeat inventory issues over a period of months.” More efficient parts delivery and better online ordering were the two most popular requests this year. While there are several factors that can affect what is considered prompt service, there were a number of comments on the need to improve delivery time as well as the

www.autoserviceworld.com | JOBBER NEWS / FEBRUARY 2016

2016-01-25 3:05 PM

BY STEVE PAWLETT

10 How important are the following factors in terms of your decision to make a jobber your FIRST CALL?

9 8 7 6 5 4 3 2 1

Photo: abluecup – Thinkstock

price/ discount

quality of the delivery drivers. In addition, there were just as many requests for better online ordering systems, as more technicians discover the timesaving benefits of ordering parts using their smartphone. Other advice on the level of service shops expect includes: Be honest. S*** happens. When you have a problem, it’s okay with me. If I have a problem, it should be okay with you.” “Stay in contact; the personal touch is very important. It’s good to know you’re wanted as a customer.” “Above all, be honest. If there is a problem with a particular part/line, let us know and keep us informed as to how it’s being dealt with. Too often I hear that I’m the only person that has a problem with a particular line, only to talk to other shops and discover they also have the same issues.” “My favourite jobber has links with other jobbers, and if he doesn’t stock the

location

part, he’ll get it from his friends. Now that’s good service!” This is the fourth year of our dealer purchase question, and it continues to show a steady increase in the amount of parts purchased from dealers. Dealers are clearly making efforts to be more competitive on parts sales. Some 10% of repair shops say they purchase at least 31.95% of their parts from dealers. This is up significantly compared to 23.19% last year. The main reason shops are doing this brings us back to the core value they are looking for: parts availability. When their preferred jobber, or the aftermarket at large, cannot supply a part – yes, there were also issues of price and quality mentioned – they will go elsewhere. While many respondents reported improved aftermarket availability, some shops are talking about pricing differences and the availability of latemodel applications, and many are

JOBBER NEWS / FEBRUARY 2016 |www.autoserviceworld.com

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availability/ inventory

brands sold

counterperson

online ordering

program relationship availability

concerned about the capability of the aftermarket to supply electronics going forward. Their comments included: Fuel, air metering, and ignition parts are horrible from the aftermarket. As an example, if we do put an aftermarket crank sensor on a vehicle, we usually have to replace it under warranty two times, then realize we need to just put on the dealer part.” “Better quality parts equal fewer comebacks.” “Some newer car parts are not available from the jobber.” “Dealerships respect the trade discount fairly evenly and are competitive.” “We do a lot of body work so this may be out of the ordinary, but we find dealers are sometimes willing to price match offshore suppliers for insurance claims.” “The quality of aftermarket products seems to be going down. It’s time to find

‘‘

continued on page 20

2016-01-25 3:05 PM

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18-20_Cover story_shop survey.indd 20

good ones going up. I’m becoming more hesitant to put aftermarket parts on a vehicle, since the percentage of them coming back keeps rising.” “Our business is changing along with the parts we are selling, and the only place to purchase some of these parts is from the new car dealer.” “Dealers are prepared to meet the prices of jobbers.” “Jobbers do not have the parts available or even listed that are needed for some repairs. More often now, the dealer has a better price than the aftermarket. In some cases, the quality of the dealer part is superior to the aftermarket parts.” “Proper fit and better quality from the dealer means fewer comebacks.” Online ordering is continuing to grow, as more shops discover the benefits of a faster turnaround time. Some 29.49% of respondents claim they now order 76-100% of their parts online. This is up from 25.4% last year. This reinforces the strong trend in online parts ordering that jobbers should be aware of. Having your website compatible with all communication devices is now becoming an issue, as more technicians become comfortable ordering parts from their smartphone while they are still looking at the vehicle. Jobbers that have not put much focus on this aspect of their business may want to revisit their approach to online sales, and improve on the usability of their website. Along with convenience and time savings, respondents gave several interesting reasons for moving to online parts ordering. I try to do everything online now. It’s so much easier than sitting on hold.” “I would order more online if the sites were more user-friendly.” “I look for a well set-up online ordering website, and knowledgeable and courteous staff assistance when needed.” “Be fair and non-subjective with respect to pricing, and most of all, respect the trades, since they are the reason that the jobbers have an existing business. Less and less ‘home fix-it’ guys will be coming in every year. Jobbers better wake up and rebuild their relationships

with licensed operations.” “Stop selling substandard parts; listen to us when we tell you that. Stand by your warranties. We can’t compete when you are selling parts over the counter to walkin customers at our cost or just a little over our cost.” “Stop giving it away over the counter! I really get tired of some jobbers offering discounts to people that walk in the store and say they work somewhere. This industry needs some regulation, because I look like the ass trying to rip people off when I’m charging my parts out at a proper margin. I’m tired of having to defend my actions because some counter guy wants to be buddies with everyone.” Returns and warranty claims is another sore spot. Handle returns promptly; and warranties must be dealt with immediately, as they cost a shop both money and customer confidence.” “Getting the wrong parts shipped creates a lot of headaches; if you have a high return percentage, you have a problem.” “Have people on the counter who can speak clearly and have a good fundamental understanding of parts and how to use their software.” Finally, we asked respondents for advice on how jobbers can keep their customers happy. “Maintain good pricing and warranty on your better, more reliable products. Have a good online catalogue and online ordering system. Make sure you maintain a quick and reliable parts delivery system and maintain a good stock of quality parts.” “With the drop in the economy, some parts stores are discounting parts to DIYers and selling fewer parts to the shops. The shops that are able to hang on will remember who went over to the DIY side when the economy changed.” “Get a counterperson without an attitude problem. It’s as if some of them bring their problems to work and take it out on the customer.” This final comment sums it up. “We are your clients, just as the people whose cars we repair are our clients. The client comes FIRST.” nJN

www.autoserviceworld.com | JOBBER NEWS / FEBRUARY 2016

2016-01-25 3:05 PM

new products | R E P L AC E M E N T A S S E M B LY

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Turbo Flex Finishing Disc Walter Surface Technologies has introduced Enduro-Flex 2-in-1 Turbo, the latest addition to the company’s industry-leading Enduro-Flex branded portfolio of finishing flap discs. This latest product innovation incorporates Walter’s proprietary Cyclone technology that contains a high-tech blend of selfsharpening grains and cooling agents and provides ultra-high removal and blending rates without causing surface discolouration. The Enduro-Flex 2-in-1 Turbo also contains Blendex technology that allows for smoother surface conditioning. With these added features, operators can eliminate the need to switch between multiple abrasives to achieve the desired finish. The EnduroFlex 2-in-1 Turbo is a finishing flap disc designed for steel, stainless steel, and aluminum fabricators. Compared to a multiple-step application process for weld removal and paint-to-prep finishing, the Enduro-Flex 2-in-1 Turbo helps metal fabricators cut operational costs, reduces abrasives changeover, and boosts removal rate times, resulting in substantial longterm cost savings. The Enduro-Flex 2-in-1 Turbo is available in 4” and 5” flap discs. Walter Surface Technologies www.walter.com

High-Performance Commercial Coatings Developed for the demands of the commercial, transportation, and light industrial refinish markets, Valspar Industrial Mix is the newest, advanced line of high-performance, heavy-duty commercial coatings that provide premium, durable repairs, excellent OEM colour match and long-term protection from abrasion, corrosion, harsh environments, and weather. Readily formulated colour ranges and Valspar’s Color Retrieval software provides easy access to a wide range of accurate colours from all over the globe. Valspar www.valsparindustrialmix.com

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Advanced Anti-Friction Motor Oil Formulated with a blend of premium synthetic base oils and additives, Prolong’s 5W-30 Motor Oil is formulated with advanced Anti-Friction Metal Treatment (AFMT) technology, which bonds to metal surfaces and creates a protective layer that reduces friction, provides excellent wear protection, and increases fuel efficiency. Prolong’s 5W-30 oil for automotive use is available in one-quart and one-gallon bottles, fivegallon pails, and 55-gallon drums. Prolong www.prolong.com/eStore JOBBER NEWS / FEBRUARY 2016 |www.autoserviceworld.com

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brake sales trends |

brakefriction A GROWING PROFIT CENTRE FOR JOBBERS

rake friction will continue to show strong growth worldwide, providing Canadian jobbers a steady profit stream for the coming years. Frost & Sullivan reported that North American brake pad and shoe sales will continue showing strong growth in the coming years. This trend is confirmed by a recent study put out by Research and Markets, Automotive Brake Friction Product Market by OE & Aftermarket (Brake Pads, Shoes, Lining, Rotor, and Drum) & Material Type (Pads – Non Metallic, Semi-Metallic, & Ceramic, LiningOrganic, Semi-Metallic & Synthetic) – Industry Trends & Forecast to 2019. This study finds that the automotive brake friction market will grow, in terms of volume, at 6.04% CAGR from 2014 to 2019, reaching some 3.61 billion units sold. This is also echoed by aftermarket brake friction manufacturers, who report 22

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continuing strong sales, especially in the categories of “Better” and “Premium.” “Overall, we are experiencing a higher sales trend in our friction products,” says Brian Kowalski, vice-president, branded sales, Canada with Brake Parts Inc., makers of the Raybestos line of brake friction. “Our customers continue to ask for high-quality, competitively priced products and recognize that not all brake pads are created equal or perform equally.”

The reason for the increasing sales in higher-quality brake friction is two-fold. One is that more new vehicles today are coming off the line equipped with higher-quality or premium brake friction. This trend is not restricted to just luxury vehicles; premium brakes are showing up in mid-range vehicle models. Secondly, vehicle owners have come to understand the value and advantage of a premium aftermarket brake friction product. This is especially true of owners of older

disc brake pads typically “High-quality offer improved cost per mile value, whether it is in durability, performance or safety, or a combination of each.

”

BRIAN KOWALSKI, VICE-PRESIDENT, BRANDED SALES, CANADA, BRAKE PARTS INC.

www.autoserviceworld.com | JOBBER NEWS / FEBRUARY 2016

2016-01-25 3:07 PM

Visit us on the WEB!

BY TOM VENETIS

Canada’s most trusted portal for fast-breaking aftermarket news just got better!

MORE news

MORE features

products

Photo: MariuszSzczygiel – Thinkstock

www.AutoServiceWorld.com/JobberNews

Check out the all-new Jobber

News channel on the AutoServiceWorld.com

aftermarket portal. Along with sister titles Cars and L’automobile, our newly designed web offering brings you the most comprehensive digital package in Canada’s automotive aftermarket. With both a global landing page and channel specific content for jobbers and WDs, service providers, and other aftermarket professionals, autoserviceworld.com is a “must go to” resource.

Add us to your favorites and visit often! vehicles, who are looking to preserve the value of that vehicle, and to hold onto it longer. It is now estimated that the average age of vehicles on the road today in Canada is over 10 years. “This trend in quality has a lot of reasons behind it,” continues Tom Connelly, national marketing and sales manager with Monroe Brakes. “Number one is that the brake vendors are making [higher-quality friction] available to the market. That makes it easier for jobbers to increase their profits because there is product there for them to make available to their customers.” The other reason is that more consumers want replacement friction to match the OE specifications of the friction that originally came with the vehicle, or to move up to a premium friction product.

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brake sales trends | brake friction

The jobber and “ the technician

are in key advisory positions to help the consumer make an informed decision.

Photo: MariuszSzczygiel – Thinkstock

DOUG CURLISS, SALES MANAGER, PROMAX AUTO PARTS DEPOT

”

“Customers are aware that ‘You get what you pay for,’” says Kowalski. “Highquality disc brake pads typically offer an improved cost-per-mile value, whether it is in durability, performance, or safety, or a combination of each. Customers also appreciate products that are innovative and offer enhanced attributes such as better pedal feel, quiet operation, durability, and improved stopping distance.” “Why does someone buy a brake repair or a new set of brake pads?” asks Connelly. “It’s because they are having a problem with the brakes on their vehicle. They are not performing properly, they need replacement, and the vehicle owner wants the vehicle to perform as well as it did when it was purchased. So the customer is looking to have the best product available installed. They may have tried lower-priced products in the past, and found that those products caused brake pedal pulsation and stopping performance was not the best.” Price is Not a Factor Anymore

When it comes to the jobber selling a premium brake friction product, the first thing to remember is that price is not the deciding factor anymore. While there 24

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is a percentage of vehicle owners who will make a decision on brake friction based on price alone, that percentage is growing smaller. The reason is that the price difference between a premium product and lower-cost product is rapidly closing, making the up-sell opportunity for the jobber easier than in years past. “Premium friction over the years has come down in price, and we are able [now] to provide the consumer with a high-end, premium product at a midgrade price,” says Dean Weber, vicepresident with Proforce Automotive. “It is bridging the gap between economy and premium pricing while still meeting the demand for a premium superior product in terms of performance and reliability. I believe there will always be a demand for economy friction, as there are customers that have less disposable income, or don’t plan on keeping the car for very long.” “The jobber and the technician are in key advisory positions to help the consumer make an informed decision,” says Doug Curliss, sales manager with Promax Auto Parts Depot. “They must work together to educate the customer.” “Jobbers need to be talking regularly to [technicians and service writers] to let them know that they have the best available product for them, and that it is priced right and it has the quality needed to satisfy their customer,” adds Connelly from Tenneco. “For the skeptical technician, give them a set of pads to try. Have them test it on their own vehicle or place it on a customer’s vehicle, and then they will see the quality of the product. Once they see customers are satisfied, that will help with future sales.” Curliss adds that one way for jobbers to increase sales of friction products, and thereby profits, is for jobbers to encourage service writers and technicians to service the entire brake system, rather than focusing on replacing pads only. This involves inspecting, servicing, or replacing any hardware that is worn. Proforce’s Weber says there are real advantages to this. For the jobber, it means additional revenues from the sales

of calipers and shim and lubricants, for example; for the technician, it reduces comebacks. “This is an important point,” Weber continues. “Some of the consumer complaints in the past could be attributed to improper or incomplete installation of the brake job.” “Whenever possible, a complete brake job is always preferable,” adds Brakes Parts Inc.’s Kowalski. “There is an old saying that you never have time to do the job right the first time, but you find time to do the job again. Talk to the customer to identify the problem, perform a complete brake inspection and do a complete brake job; [this] is essential to reduce comebacks and increase overall customer satisfaction. The complete brake job can include service and/or replacement of parts, including brake pads, brake shoes, disc rotors, brake drums, calipers, brake hoses, parking brake cables, and disc/drum hardware.” Being pressed for time, technicians often don’t do a complete brake job if it means having to do separate orders for different components in addition to the pads. Recognizing this, brake makers have included many of the needed components in the box of premium brake pads, so selling a complete brake job to vehicle owners is now easier. Along with all the components, there are included inspection tip sheets reminding technicians to look for worn components. “One of the things in the past that used to cause even a good brake pad to have poor performance was that technicians were not changing worn hardware, and did not lubricate the sliders properly or do other detail work needed for a complete brake service. We now put all the materials needed into the box to improve the whole process, and now you see this with most brake vendors, especially with their premium lines,” says Kowalski. With strong brake sales forecast for the foreseeable future, jobbers who take the time to educate their customers on the value of choosing premium brake parts will ensure they get their share of this growing market. nJN

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2016-01-25 3:08 PM

At least youâ€™ll be able to see the deer in the headlights. WagnerLighting.com ÂŠ2016 Federal-Mogul Motorparts Corporation. All trademarks shown are owned by Federal-Mogul Corporation, or one or more of its subsidiaries, in one or more countries. All rights reserved.

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bodyshop |

how advanced materials WILL TRANSFORM COLLISION REPAIR

he modern automobile, of course, is a marvel of 21st-century technology. Even modestly priced cars today are now, essentially, giant smartphones with wheels. But at the same time, the imperative to make them safer, more energy-efficient, higher-performance and less environmentally costly has made them a lot more difficult to repair. And one of the ways that has become most obviously manifest is in the materials used to make them. Just as today’s automotive service technician is far more highly trained than a scant generation ago, today’s collision repair shop is a much more sophisticated operation. The advent of onboard electronics, integrated crash protection technologies, and other components requires much more precision repair techniques. And especially in the last few years, the advent of advanced materials – aluminum, high-strength and ultra-highstrength steel, magnesium, carbon fibre – has all but revolutionized the repair process. Working with these materials to a professional standard requires considerable investment in equipment and training; there are no quick fixes. Yet, despite the costs of investing in the required tools and training, over the next few years, for most autobody shops the imperative will be evolve or die – the old days of being able to effect a professional repair simply through skilled visual inspection and conventional equipment are fading. “In the last 24 months, we have spent over half a million dollars in training and $1.5 million in equipment,” says Lorenzo D’Allessandro, general manager of 26

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Carbon fibre is by far the lightest“weight and most malleable of the

materials being used in production automobiles today; it provides unparalleled freedom both in design and adaptability, durability, and strength.” CSN~427 Auto Collision, a large collision repair operation in Toronto. “For some OE brands you may need as much as $450,000 of specialized tooling, plus training. And you still need the basic tools: spray booths, prep stations, general frame machines, welders.” A recent report by McKinsey & Co. entitled “Lightweight, Heavy Impact:

How carbon fibre and other lightweight materials will develop across industries, and especially automotive,” paints a fascinating look at how these materials are set to become commonplace within the next 20 years, or less. Among the motivators is, predictably, a burgeoning demand for lighter-weight vehicles to reduce CO2 emissions. But also important,

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2016-01-26 10:10 AM

Photo: William Attard McCarthy – Thinkstock

BY MARTHA UNIACKE BREEN

alternative power sources – notably battery-powered electrics – require heavier batteries and related components, adding to the impetus to light-weight other parts of the vehicle. The report divides lighter-weight vehicles into three groups. “Conventional,” comprising about two-thirds of the fleet, consists of mainly small- and mediumsized cars with conventional or hybrid powertrains, which mainly utilize highstrength steel. The next largest group, “Moderate,” relies on other lightweight materials such as aluminum, magnesium, and to some extent carbon fibre, along with HSS. This category comprises most of the other third of the fleet, including most luxury and executive-class vehicles, as well as battery-electric vehicles (BEVs). The third group, “Extreme,” is statistically small and consists mainly of outliers with high carbon fibre content: primarily, niche luxury or premium BEVs. “The majority of the vehicles [we see] are made with high-strength steel,” says D’Allessandro. “Some use ultra-highstrength steel and mild steel – many of these steels require specific welding equipment. Aluminum is becoming more mainstream (such as the Ford F-150), and requires more training and specialized equipment, rivet machines and bonding. Bonding is changing the way we fix vehicles: much more sophisticated. The product has to cure, which means more downtime.” Along with their higher cost to repair, one of the principal challenges with these new materials is their higher production costs. High-strength steel, for example, is 20% lighter than conventional steel, but costs, on average, about 15% more per part. Aluminum is 40% lighter, but 30% more expensive. However, manufacturers are addressing these increased costs in a variety of ways, and the prognosis is that the cost will inevitably come down as they become more commonplace in the market. The most interesting part of the report looks at carbon fibre and its potential to go from a niche material today, mainly restricted to high-end vehicles, to the material of the future. Carbon fibre

is by far the lightest-weight and most malleable of the materials being used in production automobiles today; it provides unparalleled freedom both in design and adaptability, durability, and strength. (It was originally developed, after all, by design engineers at NASA.) But at the moment there are serious barriers that have prevented its mass penetration in the automotive market. The most immediate barrier, of course, is the material’s cost, which is in the neighbourhood of five to six times as high as steel. But as mentioned, cost is a variable that, if other things were equal, should be overcome in ensuing years as use of the material becomes more widespread and supply increases. But there are more serious problems. At the top of the list, repair and maintenance of carbon fibre is much more difficult than with other materials, including

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You were supposed to drive to grandma’s house. Not drive through it. WagnerBrake.com ©2016 Federal-Mogul Motorparts Corporation. All trademarks shown are owned by Federal-Mogul Corporation, or one or more of its subsidiaries, in one or more countries. All rights reserved.

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aluminum and high-strength steel. The nature of the product is such that damage is not generally detectable by visual inspection, or even conventional electronic measuring equipment; it requires sophisticated (and expensive), specialized detection equipment to reveal stress fractures: thermal, X-ray, or ultrasonic, for example. For some shops, investment in the equipment and training required to repair damaged carbon fibre components may be reasonable (some OE-certified shops, for example); however, for others, replacement of damaged components is the only viable alternative, producing a higher cost for consumers. Another issue with carbon fibre is its limited recyclability. European standards require that at least 85% of a vehicle be recyclable, but the technology for effectively recycling carbon fibre is still

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bodyshop | in its infancy. Some progress has been made in grinding it down to a secondary material that can be used to make lesserquality products – much like the early days of plastics recycling, where used plastic could be made into park benches and so on – but the technology still has a long way to go before it can become truly cost-effective. Other problems with carbon fibre are related simply to the fact that it is a relatively recent invention. Production costs are not only high, but also resourceheavy, which further reduces its energy efficiency rating. And crucially, there are still unknowns about carbon fibre’s long-term performance in vehicles: how well it maintains its strength over the service life of a vehi-

cle, and to date, a shortage of comprehensive crash-performance testing. On the other hand, growing interest in the material means that all of these challenges are being addressed – not just in the automotive industry but across a range of industries, notably the aviation and alternative energy fields. The report concludes by predicting that of all the advanced materials now being used and tested in the automotive industry, high-strength steel will continue to lead the way for the next decade or so. Its low cost (compared to other new materials) and light weight, along with ease of repair and maintenance, will continue to drive demand, especially in smaller and mass-market vehicles.

However, HSS’s primacy won’t last forever. The authors see its prominence fading within the next 20 years, in favour of aluminum, which, of course, is already making strong inroads in both luxury and increasingly, mainstream cars and trucks. The report goes on to say that, over the long term, carbon fibre may eventually take the place of much of this market. Both carbon fibre and aluminum are predicted to grow exponentially within the next 20 years or so – perhaps even more quickly, if the barriers to entry of carbon fibre are reduced more quickly than is currently predicted, or CO2 reduction targets are further tightened. It’s a daunting, but fascinating, prospect – and it’s closer than you think. nJN

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also online at www.autoserviceworld.com JOBBER NEWS / FEBRUARY 2016 |www.autoserviceworld.com

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publisher’s comment | with andrew ross, publisher » andrew@newcom.ca

PERIL AND PROSPERITY

Twitter: Andrew Ross (@JobberNews)

www.facebook.com/pages/ AutoServiceWorldcom/ 244916465611841

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received astounding news from my financial advisor in January: my investments were worth exactly what they were at this time in 2015. My personal Wall Street Miracle saw my losers precisely countered by winners, with U.S. yields ably helped upward by the plunging value of the Canadian dollar. It was a balancing act worthy of Indiana Jones’ theft of the golden idol in Raiders of the Lost Ark, with one peril after another pursuing him out of that cave – culminating in a very near escape from a giant, relentlessly rolling boulder. Mercifully, I have not been overly exposed to the energy sector – with its headlong downward roll over the last twelve months – and if you were, well, sorry to hear that. As I write this, oil has dipped below $30 a barrel, and heading southward. (Cue the boulder.) Of course we’re all exposed to the whims of energy pricing, due to the overweighting of our national economic reliance on that sector, even as we await a rise in manufacturing buoyed by the dubious benefits of the low Canadian dollar. According to Scotiabank economic analyst Mary Webb in her January report, “In Canada, the three major oil-producing provinces – Alberta, Saskatchewan, and Newfoundland and Labrador – expect to shift from an estimated CDN$0.3 billion combined surplus in fiscal 2014-15 (FY15) to a C$8.3 billion deficit in FYI6. For FY17, concerns already are emerging on the effort required to significantly scale back the red ink. Conversely, the other seven provinces anticipate a CDN$2.25 billion bottom-line improvement during FY16, narrowing their combined shortfall to C$8.5 billion.” It is, say some, all just a signal that the global economy is in transition; but like all transitions, there will be winners and losers. The near-future prospects are strong, but the

immediate conditions are a bit tricky. How you navigate this period will be a strong determinant of how well you are able to take advantage of the growth just around the corner. So here are five things I believe you should do to be prepared: 1 Ensure that your technology is current. Transitions tend to drive generational change in businesses, as older incumbents exit and pass the torch. Make sure your tools and your ability to use them are in sync, with a shift to younger managers and owners. 2 Customer service will always be first on the list of what you do, but what that means is changing. Understand that for many, better customer service means less human contact. Ensure you know how those changes affect your business. 3 Ensure that your succession plan is well in place. As with your customers, you may also be seeing the coming rise in economic outlook as an opportunity to transition the ownership of your business. Make sure you and your business are positioned for it. 4 Learn all you can about telematics and what it means for your business. I know we have been talking about it for quite a while, but it is too important to leave anywhere but top of mind. 5 Close the gap between your e-tailing ordering capability and fulfillment – the front end and back end, as it were. Those organizations that are able to realize the promise of e-tailing first will quickly outpace those who delay, probably permanently. There’s a world of competition rushing up behind you. You need to invest time and, yes, money, into your business to keep driving it forward, even when progress looks like standing still. The alternative is simply unfathomable. nJN

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