Issuu

ORPORATIN NC

Customer retention

How to keep â€™em coming back JANUARY / FEBRUARY 2016

INSIDE: Case Study: Spark plug blow-out Q Free repair jobs in Saskatoon? Q Communicating ride control Q

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ASK YOUR SNAP-ON FRANCHISEE ABOUT OUR VARIETY OF MODELS TO FIT EACH INDIVIDUAL SHOP’S NEEDS.

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JANUARY / FEBRUARY 2016 | VOL. 2 NO. 1

CANADIAN AUTO REPAIR & SERVICE MAGAZINE

FEATURES

Management: The Relationship Rule Management experts and successful shop owners agree: retaining customers comes down to people, processes, and the personal touch.

Technical: Spark Plug Blow-out

COLUMNS

If the manual says spark plugs are to be installed dry, we’d better listen… or we could cause internal engine damage and frustrating drivability issues.

Service Notes

9 20

We’d like to recruit you to become a member of a new CARS think tank, offering your opinions on everything from the quality of auto parts to the availability of training.

14 Management Insights Management consultant Murray Voth says leading and managing are two distinct skill sets… but they’re both critical if you’re going to take your company to the next level.

Products: Ride Control It’s one of the toughest jobs to sell because people get used to the feel of their car on the road… even if it is not nearly as good as it used to be.

DEPARTMENTS Letters...................................................7 In the News ...........................................9

The Car Side

By the Numbers .................................12

Our resident humorist, Rick Cogbill, recounts how Slim and the gang found an unusual fix for a stubborn drivetrain problem.

Baywatch ............................................26 On the Web .........................................26 Advertiser Index ................................29

Our new international calling card. by

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January / February 2016

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SERVICE NOTES CANADIAN AUTO REPAIR & SERVICE MAGAZINE

EDITOR | Allan Janssen (416) 614-5814 allan@newcom.ca

Seeking your well-earned opinions

CONTRIBUTORS | Alan Beech, Murray Voth, Camille Casse, Jeff Taylor, Andrew Brooks, Rick Cogbill, John Fraser ART DIRECTOR | Tim Norton (416) 614-5810 tim@newcom.ca

We’re reviving our Advisory Panel to find out what you think about our ever-evolving industry.

MANAGING DIRECTOR, AUTO DIVISION & NATIONAL SALES | Kathryn Swan (416) 510-5221 kathryn@newcom.ca

By Allan Janssen

NATIONAL SALES | Andrew Ross (416) 510-6763 aross@annexnewcom.ca

I was talking to a shop owner recently who told me it had taken years for him to feel like he’d earned his opinion on matters regarding automotive service. That’s how he put it. He’d “earned” his opinion. I like that. It paints a picture of someone whose views are worth listening to because they ring with experience. As editor of this magazine, I enjoy talking to people like that. Their comments, weighted with the endorsement of their years, are what I want to hear. Those “well-earned opinions” are what I need to showcase in these pages. I think we can all agree that your perspectives need to drive this magazine... not mine. Those of you who know me personally know that I don’t come to this job with a background in automotive service. I never turned wrenches for a living. But that deficiency gives me special respect for the opinions of those who do. I seek expert counsel on every story I write… and you are my experts. I defer to your judgment. A few years ago, I conducted an experiment in creating a new kind of conversation with readers. I asked them to identify the biggest issues facing the industry and what topics they’d most like to discuss with others. From the responses I picked a core group of readers to be part of an advisory panel that would offer their feedback on a wide range of questions sent to them a few at a time over the course of a year. It would be no exaggeration to say that their responses shaped the magazine that year. When the

experiment was over, we gave out hats and T-shirts and even a big-screen TV to one of the most prolific contributors. I had a blast getting to know everyone and they’re still my go-to experts on industry topics. So maybe it’s time to revive the advisory panel. And if you feel you’ve “earned your opinions” maybe it’s time to share them. There’s a lot going on in the automotive world – from the obvious gamechangers like telematics and selfdriving cars, to the challenge of finding new talent and quality training, to perpetual concerns about the economy and evolving consumer expectations. You may not have all the answers, but your experiences, as you steer your businesses through these troubled waters, could be instructional. You may have insights that put things into perspective for the rest of us. In the coming weeks I’ll let you know how to become part of the new CARS Advisory Panel. In the meanwhile, if you want to signal your interest, send me an email at allan@newcom.ca and put “Advisory Panel” in the subject line. It will be a truly interactive think tank, where we can debate the issues of the day and come to common positions on matters that affect us all. And of course we’ll publish the best ideas in the magazine. Your opinions matter. I urge you to share them.

Tell me what you think. Send your thoughts to allan@newcom.ca.

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

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

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

January / February 2016

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LETTERS New Ontario inspection will take much longer I just read the article about motor vehicle inspections (“Taking a closer look,” December 2015). Inspections should cost $110 to $120? I have to question that. You put a vehicle on the hoist, verify the serial number, remove the wheels, check brake pads or lining, record the measurements in mm, measure rotors or drums, go to the books to see if everything’s within specs, install the wheels, get the torque specs, torque the wheels, check tire pressure requirements on tire side wall, check tire pressure in all tires including the spare, measure and record the tread depth… and you haven’t even started the inspection yet? Already you’re over $120! An inspection done according to what (MTO officer) Bob Stickan wants would take about four hours to complete! Chuck Pittman Chanor Truck Repairs Ltd Cache Creek, BC

Provinces need to harmonize inspections I’d be interested to know how this inspection compares with rest of the provinces. Changes are necessary and the rest of the provinces should follow and adapt. The movement of used vehicles across Canada is huge. Azim Premji UAP Edmonton, Alta.

Some unanswered questions What about SRS systems… air bag operation… restraining devices... I don’t see anything on the web page about these things. It would be good if there were a sample inspection sheet to view. Conal Derdall Marshall Automotive Barrie, Ont.

Apprenticeship system requires commitment I just read the article about apprenticeships (“Auto Service Apprenticeships Slump,” Dec. 2015). As a teacher, I see the problem starting in our schools and

technology programs where we often see a lack of teaching expertise and up-to-date technology. Trying to find apprenticeship placements is next to impossible. It’s very different from the 70s when I started mine. Increasing the number of apprentices requires more participation on the part of the automotive shops. We need more commitment from all stakeholders. Luciano Novia Technology Department Head St. Edmund Campion Catholic Secondary School Brampton, Ont.

Supporting the next generation starts with shops Dwindling enrolment is one of the main reasons why my partner was instrumental in setting up grant and scholarship programs at a local high school auto program. He’d even make presentations himself to make sure students were fully aware of income possibilities and industry needs. To honor him after his passing in June 2015, I’ve set up a $4,000 a year tool award, in cooperation with the Lethbridge College auto tech program, a local tool distributor, and one of the

parts suppliers in town, Silver Automotive. The Brian Kaltenbruner Memorial Tool Award will see annual awards of $1,500 for the most deserving first year apprentice, and $2,500 for the most deserving third-year apprentice. The awards will be in the form of tool gift certificates, providing tangible assistance to students. Rather than simply complaining, I think it’s up to all of us to promote our industry and attract the brightest and most talented students to join our ranks. I challenge each of you to look into the possibility of setting up similar awards to promote excellence. What can you and your organization to do jump in the deep end to save a flailing industry? Beverly Kaltenbruner Harold’s Auto Service Lethbridge, Alta.

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

EYESPY Ever feel like you’re being watched? Randy Visser, owner/manager of Fountain Tire in Pincher Creek, Alta., says the source of a chirping noise under the hood was traced back to a marmot that had climbed in and was afraid to leave its new home. It took three guys about 45 minutes and a lot of ingenuity to get the 15-pound rodent out. “Then he ran over to another vehicle parked in my lot and crawled up into the

spare-tire area,” says Randy. “We left him there overnight and he was gone in the morning.” Have an interesting picture to share? Send a high-resolution image to allan@carsmagazine.ca

January / February 2016

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Providing ding Industry Leading Coverage For Today’s Veh Vehicles Your next ride control customer might walk out the door unless you have the OE-quality replacement rep parts he or she prefers. That’s why thousands of shops worldwide choose Monroe. Our global OE leadership is more than a quality advantage – it’s also a coverage advantage that can help you satisfy more customers every day.

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NEWS

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

Saskatoon shop ends year with series of free repairs By his own count, Jeremy Zelinski fixed at least eight cars for free last year. Starting in September, the manager of Autologics Repair in Saskatoon gave away one free repair job per month. And he ended the year with a well-publicized flurry of free jobs dubbed “Five Cars in Five Days.” The ultimate goal was to offer a little financial help to people who’ve had hard luck in 2015. “This area has been pretty hard hit lately. The economy is pretty tough, and people are struggling,” Zelinski told CARS magazine. It all started when a local radio station sales pitch made him re-evaluate his marketing spend. Devising a “special deal” on brake inspections or oil changes might bring in a few new customers, but would ultimately cost him money and make people even more cynical about auto repair. “There are a lot of promotions that

Jeremy Zelinski poses with customer Jackie Halvorson and her kids, winners of a free repair job during Autologics Repair’s “Five Cars in Five Days” program in Saskatoon.

really make people suspicious of our trade,” said Zelinski, who manages the three-bay shop for owner Scott Summach. “I wanted to do something that might help change the mentality about automotive repair. I want to show people that there are shops out there that care.” He got some great publicity but said that was never the intent of the program.

iATN launches new product and service guide The International Automotive Technicians Network (iATN) has launched Auto Pro Wiki, where iATN’s 84,000 members will help create an encyclopedia of companies, products and services serving the industry. The wiki will also include member product reviews. To ensure unbiased information, iATN members who edit the Wiki will be asked to adhere to a neutral point of view. Information that will be curated on the site will include company and product descriptions, year of origin, headquarters location, website, product URLs, social media links, company logos, and product images. A clearly marked area of each page is designated for product reviews to give iATN members the opportunity to share their expert opinions. iATN was founded in 1995 and is the largest online community of automotive

technicians, repair shop owners and other allied service professionals in the world with more than 84,000 active members from over 166 countries.

Denso expands its technical training program Denso Products and Services Americas, Inc. has expanded its Technical Training Program with three new automotive repair classes. The company’s 2016 education roster now includes Advanced Scan Tool Beyond the Flowchart; Mechanical and Variable Valve Timing and Lift; and Transmission In-Car Diagnostics. Denso now offers a total of 44 classes under its Technical Training Program. More than 15,000 technicians have completed one or more Denso courses since the program was launched 10 years ago.

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January / February 2016

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NEWS Auto Aide buys Auto Know Auto Aide Technical Services, the Barrie, Ont.-based training and diagnostic equipment company has purchased Auto Know. Mark L e m a y, president of Auto Aide said the purchase became available upon the retirement of Auto Know owner Ron Brown. “We felt that this would be a good addition to our current business of providing on-site troubleshooting and technical training,” said Lemay. “We have had a long standing relationship with Ron and his business. We’re endeavoring to maintain the high level of customer satisfaction that Ron’s customers enjoyed.”

Auto Vitals. The evening included hands-on demonstrations of the technology, and a lengthy question-and-answer period. “This represents a huge change in our world,” said Stephen Krieger, president of Barton Auto Parts. “This has the potential to change everything about our business.” Chris Thorne, the national sales and marketing manager for NAPA’s Autopro and Autocare programs, said the automotive repair and service industry faces a big challenge. “Can we go paperless like every other industry?” he asked. “If so, we really ought to do it.”

AIA releases new notice about vehicle warranties

Autologic Diagnostics and WORLDPAC, Inc. have entered into a distribution agreement to bring the new Autologic Assist diagnostics support program to WORLDPAC’s North American customers. Autologic Assist, which combines third-party vehicle data, diagnostic tools, and real-time access to a team of master technicians, will be offered through WORLDPAC’s Tools and Equipment Services division. Autologic Assist also integrates with speedDIAL, WORLDPAC’s order fulfillment and catalog software. In 2015, Autologic Assist technicians provided support worldwide, fixing more than 300,000 issues; identifying in excess of 850,000 fault codes; and, supporting more than 1,000 automobile models.

The Automotive Industries Association of Canada says frequent questions from consumers have prompted an update to its public notice on vehicle warranties. The revision challenges the implications made by new-car dealerships that all regular maintenance must be done at an authorized dealership or else the vehicle warranty could be voided. “It is very important to share the message that, as consumers, Canadians have a choice,” an AIA statement reads. “We encourage you to share this new notice with your customers.” The notice, which can be plaquemounted and displayed in repair shops, stresses that, “making your own choice of automotive service professional for regular servicing and maintenance does not mean compromising your vehicle warranty.”

Information night examines notion of ‘paperless shop’

New report outlines value of skilled trades

NAPA customers in Hamilton, Ont. were invited to a special evening to see what a paperless shop might look like. Barton Auto Parts held an information night to demonstrate the latest productivity tools from California-based

A new report, released by the Canadian Apprenticeship Forum, finds that half of all skilled trades workers in Canada are making more than $80,000 a year. The report, based on observations

Autologic signs agreement with WORLDPAC

from 754 certified journeypersons across Canada, is entitled “The Benefits of a Skilled Trades Career: Journeyperson Perspectives and Experiences.” It highlights the benefits of working in the skilled trades, including good pay, interesting work, full-time employment, and the job satisfaction that comes with building or creating something. About half of the respondents reported making more than $80,000 annually. Sarah Watts-Rynard, CAF-FCA’s executive director, said the report shows that skilled trades are far from ‘dead end jobs.’ “This study reflects a much different reality, one of broad opportunity both in the trades and in related occupations,” she said.

Canadian new vehicle sales break record… again Despite a dip in December vehicle sales, its 128,874 units was enough to push Canadian auto sales to a new record high of 1,898,485 units. It is the third year in a row that Canadian vehicle sales have hit a record high.

The sale of 1,182,766 light trucks was also a new record. Light trucks accounted for 62.3 percent of the market in 2015. The trend held even in Alberta, which has faced a significant slow-down in sales with the drop in oil prices. Passenger car sales declined to 715,719 units in 2015, a drop of 6.3 percent. The luxury vehicle market reached a new record volume of sales and a new record market share, with luxury SUVs being the biggest contributor to that segment. FCA ( formally Chrysler) led all OEMs with sales of 293,061 units (an all time

10 CARS

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sales record). For decades General Motors was the best-selling vehicle company. Ford overtook GM between 2010 and 2015.

Canadian attitudes split on winter tire use More than half of Canadians favor mandatory winter-tire use, according to a survey by DesRosiers Automotive Consultants of 1,500 light vehicle

New app could eliminate apprenticeship paperwork The makers of a digital logbook for skilled trade apprentices say they’re working on a version specifically tailored to automotive repair apprentices. The app, called SkillRecord, is widely used in the crane operator industry. A mobile version has just been released, allowing them to track their hours and skills on phones, tablets, and other devices. Co-founder Gunnar Mardon says automotive service apprentices could be next on the company’s development list. “The automotive trade is certainly one we’re interested in,” said Mardon. “We’ve been growing the business organically since 2011, one step at a time. We’re ready now to handle inquiries from other industries, and automotive repair and service is

owners across the country. Quebeckers were the biggest advocates of winter tires, with support from more than 90% of residents in the only province where winter tire use is mandated. Atlantic Canada was also largely in favor, with 71.5% support. Just under half of residents in Alberta, Ontario, Manitoba, and Saskatchewan were in favor of mandatory winter-tire use. Predictably, British Columbia had the lowest level of support. Nationally, 57.2 percent of respondents believe winter tires should be mandatory while 31.5 percent were against the idea (with the remaining 11.3 percent citing they weren’t sure either way). According to DesRosiers, the results were not greatly influenced by respondent gender or age.

definitely one that would work well with this technology.” He and his business partner, Robert Aitken, are planning to develop a basic template for recording automotive repair work hours, skills learned, supervisor comments, and sign-offs. Once the base logbooks are complete, individual businesses can fine-tune the app for their own specific needs. “We’ll set the system up, but it will be easy for a company to customize what they want to track,” he said. The goal is to create a community of skilled professionals who track workplace activity and share information to promote continued improvement of best practices – even after they are fully qualified. “The data can go with the worker, even if they move from one employer to another,” he said. “This is their data. This is their story on how they have learned the tasks they’ve learned. It becomes their resume.” SkillRecord Systems is a Canadian company, based in Victoria, B.C.

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January / February 2016

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By the NUMBERS Stats that put the Canadian automotive aftermarket into perspective.

50%

1,898,485 Light vehicle sales in Canada in 2015. Despite a dip in December sales, the total number of light vehicles sold in 2015 hit a record high for the third year in a row.

Percentage of in-store transactions expected to be completed via mobile devices by 2017.

— DesRosiers Automotive Consultants

42%

— Looking Further with Ford micro trends report

Percentage of Canadians who don’t know when to switch from regular tires to winter tires (when the temperature drops below 7°C). — Hankook Tires, Get a Grip Winter Tire Safety Poll

9 days

12 MILLION

The number of self-driving and driverless cars forecast to be sold globally in 2035 – about 10 percent of total global light vehicle sales. — IHS Automotive

About one-third of American entrepreneurs in the independent automotive service and repair industry report that they take fewer than 9 days of holidays per year – the lowest of any industry tracked by small-business insurance provider Hiscox Inc.

91.5%

—Hiscox study: “DNA of an Entrepreneur”

159,547 Number of independent automotive repair and service shops in the U.S. in 2015. That’s down from 165,315 in 2005 -- a loss of 5,768 businesses. — U.S. Bureau of Labor Statistics

81%

The most trusted source of business recommendations for American consumers come from family or friends. 76% of respondents say they trust online reviews, and 70% say they trust third-party experts. Only 47% say they trust advertisements.

The amount of value retained by the Toyota FJ Cruiser after three years on the road. Among all three-year-old vehicles, it had the best retained value, while the Smart ForTwo was lowest ranked, holding only 32.5 percent of its original price. — NADA Used Car Guide

—Experticity

46%

Percentage of Canadians who have work done at independent auto repair shops only. Dealerships are the exclusive service providers to 33% of Canadians, while the balance – 21% are “channel agnostic” going to both dealerships and independent shops in a given year.

— J.D. Power 2015 Customer Service Index Long-Term study

— J.D. Power & Associates

The percentage of new-vehicle buyers who purchased an extended warranty or maintenance package in 2015.

12 CARS

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MANAGEMENT INSIGHTS

Leading and managing They are two distinct skill sets… but they’re both critical if you’re going to take your company to the next level. By Murray Voth As humans, we tend to be pretty good at looking forward… but we’re not as good at looking back at where we’ve been. After 10 years as a trainer, facilitator, and implementation coach, I’m seeing the efforts of many shop owners really paying off. They’ve made the transition from being a technician who happens to own an automotive repair shop, to being a business owner who happens to be a technician. The difference is significant! The technician thinks fixing cars is how to make money. But the business owner realizes that managing is the key activity that allows you to make a profit. Fixing and maintaining cars is just the medium by which the money is generated. Although it’s a positive development when my clients have made this transition, it also creates new challenges for them… and necessitates the next level of management training. They start to say things like this: “Now that I’m no longer a full-time technician or service advisor, what am I supposed to do with my time? What does my job look like? Where do I fit?”

These owners need some help defining their new role in the business. The old platitude, “Work on the business instead of in the business” just isn’t enough for them any more. “I guess I have to be ‘the bad guy’ if I want my staff to do the job properly!”

These are owners who need help understanding how to lead. They used to think that in order to get a job done right, you had to do it yourself.

Old-fashioned management techniques don’t seem to work in the new economy. It used to be when the boss told you to jump, you said “how high?” These days, employees want to know “why” first. Many of us old guys have not learned effective ways to hold people accountable without relying on a big stick. “My company has grown to the point where it’s not feasible to meet with employees individually, and our staff meetings have become too unwieldy to be productive. What is the best way to communicate effectively with my staff?”

These owners are experiencing a level of growth that comes from hard work and good management… and that’s great. But it can also spread them out too thin. They need to learn new ways to transfer their knowledge and skills to key employees. Delegating responsibilities is their new challenge. As business owners, we know that it’s important to be both good managers and effective leaders. Many people see these roles as being one and the same, but they’re actually very different. I believe a person can be a leader without being a manager. They can also be a manager without being a leader. Since many people try to function in both roles, let’s start by defining them and looking at the differences. Management is an operational function; it’s about keeping complex processes functioning so they can produce the intended results. Leadership, on the other hand, is about finding and setting direction. It’s about providing hope and competence to the

people in the organization. In simple terms, leadership creates the vision, while management carries out the mission. You often hear people talk about “natural born leaders” and “gifted managers.” And, indeed, they may have been born with traits that make them excel as managers or leaders… but they still had to learn the skills. Sydney Crosby was born with a certain physique and athleticism, but he still had to learn how to play hockey. And he would never have become a great player without investing in a lot of practice. The key to success – both in the workplace and on the ice – is building up the most essential skills. The first step in learning how to lead is taking responsibility. You can no longer blame anyone else for problems facing the company. You accept full responsibility… and by doing so, you gain the trust of those around you. Responsibility is contagious. The

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more you practice it, the more those around you will learn to take responsibility. Those who live their lives as victims will not enjoy this environment of accountability and there’s a good chance they will leave. And if they do not leave on their own, a good leader will ask them to leave. The second thing a good leader does is create a vision of the future for the organization. This involves thinking about your company, assessing it’s current state, and what it could look like in the future. A leader needs to see five or 10 years down the road, understand what obstacles are in the way, and how the team can overcome those obstacles. Creating a vision is not being a prophet. It is about using your imagination to paint a picture of what things could look like. Thirdly, good leaders spend time learning new things, using their minds, and trusting their intuition. Unfortunately, many shop owners have

a sense of insecurity about their intellect. It often stems from their school days, when reading and studying intimidated them and they were not natural academic learners. If this describes you, I want to encourage you not to be down on yourself. You know much more than you think you do. A career of solving problems has given you a very sharp mind. All you have to do now is find the information that will make you a better leader and manager. You need to get accustomed to using books, articles, and advice the way you used to use tools. Fourthly, a good leader knows how to make decisions. Most of us let life happen to us. We tend to be reactive rather then proactive. Whether we’re afraid to make decisions or we think there are just too many options, we all have to learn how to make a decision. That’s what leading is all about. Managers, by contrast, need to develop other essential traits. Whether

you’re a business owner or an employee manager, you’re responsible for following accepted environmental and labor practices, and being a good corporate citizen. There are seven things that will help make you a success. 1) You must understand how to measure the business, create financial reports, and understand industry benchmarks. 2) You must provide the systems and procedures required to achieve these benchmarks. You also need to attract, hire, train, and retain employees, providing them with job descriptions, training, direction, and feedback. 3) You must ensure that all the company-operating expenses are paid, accounts payable are paid, and accounts receivable are collected. 4) You must source the required tools, equipment, training, computers, and software to operate the business. 5) You must meet with suppliers to negotiate the kind of pricing and service that will allow both sides to win. 6) You must manage and control the expenses of the business to ensure that the business can operate effectively within minimal waste. 7) You must create a marketing plan to grow the business and perform all the public relations and customer relations roles that need to be carried out. This is really just an outline for developing your leadership and management skills. It marks the start of a lifetime of learning that will help you steer your company to success. My next few articles will elaborate on some of these topics, and provide you with the knowledge to take things to the next level.

Murray Voth is a consultant and trainer with Total Automotive Consulting & Training Inc. in Edmonton, Alta., which runs the ProShop program across Canada. He can be reached at murrayvoth@proshopmanager.ca.

January / February 2016

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MANAGEMENT

THE

RELATIONSHIP

RULE

Retaining customers comes down to people, processes, and the personal touch. By Andrew Brooks

It’s an accepted truism in business that doing what you can to keep existing customers is a better strategy for business growth than chasing new ones. Not only does it cost more to get new customers, but when new competitors arise the loyalty you’ve built forces the new guys to try to poach someone else’s customers. Aside from all the strategy, however, it’s simply easier to sell products and services to people who already know you and do business with you. Jean-Paul Belliveau, owner of JP’s Garage in Moncton, N.B., sees customer retention as the number one challenge in the industry. “If you don’t take the time to service the customers right in front of you, why would you spend time to go and get more?” he says. Providing consistent service is key to earning customer loyalty, but

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for him the real differentiator is creating a personal relationship. He accepts that as one of his primary responsibilities as business owner. Whenever a customer needs a lift while their car is being worked on, Belliveau drives them himself in the company shuttle van. “It’s a great opportunity to talk to your clients,” he says. “You get to know them a lot better, they get to know you, and you can explain what’s going on with their car. I find it keeps clients coming back.” Belliveau also makes a point of following up with every customer, whether it’s by phone, or email, text message, or Facebook. Customer retention is a matter of solid financial common sense, according to Bob Greenwood, president and CEO of Automotive Aftermarket E-Learning Centre Ltd. “The average five-bay shop in Canada is missing $90,000 to $110,000 net profit out of their current customer base,” he says.

Missing business According to his numbers, Canadian shops bill an average of 1.4 to 1.6 hours per invoice, when it should be 2.5 hours. And these numbers don’t include the parts gross profit that goes along with improved billed hours. “Shops aren’t paying attention to the current business coming through the door,” Greenwood says. “Their internal processes have to be reviewed and accountability settled in. Shop owners think they need to get more new customers, and meanwhile the amount of money they’re missing from current business is just incredible.” The cost of acquiring a new customer is typically way higher than the cost of keeping an existing one,

says Darren Rabie, president of Focus America, a sales management and training consultancy. “With so much competition out there, any supplier can get interchanged,” he says. “So what keeps them together beyond just their quality and price? It’s how the supplier and customer feel about each other personally. Did you get to know them? Can you trust them? Can you depend on them?” Rabie says the biggest mistake businesses can make with regard to their customers is to stop talking to them. “When they can buy exactly what they buy from you at 100 different places for the same price, the intimacy of the relationship matters.” It’s also critical to differentiate yourself from the competition. “If you’re ignoring current and past customers, you’re losing substantial business – between a third and two thirds of your potential pipeline,” says Jeremy Miller, author of the bestselling book Sticky Branding, which offers principles that small- and mid-sized businesses can use to build

outstanding brands. “Being really good at what you do in any business, including the automotive sector, is the price of admission these days,” Miller says. “You can’t just assume your competitor isn’t doing a good job.”

Differentiating yourself The real question is how do you tell your story so it attracts loyal customers. Miller’s book offers one notable example. Jim Gilbert’s Wheels and Deals, a used car dealership in Fredericton, N.B., has established two major competitive differentiators. First, it maintains every car it sells to 250 per cent of provincial standards. “They built their reputation selling hassle-free cars,” Miller says. “That created a lot of loyalty.” Second, every year Wheels and Deals sends a personal birthday card to everyone who has ever done business with them – a grand total of some 12,000 people. It’s a mailing plan so ambitious that their location is now a registered post office.

Jean-Paul Belliveau, owner of JP’s Garage in Moncton, N.B., sees customer retention as the number one challenge in the automotive repair and service industry.

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Since 2000, the business has grown from $2.5 million in revenue to over $35 million… which of course means that they’ve added plenty of new customers in addition to looking after existing ones. But few independents have the resources to do something on this scale, which is a real problem when you consider that they’re increasingly going toe-to-toe with the well-resourced car makers themselves.

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breakup can actually help to improve relations with other customers, and even attract new ones. The fact that unhappy customers can broadcast their dissatisfaction on a shop’s website, Facebook page or Twitter account only makes the need to respond properly more acute. Unfortunately, however, a huge proportion of shops don’t respond at all, says Brian Warfield, senior product manager, social/CRM for Mitchell 1.

Shop owners think they need to get more new customers, and meanwhile the amount of money they’re missing from current business is just incredible.

“Our competition is the OE dealers,” says Leah Cochrane, general manager of Cochrane Automotive in Toronto. “The dealers are telling customers that independents can’t do a proper job, that only the OE dealers can, that ‘genuine OE parts’ is a reason to come back to them.” Cochrane believes one way independents can compete is by signing on with an automotive banner program that enables them to offer some of the same advantages as the big guys, such as warranty protection and roadside service. Developing a system to ensure that independents can meet manufacturers’ warranty conditions on newer vehicles is also high on her list of must-do’s.

Back from the brink Into every relationship a little rain must fall. But even the worst-case scenario – when a customer is unhappy and says they won’t be coming back – can become an opportunity. The relationship can’t always be saved, but the way you handle the

“On average, the response rate to low score reviews is just 34 percent, indicating that some shops are willing to let consumers complain about their visit without reaching out to correct the situation,” Warfield says. “That clearly has a negative impact not only on retention, but on new business as well. People will likely look elsewhere when they read a negative review that has gone unaddressed by the business.”

Processes in place The point is to show you care by taking the time to respond. A professional response will defuse tension and show other customers that you’re serious about maintaining the relationship. It’s best to ensure that any online reply comes ‘from the top’ – from the owner or manager. Depending on the situation, a shop can offer to look at the problem and fix it for free, or offer a discount or premium that the customer can use on a subsequent visit. At the very least, an apology may be in order. “If one stops communicating to

existing customers, or ceases to establish a fidelity link, customers tend to go elsewhere,” says Karole Lauzier, vice president of VL Communications. “But service – excellent service – means everything. Don’t just promote your services, promote yourself. Greet a customer with a smile and have him sit down comfortably while he waits. Provide him with a professional attitude and a professional invoice at the end. Tell him when he’s due back and take a note.” Jeff Moody, general manager of Protractor Software, believes a shop’s own processes will determine the success or failure of customer retention efforts. “A certain level of turnover is inevitable in every business,” he says. “What a business will find by looking at turnover is that it’s a symptom of a problem – and the problem isn’t the customers. It’s within the shop and is typically going to come down to their process, or lack thereof.” He says if the staff has been trained to follow a winning formula every time – one that includes educating the customer and always booking the next appointment – that will speak volumes to customers and will generate repeat business. It’s the up-front people skills that truly matter, says Gianni Barbieri, president of Extra-Tech Automotive in Calgary. “You have to invest time to keep people coming back – and you have to invest in your employees,” he says. “You need to educate them on how to deal with clients.” Barbieri believes the best link between a good business and good customers is a good staff. “We’re building relationships with our clients so we can work on their cars,” he says. You have to have staff who are personable and who want to be here – who want to help people.”

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TALKING TECH

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The source of a strange noise in the engine defies detection… even under close scrutiny. By Jeff Taylor

The loose plug causing all the noise. You can easily see the blowby that was escaping by the tapered seat that creates the seal.

while back I had a customer come into the shop with an engine noise complaint. This guy was a contractor, and he took great pride in his 2008 F150 5.4L Triton V8. He kept it in top shape, clean inside and out, and always in perfect running condition. He was very concerned about a ticking noise in the engine. It was rhythmic and quite noticeable. He was embarrassed, partly because his coworkers had started making comments about it. I’d performed many tasks on this vehicle but the customer also performed a lot of his own maintenance. He was stumped by the noise… so he came to see me. When he dropped off the truck, I went outside to listen to it. There definitely was something wrong. The rhythmic nature of the noise pointed me to the valve train in the engine. I brought the truck in and performed a couple of basic tasks. I hooked up

a scanner, and pulled out a stethoscope. I could tell that the noise was coming from the right bank of the V8, but the scanner showed me nothing. There were no misfires, and no codes of any kind. I did a cylinder balance so I knew that all the cylinders where performing equally. I couldn’t alter the noise at all, even by shorting cylinders. And a vacuum gauge showed proper and steady readings. Frankly at this point, I was a tad skunked. My next step was to start tearing down the engine and remove the valve cover. The Triton 3-valve engine is known to have a few issues with valve train and timing chains… but they’re probably best known for having the spark plugs break off in the heads. I knew pulling the plugs would be a challenge so I was so reluctant to do a compression test. The real conundrum here was that the truck wasn’t missing and was running smoothly… but there was a noise.

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Taking it all apart I had our service advisor contact the customer to explain the next step: engine disassembly. He had a lot of questions first, with a bunch of ideas about what might be causing the noise. (The Internet is full of good and bad information!) But, in the end, he said go ahead. He just wanted the engine to run quietly. I went back to the truck and did my due diligence. Before tearing it apart, I would pull out the spark plugs and do a compression check, and a cylinder leak down. Nothing was really pointing me in that direction, but I wanted to be sure. The customer said that he had put new spark plugs in the truck about a year earlier and he’d had no issues getting them out, so I started to dig in. Starting with the most difficult cylinders – the ones at the back – and working forward, I removed the coils. When I got to cylinder #2 it was very discolored from blow by. Could this be the issue? I took out my plug socket and when I tried to remove #2 plug, I found that it wasn’t loose… but it wasn’t tight either. It had the exact same feeling as a broken plug. But when I unscrewed it, I found to my surprise that it was intact! Looking at the plug, though, you could see that the threads had been polished, and had been working its way out. It was blackened but still in one piece. The wheels in my head were turning pretty fast now. Could this be the cause of the noise? Could it be that simple?

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TIC TIC

TIC

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TIC

TICK

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In my 30-plus years as a tech, I’ve never heard a noise from a loose plug that mimicked a valve train noise so closely. I’ve heard many blown-out spark plugs in my time. You can place that sound even when one passes you while you’re standing on the sidewalk. But I’d never heard a tick like this truck made before. Based on the blow-by damage, I ordered a new set of plugs and a new coil. When the new parts showed up, I took the time to inspect the spark plug holes, remove any dirt and corrosion that these deep wells tend to accumulate. I also ran a proper spark plug chase into the threads to make sure that everything was perfect. After doing a compression and leak down check that showed no internal issues, I installed the new plugs and started the engine. The noise was gone! A loose spark plug had been the culprit.

Dry installation The lesson here was that the customer had installed his own plugs, and reading on the Internet how prone these engines are to spark plug issues he’d coated the plug with anti-seize. This is a very common practice in our industry… but it is something that should not be done. Now, before you get into a snit, I’m just telling you what the spark plug and the engine manufacturers say. Spark plugs should be installed dry.

ICK

Two spark plugs removed from a second Ford F150 that had the same ticking noise as the first truck. I knew right away what the noise was this time. But these plugs had been loose so long, the electrode had melted off. Remember, the plug transfers heat from the combustion process to the cylinder head… and if it’s loose, it can’t transfer enough and the plug overheats.

The issue with this particular engine, and the frequency of plugs breaking in the cylinder has to do with deposit build-up in the exposed part of the combustion chamber. It is not the result of dissimilar metal sizing of the housing into the cylinder head. I know what you’re thinking. You’ve read the TSB and it says to install antiseize on the spark plug. But read the TSB again. It says install a film coating of a specific nickel anti-seize to the ground electrode shield… a very slight amount. Using too much anti-seize is a well-documented cause of tip-in misfires, especially if you get it on the strap at the end. As for the spark plug

Here you can see the tapered seat area that had some contamination and the start of the plug losing its seal. The result: a blowtorch effect of hot gases escaping. That usually destroy the coil as well.

threads, the TSB is clear. They should be left dry. No lubrication. Just tighten them to the correct torque. Today’s spark plugs are made and designed to tackle the issue of dissimilar metals and most have a proprietary coating that is meant to prevent them from seizing into the cylinder heads. In fact, the use of a lubricant or anti-seize compound can cause all kinds of problems. The most serious is overtorquing by as much as 20-30%. That may not seem like much, but on an aluminum cylinder head with only four threads, that can cause galling and enough damage to make the plug very hard to remove when the next replacement is required. There’s even evidence that some antiseize products can act as an electrical insulator, affecting the actual spark by interfering with the current’s path to ground.

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Ma ny engine Any debris that falls into the well have to do the job over. Or, worse, repair designs have long during installation can interfere not only a damaged cylinder head for free. hidden wells that hold with the seating of the spark plug, but Always take the time to make sure the coil or wire centered can affect the torque of the plug during that all the debris is removed before you deep in the cylinder head for tightening. The spark plug will seat even start the disassembly. And use a better performance. torque wrench to install them. These wells are perfect for We have to follow the proper collecting debris, coolant, I know what you’re thinking. You’ve procedures – the ones listed in corrosion, and oil. That all has read the TSB and it says to install the service manuals and instalto be removed even before we lation guides – to the letter now. remove the spark plugs. If the anti-seize on the spark plug. But If it says the spark plugs are to well is full of oil from a leaking read the TSB again. be installed dry, then we’d valve cover, that needs to be better follow those instrucrepaired before new plugs are tions… or we may be causing installed. Failure to do that will invite against the debris and be tight for a internal engine damage and frustrating more issues in the future. while but after some cycles, that debris drivability issues. The trick here is to get the area as may cause the plug to come loose. close to what it was like when it was Changing spark plugs used to be a Jeff Taylor is a former ACDelco Technician of new: clean and dry with a smooth straightforward task. Maybe not always the Millennium and sealing surface, and threads that are easy, but definitely straightforward. Canadian Technician of the same. I use compressed air to clean Nowadays, with the price of many spark the Year. He’s the senior the holes out (covering any areas I don’t plugs climbing higher and higher due tech at Eccles Auto want stuff being blown into – and that to all the exotic compounds they Service in Dundas, Ont. includes my eyes!). contain, the last thing we want is to

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High Carbon Cross Drilled Rotors

The key to selling ride control work Survey shows training leads to effective communication skills which leads to improved sales of shocks and struts. Communication may be the best weapon in the service provider’s arsenal when it comes to selling ride control work. The category is notoriously difficult to sell because consumers generally don’t notice the fading performance of aging shocks and struts. They become acclimatized to the “road feel” of their vehicles. Improving it with new components is rarely top of mind. But there are very good reasons to suggest a ride control refresh on older cars… and it has little to do with comfort. Instead, the strongest case to be made for new shocks and struts centers on the safety of the vehicle.

have learned how to talk to customers about ride control – how it works and how it relates to safety – become extremely adept at selling the work. The training itself comes in a number of different forms. Available online, in selfstudy modules, informational videos, classroom training, and special “ride-anddrive” events, each method has its unique strengths. Predictably, survey respondents found the online courses, videos, and self-directed correspondence courses to be not only the least interactive, but also the least effective. Head and shoulders above those methods were classroom training, and ride-and-drive events.

In Canada, according to J.D. Power & Associates, new car dealerships have a good hold on the market, capturing nearly half of all ride control service work (47%), compared to the 38% that goes to independent repair shops. Maintaining contact with the ground, and ensuring the proper responsiveness of steering, brakes, and suspension components relies on properly functioning ride control parts. In Canada, according to J.D. Power & Associates, new car dealerships have a good hold on the market, capturing nearly half of all ride control service work (47%), compared to the 38% that goes to independent repair shops. A recent survey, published in our sister publication Jobber News, indicates that sales of ride control work can jump dramatically after training. More than half of service providers polled acknowledged that ride control sales increased significantly in the quarter immediately following training. The largest group (29.5% of all respondents) indicated that sale of ride control work increased between 6 and 10 per cent after they took part in training. It seems clear that service advisers who

The ride-and-drive events were particularly helpful as they gave service professionals the chance to compare driving on worn shocks and struts, with driving on brand new, latest-technology components. It truly drives home the point that degraded ride control components can dramatically affect handling and braking. Classroom work tends to focus on the importance of inspecting components for signs of wear, and understanding the key replacement principles the ensure a successful job. If you want to improve sales of ride control work, look for training that will help you understand the importance of inspecting every vehicle for sales opportunities and effectively explain the benefits of properly functioning shocks and struts. If nothing else, it will give you the confidence to make the recommendation to your customers.

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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January / February 2016

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www.AutoServiceWorld.com/CARS Check out the all-new CARS magazine channel on the AutoServiceWorld.com aftermarket portal. Along with sister titles Jobber News and L’automobile, our newly designed web offering brings you the most

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Federal-Mogul Motorparts’ Moog line of steering and suspension products now includes 54 additional part numbers offering combined service coverage of more than 61 million foreign nameplate and domestic passenger vehicles. The new Moog parts include outer tie rod ends for Dodge Durango and Jeep Grand Cherokee; inner tie rod ends for Chrysler and Dodge; and ball joints for Lexus. www.moogproblemsolver.com

Impact tool Mac Tools has introduced new 1” impact tools available in inline and pistol configurations. The new impact tools were designed to provide excellent power, while also being lightweight. They offer three different anvil options including; 1” square drive, 6” extended 1” square drive and 6” extended spline drive. The impacts come equipped with a rubber bumper for durability, an adjustable side handle and a two-stage trigger for controlled use. www.mactools.com

New packaging for brake pads Tenneco has introduced compartmental packaging that helps prevent shipping-related product damage. Ultra-premium Monroe Total Solution, premium Monroe ProSolution, and Monroe Severe Solution brake pad sets are shipped complete with hardware kits for the vast majority of applications requiring this hardware. The box also includes everything the technician needs to complete a proper brake job. www.monroebrakes.com

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Blind spot detection sensor Continental Commercial Vehicles & Aftermarket has launched a new VDO Blind Spot Detection Sensor as a direct OE replacement for blind spot zone collision warning systems on 2011-2015 Lexus and Toyota models. The Blind Spot Detection Sensors are the same high quality parts as supplied to vehicle manufacturers worldwide. They deliver exact fit and function for trouble-free, labor saving installation. www.usa.vdo.com

Tire changer update Hunter Engineering says updates to its Revolution fully automatic tire changer have reduced the unit’s footprint by 25% and enhanced its ease-of-use. The Revolution’s updated console is now integrated into the unit

for improved ergonomics and increased adaptor storage. An all-new flange plate comes standard and eases servicing of plastic clad and reverse wheels where maximum protection is needed. The new flange plate features a wider, stronger clamping range and makes adjustments faster using quick-change pins. Revolution tire changers now come standard with a camera kit to record every tire changing interaction and verify correct operation and training. www.hunter.com

Software upgrade The all new Snap-on Software Upgrade 15.4 provides the broadest coverage to help technicians see faults more clearly and make the fixes more quickly. The upgrade for Snap-on diagnostic tools covers 21 domestic, 15 Asian makes, with optional coverage for 11 European makes. The upgrade 15.4 gives

technicians access to over 105,380 new codes, tests, tips and data for model years 2000 to 2015 with the most extensive coverage outside the factory tool. It also features 2015 coverage for GM, Infiniti, Lexus, Mazda, Nissan, Scion, Subaru, Suzuki, and Toyota. www.diagnostics.snapon.com

Strut assemblies Tenneco’s line of Monroe Quick-Strut complete replacement strut assemblies is projected to grow by a record 100 part numbers in 2016. With these new parts, the Monroe line of replacement strut assemblies will cover more than 132 million North American passenger cars, vans, sport utility vehicles, crossovers and light trucks. The coverage expansion has paralleled the growing popularity of this premium repair solution among vehicle service professionals throughout the U.S. and Canada. www.monroe.com

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BA B AYWATCH Diagnostic software Snap-on says its new VERUS Edge comes fully loaded with more vehicle coverage, expert resources, and industry knowledge than any other full-featured diagnostic platform on the market. It provides integrated access to the scanner, scope,

component test, information, and Technical Service Bulletins (TSBs), all from one location. The data manager allows technicians to save their customers’ vehicle records, notes, scanner data and scope data. A built-in browser and Wi-Fi gives technicians access to their technical forums, parts suppliers, OEMs, the repair information system and other web resources. www.diagnostics.snapon.com

Wiper blade program Robert Bosch LLC has introduced the all-new Clear Advantage Wiper Blade program, which reduces SKU count from 19 to 12 part numbers, while increasing the vehicle coverage to more than 98 percent. Blade lengths range from 13 to 28 inches. The program also features the Click-On adapter system, providing quick and easy installation. Features of the new Bosch Clear Advantage Wiper Blade include patented beam design that resists ice and snow buildup, graphite-treated, blended natural rubber wiping edge, and aerodynamic wind spoiler. www.boschautoparts.com

Fuel modules

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For more information: Call us: 800-470-5936 Visit us: www.mitchell1.com © 2015 Mitchell Repair Information Company, LLC. All Rights Reserved. Mitchell 1® is a registered trademark used herein under license.

Delphi Product & Service Solutions has released 137 new fuel modules and seven new electric fuel pumps covering over 13.9 million vehicles, including Ford, Chrysler, Dodge, Chevrolet, MercedesBenz, Volvo, Toyota, Nissan and Hyundai applications from 1985 to 2015. Delphi fuel assemblies are engineered to the same stringent standards as OE equipment, built with OE-tested and validated components. go.delphi.com

Engine management catalog DENSO Products and Services Americas, Inc. has released its first Engine Management Catalog. The full-service catalog consolidates DENSO’s sensors, injectors and other replacement parts for managing today’s state-of-the-art engine systems into a single, comprehensive purchasing guide. It features 1,119 part numbers. An interactive catalog, complete with photo guide and cross-references supersessions can be downloaded at the company’s website. www.densoautoparts.com

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...continued from page 30 test light on the two-wire connector at the hub control vacuum switch mounted on the firewall, just behind the battery box. It lit up every time we moved the dash switch from 2WD to 4WD, so the control side was also good. â€œMaybe that hub control switch is bonkers,â€? muttered Tooner. â€œThey get contaminated by rain water from the windshield.â€? â€œYes,â€? agreed Basil, â€œespecially the early models with no rain hood. Slimâ€™s 2008 has the modified protected switch, but that doesnâ€™t mean itâ€™s bulletproof.â€? And sure enough, the switch was stuck in the vented 4WD position â€“ meaning my hubs had been locked in for months. Every once in a while road vibration would jiggle things loose, applying limited vacuum to the IWEs, causing them to partially disengage and start grinding. A new switch solved the problem, and it was time to celebrate. This time I nixed the donuts and sent Quigley out for a Black Forest cake. But Beanie wasnâ€™t in a party mood. â€œWhatâ€™s up, Bean?â€? â€œUh, itâ€™s c-c-complicated,â€? he stuttered. Apparently Beanie and Samantha were getting serious in their relationship and all the talk about engagement and disengagement and rings with teeth had The Bean worried. â€œI just donâ€™t knowâ€Śâ€? Tooner was unsympathetic. â€œYouâ€™re a licensed tech, living on your own, and got the prettiest dang girl in town. Youâ€™re practically all growed up, Bean. Whatâ€™s not to know? Pop the question!â€? Beanie gulped and wrung his hands. â€œYou canâ€™t rush into these things, Tooner. I-Iâ€™d like to know if sheâ€™ll say yes before I ask her. I mean, what if she doesnâ€™t?!â€? Basil smiled. â€œBeanie, youâ€™ll never know until you commit. Itâ€™s the Rules of Engagement; either youâ€™re in or youâ€™re out. You just have to lay it out there and see what comes.â€? Being Friday, we sent him off early with the promise that by Monday heâ€™d have made up his mind. After all, weâ€™re not a totally heartless bunch. â€œDâ€™ya you think heâ€™ll do it?â€? asked Quigley. Tooner removed his dirty coveralls. â€œAs soon as he walks in the door, before he even says a word, Iâ€™ll know.â€? â€œReally? How?â€? â€œEasy. Itâ€™s like them noisy IWEs on Slimâ€™s Ford; if Beanieâ€™s teeth are still chatterinâ€™, then he ainâ€™t popped the question yet.â€? â€œAnd if he has?â€? Tooner snickered. â€œThen heâ€™ll either be elated or totally depressed â€“ thereâ€™ll be no in-between.â€? Special thanks to technician Gord Johnson from Richard Automotive in Three Hills, Alta. for helping to diagnose this monthâ€™s tech problem. Rick Cogbill is a freelance writer and a former shop owner in Summerland, B.C. You can read more garage misadventures in Rickâ€™s book, â€œA Fine Day for a Drive,â€? available at www.thecarside.com.

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John Fraser

THE

Gears of Engagement Modern trucks don’t like partial engagement. When it comes to 4WD or 2WD, they want a real commitment, one way or the other. By Rick Cogbill It happened without warning – again – and it was a good thing I had Basil’s cell number on speed dial. I stuck my phone out the window of my 2008 F150 and hollered, “There it is, guys! Can you hear that?” I could picture the gang all huddled around Basil on the other end of the line as they listened on speakerphone to the noises coming from my drivetrain. After a quick glance to make sure the local law hadn’t observed my distracted driving, I brought the phone back inside and clipped it to the dash. “Yikes, boss,” quailed Beanie. “That sounds awful! You’d better stop before something blows up!” “Forget that!” Tooner’s voice filled the cab. “I got a theory. Turn your dash switch from 2WD to 4WD and see what happens.” I followed Tooner’s advice and the noise stopped. “Interesting,” I said. “So what does that mean?” Basil took control of the phone again. “Just come back to the shop,” he advised. “We’ll discuss it when you arrive.” I left the truck in four-wheel drive as I turned around and headed back to town. The problem had started a few months earlier while I was driving through my neighborhood. A horrendous, loud ratcheting noise came out from under my truck, the kind of sound you get when you put an automatic transmission into park while still moving. But it was so random I could never replicate it – until lately. Now it happened every few miles at highway speed. Hence the cell phone test drive. Quigley, our service writer, had coffee and fresh donuts waiting. Basil settled into his easy chair with the stickiest pastry he could find, while Tooner slouched against the

counter, stirring his coffee. The rest of us sat in rapt attention; the gods were about to speak. Tooner cleared his throat. “Ok, I’ve heard ‘bout this problem before. My buddy Gordo used to be a Ford guy, and he says they ran into it a lot. I think you got a problem with your IWEs.” “I Double You-eeze?” I frowned. “That sounds like a laxative.” Basil chuckled. “Tooner’s referring to the Integrated Wheel Ends, the term Ford uses to describe the vacuum-controlled front hub locking system on your four-wheel drive vehicle.” “Exactly,” continued Tooner. “On the F150, a vacuum signal to the IWEs keeps ’em disengaged. My guess is you’re losing vacuum and the locking rings are trying to engage the hubs, even though you’re in two-wheel drive.” Beanie went pale when Tooner mentioned locking rings. “Uh, if they’re engaging, then why all the noise?” “Cuz it’s only partial engagement – and 4x4s don’t like that half-engaged stuff. Either you’re in or you’re out.” Beanie blanched again. Tooner frowned at him, but continued. “That’s why the noise went away when Slim physically switched the system to 4WD.” It made sense, so we brought the truck in and inspected the IWE system for vacuum leaks. Only we couldn’t find any. The hoses were good, and when we pumped up the left and right IWEs with a vacuum pump, they held just fine. We also had a good vacuum signal from the intake manifold. We then checked the electrical side using a series-mounted ...continued on page 29

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