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SPECIAL REPORT

Vehicle Technology & Innovation

APRIL 2018

Canada Post Canadian Publications Mail Sales Agreement No. 40063170

INCOMING CHAIRMAN OF THE AUTOMOTIVE INDUSTRIES ASSOCIATION OF CANADA

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Jobber News

contents | april 2018 » vol. 86 no. 03

Serving the Automotive Aftermarket Since 1931

news

14 COVER STORY |

NATA and CASIS

John Cochrane is taking over as head of the National Automotive Trades Association and is targeting fixes to the Canadian Automotive Service Information Standard agreement. Changes are needed as well as regular meetings between key players, he says.

Brent Hesje, incoming chairman

The Automotive Industries Association of Canada has proven itself to be trustworthy and relevant, said its incoming chairman. The time is approaching for the group and its members to flex its muscles and make sure the aftermarket is the go-to for consumers now, ahead of the oncoming technological wave that will see dealers fight to keep customers in its bays.

in this issue

21-28 (S1-S8)

29 SPECIAL REPORT |

Vehicle Technology & Innovation It’s a matter of when, not if, for selfdriving technology. Find out more about what the future has in store for the aftermarket.

RIDE CONTROL |

Demand only growing

‘Disappointing’ tariffs

Tariffs on steel and aluminum were announced by U.S. President Donald Trump. The MEMA and ACA both oppose the move, but are relieved Canada is exempt. Still, both predict negative ripples from the decision.

36 33

Major donation

Vast-Auto Distribution held its annual convention in Montreal where the group announced a donation of tools, parts and equipment valued at more than $200,000 to a local trades school.

Sales are up

What slow down in new vehicle sales? Despite the doubts of experts, numbers continue to be on the rise. And Ontario now leads the way in EV sales.

Poor road infrastructure across the country is doing damage to steering, chassis and driveline parts. That puts added emphasis on jobbers to recommend premium options. Drivers are going to need it.

columns

5 TALENT SHORTAGE |

Growing need for IT

Leading off Get the message out

39 New products The latest offerings

There’s a different kind of talent shortage facing the aftermarket – the lack of information technology professionals. With the advancement of vehicle technology, IT experts will be needed to build systems for the aftermarket. Problem is, traditional players are also looking for talent.

44 Money & Management A cure for sick time?

46 Business Management 36

Pick future clients carefully

Cover image: Dan Riedlhuber

Twitter: @JobberNews |

JOBBER NEWS / APRIL 2018 |www.autoserviceworld.com

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Jobber News

leading off |

with adam malik, editor » adam@newcom.ca

FOUNDED 1931

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 | Adam Malik (416) 510-6763 E-Mail: adam@newcom.ca Contributing Editor | Martha Uniacke Breen E-Mail: mubreen@sympatico.ca Contributing Writers | Mark Borkowski, Bob Greenwood, Geoff Kirbyson Art Director | Barbara Burrows Managing Director, Auto Div. & National Sales Kathryn Swan (416) 510-5221 E-Mail: kathryn@newcom.ca National Sales | Peter Bulmer (416) 510-5203 E-Mail: peterb@newcom.ca Quebec & Eastern Canada Sales Director Denis Arsenault, (514) 947-7228 E-Mail: denis@newcom.ca Advertising Production Manager, Print/Digital Alicia Lerma (416) 510-6845 E-Mail: alicia@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 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 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.

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TIME TO GET THE MESSAGE OUT

he competition begins now. That is, the battle for customers between the independent aftermarket and the original equipment dealers. It’s setting up to be something we haven’t seen before. The OEs have always tried to keep as many customers as they can within their four walls. That’s nothing new. The fight over right to repair and the creation of the Canadian Automotive Service Information Standard serves as the latest and most bruising example. Changing vehicle technology is setting up the latest fight. As has been pointed out in the past and now underscored in The industry a recent Senate report, automakers will claim that they should needs to get own customer data and telematics info so that they can keep ahead of the drivers within their dealer service and repair bays. Vehicles mudslinging, will be more than a mechanical device, and need to be and it needs serviced by the OE’s own technology professionals. to begin It can be compelling argument. “Who would you rather trust to handle your investment? The people who built your car and now. our technicians who know it inside and out, or a third party?” they will ask with dark overtones. For those who are skeptical of the aftermarket – there are enough unfair stereotypes surrounding the industry, especially concerning technicians – they will be drawn towards this loaded message. But it’s not a premise that holds up. The Senate has directed government agencies “to ensure that sectors such as the aftermarket and car rental companies continue to have access to the data they need to offer their services” as it relates to the impact of connected and automated technology in vehicles. Thanks to the successful lobbying of the Automotive Industries Association of Canada – which has built itself up as a trustworthy and credible voice – the Senate agrees that the aftermarket can’t be locked out and is capable of servicing future needs. Still, knowing the aftermarket will have access to vital information, dealers will be impressing on drivers that they should be the customer’s trusted partner. It’s a message the aftermarket will need to fight. The industry needs to get ahead of the mudslinging, and it needs to begin now. It will be critical for our industry to push the (accurate) message that the aftermarket is an ideal place to have vehicles serviced and repaired. Shops will be on the front end of this effort in terms of customer service and job quality. Jobbers will be critical, ensuring that sure they’re providing shops with the right part for the right job by asking the right questions, making sure all related components and upsells are included and delivered in a timely manner. Brent Hesje, the incoming chairman of the AIA, hopes to do his part as well to lend support. It’s estimated the unrealized potential of vehicle maintenance – work that is outlined in the owner’s manual but ignored by motorists – is $15 billion per year. That’s a pretty big prize. He wants drivers to realize that they should be visiting shops more often for this needed work. If successful, even a little bit, that will bring more selling opportunities and increased profits. But most importantly, it will also increase interactions between customer and industry. That’s where the aftermarket can boost consumer confidence and differentiate itself from the OEs today and in the future. The AIA has spent years steadily building itself as a trustworthy and credible organization. Now it’s time for the aftermarket to reap those rewards and position itself for the future. JN

JOBBER NEWS / APRIL 2018 | www.autoserviceworld.com

over the counter | Nominations open for Jobber of the Year It’s time once again to recognize the best of the Canadian automotive aftermarket with the Jobber of the Year Award. If you know a top-notch jobber who deserves recognition, nominate them today for this prestigious honour. Remember, we’re looking for the best representative of the aftermarket – from businesses large and small and of all affiliations. Nominations should highlight business excellence, industry involvement and contributions, and community service. The more details you give, the better. Go to www. autoserviceworld.com/ awards/jobber-ofthe-year to nominate someone today. Nominations close on April 27.

NATA ELECTS NEW PRESIDENT, SIGHTS SET ON CASIS As John Cochrane takes over as the head of the National Automotive Trades Association, he’s calling for fixes to the Canadian Automotive Service Information Standard. The voluntary agreement was supposed to give independent repair shops full access to OE service information. But the owner of Cochrane Automotive in Toronto said it’s due for changes. “We have not had a CASIS general meeting since the document was signed nine years ago,” he said. “With all the change that’s going on, that’s just not acceptable. It needs to be updated to make sure it works for service technicians.” Some of those additions include training, tools, telematics, calibration of advanced driver assistance systems and vehicle security protocols. “Some people have said that everything is perfect. Well, it’s not perfect,” Cochrane said. “Technicians can’t get a lot of stuff like Honda and Toyota security. That’s not available. It’s fully

available in the U.S., but not in Canada. That’s very high on my list of what needs to change.” He would like to see the group have more general meetings about CASIS with vehicles manufacturers, technicians and shop owners to raise concerns and ask questions. Cochrane also vouched for a closer relationship with the Automotive Industries Association of Canada “to bring the aftermarket industry together and make us more effective in fighting for our future.” He acknowledged the two associations are likely to have differences of opinion from time to time, but they have a common interest in supporting independent auto repair. “AIA is not going to agree with everything we want to do, that’s OK. There’s nothing wrong with some disagreement,” Cochrane said. “The best way to go would be to work with them, rather than against them. We need to get on the same page.” JN

UNI-SELECT SUPER SHOW

The Western Canadian Uni-Select Super Show was held in Edmonton in early February where attendees heard from keynote speaker James Carter (top photo), who discussed industry disruptors. Leading up to the event, Automotive Parts Distributors held a tour at a local distillery (left photo) with its members and

Doug Borland of Western Bearing & Auto Parts in Portage la Prairie, Man. was the 2017 Jobber of the Year.

salesforce team.

www.autoserviceworld.com | JOBBER NEWS / APRIL 2018

CENTRIC GETS AWARD FROM ALLIANCE Brake and chassis manufacturer and

supplier Centric Parts won the Outstanding Shipping Performance Award from the Aftermarket Auto Parts Alliance. It’s the second year Centric, a division of APC Automotive, has won the award which is given in recognition of delivering a 95 per cent or greater fill rate throughout the last calendar year for all of its product lines. The award was handed out during the Alliance’s supplier and membership meetings in Miami in early December. Charlie Kirkland, Centric’s vice president of sales, called it “an honour” to be recognized again. “Complete and on-time delivery is obviously crucial to Alliance’s business, which is why they make it a point to recognize supplier-partners that excel in fill rate performance,” he added. “We continue to drive Centric Parts further into Alliance’s distribution model with the right products that help make them successful year-over-year.” Centric’s president, Greg Woo, also applauded the achievement. “I am very proud of the way our team held its own against some of the most recognized brands in the automotive aftermarket.” JN

CROWNE AFTERMARKET BECOMES TRICO GROUP Crowne Aftermarket has renamed itself as the Trico group. The president of Trico Group, Jay Burkhart, said the change happened because the company believes that it should lead with a name that is best recognized by the market. “As we continue to grow our aftermarket business, it became clear to us that we should lead with our best-known brand name, Trico, as our company name representing our product brands, as well as our continued focus on customer growth,” he said. “This brand strategy certainly clarifies our identity with customer channels and helps to position our aftermarket portfolio as we continue to develop and grow our business.” The group puts out products for the aftermarket industry including, Trico wiper blades, Carter fuel systems, and StrongArm lift supports. In an announcement, Trico said there are no changes to company ownership and the current executive staff remains the same. JN

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over the counter |

‘COME FROM AWAY’ CONTEST WINNERS

Get AutoServiceWorld.com news and more by following @JobberNews on Twitter.

Bumper to Bumper in Newfoundland gave away trips and tickets to see the musical ‘Come From Away’ in Toronto recently. The show tells the story of when more than three dozen planes were forced to land in Gander, Nfld. following the September 11 attacks in 2001 in the United States. About 7,000 travellers were housed and fed by residents. (Left photo) Christopher Dwyer, right, won a pair of tickets and is congratulated by Bumper to Bumper’s Harvey White in Lewisporte, Nfld. (Right photo) Diane and Baxter Penny were winners from the store’s Grand Falls, Nfld. location. JN

MEMA PUSHES FOR RESPONSE ON V2V The Motor & Equipment Manufacturers Association is pushing for action on a U.S.

federal proposal that ensures vehicle to vehicle communication (V2V) for all new vehicles. The National Highway Traffic Safety Administration’s (NHTSA) new rule would enable new light cars to exchange basic safety messages with surrounding vehicles, which would allow cars with the technology to “see” and “talk” to each other. This proposal would establish a new federal motor vehicle safety standard. “Motor vehicle suppliers are committed to vehicle safety and are key developers of the technologies needed to avoid and mitigate crashes. V2V technology is one of the critical components to enhance vehicle safety and eliminating and reducing fatalities and injuries on U.S. roadways,” said MEMA president and CEO Steve Handschuh. “But waiting will cost lives. Now is the time to take action on this rule.” In the MEMA’s submission to the NHTSA, the

group highlighted the importance of using today’s technology such as dedicated short range communication (DSRC), and maintaining the 5.9 GHz spectrum for intelligent transportation systems. “Although potential V2V technology alternatives may become available at some undefined point in the future, deployment of a 5.9 GHz, DSRC V2V system is critical to achieve the next level of vehicle safety enhancements necessary to reduce fatalities on U.S. roadways today,” the MEMA said. “This technology is well understood and has been rigorously tested in real-world conditions by our vehicle supplier members and their original equipment manufacturer customers.” Suppliers of both light and heavy vehicle components and systems are active in these sorts of multiple cooperative activities. The MEMA said it has addressed the importance of the rule and wants accurate research to take place to ensure that steps are being made for V2V vehicles to move forward. JN

ASA HOSTS VISION CONFERENCE The Vision weekend in Kansas City once again featured a “Hi-Tech Tool Expo,” with the latest in service information technology and tools. The annual event was hosted by the Automotive Service Association’s Mid-West chapter, and welcomed 3,600 technicians, service advisors, and shop owners this spring. Dozens of classes were held on the topic of management, technical and heavy duty training. JN

www.autoserviceworld.com | JOBBER NEWS / APRIL 2018

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over the counter |

VAST-AUTO CELEBRATES PAST YEAR, LOOKS AHEAD

ast-Auto Distribution held its annual convention in Montreal, where they celebrated the year that has passed, and took time to examine the future of the industry. Held at the recently renovated Queen Elizabeth Fairmont Hotel in Montreal Feb. 16-18, parts vendors and business partners met with store and repair shop owners to showcase new promotions, products, services, equipment and technology. A record of 66 exhibitors were on hand for the expo with 650 people in all coming out for the event, according to Pierre Lafrance, marketing director at Vast-Auto. A series of conferences were held for marketing, sales, IT and purchasing teams at Vast-Auto. Sessions touched on challenges being faced today, such as technology, inventory, recruitment, profitability, increasing and retaining their customer base, enabling store and repair shop owners to discover new strategies and programs and deepening knowledge to better address daily challenges. “We collected a lot of relevant information from the AIA and the industry in general, as well as from banners and workshop,” Lafrance said. “We also went looking for information on what is coming. Certainly with respect to electric cars, we will go from 5 per cent to 80 per cent in 20 years, but we must be on the lookout for all these new technologies.” Emphasis was also placed on customer service, particularly the new generation. “And when I say ‘new generation,’ I don’t necessarily mean age, but technological tools, such as billing by text message,” Lafrance said. Attendees also heard from Mylène Paquette, the first North American to row solo across the Atlantic Ocean from west to east. She spoke about perseverance, pulling from the experience her four-month journey across the North Atlantic. The annual Poker Run gave out more than $25,000 in prizes. To close out the event, recognition awards were handed out, recognizing key anniversaries, Vendor of the Year and winners from repair shop and store banners. Company president John Del Vasto expressed his gratitude and appreciation for vendors, customers and employees for their support over the years. JN

1 1. Agna was named the Vast-Auto Supplier of the Year. From left, Joey Micelli, Gary Ohanian, Rafﬁ Ohanian, Guyanne Boulay, Zota Catalin, Nelson Estrela.

2. The Auto Value Parts Store of the Year award went to Crysler Automotive. From left, Steve Bujold, John Del Vasto, Jeff Landriault, Mario St-Pierre, Martin Gauthier, Steve Morris, Mauro Cifelli, Daniel Malandruccolo. 3. The Mister Mufﬂer Shop of the Year award went to Monsieur Mufﬂer Lévis. From left, Daniel Malandruccolo, Patrick Courcy, Jean Robitaille.

4 4. Pneus Varennes was picked as the Auto Value Certiﬁed Service Centre shop of the year. From left, Daniel Paul, Paul Péloquin, Martin Charbonneau, Steve Bujold.

5 5. Shop of the Year for OCTO Auto Service Plus was awarded to OCTO Pointe-aux-Trembles. From left, Daniel Malandruccolo, Martin Montpas, Mario Iacovone. 6. Multi-Service Auto Rustcheck was named the Auto Mécano Shop of the Year. From left, Steve Bujold, Daniel Paul, Christian Bourque, Roxanne Chartrand, Perry Wener.

JOBBER NEWS / APRIL 2018 |www.autoserviceworld.com

over the counter |

AAPEX 2018 set to go This year, AAPEX 2018 will be back once again in Las Vegas at the Sands Expo. The expo will have about 2,500 manufacturers and suppliers with all new products, services, and technologies. As usual, buyers, technicians, jobbers, warehouse distributers, ﬂeet buyers, and auto retailers will all be in attendance. There is expected to be 162,000 automotive aftermarket professionals in attendance coming from all around the globe. AAPEX 2018 will also be offering new product and packaging showcases, product demos and AAPEX education sessions dealing with the most important areas of the industry, like technology, business management, and the current direction the automotive aftermarket is moving in. The event will be happening Tuesday, Oct. 30 - Thursday, Nov. 1. Registration for AAPEX 2018 will be available in April.

The production of electric vehicles is at risk of hitting a roadblock due to a lack of lithium. Electrical vehicle manufacturers did not anticipate that such a high demand of the chemical element would cause a problem this early in the process. By the year 2020, it’s expected that the use of electric vehicles will grow to almost three per cent with around a 10 per cent increase by 2025, according to financial services firm Morgan Stanley. Lithium is key in the making of rechargeable batteries for electric vehicles. It has been in high demand over recent times, with experts predicting that demand will only grow but a lack

of materials to keep up. This could turn into a big problem for the pace of EV production, said a recent report. With higher demand in the market, many lithium companies are seeing their share prices rising significantly with more demand for new resources. A strain on carmakers looking to boost EV offerings could be felt, possibly slowing down the market. Experts predict that the massive increase in demand brought on by automakers, power storage systems and new applications will create a potential significant shortfall by 2020, according to USA News Group. JN

FAITH IN ONTARIO ECONOMY ON SHAKY GROUND There is a lack of confidence in the economy among members of the Ontario Chamber of Commerce, according to a report it recently released. The Ontario Economic Report reported that just 23 per cent of the province’s businesses are confident in Ontario’s economy. That’s a significant drop from 2012 when 47 per cent were positive. Access to talent is the largest hurdle, affecting 77 per cent. The report says that 68 per cent of firms believe that the increase in minimum wage could have a negative impact on businesses. Input costs from electricity and taxes were other top concerns. A weakening economy could spell trouble for the aftermarket as drivers may put off vehicle maintenance and repairs, hurting everyone from shop owners to jobbers to suppliers. “Our report has identified key vulnerabilities within our economy, which require swift and strategic leadership,” said Chamber president and CEO Rocco Rossi. “This year, the [Chamber] will engage our members, government and other leaders to explore these issues and develop the necessary solutions for a more prosperous Ontario.” JN

ALDER AUTO PARTS WINNER IN RAYBESTOS CONTEST Karolyn Hayes of Alder Auto Parts in British

Columbia has won the grand prize from the 2017 Raybestos Delivers Sweepstakes. For her efforts, Hayes won a Chevrolet City Express LT cargo van for her jobber store plus $2,000. She also takes home $500 for herself. The contest ran between Oct. 16 and Dec. 15 of last year. To qualify, entrants employed by a jobber, parts store or warehouse distributor had to sell 25 units of various Raybestos brake pads, calipers or rotors.

Alder Auto Parts is a Uni-Select member with four stores in the lower mainland of the province. JN

www.autoserviceworld.com | JOBBER NEWS / APRIL 2018

Photo: Petmal, iStockphoto.com

THE PRODUCTION OF ELECTRICAL VEHICLES IS AT RISK OF HITTING A ROADBLOCK DUE TO A LACK OF LITHIUM

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cover feature | AIA Incoming Chairman

Brent

Hesje

AIA INCOMING CHAIRMAN 14

www.autoserviceworld.com | JOBBER NEWS / APRIL 2018

BY ADAM MALIK

AN IMPORTANT ROLE DURING EXCITING TIMES The incoming AIA chairman sees plenty of opportunity ahead for an industry where there are many questions about the future

he Automotive Industries Association of Canada has been diligently planting the seeds of being a reliable, trustworthy and relevant voice over the years to an industry worth $21 billion. And the way Brent Hesje sees it, it’s time to flex those muscles as change is afoot. Exciting times are indeed ahead, said the incoming chairman of the AIA, and with the oncoming wave of changing vehicle offerings and technology, competition is going to be swift as to who will get consumers’ hard-earned dollars. The Edmonton-based chief executive officer of Fountain Tire looks forward to the next year of being an opportunity to push the value and quality service that the aftermarket offers. There is a wealth of unrealized potential out there, he said, and if the aftermarket can capture it and do it right, customer loyalty can be built ahead of a time when dealers will be pushing across messages that they should be consumers’ top option for service as vehicles grow in sophistication. That unrealized potential lies in the amount of maintenance and repair work outlined in owner manuals that consumers are ignoring. “If that was all fulfilled in Canada, there is a multi-billion-dollar prize out there,” he said. “I’ve been in the industry a long time now, 25 years, and in lots of ways I’ve never been more excited.” Hesje noted that the AIA estimates that prize would be as much as $15 billion, a number that even surprised him after he became involved with the AIA. “I think what’s so exciting about that is this doesn’t mean us and our competitors need to be in a win-lose situation. We

have this bigger prize to go after,” he said. “By having conversations with one another about how we can continually up our game, up our talents and up our professional image, that will only lead to [success].” If it all works out, customers – and more of them – will come through the doors of repair and service shops with greater frequency across the country, creating an opportunity to build key relationships.

“

It’s a business where if you take care of the customer for the long haul and do the right thing, you really can have a lot of customer loyalty.

”

– BRENT HESJE, INCOMING AIA CHAIRMAN

“It’s a business where if you take care of the customer for the long haul and do the right thing, you really can have a lot of customer loyalty,” Hesje said. There will also be ripple effects if the industry can encourage more vehicle owners to pay attention to their owner’s manual. “What’s so good about that is, the better we are at that, the safer the roads are as a vehicle is more up to snuff,” Hesje said. “It’s a pro-active move to keep minimizing the carbon footprint of vehicles if they’re up to snuff maintenance wise.” Not to mention the jobs it could create, he added. Put it all together – environmental benefits, more opportunities to

JOBBER NEWS / APRIL 2018 |www.autoserviceworld.com

engage with customers, greater profits, better positioning for the future, job creation – this pursuit looks like a clear winner to Hesje. “To pull it off,” he said, “we all have to really get looking at the prize out there – underperformed maintenance. That engages the suppliers, the jobbers, the wholesalers, the retailers, the citizens of Canada through the government about the upside of that.” It’s important to remember that it’s not the aftermarket coming off the sidelines to tell consumers what they should be doing. This unrealized potential is all outlined as necessary work by vehicle manufacturers, Hesje said. So how will the aftermarket get drivers to bring their vehicles in for that maintenance procedure they’ve been putting off? That’s where the AIA can flex its muscle of being a well established, trusted and credible organization. “AIA has done a wonderful job of positioning itself to be a national voice,” Hesje said, highlighting the group’s 75th anniversary last year, topped off with a weekend gala attended by the hundreds during Grey Cup weekend in Ottawa in November, as a display of the body’s strength. “Just think about how adaptable that organization has been,” he said. “It has this credibility. It has the federal government wondering what the AIA has to say.” Just look at how the Senate listened to the AIA about concerns related to connected and automated vehicles, for example. The Red Chamber’s report Driving Change outlined that the governcontinued on page 16

cover feature | AIA incoming chairman ment needs to ensure the aftermarket has access to the necessary tools and information related to future technology, something the AIA has been pushing for some time. Getting the government onside to help deliver the message will be key. While the AIA has the aforementioned credibility and trust, it’s not a recognizable name amongst consumers. Campaigns backed by Ottawa can help deliver the needed message. Furthermore, shops – which are on the frontlines – will also play an essential role, Hesje said. “I think it’s difficult for AIA Canada to think it’s going to run some advertising campaign on a national scale and get the majority of Canadians aware of this. But I think our membership, we together have a real opportunity by having professionally trained people having professional outlets with professional behavior,” he said. “Those are the kind of things that are

“

I’ve been in the industry a long time now, 25 years, and in lots of ways I’ve never been more excited.

going to buy the trust of the Canadian consumer and get them to say, ‘You know what, I would like to outsource all the management of my vehicle to you and, yeah, keep it up to snuff with the manual.’” Aftermarket members have done a great job in Hesje’s view to work together and standout in their communities. Working to build that positive image and push negative stereotypes out of the way has taken considerable effort, and it’s paying off. “You can get into so many industries where it’s just ‘steal-share,’” he said. “This to me is an industry where it’s ‘create and increase the category together.’ When I see different competitors that are focused only on the aftermarket, run-

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”

– BRENT HESJE, INCOMING AIA CHAIRMAN

ning high quality television and radio [advertisements], winning local awards by being the small business of the year and things like that – that is good for all of us because it puts the professionalism and the trustworthiness of us on the table. I think we could do more that way to celebrate those successes and maybe to challenge people in the aftermarket.” Future If it wasn’t complicated enough already, vehicle repair is set to become even more so as connected cars, automated vehicles and electrification inch close to the mainstream. The AIA needs to be ready, Hesje said. “We talk about connectivity – the vehicles are connected to one another, connected to the manufacturer. So that presents kind of a challenge and opportunity. Whose data is that?” he said. “Electrification – at what pace will vehicles be electrified? So all those things are really important challenges. How does AIA become that platform for those conversations of industry stakeholders?” As a starting point, aftermarket members need to come together to exchange ideas and viewpoints to have a united voice going forward. The AIA does a good job of gathering voices from across the country in different areas of the aftermarket, Hesje said. “Just have that national perspective combined with some depth knowledge on the different ways of going to market – be it manufacturers, wholesalers or groups like ours that are dealing right on the front lines the customer,” he said. “I think industry players have a curiosity about wanting to get together. I think what’s great about our highly engaged members is they come with a great curiosity and they want to come up with solutions.” Hesje pointed to AIA president JeanFrancois Champagne’s efforts to ensure continued on page 18

www.autoserviceworld.com | JOBBER NEWS / APRIL 2018

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cover feature | AIA incoming chairman a balanced scorecard approach where the group looks at financial, productivity, customer and leadership goals to provide the foundation to allow the association to be a leader. “We have to be forward-looking to maintain AIA’s position with all the changes of vehicles in the aftermarket,” Hesje said. “It’s kind of interesting when you have this good positioning and presence. So now with our voice, we’re being involved in conversations at a North American level with other like organizations in the U.S.” All of this means that when the time comes, the AIA will be ready to answer the pressing questions. “As all this transition starts to kick in with autonomous vehicles, connectivity and electrification, people from politicians to consumers are going to be wondering, ‘What’s your point of view on this? Do you have any information on this?’” Hesje said. That’s how the industry can stay relevant and offer pertinent information in the face of transformative change to the automotive industry. “The consequences of not being relevant seem to be much more deadly than they’ve been in the past,” Hesje said. “The market can move fast. I think if you’re a learning organization, you have more of a chance of pivoting – you can pick with confidence because you think, ‘Well, hey, if we have to exit this one category, we

“

You can get into so many industries where it’s just ‘stealshare.’ This to me is an industry where it’s ‘create and increase the category together.’

”

– BRENT HESJE, INCOMING AIA CHAIRMAN

can pivot to this one because we know how to learn, we know how to adapt.’” Today There’s a lot of talk about the future because of the anticipated changes that are coming. But the aftermarket can’t lose sight of what’s happening right now, Hesje warned. “There is so much to be gained right now on just helping all of our customers through the whole supply chain and helping our customers understand their responsibility that that vehicle is up to snuff for maintenance,” he said. “I think that’s something we on our education side could really take a lot of action.” Continuing to provide value to the customer is essential. “I think we need to keep raising the bar every year on becoming an even more market-back organization,” he said, referring to a business that develops strategies for creating customer value. “I think we need to get even closer to the market than we’ve been. I’ve recently been involved

as a board liaison with the automotive service providers (ASPs) and it’s very refreshing to get into those conversations – and I live that anyway in my business. I am an ASP, I like to say, but I think more and more connectivity with them will keep us relevant and keep us close to what the customers are wanting and demanding is very important.” Doing the little things and ensuring the customer is happy is essential to ensuring the long-term success of the aftermarket and make the business resilient against any possible storms that may come. “If you talk about smaller communities, there is not a lot of room for making mistakes. Your reputation can really deteriorate quickly. I think in bigger cities that are growing, sometimes there can be room. We’ve seen periods in big, growing cities where we have businesses where we can have very mediocre customer service scores and still have a viable business. But all it takes is a turn in the economy to have that sort itself out,” Hesje said. JN

‘Opportunities abound’ at AIA The incoming chairman of the Automotive Industries Association of Canada is a graduate of the University of Saskatchewan where he obtained his bachelor of commerce. Brent Hesje was recruited right out of school to join Proctor & Gamble, a manufacturer of a wide range of products in the household, family and personal care product industries.

aspirations of becoming a national brand. He joined the AIA when his interest was piqued after attending an event about underperformed maintenance. Actually, it was his wife’s interest and insistence that finally pushed him towards getting involved. “She’s a very responsible consumer and having her vehicle

He worked as a sales representative, which led him to live in

up to snuff maintenance-wise. She just thought the information

various parts of the country.

was quite astounding and also said to me, ‘That seems like a

After eight years, Hesje left to join Fountain Tire as its

great organization to be part of.’ So I eventually listened to a

marketing manager in 1992. He became its chief executive

bunch of smart people around me and I found myself there

officer in 2005. During his time with the company, Fountain

at my first meeting,” Hesje said. “I did get that sense at that

Tire has seen its brand expand throughout Alberta and

particular press conference – Marc Brazeau was the president

into other provinces like British Columbia and Ontario with

then – that there’s just opportunities abound in this group.”

www.autoserviceworld.com | JOBBER NEWS / APRIL 2018

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| giving back

BY NATHALIE SAVARIA

VAST-AUTO MAKES MAJOR DONATION TO LOCAL TRADES SCHOOL l’École des métiers de l’équipement motorisé de Montréal received a donation of tools, parts and equipment valued at more than $200k

midst the celebration of another successful year and excitement for the future at its convention, Vast-Auto Distribution announced a significant donation without much fanfare – $210,000 in the form of tools, parts and equipment to l’École des métiers de l’équipement motorisé de Montréal, an automotive trades school. Vast-Auto held its annual convention at the Queen Elizabeth Fairmont Hotel in Montreal from Feb. 16-18. Patrick Dubois, Vast-Auto’s Eastern Canada marketing manager quarterbacked the project while Roger Goudreau, executive director of the AIA’s Quebec division, acted as an intermediary, connecting the distributor and the school. “There is always a demand for gifts for students,” Dubois said. “I thought it was good to offer something different to stand out from other networks while helping the school and students. At the industry level, there is also a need to enhance the image of the aftermarket. We often talk about dealers in schools, that’s ﬁne, but we in the aftermarket are often forgotten. We need to have a better presence.” A large selection of parts, tools and equipment – which will be used as teaching aids for students – was delivered to the school in July. “The students have already started working with them,” said its director, Serge Gauthier. For the school, it’s a considerable gift. “This is so much material that we will not need to buy. There are tools that are new,” Gauthier said, adding that the school gifts $10,000-$15,000 in tools every year for automotive students from vocational training centres across the city as part of a special gala every June. “We will have a supply of gifts to offer for many years because we have new pallets and tool pallets.” The school typically gets about 10

From left, Patrick Dubois (marketing manager, Eastern Canada, Vast-Auto), Serge Gauthier (director, l’École des métiers de l’équipement motorisé de Montréal), Roger Goudreau (executive director, AIA Quebec Division) and Pierre Lafrance (marketing director, Vast-Auto).

‘‘

At the industry level, there is also a need to enhance the image of the aftermarket. We often talk about dealers in schools, that’s ﬁne, but we in the aftermarket are often forgotten. We need to have a better presence. – PATRICK DUBOIS, VAST-AUTO DISTRIBUTION

damaged cars each year, typically from General Motors, valued at about $5,000 each, Gauthier said. The donation of tools from Vast-Auto is the biggest it has ever received, Gauthier said. For Vast-Auto, it is the largest donation of this type the company has ever made, Dubois said.

With tight budgets, vocational training centers don’t always have the necessary equipment and tools. “I’m from a professional program,” Dubois said. “I know what it’s like to be in class, then to follow a lesson and not being able to practice what you learned because you do not have the necessary materials. That’s why I thought it was important to help young people that way.” He was keen to emphasize the support he received from the leaders of Vast- Auto. “I presented the project, and they did it.” “This is a first and we hope that this will inspire other organizations,” Goudreau said, adding that Carquest made a similar but smaller donation in the past. “VastAuto is a bit of a pioneer, and it’s leading the way in creating a link between industry and training because we depend on each other. To help one another in this way is salutary and positive for everyone.” JN

www.autoserviceworld.com | JOBBER NEWS / APRIL 2018

TECHNOLOGY & INNOVATION SUPPLEMENT TO JOBBER NEWS

Attitude is everything in disruption Autonomous and the aftermarket

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BY JAMES CARTER

IN THE FACE OF DISRUPTION, ATTITUDE IS EVERYTHING A

few weeks ago, I decided to try a little experiment. A large parts distributor had posted a couple of pictures on LinkedIn comparing the cylinder head and valve gear of a well-serviced, high-mile motor vs a poorly serviced low-mile motor which had suffered serious sludging issues; and thus extolled the virtues of regular maintenance for engines. Hard to disagree with the logic for a current internal combustion engine, but it occurred to me that this doesn’t necessarily hold true for the future. So I shared the post and posed the hypothesis

to my LinkedIn followers that if you opened up a poorly maintained, low-mile electric motor vs a well-maintained electric motor, you would see no difference, because electric motors are essentially maintenance free. What I didn’t suggest was that electric vehicles are maintenance free (as the above reply insinuated). Clearly they aren’t. Tires, suspension, hubs and other chassis parts, as well as anything that opens and shuts, or rotates; will eventually need to be looked at and replaced. However, as most OEMs are suggesting 50% less maintenance than a regular ICE vehicle, I wanted to point this out,

The aftermarket has a choice: either deny and ignore, or remain alert for opportunities

CONTINUED ON PAGE 4

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Only a few years ago, ideas like this were really just the stuff of an overly productive imagination. And even today they can sound completely fanciful to some. in effect controlled “closed loop” trials to ensure safety and correct functionality. Soon after this, from around 2022 on, we can expect to be able to purchase a vehicle with full autonomous capabilities (if indeed you decide to purchase at all). Like most technology, it will be expensive at first, but with the commoditization of components, prices will fall, just as they did with other revolutionary technologies like smartphones. It won’t be long before autonomous technology is commonplace. The real question though is how it will affect the automotive aftermarket. There’s no doubt that the impact will be significant. Here are four potential impacts:

More ﬂeet business for repair shops

Image: johavel, iStockimages.com

The roll out of autonomous vehicles as shared mobility is most likely to be controlled by fleets. While there are proponents of peer-to-peer (P2P) car sharing, the reality is that few people want to lend out their vehicles with such a high potential for something to go wrong, even in an autonomous world. For many people, when you control something only temporarily, there is a great temptation to mistreat – or at least give it less care than you would if you owned it. If you’ve ever had a bad experience with AirBnB, you’ll know exactly what I mean. Rental fleets have dealt with this situation for years, and are experts in this field, which means it won’t take long for autonomy to coalesce around this business model. Thus, autonomy will equal fleet business, which is a blessing and a curse for the automotive service industry. It will be a curse because most fleets demand lower costs. It will be a blessing because it creates a steady stream of business. And fleets tend to use only top-quality parts. So in a new mobility environment, with the prospect of service expectations potentially high, liability and service issues will suggest that fleets will strive to make sure that the best quality parts and service is available.

No more customers at your door

When vehicles can drive themselves to an automotive service facility, there will be very little need for ASPs to deal with retail customers. This has a twofold effect. For one thing, customer service skills may not be as highly valued. And, for another, any potential upsell opportunities will be almost non-existent.

VEHICLE TECHNOLOGY & INNOVATION

The need to educate consumers on how the vehicle works, and why it should be maintained regularly, will go the way of the dodo. You can expect the occasional visit from a taxi-bot rep … and that’s about it.

Autonomous vehicles rarely crash

Software and high-end electronics

There’s one piece of technology that created the first upswing in collisions per million miles travelled, and that’s the smartphone. After 40 years, newly distracted drivers are now crashing again, and this has created some pretty good times for those in collision. However, when most vehicles become autonomous, 93% of accidents that are caused by human error will largely be eradicated. This will have a dramatic downward effect or the collision business. Long term, new pivots will need to be studied.

Think you use computers too much in your job today? Well, you ain’t seen nuthin’ yet! Autonomous vehicles will feature extremely high-end electronics and software. In fact, the data created in just one kilometer of driving would completely fill your laptop’s hard drive. An autonomous vehicle is expected to generate 1 terabyte of data per kilometre. ASPs will need to become familiar with this technology as soon as possible, and a good place to start will be to develop a complete understanding of the new advanced driver assist system (ADAS) features, like those employed on Toyota’s Safety Sense technology. It is highly likely that ASPs will need to become very familiar with software, and it may be that specialized experts will need to be there to support technicians in their work. Ultimately a specialist technician may have more in common with a computer help desk operator than a wrench turner. So what does this all mean for those in the automotive aftermarket? Industry disruption is coming, and autonomous vehicles will be a key player in this change. It also means that each business operator needs to have a serious think about how their business will operate in the new mobility environment, and what the potential impact will be on revenue and profits. My advice to business leaders is to learn as much as you can about potential future disruption. Do a SWOT analysis (Strengths, Weaknesses, Opportunities, and Threats), repeat regularly, and take note of potential pivots. In the end you may or not agree with me that on the disruption forecast to hit the automotive aftermarket, but if you’re actively looking, you’re already halfway to ensuring your business will have a long and successful future. JN Sponsored by Chevron

Trends in passenger car motor oils Evolving engine technology driving change BY DAVID LEE, PHD

hink about how much vehicles have changed in the past few years. What may come to mind are all the new electronics, smart sensors, assisted driving features and more, but what’s less noticeable are the significant changes taking place under the hood. Engine technology is evolving rapidly in response to three factors: 1. Legislated and social pressure to reduce carbon emissions 2. Consumers’ desire for lower fuel consumption which leads to cost savings 3. Demand for more engine power while still fulfilling numbers one and two. By 2025, U.S. federal mandates call for a Corporate Average Fuel Efficiency (CAFE) of 54.5 miles per gallon. That doesn’t mean every car has to meet that standard, but that every manufacturer must meet that as an average across their entire fleet, which may span a range of vehicles from large SUVs and pickups to small hybrids and electric cars. (For comparison, the average today is 35.5 mpg.) The necessity to achieve greater fuel economy has driven new engine technologies. Three technology trends in particular stand out:

Z Gasoline direct injection (GDI) – involves the high-pressure injection of fuel directly into cylinder combustion chambers rather than through intake valves. GDI is increasing in popularity and is expected to dominate the market within a few years. By

2021, GDI-equipped light vehicles are projected to account for 71 per cent of the production market in North America.

Z Turbochargers – used to be found exclusively in racing and high-performance sports cars, essentially, they recycle hot exhaust gasses to increase power. They are increasingly commonplace, appearing in 21 per cent of new vehicles as of 2015 and are expected to be in 80 per cent of new cars by 2025. Z Engine downsizing – some engines are going down as small as one litre (which is small enough to fit in a suitcase) in efforts to reduce mass and weight to improve fuel efficiency. What’s important though, is that these engines don’t sacrifice power. New six-cylinder engines are the horsepower equivalent of yesterday’s eightcylinder and the modern fourcylinder provide the power of what once took six. As with all new technology, there are often hiccups discovered along the way as the technology matures; this is true of evolving engines. In the course of trying to develop

more fuel-efficient engines without compromising power, manufacturers encountered something called LSPI (low speed pre-ignition) – this is unwanted and uncontrolled preignition in the combustion that can severely damage an engine over time. It is resulting in many warranty claims, and as you can imagine, a huge issue that OEMs globally have acknowledged and are working on alongside the American Petroleum Institute and major lubricant producers including Chevron. LSPI is largely a result of combining the major engine advancements into one package. This combination of technologies stresses the engine to a higher degree and leads to a need for improved motor oil to provide greater protection. The smaller, GDI and turbocharged engines run hotter, experience more stress and have a higher power density; meaning the oil has to work a lot harder to protect the parts. That is why we have been seeing major development in the types of oils that are required for newer engines. OEMs have been moving towards ever thinner viscosities because they produce less fluid friction or resistance and therefore deliver better fuel economy. Though a 5W-30 weight oil may be the most popular now, that is changing and in a big way. The industry is forecasting the 0W viscosity grades (now several per cent of total North America PCMO demand) to constitute approximately 35 per cent of total North America demand by 2025.

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