Serving the Automotive Aftermarket Since 1931
NOVEMBER / DECEMBER 2020
Teamwork
brings success Parry Automotive named Jobber of the Year
ARE YOU SO HUNG UP ON THE PAST AND FUTURE that it’s affecting your present-day business? INTERNAL TRAINING IS CRUCIAL TO EMPLOYEE RETENTION here’s why!
PLUS
See just how badly COVID-19 has impacted Canada’s aftermarket, pg 7 + Canada Post Canadian Publications Mail Sales Agreement No. 43734062
TM
100 TOOLS
MILWAUKEE® M12 FUELTM Ratchets provide industry leading torque output with a slim head profile and an extended neck that give you the longest reach in tight spaces.
LEARN MORE
Available in ¼" and 3/8".
QRS.LY/CPBRCLK
SCAN WITH THE
@MILWAUKEETOOL
CAMERA APP OR VISIT
WWW.MILWAUKEETOOL.CA
CONTENTS November / December 2020 • Volume 88, No. 6
Columns 5
Service Notes
15
JobberView
16
Off the Shelf
Say hello to your new editor.
Seize your opportunity: why obsessing over the past or future will get your business career nowhere. See why internal product knowledge training is crucial to employee success.
15
19 Departments
Special Feature Jobber of the Year
Parry Automotive, based in Orillia, Ont. takes home this year’s Jobber of the Year award. For more than 40 years, the Van Kessel family has worked hard to transform a medium-sized machine shop into a full-fledged parts operation, creating solutions for industries including automotive, agricultural, industrial, commercial, marine, and recreational vehicle owners.
19
7
In the news
10
Names in the news
12
By the numbers
27
Baywatch
29
Advertiser index
30
EyeSpy
w w w. a u t o s e r v i c e w o r l d . c o m
M AY / J U N E 2 0 2 0
3
SERVICE NOTES 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. Publisher
| Peter Bulmer (416) 605-5346 peterb@turnkey.media
IT’S NICE TO E-MEET YOU
Editor
| Christine Hogg (647) 988-3800 christine@turnkey.media
Editorial Advisor | Allan Janssen (416) 578-1586 allan@newcom.ca Contributing Writers
| Susan Hitchon,
Zara Wishloff Creative Director
| Dave Escuadro
Video / Audio Engineer
| Paul Willson
Sales
| Peter Bulmer, (416) 605-5346 peterb@turnkey.media Delon Rashid, (416) 459-0063 delon@turnkey.media Production and Circulation
| Delon Rashid, (416) 459-0063 delon@turnkey.media
Jobber News is published by Turnkey Media Solutions 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. 43734062 “Return Postage Guaranteed” Send change of address notices, undeliverable copies and subscription orders to: Circulation Dept., Jobber News, 48 Lumsden Crescent, Whitby, ON, L1R 1G5 Jobber News Magazine (ISSN#0021-7050) is published six times per year by Turnkey Media Solutions Inc., 48 Lumsden Crescent, Whitby, ON, L1R 1G5 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.
President & Managing Partner
| Delon Rashid
Head of Sales & Managing Partner
| Peter Bulmer
Corporate Office
48 Lumsden Crescent, Whitby, ON, L1R 1G5
H
ello, Jobbers! Last month, some of you may have seen a press release go out on AutoServiceWorld.com, announcing my appointment as the new editor of Jobber News. It’s an honour to jump into the driver’s seat for one of the oldest automotive publications on the market, and I look forward to meeting you all, even if, for now, that means via email, webinars, and virtual events. If you have any questions or comments, or simply want to say hello, please feel free to reach me at christine@turnkey.media—my inbox is always open. Speaking of virtual events and introductions, this year’s 2020 Virtual AAPEX Experience was an incredible opportunity for me to dive headfirst into the topics and issues of interest to Canada’s automotive aftermarket. Over the course of three days, I sat in on one-on-one technical trainings, leadership webinars, and awards ceremonies, including Women in Auto Care’s 2020 Automotive Communications Awards. Though this was my first virtual conference, I’m no stranger to the tradeshow floor, having attended numerous conferences and press trips around the world, while working as an editor for one of Canada’s leading B2B travel trade magazines—ironically, my last trip, much like AAPEX, was supposed to be in Las Vegas, before the COVID-19 pandemic swept across the world. Let’s hope that by this time next year, we can do this show, among others, face to face. A trained multi-media journalist, my editorial background is a long and colourful one, and includes experience producing compelling print and web content for B2B and B2C clients in various industries, including the automotive sector. Like many industries, the automotive industry has been inundated by the digital age, and it’s fascinating to see the role that technology has played (and continues to play) in shaping the future of business. Adapting to these digital transformations will ultimately be the deciding factor in who excels, and who falls behind as consumer trends and demands continue to shift and evolve. Inside this month’s issue, our Jobber of the Year, Parry Automotive, shares one such story of their team’s determination to adapt and keep business afloat amidst a growing global pandemic. As we close out the year, I want you, too, to think about change. What do you look forward to the most in a new issue of Jobber News? What are you sick of reading about? Are there any categories that you would hate to see shelved? As I mentioned, I’m always only an email away.
Happy reading, Christine Hogg Editor, Jobber News
Let me know what you think. You can reach me at christine@turnkey.media
ISSN 0021-7050 Online 1923-3477
w w w. a u t o s e r v i c e w o r l d . c o m
NOVEMBER / DECEMBER 2020
5
NEWS
AIA STUDY SHOWS HOW COVID-19 IMPACTED CANADA’S AFTERMARKET COVID-19 has disrupted the Canadian economy, and, inevitably, the automotive aftermarket, a recent study shows. Published every two years, the Automotive Industries Association (AIA) of Canada’s 2020 Outlook Study provides an in-depth examination of the state of the Canadian automotive aftermarket, and presents an analysis focused on forecasts and trends that will likely impact the industry in the future. This year, AIA Canada has updated the Outlook Study to reflect the new realities of the industry, including unforeseen disruptors like the COVID19 pandemic, the latest technologies, emerging markets, and changing consumer preferences. Findings show that although the aftermarket industry has remained resilient in even the toughest economical
situations, the supply and demand for aftermarket products and services has changed. With more people staying home, for example, vehicles are being used less, and as such, fewer kilometres are being driven. The spending habits of many Canadians have also changed, and because of that, the purchases of aftermarket products and services also stand to be reevaluated, as purchases are weighed against financial means. According to the report, it is estimated that total kilometres driven in 2020 in North America may slip to approximately 240 billion kilometers, down 30 per cent relative to the year before. The reduction is expected to curtail demand for scheduled maintenance. As a result of COVID-19 and new concepts, like physical distancing, many
industries are adapting to the new normal, and listing their services online. As such, automotive consumers, too, are becoming more comfortable shopping online, from the safety and convenience of their own homes. Although the current COVID-19 pandemic is also affecting vehicle sales, an analysis of historical data shows little fluctuations in the number of vehicles in operation during economic downturns. The total number of vehicles in operation are forecasted to reach 29.8 million in 2020. Total revenue for core aftermarket businesses is estimated to have reached $32.2 billion in 2019. Analysis of financial performance data shows that aftermarket businesses in Canada with sales between $30,000 to $20 million averaged a profit margin of 5.2 per cent in 2018.
NEW TECH WILL BRING NEW OPPORTUNITIES, DELPHI EXEC SAYS Automotive service professionals don’t need to worry about being sidelined by new technology, says a senior Delphi executive. Malcolm Sissmore, vice president of North American aftermarket sales for Delphi, expects that the industry will be busier than ever when a spate of new technology brings new automotive issues into service bays. As a result, repair shops will have an opportunity to sell solutions to previously unknown vehicle problems. “You really have to know what the maintenance is going to mean to the consumer. If customers opt for an update or diagnostics, or maintenance, they want to know how the vehicle will be different than it is today, and you
have to have a good answer to that,” Sissmore explained. One of the biggest drivers of automotive innovation remains government mandates, and it is moving in one direction only, according to Sissmore. “People quickly get used to new technology, and won’t want to go without it,” he said. One of the biggest changes for the auto technicians will be the need for continuous learning, and Sissmore recommends that shop owners establish a subscription, tool, and training budget to do so. Sissmore also suggested shops figure out ways to recover revenue that is lost because of extended service intervals “You will have to make up those lost
Malcolm Sissmore, vice president of North American aftermarket sales for Delphi.
labour dollars and gross margin dollars, with diagnostics. And that’s harder to sell,” he concluded.
w w w. a u t o s e r v i c e w o r l d . c o m
NOVEMBER / DECEMBER 2020
7
NEWS
APACE HOLDINGS BUYS AP EMISSIONS FROM APC
SEMA DATA CO-OP BUYS PARTSHUB
APACE Holding Company has acquired the emissions business unit of APC Automotive Technologies. The business transaction will maximize the value of AP Emissions, while allowing the company to further grow and innovate. APACE is led by Vange Proimos, a veteran of the exhaust and emissions industry, and the former owner, CEO, and executive chairman of AP Emissions. AP Emissions will continue to operate under its current name.
SEMA Data Co-op (SDC), an industry-owned co-op dedicated to moving products using standardized catalogue data, has purchased the PartsHub catalogue management solution. SEMA says the acquisition will allow it to expand its data services and provide its members with a more userfriendly experience, and enhance the ability of participating manufacturers to create and update industry standardized product information, regardless of their product data knowledge or expertise. Using PartsHub’s expanded Product Information Management (PIM) software, SDC manufacturers will be able to easily organize their data, reach more resellers, and sell more products. PartsHub customers will continue to manage their product data within PartsHub without any rate changes. One-on-one orientation for the additional services provided by the SDC will be conducted for current PartsHub users, who will now be included into SDC’s robust and active reseller network, have access to SDC’s data experts for questions and guidance, and participate in SDC’s Data Excellence Award program.
BESTBUY WRAPS UP VIRTUAL SHOW Bestbuy’s Buy & Sell web event saw approximately 1,945 virtual meetings take place over the course of three days back in September. “It was a very positive experience for the group,” said Bestbuy chairman Douglas Squires of Colonial Auto Parts and APM Limited. “It’s essential to adapt and maintain business normalcy in these challenging times.”
QUALITY THAT GOES THE EXTRA MILE
FUEL PUMPS & MODULES LEARN MORE BIT.LY/FUELPUMP-AGY
8
NOVEMBER / DECEMBER 2020
w w w. a u t o s e r v i c e w o r l d . c o m
NOW
AVAILABLE AT
TRANSITINC.COM
CANADIAN MANUFACTURING INDUSTRY SEES MAJOR IMPROVEMENT: SURVEY Canada’s manufacturing sector has seen a solid upturn in sales, both domestic and foreign, a recent survey shows. Data collected by the IHS Markit Canada Manufacturing
Purchasing Managers’ Index (PMI) indicates that several underlying factors, including a robust rise in new work has helped to boost output levels further
and stimulate job creation. Furthermore, new work increased for a third month running and expanded at the strongest pace since June 2018.
LIQUI MOLY USA/ CANADA EXPANDS TEAM Liqui Moly USA/Canada hired several new employees, bringing its total employee count to 41. Since February, Liqui Moly USA/Canada has added Neriman Stumpf, Jose Mendoza, Aaron Crosby, Ken Dowler, Selene Ibarra, and Robert McLogan. Together, their responsibilities will include multiple tasks varying from digital marketing, to supporting auto repair shops as they grow their business, improve customer engagement and satisfaction, and continue to bring Liqui Moly’s leading range of oils, additives and other automotive chemicals to market.
BORGWARNER CLOSES DELPHI DEAL BorgWarner Inc. has completed its acquisition of Delphi Technologies – a move that is expected to strengthen BorgWarner’s electronics and power electronics products, capabilities, and scale. The announcement follows approval by Delphi Technologies’ shareholders, receipt of required regulatory approvals, the satisfaction of certain conditions relating to indebtedness of Delphi Technologies, and the satisfaction or waiver of customary closing conditions. The acquisition will further equip BorgWarner with a more comprehensive portfolio of industry-leading propulsion products and systems across combustion, hybrid and electric vehicles. Delphi’s aftermarket business will maintain its brand identity, operating as a brand of BorgWarner. w w w. a u t o s e r v i c e w o r l d . c o m
NOVEMBER / DECEMBER 2020
9
NAMES IN THE NEWS
Robert Chartrand has been named vice president of
Software provider Gem-Car has appointed Kevin King as its new vice-president of operations, management. King will be responsible for establishing an operational Centre of Excellence to grow the company’s customer base.
Doug Coates has joined Uni-Select as senior VP, general
Kim Nolan joins BBB Industries, LLC, as the company’s new senior vice-president, traditional sales. Nolan will manage customer relationships, strategic sales growth, and product line expansion for all BBB’s US-based traditional accounts.
purchasing and inventory at Bestbuy Distributors Limited. Chartrand will take over Bestbuy’s purchasing, inventory, and all related initiatives. manager for the company’s western region. Jason Best is his counterpoint in the east as Uni-Select transitions to an east/ west structure model.
Ford Motor Company has named Jim Farley as its new president and CEO. Farley has also been elected to the Ford board of directors. He will work closely with former CEO Jim Hackett on the transition. Steve Gushie, president of Carquest Canada Ltd. has
General Motors has appointed former VP John Roth as its new global vice president, Customer Care and Aftersales. He will report to Barry Engle, executive vice-president and president, GM North America.
joined the board of directors of the Automotive Aftermarket Retailers of Ontario (AARO). Gushie has served as Carquest Canada’s president for the last 15 years. He currently serves as chairman of the Carquest WorldPAC charitable foundation.
The Automotive Management Institute (AMI) has named Chuck Searles as its new president. Searles will serve the board of trustees and expand the company’s client base.
PurePower Technologies has named Jon Huckaby as engineering director of research and development, where he will lead OE and remanufacturing design, development, and validation testing activities.
Mike Smith has joined Ideal Supply as the new general
sales manager. In his new role, Smith will manage the strategic direction of Ideal’s three sales divisions – electrical, industrial, and automotive.
Demand and supply know-how Car professionals are rigorous people. They demand the best price possible. They demand access to the best brands and they demand good service and expert advice. NAPA Auto Parts supplies all that, and a lot more. NAPA Auto Parts. Ready to deliver. napacanada.com 10
NOVEMBER / DECEMBER 2020
w w w. a u t o s e r v i c e w o r l d . c o m
BytheNumbers
Stats that put the North American automotive aftermarket into perspective.
131
% Since 2016, the increase in consumer interest in using zero-emission vehicles on peerto-peer ride share platforms. The Tesla Model 3 was most popular model (ranked by the most number of trips taken).
81
In 2017, the length of time the average new-car buyer hangs on to their vehicle — up dramati-cally from 2007 when they held their vehicles for an average of 55 months. Used
buyers held onto their vehicles for an average of 79
months in 2017, up from 42 months in 2007.
IHS Markit
Turo Canada
3-5 years
55
Acceleration in the retail shift to e-commerce due to COVID-19.
labour gross profit in the % Average auto repair industry. A healthy
AAPEX webinar: Nathan Shipley, NPD Group
business needs at least 70%. AAPEX webinar: Murray Voth, RPM Training
11.7 per cent
Twenty-nine per cent
Expected aftermarket growth in the U.S.
260 million Number of light vehicles in the U.S. fleet in 2019. Motor Equipment Manufacturers Association
during calendar year 2021, on its way to a
The expected growth in the number of import vehicles aged 6-11 years in the U.S. from 2020 to 2025. Domestic vehicles of that age are expected to grow in number by 28% during the same time.
market size of $341 billion by 2023. Size of the aftermarket, including all non-
29 million
warranty, retail sales of parts, accessories, and labour for light vehicles, fell 8.8% in
AAPEX webinar: IHS Markit, Five Trends in Five Minutes
Number of light vehicles in the Canadian fleet in 2019.
2020 to $281 billion.
AIA Canada Outlook Study 2020
AASA Q2 2020 Barometer Report
per cent The percentage of vehicles produced in Canada that are electric vehicles. Canada is the 12th largest vehicle producer in the world, but its share of electric vehicle production is 80% lower than the global average. International Council on Clean Transportation, White Paper, March 31, 2020
12
NOVEMBER / DECEMBER 2020
w w w. a u t o s e r v i c e w o r l d . c o m
70
%
Conversion rate at some new-car dealerships on telematics-driven maintenance and repair opportunities — driving up to 15% growth in revenues. Chris Chesney, Carquest Technical Institute
BENEFIT FROM OUR BENEFITS. To Ford, every part counts. That’s why members of the Ford Professional Service Network enjoy benefits through the purchase of Ford, Motorcraft®, and OmnicraftTM parts. MEMBERS RECEIVE EXCLUSIVE ACCESS TO: • QUARTERLY REWARDS AND REBATES ON ELIGIBLE PURCHASES* • VITAL NO CHARGE TECHNICAL SERVICE INFORMATION, INCLUDING WORKSHOP MANUALS AND SERVICE BULLETINS • NO CHARGE MEMBERSHIP FOR QUALIFYING REPAIR FACILITIES
FIND YOUR CLOSEST CERTIFIED PARTS WHOLESALING DEALER AT FORD.CA/WHOLESALE
* Eligible purchases are based upon the net price paid for the purchase of Ford, Motorcraft and Omnicraft parts (including accessories) at a Ford or Lincoln Dealer (other than Ford collision parts, tires and core changes) exclusive of any credits/ rebates or other deductions and applicable taxes and/or fees. Additional limitations may apply. Membership and rewards are subject to the IRF Terms and Conditions as may be amended from time to time. OmnicraftTM is a trademark of Ford Motor Company. Motorcraft® is a registered trademark of Ford Motor Company. ©2020 Ford Motor Company of Canada, Limited. All rights reserved.
JOBBER VIEW
SEIZE YOUR OPPORTUNITY Obsessing over the future will get you nowhere By Zara Wishloff
I
f COVID-19 has taught us anything, it’s that we can’t plan for everything. Predicting future negative events and positive opportunities is impossible. Watching things change makes room for mindfulness and gratitude to coexist in our daily lives and allows us to learn from those around us. I consider myself fortunate in the sense that this industry provided me with a series of important life lessons early on in my career. When I first began my career as a manufacturer rep, many people shared their unsolicited advice. On the tradeshow floors, older reps, on the cusp of retirement, often shared stories of their biggest regrets. These were the individuals who spent countless hours behind the wheel, often making personal sacrifices in search of the bigger picture. I heard many cautionary tales, but one of my favourites is the number of people who expressed regret over selling their very first vehicle. So often did I hear this lament that I made sure to keep my 1967 Mercury Cougar. Now, don’t get me wrong. There were times that I definitely could have used the extra money, and it seemed impractical to keep her sitting in the garage, but in the end, my decision not to sell resulted in something priceless. While money can always buy me a better car, I cannot replicate the sentimental value of that 1967 Mercury Cougar. Both of my sons drove that car to their graduation celebrations, and their stories and experiences behind the wheel of the same car I drove at that age makes it much more fun to drive than a brand new sports car.
Taking advice aside, I learned a lot of what I practice today by watching those around me. I started my career at a time when the world was changing. I watched employees with a 30-yearold tenure get sent packing as “right sizing” became the new trend. Gone were the days of working for the same company for decades and retiring with a big fat pension plan. Instead, providing daily value to the company was mandatory, and that meant no longer relying on past successes to carry you into a cozy retirement. In the same vein, some people live their entire lives following the mantra of “Maybe one day.” I’ve met many people along the way who put their goals and dreams on hold, waiting for the “perfect” moment to act on them. Maybe the timing isn’t right, or the financial commitment is slightly larger than you’re comfortable with. But then, in the blink of an eye, life can throw you a curveball, and all of those efforts; the personal sacrifices, the rainy-day fund, and everything in between no longer matter. These scenarios served as another reminder for me to “enjoy the journey” along the way and to take the chances as they come. Despite pressures at work, I’ve gone ahead and planned family trips, which, looking back now, are some of my fondest memories. Material things that seemed important have depreciated in their significance. But spending money on experiences, whether that means visiting another country, or even camping 60 kilometres away from home, provided value that still holds true today. COVID-19 disrupted many people’s plans, but when things open up once more, take your chance. You never know when opportunity might come knocking again—or if it ever will.
w w w. a u t o s e r v i c e w o r l d . c o m
Zara Wishloff
Vice president of sales and marketing for Automotive Parts Distributors (APD) with four warehouses in Alberta and Saskatchewan. You can reach him at zwishloff@apdparts.ca. NOVEMBER / DECEMBER 2020
15
OFF THE SHELF
KEEP BUSINESS BOOMING WITH INTERNAL TRAINING Here’s why product knowledge training is crucial to employee success By Susan Hitchon
T
raining, training, training! We’re all adamant that we have a plan that provides our employees with all the training they need to do their jobs safely and efficiently. It’s a necessary cost of doing business that is often included in the HR or marketing budget as an operating expense with no offsetting revenue. In most cases, the training budget is determined by a simple calculation: the number of employees multiplied by a set amount of money per person. A training budget must also be allocated for your auto service provider (ASP) clients. Prior to COVID-19, product knowledge training was typically hosted by a sales rep via a lunch-and-learn or done afterhours. This type of training is either offered free of charge or at a small fee. Most training today is delivered virtually and has varying degrees of success depending on shop owners’ willingness to participate. All product knowledge training comes with a cost, but, if it’s done well, you’ll likely see an uptick in sales on a particular product. I want you to explore training through a slightly different lens that will benefit your company in more ways than one.
16
NOVEMBER / DECEMBER 2020
w w w. a u t o s e r v i c e w o r l d . c o m
First, let’s take a look at the internal training plan currently in place for your business. A training plan is typically crafted in compliance with specific health and safety regulations that every individual must complete to become a legitimate employee of the company. Workplace Hazardous Materials Information Systems (WHMIS), anti-harassment, antitrust and forklift training courses are perfect examples of such plans. First and foremost, they keep employees safe. Secondly, they are necessary skills that employees must learn to perform tasks in their everyday roles. But, although necessary for success, are these types of training courses enough? If the goal is to meet or exceed various regulatory requirements in your region, a standard training plan will suffice. However, if the goal is to encourage your team grow their skills and explore a serious career at the company, a professional development program could seriously compliment the existing training programs in place. Professional development is a concentrated effort which aims to grow a team member’s most critical skillset so that they can advance their career. Team members who are engaged and passionate about what they do will become long-time employees and ultimately become a walking advertisement for your business. If they feel that you have invested in their career personal well-being, they’re more likely to remain with your company. This could even lead to employment referrals, which could ultimately save you time and money on recruiting costs. How many active job postings do you have listed right now? How many employees are recruiting for you? If the answer is none, I urge you to consider adding a professional development program to your plan with courses that are of particular interest to your team where they can learn some “soft skills” that make their jobs easier and ultimately more enjoyable. Be creative and be sure to get to know your team’s interests, rather than selecting cookie-cutter development programs.
Continuing an internal examination, professional development programs should be offered to ASP clients. When you offer training sessions to your clients on products, be sure to present the information in an engaging way, as opposed to regurgitating key selling points from the manufacturer’s list. Your training should go above and beyond to include any information that a competitor can already offer, and it should never be a sales pitch in disguise. Can they get that same information from your competitor who also sells the same product, or a comparable product? What is it about your training that sets you apart from your competitors? It goes without saying that certain products, especially tools, require some degree of product knowledge training. These products are considered high-ticket items that deserve support so that your client gets the best use out of the tool for their money. There’s no question that product knowledge training will remain a part of your business. However, being that you are in the parts business and your ASP clients are in the service business, I would wager that they could benefit greatly from some business development training. This will help them provide better service and will set them apart from their competitors. In today’s environment, consumers are eager to stretch their dollar further. They crave convenience, friendly and professional
service, and the job done right the first time. A business development program for your ASP clients should engage them in a transformational discussion that will generate higher net profits. It should also help them create a superior business culture that attracts and retains qualified technicians and support staff, who don’t have to offer the lowest prices or work a surplus of hours in order to deliver more on the bottom line. The reality of today is that ASP’s are not be able to sustain their business by simply installing and selling parts. They must offer superior service to their consumer clients so they can secure a larger part of that vehicle’s total repair and maintenance. They are in business to be profitable and to provide for their families as well as their teams and it is your responsibility to help them do just that. I strongly believe that developing and strengthening your internal team with a clear and concise professional development program, coupled with a quality business development program for your ASP clients, is a winning combination that should become a staple of your business model. Susan Hitchon
Ontario business development manager for the Automotive Aftermarket E-Learning Centre. You can reach her at s.hitchon@aaec.ca
Hello Edelmann.
Goodbye reman power steering headaches. • OE quality components and testing • Engineered to overcome OE design flaws • Unique ID codes prevent warranty fraud • 100 year, 1 million mile warranty www.edelmannelite.com
NEW Racks | Pumps | Gears PE012 JobberNews_HelloEdelmann_HalfHoriz 11-2020_V1.indd 1
w w w. a u t o s e r v i c e w o r l d . c o m
N O V E M B E R / D E C E M 11/2/20 B E R 2 010:28 2 0 AM 17
It’s All About Opportunity
CONGRATULATIONS TO THE PARRY AUTOMOTIVE TEAM FOR BEING SELECTED AS JOBBER OF THE YEAR! We’re proud to have been working with Parry Automotive since 1976 and want to thank the Van Kessel family for having served on our Board for two generations.
A Canadian co-operative with members across the country and vendors from around the globe, Modern Sales provides its members with a diverse range of products and offers its vendors opportunities not available elsewhere in Canada.
www.modernsales.ca
COVER STORY
Teamwork
By Christine Hogg
brings success Parry Automotive wins Jobber of the Year
n 1956, Peter Van Kessel, 17 at the time, found himself working at Parry Automotive. Back then, Parry Automotive was an automotive machine shop, owned by husband and wife duo John and Edith Parry, who, despite the times, worked alongside her husband rebuilding engines. “Edith was right in there with John, managing the machine shop,” Peter, now 81, recalled. For Peter, the gig at Parry Automotive was supposed to be a summer job, where one day blurred into the next through running deliveries and working in the stock room. But as the days grew shorter and autumn crept around the corner, rather than head back to school, the Parry Automotive asked him to stay on. He accepted their offer and six years later became the manager of the store. In 1977, but tragedy and opportunity struck when Edith passed away suddenly from a stroke. At that time, Peter and Edith were partners. Over the years he had acquired 49 per cent of the business. Now without a partner, Peter decided to purchase the remaining 51 per cent share of the company, and by doing so, became the sole owner of Parry Automotive.
A family business
Fast-forward more than four decades later, Parry Automotive
has transformed into a family business, where Peter’s son, Steve Van Kessel, and daughter, Susan Peacock, are now joint partners of Parry Automotive. Having grown up working weekends, holidays, and summers at Parry Automotive, Steve always knew he would eventually want to come back and join the family business, which he did in 1994. Like Steve, Susan also worked at Parry Automotive in the summers and holidays throughout high school and university and it was always her goal to eventually return to the family business. “I started my career at Parry Automotive in May of 1989,” Susan recalled. “In the following years, I worked throughout various departments to learn all aspects of the business.” Their mother, Sharon Van Kessel, also worked in an administrative role from 1977 to 1992. Now, Susan and Steve have since transformed the business to focus primarily on parts, where, alongside the automotive industry, they provide parts for the agricultural, marine, industrial, commercial, and recreational vehicle markets. “To the Parrys, parts were just a necessary evil that you needed to rebuild engines,” Peter recalled fondly. And, while the business model may have shifted, the core values and backbone of Parry Automotive remains unchanged, even during the global COVID-19 pandemic.
Shop Quality Unisex Apparel Today! All Good Pistons Go To Heaven
All of our t-shirts are made from light-weight, breathable 100% ring-spun cotton. Available in sizes S-3XL. Order yours today!
Unisex T-Shirt
www.AutoServiceWorld.com/shop
20
NOVEMBER / DECEMBER 2020
w w w. a u t o s e r v i c e w o r l d . c o m
Jobber of the Year
It’s the work ethic, sense of family, and dedication to their customers that led Parry Automotive, located in Orillia, Ontario, to be this year’s Jobber of the Year. Selected by a panelist of industry experts, this win for Parry Automotive is a tremendous honour, Peter, Steve, and Susan say, especially given the state of the economy as the world continues to battle the coronavirus crisis. Like many industries in Canada, the automotive sector was hit hard by COVID-19. Although business had quieted down, the safety, health, and comfort of their entire staff remained top of mind for Susan and Steve, who were forced to self-isolate the first two weeks of the pandemic, having just returned from the U.S. the same day Prime Minister Justin Trudeau enacted the 14day quarantine order for any citizens returning to Canada.
Clockwise from left: Steve, Peter, and Susan, front, say the hardwork and determination of their entire team was a key factor in taking home this year’s Jobber of the Year award.
“So much of our success is because of our team. We really believe that; it’s the culture here,” Steve Van Kessel added. “This was like nothing we had ever seen in the past. Generally, there’s always something you can refer to as the go-to; this was as difficult as can be to really figure out how
w w w. a u t o s e r v i c e w o r l d . c o m
NOVEMBER / DECEMBER 2020
21
PARRY AUTOMOTIVE TIMELINE Peter Van Kessel started as a delivery driver at Parry Automotive.
1948
1956
Parry Automotive opened as a full-service machine shop in Orillia, Ontario, then owned and operated by John and Edith Parry.
Parry Automotive joined Modern Sales Ltd.
1966
Peter became a partner in the company with Edith Parry.
“So much of our success is because of our team, we really believe that; it’s the culture here,” says Steve Van Kessel, far right, pictured here with his father, Peter, and sister, Susan.
Tune into the newest podcast for Canada’s automotive aftermarket
Auto Service World: Conversations is Turnkey Media’s newest offering to our audience. Join us weekly for insightful industry conversations with your peers, suppliers, and customers, to get a well-rounded and entertaining understanding of trends, problems, solutions... and sometimes just the lighter side. You can subscribe to Auto Service World: Conversations on iTunes and Soundcloud to keep up to date on our podcast releases. If you like us, be sure to like and subscribe! It’s quick and easy for you, and makes a world of difference for us. www.tinyurl.com/ASW-conversations www.soundcloud.com/AutoServiceWorld SPONSORED BY
22
NOVEMBER / DECEMBER 2020
w w w. a u t o s e r v i c e w o r l d . c o m
1976
Parry Automotive becomes the first jobber store in Canada to have an Epicor (Triad) computer system.
1977
1982
Edith Parry passes away and Peter purchasing the remaining shares of the company, making him the sole owner.
we were going to proceed and keep our staff feeling one hundred per cent safe, while giving the best level of service that we could give.” Unable to enter the shop, both Steve and Susan sprung into action, holding virtual team meetings, and constantly checking in, but ultimately, leaving the business in their staff’s hands at the height of the crisis. For the first nine weeks of the pandemic, Parry Automotive shifted to a curbside-only model for their retail business. They maintained curbside delivery service to their wholesale clients as well. Plexiglass screens Susan began her career with Parry Automotive in 1989, followed by Steve in 1996. After were set up at the working summers and weekends during their checkout counter, teen years, both knew they would eventually and social distancing return to the family business. signage was placed around the dealership. No more than three customers were permitted to enter the store, and the team managed to create a makeshift section in the machine shop that was allocated for shipping and receiving. “There were concerns and we were very mindful of that,” Susan said. “We had a few staff members who were very anxious about it.” As a result of both partners’ commitment to their staff’s health and safety and enacting several contingency plans, Parry Automotive managed to retain almost all
Parry Automotive became an AC Delco Distributor.
1989
Susan Peacock began her career with the company.
Customer service representative, Vicky Forrester, wins Jobber News’ Counter Person of the Year award.
1993
1994
Steve Van Kessel began his career with the company.
Parry Automotive wins Jobber of the Year!
2012
2019
2020
Wayne Forrester, parts operations manager, and also Vicky’s dad, celebrates his 40th anniversary with Parry Automotive.
After starting at Parry Automotive in 1956, Peter Van Kessel ended up purchasing the company in 1977, and later, worked alongside his children, Susan and Steve, and wife, Sharon.
Steve Van Kessel, left, accepts the Jobber of the Year award from Peter Bulmer, publisher, Jobber News, alongside Susan Peacock, partner, Parry Automotive, and Peter Van Kessel, owner, Parry Automotive.
its employees, despite mass layoffs happening across the country and throughout the industry. “I can’t say enough about our team,” Steve said. “I think that things could have been a lot more challenging if everyone wasn’t as awesome as they were. Everybody kicked in and gave one hundred per cent right from the start, and they all had buy-in as to what the best procedures were going to be going forward.” “I also can’t say enough about our clientele,” Steve added. “They were so patient; right from the get-go until today I’m blown away. The world had to slow down. We’re in an industry where if something’s broken on a car, they [the customer] needed that part five minutes before they called us, and they needed it as quick as possible. Every now and then we’d get the odd situation that seemed a little bit outside the realistic realm, but 99.9 per cent of everything else was great.”
Congratulations Parry Automotive
on being named Jobber of the Year FROM YOUR PROUD PARTNER
Investing in relationships
Backed by a loyal clientele and staff, another success for the company amidst COVID-19 was the relationship with other jobbers, Steve said. w w w. a u t o s e r v i c e w o r l d . c o m
NOVEMBER / DECEMBER 2020
23
Wayne Forrester, parts operations manager, celebrated his 40th anniversary with Parry Automotive in 2019.
Jobbers aside, it’s the internal relationships between staff, and that sense of family that kept everyone motivated, despite tough times brought on by the pandemic. Parry Automotive currently has 27 parts professionals on its employee roster, five of whom have been with the company for more than 20 years. Wayne Forrester, parts operations
manager, just celebrated his 40th anniversary with the company last year. “When you have different departments under one roof, working cohesively to achieve a common goal isn’t always an easy environment to manage,” Steve said. “But our team works exceptionally well together to ensure that we get the job done together.” Whether it’s training new sales and customer service reps on product knowledge, or providing technical training, marketing and business support for key clients, Parry Automotive is committed to offering the very best solution to their customers.
FROM YOUR PROUD PARTNERS
Congratulations to Parry Automotive on being named Jobber of the Year. Back in 1948, Parry Automotive focused primarily on engine repair. Now, under leadership from Steve and Susan, the shop sees 95% of its revenue come through parts.
TM
24
NOVEMBER / DECEMBER 2020
w w w. a u t o s e r v i c e w o r l d . c o m
“The foundation of our culture is exhibiting the utmost professionalism while enjoying each day with each other and with our clients,” Steve said. “They have really pulled together in these trying times with all of the challenges of the pandemic. Not all things can always be handled on the spot, so when things do need to escalate, we always have immediate management support, guidance, or mentorship to help bring resolve as quickly as possible. The quicker things get looked after, the more success we all have together.”
AIA High Fives for Kids Foundation
Coping with COVID-19
has been hard on everyone... especially our youth. That’s why the AIA High Fives for Kids Foundation has extended its fall funding cycle until December 15, 2020. Funds are available to registered charities that work with children and youth in your community. To find out more or to make a request for funding, please visit aiahighfivesforkids.ca/en/grants.
Help Us Help More Kids! You can also help High Fives for Kids by making a donation to the Foundation. Visit aiahighfivesforkids.ca/en/donate.
PRODUCT SPOTLIGHT
BAYWATCH Compact wrench Milwaukee Tool has designed a new compact wrench meant for accessing tight spaces. Measuring at only 4.8” in length and delivering up to 250 ft-lbs of torque, Milwaukee’s next generation M18 Fuel compact impact wrenches combine three innovations – the Powerstate brushless motor, Redlinnk Plus intelligence, and a Redlithium battery pack. The four-mode drive control offers greater precision with a range of pre-set RPM and IPM levels, selectable from a single button on the tool. For increased visibility in confined and low-light workspaces, these tools are also designed with tri-LEDs that deliver brighter light with less shadows.
Innova Diagnostic tablet, Scan Tool Innova Electronics Corporation has launched its Innova 7111 Smart Diagnostic System (SDS) diagnostic tablet. Now featuring a touchscreen, users can now conduct bidirectional system testing and diagnostic routines; OEM enhanced level diagnostics; trip cycle and service resets. A complete network scan provides diagnostic results to monitor the status of control modules and features built-in access to Innova’s RepairSolutions2 knowledgebase, and LifeTime Link, which generates printed reports for customers. It also includes remote diagnostic support and updates from Innova’s ASE Certified technical support team.
www.milwaukeetool.ca
Sanitation wand Larson Electronics has developed what it describes as low-cost sanitation devices to kill 99.9% of viruses, bacteria, mold and spores on surfaces. The UV-C 254 nm solutions can also be used to clean keys, phones, computers, access cards, hats, safety glasses and everyday tools. A handheld wand, IND-HL-UVC-HH18-30C-120V, is equipped with a twin-tube germicidal UV-C fluorescent lamp. Larson also has a handheld UV Sanitizer, IND-HL-HDB-4P18-2L-120V-30C, which features two 18” UV-C fluorescent lamps for no-contact surface disinfection.
www.innova.com
www.larsonelectronics.com
• Fast – DTCs reported in 20-30 seconds on average • Accurate data in list, graph and gauge formats • Based on OEM platform used in dealerships worldwide • USA designed, developed, manufactured and supported
www.AutodiagnosPro.com
Autodiagnos™ Pro Automotive Diagnostic System The technician-friendly scan tool that increases productivity. Autodiagnos Pro – A Trademark of the Continental Corporation
CO6307 CARS_Magazine_AutodiagnosPro_HalfHoriz_12-2020_V1.indd 1
w w w. a u t o s e r v i c e w o r l d . c o m
Subscription based model – no large hardware investment!
NOVEMBER / DECEMB E R 2 03:21 2 0 PM27 11/3/20
BAYWATCH
EZ Collets App The new John Bean EZ-Collets app helps service technicians identify the best set of tools for their balancers, improve balancing accuracy, ensure rim protection, and provide a faster setup. The app aims to help service professionals find the best collet, flange, or quick plate for a wheel balancing job in as few steps as possible. When using the app, users simply select a vehicle to view, and compare balancing tool options and the benefits of each. The app also provides information about the tire and rim of the selected vehicle. www.JohnBean.com
Brake caliper The Mueller-Kueps brake caliper now features a two-component rubber handle for a more comfortable and economic grip, allowing for more control and the removal of all coarse residue off the brake caliper. Available in two sizes, the brake caliper is available for domestic cars and European imports (#460 200), and one for Asian import cars (#460 202). The #460 202 can also be used on most rear calipers. Using this file to clear the caliper prior to installing new brake pads will ensure that premature wear on said brake pads will not be an issue in the future.
Scan tool update Alldata’s scan tool now supports direct access to the Secure Gateway (SGW) module by Fiat Chrysler Automobiles (FCA) U.S. Alldata customers are now able to access the secure FCA vehicle network using AutoAuth – FCA’s approved authentication provider – and perform essential diagnostic functions. The new diagnostic scan tool uses a series of codes to link directly to relevant OEM articles and probable causes, which save technicians time. Scans are unlimited, and software and data updates are included at no additional charge. It also features live data display improvements and has an automatic online/offline mode. www.alldata.com
www.mueller-kueps.com
ATE Brake Fluids Perfectly matched to your application.
Brake fluid Continental has added a new advanced, OE quality, ATE Super DOT 5.1. This DOT brake fluid features a high wet boiling point (365°F) and excellent flowability (viscosity) even in very cold operating conditions up to -40°F, something that previously available brake fluids could not achieve. With a maximum of 750 mm²/ sec. at -40 °F, ATE Super DOT 5.1 viscosity values exceed even those of ISO Class 6, which are well above the specifications for DOT 5.1 class brake fluids. ATE Super DOT 5.1 complies with international specifications and is available in 1L, 5L and 20L sizes.
www.ate-na.com
Today’s ESC, ABS, and ADAS systems require brake fluids with specific viscosity, texture, boiling point, and pressure behavior.
A global OE brake system supplier.
ATE offers exactly the right brake fluid for each vehicle’s requirements, so you can be sure that brake systems will function as designed.
ATE-NA.com ATE – A Trademark of the Continental Corporation
EPS rack Dorman’s new EPS rack for select Ford F-150s features upgraded seals, and includes a proprietary programmer for fast, free setup. The EPS rack currently supports Ford F-150s built between 2011 and 2014. As an upgraded replacement, this newly manufactured electronic power steering assist rack and pinion assembly also features an improved seal design to prevent water intrusion. It also comes pre-loaded with software and includes calibration tool that eliminates need for OE scan tool. www.dormanprocuts.com
28
NOVEMBER / DECEMBER 2020
w w w. a u t o s e r v i c e w o r l d . c o m
CO6199 JobberNews_ATE_BrakeFluids_ThirdSQ_11-20_V2.indd 1
10/29/20 1:11 PM
Spicer, Ring and Pinion Gearing Dana Incorporated’s new Spicer Select commercial vehicle 404 ring and pinion gearing, ideal for post-warranty vehicle service, comes backed by an 18-month, 100,000-mile warranty. It features Dana’s patented five-axis cutting and is manufactured with the same heat treatment processes and materials as Spicer originalequipment gears.
ADVERTISER INDEX AC Delco www.acdelco.com. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ... 25 AIA Canada www.aiacanada.com/asap.html.. . . . . . . . . . . . . . ... 26 Brake Parts Inc. – Raybestos www.raybestos.com.. . . . . . . . . . . . . . . . . . . . . . . . . . . ..... 6
www.spicerparts.com/spicerselect
Cloyes www.cloyes.com.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ..... 9
Hydraulic steering pumps CRP Automotive’s new AAE Hydraulic Power Steering (HPS) Pumps are manufactured to strict OE engineering standards, engineered for minimal abrasion and maximum service life, and guaranteed for fit, form, and function as intended by the original manufacturer. These new pumps are designed to solve some of the most common power steering service issues and failures such as fluid leaks, squeaking or whining noise, and heavy steering feel at low speed. The pumps come complete with all components needed for installation, including single-use aluminum bolts when required.
nicraftTM parts for all non-Ford makes and models. With this newest addition
Continental ATE www.ATE-NA.com.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ... 28
hich includes Ford and an expanded Motorcraft® parts offering for Ford vehicles,
one-stop-shop for quality parts – with a competitive warranty at a great
you can spend less time looking, and more time getting things done. Continental Autodiagnos Pro
mation, contact your local Ford Dealer or visit ford.ca/wholesale. www.AutodiagnosPro.com .. . . . . . . . . . . . . . . . . . . . ... 27 Ford www.ford.ca/wholesale.. . . . . . . . . . . . . . . . . . . . . . . .... 13 HotSpot www.hotspotautoparts.com.. . . . . . . . . . . . . . . . . .... 14
aft® is a registered trademark of Ford Motor Company. OmnicraftTM is a trademark of Ford Motor Company. Ford Motor Company of Canada, Limited. All rights reserved.
Liqui Moly www.liqui-moly.us. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ..... 4 Milwaukee 2020-02-06 3:49 PM www.milwaukeetool.ca.. . . . . . . . . . . . . . . . . . . . . . . . ..... 2
5x10.75.indd 1
0.75.indd
LIVE:
TRIM:
BLEED:
FOLDED:
7” x 10”
8.125” x It’s10.75” All About Opportunity
CONGRATULATIONS TO THE 8.375” x 11” PARRY AUTOMOTIVE TEAM FOR BEING SELECTED AS None JOBBER OF THE YEAR!
Cyan
Modern Sales provides its members with a diverse range of products and offers its vendors opportunities not available elsewhere in Canada.
CAR
INITIAL
None
Magenta
ACCOUNT EXEC: None
STUDIO
PROJECT MANAGER: NAPA Black PRODUCTION NA www.napacanada.com .. . . . . . . . . . . . . . . . . . . . . . . 10, 30 STUDIO: Yellow
NA A Canadian co-operative with members across the country and vendors from around the globe,
91898
PRODUCTION: Modern Sales DATE Leslie Miller CREATIVE: www.modernsales.ca .. . . . . . . . . . . . . . . . . . . . . . . . . . .... 18
COLOURS: 4C
We’re proud to have been working with Parry Automotive since 1976 and want to thank the Van Kessel family for having served on our Board for two generations.
DIELINE:
www.crpautomotive.com
Lane, Jennifer PREV. USER: Lalousis, John
CREATIVE
NGK Spark Plugs WRITER ngksparkplugs.ca. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11, 23
www.modernsales.ca
PROOFREADER
NRS Brakes www.nrsbrakes.com.. . . . .ACCOUNT . . . . . . . . . . . . . . . . . . . . . . .... 31 Plews www.edelmannelite.com.. . . . . . . . . . . . . . . . . . . . . . .... 17
electronic mechanical are owned (“Y&R Proprietary Fonts”) and/or licensed (“Y&R Licensed Fonts”) by The Young & Rubicam Group of Companies ULC. ces, and are to be used only for the execution and the completion of this job order. You are authorized to use the Y&R Proprietary Fonts in the execution oprietary Fonts shall be deleted from your systems and destroyed upon completion of this job order. You warrant and represent that you have secured er to execute our job order and will abide by the terms thereof.
Schaeffler www.repxpert.ca.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ..... 3 SS&M www.specialtysales.ca.. . . . . . . . . . . . . . . . . . . . . . . . ... 24 Transit – Agility Auto Parts Inc. www.agilityauto.com.. . . . . . . . . . . . . . . . . . . . . . . . . . ..... 8 Turnkey Media Inc. www.autoserviceworld.com.. . . . . . . . . . . . . . . . . 20, 22 Uline www.uline.ca.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ... 29 Valvoline www.valvoline.com.. . . . . . . . . . . . . . . . . . . . . . . . . . . . ... 32 Wakefield Canada www.wakefieldcanada.ca.. . . . . . . . . . . . . . . . . . . . . .... 21 w w w. a u t o s e r v i c e w o r l d . c o m
NOVEMBER / DECEMBER 2020
29
THIS PAGE IS SPONSORED BY
EyeSpy See something you’d like to share? Send a high-res image to christine@turnkey.media and let us know what you found!
Bilal Tayara, owner of Tayara Auto in Etobicoke, Ont. sent in this picture of the muffler flange on a 2000 GMC Safari. Clearly the vehicle owner was worried about losing part of his aging exhaust system before it could be repaired!
SIMPLY EXHAUSTING These DIY jobs led to some serious burnout!
It didn’t take technicians at Applewood Hills Auto Service long to find the source of “a loud engine noise” from under this vehicle. They found exhaust pipes being held together by zip ties.
Doug Gritner, owner of Doug’s Repair, in Alexis Creek, B.C. lifted this car to diagnose a lit check-engine light, and excessive gas consumption. He almost fell down laughing when he saw the O2 sensor dislodge from its spot and literally hanging over the exhaust pipe. He called the customer and had to have a conversation about how cars work.
30
NOVEMBER / DECEMBER 2020
w w w. a u t o s e r v i c e w o r l d . c o m
Frank Spencer of Spencer’s Auto in Port Aux Basque, Nfld., spotted this example of a fake duel exhaust on a Cavalier. Apparently, the owner had installed a ground effects kit with dual ports in the rear valance. “He just installed the working pipe out the left side and put this contraption on the right side,” says Frank. “I made a joking comment to the owner about his ‘dual exhaust.’ He just turned a little red.”