Jobber News
UNI-SELECT ATLANTIC CONVENTION HIGHLIGHTS • GLOBAL MARKET SHIFTS CREATE OPPORTUNITIES FOR AFTERMARKET
SEPTEMBER 2016
Serving the Automotive Aftermarket Since 1931
BRAKE TECHNOLOGY HIGH-TECH SYSTEMS INTEGRATION: WHAT YOU NEED TO KNOW
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contents | september 2016 Âť vol. 84 no. 9
Jobber News Serving the Automotive Aftermarket Since 1931
regular features
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COVER STORY
Visibility: How aftermarket products improve safety Understanding the importance of lighting and wiper maintenance service Vehicle lighting technology is changing, challenging jobbers not only to keep up with those changes, but to find ways of positioning new technologies to continue to make a healthy profit.
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OVER THE COUNTER AIA shares results of report on women in the automotive industry; Volvo plans autonomous car by 2021; Uni-Select Atlantic Convention highlights; Global market shifts create opportunities for aftermarket suppliers; Millennial car-buyers boost accessories purchases; Apple Carplay, Android Auto included in 2017 Ford lineup; Garage Gurus earn reaccreditation; Staff changes at AIA.
16 MARKET TRACKER
TPMS: A service challenge and sales opportunity for jobbers
in this issue
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MARKET FEATURE
Brake technology High-tech systems integration: what you need to know Advancements in vehicle technology have exploded over the last five years, with OEMs becoming more progressive and innovative as each model year is released.
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TPMS technology offers jobbers an opportunity to create a new profit centre provided they are willing to spend the time educating service writers and technicians on how to correctly diagnose, maintain, and replace TPMS sensors.
28 SOCIAL MEDIA 101
Top ten tips for social media success
show previews
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AAPEX 2016: The aftermarket celebrates
SEMA 2016: Hot rides and cool new products
Located once again at the Sands Expo in Las Vegas, Nevada from October 31-Nov. 3, 2016, AAPEX 2016 will bring together some 2,200 automotive aftermarket manufacturers and suppliers showcasing the latest products, services, and technologies.
Make your plans now to attend the 2016 Specialty Equipment Manufacturers Association’s annual celebration and trade show, taking place November 1 to November 4, 2016 at the Las Vegas Convention Center.
More and more these days, a social media presence is as crucial to your marketing as your company website. 32
departments 4
37 New Products 37 Marketplace Advertisers 34
Cover images: Rasica, iStockphoto.com
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UpFront How to handle a negative review on social media
Twitter: Steve Pawlett (@JobberNews) |
JOBBER NEWS / SEPTEMBER 2016 |www.autoserviceworld.com
Index
38 Money & Management
www.facebook.com/pages/AutoServiceWorldcom/244916465611841
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upfront |
with steve pawlett, editor » spawlett@jobbernews.com
Jobber News
FOUNDED 1931
HOW TO HANDLE A NEGATIVE REVIEW ON SOCIAL MEDIA
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veryone can say anything about you online. The key is how you handle it. Everyone has an opinion; that has been the status quo since the beginning of time, and that’s a fact that will stand the test of time. But the difference between now and 100 years ago is everyone has a voice online. Now, when it comes to a customer’s opinion of your shop, you hope for the best, but it’s also wise to prepare for the worst. Social media has levelled the playing field when it comes to people voicing their opinions. Everyone can If you really say anything about you, and you’ll want to try and want to do a use that to your advantage. But what if someone has an interaction with an employee who’s having a bad of managing day, or the customer themselves is having a bad day, social media, and decides to unleash their anger on your Facebook you need to or Twitter page? Do you have a plan for a negative have someone review? whose job, or If you aren’t regularly checking your social media, a portion of or haven’t delegated that job to someone, you should their job, is to start doing so. If you really want to do a good job of manage your managing social media, you need to have someone social media on whose job, or a portion of their job, is to manage your a daily basis. social media on a daily basis. Not only should you be checking your own page, you should also be looking around for what people are saying about you elsewhere. The easiest way to keep track of people talking about you or your shop is a Google Alert. Set up a few of these that could be connected to your shop and you’ll get notifications when people start chatting about your shop. To set this up, go to Google Alerts (http://www.google.com/ alerts). It’ll prompt you to type in a keyword or phrase. Be sure to include your company name in it. If you get a nasty review or comment, there is no doubt an immediate response will indicate a sense of caring about customers. It’s okay to take a little bit of time and think about a response, rather than hastily reply with no real plan – just don’t take a week to do it. It’s best to face the music if you or one of your employees made a mistake. That’s okay, it happens to the best of us. What you don’t want to do is hide in your shop while your reputation goes down the drain. Once you figure out the situation and how you’re going to rectify it, you need to be pretty clear with a statement. That’s really where social media platforms like Facebook and Twitter can help you. The basic objectives you’ll want to cover in your statement should be: Here’s what happened, we made a mistake, we apologize for that mistake, and here’s what we’re doing to fix it. Whatever you do, don’t delete the review. You could very well have a follow-up review from the same customer, who (hopefully) is now more than satisfied by how you dealt with the problem. Word-of-mouth travels fast, and online it travels much faster. Having a pre-planned game plan will allow you to respond quickly and appropriately to negative feedback, and maintain your reputation for quality customer service. JN
good job
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Jobber News is Canada’s longest-established publication serving the distribution segment of the Canadian automotive aftermarket. It is specifically directed to warehouse distributors, wholesalers, machine shops, and national accounts. Editor | Steve Pawlett (416) 510-6839 E-Mail: spawlett@jobbernews.com Contributing Editor | Martha Uniacke Breen E-Mail: mubreen@sympatico.ca Contributing Writers | Andrew Brooks, Mark Borkowski, Tom Venetis Art Director | Barbara Burrows Managing Director, Auto Div. & National Sales Kathryn Swan (416) 510-5221 E-Mail: kathryn@newcom.ca National Sales | Juan Diez (416) 510-5203 E-Mail: juan@newcom.ca Quebec & Eastern Canada Sales Director Denis Arsenault, (514) 947-7228 E-Mail: denis@newcom.ca Advertising Production Manager, Print/Digital Kimberly Collins (416) 510-6779 E-Mail: kim@newcom.ca Print Production Manager | Phyllis Wright (416) 510-6786 Circulation Manager | Lilianna Kantor (416) 614-5815 E-Mail: lily@newcom.ca Production Manager | Alicia Lerma (416) 442-5600 ext. 3588 E-Mail: alicia@newcom.ca
Jobber News is published by Newcom Business Media Inc. All rights reserved. Printed in Canada. The contents of this publication may not be reproduced or transmitted in any form, either in part or full, including photocopying and recording, without the written consent of the copyright owner. Nor may any part of this publication be stored in a retrieval system of any nature without prior consent. Canada Post Canadian Publications Mail Sales Product Agreement No. 40063170 “Return Postage Guaranteed” Send change of address notices, undeliverable copies and subscription orders to: Circulation Dept., Jobber News, 80 Valleybrook Drive, Toronto, ON M3B 2S9 Jobber News Magazine (ISSN#0021-7050) is published monthly by Newcom Business Media Inc., 80 Valleybrook Drive, Toronto, ON M3B 2S9 From time to time we make our subscription list available to select companies and organizations whose product or service may interest you. If you do not wish your contact information to be made available, please contact us.
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www.autoserviceworld.com | JOBBER NEWS / SEPTEMBER 2016
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over the counter | AIA SHARES RESULTS OF REPORT ON WOMEN IN THE AUTOMOTIVE INDUSTRY The Automotive Industries Association
(AIA) has announced the release of the highly anticipated Advancing Women in Automotive Knowledge Exchange Needs Assessment Report. The assessment report is based on the results of nationwide
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the results of the project at St. Clair College during the wrap-up of Build a Dream, a trades camp for girls aimed at exposing young women to skilled trades. John Fairley, vice-president, College Communications & Community Relations; Robert Chittim, chair, School of Skilled Trades; and Nour Hachem, St. Clair College Pre-Apprenticeship project manager and AWAKE primary researcher, elaborated on the role education plays in breaking down barriers for women in under-represented occupations, and the various initiatives St. Clair College has developed to increase the number of women pursuing skilled trade programs. The Conference Board of Canada predicts that one million skilled workers will be needed by 2020. Although many jobs will go unfilled due to the lack of skilled workers, women remain significantly underrepresented in multiple sectors, including the automotive aftermarket. AIA Canada partnered with St. Clair College to undertake the needs assessment research (survey, focus groups, analysis, and report) portion of the project, with Nour Hachem leading the work. Nour Hachem, from St. Clair College, travelled across Canada conducting focus groups to hear from women who are currently working in the automotive aftermarket sector. “A considerable body of research has provided an extensive amount of data supporting the business case for companies to diversify their workforces. This needs assessment report offers a glimpse into where we are as an industry, and provides a road map to improving the industries’ labour outlook by addressing the low representation of women in the automotive aftermarket,” explained AIA’s Daviault at the event. The needs assessment report makes four key recommendations for employers, the industry, and government. The recommendations include developing more inclusive workplace cultures; implementing proactive support measures for women employees; investing in measures to enhance public awareness of employment opportunities for women; and continued support for training and incentive programs, as well as communications programs to raise awareness and interest in the industry among women. “The needs assessment report reflects the experience of women working in the industry across Canada, and provides key recommendations that are
www.autoserviceworld.com | JOBBER NEWS / SEPTEMBER 2016
vital in supporting women in the industry. The report provides solutions to support the recruitment, retention, and advancement of women and the role each stakeholder plays in addressing the barriers. It is recommended that industry, education, community, and government work together to support women as they become better represented in the automotive aftermarket,” said Hachem. “We are here today to highlight St. Clair College’s efforts in supporting AIA and the recommendations outlined in the needs assessment report to increase the representation of women in skilled trades. Today, we bring together industry, education, government, mentors, parents, and young women to highlight the important role we all play in shifting perceptions and breaking down barriers. “We are thrilled to have young women in grades 7 and 8 exploring hands-on opportunities. More importantly, it is wonderful to see so many parents here today invested in exposing and encouraging their daughters to participate in our skilled trades camp,” Hachem continued. The project plans to offer an online portal to support networking and knowledge sharing on employment practices and professional development activities, as well as to pilot the development of a tool kit for the recruitment and retention of women in the sector. It will also provide tools to assist with succession planning and to ensure that women are represented at various levels of the industry. AIA is currently seeking volunteers to take part in two different AWAKE working groups: development of a mentorship program, and development of an online portal. “I was very pleased to see the candid feedback received from participants of the AWAKE needs assessment study. For me, it validated three major notions: that there is a wealth of career opportunities for women in the automotive sector; that there are passionate and dedicated women already working in the industry who are ready and willing to lead and mentor others; and lastly, that we have a fair amount of work ahead of us to improve working conditions for women so that they feel comfortable and secure in the workplace,” said Susan M. Hitchon, director of sales, Canada-Aftermarket, at the event. “The aftermarket sector is well positioned to take a leadership role in
promoting change and in p working to eliminate the w barriers that women face b working in traditionally malew dominated sectors. I am d pleased to say that industry leaders in the automotive aftermarket sector
have stepped up to the plate and have committed their support for this important project,” added Daviault. Download the free report on the AIA website, bit.ly/awake-needs-assessment. Join the conversation online with the hashtag #awakeAIA.
VOLVO PLANS AUTONOMOUS CAR BY 2021 Volvo has announced it plans to have a vehicle on sale that can pilot itself on highways by 2021, according to a report from Automotive News. The promise from Volvo matches BMW’s recent promise of an autonomous vehicle on sale by 2021. Volvo is also one of several automakers that have promised automatic emergency braking by 2022, and has even set a goal that no person will be killed or seriously injured in a new Volvo car by 2020. Volvo will start testing vehicles with autonomous features on the road next year with ordinary customers as drivers. Unlike BMW’s announcement with Mobileye and Intel, Volvo is still looking for partners for the project. “It’s our ambition to have a car that can drive fully autonomously on the highway by 2021,” CEO Hakan Samuelsson says. “This technology is something that as a carmaker you cannot develop by yourself.”
JOBBER NEWS / SEPTEMBER 2016 |www.autoserviceworld.com
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over the counter | UNI-SELECT ATLANTIC CONVENTION HIGHLIGHTS
Andrew Burchell, Steve Thiffault
Uni-Select Atlantic held another successful Members Convention, at the beautiful White Point Beach Resort in Nova Scotia. This scenic location on the south shore of Nova Scotia served as the backdrop for two days of meetings and social engagements. On day one, annual jobber meetings were held and ended with two informative workshops (Carrus, Uni-Forum). A beachside surf-and-turf barbecue was held on the lawn overlooking the scenic Atlantic Ocean, followed by a bonfire and entertainment.
Guy McIsaac
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On day two, jobbers met for a series of supplier presentations given by Monroe, Blue Streak, Dorman, Purezone, Exide, and 3M. In the afternoon a minitrade show was held onsite with over 50 suppliers in attendance. The Gala Dinner wrapped up the event with the Uni-
Select Member Recognition Awards, which were presented to: 1 Maritime Auto (30 years), presented to Bill Rowsell; 2 Lewisporte Auto Supplies (25 years), presented to Rex Freake, Karen Freake, and Harvey White; 3 Lunenburg Auto (25 years), presented to Ian Creaser; 4 Sangster’s Automotive (20 years), presented to Susan Sangster and Pat White; 5 Performance Edge (10 years), presented to Wes and Melanie Hubley. The following suppliers were also recognized for achieving the highest sales growth in the past year: Paint & Body: Awarded to 3M, accepted by Andrew Burchell and Steve Thiffault. Non-Application Parts Category: Awarded to Grote, accepted by Guy McIsaac. Application Parts Category: Awarded to Mevotech, accepted by Eric Allen. The Uni-Select Atlantic Division membership voted to recognize the top three regional sales representatives for outstanding support: Keith Mitchell, Blue Streak; Roy Shannon, ZPS Sales Agency; Stephen Stockdale, J.D. Coyle Sales Agency. Finally, the division’s highest honour, the Award of Excellence, was presented to DNS in recognition of its outstanding accomplishments in fill rate, lead times, product support, and inventory management. Stephen Stockdale accepted the award on behalf of DNS.
www.autoserviceworld.com | JOBBER NEWS / SEPTEMBER 2016
over the counter | GLOBAL MARKET SHIFTS CREATE OPPORTUNITIES FOR AFTERMARKET SUPPLIERS The global demand for quality
automotive aftermarket products from North American suppliers has never been greater, and the importance of international business is continually growing. According to the 2016 World Automotive Market Report, published annually by the Automotive Aftermarket Suppliers Association (AASA), global growth markets are shifting and opening more opportunities for North American aftermarket suppliers to advance their business. The report reveals that the industrialized regions of the world experienced a slower compound annual growth rate (CAGR) of vehicles in operation (VIO) during the 10-year period from 2005 to 2015. The Asian region recorded the biggest CAGR increase
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Within the fastest growing region of Asia, China overwhelmingly registered the largest CAGR at
27.4% worldwide at 9.6%. The Middle East was second at 7.5%. Central/South America and Africa tied for third at 5.8%. By contrast, the growth rate in Western
Europe from 2005 to 2015 was 1.4%, and North America grew just 1.2%. Mexico recorded the largest growth rate in North America at 6.7%; Canada grew 3%, and the U.S. CAGR for the period was 0.6%. Within the fastest growing region of Asia, China overwhelmingly registered the largest CAGR at 27.4%. In addition to China, Asian region countries included in the report are Burma (Myanmar), Hong Kong, India, Indonesia, Japan, Malaysia, the Philippines, Singapore, South Korea, Taiwan, Thailand, and Vietnam. Global business can provide companies with a larger and more diverse customer base, open doors for overseas manufacturing and distribution, gain market share in less competitive countries and give manufacturers a broader view of the industry. But access to reliable, accurate data is crucial to making the best possible decision. The AASA World Motor Vehicle Market Report, celebrating its 80th edition this year and produced with IHS Automotive, has been revised to provide insightful analysis. It contains passenger car and truck information regarding vehicles in operation, production, and density for regions throughout the world, including Africa, Asia, Central and South America, Central Eastern Europe, Middle East, North America, Oceania, and Western Europe. The report is available to AASA members at no cost. Nonmembers can receive information about purchasing the report by e-mailing info@ aftermarketsuppliers.org.
www.autoserviceworld.com | JOBBER NEWS / SEPTEMBER 2016
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CATALYS LUBRICANTS 7483 Progress Way Delta BC V4G 1E7 Toll Free: 1 (855) 946-4226 catalyslubricants.ca
NORTHERN METALIC SALES (GP) 9708-108 St. Grande Prairie AB T8V 4E2 Tel: (780) 539-9555 northernmetalic.com
HUSKY ENERGY CORPORATION 707-8th Ave. S.W. Calgary AB T2P 1H5 Tel: (403) 298-6709 huskyenergy.ca
UFA 4838 Richard Rd. S.W. Suite 700 Calgary AB T3E 6L1 Tel: (403) 570-4306 ufa.com
CHRIS PAGE & ASSOCIATES LTD 14435-124 Ave. Edmonton AB T5L 3B2 Tel: (780) 451-4373 chrispage.ca
RED-L DISTRIBUTORS LTD 9727-47 Ave. Edmonton AB T6E 5M7 Tel: (780) 437-2630 redl.com
49 NORTH LUBRICANTS 1429 Mountain Ave., Unit 2 Winnipeg MB R2X 2Y9 Tel: (204) 694-9100 Fax: (204) 775-0475 49northlubricants.com
CASE ’N DRUM OIL INC 3462 White Oak Road London ON N6E 2Z9 Toll Free: 1 (800) 265-7642 www.cndoil.ca
TRANSIT LUBRICANTS LTD 5 Hill St. Kitchener ON N2G 3X4 Tel: (519) 579-5330 transitpetroleum.com
R. P. OIL LTD 1111 Burns St. East Unit 3 Whitby ON L1N 6A6 Tel: (905) 666-2313 rpoil.com
CREVIER LUBRIFIANTS 2320, Rue de la Métropole Longueuil (QC) J4G 1E6 Tél : (450) 679-8866 crevier.ca
NORTH ATLANTIC REFINING LTD 29 Pippy Place St. John’s NL A1B 3X2 Tel: (709) 570-5624 northatlantic.ca
over the counter | MILLENNIAL CAR-BUYERS BOOST ACCESSORIES PURCHASES Auto accessories are a
burgeoning business for jobbers, and the return of the 18-34 Millennial buyers to the new auto purchasing landscape could catapult growth even more, according to Foresight Research, publishers of the annual Channel Immersion and Perspectives Study (CHIPS) among new auto buyers. “Millennials jumped from a five-year low of 10% of new auto buyers in the 2014 CHIPS study, up to 20% in 2015,” says Nancy Walter, VP business development at Foresight Research. “About four in 10 new car buyers purchase any accessories, but well over half (54%) of 18-34-year-olds individualize their vehicles with accessories.” These younger buyers also spend a lot more
on accessorizing. The average Millennial new car buyer already spent/intends to spend $1,216 in accessories, which is almost 50% higher than the average buyer and over 70% higher than the average Boomer buyer. The CHIPS study also defines a group of Accessorizers as those who spent or plan to spend $250 on accessories in the first two years of ownership. The Millennial Accessorizers spend a whopping $2,220 on accessories on average. “Since buyers recently purchased their vehicle, we ask about accessories that they already have on the car, as well as those they intend to purchase within the first two years of ownership. About half of anticipated Millennial spending is already spent and the other half is planned, while Boomers have already spent over 70% of their anticipated total accessory purchases with only 30% planned in the first two years after purchase.” All in all, accessories represent a great opportunity for Millennials to convey their individuality – and for accessory makers and aftermarket shops to grow sales.
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Ford has announced that Apple Carplay and Android Auto will be offered on all 2017 model year vehicles, in addition to SYNC 3. Drivers will be able to use Carplay to get directions optimized for traffic, make calls, send and receive messages, listen to music, and use Siri. Android Auto will allow drivers to make Google voice searches, use Ford will push out its Sync 3 maps, music, and more. SYNC 3 system to all 2017 models of features new hardware and software its vehicles, which will make with a faster and more intuitive them compatible with both interface. It will be able to access apps Apple CarPlay and Android such as Spotify, Pandora, Ford PASS, Auto. AccuWeather, and AAA member services. Ford said it would use over-the-air updates via Wi-Fi in the future to keep the technology platforms up to date. The Escape, Fusion, Mustang, and Explorer are already available as 2017 model-year vehicles. The F-150, Focus, Edge, and Super Duty trucks will arrive later this year. According to Jeffrey Hannah, North America director for global automotive technology research firm SBD, “Ford’s promise that every new model now ships ‘Smartphone-ready’ is huge. Ford is not taking the traditional approach of introducing Apple CarPlay and Google Android Auto on a few piecemeal models or as an expensive option on luxury vehicles only. The guesswork for consumers is over: if you buy any 2017 Ford vehicle with SYNC 3, you drive off the lot with both of these innovative technologies ready to go.”
www.autoserviceworld.com | JOBBER NEWS / SEPTEMBER 2016
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over the counter | Staff Changes at AIA Canada Jason Kerr, director of government relations for AIA Canada, has left the association. Jason started with AIA in March of 2012. At the time, he not only had the responsibilities of building a GR presence for the association, but he also managed communications and market research. Over the course of his years with AIA, Jason was instrumental in putting AIA Canada on the map with various levels of government. He kept AIA relevant and top of mind with elected officials and policy makers across the country. He specifically kept AIA Canada connected to leaders in innovation and telematics within North America, and was instrumental in making the link between policy and research for the association. In the interim France Daviault, senior director of industry relations, will ensure that all projects, connections, and relationships with key government stakeholders and the AIA government relations committee are kept active while a replacement plan is identified.
GARAGE GURUS EARN CASE REACCREDITATION, MULTIPLE COMMENDATIONS Garage Gurus, Federal-Mogul Motorparts’ technical education platform for technicians and other front-line professionals in the North American auto care industry, has been reaccredited to Continuing Automotive Service Education (CASE) standards by the Automotive Training Managers Council (ATMC) and National Institute for Automotive Service Excellence (ASE). Federal-Mogul Motorparts, which initially earned CASE accreditation in 1998, also earned several commendations from the accrediting team, who described the company’s commitment to training as “exemplary” in its most recent reaccreditation. CASE is a voluntary standard developed to help ensure training programs – including course development, instructors, facilities, and related resources – are consistent with industry best practices. ATMC administers the accreditation process, which includes a self-assessment and onsite reviews by an evaluation team. Accreditation is granted by ASE based on the findings of the evaluation team. The ATMC team issued several commendations
following its evaluation of the Garage Gurus program, including congratulating Federal-Mogul Motorparts for its commitment of “time, personnel, and money to expand their training centres, introduce online training, enhance tech hotline service, and add tech vans. They have significantly raised the bar for others.” Another commendation read, “The instructor hiring and interview process is one of the best documented, and the most stringent that I have seen. The net result is being able to hire instructors with a high level of technical expertise and very good presentation skills.” “We would like to congratulate Federal-Mogul Motorparts on the success of their training initiatives,” says David Milne, president, ATMC. “As automotive technologies continue to rapidly evolve, so must the knowledge and skills of today’s automotive service technicians. The Garage Gurus program is clearly leading that evolution and setting new standards of training excellence in the auto care industry.”
Federal-Mogul Motorparts’ “Tech First” Initiative now reaches thousands of North American automotive service locations.
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www.autoserviceworld.com | JOBBER NEWS / SEPTEMBER 2016
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WHICH BRAKE PAD STOPS YOU UP TO 50 FEET SOONER?
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market tracker | sales trends
SERVICE CHALLENGE AND SALES OPPORTUNITY
TPMS
technology offers jobbers an opportunity to create a new profit centre, provided they are willing to spend the time educating service writers and technicians on how to correctly diagnose, maintain, and replace TPMS sensors. TPMS technology is a common feature on most vehicles sold today and, like most other modern vehicle systems, it requires regular maintenance. One key fact jobbers need to remind service writers and technicians about is that TPMS sensors are not invincible. The impression amongst some is that because the systems are part of a vehicle’s tire system, a TPMS sensor is somehow 16
immune to wear and tear. The truth is that TPMS sensors can be damaged by potholes, curbs, and even just poor road conditions; and their batteries can, and do, run down over time. “The highest [cause] of TPMS sensor failure is a damaged valve stem,” says Continental Automotive Systems Inc. associate product manager Lindsay
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Education is the best weapon in diagnostics. Jobbers play a crucial role in the automotive industry by understanding the products they supply and passing on important information from product suppliers.
”
– JOHN OTIS, SENIOR SERVICE ENGINEER, DENSO
www.autoserviceworld.com | JOBBER NEWS / SEPTEMBER 2016
Photo: MorePixels – iStockphoto
TPMS
Smith. “Contact with a curb or road debris is the leading cause of these failures. TPMS sensors manufactured by original equipment manufacturers contain high-quality batteries engineered to last approximately seven to 10 years of normal driving.” Steve Vyn, director of sales and marketing with Ken-Tool, agrees that jobbers need to remind service writers that batteries have a limited lifespan. But there are other factors jobbers can remind service writers and technicians about that will impact the life of the batteries. “Battery life can vary upon miles driven and use. Cold temperatures can diminish battery life, as can extreme heat. The other areas that can cause TPMS failures are when fixing a flat and some in-tire sealants. Manufacturers do claim their
BY TOM VENETIS
products are TPMS-safe, but I have seen sensors fail because of the internal tire sealants. “By far, the failure point we are most familiar with is on the aluminum stem sensor. This aluminum sensor is popular because it can sustain higher speeds than a snap-in sensor. Aluminum is lightweight, and doesn’t need as much counterbalancing. [However], it is a poor choice due to its lack of corrosion resistance. Moisture, heat, and dirt all contribute to the crumbling of these aluminum stems.” John Otis, senior service engineer with Denso, says that while sensors can fail for any number of reasons – faulty sensor
registration, corrosion, wiring, ECU issues, or even a bad sensor – the most important concepts for jobbers to understand are how TPMS works, and the proper way to diagnose issues. “Education is the best weapon in diagnostics,” Otis says. “Jobbers play a crucial role in the automotive industry by understanding the products they supply and passing on important information from product suppliers.” Otis outlines a common scenario with TPMS sensors: A six-year-old vehicle comes into a shop for its first set of new tires, and it has 100,000 kilometres on it. The service personnel and technicians
should advise the owner that all the TPMS sensors should be replaced. Why? “Because the average battery life for a TPMS sensor is less than 10 years [and] chances are the vehicle won’t make it through its second set of tires without a sensor battery failure causing the TPMS light to illuminate. Also, always remember to follow best practices, such as ‘test before you touch,’ to identify pre-existing problems, to evaluate system functionality before and after sensor replacements.” Continental’s Smith agrees that jobbers need to remind technicians to do regular diagnostic checks and inspections on continues on page 18
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“
Replacing the sensor kit hardware during all tire service work helps maximize the life of the sensor, which is more expensive to replace. TPMS sensors only require replacement if the sensor is damaged or the battery has failed.
”
– LINDSAY SMITH, ASSOCIATE PRODUCT MANAGER, CONTINENTAL AUTOMOTIVE SYSTEMS INC.
TPMS sensors and stems, and not wait for the TPMS light to go on. “Most major TPMS scan tools can evaluate the operating condition of the sensors within the tire without dismounting the tire from the wheel,” Smith continues. “Check to see if the valve system caps are in place, to keep moisture and road grime away from the valve core. Replacing the sensor kit hardware during all tire service work helps maximize the life of the sensor, which is more expensive to replace. Service kit hardware may vary based on application, but can include hex nuts, washers, seals, valve cores and caps, and metal or rubber valve stems. TPMS sensors only require replacement if the sensor is damaged or the battery has failed.” Ken-Tool’s Vyn recommends that jobbers remind service writers that technicians need to be careful when changing or rotating tires. It is still too common for perfectly good sensors or stems to be damaged by a simple tire change or replacement. “Technicians will sometimes attempt to save time by not removing the TPMS sensor when mounting a replacement tire on the wheel, and the tire machine will catch the sensor and cause it to break. Corrosion at the clamp nut can make sensor removal difficult, and you do risk damage to the sensor if you attempt to remove a frozen clamp nut.” Jobbers should also make sure service operations have the latest scan tools on hand to properly diagnose TPMS issues; and to help in performing correct re-learn procedures when sensors are replaced, when tires are rotated, and when new sensors have replaced older or failed sensors. This is a great opportunity to make sure that a jobber’s client has the 18
right tools, and if they don’t, to make sure you get them the right tools. “For direct TPMS systems, performing the incorrect vehicle re-learn procedure, or not performing the re-learn at all, is the number-one mistake service technicians should avoid, no matter what type of sensor is being installed,” says Continental’s Smith. “Make sure a shop has a TPMS scan tool capable of performing re-learns, and keeping the software updated is key to accurately servicing TPMS sensors and saving time in the shop.” Denso’s Otis again puts the emphasis on the need for jobbers to educate service writers and technicians on the correct re-learn procedures. The biggest mistake jobbers can help them avoid is thinking there is just one way for performing a re-learn procedure. “All vehicles are not the same when it comes to TPMS service procedures,” Otis says. “Best practices call for technicians to take a few minutes to review the TPMS service procedures for the vehicles they are not familiar with, prior to beginning service. Other common mistakes include using outdated tool software and not diagnosing systems before replacing sensors, and not re-learning new sensor IDs to the vehicle ECU.” Not doing this can result in shops returning replacement sensors to the
jobber that are in fine order but are mistakenly thought to be defective, because the technician was not able to diagnose a problem correctly and then properly install and re-learn the vehicle’s system. “If a particular shop has an abnormal rate of returns, the jobber may want to review these concerns with the shop owner and identify solutions. Jobbers can also help service technicians avoid mistakes by encouraging them to update software monthly, train staff in TPMS best practices, and acquire the Tire Industry Association re-learn chart and tools needed to perform relearn procedures on all vehicles.” While educating service staff is important, jobbers need to stress that service writers have to step forward and educate vehicle owners about TPMS. Many do not know what these systems are, how they operate, and what to do when a TPMS light goes on in the vehicle. “Make sure the customer knows what the TPMS warning light means,” says Ken-Tool’s Vyn. “Many have not seen it and don’t know what the warning light even means. And if they do, they don’t understand how an under-inflated tire impacts all performance categories: braking, acceleration, fuel economy, and handling.” “Service writers can help vehicle owners understand the difference between a MIL illumination due to low tire pressure versus a TPM system fault,” says Continental’s Smith. “If the MIL illuminates solid, the pressure in one or more of the tires has dropped 25% or more below the vehicle manufacturer’s recommended tire pressure, shown on the door jamb placard. In this case, the affected tire(s) should simply be inflated to the placard pressure as needed. If the MIL flashes for 60 to 90 seconds and then stays on solid with this sequence repeating upon future vehicle starts, there is a system fault. In this case, the owner should promptly take the vehicle to a service centre, as one or more of the sensors could be damaged, have a dead battery, or there could be something interfering with the communication between the sensor and the receiver.” JN
www.autoserviceworld.com | JOBBER NEWS / SEPTEMBER 2016
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market feature | brake technology
HIGH-TECH SYSTEMS INTEGRATION
whatNEED
YOU
TO
A
dvancements in vehicle technology have exploded over the last five years, with OEMs becoming more progressive and innovative as each model year is released. With the surge in additional electronic sensors that have been added to monitor or control all the different aspects of the vehicle, the potential increases for a sensor to fail and affect drivability. Brake systems have followed the same progression, starting with Antilock Brake Systems and Traction Control Systems, to newer systems like Electronic Stability Control and Emergency Brake Assist. Each of these systems has its own function, but are all integrated to maximize braking in any situation or road condition when operating at full potential. We need to take a more in-depth look at these systems to understand how traditional auto repair is in transition from manually replacing brake pads and rotors to progressing to fully diagnosing a brake system. ABS and traction control systems first 20
appeared on vehicles in the early ’70s. Over time they have become lighter, smaller, and more precise, to be quicker at reacting to the vehicle’s feedback from the road. It was required on all new vehicles in Europe in 2004, and in the United States in 2012, in conjunction with Electronic Stability Control. A subtle advancement in ABS was the conversion from mechanical brake force proportioning valves, typically located on a rear axle, to electronic brake force metering that is more precise and can more evenly distribute braking. ABS can vary from a simple one-channel/one sensor system to a standard four-channel/ four sensor system. With additional sensors there are additional components, as well as hydraulic valves that move in microseconds to open and close. One preventative maintenance practice that is underutilized is the brake fluid flush. Vehicles are being driven more miles, and vehicle age is increasing year over year. This increase in mileage and
vehicle age means technicians should be regularly testing the brake fluid for copper (with test strips) in addition to moisture content, using electronic testers. Moisture absorbs into brake fluid in a brake system at an increased rate in areas of high humidity and can reduce its boiling point and furthermore, effectiveness. If copper is present, it is a sign that the corrosion inhibitors that are in the brake fluid have degraded. This is because the internal side of the brake line is coated with copper, and when the brake fluid goes through thermal cycling, over time the glycol that is present will react with the copper when the corrosion inhibitors have lost their effectiveness. The copper elements flowing through the brake system will corrode the hydraulic valves in the ABS system, causing them to be stuck open or closed. Keep in mind, ABS regulates the pressure to each wheel. When a valve is stuck in a position, it can appear that you have a downstream issue like a caliper failure, when it is much more than
www.autoserviceworld.com | JOBBER NEWS / SEPTEMBER 2016
Photo: Felix Alim – iStockphoto
KNOW
BY NICK VIVEIROS
“
One preventative maintenance practice that is underutilized is the brake fluid flush. Vehicles are being driven more miles, and vehicle age is increasing year over year. This increase in mileage and vehicle age means technicians should be regularly testing the brake fluid for copper (with test strips) in addition to moisture content using electronic testers.
that. You should recommend replacing the brake fluid as it approaches 200 PPM (parts per million) of copper. Electronic Stability Control was made mandatory in 2012 for all new vehicles in the United States. This, coupled with ABS and TCS, allows the vehicle to be constantly monitoring vehicle rotation, vehicle deceleration relative to wheel deceleration, and braking force. ESC adds additional components such as the Yaw Sensor, Steering Angle Sensor, and Lateral Acceleration Sensor. It can control brakes individually and reduce engine power, as well as control suspension dampening. When diagnosing Electronic Stability Control issues, always check and repair any check-enginelight trouble codes first, then continue with diagnosis on the ESC. This step is necessary due to the fact that other systems are now tied into the braking system. Two of the most common issues with ESC are a software issue and Yaw Sensor failure. For software issues, there has been a substantial amount of recalls or Technical Service Bulletins relating to recalibration or software updates to the Electronic Stability Control. It is recommended prior to a test drive to check for any TSBs or recalls that would affect the ESC. The other potential issue is the Yaw Sensor, which is mounted typically in the centre of the vehicle, whose job is to constantly monitor the vehicle’s angular velocity along its vertical axis. When the Electronic Stability Control sees a discrepancy in degrees from the Steering Angle Sensor and Yaw Sensor, it will adjust engine power and apply the appropriate brake or brakes to put the vehicle back on its intended path. It is constantly trying to adjust to the driver’s reaction to an oversteer or understeer condition during a braking sequence that
JOBBER NEWS / SEPTEMBER 2016 |www.autoserviceworld.com
has caused the vehicle to go off its intended path. The two reasons for a malfunctioning Yaw Sensor are not being securely mounted or liquid being spilled on it, since it is located near the cup holders. Wheel speed sensors and electronic parking brakes have also changed dramatically. Wheel speed sensors are a component that has evolved within brake systems. There are two types of sensors: passive and active. It is important to understand which type is on the vehicle, because the diagnosis process is very different. The passive sensor relies on a toothed wheel; they are larger sensors and less precise than active sensors, and don’t display a reading until the wheel has reached a minimum speed. Most new vehicles are using active wheel speed sensors, which come in two types: a Hall effect sensor (a transducer that varies its output voltage in response to a magnetic field), or magneto resistive sensor, which is more precise but more expensive. Magneto resistive sensors typically are three-wire sensors, but some manufacturers have moved to a twowire with the mounting hole being the ground, so don’t be fooled as they can appear to be a passive sensor. In some cases a multi-polar ring is integrated into a press-in style bearing. False activation can occur from sensor or wire damage, excess corrosion on the sensor mounting surface, a tooth wheel crack, or a missing tooth. Cleaning the mounting surface of the sensor to remove any corrosion and lightly applying silicone lube will help slow down future rust. Previous-generation parking brakes, which were activated by a foot pedal or hand lever, are slowly disappearing and being replaced with Electronic Parking Brake systems. There are two main styles, both of which are operated by a button 21
market feature | brake technology
“
When diagnosing Electronic Stability Control issues, always check and repair any check-engine-light trouble codes first, then continue with your diagnosis on the ESC. This step is necessary due to the fact that other systems are now tied into the braking system.
”
similar to a window open/close button. The first, which can be seen on the Buick LaCrosse, Cadillac SRX, and Lexus LS460, use a motor that pulls on cables, removing the large lever that would be in the centre console. The second style is a cableless system, using a motor on the rear brake caliper system that engages the parking brake when the button is activated or when the vehicle is parked on a slope. These systems, depending on the manufacturer, can self-adjust as the brake pad wears. It is also very important that you read the service procedure, since each has a specific process for releasing the motor in addition to adjusting or reinstalling the brake system after brake pad/rotor replacement. These motors can be high draw, and can engage/extend the piston when sensing a door is open, so exercise caution when working on these systems. New technology is always being released on vehicles. Here are some of the current systems:
you if you put your turn signal on while a vehicle is in your blind spot, as well as vibrate your seat. Advance systems will apply brakes to bring you back to your lane if you are drifting into another lane. Adaptive Cruise Control. When cruise control is set, it uses the space between your vehicle and the vehicle in front to reduce speed until minimum distance is achieved, then reverts back to original cruise control set speed. Fatigue Assist. Monitors the driver’s eye movement and alertness. It can pulsate the brakes. Brake Fade Compensation. Increases
hydraulic pressure as brake temperature increases. Cross Wind Assistance. Yaw sensor
detects lateral wind gusts and applies selective lateral braking to keep the vehicle in its lane driving straight.
Hill Start Assist. Vehicle senses when it’s
on a slope and maintains brake pressure after foot is taken off brake pedal for two to three seconds. Brake Drying. Windshield wiper rain sensor moves the pads closer to the rotors; some systems will occasionally sweep the rotor to dry it.
Pedestrian Detection. The system can
detect the shape of a person to avoid hitting a pedestrian crossing the road, using the camera system and in some cases the radar system. There are some limitations to this system to come to a complete stop, such as vehicle speed, minimum person’s height, and if person is carrying a large object that distorts their shape.
Self-Parking. Engages/disengages brakes
as it is parking the vehicle. Backup Brake Assist. All 2018 vehicles
are required to have backup cameras; this system uses brakes when something is detected while backing up. Blind Spot and Lane Departure. As a vehicle is passing in your blind spot, an icon on the outside mirrors shows an alert. Some systems will audibly alert
22
The evolution of ABS, TCS, and ESC is to provide a brake assist system which gives the vehicle the ability to deploy emergency braking if it senses an impending collision. Additional components like radar and cameras allow the vehicle to predict and avert a collision, in addition to reducing the impact through braking. TV commercials for Hyundai, VW, and Subaru have aired recently to inform the consumer of this
safety feature. In many cases, the vehicle is using predictive braking to move the brake pads closer to the rotor, to speed up response. The vehicle, depending on the manufacturer, will alert the driver of the potential collision through any one or a combination of brake pulsation, audible message, seat vibration, seat belt tightening, and steering wheel vibration. Self-driving vehicles also use autonomous braking, currently being tested in Stratford, Ontario, and Phoenix, Arizona, this year. As ABS, TCS, and ESC have progressed, OE/OES parts quality improvements in the manufacturing processes have allowed for longer life, which makes it imperative to educate the customer on preventative maintenance to allow those components to last the length of time they were designed for. These sophisticated systems need to be able to move freely and quickly, so as technicians, we need to explain why a brake lube slider service should be performed annually along with brake fluid flushes when required. Also, when it comes time to replace components, encourage the consumer to invest in improved components like coated rotors as well as coated calipers to extend the life of those parts, especially in areas of road salt use. One future system that is currently being tested is vehicle-to-vehicle communication. Test vehicles have twoway devices that exchange short-range radio communications (75Mhz to 5.9Ghz spectrum) up to 10 times per second to other vehicles with the same technology, to alert the driver of potential accidents ahead, traffic, or to increase reaction time for emergency braking. It has been in testing in Ann Arbor, Michigan, since 2012, and it will be tested in six additional cities by the NHTSA. The main benefit to this system is it can communicate up to 300 meters ahead and around objects. Clearly, advancements in braking technology will continue to provide both challenges and opportunities to jobbers and auto repair shops in the near future. JN Nick Viveiros is Business Development Manager OE/OES for Brake Parts Inc.
www.autoserviceworld.com | JOBBER NEWS / SEPTEMBER 2016
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cover feature |
V
Photo: Rasica – iStockphoto
ehicle lighting technology is changing, challenging jobbers not only to keep up with those changes, but in finding ways to position new technologies to continue to make a healthy profit. Probably the biggest change right now for many jobbers is the emergence of LED and HID lighting. Once a feature only seen on high-end vehicles, these new lighting technologies are now becoming more common on mid- and entry-level vehicles. While that trend is certainly continuing, that does not mean that jobbers should take their eyes off traditional vehicle lighting replacement technologies. LED and HID technologies are now just one in a mix of replacement aftermarket technologies jobbers will need to keep at the ready, and the number and types of each will be determined by market forces: mainly, what vehicles are on the road now and what will be coming in the future. “The U.S. market is mainly halogen headlights, and will be for the foreseeable future,” says Brian Noble, marketing manager with Sylvania Automotive Lighting. “Approximately 90% of today’s cars use halogen headlights as the low
24
www.autoserviceworld.com | JOBBER NEWS / SEPTEMBER 2016
BY TOM VENETIS
UNDERSTANDING THE THE IMPORTANCE CE OF LIGHTING AND AND AINTENANCE SERV VIC CE WIPER MAINTENANCE SERVICE
David Maas, general manager, lighting and batteries, Federal-Mogul Motorparts, agrees that how jobbers position lighting products will be strongly influenced by vehicle specifications and owner preferences. “Federal-Mogul Motorparts is in the replacement lighting business, providing premium lighting products for hundreds of vehicle applications,” Maas says. “We provide replacement lighting that is optimized for each vehicle’s specifications. We’re not in the business of changing those specs; we maximize performance within OEM design. We closely follow OE trends in designs, and as the vehicle market adjusts, we will add new offerings.”
beam, and a higher percentage use halogen as the high beams. HID has been the upgrade of choice for the last 15 years, but with the improvement of LED technology, that trend is shifting. With the average age of vehicles over 11.5 years, that 90% of halogen headlights will last a long time.” Aubry Baugh, marketing communications manager with Lumileds, founded by Philips, agrees that jobbers are not expected to see dramatic shifts from halogen lights to newer LED and HID any time soon. The shift is subtler, with LED technology appearing in greater frequency right now as accent lighting on vehicles. “With the exception of a wide range of bulb applications for interiors, exteriors, fog, and signalling, which are available in LED, there is very little shift from halogen to HID and LED for headlight replacements. For headlight bulbs, the type of bulb the vehicle manufacturer originally installed typically dictates the replacement. If the vehicle is equipped with halogen, the replacement is halogen. Same goes for vehicles equipped with HID or LED systems. Some sealed beam headlights, however, can be replaced with LED upgrades, but the applications are limited.”
Sales opportunities So how should jobbers position replacement lighting technology? For one thing, jobbers can emphasize how much better a lot of aftermarket lighting technologies are compared to what often comes on vehicles. A study published in March by The Insurance Institute for Highway Safety (IIHS) in the United States found very few headlights that come with vehicles straight off the production line rated highly in a series of tests meant to measure light from both low beams and high beams, when the vehicle was driven on five different approaches. These included travelling straight, sharp left turn, sharp right turn, gradual left curve, and gradual right curve. The study has proved controversial amongst some makers of vehicle lighting technologies, who questioned how the evaluations were done and how comparisons were drawn between different vehicles. “In my opinion, the report misleads a bit,” says Alfredo de la Vega, vice-president, product management and marketing, North and South America, Hella Inc. “All the vehicles in the analysis feature headlights produced by different companies, and all those lamps are SAE approved, which is not mentioned in the study. This means
JOBBER NEWS / SEPTEMBER 2016 |www.autoserviceworld.com
“
When it comes to headlight performance, many consumers should know that there are a variety of choices available on the market to help suit their individual needs.
”
BRIAN NOBLE, MARKETING MANAGER, SYLVANIA AUTOMOTIVE LIGHTING
25
cover feature | visibility the lamps comply with the minimum U.S. standards. Also, there is no mention on the test about the aiming of the lamps, when even the air pressure in the tires can affect one or two degrees on the aiming.” Still, most agreed that jobbers do have an opportunity to educate service writers and technicians on the need to perform regular checks on vehicle lighting and to push for regular replacement of lights. Most vehicle owners don’t realize that lights need to be changed regularly, and that over time lights begin to diminish in their ability to provide proper illumination when driving. Think of lights like motor oil: Just as motor oil needs to be inspected and changed, so do lights. “The advice is to recommend to consumers to check the
tips
FOR DIAGNOSING WIPER PROBLEMS STREAKING. Caused by dry rubber that has hardened and cracked. Streaking can also be caused by tree sap, road tar, and other foreign substances on the blade rubber. CHATTERING. The chattering sound the blade makes as it passes across the windshield is caused by the “permanent set” or “curve” in the rubber that some wiper blades develop while they are not being used. WORN RUBBER. General rounding of the wiping edge, caused by age, is a sign it’s time to replace your windshield wiper blades. SPLIT RUBBER. A condition found on blades that are old, or may be due to the effects of the sun’s ultraviolet rays on the rubber. BENT REFILL OR WIPER FRAME. Ice scrapers, automatic car washes or vandalism can bend the wiper refill or wiper frame. Tips provided by Trico.
26
aiming of their vehicle’s headlights and replace bulbs once a year,” says Hella’s Alfredo de la Vega. Federal-Mogul’s Maas agrees that regular inspection of vehicle lights needs to be encouraged by jobbers, as regular inspections offer the surest means to find sales opportunities. “Inspections are important to determine if all the lights are operating as they should,” Maas says. “Inspections can lead to lighting alignment service opportunities, when lights may be working but are not [operating] at optimal performance.” When an issue is discovered and the opportunity presents itself to convince a vehicle owner to change their lights, jobbers now have an opening to push higher-quality aftermarket replacement lights. Many aftermarket lights are as good or better than the original lights that came with the vehicle. But this can only happen, says Sylvania’s Noble, if jobbers take the time to explain this to service writers and technicians, and to push regular inspections of lighting. “Most drivers don’t realize they have a choice when it comes to the headlights on their cars,” adds Noble. “When it comes to headlight performance, many consumers should know that there are a variety of choices available on the market to help suit their individual needs. For instance, there are options available that offer brighter down-road visibility, and whiter light, which improves contrast and helps drivers distinguish objects on the side of the road better than standard headlights. “This also creates the opportunity to discuss headlight aiming issues, since a headlight can come out of alignment just like wheels, and for the same reason. Headlights can be aimed easily and should be checked. Poorly aimed headlights are either aimed low, putting light in the wrong spot on the road, or aimed high, potentially blinding oncoming traffic.” Jobbers also need to be aware that when it comes to replacements, while one might want the counterperson to push higher-end replacements, it is not possible to do so every time. Counter staff need to know the make and model of the vehicle in order to see what lighting
the vehicle is supposed to use and which aftermarket replacements the vehicle can use. Attila Kurthy, global product manager, automotive, with GE Lighting, says jobbers have to “use the same type of lamp or its premium version. All exterior lamps have to have DOT certification. Headlamps are designed with a certain bulb type; therefore, other types will not fit into them.” “Lighting applications are vehiclespecific,” adds Lumiled’s Baugh. “The headlamp housing and wiring connections are designed to accept a specific bulb type. The best way to determine the type of bulb a vehicle requires is to look up the application by year, make, model, and type of headlamp.” Baugh says there is a simple formula for jobbers to follow when it comes to selling aftermarket lighting replacements. “Better lighting makes nighttime driving safer and more comfortable, and upgrade headlight bulbs make lighting better. So while our message is very basic, it serves as a strong selling point: ‘Put more light on the road and you’ll put more cash in your pocket.’ This applies to jobbers as well as their service shop customers. “Vehicle lighting is one of the most underperformed maintenance services. Just like wiper blades and tires, headlights wear out and get dim over time. To make matters worse, drivers become accustomed to the reduced lighting and fail to mention it to their technician when they bring their car in for service. Jobbers should be aware that proper lighting maintenance with upgrade headlight bulbs could create valuable opportunities for extra shop profits and help boost driver safety at the same time. Upgrade lighting also commands a higher price, and that means both the jobber and the shop can earn a higher margin.” Sylvania’s Noble offers another sales tactic that jobbers can pass onto service writers. “Simply ask the vehicle owners, ‘Do you want to see better or do you want your car to look better?’ This question leads the conversation to products designed for better down-road vision, or whiter, more stylish lights. It is the driver’s personality that determines what they choose.” Hella’s Alfredo de la Vega adds one
www.autoserviceworld.com | JOBBER NEWS / SEPTEMBER 2016
R E P L AC E M E N T A S S E M B LY
“
A study by The Insurance Institute for Highway Safety (IIHS) in the United States found that very few headlights that come with vehicles straight off the production line rated favourably in a series of tests that measured light from both low beams and high beams, when the vehicle was driven on five different approaches.
REAL. AUTHENTIC.
RIGHT.
”
more caveat for jobbers to remember when recommending a replacement. “Any retrofit will make the lamp have different light values. In some states and provinces, this is not allowed. We always recommend to use products from wellknown brands, use products similar to the original, and in the case of upgrades, make sure the technical side will provide a real upgrade. For example, many bulbs out there state a higher number of Kelvin degrees, but this only means a different colour, not a more powerful light.” Wiper positioning, for increased sales Wipers are a bread-and-butter product for many jobbers. They are a reliable seller, if not a very glamorous one. Still, jobbers can position wipers to be a more premium product amongst service writers and technicians. The first thing to remember is that the majority of new vehicles today are now coming equipped with premium wiper technology as a standard feature, often high-end hybrid and beam blades. Joe Cirino, product manager with FederalMogul Motorparts, says that aftermarket wiper makers have followed suit, putting greater emphasis on premium wiper technology. “The market for premium wiper technologies is growing,” he adds. “The market is moving towards beam and hybrid technologies.” Justin MacLauchlan, brand manager with PIAA Corp., says the market for premium technology is becoming more competitive, as other brands are starting to introduce premium blades and
features into their blade technologies. MacLauchlan offers the example of PIAA’s Aero Vogue Premium Silicone Wipers that utilize silicone-infused rubber for extreme weather conditions and temperatures. Federal-Mogul’s Cirino says his company is also introducing premium wiper technology that is suited for extreme weather conditions. “Federal-Mogul recently introduced its Anco Winter Extreme blades, which are engineered to take on the toughest winter conditions,” he says. “This new low-profile beam blade technology keeps ice and snow from adhering for a smoother and cleaner wipe, and features the brand’s Articulated Contact technology.” It is a spoiler design that reduces wind lift in order to keep the blade firmly on the windshield. Even as wiper technology has improved, what has not changed is how jobbers should be helping service writers sell more premium blades. The first thing jobbers need to know is that blades are too often not replaced on anything resembling a regular schedule. Most vehicle owners either replace them when a technician reminds them to do so, which is not often enough, or when the blades finally become too worn to be of any use. “We recommend that wiper blades should be inspected frequently and changed every six months,” suggests Cirino. “If a blade’s rubber is cracked, torn, or worn, or if you experience persistent streaking, chattering, or skipping as they wipe, it’s time for a new blade. Also, we like to remind jobbers not to forget rear wiper blades.” JN
JOBBER NEWS / SEPTEMBER 2016 |www.autoserviceworld.com
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social media 101 | brake technology
BY LUCIANA NECHITA & MARTHA UNIACKE BREEN
TOP FOR SOCIAL MEDIA SUCCESS
still baffled by the whole concept of this new medium.”
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M
ore and more these days, a social media presence is as crucial to your marketing as your company website. But many jobbers are still baffled by the whole concept of this new medium. In our new series, Luciana Nechita, Manager Public Affairs, AIA Canada, and Martha Uniacke Breen, Jobber News Contributing Editor, will outline the basics of building and maintaining a successful social media profile, even if you don’t have hours a day, and even if you aren’t under 25. In our first column, we break down the ten top tips for success with your social media marketing, regardless of which platforms you’re now using. Future articles will introduce you to the leading platforms and their strengths, teach you how to set up a profile, offer advice on finding and generating
great content, review useful tools and apps, and much more. Please feel free to contact us with questions at jobbernews@newcom.ca and we’ll be happy to address them in later columns. Once you identify your demographics, the type of content they respond to and the best times to engage them, post regularly. The more consistently your followers hear from you, the more they will pay attention and watch for your posts, especially if they are interesting and/or relevant.
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Proofread your content – chronic typos, misspellings and grammatical errors may ruin your credibility. continued on page 30
www.autoserviceworld.com | JOBBER NEWS / SEPTEMBER 2016
Photo: cnythzl – iStockphoto
Many “ jobbers are
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social media 101 | brake technology Answer questions, ask questions, comment, like and share. Deliver content that is relevant to your followers; posts that don’t grab them will be quickly bypassed. Follow the 60/20/20 rule for posting – 60% helpful information, 20% share/retweets/ comments, 20% self-promotion.
3
Be visible. Let people know you are present on social media. In our industry, many people are still new to the whole idea; so include your social media icons/links on your website, promotional materials, your business cards and invoices.
4
Offer an expert opinion on a subject that interests your audience. Organize a webinar, post Q&As on your social media channels and promote it ahead of time.
5
Visual content is crucial. Visual posts, tweets with pictures, and videos receive significantly higher responses than text-only. Create your own how-tos, short videos, or find trusted sources from which you can share.
6
Make sure your content is mobile-friendly, i.e., can be accessed and properly viewed on mobile devices like smart phones and tablets.
7
You don’t have to have a presence on every single social media channel. Identify which platforms your target audience uses most often, and focus on those. Be authentic and honest and provide them with something of value: information, entertainment, or assistance with their problems.
8
By Luciana Nechita, Manager Public Affairs, AIA Canada, and Martha Uniacke Breen, Jobber News Contributing Editor
Monitor your social media for engagement and popularity of posts, analyze the results and adjust according to what seems to work best.
9
HootSuite, Tweetdeck, and similar social media management tools are great for allowing you to plan ahead of time and send out posts and tweets at timed intervals, without having to be at your computer 24 hours a day. However, you still have to monitor your posts regularly. Sometimes the timing can be awkward if you aren’t on top of your posts – like the airline that sent its followers discount fare coupons on the day of a major plane crash.
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There is a time and place for pitching your business and/or products, but you’ll get more value from your social media platforms if you’re focusing on creating authentic, engaging content they can trust. JN
Do You Know A Really Good Counterperson?
2015 COUNTERPERSON OF THE YEAR Darcy Turton Saskatoon’s Automotive Parts Distributors
I nominate Who works at Address
The 2016 Jobber News Counterperson of the Year Award identifies the very best of the frontline workers in the Canadian Automotive Aftermarket
This is your chance to acknowledge the hardest-working, most helpful and efficient auto parts counterperson you know – by nominating him or her for the Jobber News Counterperson of the Year Award. Give that great counterperson the recognition they deserve. Nominate your choice today at www.autoserviceworld.com/ awards/counterperson-of-the-year/ Or fill out the form below and mail or Fax it to: Jobber Awards 80 Valleybrook Drive, Toronto, ON M3B 2S9 or fax to 416-510-5140 Evaluation and selection of the winner will be made on the basis of experience, training, as well as customer and store owner comments. The deadline to nominate your choice as Canada’s best auto parts counterperson is Friday, September 30, 2016 at 5 p.m. Eastern Standard Time.
The winner of the Jobber News Counterperson of the Year will be announced online at AutoServiceWorld News and profiled in an upcoming issue of Jobber News.
Phone My name
The reason I believe this nominee deserves this award is:
Company Address Phone
Give that great counterperson the recognition they deserve. Nominate your choice today at http://www.autoserviceworld.com/awards/counterperson-of-the-year/
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www.autoserviceworld.com | JOBBER NEWS / SEPTEMBER 2016
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THE AFTERMARKET CELEBRATES AT
AAPEX
2016 L
ocated once again at the Sands Expo at 201 Sands Ave., Las Vegas, Nevada, AAPEX 2016 will bring together some 2,200 automotive aftermarket manufacturers and suppliers showcasing innovative products, services, and technologies to 44,000+ targeted buyers. Co-owned by the Auto Care Association and the Automotive Aftermarket Suppliers Association (AASA), the light vehicle aftermarket division of the Motor & Equipment Manufacturers Association (MEMA), AAPEX brings together thousands of professionals and industry leaders from around the globe. Along with the cutting-edge vendors you’ll want to see and connect with, AAPEX presents a number of can’t-miss events and educational opportunities under one roof. For complete show information and to register, visit www.aapexshow.com.
October 31 to November 3, 2016 Sands Expo, Las Vegas
KEYNOTE SPEAKER:
CIA’s Gen. Michael Hayden Retired four-star General Michael Hayden, former director of the Central Intelligence Agency (CIA) and the National Security Agency (NSA), will speak at the AAPEX 2016 General Session. During his address, Hayden will dissect political situations in hot spots around the world, analyzing the tumultuous global environment and offering an unapologetic insider’s look at what it all means for America and America’s interests. He will speak on the need to adapt to the ever-changing informational landscape and the dangers, risks, and potential rewards of America’s cyber security situation.
AAPEXEDU/EXPRESSEDU HIGHLIGHTS AAPEX MOBILE APP The AAPEX free mobile app (available for iPhone, iPad, iTouch, and Android devices) puts everything AAPEX has to offer at your fingertips. Install it on your mobile device and get instant access to everything that’s happening before, during and after the event. 32
This year’s AAPEXedu and ExpressEdu program promises to be more relevant and impactful than ever, addressing the most current issues and challenges in the automotive aftermarket industry. Topics addressed range from industry trends to sales management and marketing, and much more. Seminar highlights include the Service Professionals Program, featuring sessions covering many of the biggest challenges facing this segment; The Remanufacturing Experience, with educational sessions, exhibit and a reception on Wednesday, November 3; AVI technical training, a team effort between AVI and ASA; and ASA Regional Training, the first of multiple regional training events being offered throughout the year. AAPEXedu and ExpressEdu are open to registered attendees and exhibitors Monday, October 31 through Thursday, November 3, 2016. The University of the Aftermarket will accredit all AAPEXedu sessions towards the AAP and MAAP professional delegations.
New Packaging Showcase The New Packaging Showcase is the largest display of the latest and most innovative packaging designs and concepts in the automotive aftermarket industry. It’s where buyers identify easyto-merchandise, ecofriendly and innovative packaging types that will help them sell more product.
Visit www.aapexshow.com for the complete list of seminars.
www.autoserviceworld.com | JOBBER NEWS / SEPTEMBER 2016
Let’s Tech 2016 New to AAPEX this year as well is Let’s Tech 2016, an informative program designed to bring more attention to technology in the automotive aftermarket. This is an opportunity for attendees to learn something new, quickly. Presentations are based on “TED Talk” format and will be 20 minutes or less. Presented on the hour, every hour, the Let’s Tech Program will be held in the Upper Level Lobby, near the AAPEX TV Lounge.
Visit us on the WEB!
Canada’s most trusted portal for fast-breaking aftermarket news!
ASA/AVI PROGRAMS The Automotive Service Association (ASA) and AVI have teamed up to offer attendees two full days of management and technical training. The training will take place alongside AAPEX 2016, and is in addition to the 40-plus sessions offered in the 2016 AAPEXedu program. The ASA management training is geared toward automotive repair shop owners, managers and service advisors. Topics will include: “Maintenance Profit Master,” “Strategies for Effective Leadership,” “Targeted Marketing that Brings in Loyal, Profitable Customers” and more. All classes are approved by the Automotive Management Institute (AMI) and will earn credit toward the Institute’s Accredited Automotive Manager (AAM) designation.
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On Oct. 31, AVI’s program will include “Bosch: Advanced Diagnostic Challenge,” “Amp Clamp: Current Ramping Today’s Cars,” “Rapid Fire Diagnostics: Going Beyond the Code,” “Bosch: European Evaporative Emissions,” “Diesel Day,” and more.
Vehicle Technology & Innovation Knowledge Centre
The AVI program on Nov. 1 will include “Wide Band Air Fuel Ratio Sensors,” “Hot Heads 2: Advanced Cooling System Design and Diagnostics,” “Real World Diagnostics,” “Courtroom Diagnostics: Who Killed Dr. Stoichiometric?” and “Advanced Technology Vehicles: Service and Maintenance.”
focuses entirely on game-changing technologies.
A keynote address by Giuliano Zuccato, one of six clay design modellers who crafted the original 1964 Mustang, will round out AVI’s program at noon (PST) on Oct. 31. JN
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Sponsored by Chevron, this one-stop channel Featuring a seven-part custom series, we’ll be delivering information you need to stay current. Don’t miss this must-read channel!
JOBBER NEWS / SEPTEMBER 2016 |www.autoserviceworld.com
and like us on Facebook
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HOT RIDES SEMA AND COOL NEW PRODUCTS
2016
November 1 to November 4, 2016, Las Vegas Convention Center
M
ake your plans now to attend the 2016 Specialty Equipment Manufacturers Association’s annual celebration and trade show, taking place November 1 to November 4, 2016 at the Las Vegas Convention Center. The SEMA Show is the premier automotive specialty products trade event in the world. It draws the industry’s brightest minds and hottest products to one place, the Las Vegas Convention Center. The 2015 SEMA Show drew more than
60,000 domestic and international buyers. The displays are segmented into 12 sections, comprising over 2,400 exhibitors and over a million square feet of exhibitor space. SEMA’s renowned New Products Showcase features over 2,500 newly introduced parts, tools and components. In addition, the SEMA Show provides attendees with educational seminars, product demonstrations, special events, networking opportunities, and much more.
Safety sells Philips upgrade headlights show your customer what’s ahead sooner. More time to react increases their driving safety. With a clear view of the road ahead, that’s safety that sells. Be sure to download the free SEMA Show smartphone app – it provides a wealth of information on exhibitor demos, special events, show floor maps, and the most up-to-date breaking information all through the Show. As you tour the wealth of new products in the New Products showcase, scan the products that interest you with your smartphone or using one of the special Show scanners, available free at booths throughout the showcase. Then make plans to see the exhibitors that supply the products that interest you.
Vision, VisionPlus, CrystalVision ultra and X-tremeVision upgrade headlights
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But new products are just one of the highlights of SEMA. The show is loaded with the hottest cars, trucks, bikes, ATVs and UTVs – more than 1,500 of them – loaded with products your customers are sure to want to buy from you.
www.autoserviceworld.com | JOBBER NEWS / SEPTEMBER 2016
SPECIAL EVENTS During the show, there’s an ongoing progression of can’t-miss special events that range from panel discussions on industry issues and ways to improve your business, to plenty of opportunities to network and socialize with colleagues, and just take in some of the coolest rides and hottest customs on the planet. For a complete list and to register for special events, visit SEMAshow.com. SEMA Cruise/SEMA Ignited Friday, November 4, 2016 3:00 p.m. to 10:00 p.m. Las Vegas Convention Center, Gold Lot See more than 1,500 of the coolest vehicles on the planet in an organized “parade” exit the convention centre, concluding at SEMA Ignited. This event will give consumers a rare opportunity to collect and share images of hundreds of customized vehicles featuring the newest and most innovative products from the 2016 SEMA Show. Battle of the Builders Competition Featured at SEMA Ignited Friday, November 4, 2016 Car customizers take extraordinary machines and make them even better. Along the way, the vehicles and products displayed at the SEMA Show set the trends for the rest of us to follow. New Products Breakfast/SEMA Award Presentation Tuesday, November 1, 2016 7:30 a.m. to 8:45 a.m. Westgate Las Vegas Casino & Hotel, Event Center South SEMA’s annual New Product Awards competition recognizes outstanding achievements in the development of products being introduced to the automotive specialty-equipment
market at the SEMA Show. Products are judged in 16 award categories, and each category will have one winner and two runners-up. NHRA Breakfast Wednesday, November 2, 2016 7:30 a.m. to 9:00 a.m. Westgate Las Vegas Casino & Hotel, Event Center South The much-anticipated and popular annual NHRA Breakfast is always a standing-room-only event. The breakfast will once again include several interesting personalities from the world of drag racing. Continental breakfast will be served. SEMA Show Industry Awards Banquet Thursday, November 3, 2016 7:00 p.m. to 10:00 p.m. Westgate, Garden Patio & Paradise Event Center The SEMA Show Industry Awards Banquet is the annual celebration of the specialty-equipment industry and is highlighted by top-flight entertainment. It also provides the backdrop for the presentation of industry awards that include the SEMA Person of the Year, SEMA WD of the Year and SEMA Manufacturers’ Rep Agency of the Year. In addition, the 2016 SEMA Hall of Fame inductees will be honoured for their contributions to the industry.
www.redi-sensor.com
TPMS service with VDO REDI-Sensor™ was always a snap. Now it’s also available with a rubber snap-in valve stem! The VDO REDI-Sensor multiapplication TPMS sensor has already made TPMS service faster and easier by eliminating the need for programming and cloning. Now, for service techs looking for the option, we’re also offering REDI-Sensor with a familiar rubber snap-in valve stem. And just like the original REDI-Sensor, our new rubber valve stem version is ready right out of the box! • Pre-programmed and designed to follow OE vehicle relearn procedures • Works with all major TPMS scan tools • Reduces inventory and eliminates service delays • OE designed and validated For more information, visit: www.redi-sensor.com
SEMA EDUCATIONAL SEMINARS Alongside your tour of the show floor, make plans to attend at least one of the more than 50 free business-building seminars available at SEMA. Presented by industry experts in hot areas like online marketing, social media, email marketing and customer service best practices, tools and money saving tips, they’re an indispensible part of many attendees’ SEMA attendance. Visit SEMAshow.com/education to see a complete list of seminars scheduled over the five days of the show. JN JOBBER NEWS / SEPTEMBER 2016 |www.autoserviceworld.com
VDO and REDI-Sensor – Trademarks of the Continental Corporation
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new products |
advertiser index | ACI-Agri-cover Inc ..................... 17 www.accesscover.com
Wideband air/fuel oxygen sensors AIA ..........................................36 www.oem2tech.com
Bosch has a announced the addition of seven new engine sen sensors, providing late-model European coverage for 1.2 million vehicles in operation. The new SKU numbers include five high-pressure GDI se sensors and two high-pressure diesel sensors. The new SKUs for high-pressure GDI senso sensors offer coverage for models including the 2005-2009 Audi A4, 2009-2011 Volkswagen CC, 2013-2015 Jaguar XF, 2013-2015 Mercedes-Benz B250, 2015-2016 Mercedes-Benz CLS400, and more. The new SKUs for high-pressure diesel sensors cover 2009-2011 BMS 335d, 2005-2009 Mercedes-Benz E320, 2011-2013 Mercedes-Benz E350, and more. Bosch www.boschautoparts.com
Aisin ......................................... 6 www.aisinaftermarket.com Akebono Brake Corporation ........ 31 www.akebonobrakes.com AutoServiceWorld.com ............... 33 www.autoserviceworld.com Bestbuy ..................................... 9 www.bestbuydistributors.ca Brake Parts Inc/Raybestos ........ IBC www.raybestos.com Canada Wide Parts .................... 12 www.canadawideparts.com
Air impact wrench line GearWrench has expanded its Air Impact Wrench line. The GearWrench 81 Series Air Impact Wrench line includes SKU 88130: 3/8” Drive Air Impact Wrench; SKU 88150: 1/2” Drive Air Impact Wrench; and SKU 88170: 3/4” Drive Air Impact Wrench. All three models feature a powerful twin-hammer impact mechanism that operates at reduced sound levels. The new 81 Series GearWrench Air Impact Wrenches come with a two-year warranty and 60-day risk-free trial. Gear Wrench www.GearWrench.com
Chevron/Havoline...................... 11 www.havolineprods.com Chrysler .................................... 23 www.mopar.com Continental VDO ........................35 www.redi-sensor.com Contitech ............................... OBC www.continental-elite.com Federal-Mogul ...................... 10,19 www.felpro-only.com
Performance Free-Flex Gloves Milwaukee Tool has expanded its line of jobsite work gear with the introduction of three new glove solutions: Performance, Performance Fingerless, and Free-Flex Gloves. The perfect combination of ultimate durability and all-day comfort, both the Performance and Free-Flex gloves feature touchscreen-compatible material on the fingertips, palms, and knuckles, while the Performance Fingerless Gloves provide ultimate dexterity when handling small objects. For ultimate durability, all three of the new gloves have a reinforced thumb seam, and the palms of the Performance Fingerless Gloves are also padded and reinforced. These gloves also have hook and loop closures for a secure fit, while the Free-Flex Gloves’ elastic cuff provides increased comfort and ease of movement and dexterity. All gloves feature breathable lining and mesh backing to help wick away moisture and provide all-day comfort. A terrycloth wipe on the backside provides a comfortable place to remove sweat from the face and brow. Milwaukee Tool www.milwaukeetool.com JOBBER NEWS / SEPTEMBER 2016 |www.autoserviceworld.com
Federal-Mogul ........................ 7,15 www.wagnerbrake.com Jobber News Counterperson of the Year Nomination Form ................30 www.autoserviceworld.com/awards/
Philips ......................................34 www.philips.com
®
Promax Auto Parts ...................... 5 www.autopartsdepot.ca Sata ......................................... 13 www.sata.com/rps Schaeffler Group USA Inc ............ 14 www.repxpert.ca Tenneco .................................... 27 www.monroe.com Trico......................................... 29 www.tricoproducts.com Wakefield ............................... IFC www.wakefieldrewards.com
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money & management |
A
t this time, there is more money in the system than anyone can imagine. The jobber market is getting smaller, leading to a shortage of jobber organizations to acquire or good companies to invest in. The theory that second-generation baby boomers who are running their parent’s jobber businesses are selling their companies has proven to be false. The institutional investment and highnet-worth communities are currently crawling over each other to find good jobber projects. Since 2001, it has been reported that over 1,300 jobbers have closed or been put out of business in the U.S. There is no doubt that consolidation is still taking place. Private equity groups (PEGs) have not been hard-hit by the credit crunch or the past stock market decline, and have capital to invest and are looking for jobber business acquisitions or investments. One of the major market shifts for the acquisition of privately held jobber companies has been the growth in the number of private equity groups over the last decade. These organizations number in the thousands, in both the United States and Canada. Private equity firms generally manage money for insurance funds, pension funds, charitable trusts, and sophisticated investment groups. They have money to invest. Despite the downturn in the Canadian economy and the industry in general, the buyout and investment market for Canadian companies remains hot. Even early-stage businesses are being sought out. PEGs have become key players in business acquisitions. They offer flexibility as a liquidity source, giving entrepreneurs the ability to take some cash off the table, recapitalize their company, or simply sell and move on. Private equity refers to buyout groups that seek to acquire or invest in ongoing, profitable businesses that demonstrate growth potential. The private equity market has traditionally been restricted to acquiring or investing in larger companies. But increased competition for those
BY MARK BORKOWSKI
38
larger operations, the greater growth potential of smaller firms, and an easier path to exiting the investment of smaller firms in the future have played a role in attracting PEGs to smaller companies. PEGs are typically organized as limited partnerships, controlled and managed by the private equity firm that acts as the general partner. The fund invests in privately held companies to generate above-market financial returns for investors. The strategy and focus of these groups vary widely in investment philosophies and transaction structure preferences. Some prefer complete ownership, while others are happy with a majority or minority interest in acquired companies. Some limit themselves geographically, while others have a global strategy. PEGs also tend to have certain things in common. They typically target companies with relatively stable product life cycles and a strategy to overcome foreign competition. They avoid leading-edge technology (this is what venture capitalists want), and have a preference for superior profit margins, a unique business model with a sustainable and defensible market niche and position. Other traits that appeal to PEGs are strong growth opportunities, a compelling track record, low customer concentrations, and a deep management team. Most prefer a qualified management team that will continue to run the day-to-day operations, while the group’s principals closely support them at the board of directors’ level. PEGs have become a major force in the acquisition and investment arena. They can also be thought of as strategic acquirers in certain instances, when they own portfolio companies in your industry or a related area that addresses the same customer base. These buyers may be in a position to pay more than an industry or strategic buyer that does not have this financial backing. JN
Mark Borkowski is president of Toronto based Mercantile Mergers & Acquisitions Corp. Mercantile specializes in the sale of mid market companies sold to strategic buyers or private equity firms. He can be contacted in confidence at mark@mercantilema.com or (416) 368-8466 ext. 232 or www.mercantilemergersacquisitions.com
www.autoserviceworld.com | JOBBER NEWS / SEPTEMBER 2016
Photo: geopaul – iStockphoto
IT’S A SELLER’S MARKET
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