Summer 2013
PM# 40069240
The Uni-Select business magazine
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contents
SUMMER 2013
The Uni-Select business magazine
Directors’ Comment 4 News NHRA Update
Market Report What Do Shops Really Need?
28
Growth Opportunities
6
2013 Convention Win As One Scores With Jobbers, Installers
Sourcing For Quality
Product Showcase 31
8
Web Column
Mark King: Market conditions don’t determine growth; You do!
30
13
The SOLOMO Principle!
16 And the Winners are… 23 Some Final Thoughts 26
34
The Learning Curve
6
17 8
Editor Andrew Brooks ahbrooks@rogers.com
Contributing Editors Aïda Benzakour (450) 641-3637 ext: 1205 abenzakour@uniselect.com Linda Donnini 450-641-6537 ldonnini@uniselect.com
24 Publisher Jim Petsis (416) 510-6842 jpetsis@uniscoopmag.com Art Director Ellie Robinson (416)442-5600 ext 3590 erobinson@bizinfogroup.ca
Production Manager Kimberly Collins (416) 510-6779 kcollins@bizinfogroup.com Vice-President Canadian Publishing Alex Papanou President Business Information Group Bruce Creighton
Joanna Kufedjian (450) 641-3637 ext: 1600 jkufedjian@uniselect.com
Cover images: ©iStockphoto/Thinkstock
Uni-Scoop is published by BIG Magazines LP, a division of Glacier BIG Holdings Company Ltd., a leading Canadian information company with interest in daily and community newspapers and business-to-business information services. Business Information Group is located at 80 Valleybrook Drive, Toronto, Ontario, M3B 2S9
For any questions or comments, please contact your Uni-Select representative.
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Directors’ Comment
Where does the time fly? It seems just yesterday we were getting back from our first ever North American convention in Vegas and yet one blink and it’s already summer! We have heard nothing but positive feedback from all those who attended! Whether it was the content of the various seminars, the entertainment, the premises, the food or the location, all who attended and provided feedback were unanimous: it exceeded their expectations! We are especially thrilled to hear that many of you are actually using the tips and insights you have learned and started applying them in your day to day business– and getting positive results! If you did not attend, you can read all about it in the upcoming pages. And better yet…attend the next one!! Yes – that’s right – we are thinking of hosting another North American great event so SAVE THE DATE!!! It will happen in February 2016! Stay tuned and keep an eye out for more details to come–! Until then, sales are picking up and the weather is getting warmer (at least in some parts of our vast land)! Happy selling everyone! And have a safe and sunny summer!! Regards,
Linda Donnini Senior Director of Marketing, Uni-Select Canada
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[ SUMMER 2013]
Mike Buzzard Sr. Director Marketing & Technology, USA Automotive Group
UNI-SCOOP
Valv_Hi
2000
1965
Valvoline launches MaxLife®, the first motor oil for high mileage engines
Valvoline introduces the first & best selling racing oil of all time
1866
Dr. John Ellis invents motor oil
1939
Valvoline develops X-18, a single grade oil which could be used in place of 18 different specified automotive lubricants
1996
Valvoline launches DuraBlend™, the first synthetic blend motor oil
2012
Valvoline launches NextGen™, the first national branded recycled motor oil
Valvoline invented the engine oil category almost 150 years ago – and we haven’t stopped pushing new innovations since. NextGen™ motor oil is the latest in a long line of category-changing introductions. Made with 50% recycled oil, NextGen™ delivers 100% Valvoline engine protection. NextGen™ motor oil is great for engines and better for the environment, it exceeds industry specifications with reduced environmental impact compared to non-recycled motor oil. Naturally, NextGen™ is supported by the full force of Valvoline’s innovative marketing programs.
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Valv_History_ENG_CanTech.indd 1
3/21/12 12:57 PM
NHRA update
Uni-Select Revs Up 2013 Nhra Sponsorship
BIG-TICKET RACING SERIES GETS NEW PERSONAL TOUCHES FOR 2013 by Noelle Stapinsky
W
hat better way to spend a weekend than at the drag races watching brilliantly engineered high-octane racecars, flashing an array of colors and chrome as they scream down the strip, and hearing the blips of the throttle and the roar of the crowd. And with Uni-Select’s 2013 race series well underway, participating members are getting a true VIP experience. Of the 20 National Hot Rod Association (NHRA) races held across the US, Uni-Select holds events for 10 exciting races, giving customers that participate in its promotional programs an opportunity to get tickets to the NHRA drag races in various regions. This year Uni-Select has accelerated the excitement for its customers and special guests by offering a hospitality area in the pit next to the Auto Service Plus “Powered by Auto-Plus” racecar, where they serve lunch, give go odie bags and where they can watch driver Blake Alexander set up his car. “This is a really up-close and personal experience that our customers are getting,” says Mary Olson, promotions manager for Uni-Select USA. Kicking off 2013 for Uni-Select, the first race was the NHRA Gatornationals at the Auto-Plus Raceway in Gainsville, Fla., March 14-17. At this epic race, the young Alexander debuted the Auto Service Plus Powered by Auto-Plus car on the track. Although the second race – held May 3-5 at the Atlanta Dragway – was a rather soggy affair, Olson says that the copious amount of rain that kept the cars off the track didn’t deter some 100 customers from attending the Friday event. Due
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[ SUMMER 2013]
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This page: Blake Alexander suited up for the race
NHRA update
to the inclement weather, the race, for which Auto-Plus is the official auto parts retailer, was postponed to the following weekend. And even though it was scheduled right before Mother’s Day, ticket-holding members returned to catch the action. For the 44th annual Toyota NHRA Summernationals in Englishtown, NJ held at the end of May, and the Ford Thunder Valley Nationals in Bristol, Tenn., June 14-16, Uni-Select customers from surrounding regions came out in droves to take in the extreme motorsport event and check out Alexander’s prowess behind the wheel. However, the most monumental event so far this year, according to Olson, was the inaugural Auto Plus New England Nationals in Epping, N.H. The track, originally built in 1966, had never hosted an NHRA race. But with some recent enhancements, such as a concrete racing surface, this facility was able to host one of the largest race events in its history. “We had over 700 customers from our Auto Service Plus, Auto Plus and C.A.P. (Consumer Auto Parts) stores come out to the race,” says Olson. “We had our pit hospitality on Friday, Saturday and Sunday and held a big tent event on Sunday. This was a very exciting race for us to sponsor. We were also able to choose an Honorary Starter and Grand Marshall for the races,
Blake Alexander’s crew readies his car for a race
who were both participants in our Auto Service Plus program.” Leading up to this big event, Uni-Select offered consumer and retail promotions to give people the opportunity to earn tickets or buy them from Auto-Plus and C.A.P locations – through the NHRA – at a discounted rate. “As sponsors, our goal for this branding strategy is to get more recognition in the community for the Auto-Plus and Auto Service Plus brand,” says Olson. “We also find that the majority of the customers that attend our events are either the technicians or owners of auto part stores, and we hope that with the VIP experience at some of the nation’s most extraordinary drag races that they will continue to support us and buy more parts from
Auto-Plus and Uni-Select.” The following is the remainder of the schedule for the Auto-Plus events:
July 4-7 – Summit Racing Equipment NHRA – Norwalk, OH August 15-18 – Lucas Oil NHRA Nationals – Brainerd, MN August 28-Sept. 2 – NHRA US Nationals – Indianapolis, IN Sept. 19-22 – AAA Texas NHRA Fall Nationals – Dallas, TX October 3-6 – Auto Plus NHRA Nationals – Reading, PA
If you are interested in attending any of these races contact your local Auto-Plus or Uni-Select sales person for sales promotions in your area!
Meet Blake Alexander If you would like to follow Blake Alexander and his results throughout the race season you can go to his Facebook page at www.facebook.com/BlakeAlexanderRacing or his twitter page @BLAKE_FC!
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2013
CONVENTION
Win As One Scores With Jobbers, Installers
“W
in As One,” Uni-Select’s first ever North American convention and trade show, was held at the Wynn Las Vegas Hotel February 24-27 2013. The event was truly North American in scope, with near-equal representation from Canada and the US. A total of 330 jobbers attended, 189 from the US and 141 from Canada. On the installer side attendance was 443 – 238 from the US and 205 from Canada. Altogether, when suppliers and Uni-Select staff are included, total attendance topped 1300. continued on page 10
This page: Uni-Select president Richard Roy welcomes attendees
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[ SUMMER 2013]
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Attendee Viewpoint
CONVENTION
2013
Larry Jumper Owner of Jumper Auto Parts, Inc. Orangeburg, South Carolina
For Larry Jumper the discussion about the importance of social
sending one of his staff members. “I learned I need to get more
Facebook page has yet to launch, Jumper said it is in the works.
media marketing has begun to
involved with some of the Inter-
In addition to the learn-
change the way he uses tech-
net stuff. How profitable that may
ing sessions, he noted another
nology and new media in his
be, I don’t know. The Internet is a
highlight as the ability to meet
business. A Uni-Select customer
big competitor. A lot of jobbers
people in person. Meeting up
for five years, Jumper sells a
don’t realize it,” Jumper said.
with existing contacts, some
full line of auto parts, paint and
After two solid days at the
of whom he had never met in
body supplies, and hydraulics
conference, the importance of
person before, and making new
and provides services with a
creating a Facebook presence
connections was a great oppor-
complete machine shop.
and other social media stuck in
tunity, he said. In an age where
Jumper’s mind. Upon returning
networking is too often digital
community, Jumper said the trip
home, he called a meeting with
or on the phone, he said it was
was worthwhile and he’s looking
his staff and is now in the middle
good to speak face-to-face with
forward to either attending the
of coming up with a social media
people and discuss some of his
next conference in person or
marketing strategy. Although his
own concerns as a jobber.
Operating in a small farming
Photo courtesy of Mark Phillips, Counterman magazine
The trade show floor was packed with displays by the biggest names in the business
Photo courtesy of Mark Phillips, Counterman magazine
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[ SUMMER 2013]
9
2013
CONVENTION
Richard Roy Roy delivered the company’s vital statistics: Registration took place on the morning of Sunday February 24, with attendees free to spend the afternoon at leisure in Las Vegas. In the evening, a welcome reception in the Latour Ballroom offered attendees a chance to relax, network and enjoy cocktails and snacks while listening to live jazz music performed by the Smooth Groove trio. The next morning, Uni-Select president and CEO Richard Roy delivered the conference’s welcome address. Roy traced Uni-Select’s history from the initial public offering in 1985 to its current status as a major North American distributor, ranked sixth on the continent and in top spot in the Canadian market, in addition to being the most important distributor of automotive paint and related products in North America. “The size of the aftermarket is growing,” Roy noted as he turned to a synopsis of prospects for the market. From US$98 billion in 2012, the market is projected to
10
[ SUMMER 2013]
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6100
58
400,000
450
3200
30,000
employees automotive distribution centres parts in inventory corporate stores independent wholesalers body and repair shops served
“The size of the aftermarket is growing”
CONVENTION
2013
“Win As One”
The market breakdown
DIY
32%
22%
Dealership
15% 31% DIFM
Collision repair
grow to US$111.4 billion in 2015, based on projections from the AAIA Digital Automotive Aftermarket Factbook 2013 and AIA 2012 Outlook Study. Roy presented a market breakdown based on the same sources. The DIFM-DIY split has remained pretty consistent over the last several years, and is projected to remain so through the end of 2015, with DIFM taking a sliver of aftermarket share away from DIY. It’s well known that the average age of vehicles is increasing, reaching 11.3 years in 2012 – this bodes well for the aftermarket. The market outlook, according to Roy, offers more maintenance opportunities over a long period. Product offering will have to be adjusted to service older vehicles. And the presence of more model years in active service means that more SKUs will be needed to service the fleet, and that warehouse distribution support is becoming even more essential. continued on page 12
(Do it for me)
UNI-SCOOP
[ SUMMER 2013]
11
2013
CONVENTION
Attendee Viewpoint
Roy promised to continue improving Uni-Select’s services and its technology offering – a critical differentiator in a fast-changing marketplace. “Uni-Select is here to learn about upcoming trends in the industry and what we need to do to continue to grow,” Roy said in wrapping up his remarks. “The purpose of this event is to enable us to hear about other industries and how they continue to excel, to share memorable moments with special guests, key supplier partners, and the Uni-Select family across North America. We’re here to see what new products are being developed from our key vendors, to discuss challenges with our peers across North America, and, above all, to win as one!”
Left: Linda Donnini with Roger Letendre Below: Uni-Select customers from Quebec turned out in force
Tim Knoll Owner of Knoll Automotive Services Pleasant Hills, Pennsylvania
After 35 years in business, Tim
ing a Facebook and social media
ence” from the time the customer
both in providing good technical
Knoll decided it was time to
presence. For him, the one thing
calls to the time they return home
and customer service, but he
attend conferences and events.
that stood out above the rest of
following a maintenance or
wanted to reinforce to his em-
After attending the Uni-Select
the information being presented
repair appointment.
ployees the importance of ensur-
conference in February, he’s glad
was “the experience” and how to
he made the time. As a provider
manage it in a complete way. As soon as he returned from
of a full range of automotive ser-
“I tried to take that knowledge and bring it back to my shop and explain to my employ-
ing they have happy customers in every respect. Knoll also found the confer-
vices, from engine and transmis-
the conference, he called a meet-
ees that it starts with a phone
ence gave him the opportunity to
sion repair to light collision
ing with employees to discuss
call,” Knoll said.
have meetings with Uni-Select and
repair, Knoll’s family business is
what he had learned and to be-
embracing new trends in market-
gin to implement a few tweaks to
can get the phone to ring, but
both agreed that it’s clear from the
ing and advertising.
the way they do things. Knoll was
“the experience” is what will
way Uni-Select treats its customers
impressed with all of the speak-
keep customers coming back
that the company truly cares, and
the conference, Knoll’s wife had
ers and the way they encouraged
and happy with the service, he
that’s something he brought back
taken on the challenge of build-
the attendees to craft “the experi-
said. He’s proud of his business,
with him to his employees.
Prior to flying to Vegas for
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[ SUMMER 2013]
UNI-SCOOP
All the marketing in the world
manufacturers. He and his wife
CONVENTION
2013
MARK KING: Market conditions don’t determine growth; You do!
M
ark King, CEO and president of TaylorMade-Adidas Golf, followed Richard Roy with a motivational talk about how a company can become a market leader, even in a flat economy. King started with TaylorMade as a sales rep and rose to sales manager. TaylorMade had first made a name by pioneering the “metal wood,” but by the time King had become sales manager, the company had stagnated, losing market share to competitors like Callaway. continued on page 14 This page: Mark King delivers his motivational keynote, describing his experience of a business comeback
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[ SUMMER 2013]
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CONVENTION
When the company was bought by Adidas, the new owner dumped almost all of TaylorMade’s senior management and offered the president’s job to King. The promotion came with a big challenge: present a three-year strategic plan to revive TaylorMade’s fortunes. King and his team had to make a decision: present a cautious, low-risk plan to restore growth in gradual increments, or throw that kind of thinking out the window and go for a complete – and risky – transformation, regaining TaylorMade’s leadership as the most desirable performance golf brand on the market. “We had to choose between the safe route and the vision,” King said. “After a day of thinking about it, we realized that of course we should try to become the best performance golf brand in the world.” This was before anyone had any idea how to accomplish such a transformation, and the road was a long and hard one. But King’s point was that it was when management opted for the bold, transformational move that everything changed at TaylorMade – an experience other businesses can replicate. “We all get overwhelmed in our jobs by all the details, the day-today struggles,” he said. “But what leaders forget about is that you have to take time, regardless of the size of your shop, to think about what things might look like if you did things differently. Make your own rules, reinvent the game you’re in. If we’re not pushing the envelope and taking risks, somebody else will. In today’s fast changing market you have to be in a transformational mindset all the time.”
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[ SUMMER 2013]
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“If we’re not pushing the envelope and taking risks, somebody else will. ” Attendee Viewpoint
2013
Rich Echternacht Owner of Good Guys Auto Care Iowa City, Iowa
Rich Echternacht may not have
area, and Echternacht noted the
known exactly what to expect
information he learned will be
when arriving at the Las Vegas
of great benefit to those custom-
conference, but the useful infor-
ers. Although his customers did
mation he picked up will likely
not attend the February confer-
help him grow his business and,
ence, Echternacht’s experiences
in the process, help his custom-
will make him an advocate for
ers increase their business.
their attendance in the future.
As Echternacht explained,
The conference provided
there are so many auto parts
invaluable learning and net-
stores on the market that each
working experiences, but it
individual location does not get
also motivated Echternacht and
much personal attention from
consumed his thoughts for the
the manufacturers. That means
following weeks.
a lot of product knowledge is
“We’re really trying to tweak
missed. Uni-Select conferences
our business. Any time you at-
give everyone some face time
tend these types of events, you
to discuss products, industry
get inspired and it pushes you to
trends and concerns.
do better,” he said.
“It exceeded my expecta-
Next time, Echternacht plans
tions hugely,” Echternacht said.
on attending the conference with
“I think there was more focus
a sales and marketing contin-
on my customers’ business
gent, “as many of our customers
and how to grow that business
are in our banner programs.”
than on how to grow my busi-
Good Guys Auto Care has
ness. I think it was very helpful
already begun implementing
because the more I can know
changes such as focusing on
about our customers and what it
ensuring a positive customer
takes for them to be successful,
experience, marketing using
the better we can try to adapt
all senses and providing
ourselves to help them.”
consistent levels of experi-
Good Guys Auto Care
ence. Ultimately, he plans on
serves approximately 14 auto
improving his already excel-
care centres in the Iowa City
lent brand experience.
Impact protection at a higher level.
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2013
CONVENTION
The Learning Curve
T
he educational component of “Win As One� consisted of a series of seminars and presentations spread over the two-day event. Attendees were given the opportunity to choose from a number of different topics on each day.
This page: Brent Windom addressing the audience
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[ SUMMER 2013]
UNI-SCOOP
CONVENTION
2013
“Leadership For Growth,” presented by Jim Knight of Hard Rock Café
Jim Knight delivers his talk on “Leadership for Growth”
Knight explained how leaders need to develop a shared mindset among their employees and create a culture where the technical and emotional sides of a customer experience – the vibes that a customer picks up, in addition to the services or products that they demand – combine to create a brand that will keep them coming back.
“Driving Your Sales Through Uni-Select’s Technology Solutions,” presented by Uni-Select’s Mike Buzzard Buzzard discussed how Uni-Select’s technology arm connects consumers to the shop, connects the shops to the stores, and connect Uni-Select members to the company. Mike Buzzard profiles Uni-Select’s technology solutions
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2013
CONVENTION
“Social Media 101: Connecting to Win,” presented by Christopher Dick, AOL This presentation emphasized how important social media have become as an element of pre-purchase research for consumers. Dick ran down the advantages and disadvantages of the social media “Big Three” – Facebook, Twitter and LinkedIn – and urged attendees to start planning a social media campaign now. AOL’s Christopher Dick presents “Social Media 101: Connecting to Win”
“What to Expect from your Technical Service Advisor,” presented by Matt Winslow of Automotive Training Institute (ATI)
Matt Winslow lays out his step-by-step guide to succession planning
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[ SUMMER 2013]
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Winslow observed that most automotive business owners are probably working harder and making less money than they hoped for when they started out. He said ATI can help with its program of coaching and mentoring for shop owners and managers, online training, advanced one-day workshops and onsite business analysis.
CONVENTION
2013
“Becoming Preferred: How to Outsell Your Competition,” presented by Michael Vickers Vickers emphasized that businesses need to be able to offer something no one else can. Emotions are a more powerful stimulus to action than logic, and business leaders must develop branding strategies that put their operations top-of-mind. Michael Vickers briefs attendees on outselling the competition
“Walk a Mile in their Shoes: Creating Customer Loyalty,” presented by Tom Connellan Connellan presented a program businesses can follow to ensure that they build a loyal customer base. The key is to improve the customer experience, especially when problems occur – perfoming exceptionally well in resolving problems actually creates stronger loyalty than not having problems at all. Connellan drew a direct link between higher service levels and financial and market share gains.
Keeping up with trends in the
know what goes on up front, and
for Hackett, in part because of
was already dabbling in social
automotive aftermarket industry
I should know what goes on in
the valuable information being
media prior to the conference,
can be tricky, but conferences
the back.”
shared. His one nit to pick was
but Hackett said he learned more
that 45-minute sessions weren’t
about how to use it effectively.
are a great way to learn what’s
Hackett said he plans to
new and what’s coming down the
sharing of knowledge, Hackett
long enough. Hackett said the
pipe. That’s why Steve Hackett
said teamwork suffers. Isolation
data being imparted was so valu-
attend the conference again, and
took his entire five-person staff to
in the workplace isn’t a good
able and interesting that he could
that he’s already used tidbits
the Uni-Select conference.
thing, and attending the confer-
have sat through sessions twice
of knowledge gleaned from
ence with his staff was a great
as long so he could have learned
the event in his own business.
edge, Hackett said it can be easy
way to ensure that team-building
even more.
Sessions on price matrices and
to fall behind.
continues and information is
The best sessions had to do
shared among everybody at
with business management, but
accordingly stood out to him, and
Paragon.
Hackett said he learned quite
he has implemented some minor
a bit from the social media and
price changes in his business. So
networking sessions. Paragon
far, things are working well.
Without that industry knowl-
“I think it’s better for everybody to go because we work together as a team,” Hackett said. “My technicians should
Without cooperation and
The sessions were among the highlights of the conference
pricing products and services
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[ SUMMER 2013]
19
Attendee Viewpoint
Steve Hackett Business owner of Paragon Auto Service, Inc. Saskatoon, Saskatchewan
2013
CONVENTION
“Financial Management: Symptoms, Diagnosis & Repair (Three Steps to Increasing Profits),” presented by Kelly Bennett
Attendee Viewpoint
Bennett presented attendees with financial management tools to help them operate more successfully and ensure that repairs are done quickly and thoroughly. Bennett examined the bases of sound financial management and how to prevent the pitfalls that lose money for many businesses without them even knowing.
Kelly Bennett
“Succession Planning,” presented by Matt Winslow of ATI Winslow took attendees through a step by step guide to a successful succession planning strategy, covering post-succession support and the importance of basing a succession plan on sound and comprehensive metrics. Winslow said that succession should be planned for a wide variety of positions, not only the top job.
Ian Creaser Owner of Lunenburg Auto Lunenburg, Nova Scotia
A conference that not only invited
their wives. They enjoyed them-
the keynote speakers and the
enlisted his daughter to help him
jobbers to attend, but encour-
selves not only at the conference,
various presentations on busi-
build a social media presence
aged their customers to come
but also in Vegas after hours.
ness development, but another
and assemble a plan. To drive
“It was kind of an incen-
highlight for him was the trade
customers to his Facebook page,
out as well, is what first intrigued Ian Creaser. As Creaser saw it, he
tive for them to get away from
show and getting a preview of
one of the innovative promotions
could offer the trip to Las Vegas
their work and they enjoyed it,”
products that are not yet avail-
Creaser has implemented is to
as an incentive to his installers
Creaser said. “Feedback from
able in the Canadian market.
offer five Air Miles to people
and his customers so they could
them was that the presentations
He’s crossing his fingers some
who “like” the Lunenburg Auto
get all the benefit of the presenta-
were well-received. Getting to
of the products he saw will soon
Facebook page and then mention
tions, absorb new knowledge
the trade show was good, partici-
end up north of the 49th parallel.
it in the store. He has already had
first-hand and meet suppliers
pating and just getting away for a
First on his mind upon return
face-to-face.
couple of days.” Creaser has good things
Creaser’s group totalled six – himself, his wife, two installers and
20
[ SUMMER 2013]
to say about the presentations,
some success with this, and he
was to become more social me-
said he’s excited to see how his
dia savvy. Creaser noted it’s go-
Facebook page is already grow-
ing to take some work, but he has
ing and attracting attention.
UNI-SCOOP
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2013
CONVENTION
Panel Discussion on Industry Trends One of the highlights of the conference was the open panel discussion with key industry players represented at every level – from renowned shop owners to key supplier partners – all answering questions about our industry and where we need to be in order to succeed in a flat market.
Are you looking for a Jobber Management Solution with Uni-Select Integration? Our software allows you to take full advantage of the programs offered by Uni-Select such as eModel, Data Warehouse, and ASP Central Point. Our customers are provided automated price updates and automated packslip receiving and much, much more. Continuously enhancing our software based on the needs and requests of our customers, we recently added RF Scanning, Signature Capture and aOffice document storage. AutoPoint® is loaded with features and tools designed to save time and money for the busy store owner. Amador of America has been providing the AutoPoint® System for 30+ years along with a premier support team. Our customers enjoy quick responses and resolutions from a support staff that understands your automotive parts business.
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(800) 238-7115 22
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2013
And The Winners Are...
T
he Uni-Select awards for supplier company achievement in 2012 were announced at the gala dinner on the final evening. The 2012 Sales Award went to Exide, and the 2012 Marketing Award was awarded to Dorman. Uni-Select would like to take this opportunity to congratulate our key suppliers once again for outstanding fill rates in 2012:
In the US:
In Canada:
Fill rate of 92-94%
Fill rate of 92-94%
ATP Inc Mevotech
3M ASC Industries Inc Blue Streak- Hygrade Motor Products Dixie Electric Inc D.N.S. Armature Inc Grote Industries Canada Westward Wilson Auto Electric Mevotech
Fill rate of 95% and up Airtex Automotive Division AMS Automotive Inc BBB Electrical Grote Industries Inc Fram Group IAP Dura International Spectra Premium Industries Inc
Fill rate of 95% and up Dayco Canada Corp NGK Spark Plugs Canada Limited
Thank you for helping to make 2012 such an outstanding year!
ŠiStockphoto/Thinkstock
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CMYK
2013
CONVENTION
Supplier fill rate award winners
Supplier fill rate award winners 24
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ŠiStockphoto/Thinkstock
CMYK
A_7061-01 key.8.125x10.875.indd trim: 8.125" x 10.875"
REMAY 78559 Digital/IAM
Asset No. 78559-A
Wyse
GE Lighting
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GE Nighthawk and GE Nighthawk Platinum are registered trademarks of the General Electric Company. ©2010 GE
2013
CONVENTION
Some Final Thoughts
O
Attendee Viewpoint
n Tuesday evening attendees were sent on their way at a gala dinner, which featured entertainment by Quebec’s own AndréPhilippe Gagnon, “the one-man hit parade.” Gagnon is a renowned performer, particularly noted for his astounding ability to impersonate the singing voices of famous celebrities. Planning for “Win As One” started in the previous autumn. “We had several goals in mind,” says Linda Donnini, Uni-Select senior director of marketing. “We wanted to bring all our customers together – installers and jobbers from across North America – we wanted to communicate the strength behind the Uni-Select Network, and we wanted to bring added value through the different training sessions, the trade show, and by giving them opportunities to mingle and share best practices with their peers.” The event was a success on all counts, she says, and she’s backed up not only by the kinds of comments you can read in these pages, but also by the results of the convention survey – and by the fact that attendance was sold out at over 1300. Sixty per cent of attendees surveyed
Superstar entertainer André Philippe Gagnon (second from right) with fans
said that they attended for “all of the above” – for the business content, the networking opportunities, and for the supplier trade show, where they got a chance to see some of the new products and services on the market. Mark King in particular garnered rave reviews for his personable presentation and for the inside look he provided into an organization that came from behind as an ex-leader to reassert its market leadership. Some said they thought King was the best speaker they had ever heard, and the fact that he was from a different business sector provided a refreshing outlook. Donnini says Uni-Select would like to run the event again, but no firm details have been worked out yet. One thing is certain, though: “Win As One” provided an excellent learning experience for all who attended, as well as offering a unique forum for Uni-Select’s jobber and installer customers to meet each other, network and discuss the common challenges and opportunities facing everyone in the industry. “The event exceeded all of our expectations,” Donnini says. “This was the best convention anyone had ever seen.”
Clarence Schneider Owner of WSSL Auto Parts Plus Saskatoon, Saskatchewan
A mix of business and pleasure is what
everyone is busy meeting customers’ needs
ence. WSSL already had a website, but
awaited Clarence Schneider in Las Vegas. Be-
and making sure the services provided
now it has launched a Facebook page.
sides memories, what he took home with him
are top-notch. At the same time, Schneider
was the need to tweak the way his business
continually monitors “the experience” from
there. As Uni-Select moves ahead, we’ll
communicates internally.
beginning to end of an interaction.
continue coming alongside doing what we
Although Schneider said he learned
Schneider attended the conference with
“It’s a slow process, but we’re getting
can in that area,” Schneider said. The WSSL
plenty from sessions on outselling the compe-
his co-owner brother Glen and both of their
team continues to expand its presence in
tition, succession planning and financial plan-
wives. He said he found the business devel-
social media.
ning, the most valuable information came from
opment sessions informative and helpful in
“I thought the conference was great.
sessions about communication and “walking a
gauging the strengths of his own business.
It was a good time to get away as owners
mile in the customer’s shoes,” he said.
He plans to tweak his business practices to
for business and pleasure in Las Vegas.
improve his operations even more.
The combination of both was great. What
Communication is a big challenge, in part because WSSL is so busy and moves at
At the same time, he’s also starting to
we learned or picked up at the conference
such a fast pace. Ensuring proper communi-
dabble in social media marketing after learn-
was great, too, with the speakers they had,”
cation between staff can be a challenge when
ing about how he can use it at the confer-
Schneider said.
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It started with a spark... but it’s our entire product line that has everybody talking.
For more information, call or visit: 1-888-96-DENSO • www.densoautoparts.com ©2013 DENSO Products and Services Americas, Inc. All rights reserved. First Time Fit® is a registered trademark of DENSO Products and Services Americas, Inc.
Market Report
what DO shops really need? GLOBAL AUTOMOTIVE AFTERMARKET SYMPOSIUM TARGETS PAIN POINTS
L
ack of communication between manufacturers and garages is one of the biggest pet peeves of shop owners, and unless the industry takes steps to fix that gap, it will continue to have issues with returned parts and unhappy customers. During a panel held at the Global Automotive Aftermarket Symposium (GAAS), entitled “What Shops Really Need,” three garage owners tackled the hefty topic of identifying what they need to run their businesses effectively. The symposium took place May 21-22 at the Hyatt Regency O’Hare in Chicago.
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According to Dave Walter, owner of Kehoe Automotive Center, Inc., open lines of communication are essential, but uncommon so far. Communication has to come from both the manufacturers and the garages, he said, but of significant importance is that manufacturers are willing to listen carefully and actually respond to shop owners’ concerns. “It’s absolutely non-existent for the most part,” Walter said. Every shop owner has different needs, but there are a few consistent requirements across the board. Those
Market Report
requirements have changed over the last three years because of industry upheavals, said Bob Shanahan, owner of DuPage Tire & Auto Center, Inc. “If there is a concern or problem, we want to know it’s not falling on deaf ears,” Shanahan said. What Shanahan wants to ensure manufacturers know is that customers don’t walk into a shop asking for a specific branded part. Today, a customer enters a shop with a problem that needs to be solved. And it’s up to the shop to solve that problem with quality parts. Getting quality parts can be a problem at times, he said. Although some manufacturers provide up-to-date catalogues with good information and photos of each part, Shanahan said it’s all too common to find confusing catalogues. Frequently, technicians have to order several similar parts because they can’t determine which is the correct part. Then the part may be returned unused as “defective” if the box gets beat up, even though there’s nothing wrong with the part. Sub-quality parts are also frequently a problem, Shanahan said. He noted concern that manufacturers are frequently aware of poor parts, but sell them anyway. No matter whether it’s an installation error or a defective part, though, it’s the garage that gets the blame and risks losing customers. Walter noted he has a similar problem. “The main thing I run into is they always seem to think we want the cheapest, and that’s not the case. We want something that’s going to work,” Walter said. The goal is to do the job right the first time. Manufacturers dislike returns. So do garages. The way to reduce them is through good communication and better cataloguing, Shanahan said. “I think cataloguing is a huge issue that needs to be addressed,” he said. According to John Vallely, owner of McLean Auto Repair, having a tracking method that identifies why we are Panelists (l to r) Bob Shanahan, Dave Walter and John Vallely
returning a part could benefit the shop, the jobber and the manufacturer. Often there is a return due to a part that simply does not fit or is improperly catalogued and yet gets put back on the shelf for the next guy to sort out. “This results in an expense Panel moderator and aggravation for everyone that Bill Moss touches that part,” Vallely said. “If its fit, form and function appear different, but it’s a correct replacement, there needs to be some method of communication to the end user, especially when a special installation procedure or precaution correlates to that part.” Vallely noted that when shops experience repeat failures inside of a particular product line, they will generally seek a new or more reliable source. The failures may have been a simple mis-installation because of special circumstances resulting from an improved design. “We literally need to partner with our suppliers and manufacturers to build those relationships in order to streamline communications regarding their product lines; particularly those products that are experiencing problematic or repeat failures,” Vallely said. “Bottom line is that whether there is a warranty on that part or not, we are at risk of losing a customer when we have to do the repair again, and that reflects negatively on our professionalism.” Vallely said that over the past few years, McLean Auto Repair doubled its repair warranty from 12 months/12,000 miles to 24 months/24,000 miles, but the shop experienced a very small increase in its rate of warranty and would have likely covered those failures anyway. Most failures or warranties the garage honoured occurred within the first few days to six months of a component being in service. McLean plans to update to a 36-month/36,000-mile warranty to reflect that in the next couple of months. Vallely believes it will help retain customer confidence in his shop. The first criterion when ordering a part is that it’s a good part, Walter said. The second is it has to be available. Only then if there’s comparable quality and availability does price factor in, he said. Such issues can create significant problems for garages. When garages select parts, they become advocates for those parts, and when they fail, it’s not the manufacturers or suppliers that take the blame. Walter said there is a group of garages working with manufacturers to try to fix the problem, but if nobody wants to make changes, the issues will never go away.
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growth Opportunities
By Chris Talbot
SOURCING FOR QUALITY
APPLICATION-SPECIFIC SOURCING BRINGS BECK/ARNLEY CUSTOMERS THE BEST PART FOR THE JOB
O
nly one year shy of its centennial celebration, Beck/Arnley has worked with manufacturers of automotive aftermarket parts for European and Asian vehicles for decades, providing customers with OE quality or better parts in an increasingly competitive market. With over 27,000 individual parts available for more than 1,800 models of automobile at any given time, Beck/Arnley has built its reputation on sourcing high-quality parts from around the world for foreign makes and models. The company sources parts within seven overall modules, and it is something the company has been incredibly successful at, giving it a unique advantage in the marketplace. “It’s the way that we source our parts. We have over 400 active vendors worldwide that we deal with. What makes us different from other companies is how we source, and it’s called application-specific sourcing,” says Sandy Norris, director of marketing at Beck/Arnley. Rather than use an individual vendor for all parts of a particular type, Beck/Arnley sources parts by year, make and model, Norris explains. It’s a process that has worked well for the company, and customers know they are getting parts that meet or exceed the original fit, she says. “We always have the technician in mind and how we can make their job easier. We try to lead the market in OE replacement,” Norris says. Beck/Arnley breaks its product lines down into seven modules – engine parts and filtration, clutch and driveline, brake and chassis, cooling, electrical, engine management and OE quality fluids. The OE quality fluids product category is the latest addition, and the company goes out of its way to match the fluids used by the original manufacturers. “How our process works is it starts first with an OE sample. When we identify a new OE part number or a change in an OE part number, we’ll bring in a sample
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and do an analysis on that part to identify the key differences, changes, updates, materials, etc. and the design of that part,” says Bob Anderson, vice president of product management at Beck/Arnley, in describing the company’s rigorous application-specific sourcing process. Then the process turns into finding the best source for that part and ensuring it meets Beck/Arnley’s quality expectations. According to Anderson, if a part isn’t OE, then it’s as close as possible – with quality on par or better than the original. For technicians, the parts testing means fewer customers returning with the same problems, Anderson says. Additionally, Beck/Arnley tries to make it as simple as possible for garages to purchase everything they need for a repair in a pre-configured kit. For instance, if a fuel pump needs to be replaced, then Beck/Arnley aims to provide not just the pump, but also the prepump strainer and filters required for the job. The goal is to make it as simple for the technicians as possible. “We’re constantly doing research to either update our listings or to identify new parts that will be coming into the marketplace from a repair or maintenance standpoint,” Anderson says. “It’s a pretty labour-intensive process but it’s one that works well for making sure that we’ve got good product in the box for the customer.” To ensure it can match parts, Beck/Arnley maintains an extensive library of OE automotive parts from around the globe. It’s one of the many reasons why Beck/Arnley has made a name for itself over the last century. “We have a very high brand recognition among technicians. We’ve been around for almost 100 years, so it’s a very well-known brand and a very well-known name in the industry for imports,” Norris says.
Products
Valvoline motor oil delivers 100 per cent engine protection
Mechanix Wear 0.5 Original Glove
Valvoline, a brand of Ashland Inc., announced the wide-scale availability of NextGen motor oil. The new formula is made from 50 per cent recycled oil and delivers 100 per cent Valvoline engine protection. NextGen motor oil is great for engines and better for the environment, exceeding industry specifications with reduced environmental impact compared to non-recycled motor oil.
When you need the tactile control of bare hands while still wearing gloves, get the Original 0.5. The Original 0.5 features a supple 0.5 mm synthetic leather palm, fingertips and thumb, allowing for superior feel and pinpoint precision. Non-lined, four-way stretch spandex finger gussets and thumb panel and stretch Lycra finger panels provide ultimate flexibility.
Valvoline www.valvoline.com
Mechanix Wear FastFit Glove With improved contours for a better fit, the FastFit Glove from Mechanix Wear is the tool for everyday jobs. The glove incorporates a Clarino Synthetic Leather palm, stretch panels between the fingers, two-way stretch Spandex padded back increases protection. A new taller cuff has been added to provide for additional protection and a more secure fit.
Mechanix Wear www.mechanix.com
3M Fuel System Tune-Up Kit The 3M Fuel System Tune-Up Kit is formulated to provide a professional fuel system cleaning to improve vehicle performance using a simple, three-step process. As easy to perform as an oil change and without the need of special tools.
3M www.3M.com
Mechanix Wear www.mechanix.com
Denso First Time Fit Oxygen Sensors Denso First Time Fit Oxygen Sensors are designed to meet the increasing demands of today’s engines. Made of the highest quality materials, they are manufactured to the strictest OE standards and subjected to rigorous safety and performance tests. All Denso Oxygen Sensors are checked for high temperature signal output, air tightness, continuity and heat resistance for optimal efficiency.
CRC Mass Air Flow Sensor CleaneR, Throttle Body/Air-Intake Cleaner Twinpack CRC Mass Air Flow Sensor Cleaner & Throttle Body/Air-Intake Cleaner Twinpack are single-use cleaners that give just the right amount of product needed to remove gum and varnish from throttle valves, throttle body, sensors, rubber Orings and painted parts for easier starting and smoother engine performance.
CRC www.crc-canada.ca
Denso www.densoaftermarket.com
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Products
Spectra Premium Fuel Pump Assembly Spectra Premium offers extensive model coverage on Fuel Pump Assemblies designed to OE fit, form and function. The product comes with all applicable installation hardware. Engineered & tested in Canada, this product is 100 per cent performance tested for voltage, amperage, resistance, pressure and volume to guarantee performance and quality.
SCOTT Glass Towels
3M Bondo Metal Fill
SCOTT Glass Towels offer proprietary absorbent UCTAD technology, use no binders or glues in basesheet and are ideal for cleaning glass, windows, windshields and mirrors.
Bondo Metal Fill Single is meant for a one-time use to repair dents, patch holes and leaks and restore chips quickly and easily. It is specially formulated with metallic aluminum flakes to produce a metal-like finished appearance.
SCOTT www.scottproshoptowels.com
3M www.3M.com
Spectra Premium www.spectrapremium.com
SCOTT Pro Shop Towels
SATA Minijet 1000 H
SATA Minijet 1000 K
SCOTT PRO Strength towels are designed to be three-times stronger when wet than Original SCOTT Shop Towels. They are ideal for cleaning up grease, grime and solvents and for such heavy-duty tasks as cleaning greasy tools and parts, absorbing oil and grease spills and applying solvents and fluids.
The SATA minijet 1000 H is the same gun as the new SATA minijet 1000K. Versatile for cabinets, tables, spindles and especially stripes and graphics on motorhomes and trailers. But it has an adapter to be used to connect the gun to a disposable RPS cup. This makes a perfect siphon gun for touching up or doing smaller batches than the pressure feed model.
SATA minijet 1000 K is the perfect pressure feed spray gun. It is light-weight, comfortable in the hand, and has a wide range of nozzle sizes for most viscosity paints. It has a perfectly shaped fan that allows you to paint anything from small parts and pieces to cabinets, tables, spindles and especially stripes and graphics on motorhomes and trailers. A must have for any woodworking shop or fleet painter.
SCOTT www.scottproshoptowels.com
SATA www.sata.com
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SATA www.sata.com
Products
Meguiar’s Tire & Trim Gel This 32 oz. Tire & Trim Gel from Meguiar’s Inc. provides a deep satin black look to a vehicle’s tires. Its non-streaking, thick consistency offers no runs or drips.
Meguiar’s Inc. www.meguiars.com
Meguiar’s Rinse Free Express Wash This one gallon Rinse Free Express Wash from Meguiar’s Inc. cleans all exterior vehicle surfaces with no need for rinsing. It is a non-scratch, non-streak formulation that wipes off easily and is biodegradable.
Meguiar’s Inc. www.meguiars.com
CRC Industries Offers Fuel System, Combustion Chamber Cleaner CRC Industries’ Complete Fuel System & Combustion Chamber Cleaner cleans fuel system components, including the combustion chamber.
CRC Industries www.crcindustries.com/auto/automotive
THE COMPLETE REPAIR increasing vehicle efficiency, while reducing fuel system contamination
DETERIORATIOn Of THE fuEL TAnk AnD fILLER nECk LEADs TO: • Premature fuel pump failure • Fuel filter and injector clogging • Clogging of the fuel pump strainer • Damage to the electrical wiring
2 4
A High Quality Spectra Premium Fuel Tank Straps
A High Quality Spectra Premium Fuel Pump Assembly
• Erratic fuel level indicator • Illumination of check engine warning light
1 3
A High Quality Corrosion Resistant Spectra Premium Fuel Tank A High Quality Corrosion Resistant Spectra Premium Filler Neck
more info
www.spectrapremium.com
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The SOLOMO Principle! R
ecent research shows that 97% of consumers (all types) now search for local businesses online.Your business IS local... Do you still think that whether people talk or hear about you online doesn’t impact your business? 72% of people say that they will trust online reviews just as they would personal recommendations. Still think that the web has no impact on your business? 52% of people confirm that they have more chances of using a local business if they’ve seen positive reviews about it. Now if you think that because your organization is mostly business-to-business focused, these facts don’t apply to you, you are absolutely wrong. The web and social media have become the norm in doing business all around. In fact, 47% of B2B businesses are heavily involved on the web while 96% have tapped into it at least in some ways! Follow the three basic yet winning SOLOMO principles and make the most of your presence online!
SO Get/Be SOCIAL! In the previous issues of Uni-Scoop, I mentioned how networking has evolved over the last few years and how much of it is happening online. I also explained how you should tap into a few key online social platforms that are sure to help you drive business should you choose to explore them and adopt the SOcial principle. A business can never turn its back on building and maintaining its reputation...if not to gain new business, at least to preserve the one you have!
By Aida Benzakour Director of Communications, Uni-Select Canada
©iStockphoto/Thinkstock
WEB COLUMN
LO You have to think LOCAL! The nature of your business dictates that very principle! Think about it this way: if someone is looking for any kind of product or service, they will always start by looking for alternatives that are close by. They will only expand their search if they can’t find anything in proximity. So you will definitely want to make sure 1) that they find you and 2) that you will have built enough of a credible online reputation to inspire trust and influence their buying decision in your favor.
MO Online doesn’t mean much today if you don’t adapt to MOBILE! Look around you and count the number of people that don’t have a smart phone! The Google searches, Facebook, Twitter, LinkedIn... people connect on their phones! Mobile has taken over the traditional computer because it is much more accessible! So make sure that you have a mobile version of your website and that it is focused on the essentials that your customers want to know! It’s time to embrace the changes the market imposes on us. When you think of what you can do next to enhance your business, always keep in mind these three winning principles: SOcial, LOcal, MObile!
Source: www.forbes.com/sites/capitalonespark/2013/04/16/your-business-needs-to-get-social-local-and-mobile-fast/ 34
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©M
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