Canadian Technician April 2008

Canadian Mail Sales Product Agreement #40063170 Registration 10833. Return postage guaranteed. Newcom Business Media Inc., 451 Attwell Drive, Toronto, ON M9W 5C4

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APRIL 2008

www.canadiantechnician.ca

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VOL. 13 NO. 3

10

Departments Editorial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5 Letters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7 Reader Rides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7 Out & About . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9 Supplier News . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10 EyeSpy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10 Product Central . . . . . . . . . . . . . . . . . . . . . . . . . . . .31 Auto Puzzle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36 Ad Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37

23

Columnists Management S.O.S. . . . . . . . . . . . . . . . . . . . .13

By Kelly Bennett The Greenwood Report . . . . . . . . . . . . . . . . .17

By Bob Greenwood The Car Side . . . . . . . . . . . . . . . . . . . . . . . . . . .38

By Rick Cogbill

Features A Question of Ethics . . . . . . . . . . . . . . . .20

27

What do you say when a customer insists he bought premium parts at another shop—but you know they were not premium parts?

Air Conditioning . . . . . . . . . . . . . . . . . . .23 The design of modern cars has placed some new pressures on an already taxed AC system. Here’s why you’re seeing failures.

Spark Plugs . . . . . . . . . . . . . . . . . . . . . . . .27 No one likes to confront a stuck plug… but the notion of lubing the threads of spark plugs still causes quite a debate among techs.

38

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Editorial VOLUME 13

NUMBER 3

PUBLISHER Mark Vreugdenhil mark@canadiantechnician.ca (416) 614-5819 EDITOR / ASSOCIATE PUBLISHER Allan Janssen ajanssen@canadiantechnician.ca (416) 614-5814 NATIONAL SALES MANAGER Martyn Johns mjohns@newcom.ca 416 614-5826 REGIONAL SALES MANAGER Delon Rashid delon@canadiantechnician.ca 416 614-5829 CIRCULATION MANAGER Lilianna Kantor lkantor@canadiantechnician.ca (416) 614-5815 DESIGN & PRODUCTION Tim Norton production@canadiantechnician.ca (416) 614-5810 CONTRIBUTORS Kelly Bennett, Rick Cogbill, Larry Dickison, Will Enns, Jason Felesky, Bob Greenwood, Claire Newman and Hans Zundel DIRECTOR, QUEBEC OPERATIONS Joe Glionna PRESIDENT Jim Glionna PUBLISHED BY Newcom Business Media 451 Attwell Drive Toronto, Ontario M9W 5C4 Canadian Technician is published monthly except for January and July by Newcom Business Media, Inc., 451 Attwell Drive, Toronto, ON M9W 5C4. The magazine serves the Canadian automotive repair and service industry. Subscriptions are free to those who meet the criteria. For others: single copy price: $5.30; one-year subscription in Canada: $35.70 ($34.00 plus $1.70 GST); one-year subscription in U.S.: US$40; one-year subscription in all other countries: US$65. Copyright 2008. All rights reserved. The contents of this publication may not be reproduced by any means, in whole or in part, without prior written consent of the publisher. The advertiser agrees to protect the publisher against legal action based upon libelous or inaccurate statements, unauthorized use of photographs, or other material in connection with advertisements placed in Canadian Technician. The publisher reserves the right to refuse any advertising which in his opinion is misleading, scatological, or in poor taste. Postmaster: Send address changes to Canadian Technician, 451 Attwell Drive, Toronto, ON, M9W 5C4. Printed in Canada. Second class mail: Postage paid at Toronto. Canadian Publications Mail Sales Agreement #40063170. ISSN 1710-7644.

We acknowledge the financial support of the Government of Canada through the Publications Assistance Program toward our mailing costs. PAP Registration No.10833.

Kenneth R. Wilson Award Winner Member

Canadian Business Press

“Spring Project”

By Jason Felesky. Phone: (250) 494-4451 www.canadiantechnician.ca/covers APRIL 2008

Questioning cavalier behavior Treating every customer with respect is the right thing to do.

And it’s good for business too.

By Allan Janssen

S

ome people just aren’t suited to work the counter.

They’re gruff, they’re impatient, they lack basic conversational skills, they don’t make eye contact, they ignore questions they don’t like, and they can be ill-tempered and surly. In short, they have a nasty habit of making people feel truly uncomfortable.

This is not a person you want representing your business – especially in an era of rising consumer expectations.

These days people insist on being acknowledged when they walk through the door. They won’t tolerate being ignored while you answer a ringing phone. And if you interrupt them, condescend, or belittle their questions, you’re toast.

That kind of bad behavior is condemned in Chapter 1 of the Basic Management text book.

Well, this week I received a letter from a consumer who suggests repair shop owners may want to brush up on that chapter. This particular letter writer has found it ironic that shop owners consistently gripe about a poor public image when they themselves contribute to the negative stereotype by engaging in questionable – even reprehensible – business practices.

Like what? Well, he says consumers are routinely treated with contempt, bullied at the counter, and hoodwinked into buying unnecessary parts at criminally inflated prices. He has even witnessed customers being shouted at across the counter.

“What service industry could ever survive such cavalier behavior?” he asks.

Most disconcerting of all, he says he’s noticed a repugnant strain of racism at aftermarket shops.

Now, I can’t confirm that. I’ve certainly

never noticed it. But then again, I’m not the typical victim of racism.

I don’t know what qualifes him to comment on an entire industry. All I can tell you is that his letter does not sound like a hysterical rant for political correctness. It is a thoughtful appeal for decency and respect. And I believe the writer is absolutely correct in expecting this at independent repair shops.

“I have a university degree and am fluent in English,” he concludes. “If I have faced this, I shudder to think of the plight of those with less or no command of English.”

“These are serious charges indeed,” I wrote back. “I want to believe they are not as pervasive in our industry as your experience has led you to believe.”

I know of many shops which have made great strides in improving customer service and which strive to treat people fairly in all circumstances.

They’re investing in improved customer relations. They’re sending their service advisors to school to learn how to read body language, and hear the question behind the question.

Most importantly, they’re treating everyone with respect. Everyone.

And while it would be justification enough to do all of this just because it is the right thing to do, it must be pointed out that there’s a financial reward for getting your customer service attitude straightened out.

Today’s consumers insist on good service. If that’s what you offer, you stand a chance to earn their loyalty. If you don’t, you’re not even in the running.

You can reach me at 416-614-5814. Or e-mail me at ajanssen@canadiantechnician.ca.

CANADIAN TECHNICIAN 5

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LARRY DICKISON

LETTERS Technology can be friend or foe, it all depends on your attitude RE: Invest in your future, November 2007 I enjoyed Bruce Eccles’ well-written article. It would have come in handy as ammunition at recent meetings where we have discussed training. In some areas where we have overcrowding in the night classes, we have loads of space in afternoon training. Shop size and personnel issues certainly come into play, so night training is sometimes the only option. However, I think we’d all agree that students are more likely to get the full benefit of a class if they haven’t just completely a full day’s work. I believe technology is your friend, if you embrace it. If you see it as a foe, it will be a battle that you cannot win.

Dave Burke ACDelco Regional Manager Oshawa, ON

Air bag deployment, no seat belt could be deadly combination RE: A Question of Ethics, February 2008 Interesting discussion about disconnecting the seat belt warning bell (Strap Yourself In!). I just wanted to point out that if you get into an accident that deploys the airbag, not having your seatbelt on could prove to be fatal.

Just thought I’d throw that out there, since I didn’t see that mentioned. Love your articles!

Terry Nadeau Pigeon Lake Automotive Mulhurst Bay, AB

Slim’s observations about resistance is mirrored in real life RE: The Car Side, February 2008 Great article! I’ve found that the 1997 and ’98 Volkswagens I run have, in fact, caused me a lot of grief, due to corroded grounds—including ones to the ECM! Great summation: “I’m avoiding the paths of high resistance. Life runs better that way!”

Geoff Tisdale Kansas City, KS

Editorial struck a nerve RE: Learning Together, February 2008 My husband, Rick Macdonald, receives your wonderful magazine every month.

He worked for the Nissan dealership in Whitehorse for many years, but four years ago he semi-retired, opening his own shop on our property out in the country.

(Although, he actually does a roaring business at times, so it doesn’t always feel like semi-retirement!) We both very much enjoy your magazine. I read your editorial as soon as it arrives, and we always comment to each other about what you’ve written. Your editorial in the February issue was just excellent. It carries a very relevant message for today’s industry.

Thanks for producing such a high-quality publication.

Diane Parenti Mountain Range Mechanical Whitehorse, YT

RIDES

Reader

Steven Lee, an apprentice technician at a Canadian Tire store in Ontario, sent in this picture of his truck. Over the past seven years, he has done major upgrades, transforming it from a stock four cylinder S-10 to a semi pro-street vehicle.“I’m looking to make it even faster in the years to come,” he says. Some of the modifications include tube frame back half with ladder bars, six-point cage, and a small set of 31x18.5R15 rear tires.

You can see more “Reader Rides” on our web site at www.canadiantechnician.ca. And if you have a photo of your hot ride, feel free to send it in.We’ll put it up!

APRIL 2008

CANADIAN TECHNICIAN 7

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How healthy is your vehicle’s engine? www.MobilOil.ca A healthy car depends on a healthy engine. And a healthy engine depends on the right motor oil. From the makers of Mobil 1, the official motor oil of NASCAR, come 2 new motor oils – Super 1000 for newer vehicles and Super 2000 for high-mileage engines. Each specially engineered to enhance performance at specific stages of your car’s life. Premium performance and protection for the vehicle you drive every day.

Ask for the Mobil product that’s right for you at your next oil change.

Mobil, Mobil Super, Mobil 1 and the flying horse are trademarks of Exxon Mobil Corporation or one of its subsidiaries. Imperial Oil licensee. NASCAR is a registered trademark of The National Association for Stock Car Auto Racing Inc.

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&

About

Tax time

How to take advantage of the new “Tradesperson’s Tools Deduction.”

Introducing a New Line of Premium Engine Oils

Mobil Super

1000

Engineered to exceed OEM warranty requirements.

I

f you haven’t already completed your 2007 tax return yet… well, the clock’s ticking. But when you get around to it, you’ll definitely want to claim any eligible deductions for tool purchases.

Yes, some tool expenses are now officially tax deductible — up to $500, in fact. That’s in addition to the concession for apprentices won back in 2001.

If you need more details, visit the Canada Revenue Agency web site… but it’s actually pretty straightforward. You get an annual deduction of up to $500 if you bought at least $1,000 in new tools or toolboxes after May 1, 2006 (that’s right: 2006, it’s not a typo) while you were employed as a tech. A stipulation is that those tools were not used for anything other than professional auto repair.

If you’re doing your own taxes this goes on line 229 of your tax return as part of your total employment expenses.

If you plan to claim the deduction, your employer must sign a T2200 (“Declaration of Conditions of Employment”) stating you were required as a condition of your employment to provide tools, and that you used them for the job. You can print a T2200, along with the rest of the forms (the whole package is called “T4044”) from Revenue Canada’s web site. And make sure you have receipts for the tools – at least $1,000 worth.

You’ll also have to attach a completed “Statement of Employment Expenses” (form T777) to your tax return — if you’re using tax software, just complete the “Employment Expenses” section of the program.

Apprentices can claim both the new Tradesperson’s Tools Tax Deduction and the Apprentice Tools Tax Deduction, but you need to calculate one before the APRIL 2008

Engineered in Canada for the latest engine technology, Mobil Super 1000 exceeds OEM (Original Equipment Manufacturer) warranty for every major gasoline car and light-duty truck manufacturer including turbo-charged engines.

Mobil Super

2000

Engineered for high mileage vehicles and longer oil drain intervals.

other. According to the web site, “as an eligible apprentice mechanic, you must first calculate the tradesperson’s expense deduction, if any, that you qualify for. This deduction is then taken into consideration in your calculation of the apprentice mechanic’s tools deduction.”

These recent changes are a good start. But if you want all of your tools to be completely deductible, let the federal finance minister know. Send a letter or post card to Jim Flaherty. Or e-mail him at jflaherty@fin.gc.ca. You can also use the ‘comments’ form on the ministry’s web site. Ask for a reply and follow-up on the details. Don’t just assume someone else will do it for you—they likely won’t!

Let Flaherty know that these changes are a good start, but techs still need more. Let’s not allow this “good start” be the final word on the tooldeduction issue.

Engineered in Canada, Mobil Super 2000 is recommended for high mileage vehicles with over 120,000 km and provides guaranteed oil drain protection for 10,000 km or 6 months, whichever comes first.*

www.MobilOil.ca

*Excludes severe service applications involving: racing and commercial use; frequent towing or hauling; extremely dusty or dirty conditions; or excessive idling. While under warranty change oil at the manufacturer’s recommendation.

Mobil, Mobil Super, Mobil 1 and the flying horse design are trademarks of Exxon Mobil Corporation or one of its subsidiaries. Imperial Oil licensee.

CANADIAN TECHNICIAN 9

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Supplier News AIA announces personnel additions Steve Houle has been hired as director of national business development for the Automotive Industries Association of Canada.

He’ll be responsible for planning, delivery and monitoring of the association’s national membership recruitment and retention initiatives as well as all sponsorship programs. He will also manage the sales force for the association. Mireille Schippers has been hired as manager of member and industry relations. She will support the planning, development and implementation of the Motorist Assurance Program of Canada.

UAP’s Robert Hattem to represent aftermarket at CAPC Robert Hattem, president and COO of UAP Inc., was appointed to the Canadian Automotive Partnership Council (CAPC) for 2008. CAPC is an industry-led organization addressing the key competitive issues facing the Canadian automotive industry and identifying actions needed to strengthen it in the short and long term.

Prenco, Docap strike distribution deal Prenco Progress and Engineering Corporation and Docap (a division of Drive Products) have announced a new national parts distribution program for the full range of Prenco branded products. Brake hydraulics, emission components, timing belts, ignition wire sets, ignition coils, coil-on-plug and distributor parts, are now available in all Docap warehouses across Canada.

Shad’s launches fundraising web site Since 1973, the aftermarket has raised $3,276,000 for muscular dystrophy research through Shad’s R&R fundraising efforts. Information about Shad’s—including its annual golf tournament and related raffles—can now be found at www.muscle.ca/index.php?id =1544. The entire automotive aftermarket, from coast to coast, is invited to get involved, and reach the target of $3.5 million.The current ‘YES WE CAN’ ad campaign really captures all the critical information needed to get to the Shad’s R&R goal and help kids with MD. Go to the web site, or the golf event on June 12, and do your part to help support the Muscular Dystrophy Canada campaign through Shad’s R&R.

Shad’s launches fundraising web site Carrus Technologies has completed the development and integration of a direct link from its AutoWay, GlassWay and CollisionWay software into the NAPA eCatalogue to allow customers to access the NAPA PROLink web site for Internet ordering.

According to NAPA Canada the link to Carrus software will give service providers across Canada access to a powerful, fully bilingual ordering tool that will significantly increase efficiency. Shops can use the Carrus software to access the NAPA eCatalogue, access NAPA store inventories, get custom pricing and transmit part orders. Details can be found at www.carrustechnologies.com.

10 CANADIAN TECHNICIAN

OUT & ABOUT

Canadian aftermarket healthy, and expected to grow: study

A

study by the Automotive Industries Association of Canada says steady growth and opportunity will define the automotive aftermarket over the coming years.

The AIA’s biennial Outlook Study predicts the average annual cost of repair will jump to $1,141 in 2010, up from $1,044 in 2006. Prime aftermarket vehicles that are 6-12 years are expected to reach a decade high of 43% of the fleet.

The study also shows that in the period spanning from 2001 to 2006, the average annual growth rate was 3.1%.

“The study shows some very encouraging increases in market potential for repairs and maintenance in the coming years,” says AIA president Marc Brazeau. “It indicates many areas of opportunity within our industry and offers some solid insight into the future of our target markets.”

Brazeau said the biggest opportunity lies in capturing some or all of the underperformed maintenance that exists. DesRosiers Consultants determined that, in 2006, 47.8 million scheduled maintenance jobs were not completed on Canadian vehicles, across seven categories of maintenance. This represents $2.1 billion in lost aftermarket potential.

Diagnostic Tool study According to an unrelated study by The Freedonia Group, the demand for automotive diagnostic tools is expected to grow in the U.S. by 5.4 percent annually through 2011.

According to the detailed study of the $975 million US automotive diagnostic product industry, demand is being driven mainly by the increase in electronic and electrical systems in cars, as well as a shift toward technician-owned handheld devices, and the rising influence of software over hardware.

The study points to steady growth year over year to $1.3 billion by 2011. It presents historical demand data for 1996, 2001 and 2006, and forecasts for 2011 and 2016.

Freedonia, a Cleveland, OH-based industry research firm, expects electronic systems to comprise more than 45% of total value of new vehicles by 2016; up significantly from the 15% they represented in 2000. As a result, light vehicle electronic content and system sophistication levels continue to climb, opening new market space for more advanced diagnostic equipment.

It also notes a clear transition from highly expensive shop-owned “big box” diagnostic devices, toward technicianowned handheld systems.

When technician Stephan Chagnon of MidWest Tire in Winnipeg drove a customer’s 1999 Cavalier onto the hoist for a simple oil change, the last thing he expected to see was a pigeon staring back at him. It appeared stunned so, after taking a few pictures, Stephan carefully removed it from the car and took it out to safety.Twenty minutes later, it seemed to regain its senses and flew away. Submitted by David Hudson, MidWest Tire.

Have an interesting picture to share? Send it to Eye Spy, c/o Canadian Technician, 451 Attwell Drive, Toronto, ON, M9W 5C4. Or e-mail your high-resolution image to the editor: ajanssen@canadiantechnician.ca APRIL 2008

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© 2007 DaimlerChrysler Canada Inc. Chrysler and Dodge are registered trademarks of DaimlerChrysler Canada Inc. a wholly owned subsidiary of DaimlerChrysler Corporation.

Jeep is a registered trademark of DaimlerChrysler Corporation used under licence by DaimlerChrysler Canada Inc. Mopar is a registered trademark of DaimlerChrysler Corporation.

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MANAGEMENT

S.O.S. EMBRACE your inner introvert

In this series of fictional letters from a new shop owner to his former boss, management trainer Kelly Bennett discusses basic business principles that apply to the automotive repair industry.

Introvert brains and extrovert brains work very differently.

It’s important to know which one you’ve got!

t e didn’ ion. Sh s quest ’ r ack e b m o e t a cus s in th eyes at the guy y t m a : y g d l n e l i l e I yel f roll Dear K n be. t mysel t after nt I ca I caugh was jus impatie y s w a i o d h h r t e d t ed a t Yes realize just ne ess! Bu ddenly imes I k goodn u t n s e a m h I o t s d , n ion. see me uch, a le, and y quest me so m th peop ere’s m i h g w n o i g S g n g i u . l b I was of a of dea to stop thought at kind ly sick all? Wh erson I et real p g r e e t I l f p a , o n I mea the pe siness ’m not this bu s? guess I ut for ometime o I t . u k c a e t alone s o br n t f m e ’ l I aybe to be think m st want Do you if I ju e b I d l ner cou shop ow —Erol

Dear Erol: You’d be a normal shop owner, that’s what!

I think you’re being a little hard on yourself, Erol. I’ve seen you in action, and you’re great with people. But everyone needs some down time. That’s normal.

Rather than trying to figure out whether you’re a ‘people person,’ I think you ought to ask yourself if you’re an introvert or an extrovert. Most people think they know where they fall on that scale. Some would be wrong.

I’m reading a book right now that is blowing my mind. It’s one of those that you APRIL 2008

wish you’d read before you went into business for yourself. It’s called The Introvert Advantage: How to Thrive in an Extrovert World, by Marti Olsen Laney.

Here’s how I came to read that book. I was visiting my friends Shane and Sandy, and while I was there, Sandy casually mentioned that she thought I was an introvert. I have to tell you, Erol, I was a little offended. I’ve always thought introverts lacked confidence and social skills. I know I’m no Anthony Robbins, but I sure knew I wasn’t an introvert! Besides, research shows that shop owners tend to

be ‘socializers’ and ‘drivers’ (remember that personality test I gave you a few months ago? If you need a refresher, send me an e-mail at kellythecoach@aol.com and I’ll send it to you). We like people, we like being helpful, and we like to socialize… a lot! I was certain that I was an extrovert, just like all of my shop owner friends. But when I asked Shane what he thought about his wife’s insult to me, he said, “Absolutely, you’re an introvert.”

You could have knocked me over with a feather. And a few tests later (including one from Laney’s book in which I scored 27 CANADIAN TECHNICIAN 13

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Larry Dickison

time every day to read. It may be only 15 or 20 minutes, but books can help melt my stress away. They get me to focus on something else besides my business.

out of 29) it is confirmed. I am an introvert.

I’m still in shock!

But what I’ve been learning has helped me immeasurably at work. The simple fact is that introvert brains and extrovert brains work very differently. And it’s important to know which brain we’ve got, so we can avoid activities that cause us to get stressed and, ultimately, to burn out.

Probably the biggest difference between introverts and extroverts is how we recharge our batteries. Extroverts do it in social situations. They get energized at parties. Introverts do it on their own. They get drained at parties. That certainly resonated with me. Yes, I like people. And, yes, I like my customers. And I really like my team. But I can’t be around them all the time. I get exhausted after a while and I find reasons to excuse myself. I never realized I was just getting away in order to regroup and recharge.

Now it’s obvious. I’m an introvert.

So how does that affect my business?

Well, it won’t hurt my business – as long as I’m aware of the fact, and I limit those situations that make me uncomfortable or cause me stress. When I start to get that nagging feeling that it’s time for me to get away, I listen to it. Introverts are not like cars with an alternator that allows them to recharge their batteries while they’re going 80 km-h. And they’re not like those fancy jets which can refuel in mid-air. In their attempts to keep up with extroverts, a lot 14 CANADIAN TECHNICIAN

of introverts end up running on fumes.

So here are a few things I do to help me recharge.

1. I always leave the shop for lunch.

Always. I sometimes have to force myself because it feels like I’m abandoning my employees, but the change of scenery does me good. I’ve even asked the techs to put their tools down at lunchtime.

Some of them get so focused they just want to finish the job and they end up eating in the bay. I don’t think that’s healthy. I’ve fixed up the lunch room so it’s a comfortable place for the technicians to hang out, and we’re building a library of DVDs for them to watch together. As for me, I’m close enough to my home that I can make a quick lunch for myself there, have a power nap and a shower, and come back to the shop completely refreshed and ready for the rest of the day.

2. I bought some noise-canceling headsets so that when the world presses in too close, I can put on my favorite music and completely withdraw into my own world.

You’d be surprised how efficient I can be, working away at my desk, with no outside distractions. Sometimes people have to wave a flag to get my attention.

3. I use books as a recalibration tool whenever I get stressed at work. I set aside some

4. I take time outs whenever I really need one. Last week I was watching Dustin’s basketball team in the dying minutes of a very close game. With less than two minutes left on the clock, they were just a couple points down. Whenever they scored, the other team matched them. Dustin’s team just couldn’t get ahead, and the players were starting to get desperate. The coach saw this and called for his last time out. Dustin told me later he just wanted everyone to take a breath and get focused.

You know, it worked. They ended up winning by four points! There’s nothing wrong with taking a time out when you need it.

The more introverted you are, the more you need to do what I’m talking about here. Introverts need to recharge their batteries away from people… and it sounds like you haven’t been getting a chance to do that.

I’ve learned to embrace my inner introvert. We can do everything an extrovert can do… we just prefer to do it by ourselves sometimes.

Well, my friend, I’m going to be away for a couple weeks. The stress of getting my second shop up and running has taken a bit of a toll on my relationship with Kerry. I’m going to use my points and free hotel nights for little vacation to New York. We both need it. And I can’t think of anyone I’d rather recharge my batteries with!

As always, I’m only an e-mail away.

–Kelly Kelly Bennett is a certified management trainer with 18 years experience coaching automotive repair shop owners.

You can reach him at kellythecoach@aol.com

APRIL 2008

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CARQUEST.ca

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A lot of boats are going to get swamped, and some will sink to the murky depths of business failure.

By Bob Greenwood

H

The PERFECT STORM

igh consumer debt… better quality vehicles… new challenges obtaining OEM information, tools, and training... more competitive dealership service departments… increasing difficulty finding and retaining competent technicians… commodity pricing that is all over the map due to the high Canadian dollar…

Welcome to the aftermarket’s ‘perfect storm.’

We’re seeing a confluence of factors that is stressing independent repair shops across the country, and presenting a steep learning curve to shop owners scrambling for business.

The December 2007 survey of independent repair and service shops indicates that some shop owners are being lured into the trap of discounting their services. In their desperation to “stay busy” instead of “stay profitable” they’re simply not charging what they need to move the business forward. Their shops may attract activity, but that won’t pay off APRIL 2008

in the long run.

Gross profit percentages are up, but the total gross profit dollars are down.

The average shop has experienced at least a 7% drop in total sales per hoist from last year. Despite the loss of business, most shops have retained the same number of technicians on staff.

The perfect storm is going to swamp a lot of boats, and claim more than a few to the murky depths of business failure.

Comparing this most recent survey to others done over the past three years, however, there is some room for optimism. I believe the top 50 per cent of shop owners are finally seeing where they have to go, and are doing their best to transform their businesses to reflect new realities.

• Total average shop gross profit reached 60.9% this year, after hovering for years between 55% and 58%. (The objective remains 70%, but it’s nice to see the numbers rising!)

• Shops are growing in capacity as well.

The industry average now stands at 4.2 hoists per facility, which is up from the traditional 3.5 hoists.

• The monthly labor billed is starting to improve. The average shop is averaging 69.7% which, although still short of the 75% to 80% we’d like to see, is a 9% increase over the last three year average.

This is the best news of all. For shops to survive, the labor component must be in check improved labor billings means improved efficiencies.

Hopefully, these positive trend lines will continue.

Unfortunately, however, there are still a couple of issues not being addressed by the majority of shops out there.

For one, they’re still spreading out their parts purchases among too many jobbers – not offering the kind of loyalty to a single supplier that would allow the distribution segment to improve their efficiencies and offer better service in the CANADIAN TECHNICIAN 17

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THE GREENWOOD REPORT

long run. And there are definitely some issues to be addressed in the distribution segment. There are frequent complaints that jobbers are not stocking properly.

Too many jobbers are still marketing only on price rather than value. And there are ongoing fit, form, and function issues –which the distribution segment can help solve by holding manufacturers’ feet to the flame.

Another issue is the continued reliance on dealer parts – it’s actually increasing in some regions of the country. This is draining much needed cash from the aftermarket.

Let’s see what the latest survey revealed in regions across the country.

Ontario The perfect storm has hit with a vengeance here, where the Canadian dollar and the global economy are conspiring to introduce new challenges for the manufacturing segment. Economic uncertainty has led consumer confidence to drop and consumer debt to soar. The result is that many people are deferring vehicle maintenance work.

Our sector of the industry must do a much better job of educating the consumer that budgeting properly for ongo-

GET INVOLVED! Think these numbers are helpful to your business? Wait until you see the full report!

All the shop owners who completed the Canadian Independent Automotive Shop Survey received the complete report, with valuable data to analyze and use as a benchmark.

And you can get in on the deal. Simply log on to www.ekw.ca and click on the Shop Survey icon to register your business for the next survey

ing vehicle maintenance is less expensive than being caught with a broken vehicle.

Not only does it cost more to repair a vehicle when it breaks, but there’s also an inconvenience factor, which stresses the consumer, and strains the relationship with the repair shop.

Total commodity sales per shop has decreased 17.2% over the year, and while billed labor dollars have increased 9.2% much of that stems from a 5.4% increase in the average labor rate. Ontario shop owners must focus on business processes at the front counter, and build solid relationships with each client.

And they have to get out of the bay!

Compared to 2006, the average owner is spending more time in the bays because

it’s getting tougher to find technicians to take over the workload. It’s easy to blame demographic and societal trends for this problem, but shop owners must find their own solutions to the worker shortage.

They have to make their shops more attractive to employees. Great technicians want to work in great shops.

The owner’s time in the bays has increased 35.8% over 2006. How much business was lost because management was not concentrating on the business processes that are now required to offer consumers better value, meet their expectations, build confidence, and increase customer retention? Average billed hours per invoice went from 1.4 in 2006 to 1.5.

That trend will continue as management

Canadian Independent Automotive Shop Survey • April 2008 Parts GP% (Aftermarket)

Parts GP% (Dealer)

Total Bay GP%

Average Hoists per shop

Avera Mont pe

Oil GP%

Tires GP%

Batteries GP%

Eastern Ontario

43.8

21.3

38.8

45.0

25.3

62.8

4.5

$

Central Ontario

39.8

23.8

30.3

48.9

32.3

60.7

4.5

$

Southern Ontario

41.3

25.1

33.2

44.1

27.6

60.1

3.9

$

Ontario Average

41.6

23.4

34.1

46.0

28.4

61.2

4.3

$

British Columbia

35.0

25.2

28.8

56.2

27.9

62.8

3.3

$

Alberta

46.5

24.2

38.6

54.1

37.7

61.4

4.3

$

Saskatchewan and Manitoba

35.8

20.0

31.3

53.5

27.1

63.9

5.6

$

Western Canada

40.6

23.6

33.9

54.6

32.7

61.9

4.4

$

Atlantic Canada

33.4

25.2

31.2

43.4

30.6

55.1

3.0

$

39.3

23.5

33.2

42.3

29.7

60.9

4.2

$1

CANADIAN AVERAGE

18 CANADIAN TECHNICIAN

APRIL 2008

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spends more time out front rather than in the bays.

processes and individual client focus still need to be fine-tuned to achieve the correct billed hours per invoice.

Western Canada The boom continues. Now, if only shops could learn how to take advantage of it!

What happens if the boom starts to disappear? What an opportunity lost.

Total shop gross profit increased to 61.9% in 2007 from 59.2% in 2006. Average commodity sales dropped 15.8% overall but billed labor increased 21.1%. That may sound huge, but billed hours per invoice went from 1.9 in 2006 to only 2.1 in 2007 contributing to the overall increase in total gross profit of the shop. Increasing billed hours per invoice is a step in the right direction but labor rates went up 13.9% over 2006 (before inflation).

Clearly, watching sales can be misleading. Watching specific productivity tells the real story. The shops were busy but that doesn’t mean the consumer was properly served, or that all the business was captured. Shop owners were spending less time in the bays and this action had a positive effect on technician productivity as it went up 9.6% but still failed to achieve the required billed 2.5 hours per invoice.

The message is that shops are increasingly doing things right but front counter

Atlantic Canada This region continues to push its staff to extremes and everyone is working hard.

Sales are up, but profits are down.

Productivity-per-technician may look good, but it’s telling us the average shop is under staffed by at least one person in the bays. Technicians are being rushed to perform their work, as average billed hours dropped to 1.2 in 2007, from 1.6 in 2006.

The philosophy of “bang them in and bang them out” is not serving the consumer well. Ultimately it will lead to vehicle breakdowns, as the vehicles are not being properly maintained. This is simply poor management.

Door rates went up 14% (before inflation was factored in) and technician wages went up 8.8% which means the shop’s just not making any headway to increased profitability. They’re running to stand still.

Dealer parts as a percentage of parts sales is increasing and jobber loyalty is slipping. Couple that with a traditionally uninformed consumer and it’s clear this region will continue to struggle.

The perfect storm Many issues have converged to present huge new challenges to the independent sector of the automotive aftermarket.

Dealing with them effectively is a complex process, but it will depend on management – and staff – exhibiting the interest and discipline to learn new ways to run the business.

Those who stick to the old way of doing things will pay the consequences for their inaction.

Don’t allow that to happen to you. Your family, your employees, and your business are counting on you.

Bob Greenwood is president of E. K. Williams & Co. (Ontario) Ltd., a management consulting company (www.ekw.ca), and the Automotive Aftermarket E-Learning Centre (www.aaec.ca).

He’s also on the board of directors of the Canadian Independent Automotive Association (www.ciaassociation.org). You can reach him by phone at 800/267-5497; by fax at 905/331-6180; or by e-mail at greenwood@aaec.ca.

Average Number of Full-Time Technicians

Average Monthly Labor $ Per Technician

Percentage of Time Owners spend working in bays

Average Labor Productivity % per Technician

Hourly Labor Rate (Mechanical)

Hourly Labor Rate (Diagnostic)

Parts Sales Aftermarket %

Dealer Parts Domestic %

Dealer Parts Import %

Average % parts purchased from main supplier

$14,765

3.2

$10,614

24%

70.4

$88.67

$119.63

78.3

10.7

11.0

76.7

$14,281

3.7

$8,410

21%

57.9

$85.35

$106.60

76.9

16.6

6.5

73.2

$18,442

3.5

$10,605

21%

77.2%

$80.81

$111.12

73.2

16.7

10.1

78.9

$15,973

3.3

$10,031

22%

73.8

84.94

$113.45

76.1

14.6

9.3

76.2

$19,273

2.8

$10,753

35%

73.9

$85.51

$102.42

82.0

8.9

9.1

65.2

$21,793

3.5

$11,473

16%

67.4

$100.15

$133.38

76.6

19.0

4.4

62.8

$13,925

4.1

$8,624

23%

56.5

$89.78

$130.84

78.5

11.3

10.2

76.9

$18,566

3.2

$11,758

25%

65.9

$91.81

$123.88

79.0

13.1

7.9

68.3

$22,847

2.8

$9,747

33%

83.2

$77.60

$62.20

76.0

17.0

7.0

71.0

$15,269

3.5

$10,032

25%

69.7

77.4

14.3

8.3

72.1

Average Total Monthly Sales per hoist

APRIL 2008

$84.64 $112.38

CANADIAN TECHNICIAN 19

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A Question of

Always be diplomatic

Premium part? I don’t think so!

You find significant pad wear on a new customer’s car.The customer says that’s impossible. He just had the job done a month ago at another shop and he paid extra for premium quality parts.You know those are not premium parts. Do you tell him the other shop ripped him off?

Show him the problem

Don’t denigrate other shops

The easiest way to resolve this is to refer the customer back to the dealer or shop that performed the original repair. Show him the problem, and explain it to him in terms he can understands. No jargon.

Don’t denigrate the shop that performed the repair. You may gain a new customer in what could otherwise be a dicey situation.

Paul Craig Morningside Suzuki Scarborough, ON

First thing to do is show the customer the concern. Second, and most important, is to never, never, never denigrate another shop. If their work is that bad, they’ll hang themselves sooner or later.

Remember, though, there could be another side of the story that the customer isn’t telling you. I’d get the history of the vehicle from the customer, and find out if there has been a problem with premature wear before. Offer a thorough diagnostics, to find out what happened, and offer a written estimate.

I’d also suggest he might want to return to the other shop and ask about warranty. That way the other shop has a chance to clear itself and make it right. If we as an industry don’t look out for each other, who will?

Al Pilon Almar Automotive Ltd. Barrie, ON

Deal with the facts I’d simply say, “Be that as it may, your car requires brakes.” Don’t bad mouth anyone. Just deal with the facts. We’re always dealing with people that remember a year ago as last month!

Christopher Hochheimer Canadian Tire Sarnia, ON

If you could say 100-per-cent for sure that the previous shop installed something less than the customer paid for, of course you do. You’re not being honest yourself if you keep the truth from your customer.

I’d be diplomatic, though, in explaining that they did not receive premium parts and they should recheck their invoice, and take it up with the other shop.

Blake Noecker Fountain Tire High Prairie, AB

Be a professional Absolutely not! When you trash another shop like that, it just makes you and our whole industry look cheap. This is one of the reasons our industry has such a poor reputation. Be a professional and allow the other shop to make it right.

Russ Hudson Hudson Auto Care Centres Langley and Abbotsford, BC

Get him to check his bill We try not to bad mouth other shops.

We’d inform the customer that there was a problem with the brake pads and perhaps he should go back to the pervious shop. We would also suggest he check his bill for the part number of the pads. There should be a one-year warranty on the parts. It might be wise to check the calipers for proper operation, if they’re seizing, that could wear out the pad. Or a bad brake hose failure could cause the same problem.

Neil & Leslie Simpson Simpson Auto, Ltd. Chilliwack, B.C. See all the answers that came in! Visit www.canadiantechnician.ca.

He may have a warranty I would not bad mouth another shop because sometimes parts wear prematurely. I’d advise the customer to return to the shop where the work was done because he may have a warranty. I’d also tell him if he doesn’t get the service he’s looking for, I’d be happy to help him out.

Rick Engel, C.A.T. The Tire Warehouse Edmonton, AB 20 CANADIAN TECHNICIAN

• Weigh in on an upcoming Ethical Dilemma • One of your customers has picked out some fancy new wheels for his car, but doesn’t want to pay the extra money for new TPMS sensors to match them.

He tells you not to worry about the sensors. Do you change the wheels without changing the sensors?

Tell us what you think. Send your answer to ajanssen@canadiantechnician.ca APRIL 2008

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Š2008 Tenneco

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Under

PRESSURE

The design of modern cars has placed some new pressures on already taxed AC systems.

By Hans Zundel

F

or the last three or four decades, air conditioning service has largely been a matter of replacing seals and leaky pressure components.

But since the introduction of R134a in 1993, automotive AC systems have been evolving at a steady pace, incorporating new electronics and higher technology.

Without getting into a discussion of refrigerant blends and sealers, and the myriad of problems associated with them, it’s safe to say that the bulk of AC system issues are caused by the mechanical failure of its components. And that these failures are accompanied by a few electrical, electronic, and maintenance-related troubles as well.

Many of them stem from the constraints placed on the system by unique design and construction aspects of modern automobiles. Other problems are just modern versions of failures we’ve seen for decades.

Let’s have a look at some of them.

Component design With inflated fuel costs and ever-increasing focus on the environment, carmakers have been trying to reduce the fuel consumption of the cars we drive. And two of the most popular ways to achieve this include weight reduction and streamlining.

The use of lightweight and smaller components has resulted in parts that operate at the outermost limits of their capabilities. Lighter and smaller displacement compressors must run at higher duty cycles to achieve their goals.

Condensers and evaporators are made of thinner and lighter gauge aluminum, which is prone to corroding through and cracking at joints. (No wonder, then, that several OEMs have condensers that crack where mounting brackets are attached— APRIL 2008

This restricted cabin air filter (a common find) reduced airflow and resulted in a “poor cooling complaint.”

especially when subjected to road vibration and thermal cycling.)

R134a – the new standard On top of all that, the entire system’s cooling capacity has been reduced. R134a simply does not cool as well as the old R12 does, which explains why some customers have been so insistent in their attempts to stick with the old, rather than switching to the new. Because of the capabilities of R134a, extreme heat and humidity may trigger a “poor cooling” complaint from a customer, even when the system is functioning as designed.

Air flow The reduction in wind resistance has brought a new shape to the cars we see

and work on, and with that comes a change in how cars breathe. Where most of the airflow through a condenser and radiator used to come directly through the grille and from a mechanical clutch type fan, the favorite method of cooling amongst most OEMs is now the electric cooling fan. The lion’s share of airflow makes its way to the condenser from below the car, directed there by chin spoilers and tiny openings in bumpers.

(Have you ever seen a car with a mutilated or altogether missing spoiler? You can bet the AC system is under tremendous stress, especially if the car is also equipped with auxiliary transmission and power steering coolers!)

Lower hood lines and transverse mounting make for cramped engine comCANADIAN TECHNICIAN 23

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partments on all but the biggest models.

This results in poor airflow and increased engine bay temperatures.

Added complexity The modernization of AC components has brought its own set of pattern failures.

The trend towards “dual zone” climate control, for example, has complicated the operation of in-cab equipment—both electronically and mechanically.

Lightweight materials and inadequate design cause frequent blend door failures, which, as we all know, almost always involves meticulous and expensive disassembly of the interior of the car – ranging from four to 10 hours work.

With automatic temperature controls becoming quite common, we often see systems that regulate temperature differently on each side and at the rear of a car, not to mention they also take sun load into account. This increased adaptability means more sensors, more modules and more software. Dirty or dusty cab air, wildly fluctuating ambient temperature, and light conditions can cause inconsistent operation of AC systems.

Dash-mounted controllers are prone to failure, especially if not protected from the high current draw of the blower fan.

Many blower resistors are now manufactured as printed circuits, which have a poor track record in our roller coaster climate zones.

Some complaints can be resolved by simply re-programming the appropriate control module with updated parameters or a different operating strategy. This may not be a regular occurrence, but like drivability diagnosis, it will become a regular method of repair.

Poor maintenance A common customer complaint is “lack of cooling” which, when translated from consumer-speak, actually means poor airflow.

With the introduction of the cabin air filter, a new avenue for neglect has created an opportunity for us. The plugged cabin filter provides us with two opportunities: profit from the repair, and more importantly, a chance to educate our clients on the benefit of regular maintenance.

Another maintenance-related failure is a bit more difficult to catch. It comes disguised as a low-refrigerant condition— 24 CANADIAN TECHNICIAN

even though no leak can be found anywhere in the system, regardless of the effort exerted. The culprit is often the venting of the compressor’s pressure relief device. Thorough investigation will reveal a radiator and/or condenser plugged with mud or other debris. It may not be apparent until one looks deeper than what’s showing behind the grille, and shining a light through the radiator from behind reveals the restriction to airflow.

The use of automatic belt tensioners and multi-rib belts has reduced the incidence of belt-related problems, but even these cannot be left out of the diagnostic picture. Tensioners can lose strength, and belts can become cracked, glazed, and out of alignment. The resulting slippage can reduce their ability to turn the compressor at the necessary speed.

Even something as simple as low coolant level can impair an AC system’s ability to remove heat from the cab, not to mention what happens when an unqualified do-it-yourselfer has tinkered with coolant flow valves or vacuum controls under the hood. It always pays to check the basics before going too far with a diagnosis.

Electrical issues Electrical failures are as common today as they’ve been in the past. The most common are probably open or shorted compressor clutch coils, inoperative cycling switches, and failed cooling fans.

In addition to those old chestnuts, however, are new problems stemming from new electrical designs. Pressure transducers are replacing or supplementing cycling switches on most new models, allowing for precise pressure information to reach the HVAC module or PCM. These

A pressure transducer will have three or more wires. This allows more precise data transfer to the HVAC controller.

transducers are susceptible to shorting or going open circuit, just like any other component, and often set trouble codes to aid in diagnosis.

Be sure to remove electrical connectors on the switches and transducers to allow your leak detector access to the inside – these are common defects.

The clutch coils can usually be replaced individually, but there’s a trend among OEMs to replace the compressor as an assembly, clutch and all. Remember that cooling fan failures can cause that “mystery leak” at the relief valve, due to skyrocketing system pressures.

Electric cooling fan failures can sometimes result in loss of refrigerant or trip the check engine light, adding extra steps to the repair procedure.

While the cars have changed and the technology has evolved, the basic AC system problems have remained largely the same.

Electrical components fail, leaving the system disabled or compromised. Lack of maintenance causes poor performance.

Design flaws leave the system vulnerable.

Being familiar with the features of the model you’re fixing and arming yourself with the basic knowledge of refrigeration systems are sure-fire ways to keep the customer cool.

Hans Zundel is a fleet maintenance supervisor at Suncor Energy in Fort McMurray, Alta. and a licensed technician. He is also a moderator on Canadian Technician Forum (www.canadiantechnician.ca/forum).

APRIL 2008

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Stuck on you We’ve all seen spark plugs that refused to budge… should they have been lubed first? The debate rages!

By Claire Newman

ong-life spark plugs were supposed to be a great way to save money on maintenance.

But if you’ve ever had to pull plugs that have seen 200,000 kilometers, you know that it often means removing the cylinder heads and sending them to a specialist for repair. Well, there goes the customer’s savings!

Spark plugs that stay in place for long periods of time can seize in place, and break off when you try to remove them.

Or they’ll unscrew but damage the cylinder head on the way out.

This sometimes happens even when the plugs have not been in place for all that long.

To prevent the headache of stuck plugs, many shops have started selling spark plug maintenance services at regular intervals – removing, cleaning and regapping the plugs, lubing the threads, and then reinstalling the plugs back in the engine. While this service is well intentioned, lubing the threads of the spark plugs has caused quite a debate among techs.

Techs in favor of lubing spark plug threads before installation argue that this makes the plug easier to remove, and may prevent costly engine work later on. Some spark plugs even come with pre-lubed threads or with little packets of lube included, which supports the argument for lubing before installation. If some spark plug manufacturers think it’s all right to lube the threads before the plug is installed, it can’t be that bad, right?

Well, hold judgment for a second. In stark contradiction to the manufacturers who say lubing threads is good practice, there are others who insist you should

L

APRIL 2008

never apply lube at all. Their argument is that the lubricant affects the final tightening torque – and an over-tightened plug might not seal correctly or might damage the cylinder head’s threads. The lubricant could also enter the combustion chamber and cause a fouling problem. And using the wrong type of lube, like engine oil, may actually cause a thread-ripping carbon deposit to build up—yikes!

Some techs try to strike a compromise by applying lubricant only to the threads farthest away from the combustion chamber. Others take a harder line, and just throw away the little packs of lube that come with some plugs. The situation gets confusing fast.

Whatever you do, there are ways to keep spark plug service as problem free as possible:

CANADIAN TECHNICIAN 27

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1. Check the manufacturer’s recommendations (both the plug manufacturer and the vehicle manufacturer— there are lots of bulletins on this topic). Torque the plugs properly and follow the instructions.

It’s called covering your behind!

2. Remove any loose dirt or debris before removing the plug.

Scoop it away first if it’s really bad, then blow off any smaller pieces until the area is completely clear. Anything that falls into the engine or sticks to the threads could cause a serious problem.

This is an important step, so take the time to do it right.

3. Only remove spark plugs from a cool engine. Removing plugs from a hot cylinder head increases the chances of removing the threads along with the plug. Some techs park the vehicle in a service bay overnight and remove the plugs in the morning.

Whether or not you choose to lube spark plug threads, following the Introducing NeoForm™ from TRICO®. It’s the superior beam blade for the super premium category. NeoForm hits the shelves with extensive aftermarket coverage in the beam blade category. More arm styles. More lengths. NeoForm has the look and function of the latest OE blades, but with the value-added performance of Teflon® resin. Each blade features a ‘skin coating’ that seals the aerodynamic spoiler to protect it from the elements for superior all weather performance. And there’s one extra unique quality that no other blade can match: it’s from TRICO.

Distributed by

TEFLON® is a registered trademark of DuPont and is used under license by Trico Products and its affiliates.

28 CANADIAN TECHNICIAN

manufacturer’s instructions reduces the chance of problems down the road.

4. Never use a wire brush on a spark plug. Cleaning a spark plug with a wire brush could leave a conductive deposit behind to cause problems.

5. Chase the threads in the head if necessary. Quickly chasing the threads in the head can be part of a quality repair, but be sure the plug still seals correctly and won’t blow out later on.

Given proper installation, a plug should be tight enough to seal properly without backing out, should not misfire after installation, and should not seize in place. These goals are a bit more challenging now that the plug could remain untouched for hundreds of thousands of kilometers.

Whether or not you choose to lube spark plug threads, following the manufacturer’s instructions reduces the chance of problems down the road. This may be one of those times when a specification, not an opinion, is the best way to go.

ASE certified technician Claire Newman has been licensed since 1994 and has attained GM Grandmaster status since 2001. She has worked at a number of dealerships and independent repair shops, including a specialty race shop.

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BECAUSE AS GREAT AS OUR PARTS ARE, THEY STILL WON’T INSTALL THEMSELVES.

From lifts to socket wrenches, NAPA has a full line of tools and equipment that are as dependable as our legendary parts. Call your servicing NAPA AUTO PARTS Store to find out how to put the most trusted name in automotive to work for you. www.NAPACanada.com

1-866-GET-NAPA

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For optimum engine performance, Man Tips recommends the Autolite XP Xtreme Performance® spark plug. The iridium-enhanced .6mm finewire design provides a more focused ignition and the proprietary platinum sidewire technology offers longer plug life and top fuel efficiency. Stick with Autolite® and you’ll never be let down. www.autolite.com

©2007 Honeywell International Inc. Printed in U.S.A. NASCAR Performance is a registered trademark of the National Association for Stock Car Auto Racing Inc. and is used under license.

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Work gloves

Wiper blade

Kimberly-Clark Professional has announced an expansion of seven new gloves for its well-known KLEENGUARD brand. Among the new types are G10 Grey Nitrile Gloves, G40 Polyurethane Coated Gloves, G50 Mechanics Utility Gloves, G50 Mechanics Utility Gloves, G50 Mechanics Contractor Gloves, G50 Mechanics with Palm and Finger Protection Gloves, G60 Cut Resistant Gloves, and G80 PVC Chemical Resistant Gloves.

Kimberly-Clark – For more info, go to www.aptmag.ca/products/53029

Trico has developed what it is calling the next generation of wiper blades. NeoForm blades have the look and function of the latest OE blades, which complement the aesthetics of today’s vehicles. With a unique centered spoiler, the blades can be used on both driver and passenger side, meaning fewer parts to stock. Its

exclusive Teflon resin wiping element provides a smooth wipe and long life. Trico is also promising the broadest coverage in the aftermarket, available in lengths ranging from 16” – 28”.

Gates – For more info, go to www.aptmag.ca/products/55010

“Joining AAEC was the best thing I ever did. I’ve learned a tremendous amount and my business improved by leaps and bounds!”

– Rob Scott, a member of the Automotive Aftermarket E-Learning Centre

Filter catalog WIX Filters has released its new 2008 Master Catalog, which includes more than 1,900 pages of part types listed by size and category, schematics, technical service bulletins, and installation tips.

The catalog includes reference information for every oil, air, cabin air, fuel, coolant, hydraulic, and specialty filter WIX manufactures. And for the first time, the WIX Filters Light Duty Application Catalog includes Canadian passenger car and light truck models as well as spin-on fuel filters with open bottoms.

Affinia – For more info, go to www.aptmag.ca/products/55002

JOIN TODAY AT www.aaec.ca/canadiantechnician

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Cooling system treatment Professional DiFM Cooling System Treatment from Bar’s Leaks protects vehicle cooling systems and seals internal, external and coolantto-oil leaks. It can be used in any vehicle, as well as stationary equipment, and is compatible with all types and brands of antifreeze, including conventional green or blue (silicatebased) and extended life red/orange or yellow (OAT/HOAT) coolant. It also works in systems containing only water, although in these cases a cooling system antirust and water pump lube is also recommended.

Bar’s Leaks – For more info, go to www.aptmag.ca/products/55005 APRIL 2008

numbers and immediately

AUTOMOTIVE AFTERMARKET E-LEARNING CENTRE the Online Business Management Resource

see the problem areas in my

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business is fantastic. I can go over them pretty quickly and figure out what I have to do in order to be profitable, in order to grow my business.”

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Learn How to Effectively: • Reduce Stress in Managing your Business • Improve Business Profitability • Improve Expense Control • Improve Labour Productivity • Realize the Potential of your Business • Manage the return you are making on your Investment in your Business • Experience an Improved Lifestyle Bob Greenwood

For More Information: Visit us at www.aaec.ca, or e-mail us at info@aaec.ca Register now at www.aaec.ca/canadiantechnician

CANADIAN TECHNICIAN 31

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Tire pressure monitor Hella has introduced a permanent, fully active, radio-controlled system for monitoring vehicle tire pressure and temperature.

The new Hella TC-400 system meets or exceeds the same specifications as all OEinstalled systems. Hella’s TPMS is extremely flexible and can be installed in any vehicle that is not originally equipped with an OE system or has been fitted with upgraded or

custom wheels. The system uses tire sensor valves in place of conventional tire valves.

These high tech sensor valves transmit the tire’s pressure and temperature by radio to the control unit, which forwards the data to the cockpit display.

Hella – For more info, go to www.aptmag.ca/products/55014

Filter catalog Honeywell has released its new 2008 FRAM Automotive Catalog, featuring complete information on its filters line-up. It includes filters for 2008-1990 domestic and imported passenger cars and light duty trucks, Double Guard applications, cabin air applications, and automatic transmission filters. There are also listings for specialty filters, like motorcycle oil filters, racing and high-performance filters, and crate engine applications.

Honeywell – For more info, go to www.aptmag.ca/products/55001

Brake kits Brake jobs are a staple of daily parts and service work for most independent repair facilities. Getting all the parts needed for

brake service in one box makes the work convenient and profitable. Mopar can help make that possible with its expanding line of all-inclusive brake kits for a variety of Chrysler, Jeep and Dodge vehicles. All Mopar brake kits feature authentic Mopar components and include everything needed for complete brake service.

Mopar – For more info, go to www.aptmag.ca/products/52009

32 CANADIAN TECHNICIAN

APRIL 2008

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Genisys update kit

VOCs. The initial product launch consists of: Biological Floor Cleaner; Eco Aluminum Wheel Cleaner; Eco Lustre Metal Polisher; Eco Industrial Degreaser; Eco Multi Purpose Cleaner; Eco Liquid Hand Soap; Window and Glass Cleaner; and Eco Fabric & Upholstery Cleaner.

Würth Canada – For more info, go to www.aptmag.ca/products/55004

OTC has unveiled its new USA 2007 Domestic Software Update Kits (P/N 342195) for its Genisys Scan Tool. Compatible with the new OBD II Smart Cable—which means faster access to more diagnostic power on the latest 2007 Domestic models— the new update kits bring expanded vehicle coverage, Pathfinder troubleshooting with Repair-Trac, Fast Fixes, Automated System Test, Quick DTC Scan, Fast Boot, plus links to repair information from popular Mode 6 and Mode 9 items and from Readiness Monitors to Drive Cycle Test Info.

SPX – For more info, go to www.aptmag.ca/products/55009

Off-road accessories

HELP ALL YOUR CUSTOMERS

FEEL THE CLEAN.

Rancho has launched a new line of RockGEAR off-road accessories, designed for the popular 2007-08 Jeep Wrangler JK, Polaris RZR and Yamaha Rhino models.

Rancho RockGEAR, initially launched for the Wrangler JK platform, include a wide variety of core off-road accessories including Tranny Skid Plate Bracket Kits; Steering Stabilizer Bracket Kits; Differential Cover Adapter Brackets; Control Arm Skids; Front Differential Glide Plates; Oil Pan Protection Kits; 2-door and 4-door Sliders; Front and Rear Tube Doors; Half Doors; Front and Rear Bumpers; Tire rack; and Gas Can/Cooler Holders.

Tenneco – For more info, go to www.aptmag.ca/products/55021

®

How Pennzoil with active cleansing agents can help you sell more oil changes.

When your customers’ engines are running clean, they feel it. That’s why Pennzoil ® motor oil is formulated with active cleansing agents that actively seek out and neutralize dirt and contaminants in their oil before

Cleaning products

they can form harmful performance-robbing deposits on vital engine parts or passageways. In fact, no

Würth Canada is proud to announce the release of a new line of environmentally friendly “green” cleaning products for all industries. Completely biodegradable and made from sustainable resources: these products clean without using harsh chemicals, producing harsh fumes or using corrosive acids. The products are also free of

leading conventional oil helps keep engines cleaner.* And we’re broadcasting this message to as many people as possible through a powerful, integrated campaign that combines national TV, print and online advertising with companion training, sales and point-of-sale materials. So be sure to recommend Pennzoil ® to all of your customers. Because when your customers are feeling good, you’re feeling good too. For more information, visit Pennzoil.com.

*Based on ASTM D 6593 sludge results using SAE 5W-30.

No leading conventional oil helps keep engines cleaner.*

©2008 SOPUS Products. All rights reserved.

CANADIAN TECHNICIAN 33

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DREAM OF OWNING YOUR OWN BUSINESS? MAKE YOUR SMALL BUSINESS DREAMS COME TRUE AND BECOME A MAC TOOLS DISTRIBUTOR!

Become one of the best! Mac Tools Distributors are some of the most driven and successful people in the automotive business today. Ever wonder why? Mac Tools offers special training and the support needed to develop and grow your business today and in the future. Service like that just can’t be found anywhere!

Routes are available nationwide. Call us to see what is available in YOUR area!

A New Business Placement Specialist is available now to take your call at 1-877-MACTOOLS.

1-877-MACTOOLS

www.mactools.com © 2008 Mac Tools

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Rethreading system Alcoa Fastening Systems has developed the NES Universal Rethreading System product line. It is comprised of the NES Studsaver external and the NES ReTHRED internal thread restorers. NES tools can be purchased individually or as part of a kit featuring either the Studsaver or ReTHRED tools.

Combination kits, containing tools for both internal and external thread repair, are also available.

The NES Studsaver is capable of re-threading virtually any stripped or damaged part. The tool adjusts to any thread diameter and pitch, adapts to all types of threads, and requires no prior measurement of the thread.

Alcoa – For more info, go to www.aptmag.ca/products/53028

NEW DATES:

June 19 - 21, 2008

SAME LOCATION: International Centre, Toronto, ON Canada

Canada’s Largest Automotive Aftermarket Event!

Get your education, source new suppliers and network with peers at the Automechanika Canada trade show!

Cleaner-polisher Permatex has added a unique plastic surface cleaner and polisher to its line of cleaning products. Permatex No Touch Perfect Plastic is a new plastic cleaner and polish that is formulated to safely remove yellow stains, fine scratches, insects, haze, water spots, and oxidation build up from clear and pigmented plastic surfaces. It revives plastics and produces a smooth lustrous finish to help restore original appearance. Perfect Plastic also forms a water repellent, anti-static shield that resists fogging. No Touch Perfect Plastic works on Plexiglas acrylic glass, Lexan, polycarbonate plastic, fiberglass, and polished metal surfaces.

Permatex – For more info, go to www.aptmag.ca/products/53020

Learn from industry experts including Bob Greenwood, Kelly Bennett, Jean-Luc Sauriol, Paul Hyatt, Bruce Eccles, Mike Cleary, Craig Van Batenburg and more.

Source new suppliers and products from Canada, the United States and around the world including parts, systems, accessories, tuning tires, wheels, car cleaning and care, service repair and maintenance!

REGISTER TODAY for your FREE Expo Pass at: www.AutomechanikaCanada.com/AD5 Questions? Call: +1.866.984.8016 Everything that makes autos move

Brake hoses, AC condensers Mopar has launched a new Value Line of Brake Hoses and AC Condensers for Chrysler, Jeep and Dodge vehicles. Like all Value Line products, they were developed and manufactured in accordance with

Automechanika Canada is where the aftermarket meets June 19 - 21, 2008.

Sponsoring Associations

strict Mopar Engineering standards, and all Brake Hoses meet applicable FMVSS standards. Most importantly, all Mopar Value Line products are competitively priced to provide consumers and technicians with a great value.

Mopar – For more info, go to www.aptmag.ca/products/52010 APRIL 2008

CANADIAN TECHNICIAN 35

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APRIL 2008

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APRIL 08

AUTO PUZZLE

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15. A great distance from point to point.

17. When a vehicle is not ready when it should be,often it is because it is waiting for one of these.

18. A vehicle that has not been maintained is often said to be ______________.

19. Large,often green,vehicles which transport refuse to the dump.

ACROSS 1. The “L”and the “E”in L.E.D.(two words).

5. To treat metal in order to increase corrosion resistance and wear resistance,and provides better adhesion for paint primers and glues.

7. Automobile built by the Dodge division of the Chrysler Corporation from 1960 to 1976.

9. Child’s toy that flies in the wind.

11. Overcurrent protection devices.

13. Correlate the readings of an instrument with those of a standard,in order to verify accuracy.

14. _________ of Darkness.The Joseph Conrad novel that inspired the film Apocalypse Now.

DOWN

DECEMBER 2007

December 2007 Auto Puzzle S P

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$50 100!

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1. Landmark 1979 album by British punk band The Clash (two words).

2. One of the byproducts of friction.

3. Star _____.Short-lived TV show which spawned numerous movies and spin-off series.

4. One of the world's most dominant automakers since 1931 (two words).

6. Panel in front of the driver,containing instrument cluster and gauges.

8. Nocturnal animal.The Beatles sang of one named “Rocky.”

10. Front-wheel drive vehicle,discontinued in North America as of 2007,once available in “Type R”model.

11. Disgusting dirt,or obscene literature.

12. Brand of popular microcars,the “Fortwo”model is available in Canada.

16. To take,quickly,aggressively,or selfishly.

17. French for “tire.”

A N

Congratulations to Jen Belding of Simpson Auto in Chilliwack,B.C.,for solving our December 2007 puzzle.

Send your solved puzzle to Canadian Technician.

We’ll draw a winner on June 17,2008.

Send to 451 Attwell Drive,Toronto, ON M9W 5C4.Or fax to 416-614-8861.

Name: Workplace: Work address: Phone:

email:

Question of the Month: In what area of automotive repair would you say you know more than most of your peers? What do you really excel at?

* Answers may be published in Canadian Technician.

AC compressor oil Behr Hella Service, a North American joint venture in the Thermal Management business between Behr and Hella, has just introduced a versatile, non-hygroscopic AC compressor oil that works in all types of mobile AC systems and features a leak detection agent. The new universal synthetic oil, PAO-Oil 68 Plus UV, is exclusively available from Hella.

Suitable for all types of AC systems, this multigrade oil is non-hygroscopic, so it does not absorb moisture.

Hella – For more info, go to www.aptmag.ca/products/55019

U-Joints

D P

New from Sunpro is a 3-3/8-inch version of the company’s popular Super Tach III (CP7915).

The compact tachometer has a 10,000-rev scale and fits easily on dashboards where space is limited. The Super Tach III is sheathed in a solid metal casing decked with a reflective chrome finish.

Aerodynamic relief vents adorn each side of the parabolashaped housing, accentuating its streamline styling. Vibration proof air-core meter construction ensures the Super Tach III is accurate and reliable with fast needle response.

SPX – For more info, go to www.aptmag.ca/55003

Mopar has launched a new Value Line U-Joints to provide a high quality, but competitively priced alternative part for Chrysler, Jeep and Dodge vehicle owners. They feature a zerk-fitting for easy greasing. Mopar Value Line UJoints are one of over twenty new Value Line products that Mopar will launch through 2008.

Mopar – For more info, go to www.aptmag.ca/products/52015

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leave you hanging. We’re in this together.”

I glanced through the window at Beanie, who was unscrewing the lid on the master cylinder. Was this really happening?

The stranger leaned forward, elbows on his knees. “Look, I know this is a shock, but have you ever wondered why Beanie is still an apprentice after 10 years? Or if Tooner is so grumpy, why haven’t you fired him yet? And how come Basil knows the answer to everything?”

“That proves nothing…” I began.

“Wait… why do I keep Tooner around?”

“He adds color,” replied Cogbill, with a dismissive wave of his hand. “Look, consider this: how come you guys manage to solve every single automotive problem you encounter? Does that sound like real life?”

He had a point. “Okay,” I conceded.

“Then how did this all come about?”

He leaned back in his chair. “Like I said, I used to have my own shop. Then one day I discovered I could write funny stories.” He pulled a rolled up trade magazine out of his back pocket and dropped it in front of me. “I wrote a story about a crazy old shop and sent it in to this here magazine… and the rest is history.”

I staggered to a chair and sat down

heavily. “S-s-so, you’re telling me we ain’t real?”

Cogbill smiled. “Oh, you’re real, all right. You’re real to yourselves, to my readers, and of course, to my imagination.” He put his fingertips together. “Let’s just say you’re special.”

“Thanks,” I muttered. “Makes me feel a whole lot better.”

“Eureka!” yelled Beanie from the middle bay as the Mazda roared to life. Basil and Tooner were scratching their heads in disbelief.

Cogbill raised an eyebrow. “Any questions?”

“Well… if this is all a figment of your imagination,” I said softly, “then what’s the point? Why am I doing this?”

He thought for a moment. “Your world, Slim, represents our world. Like you, we face the daily challenges of running a shop, dealing with people, and solving difficult problems so that our customers can remain mobile. But you help us do it with a sense of humor. That’s the point.”

“Anymore doughnuts left?” yelled Quigley. “I feel a coffee break coming on!”

“Well…” Cogbill said as he stood up and shook my hand. “I’ve got to go, Slim.

APRIL 2008 ADVERTISER INDEX Arkema . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 ASC Industries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 Carquest Canada . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 Gates Canada . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Honeywell (Autolite) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 Imperial Oil (Mobil 1) . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8, 9 Irving Oil. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Mac Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Messe Frankfurt (AutoMechanika Canada) . . . . . . . . . . . . . . . 35 Mitchell 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Mopar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 NAPA Auto Parts . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 NGK Spark Plugs Canada . . . . . . . . . . . . . . . . . . . . . . . . . . . . 4, 16 Pennzoil-Quaker State . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Shad’s R&R . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 Shell . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Snap-on Tools of Canada . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 SPX Canada . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Tenneco Automotive. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Worldpac . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40

But keep up the good work; my readers often tell me how much they enjoy what goes on around here.”

And with that, he picked up his magazine, climbed into his Mazda and drove away.

“Hey,” said Quigley, “he didn’t pay. You giving away our services now?”

“It’s complicated,” I said. I showed Quigley the stranger’s business card.

“This magazine here, Canadian Technician... do we get that one?”

“Nope, but I hear they’ve got this great humor column on the back page. Do you want me to order a subscription?”

“No, never mind.” It was tempting to check out the stranger’s story. But then again, there are some things in life you just don’t want to know.

Rick Cogbill is a licensed technician and former shop owner in Summerland, B.C. This month marks the 10th anniversary of The Car Side. You can reach Rick at rick.cogbill@shawcable.com.

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ForaneRefrigerants.com CANADIAN TECHNICIAN 37

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The Car Side

By Rick Cogbill

Slim Shambles celebrates a special anniversary this month… with a very special guest.

“Who’s that idiot in the parking lot?” I groused, pointing to an odd-looking guy standing beside a red Mazda, and looking intently at the shop. “He’s blocking the driveway!”

Quigley did a double take and grabbed his clipboard. “He wasn’t there a minute ago. I’ll go see what he wants.”

I poured my sixth cup of coffee with the premonition that this already rough morning was about to get worse.

“That’s weird,” muttered Quigley, coming back in. “When I asked him what the problem was, he said, ‘Anything you’d like it to be.’ Anyway, the car doesn’t run.”

While the crew pushed the car into the shop, the stranger entered the office and stood gawking at his surroundings. I glanced at the repair order and cleared my throat. “So, Mr.… Cogbill, is it? Are you from around here?”

The stranger seemed distracted. “Uh, you could say that.” He ran his finger through the dust on the window sill. “Hmm, note to self,” he muttered. “Create a clean-up crew.”

A little voice told me to tread carefully.

We’ve had kooks in the building before.

“Well, then where’re you headed?”

Cogbill’s face brightened. “Yes, that’s it!

Where are we headed?” He spread his arms wide. “Here we are, 10 years later, and it’s time to take stock!”

My jaw dropped. “What’s this ‘we’ business?” I took a closer look at his wirerimmed glasses and receding hairline.

“Say, do I know you? Are you the new bank manager?”

A silly grin split the stranger’s face. “No, you don’t know me. But I certainly know you.” He fixed me with a piercing stare.

“Ten years ago this month I created you; created this entire shop, for that matter.”

He peered into the service bays. “Wow! I just never thought I’d really be here! You’ve got some nice equipment in there.”

“Created us?” I grabbed the counter for support. “What, like we’re some figment of your imagination?!”

The silly grin came back. “Yup. And 38 CANADIAN TECHNICIAN

A Stranger’s Fiction

together we’ve been solving automotive repair problems for technicians and shop owners right across Canada.” He wandered into the coffee room and gazed fondly at the battered furniture and stained tabletop. “Just like I imagined! Did you know,” he said, turning to face me, “that I used to own a shop just like this?”

He inhaled deeply. “Even smells the same.

Yes sir, it brings back memories!”

I’d had enough. “Look, I don’t know who you think you are, but we’re…”

Cogbill raised his hands. “You’re Slim Shambles. I know! And that’s Quigley, and Basil, and Tooner… and there’s Beanie.

They’re trying to figure out what’s wrong with my car.” He sat down in Basil’s chair.

“Got any doughnuts? You always have doughnuts.”

Just then, Beanie stuck his head in the lunchroom door. “Hey Boss; we’re stumped! Got any ideas?”

I looked over at Cogbill, who just shrugged. “Go ahead, Slim. Whatever you say’s gonna work.”

Beanie stared at me expectantly.

“Go for it!” Cogbill whispered.

I turned back to Beanie, and said the first crazy thing that came to my mind.

“Static electricity from the right wiper blade has caused the ECM to lock up, Bean. Why don’t you clean the windshield, top up the brake fluid and reboot the computer by disconnecting the battery.”

“Will do, Boss!” Beanie said cheerily.

“See what I mean, Slim? If you say it, it works.” Cogbill laughed. “You guys… you just pull the answers out of your heads!

You’re brilliant, I tell you! Or perhaps I’m brilliant… I can’t be 100-per-cent sure which it is.”

“Are you saying…” I said uncertainly, “… that I am nothing but the creative whim of an eccentric writer?”

“You tell me,” said Cogbill. “How often do you feel in control of things? Haven’t you noticed how I always put you in just a little over your head in order to heighten the dramatic tension? But don’t worry; I won’t continued on page 37 APRIL 2008

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