March/April CARS Magazine by Annex Business Media

C A N A D I A N AU T O R E PA I R & S E R V I C E M AG A Z I N E

ADAS CALIBRATION

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whole new service? Aftermarket opportunities after Covid-19 New oil specification What GF-6 is all about

EyeSpy: Install errors Canada Post Publications Mail Agreement No. 43734062

MARCH / APRIL 2020

Boost Your Shop

CONTENTS Profits

March / April 2020 • Volume 6, No. 2

20 Features NEWS FEATURE

In the wake of the pandemic

Columns 8

The outbreak of coronavirus has dealt a nasty blow to the aftermarket, but industry watchers predict a wave of positive outcomes when it finally blows over.

TECH FEATURE

Getting in on ADAS calibration

Service Notes Adversity brings out the archetypes in people.

It’s Your Turn

Tire install deals are bad for brick-and-mortar tire shops.

Greenwood’s Garage Do you know what a manager does? Here are two management checklists.

A new oil specification

New GF-6 oil will make its first official appearance next month. Here’s why they’re introducing it, and what you need to know.

• User friendly invoicing • Full accounting module • Free updates & support • Customer Retention Module (CRM) • Much, much more!

Advanced Driver Assistance Systems are as delicate as they are critical to road safety. They’re going to need calibration from time to time. Are you ready for that?

SHOP FEATURE

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Departments 6

Letters

In the News

By the Numbers

Baywatch

Advertiser Index

Eye Spy

Call us for a

FREE tryout at

1-800-268-4044

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SERVICE NOTES

WHO ARE YOU IN A CRISIS?

Editor

| Allan Jansen (416) 578-1586 allan@newcom.ca

Contributing Writers

| Richard Bender, Bob Greenwood, Jacob Stoller

Creative Director

| Dave Escuadro

By Allan Janssen

Sales

| Peter Bulmer, (416) 605-5346 peterb@newcom.ca Delon Rashid, (416) 459-0063 delon@newcom.ca Production and Circulation

| Delon Rashid, (416) 459-0063 delon@newcom.ca

CARS magazine is published by Turnkey Media Solutions Inc. All rights reserved. Printed in Canada. The contents of this publication may not be reproduced or transmitted in any form, either in part or full, including photocopying and recording, without the written consent of the copyright owner. Nor may any part of this publication be stored in a retrieval system of any nature without prior consent. Canada Post Canadian Publications Mail Sales Product Agreement No. 43734062 “Return Postage Guaranteed” Send change of address notices, undeliverable copies and subscription orders to: Circulation Dept., CARS magazine, 48 Lumsden Crescent, Whitby, ON, L1R 1G5 CARS magazine (ISSN# 2368-9129) is published six times per year by Turnkey Media Solutions Inc., 48 Lumsden Crescent, Whitby, ON, L1R 1G5 From time to time we make our subscription list available to select companies and organizations whose product or service may interest you. If you do not wish your contact information to be made available, please contact us.

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| Peter Bulmer

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ISSN 2368-9129 Online 2368-9137

Adversity on this scale tends to bring out our essential natures.

don’t think I’m one to overreact in a crisis, but I am taking this one very seriously. Or trying to. There are occasional breaches in my defenses, but they are largely unavoidable and brief. Some of them are calculated risks. Everyone is making their own assessments about risk factors… and they’re not only health-related. They are also business-related. It seems crass to consider the metaphorical health of a business when the literal health of millions of people around the world is under threat. But as humans we appear to be programmed to consider our futures. And our futures increasingly hinge on finances. So here we are, balancing the health of society and the health of the economy. We’re almost certain to get it wrong in many small and significant ways. And given that there are some polar opposite strategies in use around the globe, some countries are going to hurt much more than others when this is all said and done They say adversity brings out the best in people. I’ve found it brings the archetypes out in people. We drop the pretenses and revert to our essential natures. Here are the people I’ve identified in my own life and in the news: The Know-It-All. You can’t have a conversation with this guy without being made to feel stupid. They may not have all the facts, but they certainly sound like they do. The Denier. Compared to this guy, you’re a genius! He thinks this is just a bad flu year. The Over Achiever. My nominee is my brother who overnight changed the model of his sit-down restaurant into a secure and sanitary walk-up take-out kiosk. The Hapless Leader. The politician who misinterprets situations and makes a mess of public policy. I know you have your own candidates for this role because you send me your nominations almost every day! The candidates for biggest buffoon span all political stripes and nationalities. The Hysteric. Talking this one down off the ledge is a full-time job. Try not to call right after the evening news report! The Hoarder. Going well beyond mere self-preservation, this miserable jerk puts society at even further risk by creating localized shortages on hand sanitizer and face masks. He deserves every bit of social scorn he receives. The Hero. By contrast, this is the person who puts everything on the line for society, becoming an example of what we should all be doing. I could go on and on, identifying other archetypes. You might have observed a few that I haven’t. The point here is to figure out who you truly are in a crisis. Adversity like this reveals the kind of person you are at the heart of things. And while you can’t change your essential nature, you can surely fight against your baser instincts. Take a lesson from those who are rising to the challenge. Avoid the pitfalls of hysteria and denial. This crisis could go on for many months. Here’s hoping we all tap into previously unknown Let me know what you think. reserves of kindness and selflessness. You can reach me at allan@newcom.ca

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MARCH / APRIL 2020

What’s on your mind?

LETTERS

We want to hear from you about anything you read in CARS magazine. Send your email to allan@newcom.ca

EYE SPY POSTER REVEALS RAMPANT NEGLIGENCE

BARGAIN HUNTERS ARE DRIVING AROUND WITH BAD BRAKES

Your most recent Eye Spy Poster (October 2019) is very revealing! These are perfect reasons why we should lobby for mandatory biennial safety inspections. All levels of government have a public safety mandate. Remember, these vehicles are being driven daily… and this is just the tip of the iceberg!

I agree we need to focus on selling quality brakes (Critical Safety, September 2019). I get 20 calls a week from price shoppers looking for brakes. I try to explain the options, with their various costs. I usually get a couple of takers. But based on the conversations, the others, just want an even lower price and are quite likely to take a no-tax cash deal if they can find it. I worry about the rotted brake hydraulic lines that lurk under their vehicles, likely to be overlooked by the lower-cost lower-value shops they go to. Is it time for another talk about safety inspections every two years on cars that are eight years and older?

Bob Ward The Auto Guys, St. Thomas, Ont.

A COUPLE OF OTHER THINGS SHOPS WANT FROM SUPPLIERS Bob Paff is quite correct about what repair shops want (It’s Your Turn, December 2019). After 50 years in the auto repair field, let me add two more things that we want. We want real training and not a sales pitch that tells us all our problems will be solved if we just buy XYZ parts. And we want reimbursement for labour on warranty parts. We don’t want the usual, “You installed it wrong” excuse. I’ll use your parts if you support them and me!

Rick McMullen Ricky Ratchets Auto Repair, London, Ont.

CANADA NEEDS 167,000 NEW APPRENTICES IN A HURRY! Over the past 15 years, signs of declining interest in the auto trade have been apparent (“By the Numbers, October 2019). We should be very concerned. We have to find a way to attract today’s youth into the trades. The visible trend is that most shops will take anyone to fill a bay. The great fear of losing an employee has led to poorly qualified techs and lower quality repairs. Unfortunately, I don’t see the declining numbers changing any time soon, and what I believe may happen is a drastic rise in labour cost, which will lead to higher door rates. We need to act now. Think of what the future would look like without trades people!

Bill McLennan Remington Park Motors, Surrey, B.C.

Got a memory you’d like to share? Send a high-res scan to allan@newcom.ca

Pat Panagos Downtown Gas & Auto Centre, Toronto, Ont.

BETTER BENEFITS ARE KEY TO ATTRACTING YOUNG WORKERS

Licensed technician Ted Jones still has the 1965 Lincoln pictured here in the early 1970s at what was then his family’s shop on Mount Pleasant Road in Toronto. His late father, Peter “Pops” Grozdanis at far left, owned the gas bar and repair shop with his brother John (in the door) “I still kid my Uncle John about the haircuts!” Ted says. 6

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Would-be apprentices are desperately needed in our trade, but they are kept out, not only by high tool costs, registration restrictions, and the need for continuous training, but by the limited benefits offered by shops. I have worked for large companies that pony up with good benefits, but for small town shops with up to four employees, benefits are often not in the cards. Aspiring mechanics will leave for greener pastures. Maybe the aftermarket should step up with a custom benefits program. It's in their own interests to keep people coming into the trade. Jim Temple Oakbank Service Centre, Oakbank, Man.

NEWS

LIFE AFTER THE PANDEMIC Industry watchers say things may be rough now, but the aftermarket is poised for a strong rebound when the danger of coronavirus passes. By Allan Janssen THE BUSES WERE STILL ARRIVING

at 2 p.m. on March 12. NAPA’s Alain Côté XPO in Quebec City had just gotten underway. But as students, vendors, technicians, and shop owners started to fill the event hall, word came down that Quebec had banned gatherings of larger than 250. At the risk of heavy fines, the hall would have to be cleared. For the milling crowd, waiting to get back on the buses and go home, the threat of Covid-19 had finally made itself felt in the aftermarket. There had, of course, been a slow build-up of concern in Canada about the spread of a new and deadly coronavirus, but until then, the idea of cancelling industry events seemed unlikely. Since then, however, every aftermarket gathering has been either canceled, postponed, or moved online, and the industry has become accustomed to ever stricter guidelines about social interaction. The global coronavirus pandemic has shuttered businesses, halted national economies, and driven people — 8

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consumers — into strict isolation in their homes. The toll on the aftermarket will undoubtedly be momentous. In the early weeks of the pandemic, supply chain challenges and a precipitous drop in sales led some aftermarket suppliers to all but shut down. Warehousedistributors operated with smaller staffs, laying off or furloughing their sales force, and manufacturing production fell at its fastest pace in almost 10 years. According to the latest data compiled by IHS Markit, measures to halt the spread of the new coronavirus resulted in shortages of manufacturing inputs and the steepest lengthening of suppliers’ delivery times since October 2010. The company reports that lower export sales, production stoppages, and supply chain bottlenecks led to reduced production schedules. The Automotive Industries Association of Canada (AIA) – which bills itself as the voice and resource for the aftermarket – offered frequent updates on the Covid-19 crisis, as it closely monitored the government’s

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response. The association’s position was clear from the start: that the aftermarket should be deemed an essential service. “It would be a mistake to shut down businesses that keep emergency vehicles and essential transportation moving,” AIA president Jean-Francois Champagne said. “Nurses, doctors, and first responders must be able to get around. Critical goods, medicines, and food need to be transported. Essential vehicles will need to be repaired and maintained through this crisis.” When that objective was largely met, AIA turned to keeping its members informed on how to protect themselves and their customers, and how to take advantage of newly available funds for struggling businesses. Champagne began hosting regular web meetings that gave aftermarket executives the opportunity to hear the latest developments and share information. The uncertainty of the situation was and remains one of the biggest hurdles facing small businesses. According to Bill Thompson, CEO of

industry research firm IMR Inc., some lessons might be drawn from the last time there was a widespread market disruption — the Great Recession of 2009. “When consumers are faced with economic challenges, their automotive service behaviors change,” he said. “Generally, as we saw between 2008 and 2009, during an economic downturn, they tend to repair their vehicles as a DIYer.” He said those who could not fix their own vehicles were ultimately forced to consider a do-it-for-me response, leading to business improvements in the aftermarket. In the last 10 years, however, a lot has changed, making predictions murky. “The VIO is older, internet purchasing is more prevalent, more video instruction is available to consumers for vehicle maintenance and repair, dealers have become more competitive for parts and service, and new consumer purchasing habits have emerged amongst Millennials,” he said. Despite the uncertainty, however, industry watchers generally believe a rebound is not only possible when the pandemic ends, it is highly likely, given what we know about consumer behaviour during and immediately following a large market interruption. The Automotive Aftermarket Suppliers Association (AAS) annual Vision Conference — drawing a record online crowd in March — offered an unvarnished view of the seriousness of the situation. But many speakers also pointed out the opportunity to make up lost ground when the pandemic lifts. “As an industry we are facing incredible challenges right now,” said AASA president Paul McCarthy. “I am here to tell you that despite these short-term hurdles, we will come back. The aftermarket has a vibrant and bright future.” He said the immediate future will be “brutally hard,” but the aftermarket is marked by entrepreneurship, innovation, and a can-do attitude. He believes market drivers will all be in our favour when the health danger disappears.

“The average age of the vehicle is 12 years, and that’s increasing,” he said. (In Canada, the average age is closer to 10 years.) “With additional economic uncertainty, people will be keeping their cars longer, and investing to keep them on the road.” McCarthy also acknowledged that number of miles driven has a big impact on the aftermarket, and Randy Buller, president and CEO of Parts Authority, offers that number is currently being held an optimistic take on life after Covid-19. Aftermarket down by shelter-in-place orders fundamentals are strong, he told attendees at the annual AASA Vision Conference, and pent-up demand will be a boon and anti-gathering appeals. to the parts and service industry. “But if you coop people up for any length of time, they’re going to want to move around when they are finally allowed,” he said. “And remember that the biggest correlation to miles driven is gas prices, which are extremely low right now.” He described these as automatic stabilizing factors for the aftermarket. “We will recover and recover robustly,” he assured the audience AIA president J.F. Champagne during one of his regular industry update webinars. “Nurses, doctors, and first of aftermarket executives from responders must be able to get around,” he said. “Critical across North America. goods, medicines, and food need to be transported. Randy Buller, CEO and Essential vehicles will need to be repaired and maintained through this crisis.” president of Parts Authority, sharpened the point even further by looking at a number of pending who didn’t own cars before might think opportunities for growth. this is a good time to get one.” Chief among them, he suggested, Government subsidies will also likely is people’s changing attitudes toward act as a stimulus for buying new and used flying and ride-sharing. He believes vehicles, leading to good things for the many people will continue to be averse to aftermarket. getting into an airplane. “There are a lot of different factors that “We don’t expect people to be going will affect the sale of auto parts,” he said. abroad for the next while. That will have a “I’m very optimistic about what’s going to great effect on auto parts,” he said. “A lot happen after this disease gets under control.” of trips that would be a short airplane ride AIA echoes the reassurance. might turn into three-hour car rides.” “I’ve seen great examples of people It’s a change that will also harm the coming together, even competitors, shared-vehicle movement. working together, and I think it is a “I don’t think people are going to testament to the Canadian spirit in times want to get into cars that they don’t of crisis,” said Champagne. “I can’t tell know who was in them right before they you how proud I am to see an industry got in. People are going to change their come together, to do everything we can habits,” he said. “They’re going to be more to stop the spread of Covid-19. We have germophobic, and I think a lot of people answered the call.” w w w. a u t o s e r v i c e w o r l d . c o m

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NEWS

WINNIPEG TECH IS AUTO VALUE'S CANADIAN TECHNICIAN OF THE YEAR JASON MEILLEUR of River Park Automotive in Winnipeg has

been named the 2020 Canadian Technician of the Year. Meilleur was selected from five Canadian finalists, scoring highly for his training efforts and automotive excellence. His achievements – along with the achievements of his U.S. and Mexican counterparts as techs of the year – were celebrated during a four-day visit to San Antonio Texas earlier this year. “It’s been an honor and a privilege to be considered for – let alone a winner of – the Auto Value Technician of the Year program,” Meilleur said. He described the hospitality of Auto Value and the city of San Antonio as second to none, saying he and his fellow winners had been treated like royalty. The shop where he works, River Park Automotive, is an Auto Value Certified Service Center and customer of Piston Ring Service Supply. “Piston Ring is very excited for Jason of River Park Automotive, here in Winnipeg, being awarded Canadian Tech of the Year,” said Melissa Tennant, who does marketing and events for Piston Ring. “Jason is very qualified in all aspects of his job and well-deserving of the award.” The U.S. Technician of the Year was Mark Calzia of M.C. Tire & Automotive (an IWI Motor Parts CSC) in Moline, Ill.; the Mexican Technician of the Year Luis Alfredo Calles Rivas of Mecatec Express (a customer of Almex Refacciones) in Tamaulipas, Mexico.

FOUNTAIN TIRE NAMES ITS MVP OF THE YEAR THE OWNER of the Virden, Man., Fountain Tire has been

awarded the company's highest honour. Henry Heldebrandt was named the company’s Most Valuable Player for going "the extra mile to build a strong team of employees, create strong relationships with customers, and get involved in his local community.” “Success in the tire industry comes not only from building trust with and serving customers, but also from giving back,” says Dave Deley, senior vice president of stores for Fountain Tire. Hildebrandt is well-known in the Virden community where he has served retail, commercial and farm customers since 2005. Within the company, he serves as a role model with strong business results who readily offers expertise, manpower, and his own time to support other stores in need. Outside store walls, he is active in the community as a sponsor of many local events and organizations.

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Jason Meilleur of River Park Automotive in Winnipeg, the Canadian winner of Auto Value’s Tech of the Year award, is flanked by the Mexican winner Luis Alfredo Calles Rivas (left), and the American winner Mark Calzia.

The celebratory trip to San Antonio was enjoyed by all the U.S. finalists as well. “Every single one of these technicians are winners by virtue of being selected as a finalist from among nearly 3,800 service center locations which employ over 10,000 techs,” said JC Washbish, vice president of sales and marketing for Auto Value. “Their presence on this trip proves that they have distinguished themselves from their peers through education and training and that they’ve had a positive impact on their customers’ lives. The event was sponsored by DRiV and its Garage Gurus training program.

Under Fountain Tire’s unique partnership model, managers own 50 per cent equity in their stores. The Most Valuable Player is selected from owners across Fountain Tire’s network of 160 locations. Nominees are graded on several business success Fountain Tire CEO Brent Hesje (right) and markers, including senior vice president of stores Dave Deley (left) present Henry Hildebrandt leadership, community with the Fountain Tire MVP award. involvement, customer relationships and safety. Additional awards were granted to: John Laterveer of Moose Jaw, Sask., for Most Improved Mixed; Jason Di Bartolo of Winnipeg, Man., for Most Improved Retail; and Steve Charlebois of Huntsville, Ont., who was named the Rookie of the Year.

TECHNICIAN CERTIFICATION CRITICAL TO PUBLIC SAFETY, ARA SAYS

professionals, is also promoting the lobbying campaign. Bob Paff, president of ASBN, says the issue has been a thorn in his side for years, and was one of the reasons he started the forum. He is offering ASBN resources as a way to create a dialogue on this subject

and finally develop a lobbying plan to convince the government that the auto repair and service industry must be taken seriously as industry professionals. “We need everyone's attention on this issue and that means ASAP,” he told his members. “This issue has to be eliminated once and for all.”

By Allan Janssen IN THE ERA of high-tech motoring, sophisticated vehicle components, and advanced driver assist systems, technician certification is key to public safety, says the president and CEO of British Columbia’s Automotive Retailers Association (ARA). Adrian Scovell said the days where anyone can charge money to fix vehicles — without first obtaining the proper training, tools, and equipment — are over. “The vehicle is changing rapidly. The standard mechanic of the past is no longer suited to that task,” he said. “There is new training, new things that have to be thought about. His association has launched a campaign to convince government that anyone who works on a modern vehicle should require certification. The argument is all the more compelling, he said, because British Columbia has mandated that 30% of all new vehicles sold by 2030 must be zero-emission vehicles (ZEVs). By 2040, all new vehicle sold in B.C. must be ZEVs. “We’re telling government that we need a robust functioning aftermarket industry in order to make this successful,” he said. “If we want the adoption of ZEVs to be successful, we need to have an infrastructure that supports that. He’d like to see a roll-in program which requires certification to work on certain models or model years. He said he has not encountered any push-back from technicians, and he says the association’s letter-writing campaign is gaining steam. ARA is providing materials that can be presented to politicians, and it has identified key MLAs that carry specific influence within government. The Automotive Service Business Network (ASBN), a web forum for aftermarket

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GIVE THEM SOMETHING FRESH TO LISTEN TO Enroll in SiriusXM’s Service Lane for Shops Program to give every eligible customer a Free 3-month All Access trial. They’ll be driving with their windows down, music blasting, and spirits up. Visit siriusxm.ca/forshops to sign-up today.

SPONSORED BY

SiriusXM launches Service Lane for Independent Shops

iriusXM Canada launched a new program for independent automotive service shops that lets them provide customers with a complimentary three month All Access trial to the company’s audio entertainment services, with exclusive programming available for their car, home and on the go. The program, Service Lane for Shops, is designed to complement customer service and loyalty programs — at no cost to the shop. It is also a great opportunity for service shops to build customer loyalty. “Service Lane for Shops provides service shops with an opportunity to offer their customers free access to our All-Access trial of more than 140-plus channels of ad-free music, news, sports, talk and entertainment,” said Michael Mazgay, Vice President, Automotive Remarketing & Dealer Operations, SiriusXM Canada. “SiriusXM streaming is also included. It’s a great way to build loyalty, and there is no effort required on the part of the shops — plus there are also opportunities for exclusive experiences throughout the year.” Mazgay said participating in the program is one way to show gratitude to your customers for their business. The opt-in is a one-time process that includes the same data security process applied to

shared customer information from new and used vehicle sales. “Contact SiriusXM for more information and enrollment,” said Chris Smith, Senior Manager, New Business Development, SiriusXM Canada. “We will then collect your shop information and authorization for your preferred data source provider to securely transfer the VIN and customer contact information to SiriusXM.” Service shops that are interested can find out more information and a registration form at siriusxm.ca/forshops. The free trial is available on all qualifying vehicles equipped with SiriusXM, regardless of the manufacturer. “It’s easy and effortless to join and does not require any assistance from service shop management to activate the trial for service customers,” said Smith. “Service Lane for Shops also allows your customers to take their free trial beyond the car by using the SiriusXM app – stream at home and on the go.” The app offers thousands of hours of On Demand shows and performances, Personalized Stations Powered by Pandora, 100 Xtra channels for any mood, occasion or taste and exclusive SiriusXM video content on your mobile phone or connected home devices. To enroll in the Service Lane for Shops program today, please visit siriusxm.ca/forshops.

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BROUGHT TO YOU BY

BytheNumbers Stats that put the North American automotive aftermarket into perspective.

THE ORIGINAL EQUIPMENT CONNECTION

1.2

In 2018, the ratio of people per car in Canada. Only the U.S. and New Zealand have lower ratios â€“ both at 1.1 persons per car. By contrast, China has 1.4 billion people and 207.6 million vehicles for a ratio of 6.7 persons per car. 2020 Auto Care Association Fact Book

The amount of data a Level 3 autonomous vehicle produces internally per day. That includes 20-40MB of data per second from cameras, and 10-70MB per second from Lidar.

National Automotive Service Information Task Force

Average age of technician in the United States.

The percentage increase in customer retention rate that will yield a 25%-100% increase in profits. Frederick F. Reichheld, The Loyalty Effect

Automotive Training Managers Council annual survey

per cent

Percentage of do-it-yourselfers who say online videos are their primary source for learning how to repair their vehicles. In recent years, online videos have displaced repair manuals (27%), mechanics (21%), and family members (18%). NPD Group

91%

In 2019, the share of global light vehicles powered by Internal combustion engine only.

Percentage of Canadians who say they have told a driver to stop texting or engaging in phone calls while behind the wheel. Rates.ca

By 2035, the predicted share of global light vehicles powered by Internal combustion engine only. IHS Markit

Percentage of Canadians who

Fifty-eight

say tax credits and

per cent

subsidies are a major factor in the purchase decision for an electric vehicle. A further 28% consider it a minor factor.

2 million Number of fully electric vehicles sold globally in 2018. Thatâ€™s up from just a few thousand in 2010. EV sales are expected to hit 10 million by 2025,

28 million by 2030 and surpass 56 million by 2040, when they will account for 57% of all passenger vehicle sales. Electric Vehicle Outlook 2019, BloombergNEF

J.D. Power Mobility Confidence Index

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Got an opinion?

IT’S YOUR TURN

We’ll happily give you a page to get it off your chest! Send your rant to allan@newcom.ca

WORKING WITH THE ENEMY Supporting online retailers as their ‘official install centre’ doesn’t make any sense By Richard Bender

nline retailers are out to conquer the world. That may sound like a fairly provocative statement, but we’re all captive to the undeniable reality that technology is changing everything about the modern world, including the way retail sales are conducted. And it’s clear the ‘online’ trend is not going away soon. The inescapable conclusion is that the click-through model is a real and potent threat to traditional stores. History has shown us that changes in retailing are inevitable and they often occur abruptly. Look at how department stores, and then malls, and then big-box stores changed the North American shopping experience. Those changes were relatively sudden, and increasingly disruptive. 16

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Traditional auto parts retailers — particularly tire sellers — are certainly not immune to onliners. We’ve seen their advance in recent years. Indeed, some traditional stores have already experienced significant financial impact. But tires have to be installed, and that involves expensive equipment, extensive knowledge, and time – all things that the average consumer is without. So online tire retailers have been extremely active in soliciting ‘install centers’ to complete their sales. Once online retailers establish a network of install centers and have negotiated with area distributors to supply product to complete the sale, the concept of tire retailing, by means of a traditional storefront transaction will be fatally compromised. Online tire sales achieve profitability

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for manufacturers and distributors and, of course, the online retailers themselves. But they do not generate any profit whatsoever for the store where the deal is finally completed. Brick and mortar retailers do not make anything on a tire that is purchased online. And if you think you’ll make up the difference with an inflated installation price, good luck. Some online retailers have recently taken steps to control the install prices on behalf of their customers. In other words, you’ll be expected to provide a cut-rate price for the privilege of earning a ‘new customer.’ But let’s look at that new customer. The theory is that he or she will develop such a great relationship with the install centre that next time they need tires (or other service) they’ll do it directly with the tire store, without a middleman supplying the hard part. Unfortunately, there’s simply no evidence to support that conclusion. Let’s face it, if the consumer is happy buying online and having product shipped to an install centre that will contact them for a convenient appointment, why would they bother to change things up next time? Even if they have a good experience at your shop, there’s no promise they’ll return. They’ve already proven they’re inclined toward online shopping and are quite willing to follow the online retailer’s process. If tire shops are serious about maintaining a strong presence in the market, they cannot make an installation deal with online retailers. Retailers cannot continue to support a business model that, by design, will financially cripple their business. Supporting your competition has never been a good business model for success. Richard Bender

President of the Tire Dealers Association of Canada. You can reach him at richardTDAC@gmail.com.

GREENWOOD’S GARAGE

YOUR MANAGEMENT TO-DO LIST Running a modern auto repair shop is no longer the job of a tradesperson. These days, the position requires a true management professional who takes the success of the business very seriously. Many owners struggle with the idea of “managing” their business. They have never really understood what they should be doing. As a result, they often get distracted with work that should be left to someone else. If you’re one of those, here are two valuable checklists to help keep you on task. If you don’t know how to do these things, or question why you should be doing them, it’s time to get yourself into a management class!

By Bob Greenwood, AMAM

FINANCIAL CHECKLIST Complete a Year-End Banker’s analysis and the Return-On-Investment form.

Review all accounts receivable and complete a profit analysis on each one. Bring accounts receivable into recommended guideline.

List the business’s strengths and weaknesses.

Complete a Personal Break-Even form to establish desired personal net monthly income.

Prepare a written plan to eliminate the weaknesses and turn them into strengths. Adjust the computer software on the front counter to track the recommended revenue categories required today. Establish and set the gross profit percentage return for each revenue category.

Calculate the current shop efficiency.

Assess the impact of your new door rates using a Pricing-for-Profit formula. Calculate the number of customers you can afford to lose (worst case scenario).

Determine action required to achieve 80% shop efficiency.

Establish internal accounting and bookkeeping procedures to track all recommended metrics, including revenue and expenses. Establish an internal monthly operating statement procedure. Review inventory and set up a process to track and measure inventory turns, by category and line as recommended. MARCH

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Calculate average billed hours per invoice. Determine the steps that will be required to meet your objective. Calculate the current number of tires sold per hoist and revise procedures to meet your target.

Adjust and implement the maintenance, diagnostic, and reflash door rates according to an appropriate formula.

Complete a Business Operation and Profit Plan with daily sales objectives to net desired objectives.

Calculate the potential diagnostic hours currently available to your shop. Review front counter processes for capturing and documenting technician time to achieve the maintenance and diagnostic billed-hour objectives. Bob Greenwood, AMAM

An Accredited Master Automotive Manager (AMAM) who offers personal business coaching and ongoing management training for aftermarket shops, focusing on building net income. He can be reached at 1-800-267-5497 or greenwood@aaec.ca.

OPERATIONAL CHECKLIST Check your attitude on a daily basis. Focus on being positive. Resolve to be the best you can be. Set up a meeting with your bank manager to review business results and the business plan. Define, in writing, the value the shop offers to its customers and clientele. Hold a staff meeting to explain your business philosophy of differentiating clients from customers. Review the shop’s strategy to deliver value and retain clients. Describe your ideal team concept and let them know what’s in it for them.

Review front counter processes for invoicing. Ensure invoices include detailed explanations of what was done to the vehicle, future maintenance service intervals, and next service booking. Monitor your team’s client counseling procedures. Review shop appearance – both inside and outside. Make sure it leaves the best possible impression. Design a "Client Perception Checklist" that you can review monthly with your staff. Meet with your main parts supplier to review the business objectives, strategies, and how you and the supplier can work together more closely. Complete staff reviews every six months. Review all business and technical articles in the available aftermarket journals.

Hold individual staff reviews to re-enforce the staff meeting and define the expectations of each staff member.

Meet with your business attorney to discuss and complete a Power of Attorney form.

Offer a daily report to your staff that reviews the progress being made toward your targets for billed hours per invoice, shop efficiency, and sales.

Meet with your business accountant to discuss and prepare a baseline succession plan.

Review vehicle inspection and documentation procedures. Subscribe to all available websites that offer operational measurements, business information, and general management resources.

Conduct annual reviews of all insurance requirements for the business and personal needs, including liability, life, and long-term disability. Meet every six months with your bank manager to submit a report on your business progress.

Demand and supply know-how Car professionals are rigorous people. They demand the best price possible. They demand access to the best brands and they demand good service and expert advice. NAPA Auto Parts supplies all that, and a lot more. NAPA Auto Parts. Ready to deliver. napacanada.com

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COVER STORY

Preparing for

ADAS

Half the cars on Canadian roads will soon be equipped with advanced driving features. This poses both challenges and opportunities for independent shops. By Jacob Stoller 20

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n aspiring tech watches as a vehicle service professional conducts an advanced driver assistance system (ADAS) calibration. Amazed at the technology, the young job candidate can’t contain his enthusiasm any longer. “I want to do every one of those!” he tells Paul Martins, manager of the Speedy Auto Glass location in Scarborough, Ont. Martins smiles. The applicant is clearly getting ahead of himself. But it’s nice to see that the high-tech nature of the work is so attractive to young people. Like a lot of industry watchers, Martins sees ADAS calibration as the “next big thing” for the automotive aftermarket. Given current automotive trends, the need for the service will only grow. Driver assistance features, which are rapidly becoming ubiquitous on new vehicles, employ cameras and other sensors that need to be correctly aligned in order to accurately “see” the road and nearby obstructions. OEM safety specs usually require calibration whenever there’s a change that could affect the orientation of a sensor. “The wave is right in front of us,” says Sylvie Leduc, vice president of sales, marketing and franchise operations for Belron Canada, which owns and operates Speedy Glass. The company has been a logical early adopter of the technology because windshields are the most frequent location for forward-facing ADAS sensing cameras. Calibrations take approximately an hour, and Belron shops charge $225 – a price that Leduc says reflects the equipment and training needed to do it properly. Windshield replacement, however, only affects one category of devices that could need calibration. Long- and short-range radar, LIDAR, surround-view cameras, ultrasound sensors, and other devices are found in various locations around vehicles, creating a plethora of potential calibration scenarios. “Even mundane repairs such as replacing a bumper cover can involve disconnecting sensors that are part of the ADAS system, and these require calibration after a repair,” says Ron Racine, training manager at Snap-on Equipment. “ADAS systems may require calibration after suspension work, windshield replacement, wheel alignment work, collision repairs, vehicle alterations (lift kits), or even when changing the size of the tires to a larger or smaller diameter.”

Lining things up

Snap-on, through its John Bean equipment brand, has recently released EZ-ADAS, a complete tool kit for independent shops. “We provide a system that is focused on the core of the market right now,” says Racine. “We’ve taken this very complex process, where OEMs have many different ways of measuring and positioning different types of frames, and we’ve put that into a simple system that has a unified workflow across multiple manufacturer procedures.” It is an equipment category that is booming. Companies like Bosch, Hunter, Autel, Hofmann, and others are releasing sophisticated calibration systems that will allow independent shops to get in on what will soon be a common vehicle service. According to Bosch ADAS trainer Steve Zack, the next wave of aftermarket tools and equipment, like the ones Bosch is set to release later this year, will provide a broad suite of capabilities and opportunities to independents. “We’re going to have available a calibration unit for all makes, all models,” he says. “We’ll provide targets for camera, radar, surround view camera, and side view camera as well as back up camera.” A basic tool kit consists of a scanner that talks to the vehicle’s ADAS system, targets with unique designs for each OEM, stands and brackets to position the targets, and laser-based alignment tools to capture readings. You can expect an initial investment in the mid-20K range.

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ADAS system-equipped vehicles will continue to grow as the availability of components increases and customer demand for advanced safety systems fuels the need for safer vehicles.” In addition to the equipment, however, you’ll need enough space to get the job done. Static calibrations (done in the shop) typically require a 40-foot bay that is clutter-free, and removed from shop traffic. The floor must be perfectly level, the background must be solid colours only, and the lighting must be moderate. A bright shop with lots of windows or a darkly-lit shop might not work. Dynamic calibrations, which take place on the road, will require a nearby highway with lane markings and not too much traffic so that the vehicle can travel at a reasonable speed without obstructions. This could be a challenge for shops in urban areas. “I have a bit of a window between 10 a.m. and 2 p.m. when I can do dynamic calibrations,” says Martins. With the Bosch system, technicians will need to take a basic classroom training course, which is between a half and a full day in duration. Zack expects

alignment. During the setup of the process, the software confirms each step before allowing the process to continue. “You compare height target location against what you measure, so there’s a built-in safety net,” says Martin. “You can’t calibrate unless things line up.” Similarly, the shop doesn’t actually certify the calibration – the ADAS system in the vehicle communicates to the scanner, confirming that the calibration has been successful. An email is generated for shop records or to show to customers. “We provide the customer with a certificate at the end of the process that the vehicle was calibrated successfully,” says Paul. In general, the work requires strict adherence to step-by-step procedures which vary according to the make and model of the vehicle. “This is a safety system of the car, so it’s critical that we do it 100% right,” says David Framst, a technical trainer with Belron.

An exploding trend?

The 2019 model year saw a significant increase in new vehicles equipped with Level-2 autonomous features – features that cause the vehicle’s ADAS system to assume control of the vehicle’s steering or braking in certain situations. This clearly David Framst, a technical trainer with Belron, sets up a calibration. Precisely raises the stakes. A lane-centring feature locating the car to the targets and lining that is not calibrated, for example, could up the lasers can take 15 minutes or so. unexpectedly steer a vehicle out of its lane. Leduc is hearing increasing concerns from insurance executives about vehicles on the road with uncalibrated ADAS systems, and believes that the time has come for the government to step in. “Sooner or later, there will be cases where liability will come up,” says Leduc. Calibration kits come with targets with unique “Accidents will happen which will oblige designs for each OEM, stands and brackets. the government to legislate and give us that courses will be soon be available in some guidelines to follow.” major centres in Canada. On the positive side, there is recent Zack suggests that a technician with a evidence that ADAS features are reducing accidents. background in front-end alignment and “There’s more evidence that ADAS is diagnostics will have no trouble learning to delivering tangible benefits,” says Leduc. use the technology. “We’re starting to see more and more “An overall good technician will survive concrete data from Europe where they’re well,” he says. “They can learn on the job, Laser-based alignment tools capture three to four years ahead of us from an and we will train them. It’s easy to use, readings and ensure accuracy. ADAS standpoint.” because it walks them step-by-step through According to Racine, “The number of ADAS system-equipped the process, with what is called a guided tour.” vehicles will continue to grow as the availability of components The process begins with a series of checks to ensure that increases and customer demand for advanced safety systems the vehicle is “calibration ready.” These preliminaries include fuels the need for safer vehicles.” confirming battery voltage, tire pressure, and correct wheel 22

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Assessing the investment

As ADAS systems become the new normal and assume more and more control over vehicles, the arrival of significant ADAS calibration work in the general repair and service world is imminent. The question is “when?” “Somebody has to become the expert,” says Donny Seyfer, shop owner and executive officer at the U.S.-based National Automotive Service Task Force. “They have to determine that they can make money doing it. But it’s a tough value proposition when you consider the percentage of vehicles that actually use some level of advanced driver assistance, although that’s obviously going up and up.” Seyfer believes that in the near term, specialists will move into the space, and independents will be able to turn to them when calibration needs arise. “I think what you’re going to see is calibration centres pop up that are specifically aimed at that,” says Seyfer. “They’re going to have a truck. They can pick the car up, calibrate it, and run it back to you. My take on it is that for this generation of vehicles, that’s the way to go.” Belron already offers such a service, called Vanfax, aimed at independent shops that require a calibration after replacing a windshield. Vanfax will do the work on-site. “Not a lot of independents have the tools,” says Leduc, “so one of our contributions is offering a mobile service where an expert comes and does the calibration.” Regardless of the approach they adopt, shops need to be aware in advance of any calibration requirements that their customers might be facing, including any ADAS-related costs, which could be hundreds of dollars. “I think the shops need to be preparing for what’s coming,” says Seyfer, “and they should at least be dabbling in it. And they definitely need to read service information before they start a repair.” While acknowledging the high costs involved, Leduc believes that shop owners can capitalize on the trend. “This is good business for independents,” says Leduc. “If independents don’t capture it, the dealers will.” Jacob Stoller

A freelance writer, specializing in tech and lean management, based in Toronto.

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GF-6 PRODUCT FEATURE

designed to protect modern engines New oil specification gives shops a chance to build greater trust with premium clients. By Allan Janssen

new oil specification that offers better protection for modern engines bring new opportunities for shops to build trust with conscientious vehicle owners. GF-6 oils, set to officially debut in May, offer particular benefits to consumers who are determined to preserve the value of their vehicles. Eight years in the making, ILSAC GF-6 addresses higher operating temperatures, smaller engine sizes, and the increased use of turbocharging, gasoline direct injection, and stop-start technology. Many of these design changes were driven by new market demands for cleaner burning internal combustion engines. They also brought new components, hardware, and vehicle control systems that require additional protecting in a harsh operating environment. Lighter viscosity oil was seen as critical to running clean, but it would have to be engineered properly to do so without harming engine durability. “ILSAC GF-6 oils have been designed to meet the engine needs of North American and Asian vehicle manufacturers who recommend them,” says Amanda Damen, category manager automotive at Petro-Canada Lubricants. “They are a one-fluid-meetsall requirement for engine oils that cover a range of new engine technologies being implemented in modern vehicles.” Carmakers were particularly asking for protection against two debilitating conditions: timing chain wear, and lowspeed pre-ignition (LSPI).

Service... on demand! The latest information on the automotive aftermarket. In one website.

www.AutoServiceWorld.com

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/ APRIL 2020

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The new specification represents a significant upgrade to legacy fluids, allowing service providers to give their customers more confidence in their engine protection.” LSPI has proven to be especially common in modern engines and can do a fair bit of damage. According to Jeff Thompson, Infineum International’s executive market manager for lubricant additives in North America, “Many end users are operating vehicles that use lower viscosity lubricants, have turbochargers, and use a solid timing chain. However, very few drivers understand that LSPI can be an enginedamaging phenomenon from which modern engines need protection and that their oil matters for this.” Most importantly, the engine oils offer improved frictional properties that help support fuel efficiency – a key requirement of the U.S. Environmental Protection Agency’s Clean Air Act. It is a significant improvement over the GF-5 specification, introduced in 2010 with a spate of new performance traits, including protection against higher temperatures, deposit and sludge, as well as improved protection for aftertreatment seals. On every measure other than aeration and volatility, ILSAC GF-6 brings significant improvements. “The aim of the new specification is to protect new engines that offer reduced emissions and improved fuel efficiency,” says Damen. “ILSAC GF-6 approved engine oils will offer superior protection of vital engine components and greater efficiencies for engines. This includes protection against low-speed pre-ignition (LSPI), timing chain wear as well as enhanced fuel economy performance. They are expected to outperform ILSAC GF-5 engine oils due to the standard’s enhanced oxidation control, piston cleanliness (as the engines are running hotter) and fuel economy retention properties.

There will be two categories of GF-6 oils. GF-6A is for engines that take a 20 or 30-weight oil. GF-6B will offer a new performance level with the same requirements as 6A except for fuel economy, at a lower viscosity level (for 0W-16 engines). As for GF-5, it will not be recommended after May 2021 and will become obsolete when it is no longer required or when tests become unavailable. The oils are backward compatible for the legacy fleet. The new specification represents a significant upgrade to legacy fluids, allowing service providers to give their customers more confidence in their engine protection.

Can’t get the service information you need? 1 2 3

Go to www.aaro.ca and click on Repair It Right 2020 Fill in the Service Information Request form Click SUBMIT A knowledgeable technician will IMMEDIATELY review your request and endeavour to answer your questions in REAL TIME. If you are truly facing an issue with access to OE information, we’ll work with the National Service Information Task Force to get access. Don’t be locked out!

www.aaro.ca

1-833-787-4020 This service is paid for through the support of the aftermarket suppliers and parts distributors. w w w. a u t o s e r v i c e w o r l d . c o m

MARCH / APRIL 2020

BAYWATCH Performance exhaust for Jeep The DynoMax Performance Exhaust brand continues to add new part numbers for Jeeps through the new, off-road-ready, highclearance DynoMax QuietCrawler stainless steel performance exhaust for 2020 Jeep Gladiator 3.6L trucks (39541). The new system features a stainless steel Super Turbo muffler that provides solid performance acoustics with minimal resonation. Each kit also includes 2.5-inch stainless steel, mandrel-bent piping to help extend protection against corrosion and finish the system. www.DynoMax.com

CV part numbers TrakMotive has released 237 new numbers which include automotive CV axles, ATV CV axles, drive shafts, CV intermediate shafts, and window regulators. The units, in stock and ready to ship, cover over 24.3 million vehicles in operation in North America, including 115 different automotive CV axles (15.5 million sales opportunities), 11 CV intermediate shafts (1.8 million sales opportunities), 53 drive shaft assemblies, 6 window regulators, and 52 new ATV CV axles. www.epicor.com

New part numbers

BBB Industries has released 386 new SKUs to its remanufactured product lines, offering additional coverage in the rotating electrical, power steering, brake caliper, and turbocharger product categories. The company has also released 72 new SKUs of â€œ100% newâ€? steering products, covering steering gears, pumps, rack and pinions, and reservoirs. Both additions cover more than 55 million vehicles in operation (VIO). www.bbbind.com

Bench lathe Hunter has unveiled the new BL Series bench lathe, featuring patented Anti-Chatter Technology (ACT) that eliminates the buildup of vibration that can occur when machining rotors at a fixed speed. This technology provides the smoothest possible rotor finish without the use of chatter bands or other unnecessary devices. The BL Series also features optional Digi-Cal, which helps technicians quickly verify rotor thickness and accurately determine cut depth for a perfect one-cut pass.

www.hunter.com

Scan tool update Bosch has announced a new software release for its ADS 325 and ADS 625. It introduces many new and improved features, including quick-scan capabilities, enhanced European vehicle coverage and access to FCA Security Gateway vehicles. Repair-Source, a comprehensive vehicle service and repair information database, is also built into the software update. The European coverage, Quick-Scan and FCA Security Gateway software updates are also compatible with OTC Encore and Evolve platforms. www.boschdiagnostics.com

Off-road suspension Rancho RockGEAR offroad performance suspension accessories now include tube doors (Part No. RS62121B front/ RS62122B rear) for the 2020 Jeep Gladiator JT and 2018-2020 Jeep Wrangler JL 2- and 4-door models. Rancho RockGEAR tube doors are constructed from heavy-duty, durable 1¼-inch low-alloy steel; designed to mount to existing OE-door hinges; and are finished in durable black powdercoat. www.GoRancho.com

Automotive hoist

High performance floor jack Snap-on’s new 1.75-Ton Aluminum High Performance Floor Jack (FJ175) features a low 3.4" height to easily fit under most vehicles with a maximum lifting height of 18". The jack also boasts a 3,500 lb lifting capacity. It has an innovative one-piece handle that offers greater lift height per handle pump stroke than most other jacks. It also includes a diamond knurling for improved handle grip. The hydraulic pump assembly features premium seals and special, high-performance oil for extreme temperatures and reduced wear. www.snapon.com

Mercedes Benz water pump VDO says its new Electric Water Pump for Mercedes Benz models is identical in fit, form, and function to the OE part, ensuring that installation and performance is hassle-free. The part is the genuine OEM part and a direct replacement for the original Mercedes Benz Part No. A000 500 23 00. The pump comes directly from the manufacturer, Continental, and covers popular Mercedes Benz models from 2015-2019. www.usa.vdo.com

Canada Auto Solutions (CAS) is bringing Launch Tech automotive hoists back into the Canadian market. CAS will be the exclusive agent for Launch products in Canada, handling everything from sales, to installation, to maintenance. Launch is among the world’s largest manufacturers of high-quality versatile automotive lifts, producing a variation of 50,000 vehicle lifts worldwide. www.canadaautosolutions.com

Fuel system tools OTC has expanded its specialty tools catalogue with new fuel system tools for use on Detroit Diesel applications. They include a Fuel System Priming Pump (#5869) which allows technicians to pressurize a fuel system after service; a Fuel System Coupler Fitting (#5869-1) which assists with fuel system priming; and a Fuel System Test Gauge (#5868) to properly diagnose and repair fuel systems. The 5868 connects directly to the priming port fitting on the engine fuel module of Detroit Diesel DD13 and DD15 engines. www.otctools.com

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BAYWATCH Jaguar, Land Rover motor oil German motor oil and additive specialist Liqui Moly has launched a new oil in North America specifically for Jaguar and Land Rover. Designed to help reduce consumption and minimize emissions, Special Tec LR 0W-20 is a special product developed exclusively for Jaguar and Land Rover. The two vehicle brands used to follow the oil specifications of their former owner, Ford, but since 2014 have gone their own way.

New friction packaging ZF Aftermarket has launched TRW Ultra and TRW Pro friction lines with new formulations, and clean box designs intended to remind customers that overly complex packaging does not ensure a great product. The backside of the box has a blueprint of either a TRW Ultra or TRW Pro brake pad. Key features and benefits of the brake pad line are highlighted. The TRW Ultra brake pad line offers nearly 800 SKUs providing over 98% coverage for a wide range of vehicles up to 15 years old. The TRW Pro line offers more than 1,000 SKUs providing over 98% coverage for vehicles up to 35 years old.

www.liqui-moly.us

www.trwaftermarket.com

Bearings for late model vehicles NTN, the parent company of BCA Bearings, has announced the release of 13 new product SKUs. The new products are part of BCAâ€™s wheel end bearing assemblies and bearings product offerings and provide later model import to the line. BCA offers a full line of wheel hub assemblies, seals and loose bearings. www.BCABearings.com

Galvanized brake pads for Toyota Like all NRS Brakes, the 2020 NRS Brakes Supra kit includes best-in-class friction, advanced noise cancelling piston cushions and shims, patented SHARKMetal mechanical attachment and fully galvanized steel backing plates. Featuring award winning technology, NRS Brakes' galvanized brake pads will never separate due to rust, corrosion, or bond failure. All NRS Brakes are manufactured, tested and verified in Toronto, in one of the worldâ€™s most advanced brake testing facilities. www.nrsbrakes.com 28

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ESS SEEK MORE FIND Timing chain water pump kit Cloyes has launched timing chain water pump kits for Nissan, Infiniti, and Suzuki, providing coverage for 3 million vehicles-in-operation in North America. Designed for the replacement of worn or damaged timing chains, tensioners, sprockets, guides, and water pumps, Cloyes timing chain water pump kits offer a complete repair solution. The water pumps are tested in a full operational RPM range with eight different test parameters.

Brake pads

Raybestos has expanded its R-Line brake pad offering with the addition of new part numbers for older vehicle models. It now includes nearly 1,000 part numbers, covering virtually all domestic and import nameplates. The line offers reliable stopping power with OE-match ceramic or semi-metallic formulations, and a full selection of components and hardware for complete braking system coverage.

www.cloyes.com

EV brakes NRS Brakes has grown its NRS-EV line-up to cover 60 different models from over 25 different manufacturers, including popular hybrids and electric vehicles like Prius, Volt, and Leaf. NRS-EV Galvanized Brake Pads feature ultra-premium friction material, fully galvanized backing plates and SHARKMetal mechanical attachment. Together, these technologies ensure the pad will never rust, corrode or separate, meaning long-lasting life and durability over the full life of the pad. They are made without industrial adhesives or paint, and contain no copper or lead.

www.raybestos.com

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PRODUCTION: Leslie Miller

DATE

INITIAL

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lectronic mechanical are owned (“Y&R Proprietary Fonts”) and/or licensed (“Y&R Licensed Fonts”) by The Young & Rubicam Group of Companies ULC. es, and are to be used only for the execution and the completion of this job order. You are authorized to use the Y&R Proprietary Fonts in the execution prietary Fonts shall be deleted from your systems and destroyed upon completion of this job order. You warrant and represent that you have secured er to execute our job order and will abide by the terms thereof.

Uline www.uline.ca.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ... 29 VL Communications www.vlcom.com.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ..... 3 Wakefield Canada www.wakefieldcanada.ca.. . . . . . . . . . . . . . . . . . . . . . .. 23 Worldpac www.worldpac.ca/quality.. . . . . . . . . . . . . . . . . . . . . ... 32 Wurth shop.wurth.ca.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. 28

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THIS PAGE IS SPONSORED BY

EyeSpy Got an EyeSpy to share? Send a high-res picture to allan@newcom.ca and make sure to give us lots of detail!

John Ford, owner of Main & Market Service Centre in Ridgetown, Ont., says the owner of this vehicle complained of a “popping noise” after he replaced his own ball joint and tie rod. Turns out he didn’t press the joint and never put the jam nut in the rod! Yup, that’ll do it!

YES... BUT DID YOU FOLLOW THE INSTRUCTIONS? Installation errors from our growing collection of Eye Spy photos. The brake pedal of this 2010 Dodge Grand Caravan went straight to the floor and the right front tire was wet with brake fluid when it arrived for service by students at Holy Trinity Catholic High School in Simcoe, Ont. Transportation teacher Clark Chernak said there was no brake pad in sight, and a hyperextended caliper piston caused the master cylinder to leak dry.

One of the wheel nuts on this 2003 Dodge Durango was put on backwards and extremely tight, says Ron Pasay of the Fountain Tire shop in Fort Saskatchewan, Alta. Technician Jason Bomas had to look for a special socket to remove it. They never did find out who made that rookie mistake!

The owner of this Ford F150 let his grandson replace the transmission cooler lines for him. “Not only did he route it above the I-beam suspension, he also passed it through the exhaust,” says Mike Broekema of Lakeside Automotive, in Vineland, Ont. “Kind of defeats the entire purpose of having a transmission cooler!”

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