May/June CARS

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

The

changing face of training Online learning is suddenly the norm

CANADA’S BEST OPTION FOR HIGH-TECH TRAINING SEE PAGE 22

Covid operations

A report from the field

Electric vehicles come full circle Canada Post Publications Mail Agreement No. 43734062

MAY / JUNE 2020

Boost Your Shop

CONTENTS Profits May / June 2020 • Volume 6, No. 3

19 Features SPECIAL FEATURE

What I learned from the pandemic

Columns 16

We took a straw poll of some of our readers to find out what they’ve learned during the social distancing, sanitizing, touchless days of coronavirus. Here’s what they said.

SHOP FEATURE

The new face of training

5

Service Notes

13

It’s Your Turn

The power of YES.

These days ‘trust’ has a new meaning.

• User friendly invoicing 14 19

Greenwood’s Garage

Calculating the true cost of doing business.

The return of the electric vehicle

If you’ve been resisting the call to get up-to-date on the latest vehicle technology, stop putting it off!

Electric vehicles are soon expected to dominate your bays.

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

Traditional hands-on, instructor-led classroom training has been put on hold. In its place is a plethora of webinars and video conferences. Are they getting the job done?

INDUSTRY TRENDS

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24

13

Departments 7

Letters

8

In the News

11

By the Numbers

26

Baywatch

29

Advertiser Index

30

Eye Spy

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FREE tryout at

1-800-268-4044

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BENEFIT FROM OUR BENEFITS. To Ford, every part counts. That’s why members of the Ford Professional Service Network enjoy benefits through the purchase of Ford, Motorcraft®, and OmnicraftTM parts.

MEMBERS RECEIVE EXCLUSIVE ACCESS TO: • QUARTERLY REWARDS AND REBATES ON ELIGIBLE PURCHASES* • VITAL NO CHARGE TECHNICAL SERVICE INFORMATION, INCLUDING WORKSHOP MANUALS AND SERVICE BULLETINS • NO CHARGE MEMBERSHIP FOR QUALIFYING REPAIR FACILITIES

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* Eligible purchases are based upon the net price paid for the purchase of Ford, Motorcraft and Omnicraft parts (including accessories) at a Ford or Lincoln Dealer (other than Ford collision parts, tires and core changes) exclusive of any credits/ rebates or other deductions and applicable taxes and/or fees. Additional limitations may apply. Membership and rewards are subject to the IRF Terms and Conditions as may be amended from time to time. OmnicraftTM is a trademark of Ford Motor Company. Motorcraft® is a registered trademark of Ford Motor Company. ©2020 Ford Motor Company of Canada, Limited. All rights reserved.

SERVICE NOTES

WHY YES WORKS

Publisher

| Peter Bulmer (416) 605-5346 peterb@newcom.ca

Giving in to your employees is not always easy… but it’s often the best strategy.

Editor

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

By Allan Janssen

Contributing Writers

| Peter Bulmer, Tracy Carnahan, Bob Greenwood, Allan Haberman

Creative Director

| Dave Escuadro

Video / Audio Engineer

| Paul Willson

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.

President & Managing Partner

| Delon Rashid

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| Peter Bulmer

Corporate Office

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M

any business owners will tell you with a straight face that the customer is always right.

I don’t exactly know how this is supposed to work. It seems to me that a line needs to be drawn somewhere when unreasonable demands are made.

Otherwise customers would be “right” to demand free service.

In principle, it’s a good idea to surprise customers with flexible, accommodating service.

After all, it costs you far less in the long run to keep a customer than to replace them. In practice, however, there is real danger in being too accommodating.

For one thing, you’re giving an unfair advantage to abrasive customers, which can upset your more reasonable customers. No one likes to see boorish behaviour rewarded. Worse, though, a spineless response to bad customers can demoralize your employees. Ironically, it could contribute to a decline in customer service.

So saying “yes” to customers usually involves a judgment call.

It is a much more defensible strategy to say that it is employees, rather than customers, who are always right.

Keeping employees happy is extremely important. This is especially true in the auto repair industry, where good employees are the key ingredient to a company’s success.

Saying yes when it matters is a very powerful tool in a shop owner’s box.

It’s all too easy to give a knee jerk response if a request strikes you as a little too liberal or generous. You may be tempted to dismiss it as another evidence that “young people today are so entitled.”

But ask yourself if conceding a small point, or adopting a new policy is really all that dangerous.

Management consultant Cecil Bullard tells a good story about one shop owner who complained that his technicians were always “stealing” the snacks he put out for customers.

“If your techs want snacks, get them snacks. What’s it going to cost you? Fifty bucks a month? A hundred bucks a month? Do it!” says Bullard “What signal are you sending if you don’t let them have snacks, or a clean bathroom, or a nice lunch room? You’re saying they’re not important.”

Taking that advice to heart, one of Bullard’s clients put an employee in charge of shopping for snacks. If the techs wanted black licorice, they got black licorice. If they wanted fruit, they got fruit.

“Yes, sometimes the fruit doesn’t get eaten and it ends up in the garbage. That’s OK,” says Bullard. “That guy has a waiting list of 20 top technicians who want to work for him. It’s not because of the fruit. It’s because his employees talk about him at training classes, and they say he appreciates them.”

Customers are almost always self-interested. But your employees understand that their requests have to work for the business as a whole, or else no one will have a job.

So if your employees want something a little more complicated than fruit or licorice, it can be a trick to find the right solution. But there’s almost certainly a solution to be found. Take the time to find it. It will prove that you value your employees.

Let me know what you think.

You can reach me at allan@newcom.ca

ISSN 2368-9129 Online 2368-9137

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5

LETTERS

What’s on your mind?

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

DON’T EXPECT THINGS TO BE AS THEY WERE

FRONT-LINE WORKERS DESERVE A BREAK

Concerning your story about the drop in kilometers driven, I believe this pandemic will change driving habits for many people. When the virus is gone, many businesses will still have staff working from home to reduce their operating costs. Less commuting will have many rippling effects on the economy, especially in the auto service and repair sector. Nothing will be the same as it was. We need to be realistic and change our operations to suit new trends.

I enjoyed your web story about shops that are giving health care workers a break on auto services. We have been giving Alberta Health Services workers 50% off oil changes and 25% off all other work since the end of March. That’s our way of showing our appreciation and support for front-line workers.

We’ve met a lot of very nice people in this process.

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

SANITIZING VEHICLES IS A DIFFICULT AND IMPORTANT FIRST STEP I fully support the initiative by the Mobile Air Conditioning Society to provide our industry with proper procedures to clean and disinfect vehicle interiors.

Currently, there is very limited information on cleaning methods. The fogging devices used in ambulances and hospital rooms are cost prohibitive, and could damage vehicle electronics. Similarly, heating units which raise the cabin temperature high enough to kill the virus without melting everything (the way they treat homes for bedbugs) take a long time and really won’t work in our industry.

Problems like these are why we chose to close our business until there was a guaranteed safe way to operate that would ensure everyone’s health and safety. The government’s say so is not enough. It’s not worth the risk for a few dollars in the short term. While I understand that shops need to open and get rolling again, I personally think it’s premature (if not foolish) to think that it would be safe enough to put people’s health in danger just for a tire swap or oil change.

Steve Morros S.M. Automotive, Calgary, Alta.

GOVERNMENT IS NOT GOOD RESOURCE ON SANITIZATION I agree with the need for accurate information about how to safely clean cabin interiors, but I strongly disagree with the choice of experts that the Mobile Air Conditioning Society has turned to. I would not trust what the government says is OK. Why don’t some of our industry organizations do some research on commercially available methods, or call on shops that already perform fog-sanitizing with success.

Brian Willard Willard Garage, Waukee, IA

Got a memory you’d like to share?

Send a high-res scan to allan@newcom.ca

Daren Hodgson Atelier D.H. Tech Pro, Ste-Marthe, Que.

GOOGLE MECHANICS ARE AT IT AGAIN! I enjoyed your recent EyeSpy page (April 2020). Another perfect example of the work of Google mechanics! I’ve been a certified Red Seal mechanic since 1972 and have worked both for Chrysler and Toyota. I’ve also had my own automotive repair business for over 25 years. I’ve seen some dangerous work done by customers. Most of the time I was allowed to repair them properly. Other times I wasn’t. Yearly provincial vehicle inspections by certified auto mechanics would really help to solve this problem.

Customers would then have to have their vehicle repaired properly or they would be taken off the road.

John Rinaldi Terrace, B.C.

Uni-Select retiree Sean Corcelli sent in this painting of his dad’s Texaco Station in London, Ont., based on a photo taken in 1950. Joe’s Texaco was where Sean first caught the automotive bug. “I pumped gas and knew where every fuel port was hidden in those classic vehicles!” he wrote. 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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7

NEWS

Adapting to new challenges Aftermarket analysts question how the drop in kilometers driven will affect business, as shops struggle to adjust to new operating conditions during the ongoing pandemic.

By Allan Janssen

INDUSTRY WATCHERS are carefully gauging traffic patterns for clues on how the auto repair and service industry will rebound when fears of the spread of coronavirus ease and business conditions fully open up.

According to analysts at DesRosiers Automotive Consultants (DAC), kilometres driven is among the biggest concerns for the Canadian aftermarket. Their recent report on the impact of the current public health emergency suggests it is a particularly insidious challenge for repair shops.

"What is perhaps most striking for this downturn as opposed to previous ones from the aftermarket perspective is the sudden and unprecedented drop in kilometres driven,” analysts at DesRosiers said.

Although they said current data on the amount of driving Canadians are doing is still sparse and imperfect, they’ve found evidence that it has collapsed from previous levels. Google mobility data shows that as of April 30, mobility to workplaces was down 57% in Canada. Factoring in other data, such as toll highway statistics and gas consumption, DAC calculates the decline in kilometres driven in Canada to be in the range of 46-52% with a slow recovery in coming months.

Kilometers driven has long been a benchmark measurement for the auto repair and service industry, tied to component failure and chemical depletion.

“The current baseline DAC model of aftermarket demand indicates that aftermarket demand will fall 11-13% this year,” analysts said. “The statistical scenarios in the model vary greatly, however, from a decline of 6-9% in the optimistic scenario, to a precipitous decline of 20-25% in a negative scenario under which a severe second wave of the virus stalls provincial economic re-openings.”

Kilometers driven was also referenced in a report by the Automotive Industries Association of Canada (AIA). The survey noted that at the peak of the crisis, in early April, traffic diminished by about 80%.

The report analyzed business confidence among aftermarket supply chain companies and service providers – finding the most optimism in the supply chain.

Some 63% of supply chain respondents in the AIA's recent Business Operations Survey said they expect to see signs of recovery in the near-term. Only 18% of supply chain respondents saw things deteriorating further before the end of June.

That is notably more optimistic than mechanical service shops (41% expecting early signs of recovery) and collision repair shops (31%).

The biggest cohort of supply chain respondents, (27%) reported a revenue decrease of 21-30%. Among mechanical repair shops, the biggest cohort (39%) reported a revenue decrease of more than 50%. Among collision shops, the biggest cohort (43%) reported a revenue decrease of more than 50%.

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Impact on urban shops

A survey conducted by Ohio-based IMR Inc. found that urban repair shops in the United States appear to be suffering the biggest drop in business as a result of Covid-19 prevention measures.

According to the survey, 91.5% of urban repair shops reported a significant decrease in revenue, compared to 85.4% of suburban shops and 73.8% of rural shops.

However, urban shops are reporting fewer supply chain issues. Asked how frequently they experience a disruption in getting parts, 20.5% answered “frequently” or “very frequently.” By comparison, 27% of suburban shops, and 30.4% of rural shops answered that way.

Overall, the survey of 400 repair shops in the United States, conducted May 5-11, found that 25.8% of shops had frequent or very frequent supply chain issues.

The top reasons for sourcing new suppliers during disruptions were availability of parts (49.4%), faster delivery required (27.1%), and regular supplier closed (14.1%).

Despite supply chain issues, shops remained largely loyal to their preferred brands, with most shops reporting that they rarely or never switched brand.

Deferred work

Another DAC poll noted a decrease in revenue among Ontario repair shops of between 26% and 50% in April.

Shops reported decreases in most job

types, with preventive maintenance and diagnostic work seeing the largest declines.

The most common forecast of how 2020 will play out anticipated a decrease in business of less than 25%.

The survey, distributed during the week of May 11-15, found that the majority of businesses remained open (nearly 60%), but some of them (about 40%) with reduced hours. Almost half of respondents noted problems with parts supply, with these issues arising from both jobbers and dealerships.

Industry concessions

Social distancing protocols have led to a surfeit of web training (see feature, page 19) and video conferencing, as industry leaders replace physical events with virtual ones.

And suppliers have made a number of concessions – from eased deadlines to reduced costs – to keep the industry functioning during the ongoing pandemic.

Notably, the National Institute for Automotive Service Excellence (ASE) has extended all certifications to Dec. 31.

“Now more than ever, our transportation infrastructure needs skilled individuals with professional credentials to keep the supply chain and motoring public going,” said Bobby Basset, chairman of the ASE board of directors.

Bassett, who serves as the North American national training manager for Gates Corporation, said service professionals have plenty on their minds and do not need to worry about expiring ASE certifications.

“Brighter days will come, and with them will come an increasing need for highly motivated, well-trained professional service technicians,” he said.

According to Bassett, ASE is more relevant than ever before, and its mission more critical, as the industry seeks to attract more talented professionals and ensure they are proficient in new technologies.

“With ongoing advancements in technology, we must look ahead and work to address a significant challenge that we face as an industry – a shortage

of professional technicians and educators that have the knowledge and skills to service the vehicles of today and tomorrow,” he said.

The significant drop in kilometres driven is among the biggest concerns for the Canadian aftermarket, say analysts at DesRosiers Automotive Consultants (DAC).

Consumer behaviour

If the sale of auto parts and service during the Great Recession of 2009 is any predictor of what will happen during the current market downturn, independent shops should expect to fare better than dealerships.

According to another IMR report, when A survey of aftermarket supply chain companies and service consumers are faced providers by the Automotive Industries Association of Canada with economic challenges, revealed the extent of the impact of coronavirus. they tend to favour aftermarket repair shops over dealerships if they can’t do the work themselves.

“Generally, as we saw between 2008 and 2009, during an economic downturn they tend to repair their vehicles as a DIYer,” said Bill Thompson, CEO of IMR Inc. “Where they cannot, they’ll choose one of various aftermarket outlets for service.”

Ohio-based analytics company IMR Inc. found that 91.5% of IMR’s report, designed urban repair shops reported a significant decrease in revenue, compared to 85.4% of suburban shops and 73.8% of rural shops. to glean insights from the way purchasing behaviour changed during the last major economic downturn, found that Interestingly, IMR Inc. found that in do-it-for-me activity declined in the leadthe 10 years since the Great Recession, dealerships have managed to capture up to 2009, removing service events from more non-warranty work on aging the DIFM market. But dealerships were vehicles, compared to independent shops hit harder. which have lost ground.

Independent repair shops saw a Thompson said the report should offer 6.5% increase in DIFM activity, while data that will be valuable to companies dealerships suffered an 8.2% drop. making structural changes during the The report also found that the current economic downturn. independent repair sector’s share of non“No matter where you sit in the warranty work by vehicle age changed automotive industry, consumers purchasing very little during the Great Recession. parts and services drives our collective But, over the years, independents have businesses and having some insight into lost share to dealerships among vehicles their behaviour is essential,” he concluded. older than three years. 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

DORMAN MANAGER NAMED YOUNG LEADER OF THE YEAR THE YOUNG PROFESSIONALS of the Aftermarket networking group (YPA) has named Derek Suen, manager of new product development at Dorman Products, the Young Leader of the Year. Suen, 37, was recognized during the annual general meeting of the Automotive Industries Association of Canada for his enthusiasm and contributions to the industry.

VL Com releases update for AB Magic software VL Communications says a new update for its AB Magic shop management software is part of a mandate to constantly innovate and develop ever more effective tools for shop owners. The latest update contains a range of new features, including enhanced e-commerce functionality.

Automechanika Frankfurt show put off until 2021 Automechanika Frankfurt, the international industry gathering for the automotive aftermarket, is being postponed until Sept.

14 to 18, 2021. The biennial show was to have been held in September of this year.

Exide seeks protection, goes on the block Exide Technologies has filed for protection against creditors in preparation for sale.

The Milton, Georgia-based company announced “a comprehensive strategy to best position its businesses in North America, Europe, and Asia-Pacific.” It has separately reached an agreement to sell its EMEA and Asia-Pacific business to a group of its noteholders.

Mahle strikes deal with FCA for data usage Mahle Aftermarket Service Solutions and Fiat Chrysler Automobiles (FCA) have signed an agreement giving Mahle’s diagnostic tools access to secure vehicle data. According to the deal, Mahle will have “trouble-free access” to FCA’s servers and the ability to retrieve all necessary information for diagnostics and service. FCA is the first vehicle manufacturer to protect its OBD interfaces with a security gateway.

APC Automotive enters restructuring agreement APC Automotive Technologies has entered into a comprehensive restructuring support agreement (RSA) with its creditors. The agreement provides for aims to reduce debt by approximately $290 million, while providing $50 million in new financing.

APC’s brands include Centric Parts, StopTech, AP Emissions, Durafit, and Eastern Catalytic.

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BROUGHT TO YOU BY

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

THE ORIGINAL EQUIPMENT CONNECTION

62

$

per kilowatt hour

The expected volume-weighted average price for lithium-ion battery packs by 2030. In 2010, the cost was $1,160 per kilowatt-hour.

8.8 billion miles

Electric Vehicle Outlook 2019, BloombergNEF

Amount of on-road testing (non-simulation testing) required to fully validate L4 and L5 autonomy.

John Waraniak, SEMA VP of vehicle technology

182

67

%

Global number of vehicle platforms expected to be in use by 2025 (average volume per platform: 677,000)

IHS Markit

Two-thirds of Canadians have never been in an electric car, and 19% say they know nothing about them. By comparison, 70% Americans have never been in a battery-electric vehicle, and 30% say they know nothing about them.

J.D. Power 2020 Q1 Mobility Confidence Index Study

36

137

Global number of vehicle platforms in 2000 (average volume per platform: 284,000).

of millennials around the world who say % Percentage hybrids or all-electric vehicles are more appealing to them than gas- or diesel-powered vehicles.

67

IHS Markit

%

Percentage of Canadian drivers who believe there should be stiffer penalties for distracted

The Millennials and Auto Trends Report, Duff & Phelps

driving among novice drivers.

34.3

%

Percentage of U.S. technicians at independent repair shops who are paid flat rate; 34.3% are paid by the hour; 18.6% are paid a salary; and 12.8% receive some other form of compensation.

Automotive Training Managers Council annual survey

Rates.ca

14,890 Number of automotive repair and

maintenance shops in Canada in 2018.

The majority (9,441 shops) had fewer Percentage of U.S. technicians at dealerships who are paid flat rate.

Just 13.9% are by the hour; 5.9% are paid a salary; and 3.2% receive some other form of compensation.

Automotive Training Managers Council annual survey

than five employees; 5,442 shops had

five to 99 employees. There were seven commercial shops with more than

100 employees.

A Case of Disruption Report, AIA, Jan. 2019

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11

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

The stakes are high, and they remain high, even as society begins to open up."

The team at OK Tire Park Street in Regina, Sask. From left: Vicki Herbst, Tracy Carnahan, Gord Carnahan, Cody Carnahan, and Catlin Weinmaster.

A NEW KIND OF TRUST The global pandemic has altered the expectations people have in their service providers.

By Tracy Carnahan

F

or many shop owners, the coronavirus pandemic has been an all-consuming challenge.

Like many people, I have been 'in mode' through much of this, and it was good when I finally took the time to think about what we’re all going through and put it into some kind of perspective.

At our shop, the approach we took from the very start was to be there for our community. Not only could we help ensure that vehicles are safe on the road, but we could offer support in other ways as well. We started offering our shuttles to pick up critical and personal items for members of our community – whether they were clients or not.

I think the 'a-ha' moment for us was when we posted a note on LinkedIn letting people know we are open, and we

are taking the appropriate precautions. It was a tactical message, but we ended it by thanking our team, our clients, and our suppliers for trusting us.

It occurred to me that through all of these unusual circumstances, that's really what we need from customers: trust. Not in the traditional way. Not simply trust that we’ll take care of vehicles without overcharging. This was a new kind of trust. It was a trust that we would be allies with them against an invisible enemy. Trust that we would keep up to date on the latest guidance from health officials, leaders, and industry professionals. Trust that we would do everything we could to keep people safe.

Our team trusted us enough to come to work, knowing that we would keep them safe. Or if they felt

safer staying home, they trusted us to respect that decision.

Our suppliers trusted us enough to continue delivering to us, knowing we had all the proper protocols in place.

Our customers trusted us enough to allow us to pick up their vehicles from their homes. They trusted us enough to let us into their vehicles, knowing we would sanitize them when we were done. They knew we would minimize contact if we could – taking information and payment over the phone. And if they had to come into the store, trusted that we had cleaned everything before they got there, and would clean it again after they left.

With those free shuttles, our community trusted us to pick up prescriptions, groceries, and packages for them when they could not go outside.

And, ultimately, we learned to trust everyone else as well, knowing that anyone that came into our store was not sick or knowingly carrying the virus.

The stakes are high, and they remain high, even as society begins to open up.

There was no playbook for this in our industry. Many shops closed, reduced hours, or downsized, depending on their vulnerability, exposure, and comfort level.

We’ve always known that the work we do is important. But throughout this pandemic, we hear numerous times, 'Thank goodness you’re open!'

It hasn’t been easy, but we stayed open for our community, and our community rewarded us with their trust.

Tracy Carnahan

Owner, with her husband Gord, of OK Tire Park Street in Regina, Saskatchewan.

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GREENWOOD’S GARAGE

CALCULATING COSTS… ACCURATELY The way you measure the true cost of running your business needs to evolve, just as your business has evolved over the years.

By Bob Greenwood, AMAM

H

ere’s a useful exercise. If you normally refer to our industry as a “trade,” try replacing that word with “profession.” Not once in a while… but every time.

It will be difficult at first, but soon it will become natural.

And the difference is not just semantic. Not only does it define your work, but it defines your attitude toward your work. More and more people in our industry recognize that auto repair is not a trade or a craft, but a true profession that requires ethics, protocols, and ongoing training.

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We must all acknowledge that the “trade” days are over.

The proof is all around us, from the vehicle technology we work with, to the increasingly sophisticated management procedures that ensure profitability. You can no longer run an automotive repair facility the way it was done 20 years ago.

Or even 10.

A new era has arrived, and with it comes new management benchmarks and measurements. Simple sales data and car count will no longer cut it. All they measure is shop activity. They say nothing about profitability.

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In this new era, the focus has to be productivity, not activity. Once you grasp the distinction, you’ll see how critical productivity is to moving your business forward.

We have learned that 60% to 65% of the business coming through a service shop today does not create a single dollar of net profit. It simply creates sales and gross profit. People out there still believe that when sales are up, they’re doing better. But that’s not necessarily the case.

In fact, with the increasing complexity of today’s vehicles, it is likely that increased activity takes you farther from profitability.

It is mathematically impossible to create net profit on every job. But if you get the “busy work” down to a more reasonable 35% or 40%, your net profit will undoubtedly soar.

For most, the question becomes, what should I be measuring?

When you slow down, and take the time to do a few calculations, you will find that you have a very powerful tool at your fingertips.

Many shop operators measure the cost of doing business by dividing their total annual expenses (taken directly from their financial statement) by 365, to provide an average-cost-perday. Others, however, divide it by the number of days that they’re actually open in a year, which gives them an average-cost-per-operating-day. This second method is more accurate and is a good starting point for measuring your business if you’ve never had one before.

Given the challenges of running an automotive maintenance shop, it doesn’t really matter how many days or hours you’re open. It matters how many hours you bill.

Now, if you were to take your total labour revenue from last year in each labour category (maintenance, diagnostic, reflash, etc.) and divide it by the appropriate labour rate for that category, you’d have the total number of labour-hours-billed for each category.

Add the hours up and you have the total number of hours-billed last year.

If you were to take your total expenses for the year (from your accountant’s financial statement) and add the non-commodity purchases such as technician wages, freight, and anything else that your accountant put into “cost of goods sold” category, you’d have your total-operating-expenses for the year.

Finally, if you were to divide the total expenses by the total labour hours billed for the year, you’d have your average cost of running the business per billed labour hour. Take your total net from profit last year and divide it by the total billed hours to see what you made in net-profit-per-billed-hour last year.

Once you know these numbers, you can measure each job very quickly and quite accurately. First calculate the total gross profit made (include total labour revenue) on the RO. Next take the actual hours billed on that RO and multiply the hours by your average cost per billed hour that you calculated above. Take the total gross profit dollars and subtract the total cost which now gives you a reasonably accurate account of the net profit you will make on that service work. Compare that to your average net profit per billed hour last year. Are you higher or lower than last year’s average? Remember, you are in business to create net profit, not just create activity.

It is recommended that you fine tune this each month using your year-to-date numbers, always divided by the number of months to come up with your average so you know the actual average labour hours billed every month as you go through the year. When comparing your numbers to the same month of the previous year, don’t look at sales; look at the labour hours billed. If your hours billed goes up this year, then you were actually more productive. Over time, it will lower your cost-per-billed-hour. You cannot say the same thing if you just measured sales. Sales measurement is a measurement of activity only. Increased productivity, however, dramatically leads to increased bottom-line profitability.

Calculate the gross-profit-per-billed-hour for the current month and compare to the same month in the previous year.

Are you up or down this year? From your monthly financial statement, using the year-to-date numbers, calculate and compare your costs per billed hour this year to last year’s. Are you up or down? Finally, take the gross-profit-per-billed-hour minus cost-per-billed-hour equals net-profit-per-billed hour.

Are you up or down?

It’s important, from an attitude perspective that you know you’re making progress each day towards your annual net profit goal. This quick measurement, when used, will help keep you focused to achieve that. Keep it simple, but know your facts, because the math does not lie.

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.

We conducted a straw poll recently to find out what lessons people are taking away from the extraordinary circumstances we’re all facing this year.

I’ve learned… …to maintain a wide array of services We stayed open the whole time. People were staying home, people were nervous… but we thought it was important to maintain our whole service offering. Being in Newfoundland insulates us quite a bit but I still had to cut down from eight techs to two. We’re back up to six techs and we’re back up to about 75% capacity right now.

John Lundrigan, Capital Mitsubishi, St. John’s, Nfld.

…to arrest the spread This has certainly made me realize how dirty we used to be! We never thought about how bacteria and germs spread, or how we track them throughout our workplace or into vehicles. This has changed our idea of sanitation and safety in the workplace. My staff has been very supportive and understanding. The whole situation has rallied us together.

Jeff Rempel, George Rempel Auto Centre, Winnipeg, Man.

…to believe in your system We really came to rely on the systems and processes we’d put in place. Throughout this whole Covid situation, we embraced the challenge and took a pretty big leadership role. Empowering your team can really make you agile and ensure that you come out the other side regardless of the situations in your way.

Jeff Hoff, Gears Plus, Prince George, B.C.

…the cost of not driving If a vehicle is sitting in the driveway untouched for months, that’s going to have an impact.

Rust will start to accumulate, parts could seize, there will be a natural breakdown in the vehicle.

Unfortunately, if people are short of money, it causes a catch-22 where the customer doesn’t have the money to repair it, but can’t afford to drive either.

Art Quigg, Art Quigg’s Service, London, Ont.

…the value of low overhead Owning the property that we’re on and the building we’re in, we actually were in a pretty good position where we could turn away non-essential work in order to concentrate on oil changes and tire changes. My heart goes out to those guys who are stuck between a rock and a hard place, having big overhead expenses.

Rudy Graf, Graf Auto, North York, Ont.

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…to focus our marketing on the concept of safety We’ve switched our marketing to reassure customers that coming in is safe. We describe our cleanliness and attention to detail. We stress that the well-being of our staff and customers is the most important thing to us. We reassure them that they will be safe here, and their families will be safe on the road with a well-functioning vehicle.

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

…to focus on keeping cars going Our biggest challenge has been to change our working methods to keep our team and customers safe. The new normal will probably be fewer waiting customers from now on. I think the automotive industry will stay healthy during the crisis. Everybody needs their car and many people will want to keep their old car running rather than have to get a new one.

Francis Lefebvre, Monsieur Muffler Ste-Catherine, Mercier, Que.

…to adapt to new realities We’re seeing a lot of supplier interruptions, and it costs more to obtain the part.

We’ve switched to contactless drop-offs, payment and pick-ups. Where my worry lies is that people are starting to ignore the social distancing rules, and if we get put into an even firmer lockdown, I can see a lot of shops going under.

Clyde Doucette, New Tech Automotive, Beeton, Ont.

…to prepare for the long-term We’ve noticed there’s a big push in the community to support local businesses. People have been bringing in repairs that they’ve been putting off, just to give us some work. If this keeps up, I expect the real slowdown to happen next winter, when people will have been out of work for a long time, and belts will really have to tighten.

Nancy Suranyi, Namao Automotive Repair, Namao, Alta.

…that communication is everything We’ve increased our communication with our customers, walking them step-by-step through all the changes in the way we operate. We’ve started offering vehicle pickups, which is great for a lot of elderly people. And we’re getting a lot of positive feedback to our use of photos and videos to communicate repair needs during the Covid crisis.

Doug Reevey, Autotec, Saint John, N.B.

…to hang in there!

Cleaning and sanitizing everything has been a big change, and communicating with our customers through signs on our door… it all took some getting used to. But a couple weeks after the initial lock down, we actually got back on track. We’re booking three weeks out now and seeing some bigger ticket work again. It’s been an interesting time for sure!

Kevin Suttorp, Elec-Tech Automotive Repair, Winnipeg, Man.

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Tune into the newest podcast for Canada’s automotive aftermarket Auto Service World: Conversations is Turnkey Media’s newest offering to our audience. Join us weekly for insightful industry conversations with your peers, suppliers, and customers, to get a well-rounded and entertaining understanding of trends, problems, solutions... and sometimes just the lighter side.

You can subscribe to Auto Service World: Conversations on iTunes and Soundcloud to keep up to date on our podcast releases. If you like us, be sure to like and subscribe! It’s quick and easy for you, and makes a world of difference for us.

www.tinyurl.com/ASW-conversations www.soundcloud.com/AutoServiceWorld

SPONSORED BY

SHOP FEATURE

The The pandemic has pushed automotive learning onto the Internet. Trainers say that is both good and bad.

C

of training

By Allan Janssen

alifornia-based technical trainer Mike Cleary was all set to come to Vancouver for a Powerstroke Diesel class in the last week of March.

The technical class had been scheduled for months, and a good turnout was expected. But around the middle of March, he started to wonder if it would happen.

People were starting to voice concerns about coronavirus. By the third week of March, there were some cancellations. Then his hosts started wondering if it was a good idea to proceed.

“I could see the handwriting on the wall,” he says. “There were still people saying, ‘Don’t worry about it. Everything will be fine.’ But I decided to err on the side of caution.”

Shortly after he cancelled the course, the Canada-U.S. border was shut down, and it’s still closed as of this writing.

Mark Lemay, owner of Auto Aide, a training operation based in Barrie, Ont., had a very similar experience.

“Around the second week of March I realized this coronavirus thing was going to be a big deal. We were keeping our eye on it,” he says. “In the third week of March, everyone starting cancelling. We usually run to the middle of June with training.

This year it all dried up in March.”

Throughout North America, automotive trainers have had to adopt new strategies to keep their businesses running. As the pandemic lingers, they’re starting to wonder

if these changes will be permanent ones.

“It’s not like we can just stop training,” says Mike Bailey, a partner at The Auto Prof, an Ontario-based training company that specializes in new technology. “Training is so important to the health of the industry.”

He says the pandemic comes just as a lot of service shops are coming to terms with their need to master advanced vehicle diagnostics.

“Technicians are hungry for higher level training and hands-on learning,” he says. “Those who are thinking about their futures in this industry have a vested interest in it. They want to do it. They like to do it. It's part of their personality to pursue it.”

To keep the classes flowing, many trainers have resorted to webinars. In fact, it may be fair to say that many

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We’ve been talking about getting into online training for seven or eight years. Now there’s no question we're going to go forward with it.

I wish we'd done it sooner.”

– Mark Lemay ago that he got the best results when students arrived with some of the fundamentals already A scene from a train-the-trainer class at the North American Council of Automotive Teachers in place. Rather than create DVDs that would conference in Calgary last year. quickly go out of date, he started recording technicians have never received so many invitations to study webinars that would serve as a primer for new students. Before complex subjects over live-streaming video. long, he had a comprehensive library of training that could be “We’ve made the switch to webinars. We run one every delivered on-demand through the Internet. other week or so. Sometimes once a week,” says Lemay. “If “I had everything in place for Covid, and didn’t even know nothing else, it has shown us the way forward. As a company, it,” he says. we’ve been talking about getting into online training for When he had to put live training on hold in March, seven or eight years. We just never did anything about it. Now he launched daily webinars to keep his growing roster of there’s no question we're going to go forward with it. I wish students busy. we'd done it sooner.”

“Life has to go on,” he says. “It’s all a matter of adapting to He believes in the long run it could become the standard new types of training.” way to deliver training.

Unfortunately, it doesn’t offer the same kind of dopamine “It is certainly a better business model,” he says. “The travel fi x as live training. time and costs are gone. There are no accommodation or meal “Part of the satisfaction of teaching a hands-on class is costs. There’s greater convenience for busy people. There’s a lot being with people who are struggling with a concept, and to be said for it.” you’re guiding them through it, and suddenly they get it.

Unfortunately, there are also some downsides, including The light bulbs start turning on. They grab their pens and reduced interaction with students. hurriedly start writing things down. That’s a rush. That doesn’t “As an instructor, I don’t think it’s particularly effective. happen on a webinar. You can’t read their faces.”

Unfortunately, it’s our only alternative right now,” says Cleary. “In He says you have to have tremendous confidence that what a live session you can see if the students are catching on, you see you’re doing is making sense when you have no feedback. In when they’re confused, you work off their responses, you make his webinars, he uses the same strategy of opening the floor to adjustments on the fly. You just don’t have that in a webinar.” questions throughout the class, rather than just at the end.

The other problem, of course, is the lack of hands-on training.

“The end is the wrong time to ask questions,” he says. “By then “Technicians are tactile learners. They learn by doing,” confusion has set in. Or they don’t want to ask questions because says Bailey. “You can show them all the pictures you want and they’re tired, or they don’t want to prolong the class.” you can tell all kinds of anecdotes and stories, but you'll get In his webinars he regularly unmutes the participants and guys calling you a week or two weeks later asking for help on encourages a discussion. something that you thought you'd covered. But if you let them “Sometimes that becomes the class,” he says. do the job themselves, even once, you don't get those calls.

No one can say when live training will be possible again.

Once they've had the tool in their hand and they've actually And when it does resume, it may be in smaller classes to worked on the part, that drives the lesson home.” observe strict social distancing protocols.

For those who are not as committed to training, it is all too Nevertheless, trainers are counting down the days. easy to put off an Internet appointment.

“I don't know when that'll happen but when it does, I “I think coronavirus may be a convenient excuse for some anticipate people will have been cooped up for so long that the not to do training,” says Lemay. “If you get out of the habit of turnout for training will be pretty good,” says Cleary. seeking training, you stop developing as a technician. And as Van Batenburg says until then, he’s staying busy, technology advances, you’re actually going backward. We can’t developing new classes, writing articles, and completing an just stop training.” automotive textbook.

Web training is nothing new for Craig Van Batenburg, “When this is over, I think we’ll emerge as a better training owner of Massachusetts-based training company ACDC. company,” he says. “And I think the industry will be ready to Specializing in hybrid and electric vehicles, he realized years come back to class.”

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ADVERTISEMENT

A TIDAL WAVE IS COMING P lug-in hybrids… battery electrics … fuel cell electrics… extended range hybrids… alt-fuel vehicles…

Are you ready for what will soon be pulling into your bays?

Automotive trainer Mike Bailey — also known as The Auto Prof – says technicians who are watching the trends are lining up for advanced training.

“They know a tidal wave of new technology is coming,” he says. “And if they’re not ready for it, they’re going to get washed away.”

Working with chief commercial officer, Rob Campbell, an entrepreneur with three decades of business processes experience, The Auto Prof will offer the most advanced technical training in Canada.

Since 1979, Mike has been turning wrenches on cars, and loving it. Not content to simply acquire skills and knowledge, he has always been eager to pass on what he’s learned.

In 1992, he made it official, becoming an instructor for some of the country’s leading training providers while continuing to develop his own knowledge and skills on the shop floor.

Over the decades, he has developed an arsenal of unique and proven procedures that guarantee success on even the toughest diagnostic jobs.

To ensure the next generation of technicians is prepared to handle the next generation of cars, the Auto Prof has developed comprehensive training courses with exclusive tips, shortcuts and troubleshooting content.

Once Covid-19 restrictions lift, courses on diagnosing and repairing advanced-technology vehicles will be scheduled: • Hybrid, Plug-In Hybrid & Extended Range Hybrid Vehicles • Electric Vehicles • Basic Air Conditioning • Advanced Air Conditioning & Diagnosis • Basic Lab Scope • Advanced Lab Scope & Diagnosis • Pressure Transducer Lab Scope Diagnostics • Communications Networks • Electric Steering • Electric & Electronic Suspension • ADAS • Flash Programming “Technicians are tactile learners,” he says. “They learn by doing. Most training stops after an in-class portion where you learn how a system works. Our model takes the training to the next level with practical experience. When the “theory” lesson is over, we head out to the shop floor and apply the

theory in a practical and safe setting on an operating vehicle.�

Training is more important now than it has ever been.

Professional development that maximizes your talent pool is especially critical in these uncertain and tumultuous times.

Support your staff, and your business by making investing in the right training for your staff.

For the best automotive training available contact The Auto Prof.

Don’t get washed away!

www.theautoprof.com | (705) 440-0956

INDUSTRY TRENDS

Electric vehicles come full circle

The battle between EVs and ICE-vehicles for domination in personal transportation could be the greatest tortoise-and-hare story of all.

By Allan Haberman

I

t is somewhat ironic that as technology advances, we’re seeing more electric vehicles on our roads.

Ironic because some of the first cars built were electric… and it was precisely the new technology of the day that led to their disappearance.

Now it is bringing them back.

And if anything serves as a reminder why automotive technicians and repair shops need to get up-to-speed on working on electric vehicles, it is the constant predictions that electric vehicles will soon outnumber internal combustion vehicles.

They may constitute a small fraction of the North American fleet right now, but the crossover year when they take over the top spot is predicted to be as early as 2038.

Are you ready to work on your customer’s next car if it happens to be electric?

In the early days of the automobile, internal combustion engines were not as popular as electric vehicles because they required a hand crank to start them. Hand cranking could be dangerous because if an engine backfired while you were trying to start the engine, the crank would kick violently. It could easily break fingers, hands, and arms. Some very serious injuries – even deaths – resulted.

This made electric cars more popular with those inclined toward safety. But when Charles Kettering invented an electric starter in 1911, it was a turning point for many consumers. This small electric motor put an end to hand cranking, and reignited interest in gasoline-powered vehicles.

Electric vehicles continued to be built but they were marginalized by cheaper, more powerful vehicles that could be driven farther using internal combustion engines.

That’s the way it’s been for over a hundred years.But now, for technical, societal, and environmental reasons, the electric car is once again regaining popularity.

It is widely predicted that EVs will eventually come to dominate personal transportation. The first step in its reintroduction to the North American mass 24

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market was the hybrid vehicle, developed some 20 years ago.

It still utilizes an internal combustion engine, but also sports an electric motor for propulsion.

On a typical hybrid, the internal combustion engine can be turned off when not needed, such as when stopped at a traffic light, to conserve fuel and also reduce emissions. Internal combustion is the principal means of propulsion, sometimes working alone, and other times in conjunction with the electric motor.

Perhaps as the second step toward an EV dominated future, some hybrids can be driven on their electric motors alone, making them part-time electric vehicles. Electrical energy for the motors is supplied by high-voltage batteries. These HV batteries are recharged by the same motors that drive the vehicle by using regenerative braking.

Regenerative braking occurs when the kinetic energy from the drive wheels is converted to electrical energy.

This occurs when the drive wheels spin the electric motors.

These high-voltage motors use a permanent magnet rotor and are able to generate electrical current when they’re driven. The drive wheels spin the motors, creating current which is returned to the HV batteries to help maintain their charge level.

Under some driving conditions, the engine may also drive the motor/ generator and charge the batteries. This system worked quite well with the only real drawback being the limited electriconly driving range of the commonly used nickel metal hydride (NiMH) batteries. Deep discharge cycles shorten the life expectancy of these batteries, so manufacturers carefully control the charge/discharge cycles.

Manufacturers are developing new batteries to replace NiMH, with lithium ion (Li-ion) batteries being the most popular replacement at this time.

Lithium ion batteries have advantages and disadvantages.

Li-ion cells have a higher energy density than NiMH, so they can be smaller and lighter with the same energy capacity.

They also have a higher operating voltage, which means fewer cells are needed to achieve the same voltage level.

On the downside, however, they’re more expensive to produce. Costs have come down as volume has gone up, but vehicle manufacturers need them to come down even more to complete the EV revolution.

In addition, life expectancy is also a concern – although vehicle manufacturers are offering the same eight or 10-year warranty on Li-ion batteries that they have on NiMH, so they appear to be confident that they’ve addressed this issue.

As battery technology evolves electric vehicles (EVs) become much more practical. As a result, manufacturers are producing more electric vehicles to meet the demand.

Modern internal combustion engines make more power with less displacement than ever before, but modern electric motors produce lots of torque. And it’s

the torque that gives you that satisfying rush of power and speed.

Gas is still readily available – though certainly not as cheap as it once was.

And as for long travel distances, electric vehicles are starting to achieve the range that people demand -- equal to that of many gas-powered vehicles, and easily recharged for the next leg of a journey.

As battery technology changes the driving range of electric cars will continue to increase.

It seems the more things change the more they stay the same.

Allan Haberman

An automotive trainer based in Winnipeg, Man.

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BAYWATCH Software update VL Communications has released a new update of its AB Magic software for auto repair shop management. The new update – 2020.018 – contains an array of new features and functionality, such as sending invoices directly by email, a new format of tire storage labels, and a new e-commerce link to order tires. The company has also improved its Nexpart link, making e-commerce with distributors like Uni-Select, Benson, and Lordco even more efficient. www.vlcom.com

Transmission fluid CRP Automotive has introduced a new and advanced line of Pentosin automatic transmission fluids for popular European and Asian models that utilize ZF and Aisin AW automatic transmissions. The new products are specially formulated to meet the individual design and technical requirements of specific transmission types. They utilize low viscosity technology to ensure smooth and quiet shifting, while enhanced lubrication helps to maintain an optimum shear stability in all conditions.

Crankshaft sprocket Cloyes has designed a new crankshaft sprocket for the 2020 Chevrolet Corvette C8. The sprocket is manufactured from SAE 1144 billet steel and has a 22-tooth cut to the ISO-606 Roller Sprocket specification. The sprocket teeth are induction-hardened for durability, and the sprocket has a custom six-tooth involute spline on the front hub to drive the oil pump impeller. www.cloyes.com/manufacturing

Brake part numbers

www.crpautomotive.com

Water pump Carter Fuel Pumps has introduced a full line of water pumps engineered to move fluid efficiently and reliably to meet the rapidly changing technologies and high temperature environments of today’s engines. The patent pending Premium Rapid Fit Water Pumps feature pre-mounted components including gaskets and mounting bolts to deliver time-saving installation. Protective packaging ensures all components are in place and ready for installation when the pump is removed from the box. www.carterengineered.com

Expanded lighting portfolio Lumileds has expanded its Philips commercial lighting portfolio to over 220 SKUs including 12V and 24V products, and an expanded line of Philips LongerLife commercial bulbs.

According to Philips the portfolio, which includes Halogen headlight bulbs, Halogen and incandescent sealed beam headlamps, and miniature bulbs for interior and exterior vehicle applications, now features 13 new SKUs of standard forward lighting and standard miniatures.

Raybestos has expanded its Element3 brake caliper line with the addition of new part numbers, covering over 13 million vehicles-in-operation (VIO). Additions to the Element3 caliper line include coverage for Toyota Tundra; Ford Expedition; Lincoln Navigator; Chevrolet Silverado; GMC Sierra; and Nissan NV. According to the company, these calipers provide hassle-free installation and optimal performance. www.raybestos.com

Tool tracking system

www.lumileds.com

Brake lubricant Continental now offers its performance proven ATE Plastilube Brake Lubricant to the North American market. Formulated to effectively reduce brake pad noise, ATE Plastilube also provides longlasting protection against corrosion for caliper guide surfaces including caliper slide pins and the areas between the piston and backing plate. ATE Plastilube is designed to improve brake service life and reduce maintenance frequency. www.ate-na.com 26

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Milwaukee Tool has expanded its One-Key tool management platform with the introduction of Asset ID Tags. The tags allow users to easily manage their tool and equipment inventories.

Scanning these durable tags with any cameraequipped mobile device automatically records time and location information. They can be affixed to any tool or asset and are available in both small (0.69” x 1”) and large (1.5” x 2”) sizes. www.onekey.milwaukeetool.com

Loaded suspension knuckle Fixing a worn wheel bearing usually requires a difficult procedure using a shop press, or purchasing multiple components. This Dorman OE FIX loaded knuckle is already assembled for a fast, simple, safe install. It includes all necessary components ready for install right out of the box, saving hours of work required to replace individual corroded components. www.dormanproducts.com

Heavy duty repair tools OTC has released a new suite of adaptor tools for the heavy duty market. The new offerings include new splined shaft adapters for 5015A and 5018A clutch handlers, a clutch handler shaft adapter, and transmission adaptor plates for Allison 3000 and 4000 series. Engineered and designed with the technician in mind, OTC’s new heavy-duty adaptor line-up makes heavy-duty vehicle repair faster than ever. www.OTCTools.com

Ball joint adapter kit The new Matco BJPXR9 Ball Joint Connected Adapter Kit features a patent-pending secure-click C-frame that holds adapters, cups, and ball joints securely, making it easier to setup, remove and install ball joints. Made by OTC, the Matco BJPXR9 is maintenance-free, with no O-rings or split rings to lose or replace, while holding cups and adapters throughout ball joint service. An additional 18 adapters are available, covering a wide range of vehicle models. www.matcotools.com

Wheel alignment specs John Bean comprehensive wheel alignment specifications have been updated and released, providing the best coverage available. The upgraded specs include the most extensive coverage for vehicles worldwide and feature up to 35 years of vehicle history. The new 4.3.1 software included in the update is capable of upgrading the specs of any connected John Bean aligner and features all the improvements from the 4.3.0 software. www.JohnBean.com

Service... on demand!

The latest information on the automotive aftermarket.

In one website.

www.AutoServiceWorld.com

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BAYWATCH CDC dampers ZF Aftermarket has expanded its range of electronically controlled dampers. Continuous Damping Control systems are being used in an increasing share of new vehicles, and defective CDC dampers cannot be replaced with unregulated hydraulic dampers. ZF Aftermarket is expanding its portfolio of Sachs CDC dampers significantly. The extended product range includes Sachs CDC spare parts for mid-size and compact cars, as well as many new additions for luxury vehicles. www.zf.com

Oil feed pipes

CRP Automotive now offers Rein Automotive Turbo Oil Feed Pipes (CRP P/N TFP0326) for popular Audi and VW applications. Rein Automotive Turbo Oil Feed Pipes are designed as direct-fit replacements to ensure easy and trouble-free installation. They’re manufactured with premium ContiTech hoses to help prevent premature failures. The pipes are built to resist excessive heat, oil, and ozone, which can break down the rubber hosing. www.reinautomotive.com

Galvanized brake pads NRS Brakes has released updated galvanized brake pad kits for the 2020 line of Nissan NV commercial cargo vans. NRS Galvanized Brakes for the Nissan NV feature best-in-class friction, advanced noise cancelling piston cushions and shims, patented SharkMetal mechanical attachment and fully galvanized steel backing plates. NRS brake pads withstand rust and corrosion which means no pad separation or delamination, and longer lasting brakes that require significantly fewer replacements. www.nrsbrakes.com

Refrigerant data Robinair has released six new air conditioning refrigerant capacity database cards – 34001, 34002, 34411-K, 34412-E, 34413-C and 34414-A, allowing technicians to confirm AC system charge capacities directly from their Robinair machine. The new database cards offer crucial information to ensure the vehicle systems are charged with the correct amount of oil and refrigerant, per factory and OEM specifications.

www.Robinair.com 28

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ESS SEEK MORE FIND

Diagnostic scan tool The Bosch ADS 625 diagnostic scan tool is now available in the Shop-Ware Shop Management platform. Combined with the shop management and customer retention tool of the Shop-Ware platform, this diagnostic tool allows auto repair experts to conveniently diagnose, research, and repair vehicle issues all in one place. According to Bosch, the integrated technology offers better customer transparency, leading to an increased return on acceptance rate.

CRM solution Epicor Software has introduced a number of enhancements to its Epicor MechanicNet Cloud CRM solution, designed for automotive service businesses. The system automates promotions, appointment scheduling, reminders, dynamic websites, social media integration, online review management, and more. The latest release includes an improved reputation manager, new customer data reports, and a more robust set of tools for communicating with customers. www.epicor.com

www.bosch-ads.com/whats-new

Diagnostic oscilloscope Pico Technology has launched the new PicoScope 4425A and 4225A diagnostic oscilloscopes, available in 4-channel and 2-channel configurations. This latest diagnostic PicoScope combines all the strengths of the existing 4425/4225 lab scopes but adds a smart interface for powered and intelligent accessories (PicoBNC+), which combines the standard BNC with an active digital connection and power. The 4425A and 4225A continue to work with all your existing BNC probes and accessories, preserving your investments.

Air conditioning condenser Mahle Aftermarket has approximately 1,200 different air conditioning condensers for passenger cars, delivery vans, and commercial vehicles in its range.

The group’s product portfolio addresses all the crucial issues relating to the powertrain and air conditioning technology—both for drives with combustion engines and for e-mobility. www.mahleaftermarket.com

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PROOFREADER

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VL Communications www.vlcom.com . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .... 3

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.

Worldpac www.worldpac.ca/quality

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Wurth shop.wurth.ca . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. 28 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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SURPRISES UNDER THE HOOD Henry Gotkowski, general manager of Eastside Auto Service in Red Deer, Alta., said his gang found enough pinecones to make a dozen wreaths under the hood of this 2007 Ford Freestyle.

Be prepared for anything… because you never know what you’ll find when you raise the hood on a vehicle!

Technician Franco Atanasovic at Papineau Motors in Powerview, Man., rescued a fullgrown cat from a 2005 Toyota Camry which came in for an oil change. The customer was very surprised to see his pet brought into the waiting area.

Chris and Alex from Bruce’s Auto Service in Stouffville Ont. found about 40 pounds worth of nuts under the hood of this Ford Focus. It came in for no heat at idle. The nuts were jammed into every conceivable spot, including the cooling fan, and air box.

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Midas technician Moe LeBlanc in Moncton, N.B., found this picture-perfect bird’s nest under the hood of a 2006 Dodge Ram that came in with a coolant leak. The customer, who drives the truck every day, couldn’t believe it hadn’t been put there as a joke.