CARS June + July 2019

Starting off right!

New owners win our Shop of the Year award JUNE / JULY 2019

Basic Services

How the most common jobs build profits and client loyalty

Restoring weight and strength

Canada Post Publications Mail Agreement No. 40063170

The aftermarket’s answer to vehicle lightweighting

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CATALYS LUBRICANTS 7483 Progress Way Delta BC V4G 1E7 Toll Free: 1 (855) 946-4226 catalyslubricants.ca

NORTHERN METALIC SALES (GP) 9708-108 St. Grande Prairie AB T8V 4E2 Tel: (780) 539-9555 northernmetalic.com

UFA 4838 Richard Rd. S.W. Suite 700 Calgary AB T3E 6L1 Tel: (403) 570-4306 ufa.com

CHRIS PAGE & ASSOCIATES LTD 14435-124 Ave. Edmonton AB T5L 3B2 Tel: (780) 451-4373 chrispage.ca

RED-L DISTRIBUTORS LTD 9727-47 Ave. Edmonton AB T6E 5M7 Tel: (780) 437-2630 redl.com

49 NORTH LUBRICANTS 1429 Mountain Ave., Unit 2 Winnipeg MB R2X 2Y9 Tel: (204) 694-9100 Fax: (204) 775-0475 49northlubricants.com

CASE ’N DRUM OIL INC 3462 White Oak Road London ON N6E 2Z9 Toll Free: 1 (800) 265-7642 cndoil.ca

TRANSIT LUBRICANTS LTD 5 Hill St. Kitchener ON N2G 3X4 Tel: (519) 579-5330 transitpetroleum.com

LUBESOURCE 351 Caldari Rd. Vaughan ON L4K 4S9 Tel: (905) 695-0781 lubesource.ca

R. P. OIL LTD 1111 Burns St. East Unit 3 Whitby ON L1N 6A6 Tel: (905) 666-2313 rpoil.com

MACEWEN PETROLEUM INC 18 Adelaide St. Maxville ON K0C 1T0 Toll Free: 1 (800) 267-7175 macewen.ca

CREVIER LUBRIFIANTS 2320, Rue de la Métropole Longueuil (QC) J4G 1E6 Tél : (450) 679-8866 crevier.ca

NORTH ATLANTIC REFINING LTD 29 Pippy Place St. John’s NL A1B 3X2 Tel: (709) 570-5624 northatlantic.ca

JUNE / JULY 2019 | VOL. 5 NO. 3

CANADIAN AUTO REPAIR & SERVICE MAGAZINE

Boost Your Shop

Profits 19 FEATURES

19

Profile: Our Shop of the Year

New to the industry, the owners of Lacombe Auto Service in Alberta are making all the right moves. And it’s paying off!

24

Tech Feature: Chassis parts

26

Sales Feature: Basic services

Lightweighting is a new reality in modern vehicle production… but the aftermarket can make a strong case for putting some of that weight back.

It takes a large menu board to list all the services you offer. But building loyal customers starts with being great at the basics: brakes and oil.

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Service Notes

Remembering a true collaborator and a great sounding board.

15

It’s Your Turn

16

Greenwood’s Garage

There’s no denying the rising value of texting in the retail world.

Can your business model withstand the change that is underway?

DEPARTMENTS

15 www.autoserviceworld.com

Letters. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 Eye Spy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 In the News. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 By the Numbers . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Baywatch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Advertiser Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 The More Things Change . . . . . . . . . . . . . . . . . . 30

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SERVICE NOTES CANADIAN AUTO REPAIR & SERVICE MAGAZINE

EDITOR | Allan Janssen (416) 578-1586 allan@newcom.ca CONTRIBUTORS | Bob Greenwood, Renée Montague, Doug Hoy ART DIRECTION | Tim Norton/Elaine Borg (416) 614-5810 tim@newcom.ca DIRECTOR OF BUSINESS DEVELOPMENT | Peter Bulmer (416) 605-5346 peterb@newcom.ca QUEBEC & EASTERN CANADA SALES DIRECTOR | Denis Arsenault (514) 947-7228 denis@newcom.ca ADVERTISING PRODUCTION MANAGER, PRINT/DIGITAL | Rosemary de Freitas 416-510-6844 rosemary@newcom.ca CIRCULATION MANAGER | Lilianna Kantor (416) 614-5815 lily@newcom.ca

CARS magazine is published six times a year by Newcom Media Inc., 5353 Dundas St W. Suite 400, Toronto, ON, M9B 6H8. The magazine serves the Canadian automotive repair and service industry.

Subscriptions are free to those who meet the criteria. For others: single copy price: $7.00 plus tax; one-year subscription in Canada: $53.95 plus applicable tax; 2-year subscription in Canada: $84.95 plus applicable tax; one-year subscription in U.S: US$95.95; single copy price: US$10.00; one-year subscription in all other countries: US$97.95. Copyright 2019. All rights reserved. The contents of this publication may not be reproduced by any means, in whole or in part, without prior written consent of the publisher. The advertiser agrees Old to protect the publisher against legal action based upon libelous or version inaccurate statements, unauthorized use of photographs, or other material in connection with advertisements placed in CARS. The publisher reserves the right to refuse any advertising which in his opinion is misleading, scatological, or in poor taste. Postmaster: send address changes and undeliverable Canadian addresses to Circulation Dept., CARS, 5353 Dundas St W. Suite 400, Toronto, ON, M9B 6H8.

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CORPORATE OFFICES MÉDIA QUÉBEC INC. HEAD OFFICE 5353 Dundas Street West, Suite 400, Toronto, ON M9B 6H8 Telephone: 416-614-2200 Facsimile: 416-614-8861 Member of the Audit Bureau of Circulations Newcom Media – Publications at 5353 Dundas Street West, Suite 400 Customer Number: 4006214 Publication Mail Agreement #40063170 Print edition ISSN 2368-9129 On-line edition ISSN 2368-9137

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Coffee and Conversation The title of ‘Shop of the Year’ is not simply a merit badge for long-time service.

By Allan Janssen For those out there who are curious about how a magazine like this gets made, it starts with coffee. A lot of it, close at hand, and strong.

Then there is rumination. Thoughts, like coffee, must percolate.

But the true secret sauce of a wellcrafted magazine is conversation. In phone call after phone call, meeting after meeting, and conference after conference, the views of readers must be continually taken into consideration. These conversations form the backbone of the magazine. They give it a spine.

Some of the best conversations I’ve ever had were with John Norris, the executive director of Collision Industry Information Assistance. We would meet up at a local coffee shop and spend an entire afternoon recounting the latest news and what it meant for the aftermarket.

In his day job, John helped body shops chart a path through government regulations and the growing influence of the insurance industry. But more broadly speaking, he possessed a wealth of facts about a wide array of subjects, and he had strong, well-considered views to go with them.

He used a unique shorthand when he spoke. He would reduce the entire world of automotive service and repair, with the complexities of engine diagnostics, and the challenge of getting service information, to one word: “mechanical.” As in: “Mechanical needs to figure this out.” Or: “Mechanical needs a true champion.”

To call him a polarizing figure would not be overstating it.

John Norris died suddenly on May 28, creating a vacuum on the many boards he served, and in the industry in general.

I prepare this issue of CARS magazine without any last-minute counsel from John. But, in a way, it bears his strongest imprint yet.

In discussing my annual Shop of the Year story a few weeks before his death, I told him I had boiled the choice down to two. It would either be a long-established shop run by aftermarket veterans whose names would be familiar to many readers. Or it would be the complete opposite: a new shop under the visionary leadership of a pair of newcomers to the industry.

His answer was classic. “Which story does Mechanical most need to hear?”

He was right. That should be the motivation for everything that appears in the magazine. And so I made my decision. I’m going with the newcomers. I am unable to escape the feeling that the experiences of Donnie and Elaine Lysons, rank strangers to the aftermarket, might cause a stir of excitement and hopefulness in our industry.

They faced the challenge of building a business in an industry that is undergoing constant and fundamental change. Unburdened by legacy systems or outdated management ideas, they proceeded both humbly (as students) and boldly (as talented entrepreneurs).

The shop they created is customer-focused, maintenance-oriented, and thoroughly modern.

Lacombe Auto Service is the kind of shop my friend John would have loved to read about. He would have learned from them. And he would have offered them help and advice if they needed it.

Rest in peace, John. And congratulations, Donnie and Elaine.

Please tell me what you think. Write to me at allan@newcom.ca.

June / July 2019 5

LETTERS Low door rates, high costs: not a great combo I’ve been in this industry for 40 plus years and have seen this trend coming for at least the past 20 years (“AIA calls for more specialized workforce to combat tech shortage,” March 2019). Our shortage problem stems from low door rates, combined with the fact that the cost of equipment and ongoing training has skyrocketed. Shops that have stepped up to train and get additional certifications deserve to be paid accordingly.

Gerald Gagnon, City Center Autobody, Lloydminster, SK

Keeping good employees involves give and take If employers would encourage reliable, honest employees by paying more and not be overly demanding of them, the shortage might disappear. Employers need to accommodate good employees in order to retain them. It requires a little give and take.

Paul Russo, Daleco Motors, London, Ont.

Any tips about finding key personnel?

Given the current tech shortage, do you have any tips on finding key staff to build partnerships?

Jim Dickinson, Jim Dickinson Auto Tech, Ottawa, Ont.

This is a huge topic. Attracting the right team starts with the shop’s hiring processes.

Advertise nationally, not just locally. We live in a mobile society today. And, yes, explain the qualifications you’re looking for, but spend more time describing the culture of your shop. Today’s generation has a different outlook on life. They don’t live to work.

They work to live. Describe how you can provide a great career for them that includes supporting family values. There’s a lot more to say about this, but I hope I’ve given you something to start thinking about.

—Bob Greenwood

All plugged up Mark Syvertsen, a long-time tech at Nelson Chrysler Jeep in Nelson, B.C., found this interesting innovation on a 2007 Jeep Grand Cherokee. Someone at another shop had installed a bathtub plug on the engine air inlet tube while trying to diagnose a swirl actuator issue. “There's supposed to be a crankcase breather hose there,” he pointed out. “I confirmed the diagnosis, replaced the swirl actuator, and put everything back to the way it's supposed to be!”

Have an interesting picture to share? Send a high-resolution image to allan@newcom.ca

Stop chasing customers who want cheap parts Inferior brakes parts are nothing new. (“Better Brake Parts for Better Stopping,” March 2019) They have always been available, and, unfortunately, there is a huge market for them. Even licensed technicians who should know better are installing inferior parts. Too many consumers are purely focused on price, and some shops chase after them. How many times do you see advertisements promising the lowest price on brakes?

The only way to do a job cheaply is to install cheap parts. I’d like to see safety parts like these regulated, so we can move the quality standard up.

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

Eliminate the problem: stop buying cheap parts Knowing the risk of installing cheap, possibly asbestos-ridden pads, we eliminated most of the problem in our shop a long time ago by refusing to install low quality pads, or any customer-supplied parts.

Shawn Greenberg, Seamless Auto Care, Carleton Place, Ont.

Eye Spy a real problem!

Those greased brakes in your last issue (Eye Spy, May 2019) are shocking! This is a serious problem. How many other vehicles are out there with brakes that haven’t been maintained? Drivers that don’t maintain their vehicle cause accidents. In emergency situations, your brakes, suspension, steering and tires all have to be up to specs and working properly to save lives.

Kevin Lochhead

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

6 June / July 2019

www.autoserviceworld.com

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Chevron Products are available from the following locations CHEVRON CANADA LIMITED 500-5th Ave. S.W. Calgary AB T2P 0L7 Toll Free: 1 (800) 822-5823 chevronlubricants.ca

CATALYS LUBRICANTS 7483 Progress Way Delta BC V4G 1E7 Toll Free: 1 (855) 946-4226 catalyslubricants.ca

NORTHERN METALIC SALES (GP) 9708-108 St. Grande Prairie AB T8V 4E2 Tel: (780) 539-9555 northernmetalic.com

UFA 4838 Richard Rd. S.W. Suite 700 Calgary AB T3E 6L1 Tel: (403) 570-4306 ufa.com

CHRIS PAGE & ASSOCIATES LTD 14435-124 Ave. Edmonton AB T5L 3B2 Tel: (780) 451-4373 chrispage.ca

RED-L DISTRIBUTORS LTD 9727-47 Ave. Edmonton AB T6E 5M7 Tel: (780) 437-2630 redl.com

49 NORTH LUBRICANTS 1429 Mountain Ave., Unit 2 Winnipeg MB R2X 2Y9 Tel: (204) 694-9100 Fax: (204) 775-0475 49northlubricants.com

CASE ’N DRUM OIL INC 3462 White Oak Road London ON N6E 2Z9 Toll Free: 1 (800) 265-7642 cndoil.ca

TRANSIT LUBRICANTS LTD 5 Hill St. Kitchener ON N2G 3X4 Tel: (519) 579-5330 transitpetroleum.com

LUBESOURCE 351 Caldari Rd. Vaughan ON L4K 4S9 Tel: (905) 695-0781 lubesource.ca

R. P. OIL LTD 1111 Burns St. East Unit 3 Whitby ON L1N 6A6 Tel: (905) 666-2313 rpoil.com

MACEWEN PETROLEUM INC 18 Adelaide St. Maxville ON K0C 1T0 Toll Free: 1 (800) 267-7175 macewen.ca

CREVIER LUBRIFIANTS 2320, Rue de la Métropole Longueuil (QC) J4G 1E6 Tél : (450) 679-8866 crevier.ca

NORTH ATLANTIC REFINING LTD 29 Pippy Place St. John’s NL A1B 3X2 Tel: (709) 570-5624 northatlantic.ca

©2017 Chevron U.S.A. Inc. All rights reserved. All trademarks are property of Chevron Intellectual Property LLC or their respective owners.

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NEWS Regina tech named Auto Value’s top in Canada Ryan Booker invited to celebrate with Mexican winner and U.S. finalists. By Allan Janssen Ryan Booker, a journeyman technician at Driven Automotive in Regina, Sask., has been chosen by The Aftermarket Auto Parts Alliance as its Canadian Technician of the Year.

He and the Mexican technician of the Year — Abelardo Portillo Alvarado of Hermosillo, Sonora, Mexico — were invited to an Alliance celebration in Detroit on July 16, where the U.S. technician of the year will be named.

The Alliance holds the annual competition for technicians at its service banner program members: Auto Value Certified Service Centres (Canada, U.S. and Mexico), and Bumper to Bumper Service Repair Shops (U.S. only).

Driven Automotive is an Auto Value Certified Service Center. Jason Mancinelli, co-owner of the business (with Darryl Kulcsar), was this magazine’s Canadian Technician of the Year in 2016.

Booker said his bosses have been incredibly supportive throughout his career and Mancinelli has been a great mentor to him.

“This is a great atmosphere,” he said.

“Everybody knows their stuff. It’s never-ending learning.”

He qualified to enter the competition

Ryan Booker, journeyman technician at Driven Automotive in Regina, Sask.

by completing the required number of online and in-person training classes.

He also had to submit a biography, and an essay on why he decided to enter the automotive service industry.

For him the answer was easy: he likes a good puzzle.

“There’s a new diagnostic challenge every single day,” Booker said. “I like problem solving, and I’m competitive enough that I don’t like giving up on a problem.

I’m not afraid to ask for help, but I want to see it through to the end.”

The Alliance released a statement congratulating the Canadian and Mexican winners, as well as the 13 U.S. finalists.

“These professionals have been recognized as some of the industry’s top technicians for their superior knowledge, attention to continued education and training, and commitment to their valued profession.”

Report establishes apprenticeship targets for top Red Seal trades Fewer students are starting apprenticeship programs, complicating the challenge of finding skilled trade workers as Canada's retirement rates accelerates.

That's the conclusion of a new report conducted by Prism Economics and Analysis, commissioned by the Canadian Apprenticeship Forum (CAF).

The Apprentice Demand study, part of the 2019 National Labour Market Information Report, found that from 2019 to 2023, an estimated 67,000 new journey persons will be required to sustain workplace certification levels across the 10 largest Red Seal trades across the country (excluding Quebec and the Territories).

Given the completion rate in the various trades, that means Canada will need 167,739 new apprentices over the next five years.

The share of new automotive service journeypersons required by 2023 is 8,754. Given our completion rate, that would require at least 19,908 new apprenticeships. To put that in context, there were 4,358 new auto service apprentices in 2017. Completions have been running about 35% in recent years.

An erosion in training programs, and a steady decline in new apprentices across the top 10 Red Seal trades since 2014 (down 7,100 registrants, or about 20% between 2014 and 2017) has made achieving the target numbers more difficult.

www.autoserviceworld.com

June / July 2019 9

NEWS

The hot topic in training? BEVs and hybrids Yves Racette, owner of Y. Racette Consulting, was in Toronto this spring to give an introductory class on working on battery-electric vehicles (BEVs) and hybrids.

The class, held at Bento’s Auto and Tire Centre on Dundas Street West, focused mainly on basic electrical theory and the need for a brand-new approach to safety.

Dealing with high-voltage systems requires extra diligence, Racette told the class of 25 students.

“Some technicians are intimidated by electric vehicles and hybrids,” he said.

“But if they understand the basics of electricity, and how to stay safe while working on these systems, they will quickly become more comfortable.”

Shop owner Bento De Sao Jose said he invited Yves Racette to train seven of his

10 June / July 2019

Quebec-based training consultant Yves Racette teaches a class in Toronto’s west end.

own technicians and about 15 others from area shops because the electrification of vehicles is something the aftermarket needs to become more familiar with.

“This is a very important topic,” he said. “If we don’t learn this now, we will have great trouble servicing vehicles in the future.”

www.autoserviceworld.com

AIA’s new ASAP program hosts EV primer events Shop owners and technicians are getting a crash-course on what it will take to tackle hybrid repairs.

The Automotive Industries Association of Canada has hosted a series of events intended to drive home the message that it’s time for independent repair shops to get into the hybrid service game.

The “Vehicle Programming Today!” was one of the first events of the new EV and hybrid expert Craig Van Batenburg addresses a crowd of AIA’s Automotive Service Associate Program members at the Electric Vehicle Discovery Centre in North York, Ont. Automotive Service Associate Program (ASAP). It featured a full-day class by Massachusetts-based EV and hybrid basic safety. of electric vehicles. ASAP event attendtrainer Craig Van Batenburg, who In Ontario, the event was held at the ees also got a chance to test drive pointed out the profit potential of serElectric Vehicle Discovery Centre, a plug-in electric vehicles at the venue. vicing and repairing hybrid vehicles. privately funded initiative created to Similar events are planned for other Rein_Trade Ad_2019_7x4.875_with_crops.pdf 1 7/2/19 2:17about PM Van Batenburg also gave a primer on educate consumers the benefits regions in Canada.

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June / July 2019 11

By the NUMBERS Stats that put the North American automotive aftermarket into perspective.

3 minutes

More than 90 percent of the time, texts are read within the first three minutes after receipt.

Zipwhip, 2019 State of Texting Report

40%

60% By far the most common business use of texting is to schedule appointments. A distant second is alerts and notifications (23%), customer support (21%), and billing (11%).

Only 9% of business texting is for marketing purposes.

Customers who receive texts from businesses tend to have a 40 percent higher conversion rate than those who do not.

Small businesses could benefit from this consumer behaviour.

Zipwhip, 2019 State of Texting Report

71%

Zipwhip, 2019 State of Texting Report

Over two thirds of 30- to 44-year-olds said they would text a business more frequently if they had the opportunity.

258 MILLION LITRES

Amount of fuel Canadian drivers are expected to waste in 2019 due to tire underinflation.

That amount of gasoline will produce emissions totaling 593,000 metric tonnes of carbon dioxide.

Tire and Rubber Association of Canada

1in 7

Ratio of Canadian workers who were self-employed in 2018 (15% of total employment).

That’s up from 12% in 1976.

Statistics Canada study “Self-employed Canadians: Who and Why?”

Zipwhip, 2019 State of Texting Report

9

Position of automotive on the list of top 10 industries using texting with customers. Top of the list: real estate with a penetration rate of 73%. The penetration rate in automotive stands at 48%.

Zipwhip, 2019 State of Texting Report

20.9%

Percentage of new light vehicle registrations in Canada dedicated to fleets in 2018. That’s up slightly from 2017 (19.9%) and 2016 (19.6%).

IHS Markit, DesRosiers Automotive Consultants

4,120,900

The inventory of unsold vehicles in the U.S. in April 2019 – a 10-year high. Slowing sales in April meant dealers and automakers had an estimated 78 days’ worth of sales of unsold vehicles on their lots. That’s the highest since 2009 (85 days).

Automotive News

61%

Percentage of Canadians who have concerns about accountability in the event of a crash involving an autonomous vehicle. Other concerns were vehicle hacking (59%), and the theft of driver-generated data (53%).

Canadian Automobile Association, Connected and Autonomous Vehicles Tool

12 June / July 2019

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IT’S YOUR TURN Got an opinion? We’ll happily give you a page to get it off your chest!

Send your rant to allan@newcom.ca

Texting to Success Shops need to ride the wave of change if they’re going to keep up with their customers’ preferences.

By Doug Hoy I meet my fair share of shop owners who have a stick-with-what-works kind of attitude. They’ve had success in the past, and they feel that the way they do things is the best way. There’s no reason to change things up.

I fear that those shops will fall by the wayside if they don’t look for new ways to accommodate their customers.

To achieve success in this industry, we must be willing to tweak our systems and procedures to reflect the constant change in technology.

For example, how do you communicate with your clients? Are you texting?

We had a situation recently where a customer refused to pay his invoice, saying he had not authorized the repair.

We had a signature authorizing the initial inspection and diagnosis, but the actual repair authorization had been given over the phone. That might be standard procedure in our industry, but www.autoserviceworld.com

we had no way of proving that the customer had given verbal authorization.

I suppose we could start recording every phone conversation, but that would require us to inform clients ahead of time about the policy, and it feels a little intrusive. Maybe even distrustful.

We knew we needed a solution that would prevent this from happening again, so we created the authorization text. Immediately after the service advisor has received authorization over the phone, a text is sent out. It confirms that authorization was given and requires a reply – simply the word “yes” – to confirm the amount. This also serves as the customer’s agreement to the terms and conditions of the work order.

This may not be as good as a pen-topaper signature, and it may prove to be problematic from a legal standpoint.

But at the very least, it creates a digital paper trail. If there is a dispute, we have some evidence that authorization was given. In the case above, an authorization text could well have settled the dispute before it escalated.

We’ve had no pushback from customers over our authorization texts. It has become standard procedure around here. And its simplicity and effectiveness

have even inspired us to use texting for other purposes. We have developed a great customer follow-up text. Sent out 30 minutes after clients pick up their vehicles, it thanks them for their visit, asks if their experience was a positive one, and provides a link to our Google page so they can leave a review. With two clicks, they’re able to provide a review. If we followed our usual systems and procedures properly, we’re confident that review will be a positive one.

We haven’t gotten rid of our follow-up phone calls because they offer a more personal touch. But texting is a more immediate tool, and one that a lot of clients prefer. It’s been a game changer for our business.

Shops need to embrace new systems and procedures. In a business like ours, we have to stay abreast of the latest technology. We can’t just stick with what worked years or decades ago. We have to ride the wave of change.

Doug Hoy is the owner of Highway 33 Autopro in Kelowna, B.C.

June / July 2019 15

GREENWOOD’S GARAGE

Growing through diversification Is your business model in a position to handle the change that is under way?

By Bob Greenwood, AMAM With service intervals changing due to advanced vehicle technology, holding onto standard methods of doing business can become a major barrier to continued prosperity.

Today, management must look at where the business is going, not where

16 June / July 2019

it has been.

Having the correct balance of business is critical for bottom-line performance. What I mean is that you must ensure you have a diversified business – with both retail (consumer) business and commercial (small fleet) business – in order to be financially healthy.

These are very different kinds of accounts, with different needs and accounting requirements. And both have to be managed properly.

Diversification can provide the stability your business needs, evening out

the peaks and valleys.

So, what is your plan for attracting the right amount of commercial business to your shop?

Going after local commercial fleet business allows you to have face-to-face contact with the owner or manager.

When you go into that meeting, are you ready to offer a solid explanation for what differentiates you in the marketplace? Can you point out unique things that you do that can save fleets money?

Remember, at the fleet level it’s not just about price. Price should not be your www.autoserviceworld.com

www.autoserviceworld.com

Shop owners that are pursuing success in the new aftermarket have recognized the need to transition from being simple managers to true CEOs. to continue operating professionally, servicing their fleet effectively, and employing a staff of well-trained knowledgeable service technicians.

Not only that, but you’ll need funds to equip your shop and subscribe to the many information and software services you depend on. Your client must understand that adequate cash flow is critical to ensuring their fleet is managed to their expectations. They need to know that it ensures they’ll never be let down.

Discussing payment policies is part of normal negotiations between companies that respect and rely on one another.

Take ownership of your business and

your processes when diversifying your company. You won’t get every fleet client out there, but the ones who sign up will be great clients indeed, because they respect how you approached them and how you do business.

Bob Greenwood is 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.

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key differentiator. Rather, they’re looking for someone who can manage fleet maintenance for safety, efficiency and, most importantly, reliability. You have to pitch a plan that acknowledges the way they use their fleet vehicles. You need a plan that matches their expectations for each vehicle.

You have to do your homework!

Know what questions to ask, and what buttons you have to push in order to prepare an attractive proposal for them.

This is going to require a time commitment on your part. If you’re trying to build your fleet business, you’ll want to set aside a minimum of one day a week to do nothing but set up appointments and do field research on potential clients. That means you won’t be in the shop at all that day, and your staff needs to know that. You’re on calls, promoting your business, cold calling fleet managers, and attending appointments you’ve set up ahead of time. This is time well spent.

Do you see why you can’t be an in-the-bay owner? Only you can work on the business rather than in the business, selling yourself and your services to potential new clients.

When you consider the relationship you’ll have with local fleets, don’t forget about your payment policy. This always seems to be an issue with fleet accounts. This important facet of your business relationship cannot be dictated by the fleet. You will end up with an account that pays every 45 to 60 days or worse. That’s not good for your business, and it's not good for you.

Using your most professional business demeanour, you need to pitch a mutually beneficial payment system. This will be a critical part of your presentation package. Of course you’ll accept credit cards, cheques, or direct online payments, but you must establish a proper payment schedule. Is it going to be a weekly flat sum? Will they be required to pay the balance in full twice a month?

Will you set up a retainer that must be topped up monthly?

Remember, you are not your client’s bank. You require adequate cash flow

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June / July 2019 6/4/19 17 10:28 AM

When it comes to car repairs you have the

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A program of the Automotive Industries Association of Canada

SHOP OF THE YEAR

Lacombe Auto Service Centre represents the transition from old-school to cutting-edge.

PHOTOGRAPHY BY: CHRISTINA RYAN

By Allan Janssen

Standing, from left: Eldon Lamb, Kevin Crombie, Harold Goertzen, Rod Plato, Donnie Lysons, and Toby Bullert. Front row: Daniel Lysons, Elaine Lysons, and Samantha Lysons.

Missing: Hans Peter Dendofer.

W

hen we choose the CARS magazine Shop of the Year, we’re looking for businesses that have had some significant change over the last 12 months. We didn’t expect to find shop owners that have engineered a total business www.autoserviceworld.com

transformation.

Meet Elaine and Donnie Lysons, new to the aftermarket and proud owners of Lacombe Auto Service Centre in Lacombe, Alta.

Since purchasing in March 2018, they’ve examined every function,

process, and piece of the business, and either overhauled it or replaced it entirely.

Donnie and Elaine describe themselves as “serial entrepreneurs,” having worked in several industries, from agriculture to venture capitalism, ultimately sitting on the boards of three publicly traded companies.

They did well, but yearned for something that would be more suitable for their whole family. They wanted a scalable business that could be managed, rather than ‘worked’ every minute of the day. When they found 2A Auto, it ticked every box “This is an 18-year-old shop with a good reputation in the Lacombe Region,” says Elaine. “The former owner, Dave Boere, did a great job of building a loyal customer base. To us, that was gold. He should be really proud of what he built.”

The Lysons understand that the automotive industry in general is in a period of fundamental change.

“That’s what attracted us to this industry,” says Donnie. “There are so many industries that are controlled by large organizations, conglomerates, and chains. Most family businesses these days are franchises. We wanted something that was more independent.

We wanted to have control of the business so we would succeed or fail on our own merits.”

Well before taking ownership of the shop, they sought management training from Murray Voth.

At the time he was still with ProShop, the NAPA-centric management training program. (He has since started his own management consultancy, RPM Training.) Elaine and Donnie took a three-day Shop Improvement Program course, and dug in.

“They just ate it up,” says Murray.

“And they were in the fortunate position of not having developed bad habits that they had to get rid of. They didn’t start out as technicians, like so many of the people in our industry.

They started off learning the most efficient way to operate.

Eventually they joined an RPM Mastermind group – a coaching and support June / July 2019 19

SHOP OF THE YEAR

Harold Goertzen

Kevin Crombie

Eldon Lamb

Toby Bullert

group with like-minded owners.

“Murray has been our mentor and we went along with a lot of what he and the group suggested,” says Elaine.

“It has been a real privilege to work with them,” says Murray. “They’re learning a lot, but they also bring a lot to our group and to me. They’ve made me up my game. I have to be ready for them because they’ll ask the tough questions!”

And with that input, Elaine and Donnie were off. The first thing was a new name, one that reflected the community they served rather than the highway on which the business was founded.

Next was a comprehensive management software system to tie the front end to the back, incorporate a digital vehicle inspection program, enable text messaging to clients, manage inventory, connect to their part suppliers,

20 June / July 2019

keep their books, and track their key performance indicators.

They settled on a combination of AutoServe1 and Protractor shop management software.

And then Donnie and Elaine began establishing partnerships with a wide variety of vendors to help them streamline every aspect of the business.

This included working with the Alberta Motor Association, the Alberta Motor Vehicle Industry Council, Workers Compensation Board, Alberta Blue Cross, Identifix, Mitchell ProDemand, Alldata, Google, Facebook, Yelp, Twitter, Linked In, and a number of Lacombe community websites.

They also became one of the first independent repair shops in Alberta to offer Paybright – a financing service for customers.

“It was challenging to get up to speed,” says Elaine. “As new owners,

the community has you under a microscope. There are some things we’ve held back on because you can’t get too far out ahead of your customers.”

The most important development of all was behind the scenes.

“We want to run a maintenance shop where we do regular inspections, so our customers don’t get stranded at the side of the road,” says Donnie. “When everyone knows there’s a problem coming, the customer can budget for it, and the shop can plan for it. And, yes, there will be the occasional emergency, but that is not the norm. The norm is scheduled maintenance and inspections, with repairs done in a timely manner.”

When they had all the right players in place, it was up to Elaine and Donnie to define the culture of the business.

“We wanted a very tranquil, calm place to work,” says Donnie. “Our technicians are all clean-cut family men. www.autoserviceworld.com

www.autoserviceworld.com

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There’s no swearing in the back, no yelling, no smoking, no drinking. It’s kind of a nerdy group, to be honest. But we recognize that everyone’s an adult here. Everyone is responsible for their own work. It’s calm and organized, and that really appeals to some people.”

To that end, they developed a comprehensive employee handbook that defined the culture they were hoping to create.

Within the year, Donnie and Elaine hope to embark on some renovations, to beautify the premises, make the waiting area more comfortable, and streamline the back of the shop.

“Maybe at Christmastime when it gets slow,” says Elaine. “It’s a good thing we waited to make any physical changes because we’re still changing our minds about what we want. It’s still taking shape.”

The ultimate goal, however, is to come across more professionally.

“We’ve been told we have a good-looking shop. But I’ve seen some great looking shops and I’m envious,” says Donnie.

“Our vision is having 80 per cent of our day booked a month in advance, customers who have high expectations of us, and a competent staff that can meet those expectations every time.”

“We owe a lot to Murray Voth and the members of our Mastermind group,” says Elaine. “They are a great group of mentors for a couple of rookie shop owners. We would not have been able to accomplish such a long list without their help.”

Murray says they should not be too quick to deflect the credit.

“They bought a place not knowing the industry, and they made money right out of the gate. They retained their people, they introduced their employees to a ton of changes, and through it all, they minimized the loss of customers who were used to the old way.”

Donnie takes a humble position..

“There are a lot of shop owners who have been doing all the right things for years, and they deserve all our respect,” he says. “I look on this as an award for doing what so many people are doing to improve not only their business but the entire industry.”

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June / July 2019 21

SHOP OF THE YEAR

The Runners-Up We received dozens of nominations from all parts of Canada. Congratulations to all the nominees who had a great story to tell about advancements to their shops over the last year.

Major renovation expands service and office areas

Erol and his team in front of the shop

E

rol Yersol describes the last 12 months as “crazy busy.”

The owner of Erol’s Automotive in Cochrane, Alta., finished a $600,000 expansion and renovation. Three additional service bays were added to the facility – for a total of 10 – and the office and reception area was expanded and beautified.

Erol now employs seven journeymen technicians and two

apprentices, as well as four full-time people out front and one part-time person.

“It has been a lot of work with the renos,” he admits. “Staying open and working around all the construction has been a challenge but we are starting to see the results.”

He was nominated by Greg Alfred of Wakefield Canada in Edmonton, who called the shop “one of the best I’ve seen.”

According to Alfred, Erol continually exceeds customer expectations.

“His staff respect and trust Erol as much as his customers do and he is always supporting local charities and his community,” he said. “Not only is he an amazing business leader but he is a crucial part of the community!”

Josh Braithwaite of NAPA agreed, stressing Erol’s focus on the community.

“They grow their business every year and Erol is the most involved member of our industry, sitting on the AMVIC board, chairing the most progressive Business Development Group in the country in NAPA Autopro, and just being an all-round great guy, doing business the right and ethical way.”

Keeping clients in control of their time and money

P

eter Foreman has spent much of the last 12 months focusing on the client experience at his shop, Foreman’s Integra Tire Auto Centre in Langley, B.C. In an effort to make customers more comfortable – both in the facility and through the entire process of having their vehicles maintained – he’s made a number of significant advancements, starting with a major renovation.

“We had the very specific goal of reducing barriers between the staff and our clients,” he says. “I just didn’t want a big ugly desk in our reception area anymore!”

He also introduced a new paperless system, complete with digital vehicle inspections, and introduced some new work processes specially developed for his facility, all designed to streamline repairs and keep clients in control of their time and money.

On top of all that, the company is celebrating 40 years in business this year.

“We have a long legacy of client care and we have many clients still with us after all these years, including the second

22 June / July 2019

The team. From left, Peter Foreman, Wayne Sharpe, Nic Nelson, Justin Smith, and Joon Sunwoo. Not shown is Kevin Lee, an apprentice who is away at school right now.

generation of those clients,” he says.

Foreman is very active in the industry, belonging to two local tech school PACs, and the sector advisory group for the Industry Training Authority. He also belongs to an independent 20 group, and has his own business coach from outside the industry.

“I wanted to make sure I have an outside perspective on business rather than the usual inward-looking nature of most automotive business coaches. www.autoserviceworld.com

Developing a culture of professionalism

From left: Aleksander Swoboda, Stefano Damassia, Najib Farib (back row), Erwin Noronha (kneeling), Jason Keeley, Susan Le Tual, Carlo Sabucco, and Corey Haight.

N

ew staff, more training, and better systems have been the hallmarks of the last 12 months at Sil’s Automotive Service, a 10-bay shop that straddles the border of Mississauga and Oakville, Ont. Owner Carlo Sabucco has been focused on developing a

culture of professionalism, putting into practice what he’s learning in his Dale Carnegie training and at ShopPros management groups.

In February, he took nearly all of his employees to the Midwest Auto Care Association’s Vision training in Kansas City. It turned out to be a great team-building experience that brought tangible improvements to both the front and back of shop.

Sabucco says one of the real lessons has been the power of forward thinking and goal setting. Taking the staff to Vision was not just to hear the latest ideas, but also to create a new dynamic where employees see the big picture, not just the day-to-day activity.

In the past year, Sil's has made major strides in improving digital platforms, such as digital inspections and texting systems. Customer feedback has been incredible about these initiatives. Clients appreciate the speed and transparency of the communication.

Finally, as part of its culture, Sil's has been donating time and funds to a variety of local organizations, such as women’s shelters, food banks, and children’s aid groups.

It’s a way for the shop to give back to the community that has supported it so well for years.

Part of your inventory know-how With 500,000 parts in stock and ready to be delivered from any of our warehouses to your place of business, NAPA Auto Parts is more than a supplier: it’s your very own national inventory. napacanada.com

www.autoserviceworld.com

June / July 2019 23

TECHNICAL

Brand new bi-metallic control arms glow on a Chevy Malibu with 250,000 kilometers on the odometer.

Keeping an aging vehicle on the road requires attention to the parts you install.

Putting weight – and reliability – back into chassis parts As vehicles get lighter, consumers need to be enlightened about what that means for their cars.

By Allan Janssen

T

he U.S. government’s demand for fuel economy improvements – initially introduced in the late 1970s – has become a force for radical vehicle evolution in recent years.

The irony is that many of the most recent design changes emanating from OE engineering departments may be having an unintended consequence: they could be making aftermarket parts more attractive to value-conscious consumers.

Having exhausted the easiest ways to increase fuel mileage, carmakers have lately become obsessed with chassis lightweighting – the process of removing any extra pounds from steering and suspension components. And while that may help them get to their corporate average fuel economy (CAFE) target, taking weight from control arms, idler arms, stabilizer links, and other undercar parts often means less rigidity, poor durability, and premature failure.

“Taking weight out is definitely one way to improve fuel economy,” says Gord Paton, engineering and R&D manager for chassis parts manufacturer Mevotech. “But it comes at a cost.”

A side-by-side comparison of OE parts and beefed up aftermarket replacement parts can be very enlightening indeed.

Parts that are meant to be solid and robust are now leaving the factory looking rather anemic. And a simple twist test

24 June / July 2019

will show they do not possess the strength they used to.

“This is one of the best places to see the impacts of lightweighting,” says Paton. “Chassis and suspension parts show the stark differences between OE products and aftermarket replacements.”

Part of that comes from not removing the weight. Another part of it comes from watching failure rates and improving on the OE design. Premium aftermarket parts typically correct engineering flaws, reinforce joints and connections, use premium materials, and offer lubrication options rather than “sealed for life” designs.

Metal-to-metal bearings, for example, are three times more durable than polymer bearings. But most carmakers only worry about getting their vehicle through the warranty period.

A bearing that is sealed for life (Paton calls it “sealed for death”) simply won’t last as long as a robust bearing that has a grease fitting.

Consumers may think they want OE parts but it’s getting easier to say, ‘No, actually you don’t.’ That’s not what’s best for the vehicle.

Paton says the aftermarket has long battled the perception that meeting factory specs is indicative of a premium part.

That’s no long a certainty.

“That may be the case when it comes to electronics or interior trim parts,” he allows. “But chassis is different. It sits in a different part of the vehicle, where age and kilometers turn a new vehicle into an aftermarket vehicle. Springs have sagged, bushings have worn, the suspension geometry has changed.

It is under more stress and load.” www.autoserviceworld.com

It’s not hard to see the difference between the OE upper control arm from a 2019 Ram 1500 at top – a hybrid design of steel and injected plastic – and a premium aftermarket part below. The weight difference is significant… but that’s only part of the story.

There are many design and material upgrades.

The weight that was removed is more than put back in a vehicle when the driver picks up some passengers or throws a case of beer in the trunk. So those fuel savings are gone anyway.

“The CAFE standards are measured through very specific tests where factors are all controlled. That’s why you hear that ‘your mileage may differ.’ Once you get in the real world, those weight-related fuel savings are out the window,” he says.

When it’s time to replace chassis parts, the sensible thing is to use sturdier parts that will handle the challenge of time and terrible roads. What carmakers won’t admit is that part of their motivation for removing as much weight as possible is to drive down production costs.

“Production cost is measured by weight. Every pound you take out of the vehicle reduces the cost to make that vehicle,” says Paton.

Putting the weight back is particularly important for high-mileage, high-use vehicles like pickups or hard-used fleet vehicles like taxicabs and police cars.

Some consumers will remain unconvinced.

“If it’s just fuel efficiency they want, it’s time to educate them. If it’s cost savings they want, its time to explain that cost can also be measured in durability and performance,” Paton says. “It’s time to introduce them to the concept of good-better-best. If price is truly an issue, there is a product out there for them.”

But ultimately, part of the conversation has to be that, believe it or not, the OE spec is not always the best spec.

That can be a hard sell because there’s a belief that whatever came with the car is always the best option. But that’s just not the case anymore. www.autoserviceworld.com

NGK puts the OEM Spark Plugs in the Detroit Three.

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Use of these names, logos, and brands does not imply endorsement.

SELLING

Earning – and keeping – trust Selling things like oil changes and brake jobs puts you in a great position to build loyal customers.

By Allan Janssen

T

he concept of customer loyalty – creating it, sustaining it, nurturing it – has been a hot topic in business circles since the dawn of capitalism.

And even in the digital age, it has not lost its relevance.

An oft-quoted paper, originally published in the Harvard Business Review, on “The Economics of E-Loyalty” discusses the digital component of winning and keeping customers. Authors Frederick F. Reichheld and Phil Schefter came to the conclusion that increasing customer retention rates by 5% can increase profits anywhere from 25% to 95%.

How would you like those kind of returns?

Happily, the auto service industry has some natural loyalty generators.

The regular need for oil changes and brake jobs are just two of those opportunities. Shops that aren’t capitalizing on those basic services on a predictable schedule are missing out on a loyalty dividend.

1)

Communicate effectively

This does not just mean frequently but strategically, purposefully, and using the method that best reaches its target (and, yes, increasingly that means texting).

26 June / July 2019

This starts with booking appointments ahead of time, and follows through the process of confirming the booking, keeping customers informed of the repair process, thanking them for their visit, and seeking feedback on their experience.

The Canadian Automobile Association has learned this lesson, pointing to how “touchpoints” create trust.

CAA clubs across the country have a goal of increasing opportunities to interact with their members, believing that the number of touchpoints they achieve per year has a material effect on the way consumers look on them.

At three or four touchpoints per year, trust skyrockets and loyalty is cemented.

Life gets busy and sometimes the most well-meaning customers simply forget about car maintenance.

Don’t assume you’ve lost the customer. Reach out to them regularly.

2)

Document proof of need

Transparency is everything these days.

Don’t give any reason for suspicion or furrowed brows. Show your customer the report, the failed part, the discolouration, the corrosion, or the broken pieces.

Evidence speaks volumes in the court of consumer opinion.

3)

Solve their problem

This might sound like an obvious point, but comebacks will absolutely destroy your loyalty rates. Not only are they inconvenient for your customer, but they suggest reasons for distrust.

Data crunchers and consultants at J.D. Powers have proven time and again that repeated customer frustrations quickly erode trust and lead to lost business. It is quantifiable.

The importance of thorough work, provided in a single visit, is behind the recent aftermarket trend to “slow the process down” and inspect every vehicle thoroughly.

According to The Brake Report (the purported “voice of the brake industry”) one of the greatest benefits of performing complete brake jobs is ensuring customer satisfaction. By taking the time to do the process right the first time, technicians can ensure the client will return for future work. Not only are they creating loyal customers, they’re saving the shops time and money by eliminating the curse of costly comebacks.

The independent aftermarket engenders higher trust scores than we tend to think. And long-term relationships are built on that trust. www.autoserviceworld.com

BAYWATCH BA Diagnostic software The latest diagnostic software from Snap-on features new 2018 factory-level coverage for Acura, Audi, Ford, HarleyDavidson, Honda, Hyundai, Jaguar, Kia, Mercedes-Benz, Mitsubishi, and Volkswagen. The system provides pre-scan and post-scan with vehicle system reports, and reports that can be shown to customers to build trust. Snap-on invests in the latest technology innovations, resources and aftermarket repair relationships to significantly expand vehicle systems coverage and strengthen tool capabilities on a regular basis. In the newest release, Snap-on helps technicians power up their productivity and overcome even the toughest obstacles more quickly, thanks to more robust vehicle coverage, innovative new features and the ability to handle hundreds of vehicle systems from 49 different vehicle manufacturers. www.diagnostics.snapon.com

Air springs Arnott has introduced new aftermarket replacement air springs for 2012 – 2018 Audi C7 Chassis applications, as well as 2015-2018 Porsche Macan ( featuring a ContiTech OE-quality air sleeve, CNC machined aluminum top, heavy-duty crimping rings and protective dust cover), and 2013-2018 Range Rover and 2014-2018 Range Rover Sport.

Arnott replacement air springs are designed, assembled and tested in the U.S. www.arnottindustries.com

Online catalogue Raybestos has added virtual kits to its online catalogue, giving distributors the flexibility to go to market with a pad and rotor kit for popular applications.

The new virtual kits allow distributors to efficiently look up Raybestos parts and quickly offer the best pad and rotor combination for the particular vehicle.

The kits are catalogued in both the Element3 and R-Line families. www.raybestos.com

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June / July 2019 27

BAYWATCH BA Engine cooling fan assemblies Continental says its Engine Cooling Fan Assemblies are engineered to restore original cooling performance, and are an exact match to the fit and performance of the OE part. Every vehicle-specific assembly is 100% tested for fit, vibration, and amperage draw. The fans are easy to install and use OE-style electrical connections and the same mounting points as the original fan. usa.vdo.com

Hydraulic control unit Continental says its new ATE MK60 Hydraulic Control Unit (HCU) eliminates the need to replace the entire brake control (ECU) unit when only the HCU needs replacement. Developed as an original part for direct aftermarket replacement, the ATE HCU is available for popular Volkswagen and Volvo models. The MK60 delivers precise braking by repeatedly lowering and raising the brake pressure to increase driving safety and reduce wear. It includes all hardware necessary for a trouble-free installation. www.ate-brakes.com

Diagnostic tool The new Triton-D8 from Snap-on completes the family of Intelligent Diagnostic products, providing a tool option that fits between Apollo-D8 and Zeus. Snap-on says the Triton-D8 includes advanced features to save time, boost productivity, and help technicians make more money by guiding them to the problem, while filtering out unnecessary steps. It also broadens coverage and capabilities by quickly allowing technicians to verify component failures. It includes technical service bulletins, Smart Data and SureTrack features, functional tests and resets, and a built-in scope. www.diagnostics.snapon.com

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Diagnostic software Brake pads Akebono Brake Corporation has expanded its Ultra-Premium Disc Brake Pad line by eight part numbers, its ProACT line by three part numbers, and its EURO line by five part numbers.

Premium stainless hardware is included in the five parts that require it and four of the EURO kits include an electronic wear sensor. A complete listing of Akebono applications can be found in the company’s web-catalogue. www.akebonobrakes.com

The new 3.7.1.10 diagnostic software is available now for OTC’s Encore and Evolve professional diagnostic tools, with new coverage for various Asian, domestic and European vehicles. The update provides technicians and shop owners with major new coverage additions, tests and enhancements for major vehicle brands in North America. Coverage additions and improvements include ADAS dynamic camera calibrations and special actuation and adjustment type tests for brakes. www.OTCTools.com

ADVERTISER INDEX AIA Canada........................................ 18 www.aiacanada.com/asap.html BPI Raybestos.................................... 31 www.raybestos.com Chevron............................................2, 7 www.canada.havoline.com/en-CA Continental VDO................................. 17 www.vdo.com/usa CRP Rein........................................... 11 www.reinautomotive.com Delphi.................................................. 8 www.delphiaftermarket.com Ford..................................................... 4 www.ford.ca/wholesale Liqui Moly.......................................... 27 www.liqui-moly.us Mann+Hummel WIX............................ 13 www.wizfilters.com Mitchell 1.......................................... 29 www.mitchell1.com NAPA................................................. 23 www.napaautopro.com NGK Spark Plugs................................ 25 www.ngksparkplugs.ca RSC................................................... 28 www.rscbrands.com Uline.................................................. 28 www.uline.ca VL Communications.............................. 3 www.vlcom.com Valvoline............................................ 14 www.valvoline.com Wakefield – Castrol............................. 21 www.wakefieldcanada.ca WORLDPAC – Textar........................... 10 www.textar-worldpac.com WORLDPAC........................................ 32 www.worldpac.ca/quality

www.autoserviceworld.com

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Call us 800-470-5936 | Visit us: mitchell1.com Or find your local Mitchell 1 sales rep: mitchellrep.com repair information | shop management | shop marketing © 2018 Mitchell Repair Information Company, LLC. All Rights Reserved.

Mitchell 1® is a registered trademark used herein under license.

June / July 2019 29

The more things

SSGM May 1984

CHANGE ?

LIFTS

Jobber News, September 1962

Motor Magazine, November 1932

Canadian Automotive Trade, March 1958

Special thanks to Vinnie Klimkosz of Vinnie’s Mr. Fixit in Guelph, Ont. for his collection of vintage Canadian aftermarket magazines.

To see more, go to www.autoserviceworld.com/themorethingschange

30 June / July 2019

www.autoserviceworld.com

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Optimum Coverage.

Optimum Value.

All for a Fraction of the Cost With 100% new components, no core return and lower warranty rates, new Element3TM calipers (formerly Opti-CalTM ) provide hassle-free installation and optimal performance. Designed and manufactured to strict RaybestosÂŽ engineering specifications, these award-winning premium calipers offer original equipment precision at a fraction of the cost of OE.

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