CARS January/February 2015

Incorporating Canadian Technician and SSGM Magazines

CANADIAN AUTO REPAIR & SERVICE MAGAZINE

+

Why some find it hard to sell

preventive maintenance INSIDE ◗ Tomorrow’s Telematics: The opportunity… and the challenge

◗ Industry Trends Improving customer communications

◗ Map-controlled thermostats A smarter way to achieve greater engine efficiency

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JANUARY / FEBRUARY 2015 | VOL. 1 NO. 1

Columns

16

Management Insights Management consultant Murray Voth asks why it can be hard for some technicians to sell preventive maintenance.

18

24

Telematics Today and Tomorrow Are you getting ready for a technology that will transform the way you handle diagnostics and maintenance? You better be!

28

Industry Trends Andrew Brooks on how better customer communications requires a cultural shift for shop owners and service writers.

38

The Car Side Our resident humorist, Rick Cogbill, tells a tale of rivals coming together, and how it creates more value for everyone.

Departments

20 What I’ve Learned: It’s All About Relationships

Talking Tech: Map-controlled thermostats

John Ford, owner of Main & Market Service Centre in Ridgetown, Ont., shares the most important lesson he’s learned in business.

These electrically assisted thermostats are a smarter way to achieve greater engine efficiency.

A Word From the Publisher............5 Service Notes...........................................................7 Viewpoint.......................................................................9 Industry News................................................... 11 Eye Spy........................................................................... 12 By the Numbers............................................. 14 Baywatch.................................................................... 32 AutoPuzzle.............................................................. 35 Advertiser Index........................................... 37

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A WORD FROM THE PUBLISHER

Best of both worlds We’re bringing two great publications together and pooling our resources to create a truly exceptional magazine.

By Marc Gadbois

W

elcome to CARS magazine – Canadian Auto Repair & Service – a brand new publication that combines the very best of two magazines you’ve been reading for years: Canadian Technician and SSGM. Every shop I’ve ever visited seemed to have at least one of those mag­azines on the lunch table. Often it was both.

In fact, SSGM and Canadian Technician have been friendly competitors for nearly 20 years.

We’re excited about finally bringing them together and pooling our resources to create a truly exceptional magazine.

I’ve been the publisher of SSGM since 2009, and I can’t remember a project I was more excited about.

We know your time is limited, and a lot of things demand your attention. We want to be the publication you look forward to receiving each month, the one you read cover to cover, and pass on to co-workers because it’s just that good!

So we plan to create every issue of CARS with one very important question ringing in our ears: What do our readers need to know?

We call it our prime directive.

Our features and articles will be interesting, well researched, and well written. But most importantly, they’re going to be relevant.

We’re going to give you the strongest content in the market… and we’ve got just the team to do it!

You already know Tom Venetis and Allan Janssen as the editors who brought you SSGM and Canadian Technician magazines.

Now they’re teaming up and working with great contributors to create something special.

If you’re looking for management columns, you’ll find tips and advice from a couple of Canada’s best automotive consultants: Murray Voth and Alan Beech.

Are you a stickler for statistics and trends? You’ll want to read every

issue of Andrew Brooks’ new Industry Trends column.

We’ll be “Talking Tech” each month with diagnostic expert Jeff Taylor, whose technical articles have become required reading in shops across the country.

And, of course, the ever-popular Car Side column is here. Former shop owner Rick Cogbill is our resident humorist, with eccentric tales about life in the automotive repair and service world.

All of that is in addition to regular departments that have proven their popularity in both magazines for years.

Like your EyeSpy pictures of repair nightmares (keep them coming!) and Baywatch, an introduction to the latest and greatest automotive products.

We’re even bringing back the old AutoPuzzle for those quiet hours when you need some mental stimulation.

CARS will bring you industry news, innovations, and a wide range of opinions, service tips, and insights.

We’re looking forward to rolling up our sleeves and capturing your world in our pages.

Our goal is to provide you with Canada’s best automotive aftermarket magazine – one that will help you improve your business and make issues more manageable. Bottom line, we want to help you make money. We’re going to give you the information you need to survive – and thrive – in the automotive repair and service world.

This magazine is written for you. I have an open door policy and would like to hear from anyone who has any comments, suggestions, or concerns.

Your ideas are definitely welcome.

Marc Gadbois is the publisher of CARS magazine. You can reach him at marc@carsmagazine.ca

January / February 2015

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SERVICE NOTES

Finding Wally

PUBLISHER | Marc Gadbois (416) 510-6776 marc@carsmagazine.ca

We need to convince people that the door to a repair shop doesn’t have to be a scary one to go through.

By Allan Janssen

T

here’s a lot of turbulence in the economy these days, and out West the main culprit is oil prices. For the first time in many years, Albertans are worried about their jobs.

A friend of mine told me about his son in Leduc, whose truck quit on him on the way to work not too long ago. For many people, that would be a nightmare scenario in itself. They’ve got a broken-down vehicle in a world that demands mobility. But to make things worse, he didn’t know where to take the truck to get it fixed.

So Brad reached out to family halfway across the country, and while he found his way to work, they worked the phones to find someone who would deal straight with him and keep costs down.

They found Wally Wrubleski at Transmission Express in Camrose.

Wally was more than happy to have a new customer, and he makes it a habit to deal honestly and fairly with people.

My friend, who knows how to unspool a great story, drew on his own Alberta roots to play the role of Wally in the retelling. You could tell how happy everyone was to have found Wally.

Being a long-time fan of the automotive repair industry, I gave Wally a call to introduce myself and tell him how he’d impressed a few people out here by being so helpful to a stranded young man.

He remembered the case (no surprise, there) and was pleased it had all worked out so well. Fact is, he wants all of his customers to feel well treated. That’s what he’s there for.

EDITORIAL DIRECTOR | Allan Janssen (416) 614-5814 allan@carsmagazine.ca EDITOR | Tom Venetis (416) 510-6790 tom@carsmagazine.ca CONTRIBUTING WRITER | Andrew Brooks

“All we do is plant seeds,” he says.

“And you can choose the seed you want to plant but in the fall you have to harvest it. You get the harvest of whatever you plant.”

Wally plants good service at a reasonable price.

I think he’d be the first to agree with what I told my friend: Straightdealing people are not really all that hard to find in the Canadian auto repair and service industry. They run shops and fix cars in every corner of this country.

Clearly, Brad didn’t do himself any favors not having a regular shop to go to. They would have offered him an ounce of preventive maintenance and saved him a pound of the costly cure. His reluctance to be a loyal customer somewhere might have had something to do with his apprehension about finding a shop that would “deal straight with him and keep the cost down.”

Is it our fault that people still wrestle with that question?

I think we’re getting much better at communicating our strengths and virtues, but the perception still exists that the door to an auto repair shop is a scary one to go through.

That fear is largely unwarranted, and maybe one day we’ll succeed at eliminating it.

What you find most times, I’d say, is a guy like Wally, who knows his job, has crazy skills with engines, and likes people a whole lot.

ART DIRECTOR | Tim Norton (416) 614-5810 tim@newcom.ca CIRCULATION MANAGER | Selina Rahaman (416) 442-5600 ext. 3528 srahaman@bizinfogroup.ca SUBSCRIPTION ENQUIRIES | Roshni Thava (416) 442-5600 ext. 3555 PRODUCTION MANAGERS | Steve Hofmann (416) 510-6757 • PRINT: Phyllis Wright

CARS magazine is published monthly except for January and July by Newcom Business Media Inc., 80 Valleybrook Drive, Toronto, ON M3B 2S9. 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 2015. All rights reserved. The contents of this publication may not be reproduced by any means, in whole or in part, without prior written consent of the publisher. The advertiser agrees to protect the publisher against legal action based upon libelous or inaccurate statements, unauthorized use of photographs, or other material in connection with advertisements placed in 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, 80 Valleybrook Drive, Toronto, ON M3B 2S9.

VP, EDITORIAL | Rolf Lockwood GENERAL MANAGER | Joe Glionna PRESIDENT | Jim Glionna CORPORATE OFFICES HEAD OFFICE 451 Attwell Dr., Toronto ON M9W 5C4 Telephone: 416-614-2200 Facsimile: 416-614-8861 REGIONAL OFFICE 80 Valleybrook Drive, Toronto, ON M3B 2S9 Telephone: 416-442-5600

Facsimile: 416-510-5169

Member of the Audit Bureau of Circulations Publications Mail Agreement #40069240 Print edition ISSN 2368-9129 On-line edition ISSN 2368-9137 We acknowledge the financial support of the Government of Canada through the Canada Periodical Fund of the Department of Canadian Heritage.

Allan Jannsen is the Editoral Director of CARS magazine. You can reach him at 416-614-5814 or allan@carsmagazine.ca

January/February 2015

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VIEWPOINT

Anticipating the next disruption How will you react when an automated car pulls into one of your bays?

By Tom Venetis

T

he automotive world is gearing up for a transformative new technology, and it’s coming faster than we might have anticipated even a few short years ago.

Last month, the Conference Board of Canada published a report looking at the potential impact of automated vehicles (AVs) on the Canadian economy. It is a fascinating read.

The report, called “Automated Vehicles: The Coming of the Next Disruptive Technology,” makes it very clear that autonomous driving vehicles are no longer the stuff of science fiction. They’re already here.

Just consider recent news reports: ■ Google has already rolled out prototype self-driving vehicles.

■ A number of countries, such as Singapore and the United Kingdom, are testing AVs for use on public roads.

■ The European Union is investing heavily in research to develop and test automated vehicles.

■ And a wide array of carmakers, including everyone from MercedesBenz to General Motors, are testing technologies for their own vehicles.

In fact, Nissan figures it can begin selling a range of automated vehicles as early as 2020.

The Conference Board of Canada is right to consider the potential impact of this technology. Its report focuses largely on public safety, fuel savings, and road congestion. But without doubt, AVs will impact a wide range of industries and businesses… not least of which is the automotive aftermarket.

The most obvious implication is that technicians will have to be able to work on AVs. New training

will have to be developed to help them become familiar with the revolutionary technology under the hoods and dashes of these complex vehicles.

Beyond that, however, AVs will have a dramatic effect on vehicle ownership. The size and shape of the Canadian fleet is going to change.

The Conference Board of Canada predicts that automated vehicles could lead to a greater acceptance of vehicle sharing.

“A single car-share vehicle could replace between nine and 12

For the aftermarket service industry, the rollout of automated vehicle technologies will be disruptive … it could also be very profitable. private vehicles in areas where car sharing is most likely to succeed,” the report states. “Other estimates suggest that the ratio may be in the range of three to five private vehicles to every shared AV, depending on the extent to which individuals would be prepared to ride-share as well.”

Over time, this means fewer vehicles per household. Why maintain two or more vehicles that mostly sit in a parking lot or your driveway, when you can summon a shared vehicle to pick you up and take you where you

want to go?

For shops, this could create an environment where competition is even more aggressive than it is now.

You may have to get creative to capture those service dollars! You may even have to adopt an entirely new business model – one that we can’t even see yet.

As AVs change vehicle ownership and the technology becomes a more significant part of the automotive landscape, people’s habits and behaviours will change.

It will impact everything from how they make their daily commute, to how they navigate urban environments, to how they view service and maintenance.

And it will impact your business too. Your operation will change.

How profitable it will be will depend a lot on how you react.

“There is a massive opportunity for all manner of new business models to emerge with AVs, which will create new employment,” the Conference Board says. “Just as the Internet has created business models and opportunities that most of us could never have dreamed of, the new AV ecosystem will be like a ‘physical Internet’ that will generate untold opportunities.”

For the aftermarket service industry, the rollout of automated vehicle technologies will almost certainly be disruptive.

But for those who invest in the training and planning, it could be a positive new development.

Tom Venetis is the editor of CARS magazine. You can reach Tom at 416-510-6790 or tom@carsmagazine.ca

January / February 2015

9

Incorporating Canadian Technician and SSGM Magazines

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Service Station and Garage Management

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Why some find it hard to sell

preventive maintenance

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INSIDE ◗ Tomorrow’s Telematics: The opportunity… and the challenge

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◗ Map-controlled thermostats A smarter way to achieve greater engine efficiency

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1+1-3 The Best of Both Whether you’ve been the result will be a a fan of Canadian better, more informative Technician or SSGM and useful magazine CANADIAN AUTO REPAIR & SERVICE MAGAZINE or perhaps both – we for you. We hope you are confident that by combining the resources agree…. but even if you disagree, we’d like of these two magazines and creating Canadian to hear what you have to say about Canada’s Auto Repair and Service magazine (CARS) newest auto repair magazine.

Marc Gadbois Publisher (416) 510-6776 marc@carsmagazine.ca

Allan Jannsen Editorial Director (416) 614-5814 allan@carsmagazine.ca

Tom Venetis Editor 416-510-6790 tom@carsmagazine.ca

Jeff Taylor Contributing Editor (905) 627-0179 jeff@ecclesautoservice.ca

NEWS

Study paints bright future for repair and maintenance AIA Canada’s latest Outlook Study says the age of the Canadian fleet is still growing, while DIY work is shrinking.

The Canadian light vehicle aftermarket is expected to grow to $21.4 billion by 2017, up from $19.14 billion in 2013, according to the most recent Outlook Study published by the Automotive Industries Association (AIA) of Canada.

“The future of the aftermarket is extremely bright, with probably 10-percent growth over the next three years, cumulative,” said Andrew Shepherd, senior director of industry program, and head of AIA’s market research committee.

The study, conducted by DesRosier Automotive Consultants, analyzed a wealth of demographic information, and surveyed the vehicle maintenance habits of 4,500 Canadians. The results, said Shepherd, revealed a number of opportunities for the independent segment of the automotive repair and service industry.

Among them: n The age of the Canadian fleet continues to rise, putting more vehicles in the aftermarket “sweet spot.” In 2012, the average age of cars on the road stood at 9.3 years, up from 8.9 years in 2007. n Healthy new-vehicle sales have queued up future work and the bubble will reach aftermarket shops soon, with service and repair opportunities increasing every year that passes.

For example, in 2012, repair and service work on vehicles 1-3 years old totaled $1.79 billion. That number increased to $2.44 billion for vehicles 4-5 years old, and again to $2.92 billion for vehicles 6-7 years old. The peak was $5.42 billion for work on vehicles 8-11 years old. n The increasing quality and complexity of vehicles puts more consumers in the “do-it-for-me” camp, as opposed to the

“do-it-yourself ” camp.

“That is positive for the aftermarket,” said Shepherd.

A good example of this is seen in oil changes – once a DIY stronghold. In 2006, 77.5 percent of respondents said they had professionals change their oil.

By 2012, that number had increased to 80.2 percent.

Healthy new-vehicle sales have queued up future work and the bubble will reach aftermarket shops soon.

However, the growing complexity also brings a new challenge to automotive repair and service shops: finding and retaining talented technicians, as well as keeping them up-todate with the latest training.

Shepherd pointed out that the automotive service industry now competes against other industries to hire and retain talented young people. The aftermarket needs to work harder to change how young people see automotive service and to emphasize the advanced skill sets and education the industry needs.

“A lot of people still see this as a dirty place to work and would be absolutely stunned that most repair facilities today are like high-tech shops,” he said.

January / February 2015

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NEWS Canadian-designed hood clamp protects techs from injury

You’re working under the hood of a vehicle when the gas-charged struts give way and the hood comes down on your head. Sound familiar?

The son of a Canadian shop owner has applied his engineering expertise to make sure this never happens to you again.

Shiva Bhardwaj is co-founder of ShockLock, a new clamp designed to help keep technicians safe while working under hoods and trunks.

The electrical engineering student

at the University of Waterloo says he personally witnessed the potential danger of aging hood shocks at his father’s Toronto-based automotive shop. Working part-time to assist technicians, he saw some close calls.

“I remember one incident where a customer dropped off his Mercedes B200 and he had to get something from the trunk of the vehicle,” Bhardwaj says. “It turned out the gas struts were weak and as he leaned into the trunk to get what he needed, he bumped the vehicle and the trunk hatch came suddenly down and nearly struck him hard. Luckily I was there to catch it before it came down onto him or he certainly would have been badly injured.”

His business partner, Yashin Shah, says there are an estimated 134 million vehicles on North American roads with worn or failing gas-charged struts.

Technicians see this problem in about

EYESPY

Torqued to spec?

Matt Page of Lauria Hyundai in Port Hope, Ont., sent us a picture of this near disaster.

Apparently the previous owner of this Montana switched out his own snow tires.

When the technicians there removed the hubcaps, they found yet another example of why people should leave the service work to professionals!

Have a picture to share? Email a high-resolution image to allan@carsmagazine.ca

12 CARS

a third of the vehicles they work on.

Jerry-rigged solutions to keep a hood up – such as using vice grips or broom handles – can be awkward or difficult to set up and often failed to keep technicians safe, they say.

The solution Bhardwaj developed is ShockLock – a simple aluminum hood

An estimated 134 million vehicles on North American roads with worn or failing gas-charged struts. Technicians see this problem in about a third of the vehicles they work on. clamp that grips the weakened gas strut of a hood and locks it in place. It can support up to 100 pounds of weight.

Want to see it in action? Check out the video at www.shocklock.ca.

Shah was brought in on the project to help generate interest and raise financial support. Working through the details, they were convinced that ShockLock meets a serious need in the market.

“We strongly believed that we had a viable product and business plan,” says Shah.

The pair went on numerous pitch meetings, and finally started to garner attention at trade shows like the Auto Parts Manufacturers Association (APMA) annual conference and the Automotive Aftermarket Parts Expo in Las Vegas.

Tool manufacturers, distributors, and technicians were intrigued by the deceptively simple device that promises to keep technicians out of hospital emergency rooms.

Now ShockLock is ready for the aftermarket. The product is currently available through the ShockLock website (www.shocklock.ca), as well as distributors like Nortool.

Shield_White_2013

NEWSBRIEFS

Mazda techs to compete for top spot

Mazda Canada is once again looking for its top technician.

The Mazda Master Technician Competition will be held March 24 at the Sheraton Parkway Toronto North.

At last year’s competition, competitors were asked to find six different problems on a 2014 Mazda 3 GS SkyActive. Each participating technician was handed a laptop and a scan tool, and were allowed to bring their own basic hand tools. After two hours, the technician that scored highest by correctly diagnosing and repairing each issue was given the title.

Emissions training

Tenneco will host Walker Emission Control Diagnostic Workshop Training on April 16, at Rosa’s Place in Woodbridge, Ont. It will be the sixth year for this course, described as “high-level training”

by Kris Lewis of Automotive Training Group (ATG).

Call Mark Potts at 416-346-7892 for more details.

Hybrid electrical training

Advanced Auto Training is offering an eight-hour ICBC-accredited training course on the latest plug-in Hybrids and Electric Vehicles (EVs). The course will be held on March 26 at the Comfort Inn, Victoria, B.C. Information is available at advancedautotraining.ca

Service Providers Forum

AIA Canada’s 2015 Automotive Service Providers Forum will be held April 1 at the Toronto Congress Centre in Toronto, bringing together aftermarket technicians, mangers and industry experts to discuss and learn about new opportunities and best practices for growth in the changing

landscape of the Canadian aftermarket. For details, go to aiacanada.com.

Veedol opens Canadian office

Veedol International Limited, based out of Glasgow, Scotland is setting up a Canadian office in Mississauga, Ont. The recently incorporated Veedol International Americas will be responsible for overseeing the manufacturing, sales and marketing of the Veedol brand of lubricants in North and South America.

Automechanika coming to Chicago

Safer travels ahead

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Scan the code to watch the Philips Headlight Restoration Kit video.

Automechanika – part of the worldwide series of automotive aftermarket parts exhibitions – is coming to Chicago in April.

The inaugural edition of Auto­ mechanika Chicago will be held April 24 to 26 at Chicago’s McCormick Place.

It will feature products from 400 different exhibitors, and more than 100 educational seminars covering advanced business principles and technical topics.

Courses include drivability, electrical repair, hybrid repair, diesel diagnostics, and transmission service.

LinderTech 2015 The annual LinderTech Automotive Technical Training Conference is coming to Toronto May 1 and 2. Hosted by Cochrane Automotive in the city’s west end, it will feature sessions with John Thornton (Hands-on Pico and Snap-on scope training, Variable Cam Timing), and Peter Rudloff (Unraveling the Mysteries of Chrysler Diagnostics).

Get more information by calling 1-866-970-7720.

January / February 2015

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PL1346-Trade_SSGM_Mobility_ThirdV_2-15 v1.3.indd 2/6/15 1 2:38 PM

By the NUMBERS Stats that put the Canadian automotive aftermarket into perspective.

Americans now drive about

100 billion

fewer miles (160 billion km) per year than they did in 2007.

MORE THAN A QUARTER of all household spending goes to car-related expenses. On average, vehicle owners spend 17% on fuel, and 10% on car payments and maintenance.

16%

Only

2.5%

of warranty returns and credits in the aftermarket are actually due to quality issues.

In Canada, total vehicles on the road amount to about 78% of the driving age population – up from 66% a decade and a half ago. In the U.S., vehicles on the road equals 100% of the driving population.

The cost of electronics and software content in new cars was less than 20% of the total cost a decade ago.

Today it is as much as 35%.

50%

Only of young drivers (aged 18 to 24), cited routine maintenance as the reason for their last service occasion.

An estimated

99,051

light cars and trucks were sold in January 2015 in Canada.

14 CARS

In 2014, the number of job postings on Workopolis for auto mechanics spiked 94%.

SOURCES: AAPEX Learning Forum 2013, The NDP Group Inc., AIA Canada’s “Consumer Behaviour Study 2014”, The Globe And Mail, DesRosiers Auto Consultants, Strategy & Global, National Association of Career Colleges

4 out of 10

Nearly auto owners (37%) want their service provider to communicate with them via email – not far behind those who prefer phone calls (46%).

Traditional mail has dropped to just 12%.

of people with cars 10 years and older say they perform all their own maintenance and repairs. Among owners of vehicles 0-3 years old, only 6% attempt to do it themselves.

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MANAGEMENT INSIGHTS

Why is maintenance

undersold?

There are a lot of reasons why some shops have a hard time convincing consumers of the value of preventive maintenance.

By Murray Voth A few weeks ago a shop owner said to me, “I don’t think most automotive technicians understand the value of maintenance!”

He owns a very successful and profitable shop, and offers his clients comprehensive preventive maintenance. But he was frustrated by how much training it took to get his techs to inspect for broken and worn parts, and to consistently recommend the preventive maintenance services.

Over the last decade, I’ve heard from many industry leaders, shop owners, and educators that colleges in Canada simply don’t emphasize preventive maintenance as part of an automotive training curriculum.

I’ll admit this is hearsay. In fact, I hope that this article prompts educators in our field to respond and prove me wrong.

No matter how you look at it, though, the automotive repair and service industry is not leading the way when it comes to promoting preventive maintenance.

Let’s look at another industry for comparison. An aviation technician performs significantly more maintenance than repairs as part of the job.

For an aircraft to be safe, airlines cannot wait until something breaks.

Instead, all aircraft have very specific maintenance protocols, with multiple layers of inspections and services performed in regular intervals, usually based on flight hours. Many components, like the blades in a jet or turbine engine, must be routinely inspected, and there are strict limits on how long they can be used before they must be replaced. As a

16 CARS

result, many airplanes last a long time.

There are Boeing 747 airplanes still flying today that were manufactured over 25 years ago. How many 25-year-old cars or trucks do you know that are still being used actively every single day?

The challenge to the shop The difficulty of selling preventive maintenance in the automotive repair and service industry is a complex issue.

I don’t think it would be fair to lay the fault at the feet of technicians and college instructors. Neither do I want to oversimplify the problem.

Rather, we need to look at the problem from several perspectives.

Technicians are problem solvers by nature, and fixers by aptitude. They enjoy diagnosing and repairing cars and trucks. It could well be that the notion of performing maintenance is boring to

The difficulty of selling preventive maintenance in the automotive repair and service industry is a complex issue. them. Aside from making a system or component on a vehicle last longer, the vehicle does not really drive or ride any better. What’s the fun in that?

As for the schools, well, there’s a lot to learn about diagnosing and repairing vehicles. Technology is always changing, so it makes sense that the primary focus is to teach technicians how to develop their reasoning and troubleshooting

skills. Consequently, we’re not thinking about maintenance in the school setting.

In the shop, technicians focus on what they know best: diagnosing and repairing. They’re not as familiar with maintenance strategies, and they haven’t been taught its value. So when technicians become shop owners, or move to the front counter, they find it much easier to sell repairs rather than maintenance. In their minds, it is easier to justify getting paid for fixing something that was broken, rather than preventing a breakdown using a preventive maintenance strategy.

Some technicians may also believe that if they maintain a vehicle there will be less work for them.

Customer education Is it surprising, then, that working in an industry that has a default focus on repairs, we’ve done a poor job of educating our customers about the value of preventive maintenance?

I find it fascinating that vehicle owners will pay whatever it takes to maintain their factory warranty at a new car dealer.

But when their warranty is over, many stop doing any regular maintenance at all. That’s counter-intuitive because now the cost of any major repairs will come out of their own pockets!

When these customers enter the aftermarket stream, some of them will end up at an independent shop that does not promote maintenance. And by not keeping their customer’s cars maintained, that shop is actually creating classic breakdown customers.

When the vehicle inevitably fails, they’re likely to be frustrated and resentful.

Without doubt, the quality of most vehicles today is much higher than in the past. Not only are most makes and models lasting longer than they used to, but the mileage we now get out of engines and transmissions would have been unthinkable 30 years ago.

However, I believe the combination of extended service intervals and reduced maintenance recommendations in the early part of a vehicle’s life, have given the consumer a false sense of how much it costs to maintain a vehicle. And it’s hard for us to promote preventive

maintenance when the manufacturer itself does not promote it.

But we have to remember that the car manufacturers are in the business of selling cars. They have a vested interest in achieving a low cost-of-ownership figure, even if it means skipping the kind of maintenance known to make a car last longer.

We, on the other hand, know that maintenance will keep a vehicle on the road far longer and save your customer a lot of money in the long run.

Making it work There are two challenges with this concept.

One is the consumer’s perception of vehicle reliability. Many people replace their vehicles too soon, as far as I’m concerned, because they’re afraid of costly and unexpected breakdowns.

Many of the best technicians I speak with say with absolute confidence that they can keep an older car as reliable as a new one if they’re allowed to do what’s required.

The second challenge is that between the vehicle owner and some independent shops, many of the non-essential accessories and creature comforts of a vehicle are not repaired when they quit.

When a vehicle no longer has functioning air-conditioning, heated seats, power door locks, or many of the other features that came with the vehicle, is

it any wonder that our customers decline maintenance services?

Independent automotive service providers, including owners, service advisors and technicians, need to come together and develop a plan to help their clients get the most out of their vehicles.

In this day of 72- to 96-month vehicle financing, it’s all the more urgent!

Vehicles have always been one of the fastest depreciating purchases a person can make. But with current financing terms, the consumer will be upside down on the difference between what they owe and what the vehicle is worth a lot sooner.

The approach needs to be about the cost of transportation and not the value of the vehicle.

Our plan should include the following four priorities: Make sure the vehicle is safe. We’re very good at this. We’ve always focused on brakes, steering and suspension. But let’s not forget that power windows are also considered a safety item. How about the AC compressor? With one belt driving all of the accessories, a compressor failure could take out the power steering, and we all know how well many drivers today could handle that scenario.

Replace wear components before they wear out. Replacing ball joints when they’re out of spec, rather than waiting until they’re noisy and break,

1

2

will prevent other steering and suspension components from wearing and breaking prematurely. Replacing these types of components in this fashion should be considered an important kind of maintenance.

Promote preventive maintenance.

This would start with the OEM recommendations as a baseline and then go from there. It should include fluid services, timing belts, and any services that would prolong the life of the vehicle.

Don’t forget the accessories. A proper vehicle inspection should include all the accessories and creature comfort options that make a vehicle a pleasure to drive and to own.

Presenting a plan to the customer on how to keep the vehicle running and riding like new for as long as possible requires everyone to get on board with the preventive maintenance concept. Shop owners have to make it available, service advisors have to sell it, and technicians have to add it to their skills as a professional.

3 4

Murray Voth is a consultant and trainer with Total Automotive Consulting & Training Inc. in Edmonton, Alta., which runs the ProShop program across Canada. He can be reached at murray@proshopmanager.ca

January / February 2015

17

INDUSTRY TRENDS

The communication

connection

Improving customer communications will require a major culture shift for many traditionally-minded businesses.

By Andrew Brooks

T

hese days, the aftermarket is under more pressure than ever.

The market is intensely competitive.

Margins are tight. Vehicles are as complex as the space shuttle. And OEMs are doing everything they can to keep the automotive customer in their service bays.

In a market like this, the old-fashioned, price-driven approach doesn’t cut it anymore. Service operations have to forge a new relationship with their customers – one based on trust and loyalty.

A culture change is required, says Bob Greenwood, president and CEO of Automotive Aftermarket E-Learning Centre. “A lot of companies in this business are still into the old selling game – flavour of the day, menu pricing, certain kinds of service – rather than boiling it down to the individual client.”

Greenwood believes the aftermarket has to move from a transactional mindset where the goal is simply selling a given job, to a long-term relationship based on educating the client and

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fostering trust.

“I use the term ‘client’ rather than ‘customer,’” Greenwood says. “To me, ‘client’ denotes responsibility. The better shops today understand that a relationship of trust is in play.”

The aftermarket isn’t educating the customer about what’s going on in the industry and how vehicles have to be maintained according to the customer’s use patterns and expectations. What’s missing in the equation is the development of the required ‘soft’ communication skills that enable service operations to connect on a human level with their customers – or clients.

Dennis Snow, president of Snow & Associates, agrees that customer communication is essential to establish a trust-based relationship.

“You can boil it down to eye contact, tone of voice, and so on; but what you’re looking for is the building of trust,” he says.

For Snow, the transactional approach kills any chance of establishing a long-term relationship.

‘I bring my car in, sit in the waiting room, get my car, and go.’ That isn’t necessarily bad service. But it leaves me with no motivation to come back.’

“We’ve all been in stores where every interaction is transactional and there’s no attempt to build a relationship.

Whereas you remember the times when someone actually listens to you and doesn’t talk to you in technical terms.”

Snow says that a transaction-based approach, in which “I bring my car in, sit in the waiting room, get my car, and go,” isn’t necessarily bad service.

But it leaves the customer with no motivation to come back.

“They might come back,” he says,

“but if you haven’t differentiated Carnegie in particular. yourself, they’re just as likely to go Communication also includes the somewhere else next time if it’s more appearance of a workplace – and even convenient for them.” the approach to company policies, As a professional trainer himself, DeStefano says.

Snow believes in the importance of “I’ve encountered many examples training in the ‘soft skills’ of customer where strict company policies turn communication; but he admits that away valuable customers. An example the really important training happens is having a very strict return policy. on site, every working day.

By listening to customers and being “The key trainer in an operation is a manager,” he says. “It’s not about putting people into a classroom; the The age of best training is, for example, when social media has a manager says to the service advisor, ‘You know, I realize highlighted the importance we’re really busy, but I think of treating customers well that you made that last and building good customer feel a bit rushed.’ relationships.

That’s the best training there is.”

Bob DeStefano, president of SVM E-Marketing Solutions, lists the three most important soft skills as being empathy, good listening, and storytelling.

“Empathy is the ability to see things empathetic, you may from the customer’s unique perspecuncover they have valid concerns tive,” DeStefano says. “By effectively that need to be addressed. That’s how stepping into their shoes and underyou create loyal customers,” he says. standing your customer’s feelings, The age of social media has highyou demonstrate that you truly want lighted the importance of treating to help them and not just make the customers well and building good sale.” relationships. For Snow, information On the topic of listening, he paratechnology provides a great channel phrases from Steven Covey’s bestseller, for businesses to stay in front of The Seven Habits of Highly Effective customers, advising them of service People: seek first to understand, then intervals and staying top of mind. It to be understood. becomes even more critical as a way “Everybody loves a good story,” he for customers to broadcast good or says. “By communicating with bad experiences to the world. customers through the use of relevant Snow points to the YouTube video examples, you create a memorable expe“United Breaks Guitars” as an rience that will move people to action.” example. Now at 14.5 million views, Employees at all levels should work the video was posted by Canadian on enhancing these soft skills, musician Dave Carroll after his DeStefano says. “Not only will it help valuable guitar was wrecked by United front-line employees better serve Airlines baggage handlers. In the customers, but [they] also create a video, Carroll performs a humorous more pleasant and effective operation song that focuses on the indifference in the back office.” he encountered when seeking redress.

While a lot of soft skills boil down He even names the very last employee to individual personality, DeStefano he was in touch with. does believe in the importance of good “Now, when people have a bad expetraining programs, citing Dale rience they can tell their friends and

colleagues about it right away, while their emotions are still running high,” Snow says. “Instead of telling nine people, they can tell millions. The same for a good experience too, of course. On social media we need to be managing the message that’s going out from our customers.”

When it comes to websites, says Greenwood, the biggest mistake companies are making is rushing to get a site up and running without having thought about what they want it to say and do for them.

“Does it reflect our culture and who we are? Many companies get a nice, flashy website going, but when the customer goes to the site they too often find a shop that looks like it hasn’t changed in decades. That’s a real disconnect – and there goes that trust element.”

Companies need to stop thinking of a website as a separate marketing channel, says DeStefano. “They need to think of it as the hub of their marketing. Also – this may sound like a ridiculous statement – but all too often, companies do not design their website for their customers and prospects. Rather, they take an egocentric approach to Web design, more interested in talking about themselves and their products instead of solving their customers’ problems.”

If your website doesn’t serve your prospects and customers, then it isn’t serving you either, DeStefano says.

Businesses should build websites that are customer-focused, offering content and interactive features that relate to customer needs and offer solutions.

“If your customers and prospects don’t find your website relevant, trustworthy and satisfying, they will leave,” he says. “Remember, your competitor’s

Andrew Brooks is a freelance journalist covering the automotive industry in Canada.

He can be reached at ahbrooks@rogers.com

January / February 2015

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WHAT I’VE LEARNED The team at Main & Market Service Centre, the 2014 Ontario Autopro of the Year. From left, technician Matt Caron, customer service rep Pam Conroy, service advisor Mary Hogg, owner John Ford, and technician Ed Tomczyk.

It’s all about

relationships

Ontario shop owner believes the biggest key to success in business and life is developing strong ties with the people around you. By Allan Janssen

T

hings have certainly been going in the right direction for Main & Market Service Centre in Ridgetown, Ont. lately.

Owner John Ford won a Napa Leadership award in 2012, and followed that up by winning the Ontario Autopro of the Year award in 2014.

Main & Market was also named an Ontario Autopro “Gold Club Member,” a new designation that recognizes a commitment to excellence. (He joins Eldon Ingram Ltd. in Stratford, Ont., and Winchester Automotive Service in Winchester, Ont. as members of the exclusive club.)

Not resting on his laurels, Ford has since started planning an ambitious expansion – the second since the company started in 1989. When it’s complete, he’ll actually be able to use the fifth service bay that is currently filled with wheel, diagnostic, and AC machines.

And, most importantly, the shop is

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busier than ever. Revenues from the 4,000 tickets they wrote in 2014 were up eight per cent over 2013.

“It was our best year yet,” says Ford, a licensed tech who still rolls up his sleeves and gets his hands dirty under the hood of a car.

“I wrench about 50 per cent of the time, he says, and then recalculates.

“Maybe a little more than that last year because we were so busy.”

He’s fortunate that his service advisor, Mary Hogg, has in many ways become the face of the business for most customers. In fact, Ford credits her people skills for the shop’s win as Autopro of the Year. Judges were deadlocked at the final three candidates, so they made mystery calls to all the shops, and that seems to have given Main & Market the edge.

“Most people come in to see Mary, actually. But once in a while, I do have to come to the counter, which is tough when you’re elbow-deep in a

complicated job,” he says. “I can tell you this, though: it’s a lot easier turning wrenches than running the shop!”

THE EPIPHANY In fact, during his first decade in business, Ford didn’t give too much thought to management training.

Around the turn of the century, however, he figured he’d better start paying attention to the numbers and he signed up for a class with Bob Greenwood of the Automotive Aftermarket E-Learning Centre.

“That was an epiphany. I started to understand how I should be looking at things,” he says. “I’d never had any formal business training before that.

Those classes really opened my eyes.”

Since then he has been an avid consumer and promoter of management training. He has gotten a lot out of the Proshop program run by Dave Meunier’s Edmonton-based company Total Automotive Consulting and Training (TACT). And he’s got management consultant Murray Voth, a TACT trainer, and a columnist for this magazine, on speed dial.

“I’d love to get back into ProShop.

They don’t run it locally anymore. That kick in the ass every month was amazing. There’s always something to learn, and it helps to keep you focused.”

WHAT I’VE LEARNED The biggest lesson he’s learned over the years is how important relationships are – not only to a successful business,

Senior tech Matt Caron checks the tire-pressure monitoring system on a 2015 Toyota Highlander. “The public’s perception of automotive work is stuck in the 1970s when there really was such a thing as a ‘five-minute job,’” he says.

“It’s not like that anymore. Changing bulbs for a headlight used to be done in a parking lot. Now it’s a whole, big operation. The public doesn’t understand why it takes 30 minutes and you have to charge for labor.”

It is all too easy to be hard on employees when things aren’t going well, he says, but that isn’t a healthy approach.

“You have to remember that they’ve got their own lives outside these walls,” he explains. “There could be stuff going on that you don’t know anything about. I’ve learned to take the pressure off them.”

For example, diagnostic work is challenging enough without having to worry about the clock.

“Book time is one thing, but things

‘I think some shop owners miss the point. I’ve known some who didn’t understand the value of relationships… They’re closed now.’ but to a happy life.

“I think it all boils down to relationships,” he says. “You’ve got to develop strong ties with the people in your life.

That’s what it’s all about.”

He says that includes everyone from employees, to customers, to suppliers, to other shop owners in the area.

go wrong. Engines don’t always come apart like they’re supposed to,” he says.

“That’s why he pays his techs by the hour, not flat rate. It takes some of the pressure off.”

His commitment to his customers is not only to get the job done properly the first time; it is to take the stress of

Licensed technician Ed Tomczyk pulls the battery out of a 2003 Chevrolet Impala.

“You can’t keep up with technology without training,” he says. “You have to read and research all the time. If you don’t keep up you’re going to get lost.”

vehicle ownership away from them.

“You have to talk to them when they come in. Spend a minute. Sometimes it’s more important than you know,” he says. “Our biggest problem is we don’t always have the chance to counsel them as well as we’d like because often they don’t have time to chat. They’ll throw the keys on the counter and tell us to do whatever it takes to get the vehicle going again and they leave. People are busy. I get that. But we have to be approachable.”

Ford has come up with a few strategies to make people feel more comfortable in his shop.

He doesn’t like the idea of forced conversation. (“That turns people off.

It feels like you’re trying to sell them.

Just be natural.”) But he also avoids prejudging their ability to pay. He’d rather just be upfront about the cost of maintenance or repairs, and see where the conversation goes.

“We try to estimate every job as if it’s going to be a worst-case scenario,” he says. “Then if it isn’t a nightmare, or when you can save some time, or when things just work out – and that’s most times – the final bill is lower than what the customer was expecting. We look like heroes.”

SUPPLIER LOYALTY He made the choice years ago to build an exclusive relationship with the local Napa store. In fact, it played into his decision to become an Autopro shop.

Sure the rebate cheques are nice, and January / February 2015

21

John Ford started his three-bay shop with a partner in 1989, just a few months after he earned his license. He’s married to Vicky (a provincial meat inspector) and has three grown children and five grandchildren. Born and raised in the area, he says his whole life “fits in a two-kilometer radius of this shop.”

the warranty offers him and his customers’ peace of mind. But, more importantly, he has built friendships there and there’s never any discomfort when they discuss the little things in business that sometimes have to be hashed out.

Similarly, he likes to touch base on a regular basis with all the local shops in town. They’ll talk about door rates, municipal issues, and what they’re seeing in their service bays.

“We share information back and

forth. I find that the main players in town, we’re all on the same page,” he says.

The real benefit of cultivating a healthy relationship with competitors is that when someone gets stuck, they can call each other for help.

“I think some shop owners miss that point,” says Ford. “I’ve known some who didn’t understand the value of relationships. I can think of a couple.

They’re closed now. They used to be part of what was going on, but they fell away from that and kept to themselves.

Slowly they self destruct.”

With changes in the industry, shops are closing all over the place. Even long-time shops which were once strong and vibrant.

“There are a lot of factors,” says Ford, “but being part of a community helps you thrive. It’s pretty tough being on your own. Building relationships makes your business stronger. It just makes life easier.”

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Telematics

TODAY AND

The same technology that might tie a consumer to a dealership service bay could also direct him to an independent service shop.

By Rolf Lockwood

T

he wild and very woolly world of automotive telematics is full of promise and potential. Certainly for motorists, but also for the independent aftermarket if the gods smile on us. That ‘if ’ is a big one at the moment, but more on that later.

Most days it seems as if there’s no limit, literally, to what’s possible when you get little computers and sensors and cameras and GPS units talking to one another in real time. Some days, mind you, it feels as if a bunch of

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designers and engineers just can’t curb their enthusiasms.

So they created autonomous cars, an effort that actually began way back in the early 1950s with experiments in magnetism to hold cars down and propel them along a magnetic roadway.

The stuff of dreams, clearly, and not an example of telematics.

Today it’s different. Cars that drive themselves – and heavy trucks too – are now way beyond being impractical dreams of the future. They’re on the road, if not yet for commercial sale, and legal in Nevada and Germany, with most European governments fully in support. These cars can sense, and communicate with, each other and with the roadway infrastructure, can even ‘see’ the topography, adjusting

TOMORROW they’ll probably be OEM captives for quite some time. Then again, you might be quite happy to steer clear of these telematics-enabled wonders.

speed and torque to manage curves and hills and whatever else is up front.

Proponents say they’ll chop accident rates, cut fuel consumption, and reduce traffic congestion.

And the more cynical among us say that autonomous cars might even curb the road rage we often feel when we’re in the presence of those who simply cannot drive competently. We’ll take a car that knows how to brake and steer itself any day if it means snatching those jobs away from idiots. Bring it on, we say.

If you run an independent garage or work on the shop floor, you may not be so quick to cheer because you’re not likely to touch cars that are so complex.

Not that you couldn’t handle it, but when such cars are finally on the road,

An umbrella word So, what do we really mean by ‘telematics’?

If ever there was an umbrella word, this is it. In automotive terms, it refers to the gathering of data from on-board sensors, the transmission of that data to one or more very small ‘computers’ which decide what it all means, and then some particular action, based on those conclusions. All of it instantaneous. Increasingly, the transmission of that data isn’t restricted to the confines of the car itself but to virtually anywhere depending on the network in use.

At its most basic, it refers to commonly understood things like integrated hands-free cell phones. Or the long-established General Motors OnStar system, a bold telematics step when it was launched, combining GPS and communication capabilities.

Active cruise control, lane-departure warning systems, and other such driver aids are in the mix nowadays, becoming standard fare on an increasing number of cars, and not just high-end ones.

According to Swedish consultancy Berg Insight, embedded automotive telematics will grow from its current 8.4 million units worldwide to over 54.5 million by 2020.

ABI Research predicts that by next year, nearly 90 per cent of all new vehicles sold will offer telematics.

Diagnostics and maintenance Telematics will definitely change the way you handle diagnostics and maintenance in your shop, and thus the way you interact with customers.

Sooner or later we’ll be led into an era of what we might call pre-emptive repairs. Wear and tear on a vehicle will be monitored closely and the need for maintenance won’t have to be crudely based on the months or kilometers between oil changes, rather on the hard data continually pulled from the onboard computer. The trick is in how mountains of this information will be turned into action.

In practice, vehicle diagnostic functionality is now converging with infotainment systems, says Jim Dykstra, president at Aftermarket Telematics Technologies.

And, he adds, vehicle makers are using infotainment and their growing ability to monitor vehicle condition to tie customers to their service bays.

But that same convergence could also be driving people into independent service bays, says Malcolm Sissmore, vice president of sales for North America at Delphi Product & Service Solutions.

Telematics will not simply record vehicle health and flash warnings to a motorist’s smartphone, he says. Rather, it will actively trigger inspections and automatically communicate with service providers.

“Take a landscape company as an example,” says Sissmore. “Knowing that [their] drivers will be carrying heavy loads and will likely be hard braking with such heavy loads, a service technician can trigger a brake inspection after 50 or more such hard brakes. This will save a lot of money for that fleet operator as the brakes can be inspected before serious issues arise.”

Delphi president Philippe Desnos agrees that telematics coupled with infotainment systems are going to be a game changer for service operations, particularly when it comes to January / February 2015

25

preventive maintenance. members.

The key will be in estab“This technology will lishing seamless communibuild strong value for our cations between vehicle network by supporting our and owner, then on to the shops with marketing and service operation and its part sourcing,” says Autoparts suppliers.

Wares CEO Fred Bunting.

“If you’re driving a car and “In turn, they’re assisting your smartphone says you their customers with Telematics will definitely change have a fault code, most people remote vehicle diagnostics the way you handle diagnostics and and other service and will not know what [that code] means,” Desnos says. benefits.” maintenance in your shop, and thus the maintenance “But if that information is The sale of parts and presented in a meaningful service will help propel way you interact with customers. way, saying that it’s a minor aftermarket telematics and not a serious fault and programs, predicts Delphi’s you can continue driving, and then the best helps them use the data so as to Malcolm Sissmore. vehicle contacts the garage about the catch up with dealerships.

The company has 50,000 telematics fault, which then contacts you through According to Scott Luckett, chief units already in operation, mainly on your smartphone to say that the issue information officer for The Auto Care the insurance side of things. The will be looked at during your next Association (formerly the Automotive question is not if they can be put to use service visit, then we are demystifying Aftermarket Industry Association), it’s in the aftermarket, but how shops will and enhancing the relationship between no easy fight “because OE solutions choose to use them. the owner and the garage.” are going to ‘call home’ when the car is “The differentiator is going to be how If the issue is more serious, the sick or when it reaches a maintenance these services are branded, how shops garage can use the telematics informamilestone, and the aftermarket is going go to market with them, how much tion to book the appointment and to be reacting to an event, rather than they charge for the service – or don’t order the needed parts automatically. being proactive. charge for it – and what they’re going This will allow service operations to “Right now the OE is online with the to do with it,” he says. better manage appointments and vehicle,” he says. “The aftermarket is A wealth of vehicle data could lead control parts inventories, he says. offline. to increased sales in things like “Since this is an emerging tool for “We want the consumer to be able to batteries, spark plugs, and brake shops to use, there will be a learning get the safety, convenience, and security services, among countless others. And curve,” Dykstra adds, but the potential of these telematics features without the while the initial adoption may be is going to be worth any pain at the need to buy a new car that has the techgreatest at the fleet level where ongoing outset. nology built in,” Luckett adds. vehicle monitoring is already common“Research shows that there is over And with the future of the indepenplace, there’s enormous potential to US$60 billion in underperformed maindent aftermarket essentially hanging offer increased levels of service to tenance in the United States [over $2 in the balance, he sees hope in outfits consumers who opt to have an afterbillion in Canada]. Telematics is the like the Michigan-based Auto-Wares market telematics device installed. only real-time way to allow a vehicle Group of Companies. Last year it Sissmore sees telematics as primarily to ‘raise its hand’ and tell its owner and launched an aftermarket telematics a loyalty program. the shop what it needs.” tool for its 1,000-plus Auto Value and “We’re trying to strengthen the afterBumper-to-Bumper parts stores and market’s ability to retain the But the challenge... service centers in the U.S. midwest. customers,” he says. “The OEs are very The challenge for independent shops The company is working with Delphi good at keeping cars in their bays. So is in gaining access to all this informato deliver remote vehicle diagnostics, this is a defensive measure for the aftertion in the first place, which now roadside assistance, service and mainmarket.” resides pretty firmly in OEM hands, tenance, and vehicle health moni—with files from Tom Venetis and Allan Janssen. and in developing the technology that toring benefits to its network

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Map-controlled thermostats The electrically assisted thermostat: a smarter way to achieve greater engine efficiency.

By Bill McKnight

Thermostats have been an important component in automotive internal combustion engines for almost a century.

They were originally incorporated to speed engine warm-up and reduce cylinder ring wear.

Today, thermostats play an important role in increasing engine combustion efficiency and reducing emissions.

To accomplish that task, thermostat functions are controlled by the engine’s electronic control unit (ECU), ensuring precise regulation of temperature, based on the engine’s loads.

Basic mechanical thermostat operation The combustion process in a passenger car engine runs optimally at an operating temperature of approximately 230 degrees Fahrenheit.

However, in older engines the engine temperature was kept below this ideal temperature level to prevent component damage.

Since an engine requires a certain power reserve, especially when operating at full load, conventional thermostats start to open at an engine temperature of approximately 110 degrees Fahrenheit by opening the coolant circuit.

The most basic type of thermostat is a by-pass valve thermostat. These have a sensing element containing a

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wax and aluminum mixture that expands when heated. When the engine is cold, the wax is solid and as it expands, the sensing element slides, opening a valve and allowing coolant to flow to the radiator. A tension spring presses against the sensing element and closes the valve when the operating temperature falls below the opening level of the thermostat. This process may occur multiple times a day, especially in colder climates.

This technology has been in use for decades and it still serves reliably to this day. But the open temperature setting of the thermostat can only be adjusted slightly by changing the wax compound.

Mapping the engine’s optimum performance New technologies are pushing engine efficiency and combustion quality ever closer to optimum operating conditions. As we push the engine closer to the desired 230-degree range to improve both emissions and fuel economy, we need a more advanced thermostat technology.

An electrically assisted (also called “map-controlled”) thermostat provides broader and faster operation than traditional thermostats.

In addition to the mechanical function of the wax element, electrically assisted thermostats incorporate an electric heater within the sensor. This heater is controlled by the vehicle’s ECU, which receives information on the speed and load conditions of the engine. It

uses this information to regulate the temperature of the coolant. A data set, or “map,” is stored within the ECU to govern when and how heat is added to ensure optimum engine performance.

Consequently, the thermostat can influence the temperature considerably more quickly, allowing the engine to operate in various load and operating conditions within the corresponding optimum range.

This level of temperature regulation yields several benefits: n Optimum combustion due to increased cylinder wall and component temperatures; n Reduced fuel consumption due to reduced viscosity of the engine oil and consequently reduced frictional loss; n Lower pollution emissions due to improved combustion; n Improved power output at full load due to reduced coolant temperature; n Increased comfort due to higher

coolant temperatures and, as a result, an improved interior heating performance.

How an electrically assisted thermostat works In standard operation, an electrically assisted thermostat functions in the same manner as a conventional thermostat – just at a higher engine temperature. Coolant flows around the wax of the thermal expansion element. As the temperature rises, the expansion material melts, increasing in size and moving a piston, which in turn increases the flow volume of the coolant. If the temperature drops, a spring pushes the piston back to its starting position, reducing the flow rate of the coolant or closing the coolant circuit altogether.

Under partial load conditions (city driving), the thermostat stabilizes the engine at a higher temperature by staying closed longer to obtain

benefits such good power response, lower emissions, and reduced friction (with a corresponding reduction in fuel consumption).

When under a sudden, heavy load, an additional heat source comes into play with the map-controlled thermostat.

Once the conditions of the stored operating map have been fulfilled, a heating resistor integrated in the expansion material is enabled by the engine management system. This additional heat source allows the wax to expand quicker, opening the thermostat fully regardless of actual coolant temperature, so the coolant flow is increased, immediately allowing the engine to operate within the optimum temperature range without danger of overheating.

Since the electric thermostat is controlled by the engine computer and mapped to driving conditions, when the sudden heavy demand is removed, the current is shut off to the electric heating unit and the thermostat again acts like the traditional wax unit with a fully open temperature of approximately 230 degrees Fahrenheit.

These actions can happen many times a day, especially if you were driving up and down in the mountains where the engine and cooling system would experience heavy demand going up a grade then may cool as much as 30-50 degrees Fahrenheit going down the other side.

Typical operating map for a sports car.

To set the optimum coolant temperature for the corresponding operating condition, there are various predefined “if-then” situations available in the engine control unit (set points): the ideal coolant temperature can be derived from the load and vehicle speed.

January / February 2015

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Cross section of a map-controlled thermostat with electrical connections and heating resistor integrated in the wax element.

The beauty of this concept and design is that it operates completely unnoticed by the vehicle operator and continues over the life of the thermostat with no required service.

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30 CARS

Important considerations for the aftermarket As is the case with conventional thermostats, electrically assisted thermostats are not subject to materials wear; they are maintenance-free and designed to last for the entire engine service life.

New technologies However, external are pushing engine factors such as the use of low-grade coolant and efficiency and failure to regularly service combustion quality the coolant can lead to material failure. ever closer to Other possible causes of optimum operating failure include previous damage caused by thermal conditions… It’s overloading or contamination due to work carried going to require out on the cooling system, more advanced for example, when replacing the coolant or thermostat water pump, the cooler, the technology. coolant hose, timing belt, or V-belt.

It is important for the technician to remember that the map-controlled thermostat is only part of a more complex cooling system consisting of coolant passages in the engine, a coolant mixing chamber around the thermostat, coolant hoses, a radiator, electric fans and the actual coolant.

When replacing faulty parts in the cooling system, thermostats and integral thermostatic housings should also always be replaced at the same time, because any loss of functionality or even complete failure can have severe consequences – including engine damage.

Bill McKnight is team leader, training for Mahle Aftermarket.

He also represents Mahle Aftermarket’s bearing and piston ring products at NASCAR, NHRA drag racing, diesel motorsports, Formula Drift and most other motorsports venues.

BAYWATCH BA Gear set AAM has added a new 4.56 ring and pinion gear set for the 11.5” rear axle used in 3/4- and one-ton 2003-2013 Ram and 2003-2014 Chevy Silverado and GMC Sierra trucks.

AAM says its ring and pinion gear sets are made using “two-cut” gear manufacturing processes to ensure the lowest tolerances possible Bearing kits are available and master install kits contain the remainder of the components needed. www.demandaam.com

Scan tool Snap-on says its ETHOS+ scan tool allows professional service technicians to quickly and effortlessly access OEM-specific codes and live data for dozens of systems on nearly 40 domestic and Asian makes.

The optional European vehicle kit provides deep coverage of eleven popular European makes as well. ETHOS+ offers a range of OBD-II tools, including all 10 modes of OBD-II. http://diagnostics.snapon.com (2.25 cm) in diameter. The fiberglass handle features an ergonomic design. www.kentool.com

Rust converter

Exhaust catalog DynoMax Performance Exhaust has released a new 2015 DynoMax Master Catalog, featuring all of the latest technologies and systems available in its D y noMax and Thrush lines. There’s also a special highlight section covering the brand’s latest DynoMax VT system and muffler coverage, and detailed technical data and schematics. www.DynoMax.com

Gasket program CRP Automotive has expanded its AJUSA European gasket program to over 300 SKUs. The new additions include valve cover gaskets, plenum and intake

manifold gaskets, and exhaust gaskets.

As a result of the expansion, CRP now offers coverage for approximately 80 per cent of Audi, BMW, Land Rover, Mercedes, Mini, Volvo, and VW vehicles from model years 2000 to 2014. www.ajusaparts.com

Wheel weight hammer Ken-Tool announced the release of its Automotive Wheel Weight Hammer, designed for installing and removing clip-on wheel weights for automotive and light duty trucks. The hammer is 11.5 in. (29 cm) long and 3.5 in (9 cm) wide, with a non-marring, replaceable polyvinyl strike face that is 7/8 in.

PlastiKote has released a new product designed to help technicians get rid of rust and prepare a surface for painting.

PlastiKote says its new Rust Converter organically converts rust to an iron-hard paintable surface. Once applied, there is no bleedthrough staining of subsequent top-coat paints. PlastiKote Rust Converter is available in both eightand 16-ounce bottles. www.PlastiKote.com

Oil injection kit Tracer Products says its newTP-9772 BigEZ Hybrid/Ester Oil Injection Kit makes adding lubricating oil to a

Brake pads Federal-Mogul has expanded its Wagner Brake Products line to include several new premium brake pad sets that offer combined coverage of nearly 1.4 million additional passenger cars, light trucks and SUVs. Also available is a new Wagner ThermoQuiet semi-metallic rear brake pad set – MX1691 – for 2013 Ford F-250 Super Duty, F-350 Super Duty and F-450 Super Duty trucks. This set comes complete with installation hardware. www.WagnerBrake.com

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hybrid AC system easier. It features the BigEZ injector assembly and a solidbrass R134a hybrid coupler with check valve and purge fitting. Unlike a hose, the all-metal coupler is non-permeable and allows easy connection to the low-side service port. www.tracerline.com

Cordless tools

Brake pads In response to legislation requiring the reduction of copper in brake friction formulations, Bosch has announced that it now offers copperfree material in its premium-grade QuietCast as well as its other lines of braking products. Bosch says it has developed a proprietary copper-free ceramic friction formulation that incorporates renewable materials to make its product even more environmentally friendly. The changeover to copper-free brake pads is currently in process, with a gradual rollout of more and more copper-free products. www.boschautoparts.com/brakes

Chicago Pneumatic says its new range of cordless tools, which includes impact wrenches and drivers, provides the operator with more power and a runtime twice that of conventional products. They feature 20-Volt/4Ah CP20XP and 12-Volt/1.5Ah CP12XP Lithium-ion batteries for power, performance, and mobility. www.cp.com

Performance exhaust DynoMax Performance Exhaust says it has added coverage for 2014 Chevrolet Silverado/GMC Sierra 1500 trucks. The new DynoMax 2014 Chevy Silverado/GMC Sierra 1500 8-cylinder/5.3L engine performance exhaust kit includes a 25-inch DynoMax VT

Radiator line

Extended-height lift The new Rotary Lift extended-height SPO12 two-post lift was developed to accommodate high-roof commercial vans like the Ford Transit, MercedesBenz Sprinter, Nissan NV, and Ram

ProMaster that are enjoying a renaissance lately. The new SPO12 EH3 extended-height option increases the SPO12 two-post lift’s overall height to more than 16 feet, providing the necessary clearance for technicians to position tall vehicles at a comfortable working height. It has a 12,000 lb. capacity. www.rotarylift.com

muffler with calibrated internal valve to eliminate drone. The DynoMax system includes all of the necessary hangers, brackets and accessories for installation. www.DynoMax.com

GM wiper motor Cardone now offers a comprehensive wiper motor line that includes high-demand motors for classic GM vehicles.

Part Number 40-168 fits 1974-1992 GM vehicles, including the popular Camaro, El Camino, Firebird, and Monte Carlo applications. www.cardone.com

Behr Hella Service now offers what it describes as an alternative line of radiators in a lower price segment to keep the cost of repair in line with current values of older vehicles.

Application for the new line includes a wide selection of popular vehicles from Audi, BMW, Mercedes, and VW with model years ranging from 1998 to 2010. www.hella.com

AC service equipment Mahle Service Solutions has announced the release of ACX, its new line of ArcticPRO AC service equipment. The ACX1280 series is designed to competently, efficiently and safely service the new R1234yf refrigerant worldwide. The ACX1180 series is specifically designed to handle R134a refrigerant. The ACX1280 can be purchased with either an internal or external refrigerant identifier. www.mahle-aftermarket.com January / February 2015

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BAYWATCH BA Roll cab tool storage

Durango exhaust

Snap-on’s new KRL1163 72-inch Master Series Roll Cab features a 12-inch deep drawer that holds eight power tools in an organized fashion. It features Snap-on’s patented Lock-n-Roll latch mechanism, which makes opening drawers easy while preventing drawers from drifting open.

The KRL1163 also includes Iso-Ride Casters for a smooth ride around the shop.

Corsa has unveiled a line of exhaust systems for 2011-2014 Dodge Durango SUVs equipped with the 5.7-liter HEMI engine. The straight through cat-back design is constructed with 304L stainless steel 2.5-inch diameter piping.

Corsa says its X-pipe configuration improves the stock exhaust by 50 per

It is available in 12 colors. www.snapon.com/toolstorage

cent. It is offered with either a polished finish or black PVD-coated tips. www.corsaperformance.com

Leak detection

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For more information: Call: 800-470-5936 Visit: www.mitchell1.com © 2014 Mitchell Repair Information Company, LLC. All Rights Reserved.

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34 CARS

Tracerline says its OPTI-PRO EZ-Shot AC Kit makes it easy for technicians to find all air conditioning leaks quickly and efficiently. It features the OPTI-PRO cordless, LED leak detection flashlight that provides fluorescent dye response and contrast so all leaks glow brilliantly.

It works with all Tracerline universal/ ester and PAG AC dyes. Components are stored in a rugged carrying case. www.tracerline.com

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Answer our Question of the Month and you could win a pizza lunch for your shop When you’ve finished the crossword, send it, along with your answer to our Question of the Month, to CARS Magazine, 451 Attwell Drive, Toronto, ON M9W 5C4. Or you can put it in an email, along with a picture of the completed puzzle, to allan@newcom.ca.

We’ll select the best answer to our Question of the Month, and send off $50 toward a pizza lunch for your whole crew.

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1 Device installed to discourage vehicle theft.

2 What you do to a tire once you’ve mounted it.

3 Risqué.

4 Sell.

5 Type of vehicle powered entirely by energy stored in batteries.

6 Police warning.

7 Plans.

12 A device that sprays fuel into cylinders under relatively high pressure.

13 Some brake pads are made of this.

15 Type of bulb used for brighter forward lighting.

16 How the British refer to gasoline.

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9 Home to more than 7.2 billion people.

10. Breakfast is the most important one of the day.

11. Some spark plug tips are made of this.

13. What engine degreaser does.

14 Forward, backup, trouble, or work 17 How you feel when you finally find the solution to a difficult intermittent problem.

19 To drain the oil pan you must first remove this.

22 That’s not what I _______ to say.

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...continued from page 38 I took a deep breath and explained our conundrum as quickly as I could. “So,” I said, pausing for breath, “could you compromise and maybe hold your class the following week?”

Herk’s eyebrows shot up. “Compromise? With Sydney McCluey? Absolutely not!” He pounded the counter with his fist. “There’s no way I’m exposing my clients to that she-devil and her unethical practices!”

I held up my hands. “Whoa, there. Is there something about Syd I don’t know? Like, is she teaching wrong information, or taking money under the table?”

Herk gripped the sides of the counter so hard his knuckles turned white. “Worse than that,” he hissed. “I don’t expect you to understand, but…” He lowered his voice. “She promotes parts from companies I don’t use.”

His statement hung there for a moment. “Well… maybe that’s because they sponsor her? What if you sponsored her and… and… ” Suddenly I had an idea. “Hey, what if you sponsored Sydney and Gomer? You know, work together. If SSGM and Canadian Technician can merge their magazines, surely you guys can team up!”

Herk stared at me like I was crazy. “A team? Why, there’s absolutely no… I mean, that would never… ” His voice trailed off as his features began to soften. I could almost hear the rusty gears creaking inside his head. “Y’know, I hadn’t thought of that. Leave it with me and I’ll get back to you.”

A few days later, Sam showed up with a water pump that we’d ordered. She also had a new flyer. “I don’t know what you said, Slim,” she began as she handed it to me. “But old Herk actually did something smart for a change.”

Quigley looked up from the appointment calendar as she drove off. “So is it really good news, like Sam says?”

I studied the flyer and chuckled. “Well, it’s progress. Looks like Herk swallowed his pride and made two good things into something better. He’s calling it The Sydney and Gomer Hour – Hi Tech Training at Homeboy Prices.”

Quigley studied me closely. “Hmm. You don’t sound convinced.”

I passed him the flyer. “Well, combining the teaching talents of two good trainers is great, but Herk’s gotta work on his content.”

Quigley looked at the course name: Wiper Blade technology on Today’s Hybrid Vehicles. He groaned. “Maybe we’ll get lucky. Maybe Sydney will do the presenting while Gomer runs the video projector.”

I ran that scenario through my mind: Sydney McCluey in her well-coordinated business attire versus Gomer and his soup-stained ties. Yep, I concluded. It really does come down to presentation.

Rick Cogbill is a freelance writer and a former shop owner in Summerland, B.C. You can read more of Slim Shambles’ misadventures in Rick’s book, “A Fine Day For a Drive,” available at www.thecarside.com

Automotive Services Americas..................35. www.asaveedol.com AIA...............................................................36 www.aiacanada.com Blue Streak-Hygrade....................................3 www.bluestreak.ca BMW Group Canada...................................39. www.bmw4ir.ca Canada Post Corporation...........................34 www.canadapost.ca/snapadmail UCI-FRAM Group (Prestone).......................23 www.fram.com Liqui Moly USA............................................30 www.liqui-moly.us Mitchell 1....................................................34 www.mitchell1.com Philips Automotive.....................................13 1-800-257-6054 www.philips.com/automotive Promax Auto Parts Depot Ltd......................8. www.autopartsdepot.ca

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January / February 2015

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THE

Best of both worlds Can a couple of former competitors put their differences aside and create a brand new product for the Canadian auto repair and service industry? Sure, why not!

By Rick Cogbill

B

asil stirred his tea as he scanned the flyer on the table.

“Did you read this?” he asked. “Herkle’s Auto Parts is hosting another training seminar.”

Tooner poured himself a cup of coffee. “Yeah, I saw it.

‘How to properly install wiper blades’ – sheesh, does he think we’re idiots?”

Beanie shrugged. “I dunno; I picked up a few pointers from his ‘How To Replace a Headlight’ class.”

Quigley agreed. “I loved the video with the guy diagnosing a Dodge daytime running light problem with a sledge hammer.

I nearly wet myself!”

Basil smiled. “The sessions are entertaining, I’ll give you that. But this time his competition is hosting a seminar on the same night. In fact, they’re both in the community centre, just down the hall from each other.” He shook his head. “It’s going to be difficult to choose.”

Basil was right to be worried; Herk’s a great guy, but he’s very territorial.

Herkle’s Auto Parts is the main supplier in town. Two years ago, Herk got into the training game to meet the needs of his growing customer base. We were nervous when we found out the trainer would be his wife’s nephew, Gomer. But he has an engineering degree and a bagful of funny stories, so most of his classes were worth attending. The real issue wasn’t Gomer’s instructing skills; it was his competition – Sydney McCluey.

38 CARS

Sydney is an amazing woman with an impressive list of automotive training credentials. She also has a history in oval track racing. Give her a pair of coveralls and an air gun, and Syd can beat the work gloves off any pit crew in the province.

Herk and Gomer’s program had been going six months when Sydney moved into town. The competition was fierce. And we, the customers, were caught in the middle. If the training dates conflicted, our choice usually came down to presentation – Sydney was a brunette with a million dollar smile; Gomer had a pot belly and a toupée.

I looked at Sydney’s flyer, also lying on the table: Diagnostic Techniques for Hybrid Vehicle Repair. “I’m thinking we should choose Sydney this time, but Herk won’t like it. You can bet he’ll be standing at the door taking attendance.”

We speculated about sneaking into Syd’s class through the windows, but finally gave up. This needed direct action.

The next morning, I walked into the parts store with a box of Timmy’s best. “Hey, what about that sunshine outside!

Anybody hungry?”

Sam grabbed the box and headed for the back. “Good timing, Slim!” she said. “I just got back from deliveries – it’s almost like you planned it that way.”

Herk eyed me suspiciously. “I agree. What’s up? You only bring donuts in a crisis. ...continued on page 37

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