Canadian Technician October 2008

OCTOBER 2008

SHOP

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ALSO:

■ Greenwood’s state of the industry report ■ CIA Association meets in Edmonton ■ Ethics: would you patch a vehicle? www.canadiantechnician.ca

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OCTOBER 2008

VOL. 13 NO. 8

Departments Editorial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Letters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Reader Rides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Out & About . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 EyeSpy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Service Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 Product Central . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Auto Puzzle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Ad Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29

Columnists The Greenwood Report . . . . . . . . . . . . . . . . .15

By Bob Greenwood

9

11

The Car Side . . . . . . . . . . . . . . . . . . . . . . . . . . .30

By Rick Cogbill

Features A Question of Ethics . . . . . . . . . . . . . . . .19 How do you handle a customer who doesn’t want a proper repair? Our ethics panel weighs in.

Maximum productivity . . . . . . . . . . . . .21 How to increase productivity and minimize problems no matter how the technicians are paid.

19

Electronic parking brakes . . . . . . . . . . .23 Are you ready to service this new twist on an old system?

Here’s a quick lesson to get you going.

Give it away, now? . . . . . . . . . . . . . . . . . .24 Times are tough, but is it ever OK to give away diagnostic time?

Surprising answers from people in the know.

21

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VOLUME 13

NUMBER 8

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

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

Kenneth R. Wilson Award Winner Member

Canadian Business Press

“Mission Accomplished” By Wayne Moore Phone: 905 632-8770 www.canadiantechnician.ca/covers OCTOBER 2008

Editorial

My commitment to you I know and love this industry… and I want to work with you to make it better.

By Claire Newman Be honest. Are you surprised that the new editor of Canadian Technician is a woman?

In a way, I don’t blame you. The auto repair industry has been male-dominated since its inception. In the earliest days, that probably made some sense. Parts were heavy and the work was dangerous.

Since then, of course, brain has replaced brawn as a prerequisite for a career in this trade, but men still vastly outnumber women in the bay.

So what am I doing in this chair?

Well, let me tell you a little about myself. I’m one of you.

I joined the auto repair industry in 1991 as an apprentice at a Honda dealership. I was one of the original Honda Apprenticeship Program graduates (we tested the system – it survived).

I moved over to a GM dealership a few years later, keeping everything from Cavaliers to Cadillacs on the road. I’ve had a soft spot for GM ever since because of some excellent techs who helped me learn enough to win a silver award at a national hands-on skills competition.

I’ve worked for several independent shops as well, earning hourly wages instead of flat-rate. The challenge there, of course, is the wider range of vehicles you have to work on with limited resources.

Believe me, there’s about as much similarity between a Honda rack and a GM boost unit as there is between a short-block Chevy engine and a hybrid motor.

To put the cap on my practical experience, I worked for a guy who set cars up for the race track and spent many an evening setting up a Ford Mustang to shave a tenth of a second off its average lap time.

Ultimately, though, I found my calling talking to techs about the trade. I worked

with government to develop training standards. I worked with private companies writing technical training programs. I even delivered training to hundreds of techs and other trainers on subjects as varied as NVH concerns and drivability diagnostics.

And now, here I am, editing what I consider to be the finest trade magazine in our industry.

So, yes, I’m a woman, but I know your business. I know what drives you, and I know the challenges you face. And, like most of you, I’m drawn to it because of my love of cars. I love it when design and engineering come together – art and science for the masses.

At the same time, however, I know love alone won’t pay the bills. It may have gotten you into this business, but you still need to get paid properly.

So, here’s what I want to do as editor of Canadian Technician. I want to help keep you informed of developments in our industry that will help you do your job. I want to help you solve the problems you face. I want to help you understand vehicle trends so you can steer your business in more profitable directions. And I want to give you a sounding board so you can voice your biggest concerns and demand answers from the people who can give them to you. I’m also a pretty good listener if you want to contact me directly. My phone number and e-mail address is at the bottom of this editorial – and will be in all future issues. It’s not just filling space. Please feel free to call or write about anything that’s on your mind.

I’ll go to bat on your behalf. That’s my commitment to you.

You can reach me at 416/614-5824 or claire@canadiantechnician.ca.

CANADIAN TECHNICIAN 5

LARRY DICKISON

LETTERS One step forward… three steps back?

RE: Aftermarket 2013, August 2008 Bob Greenwood certainly makes some very interesting comments in his article. I truly believe we need some sort of national body regulating ASPs. Turning this industry around is a must, and we need to start now. But, boy, it can be frustrating! I learned that while working with local jobbers to get all the aftermarket players in southern New Brunswick together for a Car Check event during the day and a celebration of the industry during the evening. The idea was to let everyone (jobbers, ASPs, bodyshops, and distributors) get to know one another, share ideas, and find solutions to the problems we all face. Organizing it felt like one step forward and three back! Oh well, nobody said it was going to be easy and we’ll press on.

Doug Reevey Autotec Saint John, NB

Mandatory upgrades for journeymen technicians I’ve noticed that in almost every issue of Canadian Technician there’s at least some discussion about training and the importance of keeping technicians updated. I live in a small community in Alberta, not far from three training centers for apprentices in Calgary, Edmonton, and Red Deer. I’ve asked those institutions time and time again if they’d put on train-

ing courses for journeymen as well, but I never hear back from them. I think the apprenticeship board is totally forgetting about the journeymen once they get their tickets. I believe there should be a mandatory upgrading course that technicians should have to take every five years of their working careers. This would go along way to keep this trade professional.

Richard Edwards Dick’s Fleet Maintenance & Repair Rocky Mountain House, AB

What’s a 710?

Here’s a joke that’s making the rounds on the internet. Hope it gives you a chuckle.

A few days ago I was having some work done at my local garage. A lady came in and asked for a seven-hundredten. We all looked at each other, and another customer asked, “What’s a seven-

hundred-ten?” She replied, “You know, the little piece in the middle of the engine. I’ve lost it and need a new one.” She said she didn’t know exactly what it was for, but this piece had always been there. The service writer gave her a piece of paper and a pen and asked her to draw what the piece looked like. She drew a circle and in the middle of it wrote 710. He then took her over to another car which had its hood up and asked, “Is there a 710 on this car?” She pointed and said, “Of course, it’s right there.”

If you’re still not sure what a 710 is, here’s a picture of one: Jonathan Locke Bowmanville, ON

RIDES

Reader

Rick Gurton, owner of D&R Automotive Service in Waterloo, Ontario, sent in this picture of his 1965 Comet Sedan. It features a mildly modified fuel injected 302 with T5 transmission, 8” rear with 3.50 gears, and disc brakes with custom power steering.

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

OCTOBER 2008

CANADIAN TECHNICIAN 7

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Out

&About

CIAA begins membership drive Shops meet in Edmonton to celebrate the industry and recommit to unity among independents.

By Allan Janssen

M

embers of the Canadian Independent Automotive Association say they’ll pull all the stops to grow their association over the next year.

Committed to the notion of assisting independent shops work together to improve their image and fend off ‘the dealer threat,’ they’ve vowed to increase their numbers and spread across the country.

“This is a concept that’s proven and sound,” said president Dave Meunier at the association’s annual general meeting and convention, held in Edmonton last month. “It’s time we come together.”

Shop owners and managers from 38 of the association’s 85 member shops attended the event and enthusiastically endorsed a plan to bring more shops into the fold over the next 12 months.

“The gloves are off. It’s roll-call time,” said Meunier. “We’re at the crux, and we don’t want to quit when there’s a groundswell of people who are starting to talk to each other and work together and grow together.”

The CIAA was formed in November 2004 with a goal of improving the reputation of the independent service and repair industry and promoting co-operation between independent shops.

The convention featured a number of speakers, including Zara Wishloff of Warehouse Services who spoke about the changing realities of supplier-ASP relationships, management trainer Murray Voth, who examined strategies for succeeding in times of radical change, and Scott Smith, director of government relations for the Automotive Industries Association of Canada, who discussed the progress of the “Right to Repair” campaign.

Bob Greenwood, president of the Automotive Aftermarket E-Learning OCTOBER 2008

Supplier News BAARA donates to R2R fight The Barrie Area Automotive Repair Association (BAARA) is helping its community understand and support the Right to Repair campaign. The group is donating the $5000 raised at its April event, featuring management trainer Kelly Bennett, to the Automotive Industries Association of Canada’s R2R fight. The event attracted over 230 people from the automotive industry. “Events such as these are great because they appeal to so many different audiences,” said Ed Jagt, who leads the BAARA group. “The presentation was entertaining and everyone gained lessons from it that they can use.” BAARA has also worked alongside repair and service facilities in Barrie to collect almost 700 signatures for a petition supporting Right to Repair.

Part store manager wins TV Brett Woods, manager of the NAPA Auto Parts store in Pickering, Ont., won the MAHLE Clevite Canada/NAPA gaskets e-learning promotional prize – an LG XD plasma television. Woods was randomly selected from nearly 400 participants, including NAPA employees and customers.

Participants could enter the contest by completing the NAPA gaskets e-learning program, which was designed and developed by Mahle Clevite.

The web-based e-learning program, available at www.cleviteelearning.com, features product tutorials with graphics, diagrams and detailed text.

Bosch announces new regional business unit CIAA president Dave Meunier urges association members to recruit at least two other shops each over the next year, for the health of the entire industry.

Centre, offered his 10 priorities for aftermarket survival. A member of the association’s board of directors, he praised the CIAA’s ambitious mandate.

“This association is all about changing the culture in our sector of the industry, so that we are more professional, have better incomes, and serve the public better than they’ve ever been served before,” Greenwood said. “That’s why the best of the best come together, to discuss how we can achieve this.”

Meunier said CIAA members are examples of independents who have learned the importance of co-operation, and not treating other independents as competitors.

“Everyone in this room is talking with each other about their businesses, comparing average work orders, productivity numbers, and different management ideas,” he said. “You’re communicating, and collaborating. You’re building community.”

Bosch has formed of a new regional business unit, Filtration Americas, with David Sholtis as vice president and regional business unit leader.

Sholtis had worked for Honeywell International for the last 13 years, the final four as vice president of Autolite products.

Tenneco promotions Three divisions of Tenneco have launched fall promotions. On the Rancho front, consumers who purchase any four RS9000XL or Quicklift units before Oct. 31 will earn a free MyRide Wireless Controller. For its part, Monroe is launching the “Save the Squirrels” program, rewarding motorists who replace their shocks or struts with certificates redeemable on future work. And Walker Exhaust is offering motorists a $30 mail-in rebate through the “Converter Cash” promotion.

Trico’s new VP of aftermarket sales and marketing Trico appointed Brian Norko as vice president of aftermarket sales and marketing. In this position, he will assume responsibility for the aftermarket sales and will report directly to president and CEO, Jim Finley.

UltraFit appointment Exhaust manufacturer UltraFit has appointed Tim Creasy vice president, sales and marketing.

Tim was previously with Beltraine Solutions, and has held positions in the precision-machined parts industry and the industrial capital equipment market.

CANADIAN TECHNICIAN 9

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OUT & ABOUT

Integra Tire rises from ashes of Tirecraft

T

here’s a new Canadian player in the tire game.

Integra Tire & Auto Centres Ltd. has opened for business, following the demise of the 212-store Tirecraft chain.

So far, there are 56 Integra Tire & Auto Centres in the four western-most provinces and the Yukon.

The emergence of Integra Tire & Auto Centres marks a return to the industry for owners David and John Cosco, who originally built the Tirecraft chain.

According to Darrell Sept, president of the new venture, the Coscos ran that company like a family business, avoiding the typical pitfalls that come with rapid growth, and priding themselves on developing strong relationships with employees, customers, and suppliers alike.

In 2005, the Coscos sold the company to an investment group which also purchased Remington Tire (then Canada’s largest independent tire distributor), and the retread company Canadian Treads.

Sept says problems started almost immediately.

“They brought in management that wasn’t familiar with the industry,” he says.

“Through a succession of decision that didn’t pan out, the company was put into receivership in April 2008.”

ÀÊ ` Ì }ÊE } iÊ }°°°

Several attempts to sell the business – either in whole or in parts – failed, and by mid-June the receiver had let the 800 corporate employees go and started taking bids for company assets, including the Tirecraft corporate stores.

The Coscos bought six of them and subsequently started working with Sept to develop the new Integra brand.

The reaction to the Coscos’ return has been enthusiastic from former associate store owners.

“We went from zero to 50 stores in about two weeks,” says shop owner Ivan Brown, who has hung the Integra shingle in front of his busy six-bay shop in Edmonton. “It’s such a great story.”

Sept says the first order of business will be to return the chain to the business model that served them well in the past.

“It really gets back to the relationships we’ve built with people over the years, that they have the confidence in us, in running this program,” Sept says. “Those relationships are really shining through when we speak to people. The tire industry is a good industry, a successful industry. What happened over the last three years with Tirecraft, Remington, and Canadian Treads doesn’t reflect the health of the industry in Canada.”

It fails just for that?!

Kurt Boyko of Fountain Tire in Salmon Arm, B.C., sent this photo of a customer’s truck, in for an out-of-province inspection.“After putting the truck up on the hoist,” he writes,“our tech gave it a little shake to make sure it was set right. He heard a crack, and the picture shows the result. To say the least, the truck did not pass the inspection.”

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

OCTOBER 2008

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CANADIAN TECHNICIAN 11

dlines in the A closer look at some of the latest heathese and on e mor For repair and service world. on the other stories, check out Claire’s blog . site web an nici Canadian Tech

n.ca www.canadiantechnicia adiantechnician.ca E-mail Claire: claire@can

A stand would have been a good idea after all!

WiFi precautions

ces in and even drive around with the devi npote a is their laps. “Be aware that there e imiz min to can tial issue, so do what you not ’re “You . ests sugg he your exposure,” but going to stop your exposure entirely, of a risk re awa ’re you if else hing anyt like you just minimize that risk.”

t for Wireless scan tools are not only grea too. vity ucti prod help they diagnosis, expoA lot of shop ownBut some folks wonder if long-term pttic tem agne be trom may elec ers sure to radio-frequency ces) devi less ed to save some wire y man energy (used by money when it could be risky. The Wireless LAN s that comes to proper Association (www.wlana.org) state TECH TIP ied out a starter cabi carr r pute been com “extensive research… has Remember that old trick of tapping y, entl it to sequ e” Con suad “per des… nets… but here’s to deca mer for more than four motor with a ham ve ar y-ge belie etar ucts plan a prod what can happen N ruin WLA can of rs trick t ture manufac work? Tha p ter chea style star when you their products are safe.” motor. These out. There were no archers believe there may rese e som But a Toronto es osur exp EMF starter motors injuries in this incident, caught at een betw be a connection e financial s ache head ue, have permanent fatig GM dealer recently, but there wer s, lem prob ping and slee g ectin prot to es com it n ges Whe arria . misc ions magnets which implicat and poor concentration – even is ‘better may come loose your equipment, I guess the lesson and cancers. y ersit Univ d ehea when tapped with safe than sorry!’

Lak ces, Taking no chan wire ll insta ard to rew not a hammer, so be r ded you deci ., ose Ont cho , in Sudbury Scrap your car, ago, s a year for cle gentle. Check less technology on campus a few Would you trade a pre-OBD-II vehi any the ge chan send to Or voltage drop, cur? ut and the policy isn’t abo bus pass, bicycle, or car-share d’s ehea a Lak for ert, ange rent draw, power Gilb k exch in eric y time soon. Dr. Fred “lumps” in the yard awa of ause “bec will. feed – the recomyou sion es deci hop the e ven mad Hea t, presiden tax receipt? Car ence evid c prentifi e mended diagnosthe growing concern and scie Many people, techs included, driv and e but old rang This cy uen ons. freq between EMFs in this tic checks.This isn’t a new system, OBD-II vehicles for various reas and s mer r” ham -eve er, ents emb aym health issues.” habits persist. Rem “no-money-down, no-p nitech for the n ce ofte advi is e nce som ! fina has mix ’t cle ert don Dr. Gilb starters approach to vehi scan tools, point A to cians who regularly use wireless most economical way to get from and point B, and parts are often plentiful well priced.

Unfortunately, as Stephanie Nadalin t 19 times points out, “pre-1996 vehicles emi overwhelmed. gesture was never .” . cles nth mo t las one d t kid was me, and his kind goo a Tha t more pollution than other vehi los We ndrou sur e, ay at hom s proforgotten.

Don McLaughlin passed aw Stephanie’s promoting Car Heaven’ cable ily. road the fam off and He also appeared on a localadvice cles vehi nds r frie olde ed by gram to take tres Cen and e p Rid hel urn ng odt eri Go off of w ner sho TV He was the ow throughout Canada. ser vcommitment to on automotive repair and cating in every in Hamilton, Ont., and his ible, including Currently, various local programs edu s wa ty ori red pri inc s n’s wa Do ry . ice “live,” the auto indust suring ards province offer incentives to get any the motoring public, envehicles t AARO director, winning aw renpas a ng ange bei exch in road the off cles ir app ve the oti d registered vehi om oo rst aut g de tin un por y the for his work sup ’t running, uired. His of Drive for various credits. Cars that aren and the ser vice they reqs a large as ying a key role in the launchprogram), pla s, tice but pted wa g ry tin tes ust ind ons r issi ou em registered, or insured are acce for s passion Clean (Ontario’ r than Alliance and aren’t eligible for any incentives othe circle of friends. olvement with Skilled Trades Program (and his inv and rial Award” has been hip ipt.

The “Don McLaughlin MemoHamilton, Ont., to help a free tow and a charitable tax rece Ontario Youth Apprentices). the in e ing ups leg com set up at Mohawk Col A national scrappage program is other industry advisory gro t people in a room full of the automotive sector. students pursuing careers in ’ll be missed, and those He was also one of the firs , who’d known each in January of 2009. Check You e. ers ils.

Rest in peace, Donni rowdy committee memb www.carheaven.ca for more deta kid on the comhout you.

of its greats ne o es s lo y r st u d in e Automotiv

the new other for years, to be nice to feeling out of place and sly iou obv s wa o wh tee mit

meetings aren’t the same wit

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Leadership and focus are the new buzz words in our storm-battered industry.

By Bob Greenwood

Weathering the STORM

R

eaders of Canadian Technician will remember that our last look at industry stats evoked an image of “the perfect storm.”

Well, the storm has not yet dissipated.

If anything, the first six months of 2008 revealed the storm has moved ashore, bringing even more havoc to our industry.

As gasoline prices soared to record levels, consumer attitudes and habits changed rapidly. As the Canadian dollar established new heights, Ontario’s economy was flushed down the toilet. And with increasingly sophisticated vehicle technology and improved reliability, many shop owners’ stress levels reached new heights.

Pondering how to keep shops alive and moving forward is no longer a theoretical exercise to be enjoyed over drinks with colleagues, but is instead the 800-lb. gorilla in the room that must be dealt with right now.

Even the mighty West, with its booming economy, experienced new business realities with staffing issues, rising operating costs, and a changing vehicle mix.

Everyone seems to be asking themselves, “What’s next?”

Early in 2008, Atlantic Canada and OCTOBER 2008

Eastern Ontario received record snowfalls. Day after day, week after week, shops were opening their doors just to clear the snow. Dismal consumer traffic only accentuated the soaring operating expenses. Technicians were frustratingly unproductive – by no fault of their own.

An average 35% decrease in productivity levels and 26% decrease in sales for Eastern Ontario, coupled with a 33% decrease in productivity and as high as 41% decrease in sales for some regions of Atlantic Canada, made many shop owners feel like they were building their business up from scratch.

Real fears emerged in the minds and psyches of many shop owners, and transmitted to staff across the entire industry.

By June, the eye of the storm arrived, allowing the industry to catch its second wind. The better shops started getting focused on productivity levels and catching up with maintenance items on their clients’ vehicles. Consumers started realizing the importance of preventive maintenance as an effective method for both saving on fuel and prolonging vehicle life.

Shop owners began breathing sighs of relief.

The storm, however, is far from over.

Shops across Canada must realize that the skill levels required by technicians and managers must be at their peaks to address the next storm surge on the horizon.

Knowledge gaps must be filled. Diesel and hybrid vehicles are likely to become more common in many markets, as consumers change their purchase patterns.

Similarly, business knowledge, such as the ability to interpret shop numbers for more effective operating strategies, is going to be “job one” for many shop owners. A culture of excellence is absolutely essential for every shop in Canada.

The aftermarket cannot afford to sit on the sidelines, hoping all the ducks know how to fall in line. Leadership and focus are the new buzz words to embrace in every business throughout our sector of the industry.

The following is a brief overview of each region.

Atlantic Canada As mentioned earlier, storm after storm created havoc in this region.

Nevertheless, the shops handled the business that did show up to the best of their CANADIAN TECHNICIAN 15

THE GREENWOOD REPORT

abilities. Overall shop gross profit was stable coming in at 62.4%; however this is far from the 70% required for shop financial stability and business growth.

The overall percentages are fooling the sector – it’s not percentages that makes a business run, rather it’s the dollars retained that tell the real story.

Commodity prices are changing with the Pacific Rim influences settling in, and if management only watches the business percentages, rather than calculating the business dollars required to make the business work, the business will be in jeopardy. Shop door rates in this region are a minimum $15 too low for maintenance and $30 too low for diagnostic ability, based on the current pay scales and competency of the region. Shops must learn and reformat their business, and then capture new opportunities entering this region of Canada over the next 10 years. Understanding the dollar-value to the business for jobber “first call” loyalty, and developing that kind of business relationship will be critical to move the business forward. Learning how to take charge and manage client’s vehicles pro-

fessionally are important realities to discuss and address, to ensure aftermarket sector survival and growth. Currently, vehicles aren’t being serviced professionally as this region averages 1.3 billed hours per invoice – a far cry from the 2.0 to 2.5 hours required.

Ontario Ontario’s economy is in the toilet, as the manufacturing sector totally fell apart.

Consumers and businesses both have negative attitudes – serious problems that must be addressed.

The math doesn’t lie. We’ve over worked the shop owners and staff (the remaining retained staff). Everyone’s trying to do more with less. This approach didn’t work in the early 90s and it won’t work today. We’re in the relationship business and the people business. That means spending time with each client to understand and educate them, and effectively managing their vehicles on their behalf, ensuring vehicle safety and reliability.

Currently, the staffing levels and processes aren’t in place to accomplish that.

We must help and take charge when

the consumer (client) is under duress. We must slow down and get shop productivity levels consistently between 75% and 80%. We must bring the shop’s total gross profit up from an average of 60.9% to 70% by managing better, not by trying to price ourselves into prosperity. Pricing for prosperity can’t happen. Technical and managerial competency will win in the end.

Focus on training in every corner of the shop. This is required now to address the new technology and management ability required to take advantage of opportunities on the horizon. If the shop owner doesn’t address this, the second half of the storm will be devastating. The economy will rebound within the next year and a half, thanks to U.S. actions to repair their economy. However, so many profitable opportunities are in front of Ontario shop owners right now, if they’d just open their eyes, shop profitability could soar.

Western Canada The boom may soon become a slow, devastating bust – and the only reason for that is management complacency. Shop numbers appear to be outstanding in our

Canadian Independent Automotive Shop Survey • June 30, 2008 Parts GP% (Aftermarket)

Parts GP% (Dealer)

Total Bay GP%

Average Hoists per shop

Oil GP%

Tires GP%

Batteries GP%

Eastern Ontario

42.0

25.0

25.6

37.5

26.1

59.2

3.0

Central Ontario

43.8

24.3

30.0

38.5

22.5

60.4

3.1

Southern Ontario

43.7

22.4

25.1

43.9

30.0

63.1

3.1

Ontario Average†

43.0

23.6

27.2

41.9

28.0

60.9

3.3

British Columbia

38.8

25.2

31.3

43.2

26.7

64.3

3.4

Alberta

47.0

32.2

36.3

48.6

38.6

64.6

4.8

Sask + Man

35.8

20.0

31.3

53.5

27.1

63.9

7.0

Western Canada

43.6

29.2

34.1

46.5

33.2

64.1

4.4

Atlantic Canada

35.0

21.7

31.7

42.0

27.1

62.4

3.5

40.9

24.4

25.7

42.6

27.5

62.5

4.0

CANADIAN AVERAGE † † (weighted by response)

16 CANADIAN TECHNICIAN

OCTOBER 2008

Av M

report, however the mask of mid and heavy duty work is buried into the picture, since shops are not separating their mid to heavy duty work from regular consumer maintenance work. Consumer vehicle maintenance work should come in at an average of 2.5 hours per invoice if we are truly serving them professionally, but we are seeing numbers more in the 1.6 to 1.8 range. The shops are too busy banging fleet work in and out, which affects not only lost opportunity and shop profitability, but in the end will affect consumer (client) confidence in the shop’s ability and credibility. This region also lacks confidence in its ability to address the future – exactly what apathy in boom times produces. Bay gross profits are not near the required 70% (averaging 60% to 63% over the past two years), and business costs have been steadily rising (wages especially). Although door rates appear to be the best in the country, the wage costs are also the highest in the country. Door rates are not priced right yet to meet the high wage and training costs required to stay on top of the game.

Management must take control of this…

or the second half of the perfect storm will slam Western Canada with devastating affects.

Combating apathy Canada’s automotive aftermarket has so much opportunity right now, however typical Canadian aftermarket apathy could cause the aftermarket to miss it, which in turn means we would continue to see a shrinking sector.

This is unacceptable.

Shop productivity is the name of the game. Management, technical, and business knowledge become the sector’s absolute market advantage when embraced. Client vehicle management is the new process, and retaining competent staff is the new challenge. With the right focus, our sector can stand up to the storm and ride it out. Every region of Canada must understand and believe this.

Remember that $1 spent in effective advertising produces $2 in sales to the business, but $1 in effective education produces $40 in sales to the business.

Technical, business, and soft skill training must be heavily embraced by the after-

market to retain and sustain our consumer’s confidence and to move each business’s profitability up to the level required for prosperity.

Ignoring these things will be our biggest regret.

Flex your business leadership muscle and embrace the aftermarket opportunities the perfect storm has brought to the shores of our sector, and be properly prepared when the current calm eye of the storm leaves our area – introducing us to the strongest and most violent part of the system yet.

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

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

greenwood@aaec.ca.

Average Labor Productivity % per Technician

Hourly Labor Rate (Mechanical)

Hourly Labor Rate (Diagnostic)

Parts Sales Aftermarket %

Dealer Parts Domestic %

Dealer Parts Import %

Average % parts purchased from main supplier

46.7%

45.5

$89.50

$117.50

79.0

15.5

5.5

63.5

$12,461

30.0%

85.2

$85.99

$106.99

85.3

10.8

3.8

79.3

2.3

$13,208

22.5%

94.2

$82.48

$106.73

80.0

12.8

7.1

86.0

$16,350

2.3

$11,850

34.7%

81.3

$85.05

$107.71

82.1

12.3

5.6

80.1

$19,139

2.3

$13,165

23.3%

83.8

$92.31

$115.77

78.2

14.0

7.8

72.1

$24,206

3.9

$13,398

6.7%

75.6

$104.25

$153.84

75.0

17.2

7.8

70.0

NEDA*

4.0

NEDA*

15.0%

NEDA*

$89.78

$130.84

NEDA*

NEDA*

NEDA*

NEDA*

$17,826

2.9

$13,720

16.5%

80.5

$100.21

$139.81

76.2

15.4

8.4

72.7

$13,348

3.3

$6,488

42.5%

60.1

$62.67

$76.00

75.0

18.3

6.7

68.3

$17,490

2.9

$9,378

26.7%

63.6

78.7

14.7

6.6

73.2

Average Number of Full-Time Technicians

Average Monthly Labor $ Per Technician

$10,853

2.0

$6,927

$20,719

2.2

$20,242

verage Total onthly Sales per hoist

Percentage of Time Owners spend working in bays

$86.71 $115.38

* not enough data available

OCTOBER 2008

CANADIAN TECHNICIAN 17

A Question of can help them find a facility that will do the patch job.

Bill Flynn Integra Tire & Auto Center.

Edmonton, AB

No guarantees

Patching things up A customer wants a cheap patch-up job, rather than a proper repair.

It’s clear he is the type of customer who prefers continual patch jobs.

Do you fire the customer?

You’ll be blamed for shoddy work Yes, I’d fire the customer. It’s only a matter of time before something happens and you’ll be to blame. In most cases you can make a customer understand the difference between a patch-up and a proper repair, because the proper repair will last much longer.

Maurice Michaud Active Green + Ross Newmarket, ON

Do the job professionally Doing a job properly and professionally is the only way to go. I’ve worked in the past with technicians who will “MacGyver” a job or cobble things together. That just isn’t right. Besides the obvious liability issues, once you start patching, your professionalism starts to fail. Also, you’re training your customer to expect patch-up repairs in the future. They’ll invite their other patch-job loving friends. Soon that will become your business model. There’ll always be someone to patch-up repairs or poor inspections. Let them take the risk and look unprofessional. You need to fire that customer.

Harley Daresi Dave’s Auto Milton, ON OCTOBER 2008

Do the math Our policy is to repair things right the first time. I explain to the client that patching something is like getting a loan to pay your bill – the problem’s still there, you paid a whole lot of interest, and in the end you still have to fix it right. Too many times shops get caught trying to save the client money by doing half jobs or fast jobs... they always come back and bite you. So yes, fire the client.

Frank Fleury Master Mechanic Autopro Duncan, BC

This wouldn’t happen Would I fire the customer on this basis only? No. If he is always looking for a patch job, then he’s obviously a price-conscious customer, and wouldn’t be coming to us in the first place. It would be in his best interest to take his business elsewhere.

Derek Booy Steve’s Automotive Woodstock, ON

We don’t do patch jobs No. We would politely and professionally inform the client that our facility does not provide that type of service. We inform and educate them about our shop. If they still want a patch job, we

If I thought a patch job would work, I’d offer to do it, provided he understands there’s no guarantee with this type of repair. I’d also invite him to return when it fails and he wants the job done right. His rationale at the time might simply be that he’s waiting for his next paycheque. I can work with him if that’s the case.

Tim Chasse Main Street Auto Service Stouffville, ON

Note the facts on the R.O. We wouldn’t want to upset someone who might recommend us to their friends and family. We would, however, document any “patch jobs,” noting on the work order that it’s only a temporary fix and not the full repair. We’d also give the customer an estimate for fixing the vehicle properly.

Simon Manintveld Simon’s Caddy Shack Oakwood, ON

Encourage the full repair We wouldn’t fire the customer. An estimate for the proper repair would be given to him, along with encouragement to repair properly. There could be a number of circumstances that lead your customer to request a temporary procedure, including budget constraints or plans to sell the vehicle.

Paul Hyatt Superior Tire & Auto Toronto, ON

You just can’t generalize That depends on the customer, the repair, if there’s a liability element involved… so many different things. Each situation is unique so we don’t have a standard answer.

Eli Melnick Start Auto Electric Toronto, ON CANADIAN TECHNICIAN 19

MAXIMUM PRODUCTIVITY “John”

is one of the best technicians out there. He can fix anything, and never gets comebacks. Any shop in town would love to hire him… but his current boss wants to throttle him.

You see, John may be a great tech but his productivity is terrible. And the whole business is suffering as a result.

He usually starts the day by walking in at least an hour late, then stops for a smoke as he chats on his cell. He grinds to a halt each time the coffee truck rolls by, and he always takes an extra long lunch.

His girlfriend is “dramatic,” so he makes a few calls during the day to calm things down – plus he takes calls from his large circle of friends, all of whom want advice on fixing their vehicles.

John often complains about how little money he makes compared to other technicians who don’t have his skills and licenses, and he’s becoming madder and madder about it. His employer gave up on changing John’s behavior long ago, choosing to be grateful for having a competent technician rather than lamenting poor productivity.

Pity.

There really is a John, and I know he’s reading this article – likely in the middle of a customer’s repair job. Productivity may not be important to him, but it sure is to most techs and owners.

If it’s important to you, consider these suggestions from people with real-world experience, who understand life in the service bays. They go beyond the simple things like showing up on time and hanging up the phone – because you’re far too busy to waste time reading about obvious things.

• Keep everyone in the loop.

Communicate with service writers and let them know right away if a vehicle won’t be ready on time, needs extra parts, or needs additional work.

Understand which jobs are priorities.

Tag broken equipment. Face it, communication is one of the best – and cheapest – ways to improve productivity and keep everyone happy.

• Time-frame the day. Know what needs OCTOBER 2008

with minimal problems

By Claire Newman

Most technicians have only one thing to sell – their labor. Here are some tips on how to maximize that valuable resource. to be done and focus on achieving that goal. True, this does make end-of-day, “just-one-more-thing” requests completely unpalatable, but it helps productivity knowing what to expect throughout the day.

• Create a reference centre. Waiting in line to look something up, or waiting for something to load, isn’t just a waste of time, it’s also frustrating.

Consider having a computer just for reference material.

• Stay focused. Breaks are important, and people have lives outside of work (hopefully), but minimizing distractions is important for the bottom line.

• Minimize travel times. Keep waterless hand cleaner close to the service bays for fewer trips to the sink.

Consider hoists with controls on both sides. Limit the number of trips back

and forth for parts. Small amounts of time add up, so do small amounts of money.

• Stay organized. Consider how many minutes each day are wasted looking for something that wasn’t put back properly. Now consider that amount of time per week, or even per year. Organization pays off, so it’s worth the extra effort.

• Share experiences. Exchange ideas with other technicians and managers at training, forums, or meetings.

Someone else may have great thoughts or shortcuts to share. When we all help each other out, we’re stronger and more efficient. If we stay independent and isolated, we make things more difficult for ourselves.

• Help your co-workers. Working with someone often creates more productivity than two individuals alone. Or at the CANADIAN TECHNICIAN 21

very least, the workplace becomes more enjoyable.

• Keep the incentives relevant. Golf games or pizza lunches may not appeal to everyone, especially if the productivity goals aren’t realistic. As Dave Parke from Richmond Hill Pontiac Buick says, “understand what motivates that particular person… and set goals that are attainable.”

• Face the tough problems. Don’t turn a blind eye to chemical dependency, emo-

tional upheaval, or other problems. One employee’s problems can (and do) affect the entire shop. Ignoring the situation won’t make it better or make it disappear.

• Find another line of work. Someone who truly hates the job or the shop will never be productive, and makes everyone else unhappy. Be honest – it may be time for change.

Techs on flat rate have an extra incentive for increasing their productivity:

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directly increasing their pay.

“Flat rate is so cut-throat,” says Len Grieve of Red River College in Manitoba.

He’s trained technicians who work on both flat rate and hourly pay systems, and prepares apprentices for the reality of working in a shop environment – and he’s helped turn shops from money-losing duds into profitable winners. “Money is not the savior of all things,” Len says. “It can lead to more comebacks – that’s backwards productivity – that’s a tough thing.”

Len has a few suggestions especially for flat rate shops. “Management could offer a cash bonus for no comebacks, or even show employees how much money the technician loses on shoddy work.” He also suggests pooling hours throughout the shop – but excluding the employee with the lowest hours from the pool to limit resentment among coworkers. Flat rate’s used in many shops, so it’s important to work with the system to get the best outcomes for everyone involved.

Tom Ham, from the Automotive Management Network, recommends a combination of compensation systems to balance employer and employee needs.

“What I like the best with the pay systems is blending them together,” he says. “Half hourly or salary, half flat rate. So the hourly pay is set at about half of normal.

The flat rate is also set at about half of normal. Then they’re added together for total pay.”

One important note about the flat rate pay system: no matter what an employer’s own business policy may be, flat rate employees are still protected by labor laws which vary from province to province. These usually include a minimum wage, extra payment for overtime, regulations for holiday and vacation pay calculations, and strict limits on deductions from wages. It may be worthwhile reviewing the laws where you live or work if you’re unsure about anything.

Flat rate or not, productivity comes from having the tools, knowledge, and experience to do a job well. Scott Haight from Centennial College in Toronto offers this advice: “have the confidence to try something new, and then try it again – it always gets easier.”

There’s no need to follow John’s example and develop his attitude. Improving productivity is possible if you’re ready to do the work.

OCTOBER 2008

ELECTRONIC

PARKING BRAKES

These systems don’t just move cables – they work with the vehicle’s programming and hydraulic systems too.

Are you ready for the challenge?

E

lectronic parking brakes are becoming more widespread.

“Our system was introduced on our 7-Series in 2001 and has since transferred to recent X5 and X6 models,” says Rob Dexter of BMW Group Canada.

GM’s using them now too.

“First application of this system is on the 2009 Cadillac CTS-V,” says George Saratlic of General Motors.

“It’ll then be rolled out on other GM Testing an electric parking brake, at Continental models as we go forward.”

Most electric parking brake sys- Automotive Systems, between -40 degrees tems either use a conventional Celsius and +90 degrees Celsius. cable-operated braking system, with a motor activating and releasing the and can activate when you’d least expect cables rather than some type of lever (typit – and the result could be painful. ically used by BMW, Lexus, Jaguar, Late model Mercedes-Benz vehicles, Lincoln, and most Land Rovers), or a for example, with Sensitronic brake small, powerful motor on each rear control (SBC), can apply the parking caliper to move each caliper’s piston back brake using the ABS pump and an accuand forth (typically used by Mercedes, mulator, when triggered by something Audi, and VW). as simple as opening the driver’s door, Interestingly, these motors usually without any requests from the driver. aren’t powerful enough to stop a moving Thousands of pounds of pressure can be vehicle by themselves, but they can hold applied to the calipers in just seconds – the vehicle in place once it stops – think bad news if unsuspecting fingers are in of a window motor and you’ll have an idea the way. of the force involved. If the parking brake Relieving the pressure and disabling switch is pressed while the vehicle’s in the system before you start work on those motion, the main braking system is usualvehicles is essential – there’s a special tool ly involved in stopping the vehicle, along for the job, and an aftermarket version’s with the programming algorithms in the available. This process sets codes, but brake control module. tool can also reset the system and clear The CTS-V’s module checks its temperthe codes. ature before applying the brake, to preElectronic parking brakes aren’t new vent freeze-up. Also, the brake can’t be and they’re becoming more common. Just applied or released without electrical keep in mind that these systems may need power – something to remember if you a bit of extra care, and may look for unexneed to push a disabled vehicle around pected inputs before activating. the lot.

Understanding what to expect will preMost importantly, be aware some of vent injuries, and keep service quick and these systems have minds of their own, problem-free.

OCTOBER 2008

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2004 Pontiac Montana comes in with the ‘Check Engine’ light on. A quick scan reveals a P0440 code – major evap leak.

Simple fix, the gas cap wasn’t on. So you install the cap and clear the code. You’ve invested a total of six minutes into this car.

Now, what do you charge the customer?

How about $90? That’s the view of one shop owner I spoke to.

It’s his minimum diagnostic rate, and it’s entirely justified, he says, because he’s invested plenty in the tool, the training, and the overhead to make this ‘simple fix’ possible.

Others disagree, saying a job that takes six minutes is the ideal loss-leader. Give it away and you make a friend for life.

What do you say? Is it ever OK to give it away?

“It boils down to a judgment call,” says John Watt of PetroCanada’s Certigard chain of shops. “A customer who brings all of his work to me is worth keeping. Giving him a half-hour of his technician’s time may be worth it because he is so loyal.”

Watt stresses that Certigard doesn’t dictate how their franchisees charge, but the company does recommend charging for diagnostics as a general principle.

“It takes up the time of a technician,” he explains, “and a technician should not be spending any time where he’s not generating revenue.”

Jamie Holmes of the Master Mechanic chain also says his recommended policy is to charge for diagnostics.

“When a Check Engine light is on and you have to hook up a scan tool, there’s a standard charge,” he says. “We’re just going to go in, record the code, and then report on what the problem appears to be.”

But every step along the way, the customer has to know what they’re getting, he explains. And with diagnostics, the customer is getting a thorough evaluation of the vehicle by a trained expert.

“After you’ve purchased the tool, and had it updated for $600, and after you’ve subscribed to an information system at $200 a month, and paid for the training of your technician, you’ve got a lot invested. The diagnostics may take only 15 minutes, but it cost you that 15 minutes plus the information, tools, training.”

Last year, the Mister Transmission chain of service shops tried an experiment. They offered to read trouble codes for free. The idea was to get cars with the Check Engine light on into the shop.

“It occurred to us that if we offered to scan these vehicles, at no charge, simply to get people to visit us and see our facilities and expertise, we could impress them,” says Randy Moore, vice president of Mister Transmission. “Well, we got thousands of vehicles in our stores. Thousands! It wasn’t just a trickle. It was a flood.”

Over 60 per cent of the cars they saw were model years 2000 or newer, and each one had to be scanned and reported on.

OCTOBER 2008

Simple fixes were done on the spot. More complex problems were referred to local repair shops.

The mass giveaway was viewed as a promotional event. “From that perspective it was a huge success,” says Moore.

“Ultimately we decided not to renew the program because some automotive service providers thought they were losing business to Mister Transmission. That was certainly not our goal.”

He believes it can make good business sense to give away small services to thank a loyal customer.

“If you’re talking about a client who comes in three, four, or five times a year, and you get all their business, I think it’s justified to say, sure, I’ll take care of this minor repair at no charge. It’s not a major job, it’s a four-minute scan at best, there’s not a lot of diagnostic time required. But if you’re talking about someone you’ve never seen before, who just wants to take advantage of your expertise, who drops by without an appointment and expects immediate service, I think it’s fair to charge them for the service they expect.”

The true value of diagnostics, says Watt, is that while it doesn’t always pinpoint the exact solution to a problem, it will narrow down the options, and speed the repair process.

“When you look at diagnostics as a procedure, it becomes very clear that customers have to pay for a procedure,” he says. “And if, even after all that work, you don’t have a solution, at least you’ve eliminated 14 possibilities of what could be causing the problem. The charge is for eliminating those 14 possibilities.”

Without diagnostics, even the best shop is forced to take their best guess. If the guess was wrong, either the customer or the shop is on the hook. And diagnostics – even so-called “quick and easy” jobs are not inexpensive, says Holmes.

“Here’s the issue with giving diagnostics away for free, you’re giving away your labor inventory. As a shop owner, you are essentially selling your technician’s time, and when you don’t charge, it’s just vaporizing.”

He believes shop owners who are afraid to charge for diagnostics have trouble understanding the true value of the services they offer.

“There’s a lot of emotional baggage OCTOBER 2008

being carried by a lot of shop owners. They want everyone to like them,” says Holmes.

“It’s our own mentality. And maybe it comes from many, many years of being looked down upon, but we tend to look down upon ourselves, and we don’t always see the value we offer.”

It can be scary trying to charge $90 for a six-minute service, no matter how justified the rationale is.

When you do decide to give away

diagnoses, Watt advises shop owners to think of it as a promotion. “Every promotion costs money. You’re investing a halfhour of a technician’s time on a vehicle that has a check-engine light on. That light is on for a reason. Not only are you attracting a vehicle to your shop, you’re attracting a vehicle with a problem to your shop.”

What you do to keep that customer is ultimately up to you.

CANADIAN TECHNICIAN 25

Wrench set Matco has introduced a new10-piece metric flex ratcheting wrench set with a zero-degree offset box end and an extra-long beam for greater reach. It can loosen or tighten any 6pt, 12pt, spline, torx, or square fasteners, and can even deal with up to 50 per cent rounded corners. Sizes included in the set are 8mm-19mm. www.matcotools.com

New diagnostic tool Snap-on has introduced the Verus, its new top-of-the-line wireless, touch-screen, handheld diagnostic tool. It displays multiple applications, in different windows, at the same time thanks to a Windows XP operating platform. Verus has an 80GB hard drive, and wirelessly accesses online parts suppliers, e-mail, OEM sites, and technical forums provided there’s Internet access available.

26 CANADIAN TECHNICIAN

reflector provides a long-range targeting beam with peripheral illumination to aid in navigation. Both run for up to 1.75 hours at high output on one charge, up to 3.5 hours at medium brightness, and up to 6.75 continuous hours at low brightness. www.streamlight.com ShopKey subscribers can view their complete repair information system on-screen alongside the scan tool, scope, or meter. The new tool is J-2534 compatible. http://diagnostics.snapon.com/verus

Rechargeable flashlight Streamlight has introduced enhanced versions of its Stinger LED and Stinger DS LED rechargeable flashlights, providing 18,000 candela (peak beam intensity) and 140 lumens measured system output.

Streamlight’s proprietary deep-dish parabolic

Lighting buyer’s guide The latest Product Buyers guide from Grote has over 140 new or improved products in a colorful, easy-toreference catalog supplement. The products featured include a wide range of automotive lighting applications, featuring new LED configurations, clear lens products with colored diodes, and Grote’s own WhiteLight LED technology. www.grote.com

OCTOBER 2008

Modules and sensors ACDelco added 136 “all makes” remanufactured electronic control modules and mass air flow sensors to its emission and fuel injection product line, covering vehicles up to model year 2007, for both GM and non-GM applications such as Ford, Chrysler, and Imports. GM application coverage will include both past and late model applications where GM’s new vehicle warranties no longer apply. www.acdelco.com

Battery charger and maintainer Batteries become sulfated when they aren’t kept at full charge, that’s the main reason for premature battery failure. OTC’s smart battery charger and maintainer is designed to

charge and maintain serviceable 12-volt lead acid batteries used on cars, motorbikes, and other vehicles using a patented five-stage automatic 5-amp switch-mode charging system. The new tool diagnoses and rescues drained batteries, restores batteries that are slightly sulfated, and automatically switches to float mode once the battery is completely charged. During engine control module reprogramming, the Smart Battery Charger and Maintainer helps maintain proper battery voltage and prevents damage to module. It also maintains the charge levels of batteries in storage or that receive occasional use – meaning seasonally used batteries are protected during the off-season and kept ready for their next use. www.otctools.com.

Trunk lid pull-down motors Dorman introduces new to the aftermarket trunk lid pull-down motors. This program offers direct OE style replacement trunk motors covering OCTOBER 2008

more than four million vehicles. The motors are 100-per-cent new and cover the most failure prone applications. Now you can replace the piece, not the assembly (#747-001). www.dormanproducts.com.

Corded task lights and reels Cliplight has unveiled a line of all-new Hemitech work lights, made of extruded aluminum. They feature a unique hemispherical lens design for a wide 70-degree

beam with no hot spots or halos. An easy-to-replace lens shield protects the lens and LEDs. Cliplight says they’re built “shop tough” to give 10+ years of reliable performance. www.cliplight.com/automotive

Your customers don’t need Q HorsePower as much as Ferrari owners do. They need it more. ™

™

Q HorsePower

from Quaker State

®

No leading synthetic oil delivers more power.* •Heat-activated friction technology fights power-robbing friction • Helps maximize your horsepower under all throttle conditions •Recommended by Ferrari for every oil change •See Q power.com

UN LEASH ALL YOUR HORSES.® *Q HorsePower™ full synthetic motor oil SAE 5W-30 tested vs. leading synthetic SAE 5W-30s. Ferrari recommends Q HorsePower™ SAE 5W-40 and SAE 10W-60 for its cars. ©2008 SOPUS Products. All rights reserved.

CANADIAN TECHNICIAN 27

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20. Instrument used to make a rotating object appear to move slowly or remain stationary (such as a timing light).

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Loud noise.

Not retailers. _________ matter (diesel emission).

They made the Pony.

Manufacturer of nitrous systems for automobiles.

Business entity (abbreviation).

Pontiac vehicle, introduced in 1973.

Not gross.

Hockey legend Bobby _______.

Small Dodge vehicle.

Skin irritation.

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A monthy prize pack and be eligible for the Grand Prize of an Apple 80G ipod.

Name:

S

PERFORMANCE YOU CAN TRUST Win a monthly prize pack of a Goodyear Engineered Products branded polar fleece jacket, golf shirt and baseball hat. One grand prize of an Apple 80G iPod will be awarded.

OFFICIAL RULES AND REGULATIONS 1. To enter, print your full name, workplace, work address, telephone number, and e-mail address on the official entry form and post it to Canadian Technician magazine, 451 Attwell Drive, Toronto, ON, M9W 5C4. Or fax it to 416 614-8861.

2. Only one ballot per person.

3. Entries must be received no later than 8:00 p.m. EST on the closing date.Closing dates for 2008: May 2008 Goodyear AutoPuzzle: August 17, 2008 June 2008 Goodyear AutoPuzzle: September 17, 2008 August 2008 Goodyear AutoPuzzle: October 17, 2008 September 2008 Goodyear AutoPuzzle: November 17, 2008 October 2008 Goodyear AutoPuzzle: January 17, 2009 November 2008 Goodyear AutoPuzzle: February 17, 2009 December 2008 Goodyear AutoPuzzle: March 17, 2009 Canadian Technician will not be responsible for late, lost or destroyed entries and, as well, any accident, printing, administrative or other error of any kind in connection with this contest. NO PURCHASE NECESSARY. 4. GRAND PRIZE: There will be one (1) grand prize available to be won, consisting of an Apple 80G iPod, having an approximate retail value of $260.00 each. The approximate retail value of each prize is that stated by the supplier of the prize as being in effect thirty (30) days prior to the launching of this contest.

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WIN $

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June 2008 Auto Puzzle A

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Quality _____ is a sign of a professional technician. ___ by a thread.

Teammate.

Yaw ____ sensor, part of the rollover prevention system.

Not FedEx. Canadian version of the American Automobile Association (acronym).

CARS-Council president, ____ Bell.

Strange.

Alan _____, M.A.S.H. star. ____-Bodied.

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OCTOBER 08

AUTO PUZZLE

2

Congratulations to Casey Cats from Windsor, Ont., for solving our June 2008 puzzle. Casey wins a Goodyear Prize Pack.

Send your solved puzzle to Canadian Technician.

We’ll draw a winner on Jan. 17, 2009.

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

Workplace:

5. A random draw will be made by Newcom Business Media from all eligible entries received on or before the CONTEST CLOSING DATE. In order to win, the selected entrants must first correctly answer a time limited mathematical skill testing question without assistance or mechanical or electronic aid and will be required to sign a standard declaration and release form confirming compliance with the contest OFFICIAL RULES AND REGULATIONS and acceptance of the prize as awarded. No substitution for, or transfer of the prize, will be allowed except that in the event the stated prizes are unavailable due to reasons beyond the control of Canadian Technician, a prize of equivalent nature and value will be available to be won. The prize will be delivered only to the confirmed winners.

6. The contest is open to all residents of Canada who have reached the age of majority according to the law of the province in which they reside, except, and employees of Canadian Technician, its affiliated companies, its advertising and promotional agencies and all persons residing in their respective households. If a selected entrant has not reached the age of majority in the province in which he or she resides, the authorization of his or her parent or legal guardian will be required in order to participate in the contest and accept a prize as awarded.

7. The chances of being selected depend upon the total number of entries received.

Canadian Technician reserves the right to cancel or suspend this contest in the event of any accident, printing, administrative or other error of any kind. This contest is subject to all applicable federal, provincial and municipal laws. Only one prize per family, household or address will be awarded.

8. All entries become the property of Canadian Technician, address, and no correspondence will be entered into except with the selected entrants who will be notified by mail or telephone. Entrants, by entering this contest, consent to the use of their name and/or photograph, without compensation, in any future publicity carried out by Canadian Technician.

Work address: Phone: email: Question of the Month: Do you try to dissuade customers from using “white box” parts?

The GOODYEAR (and Winged Foot Design) trademark is used by Veyance Technologies, Inc. under license from The Goodyear Tire & Rubber Company.

Goodyear Engineered Products are manufactured and sourced exclusively by Veyance Technologies, Inc. or its affiliates. The Gatorback trade name is licensed to Veyance Technologies, Inc. by The Goodyear Tire & Rubber Company. ©2008 Veyance Technologies, Inc. All Rights Reserved.

Veyance Technologies Canada, Inc.

* Answers may be published in Canadian Technician.

continued from page 30 put his left hand on the inlet and his right hand on the outlet. If he gets second degree burns on one hand but third degree on the other, then we know it’s working fine!”

I gasped. “You’re joking, right?”

“Of course!” he laughed. “Not even Beefus is that dumb. No, we used a heat gun to check the inlet and outlet temps.

Everything looks great.”

I relayed the information to the crew.

“Did he have anything else to add?” asked Tooner.

I coughed. “Uh, yeah. He’s gonna send over his spare elephant. He hears we’ve got an egg that needs babysitting.”

“Sheesh! Can’t I read a couple of books in peace?”

“Cut us some slack, Toon. For years none of us thought you could even read.

We’re actually happy for you!”

Tooner rolled his eyes. “Look, Jerry’s quick check with the temperature gun is okay, but it’s not real accurate. What he should be doing is drilling a hole before and after the converter and using the gas probe to check things out.”

Basil shrugged. “Or putting raw propane through a hot engine without it running and measuring the results. But I doubt that TwistyBend Mufflers has that kind of equipment on hand. If I were you, I’d just tell him to replace the cat and see what happens.”

After much arm-twisting, Jerry installed another converter. This time the little Escort passed the emissions test with flying colors.

I went into the lunch room to announce the good news, but all the guys had their noses buried into books – books like Yertle the Turtle, and Green Eggs and Ham. Beanie looked up. “Hey, if only we’d read Tooner’s books sooner. Look at this one – ‘The Cat in the Hat Comes Back.’

Get it? ‘The Cat is a comeback!’ – it’s like prophetic or somethin’!”

I almost made a caustic reply, but figured I should model some patience. To do that successfully, I find it helpful to count to 10 in my head before speaking.

So I did.

“One fish, two fish, red fish, blue fish…”

OCTOBER 2008

ADVERTISER INDEX Advertiser

Page

Website Address

Phone

Automotive Aftermarket E-Learning Centre

24

aaec.ca

1-800-267-5497

ASC Industries 2100 International Parkway North Canton, OH, 44720

6

www.asc-ind.com

1-330-899-0340

www.raybestos.com

1-800-665-4741

Affinia (Raybestos Brakes)

31

AIA Canada

18

aiacanada.com

CARQUEST Canada 36 Worcester Road Toronto, ON M9W 1K9

14

www.carquest.ca

Contact local rep

De-On Supply

24

www.deonsupply.com

1 -800-824-4115

Diagnostic Solutions

22

GE Nighthawk

20

www.gelighting.com/nighthawk

Goodyear

28

www.goodyearbeltsandhose.ca

1-888-275-4397

Hella, Inc.

11

www.hellacanada.com

1.877.224.3552

Motorist Assurance Program of Canada 25

www.motorist.org

905-726-8886

Diagnostic Newmarket, Ontario Solutions Inc.

905-853 0199

Matco Tools 25 Karissa Lane Holland Landing, ON L9N 1R6

12

www.gomatco.com Franchise Opportunities

1-866-BUY-TOOL 1-800-368-6651

NAPA

10

www.napaonlinecanada.com

1-866-GET-NAPA

4

www.ngksparkplugs.ca

1-877-2-Sparky

Pennzoil-Quaker State 1101 Blair Road Burlington, ON L7M 1T3

27

www.pennzoil.com

1-800-263-6200

Permatex 8450 Lawson Road, Unit 1 Milton, ON, Canada L9T 0A4

23

www.permatex.com

1-800-924-6994

Redline

26

www.redlinedetection.com

877-55-SMOKE

Snap-on Tools of Canada 2325 Skymark Avenue Mississauga, ON L4W 5A9

2

www.snapon.com

1-800-734-2676

SPX Canada 5695 Whittle Road Mississauga, ON L4Z 3P8

8

NGK Spark Plugs Canada Limited 505 Apple Creek Blvd. Unit 1 Markham ON L3R 5R1

w w w. r e d l i n e d e t e c t i o n . c o m

WORLDPAC Worldpac

32

www.genisysotc.com Contact local agent

www.worldpac.ca

800 463-8749

CANADIAN TECHNICIAN 29

The Car Side

By Rick Cogbill

A little light reading helps point the crew in the right direction.

I was driving past the library when I screeched to a halt beside a battered old Chevy pickup parked next to the curb.

This truck was obviously in the wrong part of town and I was certain something was wrong.

Jumping out, I looked underneath for any tell-tale puddles of oil or antifreeze.

Seeing none, I opened the hood to check for damage.

“Slim! What in blue blazes are you doing?”

I swung around. “There you are!” I gestured towards the truck. “I figured you must be having engine trouble, so I …”

I stopped and stared. “Uh, Tooner, what’s that in your arms?”

“What does it look like? They’re books!” He pointed behind him. “In case you haven’t noticed, that’s the library.”

Tooner’s eyes narrowed. “Does this surprise you?”

Surprised wasn’t the word. I was shocked to discover a side of Tooner I’d never seen before. “Er, not at all! Say, who’s your favorite author? Tolstoy, Dickens, John Grisham…?”

Tooner sniffed and pushed past me. “If you must know, it’s Theodor S. Geisel, a prolific writer and illustrator with over 60 books to his credit!” He glared at me. “His political views happen to coincide with my own.”

And with that he drove away, leaving me to ponder Tooner’s literary pursuits.

On Monday morning I told the crew what I’d seen. “Who’s Theodor S. Geisel?” asked Beanie.

Basil chuckled. “Better known to you, Bean, as Dr. Seuss.”

Just then our elder technician arrived for work. “Hey Toon!” I chortled. “Got any Oobleck remover? I’ve got a throttle body to clean!”

“Yeah,” howled Beanie. “I need to borrow your stethoscope. I think I heard a Who!” Basil came to Tooner’s defense. “Geisel was a bit of a genius. Not only was his amazing vocabulary helpful to young chil30 CANADIAN TECHNICIAN

The cat comes back

dren learning to read, but he wrote most of his books in anapestic tetrameter, a poetic meter also employed by many poets of the English literary canon. Few modern writers can imitate his consistency and clarity.”

Tooner sniffed defensively. “Yeah… what he said!”

I shrugged. “Well, whatever. All I know is ‘The Cat in the Hat’ was my kids’ favorite bedtime story.”

Tooner ignored me and stomped out into the shop. Beanie shrugged on his coveralls and joined him. “What are you working on, Toon?”

Tooner pointed at the 1996 Ford Escort sitting in his bay. “This thing won’t quite pass the emissions test, and it’s got me puzzled.”

Beanie noticed the print-out that Tooner was holding. “Are those the readings from the gas analyzer?”

“Yup. At 15 mph, the HC readings are 63, just a tad over the limit of 61. And at 25 mph, they’re 50, just over the limit of 45.”

The print-out also showed the NOx, CO2, and other readings in a similar light –

close to passing but not quite there yet.

Beanie scratched his head. “I dunno, Toon. With almost 300,000 kilometers, maybe this little engine is just smoking a bit of oil.”

“I ain’t buyin’ it,” grumbled Tooner. “In all the years we’ve maintained it, I’ve never seen any fouled spark plugs, except for that time last spring when she was running too rich from a bad ignition wire.”

Beanie snapped his fingers. “I remember that! It ruined the catalytic converter, so we had TwistyBend Mufflers put a universal one on.” He thought that over.

“Maybe the cat is no good.”

Tooner’s eyebrows went up. “Not a bad call, Bean. I’ll send it back to Jerry and his crew to see what they think.”

Later that afternoon, Jerry called back.

“Don’t know why you think there’s a problem, Slim. We tested this cat, and it’s working great!”

For some reason I had my doubts.

“Which testing method do you use?”

Jerry sighed. “Simple. I get Beefus to

continued on page 29 OCTOBER 2008