Canadian Technician September 2008

Canadian Mail Sales Product Agreement #40063170 Registration 10833. Return postage guaranteed. Newcom Business Media Inc., 451 Attwell Drive, Toronto, ON M9W 5C4

SEPTEMBER 2008

Clearing the

AIR

EVAP diagnostics made even easier

ALSO:

■ Wipers: sensing moisture… and profits ■ OK Tire tops customer satisfaction index ■ Tales from the propane-conversion game www.canadiantechnician.ca

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SEPTEMBER 2008

VOL. 13 NO. 7

Departments Editorial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5 Letters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7 Reader Rides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7 Out & About . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11 EyeSpy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13 Service Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .17 Product Central . . . . . . . . . . . . . . . . . . . . . . . . . . . .37 Auto Puzzle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .44 Ad Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .45

11

Columnists

12

It’s Your Turn . . . . . . . . . . . . . . . . . . . . . . . . . . .19 By guest columnist Sean O’Gorman Management S.O.S. . . . . . . . . . . . . . . . . . . . .20

By Kelly Bennett The Greenwood Report . . . . . . . . . . . . . . . . .23

By Bob Greenwood The Car Side . . . . . . . . . . . . . . . . . . . . . . . . . . .46

By Rick Cogbill

Features A Question of Ethics . . . . . . . . . . . . . . . .27

29

The wheel’s already off. Do you reduce the time you charge for the second job in the same location? Our ethics panel weighs in.

EVAP Systems Explained . . . . . . . . . . .29 Evaporative emissions systems probably cause more headaches than any other system on the vehicle. Understand what you’re dealing with.

Windshield Wipers Go High-Tech . . . . .32 Moisture-sensing wipers are the latest craze on new cars… but they also present new diagnostic challenges. Are you ready?

Propane Conversions . . . . . . . . . . . . . . . .34 Tempted to try out the conversion game? We offer an overview of this challenging yet rewarding business.

34

“Since introducing ‘Ride Control Solutions from KYB’ we’re selling almost 10 times as many shocks and struts.”

– Darryl Croft OK Tire Store, Ontario

“Ride Control Solutions from KYB helped us increase our average sales from 4 to 30 shocks a month.” “ For the first time a manufacturer actually came into our shop to teach my team how to better inform our clients about shocks and struts. ‘Ride Control Solutions from KYB’ allows us to properly identify worn shocks and mentor our clients with confidence about ride control.

This is an exciting process! Our goal has always been to provide our clients with the best in ride control, and KYB has always been known for high quality products and trouble free installation. This quality, combined with Ride Control Solutions and the continuing KYB support, ensures that our team and clients are better informed and can make educated choices about ride control.” – Darryl Croft Ride Control Solutions from KYB’ is the industry’s most effective way to sell shocks and struts.

VOLUME 13

NUMBER 7

PUBLISHER Mark Vreugdenhil mark@canadiantechnician.ca (416) 614-5819

Editorial

This is not goodbye

EDITOR / ASSOCIATE PUBLISHER Allan Janssen ajanssen@canadiantechnician.ca (416) 614-5814

A new editor will move Canadian Technician forward, as I look at ‘big picture’ stuff.

ASSISTANT EDITOR Claire Newman

By Allan Janssen

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 Kelly Bennett, 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

“Clean Air Challenge” By Will Enns Phone: 250 404-0411 www.canadiantechnician.ca/covers SEPTEMBER 2008

It occurred to me recently that the company I work for is like a lot of your companies in at least one respect. We’ve grown over the years to the point that we’ve had to put some serious management systems and processes in place.

Dealing with each challenge as they came up, without proper long-range planning, was no longer an option.

Starting with one magazine in 1987, Newcom Business Media now publishes seven magazines. With a foothold in the trucking industry, it expanded into plumbing, mechanical contracting, automotive, and, most recently, logistics. In addition, it runs three large trade shows, and about a dozen web sites.

Every time we expand our horizons, we take on more people to help us achieve our goals.

With that kind of growth, we’ve had to learn the lesson that many automotive shops have learned over the years. You can run a company on a day-to-day basis… but only for so long. Ultimately you have to take a much broader view. You have to run it decade-by-decade.

I’m a big believer in management training – as you can probably guess, given that we have two management training columns in every issue, written by the best automotive management trainers in Canada. I believe in it because I’ve heard from many shop owners that their businesses finally turned the corner when they started to implement business principles espoused by experts who have studied this industry and figured out some of the secrets of success.

Like them, we’ve had to put more thought into how we do things here at Newcom Business Media. With 11 editors

and dozens of contributors on seven magazines, it occurred to us that we might need someone to help co-ordinate all their efforts and make sure everyone knows what everyone else is up to. That will be my new role at Newcom.

So this is the last editorial I’ll be writing in Canadian Technician for a while. Next month you’ll see a new face on this page.

Claire Newman, who has been a contributor here for years, will helm the magazine. She’s got the perfect background for the job. Not only is she a licensed mechanic, she’s a master technician, and has been involved with small independent shops, large automotive dealers, and even race crews. She’s written training programs and delivered them to classes of technicians. She’s one of you, and we think she’s going to bring something very special to the magazine.

To help introduce herself, she’s starting a blog on our web site, (www.canadiantechnician.ca) – and you can read “the best of the blog” each month in her Service Notes column (see page 17).

I won’t be completely out of the picture, though. I enjoy this industry too much to let it go. I’ve gotten to know many of you on a personal basis, and I enjoy our talks about everything from business to ball joints to baseball. I’m still going to visit shops and play a role in industry events.

And between other assignments I hope to do a series of profiles on successful shops over the next year.

So this is not goodbye. I’m just moving from the bays to the service desk.

You can reach me at 416-614-5814. Or e-mail me at ajanssen@canadiantechnician.ca.

CANADIAN TECHNICIAN 5

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© 2007 DaimlerChrysler Canada Inc. Chrysler and Dodge are registered trademarks of DaimlerChrysler Canada Inc. a wholly owned subsidiary of DaimlerChrysler Corporation.

Jeep is a registered trademark of DaimlerChrysler Corporation used under licence by DaimlerChrysler Canada Inc. Mopar is a registered trademark of DaimlerChrysler Corporation.

LARRY DICKISON

LETTERS

This DIYer found something that “wood” do the job!

RE: “The great cover-up,” August 2008 I always look forward to Rick Cogbill’s Car Side stories. I particularly enjoyed the most recent one about 2.3 liter Quad 4 engine with the faulty coil cover – a problem I’d run into a few years back. It really made me laugh because about three weeks ago, a guy came in with a 1993 Grand Am that was doing the same thing.

He had make a new cover out of wood himself in an attempt to make the car run better. I wish I’d had a camera here that day! Thanks for the good stories.

Ian Shaw-MacLaren Brock Auto Centre Kamloops, BC

Auto recyclers do their part for the environment RE: “Make it up as we go along,” August 2008 In your editorial, you mention automotive repair as a “green” endeavor. And it is. But you fail to mention the other “green” segment of our industry: the automotive recycler. We’re doing some very important and environmentally responsible work that deserves to be mentioned. I would encourage you to log on to our Ontario association site, www.oara.com, to learn about some of our projects. One example is our mercury switch program,

which ensures that these dangerous components don’t end up in our landfill sites.

To be a member of OARA, you have to pull these switches, even though it’s not a legal requirement. They are recycled through our association. It’s good stuff.

Check it out.

Don Johnson Saunders Auto Parts Thorndale, ON

Technician’s complaints are not well-founded RE: “Auto repair not a good career move,” June 2008 I read Abbe Lussier’s letter and I have to say I disagree with him 100 per cent. It seems clear to me that Abbe either works at a terrible shop or he is a very lowskilled tech. The automotive repair trade

is the only trade I know of where you can be on duty for eight hours and get paid for 15 or 20. And, sure, there are bad days when you only get five hours, but those aren’t the norm.

I’m at a dealership, working flat rate.

No work, no pay, no guarantees. I still make much more than most hourly paid technicians.

Abbe’s other complaints are easy to shoot down.

He complains about having to supply his own tools. But this is a very common requirement.

He says he doesn’t get help from anyone. But help is everywhere. We check for TSBs, join Internet forums, and study service manuals to find the original cause of DTCs and other mysteries. If he’s a technician, not just a parts changer, he’d

RIDES

Reader

Jan Hajdusk, an automotive technician in Richmond, B.C., sent in this shot of his 1971 Mustang Mach 1 “looking good after a wash!” It features a 351 Cleveland 4V, a four-speed transmission, and a 9” rear. He has also restored two other Mustangs, two Corvairs, a 1965 Comet Wagon, a moped, and a Honda motorcycle.

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!

SEPTEMBER 2008

CANADIAN TECHNICIAN 7

rise to the challenge of doing a thorough diagnosis.

He says he, not the company, is on the hook for any work he does. I do not understand what he’s expecting. He’s the tech. He diagnosed the problem. He fixed it. Unless he’s just flipping a coin when he makes his decisions, he should be able to stand behind his work. You have to be responsible for what you do. However, if

there’s a reasonable mistake, or something beyond your control most companies will cover your back.

He says he gets no health benefits.

Come on! It all depends on the shop you work at. Most offer good benefits. If yours doesn’t, move to another shop!

Abbe’s got a lot to learn about this industry. For his sake, I hope he checks out a dealer or a bigger, more successful

“It has made a huge impact on our business, and how we operate.

A lot of our success is due to what we’ve learned through Bob.” – Steve Booy, a member of the Automotive Aftermarket E-Learning Centre

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Technician’s complaints are not well-founded RE: “Auto repair not a good career move,” June 2008 Every once in a while, an article or letter in Canadian Technician really strikes a chord with me. I have to say that the statements in Abbe’s letter, as negative and bleak as they sound, have paralleled my 33-year career to date. And I think other technicians would also find some points they agree with in his letter if they just think about their own career paths in the auto repair trade.

Abbe has struck on some of the most common controversies in our industry: the unfairness of flat rate, the cost of tools, the frustration (and responsibilities) related to come-backs, free inspections, the availability of decent health benefits and insurance, and the exposure to toxic materials. These are things we’ve hashed over, time and again, on forums like the Canadian Technician Forum and iATN. Have solutions been found and implemented? I haven’t heard of any.

That being said, though, the author makes a final statement in his letter that young people should make a better career choice. To this, I’d say it all boils down to choosing a career that you will enjoy.

You’ll be working at least eight hours a day, so you’d better like what you do.

Speaking for myself, I may have a box full of worn-out tools, and a bad back, and everything else, but I still love what I do.

Randy Ponchuk Moose Jaw, SK

How to reach us

• Improve Labour Productivity • Realize the Potential of your Business • Manage the return you are making on your Investment in your Business • Experience an Improved Lifestyle Bob Greenwood

For More Information: Visit us at www.aaec.ca, or e-mail us at info@aaec.ca Register now at www.aaec.ca/canadiantechnician

8 CANADIAN TECHNICIAN

shop before he throws in the towel.

I love my job, the work environment, and the money too.

Name withheld

We welcome your feedback on what you see in Canadian Technician – or anything else you feel strongly about. Drop us a line at Canadian Technician, 451 Attwell Drive, Toronto, ON, M9W 5C4. Or send an e-mail to claire@canadiantechnician.ca.

Our fax number is 416/614-2781. We reserve the right to edit your letters for length and clarity.

SEPTEMBER 2008

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Out

&About

New Ontario filter fees feed diversion program What you need to know about the Stewardship Ontario program.

S

tewardship Ontario’s Municipal Hazardous or Special Waste (MHSW) program is well underway in Ontario and most shops have adapted to the new changes – but there are a few things to check on to avoid unpleasant surprises next month.

Eli Melnick, of Start Auto Electric in Toronto, says the levy on new oil filters is largely transparent to service providers, since it is collected at the manufacturing or distribution level.

“This levy is used to fund a ‘Stewardship Ontario’ program,” he says, “and we'll have to adjust our oil change prices.”

The stewardship program is designed to keep hazardous waste out of landfills, incinerators and waterways. So, as of midsummer, extra fees started being collected on oil filters, oil, oil containers, engine coolant, and engine coolant containers.

These fees are paid to Stewardship Ontario at regular intervals.

Richmond Hill Pontiac Buick in Richmond Hill, Ont., simply charges a flat fee on most repair orders. “We have talked about building it into the price of each item,” says shop foreman Dave Parke.

“Customers are tired of seeing all the extra charges and just want to see a single, all-inclusive price.”

The amount of the fee varies, depending on the item involved – for example, small oil filters have a fee of 50 cents each but large oil filters (over eight inches) have a fee of a dollar each. Stewardship Ontario has a complete list of items and fees if you need to know the exact amounts involved. Barbara McConnell of Stewardship Ontario stresses that SEPTEMBER 2008

these new fees are not taxes. “The money is used to run the program, to increase diversion,” she explains.

This process hasn’t made much difference to most service centers, since the brand owner or first importer is the “designated steward” – the one responsible for the fees. This usually isn’t the service center.

But here’s the thing: even though the system is operating pretty smoothly and your shop may have adapted to the new costs and revised your prices accordingly, McConnell recommends you understand your obligations. In other words, make sure that Stewardship Ontario isn’t going to come to your shop looking for fees you haven’t collected. She knows of cases where shops didn’t realize the fees were being passed along, making it their responsibility to remit them to the provincial government. The supplier’s invoice should make it clear who’s responsible for the fees and how they’re being handled. But like anything else, check if you’re not sure.

Should you find that you are indeed responsible for handing in the fees, your first steward’s report (and fees) for the period from July 1 to September 30 is due

by October 31. Let’s hope you’re not in for a scary Halloween surprise from the provincial government!

For more information, call 1-888-2883360 or visit www.stewardship ontario.ca/mhsw/automotive /automotive.html

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Prizes including 1 of 4 trips to a NASCAR race, Canadian Tire Gift Cards or a NASCAR licensed jacket could be yours. Or keep your fingers crossed for a chance to win 1 of 4 2008 Chevrolet Corvettes.

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There are 400 Instant Win Prizes available to be won (approximate retail value ranging from $30 to $200 CDN), 1 of 50 NASCAR-licensed jackets, 1 of 200 $50 CDN Canadian Tire gift cards, 1 of 75 poker sets, 1 of 75 Mobil 1 duffle bags. The odds of winning an Instant Prize depend on the total number of entries received and the time they were entered during the Contest Period. There are 3 Moment-in-Time Prizes available to be won consisting of 1 of 3 Chevrolet Corvette 2-door Coupes (ARV/MSRP: $70,000). Odds of winning a Moment-in-Time Prize are 1 in 2,822,400.

There are 4 Sweepstakes Prizes consisting of 1 of 4 trips to a NASCARsanctioned Race (ARV $5,000) for a chance to win the Grand Prize. Odds of winning a Sweepstakes Prize depend on the total number of eligible entries received during the Contest Period. There is one Grand Prize of a 2008 Chevrolet Corvette 2-door Coupe (ARV/MSRP: $70,000) available to the Semi-Finalists. Odds of a Semi-Finalist winning the Grand Prize are no greater than 1 in 4. Complete contest rules and regulations available at: www.heartheroar.ca. NASCAR® is a registered trademark of the National Association for Stock Car Auto Racing, Inc. NASCAR is not a sponsor of this contest. Chevrolet and Corvette are trademarks of the General Motors Corporation. Mobil, Mobil Super and Mobil 1 are trademarks of Exxon Mobil Corporation or one of its subsidiaries. Imperial Oil, licensee.

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CANADIAN TECHNICIAN 11

Supplier News

OUT & ABOUT

Bosch appoints new reps, manager

OK Tire tops J.D. Power index

Robert Bosch has announced the appointment of Michel Deslongchamps to the position of independent representative for the province of Québec. Bosch says Michel brings extensive automotive experience to the wheel service group of the diagnostics business unit, and will be able to bring a high level of customer service, support and product awareness to the market as the company grows its product portfolio. The Bosch Diagnostics Group has named Dave Scribner senior product manager in the Diagnostics Wheel Service Product Group.

Scribner comes to Bosch Diagnostics from Hunter Engineering Company, where he was undercar product manager, helping to create and co-patent many wheel service innovations over the years. In other Bosch news, the company recently acquired AccuTurn of Ashland, Virg. The company sells tire changers, wheel balancers, and wheel alignment equipment. Accu Industries will become an integral part of the existing Bosch Diagnostics business in the United States.

Dorman partners with GOSS Dorman Products has announced a partnership with GOSS Industries International, a fee warehouse and distributor based in Mississauga, Ont. This partnership provides Dorman with a warehouse and distribution centre in the Toronto area. Dorman says its customers will also benefit from improved delivery times throughout Canada as well as the opportunity for local parts pick-up. As a result of having this new location, Dorman will also be expanding its overall product assortment in Canada, making more hard-to-find parts available to its customers.

Dorman’s products are marketed under the brand names OE Solutions, Help, AutoGrade, First Stop, Conduct-Tite, Symmetry, and Scan-Tech.

Grote makes personnel changes Grote recently appointed Dallas Senebald to the position of technical specialist for Saskatchewan and Manitoba. Dallas has also been very active and involved with the Manitoba Trucking Association (MTA) since 2004. Additionally, Barry Duff has been appointed Grote’s central region sales manager, succeeding Charlie Taylor who is now Atlantic region manager and specialty markets national account manager. Barry will have responsibility for heavy duty accounts in Ontario.

Roger Gagne has been appointed national fleet account manager.

12 CANADIAN TECHNICIAN

With 265 stores across Canada, it leads the repair and service industry in customer satisfaction.

I

mprovements in customer service at as that we service our consumers at the OK Tire can be traced back to the comstore, that they are repeat customers, that pany’s recommitment to training and they trust the people at the stores, and ‘dealer development.’ that they have a good retail experience.

So says the chairman of the company’s Something like the J.D. Power ranking is a board of directors, Darryl Croft, who runs guideline but it’s not the ultimate goal.” an OK Tire facility in west Toronto.

OK Tire posted the best scores for serv“We’ve been on a steady increase over ice satisfaction and consumer loyalty, the years, finally making it to number according to the market research firm J.D. one,” Croft told Canadian Technician.

Power and Associates. It beat 37 other “The corporation is really built on the core repair and service chains, moving up from values of honesty, quality, and service. fifth spot last year.

That speaks volumes to consumers.”

The top five spots in this year’s survey He said those priorities have been all went to independent chains: OK Tire, underlined in a recent push on all aspects Certigard, Autopro, Mr. Muffler, and of training and dealer development.

In addition to technical training, store managers get a wide range of business training, including marketing, operational efficiency, and customer service.

‘Dealer development’ involves one-on-one sessions with professional management consultation who look at industry trends and market analysis.

“We focus a lot of our Fourth-year apprentice Kevin Tracey pulls an air filter resources on helping our at an OK Tire & Auto Service shop in Toronto. stores be better,” said Greg Sims, president and CEO of the Langley, Firestone. Saturn/Saab dealerships placed B.C.-based chain of 265 stores. “Our goal sixth, and Toyota/Lexus placed seventh. is to be the most professional chain of Stores that posted the poorest scores dealer-owned and operated stores serving included Wal-Mart, Active Green & Ross, the Canadian consumer.”

Canadian Tire, Costco, and Mitsubishi He said the J.D. Power ranking is a dealers. result of “a steady progression in the work The survey also revealed some interwe do, both corporately and independentesting market changes, including a slight ly as owner-operators.” shift in the repair business as new auto And as nice a distinction as it is, it’s not dealers lost market share. Since the 2004 the company’s main objective. study, the average cost per service visit “We don’t strive toward industry recoghas increased seven per cent, with bills nition. We strive for consumer recognifor quick lubrication outlets jumping 19 tion,” he explained. “It’s not as important per cent; tire specialists up 14 per cent, that we finish number one on J.D. Power, and service stations up 13 per cent.

SEPTEMBER 2008

OUT & ABOUT

Supplier News

Flags raised over future of telematics

Worldpac releases educational brochure

T

elematics certainly seems to have captured the attention of aftermarket associations lately.

A significant portion of this year’s Global Automotive Aftermarket Symposium (GAAS) was dedicated to explaining the intricacies of telematics to parts suppliers and service providers.

Both the Automotive Aftermarket Industry Association and the Automotive Service Association led sessions on the subject at the spring event held in Chicago, and both have written substantial reports analyzing trends in onboard communications technology.

In addition, the Automotive Industries Association of Canada has had open discussions about how the independent repair facility could be locked out of service opportunities if they have no access to telematics.

Experts say the threat to the independent sector is that repair and service data may be linked only to the manufacturer of the vehicle. Automated service reminders, if not full-on diagnostic reports, could be generated without a motorist even stopping at a repair facility. Future applications could lock out independents even further.

The AAIA’s 101-page study, called “Telematics Primer – The Aftermarket's

Role in the Telematics Future” outlines opportunities and threats to the aftermarket industry.

“AAIA believes that aftermarket companies will not only have a major role in the telematics future, but will be the primary drivers of many all-new product and service opportunities for both the consumer and commercial vehicle markets,” said Kathleen Schmatz, AAIA president and CEO. For its part, the Automotive Service Association (ASA) has published a report focusing on the potential effects that telematics may have on independent automotive service and repair businesses, including remote diagnostics. The report also explores consumer usage of telematics products and services, how a telematics system functions, and its practical applications.

“Telematics is not a new technology, but it has gained momentum in the past few years. It could become the new challenge for independents,” said Robbie Addison, manager of ASA’s mechanical division. Anticipating potential challenges, her committee has been researching telematics since 2006.

Both associations say they will keep a close eye on how the technology is used, and how the aftermarket can best capture telematics-related opportunities.

Gordon Starko, a technician at Klondike Motors in Whitehorse, Yukon, sent in this picture of a cylinder wall that was pierced by a self-tapping screw. A journeyman tech (and a third-year engineering student to boot) at the dealership, was trying to remove the frost plug to install a block heater.“This was a new V6 engine, fresh out of the crate, going into a minivan,” Gord writes.“He used four or five self-tappers to try to get the frost plug out until finally he put one right through the cylinder wall. We sent the block to a machine shop and they re-sleeved the cylinder… so now we have a new engine in stock!”

Worldpac has released a brochure designed to supplement the independent service center’s marketing knowledge and assist them in marketing their businesses. The brochure addresses topics such as acquiring new customers, retaining existing customers, assessing levels of success, and allocating marketing budgets. To obtain a free Customer Marketing Solutions (CMS) brochure visit www.worldpac.com/cms.html.

Uni-Select sells corporate stores Uni-Select recently announced it has sold the assets of four corporate stores in the Alma, Lac St-Jean region of Quebec to Robert and JeanFrançois Claveau, who will change buying groups and sign a long-term supply agreement with Uni-Select. In Canada, Uni-Select operates 13 warehouses, 33 corporate stores, and 20 stores held in joint ventures with merchants.

General Parts names new executive vice president General Parts has named Jerry Colley store group executive vice president. Colley was vice president of stores and senior vice president of customer satisfaction for AutoZone, where he was in charge of 3,000 stores. Additionally, he led the acquisitions of 108 Auto Palace stores, 90 Pep Boys Express stores, and 500 Chief Auto Parts stores. He also served as executive vice president of operations for Tire Kingdom in Riviera Beach, Fla., where he managed 150 retail stores, and also as president of Rose Auto Stores in Hialeah, Fla., where he oversaw the operations of 100 stores.

NGK unites departments NGK Spark Plugs has announced the restructuring of its United States and Canadian product departments into one group. Previously, the two departments worked separately to provide support to their respective customers. Jeff Desveaux has been named North American product manager. Desveaux, an 11-year veteran in the automotive aftermarket industry, was previously responsible for NGK Spark Plug Canada’s product department, customer service, and OES efforts. Supporting Desveaux are Robert DeBlander, U.S.A. product manager, and Chris Harrison, Canadian product manager.

AIA’s Manitoba division raises $7,000 for kids The AIA’s Manitoba Division Golf Tournament in June raised funds to allow underprivileged children to attend summer camps. AIA says this annual event is positively impacting kids and their families, and building strong partnerships between the Manitoba Division and its community.

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

SEPTEMBER 2008

CANADIAN TECHNICIAN 13

Supplier News

OUT & ABOUT

Wakefield personnel change

Marketing in the digital era

Kevin Tomalin has joined Wakefield Canada as automotive brand manager, responsible for the strategic brand development of Castrol lubricants in the consumer and professional auto sector. Tomalin has previous marketing experience with Air Canada Vacations and General Mills Canada, and product management experience with Oliviera Foods, Hasbro Canada, and Future Electronics. Wakefield Canada is the exclusive marketer and distributor of Castrol lubricants in Canada.

Permatex launches new web site Permatex launched an updated version of its web site, www.permatex.com. Among the new features are step-by-step instructional videos and updated Professional Training Series videos.

Additionally, products are searchable by category, keyword, and item number. Visitors can enter multiple item numbers at once to retrieve material safety data sheets (MSDS) and technical data sheets (TDS).

ALI lift directory on web site The ALI directory of certified lifts is now live on the Internet. The web site is maintained by Intertek Testing Services. A printed directory was issued quarterly prior to April 2000 and is no longer available. Only those lifts that have been evaluated and listed by ALI’s appointed nationally recognized testing laboratory are listed on the www.autolift.org web site.

Infection control in the workplace Deb Canada announced the launch of a new program, "Infection Control in the Workplace.”

This program highlights a six-step holistic approach towards reducing risk through skin care. According to Deb Canada, studies show that good hand hygiene practices can reduce illness, absenteeism, and associated costs by up to 50 per cent.

U.S. aftermarket sales hit $200 billion mark U.S. automotive aftermarket sales totaled $202.5 billion in 2007, according to the new aftermarket channel forecasting model highlighted in the 2008-2009 AASA Automotive Aftermarket Status Report. An entire section of the Status Report, published by the Automotive Aftermarket Suppliers Association, is dedicated to the new forecasting model developed to give the industry “a single point of reference to anchor the various estimates of its size and a road map to the complex structure of the aftermarket channels of distribution,” according to Steve Handschuh, president and COO of AASA.

14 CANADIAN TECHNICIAN

Where do you troll for new customers?

Back in the day, it was the Yellow Pages or the local ‘Welcome Wagon’ basket. But these days, an increasing number of shops are turning to the Internet.

Search “automotive repair” on sites like craigslist, eBay, and kijiji, and you’ll find plenty of ads for work by independent shops, technicians, back-yarders, and DIYers.

Typically, they read like this ad from Saint John: “Apprentice in the automotive trade looking for extra work. $15 dollars an hour and can get discounted prices.

Anything from head gaskets to brakes.

Preferably weekends. Fair and easy to get along with.”

You can debate the wisdom of finding an apprentice to replace head gaskets for $15 an hour but there’s no denying these kind of ads work. In one week it had logged 47 visitors.

Another kijiji ad, this time targeting the Barrie, Ont. area, clearly aims to undercut professional garages. The self-professed apprentice calls shop prices inflated, and offers to work for $40 an hour on everything from tune-ups to motor swaps.

But not all internet ads are from shady people looking for easy cash. They’re also from entrepreneurs and established businesses offering legitimate services.

One recent advertiser offered to go along with anyone buying a used vehicle to provide an impartial opinion for $30. He claimed to “know all the tricks people use to sell vehicles that are no good.”

Another advertiser in southern Ontario used online ads to help kick-start his new brick-and-mortar business. The results?

Not spectacular. But neither did it cost him anything.

Valley Mobile Mechanic in British Columbia has advertised on both kijiji and a local business-friendly web site called Castanet.

“We’re getting some response from it, you betcha,” says owner Peter Hotte, who’s been in the business for 22 years.

Would he advise other shops to do the same? “Absolutely,” he says. “It’s the way of the future. If people are looking for a mobile mechanic, they go on the Internet and punch in ‘mobile mechanic.’ My ad comes up.”

And this kind of strategy isn’t just for independents. The big guys are starting to play the same game. Sponsored links are becoming more popular with service chains like ACDelco’s service network, Certigard, CarStar, and others.

Kevin Brimble, network and marketing director for ACDelco Canada, says the Google connection is part of the company’s new online strategy.

“Essentially we pay every time someone clicks through to our site, and when our budget’s been spent, someone else goes to the top of the page,” he explains.

“Our web efforts are constantly evolving to make it easier for consumers to locate our facilities.”

The real advantage of online advertising, he says, is the ease of tracking results, knowing how many people are coming to his site and what they’re looking for.

“Everything’s constantly changing on the web,” he says. “Everything’s new.

There are a lot of options out there for people who want to promote their businesses.”

But it’s not a silver bullet.

“Kijiji is a lot like the old ‘penny saver’ ads. I think most independent shops probably want a more polished ad than a free classified on the web,” he says. “There’s a level of trust that you have to instil in people. They’re leaving a very expensive piece of equipment with you – their car – and they want to know they can trust you with it. A web classified ad may not be enough.”

SEPTEMBER 2008

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es in the A closer look at some of the latest headlin e and other thes on e mor For ld. wor ice repair and serv to our stories, check out Claire’s blog coming soon web site.

a www.canadiantechnician.c diantechnician.ca E-mail Claire: claire@cana

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It’s Your Turn

Future shock What is this industry going to look like when gas hits $10 a liter?

By Sean O’Gorman

Well, the price of gasoline is at an alltime high.

In the middle of the summer – a time of year that normally sees a lot of vacationers hitting the road – the average price of fuel in Canada was above $1.40 per liter.

(That’s more than $6 gallon if you were born before metrification.)

And while the pundits are split about where gas prices will go from here, and what the true state of the world’s oil supply is, there are some who say we’ll run out of oil by the year 2030.

Now, vehicles have changed a lot over the years, and they use a lot of new technology, but by and large they have not gained much in the way of fuel economy.

A recent study tells us that the average fuel economy has actually gone down in the last 18 years.

Vehicle manufacturers – particularly those in North America – have used the latest technological gains to pull more horsepower out of smaller engines, at the expense of fuel economy.

With this in mind, what’s this industry going to look like if gas reaches $10 a liter?

To put that figure into perspective, at $10 a liter, it would cost about $450 to fill a Honda Civic. How far are people going to be willing to drive with that kind of bite out of their budgets?

To say that this prospect would change the profile of the automotive industry is an understatement.

First off, the general make-up of the automobile is going to have to be extremely different. Alternate fuels, fulltime electric power, and new powering technologies not even dreamed of at this SEPTEMBER 2008

point will surely come to the fore. It has even been suggested that vehicles could end up being powered by atomic energy.

Think of the dangers that could be posed by a 20-car pile-up if poisonous nuclear ingredients were a factor!

No matter what happens, technicians are going to have to relearn a lot of their skill sets. At the very least, the new requirement for a license to work on vehicles might soon include passing an electrician’s exam.

There will likely be fewer shops out there, and the ability of a fully qualified technician to demand a decent wage will be greater than it has ever been. After all, who wants someone with limited qualifications working on a vehicle that is capable of putting out 440 volts or exploding due to a hydrogen leak!

I can see a number of shops tooling up to do full power-plant conversions, turning gas-burning vehicles into electric cars.

Or tweaking diesel engines to run on organic oils (which is what Rudolf Christian Karl Diesel originally designed his engine to run on).

Our industry, like so many others is going to transform as we stop burning fos-

sil fuels. Exactly how it changes remains to be seen, but we may find out that there will be more domestic manufacturing, as shipping costs become prohibitive. We might find the vehicles of the future becoming more – not less – reparable as green practices take root. Computer modules may become cheaper and more reliable, allowing for easier vehicle diagnosis, and quicker replacement procedures. We may see more rebuilding at the point of repair.

But I do not believe automotive maintenance and repair will disappear. If anything, it will likely become even more important to society, with a drop-off in DIY activity, and more sophisticated parts – like regenerative brakes, complicated new batteries, and solar power cells – coming into common use. Will anyone want an untrained person working on these systems?

The next 20 to 30 years are going to be very interesting. I hope we’re up to the challenge!

Sean O’Gorman is the owner of Glenn’s Import & Domestic Auto Repair in Courtenay, B.C. CANADIAN TECHNICIAN 19

MANAGEMENT

S.O.S.

In this series of fictional letters from a new shop owner to his former boss, management trainer Kelly Bennett discusses basic business principles that apply to the automotive repair industry.

Bottom line

MANAGEMENT

The busiest days aren’t always the most profitable days. How to make every car count.

e’ve news. W ll good a t o nd n llars a . It’s e in do rs here c e i b o m v u n n i s money verage ng some lly ing les d our a crunchi Dear Ke e spend ount an e been b c v a o r h t a c I m been e n nd . I’ve mers se cline i Brian a s worse d custo eady de i n t a s h c n a ess. i i h g ein h progr sure w coming been se see muc I’m not er cars o w t . e s f m m e e e e l v s We ha e prob don’t hours. two hug e… but ame tim ese are s h T e h . t t i t both a per vis work on ing to t p m e t t a rt? o I sta Where d —Erol

Dear Erol: Ah, every shop owner’s dream. More cars and more dollars per work order.

I’ve struggled with both of these issues for years. When you focus on one, it seems the other always falls apart. And that makes sense when you think about it.

When you’ve got more cars coming in, you’ve got less time to work on them.

I have great hours-per-work-order at my original shop, but the car count is down and has been for several months. And we like it that way. It’s a nice change from how things used to be, when most of our work was on vehicles that had broken down.

20 CANADIAN TECHNICIAN

Getting those cars back on the road as soon as possible led to a high car count, but with relatively low hours-per-R.O. We rushed way too much. Sure, we did an inspection on each vehicle, but is was really just a quick look-see. The technician would tell the service advisor what he found and, of course, the service advisor was supposed to try to sell the work to the customer, but I sometimes wonder how successful we were at that, given how busy we were. Probably not very.

I gave this a lot of thought on one of my professional development days. Why didn’t I want to sell all the work that needed to be

done? A few things occurred to me.

For one thing, I didn’t want to be the bearer of bad news. And I had a fear they wouldn’t believe me. They might think I was just coming up with stuff to pad my bill.

Besides all that, I didn’t have time to do all the work anyway. What if they said, “OK, let’s do it!” It was just easier not to mention it at all – even if they sometimes got frustrated by having to come back soon afterward. They’d complain that all the work should have been done at once. Well, I didn’t have the time!

I soon realized most of this was all in SEPTEMBER 2008

Larry Dickison

my head. My job as a repair professional is simply to state the facts. People just want us to be straight with them. If something needs to be done, we have to tell them.

One customer said, “For Pete’s sake, Kelly, just tell me the facts, and stop apologizing about it. It’s not your fault, it’s mine for not taking care of my own car.” That conversation was a huge revelation for me.

Find all the work, and offer to do it. It’s going to inflate the bill, but that’s what the customer is coming to you for. And if that means you can’t see as many people in a day, that’s not necessarily a bad thing.

Have you ever had a crazy busy month when your car count was way-high, but when the dust settled, you took one look at your income statement and wondered where the money was? All of that work you did simply didn’t translate into net profit. Your car count was good, but your hours per work order were really low.

The average shop in North America sells only 1.1 to 1.2 hours per work order.

The benchmark for a well-managed shop is 3 to 4 hours per work order.

To translate that into dollars, simply multiply the hours by your labor rate (to give you the labor portion) and add the cost of parts and surcharges. If your average work order is not at least six times your labor rate (including parts) you don’t have a car count problem, you have a problem making every car count.

Years ago, we had a really great year.

Our best year for sales… ever! Around SEPTEMBER 2008

here we often think of the ‘good-old days of 2001’ when our car count was huge and our sales were high. But at a management seminar, I was told that a better indicator of a good year was the net profit percentage. So, you know what? I looked back at the 2001 statement. Best year for sales… but absolutely dreadful for net profit percentage. Less than 1 per cent! Can you imagine? Our best year netted us 0.03 per cent in net profit.

That’s understandable, considering we were focused on getting cars in and out as fast as possible. Our average work order was just 0.8 hours.

I actually reprinted all our financial statements and was stunned to see there was not much correlation between gross sales and net profit. This scenario is quite common in repair shops – they don’t have a car-count problem, but they have a problem making every car count.

Have you ever worried when business was slow only to find out later that it was actually quite profitable for the shop? What gives?

Your bottom line is not measured by how hard you worked, or how many cars you fixed. I used to think that was the case.

Lots of cars meant a great day. Fewer cars meant a bad day. That’s just not true. The best way to improve your bottom line is to charge properly for the work you do.

So Erol, to answer your question, car count and average hours per work order are both important. However, the first

place to focus is without a doubt hours per work order.

We’re currently at 3.2 hours per work order, which means the average invoice is $587 – and that’s with oil changes in!

Here’s how we’ve increased our sold hours per work order.

1. Don’t overbook the day before it even starts. Have room in your schedule to do all the work you find.

2. Have your service advisor do a quick walk-around inspection when the customer arrives. This way you can find the most obvious problems and bring them to the customer’s attention.

3. Pre-print the scheduled maintenance.

This gives the customer an idea of what’s due to be done on their vehicle.

4. Create 12 different service packages and focus on a different one each month. These ‘menu items’ can be unique to your shop, and offer your customers a range of simple choices.

5. It’s OK for your technician to perform a brief inspection on every vehicle, but more in-depth inspections need to be properly billed out. I have a list of “inspection opportunities” that you can use to build your inspection menu. If you want me to send it to you, just e-mail me at kellythecoach@aol.com.

By the way, I have some exciting news.

I’ve been asked to facilitate the next management group. That’s right. Looks like I’ll be doing some training! I’ve never done that before. The regular facilitator makes it look so easy, but I have to admit I’m a little nervous. He’s left me with lots of material – some of which we’ve covered in these e-mails! It should be interesting.

Well, Erol, I gotta go. I’m going fishing with the kids (Kerry is not allowed to come. The last time we fished she got a hook caught in my nose.)

As always, I’m only an e-mail away.

—Kelly Kelly Bennett is a certified management trainer with 18 years experience coaching automotive repair shop owners.

You can reach him at kellythecoach@aol.com

CANADIAN TECHNICIAN 21

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Getting your staff onside as you adapt your business in changing times.

By Bob Greenwood

I

t’s time to sit down with your staff and talk about fuel prices.

I believe that within two years, your business will be forced through a series of radical changes you never dreamed would happen in your lifetime.

Fuel prices are at record levels and they’re affecting every driver and every household. It impacts the way people drive, how far they go, and how often they’re going to need service.

If you haven’t already noticed some major changes in your marketplace, I predict that you will very soon.

• People will be parking or disposing of their old gas-guzzling vehicles.

• Service bays will slow down.

• Your customers will be turning to newer, more fuel-efficient vehicles.

• New-car dealerships will offer shorter leases (two to three years rather than four or five years) to keep the fleet turning over and to keep their customer tied to their warranty-offering service bays.

• Fewer kilometers will be driven as the consumer rethinks where they’re going and how they are going to get there.

• Fewer kilometers driven means fewer vehicles on the road at any given time.

• Fewer kilometers driven means fewer service intervals.

• Service appointments will be based on maintenance rather than repair.

• Fewer service opportunities means you’ll need more clients to keep your bays full.

SEPTEMBER 2008

UNITING Forces These changes will have a dramatic impact on your business – particularly since we know that newer vehicles are built better and generally last longer with fewer breakdown incidents. Everyone in your business needs to understand how the shop is going to move forward.

The most challenging aspect of all of this is that things are changing so rapidly – and it’s very difficult to find new business quickly. Nevertheless, there are some strategies that will help you.

Step one is to redefine how you will care for each client. Your customer-service strategy will change, and everyone in your operation must be in unison in working toward that goal.

It all starts with management being up to date with proper shop management tactics, and properly measuring its financial health.

Second, all business management processes must be well entrenched so the right numbers are being tracked each day, week, and month.

Whenever possible, take the time to talk to your clients and find out how the economic climate is affecting them. Slow down and listen to them. What habits are they changing? How are they handling the fuel price issue? What is their game plan?

Are they keeping their additional vehicles or downsizing? How can your shop serve them better? Are there other services they would like to see? Make notes and document their answers. These will be invaluable to realigning your business.

Your objective should be to serve the client at all times, in their best interest, to make sure the vehicle is safe and reliable.

This does not mean discounting your services. Remember, you are the vehicle expert and it’s imperative that you counsel your client accordingly.

Third, do the math very carefully and work out the profitability of every fleet account.

They require a high level of attention, with detailed maintenance schedules and a keen focus on quality workmanship. Too few shops truly understand the mathematics of fleet business. It is tempting to take on any and all contracts, but this kind of work can also dry up cash flow and water down profitability. It might keep the shop busy but that’s just not good enough.

Shops must be selective about the kind of fleet business they maintain. Start by booking an appointment with the fleet owner or service manager and make a proper presentation about your business.

CANADIAN TECHNICIAN 23

THE GREENWOOD REPORT

Stress your attention to detail, quality work, and reliability. Provide a couple of complimentary oil changes. Don’t go crazy. Just let them experience your business first hand. Let them meet your staff and enjoy the quality service you can offer. That’s the only purpose of a complimentary service.

Now, set your prices properly. It has to be fair to both you and the fleet client.

Show how proper service intervals will

save the fleet real dollars.

Once you know what your regular customers and fleet clients want, make sure you can deliver it. All staff members must be very cognizant that when customers and clients enter the business premises, it’s all about the experience he or she has.

No short cuts on service should be allowed. It’s up to everybody to work together to offer the best possible retail experience. The ultimate goal is quality

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work and superior service delivered in a polite and professional way.

It doesn’t end there, though. You have lots of other details to work out.

• You’ll want to measure the number of new customers entering your shop each month.

• Measure how many actually come back in the first year for ongoing maintenance service. Were they back three times in the first year? If so, you can rightly consider them new clients.

• Measure average billed hours per invoice, ensuring all manufacturer service intervals are being discussed and followed.

• Communicate effectively with all clients and educate them about the value of your work. Talk to them and make sure you listen to their feedback.

Relationships of trust and understanding must be built and solidified with every visit.

• Measure the effectiveness of your advertising spend. Do not throw money out the window. Effective marketing is a must to lure new clients, but it’s also important for maintaining your existing clients. Focus in on the quality of your services, and stress that a well-maintained vehicle saves fuel.

Remember that your shop is in the client service business and attention to detail is the best and right way to sustain and grow a business.

Slow down and ensure management and staff stay in unison at all times. Make sure everyone understands the opportunities in front of them, rather than focusing on the negatives. Business is not bad… it’s just changing.

Your attitude will dictate your approach and will impact your results in this new economy.

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.

SEPTEMBER 2008

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A Question of

We’ll reduce the price At this shop, there has always been a consideration for reduction when work has overlapped.

Pat St. Pierre Pat St. Pierre Autopro Lancaster, ON

Business training is the key

Double work You’re doing two wheel-off jobs on the same vehicle, same wheel. Do you charge your full time for both jobs, or reduce it because you only had to take the wheel off once?

That’s just unethical I don’t charge full price for overlapping jobs. To me, that’s just unethical.

Al Pilon Almar Automotive Ltd Barrie, ON

Happy customers come back We will usually cut the rate of the combined jobs. It just doesn’t seem fair to have them pay full rate for both jobs, because it can take less time to do both than just one. Remember, if you have a happy customer they will come back. If they feel like they’ve been overcharged, you’d better not expect them back any time soon.

Frank Wiebe Wiebe’s Wheels Aylmer, ON

Carved-in-stone quotes are higher It depends on whether your shop runs strictly on the flat-rate system or not. If you run strictly on flat rate, you charge full pop for both jobs. That’s the system.

That same system has saved the same customer money on other jobs. Fair is fair. If you believe, as I do, that the flatrate system has short-comings and can be unfair to all concerned, you adjust the billing the same way you would for the extra time it took you to remove rusted, SEPTEMBER 2008

seized, or cross-threaded bolts. The flatrate time guides are just that. They’re guides, not gods. You do what is fair to both parties. If the customer wants a quote carved in stone, you give it to him.

He won’t have to pay a penny more… but neither will he pay a penny less. I find that when there is a dispute with the client about the cost of the work it is usually because they wanted a carved-in-stone quote. I have to allow for all the things that can go wrong… and when it’s all done he can’t come back and complain to me about the cost.

Jay Douglas Rice Lake Auto Repair Campbellcroft, ON

we’s reduce the time I would charge one wheel-off time, plus combination if applicable.

Russ Nikkel Roscos Auto Service Merritt, BC

We would reduce the time charged to the client. There is enough work out there that you can extend real savings to a client when necessary. All current shops can still be profitable in repairs and maintenance. Gouging is never necessary. I could give you an essay on this! The real problem is most shop owners don’t have a lot of business training, and they don’t treat their shops like true businesses.

Therefore they don’t even know what that job really cost them. It’s a wonder some of them remain profitable.

Susan Eaton AE Auto Plus Thornhill, ON

That would be a rip-off Absolutely not! I would consider that a rip-off. When techs bill out 20 hours in an eight-hour day, I become very suspicious.

Terry Nadeau Pigeon Lake Automotive Ltd. Mulhurst Bay, AB

We’d reduce the time Yes! Every time two or more jobs are done in conjunction, labor time should be adjusted. It may not be much for a wheel only, but when an axle and a control arm get changed together we reduce the time for one item. Most customers may not realize this, but you’ll know that you acted with integrity.

D. Ivkovich AMD Service Centre Markham, ON

• Weigh in on an upcoming Ethical Dilemma • None of your tests on an elusive problem are conclusive. You tell the boss your best guess at what the problem is and he sells the fix to the customer. Only when you start the work, do you discover the problem is actually something else. Is the customer on the hook for all the work you did in the wrong direction?

Tell us what you think. Send your answer to claire@canadiantechnician.ca CANADIAN TECHNICIAN 27

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The GREAT Escape Finding fuel vapor leaks is at the heart of EVAP diagnostics.

By Claire Newman

EVAP

systems probably cause more headaches, stress, and aggravation than just about any other system on the vehicle.

These important emission-control systems catch fuel vapors and prevent them from polluting the air. If there’s a leak in the system, or another problem affecting normal operation, the PCM sets a code to help diagnose the cause.

Even though the theory behind EVAP systems is pretty simple, they’re still often misunderstood and, as a result, diagnosis can be quite challenging.

So let’s back up for a moment and review these problematic systems carefully.

SEPTEMBER 2008

EVAP 101 If manufacturers didn’t need to worry about emission legislation or pollution, they could just knock a hole in the top of the fuel tank. When tank pressures or temperatures increased (because of weather changes or the heat generated by normal vehicle operation), the fuel in the tank could evaporate and could just move freely on out.

When things cooled off and everything contracted, air could just re-enter the tank and keep pressures where they should be so the tank wouldn’t collapse.

There’d be none of the problems caused when a tightly sealed fuel tank strains under the pressure of expanding or con-

tracting vapors.

That little hole would also come in handy as the engine used fuel. Fresh air could simply take up the empty space.

Conversely, when the vehicle was being refueled, the air and fuel vapors in the tank would just move up out of the hole.

That hole in the tank would make things so easy!

Too bad it’s not workable.

Design challenges Evaporative emissions, or fuel vapors, are a major source of air pollution, and since it’s nice to be able to breathe, something’s got to be done to catch those vapors and keep them out of the atmosphere. An CANADIAN TECHNICIAN 29

open tank just isn’t an option.

But sealing up the fuel system so tightly that nothing can ever escape isn’t a viable option either, since fuel levels fluctuate and the fuel itself needs to expand and contract with temperature changes.

So the idea behind EVAP systems is to keep the system tightly sealed, but allow access to outside air so the fuel tank doesn’t either collapse or bust open.

Also, vapors can’t just travel freely into the engine whenever they like. Remember what happens when propane (or similar) is used to enrich the mixture – crazy idle surges which can annoy the driver. So to prevent this kind of thing, the vapors have to be added to the engine only when they’re least likely to be noticed – off idle, cruise, that kind of thing.

And the system would need to be monitored for leaks and problems – regulations on EVAP systems are very strict. A leak the size of a pinprick needs to be caught and corrected. Noticing a leak in these systems isn’t so simple considering the vast temperature changes and driving conditions vehicles operate within, and the number of components involved.

So that was the challenge. Developing a system which doesn’t allow the fuel in the tank to evaporate into the atmosphere, doesn’t annoy or irritating the driver, and doesn’t destroy the fuel tank. And the PCM needs to be able to test that system for tiny little leaks.

In response, manufacturers created a tightly sealed system, but added PCMcontrolled solenoids to open and close passages and allow pressure changes as needed. This can be convenient because when it comes time to test the system, the PCM just orders everything closed up and watches for pressure changes. If there are no leaks, everything’s good.

Finding leaks That’s simple in theory, but in reality it causes a lot of headaches.

EVAP systems use a few solenoids to open and close the system as required.

These solenoids are usually “normally closed,” since a solenoid which is “normally open” would allow fuel vapors to pass on by it.

(Step one is to make sure you’re dealing with solenoids that are “normally 30 CANADIAN TECHNICIAN

And the system would need to be monitored for leaks and problems – regulations on EVAP systems are very strict.

closed” before relying on that for your diagnosis. There are some exceptions out there.)

Additionally there’s usually a solenoid which allows fresh air into the system, a solenoid which allows fuel vapors into the engine to get burned, a storage canister to hold vapors until they can be burned, and a computer to monitor the whole thing.

When all these components are doing their jobs properly, the system works well… but unfortunately problems do happen.

One fairly common problem is a faulty purge solenoid, so you might want to start there. But all too often a leak causes the warning light to come on. You’re likely aware that a loose or absent gas cap will definitely cause this problem. But checking for less obvious leaks is a bit more challenging.

The system usually checks itself for leaks by sealing up the system, applying or removing pressure, and then watching to see if the pressure changes over a specified time period – indicating a leak which turns the MIL on. It doesn’t have to say where the leak is, it just needs to know if there is indeed a leak present. Chrysler watches for this change in pressure over a period as long as 18 hours. This is sort of like “pulling a vacuum” on an AC system and seeing if the vacuum holds to check for leaks, but this system uses much lower pressures.

Volkwagen has a neat twist on this idea of watching for a pressure change. On certain VW models, a pump pressurizes the fuel storage system, then the computer monitors the number of extra “pumps” required over a certain time period to maintain that pressure level. You can actually hear it pump-pump-pumping away, and then hear the odd additional pump as the system tries to maintain constant pressure. Kind of cool.

But remember all the different factors which affect pressures. In order to test for leaks, the PCM needs to know as much as it can about all the variables that affect system pressure. That’s why there are so many sensors involved with this system.

For example, fuel temperature can affect the system, so there’s a fuel temperature sensor. Pressure in the tank can affect the system, so there’s a fuel pressure sensor.

You get the idea.

And even with all these sensors providing information on so many variables, the PCM needs certain specific conditions in order to run the test properly. If these conditions are not met, there will be no leak test at that time – the PCM tries again later. In fact, if conditions start out as being acceptable for testing, but change too much during the test, that test will usually be aborted.

One important variable to note is ambient temperature. If one of the testing conditions is that the ambient temperature must be above a certain level, the system might not be checked during the cold winter months.

The PCM doesn’t locate the leak… but you have to.

Without a doubt, the easiest way to find a leak is with the low-pressure smoke machine. The system gently pressurizes the system (half a psi) so you can find the leak by waiting for the smoke to escape.

Just make sure smoke isn’t going out the manifold, past open valves to ruin your efforts. And remember that on some vehicles (like Fords), the EGR may vent or bleed off and try to confuse you. Again, understand the components involved to prevent misdiagnosis and frustration.

One tip: a build-up of debris around the fuel filler neck can corrode through the pipe and often causes a leak.

Understand the system The EVAP system is really simple, it’s just the monitoring process which gets confusing.

And since it’s arguably one of the most common causes of an illuminated checkengine light, it’s one that can cause the most problems.

Understanding the system and checking it carefully will minimize your diagnostic time and help put money in your pocket.

SEPTEMBER 2008

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Rain, rain, wipe away ..........................

Eight things you may not know about moisture-sensing wiper systems.

By Claire Newman

M

oisture-sensing wiper systems are pretty common on newer vehicles… and not just the really high end ones.

These systems monitor moisture accumulation on the outside of the windshield and activate the wipers as required – allowing the driver to focus on driving rather than trying to achieve the perfect intermittent wiper setting.

The systems are usually pretty straightforward and they’ve been around for a while, so you may have already serviced a few, but here are a few things you may not know about these common systems.

1. They work well... now The systems were problematic before, but these days they’re relatively reliable (so long as there’s no abuse involved). Past systems involved methods such as measuring vibrations of moisture droplets or using various windshield coatings, but the current optical-sensor based system seems to be working out quite well. Typically, the sensor projects infrared light into the windshield from the inside of the glass and monitors the beam for interruptions caused by moisture. The wipers are then automatically controlled as required and the sensitivity is adjustable. True, the sys32 CANADIAN TECHNICIAN

tem isn’t problem free, but it’s a whole lot better than it ever was before.

2. Parts are available Maybe not for every application, but often you can get replacement parts separately.

Many of these system are serviceable because they don’t all come as an integrated unit. Since that often means relatively less expensive parts are involved, customers may be more likely to have the system repaired if it stops working. That may be good news for your bottom line.

3. Installation procedures vary What you use to attach the sensor to the windshield is really important. Using the wrong product may affect the system’s ability to operate. Make sure that if you need to use adhesive, it won’t interfere with the system – some products will. Checking for correct installation and correct adhesive are also good preliminary steps if you’re diagnosing a problem that’s already been ‘fixed’ elsewhere. If you’re not sure what to use, check if specifications are included with the part, or check with the manufacturer. As is often the case, seemingly minor details often make a huge difference with a repair.

4. Relax, they’re easy Diagnosing faults may be surprisingly straightforward. You might not even need a scan tool – just a meter and good service information. Obviously you need to check and be sure, but even some latemodel Cadillacs (2005 and newer) don’t require a scan tool for diagnosis. That’s not an excuse to stab wildly around with a test light. Quite the opposite. Use the correct wiring diagrams and carefully verify power, ground, and signal. Look for bulletins, confirm the connections (yes, the connections are likely secure – but the time it takes to actually check might save headaches later on), and inspect the terminals and wiring. Bottom line: don’t be afraid to look up what’s needed. You may be surprised… and financially rewarded.

5. The heater’s always on The heated washer jets may receive constant power. Vehicles with moisture-sensing wipers often have heated washer nozzles as well. Look for connectors at the nozzle itself. The wiring harness is usually relatively simple and consists of power and ground. But remember that even in the blazing sun, the heated washer jets may still be powered whenever the ignition is on. It’s just the way certain systems SEPTEMBER 2008

Remember to turn off the system before servicing the vehicle to avoid damage from accidental triggering.

..........

through an automatic car wash after service. This step just prevents problems from ever happening.

8. They’re not always broken The system may command a single ‘phantom wipe’ occasionally to let the driver know it’s still operating. So if a customer complains about the wiper activating when it isn’t needed, it may not be a fault at all. Good to know.

Moisture-sensing wiper systems aren’t new… and they’re becoming more common and more reliable. The nice part is that they may even be easier to diagnose than you’d thought.

If you can read a wiring diagram and use a meter competently you may be pleasantly surprised by how straightforward the systems are. And your bottom line may be better for it.

work, not necessarily a sign of a fault (but always consult the relevant service information). Wasting diagnostic time chasing a problem that doesn’t exist is never fun.

One additional thing about heated washer jets: some of the aftermarket washer heater kits have been known to get a bit too hot, melting not only the nozzle itself but also the wiper arm and blade.

If that’s the case, obviously there’s a problem which needs fixing. Hey, at least you know the circuit was getting power!

6. Wipers still wear out Your customer may not mention the problem, but you should still take the time to inspect the condition of the blades. This may seem obvious, but it’s still worth checking. Worn wiper blades are easy to spot and usually an easy thing to sell (although some customers may be upset if anything is added to their bill without prior approval). If you’ve just done major work to a vehicle, it makes good sense to ensure the simple things are also working properly – even if the customer forgot about it when you were doing up the work order. It’s just a value-added thing to check to keep customers happy and coming back to your shop.

7. Turn it off before you start Turn the switch to the off position before servicing the vehicle. True, forgetting this step isn’t the end of the world, but it’s a good idea so the wipers don’t activate unexpectedly. This is particularly relevant if you send your customers’ vehicles SEPTEMBER 2008

CANADIAN TECHNICIAN 33

Conversion

experience Turning your customers’ pain at the pumps into profits for your shop.

By Claire Newman il companies aren’t the only ones profiting from record fuel prices.

Alternative fuel service and installation centers are also profiting as prices continue to rise and vehicle owners across the country line up to have their vehicles modified to run on propane.

Willie Stephen of MaX-Quip’s alternative fuels division in Vancouver says sales of his conversion kits are up 20 per cent from last year, mostly thanks to high demand in B.C. and Ontario.

“Everyone says they do it because it runs cleaner,” says Willie, “but when it helps them in the pocketbook, that’s when they do it.”

This trend doesn’t apply to the Maritimes where the costs for propane and gasoline are about the same.

Sales are booming at Downtown Auto Centre in Kitchener, Ont. They’ve done more than 100 conversion so far this year.

Last year, they did about 25. With one scheduled almost weekly for the rest of 2008, and a plum contract with a nearby regional government, owner Greg Pilecki is keeping pretty busy.

He says there’s a wide range of conversion clients. “We’re dealing with fleets, construction companies, cabs, airport vans, limos, and tree-huggers doing the right thing for the environment.”

Consumers are happy because the conversions usually pay for themselves fairly quickly, despite propane’s lower BTU compared to gasoline.

“Converting with a high-end propane system, such as ‘plug and drive’ – a sequentially injected low-pressure vapor system with an intelligent computer system whose algorithm controls fuel very precisely – costs about $4,500,” says Greg,

O

34 CANADIAN TECHNICIAN

Greg Pilecki, of Downtown Auto Centre in Kitchener, Ont., says the number of propane power conversions he does has gone way up since gas prices started to rise. This new pickup truck took over 25 hours to convert.

“And there’s also a $750 rebate from the government for converting a vehicle in the first six months of owning it. Doing 35,000 km per year, a payback would take about a year… but for an airport van doing 100,000 km per year? Three to four months (for) payback.”

Another company seeing a boom in propane conversions is PHD Group Canada, based in Mississauga, ON. “We’re doing two conversions a day, with a waiting list to get in,” says Pete Pietraszek. “It’s because of the big savings. Last year we were doing one a day.”

He predicts the conversion business will stay busy “as long as fuel prices stay

high.”

But the conversion process can be challenging. Converting a vehicle to run on propane involves, in the simplest terms, installing a separate fuel tank and a separate fuel injection system – and many shops and technicians shy away from performing such an invasive procedure on a newer vehicle.

But if you’re curious about what’s involved, you’re in luck. A new web site (www.propaneconversion.ca), aimed at fleet managers who might be considering converting vehicles to run on propane, was recently launched to help explain the process. It’s also an interesting read for SEPTEMBER 2008

technicians and shop owners curious about the work.

Greg says one the most common questions he’s asked about conversions is how the process affects a vehicle’s warranty.

He’ll tell customers that their vehicle warranty would only be affected if the propane conversion was deemed to be the cause of a problem. To alleviate any concerns, he provides a one-year warranty on the conversion.

Greg’s also frequently asked if propane is safe. “In my opinion,” he says, “it’s safer than gas.”

He points out that propane tanks are 20 times more puncture-resistant than gasoline tanks, making them less likely to rupture in an accident. Furthermore, there are numerous safety devices in the tank itself – like an overfill protection device which stops the filling process when the tank reaches 80 per cent of its liquid capacity, allowing for volume changes due to temperature variations.

Tanks also routinely feature double backcheck valves, liquid line excess flow valves, and electric shut-offs (to prevent the escape of propane if the fuel line ruptures in an accident).

So what about performance losses?

“They’re virtually unnoticeable with these new systems,” he says.

Bill Egbert, general manager of the Propane Training Institute, agrees.

“Gasoline vehicles which are converted to propane may experience a slight drop in the maximum horsepower of the vehicle under a wide-open throttle,” he says.

“Propane is a less dense fuel than gasoline, so power might decrease slightly, but operators rarely notice this loss.”

Remember, when an engine knocks, it results in reduced power. And propane has a much higher octane rating than gasoline.

“The higher a fuel’s octane rating, the less likely it is to knock, and the greater its efficiency. Propane’s Road Octane Number is 104, compared to gasoline’s rating of 86 to 94. Gasoline is more likely to knock than propane, resulting in reduced power,” Bill says.

The reason for the seamless performance in recent years is improved technology.

“Previous systems used simple technology to add propane to an engine through an existing carburetor or add-on carburetor,” says Bill. “The propane or liquid petroleum gas (LPG) injection systems in use today use the sequential injection system currently installed on vehicles at the factory for gasoline. Propane systems incorporate separate injectors for each cylinder controlled by sophisticated computers.

“The key difference in the systems is the tank assembly and the regulators,” he continues. “Also, the cost of a liquid (LPI) injection system is typically more expensive than a vapor (VSI) injection system, due to the requirement for a liquid pump and the liquid regulator design.”

If you’re considering getting into the conversion market, Greg recommends getting good training and using high-qual-

This propane tank, designed for a full-size pickup truck, will fit exactly where the spare tire goes. You’ll have to find a new home for the spare. The propane is stored under pressure (250 psig).

SEPTEMBER 2008

Propane primer Propane is often called a liquefied petroleum gas (shortened to ‘LP gas’ or LPG). These can originate from two sources – either in the process of oil refinement, or during the processing of natural gas. LPGs which stem from natural gas (as is the case for most propane produced in Canada) are referred to as Natural Gas Liquids (or NGLs). Other NGLs includes butane, propylene, and ethane. At normal temperature and pressure, propane is a gas. It changes to a liquid when cooled and moderately pressurized to about twice the pressure in a normal truck tire.

— Source: Bill Egbert, Propane Training Institute.

ity systems.

He’s also quick to point out that the conversion business isn’t always booming. So be prepared for idle times.

And be aware you may need special licenses to perform conversions.

“Certification requirements vary among provinces,” says Tracy Walden, communications manager of the Propane Gas Association of Canada. “Some things anyone can do, and some you need certification.”

Previous experience with the process really helps too, since the system diagrams are sometimes written in foreign languages or use different terminology (such as ‘petrol’ injectors).

Be forewarned, the conversion process ties up a skilled technician for over 25 hours while the job is underway. Can you afford to lose a tech for that long?

Another consideration is the cost of stocking all of the various conversionrelated parts. It can really add up.

But if it makes sense for you when you’ve crunched the numbers, you may decide you want to get in on the game. Bill is optimistic about the future of propane conversions. “Propane has been powering vehicles for over two decades already,” he points out, “and due to the economic and environmental benefits of propane as a transportation fuel, its future is secure for many years to come.”

CANADIAN TECHNICIAN 35

CV drive shaft ACDelco has a new CV drive shaft line with all-makes, all-models coverage. In addition to the initial 212 part numbers added this spring, 23 CV shaft part numbers have recently been added. These new products feature neoprene boots and stainless steel clamps,

leaving them feeling greasy or irritated. Ultra Cherry does not use kerosene or phosphates. www.permatex.com

Quiet impact wrench Matco has released its latest 1/2” air impact wrench – the MT1759QA. The ‘QA’ stands for Quiet Air, because it operates at a relatively quiet 86 dBA. In reverse, its maximum torque is 780 ft-lbs. Maximum break-

a w a y torque in reverse is 1,100 ft-lbs.

Matco says it features an improved range on power regulator settings, and a new Matco housing design. www.matcotools.com

and come with hardware kits (nuts, dust boots, slingers, hanger brackets, and bearings) and grease. www.acdelcocanada.com

Pump-mounted driver Dorman introduces its new-to-the-aftermarket OE Solution GM Pump-Mounted Driver (#904-104). Dorman says the new PMD has been improved to prolong its product life.

The PMD is designed with h i g h e r- r a t e d electronics that provide greater circuit board durability. It includes soft-potting material that dampens vibration. The Dorman PMD also features an upgraded transistor mount and a silicon-enhanced heat-transfer pad. www.dormanproducts.com.

Hand cleaner Permatex (innovators of Fast Orange waterless hand cleaners) has introduced Ultra Cherry Pumice Hand Scrub. Ultra Cherry has a unique skin-conditioning system that combines a cherry scent with a blend of skin conditioners, including lanolin, glycerin, aloe vera, and polybutene to help restore moisture and prevent dry, chapped working hands without

SEPTEMBER 2008

CANADIAN TECHNICIAN 37

Spark plug catalog Bosch’s comprehensive new 2007/2008 Spark Plug Catalog (#221101-2007/08) covers virtually all domestic and import automotive, light truck, and van applications as well as motorcycle, small engine, lawn mower, industrial, and commercial applica-

tions, plus diesel glow plugs. Applications are listed by make, year, model, and engine. Also included is a spark plug buyer’s guide with part and plug number, year, and principal applications. www.bosch.ca

Three-stage arms Low, wide-bodied vehicles and vehicles with short wheelbases can be tricky to position and pick up using a swing-arm, frame-engaging lift. That’s why Rotary Lift says it has improved the retraction of its SmartLift inground lift’s three-stage arms by 7/8 inch.

The arms now retract to just 18-3/8 inches and extend to a full 42-3/8 inches. This wide range of motion gives technicians more flexibility in spotting a vehicle for lifting since it doesn’t have to be exactly centered.

Increasing the three-stage arm retraction on the SmartLift SL210i-RA/SL210-RA resulted from customer input and Rotary’s “upstream engineering” program. www.rotarylift.com.

Wireless scan tool SPX has announced the launch of Pegisys (Professional Enhanced Graphical Information System), a brand new diagnostic tool with wireless capabilities and diagnostic features for enhanced automotive testing.

OTC also offers a new web-based e-learning program designed to get technician up to

speed fast at www.PegisysOTC.com. Once online, technicians can access and explore training modules of interest, view instructorguided information, and review the information with interactive testing and certification.

The Pegisys will also be the catalyst for a series of new, direct-to-end market, products and services including Internet-based repair information and diagnostic services. www.PegisysOTC.com.

38 CANADIAN TECHNICIAN

SEPTEMBER 2008

Degreaser ECO-D is a specially formulated non-toxic, biodegradable concentrated degreaser designed for use in soak tanks, ultra sonic tanks, parts washers, and pressure washers. Itâ&#x20AC;&#x2122;s engineered to remove grease, oil, and carbon build-up on vehicles, shop equipment, and parts. Itâ&#x20AC;&#x2122;s also said to be safer and stronger than hazardous petroleum-based solvents. ECO-D can be used straight from the bottle or diluted. Parts can be soaked from one minute to 24-hours to remove grime. Agitation and heat help speed the process, but are not necessary. www.orisonmarketing.com

Power steering cleaner Justice Brothers has just released an all-new Power Steering System Cleaner, designed for use prior to a complete professional power steering system service. Formulated to break down harmful residues while cleaning the pump, fluid lines, racks and valves, it contains no harsh chemicals, and can be used in all domestic and import steering systems. It also contains Justice Brothers Metal Conditioner to protect internal metal parts. www.justicebrothers.com

Lighting catalog Hella has just released its new 2008-2009 lighting spare parts catalog. The 84-page catalog includes a wide variety of OEM-quality replacements parts for various Audi, BMW, Chevrolet, Dodge, Ford, Freightliner, Mazda, Mercedes Benz, Mini, SAAB, Toyota, and Volkswagen models. It features complete application listings with parts photos and ordering details, as well as an OEM part number cross reference. www.hellausa.com

in

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Bead-protecting tire changer The TCX500BP enhanced swing-arm tire changer uses familiar mechanical operation and includes an auxiliary bead press arm to aid in clamping, lubricating, demounting, and mounting difficult wheel and tire combinations. The bead press arm can be used to push a stiff sidewall tire into the dropcenter of a rim and keep it in position as the wheel rotates when demounting or mounting, greatly reducing lever effort and risk of bead damage. The tabletop clamping system clamps wheels from 11 to 22 inches in diameter, and up to 26-inch wheels with optional jaw extensions. www.hunter.com

SEPTEMBER 2008

MANN-FILTER â&#x20AC;&#x201C; performance and protection.

Since 1941, MANN-FILTER has set the VWDQGDUG IRU Ă&#x20AC;OWHU TXDOLW\ DQG LQQRYDWLRQ 1RZ 0$11 ),/7(5 TXDOLW\ LV DYDLODEOH IRU 8 6 DQG &DQDGLDQ DXWRPRELOHV too. With a wide and growing filter SURJUDP ZHŇ&#x2039;UH SRLVHG WR SURYLGH RXU SURYHQ OHYHOV RI VHUYLFH DQG SDUWQHUVKLS MANN-FILTER. Always the right choice.

MANN + HUMMEL USA, Inc. Tel (269) 329-7211 â&#x20AC;˘ www.mann-filter.us

CANADIAN TECHNICIAN 39

Disposable wipes

On-line lift booklet

Kimberly-Clark Professional’s WypAll X50 wipes, are now available in two new delivery systems: a fold box and a pop-up box with one-at-a-time dispensing (they were previously available only in jumbo rolls). www.kcprofessional.com

Mohawk Lifts has published a new 12page online booklet designed to assist lift buyers with information about Mohawk’s lifts. Called “What Makes a Mohawk a Mohawk,” it shows

pictures and descriptive text of different lifts, components and lift brand comparisons. It’s geared to assist lift users about lift safety, ALI/ETL certification, and the National Safety Standards for vehicle lifts. www.mohawklifts.com

Refrigerant identifier Neutronics says its Ultima ID Refrigerant Identifier is designed to help automotive service and repair facilities prevent problems with refrigerant contamination. “Refrigerant

FOREIGN NAMEPLATE PARTS (FNP)

LOOK NO FURTHER…

YES! WE’VE GOT THEM.

contamination is one of the biggest issues confronting our industry,” says Peter Coll, Neutronics refrigerant analysis sales manager. “The increasing cost of AC service, and increasing DIY usage has opened the door for AC service headaches and ushered in a variety of refrigerant substitutes, including propane, HC-hydrocarbon, and 134a mixtures. These are not only potentially harmful to shops, but to the technicians as well.” www.neutronicsinc.com

Hand-held wireless Computer

FOR MORE INFORMATION, CONTACT YOUR UNI-SELECT MEMBER

40 CANADIAN TECHNICIAN

Panasonic unveils the hand-held Toughbook CF-U1, integrating features previously only available on a full-size Toughbook. Its fanless all-weather design also reduces noise and weight, and eliminates points of failure with twin, hot-swappable batteries, and a magnesium-alloy chassis for protection from drops of up to four feet. It offers connectivity with optional integrated 3G mobile broadband, Wi-Fi, integrated Bluetooth radios, and optional GPS technology. www.panasonic.com/toughbook SEPTEMBER 2008

Video coincides with launch Dorman has announced the launch of a new informational video which explains how to use the company’s newly released OE

through model year 2008. www.schrader-bridgeport.com

Sears OBD-II scan tool The first-ever Craftsman OBD-II scan tool – the Craftsman OBD-II and I Scan Tool Kit – has been introduced in the 2008-2009 Craftsman power and hand tools catalog and on sears.com/shoptools. The software is flash-updateable via Windows PC systems.

The Craftsman Scan Tool Kit (#20899) includes a protective scan tool boot and a tool case containing 13 accessories and connectors, including four OBD-I adaptors. www.sears.com

Solutions AC Line Repair Kit (#800-600). It features an on-site demonstration of the tool in use. www.dormanproducts.com.

Stainless steel diesel exhausts Corsa Performance Exhausts has expanded its diesel offerings and applied its patented ‘drone-busting’ technology to the newest lineup of high-performance mufflers for diesel applications. Corsa’s dB Series Diesel Mufflers are made from premium stainless steel and can be fitted to all non-DPF-equipped Chevrolet Duramax 6.6L, 6.5L and 6.2L trucks, Ford Powerstroke 6.0L and 7.3L trucks, and pre-2008 Dodge Cummins 5.9L trucks. The mufflers, which are designed with 4-inch inlets and outlets, are expanded and notched for clamp-on or weldin installation. www.corsaperformance.com

HELP ALL YOUR CUSTOMERS

FEEL THE CLEAN.

TPMS guide Schrader-Bridgeport International announces the availability of its new 2008 AirAware tire pressure monitoring systems (TPMS) guide.

The guide (published by Mitchell 1), contains TPMS descriptions and operation specifications listed by vehicle make, model, and year including activation, reset, and re-learn procedures, dismounting and mounting instructions, and special tool requirements for each vehicle. There’s also a quick reference table for special precautions during dismounting or mounting of tires. The guide covers all domestic and import vehicles equipped with TPMS SEPTEMBER 2008

®

How Pennzoil with active cleansing agents can help you sell more oil changes.

When your customers’ engines are running clean, they feel it. That’s why Pennzoil ® motor oil is formulated with active cleansing agents that actively seek out and neutralize dirt and contaminants in their oil before they can form harmful performance-robbing deposits on vital engine parts or passageways. In fact, no leading conventional oil helps keep engines cleaner.* And we’re broadcasting this message to as many people as possible through a powerful, integrated campaign that combines national TV, print and online advertising with companion training, sales and point-of-sale materials. So be sure to recommend Pennzoil ® to all of your customers. Because when your customers are feeling good, you’re feeling good too. For more information, visit Pennzoil.com.

*Based on ASTM D 6593 sludge results using SAE 5W-30.

No leading conventional oil helps keep engines cleaner.*

©2008 SOPUS Products. All rights reserved.

CANADIAN TECHNICIAN 41

The opportunities you want Job Title To Go Here Finning (Canada) is currently seeking the following FULL TIME POSITIONS in various locations throughout Western Canada:

THE NUMBER ONE SELLING USED-OIL FURNACE OF ALL TIME Escalating energy costs make your used-oil more valuable than ever before. On-site recycling can drastically reduce your energy costs while immediately increasing your cash flow.

Service Management Competition #07-0543 Service Advisor(s) Competition #07-0423 Apprentice Heavy Equipment Technician(s)

INSIDE THE RED BOX What you see makes it a Clean Burn. What you don’t see makes it “burn clean.”

Our patented Clean Burn heat exchanger provides you with more heat from less oil. Only “The Red Box” includes 250 percent more surface area for greater heat transfer than any typical blast tube.

The result: More heat per gallon of oil.

Competition #07-0540 (Please be advised that Journeyman Automotive Technicians are recognized as 3rd Year Apprentices.)

For more information on Finning (Canada), these positions and/or to apply online, visit www.finning.ca Please submit your resumé online and state the competition number.

Finning (Canada) sells and services the full line of CATERPILLAR equipment.

Finning (Canada) sells and services the full line of Caterpillar® equipment.

1-888-finning | finning.ca

www.deonsupply.com 1-800-824-4115

DSI Installation and After Sales Support will ensure maximum savings for years to come

GET YOUR FREE SUBSCRIPTION – FILL IN THIS CARD! ❏ Yes, please send (continue to send) CANADIAN TECHNICIAN magazine – FREE! ❏ No... do not send CANADIAN TECHNICIAN magazine to me.

Signature

Date

Please Fax Back To:

416/614-8861 or mail to

Name: Company Name: Company Address: City:

Province:

Telephone:

Fax:

Postal Code:

IMPORTANT!

You must answer all questions

e-mail:

2. I am provincially licensed to repair vehicles: ❑ Yes ❑ No

3. I specify, select, approve or influence/recommend the purchase of automotive replacement parts, tools, or equipment (check all that apply): ❑ Specify ❑ Select ❑ Approve ❑ Influence or recommend ❑ None of the above 4. The type of work we do here includes (check all that apply): 1. ❑ Oil / filter / lube service 2. ❑ Battery sales / service 3. ❑ Brake service 4. ❑ Engine repair / overhaul 5. ❑ Engine performance / emissions / tune-up

6. ❑ Electrical service - chassis 7. ❑ Electrical service - engine 8. ❑ Exhaust / muffler / catalytic converter 9. ❑ Shock / strut service 10. ❑ Steering / suspension service 11. ❑ Wheel alignment / wheel service 12. ❑ Transmission / transaxle service or overhaul (automatic) 13. ❑ Transmission / transaxle service or overhaul (manual) 14. ❑ AC service 15. ❑ Cooling system / radiator service 16. ❑ Emission control service 17. ❑ Clutch service 18. ❑ Fuel injection service 19. ❑ Diesel engine service 20. ❑ Tire sales / service

Have a comment to make about Canadian Technician?

We’re listening. _________________________________________________ _____________________________________________________________ _____________________________________________________________ Please call me, I have a story idea for Canadian Technician.

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42 CANADIAN TECHNICIAN

MY JOB TITLE IS (CHECK ONE ONLY): ❑ Shop owner / Shop manager ❑ Administration ❑ Service writer / Service manager ❑ Lead technician / Shop foreman ❑ Technician ❑ Apprentice ❑ Other (specify):_________________ 5. Average number of vehicles serviced at this location per week: _______________________________________________________ 6. Number of service bays at this location: _______________________________________________________ 7. Number of mechanics/technicians employed at this location: _______________________________________________________ 8. Number of apprentice technicians employed at this location: _______________________________________________________

What would you like to see more of in Canadian Technician?

❏ Human interest stories and profiles ❏ Technical articles ❏ Business management articles ❏ New product information ❏ News about supplier companies

September 2008

1. This location is a (check one only): A. ❑ General service and repair shop B. ❑ Specialized service and repair shop C. ❑ Service station with repair facilities D. ❑ Automotive rebuilder E. ❑ New car/truck dealer F. ❑ Body shop with repair facilities G. ❑ Fleet owner with repair facilities H. ❑ Other (specify): ________________________

451 Attwell Drive, Toronto, ON M9W 5C4

SEPTEMBER 2008

®

New TPMS tool OTC unveils its new TPMS scan tool (part number 3870), built on the platform of the Genisys Scan Tool technology. This new tool supports both direct and indirect TPM systems and comes with the latest coverage for testing and resetting TPMS-equipped cars, light-duty trucks, and mini-vans. The soft-

ware comes preloaded with bi-directional test capabilities for TPMS sensor I.D. programming. With the tool, technicians can scan for good or bad TPMS sensors, read and clear diagnostic trouble codes, display TPMS data stream values of vehicle computer sensor tire pressure information, and view pertinent repair information and TPMS test and reset procedures. www.otctools.com

Asymmetrical lift Rotary Lift’s SPOA10 and A10i two-post lifts offer asymmetrical lifting for longer lift life and maximum access to the vehicle’s interior. The columns of the lifts are rotated 30 degrees, making it possible for technicians to fully open passenger car doors to more easily access the vehicle interior and get under the dash, with less worry about door dings. Both lifts have a 10,000 lb. rated capacity, maintenance-free slider block bearings, easy-position arm restraints, and overhead padded switch bars to prevent damage if a vehicle is raised too high. www.rotarylift.com

Oil filter tool Matco has released a new oil filter tool in a special size for Mercedes-Benz BlueTec diesel engines. The new tool (KL0122425) is a SEPTEMBER 2008

3/8” square drive for torque wrench use in a special blue color for BlueTec engines. www.matcotools.com

New Products!

Ultra Cherry™ Pumice Hand Cleaner

TPMS service kit Ken-Tool’s Universal Master TPMS Sensor Hardware and Tool Service Set for tire pressure monitoring system sensors (#30000) is an allinclusive kit that includes hardware and application-specific tools for servicing valve-stem TPMS sensors. The set ensures that tire service technicians won’t have to purchase several individual hardware kits from different sensor manufacturers and then separately purchase expensive TPMS sensor service tools as well. Replacing old hardware helps the TPMS system function properly when the tire is remounted on the vehicle. www.kentool.com

Ultra Cherry™ pumice hand cleaner is made to handle your dirtiest jobs.

Removes the toughest grease, grime, and oil, plus tar, adhesives, epoxies, and more; all while moisturizing and preventing dry skin. Its light cherry clean scent is refreshing and contains no petroleum odours.

LED lamps Grote’s new round and oval LED stop, tail, and turn lamps are piercing a previously untapped market in the vehicle lighting and transportation industry. They feature male pin or hard-shell terminations, and are said to be ideal for fleets desiring to upgrade from incandescent lights to LEDs. “It’s a more costeffective option than has ever been available before,” says Steve Green, Grote business development manager for signal lighting. www.grote.com

Custom lines Using coiled tubing to make stock or custom hard lines just became easier with Classic Tube’s new tool for light-wall tubing from 3/16 to 1/2-inch OD. Feed the tubing into one end of the tool and straight tubing will come out the other end.

Just cut to the length you need. www.classictube.com

Order Today: #28218 - 3L Jug #28108 - 221ml Bottle

Also try Ceramic Extreme Brake Lubricant Performs under the most adverse braking conditions. #24126 - 236ml bottle #24127 - 28g tube

For more information go to www.permatex.com or call 1-800-924-6994 Permatex, Design, Ultra Slick and Ultra Cherry are TMs of Illinois Tool Works, Inc. © Copyright 2008. Permatex, Inc. All rights reserved. 0805-090A

CANADIAN TECHNICIAN 43

2

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Bolts to the hub.

The plug ______ the air-fuel/mixture.

Exterior warning lamp.

“I ___, I ____, so off to work I go.”

American retirement fund, or Sinn Féin’s muscle.

These are posted to tell consumer how much you charge per hour.

What you do to crooked wheels.

Chevy van.

Brake components.

Gasket maker, founded in 1962 by Karl Haller.

Breakfast food.

May 2008 Auto Puzzle S

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

Name:

DOWN 1.

2.

3.

4.

5.

6.

7.

10.

11.

12.

15.

16.

20.

21.

Type of passenger car.

Acronym for when you’re going to get there.

Upper coolant entrance point.

To complain constantly.

Full-size Dodge SUV, introduced in 1998 as a mid-size SUV, to replace the Ramcharger.

Battery cable-ends.

Fastened.

Engine parts.

These prevent leaks.

English-American folk rock band popular in the 1970s.

What you’re helping to protect when you get your ODP certification.

Concur.

Utilize.

Acronym for a device by Delphi that enhances standard power steering systems by adjusting the required steering effort in relation to engine rpm or vehicle speed. Also a British car magazine.

B

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19. Held in place.

22. Makes the heart grow fonder.

23. Crossover SUV by Nissan.

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9.

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SEPTEMBER 08

AUTO PUZZLE

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Congratulations to Wanda Michelin of Toromont Cat in Goose Bay, NL, for solving our May 2008 puzzle. She wins a Goodyear Prize Pack.

Send your solved puzzle to Canadian Technician.

We’ll draw a winner on Nov. 17, 2008.

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

Workplace:

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.

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: What do you do for fun away from the shop?

* Answers may be published in Canadian Technician.

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.

continued from page 46 broke out on his forehead as his voice trailed off.

Tooner spat into a garbage can. “About time, big shot!”

“Easy now,” soothed Basil. “Beanie, confirming a diagnosis is wise. Like King Solomon wrote, ‘in the multitude of counsellors there is safety.’ I believe you’ll find this clunking noise is a common complaint with these GM cars, as well as with GM trucks from around 1999 on up. Why don’t you check the online databases?”

Beanie hoofed it over to the shop computer, relieved to be out of Tooner’s withering glare. Before long he returned with a service bulletin in his hand. “Apparently the problem could be in the intermediate shaft between the steering column and the rack or steering box,” admitted Beanie.

“The solution is to pull the shaft apart and lubricate it with a special grease from GM.” He sighed. “I guess I was premature in ordering up a new rack, eh?”

As I dug out an apple at afternoon coffee, I detected a much calmer atmosphere.

At least Tooner’s teeth weren’t grinding as he ate his sandwich.

“So Beanie, what made you ask for advice on that rack problem?”

Beanie grimaced. “It was Sam. She told me how lucky she was to be dating a guy who never returns a part because of a hasty diagnosis. Turns out Herk’s had a stream of rack returns because of technician error, but she said she was absolutely sure I’d done a thorough diagnosis. And she said she thinks guys who are ace troubleshooters are hot.”

Basil chuckled. “I’d say going from ‘Hot Shot’ to just being ‘Hot’ is a good trade-off.”

“I guess.” He took a swig of his root beer. “What I can’t figure out is the timing.

It’s like she knew I was about to blow it on that steering rack job.” He shook his head ruefully. “Man, she is one smart lady.”

The way I see it, Beanie learned two very important lessons here: Always seek out good advice, and when you succeed, give all the credit to the lady in your life.

Do that and life will be a lot less clunky.

Rick Cogbill is a licensed technician and former shop owner in Summerland, B.C. Send your Car Side ideas to Rick at rick.cogbill@shawcable.com.

SEPTEMBER 2008

ADVERTISER INDEX Advertiser

Website Address

Phone

Automotive Aftermarket E-Learning Centre

8

aaec.ca

1-800-267-5497

ASC Industries 2100 International Parkway North Canton, OH 44720

18

www.asc-ind.com

1-330-899-0340

Auto Dealer Staff

39

autodealerstaff.ca

Dayco

38

www.dayco.ca

Diagnostic Solutions Diagnostic Solutions Inc. Newmarket, Ontario

24

1-800-268-5216 905-853 0199

Goodyear

44

www.goodyearbeltsandhose.ca

1-888-275-4397

Finning (Canada)

42

www.finning.ca

1-888-FINNING

Imperial Oil (Mobil 1)

10,11

www.imperialoil.ca

1-800-567-3776

Honeywell (Autolite)

9 28

www.irvingoil.com

1-800-574-LUBE

4

www.kyb.com

1-630-620-5555

Motorist Assurance Program of Canada

37

www.motorist.org

905-726-8886

MAHLE Clevite Canada 509 Glendale Avenue East, Unit #305 Niagara-On-The-Lake, ON L0S 1J0

31

www.mahleclevite.ca

905-682-5871

Mann-Hummel

39

Mitchell1 14145 Danielson Street ext.6313 Poway, CA 92064

16

www.mitchell1.com

1-888-724-6742

Mopar

6

www.mopar.ca

1-866-38-MOPAR

NAPA

26

www.napaonlinecanada.com

1-866-GET-NAPA

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

41

www.pennzoil.com

1-800-263-6200

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

43

www.permatex.com

1-800-924-6994

Shell Lubricants

36

www.shell.ca

Visit our website

2

www.snapon.com

1-800-734-2676

SPX Canada 5695 Whittle Road Mississauga, ON L4Z 3P8

47

www.genisysotc.com

Contact local agent

Tenneco Automotive 1 International Drive Monroe, MI 48161

15

www.monroe.com

Visit our website

Uni–Select 170 Industriel Boul Boucherville QC, J4B 2X3

40

www.uni-select.com

1-450-641-2440

Valvoline 905 Winston Churchill Blvd Mississauga, ON L5J 4P2

22

www.valvoline.com

1-800-TEAM-VAL

Worldpac

48

www.worldpac.ca

800-463-8749

IrvingOil KYB America LLC 140 North Mitchell Court Addison, IL 60101

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

WORLDPAC

Page

CANADIAN TECHNICIAN 45

The Car Side

By Rick Cogbill

When Slim’s apprentice gets too uppity, the gang conspires to take him down a notch.

A cold chill pervaded the lunchroom -which is strange since we don’t have an air conditioner. Tooner gnawed furiously on a chunk of beef jerky, while Basil stared at a magazine, completely ignoring his triple chocolate doughnut.

“All right, what’s eating you two?”

Tooner just growled. Basil sighed and put down his magazine. “Slim, it’s Beanie.

He’s become impossible to live with!”

“Yeah.” Tooner picked a piece of gristle from his teeth. “Ever since he got 98 per cent on his fourth-year exam, he’s been too good for us!”

“So what’s wrong with feeling proud of your accomplishments?”

Basil slammed down a fist. “Being proud is one thing! Acting ornery and arrogant is quite another!” He glanced at Tooner. “Uh, no offence there, buddy.”

“None taken.” Tooner poked a greasy finger at me. “Beanie did well, but he ain’t an experienced journeyman yet. He won’t even ask for help on a diagnosis anymore, and these days, collaboration is the only way to stay on track with your repairs.”

Joining them at the table, I said, “Sorry, guys. I’ve been so busy up front that I haven’t noticed the change in Bean.” I opened up a soft drink. “Tell you what; I’ve got a special repair job waiting outside. Maybe we can use it to get him back on track.”

I located our self-inflated apprentice and escorted him to the parking lot. “This 2004 Pontiac Grand Prix has an annoying clunk when you turn the steering wheel back and forth.” I handed him the keys.

“Don’t forget to check with Basil or Tooner if you need help.”

The Bean sniffed loudly. “No need to check with the Jurassic Crew for a vehicle this new. Leave it to me, Slim; I can handle it. Say, did I tell you about my 98 per cent?”

Quigley and I were in the front office when King Bean arrived to deliver his judgment. “The steering rack is shot, so 46 CANADIAN TECHNICIAN

Wise and Clunky Things

I’ve ordered up a replacement.” He turned to go.

“Hold up,” I said. “How’d you come to that conclusion?”

He shrugged. “Easy. I checked out all the tie rod ends and ball joints; they’re nice and tight, as are the rack mounts.

The clunk must be an internal rack problem – probably a worn bushing or something.” He edged towards the door again.

“Wait! Did you get a second opinion?”

Beanie’s nostrils flared. “That’s a waste of time, Slim! Look, I don’t like ordering unnecessary parts any more than the next guy. What’s the matter; don’t you trust my work?” And with that he stomped out of the office.

Quigley was stunned. “Whoa! Are you gonna let him get away with that?!”

“Don’t worry,” I said. “I’ve got this all under control. I hit the speed dial to Herkle’s Auto Parts and asked to speak to Samantha, Herk’s delivery girl. Not coincidentally, Sam is also Beanie’s girlfriend.

“Sam,” I said, “I got a favor to ask…”

When she pulled up 30 minutes later, I was loitering by the bay door. I wasn’t going to miss this for the world.

Tossing her short blond hair out of her eyes, Sam got out and reached into the back of the truck for the rebuilt steering rack assembly. “Thanks for doing this, Sam,” I whispered as she went by. “I could just lower the boom on him, but…”

Sam’s blue eyes danced. “This will be fun! He’s needed an attitude adjustment for a while now.”

She located our young apprentice, and I could see them chatting as she handed over the part. Actually, Sam chatted; Beanie just listened with his mouth open.

After she left, Beanie dawdled around his bench for a while before shuffling over to where Basil and Tooner where working. “Uh, guys, I was just…I mean, before I install this rack… have you ever seen… uh, do you think anything else could be causing that clunk?” Beads of sweat

continued on page 45 SEPTEMBER 2008

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