Canadian Technician December 2007

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DECEMBER 2007

Service strategies How consumer trends can impact your oil-change business ALSO:

• Cross-border shopping • LinderTech North 2008 • Inspecting your own lifts www.canadiantechnician.ca

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For over a century, Havoline® has been a part of the automotive landscape.

You’ve trusted us to supply you with the quality products you need to help keep your customers’ vehicles running longer. Thanks.

For more information call 800-465-2772 or visit www.havoline.com © 2007 Chevron Lubricants Canada Inc. All rights reserved. All trademarks are the property of Chevron Intellectual Property LLC.

DECEMBER 2007

VOL. 12 NO. 10

Departments

12

Editorial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7 Letters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8 Reader Rides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8 Out & About . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11 EyeSpy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12 Product Central . . . . . . . . . . . . . . . . . . . . . . . . . . . .24 Havoline Auto Puzzle . . . . . . . . . . . . . . . . . . . . . . .28 Ad Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29

Columnists

13

Management S.O.S. . . . . . . . . . . . . . . . . . . . .14

By Kelly Bennett The Greenwood Report . . . . . . . . . . . . . . . . .16

By Bob Greenwood The Car Side . . . . . . . . . . . . . . . . . . . . . . . . . . .30

By Rick Cogbill

Features LinderTech North 2008 . . . . . . . . . . . . .19 The leading technical conference in Canada is gearing up for its third year. Here’s you can expect.

19

A Question of Ethics . . . . . . . . . . . . . . . .21 What do you do when a new customer complains of work done by a competitor… especially when you know that shop to be normally quite good?

Selling oil changes . . . . . . . . . . . . . . . . .22 New research shows how gas prices can impact the way consumers care for their cars. Are you doing all you can to book your customer’s next oil change?

Inspecting your own lift . . . . . . . . . . . .23 It’s the most important – and potentially dangerous – piece of equipment in your shop. A simple walk-around will tell you a lot about the state of your lift if you know what to look for.

23

VOLUME 12

NUMBER 10

PUBLISHER Mark Vreugdenhil mark@canadiantechnician.ca (416) 614-5819 EDITOR / ASSOCIATE PUBLISHER Allan Janssen ajanssen@canadiantechnician.ca (416) 614-5814 NATIONAL SALES MANAGER Martyn Johns mjohns@newcom.ca 416 614-5826 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 PUBLISHED BY Newcom Business Media 451 Attwell Drive Toronto, Ontario M9W 5C4 Phone: (416) 614-0955 Fax: (416) 614-8861 www.canadiantechnician.ca PRESIDENT Jim Glionna 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: $36.04 ($34.00 plus $2.04 GST); one-year subscription in U.S.: US$40; one-year subscription in all other countries: US$65. Copyright 2007. 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.

“Mirror image”

By Will Enns Phone (250) 404-0411 www.canadiantechnician.ca/covers DECEMBER 2007

Editorial

A little help from my friends Got someone you’d like to thank for their help over the years?

I’ll help you get that message to them.

By Allan Janssen Part of my job as editor of Canadian Technician is to get to know you, the readers. What makes you tick… What you think on a wide variety of issues… What your interests are… What you need to know in this ever-changing industry.

I do that in as many ways as I can. The best way, of course, is to get out and meet you where you work, and I do that a lot. If I’m traveling to another city and I’ve got an hour or two to spare, I’ll pop in on a shop and see what they’re working on. (I try not to get in the way.) Or I’ll call up people I’ve met over the years, just to find out what’s going on. And I’m on Canadian Technician Forum every day – lots of views expressed there, I can tell you!

But a few years ago I started asking little questions as part of our Havoline Auto Puzzle. I didn’t expect people to spend a lot of time answering them. There are only three lines to write on, after all; what can you say in 25 words? Not much.

But it’s surprising how often the questions seem to touch a nerve. The answers are absolutely fascinating, and scientific or not, I believe they offer a snap-shot of the industry. I’ve even reported my findings in the magazine. A story on the most problem-prone engines appeared in February 2005. Your thoughts on ASE were reported in April 2005. Your strangest repair was a fun item (October 2005). You swapped ideas on the best free addedvalue service (September 2007), customersupplied parts (August 2006), and jobber

services (April 2007).

In September 2007 I asked, “If you could thank someone for helping you in your career, who would it be and why?”

Who knew so many of you would have someone you’d like thank!

The response rate was nearly 100% and for much of last month I received a steady stream of what amounted to little thank you cards from all corners of the country.

People wanted to thank bosses, parents, teachers, brothers, and fellow techs.

Sample answer? Bob Irvine of J&B Raceworks in London, ON wrote, “I’d thank my father – a great mentor, a great mechanic, and a great person.”

There are just too many to include here, so you know what I’m going to do? I’m going to post all the thank you notes on our web site. And if you’d like to send me some more, I’ll put them in with the others.

Automotive repair is a challenging job and it’s hard to get ahead without someone taking you under their wing. I’m thrilled to know this is such a common experience. It would seem that many of you know the truth of what John Donne so famously wrote, that no man is an island.

If you owe a debt of thanks to someone for their support or help, the next step is to actually thank them… and then help someone else like you were helped.

Man, what a great industry this would be if that were the norm!.

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

CANADIAN TECHNICIAN 7

LARRY DICKISON

LETTERS Ridiculously low door rates hurt the industry RE: Door rate disparities, November 2007 My door rate is $82 an hour – not the most expensive in town, but not the cheapest either. Given my operational costs, I don’t think it’s high enough. Unfortunately, there are shops in Milton that advertise extremely low rates ($40 to $60 an hour) just to bring customers in the door. They use pirated software to save money, and don’t invest in the right tools to do a proper job (like recycle machines for AC work). These guys are giving the public a false impression of the cost of automotive service, and I get questioned for the rates I charge. I understand that competition is good. It forces companies to charge fairly and offer the best service. But misleading the market by offering ridiculous prices is damaging our industry.

Luis Garcia Ami-Go Automotive Milton, ON

Atlantic Canada faces special circumstances RE: Door rate disparities, November 2007 I was slightly insulted by the way Atlantic Canada was depicted in your editorial on door rates. The simple fact is, incomes are lower out here. You can’t expect to receive work on Calgary or Toronto door rates. You’d be out of business in a month.

Most dealers are in the $100 range; a lot of independent shops are in the $20 to 40 range. At $60 we watch a lot of business

walk out the door, especially on vehicles more than five years old (about 70 per cent of our clientele), even with nationwide warranties on our work. I’d like to see a comparison between door rates and local average income, and I’d be surprised if the differences still exist.

Trevor Gracie Canadian Tire, Store #063 Dieppe, NB

Proper door rate is a matter of simple math RE: Door rate disparities, November 2007 Having the right door rate is a critical factor of staying in business and growing. If you use a formula and fill in the blanks, projecting your year’s growth out five years, you can calculate how much you need to charge. It’s simple math that peo-

ple in a variety of businesses have learned. So why can’t we? I would challenge anyone charging less than $90 an hour to pick up the yellow pages and check out all the services that are offered in their communities. Lawn services and landscaping? Party planning? Dog walking? These are things we can do for ourselves, but we choose to hire someone to do them for us. Now if these businesses thrive, why can’t we make a profit?

Charge what you have to charge, and if you lose a customer to someone that charges $5 less an hour, let them go. When the cheaper shops disappoint them, they’ll come crawling back to you.

Ralph Jarvis Service Advisor Renfrew Auto Service Calgary, AB

RIDES

Reader

Ward Zintel, a technician at Perfection Automotive in Saskatoon, SK, sent in this shot of his “trusty ride” – a 1982 Dodge W250 flatdeck.“This truck can carry just over a ton without going over the gvw, and as a result, has a ride that can rattle loose fillings!” he writes.The drivetrain is a 318 2V, 727 auto trans, with Dana60 rear and Dana44 front, both geared 4.10:1.

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!

8 CANADIAN TECHNICIAN

DECEMBER 2007

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&About

Cross-border shopping Is the strong Canadian dollar bad news for border-town repair shops?

T

im Walker, a technician at Bellingham Automotive in Bellingham, Wash., thinks it might be time to start advertising in British Columbia.

Since the Canadian dollar started rising against the American greenback, he’s noticed a steady increase in Canadian motorists looking for automotive repair services in his town.

“Yeah, it might be worth doing some advertising in Canada,” he says. “Maybe Abbotsford, or Langley, or Surrey. We’re only 20 miles from the border and we’ve seen them coming down for repairs.”

The shop where he plies his trade, with its 12 bays and six techs, was already wellfamiliar to Canadians looking for R12 – a refrigerant he can still get his hands on and is still allowed to work with. “But lately we’ve seen some general repairs coming in as well,” he says. “Will they become loyal customers? Well, that’s hard to say.”

Ron Hilderbrandt, owner of Helmut’s Service Center in Abbottsford, B.C., is not too worried. He believes cross-border relationships are difficult to maintain, and are not very common in the auto repair and service industry.

“I think most people just want honest and good work,” he says. “If they find that, they’re going to stay with you. And if the dollar is a little better on one side of the border or the other, it isn’t going to make a big difference.”

He says he didn’t notice American motorists looking for service work in Canada when the Canadian dollar was at $0.60 US, and he doesn’t expect many Canadians were buying repairs in the U.S. when the Canadian dollar hit $1.10 US. “Crossing the border is becoming a pain in the butt,” he says. “The nearest border crossing may be five minutes away but the line up is usually an hour’s wait.”

Ray Griffin, owner of Griffin Autotek in another border town – Sarnia, Ont., DECEMBER 2007

agrees with Ron’s assessment.

“The bridge isn’t always good to cross,” he says. “You can wait for two hours so it’s not very convenient if you’re on a schedule. People who have all the time in the world, like seniors, may take the trouble but the average consumer isn’t interested in the hassle.”

Besides that, there’s a cost to doing business so far from home.

“It is inconvenient if they have work done over there and they have to go back for warranty,” he says.

The bigger issue, both Canadian service providers say, is the number of consumers who bring in parts – bought cheaper in the U.S. – to be professionally installed.

“I tell them if they supply their own parts, they’re on their own,” says Griffin. “I will not help them out whatsoever if I install a starter that they brought me and a week later it stops cranking. I’ll put another one on, but at full price. If they buy the part from me, I’ll take care of them 100 per cent, and they’ll have peace of mind.”

Hildebrandt says he has one customer who has dual citizenship and has tried to bring in his own parts. “We don’t install customer-supplied parts,” he says. “We’ll match the price or give him a break.”

Hildebrandt admits that he may be losing some tire sales to American shops because Canadians are known for going south for cheap tires – sometimes even having them installed there to avoid paying duty. But there are some benefits to the cross-border shopping craze too. His shop, for example, is doing a lot of inspections on used vehicles, purchased by Canadian residents in the U.S. “We’re having a bit of a run on those.”

Meanwhile, the Canadian dollar has started to ease off the throttle. Border towns always watch the rates closely, but Hilderbrandt and Griffin say they won’t lose any sleep about small fluctuations.

Supplier News Bosal adds two to Ontario sales team Bosal Canada Inc. has appointed aftermarket veteran Joe Mercanti as its regional sales manager for Ontario and Chris Dawson as district sales representative for the Ontario sales team.

Mercanti has worked in the Canadian automotive aftermarket for over 30 years and has considerable experience in the exhaust business.

Chris Dawson has over 15 years of experience in the automotive aftermarket, including seven years in the exhaust aftermarket. In other company news, Lyman Agencies Ltd. has been named as Bosal Canada’s exclusive sales representatives in Thunder Bay, Ontario and the provinces of Manitoba, Saskatchewan, Alberta, and British Columbia.

Rotary offers white paper on choosing automotive lifts Rotary Lift has published a free white paper to help independent repair shop owners and dealers choose the right vehicle lifts for their facilities. Automotive Vehicle Lifts: A Resource Guide is available for download at www.rotarylift.com/whitePapers. The 30-page, fully illustrated paper challenges the general perception that all lifts are pretty much the same, differentiated only by price. It covers many of the factors dealers and independent repair shop owners should evaluate when buying new vehicle lifts, including impact on the bottom line, facility planning, and enhancing technician productivity.

RPM named Delphi sales agency of the year

RPM Sales and Marketing of Woodstock, ON, was named Sales Agency of the Year by Delphi. The announcement was made at the annual AAPEX trade show in Las Vegas in November.

OTC launches revamped web site OTC, a business unit of SPX Corporation, has launched a new interactive web site that provides training modules using Quicktime technology and allows Genisys users to see and hear instructional videos interactively. There are more than two dozen specific training modules now available, and new ones are being added regularly. The modules are based on data from realworld fixes by master technicians. Technicians can access the training site at www.genisysotc.com/training.php.

CANADIAN TECHNICIAN 11

Supplier News

OUT & ABOUT

Richard Roy named president and CEO of Uni-Select Inc.

Open lines of communication

Uni-Select’s board of directors has announced the appointment of Richard G. Roy as president and chief executive officer of Uni-Select, effective Jan. 1, 2008. He will succeed Jacques Landreville who will remain a member of the board and will act as a special advisor to the president. Roy has been Uni-Select’s chief operating officer since 2007 and a member of management since 1991.

Auto Service and Repair Week to debut in Las Vegas in 2008

The Automotive Service Association (ASA) and International Autobody Congress & Exposition (NACE) will team up to present a new event during Automotive Aftermarket Industry Week in Las Vegas. Automotive Service & Repair Week (ASRW) will be held at the Mandalay Bay Hotel Nov. 5-8, 2008. It will feature both the NACE show and the Congress of Automotive Repair & Service (CARS) under one roof. According to organizers, the overall goal of ASRW is to bring together buyers and sellers of automotive products and services in one venue that includes both education and trade show activities.

Automotive Aftermarket Industry Week already includes the AAPEX trade show (Nov. 4-6) at the Sands Convention Center and the giant SEMA show (Nov. 4-7) at the Las Vegas Convention Center.

Tenneco’s DRIVE program scheduled to expand in 2008 The Monroe ride control and brake and Walker exhaust brands of Tenneco have announced an expanded commitment to automotive vocational education through the 2007/08 Tenneco DRIVE program. Established in 2005, the DRIVE program has benefited more than 1,400 students enrolled in vocational education programs across North America. DRIVE helps prepare students for successful careers in the automotive parts and service industries. Their schools receive a comprehensive kit of instructional tools related to ride control, brake systems, and exhaust/emission control diagnosis and repair. Program materials include product “take-aparts” and cutaways, literature, and posters. To learn more about the Tenneco DRIVE program and to nominate a school for the 2008/09 school year, write to: DRIVE Marketing, Tenneco Inc., One International Drive, Monroe, Mich. 48161.

AIA’s incoming chair says listening to service providers is key to a healthier aftermarket.

A

fter 25 years in the industry, Larry Raymond says co-operation between jobbers and their repair shop customers has never been better – and he’d like to see it continue to improve.

Under his watch, as chairman of the Automotive Industries Association of Canada’s board of directors, Raymond says he’ll push for even more opportunities for service providers and jobbers to work together to improve the industry.

He particularly likes the way the Be Car Care Aware program has opened new opportunities for jobbers and repair shops alike to reach out to consumers.

“The car check lanes we’ve been seeing lately are really great,” he says. “They’re a lot of fun, and they build relationships between jobbers and service providers.

They give us a chance to see first-hand what the average car is like on our roads.

And most importantly, they’re building connections between motorists and service providers.”

Raymond, who is manager of special markets for Blue Streak-Hygrade Motor Products, believes events like this offer tremendous value for every level in the aftermarket – from manufacturer, to distributor, to service provider.

“I’m sure the week after we do one of

those car checks outside a shopping mall on a Saturday morning, the service providers that participate get a push in business,” he says. “They’re there in uniform. It’s a marketing effort for them.

They’re making a connection with potential customers.”

Strong co-operation between jobbers and service providers is a fairly recent phenomenon in our industry, he says.

“I think we’re seeing more of it these days – with training events, business management classes, and community events – and I think it’s a really healthy trend.

Everyone wins when the service provider has the resources they need to do the job properly.”

He is pleased to see AIA consulting with service providers when embarking on new projects.

“We’ve done that through our service provider association council. And in the last strategic planning session we had service provider representation, which I believe was a first for our association.

We had input from some very successful service providers. Their contribution is incredibly valuable,” he says. “Getting better feedback all the way through the ranks will help guide our direction in the future.”

This 1996 Jimmy came in to River Bend Auto in Winnipeg, MB for a fuel leak.“When we put it on the hoist, this is what we saw,”says technician David Rinas.“The customer had no idea how the screwdriver got there.”

The car was good to go after replacing the filler neck hose.

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:ajanssen@canadiantechnician.ca

12 CANADIAN TECHNICIAN

DECEMBER 2007

OUT & ABOUT

Supplier News

B.C. tech competes in Japan Canada’s 2006 Subaru champ takes part in global contest.

R

oger Dal Santo doesn’t know exactly how well he did at the Subaru World Master Technician Competition, held in Tokyo, Japan in November.

“I can tell you who placed one, two, and three but out of respect for the other competitors, they don’t drill down any further,” he says. “I figure I was middle of the pack… but it would have been nice to win.”

Winning honors went to Norio Watanabe of Japan (first place), Rick Wheeler of New Zealand (second), and Edward Barry of the United States (third).

Dal Santo, a technician at Don Docksteader Motors in Vancouver, B.C., was invited to compete in the world event after winning Subaru Canada’s national skills competition in 2006 and then beating the 2007 winner, Lee Harrison of Calgary, in a head-to-head competition in October.

“I found out I’d be going to Japan only three weeks prior to the event,” he says.

“And in those three weeks, I can tell you I did a lot of studying – all of it on my own time.”

As it turned out, he would have help during the competition. He was allowed to confer with a technical advisor from Canada, Normand Gravel, who accompanied him on the trip.

“In a way it was like a team event,” says Gravel. “I was not allowed to go near the car [a 2008 Subaru Forrester] at all, but if Roger had any questions concerning his diagnosis, he was allowed to come over and discuss it with me.”

The competition was held on the third day of the week-long trip.

“Getting over the jet lag was the toughest part!” says Dal Santo with a laugh. “I think we went about 24 hours without sleeping properly. By the last day we were OK, though!”

For competing, he received a glass trophy and a set of traditional Japanese wine goblets, which will go well with the Samurai swords he won in 2006.

And he says he’ll remember the trip itself as a highlight of his career. In addition to speaking to technicians from around the world, he got a chance to tour the Subaru DECEMBER 2007

assembly plant in Gunma, Japan, and see some famous Japanese landmarks.

He also attended the Tokyo Auto Show, which he said was particularly fascinating.

“It was great. You saw so many cars that

ACDelco announces enhanced training program for 2008 ACDelco has enhanced its industry-leading training offerings, adding more classes, countries and languages, and offering access to a wider audience. Training opportunities have grown during 2007, including 45 new offerings added and five updated for a total of 187 classes, courses or seminars now available. From January through September 2007, service center personnel completed more than 18,000 Technical and Business Management training courses through the ACDelco Learning Management System.

ACDelco has also expanded its Tech Assists, the 10- to 20-minute technical training sessions technicians can take online. With three updated and 31 new sessions this year, ACDelco now offers 84 Tech Assists. For more information, visit www.acdelcotechconnect.com.

Tenneco promises more R&D events for technicians

Roger Dal Santo works on a bugged 2008 Subaru Forrester at the World Master Technician Championship in Tokyo last month.

More than 5,000 technicians and parts specialists participated in 39 Tenneco Technology Tour and Monroe “Ride and Drive” events across North America in the past year.The Technology Tour will return in 2008 with an expanded schedule and new training content, according to T.J. Fontana, manager of training and operations, North American Aftermarket, Tenneco.The program offers automotive professionals practical, handson technical training in ride control diagnosis and selection. In addition to the Technology Tour, Tenneco’s field training professionals and aftermarket sales team provide on-site technical education in hundreds of locations annually.

ALI launches enhanced web site Roger Dal Santo and Normand Gravel go through the paperwork prior to the hands-on portion.

you don’t see here, and a lot more concept cars than you’d see in, say, Vancouver,” he says. “And so many mini cars. You know, we have the Smart car, but they have tons of them over there. It was really cool to see that.”

Of course when he got home he was the toast of Don Docksteader Motors, which he says was incredibly supportive of his trip.

“It was a great experience,” he says. “I really want to thank Subaru Canada for the opportunity and Fuji Heavy Industries for being such great hosts. They treated us all so well. We had a fantastic time.”

The Automotive Lift Institute has redesigned its web site – www.autolift.org – providing users improved navigation, online purchasing of safety and training materials , and other features. The redesigned web site also features relevant articles, web site links and answers to frequently asked questions. In other news, Jerry Lentz of Challenger Lifts has been re-elected to a second term as chairman of the board of directors, during the Association’s annual membership meeting held recently in Las Vegas in conjunction with the AAPEX/SEMA shows.

Exec at Robert Bosch named Aftermarket Woman of the Year Pamela Krebs, director of advertising and sales promotion for Robert Bosch in the U.S., has received the ‘Aftermarket Woman of the Year’ award from the Car Care Council Women’s Board.

Krebs received the honor at the 2007 Women’s Board reception held at the Automotive Aftermarket Products Expo (AAPEX) held in Las Vegas recently. Katie Noga, president of the Women’s Board, described Krebs as highly capable and wholly committed to the industry.

CANADIAN TECHNICIAN 13

MANAGEMENT

S.O.S. Budgeting for

SUCCESS

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.

You’re not a fortune-teller, but with a little forethought, you can chart a valuable financial course for the coming year.

nth. last mo self in y m d n u art le I fo tter st scal ho ss I be i e f u g e h I t y ll out of own and future, Dear Ke r sat d in the limbing ve neve crunch lowly c ’ s I h s m , a ’ w c I o n Well, You k f time oid the waste o siness. g to av r my bu ’m goin t was a o I i f f t n i h a g l wo at a t u p Bu th or t nda tho r-term n i e o k g m n I o a l . g r on a lannin I am ole yea working . But p start? or a wh be like e do I udget f r l b e l h i a w w t , s u o o ht? S t sale worked an, rig now wha game pl never k a u o d y e e e n s becau r me. I king fo n’t wor s i e m i t ! at this rookie a total – Erol

Dear Erol: I’m glad to hear things are looking rosier. I know how good it feels when the cash flow improves. The bills that used to make you sweat lose all their power of intimidation when you’ve got money to pay them.

As for budgeting, well, I used to feel exactly the same way. I used to chuckle when the government was unveiling their latest budget because it just seemed like guesswork to me. My earliest ‘budgets’ were scribbled on a napkin at the local coffee shop.

14 CANADIAN TECHNICIAN

But I’ve come to understand that a budget can be an invaluable tool for avoiding calamity. Yes, they require some speculation, but in the long run, they help you keep things on track, and they’ll catch problems before they get out of control.

I can’t say for sure, but you might not have gotten into a cash crunch if you had created a budget.

A budget is really quite simple. It summarizes what your sales, cost of goods sold, and expenses are likely to be for the next year. And since you’ve been in busi-

ness for a few years, you have some historical data to work with. It shouldn’t be too tough.

You just have to remember to ask the right questions when you’re budgeting.

Here are some examples of the wrong questions to ask: What do I think my sales will be? How much will I pay for what I’m going to sell? What do I think my expenses will be? And what will be left for me?

These are examples of backwards thinking, That’s not planning. That’s amateur fortune telling.

DECEMBER 2007

Larry Dickison

Here is the main question to ask: What kind of net profit do I need to grow my business and meet my future income needs?

The goal for a typical repair shop is 20% net profit (maybe a little less if you sell a lot of tires). I know that sounds great. But take a good look at how that money is divided.

The first piece of the pie goes to the health of the business. At some point you’re going to have to buy new equipment. You will have to upgrade your computers, or purchase new software. I hope you’ll repaint that beautiful new building of yours when it needs it. It doesn’t need a roof right now, but some day it will. And maybe you’ll put up a new sign or two at the same time.

There are tons of things you need to put some money aside for. They all needs to be thought through and planned out. Once or twice a year you ought to take a slow walk around your entire facility and take note of what is wearing down, looking tired, or in need of replacement.

The second piece of the pie goes to the financial health of you and your family. I’m not talking about your wages. That comes under general expenses (or under ‘cost of goods sold’ if you’re working as a tech). I’m talking about your retirement. You’re not going to work until you drop are you? And DECEMBER 2007

how much will you need to put your kids through school? These are important considerations, and you should seek the advice of a personal financial planner.

The third piece of the pie goes to the federal and provincial governments as income tax.

Once you’ve clarified the net profit you require, the next step is to determine your expenses. Which ones are likely to increase? Which ones are fixed? Which ones might even decrease? Are you adding a new advisor? Are you planning salary increases? Are you leasing any new equipment? Take a look at last year’s cost of goods sold. You can use that as a baseline for future costs.

Now you’re ready to budget for next year.

Using a spreadsheet, plug in your projected expenses for each category for the year, multiply that by the gross profit percentage you desire, and see how much you need in gross profit dollars. That’s called gross profit demand – how much needs to be left after you’ve paid for what you’ve sold to meet all of your obligations and realize your net profit goal.

And here comes the cool part. Divide that number by your desired gross profit percentage and you’ll see what your sales need to be to make it work. If it seems unattainable, you can go back and see

where adjustments need to be made.

Do yourself a favor and use a financial management tool. There are lots out there to choose from. Personally, I use the brand new MAPP (Management and Profit Planner) that I learned about at a recent training session. It’s a powerful spreadsheet that allows you to create “what if” budgeting scenarios. If you’d like to see how it works, I can e-mail a test-drive hard copy. If you’re interested in getting the whole package, visit www.amtlimited.com or e-mail me at kellythecoach@aol.com. It includes a CD with all the relevant spreadsheets, and an accompanying workbook.

It’s a step-by-step manual that explains how to create your own customized budget and planner. There’s even a training video that walks you through the process in detail.

I had double the need for the program this year. I’m opening a second shop in a few months. I kept it a secret until everything was certain, and now I can tell you all about it. I’ve secured the land and building, and I’ve been spending lots of time getting it ready. It’s as exciting and scary the second time as it was the first time around!

Well, listen, I better get going. Kerri is patiently waiting in the car. We’re heading to the airport to pick up Dustin’s best friend. We’re flying him in from Washington for the weekend to take in an NHL game. Dustin has no idea he’s coming.

Don’t you just love surprising the kids?

I’ve always got time for you though.

Remember, 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 15

With all the payment options out there for consumers, it’s hard to believe accounts receivable is still an issue!

By Bob Greenwood

O

ur most recent independent shop survey reveals that the average shop in Canada still deals with accounts receivable on a daily basis.

This is an unfortunate – and ironic – situation for an industry that relies so heavily on advanced technology. Despite all of our cutting edge tools and training, in this area we lag behind most professions, and fall into a financial trap which has been successfully eliminated in other small businesses.

These days, shop owners should not be offering private credit. They shouldn’t be delaying the receipt of payment for their work. There are plenty of legitimate and convenient payment mechanisms available to today’s consumers.

Our June 2007 survey reveals that this problem is most commonly found with commercial fleet accounts.

Now fleets can be a great source of regular work, and they can reduce the ebbs and flows of business throughout the year. But they can also become a nightmare when their accounts are way past due and completely out of control.

Our survey shows that the average commercial account in Canada is 58 days past due. That’s going to cause a lot of 16 CANADIAN TECHNICIAN

GETTING

what’s yours stress for a lot of shop managers!

Fleet business can work only if management has done a profitability study on each account. Unfortunately most shop owners have not completed such a study and consequently the business has profitability and cash flow problems.

If your shop business does a large volume of commercial business, make sure you take a close look at the key factors that come into play when offering credit.

1. A/R business guidelines for the independent sector suggest that total accounts receivable should not exceed 20 per cent of your average monthly shop sales (based on the past six months total shop sales). When receivables are out of guideline parameters, we find the shop has a difficult time paying all payables in full when due. By not paying accounts when due, the shop can miss additional discounts available. These discounts would go directly to net profit of the shop.

When shop payables cannot be paid, business relationships are also weakened.

2. Calculate your shop’s cost per billed hour. Once that is known, each invoice from the fleet account can be analyzed before it is closed off to ensure it is generating net profit for the business. Too

many shop owners believe that a pure labor job such as a 10- or 15-hour job can make money. Calculating your cost per billed hour will show that in 90% of these cases, the opposite is true.

3. Past-due fleet account take many shops into their business line of credit where they are paying the banks prime plus 2, 3 or 4 per cent interest. This can affect your banking relationship. The banks would like to see an independent shop achieve a ratio of $2 in liquid cash in the current account of the business for every $1 out on the books. For the average shop in Canada, their banking ratio doesn’t even come close to this measurement. Also consider that the value of your money drops the longer the money is on the books. This is why banks traditionally don’t loan money against receivables in the independent sector but take them only as additional collateral.

4. Who owns the business? Too many shops with a lot of fleet business are controlled by the fleet account. They demand generous labor and parts discounts. But do the math. Discounts mean the shop has to produce a substantial amount of additional sales just to replace the dollars it is giving up. These accounts also want DECEMBER 2007

priority service, which could impact good retail clients. Your best clients won’t stick around if they question your ability to find time for them. Perception is reality to the client.

5. Consider the cost to your shop if that fleet account goes under. A simple bad debt of $800 with a shop that nets 4 per cent of total sales requires the shop to produce $20,000 in new business to replace the revenue it lost. That’s because you didn’t lose just a sale, or even $800 gross profit. You lost $800 in net profit.

That’s not so easy to make up.

6. Does the fleet account constantly look for shop specials on low-margin items?

This will not create net income for the shop whatsoever, but it will create shop activity. Our studies show that 60 per cent of the work that currently goes through a shop’s bay does not create a single dollar of net profit.

7. What are the internal office costs to maintaining all the record keeping required in today’s business? I’m talking about staff wages, stationary, stamps, office supplies, and software programs.

This is an investment that could be used towards building stronger retail customer relationships utilizing proper follow-up and vehicle maintenance reminder systems. Receivables consume too much office time and the retail client gets neglected. This is leaving money on the table.

8. Accounts receivable tie up a lot of cash which could be used to move the business forward. If you don’t have access to cash when the right opportunity comes along, you lose out. It may be items such as a special deal on quality equipment, special inventory purchase opportunities, or even Bob Greenwood is president of E. K. Williams & Co. (Ontario) Ltd., a management consulting company specializing in independent automotive service and repair shops (www.ekw.ca).

He’s also president and CEO of the Automotive Aftermarket E-Learning Centre, a business management resource for shop owners (www.aaec.ca). Bob can be reached by phone at 800/267-5497; by fax at 905/331-6180; or by e-mail greenwood@aaec.ca.

DECEMBER 2007

latching on to a qualified technician or staff member. Shop management says, “We can’t afford it!” In reality, if the cash was in the business, the opportunity could have been seized.

The best shops in the country have less than 10 per cent of their average monthly sales out on the books at any one time.

They have transitioned their business from the old way of doing business to what is required to not only grow the business, attract and serve their clientele with

outstanding service but at the same time enhance the shop’s bottom line.

Make 2008 the year you take control of your receivables and ensure that your shop is not vulnerable to the whims of your commercial accounts. Do a net profit study of each account you are allowing to charge. And when the correct net profit is realized, service them well without neglecting your retail clients.

They’re just as important to the success of your business.

A “bargain” lift that’s waiting for repairs drains the profit right out of your business.

At about $400/day for lost revenue when a lift is down, downtime is the most expensive part of owning a lift. And that’s why a lift’s purchase price and its total cost of ownership are two different things.

A lift is the center of profit in a service bay, but only when it’s operating. That’s why a lift with the best track record for dependability will also help ensure the lowest total cost of ownership while protecting your profit stream. Your investment checklist: Product. Buy a lift specifically engineered, designed, tested and certified for years of dependable income production. One with a long track record of safe, consistent productivity, and a strong warranty to back it up.

Support. Buy a lift supported by a network of factory-trained professionals who will be there when you need them – for specification, installation, parts and service.

Total cost of ownership. All the reasons a Rotary ® lift is not just a lift. It’s a profit center.

For a free copy of our special report, “What to Know Before Buying a Lift,” call us at 800-640-5438 or visit rotarylift.com.

© Bank of Canada - bank note images used with permission.

CANADIAN TECHNICIAN 17

VALVOLINE’s HISTORY HAS A PROVEN TRACK RECORD

Motor Oil? We invented it in 1866.

Racing? We’ve been there since the beginning: J. Frank Duryea won the first American auto race using Valvoline®.

We use this experience to win championships and develop the best possible engine protection for your customers.

Valvoline’s commitment to quality and innovation carries through to today where we offer you a range of high quality products that meet your customer’s needs. Together with industry leading marketing programs, Valvoline can help provide the solutions you need to maximize your sales and profits.

To learn more, call Valvoline 1-800-286-4292

LinderTech North 2008 Program unveiled for Canada’s premiere technical training conference. or the third year in a row, John Bruce Amacker will offer a pre-conferThornton will be the lead-off ence program on 6.0 Litre Diesel speaker at LinderTech North – Powerstroke, focusing on the diagnostics billed as the premiere technical training of engine performance problems. The event in Canada. course will cover all operating The popular aftermarsystems for this unique ket trainer will tackle engine including fuel the subject of supply and delivery, “Mechanical Testing EGR systems, variwith Electronic able turbocharger, Methods.”

The and oil pump high course will discuss pressure circuits. how modern tools Michele Winn are changing the will use interactive way technicians evalcase studies of realuate the mechanical world problems to walk condition of an engine. students through modern The annual event, which repair realities. The course April 25-27 draws hundreds of shop ownwill cover a variety of service Hamilton, ON ers and technicians from all information and diagnostic parts of Canada, is being run this year by tools, and will touch on pre-qualifying custhe Automotive Industries Association of tomers, and how to know when it’s time to Canada. “cut and run.”

“LinderTech North fits perfectly within Scott Manna will discuss “DisplaceAIA’s mandate to provide the kind of ment on Demand.” The course covers resources that strengthen the industry,” design, operation, and factory recomsays the association’s incoming president mended testing procedures on GM’s DOD Marc Brazeau. system, found on late model trucks, SUVs “We’re excited about being involved in and performance vehicles. such a high-caliber training event.”

Jim Linder will offer his views on the LinderTech North will be held April 25good, the bad, and the ugly when it comes 27 at Mohawk College in Hamilton, Ont. to alternative fuels.

Registration information is available at Dave Scaler will tackle Fuel Injection www.aiacanada.com.

Diagnostic Tricks and Techniques, to Canadian Technician magazine is the solve driveability problems on popular founding media sponsor of the event Chrysler fuel injection systems for both which has become known for its “real cars and trucks. world” approach to training.

And Doug Garriott will cover the 12 John Thornton’s course, for example, most popular injectors – applications, will cover the use of current probes, sync diagnostic tips, and cause of failure. probes, vacuum transducers, and pres“Doug’s Dirty Dozen” is a popular program sure transducers in the diagnosis and that offers unique insights into fuel system testing of gasoline engines. preventive maintenance and service.

F

Presented by:

DECEMBER 2007

CANADIAN TECHNICIAN 19

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that this is one of those never-satisfied customers. They may allow you to correct their mistake and pay the full cost. This would be the best outcome, since the client would be happy they didn’t have any running around or extra charges, the other shop would be happy because they saved face with the client, and I’d be happy because I got paid for the work and got to impress a potential new client.

Carlo Sabucco Sil’s Automotive Diagnostics Mississauga, ON

A Question of

Try to broker a solution

Their loss… your gain?

A new customer brings his car in. He’s upset with another shop because of shoddy work.You know who did the work, and know that they’re normally conscientious and would probably offer to redo the job for free.

Do you keep your mouth shut?

Give shop a second chance When talking to the customer, I would say, “Yes, Mr. Brown, I understand the problem with your vehicle. If you call the shop back, ask to talk to Bill and explain the problem. I’m sure he will listen to your concerns. If at that time you’re still not satisfied, we’d be happy to help you in any way we can!”

Brian Pellerin Brian’s Moncton Rust Check Moncton, NB

What if things were reversed?

The first thing I do is ask if they’d talked to the shop that did the work. If I know them to be a reputable shop, I’ll tell them that. But I’d also tell them that if they’re unable to come to a satisfactory arrangement with the other shop, I’d be happy to help them. This is how I’d want my competitors to handle the situation if things were reversed. I’d like the chance to make things right.

Sean O’Gorman Glenn’s Import & Domestic Auto Repair Courtenay, BC

Verify the problem I’d charge an inspection or diagnostic fee to evaluate the concern, and then take the DECEMBER 2007

time to discuss the situation with the customer. If there is, in fact, an issue with the other shop’s workmanship, I’d contact the other shop. Once you know what they’re prepared to do to make things right with the customer, you can discuss all the options with the customers – including the option of repairing the vehicle at your facility.

Chance Henderson Dean Cooley Motors Dauphin, MB

Could be a win-win-win Asking questions is very important in this situation. Why are they not pleased? What prompted them to come to you? Why are they upset with the other shop? I would take all the information down and confirm the complaint in my own shop. I would also call the other shop and tell them what’s going on. They may have a different version of events or warn me

I’d contact the shop that did the work to see what could be done to salvage the situation. If I could help broker a solution, I would. In fact, I have done so in the past.

The customer may decide to go back to that other shop, or they may decide to have the work done by you. Either way, they may wish to deal with you in the future because you looked out for their best interest.

Jamie Holmes Vice President The Master Mechanic Inc. Toronto, ON

Try to mend relationships We’d encourage the customer to revisit the other repair facility. If the customer would like, we’ll get involved to help soothe the situation. Every shop has a bad day every now and then (even us!) and I like to mend relationships rather than destroy them. If the customer goes back and is not happy, or if he simply doesn’t want to go back to the original shop, we’d definitely offer to service the vehicle. But for sure we would not belittle the other shop.

Bob Stathis Status Automotive Toronto, ON

• Weigh in on an upcoming Ethical Dilemma • A stranger comes in with what looks like a quick and easy job. Feeling generous, you agree to do it for free. But because of the condition of the vehicle, the job turns into a nightmare. You realize you’ve opened a can of worms, you’re spending more time than you can afford, the vehicle is no longer safe to drive… and you’re not getting paid for this! Are you obligated to finish the job for free, or do you go back to the stranger, explain what has happened and try to sell him on a proper job?

Tell us what you think. Send your answer to ajanssen@canadiantechnician.ca CANADIAN TECHNICIAN 21

Oil change trends Consumer behavior is influenced by many factors… how will it impact your business?

By Allan Janssen re recent increases in the cost of gasoline hurting your oil-change business?

That could well be the case, according to the NPD Group’s 2008 Consumer Outlook. The report, unveiled at the Automotive Aftermarket Products Expo (AAPEX) in Las Vegas last month, says higher gas prices generally mean fewer oil changes done per year.

Don’t see the connection? Well, it turns out most people surveyed told NPD they gauge their vehicle’s need for an oil change by the odometer, not the calendar.

And with gas prices rising, they’re driving less these days. Since it takes them longer to go 5,000 kilometers (the most common recommended oil-change interval) they’re doing fewer oil changes.

The impact on the aftermarket is further amplified by lax maintenance attitudes in general.

According to NPD, fewer and fewer consumers adhere to the three-month/5,000kilometer standard interval for oil changes. Only 59 per cent say they follow the manufacturer’s recommended oil-change interval, while 33 per cent freely admit they don’t, and a further seven per cent don’t know or have no set pattern.

According to consumer feedback, the average interval between oil changes hovers at 3,840 miles (just over 6,000 kilometers), but a spokesman for NPD was quick to point out the actual number is probably significantly higher. People know what they should be doing, he said, and tend to minimize how far off the mark they really are.

The company’s research also shows

A

22 CANADIAN TECHNICIAN

the reported months between oil changes is steadily increasing. In 2006 it stood at 4.1 months. In 2007, it was up to 4.9 months. In the short term this was influenced by higher gas prices… but the longterm trend is a factor of improved vehicle quality and increased consumer confidence about the reliability of their vehicles – despite their own inattention to regular maintenance.

It’s not all bad news, though, especially for independent repair shops.

The NPD study also reports that consumer trends favor the independent over car dealerships. Based on vehicle purchasing and servicing plans, oil change

transactions are expected to be down 0.4 per cent at dealerships, but up 4 per cent at independent repair shops.

Furthermore, about 93 per cent of the vehicles on the road these days are over three years of age (the “sweet spot” for independent repair shops). Compare that to 2004 when the number was about 90 per cent. Those three percentage points translate to about 7 million additional target vehicles for independent shops.

So what does all this mean for shop owners and managers trying to capture their slice of the oil-change pie?

Vehicle reliability, gas prices, and buying preferences are just three of the many factors which play into consumer behavior when it comes to vehicle maintenance.

The bottom line, according to NPD, is that modified consumer attitudes and evolving driving patterns require shops to create new traffic drivers. In other words, you need to figure out new ways to get them back into your facility for regular maintenance.

Certainly, the study confirms the benefits of a recent trend in repair shop management to book in the next appointment.

More and more shops are taking the onus for booking work out of their customers’ hands.

Like dentists, they’re opening their appointment book at the end of every visit and getting the customer to agree on a date for the next oil change.

The new strategy in topperforming shops is to build the kind of relationship of trust and loyalty with customers which allows them to assume control of maintenance decisions. They’re not leaving it to the consumer to decide when it’s time to bring the car back. They’re being proactive in building an effective preventive maintenance schedule that reflects the type of car, consumer, and driving habits that come into play.

Consumer decisions about vehicle maintenance are influenced by many factors. In order to successfully capture your share of the business, it’s important to be aware of those factors, and have a strategy to counteract any trends that don’t benefit your business.

DECEMBER 2007

it moves. The chain or cable should sit well-placed on the pulley.

Check the integrity of the metal of the pulley and its housing.

Inspect for cracks or corrosion that could compromise its strength.

Also check that the guide wheels, which keep the chain or pulley in proper position, are able to turn freely.

3. Stops Sometime grease will build up in the nooks and crannies and can actually interfere with proper lift operation. Clean all the stops carefully. In the event of a hydraulic failure, this is your emergency back-up. If a falling lift skips one stop it may still catch on the next. But if it skips two stops, it’s probably got enough momentum to fall all the way to the bottom.

4. Cylinder Is it leaking? Wipe it down periodically so any weeping of hydraulic fluid in the power unit will be more immediately noticeable. Also take a look at the post or floor below the cylinder. If you find fluid, check the bleeder screw at the top of the cylinder; it could be loose.

Inspecting Your Lift Ten things to check on the most important piece of equipment in your shop. echs use lifts with such regularity that they can be lulled into a sense of absolute security when they’re under a 2,000-lb. vehicle.

But just like vehicles, lifts are mechanical devices that wear and must be maintained in order to avoid breakdown.

The modern lift is comprised of many components which must work perfectly together. A fault in only one part can have tragic consequences. To paraphrase a recent game show tag line, your lift is only as strong as its weakest link.

So take the time to do a regular walk-around inspection of the lifts in your shop.

Here are 10 things to check:

T

1. Chains and cables Visually inspect the links and the chain itself. Also, check all cables for fraying cords. Chains and cables should be tight and balanced one side to the other. Keep them well-lubed with a suitable penetrating lube to prevent unnecessary wear.

Chains and cables may need adjusting, especially in the first year or two. But if there are repeated tension fluctuations, there could be an underlying problem which will require a more thorough inspection.

2. Pulleys (rollers) Make sure they’re smooth so they don’t nick the chain or cable as DECEMBER 2007

5. Lift pads These are the main contact points for the vehicle, and if they’re worn the vehicle could slip. Make sure they’re secure and not cracked or loose.

6. Arm pins These should be secure and in good shape, able to move freely but not loosely. As the pin wears, the arm could swing too freely and be difficult to control.

7. Power cables Check all cables to the power unit. There should be no cracks, fissures, or evidence of burning. Also ensure there are no kinks or hard bends in the cables.

8. Fittings and hoses Check the fittings on all the hydraulic hoses. These hoses are under intense pressure and if a fitting blows or a hose breaks, there’s enough pent-up power to turn it into a deadly whip. Also inspect for fraying hoses or cracks in the elbows or fittings.

9. Limit switch Trip the switch at the top of the hoist by hand to ensure the lift does not operate. If you’re using the lift properly you’ll never even need it. But that means it can sit idle for years, and if there’s a problem you wouldn’t know it.

10. Foundation Check that the anchor bolts are tight and in good shape. Also inspect the floor where it makes contact with the lift infrastructure. Cracks or crumbling are a serious problem that must be immediately addressed.

This kind of inspection won’t take long, but it will alert you to signs of wear long before the integrity of the lift is compromised. It will also make you more confident when you’re under a vehicle.

CANADIAN TECHNICIAN 23

Shop cart The new Convertible Shop Cart (KRSC40) from Snap-on Tools Company of Canada offers cutting-edge styling and interchangeable drawers, along with 22,000 cubic inches of portable tool storage space. It has a number of customization options. Drawers can be added or removed and shelves can be adjusted and reconfigured to suit the technicians’ needs. The one-piece, fully welded design checks in at 40 inches wide, 20 1/2 inches deep and 45 inches tall. The extra-deep top compartment has a compact flip lid and holds two securely walled rows of holders for screwdrivers, pry bars and other hand tools.

Snap-on – For more info, go to www.aptmag.ca/products/52037

Exhaust line expansion Tenneco is bringing more than 600 new exhaust and emission control part numbers to the Walker exhaust product line throughout 2008. Tenneco and Walker, which have released well over 1,600 new exhaust and emission control SKUs since 2004, will roll out hundreds of new numbers on a quarterly basis next year, including nearly 150 new catalytic converter SKUs, 54 Walker Quiet-Flow3 premium mufflers and assemblies, dozens of new Walker SoundFX mufflers, 113 new pipe SKUs, 139 commercial vehicle SKUs, and more than 100 additional performance systems, mufflers and related components.

Tenneco – For more info, go to www.aptmag.ca/52007

Maintenance kits Mopar has produced an exclusive line of complete maintenance kits for Chrysler, Jeep and Dodge vehicles with HEMI engines and Minivans to help make factoryscheduled vehicle maintenance more convenient. The mainte-

24 CANADIAN TECHNICIAN

nance kits are designed to coincide with factory intervals and include all the necessary Mopar parts for each service interval. Each Mopar maintenance kit includes all the authentic Mopar parts needed for 30,000- and 60,000-mile maintenance.

Mopar – For more info, go to www.aptmag.ca/products/52008

Shop catalog BendPak has released a full-color catalog of its shop equipment.

Among other things, it includes full details on air compressors, lifts, and tube benders. The bulk of the 28-page catalog features the company’s wide range of lift options – from twopost asymmetric, to four-posters, to mobile column lifts, to alignment racks, to scissor lifts, to rolling jacks and parking storage.

BendPak – For more info, go to www.aptmag.ca/products/52017

Scan tool

The new Matco MD1006RC scan tool is designed with a new, clear, easy-to-read color display. The new Pro Scan features a high contrast color display and all new circuit board with USB port. Available now only through Matco dealers, it covers domestic OBD I systems and all OBD II protocols, including the controller area network (CAN) protocol with even more CAN applications added in 2006. It comes with USA Asian 2006 OBDII Enhanced software, and the kit includes global OBD II cable, GM OBD I cable, Ford OBD I cable, and Chrysler OBD I cable – all packaged in a professional blowmolded carrying case.

Matco – For more info, go to www.aptmag.ca/products/52038

Automotive lifts The new Mohawk LMF-12 and TP-16 lifts allow full-size box vans and utility trucks to

be fully raised without the trucks limiting lifting height. Mohawk height adjustable overhead hydraulic lines can be set at any height, routed up to the shops ceiling, or routed in the floor for a clear overhead work area. Mohawk twopost lifts are available in 11 different models from 7,000 to 30,000 lb capacities. All models are ALI / ETL certified and carry a full fiveyear warranty.

Mohawk – For more info, go to www.aptmag.ca/products/52039

Oil light reset kit OTC has released a new Oil Light Reset Tool 2007 Kit (part number 3596G), providing technicians with a fast, cost-effective solution for resetting the oil service lights and inspection service reminders on 2007 and older Volkswagen, Audi, Mercedes Benz, BMW, and Volvo model vehicles. The kit’s updated 2007 Oil Light Reset Guide also provides resetting procedures for domestic and import vehicles which do not require electronic tools to reset, but have manual reset procedures. It comes in a foam lined aluminum hard case with a battery-powered vehicle adapter cable, a VW and Audi OBD-II cable, a Mercedes-Benz OBD-II cable, and an easy to read interface module.

SPX – For more info, go to www.aptmag.ca/products/52028

Di-Electric grease CRC has launched its new DiElectric Grease in Canada.

Applications for this new product include electrical connections, circuit breakers, contacts, spark plug boots, trailer connectors, HEI distributors, battery terminals, lubrication of plastic, rubber parts, and O-rings. This unique, non-curing compound is used for sealing, protecting and electrical insulating. CRC Di-Electric Grease improves electrical performance by reducing arcing, voltage drop, and other conditions.

CRC Canada – For more info, go to www.aptmag.ca/products/51012 DECEMBER 2007

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

New Q HorsePower.

™

ȉ

No leading synthetic oil delivers more power.

• Heat-activated friction technology fights power-robbing friction • Helps maximize your horsepower under all throttle conditions • Recommended by Ferrari for every oil change • See Q power.com

UN LEASH ALL YOUR HORSES.™ Q HorsePower™ full synthetic motor oil SAE 5W-30 tested vs. leading synthetic SAE 5W-30s. Ferrari recommends Q HorsePower™ SAE 5W-40 and SAE 10W-60 for its cars. ©2007 SOPUS Products. All rights reserved.

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Ratcheting flex wrench A new 10 piece ratcheting Flex Wrench set from Matco offers exceptional clearance in tight engine compartments. The set – part number SRF102P – features a 72-tooth flexible head ratcheting wrench which gains access where standard ratcheting wrenches will not

fit, with a minimal 5-degree swing arc. It can loosen or tighten any six-point, 12-point, spline, torx or square fastener, and can even get a grip with up to 50 per cent of the head rounded off. Its high alloy long, slim handle provides optimal clearance without minimizing torque. It is available in sizes of 1/4” through 3/4”.

Matco – For more info, go to www.aptmag.ca/products/51005

“If you’re really SERIOUS about improving your business there’s NO BETTER tool to help you. It covers EVERYTHING.” – John Cochrane, a member of the Automotive Aftermarket E-Learning Centre

Genisys system 3.0 kit OTC has announced the availability of new System 3.0 Kits on all new Genisys purchases. Existing 2.0 users automatically get the System 3.0 enhancements with the purchase of 2007 Domestic or Asian Import software. Some of the key diagnostic aspects of System 3.0 bring enhancements to Automated System Test, Quick DTC Scan, Fast Boot, plus links to repair information from popular Mode 6 items and from Readiness Monitors to Drive Cycle Test Info. System 3.0 features several new functions like the combining of Summary and Detail Screens during Automated System Tests for easier diagnostics.

SPX – For more info, go to www.aptmag.ca/products/52032

ABS numbers Raybestos is releasing new part numbers to its ABS control module coverage. A total of 270 new part numbers will be released both in hydraulic and computer control module lines. The total roll-out will occur by spring 2008. A full listing of these new part numbers can be found using the company’s electronic catalog system eSelect.

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Transmission stabilizer

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26 CANADIAN TECHNICIAN

New Rislone Transmission Stabilizer with Stop Slip contains a special blend of viscosity improvers, anti-wear friction modifiers and extreme pressure performance additives to solve most transmission problems. These additives work together to reduce rough shifting and friction while eliminating slip, controlling temperature, and repairing shudder, chatter and whining in all light-duty and heavy-duty vehicles.

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Rislone – For more info, go to www.aptmag.ca/products/52035 DECEMBER 2007

Cordless screwdriver Snap-on Tools Company of Canada recently launched its Power Pistol Grip Cordless Screwdriver (CTS561), a compact, speedy and comfortable power tool ideal for auto technicians performing restricted access applications. It combines the fastest free speed on the market with the lightest weight and shortest length. It also features a 1/4” quick change chuck to make changing bits easier and faster.

Snap-on – For more info, go to www.aptmag.ca/products/52036

Suspension catalog KYB recently launched a new 2007-08 fullline catalog. The new 266-page catalog lists conventional and self-leveling shocks, struts, cartridges, steering stabilizers, strut mounts, and strut boots. As a leader in coverage for late model, domestic and import ride control applications, KYB provides products with a clear purpose, incorporates an effective selling strategy and product information into the catalog.

KYB – For more info, go to www.aptmag.ca/products/52018

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Signature

Date

Please Fax Back To:

416/614-8861 or mail to

Name: Company Name: Company Address: City:

Province:

Telephone:

Fax:

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IMPORTANT!

You must answer all questions

e-mail:

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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

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❏ Please call me, I have a story idea for Canadian Technician.

DECEMBER 2007

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

December 2007

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

CANADIAN TECHNICIAN 27

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DECEMBER 07

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DOWN

Edicts.

As a solid it becomes ice.As a vapor it becomes steam.

Common unit of measurement for pressure.

Terms of ______.Software restrictions.

Tire feature.

Elevate.

Spring month.

Common road surface.

Jeep SUV (two words).

The third W in “www.”

“Who knows what evil ____ in the hearts of men? The Shadow knows!”(Ask someone over 50 for help on this one.)

To stop.

To be.

Automotive filter.

American agency that concerns itself with things like vehicle emissions.

Coin substitute.

The ultimate objective of many performance enthusiasts.

1. Tire in the trunk.

2. Buick nameplate produced from the 1963 to 1999.The final 200 cars had special silver paint and trim and were denoted "Silver Arrow" models.

3. Recent model year (two words).

4. Blowers or compressors,usually driven by the engine,for supplying air under high pressure to the cylinders of internalcombustion engines.

5. What things get when they come into contact with 5 Across.

6. What locks and alarms are meant to prevent.

7. Speed trap technology.

13. Astrological chart that correlates the signs of the zodiac with celestial objects.

15. Era. 17. A uniquely Canadian whisky.

18. What the baker did to the dough.

19. Common Canadian crop.

20. Car company that recovered from near-bankruptcy in 1904 to become the top producer of automobiles in 1908.

22. Most popular body style of modern North American cars.

25. Light brown in color.

September 2007 Auto Puzzle C L E A R E N H A N C E

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Congratulations to Dave Wagstaff of Main Street Auto in Sussex,N.B.,winner of ChevronTexaco racewear for solving our September 2007 puzzle.

Win $100!

Send your solved puzzle to Canadian Technician.We’ll draw a winner on Mar.17, 2008.Send to 451 Attwell Drive,Toronto, ON M9W 5C4.Or fax to 416-614-8861.

Name: Workplace: Work address: Phone:

email:

Question of the Month: What, other than money, motivates you to give your best effort at work?

* Answers may be published in Canadian Technician.

© 2007 Chevron Lubricants Canada Inc. All rights reserved. All trademarks are the property of Chevron Intellectual Property LLC. © 2007 Chip Ganassi Racing with Felix Sabates. All rights reserved.

AUTO PUZZLE

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Moving forward, we will continue to embrace vital new technology that translates into value-added solutions for your business. We’re looking towards the future, but we’ll never outgrow the world-class performance and solid technical expertise that got us here in the first place.

For more information call 1 800 465-2772 or visit www.Havoline.com

continued from page 30 Soon the front door opened and Tooner entered alone, seat cover over his shoulder. “Well, don’t leave us in suspense!” I exclaimed. “What happened? Where’s Clyde? Is he...did you...?”

Tooner waved off my concerns. “Relax; Clyde’s alive. Just feeling a little foolish, that’s all.”

“So it wasn’t a wheel bearing?” enquired Basil.

Tooner snickered. “Nope. It turns out our buddy Clyde likes to drive close to the centre line. When he turns the wheel slightly to the left, he hits the rumble strips in the middle of the highway. That’s the source of his noise!”

Suddenly the mail slot in the front door flipped open and an envelope fell to the floor. When I picked it up I found $20 inside with a note from Clyde. It read, “Sorry for all the trouble; I feel so stupid! I hope you all have a Merry Christmas... especially Tooner!”

I handed over the money. “Clyde sends his regards, but I’m afraid the stores are all closed by now.”

Tooner shrugged. “Not to worry. I got Plan B.” At that moment our local tool dealer burst through the front door. “Merry Christmas, boys! Am I too late? Tooner called on his cell phone and said you had an emergency!”

“Yer right on time, Billy,” said Tooner, draping one arm around Billy’s shoulder and steering him back out to the tool truck. “It’s Christmas shopping time,” he continued, “and I know a little lady who’s had her eye on a certain chrome socket set.”

Basil laughed and Beanie just stared.

“Now I get it! Instead of trying to figure out what his wife wants, Tooner and his wife buy their own presents, give them to each other, and then trade.”

I slapped him on the back. “And everybody’s happy, Bean; just the way it should be. After all, it is Christmas!”

Special thanks to Bob Loepkky, service writer at Excel Tire in Revelstoke, B.C. for this month’s story idea. Send your Car Side story ideas to rick.cogbill@shawcable.com.

DECEMBER 2007

ADVERTISER INDEX Advertiser

Page

Website Address

ASC Industries 2100 International Parkway North Canton, OH, 44720

10

www.asc-ind.com

1-330-899-0340

Automotive Aftermarket E-Learning Centre

26

aaec.ca

1-800-267-5497

4, 28

www.texacohavoline42.com

1-800-465-2772

Honeywell (Fram)

31

www.fram.com

1-800-243-2323

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

20

www.gomatco.com Franchise Opportunities

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

Mister Transmission 9675 Yonge Street, 2nd Floor Richmond Hill ON L4C 1V7

27

www.mistertransmission.com

1-800-373-8432

6

www.ngksparkplugs.ca

1-877-2-Sparky

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

25

www.pennzoil.com

1-800-263-6200

Rotary Lift

17

www.rotarylift.com

1-888-256-4195

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

2, 3

www.snapon.com

1-800-734-2676

OTC Tools of Canada 5695 Whittle Road Mississauga, ON L4Z 3P8

32

www.otctools.com

Contact local agent

Valvoline 905 Winston Churchill Blvd Mississauga, ON, L5J 4P2

18

www.valvoline.com

1-800-TEAM-VAL

9

www.wakefieldcanada.ca

1-888-CASTROL

Chevron Global Lubricants 6975A Pacific Circle Mississauga, ON L4T 1A1

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

Wakefield Canada Inc. (Castrol) 3620 Lakeshore Blvd.West Toronto ON M8W 1P2

IN OUR NEXT ISSUE ...

Phone

February 2008 Tech Feature: Brake Diagnostics New Technology: Exhaust Product Focus: Suspension

www.canadiantechnician.ca

CANADIAN TECHNICIAN 29

The Car Side

By Rick Cogbill

‘Twas the night before Christmas and all through the shop, things were getting crazy… so what else is new?

“I THINK YOU’RE CUTTING it too close for comfort, Tooner.”

Tooner didn’t reply as he set up the finish cut on the rotor spinning before him.

Flipping the feed lever, he stood back to let the brake lathe do its work.

“Nonsense, Beanie; there’s lots of life left in this rotor.”

Our apprentice shoved a shock of unruly hair out of his eyes. “I’m not talking about the rotor; I mean your wife’s Christmas present. It’s Christmas Eve and you haven’t bought it yet!”

“Relax! Stanley’s Hardware stays open ‘til noon today.” Tooner rubbed his hands together gleefully. “An’ I already got her present all picked out!”

“Stanley’s Hardware?” Beanie groaned.

“You’ve got to be kidding!”

Tooner shot him an icy glare. “Are you trying to tell me an 8” bench vise don’t carry no weight as a Christmas present?”

“Well, you got the weight part right,” I interrupted. “They’re about 80 lbs.

However, we’ve got heavier issues to discuss, like Clyde Dayle’s car.”

Tooner squinted out the bay door window. “You mean that red Geo Metro out there? What’s his problem?”

“He’s got a growling noise in the front when he turns slightly to the left. I figure it’s a wheel bearing.”

Our grizzled technician rubbed his chin and glanced at the clock on the wall.

“Hmm, half past eleven. I got just enough time for a quick test run. Then The Bean here can start the repair while I go shopping.” He winked at me. “Don’t want him losin’ sleep about the stability of my love life!” With that, he grabbed a seat cover and headed out the door whistling a warbly Christmas carol.

I looked at Beanie. “There. You feel better now?”

“Well, sort of. But Slim, a bench vise? Is he serious?”

“He is, and Mabel will love it. After 30 years of marriage, they understand each 30 CANADIAN TECHNICIAN

Ridin’ a thin line

other perfectly. I’ll bet you anything that when Tooner wakes up on Christmas morning, there’ll be a brand new sewing machine waiting for him under the tree.”

The minutes ticked by and when Tooner finally returned he looked as sour as the Grinch. “Put this thing on the hoist, Bean!” he hollered as he skidded into the bay. Getting out, he slammed the door. “I don’t know what Clyde’s been putting in his eggnog, but the only thing making growling noises right now is me!”

We sent Beanie upstairs to man the controls as we all gathered below with our stethoscopes. But no matter what speed or angle the wheels spun at, the drivetrain was quieter than a kid sneaking downstairs

to spy on Santa. Tooner eyed the clock again. “Get Clyde out here,” he ordered.

“The hardware store closes in 10 minutes!”

I called Clyde out from the waiting room. “Honest, Slim,” he protested, “it does it whenever I’m driving. How about Tooner and I go out on the main highway and I’ll show him where it always happens?”

Tooner was sweating bullets now, but he reluctantly agreed and the duo headed out with Clyde at the wheel. The rest of us cleaned up our tools, with visions of a peaceful holiday dancing through our heads. After all, we’d finished our Christmas shopping.

continued on page 29 DECEMBER 2007

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