Canadian Technician May 2007

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MAY 2007

MODERN Diagnostics

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MAY 2007

VOL. 12 NO. 4

13

Departments Editorial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5 Letters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7 Reader Rides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7 From Our Forum . . . . . . . . . . . . . . . . . . . . . . . . . . . .9 Out & About . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10 EyeSpy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13 Product Central . . . . . . . . . . . . . . . . . . . . . . . . . . . .31 Havoline Auto Puzzle . . . . . . . . . . . . . . . . . . . . . . .36 Ad Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37

23

Columnists Management S.O.S. . . . . . . . . . . . . . . . . . . . .15

By Kelly Bennett The Greenwood Report . . . . . . . . . . . . . . . . .19

By Bob Greenwood The Car Side . . . . . . . . . . . . . . . . . . . . . . . . . . .38

By Rick Cogbill 27

Features CAN Diagnostics . . . . . . . . . . . . . . . . . . .23 Controller Area Network systems have some interesting quirks, and your scan tools may need special adapters, but they’re actually pretty simple once you get used to them.

Taking The Test . . . . . . . . . . . . . . . . . . . .27 Taking your Certificate of Qualification exam? We offer three simple steps that will make the process as easy as possible‌ and help you get the best possible mark.

38

Editorial VOLUME 12

NUMBER 4

PUBLISHER Mark Vreugdenhil mark@canadiantechnician.ca (416) 614-5819 EDITOR / ASSOCIATE PUBLISHER Allan Janssen ajanssen@canadiantechnician.ca (416) 614-5814 NATIONAL SALES MANAGER Dale Patenaude dale@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, Bob Greenwood, and Claire Newman 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.

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“Next Move”

By Wayne Moore Phone (905) 632-8770 www.canadiantechnician.ca/covers MAY 2007

A wild ride Our progress as an industry can be halted by the bad practices of backwards shops.

By Allan Janssen You’ll have to forgive me if my thoughts are not as focused as they normally are. I suffered a rather severe whiplash this week and I’m still recovering.

Maybe you felt it too. The whole industry, which was moving forward at a fairly good clip, suddenly halted and started going backwards. And then, just as suddenly, it reversed direction and lurched forward again.

Whiplash? We’re lucky we didn’t lose consciousness!

Here’s the way I remember it. I was feeling pleased about some of our industry’s recent successes. There are more and more management groups, where shop owners get together to compare notes so others won’t fall into the same pitfalls.

There are better training opportunities for techs, who seem more eager than ever to learn about changing vehicle technology.

And everyone seems to be getting a better handle on what the consumer is looking for in an auto repair shop.

So, as I say, I really felt as though our industry was moving forward with some momentum, as it has been doing steadily for the past several years.

When all of a sudden it slammed to a halt. A fax came in from an area shop, soliciting my business. “Mad as #*%! when the auto repair shop doesn’t do the job right or on time?” it asked in big bold letters. It went on to offer me a “shop comparison checklist and report” that would identify shops that don’t “give the straight goods” or that “charge for work that doesn’t need to be done.”

It suggested that all other repair shop in the area were incompetent, dishonest, or borderline criminal.

“Shops that don’t have the latest equipment take longer to diagnose your vehi-

cle, and can run up your bill and still miss problems,” it said.

I couldn’t believe what I was reading.

And suddenly I felt the industry moving backward. Decades flew by until I found myself back in a time when we still treated each other with disdain and suspicion, painting other shops as floundering misfits in order to win a sale. A time when we concentrated on price above all else, and chipped away at the value we could have offered our customers.

I felt nauseous and pessimistic about our future.

But while my head was still spinning from this unfortunate turn of events, our industry suddenly rumbled and lurched forward again. I received an e-mail notifying me that a federal member of parliament had introduced a private member’s bill that touched on all the salient points in our ongoing Right-To-Repair battle. You can read more about it on page 11 and get the full story on our web site (www.canadiantechnician.ca). But suffice it to say that I felt a distinct and pleasant forward motion again, as our industry celebrated this good news.

It’s been a wild ride this week. It goes to show that progress isn’t always smooth. Our industry has come a long way, and I truly believe we’re making headway in gaining the respect of the public, and in presenting ourselves in a professional, competent light.

Unfortunately, there are a few shops out there that still have not heard the message and their bungling attempts to survive in a changing market is causing us all whiplash.

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

CANADIAN TECHNICIAN 5

LARRY DICKISON

LETTERS

It’s tough to charge properly RE: Going for Gross, April 2006 I’ve been a licensed mechanic for 30 years, and ran my own inboard marine engine shop and mobile service in Vancouver for 10 years. I recently came across Kelly Bennett’s Management S.O.S. article, and I thought it was excellent. It certainly applies to automotive, marine, and motorcycle shops which have a lot of service managers, owners, and technicians who started in the trade by learning to fix their own car, boat, or motorcycle. It starts of as a hobby, but they soon move on to fixing cars for friends and relatives. It’s very difficult to break the bad habit of working for free.

In the opening class of my first year automotive apprentice mechanic course at Centennial College in 1974, the instructor gave us a lecture on the folly of working on cars for free, now that we were

going to be professional mechanics. “How many plumbers do you know who fix plugged toilets all Sunday afternoon for a case of beer instead of being with their families or playing golf?” he asked. “You can’t do that and call yourself a professional. Pros don’t work cheap!”

It’s a tough lesson to learn, though. I struggled for years with the urge to charge less time than the job actually took, or to discount parts just to please customers. Eventually I came to the conclusion that I either had to get a disinterested third party to complete the invoice properly and present it to the customer, or give the customer a high full-price quotation before starting the job.

I will say, though, that I found it easier to charge full price if I was sending the invoice by mail rather than presenting it in person. Invoicing by mail also allowed me to take the time to make sure I hadn’t

missed any small parts or labor, sub-contracted work, or extra travel charges.

Thanks again for a great article. I wish I’d taken some of Kelly’s training courses when I first started my business. They might have helped me make a lot more money, and saved me some sleepless nights.

Robert Hess Atomic Four Engine Service Ltd Vancouver, BC

Carmakers own their own technology RE: Shop told scanner is for dealer techs only, March 2007 Dan Harper can’t possibly be serious in his letter to the editor. He can’t truly expect a manufacturer to sell him diagnostic equipment only to have him compete with the dealership for customers, and buy replacement parts from a jobber.

Manufacturers spend billions of dollars developing and engineering their products, advertising to consumers, and taking care of their franchise owners. It seems to me that protecting that investment is a smart business move, not unfair competition!

Kelly Schumacher Leduc Chrysler Jeep Leduc, AB

RIDES

Reader

Steve Penrose, a Canadian tech now working in Arizona, sent in this shot of his 1926 Ford Model-T Doctor’s Coupe. It was first registered in October 1926 and, having spent its whole life in Arizona, is still rust-free. It has a 3.8 liter Mustang engine, C4 automatic transmission, and a 7.5” diff. “Endless summer, and cruises almost every night make for lots of fun!” writes Steve.

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!

MAY 2007

CANADIAN TECHNICIAN 7

LETTERS Daily Smile #1 A technician accidentally swallowed some brake fluid one day and was surprised to discover that he actually liked the taste. He took another tiny taste, and then another, and before long, he’d polished off the whole bottle.

The next day, his buddy caught him sneaking a swig. “You better watch out,

that stuff will kill you!” he said.

“Don’t worry,” the tech said. “I can stop any time I want.”

Paul Rutledge General Auto Parts Toronto, ON Very funny. But don’t drink brake fluid!

The guy’s buddy was right. That stuff will kill you.

“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

Daily Smile #2 A technician received a repair order to check for a clunking noise when going around corners. He took the car out for a test drive and made a hard right turn. There was a terrible clunking sound at the back of the vehicle. He turned left. There was that clunking sound again. Turned right, clunk.

Turned left, clunk.

Back at the shop, he returned the car to the service manager with this note: “Removed bowling ball from trunk.”

Jonathan Locke Bowmanville, ON

Daily Smile #3

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“Plugging your own numbers and seeing them improve is a great incentive to keep learning.

This is my business education and it’s been a very positive

AUTOMOTIVE AFTERMARKET E-LEARNING CENTRE the Online Business Management Resource DEVELOPED BY BOB GREENWOOD

An Amish woman was driving her buggy to town when a highway patrol officer stopped her.

“I’m not going to cite you,” said the officer. “I just wanted to warn you that the reflector on the back of your buggy is broken and it could be dangerous.”

“I thank thee,” replied the Amish lady.

“I shall have my husband repair it as soon as I return home.”

“Also,” said the officer, “I noticed one of your reins to your horse is wrapped around his testicles. Some people might consider this cruelty to animals.”

“Again I thank thee,” she said. “I shall have my husband check both when I get home.”

True to her word, when the Amish lady got home she told her husband about the broken reflector, and he said he would put a new one on immediately. “Also,” said the Amish woman, “the policeman said there was something wrong with the emergency brake.”

Pat Healy Mississauga, ON

thing for my business. I know

Learn How to Effectively:

where I’m going and how to

• Reduce Stress in Managing your Business

get to the next level.”

• Improve Business Profitability

– Steve Booy, Steve’s Automotive, Woodstock, ON

• Improve Expense Control

How to reach us

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We welcome your feedback on what you see in

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Canadian Technician – or anything else you feel

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strongly about. Drop us a line at Canadian Technician, 451 Attwell Drive, Toronto, ON,

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M9W 5C4. Or send an e-mail to ajanssen@canadiBob Greenwood

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8 CANADIAN TECHNICIAN

antechnician.ca. Our fax number is 416/614-8861.

We reserve the right to edit your letters for length and clarity.

MAY 2007

From Our Forum

Recent postings on www.canadiantechnician.ca/forum

Another kind of lock-out Our Forum members debate the proper procedure when you discover wheel locks – and no key.

It has been happening for years. I finally decided we need a plan to deal with it! Customer drops off vehicle for regular servicing – including tire rotation. By the time we get to it we find out there are tire locks.

Customer’s long gone. We do a search and rescue for the key. No luck. Phone customer. No answer. Grrrrrr! Does anybody have a good system in place to avoid these headaches?

Posted by: RobMusic / 03-07-07 Invest in a lock nut removal kit. Mac and Snap-on sell them.

Posted by: Hemmer / 03-07-07 We have the McGuard master set. For the odd balls it won’t fit, we have other sockets that work.

Called a tire and wheel company once for advice on how to get one of theirs off and was told, “Just hammer a 19mm socket over it.” Well, it worked.

Posted by: Canuck623 / 03-07-07

I suggest customer education.

Show them a bill from when one of those lock-keys break and you have to drill the wheel stud out. I mean, who steals wheels anymore? On another note... ever have a customer with a wheel lock on every stud? I have!

Posted by: McWrench / 03-07-07 I would make one phone call and if I was unable to reach my customer or find the tool, I’d go ahead and remove them and invoice the work.

Posted by: FatChuk / 03-07-2007 That’s simple. I’d personally check the glove box and the trunk/jack storage area and that’s it. After that, I’d kick the car outside and charge the customer for my time. As for removing them without permission, not a chance. I’d rather work on something that pays the bills!

Posted by: Trentski / 03-07-07

We have a Mac hubcap and wheel lock tool set and it works most of the time. And as Canuck says, on the oddballs just hammer on a socket. That sometimes works too.

Posted by: toughcat / 03-07-07

To try to eliminate the frustration, we posted a sign where our customers check in asking them to inform us about wheel locks and alarm systems. It doesn’t eliminate all of the problems but it has improved the situation.

Posted by: Mekanic0022 / 03-08-07

Not sure who makes them, but we have two sockets that fit outside of the lock. All four get zipped off and four new lug nuts (OE style) get put on. It works out to be about $45 plus parts. If the customer finds his puzzle nut we will install it for $22.50 (15 minutes labor time) and they keep the four lug nuts.

Posted by: NoHairLeft / 03-07-07

If I can’t find the wheel lock key and can’t get in contact with the customer, the car goes out. If they don’t have the key and want the locks off, it’s extra time. I’m not going to use the kit until approval. (“You scratched the wheel nuts; now they’re going to rust.

You owe me new ones!”) Signs are great but they’re often overlooked and I prefer a clean front end. The place can easily be

MAY 2007

polluted with signs (Five Man Electrical Band had a song about that).

Posted by: Hoff / 03-08-07 A sign is a good idea, but I prefer this: the service advisor asks the client, “Do you have a special tool or key for your wheels?” Quick, easy, to the point. After being asked once or twice the customer will volunteer the info when they check in. The SA may not want to ask but how much more of a hassle is it if they have to call the client halfway through the job? I’ve seen a few shops that have a check-in questionnaire that asks about anything we should know about (Don’t roll down the right window?

Wheel lock key? Alarms? Special starting procedures?) It takes two minutes to fill out and then we have it on record.

Posted by: carfixr / 03-08-07 I have a place for the question on the work order. It’s one of those questions you get used to asking like, ‘How will you be paying for this?’

Posted by: tenwthirty / 03-10-07 Does your shop do a circle check? If you do, add lug locks and it will save everyone time.

Posted by: JustDave / 03-11-07

Join the discussion!

Log on to www.canadiantechnician.ca /forum and see what everyone’s talking about.

If you’ve got an opinion to share,we’re looking forward to hearing it.

CANADIAN TECHNICIAN 9

Out

&About

National association gathers in Calgary

By Ralph Jarvis About 75 members of the Canadian Independent Automotive Association gathered in Calgary last month to discuss the future of the automotive repair and service industry.

Doug Decksheimer, vice president and CMO of RIFCO, started the day off with a discussion on the latest trends in repair financing.

Doug said shops can do a lot to change the public’s attitude toward vehicle repair through public education, and he challenged service advisors to find new ways to open the door to repair financing.

Jim Koshman, of Wakefield Canada, took an in-depth look at the growing trend towards synthetic lubricants over conventional formulations, offering members some tips on how to sell the higher-margin synthetics Scott Smith of AIA Canada addresses the to consumers.

Canadian Independent Automotive Business consult- Association in Calgary. ant Bob Greenwood said he believes there is a growing appreciation of the need for management training in our industry. He stressed the importance of understanding the business, and getting a handle on what drives profits in the modern automotive repair garage.

Brad Hemstreet, manager of Alberta’s vehicle inspection program, explained the growing complexity of vehicle safety inspections, and the reasons why a more diligent inspection force is needed to stem the tide of improper or unsafe repair methods.

CIAA board member Richard Dansereau was invited to address the group to explain the kind of hard work and planning that led to his shop, LAD’s Autopro in Calgary, receiving a recent Shop of the Year award. Richard gave a brief history of the business, including some of the highs and lows over the years, and how training and guidance kept them on track.

CIAA president Dave Meunier captured the crowd with his vision of our industry, and what the association is doing to effect change.

The AIA’s Manager of Government Relations Scott Smith gave an update of the R2R campaign. He emphasized the importance of a unified industry approach, and shared recent successes.

The last speaker of the day was Alberta’s Solicitor General and Minister of Public Security, Fred Lindsay.

Ralph Jarvis is a service advisor at Renfrew Auto Service, in Calgary, AB, and a frequent contributor to our forum.

10 CANADIAN TECHNICIAN

MAY 2007

Private member’s bill introduced on ‘Right To Repair’ New Democrat MP Brian Masse has introduced a private member’s bill designed to ensure vehicle repair information is made available to independent repair shops.

Masse said “Canadian automobile consumers deserve choice and a competitive marketplace when it comes to repair and maintenance of their vehicles.”

His bill proposes changes to the section of the Competition Act which deals with products required by companies to adequately conduct their business. It would also add a new section to the Canadian Environmental Protection Act compelling car companies to make information, tools and training available to the entire aftermarket.

“The time has come to stand up for Canadian auto consumers,” Masse said.

The Automotive Industries Association of Canada, which was consulted on the private member’s bill, says it is the latest example of growing support for a madein-Canada solution to the problem of Right To Repair.

Supplier News Ken Coulter, Remy Rousseau win AIA’s top volunteer award An ambitious publisher and a gifted marketing man have been awarded the AIA’s Distinguished Service Award, the association’s top award for contributions to the automotive aftermarket in Canada.

Remy Rousseau of Publications Rousseau, and Ken Coulter of Specialty Sales & Marketing, were presented with their awards during the AIA’s Aftermarket Conference for Executives in Niagara Falls.

Ken Coulter Rousseau, who has been involved in the industry for nearly 50 years, said he is humbled by the award.

“Thank you for this great honor,” he said.“Life is good.”

Ken Coulter has been a fixture in the aftermarket since 1975, with companies that include Remy Rousseau Echlin, Dayco, NGK, and most recently, Specialty Sales & Marketing. He has also been involved in many industry charity efforts over the years.

“Thank you for this award,” Coulter said.“I’ve been blessed that this industry has taken me places that I never I thought I’d go, and I’ve met thousands of people along the way with hundreds I consider friends for life.”

New Thrush web site features product information – and sound Car enthusiasts can see – and hear – all of the latest Thrush Exhaust products at the company’s web site at www.thrushexhaust.com. Consumers can compare the classic sounds of Thrush Welded mufflers, Turbo mufflers, and Glasspack mufflers, as well as the new header-back systems. The site provides insight into the product’s history, latest engineering developments, in-depth product information, and a “Where to Buy” link.

Teams getting ready for annual Engine Builder Showdown The Seventh Annual Clevite Engine Builder Showdown will be held this month at the NASCAR Technical Institute in Mooresville, N.C. The Showdown pits NASCAR’s top engine builders in a race to build and successfully run a NEXTEL Cup 357-cubic inch Ford engine in the shortest time possible. Through a process of three rounds of preliminary and semi-final eliminations, the competition culminates in a final showdown between the two fastest teams. The winning team receives the prestigious Randy Dorton Memorial Trophy in addition to a cash prize of $26,000. The runners-up receive $9,000. Overall, the competition awards a total prize package of over $50,000.

MAY 2007

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 11

OUT & ABOUT

Internet use increasingly common in U.S. shops Although initially slow to get on the cyber bandwagon, independent auto repair facilities are becoming increasingly reliant on the Internet.

That’s one of the findings of the U.S.based Automotive Service Association’s latest “How’s Your Business” survey which polls member shops – both mechanical and collision repair – to

unearth business trends.

ASA found that 99 percent of its collision repair members and 91 percent of its mechanical members access the Internet on a daily basis to communicate and retrieve business-related material. Highspeed connections are predominantly being used in the shop, with only eight per cent of shops using a dial-up connection.

Not surprisingly, shops are primarily interested in accessing service information and communicating via e-mail.

Other primary uses of the Internet include ordering and tracking parts online (76 per cent), purchasing tools and equipment (67 per cent) and product research (55 per cent). Respondents are also interested in web-based training.

Supplier News Cherry Bomb unveils new retail distributor package Cherry Bomb has developed a new distributor program to help retailers capture the attention of performance exhaust customers. Designed to help customers choose the right muffler for any application, the dealer tools include counter displays, four color brochures, shop banners, posters, stickers, countermats, catalogs, and product display racks. All items are color coordinated in Cherry Bomb’s characteristic black, red and white graphics with the distinctive Cherry Bomb logo. For more information, visit www.cherrybomb.com.

Osram Sylvania Ltd. names top execs for auto products JoAnn McKeown has been promoted to the position of vice president of sales and marketing – retail for Osram Sylvania. She assumes responsibility for all sales and marketing activities for the consumer products and automotive lighting sales channels.

Colleen Kelly has been promoted to director of sales – retail. She will report to JoAnn McKeown at the company’s head office location in Mississauga, Ontario.

APRA signs deal with Automechanika Canada The Automotive Parts Remanufacturers Association has struck a cooperation agreement with the inaugural Automechanika Canada show, to be held in Toronto in September. The APRA will promote the event to more its 1800 member companies worldwide and will host educational seminars targeting remanufacturers, rebuilders, and their customers.

PartSource opens store in Chatham, Ontario Local politicians, monster trucks, and a charity barbecue were part of the festivities as PartSource opened its first store in Chatham, Ontario. The newest of PartSource’s 65 stores across Canada is at 426 St. Clair Street in Chatham. The store manager is Roland Jarry.

12 CANADIAN TECHNICIAN

MAY 2007

Supplier News

Show off your shop Tell us about your renovations… and your shop could end up on the cover of Canadian Technician magazine!

W

e know how important first impressions are. When you’re trying to get the attention of passing motorists, the impression has to be that much more favorable.

Today’s consumers don’t want to take their cars to dirty, run-down shops. They want to go to a place that has a clean and friendly atmosphere, that is inviting, and that projects competence and professionalism.

In the pages of Canadian Technician, we’ve run lots of stories about the importance of improving our industry’s image.

Now we’d like to highlight some shops that have really taken that message to heart.

We’ll even put one of them on our cover, painted by Canadian artist Wayne Moore.

Tell us your story. What have you done to make your shop really stand out on your street, and present the kind of image you want to convey to potential clients? ● Who designed it? ● Who did the work? ● What constrictions or limitations did you face? ● How much did it cost?

●

How has it improved business?

Send us lots of pictures – both exterior and interior. We’ll look them over and select a few to profile in our October issue.

For the cover image, Wayne will be working from your photographs, so be sure to submit at few high-resolution portrait-format (vertical) pictures of the exterior of your shop. Send us some that you think would make a good magazine cover. Set the picture up any way you want, but give us a few different angles.

We’re looking for a natuThis could be ral scene that showcases you! your shop, not the coollooking cars in your parking lot. We’ll also be looking for unique architecture, background features, and setting.

Send it all to: Canadian Technician Cover Contest 451 Attwell Drive Toronto, ON M9W 5C4 Or e-mail your high-resolution pictures to ajanssen@canadiantechnician.ca.

Put “Cover Contest” in the subject line.

You never know what you’ll find when a car comes in on a hook.

This one, dropped off at Eccles Auto Service in Dundas, Ont., quit while driving.And, yes, says owner Bruce Eccles, it had something to do with the rat that got caught in the machine.

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

MAY 2007

Wakefield wins Microsoft award for integration of CSM technology Microsoft has awarded Wakefield Canada a 2007 Pinnacle Award for outstanding business achievements. The company was recognized for an integrated computerized system which processes an unprecedented level of customer information to assist in the ordering and distribution of lubricants, business planning, and the tracking of supplies, logistics, accounting, invoicing, and shipping records. Wakefield was the only Canadian company to be awarded this year.

Pictured (from left to right), Don Weston, director of business technology for Wakefield Canada, and Bob MacDonald, Wakefield Canada’s president, accept the Pinnacle Award from Phil Sorgen, president of Microsoft Canada Co., and Garth Dean, general manager of Microsoft Canada’s Business Solutions Group.

ACDelco unveils new web-based training tools ACDelco has launched a new e-learning program, comprised of three components. The company’s Internet-based training includes ACDelco OnDemand, ACDelco Web-Based Training (WBT), and CARSability. ACDelco OnDemand provides highquality live and pre-taped broadcasts by skilled instructors presenting various training courses. It is available in French and English. ACDelco WBT allows technicians to review sections of course components as many times as they need to feel confident with the content. CARSability is a skills assessment tool designed to provide immediate and accurate information on the true skill levels of all personnel. These on-line training tools complement ACDelco’s existing instructor-led, hands-on course offerings.

Lubricants University opens new diesel course Chevron’s Lubricants University has introduced a new free course:“New API CJ-4 Lubricants for 2007 Low Emission Diesel Engines.”The course discusses the 2007 emission restriction for nitrogen oxides (NOx) and particulate – both components of air pollution and how after treatment emission control systems are designed to meet or exceed the federally mandated restrictions.

This course also examines the CJ-4 category testing and the benefits over CI-4 PLUS oils stems. In February 2006, the American Petroleum Institute (API) engine oil committee designated the new API CJ-4 engine oil performance category to meet the requirements for 2007 on-highway diesels and their exhaust after-treatment systems.

Register at www.lubricantsuniversity.com/.

CANADIAN TECHNICIAN 13

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The Robinair™ family of products have one thing in common—they’re money makers! If you want to expand your AC, coolant or transmission business and increase cash flow, choosing Robinair products is the first step. Robinair is the industry leader for AC recovery products, and our coolant and transmission fluid exchange products are no exception. They are part of our Cycle of Service solution strategy, with your Return on Investment (ROI) dialed in. Every Robinair product is designed for maximum productivity, ease of use, and years of reliable operation. So, if you’re serious about growing your business, take advantage of our 50-years of experience and find out how quickly Robinair products pay for themselves.

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Robinair is a trademark of SPX Corporation.

All other trademarks are the property of their respective owners.

MANAGEMENT

S.O.S. No more

EXCUSES!

Dear Erol: Wow, you sure have come a long way since you opened your doors!

Buying a building is one of the biggest and hardest decisions you’ll ever make.

It’s also one of the best. You’ll truly be master of your own domain.

Just be prepared for a few sleepless nights. There will be lots of things to consider and, in my experience, the whole process will take longer that you expect, MAY 2007

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.

It’s tough to make some decisions... but it’s crucial to moving your business forward.

and probably cost more. And the paperwork! I used to think that dealing with the federal government was tough but when I bought my first building I learned that municipal governments are much worse to deal with! My building needed all kinds of changes to bring it up to code. We had to do some plumbing work… we had to make it handicapped accessible… the list went on and on.

On top of all that, you need to know

what’s going to happen with your old building. I was afraid it would be rented out to another automotive repair shop. I’d seen that happen to one of our group members. So to prevent that from happening, I continued to rent the old facility for six months. We stored some cars and old equipment there and I kept the office as a place that I could retreat to for my professional development days. It was a quiet place to work on financial stateCANADIAN TECHNICIAN 15

Larry Dickison

ments and marketing ideas. I really do think I made my best decisions there. But of course it cost me that much extra.

Was it worth it? Absolutely. There are so many advantages involved in owning my own premises – not least of which is that I’ve got something tangible to sell when I’m ready to retire.

Moving forward in the face of the unknown, facing new stresses and extra costs can be difficult. Our fears try to convince us to stay put. That goes for joining a banner program too. There are costs associated, and paperwork, and you worry about the damage it could do to your image or reputation… It’s just so much easier not to take any action at all.

For what it’s worth, joining a national banner allowed me to offer my customers things I could never have offered on my own.

I was looking for a North Americawide warranty program and a brand that people had heard of. Society has changed a lot in recent years. People move around more and they want to deal with companies they’re familiar with.

There’s comfort in knowing that if they have problems with a repair, their warranty will be honored by another shop in the same network – even if it’s on the other side of the country.

Sure, I worried about losing my identi16 CANADIAN TECHNICIAN

ty, but that never became an issue. The personal service I gave as an independent continued as part of a national chain. My existing clients perceived my business the same way they always had. The big advantage was picking up new business when people came into town. Though they had never heard of my shop, they sought me out because of my banner.

The best advice I can give you is do your homework, be prepared for some new challenges, and go for it!

We can come up with all kinds of excuses for inaction. But that’s not always the right strategy.

I just got back from the Vision High Tech Expo in Kansas City, an excellent event organized by the Automotive Service Association. You know, there was a special keynote speaker brought in to discuss the whole issue of making up excuses. It was the best keynote presentation I have ever heard.

His name is John P. Foppe – and if anyone has excuses for not doing things, it’s him. He was born with no arms, but he didn’t let that stop him. He has accomplished a lot in his young life. He has a degree in social work. He drives a car. He scuba dives. He plays a tuba! He does pretty much anything a two-armed person does. He has learned to use his feet the way people use their hands. He can write,

draw, and drink his hot coffee from a mug like anyone else.

He wrote a book called What’s Your Excuse? I bought it after the session and before I got home I’d read most of it. I didn’t want to put it down. He has inspired me to stop making so many stupid excuses for why I can’t do things. In fact, thanks to him I’m going to open a second shop. In fact, I’ve long had a dream of running a franchise of 10 shops… and I think I can accomplish that. I’ve been making excuses for not doing it for several years. Well, I’m done making excuses!

Maybe you are too. Erol, I’m very impressed with what you’ve accomplished in a short period of time. I sure do miss you working here, but I’m thrilled that you’re using your skills, talents, and strengths in your own business.

I’m sure you’ll make excellent decisions to keep moving things forward.

Well, I’m off to the provincials. Scott’s basketball team has an 8-0 record this year. I feel very fortunate to be able to go along with him on this four-day trip. It should be exciting.

Let me know what you decide to do. As always, I’m only an e-mail away.

– Kelly

Kelly Bennett is a certified management trainer with 14 years experience coaching automotive repair shop owners. You can reach him at kellythe coach@aol.com or visit www.kellybennett.ca MAY 2007

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When you define your client, you’re defining your business.

By Bob Greenwood

WHO DO YOU WANT TO

WORK FOR?

I

t amazes me how many independent shops want to be everything to everybody who walks through their doors.

They’ve been following this same game plan for years, but they continually complain about how slow things are and how difficult it is to make money.

One has to start asking if the average independent shop owner in Canada understands what their purpose in business truly is?

If we back up in history and review when a shop owner first went into business, the majority said to themselves, “I MAY 2007

want to do things right. I want to do things ethically. And if I do it for a reasonable price, I should make money.”

These were the main ingredients that were inserted into their business philosophy. The problem is they forgot one crucial ingredient. The customer. They forgot to ask themselves who they’re trying to reach.

Defining which market a shop is going to focus on is critical for a successful independent business today. Trying to please everyone is a recipe for disaster.

The independent automotive maintenance shop really has changed in the past five years. A decade ago there were really

only three things to consider in terms of a shop’s business focus. There was price, service, and quality – and the catch was you could only offer two out of the three.

The best shops always chose service and quality. They learned that focusing on price was a dead end. The math just didn’t work. Price did not inspire enough loyalty at the right profit level to sustain the business. Service and quality did.

Today there are even more things to consider, as the independent market continues to evolve. Not only do you have to maintain a high level of service and quality, but you also have to pay attention to technological innovation, safety and enviCANADIAN TECHNICIAN 19

THE GREENWOOD REPORT

ronmental issues, delivery performance, and after-service support. This has made it tougher to secure long-term loyalty… but it’s no less important.

Technology. Clients need to see that they’re dealing with a shop that is up-todate on the latest vehicle technology.

They know that their late-model cars have some new and unique features and they need to be confident you can diagnose and repair them. If you can’t, they’re going to go somewhere else. Clients also want you to be able to communicate in a way that’s convenient for them. In many cases, that means e-mail – complete with invoice and estimate in a customized and userfriendly format.

Safety and Environmental Issues.

Clients don’t want to be in an unsafe or unpleasant shop. Dirty shops are neither safe nor pleasant. In fact, they’re downright unprofessional. Women certainly don’t feel comfortable there. They’re a turn-off. Worse, they could represent a liability exposure to you if someone slipped on a dirty floor or tripped over something in a cluttered showroom.

Today’s client is also concerned about environmental issues. Shops must be seen to be green: environmentally friendly, with transparent practices, and a demonstrable commitment to the community.

Clients are looking for evidence of a corporate culture they agree with and can be proud to support.

Delivery Performance. To secure client loyalty today, a shop must have a reputation for completing work accurately and in a timely manner. This is a minimum expectation today. Clients refuse to be inconvenienced. Internal shop processes from the front counter to the back floor must be focused on meeting client expectations. Consider too that when a client picks up their vehicle it’s the most important time for the service advisor to be on top of his or her game. I’m talking about securing future work and building solid client relationships which, in turn, enhance the bottom line of the shop.

After-Service Support. Every shop wants all their clients’ service work. That means not just the oil changes, but the big jobs too. And not just their car but their spouse’s car and their kids’ cars too. The challenge is how you deal with the

20 CANADIAN TECHNICIAN

inevitable mistakes that crop up from time to time. When something goes wrong with the service work performed, your client must be dealt with in an efficient and timely manner. Ensuring that your client is always dealt like a front-of-the-line individual is critical to sustaining the shop’s credibility and long-term client loyalty.

Similarly, your approach to future service work needs to be proactive, not simply responsive. For example, many shops are good at placing a follow-up call or sending a thank-you letter, but they drop the ball when it comes to scheduling in the next appointment. You can’t expect your

As a successful independent shop owner, you can’t afford to consistently deal with cherry-picking consumers.

The cost of providing top-notch service is just too great. clients to keep track of their vehicle’s service needs. They rely on you for this.

It’s up to you to offer a full-service support process on their behalf. That’s the business you’re in.

Now, who are you going to offer your service to? There are consumers who simply do not want the entire package.

Some just want the cheapest, fastest fix possible for their current vehicle problem. And as a successful independent shop owner, you can’t afford to consistently deal with cherry-picking consumers. The cost of providing top-notch service is just too great.

The fact is, you don’t want every customer who walks through your door. You don’t want the ones who don’t understand or appreciate what type of shop you are.

You don’t want the ones who are looking for a bargain-basement price. Giving these customers your time ultimately causes a tremendous amount of stress in your shop and usually a loss of a substantial amount of money.

That’s why it’s so important to market your services with the right business message. If you market your business on price, you’re going to attract a price-conscious customer. If you market your business on the depth of service you offer, you’re going to attract clients who desire that level of service. Believe me, it is the latter group that brings improved shop profitability.

So where does the emergency consumer fit in? The out-of-towner who broke down in front of your shop? In my mind, that’s where the independent sector can really improve its image with the public. Help that person get to their destination safe and sound, and you’ll create enormous goodwill. If you merely break even on the job, or even lose a little doesn’t matter. You’ve demonstrated a high level of ethics. You might even consider calling that person’s shop back home to explain what you did. Give them a chance to follow-up responsibly. If we work together in this industry like that, we’ll create fans of our industry.

It would be a worthwhile exercise for all shops to have meetings on this topic, involving the whole staff. Who do you want to attract to your shop, and how can you service them best? Everyone on staff should be involved and offer their input.

This will create a culture of excellence.

Define your client… define your business.

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 613/836-4637; or by e-mail at greenwood@aaec.ca.

MAY 2007

Š2007 Tenneco.

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Can DO

Modules are communicating with each other in a new way.

By Claire Newman

I

f you haven’t already encountered a vehicle using a controller area network (CAN) system, you probably will soon.

CAN systems are already on many newer vehicles and will be required on OBD II vehicles, starting with the 2008 model year.

Essentially, CAN is simply a communication system, a way for modules to share and transmit information with each other quickly. Not just PCMs and ABS modules, but also systems like windows and door locks—anything with a control module may be hooked to a CAN bus.

CAN systems do have some interesting MAY 2007

quirks, and scan tools may need special adapters (often the first clue that a vehicle has CAN systems is the scan tool doesn’t work normally on the vehicle) but the systems are actually pretty simple once you get used to them.

CAN basics Let’s start by talking about what hasn’t changed on CAN vehicles.

The control modules can still only read voltage signals as inputs, make decisions, and usually command outputs by supplying ground. Control modules still need to be able to communicate with each other

in order to keep the vehicle operating correctly. And control modules also need information from various sensors in order to command the proper outputs.

But rather than have wires running everywhere to all sorts of sensors, modules on a CAN system are all neatly connected together on a bus—a twisted pair of wires, eliminating both redundant wiring and redundant sensors.

The bus is vital to the CAN network’s operation—if modules can’t communicate on the bus, the systems may not operate at all. And that’s what changes the diagnostic procedure.

CANADIAN TECHNICIAN 23

There’s actually more than just one type of CAN, and vehicles may use one type, both, or only have some systems on a CAN bus.

To make things even more confusing, the vehicle may use a local interface network (LIN), a slow, single wire, 12 volt system for non-safety items. It may also have a separate line for modules to communicate with the scan tool. The module may not communicate on the bus but may still communicate with the scan tool.

If two messages are received at the same time, the one with the higher priority is the one accepted. For example, “The vehicle is flipping over!” would take priority over “Lower the volume of the radio”

Speed

Communicating on a bus

But let’s stick with the two common types on vehicles: high speed (125-500 kbps) and low speed (less than 100 kbps), joined by a gateway module (usually the BCM).

High speed is used for safety items like PCM and ABS messages where swift communication is essential. Two redundant signals are used so that if one line goes down the system will still function. An initial voltage of 2.5 volts on both lines (1 in binary code) gets pulled above 3.5 volts on one line and below 1.5 volts on the other (0 in binary), creating a mirror image signal and forming digital messages (remember digital messages?) with the on-off pulses.

These messages are broadcast to the modules to convey things like vehicle speed, and throttle information, in real time.

Serial data systems, in comparison, send data in one direction at a time, one message at a time. It’s a much slower communication process that wouldn’t work for safety items like electric steering or braking.

Low-speed CAN is used more for convenience items like door locks and power windows. The two base voltages are 5 volts (maximum 4.8 volts) and 0 volts (maximum .2 volts), which form a binary 1. When the voltage gets pulled below 1.4 volts and above 3.6 volts it forms a binary 0 — which forms the digital messages broadcast to the modules. Since CAN systems need such precise voltages to operate correctly, anything which adds resistance may affect the system, including wire length and poor quality repairs.

CAN systems are parallel communication systems, meaning messages are sent to more than one module at once and more than one module can communicate at a time.

A message broadcast on a CAN system goes to all of the modules at the same time.

The modules then read the messages, decide if the information is needed, and discard the irrelevant information. For example, the PCM may want to know about temperature data but the door control module may not.

Modules in a CAN system also transmit data along the bus line. After the messages are read, terminating resistors (120 1 each) remove the messages (voltage fluctuations) from the bus line.

These resistors can usually be checked at pins 6 and 14 of the DLC— a normal reading would be 60 1 (Ohm’s law comes into play here). Always consult service information before hooking an ohmmeter to anything. Low-speed CAN will have terminating resistors at each module.

If two messages are received at the same time, the one with the higher priority is the one accepted. For example, “The vehicle is flipping over!” would take priority over “Lower the volume of the radio” since a safety concern is more important than a comfort concern.

When the system is initially started up, all the modules report in – sending messages that they’re present and ready. This is usually the screen that appears when a

24 CANADIAN TECHNICIAN

scan tool “checks the bus” and lists the modules that reported in.

If one of the modules reports in and then stops communicating, the other modules notice and the system sets DTCs. However, if the module failed to report in the first place, it won’t be missed and no codes will set.

Since there are so many modules involved, if a module is not immediately required, it goes into “sleep” mode and won’t transmit any messages, keeping the bus line clear for other messages until it’s needed again and it ‘wakes up.’

Checking problems So, how does all this change diagnosis?

In brief, if a component communicates on the bus, always check for DTCs and communication problems first. If the component isn’t receiving commands from the bus it won’t work properly.

Also check the connector, check the CAN line, check each module, then check the bus with a scan tool, then finally check power and ground at each module.

But remember—obvious problems like coffee soaked switches or spread terminals are still good indicators of problems.

Technology changes but reality doesn’t.

CAN systems need special diagnostic procedures and repair techniques—but nothing too difficult.

The modules still read voltages as inputs, make decisions and perform outputs. They just use a different way to communicate with each other.

Understanding the importance of checking the bus, checking the voltages and being careful with repairs should keep problems to a minimum, and prepare us all for the next round of technological changes that we all know is coming.

ASE certified technician Claire Newman has been licensed since 1994 and has attained GM Grandmaster status since 2001. She has worked at a number of dealerships and independent repair shops, including a specialty race shop.

MAY 2007

TM

M.A.P. = TRUST The Motorist Assurance Program (MAP) was created at the request of the repair/service industry to develop uniform standards, improve communication, and build trust between the motorist and automotive service providers.

What MAP brings to the automotive service provider: • A consistent vehicle inspection and customer communication process using MAP industry standards.

• A process for growth in average repair order value, improved customer satisfaction and higher customer retention rates.

• Industry repair / maintenance standards and process that support and strengthen your recommendations.

• A management tool providing process and consistency at one shop or throughout a network.

MAP SUPPORTS THE FOLLOWING UNIFORM STANDARDS:

1. Check oil level every other

2. To maintain tire life, handling

3. Suggest replacement of

fill-up. For best results, follow the “Severe Service” interval recommended in your owner’s manual, usually between 5 000 to 8 000 km. Regular oil changes are the most important way to preserve engine life.

and braking, check tire inflation pressure in all tires including the spare. When the tire tread wear indicator becomes visible (when tire tread depth is 1.5 mm) the tires no longer meet design specifications and replacement is Required.

OEM shock and strut ride control units with 80 000 km or more for improved vehicle performance. Shocks and struts improve your car’s stopping and handling ability, giving you up to 3 additional meters of stopping power.

To find out more about MAP visit www.motorist.org, send an email to mapcanada@sympatico.ca or call 905-726-8886.

Writing your C of Q How to pass the exam in three easy steps.

By Claire Newman

W

riting the exam for your trade certification can be intimidating.

It’s never pleasant jumping through bureaucratic hoops. And the impact it can have on your career is significant.

But you should be able to glide through without too much trouble. The trick is in preparing carefully and having a head full of knowledge.

Unfortunately, too many apprentices tackle the test before they’re ready, or without proper preparation. The result is both predictable and unfortunate.

Other candidates simply aren’t good at taking tests and, in their nervousness, end up doing very poorly, despite the fact that they know and understand the material very well.

MAY 2007

Look, if you don’t know what you have to know, there’s probably nothing that will help you pass. But if you’ve put in the study hours, and you’re ready to challenge the test, here are three simple steps that will make the process as easy as possible and help you get the best possible mark.

Read the NOA This is the single best piece of advice you’ll ever get for passing your C. of Q. exam.

Get a copy of the National Occupational Analysis for Automotive Service Technicians and make it your study bible.

The NOA is a document published by the

federal government, identifying and grouping the skills and knowledge required to do a particular occupation competently.

It provides industry stakeholders with benchmarks against which practitioners in an occupation can be measured. In other words, the NOA describes what technicians need to be able to do competently to be considered technicians.

And here’s why it’s so important to read the NOA: The exam you’re trying to pass was based on it.

The questions were written with NOA tasks in mind, and all the questions are weighted in accordance with this document. If 10 per cent of the NOA is on safety, 10 per cent of the exam’s questions will CANADIAN TECHNICIAN 27

be on safety. If 15% of the NOA is devoted to transmission work, the exam will be weighted accordingly.

If you can do all the tasks described in the NOA and you have the on-the-job training completed and signed off you should do well on the exam.

The NOA is a great study guide for the exam. To access it online go to www.redseal.ca and check out the Occupational Analysis Series: Automotive Service Technician (2005). Read it through and

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understand the tasks and processes.

If you can do this step alone you should be fine.

Be prepared Knowing the material is one thing, but being mentally and emotionally prepared for an exam are important too.

You cannot just wander in off the street to write an exam and expect to do well. You have to plan ahead, have all your ducks in a row, and get your head in the right space.

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In the case of your Certificate of Qualification, find out what you need to bring, what youâ&#x20AC;&#x2122;re not allowed to bring, and if you need an appointment to write.

Contact the local Ministry of Training field office or exam centre (the exam is handled by the provincial government, training after the apprenticeship is completed is handled by the federal government).

Donâ&#x20AC;&#x2122;t bring cameras, lap tops, recording devices, or anything that could be misconstrued as a cheating aid.

Also, let the field office know well ahead of time if you need to use an interpreter or require any special arrangements in order to write the examination.

These need to be discussed with the Field Office/Training Consultant and approved ahead of time.

Avoid any last-minute stress by arriving early for the exam. Take some deep breaths and calm your heart rate. Itâ&#x20AC;&#x2122;ll be fine. And switch off your cell phone.

Be prepared to show ID. Youâ&#x20AC;&#x2122;ll have to verify that youâ&#x20AC;&#x2122;ve completed the inschool component of your training. And theyâ&#x20AC;&#x2122;ll want to see that the on-the-job training has been signed off (generally this is the book apprentices get when they sign up, signed off by the employer). Challengers should make sure that all of the competencies have been signed-off in their provincial apprenticeship training standard on the basis of shop experience over the course of the apprenticeship period.

These are all standard requirements for completing the apprenticeship.

And, of course, the government will want its cut. Be prepared to pay the examination fee prior to writing (in Ontario the fee is currently $100 each time you attempt to write the exam).

Now itâ&#x20AC;&#x2122;s just a matter of relaxing and focusing your thoughts.

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28 CANADIAN TECHNICIAN

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Sounds obvious, right? Well, it helps to know what youâ&#x20AC;&#x2122;re in for.

The exam is a time limited, 125 question test with no essay sections or practical portions. Theyâ&#x20AC;&#x2122;re multiple choice questions with four possible answers.

Nearly all the multiple-choice items on the various vehicle systems are problemfocused rather than related to theory or classroom study. The questions do not MAY 2007

get harder as they go along and there’s no penalty for guessing incorrectly. Read each question carefully and mark the answers clearly, as directed. If any question is difficult, leave it for later. The staff cannot help you interpret or answer the questions.

teacher Sean Bennett, aimed at truck technicians but still wonderful for understanding the format).

The exam questions are not vehicle specific or weighted in favor of any particular manufacturer. The exam is not designed to challenge reading, writing or grammar skills. The exam is designed to be as fair as possible and understanding the structure will help maximize your grade.

After the exam

It might help you to know that the questions were not thought up one afternoon over coffee. Developing the exam took a lot of time, energy and money. Each question was carefully considered, and the answers (including the wrong ones) were discussed thoroughly before the exam was finalized and tested.

At one stage in the development of the exam, the walls of the conference room were covered in huge sheets of paper detailing possible questions and possible answers, all of which needed to be carefully considered to ensure there was only one possible answer to each question. The emphasis was on creating a fair, accurate way to evaluate candidates.

In other words, there are no trick questions.

Each question has four possible answers but only one answer is correct.

The questions are structured so that one answer is very wrong and one or two answers are close to correct. Only one answer is the most correct choice – and if you know your material this answer should be obvious.

If you’re not used to taking multiple choice exams, working through a study guide with sample questions and answers may help (Centennial College has a great one, written by my former welding MAY 2007

Hopefully your certification will be in the mail shortly—but maybe not. It happens.

Some of the best technicians in the trade failed their first attempt.

You’ll need to wait a few days before trying again. There is a waiting period.

Use the time to figure out what went wrong so the same things don’t happen again. More candidates fail on the section covering the diagnosis and repair of electrical and electronic systems than on any other section of the exam.

Improving this area may raise your score to a passing grade. But sometimes the problem is more serious— something which requires additional classroom training or more hands-on experience.

After failing three times, candidates will need to show proof of upgrading before trying again. Candidates who have difficulties with exams are assisted in various ways by Ministry staff.

That’s worth investigating if you know your material but just can’t seem to reach a passing mark on the exam.

Failing the exam is not the worst thing in the world.

Writing the exam can be scary but since the trade is “restricted” you have to try.

By studying the NOA, ensuring that your training has been signed off, and by understanding the exam format, you’ll maximize your chances of passing.

Oh, and relax… you’ll be fine!

ASE certified technician Claire Newman has been licensed since 1994 and has attained GM Grandmaster status since 2001. She has worked at a number of dealerships and independent repair shops, including a specialty race shop.

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www.napafix.com 866.698.1955 CANADIAN TECHNICIAN 29

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se es, becau Two grad you need es sometim . a choice

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THE RAYBESTOS® REVOLUTION MAKES BRAKE PARTS EASY AS 1-2-3.

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2. A complete line of Professional Grade™ rotors, plus Advanced Technology™ for severe duty and premium applications.

3. A core line of Profesional Grade™ friction with full coverage, OE quality and long-lasting performance, plus Advanced Technology™ for severe duty and performance applications and Service Grade™ for budget-conscious customers.

Our simplified offering is built around your needs, and ordering the right part for your specific application is now as easy as 1-2-3. www.raybestos.com Contact your Raybestos Sales Representative for complete details today!

A member of the Affinia family of brands: AIMCO, McQuay-Norris, Nakata, Raybestos, Spicer, Wix. Raybestos® is a registered trademark licensed to Brake Parts Inc. by Raybestos® Brand Products Company.

6601-A Goreway Drive, Mississauga, ON L4V 1V6 • Tel: (905) 405-0956 • Fax: (905) 405-8728

Gasket part numbers Clevite Engine Parts recently announced 434 new part numbers to the Victor Reinz gasket line, covering both light and heavy-duty applications. Of the 434 part numbers: 258 are foreign nameplate applications; 15 are designed for heavy-duty/industrial applications; and 228 part numbers fit 2003 and newer engines.

Performance and marine applications are also included. To support the new part number announcement, Victor Reinz also launched a new supplemental catalog.

Clevite – For more info, go to www.aptmag.ca/products/43002

listings. The Walker coverage expansion includes more than 160 new catalytic converters, more than 90 additional Walker QuietFlow3 mufflers and welded import exhaust assemblies, 26 new

Walker SoundFX mufflers, 50 new front pipes, and more than 90 new performance SKUs offered under the DynoMax brand. The brand continues to expand its direct-fit import coverage, with more than 120 import-specific SKUs introduced this year.

Tenneco – For more info, go to www.aptmag.ca/products/45010

Surface-mount LED Grote Industries engineering innovation has produced the heavy duty vehicle industry’s first surface mount LED side turn lamp.

Designed to last the life of vehicle, the new lamp provides plenty of light to the front for drivers to see in their rear view mirrors. Applications for the Surface Mount LED Side-turn include: semitrailers, tractors, RVs and buses.

Grote – For more info, go to www.aptmag.ca/products/43005

Position sensor Dorman has unveiled a new line of Accelerator Pedal Position (APP) Sensors previously unavailable to the aftermarket.

Now you can replace only the failed sensor! They’re direct fit, form and function to the OE product and are about half the price of the complete OE complete assembly.

Dorman – For more info, go to www.aptmag.ca/products/46005

Exhaust line The Walker exhaust brand from Tenneco has announced the release of more than 600 new part numbers and has issued its first bilingual French and English exhaust master catalog and updated ERIS electronic catalog. The brand also offers both French- and English-language web sites featuring comprehensive application search tools and up-to-date part MAY 2007

CANADIAN TECHNICIAN 31

Odor-control product ATP-Inc. has released ZEO-TRAP, a new in-vehicle odor and moisture control product which contains the mineral zeolite, an allnatural mineral formed from ancient volcanic ash.

ZEO-TRAP is non-scented and renewable. Due to the naturally occurring negative ionic charge, ZEO-TRAP absorbs odors (electrical process) as well as moisture (mechanical process). ZEO-TRAP is available as a two-pound pouch (Part No. ZE-1) or a display assortment (Part No. A-508) containing six pouches.

ATP Inc. – For more info, go to www.aptmag.ca/products/45004

Screwdriver set Adding to its extensive line of high-end, professional-grade screwdrivers, Wera Tools has introduced Kraftform Classic screwdrivers, a new line of hand tools for both do-ityourselfers and professionals. They feature the ergonomic Kraftform Classic handle, and blades made from highgrade tool steel. A special hardening process makes the screwdrivers highly wear resistant. Like other Wera screwdrivers, Kraftform Classic screwdrivers have a black point tip that matches the screw profile perfectly, thus avoiding wear and damage caused by poor fit.

Wera – For more info, go to www.aptmag.ca/products/44003

Four-post rack lift Hunter Engineering has designed the L434GS general service rack with the same durability and many of the same features as Hunter’s popular alignment racks. The L434GS is constructed of the highest quality materials. It combines a 12,000-lb. weight capacity and a maximum general service wheelbase of 180”. There are no floor obstructions under the runways, so the area is clear for the technician, tools and equipment. The runways are 22-1⁄2” in width and include rub rails, which prevent technicians from driving off the lift.

Half-inch diameter galvanized wire cables offer maximum strength and corrosion protection.

Hunter Engineering – For more info, go to www.aptmag.ca/products/46017

Transmission fluid exchanger RTI says its new ATX-3 Automatic Transmission Fluid Exchanger is the first transmission fluid machine to offer fully automatic operation using an accurate mass measuring exchange process as well as offering the dipstick tube exchange service option. The ATX-3 uses two weight scales, one for the new fluid tank and one for the used fluid tank. ATX-3 also offers more service options.

RTI – For more info, go to www.aptmag.ca/products/46009

32 CANADIAN TECHNICIAN

MAY 2007

Angle grinder

Gear lubricant Chevron’s Delo brand of engine oils, lubricants, and coolants has introduced the latest member of the product family, Delo Synthetic Gear Lubricant SAE 75W-90. The new product offers outstanding thermal and oxidation stability and meets all OEM warranty requirements. It is suitable for use in rear axles and differentials for fleets in the commercial transportation and construction markets. It is available in pail and drum sizes.

Chevron/Texaco – For more info, go to www.aptmag.ca/products/46012

Matco Tools has introduced its MT2885K-1/2 HP 2” Angle Grinder Kit, featuring a high-performance 1/2 HP motor for extra torque, and extended durability. It is described as the most powerful mini, limited clearance grinder. The kit includes the grinder with guard, two 60 grit grinding discs, one 80 grit grinding disc, and one 120 grit grinding disc packaged in a convenient blow mold storage case.

Matco – For more info, go to www.aptmag.ca/products/42110

Wiper blade catalog The 2007 Bosch Wiper Blades and Refills Catalog has been released, with coverage for 2007 vehicle population. The 104page catalog features new information on Bosch’s Passenger Side ICON blade for Chrysler/Dodge /Plymouth mini-

vans, Pontiac G6 blades and extensive 2007 model coverage. In addition, application information has been forwarded to all suppliers of electronic cataloguing.

Robert Bosch – For more info, go to www.aptmag.ca/products/46001

Filter catalog FRAM has released its 2007 Automotive Catalog, featuring the entire family of FRAM products for automotive applications from 1990 through to 2007 model years. In addition to filters for domestic and import cars and light trucks, it features products for motorcycles, and racing applications. The comprehensive catalog also features a product icon identification/displacement conversion chart, and detailed cross-reference section.

Honeywell – For more info,

866-869-9704 MAY 2007

CANADIAN TECHNICIAN 33

Hose clamp plier The new HCPR20 ratcheting hose clamp plier from Matco is an extra heavy duty tool which allows for extra reach, removal and locking of clamps into the open position. Extra heavy duty precision clamps on the end of flexible cables allow for extended reach where other models cannot reach. It also allows for removal of plastic and/or metal self-tightening hose clamps with diameters of 11/16” to 2-1/2” (18mm54mm). The pliers can be locked, freeing up your hands and making your job easier and faster. They come with a lifetime warranty. Cable and spring are wearable items and must be replaced.

Matco – For more info, go to www.aptmag.ca/products/44007

Shock absorbers

On The Road To A Better World Protecting Our Environment with HFC 134a

Cross blend refrigerants may cause harmful system contamination. The mobile air conditioning industry has chosen HFC 134a, the only pure refrigerant, as the leading candidate to replace R12.

Arkema is a leading supplier of HFC 134a. We can help you…and the environment. We believe we are on the right road to a better world.

For more information on the availability of HFC 134a contact:

Arkema Canada Inc.

Fluorochemicals Group

1-800-567-5726

www.ForaneRefrigerants.com 34 CANADIAN TECHNICIAN

Rancho has added new, massive RS9000XL shock absorbers to its product offering. Giving enthusiasts another option for any off-road adventure, the new Rancho RS9000XL shock absorber features adjustable damping with either a 2.75- or 2.38-in. diameter reserve tube, delivering up to 48-percent greater oil capacity. The size of the shock body allows the RS9000XL to run cooler and more consistent even under the most demanding conditions, enhancing performance and durability. The new shock is constructed with an 18-mm diameter chromed piston rod. Finished in new Liquid Metallic Silver, Rancho RS9000XL shock absorbers include the new myRIDE tuning system, allowing for precision-matched ride control performance in any on- or off-road environment.

Tenneco – For more info, go to www.aptmag.ca/products/45019

Merchandising system The HELP! brand of automotive replacement parts has designed a flexible new merchandising system to let your customers see the entire HELP! product line, while allowing you to stock only the parts that sell well in your area. Dorman’s new HELP! Flexible Merchandising System allows you to customize your HELP! assortment to maximize your sales.

Dorman – For more info, go to www.aptmag.ca/products/46007

Spark plug catalog 134A

Bosch’s new 2006/2007 Spark Plug catalog (#221101-S) for automotive applications includes Bosch’s new Platinum Ir Fusion spark plug as well as the entire upgraded Bosch spark plug portfolio covering domestic and import cars, light trucks and vans. Handy and easy-to-read, this 432-page catalog is designed as a quick reference tool for automotive installers and aftermarket sales professionals, with applications listed by make, year, model, and engine. Also included in the catalog is a spark plug buyer’s guide with part and plug number, year and principal applications for all spark plugs in the Bosch portfolio.

Robert Bosch – For more info, go to www.aptmag.ca/products/46018 MAY 2007

Application guide Rancho has released its new 2007 Rancho QuickLIFT and RS9000XL Application Guide.

The new publication provides detailed technical information about Rancho’s latest innovations plus a comprehensive application guide for the new Rancho QuickLIFT and RS9000XL shock absorbers.

Tenneco – For more info, go to www.aptmag.ca/products/45018

AC product line Visteon Corporation has introduced 13 new part numbers to its air conditioning product

line, including remanufactured compressors, clutch compressors, fan clutches, fan assemblies, hose assemblies and water outlets.

Visteon offers an extensive line of air conditioning components, including new and remanufactured compressors, clutches, accumulators and receiver driers, expansion devices, hoses, heater cores, fans and a vast array of service parts.

Visteon – For more info, go to www.aptmag.ca/products/45002

option. A purity tester, which is included with all NitroPro systems, quickly checks the nitrogen purity in the tank and the tires.

RTI – For more info, go to www.aptmag.ca/products/46008

Electric A.I.R. pumps Dorman has released a line of new Electric A.I.R. Pumps which allow service technicians

Nitrogen-filling unit The RTI NTF-15H generates nitrogen on demand and stores it on-board for quick nitrogen tire service. The NTF15H performs the same service as all of the other RTI Nitrogen Tire Filling Systems but also offers more service options. An Auto Inflation Kit can be added to any existing NTF15 Plus and NTF-60 Plus systems for the automatic, multi-hose service

to cut their acquisition price in half by buying only the failed pump instead of the entire OE assembly. The Dorman-engineered Electric A.I. R. Pump is designed to OE specifications and comes with the Dorman Limited Lifetime Warranty.

Dorman – For more info, go to www.aptmag.ca/products/46006

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

6.

7.

8.

9.

10.

11.

12.

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

14.

15.

16.

17.

18.

19.

20.

13.

❑ Electrical service - chassis ❑ Electrical service - engine ❑ Exhaust / muffler / catalytic converter ❑ Shock / strut service ❑ Steering / suspension service ❑ Wheel alignment / wheel service ❑ Transmission / transaxle service or overhaul (automatic) ❑ Transmission / transaxle service or overhaul (manual) ❑ AC service ❑ Cooling system / radiator service ❑ Emission control service ❑ Clutch service ❑ Fuel injection service ❑ Diesel engine service ❑ 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.

MAY 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

May 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 35

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ACROSS 1 ______-up phone call.Make sure the repair was done right.

4 The French version of race driver Schumacher’s first name.

7 Public _________; lawyers for people with limited financial means.

9 What the wrench always seems to fall on when you drop it.

10 Ollie’s partner.

11 Device for measuring weight.

13 Something you drink to.

14 Sufficient.

15 In a row.

17 Device for raising temperature.

19 Device for calculating or controlling flow.

20 Type of filter.

22 Team.

23 Proof of receipt.

24 Watch.

25 A person who is not brave.

DOWN 1 2 3 4 5 6 7 8 11 12 15 16 17 18 21 22

Chevy Chase movie.

Fibs.

Common automotive hand tool.

Semi-conductor control for electronic ignition circuit.

What motorists drive.

Blast off.

People held against their wish.

Building.

One of the first methods of powering vehicles.

Opposite of exit.

Actuating mechanism that opens a poppet valve. _______ -in.Controlled.

Chaotic.

Prize.

Mona known for her smile.

Black bird.

February 2007 Auto Puzzle

J E T T U M C H P A S U P R A R E C O I T O T A R O A R E D E A G L

A C I R E N E V R O L N T E A I T F N D I T I C L A N A T O P A I R I S O S E N E

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S T E E R

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Congratulations to Perry Vandergulik of Jem Auto Service in Coquitlam,BC,winner of a Havoline jacket for solving our February 2007 puzzle.

Win $100!

Send your solved puzzle to Canadian Technician.We’ll draw a winner on August 17, 2007.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 is your company slogan?

Add More Life To Your Car Havoline® has entered a new century of adding more life to your car.

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. © 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

1

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

A Chevron company brand

continued from page 38 crew as they shuffled into the lunch room.

Tooner was the last to arrive. “Beanie,” he snarled, “if I hear you sing ‘I Ain’t Got No Time’ once more, I’m going to adjust your voice box with a pry bar!”

Basil, who’d been puzzling over our Dodge problem, suddenly stopped chewing. “Tooner, Beanie’s right! I believe your Stratus has a timing problem.”

Beanie’s face broke into a grin. “You mean my singing has benefits?”

Tooner glared at him. “Easy there, Elvis; let’s hear what Basil has to say first.”

Basil dunked his donut again, chewed thoughtfully for a while, and then said. “I seem to remember reading about a similar problem online some months ago concerning these Chrysler 2.0 litre engines.

They’re notorious for losing spark on two cylinders if they can’t find the sync between the CKP and the CMP sensors.”

Tooner grudgingly acknowledged that he might have a point. “What exactly should I be looking for?”

Basil recalled a few different possibilities that would affect cam timing: the timing belt could have jumped a tooth; the belt might be stripped; the camshaft pins for the cam gear could be sheared, causing the gear to move on the cam.

After licking out the donut box, and exacting a vow of silence from the Beanster, Tooner went back to the offending vehicle to begin his search. What he found was a seized up tensioner pulley for the timing belt, which had allowed the belt to loosen and jump three teeth on the cam gear.

With a new tensioner installed and the timing reset, the Dodge fired right up and ran beautifully. In honor of his success, Beanie blessed us all with another Canadian classic.

“You ain’t seen nuthin’ yet!” he sang. “BB-B-Baby! You ain’t seen nuthin’ yet!”

Everyone groaned, but the truth is we’ve learned to pay closer attention to our apprentice. Even if he doesn’t have a clue what he’s saying (or singing), he does occasionally come up with the right answer.

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

MAY 2007

ADVERTISER INDEX Advertiser

Page

Website Address

Phone

34

www.arkemagroup.com

1-800-567-5726

ASC Industries 2100 International Parkway North Canton, OH, 44720

6

www.asc-ind.com

1-330-899-0340

Beck/Arnley 11 Laird Road, Unit 3620B Mississauga, ON L5L 6A9

17

www.beckarnley.com

1-888-go4-beck

18, 36

www.texacohavoline42.com

1-800-465-2772

KYB America LLC 140 North Mitchell Court Addison, IL 60101

39

www.kyb.com

1-630-620-5555

Maremont Canada 3600A Lakeshore Blvd.West Toronto ON M8W4Y8

33

www.maremont.com

1-800-882-6833

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

28

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

34

www.mistertransmission.com

1-800-373-8432

Mopar Contact your participating DaimlerChrysler Retailer

21

www.mopar.ca

1-866-38-MOPAR

Motorist Assurance Program of Canada

26

www.motorist.org

905-726-8886

NAPA 7025 Ontario Street East Montreal QC H1N 2B3

29

www.napaonlinecanada.com

1-866-GET-NAPA

4

www.ngksparkplugs.ca

1-877-2-SPARKY

Pennzoil 1101 Blair Road Burlington, ON L7M 1T3

31

www.pennzoil.com

1-800-263-6200

Raybestos Brakes 6601 Goreway Drive Mississauga, ON L4V 1V6

30

www.raybestos.com

1-800-665-4741

Robert Bosch, Inc. 6955 Creditview Rd. Mississauga, ON L5N 1R1

40

www.bosch.com

1-800-618-4729

Rotary Lift 7145 West Credit Ave., Suite 105, Bldg.2 Mississauga, ON L5N 6J7

11

www.rotarylift.com

1-888-256-4195

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

2

www.snapon.com

1-800-734-2676

Robinair - SPX Canada 5695 Whittle Road Mississauga, ON L4Z 3P8

14

www.robinair.com

Contact local agent

Tenneco Automotive 1 International Drive Monroe, MI 48161

22

www.monroe.com

Visit our website

12, 25

www.wakefieldcanada.ca

1-888-CASTROL

Arkema Canada 700 Third Line Oakville, ON L6J 5A3

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

CANADIAN TECHNICIAN 37

The Car Side

By Rick Cogbill

Beanie may not be able to sing… but sometimes he manages to strike the right note.

A

horrible noise suddenly careened through our shop, bashing into toolboxes, and threatening to sterilize anything in its path that wasn’t wearing ear protection.

“It’s the apocalypse!” cried Tooner, his hands covering his ears, a look of sheer panic on his face.

That’s when I spotted our young apprentice, Beanie, coming through the back door, bellowing out a tune at the top of his lungs. “NO TIME LEFT FOR YOU-OO-OO…” “Beanie, what’s wrong?” gasped Basil.

“Should we call 911?!”

Unaware of the commotion he’d caused, Beanie just grinned. “Canadian Idol tryouts are coming up,” he said. “I’m practicing.”

“Practicing what? A cry of anguish when you’re turned down?”

“Come on! You should know this song; it’s from a Canadian band that was huge in the ’70s.”

Tooner grunted. “The Winnipeg Hog Callers?”

“Nope, Guess Who.” “That was my guess,” growled Tooner, “and I ain’t guessing again!”

“He’s talking about The Guess Who. You know… Burton Cummings and the boys?” I looked at Beanie. “If you’re thinking that’ll get you on Canadian Idol, I’ve got a new name for your act: ‘The Guess Not!’” The Bean was undaunted. “I’ll just keep practicing, Slim. It can’t hurt.”

“Wanna bet?” grumbled Tooner, attempting to stuff a second pair of plugs into his ears as Beanie launched into the chorus again.

“NO TIME… NO TIME!” “Come on, guys,” I said. “Let’s get back to work. I turned to Tooner’s current project, a 1995 Dodge Stratus with a 2.0L engine that wouldn’t start. “What have you found so far?” I asked.

Tooner sighed. “Well, I got fuel, and 38 CANADIAN TECHNICIAN

No Time Left for You

cylinders two and three are sparking up a storm. But there’s nothing coming from the coil pack for cylinders one and four; it’s as dead as a doornail. I swapped the coils, but still no joy.”

I frowned. “How are the crank and cam sensors?”

“Fine; checked ’em with an oscilloscope,” he replied. “Even tried a new pair, just in case, but I’m still only getting spark on two cylinders.” When I left him, Tooner was tracing the wiring harness to make sure there were no breaks between the coil packs and the ECM. But it was beginning to look like the ECM could be faulty; there was power to the coil, but no pulsing ground signal.

It was time to bring Basil in on the score. I found him in a pickup truck, working under the dashboard, which was

kind of tricky, considering that he had both doors closed and the windows rolled up tight. I opened the driver’s door and peered in; he was folded up like a pretzel.

“Why the close quarters?” I asked.

“I’m trying to block out Beanie’s racket,” he wheezed. In the background, you could hear the words, I GOT, GOT, GOT, GOT, GOT NO TIME! reverberating off the shop walls with gusto.

“Well, I’m sorry but I need you to check out Tooner’s job if you’ve got a second.” I explained the situation and suggested that Basil gather the crew together to discuss the matter over coffee. If nothing else, we’d have a reprieve from Beanie’s vocal warfare.

Fresh donuts and coffee awaited the

continued on page 37 MAY 2007

“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.

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