Canadian Technician November 2007

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

NOVEMBER 2007

Time to move on?

What to expect when you go from employee to employer ALSO:

• Our Ethics Panel tackles another topic • Kelly Bennett on cash flow woes • Subaru Canada picks its top tech www.canadiantechnician.ca

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NOVEMBER 2007

VOL. 12 NO. 9

Departments

9

Editorial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5 Letters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6 Reader Rides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6 Out & About . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9 EyeSpy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10 Product Central . . . . . . . . . . . . . . . . . . . . . . . . . . . .24 Havoline Auto Puzzle . . . . . . . . . . . . . . . . . . . . . . .28 Ad Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29

Columnists

10

It's Your Turn . . . . . . . . . . . . . . . . . . . . . . . . . . .12

By Guest Columnist: Bruce Eccles Management S.O.S. . . . . . . . . . . . . . . . . . . . .14

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

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

By Rick Cogbill

Features

21

A Question of Ethics: The Insistent Customer . . . . . . . . . . . . .21 How do you handle it when your customer thinks he knows what’s wrong with his car – even before you’ve diagnosed anything?

Company Profile: Time To Move On . . . . . . . . . . . . . . . . . .22 Regina’s Driven Automotive was started by two technicians, an automotive detailer, and a service advisor who decided they wanted to start working for themselves. Here are some of the lessons they learned.

22

Editorial VOLUME 12

An open letter to my MP

NUMBER 9

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.

I sent this to someone who can actually do something about the Right-to-Repair issue. You should do the same.

Making your voice heard on Parliament Hill couldn’t be easier. Just visit www.righttorepair.ca, click on “Take Action,” and then on “Contact Your MP.” The site walks you through the process.

You can choose a pre-written letter... or you can write your own. When you’re

ready, click ‘submit’ and it goes straight to your MP’s inbox.

You don’t even need an envelope! With the number of people in the Canadian aftermarket, our MPs should be swamped with letters. Let’s give them something to think about!

614 -8861 416 614 -0955 • Fax 416 ON M9W 5C4 451 Attwell Drive, Toronto

1 November 2007 Paul Szabo sissauga South Member of Parliament, Mis West nue Ave ore esh 20-1680 Lak Mississauga, ON L5J 1J5 lity to continue to Dear Mr. Szabo, nt automotive repair faci ity of my local independe abil the ut abo ned cer I’m very con w them technicians. They do. I kno repair my vehicle. p don’t hire capable service sho the of s ner ow the e Not becaus husiasm for the trade. sed with their skill and ent On the contrary, personally, and I’m impres lves of the latest training. mse the il ava ’t don s cian hni tec y’re conducted se the the e er It’s not becaus the latest clinics, wheth y routinely sign up for all the and n, lear to n kee they’re d. r hours, or on the weeken ipment. The owners have during the workday, afte st in automotive service equ late the e hav sn’t doe p sho the e ware updated regularly. aus bec soft not the e it’s And nostic tools, and they hav diag -end high in ent stm air information availmade a tremendous inve ling to make essential rep r of my vehicle is not wil ure act its dealers. nuf ong ma am the y e onl aus it It is bec rmation to itself, sharing info cal hni tec its And it’s p kee one outside of its network. able to them. It wants to ty tools it won’t sell to any cial is discussed. spe y e log som hno are tec re its the Furthermore, training classes where from s cian hni tec ler dea n ow excluding anyone but its ked out. p has been effectively loc -car dealerships The independent repair sho Canadians – to return to new of s lion mil and – me e forc they are to s where we are want. And These measures are meant y our choice to do busines awa e tak jeopardy. to into nt ps mea sho y’re air The rep for service work. who work at independent ple peo of nds adian usa tho Can of tens the majority of the cars on throwing the livelihood of h repair information. But wit g. fair nin ing trai play and are ls, ies too , Some car compan ir service information ch are refusing to share the to pay for whi ling ies wil pan he’s com me by s e ure mad ass roads are service provider a free market economy. My sts in the United States This is unconscionable in d of relationship that exi kin the h wit py hap be d He’ s. uire manufacturers have req icle he veh ., tion the informa service shops. In the U.S nt nde epe ind and rs ure between vehicle manufact n re service information. . I’m asking you to petitio voluntarily agreed to sha d of agreement in Canada kin e sam the ary ieve unt ach vol a us logy. And if I’m asking you to help panies to share their techno pressure on the car com in and provide a legislated step to ds nee the government to exert ada Can nt of e, I believe the governme agreement is not possibl e. l with is being threatass solution to this imp air facility they want to dea r riding to choose the rep you in ited. Please let me ple lim ng peo bei of t is ng righ The your riding to make a livi in s ner ow p sho ny ma of ened. And the right help rectify this situation. know what you can do to Sincerely,

“Fast Learner”

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

Allan Janssen a South Constituent, Mississaug

a

publication

CANADIAN TECHNICIAN 5

LARRY DICKISON

LETTERS Technician discovers strange hiding place Years ago, when my husband James was working at a local dealership, he was surprised to see a hundred-dollar bill fall to the ground when he removed a hub cap on the car he was servicing. When James returned it to the owner of the vehicle, the customer was so pleased to see it again that he gave James a $20 tip for finding it!

Apparently he’d hidden it there some weeks before and had forgotten where he’d put it. He’d been looking for it ever since!

Frieda-Marie Elias Former shop owner Swift Current, SK

Technician vs Doctor

Overloaded camper threatens road safety RE: EyeSpy, August 2007 Wow! What a way to travel! I have to ask the question, though. Does Saskatchewan not have an MTO office where you can report such behavior? Keep up the good work.

Martin Murray OK Tire Kapuskasing Kapuskasing, ON

Found this story on the Internet. Thought you might get a kick out of it: A technician was removing a cylinderhead from the motor of a Dodge SRT-4 when he spotted a well-known cardiologist in his shop. The cardiologist was there waiting for the service manager to come take a look at his car when the technican shouted across the garage, “Hey Doc, want to take a look at this?”

The cardiologist, a bit surprised, walked over to where the technician was working on the SRT. The tech straightened up, wiped his hands on a rag and asked, “So Doc, look at this engine. I open its heart, take the valves out, repair any damage, and then put them back in, and when I finish, it works just like new. So how come I

make $39,000 a year, and you make half a million? You and I are doing basically the same work.” The cardiologist paused, smiled, and leaned over. “Try doing it with the engine running,” he said.

Jordan Chong, Toronto, ON

How to reach us

We welcome your feedback on what you see in Canadian Technician – or anything else you feel strongly about. Drop us a line at Canadian Technician, 451 Attwell Drive, Toronto, ON, M9W 5C4. Or send an e-mail to ajanssen@canadiantechnician.ca. Our fax number is 416/614-2781. We reserve the right to edit your letters for length and clarity.

RIDES

Reader

Ray Saulnier, owner of Saulnier’s Autobody Repair in Metghan Centre, N.S., sent in some photos of his 1970-1⁄2 Camaro Z28.“It took three years for Dan Belliveau and me to rebuild this frame-off, rust-free car from Alberta.There’s not a bolt or screw or wire that has not been removed and cleaned, painted, clear-coated, or replaced on this car. It is redone to factory spec!”The vehicle, Ray says, has been appraised at over $60,000.

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!

6 CANADIAN TECHNICIAN

NOVEMBER 2007

Every Gasket

Counts.

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LEAK REPAIR

FUEL SYSTEMS

COOLING SYSTEMS

DRIVETRAIN

Whether it’s undertaking a major engine repair or simply replacing a failed thermostat… addressing a dripping oil pan or correcting a leaking exhaust flange… there’s no such thing as an unimportant gasket. And in the repair environment, it’s vital that they incorporate the latest technology and design innovations.

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felpro-only.com ©2007 Federal-Mogul Corporation. All rights reserved.

Out

&About

Subaru names top tech Lee Harrison of Calgary takes systematic approach to win Master Tech title.

By Allan Janssen

A

transplanted Brit is has been named you talk about the problems other people Subaru’s top automotive service face in the shop,” he says. “It’s always technician. interesting to find out what people face in Lee Harrison of Subaru Calgary outother areas of the country. For example, performed 11 other techs at the annual we have a much drier climate in the Master Technician contest held at the prairies than they do in the east, so they company’s head office in Mississauga, ON. get different problems.”

“It was a bit of pressure,” he admits.

Harrison, who has been a technician “But it was more a matter of combating your fear of not doing well. It was your own nerves you had to conquer.”

It was his first visit to the annual competition, comprised of a written test and a hands-on search for four faults on a brand new Impreza. For Harrison, the key to finding the faults was to stick to a methodical strategy.

“You had to remember Lee Harrison of Subaru Calgary confers with judges at that these are man-made the 11th annual Master Technician Competition. faults you’re trying to find,” he explains. “Even though they recreate for a quarter century, started working for problems that you could encounter in Subaru in 1991, in the central England your day-to-day work, they are different. town of Chesterfield. He emigrated to Checking for a high-resistance problem, Canada in 2002. for example, you might normally look for Other competitors in this year’s coma place where water could get in. Or if it’s petition were David U of Don a broken wire, you’d look for a place Docksteader’s Subaru in Vancouver, BC; where the wire is bent. But these probScott Forsyth of Hilltop Subaru in lems could be anywhere.”

Vernon, BC; Carlos Pinheiro of Frontier As winner of this year’s event he took Subaru in Winnipeg, MB; Emanuele home a Snap-on torque wrench and a speCicchetti of Subaru of Mississauga, ON; cial prize from Subaru head office in John Wedley of Subaru of Mississauga, Japan, a painting of Mount Fuji. But he ON; Victor Cidade of Budd’s Subaru in says one of the best things about the Oakville, ON; Daniel Tranquilli of weekend getaway to Mississauga was the Lachute Subaru in Chatham, QC; Roch chance to compare notes with Subaru Boucher of Subaru Victoriaville, QC; techs from across the country.

Alain Bourque of Subaru New Richmond, “It’s very good how they do it, arranged QC; Richard Coutu of Joliette Subaru in over a weekend, so you get to know everyQC; and Kyle Goulette of Moncton one. It’s a bit like a training course where Subaru, NB. NOVEMBER 2007

Supplier News Uni-Select strikes agreement to buy parts distributor RPDL Uni-Select has entered into an agreement in principle to purchase the assets of Replacement Parts Depot Limited – also known as RPDL – an automotive replacement parts distributor that operates a large warehouse in the Toronto area. RPDL is owned by and serves 22 automotive parts wholesalers and retailers and a number of independent automotive-related businesses that service the Ontario market. Uni-Select plans to enter into long-term supply agreements with the 22 shareholders of RPDL.The acquired business will become part of Automotive Group Canada and is expected to add annual sales of $25 million.

Cherry Bomb introduces new ‘Disturbing The Peace’ calendar A full-size 2008 Disturbing The Peace automotive calendar is now available to all Cherry Bomb retailers free of charge while supplies last. The 24 page, full-color calendar features some of the most exciting vehicles that participated in last year’s Hot Rod Power Tour. The vehicles were photographed by professional photographer Bob Shaw. Cherry Bomb owner Paul Banks, says, “People are always coming by our trailer at the shows or e-mailing us to share their Cherry Bomb story. This calendar gave us a way to document their stories and show off some of the finest restored vehicles with Cherry Bomb exhaust.”

Delphi Service Centre to include ‘diesel point’ Frank Ordonez, president of Delphi Product & Service Solutions has announced a new initiative to exploit aftermarket opportunities in diesel service and repair. Diesel Point is a new program that capitalizes on the increasing growth in the global diesel vehicle parc. It includes all-makes diesel diagnostic equipment covering all modern light duty diesel injection systems, training, removal/refit tools, marketing support, qualified technical support, OE diesel products, and electronic cataloguing.

New web site for AIM AIM, a manufacturer of new and remanufactured rotating electrical products for both import and domestic vehicles, has introduced its new web site at www.aimpowerinmotion.com. The website supports the company’s new “AIM Power In Motion” branding and marketing initiative announced earlier this year. A “Technician’s Toolbox” section which includes tips and tools for diagnostics, along with frequently asked questions answered by AIM’s engineering department on alternator and starter issues, and white papers produced by the company.

CANADIAN TECHNICIAN 9

Supplier News GBS has new district manager David Allan has joined Grant Brothers Sales Limited as district manager, responsible for sales of the company’s automotive and heavy duty lines in the Manitoba, Northern Ontario and Southern Saskatchewan regions.

Grote’s electronics division expands Grote Electronics, a division of Grote Industries, has officially dedicated its new 40,000-squarefoot manufacturing facility in Waterloo, ON, marking the third time the electronics assembly plant has grown since it opened in 1991. The state-of-the-art, high-volume manufacturing facility is where Grote’s light emitting diode (LED) circuit boards and electronic-based specialty products are assembled. It also houses the Grote Electronics engineering team

Dale Patenaude joins Matthew Scott Data Marketing Solutions Inc. Matthew Scott Data Marketing Solutions Inc. has announced the appointment of Dale Patenaude as business development / account manager.

Well-known in the Canadian automotive aftermarket, Patenaude was formerly national sales manager for Canadian Technician magazine. He brings 10 years of advertising and publishing experience to Mathew Scott, as well as an understanding of the dynamics of the aftermarket and the challenges faced by consumers, service providers, distributors and manufacturers.

He can be reached at dale.patenaude@ matthewscott.com or by calling 905-890-6959.

UAP launches online training: NAPA Centre of Excellence UAP Inc. has launched the NAPA Centre of Excellence, described as “the most important online training centre in Canada’s automotive aftermarket industry.” Operated under an agreement with the Canadian Automotive Repair and Service (CARS) Council, the new web site at www.napaexcellence.ca will offer more than 200 technical or specialized management courses on video, given by certified trainers and accessible 24/7 in both French and English. The intent, said UAP president and COO Robert Hattem, is to sustain the skills of over 20,000 workers in Canada’s automotive aftermarket.

Bosal launches new web site Bosal has just launched a newly updated web site at www.bosalna.com. It features a new Online Electronic Catalog that is continuously updated, and includes complete diagrams for all systems and components. The search capabilities include distributor and availability information.

And a new Installer Quotation System lets shops print quotations for customers without having to contact suppliers for pricing.

10 CANADIAN TECHNICIAN

OUT & ABOUT

Readers weigh in on dramatic part failures

G

iven the EyeSpy photograph this month (see below), we thought it would be as good a time as any to share the most dramatic part failures you’ve witnessed. We asked for details as part of our Auto Puzzle recently. Turns out there are no shortage of experiences with failed parts!

The most common result was that something ended up where it wasn’t supposed to be.

“We had a driveshaft come right through the floor,” writes Donny Woodbeck of Sullivan Motor Products in Houston, B.C. “Connecting rods going through a block,” says Brad Noble of Principato’s Auto Service in Toronto, ON. “The most dramatic part failure had to be a split-ring truck tire,” says Bob Irvine of J&B Raceworks in London, ON. “I once saw a ring let go when airing up a tire. Part of the wheel went through a cement block wall!”

“A brake caliper piston wore through the brake pad and rotor surface, and jammed against a cooling fin of the rotor,” reports Henry Oostdyk of Accu-Tech Automotive in Burlington, ON. “U-joint came apart and went right through the floor of a Jeep,” says Gerry Terry of Frost Automotive in Trenton, ON. Sometimes the failures were violent enough to shatter large components.

“On a 3.0L Ford V6 engine, we had a crankshaft that broke clean in half!” says Wayne Vicary of Performance Car Centre in Regina, SK. “Brake rotor broke into three pieces,” offers Rudy Toews of ATW Automotive in Chatham, ON. “A brake drum cut into three separate pieces by worn out shoes,” writes Jim Beckman of Switzer Automotive in Lethbridge, AB. “One customer came in with a brake noise. Upon inspection, we found that the right front rotor was sheered so badly that it was in two pieces,” says Collette Mason of Serbu Tire in Windsor, ON. “They’d been driving it this way for some time!”

“We saw a rear axle break off during some rock climbing. Sure wish we’d got video of it!” says Steve Russell of Auto Electric Service in Regina, SK. But not everyone wants to blame the failure on the part.

“I’ve never seen a part failure… but I’ve seen some very poor installations,” writes Darryl Seckler of Avenue Garage in Regina, SK. “I’ve seen a transfer case fall out of the vehicle.”

Sounds like an installation problem all right!

Randy Haugen of Randy’s Auto Repairs in Chilliwack B.C.sent in this picture of the underside of a 1951 Henry J street rod.“I do a lot of hot rod repair in my shop so when I got a call that a street rod from Washington state was at the local fast food outlet and needed help, I said ‘Tow it down!’The driver had hit a speed bump too fast and caught his power booster on it,ripping it and the master cylinder off the frame.I replaced the unit and installed it a little above the frame.”

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

NOVEMBER 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.

It’s Your Turn

Invest in your future Don’t let technology tempt you to throw in the towel.

By Bruce Eccles

Recent J.D. Powers studies have shown that consumers prefer to deal with independents, largely because aftermarket shops can offer a level of personal attention that the corporate dealerships can’t hope to match.

Yet for the most of the past 10 years, independent service providers have been slowly losing ground to new car dealers.

What’s going on?

The way I see it, most consumers may not want to go to the dealer… but we’re forcing them to.

Too many shop owners are becoming casualties in the battle of technology.

They’re not investing in their future, and they find it too difficult to keep up, so they’re throwing in the towel.

Want proof? Just take a look at the labor rates some shops are charging. In many cases, it’s just way too low. Let’s face it, modern vehicle technology demands a greater investment from repair shops than ever before. We need proper training, better equipment, frequent updates, and more comprehensive information systems – all of which come at a price.

But some shop owners just can’t bring themselves to charge a fair price for the work they do.

If your labor rate is too low to support the infrastructure you need, you’re running a knowledge or skills deficit that is eventually going to cripple you.

You have to achieve an income level that will allow you to reinvest in your business. If you don’t, you’re dead in the water.

Unfortunately, many shop owners believe they’ll lose customers if they 12 CANADIAN TECHNICIAN

charge more. That’s a myth. In fact, the exact opposite is true. If you can’t fix your customers’ cars, you’ll lose them to someone who can. Your shop rate must reflect your true costs of doing business – and one of the biggest costs you’ll ever face is maintaining a modern, well-equipped, well-skilled shop.

Too many shop owners are becoming casualties in the battle of technology. They’re not investing in their future.

Even if the shop rate is in line with reality, however, too few shop owners indulge in the kind of training that will allow them to work on all of their customers’ vehicles. You’ve got to be ready and willing to take in even the most technologically complex vehicle and repair it quickly and efficiently. If your technicians can’t handle anything built after the turn of the century, how can you hope to grow your business? The pool of cars you can work on is getting smaller and smaller every year.

So why aren’t training classes filled to overflowing? Some shop owners don’t like the price tag that comes with training.

Others just can’t find the time to get away from the shop long enough. Still others are afraid that once their technicians learn some new skills, they’ll quit and take all that knowledge with them.

The faulty logic in this kind of thinking is scary.

To excel in business today, you have to keep up with – if not ahead of – the curve.

Technicians don’t always bolt with their new skills. More often, they appreciate working in an environment where training is valued and there’s a chance to improve themselves.

And training doesn’t have to be a huge expense. You can join an association which offers a variety of relevant and inexpensive courses, or hook up with a supplier who will include your staff in its training programs. Generally speaking, associations and suppliers want you to see you succeed because the healthier your business is, the rosier things look for them.

When a 2003 vehicle just off warranty comes limping into your shop with the check-engine light on, can you fix it? Can you get that car back on the road quickly and efficiently, or will you be in over your head, taxing your equipment, stressing your staff, and ultimately cheating your customer?

Will you be meeting your customers’ needs, or forcing them to go to another shop – possibly the dealer.

Don’t throw in the towel.

Instead, combine your personal service – the kind that people can’t get at a dealership – with a well-trained staff, upgraded facility, and state-of-the-art equipment.

And know that when you charge a fair labor rate you can continue to provide the quality service your clients have come to expect.

Bruce Eccles is the owner of Eccles Auto Service in Dundas, ON. NOVEMBER 2007

MANAGEMENT

S.O.S. The cash

CRUNCH

Dear Erol: It’s good to hear that the stress of dealing with a lot of vendors is gone… unfortunately, the stress of poor cash flow can be even greater.

I once told a vendor I was having “a little cash flow problem.” He said a cash flow problem is never a little problem, it’s a huge problem.

It’s true. I’ve seen how a serious cash flow problem can totally derail a small business. The good news is that you only need one thing to solve your problem, and that’s money. I’m not being facetious.

Money can’t solve every problem, but it can solve this one.

Now, let’s see here. If you have $4,567 in the bank, $9,706 in receivables under 30 days, $5,972 in receivables over 30 days, and $8,435 in inventory, your total current 14 CANADIAN TECHNICIAN

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.

A few ways to avoid a business-crippling problem.

assets is $28,680. Now weigh that against the $21,512 you have in current liabilities (accounts due within 12 months), and we see that your current ratio is 1.33 to 1. That means for every dollar you owe, you have $1.33. That doesn’t sound too bad.

But when we calculate your “quick ratio,” we don’t include the inventory because bankers know you need your inventory to run the business. Neither do we include receivables over 30 days because they can be doubtful. So you’re left with just $14,273 in assets – or a quick ratio of .66 to 1. In other words, you have only 66 cents to pay every dollar you owe.

Well, I guess that would account for your stress. You must hate to see payday coming. Employees never want to be sick on payday, but sometimes shop owners sure do!

Want to get a better handle on all this?

I’d recommend you read Accounting for Dummies (ISBN:0061374342) by John A. Tracy. No, I’m not calling you a dummy... but this book explains the kind of business accounting principles you really have to understand.

The big question to ask when you get stuck in a cash crunch is where your focus has been. For example, I used to spend too much time focusing on my income statement and not spending any time or energy reviewing the balance sheet and cash flow statement. I wasn’t looking at the big picture.

There are six things you can do to fix your problem.

1. Increase your sales This can be tough because you don’t want to risk spending money (that you don’t NOVEMBER 2007

Larry Dickison

have) to advertise. A better approach is to go through past invoices – say the last 90 days or so – and look for recommended repairs that haven’t been done. Start calling or e-mailing your customers to see if they’re ready to tackle the work that needs to be done on their vehicles. One advantage you have is that you just moved. What better reason to contact your client base?

You can even turn it into a little celebration. Tell them you’re going to place the first 50 or 100 invoices into a drum, and one lucky customer will win back the total cost of the repair. Up to a certain amount, maybe. You’re creative; you’ll come up with something.

2. Reduce your expenses I know you’re a pretty decent expense manager. But there are always some areas that we can improve. We shopped around for our insurance one year and that saved us some dollars. We also switched phone companies and electric companies to save there as well. You’ll find that you’ll save money on parts now that you’re more loyal to one main vendor and you’re getting volume discounts. You can also find a credit card that will give you 2% or 3% cash back.

3. Increase gross profit According to your income statement your gross profit year to date is only 52%. Our benchmark is 60%. I believe you could tweak a few areas and easily gain 8% in gross profit. This is fairly easy to do.

NOVEMBER 2007

Emotionally it can be tough, but it requires zero capital investment.

4. Sell some assets This is a radical option – and rarely used, quite frankly – but it could inject some much-needed funds into your business. We sold some older equipment to a new startup in a nearby city, and donated some old computer equipment to a local charity for a charitable donation receipt. That took the edge off some of our immediate problems.

5. Acquire long-term financing Paying off short-term debt can eliminate a lot of your short-term stress. However, you need a plan to ensure you can pay down the long-term debt as quickly as possible once your cash-flow situation turns around. Be careful of those credit card deals that come in the mail with really low introductory rates. We fell into that trap once and ended up paying high interest for longer than we had hoped.

6. Collect all receivables over 30 days This will not impact your current ratio.

When the receivables are collected and deposited into the bank, your ratio remains the same. It does reduce stress though.

That money looks better in the bank than on paper and will impact your quick ratio as the amounts over 30 days were not included in this calculation. You’ve got to stop being such a nice guy and allowing

retail accounts to “pay when they can.”

The end of the year is a great time to focus on your dated receivables. You can use the excuse with your accounts that your fiscal year end is fast approaching and you need to get the receivables dealt with so you can close your year with everything caught up. I noticed when I was running your shop that a lot of your receivables are for small amounts… but they sure add up, eh?

In collections, the squeaky wheel gets the grease. You have to take collecting your money seriously. You can’t simply rely on those “final notice” stickers. You need to make phone calls and sometime go see people personally to collect the debt. It’s just too easy to ignore letters. Often the envelope doesn’t even get opened! Always remember, this is your money that you’re trying to collect… not theirs. You’ve already paid for the parts you put on their car.

You’ve already paid the technician to do the work. You’re already out of pocket and it’s only fair that they pay you for your service.

When you get through a cash crisis, it sure feels good to be able to pay your bills.

Who ever thought you’d look forward to it!

But there’s satisfaction in being able to meet your financial obligations.

I’ve done some spreadsheet work on your current cash flow. Yes, you have a problem, however, if you focus on the above solutions you can turn that around within three months. That’s not long. You may have to eat bologna for a while, but don’t worry, you’ll be eating steak again by springtime!

Well, my friend, I need to leave early today. I’m meeting my step-dad for coffee this afternoon. He sure seems lost without Mom around anymore. We both really miss her and we find it therapeutic to get together and talk (and sometimes cry) about the great memories we have of her.

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

CANADIAN TECHNICIAN 15

You have a choice:

or Flameless OTC Magnetic Induction Heating System Whenever there’s an open flame you never know what’s on the menu. Your shop isn’t the Blue Flame Grille. Are you wasting time trying to remove stubborn rust-caked bolts, fasteners and bonded components?

Forget about the torch and solvents. There’s a much easier way.

The new OTC 6650 Magnetic Induction Heating System lets you safely concentrate and control heat precisely where it’s needed. Quickly remove metal parts where a torch or other heat source just isn’t safe. The OTC 6650 is ideal for mechanical repair, auto body, transmission, muffler and recycling facilities. It comes standard with a foot switch and inductors for bolt removal, body side moldings, emblems and glass applications. Further, there are optional inductors for other special applications. Call today and ask about the new 6650 Magnetic Induction Heating System. It’s from OTC—the One Tool Company professional technicians trust.

For more information: Call 1-800-533-6127 today

Bolt Inductor Can produce heat in excess of 1400°F in seconds for easy, safe removal of rusted bolts or seized fasteners, caulking and seam sealers.

Glass Inductor Quickly heat channels to 350°F behind glass components. Easy to use and leaves no mess.

Body Panel Inductor Produce mild heat in flat or contoured body panels to quickly remove moldings, pin stripes and vinyl graphics.

Optional Accessories* Hail Dent Inductor – Available Now! Bearing Heater Inductor Brake Inductor Exhaust Inductor * Coming soon

© 2007 SPX Corporation. SPX and OTC are registered trademarks of SPX Corporation.

www.otctools.com

Believe it or not, there’s actually a formula that prescribes your proclivity for change.

By Bob Greenwood

The change EQUATION

T

he reshaping of the independent auto repair profession continues.

Every new vehicle model, every new technology, every new tool and technique brings with it the need to learn and grow… and change.

This constant redrawing of the boundaries of our industry affects everyone – from shop owners, to managers, to technicians, to apprentices. In fact, the best among us are quick to acknowledge that if you want to stay on top of your game, you had better be willing and able to adapt.

You had better embrace change.

But that’s not easy. Many people associate change with personal stress. You may be one of them. You may find the constant need to evolve painful and tiring.

Perhaps what you need is a new perspective. Maybe you simply need to understand what is involved in the process of change.

Believe it or not, there are five factors in the “change equation.” Tackle them one at a time and you’ll find that you’re able to NOVEMBER 2007

change your business, your direction, and yourself with minimal pain.

Here is the formula for effortless change: Vision + Ability + Motivation + Resources + Action Plan = Change.

Each factor requires a clear focus and understanding. Try to skip a step, and the consequences can be disastrous.

VISION: Many owners and managers fail with this very first important ingredient.

Without vision, any attempts to change will be haphazard and mired by confusion. To ensure vision is in place, first write out a detailed description of how you see your business moving forward.

Once this is done, take the time to fully explain your vision to the entire staff.

Make sure everyone clearly understands the picture. Defining and communicating your vision is a critical first step.

ABILITY: The vision may be crystal clear but if the business lacks the ability to change, your efforts are doomed to failure. Anxiety will take over. Stress levels

will soar. Finger-pointing will abound.

Your ability to change is measured by the skill of your staff, the caliber of your equipment, the depth of your inventory, the adaptability of your facilities, and the health of your finances. Each is a discussion on its own merit, but all definitely contribute to your ability to move forward.

MOTIVATION: Management and staff must be motivated to implement the changes required. Their attitude is going to be key.

When everyone understands that they will personally benefit from the change, you’ll get their buy-in. Analyze the potential benefits for each employee. Convince them to embrace the change. Motivate them. Win your staff’s confidence and you won’t have to constantly push them forward, they’ll go willingly.

RESOURCES: The business relationships you’ve developed and nurtured are going to come in very handy during periods of change. You’ll be able to tap into business resources to support the changes you’re CANADIAN TECHNICIAN 19

CT Nov 2007.qxd

10/26/07

12:54 PM

Page 21

A Question of

Egg on your face No, because when you’re finished and it doesn’t fix the problem, you’ll be the one with egg on your face. No matter how many times the customer says he won’t care about the results, he would. I would try to explain the procedure and that we cannot do repairs without proper diagnostics and if they still insisted that the repair be done, I would suggest that they consult another facility.

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

Double-check it yourself

The insistent customer A new customer insists he knows what’s wrong with his car and he wants you to do the work.You’re not convinced he’s right, but he doesn’t want to pay for diagnostic time. He just wants the work done. He’s got his cheque book out. Do you do the work?

First off you need to take the time to ask why the customer feels that component has failed. If they were advised by another shop, ask to see the repair order. If the customer doesn’t produce any reasonable explanation, take the time to diagnose the component. If the customer is right, you’ll only be out a small amount of time. If the customer is wrong, you can seek authorization for further diagnostics so the true problem can be resolved. A simple act of good faith could mean the difference between a one-time visit and having a customer for life.

Chance Henderson Dean Cooley Motors Dauphin, MB

Be diplomatic

Slow things down

Depending on the job, it may be worth your while to do a quick double-check even if he won’t pay for it. If the customer is right, he’ll feel validated. If you find the true problem is something else, you can sell him that repair. Usually, when people are convinced that they’re right, they’ll have what they feel was the problem done as well. You could end up doing two jobs.

The idea here is to play the diplomat and preserve the person’s pride while still fixing the actual problem.

Ryan-Schuyler Deschambault Motive Power student, Algonquin College Petawawa, ON

This happens quite often with DIY OBD code readers and the “my-friend-knowscars” people. Your service advisor needs to slow the person down and educate them on diagnostic procedures, and the value of your services. If they choose not to listen, I would do what they ask, but I would document my comments very clearly on an authorization form, that they will have to acknowledge, and sign. It would restate the problem discussed, outline what the client wants done, and there would be a disclaimer that says “The client declines diagnostic services.”

Carlo Sabucco Sil’s Automotive Diagnostics Mississauga, ON

Uncomfortable situation

• Weigh in on an upcoming Ethical Dilemma •

No, we do not do the work! I would say, “I’m sorry Mr. Brown, we cannot repair your vehicle for you until our technicians diagnose the problem. If for any reason the problem is not as you’ve stated, it will create a very uncomfortable situation, and no one is going to be happy!”

Brian Pellerin Brian’s Moncton Rust Check Moncton, NB NOVEMBER 2007

He bears the responsibility If he insists, we would make it clear to him that he bears full responsibility of the outcome of the repair. Only then would we proceed. (And, by the way, we do not accept cheques!)

Bob Stathis Status Automotive Toronto, ON

A stranger brings in a set of wiper blades and asks you to install them. You would have to pull a tech off a paying job to do it, and even though the actual work will probably take him less than a minute, it is a significant disruption in his work. You agree to do it for 0.25 hours labor – say $20. Are you being fair?

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

Going out

ON YOUR OWN A lot of techs dream of owning their own shops one day… here are some things to keep in mind.

By Allan Janssen

I

magine losing three key employees… all in one day.

That’s what happened one Friday afternoon at Auto Electric in Regina, SK, when two technicians and a service writer announced they were going into business for themselves.

Jason Mancinelli, Wayne Isted, and Daryl Kulczar opened up their own shop, Driven Automotive, just a couple of blocks away. And of course they took a number of clients with them.

Sound like the set-up for an ugly battle? Not really.

One reason is that Auto Electric is mainly a jobber operation, and it did not want to alienate its former employees, who were now potential customers.

But more importantly, both sides in what was admittedly a highly charged situation kept their heads. In the end, lessons were learned, relationships were preserved, and both businesses prospered.

Auto Electric found excellent replacements for Daryl, Jason, and Wayne, and they’ve become big supporters of Driven Automotive – even recommending it as a profile subject to Canadian Technician magazine.

Business at Driven Automotive, meanwhile, is booming. Daryl, Jason, and Wayne were joined by a fourth partner, an automotive detailer named Billy Dick.

They’ve since hired another technician and an apprentice, and there’s talk of expanding the premises already.

Asked what advice they’d give to prospective entrepreneurs, Jason and Daryl drew on their own experience to offer the following: 22 CANADIAN TECHNICIAN

Don’t burn bridges “We took the approach that this wasn’t a whim. We weren’t going to a rival employer. We just wanted to do our own thing,” says Jason. “And we made it clear that we still wanted to do business with them. We were walking on a lot of egg shells to make the transition as smooth and as painless as possible.”

“As a show of goodwill, we told them straight out we’d like them to be our number one parts supplier. And we bought most of our equipment for the initial set-up through them,” says Daryl.

“As a result, our relationship with Auto Electric is awesome. We buy probably 85 per cent of our parts through them. They give us good pricing, excellent service. They’ve been very good to us.”

The Driven Automotive team. From left, Daryl Kulcsar, Wayne Isted, Jason Mancinelli, and Bill Dick.

Pick great partners A lot of people think of starting a business… but not everyone can do it alone,” says Jason. “If you surround yourself with the right people, you’ll be all set.

You just have to recognize what kind of person you are, and then find people who cover your shortcomings. That’s basically what we strive to do here.”

Daryl concurs, describing the Driven Automotive team as a carefully balanced collection of personalities and skills.

“Everyone here is a critical component of our success,” he says.

Seek business training “We’re strong believers in using the best systems and procedures,” says Daryl.

NOVEMBER 2007

who has attended a number of Bob Greenwood’s management courses in the past.To get their new buiness set up properly, they’ve joined NAPA’s Pro-Shop training with Dave Meunier. “We’re concentrating on things like booking the next appointment, and tracking work flow,” he says.

The learning curve is steep, admits Jason, but learning opportunities are everywhere.

“None of us are university educated in business, so you start reading articles and watching what successful businesses do.

You learn from that.”

Treat employees right Driven’s employees get paid by the hour and receive a performance-based bonus on top of that. The pay structure and working conditions are extremely important to Jason who believes techs have been under-appreciated and poorly treated for decades.

“I love working on cars, but I’ve worked flat rate before,” he says. “I’ve worked driveability at a dealership, so I know what’s it like to get paid pointthree for two hours’ work. I’m kind of glad there’s a shortage of technicians. It’s nice to be needed. Trades like this require a lot of knowledge and a lot of skill, and we should be compensated fairly for it.”

Employee loyalty is increasingly important, he says, so he’s willing to invest in his people to earn it.

“I know that it’s a big deal when a shop loses a tech. And maybe if I lose an important employee, I’ll know how it feels. But it will also be my own fault if I’m not looking after him properly.”

Treat customers right Regina is a small enough market that reputations are easily damaged. The success of Driven Automotive is the relationships they’ve built in a relatively short period of time.

“You deal with people and let them know who you are and what you’re all about. That’s how you earn their trust,” says Daryl.

And the free auto detailing they offer doesn’t hurt.

“Our biggest challenge is we don’t have customer histories because we’ve only NOVEMBER 2007

been around for a year and a half,” adds Jason. “We don’t know which customers are ours because they love what we do, and which ones are just trying us out, or kicking the tires.”

They’re determined to have the right kind of client, though. And so far their efforts seems to be working. In its first year of operation, Driven Automotive won the automotive category in the local Better Business Bureau awards.

Be prepared to work hard “A lot of technicians have the same dream to have their own shop. But not enough of them will really reach out and make it happen,” says Jason.

“Day to day you can get frustrated but when you stand back, you realize you’re actually getting somewhere,” adds Daryl.

“It’s more stress, and the ups and downs are bigger,” Jason says. “But I’d have to say I’m having a lot more fun!”

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 23

Products catalog Permatex’s new 80-page full-color products catalog offers comprehensive coverage of the kind of advanced chemical products that automotive technicians and do-it-yourselfers need for a wide variety of maintenance and repair jobs. The catalog includes product descriptions, specifications, application data, and ordering information for gasketing prod-

ucts, thread-lockers, thread sealants, retaining compounds, adhesives, sealants, lubricants, cleaners, hand cleaners, and hand protection.

Permatex – For more info, go to www.aptmag.ca/products/50013

“Joining AAEC was the best thing I ever did. I’ve learned a tremendous amount and my business improved by leaps and bounds!”

– Rob Scott, a member of the Automotive Aftermarket E-Learning Centre

Motor oil Quaker State’s line of Q motor oils now includes the all-new Q HorsePower Full Synthetic motor oil. Q HorsePower is specially formulated to reduce friction throughout an engine’s RPM range to help maximize an engine’s horsepower.

It features heat activated technology – meaning the hotter the engine gets, the harder Q HorsePower works.

Q HorsePower motor oil delivers the power enthusiasts want by reducing friction and providing an optimal environment for the engine to work. It is available in SAE viscosity grades 10W-30, 5W-50, 5W-30 and 5W-20, and meets the advanced performance specifications of North American, Asian and European manufacturer standards.

Pennzoil-Quaker State – For more info, go to www.aptmag.ca/products/51001

New lift design JOIN TODAY AT www.aaec.ca/canadiantechnician

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see the problem areas in my

DEVELOPED BY BOB GREENWOOD

“Being able to look at the

business is fantastic. I can go over them pretty quickly and figure out what I have to do in order to be profitable, in order to grow my business.”

– Rob Scott, Glenwood Auto, Saskatoon, SK

Learn How to Effectively: • Reduce Stress in Managing your Business • Improve Business Profitability • Improve Expense Control • Improve Labour Productivity • Realize the Potential of your Business • Manage the return you are making on your Investment in your Business • Experience an Improved Lifestyle Bob Greenwood

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

24 CANADIAN TECHNICIAN

Rotary Lift says it has modified the design of its twin-post SmartLift inground lifts to offer smoother working conditions and greater efficiency. Rotary’s engineering team eliminated the quarter inch bump around the lift frame that made it difficult to roll equipment over. The lift frame now features a formed grade angle which acts like a small ramp on the front and rear of the lift, enabling technicians to more easily move equipment over the lift. To eliminate another source of interference with equipment wheels, the team has replaced the original flange-style bolts on the cover plate with flush-mount bolts. Rotary SmartLift inground lifts are available in a wide range of configurations to suit most light-duty applications.

Rotary – For more info, go to www.aptmag.ca/products/51002 NOVEMBER 2007

Service cart Matco has introduced a limited edition Deluxe Service Cart with a dramatic black finish (Part number MSC4SMC). It is a four-drawer heavy duty cart featuring patented bumpers to help protect vehicles and other objects in the shop. It also has Matco’s exclusive recessed drawer handles. Two gas pistons function as lid stays and automatically open the lid to the proper angle when unlocked. The full extension drawers have heavy duty stops on the slides. The Limited Edition Matco Graphics on the aluminum plate on the lid are affixed using a patented process which allows the graphic to be bonded to the metal... so the it cannot be rubbed off. No more than 1000 of these service carts will be produced.

Matco – For more info, go to www.aptmag.ca/products/51004

Specialty greases CRC Canada has launched a group of grease products to supplement its existing line of

maintenance chemicals. General Purpose Lithium Grease is a high purity, NLGI Grade 2 lithium based grease which provides superior lubrication and durability in any weather and most temperatures. Sta-Plex E.P. Red Grease is a multipurpose certified lithium complex based NLGI #2 grease which contains extreme pressure, anti-wear, and anti-oxidation additives.

Moly-Graph E.P. Grease is an extreme pressure multi-purpose grease for a wide range of applications. And CRC’s new Bearing Grease is a blue tacky, aluminum complex grease using a highly refined base oil.

CRC Canada – For more info, go to www.aptmag.ca/products/51010

Xenon lighting Osram Sylvania is providing D3R mercuryfree Xenon (high intensity discharge) lighting to be offered as an option on the 2008 Ford

Mustang. Currently, the Lincoln Navigator is also equipped with mercury-free Xenon technology. Osram manufactures the complete Xenon lighting system, from lamp to electronics, simplifying logistics and troubleshooting, ensuring an optimized system performance.

Osram Sylvania – For more info, go to www.aptmag.ca/products/51015

Direct fit muffler ANSA Automotive has unveiled its new direct-fit, OE-replacement rear muffler and center resonator assembly for the 2002-2004 Toyota Camry LE, 3.0L – a popular application for the import undercar marketplace. All ANSA replacement exhaust systems are constructed of fully-aluminized steel and carry a oneyear limited warranty.

Ansa – For more info, go to www.aptmag.ca/products/49011

Your customers don’t need new

Q HorsePower as much as Ferrari ™

owners do. They need it more.

ȉ

No leading synthetic oil delivers more power.

Q HorsePower™ full synthetic motor oil SAE 5W-30 tested versus 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.

• 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.™

ȉ

Penetrant After a successful launch in the U.S., CRC Canada has announced the release of CRC Freeze Off to the Canadian automotive aftermarket. Freeze Off is a unique penetrant that uses “freeze shock action” to freeze, penetrate, and loosen rusted and corroded mechanisms. This unique formula immediately drops the temperature of the area in direct contact with the spray. The freezing effect cracks rusted surfaces, allowing Freeze-Off to reach deeper and work more effectively.

CRC Canada – For more info, go to www.aptmag.ca/products/51013

TPMS catalog Schrader Bridgeport has released its AirAware TPMS Application Catalog, covering light vehicle applications for TPMS sensors and service packs through 2007. The 16-

page catalog includes applications listed alphabetically, as well as OEM interchange information and a numerical parts listing.

The catalog is also available online at www.schrader-bridgeport.com, with monthly updates in eCatalog form through Activant and Wrenchead.

Schrader – For more info, go to www.aptmag.ca/products/50014

Signal lamp Grote Industries has introduced a new LED arrow turn signal lamp, billed as the first such turn signal option on the market.

The large, b r i g h t amber LED arrow signal lamp gives drivers of vehicles following tankers and other trailers crucial, extra time to notice them making a turn.

Because the lamp is long-lasting, shockresistant LED, it stands up to the jolting punishment of long, over-the-road hauling, as well as the beating that shorter distance trips deliver as the vehicle bumps over bad roads.

The lamp’s Grote Performance LED technology, advanced optics and a permanently sealed circuit board, dramatically increase the life of Grote’s LED arrow turn lamp over comparable incandescent products.

Grote – For more info, go to www.aptmag.ca/products/51009

Exhaust products Bosal’s new full-line import exhaust products catalog covers the company’s complete line of one-piece, direct-fit replacement import exhaust systems, mufflers, catalytic converters, pipes, and accessories. Over 2,800 import makes and models, from Acura to Volvo, are featured along with complete application data, ordering information, and illustrations. The bilingual catalog is prepared in English and in French.

Bosal – For more info, go to www.aptmag.ca/products/50008

Ratcheting wrench set Matco has introduced a new 10-piece zerodegree ratcheting wrench set (Part number SGRBZXLM102). It features a zero-degree

offset box end for reaching hard-to-access fasteners. The extra-long beam length helps reach where standard wrenches won’t, and the fine-tooth ratcheting box end provides small swing arch for fastener engagement. It is available in sizes 10mm to 19mm.

Matco – For more info, go to www.aptmag.ca/products/51003

26 CANADIAN TECHNICIAN

NOVEMBER 2007

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:

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IMPORTANT!

You must answer all questions

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

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

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

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

NOVEMBER 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

November 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

1.

5.

8.

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ACROSS Move forward on hands and knees.

Torque-_______.Torque measuring instrument.

Type of entertainment equipment commonly used in vehicles.

Utilize.

Sense of self.

Timing ________,related to point before top-dead-center that spark will ignite fuel.

Also known as a streetcar.

Quiet corner.

Writing implement.

“Laugh out loud”acronym used in text messaging.

Border.

Small particle.

Sleep stage.

Type of vehicle.

Faulty component,removed from the vehicle,that must be returned for credit to the distributor of its replacement.

Watkins ______,once the home of the United States Grand Prix (1961-1980).

What cabinets are for.

Kept in the glove compartment to prevent drivers from getting lost.

The “A”in AWD. Buick nameplate.

Large SUV. Outdated refrigerant.

1.

2.

3.

4.

5.

6.

7.

11.

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16.

18.

24.

25.

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28.

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DOWN Calculate.

Motor ____.U.S.magazine for the auto repair industry. ____ Rover.

Concept.

Valve train camshaft operating both intake and exhaust valves (acronym).

Frozen water.

Type of sensor related to engine timing.

Units of electrical current.

Types include ‘cube,’‘cargo,’and ‘mini.’

Nothing.

Make bigger.

The “R”in RFI. Atmospheric layer.

What a cow says.

Motorist association.

Toyota nameplate.

Thermoplastic material used as fiber for some airbags.

Change direction.

Driver’s anger.

Volkswagen nameplate.

Bend-___,automotive lift manufacturer.

High card.

August 2007 Auto Puzzle

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Congratulations to Richard Petrowski of Rick’s Performance in Winnipeg,MB,winner of ChevronTexaco racewear for solving our August 2007 puzzle.

Win $100!

Name:

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

Workplace: Work address: Phone:

NOVEMBER 07

2

email:

Question of the Month: What made you get into this business 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

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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.

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continued from page 30 tire was winning.

When we gathered later around the Mustang, the battery draw was still over 400 milliamps. “Toon, I think we have a problem. Better start pulling fuses until we find the circuit causing the drain.” In the end, the factory stereo amplifier proved to be the source of the problem, and a few phone calls revealed that this was a common failing. Brian had the choice of sending the amp out to a stereo shop for repairs, or buying a new aftermarket system. For the time being, we unplugged the amplifier and sent him on his way.

The battery drain was solved, but Tooner’s tire leak wasn’t. “It’s gotta be that brat next door pullin’ a fast one on me,” he said as he bolted the tire back onto his truck.

“I can’t imagine why,” I said. “I’m sure you’re the epitome of the perfect neighbor, especially after you backed over his skateboard.”

“Hey, I told you… it wasn’t my fault. He left it in the driveway.”

“Yeah, but it was in his driveway, not yours.”

He glared at me. “Anyway, I know a way to fix him.” Opening the hood, he pointed to a homemade contraption taped to the rad support. “I used an old mercury switch out of a trunk lid, and stuck a relay between the horn and the battery. If somebody messes with my truck in a way that makes it sag on one side – like letting the air outta my tire – then the horn’ll come on full force.” He chuckled darkly. “That should scare some sense into that young punk!”

The next morning Tooner looked a little groggy when he arrived for work.

“Well, did your booby trap work?” I asked.

“Oh, it works just fine.” He carefully removed his greasy ball cap, revealing a large white bandage on the top of his head. “The only problem is I gotta remember to turn it off before I get in to start my truck.”

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.

NOVEMBER 2007

ADVERTISER INDEX Advertiser

Page

Website Address

Phone

ACDelco

31

www.acdelcocanada.com

1-800-26-DELCO

ASC Industries 2100 International Parkway North Canton, OH, 44720

13

www.asc-ind.com

1-330-899-0340

Automotive Aftermarket E-Learning Centre

24

aaec.ca

1-800-267-5497

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

28

www.texacohavoline42.com

1-800-465-2772

Dealer Service Systems 2581 3rd Concession, Adjala R.R.#1 Palgrave, ON LON 1PO

27

www.dealersvc.com

1-800-361-0525

8

www.federal-mogul.com

Contact local rep

26

www.hpaulin.com

1-800-268-4000

Fel-Pro Gaskets

H. Paulin & Co. Limited

KYB America LLC

11

Mopar

www.kyb.com

1-630-620-5555

2

www.mopar.ca

1-866-38-MOPAR

27

www.mistertransmission.com

1-800-373-8432

NAPA

7

www.napaonlinecanada.com

1-866-GET-NAPA

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

4

www.ngksparkplugs.ca

1-877-2-Sparky

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

18

www.otctools.com

Contact local agent

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

25

www.pennzoil.com

1-800-263-6200

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

32

www.bosch.com

1-800-618-4729

Rotary Lift

23

www.rotarylift.com

1-888-256-4195

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

20

www.wakefieldcanada.ca

1-888-CASTROL

16,17

www.federal-mogul.com

Contact local rep

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

Wagner Brakes

CANADIAN TECHNICIAN 29

The Car Side

By Rick Cogbill

A mysterious electrical draw, a slow leak… these are the kind of things that gradually wear a tech down.

Drain power

“Having any luck, Tooner?”

A string of choice words filled the air as Tooner wrestled the dripping truck tire out of the water tank. Obviously the leak he was looking for had not been found. I tiptoed away so he could curse in peace.

“Still nothing?” queried Basil.

I shook my head. “How can a tire be fine for three days and then go totally flat overnight? I think there’s prankster in Tooner’s neighborhood.”

Fifteen minutes later, Toon was on his hands and knees, peering through a huge magnifying glass at the soapy bubbles that now covered the tire. “I think I saw one move,” he muttered.

I threw up my hands. “Listen, Tooner, I feel for you; nobody likes to come out in the morning and find a flat tire on his truck. But we’ve got work to do. Brian’s been in the waiting room for half an hour!”

Grudgingly he got to his feet and gave the tire a vicious kick. “I’ll deal with you later!” Then he looked at me sheepishly.

“Sorry, Slim. Slow leaks are aggravating.”

“Then you should be able to sympathize with Brian. His battery goes dead every three days.”

We guided Brian’s 1995 Mustang into the shop. “I think I’m on to something!” he exclaimed as he climbed out of the car. “I bought this multimeter at the electronics store and measured the draw on my battery. There’s 12 volts leaking out, even when everything is turned off!”

“Three days, you say,” mused Tooner.

“Same as my truck tire.”

I glared at him. “I’m sure there’s no correlation. Now pay attention to Brian’s problem.”

30 CANADIAN TECHNICIAN

Tooner sighed and opened the hood.

“So… 12 volts, eh? How many amps?”

Brain gave him a blank look. “What’s an amp?”

Fortunately, Basil intervened before Tooner could put his sarcasm into gear.

“Brian, you had the meter hooked up correctly; you just used the wrong setting.

You have to measure amperage, not voltage.” Brian still didn’t understand, so Basil continued. “Most vehicles today will have what we call parasitic draw. That’s a tiny amount of power used to keep things active, like the memories in the vehicle computers.”

Brian frowned. “But won’t that drain the battery?”

“Oh, it’s a very small amount of power,” said Basil, “usually less than 200 milliamps. A good battery can handle that just fine.”

“The point is,” interrupted Tooner,

“whether it’s drawing 0.025 amps or 50 amps, it’s still going to read 12 volts. That’s why you can’t use the voltage setting to take a reading.” Tooner got out his own meter and rigged up the test leads between the positive cable and the battery post.

“See that? It’s only drawing…” Tooner rubbed his eyes and squinted hard at the readout. “Hmm. It’s pullin’ 429 milliamps.”

“But that’s too high, right?” said Brian.”

“Doesn’t that mean there’s a problem?”

“Hang on to yer shorts.” Tooner tapped on the multimeter and straightened up.

“Some modules can take up to half an hour to power down. Let’s see what it says after coffee break.”

We all headed for the staff room, except for our crusty technician. Tooner went back to his tire for another round of abuse, and from what we could hear, the

continued on page 37 NOVEMBER 2007

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