Canadian Technician October 2007

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

OCTOBER 2007

Heading for a

FINANCIAL

crisis?

ALSO:

• Blind technicians in Yorkton, Sask.

• The first report from our Ethics Panel • The basics of primary drive diagnostics

Greenwood crunches the latest business numbers www.canadiantechnician.ca

TROUBLE CODE:

NOW

P0171

What do you reach for next?

Most trouble codes refer to a specific circuit. Top techs know that codes don’t tell the whole story when it comes to components.

Don’t replace parts based on the code alone. Put Vantage PROTM to the test to verify that the component is actually at fault. So talk with your Snap-on® dealer today. He’ll tell you the whole story about why the best always test with the best - Vantage PROTM - from Snap-on®.

(800) 665-8665 Eastern Canada

(800) 263-8665 Western Canada

Snap-on® is a trademark of Snap-on Incorporated. © 2007 Snap-on Incorporated. All rights reserved.

OCTOBER 2007

VOL. 12 NO. 8

Departments Editorial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5 Letters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7 Reader Rides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7 From Our Forum . . . . . . . . . . . . . . . . . . . . . . . . . . .10 Out & About . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12 EyeSpy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14 Product Central . . . . . . . . . . . . . . . . . . . . . . . . . . . .31 Havoline Auto Puzzle . . . . . . . . . . . . . . . . . . . . . . .36 Ad Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37

14

Columnists

26

It’s Your Turn . . . . . . . . . . . . . . . . . . . . . . . . . . .17

By Guest Columnist Doug Lowther Management S.O.S. . . . . . . . . . . . . . . . . . . . .18

By Kelly Bennett The Greenwood Report . . . . . . . . . . . . . . . . .21

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

By Rick Cogbill

Features Ethics Panel: Total Disclosure . . . . . . .24

28

Is your customer’s car not worth fixing? Welcome to the first in a series of debates about the sticky situations we sometimes find ourselves in.

Profile: Working in the Dark . . . . . . . . .26 Repairing modern vehicles is a challenge at the best of times. Brothers Eric and Shane Statchuk face bigger challenges than most.

Tech Article: Primary School . . . . . . . . . .28 A 1999 Audi A4 with a serious misfire. Half hour to diagnose it. Can you do it? The clock’s ticking!

38

Editorial VOLUME 12

NUMBER 8

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, Cale Friess, 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.

“1936 Mercedes-Benz 540K Cabriolet A”

By Wayne Moore Phone: (905) 532-8770 www.canadiantechnician.ca/covers OCTOBER 2007

Door rate disparities It’s time we all understood the cost of doing business, and set our prices accordingly.

By Allan Janssen When I was in Regina recently, I took the opportunity to shop for a new MP3 player.

After all, everyone knows Regina is the best place in Canada to buy consumer electronics. I picked up an iPod which would have cost me double in Toronto.

And last year, when I was in Moncton, I loaded up on kitchen appliances. A toaster, a microwave oven, and a fridge. Even with the shipping it was way cheaper than what I would have spent anywhere else in Canada.

This spring, I’m planning a trip to Edmonton. That’s the place to buy custom-tailored suits. I’m thinking a pinstripe gabardine, or maybe a three-piece mohair. Why not? It’s dirt cheap there!

If you want to save money, you’ve just got to know where to shop.

All right. I’m making that up. That’s not how a market economy works. Prices don’t vary that much from city to city.

Sure, there are small regional fluctuations.

You might get a deal on lobsters in P.E.I. or Mennonite furniture in Waterloo. But prices are generally comparable wherever you go.

Except when it comes to automotive repair. Why, for example, is the average hourly labor rate in Atlantic Canada almost half of what it is almost everywhere else? (See Bob Greenwood’s biannual Independent Garage Survey, page 22.)

Sure, property taxes might be lower, wages are certainly lower, unemployment is higher, and maybe there are different consumer attitudes. But half? Toasters and iPods aren’t half price. If you can’t afford an iPod, you don’t get an iPod. That’s how it works.

I’m not entirely naive. I know that if shops charged what their services are truly worth, there would be a lot of dangerous cars on the road. And the shop owners,

desperate to get at least some business, rather than no business at all, start dropping their rates. But half?

Even if we agree that regional differences can be that big, how do we explain the substantially disparate door rates found within most communities in Canada. Tell me how that happens. Taxes are the same, the work pool is the same, the vehicles are the same, the access to training is the same… but you’ll have anything from $35 an hour (yes, you read that right) to $125 an hour.

In the same city!

Could we have a little standardization here, people? No wonder consumers are confused.

Now, look, I understand how capitalism works. And I appreciate healthy competition, even when it’s based on price.

But wouldn’t it be nice if we all got together to discuss a unified approach to charging for our work? At the very least, we should agree on the fixed costs we all face… the shop supplies, the training, the equipment updates, the environmental surcharges, the CPP, the E.I., the dental, the stat-holidays. If nothing else it would be an eye-opener for those shops that are setting the cheapest rate in town so they can “make it up in volume.” That’s a recipe for disaster, and its undermining our whole industry.

I’m not suggesting we get involved in price fixing or collusion. That’s illegal. But sometimes I think our industry could use a little more discussion about the true costs of doing business! It’s called education.

We should be doing what most businesses in the free world already do: calculating prices based on costs.

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

CANADIAN TECHNICIAN 5

Are you interested in increasing your sales of Chassis Parts improvinginyour marginsyour and sales profitability?

Are while you interested increasing of Chassis Then Supreme Chassis Parts from Mevotech are for you!

Parts while improving your margins and profitability?

Then Supreme Parts are fromdesigned Mevotech are for Supreme Chassis Chassis Parts to meet theyou! needs of the Chassis most discerning Supreme Parts areprofessional designed toshops. meet the Improve profitability, without sacrificing quality, needs of the most discerning professional shops. and let the Supreme Chassis Line turn Improve profitability, without sacrificing quality, to Blue! vision from Red and your let the Supreme Chassis Line turn your vision from Red to Blue!

www.mevotech.com 1-888-883-7075 ONLINE CATALOGUE : http://partsonline.mevotech.com www.mevotech.com 1-888-883-7075 ONLINE CATALOGUE : http://partsonline.mevotech.com

LARRY DICKISON

LETTERS Schools must be more open to trade-inclined students RE: “Class of 2007,” August 2007 The number of young people entering our trade is dwindling to near none. I believe part of the reason is that so few are ever exposed to working on cars anymore. And when they’re ready to make career decisions, teachers and parents ignore the trades, and exert enormous pressure to pursue “higher education.”

Two years ago, I attended my son’s career class, armed with information and stats about our trade. The students were quite interested. But the teacher and guidance councilor were unimpressed. I lost them as soon as I said, “University might not be for everyone.”

Doug Lloyd Peterborough, ON

Admission requirements are falling, not rising RE: “Class of 2007,” August 2007 As a recent graduate of Queen’s University, I believe the trades are not being embraced the way they should be in Canadian high schools. This is wrong, since trades serve a meaningful, productive purpose. But propping up the trades is not the only reason to steer kids away from university. Look closely and I think you’ll find that many young people lack the math and science skills required to compete in the future global economy, yet universities are still welcoming them to enroll. Consider the admission requirements for science and engineering pro-

grams 10 years ago compared to today.

Instead of requiring proficiency in Geometry and Discrete Mathematics, Calculus, and Data Management, many universities now require only two of those three courses. I believe many students will find themselves struggling to learn material they are nowhere near prepared for. Too many are heading into the academic stream – not necessarily because they’ve been told that ‘trades are bad’ but because the entrance to academic study was simply too easy. For myself, I know that my own educational pursuits have been rewarding and successful. But I’d like to point out that for the time being I am still working at my father’s automotive repair shop.

William Cooper Cooper’s Auto Services

Strong economies need both academics and trades RE: “Class of 2007,” August 2007 Your editorial about the Canadian educational system truly inspired me. Society not only views trades as a poor choice for students, but also affords them very little respect. The reality is that trades are just as important as university programs. A strong economy needs both. For example, in construction you need engineers to design a structure, and you need workers with practical skills and training to build it. Young people need to know there is a world of skilled trades that is just as important and rewarding as the white-collar world.

Scott Marks Canadian Automotive Institute Georgian College Barrie, ON

RIDES

Reader

Leamon Sayer, a technician at Rent-a-Bay, in Hamilton, ON, found this 1972 Plymouth Scamp in Toronto at a place that rents out cars for use in movies. It had 18,000 miles on it – 28,000 now.“A little bit of paint and some new tires, and it’s turned into a real nice ride,” he says.“I call it Grandpa’s Toy.” He drives it all over Ontario to car shows and events.

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

OCTOBER 2007

CANADIAN TECHNICIAN 7

Every Gasket

Counts.

ENGINE REPAIR

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.

Only Fel-Pro® provides the best technology across every gasket repair category and every gasket. - Addressing the sealing problems unique to the repair environment, with problem-solving solutions that underscore the dramatic technology advances Fel-Pro holds over other gasket brands.

By choosing Fel-Pro, you can be sure that every gasket represents the ideal engineering and chemistry for any application. It’s the tradition of application-driven excellence in every gasket and seal that helped make Fel-Pro The Brand Professionals Trust.™ And it explains why being Fel-Pro Only is so important in sealing repair.

100% Fel-Pro = 100% Sure EXHAUST SYSTEMS

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

From Our Forum

Recent postings on www.canadiantechnician.ca/forum

Tactics for training A New York Times article highlights the new challenges facing today’s technicians. Our forum member couldn’t agree more.

I stumbled across an interesting article today in the New York Times online. It talks about the level of expertise needed to fix today’s cars.

One thing that really jumped out at me, though, was the need for more training programs for aftermarket shops. Given how the manufacturers are ramping up training initiatives, don’t you think it’s time aftermarket associations stepped up and did the same? This may be even more important to the aftermarket than a “Right to Repair” solution.

Posted by Remencin / 06-12-2007 Our shop manager is a big believer in training. He never misses an opportunity to send the techs to courses being offered. The owner grumbles about cost but, as far as the manager is concerned, it’s money well spent. It’s too expensive to mess up a job because you’re ignorant. TPMS is a fine example.

Posted by MaritimeStorm / 06-12-2007 Great article. Thanks for the link. Technical trainers have their challenges in the aftermarket. Many classes are under-attended and tend to be discontinued. Also, trainers are expected to spend a great deal of time traveling, which is not so good for family life. And how do you design a training course that can be attended by a seasoned journeyman as well as a new apprentice? You’re right, though, that this issue may be as important as R2R. Posted by carfixr / 06-12-2007 That was good to read. I especially liked the last quote.

“Auto repair technicians don’t get enough respect for what they have to know, what they have to learn on an annual basis to remain current with rampant product 10 CANADIAN TECHNICIAN

technology, and what they have to invest in tools to be productive. You have to love it to want to stay in it.” It’s how I think everyone in this industry feels. The writing is on the wall for this trade. We have to get have more diagnostic training. The R2R fight is important but we need to know how to swing the hammer before we’re allowed to buy it.

Posted by ALLNUTS / 06-12-2007

To read the full New York Times article, go to: www.canadiantechnician.ca/links/nytimes

I love the fact that it’s from The New York Times. I will print it up and have copies available in the reception area for my clientele. I’ve been educating them about the challenges and changes in our profession, but it’s good for them to hear it from another source.

Posted by bigblockbob / 06-12-2007 The R2R fight actually plays a bigger roll than you might think. I have talked to a number of the top trainers in Canada and they all say it’s getting harder to get the information they need to teach the courses. I agree that we must keep up our training. I send the techs to every course I can. My training budget for two guys is between $8,000 and $12,000 a year. One of them was at a hybrid course recently. We haven’t seen

one yet, but at least now we have an idea of what not to touch.

Posted by msog / 06-12-2007 A lot of training courses are developed from nothing more than a preliminary copy of a service manual and a vehicle. There are plenty of gifted people in the aftermarket who could combine their skills as technicians with the information found in service manuals to write a great course. Perhaps the aftermarket needs to used “made by us” solutions like this and present them in a crossCanada training network with actual classrooms and dedicated instructors.

Posted by Remencin / 06-13-2007 I believe R2R and training are different problems, but they do overlap. As new info becomes more difficult to get, it will be harder to find good training. Truly a great article, thanks Rem. Posted by mvar03 / 06-13-2007 I can tell you that many of the courses were made without service manuals or vehicles. just ShopKey or Alldata. Training in Canada needs help.

We’re so desperate for training we’ll accept anything.

Posted by OhNotAgain / 06-13-2007

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.

OCTOBER 2007

7KH XOWLPDWH WRRO VWRUDJH VROXWLRQ IRU WKH VKRS·V JR WR SURIHVVLRQDO WHFK 1RWKLQJ FRPSDUHV WR WKH V 6HUHLV MXVW OLNH QRWKLQJ FRPSDUHV WR WKH ZRUN \RX GR

:KHQ \RX·UH JHWWLQJ PRUH ZRUN DQG DFTXLULQJ PRUH WRROV \RX QHHG PRUH WRRO VWRUDJH 7KH V 6HULHV FDQ JURZ ZLWK \RX DV \RX FRQWLQXH WR JURZ DV D SURIHVVLRQDO WHFK

352)(66,21$/ 7(&+1,&,$16 $7 (9(5< /(9(/ ,7·6 70( )25 $ 0$7&2 722/%2;

7KH V 6HULHV LV WKH SHUIHFW WRROER[ ZKHQ \RX UHDOL]H WKDW EHLQJ D SURIHVVLRQDO WHFKQLFQ LV \RXU FDUHHU

0DWFR·V QHZ V V DQG V 6HULHV WRROER[HV RIIHU \RX GLIIHUHQW RSWLRQV IRU ZKHUH \RX DUH LQ \RXU FDUHHU %XW WKH\·UH DOO EXLOW IRU 3URIHVVLRQDO 7HFKQLFLDQV OLNH \RX :KHWKHU \RX·UH MXVW VWDUWLQJ WR PDNH \RXU PDUN LQ WKH JDUDJH RXWJURZLQJ \RXU FXUUHQW ZRUNVWDWLRQ EHFDXVH \RX·UH JHWWLQJ WKH EHWWHU MREV RU HDUQHG \RXU VWDWXV RYHU WKH \HDUV DV WKH ´JR WRµ JX\ RQ WKH VKRS ÁRRU « \RXU 0DWFR 'LVWULEXWRU ZLOO KHOS \RX ÀQG WKH WRRO VWRUDJH VROXWLRQ WKDW ÀWV \RXU GDLO\ ZRUN ÁRZ ÀQDQFLDO SLFWXUH DQG \RXU FDUHHU JRDOV DV D SURIHVVLRQDO WHFKQLFLDQ 6R ZKHQ LW·V \RXU WLPH IRU D QHZ ER[ «PDNH LW D 0DWFR $VN \RXU 'LVWULEXWRU IRU RXU QHZ WRROER[ FDWDORJ RU FDOO 0DWFR DW

Out

&About

Connecting the dots Incoming AIA president Marc Brazeau brings an optimistic view and ambitious vision to the job.

T

he board of directors of the Automotive Industries Association (AIA) of Canada has appointed Marc Brazeau to lead the association as president, starting in 2008. He replaces outgoing president Ray Datt who will step down from the position at the end of the year.

Brazeau, who will be the fourth president in the AIA’s 65-year history, has been with the association for 12 years, working in various capacities, most recently as executive vice president. He sat down with Canadian Technician to discuss his view of the industry, and his vision for its future.

What do you see as the main concern of WDs and jobbers?

The industry is in a state of growth. It’s not double-digit growth, but it’s growing because you do have more vehicles on the road,and you have higher average repair invoices. More focus on preventive maintenance opportunities will help drive more growth to the aftermarket.That’s why AIA and its members are investing heavily in the Be Car Care Aware program.

Are you optimistic about the independent service shop’s ability to survive as the industry evolves?

What about service providers?

I’m surprised you’re not mentioning

Right To Repair.

Right To Repair is a situation that is critical, but it’s one that we’re confident will be solved. And when it is solved, then those two issues become the most critical. I’m actually looking beyond Right to Repair.

How do you respond to the suggestion that AIA’s efforts on Right To Repair has been done more in the interest of parts suppliers than 12 CANADIAN TECHNICIAN

I think that relationship is changing.I think automotive service providers are becoming more engaged in the industry.

Certainly, they’re becoming more involved in our activities and events. Right To Repair is just one example. I see that relationship only getting stronger and stronger.

How would you describe the state of the industry right now?

Probably the number one issue facing WDs is succession planning.You’ve got a number of WDs out there with shareholders or jobbers that aren’t getting any younger. And, unfortunately, our industry is competing with a lot of other industries for a shrinking qualified workforce to take over for these jobbers. These are viable businesses and the future looks promising, but you have to have people to sell it to.

Having said that, I’ve noticed in the past several years a movement within AIA of more young people getting involved in our industry. Look at the success of the Young Executive Society – that’s a very positive sign of things to come when it comes to future leadership in our industry.

There are two issues facing service providers.One is attracting qualified young technicians, and the other is providing the necessary training to ensure that these technicians are able to fix the cars of tomorrow and that shop owners are able to operate their business in a profitable and customerdriven fashion.

Have you seen the relationship between jobbers and service providers improve over the years?

Marc Brazeau

service providers?

Quite frankly, that’s not a valid argument. AIA represents a number of automotive service providers through its retailers council.We’re talking large retailers with multiple outlets—and those members are part of AIA. They’re at the table. Also, the WDs that have banner programs have been members for decades.They’ve been acting in AIA on behalf of their service provider banner programs. And in recent years we have expanded our reach through our service provider association council. They now have a direct voice in AIA policy, direction, and activities. And that voice is being heard loud and clear.

The future will certainly be harsh for some.I think that those service providers that are not prepared to invest in their businesses, invest in their people, and invest in equipment will find it very difficult to compete in the future.But there’s a real opportunity for professionally managed shops to be successful and profitable going forward.

Do you hold any special goal for yourself in your new role?

If there is one hope or vision that I’d like to bring to this position, it’s in the knowledge that we’re a major contributor to Canada’s economy.We create a lot of jobs,and I think that, as an industry, we should not be shy to promote ourselves as a viable career option for young people. We should be proud that there are a lot of people in our industry who bring passion,commitment,and expertise to what they do. To me it’s all about the people, the pride and the plan for moving forward. And I just want to connect the dots between them.

OCTOBER 2007

BULLE T IN:

2 7034

Chassis Problems & Solutions All makes and models www.moogproblemsolver.com

PROBLEM:

SOLUTION:

You need the latest chassis repair solutions

moogproblemsolver.com

You’re on the front lines every day, facing tough chassis problems. Where can you find solutions for those difficult situations? Where can you share your own solutions to problems you’ve overcome in the past?

This website is your direct link to the MOOG® engineers who design our problemsolving chassis parts. Not only can you access our complete list of helpful Problem Solver bulletins, you can submit your own! Tell us how you solved a troublesome chassis repair problem and your idea could be featured on our site.

Or just tell us about the problem and we’ll work on designing a solution.

pro g o o m

©2007 Federal-Mogul Corporation. All rights reserved.

b

r.com e v l o lems

Supplier News AAEC business courses will now earn AMI credit The Bedford, TX-based Automotive Management Institute has announced that it will recognize Automotive Aftermarket E-Learning Centre (AAEC) online courses for credit. Students participating in the 40-hour course and passing online quizzes at the end of each module will earn 80 credits toward the institute’s Accredited Automotive Manager designation. AAEC was developed by management consultant Bob Greenwood as an online resource for shop owners and managers. The Automotive Management Institute’s Accredited Automotive Manager designation is the first business management accreditation exclusively for the automotive service professional.

Moog unveils new web resource for technicians Federal-Mogul Corporation’s MOOG chassis parts brand has launched a highly interactive new MOOG web resource, at www.moogproblemsolver.com. The site celebrates and supports the work of professional technicians who help restore steering and suspension performance in modern vehicles. Content includes research tools, product information, and other features for automotive parts distribution professionals who help technicians solve tough undercar service problems.

CTC announces changes to its auto parts strategy CTC is anticipating $15 to $20 million of incremental annual pre-tax earnings for Canadian Tire Retail stores in 2008 after inking a new deal with its franchisees. And a new automotive initiative is expected to bring in an additional $10 to $15 million in pre-tax earnings in 2010. Financial adjustments in the dealer’s contract include cost-sharing arrangements on marketing expenses, shared savings from store-based energy initiatives, and participation by Canadian Tire in the growth of dealer profits. The new automotive initiative will enable Canadian Tire Retail and PartSource stores to grow their automotive hard parts business with retail and delivery enhancements, and more than double the assortment of SKUs from 35,000 to about 75,000.

ArvinMeritor to close its Toronto operation Troy, MI-based ArvinMeritor will close its Toronto OE shock absorber operation, as well as a packaging and distribution centre in Chickasha, OK, as it consolidates its three North American ride control facilities into one. The company has announced that the lions share of its shock absorber production will move from Toronto to Queretaro, Mexico, by June 2008. The facility will could close by June 2009. The Chickasha site will move its packaging and distribution business to a U.S.-based third-party logistics company by April 2008.

14 CANADIAN TECHNICIAN

OUT & ABOUT

Barrie shops put R2R under the spotlight

M

embers of the Barrie and Area Automotive Repair Association (BAARA) were urged to step up their fight for access to OE service information by signing an online petition and contacting their local member of parliament.

Scott Smith, manager of government affairs for the Automotive Industries Association (AIA) of Canada, was one of the guest speakers at a BAARA networking evening last month. He told the crowd, representing more than 100 shops, that an online petition is available to be signed at www.righttorepair.ca. Furthermore, the petition can be printed up and posted in customer waiting areas.

There is also a facility on the web site to send a personal e-mail to individual members of parliaments.

“Insist on being heard,” Smith said.

“Your future is at stake.”

In an hour-long presentation, he documented the history of the right-to-repair issue, and the steps taken to resolve it.

Though the industry has come a long way in recent months, he said, the most important hurdle has yet to be cleared. There is still no voluntary agreement or legislated

solution in place to resolve the issue.

“The dealerships know that when the warranty period on their new vehicle is up, most customers stop going back to the dealership. They defect. They bolt,” he said. “That is why protecting service information is so important to the dealerships—and why the Right To Repair campaign should be important to you.”

The information session was the latest in an impressive series of meetings organized by BAARA in recent months. A ‘special evening with Bob Greenwood’ earlier in the year raised more than $5500 for the Right to Repair campaign.

Steve Schwartz, owner of Desboro Garage in Desboro, ON, said the evening was worth the drive for him because access to service information is getting increasingly critical.

“These information sessions are really important to get everybody up to speed,” he said.

“Some shops don’t think this is a problem, but there are few of them all the time.

We had a car in this week that we had to send to the dealership because we couldn’t get the reflash. This problem is only going to get worse.”

Chris Hemke,assistant manager at Ryanco Automotive in Calgary,sent in this shot of a Ford E450 21 passenger shuttle bus steering tire that was driven to the shop.“I was worried about driving it into a bay!”The work order was for a general inspection after a long-term rental.No mention of tire problems.“I don’t think it would have lasted 10 minutes on the highway,” says Chris.“We did about $3,000 worth of other work to it,including replacing half the suspension.”

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 OCTOBER 2007

When you can’t afford to make a mistake TM

Just like Juan Pablo Montoya , the Motor Oil you choose for your customers is critical to the performance of their engines.

Juan Pablo knows that for over 100 years Havoline Motor Oil has stood for longevity and performance, that’s why he chooses Havoline.

So whether your customers are running on the street, or on the track – make sure they’re running on Havoline.

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

© 2007 Chevron Lubricants Canada Inc. All rights reserved. Havoline and the Texaco Star logo are trademarks of Chevron Intellectual Property LLC. © 2007 Chip Ganassi Racing with Felix Sabates. All rights reserved. The stylized #42 is a trademark of Chip Ganassi Racing with Felix Sabates

It’s Your Turn

Back on track When the stress of the job caught up to me, I nearly derailed… but I got through it with a little help from my friends.

By Doug Lowther

About four

months ago, I had a bit of a melt-down at work.

I’m not proud of it, and it’s quite difficult to write about because it forces me to let my guard down a little more than I’d like.

You see, I tend to think of myself as a tough guy who doesn’t often show his feelings or emotions. I like to portray myself as a person who knows what’s best for him and his business. I would listen to input, but more often than not, I believed my own ideas were better.

Earlier this summer, however, I got to the point where I was forced to admit that maybe I wasn’t as strong or as tough or as smart as I thought I was. I was at the end of my rope, and, in a fit of frustration, I was ready to abandon the business I’d been growing for five years, and start from scratch in a new industry – any industry other than automotive repair and service.

I even wrote an ad to sell my shop.

Essentially it said, “Take the keys, I’m out of here!”

Thankfully, with some help from people who believed in me, I got through that dark patch in my career. I’m back on track and feeling optimistic about the industry again.

But I’d like to walk you through the chain of events that led to my derailment, because I think it’s instructive.

As is so often the case, it started with financial concerns. In this society, we tend to measure the success of a business by how much it brings in. When the money is rolling in, you feel great. If the money is just OK, you feel just OK. When the amount of effort you’re putting out far outweighs the compensation, you start to OCTOBER 2007

ask yourself some tough questions, like “Why am I doing this?” and “Where will I be in five or 10 years?”

All too quickly, your attitude turns bitter… and that starts to affect just about everything in your day-to-day life. The stress level becomes unbearable. You can’t seem to get ahead. Things keep

al long weekend was just not enough time to recharge my batteries, and I was burning out.

2)

I needed better time-management skills and more business training to recognize pitfalls before they bit me in the behind again. To that end, I contacted management consultant Bob Greenwood and asked him to put on a workshop for local shops.

We got a handful of owners together and worked the numbers for a couple of days, compared notes, and got pumped up. It was a great shot in the arm.

3)

I needed to rely more on one of the greatest tools we have in this industry: our colleagues. Most technicians and shop owners won’t kick you when you’re down. They’ll offer to help. They’ll lend a sympathetic ear.

They’ll offer advice. The input I received from some really great people – especially fellow members of the Canadian Technician Forum – got me to the point where I could make a clear-headed decision about my business and the profession that I love.

I even wrote an ad to sell my shop.

Essentially it said, “Take the keys, I’m out of here!” going wrong. And everything hits you full force on the chin. This is when you have the choice to either bail or regroup.

I’ll admit, I wanted to bail. But thankfully I was able to vent my frustrations to some members of Canadian Technician Forum, and trade “war stories” with other shop owners. They made me think about why I chose this profession, how I’d built my business, and why it wasn’t as rewarding as it should be.

In the end, I came to three important conclusions.

1)

I needed to take a break. I had to start to take care of myself – physically and mentally. I’d been at the daily grind for almost four-and-a-half years without a vacation. I’d been afraid to leave the business, thinking I couldn’t afford the time off, or that I’d lose customers. I figured I’d wait until it slowed down and then I’d take some time off. But the occasion-

I am now back on track, improving my business, and taking better care of my health.

As it turns out, my little melt-down was about the best thing that could have happened to me!

Doug Lowther is the owner of Doug’s Mountainview Auto Service in Penticton B.C. CANADIAN TECHNICIAN 17

MANAGEMENT

S.O.S. Stop dividing your

LOYALTY

Dear Erol: Hey, look, I’m not going to defend bad vendors. But have you considered that maybe the problem is at your end, not theirs?

Could it be that you’re not giving your vendors enough incentive to be more involved in your business?

I’ve learned quite a few things about jobbers since I opened my doors. I used to have a hard time saying no when sales people came to my shop. When I was young (and still on a bit of ego trip about owning my own business), I tossed them all a 18 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.

Fewer vendors translates to better relationships… and a bigger hammer when you need it.

bone, giving them a few sales for their time and trouble.

I quickly realized, however, that the more vendors I had, the more cheques I had to write at the end of the month – most of them for miniscule amounts. It was time consuming and tedious. What’s more, I was spending a lot of time on the phone, calling each store to find the best price for almost every part. I thought I owed it to my customers to find the cheapest part. Ironically, all of that extra work was actually costing me money because I was marking up all

my parts the same. Every time I sourced a cheaper part, I ended up with less profit.

The customer benefited at my expense.

Even though I had a list of suppliers as long as my arm, I was rarely satisfied with their service, and I fired a few of them… and was fired by some as well. It was an adversarial system that left me feeling frustrated.

When I joined my management group, one of the first things I noticed was that most members would talk about the great relationships they had with their OCTOBER 2007

Larry Dickison

vendor. Yes, that’s right: vendor.

Singular. I was amazed at how many shop owners preferred to have only one main supplier. These jobbers actually took an interest in their customers’ businesses. They paid attention to how things were run, and offered to help take the shop to the next level.

It occurred to me that vendors have a tremendous advantage that owners don’t have. They get to see lots of different repair shops every week. I was intrigued.

Remember when I told you I try to take a professional development day every month? Well, one month I arranged with our main supplier to go to another city and spend the entire day on a parts truck. I really got to see the big picture, visiting dozens of shops in a single day. They were quick visits, just in and out, really, but that’s all I needed. I saw the best and worst of our industry. I saw totally organized shops, and chaotic shops. I saw shops with great systems, and shops that flew by the seat of their pants. It was a real education!

And knowing that my jobber dealt with all kinds of shops, I figured they probably had a lot to offer me. I resolved that day to learn from my vendors… and learn I did!

A few years ago, I read the book Customers for Life, by Carl Sewell. While I find some of his customer service ideas to be way over the top, I like the idea of creating truly loyal customers. I realized that I needed to be the kind of customer that a vendor would want to have for life. Since OCTOBER 2007

then, I’ve developed a great relationship with a select vendor who offers the best in quality products, efficient service, and quick delivery. My loyalty to him has paid big dividends. I have become a great customer, and he treats us well. He listens better when I have a problem and he clearly wants to fix even small problems as quickly as possible. I call it having a bigger hammer.

When I was spreading my business among a dozen suppliers, I was a difficult customer. I was demanding, and I had very little patience. But it was actually quite unreasonable to expect the best from them, given how little loyalty I gave them in return. I had a very small hammer.

Now my main supplier is like a business partner. His people put on training for me and my staff. And they don’t just sit in the back of the room and wait for coffee breaks to make small talk with us.

They take part in the training, right beside us, asking questions, and taking part in the team exercises. I love it when he shows that he wants to learn more about my business so he can help implement the changes, and see the business evolve. He asks to see my action plan. He holds me accountable to the things I committed to in the training. His interest actually inspires me!

He even has a library of business and leadership books that he encourages me to use. In fact, that’s where I found the book Customers for Life. Each month he

sends out a list of the new books in his library. When I order a part, I let him know which one I want to borrow. When I’m done it goes back with our cores.

How cool is that?

Later this month, my main supplier is taking his best customers to AAPEX, SEMA, and CARS in Las Vegas. We’re going to have a blast!

The bottom line is that you have a much bigger hammer when you’re loyal to one supplier. The service almost always gets much better. And writing the cheques at the end of the month no longer takes me hours.

If you reduce the number of suppliers delivering to that fancy new building of yours, you’ll probably have more time to enjoy it! I’m glad you liked the cake.

Thanks for the pictures. Your business looks much more professional now. It’s got such great lighting. I especially love your new sign and the country theme. I know I already told you, but it’s the best looking building on the street.

You’re just the latest shop owner to invest in the image of our industry. We’ve certainly come a long way from the dirty, old, broken-down garage image of the past.

Well, listen Erol, it’s Dustin’s birthday. I bought him an electric guitar – which wasn’t so easy considering I know nothing about musical instruments! I went to a store that had a great reputation. The salesperson spent lots of extra time with me, educating me about guitars and amps and capos and all the rest of it. I listened, got educated, and, on her advice, I bought the whole package. She even gave me a little gift with my purchase – a package of ear plugs. Great vendors are a huge blessing!

Remember, 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 19

OUR GREATEST ASSET Being successful is as much about the people we employ as it is about the products we sell.

The knowledgeable and courteous professionals at your neighborhood CARQUEST Auto Parts store are there to serve you better than anyone else and help you to grow your business.

We e deliverr whatt ourr customerss need:: qualityy parts,, competitive e prices,, knowledgeable e people.

CARQUEST.ca

Door rates and use of aftermarket parts is up, but the crucial numbers – like total sales and gross profit percentage – are down.

By Bob Greenwood

One step forward...

T

TWO STEPS BACK?

he latest Canadian Independent Automotive Shop Survey reveals that garages across the country are continuing to lose financial ground.

Not only are total sales dropping (down 10.6% from 12 months ago) but average total shop gross profit percentage has declined a full 1.7%.

What gives? Well, three main factors seem to be at work here.

1. Shop owners are not realigning their businesses from the ‘mechanical breakdown’ model to the ‘preventive maintenance’ model.

2. Vehicle quality has improved so much that fewer visits to the shop are required.

3. Low-cost parts from the Pacific Rim OCTOBER 2007

mean smaller profits for shops that cling stubbornly to old mark-up percentage habits, rather than gross profit dollar management.

Too many shop owners seem to be paying attention to top-line activity… and ignoring the more important bottom-line which determines the dollars available to operate the business.

The number of hoists and technicians in an average Canadian shop remain the same: 3.9 and 3.1 respectively. But average technician labor productivity has taken a hit, slipping 9.2% from a year ago. The way the numbers read, it appears the work was performed, but the time was not captured properly and billed to the consumer.

The average hours billed per invoice

increased to a national average of 1.89 in 2007, up from 1.71 in 2006. But looking at OE recommendations for vehicle service, that number should be close to 2.5 hours per invoice. The problem seems to be a relaxed approach to vehicle inspections.

Given that consumers are coming into the shop fewer times per year, thorough inspections are more important than ever.

The ray of good news for independents is that labor rates are improving. The average maintenance rate in Canada moved up 8.4% to $81.02 and the average diagnostic rate increased 11.9% to $102.79. These percentage increases are before any inflation is factored in. Based on the technician wages, the average maintenance rate should be $96.43 and the average diagnostic rate should be CANADIAN TECHNICIAN 21

THE GREENWOOD REPORT

$128.93. The door rate should reflect the shop’s competency and the value levels they provide to the consumer. It is impossible for a shop to be the very best in the marketplace and be the cheapest. Low rate shops can not afford competent staff and their door rate is truly reflecting the depth of their knowledge base. We’re not there yet, but at least we’re moving in the right direction.

It’s also nice to see that the use of aftermarket parts is increasing. The ratio of aftermarket parts to dealer parts is now 75.6:24.4 nationally, compared to 73.8:26.2 in 2006. Shops appear to be rewarding their aftermarket suppliers with greater loyalty, as part manufacturers improve the fit, form and function of the products they sell.

Here’s how the annual shop survey breaks down by region:

Eastern Ontario Gross profit percentages on all commodities have improved nicely, however, total shop gross profit has slipped to 61.0% in 2007, from 64.6% in 2006. This is reflected in the drop in billed labor to $11,476 per technician, from $11,985. Average billed hours per invoice also dropped to 1.56 from 2.2. This region must refocus on front counter processes, full vehicle inspection processes, capturing the shop

GET INVOLVED! Think these numbers are helpful to your business? Wait until you see the full report!

All the shop owners who completed the Canadian Independent Automotive Shop Survey received the complete report, with valuable data to analyze and use as a benchmark.

And you can get in on the deal. Simply log on to www.ekw.ca and click on the Shop Survey icon to register your business for the next survey

time properly, and invoicing the work fully. Based on what the average technician is being paid in this region, the average maintenance rate should be $96.18 with a diagnostic rate of $126.26.

Central Ontario As in Eastern Ontario, commodity gross profit percentage management improved while labor productivity dropped. It appears this region has a “hit and miss” inspection process. Independent shops here also continue to play the price game—seeking out the cheapest parts purchases, and discounting their labor to attract price-conscience customers.

Based on what technicians are being paid in this region, the average maintenance rate should be $107.68 with a diagnostic rate of $143.43. Jobber loyalty dropped to

72.3% in 2007 (from 79.8% in 2006) which suggests that price-shopping is taking up too much time in the front of the shop.

Labor productivity is down 25.5% and the average shop’s bank debt not including mortgages soared 75.4% in one year. This region must re-learn their business and implement disciplined business management processes.

Southern Ontario This region has the appearance of working hard on improving its business processes, however the results are not what many think they are. Shop debt in this region is up 95.3% over June 2006 and management wages have dropped 10.6%.

Technician productivity has not increased significantly within the past year, but retaining competent technicians has

Canadian Independent Automotive Shop Survey • June 2007 Parts GP% (Aftermarket)

Parts GP% (Dealer)

Total Bay GP%

Average Hoists per shop

Oil GP%

Tires GP%

Batteries GP%

Eastern Ontario

58.3

27.3

31.7

44.3

25.0

61.0

5.1

Central Ontario

48.1

27.9

31.3

45.8

27.5

58.8

4.7

Southern Ontario

47.3

25.1

33.8

41.2

33.0

57.7

3.7

Ontario Average

48.3

25.9

32.9

43.6

29.9

59.2

3.8

British Columbia

30.9

23.8

32.8

53.2

28.3

64.1

3.1

Alberta

42.0

26.6

35.7

50.9

38.0

62.9

4.3

Western Canada

37.6

25.0

33.2

52.1

33.6

63.5

4.0

Atlantic Canada

35.0

27.5

28.8

47.0

30.5

52.1

3.1

Quebec

55.0

20.0

25.0

47.5

25.0

52.5

3.8

45.20

25.50

31.30

47.10

29.60

58.40

CANADIAN AVERAGE 22 CANADIAN TECHNICIAN

3.97

OCTOBER 2007

A M

become an issue as the average technician in this region has not realized a significant pay increase over 2006. Many jobbers in this region are marketing on price, talking price, and teaching shops that parts pricing will save their business.

Nothing could be further from the truth.

Yes jobber loyalty is up but many jobbers are not paid in full each month. As their receivables climb, jobbers end up financing their customersâ&#x20AC;&#x2122; businesses.

Ultimately the strategy will come back and bite them, and may actually take a few jobbers down.

Atlantic Canada This region continues to have the poorest numbers in the country. Shop owners and technicians work very hard here, but they have never enjoyed the financial rewards for their efforts. Shop owners have bought themselves a job, and not a particularly good job at that. This part of Canada is totally focused on price, with the lowest wage rates for technicians, the lowest door rates in the country, the lowest management salaries, and the lowest shop gross profit percentage return.

Average operating bank debt has doubled in one year. Productivity is down 12.3%.

Total shop gross profit percentage is down 7.9% over 2006. Jobber loyalty is down 6.6%. Profit seems to be a negative

word. And until this attitude changes, the region will continue to suffer.

British Columbia The economy in the west is booming, and the survey shows that shops are just starting to take advantage of it â&#x20AC;&#x201C; all be it very slowly. Technician productivity numbers are averaging 58.5% which is up from 50% a year ago. The owner is moving out of the bays to work up front to secure repeat business. The average owner now spends only 17% of his time in the bays, down from 25%. This is a positive trend. Total bay gross profit percentage is averaging 64.1% compared to 57.9% in 2006. The downside is that debt load of the average shop is climbing and it is imperative that management control this. The average shop in Western Canada currently runs with $29,500 in operating debt. In 2006 that figure was $25,000.

Alberta These numbers should be the best in the country, given the provincial economy. But total shop gross profit percentage is at 62.9% (when it should be 70%) and technician labor productivity is averaging 63.2% (when it should be a minimum of 75%).

Based on what a maintenance technician is being paid per hour the average maintenance door rate should be $119.99. The

average is $94.71. Diagnostic should average $164.40 but it comes in at $125.00. The big challenge for shops is to secure competent labor. Supply and demand has driven wage costs way up. Management must take control and pass costs on properly.

These are challenging times for the aftermarket side of our industry. All levels must work together to ensure the right business knowledge is in place and proper strategies are executed. Everyone in our industry must become focused on making their operations more profitable by working more closely with suppliers and customers.

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).

Heâ&#x20AC;&#x2122;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.

Hourly Labor Rate (Mechanical)

Hourly Labor Rate (Diagnostic)

Parts Sales Aftermarket %

Dealer Parts Domestic %

Dealer Parts Import %

Average % parts purchased from main supplier

75.7%

$89.80

$118.32

76.1

14.2

9.8

78.0

21%

42.0%

$85.40

$102.30

65.2

18.1

11.7

72.3

$10,092

27%

75.5%

$78.61

$101.49

74.3

17.8

7.9

83.7

3.3

$8,795

22%

61.8%

$83.70

$104.07

71.1

17.1

9.8

72.4

$13,488

2.2

$8,088

40%

58.5%

$81.27

$104.36

79.8

12.5

7.7

69.2

$18,944

3.4

$10,175

31%

63.2%

$94.71

$125.00

78.0

15.2

6.8

72.8

$15,379

2.8

$18,755

36%

58.2%

$88.50

$111.70

79.0

13.7

7.3

70.8

$12,418

2.8

$4,764

38%

49.7%

$56.35

$65.31

80.0

9.0

11.0

56.0

NEDA *

3.3

NEDA *

43%

NEDA *

$14,874

310

$8,449

31%

Average Number of Full-Time Technicians

Average Monthly Labor $ Per Technician

Percentage of Time Owners spend working in bays

$16,060

3.6

$11,476

17%

$10,008

3.3

$6,101

$18,330

3.0

$16,345

Average Total Monthly Sales per hoist

OCTOBER 2007

Average Labor Productivity % per Technician

NEDA *

NEDA *

NEDA *

NEDA *

NEDA *

NEDA *

60.80% $81.02 $102.79

75.60

14.50

9.90

72.00

* not enough data available CANADIAN TECHNICIAN 23

A Question of

Ethics

Total disclosure

It’s all about integrity

Note it on the invoice

This is a competence-versus-integrity issue. Such a problem would never appear if we inspected vehicles properly as part of our normal shop procedures. In this case, the customer needs to be contacted and told about all the other issues – even if it costs us the tire sale. A longterm relationship is far more important than a short-term sale.

Jamie Holmes The Master Mechanic Inc. Toronto, ON

In this situation, work would be stopped and the customer be notified. After the situation was explained, we would ask if the customer would like us to proceed with the work. If the customer declined, we would require payment for the time we’d already put into the job, and we’d advise whether the vehicle should be driven or parked, depending on the condition of the tires. That would be noted on the invoice.

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

I would stop right there and inform the customer of my findings, give him the pros and cons, and let him make a judgment call. The reason he came to me in the first place is for reliable service. He knows I’m honest and, presumably, he values my opinions.

Doug Lowther Doug’s Mountainview Auto Service Penticton, BC 24 CANADIAN TECHNICIAN

Most definitely we would tell the customer. We serve in an advisory roll to the customer; it’s not our car, and it’s not our choice to make. Informing him of any pending repairs is not only in our best interest but in the interest of the customer. He may be toying with the idea of buying another car, but he hasn’t committed yet. He may decide to keep his car, in which case he should be fully aware of the upcoming maintenance and repair needs so he can plan and budget accordingly. If he keeps the car and gets hit with a major bill down the road, he may wonder why you never mentioned anything regarding the future repairs previously.

Chance Henderson Dean Cooley Motors Dauphin, MB

Be honest with him

While installing new tires, you notice signs of wear in the brakes, ball joints, and axle boots. It’s not serious enough to make the vehicle unsafe… yet.

Long-term, though, this work will need to be done.You know the customer is toying with the idea of getting a new car. If you tell him about this pending work, he might cancel the new tires and sell the car. Do you tell him?

Give pros and cons

It’s not our car

We would tell the customer about the pending work. If we lost the sale of the tires, we’d still be ahead because we gained (or maintained) the respect of the customer for being so honest with him.

With that relationship in place, there’s a good chance he’ll bring his new vehicle to us for regular maintenance.

Bill & Ted Stathis Status Automotive Toronto, ON

This is a safety issue My thought on this is simple; always inform the customer of the work that will be needed, both immediately and in the near future – especially anything that will be a safety issue. I would try to sell the work. If it cost me the sale of four tires, so be it. In the long term, it could help me keep a regular customer and bring me the maintenance work on his new vehicle.

Trevor Gracie Canadian Tire Dieppe, NB

• Weigh in on an upcoming Ethical Dilemma • A good customer asks you to disconnect the seat-belt warning bell. Do you do it?

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

OCTOBER 2007

VALVOLINE’s HISTORY HAS A PROVEN TRACK RECORD

Motor Oil? We invented it in 1866.

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

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

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

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

Working in the

DARK

Blind brothers in Yorkton, Sask., ignore limitations and exceed expectations as technicians in busy truck shops.

By Allan Janssen

Eric Statchuk works on a Volvo engine at Truck Proz.

T

hink you could rebuild a transmission while blindfolded? How about overhaul an engine in complete darkness?

For Eric Statchuk, that’s just another day in the shop.

The 22-year-old truck technician in Yorkton, SK, was born blind. He gets by with a finely tuned sense of hearing and touch—and by all accounts, he’s one heck of a technician, a top producer with almost no comebacks.

“He’s one of my best guys,” says Dave Fyck, a co-owner (with his brother Dean) of Truck Proz, a busy shop in the north26 CANADIAN TECHNICIAN

east end of town. “He can diagnose things better than most. If I could have two or three more guys like him, I’d be thrilled.”

Eric started wrenching three years ago, and has shown a remarkable aptitude for the job, no matter what the assignment.

“I’m up for anything,” he says. “It could be a clutch re-and-re, it could be a simple oil change and grease, water pump, suspension, shocks or springs, shackle pins… anything. One day I’ll be replacing the brakes on a truck, the next I’ll start a complete engine overhaul.”

He loves the variety of work. “Every day’s different,” he says.

That’s something he shares with his brother, Shane, who was also born blind, and also works as a truck technician at the provincial department of highways, across town. Asked what he works on, Shane smiles and says, “You name it!” The bulk of his days are filled with everything from maintenance work to safety inspections, with repairs peppered in as needed.

“I enjoy the work,” says the 20-year-old Shane. “I guess it’s the only thing I ever really wanted to do.”

The brothers first showed their fascination with mechanics on the family farms they visited as kids. In their early OCTOBER 2007

teens, they worked on half-tons and old cars. When it came time to make career decisions, they enrolled in a ‘tri-trades program’ where they learned the basics of agriculture, truck & bus, and heavy duty maintenance work.

“I was just looking for a job really,” says Eric. “I was originally going to go into ag, but I started in a truck shop, and just stayed in it.”

At the time, Dave worked as foreman at another shop. He supervised Eric during one of his co-op placements, and went to bat for him to be hired full-time.

“On his first day a truck came in with a ‘clunk’ and we told Eric to pull the diff plugs and check for pieces. He said there were no pieces there, so I was about to call the customer, but before I did, Eric called out, ‘I found the problem! It’s a Ujoint.’ Well, the rest is history.”

Dave eventually left that place to start Truck Proz, a full-service truck garage, with his brother Dean. Eric opted to move over with him.

Watching him work, it’s hard to believe that Eric is blind to everything but the greatest contrast between light and dark. (“If the bay door is open, he can tell there’s more light at that end of the shop, but that’s about it,” says Dave.) He’s completely confident both under the hood and under the trailer, and some people don’t even know he’s blind until they’re told.

He has his limitations, of course.

“I don’t do a lot of electronics,” says Eric. “If it’s a simple wiring job, or changing out a plug with six wires, I’ll do that.

Or wiring up a light, that’s pretty easy. I might have to ask someone the colors of the wires, and then I bend them in a different way so I know which is which. But I’m not the wiring guy in the shop.”

Dave says Eric is being modest. “He manages electrical work by holding his test light right against his eye to see if it lights up. Or he’ll feel if the bulb’s hot.

He’ll work through it.”

Faced with skepticism from employers and fellow technicians early on, Eric puts extra effort into every job.

“He’ll do anything,” says Dave. “He just rebuilt an old transmission, there are only about five of these particular transmissions in Canada and we couldn’t get parts for it, so he completely rebuilt it himself.

OCTOBER 2007

Stripped it all down, cleaned it up, put new gears in it. I wouldn’t even have tackled a job like that. But he’s fearless.

Eric recalls another milestone in his career.

“My first engine overhaul was pretty amazing,” he says. “That’s an expensive job because it takes you three or four days straight, at nine and a half hours at a go, and there are a lot of details to keep in mind. My first one, I thought, this thing is either going to run or it’s going to blow apart! And it ran. That was pretty awesome. Very rewarding.”

Are customers nervous about having a blind man working on their truck?

Shane Statchuk works at SGI Department of Highways.

“Some of them, sure. The ones who know me, no,” says Eric. “At the beginning, if a customer looked at Dave funny about me working on their truck, Dave would tell him, ‘Eric’s working on it, and if you don’t like it, you can take your truck somewhere else.’ That was three years ago, and I’ve built up a decent reputation since then.”

Fellow technicians have also had to warm up to the idea of working with someone who is blind.

“Along the way, some guys have said I shouldn’t be doing this, I can’t do it because I can’t see. Some technicians have been rude about it, but I don’t care.

Whatever,” he says. “More often, guys will stand there and watch me work, and I hear them saying, ‘That’s amazing! How can he do that!’”

Shane has also had to quiet his critics.

He had to prove himself, and now has the

respect of his co-workers.

“We’ve got a good crew here. They know what I can do. And if anybody says I can’t do something, I just show them I can,” he laughs.

The work isn’t without its dangers, but both say that’s just part of the challenge.

“I’ve hit my heads on lots of things, but not enough for stitches or anything,” says Eric. “I’ve cut my hands lots, but that’s normal. A guy gets careless and the wrench slips, and you smash your knuckles.”

“Yeah, he’s stepped in the odd oil bucket, or grease bucket. Or banged his head on a mirror,” agrees Dave. “We all do that, though. Especially those trucks with the mirror on the hood; you open the hood and walk around, forgetting about the mirror and crack your melon on it. He’s no different from the rest of us that way.

We just try to keep things a little neater for him.”

Dave says Eric has learned to do every job thoroughly. That means that not only is the work done and all complaints addressed, but it is neat and clean, too.

“I do the best job I can because if another tech looks at my work, I want them to say I did a good job. I tie the wires up nice, and clean all the surfaces neat,” says Eric. “There are techs who can see who leave a great big mess behind them. It all boils down to how proud are you of your work. I take pride in my work.”

Eric has certainly come a long way since his first paying job, when he was nervous about being able to do the work, and sometimes got frustrated.

“I’d get upset and think, ‘Well, maybe this wasn’t such a good idea after all.’ But you talk to another tech, and you find out everyone feels that way once in a while,” he says. “Everybody screws up when they’re starting. The successful guys are the ones who learn from their mistakes and don’t keep screwing things up. Those are the guys who make it. And I guess I made it.”

CANADIAN TECHNICIAN 27

PRIMARY SCHOOL When a skeptical Audi owner gave me half an hour to find the cause of a bad misfire, efficient diagnostics was key.

By Cale Friess

T

he work order for a 1999 Audi A4 Quattro with a 1.8L turbo reads something like this: “Re-re spark plugs, customer to supply parts.”

Already I’m skeptical that this is going to be a normal job. Sure enough, it has a very bad miss. In addition, the malfunction indicator light (MIL) is flashing. This could mean only one thing: the dreaded type-A misfire which has catalyst-damaging consequences.

I walk to the front to find out why the customer wants the plugs changed. What does he know that I don’t know?

Well, it turns out he knew about the MIL and the rough running, but he didn’t mention it to the service writer because he didn’t want to waste any money on diagnosing them. He insisted that we simply install the plugs.

Fine. So I install new plugs and start it up. Guess what... it still misses.

Reluctantly the customer approves a half our of diagnostics.

Maybe now is the time to consider the basics of what diagnostic expert Tom Roberts of Autonerdz refers to as “primary drive.”

Does the vehicle have the ability to turn the coil off and on? How is this accomplished? We’ll have to look at triggering, power or switching transistors, and oscilloscope patterns, and determine the best way to test newer type ignition systems.

The Basics In simple terms, the ignition coil has to be turned on and off quickly and at the right time. Modern vehicles accomplish this act using transistors and electronic circuitry.

In Figure 1 you can see a scope capture of the three ingredients we require to 28 CANADIAN TECHNICIAN

Figure 1

make spark. First, looking at the primary voltage trace, we see that we have system voltage coming into the coil. Once it has been turned on, you can see the voltage drops to near zero. At this point, all the voltage has been used up across the load which is the coil primary windings. You’ll notice that the voltage rises up slightly above the zero line. This is called ground offset… and is normal.

When you think about the way you have your equipment hooked up, it’s no different than a multimeter measuring a volt drop on the ground side. On a scope, it displays this measurement graphically.

Looking at the primary current trace, we see that current starts at zero. When the coil is turned on, the current starts to rise. The primary current measurement is taken with an amp probe (sometimes known as an amp clamp) around the feed wire of the coil or coils.

The current ramp can tell us a lot about the health of the primary drive and coil itself. The two main things we want to see

is a decent current level and a clean turn off. Using this test, we can easily identify defective coils and switching transistors.

The switching (or power transistor) is the heart of the primary drive. Some technicians also call it a driver. This device’s key responsibility is the physical switching of the coil primary circuit.

In Figure 1, we achieve a current level of about seven amps before turn off occurs. The turn off action must be quick and clean. The quicker the primary field collapses, the more voltage is produced out of the secondary windings and, finally, more voltage to the plug itself.

… now applying it Theory makes you sound smart around the dinner table, but it’s completely useless unless you can apply it effectively.

Our half with the Audi is quickly elapsing.

We’re dealing with a 1.8L four cylinder engine with a coil on plug ignition (COP).

The first obvious thing to do is scan the vehicle. I pulled a P0302 for a misfire on cylinder two. With wiring diagram in OCTOBER 2007

hand, it’s time for my scope.

On vehicles with a COP style system, one of the quickest ways to gain a direction is to obtain a capture of coil current. This test is usually easy and non-intrusive. All one has to do is grab an amp probe and hang it around the main power wire that feeds the coils. Using this technique you can quickly see if you are missing any coil events. That’s the first thing I did with this vehicle. I used number one primary to trigger the scope. Figure 2 shows what I found.

When we overlay the firing order with the coil current, we can see that we’re missing the number two coil event. It is important to know how this specific system operates. A little research shows that the processor receives information from the crankshaft and camshaft position sensors directly to determine when to fire each coil.

Before we dismantle any components, I take a step back and plot a direction. In the heat of battle in a shop environment, this seems difficult. Time is ticking, but building a path for yourself will allow you, ultimately, to be faster. You have a logical direction to follow that will lead you to the problem’s solution.

Once we fully understand how the system operates, we should be able to take one or two captures, and easily make a diagnostic call… or at least have a clear direction.

We know that this vehicle uses coil-onplug ignition, which has an individual coil for each cylinder. And we know that COP comes in two flavors. One has the switching transistor built in, and the other is externally switched by a transistor usually located within an ignition control module (ICM) of some sort, or in the PCM itself.

Now, let’s be aware of terminology here.

German manufacturers call ignition control modules ‘power stages’ and Asian manufacturers call them ‘igniters.’ This being an Audi, let’s stick with ‘power stage.’ This vehicle has one power stage that contains the switching transistors for all the coils.

The PCM sends four separate square wave signals to the power stage, and these ignition control (IC) signals effecOCTOBER 2007

Figure 2

Figure 3

Figure 4 CANADIAN TECHNICIAN 29

tively tell the power stage when to fire each coil. The IC signal triggers the base of the transistor, which allows current to flow through the primary circuit.

When the IC signal is turned off, concurrently the transistor is switched off. Current in the primary is interrupted, causing the collapse of the magnetic field in the coil primary windings. This collapse induces a higher voltage in the secondary windings and fires the spark plug.

Armed with this knowledge, we can confidently build a plan of attack.

Let’s look at that primary voltage for coil two again. In Figure 2, we can see by the scale on the side of the screen that it is at system voltage. The number two coil is plainly not being switched on at all. We can easily eliminate the power supply to the coil as a cause.

We have one last thing to check: the IC signal to the power stage. In Figure 3, you’ll notice right away that it looks different from the number one IC signal. The IC signal for coil one has a “shark fin” on top of it. This phenomenon is a result of the relationship this signal has with the transistor.

Have you noticed that the current rise in the coil is proportional to the “shark fin” on top of the IC signal? Open circuit voltage would be a straight five-volt square. When it hits the base of the transistor, it drops to about two volts. Then, as the coil current builds, so does the voltage on the IC signal to a peak of just fewer than four volts. Since coil two does not ramp, similarly the IC signal appears as just a square. Yet it still drops to two volts.

Making the call Now with all this data and these captures, we’re ready to make a decision… and it’s a fairly easy one.

We have no primary drive and a valid IC signal to the power stage. Obviously the vehicle requires a power stage, because the transistor inside is not turning on the coil.

As a precaution, I ohm the coil to make sure that it isn’t shorted. The coil could have possibly taken out the transistor – but it’s good.

The customer is skeptical but after a thoroughly cross examination, he authorizes us to change the part.

Since my equipment is already hooked up, I take an after capture for my “known good” library (Figure 4). Now we can see all four coil events, and that the IC signal for coil two now has a ramp on top of it.

If I were to look at primary voltage, it would look the same as it does for coil one.

The vehicle once again runs on four cylinders, not just three.

The only thing that remains now is to clear codes and road test the vehicle. In my experience, no matter how difficult the customer, if he gets his vehicle back fixed, he won’t mind paying the bill.

Cale Friess is a technician at Doug’s Mountainview Auto Service in Penticton, B.C., and a frequent contributor to the Canadian Technician Forum.

30 CANADIAN TECHNICIAN

OCTOBER 2007

Spark plugs Robert Bosch has released a supplement to its spark plug catalog #2211010106.

Introducing its new spark plug portfolio, the new supplement (No. 221101S2007) includes Platinum Ir Fusion, Platinum +4, Platinum 2, Platinum Plus, and Super Plus applications only. For all other Bosch spark plugs, refer to Catalog #22110106, dated 2005/2006. The comprehensive new supplement includes 420 pages of listings for cars, light trucks, and vans, and a buyer’s guide.

Robert Bosch – For more info, go to www.aptmag.ca/products/50003

Skin care system The new KIMCARE ALL-N-1 Skin Care System from Kimberly-Clark Professional is a replaceable soap system that provides a clean, filled, disposable dispenser every time.

It is easy to use, as the dispenser, regardless of size, easily “clicks” and mounts on a universal bracket. It is a high-capacity soap system, available in a 2.5 L size that provides more than three times the capacity of an 800 mL refill in the same footprint, resulting in fewer run-outs and refills for maintenance personnel. It can also be used with a variety of hand cleansers.

Kimberly-Clark – For more info, go to www.aptmag.ca/products/49004

Precision thread-locking Permatex says its new patented Gel Squeeze Thread-lockers make thread-locking quick and easy with a new drip-free formulation and easy squeeze applicator. Gel Squeeze flows more easily into threads but will not spill. It eliminates messy liquids and solid stick globs while reducing waste and clean up.

Permatex Gel Squeeze Threadlockers come in two performance OCTOBER 2007

grades: Medium Strength, Thread-locker Blue Gel (.20 fl oz, Part No. 24005) for all nut and bolt applications 1/4 to 1” (6 to 25mm) and High Strength, Thread-locker Red Gel (.20 fl oz, Part No. 27005) for heavy-duty applications.

Permatex – For more info, go to www.aptmag.ca/products/50011

Tire changer Ranger Products has introduced a new super-duty truck tire changer for servicing truck, bus and other commercial and OTR tires and wheels. The addition of the R2600HD extends Ranger’s market presence from general tire repair to larger, more specialized commercial truck garages and service outlets. The Ranger R2600HD is designed to be safe, fast, and efficient, changing truck, agricultural, and off-road tires from 14” to 26” in just minutes. A portable remote control operator allows multiple functions for operator and time saving convenience. Features include an electric-hydraulic drive system, multi-directional, self-centering hydraulic clamp chuck, quick positioning mount/demount arm, hydraulic sled and a single piece frame for superior rigidity.

Hydraulically operated spreader-type jaws ensure secure clamping of virtually all rims and off-road style wheels.

Bendpak – For more info, go to www.aptmag.ca/products/50024

Platinum-tip plugs NGK’s G-Power Spark Plugs are designed to deliver affordable platinum plug performance and fuel efficiency. They’re described as “the best platinum spark plugs available at an economical price point.” GPower plugs employ a laserwelded platinum tip to help maintain a precise gap throughout the life of the plug. Key features include a “Trapezoid Ground Electrode” for improved flame propagation, superior anti-fouling characteristics, extreme durability under high heat, reduced voltage requirements for firing, triple gasket

sealing to prevent gas leakage, solid copper core for superior heat dissipation and improved conductivity, and “Trivalent Metal Plating” to prevent corrosion and seizing.

NGK – For more info, go to www.aptmag.ca/products/50009

Advanced formula Chevron Products Company has introduced new Texaco Syn-Star GL SAE 75W-90 lubricant, designed to meet Revision C of Dana’s SHAES 256 specification, which went into effect in the second quarter of 2007. Texaco Syn-Star GL meets all major OEM warranty requirements and is recommended as a rear axle and differential lubricant in on- and offhighway vehicles when operating under severe conditions and in extremely cold or hot environments. It offers a variety of benefits, including: improved equipment durability; extended drain capabilities; improved thermal and oxidation stability; reduced churning losses; improved fuel economy at low operating temperatures; and enhanced performance in a wide range of operating temperatures.

Chevron – For more info, go to www.aptmag.ca/products/50025

Nissan suspension system Rancho has introduced a new suspension system for 200407 Nissan Armada and Infiniti QX56 sport utility vehicles. The new Rancho suspension system includes a two-piece, high-clearance front cross-member and extended-length steering knuckles. Compatible with either the autoleveling and non-auto-leveling editions of the Armada and Infiniti, Rancho utilizes a bolt-on rugged sub-assembly in the rear suspension.

The suspension system also includes front differential drop brackets that correct pinion angle, minimizing driveline vibration. Making installation easy and improving steering integrity, Rancho maintains the vehicle’s rack-and-pinion location and preserves OE geometry for easy handling and optimal ride and handling.

Tenneco – For more info, go to www.aptmag.ca/products/50028 CANADIAN TECHNICIAN 31

O2 sensors NTK Oxygen Sensors are designed to provide precise OE form, fit, and function for reliable and trouble-free O2 sensor replacement service. NTK’s O2 sensor line provides OEM quality and vehicle-specific fit, right down to the proper OEM-style connectors and wiring.

This means easier installations for techni-

cians and better performance and fuel efficiency for consumers. NTK Oxygen Sensors are precision manufactured with sensing elements that incorporate NTK’s premier technical ceramics.

NGK – For more info, go to www.aptmag.ca/products/50010

Surface restoration Permatex’s new plastic cleaner and polish is formulated and designed to remove yellow

“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

stains, fine scratches, insects, haze, water spots, and oxidation build-up from clear and pigmented plastic surfaces. It revives plastics and produces a smooth lustrous finish to help restore original appearance. Perfect Plastic forms a water repellent, antistatic shield that resists fogging.

No Touch Perfect Plastic works on Plexiglas acrylic glass, Lexan, polycarbonate plastic, fiberglass, and polished metal surfaces. It is packaged in an easy-to-use 16 fl. oz. spray pump bottle, Part No. 80185.

Permatex – For more info, go to www.aptmag.ca/products/50012

Wiper program Bosch has upgraded its wiper blade portfolio to provide a comprehensive premium wiper series. The Bosch wiper portfolio includes advanced extensive coverage for domestic and imported vehicles and includes bracketless and conventional blades for the windshield, as well as blades especially designed for rear window applications. The Bosch wiper portfolio consist of ICON all-season blades, Excel+ dual rubber blades, Micro Edge blended natural rubber wipers, and Hindsight rear windshield wiper blades.

Robert Bosch – For more info, go to www.aptmag.ca/products/50032

JOIN TODAY AT www.aaec.ca/canadiantechnician

FOR ONLY

$

19

95 /month *

* Minimum subscription of 12 months required.

“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

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 • 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

32 CANADIAN TECHNICIAN

Dust containment Hunter’s new BL500 Dust Containment System acts as an environmental enclosure that captures chips and iron dust particles that can become airborne when servicing rotors and drums. The system not only protects the immediate work area and surrounding bay space from debris, but also provides the added benefits of greater safety and reduced shop noise. The BL500 Dust Containment System is available as a factory install on new lathes or as a field install for existing BL500s already in service.

Hunter – For more info, go to www.aptmag.ca/products/48006 OCTOBER 2007

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

New Q HorsePower.

™

ȉ

No leading synthetic oil delivers more power.

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

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

ȉ

Catalytic converters Bosal has expanded its line of OE direct-fit catalytic converters by adding 120 new SKUs, which are in stock and available for immediate delivery. The line now includes over 500 SKUs and covers a wide range of imports from Acura to Volvo. Bosal syas its catalytic converters are quality built to OE specs, and designed to meet EPA warranty standards.

Bosal – For more info, go to www.aptmag.ca/products/50006

Direct-fit Honda exhaust ANSA Automotive has released a new direct-fit, OE replacement rear muffler and center resonator assembly for the 2001-2002 Honda Civic EX, 1.7L SOHC, VTEC and GX CNG 4-door Sedan (Part #HD17945 and HD17947). Ansa says the new part numbers offer fit, appearance, and performance that meets or exceeds OE standards, all at competitive pricing. All ANSA replacement exhaust systems are constructed of fully-aluminized steel and carry a one-year limited warranty.

ANSA – For more info, go to www.aptmag.ca/products/48015

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

Signature

Date

Please Fax Back To:

416/614-8861 or mail to

Name: Company Name: Company Address: City:

Province:

Telephone:

Fax:

Postal Code:

IMPORTANT!

You must answer all questions

e-mail:

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

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

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

Have a comment to make about Canadian Technician?

We’re listening. _________________________________________________ _____________________________________________________________ _____________________________________________________________

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

34 CANADIAN TECHNICIAN

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

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

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

October 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

OCTOBER 2007

Headlamp bulb Philips X-treme Power performance headlamp bulbs are billed as the most powerful and brightest street legal lighting upgrades available. The new bulbs employ proprietary technology that enables drivers to replace their standard halogen headlamps with bulbs that produce up to 80% more light. Designed for enthusiasts and high performance drivers, they are street legal and DOT compliant. Based on Philips’ recommendation to always replace bulbs in pairs, X-treme Power headlamp bulbs are offered in two-bulb packages for 9003, 9006, 9007, and H7 applications.

Philips – For more info, go to www.aptmag.ca/products/50004

illumination to aid in navigation.

Steamlight – For more info, go to www.aptmag.ca/products/50029

Hose and clamp program A retail-oriented Prestone Packaged Hose program has been introduced by CADNA Automotive. As the exclusive licensee of Prestone branded belts and hoses, CADNA offers the full assortment of fuel, fuel injection, heater, and vacuum system hoses manufac-

tured and tested according to rigorous OEM standards and efficiently packaged for retail display. To complement the Prestone Packaged Hose program, CADNA offers Prestone stainless steel automotive grade hose clamps packaged for retail in blister cards to provide a complete display for like-branded Prestone hoses and clamps.

CADNA – For more info, go to www.aptmag.ca/products/50021

Port thread repair Alcoa Fastening Systems (AFS) is now offering the Fix-A-Thred Oxygen Sensor Thread Repair Kit. The kit, housed in a sturdy case, contains an installation tool and high-temperature Inconel inserts, supplying all necessary equipment needed to permanently repair damaged oxygen sensor port threads in the exhaust manifold The repairs made possible with this kit eliminate the need for exhaust manifold replacement.

Alcoa – For more info, go to www.aptmag.ca/products/50031

Rechargeable flashlight Streamlight has introduced a new rechargeable flashlight – the Stinger DS LED featuring ‘Dual-Switch’ technology that gives auto repair professionals additional flexibility when operating under the hood or chassis of a vehicle.

The Stinger DS LED has three microprocessor-controlled variable light levels and strobe function, operated by the two fully independent switches – one on the light head and one on the tailcap. The shockproof, three-watt, super-high flux LED generates up to 80 Lumens of light, and Streamlight’s proprietary deep-dish parabolic reflector focuses the LED’s output into an effective longrange targeting beam with ample peripheral OCTOBER 2007

CANADIAN TECHNICIAN 35

OCTOBER 07

2

3

4

5

6

7

8

9

10 11

12

13

14

15

16

17 18

19

20

21

ACROSS 3 Gadgets and parts that can be added to a vehicle to suit the owner’s preferences.

5 Primary use of tool cabinets.

9 ____ tolerance.

10 Guitarist Atkins.

11 Modern vehicle design is accomplished using this software.

12 British car magazine.Also,Mitsubishi nameplate.

13 Sense of self.

15 A line of small cars for urban driving,discontinued

by General Motors in 2004 16 Unruly child.

17 Good aftermarket parts _____ or exceed OEM standards.

18 To select a particular brand or make.

21 Device for measuring temperature.

DOWN 1 Point on the compass.

2 Wind resistance.

3 The second A in AAPEX,the trade show in Las Vegas, Oct.30-Nov.1.

4 Gauge for measuring speed 5 Wrench accessories.

6 Not even.

7 Beer.

8 Over- or under-inflated tires will affect fuel ________.

14 Number of gas tanks in the average car.

15 Volkswagen nameplate.

19 Vehicle component.

20 Type of pipe.

June 2007 Auto Puzzle F L U U C E L E S H O O I N J D W A T A A G T E R A N

S H I A R E E S L E C C T S I I N G G E

H N E I A G H T T M O N D U O L E

S P O R R T E A R L E A R A D A L N O R I N G F R E T H Y E X U I C E D S T A L O

TO O N E R S L E A R N

Congratulations to Armando Carlos of Coiteux Hyundai in Montreal,QC,winner of ChevronTexaco racewear for solving our June 2007 puzzle.

Win $100!

Name:

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

Workplace: Work address: Phone:

email:

Question of the Month: What make of vehicle would you recommend to customers who are in the market for a new car? Why?

© 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

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.

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

continued from page 38 It was Friday, so I sent Beanie on our regular end-of-week run to the doughnut store for a dozen of the best. After putting on a fresh pot of coffee, I even wiped off the coffee table with a clean rag.

“My word,” said Basil as he entered the lunchroom. “We’re going all out today!” He settled into his chair and tucked a napkin under his chin. “Ah, this is just the way I like it.”

At that moment, Tooner slumped into his own chair, a smug look on his face.

“Time to celebrate,” he announced, reaching for an apple fritter. “The ole Toon has solved another one.”

Beanie wiped some chocolate frosting off his nose. “Okay, out with it.”

“Well, in order to check for slack in the timing chain, I grabbed the crank pulley with both hands and gave it a turn.”

We waited as he savored a delicious bite of sugary pastry. “And…?”

Tooner was enjoying himself. “Oh, the pulley turned, all right. But the timing chain didn’t. Whoever installed this engine managed to cross thread the crankshaft bolt. As a result, the pulley wasn’t tight and eventually it broke right ahead of the keyway.”

Beanie’s eyes widened. “So the pulley and reluctor ring are turning separately from the crankshaft?”

“Exactly.” Tooner took a swig of coffee.

“I only hope the threads in the crank aren’t ruined, or Dickie’s in for a large repair bill.”

Beanie began to reach for the last doughnut in the box, a triple-chocolate croissant. “Uh, Bean,” I said, “you’d better leave that one. I’ll need it later.”

“What for?”

“As a pacifier,” explained Basil, catching my drift. “It’ll help calm Dickie down when Slim tells him that his engine deal was really no deal at all.”

Special thanks to Paul Johnson, head technician and former owner of Cedar Valley Alignment in Mission, B.C. for this month’s diagnostic solution. If you have an interesting repair story that you’d like to share with us, e-mail us at rick.cogbill@shawcable.com.

OCTOBER 2007

ADVERTISER INDEX Advertiser

Page

Website Address

Phone

Automotive Aftermarket E-Learning Centre

32

aaec.ca

1-800-267-5497

AIA Canada

30

aiacanada.com

1-800-808-2920

ASC Industries 2100 International Parkway North Canton, OH, 44720

16

www.asc-ind.com

1-330-899-0340

CARQUEST Canada 36 Worcester Road Toronto, ON M9W 1K9

20

www.carquest.ca

Contact local rep

15, 36

www.texacohavoline42.com

1-800-465-2772

35

www.cliplight.com

1-800-526-7096

9

www.federal-mogul.com

Contact local rep

11

www.gomatco.com Franchise Opportunities

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

6

www.mevotech.com

416.783.7800

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

34

www.mistertransmission.com

1-800-373-8432

Moog Chassis Parts

13

www.federal-mogul.com

Contact local rep

4

www.ngksparkplugs.ca

1-877-2-Sparky

Pennzoil 1101 Blair Road Burlington, ON L7M 1T3

33

www.pennzoil.com

1-800-263-6200

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

40

www.bosch.com

1-800-618-4729

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

2

www.snapon.com

1-800-734-2676

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

39

www.otctools.com

Contact local agent

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

25

www.valvoline.com

1-800-TEAM-VAL

8

www.wakefieldcanada.ca

1-888-CASTROL

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

Fel-Pro Gaskets

Matco Tools 25 Karissa Lane Holland Landing, ON L9N 1R6 Mevotech 240 Bridgeland Ave. Toronto ON M6A 1Z4

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

A rebuilt engine was supposed to prolong the life of one of Dickie Dixon’s used cars… not shorten it!

Deal, but no deal “Mornin’, Slim.”

I turned away from the stack of used tires I was straightening, only to discover a cloud of cigar smoke hovering above a badly wrinkled business suit. My first thought was to run for the fire extinguisher, but then the cloud spoke again.

“Where do you want Dutchy to drop the car?” The noxious smoke began to dissipate and Dickie Dixon’s beefy round face slowly appeared. The thick stogie clenched in his teeth was a trademark of our local used car lot owner. That and his penchant for pinching pennies. He eyed my stack of old tires. “Hmm; I could use a couple sets of inexpensive rubber. Do they come with a warranty?”

Ignoring him, I looked across the lot to where Dutchy was leaning against his tow truck, waiting to unload a 1996 Ford Mustang perched atop his flat deck.

“Right there’s fine, Dickie,” I said. “I’m assuming it doesn’t run.”

Dickie took the cigar out of his teeth and flashed me a smile. “You assume correctly, my good man. My client was driving down the highway when the vehicle suddenly died, never to start again.” He waved the cigar towards the car. “Now that’s a brand new rebuilt engine, Slim, so I’m sure the solution will be simple, and therefore…” – his smile grew even bigger – “…inexpensive.” He waddled back to his Cadillac and drove off to sell yet another mechanical wonder to an unsuspecting customer.

Tooner joined me in the parking lot.

“Huh!” he snuffed. “Another one of Dickie’s used car specials.” He shook his head. “So what’s the story this time, Boss?”

I opened the driver’s door and pulled the hood release. “It’s not a ‘used car,’ Toon. It’s a ‘D.D. Dixon pre-owned transportation unit.’ And it’s even got a rebuilt engine.”

38 CANADIAN TECHNICIAN

Tooner peered closely at the 3.8 litre engine. Straightening up, he removed his cap and slicked back his thinning hair.

“Well, maybe it does and maybe it don’t, but whoever installed this thing sure wasn’t no mechanic. There’s brackets missing, hoses are pinched, and the wiring harness is a mess.” He sighed heavily. “Who knows what we’re gonna find!”

Calling for Basil and Beanie, we pushed the car into the shop and began diagnosing the problem. When Beanie turned the key, the engine cranked fine, but it hit hard every third or fourth revolution as if the ignition timing was out of sync. Tooner pulled off the coil wire.

“Hey, Beanie; come out here and hold this thing. I want to check for spark.”

“Ha!” Beanie glared at him. “Very funny, Toon, but I ain’t falling for that trick.”

Basil produced some insulated pliers

and chuckled. “Why not? You did last week.” He held the coil wire near a bracket while Beanie cranked the engine again.

“Hmm. We’ve got spark, Tooner, but it’s very erratic.”

Further checks revealed an erratic signal from the crank sensor as well, so the boys installed a new one. But that didn’t solve the problem; the car still would not start.

Basil stroked his goatee. “I’m beginning to think we’ve got timing chain problems.”

“Timing chain?” questioned Beanie.

“But this is supposed to be a rebuilt engine.”

“Correction,” grunted Tooner. “It’s a D.D. Dixon rebuild. I’ll pull the coil pack and cam sensor, and take a look inside the timing cover.”

continued on page 37 OCTOBER 2007

WITH SYSTEM

2.0

Receive Coupon for IDENTI-FIX:

FREE FOR 2 MONTHS

FREE TPM

3833 OTC Tire Pressure Monitor Included with your purchase of the Genisys 3670C

3670C ▲ System 2.0 software Installed ▲ New, software TPMS compatible ▲ New, Automated System Test software ▲ New, OBD II Smart Cable ▲ Path 06, Asian 06 installed ▲ ABS/ Air Bag 04 with cables ▲ InfoTech 2006 Installed

VISIT US ONLINE AT www.genisysotc.com

© 2006 SPX Corporation, SPX and OTC are registered trademarks of SPX Corporation. Genisys, Pathfinder and InfoTech are trademarks of SPX Corporation.

7XQH XS 7XUQ RQ 3HHO RXW

*HW WKH XOWLPDWH WXQH XS ZLWK %RVFK 3ODWLQXP 3OXJV :LUH 6HWV 2[\JHQ 6HQVRUV DQG 2LO )LOWHUV

Â&#x2039; 5REHUW %RVFK &RUSRUDWLRQ