Canadian Technician April 2011

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Cooling It What you need to know about the various AC developments headed our way ALSO:

■ Oxygen Therapy: making sense of wideband oxygen sensors ■ Transforming complaints into compliments ■ Wanted: opinions, commentaries & rants

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contents

Canadian Technician • April 2011 • Vol. 16 No. 3

FEATURES

Cooling It ............................................................. 18 Mobile air conditioning technology is rapidly changing. Here’s what you need to know about the AC developments that are headed our way.

Oxygen Therapy...................................................... 23 What you need to know about wideband oxygen sensors.

Transforming Complaints into Compliments ...... 26 We’re told time and time again that “the customer is always right” although we know that’s not true. However, when it comes to some customers, there are ways to turn complainers into happy campers.

COLUMNISTS Management S.O.S. By Kelly Bennett ....................................................................16

36 The Car Side

By Rick Cogbill

DEPARTMENTS Editorial ......................................................................5 Service Notes.............................................................7 Letters ........................................................................8 Out & About .............................................................10 Reader Rides...........................................................10 EyeSpy......................................................................11 From Our Forum......................................................14 Bookmobile .............................................................29 Products...................................................................31 Auto Puzzle ..............................................................33

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APRIL 2011 CANADIAN TECHNICIAN

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WHY SHOULD YOU CARRY PENNZOIL ULTRA™?

FOR THE SAME REASON ROGER PENSKE PUTS IT IN HIS INDYCARS.

Learn more at Pennzoil.ca

NOTHING KEEPS YOUR ENGINE CLOSER TO FACTORY CLEAN.* Some customers wonder if oil change places have oil that’s good enough for their Current Standard** Pennzoil Ultra™ engines. You most definitely do. Tell them you have an oil that’s so good, it’s used in Team Penske’s IZOD IndyCar Series cars.† The exact same Pennzoil Ultra™ ® motor oil Roger’s team uses. Not just oil, Pennzoil. ®

*Based on Sequence VG sludge test using SAE 5W-30.**Pistons from standard V6 engine in ASTM Sequence IIIG test. †Penske IZOD IndyCar® Series cars use Pennzoil Ultra™ Euro 5W-40. Penske Racing, Inc. 2011. All trademarks used with permission of their respective owners. ©2011 SOPUS Products. All rights reserved.

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PENNZOIL

®

EDITORIAL

COULD TURN YOUR CUSTOMERS INTO

Rants Wanted

WINNERS.

Need to get something off your chest? Our third annual Readers’ Issue is slated for June.

And we want to publish your commentaries.

HELP YOUR CUSTOMERS ENTER FOR A CHANCE TO WIN A VIP TRIP TO MAY’S PREMIER RACE WEEKEND WITH PENNZOIL + PENSKE RACING.

By David Menzies

I

f there’s one thing I’ve learned since being appointed editor of this magazine it’s this: you’re an opinionated lot. And thank goodness for that – shy, quiet types can make for a journalist’s worst nightmare.

Because you have lots to say, we launched our first ever Readers’ Issue in June 2009.That issue was filled cover-tocover with submissions from you, our cherished subscribers.

It proved popular, so we repeated the exercise in 2010. And subscribing to that old Mechanics 101 chestnut of, “If it ain’t broke, don’t fix it,” this June, we shall unveil Readers’ Issue III (we’re going with Roman numerals to make the issue seem really important – like the Super Bowl or that generation of Mustangs made from 1974-1978. OK, the Super Bowl, then…)

But this specialized editorial vehicle needs a unique grade of fuel – namely, informed opinions.And that’s where you – and your high octane observations – come in. We want to publish your stories – be it the good, the bad, and the not-so-pretty.

Should you require some inspiration to get your creative processes revving, please consider some of the pieces we ran the last few years: ■ In “The Damage of Negativity”, Zara Wishloff of Automotive Parts Distributors in Edmonton, bemoaned the fact that so many marketing campaigns in the automotive repair business boil down to cringe-inducing negative advertising that routinely focus on what’s wrong with the competition.

■ In “For the Love of Saab”, Oakville, Ont. shop owner Christian Skovbjerg outlined his passion for Saab automobiles and why Saabs have been so innovative over the years.

■ In “Welcome to My Repair Nightmare”, Bill McLennan of Remmington Park Motors in Surrey,

B.C., reminisced about the engine overhaul he performed on a Dodge Caravan just two months after starting his own business. Thanks to a Lemony Snicket-like series of unfortunate events, that routine minivan overhaul eventually morphed into the “repair from hell”. It didn’t help matters that the Caravan’s owner might’ve been Lucifer himself.

■ On the flipside, Allan Mantyla, of Mike Heino Auto Repair in Sudbury, Ont., wrote the upbeat “It’s A Wonderful Trade”, a fond look back at the mentor who helped Allan along when he first got started in the auto repair business three decades ago.

As you can see, the topics presented in our last two Readers’ Issues run the gamut. But one factor was constant: you like to vent. And you obviously have a burning passion for this business.

So, don’t be shy. Let us know what’s gnawing at you. We know you like to rant from time to time, so why not do so as a published author read by a national audience consisting of your peers?

As for your submission, it can be an essay, an opinion piece, a fictional short story, a Top 10 list, a joke, a photograph, an illustration… you name it.

Oh, and to sweeten the deal, one of the published pieces will be drawn at random and the author will be awarded a prize to be announced later.

And don’t fret if your prose is a bit rough around the edges. While you all excel at mending motors, our forte here at Canadian Technician is ensuring the words work.

So, park that scan tool, set aside some quiet time, and get writing. But please hurry – deadline for submissions is May 6, 2011.

Our thanks in advance.

Please send your submissions to david@canadiantechnician.ca.

APRIL 2011 CANADIAN TECHNICIAN

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HERE’S HOW IT WORKS: Look for our “Shift to Clean” promotion activation kit in late February.

Put the POP on display and with every Pennzoil oil change you sell, give out a Shift to Clean game piece. Tell customers they can also get a free entry code at Pennzoil.ca.

Encourage customers to enter their game piece code online for a chance to win great prizes, including their own VIP race weekend.

CONTACT YOUR PENNZOIL REPRESENTATIVE TO LEARN MORE.

KURT BUSCH

NO PURCHASE NECESSARY. Promotion starts 3/1/11 and ends 4/30/11. Must be legal resident of the 50 United States and District of Columbia or Canada 18+ years of age. Void where prohibited. Visit Pennzoil.ca for Official Rules. Penske Racing South, Inc. 2011. All trademarks used with permission of their respective owners. ©2011 SOPUS Products. All rights reserved.

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SERVICE NOTES

Cleaning up the roads VOLUME 16

The trick is to develop an inspection program that is thorough enough to catch the most offensive faults, without being a financial burden to consumers.

NUMBER 3

451 Attwell Drive, Toronto, Ont. M9W 5C4 EDITOR David Menzies david@canadiantechnician.ca (416) 614-5824 EDITORIAL DIRECTOR Allan Janssen ajanssen@newcom.ca (416) 614-5814 PUBLISHER Martyn Johns mjohns@newcom.ca (416) 614-5826 CIRCULATION MANAGER Lilianna Kantor lkantor@newcom.ca (416) 614-5815 DESIGN & PRODUCTION Tim Norton production@canadiantechnician.ca (416) 614-5810 DIRECTOR, QUEBEC OPERATIONS Joe Glionna PRESIDENT Jim Glionna PUBLISHED BY Newcom Business Media 451 Attwell Drive Toronto, Ont. M9W 5C4 Canadian Technician is published monthly except for January and July by Newcom Business Media, Inc., 451 Attwell Drive, Toronto, Ont. 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: $42.00 ($40.00 plus applicable taxes); one-year subscription in U.S.: US$60; one-year subscription in all other countries: US$90. Copyright 2011. 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, Ont., 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 Canada Periodical Fund (CPF) for our publishing activities.

Kenneth R. Wilson Award Winner Member

Canadian Business Press

“Cooling It” by Wayne Moore Phone (905) 632-8770

W

By Allan Janssen

hen a car goes off the road or into another vehicle, it’s almost always ascribed to driver error.

Inattention, distraction, inebriation, excessive speed, road rage… pick your poison. The result is cracked plastic, crumpled steel, broken glass, and, all too often, injury or death.

But when the collision is traced back to mechanical failure, shouldn’t that be a “driver error” of another sort? Isn’t that the error of poor vehicle maintenance?

We spend a lot of money trying to get drunks off the highways, keeping cell phones out of the hands of drivers, encouraging people to leave a safe distance, and getting them to slow down. We don’t do much in the way of sending them back to the repair bay for a proper inspection and a tune-up. This is a missed opportunity, in my view, to make roads safer.

Talking to shop owners across the country, I know they often see vehicles that should be pulled from service – possibly permanently, but at the very least until they’re fully operational again.

The problem is some consumers have strange priorities, and they don’t always see the value in vehicle maintenance.

They’ll spend their last $100 on lottery tickets and lattés but balk at new tires and wheel alignments.

We in the repair bays are in an awkward position here, though, because to sell our services too hard might come across as greedy self-interest. Calling the police to have the plates removed is a pretty aggressive move, and towing the vehicle off the property is definitely a last resort – one that won’t win many new customers.

In the interest of reducing road deaths, the provinces really should be working with us to ensure that every vehicle meets a minimum standard of functionality. Some provinces see the value in an annual or biennial inspection; others accept that an inspection is reasonable at

point of resale. None is quite as lackadaisical as Alberta which does almost nothing to ensure that its roads are uninfected by rolling death traps.

It’s a situation the Canadian Independent Automotive Association (CIAA) would like to change. It has launched a campaign for regular inspections, telling transportation department officials at a recent meeting that a lot of collisions are the direct result of poor tire tread. There’s not much political will for a mechanical inspection program right now and there likely won’t be until the current federal election and the next provincial election are over. Meanwhile the inspection campaign gathers steam.

At the suggestion of Ivan Brown of Integra Tire Edmonton, the association will begin collecting tread-depth data at body shops throughout the province.

The statistics will be presented to legislators to strengthen their case.

“The tires are almost always a problem,” says CIAA’s executive director Art Wilderman. “It’s hard to believe that people trust their lives to tires that are virtually bald or have metal poking out through the rubber.”

A victory here would be an enormous boost to CIAA which has long endorsed the idea of a common inspection program for all vehicles in Canada. The trick would be to develop an inspection process that is thorough enough to catch the most offensive faults, without being a financial burden to consumers.

There are a lot of challenges in getting consumers to spend their hard-earned money on what they will no doubt see as a kind of cash-grab. But collecting collision statistics is a good way to start turning the tide of public opinion.

If motorists truly knew the cost of poor vehicle maintenance – in dollars and human lives – they would not object to an inspection program that keeps the worst offenders off the road.

APRIL 2011 CANADIAN TECHNICIAN

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LETTERS

WHOSE SIDE IS AUTOTECHNICIAN.ORG ON? I look forward to reading Canadian Technician and enjoy Allan Janssen’s Service Notes articles very much.

In a recent Service Notes article (February 2011), Allan promoted a website called autotechnician.org. I decided to go check it out, and what I read there concerns me a bit.There’s a tab on the top called: Consumer Technical Resources, in which it gives all sorts of advice to do-it-yourselfers. There’s a link to a website called “trust my mechanic”, which is a website that depicts all of us in the industry as liars. I’m sure you’re well aware of the constant battle we face every day to break down the barriers with our customers and build a better reputation for our industry. I wonder why a website created by automotive technicians for automotive technicians would have a link like this?

EYESPY PHOTOS BRING BACK MEMORIES We really enjoy seeing the EyeSpy pictures in Canadian Technician. They bring back memories of the days at our shop, Springfield Autos Sales and Services in Wymark, Sask. Tiedtogether steering wheel? Sure thing!

We had so many interesting experiences. As Art Linkletter once said, “People do the funniest things!” One early morning, the “eye” on the pole next to the driveway sounded, telling us that somebody was heading to our shop. James was just starting breakfast, so I went to the window. A half-ton nosed up to the steel gate and two middle-aged men took their turns rolling (!) under the gate. Once in, they merely walked around awhile and then rolled out.

WINTER TIRE DEBATE CONTINUES The continued debate over the merits of winter tires continues to baffle me. If given the option of a long, icy walk in our Sunday best dress shoes or a pair of winter grip boots, most of us would opt for traction. Now imagine weighing 5,000 lbs and moving at 20 times walking speed.

The minimum safety standards for vehicles are revised each year; last I checked, tires were a vital component of a vehicle. I don’t put winter tires on my vehicles so I can drive faster. I put winter tires on my vehicles to attain the safest possible traction 8

CANADIAN TECHNICIAN APRIL 2011

Anyway, I just thought you should know. Keep up the great work.

Derek Booy Steve's Automotive Woodstock, Ont.

ALLAN JANSSEN RESPONDS: Thanks for the note, Derek. Autotechnician.org is so new and it’s apparently still evolving. No such tab was there when I first checked it out. I’m familiar with TrustMyMechanic. I’ve written about it before for precisely the reason you mentioned. There are definitely some bugs to work out on autotechnician.org, and the biggest one is whether this site wants to be for technicians or consumers. It can’t be a hybrid.While it’s still to be seen whether technicians will flock to it, the website makes for an interesting marketing idea.

Not everything was funny. A couple came to rent the “dolly”, a two-wheeler used to transport a vehicle.They took it to Alberta in order to fetch their daughter’s car and bring it to our shop. By evening, James was still waiting for them. Finally, headlights appeared in the driveway. Then they suddenly stopped and people jumped out of the tow car.The problem: the car had just fallen off the dolly! To think they had driven hundreds of miles on major highways without mishap and barely into our yard the car had just jiggled out of its restraining lasso (one snap-fastener had opened.) No damage was done and the doctor was close by.

Lesson learned: the safety should always be double-checked.

Frieda-Marie Elias (retired) Swift Current, Sask.

for the road conditions I’m subjected to for up to six months a year. What next? Downplaying the value of better braking material because that may encourage more aggressive braking?

Bryce Heron, Manager Fountain Tire, Okotoks, Alta.

How to reach us We love to hear from our readers. Please send along your opinions to editor David Menzies at david@canadiantechnician.ca.

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SUPPLIER NEWS Delphi Dream Shop up for grabs Delphi is helping to create a dream come true for one lucky technician this year with its “Win the Delphi Dream Shop” giveaway.

The giveaway, to be announced at the Automotive Aftermarket Products Expo (AAPEX) in November, will provide one technician with Delphi parts, tools, equipment and training to help upgrade their current shop or build their own Dream Shop. The prize pack includes electronic equipment needed to service today’s vehicle electronics, such as a high-performance laptop with shop management software, AC recovery machine, diagnostic tool pro scanner, diagnostics software, OBDII/CAN hand-held reader and fuel system tester.

Other items include shop supplies such as a lift to 11,000-lb. capacity, transmission jack, compressor and air tools, two-ton service jack, engine lift, tire changer and balancer, battery charger and tester, and brake lathe.

Technicians can sign up at www.delphi.com/victorylane.

Wiper blade rebate program launched Consumers can save up to $20 this spring and get a clearer view of the road ahead when they upgrade their driving visibility with Anco wiper blades from Federal-Mogul Corporation. Until May 31, Federal-Mogul’s “Smart Choice” promotional campaign will include mail-in rebates on qualifying purchases of premium Anco Contour and Anco Profile all-weather wiper blades, AeroVantage bridge-style blades, 31-Series standard wipers, and Anco winter and rear blades. Consumers purchasing any pair of ANCO Contour or Profile all-weather wiper blades can qualify for a $15 Smart Choice mail-in rebate, while $10 rebates are available on aerodynamically styled AeroVantage wipers. As well, $5 rebates will be offered for any pair of 31-Series wipers, Anco winter blades or a single Anco rear wiper blade.

Dave Kondra joins Newtek Automotive Dave Kondra, a veteran of the automotive aftermarket industry, recently joined Newtek Automotive in Cambridge, Ont. as the company’s Business Development Manager.

Dave would like to familiarize his friends and business acquaintances with Newtek’s current product line as well as the company’s short- and long-term plans.

To contact Dave, please phone (519) 6501700 or email him at dave.k@ntadi.com.

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OUT & ABOUT

Jean Vanier students win big at CIAS skills competition tasks and attempted to start a 2011 Volkswagen Jetta that had been rigged with a no-start condition by automotive instructors from Centennial College.

By finishing first, the tandem will be representing Canada at the National Automotive Technology Competition in New York City this month. In addition to the allexpenses-paid trip, Guce and Lecesne received a trophy and equipment from sponsors.

Thornhill’s St. Elizabeth Catholic High School finished From left: Centennial College faculty Dave Weatherhead, second, thanks to the efforts of Jean Vanier students Moses Guce and Shaquille students Adam Iamundi and John Lecesne, and Jean Vanier tech teacher Isaac Ozah.

Santareangelo, while Central Tech earned third place, represented by Jonathan Bagni and Jason Claudino. high school teams to win a unique skills All three schools are winners, too.Their competition at the Canadian Interautomotive shops will receive a complete national Auto Show. engine from General Motors, which will Moses Guce and Shaquille Lecesne be used for technical training. performed a number of timed technical A pair of automotive technician students from Jean Vanier Catholic Secondary School beat out 19 other Toronto-area

Born Again Chevy

READER

RIDES

When Robert Bartley of Universal Auto Service in Toronto originally bought this 1987 Chevrolet pickup truck, he used the Chevy as a plough truck for the next 17 years. But by 2004, Robert decided to undertake the task of rebuilding his used and abused truck. He removed what was left of the body, rebuilt the 350 engine, and installed a high lift cam. The 4-speed transmission, transfer case and both axles were also rebuilt. The chassis is a 1977 Chevy 3/4 Ton 4x4 with a 1988 1-ton standard cab. It was reworked to add factory air, power windows, power locks and tilt steering. Robert also swapped out the grill from a 1991 Chevy Blazer and installed an L88 hood scoop and finished off the body by installing a 1986 8-foot box from Texas. The truck rides on 33-inch all-terrain tires, and she now looks almost-new. Robert extends special thanks to Universal Auto Service for providing the facility and Four-Way Autobody for painting the truck.

You can see more Reader Rides on our website at www.canadiantechnician.ca.

And if you have a photo of a hot or unusual ride, feel free to send it in. We’ll publish it up for all to enjoy! Send a pic of your ride to david@canadiantechnician.ca.

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Consumer Reports Reveals “Worst of the Worst” The 2011 Autos issue of Consumer Reports has hit the stands, and once again, the magazine strives to identify those makes and models that are vehicular creampuffs and lemons.

To that end, based on the magazine’s considerable research, the following rides (model years 2001-2010) were classified as the “worst of the worst.”

According to Consumer Reports, these vehicles (listed alphabetically) have multiple years of reliability that’s “much worse than average.”

So, how about it readers? Do these cars and trucks show up in your shop on an all-too frequent basis? And for that matter, based on your own personal experience, are there other models you’d like to see added to the “worst of the worst” list?

“Worst of the Worst” List: Audi A6 (2.7T, 3.0T) BMW 535i (AWD) BMW X5 Cadillac SRX (AWD) Chevrolet Astro Chevrolet Aveo Chevrolet Blazer Chevrolet Colorado (4WD) Chevrolet Impala (V8) Chevrolet S-10 Pickup (4WD) Chevrolet Uplander Chrysler PT Cruiser (Turbo) Chrysler Town & Country Dodge Caravan Dodge Grand Caravan GMC Acadia (AWD) GMC Canyon (4WD) GMC S-15 Sonoma (4WD) GMC Safari Hummer H3 Jaguar S-Type XF Kia Sedona Mercedes-Benz R-Class Mini Cooper Convertible Pontiac G6 Coupe & Convertible Saturn Outlook (FWD) Saturn Relay Volkswagen New Beetle Convertible Volkswagen Passat (V6, FWD)

EYE Snap, Crackle, Plop!

SPY

“This truck came in on a tow truck (no start) and we had it on the hoist for about four hours while working on other jobs,” writes Emilio Casaluce of G & E Automotive in Mississauga, Ont. “The truck just slowly broke in half while up all the way – we couldn't believe it. The owner was pretty cool about it. He said the no start saved his life. He had a little driving to do that day and couldn't image what would’ve happened if he was driving the truck when it broke in half.”

Have an interesting picture to share? Please send it along to EyeSpy, c/o Canadian Technician, 451 Attwell Drive, Toronto, Ont. M9W 5C4.

Or email your high-resolution image to the editor: david@canadiantechnician.ca

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Stuck in Reverse When an automaker invests millions of dollars into a major redesign of a particular make and model of vehicle, it stands to reason that the next-generation replacement will be a superior product, correct? As it turns out, not necessarily.

At least that’s the conclusion of a recent – and somewhat surprising – Consumer Reports story, noting that in some cases, a revamped vehicle can make for a step backward rather than forward.

In its annual autos issue, the magazine gives the thumbs-up for several recently-redesigned models such as the Hyundai Elantra and Sonata, Jeep Grand Cherokee, Kia Sorento and Sportage, Land Rover LR4, and Porsche Cayenne. However, the periodical notes there are also several redesigns that represent a step backwards when compared to the vehicles being replaced.

Indeed, in the story “Stuck in Reverse” Consumer Reports identifies several redesigned models in recent years that have actually scored lower than their outgoing predecessors.

“Whether because of tightened budgets or new product strategies, it is a disturbing trend, especially because we frequently see declining performance in handling and controls, which can affect vehicle safety,” notes Consumer Reports.

The redesigned models listed below fell the farthest in overall road-test scores: ■ The VW Jetta SE experienced the biggest qualitative decline.The new generation Jetta received a score of 60 points, whereas the previous generation Jetta had scored 76 points.

Areas in which the new Jetta was deemed inferior to the previous model included handling, steering, braking, noise, and interior fit and finish.

■ The Toyota Sienna (FWD/AWD) saw its scores drop from 93 to 80 and 89 to 79 respectively due to issues with steering, road noise, and interior fit and finish.

■ The Toyota 4Runner saw its score plummet from 66 to 55 points. The revamped 4Runner is flagged for its inferior ride control, handling, noise, driving position, front access, and interior fit and finish.

■ The BMW X5 3.0 took a 10-point shave (dropping from 77 to 67) thanks to inferior controls, shifter, and visibility.

■ The Mercedes-Benz E350 went from 88 points to 79 points due to steering, ride and fuel economy issues.

■ Honda Odyssey dropped from 91 to 83 points thanks to handling, braking, and the cargo area.

Bottom line: A redesigned vehicle may be “all-new.” But that doesn’t necessarily mean it’s “all-improved.”

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FROM OUR FORUM Recent postings on www.canadiantechnician.ca/forum

R-E-S-P-E-C-T A frustrated Canadian Technician Forum member bemoans the lack of respect he receives on a daily basis from both management and clientele.

Here’s how the discussion unfolded.

As a tech, I’m tired of the lack of respect in the shop and from outside the shop by the general public.

I deal with ignorant people and I really don't have a problem with customers who are good, bad or ugly.

My problem is when management decides they’re above it all and take it out on the people around them. I show up for work early every day and only take time off for medical reasons.

All I ask for is a little respect and some appreciation from the people I work for. In the past year I've taken a voluntary pay cut of $3/hr. I've accepted the fact we get no holiday bonuses. I've accepted that promised work bonuses aren’t going to happen.

And I've accepted the boss has stress management issues. What I cannot accept is NO communication in the front or the back of the shop. I've gone three days without one word from the boss. I've been a mediator between the boss and other employees due to this.

I've exploded in anger over the noncommunication and I’ve also been "caring" and NOTHING WORKS. I hate going to work and not enjoying myself. Yes there are LOTS of jobs in the area and yes they all pay well. But I like that I’m close to home and have many customers in town that come because I’m here. I don't want to stoop to threatening to quit. But my “patience bucket” is almost empty. If you take anything out of this rant please let it be this: get any promise – wage increases, duties, expectations – in writing. As for the general public, they sure don't make life any easier

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with their complaints. And if I hear the words “ever since you…” one more time the big red Snap-on hammer is going to come down.

Posted by lee1975

Good rant. Sounds to me like it's time for you to start your own shop.

I remember feeling like that. Best thing I ever did was open my own place.Way less money and way more stress when you start but sooo worth it.

Posted by PAR

Are you living my life? The similarities are scary. Some days, opening my own place sounds really good.

Posted by sbchevfreak

I sure do recognize what your frustration is – been there, done that.

That’s what made me take the plunge some 35 years ago. But I’m not sure today I’d make the same decision. I think the cost of equipment, tooling, and the economic outlook in this trade (and transportation in general) is in a transitional mess with an uncertain future. And our trade right now has more techs than it can support. That's why we’re so underpaid and disrespected.

Posted by fatchuck

I agree with chuck 100%.

When I was a kid, I wanted to grow up to be the best mechanic in town. I was going to have a nice little garage where I fixed cars (cars were cool) and everybody was going to be happy. Boy was I dumb! Vehicles today don’t

interest me at all – I’m talking about the ridiculous stuff they put in them.

And they’re way too expensive to fix.

I’ve been doing my best to make sure my two boys go through school and get a real job.This makes a great hobby – it’s hard to make a living.

Posted by Motorhead

It's almost as bad down here in Texas.The shop owners look down on you, but not so much the customer.

They know that the person behind the counter doesn’t work on their car.

My boss doesn’t listen to a thing I tell him. The other day, we had a Ford with a P.A.T.S. theft system towed in.

The transponder was broken off and missing from the key.When I told him we needed another key, he looked at me like I was the dumbest person on the planet and said very sarcastically, “Well, the customer says the key has been like that for awhile.” I lost my temper and told him. “WELL I GUESS THEY NEED A REAL MECHANIC.” Long story short, the customer was finally called, and the transponder was brought to the shop and pasted back on the key with J-B Weld.You all know it isn’t possible for that key to have been like that for awhile. He assumed the customer knew better than I did.

Posted by OUTATIMEOUTLAW 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 want to hear it.

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Š 2009, Ashland Canada Corp. *Source: Thomas Penway Research Poll of ASE Mechanics in the United States

www.v a lv o li n e . c o m

Only one person works on his car.

And only one oil works in his engine.

More ASE-certified top mechanics use Valvoline in their own cars.* <TRWP]XRb RP] dbT P]h ^X[ cWTh fP]c CWTh RW^^bT cWT ^]T fXcW P _a^eT] aT_dcPcX^] U^a `dP[Xch _a^cTRcX^] P]S P WXbc^ah ^U X]]^ePcX^] EP[e^[X]T

100 YEARS UNDER THE HOOD.

TM

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MANAGEMENT S.O.S. IN THIS SERIES OF FICTIONAL LETTERS FROM A NEW SHOP OWNER TO HIS FORMER BOSS, MANAGEMENT TRAINER KELLY BENNETT DISCUSSES BASIC BUSINESS PRINCIPLES THAT APPLY TO THE AUTOMOTIVE REPAIR INDUSTRY.

ON HUMMINGBIRDS AND EAGLES OR NINE REASONS WHY LESS IS MORE.

By Kelly Bennett

DEAR KELLY: Last week I visited Brian at his shop. He’s been pretty stressed out and he asked me to simply observe his operation for a day. By closing time, I was drained based on what I saw. I said to Bruce, “Hey, Pinball – wanna go for dinner?” You see, he’s bouncing all over the place. It reminded me of Dr. Richard Swenson’s statement that the average manager is interrupted 232 times a day.

I think Brian endures that many interruptions by lunchtime. Frankly, I was so overwhelmed I had no idea what to tell him. How does he even begin to get his hectic house in order?

-Erol

DEAR EROL & BRIAN: “Pinball” – now that’s a funny nickname! My staff used to call me “hummingbird,” which prompted me to do a little research on these fascinating birds. Here are some interesting facts: The largest, the giant hummingbird, has a wing beat rate of 10-15 per second. (The fastest recorded rate: about 80 per second.) A heart rate of 1260 beats per minute was measured in a blue-throated Hummingbird.

No wonder hummingbirds spend most of their time eating – they’re constantly expending energy.

I’ve spotted hummingbirds outside my window. They flap their wings like crazy, and yet they just remain in the same spot.That’s what it was like for me,

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too. I know when you started it was the same for you, Erol. Ditto for Brian.

Recently, I was sitting out on my deck and I spotted a bald eagle flying by overhead. Effortlessly soaring, he was covering a ton of real estate, and doing so in majestic fashion. I suspect an eagle has a much lower heart rate than a hummingbird.And I remember thinking, “Wow, would I love to learn how to transition from hummingbird to eagle.”

Here’s what I learned about eagles: The bald eagle can have a wing span of up to eight feet and can weigh up to 15 lbs. They swoop down to seize fish in their powerful, long talons (approximately 1,000 pounds of pressure per square inch in each foot.) Bald eagles have been recorded at 44 mph in level flight and their diving speed is estimated at 75-100 mph. They can fly at altitudes of 10,000 feet and can soar aloft for hours using natural wind currents and thermal updrafts.

I think one of the best things I’ve done recently in order to “reboot” was take a full day away from everything and everyone just so I could just think in peace. Our brains and thought processes are sometimes so used to playing pinball that we just let it happen. I checked into a hotel, left my cell at home, put the Do Not Disturb sign on the door handle, unplugged the phone, clock radio and TV and thought long and hard about my business and personal life. I jotted down lots of notes.

I also read a terrific book called The

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2. I knew I was drinking way too much coffee every day. It was making me extra hyper. Now, I only drink one really strong cup in the morning and drink plenty of water throughout the day. When the brain is dehydrated it’s forced to operate at a fraction of its capacity. I also make sure to eat breakfast every day for added energy.

down with urgent small stuff.

I still have the list that I wrote that day. In fact it was my screen saver for months, along with a picture of a hummingbird and an eagle. Here’s what I wrote: 1. Just say NO. I concluded that every time I said yes to one thing I had to say no to another. Saying yes to one more car a day sometimes meant telling another customer his car wouldn’t be serviced – even if that customer had already booked an appointment or already had his car at the shop. Indeed, saying yes to one more car sometimes meant going without lunch – or not getting home in time for dinner with the family.

3. I stop for lunch every day, regardless of how busy it gets. I get out of the shop and turn off my cell phone.

In fact, last week I had lunch with my son, Scott. We both had our phones off and the uninterrupted conversation that followed was great!

4. I contacted every vendor I know – from the phone company to parts suppliers – and signed authorizations to facilitate monthly credit card billings.

This means less paperwork, fewer cheques, less mail, and less time thinking about getting bills paid. Plus, I now rack up rewards points. I’m heading to Europe this summer for four weeks. I have enough points to fly first-class

Larry Dickison

Paradox of Choice – Why Less is More by Barry Schwartz. The book focuses on reducing decisions, clutter, and distractions of our lives. Incredibly, by doing less, you can actually get more done.

I knew I had to drastically reduce the unimportant decisions I was making every day. I knew I had to focus on what was important and not get bogged

round-trip plus 25 free hotel nights.

5. I leave everyday at 6 p.m. Period.

I’ve learned to abandon the day and get back to it all tomorrow.

6. I use a great work order rack system and it reduces the communication with all of my staff. This means fewer questions and decisions. This has freed up a large chunk of time.

7. I don’t take calls during the first two hours of the day and the last two hours (unless it’s something that urgently needs my attention.) In so many instances, customers asked me a question that could’ve been answered by a service advisor. In almost every case, when they find out I’m not available they have the advisor take care of it. I’m amazed how many times my service advisor can handle the daily stuff that comes up. I empower staff to make a lot of decisions.Trust me: it works!

8. I knew I had to have more of a life outside my business. I knew I needed a hobby. A very good friend of mine, Bob Ball, loves working with stained glass. It brings him a lot of peace of mind and time to think, reflect and create. I decided to follow in Bob’s footsteps. It sounds weird, but this is something I always look forward to now.

9. I’m in the habit of reading 30 minutes daily. My day isn’t complete without doing so; I find the knowledge I gain every day helps enrich my life.

Speaking of reading, I’ve set aside time this morning to work on my Europe trip plans.We are planning to do 11 countries in four weeks. I guess that will be like “pinballing” all over Europe.

But this will be a fun kind of pinball.

As usual, Erol, I’m only an email away.

Kelly Kelly Bennett is a certified management trainer and has been coaching automotive repair shop owners since 1990.

You can reach him at kellythecoach@aol.com.

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obile air conditioning as we know it is undergoing some significant changes. And I’m not merely referring to a new type of refrigerant coming down the pike. Rather, a myriad of new and exciting technologies is quickly headed our way.

As you may have already heard, the European Union (EU) has banned the use of R-134a in all new model platforms as of this year. The EU is also completely forcing the phasing out of R-134a over the next few years.

When the search was on for a replacement, they were looking at a few alternatives such as R-744 (just CO2, but it had pressure and sealing issues), R-152a (it’s flammable) and HFO-1234yf (slightly flammable, but almost a “drop-in replacement”).

Volkswagen, Audi, and MercedesBenz to – name a few German carmakers – were all working with R-744, but they gave that up in favour of a more direct drop-in replacement, HFO-1234yf. To incorporate the use of R-744 would be too costly in terms of new equipment and this refrigerant would severely impact the cost of a new vehicle. As well, it wasn’t even close to being a drop-in solution.

The EU has since given the OK to use HFO-1234yf – and the EU isn’t alone. The Japanese Auto Manufacturing Association and the Environmental Protection Association (EPA) in the United States has adopted its use in new model cars and trucks. General Motors said last summer that it would start using HFO-1234yf in all of its 2013 models. GM has since backed down a touch on this aggressive replacement strategy (the company is worried about HFO-1234yf supply issues.)

SAE International J Standards were released in February – a set of new regulations for the handling, charging, recycling, leak detection, hose construction, fitting size and dimensions. HFO-1234yf is slightly flammable, so this has to be taken into consideration when tools are being designed. Although the J Standards have been produced, many have yet to be finalized.

New regulations by the EPA in the U.S. will bring about a 40% improvement in fuel economy by the year 2016 and this is going to have a big effect on the way the manufacturers provide climate control in their new cars and trucks even though the effects of leaking refrigerant into the environment are actually small compared to tailpipe emissions. The extra load of AC operation creates more pollution by burning extra fuel – something all manufacturers are trying to curtail. And one way they can do so is by changing the part that requires the most power to run: the compressor.

AC compressors have shrunk considerably since I started in 18

CANADIAN TECHNICIAN APRIL 2011

Cooli

By Jeff T

the trade. They used to be the size of a lawnmower engine and provided enough cold air to cool the average home. Compressors have become much smaller and more efficient, but size alone isn’t the only change in the offing.

We’ve all seen and diagnosed variable displacement compressors given that such compressors have been around for quite some time. As the demand on the AC system is reflected in the pressure/temperature in the evaporator core, a swash plate in the compressor is moved, thereby affecting the pumping stroke of the pistons. Higher evap pressure/temperature means longer piston stroke increasing refrigerant flow and volume, lower pressure/temperature means lower stroke, lower flow and volume. This was first accomplished with a small mechanical diaphragm valve mounted on the compressor. As the cabin temperature of the vehicle drops, so does the load on the AC compressor. Lowering the load on the engine equals better fuel economy and lower emissions.

It doesn’t stop there. The next logical step is to involve computer control. And in 2001, Denso did just that. Denso

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ing It M

obile air conditioning technology is rapidly changing.

Here’s what you need to know about the AC developments that are headed our way.

ff Taylor

replaced the mechanical valve with a solenoid and added a couple of temperature and pressure sensors feeding information to the PCM. The result: we got the first electronically controlled variable displacement compressor. Instead of the evaporator pressure/temperature controlling the output of the compressor, the PCM now controls the output of the compressor and controls the evaporator pressure/temperature.

With the use of automatic temperature controls becoming more common, this means the PCM can be told when to increase the compressor’s output or decrease it to reach the desired cabin temperature. The result: less engine load, better fuel economy and fewer emissions.

Denso has gone one step farther in the quest to be smaller, lighter and more efficient: the company has eliminated the magnetic clutch. Denso was the first to build an AC compressor that is always on – the constant run, externally controlled variable displacement compressor. GM and Subaru are using this style of compressor on most new models (2009-2011) and Toyota has been doing so since 2007.

With this type of technology, anytime the engine is

running, so is the compressor. This solves a number of issues, such as seals not being lubricated to oil pooling, idle surges from clutch engagement and other problems.

Using the PCM to control the position of the swash plate in the compressor, the output can be reduced to practically zero. Such an AC compressor control can result in almost ½ mile per gallon better fuel economy. Some GM vehicles even have sensors that are monitoring the temperature of the windshield and relative humidity at the windshield (inside the car) and the temperature of the humidity sensor in order to calculate the risk of the windows fogging up. If the HVAC unit has this information, it will adjust the AC compressors output to the lowest level it can for better fuel economy without causing the windows to fog or mist up.

Constant run-style compressors are usually equipped with a breakaway driveshaft that will disengage from the drive pulley in the event of a failure. Both styles of variable displacement compressors use a PWM signal to control the position of the swash plate so testing is going to require some sort of scan tool.

Don’t forget the things we’ve learnt about old style variable displacement systems: the pressures may seem OK but we have to rely on duct temperature for proper diagnosis. GM’s diagnostic chart is very similar to the one used for a variable non-electronic compressor from the early 1990s. GM wants you to note the temperature and relative humidity before you start, run the cooling fans on high and use a temp probe in the far left and far right outlets. GM wants you to make all kinds of gauge readings, from static position to full demand. Then you are expected to use a chart (provided by GM) as a starting point for diagnosis.

Getting rid of the magnetic clutch on a compressor is huge but with the advent of more hybrids and full electric vehicles entering the market there are lots of AC compressors out now that are 100% electric. The use of an electric compressor reduces the load on the engine compared to a belt. This adds another dimension to AC service.The first thing we have to do is look at the compressor and decide what’s running it if there’s no belt (which is the case with the Toyota Prius and the Chevrolet Volt.) But some vehicles have a shared system where the compressor is split. In the event of an idle stop, half the compressor is driven electronically when the ICE (internal combustion engine) is running; meanwhile the belt drives the other half (treat this as an electric model).

Of note, safety is a big concern. We have to decide if the compressor is being run by three phase AC voltage or by a brushless DC system using the vehicle’s high voltage DC battery pack for power. The best way to decide is to look at the compressor. If there are large bright orange or light blue cable covers on the harness going to the compressor then you’re dealing with high voltage. Certain safety precauAPRIL 2011 CANADIAN TECHNICIAN

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tions will need to be taken before service is performed, and a proper service manual is needed. An electric compressor gives the PCM or control module the ultimate in output control using pressure and temperature sensors to detect load and demand. The electric compressor hasn’t been around long compared to its belt-driven relative, but it’s also undergoing tremendous development. Denso was able to develop a new method of motor winding and reduce the size and weight by up to 53% over a conventional electric compressor. This leads to even better fuel economy in hybrids.

Although these electric compressors function pretty much like a full beltdriven system, there’s one major difference: the oil that lubricates compressors. In the electric compressor, the electric motor is internal and in contact with the oil. Special nonconductive oil is required, POE is the designation and the manufacturer will specify the viscosity. Less than 1% contamination with PAG or other nonrecommended oil can damage the system and cause voltage to leak out of the system via the case. This can even set trouble codes. DTC P0AA6-611 (Hybrid Battery Voltage System Isolation Fault) can be caused by contaminated AC compressor oil in a Toyota. Some manufacturers state that if the system is contaminated with the wrong oil, every component needs to be replaced. Does this mean if you’re servicing an AC system with an electric compressor you’re going to need a separate dedicated charging/recover system? Maybe there’s enough oil left in the lines of an AC machine to contaminate the system and cause a problem? However, given that the same refrigerant (R-134a) is being used, most manufacturers have come up with line flushing procedures. GM and Toyota give very specific details on how to handle this situation. The best route is a set of dedicated lines and an oil injection system.

Bottom line: HFO-1234yf is coming our way and this is going to require new machines for filling and recharging. As well, new equipment will be required for leak detection and for identifying

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refrigerant (once standards are agreed upon.) The use of variable displacement compressors (with or without a clutch) is going to require a few more tools, some as simple as two thermometers (or as complicated as a scan tool.) Hybrids are here for awhile yet, and many hybrid vehicles are now off warranty and in need of service. As technicians, if we’re going to repair these vehicles, some

decisions are going to have to be made in terms of equipment investment and training for proper service. And yes, we’ve been down this rocky road before with regards to the R-12 to R134a conversion process.

Déjà vu, anyone?

Jeff Taylor is a technician at Eccles Auto Service in Dundas, Ont.

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Oxygen Therapy HERE’S

WHAT YOU NEED TO KNOW

ABOUT WIDEBAND OXYGEN SENSORS.

By Todd Green The wideband oxygen sensor is technology that has been part of production vehicles for more than a decade now. As opposed to a conventional sensor that is accurate only at stoichiometric, the wideband sensor is accurate through air/fuel ratios of 11:1 to 20:1. At the OEM level, the wideband sensor has become a useful tool in the pursuit of reduced fuel consumption and emissions. At the other end of the spectrum, the tuning community has found these devices useful for custom ECM programming. As with any modern oxygen sensor, an internal heater ensures operational temperature of the sensor is quickly achieved.

A basic understanding of how the wideband sensor functions is required in order to decipher the scan data. The wideband sensor shares technology with a zirconia sensor, but with some additional internal pieces. In some literature an oxygen sensor may also be referred to as a Lambda sensor.

air/fuel mixture relationship.

When there’s a large difference in the oxygen concentrations (rich air/fuel mixture) there’s more ion movement within the ceramic layer and a higher voltage is produced. The expected voltage range for a zirconia sensor is approximately .050 volts to .950 volts.

current is applied to the pump cell, it will increase or decrease the quantity of oxygen in the chamber, depending upon polarity. As a result, the Nernst cell will change its voltage output.

The engine controller is programmed to keep the Nernst cell at a constant 450mV. If the exhaust gas has

Most technicians are comfortable interpreting this data.

The wideband sensor contains a Nernst cell and another component called a pump cell. The pump cell is attached to the Nernst cell. When a voltage is provided to the pump cell, it will attract or repel oxygen.

There’s a small passageway that allows exhaust gas into the chamber between the pump cell and the Nernst cell.When

an excess of oxygen, the Nernst cell will output a voltage lower than 450mV. To compensate for this low voltage situation, the control module will create a positive current in the pump cell. This will remove oxygen from the diffusion gap and allow the Nernst cell to produce 450mV. If the exhaust gas is low in oxygen content, there’s a lack of oxygen in the diffusion gap and the Nernst cell will

THEORY OF OPERATION A conventional oxygen sensor (Nernst concentration cell) contains a zirconium-oxide ceramic layer. On one side of this ceramic layer is a reference sample of oxygen; the other side of the ceramic layer is exposed to exhaust gas.

When the oxygen level in the exhaust is high, the difference in oxygen concentration between the sample of air and the exhaust gas is small, and a low voltage is produced. “Low is Lean” is an easy way to remember the voltage

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have a voltage higher than 450mV. The engine control module will now send current in the opposite direction (negative current) to the pump cell.This will attract more oxygen into the diffusion gap and lower the Nernst cell voltage to 450mV.

DATA INTERPRETATION The short version of the story is the pump current becomes the control module’s method of measuring Lambda or air/fuel ratio. There are three ways that the wide band sensor data may be presented to the technician via scan tool: First, the pump current number is one data parameter used by manufacturers. Given a properly-functioning sensor, a positive current indicates a lean mixture and a negative current indicates a rich mixture.

Another potential scan data parameter is a Lambda number. A Lambda reading of 1 equals stoichiometry, or a 14.7:1 air/fuel ratio.

Lambda numbers higher than 1 indicates a lean mixture and numbers lower than 1 indicates a rich mixture. To calculate exact air fuel ratios, take the Lambda number and multiple it by 14.7.

If a voltage number is provided as the scan data, the number is based on the pump cell current going through a calibrated resistor. An “engine off ” condition will provide approximately a 4.00 volt reading. A stoichiometric air/fuel mixture will deliver approximately a 2.50 volt reading.

Lambda number, voltage output, and amperage.

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converter gets hot. Attach a scan tool, start the engine and monitor loop status.

As soon as the vehicle hits closed loop, look at the data from the wideband sensor versus the data from the post catalyst oxygen sensor.

The post catalyst sensor is most often a conventional zirconia sensor. If the rear sensor reads very high or very low – and the front sensor is indicating “stoichiometric” – chances are good the front sensor is sending false information.

Use the post catalyst sensor to verify the operation of the front oxygen sensor.

One last diagnostic point to keep in mind: a high oxygen content doesn’t always indicate a lean mixture. A leaking exhaust or a misfire can cause the oxygen levels to go up, which will effectively confuse the PCM. Todd Green is a journeyman automotive technician and a member of the Society of Automotive Engineers (SAE).Todd can be reached at grumpymechanic@shaw.ca.

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In some wide band sensor failure situations, the scan data may indicate all is OK, and no trouble codes are set. The Lambda number may be 1, and yet the engine runs poorly.

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TRANSFORMING COMPLAINTS We’re told time and time again that “the customer is always right” although we know that’s not true.

However, when it comes to some customers, there are ways to turn complainers into happy campers.

By Mohammad (Shah) Shahzad S.A.E., D.M.P Automotive Engineer/Doctor of Motors

INTO COMPLIMENTS “The customer is always right.”

This statement might serve as a business philosophy, but this catchy albeit clichéd phrase should never serve as the foundation for a business model.

Let’s be frank: sometimes certain customers are never right.

Even so, we don’t always have the luxury of being brutally honest with our clients by telling them they’re dead wrong. After all, it’s always a prudent business strategy to embrace positive customer relations. A customer should be treated politely and fairly and with dignity and respect – even when he’s wrong. At the end of the day, customers pay the bills and bankroll our salaries.

Without customers, we’re nothing.

However, it is satisfied customers that are so vital for success. Unhappy clients can hurt a business by simply going elsewhere for their automotive repairs and maintenance needs.

Being in the automotive service business, you require many different talents, a keen sense of discretion being one of them. When you’re dealing with angry and difficult customers, sometimes you need to be both judge and jury. Often, you don’t have the luxury of making a wrong verdict given the impact on your business.

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CANADIAN TECHNICIAN APRIL 2011

So it is that when complaining customers pay a visit, you have to act as a benevolent referee. Your first step is to determine whether the problem is real or imagined. Discovering the truth can be difficult, but it’s your responsibility to thoroughly and fairly investigate the situation. It’s a best practice to involve your customers in the resolution process by test-driving their cars with them to determine the root cause of a problem.

Consider these real-life case studies that show how an angry customer complaint can be transformed into a genuine compliment (as well as an additional revenue-earning opportunity.)

1. Every customer concern brings with it a learning opportunity. As a customer relations manager, I often come across situations where the customer truly believes he’s right based on his own observations and perceptions. Case in point: recently, a distressed customer came back to the shop with an oil leak complaint after service. I apologized for the inconvenience and thanked him for bringing the issue to my attention. However, the oil was leaking from the transmission pan seal/gasket – not from the engine oil filter or drain plug after the oil change.

I therefore recommended replacing

the transmission pan gasket to avoid an expensive transmission breakdown. The customer appreciated this advice, approved the repair, and expressed satisfaction with our effective resolution process. In return we earned his loyalty and trust (better to replace a transmission pan gasket than an entire transmission) and he has since returned for additional services.

2. Awhile back, an angry customer approached me about a brake noise issue after we performed wheel balancing on her vehicle. I took the car for a road test with her in the passenger seat and I soon discovered the noise was due to ABS activation on slippery roads.

The customer knew nothing about ABS (she had recently purchased the car as a used model.) I went on to explain the safety function of the anti-lock brake system. In doing so, I regained her trust.

From angry to appreciative, she was grateful for my ABS tutorial and is now a regular customer as well.

3. An upset customer stated that the right front tire was free-spinning while making a left turn at a particular intersection (we had previously performed a four wheel alignment on his car.) I took the car for a road test on the same hightraffic location to find out the root cause.

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That area is very busy for left turn traffic and due to the long wait, most older cars leak oil on that spot. This results in a slippery surface condition. Since the front right wheel has more torque and traction on front-wheel drive cars, the right front tire would spin on the same oily spot due to rapid acceleration. I explained the situation to the customer. He was grateful for the tutorial, and again, we now have a new loyal customer.

All of the above scenarios have one thing in common: the customer believed he or she was right to be angry.

But instead of getting into a confrontation, the problems were resolved in a way that was mutually satisfactory – and, more importantly, the customer was fully involved in the resolution process. Proof positive that corrective measures can turn complaints to compliments.

It takes an effort, however. Sometimes one’s ego can be his worst enemy when coming to grips with truly legitimate problems. Occasionally we stop listening, and as a result, we might fail to act in time. The result: a customer service “issue” transforms into a non-repairable customer service “disaster.”

Notably, a good business is one that employs those who are both responsive and responsible. Never commit the cardinal sin of Marketing 101: overpromise and under-deliver. As well, it only makes for good business sense to develop and follow a standardized company policy relating to car inspection, repair procedures, customer relations and promotional messages.

And ensure you have such a policy in writing. Make certain it’s consistent, and demand that all technicians and advisors follow it. Having such a code of conduct will help verify and resolve customer concerns, especially if a particular staff member is off duty or no longer with the company. There’s nothing more embarrassing or unprofessional than having employees on duty who aren’t familiar with the shop’s internal policies and procedures.

The variety of a customer’s concern can be limitless. Maybe the repair wasn’t properly carried out; perhaps an employee was rude. Or maybe the concern is based on something completely irrational – i.e., perhaps the

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customer didn’t like the colour of your skin. Criticism can be about anything or anyone and if you’re going to succeed in the automotive business, you’ll have to master the art of customer service excellence.

Granted, sometimes we run into the “customer from Hell.” You know the type: the person who goes out of his way to manufacture problems. He might have a temper tantrum in your shop or kick your counter or be verbally (or even physically) abusive. Alas, sometimes it is simply not worth earning such a customer’s loyalty. You will have to “fire” that customer.

Unfortunately, it’s been my experience that there is about 3% of customers that you’ll never be able to satisfy – no matter what. They’ll take and take until you have nothing left to give. When this moment arrives, I hope you’ll have the courage to make the right decision and say goodbye to those customers. It is far more effective in the long run to give 100% of your attention to the lion’s share of your loyal customers than constantly chasing after the 3% who will never be happy.

But make no mistake: if a customer is undeniably right about his concern, there’s simply no room for negotiation.

The situation has to be rectified and resolved; you have to ensure the customer must leave completely satisfied.

Incidentally, you do have some “skin in the game” when it comes to client retention. It costs six times as much to attract a new customer than it does to keep an old one. Customer satisfaction surveys reveal that 95% of complaining customers will do business with you again – IF you quickly and fairly resolve their complaints.

Bottom line: maintaining an excellent level of customer service isn’t easy. And it takes some effort to transform complaints into compliments.

But the rewards are worth the effort.

Mohammad (Shah) Shahzad is the Manager, Customer Management Operations at The Brimell Group-Brimell Toyota/Scion/Paint & Collision Centre in Toronto. He welcomes your feedback and can be contacted at (416) 292-2241 ext.4110 or email him at shah@brimelltoyota.com.

APRIL 2011 CANADIAN TECHNICIAN

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BOOKMOBILE

By David Menzies Welcome to our new semi-regular feature, Bookmobile, in which we shine the spotlight on those books that cover our favourite subject matter: cars.

Stupid on the Road: Idiots on Planes, Trains, Buses, and Cars by Leland Gregory (252 pages, Andrews McMeel Publishing.)

As you drive into the shop in the morning and witness all sorts of idiotic motoring occurring, you might find yourself asking the question: “What’s wrong with these drivers – are they stupid?” Well… yes. At least, that would be the conclusion of Leland Gregory, author of Stupid on the Road.

Delving into an archive of news clippings spanning several decades, Gregory highlights those tales wherein stupidity reigns supreme. Of note, sometimes cosmic dumbness occurs when certain people attempt to repair vehicles.

Examples: “A man left the Go-Go Rama bar on Route 35 in New Jersey, got into his vintage Mustang, and turned the key, but the car wouldn’t start. He knew the starter was faulty so he pulled out an old screwdriver and popped the hood.

Knowing just enough about cars to be dangerous, the man used the screwdriver to create an arc across the solenoid, giving the starter a jolt of electricity it needed to turn the engine over. The trick worked like a charm, but unfortunately the man wasn’t living a charmed life – he had left the car in gear. As soon as the engine cranked up, the car lurched forward and drove over both a fifteenfoot embankment and its owner – making him one of those rare people who have actually run themselves over with their own cars.”

Alas, it is not just DIY dolts who are responsible for acts of repair job idiocy. Consider the borderline insane approach a Michigan technician took when it came to diagnosing a truck that was brought into the shop.

“An auto mechanic from Alamo, Michigan couldn’t locate a mysterious rattle in a tuck left for him to service, so he asked a friend to drive while he hung underneath the truck to locate the source of the noise. Unfortunately, his clothes got wound around the drive shaft. The knock is still around, but the mechanic isn’t.”

Car Wreck: How You Got Rear-Ended, Run-Over & Crushed by the U.S. Auto Industry by Mark Ragsdale, (236 pages, Langdon Street Press.)

If you’re planning on buying a new car in the near future, Car Wreck should be required reading.

For starters, the author, Mark Ragsdale, brings an insider’s perspective to the car biz. After all, Ragsdale used to own several car dealerships and once served as a director for the Massachusetts State Automobile Dealership Association.

Thanks to such a pedigree, Ragsdale expertly describes the interrelationships between dealership sales, bank/manufacturer financing, and car manufacturers as codependent business relationships that are often riddled with envy, distrust and misunderstanding. Ragsdale promises his book will “raise a few eyebrows and downright embarrass people” – and he keeps his pledge.

Case in point: Ragsdale points out that most consumers assume car companies, dealers, and banks conspire to relieve you of your money. Alas, “nothing could be further from the truth,” he writes.

“We are too busy cutting each others’ throats to stomach one another.”

Another revelation: “Unholy, unethical and immoral alliances between unions, the federal government, and car companies trample our laws under foot.The casualties of their unfettered actions include thousands of otherwise profitable businesses now forced into bankruptcy! Apparently, they are not ‘too big to fail’ in the eyes of our politicians.”

Should the book’s title and subtitle fail to grab you, perhaps the chapter titles will generate some interest. Examples: “The Car Salesman’s Language: Why They Keep Using It ... Even Though You Hate It”;“Why You Will Never Get ‘Enough’ for Your Trade-in... No Matter What You Paid For It”; “How Rebates and Rental Cars Cost You Money... More Than You Could Ever Imagine”; and “How Short-Term Thinking Wrecked the Industry... and Pummelled Your Wallet.”

Aside from pointing out the problems, Ragsdale also outlines numerous “industry fixes” for the car business.

Whether his sage advice will be adhered to in the years ahead is anyone’s guess.Yet, one thing is certain: upon reading Car Wreck cover to cover, you’ll likely never enter a new car showroom in quite the same fashion as you had before. As Ragsdale adroitly notes in the book’s prologue: “I am going to teach you all the things you’d never know about the car business by telling you all the things I shouldn’t.”

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continued from page 30

My heart lurched in my chest. “No! Don’t do that! Er, I mean, there’s got to be an answer. Let me check with Basil.” I hurried off to the parts room where Basil was doing some web research on another issue. “Quick, find what you can on Chrysler power steering pump noises – Beanie’s about to start singing again!”

Sweat poured off Basil’s forehead as he scanned the help forums for suggestions. “I think I’ve got something,” he said finally. “That’s a 2005 model, right? It says here that they’ve been having problems with the fine mesh filtering screens inside the reservoir. They plug up and restrict the return flow of the fluid. The recommended repair is to replace the reservoir housing.”

“Replace the housing? Can’t we just clean the screen?”

So we tried that. Beanie drained the pump and reached in through the fill hole with a small brush to clean what he could.

But upon refilling it, things were no different. “Okay, okay, I’ll order up a new reservoir,” I said. “But I hope that fixes it.”

Once Beanie had the new reservoir installed, the pump was as quiet as could be. “Grrr. I’m going to get to the bottom of this,” he growled. He took the old reservoir and cut it open.

What he found was a hard-to-remove black substance coating about half of the very fine screen inside. “That must be the restriction,” said Beanie. “Who would’ve known?”

Tooner stared at the plugged screen and chewed his lower lip. “I wonder…” He removed his coveralls and started washing up. “I’ll see you guys in the mornin’.”

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The next afternoon, Beanie received a phone call from Ham Hockley. He looked worried as he hung up the phone.

“What’s up, Bean?”

“I have to meet Ham at the theatre after supper,” he said glumly. “He says he’s gonna redo all the auditions.”

After Beanie left for the day, Tooner filled us in on the details. “I knew somethin’ was hokey ‘bout that screen test the other day, and that power steering pump got me thinkin’.

So I went to see Ham and asked him when was the last time he’d had his hearin’ checked. Turns out his ears were full of eraser dust from his ear pickin’ habit.” He chuckled. “Ol’ Doc Manic cleaned out his ears for ‘im, and now he’s gotta retest all his singers.”

Basil smiled. “So with any luck, the town will be spared from Beanie’s cruel crooning in the community play.”

“That’s worth celebrating!” I added two more sugar cubes to my coffee. “Though I do feel bad for Beanie’s sake.”

Tooner shrugged. “Hey, that’s show biz. When you’re hot, you’re hot…”

Basil and I agreed:When you’re The Bean, you’re not.

Rick Cogbill is a licensed technician and former shop owner in Summerland, B.C. His book A Fine Day for a Drive is available online at www.thecarside.com. Read more about Rick's humanitarian work in providing skills training to Africa at www.mercytechmission.com.

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The Car Side

By Rick Cogbill

Screen Test Blues A local drama production results in lights, camera, and plenty of inaction down at the shop.

Tooner shoved a handful of greasy popcorn into his mouth.

The half-empty bag wavered under my nose. “Want some?”

My stomach churned as I looked inside. A triple dose of hot butter mixed with black grime from Tooner’s hands had left a line of dirty streaks behind. “I think I’ll pass. Basil?”

Basil shook his head and put a finger to his lips. It was time to begin.

“Okay, places everybody!” Ham Hockley, theatre director for our community plays, called the auditions to order. He poked absently at his left ear with the eraser end of his pencil as he consulted his clipboard.

“Hmm… Beanie Madison, it’s your turn. Maestro? If you please… ” Beanie stepped nervously up to the microphone as the pianist hit the opening chord. We braced ourselves, but it wasn’t enough. Car alarms went off in the parking lot as Beanie blasted his first note.

“Yikes! What was that?” Tooner stared us at from under the next chair. “I ain’t heard anything that bad since my alternator bearing seized.”

Basil grimaced, his fingers jammed in his ears. “Surely this will be the end of Beanie’s singing career. I’m not a vocalist, but that… that…”

“That was magnificent!” shouted Ham. “Beanie, you’ve got the part. Rehearsals are on Tuesday nights.”

We drove back to the shop in stunned silence while Beanie whistled a merry tune. The rest of us had come along on his noon hour audition to offer moral support – after all, we worked with him day in and day out; we knew how bad his

singing was. But now we were the ones needing support.

“Sheesh,” mumbled Tooner as we struggled into our coveralls. “There’ll be no livin’ with him now. He thinks he’s God’s gift to music.”

Basil shook his head in disbelief. “What I can’t figure out is why Ham gave him the part. It’s like he was tone-deaf.”

“Tone-deaf?” I snorted. “You’d have to be stone-cold dead not to hear what we heard.”

Loud wailing echoed through the service bays – Beanie was singing up the perfect storm. I grabbed some ear protectors.

“Wish me luck. I need to give junior his next job.”

Beanie read over the work order. “Noisy power steering when hot? No problem; these Chrysler minivans have had lots of power steering issues. I’ll try the old ‘extend the return hose’ trick.”

An old service bulletin recommended removing the front return hose from the cooler and replacing it with three feet of power steering hose wrapped in a corrugated wire cover. It’s long, but you can curl it over the top of the cooler and tie it down with zip straps, both to the cooler in front and to the lines at the back.Then using only Chrysler’s ATF+4 fluid, drive it to get all the air out. The procedure was supposed to help with all kinds of noise problems, but in this case it didn’t work.

It was now late in the day, and Beanie was at a loss. Every time we turned the steering wheel, the pump whined loudly.

“It’s like the fluid is aerated,” I said, shutting of the ignition.

Beanie pulled the cap off the reservoir and peered inside with a light. “Yup, it is. I can see lots of tiny bubbles.” He sighed. “I feel like singing the blues.” continued on page 35

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