Canadian Technician June 2011

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

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Readers’Issue III

Almost everything contributed by you.

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contents

Canadian Technician • June 2011 • Vol. 16 No. 5

READER CONTRIBUTIONS

Un-Drivable............................................................. 7

By Ian Kralt

Screw Job............................................................... 8

By Ed Jagt

The Problem with Wheel Switchovers ................. 11

By Greg Starosta

How to Deal with the Doubting Male................... 12

By Leslie Simpson

Dealing with Difficult People ............................... 15

By Todd Green

Top 10 Auto Shop Rip-Offs....................................16

By John Norris

DEPARTMENTS

Can Your Business Function Without You?.......... 17

By Bruce Eccles

Brake Fluid 101 ................................................... 19

Editorial ......................................................................5 Auto Puzzle ..............................................................28

By Ken C. Hart

COLUMNISTS

The Secret of My Success.................................... 21

By Erol Yersel

Nine Things I Hate About You............................... 22

By The Unknown Mechanic

The Best of Both Worlds ...................................... 24

By Allan Haberman

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The Car Side

By Rick Cogbill

Goodbye and Good Riddance, Grease Monkey.... 26

By Mohammad (Shah) Shahzad

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EDITORIAL

VOLUME 16

Story Time

NUMBER 5

By David Menzies

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

“What a Story!”

By Wayne Moore Phone (905) 632-8770

long with a larger brain, opposable thumbs, and the ability to create (and control) fire, storytelling is surely one of those key characteristics that set human beings apart from the rest of the critters populating the planet.

A good thing, too. After all, many millennia ago, when Early Man was huddled around a life-sustaining fire – those glorious flames providing both warmth and protection for our “hairless ape” ancestors – what else was there to do but spin a tale or three?

Indeed, everybody loves a good yarn.

From Aesop’s ancient fables (that still resonate today) to the latest 3D/surroundsound action flick on a modern-day IMAX screen, we have a seemingly insatiable appetite for stories – be it short stories or tall tales.

In fact, anyone with a young child is undoubtedly aware that one of their most oft-repeated phrases is, “Tell me a story.” Granted, it does get rather annoying that upon hearing the obligatory end note (“…and they lived happily ever after”) Junior will routinely fire back, “And then what happened?”

Thus, without further ado, welcome to our third annual Readers’ Issue in which almost the entire magazine’s content consists of stories submitted by you, our cherished subscribers.

Content-wise, the stories are delightfully all over the map. Examples: ■ Erol Yersel (yes, the Erol from Kelly Bennett’s Management S.O.S. columns) details why his ever-bustling Cochrane, Alta., shop has to routinely turn down business in “The Secret of My Success.”

■ In “Screw Job”, Ed Jagt of Pro-Tech Tire & Auto in Barrie, Ont., takes CTV’s W5 to task for how the show portrayed

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the automotive aftermarket in a segment that aired in April.

■ Leslie Simpson, co-owner of Simpson Auto in Chilliwack, B.C., recounts how a keen sense of humour has helped her get by in a testosterone-dominated industry in “How to Deal with the Doubting Male.”

■ Bruce Eccles, owner of Eccles Auto Service in Dundas, Ont., looks back at the horrific (and almost fatal) motorcycle accident he endured last fall. In “Can Your Business Function Without You?”, Bruce outlines how his three shops continued to function on all cylinders –even though he was hospitalized for months.

■ And a mysterious contributor (going by the pen name, The Unknown Mechanic), outlines those annoying customer characteristics that tend to drive shop owners crazy in “Nine Things I Hate About You.” Enjoy!

Oh, as that obnoxious announcer used to say on those uber-cheesy Ronco TV ads of yesteryear: “But wait! There’s more!” Namely, if you missed out on contributing to the Readers’ Issue – but you really have something you’d like to get off your chest – we publish It’s Your Turn on a regular basis. Please don’t hesitate to send submissions to me at david@canadiantechnician.ca.

If your rant doesn’t quite constitute a full-fledged column, we also regularly publish a selection of letters to the editor.

And finally, we’re always looking for your input when it comes to our other regularly-scheduled departments such as Reader Rides, EyeSpy, and Idea of the Month.

So keep those emails coming. After all, without you – and your valued contributions – we’re nothing.

JUNE 2011 CANADIAN TECHNICIAN

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Un-Drivable I had no idea how many unsafe beaters are on the road until I got a job at Canadian Tire.

By Ian Kralt y career as an Automotive Service Manager is precisely two months old.

Obviously, I’m still encountering a huge learning curve. I was hired for my ability to run a business and the expectation is that my business experience will soon be matched by my knowledge of the automotive industry. A daunting task indeed.

With that in mind, I’d like to share a few anecdotes regarding how people treat (mistreat?) their vehicles up here in northern British Columbia.

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I asked him if he fully understood that he didn’t have any brakes and the vehicle was essentially “un-drivable.” In fact, we had serious reservations about allowing this minivan to leave the shop given the inherent safety risks. He

TRUE STORY #1: GIVE ME A BRAKE! A customer comes in stating he needs brake pads as his brakes feel soft and aren’t functioning properly.

As per our custom, I suggest that a technician should look at his brakes to determine exactly what needs to be fixed. The customer agrees and his minivan is raised on a hoist.

The technician takes off the wheels and digs into the brakes. Here’s what he finds: the front brakes were worn to the metal, and the rotors were so thin, you could’ve shaved with them. Both brake lines were cracked so badly it was a miracle there was any brake fluid left.

When the rear drums were removed, the brake components fell out and cascaded onto the floor. The shoes were completely ruined. Essentially this customer had been driving without brakes for quite awhile.

Upon inquiry, he admitted he’d been having “trouble” with the vehicle – a response that may rank as the understatement of the decade. We generated a quote for him (a significant amount.)

His response: he asked us to simply charge him for the time we had spent on his vehicle, put the wheels back on, and he’d be on his merry way.

A shredded clutch makes for a hairy situation.

blinked at me for a few moments, and then asked how much it would cost to make the vehicle roadworthy again. I simply presented the quote again. He shook his head and went off to contemplate the universe.

An hour later he called and told us to go ahead with the repairs. We did so, he paid, and he drove off grumbling into his beard. In my final conversation with him, I tried to explain how regular maintenance on his vehicle would virtually ensure that he wouldn’t run into this kind of situation again. He looked at me like as if I was speaking ancient Greek.

TRUE STORY #2: CLUTCH PLAYER We had a young customer tow his truck in, saying he needed a new clutch.

When our technician took it apart, it was completely shredded. We collected all the pieces, placing them in a box. I took some photos because the kid was

having his father pay for the work and daddy was quite upset upon hearing the estimate.

I asked for dad’s email address and sent along a photo. The credit card authorization arrived shortly after that.

Because we’re located in a small, remote town, it can be a lengthy process obtaining parts. Indeed, it took nine days for all the necessary parts to arrive. The kid called us every day wondering if his truck had been fixed yet.

It was a big job. When the work was finished, we phoned the owner and told him to come get his truck.

He showed up at the shop, argued fiercely with his dad on the phone in front of us (regarding how he’d pay him back), and then he grabbed the keys and zoomed off without so much as a simple “thank you.”

TRUE STORY #3: THE OLD “WHAT DID YOU DO TO MY VEHICLE ?”

ROUTINE I’m sure this occasionally happens all over the country. A customer’s vehicle is repaired and he comes back later stating, “Since you fixed problem X, I now have problem Y. What did you do to my vehicle?”

A response that generally puts things into perspective is this: “I had a similar problem. Shaw Cable recently installed Internet service in my house and now my stove doesn’t work!”

Humour can work wonders because more often than not, the customer laughs when he hears this line. The mood is then set to discuss what’s wrong with the vehicle. And how’s this for a happy ending? Nine times out of 10 we end up getting more work.

Ian Kralt is an Automotive Service Manager at Canadian Tire in Fort St. John, B.C.

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Screw Job A recent W5 report makes us look like a bunch of rip-off artists.

But in the aftermath, questions must be asked about W5’s methodology.

By Ed Jagt

s most of you probably know by now, in April, CTV’s W5 aired a report on the independent auto repair sector. Unfortunately, W5 seemed to go out of its way to portray our industry in a negative fashion. (If you haven’t seen the show, please view the segment online before reading the rest of this column.)

For me, the report was disturbing. For starters, I have to question the way in which car symptoms were portrayed to the service writer and technician. Some questions which should have been answered at the time of the work order being prepared surely should’ve included:

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■ How did you start your car to get it here?

■ Did you have to boost it?

■ Did your radio lose its preprogrammed stations?

■ Did you notice a security light flashing on your dashboard?

■ Does cranking the ignition make a click sound or any sound at all?

■ Does the engine turn over?

None of these questions were apparently asked. But we do see a Calgary service writer asking, “It takes a few times to start it?” and the undercover reporter replies, “After awhile, yeah.”

The point is, honest answers to these questions could have eased the diagnostic procedure on the car.

George Iny and his team of professionals at the Automobile Protection Association show us a method of testing

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CANADIAN TECHNICIAN JUNE 2011

a Macpherson strut out of a car.We see a slow return of a collapsed strut, based on their visual diagnostic result of how fast the strut returned to an un-collapsed position. Iny then remarks this is “normal.” Hmmm … no measure of resistance is conducted and no testing of temperature in the car after a road test with a temperature sensor is undertaken (accepted test procedures in our industry).

As well, Iny goes on to inspect brake fluid by dipping his ungloved finger into the fluid (not wearing any eye protection) and remarks, “That’s the normal colour of brake fluid a few weeks old.” What does that mean? Why isn’t an electronic tester or at least a test strip being used here? Step aside, Clark Kent – George Iny must be Superman to have eyes that work so exceptionally well.

As far as spark plug testing goes, the only visual check that could be made would be for cracks in the plug or carbon tracking down side of the spark plug. Why not use a scope test to watch the firing line to get a true sense of what the spark plug was doing?

When the show first aired, a few members of the Barrie & Area Automotive Repair Association brought it to my attention. I forwarded it on to dozens of friends and peers to see what their reaction would be. I received more than 100 responses in the first three days – comments ranged from, “We should hire lawyers” to “Let’s just collectively ignore it completely.”

Getting back to APA, the remark by Iny that “they [auto shops] try to grease you” in the case of the struts was fasci-

nating. The customer was shown a brochure which clearly states that some shocks and struts could be due for replacement after 80,000 km based on MAP tests. Iny’s team suggested a visual inspection, but did not explain what that entailed. All we saw was a collapsed strut on a floor rebound – no mention of a bounce or temperature test as previously noted. Where’s the “greasing”?

As for changing spark plugs in 10 minutes and a battery in five minutes (but charging an hour of labour at $115), Mitchell and AlData’s time guides notes that most spark plug replacements on a 4-cylinder engine pays .5 hours and most battery replacements with saving radio memory and security memory pays .5 to .7 hours.

Not to pick on other professions, but a very good friend of mine is a dentist and he “recommends” a Chlorihexidine rinse treatment after teeth and gum cleaning for $65 (although his cost is about $11). Another friend is a vet and he recently suggested that my dog’s teeth should be cleaned for (gulp!) $300.

I don’t discredit either one of these “recommendations” and it’s completely up to me to decide if I want these services performed. Same as a vehicle owner deciding whether fluid flushes and brake servicing should be performed on his car. Here’s my question: when is W5 going to go undercover to “expose” dentists and veterinarians? Just asking...

Ed Jagt is the owner of Pro-Tech Tire & Auto in Barrie, Ont.

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The Problem with Wheel Switchovers Technicians take note: that seasonal switchover from winter steel rims to all-season alloy wheels can potentially lead to a dangerous situation.

By Greg Starosta I’m a Ford master technician working at a Ford Lincoln dealership deep in the heart of Ontario’s cottage country. For the past few years, our dealership has run a popular promotion: whenever a customer buys a new Ford or Lincoln vehicle, we throw in a set of winter tires mounted on steel wheels.This is a terrific way to promote the use of winter tires given that so many people still incorrectly think that all-season radials are just as effective as winter tires once the temperature plummets and the snow starts falling.

However, what I’m seeing more and more of these days is a disturbing problem that comes about due to wheel swapping. Specifically, when a vehicle is running alloy rims in the summer and using steel wheels in the winter, I’ve observed on several occasions wheels coming loose in the spring – shortly after the summer wheels have been put back on the vehicle.

I’ve also discovered that most customers and even technicians don’t seem to be aware of this mysterious problem. So here’s hoping that sharing some firsthand knowledge on this matter will shed some light on this potentially dangerous situation.

For starters, based on several observations, the problem is two-fold. One problem is if the same wheel nuts are used on both sets of wheels; the other problem is with the hub mounting area for the rim.

By way of explanation, most steel wheels only have about 1/8" contact area on the taper of the wheel nut whereas the alloy rims generally contact twice that area of the taper.

The problem is with the taper on the nuts rusting during the winter months in the area of the taper that is normally contacting the alloy rim.

Evidently, the steel wheels will also wear into the taper causing a groove to form on the taper of the wheel nut, again affecting the contact area of the alloy rim. If the rust on the wheel nuts is not removed before they’re used on the alloy rims, the rust will crumble and result in a loose wheel.

If grooved nuts are used on the alloy rims, they will eventually destroy the contact area on the alloy rims, making the wheels unsafe. The best solution I’ve come across: use a second set of wheel nuts, one for steel wheels, and one for alloy wheels.

I’ve also observed rust forming on the hub mounting area under the steel wheels. If this rust isn’t removed before alloy rims are installed, the rust will, in all likelihood, crumble. This will again result in loose wheels, since the alloy rims contact a different portion of the hub than the steel rims.

I know many shops offer free or very low-cost swapping of wheels, so this is surely a problem that can be easily overlooked. Indeed, the old adage of “you get what you pay for” seems to apply here – except that when it comes to wheels coming loose, the consequences can be potentially tragic.

I sincerely hope that by getting this information out there, this might just prevent a bad situation from reoccurring in the future.

Greg Starosta is a Master Technician at Edgetown Ford Lincoln Sales in Bobcaygeon, Ont. JUNE 2011 CANADIAN TECHNICIAN

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How to Deal With the Doubting Male Using humour can work wonders when working in a male-dominated industry.

By Leslie Simpson

ou know how some people say it’s nice to see a women doing a man’s job? Well, at times, it’s not

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that nice.

By way of background, my experience in the auto repair trade goes back to the ’70s when I accompanied my brother to Mosport Raceway. I’d help him repair his sidecar motorcycle between races; this is where I learned “car-speak.”

A few years later, I landed a great job in the service department at a General Motors dealership in Oshawa, Ont. I had the best service manager one could ask for, Jack van de Ven. He and the service advisors in my department taught me about customer service and selling to people who thought everything should be “under warranty”.

In the ’80s, I got the bug to “go west” and that’s where I meet Neil, who would become my husband.We both worked at a GM dealership in Richmond, B.C. Along with raising two sons, Neil and I ran a repair business out of our home garage. We did everything from maintenance to custom engine rebuilds.

Between Neil’s full-time job, childraising, my part-time job and a homebased business, we essentially had no life.

We eventually moved east to the Fraser Valley. And after a few years of Neil commuting to Vancouver, we opened our own family automotive shop.

OK, history lesson over. Needless to say, given my past, I do know a little about cars, parts and repairs. But it’s still been an uphill crawl. People – especially men – seldom like having a woman explain what’s wrong with their cars.

However, I have, over the years, gone through a few different phases in terms of dealing with the attitude that is prevalent in that sub-species of customers known as “the Doubting 12

CANADIAN TECHNICIAN JUNE 2011

Male.” I’ve been angrily spoken to, insulted, and even hurt by some of my experiences. Now, in my old age (29 and holding, by the way), I’ve found that a sense of humour seems to work best when it comes to diffusing potentially explosive situations.

For example, when I hear a comment such as, “For a little woman, you sure know a lot” I respond:“Dynamite comes in small packages, so I hear.”

Another classic comment: “Hey you – secretary! Can you dial the phone for me?” My response: “In the back, there’s a large phonebook placed on the counter with the telephone beside it.”

(No further comment was required after my service advisor told the gentleman I was the owner of the shop.)

Thanks to my sense of humour, I find most of the older gentlemen I encounter are convinced I can adroitly help them. And thanks to the guys in the shop who back me up, older customers will leave their cars in my capable hands with no worries.

There are days that really boost my morale. For instance, a DIY customer did his own intake gasket repair over the course of a few days at home. He then did an oil change a few days after completing the repair. He called us because there was no oil pressure. His car was towed in, we drained the oil, and found large pieces of paper towel plugging the drain hole. All of which prompted the following conversation: Me: “Hi, Bill, I have a question. While you where doing your intake gasket did you use any paper towels for anything?”

He: “Oh, my God, yes! I laid paper towels over the opening, and placed the intake down, and went to work. The next day I bolted down the intake. I guess I forgot to remove the paper towels.”

It was one of those moments in this business that as a woman I felt a true measure of satisfaction (even though under by breath I was saying, “You dumb cluck!”)

Over the past dozen years, I’ve taught a free Ladies Care Clinic. And I teach basic knowledge on what’s required for maintenance, brakes, and the front end. I also teach the ladies basics such as how to change a tire and boost a battery. That bit of knowledge empowers women when talking to a service advisor or mechanic.

Bottom line, I really hope that the women I’ve influenced in this industry over the years have an easier time of it than I did in the beginning. The world is evolving – I really hope Doubting Males can keep up with the changes.

Leslie Simpson is the co-owner of Simpson Auto in Chilliwack, B.C.

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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

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Dealing with Difficult People Workplace conflict is a productivity-killer. But there’s a proper way to deal with troublesome employees.

By Todd Green

orkplace conflict.You’ve likely experienced it at various times in your career. You might work with a great group of people, but there’s always that one guy who “rubs” you the wrong way or seems to “have it in” for you. It’s the sort of negative behaviour that keeps more than a few lawyers and H.R. specialists busy.

Why does it happen? As a full-time automotive technician, you’re in the workplace at least eight hours a day.

When you factor in travel time, the workday consumes more of your waking hours than your leisure time. As well, you’re in close proximity with other technicians, sharing various resources including computers and scan tools. Hey, we’re all emotional humans, after all – not stoic Vulcans.

Without question, most of us will annoy others at some point in time – usually, unknowingly. The first step when it comes to restoring harmony in the workplace: examine your own actions. Does the other person have a valid point that you’re the problem?

Look at yourself before pointing fingers.

If you’re guilty of causing disruptions, step up to the task and offer an apology. No one likes to confess to wrongdoing, but if you’re the root cause, admit it! Most people are willing to move on if an apology is offered.

Occasionally, there’s more to a situation than what meets the eye.

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Perhaps the technician beside you is looking to be promoted to the foreman position. If so, he may be doing everything in his power to secure that position – including stepping on his co-workers.

Or, you find yourself embroiled in the classic flat-rate battle… the big hour producer in the corner seems to be grabbing more than his fair share of the relatively easy, well-paying jobs, while you, on the other hand, are constantly fixing cars no one else will touch.

You’ve likely encountered a moody/angry guy at your place of employment at some point. Over the years, I’ve worked with a number of people who fit this descriptor. It took me a while to figure out there were underlying reasons for such behaviour patterns.

For example, if you frequently hear a phrase such as, “That guy sure likes to party,” there may be addiction issues afoot.

If safety issues arise from substance abuse, you must inform the boss immediately.

Sometimes, a major event is unfolding in a coworker’s personal life that might trigger changes in behaviour.

For example, maybe he’s buying a house, getting married/divorced, or having money troubles. Some people will take out their anger on coworkers because their personal life is a mess. Try not to take their abrasiveness as a personal attack. Instead, try talking, offering support, or cracking the occasional joke at an appropriate moment.

Within the last decade, many

businesses have installed computers and electronic resources in an effort to make our work lives better. However, there’s potential to misuse this technology. For example, email is a great tool. But if inflammatory emails are circulated, the end-result is never good. Remember, once you put your comments in writing and hit the “Send” button, the record is permanent. And there’s a good chance that embarrassing email will end up on the boss’s desk.

The same advice applies to blogs. In fact, employers have been known to research prospective employees on the Internet. If your name is linked to some nasty blog posting, this will not auger well for your career.

So, what can be done? Step One: talk to the difficult person rationally and without yelling or name calling. Cool down before you have such a discussion and avoid places such as the lunchroom where others are present. Most people, when faced with a real or perceived threat will lash out – this is behaviour you want to avoid.

If such a casual conversation has no positive effect, then you must carefully enlighten management. Avoid “character assassination” attempts as such a tactic will only serve to tarnish your own reputation as a valued employee. Meet with the other person and your supervisor. Carefully state your case. Listen. Hopefully, some common ground can be reached.

As a last resort, if the other person simply won’t change his behavior and the boss won’t act on your complaints, you’ve done all you can. It may be time to seek a new position… which shouldn’t be too tough given that you handled the situation with integrity and you never discredited yourself on the Internet, right?

Todd Green is a Journeyman Automotive Technician and a member of the Society of Automotive Engineers (SAE) in Calgary.

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Top 10 Auto Shop Rip-Offs Con artists and flimflam men abound. Here are some of the most prevalent scams plaguing the automotive aftermarket.

By John Norris

Scam alert! Members of the Hamilton District Autobody Repair Association (HARA) and www.ciia.com, the Ontario collision repair trade association, have reported numerous attempted rip-offs targeting their shops. Here are the top 10 reported scams that shop owners encountered in 2010. Keep your head up.

still responsible for his CPP, EI and tax withholding. Sometimes the ex-worker later files a claim against you alleging an isocyanate-related illness that he was never tested for. Say goodbye to up to $50,000 to settle that claim.

Another contractor scam is the windshield firm that comes in to install a windshield using your heat, light, and power. He pretends to hurt himself and the Worker’s Compensation sends the hospitalization, lost wages, and costs claim to you for payment because the windshield installation firm didn’t have a Worker’s Compensation account.

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Tow Truck Scam. A shop receives a call from a new customer wanting to come to the shop but the tow truck driver demands cash up front. The pitch: can the tow truck driver come by and pick up cash from the shop owner and then go back to pick up the car? Naturally, once the tow truck driver is paid in advance, he never returns.

Overpayment for Repair Scam.

A customer brings in a cheque that is higher than the amount being billed. He apologizes and asks for the difference back in cash. The cheque is subsequently rejected by the bank.

2

Tax Credit Scam. A shop gets a call from an agency promising that it can obtain an apprenticeship tax credit for the shop for a 25% fee. But the paperwork is only a two-page form that’s easy to complete. With credits at $10,000 per year per apprentice, one shop recently paid $15,000 to an agency for about 15 minutes of work!

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4

Credit Scam. A shop owner is pitched with the idea of “switching over all its merchant credit card services to a new company for only a 1.29% fee on cards.” But that new rate doesn’t materialize and the shop can’t get out of the agreement.Yes, a shop can get credit card processing for 1.29% – but only if it generates more than $850 million(!) in credit card sales per year.

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Wrong Worker’s Compensation Account Scam. A number of body shops that should be paying 3.59% are being billed as metal finishing shops and are being incorrectly charged at 9%.

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5

WHMIS Scam. A shop is informed that it must have a health and safety poster and take a Workplace Hazardous Materials Information System (WHMIS) course costing $350.

Otherwise, the shop is warned the Ministry of Labour will fine the shop. It’s just a scare tactic – your association can offer such a service free of charge.

Enviro Scam. A shop is told it must have a Ministry of Environment Certificate of Approval for waterborne paints. Cost: “only” $6,000. The shop is told this certificate is mandatory, otherwise the shop will be fined. Of course, the consultant disappears after he receives the fee. The reality: this certificate can be obtained by your association for about $400.

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Contractor Scam. You pay a person for working in the shop as a contractor. He disappears after a few months. The Canadian Revenue Agency then contacts you, noting you’re

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Buying Equipment Online Scam. A shop owner pays money for equipment online only to find out that when he goes to pick up the equipment for the day that’s been set aside for installation the non-existent equipment was “stolen” from the truck the night before. The shop owner is told, “Sorry, not our problem.” It’s now your responsibility and you must file a claim with your insurer. Later, you find out this is not an insurable claim.

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The Double Deductible Scam. Some commercial policies have two deductibles, but the customer doesn’t tell you. You assume one deductible, collect it from the customer, and let the car go. But when the cheque arrives from the insurer, it is minus both deductibles.

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John Norris is the Executive director of the Hamilton District Autobody Repair Association in Hamilton, Ont.

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Can Your Business Function Without You? When Bruce Eccles was hospitalized for an extended period of time, his three auto shops continued to thrive. Here’s how.

By Bruce Eccles ctober 7, 2010 was a beautiful, sunny day – the perfect afternoon for a motorcycle ride in the gorgeous Ontario countryside. But at approximately 3:15 p.m. on that fabulous fall day, my life took a major detour. In fact, my life almost hit a dead end.

I was riding with some former motocross racer buddies.

The plan was to do some trail riding, followed by a BBQ in which we’d eat steak and reminisce about the good ol’ days. I was riding a Honda 230cc Enduro motorcycle en route to the trails.Then, suddenly, all hell broke loose.

As I was motoring down a secondary dirt road, an old Volvo bolted out of a driveway, directly into my path. There was no time to kill the throttle let alone apply the brakes – we were only 10 feet apart and I was traveling at 40 km/h.

The motorcycle hit the Volvo’s left front fender and door.

Surprisingly, it stayed upright, firmly wedged into the side of the Swedish sedan.

As for me, the laws of physics took over. I went flying over the handlebars, breaking both my legs and right knee.

When I landed on the windshield, I broke my right wrist and index finger. I rolled off the hood, landing on my head (resulting in a crushed C7 vertebrae in my neck.) I had also bitten my tongue and smashed my left knuckles. Incredibly, I remained conscious – even though passing out would’ve been a blessing given the pain.

I was taken by ambulance to the Parry Sound hospital and subsequently airlifted to Sunnybrook Hospital in Toronto.

Since it was the beginning of the Thanksgiving long weekend, most of the surgical staff was away.

I was eventually fitted with a halo, which was screwed into my skull like some exotic auto part.

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Unfortunately, the required surgery was delayed and my lungs began to fill with fluid. I had to be incubated; breathing and feeding tubes were placed down my throat. I was soon rushed into surgery.

It all made for a very frightening week in ICU and CCU thanks to endless morphine-fuelled nightmares and hallucinations. Thankfully, my wife Claire (who is also our shop’s bookkeeper), was at my side every day.

I was in the hospital for more than two months. I still go to physiotherapy.

But this isn’t a tale of an almost fatal motorcycling mishap.

Rather, as I was confined to my hospital bed, it was imperative that my business, Eccles Auto Service, would soldier on.

And soldier on it did.

Indeed, even though I was out of commission, my business continued to run on all cylinders. That’s because we had a plan in place that allowed almost everyone to perform their day-to-day duties just as they had prior to my accident.

The key: empowering staff to make decisions without me being present.

Thus, my son, Scott, and my office manager, Anne, took over my administrative duties in regard to marketing, HR, inventory management, and customer/supplier relations.

Jeff Taylor, our shop foreman, was responsible for the service bays at Shop #1 and #2, while Scott was responsible for Shop #3. We have a shop handbook regarding our shop’s policies and procedures, and Scott and Jeff made sure these guidelines were followed along with any equipment or training needs.

Meanwhile, our part-time bookkeeper took over the payroll, accounts payable, and receivables.

The good news: I was off work for several months and yet sales have remained consistent. In fact, we had a terrific November.

If there’s a “teachable moment” here, it’s this: shop owners must have a contingency plan in place to ensure their shop can function in their absence.

A succession plan is good to have when it comes to retirement or if the owner wants to take an extended vacation.

But, just like an insurance policy, a succession plan is good to have in case of emergency.

Bottom line: ask yourself if your business could carry on without you. If the answer is no, you better repair this oversight sooner rather than later.

Bruce Eccles is the owner of Eccles Auto Service in Dundas, Ont.

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You don’t repair just one vehicle make.

We don’t make parts for just one either.

IT’S TIME TO RETHINK WHAT DELPHI CAN DELIVER

Here’s just a glimpse. Ford. Fuel pumps. Nissan. Oxygen sensors. Toyota.

Ignition coils. Mini-Cooper. Compressors. Audi. Condensers. General Motors.

Radiators. Hyundai. MAF Sensors. Volkswagen. Common rail systems. Honda.

Fuel pressure regulators. Where we came from is only a part of where we’re going.

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Brake Fluid 101 Brake fluid isn’t sexy, although good brake fluid is crucial when it comes to a car’s braking abilities. Here’s what you need to know.

By Ken C. Hart

Brake fluid is an essential liquid and has been engineered to perform important tasks that we seldom – if ever – think about.Without further ado, here are the top eight things you need to know about that fluid that is oh-so-crucial when it comes to ensuring a vehicle will stop on that proverbial dime.

Brake fluid has the ability to absorb atmospheric moisture thereby making it hygroscopic. This means it can hold moisture in suspension within the brake system until the brake fluid is flushed. And because it is glycol-based, brake fluid can work well with moisture.

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Brake fluid lubricates the rubber seals 2 and is noncorrosive.As well, it remains stable over a long period of time. This same fluid works well as a hydraulic fluid at low and high temperatures. SAE and DOT require brake fluid to work at 287.8° C or higher. A good quality brake fluid is well worth the higher price tag given its working environment. My advice: stay in touch with your automotive wholesaler to find out what’s new in the brake fluid and brake product lines.

These days, technicians are equipped with test strips, test 3 lights and refractometers when it comes to assessing brake fluid. If a vehicle is three or more years old, a brake fluid flush is usually in order. The reason: brake fluid that’s saturated with moisture has a low boiling point. When it gets hot enough on a heavy brake application it begins to boil and moisture will turn into a gas. If this occurs, it is akin to having air in the brake system with the end-result being brake loss.

Don’t confuse “brake loss” with “brake fade.” Brake fade is 4 what happens when the brake pedal remains hard but the vehicle still won’t slow down or stop. When the air between a brake pad and a brake rotor gets hot enough, the air turns into a gas. At this point, the two components are held apart. To help resolve this situation, high performance brake rotors are perforated with holes to help get rid of the hot gas. It works. I see

Raybestos PGD pads have a slit in them and we have ceramic brake lube that won’t melt at high temperatures.

Note that DOT 3 moisture-laden 5284°F;brake fluid has a boiling point of DOT 3 dry or new brake fluid has a 570°F boiling point. Based on these facts, you can see that storing brake fluid in a cool dry place – not the trunk or backseat of a car – is highly advisable. And ask yourself this: does the brake fluid you’re using look new?

Another point to consider when 6 changing the front brake pads: open the bleeder screw when compressing the piston in the caliper.

And introduce fresh fluid into the system. The same applies to the rear brakes, whether shoe and drum or disc – make sure fresh fluid gets into the system.

I know a brake fluid flush makes 7 for a tough sell and everyone is a self-proclaimed expert when it comes to servicing a customer’s vehicle. But given the importance of brakes, being a little pushy is probably a good thing when it comes to something that is so integral as a car’s stopping power When I’ve finished any brake work, I always go for a test8 drive not only to ensure everything is operating properly, but also to activate the ABS (as this can sometimes reveal a problem that would otherwise go unnoticed.) Part of the provincial vehicle inspection process here in British Columbia involves test-driving the vehicle to see what’s what. I’m always amazed by the things that I find during test-drives. And remember, it’s our signature that goes on the bottom line. So if any part of the brake system isn’t working properly, it’s up to technicians to properly fix it. As the saying goes,“Safety first.”

Ken C. Hart is the owner of Hartech Automotive in Kaslo, B.C.

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The Secret of My Success Business has never been better at Erol’s Automotive.

Here are some of the reasons why.

By Erol Yersel lthough some in this industry Nope. What I’m doing is putting might be bemoaning current customers’ minds at ease by ensuring economic conditions, I can their cars are drivable and by gaining tell you that such is not the their trust and respect. Customers know case at my shop. At Erol’s Automotive in it only takes a few minutes to scan a Cochrane, Alta. – an eight-bay Autopro check engine light and I’ve been told shop I own along with my wife – on numerous occasions they feel like business has never been better. (Yes, they’ve been ripped off at other shops Virginia, there really is an “Erol” – he’s or dealers where they were charged not a fictional character in Kelly $100+ only to be told the problem was Bennett’s Management S.O.S. columns.) a loose gas cap.

By way of background, we’ve been in Other shop owners claim there are business for 13 years and have grown some people who are merely looking from a two-hoist, three-employee for free advice so that they can fix their operation to eight hoists and 10 employees. We’re currently booked solid three weeks in advance; our slow season shortens our bookings to two weeks ahead.

We constantly turn work away.

So, what’s the secret to my success? For starters, I do many things that buck the norm when it comes to shop operations and billing for services. A great shop management Business is booming at Erol’s Automotive. trainer once told me that you should never scan a check engine light for free or conduct cars themselves. This may be true in such a service in the parking lot. You some cases, but in my experience, I find must charge for diagnostic time. That’s there’s only a minuscule amount of why almost all of my techs have a small people who do that. The majority of handheld code reader. Sometimes we people end up making an appointment go out five times a day to scan a check a few weeks later because the light has engine light. I’d say 95% of the check returned and we then charge for the engine lights are problems that aren’t appropriate diagnostic times. going to affect the day-to-day operation We’re also known for being a “oneof the vehicle. The code is cleared, the stop shop.” If we can fit a vehicle into the customer is advised what may have shop, we’ll work on it. This has meant caused the problem, and if the code considerable investment in shop returns, an appointment is made to equipment, but it has given us the ability diagnose the fault. to repair just about anything. Thanks to I know what you’re thinking:“Oh Erol, up-to-date computers and scan tools, you just lost a $135 diagnostic charge!” we’re able to flash software and figure

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out most problems. And if we come across a problem we don’t deal with – such as an automatic transmission overhaul – we have good working relationships with specialty shops that follow our high standards of repair.

Indeed, I’ve found that most consumers don’t want to go to four different places to get their cars fixed – the tire shop, the brake shop, the glass shop, the oil change place. When asked last week if we do body repairs, I said no – but I informed the customer there’s a superb auto body shop we deal with and I could arrange an estimate for his car. When the customer came to pick up his vehicle, all the repairs were done and an estimate for body repairs was provided. He was thrilled.

If you have to make arrangements somewhere else for a customer to have his car serviced, do it.

There’s even a good chance you might earn 15% simply by making a phone call.

Trust me, there’s so much more to be said in terms of why Erol’s Automotive is thriving, but alas, I’m rapidly running out of space. So, in summary, let me share this: when people come into our shop, we look at them as current or potential customers who need assistance or advice – which we gladly provide.

The financial side sorts itself out without undue problems. As a result, the current customers stay loyal and the “potentials” become bona fide “customers.” It’s a tried and true recipe for success.

Erol Yersel is co-owner of Erol’s Automotive in Cochrane, Alta.

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Nine Things I Hate About You Customers are our lifeblood. But there are some things they do that would make a saint swear like a sailor.

By The Unknown Mechanic Don’t get me wrong: I like my job. I like fixing cars. I like my coworkers. (Well, most of them.) Yet, even though we depend upon customers to make a living in this crazy business of ours, I gotta be honest: there are certain clients that come into the shop – you know the ones! – that really grind my gears. Big time.

I’ll cut to the chase: Remember the 1999 movie, 10 Things I Hate About You? (That’s OK – neither do I.) Still, the title is really cool. So, taking inspiration from the movie’s moniker, here are “Nine Things I Hate About (Some) Customers.”

exacting standards. While we want your business, we also want to be treated with respect and courtesy. As for prices charged, we’re not “rip-off artists.”

Parts can be expensive. If you really feel we’re gypping you, kindly consult the Yellow Pages in order to source another shop.

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No, I Cannot Charge You $19.99 For An Oil Change Service. Yes, somebody out there will. But I won’t. Why? Twenty bucks doesn’t cover my costs of carrying out such a service. Put another way, you wouldn’t expect to pay 10 cents for a cup of coffee and a donut down at Timmies, would you? A $20 oil change is a loss leader and we don’t operate that way.

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The Blame Game.

Look, I am not the reason why your car broke down on the highway this morning. I know you’re really pissed off and you had to wait forever for a tow and you’re now late for your appointments and your day is pretty much shot to hell, et cetera, et cetera. But I repeat: I am not the reason your car sputtered to a halt and is now up on a hoist. So please don’t yell at me! I’m here to help you. If you have to vent, go home.

Scream at your wife or the goldfish.

Because I sure don’t need that kind of aggravation.

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You Are NOT My Only Customer.

I know this might seem a bit hard to believe, but our shop isn’t in operation to exclusively cater to your immediate needs. If you think that’s the case, then your expectations are completely unrealistic. We actually have other cars that need to be serviced. Oh, and guess what? Some of those cars actually came into the shop before you showed up with your problem. So a little bit of patience, please.

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No Freebies. Yes, you will pay for a diagnosis. Part of the deal when you come in our shop is that you will pay me fairly for my time and my expertise and the considerable investment that we’ve put into our tools and equipment. Just try going to a lawyer and ask him if you can shoot the breeze for a couple of hours free of charge and see what he says about that.

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You Are Never Satisfied.

Apparently, nothing we do completely pleases you no matter how much we try. So, feel free to choose another shop because obviously we cannot hope to measure up to your

My Tools Are NOT Loaners.

So, you need a tool to do your own repair work? Then kindly buy one or rent one somewhere else – you cannot borrow mine. No, I’m not being “mean.” Tools are expensive to replace and I depend on them for my livelihood. Besides, the last time I “lent” a tool to someone off the street, it somehow never found its way back to my toolbox. Imagine that? Just try going to a bakery and ask the baker if you can “borrow” a mixing bowl and a measuring cup so you can make your own cake and see how far you get.

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This Is Not the Library. If you don’t mind, could you kindly leave the magazines in the waiting room and not take them home with you? The magazines are for all our customers to pass the time away waiting.

If you find yourself getting really engrossed in that Tom Cruise profile in Esquire, by all means feel free to visit a

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newsstand and purchase your own copy.

(And don’t even think about sneaking off with the swimsuit issue of Sports Illustrated.)

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We Charge Taxes Because We Have To. Sorry, but even if you pay me in cash, I cannot “eat” the taxes.

That’s not how our shop operates. And the last thing we need is a visit from those fun-lovin’ folks at the Canada Revenue Agency.

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occurred when Brian Mulroney was prime minister.

I used to meekly explain that nothing could’ve happened given that the car wasn’t touched by human hands since the day it was dropped off. But now I just deal with such guff by firing back more guff.

For example: “Oh, sorry sir. A few days ago they were filming The World’s Strongest Man competition here and a

bunch of enormous muscle-bound Latvians and Austrians were using your car in the shot put event as, well, the shot. Sorry about the damage – but at least your car’s a TV star now.”

The Unknown Mechanic is a technician who wishes to remain anonymous.

He works at CENSORED in Parts Unknown, Canada.

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Yes, that scratch on the right front quarter panel WAS there when you left your car with us.

Wanna see me really go coo-coo for Cocoa Puffs? Just say the following line like you mean it: “Hey, that dent/scratch/noise/loose-piece-ofchrome wasn’t there when I left my car with you.”

Grrrr!

A recent case in point: we had a customer tow-in a weather-beaten, 1986 Nissan Pulsar with about 240,000 klicks on the odometer. I used to think that Japanese cars came over to North America via container ship. But this one looked like it floated over. Anyway, he only needed a few minor repairs such as, oh, let’s see now: a new transmission, a new clutch and a new gas tank.

Naturally, he couldn’t afford to pay for the repairs, so he asked if he could just leave the pathetic Pulsar parked on the lot for “a day or two” until he rustled up enough cash to repair his chariot.

Reluctantly, I agreed to his request given that my Spidey Senses were tingling fiercely at this point.

Five weeks later (!), the owner of the nasty Nissan pops into the shop and takes a look at his eyesore of a car, which is now coated in bird excrement.

He starts circling the beater with a concerned look on his face, and then comes into the shop saying things like, “You know, that scratch on the quarter panel wasn’t there when I left it with you guys” and “How’d that wiper blade crack?” and “What’s with the dent on the rear bumper – that wasn’t there when I dropped it off either.”

This guy actually had the audacity to point out damage on his car that likely JUNE 2011 CANADIAN TECHNICIAN

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The Best of Both Worlds New motors being developed by several manufacturers deliver better fuel economy and more power.

By Allan Haberman

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ehicle manufacturers are always searching for ways to improve their vehicles and make them more attractive to buyers while at the same time meeting the requirements set by regulatory bodies for safety, emissions and fuel economy. While fuel economy is important â&#x20AC;&#x201C; especially as gas prices soar â&#x20AC;&#x201C; drivers still want the kind of power that makes a vehicle fun to drive. Alas, power and fuel economy rarely go hand-in-hand; you can usually have one but not both.

However, manufacturers have found ways to get the best of both worlds thanks to turbochargers, direct injection systems, variable displacement/ cylinder deactivation systems and variable valve/cam timing systems.

Manufacturers are utilizing these systems to extract power and economy from smaller/lighter engines and replacing the V8 and V6 engines commonly seen in mid- and full-size vehicles with more powerful yet increasingly fuel-efficient 4-cylinder engines.

General Motors has the Ecotec family of 4-cylinder engines and expects to replace many V6 and V8 applications with these engines to meet upcoming CAFE fuel economy ratings.

These engines use a variety of technologies to achieve desired power and economy. Variable valve timing is

used on both intake and exhaust camshafts to improve engine performance throughout the full operating RPM range. Turbochargers use exhaust gases to spin a compressor and increase power without parasitic drain on the engine. Meanwhile, direct

2011 Ford F150 3.5L EcoBoost

injection gasoline engines can utilize higher compression ratios that increase power while delivering better fuel economy. Even oil pumps are being designed with variable displacement to improve engine efficiency by reducing the amount of energy required to operate the pump under various operating conditions.

Cars such as the Lacrosse, Cruze, and Regal sip less gas but deliver more power.

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GM expects more than 33% of North American engine volume will be 4-cylinders in 2011. Of these, approximately 21% will be turbocharged engines. This is a 700% increase compared to what existed five years ago.

And this number is expected to increase as 2016 EPA regulations push fuel economy benchmarks even higher.

Buick is offering the 2011 Lacrosse with the 2.4L direct-injected Ecotec 4cylinder engine and expects 25% of sales will be the 4-cylinder version. Buick will also offer a 2.0L turbocharged direct-injection 220-hp/258 lb. ft. torque Ecotec 4-cylinder engine in the Regal CXL. The 2012 Buick Regal GS will offer a high output version of the same engine, producing 255-hp/295 lb. ft. torque. A 1.4L version of the Ecotec engine is also used in the 42 mpg 2011 Chevrolet Cruze Eco. Ford is also offering 4-cylinder engines with direct-injection, turbocharging, and variable valve timing under the EcoBoost name. Ford plans to use a turbocharged version of the 2.0L EcoBoost engine in the 2011 Edge and 2012 Explorer. Replacing the 3.5/3.7 V6 with the inline 4cylinder is only one example as Ford plans to replace its V8 engines in its full-size F-Series pickups with the EcoBoost turbocharged V6.

Chrysler is replacing seven of its

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Mustang, Challenger, and Camaro – modern vehicles that feature both the panache and the power of old school Detroit iron.

The ongoing challenge for engineers: designing powertrains that satisfy both camps, delivering an engine that produces superb fuel economy and low emissions but is no slouch in the power department.

Each new system presents new diagnostic and service challenges that we

need to learn. These challenges can be both rewarding and frustrating at times but they are (and always have been) part of the reason we love doing what we do.

This is certainly not a boring trade.

There’s always a new challenge (or three) coming around the corner.

Allan Haberman is a technical training specialist with Blue Streak Hygrade Motor Products in Winnipeg.

The Best Name on a Box

is Now

the Best Name on a Bottle

UIN EN

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current V6 engines with the all-new 3.6L Pentastar V6. The Pentastar is an all-aluminum DOHC V6 for use in front and rear drive applications.

Horsepower ratings vary from 283-hp to 305-hp. A 3.0L turbocharged version of the Pentastar is being developed for future production. The Pentastar utilizes variable valve timing, direct injection and multiple displacement system as well as a variable displacement oil pump to improve engine efficiency.

The Fiat Multi-Air system is also being considered for use on the Pentastar platform. The Multi-Air system uses electro hydraulic actuators to control both valve lift and timing.

The system is also capable of intake valve throttling which effectively eliminates the need for a throttle plate.

Cylinder deactivation is also possible with the Multi-Air system.

These are examples of engine design innovations from the Detroit Three, although all manufacturers are developing new designs and systems to keep up with the ever-changing demands of government regulators and consumers. Regulators want better fuel economy and lower emissions while consumers crave more style, power, and gadgets. Consider the prevailing trend of retro-themed muscle cars –

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Goodbye and Good Riddance, Grease Monkey Don’t buy into the negative imagery – automotive technicians play a valuable role in society.

By Mohammad (Shah) Shahzad

et’s face facts: we – that is to say, all of us employed in the automotive service industry – don’t have a great image.

Indeed, every so often, some polling organization releases the results of a survey regarding professions and ethics.

Consistently at the top of the list are doctors, pilots and firefighters; lurking at the bottom are politicians, lawyers, journalists, used car salesmen, and yes, mechanics.

Little wonder that in the not-sogood ol’ days automotive technicians were commonly referred to as “grease monkeys.” Wow, what imagery! I don’t know about you, but when I hear the descriptor “grease monkey” I think of a chimpanzee slathered in 10W-30. Not exactly a cool image, is it?

But don’t believe the hype.

To all the techs reading this: you are

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not (nor have you ever been) “grease monkeys.” With automobiles being increasingly complex machines, tremendous high tech skills and comprehensive training are required to keep up with autodom’s ever-evolving innovations. And you are the key to keeping the drivers of automobiles safe and sound.

Indeed, the automobile has emerged as an integral part of society. No longer

than what was found in the Apollo 11 moon rocket.

Alas, it’s been my experience that too many techs suffer from self-esteem issues. They don’t realize that it’s precisely because of their efforts and dedication to duty that so many motorists enjoy carefree motoring on a daily basis.

Certainly, the role of an auto

Auto technicians are more like guardian angels as opposed to grease monkeys. a mere “horseless carriage”, a car is a “computer on wheels” given that about 80% of all functions are controlled by silicon chips. In fact, there’s more computing power in a Toyota Prius

technician is not an easy one. The modern automobile is made of myriad materials, systems and components, not to mention thousands of parts that touch upon every engineering disci-

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pline. As well, a vehicle is exposed to extreme weather and harsh driving conditions. From snow, sand, and salt to dust, mud, and potholes, few machines on this planet endure such rigors. As such, auto technicians are more like guardian angels as opposed to grease monkeys.

In certain respects, an automotive technician and a family doctor have much in common. One notable similarity: interpreting problems and diagnosing ailments. However, it’s an enormous challenge for an auto technician to diagnose car trouble with so many new models and new features.

There are numerous auto manufacturers and hundreds of models that change every three to five years, each new generation being more advanced.

It can be argued that medical doctors have it easy compared to techs in that they deal with only two models – namely, male and female – and the human body has remained the same since Adam and Eve. Still, sometimes even an experienced MD can’t diagnose the primary cause of a patient’s ailment to prescribe proper treatment without the help of high-tech equipment.

And consider a computer technician’s working environment with that of an auto technician. A computer technician can download data and work from home online in comfort. However, an auto technician cannot “download” a car and then fix it with a few turns of a wrench.

An auto technician must also be a master of several trades, ranging from mechanical, chemical, and electrical/electronic to plumbing, hydraulics/pneumatic and refrigeration.

Notably, without automotive technicians, the world would be a more dangerous place. Compare these three scenarios: Twenty people are having a meeting in a room and the air conditioner fails because the AC technician forgot to tighten the gas seal after a recent repair.

Twenty people are enjoying a movie via a home theatre system, but the screen prematurely fades to black because the audio/video technician failed to fix a loose wire when the system was installed.

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Twenty people are travelling in a 3 bus and the brakes fail, resulting in the bus plunging from a bridge because

only result in a bit of inconvenience.

Bottom line: far from being mocked as “grease monkeys”, the position of auto technician should be highly lauded by society. After all, without us, who would keep the world rolling in a safe and comfortable fashion?

the auto technician forgot to tighten the brake-bleeder bolt/nipple after repair.

The point? How many people had their safety comprised in scenarios #1 and #2 versus scenario #3? A minor mistake by an auto tech can cost lives whereas mistakes committed other techs might

Mohammad (Shah) Shahzad is the Manager, Customer Management Operations at Brimell Toyota/Scion in Toronto.

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JUNE 2011 CANADIAN TECHNICIAN

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WIN

ENTER FOR A CHANCE TO WIN A GOODYEAR PRIZE PACK. Send your solved puzzle to Canadian Technician.

We’ll draw a winner on August 31, 2011.

Send to 451 Attwell Drive, Toronto, Ont. M9W 5C4. Or fax to 416-614-8861

Name:

Workplace: Work address: Phone:

Email:

AUTO PUZZLE JUNE 2011 1

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NO PURCHASE NECESSARY. To enter, residents of Canada who have reached the age of majority according to the law of the province in which they reside, should complete official entry form and post it to Canadian Technician Magazine, 451 Attwell Drive, Toronto, Ont., M9W 5C4. Or fax it 416-614-8861. Canadian Technician is the Sponsor of the sweepstakes. Chances of winning depend on total number of eligible entries received. For this month’s drawing, entries must be received no later than 8:00 pm EST on July 29, 2011. One entry per person per month.

Prize valued at approximately $100. Void where prohibited. Subject to full, official rules and regulations. For full, official rules and regulations visit. www.canadiantechnician.com

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Across 1. Entertainers' transport, often (4,3) 5. Slide sideways under power 8. Slang, minor fine-tuning adjustment 9. Covered street-surface opening 10. '09 Buick sedan 11. The "Zoom Zoom" company 12. Chrysler Corporation acronym 14. Engine-hood openings 17. Brand on defunct Talon model 19. Ubiquitous modern-car material 22. Conveyance for 3-Down rider 23. Intersection-accident, often (1,4) 24. Caveat emptor means ____ beware 25. Chevy's clone of Suzuki Sidekick Down 1. Demolish a car, slangily 2. Previously-enjoyed vehicle (4,3) 3. Motorcycle-gang member 4. Convertible season 5. '58-'66 Olds _____ 88 model 6. Camaro's sportiest '85-'90 variant (4,1) 7. Group with '84 hit "Drive" (3,4) 12. Four-door pickup (4,3) 13. Mechanic's under-car trolley 15. '09 Saturn crossover model 16. AMC model that replaced Gremlin 18. "Race for ____,'' '89 motorcycle-racing movie 20. Model that replaced Saturn Ion 21. Description of auto paint's top layer

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to Adam Frenette of The Mufflerman in Chatham, Ont., for solving our March 2011 puzzle.

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QUESTION OF THE MONTH Regarding CTV’s W5 undercover report on our industry: was it fair commentary or flawed journalism?

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continued from page 30

coffee since hot water. I groaned. How can you stay mad at your staff when they bring you a bottle of Pickleduke’s? Five minutes later Tooner handed me a steaming mug of my favourite brew. I took a sip… and nearly gagged to death.

“Yikes! What did you put in this?” Hot coffee spewed across the room. “Are you trying to kill me now?!”

Tooner sniffed the coffee pot he was holding, and immediately dumped the contents down the sink.

“You’re right; something don’t smell right. I’ll make another batch.”

But it was worse than the first. One taste and I had to run to the sink and flush out my mouth with cold water. Basil was concerned.

“Tooner, I’m not sure what you’re up to, but I don’t think you’re getting on Slim’s good side.”

Tooner scratched his head. “It ain’t me. All I’m doin’ is making the coffee as usual, only I add a good shot of that flavouring Slim likes. In fact, I added a double shot in the last pot just to make sure.”

Basil picked up the bottle of Pickleduke’s and took a whiff.

“Well, there’s your problem: I’d say there’s something wrong with this flavouring.”

Indeed, a quick call to the grocery store revealed that there had been a recall on the Pickleduke’s brand – and specifically on the Chocolate Peanut Butter Classic. It turns out somebody at the factory had accidentally added a dose of vinegar to the batch.

“See, I told you it weren’t me.” Tooner was relieved. “That bottle was already like that when I bought it!”

Basil smiled. “Perhaps there’s a correlation here to your brake job?”

Beanie frowned. “You mean, like somebody has already worked on it before and messed it up?”

“Can’t be,” growled Tooner. “Them brakes still had the factory clips on the drums; they’ve never been off that vehicle.”

Basil shrugged. “Maybe not some-body, but some-thing… like a preexisting condition.”

“Preexisting…” A strange look came over Tooner’s face. He turned on his heel and marched out to the service bays; it wasn’t long before he found the source of the vibration. It wasn’t some out-of-balance brake drums, nor anything to do with the brakes at all. It was a couple of bad U-joints in the driveshaft, a condition that had arrived with the vehicle when the customer dropped it off.

Ever since that happened, Tooner has insisted on testdriving every vehicle before he works on it – even if it only needs a new headlight bulb. Sounds excessive, but I understand how he feels. A fellow just can’t be too careful.

And that’s why I won’t drink my coffee now without first giving it a litmus test.

Rick Cogbill is a licensed technician and former shop owner in Summerland, B.C. To read more about Slim and the gang, order your copy of Rick’s book, A Fine Day for a Drive at www.thecarside.com.

ADVERTISER INDEX ACDelco......................................... 6 www.acdelcocanada.com 1-800-26-DELCO Bars Products – Rislone................ 23 www.rislone.ca Beck / Arnley............................... 25 www.beckarnley.com 1-888-464-2325 Blue Streak-Hygrade....................... 3 www.bluestreak.ca Delphi Products............................ 18 www.delphi.com Goodyear ..................................... 28 www.goodyearep.com 888-275-4397 Honeywell – Fram ......................... 31 www.fram.com Honeywell – Autolite..................... 10 www.autolite.com Imperial Oil – Mobil........................ 4 www.mobil.ca 800-567-3776 NAPA ........................................... 14 www.napaonlinecanada.com 866-GET-NAPA

Ross-Tech

Ross-Tech..................................... 11 www.ross-tech.com Rotary Lift .................................... 27 www.rotarylift.com 1-800-640-5438 Shell............................................ 20 www.shell.ca Snap-On Tools of Canada ................ 2 www.snapon.com 1-800-734-2676 Valvoline ...................................9, 13 www.valvoline.com 1-800-TEAM-VAL

WORLDPAC

WorldPac ..................................... 32 www.worldpac.ca 800-463-8749 JUNE 2011 CANADIAN TECHNICIAN

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The Car Side

By Rick Cogbill

It Wasn’t Me! An ’03 Ford Ranger mysteriously vibrates; meanwhile, the shop’s coffee proves to be even more undrinkable than usual. What’s going on?

“G-g-golly,Tooner, you’re right! That’s one awful sh-sh-shake!”

Beanie’s eyeballs were vibrating faster than a mariachi band on steroids.Tooner backed off the gas pedal, and the little Ford pickup began to smooth out.

“Yeah. Every time I get ’er over 80 clicks, the backend of this thing starts to dance.”

Locating a wide spot on the highway, he turned the 2003 Ranger around and headed back to the shop. He was in a dour mood.

“But I don’t get it; how can a simple repair turn into such a mess?”

The demonized Ford had come in for a belated rear brake job – the owner had ignored the loud grinding noises coming from the rear wheels, only deciding to come in once smoke began to appear. Tooner had opted to salvage the rear drums via the brake lathe, but now he was having second thoughts. A serious rear end vibration had showed up the minute he took it for its first test-drive, and that was six test-drives ago.

“Maybe I should’ve used new drums instead of turning the old ones,” mused Tooner.

Beanie shrugged.“I know how you feel; I’ve been all thumbs lately myself. Almost everything I touch becomes a disaster.”

The seasoned veteran glanced over at our apprentice and

snorted. “Hey, I didn’t say I messed up, junior. I’m just saying that old lathe we got might be hooped! I’ve been after Slim to replace it for years.”

“Oh.” Beanie stared glumly out the front window. “All I know is, the boss isn’t gonna be happy about this. What do we do now?”

Tooner scratched the side of his nose. “Leave that to me; I know how to handle Slim.”

The Bean was correct in his analysis of my current state of mood. For whatever reason, the shop had been having a string of bad luck. From loose oil filters to damaged wheel studs, it had been one darn thing after another, and this shaky Ranger was the last straw.

I caught the two of them sneaking into the front office bearing gifts – a large box of sugary donuts, to be exact. I wasn’t impressed.

“Still no joy with those Ranger brakes?”

Tooner carried the coffee carafe over to the back sink.

“Let’s not talk about that right now. How ’bout I make us some fresh coffee?” he suggested, holding up a brown paper bag. “Even got a bottle of your favourite additive.”

I grabbed the bag. Inside was a bottle of Pickleduke’s Chocolate Peanut Butter Classic, the best addition to a cup of continued on page 29

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