Canadian Technician November 2011

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Servicing EPB

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

Electronic parking brakes are getting more popular. Can you work on them?

ALSO: ■ OE versus generic scan tools: thoughts from ASRW ■ New Brunswick ponders changes to inspection program ■ Meeting customers halfway in tough economic conditions

NOVEMBER 2011

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contents

Canadian Technician • November 2011 • Vol. 16 No. 9

FEATURES Meeting customers halfway...........................................17 Is it better to get half a job than no job at all? How tough economic conditions made one Moncton shop owner re-evaluate his selling process.

There’s no stopping EPB ................................................21 The use of an electric parking brake (EPB) system has numerous advantages and it’s gaining in popularity.

Do you know how to work on them?

COLUMNISTS

21

Management S.O.S. By Kelly Bennett...............................14

30

The Car Side

By Rick Cogbill

DEPARTMENTS Service Notes .................................................5 Out & About ....................................................7 Reader Rides..................................................7 Eye Spy .........................................................11 Products .......................................................27 Auto Puzzle...................................................28 Ad Index........................................................29

Our new international calling card. by

www.bluestreak.ca

NOVEMBER 2011 CANADIAN TECHNICIAN

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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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SERVICE NOTES

Deus Ex Machina

VOLUME 16

NUMBER 9

What will save your business – and your sanity – when things get tough?

By Allan Janssen

T

he ancient Greek playwrights had a way of painting their characters into a corner.

When all seemed lost, Zeus would appear and solve all their problems. An actor playing Zeus would be lowered from the canopy of the stage in a basket.

It was called deus ex machina. God out of the machine.

If you start looking for this storytelling technique, you’ll see it everywhere. In plays, in books, and especially in movies. In classic Western films, when the cavalry rides over the hill to save the settlers, that’s deus ex machina.

I believe training is the deus ex machina that could change the fortunes of many struggling auto repair shops.

This is not a new message, I know.

But I’ve just returned from the Congress of Auto Repair and Service (CARS) in Orlando, Florida, where I witnessed again the true value of training. I’m convinced the only way forward for a lot of shops that are having a hard time in this economic climate is to embrace training with evangelical zeal.

Here’s why.

There’s growing talk in automotive circles of the coming consolidation at the service provider level.

Consolidation has already hit the manufacturer level of our industry. It moved down the ladder to the warehouse distribution and jobber level.

It has struck new-car dealerships with a vengeance.And it’s coming for us.

We’ve already seen it begin in most urban centers, where the one- and two-bay garage is long gone. Three bays seems to be the bare minimum now. And if industry experts are right, it will soon be five bays. Ultimately, probably 10-bay shops will be the new norm as shop owners take advantage of economies of scale, comprehensive

451 Attwell Drive, Toronto, Ont. M9W 5C4

training strategies, and more effective management systems.

Size matters in this context because if you can’t reach a certain threshold of productivity, you may find yourself relegated to the fringes of our industry, without the kind of profitability you probably envisioned would fund your retirement lifestyle.

And if you don’t have the systems and processes in place to carve out some time away for you and your techs, you may not be able to invest in amazing business-building training events.

I talked to shop owners who closed their entire facility for a week and took their entire staff to CARS. Wow! How can they afford to do that?

I met service advisors who are like air traffic controllers, their only priority is to keep three techs busy and build rapport with customers.

I’ve been to enough of these events to know how truly motivating they are, how rich they are in innovative ideas, and how valuable they are for avoiding the pitfalls of modern business.

It kills me that shop owners who are struggling to make ends meet resist getting the training that could very well save their business and their sanity.

If you’ve never been, you need to plan to go next year. You may think of it as a huge cost in time and money, but you will go away from it knowing that it was an investment in your future.You will rub shoulders with the best operators in our business. You will hear their secrets, be impressed by their confidence positive attitude, and draw inspiration from their experiences.

It could well be a deus ex machina for you.

You can reach me at allan@canadian technician.ca

EDITOR Allan Janssen allan@canadiantechnician.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 GENERAL MANAGER 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 september 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

Emergency Stop

by Will Enns Phone (250) 404-0411

NOVEMBER 2011 CANADIAN TECHNICIAN

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OUT & ABOUT

Repair shops back under the microscope A U.S. morning show hides a camera under the hood and catches a couple of bad apples. By Allan Janssen From the perspective of aftermarket repair shops, the Today Show’s recent investigation on rip-offs in the automotive service world might appear to be mostly good news.

There’s still cause to be concerned, however, as you’ll see from the video of the segment, which aired Oct. 19 on NBC. (You’ll find it at http://tinyurl.com/ct-link-001.)

The report, by NBC reporter Jeff Rosen, followed a Jeep Cherokee with a rigged faulty AC relay to five aftermarket shops – two Midas shops, two Meineke shops, and a Pep Boys shop.

According to the technician hired by NBC to rig the car, the fix should have been easy to diagnose and fix, and should cost about $100.

READER Car’s transformation is on YouTube

RIDES

Darren Cunnane says his 1972 Ford Maverick is no trailer queen. “It gets driven a lot and is enjoyed by the whole family,” the Ontario technician writes. The vehicle was originally owned in Texas and it underwent 11-month body rejuvenation at Brantford Chrysler where Darren works. “It involved many late nights and Saturdays. Although it was rust free, it was loaded with 30-plus years of dents, hail damage, and touch ups,” he writes. “I’ve owned the car about four years now and it’s a never ending project, but that’s what it’s all about right?” Check out the video at www.youtube.com/watch?v=CaZZJ369rpA

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 allan@canadiantechnician.ca.

How did the aftermarket fare? Well, three of the five shops found the problem quickly and charged less than $100. (The Pep Boys shop actually suggested the vehicle owner buy the part and install it herself for just $25.)

Unfortunately, however, a Midas shop in Long Island, N.Y., inflated the bill to $464, charging for an unnecessary AC recharge and a cabin air filter that they never even checked.Their rationale: they were going by the mileage of the vehicle (40,000 miles and off-warranty).

A Meineke shop in New York never checked the relay, said he found a leak in a valve, and tried to sell a replacement part and an AC recharge.The bill came to $393 – and the original problem still exists.

It’s worth noting that this investigation was a follow-up to a previous one which targeted the service departments of new-car dealerships. In that investigation, the majority of dealerships flunked the test with flamboyance. Their estimates to fix the $100 problem ranged from $270 to $2,171.

In the investigation of aftermarket shops both of the failed shops, management owned up to the problems.

Lethbridge shop wins kudos for business ethics In stark contrast to the above story, Harold’s Auto Service in Lethbridge, Alta., recently won the Business Ethics Award handed out annually by the local Better Business Bureau.

Brian and Beverly Kaltenbruner, owners of the shop, said they're enormously proud of their staff for the commitment they've shown to provide excellent service to their customers.

“We try so very hard to make a difference in public perception of our industry. I almost had a heart attack when they announced our name,” Beverly said. “It’s been a very trying year and to win this unexpected and prestigious award is hugely gratifying.”

The shop has certainly lived up to its slogan: “Harold's Auto Service... where service is more than just part of our name.”

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3526'(0$1',7 &20 _

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OUT & ABOUT

SUPPLIER NEWS Advics to market Aisin brake products in North America Aisin World Corp. of America plans to transfer the sales and marketing of its aftermarket brake products to Advics North America, Inc. Aisin says the move, set to take effect Jan. 1, 2012, will enable it to expand its product base in North America. In North America, Advics’ brake products – including pads, calipers, brake hydraulics, and boosters – have been marketed by Aisin through its sales network. The new arrangement means Advics will now sell, service, and distribute its own aftermarket brake products.

Terry Macleod, manager of the Coast Tire in Dieppe, N.B., says the problem with going to a bi-annual inspection program is that vehicle issues can get progressively worse, to the point of being dangerous, in 24-months.

N.B. ponders inspection changes The New Brunswick government is still reviewing the feedback it received at public meetings last month to determine the direction of its annual vehicle safety inspection program.

A review of the program was sparked this summer by 400 responses to an online survey.

The government said it would look at the schedule for inspections (whether it should go to every other year, instead of every year), whether emission tests should be part of the program, and whether motorcycles should be subject to regular inspections.

Currently, there are 1,500 inspection station licensees throughout the provinces.

Shops are allowed to charge a maximum of $25 for an annual safety inspection.

Cars that pass are given a sticker. Those that do not pass must be repaired within a set period of time or risk being pulled from the road. Motorists found without valid stickers are liable for fines.

Speaking to delegates at the Automotive Industries Association of Canada’s recent Eastern Conference, minister of transportation and infrastructure Claude Williams said public and stakeholder input would help the government decide the direction of the safety inspection program.

“Our program has been in place since the late 1960s and has not changed much

since that time,” he said. “As you well know, vehicle technology has changed, as has as our awareness and understanding of the environmental impact of cars, trucks and motorcycles.”

Repair shop owners, managers and technicians in Moncton, where the AIA conference was held, said any move to make safety inspections biannual would undermine the provincial government’s stated commitment to safe roads.

Terry Macleod, manager at Coast Tire on Rue St. Therese in Dieppe N.B., said the review likely stems from consumer dissatisfaction about a program that is considered a nuisance, if not a money grab.The value, however, is indisputable.

“I’ve been in the trade for a while and I’ve seen a lot of junk disappear off the roads,” he said. “I can remember the days when cars came in with no floors, or with holes in the frame, and things like that. You don’t see that to the same extent anymore.”

Adam Perry, manager of Wonder Auto Center on Cloverdale Road in Riverview, N.B., said, if anything, the current annual inspection should be made more rigorous.

“I think we should be required to take that car on a road test to do a full inspection,” he said.

Read more at out website: http://tinyurl.com/ct-feature-002

AIA Canada holds event at Quebec’s National Assembly Automotive aftermarket leaders brought comments and concerns about promoting vehicle maintenance among Quebeckers to the province’s National Assembly on Oct. 18. Held in conjunction with a “Consumer Car Day” organized by the Automotive Industries Association of Canada’s Quebec Division, industry leaders met with Members of the National Assembly (MNAs) at the National Assembly of Québec. AIA members spoke to politicians and government representatives about the many challenges consumers face regarding vehicle maintenance. MNAs were made aware of Be Car Care Aware and its “Car Safety Month” campaign during the month of October.

Beck/Arnley names new senior marketing manager Sandy Norris has been promoted to the position of senior marketing manager for Beck/Arnley. She’ll be responsible for overseeing all marketing activities for the company, including strategy, brand development, advertising, public relations, promotional programs and website management.

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OUT & ABOUT

SUPPLIER NEWS

OE vs Generic Technician’s speech on scan tools at ASRW sparks debate online at www.canadiantechnician.ca. By Allan Janssen “A generic scan tool will give techs Pete Rudloff knows it costs more to use confidence that they have an ability that only OE scan tools in his shop, but he they may or may not actually have.” wouldn’t have it any other way.

With permission, Canadian The owner of Pete’s Garage Technician published the bulk in Newark, Delaware, told of Rudloff ’s speech because delegates at the Automotive of the interest it sparked at Service & Repair Week in ASRW. Predictably, it inspired Florida last month, that the a wide range of opinions from next step in the evolution of readers. the auto repair technician is to Technicians who disagree use only factory tools for the with his view point out that cars they work on.

Pete Rudloff not only are aftermarket scan With a running analogy that tools significantly cheaper, but many also compares two species of early man, come with a growing database of known Cro-Magnon and Neanderthal, he said faults and fixes built in – a resource that learning to embrace new technology OE scan tools do not have. There is also and new tools is vital to modern skills the question of how difficult it would be development. to learn to use a number of different “In skilled hands, OE scan tools will factory tools proficiently. greatly increase your tech’s ability to fix In his presentation, Rudloff a car correctly the first time and will conceded that generic tools have their greatly reduce their time spent doing place, but suggested “ideally you would diagnostics,” he said, adding that trying use the generic tool in conjunction to get by with just a generic scan tool with the OE tool in areas that the gaps “is definitely a liability” for a modern in coverage are known.” repair shop.

You can read read the full story at http://tinyurl.com/ct-feature-003

EYE SPY

If only this wood work!

After a run-in with a deer, this customer of Penner Automotive in Campbell River, B.C., decided to get creative with his exterior lighting. Although the headlights functioned, the rest of the lights were badly damaged.

So the customer mounted self-grounding marker lights onto a piece of wood. “He couldn’t figure out why they wouldn’t work!” writes technician Brent Cross. “We mounted the correct ones to get him going.”

TIA has new communications manager Former Maryland Transportation official Mark Cook is the new director of communications for the Bowie, MD-based Tire Industry Association (TIA). His new responsibilities include increasing TIA’s brand awareness.

CRP Automotive adds AJUSA to its team Engine parts from AJUSA will now be available in Canada through CRP Automotive’s warehouses in Ontario, California, and New Jersey. CRP Automotive has added engine part manufacturer AJUSA to its multi-brand offering of automotive replacement parts.

AJUSA joins ContiTech Automotive belts, Rein Automotive parts and accessories, and Pentosin Technical Fluids as part of the CRP Automotive group.

Dayco unveils new website feature Dayco has launched Tech Notes as the latest addition to its website at www.accessdayco.com. It contains technical information to help the professional technician diagnose belt noise on some of the most demanding drives in the market. It also combines OE service bulletins, engineering vehicle analysis, and interviews with professional technicians outlining solutions for noise.

Alldata launches new online training program Alldata says more than 400 customers have taken advantage of a new training option it launched in late August. The Online Training Center is an interactive website with 12 courses covering Alldata Repair S3000, Alldata Collision S3500, and Alldata Manage. Two more Alldata Manage courses are in production, and several additional courses are planned.

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: allan@canadiantechnician.ca

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IT HAS A CAR TO HOLD UP, NOT TO MENTION OUR REPUTATION.

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FROM OUR FORUM

Who’s working for free out there?

Forum members debate the advantages and drawbacks of pulling codes for free.

Just wanted to talk about Erol Yersel’s article ‘The Secret of My Success’ in the June edition of the magazine. Now I don’t mean to disrespect him, but free scanner hookups? Really? Obviously he’s doing something right if he’s staying so busy. And the problem might turn out to be a loose gas cap, as Erol discusses, but it can also be much more complicated than that. Who else does free testing? We sure don’t.

—Rob Music

I can tell you that almost every repair facility down here (Arizona) offers a “free scan” of your engine light.

Usually they send the lube kid out to the parking lot with one of those little scanners and he gets the codes and brings them to the advisor. It’s then his job to sell the proper diagnostic time so we can get the work. The system does work. I get more real good work out of those free scans than I ever thought I would. I know it sounds reverse of why you are in business but without the lure of a free something, a lot of folks just wouldn’t come in until they absolutely had to.

—Canuck623

Maybe my morning coffee hasn’t quite kicked in yet, but I think you’re both right. Nothing ticks off a customer worse than being charged up to $100 for something that takes 10-30 seconds to do. They feel ripped off.

However, a shop has to pay thousands of dollars to keep its scan tools and equipment up to date. Free work doesn’t pay that bill. One shop I worked at charged a flat rate for an initial scan, if no issue was found, they’d clear the light and provide the customer with a copy of the code

found and voucher that if the light came back on within the following two weeks they would scan and diagnose the issue at no charge. I agree with Canuck though, a free scan can often help get you the diagnostic and repair work. Customer satisfaction almost always means a healthier bottom line.

—MaritimeStorm

Free? What is free? If a regular customer has a light on and is concerned, you’d be a poor businessman if you charged him to scan it out front of the shop just to give him piece of mind. I do it all the time for free! Then I will clear it or leave it on, depending on the code and make him an appointment to have it checked out properly. Charge your regulars for that every time and you’ll be out of customers in a hurry.

—PAR

If the light is on steady, it’s a concern that needs to be addressed soon.

But it’s not threatening the vehicle and can wait for the next available appointment. If it’s a regular client, I will ask if they have recently filled up, and if so, did the light came on after filling. I will tell them to inspect their gas cap, or if they do not feel comfortable, I will do it for them, and note it on their file for next time we are scanning their vehicle to clear codes. I have a training budget of $20k per year and well over $50k of diagnostic equipment. Obviously I cannot work for free. Diagnostics is the single most complicated thing we do. It requires our best, most skilled technicians, the latest training, our most expensive equipment, and our most expensive bays. Book it properly and service your clientele properly.

—msog

It’s a wise businessman who remembers that the personal touch is the most important one. I would almost rate it higher on the scale than the “knowledge touch” although it’s critical that you know what you’re doing in this business if you plan to survive. We could debate theory, but I’ve been to Erol’s shop a few times and you can’t argue with the results.

It stares at you in the face. No, you don’t give your business away and go bankrupt, but if you move your focus away from people to numbers, your customers will feel it. And eventually, they will respond.

—Slim

It’s a fine line to walk. For regular customers, sometimes it’s worth the peace of mind for them to scan the vehicle. Let them know if the problem needs to be addressed immediately or not, and then book them in accordingly.

The “free” scan is rarely ever free. It’s a hook. Scan for free, pay for diagnostics.

Bottom line should be the same.

—jokerX

We don’t take out our most expensive piece of equipment into the parking lot. We have a $75 hand-held quick code reader that sits in an office drawer that we scan with. Some quick advice and usually the subsequent booking of an appointment puts the customer at ease knowing they can still drive their vehicle. The single biggest thing to remember is customer service.

—Lyersel 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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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.

KEEPING YOUR EYES OPEN FRAUD IS HARDER TO DETECT… AND IT CAN HURT A BUSINESS A LOT MORE THAN PILFERAGE.

HI KELLY: I’ve always valued the relationship I have with the guys in my shop. I like the way we work together. I trust them and I think they trust me. So, I’ve been leery of “cracking down” on opportunities for them to steal from me. I don’t think it will happen, but even if it does, the cost to me would be far lower than the cost of creating an atmosphere of mistrust.

Am I being naïve?

— Erol

HI EROL: You worked for me once. I think we had a pretty good relationship. And we worked very well together. Did you feel like I mistrusted you?

Yet do you remember the chit system for using shop tools? You thought that was just about knowing where the tool was… but it also helped me make sure it didn’t go missing.

Do you remember how the employee lockers were near my office?

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CANADIAN TECHNICIAN NOVEMBER 2011

You didn’t know that was meant to dissuade you guys from trying to slip my parts and tools into your knapsacks.

Did you notice that only the service writer pulled parts out of inventory? Or that the garbage dumpster out back was under lock and key? Or that everyone had their own code for the keyless entry system? Or that we had cameras in public areas? I could go on and on!

You weren’t offended by those measures, were you? I was protecting myself but I didn’t make you feel like a criminal. It can be done.

But you know what’s naïve?

Thinking you’ll never be taken advantage of. There are an awful lot of people who have watched their retirement investment dwindle over the last couple of years. They trusted their financial advisors.They trusted the institutions they dealt with.They trusted the global economic system. Yet around the world trillions of dollars have disappeared due to massive fraud at the highest levels.

Believe it or not, you are susceptible to white-collar fraud too, and you have to protect yourself from that. Needless to say it’s on a much smaller scale than the global economic meltdown, but it is pretty important to your shop.

One kind of fraud is when a customer approaches one of your technicians, on the side, to see if they

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own) credit card. They could have a friend’s vehicle repaired at deeply discounted rates by leaving some things off the invoice. If they’re really bold, they could widen the net of people they give a good deal to, “splitting the difference” with friends of friends.

The worst case I’ve heard of was at a shop where a particular customer could not afford a significant repair. The manager bought the vehicle (without telling anyone), had the car fixed, then

bait, it was surprising how many seriously considered it… and how few told management about the proposition. I’m not recommending you do this unless you really suspect you have a problem.

Service advisors and managers can also be tempted to go over to the dark side, particularly if they’re paid a bonus based on gross sales. Personally, I believe bonuses should be based on gross profit.

Basing things on sales opens you to a lot of potential problems.

They could credit a friend’s (or their

“lost” the invoice and sold the car privately. Now, that is one shady character!

One trick that employees have thought up over the years is to put a phony refund for a customer through on their own credit card. You need to scrutinize all refunds. Is this a real customer? Was there, in fact, a recent sale to that customer? Is the refund going to the right credit card? If you’re even a little suspicious, you should subtly follow-up with the customer.Tell them you just want to make sure they

Larry Dickison

can do a cash job after work or at their own place. If he agrees, he may not be stealing anything tangible from you.

He’s not stealing parts or money. But he is definitely stealing work. He’s taking a customer away from you. You need to have a very clear policy about this in your employee handbook.

I know of some shop owners who’ve had their secret shoppers try to entice their techs to do some backyard work.

Even if they didn’t ultimately take the

got their refund. Most times you’ll find the refund was legitimate and received.

On a rare occasion, you’ll find a discrepancy. Either way, you look like a hero. Your follow-up is an “extra-mile” act of customer service.

A lot of this is stuff we don’t like to talk about. No one likes to think that their employees are out to rip them off.

No one wants to work in an atmosphere of mistrust. I get it. But I’m in an airport right now and you know what I keep hearing about? The threat level. It’s elevated right now. That doesn’t necessarily mean something’s going to happen. Probably nothing will happen.

But the people who calculate the threat level want me to be a little more suspicious as I walk around the airport. They want me to keep my eyes open.

When you’re running a shop with a bunch of employees and lots of potential for fraud, you’ve got to keep your eyes open. I don’t want you to make your techs feel like criminals.

That’s going to be hugely counterproductive. And you can say goodbye to your relationship with them. And you’re probably well on the way to a very high staff turnover rate.

Well, Erol, my plane is boarding. I’m excited to be going back home. I’ll be playing chess with an old chum of mine.

We get together once a month in a classic battle of wits. Best game I know… and it’s taught me a lot about business strategy too!

All right, we’re boarding now. Got to go. But remember, I’m always 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 kelly@kellythecoach.com.

NOVEMBER 2011 CANADIAN TECHNICIAN

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CanTech Nov 2011_untitled 10/27/11 10:35 AM Page 16

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CanTech Nov 2011_untitled 10/27/11 10:35 AM Page 17

Profile

Chris Kennedy at his shop in Moncton, N.B.

ADAPTING to the economy A shop owner in New Brunswick comes to the conclusion that sometimes you have to bend to keep from breaking. By Allan Janssen

C

hris Kennedy, owner of the Mister Transmission shop in Moncton, N.B., knows what a tough economy does to maintenance customers.

It turns the three-times-a-year people into two-timers. It turns the two-timers into one-timers. And you can say goodbye to the one-timers.

They’ve moved into the ranks of the breakdown customers.

And in the transmission business, which is driven by typically largerticket breakdown jobs, it can have a devastating impact.

“There’s a lot less money around, these days,” he says. “I see it all the time.

People want to get their cars fixed properly, they need to get them fixed properly, but they can’t afford it” The question he’s faced in the last couple of years, is what do you do if the customer can’t spring for a new or

rebuilt transmission? Do you turn them away because those are their best options and you don’t want to give them anything less? Or do you adapt to the times?

Chris Kennedy chose to adapt.

“In this economy, we’re putting in more used units,” he says. “We’re giving the customers more options when they come in.”

In other words, he’s off the old script of selling only premium repairs.

“A new transmission is an expensive option. Consumers don’t want to get headlocked,” he explains. “It’s about building trust. I want people to know that at Mr. Transmission it’s not ‘my way or the highway.’ They’re having trouble scraping together $1,200 to put a used unit in their car. A $2,000 rebuild is out of their reach. So we’ll find a solution that meets their budget.”

Kennedy learned that lesson the hard

way, after watching customers leave his shop in dismay because of the cost of a premium job.They’d settle for a cheaper solution down the street.

“I had to ask myself what’s better?

Offering my customer a used unit and hitting 100% efficiency in the bay? Or saying, ‘If you don’t want a new transmission, go away’? Now the shop is down to 60% efficiency or 40% efficiency.”

At a recent conference of the Automatic Transmission Rebuilders Association, he listened to a New York shop owner who had faced this exact problem.

“He had eight builders. He saw, year after year after year, his income dropping.

He was rebuilding fewer units.Where was the work going? What he found out was his approach was too rigid,” says Kennedy.

“That’s the guy I listened to. He was down to $725,000 in sales for the year and put it back to $1.6 million by firing NOVEMBER 2011 CANADIAN TECHNICIAN

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CanTech Nov 2011_untitled 10/27/11 2:37 PM Page 18

Profile

Rick Dikens is Chris’s top transmission rebuilder.

four of his builders and hiring four more re-and-re guys. He started offering his customers options. That’s what turned things around for him.”

Kennedy says that approach is turning things around for him too.

“If my customer can’t afford to fix his car the proper way, the Mr.Transmission way, one-year, unlimited kilometers, if that’s just out of reach, then we switch gears, and look for something that’s within their budget,” he says. “It’s not the best solution, but in the economic situation that we’re in, it works.”

He believes one of the other transmission shops in town paid the price for being rigid.

“They took the hard-sale approach, and now they’re closed. If you talk to people in town, that’s exactly what did them in. That’s what nailed their coffin closed.”

Kennedy and his father-in-law, Gene Lewis, started the shop from scratch seven years ago. After a difficult start – a couple of locations fell through before the building they finally bought turned out to have contaminated soil – business has finally found firm footing. He’s gaining trust and work from local automotive service providers (ASPs) by making himself available to them as a 18

CANADIAN TECHNICIAN NOVEMBER 2011

Shop foreman Kirk Weaver inspects a customer vehicle.

driveline resource.

“I realize the key to getting work from general service garages is building relationships. We provide shops with free technical advice.We’re there to help them,” he says. “I’m not there to steal their general service work. I don’t want to steal their safety business. I don’t want to steal their brake jobs.”

What general service work he does is usually because he’s already got the car in the air with the wheels and transmission off and, if he finds safety problems it would be unethical to put the car back together just so another shop can take it apart again.

It’s been a slow and steady climb, finding regular customers, and building the business.

“We’re not in the red anymore,” he says. “We’re paying the bills, but we’re only one economic turn from being in trouble again. And that has been part of my reasoning. That’s why I take a more relaxed approach to selling.”

He refuses to fall into the trap of being afraid of leaving money on the table – of selling a cheaper job when the customer does have the money for a premium job and with a little work could be convinced to take it.

“Some shops take the rigid approach

because they’re too scared to mention any other approach. They’re fearful that their customer might have the money for the full job and they’ll have missed the opportunity to sell it to him,” he explains. “But you can’t make his decision for him. It’s his decision to make and informed customers make good decisions.”

It’s all about communication, he says.

“I stress our five-year, 100,000 km warranty and the quality of our work. I play it as strong as I can,” he says. “I tell them, ‘We want you to rebuild the transmission here.That’s what I’d like at the end of the day. It’s the best profit for me, and it’s the best insurance for you. But I realize that might not meet your budget. So, here’s what I’ll do for you: I’ll find you a solution that meets your budget. There are options out there. There are used units. There are sometimes rebuilt units available from other suppliers. I’ll do whatever I can to get you back on the road.”

Ultimately, he wants his customers to know they didn’t get ripped off, no matter what route they went, and no matter what other shops charge. He wants to earn their trust.

“Other than being honest and transparent,” he says, “I don’t know any way to do that.”

CanTech Nov 2011_untitled 10/27/11 10:35 AM Page 19

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With the SAX Program, Uni-Select offers you the tools and business solutions to grow your business! t Loyalty recognition t Consumer warranties t Preventive maintenance tools t Complete training programs t And more!

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CanTech Nov 2011_untitled 10/27/11 10:35 AM Page 20

CanTech Nov 2011_untitled 10/27/11 10:35 AM Page 21

There’s no stopping EPB Electronic parking brakes are becoming more popular.

Carmakers love the space and weight savings – and servicing them can actually be easier for us. ne of our customers has always driven high-end GM cars. His current model is a 2009 Cadillac CTS. After a trip home from the cottage this summer, he brought it in and because the brake light on the dash was flashing. I thought it might just be low on fluid – perhaps due to worn pads. So I told him we’d do a brake inspection to see what it needed.

When I was bringing the car in, however, I noticed it was the parking brake light that was flashing, and the driver information display was saying “Service Park Brake.” I looked to see if the parking brake pedal was released and that’s when I noticed that there

O

wasn’t one. After closer inspection I discovered this vehicle is equipped with an electric parking brake system. I knew some European cars, particularly VW models, have such a system… but domestic vehicles?

Yup. Not a lot of them. But the number’s growing.

The use of an electric parking brake (EPB) system is not new. It’s been on some vehicles since the late 90s. It has numerous advantages and it’s gaining in popularity.

European car manufactures were quick to adopt the system as they generally have smaller cars and were looking for ways to save space and weight. The talk in the industry now is

that one in five European vehicles will be outfitted with EPB by 2015.

The North American market has been slower to adopt the technology; current projections expect only about 10% of the vehicles to have EPB by 2015. Most of the major auto parts suppliers have aftermarket coverage.

TRW, Aisin, PRB, Bosch, ContinentalTeves, and Delphi all have EPB components. They may not be on a model you’re servicing today, but you’ll see them soon.

EPB eliminates the mechanical connection between the operator and the parking brakes; it’s now operated by wire. The system uses an electric switch to activate and deactivate the parking brakes. So the area that was devoted to a pedal assembly or a parking brake handle unit can now be used for other things. This frees up space in the tradiNOVEMBER 2011 CANADIAN TECHNICIAN

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CanTech Nov 2011_untitled 10/27/11 10:35 AM Page 22

tional hump area, foot well, and center consoles.

And it’s not just about space savings.

Some manufacturers claim there’s increased occupant safety by the removal of the handle or pedal assemblies during a collision.

The EPB requires a microprocessor assembly. It may be a stand-alone unit, or it could be attached to the CAN network. If it’s a networked EPB, it will have the ability to use and share lots of information from the other modules and processors on board.

There are lots of advantages to having a networked EPB. It can function completely automatically, applying and releasing the parking brakes as needed when the vehicle is put in park or, in a vehicle with standard transmission, when the key is shut off. It can apply the parking brake if the driver’s door is opened, if the driver’s seatbelt is undone, or if the trunk or hood are opened. It can even be used as a hill holder to prevent the car from rolling backwards at a stop sign.

Furthermore, it can be incorporated with the ABS to provide low-speed traction control, or be used as an immobilizer, locking the wheels when the vehicle is parked. And in the event of a hydraulic brake failure, it can bring the car to a stop – much like an ABS stop – without the rear wheels locking up and

causing a spin-out.

There are two basic designs.

The first uses a bi-directional motor that applies a pulling force to the brake cables that run to either the rear calipers or the parking brake shoes (a drum-inhat rotor style). This style may be tied 22

CANADIAN TECHNICIAN NOVEMBER 2011

into the CAN network or be an independent unit.

The EPB control module assembly can be tucked anywhere under the car or even in the trunk. This style will usually have some form of manual release mechanism in the event of a motor failure. This style is common on Cadillac, Mercedes Benz, Jaguar Land Rover, Lincoln LS, Chevy Volt, and the 2011 Buick Regal.

The second design incorporates bidirectional electric motors in each caliper. The motors mechanically operate pistons that provide the necessary clamping force. This form of EPB will probably become the most common, as it eliminates the need for brake cables. Another advantage is the manufacturing process is streamlined to only one hydraulic and one electrical connection on the each rear-brake assembly. In this second design the EPB module has to be CAN networked, as it needs more information to function safely and properly. This design is used on VW, Audi, Ford in Europe, and others.

In both designs, the EPB module will control the action of the bi-directional cable motor or caliper motors that apply the clamping force. The EPB module will monitor specific aspects of its own system, including the yaw rate of the vehicle, the position of the EPB switch, and the clamping force that is being applied to the brake cables or caliper pistons. It can also monitor the temperature of the clamping motors.

It’s worth noting that someone playing with the switch could overheat those motors, causing damage.

If a CAN network is incorporated into the system, data from any number of modules becomes available and all the EPB information can be shared.

EPB provides a safer and more accurate parking brake system… and while servicing them involves learning a few new tricks, it’s not too intimidating.

As technicians, we need to know how to disable and safely release the cable tension, or retract the calipers to provide the needed service.The importance of an up-to-date and accurate information system can’t be stressed enough.

In many cases, there are release mechanisms built right into the system to allow for the servicing of parking brake shoe assemblies on cable-operated EPB systems.

Lexus provides a special tool to back the cables off, but the use of a Lexus scan tool to pretension the cables is recommended.

GM and Ford have three methods ranging from a scan tool method (preferred), a non-scan tool method, and a manual mode that requires the lowering of the EPB module to gain access to the manual mechanism. Going the manual route may involve dropping the sub frame.

If you’re dealing with an EPB system using motorized calipers, you’ll need the factory scan tool or another dedicated tool to retract the calipers for service. Reversing the motors any other way could cause damage or result in a flashing EPB light, brake light on, or an information warning message that you may not be able to turn off.

The EPB system is able to perform self-diagnostics and will set codes if it sees a problem. Codes can be set for any number of reasons, including overheated motors, shorts, opens, unintentional grounds, communication errors, and networking failures. The only way to retrieve those codes may be with the use of a proper scanner. But retrieving trouble codes, and retracting calipers is not the only thing that a scanner may be needed for, it may be

CanTech Nov 2011_untitled 10/27/11 2:22 PM Page 23

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CanTech Nov 2011_untitled 10/27/11 10:36 AM Page 24

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How did 2011 turn out for you?

Where are you headed next year?

Running a highly successful repair facility requires 3 important steps 1. Symptoms – Where am I at?

What are the issues I am facing 2. Where should I be? – What is causing the issues that I am experiencing?

3. How do I get from where I am, to where I can and should be?

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I’m just an e-mail away!

Contact me at coaching@ kellythecoach.com or 1-877-645-9672

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CANADIAN TECHNICIAN NOVEMBER 2011

needed to properly setup the system after a repair, part replacement, or to re-flash the EPB module if there’s a software update.

The EPB system not only makes the vehicle safer, but the reduction of parts means the vehicle can be lighter for better fuel economy and lower emissions. One manufacturer claims it saves as much as 16 pounds on a full-size SUV/pickup. And vehicle makers love it because it costs them less to manufacture.

And that’s not all. They say the simpler system is more reliable and can result in fewer warranty claims. Some of them are a lot easier for us to service.

Sounds like good news all around.

When you see your first EPB case roll in the bay, there might be a bit of a learning curve but it’s not all that tough. Just follow the available service information and use the right tools.

In my case, the 2009 Cadillac CTS with the EPB warning light did have a trouble code, C0574 54 (Circuit Board Temperature Sensor High). When a visual inspection was performed the module was found to be completely caked in mud. Could this have caused the condition? The mud was removed code cleared, and the system has been OK since.

EPB is a stepping stone for the future. It can be 100% wire controlled – which is music to manufacturers’ ears. They’re watching and learning from these early systems. Delphi and others have already developed full brake-by-wire systems.

There’s no mechanical link between the gas pedal and the engine on most new vehicles now. So when will the mechanical link between the brake pedal and the caliper or drum be broken?

I don’t think it’s as far away as you might think!

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

CanTech Nov 2011_untitled 10/27/11 10:36 AM Page 25

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CanTech Nov 2011_untitled 10/27/11 10:36 AM Page 26

62&,$/&50 $775$&76 &86720(56 $1' .((36 ·(0 Z

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Mitchell 1 SocialCRM creates the magnetic pull your shop needs to keep your current customers and attract new ones.

Through a finely calibrated combination of verified consumer reviews, social media management, and proven follow-up communication programs, SocialCRM is the comprehensive and high-performance toolkit your shop needs to energize your business for success.

800.410.0529 www.m1socialcrm.com © 2011 Mitchell Repair Information Company. The Mitchell 1 name is used herein by permission from Mitchell International, which has no ownership interest in Mitchell 1.

CanTech Nov 2011_untitled 10/27/11 10:36 AM Page 27

PRODUCT CENTRAL For details on these and many other products, go to www.canadiantechnician.com Brake rotors

Universal hub puller

Fuel Pump Driver Module

Worldpac has become the exclusive North American distributor of Pilenga brake rotors for Asian, European and Domestic carlines. Worldpac’s complete brakes program includes over 15,000 products from dozens of top-tier global suppliers. http://tinyurl.com/ct-prod-063

OTC says its new Universal Hub Puller HD with Plate (P/N 6574) was specifically designed to allow professional technicians to service wheel hubs, axle shafts, and other tough pulling applications. http://tinyurl.com/ct-prod-070

Dorman has just released a corrosionresistant Fuel Pump Driver Module covering over two million Ford vehicles from 2004 until 2010. Rubber bushings have also been added to the mounting screws. http://tinyurl.com/ct-prod-071

Refrigerant handling system Bosch says its ACS 620H Digital AC Refrigerant Handling System is J2788 and J2788 High Voltage Addendum certified to service both hybrid vehicle AC systems and conventional AC systems. http://tinyurl.com/ct-prod-065

Motor oil Two new products have been added to Valvoline’s NextGen motor oil line.

NextGen Premium Blue SAE 15W-40 and NextGen All Fleet Plus SAE 15W-40 are available in bulk and drum sizes. http://tinyurl.com/ct-prod-066

Wireless kit for scan tool Snap-on has released a wireless scan module conversion kit (EAK0294B21A) that allows customers to add “wireless freedom and keyless simplicity” to their VERUS Diagnostic & Information System. http://tinyurl.com/ct-prod-067

Transfer case motors A1 Cardone says its new transfer case motors are vibration-tested and thermal-cycle tested and are available for over 120 domestic and import applications, covering more than 45 million vehicles in operation. http://tinyurl.com/ct-prod-069 NOVEMBER 2011 CANADIAN TECHNICIAN

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CanTech Nov 2011_untitled 10/27/11 10:36 AM Page 28

INSTALL

50 Install 50 Goodyear Engineered Products And Choose Your Reward

Send your solved puzzle to Canadian Technician. We’ll draw a winner on February 1, 2012.

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

WIN $100 Name: Workplace: Work address: Phone:

Email:

AUTO PUZZLE NOVEMBER 2011 1

2

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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 February 1 2012. 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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For further details, contact your local Goodyear Engineered Products Rep. or call 1–800–ASK–GDYR www.goodyearep.com The GOODYEAR (and Winged Foot Design) trademark is used by Veyance Technologies, Inc. under license from The Goodyear Tire & Rubber Company.

Goodyear Engineered Products are manufactured and sourced exclusively by Veyance Technologies, Inc. or its affiliates. ©2011 Veyance Technologies, Inc. All Rights Reserved.

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CANADIAN TECHNICIAN NOVEMBER 2011

Congratulations

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Congratulations to Ben Hildebrandt of Power Chief Auto Body in Calgary, Alta., for solving our August 2011 Auto Puzzle.

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Across 1. Tour de France vehicles 5. Greasy-spoon sign 9. Easy-to-open, hard-to-close item (4,3) 10. Defunct Isuzu for a Spanish pal 11. See “Birthplace of Aviation” plates here 12. Auto-auction action 15. Really wrecks the Rolls 16. Nickname for Morgan 3-wheeler 19. ‘09 MINI variant 21. Brake-shoe housing 24. Component in anti-theft system 25. Street-surface substance 26. Dirt-road feature, frequently 27. Ford counterpart to El Camino Down 1. Smoky drag-strip stunts 2. Roman racing rig 3. Certain engine shafts, briefly 4. ‘81 Lotus model and Firebird variant 6. Flying-saucer driver 7. The S in M+S tire 8. An auto-body style 13. Home of “Heart of Dixie” plates 14. ‘90s GM econobox (3,5) 17. Odoriferous city-truck cargo 18. USA’s ‘65 Auto Pact partner 20. Car-related bank transactions 22. Description of overly-worn tire 23. A well-oiled group

AUGUST 2011 AUTO PUZZLE 1

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QUESTION OF THE MONTH How can a service advisor make a technician’s life easier?

CanTech Nov 2011_untitled 10/27/11 10:36 AM Page 29

continued from page 30

ADVERTISER INDEX Bars Products – Rislone .....................27 www.rislone.ca

he flipped the leak detector on and off. The self-check beeps were really annoying.

“I can’t see no leaks anywhere. I’ve checked the compressor seal six ways till Sunday, eye-balled the service ports with a magnifying glass, and crawled over every inch of tubing I can get to. I might get half a squawk from the evaporator drain hose, but that’s it.”

I frowned. “How about a vacuum test? Let’s pull it down overnight and recheck it in the morning.”

Tooner complied, but not without protest. “It might show there’s a leak, but it ain’t gonna show me where!”The next day, Tooner was more confused than ever. “Yesterday I vacuumed the system to 27 inches and this morning it’s still at 27! Is this really leakin’ or what?”

Basil wandered over, coffee mug in hand. “Gentlemen, let’s discuss the evidence before us.”

“What evidence?”

Basil shrugged. “We know the system has a leak, because it loses refrigerant on a consistent basis.We just need to apply the process of elimination. If you’ve checked everything humanly possible to find leaks at the visible areas, then we have to assume the leak is in an area where you can’t see it.”

Tooner frowned. “That’s what worries me. The forums are all saying Dodge has issues with their evaporators, and I’m inclined to agree. But the sniffer won’t confirm it, and there’s no way of knowing without pulling the dash apart.”

“Precisely,” said Basil. “We are not magicians, and we can’t do the impossible. Our research tells us that Dodge has problems in this area, and our observations have ruled out all the other aspects that we know of. So if the customer wants us to take it further, then this is the next step. We have to eliminate the most likely possibilities.”

“He’s right, Toon,” I said. “We have to tell Marty that it’s time to open up the evaporator housing and either find the dye, or prove it’s not there.The decision is his.”

Tooner frowned. “I know; I just hate doing something I’m not 100% sure of.”

In the end, Marty gave us the go ahead to investigate the insides of his dashboard. What we found was an evaporator core caked with dirt – dye-colored dirt no less.

Marty shook his head as he handed over his credit card.

“I’m impressed with your deductive skills, Slim. I know you guys are good at your job, but sometimes I think you’re more like magicians!”

I laughed. “Not magicians, Marty; just technicians. If you want proof, then step right this way:Tooner wants to show you a card trick.”

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.

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CanTech Nov 2011_untitled 10/27/11 10:36 AM Page 30

The Car Side

By Rick Cogbill

Magician or Technician?

If there’s one thing Tooner can make vanish it’s refrigerant dye.

Too bad he can’t bring it back again!

“Pick a card, any card.”

Groans and protests flew like pigeons after popcorn. “Geez, Toon, give it a rest; you’re never gonna get that trick right!”

Tooner’s mouth twitched as he concentrated heavily on the playing cards spread before him. “I got ’er this time, boys. Just pick one – I promise you’ll be amazed.”

Reluctantly, Quigley reached for a card. “Now what?”

Tooner gathered up the deck and shuffled it ferociously.

“Uh, hold on a minute…” His beady eyes shifted from side to side as he scanned the cards frantically. The cheap plastic clock on the wall ticked loudly as the seconds dragged on.

“Ah, the ten of hearts…maybe?”

“Not even close.” Quigley snorted and threw down the ace of diamonds.

Tooner gasped. “I don’t get it. That magician guy made it look so easy.”

Ever since Tooner and his wife had returned from their anniversary cruise to Alaska, he’d been raving about the nightly magic show. He’d even wheedled some private lessons from the master himself on the sun deck. But magicians aren’t fools; either the guy hadn’t revealed a single trick or Tooner

was a lousy student. It was a toss-up either way.

Tooner changed gears and pulled out an old bungee cord.

“Let me show you this rope trick...”

Basil got to his feet. “Sorry, my good man, but duty calls. I believe we have a backlog in the shop that isn’t going to magically disappear.”

I dropped my coffee mug into the greasy sink water. “You read my mind, Bas. Tooner, bring in Marty’s Dakota. The AC’s low again and he wants an answer.”

“Sheesh!” said Beanie. “Isn’t that the third time it’s been back for a recharge?”

“Fourth,” I said. “It’s time for a proper diagnosis.”

Tooner scowled. “There’s something spooky about that AC system. I’ve never seen refrigerant escape like that and not leave a trace – ’specially with all the dye I’ve put in there.”

Marty Freeman’s 2000 Dodge Dakota SLT pickup was a real mystery. He’d bought it used, so we had no history on this AC problem. But every four to six months the truck would return with a low charge condition, with no sign of the detection dye we’d installed.

Some time later I found Tooner glaring at Marty’s truck as continued on page 29

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CANADIAN TECHNICIAN NOVEMBER 2011

CanTech Nov 2011_untitled 10/27/11 10:36 AM Page 31

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