Canadian Technician September 2011

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Getting into

Tire Game

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

The

What it takes to thrive in this competitive – and essential – business

ALSO: ■ Recession woes hit the repair shop, AAA says ■ Manitoba considers ‘Fair Trade’ changes ■ New Ford coolant is a hot topic among technicians

SEPTEMBER 2011

WWW.CANADIANTECHNICIAN.CA

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IF ONLY PROBLEMS WERE THIS OBVIOUS. The new SOLUS Ultra™ makes discovering what’s wrong with your customers’ cars easier than ever. Its keyless OBD connector and touchscreen interface get you up and running faster and the full range of scan tool functions, functional tests, adaptations, relearns and experienced-based Fast-Track® Troubleshooter not only help you find problems, but enable you to fix them with confidence. Suddenly complex diagnostics don’t seem so complex.

To learn more talk to your Snap-on® representative or visit diagnostics.snapon.com/solusultra

Snap-on Snap -on is a tradema emark k of o Sn nap-o p-on In Incorp corporat orated. ed. ©Sna ©Snap-on p-on Incorporated 2011.

All othe oth r m marks are ar trad ademar emarks ks of of their th resp e ective holders.

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contents

Canadian Technician • September 2011 • Vol. 16 No. 7

FEATURES Getting into the tire business........................................21 Adding tires to the list of services you perform may be a good strategy for your business… but there are some important considerations before you take the plunge.

The new Ford coolant ....................................................26 Ford has made a commitment to a worldwide coolant.

The reason for the change is simple: to cut costs.

The ramifications for technicians are many.

COLUMNISTS Management S.O.S. By Kelly Bennett ........................................18

38

15 DEPARTMENTS

The Car Side

By Rick Cogbill

Service Notes......................................................... 5 Letters .................................................................... 7 Out & About ........................................................... 8 Reader Ride......................................................... 11 Eye Spy ................................................................ 12 From Our Forum .................................................. 15 It’s Your Turn ........................................................ 17 Products .............................................................. 32 Auto Puzzle ...........................................................36 Ad Index................................................................37

Our new international calling card. by

www.bluestreak.ca

SEPTEMBER 2011 CANADIAN TECHNICIAN

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HERE’S TO THE PURSUIT OF:

Stocking what I trust in my car.

When we opened our first Jiffy Lube 24 years ago we focused on two things: quality and trust. To day, passing 94 shops o ver to my four sons, we still recommend Pennzoil ; it's always delivered on our values. So here's to the pursuit of ®

building trust one oil change at a time.

ANTHONY FANTICOLA Jiffy Lube Franchisee, Father, Amateur Magician

For 100 years people have been trusting Pennzoil® to keep their favorite machines running clean and strong. pennzoil.ca

Not just oil, Pennzoil.

®

©2011 SOPUS Products. All rights reserved.

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SERVICE NOTES

HERE’S TO THE PURSUIT OF:

Selling confidence Your greatest asset these days is a service advisor who can effectively communicate the value you bring to your customers.

A warranty that helps

By Allan Janssen

T

he economy has been tough on publishing houses lately, just as it has been on repair shops. Here at Newcom Business Media we’ve had to close a couple of magazines in recent months, and we lost some very good people.

One of them is my predecessor on this magazine, David Menzies, who brought a unique flair to Canadian Technician. I liked the magazine he put together and I’m sorry to see him go.

It’s sobering when things don’t work out the way you planned.

The economy has brought some regrettable changes, no doubt. But it has also taught many companies the value of streamlining their businesses, reorienting their products to meet demand, and renewing their commitment to customer satisfaction.

In the world of automotive repair and service, financial turmoil has made many motorists defer their desire for a new vehicle. They’re also reluctant to approve major repairs on their aging vehicles.Your job is as tough or tougher than it’s ever been.

I posted a story on our website (www.canadiantechnician.com) about the very real challenge of earning your customers’ patronage at a time when disposable income for many families is shrinking and when the stock market is playing havoc with their retirement savings. When motorist learn they have a faulty transmission, or dangerously worn brakes, or broken shocks that will cost more money to repair than they think they have, they may go into a tailspin of despair.

That’s why everyone on your team needs to be a salesman these days. Not to

hustle customers. Not to scare them into the bay. Not to perform a wallet flush.

But to educate them, offer good advice, and build their trust.

I firmly believe the key position in your shop right now is your service advisor. How well does he or she relate to your clients? How good is he at instilling confidence? How well does he understand the capabilities and limitations of your technicians? How well does he convey the benefits of vehicle maintenance? How well does he listen to your customers’ concerns?

If you have a service advisor who excels at all of these benchmarks, you’ve got a great asset for your business.

Here at Canadian Technician we’re putting a stronger emphasis on developing sound selling skills because they’re the hallmarks of the most successful shops out there. In order to win at this game, you have to find innovative ways to communicate the value you bring to your customers.

We’re going to profile service advisors who really shine, who win not only the loyalty but the respect of their clients.

They’re on the front lines of promoting proper vehicle maintenance in these trying times.

Have you got someone on your staff like that?

Tell me about the best service advisor you know. I’d love to talk to them and learn their approach to serving their customers. The best service advisors out there are exceptional representatives for our industry, and we can learn a lot from them.

You can reach me at ajanssen@canadian technician.ca

FEVIU VILLARREAL ASE Certified Master Mechanic, Moto X Enthusiast

PENNZOIL LETS YOUR CUSTOMERS CHANGE THEIR OIL ON THEIR SCHEDULE.* This customer-friendly term helps make it a better sales tool for you. See detailed terms and conditions at Pennzoil.ca.

Some conditions apply.

* To maintain the warranty, the vehicle’s oil and oil filter must be changed at least as often as recommended by the vehicle manufacturer. Other conditions apply. ©2011 SOPUS Products. All rights reserved.

SEPTEMBER 2011 CANADIAN TECHNICIAN

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With the Potenza™ RE970AS Pole Position™, Bridgestone delivers an ideal blend of ultra-high performance handling with the added benefits of enhanced wear and all-season traction. 3D siping improves braking and traction, while the footprint is optimized for even load distribution to enhance wear performance. π 34 sizes from 16 ˝ to 20 ˝ π W speed rated π Targeted UTQG: 400 AA A π 65,000 kilometer warranty π Performance tire for sports cars and sports sedans

1.866.9 GO TIRE

tiresafety.com

bridgestonetire.ca

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LETTERS

VOLUME 16

NUMBER 7

451 Attwell Drive, Toronto, Ont. M9W 5C4

EDITOR Allan Janssen alan@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

“Tire Tracks”

by Will Enns Phone (205) 404--0411

WHO HAD ELECTRIC PS FIRST? Just a quick note about your article “Going beltless.” Jeff says the first vehicle to have an electric power steering system was the 1990 Acura NSX. If my memory holds correct, though, I believe the 1988 Pontiac Fiero GT had a fully electric power steering system in the front of the vehicle with a mid-engine configuration. Keep up the great work; your magazine is wonderful reading at lunch.

Tom Hines - Fountain Tire, Richmond, B.C. Jeff Taylor responds, Tom, I never saw one but, yes, the Fiero also had an electrohydraulic power steering system and was a rare bird. It was to be used on all Fieros in 1989 but they cancelled production.

The 1990 Acura NSX was the first vehicle to have completely electric power assist, if you don’t count the lunar rover from the very early 1970s.

MORE W5 REPORTING ERRORS ‘Screw Job’ by Ed Jagt (June 2011) pointed out some egregious flaws in CTV’s story about the auto repair industry. I’d like to point out a few more.

1) Dipping fingers into brake fluid introduces moisture from sweat, no matter how clean the fingers, and will undoubtedly contribute to corrosion, for which they criticized shops.

2) ‘Normal colour’ of brake fluid in the reservoir is a poor indicator of the fluid’s condition. More revealing would be to bleed fluid out of the wheel cylinders or calipers and check for dirt and corrosion which settled there.

3) An over-filled fluid reservoir does not provoke a leak to come out the

cylinder. The only leak it would cause is out the top from the reservoir cap.

4) The shop that fixed the battery terminal connection both quickly and for free did not get graded because the producers ‘suspected something.’There is clearly a lot of bias there.

5) They showed a very short clip of their battery being tested with a load tester, but did not mention the criteria for a ‘good’ battery.

6) They lambast a shop for suggesting changing spark plugs with over 100,000 km on them.

7) They say the spark plugs were ‘perfectly fine’ on a visual inspection but make no mention that many spark plugs fail due to increasing internal resistance that builds up with mileage. Describing them as being in ‘almost new condition’ is misleading to uninformed viewers.

8) They compressed the struts and looked for a slow return to the fully extended position. This is an extremely insensitive test for worn shocks.

In the Automobile Protection Association’s favour, I will admit: 1) that the mechanic who poured brake fluid on the ground should consider a more objective test to show his customers; and 2) and the shop should have asked about symptoms of worn shocks and based its recommendations on symptoms, instead of just manufacturer suggestions.

Shahrukh N. Bakar - Kingston, ON

How to reach us We love to hear from our readers. Please send along your opinions to editor Allan Janssen at allan@canadiantechnician.ca.

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SUPPLIER NEWS GAAS gets new chairman Dave Caracci has resigned as chairman of the Global Automotive Aftermarket Symposium (GAAS). He will be replaced

by Dennis Welvaert, former president of the North American aftermarket division of Dayco. Caracci will work together with Welvaert during the next few months to ensure a smooth transition of leadership, to be completed by Industry Week in Las Vegas when Welvaert takes over full-time as chairman.

Repair turned out to be free!

Jay Duperon (right) of Grand Prairie is the latest winner in Mister Transmission’s “Win Your Repair” contest. His vehicle broke down when he was passing through Winnipeg. The company’s Winnipeg’s location repaired his vehicle so he could continue on his trip. He submitted his ballot online and his name was pulled as the company’s Q2 winner. He was presented with a cheque by franchise owner Jacques Ritchot.

Heavy duty tech scholarship Shell Canada Products and the Heavy Duty Distributor Council of Canada (HDDC) are working together to support the growth and development of future fleet technicians. The Shell Rotella / HDDC Heavy Duty Technician Scholarship awards six successful applicants with $2,500 each toward their education as a heavy-duty technician. They must be enrolled full-time and in their last year of a program or an apprenticeship related to the field of heavy duty equipment, focusing in road transport. Recipients are chosen based on academic merit, financial need, their reply to an essay question, and their commitment to contributing to the future success of the trucking industry. Application deadline is Nov. 30, 2011.

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OUT & ABOUT

Province proposes a rewrite of consumer protection laws as they pertain to auto repair

By Allan Janssen Manitoba is considering new operating guidelines for the province’s 1,300 automotive repair shops, dealerships, and body shops.

It is weighing consumer and industry feedback received this summer – including a submission from the Canadian Independent Automotive Association (CIAA) – about changes to its Fair Trading Act. Concerned about the number of complaints from consumers about vehicle repairs, the province released a document in June entitled “Let’s Make A Better Deal” to get the discussion going.

The document, which pegs Manitoba’s vehicle repair and maintenance market at about $520 million annually, says most consumer complaints about the auto repair industry involve failed parts, repair costs that are much higher than estimated, the use of refurbished parts without the consumer’s knowledge, and repairs that don’t last a reasonable period of time.

“Many consumers feel at a disadvantage when dealing with vehicle repairs, given the complexity of today’s vehicles and the need to have a safe and reliable vehicle,” it states.

Among the measures the province is considering are ensuring that cost estimates include specific information, requiring customer authorization before repairs are made, new rules to ensure the final cost is close to the estimate, mandatory warranties on most new and used parts and labour; and giving consumers the option of receiving all removed parts.

CIAA executive director Art Wilderman said his members asked for clarification of some of the terms the province is using in its discussions on the subject.

“There’s a lot of confusion between an estimate, a diagnosis, an inspection, and a work order. You have to spend money to get an estimate.You can’t give an estimate before looking at the car. It’s not possible,” he told Canadian

Technician. “We need a little clarification on these points, and perhaps some definition is necessary. While we 100% endorse the notion of keeping the customer informed – in fact, it’s in our code of ethics – legislating it opens up a whole new can of worms.”

Comments from his members were compiled in a document to the province’s Ministry of Consumer and Corporate Affairs in Winnipeg in August.

He said requiring a signed written estimate before any work can proceed – although it is the norm in some provinces –is not without its challenges.

“What if approved work reveals more damage than was initially observed?” he said. “In automotive repair, it’s common that you get in there and find something else that needs to be done. Now what do you do?”

He said work orders are often approved over the phone, with no signature requested or required. Many shops try to give a range of anticipated cost so the customer isn’t shocked at a higher-than-expected bill.

“The incentive not to automatically charge the limit is the trust factor,” he said. “If you fail to earn your customer’s trust, you will fail to earn the repeat business. The trust factor is huge in all of this.”

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SUPPLIER NEWS

Goodyear says self-inflating tires coming soon Goodyear Tire & Rubber Company says it’s working on a tire with an embedded air pump that would keep tire pressure at recommended levels.

It would be the next evolution in tire technology following advancements such as self-sealing tires and built-in pressure sensors which have had a big impact on the repair and service industry.

The Akron, Ohio-based company confirmed that its Air Maintenance Technology (AMT) tires will be able to keep tires at the optimum pressure with no need for external pumps or trips to the garage.The system, which includes a miniature internal pump connected to pressure sensors in a self-contained unit inside each tire, will be powered by the movement of the tire.

The company has not revealed how the system will work, but patent applications filed by Goodyear engineers point to ways that self-inflating tires could be made.

One application describes a hollow rubber tube that would run along the inside of the tire. An inlet port would pull outside air into that tube. As the tire rolls, the bottom of the tube would squeeze

shut, forcing air forward much in the same way twisting the middle of a long balloon creates a big bubble on one end.

That air bubble would travel along the inside of the tire to a valve. If the air pressure inside the tire was low, the valve would open, allowing the bubble to flow inside. If the pressure was good, the bubble would continue to travel through the tube until it went back out of the inlet port.

Maintaining the correct tire pressure is an important task for drivers – not only ensuring that the vehicle handles correctly, but also improving fuel economy. The U.S. Environmental Protection Agency says underinflated tires can lower mileage by 0.3% for every 1 psi drop in tire pressure below the recommended amount of all four tires.

Earlier this month, the U.S. Department of Energy gave Goodyear a $1.5 million grant to develop the selfinflating tire for commercial trucks.

Development work will take place in Akron, Ohio. Goodyear is working on a similar system for consumer tires at research facilities in Europe.

Students get first look at iATN Automotive students are now welcome to join the International Automotive Technicians’ Network (iATN).

A new “student membership” program makes them eligible for a limited membership if they are at least 18 years of age, attending automotive educational training courses, and referred by an educator or instructor who is an existing member of iATN. Student memberships are offered at no cost but are “read-only.” Students will be able to browse through forum discussions, TechHelp requests and fixes, OEM information, and search the iATN Knowledge Base to assist in their studies of real-world repair cases.

Students will not be able to post to iATN until they “graduate” to a full membership.

“One of the longest-running requests from educators and instructors on iATN has been, ‘How can we get our students on here?’We’re very happy that we now have an answer,” said Scott Brown, iATN president. iATN was founded in 1995 and is the largest online community of automotive technicians, repair shop owners and other allied service professionals in the world with more than 74,300 active members from 155 countries.

New Canadian offices for Snap-on Snap-on Tools of Canada has opened its new headquarters at 6500 Millcreek Drive in Mississauga, Ont. This new, integrated facility will fully support the company’s 400 Canadian franchisees, representatives and field management team members. The 133,000 square foot facility also houses the Snap-on Equipment manufacturing facility (formerly Wheeltronic), the Canadian divisions of Snap-on Diagnostics, Equipment Solutions (OEM facilitator), John Bean (JBC) and Hofmann. Snap-on Canada, opened in 1931, was the first international division of Snap-on Incorporated and has operated in Canada for over 80 years.

MAHLE Clevite opens online portal MAHLE Clevite Inc. has introduced its first online supplier portal, at mahleclevitesupplier.com. The portal provides a centralized system for suppliers to manage orders and other account information more efficiently. The new supplier portal helps reduce operating costs, improve inventory efficiencies, and strengthen the company’s supply base, so it can provide better service to customers, says information technology officer Markela Skenderi.

Ross Proffitt joins Beck/Arnley

Ross Proffitt has joined Beck/Arnley as marketing coordinator. In this position, Proffitt will assist with creating sales promotions, execution and fulfillment, as well as coordinating the distribution of marketing materials such as collateral and signage. Proffitt will also handle the re-launch of Beck/Arnley’s social media campaign. He reports to Paul Farwick, vice president of sales for Beck/Arnley.

SEPTEMBER 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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OUT & ABOUT

ASRW to consider ‘the future of training Techs from across North America are expected to converge on Orlando, Fla., for the fourth annual Automotive Service and Repair Week (ASRW) in October.

The annual event, to be held Oct. 58 at the Orange County Convention Center in Orlando, combines the International Autobody Congress & Exposition (NACE) and the Congress of Automotive Repair & Service (CARS). It is described as the industry’s leading event for service and repair professionals to conduct business, network and engage in industry issues.

ASRW used to be held in conjunction with Automotive Aftermarket Industry Week (AAIW) held in Las Vegas in November, but was moved so as not to compete with the Automotive Aftermarket Parts Expo (AAPEX) and the Specialty Equipment and Manufacturing Association (SEMA) show.

This year’s event will kick off with an official welcome reception on Thursday, Oct. 6.

“With a new location, new city and new venue, we’ll have a lot to celebrate at this year’s welcome reception,” says

Ron Pyle, ASA president.

NACE is the world’s collision repair event – the only B2B event of its kind specifically designed for collision repair industry professionals from around the globe.

CARS is billed as the premier event for automotive service professionals, with high-quality education from a lineup of industry leaders, along with an exhibitor showcase of automotive service and repair related equipment, products and services.

An Industry Forum will feature two concurrent one-hour sessions: “Service Information - Vital to Keeping Cars in Your Bay” for the mechanical industry, and “Trends in Collision Repair: A Futurist Discussion” for collision repair professionals.

Two additional concurrent sessions will follow: “The Future of Training Automotive Technicians” for the mechanical industry and “The Changing Climate of Insurance Agreements” for collision repairers.

Visit www.ASRWevents.com for more information and to register.

An AMX-citing Project

Increase Your Shock/Strut Sales with the CODA SHOCK/STRUT TESTER A light weight, hand held device, that is simple to operate, cordless and rechargeable.

READER

RIDES

Steve Semcszyszyn, at Gary’s Service Centre in Bethany, Ont., sent in this picture of his 1974 AMC Javelin AMX. It’s the same car he bought used in 1975 but later sold to buy a riding lawn mower. Years later he found it rusting out in a farmer’s field. He bought it back – it was without an engine then – and lovingly restored it to life. “Just finished my ’74 AMX, and I thought the guys would like to see it,” Steve writes. “I swapped the old 360 for a tweaked small block Chevy and kept the 4-speed.” Do you like the colour? Steve liked it so much, he painted the engine block the same colour!

■ PC software provides a detailed graph of the shock motion and rebound.

■ Provide your clients with customized printouts that bridge the gap of why the shocks and struts are failing.

Special introductory price is

$1799.00 + GST and shipping.

Suggested retail is $1999.00

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

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

403-340-9500 ccta@shaw.ca SEPTEMBER 2011 CANADIAN TECHNICIAN

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OUT & ABOUT

Survey shows many U.S. motorists can’t afford auto repairs The American Automobile Association says repair shops in U.S. are finding fewer customers able to pay for major repairs.

It’s the nub of the automotive repair industry’s biggest challenge in the U.S.: economic pressures that are causing financial constraints among motorists.

According to a survey by the American Automobile Association (AAA), one in four motorists could not pay for a car repair of $2,000 if faced with one today. One in eight would be unable to pay for a repair bill of $1,000.

More than half of American drivers also said they are holding onto their older vehicle because they do not want the financial burden of a new one. And, one quarter of drivers admitted to neglecting repairs and maintenance on their vehicles in the past 12 months due to the economic climate.

“Economic conditions have taken their toll on many Americans resulting in them neglecting their cars and leaving them at increased risk for very expensive repair bills,” said Marshall L. Doney, AAA’s vice president of automotive and financial services. “Many Americans rely

on their cars for their livelihood and losing access to them could be financially devastating during an already troubling economic time.”

“It’s important for drivers to not only continue to maintain their vehicles, but also have a financial emergency plan in place should they be faced with a sudden unexpected auto repair bill,” Doney said.

According to the survey, 38 percent of American drivers could pay for a $2,000 repair bill with funds in a savings account, while 20 percent would pay with their credit card. Eleven percent said they would have to borrow money from their friends, family, retirement or home equity in order to pay for a $2,000 repair.

Slightly more Americans reported being able to pay for a $1,000 repair bill with 46 percent saying they could use savings and 22 percent using a credit card.

Fourteen percent would look to borrow from their friends, family, retirement or home equity.

The telephone survey was conducted among a sample of 1,009 adults, 18 years of age and older, living in the continental United States.

EYE Nice stick handling SPY

Greg Dobson, Earl Jackman, and Steve Gathercole of Sylvan Auto Centre in Sylvan Lake, Alta., were frankly a little surprised to see that one of their customers made it home from a vacation in California recently. The trailing arm on his 1993 Buick Regal snapped 2,700 kilometers from home. But that didn’t stop the intrepid traveler.

He bought a roll of duct tape and used a stick as a splint to hold the trailing arm together. Safe? Not so much, but it got the guy home!

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. At NAPA, our entire line of chassis parts is precision-engineered to hold up under even the toughest road conditions. Not only that, but we have parts for nearly every make and model, so we’re sure we have the chassis part you’re looking for. It’s that kind of NAPA know how that has kept us going strong for 80 years. So when it comes to auto parts, trust NAPA. We have a lot riding on our parts, your customer’s chassis included.

NAPA. We Know Auto Parts. napacanada.com 1-866-GET-NAPA

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FROM OUR FORUM

The empty wallet syndrome Times are tight for a lot of people. A recent survey by the American Automobile Association showed that one in four motorists could not pay for a car repair of $2,000 if faced with one today. One in eight would be unable to pay for a repair bill of $1,000.

How concerned are you about your customers’ ability to pay when a lot of work needs to be done? Do you present only the worst problems because you know giving them the full picture might scare them away?

30-some-odd point inspection to see if any other repairs are needed that the owner is not aware of. If any other issues are found, the customer is notified immediately. Frequently we wind up with customers that have more repairs than money. In these cases, we help the customers by prioritizing the repairs needed to the vehicle. We do not offer financing.

That’s what credit cards and banks are for.

— rocketscientist

— allan

Oh c’mon, Allan! Don’t you know that every shop on this forum is in the enviable position of having deep-pocketed customers? They don’t have a financial worry in the world!

LOL. Actually, selling a $2,000 repair would be tough for me right now as well. With skyrocketing electrical power for all of us, HST, and food costs going through the roof, yes, I worry about folks’ ability to pay.There ain’t much jingle out there!

— cooter

When a customer brings a vehicle to our shop, we check out their complaint, and get a quote going for that work. As this is being done, we give the vehicle a quick

Here in the U.S., I can tell you that’s a pretty accurate article. On a daily basis we hear “Can’t afford it,” “What do I need to do now?” and “How long can I put off the rest?” It becomes a tug of war to see how much of the job we can get today. I’ve seen $150 brake jobs go out the door for lack of funds. Friends in the dealer network say they’re seeing the same things we are in the aftermarket.

— canuck623

The service advisor has a duty to present all of the technician’s findings to the customer – regardless of the economy, or any perception of the customer’s ability to pay. I’d rather have

him “scare the customer away,” as you put it, than be mired in civil proceedings because he was too scared to do his job. My advice would be to groom your clientele and focus your marketing efforts to concentrate on the 75% and 87.5% of motorists who can handle the $2000 and $1000 repairs. Let the hole-in-the-wall shops deal with the scraps.

— McWrench

So far we are holding our own. But fasten your seat belt. I believe the next three to seven years will be a bumpy ride. I lay awake nights dreaming of aluminum exhausts, carburetors, chokes, fan belts (as opposed to serpentine belts), distributor caps, fall and spring tuneups! I know I’m old school but, damn, that was a good run! The repair business will evolve into something I can’t even envision just yet. I’m just glad vehicles still use brakes and tires!

— fatchuk

I’ve been through the States three times in the last couple of months and I concur the economy is bleak. I always stop in at repair shops while I am there. In Greensboro, N.C., I visited a family-owned repair shop which had over 20 unrepaired customer cars waiting for over 30 days for the owners to come up with money to do the repairs.

— ejagt

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.

SEPTEMBER 2011 CANADIAN TECHNICIAN

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IT’S YOUR TURN

Report was biased and misinformed A B.C. technician shares the letter he sent to the CTV program W5 after it aired a hard-hitting “exposé” of the automotive repair industry.

By Kevin Stein Dear W5: As a former certified automotive mechanic with an interprovincial ticket and government inspection license, I was very disappointed in your biased under cover investigation into automotive repair shops.

Your “expert” (and I use that term loosely) needs to learn about the real world of automotive maintenance and repair.

For one thing the spark plugs that were replaced were, in fact, leaking compression. The brown colour on the porcelain shows this quite clearly. They may not have failed immediately, but in the future those spark plugs would lead to poor driveability, reduced fuel economy, and, in extreme cases, cause a no-start situation – something I have experienced on high-performance import cars.

Although some spark plug manufacturers set the replacement interval as high as 160,000 km, in the real world of corrosion, spark plugs can be nearly impossible to remove after that length of time. This is where preventive maintenance comes into play.

Secondly, the method of checking struts was not completely accurate in your report. A strut has to be checked while it is installed in the vehicle. A vehicle that continues to bounce after hitting a bump (or after a corner of the car is pushed down and then released) it has worn struts or shocks.

As well, they should be inspected for oil leaking from the shaft or seal area. Any sign of leakage is an automatic failure.

To assess a strut by its compression resistance alone, and not by pulling it apart, is ineffective.The strut checked in your video is obviously a gas-charged

strut. The way it expands slowly could mean some of the charge has leaked out.

Driver may not notice deteriorating shocks or struts, but they’ll definitely notice improved performance and driveability improvement when they’re

replaced at 80,000 or 100,000 km.

I didn’t notice your “expert” doing a thorough brake service, but rather an inspection before sending the vehicles out. A brake service should include removing the calipers and cleaning and lubricating the slides, as well removing rust from contact points where the brake pads meet the steering knuckle. If a shop doesn’t know the history of the maintenance, they’re absolutely right to recommend this type of service. It’s up to the customer to decide what kind of value they want. If brakes aren’t serviced regularly (especially in Canadian winter climates with the amount of corrosive salt on our roads) they will wear out prematurely, costing the customer much more in the long run.

As for the shop comparing clean and used brake fluid, he should have used a moisture tester, as brake fluid is hygroscopic. Over a few years, that moisture will affect hydraulic components. Again this is a preventive maintenance issue.

The cost of flushing brake fluid is a small fraction of the cost of replacing an ABS hydraulic control unit. If the shop didn’t have a tester, the tech should have asked the vehicle owner about the maintenance history.

The point of the story was based around a loose battery terminal, which you eventually pointed out was missed or oversold by many shops. I for one would always start with a battery/charging system test which would include checking basic connections like the battery and starter. The battery would probably have been low on charge from the poor contact and these shops that up-sold a battery should have recommended another battery test only after thoroughly charging it.

You guys also need a lesson in how the automotive repair industry works.

You report that one of your mystery shoppers was charged a full hour’s labour for 15 minutes worth of work.

That’s not an unfair practice. We operate from a flat-rate guide which tells us how long most jobs should take. If a skilled, experienced technician can do a job faster then the book time, it’s legitimate to charge the flat-rate amount. That’s how the industry works.

In my experience, the majority of repair shops are honest. I only wish you’d focused more attention on the many shops who operate honestly, rather than the few who give our industry a bad reputation.

Kevin Stein is a technician in Trail, B.C. SEPTEMBER 2011 CANADIAN TECHNICIAN

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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.

ARE WE EVER DONE LEARNING? DON’T EXPECT TO BE A KNOW-IT-ALL IN THIS BUSINESS! SUCCESS HINGES ON CONTINUOUS LEARNING.

DEAR EROL:

DEAR KELLY: I’m writing this on my flight back from another management group meeting. As always, I’m pumped and ready to make some changes at the shop! But it reminds me of all the other times I could hardly wait to get back to the shop and implement what I’d learned. Every time I thought I’d fixed my business, it turned out there was still lots more to learn. When does it end? When will I finally know it all? As much as I enjoy these meetings, it would be nice to know when I’ll graduate!

—Erol

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CANADIAN TECHNICIAN SEPTEMBER 2011

Well, since you’re asking about learning, let me tell you what I’ve learned over the last 24 years. We’re never done learning.

It’s that simple.

And it’s a good thing. It keeps life exciting! We never know what new tidbit of knowledge is going to come to us – sometimes from the most unlikely source. Without any exaggeration, I can say I learn something at literally every meeting – whether I’m leading it or just sitting in. I almost always find myself thinking, “Why didn’t I think of that!”

I’m a firm believer that any business owner worth his salt, needs at least 365 hours of training per year. An hour a day on average. It could be a combination of training, reading, meeting with other shop owners, watching inspiring movies (The Fighter was amazing), spending time with mentors, or just finding out what our children are learning in school.

As you know, my son Scott is in college now and he’s been teaching me all kinds of things about stress management, and how the brain functions. I’m all ears whenever he’s talking!

It takes maturity and humility to admit that you don’t know everything… and probably never will.

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Strange as it may seem, I have learned that it is true what they say: the more we learn, the more we realize what we don’t know. In fact, that’s the original meaning of the word “sophomore” – you know, the word we use to describe second-year students at high school or college. It’s taken from the Greek and it literally means “wise fool.” It means we’ve finally grasped just how much there is to learn! Our first bit of wisdom is that we are fools.

Howard Shultz, the CEO of Starbucks, makes clear in his book “Onward” just how important continuous training is. When Starbucks ran into some big challenges in 2008,

Erol, I sat through two painful days feeling stupid and inadequate!

I went up to Bob afterward and told him, “When I came here, I thought I knew pretty much everything I needed to start my own shop. But I didn’t know a darn thing!” Erol, that workshop humbled me! I know it’s good to be confident. But my confidence had become arrogance.

when the whole company was at stake, managers closed every one of their corporate stores for a few hours to retrain their employees.

And Howard didn’t only rely on his own perception of what was going wrong with the company. He sought the advice of new and existing mentors to further develop his own leadership skills and style.

Larry Dickison

There’s a great line in the movie “Rudy” when the main character turns to someone for help. He is told, “In my 30 years of being a priest, I’ve learned two things. There is a God. And I am not him.”

I’m embarrassed to say I thought I knew what I was doing when I started my first shop. I’d been a technician for years. I’d been an advisor. I’d learned lots about management. I knew my stuff!

Then I went to a workshop called “Technician Time Management.” It was put on by Bob O’Connor, whom I didn’t really know at the time. But I thought I might even be able to teach him a thing or two.

Now I’m reading “Emotional Intelligence 2.0” by Travis Bradberry and Jean Greaves. Man, I’m embarking on a whole new journey of learning! It’s really great stuff that I had no knowledge of even a week ago.

Erol, one thing I know is we need to share what we’ve learned. It’s not just for ourselves. When we keep it to ourselves, it can lead to an inflated ego and runaway arrogance.

So here’s what I do when I’m traveling after a really good management meeting. I think about what I’ve learned, and figure out what I can implement practically in the shop.

Then I train my staff in what I’ve learned and we talk it through.Together we figure out how to proceed.

I used to head right back to the shop, put the workbook on the counter, and start “doing stuff.” Within a short period of time, I’d get caught up in the busy-ness of the shop and all of the good ideas would get all mixed up in my head. Pretty soon I’d be drowning in the duties and demands of my job. I was trying to do it all myself… and that doesn’t work.

Have you seen the movie Bridesmaids, yet? I was encouraged by it, and believe it or not, I actually learned something when one of the characters said to another, “Here’s the thing. You are the problem… You are also the solution.”

Just keep learning, Erol. You may never know it all, but you’re getting better all time.

As always, I am only an email away.

—Kelly the Coach

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

You can reach him at kelly@kellythecoach.ca.

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Looking for a solution to an unusual problem?

Need help finding a particular part?

Why not get connected?

The Canadian Technician Forum provides you with an opportunity to talk with automotive repair professionals just like yourself â&#x20AC;&#x201C; from all over. Whether you want to share some important information with others or just chat about what it means to be a Canadian technician, just log on to

www.canadiantechnician.ca and follow the links to our forum.

Weâ&#x20AC;&#x2122;ve made it simple and easy. canadiantechnician.ca

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Wanna be a wheeler dealer?

Getting into the tire business involves a lot more than putting up a few displays and hanging a shingle… it’s a unique business with unique challenges. By Allan Janssen

W

hen times are tough, everyone starts looking for new revenue streams.

Whether that’s offering new services or specializing in particular vehicle makes, increasing gross revenue through diversification is a legitimate strategy – as long as you have the requisite skills to handle the new work.

And that’s true for the tire business too. Putting greater emphasis on tire sales is not as simple as putting a few displays in your waiting area and hanging a shingle. It’s a very different kind of business, with unique supply issues, inventory requirements, and cost structures.

If you’re thinking about going big in tires, here are a few things to consider.

Get ready for lower margins

Without doubt, tires have become a commodity purchase, and they’re often used as a loss leader, like an oil change, so a tech can get the wheels off and check the brakes and front end. The difference, of course, between using oil as a loss leader and tires is the frequency of sale.You can expect your customer to return two or three times a year for oil changes. Tires do not have the same kind of replacement interval.

“The perception that there’s a low margin on tires is accurate,” says Paul Hyatt, owner of Toronto-based Superior Tire. “Drastic price increases due to supply and demand of rubber, more competition, and internet shopping has created lower margins.

Furthermore, cheap tires from offshore are available at very low prices which adds to lower margins.”

“Yes, the margins on tires, historically, are much less than automotive,” agrees Ed King, associate wholesale sales manager, Ontario, for Kal Tire. “The main reason for that is competition. It’s what the market will bear.”

He says some basic education on how to make a decent profit on tires would go a long way in this industry.

“A lot of mechanical shops still sell the way they did 20 or 30 years ago where they said if I can make $20 or $25 bucks a tire, I’m happy,” he says.

“But they should be looking at the proper gross profit percentages.”

Greg Sims, president and CEO of SEPTEMBER 2011 CANADIAN TECHNICIAN

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OK Tire, also believes the emphasis on margins may be misplaced, given the potential profitability of tires.

“It’s a different category of product and it does have different margins. It may be low margin compared to mechanical work but you have to remember, they’re on some pretty big dollar items and if you maintain a flow of them you can do very well with them.”

Inventory space

Depending on whom you talk to, you might not have enough room to run an efficient tire shop. The best shops have built-in warehousing where they can store enough fast-moving tires to increase their productivity.

Sims says although OK Tire has a full

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are so many SKUs these days that it’s impossible for a retailer to carry everything,” he says. Instead, his shops rely on multiple daily deliveries to keep inventories low and free up cash to operate the business.

But if you’re planning to store customers’ tires, however, you’re going to have to make a plan. Storage of tires is tightly controlled by most municipalities because of the flammable nature of the product, so you can’t just throw them in your basement. You can use trailers, but, again, you’ll have to have a place to park them.

A solution that Tirecraft offers is “The Tire Hotel” – a climatecontrolled, fully insured, tracked warehousing system offered by one of

automotive business,” says King. “It is different than other retail sales and it does take a certain type of person to handle it.”

Richardson says a new Tirecraft program is designed for mechanical shops that will do smaller volumes.

“It’s a step up from entry level. Our Signature Tire Centre program lets shops be more of a player,” he explains.

“But we’re looking for a minimum of $50,000 in purchases or the ability to grow the business to that level.”

And that’s not the end of your investment.

With today’s large rims, delicate chrome rims, and expensive alloy rims, you need a good tire changer to be in the tire business today. You’ll probably also need a cheap back-up machine to pitch in when you’re busy. You’ll also need a good alignment machine, and a balancer. Plus all the diagnostic tools and programming equipment related to tire pressure monitoring systems (TPMS) – which is a big part of the business now. This can be an expensive business to be in.

Low-cost competition

distribution system in place to back the stores up, franchisees should expect to carry some inventory, particularly on the most popular stuff.

“You just cannot run a tire business with a jobber supply model,” he says.

“You can’t get a car up on a hoist and then expect that in half an hour you’ll have the product there. So, yes, you do have to have some inventory.”

Levels will depend on type and size of shop, he says, and his dealer development team would work with the shop to determine the appropriate stock level.

Other programs put less of an emphasis on in-store inventory – good news for shop owners with smaller shops.

“Current trends make us stock less tires, and order in as required, with speedy delivery from distributors,” says Hyatt.

Todd Richardson, director of sales and marketing at Tirecraft, says lack of inventory space does not have to be a limiting factor.

“We really don’t encourage our dealers to carry a lot of inventory.There 22

CANADIAN TECHNICIAN SEPTEMBER 2011

its distribution partners.

“We have a lot of dealers that want to take advantage of getting the tires out of their shops,” says Richardson. “In some cases, even if the dealers has the space, tying it up with someone else’s tires is not a good business move, compared to using that space for sales displays or work areas.”

Cash flow

If you plan to carry inventory the cost will add up quickly. Given the increasing number of tire sizes, styles, and brands, you’re looking at $150,000 worth of tires easily – and that’s for a small shop.

Tire franchises will be looking for a fairly high purchase commitment to get a dealer on their program. If you can’t do the volume they’re looking for, they’re not likely to be too interested in setting you up. So cash flow is going to be key.

“At any given time our dealers could owe us $100,000 to $200,000, so we want to make sure that they have the business to justify it, the wherewithal to repay it, and some background in the tire and

You’re going to face some stiff competition – both from shops that do tire work on the cheap and from shops that offer really, really cheap tires. The good news is that competitors who offer the cheapest job tend to fail quickly.The bad news is that cheap, off-shore tires are a permanent part of the landscape now.

And you’re going to have to carry them too, by the way.

There’s big demand from used-car lots that want new tires on a vehicle to help it sell, but have no interest in paying top dollar. Plus, in this economic climate, there are plenty of people who need a low-cost option for their tires.

Since the recession has taken hold, offbrand sales have been climbing.

“We have to offer the low cost offshore brands to stay competitive,” says Hyatt. “There is a market for these tires and also for the better quality name brands. Our sales staff explains to the consumer the differences.

Consumers know that you get what you pay for. Being independent, we’re able to sell whatever brands we want giving us the opportunity to fill all market requirements.”

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King says his shops offer low-cost alternatives, but they’re careful not to build their business on it.

“It probably accounts for 5% of our business, and most other legitimate tire dealers are probably in that range too,” he says. “You got to have that low-end stuff but it’s dangerous to build your business on it because it will come back to bite you.”

And if your customer does go for a cheap off-brand against your recommendation, or has refused an alignment, note that on the bill so they have less of a case when they come back in a couple years with tires that are cue-ball bald after only 48,000 kilometers.

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understanding your market, using data to determine everything from your inventory level to your product mix.

Mapping software can help you understand your own particular marketplace and the people in it.

Ultimately your suitability for the tire industry is going to boil down to what you bring to the party. Industry players are looking for people with serious business objectives, a positive attitude, extensive automotive

experience, good financial judgment, and solid business ethics.

Above all, you need a willingness and ability to grow.

Jamie Bliss, director of marketing (light vehicles) for Fountain Tire, says his group wants team players, not just franchisees.

If you feel the need to diversify your services into the tire market, it’s just a matter of finding out where the opportunities lie.

Supply chain issues

Establishing and securing a supply of tires is going to be your first priority if you’re not with a program, or part of a franchise. For an independent, that could be tough.

There are times when manufacturers are happy to sell tires directly to independent shops. At other times, when supply is tighter, they sell only to their affiliated stores and customers.

That’s where we’re at right now.

Developing economies are straining the supply of rubber products, manufacturers are finding it difficult to adjust their production levels to fluctuating North American demand. And there have been some problems with the availability of natural rubber. Put those factors together and you’ve got a prescription for supply chain nightmares.

“Supply has been a struggle in recent months,” admits Sims. “We’ve had to work pretty hard to try to make sure we have everything that everybody needs, and some days we don’t. If you’re not with a group, you’re going to have to look around for it, and you might get stuck.”

Resources for managers

If you’re looking for a group to join, ask what kind of help is available to associate dealers. In some cases, you’ll find dedicated business management reps who will visit your store frequently enough to get to know your business and offer valuable advice on management issues, financial statements, and budgets.

More sophisticated help involves SEPTEMBER 2011 CANADIAN TECHNICIAN

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The new Ford Coolant

What exactly is running through these hoses now?

I

By Jeff Taylor

t wasn’t that long ago that all antifreeze was green. But those days are long gone.

When it came to inventory time this year, I noticed we’re now stocking a rainbow of automotive coolants – and that doesn’t even include the ones we ordered in for specific models.

It seems every manufacturer has its own unique blend. And their engineers all say that extensive research has led the ideal mixture to suit the cooling needs of their respective vehicles.

Globalization in the automotive

manufacturing industry may eventually alleviate this problem in the future, cutting down on the number of coolants we need to stock. GM has gone to a worldwide standard for motor oil with dexos. And now Ford is adopting a worldwide coolant.

The reason for the change is simple: to cut costs. In a global operation, the manufacturer wants to standardize as much as it can to lower the engineering, development, and production expenses.

Ford realized that one area to be looked at was the coolant used in its wide range of vehicles.

Muddy slurry as a result of constant low OAT coolant levels.

Ford’s has typically used coolant made from about 94% ethylene glycol, which it married with a highly engineered additive package – a specific one for each engine and application.

The concoction was then mixed 50/50 with de-ionized water.

Ford has been using three basic blends, but that will come to an end as some current engine designs are phased out (4.6 and 5.4 V8s) and new ones are put into production. Ford has realized how much their global operations can benefit from a reduction in part numbers… and so Motorcraft Specialty

Fighting engine part cavitation was one of the motivators of Ford’s new coolant.

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Orange Engine Coolant (WSSa hybrid OAT coolant is sebacate. their downfall. Both tend to get used up M97B44-D) was born.

Asian manufacturers particularly like quickly protecting the exposed and This new coolant is based on an the use of phosphates, and the damaged surfaces. This lack of OAT (organic acid technology) formuinfluence of Mazda has kept this protection and the lack of maintenance lation, meaning it is silicate and technology alive at Ford. that the average consumer gives their phosphate free. It provides cooling S-HOAT: Motorcraft Premium Gold vehicle can cause warranty concerns system protection using a combination Engine Coolant is the opposite of the and durability issues. The development of two organic acids: sebacate and 2green. It contains silicates, but it’s also a of the Motorcraft Specialty Orange ethyl hexanoate (2-EHA) — the same hybrid OAT formula. The organic acid Engine Coolant formulation “extended products used in the manufacture of used in this formula is benzoate but life” coolant (160K service interval) DexCool. And, yes, the new Ford there is also a nitrite added to prevent solves these issues. The current OAT mixture is similar but we all know the cylinder liner damage caused by coolant formulation is quite sluggish in problems that DexCool can create so pitting in diesel engine applications. providing the metal protection in the why would Ford change coolant formulations?

In addition to the sebacate AN ORANGE COLOUR WAS ADDED TO AID THE TECHNICIAN, BUT THE and hexanoate, the Ford PROPER LEVEL, CONCENTRATION, AND TYPE ARE WHAT WE REALLY engineers added such chemicals as tolytriazole and NEED TO PAY STRICT ATTENTION TO. THE MIXING OF NEW COOLANT benzotriazole to protect brass, WITH OLD CAN HAVE CATASTROPHIC RESULTS. copper and other metals.

Silicates and phosphates have long been used to prevent corrosion on One advantage to using silicates is the coolant system, and may in some cases the inside of the coolant passages and to speed at which they protect an exposed take 8000K to adequately protect the treat the damage that cavitation causes in metal surface from corrosion. The damaged or exposed surfaces. OAT the water pump area. Ford has been European manufacturers prefer the use based coolants using 2-EHA have a using both additives in its “longer life” of silicate in their coolants as phosphates couple of inherent issues. coolants (with their 105K service have a tendency to create scale under 2-EHA is an excellent cleaner interval). certain conditions. (almost too good) and if the coolant P-HOAT: Motorcraft Specialty Silicates and phosphates used alone level is allowed to drop, the clean Green Engine Coolant is based on a or in the mix as a hybrid tend break exposed surfaces begin to corrode hybrid OAT formulation. It contains down quickly when compared to the immediately. If the coolant is topped up phosphates which treat the bare metal technology in a straight OAT formuto the correct level the 2-EHA quickly that is exposed by cavitation. The lation. They both possess excellent cleans off this residue and it pollutes the organic acid ingredient that makes this metal protection, but this property is cooling system in a hurry. I’m sure most

The best way to tell the concentration of a coolant is by using a refractometer.

Coolant vibration damage on a cylider liner.

SEPTEMBER 2011 CANADIAN TECHNICIAN

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of us have seen the sludge that this creates in a GM engine due to a simple bad rad cap!

2-EHA is also a plasticizer, so silicone based gaskets, rubber seals and sealants have to be designed from new materials and compounds that will not be softened by this organic acid.

Ford was very mindful of these issues and redesigned the cooling systems of their new engines to prevent the

Page 30

damage done by cavitation. They have even redesigned the new diesels to minimize piston slap and stop the cylinder liner erosion that this vibration caused, so even these engines will get the new global coolant.

Ford also redesigned the seal, gaskets, hoses, and even some of the clamping techniques on new engines to ensure the proper coolant level is always achieved.

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CANADIAN TECHNICIAN SEPTEMBER 2011

The use of an OAT-based coolant means that the coolant level is critical, Ford has even re-engineered the way the PCM looks at cylinder head temperature to detect overheating. Ford started monitoring the cylinder head temperature when it switched to SHOAT coolant in the 4.6 and 5.4 and is also using low coolant sensors in the PCM operating strategy.

The PCM now has the ability to try to prevent engine damage that a low coolant level can cause, by entering into a fail-safe mode. The first thing the PCM does is move the temperature gauge to HOT, and then turn on the SES light. If the driver ignores both these indicators, the fail-safe mode will limit the engines power by turning on and off cylinders so they act as air pumps providing some extra cooling. It will also shut off the AC and if the customer continues to drive, it will eventually shut the engine off and won’t allow it to restart until it has cooled below a predetermined level.

Remember the colour of the coolant has been added to aid the technician, but the proper level, concentration, and type are what we really need to pay strict attention to.

The older Ford engines that were designed for the legacy coolants will still continue to be filled with either green or yellow coolants until those engines are phased out of production. The new engines that Ford is producing will all be factory filled with Motorcraft Specialty Orange Engine Coolant.

These coolants were not designed to be mixed in any combination and are engine specific.

The mixing of coolants can have catastrophic results due to incompatibilities and cause severe engine damage. So do your customers a favour and install the recommended type when service is due or a top up is required!

Jeff Taylor is senior technician at Eccles Auto Service in Dundas, ON. He is also a past winner of the Canadian Technician of the Year award.

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PRODUCT CENTRAL Wiper blades Federal-Mogul has introduced a broad new line of profile-style replacement wiper blades. New Anco Profile blades are available as upgrades for vehicles currently equipped with conventional wipers as well as direct-fit replacements for vehicles originally equipped with profile wipers. Anco says the new Profile line’s advanced technology covers virtually every passenger vehicle with just 22 part numbers. Available in lengths ranging from 14 to 28 inches, Anco Profile wipers feature a one-piece design for more effective blade-to-windshield contact. www.ancowipers.com

10 drawers total; pre-drilled holes for optional power strip; flip lid with high-strength gas struts; and interchangeable drawers. www.snapon.com/toolstorage

Wheel bearing kits Beck/Arnley says its new wheel bearing kits include all of the highquality parts that technicians need to replace the wheel bearing right the first

Tachometer kit Complete Retro Tach Cup Kits (NC5R) are available from Sunpro to refurbish ’60s-and ’70s-era Sun Super Tachs with a new cup and mounting bracket. The Retro Tach Cup Kit features a 3-3/8-inch metal chrome cup, two mounting brackets (column and dash mount), attachment hardware, column clamp and protective strip. It is designed with a 250° dial sweep and 360° through-the-dial lighting that allows for night visibility. www.servicesolutions.spx.com

Clearance/marker lamps Grote Industries has announced the introduction of its unique, new MicroNova

Dot family of clearance/marker lamps with dual intensity capabilities that are specifically designed to resist the dimming that is common in other penny-sized LED lamps. Grote says it has solved the problem of heat and “negative transients” that typically degrade brightness and functionality.As a result, the company says, MicroNova Dot is so robust that it is expected to outlast and outperform all comparably sized LED lamps on the market. It is also designed for dualintensity performance, available in red, amber and white colours. www.grote.com 32

CANADIAN TECHNICIAN SEPTEMBER 2011

Top chest With over 21,000 cubic inches of space, 10 interchangeable drawers and a huge flip-top lid area, Snap-on’s KRA2410 top chest is the perfect addon storage solution for your existing Snap-on roll cab. Not only is the top chest extremely durable but it also has a ton of space to hold power tools and chargers as well as an assortment of larger tools. The KRA2410 series top chests include: Huge top compartment (five-inches deep for use with power tools, standing sockets, bulk cases, personal items, and battery charging);

time, saving both time and money. The kits cover specific vehicle applications and include all of the necessary hardware to complete the repair job, such as grease, nut, circlip, seal, washer, gasket, split pin, collar, o-ring and shims. The application dictates which components come in the kit. www.beckarnley.com

Engine enamel PlastiKote says its engine enamel is the right choice when you want an engine to look like new, especially where a

tough, high-heat finish is required. It is said to be easy to use and dries to an extremely rugged, high-heat resistant finish. PlastiKote engine enamel comes in a multitude of colours that are the exact matches to original engine manufacturer standards. visit www.PlastiKote.com

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HD emissions information

HD engine oil

Mitchell 1 has updated its on-line programs,Tractor-Trailer.net, MediumDuty.net and Repair-Connect.net, to include diagnostic and repair information for 2010 heavy-duty engines designed to meet new EPA emission standards. All the information necessary to service Cummins ISB, ISC, ISL, ISX 11.9 and ISX 15 as well as Detroit Diesel DD13, DD15 and DD16 engines were added in July. 2010 Volvo, Mack and Maxxforce engine repair information were added in August. The 2010 engine technology is new to fleets and repair facilities. The programs have all-makes repair information in one place so technicians can quickly find what they’re looking for regardless of brand or model of truck and engine they are servicing. www.mitchell1.com

Valvoline has introduced two new UltraMax products for heavy-duty diesel equipment, adding to the lineup of transmission fluids and high-performance hydraulic oils launched in March for offhighway equipment.

For the heavy-duty diesel market, new UltraMax Heavy Duty Engine Oil SAE 10W-40 is a full synthetic formulation for combating wear, deposit formation, oxidation and corrosion. A companion new product, Valvoline UltraMax Diesel Fuel Injector Cleaner, is designed for use in trucks, city buses, off-road machines, specialty vehicles and other equipment.

It can be used as a one-shot, in-tank treatment to clean harmful deposits from the entire fuel injection system. www.valvolinehd.com

HD brake e-catalogue Federal-Mogul’s complete lines of Abex and Wagner brake products for

TPS sensors Airtex Engine Management has introduced what it describes as two betterthan-OE non-contact throttle position sensors to eliminate wear issues and significantly reduce repair costs on Dodge Ram 2500 and 3500 diesel trucks.

The new Airtex TPS sensors, now available for 1998-2007 Ram 2500 (Airtex #5S5351) and 3500 (#5S5352) models, feature problem-solving “Hall Effect” integrated circuitry that eliminates the wear-intensive contact associated with the OE parts and aftermarket alternatives.They are sold without the expensive, and rarely needed, mounting bracket. Airtex is a brand of UCI International, Inc. www.airtexve.com

commercial vehicles are now featured in the company’s powerful, free www.FMe-cat.com electronic catalogue. Together these industryleading lines of replacement brake components offer coverage of more than 11.6 million Class 3 through 8 vehicles registered in North America.

Federal-Moguls says the e-catalogue features a highly intuitive interface and advanced functionality that enable users to quickly and easily find the right parts for virtually any brake repair. Users can look up and store multiple part numbers for the same job without reentering search criteria, and the catalogue’s comprehensive interchange and numerical look-up tools help in identifying the correct part. www.FMe-cat.com SEPTEMBER 2011 CANADIAN TECHNICIAN

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PRODUCT CENTRAL Memory saver

Electric motors catalogue

Tech light

Maintaining a vehicle’s computer settings is always a challenge when you have to disconnect the 12-volt battery for service.

The new Snap-on Soft-Sided Memory Saver (EESM500) is designed to preserve the vehicle’s on-board computer settings while service is being performed. The soft-sided design means you don’t have to worry about scratching or denting a vehicle’s interior when you use it. It provides 12-volt power to the vehicle’s

Continental Corporation has introduced its new 2012 VDO Electric Motors

Ottawa-based Maxxeon Inc. has released the WorkStar 2000, the third generation of cordless LED work lights developed by the company. Like previous models, the WorkStar 2000 has a multi-directional lighting head, but thanks to new technology, light output has been vastly increased. It can be suspended by builtin hook or magnets, leaving hands free to work. The light includes a belt clip to aid in portability, a 12-volt charger, a 110-volt charger, and has a connection in the base to

computer system, saving settings such as radio, seat position, DTCs, keyless entry and more. Please note that this product is not to be used during air-bag service. www.snapon.com

catalogue, which features expanded applications for VDO blower motors, cooling fan motors and fan assemblies.

The addition of 261 new part numbers brings the full line VDO program up to 1,505 SKUs for import and domestic cars, SUVs, vans and light trucks up to model year 2011. Continental has added 215 new SKUs to its offering of OEquality VDO fan assemblies and 46 new blower motor part numbers to its world class VDO blower motor program. www.vdo.com/usa

allow mounting the product to a tripod. The light is rechargeable with a run time of up to 10 hours, and includes an LED charge indicator to make the operator aware of the state of the charge. www.maxxeon.com

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CANADIAN TECHNICIAN SEPTEMBER 2011

• Full Automotive Repairs including rims, tires, all mechanical, electrical, audio, custom exhaust. 3, 4 post hoist, one for large trucks 30,000 lb cap, 4, 2 post hoist.

• 1 year old alignment machine, updated tire machine and balancer, AC machine, exhaust bender, transmission and coolant machine.

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Ratcheting extension/speeders

Steering and suspension parts

Snap-on Tools says its new 3/8-inch drive Ratcheting Extension/Speeders offer torque, speed, and control, all in one extension. Designed with technicians in mind, they are perfect for hard-

Federal-Mogul has expanded its line of Moog steering and suspension parts for millions of additional foreign nameplate, and domestic vehicles. The new part numbers include dozens of new control arms, tie rods, ball joints and other premium-quality replacement components. The new Moog ball joints feature the brand’s trademark allmetal “gusher” bearing, which allows grease to penetrate all load-bearing surfaces, and include full-ball studs that provide 360 degrees of smooth, even rotational movement for more responsive steering. www.moogproblemsolver.com

to-get-at areas, without compromising your control of torque and speed. The Snap-on 3/8-inch drive Ratcheting Extension/Speeders come in two sizes: three inches (FXKR3) and six inches (FXKR6). Applications include engine compartments, spark plug installation, under dash applications, electrical harness mounts, air conditioning/blower modules and headlight/brake light assemblies. www.snapon.com

European software release SPX Corp. says new OTC Genisys EVO 2010 European Software Update Kits (P/N 3421-128; P/N 3421-129) offer technicians a significant improvement on model years covered by supported manufacturers,

and enhanced actuation and adjustment capabilities. In addition to adding new vehicle coverage through 2010, OTC has also worked backwards to add additional bidirec-

tional and service adjustment tests for all model years that Genisys supports.

The focus of this European release was on significantly improving the actuation (bidirectional tests) and service adjustment tests coverage for all years and also on improving the coverage on previous years as well as updating the system support to model year 2010. www.otctools.com

We Started Where Others Stopped Proven OEM Specific Gasket Types Balanced for Ultimate Life and Performance Precision Hubs and Shaft to Ease Installations 100% Individually Leak Tested

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Contact Dave Kondra about our water pump video

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1.866.650.1700 SEPTEMBER 2011 CANADIAN TECHNICIAN

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WIN $100

Send your solved puzzle to Canadian Technician. We’ll draw a winner on November 1, 2011.

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

Name:

Workplace: Work address: Phone:

Email:

AUTO PUZZLE SEPTEMBER 2011 1

Install 50 Goodyear Engineered Products And Choose Your Reward

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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 November 1, 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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Congratulations

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Congratulations to Kevin Strangemore of Woodward Motors in St. Anthony, NL for solving our May 2011 Auto Puzzle.

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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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Across 1. Speeder’s destination, perhaps (7,5) 8. Given name, ‘93 Indy 500 champ Fittipaldi 9. ‘76-’83 Renault subcompact econobox (2,3) 10. DIY components (2,2) 11. Los Angeles auto museum 13. ‘09 GMC crossover model 14. ‘90s Honda Civic open-top variant (3,3) 17. A unionized trucker 19. Rambler-driving “Full House” character 21. New Beetle design description 22. DIY auto-paint container 23. Venue for kids’ non-powered race cars (4,3,5) Down 1. Tire’s blocks and grooves (5,7) 2. Heartbeat of ____, former Chevy slogan 3. Auto-electrics safety valve 4. Adjective for wide-view mirror 5. Dipstick reading (3,5) 6. NASCAR events 7. New-car selection factor, often (5,7) 12. Opening on an engine hood (3,5) 15. Company paying racer’s bills 16. Petroleum-products brand with star emblem 18. Defunct Chevy for Houston footballer 20. City-streets layout, sometimes

CANADIAN TECHNICIAN SEPTEMBER 2011

MAY 2011 AUTO PUZZLE 1

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QUESTION OF THE MONTH What is the most problem-prone engine… and why?

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continued from page 38

“And that didn’t help?”

Beanie threw up his hands. “No, it made it worse! Now the compressor runs in every mode except when I turn it to AC. And it completely ignores the pressure switches!” He sagged in his chair. “The worst part is that the CCRM cost me a few hundred bucks that I couldn’t afford to spend. That’s why I don’t have any money to take Sam on a proper date.”

This was serious business, so all our paying work ground to a halt while we trooped out to the end bay to inspect Beanie’s latest ride. It wasn’t a bad car; a little rusty, perhaps, but the sound system rocked. Beanie opened the hood and removed the air cleaner assembly. Underneath it was the shiny new CCRM he had installed. He took the old one out of his toolbox. “The flow chart said that if this didn’t fix it, I might need a new PCM. Man, I can’t afford that!”

Basil reached for the old CCRM. “Young man, do you realize that you can fix these?”

Beanie was shocked. “Are you serious?”

Basil nodded. “Ford had a lot of trouble with these and the repair is really quite simple. The CCRM is essentially a metal housing with a single circuit board containing several relays.

The smallest relay is the wide-open throttle relay, or what Ford calls the WAC, and it controls the compressor clutch operation.

It’s notorious for developing a bad solder joint.”

Tooner frowned. “So yer saying all ya gotta do is resolder the joints?”

Basil nodded. “And if the relay turns out to be bad, you can buy replacement ones at your local electronics store.” He stopped to search his memory banks. “I believe the part number for the relay is 275-005.”

Beanie groaned. “You mean I could have saved myself all that money?”

“Not only that, ya wouldn’t be havin’ all this hassle in yer love life.” Tooner chuckled. “Just think of all the apple fritters ya coulda had at Timmies instead of wastin’ yer money on car parts ya didn’t need.”

But Beanie still had a question. “So how come the new relay made everything work backwards?”

Basil smiled. “Good point, Bean. There was a production change on the Escorts, and the newer version of the CCRM works exactly the opposite of the previous one.

Unfortunately, the parts catalogues aren’t always up to date, so the best way to order a new one is by using the part number from the original module.”

That didn’t make Beanie feel any better, but at least we got his AC functions back in order. And by last report, his relationship status had improved from ‘frigid’ to ‘toasty.’

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. Special thanks goes out to Kevin Stein, a technician from Fruitvale, B.C. for this month’s technical puzzle.

ADVERTISER INDEX Bars Products – Rislone......................................25 www.rislone.ca Blue Streak-Hygrade.............................................3 www.bluestreak.ca Bridgestone Tire ...................................................6 www.bridgestonetire.ca Goodyear ...........................................................36 www.goodyearep.com 888-275-4397 Honeywell – Fram ...............................................27 www.fram.com Honeywell – Autolite...........................................24 www.autolite.com NewTek .............................................................35 www.ntadi.com 866-650-1700 NAPA .................................................................14 www.napaonlinecanada.com 866-GET-NAPA Pennzoil ...........................................................4, 5 www.pennzoil.com 1-800-263-6200

w w w. r e d l i n e d e t e c t i o n . c o m

Redline Detection...............................................33 www.redlinedetection.com 877-55-SMOKE RustBlock ..........................................................34 www.rustblock.com 866-787-8633 Robert Bosch .....................................................28 www.bosch.ca 905-826-6060

Ross-Tech

Ross-Tech...........................................................12 www.ross-tech.com Rotary Lift ..........................................................30 www.rotarylift.com 1-800-640-5438 Shell..................................................................39 www.shell.ca Snap-On Tools of Canada ......................................2 www.snapon.com 1-800-734-2676 Uni-Select ..........................................................31 www.uni-select.com 1-450-641-2440 Valvoline ......................................................10, 16 www.valvoline.com 1-800-TEAM-VAL Wakefield Canada – Castrol................................23 wakefieldcanada.ca 1-800-268-5339

WORLDPAC Wrenchmasters

WorldPac .....................................................13, 40 www.worldpac.ca 800-463-8749 Wrenchmasters ..................................................11 403-340-9500

SEPTEMBER 2011 CANADIAN TECHNICIAN

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The Car Side

By Rick Cogbill

A Ford-able Dating Beanie’s love life hits a new low – low cost, that is – when finances are diverted toward a faulty air conditioner.

The pleasant sound of technician productivity was shattered by a steady stream of sighs from Beanie’s bay.

“Got yer hand stuck or something?” Tooner asked, as he inspected the front brake pads of a Chevy truck that was on his hoist.

Beanie plopped himself down on an overturned bucket and let his ratchet fall to the floor in defeat.

“Naw… Sam’s starting to complain about my cheap dates,” Beanie blurted out on the shop floor one day.

“How cheap are we talkin’?” said Tooner.

Beanie shrugged. “You know, counting floaties at the beach, watching hockey games in the appliance store, splitting a Timbit and a water bottle… that kind of thing.”

Tooner’s shaggy eyebrows shot upwards. “Don’t get much cheaper than that.” Finished with his inspection, he lifted the tire back into place. “What’s yer excuse?”

Our young apprentice grimaced. “I’m sort of broke.”

“Typical.” Tooner sniffed and reached for the lug nuts. “On the other hand, I figured Sam to be the kind of gal who’d appreciate the simpler things in life.”

“Yeah, she is. But lately I’m getting the cold shoulder...”

The grizzled mechanic peered over his safety glasses. “Well, that’s to be expected, I suppose.”

“No, no,” said Beanie. “I mean her shoulder is literally cold!

I can’t turn off the air conditioning in my new car, and we’re shivering to death on our dates.”

Tooner rolled his eyes and put down his air gun. “Y’ain’t makin’ sense, Bean. Grab a coffee an’ meet me in the lunchroom.”

Samantha was the parts delivery girl for Herkle’s Auto Parts, and we relied on her cheery disposition to lift spirits at our shop. If she wasn’t happy, we had to know the reason why. So the whole team gathered round to hear the details. “Okay, Beanie,” I said. “Take it from the top.Tell us what happened.”

The story unfolded as Beanie described how he’d traded off his S10 pickup for a 2000 Ford Escort ZX2. The first thing he noticed after bringing it home was that the AC was intermittent. “The compressor would cycle on and off,” he explained. “I had the gauges on it and everything, and there was no way it was being over-pressured. So I followed the flow chart and replaced the Constant Control Relay Module, just like it said.” continued on page 37

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