Canadian Technician April 2007

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

APRIL 2007

Air Conditioning Are you protecting your shop against the hidden dangers?

ALSO: ■ What can go wrong on spark plug jobs ■ Greenwood on the state of our industry ■ Talking to consumers about Right To Repair

www.canadiantechnician.ca

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Snap-on®, ECO XtremeTM and Kool Kare XtremeTM are trademarks of Snap-on Incorporated. © 2007 Snap-on Incorporated. All rights reserved. Specifications subject to change without notice.

APRIL 2007

VOL. 12 NO. 3

Departments Editorial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5 Letters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7 Reader Rides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7 From Our Forum . . . . . . . . . . . . . . . . . . . . . . . . . . . .8 Out & About . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11 EyeSpy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12 Product Central . . . . . . . . . . . . . . . . . . . . . . . . . . . .30 Havoline Auto Puzzle . . . . . . . . . . . . . . . . . . . . . . .35 Ad Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37

11

Columnists It’s Your Turn . . . . . . . . . . . . . . . . . . . . . . . . . . .14

By Guest Columnist Allan Haberman

12

Management S.O.S. . . . . . . . . . . . . . . . . . . . .17

By Kelly Bennett The Car Side . . . . . . . . . . . . . . . . . . . . . . . . . . .38

By Rick Cogbill

Features The State of the Industry . . . . . . . . . . .21 This month’s Greenwood Report examines the results of the latest independent garage survey – and finds independents are still not ready for the fight of their lives.

25

Air Conditioning . . . . . . . . . . . . . . . . . . .25 Service procedures for AC systems have changed over the years. Not checking a system’s contents can cause expensive damage if they weren’t what you were prepared for.

Spark Plugs . . . . . . . . . . . . . . . . . . . . . . . .28 The simple spark plug has evolved into a technological wonder that is subject to abuse, neglect and operating conditions never dreamed of by its inventors.

28

Editorial VOLUME 12

NUMBER 3

PUBLISHER Mark Vreugdenhil mark@canadiantechnician.ca (416) 614-5819 EDITOR / ASSOCIATE PUBLISHER Allan Janssen ajanssen@canadiantechnician.ca (416) 614-5814 NATIONAL SALES MANAGER Dale Patenaude dale@canadiantechnician.ca (416) 614-5829 CIRCULATION MANAGER Lilianna Kantor lkantor@canadiantechnician.ca (416) 614-5815 DESIGN & PRODUCTION Tim Norton production@canadiantechnician.ca (416) 614-5810 CONTRIBUTORS Kelly Bennett, Rick Cogbill, Larry Dickison, Will Enns, Bob Greenwood, Claire Newman and Hans Zundel DIRECTOR, QUEBEC OPERATIONS Joe Glionna PUBLISHED BY Newcom Business Media 451 Attwell Drive Toronto, Ontario M9W 5C4 Phone: (416) 614-0955 Fax: (416) 614-8861 www.canadiantechnician.ca PRESIDENT Jim Glionna Canadian Technician is published monthly except for January and July by Newcom Business Media, Inc., 451 Attwell Drive, Toronto, ON M9W 5C4. The magazine serves the Canadian automotive repair and service industry.

Subscriptions are free to those who meet the criteria. For others: single copy price: $5.30; one-year subscription in Canada: $36.04 ($34.00 plus $2.04 GST); one-year subscription in U.S.: US$40; one-year subscription in all other countries: US$65. Copyright 2007. All rights reserved. The contents of this publication may not be reproduced by any means, in whole or in part, without prior written consent of the publisher. The advertiser agrees to protect the publisher against legal action based upon libelous or inaccurate statements, unauthorized use of photographs, or other material in connection with advertisements placed in Canadian Technician. The publisher reserves the right to refuse any advertising which in his opinion is misleading, scatological, or in poor taste. Postmaster: Send address changes to Canadian Technician, 451 Attwell Drive, Toronto, ON, M9W 5C4. Printed in Canada. Second class mail: Postage paid at Toronto.

Canadian Publications Mail Sales Agreement #40063170. ISSN 1710-7644.

We acknowledge the financial support of the Government of Canada through the Publications Assistance Program toward our mailing costs. PAP Registration No.10833.

“Oasis”

By Will Enns Phone (250) 404-0411 www.canadiantechnician.ca/covers APRIL 2007

The right answer What will you tell your customer when they ask you about the Right to Repair issue?

By Allan Janssen As the independent aftermarket’s campaign to secure unfettered access to repair information gains momentum, it’s inevitable that a customer will ask you for your perspective on the issue.

“Is it true,” they’ll ask, “that eventually you won’t be able to fix my vehicle?”

Here’s the wrong answer: “Yup. We’re screwed!”

It will be the last you see of that customer.

How you talk about the right to repair issue is critically important to the future of your business. And it will certainly impact consumer confidence in your abilities.

Remember, the main concern of the average consumer is not about you, or your battle with car manufacturers. Their main concern is keeping their car on the road. And if you can’t help them with that, they’ll go to the nearest dealership.

Here’s the right way to handle that question.

1. Stress your strengths.

Yes, you’re in a battle for repair information but you are blessed with the skills, knowledge, and tools to fully meet all their car care needs. Because you’re wellinformed, well-trained and well-connected, you will find a solution for anything that arises. Your mantra needs to be clear and unequivocal: “We won’t let you down.”

2. Stress the progress that’s being made.

You’re not alone in this battle. You stand with 21,000 other independent repair shops across the country, 90,000 technicians, dozens of national and provincial trade associations, and a handful of consumer groups leveraging vast resources to lobby politicians for a fair and equitable resolution to the impasse. And we’ve had some notable successes. General Motors

is playing ball with the aftermarket. Volvo is on side. Other car manufacturers are seeing the light. Politicians of all stripes have expressed their support of our cause. And there is a working model in place in the U.S., where a voluntary agreement exists to make repair information available to the aftermarket.

3. Stress your resolve.

This issue is not just about the future of your business, or the future of the independent aftermarket. There are bigger stakes here. You are fighting for an intrinsic Canadian value, the principle of consumer choice. You believe, as the vast majority of Canadians believe, that consumers should have the right to take their vehicle where they feel comfortable, where they have built relationships, and where they get value for their money. This may be at a dealership. This may be at an independent shop.

The law needs to reflect this freedom and right.

On page 11 you’ll read about a consumer-oriented brochure that you can hand out to explain the Right To Repair issue to your customers. The Automotive Industries Association of Canada is also developing hand-outs – aimed at shop owners, techs, consumers, politicians, and others. There is a web site where consumers can learn about the issue and urge the government to take action (www.righttorepair.ca). And with a federal election looming, the media is likely to jump on this issue.

Eventually someone is going to ask you what you think about the issue.

Do you know what you’re going to say?

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

CANADIAN TECHNICIAN 5

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LETTERS

How about a reading list for shop owners and techs?

Practical jokes in the shop kept everyone on their toes

RE: Management S.O.S., March 2007 I do enjoy Kelly Bennett’s articles in Canadian Technician. Very well written and exactly how we as shop owners feel.

It’s like he’s reading my mind! What I like the most is that he always recommends a book. I’m an avid reader and I believe in the power of reading. Perhaps Kelly could create a ‘must-read’ list for us. I’m thinking of a ‘top 10’ list for managers, another ‘top-10’ for owners, perhaps another 10 for techs or other people in the industry.

Different lists for different interests and jobs. I like to read books that come recommended, particularly by people in the same industry as me.

Gerhard Griep Willowbrook Auto Clinic Langley, BC

Thirty years ago, when I worked for a couple of brothers down the road (sadly no longer in business), my fellow techs and I were constantly pulling practical jokes on each other. I loved to pick on a guy named David. We work together still and are the best of friends. Sometimes on my way to work, I’d stop at his car and change the firing order. I think I even took the coil wire once! One night after everyone had gone home, I stayed and wired Dave’s toolbox with a small micro switch hooked to a circuit that completed when a particular drawer was opened. I then wired a washer pump and battery into the circuit and aimed an old GM nozzle so it would spray whoever opened the drawer. I hid the entire system in oil boxes stored in Dave’s bay. It was hilarious to see Dave’s

face after getting sprayed a few times, and then trying to figure out what was going on. The best part of this story is that today a brand new Snap-on toolbox was delivered to Dave for winning the Central Canada division of ACDelco’s Tech of the Millennium contest. It’s a pretty smart upgrade from the one I drilled holes into so many years ago. Congratulations, Dave!

Bruce Eccles Eccles Auto Service Dundas, ON

How to reach us We welcome your feedback on what you see in Canadian Technician – or anything else you feel strongly about. Drop us a line at Canadian Technician, 451 Attwell Drive, Toronto, ON, M9W 5C4. Or send an e-mail to ajanssen@canadiantechnician.ca. Our fax number is 416/614-8861.

We reserve the right to edit your letters for length and clarity.

RIDES

Reader

Brad Malloy, co-owner of Malloy’s Quality Auto Service & Radiator, in St. Catharines, ON, races this small block Chev-powered 360-cubic inch winged sprint on dirt with the Southern Ontario Sprint Group. And he did pretty well in 2006, his rookie year. Brad says it puts out over 600 hp and is a handful to drive… but he’s catching on very quickly!

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

APRIL 2007

CANADIAN TECHNICIAN 7

From Our Forum Recent postings on www.canadiantechnician.ca/forum

Stranger than fiction Our forum members compare notes on some of the more bizarre situations they’ve encountered on the job.

A customer came in for an oil change on her Suzuki XL-7.

She complained of a burning smell and noisy engine at idle, especially in the morning. During the test drive I noticed that she’s got it in 4 low. Hmm. The vehicle was 6,000 km over interval. No oil on stick. Oil all over the exhaust. Rear tires bald in the centre because the tire pressure was at 40 psi. This simple oil change ended up costing her $540 and some gentle advice.

Posted by: 9psimustang / 02-15-2007 I know of a woman who poured washer fluid in the radiator overflow tank on her new Impala – it was my wife! Some people need a tour around their cars. And, of course, the real challenge is to convert them into proper maintenance customers.

Posted by: NoHairLeft / 02-28-2007 Last year my 18-year-old nephew put washer fluid in the brake master of his mother’s Explorer! And one of our customers put power steering fluid in the master cylinder of his Jeep… and then tried to blame us! He later admitted that he may have added it himself when he was drunk!

Posted by: 9psimustang / 03-01-2007 Years ago we hired a young lad to pump gas after school and on weekends. He was a good kid but green as grass. Didn’t even drive a car.

The boss trained him, and after a couple of weeks felt confident enough to leave him alone. One morning a woman came in to say she’d bought gas and oil the night before, and the car had been making a thumping sound ever since and it lacked

8 CANADIAN TECHNICIAN

power. We brought it in and discretely checked the oil. It was full all right! We drained nine liters out of it!

Posted by: Python / 03-03-2007 We had the same scenario, except it was an old Ford pickup with a 300 in it. It had gotten 15 liters.

The guy had kept pouring until it was level with the hole in the valve cover.

Posted by: caravanman / 03-03-2007 I had a guy working for me years ago. I asked him to stack some good used tires we’d received – most of them still on rims. Well, I caught Junior letting all the air out of them prior to lifting them into the racks. When I asked him what he was up to he said, “Well, sir, they’re much easier to lift if I take the 30 or so pounds of air out of them first.” I just let him continue.

Posted by: Gadgetman / 03-03-2007 Back in ’82 when I was a gas jockey, I had a lady who bought four quarts of oil. She came back about two hours later and bought four more. An hour later she wanted two more.

I asked her what was she was up to. Turns out the neighbor kid was doing her a favor. He’d drained the tranny and started adding oil to the motor. Kept filling because it was still not up to the fill cap.

That was a tow in!

Posted by: 9psimustang / 03-05-2007 Working at a local Ford dealership in mid ’80s we sold a Tempo to three ladies who paid cash from their bingo winnings. A while later they came back and complained about the paint pealing behind the front wheels.

Took the opportunity to do a bit of an inspection on the vehicle. When we checked the oil, we found dust on the dip stick! There was 21,500 kilometers on the odometer and they’d never changed the oil because the light hadn’t come on.

Posted by: craig / 03-05-2007 We had a DIYer show up one morning with a pickup. In the back were five garbage bags blown up fatter than the Michelin man. I asked the guy what was in the mystery bags. I couldn’t look him in the face when he told me he’d been fixing the air conditioning, and he’d captured all the “freeze-on.” He wanted me to put it back in the system!

Posted by: NoHairLeft / 03-06-2007 We once had an oil field executive come in for a service on his Jeep Grand Cherokee at the Chrysler dealer where I worked. The vehicle was at 57,800 kilometers and this was its first service. It still had the factory oil filter!

Posted by: Robert / 03-06-2007

Join the discussion!

Log on to www.canadiantechnician.ca /forum and see what everyone’s talking about.

If you’ve got an opinion to share,we’re looking forward to hearing it.

APRIL 2007

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Out

&

About

Getting public support for R2R Four-page brochure available to any shop wishing to educate its customers on the Right To Repair issue.

By Allan Janssen As the campaign for access to repair information gains momentum, associations representing independent repair shops have begun contemplating how to bring the public up to speed on the issue.

The Automotive Industries Association of Canada has developed a web site, www.righttorepair.ca, designed to inform consumers about the difficulty independent shops face in obtaining some repair information and tools. The site allows consumers to sign an online petition, and contact their member of parliament.

Similarly, the National Automotive Trades Association, which calls its efforts on this front ‘VISTA’ (for Vehicle Information and Service Tool Access) has devoted a page on its web site at http://www.natacanada.ca/vista.html. Visitors to the site can download PDF petitions, brochures, and position papers explaining the details of the VISTA initiative and the history of the issue.

Shops which are looking for point-of-sale material to explain the campaign to their consumers may wish to visit http://www.controlledautorepair.com/ where they can order a four-page brochure created by Paul Hyatt, president of Paul Hyatt, president of the Tire Industry Superior Tire & Auto, and president Association, and president of Superior Tire & Auto, with his ‘Controlled Auto Repair” brochure. of the Tire Industry Association.

Hyatt describes his brochure as the results of a personal mission, launched to give consumers the basics of the issue in an easy-to-read format.

“Our customers are our friends,” he says. “We have an obligation to look after them.”

As a result, the eight stores Superior Tire stores (three corporate stores and five franchise operations) have made a range of brochures available to its customers – on everything from proper tire inflation information to the industry’s Be Car Care Aware campaign. In the waiting area at the company’s Sheppard Avenue East location, customers can browse through magazine articles, newspaper stories, and an assortment of educational displays to give them some background on preventive maintenance issues.

“Keeping people informed about things which involve their vehicles is part of our job as service providers,” he says. “The Controlled Auto Repair brochure fits into that neatly.”

Hyatt has made the pamphlets available to any shop wishing to educate its customers on the issue. There’s no profit built into the price of $37 per 100. Shipping is extra.

“We’ve distributed thousands,” he says. “We’re happy to do our part to promote a level playing field for automotive repairs.”

For copies of the Controlled Auto Repair brochure, please contact Patti Loretta at Superior Tire. Phone 416/291-9291 or e-mail pattil@primus.ca.

APRIL 2007

Supplier News Thrush launches new web site for performance enthusiasts Classic car owners and enthusiasts can hear and see the latest Thrush Exhaust products at a new web site which celebrates the history of the brand. The site, at www.thrushexhaust.com, offers sound files of Thrush Welded mufflers, Turbo mufflers, Glasspack mufflers and new header-back systems. It also features the highly recognizable “Woodpecker” logo. Thrush systems, mufflers and accessories are manufactured and marketed by Tenneco.

Castrol to sponsor Canadian Touring Car Championship Officials from Wakefield Canada, the marketers of the Castrol brand in Canada, and The Canadian Touring Car Championship have announced a title sponsorship agreement with Castrol through the end of 2009 season. The Championship will be re-packaged as the “Castrol Canadian Touring Car Championship.”

As title sponsor, Castrol will receive prominent branding on all Championship cars and will be connecting with sportscar fans through an aggressive advertising, public relations and event marketing campaign.

Industry minister promises action on Right To Repair The Federal Minister of Industry, Maxime Bernier, has offered his support in the battle for access to automotive repair information after speaking with aftermarket representatives in St-Georges, QC. The Minister said he will speak with the car companies about their refusal to release certain repair information, codes and tools to independent service and repair shops in Canada. The meeting took place at the request of Marcel Veilleux of Beauce Auto Accessoires, and included Benoit Fortin of Auto Quirion & Drouin, Gary O’Connor and Denis Mathieu of Uni-Select; and Marc Brazeau of AIA Canada.

WSI launches new loyalty program Warehouse Services Inc. has rolled out its new ALP+ program (Appreciated Loyalty Program) in Alberta. More than 250 service providers turned up at Silver City Cinemas in West Edmonton Mall to watch presentations on business tools to strengthen their companies. More than 40 shops signed up as new ALP+ members that evening.

Presenters at the event included Ontario shop owner Bruce Eccles, Linda Brown of CARS, Jason Hazelton of ACDelco, Zara Wishloff of WSI, and Luke Kushner of California-based MechanicNet. A Chopper-bike was won by Ian MacDonald of Dynamotive in Edmonton. For more information on ALP+ contact WSI at 800-362-1847.

Uview rounds out its country-wide sales teams RPM Sales and Marketing has been named Ontario sales agents for UView Ultraviolet Systems. Lyman Agencies will represent the company as sales agents for Western Canada. Uview is represented by Stephane Carre and his group in Quebec, and Andy Benner in the Maritimes.

CANADIAN TECHNICIAN 11

OUT & ABOUT

Supplier News Cherry Bomb does deal with biker build-off champ Cherry Bomb has signed a strategic marketing partnership with custom bike builder, Brian Klock, recent winner of Discovery Channel’s Biker Build Off. Klock and his creative design team at Klock Werks, developed the “Bomb Daddy Caddy,” a 1965 Cadillac featuring a Cherry Bomb lake style exhaust, and a Cherry Bomb themed bobber motorcycle to help promote the relaunch of the Cherry Bomb brand at upcoming trade shows. Klock is now utilizing his custom building expertise to help promote Cherry Bomb’s full line of high-performance exhaust components and systems.

Shad’s tees off early this year Shad’s R&R, the aftermarket fundraiser for muscular dystrophy research, is set for June 14 at the Kleinburg Golf Club, north of Toronto. The new start time is 10 a.m. (an hour earlier than previous years) and dinner with guest speaker Douglas Biggar, professor of paediatrics at the University of Toronto, is scheduled to begin at 5 p.m. The annual donation to MDC from this single-day fundraiser is about $150,000 – which actually turns into $450,000 after a “tripling” formula from the Neuromuscular Research Partnership. For details on Shad’s, phone John Vanstone at 905/816-0011.

Grote announces additions to sales and marketing team Grote Canada has added three new technical specialists to its sales force. Guy McIssac will represent Atlantic Canada. Neal Willson is the new team member for Northern Alberta & Northern British Columbia. And Rob Friesen is the new technical specialist for Western Canada – British Columbia.

OTDA to hold trade show at Automechanika Canada The Ontario Tire Dealers Association will co-locate its annual trade show and conference program with Automechanika Canada, an aftermarket trade show scheduled for Sept. 26-28 in Toronto, ON. More than 50 companies will exhibit in an exclusive 7,500-square-foot OTDA pavilion. The association has also committed to providing conference speakers and marketing assistance. The Ontario Tire Dealers Association has over 750 members.

Clevite service efficiency rewarded by NAPA Canada Clevite Engine Parts has received NAPA Canada’s 95% Club honors for timely delivery of its Victor Reinz gaskets to Canadian NAPA distributors in 2006. Clevite received the award during the annual NAPA Canada Suppliers Conference, held recently in Montreal.

12 CANADIAN TECHNICIAN

Your jobber wish-list We asked you how your jobber could better serve you, and you had plenty of ideas!

N

eed a mini-fridge for your lunch room? Or a half-price sale on all auto parts on Boxing Day? These were two of the more extreme suggestions offered when we asked how your jobber could serve you better (Havoline Auto Puzzle, December 2006).

But we also received more than 50 serious replies. And the leading complaint shops have with jobbers? Not surprisingly, it’s delivery issues.

A dozen replies urged for better delivery practices like designated drop-off areas and better pick-up options. Most simply said it needed to be quicker.

“We can never seem to get parts quick enough – especially when the customer is waiting!” wrote Allison Leclair of Midas Auto Service in Barrie, ON. Retail policies also came under some heavy fire. Mike Hoffman of Automotive Brake Renew in Kelowna, BC summed it up this way: “Stop selling to over-thecounter sales at below list prices!”

The sentiments were echoed by many.

Shops would also like to see a commitment to quality parts (“Get rid of the white box stuff,” suggests Wayne Wayner of Melno’s Service Centre in Welland, ON).

The jobber also needs to be a true resource, many pointed out, offering both

product and technical knowledge to help techs do their job.

“Stay current with technology,” urged Adam Gross of Gross Horsepower in Limerick, SK. “Jobbers should have the best possible product knowledge and exceptional customer service skills,” says James Chretien of Pennzoil 10-minute Oil Change in Sudbury, ON. Many respondents boiled it all down to a question of accuracy.

“Stop transposing numbers when picking stock!” wrote Jeff Jordan of Jordan’s Auto Repair in Sorrento, BC. “I would suggest a point-of-sale visual verification of every part,” said Darryl Johnstone of OK Tire / Mann Motors in Delaware, ON Only one service provider expressed absolute confidence in his jobber, and that’s probably worth a mention too. What would Don MacNeil of Motor Works Auto Services in Brantford, ON, like to see his jobber – Brewer’s Auto Parts Plus – do differently? “Nothing,” he writes. “They’re doing a great job!”

Good to see someone’s happy!

To see all the responses, go to www.canadiantechnician.ca.

Scott Wizniak of MRI Autocare in Calgary, AB sent in this picture.“This 1995 Chevrolet Astrovan actually drove to us!”he writes.“If you take a closer look the owner even attached the linkage backwards on the knuckle.The other outer tie rod end, and the driver side upper ball joint were about to blow out as well.Last time we saw this customer was 16 months ago...and we called all this work.

I guess he thought steering was overrated!”

Have an interesting picture to share?

Send it to Eye Spy, c/o Canadian Technician, 451 Attwell Drive, Toronto, ON, M9W 5C4.

Or e-mail your high-resolution image to the editor:ajanssen@canadiantechnician.ca

APRIL 2007

Are you ready for

your close-up?

We’ve run lots of stories about the importance of improving our industry’s image. Today’s consumers don’t want to take their cars to dirty, run-down shops.Maybe it’s time to show off some shops that have really taken the message to heart.We’re looking for shops that have a clean and friendly atmosphere, that are inviting to consumers, and project competence and professionalism.

Most importantly, we’re looking for shops that put the consumer first.

This could be you!

Tell us about your shop renovations and it could end up on the cover of Canadian Technician magazine!

APRIL 2007

★ What special features and amenities does your shop have? ★ Who designed it? ★ Who did the work? ★ What constrictions or limitations did you face? ★ How much did it cost? ★ How has it improved business?

And remember to include lots of pictures – both exterior and interior.

We’ll look them over and select a few to profile in our October issue.And one of them will be on our cover,painted by Burlington,Ontario artist Wayne Moore.

For the cover image,Wayne will be working from one of your photographs,so be sure to submit at least three high-resolution portrait-format (vertical) pictures that will make a good magazine cover.Remember we’ll need room for our logo at the top and some clear space for text.Set the pic up any way you want,but give us a few different angles.We’re looking for a natural scene that showcases your shop,not the cool-looking cars in your parking lot.We’ll also be looking for unique architecture,background features,and setting.

If we choose your shop,we’ll probably call you for more pix.

Send your entries to: Canadian Technician Cover Contest 451 Attwell Drive, Toronto, ON M9W 5C4 Or e-mail your high-resolution pictures to ajanssen@canadiantechnician.ca.

Put “Cover Contest” in the subject line.

CANADIAN TECHNICIAN 13

It’s Your Turn

The case for ongoing training Like any diagnostic tool, today’s technicians require frequent upgrading.

By Allan Haberman

In the 30-plus years that I’ve been in the automotive trade I’ve seen many changes.

Generators were replaced by alternators… drum brakes by disc brakes… points by electronic ignition… carburetors by fuel injection... The list goes go on.

And each time something changed, a mechanic would say, “I don’t want to work on this new stuff; why do they have to keep changing things?”

After a while, of course, they’d accept the change, and even come to like the ‘new stuff.’ That’s the nature of mechanics/technicians. We enjoy the challenge of finding out how new things work.

Lucky for us, there’s no end of new things to figure out. In fact, about the only thing in the automotive trade that has remained constant is its need to change and evolve. Cosmetic changes sell cars, and new technology makes them more efficient, more powerful, and longer-lasting.

Electronics are at the heart of many of these improvements, replacing mechanical parts and systems with solid state computer chips, modules, and sensors.

And as electronics become cheaper, faster, and more reliable, this trend is certain to accelerate – not just in engine management but in every aspect of the vehicle, from safety to comfort.

Most important to technicians, they have a tremendous impact on how we diagnose vehicles. These faster, smarter processors present new challenges in the repair bay. While they allow us to access more data when investigating a customer complaint, they also have the ability to adjust and compensate for 14 CANADIAN TECHNICIAN

faulty or worn sensors. They can even substitute values when needed, which complicates repairs by masking symptoms. The result is frustration and lost productivity for the technician.

To stay efficient and achieve the highest levels of customer service and satisfaction, today’s technician not only needs properly upgraded tools and equipment but requires constant training on vehicle technology and diagnostic procedures.

Their customers are expecting nothing less. In fact, today’s computer-literate consumers already think the repair shop has a magic tool that gets plugged into the engine block somewhere and instantly tells exactly what’s wrong. From there, it’s just a matter of replacing the broken part.

Presto. Problem solved.

Wouldn’t it be nice if such a tool existed?

Well, in a way it does… in the form of the venerable technician. But like any good diagnostic tool, the human diagnostician also needs to be updated regularly.

The old adage, knowledge is power, has never been more true. Keeping up with the newest testing procedures and latest technology allows us to tackle all the challenges a vehicle can throw at us.

Having a good understanding of new technology before working on a system for the first time is critical these days.

Reverse engineering is not an option. Not only is it time consuming, but it is frustrating. Having the proper diagnostic tools will save time and money, but the best tools in the world are useless without someone who knows how to use them.

A well-trained technician with the proper equipment can repair vehicles

more efficiently. And this efficiency benefits everyone. The technician isn’t frustrated by going around in diagnostic circles or getting stuck in logical dead-ends.

The shop owner benefits from increased profits as more work flows through the shop. And, most importantly, the customers benefit by having an honest and efficient repair facility whose work they can trust. It’s amazing how much trust is generated when you do quality repairs at a fair price!

To maintain that level of service requires constant upgrading of not only equipment but also knowledge. The best shops operating today make training and equipment upgrades a part of their regular budget.

By nature we enjoy the challenges we face daily in this trade, looking for new solutions to tough new problems. Up-todate training and access to information make that job a little easier and a lot less frustrating.

And here’s how it all comes together: The more knowledge you have, the more confidence you’ll have. That confidence leads to faster, more accurate repairs.

That leads to satisfied customers.

Satisfied customers means repeat business and good word-of-mouth that grows business, which is what we all want in this extremely competitive market.

A well-trained technician is a valuable asset that business owners need to protect.

Allan Haberman is the owner of AC Automotive in Winnipeg, MB. He is also a technical trainer for Blue StreakHygrade Motor Products.

APRIL 2007

M.A.P. = TRUST The Motorist Assurance Program (MAP) was created at the request of the repair/service industry to develop uniform standards, improve communication, and build trust between the motorist and automotive service providers.

What MAP brings to the automotive service provider: • A consistent vehicle inspection and customer communication process using MAP industry standards.

• A process for growth in average repair order value, improved customer satisfaction and higher customer retention rates.

• Industry repair / maintenance standards and process that support and strengthen your recommendations.

• A management tool providing process and consistency at one shop or throughout a network.

MAP SUPPORTS THE FOLLOWING UNIFORM STANDARDS:

1. Check oil level every other

2. To maintain tire life, handling

3. Suggest replacement of

fill-up. For best results, follow the “Severe Service” interval recommended in your owner’s manual, usually between 5 000 to 8 000 km. Regular oil changes are the most important way to preserve engine life.

and braking, check tire inflation pressure in all tires including the spare. When the tire tread wear indicator becomes visible (when tire tread depth is 1.5 mm) the tires no longer meet design specifications and replacement is Required.

OEM shock and strut ride control units with 80 000 km or more for improved vehicle performance. Shocks and struts improve your car’s stopping and handling ability, giving you up to 3 additional meters of stopping power.

To find out more about MAP visit www.motorist.org, send an email to mapcanada@sympatico.ca or call 905-726-8886.

MANAGEMENT

S.O.S. Understanding

YOUR CUSTOMERS

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.

Ever felt like customers are from Saturn and salespeople are from Neptune? Here’s how to get to their planet.

my o know rting t a t s y l m real dle like I’ t a han I feel ould ge c ! n u I y f l l y e l s some if on Dear K stuff i educate ck. Now ilding them ti ying to team bu r s t s e i k r h a u t m o Wow, half h o-ahead nd what spend a u the g ndersta ou can give yo s and u y e s e t r y a e o h h l t t p em is it ” but o s! How bout it ustomer think a “ o t on my c d h? ill nee es pitc they st our sal y d n h a g u e o peopl way thr en half u’re ev o y e r o bef

Dear Erol: I’m pleased to hear things are going well with your employees. It’s really cool to build a team out of a bunch of people whose only connection is that they work at the same place. When you start to work together as a team, the atmosphere changes! You’re creating a culture.

Now, sharing that same kind of connection with your customers can be trickier. There’s more of them, for one thing, and you don’t get to spend as much time with them. The one thing you learn pretty quick in this business, though, is that people sure are interesting! They’re wildly APRIL 2007

diverse and totally unpredictable.

It’s going to be helpful to see each one in light of the four personality types we discussed in our last e-mail. There are Analyzers, Drivers, Relaters, and Socializers. And each one reacts to situations differently.

People tend to have a buying style that correlates to their personality type. I’m no psychologist, but it sounds like the customers you described who want to mull things over are Analyzers. And the kind that buy quickly tend to be Drivers.

With Analyzers, it’s not that they don’t want to buy, it’s just that their brain won’t

let them make a decision until they have all the facts. This type of customer requires time and uses lots of information to make a decision. The worst thing to do with these people is try to rush them.

Typically their psychological need is security so you want to provide them with lots of knowledge and detail about diagnosis, parts and warranty.

Selling to “Drivers” has its own challenges. They really like to be in control, especially when it comes to price. They want information, sure, but they tend to do their own research and then make a quick decision based on what they find.

CANADIAN TECHNICIAN 17

Larry Dickison

They want you to stay on track when you’re selling, and they hate to be manipulated. They like it when you give them choices so they feel in control of the final decision.

Customers who are Relaters, on the other hand, base all their decisions on how they feel about things. They crave sincerity, and like to feel like you’re genuinely concerned about them and their safety.

Socializers buy from people they like.

They tend to be impulsive, and they shop where they feel comfortable, and where there are people they feel comfortable with. They’re social butterflies. They want you to be friendly and enthusiastic. They don’t always want to hear the details.

They’re just as happy to hear a joke. This type of person tends to get off track easily, so you have to work extra hard to stay on topic.

I bet you if you created a chart with these four headings – Analyzers, Drivers, Relaters, and Socializers – you could categorize most of your customers.

The biggest difference is whether they use information or their feelings to make decisions.

The key is to spend quality time with your customers and ask the right questions. And this means we need about 10 minutes of their time when they’re at the

18 CANADIAN TECHNICIAN

counter with us. It’s tough because we’ve got other people waiting, and everybody wants to get on their way. We tend to rush through the check-in process.

This is a huge mistake, Erol.

Sometimes they want something they don’t need, and sometimes they need something they don’t want. It takes time to sort it all out and make sure we’re really meeting their needs. In order to do our job properly, we need to slow things down a bit. We need to get to know our customers.

I have found that it helps if you let them know ahead of time that you’re going to need a few minutes when they come in. That way they’re already mentally prepared to answer a few questions.

And the trick is to really, really listen to the answers. Not just the substance of it, but the tone as well. You’re trying to determine their personality type, their buying style, and what’s most important to them. This will help you relate to them. You don’t want to rush an Analyzer. You don’t want to be too technical with a Socializer. You don’t want to be too detailed with a Relater. You don’t want to be too forceful with a Driver. See what I mean?

And sometimes our own personal style conflicts with our customers. In those cases we need to be flexible. We need to

meet their needs, or they’re going to walk away frustrated. I’ve often thought I should write a book called “Customers Are From Saturn, Salespeople Are From Neptune.” Sometimes we have to make the trip from Pluto to Saturn in order to serve people properly.

By the way, Erol, remember I told you about the Strengths Finder web site where you can find out what strengths you possess? Well, there’s an updated test which gives even more detail on how to tap into your fundamental strengths. It’s outlined in StrengthsFinder 2.0, a new book by Tom Rath. You need to buy the book in order to do the on-line test. It is worth it. The process of discovering your strengths and then learning to use that information is fascinating!

I learned that one of my key strengths is “Woo.” That means I love to meet new people and win them over. It’s given me some great insight into how to deal with people I’ve just met.

My service advisor, on the other hand, prefers to deal with people she has developed a relationship with. Maybe that’s why we’re such a great team. We balance and complement each other.

Knowing you as well as I do, I bet you’re a ‘woo’ guy too. Take the test and let me know.

Well, I’m heading to my folks place for the weekend. That is always fun. Mom is a big time Socializer and dad is a classic Driver. Wow, can they argue! It’s a good thing they love each other.

As always, I am only an e-mail away.

- Kelly Kelly Bennett is a certified management trainer with 14 years experience coaching automotive repair shop owners. You can reach him at kellythe coach@aol.com or visit www.kellybennett.ca

APRIL 2007

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

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

We deliver what our customers need: quality parts, competitive prices, knowledgeable people.

CARQUEST.ca

“Since introducing ‘Ride Control Solutions from KYB’ we’re selling almost 10 times as many shocks and struts.”

– Darryl Croft OK Tire Store, Ontario

“Ride Control Solutions from KYB helped us increase our average sales from 4 to 30 shocks a month.” “ For the first time a manufacturer actually came into our shop to teach my team how to better inform our clients about shocks and struts. ‘Ride Control Solutions from KYB’ allows us to properly identify worn shocks and mentor our clients with confidence about ride control.

This is an exciting process! Our goal has always been to provide our clients with the best in ride control, and KYB has always been known for high quality products and trouble free installation. This quality, combined with Ride Control Solutions and the continuing KYB support, ensures that our team and clients are better informed and can make educated choices about ride control.” – Darryl Croft Ride Control Solutions from KYB’ is the industry’s most effective way to sell shocks and struts.

Is the independent aftermarket in Canada reliving a dark chapter of history? Our latest survey seems to suggest so.

By Bob Greenwood

TORA, TORA, TORA

T

ora is the Japanese word for tiger. But on the morning of Dec. 7, 1941 it had a very different meaning.

“Tora Tora Tora!” was the code word sent by Mitsuo Fuchida, the leader of a swarm of Japanese fighter planes, confirming that they had succeeded in surprising the Americans in Pearl Harbor.

“Tora Tora Tora!” meant they had inflicted serious damage to the U.S. navy as it sat undefended and unprepared in tranquil waters.

Dealership service departments may well be crying “Tora Tora Tora!” as they inflict serious damage to the independent APRIL 2007

sector of the aftermarket in Canada. They have managed to lure business away from independent repair and service shops.

And, like the Americans in Pearl Harbor, the Canadian independent aftermarket appears completely unprepared for the attack.

But it would be inaccurate to say independent shops had no warning. They’ve seen this attack forming. They simply refused to respond to it or plan an effective defense.

The latest Canadian Independent Automotive Shop Survey, completed Dec. 31, 2006, reveals the areas where our industry has shown outright arrogance and a complete lack of common sense

with regard to the dealer threat.

Among the key findings of the report: ● The struggle to find competent technicians is the top concern of independent shops. ● Access to repair information and tools is number two. ● Invoice count is up but average billed hours per invoice are down. ● Accounts receivable are soaring. ● Shop debt-load continues to mushroom. ● Total sales are up but real profit dollars are down.

Is the Canadian aftermarket doing everything it can to ensure its future prosperity? Based on these findings, it would appear not. But let’s look at the situation CANADIAN TECHNICIAN 21

THE GREENWOOD REPORT

(with 1 being poor and 10 being excellent), Ontario shops rated themselves at 3.8, Western Canada came in at 3.1, Atlantic Canada averaged 1.4, and Quebec trailed at 1.0.

Diesel technical knowledge was also an eye opener, with Ontario averaging 5.4, Western Canada 5.5, Atlantic Canada 4.3, and Quebec coming in at just 2.2.

It would appear the independent aftermarket sector is either not ready or unable to get a handle on the latest technology. Indeed, independent shops can’t even agree on who the enemy is.

When asked whom they perceive as their major competitor, 54% of Ontario shops and 59% of Western Canada shops identified new car dealerships. In Atlantic Canada however, the majority of shops (55%) said they view everyone – other independent shops, franchise chains, and new car dealerships alike – as competitors. And 75% of Quebec shops pointed their fingers at other independent shops as their real competition.

Everyone’s desperation for business has given rise to higher accounts receivables. Over 60% of the receivables balance reported is from commercial accounts that are 60 to 90 days past due. This has led to a heavier debt load for shops who

a little more closely. As the old joke goes, with all this manure, there must be a pony somewhere in the pile!

The survey makes clear that while the independent aftermarket has rested on its laurels, OEM dealerships have invested heavily to improve their facilities and customer service. More importantly they’ve developed an incredibly powerful new tactic to help secure business: restricting access to technical information and repair tools.

This is clearly being felt in the aftermarket. Fully 43% of Ontario shops who completed the survey say they’re locked out of technical information 2 to 4 times a month, while in Western Canada, 34% of shops have the same experience. The majority (55%) of Atlantic Canada shops, and half of Quebec shops experience information lock-out at least once a month.

This problem not only has an immediate impact on business, but weakens ongoing training efforts as even the best technical trainers struggle to gain access to the latest information. As a result, some areas of training are simply being abandoned.

When asked to rate their grasp of hybrid technology on a scale of 1 to 10

can least afford it.

The average Ontario shop has $25,825 on the books with an operating debt load (not including mortgages) of $37,420.

Western Canada is averaging $28,089 in receivables with an operating debt load of $47,590. And Atlantic Canada has on average $30,367 in receivables and an operating debt load of $48,380.

This is a recipe for disaster!

The increase in car count and sales that many shops reported will not necessarily save them. Although this is what a lot of WDs and jobbers want to see because it means more sales for them, it does not resolve the underlying issues that need to be addressed.

The real test is billed hours per invoice – which should average at least 2.5.

Ontario shops averaged only 1.4 billed hours per invoice. Atlantic Canada averaged 1.6 hours billed per invoice while Western Canada managed 1.9 billed hours per invoice.

The independent shop owner appears to be focused on competitive pricing and volume – not on client management and business knowledge development.

Today’s reality requires new processes for the front counter and a true focus on customer service to thoroughly improve pro-

Canadian Independent Automotive Shop Survey • April 2007

Oil GP%

Eastern Ontario Central Ontario Southern Ontario Ontario Average British Columbia Alberta Saskatchewan & Manitoba Western Canada Atlantic Canada Quebec Canadian Average

22 CANADIAN TECHNICIAN

38.7 39.4 40.7 40.3 38.3 36.7 34.0 36.9 37.3 22.3 34.19

Tires GP%

20.0 16.0 25.4 22.1 20.4 22.8 11.7 20.2 23.2 12.5 19.49

Batteries GP%

Parts GP% (Aftermarket)

Parts GP% (Dealer Do)mestic

30.0 28.9 34.8 31.8 30.5 35.0 21.7 31.2 26.7 22.0 27.91

42.3 47.5 44.8 45.3 46.8 46.9 48.7 47.4 41.0 28.5 40.57

23.3 28.1 32.3 30.0 26.3 33.6 22.7 29.0 28.3 15.0 25.58

Parts GP% (Dealer Import)

18.3 25.5 29.2 26.7 24.4 33.3 18.3 27.5 24.2 15.0 23.34

Total Bay GP%

60.7 58.0 54.3 58.9 61.4 57.6 58.7 59.2 54.0 50.0 55.53

Average Hoists per shop

5.5 3.3 3.9 3.9 3.3 4.5 5.6 4.0 3.8 3.5 3.82

APRIL 2007

ductivity and change the bottom line of the shop.

Commodity gross profit percentages across Canada have become reasonably consistent. However, the problem is not with percentages; the problem is with total dollars made and retained.

Commodity prices are dropping and fierce competition for commodity volume is in a frenzy. The average independent shop owner is not paying attention to the details. The shop must calculate the total gross profit dollars required per day to produce a bottom line that allows the shop to move forward. This entails commodity management and billed labor hours management. It is dollars that make a bottom line work, not just percentages.

This type of business management is required today more than ever before.

According to the numbers being reported, a typical four- to five-bay shop in Canada will earn only $63,569 in 2007 before management wages are taken out and income tax is paid. This is buying a job, not operating a truly rewarding business! So when will the independent aftermarket focus on the root problem – poor management practices?

Western Canada appears to be the most informed. The rest of the country is

sticking with outdated management principles, believing they’re right and secure.

In Pearl Harbor, the American navy demonstrated the same kind of blinkered thinking, stubbornly believing they were safe, ignoring the possibility of danger looming just over the horizon.

Unless the independent aftermarket moves swiftly to understand the new reality, the OE attack now underway will be devastating.

The good news is that, even in all this manure, there is indeed a pony.

We are seeing evidence of the creation of some top-tier shops, especially in Ontario and Western Canada, that are adopting best practices and leading the way for the rest of the industry. They’re working on the latest models, attracting new-vehicle customers and turning them into clients. Every time they’re locked out of repair information – and they’re being locked out 10 or more times a month, far more than the industry average – they prove that they’re playing the game at a different level.

The entire aftermarket should pay attention to these entrepreneurs, ask about their experiences, listen carefully to their opinions, and act upon their recommendations. They’re taking on the

competition. They’re helping to secure and retain future business.

If the independent sector responds the way I know it can, the OE dealership’s advantage will soon disappear. And just as Japanese Admiral Isoroku Yamamoto said of the attack on Pearl Harbor, the OE dealerships will soon lament that a sleeping giant has been awakened and filled with a terrible resolve.

Bob Greenwood is president of E. K. Williams & Co. (Ontario) Ltd., a management consulting company specializing in independent automotive service and repair shops (www.ekw.ca). He’s also president and CEO of the Automotive Aftermarket E-Learning Centre, a business management resource for shop owners (www.aaec.ca). Bob can be reached by phone at 800/267-5497; by fax at 613/836-4637; or by e-mail at greenwood@aaec.ca.

Average Total Monthly Sales per hoist

Average Number of Full-Time Technicians

Average Monthly Labor $ Per Technician

Percentage of Time Owners spend working in bays

Average Labor Productivity % per Technician

Hourly Labor Rate (Mechanical)

Hourly Labor Rate (Diagnostic)

Parts Sales Aftermarket %

Dealer Parts Domestic %

Dealer Parts Import %

Average % parts purchased from main supplier

$15,364 $15,280 $14,953 $16,367 $12,554 $22,586 $18,205 $17,796 $15,089 NEDA* $16,417.33

3.8 2.7 3.4 3.2 2.6 3.2 3.8 3.2 3.5 2.3 3.02

$10,489 $8,794 $7,737 $9,188 $7,810 $12,672 $12,334 $9,708 $5,613 NEDA* $8,169.70

3.6% 36.9% 17.6% 16.2% 36.5% 21.6% 22.5% 28.3% 31.8% 50.0% 31.6%

72.7% 58.0% 52.4% 62.8% 51.8% 73.2% 80.2% 60.1% 56.7% NEDA* 59.9%

79.49 83.57 81.38 80.56 83.06 95.43 84.75 89.02 54.55 54.50 69.66

96.04 101.37 105.24 102.35 103.68 121.75 116.82 113.53 61.97 55.25 83.28

80.0 76.0 76.2 76.9 80.8 82.0 75.0 80.2 74.2 NEDA* 77.09

11.7 15.3 15.8 14.7 11.2 13.6 18.3 13.7 18.2 NEDA* 15.55

8.3 8.7 8.0 8.4 8.0 4.4 6.7 6.1 7.6 NEDA* 7.36

73.3 79.0 76.8 76.3 68.0 62.3 85.0 68.7 72.8 NEDA* 72.60

NEDA = Not Enough Data Avaiable

*

APRIL 2007

CANADIAN TECHNICIAN 23

The Nominations are in!

OF THE YEAR

2007

As could have been predicted, the Canadian Technician of the Year competition once again drew entries from the cream of the crop in our industry.

We salute all of the nominees!

This year’s winner will be honored at a reception at the 2007 LinderTech North Conference to be held in Toronto April 27-29.

You’re invited to attend.

Space is limited. For tickets, call 416 614-5814.

Who will receive $15,000 in cash and prizes?

STAY TUNED! We’ll name the winner in our June issue.

Gold Sponsors Platinum Sponsor

Silver Sponsors

AC dangers With blends, alternate refrigerants and sealants out there, you can never be too careful when working on a system.

By Claire Newman

E

ven if you’ve been doing AC work since the days when it was common (and legal!) to vent R12 into the atmosphere, it may be time to change your habits — and recognize new dangers.

When R12 was phased out, manufacturers chose R134a to replace it. And most of the vehicles on the road are indeed using R134a these days — but not all of them. Alternative or “blended” refrigerants are readily available in Canada and the U.S., and they could appear in a vehicle in your shop at any time.

R134a is the only refrigerant approved by automobile manufacturers for use in their AC systems. Anything else may void the warranty—or worse, depending on the contents. But that hasn’t stopped manufacturers and distributors from offering a wide array of alternative refrigerants and blends to the automotive aftermarket.

According to the EPA’s web site (http://epa.gov), nearly a dozen types are currently legal in some parts of the U.S., some using materials such as butane or propane. All of these – and some others that are not legally sanctioned anywhere – have made their way north of the border.

You have to be vigilant not to let these substances contaminate your shop equipment or cause warranty headaches on replacement components.

APRIL 2007

In addition you could have troubles because of the kind of sealant used to make quick repairs to AC systems. In theory, these liquid or gaseous sealers are meant to eliminate minor leakage by solidifying in the presence of moisture or air at the site of a leak. But their tendency to solidify occasionally in solenoids and tubing is a nuisance that results in serious damage to components and AC service equipment. This kind of damage likely won’t be covered under warranty.

Even though alternative refrigerants and sealers are not recommended by automotive manufacturers, they are most definitely out there, and technicians should understand the characteristics and potential hazards to prevent expensive problems from developing during routine service.

Spotting a blend Because recovering something other than R134a into your AC service equipment can cause expensive damage, knowing what’s in a system before hooking up is more important than ever.

There are a few ways to find out safely.

One of the first things to look for is a

warning label. Most competent technicians will clearly and prominently mark any changes to the AC system (it is the law, after all), so a quick visual inspection could prevent contamination.

Unfortunately this is not a fool-proof system. Labels can go missing, or be obscured by dirt. They could also go unnoticed if they’re not placed in a prominent spot. Most worrisome, they may not be affixed at all by less-than diligent technicians or DIYers.

In order to protect your equipment and your work, you can’t rely on proper labelling.

Testing the static pressure of a refrigerant could indicate the presence of a blend, many of which tend to have higher resting pressures than normal refrigerant. A system containing pure R12 or R134a should have refrigerant pressure approximately equal to ambient temperature in Fahrenheit. If ambient temperature is 70°F, resting system pressure should be about 71 psi. But “blends” (and nitrogen) will produce higher rest pressures—19-26% higher than 134a at rest.

But this method isn’t foolproof either, CANADIAN TECHNICIAN 25

since air or contaminants will also affect pressures.

The most reliable option, then, is to use a good refrigerant identifier. It will alert you to potential problems with the contents of an AC system before the recovery process begins. They can’t always identify which specific blend or alternative refrigerant is in the system, but will warn you if a system is contaminated. Sealant detecting devices are also available. These indicating and identifying tools are great, and can pay for themselves with prevented problems.

Handling contaminated refrigerants If you service a vehicle with anything other than R134a in it, you have to be prepared for a few challenges. They cannot be mixed with R134a without problems, so using a regular AC service machine to remove it from the system may cause expensive contamination problems which may take weeks to repair.

A good policy is to use a relatively inexpensive recovery-only machine. The unknown mixture of gas or gases can be recovered into a waste recovery tank and once the unknown mixture is recovered, the AC system can be flushed with the appropriate flushing agent as required. For the regulations for legally disposing of cross contaminated refrigerant contact Refrigerant Management Canada (RMC), website: www.hrai.ca/rmc.

Once the refrigerant has been removed, the system may need to be flushed. But this, again, is another controversial topic.

Flushing the system may seem like a good idea to get rid of all traces of the wrong refrigerant, contaminated or rancid oil, debris, and even the acid that can result when moisture meets refrigerant. But flushing can also remove lubricants. And the special leak-detection dyes that remain in the system could still be contaminated by incorrect refrigerants or hydrocarbons.

Even the solvents designed for system flushing can create new problems. They could vaporize and be drawn out of the system and into AC service equipment during a deep vacuum cycle. If a small amount of solvent remains in the air conditioning system, the refrigerant and oil may be adversely affected—that’s why manufacturers don’t recommend using any cleaning or flushing fluid other than the refrigerant designed for the system.

26 CANADIAN TECHNICIAN

APRIL 2007

ON THE

Firing End New materials and stricter installation requirements have turned spark plug service into something of a precise science.

By Hans Zundel

W

hile taking in the Barrett-Jackson car auction last January, I saw an old spark plug cleaning machine for sale. It had a sandblaster to remove fouling and a lamp and magnifying glass for viewing your handiwork.

It struck me that things have progressed so much in the last decade that a large number of today’s techs wouldn’t even recognize that machine.

The simple spark plug of yesteryear has evolved into a technological wonder that is subject to abuse, neglect and operating conditions never dreamed of by its inventors over a century ago.

Let’s take a look at what a spark plug is required to do inside the modern engine.

Obviously, it has to ignite the air-fuel mixture in the combustion chamber. But it also has to assist in maintaining combustion chamber temperature. This is critical in today’s higher revving engines and lean fuel mixture environment. It also has to keep itself clean to avoid misfires and the resulting emissions, and it has to dampen the effects of radio noise on sensitive electronics.

Delivering a spark may sound easy, but there are many hurdles to overcome. Here are just a few of the factors that affect spark plug performance.

Air/fuel ratio. Rich mixtures cause fouling and misfiring. Lean mixtures can cause overheating and pre-ignition. These can be caused by a variety of component 28 CANADIAN TECHNICIAN

failures such as leaking injectors, vacuum leaks, weak fuel pumps and more.

Compression ratio. Normally constant, it may be affected by carbon build-up, or machining of heads.

Environment. Altitude, ambient temperature, humidity, fuel quality and additives all have a bearing on the plug requirements of an engine.

Proper installation. With the multitude of designs, sizes and materials involved, correct procedures must be followed to ensure maximum performance and durability.

This last item on this list – proper installation – bears discussion in further detail.

As a result of space restrictions, emission regulations, and extended service intervals, manufacturers have changed spark plug sizes. There are now at least five different sizes of spark plug sockets needed to safely replace today’s plugs.

The differences are slight, but since many modern engines suffer from poor access to spark plugs, using the wrong length socket can result in a broken plug or, worse, a hairline crack that won’t show up until later.

With the widespread use of thin, lightweight cylinder head castings, proper installation torque is critical to ensuring spark plug life. Most plug manufacturers recommend against the use of anti-seize compounds. As tempting as it may be to

try to make it easier for next time, these compounds can cause arcing if it gets on the porcelain and can easily contaminate oxygen sensors.

Care should also be taken to replace plugs in aluminum when the engine has cooled sufficiently to avoid removing the threads with the plugs. Wires or coil boots should be replaced if suspect to avoid spark tracking down the insulators to ground.

Spark plugs must remain in a temperature range of 500ºC to 850ºC to self clean and avoid a build-up of combustion deposits. If they fall below 500ºC they’re prone to fouling and misfire, and if they exceed 850ºC, the porcelain may blister and electrodes may melt. This can result in detonation – fatal to the spark plug and, possibly the engine if severe enough.

The spark plug achieves the correct temperature by a combination of exposed center porcelain, thread contact and electrode size. Plugs with shorter firing ends generally dissipate heat more quickly and are thus “colder” and those with longer ended spark plugs are “hotter.” When discussing heat ranges, it’s important to note that the spark plugs themselves do not generate heat; they merely act as a pathway for heat to be transferred to the cooling system.

APRIL 2007

Tech tip: ✔ Check

your plugs with an ohmmeter

before installation.This will detect those that are defective or were damaged from being dropped. It could also help you avoid a costly “do over.�

Today’s engine management systems use sensitive electronics for a variety of components. They can be fooled by radio interference from secondary ignition events. The resistor inside the spark plugs (about 5000 ohms) is an economical solution to help curb this without compromising spark output from the plug.

Spark plugs have traditionally used nickel or copper for the center electrode.

With the increases in demands on spark plug durability, engineers have had to develop newer materials for the spark plug firing end.

Platinum spark plugs came into widespread use with the proliferation of the distributorless ignition system. Plugs had to fire twice as often in the same number of revolutions, and platinum was a good alternative, with its strength and higher melting

and even four to a plug, not to mention an arch going over the center like the newer 5.4 liter Ford trucks.

To meet new and more restrictive emission regulations, even more durable plugs were needed. This has brought the introduction of iridium-tipped spark plugs, laser cut tips (for a super precise shape which allows the electrons to transfer more easily) and now electrodes made with yttrium, which is tougher yet.

Some OEMs are boasting of surpassing

:(¡5( 7+( 6285&( :KHQ

250,000-km (160,000-mile) replacement intervals. In a climate of rust and corrosion, that will certainly bring new challenges to the modern technician struggling to maintain the country’s aging automotive fleet – a half dozen spark plugs at a time!

Hans Zundel is a licensed technician at Premier Automotives in Fort McMurray, Alta., and an administrator on www.canadiantechnician.ca/forum.

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These plugs were the victim of lean misfires, due to fuel starvation and emptied converters. The center porcelain on three out of four are cracked and broken. Quad ground electrodes are becoming ever more popular.

point. Couple this with a platinum ground electrode (double platinum plug) and spring and fall tune-ups become history.

Platinum also allowed for the use of smaller and different shaped center electrodes, which provide the added benefit of lower voltages required to jump the gap and therefore less misfires. Ground electrodes now come in a variety of shapes including grooved, split, double, triple APRIL 2007

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CANADIAN TECHNICIAN 29

Tailgate step AMP Research has designed a practical and easy way to access the tailgate of a truck. The BedStep tailgate step is a sturdy, lightweight bumper step that stows conveniently and rattle-free under the rear bumper and folds down to provide easy access when loading cargo. AMP incorporates a patented springloaded cam design that allows the BedStep to easily deploy and retract with a simple push of your foot. It installs in about 20 minutes using the existing rear bumper mounting points. Applications include Ford F-150 and Super Duty; Chevy Silverado/GMC Sierra; Dodge Ram and the new 2007 Toyota Tundra.

Availability is slated for summer of 2007.

AMP Research – For more info, go to www.aptmag.ca/products/45006

Lexus exhaust coverage ANSA Automotive announces a new direct-

fit, original equipment replacement rear muffler assembly for the 1999-2000 Lexus ES300 3.0L (Part #TY32147) featuring a chromed tip.

Offering fit, appearance, and performance that meets or exceeds OE standards, this new part number represents a popular application for the import undercar marketplace. All

ANSA replacement exhaust systems are constructed of fully-aluminized steel and carry a one-year limited warranty.

ANSA – For more info, go to www.aptmag.ca/products/43014

Transmission wall chart ATP-Inc. has released a new wall chart – No. WC-07 – that features application data through model year 2007. Domestic and import automatic transmission identification is aided by illustrations of the filter and gasket as well as helpful tips. The correct transmission fluid, ATP fluid supplement

and total fill or refill capacities are also shown. The corresponding Graywerks transmission oil pan (if available) is also included. And new this year, a Transmission Fluid and Supplement Usage Chart has been made part of the wall chart.

ATP – For more info, go to www.aptmag.ca/products/43013

Battery connectors Problematic battery cable connections can be quickly, easily and effectively replaced with Del City’s easy-to-use combination of copper terminals and solder slugs. If the faulty connection is left unchecked, a vehicle can experience a drop in voltage, vibration, and corrosion in the cable. Del City’s copper battery terminals can easily be connected by either crimping or soldering the terminal to the wire. Crimping offers a solid mechanical connection, but soldering the connection is recommended for its high, dialectic strength and superior conductivity.

Del City – For more info, go to www.aptmag.ca/products/45009

Ignition probe Coil-on-plug ignition systems are rapidly becoming the choice of most vehicle manufacturers. Until now testing them has been very time consuming. To test a Ford Triton for example can take one hour or more. The new Wyzeprobe coil on plug secondary ignition probe from EFI Tools can test all eight cylinders in less than 10 minutes. It’s the fastest way to test secondary ignition systems and engine integrity and find intermittent misfires that the OBD2 system does not. The new Wyzeprobe works with all lab scopes and is suitable for all ignition types. No batteries or special ignition adaptors required, it is easy to use, and comes in 14- and 24-inch lengths.

EFItools – For more info, go to www.aptmag.ca/products/44018

30 CANADIAN TECHNICIAN

APRIL 2007

Alternator catalog

Light truck tire

Now available from Bosch is a comprehensive 2006 catalog on Bosch universal alternators AL9971N and AL9972N for offroad applications and agricultural and industrial equipment. Off-road applications cover medium and heavy-duty trucks with gasoline and diesel engines, while agricultural and industrial equipment includes tractors, lift trucks, loaders, cranes, windrowers, shovels, and more. Designed especially for service and repair facilities, this 52-page catalog (#2212161) includes a cross reference replacement guide, a universal alternators guide for industrial and agricultural applications by make and model, a list of accessories, and plug identification for universal alternators.

Robert Bosch – For more info, go to www.aptmag.ca/products/45012

The Bridgestone Firestone has introduced the new Bridgestone Duravis heavy-duty light truck and commercial tire line. It is focused on delivering long mileage, durability and reliable performance for fleets as well as personal and commercial light truck users. The Duravis line will include two tires for heavy-duty commercial highway use. It features enhanced technologies including a square footprint, sidewall protector, stone rejecter technology and heavy-duty construction to protect it in the most challenging environments. The R500 HD is a fullhighway-depth tire featuring the company’s exclusive UNI-T technology for excellent wet and dry handling. The R250 tire a Q-rated tire available in five sizes, designed with all-steel casings to foster endurance, long mileage

APRIL 2007

and retreadability.

Bridgestone-Firestone – For more info, go to www.aptmag.ca/products/45015

Contour wiper blade Federal-Mogul has introduced the new ANCO Contour wiper blade, a premium profile-type blade that delivers all-season per-

formance on late-model passenger cars and light trucks. It features a next-generation one-piece design, utilizing an advanced internal flexor and unique aerodynamic spoiler to evenly distribute pressure across the full blade surface. Federal-Mogul’s ANCO engineers also developed an exclusive natural rubber formulation that allows Contour blades to deliver premium performance in virtually any weather condition.

Federal-Mogul – For more info, go to www.aptmag.ca/products/45011

CANADIAN TECHNICIAN 31

Beam blade

Worklight

Trico Products is launching NeoForm, a new ultra-premier beam blade line for the North American aftermarket. The blade’s innovative design provides constant pressure across the entire length of the blade to ensure a uniform wipe. NeoForm blades also feature an aerodynamic spoiler that helps reduce windlift and enhances styling. Trico’s new NeoForm blades offer durable all weather

performance, while the exclusive wiping element with Teflon resin provides a smoother wipe and longer life. Blades are available in 16” - 28” lengths and fit the most popular wiper arm types including many new unique wiper arm styles.

Gates – For more info, go to www.aptmag.ca/products/45013

“The information you get is incredible. You always pick up something you can use in your business.”

Matco has unveiled its new LL7854-Digitac Focus rechargeable work light, featuring 3.2 Watts of power to produce 65.3 lumens. It comes with a recharger unit, battery and charger adapter which give it 29 hours of battery charge life. Its focusable prism reflector system makes it versatile enough for any application in the garage. It is also shockproof and water resistant for added durability.

Matco – For more info, go to www.aptmag.ca/products/44005

– Roydon Rump, a member of the Automotive Aftermarket E-Learning Centre

Engine bearings Clevite Engine Parts has introduced Clevite 77 H-Series high performance connecting rod bearings and main bearings for the Dodge Viper. The H-Series bearings are available for the 1992-2002 Viper models, which are powered by the 488 CID 8.0L aluminum block V-10 cylinder engine. The HSeries connecting rod bearings are available non-coated or coated with Clevite’s exclusive TriArmor moly-graphite treatment. The main bearings for the Viper engine are available only as noncoated bearings.

Clevite – For more info, go to www.aptmag.ca/products/44008

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32 CANADIAN TECHNICIAN

FOR SALE

Great location near downtown Toronto

Automotive Aftermarket

– Roydon Rump, Roy Rump & Sons Automotive Repair, Ottawa, ON

Auto Repair Shop

Call Bill Wai: 416.778.0185 346 Easter Avenue, Toronto www.waiauto.com APRIL 2007

Tire pressure monitors Schrader replacement TPMS sensors, service packs, tools and retro-fit kits for the replacement market are now available in Canada through Gates Canada. SchraderBridgeport is the industry leader in direct Tire Pressure Monitoring Systems. Direct TPM systems use pressure sensors inside each tire to transmit data to a dashboard display alerting drivers to tire pressure issues.

Gates – For more info, go to www.aptmag.ca/products/45014

Fuel pump catalog Bosch has published a comprehensive 2006/2007 catalog to support the enhanced Bosch premium fuel pump program for domestic and import cars, light trucks and minivans. Exhaustive and thorough, this 480page catalog (#2212151)

includes vehicle identification data, product information, warranty policy, list of applications, a buyer’s guide, cross reference and UPC cross reference – all presented in a quick and easy-to-read format for the busy automotive repair professional. The 164-page buyer’s guide section is supported by clear black and white illustrations of a wide variety of fuel pump assemblies for most domestic and import vehicles along with filter kits, gaskets, and more.

Robert Bosch – For more info, go to www.aptmag.ca/products/45003

Pliers set Matco has released the new SPU4TB-4 PC Universal Pliers Set. It includes four of the most widely used pliers for versatility and job functionality in cutting, turning, or holding: PSJ8B - 8” slip joint pliers; PGJ9B - 91/2” groove joint pliers; PNNC7B - 7-1/2” needle nose pliers with side cutter; and PHDD7B - 7” heavy duty diagonal pliers. Slim heads and solid flush rivets allow for access in tight

places. Induction hardened edges allow for long cutting life.

Matco – For more info, go to www.aptmag.ca/products/44006

Welded mufflers The Thrush brand has released of two new muffler series and two complete Thrush Turbo exhaust systems for 1969 Camaros and 1964-72 El Caminos. The new muffler series – Thrush Welded and the Stainless Steel Glasspacks – are available for a wide-range of popular domestic and import applications. The new 100-percent aluminized Thrush Welded mufflers are fully welded for extended durability and wear. The stainless steel Glasspacks feature a straight-through perforated tube for minimal turbulence and continuous roving fiberglass for the classic Thrush sound. The new systems also include all necessary hangers, brackets and other hardware.

Tenneco – For more info, go to www.aptmag.ca/products/44013

866-869-9704 APRIL 2007

CANADIAN TECHNICIAN 33

Heat transfer line Visteon has introduced 14 new part numbers for its heat transfer line.

This expansion adds to Visteon’s extensive line of heat transfer products, including radiators and heater cores. The new part numbers cover a wide range of applications, including Saturn LSeries, Jeep Wrangler, Ford Mustang Cobra, Chevrolet Express van, GMC Savana van, Chrysler Town & Country, Dodge Caravan, Plymouth Grand Voyager, Honda Civic, Mitsubishi Eclipse, Toyota Celica, and Lexus ES300. Visteon heat transfer products, including radiators, heater cores and condensers, are manufactured to original equipment quality standards.

Visteon – For more info, go to www.aptmag.ca/products/45001

Shock absorbers

On The Road To A Better World Protecting Our Environment with HFC 134a

Cross blend refrigerants may cause harmful system contamination. The mobile air conditioning industry has chosen HFC 134a, the only pure refrigerant, as the leading candidate to replace R12.

Arkema is a leading supplier of HFC 134a. We can help you…and the environment. We believe we are on the right road to a better world.

For more information on the availability of HFC 134a contact:

Arkema Canada Inc.

Fluorochemicals Group

1-800-567-5726

www.forane-us.com 34 CANADIAN TECHNICIAN

134A

Rancho has added new, massive RS9000XL shock absorbers to its product offering. The new product features adjustable damping with either a 2.75- or 2.38-in. diameter reserve tube, delivering up to 48-percent greater oil capacity. The massive shock body allows the RS9000XL to run cooler and more consistent even under the most demanding conditions, enhancing performance and durability.

Constructed with an 18-mm diameter chromed piston rod, it is finished in new Liquid Metallic Silver. Rancho RS9000XL shock absorbers include the new myRIDE tuning system, allowing for precisionmatched ride control performance in any on- or off-road environment.

They also feature Rancho’s patented nitrogen gas-charged tri-tube mono-flow design.

Tenneco – For more info, go to www.aptmag.ca/products/44014

Ventilation system treatment Mold, mildew and bacteria are a growing concern in many vehicle ventilation systems.

UView has developed the MiST In-Car Air Quality Service, a new and effective way to control mold, mildew and bacteria in ventilation systems. It penetrates and treats the entire ventilation system and vehicle, to offer restored interior air quality, reduced harmful airborne microbes and elimination of offensive odors.

This simple 15-minute service addresses problems hiding in ventilation systems – a quickly growing market opportunity.

UView – For more info, go to www.aptmag.ca/products/45008

Problem-solving alternator Engineered to address Ford 2G IAR alternator system problems, AIM has introduced its Xtreme 2G HDN Series alternator. The product overcomes overheating and power failure issues with a dual internal fan, upgraded frame design, an improved rotor and stator and a newly designed rectifier. The alternator comes with a heavy duty harness and 6mm battery post instead of the problematic factory harness/BBS plug. The Xtreme 2G HDN series features a dual internal fan that allows for greater volume of air flow and cooler operation in comparison to the single fan of the original 2G series.

AIM – For more info, go to www.aptmag.ca/products/45007 APRIL 2007

3

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ACROSS 1

4

DOWN

Pattern describing the intended look of a manufactured product.

Typical customer request,equivalent to a general check-up (two words).

Forward lighting.

Blue-collar comedian Larry the Cable ______.

What you sometimes need in order to understand a customer complaint.

Conveyances for electrical current.

Maker of the Miata.

1990s pop group:The _____ Girls Additional.

Financial term for gain.

Compete.

Blow-out sale.

Maker of the Stanza.

Discontinued Ford SUV nameplate.

1 2 4 5 6 7 8 11 12 15 16 17 22 23

Mythical fire-breathing reptile.

Wrath.

What you’d love to take in the afternoon but your boss won’t let you.

Push forward.

Part of a roadside emergency kit.

System powered or operated using fluid.

Picky.

Triangular shape.

Higher performance version of the Toyota Celica.

Common build-up substance caused by combustion.

Inclement weather.

Music playing device characterized by dual sound output.

Examples:__Angeles,__Alamos,__ Lobos.

Leader of a company.

December 2006 Auto Puzzle

C D R O R C U U D A E R R O O M E T H I O T B R A S A B S E S I C L O C

M U O W N T I O F T R E D C S E S U P U L A O R I G K Y

C A B E R A I R E N U E N T I B U T A R J O I S E S T K O H T A L I

N O I S R Y U N E O N T A L O G N I

Congratulations to Adam Gross of Gross Horsepower Inc.in Limerick,SK,winner of a Havoline jacket for solving our December 2006 puzzle.

Win $100!

Send your solved puzzle to Canadian Technician.We’ll draw a winner on June 17, 2007.Send to 451 Attwell Drive,Toronto, ON M9W 5C4.Or fax to 416-614-8861.

Name: Workplace: Work address: Phone:

APRIL 07

2

email:

Question of the Month: What was the best business management or personal growth book you ever read?

© 2007 Chevron Lubricants Canada Inc. All rights reserved. All trademarks are the property of Chevron Intellectual Property LLC. © 2007 Chip Ganassi Racing with Felix Sabates. All rights reserved.

AUTO PUZZLE

1

Add More Life To Your Car Havoline® has entered a new century of adding more life to your car.

Moving forward, we will continue to embrace vital new technology that translates into value-added solutions for your business. We’re looking towards the future, but we’ll never outgrow the world-class performance and solid technical expertise that got us here in the first place.

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

A Chevron company brand

CLASSIFIED

ADVERTISING

SECTION

Replace your fuel injectors for half the price of new!

Precisionline Injectors offer 100% O.E. specifications and restores: Performance • Driveability Gas Mileage • Emissions • Injector Sets are flow matched to +/- 1% and carry a 12 month replacement warranty!

If it’s injected we have it covered!

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250-766-0256 Canadian Distributor

Www.pwinjection.com precisionwestis@aol.com

Precisionline remanufactured Vortec, CPI Units

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Signature

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416/614-8861 or mail to

Name: Company Name: Company Address: City:

Province:

Telephone:

Fax:

Postal Code:

IMPORTANT!

You must answer all questions

e-mail:

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

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

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

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

36 CANADIAN TECHNICIAN

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

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

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

April 2007

1. This location is a (check one only): A. ❑ General service and repair shop B. ❑ Specialized service and repair shop C. ❑ Service station with repair facilities D. ❑ Automotive rebuilder E. ❑ New car/truck dealer F. ❑ Body shop with repair facilities G. ❑ Fleet owner with repair facilities H. ❑ Other (specify): ________________________

451 Attwell Drive, Toronto, ON M9W 5C4

APRIL 2007

continued from page 38 Keeping an eye out for flying objects, I nervously put my hand up. The whole crew glared at me. “What!”

“Beanie, did you reinstall the small metal grounding strap when you changed the coil in the distributor cap? You know, the one that attaches to the mounting screws. Without it, the coil will spike and kill the module on its way to ground.” The stunned silence was only momentary.

“Who could forget the strap!” cried Tooner.

“Even I know about that,” groaned Quigley.

Basil was fed up. “Slim, you’ve really got to stop this…”

“Wait,” said Beanie. “I think he has something. I didn’t think that piece was important, so I chucked it out.”

“What!” Now they stared down the Bean.

He shrugged. “Hey, those HEI distributors are old school. I’ve hardly worked on them!” Fortunately, we had a spare ground strap lying in the ignition cabinet, and putting it back in the system solved our GM module problem.

Things were still testy by afternoon break, so I decided to share some good news. “Boys, I’m happy to report that we haven’t had one comeback all week long, thanks to my effective quality control measures.” I pulled out a large box of doughnuts. “So dig in; I got all your favorites!”

Basil peered into the box. “Where are my raspberry-filled long johns?”

“Yeah, and I don’t see my apple fritters,” complained Beanie. He looked again. “As a matter of fact, all I see here are bran muffins!”

I stared into the box. “Hmm. Well, I must have been thinking about your health. I hear that bran is good for your brain, and we all know how bad everybody’s memories have been recently…”

It was time for another hasty exit, and just so you know, flying bran muffins are a lot softer than flying wrenches.

Solved a tricky shop problem lately? Think it would make a good story for The Car Side?

Contact Rick at rick.cogbill@shawcable.com.

MARCH 2007

ADVERTISER INDEX Advertiser

Page

Website Address

Phone

Arkema Canada 700 Third Line Oakville, ON L6J 5A3

34

www.arkemagroup.com

1-800-567-5726

ASC Industries 2100 International Parkway North Canton, OH, 44720

39

www.asc-ind.com

1-330-899-0340

CARQUEST Canada 36 Worcester Road Toronto, ON M9W 1K9

19

www.carquest.ca

Contact local rep

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

35

www.texacohavoline42.com

1-800-465-2772

Dealer Service Systems 2581 3rd Concession, Adjala R.R.#1 Palgrave, ON LON 1PO

36

www.dealersvc.com

1-800-361-0525

Gates Canada 225 Henry Street, Building #8 Brantford, ON N3S 7R4

30

www.gates.com

1-519-759-4141

9

www.imperialoil.ca

1-800-567-3776

KYB America LLC 140 North Mitchell Court Addison, IL 60101

20

www.kyb.com

1-630-620-5555

Maremont Canada 3600A Lakeshore Blvd.West Toronto ON M8W4Y8

33

www.maremont.com

1-800-882-6833

Matco Tools 25 Karissa Lane Holland Landing, ON L9N 1R6

29

www.gomatco.com Franchise Opportunities

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

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

34 www.mistertransmission.com

1-800-373-8432

Imperial Oil (Mobil 1)

Mitchell1 14145 Danielson Street ext.6313 Poway, CA 92064

6

www.mitchell1.com

1-888-724-6742

NGK Spark Plugs Canada Limited 505 Apple Creek Blvd.Unit 1 Markham ON L3R 5R1

4

www.ngksparkplugs.ca

1-877-2-SPARKY

Plasti-Kote 7655 Tranmere Drive, Mississauga, ON L5S 1L4

13

www.plastikote.com

905-671-8333

Precision West Injection 11315 Dakota Road Winfield, B.C.V4V 1X1

36

www.pwinjection.com

1-250-766-0256

Quaker State 1101 Blair Road Burlington, ON L7M 1T3

31

Qpower.com

1-800-263-6200

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

40

www.bosch.com

1-800-618-4729

Robinair - SPX Canada 5695 Whittle Road Mississauga, ON L4Z 3P8

10

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

2

www.snapon.com

1-800-734-2676

Shell Canada

16

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Visit our website

Motorist Assurance Program of Canada

15

www.motorist.org

905-726-8886

Wakefield Canada Inc. (Castrol) 3620 Lakeshore Blvd.West Toronto ON M8W 1P2

27

www.wakefieldcanada.ca

1-888-CASTROL

www.robinair.com Contact local agent

CANADIAN TECHNICIAN 37

The Car Side

By Rick Cogbill

Even the most common tasks can get overlooked.

Sometimes you just need a gentle reminder.

Losin’ It

I

stared out the front office window, scavenging my brain for any hint of recognition. “Hurry up, Quigley!” I whispered fiercely, giving him the license number of the vehicle that had just pulled in. I was sure I recognized the customer, but for the life of me I couldn’t put a name to his face.

My service writer looked at his computer screen and scratched his head. “I dunno, Slim. That plate number isn’t coming up. Are you sure you read it right?”

“I may be forgetful,” I growled, “but I ain’t blind!” By this time, the front door was opening. “Er…ah, good morning, Mr…” Quigley jumped to my rescue. “Mr. Shambles! How are you? It’s been a long time.” Brushing by me to shake hands with my Uncle Bob, he hissed in my ear, “Now do you recognize him?”

I don’t know if that incident started it, but we began to have seniors’ moments all over the shop that day… even from my young apprentice. “Hey, Beanie,” I said, walking by the car he was lowering. “Are you sure you tightened the drain plug?”

He looked surprised. “Of course I’m sure! I…” Suddenly his face blanched and he began to raise the hoist again. “Great!

Now that you ask, I can’t remember!”

Later I came upon Basil getting ready to road test his alignment job. “Say, did you remember to put cotter pins in all the ball joints you replaced?”

His laughter died on his lips. “Slim, will you stop doing that! You know yourself how some jobs are so routine that you can’t recall every step of the operation.

Now I’ll have to crawl underneath this car and recheck all my work!”

I shrugged. “Hey, I’m only trying to help. You know how easy it is to forget 38 CANADIAN TECHNICIAN

things.”

He glared at me. “You’re the one who couldn’t remember his own uncle, not me!”

Things weren’t much better the next day. Tooner crawled out from underneath the one-ton truck he’d been working on and exhaled a few choice words. “I’ve never had to fight so hard with a tranny in all my life! If that clutch ever has to come out again, I sure ain’t doing it.” He started cleaning grease and dirt from the cuts on his hands.

“Uh, Tooner, just a thought… did you get the clutch disc facing the right way?

You know how easy it is to confuse it on these models…” A hasty exit suddenly seemed to be in order, and I’m happy to

report that most of the flying wrenches fell short of their intended target.

At lunchtime, Beanie was looking glum. “Anybody got any ideas? This ’95 Cadillac De Ville has me stumped.”

Basil looked up. “The one you put the new distributor in yesterday? I thought I heard it running already.”

“It was. But when I tried it later, the module was blown.” Beanie described how he had put in a second module, only to have it die after a few starts.

Suggestions came thick and fast: Did you use lots of dielectric grease? Are you using only GM modules? How’s the alternator output voltage?

continued on page 37 APRIL 2007

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