Canadian Technician April 2009

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Spark plug options How to choose what to use ALSO: ■ Nova Scotia tweaks its inspection law ■ Destination Africa: repair shop in a box ■ Greenwood’s state of the industry report

www.canadiantechnician.ca

FROM BUMPER-TO-BUMPER

WE KNOW WHAT YOU’RE WORKING ON. . .

92

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All other marks are trademarks or registered trademarks of their respective holders. Pictures are for illustration purposes only. Specifications subject to change without notice.

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APRIL 2009

VOL. 14 NO. 3

Departments Editorial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5 Service Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7 Letters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8 Reader Rides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8 Out & About . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9 EyeSpy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10 Product Central . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .25 Auto Puzzle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28 Ad Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29

9

Columnists It’s Your Turn . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13 By guest columnist Bruce Eccles Management S.O.S. . . . . . . . . . . . . . . . . . . . . . . . .14

By Kelly Bennett

20

The Greenwood Report . . . . . . . . . . . . . . . . . . . . .16

By Bob Greenwood The Car Side . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .30

By Rick Cogbill

Features What Went Wrong? . . . . . . . . . . . . . . . . . . . .18 The car still isn’t fixed, the bill is climbing, the customer’s angry…. so what went wrong? Our new regular feature analyzes the kind of mistakes that get shops in trouble.

Precious Metals . . . . . . . . . . . . . . . . . . . . . . .20 Spark plugs last longer than ever. Here’s what you need to know to help increase service opportunities and save your customers money in the long run.

22

Wheelie Good Advice ............................22 When it comes to wheel alignment, take some extra time to ensure that wheels perform as well as they should.

We’d like to share one of the world’s best kept secrets. [ Blue Streak Import Parts ]

Parts for import vehicles

APRIL 2009

CANADIAN TECHNICIAN 3

How healthy is your vehicle’s engine?

A healthy car depends on a healthy engine. And a healthy engine depends on the right MOTOR OIL &ROM THE MAKERS OF -OBIL THE OFl CIAL MOTOR OIL OF .!3#!2 COME NEW MOTOR OILS n 3UPER FOR NEWER VEHICLES AND 3UPER FOR HIGH MILEAGE ENGINES %ACH specially engineered to enhance performance at speciďŹ c stages of your car’s life. Premium performance and protection for the vehicle you drive every day. Ask for the Mobil product that’s right for you at your next oil change. www.MobilOil.ca Mobil, Mobil Super, Mobil 1 and the Pegasus design are trademarks of Exxon Mobil Corporation or one of its subsidiaries. Imperial Oil licensee. NASCAR is a registered trademark of The National Association for Stock Car Auto Racing Inc. Chevrolet and Corvette are trademarks of the General Motors Corporation.

Editorial

Seizing new opportunities

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Now is the time to attract more foreign-nameplate vehicles to your shop.

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By David Menzies How the mighty have fallen.

For the first time since the early 1930s, General Motors can no longer lay claim to the title of “world’s largest automaker.”

Indeed, GM’s sales fell behind Toyota last year, with The General selling 8.35 million vehicles to Toyota’s 8.97 million. And one need only scan the headlines to determine things aren’t exactly rosy over at Ford and Chrysler.

You can trace the cause back to complacent auto industry executives who were unable to respond to profound changes in the market, and a workforce of insatiably greedy unionized workers. This combination of ignorance and arrogance proved toxic.

Indeed, while the North American marketshare of GM alone used to be greater than 50%, today, the Detroit Three have less than 50% marketshare combined.

What does this new world order mean for Canada’s independent auto shops? Well, for starters, now would be a prudent time to overhaul your business plan and refocus your marketing tactics.

Just look at the numbers. A study we commissioned recently revealed that 88.5% of shops surveyed said North American nameplates accounted for the majority of their work. That would suggest there’s a huge chunk of European and Asian vehicles being serviced by dealers. And since the market share of North American vehicles continues to erode while the market share of foreign nameplates continues to increase… well, you connect the dots.

The task at hand: attract more maintenance and repair work from Asian and European makes. And it can be done.

Case in point: Rob Scott, owner of Glenwood Auto Service in Saskatoon. Six years ago, foreign nameplates represented about 18% of his business; today, this figure stands at 35%. This didn’t just happen magically overnight. Rather, Scott APRIL 2009

used direct mail and signage to communicate to his customers that his shop welcomes foreign makes.

To pound this message home, Scott purchased two 2007 Honda Civic Hybrids.

These whiz-bang Civics, festooned with Glenwood’s logo, serve two purposes: to transport customers, and to convey the message that Glenwood can adroitly take care of high-tech imports.

Scott also opened a detailing bay. While this component of his business was a money-loser for the first five years, it nevertheless served a marketing purpose. It attracted the owners of high-end import vehicles. “We could tell the owner of a latemodel Lexus that he didn’t have to take his car to the dealership for maintenance work – we could do it all right here for him,” he says.

Chats with his clients also gave him a chance to seek referral work. He made every effort to build word of mouth that his shop was open to foreign nameplates.

To prove his commitment, Scott sends his technicians to about 200 hours of training per year, designed to help them stay current. And he doesn’t bat an eye if the training is done during the day. That’s what he and his techs would prefer. That’s when lessons can be better absorbed… and they don’t interfere with down time on evenings and weekends.

Ultimately, these strategies are much more than simply attracting a type of vehicle or customer to the shop – they’re an investment in the future.

If you’re still counting on the Detroit Three to fill your bays, you may be missing the larger – and growing – portion of the North American vehicle mix. It may be time to reorient your customer list.

You can reach me by email, david@canadiantechnician.ca, or call me at (416) 614-5824.

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CANADIAN TECHNICIAN 5

Service Notes VOLUME 14

Moving forward in 2009 Stick with a strategy that will work in any economy.

By Allan Janssen Forget the carmakers, it’s the little guys who could really use a bail-out in this recession.

That was the thinking, I suppose, behind the special offer to motorists at a California repair shop last month. Consumers were invited to bring in a written estimate from a dealership or competing independent garage, and the shop promised to perform all the listed work, but at a reduced cost.

It was billed as a gesture of good will during troubled economic times, but it seems to me to be little more than simple price discounting. And I’m not a big fan of that kind of strategy – particularly during a recession when consumers have added incentive to keep their vehicles in good working order.

By some accounts, repair shops in Canada should be getting very busy this year. We’re all anticipating a rise in what has been called the “threshold of repair costs” – the price point where consumers opt to buy a new vehicle rather than fix an old one. The higher it goes, the better it is for the auto repair and service industry.

In a recent conference call, Uni-Select CEO Richard Roy talked about that threshold, and voiced the kind of optimism many in the aftermarket share about prospects for 2009. Roy pointed out that a lot of vehicles are in their prime repair years. And because of the closure of new-car dealerships, many of those cars will be pulling up to independent shops for service.

“All the metrics are very positive for the aftermarket,” he concluded.

And he’s right. Here’s another one: the median age of vehicles in the U.S. is steadily rising, according to R.L. Polk. For passenger cars it was 9.4 years in 2008, up from 9.2 years for the past two years. For APRIL 2009

light trucks it was 7.5 years, up from 7.1 years last year. It’s a reasonable assumption that we’re seeing the same phenomenon on Canadian roads.

The signs are definitely out there.

Making sense of them becomes the true challenge. To that end, the Automotive Aftermarket Service Association put the current economic conditions under a microscope at its annual Vision Conference in Chicago last month. A line-up of expert speakers talked about weathering the storm, as they tried to outline the possible ramifications of a credit-strained world. And while some chose to focus on the silver lining, others worried about the storm cloud.

Here’s a classic storm cloud scenario for you: the Original Equipment Suppliers Association reports that a third of their members are more pessimistic now about the coming year than they were even a couple of months ago.

This constant push and pull between optimism and pessimism impedes the ability of shop owners to make the right decisions for their companies.

We don’t know how things will play out. There could well be a spike in aftermarket activity. But then again, the giant wave of maintenance work that’s expected to swamp repair shops could turn out to be little more than a swell. One thing is clear to me, however. Now is not the time to be lowering prices to capture new business. It’s much better to know your costs and charge properly for your work.

An economic bailout for customers should not take the form of price discounting. It should take the form of competent service work which will make vehicles last longer… and save customers money in the long run.

NUMBER 3

EDITOR David Menzies david@canadiantechnician.ca (416) 614-5824 EDITORIAL DIRECTOR Allan Janssen ajanssen@newcom.ca (416) 614-5814 PUBLISHER Martyn Johns mjohns@newcom.ca (416) 614-5826 REGIONAL SALES MANAGER Delon Rashid delon@canadiantechnician.ca (416) 614-5829 CIRCULATION MANAGER Lilianna Kantor lkantor@newcom.ca (416) 614-5815 DESIGN & PRODUCTION Tim Norton production@canadiantechnician.ca (416) 614-5810 CONTRIBUTORS Kevin Bell, Kelly Bennett, Rick Cogbill, Larry Dickison, Bruce Eccles, Will Enns, Bob Greenwood and Todd Huggard GROUP PUBLISHER Mark Vreugdenhil mark@canadiantechnician.ca (416) 614-5819 DIRECTOR, QUEBEC OPERATIONS Joe Glionna PRESIDENT Jim Glionna PUBLISHED BY Newcom Business Media 451 Attwell Drive Toronto, Ont. M9W 5C4 Canadian Technician is published monthly except for January and July by Newcom Business Media, Inc., 451 Attwell Drive, Toronto, Ont. M9W 5C4. The magazine serves the Canadian automotive repair and service industry. Subscriptions are free to those who meet the criteria.

For others: single copy price: $5.30; one-year subscription in Canada: $35.70 ($34.00 plus $1.70 GST); one-year subscription in U.S.: US$40; one-year subscription in all other countries: US$65. Copyright 2009. All rights reserved. The contents of this publication may not be reproduced by any means, in whole or in part, without prior written consent of the publisher. The advertiser agrees to protect the publisher against legal action based upon libelous or inaccurate statements, unauthorized use of photographs, or other material in connection with advertisements placed in Canadian Technician. The publisher reserves the right to refuse any advertising which in his opinion is misleading, scatological, or in poor taste. Postmaster: Send address changes to Canadian Technician, 451 Attwell Drive, Toronto, Ont., M9W 5C4. Printed in Canada. Second class mail: Postage paid at Toronto. Canadian Publications Mail Sales Agreement #40063170. ISSN 1710-7644.

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

Kenneth R. Wilson Award Winner Member

Canadian Business Press

“Moment of Ignition…” by Will Enns Phone (250) 404-0411 www.canadiantechnician.ca/covers CANADIAN TECHNICIAN 7

LETTERS

I’m a licensed technician at a GM dealership. I recently took over the position of union chairman in our shop and was asked the following question: “Are flatrate technicians entitled to overtime pay after 44 hours like hourly workers?” I emailed the Ontario Ministry of Labour and they told me all hours in excess of 44 per week are to be compensated at a minimum of 1.5 times the technician’s regular rate. They also said it’s essential in a flatrate system that the employer’s records reflect both the flat rate paid and the actual hours worked. It is the actual hours worked that must be used to calculate the employee’s regular rate and overtime entitlements.

They gave me a complicated example that left me more confused than enlightened.

I was wondering if other technicians have dealt with this issue. We have four technicians who are paid a flat rate and they consistently exceed the 44-hour cap.

Kyle Wucher Bupont Motors Timmins, Ont. Good question, Kyle. The rules are likely different in every province. It would be

LARRY DICKISON

Who qualifies for overtime pay?

good to get the viewpoints of other techs and shop owners. Does anyone have anything to contribute on the subject? Send your letters in and we’ll publish them for all to see.

–DM

on their faces. As a father, I recognize that my child relies on me financially, which makes it even more real.

Dan McKillop Martin’s Auto Clinic Kitchener-Waterloo, Ont.

Uncertain times ahead RE: “Plan B,” February 2009 I think you make a valid point in your editorial about what’s happening in the economy. I’ve worked as an auto mechanic in a small town outside Kitchener-Waterloo for about 14 years.

Even though my job may seem secure right now, the automotive sector has been shaken. It will have a ripple effect, even in the small garages. People are very stressed these days. You can see it

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, Ont., M9W 5C4. Or send an e-mail to david@canadiantechnician.ca. Our fax number is (416) 614-2781. We reserve the right to edit your letters for length and clarity.

RIDES

Reader

Luc Bougie, of Luc Bougie Auto Electrique in Montreal, sent in this picture of his 1955 GMC pickup. It is a deluxe cab, six-cylinder 235, with three-speed column shift 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!

8 CANADIAN TECHNICIAN

APRIL 2009

Out

&About

Thinking inside the box

Oakville technician needs your help to send his “Auto Repair Shop in a Box” to an African village.

By David Menzies

R

ecently, Glenn Colling, 39, found himself experiencing a somewhat premature mid-life crisis in that he had an insatiable urge to do something completely different.

The owner of Eastside Auto Service in Oakville, Ont. could’ve chosen to buy a Porsche and go on a cross-country selfdiscovery road trip. Instead, he signed up

everyone in the village that Colling was indeed handy with a tool kit – “things came out of the woodwork that needed fixing,” he says with a chuckle.

Indeed, Colling soon found himself repairing machines ranging from a bulldozer and a motorcycle to a 60-year-old tractor and even a few wheelbarrows.

“You needed to use your brain and get back to basics,” he says.

“But it was ultimately a very rewarding experience, and it changed me. I’ve learned not to take things for granted.”

Colling wanted to continue making a difference for the village upon returning to Canada. And after meeting some charity workers from Colorado, Colling experienced an epiphany. The Coloradans were adapting mountain bikes that could survive the rigors of West African terrain, with the hope of proGlenn Colling of Eastside Auto Service in Oakville, Ont. viding villagers with reliwill transform this container into a “repair shop in a able, low-cost transportabox,” to be sent to Burkina Faso, West Africa. tion. All of which got Colling thinking: why not with Christian charity Careforce devise a facility that could also take care International as a volunteer. Eventually, of the village’s mechanical repair needs? the technician found himself on a plane to His solution: a 40-foot container. The Burkina Faso, West Africa to provide container would not only serve as a shipmanpower to construct a dormitory for ping conveyance for tools and equipment, orphaned children. but the container itself would remain in “I just wanted to get take a break from the village, functioning as a makeshift auto repair for a while and build things garage. Auto Repair Shop in a Box was instead,” Colling says. born.

Ironically, although Colling wanted to Colling notes Auto Repair Shop in a construct buildings rather than mend Box will be outfitted with workbenches, a motors, he made the mistake of offering welder, tools, air compressor, grinders, a to repair an alternator for a diesel generatire machine and balancer, diagnostic tor. After he successfully fixed the generequipment, a battery charger “and just ator – and once it was determined by about everything else needed in order to APRIL 2009

Colling poses with some of the aspiring technicians in Burkina Faso.

get the job done.”

There will also be two hoists placed within the container for mounting the Auto Shop on cement pads once it’s delivered.

Colling says the project will encompass three key goals: It will serve as a venue to teach children valuable work skills; the garage will be used to maintain the village’s equipment; and it will provide a future means of income for the village by servicing vehicles from outside the village.

The 40-foot container that is to become the first Auto Repair Shop in a Box was recently purchased for $3,400 and is currently sitting behind Colling’s Oakville repair shop. He’s now actively seeking donations of good-working new or used equipment to outfit the container. To date, he has received verbal commitments from donors for about 25% of the tools required. He hopes to ship the container by year’s end.

Colling is also trying to raise $25,000 to cover off the shipping costs and taxes that will be incurred when the container is shipped overseas. And, he notes, Careforce International can issue gift-inkind tax receipts for the fair market value (determined by Careforce) of any equipment donated. (Proof of value should be provided if possible.)

Colling invites technicians who have an equipment contribution or cash donation to call him at (905) 844-9641 or to contact Careforce International at (905) 639-8525.

CANADIAN TECHNICIAN 9

Supplier News

OUT & ABOUT

Spectra Premium inks agreement with Lordco Spectra Premium Industries has announced it has been awarded a radiator, condenser, and heater core supply agreement with Lordco Auto Parts.

KYB captures award KYB was recently honored as Marketing Partner of the Year by Automotive Parts Associates (APA) during APA’s 28th annual conference in Phoenix, Ariz. KYB’s inventory management tools, flexible promotions, and its full support of APA’s national marketing programs were contributing factors to KYB receiving the award. As well, KYB’s Ride Control Solutions initiative was lauded by APA.

Uni-Select names new VP Brent Windom has been appointed VP, marketing and product development, North America for Uni-Select. Windom will oversee all marketing and product management efforts. He will also be responsible for customer-related training, corporate store inventory management and the company’s web-based initiatives.

Tenneco announces rewards promotion The Walker exhaust brand of Tenneco Inc. is sponsoring a two-month trade promotion this spring.

The Great Exhaust Event Rewards promotion will award Visa pre-paid debit cards valued at up to $100 each to automotive service providers who complete qualifying sales of Walker emissions control products. Available to members of the Tenneco Expert Plus dealer loyalty program, the promotion will award the debit cards to participants who sell 40 qualifying Walker and DynoMax emissions control products until May 31, 2009.

Federal-Mogul announces two consumer promotions Federal-Mogul Corporation’s ANCO Double Vision consumer promotion has returned. Vehicle owners will receive up to $15 cash back upon purchasing a pair of new ANCO wiper blades.

For details visit ancodoublevision.com. As well, vehicle owners can receive up to $50 cash back on brake repairs when they choose Wagner ThermoQuiet or Wagner EDGE brake pads or shoes. For details visit tqbestforless.com.

Restrictions apply. Both promotions run until April 30, 2009.

NAIT announces apprentice achievers Warehouse Services Inc. (WSI) has announced that Chris Wladyko of Best Engines, and Lance Finnamore of Stony Plain Chrysler are the recent winners of the Northern Alberta Institute of Technology’s Highest Overall Achievement Award for second-year automotive apprentices.

The selection was based upon academic achievement, work attitudes, and work habits demonstrated in shop and lap work.

10 CANADIAN TECHNICIAN

N.S. vehicle inspection reforms rile technicians

By David Menzies

A

nnual motor vehicle safety inspections in Nova Scotia are coming to an end. And although consumers may be rejoicing, Nova Scotia’s technicians aren’t very happy.

Under the new scheme – which kicks in this month – new vehicles won’t require a safety inspection for the first three years (provided the dealer completes a predelivery inspection.) Vehicles three years old and older will be required to have an inspection every two years as opposed to every year, which was the case under the old regulations.

Donna Chislett, of Service Nova Scotia and Municipal Relations, says the province redrafted its passenger motor vehicle inspection program to make it more in line with national and international inspection programs. She says the changes will also make it easier for consumers to seek a second opinion.

The changes to the program are being ushered in this month and will be completed by June.

In addition to passenger vehicles and light trucks, the changes apply to all other Type 1 vehicles including trucks and trail-

ers less than 4,501 kg, motorcycles, motor homes, and travel trailers. Type 2 vehicles (for example, large trucks, ambulances, and commercial vehicles such as taxis) will still require annual inspections.

Greg Walker, owner of Greg Walker’s Auto Repair in Windsor, N.S., isn’t impressed with the new set-up. Walker says he does more than 100 inspections a year (at $25.48 plus taxes per vehicle) and he fears that number will be cut in half given the new biannual schedule.

“This is definitely going to affect my business,” he says.

Walker also claims there was no consultation with technicians regarding the changeover. “I haven’t had any correspondence about these new rules – I only found out about it from customers and what was in the news,” he says, claiming the government is placing popularity ahead of public safety.

“In my mind, [annual inspections] are definitely necessary with our cold climate and all the salt in Nova Scotia,” he says. “I have a car on the hoist right now that has a ball joint ready to fall out. When I looked at it six months ago, it was fine.”

Phil Prange of Ron Clark Motors in Wyoming, Ont. sent along this interesting shot of a very unusual aftermarket part on a 2009 Ford Focus. When a customer brought it in for its first-ever oil change, it was sporting an improvised custom trailer hitch.

He’d installed the hitch himself.“We advised him that the hitch was unsafe and we offered to remove it for him,” says Phil.“But he declined our offer. We also told him not to use this hitch under any circumstances due to safety reasons; he told us he never planned on using it.” Perhaps the customer just likes that ‘uber-chic’ look of a rusty old trailer hitch mated to a brand new car.

Have an interesting picture to share? Send it to Eye Spy, c/o Canadian Technician, 451 Attwell Dr., Toronto, Ont., M9W 5C4. Or e-mail your high-resolution image to the editor: david@canadiantechnician.ca APRIL 2009

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It’s Your Turn

Looking back… and forward too You’d expect some evolution in 25 years of business, but the auto repair industry has seen more than most.

By Bruce Eccles

Time flies when you’re having fun, eh?

This month our shop reached a true milestone: we celebrated our 25th anniversary.

And as I meander down memory lane, I can’t help but reminisce on how our industry has changed.

1. Cars have evolved In 1984, we were dealing with some of the worst vehicles ever built. If cars weren’t leaking, they were rusting. We saw choke pull-offs, fouled plugs, and cracked distributor caps. We did major and minor “tune ups” just trying to keep these awful automobiles going. We were repairing vanquished vehicles from dawn to dusk… just thinking about it brings a smile to my face.

But a new era dawned, and with it came fuel injection, computer-controlled distributorless ignitions, and sensors galore. We saw the emergence of serpentine belts with spring-loaded tensioners, and several lightweight aluminum components under the hood. Next up: air bags, ABS brakes, BCMs, hybrids, CAN systems, Mode-6 diagnostics, and hexadecimal codes.

Just looking at today’s cars, I sometimes catch myself mumbling, “This isn’t what I signed up for!”

2. Toolboxes are growing Back in ’84, the bulk of our tools consisted of basic stuff such as box-end wrenches, sockets, and ratchets. These tools were usually stored in a rickety metal container barely larger than a tackle box.

The better shops might have had a test light, a sweep ohmmeter, or a tach and dwell meter, perhaps even a load tester or a battery charger.

APRIL 2009

Today, the specialty tools are far too numerous to list: we have eight different scan tools and our toolbox is bigger than a Smart car.

tionists. Customers are kept out of the bays. Technicians wear gloves. Training is done during the day. And owners spend more time working on their business than in the business.

3. Shops are cleaner Oy, the sloppy state of our shop back then! We had cans of oil on a rack saving drippings (an early albeit primitive form of recycling). We had a dirty old Coates tire machine plus a hand machine bolted to the floor. Shelves were loaded with manuals and catalogs. The office had a desk and a pair of old chairs for customers. Not only was our solitary washroom untidy and rarely cleaned, there was also a girlie calendar on the wall.

Today, we buy almost everything in bulk (no cans or jugs). Much of the shop equipment is compact, portable, and extremely high-tech. There’s a computer at every technician’s workstation. We have a dedicated room for equipment.

The office has three comfy leather chairs as well as WI-FI and a TV. And the washroom is nicer than the one in my own home.

4. Staff is more professional When we started, mechanics ordered the parts, brought customers into the bays, and wrote out their own invoices. They’d take the occasional evening training course (pizza and Coke for dinner, of course) which rarely amounted to anything more than glorified infomercials.

And most owners I know worked a long day in the bays, and late into the night finishing paperwork. A hand-held calculator was their only time-saver.

Now we have office personnel – actual service writers, bookkeepers, and recep-

5. The consumer is harder to please The people who bring their cars to us have changed as much as their vehicles have. Back in the ’80s, many were weekend DIYers. They came to you only if they got stuck, and they usually knew what the problem was. Many customers thought nothing of assisting with repairs.

Most motorists today don’t bother to check their oil or tire pressure, let alone attempt repairs. (I did say most; the others keep the tow trucks busy). People are time-famished and they simply can’t do without their cars. When a vehicle is brought in at 10 a.m. and needs six hours work, the typical consumer still wants his car ready by noon. We now offer courtesy cars, shuttle vans, and rentals just to keep them happy. And every once in a while, we get a Google expert who diagnosed his vehicle on the Internet and is convinced he knows what we need to do, even though he doesn’t even know how to pop the hood.

But overall, I can’t complain given how some industries – record stores, photo processing shops – have virtually disappeared in the past 25 years. Change is constant, and we do our very best to keep updated.

I can hardly wait to see what the next 25 years brings.

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

CANADIAN TECHNICIAN 13

MANAGEMENT

S.O.S. Getting into the

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.

Selling lots of tires for too little money is a very stressful way to go broke.

TIRE GAME

curious as just w I d to n a e ought treams Maybe w ncome s i . r w i e a n p shops tire re ng some lly: h. Most ady do evelopi Dear Ke e enoug We alre ng at d l i p . k m s o i s o s e l ights. n en e busi heel we l seems I’ve be the tir s and w he mode m T f e o t . s s k e n r r i o i u th for cus arge f sell t what yo storage some ch fort to e t f r u e i B t n . a t t u we’d re of eir cos hat abo make mo course, onto th omer? W And, of ut $20 he cust o t ? b n a g r n u k i t rk to a c m i ttle re that wo just ta l-and-d very li letting e nicke h b k t u i i s l w e t e r a h ly we’ k? headach Isn’t t Current ou thin a huge at do y ipment. s that h u I W q e ? . s e t r r n e nme tom ons he in alig iderati invest of cons s t o L have to . street wn the shop do - Erol

Dear Erol: Your question about tires is certainly timely. We just had a huge discussion about this at our management group.

Personally, I think tire sales are a logical addition for most shops. It’s a great way to give your customers a one-stop shopping solution that saves them time.

As far as pricing goes, though, we sell our tires based on gross profit. We calculate 30% gross profit by dividing our cost by 0.7. So if we buy a tire for $100, it sells for $142.86. As you can see, that’s more than just tacking on $20. And because we get almost all of our parts from one main 14 CANADIAN TECHNICIAN

supplier, we receive a volume discount which is not factored into the price the customers pays. (The benefit of our loyalty to that vendor belongs to us, not the customer. It gives us a chance to increase our gross profit, which is just good business sense.)

The practice of adding a set amount per tire is not logical. If we sell a better tire, there should be more profit in it. We want to provide customers with the best product they can afford. Having a set mark-up of $20 eliminates any incentive for us to sell the customer a better tire.

We do charge extra for mounting, bal-

ancing, stems, and wheel weights. We’ve done it that way for years and it works well. Our expenses increase to provide those services, and it makes perfect business sense to charge. It’s important to understand that most motorists buy their tires from the person who told them they needed tires. Tires are an add-on service for us and therefore tires are ‘bought’ rather than ‘sold’ items. The difference is huge. Tire stores get lots of calls from people asking for tire prices. We aren’t known as a tire shop so we don’t get many calls for tire prices. Most of our tires sales happen when a customer has the car in APRIL 2009

Larry Dickison

our shop for some other service and we happen to notice they need tires. We’ll call them up, let them know the situation, and if they approve the sale, we’ll install them the same day. Most of our customers trust us enough not to bother calling around for the best price. They know we’ll take care of them, and we do. We never abuse that trust.

As for tire storage, I see this as an essential part of our business. It ensures that the customer will come back to us to have the tires switched around every spring and fall. We don’t charge for the service. We’ve got enough space that it’s not an issue for us. There are some shop owners in our management group who charge for storage. Their space is limited, so it makes perfect sense to charge a fee.

You can tap out your space pretty fast if it’s free. When you charge, fewer people will take advantage of the service. If you still run out of space, charge more. That’s how it works.

One important issue you have to consider, though, is insurance. There’s a liability when you have lots of tires in your shop. Of course if there’s a fire, they can go up pretty quickly. We had one shop owner in our group who did have a fire and lost them all. And those tires weren’t his. They belonged to his customers.

Fortunately, they were covered under his insurance policy. Another guy was not so lucky. He was storing tires in a huge shipping container behind his shop. One day he went to get some tires out and found the container was completely empty! Not APRIL 2009

a single tire left. They’d all been stolen.

And the insurance company was not aware that he was storing customers’ tires there. That case is still up in the air.

Bottom line: you have to be careful.

As for wheel alignment, well, you know we own some state-of-the-art equipment… and paid dearly for it. For some shops, it pays off. For others, the equipment never even pays for itself before it is worn out. I’ve seen too many people buy great alignment equipment and do lowpriced alignments to try to pay for it.

We’ve done the math. Doing cheap alignments isn’t the way to go. When big-ticket equipment is involved, it’s better to do less for more, rather than more for less.

One bit of advice is to survey shops in your area and see how many have alignment equipment. If the market is saturated, it makes less sense to get into it yourself. If there are only a few shops doing alignment, then you could market your services to other shops. But don’t offer them huge deals and tie up your precious time doing low-priced alignments. That erodes the time you have to do alignments for your own customers at full pop.

Remember I told you about a shop that increased sales by $287,000 in one year but only increased net profit by $240?

That was mainly from selling more for less. It’s not complicated, we want to make money selling tires, not increase work for ourselves. Selling lots of tires for too little money is a very stressful way to go broke.

By the way, I was traveling with the

family during spring break and we went through the town where Brian has his shop. He sure has his work cut out for him! He’s in a mediocre facility that could use a lot of work. You can tell the building is quite old and that he bought it from someone who’d been in business for a long time. It’s also the most cluttered shop I’ve ever been in! He has some equipment in there that I’d never seen before. In fact, I didn’t even know what some of it was!

I talked to him about it, because I think he needs to transform his shop. He has lots of space, so he has options. Now he’s talking about setting up the customer waiting area as a kind of repair-shop museum. He’s found an old-fashioned gas pump, and some old signs and pictures.

He’d even like to put in a juke box and a vintage soda machine. Pretty cool plans. I think it will give him with a nice marketing advantage.

He’s a leader in the making. I gave him a copy of the book October Sky, by Homer Hickam (ISBN 0440235502). It is an inspiring true story about a high school kid in a small coal mine town who assembles a team of students to build rockets. He went on to work at NASA building rockets. They made a movie of it, but I think the book is better. It sure inspired me!

Ok, Erol, I need to go. I’m working on the agenda for our management group.

It’s a lot of work and I am drained after each meeting (yup, the introvert in me coming out!). But it’s so rewarding to see shops work together, and track the growth in their businesses and personal lives. I really love this industry!

As always, I’m only an e-mail away.

—Kelly Kelly Bennett is a certified management trainer and has been coaching automotive repair shop owners since 1990. You can reach him at kellythecoach@aol.com.

CANADIAN TECHNICIAN 15

Opportunity is knocking... please open the door!

By Bob Greenwood

Embrace the new MINDSET

T

he results of the most recent E.K. Williams Independent Garage Survey (December 2008) reveal some of the dynamics the aftermarket has experienced in the past year – and continues to experience today.

• Door rates across Canada increased by an average of only 2.6%;

• The Ontario six-month invoice count went from 1,543 in December 2007 to 1,187 in December 2008, representing a 23.1% decrease; • The Western Canada six-month invoice count went from 1,191 in December 2007 to 908 in December 2008, which is a 23.8% decrease;

• The Atlantic Canada six-month invoice count went from 1,704 in December 2007 to 1,257 in December 2008, a 32.1% decrease.

The industry is still experiencing an increase in dealer parts purchases.

Aftermarket companies still haven’t been able to convince technicians and shop

Canadian Independent Automotive Shop Survey • June 30, 2008 Total Bay GP%

Average Total Monthly Sales per hoist

Oil GP%

Tires GP%

Batteries GP%

Eastern Ontario

36.3

26.3

31.8

42.8

28.6

62.0

3.6

$16,545

Central Ontario

41.8

21.7

30.1

43.7

27.6

62.6

3.8

$17,368

Southern Ontario

40.7

20.9

29.6

43.1

25.8

63.1

3.6

$13,856

Ontario Average†

39.8

21.9

30.3

42.6

27.9

60.9

3.5

$16,474

British Columbia

37.6

20.4

28.8

51.6

27.5

61.7

3.3

$13,335

Alberta

49.9

23.2

35.0

51.3

30.7

66.8

3.9

$21,740

Sask + Man

42.5

25.0

32.5

50.0

23.0

63.0

5.2

$25,216

Western Canada

44.1

22.2

32.2

51.3

28.8

63.2

3.8

$17,200

Atlantic Canada

32.0

23.0

36.0

47.5

27.0

55.2

3.7

$20,760

40.1

22.9

31.9

47.1

27.2

62.1

3.9

$18,402

CANADIAN AVERAGE †

Parts GP% (Dealer)

Average Hoists per shop

Parts GP% (Aftermarket)

† (weighted by response)

16 CANADIAN TECHNICIAN

APRIL 2009

owners of improvements in the fit, form, and function of their parts. This has affected supplier relationships and profitability.

Another key point uncovered by our survey is the overall business debt load of a shop. The operating debt load of Ontario shops (other than mortgages) increased on average by 58.9%; for shops in Western Canada, operating debt load increased by 10.7%. However, shops in the Atlantic region were able to reduce overall operating debt by an impressive16.9%.

Translation: suppliers must carefully watch for shops that don’t pay their statements in full each month. This is a good indicator of mismanagement.

So where’s the opportunity?

Given the Detroit Three are in dire straits and new car sales continue to tank, more vehicles require full maintenance even though total kilometers driven could drop.

If a consumer is worried about job security, he’ll even neglect preventive maintenance. However, one skill aftermarket shops enjoy is the ability to develop personal relationships with customers.

Now is the time to further hone that skill to deliver solid results.

Shop owners, managers, and service advisors must slow down enough to determine how their customers are feeling about this grim year. Are their jobs secure? Are they facing lay-offs? Are they OK financially?

Technicians must also recognize the emergence of a new paradigm: competent

Average Number of Full-Time Technicians

Average Monthly Labor $ Per Technician

Percentage of Time Owners spend working in bays

3.2

$7,017

29.0%

2.4

$11,287

2.8

techs are being hired for professional advice on how to maintain a vehicle so that it’s safe and reliable. These techs eschew the hard sell and instead focus on education. They earn their clients’ trust.

And when trust abounds, the end-result is more business for the shop.

The way we talk to customers has to change. We have to be flexible about big jobs, without losing sight of our responsibility to take care of our customers’ cars.

We may end up saying something like this: “John, your vehicle requires $900 of work to bring it back to manufacturer specifications at this time. However, I understand your situation and want to work with you. To ensure this vehicle is reliable and safe, we must proceed with $250 worth of work today. Over the next number of months, we’ll work with you to ensure the vehicle doesn’t get too far behind because if it does it could end up costing you far more down the road.”

Embracing such a mindset will allow relationships to solidify and a feeling of trust to permeate. Such an attitude – combined with proper business skills and knowledge – will allow management to maneuver the balance sheet back into the black.

Be forewarned: such a turnaround won’t happen overnight. Even so, 2009 must be a year of transition for this sector.

A fabulous opportunity is presenting itself, but sucess will require business acumen and management skills. Shops and suppliers must work closely together to ensure quality parts are available to

Bob Greenwood is president of E. K. Williams & Co. (Ontario) Ltd., a management consulting company (www.ekw.ca), and the Automotive Aftermarket E-Learning Centre (www.aaec.ca).

He’s also on the board of directors of the Canadian Independent Automotive Association (www.ciaassociation.org). You can reach him by phone at (800) 267-5497; by fax at (905) 331-6180; or by e-mail at

greenwood@aaec.ca.

Average % parts purchased from main supplier

Hourly Labor Rate (Mechanical)

Hourly Labor Rate (Diagnostic)

45.1

$81.61

$98.54

73.0

15.0

12.0

77.0

18.0%

68.7

$86.18

$109.13

75.0

17.0

8.0

64.0

$7,904

39.0%

50.8

$81.62

$109.92

76.0

14.0

10.0

83.0

2.8

$8,574

29.0%

53.3

$84.36

$106.49

74.0

15.0

11.0

72.0

2.1

$8,790

32.0%

53.1

$86.79

$107.66

78.0

12.0

10.0

66.0

2.4

$14,231

17.0%

71.3

$104.76

$136.49

79.0

14.0

7.0

79.0

5.0

$10,380

19.0%

54.0

$100.83

$126.00

79.0

17.0

4.0

68.0

2.4

$11,203

23.0%

61.2

$96.01

$119.65

79.0

14.0

7.0

72.0

3.0

$10,645

19.0%

82.7

$66.40

$75.00

78.0

17.0

5.0

67.0

3.0

$10,036

24.7%

60.6

$86.88

76.8

15.1

8.1

72.0

APRIL 2009

Average Labor Productivity % per Technician

consumers. Value must be defined and then delivered without hesitation. Shops must focus on total billed hours per invoice, measure their total efficiency weekly, and ensure customers leave the shop happy.

In summary, our survey indicates that everyone has dropped the ball during the past year. Too many shops have taken things for granted, embracing the same old methods to run a business when change was required.

The task at hand is clear: focus on each business relationship. When you look after your clients professionally, your business will improve.

Open the door in 2009 to allow opportunity in; by doing so, you’ll bolster your business for years to come.

$108.96

Parts Sales Aftermarket %

Dealer Parts Domestic %

Dealer Parts Import %

CANADIAN TECHNICIAN 17

What went wrong?

We surfed the Internet to find consumer complaints about repair shops. Obviously we don’t know all the details of what happened, but just looking at the consumer’s point of view, can you determine what went wrong?

Customer’s tired of scrutinizing the bill “One time a repair shop took it upon itself to put an additive in the oil during a change. I was furious; I told them to remove it. Of course they couldn’t, so I got the additive for free.

Another time, a different shop noticed the tail light out and tried to bill me $40 to install a new one. Again, I told them to remove it and got the amount taken off my bill. I resent having to scrutinize the bill so closely anytime there are repairs to be done!” So... what went wrong?

This is a direct result of a lack of communication between customer and service facility. Unless this was a regular customer, you only do the service, maintenance or repairs that were authorized.

The unrequested oil additive is a wallet flush; the light is safety-related, but given the cost, the customer still should’ve been informed first.

Bill McLennan Remington Park Motors Surrey, B.C. As a technician, I wouldn’t have added anything to the work order, nor would I have replaced any parts without the service advisor telling me to do so.

Fred Ward Ochs Motor Products Melville, Sask.

Unauthorized work should never be performed on a customer’s vehicle. That’s inexcusable.

Trevor Gracie Canadian Tire Dieppe, N.B. Always, always, always get authorization from the customer first. Once a repair has been completed, it typically cannot be 18 CANADIAN TECHNICIAN

undone. And the customer has no obligation to pay for what they didn’t authorize.

Fortunately, the good customers will tell you, “As long as it’s less than X dollars, go ahead.” Unfortunately, not all customers are “good” customers. Thus, as always, C.Y.A. Allan Haberman Technical Training Specialist Blue Streak-Hygrade Motor Products Winnipeg, Man.

“Even if the intentions were good, the decision is still the customer’s to make.”

This is a simple case of not letting the client remain in control of his money. No work that costs the client should be done without first discussing the service and pricing to gain approval. At this shop, we avoid those problems by overestimating on most invoices so that an item as minor and inexpensive as a light bulb can be serviced without approval.

Installing a light bulb in most cases will not put the invoice over the quoted amount. If the extra work will end up

exceeding the quote, then an approval call must be made.

Ivan Brown Integra Tire & Auto Centre Edmonton Alta.

This is the kind of problem you’ll hear about at breakdown shops. Too often we assume that our customers won’t object to certain repair work. We’ll even expect the customer to be happy that we took care of the problem without even being asked. People in our business are very ethical. When we do things like this, we may be trying to increase the longevity of the customer’s engine by putting in a cleaning additive or even trying to save him a ticket or accident by changing the bulb. We see the benefits, but we forget to leave the customer in control of his money. Perhaps $5, $10, $15 doesn’t sound like a lot of money in the automotive industry. But you have to ask yourself: how would you feel if you bought a household light bulb from a big box store that was advertised on the shelf for $1.99 only to find out that it was $11.99 at the cash register? You wouldn’t be happy and you’d have a discussion with the clerk regarding the posted price. And every time you returned to that store, you’d likeAPRIL 2009

ly double-check your bill. Unfortunately, too many of us in this industry lack communication skills. Failing to communicate services to your client and then making assumptions as to what they want demonstrates poor judgment and it’s an awful way to gain their trust!

Richard Dansereau LADD’s Automotive Calgary, AB

service. The bulb repair should have been sold prior to performing. I have regular clients that I can safely assume would not mind me going ahead with a $40 bulb repair. But any new clients – or customers that want to pre-approve every dollar – I’ll call first.

Christine Henderson Henderson Automotive Hampton, Ont.

This is easy: a shop should never do anything to a customer’s vehicle without obtaining permission first – even if it’s being done for free. After all, it is the customer’s property. Granted, with some customers, you enjoy such a good business relationship that they give you total control over which necessary repairs need to be undertaken (such as repairing a malfunctioning tail light). Yet, even in this case, I would always seek permission before doing any discretionary work such as adding an oil additive.

Bruce W. Cooper Canadian Automotive & Trucking Institute Cambridge, Ont.

Even if the intentions were good, the decision is still the customer’s to make.

We cannot make decisions to do work or even avoid asking for a repair or maintenance item because we do not know their wishes or intensions.

John Sawatsky MSJ Automotive Services Windsor, Ont.

If the additive was policy at this shop, then the counter staff failed to explain this from the beginning. So, in this case, the client is correct and the additive charge needs to be dropped from the invoice.

Unless you’re offering something for free, don’t do it until it’s been approved.

It takes time to educate your clients regarding their automotive needs and the costs associated with repairs and maintenance.

Ralph Jarvis Renfrew Auto Service Calgary, Alta.

I would have to agree that the oil additive should have been recommended and sold prior to being used.

If the client didn’t want it, I would also make a note on the invoice in case there were any engine issues after the APRIL 2009

If we were using an additive as a normal part of every oil change, the cost of it would be included in the package price. If this were something recommended in only some cases, we would ask in advance, and not use it if the customer didn’t want it. The tail lamp is another matter. We have regular customers that we know would want the work done and for them we would just go ahead and do it. For other customers, we would call to

Here’s another scenario: “I was 100 miles from home when my car died. I was towed to a dealership where I was told the problem was a loose battery connection – a $70 fix. Fifteen minutes later I was told that my engine was hydro-locked. A half hour later they said the timing belt needed replacement. A half hour later they said the spark plugs were fouled. I was there for more than 10 hours and the final bill came to over $1,000. I’m sure these people saw I was from out of town and decided to take me for as much as possible!”

Send us your thoughts on this repair nightmare to ajanssen@canadiantechnician.ca

get permission first. If the customer couldn’t be reached, we would likely order the part and have it on hand when the customer arrived. We could then install it while the customer waited (assuming they wanted it.) We have a good relationship with our main supplier; they don’t give us any grief if we order parts on speculation and have to take the parts back if the sale falls through.

Ward Zintel Perfection Automotive Saskatoon, Sask.

Communication is the solution here.

Systems! Do we have an established relationship with this customer? Did we ask permission? Is the customer a price shopper and not one of our regulars?

Carlo Sabucco Sil’s Auto Diagnostic Centre Mississauga, Ont. This is a case of a lack of communication between the shop and the customer.

Or maybe this is a customer who is impossible to please. But if this person is having to scrutinize the invoice to find out if something was done that wasn’t preauthorized, this is going to lead to trouble. Personally speaking, if the client is a regular and I had a good working relationship with him and the repair was under $50, I would just go ahead and do it. If he wasn’t a regular customer and a $40 tail light bulb replacement was required, I’d phone him to get authorization. That $40 is not my money to spend. As for the additive, when the customer dropped the car off and the service writer was going over what the customer wanted done, the service writer could’ve said, “We recommend using this additive in the oil as it will help [fill in the blanks].” Once this authorization was obtained, work could then commence.

Sean O’Gorman Glenn’s Import & Domestic Courtenay, B.C. CANADIAN TECHNICIAN 19

Precious metals

Consumers need earlier reminders about longer-lasting spark plugs.

By Todd Huggard

E

missions, fuel economy, performance, and extended maintenance intervals are among the primary factors driving the development of vehicle technology. And these factors have forced spark plug manufacturers to alter their products, too.

Every time a plug fires, a minute amount of material is removed from the electrodes. As mileage accumulates, the spark gap is widened, increasing the possibility of misfire occurring. This material depletion also affects the shape of the electrodes. The theory is, it’s easier for a spark to travel between sharp surfaces than rounded, worn surfaces.

Earlier spark-plug designs incorporated nickel alloy electrodes in their construction. This worked satisfactorily with the ignition systems and emissions standards of the day. The introduction of distributorless ignition systems (DIS) imposed greater requirements on spark plugs. In a DIS, each spark plug fires twice as often as its conventional, distributor-style predecessor. This accelerates electrode wear, bringing about the need for more robust designs.

Platinum-tipped spark plugs have 20 CANADIAN TECHNICIAN

quickly emerged as the prevailing standard in many applications. Decreased wear and resistance to gap erosion are among the benefits. Maintaining gap integrity is crucial and platinum accomplishes this task very well indeed, greatly extending the plug replacement interval.

Platinum offers another positive attribute: centre electrodes are now made smaller, thanks to platinum’s higher melting point and superior hardness. Electrons like to jump away from a finer, sharper electrode than from a bulkier, rounded one.

This requires less voltage from the ignition system to ionize the gap, lessening the chance of misfire occurring. This design also helps to improve cold starting and is more efficient in igniting leaner air fuel ratios.

Improvements continue Meanwhile, as demand for fuel economy continues to increase and regulators impose tighter emissions standards, manufacturers continue to extend maintenance service intervals. Factors such as displacement-on-demand systems and the increased use of exhaust gas recirculation (EGR) continue to shape spark-plug techAPRIL 2009

nology into the future.

As well, there are now several manufacturers that realize the benefits of using other exotic metals to enhance the reliability of the spark plug. For example, iridium is being increasingly embraced as this metal has an even higher melting point and better corrosion resistance than platinum. Iridium also allows for even further reductions in electrode size. This contributes to easier spark generation, thereby making combustion possible when it comes to even the leanest air/fuel mixtures. However, it’s worth noting that with certain vehicles, the factory-installed spark plugs have become very difficult to replace in recent years.

At first blush, spark plug replacement intervals of 100,000 km or greater might not seem like a positive development when it comes to maintenance opportunities for your shop. However, here are a few recommendations to help bolster service opportunities at your shop while at the same time helping your customers save money in the long run.

For starters, it’s terrific spark plugs last so long these days. But a plug can often seize in place. Attempting to change spark plugs at the specified mileage can sometimes result in expensive repair costs for customers. Seized plugs, broken plugs, and stripped threads are just a few of the problems. Therefore, it would be prudent to start compiling a list of the vehicle makes your shop encounters that are known to develop such problems. As well, it would be advisable to create a proactive plugreplacement schedule that ensures these problems are addressed. If you explain to your customer why you want to APRIL 2009

change his plugs at 60,000 km as opposed to 100,000 km, this will go a long way to assuring increased customer satisfaction down the road.

Even so, don’t set yourself up for problems. If a customer requests a plug replacement, don’t immediately start yanking plugs. Take into consideration the vehicle make and mileage. If the car is known to be problematic, be upfront and explain the ramifications to the customer before proceeding with the job.

Whenever you are performing maintenance on the ignition system, plugs are not the only candidates for replacement. I always make certain to replace ignition wires or cop boots depending on the application whenever I’m replacing plugs.

Besides, a lot of the time, you end up destroying plug wires that are welded onto the plugs anyway. So, save yourself some grief and include wires or boots when you quote a tune-up.

Don’t go pulling plugs in order to

inspect the plugs – this is a waste of time.

I liken it to looking at the dipstick to determine whether a vehicle needs an oil change. Indeed, there are technical service bulletins specifically advising against such a practice. If a vehicle exhibits a drivability concern and you suspect an ignition problem, your scan tool and scope are your best bets for rooting out the cause.

Finally, only use replacement plugs.

Fancy, expensive plugs that aren’t required for an application won’t bolster horsepower or improve fuel economy or, for that matter, add more pizzazz to your customer’s love life. Conversely, regular plugs in a platinum or iridium application will just wear out sooner. Bottom line: make sure the replacement spark plug is indeed the right one for the job at hand.

Todd Huggard is a licensed technician and a trainer with TechSupport West Diagnostics in Edmonton, Alta.

CANADIAN TECHNICIAN 21

Take some extra time to ensure that wheels perform as good as they look.

By Kevin Bell

B

e it a brand new state-of-the-art luxury sedan or a piss ’n vinegar muscle car from the ’60s, there are few things that make a set of wheels more attractive than, well, the wheels. When a car has a set of ravishing rims tucked under its body, that vehicle is indeed dressed for success.

However, what if those wheels are the root cause of a wobble or an annoying high-speed shimmy or vibration?

Suddenly, those wheels aren’t worth their lug nuts. And with today’s vehicles sporting 18”, 19” or 20”+ aluminum wheels, the task of ensuring a vehicle leaves your shop wobble-free is more challenging than ever. As you well know, customers rarely comment on a job well done but they won’t hesitate to voice their displeasure if something isn’t quite right.

But here’s the good news: tracking down wheel-related issues – such as a vexing vibration or a wicked wobble – isn’t all that difficult assuming you keep an eye on the obvious and don’t overlook the basics.

Distinguishing a primary driveline vibration (components pre-differential) from a final driveline vibration (components post-differential) is a great place to start. Most vehicles have a differential ratio of around 3.50:1. This means that your input to the differential (primary drive) is going to rotate 3-1/2 times faster than your output (final drive). That said, a primary drive vibration occurs at a much higher frequency, and is usually felt by the occupant as a “roughness” or a “buzz” throughout the entire vehicle.

Additionally, you can usually “out run” a driveline vibration speed-wise. A final drive issue on the other hand, just gets worse with speed since you’re fighting physics like centrifugal and gyroscopic forces. Customers usually describe this 22 CANADIAN TECHNICIAN

Wheelie Good Advice Keith Skomorowski, a full-time student at Conestoga’s co-op program, pulls a wheel.

type of vibration as a “shimmy” or “wobble” thanks to the inherent lower frequencies.

Meanwhile, mating surfaces should be free of any rust, mud, or corrosion. And not just the obvious surface between the rim and the brake rotor or drum, but further inboard. When a wheel is removed, the brake rotor or drum is usually free to “float” on the wheel studs. This provides opportunity for debris to become trapped between the hub flange and the rotor or drum. When that wheel goes back on, it is no longer sitting true to the hub flange.

Just 1mm of rust trapped between a brake rotor and a hub flange can equate to nearly 4mm of lateral runout where the rubber meets the road (1.5mm is the maximum allowable standard).

As well, some hubs have holes inbetween the studs to allow access to fasteners. These holes allow rust to form on the inside surface of the rotor or drum, and if re-installed in a different orientation from removal, excessive run-out can

occur. If the rotors are to be removed and re-installed, it’s a good idea to index them in relation to the hub. Or, better yet, take the opportunity to rid both surfaces of any build-up.

Another area to watch: when removing or installing wheels – particularly aftermarket wheels – you must pay close attention to how the wheels sit or “mate” to the hub centre. It may seem hard to believe, but a vehicle’s wheel studs are not designed to take the entire vertical load. Wheel studs have high tensile (pull) strength to prevent the wheel from moving axially away from the hub; studs are not designed to resist against shearing (sliding sideways). Instead, studs simply hold the wheel centre against the hub centre and the forces are then transferred through the hub and not solely on the wheel studs. OEM wheels are “hub-centric” or designed with a snug fit between the rim centre and the hub centre.

Aftermarket wheels, however, are more universal and usually require a spacer to APRIL 2009

APRIL 2009

as 65 ft-lbs, and some SUVs are as high as 140 ft-lbs. Embrace guesswork and you’re just asking for the vehicle to come back – possibly atop a flatbed truck with a wheel (or two) missing.

My dad used to opine: “If you can’t find the time to do it right in the first place, when are you going to find the time to do it again?” Taking a few extra minutes and performing a few additional steps will help ensure your customer’s vehicle successfully zips down the road to Satisfactionville.

As well, don’t assume that 100 ft-lbs is a good average torque for every vehicle out there. Some subcompacts are as low

Kevin Bell is a Motive Power Programs professor at Conestoga College in Guelph, Ont.

Imagine

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Pneumatic tires | 1888

Combustion engine | 1859

Wheel | 3500 B.C.

Motor oils that will change your world.

FE Lubricant | 2009

take up the gap between the rim center and the hub centre. If these spacers are missing or broken, this could place undue stress on the wheel studs. As well, the wheel itself may not be centered in relation to the hub centre. This could result in the wheel being eccentric and “tramping” at higher speeds.

In such a scenario, even a low-speed drive could feel as though you’re riding in a horse-drawn buggy.

Aluminum wheels typically look fantastic, yet such wheels are famous for corroding and seizing to the hub. If a wheel is causing you grief upon removal, it’s a sign that attention is needed before you try to reinstall it. Of note, as aluminum corrodes, it also expands, and such expansion forms a wedge between the recessed wheel centre and the protruding portion of the hub centre. This can make wheel removal extremely difficult. My advice: take the time to remove any build-up around the hub centre using a wire brush or a small chisel.

The wheel centre should be cleaned out using a bristle disk or a wire brush.

Don’t remove any more material than necessary; just enough to ensure there’s no interference upon installation (a nice flat fit is the goal.) Adding a thin film of grease around the hub centre can help prevent further corrosion.

Even if a wheel doesn’t give you any grief during removal, it should be checked and cleaned of any build-up. And don’t overlook the portion of the rim that mates with the face of the rotor or drum; corrosion here can contribute to excessive runout. Cleaning this surface is a must if you’re balancing the wheels in order to ensure a true fit on the balancer.

As always, proper installation is the key. All wheels should be torqued to the manufacturer’s specifications using a torque wrench and the lug nuts should be tightened in a crisscross pattern. Some shops utilize “torque sticks” as opposed to torque wrenches to speed up the installation process. While this is better than just driving the lug nuts on with your trusty IR 231 at wide open throttle, torque sticks only prevent the wheels from being overtorqued. Don’t assume adequate torque is attained when relying on torque sticks. If the air pressure in the shop is low, or your gun is in need of a rebuild, those lug nuts may not be as tight as they need to be.

Total’s state-of-the-art technology has led to the creation of FE (Fuel Eco™) synthetic lubricants so innovative that they exceed all performance and environmental expectations.

Specially designed for modern European, Asian and North-American engines, Total Quartz INEO MC3 motor oil optimizes engine efficiency and durability, even under exceptionally harsh driving conditions. This all-season lubricant extends oil change intervals up to 40,000 km.

Total Quartz Energy 9000 is the ideal lubricant for turbocharged, multi-valve and direct injection engines. It protects mechanical parts and continuously cleans the engine while providing fuel savings (Fuel Eco™) and extended drain intervals.

Total Lubricants Canada Inc. s www.total-lubricants.ca

You know where to turn

CANADIAN TECHNICIAN 23

Motor oil Pennzoil-Quaker State Canada says it is reunifying the Quaker State and Q brands of motor oil and repositioning the brand in the market. The company says it has doubled the wear protection of its Quaker State brand products and key features of the repositioning include a new formulation offering better protection and a new package design.

Quake State says its complete lineup of motor oils will now feature durability as the main product attribute. The company says each of the four products is positioned to deliver optimal performance under any driving condition. The lineup of oils include: Quaker State Advanced Durability motor oil, which is said to help decrease the stress on an engine by resisting oil breakdown and protecting against friction-related wear; Quaker State Higher Mileage Engine, a thicker oil blend that provides extra protection to help engines with higher mileage; Quaker State Enhanced Durability synthetic blend motor oil, which coats the engine with a low-friction, heat-resistant film that reduces metal-tometal contact when temperatures and stress levels are high; and Quaker State Ultimate Durability full synthetic motor oil, which offers protection against friction. www.quakerstate.com

ate blades was at OE dealerships. www.tricoproducts.com

Oil and filter packaging Purolator has introduced new packaging for its standard line of oil and air filters. This new packaging will begin to appear on retailers’ shelves by the second quarter of 2009.

Created to help build sales through brand recognition and loyalty, the sophisticated

new packaging shares its design with Purolator’s premium PureONE package but uses a blue background instead of PureONE’s gold. Purolator says the stronger and more modern appearance of the packaging design makes for a powerful shelf presence. www.purolator.com

Electronic Torque Wrench OTC has introduced its new TPM Electronic Torque Wrench, designed specifically for use on TPM sensor nuts. This wrench will cover torque requirements from 10 to 120 inchpounds, eliminating the need for multiple wrenches. Current TPM sensor nut torque requirements range from 12 to 106 inch-

Rear wiper blades Trico Products has expanded its Exact Fit blade line to provide coverage for the approximately 14 million vehicles that are equipped with rear integral wiper blades. Integral plastic wiper arms and blades are now the dominant style of rear wiper systems being utilized by original equipment manufacturers, and about one-third of all 2008 models were equipped

with this style blade. Most integral rear blades are either uniquely shaped to the design of the wiper arm and/or have a unique connection style. Trico has introduced eight part numbers to the Exact Fit line that fit and function like the OE integral blade. Until Trico introduced these new blades to service these unique applications, the only place to purchase appropriAPRIL 2009

pounds and conventional torque wrenches do not cover this range in a single wrench.

The OTC 3833-25 TPM Electronic Torque Wrench design also combines the accuracy of an electronic torque wrench with the speed and ease of a mechanical style. Other key features designed specifically for TPM sensor applications include slide bar for quickly setting the torque requirements, indexing head for spinning the nut down easily, and flashing LED light with audible beep when torque limit has been met. www.otctools.com CANADIAN TECHNICIAN 25

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26 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 2009

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 2009

Software upgrade

Transmission Fluid

Bosch Diagnostics has released ScanTest Software version 8.2 – diagnostic software for the MTS 3100 Mastertech. With this release, Bosch says its MTS 3100 Mastertech is the first aftermarket multi-function scan tool to support OEM-level Ford output controls on CAN protocol systems. Also in this v.8.2 release is all-new Module Status support for Mazda for model year 1996 and later. To increase shop efficiency and productivity, the MTS3100 Vehicle Auto ID can now process information at a faster rate. www.boschautoparts.com

CRP Industries now offers Pentosin FFL-2 Gear Oil, a fully synthetic transmission fluid developed exclusively for applications in the new double-clutch transmission engineered for Audi and Volkswagen vehicles.

The DSG transmission system is neither a manual or automatic transmission as it essentially combines the best features of both gearboxes. The complex high-tech arrogate transmission creates extremely

demanding requirements on transmission fluid performance. The Pentosin FFl-2 maintains three crucial performance characteristics: wear stability, oxidation resistance and cold flow performance while meeting Audi/VW specifications. As well, the FFL-2 is the only approved first-fill and service-fill transmission fluid for the new generation of double clutch transmissions engineered for Audi and Volkswagen vehicles. www.crpindustries.com

Hand cleaner GOJO says technicans can “refresh” their skin while quickly cleaning difficult soils.

New GOJO Cherry Gel Pumice Hand Cleaner contains a unique combination of skin conditioners and is pH balanced for skin comfort.

Its pumice scrubbers are designed to make

cleaning hands quick and easy, and the cleaner hand features a cherry fragrance. GOJO Cherry Gel Pumice Hand Cleaner clings to hands and features cleaning power that quickly cleans heavy dirt, grease and oil. It also provides a quick, easy and complete rinse. www.gojo.com

Self-tensioned belt Hutchinson Belt Drive Systems has launched Stretchbelt, a self-tensioned poly-V belt.

Hutchinson claims it generates substantial cost savings by eliminating tensioning systems while remaining maintenance-free. The poly-V belt also includes several cord modulus options which optimize the system’s natural frequencies for improved NVH (noise, vibration, and harshness).The rubber alternator decoupling pulley filters engine vibrations and reduces the effects of alternator inertia, thereby extending the life of belts, tensioners, and engine accessories. www.hutchinsontransmission.com APRIL 2009

CANADIAN TECHNICIAN 27

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APRIL 09

AUTO PUZZLE

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WITH OVER 75 YEARS

EXPERIENCE YOU KNOW THAT

IT’S NOT JUST ANOTHER OIL CHANGE, IT’S A

FRAM OIL CHANGE. ®

19

ACROSS 1. A job that takes longer than expected is said to be ____ _______ (two words).

5. The waste resulting from cutting wood.

7. Annual trade show for the collision repair industry.

9. Hula-______. Child’s toy that sparked a craze in 1958.

11. Calculated _____. The choices we make to proceed, despite the potential for danger or setback.

13. Aggressive method of cleaning metal.

14. Precise.

15. Basic unit of measurement in the imperial system.

DECEMBER 2008

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Devices used to select proper gear as vehicle speed changes.

Lack of difficulty.

The science of numbers.

Novel by American writer John Steinbeck, set in the worldwide depression of the 1930s (three words).

Where one would find the instrument cluster in the cab of a vehicle.

Corrosive substance.

Film scene deleted from the final project – sometimes inserted in the DVD extras.

Long-_______ forecast.

Begin.

Cow foot.

Shock.

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December 2008 Auto Puzzle

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17. Burn or scorch the surface.

18. A chemical compound that readily transfers oxygen atoms from metal.

19. The IRI, International Roughness Index, is a measure of this (two words).

I I

Congratulations to Rick Shaw of Auto Electric Service, in Regina, SK for solving our December 2008 puzzle.

L S

Enter for a chance Send your solved puzzle to Canadian Technician.

We’ll draw a winner on June 17, 2009. to win a FRAM Send to 451 Attwell Drive, Toronto, prize pack.

Name:

ON M9W 5C4. Or fax to 416-614-8861.

Workplace: Work address: Phone: email: Question of the Month: What current vehicle is the most unreliable?

Enter for your chance to

WIN W IN a PRIZ PRIZE ZE E PACK

of a FRAM® b branded t-shirt hat, retro t-s shiirt and a 75th Anniversary 7 5th Annivers sary FRAM® 1934 Ford Str Street S Rod (1:24 scale) die-cast model OFFICIAL RULES AND REGULATIONS

1. To enter, print your full name, workplace, work address, telephone number, and e-mail address on the official entry form located on the crossword puzzle page and post it to Canadian Technician magazine, 451 Attwell Drive, Toronto, ON, M9W 5C4 Sponsor. Or fax it to 416 614-8861.

2. Only one entry form per person.

3. Entries must be received no later than 8:00 p.m. EST on the closing date.

Closing dates for 2009: February 2009 FRAM AutoPuzzle – April 17, 2009; March 2009 FRAM AutoPuzzle – May 17, 2009; April 2009 FRAM AutoPuzzle – June 17, 2009; May 2009 FRAM AutoPuzzle – August 17, 2009; June 2009 FRAM AutoPuzzle – September 17, 2009; August 2009 FRAM AutoPuzzle – October 17, 2009; September 2009 FRAM AutoPuzzle – November 17, 2009; October 2009 FRAM AutoPuzzle – January 17, 2010; November 2009 FRAM AutoPuzzle – February 17, 2010; December 2009 FRAM AutoPuzzle – March 17, 2010.

Canadian Technician will not be responsible for late, lost or destroyed entries and, as well, any accident, printing, administrative or other error of any kind in connection with this contest. NO PURCHASE NECESSARY. Void where prohibited.

4. A random draw will be made monthly by Newcom Business Media from all eligible entries received on or before the CONTEST CLOSING DATE. In order to win, the selected entrants must first correctly answer a time limited mathematical skill testing question without assistance or mechanical or electronic aid and will be required to sign a standard declaration and release form confirming compliance with the contest OFFICIAL RULES AND REGULATIONS and acceptance of the prize as awarded. No substitution for, or transfer of the prize, will be allowed except that in the event the stated prizes are unavailable due to reasons beyond the control of Canadian Technician, a prize of equivalent nature and value will be available to be won. The prize (approx. valued at $100) will be delivered only to the confirmed winners within 2-3 weeks after confirmation.

5. The contest is open to all residents of Canada who have reached the age of majority according to the law of the province in which they reside, except, employees of Canadian Technician, and Honeywell International Inc. their affiliated companies, their advertising and promotional agencies and all persons residing in their respective households. If a selected entrant has not reached the age of majority in the province in which he or she resides, the authorization of his or her parent or legal guardian will be required in order to participate in the contest and accept a prize as awarded.

6. The chances of being selected depend upon the total number of entries received.

Canadian Technician reserves the right to cancel or suspend this contest in the event of any accident, printing, administrative or other error of any kind. This contest is subject to all applicable federal, provincial and municipal laws. Only one prize per family, household or address will be awarded.

7. All entries become the property of Canadian Technician, address, and no correspondence will be entered into except with the selected entrants who will be notified by mail or telephone. Entrants, by entering this contest, consent to the use of their name and/or photograph, without compensation, except where prohibited by law, in any future publicity carried out by Canadian Technician.

www.fram.com O FF IC

* Answers may be published in Canadian Technician.

IAL FILTER

A Honeywell Car Care Product © 2009 Honeywell International Inc.

continued from page 30 light onto the work bench. “I should know better than to doubt myself.”

The boys reinstalled the transmission and Tooner began checking for bad grounds and other wiring problems. But nothing would get rid of the trouble code.

Now it was two days later and Tooner was nearing the end of his patience.

Beanie’s Save The Earth campaign was the furthest thing from his mind.

Basil spoke up. “Tooner, what was that wave form like again?”

He shrugged. “As perfect a square wave pattern as you can get.”

“Yes, but what were the voltages?”

Tooner frowned. “Lemme see…I think the top of the square wave was up around 11 volts, now that you mention it.”

A slow smile crept onto Basil’s face.

“From my recollection, the average waveform voltage should be around 2.5V at idle with a peak to about 7.5V.” He raised an eyebrow. “I think something is off there.”

Tooner grunted. “And I think I’m gonna call my buddy Terry over at the Nissan dealership.”

We all went off to our jobs and the next time I saw Tooner, he was digging through the garbage can in the lunch room. “What in blazes are you doing?”

“Shush,” he whispered. “I don’t want Beanie to see me.” He held up the Coke can he’d thrown out earlier. “Turns out I got a use for this piece of garbage after all.” After glancing around to make sure we were alone, he went on. “Terry says that when these Altimas first came out they had all kinds of troubles with these here sensors. Apparently they aren’t spaced properly from the flywheel, so Nissan had them cutting up shims out of pop cans to space them out a bit. Talk about a non-routine fix!”

I laughed. “So I guess you’re a big fan of recycling now. Does that mean Beanie gets some credit for his garbage reduction ideas?”

Tooner blinked in surprise. “Give credit to The Bean? Forget it; that’ll ruin my reputation. Beanie can change his routines if he wants to, but I ain’t.”

Rick Cogbill is a licensed technician and former shop owner in Summerland, B.C. You can reach him at rick.cogbill@shawcable.com.

APRIL 2009

ADVERTISER INDEX AAEC .......................................................... 26 AIA Canada .............................................. 27 Auto Value................................................ 24 Autolite (Honeywell) .............................. 6 Bar’s Products ......................................... 25 Blue Streak.................................................. 3 Delphi ........................................................ 31 FRAM Filters (Honeywell) .................. 28

Imperial Oil ........................................... 4, 5 NAPA .......................................................... 12 Snap-on Tools ........................................... 2 Tenneco .................................................... 11 Total Lubricants...................................... 23 UView......................................................... 29 Warehouse Service Inc. ....................... 26 WorldPac ................................................. 32

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CANADIAN TECHNICIAN 29

The Car Side

By Rick Cogbill

What do you do when an Altima’s sensor refuses to behave?

Might as well go for a soda…

Everybody has routines. Quigley inhales coffee to keep his nerves intact; Basil eats jelly donuts to keep his waistline intact.

Even Tooner grumbles 12 hours a day to keep his reputation intact. But today somebody was messing with our lunchtime routine, and it was Beanie.

Tooner’s eyes popped open wide. “Hey, what’s with the five-gallon pail?”

Beanie hoisted the white plastic bucket onto the lunch table with a grunt.

“This,” he panted, “is my lunch.”

We crowded around for a peek. On top were an apple and a slightly overripe banana. Lying underneath were two corned beef and pickle sandwiches, each in a clear plastic container. “What happened to the sandwich bags you always use?” Tooner inquired.

“Gone! Cast aside; purged from my life – along with all the other environmentdestroying garbage I used to bring every day. It’s time for some new routines!”

Basil pointed to the glass quart jar of canned peaches. “Are you really going to eat all those in one sitting?”

Our apprentice blushed. “No. But the jar is reusable, unlike the single serving tin cans I used to buy.”

“Okay, I get it,” I said. “By using refillable bulk containers, you’re reducing waste. But what’s with the six inches of nuts and raisins in the bottom of the pail?”

“That’s trail mix.” Beanie scooped out a handful and began to munch. “I was throwing away too many granola bar wrappers. Today I’m a new man; today is Green Lunch Day!” “Green Lunch Day?” Tooner rubbed his chin. “I’ll tell you what – if my lunch turns green, I ain’t eatin’ it!” He guzzled down the rest of his Coke and tossed the aluminum can into the trash. “A few extra food wrappers ain’t gonna kill us. I’ve got more important things to worry about.”

I caught the disdain in his voice. “You mean like that 2002 Nissan Altima that’s been plugging up your bay for the past two days?”

30 CANADIAN TECHNICIAN

It’s not sleazy being green

The Nissan had come in for a new clutch. The job went smoothly until Tooner started the car to go on a test drive. Then the MIL illuminated itself and wouldn’t go away. Diagnostic code PO335 was the culprit, indicating troubles with the crankshaft position sensor.

Tooner did some research. “This crazy car has two crankshaft sensors, one on either side of the block! How am I supposed to know which one’s the culprit?”

Basil came over for a look. “Yes, there are two sensors, but they have different jobs. One sensor reads the flywheel ring gear teeth for the crankshaft position, and the other reads a reluctor wheel on the crank to help detect a misfire.” As Basil pointed out at the time, Code PO335 was indicating an engine misfire, yet the car

ran as smooth as Oriental silk.

“Well, I don’t think it’s the crank sensor,” growled Tooner. “I’ve checked it with my Fluke meter and the wave form pattern is nice and square.” He frowned.

“I’m wondering if I didn’t get that flywheel on the right way.”

There was only one way to find out, so Tooner and Beanie pulled the transmission out for the second time. Tooner inspected the flywheel bolts with a trouble light. “Naw, this ain’t it,” he muttered. “The arrow on the flywheel is lined up with the dowel pin, just like I thought it was.”

“Does that matter?” asked Beanie.

“You bet it does. Get that wrong and everything goes all wacky.” He tossed the continued on page 29 APRIL 2009

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