Canadian Technician August 2009

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

Dealing with

Deadbeats What to do when a customer stiffs you ALSO: ■ Girl Power! Make way for Ms Lube ■ The benefits of hiring people with disabilities ■ Timing belt tips

www.canadiantechnician.ca

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Snap-on understands that your roll cab should enhance your productivity. By conforming to you. Our Classic 96 and other models do just that, with options designed to meet your needs and drawer configurations engineered to let you customize your roll cab to fit the way you work. Just another one of the reasons technicians named Snap-on their number one choice in tool storage by an astounding 6:1 margin. To learn more, visit www.snapon.com Snap-on is a trademark of Snap-on Incorporated, Š2009 Snap-on Incorporated. All rights reserved.

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VOL. 14 NO. 6

Departments Editorial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Service Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Letters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Reader Rides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Out & About . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 EyeSpy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 What Went Wrong? . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Product Central . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34 Auto Puzzle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Ad Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

8

Columnists The Greenwood Report . . . . . . . . . . . . . . . . . . . . 15

By Bob Greenwood

23

Management S.O.S. . . . . . . . . . . . . . . . . . . . . . . . . 20

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

By Rick Cogbill

Features Girl power . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 Make way for the Mechanchiks! Ms Lube – the world’s first all-female repair shop – is turning heads in Toronto.

Dealing with deadbeats . . . . . . . . . . . . . . . 27

Have you ever been stiffed by a customer, with no apparent hope of collecting payment? Then consider these methods when it comes to getting “reunited” with your cash.

Don’t let a belt throw you for a loop . . . . 31

27

Timing belt replacements aren’t straightforward mechanical procedures anymore.

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

Parts for import vehicles

AUGUST 2009

CANADIAN TECHNICIAN 3

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Editorial

Of pit bulls and pitfalls Using a dog for security? Be careful.

By David Menzies Jackie Derdall of Vanscoy, Sask. was out jogging on a pleasant spring day two years ago.

But in addition to receiving a brisk cardio workout, the 41-year-old nurse soon found herself embroiled in a nightmare scenario.

Two large dogs – described as a cross between shepherds and mastiffs – savagely attacked Derdall, sinking their jaws into her limbs and dragging her into a ditch. She likely would’ve died if an RCMP officer hadn’t intervened.

Derdall recently returned home from New York where she endured more than six hours of specialized surgery.

Additional procedures are to follow.

Why is Derdall’s plight being chronicled in the pages of Canadian Technician? The two dogs that maimed her were traced back to Sid’s Auto Service in Vanscoy.

As you’d expect, Derdall’s pursuing litigation, and one of the defendants named is Sydney Lewis, owner of Sid’s. According to the statement of claim, the animals were allegedly kept at Sid’s as guard dogs, but managed to escape. In a statement of defence, Lewis denies the animals were used as guard dogs but admits they were originally taken in as pets. None of the allegations have been proven in court. (I sought further clarification from Lewis but he declined to comment prior to the case being heard.)

If anything, the Derdall incident makes for a cautionary tale. I have no idea how many shops use dogs to deter criminals and I doubt such a statistic exists. But Derdall’s horrific experience clearly illustrates the potential pitfalls of what can happen if things go awry.

Indeed, Simon Manintveld of Simon’s Caddy Shack in Oakwood, Ont. notes there’s a right way and a wrong way when it comes to enlisting canines as sentinels.

Several years ago, Manintveld was having problems with thieves breaking into his AUGUST 2009

shop, so he acquired a Bouvier des Flanders from a certified breeder. A Belgian cattle dog, a Bouvier des Flanders excels at being people-friendly during the day and meaner than a junkyard dog when darkness takes lease.

Manintveld says he spent $3,000 on obedience training and it was worth every penny: Dino excelled as both a child-friendly pet and as a piss ’n vinegar watchdog.

Thanks to Dino, Manintveld’s shop never endured another break-in “Dino,” says Manintveld, “was worth his weight in gold.”

Dino died in 2005. His replacement, Ringo (also a Bouvier des Flanders), isn’t quite the watchdog dog Dino was, yet Manintveld says Ringo’s still better than any alarm system.

Manintveld cautions that leaving an untrained dog on the premises is an accident waiting to happen. And he knows from bitter experience: when he was 17, Manintveld was attacked by a pit bull when he went to a wrecker’s yard to purchase a door for a ’57 Ford. The dog took exception to Manintveld’s presence and promptly latched onto his leg.

“At least I got the door for free,” he says.

Even so, a watchdog maiming an innocent bystander makes for a lose-lose-lose proposition: in addition to the person being injured, there’s the inevitable lawsuit to follow, not to mention toxic publicity. I can’t imagine the news coverage regarding Derdall’s attack has been good for business down at Sid’s.

In light of the Derdall case, perhaps it’s time for shop owners to be extra diligent if a large (and potentially dangerous) dog is going to be kept on site. Make sure the dog comes from a certified breeder and invest in professional training.

After all, a watchdog can be a superb deterrent. But if that dog goes into Cujo mode, your security system might just end up being a huge liability.

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CANADIAN TECHNICIAN 5

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Service Notes

No job for goofs The good work you do can be undermined by the perception you leave.

By Allan Janssen I’ve met too many shop owners to count… and they’ve all left an impression on me.

The impression might be fleeting or permanent, but after I shake their hands and speak with them, I walk away with an impression. It’s involuntary. It happens to all of us, with every person we meet.

The question is how accurate is the impression that has been created. I would argue that most times it’s not accurate at all. It is tinged with misleading details like where the meeting took place, what was going on around us, how we interacted, and what we talked about. And a hundred other details too, like what they were wearing at the time, or if they were having a bad hair day, or if they were flustered or distracted by something. These temporary conditions shed little light on the real person and should be immediately discounted.

But of course we don’t. Impressions linger.

It is only when I spend more time with the person that I form a more accurate assessment of what makes them tick and how our world views line up. Until that happens, though, I am working with potentially misleading impressions.

In a retail industry such as automotive repair and service, we live and die by the impressions we leave with people. And while we cannot completely control the conclusions to which people will come when they meet us, we can do an awful lot to manage them and steer them in the right direction.

A friend of mine recently described the people at the shop where she took her Camry as “goofs.” I was initially shocked, but I could tell she meant it in a goodnatured way, as in, “Oh, you’re such a goof!” or “Come here, you big goof.” She said the word “goof” in a loving, motherly way, but there was no hiding the fact that it implied at least a little incompetence. So I AUGUST 2009

asked her about it.

Well, she said, they’re always kind of disorganized and frazzled. They’ll ask questions and then forget the answer and have to ask again. Sometimes they can’t find her keys or they can’t remember where the car was parked.

So why do you go back, I asked her.

“Oh, they do good work,” she said. “No complaints there. But you should see the card they just sent me!”

It was a Thank You card and I’m surprised it got to her at all. It had the right postal code on it, but the wrong city. They’d given her a different first name. Not just spelled wrong. I mean a completely different name that sounded a little like her real name if you said it fast or mumbled. And in the note of thanks itself there were six typos.

The card cemented every “goofy” impression they’d left with her over the past couple of years. They’re lucky they do good work, or she wouldn’t have stuck with them.

The irony here is that to service a modern vehicle requires a great deal of skill and talent. Years of instruction and experience make technicians uniquely capable of finding the source of the tiniest mechanical or electronic fault. To run a busy repair shop, with all the public relations, marketing, and H.R. challenges it entails requires administrative expertise that most people do not possess.

These are not jobs for goofs.

Some say perception is reality. I’m not so sure. The trust my friend has placed in the characters who fix her car belies the perception she holds. Nevertheless, I would urge all techs and shop owners to be more aware of the impressions they are creating whenever they meet an existing or potential customer.

VOLUME 14

NUMBER 6

EDITOR David Menzies david@canadiantechnician.ca (416) 614-5824 EDITORIAL DIRECTOR Allan Janssen ajanssen@newcom.ca (416) 614-5814 PUBLISHER Martyn Johns mjohns@newcom.ca (416) 614-5826 CIRCULATION MANAGER Lilianna Kantor lkantor@newcom.ca (416) 614-5815 DESIGN & PRODUCTION Tim Norton production@canadiantechnician.ca (416) 614-5810 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

“Checking the files” by Wayne Moore Phone (905) 632-8770 www.canadiantechnician.ca/covers CANADIAN TECHNICIAN 7

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LETTERS R2R: The saga continues…

Re: “Now comes the hard part” (June 2009) David Menzies correctly identifies the pitfalls of bill C-273. Watering down the bill to the point it becomes completely ineffective is a concern and at committee, many will speak on the bill to affect yet unknown changes.

Other concerns he didn’t mention include the need for flexibility to speak to technological changes that cannot be included. Also, there have been recent friendly discussions between OEMs and the service industry that served to generate a decision to put more tools in the marketplace within 30 minutes of being asked – this isn’t part of a legislated solution.

Also not mentioned: the likely court battles by OEMs to prevent proprietary information on their products being disclosed to aftermarket competitors. And that government – not industry – will set prices for information.

The comment that a voluntary agreement is seen as a stalling tactic fails to mention that it was the federal Minister of Industry who urged the OEMs and industry to meet and develop a voluntary framework agreement. That meeting occurred in late April, with all parties attending. A letter of intent was issued between the service providers in Canada and the automobile manufacturing and importing sectors. A formal voluntary agreement is expected. The risks of Bill C273 will be seen as too high and the bill

unnecessary when a voluntary agreement is available.

John Norris, Executive Director Hamilton District Autobody Repair Association Hamilton, Ont.

Want better credit card rates? You’d better shop around Re: “Stop the gouging” (May 2009) regarding credit card fees.

I now deal with Desjardins. Their rates are 1.69% for Visa and Mastercard whether it’s a premium card or not. The one problem area is that “chipped” cards aren’t eligible for a phone-in type of order unless a separate agreement is in place.

Desjardins does charge an outright management fee of $50/month and mini-

mum percentage billing fees are $10 per card type. However, these are once a month. So if you send through a minimum of $1,100 per month on each card type, your minimum is covered. We saved $171 last month alone.

I think Canadian Technician should do an article comparing the different card services and their costs. I decided to switch from Moneris and it took me a solid week of making calls to all the companies and waiting on the line for hours before I got the info I needed.

Darryl Hladky, owner Clutch and Grab Transmission Edmonton Editor’s Note: Excellent follow-up story idea, Darryl. We’ll try to run such a piece in a future issue.

RIDES

Reader

Gerry Pieters, owner of Thunder Alley Transmissions in Penticton, B.C., sent in this shot of this 1969 Ford Falcon that has been back-halved to fit 32 x 14.5 Goodyear slicks. The floorboards were channeled to accept 2 x 3 steel frame connectors.

The hood, bumpers and trunk lid are all custom made fiberglass.

The powertrain is a 351 Cleveland that has been stroked to 406 cubic inches. “We run a full roller cam combination with 15:1 compression,” he writes.

You can see more “Reader Rides” on our website, www.canadiantechnician.ca. And if you have a photo of your hot or unusual set of wheels, feel free to send it in. We’ll put it up for all to enjoy!

8 CANADIAN TECHNICIAN

AUGUST 2009

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&

About

Enabling the disabled There are myriad benefits to be gleaned by hiring workers with disabilities.

By David Menzies

A

ll Mike Langille ever wanted in life was a chance. A chance to prove himself; a chance to show he could be an asset.

Yet, for the longest time, Mike Langille, 29, ended up having one door after another slammed in his face.

The problem? Langille has Peter Pan Syndrome, a condition making him resemble a young teenager rather than an adult.

Ironically, in a society relentlessly obsessed with holding back the hands of time, Langille was being marginalized for naturally looking younger than he should.

In the pits no longer: Mike Langille says he “loves” working at Pit Stop.

But in 2006, Brenda Silverthorne with PATH Employment Services, noticed the Pit Stop in Hamilton, Ont. was advertising for an oil change technician. Knowing Langille was mechanically-inclined, Silverthorne called Pit Stop owner Ritchie Khan and convinced him to give Langille a trial run.

The end-result? Khan says Langille is the best employee he’s ever hired. In the nearly four years he’s been on the job, Langille has excelled to such an extent that he now manages the shop. And this Pit Stop location has blossomed from a AUGUST 2009

struggling franchise to one of the top three single-bay Pit Stops in Ontario.

As well, since hiring Langille, Khan has gone out of his way to almost exclusively hire people with disabilities.

He hails their commitment and honesty. “My guys won’t pocket a single penny that doesn’t belong to them,” says Khan.

Silverthorne notes people with disabilities tend to be intelligent and extremely productive workers. Studies show that 86% of persons with disabilities have higher attendance records than their fellow colleagues and staff retention is 72% higher.

Khan concurs, but he notes the key is for an employer to be “patient and tolerant.”

For example, one employee Khan hired had anger management problems and would take out his frustrations by smashing items ranging from a calculator to a filing cabinet.

“I had to take Ronnie aside and calmly say to him, ‘Man, you’re going to put me out of business if you keep smashing all my stuff.’ He got much better after that,” says Khan. “In almost four years, this is a man who’s never taken one sick day. He’s honest, reliable … he shows up to work six hours before his shift.”

Far from making customers feel ill at ease, Khan says people are attracted to his store thanks to his workforce.

“Most people have a good heart,” he says. “There’s always people buying my guys coffee from Tim Hortons or tipping them.”

Better yet, sales at Pit Stop have never been better.

“Mike could sell ice to Eskimos,” says Khan. “Every day I tell him, ‘Mike, you’re my superstar.’ And he smiles like you wouldn’t believe, because all his life, people had constantly put him down for no reason.”

Supplier News UView Acquires MotorVac Technologies UView Ultralight Systems of Mississauga, Ont., a manufacturer of service tools and other products for the auto repair industry, has acquired the assets of Santa Ana, Calif.-based MotorVac Technologies Inc. MotorVac is a supplier of professional automotive fluid maintenance equipment and service products distributed to more than 60 countries. The company was founded in 1992 when it introduced the CarbonClean fuel system cleaning machine and detergent-based solutions.

Shad’s R&R raises $100,000+

Shad’s R&R – the aftermarket golf tournament for Muscular Dystrophy research – raised more than $100,000 this year, bringing the 36-year fundraising total to a whopping $3.5 million and counting. This is the last year Shad’s R&R will take place in Kleinburg, Ont. as the Kleinburg Golf and Country Club is slated to close in the fall.

Uni-Select honored Mark Seng and Stephen Polk from R.L. Polk & Co. recently presented Richard Roy, Jim Buzzard, and Brent Windom from Uni-Select with the Polk Inventory Efficiency Award. This distinction recognizes outstanding aftermarket companies for process improvements relative to inventory management. Uni-Select was chosen for its EModeling tool, which is designed to assist franchisees in building a model inventory for their stores based on the demand and the vehicles present on the market.

CARS’ Essential Skills tools now online A comprehensive suite of popular Essential Skills tools and resources designed by CARS for automotive instructors and career and guidance counselors is now available on a new Essential Skills portion of the CARSYouth website (www.carsyouth.ca.)

WIX Filters adds 87 new product numbers WIX Filters rolled out 87 new product numbers recently for light duty, heavy duty, and industrial applications. Filters for foreign nameplate applications led the list, with more than 35 new air, oil, cabin air and fuel filter product numbers for Mazda, Honda, Hyundai, BMW, Porsche, Audi, and Volkswagen as well as other brands.

CANADIAN TECHNICIAN 11

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You know these guys…

You know this shop…

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OUT & ABOUT

Technician a hero after nabbing hit-and-run driver Mississauga tech lauded after he chases down suspect who ran over a three-year-old boy.

By David Menzies

T

The Car Side Slim Shambles Auto Repair

Tooner… Basil…

Beanie… Buck Pincher…

■ But do you know where it all began?

■ Do you know how Slim met his wife, Cookie?

■ Are Slim Shambles and Buck Pincher really best friends?

■ Want to learn more about Slumberland, the town?

We’re going to tell you…

Coming this fall, your favourite repair shop and crew in their first book…

A Fine Day for a Drive Slim Shambles Auto Repair…the early years!

For more details, visit

www.thecarside.com

12 CANADIAN TECHNICIAN

echnician Lebert St. Bernard of Mississauga, Ont. is quick to point out he’s no hero.

We beg to differ.

St. Bernard – who works at Bay Auto Zone in Toronto – was driving along a major thoroughfare to his Mississauga home in June. He saw something that had him disbelieving his eyes: a three-year-old boy was crossing the street with no adults in sight. Lebert immediately slowed down, made a U-turn, and went back the opposite way to pluck the child out of harm’s way.

Unfortunately, the 45-year-old father of three was too late: by the time he got back, the boy – who suffers from sleepwalking – had already waded into traffic.

St. Bernard was horrified to witness a minivan strike the boy head on. Worse, the driver of the minivan stopped for a few seconds and then sped off, leaving the boy bleeding and broken in the middle of the road.

St. Bernard was faced with a choice: give chase or attend to the seriously injured boy. He did both, by convincing a passerby to remain with the child as he sped off after the minivan.

“The road (Britannia) is lit up pretty

good but the [minivan driver] had a phone in his ear – I think he was distracted,” says St. Bernard. “I couldn’t believe it when he took off – he knew he had hit the child.”

St. Bernard caught up to the minivan at a traffic light. Along with another motorist that St. Bernard flagged down, they blocked the minivan from moving and called police.

Police say St. Bernard was instrumental in aiding the case given that most hitand-run incidents prove very difficult to solve. Meanwhile, the child is recovering in hospital with serious injuries including two broken legs and a split skull.

Syed Hoda, 48, of Mississauga is charged with failing to remain at the scene of an accident.

Despite the heroism displayed, St. Bernard says he doesn’t feel like a hero. In fact, he says he’s full of regret that he couldn’t get back to the boy soon enough to prevent the accident.

“When I saw the boy just get splattered and the driver took off like the kid meant nothing to him… that was sick,” says St. Bernard. “I’m just happy I caught the guy. All I want now is for the child to get better.”

Oh, rats! George Stuyt of George’s Auto Repair Inc. in Tillsonburg, Ont. sent in this picture of an expired rodent found under the hood of a Honda.

“The customer had the Honda towed in for a nostart problem. The related complaint was a funny feeling in the gas pedal and the car had been suffering from low power,” George writes.

“When the air breather was lifted, this is what we saw! It looked like it was still alive! A hole had been eaten right through air breather element.”

Have an interesting picture to share? Please send it along to EyeSpy, c/o Canadian Technician, 451 Attwell Drive, Toronto, Ont. M9W 5C4.

Or email your high-resolution image to the editor: david@canadiantechnician.ca

AUGUST 2009

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OUT & ABOUT

GM techs in high demand

By David Menzies

A

s the down-but-not-out giant that is General Motors reinvents itself by jettisoning brands, securing government bailouts, and shuttering dealerships, a question arises: what is to become of thousands of displaced GM technicians?

As it turns out, one needn’t shed a tear for Mr. Goodwrench: according to industry observers, GM’s techs are well-positioned to land on their feet.

Dennis DesRosiers of DesRosiers Automotive Consultants notes “technicians are the most valuable assets of a dealership” and will always be highly coveted.

Between 2009 and 2011, DesRosiers predicts that approximately 500 Canadian new car dealerships will be shuttered.

More than 240 Canadian GM dealerships are already in the process of closing down, resulting in about 5,000 technicians losing their jobs.

DesRosiers contends that “at least twothirds” of laid-off GM techs will end up securing employment at other GM dealerships. As for the remaining third, many older techs will “likely prefer to retire” while the remainder will have “no problem” acquiring employment at competing new car dealerships or independent repair shops.

For an independent shop, attracting an ex-GM tech would be welcomed given the amount of training General Motors invests AUGUST 2009

Gord Wilson of Wilson-Niblett Chevrolet says laid-off GM techs will have no problem finding work.

in its techs.

Automotive aftermarket consultant Bob Greenwood also believes there will be several opportunities in the new world order for ex-GM technicians.

“The biggest issue I believe will be the overall attitude of the technician,” says Greenwood. “If the technician arrives in an independent shop and wants to be like a sponge to learn about all makes and models and wants to participate with the owner to develop shop services, then the future is excellent.”

Gord Wilson, owner of Richmond Hill, Ont.-based Wilson-Niblett Chevrolet, concurs that most GM techs will have no problem finding future employment.

“We’ve already hired a couple of new [laid-off] GM techs,” says Wilson. “These [technicians] are highly-skilled, welltrained people – they’re real assets.”

Because there will be fewer GM dealerships in his immediate area, Wilson says he’ll “be surprised” if his dealership doesn’t experience an uptick in sales and service of 25% in the months ahead.

“We’re already having six to 12 new conquest customers coming in each day,” he says.

CANADIAN TECHNICIAN 13

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Š 2009, Ashland Canada Corp. *Source: Thomas Penway Research Poll of ASE Mechanics in the United States

www.v a lv o li n e . c o m

Only one person works on his car.

And only one oil works in his engine.

More ASE-certified top mechanics use Valvoline in their own cars.* <TRWP]XRb RP] dbT P]h ^X[ cWTh fP]c CWTh RW^^bT cWT ^]T fXcW P _a^eT] aT_dcPcX^] U^a `dP[Xch _a^cTRcX^] P]S P WXbc^ah ^U X]]^ePcX^] EP[e^[X]T

100 YEARS UNDER THE HOOD.

TM

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Even in a brutal economic downturn, tremendous opportunities abound for shop owners who are smart, savvy and professional.

By Bob Greenwood

No! This is not Bob Greenwood.

OPPORTUNITY Beckons A

llow me to make something perfectly clear: I am not Dr. No; any resemblance between me and a James Bond villain is purely coincidental. And not very accurate. People who don’t necessarily know me – but who have read my columns – sometimes accuse yours truly of constantly being somewhat negative when it comes to the aftermarket. I can assure you: my clients (and those students who have taken my courses) have a profoundly different opinion of me.

Put another way: don’t shoot the messenger.

The opportunities that currently exist in the aftermarket business have been in the works for the past five years. I’ve constantly brought attention to these opportunities, only to have my pronouncements met with deaf ears and closed minds. In truth, I’ve been frustrated with this secAUGUST 2009

tor’s failure to recognize the profound changes that continue to take place.

There seems to be a reluctance to change internal mindsets and operating procedures in order to take full advantage of the opportunities I’ve identified in previous articles. And surely this also takes a toll on those people who “get it.”

But how about this for some really good news: it’s almost never too late to change one’s ways. But reformatting your business is a process that requires, on average, about two to three years. I continue to hear from shops looking for a silver bullet to save their business overnight. I truly wish it worked that way.

But the harsh reality is no such solution exists.

As previously predicted, those shops still relying on the breakdown and repair business model are becoming increasing-

ly desperate. The hard truth is these owners and managers appear reluctant to learn what’s required in business to move forward in today’s evolving economy.

They are either in denial or they are content to live in the past. Whatever the excuse, they tend to espouse a know-it-all attitude – but they’ve never done the math because they’ve never taken the time to learn it. They operate their business on emotion, which in turn, defends their ego.

And yet, the profit opportunities that exist today are perhaps more plentiful than ever before. I think the next five years will make for the most exciting period in my 34-year career.

For starters, due to a slumping economy, people are holding on to their vehicles longer. As well, people who are potentially nervous about their job security will likely drive less and maybe even neglect CANADIAN TECHNICIAN 15

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to conduct preventive maintenance. Thus, thanks to higher quality vehicles and fewer kilometers being driven, many a breakdown and repair shop is left hanging. Even so, this reality does create opportunities for our industry.

The one thing independent owners tend to excel at is developing personal relationships. When an independent shop owner works hard at this, trust is built up.

This is essentially due to the fact that he doesn’t want to let people down (and in truth, to do so would ultimately be selfdefeating.) In this economic climate, there’s an opportunity to really secure long-term relationships by displaying a desire and ability to work with clients based on their personal situations. Those independent shops that “get it” have learned – and truly understand – the business mechanisms, measurements, and procedures to actually manage the vehicle on behalf of the client. They want to ensure the vehicle is reliable and safe for the client who is being squeezed on an economic basis.

Also, consider that with Chrysler and General Motors in Chapter 11 in the U.S. (resulting in the closure of hundreds of dealerships), there’s a need for dealership customers to find someone they can trust to look after their automotive needs.

Translation: given the opportunity that now abounds, it is one thing to look a gift horse in the mouth; it is quite another thing to kick its teeth in.

The task at hand is to take advantage of this opportunity. But keep in mind dividends will only be realized if you have your act together. These new customers who will become excellent future clients won’t tolerate an unprofessional-looking facility. But they will warmly embrace a sincere, honest and open discussion regarding their vehicle needs.

Thus, it is incumbent upon you to review your facility appearance and front counter processes. Remember, it is all about the client’s experience – when this experience is executed professionally, the independent shop will attract some excellent new business.

To be well positioned for this, don’t take anything for granted. This means 16 CANADIAN TECHNICIAN

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Page 16

conducting a thorough review at every level. Discuss opportunities with the staff in detail and stress the importance of professional execution and conduct in front of the public. Also, discuss the importance of having a culture of excellence throughout the shop, which must be consistently maintained at all times.

As for a simple checklist, consider these five points:

Attitude What is the day-to-day attitude of management and staff? Focus on developing and displaying a positive atmosphere throughout the shop especially in front of consumers.

Personnel Review the knowledge base of all personnel – from the front counter and back shop people to those in the administration office. Are all employees up to date regarding their competencies? If not, stop procrastinating and book them into courses necessary for success.

Equipment Is the shop up to date with the proper equipment to do the job accurately and in an efficient manner? Professional technicians must have the right equipment at their disposal.

Inventory Are you regularly carrying what’s required by your clientele? Review inventory requirements with your supplier to ensure you have the proper stock. Constantly

waiting for parts to arrive that should’ve been there in the first place is a sure-fire efficiency killer.

Facility Take a close look at your shop’s ambiance. Remember, consumers want a good experience when they go to an auto repair shop. Shop ambiance is a big part of that overall experience. Coveted clients – and especially female clients – don’t want to come into or sit in a smelly, dirty shop.

These are just a few suggestions to take under consideration, although I’m certain if you pay attention to the details of your business, you’ll pick up some fabulous new clients who only thought the new car dealership was capable of fulfilling their needs. If you do indeed embrace these pointers, you can prove them wrong – and even put smiles on their faces as they discover your shop and all it has to offer.

There you have it. Focus on making the remaining months of 2009 your personal half-year of transition. Tackle this new aftermarket environment with optimism and professionalism and you, too, will be rewarded for the balance of your career.

In the final analysis, please note I’m merely advocating a “tough love” approach for shop owners when it comes to excelling in a brutally tough economic environment.

Far from being Dr. No revisited, you might just end up referring to me as Dr. Feelgood one day… if you take my advice to heart.

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.

AUGUST 2009

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What went wrong?

Tire screw-up leaves customer fit to be tied “I went to a repair shop to buy four new tires for my Camry.

When I came back to get it (after waiting four hours at a mall), I was frustrated to see that the same four old worn-out tires were still there! Apparently, another car resembling mine came in to get an oil change. That Camry got my $600 tires while I got the oil change. The service guy cancelled the credit card transaction and tried to book me in for the next day. But I was so frustrated and just went home. I was told the owner would call me. It’s been a week and I still haven’t heard from these people.” So... what went wrong?

The owner dropped the ball by not calling this customer. But there’s so much wrong here. No one checked the plate number to see if he had the right car for $600 worth of tires. If all the customer got was an oil change instead of his four tires, why did it take four hours? If not, why did he have to wait four hours to get his car back? Could this car have been brought back into the shop and the tires removed and installed on the correct car while the customer waited? So many questions; so much trouble. All because someone didn’t check a plate.

Allan Haberman Technical Training Specialist Blue Streak-Hygrade Motor Products Winnipeg Several problems abound. Was a correct repair order given to the technician before the job began? If so, can the technician read? If a repair order wasn’t issued, why not? This is a chain-of-command glitch. Granted, mistakes happen, but why wasn’t the client contacted by management in an attempt to correct the problem? At least the “service guy” had enough brains to fix the credit card charge. This facility appears to be poorlyrun and owned by uncaring people.

Chain-of-command problems can be AUGUST 2009

addressed, but what do you do when the owner doesn’t care?

Bill McLennan Remington Park Motors Surrey, B.C.

the car, and does what he’s told. Same deal with the other one. This shop needs a system to avoid these problems.

Steve Penrose Glendale, Ariz.

This one smells of a very poorly-run shop that hit every bad thing that could happen.

The person in charge probably had more things to do than he could handle. I can just see a bunch of little pieces of paper with keys (no tags) sitting on them.

Someone probably picked up some keys and tossed them to a tech while shouting, “do the Camry’s tires now!” Tech gets in

This is a poorly-run shop. The owner obviously doesn’t have proper procedures in place to ensure such a scenario never happens. As for the owner of the shop not contacting this person quickly, that’s just sad and unacceptable.

Doug Lowther Doug's Mountainview Auto Service Penticton, B.C.

Here’s another scenario: I brought my Camaro in for a new transmission. A few days later, I was told to come and get it. After settling the bill, I drove off. Within seconds, smoke started emerging from the gearshift area. I immediately did a U-turn and brought it back. They asked me to leave the car with them for another day. No apology was offered.

When it was finally ready, I was surprised that an extra charge was being levied. I begrudgingly paid. But what had me really seething was that my car stereo was gone! When I asked for an explanation, the guy behind the counter simply shrugged and said, “Must’ve been stolen overnight.”

I responded by tersely saying, “And…?!”

He simply pointed to a sign stating: “Not responsible for damaged or stolen items.” Again, no apology was offered. Instead, he simply said, “Don’t you got insurance?”

I’ll never go back to this place. In fact, I’m so livid I’m contemplating a small claims lawsuit.

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MANAGEMENT

S.O.S. Business skill set 101

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.

Laid off and thinking about running your own shop?

Consider these nuggets of advice.

’re that we nomy is o c e g n these he aili Many of ue to t r work. pened d o p f a : h y g l n s l i a e k that h Dear K are loo g thing ns who g. I erestin chnicia e t m o e hirin r One int if we’r ips. calls f h g s e n r r i e o k l m ing s a a ng for de in hear ently, receivi to work erested mes rec t u d n s e i e s r u y l r s ian enuine es and th thei technic I was g own hom p by wi them as few dro d their e f n a o w o d e a n , h I’ve each o amilies s. e with young f chance eir job ome tim fairly d a h take a lost th l spent s y al l n y e e d h d T y would u e s . h s t d e a i some, h r n o t ng soo r own, risk in their s somethi of thei e much r d t e n l h i u t f a f e s t I ’ no hers ar Kelly? ey didn through sure ot think, d if th m i ’ u a I o s y s m a o e f th What d ’d ask A few o shops. ought I y? I th eir own m h o t n o t c r e a this and st shop in rting a one sta e. o ask m going t –Erol

Dear Erol: Great timing. Erol!

Once a month, most of the shop owners in our town get together over dinner and discuss various business topics. Last night we brought up the topic of how many technicians, service advisors, and

20 CANADIAN TECHNICIAN

managers from shops that were closing would choose to start their own businesses. We had all heard of at least one person about to lose his job and who was planning on starting his own shop.

I had one parts driver in last week saying that four of the employees at the

dealership he was working at were planning to pool their resources and start a business.

I did some research on why so many new businesses fail as I wanted to ensure I avoided those mistakes.

The top reasons for business failure

AUGUST 2009

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Larry Dickison

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are the absence of a business plan; undercapitalization; and poor management.

A big decision when one is looking at starting a business is whether to go it alone or find partners. I heard an instructor say at a Starting A Successful Business Workshop that the worst ship in the world to get into is a partnership.

Of course it was a joke, but, there’s some painful truth to it. The logical approach is to take a serious look at the six skills that are required to run a business and then do an in-depth skills inventory for yourself and each person you are looking at come into the business. You want all of your bases covered. Put another way, a football team with four quarterbacks and no linebackers, kickers or receivers would be hard pressed to win football games. It is no difference in business – you need a team with a varied skill set.

So… what are those skills that are essential in running a successful business? Glad you asked! For starters, consider: industry-specific skills; management skills; financial management; purchasing and production; marketing and advertising; and leadership skills.

Of course, there are many other decisions to be made. Including: • Choosing a company name (or changing your existing name if you need to.)

• Selecting a location.

• Determining the form of business (do you want to be a proprietorship, part-

AUGUST 2009

nership or incorporated company?)

• Are you going to start from scratch, buy an existing business, or look at getting a franchise?

• Financing options. How much do I need to for start-up, leasehold improvements, equipment, working capital and so on?

One instructor asked us in our starting a business workshop: what is the most dangerous way to start a business? And we said with no money.

“Wrong,” he replied. “That’s pretty safe as you have nothing to lose. The greatest danger is starting a business with almost enough money!”

• Buying equipment (there are lots of deals on Craigslist these days; I’ve certainly benefitted.)

Also consider there are business licenses, insurance, tax accounts, registering the company name, hiring the right employees, safety and environmental compliances… and a few hundred other details to take care of We created a checklist to help our colleagues who ask about starting their own shop. If you know anyone who would like a copy, they can e-mail me at kellythecoach@aol.com.

The number one thing I wish I knew at the very beginning was that I was in business for myself, but I did not have to be in business by myself.

Indeed, the other day I had a bit of a

wake-up call: a guy came into my shop who had tried to diagnose and fix his own car. He had bought and installed a new alternator, battery, and starter and his car still wouldn’t start. I thought to myself: what an idiot! What on earth causes people to try to fix their own cars when they lack the equipment, knowledge and brains? What a waste of money; what a waste of time! Why don’t they get experts to do this?

I then had a flashback to the time when I started my business and tried to rely on what I knew – which wasn’t a lot. Peering into the rearview mirror of 20/20 hindsight, I now wonder how much money and time I wasted doing things my way instead of obtaining help. Of note: the business principles I speak of relate to any stage of one’s business.

I’m heading out now. My son, Scott, is a counselor at a summer boot camp for teens. It’s amazing how time flies. It seems one day you’re freaked out about them heading out to their first day of school and then they’re leading teenagers at summer camp. Scott graduated this year. I’m so proud of him! He bought me a great book for Father’s Day this year – the new edition of How Full Is Your Bucket?

(ISBN13: 9781595620033). Very helpful stuff. We all need to know what really strengthens us and not just what we’re good at.

As always Erol, I’m just an email away.

—Kelly

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

CANADIAN TECHNICIAN 21

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Make way for the Mechanchiks!

World’s first all-female repair shop is turning heads in Toronto.

By David Menzies

J

essica Gilbank is standing within the undecorated and somewhat dowdy second floor of her downtown Toronto auto shop. She’s quick to apologize, pointing out this area is still a work in progress.

What is to occupy this space in the months ahead? A storage room? A back office? Nope. An art gallery, yoga studio, and a classroom for teaching consumers basic automotive maintenance are to be unveiled by year’s end.

Jessica Gilbank isn’t your typical auto repair shop owner and technician. Then again, Ms Lube by Mechanchik isn’t your garden variety garage. In fact, Gilbank’s four techs are all “Mechanchiks” as she likes to call them, making Ms Lube the world’s only all-female auto shop.

How did a nice girl like Gilbank end up in a place like this? She never set out to become a technician. But the fickle finger of fate intervened… along with a wonky Chrysler K-car.

While commuting in the mid-’90s behind the wheel of an old K-car, Gilbank says she constantly found herself being taken advantage of by auto repair shops. Indeed, whenever her notso-reliable Reliant required repairs, she was frequently spoken to in a condescending fashion, which she believes was due to her gender.

The “last straw” for Gilbank was the day her car needed a new muffler. She was instead told she required an entire exhaust system.

“The technician shows me the drain hole and says, ‘Look at this pinhole – this is why you need a new exhaust,’” she says. “I couldn’t believe it. I ended up replacing the muffler myself.”

While that self-rendered repair job wasn’t a thing of beauty, the penny dropped for Gilbank regarding a future career possibility. Gilbank had always been good with her hands – when younger, she frequently took apart and re-assembled lawnmowAUGUST 2009

ers. Why not learn how to fix cars properly?

“I also came to the realization that other women probably felt the same way I did about getting their cars fixed,” she says. “A femalefriendly shop could end up being a great business opportunity.

The University of Western Ontario grad (business and politics) resigned from the Bay Street communications company she was working at and took a technician course at Durham College in 1998.

“Being the only female student was… interesting,” she says.

“One-third of the guys wanted to date me; one-third wanted me to be like a sister that they could confide in; and one-third basically wanted me to be their mother.”

In spite of the distractions, Gilbank graduated with honors and ended up apprenticing at a Toronto Thruway Muffler shop.

“The owner totally expected me to fail,” she says.

Instead, Gilbank excelled.

“The business was doing $1.6 million a year with 12 bays and eight techs – but it was all handwritten at the time and I wanted to get it computerized,” she says. “After that job [computerization] was done, I told him I’m either on the floor or out the door. He gave me big jobs to do like engine transplants. I think he was expecting me to screw up so I’d end up going behind the counter again. But I didn’t screw up.”

In fact, Gilbank became the shop’s emissions specialist, eventually managing the shop in the owner’s absence after he took ill.

Working in an all-male environment was also – to use Gilbank’s descriptor – “interesting.”

“As a female tech working with male techs, I can tell you that 80% of the time you’re dealing with nonsense CANADIAN TECHNICIAN 23

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Femme Force on a Ford! The Mechanchiks, from left to right: Maud Sailland, Carleah Demoe and Erica Reed; on the hood: Michelle Luxon; on the roof: owner and founder Jessica Gilbank.

in the shop,” she says. “I don’t want to come across as some raving feminist – and I’ve worked with a lot of great male techs who were professional and fantastic – but in many cases, you’re listening to crazy sexist stuff, especially if a good-looking female customer walks into the shop. As a woman, to constantly suck this stuff up, it’s exhausting. It’s just so much white noise.”

After five years, she left Thruway Muffler upon snagging a gig at MercedesBenz Canada.

“If you’re a tech and you get to work at Mercedes-Benz, that’s the shit,” she says.

But her goal was always to open her own facility. And earlier this year, the thirtysomething Gilbank realized her dream by opening a 4,000-sq.-ft. shop in downtown Toronto. The garage features three service bays and a motorcycle hoist. And, of course, an all-female staff.

“I think women, by nature, are more communicative,” she says.

Gilbank has also used her business and political smarts when it came to branding.

24 CANADIAN TECHNICIAN

Ironically, Gilbank now harnesses her sexuality to her advantage. In order to stand out from her competitors, she has positioned her shop with a combination of humor and sex appeal. For starters, there’s the name, Ms Lube, and the slogan, “Not just oil changes – it’s full service.”

“We get people all the time asking if this is a sex shop,” she says with an infectious laugh.

As well, Gilbank – at considerable cost – commissioned famous pinup artist Robert Rodriguez to create several sexy posters bearing her likeness.

“I had to get him to tone down the original drafts a bit,” she says with a wince.

“The first drafts were just waaay too over the top.”

There’s also a smattering of cheeky street signs around Ms Lube’s lot. One billboard states: “We’re just girls who love horses (preferably, 500 under the hood!)”

Another placard notes: “We accept Visa, MasterCard, Amex, cash, Prada, flowers, diamonds, chocolates, Chanel, fuel.”

Much to Gilbank’s surprise and delight, some customers have taken the suggestion literally: Gilbank and staff have been showered with gifts ranging from cookies and sweets to homemade gourmet lasagna. Indeed, Gilbank says the reaction to her shop has been overwhelmingly positive.

“Males are so thankful to deal with us,” she says “I think there’s an expectation that guys should be mechanically-inclined just because they’re guys. We constantly hear comments from men saying this is the one shop they’ve dealt with where they didn’t feel emasculated when it came to asking mechanical questions.”

Women – who make up 40% of the client base – also rave about Ms Lube.

“The typical comment we get from females is they feel great about walking into a clean auto shop without 100 eyeballs ogling them.”

Indeed, customer Jenn Hobbes, who pulled into the Ms Lube lot behind the wheel of her cobalt blue ’71 Volkswagen Karmann Ghia, is very clear as to why she chose Ms Lube.

“Because it’s called ‘Ms Lube,’” she says matter-of-factly. “I like the idea of going to a woman for a repair job because another woman isn’t going look down on me.”

Hobbes says her experiences with male-run shops have been “intimidating…

I once asked a male mechanic what was wrong with my car, and he said, ‘That-andthat-and-that.’ I didn’t understand all the jargon he was using, so I asked him again.

He looked at me like I was an idiot and said, ‘I just told you what’s wrong!’”

Gilbank also believes women technicians are less likely to take shortcuts on repair jobs.

“We do it the right way – which isn’t always the fastest way or the most macho way. But we don’t cut corners – we go by the book,” she says, noting her goal is to have the shop earning $1 million by the third year.

Gilbank’s advice for other women who are contemplating breaking into a bluecollar, male-dominated industry?

“Don’t go into the shop with a chip on your shoulder as though you’re somehow better than everyone else. And don’t do the ‘I’m-a-poor-little-weak-girl’ act to get the guys to help you with the tough jobs,” she says. “Just do your work. And prove you can get the job done.”

AUGUST 2009

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The GOODYEAR (and Winged Foot Design) trademark is used by Veyance Technologies, Inc. under license from The Goodyear Tire & Rubber Company. Goodyear Engineered Products are manufactured and sourced exclusively by Veyance Technologies, Inc. or its affiliates. The Gatorback trade name is licensed to Veyance Technologies, Inc. by The Goodyear Tire & Rubber Company. ©2009 Veyance Technologies, Inc. All Rights Reserved.

Veyance Technologies Canada, Inc.

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Dealing with

debtors

By David Menzies

Son of a gun: Doug Cannon knows a few tricks when it comes to debt recovery.

Ever been stiffed by a customer, with no apparent hope of collecting payment?

Then consider the extreme albeit effective tactics of Doug Cannon.

AUGUST 2009

Damn it!

It’s enough to make your blood boil. Your shop does a stellar job repairing a vehicle in a timely fashion. Yet, instead of gratitude and being paid in full, the customer stiffs you.

Tales of woe regarding scofflaws abound.

“I’ve lost count of the number of times and dollar amounts lost for being sympathetic to a customer’s situation,” says Mike Hoffman of Automotive Brake Renew in Kelowna, B.C.

“A long-time regular customer decided to declare personal bankruptcy, leaving us whistling Dixie to the tune of $930,” recalls Joseph Champion of Triple C Automotive in Bishop’s Falls, Nfld. “[We lost] approximately $3,000 for an engine replacement,” adds Greg Hyes of Main Street Auto Service in Sussex, N.B. “The customer refused to pay and it went to small claims court – [we’re] still waiting.”

Be it a bounced cheque or a customer doing the “midnight move” (driving his car CANADIAN TECHNICIAN 27

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One effective method of debt recovery is being a pest. You need to get under the debtor’s skin and find out why he’s not paying.

off the lot afterhours without paying), there are myriad ways for shop owners to get ripped-off.

Thus, the question arises: what can be done in terms of receiving compensation if the customer has no intention of paying up?

You can chase down the debtor via the courts. But this is typically a lengthy and costly process. What’s more, winning a court case merely awards the victorious plaintiff a judgment – not the money.

Another alternative is to pay heed to the advice of Doug Cannon.

Cannon, who bills himself as “Canada’s financial bounty hunter,” has learned a trick or three in the decades he’s spent chasing down debtors. The founder of Brampton, Ont.-based Cando Credit Consulting, Cannon says shop owners must be especially diligent given the current rocky economy.

For starters, Cannon says there’s no shortage of worthless cheques out there, due to insufficient funds or a stop payment order. And, notes Cannon, once a vehicle is released back to the customer, lien rights are surrendered.

Still, a key factor when it comes to debt recovery is finding out where the debtor’s tangible assets are hidden, from bank accounts and property to the debtor’s place of employment (in order to initiate wage garnishment).

Another secret to debt-recovery boils down to being a “pest ... you need to get under [the debtor’s] skin and find out why they’re not paying.”

Cannon will go to great lengths to be a pest. Case in point: a few years ago, Cannon discovered that a debtor he was hired to track down was a member of a private golf course. Cannon got himself invited to the club and made a beeline for the debtor’s foursome. Brandishing a megaphone, Cannon went into broadcast mode: “Did you pay your caddy yet or are you going to stiff him like you stiffed my client?” asked Cannon via megaphone.

The mortified debtor quickly made arrangements to settle his account.

While brandishing a megaphone on the putting green might be a tad extreme for most auto shop owners who simply 28 CANADIAN TECHNICIAN

want to get paid, Cannon says there are more subtle tactics that tend to garner results when it comes to convincing debtors to pony up. .

1. Never underestimate the power of embarrassment.

Cannon recommends finding out where the debtor lives and then pay a visit.

Simply ask, “Where’s my money?”

“You can’t do anything illegal, but don’t believe the cheque’s in the mail,” he says.

Cannon says you must tell the debtor you plan on contacting everyone he’s associated with – from customers to friends and relatives – in order to ask if any of them have been stiffed as well.

“Some people are very concerned about their public image,” says Cannon, noting many debtors will pay up simply to avoid a public relations black eye.

Should the debtor refuse to pay up, Cannon says you must follow through on your pledge.

2. Call the spouse.

Although the debtor might be a no-good charlatan, don’t assume everyone in his family has knowledge of his shady business practises. Indeed, Cannon says often the spouse is clueless about the debtor’s shenanigans and a polite phone call to the debtor’s spouse can pay dividends.

“When she finds out the truth, she’ll be embarrassed and angry,” says Cannon.

In many cases, the spouse will demand the matter get resolved. Better yet, a spouse can do what you can’t: nag the debtor on a 24/7 basis.

3. Generate publicity.

As the saying goes, “It pays to advertise.” A favorite tactic of Cannon is distributing flyers summarizing the debtor’s misdeeds near the debtor’s workplace or residence. Don’t venture on to private property; instead, Cannon says you should put flyers under the windshield wipers of cars parked on

public roads and affix flyers to hydro polls. Keep the message civil, factual, and brief, such as: “Dear X: Please pay the outstanding debt.”

4. File a small claims lawsuit and serve the debtor at his workplace or place of worship.

Even if you have no intention of pursuing the matter in court given a judgment will likely be ignored, Cannon says one ploy is to spend $75 and file a claim anyway. The reason? So you can serve the statement of claim to the debtor at his business or, better yet, at his place of worship.

Doing so will achieve two purposes: the debtor will suffer “loss of face” amongst his peers. And by filing a statement of claim, you’ve indicated you’re serious about pursuing the matter.

5. Word of mouth.

Once you’ve found out where the debtor lives, use the reverse address function on Canada411.com to retrieve the phone numbers of his neighbours. Phone the neighbors in an apologetic way, explaining you’ve tried with little success to get in touch with the debtor “regarding an urgent matter.” Ask the neighbor if he or she would be so kind to call or visit the debtor to pass along a message to call.

“By the time the fourth or fifth neighbor drops by, he [the debtor] will be pissed – and might be ready to settle.”

6. Contact the debtor’s suppliers.

If applicable, try to find out who the debtor’s suppliers are and then tell them how you’ve been gypped. In addition to a blemished reputation, the debtor might just find that his suppliers aren’t that gung-ho to extend credit anymore. And he may want to settle before you start calling additional suppliers, which would further inconvenience him.

7. Hire A Professional.

If you don’t have the time or the chutzpah to employ the above methods, outsource the job to a professional debt-recovery service. And good luck getting “reunited” with your cash.

AUGUST 2009

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Don’t let a belt throw you for

p o o l a

A Volkswagen Jetta with the TDI powerplant such as the one pictured above delivers outstanding fuel economy. But VW’s little diesel engine requires various special tools for proper timing belt replacement (next page).

Timing belt replacements aren’t straightforward mechanical procedures anymore. By Todd Huggard

AUGUST 2009

A

s vehicle technology has progressed, shops have scrambled to keep up with these changes.

While most of us would agree that today’s vehicles are better built than their predecessors of even a few years ago, most would also agree that better-built cars have resulted in fewer service opportunities for shops. The maintenance side has suffered the most. Sealed-for-life transmissions, long-life coolant, no external fuel filters to replace… these are but a CANADIAN TECHNICIAN 31

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When in the process of replacing a timing belt on any vehicle, it’s good practice to replace other associated components at the same time.

few examples of the ever-dwindling maintenance opportunities.

One aspect of service that has remained a constant, however, is the good old timing belt replacement procedure.

Sure, mileage replacement intervals have increased. But as far as I know, all manufacturers specify replacement at one time or another. And with the increasing complexity of modern engines, timing belt replacement on many vehicles is not a straightforward mechanical procedure any more.

Take one case for example: the 1.9-litre TDI engine found on several Volkswagen models. This little diesel engine requires various special tools for timing belt replacement. This is an interference engine with high compression and there’s precious little room for error. And the last thing you want is not having the belt timed or tensioned correctly. Miscalculate and you may end up repairing or replacing a cylinder head because of bent valves.

Besides, having the proper tools makes the job go smoother and faster. And we all know that fast and accurate is what it’s all about.

Aside from the mechanical tools, it is also mandatory that you have a scan tool capable of setting the injection pump timing on this engine. Not all scan tools are capable of this function and there’s no other way to perform this critical step.

Consider this story that was related to me recently by Marty Bettcher of Bettcher’s Auto Services in Edmonton. A 2000 Jetta was towed into the shop as a no start. The vehicle had been to two differ-

32 CANADIAN TECHNICIAN

ent facilities for this problem and both shops had been unable to resolve it. Each shop insisted that the cam, crank and injection pump timing were correct Or so they thought.

The timing belt had been replaced approximately 15,000 kilometers ago and the engine had managed to run until it became a no start and was brought to Marty’s. Using the proper tooling, Marty found that the injection pump timing was incorrect. A new belt and an accurate install and pump timing adjustment resulted in a happy and extremely grateful customer. In short, you don’t want to tackle a job that you’re not prepared for. It just ends up costing everyone in the end.

Therefore, you must do your homework and make certain you’re properly equipped before you recommend that timing belt replacement to your customer.

When in the process of replacing a timing belt on any vehicle, it’s good practice to replace other associated components at the same time. Most applications have at least a tensioner and many have water pumps and idler pulleys that are timing belt-driven. Savvy shops install kits, which include all of the pieces to do the job right the first time.

Also on the subject of belts, I would be remiss if I didn’t note that serpentine belts

have replaced the old fashioned V belts on just about every vehicle out there. This design is a great improvement over what existed in the past, and again, like other components, offers an increase in service life.

Besides the obvious, like cracks and deterioration, serpentine belts can exhibit some unique problems. Noise, premature wear, belts that fly off intermittently never to be seen again… these are just some of the problems that can be encountered.

Worn-out tensioners are the culprits in some cases; but at times, uneven pulley alignment can be the cause.

As well, some belts twist around quite a few accessories such as the AC compressor, water pump, power steering, and so on. Narrowing down a pulley misalignment issue can be a nightmare if it isn’t obvious. Eyeballing it can sometimes reveal an alignment issue, but in numerous occasions, a visual check just won’t cut it. Enter the laser. Several manufacturers make a laser system specifically for checking accessory pulley alignment. I’ve heard rave reviews about how accurate lasers are in revealing alignment issues.

Not all applications have automatic tensioners, so accurate tensioning is crucial to prolonging belt and component life. Loose belts will cause noise at the very least and shorten belt life. Overtensioned belts can overload an accessory, and in extreme cases, destroy a component.

Bottom line: always adhere to service information and use a belt tension gauge where applicable.

AUGUST 2009

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Mitchell 1 goes metric Mitchell 1 has released its next-generation preventive maintenance sales tool.

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34 CANADIAN TECHNICIAN

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AUGUST 2009

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6. ❑ 7. ❑ 8. ❑ 9. ❑ 10. ❑ 11. ❑ 12. ❑

Electrical service - chassis Electrical service - engine Exhaust / muffler / catalytic converter Shock / strut service Steering / suspension service Wheel alignment / wheel service 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

Have a comment to make about Canadian Technician?

We’re listening. _________________________________________________ _____________________________________________________________ _____________________________________________________________ Please call me, I have a story idea for Canadian Technician.

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AUGUST 2009

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

August 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

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Congratulations to Larry Troy of Lou’s Esso in Toronto for solving our April 2009 puzzle.

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We’ll draw a winner on October17, 2009. to win a FRAM Send to 451 Attwell Drive, Toronto, prize pack.

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AUGUST 09

AUTO PUZZLE

CanTech Aug-09.qxp:CT Oct 05 cj.qxd

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

Workplace: Work address: Phone: email: Question of the Month: What was the most bizarre question a customer has ever asked you?

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.

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IAL FILTER

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* Answers may be published in Canadian Technician.

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continued from page 38 Toon, are you sure this is -5? It doesn’t seem that cold to me.”

A warning growl started deep in the old tech’s throat. “Are you trying to tell me that with all my years of experience that I don’t know when an AC system is blowing too cold?”

We looked at each other. It was time to clear my throat again. “Tooner, since we’re all here, let’s check the system pressures and see where they’re at.”

What we found was the low side running consistently at 30psi, with the high side topping out at 295 – right where they should be on a hot summer day.

But Tooner’s temperature gauge still read -5 Celsius at the vents.

Basil opened the bottom drawer of his tool box. Handing a shiny new plastic box to Tooner, he said, “Here, try my temperature gauge. I bought it last winter from Big Stan’s Tool Van when he had a sale. It’s hardly been used.” Basil pointed at Tooner’s battered up electronic tester that was at least 10 years old. “I think your unit has seen better days.”

Sure enough, Basil’s gauge read +4 degrees Celsius. I slapped Tooner on the

shoulder. “Looks like we don’t have a problem, Houston.”

In response, Tooner took his old temperature gauge and threw it in the trash. “I guess you’re gonna tell me there’s a moral to this story, right?”

“Of course! Buy some flowers for your wife on your way home tonight. She’s not giving you the cold shoulder; she’s trying to make you healthy so she can have you around longer.” I grinned. “Though I can’t imagine why.”

“But she’s never acted like this before!” he protested.

“And your temp gauge has never been wrong before, right?” Basil laughed.

“Looks like time has a way of changing things.” He winked. “Some for the worse and some for the better.”

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

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CANADIAN TECHNICIAN 37

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The Car Side

By Rick Cogbill

The cold shoulder treatment proves traumatic for Tooner.

I was having a peaceful nap in my office chair when a horrendous noise brought me to my feet. Tooner’s hollering didn’t worry me, but the large crescent wrench he was brandishing over his head did. It’s a good thing Beanie can run fast.

I found The Bean hiding behind a pile of old tires. “What’s this all about?”

“I-I don’t know,” he stuttered. “Tooner’s gone nuts! All I did was offer him a granola bar and he lost it!”

“Hmm… I’d better see what’s going on.”

After brewing up a fresh pot of coffee, I spread out an array of doughnuts and called the crew in for a break.

“What’s up, Tooner?”

He slouched down in his chair. “Aw, I’m sorry about losin’ it, Slim. An’ you too, Bean. I’m just worried ‘bout how Mabel’s been acting lately. I’m gettin’ the cold shoulder.”

“The home fires are burning low,” observed Basil. “So what have you done lately to annoy her?”

“I’m not sure.” Tooner began counting on his fingers. “I forgot to put the toilet seat down for a week. An’ last Saturday I used one of her dish towels to check the oil in my truck.” He looked at us. “D’ya think it’s because I took out half of her azaleas when I cut the lawn on Sunday?”

I shook my head. “Nope. Mabel’s used to that kind of stuff from you.”

Basil agreed. “It has to be something else. Think harder.”

But he drew a blank. Tooner has his faults, but nothing his tough little wife of 30 years can’t handle.

“How do you know she’s upset?” asked Beanie.

Tooner sneered at him. “D’ya think I don’t know my own wife? Believe me, Bean, when it comes to a cool reception from yer woman, you know!”

Tooner’s claim to understand women was stretching it. I’d seen him in action 38 CANADIAN TECHNICIAN

Cool Vibes

for far too long. I cleared my throat. “So tell us exactly how Mabel’s been acting lately.”

He sighed. “Well, last week at breakfast she poured me grapefruit juice instead of coffee! And then she burned my favorite slippers and bought new ones – kin ya believe that?!” He shook his head. “The last straw was last night. She turned off the TV right in the middle of the playoffs and said we were going for a walk!” He rubbed his face in his hands and groaned.

“I don’t even know who I’m married to anymore… she used to care about me… ” We figured Tooner was overreacting, but we couldn’t convince him otherwise.

By coincidence (or not), the next job on the board only added to his troubles.

The 2005 Pontiac Vibe had come in for an inoperative AC system, which wasn’t surprising since the compressor had packed it in. Tooner replaced the com-

pressor, accumulator, and condenser, and then recharged the system before going on a road test. He returned wearing a big scowl.

“I don’t get it!” he muttered. “It’s blowing -5 Celsius out of the vents! How come everything I touch these days is subzero?”

Beanie’s eyes got big. “If it’s blowing -5, that means the evaporator will ice up.

That can’t be good for the system!”

Tooner sat down at the shop computer and pulled up the AC system information in the repair manuals. “Says here there’s an evaporator core temperature switch that signals the PCM when to shut down the compressor. But it don’t say what temperature it cuts in at.” He pulled on his left ear. “All I know is you can’t run it this cold.”

Beanie climbed into the car and felt the outlet temperature with his hand. “Hey, AUGUST 2009

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