Canadian Technician March 2009

Refrigerant leaks

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

How to spot them… and how to stop them

ALSO:

■ R2R heading for parliamentary vote ■ Marketing ideas to move more oil ■ Working with family members www.canadiantechnician.ca

WHERE CAN YOU FIND ALL THE ANSWERS TO MANAGE A JOB FROM START TO FINISH?

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MARCH 2009

VOL. 14 NO. 2

Departments Editorial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5 Letters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7 Reader Rides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7 Out & About . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8 EyeSpy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9 Service Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11 Product Central . . . . . . . . . . . . . . . . . . . . . . . . . . . .23 Auto Puzzle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28 Ad Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29

9

Columnists Management S.O.S. . . . . . . . . . . . . . . . . . . . .13

By Kelly Bennett

18

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

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

By Rick Cogbill

Features Marketing oil . . . . . . . . . . . . . . . . . . . . . .18 Dropping your price isn’t the only way to get new customers in for an oil change. Here are some tried and tested ways of keeping your lube bay full.

Air conditioning service . . . . . . . . . . . . .20

20

A recap of the four ways to find pesky refrigerant leaks – and how to put a stop to them!

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

Parts for import vehicles

MARCH 2009

CANADIAN TECHNICIAN 3

Get Stuck Don’t getDon’t Using yesterday’s engine protection pushed around Winter conditions require a severe duty synthetic oil blend that works as hard as you do.

Today’s sophisticated engines require technologically advanced lubricants that can stand up to what ever nature dishes out. That’s why we tested MAX1 SEVERE DUTY in brutal, real-world conditions.

When you pour in MAX1 SEVERE DUTY, you pour in the knowledge, experience and hands-on expertise gained from producing consistently top-rated motor oils since 1924.

What does that mean to you? s s s s s s

Superior cold start protection Extended engine life Outstanding resistance to viscosity breakdown Lower maintenance costs Cleaner, healthier engine Extreme load protection

With Irving Lubricants, your engine won’t even know it’s winter.

irvingoil.com

IrIrving vingg Lubricants Atlantic Canada l d (800) 574-LUBE

Doggett gg Ente Enterprises erprises Inc. Thunder h d Bay Bay,y, Ontario (807) 344-0222 344-00222

MacEwen Petroleum Inc. Eastern, Ontario Eastern, (800) 267-7175

Cor Cormack mack Lubricants Inc. W estern TToronto ooronto Western (905) 304-0404 or (866) 762-5309 (toll free)

Dmytar-Rosebush Fuels Ltd 193 A Cannifton f Rd. d Cannifton ON, K0K 1K0 (613) 961-8856

Dymtar-Ros Dymtar-Rosebush sebush Fuels Ltd. 8 MacSteve en Dr MacSteven Dr..

Picton ON, K0K 2T0 (613) 467 7-9828 467-9828

Editorial VOLUME 14

NUMBER 2

EDITOR David Menzies david@canadiantechnician.ca (416) 614-5824 EDITORIAL DIRECTOR Allan Janssen ajanssen@newcom.ca (416) 614-5814

No cause for complaint Years of competent, friendly service has made me a fan of this industry.

By David Menzies

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 Kelley Bennett, Rick Cogbill, Larry Dickison, 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, Ontario M9W 5C4 Canadian Technician is published monthly except for January and July by Newcom Business Media, Inc., 451 Attwell Drive, Toronto, ON M9W 5C4. The magazine serves the Canadian automotive repair and service industry. Subscriptions are free to those who meet the criteria. For others: single copy price: $5.30; one-year subscription in Canada: $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, ON, M9W 5C4. Printed in Canada. Second class mail: Postage paid at Toronto. Canadian Publications Mail Sales Agreement #40063170. ISSN 1710-7644.

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

Kenneth R. Wilson Award Winner Member

Canadian Business Press

“My Point Is…” by Will Enns Phone 250/404-0411 www.canadiantechnician.ca/covers MARCH 2009

That Brittany Blue-Green Metallic Honda Prelude SR-V was such a fine purchase back in 1993. Driving my brand new coupe off the lot on that lukewarm September evening, I was overjoyed with both the car and the price ($29,000, taxes in.)

Immersed in that sweet fragrance of new car smell, I was also smitten by the car’s peppy acceleration. After all, with a 190HP engine under the bonnet, that Prelude was the most powerful Honda on the market back in ’93.

A monkey flips a bone in the air and suddenly it’s 2009.

And guess what: I’m still behind the wheel of that vehicle. Sure that new car smell is long gone (replaced by a man-made evergreen tree scent), and there are unmistakable signs of wear and tear. But for something that rolled off a Tokyo-area assembly plant way back in the summer of 1992 (yes, I looked it up), my Prelude performs remarkably well.

But make no mistake: my ride would never have motored into the 21st century if it weren’t for this country’s technicians.

While my Honda has been remarkably reliable, it did need regular tune-ups and oil changes. And there were repairs along the way, too, ranging from a new wheel bearing to some extensive exhaust work.

Yet, thanks to the adroit assistance of various technicians, I can’t even envision the day I’ll have to retire the Prelude to the scrap yard.

Why am I telling you this? Merely to give credit where credit is overdue. The Prelude is the fourth car I’ve owned since obtaining my driver’s license in 1980. The first two vehicles were used cars and repairs were more frequent. But in nearly three decades of visiting technicians, I’ve only endured a single bad experience. In

every other instance, the repair was properly executed for the price quoted and in the time-frame specified.

I’ve never understood why technicians suffer from a subpar reputation. I’ve got no cause for complaint, and my friends and family members haven’t had bad experiences down at the shop, either. (Just so you don’t think I’m merely saying what I think you want to hear, I should add that I also think lawyers get a bum rap. But I digress...)

As the new editor of Canadian Technician, I’m looking forward to getting to know you. And we likely have some common ground: for starters, I’m passionate about cars. In my previous incarnation as a freelance journalist, I’ve been writing about automotive matters for numerous media outlets ranging from The Financial Post Magazine and Canadian Business, to the National Post and www.MSN.ca.

And as I learn from you, hopefully I can return the favor. After all, I’m a textbook example of your growing customer base.

Dennis DesRosiers of Richmond Hill, Ont.based DesRosiers Automotive Consultants Inc., notes there was a time wherein most cars didn’t last more than five to seven years. “But vehicles are now lasting up to 18 to 20 years,” he says. And these vehicles are going to increasingly need the assistance of service professionals like you.

So, if you happen to see a 1993 Brittany Blue-Green Metallic Honda Prelude SR-V rolling into your shop in the months ahead, please... be gentle.

You can reach me at david@canadiantechnician.ca, or call me at 416 / 614-5824.

CANADIAN TECHNICIAN 5

DON’T FORGET TO CHECK THE AIR FILTER! Advise your customers that changing a clogged and dirty air filter can improve gas mileage by up to 10%.† Now that’s a statistic you AND your customers can both take to the bank!

A † Natural

Resources Canada

car care product.

© 2009 Honeywell International Inc.

O F FIC

IAL FILTER

LETTERS What happened to your ethics!

Sorry, Lisa. We liked “A Question of Ethics” too, but it seemed to run its course. Plus there are only so many ethical questions we could come up with! If we get a flood of ethical questions we’ll bring it back. (Send your suggestions to ajanssen@canadiantechnician.ca.) In the meanwhile, we’re cooking up another interesting feature to take its place.

—Allan

What? You’ve never heard of a Goole before?

RE: What’s a 710? October 2008 I laughed at the “710” joke you printed on your letters page. It reminds of an incident at our shop a few years ago when a customer came in and asked for a repair to his “Goole.” He pronounced it “Goo-lee” and we were mystified. I advised him that I’d never heard of such a vehicle before. He insisted that it was, in fact a Goole, and he wanted it repaired. I was doubtful but I didn’t argue as I wrote up the R.O. I had to work very hard not to laugh out loud

LARRY DICKISON

I really enjoy reading your regular feature “A Question of Ethics.” The discussion is always very interesting. But it’s been missing from the last few issues. Please don’t tell me you’re discontinuing this feature.

It’s my favorite.

Lisa Graham Auto Service Centre Brantford, Ont.

when the tech went out to get the Pontiac 600LE and bring it in for repair!

Wayne Shepstone Service Manager, CTC Bracebridge, Ont.

Why did they forget the filter? I think I know RE: Don’t Drop the Ball, December 2008.

I’ve been a shop owner for a little over 10 years, and worked at a number of independent shops and dealerships before that. And in that time I’ve never responded to anything I’ve ever read in a trade magazine. I came close a few times but never bothered… until now. I get the point of your editorial. Selling needed maintenance: good. Wallet flushes: bad. But I think you overlooked why that air filter never got changed in five years. My guess is that it’s because few dealerships would pay a flat-rate tech to

change or sell an air filter. In my experience, that sort of negligence goes on all the time. As the owner of an independent shop, I can tell you those missed air filters at the dealership are good for my business.

Vance Marsch Balmoral, Man.

Are you at the end of your rope with laces?

I’ve got a little tip for technicians who wear safety boots to work. Whenever I used to replace the laces I always had difficulty rethreading the frayed ends. I’ve found electrical shrink tube to be the answer. Hey, it’s the little things that drive us crazy!

Tim Raw Senior Technician Mason Bros Auto Services Pitt Meadows, B.C.

RIDES

Reader

Bill Robbins of J&W Alignment, in Brampton, ON, and his son Jamie (both licensed technicians) built this 1931 Ford 5-window coupe hot rod over 3-1/2 years. It features a 1963 Chev 409 w 3x2 barrel carbs, 415 HP, 425 ft lbs. torque, 700R4 auto trans, Ford 8.8 posi rear end W/4:11 gears. The heat and AC is vintage. “We drove it 2000 miles this summer to many car shows and cruises,” Bill writes. “It’s a fun car!”

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!

MARCH 2009

CANADIAN TECHNICIAN 7

Supplier News Spectra Premium launches cooling training module online Spectra Premium Industries has added a Cooling System Training Module on its web site at www.spectrapremium.com. This enhanced training module joins the fuel delivery training module, both of which were designed to enhance product and technical knowledge for all levels of automotive technicians and DIY enthusiasts.

First winner announced in Mister Transmission promotion Mister Transmission has announced the very first “Win Your Repair” winner. Paul Ellis (pictured at left) received a cheque for the full amount invoiced from the Mister Transmission franchised location in Newmarket (owner Frank Ragno, at right). The contest is open to all Mister Transmission customers in Canada (except Quebec), who must go to the web site www.mistertransmission.com and complete a simple questionnaire to be entered.

Draws are done randomly each quarter and consumers can win back their invoice total, up to a maximum of $2,000.

Techs can win race trips in Delphi sweepstakes Delphi has launched the Destination Victory Lane Sweepstakes, a national promotion for technicians, giving them a chance to win one of three racing-themed prize trips, and more than a thousand additional prizes. The Destination Victory Lane web site at www.delphi.com/victorylane features Delphi product information and repair tips, as well as sweepstakes details and entry forms. Every time participants log in to the site, they earn additional entries into the grand prize, weekly and instant win sweepstakes. The sweepstakes continues through Oct. 2.

Ottawa student wins Bridgestone photography contest This year’s 2008 Bridgestone Photo Contest grand prize winner is Lisa Beaton, a firstyear student at Algonquin College, in Ottawa. The winning entry by Beaton depicted a snowflake made of tires with the following slogan, “Winter’s coming. Shouldn’t you be prepared?” The Bridgestone Photo Contest challenges student photographers to combine imaginative photography with a strong social message. A record 290 students representing 12 schools from eight provinces submitted 377 photographs.

8 CANADIAN TECHNICIAN

Out

&About

MPs to debate R2R Bill C273 proposes a new relationship between carmakers and independent shops.

A

private member’s bill that would make OE repair information, tools, and training available to independents in the automotive aftermarket is scheduled to be introduced in the House of Commons on March 5.

Brian Masse, the MP for Windsor West in Ontario, has championed his private member’s bill in previous parliamentary sessions but it always died before reaching the floor of the House. This time it was one of the first bills pulled at random at the beginning of this session to be introduced and read for the first time in the House.

“I feel like I won the political lottery,” he told Canadian Technician.

He said the lobbying efforts on R2R will stand the bill in good stead. “Because we’ve been at this for the last year and a half or two years, it’s starting to get the solid ground that’s necessary for a bill to be understood,” he said. “And that’s kind of exciting, because we’re not starting from scratch.”

If the bill gets a favorable vote on March 5, it will go to the Industry Committee – a forum that is generally non-partisan and where he believes it will get a fair hearing.

“We’re not asking for anything for free,” he said. “We’re just looking for a set of rules that can be put in place that respects intellectual property, that respects that you have to purchase for procurement, but that accepts that there needs to be a process for competition. I think it will benefit everyone in the end. There’s enough work to go around still.”

Massey, who is the industry, automotive, and border critic for the NDP, said

the issue is getting more serious for independent shops.

“You cannot continue to have this situation where shops are losing incremental amounts of opportunities to repair vehicles. It is inefficient to have vehicles repaired in one shop and then towed to a dealership just to get a flash download or some kind of minor adjustment so the vehicle can be started,” he said.

“It’s just unacceptable. It’s bad for the environment, it’s bad for consumer protection, it’s bad for our productivity.”

Aftermarket groups like the Canadian Independent Automotive Association and the Automotive Industries Association of Canada have been urging their members to call their MPs and help drum up support for Bill C273.

“Every Member of Parliament must know about this issue and the bill,” said CIAA executive director Art Wilderman in a letter to member shops. “Canadians need your help to make Parlia mentarians aware of the issue and supportive of the bill.”

Scott Smith, manager of government affairs for AIA Canada, said a voluntary agreement would have been preferable to legislation, but negotiations with the carmakers have borne very little fruit.

“We’re not getting the support of government to bring the car companies back to the table, and we’ve decided to support this bill because it has a good chance of actually going somewhere,” he said. “At the very least, it’s going to give us some leverage with the car companies.”

To read Brian Masse’s motion to introduce the bill, go to our web site, www.canadiantechnician.ca.

MARCH 2009

Supplier News Trico names new director of retail sales

Canadian Technician magazine tops aftermarket readership survey

A

third-party survey has found Canadian Technician to be the bestread and most-preferred magazine in the Canadian automotive aftermarket.

The survey, commissioned by Canadian Technician but conducted by Starch Research using a mailing list supplied by Matthew Scott Marketing, found that over 60 per cent of respondents preferred Canadian Technician over two other industry publications.

They were also far more likely to pass the issue along to others in their company, and spend more time reading Canadian Technician than any other aftermarket publication.

Over 500 technicians and shop owners

participated in the survey, which went out by mail to 5,000 people involved in the industry. The survey is considered statistically accurate within a margin of error of plus-or-minus 4.3 per cent, 19 times out of 20. The most stringent controls were applied to the survey to give the most objective results possible.

Ten survey participants, drawn at random, received a $100 Snap-on gift certificate. The top prize of a $2,000 Snap-on gift certificate went to John Ford of Ridgetown, Ont. For details on the “Readership in Perspective” study, contact Canadian Technician publisher Martyn Johns at martyn@canadiantechnician.ca.

Ray Lavender of Snapon Tools of Canada (right) and Martyn Johns of Canadian Technician pull winning names from a draw of respondents to the “Readership in Perspective” survey.

Trico Products has appointed Leslie Cibor as director of retail sales. She brings with her over a decade of automotive aftermarket experiences. Most recently she was retail sales manager for large retail accounts in North America for Federal-Mogul. She’ll be reporting to Brian Norko, vice president of sales and marketing-aftermarket.

Robinair web site offers research tools Robinair, an SPX brand, has launch a newly redesigned web site, www.robinair.com, which offers visitors more intuitive navigation and search functionality, and enhanced tools for researching Robinair-specific product information and industry-related content. In addition to the many improvements, information located on Robinair’s original website remains available via the new address, with existing bookmarks being appropriately redirected..

UltraFit has new director of aftermarket sales UltraFit Manufacturing has announced the appointment of Dan McPherson to the position of director of aftermarket sales for its UltraFit Exhaust Systems brand. In this lead position, Dan will head automotive aftermarket exhaust sales across North America.

He has 20 years’ experience in sales and sales management for companies within the automotive aftermarket industry.

CIAA welcomes new jobber members Gord Olich and the Active Group Inc., of Calgary, Alta., has joined the Canadian Independent Automotive Association (CIAA). Gord has signed up four of his Bumper To Bumper stores in Alberta. Two are in Calgary (managed by Mike McNabb and Blain Ruzycki) one is in Edson (managed by Laurence Tyrell), and one is in Edmonton (Mark Nichols).

Keith Gordon joins Delphi

Curt Gambriel, owner of Precision Automotive Specialties in Waterford, Ont., sent in this shot of a mid-80s Dodge Ram plow truck that came in for a winter check-up. The tech, Martin Whitehead, lifted it to look underneath and found this glaring problem.

“Actually, the owner knew that it was an issue. He had installed the C-clamp just to get it to the shop (a 10-km drive) and didn't tell us right away,” says Curt.“He just asked us to check it over to see how long it would take us to find it. Funny guy!”

Keith Gordon has joined Delphi as district sales manager for the Ontario and Atlantic Canada aftermarket. Gordon spent the past 14 years in the automotive aftermarket at Specialty Sales & Marketing in Mississauga, Ont. He’s a past chairman of the Central Ontario division for the Automotive Industries Association of Canada, and is a member of the AIA’s Young Executive Council.

Have an interesting picture to share?

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

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

MARCH 2009

CANADIAN TECHNICIAN 9

No matter where the vehicle is designed, engineered or manufactured, WIX® more than likely has an oil, air, fuel or cabin filter for it. And not just any filter, one that continues to break typical aftermarket stereotypes for fit, form and function. In this great big world of foreign nameplate products, WIX means quality in any language.

See the WIX distributor nearest you or visit wixfilters.com.

WIX FILTRATION PRODUCTS - 1035 Industrial Road, Ayr, Ontario N0B 1E0 - 519.622.4545 A member of the Affinia family of brands: AIMCO • BrakePro • McQuay-Norris • Nakata • Raybestos • Spicer • WIX

Service Notes

It’s a digital world Operating without a computer? It won’t be possible for much longer!

By Allan Janssen I spoke the other day to a guy who described himself as “an old-fashioned mechanic.” He operates without a computer in the shop.

“No computer?” I asked, thinking maybe he just meant he doesn’t have access to the Internet.

“Nope,” he said. “I believe in a pad and a pencil and an adding machine.”

Wow. His reasoning was that computers make shops vulnerable to power surges, outages, glitches, and scam artists. I was about to argue with him, try to drag him into the 21st century, but it quickly became apparent that he’s winding down his career and his business. He’s semi-retired and slowing down. I get it.

He’s off the track.

But it made me think about how absolutely impossible it would be to run a top-notch shop these days without a computer. Never mind all the management software that’s available, the Internet is indispensible as a source of information.

I suppose the most intimidating thing about it is that it’s constantly evolving. It requires a certain flexibility to stay current.

Look at iATN, for example. Probably the first and best example of technicians

using new media to get better at their jobs. It has grown into an incredible community… and its latest product offering is the iATN Review, a quarterly newsletter in which the most interesting threads and debates are summarized. It will be emailed to interested technicians around the world.

It’s an example of using the tremendous power of the Internet to assist business. One example out of thousands.

It’s already out there helping consumers. Most recently, a California-based company has developed a new iPhone application that puts the features of its RepairPal.com website into the hands of cell phone users. Namely, they’ll be able to get roadside assistance, find recommended service facilities, and get repair estimates from independent shops, and make appointments. It also provides consumers with a centralized online location where repair and maintenance records can be maintained for the entire ownership cycle of their vehicles. Emails remind them of an upcoming oil change or scheduled service. And it’s all free of charge!

The world’s changing, my friends.

This week alone, I participated in two different “webinars,” a virtual press conference, and a virtual Changes at Canadian Technician lecture for an online course I’m taking. All of these allowed me You’ll notice a new face on our editorial to stay in my office – increasing page. We’re pleased to welcome David my productivity.

Menzies as the new editor of Canadian On the downside, I didn’t get Technician. He’s a graduate of Ryerson to meet anybody while I was University’s School of Journalism, and has doing these things – no technispent many years at trade magazines as cians, no other journalists, no well as freelancing for consumer publicafellow students. And in tions. He takes over for Claire Newman, who September when the annual has chosen to pursue other opportunities.

Aftermarket eForum is held, I

MARCH 2009

won’t have any good discussions with other delegates because the whole thing is being held on the Internet. It’s a virtual conference this year. No travel, no hotels, no restaurants… and, consequently, no networking.

That’s one of the downsides to this new world. Lack of human interaction. I still believe a personal visit is better than a phone call, a phone call is better than an e-mail, and an e-mail is better than a tweet on Twitter. But I guess the advantages outweigh the drawbacks, because plenty of aftermarket companies continue to develop new plans to use the web for a variety of initiatives, including increased training.

I spent 30 minutes this week learning about infection control in the workplace on Deb Canada’s web site. Apparently the common cold that keep employees away from work costs companies about $230 per employee per year. The cost of absenteeism, however, is only about a third of the cost of “presenteeism” when sick employees come to work and infect others. (So maybe there’s something to be said for reducing human interaction!)

With every new training course, reference tool, or killer ap, that old-fashioned mechanic is getting left farther and farther behind.

In 10 years, computers will be so integrated into your business that to try to operate without them would be unthinkable.

By then all the old-fashioned mechanics will have sold their tools and bought a winter home down south.

You can reach me at ajanssen@canadiantechnician.ca, or call 416 / 614-5814

CANADIAN TECHNICIAN 11

an ’s i E d U a n Can hnicia ISS ’ c S e T R

Contribute to Canadian Technician...

E D A E R

For more information visit

www.ridgid.com

...and win this diagnostic camera!

In June we’ll publish the first ever Readers’ Issue, with articles and features submitted by readers. Everyone who submits something gets a thank-you gift, and their name will go into the hopper for the grand prize, a Rigid microEXPLORER diagnostic camera.

Here’s what we’re looking for: ■ News items ■ Humorous stories ■ Tips and hints

■ Management ideas ■ Technical articles ■ Letters to the Editor

Put your stamp on Canadian Technician, the only magazine ABOUT technicians, FOR technicians, and, in June, BY technicians! *Submission deadline: April 15, 2009. Please include your name, address (with province and postal code), shop name, and daytime phone number. *All submissions become property of Canadian Technician.

■ Opinion columns ■ Photos and illustrations

Mail to: Canadian Technician Readers’ Issue 451 Attwell Drive, Toronto, ON, M9W 5C4 E-mail your submission to: ajanssen@canadiantechnician.ca

MANAGEMENT

S.O.S. It’s all

RELATIVE

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.

Brian faces a big decision in his new shop… should he hire his brother?

ce e servi n at th a i r B t days withou ood old nd here g the g op arou n h i s s s t : i tle n y m e l i r l own l t diffe may be Dear Ke ing his a whole hink he v t a e h k I i s l s of , ’ m e s t’ pitfall iss hi tion! H Well, i as we m out the e opera b l h a o c h u e w m m e s g s to h ut a n askin ho want e for t desk. B e’s bee ician w ponsibl H n s h e . c r n e w t t o ’ wasn , is a ring. on his when he Patrick overbea t he’s ind of now tha rother, k b l n l r e a e e c d b l orn. o always wake up ian’s t es. His D.D. Br trick’s . a relativ A P h h s t t i i g i w ledglin nosed w trouble working t his f en diag r e im. The u b h h y r o l o t t f rk s recen ’t want come wo and he’ e doesn temper , but h t a u o t o r g e He’s broth lp his s to he He want s? thought s. Any s e n i s u b - Erol

Dear Erol: Yeah, that’s a tough one for Brian.

Christmas dinners will be a little awkward if he doesn’t get this right!

Hiring relatives can be a minefield, no question about it. I know many shop owners who have worked with relatives. Lots of shop owners who took over from their dads spent some time working with them – and it’s not always easy, that’s for sure.

Working with brothers and sisters can be even tougher because the lines of authority aren’t as well drawn. No one likes to be bossed around by their sibling – particularly younger ones. In our management groups we have several shop owners who MARCH 2009

work with in-laws (they sometimes call them ‘outlaws’.) And of course there are thousands of shop owners who work with their spouses. Over the years, I’ve witnessed the best and the worst of these complex arrangements.

For some, the arrangement seems to work really well. I have quizzed many of our group members on how they make it work, and the typical response is that it takes a lot of effort. It’s an intentional choice. You’ve got to be focused on making it work. And often it comes down to drawing a clear distinction between your business relationship and your family relationship.

Here are the top things I’ve observed about working with relatives.

#1. Home is home and business is business.

Once you get home, you’ve got to leave your business concerns at the door. It’s out of bounds to talk about any business issues.

Period. This needs to be a hard-and-fast rule, especially if you’re working with your spouse. You need to have a life outside of the shop that is free of business worries.

Take this same attitude to family functions where you’ll see other relatives with whom you work. Leave the shop out of your conversations. It doesn’t belong at home.

CANADIAN TECHNICIAN 13

Larry Dickison

#2. No special pay structure for family.

Compensation needs to be the same for relatives as it is for any other employee.

Base salaries on the same metrics.

Evaluate every employee the same way, using the Motivation, Abilities, Skills and Knowledge (M.A.S.K.) formula. This can be a difficult rule, because it’s quite common for relatives to think they should get paid a little extra. If they ever say as much, put them on the spot and ask them why they would expect that. For the sake of your business, pay everyone fairly.

Don’t give away shop profits just because someone is related to you.

#3. No special rules for family.

Relatives who work at the business should be treated the same as everyone else. Not worse, and not better. Playing favorites, even if they’re family members, robs other employees of their motivation to do a good job. They’ll think that their work is not appreciated, or that their dedication is not rewarded. Encourage everyone on your staff in the same way. Coach them all the same way. Evaluate the same way. And correct the same way. Let everyone know that the ground is level.

#4. Have an objective hiring process.

Obtain resumes, have them fill in applications, scrutinize them, and compare them with other applicants. I have been reading a really neat book by Bill Hybels called Axiom (ISBN 978-0-310-27236-6). While it 14 CANADIAN TECHNICIAN

is written from his perspective as the pastor of a huge church in Chicago, I have learned several key leadership principles, including about hiring. He says evaluating prospective employees hinges on character, competence and chemistry – the three Cs of hiring.

Notice that character comes first – even ahead of competency. Initially I was surprised by this, but having looked back at the many people I have hired over the years, the most successful were the ones whose character fit my business.

Character can be described as how you behave when no one is looking.

I once had a technician who was definitely competent. He rarely had come backs and he averaged 121% efficiency.

His downfall was his character. He talked behind my back and complained to other team members about my management ability. He sniped and gossiped.

He was self centered and often inconsiderate of others. He set the radio to his favorite station and played music so loud that it disturbed the other techs. I actually had to create a rule that everyone gets a turn to choose the radio station for a week. How silly things can get! As a result of his shenanigans, there was absolutely no chemistry between him and the other techs. Get rid of him, right?

But he was an earner!

When another tech finally approached me and said, “Either he goes or I go,” I knew I had to act. It was hard to let him go, because he made a lot of money for us. But competency was trumped by

character and chemistry. When he was gone, the whole team pulled together.

Not only was it a better working environment, but we actually made more money without him.

Now imagine how much harder this situation would have been if the problem tech were also my brother, or my nephew, or my son! Clearly the right thing to do was to get rid of him, but when it involves a family member, that is the toughest decision to make.

I know a guy who fired his brother and mother on the same day. Talk about a heart-wrenching decision! But it was the only thing to do for the sake of the business.

I’m certainly not saying that working with family is impossible. Not at all. But you have to go into it with your eyes open.

If there’s a place for them in the operation, if they fit in well, if they can do the job, if they don’t expect favoritism, you’ll be fine. In fact, I think it’s especially rewarding running a successful business with family.

I wish Brian great success in his new business. Hopefully he comes to the right decision about hiring his brother.

And I wish you well without having Brian in the shop. Remember, Kim is probably trying to establish herself as the new service manager. Don’t make her live in Brian’s shadow. She sounds like a great employee. Don’t forget to support and encourage her.

Well, Erol. I’m going to get out of here.

Now that Lost is back on TV, I’m going to put my feet up, forget about the shop for a while, and figure out what’s happening on the island!

Remember, 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.

MARCH 2009

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We’re all in the same boat – let’s work together to get to safer shores.

By Bob Greenwood

ROWING together

B

y now most shop owners and jobbers must have recognized that the business environment has changed dramatically. In this economic crisis, it’s time to put aside petty differences and learn to work together for our mutual benefit.

Now, more than ever, a shop requires a competent jobber who knows how an auto service facility must be operated and measured in order to ensure that it is profitable. At the same time, a jobber needs to sell parts in sufficient volume, and with timely payment, to shops who understand how to move their businesses forward.

Each has a clear responsibility to ensure the success of their own operation.

16 CANADIAN TECHNICIAN

Jobbers Jobbers must slow down and recognize who their shop clients are, and how to enhance those businesses.

Defining a shop client is pretty straight forward these days. A client is one who calls them first whenever they need parts.

A client is a one that pays their account in full each month. A client is one with whose owner and staff the jobber has a positive business relationship. A client is one whose owner understands the reciprocal nature of their relationship, and the importance of working together in these trying times.

Jobbers must ask their clients “How can I help you in your business?” In most cases the first answer should be “Get me

the right part fast.” This means the jobber has to stock properly to ensure the inventory is on hand for the shop.

Jobbers must stop dealing with shop owners whose first and only question is, “Can I get a cheaper price?” It’s time to recognize that those shops are most likely under severe financial stress. Those shop owners don’t get it. Those owners believe their money is made through better parts pricing, not through shop productivity.

Those owners don’t know the important numbers in the business, nor how they’re measured, nor what they mean to the bottom line.

Jobbers must adjust their internal business processes to address the unique challenges of today’s economic reality.

MARCH 2009

They need to keep these cash-strapped shops on a very tight leash. When monthly bills are not paid, they need to move instantly to weekly billing. If weekly payment is missed, then instant COD status must be implemented. This is the new reality. Cash is king. The jobber needs cash to survive, as margins are becoming tighter each year and operating expenses rising. One shop going down can wipe out the profitability of a jobber for months or even a year. No jobber can survive with losses month over month. Jobbers are not banks. It also must be recognized that “no sale is worth making if it cannot be collected.” Too many jobbers are focused on sales for the sake of making a sale, rather than using good business common sense.

Jobbers must also work with shops to seek out the right technical and business training required. Training must be paid in full by the shops. Subsidizing training courses on behalf of a shop in order to earn their parts business just doesn’t cut it these days. It’s the same as marketing your business on price. You attract only price-conscience people. Training courses take time and effort to put together. That should be recognized as the jobber’s contribution to the relationship. The shop owner must recognize training represents an investment in the business. And they needn’t be worried about getting poor value for their money. The best courses will always come with a money-back guarantee.

Jobbers must aggressively move to reformat their businesses, addressing the above issues with shop owners in order to get through 2009 and 2010.

Shop Owners It’s critical that the shop culture creates a “team environment” operating on behalf of the shop’s clients. The new economic reality is made clear when people in your market area are being laid off. Cash dries up and uncertainty settles into the mar-

MARCH 2009

The sharpest business owners will recognize today’s opportunities and reap the rewards.

ketplace. But the vehicles are still moving out there – though perhaps racking up fewer kilometers. Every employee must take their responsibility seriously and pull their weight. Shop management must communicate clearly to all staff, address the concerns that are out there, and explain how the shop will move forward in challenging times. If the staff is left in the dark, don’t expect cooperation.

Shops don’t “sell” to the customer any more. The shop is “hired” by the customer for advice and counsel on how to keep the vehicle reliable and safe. Given this new fact, average sales per invoice may turn out to be lower this year than over the past two years. This is not necessarily a bad thing. This gives the shop the opportunity to secure the trust, confidence, and loyalty of their customers. It does, however, involve an adjustment in front-counter processes.

Above all, shops must be measured properly these days, in order to track the changing environment and react appropriately. The key metrics must be monitored closely: • Gross profit dollars required each day to break even • Average billed hours per invoice • Average billed hours per month compared to previous year • Shop efficiency measured against total shop potential • Balance sheet measurement • Net income per invoice (per transaction).

These must be clearly measured daily, weekly, and monthly to ensure the business is still healthy and is successfully adjusting to the current economic reality.

This is management’s responsibility.

Work with your jobber to ensure a winwin strategy is put into place. Progressive shops know very well the stress and bottom-line damage that can be done when a good jobber is lost because they were dealing with incompetent shops.

It’s time to sit down with your first-call jobber and communicate your concerns about the next 12 months, and your ideas on how the relationship can be improved.

What are you looking for from your jobber? Don’t focus on price. Focus on the value your jobber can deliver. Obviously you want a fair price from your jobber, but enhanced value will add thousands of dollars to your bottom line in the course of a year. This relationship will reduce shop stress, which in turn allows the shop to focus on the customers coming through the door.

No doubt 2009 will be a year of transition for many shops and jobbers. It will be a huge year for change. It will be a year where shop owners and jobbers will redefine how they go to market and what value they can add to the equation.

Neither shop owner nor jobber can discount themselves back into prosperity.

The math just doesn’t work.

Opportunity is staring at us right now.

The sharpest business owners will recognize this and reap the rewards.

I firmly believe the aftermarket is finally coming into a more professional way of conducting itself. We can thank this changing economic climate for waking us all up.

Now, let’s all get rowing!

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.

CANADIAN TECHNICIAN 17

By Allan Janssen

benefit from the same kind of relationship we have?” Most people will be flattered to be asked, and they’ll either give you some names of friends and neighbors, or they’ll promise to contact them for you. Either way, you win.

2. Develop a good referral program

10 WAYS to grow your oil-change business

F

or many shops, the basic oil change represents the cornerstone of their preventive maintenance program.

It’s what keeps people coming back every three months or 5,000 kilometers.

And of course the premium service includes a complete vehicle inspection, which drives the rest of the maintenance work.

So a good list of oil-change customers is money in the bank for any shop… but how do you grow that list? That’s what it’s all about, isn’t it? Growing your list of regular customers, and offering them the service that keeps them loyal?

Here’s a dozen good ideas, culled from 18 CANADIAN TECHNICIAN

conversations with shop owners across the country.

1. Ask your customers Everybody talks about the value of wordof-mouth advertising… but few actually solicit it from their best customers. They hope it will happen organically – and sometimes it does. But it doesn’t hurt to prime the pump a bit. If you’ve never asked your best customers for referrals, you’re missing a great opportunity. The request goes a little like this: “I really enjoy dealing with you, and I want to grow my business through customers like you. Do you know anyone who would

If you don’t want to ask overtly, set up an incentive program which has the same effect. Ask new customers how they learned about you, and if it was through an existing customer, come up with a thank you gift for that customer. Once you’ve got the details ironed out, let everyone know about it at the counter. Some reward programs are extremely generous and are based on the amount of new business generated. But even little perks can make a big impression on people.

3. Partner well If you’re in a retail area, you may be able to partner with local businesses to build your client list and make your customer’s day a little better. One shop offers customers a coupon for a bowl of soup at the restaurant next door. It’s a win-win for both businesses. You can do the same with bookstores, or hair salons, or spas.

Look around your neighborhood and figure out how your customers can “kill two birds with one stone” when they visit you.

4. Offer gift cards This is different from coupons. We’re talking about professional-looking certificates which your customers can use as an innovative way to treat the people in their lives. Your best customers – the ones who really love your service – will be thrilled to be able to give quirky, somewhat offbeat auto-related gifts for Christmas and birthdays. Have fun with it.

5. Improve your image We’re talking about your brand here.

Everything you do needs to line-up with MARCH 2009

the impression you’re trying to make on consumers. Obviously this starts with your premises, both inside and out. Make sure the public areas of your building are clean, bright, and comfortable. Outside, use signage and landscaping that improve your curbside appeal. But it extends to everything from business cards, to uniforms, to company vehicles. In everything you do, stick closely to the image you want to project. Consumers are drawn to companies with a strong sense of identity and purpose.

6. Go digital Do you have a website which allows people to learn more about you? Can people make appointments online? Can they check their maintenance record or the status of their repair from home or work?

There are plenty of features that a corporate website can have – and people are starting to expect them. If nothing else, your own site lets people get basic information like your hours of operation, your price structure, your services and products. It also gives you a chance to blow your horn a bit by profiling your star technicians, and highlighting positive customer feedback. This doesn’t have to cost a lot of money, but it is increasingly important in today’s marketplace.

7. Be the expert Become a source for the local newspaper, radio stations, and TV channel for automotive-related items. It might take some time, but offering your services to journalists never hurts. And if you can write a column for the paper, or be a guest on a show, you’ll increase your credibility factor dramatically. Ultimately, you want to convey to people that you understand oil.

You know which brands are right for their car, and why. Be able to prove to those who think oil is oil that there’s more to it than that, and that it makes sense to go to a professional who is taking all of it into consideration. Your staff needs to know how to answer questions effectively too.

Develop a list of FAQs and run through them with your staff so they can answer them when they’re posed.

8. Advertise effectively In troubled times many tend to reduce their advertising spend. There’s a strong MARCH 2009

argument to be made that when the economy is rough, it makes more sense to advertise. The old rule-of-thumb was to spend between 2 and 5 per cent of revenue on advertising, but more and more companies are making ad decisions strictly on ROI. In a small marketplace it will take less money to have an impact on consumer habits. In a big marketplace it will take much more just to move the needle.

Look at your options. Outdoor, television, radio, newspapers, yellow pages… Don’t take anything for granted. Evaluate each carefully. Many think yellow pages are dead. If so, what’s taken its place? Should you be advertising on the web? Can your name pop up when someone Googles ‘auto repair’ in your area? Whatever you do, be creative. Be unique. Try something new. Separate yourself from the crowd.

Above all, don’t forget the ‘call to action.’

Give people a reason to act right away.

9. Don’t overlook fleet opportunities Most large companies are required to put their repair and maintenance business up for tender on a regular basis. Work with your staff to devise a service program that makes sense for you and is irresistible to a bottom-line-oriented company. Keep your eyes open as you drive around town to see what opportunities are out there.

10. Reach out to demographic groups Create strategies to spread your message to groups with whom you have a genuine connection. It may be ethnic, religious, or social in nature, but proceed carefully so as not to look opportunistic. It’s best if you belong to that group personally. You know where they hang out and what they view as important. You can cater to their specific needs and interests. You can even open your shop to special events that will introduce your business to potential customers.

“Thinking outside the box” is a tired expression, but shop owners who manage to do it are rewarded with growing customer lists.

Oil changes are a basic service which most people understand. Find the right way to present yourself as the best solution to their car maintenance problem.

CANADIAN TECHNICIAN 19

The Great Escape

When refrigerant escapes from a mobile AC system, trouble is not far down the road. Here’s a recap of the best ways to find those pesky leaks – and put a stop to them! By Todd Huggard

R

efrigerant leaks are by far the most common cause of climate-control complaints.

Air conditioning systems that lose charge over time are not only aggravating and expensive for the customer, and harmful to the environment (R134A is a green house gas), but they’re also the number-one reason for AC-related comebacks.

Refrigerant leaks can also have a destructive effect on the system itself.

Low refrigerant charges caused by leaks can eventually lead to compressor failure.

The lubricating oil is carried through the system by the refrigerant. As refrigerant level drops, the compressor becomes starved for lubrication. Failure is not far away if proper refrigerant levels are not restored.

So how do you find these pesky refrig20 CANADIAN TECHNICIAN

erant leaks? There are four primary methods of leak detection currently in use. They involve the use of dry nitrogen to pressure test the system, ultraviolet (UV) lights and fluorescent dyes to see the leaks, ultrasonic detectors to hear the leaks, and electronic detectors or ‘sniffers’ to smell them.

Nitrogen Pressure testing with nitrogen is very effective for a few reasons. For starters, nitrogen is inert, meaning it will not react with refrigerants and oils in AC systems.

Nitrogen is also non-toxic and non-flammable, so it can safely be vented or released into the atmosphere. In fact, nitrogen constitutes approximately 78 per cent of the air we breathe. And, unlike shop air, nitrogen is dry so it will not introduce unwanted moisture into the system under service.

The typical nitrogen-testing setup includes a tank, a regulator with gauges, and fittings to adapt the nitrogen setup for AC use. A standard AC manifold gauge set, connected to the nitrogen tank regulator, is also recommended.

Connect the nitrogen supply to the center fitting of the manifold. Keep the low side closed as high pressures can damage the gauge. You’ll be using the high side to introduce nitrogen into the system. The reason for using a manifold gauge set is so that you can rely on the increased accuracy of the high-side gauge as opposed to having to use the gauge on the nitrogen regulator that may not be as accurate.

After initial pre checks and verifying that the system is indeed low, recover the remaining refrigerant with your AC service equipment. Now you’re ready to introduce nitrogen into the system.

MARCH 2009

Watch your pressure!

When using nitrogen for leak detection never exceed 200 psi. This cannot be stressed enough. High-side components in the system routinely endure pressures upwards of 200 psi but low-side components never see those kind of pressures in operation. Use too much pressure and you could cause a leak, damage the vehicle, or cause personal injury. Static pressures on a system sitting in the hot sun after having run can get very high indeed, but nevertheless, do not use more than 200 psi for leak-detection purposes.

Connect your nitrogen setup to the high-side service port on the vehicle.

Ensure that the low side of your manifold gauge set is turned off. Make sure that the nitrogen regulator is set to 150 to 200 psi.

Now, introduce that exact amount of pressure to the system under test. This is important, as you need to establish a baseline pressure so you can accurately observe any pressure drop.

Once you have pressurized the system, record the pressure on your high-side manifold gauge. If you hear a leak or notice an abrupt pressure decrease, locate the leak using a spray solution on all exposed fittings, hoses, and components, and then watch for bubbles to appear.

Many techs get unsatisfactory results using soap and water solutions when searching for leaks. This is not surprising.

It’s a much better practice to use a highquality commercial leak-detection fluid.

These fluids don’t evaporate or run off easily and will increase your chances of success when chasing that elusive leak.

Once you’ve found the leak, repair it and repeat the test.

An important point to remember here is that just because you found a large leak right off the bat, don’t just assume that’s the only one in the system. Always verify that you have found and repaired all the leaks before you return the vehicle to the customer. If you do not immediately detect a leak, leave the nitrogen equipment attached for at least two hours (or even longer for larger capacity systems). If you observe no further pressure loss, you can confidently conclude that no more leaks are present. If pressure loss is indicated, you’ll have to use your spray solution again to determine the leak source.

Probably the nicest thing about nitroMARCH 2009

gen is that you can easily qualify a system you have repaired as being leak free, simply by hooking it up and going away to do something else. If there’s no pressure drop after a couple of hours, you can feel reasonably certain that you’re returning a leak-free system to your customer.

The drawback of using nitrogen, however, is that finding the leaks can be tougher. It’s impossible to effectively spray and visually inspect every inch of

the system. Much of the system is hidden (evaporators, for example). And on some components, like compressor shaft seals, the spray and check method just doesn’t work very well.

If the spray solution is not revealing those stubborn little leaks, it may be time to try another leak-detection method.

UV lights and dyes In their war on AC system leaks, ultraviolet light and fluorescent dyes can be effective tools to find even the tiniest leaks. They’re so commonly used, in fact, that a number of manufacturers now add dye to systems right at the assembly plant. Be aware, however, that some car manufacturers do not recommend the use of dyes in their systems. Before you get going, make sure the car you’re working on can handle it.

On the plus side, UV leak detection is very simple in theory and operation. Inject a little dye into the system, run it for a while, and then shine a light on it to see where the problem lies. It is by no means a failsafe system, however. Sometimes the leaks just don’t reveal themselves like they’re supposed to. So what went wrong?

Well, here are a few possibilities.

Some shops love to add dye to a faulty AC system and then let the customer drive around for a day or two before returning for the leak inspection. But modern PAG oils are very hygroscopic

compared to their mineral predecessors, and they’re more easily washed away by rain, slush, and car washes. If the oil is washed away, the dye is washed away.

Even if the dye is still present in the system, leaks can be difficult to locate if the light you’re using doesn’t emit enough UV light to make the dye glow (or fluoresce).

Many lights are simply not up to the task when it comes to emitting UV rays.

Ultraviolet light is invisible, so if you’re using a light that appears very bright, it’s probably not providing enough UV light to enable you to see those leaks. Remember, when it comes to finding good UV lights, brighter is not better.

To ensure that your light emits good levels of true UV light, shine it on a shop towel that has a little dye on it. The dye should look like it’s lit up. If it doesn’t glow, your light is simply not up to the task.

Some lights are designed to be used with yellow safety style goggles. And some manufacturers are very specific on what dyes are to be used with their equipment.

The goggles are intended to enhance your dye viewing experience as well as provide protection from UV rays. Use them.

If you’re still not getting great results, the lighting in your shop may be too bright. Overhead lights create a lot of light pollution that can interfere with UV leak detection. If you turn a few of the closest shop lights off, your UV leak detection success will likely improve.

Finally, if a little dye is good, a lot would be better, right? Wrong. When a leaker comes in, it’s good practice to remove one of the plastic AC service port caps and shine your UV light at the fitting.

If it glows, this means dye has been added previously or it was already added at the factory. Adding too much dye to a system can actually mask your results, not to mention that overloading with dye can cause lubrication problems in the system.

Most dye manufacturers recommend a quarter ounce, not more.

Despite the potential complications, when this leak-detection system works the way it’s supposed to, it’s amazingly effective. There are also several manufacturers that sell borescopes with UV lights that are just the ticket for looking at that suspect evaporator, or any other component that is not easily accessible.

CANADIAN TECHNICIAN 21

Ultrasonic leak detectors Another leak-detection tool is an ultrasonic detector. When refrigerant under pressure leaks from a system, it makes a highfrequency noise, upward of 40khz and well beyond the range of human hearing. An ultrasonic leak detector is capable of ‘hearing’ this noise. When it encounters a noise in this frequency range, it signals with an audible sound or a light (or both).

This type of device is very powerful when used in conjunction with nitrogen.

Simply using it alone on a partially charged system under static pressure (typically 50100 psi) is not as effective as deploying it on a 200 psi charge of nitrogen.

The only drawback to this type of detector is its inability to access buried components and the fact that you must go over the system carefully. Sound is directional.

The detector could miss it if you approach it from the wrong angle, so you must be careful to go slowly over every area to accurately find leaks.

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Our training programs and learning environment will make you an outstanding player.

Remember, this device reacts to the sound, it makes no difference what type of gas is leaking. So you can use it for many other applications. There are many imaginative things you can do with it.

Electronic leak detectors These type of detectors are probably the most commonly used and it’s probably fair to say you either love them or you hate them.

For the most part, they’re very reliable but they require care and maintenance.

Calibrations and batteries are some of the things that periodically require attention.

One of the most important aspects when purchasing one is making sure it complies with SAE standard J1627. Without going into too much detail, this ensures that your detector is capable of sniffing out the smallest of leaks.

If you encounter an empty system, it may still have enough trace amounts of refrigerant to be detected. Charge the system with nitrogen and then depress one of the schrader valves while taking a sniff with your device. If it detects refrigerant, continue to leak check.

Never leak check with the engine running. Not only does it make the job tougher, but more dangerous. Plus, it’s tough on detector probe tips if they meet with moving objects! Instead, run the system on max AC for a while. If the vehicle has a mechanical fan, restrict the front of the rad to decrease airflow, or if it has an electrical fan disconnect the fan. This will bring the system high-side pressure up.

Shut the vehicle off and quickly check around your high-side components while the pressures are equalizing.

Do not check evaporators by sticking your detector probe in one of the vents while the fan is running. Instead, while the vehicle is off, probe through the evaporator (condensate) drain tube or remove the blower resistor and check through there.

Be patient We’re passionate about cars

Atlantic provinces Eastern Automotive. Warehousing David M. Vaughan. frontline@automachinery.ca

Québec - Ontario Vast-Auto Distribution Mauro Cifelli mcifelli@vastauto.com

22 CANADIAN TECHNICIAN

Northern Ontario Maslack Supply Limited Pino Vocaturo pinov@maslack.com

Manitoba Piston Ring Service Supply John Tennant jot@pistonringservice.com

Saskatchewan Auto Electric Service Bob Jaworski bob@autoelectricservice.com

Alberta Central Auto Parts Dist. LTD Darrell Scrivens darrell@centralautoparts.ca

Refrigerant leak detection can be time consuming, and sometimes frustrating, but with the right tool and enough patience, even the smallest leaks will reveal themselves. From there, it’s just a matter of fixing the leak, testing the system, and getting the car back out on the road.

MARCH 2009

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Tracer Products says its new heavy duty leak detection kit makes it easy for truck technicians to find all air-conditioning and fluid leaks the first time. The TP-8697HD kit features the Optimax 3000 super-high-intensity leak-detection flashlight that’s said to be 15 times brighter than standard LED lamps. Its power is comparable to super-high intensity 150W lamps and it has an inspection range of up to 20 ft (6.1 m). Powered by a rechargeable NiMH battery, the unit has a 50,000-hour service life. Also included in the kit are an EZ-Ject AC dye injector with hose and couplers, two EZ-Ject universal AC dye cartridges with co-solvent-free Fluoro-Lite dye (each half-ounce cartridge can service up to 14 vehicles), an 8-oz bottle of Dye-Lite All-In-One concentrated oil dye that services up to 16 vehicles, an 8-oz bottle of DyeLite coolant dye that services up to 8 vehicles, and fluorescenceenhancing glasses. Everything is stored in a sturdy plastic carrying case. www.tracerproducts.com

E ™ DE

S

DETECTION.COM Made In The USA 714 451-1411 • 877 55-SMOKE • www.RedlineDetection.com

Restrictions apply to guarantee. Contact Redline Detection for details.

MARCH 2009

CANADIAN TECHNICIAN 23

Bleeding tool Cardone has unveiled its new Master Cylinder Bench Bleeder – a new tool designed to cut bench bleeding time in half.

Described as a more effective way to purge the system of unwanted air, Cardone says its Master Cylinder Bench Bleeder allows technicians to move more vehicles through the shop with fewer comebacks. www.cardone.com

CRM program

Lead your team to a better future.

CARSability helps you determine the skills your employees excel in and what training they need to perform at an optimal level. s Pinpoints the best training options to address skills gaps s Effective as a screening tool to select the best applicants s Online and easy-to-use

www.carsability.ca

CARS OnDemand provides employers and employees hundreds of online training programs, when and where they want them. s Featuring a mix of technical and business programs s Offering two hour, full motion video lessons set in real shop environments s Supplementary training materials enhance the learning experience

www.cars-council.ca Developed by the industry, for the industry. /SBOURNE 2D #OURTICE /. #ANADA , % 2 s Funded by the Government of Canada’s Sector Council Program.

24 CANADIAN TECHNICIAN

Mitchell 1’s new Canadian Customer Retention Marketing (CRM) program integrates seamlessly with over 50 different shop management systems to help automotive service providers turn first-time customers into loyal, profitable customers that repeatedly come back for all of their maintenance needs. Developed as a means for shop owners to optimize their valuable customer databases, the CRM program pulls service-specific recommendations directly from a shop management system’s database. Reminders are sent to customers as their vehicles come up for recurring maintenance. The cards also include shopdefined coupons to reward customer loyalty. www.mitchell1.com.

Hybrid oil cartridge UView has introduced a new Hybrid Oil Cartridge, in response to the increased popularity of hybrid vehicles.

The air conditioning systems on these vehicles require specific AC compressor oils and installation procedures.

According to UView, hybrid vehicle manufacturers are very nervous of introducing moisture to these systems because hybrid vehicles have special sensors that shut the vehicle down should they detect a short circuit. As well, there is a risk to technicians who could get an electrical shock should there be too much moisture in the system. Because of these concerns, a major OEM consulted with UView to develop a package and methodology that would prevent moisture from being introduced during service. UView’s new Hybrid Oil Cartridge is a direct result of that effort. www.uview.com

Product catalog Firestone Industrial Products has released its 2009 Air Helper Springs Catalog, detailing new products and accessories available for today’s cars, trucks, SUVs, vans, motor homes and RVs. The 36-page color catalog features a new “Application Guide by Kit� – a reverse parts lookup of the top 25 Ride-Rite, Sport-Rite and Level-Rite kits, as well as the top 10 Coil-Rite kits, along with the vehicles they’re designed to fit. There’s also a complete application guide to allow dealers to quickly search parts by vehicle make and model. Detailed descriptions of Firestone’s air helper springs kits, which work to help level your vehicle, maximize load capacity and improve a vehicle’s ride, are included in the literature.. www.ride-rite.com

MARCH 2009

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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

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GET YOUR FREE SUBSCRIPTION – FILL IN THIS CARD! ❏ Yes, please send (continue to send) CANADIAN TECHNICIAN magazine – FREE! ❏ No... do not send CANADIAN TECHNICIAN magazine to me.

Signature

Date

Please Fax Back To:

416/614-8861 or mail to

Name: Company Name: Company Address: City:

Province:

Telephone:

Fax:

Postal Code:

IMPORTANT!

You must answer all questions

e-mail:

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

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

6. ❑ 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.

❏

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

March 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

MARCH 2009

Penetrating oil Federal Process Corporation says its Free All Deep Penetrating Oil is now available in a new “Bullet” style can that features a solid grip design to prevent slippage. It also includes a special straw-style applicator. Free All utilizes a proven silicone-free formula that dissolves rust and corrosion, and prevents the need for torching, drilling, hammering and chiseling to free virtually any frozen fastener or part. www.FreeAllOil.com

Jack stand

intake gaskets, cracked blocks and freeze plugs. It is compatible with all types of antifreeze, including conventional green or blue (silicate-based) and extended life (red/orange) or yellow (OAT/HOAT). The product also can be used in cooling systems containing only water. Rislone Head Gasket Fix works on aluminum and cast iron heads and engine blocks. www.rislone.ca

Catalytic converters Bosal now has expanded coverage with its growing manifold catalytic converter line to over 37 SKUs for popular domestic and

import cars, SUVs, vans, and light trucks from 1982 to 2006. The converters are designed to meet or exceed OE specifications for fit, form, and function, and come complete with all installation hardware. They feature heavier gauge stainless steel construction with seam welded design, a ribbed body for structural stability and durability, smooth flowing inlet/outlet joints, and a monolithic honeycomb catalyst for maximum flow. www.bosalna.com

Mohawk Lifts has announced the certification of its low, medium, and full height Mobile Jacks Stands, which have been ETL

certified to pass ANSI/PALD standards.

Mohawk’s jack stands are PALD certified to meet the one and only National Safety Standard for garage lifts. They are available in adjustable heights of 47-72”, 30-47” and 1830”. All Mohawk Jack Stands come in either 18,000 or 24,000 lb capacities and are available with rubber topped flat pads or Ushaped axle engaging heads. All offer an additional 7” of fine thread adjustment. www.mohawklifts.com

Head gasket repair Rislone has introduced Head Gasket Fix, described as the first chemical solution to permanently repair head gasket and other major cooling system leaks simply by adding it directly to the radiator where it mixes with existing antifreeze/coolant. No flushing is required. Head Gasket Fix is said to be effective in all gasoline and diesel engines, combining sealing liquids with various sizes of gasket-sealing particles to penetrate gaps and cracks, and then harden to permanently stop leaks. In addition to repairing blown head gaskets, it also fixes leaking cylinder heads, MARCH 2009

CANADIAN TECHNICIAN 27

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MARCH 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. ®

16

ACROSS 1.

5.

9.

10.

Small vehicle.

Permissible.

Chose.

Oldsmobile Cutlass ______, a mid-size car produced from 1982 through 1996.

11. Convenience device that connects to car’s ignition using RF technology (two words).

12. Single piece of information. The singular form of “data.”

14. Electrode through which electric charge flows into a polarized electrical device.

November 2008 Auto Puzzle J

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3. Supplementing or replacing manual effort in various procedures such as steering (two words).

4. Having the shape of a square, in three dimensions.

5. Type of transmission.

6. A solid electric conductor through which an electric current enters or leaves an electrolytic cell or other medium.

7. Gradual degradation of a metal, usually by oxidation or chemical action.

8. Hindrance.

13. Extremely excited or energetic. Frenzied.

14. Collection of songs.

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100!

WIN $

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Congratulations to Alain Sicard of Gracefield, QC for solving our November 2008 puzzle.

R

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

We’ll draw a winner on May 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: Do you prefer to deal with male customers or female customers? Why?

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

IAL FILTER

A Honeywell Car Care Product © 2009 Honeywell International Inc.

* Answers may be published in Canadian Technician.

continued from page 30 trace of the business license. Finally Basil put down the magazines that he’d been flipping through, just in case the license had been used as a bookmark. “Let’s go over this again, Quigley. What did you do when Slim came in and handed you the business license?”

Quigley threw up his hands. “That’s just it! I don’t even remember him handing it to me!”

Basil raised an eyebrow and looked at me. “Slim, are you sure…?”

“Of course I‘m sure! I went down to City Hall, I paid the license fee, I put the license inside the cheque book, and then I… I…” I stopped. “Uh, excuse me for a minute.”

I went out to my truck, got the cheque book out of the glove box and opened it up. There was the license – right where I’d left it.

Things were quiet at coffee time that afternoon, as Tooner dragged himself into the lunchroom. “Finally!” he groaned.

“One of the guys on the forum faxed me a copy of the service bulletin. The new gaskets are ordered and on the way.” He paused. “Hey, why’s everyone so quiet?”

“Oh, it’s nothing,” I said. “Did you ever find out why you couldn’t pull up that TSB on our database?”

“Yep.” Tooner took a long swig of his coffee. “Turns out it was filed wrong. They originally put it into the New TSBs section three years ago, and then forgot to move it into the engine and power train management sections, which was where I was looking.”

Basil chuckled. “It sounds to me like proper filing procedures would be helpful in more ways than one.” He reached for one of the doughnuts I’d brought in as a peace offering. “At least you avoided the $100 fine.”

“Well…not exactly.” I shifted uncomfortably. “When Hank came to get his car, he was choked about not being able to fine me, so…”

“So you told him the oil change and tire swap was no charge, right?” Quigley snorted. “That invoice was worth $100!”

Like I said, there are days…

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

MARCH 2009

ADVERTISER INDEX Arkema.......................................................23 Auto Value.................................................22 Bar’s Products ..........................................19 Blue Streak...................................................3 CARS............................................................24 CARQUEST.................................................31 Centennial College.................................26 De-On Supply ..........................................26

FRAM Filters (Honeywell) ...............6, 28 COASTAL Blending & Packaging .........4 Redline........................................................23 Snap-on Tools.............................................2 Total Lubricants.......................................25 Valvoline ....................................................15 WIX Filters (Affinia).................................10 WORLDPAC ...............................................32

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CANADIAN TECHNICIAN 29

The Car Side

By Rick Cogbill

Data in this business is increasingly important… if you can put your hands on it, that is!

I’m used to hearing all kinds of horrible, ear-corrupting sounds from the service bays – everything from squeaky customers to seized tensioner pulleys – but the sudden phonic assault emanating from the parts room caught me by surprise.

“Everything alright in here?” I poked my head through the doorway.

Tooner logged off the shop computer. “Sorry, boss… I was just practicing my Japanese.”

“That didn’t sound like ‘konnichiwa’ to me. Having import troubles?”

“You said it. A Toyota that’s throwing ghost codes is driving me nuts!”

The 2005 Corolla with a 1.8 litre engine in Tooner’s bay just sat there with its hood up, trying to look innocent. “What’s the story?”

Tooner sighed. “The owner says it runs fine, but it keeps setting a repair code – P0171, fuel system lean.”

“And…?”

“And nothing,” he growled. “It runs smoother than a rickshaw on rails. The sensors all read within the parameters and the fuel trims never go above 8. If this thing’s running lean, I’ll eat sushi for a week.”

I frowned. “Sounds like an air leak of some sort. How are the intake gaskets?”

Tooner shrugged. “I’ve tried sniffing the intake with propane – no sign of a leak anywhere!” He jerked his thumb at the computer screen. “I’ve been searching for service bulletins, but there’s nothing.…”

We were interrupted by Quigley, who informed me that Hank Brink, the Bylaw Enforcement Officer was out front. “Morning, Hank,” I said more cheerfully than I felt. “What drags you… er, brings you to this end of town?”

Hank was scribbling in his notebook. “Checking business licenses, Slim. It’s that time of year again.” He glanced around our office walls with a wicked smile. “And I don’t see yours!”

I scanned the walls quickly. “But I paid for one! In fact, you took my cheque and stamped the license yourself last week!”

Hank blinked innocently. “Well, maybe I did and maybe I didn’t. The point is, it ain’t on display, and that’s a $100 fine!” He ripped the ticket off his pad with a flourish. “Here’s your autographed copy!”

“Now wait a minute,” I spluttered. “I’ve just misplaced it somewhere At least give me a chance to find it!”

Hank frowned. “Well, since my car is in for an oil change…” He glanced at his watch. “I’ll give you until 2 o’clock today. If that license ain’t on the wall when I come to pick up my car…” The threat lingered in the air as he left.

I turned on Quigley. “What gives? Where’d you put that license when I came back from City Hall?”

Quigley grimaced. “Hey, I don’t remember! Maybe I filed it by mistake when I put away some invoices.”

30 CANADIAN TECHNICIAN

Let’s file that under…?

I went over to the filing cabinet and started hauling out folders. “Well, start looking. Someone’s gonna lose $100 if we don’t find it soon – and it won’t be me!”

But it wasn’t in the filing cabinet. When lunch time came around, I informed the crew that we needed their help to search the building.

“Count me out,” snarled Tooner. “I got my own filing problems!

I put a request out on the repair forums about that Toyota and 16 guys replied, sayin’ there’s a bulletin about the plastic intake manifold not sealing very well, especially in colder weather.”

“So what’s the problem?” I snapped. “Find the bulletin and fix the car – it can’t be that hard!”

Tooner glared back at me. “The problem is I’ve searched all through our repair database, and the bulletin ain’t there!”

I groaned. There are days when I wonder why I’d always wanted my own business.

After lunch, we searched high and low, but couldn’t find a continued on page 29 MARCH 2009

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