Canadian Technician September 2009

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

8/24/09

12:06 PM

Page 1

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

The Training Issue Everything you need to know (and more) about the latest trends in training.

ALSO: ■ Ontario bans used-oil furnaces ■ How to sell more wiper blades ■ The new Cold War www.canadiantechnician.ca

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

8/24/09

10:49 AM

K O LO

Page 2

Take it to the

E Z W I NE S

MAX1 ADVANCED

W E N

New size, better value, more Protection Most of todays’s passenger cars, SUVs and light duty trucks will require between 4L to 5L per oil change.

Irving introduces MAX1 ADVANCED full synthetic in a new 5 liter jug size. The new MAX1 ADVANCED Synthetic 5 liter jug provides the ideal solution to the traditional jug size of oil. Not only does the 5 liter jug make it easier for customers, it provides a better value and reduces packaging material waste.

MAX1 ADVANCED full synthetic is formulated using 100% synthetic base oil and an advanced additive system to provide superior protection for your high performance engine.

MAX1 ADVANCED dramatically reduces critical engine component wear and degradation due to high heat and pressure created by turbo charged, supercharged, direct gasoline injection, and variable valve timing used in today’s advanced automobile technology.

MAX1 ADVANCED creates a strong barrier between critical metal components to provide unsurpassed protection vs. other synthetic oils. Protect your investment...TO THE MAX1.

Call your local Irving distributor Parts for Trucks Atlantic Canada 800-565-4700 (toll free) www.partsfortrucks.com

Shoreline Lubes Distribution Inc. Atlantic Canada (506) 532-1493 (800) 561-5823 (toll free)

Atlantic Oilfield Newfoundland/Nova Scotia (709) 745-7545 (877) 745-7545 (toll free)

Fleetline Distribution Ltd. Nova Scotia (902) 245-5833 (888) 505-5833 (toll free)

Doggett Enterprises Inc. Thunder Bay, Ontario (807) 344-0222

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

Cormack Lubricants Inc. Western Toronto (905) 304-0404 or (866) 762-5309 (toll free)

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

SEPTEMBER 2009

8/25/09

12:02 PM

Page 3

VOL. 14 NO. 7

Departments Editorial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Service Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 Letters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Reader Rides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Out & About . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 EyeSpy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 What Went Wrong? . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Product Central . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Car Quiz . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41 Auto Puzzle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 44 Ad Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 45

8

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

By Bob Greenwood

24

Management S.O.S. . . . . . . . . . . . . . . . . . . . . . . . . 21

By Kelly Bennett The Car Side . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 46

By Rick Cogbill

Features Oil Change . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 Ontario is the latest jurisdiction to ban used-oil furnaces.

Blade running . . . . . . . . . . . . . . . . . . . . . . . . 29 Want to sell more wiper blades? Then make sure your customers realize the safety-enhancing prowess of refreshed rubber.

No pain, no gain . . . . . . . . . . . . . . . . . . . . . . 32

Yes, training programs for technicians can be costly and time-consuming. But not committing to ongoing training programs is ultimately a self-defeating strategy.

29

The new Cold War . . . . . . . . . . . . . . . . . . . . . 36 Big changes are coming to the world of refrigerants.

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

Parts for import vehicles

SEPTEMBER 2009

CANADIAN TECHNICIAN 3

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

8/24/09

10:49 AM

Page 4

Put some NASCAR in your car.

©2009 Exxon Mobil Corporation. Mobil, Mobil 1 and the 1 icon are trademarks of Exxon Mobil Corporation or one of its subsidiaries. Imperial Oil, licensee. NASCAR is a registered trademark of National Association for Stock Car Auto Racing, Inc.

63 kilometres of commuting daily. That’s hundreds of kilometres a week, in all kinds of weather and often in stop-and-go traffic. It’s not a NASCAR race, but you still drive your engine hard. That’s why you need Mobil 1 technology. From the road to the racetrack, it’s proven to withstand some of the most extreme conditions. In fact, over half of all NASCAR teams choose Mobil 1 technology. So put some NASCAR in your car. Learn more at mobil1.com.

A.PVL.NUMB.303.4C.01.indd 1

8/21/09 9:39:28 AM

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

8/24/09

10:49 AM

Page 5

Editorial

Doing the right thing

Introducing a New Line of Premium Engine Oils

Used-oil furnaces are being banned in certain jurisdictions.

It’s about time.

Mobil Super 1000

By David Menzies Full disclosure: I don’t consider myself to be an enviro-weenie. I don’t buy into hysterical global warming paranoia (which, I’m told, is now called “climate change” given that many parts of the world are currently experiencing below-normal temperatures; stay tuned: “global cooling” will be the next buzzword.) And I’d rather go barefoot than don a pair of Birkenstocks.

Having said that, the recent decision by the Ontario Ministry of the Environment to ban used-oil furnaces in southern Ontario is indeed a sound one – even if the regulatory change was rolled out in a ham-fisted way due to lack of consultation (please see story on page 25.)

Ontario joins Quebec, the greater Vancouver area and California as jurisdictions that have banned such devices.

I realize that applauding the ban of used oil furnaces won’t be a popular stance to take in the eyes of those readers who have invested in such devices. After all, from a fiscal perspective, burning oil as a wastederived fuel is a win-win proposition: first, several litres of a waste product are effortlessly disposed of; second, this waste product is instantly reincarnated as a source of heating fuel.

But, from a product stewardship perspective, banning the incineration of used oil is sound environmental policy.

Used motor oil makes for a very nasty toxic soup containing heavy metals, aromatic hydrocarbons and chlorine. Indeed, many observers say used motor oil is just about the worst substance you can burn without pollution controls.

Furthermore, as it pertains to Ontario and British Columbia, both provinces have oil re-refineries that can process used oils back into high-quality lubricants. Thus, the decision boils down to this: we can either generate nasty pollutants by burning used oil or we can recycle the stuff and create a SEPTEMBER 2009

9:39:28 AM

value-added product (re-refined motor oil) that can be reused.

Furthermore, the optics of auto shops burning used motor oil are dreadful.

For starters, the ostensible reason for Ontario’s Drive Clean emissions-testing program – which is administered by hundreds of auto repair shops – pertains to reducing air pollution caused by automobiles. Vehicle owners are required to shell out $35 every two years to have their exhaust systems inspected. If a car flunks, motorists must pay even more money to get their emissions systems up to snuff. Also, drivers who get an oil change are typically charged a “recycling fee” of about $3-$5. As the name implies, a consumer would surely think the fee is being levied to ensure that used oil is being disposed of in an environmentally-sound fashion.

So, while motorists are expected to keep their exhaust systems squeaky-clean and are routinely charged a “recycling fee” every time an oil charge is conducted – all in the name of the environment – I wonder what consumers would say if they only knew that in many instances their used motor oil wasn’t being recycled but burned? And that the air pollution caused by such incineration is ghastly?

Hopefully, other provinces will follow suit by phasing-out use of these furnaces in their jurisdictions as well. Incredibly, provincial governments in Alberta and Manitoba actually pay a “return incentive” to shops that burn waste oil as these provinces consider incineration a form of “recycling.” That’s perverse.

In the meantime, auto shops in Canada might want to convert their used oil furnaces to burn less egregious substances such as home heating oil. True, there’s a cost involved. But in the final analysis, it’s all about doing the right thing.

Engineered to exceed OEM warranty requirements.

Engineered in Canada for the latest engine technology, Mobil Super 1000 exceeds OEM (Original Equipment Manufacturer) warranty for every major gasoline car and light-duty truck manufacturer including turbo-charged engines.

Mobil Super 2000 Engineered for high mileage vehicles and longer oil drain intervals.

Engineered in Canada, Mobil Super 2000 is recommended for high mileage vehicles with over 120,000 km and provides guaranteed oil drain protection for 10,000 km or 6 months, which ever comes first.* www.MobilOil.ca

*Excludes severe service applications involving: racing and commercial use; frequent towing or hauling; extremely dusty or dirty conditions; or excessive idling. While under warranty change oil at the manufacturer’s recommendation.

Mobil, Mobil Super, Mobil 1 and the Pegasus design are trademarks of Exxon Mobil Corporation or one of its subsidiaries.

Imperial Oil licensee.

CANADIAN TECHNICIAN 5

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

8/24/09

10:49 AM

Page 6

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

8/25/09

12:01 PM

Page 7

Service Notes VOLUME 14

Making the most of every appointment When it comes to sales, a bird in the hand is better than the two in the bush that could fly away.

By Allan Janssen Like many of you, I’m always keeping my eyes open for examples of excellent customer service.

On vacation recently my family and I hopped on a sightseeing bus, right behind another family. The difference between us and them, though, was that we were on the right bus, while they had inadvertently boarded the wrong bus. By the time our tour operator noticed the mistake, however, the bus they should have been on had already left.

So what was to be done?

Put them off the bus, and let them wait an hour for their next tour? That could have happened, but our savvy tour operator invited these strangers to stay on board and enjoy the witty observations of his guides.

It really wasn’t much of a sacrifice. To leave them at the side of the road would have created hard feelings. Giving them a free lift, on the other hand, demonstrated generosity and good faith, and improved their chances of good word-of-mouth reports from a bus full of customers.

The tour guide was wisely thinking of the next sale. It’s a smart tactic whenever a short-term glitch can lead to future benefits. But I would argue there are times when it’s better to consider the present sale rather than future ones. And this is particularly true in the case of automotive service and repair which is often seen as a hassle for consumers. Unfortunately, however, some shop owners are still so uncomfortable charging for the work they do that they leave some jobs “for next time” so the bill doesn’t get too high and scare off customers.

But your customers don’t want to have to come back again next week for something you could have taken care of this week when their car was on the hoist.

SEPTEMBER 2009

Doing everything all at once is not only convenient for them, but can often avoid duplicate costs.

I lived for a time in Johannesburg, South Africa where the gas station I sometimes filled my little Opel Kadett knew all about maximizing sales opportunities. When you drove up to the pump, a small army of attendants greeted you – one to clean all the windows, one to check the tire pressure all ’round, one to check the fluid levels under the hood, and one to fill the tank.

And, yes, they could afford this level of service because of low labor costs. But the maximizing of sales opportunities went like this: if you asked for a fill-up, they really filled it up. They never just looked for the nearest round number and called it quits. No, they filled it to the very top and then, for good measure, jostled the car to let the gas settle so they could squeeze a few more cents of gas in.

Now, I know I’m going to get letters about how bad it is to overfill a tank, how it dislodges debris at the top of the tank and plays havoc with in-tank electronics.

Let’s leave that aside for now. That’s not my point. After all, you’re not in the gas business any more than you’re in the tourbus business.

But were they being opportunistic?

The bill was about 85 cents higher than it might otherwise have been, but I got everything I paid for. I had no reason to complain. I actually thought it was pretty smart business. By adding about 85 cents to every sale, that amounts to a small fortune on an annual basis.

Don’t fall into the trap of leaving money on the table as a future service opportunity. Future sales are great. But sometimes it’s better to concentrate on present sales.

NUMBER 7

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

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

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

8/24/09

10:49 AM

Page 8

LETTERS

More advice re: dealing with deadbeats I have some concerns regarding the “Dealing with Deadbeats” story (August 2009) as the advice given in the story borders on criminal harassment.

In my experience, business owners are best served by: 1. Obtaining prepayments for costly repair jobs to cover the cost of the shop’s cash outlay (parts) prior to investing any labor (other than diagnostic time) in the job.

2. If you’re taking a chance on an individual who may stiff you, take the time and minor expense to file a lien prior to releasing the vehicle. It can save you massive amounts of time and money as you are then able to simply seize the vehicle (assuming you can locate it) if it has already been released to the customer and payment arrangements have fallen apart.

3. Do not take cheques from individuals with whom you have not had multiple prior successful debit or credit card transactions.

4. Deposit your cheques at the bank on a DAILY basis and make sure your customers know that you will be doing so.

5. Take the time and expense to have a

legally-binding credit application drawn up.

6. Get your business set up with reciprocal information-gathering agreements with a company like Equifax or TransUnion so that an individual’s credit history can be checked prior to any work being done. Make sure you learn how to read the credit reports that will be given to you or have your bank do the credit checks for you.

7. Listen to your inner voice. If a particular individual gives you the creeps, there’s generally a good reason for your instincts to be raising red flags, and you shouldn’t offer credit of any kind.

Beverly Kaltenbruner Harold’s Auto Service Lethbridge, Alta.

Word of the day: “gypped” I was just reading the articles in the August 2009 issue about Ms Lube and “Dealing with Deadbeats.”

One of the statements in the deadbeats article was: “…and tell them how you’ve been gypped.”

Not that it offends me personally, but the word “gypped” is currently considered racist and possibly offensive. To me, it just doesn’t sound good and reflects poorly on the author. It may be wise to chose different wording since there are many options to indicate a refusal to pay However, I must say, I enjoyed the articles. Thanks.

Kieran Greeson Hagersville, Ont.

RIDES

Reader

Rob Smuck, owner of Smuck’s Garage in Fisherville, Ont., is the proud owner of this gorgeous 1955 Chevrolet Bel Air two-door sedan. The Chevy was restored 23 years ago, and now boasts a small block 400 engine and a 350 TH transmission. Rob and his wife Diana, along with their three sons, have attended many cruise nights and car shows over the years. The most recent upgrade, notes Smuck, is the addition of seatbelts for the backseat. Now grandson, Owen, can go cruising, too.

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

SEPTEMBER 2009

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

8/24/09

10:49 AM

Page 9

Authentic Summer is here, and that means A/C service time. Get the job done with the only parts designed and developed exclusively for Chrysler, Jeep and Dodge vehicles. Authentic Mopar. ® From compressors and condensers to blower motors and hoses, Mopar’s got you covered. Call your Mopar Parts dealer today and put a chill in the air.

USE AUTHENTIC MOPAR PARTS

© 2009 Chrysler LLC. All rights reserved. Chrysler is a registered trademark of Chrysler Canada Inc., a wholly owned subsidiary of Chrysler LLC. Dodge is a registered trademark of Chrysler Canada Inc., a wholly owned subsidiary of Chrysler LLC. Jeep is a registered trademark of Chrysler LLC used under licence by Chrysler Canada Inc. Mopar is a registered trademark of Chrysler LLC.

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

8/24/09

10:50 AM

Page 10

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

Out

8/24/09

10:50 AM

Page 11

&About

You know these guys…

You know this shop…

Affinia Group sues Dura International

Affinia charges Dura is using false advertising to sell rotors.

By David Menzies

A

ffinia Group Inc. of Ann Arbor, Mich. has filed a false advertising lawsuit suit against one of its competitors, Rancho Dominguez, Calif.-based Dura International. Affinia claims Dura is competing unfairly by using “false advertising” pertaining to the quality of certain brake rotors for cars and light-duty trucks.

As well, Affinia notes that some of its competitor’s brake components fall short of the quality promised to consumers.

Affinia is seeking unspecified damages and a court order that will force Dura and its affiliates to stop advertising that their products “meet or exceed” the original equipment specifications.

Affinia claims the issue is important to consumers because intentional deviations from original equipment (OE) specifications for brake rotors can lead to safety risks.

Testing by an independent laboratory has shown that certain rotors made by Dura weighed significantly less than OE specifications. Affinia notes the weight isn’t the only concern as laboratory testing found that these rotors were structurally weaker and significantly more prone than their OE counterparts to crack and fail in performance tests.

In a statement, Affinia noted that manufacturers and importers of aftermarket parts “have a tremendous incentive to expressly state or otherwise imply to potential purchasers that their parts are consistent with OE specifications and that their performance and durability are consistent with the performance and durability of OE parts. Most do-it-yourselfers and auto repair shops rely on such advertising statements because they lack the technical expertise to know whether a part actually meets or exceeds OE specifications and SEPTEMBER 2009

Failing the test: a cracked Dura rotor.

performance. If potential purchasers are told that aftermarket parts from competing suppliers are of comparable quality, price differences between competing products become significant.”

Affinia further alleges that even though some Dura rotors do not meet or exceed OE specifications, the company continues to expressly state or otherwise imply these claims, resulting in Dura having an unfair advantage over Affinia.

In its lawsuit, Affinia is asking the court to halt Dura’s advertising. Affinia’s legal action addresses certain Dura rotors and not the company’s entire product line.

The lawsuit has already prompted some responses from the aftermarket industry.

Midas International Corp. has issued a warning memo to all its repair centres, informing its franchisees about the questionable brake parts and offering consumers free brake inspections if Midas has installed brakes that have cracked.

In a written statement to its customers, Dura president John R. Kelley says his company will “vigorously fight this suit in court and we’re confident we will prevail.”

Kelley also notes that Dura has sold “tens of millions of brake rotors” during the past 15 years and that “not one lawsuit has been filed against Dura due to failure of one of its brake rotors” during this period.

The lawsuit was filed in U.S. District Court, Richmond, Va. None of the claims have been proven in court.

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 CANADIAN TECHNICIAN 11

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

8/24/09

10:50 AM

Page 12

OUT & ABOUT

Supplier News Repair Rewards announced for Monroe shocks and struts Tenneco, manufacturer of Monroe shocks and struts, is offering consumers a mail-in cash rebate of up to $80 for qualifying purchases of Monroe and Rancho shocks and struts until October 31, 2009 during Monroe’s Repair Rewards promotion. The program is part of Monroe’s ride control replacement safety education efforts, which encourage motorists to replace their worn shocks and struts.

For more information regarding the Monroe Repair Rewards mail-in rebate program or for Repair Rewards mail-in rebate forms, visit www.Monroe.com.

Farwick named VP of sales for Beck/Arnley Paul Farwick has joined Beck/Arnley as its new VP of sales. In this position, Farwick leads sales growth across all channels of distribution in the U.S., Canada and export markets in support of Beck/Arnley’s retail and traditional WD customers as well as the company’s independent jobber, service dealer and DIY customers.

Stant Corp. files for Chapter 11 Stant Corp., a Connersville, Ind.-based maker of fuel system and vapor emission control products for automotive and industrial applications, has filed for Chapter 11 bankruptcy protection. The 111-year-old company said that it had between $50 million and $100 million in assets and debts.

H.I.G. Capital acquired Stant Corp. last year from Tompkins PLC for an undisclosed amount.

Win Your Repair winner announced Mister Transmission recently announced its second Win Your Repair winning customer. Fred Kaempffer of Coquitlam, B.C. received a cheque for the full amount invoiced from the Mister Transmission franchise in Coquitlam. The contest is open to all Mister Transmission customers in Canada (excluding Quebec). To participate, one must visit Mister Transmission’s website, www mistertransmission.com and complete a questionnaire. A draw is done each quarter and consumers can win back their invoice total, up to a maximum of $2,000.

Bosch spark plugs readers’ favorite Readers of Popular Mechanics magazine have named Bosch Spark Plugs as their favorite spark plug brand in the magazine’s 2009 Reader’s Choice Awards. Popular Mechanics conducted the survey to determine their readers’ favorite choices, and more than 7,000 participants chose Bosch over at least five competing brands.

12 CANADIAN TECHNICIAN

Book review: Blue Collar & Proud of It New book hails the merits of blue collar jobs.

I

t’s time for society – including students, parents, and schools – to break the stigma surrounding blue-collar work and restore it as a source of livelihood, meaning, and pride.

This is the central message of Blue Collar & Proud of It, by Joe Lamacchia (Health Communications Inc.), who notes that obtaining a fancy university degree is by no means the only road to success Indeed, Lamacchia notes that south of the border, the Bureau of Labor Statistics has estimated that between 2004 and 2014 there will be 40 million job openings for workers without a bachelor’s degree.

That’s more than twice the number of jobs for people graduating from four-year colleges and universities.

As well, skilled trade workers are in high demand to fix crumbling infrastructure, as everything from roads and bridges to tunnels and pipelines continue to deteriorate. So-called “green-collar” work – which combines blue-collar work with environmentallyconscious industries – will also create massive job openings in everything from hybrid car manufacturing to ecofriendly landscaping.

Lamacchia also examines the role of automotive technician, where several opportunities abound. Writes Lamacchia: “Gone are the days of the grease monkeys who were able to tinker under the hood of a car without any training or certification.

As technology has advanced, so, too, have the cars and their many moving parts.

Being able to master these changes as well as stay on top of the hybrids, electric cars, and alternative fuel sources for cars will help you in the long run. Who knows

where all of these changes will lead the industry ultimately, but one thing is for sure: things are changing rapidly and technicians must be prepared to keep up.”

Despite the opportunities, blue collar trades have long been viewed by society as “alternatives”, notes Lamacchia, when in fact such jobs are conscious choices.

And blue collar jobs can be financially lucrative.

Of note, Lamacchia not only talks the talk but he walks the walk. The author is the son of an educated finance executive, but chose never to go to college.

Lamacchia recognized that college didn’t suit his strengths or interests. As well, he suffered from Attention Deficit Disorder and earned poor marks in grade school.

Yet, Lamacchia always had a passion for working outdoors. That passion evolved into 28 bountiful years in the landscaping business. He took the blue collar route and, as a result, now owns a $1.5 million landscaping company in Newton, Mass., an upscale suburb of Boston.

Blue Collar & Proud of It also details specific career choices, including the nature of the work, the necessary training required, typical compensation, and an outlook for the future. As a bonus, there’s plenty of Canadian content to be found in this valuable resource.

Bottom line: as parents and teachers push the college route, they are unwittingly neglecting other viable career options. Blue Collar & Proud of It deftly explores the lucrative opportunities that exist outside the traditional classroom and cubicle.

SEPTEMBER 2009

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

8/24/09

10:50 AM

Page 13

OUT & ABOUT

Bob Greenwood inks deal with APD

B

ob Greenwood, founder and president of the Automotive Aftermarket E-Learning Centre (www.aaec.ca) and a columnist for Canadian Technician, recently inked a consulting agreement with Red Deer, Alta.-based APD, a distribution warehouse chain with locations in Red Deer, Calgary, Edmonton and Saskatoon.

Greenwood says APD was previously a client for the past seven years. But late last year APD owner and president Kim Schumacher approached Greenwood with the idea of signing a comprehensive 7.5-year consulting agreement (effective June 1, 2009.)

As a result of the agreement, APD holds all access and ownership to Greenwood’s courses, intellectual properties, and statistics for Western Canada. As well, APD will take ownership of AAEC as of Jan. 1, 2010.

As such, access to the courses and AAEC in the western provinces will only be through APD. “We have created the Business Development Unit (BDU) and a value proposition called BEST (Business Enhancement Service Technology) with shop offerings that cannot be matched in the Canadian aftermarket,” says Greenwood.

“This [deal with APD] is a dream come true,” he says. “I’ve been working all my life to link with one company.”

Greenwood notes all 10 territorial managers and the fourmember executive have gone through a comprehensive study and testing procedure and have written a three-hour exam that allows them to be accredited as shop business counselors. The accreditation is AAPDC (Accredited Automotive Parts Distributor Counselor). Greenwood says definitive targets have been set in terms of increasing APD’s gross revenue and gross profit.

“I prepared a comprehensive analytical report for BEST clients and the APD territorial manager is involved with that report and ‘on the street’ to work with the client to implement recommendations to improve the business,” says Greenwood, noting he will be instructing courses in eastern Canada until his time is consumed by the APD BDU and BEST clients.

Greenwood says shop owners must apply to become BEST clients but cannot do so until they take a three- or four-day management course.

APD president Kim Schumacher says the goal of going this route is to help APD’s clients “become more profitable and successful… I know this [program] is right for their business, and Bob Greenwood is the best in the business.”

Gabe Choujaa of PetroCanada Certigard in Waterloo, Ont. sent along this interesting picture. Says Choujaa: “This 2002 GMC Envoy came into our shop for regular service and an emissions test, and can you believe it?

The clutch plate was protruding right through the side of the transfer case. I’ve never seen that before. It either got stuck in the mud or the 4X4 was switched on at a very high speed. It was still running, but had no 4X4 capability. The customer said his wife normally drives the Envoy and said ‘she never tells me anything.’”

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

SEPTEMBER 2009

CANADIAN TECHNICIAN 13

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

8/24/09

10:50 AM

Page 14

OUT & ABOUT

NAPA Autopro tops J.D. Power customer satisfaction survey Study also finds chain repair shops are grabbing marketshare from new car dealers.

NAPA Autopro has snagged the number one ranking this year in J.D. Power and Associates’ annual study of auto centre customer satisfaction.

The in-depth study tracks service satisfaction at 35 repair chains and new car dealerships as well as hundreds of independent automotive repair shops across Canada.

NAPA Autopro ranks the highest in satisfying automotive service customers in Canada, receiving an overall index score of 876 on a 1,000-point scale.

NAPA Autopro performs particularly well in such categories as service initiation, service advisor, and work quality.

OK Tire (858 points) and Pennzoil (851 points) finished second and third in the rankings.

The J.D. Power study results from more than 14,000 vehicle owners who filled out surveys regarding their vehicle repair experiences between April and June of this year.

The study, redesigned for 2009, provides a measure of the service behaviors, satisfaction and loyalty of owners of 3- to 12-year-old vehicles.

Overall customer satisfaction is determined by examining five key factors of the service experience: process of getting the vehicle in for service; service advisor performance; service facility; quality of work performed; and the process of vehicle return/pick-up.

Also of note, average annual expenditures on vehicle maintenance and repair services in 2009 have declined by approx-

14 CANADIAN TECHNICIAN

imately 7% from 2008, dropping from $920 to $856. This equates to more than $220 million in lost revenue to dealers.

“In a difficult economy, vehicle owners seem to be delaying what they perceive to be non-essential maintenance or

seeking out the lowest-cost option,” said Darren Slind, senior director and Canadian automotive practice leader at J.D. Power and Associates.

Other findings in the study: ■ The proportion of customers who say they “go to the cheapest place I can find for service” has increased to 23% in 2009 from 17% in 2008;

■ New car dealers continue to lose marketshare to aftermarket service providers.

Overall, aftermarket providers now account for 59% of the estimated $11.2 billion annual service market for vehicles that are between three and 12 years old, up from 57% in 2008; ■ Although service quality remains the most important driver of satisfaction overall, customer expectations regarding the performance of their service advisor have increased significantly during the past year. The service advisor accounts for 18% of overall satisfaction, up from 14 % in 2008.

As well, the study identifies two emerging customer service trends: ■ When customers were asked how service providers could make their hours of operation more convenient, nearly 40% cited extended weekday (evening) hours; ■ Satisfaction is significantly higher when customers report their service advisor provided a thorough explanation upfront (overall satisfaction score of 832) than when they were not provided a thorough explanation (satisfaction score of 625).

“The importance of the service advisor can’t be understated, as they have such a huge impact on the quality of the customer’s overall experience,” says Slind.

“The best advisors are great communicators – both with customers and with technicians. If the advisor has done his or her job well, the customer’s perception of value is solidified.”

SEPTEMBER 2009

MON_903

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

8/24/09

10:50 AM

Page 15

BELTS FRAY, TIRES BALD, SHOCKS REACH 80 000 KILOMETRES. People know that shocks affect the comfort of a ride, but many don’t realize they affect the safety too. Be sure to recommend that your customers replace their shocks at 80 000* kilometres to help improve the steering, stopping and stability of their vehicles.

Ride Safe.

SavingSquirrels.com

©2009 Tenneco. *Actual distance may vary depending upon driver ability, vehicle type, and the type of driving and road conditions.

MON_90323_ReflexRV_P4AC v3.indd 1

8/5/09 9:27:05 AM

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

8/24/09

10:50 AM

Page 16

In today’s modern and highly-competitive environment, embracing good, ongoing training programs is your only option.

By Bob Greenwood

Training structure critical to

A

BUSINESS SUCCESS

s all shop owners (hopefully) know, ongoing training is a necessity in this business. Of course, as soon as you mention the word “training”, the average industry person automatically thinks “technical training.” And technical training is indeed a key business requirement when it comes to remaining current and relevant. In fact, the average technician will require 100 hours of technical training per year commencing in 2010 just to 16 CANADIAN TECHNICIAN

stay level in their knowledge.

However, few articles address the topic of “training structure” within a business. Yet, this is one of the most important discussions that should take place.

Training structure must be properly mapped-out and then reviewed in every shop business.

The shop’s training structure refers to the type of culture, approach and format the shop takes towards the topic of con-

tinuous training. For example, if you meet a shop owner who believes that all types of training are merely infomercials put on by the presenter and therefore a waste of time; has no desire to learn because he knows everything there is to know; and always has an excuse as to why he shouldn’t get involved, I can guarantee you this owner is a negative individual who runs a shop stuck in yester-decade.

This is the profile of someone who relies SEPTEMBER 2009

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

8/24/09

mainly on the breakdown and repair template. My money is also betting this owner bought himself a job – and a poor one at that.

Today’s business owners must reformat their business operations on an ongoing basis to ensure management and staff, are on top of their game. This means not only scheduling on-going technical training but also making the time to review the requirements for management development. Management training and development must be put in place through a process that provides support and measures a business capability that is focused on creating business net income. This is critical in order for the business to sustain itself and have the ability to move forward. Today’s modern shop owner is truly in a profession, not a trade.

In order to achieve that kind of objective, all training levels from the bays, front counter, the back office and proven management development courses must be planned properly. No longer can an owner sit back and wait to see what training courses are coming along in their region and take the attitude that if it sounds good it will be considered depending on when it will take place. Today’s modern owner implements a structure which plans three to eight months in advance as to the type of training required for the shop and then searches nation wide if need be to see where it is being held. Today’s modern businesses seek out the training required and go to it rather than hope it comes to them. This is the modern structure and culture of business development today.

I recall a few years back when I was instructing a course in Western Canada, a shop owner flew from Montreal to the west to attend my three-day Business Management course. He simply reiterated, “If you’re not coming to me, then I’ll come to you because I need this.”

This attitude and approach is happening more and more with progressive shop owners because they realize the right business management development must SEPTEMBER 2009

10:50 AM

Page 17

“A good mentor/coach truly understands the intimate details of your particular business.”

be sought out and measured. This should be considered as an investment into the wellbeing of the business, not a cost. The right training and development always comes with a money-back guarantee and when the knowledge learned is implemented properly, this provides a substantial financial return.

The other structure that must be considered and put into place today is the “after course support”. Today’s shop business is extremely complex with incredible detail required to ensure all business cylinders are firing. No one owner knows everything or can do it all and therefore it’s becoming increasingly important to have ongoing and key business resources around you to draw upon and provide continuous input and advice.

Many business executives in other industries rely on a mentor or business coach they regularly meet with on a oneon-one basis. This mentor is easily accessible, is detached from the actual business itself, and yet has a large depth of business and industry understanding in his chosen field. The mentor offers an unbiased view and opinion from the “10,000foot level” and assists on guiding the business to predetermined objectives and goals.

The independent sector of the aftermarket will be seeing more of this service coming into play in the coming months and years offered by progressive jobbers.

The important criteria in evaluating a mentor/coach will pertain to his coaching structure, as well as professional qualifi-

cations to guide the business. A good mentor/coach truly understands the intimate details of your particular business, participates in the Canadian aftermarket industry on an on-going basis, and focuses clearly on all details required to make the shop successful.

It’s impossible for a modern shop owner to be an island unto himself in today’s world if he wants to be financially successful. The owner’s contacts that he develops play a critical role as a business guide/sounding board/solution provider.

This will create a strong business relationship, which in turn, over time, will blossom into a close friendship based on deep mutual respect.

The proven result of this kind of business structure is increased net income for the business, above marketplace wages for the staff, a professional marketplace image in the eyes of the consumer, reduced stress throughout the shop and a strong sense of accomplishment and pride throughout the company.

Consider your business training structure and what it will provide the business in the coming year. In this technical world with a challenging economy, no shop owner can sit back thinking they can get by with the tools they used three years ago.

The industry has changed and indeed the world has changed. Every independent shop owner must be prepared to develop a critical focus for his business if he desires a successful career and wants to still be in this business five years from now.

Bob Greenwood AAM is Founder and President of Automotive Aftermarket E-Learning Centre (www.aaec.ca). You can reach him by phone at (800) 267-5497; by fax at (905) 331-6180; or by email at

greenwood@aaec.ca.

CANADIAN TECHNICIAN 17

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

8/24/09

10:50 AM

Page 18

&IND (IDDEN 0ROFIT IN %VERY 6EHICLE Repair Information Services Servvices

Shop Management Solutions

Business Performance Services

Businseess Intelligence Solutions Businsess

erating Mitchell 1 Serv ServiceIntelligence iceIntelligence ccan an turn yo your our front counter into yourr most power powerful generating ful profit gen resource business presenting yourr customers re p maintenance bu usiness by pre senting you source in thee shop. Grow your repeat preventive individualized reportt th that automatically: with their indiv idualized vehicle repor at automatic ally: Boosts repa air order value ing “never per formed” ser rvices. · Boosts repair valuess by identify identifying performed” services. · Saves history.

Saves time by b intelligently analyzing your y customer’s vehicle his story. bility by accurately pre sen nting service date ometers. · Builds credi credibility presenting datess and kil kilometers. · Increases competitive providing customer Increases co ompetitive edge by provid ing a higher level of custo omer service. · Works Mitchell CRM. Works with Canadian version of Mitch hell 1 C R M. 800.410.0529 8 00.410.0529 mitchell1.com/bps mitc chell1.com/bps

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

8/24/09

10:50 AM

Page 19

What went wrong?

Rebate fine-print has customer screaming “rip-off!”

“Four months ago, I received a flyer in the mail to get a premium oil change, tires checked, all fluids topped up, and tires rotated. The price was $39.95 with a $10 rebate. When the ‘rebate’ finally arrived, it wasn’t real money at all, but a debit card for $10 off my next service at the shop! I believe this is a rip-off. I’m on a fixed income and a $10 rebate was a great deal.

But I’m not going back to that shop.” So... what went wrong?

s

This is kind of an underhanded way to operate in my opinion, unless the rebate had been explained very clearly up front before “hooking” the customer into coming back for more services in order to make use of the rebate. Personally, I wouldn’t spend 1 cent in a place that operated like this.

Ward Zintel Perfection Automotive Saskatoon, Sask.

This is an easy one. The customer obviously didn’t read the offer properly. We do that sort of thing here and the terms of the rebate are spelled out in black and white. Most people stop reading as soon as they get to the word “free.” They don’t peruse the rest of the ad to find out what has to be done in order to receive the free service.

Steve Penrose Glendale, Ariz.

The operator of this facility is either not aware of the details of the promotion he’s selling or he just overlooked communicating the details of the program to the client. Either way, the client should feel taken advantage of, and restitution should be applied immediately. Traditionally, our industry has done a poor job in the area of communication, but due to the efforts of competent trainers, supported by publications such as Canadian Technician, this is thankfully changing.

Ivan Brown Integra Tire & Auto Centre Edmonton, Alta.

The large print giveth and the small print taketh away. My neighbor asked me about the 2009 Ford F-150 advertised in the paper for $17,000. I told him he had better keep reading – it’s a prepaid lease. He thought he might get a truck for half price.

Like any coupon program, you have to buy something to get something for free.

Jerry Latchford Frankford, Ont.

It’s all about communication. Did the marketing materials contain all the details?

Maybe he neglected to read it properly! It all boils down to communication, education, accountability, and systems.

Carlo Sabucco Sil's Auto Diagnostic Centre Mississauga, Ont.

SEPTEMBER 2009

The shop is at fault for two reasons. First, they let the customer down by not edu-

cating him/her to begin with. The rebate should’ve been fully explained so there’d be no confusion. Secondly, the shop is offering a confusing gimmick to get traffic flow and that’s a poor business decision.

Remember an unhappy customer will tell more people about your shop than a happy customer. The only customer fault I see here is that if $10 is going to break the budget, then he probably shouldn’t own a vehicle.

Marvin Ford Penticton Automotive Repair Penticton, B.C. Here’s what went wrong: the shop wasted time and resources trying to attract the wrong type of new customer. Customers looking for “deals” versus “value” are just the type you don’t want. Rather, focus on top quality professional service and “what went wrong” scenarios will be rarer.

Dan Lazin Advanced Auto Cambridge, Ont.

Here’s another scenario: I visited a shop to get a set of winter tires put on my car. I left the shop to run some errands and when I came back, the brand of winter tire I had asked for wasn’t on my car’s wheels.

The technician insisted that based on his experience, the type of winter tire he installed was far more suitable for my vehicle. He then rambled on using all this technical mumbojumbo language to make his case. Granted, I’m not a winter tire expert. But I did happen to notice that the winter tires he chose to install were almost $25 more per tire! I’m thinking rubber is rubber, so why am I paying $100 more for a set of tires? And I’m thinking this guy was motivated more by boosting my invoice rather than having any genuine concern for my safety. S o...what went wrong? Please send along your opinions to david@canadiantechnician.ca CANADIAN TECHNICIAN 19

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

8/24/09

10:50 AM

Page 20

YOUR OIL PROTECTS YOUR ENGINE

BUT WHAT’S PROTECTING

YOUR OIL? 3X

FRAM® EXTRA GUARD® DELIVERS 3 TIMES THE ENGINE PROTECTION BASED ON THE AVERAGE OF LEADING ECONOMY FILTERS.* When oil breaks down, damaging dirt and particles can threaten the life of your engine.

A FRAM Extra Guard oil filter delivers advanced engine protection with specially blended glass and cellulose filter media. FRAM Extra Guard traps 95% of dirt and harmful particles, and holds them until your next recommended oil change. Don’t cut corners—go with FRAM. ENGINE PROTECTION* To learn more about advanced engine protection, go to fram.com.

* Based on testing of models equivalent to PH8A 3387A and 6607 under ISO 4548-12 for particles > 20 microns.

Engine protection is the measure of a filter’s ability to not just trap dirt, but hold it for the life of the filter.

© 2009 Honeywell International Inc. Printed in Canada. A

car care product.

THE DIRT STOPS HERETM

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

8/24/09

10:51 AM

Page 21

MANAGEMENT

S.O.S. Teaching old dogs NEW TRICKS

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.

Thinking of improving your skill-set? Looking at a career change? Embracing up-to-date training sessions is the key.

nced ur Adva s. ding yo n e t t meeting a g those ce from n n i e t i a r t e i p l my ex lly: ing. I at faci sums up Dear Ke s spinn gifted head wa You’re ty much t y e . m r k tune p e , e r w t a this much in howeve Wow! Th meeting re very eeting; a m p u y e o e h r h t ed G T s g ent impres rs are. t durin Managem as also op owne ty quie w h t s e I r e p . s s the o s r I wa r than ball th t numbe I know re lowe on the ce shee e n w w a o l y h a e b h t t nned a t why nts and ofit was stu ns abou stateme ross pr s questio lower g nancial o i s t f i h s r r i mission t e e o trans ex abou he answ with th w R t t d d d e a l n h o o s ey had a questi ckly th that he lt like hen you how qui h. I fe int out area. W t o n p y o n m o a t high t n a k rk i l have for th as quic benchma must al nly 46% s, he w y o t e r h s a T a p w . n never age o profit o smart percent at I’ll ey’re s e gross days th rs – th d so th o e n w n a t w o h s t a p n of sho y. It w that mo ortunit t group the opp ith tha w r o e f i k n o ro gai hanks a yway, t IQs! An forget.

–Erol

Dear Erol: Before I get into your email, I had a neat thing happen at our last group meeting that I just have to tell you about. Last month, we chatted by email about technicians losing their jobs and starting

SEPTEMBER 2009

their own shops. One of our new members, Becki, and her husband, Dan, had done just that. Dan lost his job at a local car dealership, but instead of moping about being unemployed, he talked with one the service advisors who was also

losing his job.

Dan and the service advisor went into business together and their shop was profitable after just six months. That’s unheard of. I asked what they had done right to accomplish that feat. They said

CANADIAN TECHNICIAN 21

8/24/09

10:51 AM

Page 22

Larry Dickison

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

they weren’t sure what to do first – look for a building to rent, try and secure a loan, or purchase some equipment. A local realtor who ran a successful business told them, “Folks, the very first thing you must do is go to a bookstore and buy The E-Myth Revisited: Why Most Small Businesses Don’t Work by Michael Gerber.”

They took the realtor’s advice to heart and proceeded to get educated on how to run a successful business. The next step was hiring a business coach to train them. Then they attended every course they could find regarding business startups. They’re currently taking an automotive management course to keep them up-to-date in training. Erol, their net profit after less than 18 months in business is a lofty 28%. Do I ever wish I had started off that strong! Indeed, their story has been downright inspirational.

The power of training, eh?

Now, back to your delightfully inspiring email. After reading it my head was too big to go through the door when I was leaving my office.

I’m kidding, of course, but on a more serious note, Erol, I personally don’t think our group is exceptionally smart or that our members have a higher IQ than other shop owners. In fact, Erol, I must admit that I really struggled in school, especially in math (which I despised with a pas-

22 CANADIAN TECHNICIAN

“I recall a sign that caught my eye. It read: ‘If you think training is timeconsuming and expensive, try ignorance!‘”

sion.) I had to work extra hard to grasp mathematical concepts and I had to study like a demon in order to prepare for exams. While I can’t speak for every member of our group, I can tell you that I was smart enough to know that I needed to learn what I didn’t know. There have been many times in which my wife and I would talk about the struggles in the business, from dealing with employees and understanding the financial statements to thinking of how to get more vehicles in the shop and creating ads that actually worked. We constantly look at ways to improve our customer service, selling skills and all the other skills needed to improve the business. I can summarize my success in one word: Training.

Indeed, when I attended one of my first training sessions, I recall a sign that caught my eye. It was on display in a train-

ing room being used by parts vendors, and it read: “If you think training is time-consuming and expensive, try ignorance!”

I asked for a copy, framed it, and it is now on display in my office. The reality of the message was painfully true in my case. And your email got me thinking, so I decided to look back through the training workbooks I’ve amassed over the years. Some go back 14 years! One of the trainers who schooled me has a terrific quote on the bottom of the training workbook, printed on brightly-colored paper so the words would really stand out: “Training does not increase the success of your business; Implementation of the training does.”

Take it from me, Erol, these are indeed words to live by.

Anyway, I must run. I just bought a dog from the Humane Society. However, this pooch is one bad canine. So, it’s off to obedience school with Rupert in tow.

Apparently, even family pets need training these days. And don’t believe what they say – you can teach an old dog new tricks.

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.

SEPTEMBER 2009

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

8/24/09

10:51 AM

Page 23

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

www.v a lvo 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

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

8/24/09

10:51 AM

Page 24

CHANGE Oil

Ontario has become the latest jurisdiction to ban used-oil furnaces.

By David Menzies

(*not her real name) remains unapologetic.

Even though her used-oil furnace has been deemed an environmental scourge, she loves her uber-efficient space heater.

After all, it gets pretty chilly in Jane’s auto shop when Old Man Winter takes lease. Her garage, located north of Toronto, is almost 5,000 sq. ft. and has a fairly high ceiling, making the workspace a tad costly to heat on cold, blustery days.

Indeed, Jane says it’s not unusual to incur

Jane*

heating bills of $1,200 to $1,600 per month during the winter.

That’s when her used-oil space heater played a key cost-cutting role.

“I love it because it kept heating costs down,” she says. “And the guys love it because they’d come in here on a freezing cold day and the work area would be nice and toasty for them.”

Indeed, little wonder Jane champions the merits of her used-oil furnace. She purchased the device five years ago for $6,500. After putting in a chimney and

acquiring used-oil holding tanks and paying for installation, the final tally was about $11,000. But the furnace paid for itself in less than three years.

As Jane notes, from a business case perspective, burning used motor oil makes for a win-win scenario in that several litres of a waste product requiring disposal are instead converted into heating fuel. Certainly the price is right when it comes to the furnace’s waste oil fuel – namely, free. The used oil is derived from customers visiting Jane’s

O`Yl eYc]k l`]k] oj]f[`]k kg kh][aYd7 L`] \a^^]j]f[]k k]]e keYdd$ mflad qgm¿j] mkaf_ l`]e& L`Yl¿k o`]f qgm j]Ydar] l`Yl )-ã g^^k]l `]Y\k Yf\ l`af Zgp ]f\ oYddk _an] qgm hj][ak] [gfljgd af la_`l khY[]k& Af[j]Yk]\ d]f_l` Yf\ [gflafmgmk Yj[ \]ka_f _an] qgm eYkkan]

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

8/24/09

10:51 AM

Page 25

A space heater such as this unit by Clean Burn can no longer incinerate used oil in southern Ontario due to environmental considerations.

shop to get their vehicles’ oil changed.

Alas, as of June 1, after years of intense debate, burning used oil is now illegal in southern Ontario. So, this coming winter, Jane has a decision to make: will she continue burning used motor oil in her space heater? Or will she convert her furnace to burn home heating oil (or even used vegetable oil) so that the device will be in compliance with the new regulations?

It’s a not a decision she’ll make without careful consideration. After all, if she’s caught burning used motor oil, she could face a fine of up to $25,000.

Currently, Jane says she’s leaning toward modifying her furnace so that it is in compliance with the new regulations.

However, she laments that doing so will take a bite out of her bottom line given that, unlike her bounty of used motor oil,

she’ll have to purchase home heating oil.

But there’s a valid reason Ontario has moved to ban used-oil furnaces. Much like other jurisdictions such as Quebec, the greater Vancouver area and California, Ontario has determined that the air pollution that results from the burning of used motor oil makes for a harmful and toxic brew.

For starters, there’s sulphur oxide, nitrogen oxide and fine particulate matter, which causes respiratory problems.

Then there’s the volatile organic compounds and heavy metals such as arsenic, chromium and lead.

According to the Ontario Ministry of the Environment, one space heater burning used oil can emit 10,000 times more lead than a home burning clean fuel. A single furnace can produce 40 tonnes of greenhouse gases annually.

As such, in banning the devices, sul-

OEXLM710B

OXIM710B

BUY THE 10-PIECE LONG METRIC WRENCH SET AND GET THE 10-PIECE MIDGET METRIC SET FREE (A $306.35 VALUE)

lmjfaf_ hgo]j& >dYfc <jan]® _an]k qgm Y kmh]jagj _jah& 9f\ l`] fa[c]d%[`jge] Ç fak` fgl gfdq dggck _gg\$ Zml hjgl][lk qgmj afn]kle]fl ^gj q]Yjk& F]n]j ;gehjgeak]& Lg d]Yjf egj]$ lYdc lg qgmj KfYh%gf ^jYf[`ak]] gj nakal www.snapon.com/freemidgets

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

8/24/09

phur dioxide emissions will be reduced by a factor of 200 in comparison to home heating oil.

And a ban will also lead to 7 million litres of used oil (equivalent to 2.5 million vehicular oil changes) freed up for rerefining.

From an environmental perspective, an oil re-refiner such as Breslau, Ont.based Safety-Kleen Canada Inc. is better positioned to take care of used motor oil in a far more environmentally-responsible fashion.

Inside the Safety-Kleen plant, Frank Wagner looks more like a bartender presiding over a selection of shooters than the company’s environmental health and safety director. Stacked in front of him sit several 30-ml glass vials. Each contains a liquid, in hues ranging from tangerine orange to candy-apple red. Not that you’d ever want to take a sip of this stuff: the contents are actually lubricants, ranging from outboard motor oil to automotive transmission fluid. What’s especially interesting about Wagner’s collection, though, is that none of the samples were ever derived from virgin crude oil; rather, each is a born-again fluid, brought back to life from the gooey black sludge that is used oil.

Transforming goop into something good is the raison d’être of Safety-Kleen’s plant. The 15-acre operation, which resembles a scaled-down oil refinery, specializes in morphing nasty waste by-products into good-as-new lubricants. To emphasize the importance of this service, Wagner points to a particularly vile vial containing thick ebony sludge resembling something out of The Blob. This specimen is no cheesy sci-fi prop, though. Rather, it’s part of what’s left behind when a motorist opts for an oil change.

Most consumers likely don’t spend too much time contemplating what happens to all that used 10W30 that must be disposed of after an oil change is conducted.

But such murky liquid is especially foul stuff. And if it isn’t handled properly – if it is illegally poured down sewers or improperly incinerated – used oil can be extremely hazardous to the environment.

However, a re-refiner liker like SafetyKleen collects and re-refines some 150 26 CANADIAN TECHNICIAN

10:51 AM

Page 26

Studies completed in the U.S., Australia and Europe have all reached the same conclusion: re-refiring used-oil is a preferable alternative to incineration.

million litres of this gunk each year. (The Breslau plant has been recycling waste oil since 1977.)

Notably, a re-refined litre of engine oil meets specifications. Indeed, the housebrand motor oil sold by Wal-Mart is actually recycled oil processed by SafetyKleen.

As well, from an environmental perspective, recycled motor oil makes for a win-win scenario. It takes a whopping 67 litres of raw crude to produce a single litre of new motor oil, but it takes only 1.6 litres of used motor oil to make a litre of recycled oil.

Still, the ban is not without its critics.

Unlike Jane, those shop owners who recently bought used-oil furnaces just prior to the ban taking effect will not be able to recoup their investment – at least, not by burning used motor oil.

As well, Ron Lugowski, who heads up De-On Supply Inc. – a supplier of Clean Burn used-oil burning furnaces – isn’t enamored with the new regulations.

Lugowski maintains the province has yet to prove that burning used-oil is harmful to air quality. And he maintains the decision to ban the furnaces was based more on optics than science. In fact, Lugowski claims an official at Ontario’s Ministry of the Environment (who he declined to name) went so far as to tell a consultant employed by De-On that the province would ban used-oil furnaces even if the devices were emitting “zero emissions.” (Ministry officials deny anyone made such a statement.)

Lugowski also says there’s a potential environmental downside by not burning used-oil. For example, he notes that since there will now be more tanker trucks on Ontario roads, this will increase the chances of an oil spill occurring.

For its part, the ministry says it reviewed used-oil studies conducted in

other jurisdictions. These studies included a recent report on used-oil published by the U.S. Department of Energy that suggests the use of space heaters may have a detrimental impact on air quality in areas where the air quality is already less than optimal. Other studies completed in the U.S., Australia and Europe have all reached the same conclusion: re-refining used-oil is a preferable alternative to incineration.

One of the most highly-regarded studies to date is “Environmental Assessment of Used Oil Management Methods” by Bob Boughton with the California Environmental Protection Agency and Arpad Horvath with the Department of Civil and Environmental Engineering at the University of California. This extensive scientific study on the effects of burning used-oil was published in Environmental Science & Technology in 2004. One of the conclusions: “On the basis of potential human health and environmental impacts, used-oil refining and distillation are significantly better management practices than combustion of used-oil as fuel.”

Further, in a recent report, the Environmental Commissioner of Ontario notes the ban “was long overdue and should send a signal to used-oil generators that the provincial government considers re-refining the most appropriate approach to managing used-oil and that burning it in space heaters is not an acceptable option.”

But the commissioner also noted that the Ministry’s handling of stakeholder consultation was “clumsy, meeting with them only after the ban was announced and giving some stakeholders only days to respond. MOE then repaired some of the damage by extending the deadline for comments.”

Meanwhile, back at Jane’s shop north of Toronto, Jane is philosophical about the new legislation since her used-oil space heater has more than paid for itself so it is not as though Jane is out of pocket. It’s just that her used-oil furnace was such a handy tool in terms of disposing of a waste product while generating heat.

Too bad the environmental price was too steep to tolerate.

SEPTEMBER 2009

Canada_DG

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

8/24/09

10:51 AM

Page 27

Stay ahead of your competition with Bosch Diagnostic Tools and Wheel Service Equipment

Bosch offers a full line off advanced diagno diagnostic ti ttools l and d wheel service equipment to help keep your business on the winning track!

The reliability and accuracy provided by Bosch gives your shop the power you need to improve performance and proďŹ tability. For more information on the high quality diagnostic tools and wheel service equipment available from Bosch, please visit us on the web at www.boschdiagnostics.com or call 800-618-4729.

Š 2009 Robert Bosch Inc., Canada. All rights reserved.

Canada_DG_Race_AD_09.indd 1

8/6/2009 4: 46:45 PM

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

8/25/09

12:00 PM

Page 28

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

8/24/09

10:51 AM

Page 29

Blade Running ................................

Want to sell more wiper blades? Then make sure your customers realize the safety-enhancing prowess of refreshed rubber.

By David Menzies

B

ruce Eccles has never seen a banshee – and most likely never will.

But after doing a routine checkup on a customer’s car recently, the owner of Eccles Auto Service in Dundas, Ont., now has a pretty good idea what a screaming Irish spirit might sound like.

If anything, the sonic assault came from a most unexpected source. As part of a safety inspection, Eccles flipped on the windshield wiper blades to check the wear and tear of a car’s blades. What greeted him was a high-pitched, winceinducing screech so audibly hideous it made Yoko Ono sound like Celine Dion.

But it wasn’t a vengeful banshee wailing away in the service bay. Rather, it was a pair of steel wiper blade holders – completely devoid of wiper-blade rubber. The wiper holders were methodically raking across the car’s windshield; it wasn’t pretty to look at and it was downright painful to hear.

“This was truly unbelievable,” says Eccles. “I mean, I’ve seen pretty beat up wiper blades before, but this was just pure steel on pure glass. No wonder her windshield looked so scuffed up.”

SEPTEMBER 2009

Be it ever so humble, few car parts are as vitally important from a safety perspective as a windshield wiper blade.

After all, how can one properly pilot any vehicle in challenging conditions if visibility is compromised? For this reason, wiper blades should be replaced at least once a year.

Yet, industry observers note that more than 25% of vehicles on the road have wiper blades that are unsuitable, and, in some cases, unsafe.

Clearly (or unclearly as the case may be) a significant percentage of motorists go several years, not months, before replacing those vitally important rubber strips – lackluster cleaning performance and banshee-like screeching be damned.

Perhaps it boils down to “out of sight, out of mind.” When it’s raining, the lack of water-cleansing prowess likely makes a motorist lament his ruined rubber. But when the sun takes lease, all is forgiven – and quickly forgotten.

For his part, Eccles has instructed his technicians to check a vehicle’s wiper blades on a routine basis.

“Sometimes I see wiper blades on cars

that look like two strips of raw bacon,” says Eccles. “Other times the smear on the windshield [due to degraded wiper blades] isn’t where their [customers’] eyes are, so they don’t give a crap.”

Eccles notes that in many cases, customers don’t realize just how degraded their blades have become and just acclimatize themselves to the reduced visibility in bad weather conditions. The good news, however, is that nine times out of 10, when a customer is told the blades are due for replacement, the customer authorizes the work sight unseen.

Sam Sgro, marketing manager for Robert Bosch Inc., says the key to moving more blades is increasing wiper blade visibility – in the shop, that is.

Recently, Bosch introduced a new merchandising system – a freestanding display that adroitly showcases Bosch’s various wiper blades. If space is of the essence, Bosch also offers a peg board display.

Sgro feels that literally putting wiper blades “in the face” of customers will create more awareness and spike sales.

“Like any point of purchase display, CANADIAN TECHNICIAN 29

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

8/24/09

our displays are quite effective in jogging customers’ minds to install new wipers,” he says.

Another new innovation introduced by Bosch is an innovative “reminder card” that can be handed out to customers after the installer tests and inspects the wiper blades. The card features nine colorcoded pictograms, one of which will relate to the wiper blade’s condition. The pictographs indicate one of three conditions: “Everything OK! No action necessary”; “Some shortcomings, the wiper blades should be changed in the next four weeks”; or, “Your wiper blades need to be changed urgently. Please arrange an appointment with us.”

The reminder cards will not only bring attention to the fact that the blades need to be eventually replaced, but Sgro says the cards can also serve as a public relations exercise. In other words, if the blades are still functional, the customer is cautioned that he should replace the rubber in the weeks ahead as opposed to immediately. The end result of this communication method is that the customer appreciates the honesty of the technician

10:52 AM

Page 30

Bosch’s “reminder card” lets consumers know when their blades are due for replacement.

given that he isn’t advocating an immediate replacement for a part that is still functioning properly.

While some believe annual replacement is sufficient, Sgro disagrees, noting that commuting in Canada definitely falls under “severe driving conditions”; thus, wiper blades should be changed twice a year.

“Winter is brutal for blades – ice on the windshield can chew up the rubber real good,” says Sgro, noting it is important for techs to communicate this fact.

To address storage space issues in shops, Bosch will soon be introducing “a small number of blades that are far more universal” says Sgro. “This will lead to better inventory management.”

Another new wiper blade product now on the market is Trico’s Oktane line of “street performance blades,” which are available in six colors –chrome, carbon fibre, white, yellow, red and blue. These colorful blades are meant to match the look of tricked-up tuner cars. (Note:

Dgo gf [d]YjYf[]7 La_`l gf lae]7 Fgl Y hjgZd]e& A^ qgm¿n] _gl Y Dgo HjgÇ d] <mYd 0(&™ Al `Yk l`] keYdd]kl jYl[`]laf_ Yj[ YnYadYZd]$ ^gj mdlaeYl] kh]]\& <mYd hYodk$ o`a[` lmjf jYo hgo]j aflg [gfkakl]fl hgo]j& Hdmk$ alk hj][akagf%^gj_]\ Yddgq kl]]d ak `]Yl lj]Yl]\ ^gj ghlaeme \mjYZadalq&

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

8/24/09

please don’t insult the fashion gods by advising the fellow behind the wheel of a grey-on-grey Buick Century to go with a pair of screaming neon amber wiper blades… that’s just not right.)

However, sometimes it’s beneficial to piggyback wiper blades with a complimentary product. Example: Rain-X Glass Treatment and Anti-Fog combination, which are manufactured by PennzoilQuaker State in Canada.

The Glass Treatment basically works like a patch for glass, filling-in the microscopic pores on the windshield and coating the window with a film of anti-water compound. This causes the water to bead immediately and run off the window.

Rain-X notes that in tests conducted by a major university, better visibility improved driving response time by up to a full second or more. That might not sound like much, but an extra second at highway speed is equivalent to four car lengths of extra stopping distance. And this nugget is worth passing along to customers.

Rain-X spokesman Jamie Tinney says shops can offer a free Rain-X window treatment with every set of new wiper

10:52 AM

Page 31

It can be benefical to piggyback wiper blades with a complimentary product. blades purchased. Such a value-add promotion also helps drive sales. As well, she says the company recommends a detailed service approach called Impact. Here’s how it works: midway through the oil service, the tech will review with the customer everything that was checked on the vehicle. An important part of the approach mid-service is to check the wiper blades. During the review with the customer, simply ask, “How are your wiper blades working for you?” – even if the blades look fine.

“This [strategy] sells blades,” says Tinney. “Vehicle owners only ever think of their wiper blades when it’s raining. We need to remind them at the shop level as part of the service. The shops that ask, get the sale.”

Meanwhile, a new Rain-X wiper blade recently introduced is the Latitude, which, according to the manufacturer, features an “ice-resistant frame that pre-

>a_mj] af gmj f]o dgo hjgÇ d] \]ka_f$ Yf\ qgm¿j] lYdcaf_ YZgml Ydd l`Yl kh]]\$ hgo]j Yf\ \mjYZadalq af YZgml `Yd^ l`] khY[]& F]n]j ;gehjgeak]& Lg d]Yjf egj]$ lYdc lg qgmj KfYh%gf ^jYf[`ak]] gj nakal www.snapon.com/lowprofile

vents ice and snow build-up.”

The Rain-X Latitude blades don’t have the same kind of frame as conventional blades. They feature a curved blade that’s attached to a thin frame which is encased in rubber. There’s also a built-in spoiler to prevent wind lift and reduce chatter on the windshield.

The blade itself is made from chloroprene rubber, which is described by RainX as being, “harder, stronger, more durable and more thermal-resistant than natural rubber.” (Chloroprene is a synthetic rubber, designed with special properties, and it’s also coated with graphite to reduce friction and increase adhesion to the windshield.) In winter months, these blades are less likely to get bogged down with snow and ice.

Regardless of the season, don’t assume your customer is aware (or even remembers) how poorly his wiper blades are functioning. Always inspect the blades, because in many cases, those strips of rubber are desperately in need of replacement. A set of new wiper blades is good for your customers’ safety – and that’s good for your bottom line.

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

8/24/09

10:52 AM

Page 32

No pain,NO GAIN ngoing technician training has been, arguably, one of the biggest yet least discussed problems facing the independent automotive shop.

Independents face training challenges on many fronts, some of which I will describe here. After we have reviewed the problems I will offer some solutions that I hope will be helpful.

O

One stop shop Most independent shops work on just about everything on four wheels. This creates a couple of distinct problems. For starters, there’s the necessity to learn at 32 CANADIAN TECHNICIAN

Yes, training programs for technicians can be costly and time-consuming. But not committing to ongoing training programs is ultimately a self-defeating strategy.

By Todd Huggard least the basics of many vehicle systems, taxing techs’ skill levels. The second and equally important problem stems from problem one – working on everything entails that you have to be “tooled up” to handle the various makes and models that find their way into your shop. Merely pos-

sessing the necessary tools is oftentimes not enough, a tool isn’t very useful unless you know how to use it to its full potential.

Apathy The dictionary defines apathy as, “Lack of interest or concern, especially regarding SEPTEMBER 2009

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

8/24/09

10:52 AM

Page 33

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

8/24/09

10:52 AM

Page 34

Shop owner:

shops embrace this busimatters of general impor“What if I train them and they quit?” ness model and have tance or appeal; indifferenjoyed very good success ence.” I think that apathy Response: with it. I know of shops best describes the attitude “What if you don’t train them and they stay?” that just service Toyotas, that prevails in many shop –Ancient iATN proverb for example, and are recowners’ and technicians’ ognized by consumers and minds regarding ongoing other shops as the place in training. Some shop owntheir area to get a Toyota fixed ers are reluctant to invest in their techs, What do we work on? not willing to pay for them to attend trainAs was mentioned at the beginning, ing. I am puzzled by this mindset, as I view most independent shops work on just Leading a horse to water training as an investment – not an about everything on the road. It is and getting him to drink expense. Many owners and managers are incumbent upon us to service the vehiTwo questions I often hear are: “How do I reluctant to invest training dollars in their cles our customers drive – there’s no get my employees to attend training sespersonnel, as they are concerned that the way around that. So, what is the most sions?” and, “I want to attend training but employee might quit at some point in time cost-effective and efficient way to tool my boss won’t send me – how do I conand all that training money spent will and train for this scenario? One way to vince him to let me go?” have been squandered. This same attiproceed is to have a good look at what I’m afraid these two questions are the tude manifests itself in some techs’ minds vehicles you see the most of in your ones I hear the most frequently and are as well, although the reasons are differbays. Review your invoices and establish the two that are the hardest to resolve. I ent. They don’t want to attend training some real numbers on what make of am not going to pull any punches here. If because it may cut into their leisure time vehicles the majority of your customers you are an employer and are encountering or worse yet, they don’t feel they require own. Let’s use a hypothetical shop for an resistance when it comes to getting your it. Then there’s the plain old affordability example. Joe at ABC Auto has a look at techs to attend training, find out why they problem. “I just can’t afford it” is a statewhat kind of cars his customer base don’t want to go. Sometimes there are ment I repeatedly hear from owners and owns. He breaks it down and it looks legitimate reasons for not wanting to techs alike: The combination of these attilike this: attend. Family commitments, lack of tudes out there among some shops is selfincentive (i.e., pay) are some of the readefeating and ultimately does a disservice sons some techs show little interest in GENERAL MOTORS 38% to our industry. attending training sessions. Sometimes a FORD 22% tech feels that the courses offered are TOYOTA 12% beneath his skill level and he could well CHRYSLER 9% Lack of quality be right. Conversely, some techs are HONDA 5% Inevitably, in my chats with techs and intimidated by training, they don’t want to ALL OTHER MAKES 14% when following discussions in online get “shown up” or perhaps some of the forums, the question is raised, “Where material is truly above their skill level. It do I find quality training opportunities?”

Joe should be concentrating his trainis in everyone’s best interest to find out Some people tell me stories of how they ing and tooling budget on GM and Ford, the reasons and create a training regimen invested in a training course and felt as these makes comprise 60% of his marthat will benefit both the technician and that it wasn’t valuable and, ultimately, a ket. This aids immensely in decisions the shop. complete waste of money. These are regarding everything from which training A good plan is to assess each tech’s valid complaints and later on in these courses to enroll his techs in to what kind skill level periodically for the purpose of pages I will give you some ideas about of a scan tool he should buy. Once he and finding out what training program will how to get the most bang for your trainhis staff get up to snuff on GM and Ford, benefit him the most. Also, techs should ing buck. they can concentrate on the next most be encouraged to state their preferences Another problem we face in Canada numerous make of vehicles on the list. when considering training options. is geographical. Canada is a big country, This is a fluid process and should be On the other hand, there is the situaand if your shop is located in, say, reviewed often, but it’s a good method to tion of a tech wanting to attend training Melfort, Man., it’s a pretty daunting task establish a baseline for prioritizing trainand never getting the opportunity. to drive down to Winnipeg on a Tuesday ing and tooling costs.

Progressive shop owners and managers night in winter to attend that class on An alternative to this is to crunch the know that ongoing training just makes GM electronic throttle control. numbers and consider specialization, good business sense because it makes (Especially since you’d probably have to meaning selecting the vehicles you work money. If you’re a tech, and are faced with leave on Sunday in order to get to class on the most and, importantly, choosing a situation such as the one described, try on time.) the vehicles you and your staff want to explaining the value of training to who Now that I’ve highlighted some of the service and service profitably. Then, you ever makes the decisions. Failing that, problems, I’ll try to provide some need to be specializing in those makes. pay for the training yourself. That’s right, answers to the best of my ability.

This option isn’t for everyone but many 34 CANADIAN TECHNICIAN

SEPTEMBER 2009

8/24/09

invest in yourself. It can only serve to improve you personally and increases your market value when you are considering a new position at a better shop. I call it “creating circumstances.” There isn’t much point stagnating in a dead end job, all the while not improving yourself through training. You will lose both ways.

Yes, it costs money. But if you invest in yourself it will pay dividends down the road.

Finally, returning to the subject of apathy, can management fix apathetic techs?

Can techs fix apathetic management? I can’t answer those questions as the dynamics of each situation are as different as the number of shops out there. But it’s a good bet that shops that don’t even bother to try to keep up with technology will slowly go by the wayside.

Quality control It takes money to run a well-equipped, up-to-date repair facility. How do you determine the quality of training that’s out there? You don’t want to establish a training budget and waste it on inferior training material or spend it on courses that will be of little benefit to your techs. Word of mouth can be a good indicator regarding the merits of training courses. Ask other techs their opinion on specific training courses and network with other shops and find out what they liked or disliked about particular training events.

Online resources such as the Canadian Technician Forum and iATN’s website have forums specifically devoted to discussing training events. These resources are some of the best ways to find out what is available and if the training is good.

Many parts jobbers have training events that they sponsor, find out what they offer.

Returning to the subject of location, as I previously mentioned, physical distance is a major stumbling block for many rural shops. Even techs in urban areas sometimes have to travel extensively to attend the training they have chosen. Be prepared to account for flights and hotel accommodation in your training budget.

Some training events require travelling to the United States or half way across the country. This is just one of the realities of accessing high-quality training.

SEPTEMBER 2009

10:52 AM

Page 35

Other options Live classroom style training is the best in my book but there are other training options available. Many companies produce web-based training that can be accessed at any time by a tech in the comfort of his own home or during breaks at work. This option is particularly appealing because it helps reduce costs and allows flexibility, virtually eliminating scheduling problems. There is also CD

and DVD material produced by various companies that make for excellent resources. Another plus about computer based training is the student can review sections of material anytime or view a course several times—or whenever they feel the need that some retraining is in order.

Todd Huggard is a mobile diagnostician and trainer based in Edmonton.

© 2009 Beck/Arnley Worldparts, Inc.

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

Application Specific Sourcing

OE Quality & Fit

Broad Vehicle & Part Coverage

Product Enhancements and Solutions

Superior Customer Service

Parts Made Right.

Life Made Easy.

TM

For nearly 100 years, For years, Beck/Arnley Beck/Arnley has been a leadin leading g specialt specialty y supplier of premium qu quality, uality, genuine foreign namepl nameplate late parts with the look, fit and perform performance mance of original equipment. Beck/Arnley Beck/Arnley offers broad vehicle vehicle and and part coverage, coverage, product enhancements enha ancements and solutions, and superior customer service, making life e easier for professional import technicians. technicians. Because Because of Beck/Arnley’s Beck/Arnley’ n s commitcommitment to ex excellence, cellence, the e Beck/Arnley Beck/Arnley® brand brand is favored favore ed by by import technicians everywhere, everywhere e, every every time.

To T o learn more and find a distributor, distributorr, visit www www.beckarnley.com. .beckarn nley.com.

CANADIAN TECHNICIAN 35

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

8/24/09

10:52 AM

Page 36

The new

COLD WAR

Big changes are coming to the world of refrigerants.

By Allan Haberman

C

all it the “new Cold War”. There’s a battle currently raging in the air conditioning world, and it’s directly affecting the automotive aftermarket industry.

By way of background, the phase-out of R12 refrigerant in the mid-’90s was due to the negative impact that refrigerant had on the ozone layer. The chlorine component of R12 (dichlorodifluoromethane) needed to be eliminated. The replacement for R12, R134a (tetra-fluoroethane), has no chlorine content and therefore doesn’t have the same negative effect on the ozone.

However, R134a does have a high GWP or Global Warming Potential. The GWP rating for R134a is 1300. With the current global focus on reducing greenhouse gas emissions this high GWP makes R134a as unacceptable as R12 was in the ’90s.

Indeed, in Europe as of 2011, the use of refrigerants with a GWP of more than 150 will not be allowed in new model vehicle production. Beginning in 2017, this ban will extend to all vehicles.

With the ban fast approaching, European manufacturers have three options currently available to them: R152a (GWP=140), HFO1234yf (GWP=4) and R744 (GWP=1).

Each of these refrigerants has its own unique attributes – and problems.

R152a is a hydrocarbon-based gas which is flammable and requires extensive system modifications in order to be used in an automotive-style application.

HFO1234yf (Tetrafluoroprop-1-ene), codeveloped by Honeywell and Dupont as a replacement for R134a, has similar pressure and temperature parameters to R134a. R744 (CO2) carbon dioxide gas is widely used as a refrigerant in non-MACS (Mobile Air Conditioning Systems) appli-

36 CANADIAN TECHNICIAN

SEPTEMBER 2009

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

8/24/09

cations. The working pressures are considerably higher than current systems again requiring extensive modifications.

With the flammability issues of R152a the frontrunners for replacement of R134a are HFO1234yf and R744.

HFO1234yf was developed to be an economical replacement requiring minimal modifications to existing systems. The ease of integration should make HFO1234yf an easy choice as a replacement, but other issues come into play.

Because R152a and R744 are both considered “natural” refrigerants there is the argument that a chemical replacement will only be a short-term solution and eventually another alternative will be needed. Proponents of natural refrigerants suggest that the lack of long-term testing of HFO1234yf is also a concern.

For these reasons, proponents of natural refrigerants suggest that the cost of switching will have to be realized sooner or later and a chemical replacement only delays the inevitable.

R744 (CO2) systems have been developed by a small group of European vehicle manufacturers and are viable. But there’s concern that if a global solution isn’t agreed upon and some manufacturers use R744 – while others opt for HFO1234yf – there could be a significant manufacturing cost difference between these manufacturers. This could result in an unfair disadvantage for the manufacturers that switch to a natural refrigerant.

So the choice of which refrigerant will replace R134a or even if more than one refrigerant will be used still needs to be resolved.

But the question arises: why should a Canadian technician be concerned about a ban on R134a in Europe?

The answer: while the ban only currently affects vehicles built and sold in Europe, if it extends to all vehicles built by European manufacturers including those for export, we will be seeing European cars with some new refrigerant soon. If that new refrigerant is R744, technicians will need to learn how to service air conditioning systems in an entirely different way. Even if the refrigerant is HFO1234yf, we’ll still need new equipment to deal with a third regulated refrigerant.

But that’s only if the ban extends to export vehicles. What if North American regulators adopt the same ban on R134a?

SEPTEMBER 2009

10:52 AM

Page 37

There’s indeed talk about extending the European ban to include North America.

If that should occur, we could be dealing with a new refrigerant again in the near future.

Whether it happens in 2011 or sometime further down the road, the days of using R134a are clearly numbered. At some point, R134a will be phased-out just as R12 was eliminated and we’ll have to get savvy working with a new refrigerant.

Whether that refrigerant is natural or

chemical, technicians will have to adapt and learn to work with the changes – just as we always do. After all, the only constant in this trade is change. Keeping that proviso in mind, technicians would be well-served preparing themselves for the new cold war that will soon erupt in the world of refrigerants.

Allan Haberman is a technical training specialist with Blue Streak Hygrade Motor Products in Winnipeg.

*Based on a severe sludge cleane upp test using SAE 5W-30. **As measured in ASTM Sequence IVA engine test using SAE 5W-50.

Superior active cleansing aggent ents nt versus our conventional and synthetic blend motor oils. © 2009 SOPUS Products. All rights reserved.

WHEN YOUR BUSINESS IS RUNNING RIGHT,

Y O U F E E L I T.

Learn how Pennzoil Platinum® full synthetic motor oil can help you grow your business —now.

Offering Pennzoil Platinum® builds value and profitability to your oil change business with claims that are compelling to your customers and programs that keep them coming back.

• Pennzoil Platinum® cleans out up to 46% of engine sludge in the 1st oil change and continues to clean in the 2nd change* • No leading synthetic oil provides better wear protection** • Pennzoil® support programs help promote repeat business Contact your Shell sales rep today. To learn more about Pennzoil Platinum®, visit Pennzoil.com

CANADIAN TECHNICIAN 37

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

8/24/09

Corvette performance exhaust system Katech Performance now offers its ClubSport Exhaust System for the C6

Corvette Z06 or ZR1. The ClubSport Exhaust System, when combined with an X-pipe, is designed to shave 30 lbs. off the stock exhaust while adding a deep, aggressive tone.

Using the factory exhaust baffle system to turn off one side of the exhaust during low RPM cruising, the ClubSport Exhaust technology cancels out low-RPM sound waves that cause drone. The result is a deep, racecar-like sound at high RPM while maintaining idle volume at moderate levels. www.katechengines.com

10:52 AM

Page 38

Cordless electrostatic gun

Magnetic washer remover

ITW Ransburg has introduced the Vector Solo 65kV cordless electrostatic gun. The new Solo 65kV provides superior transfer efficiency of the original Vector Solo in a smaller, compact size. The reduced barrel length and lightweight design allows for easy handling and

Matco Tools has introduced a new magnetic washer remover kit, the MST6770.

better control. Coupling transfer efficiency with a reduced gun size, Vector 65kV delivers high-quality finishes combined with ease of use. The gun’s ergonomic handle contouring provides operators proper grips, making extended spray times easier with less fatigue.

It also requires less force for trigger pulls. www.itwransburg.com

According to Matco, this new washer remover makes the washer removal task quick and easy. The MST6770 has three very strong magnets in each end, which attach to washers. This keeps the washers flat for straight, non-binding removal. As well, the tool is manufactured from durable lightweight glass-filled nylon plastic. www.matcotools.com

Four-post lift Hunter’s next generation of four-post lifts offers greater capacities and capabilities to service everything from passenger cars to box trucks. The open-front L441 allows for easy access to adjustment points and pro-

How Deep Is Your Glove?

BG GLOVES & SAFETY

carries a wide variety of gloves specially targeted for those in the automotive industry. We also carry customized first aid kits as well as first aid supplies, clothing, shop rags, masks and everything else required for your health and safety needs.

Please contact Loryn Menzies BG Gloves & Safety 905.738.2411 • Fax 905.738.6743

www.bggloves.com 38 CANADIAN TECHNICIAN

SEPTEMBER 2009

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

8/24/09

10:52 AM

Page 39

heating. Rislone Liquid Aluminum is effective in cars, trucks, vans, SUVs, buses and RVs and is compatible with all types of antifreeze, including conventional green or blue (silicate-based) and extended-life red/orange or yellow (OAT/HOAT) variants.

It is added directly to the vehicle’s cooling system – no flushing is required and most leaks are sealed instantly. www.rislone.ca vides a massive 18,000-lb. lifting capacity and increased maximum wheelbases of 193” (general service), 177” (two-wheel alignment), and 158” (four-wheel alignment). The closed-front L444 also offers an 18,000-lb. lifting capacity and adds 39 inches to the maximum wheelbase ranges over the previous model to now provide 227” (general service), 211” (two-wheel alignment), and 158” (four-wheel alignment).

The optional features available on the L441 and L444 create a four-post lift with timesaving capabilities. The timesaving features include Hunter’s award-winning PowerSlide system that allows the technician to lock and unlock turnplates and slipplates with the flip of a switch, eliminating multiple trips around the vehicle and the hassle of removing and replacing lock pins. www.hunter.com

Lift Inspection Service Rotary Lift has introduced Inspect to Protect, the first nationwide lift inspection program in Canada. The new program provides professional lift inspections with special pricing in order to ensure that all of a shop’s lifts can handle any increased workload safely and efficiently. As well, Rotary Lift notes that a growing number of provincial regulations require that all vehicle lifts be inspected by

N W O D e! d i r T e I Sand enjoy th line… n O o ning ! r TechhPmore than trai Muc

Cooling system stop leak Cooling system leaks have changed through the years.

Not long ago, coolant leaks required immediate repair.

But these days, leaks may go undetected until the vehicle starts to seriously overheat.

To better meet these evolving needs, Rislone has introduced a new stop leak for the entire cooling system: Liquid Aluminum Cooling System/Radiator Stop Leak.

Rislone Liquid Aluminum has been specifically formulated to permanently seal the coolant leaks that cause most vehicle overheating problems. It features the proprietary wetting agent Xtreme Cool. Xtreme Cool reduces the surface tension of coolant (which increases its wetting ability) as well as improving heat transfer and reducing coolant temperature. As a result, Xtreme Cool helps prevent future leaks and overSEPTEMBER 2009

NLINE U O D E C DVAN M TAKE YO A R U RA LET O PROG TO BE! G N I TRAIN YOU NEED E WHER ONLINE

CANADIAN TECHNICIAN 39

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

8/24/09

qualified lift inspectors at least annually.

A professional lift inspection can identify any issues before they can grow into major problems. This keeps employees safe as well as maintaining bay productivity and reducing lift repair costs. Each participating Inspect to Protect company has inspectors on staff who meet all of the requirements for a qualified lift inspector. As an added benefit of the program, if a customer replaces any bro-

10:52 AM

Page 40

ken/outdated lifts as a result of an Inspect to Protect lift inspection, the replacement Rotary Lift product will come with a free extended warranty, if it is installed by an RAI. The Rotary Lift Inspect to Protect program runs throughout Canada until Sept. 30, 2009. www.rotarylift.com

Computer cleaner Cyber Clean eliminates dirt, grease and old-

school viruses from computer hardware, electronics and car interiors. Keyboards are safer and cleaner as Cyber-Clean comprehensively addresses the nooks that other cleaners cannot reach. With its patented cleaning action, bright yellow coloring and unique slime-like composition, Cyber Clean offers office managers an opportunity to reclaim the keyboard. Cyber Clean is a synthetic membrane that can be spread over a keyboard or remote control, pressed in to reach between buttons and then pulled off in one singular piece, bringing with it the dirt and germs from the surface and between the keys. Non-toxic, it leaves behind neither residue nor odor; it an be used up to 75 times; and it’s biodegradable. www.cyberclean.ch

All-terrain tire Bridgestone has introduced the Dueler A/T Revo 2, the next generation all-terrain tire in the Dueler family. The second generation Dueler A/T Revo was developed in response to consumer demand for an all-terrain product that meets the needs of modern trucks, SUVs and crossovers. With its new sidewall design and tread pattern, the Dueler A/T Revo 2 makes for a versatile and aggressive tire.

Bridgestone says its Dueler A/T Revo 2 has been enhanced with cutting-edge technology by offering improved wet traction and rolling resistance. The passenger sizes of the A/T Revo 2 feature a Dual Layer Tread, and the light truck-metric sizes are enhanced with Bridgestone’s DuraTech tread compound to resist chipping and tearing when used in demanding conditions. Other improvements include reduced road noise (made possible through optimizing the tire’s tread design) and increased biting edges to maintain snow and off-road performance. The Dueler A/T Revo 2 is available in 27 sizes from 15” through 20” rim diameters. P-metric sizes feature a 500 AB UTQG and 50,000-mile limited treadwear warranty. www.bridgestoneamericas.com

40 CANADIAN TECHNICIAN

SEPTEMBER 2009

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

8/24/09

10:52 AM

Page 41

Car Quiz

Famous Cars of Filmland Chances are, if you’re in the automotive aftermarket industry, you have a passion for cars. Having said that, welcome to our new feature, Car Quiz, in which we challenge you to test your Automotive I.Q.

5. In the Steven Spielberg film Duel, a trucker terrorizes Dennis Weaver. What Chrysler vehicle was Weaver driving?

6. Corvette Summer featured this male lead who had previously starred in Star Wars.

This month’s theme: The Cars of the Silver Screen.

Good luck. And please… no Googling!

7. Name the car prominently featured in the 1971 movie, Vanishing Point.

2. Name James Bond’s snazzy set of wheels from Goldfinger.

3. What two-digit number was painted on the door and hood of Herbie, The Love Bug?

9. What beater of a car does “The Dude” drive in The Big Lebowski?

10. What was the name of the gizmo that allowed Doc Brown’s DeLorean to time travel in the Back to the Future movies?

4. Bullitt features one of the most famous car chase scenes ever filmed. Which two vehicles were tearing up the streets of San Francisco?

ANSWERS 1. 1966 Ford Thunderbird convertible 2. 1963 Austin Martin DB6 3. 53 4. Ford Mustang 390 GT Fastback and Dodge Charger R/T 440 5. Plymouth Valiant 6. Mark Hamill 7. Dodge Challenger R/T 8. 1973 Oldsmobile Delta 88 9. 1973 Gran Torino 10. Flux Capacitor

8. This GM car shows up in almost all Sam Raimi movies, from Evil Dead 2 and Army of Darkness to Spider-Man and Drag Me to Hell. Name it.

1. What car was driven by Thelma and Louise into the abyss of the Grand Canyon?

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

Have a comment to make about Canadian Technician?

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

❏

SEPTEMBER 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

September 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

CANADIAN TECHNICIAN 41

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

8/24/09

10:52 AM

Page 42

Canadian Car Owner can help increase your profits… …and build customer loyalty For just 30¢ a copy you can give Canadian Car Owner to each one of your customers.

■ Canadian Car Owner will educate your customers about the importance of regularly scheduled vehicle maintenance because every issue of Canadian Car Owner will stress the value of preventive maintenance.

■ Your customers will learn that bringing their car back to your shop before something goes wrong will result in a smoother running, longer lasting vehicle that will have fewer unwanted and inconvenient repairs, and be worth more when it comes time to trade it in.

■ Hand out or attach a copy of Canadian Car Owner to all your invoices.

Your customers will thank you for it and they’ll be more receptive when you call to schedule their next appointment.

■ Canadian Car Owner will be mailed directly to your shop at no additional cost to you.

TO ORDER YOUR COPIES OF CANADIAN CAR OWNER FOR 2010 complete the order form.

MINIMUM ORDER IS 1,000 copies (250 per quarter).

✁

Please complete the form below and fax it back to 416-614-8861.

Company Name: Company Address:

Contact Name: Contact Details: Phone: (

■ ■

)

Fax: (

)

Email

Please invoice me $300.00 + GST for an annual subscription of Canadian Car Owner. I understand I will receive 1,000 copies of Canadian Car Owner (250 per quarter) which will be mailed directly to my shop at no additional cost to me.

Need more copies? Please send me ___________ (@ 30¢ per copy) of Canadian Car Owner in four equal shipments.

I have enclosed my cheque for $___________ including GST Signature:

CANADIAN

OWNER

To order by credit card call 416-614-2200

®

ACCEPTED

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

8/24/09

10:52 AM

Page 43

CLASSIFIED ADVERTISING SECTION

TechSupport West Diagnostics We don’t just sell equipment, we sell an experience Distributor of

“Joining AAEC was the best thing I ever did. I’ve learned a tremendous amount and my business improved by leaps and bounds!”

– Rob Scott, a member of the Automotive Aftermarket E-Learning Centre

A Proud Autonerdz Affiliate

The most powerful automotive labscope on the planet

NEW

Online T ! oolb to fix y ox ou busines r s

JOIN TODAY AT www.aaec.ca/canadiantechnician

FOR ONLY

2495

$

/month *

* Minimum subscription of 12 months required.

numbers and immediately

AUTOMOTIVE AFTERMARKET E-LEARNING CENTRE the Online Business Management Resource

see the problem areas in my

DEVELOPED BY BOB GREENWOOD

“Being able to look at the

business is fantastic. I can go over them pretty quickly and

Learn How to Effectively:

figure out what I have to do

• Reduce Stress in Managing your Business

in order to be profitable, in order to grow my business.”

– Rob Scott, Glenwood Auto, Saskatoon, SK

• Improve Business Profitability • Improve Expense Control • Improve Labour Productivity • Realize the Potential of your Business • Manage the return you are making on your Investment in your Business

TECHSUPPORT WEST DIAGNOSTICS www.autonerdz.com • todd@autonerdz.com

• Experience an Improved Lifestyle Bob Greenwood

For More Information: Visit us at www.aaec.ca, or e-mail us at info@aaec.ca Register now at www.aaec.ca/canadiantechnician

1-866-474-7421 or 780-722-5682

FOR SALE Well Established Automotive Repair Business Services provided in the London surrounding area • 7 bay full automotive repair shop • In business for more than 25 years • Newer buildings 1 acre in prime location • Well established customer base

• Large radiator shop • Gross annual sales in excess of $800,000 • NAPA distributorship • Newer equipment

Owner would like to retire • Serious enquiries only

automotiveshop@hotmail.com

Fax: 519-631-6442

THE NUMBER ONE SELLING USED-OIL FURNACE OF ALL TIME Escalating energy costs make your used-oil more valuable than ever before. On-site recycling can drastically reduce your energy costs while immediately increasing your cash flow.

INSIDE THE RED BOX

For special Marketplace rates contact

Martyn Johns

What you see makes it a Clean Burn. What you don’t see makes it “burn clean.”

Our patented Clean Burn heat exchanger provides you with more heat from less oil. Only “The Red Box” includes 250 percent more surface area for greater heat transfer than any typical blast tube.

The result: More heat per gallon of oil.

416-614-5826 mjohns@newcom.ca

SEPTEMBER 2009

DSI Installation and After Sales Support will ensure maximum savings for years to come

www.deonsupply.com 1-800-824-4115

CANADIAN TECHNICIAN 43

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

8/24/09

10:52 AM

Page 44

Break Time with Complete the puzzle and enter for your chance to WIN A PRIZE PACK s FRAM® BRANDED HAT s RETRO T-SHIRT s 75TH ANNIVERSARY FRAM® 1934 FORD STREET ROD (1:24 scale) DIE-CAST MODEL 1

2

3

4

5

6

7

1.

5.

9.

10.

11.

14.

16.

20.

21.

22.

23.

AUTO PUZZLE

8 9

10

12

13

14

15

16

17 18

20

21

22

R

I

T

D

R

E

M

I I

O

N

O

P

V

I

E

M T

N

P

G

L V

E

L

S

P

T

T

I

A

L

A

W

Y

O

I

C

O

O

N

N

E

L E

H

N

I

G

H

N T

O

R

E

R

C

A L

W

R

M

E F

A

R

K

E

R

F

I

L

C

C

H O

P E

O

D

DOWN Code for Honda's “compound vortex controlled combustion” engine HANS is racer's Head & ____ Support system Tread ____, tire-replacement criterion Salvage yards, in other words (4,9) Power type in future cars, some say Battery-diagnostic procedure (4,4) Toyota pickup for a west-coast US driver Orientation of even-numbered US interstates (4,4) The SC in CASCAR and NASCAR (5,3) RPM component Trade talk for windshield pillar (1,4) The Beatles' lovely meter maid Hapless "Dukes of Hazzard" cop-car driver

ENTER FOR A CHANCE Send your solved puzzle to Canadian Technician We’ll draw a winner on October17, 2009.

TO WIN A FRAM Send to 451 Attwell Drive, Toronto, ON M9W 5C4. Or fax to 416-614-8861 PRIZE PACK.

Name:

D

Workplace:

M

Work address:

Y E

E S

E

T

Phone:

E

NO PURCHASE NECESSARY. To enter, residents of Canada who have reached the age of majority according to the law of the province in which they reside, should complete official entry form and post it to Canadian Technician Magazine, 451 Attwell Drive, Toronto, ON, M9W 5C4. Or fax it to 416-614-8861. Canadian Technician is the Sponsor of the sweepstakes. Chances of winning depend on total number of eligible entries received.

For this month’s drawing, entries must be received no later than 8:00 pm EST on November 17, 2009. One entry per person per month. Prize valued at approximately $100. Void where prohibited. Subject to full, official rules and regulations. For full, official rules and regulations visit www.canadiantechnician.com.

O T

WIN

With 16-Across, your favourite magazine Bottommost portion of camshaft lobe Formula One car's driving compartment Monster-truck competition venue, often Vital cooling-system component Service technicians (4,9) See 1-Across clue Location of GM's "Test Track" attraction Term for valve-seat deterioration Fastener type, e.g. T-15, T-40 Dashboards' retractable receptacles

I

A D

H Y

E

E

Y

O T

E

E A

B

D

R

O I

R

W S

U N

1.

2.

3.

4.

6.

7.

8.

12.

13.

15.

17.

18.

19.

23

May 2009 Auto Puzzle T

19

SEPTEMBER 09

11

ACROSS

E

R

Congratulations to Dennis Kokovai of Serbu Tire O/A Wheel City Windsor in Windsor, Ont. for solving our May 2009 puzzle.

email:

QUESTION OF THE MONTH: If the federal government introduced a U.S.-style “Cash for Clunkers” rebate program, do you think this would hurt your business?

Break Time Over? PUT THE POWER OF ORANGE TO WORK

FRAM Advantage is a comprehensive program designed to drive loyal FRAM consumers into DIFM service bays to have quality FRAM filters installed as part of their oil change. Give customers the brand they know and trust, while helping increase your business. Want to find out more about the benefits of becoming a FRAM Advantage Professional Installer?

Visit www.framadvantage.com or call 1-800-243-2323.

A Honeywell Car Care Product © 2009 Honeywell International Inc.

www.fram.com

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

8/24/09

1:13 PM

Page 45

continued from page 46 “Tell me about it.” Herk lowered his voice. “Just the other day, Dave at Ford told me they’re doing a course on the Power Stroke Diesels, and inviting the independents. D’ya know what one service manager told him? ‘My tech knows everything there is to know about Fords, so he don’t need to come.’” He shook his head. “Can you imagine the arrogance?”

“It’s not arrogance, Herk,” said Dieter.

“It’s just plain ignorance. Most guys don’t know what they don’t know. It’s the old head in the sand scenario.”

Herk leaned back and sighed. “That’s why I brought the subject up today. You all know I’ve been promoting upgrade courses for years now, but I’ll tell ya, I’m getting tired of all the excuses. I wonder why I bother.”

Dutchy snorted. “Why you bother? Ja, I mean that’s obvious. You want us to stay in business. If we go under, who will you sell parts to?”

Dutchy had a point: a blunt one, but a point.

We tossed around some ideas, and then returned to our shops. Quigley looked up from his computer terminal. “Well, any

pearls of wisdom to report this morning?”

“Just come with me,” I said, heading for the stairs. “We’ve got work to do.”

It took most of the day, but by afternoon coffee I was able to gather the crew upstairs on the mezzanine above the parts room. “Hey, cool gear, boss!” exclaimed Beanie, gazing at the comfortable chairs gathered around a flat screen TV. A DVD player and an internet-ready computer stood to the side. The throw rug on the plywood floor was accented by a small coffee table with bowls of chips, pretzels, and most importantly, remote controls.

“Gentlemen,” I announced. ”Welcome to Training Central. I’ve decided that since keeping current with the latest repair procedures is so important, that we’ll try and do most of it from right here.

Quigley and I will schedule the work so that each month all of you will have time to keep yourself up to date.”

Tooner removed his ball cap and scratched his head. “Whoa, ya mean on company time an’ all? I guess I’ll have to quit falling asleep during the training sessions from now on.”

“That would be helpful,” I said dryly.

“Well done, Slim,” remarked Basil. “By any chance does that TV get my favorite cooking show?”

Beanie opened the small fridge. “Hey, check out the refreshments. I’m up first!”

He dug into the stack of training DVDs we already had (but nobody had watched) while Basil threw a bag of popcorn into the microwave. Before long, we had a real party going on. “Hey, can I invite the guys from Spoke Lee’s over tonight for session? They’d love this!”

Okay, call it bribery. But between training videos, online courses, and even the technical forums available on the net, I’m going to do all I can to keep up with this crazy industry. Grabbing a bag of chocolate chip cookies out of the small pantry, I sat down. Who knows? Maybe I’ll even learn a thing or two.

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

ADVERTISER INDEX AAEC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .43

Matco . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28

AIA Canada . . . . . . . . . . . . . . . . . . . . . . . .36,40

Mitchell 1 . . . . . . . . . . . . . . . . . . . . . . . . . . . .18

BG Gloves . . . . . . . . . . . . . . . . . . . . . . . . . . . .38

Mopar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9

Bar’s Products . . . . . . . . . . . . . . . . . . . . . . . .13

Napa . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10

Beck / Arnley . . . . . . . . . . . . . . . . . . . . . . . . .35

Pennzoil / Quaker State . . . . . . . . . . . . . . .37

Blue Streak . . . . . . . . . . . . . . . . . . . . . . . . . . . .3

Redline . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .38

Canadian Car Owner . . . . . . . . . . . . . . . . . .42

Robert Bosch . . . . . . . . . . . . . . . . . . . . . . . . .27

Cardone . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6

Shell . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .33

COASTAL Blending & Packaging . . . . . . . .2

Snap-On . . . . . . . . . . . . . . . . . . . . .24,25,30,31

De-On Supply . . . . . . . . . . . . . . . . . . . . . . . .43

Tenneco . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15

Delphi . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .47

Uni-Select . . . . . . . . . . . . . . . . . . . . . . . . . . . .39

Honeywell . . . . . . . . . . . . . . . . . . . . . . . . .20,44

Valvoline . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23

Imperial Oil . . . . . . . . . . . . . . . . . . . . . . . . . .4,5

WorldPac . . . . . . . . . . . . . . . . . . . . . . . . . . . . .48

SEPTEMBER 2009

CANADIAN TECHNICIAN 45

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

8/24/09

10:53 AM

The Car Side

Page 46

By Rick Cogbill

Today’s lesson: Understanding Hybrid Technology 101… and how to make drinkable coffee.

“Mornin’ Slim. Want a refill on that coffee?” Rolph held the cast-iron coffee pot with both hands. It was much heavier than the stainless steel models, but necessary. Rolph’s coffee was not for the faint of heart.

“Sure, why not.” I shielded my eyes as the boiling liquid hit the ceramic mug with an acidic hiss.

It was our monthly gathering of shop owners at Rolph’s Diner, an event sponsored by Herkle’s Auto Parts, our local supplier.

Sitting around the table were Dieter, the local import guy; Harry from Block Busters, the engine rebuild shop; Spoke Lee from The Alignment Shop; and even Dutchy the towing operator. Dutchy only came for the free cinnamon buns.

Herk wiped some crumbs from his mustache and banged the side of his mug with a spoon. “Gentlemen,” he began.

“For today’s discussion, I’ve chosen the topic of training courses.”

Spoke groaned. “Herk, I’m fed up with training courses. I can’t get my guys to go anymore and I’m tired of harassing ’em.

Just last week my head tech told me straight out that he’s been doing brakes and front ends for so long that he knows everything there is to know.” He swallowed some coffee and grimaced. “He says he wouldn’t go to another course, even if I paid him.”

“Ja, and that’s your problem,” interjected Dutchy. “You send them on their own time. I mean, what do you expect, that they’ll be all excited about sitting through a night class after working hard all day, and on their own dime to boot?”

Harry joined in the fray. “Why not? It’s for their own benefit. But my guys tell me they’ve got better things to do at night, like fix cars on the side for their friends!” He scowled at Dutchy. “And look who’s talking – you’ve never taken a course in your life!”

Dutchy shrugged. “Why should I? I just 46 CANADIAN TECHNICIAN

Training on Trial

tow the wrecks; you guys have to fix ’em.”

A heated debate broke out, requiring Herk’s intervention. “Now calm down, men. Believe me, I’ve heard all the excuses too, but that don’t change things.

Especially now with the new hybrid vehicles, training and upgrading is a necessary evil, whether we like it or not.”

Dieter spoke up. “I know training’s important, Herk. I pay my guys’ expenses and even send them during the day if I have to. But now they’re getting tired of it and don’t want to go.”

“How come?” asked Herk. “They’ll fall

behind if they don’t stay current!”

Dieter added more sugar to his coffee.

“Well, to be honest, some of the stuff we’ve seen lately has been pathetic. We really need to have some quality control if I’m going to keep investing in my guys like this.”

“I hear ya,” Herk admitted. “Even some of the courses put on by my own association haven’t been the greatest.”

“It’s not your fault, Herk,” I said. “I’ll bet even the instructors get frustrated trying to teach a class of tired technicians, most of whom don’t want to be there.’ continued on page 45 SEPTEMBER 2009

hi a

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

8/24/09

10:53 AM

Page 47

Designed to Perform Under Pressure. And We Wouldnâ&#x20AC;&#x2122;t Have it Any Other Way.

Delphi OE replacement fuel pumps and modules are built to perform with features like internal springs, integrated OE fuel vapor pressure sensors, and dual ďŹ ltration.

But what really sets Delphi apart from the competition can be summed up in three words: fast pressure rise. As the OE, Delphi knows how to restore fast pressure performance and system integrity. That translates into better pumping through less energy â&#x20AC;&#x201C; and best yet, fewer comebacks due to long cranks, off-the-line hesitations and sluggishness. Now â&#x20AC;&#x201C; thereâ&#x20AC;&#x2122;s a difference! Experience Delphi performance for yourself. Visit www.delphi.com/am or call 877.GO.DELPHI.

3 Grand Prizes! 35 Weekly Prizes! Over 1,000 Instant Prizes!

TECHNICIANS: Enter for your chance to win at XXX EFMQIJ DPN WJDUPSZMBOF Eg hmj[`Yk] f][]kkYjq� JmZb][l lg l`] F^x[aYd Imd]k Yl ooo�\]dh`a�[ge¢na[lgjqdYf]�

hi ad FuelPmp CanTech indd 1

8/20/09 11:4

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

8/24/09

10:53 AM

Page 48

OPPORTUNITY IN A CHALLENGING MARKET Reasons to partner with WORLDPAC OEM Products

Largest Import Distribution Network

Largest Inventory Your Import Source Since 1969

Importer Pricing

Online Ordering

Business Mgmt/ Marketing Solutions Technical Training Tech Forums The

Your Shop + WORLDPAC =

Results

WORLDPAC provides you with the tools necessary to increa se

A Successful Team

productivity and increa se profits !

Western Canada (800) 644-9129

Eastern Canada (800) 463-8749

USA (800) 888-9982 ext. 5470

www.worldpac.com/2009