Canadian Technician November 2010

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

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Synthetic Oil: New & Improved ALSO ■ Shock absorbers: the legs of a car ■ Big box buffoonery ■ Is your parts guy driving you nuts?

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contents

Canadian Technician • November 2010 • Vol. 15 No. 9

FEATURES

Synthetic Oil: New & Improved

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16

Synthetic oil continues to get better and better. Here’s what you should know. And what to tell your customers to convince them to switch from conventional motor oil.

Shock Absorbers: The Legs of a Car

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20

Why the suspension system is the foundation of a vehicle.

COLUMNISTS Management S.O.S. By Kelly Bennett

14

Guest Column By Usman Valiante Assessing Ontario’s Tire Stewartship Program

25

30 The Car Side

By Rick Cogbill

10 Editorial

DEPARTMENTS

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Service Notes ............................................................................... 7 Letters

............................................................................................... 9

Out & About ................................................................................ 10 Reader Rides EyeSpy

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Idea of the Month

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From Our Forum ...................................................................... 23 Products ........................................................................................ 26 The Way We Were Auto Puzzle

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Our new international calling card. by

www.bluestreak.ca

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EDITORIAL

Big Box Buffoonery The ham-fisted way a big box store handled a simple lawnmower repair job has given me an even greater appreciation for automotive technicians.

By David Menzies

I

want to publically thank a certain home improvement chain that has given me new appreciation for the professionalism exhibited by Canada’s automotive technicians on a daily basis.

Don’t get the wrong idea: this company hasn’t opened any auto service bays. It’s sticking to appliances, tools, hardware, paint, etc. Thank goodness for that. After experiencing how this entity handled a simple lawnmower repair job, let’s collectively hope this big boxer will always steer clear of the vehicle repair business.

Here’s the skinny: in late June, I visited the chain’s Vaughan, Ont. store to buy a John Deere lawnmower costing $500.

They say “Nothing runs like a Deere.”

But after using the mower just six times, this Deere wasn’t running at all.

Odd that. It looked fine to me. The spark plug was firmly in place, the oil level was correct, and the pull cord was in excellent condition.

I returned the degenerate Deere to the store. Although the place is the size of the Borg mothership, incredibly, nobody on the payroll has any technical knowledge regarding lawnmower motors. They love selling copious quantities of power garden equipment.

Fixing the stuff? Forget about it.

I was told it had to be sent out to a repair depot. Turnaround time: seven days. Seven days?

It was at this point my enhanced appreciation for those of you toiling in the automotive service bays of our great Dominion kicked-in faster than a Porsche 911 turbocharger.

How many times does a car come into a shop that requires major surgery – an engine overhaul, a new transmission – and the time to complete the job isn’t seven days… heck, in many cases, it’s not even seven hours. And we’re talking about repairs to complicated and techni-

cally-advanced modern automobiles, not simplistic lawnmower motors.

Indeed, you people in the bays are incredibly skilled and fast. And for good reason: how many motorists would be willing to go without their vehicles for an entire week?

Alas, as the announcer on those old Ronco ads used to say: “But wait – there’s more!”

After seven days had passed, my lawnmower still wasn’t repaired. In fact, it actually took three weeks to “fix.”

And what aliment was confounding the lawnmower techs? Would you believe… nothing? Apparently, “stale gasoline” was the culprit. Why it took almost a month to complete such an indepth “diagnosis” is a mystery that would flummox Sherlock Holmes.

Even picking up the lawnmower proved to be an excruciating experience.

Do you know why this chain has a wellstocked magazine rack located next to the Customer Service desk? It’s so that patrons waiting in line to speak with a human will be able to pass the time perusing through reading material.

Indeed, by the time I got to speak to Angie, I had polished off Scroll Saw magazine and was halfway through the latest issue of Storage Ideas & Solutions.

Incredibly, the shop’s computer indicated my lawnmower wasn’t in the store (despite a verbal message a few days earlier indicating it was ready for pickup.) An employee was dispatched to search the premises; contrary to what HAL 9000 was insisting, my lawnmower was indeed there. Not that anybody gave a rodent’s rectum, mind you.

So, once again: thank you, big box buffoon, for giving me a newfound appreciation of the skill-set and customer service acumen of my readership. It’s amazing what one can sometimes take for granted.

When You Recommend Mobil Products, Everyone Wins.

For your chance to win, sign up at retailers.winwithmobil.ca

NOVEMBER 2010 CANADIAN TECHNICIAN

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SERVICE NOTES

The answer… for now VOLUME 15

A new refrigerant? Fifteen years after the last switch, we’re facing the same questions all over again.

NUMBER 9

451 Attwell Drive, Toronto, Ont. M9W 5C4 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: $42.00 ($40.00 plus applicable taxes); one-year subscription in U.S.: US$60; one-year subscription in all other countries: US$90. Copyright 2010. 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

“Black Gold” by Will Enns Phone (205) 404-0411 www.canadiantechnican.ca/covers

By Allan Janssen

E

uropean technicians are gearing up for some big changes in the way they service mobile air conditioning systems… and we might as well pay attention, because the changes are coming to our shores too.

In an effort to impose less of a burden on the global environment, European legislators asked carmakers to abandon R134a – the refrigerant that has been in common usage for the last 15 years – in favour of one with a lower global warming potential (GWP) rating.

You’ll remember that we went through this not too long ago. In a move that cost the automobile industry something like $85 billion (according to one SAE report), we moved from the ozone-attacking R12 to the ozone-friendlier R134a. It involved switching out a lot of equipment, fittings, and procedures, and it caused mass confusion among service shops during the late 1990s.

Now R134a’s GWP rating of 1430 has come under scrutiny. European legislators wanted something that rates below 150, and after looking at a number of alternatives they found their answer in HFO1234yf – a refrigerant developed as a joint project between DuPont and Honeywell. Its GWP rating of 4 made it an early frontrunner, but a number of other advantages put it over the top. Most importantly, its molecule lasts only 11 days in the atmosphere (compared to 100 years for R12, and 14 years for R134a).

Furthermore, it didn’t demand a radical re-engineering of the entire AC system, because its similarities to R134a allow it to run at virtually identical pressures with the same lubricants.

Consequently, starting in 2011, new European platforms will feature AC systems designed for 1234yf.

Not everyone’s happy with the choice.

Its critics point out that it is flammable (although to be fair it is difficult to ignite

and not particularly hot burning), could potentially “pool” in low areas of the shop like drain pits, and is expected to be quite costly (early estimates suggest $45 to $50 a pound, compared to R134a’s tag of $3 to $5 per pound).

While the cost may lead some to retrofit the new systems back to the R134a, there’s unlikely to be the same kind of retrofit panic that we saw in the early 1990s because R134a will continue to be available (unlike the banned R12 of old which quickly became difficult to find).

So the switch is on. And while some regulatory hurdles still have to be met for adoption in North America, General Motors has already announced it will introduce 1234yf in its 2013 Chevrolet, Buick, GMC, and Cadillac models for the U.S. Chrysler has made noises that suggest it may even beat GM to market.

But will this be the last refrigerant switch? Don’t count on it.

The people I’ve spoken to say this is just another step in the ongoing technological march that characterizes automotive evolution.We’ve become smart enough to identify a new problem that needs solving.

This new refrigerant will work until we identify the next problem.

As humans, that’s what we do.We react to situations as they develop. Indeed, the chemical companies are hard at work on the next solution. They’ve already begun working on new HFO refrigerant blends, based on the technology behind 1234yf.

DuPont, for one, has announced the development of Opteon XP10, a blend based on 1234yf and what is thought to be a number of readily available HFCs. And Honeywell has revealed some of its work with five HFO blends that could eventually provide a low GWP alternative to many other common refrigerants.

So it looks like 1234yf is the answer for now. Don’t think it will be the answer forever.

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LETTERS

MORE GOV’T. MEDDLING MEANS MORE MISERY Re: the news item, “EPA and DOT Announce Next Steps Toward Tighter Tailpipe and Fuel Economy Standards for Passenger Cars and Trucks.”

Just to let you know, the U.S. is going to drive the costs up to consumers again thanks to these new regulations.

Every time the automotive industry has to change to meet government regulations it ends up costing the consumer more money.

When is it going to stop?

With all the overhead costs of daily life due to regulations, we cannot return to the horse and buggy to meet our transportation needs. (Besides, there are too many SPCA rules on how to treat a horse so we could not even keep horses in the city if we wanted to.)

AN ICY RECEPTION FOR WINTER TIRES ARTICLE Re: “When the Rubber Meets the (Icy) Road” Canadian Car Owner, Fall 2010.

I had some work done on my vehicle and Canadian Car Owner magazine was laying on the front seat when I picked up my car. I found the magazine quite interesting to read, although some of your recommendations for maintenance, etc.

I do not totally agree with.

The article I really took exception to was the one regarding winter tires. I’m from an era where we didn’t have disc brakes, ABS, anti-skid/traction control, radial tires, front-wheel drive (I still prefer rear-wheel drive vehicles), etc. After reading the winter tires article, I wonder how we survived winter driving in Alberta with these old vehicles, along with the highways not being maintained as well as they are today.

The last time I was looking at purchasing a new vehicle, the salesman suggested that I should invest in winter tires for the car. I then said to him: if he felt that particular vehicle with all its anti-skid/traction control, etc. requires winter tires, then I’m not interested and I walked out of the dealership.

It is time for the government and the news media to understand that the true driver of inflation is rules and regulations most of the time.

The average worker has been “treated” to a lowered standard of living for years now thanks to less income left for food, housing, clothing, transportation and entertainment.

Various levels of government have to rectify what it has brought on, or Canadians will eventually be no better off than the people in Third World countries.

Before they change the rule about tailpipe emissions, government should offer a cheaper alternative. If they cannot do this, they shouldn’t change the rules or laws.

Gord Currie Gord Currie Equipment for Sale Chilliwack, B.C.

I feel your promotion of winter tires is biased and totally uncalled for. You are basically saying it’s unsafe not to have them. This instills a desire of our politicians to dictate laws for their use as what happened in Quebec.

The accident you mentioned in New Brunswick was very tragic, but to say the accident may have been avoided if the van had been equipped with winter tires is totally irresponsible without mentioning the accident may have also been avoided if the van had been driven slower given the road conditions.

I’m a firm believer that with all these anti-skid, traction control devices, etc., drivers “overdrive” for the conditions. To mandate winter tires only encourages faster driving by these poor drivers.

Elwood Schwanke Fort Saskatchewan, Alta.

How to reach us We love to hear from our readers. Whether its darts or laurels, please send along your opinions to editor David Menzies at david@canadiantechnician.ca.

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OUT & ABOUT

Technician found guilty of manslaughter in fatal crash case Woman dies after tech neglects to check minivan’s brakes.

A Pittsburgh area automotive technician accused of failing to make brake repairs to a school van which led to a fatal crash was recently found guilty on all five counts against him, including involuntary manslaughter.

The Pittsburgh Post-Gazette reports that the jury deliberated for less than 90 minutes before returning its verdict against Mark Fabian, 35.

Fabian was a technician for A-1

Cruise Control

Transit Inc. On Sept. 3, 2008, one of the drivers for the company, who drove a minivan with two special needs children in it, complained that the brakes on the Dodge Caravan weren’t working properly after her morning trip. When she returned for her afternoon shift, she was told the van had been repaired. She took the van to make the return trip with the two boys, ages 6 and 10, as well as a student aide.

READER

RIDES

Andy and Susan Eaton of AE Auto Plus in Thornhill, Ont., enjoy attending classic cruise events with their beautifully-restored 1957 Chevrolet Bel Air. Pictured next to the superb vintage Chevy are Andy and Susan’s sons, Nathan and Austin.

You can see more Reader Rides on our website at www.canadiantechnician.ca.

And if you have a photo of a hot or unusual ride, feel free to send it in. We’ll publish it up for all to enjoy! Send a pic of your ride to david@canadiantechnician.ca.

10

CANADIAN TECHNICIAN NOVEMBER 2010

But after making her pickup, the driver lost braking power in the van.

She attempted to stop by driving into a grassy area, but struck a tree.

The student aide, Colleen Visconti, 53, of Bellevue, Penn., died from injuries she sustained in the crash nine days later.

Fabian’s attorney tried to blame the tragedy on the driver.

Though there was never any testimony that Logan had done anything wrong – in fact, she was never cited for any violation related to the crash – attorney Jack Dean told jurors that maybe her actions caused the fatal accident.

“Did Jennifer really have a brake problem in the first place?” Dean asked in his closing argument. “Or did she lose control because she was driving too fast?”

But Assistant District Attorney Robert Schupansky minced no words in blaming the crash on the failure of Fabian to do his job.

“It is insulting for a lawyer to stand here and say Jennifer Logan, the driver of this vehicle, is at fault,” Schupansky said. “Had [Fabian] done something, we wouldn’t be here. Just do something, for crying out loud.”

The prosecution accused Fabian of faking a work order, in which he claimed to have worked on the minivan’s brakes. But according to Pittsburgh Police, who investigated the accident, Fabian did not perform any work on the brakes. In fact, he may not have even examined them. After the accident, investigators said brake fluid was found inside the engine.

Fabian was convicted on one count of involuntary manslaughter and four counts of recklessly endangering another person. He will be sentenced on Dec. 1.

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OUT & ABOUT

SUPPLIER NEWS

Lee Harrison: super Subaru technician Calgary tech wins his second Subaru competition in three years.

Lee Harrison, a technician with Subaru of Calgary, was recently named the winner of Subaru Canada’s 2010 Technician Recognition Competition, which took place at the company’s Mississauga, Ont., Canadian headquarters.

Harrison – a grand master technician and winner of the 2007 competition – was awarded $2,000, a Dell Mini 10 Netbook and an OTC Video Scope from SPX Canada.

Finishing second was Chris Grewcutt of Don Docksteader Motors Ltd. in Vancouver. In his debut appearance at the competition, Gewcutt received $1,000 and the designation of Master Technician.

Third was Steven Smale from Fox Subaru Fredericton. Smale is another competition veteran, having finished in first place in 2008. He took home $500.

“Subaru has worked hard to provide an effective combination of online and classroom learning opportunities for our technicians,” says Dean Phillips, manager,

EYE SPY

The 12 finalists earned the right to take part in this year’s competition by receiving top marks in a series of written tests.They were then invited to Toronto to compete headto-head in a hands-on competition in which each had to diagnose and correct identical malfunctions installed on identical vehicles. The pre-installed faults included difficulties from the full range of vehicle operating systems: starting, charging, ignition, fuel and emissions control system, engine management, brakes, electrical, and HVAC. “The written tests are an important first step in establishing who might have the right to claim Master Technician status,” says Shiro Ohta, chairman, president and CEO of Subaru Canada “But the true test comes during the halfday trouble-shooting competition in which they face a series of real problems on a real car with limited time. It’s the kind of challenge they face every day in the dealership.”

Get the Puck Outta Here!

“We recently had this Ford Focus wagon come into the shop for a tire change,” writes Joe Pompeo of Pompeo Tire & Mechanical in Laval, Que. “Much to our surprise someone reinforced the rear springs with cut-up hockey pucks. It was quite ironic since the NHL hockey season had just started.”

Yamauchi appointed president of NGK Canada

Akihiko (Aki) Yamauchi has been appointed president of NGK Spark Plugs Canada Limited. Yamauchi has been with the NGK organization since 1994; his most recent overseas posting was in Mexico, where he was responsible for all sales initiatives.

Before joining NGK Canada, Yamauchi held the position of assistant manager of OEM sales and marketing for NGK’s Automotive Components Group in Japan where he was responsible for sales expansion of export business worldwide.

Industry Workshops Announced The three largest aftermarket trade associations in Ontario have announced new industry workshops that can assist motive power shop owners and managers. Members of the Hamilton District Autobody Repair Association, the Automotive Aftermarket Retailers of Ontario and the Ontario Automotive Recyclers Association are invited to attend any or all of a series of management workshops (non-members are also invited.)

Evening workshops start at 7 and are in Burlington, Ont. The schedule includes: Nov. 2: Bill 168 (Violence in the Workplace) and Ministry of Labour’s shop Inspection blitz.

Nov. 9: Employment Law for shop owners.

Nov. 16: Profit Centre add-ons for your shop.

Nov. 23: What is My Shop Worth?

(Shop valuation).

Admission is $10 (plus HST) for association members and $25 (plus HST) for non-members per workshop. Pre-registration is required. Call Bonnie at 1800-268-5400 to register.

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

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Protects your engine to the MAX1 Call your local Irving distributor Parts for Trucks Atlantic Canada (800)-565-4700 www.partsfortrucks.com

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

Fleetline Dist. Ltd. Nova Scotia (902) 245-5833 (888) 505-5833

Goldbelt Ltd. Ontario (800) 461-0246

Jack Smith Fuels Ltd. Ontario (800) 265-2120

www.irvinglubricants.com

Muskoka Ltd. Ontario (705) 789-8077

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

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

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OUT & ABOUT

Civic, Corolla top “Cars Mechanics Hate” list According to a recent ABC-TV report dubbed,“Cars Mechanics Hate,” the Honda Civic and the Toyota Corolla occupy the top of the list because these models seldom break down.

The premise: automotive technicians were asked which cars won’t drain a consumer’s wallet in terms of repairs bills. (These are allegedly “cars mechanics hate” because they seldom break down, meaning repairs aren’t required.)

The consensus: a consumer looking for a reliable car can’t go wrong with the Civic or Corolla.

The technicians’ assessment echoes a recent tongue-incheek report from Tom and Ray Magliozzi, the “Click and Clack” brothers of National Public Radio. The brothers also “hate” the Civic and the Corolla for being so bulletproof.

Technician Jim Schulten says the Civic had its the bugs worked out years ago, noting “it’s a simple car... my father used to say the more stuff on a car the more there is to break.

Honda’s Civic is a nice, simple car.”

He adds, “The Corolla is the same deal as the Civic – a very simple car that’s reliable because [Toyota has] been making them for years.”

Other cars technicians don’t tend to see on a regular basis for repairs include: the Honda Accord, the Toyota Camry (minus its sudden acceleration recall issue), and the Ford Fusion.

Meanwhile, Click and Clack say the cars they “love” the most include old Fiats, Peugeots, and Alfa Romeos. The brothers say that when they see those cars coming into the shop on a flatbed truck, they know they’ll earn enough to cover “a mortgage payment.”

IDEA

OF THE

Show & Tell

MONTH

As the saying goes, “Don’t tell me – show me.” This was precisely the reason Shah Shahzad, manager, customer management operations at Toronto’s Brimell Toyota, created this display board. The display features examples of various tires and brake parts in disrepair. Shah says the display gives customers a better understanding of what’s wrong with their vehicles and what needs to be done to properly rectify the problem.

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MANAGEMENT S.O.S. 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.

DESPERATELY SEEKING LOYAL CUSTOMERS IF YOU DON’T WANT YOUR CUSTOMERS TO BE PROMISCUOUS, SHOW THEM THAT YOU CARE BY TREATING THEM LIKE VIPS.

DEAR KELLY: One thing we started doing this past month, as per your suggestion, is keeping all of the oil change stickers that we removed from vehicles when doing oil services. It bothers me how many stickers we see from other automotive shops. In fact 38% of the stickers are from shops other than ours!

Whatever happened to loyalty? We try very hard to earn the loyalty of our customers. I’m not sure what we can do differently to make our customers more loyal. Any thoughts?

–Erol

DEAR EROL: Great email. We’ve been peeling back the onion regarding this topic in our management groups.

I used to think loyalty was a thing of the past too. However, I’ve spent some time thinking this through. I started by determining if my family and I are loyal.

We moved to our town 19 years ago and I was recently thinking about how many businesses we’ve remained loyal to.

We’ve had the same family doctor and we haven’t switched our dentist or eye

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doctor.We also shop at the same grocery store about 95% of the time and we buy all our gasoline from the same gas station.

However, after 19 years of loyal patronage, I recently switched pharmacies. The customer service has been slipping for a couple of years and there have been several staff changes.

One day I had a prescription and brought it to a different drug store closer to my doctor’s office.The staff was so friendly! I also noticed they spent extra time with their customers explaining each medication. I’m now a regular customer of this pharmacy. As a bonus, they have a great customer loyalty rewards program.

There are many reasons people divide their loyalty. Convenience, cost savings, and better rewards programs elsewhere rank high on the list. What I’ve learned is that it is the human side of business that makes most people leave. The number-one reason customers end up leaving a business is attitude. I think we’ve all reduced our loyalty or ended up leaving a business and going to another shop because of someone’s attitude.

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On the memory stick we save a PDF of every repair order and invoice. This gives our customers a complete history of their vehicles right at their fingertips.

Many of our customers have allowable business expenses for their vehicles and they love that extra value-added service, especially at tax time. Each time they bring their vehicle in, we save the new invoice on the memory stick. Many of our customers now want just the PDF, no hard copy. That helps the environment and saves us money on paper and toner ink.This is also the way we track their complimentary oil service for every sixth oil change.

We purchased gold-coloured decals

valuable possession next to their home – and they trust us to work on it.

We provide them with a high quality keychain with our logo on it and indicate they are preferred customers.

We purchased a large quantity of USB memory sticks with our company name and logo, and we clip each stick to the keychain for the customer’s vehicle.

bearing our shop name and logo for their vehicles. We place a decal in a highly visible area under the hood.

We have each technician leave a personally signed thank you note for being a VIP customer.

We always leave some type of treat in their car, such as a small box of microwave popcorn with a sticker

Larry Dickison

For example, the pharmacy I used to deal with gave me a very good reason to be less loyal and eventually leave altogether. Simply put, their customer service sucked!

We need to give people reasons to be loyal for the long haul. That’s why we developed a VIP program for our best customers. Here’s what our program provides for these VIP customers: They receive a welcome letter, signed by the entire staff, in which we tell them it’s a privilege and an honour that they’ve chosen us as their preferred auto repair facility. And it really is an honour to be chosen. For a typical customer, a vehicle is likely their second-most

saying,“Thanks for popping in” or a bag of nuts with a sticker saying, “We are nuts about your business.”

We purchased cases of bottled water.

Each bottle has a label stating “VIP Customer” along with our company name and logo. We keep the water in a small fridge at the counter and hand our customers a cold bottle of H20 when we give them back their keys.

The best part of all of this is that when a service advisor has a customer arrive and sees the key chain, he knows this person is an extra special client.

Same with the technician: when he sees the keys or the decal under the hood, the tech knows the vehicle owner is a loyal customer.

We don’t provide any form of discounts to these customers. I learned from the airline industry that when you’re loyal, the fares stay the same; however, the service is stepped up several notches. Thus, we provide our VIP customers with an extended 24month, 24,000-km warranty. And they get priority access to our loaner cars.

And we also wash and vacuum their vehicles.We even have 10% reserve time in our daily scheduling, allowing for priority service even when we’re busy.

Bottom line: loyalty is huge when it comes to the success of any business.

We have to not only consistently earn our customers’ loyalty, but we also have to give them reasons not to go anywhere else.

As always Erol, if you have any questions, I’m only 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.

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Synthetic Oil: New & Improved O

il is the lifeblood of any vehicle. It winds its way through all the moving parts of the internal combustion engine, lubricating those parts in the process. Oil cleans the engine. Oil cools the engine (thanks to transferring heat away from moving parts.) And oil improves sealing while inhibiting corrosion. No other fluid is as vitally important for a vehicle as those precious litres of black gold.

And make no mistake: no oil performs as well as the synthetic variety.

Essentially, synthetic oil is a lubricant consisting of chemical compounds which are artificially synthesized using chemically-modified petroleum components rather than whole crude oil. Synthetic oil especially shines when a vehicle is operating in extreme temperatures given that such oil generally provides superior mechanical and chemical properties than those found in traditional mineral oils.

The motor vehicle version of synthetic oil traces its lineage back to Lt. Col. Albert J. Amatuzio, the founding father of Amsoil Inc. Amatuzio witnessed the merits of synthetic oil firsthand when he served as a jet fighter squadron commander. Synthetic oil was originally developed for (and is still used exclusively in) jet engines. And with good reason: synthetic oil adroitly reduces friction as well as wear and tear on engine parts.

The superior performance of synthetic oil is primarily due to the substance’s ability to consistently and dependably perform at severe hot and 16

CANADIAN TECHNICIAN NOVEMBER 2010

Synthetic oil continues to get better and better. Here’s what you should know – and what to tell your customers to convince them to switch from conventional motor oil.

By David Menzies cold temperatures. As well, synthetic oil can better withstand rigorous and lengthy engine operation without suffering from viscosity breakdown. All of which is critical when it comes to aviation. Put another way, if oil breaks down some 30,000 feet above terra firma, a pilot can’t exactly pull over for a pit stop.

Amatuzio surmised that car motors could benefit from synthetic oil in much the same way jet engines do. And so it was that in 1972, Amsoil introduced the first synthetic motor oil for automobiles.

The rest, as they say, is history: in the years that followed, all the major oil companies have rolled out their own versions of synthetic product, too.

The really good news: it keeps getting better and better. Say what you will about advanced chemistry, but those boys in the bright white lab coats have likely forgotten more about the DNA in a molecule of oil than most of us will ever learn. Simply put, the manmade variants of black gold being concocted in the laboratories these days makes for superlative synthetic oil indeed. With apologies to Oldsmobile, today’s labcreated oils aren’t your grandfather’s synthetic oils.

Mobil began upping the ante in the

synthetic oil category a few years ago with the introduction of its Mobil 1 Extended Performance (EP) synthetic oil.

According to Mobil, this oil has a unique formulation with a boosted level of protection and performance (compared to Mobil 1.) These formulations with the Advanced SuperSyn System contain 50% more SuperSyn, 36% more anti-wear additives, and 37% more cleaning agents than regular Mobil 1.

Not to be outdone, in recent months, Mobil’s competitors have responded with their versions of new and improved synthetic oil.

Kendall GT-1 Full Synthetic with Liquid Titanium is Kendall’s newest super-synthetic motor oil. Why is liquefied titanium lurking in Kendall’s oil? According to the company, titanium is already a valued ingredient in many applications and industries such as aerospace, medicine and the military because it has the highest strength-toweight ratio of any metal. The liquid titanium additive provides increased engine protection by forming a strongly-bonded titanium shield on the surface of critical engine parts. This reduces friction and wear and helps extend engine life.

Another new and improved synthetic is Castrol’s newest entry, Castrol Edge, which exceeds the world’s toughest

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industry-agreed standards. Castrol also claims it tested its Edge oil in the industry standard Sequence IVA wear test, which was conducted at an independent third party testing facility.

The results of the test indicate that Edge provides eight times better protection than Mobil 1. (In response, a spokesman for Mobil says it is company policy not to respond to competitors’ claims, although he points out the Castrol test involved Mobil 1, not the company’s top synthetic, Mobil 1 Extended Performance.)

Also brand new (debuting just last month in Canada) is Pennzoil’s ultimate synthetic, Pennzoil Ultra. Exceeding the most stringent car manufacturer standards for cleanliness and protection, Pennzoil Ultra also exceeds 2010 GF-5 specifications for cleanliness and protection.

Pennzoil notes the driving force behind its enhanced Ultra product is today’s motor vehicle technology. The engines used in today’s vehicles burn hotter and run at much higher rpm levels than just a few years ago.The new norm for engine design is quickly moving away from V8, V10 and even 12-cylinder high performance technology to 4- and 6-cylinder powerplants with single or twin turbochargers, superchargers and variable-valve timing and lift control. Translation: such engines run hotter, and a hotter engine requires more stringent protection.

However, despite the pedigree of synthetic oil, almost four decades after the first synthetics were developed, this particular cup of Texas Tea makes for a tough sell.

In North America, full synthetic oil accounts for less than 10% market share of the overall oil market, whereas conventional oil accounts for about 76% (synthetic blends, high mileage oil and uncertified low-tier oil account for the rest.)

The reason for the sluggish growth of the synthetic product is primarily due to one reason: sticker shock. A synthetic oil change is typically more than double the price of a conventional

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oil change.

The same consumer who doesn’t bat an eyelash when it comes to spending $5 for his daily dose of designer coffee will gasp with incredulity when told that a synthetic oil change is going to set him back $90.

True, synthetic oil is costly in the short term, but it offers long-term benefits. Here’s what you should tell skeptical customers to convince them that synthetic oil is the real deal: 1. NOT ALL OIL IS CREATED EQUAL

Some motorists seem to espouse the mindset of “oil is oil.” After all, be it conventional or synthetic, all oil looks the same, feels the same, and smells the same.

But appearances can be deceiving. Put another way, would anyone dare opine that “wine is wine?” While it’s true all wine consists of liquefied grapes, one needn’t be a snobbish oenophile to realize there’s a profound difference when one compares 1999 Dom Perignon selling for $95 a glass versus a bottle of Thunderbird retailing for three bucks.

Thus, much like the process a skilled vintner uses when it comes to making a fine glass of wine, behind that litre of synthetic oil, considerable chemical science went into making this particular fluid a superior-performing lubricant.

“Synthetic oils will tend to resist breakdown,” notes Raihan Khan with Imperial Oil’s passenger vehicle lubricant division. “At -40, conventional oil turns to molasses, so the pump finds it hard to circulate oil throughout the engine. It might take five minutes for conventional oil to flow properly, but at that temperature, synthetic will start flowing instantly.”

2. BETTER FUEL ECONOMY

Ian Hutchison, brand manager for Castrol Automotive Products, notes that because synthetic oil allows an engine to perform more efficiently, this ultimately means the vehicle will

experience superior fuel economy. Case in point: Hutchison says his Land Rover notches 5% better gas mileage when using synthetic versus conventional oil.

3. SYNTHETIC ISN’T AS COSTLY AS YOU THINK

On average, a conventional oil change costs anywhere from $30 to $45 whereas a synthetic oil change is in the $75 to $100 ballpark. At first blush, the numbers indicate that synthetic oil is double or even triple the cost of conventional oil.

But not so fast: because synthetic oil lasts longer – especially under extreme driving conditions – it doesn’t have to be changed as frequently as conventional oil. Instead of changing the engine oil every 5,000 km using the conventional product, many observers say the synthetic alternative is good for at least 8,000 clicks.

Matt Mannette, marketing manager for Coastal Blending and Packaging (which manufactures oils under the Irving and Cobra brand names), says the price of synthetic isn’t as expensive as one may think over the long haul because synthetic boasts a longer lifespan.

“If you’re running conventional oil, maybe you’re paying $30 for oil that is good for 3,000 miles,” says Mannette.

“A conventional oil change will cost twice the price, but it’s good for 8,000 to 9,500 miles.This is where I see consumers benefiting the most – since synthetic lasts longer, it’s also a time-saver because you don’t have to get the oil changed so often.”

4. “EXTREME DRIVING CONDITIONS” AMOUNT TO DAILY COMMUTING

Synthetic oil truly excels in extreme driving conditions because it doesn’t congeal as fast as conventional oil. But a reference to extreme driving conditions doesn’t pertain to competing in the Daytona 500 or the Jeep Jamboree.

Rather, commuting in stop-and-go traffic, idling the car for long periods of time and towing a trailer all amount to “extreme driving conditions” – especially during extremely hot or cold temperatures.

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Synthetic Oils: Myths vs. Facts 5. LONGEVITY

Synthetic oil will extend the life of an engine. Period. Because synthetic is so slippery, it will reduce engine wear and reduced engine wear ultimately leads to greater longevity.

Coastal’s Mannette says the longevity factor is especially important given that consumers are holding on to their vehicles longer. From 2000-2004, the average age of a car was 8.5 years; from 2005-2009, the average age was 9.2 years.

“Synthetic oil is an investment in your vehicle,” he says.

6. SOMETIMES SYNTHETIC OIL MUST BE USED

Never assume a consumer has bothered to read his owner’s manual. With certain makes and models, there’s no choice when it comes to oil: a synthetic grade must be used. For example, General Motors recommends the use of Mobil 1 synthetic oil for the Chevrolet Corvette.

Even though synthetic oil has been around for decades, many misconceptions permeate. The following are some myths about synthetics – accompanied by the facts to set the record straight: MYTH: Once I use synthetic motor oil in my car, I cannot switch back to conventional motor oil.

FACT: Synthetic motor oils are compatible with conventional and part synthetic (blend) motor oils. However, synthetics deliver superior engine protection versus conventional.

MYTH: Using synthetic motor oil will void my vehicle’s warranty.

FACT: Using synthetic motor oil will not void your vehicle’s warranty. Synthetics are formulated to not only meet minimum required industry standards, but also, in many cases, meet tougher industry and vehicle manufacturer standards.

MYTH: Synthetic oil is only for new cars.

FACT: Quality synthetic motor oil can be used in old as well as new cars, including vehicles in which conventional oil was previously used. Synthetic motor oils are beneficial for the good health, long life and top performance of new and old cars.

MYTH: You need to allow a break-in period for new vehicles before using synthetic motor oil.

FACT: In the past, it was recommended that conventional motor oil be used for your first oil change to allow for some controlled wear to break-in the new engine. However, with current engine technology, a break-in period is not necessary. You can use synthetic oil immediately.

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Shock absorbers: Why the suspension system is the foundation of a vehicle.

T

o achieve a safe, comfortable and trouble-free ride, it’s worth familiarizing yourself with the basic systems that support a vehicle’s operations. A car is composed of a variety of systems and these systems are divided into three main segments: safety, performance and appearance (SPA).

The function of each system, such as suspension, depends not only on the condition of all of its own parts, but also on the proper functioning of other

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By Shah Shahzad S.A.E., D.M.P. Automotive Engineer/Doctor of Motors related components such as steering and the shock absorber. Through normal usage, many of the 10,000 to 15,000 operating parts (60% rotational and 40% stationary) in a car gradually deteriorate.

Brakes and tires tend to wear out sooner, while seats will likely last the

lifetime of a car.

Suspension is the most vital system.

In fact, the suspension system makes for a vehicle’s very foundation given that the suspension supports the total weight of the vehicle, improves riding comfort, and provides safe handling

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and steering stability.

The shock absorbers/struts are integral to the suspension system, which is meant to suppress the bouncing motion and dampen the oscillations of the springs when a car goes over bumps or potholes. But the function of a shock absorber isn’t limited to encountered road shocks; rather, it also maintains firm tire grip with the road for safe braking and steering.

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Six sure signs of shabby shock absorbers 1. Excessive tire wear due to poor tire contact on the road.

2. A headlight isn’t positioned correctly, due to the car’s frontend leaning down or over to one side.

3. Frequent light bulb failure could be due to a sharp impact on the bulb element.

4. Battery’s useful life is reduced due to jolty movements.

5. Loose hardware and bushings which cause excessive body rattle and noise from steering/suspensions parts, due to leaking oil or air from the shocks.

6. Poor braking response – excessive braking is required due to less road grip.

WHEN (AND WHY) SHOULD SHOCK ABSORBERS BE REPLACED?

One way to evaluate if there’s a need for new shocks or struts is to consider how the car is handling based on the following criteria: 1. Rough, tough and limp-prone ride; bouncing excessively when driven on rough roads or after hitting a bump. (In other words, it is akin to the feeling one gets riding a seesaw when suffering from a stomach ache.)

2. Nose dives down when you hit the brakes or pass over bumps as well as poor braking action – i.e., too much distance is required for the vehicle to come to a complete stop.

3. The car’s body leans to one side or sways excessively when cornering or driving in crosswinds due to uneven body height.

4. The suspension bottoms out when backing out of a driveway or when hauling extra passengers or cargo.

5. Poor steering stability – i.e., the steering wheel doesn’t return to the normal position upon completing a turn.

6. The car squats during acceleration.

As well, the wheels are “choppy” and there’s a loss of tire grip upon the road. Or, the car sinks in the rear when accelerating from a dead stop.

7. The car makes unusual rattling, clunking or thumping noises when cornering or when driving over potholes or bumps.

To fully understand the importance

of shock absorbers in a vehicle, go for a short walk. However, before doing so, remove or loosen the laces on your shoes. Walk around the block, observing your body posture and balance. You’ll notice that while you’re walking you are unstable and unsteady. You likely won’t feel as comfortable as you usually do and you might even experience an aching sensation in your legs, which could affect your entire body movement.

Similarly, shocks absorbers act like a car’s legs. Weak or worn-out shock absorbers can contribute to the car’s loss of control and stability, which can lead to a ride that is fraught with danger.

A simple bounce test can reveal the condition of shock absorbers. Park the car on flat ground, shift into park and engage the parking brake. Then, proceed to bounce each corner of the car several times, releasing at the bottom of the stroke. Each corner should rebound to the top of its stroke and then settle in the normal position. If the car body keeps bouncing, the shock absorber needs to be replaced.

COMMON CAUSES, CURES AND CORRECTIONS

It’s well known that every operational part of your car is bound to suffer from wear and tear. This wearing pattern depends on many factors – i.e., parts, quality, mileage, and driving conditions.

However, there are many other factors which influence the lifespan of shock absorbers.

• Rough and bumpy road conditions with potholes are the major culprits when it comes to shock absorber failure.When a tire strikes a pothole, especially at high speed, the entire suspension system receives an immediate jolt. Over time, the shock absorbers, springs and struts become less resilient, leading to a much rougher ride and less responsive steering.

• Road accidents are the major cause of suspension damage. Hitting a curb is common during icy driving conditions.

• Overloading or towing heavy trailers also contributes to premature suspension failure.

• Since all suspension parts are underneath the vehicle, they are affected adversely by dusty, rainy and salty road conditions. Rusty shock absorber mountings are very common on old cars and this could cause ineffective operations. (This is where rustproofing can play a preventive maintenance role.)

• Tires absorb a substantial amount of road shocks. However, an overinflated tire acts like a solid wooden wheel and passes on road shocks directly to the suspension.

Shah Shahzad is the Manager, Customer Management Operations, at The Brimell Group-Brimell Toyota/Scion in Toronto.

Shahzad welcomes readers to contact him at (416) 292-2241, ext.4110 or you can email him at shah@brimelltoyota.com

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FROM OUR FORUM Recent postings on www.canadiantechnician.ca/forum.

The problem with sub-par parts people A Canadian Technician Forum member asked fellow participants what they thought about those parts people who are woefully ill-informed when it comes to what parts are in stock. Here’s how the discussion unfolded.

I’m sure everyone has dealt with this: you call or visit the parts store you normally deal with and your regular parts person isn’t available.You give all the details to the person on the phone or at the counter.They check and come back with, “No, sorry we don’t carry that, maybe it’s a dealer-only item.” So you try another supplier and they say, “Yeah we have 10 of them in stock, how many do you want?” So now you call back your regular supplier to see why they can’t get it for you only to have the person on the phone this time say, “Sure we have those in stock.”This is why I have one or two people that I always ask for when I order parts.

I think a good parts person is worth their weight in gold. Same goes for a good service writer.Too bad some parts places don’t share this view.

Everything is based on price (sigh.)

Posted by Todd Huggard

No hard feelings intended, but what year are you guys living in?

90+% of our parts, including tires, are ordered by our own staff via computer. Almost all suppliers have this available.We’re a Carquest Tech Net member and get a discount for ordering online.We’ve had less wrong parts and it’s faster than the phone and it lets us see every option.

Posted by dantheman

Posted by: Allan Haberman

Absolutely, Al, know your parts guy. I find the problem you describe is usually commonplace with suppliers that tend to pay close to minimum wage for counter/phone people. I find that my favourite parts outfit to deal with is staffed with career parts guys... folks that probably would not get out of bed to make the wages the so-called competitor is paying.

I use online about 95%. If I run into a problem, I will call the store.What frustrates me the most is the first thing they do is check exactly what I just did online rather than check the trusted paper catalogues or their own experience. Side note: what other provinces have a ticketed trade for counterperson or warehouseperson? 3-year course in AB. Posted by ALLNUTS nobolts

Posted by: McWrench

Yes, some suppliers seem to go with anybody who can answer a phone and look up a part number.

Many of them give their electronic catalogues to their customers so they can look up their own parts. Look up your own parts, order them online and all the supplier does is deliver them. Soon they won’t need counter people to answer the phone.

I agree using the online catalogue gives you more information and is definitely faster. Having access to all options is nice. Having a picture of the part in question really helps when there are multiple options.

Having a person on the other end of the phone to answer a question when you need it is really helpful. Finding someone who CAN answer the question is the issue.

Posted by Allan Haberman

Posted by Allan Haberman

I know that good parts people are tough to find, and mostly not paid fairly. But ordering parts online is just one more step toward a faceless society IMO. I enjoy talking to the parts folk, joking, finding out what’s going on. Cripes, folks barely say hello anymore, manners are long gone out the window, and humans have precious little respect for one another as it is. Just the opinion of a guy starting geezerhood I guess.

Posted by Cooter

We use NAPA 99% as our supplier. Every parts person has a lot of years in the business and can go back to the catalog if necessary (they can still read – LOL.) If they do not have it, their response to us is, “I will find it for you, call you right back.”

We are online, and if time permits, I will look it up on my own.

Posted by PAR

Due to “local conditions” (a.k.a., cheap owners) a couple of the dealers have new/inexperienced staff on hand and I run into Allan’s description daily. What I do in my case is educate the new parts guy by asking for the old guy who I know is also on the counter. I have the old guy show the new guy where it is and what it fits. It’s our job to help them learn.

Posted by MaritimeStorm Join the discussion! Log on to www.canadiantechnician.ca/forum and see what everyone’s talking about.

If you’ve got an opinion to share, we want to hear it.

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GUEST COLUMN Assessing Ontario’s Tire Stewardship Program Good news: a year after launch, the program is indeed working thanks to a 95% recovery rate.

By Usman Valiante

O

n September 1, 2009, Ontario Tire Stewardship (OTS) – an industry-funding organization convened under the Waste Diversion Act (WDA) – launched a waste diversion program for the approximately 12 million passenger, truck and off-road tires sold in Ontario annually.

OTS is comprised of industry representatives from the manufacturing and retail sectors in which retailers are major “first importers” of tires into Ontario.

The OTS program effectively replaced the free-market system for scrap tire management that evolved in Ontario after the $5/tire tax was repealed in 1993.

Prior to September 2009, consumers paid tire retailers (or municipal depots) to take their scrap tires. In turn, these collection points paid haulers to haul tires away. The haulers, meanwhile, delivered the used tires to used tire recyclers or tirederived fuel (TDF) facilities such as cement kilns or power plants. Haulers had to pay “tip fees” to these various end-users to drop off used tires.

Though passenger and truck tire collection rates were high under this system, on average only about 50% of used tires were recycled back into rubber products with the other 50% burned as TDF. As fuel prices increased throughout 2007, the value of tires as substitute fuel also increased. As a result, rubber recyclers were increasingly unable to offer “tip fees” to haulers that were competitive to those offered by TDF applications – recycling is a valueadded activity with typically higher operating costs than simply using tires for fuel. The result was Ontario tire recyclers could not draw tires away

from U.S. and Quebec TDF markets.

To address this problem, the Ontario government directed OTS to develop a used tire program that would seek to “…foster the development of green technology and a green economy in its efforts to develop and promote an

Ontario-based market for recycling and recycled products that can be made from scrap tires.”

This direction was a supplement to rules under the WDA, which stated that waste diversion programs may promote the reuse and recycling of designated waste materials (burning tires would no longer be considered as “diversion.”)

The OTS program achieves its environmental and economic objectives by covering the cost of collecting tires from consumers (via tire dealers, garages, municipal depots, auto recyclers, etc.) and then having those collected tires shipped to registered processors, which would process those tires into myriad recycled rubber products. Depending on the value-add associated with the products produced, OTS pays an escalating tier of processing incentives to used tire processors.

The Ontario used tire market is very dynamic. OTS engages and tracks tire movements from more than 140 regis-

tered haulers, recovering tires from 6,000 locations in Ontario and shipping this rubber to 29 registered used tire processor/recyclers.

The entire program is funded through tire stewardship fees (TSF) paid by tire brand-owners and “firstimporters” of tires into Ontario. These fees are typically added to the wholesale cost of tires, arriving at the point-of-sale as a separate line item to consumers. Fees range from $5.84 on a passenger tire to $14.65 per truck tire; a fee of $250.41 is applied to giant offroad tires used in the mining industry.

As of September 1, 2010, OTS had collected more than $60.6 million in TSF remittances from almost 600 tire stewards supplying tires of various shapes and sizes into Ontario.

The accompanying pie chart provides a breakdown of how the revenue from the program was allocated in the first year of operation in order to achieve the recycling targets OTS set for itself.

The results of the program have been impressive with more than 107,000 tonnes of used tires – 95% of the amount sold into the province in the same year – having been diverted away from disposal or burning to recycling applications in the first year of operation.

After focusing on a successful program launch, OTS is shifting its focus to the development of Ontario used tire processing and product markets such that more and more rubber from Ontario used tires are used to displace the raw materials and energy needed to make consumer, commercial and industrial products from virgin raw materials.

Detailed information about the OTS used tire program is available at https://www.ontariots.ca/.

Usman Valiante is a principal of Corporate Policy Group which specializes in business and government policies and programs for the environment. He is also a board member of OTA.

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CANADIAN TECHNICIAN NOVEMBER 2010

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THE WAY WE WERE

How Connie Rodd promoted the merits of preventive maintenance

By David Menzies utomotive technology is evolving so rapidly that it’s sometimes easy to forget from whence we came. With this in mind, welcome to our new semi-regular department, The Way We Were, in which we take a glance in the rearview mirror of automotive aftermarket history. This month’s gem from the archives: the U.S. Army’s innovative way to promote preventive maintenance.

Any teacher will tell you that the best way for students to absorb knowledge is to make the lessons interesting and engaging. Surely this was the thinking of the brass at the U.S. Army when it came to reinforcing the merits of preventive maintenance.

According to Holy Sh*t! The World’s Weirdest Comic Books (St. Martin’s Press), in 1942, Will Eisner (creator of The Spirit) was producing comic books at the Pentagon for Army Motors magazine.

The comics were meant to show how troops should maintain equipment. The reason for the comic book approach: a study by the University of Chicago found that American G.I.s retained much more information from Eisner’s plain-talking cartoon guides than dry technical manuals.

Thus, pearls of wisdom such as, “Over revving blows engines” and “Gasoline is not for cleaning” might be overlooked when conveyed on a standard info sheet. But when those nuggets of knowledge were interspersed onto, say, an illustration depicting a multicoloured, scantily-clad woman – well, suddenly the material morphed into must-read stuff.

As Holy Sh*t! notes: “No doubt they [soldiers] paid special attention to

A

Connie Rodd, a pun on connector rod, his ‘gal mechanic, toothsome lass who operates the shop links, shortcuts and cute tricks department.’

“In 1951, Eisner got the same job on PS, the Army’s new “preventive maintenance monthly,” and from Korea to

Vietnam had Connie tease her all-male readers more than ever.

“Before leaving in 1971, Eisner added the black, equally curvaceous Bonnie.

Both tutors continue today, but as women make up around 15% of the U.S. Army, PS has to be more PC now.”

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ADVERTISER INDEX Bars Products – Rislone .................13 www.rislone.ca

A customer asked to borrow a tool, and the service manager actually took him into the shop to see one of the mechanics.” His eyes widened. “Can you imagine the pressure on that technician, with the service manager standing right there, basically telling him to lend his tools to the customer? It’s unconscionable!”

“People don’t realize how much these tools cost us,” added Beanie, who was far enough into his apprenticeship to have a hefty line of credit with Stan the Tool Man.“But if you say no, then you look like a jerk.”

I had mixed feelings on the matter. Having progressed from a technician on the floor to being the shop owner, my own toolbox had long since become fair game for the guys whenever they needed something unusual. But it’s one thing to lend a tool to a fellow technician (who hopefully knows how to take care of it) and quite another to let the unwashed masses molest your private bits and pieces.

So we made a plan. Now all we needed was some idiot to come in and ask us for a tool.We didn’t have long to wait.

“Hey, Buck, how’s it going today?”

Buck Pincher pasted a phony smile on his craggy face.

“Doin’ just grand, Slim. Only, I got this teensy little problem that I figure you and the boys can help me with.” He jerked his thumb over his shoulder towards the parking lot. “Y’see, old Betsy’s got a busted tailpipe, an’ I got the parts but I can’t get the danged muffler clamp off.” He patted my shoulder and winked. “How’s about lending me one of them shiny wrenches of yours? I just need something to bang on the clamp ’til it breaks.”

“No problem, Buck.” I smiled broadly. “In fact, the boys and I have put together a custom toolkit, just for special customers like you.

Here, let me get it for you.”

Reaching behind the front counter, I pulled out an old paint can full of rusty, beaten up wrenches and sockets that we’d picked up from a yard sale. Each tool was carefully chosen and guaranteed to strip whatever bolt or nut it was applied to. I handed the bucket to Buck.

“Have fun,” I said.

Buck took the pail and eyed it carefully.

“I dunno, Slim.These don’t look like the ones I borrowed last time... ” I slapped him on the back.

“You’re right, Buck; these are better! They’re well-seasoned tools with lots of experience. Why, I wouldn’t dream of giving you some brand new thing that isn’t even housetrained yet.” I pushed him out the door. “Trust me; these tools are exactly what you need.”

I don’t know if Buck really believed the cow pucky I was shoveling in his direction, but he never asked to borrow our tools again. In fact, the entire incident raised his appreciation of my crew to a whole new level.

“Slim,” he puffed later as he returned the rusty pail of metal, “if I can’t fix my tailpipe with these here experienced tools, then your crew must be wizards to be doing it with brand new stuff.” He mopped his sweaty brow.“I guess that’s why we pay you the big money.”

I grinned broadly.

“You got that right, Bucky-boy.”

Rick Cogbill is a licensed technician and former shop owner in Summerland, B.C. To read more about Slim and the gang, order your copy of Rick’s book, A Fine Day for a Drive at www.thecarside.com.

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Cardone Industries.........................18 www.cardone.com

COASTAL Blending & Packaging .....12 www.coastalbp.com 800-574-5823 CRP Industries...............................19 www.crpautomotive.com 800-526-4066 Goodyear ...................................8, 28 www.goodyearep.com 888-275-4397 Imperial Oil – Mobil ......................4,5 www.mobil.ca 800-567-3776 NAPA...............................................6 www.napaonlinecanada.com 866-GET-NAPA NGK Spark Plugs Canada ...............22 www.ngksparkplugs.ca 1-877-2-SPARKY Robert Bosch .................................24 www.bosch.ca 905-826-6060 Rotary Lift......................................26 www.rotarylift.com 1-800-640-5438 Snap-On Tools of Canada..................2 www.snapon.com 1-800-734-2676

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WorldPac ...................................... 32 www.worldpac.ca 800-463-8749

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The Car Side

By Rick Cogbill

No Touchy the Tools!

Slim comes up with an innovative solution to discourage excessive tool borrowing.

“Morning, Herk. How’s the parts business these days?”

I stole a glance over the top of the parts counter at Herkle’s Auto Parts, looking for evidence of a recent doughnut run.

Herk’s large sweet tooth requires regular sugar infusions from the bakery down the street – not that it’s helped his disposition any.

“Business sucks,” growled the grizzled parts man.“Wouldn’t be so bad if I didn’t have to keep buying new tools.”

I looked up in surprise.

“Why are you buying tools? This is an auto parts store, not a repair shop.”

Herk cocked an eyebrow.

“Yeah, so I’ve been told. Just watch; here comes a customer now.”

I snagged some day-old coffee and stood off to the side as a middle-aged man bought a headlight for his car. After paying for the part, he looked at Herk sheepishly.

“Hey, can I borrow one of those funny shaped screwdrivers to change this?”

“You mean this Torx-drive?” Herk sighed. “Sure, just bring it back when you’re done, okay?”

“Sure thing!” The customer grabbed the tool and disappeared out the door.

Herk looked at me.

“I’ll never see that screwdriver again.They borrow my tools and then drive off with them in their glove box. An’ if I refuse, they get mad at me!”

“Well, at least you only buy pretend tools,” I replied. “Not real ones like we use.”

Herk didn’t appreciate my shallow sympathy, so I beat a 30

CANADIAN TECHNICIAN NOVEMBER 2010

hasty retreat back to the shop.

“Here’s your water pump,” I said, walking into the service bay. Then I caught the look on Tooner’s face. “Hey, is something wrong?”

Tooner looked grumpier than usual.

“Yeah, I’ll say somethin’s wrong. That rascal Buck Pincher was here and he borrowed my needle-nose pliers!”

I winced.

“Did he return them?”

“Oh, he returned ’em, alright… right after he broke the tip off of one side.” Tooner held up the damaged tool. “If he wanted a pry bar, he shoulda asked for one.”

Everybody was having a bad tool day; even Quigley. I found him gasping for breath in the front office.

“What happened to you?”

Quig leaned against the counter, clutching his chest.

“Had to… chase down… FedEx truck… signed for delivery… stole my best pen….”

He lapsed into a fit of coughing and couldn’t continue. But I got the message – people get attached to their tools. It was a subject I broached during lunch break.

“Do you think we need a policy about this?”

Tooner snorted.

“Policy? We need a sawed-off shotgun!”

“Oh, come now,” I protested. “It can’t be that bad.”

Basil disagreed.

“I was standing near the automotive service counter in Cheap-Mart the other day, and I couldn’t believe what I heard. continued on page 29

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Join the Discussion!

Want to voice your opinion about a particular automotive issue?

Looking for a solution to an unusual problem?

Need help finding a part or an employee?

The Canadian Technician Forum provides you with the opportunity to talk with automotive repair professionals like yourself, whether it means sharing important information or just chatting about being a Canadian technician.

Log on to www.canadiantechnician.ca, follow the links to the forum and

Get Connected

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