Canadian Technician December 2013

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contents

Canadian Technician – December 2013 – Vol. 18 No. 10

FEATURES The Untapped Potential ...................................................16 The Automotive Industries Association of Canada’s biennial Demand Study offers insights into consumer buying habits. Suspension Inspection .....................................................18 The modern ride control system is characterized by a high level of interdependency between its components. AAPEX Wrap-up.................................................................22 What gets announced in Vegas gets repeated all around the world! What our team saw at the annual Automotive Aftermarket Parts Exposition.

COLUMNISTS

18

It’s Your Turn by Bruce Eccles ............................................. 12 Collective Wisdom by Alan Beech ...................................... 14 The Car Side by Rick Cogbill ................................................ 30

DEPARTMENTS

30

Service Notes .................................................. 5 Letters .............................................................. 7 Out & About ..................................................... 8 EyeSpy ............................................................. 9 Products.........................................................26 Ad Index .........................................................29

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You trust Canadian Technician Magazine Now let us help you inform your customers about how their vehicles work. Canadian Car Owner magazine is a consumer magazine that educates your customers on the importance of regularly maintaining their cars. ■ Give a copy to every customer when their vehicle is finished ■ Mail them to your customers directly ■ Increase profits with more maintenance work in your shop ■ Increase customer satisfaction For only 30 cents a copy (less than a colour photocopy) you will educate your customers on why it makes good financial sense to properly maintain their vehicles. Contact us for a free sample of the magazine so you can decide if it will benefit your customers. Martyn Johns, Publisher at martyn@newcom.ca or 416-614-5826.

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SERVICE NOTES

Flush-a-phobia Why we sometimes feel conflicted about recommending fluid flushes – even when we know they’re necessary. By Allan Janssen

You’d be forgiven for thinking there’s something of a mixed message in this issue of Canadian Technician regarding fluid flushes. In fact, you may have perceived a mixed message on this subject in previous issues as well. And not just in this magazine, but in other aftermarket publications, and on aftermarket websites and forums too. It’s kind of an occupational hazard when you talk about automotive maintenance. The problem is there are all-too-frequent stories about warrantless sales of flushes and outright fraudulent behaviour at unscrupulous shops. Our guest columnist this month, shop owner Bruce Eccles, discusses a very public recent example of unethical behaviour in this regard. His opinion piece on page 12 cites a CBC investigation into the sale of automotive services that were frequently unnecessary and sometimes not even performed. This kind of behaviour is routinely described by outraged technicians and shop owners as “wallet flushing.” On the other hand, we know that fluid flushes are an important part of a vehicle’s regular maintenance regimen. Carmakers routinely publish flush interval schedules in the owner handbooks that come with their vehicles. As Alan Beech points out in his Collective Wisdom column on page 14, we are absolutely right to recommend fluid flushes when they’re due. Furthermore, the feature article about the AIA’s biennial Demand Study on page 16 talks about the number of flushes that are being overlooked by consumers. It’s a staggering number. No wonder we’re a little gun-shy about selling flushes. And that may go some way in explaining why what appears to be denounced as questionable business

behaviour on one page, is extolled on another as professional diligence. The truth is that like any sale, fluid flushes are sometimes warranted, and sometimes not. In taking my own car for service, I’ve been surprised with a recommendation for a flush that I knew had been done within the last 12 months somewhere else. Gauging the usefulness of fluids by their colour or smell is notoriously inaccurate. The complicating factor in all of this is that it can be painful to have to recommend an expensive service – even when it is necessary. Automotive repair, after all, is not like other retail purchases. When you drop $800 at Best Buy, at least you’re walking out with a new camera or television or phone that you’re excited about. But when you spend $800 on automotive maintenance, you still have the same old car. It looks exactly the same as it did before you brought it in. It might even drive the same. It’s hard to understand where your $800 went. The primary goal of any automotive repair and service business should be to keep its clients’ vehicles running as well as possible, for as long as possible. Delaying a vehicle’s demise – and subsequent replacement – by some months or years will save the consumer a much larger sum. We should not apologize for selling necessary services that extend the life of our customers’ vehicles. That is part of the job. What we need to eliminate is the sale of maintenance services that have no legitimacy or purpose other than to profit the shop. That’s not just self-serving, it’s unethical. I’d like to hear what you think. You can reach me at allan@newcom.ca.

VOLUME 18

NUMBER 10

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EDITOR Allan Janssen allan@newcom.ca (416) 614-5814 CONTRIBUTING EDITOR Sarah Voigt sarah@canadiantechnician.ca PUBLISHER Martyn Johns martyn@newcom.ca (416) 614-5826 CIRCULATION MANAGER Lilianna Kantor lily@newcom.ca (416) 614-5815 DESIGN & PRODUCTION Tim Norton production@canadiantechnician.ca (416) 614-5810 GENERAL MANAGER 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 2013. All rights reserved. The contents of this publication september 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.

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LETTERS

The article about consumers demanding extended hours from repair shops (“Out & About,” August 2013) was very interesting. When your shop is on the same property as your house, as ours was in the country, it can be “open season” every day! One Monday morning, the day after a death in our family, I was holding down the fort while James was in town with his family. A sign on our door explained the situation to potential customers. Unfortunately, there is no sign that can go on the telephone. Sure enough, a customer called, asking to speak with James. “I’m sorry,” I said. “James is making funeral plans for a family member. May I make a note for him to get back to you on Thursday morning?” “Look,” the man said, “in my business I have to be available seven days a week, no matter what happens.” Undoubtedly, that businessman was stressed. But his request was more than a little insensitive. It just shows what

THE IMPORTANCE OF LAST IMPRESSIONS We’re still getting feedback from a story we posted this summer on our website about the importance of making a good last impression. Business consultant and marketing professor Jasmin Bergeron told an audience of Autopro shop owners that we should all try to leave the kind of lasting impression on

Larry Dickison

SOMETIMES CUSTOMER EXPECTATIONS ARE TOO HIGH

some customers expect from us in the service industry. Frieda-Marie Elias Retired, Springfeld Auto Wymark, Sask.

CIAA CONFERENCE DEALT WITH PRESSING ISSUES The Canadian Independent Automotive Association conference in Alberta in August was really great. It was both informative and entertaining, including a trip to the beautiful Reynolds Museum. It’s too bad more people weren’t able to attend! Murray Voth and Wayne Paulson pointed out many pressing is-

our customers that the final flurry of flashes and booms leaves on the audience at fireworks display. “Our assessment of what we experience is based on what we experience last, not what happened at the beginning,” he said. “Leave them wanting more.” To read the full story, go to tinyurl.com/ct-impressions I get to know every one of my customers. I try to remember little details about what’s going on in their lives and it does help the business. But I prefer to know them because I help them make the choice that suits them. Matt Martel Lebrun Service Centre Ottawa, Ont.

This is very powerful. We sometimes take it for granted that customers

sues that independent service providers should be aware of. Dealerships are doing whatever they can to shrink our marketshare, so we need to be both vigilant and active in fighting their maneuvers, which can be very costly to shops everywhere. Bev Kaltenbruner Harold’s Automotive Lethbridge, Alta.

How to reach us What do you think? We love to hear from our readers. Please send along your opinions to editor Allan Janssen at allan@canadiantechnician.ca.

understand their purchases. A little reinforcement will remove buyer’s remorse and actually make them advocates for us when they talk to their friends about the purchase. If their friends question their purchase, they can defend it with the knowledge that you provided to them in the sales process. I agree the process should end with a big bang. Well said. Bob Ward Owner, Autoguys St. Thomas, Ont.

I’ve used this method with great success since opening my Autocare center and increased sales 400% in the last three years. Get the repair done right the first time, act like a professional, do a little show-and-tell at the end, and most importantly, ask them for referrals when they’re smiling. — Web Comment

DECEMBER 2013 CANADIAN TECHNICIAN

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OUT & ABOUT

Vehicle demographics examined at AAPEX Polk executive says number of vehicles in the “sweet spot” for the independent aftermarket will start dropping.

Seng: “There are some great opportunities for the aftermarket.”

By Allan Janssen

T

he average age of vehicles on U.S. roads is continuing to rise, which is good news for the automotive aftermarket. But Polk’s vice president aftermarket and commercial vehicle says robust new-car sales will soon put a damper on that party. Speaking at a sold-out Town Hall breakfast meeting at the recent Automotive Aftermarket Parts Expo (AAPEX) in Las Vegas, Mark Seng said the increasing age of vehicle population has been a positive aftermarket trend for a very long time. “Today it stands at a record high of 11.3 years for passenger cars and light trucks combined,” he said. “But over the next several years, the landscape will change.” He predicted the number of U.S. vehicles in the “sweet spot” for aftermarket repairs (six to 11 years old) will continue to diminish after hitting its high point in 2011. While there are still over 100 million units in that age group, the number is expected to drop to below 80 million units by 2018. “The market will begin to feel the impact of a 40% drop in new-ve8

CANADIAN TECHNICIAN DECEMBER 2013

hicle registrations when the industry bottomed out at just 10.3 million units sold in 2009.” Since then, new light vehicle registrations have had a strong recovery, and they continue to grow. “We’re on track to hit 15.5 million units sold in 2013, which represents an 8.5% increase over last year,” he said. The last time the U.S. saw more than 15 million vehicles sold in a calendar year was 2007. Seng predicted 2014 could see more than 16 million units sold, which would bring auto sales back to pre-recession levels. “Only Mitsubishi and Volvo are down year-to-date through August. Everyone else is up,” he said. Fueling this comeback is the dramatic increase in the number of new models and redesigns. Between 2010 and 2012, 150 new models and major redesigns were announced. Between 2013 and 2015, that number is expected to top 260. “GM appears to be leading the way with 18 new or refreshed models this year alone, transforming their fleet from one of the oldest to one of the newest,” he said. Seng also discussed the continuing shift in the vehicle mix, with its impact

on repair opportunities. “Compact cars were expected to thrive in a struggling economy characterized by high fuel prices,” he said. “But what we’re finding is that the fuel efficiency and cost savings that people are looking for are being satisfied by choices around the powertrain rather than the body size. The explosion in the growth of the four-cylinder engine has just been tremendous.” He said while four-cylinder vehicles comprised just 41% of marketshare in 2008, it has grown steadily since then and will hit 55% marketshare this year. OEM globalization is causing carmakers to condense the number of platforms they use, with aftermarket implications for everything from parts inventory to technical training. “What’s really interesting for the aftermarket is that not only will there be this reduced number of platforms and more vehicles per platform, but they’re beginning to introduce new modular architecture – new modular technology – that is going to change the way manufacturers make vehicles,” he said. “There are some great opportunities for the aftermarket if we can understand what OEMs are doing around the world.” Finally, he said, OEM technology will continue to bring challenges and opportunities for the independent aftermarket. “We’re going to see an increased use of a lot of different technology wrapped around the traditional internal combustion engine – things like gasoline direct injection, turbo chargers, start-stop capability, cylinder deactivation, all-wheel drive disconnect, and higher speed transmissions.” Above all, he said, we need to understand the implication of telematics. “We need aftermarket solutions to this very real industry challenge,” he said. “There is certainly no reason why we can’t leverage the same technology and make it an aftermarket installation.” For more AAPEX coverage, please turn to page 22.

Precision Brand

OUT & ABOUT

Ford announces new warranty on Genuine and Motorcraft parts Ford Motor Company is now offering a 24-month, unlimited kilometers warranty on its Ford Genuine and Motorcraft service parts. The new warranty, which kicks in at the time of purchase or installation, also covers towing costs, and the parts and labour for any repair done at a Ford or Lincoln dealership. The company will also reimburse fleets and independent repair facilities up to $150 in labour coverage, and is continuing its “No Commercial Exceptions” policy. “Ford is dedicated to constant improvement in all we do,” said Frederiek Toney, vice president, Ford Motor Company and president, Ford customer service. “In the unlikely event a part fails, our new warranty demonstrates our commitment to quality, our customers and our intent to provide greater peace of mind and an improved

ownership experience.” The announcement was made at the Automotive Aftermarket Products Expo (AAPEX) in Las Vegas. Jay Davis, general sales manager for Ford customer service, said the warranty does not affect or change the current three-year warranties on some systems, like powertrain. In the case of an individual do-ityourself customer who chooses to install a part themselves, the warranty covers the cost of a replacement part for 24 months and unlimited kilometers. DIY labour time is not reimbursable. It was previously 12 months or 12,000 miles (about 20,000 kilometers), whichever came first, and labour was covered if the part was installed at a Ford or Lincoln dealership. Labour was not covered on parts sold over-the-counter to a fleet or installer.

Precision Engineering Precision Performance

• Hardware Included Positive Mold Ceramic Disc Brake Pads

Positive Mold Metallic Brake Pads

EYE SPY Drum Brake Shoes

That should hold it! Sven Jantzon and Ken Anderson, technicians at Sunset Volkswagen in Courtenay, B.C., sent in this picture of a dangerous way to secure the front end of an engine. The bolts to hold the starter and the bracket for the motor mount were missing, so the customer had secured them with a tie-strap. “We could hardly fathom it!” he wrote. Read more about this dangerous DIY job at tinyurl.com/ct-eyespy-317 Have an interesting picture to share? Email a high-resolution image to: allan@canadiantechnician.ca

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www.autopartsdepot.ca DECEMBER 2013 CANADIAN TECHNICIAN

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OUT & ABOUT

From left, David Tsubouchi met with Tim Ridley, Brent Edmonson, and Lary Goudge to discuss concerns about the college’s mandate, fees, and communication strategy.

College of Trades boss meets with technicians The new registrar and CEO of Ontario’s College of Trades says he’d like to set up regular meetings with tradespeople like the one he had last month with three automotive technicians. David Tsubouchi showed up at Lucarelli Auto Tech in Stoney Creek, Ont. to hear comments from Tim Ridley, Brent Edmonson, and Lary Goudge. Tsubouchi acknowledged it was the first time he’d met with automotive technicians since his appointment to head up the fledgling – and controversial – Ontario College of Trades this summer. During the hour-long meeting, he heard a number of ideas from the technicians, including a plea for tax relief for tool purchases, increased transparency and accountability for the college’s board of directors, improved representation by tradespeople in college decisions, and ways to promote ongoing professional development. “There are some things I’d like to see you address in your next registrar’s report,” said Ridley. “I think there has to be a recognition that you guys work for us, and I’d like to see some concrete things being put into 10

CANADIAN TECHNICIAN DECEMBER 2013

place that will benefit the members of the college.” Questions related to the college’s enforcement mandate drew a concession from Tsubouchi that the college’s communications strategy has been weak, the website needs improving, and the strategic plan needs to be clarified. “I think our mandate has to be defined a little better,” he said. “We’ve got a mandate related to recruitment and enforcement, yes, but we also have a mandate to be advocates for the trades.” He said he’d like to set up a series of what he would call “Registrar Round Tables” to solicit input from tradespeople on a regular basis. “I’m not afraid to meet with anybody. Let’s sit down and talk about this stuff. That’s how problems are solved,” he said. “That’s why we’re sitting here.” Following the meeting, Ridley said he is more optimistic about the Ontario College of Trades. “If there is a willingness on the part of the college to start offering real value, I’d be all for it,” he said. Read more at tinyurl.com/ct-ocot-meeting

Thank you We’re glad you enjoy reading Canadian Technician. We enjoy telling your stories and helping you do your jobs... and we get a lot of help from some really great aftermarket companies. Without them, we would not be able to produce this wonderful magazine.

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Merry Christmas and Happy Holidays from all the staff at Canadian Technician magazine.

IT’S YOUR TURN

Exposing fraud is a good thing When CBC’s Marketplace shone a light on “greasy business practices” recently, they weren’t talking about OUR industry. By Bruce Eccles The most recent issue of Canadian Technician had an article about the cost of offering consumers a quality oil change. Well, I’d like to discuss the cost to our industry’s reputation when the service that is performed is unprofessional, shoddy, or downright fraudulent. That’s exactly what was captured on video in a recent CBC Marketplace report about a chain of quick-lube shops in southwestern Ontario. If you saw the report, you may have felt a twinge of shame or embarrassment about the way the oil-change industry was portrayed. I didn’t. I felt nothing but anger and frustration. That’s because I’ve known for years that the service offered at many quick-lube shops is questionable at best, and fraudulent at worst. I’ve seen the poor workmanship of their untrained employees, and I’ve noticed the unethical business practices that they all-too-often engage in. It’s to the point now that I have stopped associating them with true professionals in the automotive repair and service industry. They simply do not belong to the same proud industry that I belong to. Quite frankly, I was happy to see this kind of exposé. It is long overdue. You only have to review a few invoices from quick-lube shops to see that very few consumers get away with

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CANADIAN TECHNICIAN DECEMBER 2013

paying the advertised $29.95 (or less!) for an oil change. There is almost always an added charge of questionable validity. I know it’s customary to circle the wagons and protect our industry when charges of fraud come up. But I absolutely refuse to associate myself with crooks and sneaks. When it comes to the quick-lube industry, let’s start calling a spade a spade. Far from offering consumers long-term protection for their expensive vehicles, they make a living with a band-aid approach to vehicle maintenance. They are predators who often do a disservice to consumers by allowing untrained staff to offer meaningless or superficial services. They do not understand preventive maintenance the way a proper automotive repair and service shop does. Their practice of paying employees a commission on parts and services sold is in direct conflict with ethical practices in our world. Their so-called “technicians” have little or

no knowledge of automotive technology. Their routine mistakes are startling. Their bait and switch tactics are deplorable. I fully support police investigations into fraudulent business practices. They help clean up the industry. It feels good to get that off my chest! For years I have kept quiet, hoping that the bad apples in “our industry” would simply disappear. But I have come to the conclusion that they are actually not in “our industry” at all. They belong to a parasitical industry that uses deceptive business practices and promises of low prices to attract naïve consumers. They race each other to the bottom in pursuit of diminishing dollars. I’m proud of the true automotive repair and service industry, which holds to a higher standard and offers a truly valuable service to motorists. And I was pleased to see that the people at Marketplace agree on our value to motorists. In the conclusion to their report, they suggested that if consumers truly want to maintain their vehicles, they should find a full-service automotive repair shop staffed by trained professionals. Amen! Bruce Eccles is the owner of Eccles Auto Service in Dundas, Ont.

COLLECTIVE WISDOM A management feature that explores the lessons learned in peer groups.

Changing direction Transitioning from “just a tire shop” to full-service mechanical is a challenge… but the rewards are high! By Alan Beech

HI RACHAEL. Your story is one that I hear a lot as I travel across this country. What is unique in your letter is your determination not to let this situation beat you. Good for you! I went to your web site and was impressed. I love the pictures of your location and the great reviews that customers have posted. It sounds like you have an amazing business. As I underN A L stand it, your business was established in 1975, and in 1995 you HI A r help! a shop f o r e u n did a complete rebuild on the same site. You now have six ow I need yo our neration g e in -g e d e n s bays in a very well-designed shop. Your staff consists of you, a o en sec . I’ve be I’m the s in e y r ll ti a s c e service advisor, and three young tire technicians. ti ma tly do sing dra a e that stric a r c t e e d g I’m glad you’re ready to take the next step to expand your on tires e used to W . s r a margins ir e business. You have a big job ahead of you but I think you’re e fy th ne and couple o o t y r s e a v p e e up to the task. th ith to . Now, w e lucky ’r in g e r w a , m s My first piece of advice would be take the time to plan ale 35% used to to tire s s in ip g h in rs tt this change very carefully, and seek out the advice of profesle ea dog ge in. Car d tires. rg w a e m n t % e sionals. In a short article like this it would be impossible to g 20 to us to make a . If rs s e e m lv e to s s cover all the changes you’ll need to prepare for, but here em ir cu e tires th send the s s th e g in in s are some big-picture things to keep in mind. ll bu y’re se on’t be in w e Now the n w a , b s ue great ur d contin have a this tren Marketing e till W ! r e e up. I s long iv h g c u to t m Your business has the word “Tire” in the name. I don’t n a for I don’t w know we I d n d a n a n o think this will continue to serve you well if you exe fm locati time ahead o is s it r k a e in y pand into general service. Customers need to know . I th have 20 m business o fr is s th s e that you’re now in the automotive repair business. You rm sfo usin can tran of the b s u . c e fo ic need to have a connection to the past, so let’s keep erv ge the hanical s c e to chan m e d n m the “ABC” part. But what about calling it ABC Auto so to tires a ps give u o r g just tires r Service, or ABC Auto Tech? This way your customyou ou and y ld u o ers will understand that you haven’t closed up shop. C s? n o ti s e You’ve just expanded your scope of service. g sug l When changing your name, it’s important to Rachae e ir T C B A invest in a good logo. This needs to capture the — Owner, theme of the new shop, as you move forward into the next 20 years. A great logo can be used in so many places, from invoices to signs to vehicles and uniforms. Don’t rush this process since it’s going to become part of your identity. The services of a professional marketer will be invaluable in this regard. Your new name and logo will let your customers know about the changes going on in your business. It will tell the story of who you are and what you believe in. And all of that gets wrapped up in a professional marketing campaign. 14

CANADIAN TECHNICIAN DECEMBER 2013

Staffing The new ABC will require some additional staff. On the front counter, there are a couple of options as you raise the skill level in this department. You could hire a business coach to train you and your existing advisor. There will be some new processes to learn as you begin running a mechanical repair shop. A business coach may seem like a very expensive option, but long term you and your current counter staff would be the best option on the counter. You’re already changing so much, you don’t want to overwhelm your customers with major personnel changes too. The other option is to hire a seasoned service advisor, one who has an understanding of workflow, staffing requirements, and the work estimating that are the hallmarks of a mechanical repair shop. The advantage of this second option is that you could be up and running in no time. A trained service advisor would also be a tremendous help in hiring your technical staff. And, make no mistake, you’re going to have to hire a good licensed technician. Your tire staff were great with tires, but modern vehicle diagnostics are a whole new ball game! A good licensed tech will soon become the very heart of your business. Finding the right person could be tough, so don’t wait to start your search. You’ll need to be creative. Get the word out that there is an opportunity to make a competitive wage at your shop. Remember, the best “catches” may not be looking to move away from where they are. You have to really sell the job. As the applications come in, a seasoned service advisor will be able help you weed out the unqualified candidates. As soon as this position is filled talk to your young tire guys about signing up on the apprenticeship program so they can start training under your new licensed technician. Equipment I see from your website that you’ve invested in a new alignment machine – one that has a “quick-audit” procedure.

That’s great. As soon as you have your technician hired, I recommend you offer a free alignment check to every customer who comes into the shop. You’ll be amazed at how many vehicles need an alignment, and how many car owners will understand the importance of having their wheels in alignment. Now, make sure that you charge properly for the job; you have to pay for this new machine! This service, while earning you great money, offers customers the peace of mind of better fuel economy, reduced tire wear, and better steering and suspension. Believe in the value of these diagnostic services. Your customers will see your confidence and respond. Another important piece of the puzzle is going to be maintenance machines. Your customers’ vehicles will need transfusions of transmission fluid, engine coolant, brake fluid, and power steering fluid, not to mention fuel system services. I can hear you already “Wow, that’s a lot of machines!” Yes, but often the companies that provide the fluids and chemicals will either supply the equipment themselves, or provide a reasonable payment plan. The final piece of equipment that I’ll mention is the diagnostic equipment for engine management systems and body controls. If you get a chance, talk to other shop owners who already own this equipment. Their advice will be invaluable. Nothing shows better that you are in the auto service business than being able to repair high-tech vehicle problems. New routines This is what will help you make the transition from a tire shop to a full-service repair shop. In a tire shop, it’s all about getting the vehicle in and out as

fast as possible. I can still remember one of my coaches saying the only way to be profitable in the automotive repair business is to slow the process down. This means taking the time to properly start a work order in your computerized POS (point of sale) program, asking the customer the right questions about the problems they’re having with the vehicle, and their long-term plans for it. You need to let the customer know that every vehicle that comes through your shop receives a courtesy maintenanceand-repair inspection, and that you’ll be sharing the results of this inspection with them. Make sure to discuss the time required to do this properly. They’ll have a tendency to try to rush you through the process. Resist the temptation to go too fast. You want to be known as a shop that does great work on a timely basis, rather than shoddy work really quickly! I know that I’ve skimmed over a lot of topics here, Rachael. I truly believe you’re making a very wise choice to change the focus of your business. Years from now you’ll look back on this decision and know that you saved your business. This will not be an easy process, so I would strongly recommend that you work with a marketing professional and a business coach. Also consider joining a peer group of mechanical repair shops, where you can discuss your challenges, receive support and advice, and learn from the experiences of others. Their advice will be invaluable in this process of converting your shop from a tire-based business to a tire and mechanical repair business. As I’ve already noted, I can sense your determination to get this job done properly. This determination will serve you well!

Alan Beech is the owner of Beech Motorworks in Hamilton, Ont. He also has a consulting business, advising shop owners on modern management principles. Want to know more about peer groups? You can reach Alan at alan@beechconsulting.ca.

DECEMBER 2013 CANADIAN TECHNICIAN

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Numbers you should know

What are you missing? When your customers pay their bills and leave your shop, are their vehicles in perfect working condition? Did you find all the work that should have been done on those vehicles? And if you did, was your service advisor able to sell it all? Or did your customers defer some of it for another day? These kind of questions lie at the heart of the Automotive Industries Association of Canada’s AIA Canada releases its biennial biennial Demand Study, which tracks the “untapped potential” in the Canadian aftermarket. “Demand Study” showing how Right now, according to the 2013 study released last much maintenance work is not month, there’s over $14 billion worth of work driving around on Canadian roads. That’s $14 billion worth of tires, brake being captured in our repair bays. pads, shocks, wipers, headlights, and dozens of other compoBy Allan Janssen nents that should be replaced, not to mention oil changes, fluid flushes, and alignments that should be performed. It’s $14 billion that didn’t get spent, didn’t keep technicians busy, and didn’t help ensure the profitability of thousands of automotive repair shops across the country. The report, produced for AIA Canada by DesRosiers Automotive Consultants, found that the total value of the aftermarket parts and services sold in 2012 was $19.27 billion. However, if all Canadians maintained their vehicles as well as the most diligent car owners, the aftermarket would have attained a total value of $33.30 billion. That $14.03 billion shortfall is dubbed “the untapped potential” and in 2012, it was up 17.8 percent from the year before. Break that down to individual consumers and we see that on average, Canadians underspent on their Captured & Missing vehicles by about $607 in 2012. There were 11.68 Opportunities Across Canada million neglected service jobs across the eight maintenance categories examined. $12,000,000,000 Missing How many of those should have been yours? $10,000,000,000 Dave Fifield, president of Wakefield Canada, and a Captured member of the AIA’s market research committee, says $8,000,000,000 the study contains an enormous amount of practical data. $6,000,000,000 “We talk about this underperformed maintenance as a very large number that represents a big opportunity $4,000,000,000 for the aftermarket,” he says. “But the big question for service providers is, ‘So, what do I do with that infor$2,000,000,000 mation? It’s great to know, but how do I turn that into $0 something meaningful in my business?’” B.C. Prairies Ontario Quebec Atlantic He says one of the biggest take aways, when one SOURCE: DesRosiers Automotive Consultants Inc., and R.L. Polk & Company (IHS Automotive) drills into the details of the study, is the categories that

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maintainers in each of Canada’s major regions have different spending habits when it comes to Captured & Missing Opportunities By Vehicle Age their vehicles. $12,000,000,000 There are a number of regional factors that Missing influence the disparity between actual maintenance $10,000,000,000 completed and potential maintenance jobs, it notes. Captured $8,000,000,000 Economic conditions, weather patterns, the age and structure of the fleet, and the regulatory framework $6,000,000,000 all play a role. But without exception, there is unperformed $4,000,000,000 maintenance in every corner of the country. $2,000,000,000 The study suggests that in the Atlantic region, vehicle inspection programs in three provinces are the $0 1-3 years 4-7 years 8-12 years over 13 years likely cause of an increase in undertaken maintenance SOURCE: DesRosiers Automotive Consultants Inc., and R.L. Polk & Company (IHS Automotive) and repairs, consequently, to better-maintained and safer vehicles on Atlantic roads.” Fifield says service providers have an opportunity are being overlooked. to help consumers by reducing the vehicle’s downtime. The study looked at eight specific maintenance jobs, “In the world we’re living in now, everybody is very calculating how many of those jobs should be done in a busy, we’re all tapped for time,” he says. “It’s difficult typical year and then comparing them with actual jobs that for consumers to be without their vehicle for any length were done. The results were very revealing. of time. They don’t want to have to keep coming back According to recommended scheduled maintenance, for over and over. There is a real convenience factor to tell example, 3,608,000 batteries should have been replaced in consumers we can tackle all the vehicle’s problems at once.” Canada during 2012. Actual sales figures, however, show Besides, he says, sometimes that deferred work simply the number came in at around 3,298,093 – a shortfall of does not get done. some 309,908 batteries. At an average cost of $99 per job, “We all get busy and we all move on to the next priority that resulted in over $30 million in missed revenue. in our lives,” he says. “It is symptomatic of the fact that as The story is most telling, perhaps, when it comes to $364 a society we are tapped for time.” brake jobs. Over 1.3 million jobs were not done in 2012, The tax-adjusted spend per year ranges from $982.43 for resulting in missed opportunity of over $477 million. a vehicle 1-3 years old, to $1,505.34 for a vehicle 4-7 years Or take oxygen sensors. We missed almost 2 million jobs old, to a high of $1,759.06 for vehicles 8-12 years old. The at $230 a piece. That’s more than $455 million worth of spending on vehicles over 13 years of age actually drops a work that was not done. bit to $1,493.46 – presumably because those car owners are “When you’re looking for opportunities, it would be ignoring more and more work as the vehicle’s retirement good to know what maintenance areas are typically being grows imminent. overlooked,” says Fifield. “I think the study helps service Over the course of a year, the untapped revenue per providers to prioritize to a certain extent.” vehicle adds up to $511.97 for 1-3 year old vehicles, For example, the study notes that roughly 12 vehicles in $646.63 for 4-7 year old vehicles, $743.61 for 8-12 every 100 did not have a transmission fluid change last year, year old vehicles, and $540.69 for vehicles over 13 despite the fact that it was recommended by the vehicle years of age. manufacturer. Given that the average cost of a transmission “The fleet is growing, the average age is creeping up, fluid change is $131, potential revenue from this product and therefore the amount of unperformed maintenance as a category alone could have reached $360.1 million. pool, is growing,” says Fifield. “We need to see the opporAll told, we failed to capture more than $2 billion from tunity.” these eight different scheduled maintenance jobs: batteries, Indeed, the study concludes with a note to service providers. brakes, cabin air filters, coolant, oxygen sensors, shocks and “The key to unlocking this extra revenue for the afterstruts, transmission fluid, and wheel alignments. market supply chain lies with the street level automotive “This study shows that unperformed maintenance is a service providers, who deal with Canadian car owners on big problem right across the country,” says Fifield. “When a day-to-day basis,” it reads. “Being aware of the neglected talking to customers, you can let them know just how maintenance areas and being able to effectively commusignificant the issue of unperformed maintenance is. There nicate the benefits of maintaining these vehicle parts/ are lots of vehicles out there that need work done.” systems to the consumer will go a long way in helping the According to the study, there is evidence that vehicle industry to achieve its full potential.”

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Scalloped – or cupped – tires are a potential indication of ride control problems.

More than just a

BOUNCE test 18

Evaluating modern ride control systems requires a little detective work.

CANADIAN TECHNICIAN DECEMBER 2013

Struts often appear OK on the outside, with no signs of damage or leaks… so we have to look hard at other factors when diagnosing ride control issues.

By Jeff Taylor If you were to ask your customers what they think about the condition of the suspension on their vehicles, what do you think they’d say? Some old-timers might tell you that they check it once in a while by “bouncing” the vehicle, and they figure it’s just fine. Younger customers would likely have no idea how to assess their suspension. In fact, most people have very little understanding of what the suspension system does, let alone how to gauge its current condition. It’s up to us to explain what this

Control arm bushings that are starting to come apart. Remember, when looking at the suspension system, it’s important to look at all the parts, not just the shocks and struts.

complex system is all about – and why it needs to be inspected and maintained properly. When we think of the suspension system on the modern automobile, we should really be thinking about ride control. Ride control consists not only of the shocks and struts but also the brake,

steering, suspension components, and even the tires that are on the vehicle. If there’s a problem in any one of those areas, it’s almost certain to affect other systems – and possibly all of them. The modern ride control system is characterized by a high interdependency between its components. Starting in 2012, electronic stability control (or ESC) was mandated on all vehicles. The earliest versions, however, have been around since about 2000. ESC is said to reduce rollovers by as much as 80% and drastically reduces loss-of-control situations. Most customers are aware that their vehicles have ESC and understand that it’s important, but very few understand that if a single part of the ride control system is substandard, the ESC system may be compromised. Checking the suspension components in the front and the rear of most vehicles will require an up-to-date information system so you know

A broken sway bar – an integral link in the proper functioning of any suspension system. It has to perform as it was designed, especially in a system with stability control.

the proper way to inspect the ball joints, tie-rod ends, strut rods, and other components. Make sure to pay particular attention to the rubber bushings that are designed to absorb vibrations and allow movement of components. They’re definitely a wear item and their integrity is important but often overlooked. The last component of the ride control system – the shocks and struts – is perhaps the hardest part to inspect. Sure, if there’s oil dripping out of the shock or strut, its failure is obvious. But

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what if that isn’t happening? How can we tell if a strut is weak or starting to fail? How about those bounce tests that our grandfathers did? Well, back in those days, vehicles had full frames and they weighed a lot more than cars do today. You could determine a lot by the way the vehicle bounced back. But these days, a bounce test can only confirm that the shocks or struts have not failed completely (think of Uncle Buck’s car). Bouncing a vehicle may reveal some suspension noises or other superficial issues, but it certainly won’t give us enough information to diagnose anything. Yes, there are electronic suspension testers available, and they have their place. Their success generally has

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a lot to do with the user, vehicle, or temperature. The only way that you can be 100% sure of a failed component is to remove it and have it tested. And that isn’t going to happen in the real world. It might happen in a race shop. But in the average automotive repair shop, we’re going to have to rely on some other testing procedure or a combination of tests to determine the state of the shocks and struts we see. Due to the high interdependency of modern ride control systems, we can look elsewhere for evidence of failing or weak shocks and struts. We have to become detectives, examining evidence wherever we can find it, and taking the vehicle for a road test to make some hard decisions. When starting a ride control exam, I like to start with a good visual inspection. The condition of the tires is an easy part of our ride control diagnostic; a visual inspection of wear pattern, tread depth, tire age and condition is straightforward enough, once the vehicle is up on the hoist for inspection. We may notice that the tires are scalloped or cupping or they have uneven wear. This is usually a sign of a ride control issue and we will have to look further to see what has gone wrong. Often the underlying condition is a weak or failing part. The springs that suspend the vehicle tend to oscillate, due to road conditions. Those oscillations are controlled (or minimized) by the shock or strut. If they can’t be controlled, the rhythmic movement of the tire going up and down will cause cupping or scalloped

wear patterns to develop. This, in turn, causes noise, traction loss, and ultimately tire failure. Rotating the tires will disguise this problem for a while, by spreading the wear pattern over other tires. But the main cause is a weak shock or strut. The other thing to look for when you have the vehicle up on a lift is the bump stops. The bump stop is intended to be a last resort in the movement of the suspension. If they are damaged, this can indicate a few things. The shock or strut may be worn out and is allowing

the suspension to travel too far. Or the vehicle is being overloaded. Or the vehicle may be driven very aggressively. This is where you will have to consider who the driver is. Is it an older driver? Or a teenager? What is the vehicle typically used for? Ask some questions and apply some common sense. It could tell you an awful lot. Brakes are another important component when evaluating a ride control system. A stuck or seized brake can have lots of adverse effects on the ride control system. And your detective work doesn’t end there. Now it’s time to hit the road. Customer usually say that their vehicle feels just fine. They identify ride comfort with shocks and struts. But in evaluating the complete ride control system, we look at much more than that. We want to evaluate the way the vehicle handles corners, bumps, and stops. Is it performing the way it was designed to perform? The road test should begin with a good acceleration. Does the vehicle stay level? It should – or close to it. If the front end rises too much, it could be an indication that the rebound portion of the front shocks or struts is weak. This can result in poor traction and diminished steering control, especially on a FWD vehicle. The next part of the road test should be a good firm stop. As the weight and momentum of the vehicle are transferred to the front wheels, you may

notice the front end dropping. If the shocks or struts are weak the vehicle will nose dive, which will cause the front brakes to wear faster. Worse, it makes the rear brakes less efficient and can affect the way that the vehicle steers. Next, swerve the vehicle from side to side. This will happen during an evasive maneuver on the road and it is the job of the shocks or struts to reduce the amount of body roll. During this situation, one side of the vehicle is under compression while the other is under rebound or lifting. If the movements are not properly controlled by the shocks or struts, more steering effort may be required than the driver anticipated. The last part of the road test should include some bumps. They aren’t hard

to find in my area! Listen for noises and see if the vehicle feels the way that it should. Does it bottom out? Does it feel comfortable? This is the area that most customers are concerned with, even if they don’t bring to your attention. Now that you’ve completed the visual inspection and performed a road test, take a look at the odometer. Independent testing of hydraulic and gas charged shocks and struts have shown that after 80,000 km, their performance will have degraded noticeably. As the performance and wear takes place over a long time, most customers probably have not noticed the degradation. As a new driver to the vehicle, one who knows what to look for, you’re in a good position to report on the true “feel” of the ride. The old bounce test is not enough anymore to tell if a vehicle needs shocks or struts. And with all new vehicles now required to have an ESC system, a well-calibrated ride control system is going to become increasingly important. Finally, when you’re installing replacement parts, make sure they meet or exceed the manufacturer’s specifications. Inexpensive off-shore replacement parts may not allow the ESC system to perform the way it was intended. And with American-style litigation steadily making its way into Canadian courts, we have to make sure that we’re installing quality parts that were designed for the vehicle in question, and that permit the ride control system to perform as intended. Jeff Taylor is senior technician and diagnostic specialist at Eccles Auto Service in Dundas, Ont.

AAPEX Wrap-up

Industry gathers in

Las Vegas Annual AAPEX and SEMA shows attract hundreds of thousands to view the latest products in the automotive aftermarket. With a combined exhibitor count of nearly 5,000 (2,400 at the Automotive Aftermarket Parts Exposition and 2,500 at the Specialty Equipment Manufacturers Association show) there was plenty to see at what has become known as Automotive Aftermarket Industry Week in Las Vegas. Held at the beginning of November at the Sands Convention Centre and the Las Vegas Convention Centre, the two shows collectively represent the $477 billion global motor

Mahle creates new equipment division Mahle Clevite has outlined plans for a new division focused on the tool and equipment segment of the aftermarket. The company said a new name for the division will be announced during the first quarter of 2014. The foundation of the new division is Mahle Clevite’s RTI division, former RTI Technologies, a company Mahle acquired earlier this year that specializes in the development and distribution of automotive maintenance equipment, including air conditioning service, fluid exchange, and nitrogen tire inflation systems. tinyurl.com/ct-aapex-004

Canadian companies win packaging awards Two Canadian companies earned distinctions for new packaging at this

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Attendees to this year’s AAPEX show enjoyed a display of import and domestic vehicles, designed to reflect the wide range of cars maintained by service providers. They included a 2002 Aston Martin DB7 and a supercharged 2005 Mustang Saleen… with a few classic cars thrown in for good measure.

vehicle aftermarket. With displays of everything from the latest hard parts, tools, and service equipment to automotive accessories and appearance products, the two shows attracted about 100,000 buyers from around the world. The AAPEX event also included a complimentary “Learning Forum” which offered 40 education sessions on the latest industry trends and technologies.

year’s show. The Association for Packaging and Processing Technologies volunteered to judge entries in this year’s showcase. On the “economics” front, Spectra Premium Industries won for its redesigned Ford Ranger Family Fuel Tank Strap Sets. The environmental award went to Mevotech, Inc. for its TTX Terrain Tough Ball Joint boxes. All of the New Packaging Showcase entries were on display throughout the show.

Engine cleaner CRC Industries introduced CRC Top Engine Cleaner, an aftermarket top end cleaner available for professional automotive technicians and do-it-yourselfers. Designed to keep today’s exhaust gas recirculation engines free of harmful carbon deposits, CRC Top Engine Cleaner is sprayed directly into the throttle body while the engine is idling at around 2,000 RPMs. Once the en-

tire can has been dispensed, the engine should be turned off and the chemical allowed to heat-soak for 15-20 minutes. When the engine is restarted, the vehicle will dispel white smoke through the exhaust. tinyurl.com/ct-prod-697

On-car brake lathe Expanding its line of wheel service products, Bosch has announced its first caliper-mounted On-Car Brake Lathe. Featuring a compact design to fit in tight wheel wells, the OCL quickly turns and resurfaces rotors without disassembling or removing components of a vehicle’s braking system and with no run-out compensation needed. The Bosch unit includes standard adapters to fit most vehicles, eliminating the need for additional investment in vehicle-specific adapters. tinyurl.com/ct-prod-704

bond between most plastics, composites, ceramics, and wood. The product has a 5-6 minute working time, features a full cure in 9-10 minutes, and dries to a durable black finish. tinyurl.com/ct-prod-718

Catalytic converters

Scott Maxwell, a technician from Wellston, Ohio, is the latest winner in Delphi’s annual “Dream Shop” sweepstakes. Maxwell will receive thousands of dollars worth of Delphi parts, tools, equipment, and training. In announcing this year’s winner, Lúcia V. Moretti, president of Delphi Product & Service Solutions, said the competition will be held again in 2014. “If you don’t sign up, you’re missing out on some great monthly prizes, as well as a chance to win a Delphi Dream Shop,” she said.

Shop management software Gem-Car has introduced an “Elite” software package, designed to help repair shops be more profitable. Gem-Car Elite is described as an easy-to-use system, which works seamlessly with programs like QuickBooks, Sage 50 Accounting, and Acomba Accounting. The system includes a colour-coded point-of-sale window, and calculates gross profit analysis by line item as well as work order. An alert is issued if an estimate is not profitable. The program also includes a punch clock and a bar code reader that can be used to scan the vehicle’s VIN and enter it into the system. tinyurl.com/ct-prod-745

Training academy Redline Detection has unveiled a threepronged technical education platform called “Redline Technical Academy,” designed to educate technicians, recognize excellence in the field, and advance the automotive industry through innovative technology. At the helm of the initiative is Redline’s inaugural Technical Advisory Board, made up of seven industry veterans from different areas of expertise. They will play a big part in a new in-

dustry award called the Redline Rock Star Performance Award, which will award a rising technician with $2,500. And, to support ongoing technical education, Redline has launched a website designed to provide technicians with free, easily accessible video content, in multiple languages. The Tech Academy will also feature live demonstrations at trade shows, education at automotive technical schools, and an abundance of resources for technicians. tinyurl.com/ct-aapex-005

Plastic weld Permatex has introduced PermaPoxy 5-Minute Black Plastic Weld as a structural adhesive designed for bonding both soft and hard plastics to a variety of other materials and surfaces. The 5-Minute Black Plastic Weld is designed to form a powerful

AC service machine Robinair has introduced the AC1234-6 ACS machine to service new-refrigerant vehicles. The company says AC1234-6 is the only product available today that fully meets SAE’s requirement for recov-

Eastern Catalytic has expanded its line of direct-fit converters, which now exceeds 3,000 converter part numbers, offering coverage for 100,000 import and domestic cars, vans, SUVs and light trucks. Where required, most direct-fit converters include Eastern’s Value Pack installation kit, complete with air tube hose and clamps, manifold nuts and bolts, fuel injector air tube connector, air tube plug, and complete installation instructions. tinyurl.com/ct-prod-725

Mahle adds Behr brands to its line-up Mahle Clevite has expanded its North American product offering to include Behr thermostats and other components for temperature regulation, as a result of the progressing acquisition by Mahle of Behr. The company said the acquisition provides the resources to offer a full line of thermostat products to the automotive aftermarket. Jon Douglas, general manager of Mahle Aftermarket North America, described “the pairing of these strong brands” as a significant benefit to customers in the automotive aftermarket. tinyurl.com/ct-prod-726

ering, recycling, and recharging vehicle AC systems that use the new R1234YF refrigerant. The AC1234-6 is fully automatic with an integrated refrigerant identifier that samples the refrigerant in the vehicle’s AC system prior to recovery. tinyurl.com/ct-prod-715

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AAPEX Wrap-up F-M receives four Automotive Communications Awards Federal-Mogul’s Vehicle Components segment received four awards for excellence in business-to-consumer and business-to-business communication. The annual Automotive Communications Awards (ACA) program, sponsored by the Car Care Council Women’s Board and the Automotive Communication Council, highlight outstanding advertising, marketing and public relations activities on behalf of aftermarket organizations. In the business-to-consumer category, Federal-Mogul’s Anco Wipers brand was honored for the best television commercial. The company’s Champion and Moog brands both received awards for innovative customization of a Facebook page. And the Wagner brand received a business-to-business award for best general market or special interest magazine article for an eight-page editorial section, titled “Stop.”

Leak detector Redline Detection says its new PowerSmoke PRO replicates the full load of a turbo, supercharged, or boosted engines so the entire system can be safely tested for faults with the engine off. It is said to be the only diagnostic leak detector that can, in a single procedure, reliably detect any high-pressure leak, pinpoint its exact location, and precisely identify failing components. It uses

Celebrity appearances are the norm at large trade shows like AAPEX and its sister show, the Specialty Equipment Manufacturers Association show (SEMA). Above, racing phenomenon Danica Patrick meets fans at the Old World Industries booth.

high-density vapor that is 100 percent free of dyes and other contaminants. tinyurl.com/ct-prod-585

Oil filters Head bolts CRP Automotive says it now offers industry-leading coverage on Asian and European applications with its Ajusa Cylinder Head Bolt Kit program. The program features a line of torque-to-yield (TTY) head bolts that come packaged as sets to meet vehicle specific applications. The sets are provided in a shrink-wrapped cardboard box with assembly lube included. Vehicle applications include popular Acura, Audi, BMW, Honda, Land Rover, Mazda, Mercedes Benz, Mitsubishi, Nis-

Dayco wins trio of awards Dayco Products was the recipient of three Automotive Communications Awards for business-to-consumer communications. Dayco was awarded “Best Brochures, Booklets & Handouts” for an interactive flyer promoting its new VIN-Scanning mobile app. The flyer comes with a QR code that directs users to Dayco’s site to download the free app, and incorporates a sample VIN barcode so app-users can test the app immediately after downloading. Dayco also won “Best QR Code Customization” for its use of QR codes on packaging. And the company was awarded “Best Media Outreach to Non-English Speaking Audiences” for its commitment to printing promotional and informational pieces in English, Spanish, and French. The awards applaud companies that provide automotive information to consumers and trade professionals through outstanding advertising, marketing and public relations efforts. tinyurl.com/ct-aapex-006

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san, Toyota, Volvo, and VW models. tinyurl.com/ct-prod-729

Wix Filters, a member of the Affinia Group family of brands, has launched a new XP line of premium oil filters engineered to withstand the toughest driving conditions. Scientifically designed to maximize the performance of synthetic motor oils, they feature wire-backed, fully synthetic media that traps more dirt, dust and grime. Wix says they also offer greater resistance to hardening and cracking due to a silicone anti-drain-back valve. tinyurl.com/ct-prod-728

Windshield treatment kit Philips Automotive North America has released its new Philips Windshield Treatment Kit, designed to improve driver visibility in hazardous conditions. The Philips Windshield Treatment is applied to windshields to help repel rain, snow, and dirt, allowing drivers to see more clearly and travel more safely. It uses a hydrophobic technology, which makes water bead and run off the windshield. Ice, dirt, and bugs can also be removed more easily once the treatment has been applied. The Philips Windshield Treatment lasts for up to six months after application. tinyurl.com/ct-prod-733

featuring a special graphite coating. According to Hella, the coating extends service life up to three times longer than other wiper blades, providing exceptional benefits of greater durability and cost-effectiveness. Every wiper comes with a pre-installed universal connector that allows connection to most vehicle wiper arms. tinyurl.com/ct-prod-737

LED sealed beam

Checking out what’s new. The latest parts, tools, and equipment were on display at the Automotive Aftermarket Parts Exhibition (AAPEX) in Las Vegas last month.

TRW launches chassis program TRW Automotive has launched an all-makes premium chassis program for the North American aftermarket. The initial offering of 2,600 part numbers covers more than 94 percent of the North American market demand. The program is expected to grow to more than 3,000 parts representing 96 percent coverage by the end of the year. Complementing TRW’s range of allmakes disc brake pad parts, the program consists of control arms; inner tie rods; stabilizer links; ball joints; tie rod ends and assemblies; idler and pitman arms; and bushings. tinyurl.com/ct-aapex-007

Federal-Mogul introduces new mobile app Federal-Mogul says its new ‘Smart Choice Mobile’ App enables shop owners, service writers, and professional technicians to use their iPhone

or Android devices to instantly access the latest parts information for virtually any passenger car or light truck, and communicate detailed inspection findings – including repair estimates and photos of worn or broken parts – directly to the vehicle owner. Billed as more than a parts lookup tool, the app includes VIN scanning technology that allows the user to instantly capture critical vehicle information and access all corresponding part and repair information via Federal-Mogul’s www.FMe-Cat.com applications database. tinyurl.com/ct-prod-563

Graphite-coated wiper blades Hella has introduced a newly designed line of Standard, Superwind, and Heavy Duty windshield wiper blades

Electric motors line Continental Commercial Vehicles & Aftermarket has expanded the domestic, Asian, and European coverage for its OE-quality lines of VDO Electric Motors. The new 2014 VDO Electric Motors Catalogue offers the full line of blower motors, blower wheels, cooling fan motors and cooling fan assemblies and now features over 1,600 total SKUs. It includes the addition of 98 new fan assemblies and 34 additional new blower motors. tinyurl.com/ct-prod-735

GE Lighting has introduced new GE Nighthawk LED Sealed Beam headlamps, designed to last for 15,000 hours and draw less amperage than standard halogen headlights. Instead of conventional incandescent bulbs, they feature the latest LED technology, and are virtually maintenance-free. The headlamps are housed in die-cast aluminum, engineered to withstand impact and sealed to resist moisture and corrosion. tinyurl.com/ct-prod-738

Smart phone diagnostics Ross-Tech demonstrated its new HexNet software on a 2014 VW Beetle Convertible at the 2013 AAPEX show. Hex-Net, used in conjunction with the company’s VCDS program, makes diagnostics for VW and Audi accessible via most modern mobile devices equipped with WiFi and a modern browser. Hex-Net connects to Ross-Tech’s VCDS program running on Windows-based computers. The Hex-Net also includes a new built-in VCDS-Mobile software. VCDS-Mobile adds the ability to use virtually any smart device with a WiFi connection and Web browser as a diagnostic tool for VW-Audi Group cars. VCDS-Mobile supports smartphones and tablets running Apple iOS, Android, Blackberry and Microsoft, just to name a few. tinyurl.com/ct-prod-742

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PRODUCT CENTRAL Throttle body Cardone has released five additional remanufactured Electronic Throttle Body part numbers that are in high-demand for certain GM, Ford, Crown Victoria, Mustangs, Lincoln, and Mercury vehicles. Part numbers are in stock and ready to ship. tinyurl.com/ct-prod-583

Fuel treatment Rislone Ethanol Fuel Treatment is a super-concentrated additive that provides ethanol stabilizers and conditioners not found in traditional fuel additives. It is compatible with all two-cycle, four-cycle, fuel injected, direct injected, turbo, and carbureted engines. It should be used year-round for optimal protection against rust, corrosion, gum and varnish. One 177 mL bottle treats up to 76 litres of fuel. It comes packaged in Rislone’s new EZ Nozzle bottle. tinyurl.com/ct-prod-581

Catalytic converters Tenneco has announced an aggressive expansion of the Walker converter line. Among the new Walker parts introduced this year are hundreds of additional CalCat and Ultra converters, engineered to help automotive service providers restore emissions performance on a wide variety of late-model domestic and foreign nameplate passenger vehicles. The company also introduced more than 100 other emissions control components. tinyurl.com/ct-prod-588 26

CANADIAN TECHNICIAN DECEMBER 2013

Mobile app Veyance Technologies has released a new Goodyear Engineered Products PartFinder mobile app. The app allows you to easily find the right parts, including belts, hoses, tensioners, hydraulics and air springs by scanning or entering a VIN. Images, diagrams and other educational tools are also available. The app and is compatible with Apple, Android, Windows, BlackBerry, and most tablets. tinyurl.com/ct-prod-591

Barcode scanning A new function on VL Communications’ AB Magique software allows users to download the application directly on their Android or Apple devices, scan a VIN barcode on any vehicle, and send it to their current estimate in seconds. The free update allows technicians to get faster and more accurate information. According to VL Communications, this significantly reduces hand data entry on vehicles and ensures the accuracy of parts ordering. tinyurl.com/ct-prod-582

Acura brake pads Federal-Mogul says its Wagner Brake brand has introduced the aftermarket’s

Pocket scanner The new Blue-Point MicroScan III Scanner from Snap-on is described as a pocket-size powerhouse that reads and clears OBD-II codes, displays live data, and resets the Malfunction Indicator Lamp (MIL) in less than 30 seconds. The MicroScan III (EESC720) covers all 10 modes of OBD-II. It also covers enhanced engine codes for diagnostic depth on most GM, Ford, and Chrysler vehicles. With optional adapters, it can also read OBD-I codes for pre-1996 vehicle applications on GM, Ford, Chrysler and Toyota. tinyurl.com/ct-prod-589

Differential kits SKF has announced the addition of 18 new part numbers to its line of SKF differential kits. The new part numbers, available in either a standard kit (prefix SDK) or master kit (suffix MK), include a range of rear differential kits for Chevy/GMC, Cadillac, Dodge and Ford applications. Standard differential kits from SKF contain all the components needed for a complete repair. Master differential kits also contain pinion shims (where applicable), pinion adjusting shims, differential shims, and ring gear bolts. tinyurl.com/ct-prod-580

first replacement brake pads for the 2014 Acura RLX sedan. The Wagner ThermoQuiet CeramicNXT front disc brake pads (No. QC1697) feature an exclusive 2021-compliant Wagner OE21 low-copper friction formulation – said to be 35 percent quieter and offer 15 percent more stopping power and up to 40 percent greater fade resistance than previous Wagner ceramic formulations. tinyurl.com/ct-prod-593

Beam blades Anco Wipers has introduced an extensively enhanced range of Anco Profile beam (flat) wiper blades. Just 12 SKUS offers nearly 100-percent coverage of late-model vehicles. This coverage efficiency is the result of the brand’s KwikConnect Installation System and an innovative new connector. Each Profile blade is equipped with an integral, symmetrical spoiler that ensures increased down force for exceptional blade-to-glass contact and includes the brand’s exclusive DuraKlear rubber compound for a consistent, clear wipe in a full range of weather conditions. tinyurl.com/ct-prod-anco

Disc brake pads Bosch has introduced Bosch Blue Disc Brake Pads targeted to general repair shops that service a variety of makes and models. The new Bosch Blue Disc Brake Pads include comprehensive coverage of domestic, Asian, and European vehicles. They have a rust-prevention coating for improved durability, and feature advanced platform-specific friction formulas (NAO-Ceramic and Semi-Metallic) that are the best for a particular application. They come with synthetic grease, which helps reduce resistance on all contact points, is included in all applications tinyurl.com/ct-prod-577

Chemical line Auto-Camping is now distributing Euro-Tech Premium Chemicals, made specifically for European Vehicles. The company’s first five products are now in stock. Euro-Tech Film (SE4024) offers long lasting protection with corrosion and rust inhibitors. Euro-Tech White Lithium Grease (SE4007) lubricates and protects against corrosion. Euro-Tech Engine Shampoo (SE4001) cleans heavy grease, dirt and oil deposits on engines in automobiles, power mowers, boats, tractors and industrial machinery. Euro-Tech Glass Cleaner (SE4005) cleans windows, mirrors, windshields, tile, counter tops, porcelain, stainless steel and chrome. And Euro-Tech Klima Fresh (SE4210) is an odour stopper that neutralizes smells caused by moisture accumulation in vehicle ventilation and air conditioning systems. tinyurl.com/ct-prod-573 DECEMBER 2013 CANADIAN TECHNICIAN

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PRODUCT CENTRAL Camo-themed toolbox

Engine control

Matco Tools has introduced a limited edition camo toolbox. The exclusive toolbox features a digital camo graphic and Camo Green gloss paint, creating a unique, camo-textured appearance. Every model features a T-shaped center shelf that is fully welded to all sides for brute strength and total stability. tinyurl.com/ct-prod-578

Standard Motor Products has announced its second TechSmart line expansion for 2013 – 44 new premium engine control products, covering more than 60 million vehicle applications. It features new part numbers for several key categories, including OE matching keyless entry transmitters, VVT solenoids for Ford and Hyundai, and two complete distributor assemblies for GM 5.0/5.7L V8s and 4.3L V6s. tinyurl.com/ct-prod-503

Mobile wheel lift Shop managers can reduce the risk of employee injury while simultaneously increasing productivity with the new Rotary Lift MW-200 Mobile Wheel Lift. The air-operated MW-200 provides 200 lbs. of capacity at 100 psi, enough to lift a broad range of wheels and tires. The air-operated design requires no batteries, and has a rise time of just six seconds. The wheel lift rolls on four high-quality casters. Once properly positioned within the lift, a tire or wheel can be rotated 360 degrees on three large rollers. The rollers allow the technician to align the wheel and hub without straining to hold a heavy load. tinyurl.com/ct-prod-565

Ignition coils Delphi has announced the launch of 12 new ignition coils, covering more than 9.6 million Audi, Honda, Nissan, Jaguar, BMW, GM, Hyundai, Kia, Volvo and Toyota applications from 1998 to 2012. Delphi says its high-quality design and materials combat conditions that most often lead to failure issues. Delphi also uses an epoxy vacuum technique to reduce air bubbles in the epoxy, because having fewer air bubbles increases the epoxy’s insulation quality and reduces the chances of energy punch-through failures. tinyurl.com/ct-prod-495

Steering and suspension

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Federal-Mogul has added several replacement control arm assemblies and other high quality components to its line of Moog steering and suspension parts. Among the new parts are control arm assemblies featuring premium Moog ball joints for a wide selection of Suzuki, Oldsmobile, Buick, Cadillac, Pontiac, Chevrolet, Mercedes Kia, Toyota, and Saturn models. tinyurl.com/ct-prod-491

CANADIAN TECHNICIAN DECEMBER 2013

The new Hofmann Touchless Alignment Wheel Clamp (AC400) allows service technicians to get accurate and repeatable results quickly and efficiently, all without the clamps touching the wheel rim. With its patented technology, the AC400 is easy to use, and is durable yet lightweight, making it easy to move around the bay. The AC400 allows measurement of cross-diagonal and tire-rolling radius to help reveal collision damage and mismatched tire sizes. Clamping is accomplished in just a few turns with a single fast-action adjustment knob. tinyurl.com/ct-prod-485

ADVERTISER INDEX continued from page 30

whistled. According to the manuals, you had to remove the engine and transaxle in order to replace the water pump. Obviously, it was not just an afternoon job. We needed Basil’s calm influence. I found him parked in the lunchroom, quality-testing his eggnog recipe. I grabbed his arm and steered him towards the service bays. “What sheems to be the problem?” he asked, a blissful smile plastered to his face. Tooner and Beanie were in no mood to talk, so I outlined our situation. Basil plopped himself onto a stool and began to tap the side of his nose. He was thinking – hard. Finally he held up one finger. “You know, I believe I’ve run into this before.” He frowned. “Or maybe I heard it from someone else – I can’t remember.” He looked at me quizzically. “Slim, when did you get a twin brother?” “BASIL!” hollered the crew. “Oh yes.” He began to think again. “It seems to me – and I don’t really know why – that it’s possible to replace the water pump without removing the engine.” He thought some more, and then smiled. “Yes, I have it.” He beamed at us proudly. “Engine mount!” We were not amused. “Baz,” I said. “We’re talking about the water pump, not the engine mount. Could you please focus here?” “I am focusing!” he insisted, and then added, “At least, I’m trying to.” He frowned. “OK, it’s coming back to me. Just unbolt the front lower engine mount and raise the engine with a floor jack. It will be tight, but that will allow you to change the water pump in the vehicle.” It took a moment to digest what he’d said. Then an explosion of holiday joy hit the room. Quigley was on the phone ordering up the parts while I jumped into my truck to retrieve them. Basil wasn’t in any shape to help out with the repair, so he let Tooner and The Bean do the heavy lifting while he walked them through it. Air tools were flying like reindeer on steroids. It was so amusing to watch that Quigley pulled up a stool and enjoyed the show. In a couple of hours, the water pump was changed and peace had returned to the earth. I turned off the open sign and locked the door as the gang migrated to the lunchroom to toast our success. “That was awesome work, Tooner,” said Beanie. “Sorry I didn’t buy you a present today. You deserve one.” “I already got my present,” said Tooner, smacking his lips. He raised his mug towards Basil. “An’ this man deserves a toast.” Our coffee cups clinked as the little red Toyota drove off into the night. “Merry Christmas to all,” we sang, “and to all a good night!” Rick Cogbill is a freelance writer and former shop owner in Summerland, B.C. You can read more of Slim Shambles’ misadventures in Rick’s book, “A Fine Day for a Drive” available at www.thecarside.com.

AIA Canada ....................... 13 www.aiacanada.com 800-808-2920 Arnott Air Suspension....... 27 www.arnottindustries.com 1-800-251-8993 Bars Products – Rislone ... 10 www.rislone.ca

Blue Streak-Hygrade ...........3 www.bluestreak.ca

Canadian Car Owner............4 www.carowner.ca 416-614-5826 De-On Supply ..................... 28 www.deonsupply.com 800-824-4115 Imperial Oil – Mobil .......... 31 www.mobil.ca 800-567-3776

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ProMax Auto Parts Depot ...9 www.autopartsdepot.ca 1-866-573-9889 Snap-On Tools of Canada ....2 www.snapon.com 1-800-734-2676 WorldPac........................... 32 www.worldpac.ca 800-463-8749

DECEMBER 2013 CANADIAN TECHNICIAN

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The Car Side

Illustration by Aaron Lane

By Rick Cogbill

Under the Mistle-Toyota Basil knows a short-cut for a complicated repair… but can he stay focused long enough to walk the rest of the gang through it? “Whoa, Beanie, that’s a lot of presents!” Tooner ran his fingers through his hair excitedly. “Which one’s mine?” Our apprentice collapsed into a waiting room chair, hidden beneath an armload of brightly-wrapped packages. “None are,” came the muffled reply. “I bought these all for Samantha.” Tooner walked over and removed the topmost parcel, revealing Beanie’s toque-covered head and red nose. “Say that again? I don’t believe we heard you right.” “Yeah,” chimed in Quigley. “Don’t you know that Christmas is a time for sharing with loved ones? And who loves you more than we do?” The pile of packages slid to the floor, and Beanie looked at them forlornly. “Hopefully Sam does. Sorry, guys; next to her, you just don’t cut it.” I chuckled. “No need to explain, Bean. We’re just giving you a hard time.” Tooner huffed indignantly. “Speak for yerself.” Just then Santa entered the room with a tray. “Not to worry, Tooner. Here… have some of my homemade eggnog.” Tooner cheered up immediately. “Aw, thanks, Basil!” He sniffed it carefully. “Say, did ya throw in that special ingredient I like?” 30

CANADIAN TECHNICIAN DECEMBER 2013

I looked at my watch. “Hold on; it’s not closing time yet. Don’t make me pull the Grinch card.” Quigley checked his appointment schedule. “Truth is, Slim, we don’t have a single job lined up for this afternoon.” He rubbed his hands together hopefully. “Why don’t we close early and get into the holiday spirit?” Tooner’s eyebrows shot up. “Spirits! Now yer talkin’!” I was saved by a late-model red Toyota Camry, pulling into the parking lot with steam coming from under the hood. Basil looked at his tray and sighed. “Guess I’ll just put this aside for later…” Myrtle Travis bustled into the office to hand over her keys. “My husband says the water pump is leaking. Can you fix it today? I’ve got my whole extended family showing up for the holidays and I can’t be without a car!” Quigley put on a brave face. “We’ll do our best, Myrtle. The guys will get started while I drive you home.” But there was no happy ho-ho coming from the elf department. Tooner had looked up the repair info on the 2008 3.5L V6 engine, and he was having a fit. “You gotta be kidding me! Slim, tell me this ain’t true!” I looked at the repair procedures on the screen and continued on page 29

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