Canadian Technician May 2013

Unperformed Maintenance

Publication Mail Agreement #40063170. Return postage guaranteed. Newcom Business Media Inc., 451 Attwell Drive, Toronto, ON M9W 5C4

Capturing the $12

billion worth of work that isn’t getting done!

ALSO: ■ Mazda names its top tech in Canada ■ Understanding coil-on-plug ignition ■ How to build good word of mouth

MAY 2013

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contents

Canadian Technician – May 2013 – Vol. 18 No. 4

FEATURES Word of mouth ...............................................................19 The most valuable form of advertising is also free. You just have to know how to generate it!

Unperformed maintenance ...........................................20 We look at what kind of work is simply not getting done, the science behind the calculation, and how to bring that number down.

Igniting change ..............................................................22 A steady progression in ignition technology has led us to the current coil-on-plug design. What’s coming next?

COLUMNISTS Management S.O.S. by Kelly Bennett ..............................13 The Car Side by Rick Cogbill ..............................................30

20 DEPARTMENTS

6

Service Notes.................................................5 Letters ............................................................6 Out & About....................................................9 EyeSpy ..........................................................10 Products.......................................................26 Ad Index .......................................................29

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3

2000

1965

Valvoline launches MaxLife®, the first motor oil for high mileage engines

Valvoline introduces the first & best selling racing oil of all time

1866 Dr. John Ellis invents motor oil

1939 Valvoline develops X-18, a single grade oil which could be used in place of 18 different specified automotive lubricants

1996 Valvoline launches DuraBlend™, the first synthetic blend motor oil

2012 Valvoline launches NextGen™, the first national branded recycled motor oil

Valvoline invented the engine oil category almost 150 years ago – and we haven’t stopped pushing new innovations since.

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Welcome to the Next Generation in motor oil.

Learn more about NextGen™ at NextGenMotorOil.ca © 201Î, Ashland Inc. TM Trademark of Ashland or its subsidiaries in various countries.

SERVICE NOTES

Rebirth of our industry?

The fledgling College of Trades in Ontario could lead to a new culture of professionalism.

By Allan Janssen The Ontario College of Trades represents a huge opportunity for technicians in that province… and possibly across the country.

It could address many of the issues that industry watchers say are critical to the future of our trade. And it could lead our beleaguered industry into a new era of professionalism and respect.

But because it came with a $120-ayear price tag, some have written it off.

They say the College of Trades was created without their input, is needlessly expensive, and offers nothing of real value.

If those complaints were true, I too would condemn it. But I don’t see it that way.

Instead, I side with those who are excited about what the College of Trades could mean: • Self-regulation for 48,030 certified automotive service technicians, and 2,162 other skilled trade workers who hold a sub-category licence; • A Certificate of Qualification that is even more valuable; • Rigorous enforcement that includes fining unqualified techs and closing illegal facilities; • Accountability that gives consumers greater protection against bad apples who are incompetent, negligent or deceitful; • The opportunity to establish programs to improve our industry, like ongoing training requirements, consistent business practices, and professional development initiatives; and • A stronger voice to lobby government.

Will these things happen overnight?

Absolutely not. We will need to be patient. But I truly believe all of these things are possible. In fact, if we work together these things are inevitable.

The College is even more impressive when compared to the old system, man-

VOLUME 18

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451 Attwell Drive, Toronto, Ont. M9W 5C4

aged by the province’s Ministry of Training, Colleges and Universities. Under that system, we truly received nothing for our fees and no input into the governing of our trade. It was taxation without representation. Granted, the tax was relatively small. At $20 a year, it was like a mosquito bite: annoying but mostly painless. Under that system, no action was ever taken against the scofflaws who thrived in their backyard shops with unlicensed workers.

I suspect we’ll one day look upon the creation of the College of Trades as the first step in the rehabilitation of our public image and the birth of a powerful culture of professionalism among our ranks. It may even be the engine that transforms our industry across the country. I know it is being watched very carefully in other provinces.

This is the kind of experiment that can lead to sea changes in an industry.

I know some technicians who have eagerly signed up to the College of Trades.They see the potential, as I do, to improve the industry.

Others have signed up reluctantly – either grumbling about not having a choice, or taking a determined ‘waitand-see’ approach.

And there are some who are vocal in their opposition and who simply refuse to play ball.They decry the new College of Trades as a “tax grab.”They tend to be the same people I’ve heard over the years complaining about what is missing in our trade: accountability, professionalism development, and respect.

The irony here is that if they took advantage of what is being offered, they would probably get many of the things they truly want.

And at $120 a year, it would be a bargain!

I’d like to hear what you think.You can reach me at allan@canadiantechnician.ca.

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.

We acknowledge the financial support of the Government of Canada through the Canada Periodical Fund of the Department of Canadian Heritage.

Kenneth R. Wilson Award Winner Member

Canadian Business Press

“Billions”

By Mick Coulas 1-866-574-9998 MAY 2013 CANADIAN TECHNICIAN

5

LETTERS I DON’T APOLOGIZE FOR MY PRICES All of Kelly Bennett’s points in “Defending Our Pricing Policy” (Management S.O.S., February 2013) are valid. I am always quick to point out to customers that I’m in the service business, not the cheap-parts business. Yes, they can find parts cheaper elsewhere.Yes, they can believe we charge too much for labour.Yes, they can say their “mechanic friend” can do it cheaper. But I’m not ashamed about what I need to charge to cover my expenses. Some customers don’t understand the costs of training staff, tooling up, and insuring the business. These all affect my prices. If we educate our customers, I know we can win them over.

Bob Ward Autoguys St.Thomas, Ont.

SCRIPTS MIGHT HELP US TALK TO CUSTOMERS I really enjoyed your article on pricing policies (Management S.O.S., February 2013). I deal with web surfers all the time.

Lots of the younger car owners that are up-to-date on the technical stuff seem to inquire about it a lot more than older customers. I was wondering if you have some kind of script we could use to help give us a little more confidence in our answers.

I understand about margins, but I still find it a challenge (even after five years in this position) when customers don’t like my answers. Any tips would be great!

Carly Gillis Autopro Alignment and Maintenance Kamloops, B.C.

Editor’s Note Actually, Carly, I’ve done workshops about how to answer customer questions, and we work from a number of different scripts. In future issues of Canadian Technician, I’ll go over ways to develop your own fool-proof scripts for answering customer questions.Thanks for asking!

—Kelly

TECHS DON’T COST YOU MONEY, THEY MAKE YOU MONEY I was pretty steamed when I finished reading your article entitled “Decisions, Decisions, Decisions” (Management S.O.S. 6

CANADIAN TECHNICIAN MAY 2013

March 2013).You talk about equipment and employees like they’re inconsequential. Neither costs the shop money.They actually make money. If they don’t, you’re doing something wrong! Talking about employees like they’re a hassle dooms your shop to failure. No wonder techs feel under-valued and disrespected!

Richard Whitehorse, Yukon Territory

Editor’s Note You’re right that technicians are invaluable to a successful shop. I would never consider them a hassle. They are the heart of the business.

My intention was to advise shop owners to take extra care in hiring the right people for their shops.

—Kelly

MANDATORY INSPECTIONS BENEFITS ROAD SAFETY I couldn’t agree more with the business trainers who promote routine and scheduled inspections (“Inspecting Every Vehicle,” Oct. 2012). It really does benefit the customer. The trouble is we’re dealing with a client base that is all too aware of frequent television exposés of crooked repair shops. Our clients are suspicious to start with, so we have to walk on eggshells to convince them to follow the OE maintenance schedule. Those very few who agree to regular inspections get excellent vehicle care. For the rest, we get to fix only what is broken. Mandatory inspections for vehicles over 10 years old would be a good thing in every part of the country. It might cause some hard

feelings but the roads would be safer!

George Stringham Taber Diesel Service Taber, Alta.

WHY ARE ILLEGAL SHOPS ALLOWED TO OPERATE? Your article about problems in our industry (Shut Up and Do Something, March 2013) covered a lot of issues. The one that really gets me is the problem of backyarders and illegal operators.

I spend tens of thousands of dollars a year on commercial taxes, insurance, training, tools, and equipment upgrades.

Yet these guys are allowed to take work away from my shop and my employees without fear of any kind of penalty. Our trouble is we continue to turn a blind eye to this kind of thing.We need to get that changed!

I once asked a lawyer if a municipality could be sued for failing to enforce its own bylaws about operating a commercial business illegally. The answer was yes and no, and I expect it would be extremely costly to take them to court. Maybe as a group we need to throw a few bucks into the pot to hire a lawyer to find out!

Robert Summers Tiverton Truck & Auto Centre Tiverton, Ont.

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.

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OUT & ABOUT

The dealership threat The world of the new-car dealer is changing, analyst tells shop owners, and it’s going to affect your business.

By Sarah Voigt Service departments in dealerships account for 27% of the service and parts business in Canada. But Charles Seguin, a leading automotive analyst, knows that number is on the rise.

Speaking at the AIA’s Ontario Service Provider Forum last month, Seguin said there’s a tremendous shift in attitude underway – from dealer principals and the brands they represent.They’re trying to tighten their control over their operations, and part of that is maximizing profits in all departments, most notably in the highmargin service department.

“Up until about 10 or 15 years ago, they didn’t really care whether the customer came back after the warranty period or not,” Seguin said. “It didn’t matter to them because they were selling enough new cars, taking trades, and selling used cars. They were fine.

That world has changed.”

According to Seguin, many dealership service departments are no longer focusing solely on vehicles under four years of age. They’re actively trying to get the attention of the owners of vehicles as old as eight years.

“They’re extending their reach so they get a bigger piece of the pie,” he said, and they’ve developed strategies to achieve this goal.

sell brake services, front end repairs, and a host of other services. While many aftermarket service providers offer tire storage, most dealerships have large facilities, and they purchase or rent storage space as they need it – making their storage capacities almost unlimited.

one. With vehicles becoming increasingly complex, dealerships often manage to convince customers that its service department is the only place equipped to look after their vehicle.

As dealerships fight for service business, the competition becomes a

Oil changes

battle of customer experience, Seguin said. Dealerships have deep pockets and a growing arsenal of tactics to reverse its reputation for poor customer service.

“Brands are now focused on service retention and they’re monitoring, measuring, and incentivizing dealers to behave in a certain way,” he said. “They really want their dealers to seriously focus on servicing and customer retention.”

Seguin said aftermarket facilities traditionally have a stronger connection with consumers, but they should not ignore the increasingly aggressive tactics of dealerships to invade their turf.

“Competing with dealers will not be like taking candy from a baby any longer,” he said. “Fight to retain your customers. Don’t give them any reason to leave.”

By bundling oil changes into seasonal maintenance packages, dealerships have been taking back some of this business from independent garages.

Menu Pricing

Comfortable facilities

Dealerships are increasingly customerfriendly, with offers of free meals, unlimited high-speed Internet access, personal TVs, and other entertainment that many independent shops aren’t equipped to provide. Dealership waiting areas are spacious and comfortable – designed to keep customers coming back.

Tire Storage

Storing tires guarantees the dealership at least two visits per year. Once the wheels are off, there’s an easier opportunity to

To eliminate surprises and overcome a negative reputation for upselling, dealership customers now know well ahead of time what services they’ll need and how much it will cost.

Telematics

The warning lights on the dash of late model cars are working against independent shops. The newest cars are programmed to tell the driver to return to the dealership when service is due, and some cars will even activate the GPS system to guide them directly to the closest

MAY 2013 CANADIAN TECHNICIAN

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OUT & ABOUT

Precision Brand Precision Engineering Precision Performance

New website coming for OE service information Signatories to the Canadian Automotive Service Information (CASIS) agreement are working on a new website to serve as a one-stop repository for OEM service information.

The site, to be called OEM2Tech, was announced at a recent service provider forum in Toronto, by Jason Kerr, manager of policy and communications for the Automotive Industries Association (AIA) of Canada.

“Because we had the right audience, we wanted to announce that there’s change in the works,” he told Canadian Technician. “We have secured the website (address) and we are working with the National Automotive Trades Association (NATA) and all the different players to build something that will hopefully be ready in the fall.”

The intention is to develop a comprehensive site that is easy to navigate, offering information on OE tools, training, and service information, as well as a process to resolve service “roadblocks.”

He describes the ‘roadblock

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resolution’ as one of the most significant aspects of the website. “It’s what we fought for.”

The CASIS website, housed at NATAcanada.ca, is not being used as frequently as was anticipated when the CASIS agreement was signed in 2009.

“This information is something that is integral to the work that a lot of technicians do, but some of them may not even know it exists,” Kerr said. “We all agree, it just isn’t being marketed as well as it could be. We have to put everything in one spot and make it so it is a destination for techs.”

Before CASIS was signed, only about 50% of OEMs were providing some form of access to their proprietary tools and information – even though 65% of vehicle service and repair was being completed in the aftermarket.

CASIS resolves this with an agreement that involves all vehicle manufacturers. In the U.S., the National Automotive Service Task Force (NASTF) agreement still does not have

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Malek Daghighi, a technician at Tire Town Auto Service in Vancouver, discovered this interesting fix on a car brought in with a noisy engine. “I found this homemade belt tensioner… and I haven’t seen such a modification for a long time!”

Have an interesting picture to share? Email a high-resolution image to: allan@canadiantechnician.ca

Mazda names top tech in Canada Joe Di Sabatino, a 42-year veteran technician from Brantford, Ont., wins Master Tech competition.

Mazda’s top technician in Canada says one of the secrets of his success is the passion he has for the job.

“If you enjoy your work it doesn’t feel like work,” says Joe Di Sabatino of Lallo Mazda in Brantford Ont. “If you make it your passion, you will be successful.”

He proved the point last month by out-performing more than 1000 technicians at Mazda Canada’s Master Tech Competition.

Di Sabatino was one of 10 finalists who earned a spot in the competition by either winning one of seven regional competitions, or by getting one of the top three scores on a written exam.

A technician for over 42 years, Di Sabatino has been working for Mazda since 1980. When asked what advice he would give to aspiring techs, he said it’s important to know how to access information, and to keep up with technology.

Many of the competitors at Friday’s event had competed in previous Mazda Master Technician competitions, including second-place winner, Perry Phuong of Etobicoke, Ont. This was his fifth time competing at the national level.

Third place was held by first-time competitor Yannick Nadon of Gatineau, Que. Other finalists were Ivan Tan of Morrey Mazda in Vancouver, Brian Logan of Sundance Mazda in Edmonton, David Deweerd of Stratford City Mazda in Stratford, Ont., Dan Gillissie of Kieswetter Mazda in Kitchener, Ont.,Yannick Caisse of Albi Le Geant Mazda in Mascouche, Que., Daniel Lavoie of Formule Mazda in Rimouski, Que., and Adam Grant of MacIsaac Mazda in Charlottetown, P.E.I. MAY 2013 CANADIAN TECHNICIAN

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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.

WHAT KIND OF BOSS ARE YOU? If staff turnover is a problem, could it be related to the way you treat people?

DEAR KELLY: I’m a little shell-shocked. Yesterday Tim gave me his two-week notice. He also gave me a letter, which essentially says I failed to appreciate his dedication. It bothered me enough that I called a former employee to find out if he thought I have a tendency to take my employees for granted. “Well, since you’re asking,” he said, “yeah, I do.” He also said I have a short fuse, and I can be tough on my employees. Wow, painful stuff to hear. I shudder at how many people I’ve lost over the years for that same reason. Yet no one ever said anything about it! —Erol

DEAR EROL: After 26 years in this business, I can assure you that staff changes are as common as the seasons! We may buy new software every other year, new equipment every five years, and a new lift every other decade, but staff changes have them all beat. They’re more frequent and less predictable.

Even when things are going well and our leadership is strong, there are so many other variables.

I just lost one of my best managers, not because I did anything wrong. His mother who lives over 400 miles away became ill and he moved his family to be able to look after her. I understand completely, and his priorities are right.

But it sure threw my business for a loop!

I’ve lost a few employees due to many different factors. Injuries… drug problems… better wages… change of scenery… you name it!

Looking back, though, I do realize that the employee-turnover issues were reduced as I improved my leadership skills and implemented new management tactics. All of the learning in the world – from workshops, books, videos, and even from emails like this – is just information until we apply it.

I know a great service advisor who worked at a dealership for almost 25 years. He was very excited to hit his quarter-century milestone. He knew he’d be rewarded with an amazing vacation for him and his wife. But in his 24th year, the dealership got a new service manager who made life miserable for him. He went from really enjoying his work to loathing it within a few short weeks. He talked to the dealer principal – the owner of the business – who asked him to be patient. Things would smooth out, the owner said. The service advisor was sure he could tolerate it for just 10 more months to earn his trip. But things went from bad to worse and his wife finally asked if it was worth it to be miserable for 10 months just to have one week of enjoyment on a trip. The guy quit his job the very same day. He now manages a shop in my town.

I was quite stunned when he told me this story. And the kicker? That terrible new manager didn’t even last the year!

Our employees know a good boss when they see one. And bad ones too.

MAY 2013 CANADIAN TECHNICIAN

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shop owner who slipped and hurt himself while helping to push a no-start into a service bay. He got off the ground, swearing, and started kicking the car in anger. Can you imagine calling that customer to explain why she would find one of the door panels severely dented? His employees gave

constipated!” Or “You have a one-track mind… and one track is missing!”

Really motivational stuff. When he got angry he would throw things, stomp out, or slam the door. We would just laugh behind his back.

But it wasn’t long before I hightailed it out of there. I went to work as a computer operator at the board of education. The manager there was one of the best I’ve ever worked for. Terrific to work for. He had respect for us. He always said a sincere thank you when he handed out pay cheques. He would ask us for input on big decisions. He didn’t always take our advice, but we didn’t feel ignored. The bottom line is that he was a great leader.

Sometimes in staff meetings I ask my guys to tell their worst experience with a boss. Everyone’s got a story to tell!

And you can learn a lot from them.

One of my favorite stories was of a

him a joke gift one Christmas. A T-shirt that reads, “My anger management course really pisses me off!” Not really a joke at all, actually.

But I also ask for the best experience they’ve had with a boss. That’s when you hear about real leadership, generosity, kindness, and empathy.

I heard of one shop owner who closed his shop for a day and paid airline tickets and meals so all six of his staff could attend the funeral of the service advisor’s mother. Can you imagine how that service advisor felt when he saw all his teammates and his boss in the pew as he entered the chapel? It also spoke volumes to customers whose appointments had to be shifted, or who saw the sign on the door that day.

That example may be exceptional, but there are creative ways to treat our employees with respect and appreciation.

Look, I’ve always known you had a

Larry Dickison

We all can compare management styles and leadership ability.

Many years ago, I worked as a computer operator for an oil company.

Our manager was the most anti-social person I’ve ever worked for. He would yell at us, call us names, and use demeaning phrases, like “Your brain is

14

CANADIAN TECHNICIAN MAY 2013

short fuse.You’re a bit of a perfectionist, and it frustrates you when things don’t go exactly the way you want them to.

Want to know what your employees think of your personal and leadership skills? Ask them. But don’t just listen to their answers. Watch their faces and their body language.You’ll learn plenty!

That’s what I do when I take my guys out to lunch. About once a month I take an employee – just one – for a decent meal and I pick their brain about what they like and don’t like about the job. Over the years, I think I have a pretty good handle on my strengths and weaknesses as a boss. I’ve had guys give me example after example of good decisions I’ve made as well as bad ones.

Others noted the things I do that make them feel appreciated or not appreciated. One employee told me one time. “Boss, it would do you some good to be a better listener.” I’m really glad he said that. I’ve been working at becoming a better listener. I found a lot of practical advice on the Internet and I’ve been putting it into action.

Well, I’m about ready to shut this laptop. Dustin leaves early in the morning for Thailand with his youth group. We’ve been saving items like clothes and toiletries for him to give away while he’s there. As you know, he’s a service advisor at Canadian Tire. His boss gave him some soccer balls, footballs, and basketballs to hand out.

Dustin has huge respect for the management where he works. He’s told me several times how great the leadership is.

At least he’s got some “good manager” stories to tell if his next boss ever asks!

As always, 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 kelly@kellythecoach.com.

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LET’S GIVE THEM SOMETHING TO TALK ABOUT Turn your happy customers and loyal staffers into powerful marketing tools for your business.

By Sarah Voigt For people who care about their cars, choosing an automotive service facility is not a decision taken lightly.

But how best to let them know what you have to offer?

Billboards and bus advertising can’t convey very much beyond the basics of location and hours. And, while a newspaper ad or a radio spot can be a great way to advertise a promotion, if you’re trying to let people know that you’re honest, friendly, and trustworthy, they may not be the most effective.

When it comes to building repeat business, studies consistently show that one of the most powerful marketing tools any business has is the positive word-ofmouth, freely given by satisfied customers and loyal staff.

If you want to grow your database, you need an army of people who can personally attest to your commitment to service.

Here are a few ways to increase your word-ofmouth… and get people talking!

1

Give everyone on your team a business card.

While your employees probably already do a great job of promoting the positive things your business can offer to their friends and family, giving them a card will make them even more effective.

“Every employee, right to the car wash guy, should have his own business card,” says Dan Lazin, owner of Advanced Auto in Cambridge, Ont. He says the business cards don’t need to be “flashy,” just professional looking. “I encourage my staff to give them out to anyone who asks them about their work.”

For added incentive, consider offering a “first-time visit discount” on the back of each card. When new customers arrive with their card, you’ll know exactly who brought you some new business, and you can reward them if you so choose.

2

Offer a referral program.

Allan Beech of Beech Motorworks in Hamilton, Ont., gives each of his customers a discount card worth $40 that they can give to a friend.

“We write our customer’s name on it and we tell them that when they’re at a social gathering and the topic of automotive service comes up, to give it away,” he says. Not only does the friend get $40 off, but the customer who gave them the card also receives a reward. “For the first referral they get $50 off their next service, and any subsequent referrals they get $25 off.”

That might seem like a lot of money, but Beech believes it’s more effective than advertising.

“That customer knows my business and can talk to people about the value added services we have,” he explains.

3

Encourage customers to write a review.

Written reviews are a great way to establish credibility, especially online. Start with a Google Place page, or a Facebook page. When people are searching for a reliable, progressive shop, those are often the first places they’ll look.

Remember, the more content you have, the better. And good reviews are worth their weight in gold!

“Consumers search reviews because they’re looking for good value on every dollar they spend,” says Anne Stern, a digital marketing consultant with Metroland Media. “Good reviews compliment your business reputation and help attract new customers.”

If a customer is pleased with your work, ask them to help you out by writing a review. And when they do, make sure to post it in as many online places as possible.

In a world of high-tech communications and media saturation, word of mouth is still the most trusted form of advertising.

Capture the attention of prospective customers by giving people something to talk about!

MAY 2013 CANADIAN TECHNICIAN

19

The

Missing Market A thorough inspection of every car that comes into your bays is seen as the key to capturing billions of dollars worth of service work.

By Allan Janssen

H

ow would you like to be two-thirds busier than you are right now?

For every $1,000 in parts and labour you currently sell, you’d sell $1,666? Not bad, right?

And here’s the best part: You wouldn’t need any more customers to do it… you’d just have to capture all of the work that’s required on your customers’ vehicles. All the worn brakes and sagging suspensions, all the burnt out light bulbs, all the cracked belts and hoses and wiper blades, all the bald tires, all the loose and corroded wires…

An impossible goal? Probably. But analysts and associations on both sides of the border are looking very closely at unperformed maintenance, with an eye to figuring out how to capture more of it.

In Canada, auto repair facilities did about $18.4 billion worth of service work in 2011, according to DesRosiers Automotive Consultants. If we’d found 20

CANADIAN TECHNICIAN MAY 2013

everything that was out there to be done, however, that number would have been closer to $30.4 billion.

The gap between actual and potential is what industry watchers call “the missing market.” In Canada it is about $11.91 billion. In the United States, where a slightly different calculation method is used, it stands at $67 billion.Those numbers tend to fluctuate from year to year. But right now in both countries it has never been higher.

And when Canada’s numbers are updated later this year, they’re expected to be up even more.

“We expect to find that the amount of unperformed maintenance has continued to grow,” says Marc Brazeau, president of the Automotive Industries Association (AIA) of Canada, which commissions DesRosiers to research the topic and crunch the numbers. The results are published in the AIA’s biennial

Demand Study, the 2013 edition of which is due to be released in August.

“We don’t have specific numbers yet,” he says. “But there clearly is a great opportunity for the aftermarket, if it can be more proactive, and do a better job of communicating to consumers the benefits of having a vehicle that is properly maintained.”

Andrew King, managing partner and co-owner of DesRosiers Automotive Consultants, says the number is a significant benchmark for the entire industry.

“A good read of this study would be a huge benefit for everyone in the market, from the WDs right down to the repair shop,” he says. “And, frankly, I think it would be a huge benefit to government too.”

It’s derived from an online survey of 4,500 vehicle owners – carefully weighted to accurately represent all provinces, age groups, vehicle types, and vehicle ages.

The questions centre on vehicle maintenance, including what owners had done, where they went for service, and what their experiences were like.

“From that, we build an estimate of how much consumers spend on maintaining their vehicles,” says King.

DesRosiers then applies the spending habits of the best vehicle maintainers – those in the 75th to 95th percentile – to the rest of the fleet.

“We want to know what would the number be if everyone maintained their vehicles at that level,” he says.

due to uncertainty.”

There are many other factors that come into play, King says.

“Certainly household budgets is one of them,” he says.“But also the age of the fleet and the distribution of the fleet. For example, how many one-year-old vehicles are there, versus how many 15year-old vehicles. And the existence of mandated vehicle inspection programs.”

Brazeau says AIA has also found a correlation between better-built cars and lower maintenance spending.

“There’s a perception that vehicles

The service work we're not capturing is called 'the missing market.' Right now, in both Canada and the U.S., it has never been bigger.

“The reason we don’t look at the top five percentile, is because those vehicle owners tend to be very extreme – the real enthusiasts who put crazy amounts of money into their cars,” King says.

“We didn’t think that was representative. You’re never going to get everybody to do that!”

The missing market south of the border has been calculated by the Automotive Aftermarket Suppliers Association (AASA) since 1978, and the findings have been published in its annual Status Report since 1998.

“There is a huge portion of our market that is essentially untapped,” says the AASA’s vice president of industry analysis and member services Paul McCarthy. “One of the biggest opportunities we have is in convincing people to protect the incredibly expensive investments that vehicles are.

It is a matter of getting them to do the things that are necessary so their cars will last and be safer to operate.”

Since 1999, the association has found that the aftermarket does particularly well when the economy is either very good (when people have money in their pockets) or very bad (when people decide that they want to keep their vehicles, rather than replace them).

“That’s when consumers maintain their cars better,” says McCarthy. “It’s during the transitional periods, that people postpone work that they should be doing to their vehicles, and that’s

don’t need to be maintained as diligently as the vehicles of a decade ago did,” he says. “I think that’s where consumer awareness and education comes into play.”

He says selling the maintenance starts with not apologizing for it.

“When I talk about recommended maintenance and repair, that’s what the engineers who built the vehicle say should be done to maintain the vehicle’s safety and integrity and efficiency,” says Brazeau. “I think technicians may have some challenges selling that. You may even have some technicians who don’t want to sell that, but the reality is we’re not asking technicians to defend the maintenance schedule. It was created by the engineers who built the vehicle.”

He recommends shops develop an inspection report that gives consumers factual information.

“We know, based on studies we’ve seen, that consumers are more likely to take action when information is presented to them in a detailed, factual way,” he says. “A vehicle inspection report is probably the best thing that we as an industry could do better. We have to do it more regularly, and report back to the consumer in a positive way so the consumer has a starting point for considering maintenance.”

King agrees that it all starts with a thorough inspection of every vehicle.

“It is important to bring to the

attention of every customer that there are real safety benefits and economic benefits to keeping their vehicle wellmaintained,” he says.

The findings have certainly given associations ammunition to talk about mandatory inspection programs in government circles.

“One of the big differences we see between Europe and the U.S. is, on a per-vehicle basis, once you correct for differences in miles driven, how much more maintenance consumers in European countries do,” says McCarthy.

“In some cases they’re required by law to do have that maintenance done.”

He cites the example of Germany, where vehicles have to be well maintained or else they are not allowed on the road.

McCarthy believes regular inspections are particular important for two main reasons. We have an aging population, which is more likely to have vision issues and slower reaction rates.

And, the growth of driver intervention systems and increasingly complex technology demands vigilance.

“For safety’s sake, these vehicles need to be inspected properly to make sure they’re working,” he says. “You’re relying on the mechanics and the electronics on the car to be working as intended by the manufacturer.You can only do that if you have appropriate maintenance and inspections.”

The study of the missing market is a relatively new tool for the aftermarket, but it offers a wealth of valuable information.

“This absolutely applies and should be of interest to everybody in the industry, at every level across the aftermarket value chain,” says McCarthy. “It’s not just a revenue opportunity. It’s also a service to the community. We’re helping people maintain their vehicles in such a way that makes them last longer, makes them more pleasurable to drive, safer to drive.”

King concurs.

“This market is huge and there’s real opportunity for repair shops if they’re able to bring the importance of vehicle maintenance home to their customers.

It means educating them, but there’s real opportunity for them to pick up additional work.”

MAY 2013 CANADIAN TECHNICIAN

21

Igniting

change A steady progression in ignition technology has led us to the current coil-on-plug design.

By Jeff Taylor I’m about to date myself by using the words ‘points,’ ‘distributor,’ and ‘Oldsmobile engine.’ But there’s no getting around it if I’m going to tell about my first experience working on an ignition system.

It was a few years before I became a technician. I had a 1972 Oldsmobile Cutlass 442 and, unlike today’s cars, it had points to trigger the ignition coil.

The distributor was against the firewall and service was a bit of a chore.

I found that out the hard way because when I took the car to the drag strip, and pushed its engine into the higher RPM band, I found that the points just wouldn’t allow the coil to fully saturate 22

CANADIAN TECHNICIAN MAY 2013

Here’s a snapshot of a good current ramp at idle on a 2003 GMC pickup V8. It shows that this coil uses the “ramp and fire” method. This occurs when the peak amperage (close to 6 amps) is reached in the coil to fire the spark plug. This is the kind of “known good” ramp you can use to compare with what’s in your bay.

and deliver the best spark.

So I exchanged the distributor with an HEI (high-energy ignition) unit from a 1973 engine, and removed the resistor wire that supplied the ignition coil with battery power.

Boy, what a difference! It started faster and ran much better… especially at high RPMs. That was a long time ago, and that big V8’s single coil was responsible for all eight spark events. Using a transistor to trigger the ignition coil, this setup was pretty high-tech back then. But it is archaic by today’s standards.

We no longer have an ignition system that uses points. And although there are still some distributors in service, the age of the distributor is almost over.

The modern ignition system is designed to be robust. Long service intervals are now the norm. The ignition system has to work under extreme conditions and is expected to deliver maximum voltage every time, over a very long time.

Waste spark distributorless systems (DIS) were popular for a while after HEI but even these have been largely replaced by the current coil-on-plug (COP) design. (For the sake of this article, I’ll include the coil-nearplug design used on GM’s V8 engines as a COP design. It uses a small ignition wire, but each cylinder has its own coil.)

The reason for this progression in ignition technology is pretty common in the automotive world. Engineers were looking for better emission control and increased fuel mileage.

But how did the transformation take place? I contacted the people at Delphi and they walked me through the evolution of the modern ignition system. They also gave me some idea of where it’s heading in the future.

The purpose of the ignition system is to provide enough voltage to the spark plug to ignite the air fuel mixture at the correct time.The modern engine

needs lots of voltage to fire the plugs, so voltage drops can be a major problem. Unfortunately, the air gap between rotor and cap, and the use of RFI ignition wires, all cause significant voltage drops on the secondary – or high-voltage – side of the ignition system.

The first DIS eliminated a lot of that voltage loss, and it increased the amount of voltage available at the plug, as well as coil saturation time. It also enhanced the duration of the spark event. Most DIS systems use wires to deliver the electrical energy to the plugs, but the use of multiple coils to share the load gives it a huge advantage over a single coil firing all the cylinders.

Remember, when the coil is being saturated, current is flowing into it on the primary side, generating heat. And too much heat is bad.

The fact that the coil has more ‘off ’ time and is able to rest longer between spark events (allowing it to dissipate heat) means the primary resistance of the coil pack can be lowered and the coils are able to provide more energy without fear of overheating or damaging a coil driver circuit.

The COP system takes these benefits even farther. With only one coil per cylinder, it only has to fire one time in 720 degrees of crankshaft rotation, giving it plenty of relaxation time. And that means that each coil can deliver maximum secondary voltage under higher RPMs and load.

The COP system also provides the fastest current step up voltage of any inductive ignition system so far… and this leads to better fouled plug firing.

In short, the COP performance is far better than even the best DIS system could provide.

The use of GDi (gasoline direct injection), turbo/supercharging, and VVT (variable valve timing) make the ignition system prone to a phenomenon known as ‘spark blowout.’Yes, that is just what it sounds like.The spark literally gets blown out before it sets the mixture on fire. The result is a misfire. But what causes this? The use of high in-cylinder pressures (turbos and superchargers), and violent air charge motion (think of GM’s Vortec, but they all have some sort of tumble or swirl) produce more power with less fuel and create fewer emissions. But these advantages make them very susceptible to spark blowout.

The use of COP and its higher secondary voltage tackles the situation.

With engine packages getting smaller MAY 2013 CANADIAN TECHNICIAN

23

and tighter, the use of COP as an ignition system has become the norm. The simple packing of the COP system, in fact, leads to a more condensed engine package that usually doesn’t have any ignition wires to get rubbed through, oil soaked, or damaged. The COP system is prone to carbon tracking on the insulator boot and if the plug holes are full of oil, that problem has to be fixed before you just drop in another COP assembly.

I’m sure most of us have had to deal with the fact that these systems do fail and cause misfires… but how do we diagnose them?

The worst situation is the random misfire under light load that sets a P0300, which is no help in identifying what cylinder is actually misfiring.

There are a couple of things that we can do. The fastest and easiest is to look at Mode 6 information. This should point you to the bad cylinder. Once you’ve narrowed down the culprit cylinder, you need to establish that it involves a problem with the COP. The best – and most accurate – way to do that is with a scope. Be forewarned, however, they’re a pain to install. And if you’re like me, you won’t have the right adapter when you need it!

There are a number of handheld tools that when touched to the COP assembly will display on a secondary pattern on just about any scope – even an old Snap-on Vantage.The tool I prefer is the lowcurrent probe. I do a current ramp on the power wire of each coil, graph it, and compare the current ramps for draw and peak current readings. The misfiring COP will often show up as drawing far less 24

CANADIAN TECHNICIAN MAY 2013

current. There are specs that can be found in online databases and on various web sites… but comparison is usually all you need. And if you test a few that aren’t acting up, you’ll have a baseline for what a good ramp should look like.

COP is the ignition system of choice now for engine and auto manufactures. But what’s coming down the pike? Whatever it is, you can bet increases in fuel economy and emission controls will continue to be the driving force.

We may see actual production engines without camshafts (electrohydraulic or fully electronic valve actuation), or the use of engines without throttle bodies (VVT and lift and duration). Engineers are also developing ultra-longlife spark plugs that may include a pressure transCutaway of a modern ignition coil. Photo courtesy of Delphi Automotive.

ducer for the PCM to use to decide better ignition timing.

Ford has already been using multi-spark ignition systems but it could become more commonplace to control combustion during cold start, idle, high EGR flow, or during long periods of deceleration. All of these conditions are prone to what engineers call a ‘slow burn.’

Dual plugs may become more popular as they provide better combustion and prevent knock in the engines that use a cooled EGR system, GDi,VVT, high compression ratio, and a high intercooled boost.

And don’t forget that things are going to get smaller. Engine designers want the biggest valves possible, and the size of the spark plug is likely going to have to get even smaller. The current limiting factor in the quest for smaller spark plugs is the ceramic dielectric strength. But give engineers enough time and I’m sure that they’ll come up with a ceramic formulation that will allow them to shrink plugs dramatically in the future.

Whatever you’re dealing with, however, always make sure you’re buying quality parts. There are some unscrupulous operators out there putting out sketchy products in white boxes that fail the fit, form, and function test. These manufacturers – many of them offshore with no roots in the automotive industry – do not invest in proper engineering. And while their products may look like premium parts or be packaged in similar boxes, they can cause all kinds of issues.

By contrast, premium manufacturers invest heavily in engineering and testing, and their aftermarket products often incorporate design improvements that solve common OE problems.

The right part is worth the price.

There’s nothing worse than a customer returning with a flashing SES light because the part you just installed has failed! You can bet it won’t be a simple fix… and now you’re doing it for free.

Always be sure of your parts.

Upset customers can ruin your day… and your profit margins!

Jeff Taylor is lead technician at Eccles Auto Service in Dundas, Ont.

PRODUCT CENTRAL

Pick-up tool Impeltronics has released a new LED Telescoping Magnetic Flashlight that offers the ability for users to find and retrieve objects in hard-to-reach areas using magnets. The flashlight utilizes three bright LEDs. The telescoping na-

ture of the tool allows it to extend from a compact 6.75” to over 21” long. It has a flexible head for 360-degree directional rotation. It requires four LR44 batteries and clips easily onto a pocket or belt. tinyurl.com/ct-prod-461

Jack oil

Credit card processing

Rislone says its new Jack Oil with Stop Leak can give new life to leaking floor jacks, bottle jacks and engine hoists. It can be mixed with all approved hydraulic jack oils. The bottle comes with a re-sealable cap, so customers can easily top off the fluid levels of multiple jacks.

When used in place of standard hydraulic oil, Rislone Jack Oil With Stop Leak (P/N 32012) conditions seals to prevent future leaks. tinyurl.com/ct-prod-460

Mitchell 1 has announced that it has integrated the XCharge payment processing system into its Manager SE shop management software. This enhancement fully integrates credit card processing into the shop workflow, making it quick and easy for automotive repair shops to process credit card payments from inside their shop management system.The integration is included with all versions of Manager SE and Manager Enterprise. Mitchell 1 says XCharge is easy-to-use, increases accuracy and saves shops time. tinyurl.com/ct-prod-457

26

CANADIAN TECHNICIAN MAY 2013

Federal-Mogul has introduced an extensive new line of Moog Problem Solver sway bar link kits featuring an exclusive design that eliminates common installation issues associated with traditional, non-socket style kits. They feature specially molded bushings that center and hold the washers in place during installation. And technician-friendly barrel lock nut can easily be threaded onto the bolt in all installations, including cases when the bolt-end is flush with the washer. tinyurl.com/ct-prod-456

Camshaft position sensor

Control modules Cardone has released new electronic automatic transmission control modules for 2001-04 Dodge / Chrysler vehicles.

Problems with electronic automatic transmission control (EATX) modules often reveal themselves in poor shift quality, hesitation, decreased fuel mileage, or the vehicle switching into limp mode. Cardone says its 11 exclusive part numbers of A1 Cardone Reman EATX Modules offer OE performance without the high price. tinyurl.com/ct-prod-459

Sway bar link Kits

Synthetic trannie oil Amsoil has re-positioned two of its synthetic automatic transmission fluids to be included in the company’s Signature Series. The company says the new designation reflects the quality of Amsoil Multi-Vehicle Synthetic Automatic Transmission Fluid and Amsoil Fuel-Efficient Synthetic Automatic Transmission Fluid.Amsoil Signature Series ATF is recommended for twice the vehicle manufacturers’ severe-service drain interval. tinyurl.com/ct-prod-458

Delphi has released a new camshaft position sensor (PN#: SS10907) covering more than two million Honda vehicles from 1997 to 2004. Delphi says its camshaft sensors, which measure the speed and position of the camshaft, maintain optimal performance during drastic temperature changes because of their single element design, which provide long-lasting sensor protection. tinyurl.com/ct-prod-452

Parts for foreign nameplates Beck/Arnley has added 329 new foreign nameplate part numbers. Among them are brake and chassis parts, cooling system parts, electrical parts, engine management components, and engine parts and filtration parts. The new part numbers and their applications can be downloaded in either PDF or Excel format at Beck/Arnley’s web site. tinyurl.com/ct-prod-455

Estimating tool

Two-post lift

Mobile column lift

Identifix has added the Direct Quote estimating feature to its online tool, Direct-Hit, at no additional cost to subscribers. Direct Quote provides quick and easy access to the most current and reliable estimating information. The company has said it has made sure that Direct Quote delivers functionality unique to Direct-Hit, enabling shop owners and counter staff to easily build customized estimates in a readerfriendly format that their customers could understand. tinyurl.com/ct-prod-451

Direct Lift has introduced a two-post automotive lift designed to give hobbyists and small shop owners more options.

The new 9,000-pound capacity DL9 two-post lift features asymmetric arms mounted on symmetric columns. According to Direct Lift, the improved arms and carriages give users better pickup-point access and allow them to lift either asymmetrically or symmetrically. The lift’s latch covers are made of impact-resistant polymer to minimize denting and scratching.

All hoses are routed internally for improved aesthetics, and the padded switch that cuts power when a vehicle reaches maximum height has been redesigned. tinyurl.com/ct-prod-439

Forward Lift is expanding its heavyduty product offering to include its first battery-operated mobile column lifts. The new FCH family of mobile column lifts offers 18,000 pounds of capacity per column in an affordable, portable package perfect for independent repair facilities.

De signed with small- to medium-sized shops in mind, they’re designed to allow auto-focused shops entry into the heavyduty market with little investment. Forward Lift FCH mobile columns can be ordered in sets of four (72,000 lbs. capacity), six (108,000 lbs. capacity) and eight (144,000 lbs. capacity) columns. tinyurl.com/ct-prod-450

TPMS catalogue Continental Commercial Vehicles & Aftermarket has just released its new VDO 2013 TPMS Replacement Parts Program catalogue. The new catalogue has been expanded to include the latest application validations for the VDO REDISensor Multi-Application TPMS Sensor line, which now provides coverage for over 85% of all vehicles in North America with just three sensor SKUs. The overall VDO TPMS Replacement Parts Program has also been expanded with additional coverage of OE sensors and service kits for a wider range of domestic, European and Asian vehicles. tinyurl.com/ct-prod-449

Roll cab and Work Centre Snap-on has added a 55-inch Snap-on WorkCentre (KRA2454) to the top of its Classic Roll Cab (KRA2422). Designed to provide more workspace and increase efficiency and productivity in the bay, it comes with three different work surfaces: stainless steel, steel with black bed liner coating or hardwood maple. Internal corner gussets made of 14-guage steel help keep the unit square for life and the unit also has anti-vibration monoprene wheels. tinyurl.com/ct-prod-444 MAY 2013 CANADIAN TECHNICIAN

27

PRODUCT CENTRAL Sport suspension system Tenneco has expanded its Rancho performance suspension systems with its first “California-style” sport suspension kit for 2005-2013 Toyota Tacoma trucks.

According to the company, the new system exceeds the off-road ability of the stock suspension. The brand’s new 2.5in. suspension system (Part no.

RS66901R9) covers 2005-2013 Toyota Tacoma 2WD/4WD/PreRunner models. Rancho control arms complement the Rancho RS9000XL and RS7000MT series of shocks and are

compatible with factory replacement Moog ball joints (Part no. K80811). tinyurl.com/ct-prod-375

Welding creeper

Equipment catalogue The new Lincoln Electric Equipment Catalogue can be downloaded and viewed on Apple iOS devices, and Android smartphones. The new 2013 Electric Equipment Catalogue features a bound-in, removable copy of the company’s expanding Welding Gear catalogue, including Red Line apparel, Viking auto-darkening helmets and Radius tools. New product sections include: training product solutions guide, orbital welding systems, automated solutions, and an expanded accessories section. tinyurl.com/ct-prod-379

Ethanol fuel system additive BG Products has introduced BG Ethanol Fuel System Defender Service.

Added at each oil change, it is designed to keep engines and fuel systems clean, as well as restore power and fuel efficiency lost due to ethanol-containing gasoline. According to BG, the new additive counters the potential harmful effects of water, acid, and deposits caused by the use of E10 or E15 gas. tinyurl.com/ct-prod-435 28

CANADIAN TECHNICIAN MAY 2013

Designed for safety as well as comfort, the new Snap-on Welding Creeper (JCW60WLD) is described as the perfect solution for customers that do metal fabrication jobs and need to gain access under vehicles. It will withstand slag and spatter burns, and is extremely comfortable and durable. The Snap-on Welding Creeper is 40 inches long, 17 inches wide and four inches high. tinyurl.com/ct-prod-428

Diagnostic scan tool Delphi has unveiled three new diagnostic scan tools and flash programmers, including 36 accessories, covering North American and Asian applications. Operating on a PC platform, technicians can connect the tool to the OBDII connector under the instrument panel to determine trouble codes and are guided to the suspect area. The tool is designed for expanded capabilities and can be updated through Internet downloads. Delphi says technicians can stay ahead of diagnostic systems from the latest generation of vehicles on the market through yearly updates. tinyurl.com/ct-prod-421

continued from page 30

He frowned. “Yeah, but as soon as we let ’er cool down, she’ll flood for sure.”

“Well, I can’t do much here. Better bring it down to the shop for more testing.”

“Guess I’ll have to.” George sighed. “Say, before you leave, could you look at my lawnmower? It won’t start either, and the wife’s after me ’bout the lawn.”

I shrugged. “It’s your nickel.”

Every spring was dead lawnmower season, and the worst culprit was old gas left in from the previous year. I gave the mower tank the sniff test. “Whew, pretty sour stuff, George, and dark too.You’ve got stale gas.”

“No way! I filled that tank the same time I fueled up my car!”

I raised an eyebrow. “Really? Where did you buy your gas?”

He frowned. “I didn’t buy it; it’s from my storage tank.” He pointed to a 45-gallon drum mounted on a rusty angle iron frame beside the barn. An ancient rubber hose and nozzle dangled off one end.

I was beginning to connect the dots. “Where did that gas come from, George, and when?”

He thought hard. “Lemme see. It was quarter full last fall, and then I topped ’er up with the fuel I took outta my Mustang in October.” He winked at me. “I figured that hioctane stuff would freshen up the batch real good.”

I waited for more info, but there wasn’t any. “That’s it?

You’ve added nothing to that tank since October last year?”

He shrugged. “Nope.”

I was aghast. “George, the more volatile components of gasoline evaporate over time which degrades the fuel’s ability to combust.”

“Meaning…”

“Meaning you filled your precious Mustang with old gas!”

George’s ears reddened. “Well, it was new to the car,” he mumbled.

I scribbled out a quick invoice for my service call and handed it to him. “Look, go fill your car with the best fuel you can find and everything should be fine. And next fall, instead of draining your tank, just top it up with new fuel and then add some stabilizer to it.”

The old farmer gasped at my bill. “That’s a hefty fee just to tell me I need gas. Can I pay you with a box of apples?”

“Are they fresh?”

He laughed. “Of course not. They’re last year’s crop; I keep ’em in cold storage.”

I grimaced. “Then I’ll see you in September.” I began to pack up my tools. “And I’ll want two boxes, right off the tree.”

George rubbed his chin. “Gee, first it’s my gas, now it’s my apples.You sure like things fresh.”

I headed for the truck.“Trust me, George, it’s better that way.”

Rick Cogbill is a freelance writer and former shop owner in Summerland, B.C. You can read more Car Side adventures in his book “A Fine Day for a Drive” available at www.thecarside.com.

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29

The Car Side

By Rick Cogbill

Old Gas Geezer George’s Mustang isn’t firing on all cylinders. Come to think of it, neither is George!

I laid aside my flexible ratchet and wiped my hands on a shop rag. “Try it again, George. And this time don’t let it stall!” Old George Henschel gave me the thumbs-up through the windshield as he sat wedged behind the steering wheel.

The 2000 Ford Mustang kept flooding out, and the only way to get it started again was to clean the plugs. I’d done that three times now. This quickie service call was turning into a nightmare.

George grew prize-winning fruit in his apple orchard, but the real love of his life was the bright red Mustang before us.

The low-mileage vehicle spent every winter in an orchard shed, while the farm tractor sat outside braving the elements. I like a farmer who’s got his priorities straight.

The 3.8L V6 spun over quickly, aided by the battery charger I’d rigged up with an extension cord from the farmhouse. The engine sputtered weakly, but by pumping the gas pedal furiously George managed to keep it running until it warmed up and would idle on its own.

He extracted his chunky frame from the car. “What d’ya think, Slim?”

“Well, I thought we might be dealing with a sticky injector, but I don’t think that’s it. Every plug is fouled when I take 30

CANADIAN TECHNICIAN MAY 2013

them out, not just one.” I pulled the vacuum line off the fuel pressure regulator, just in case the diaphragm had ruptured.

But there was no sign of raw gas, so that wasn’t the problem.

I looked at my scan tool. “There’s gotta be a sensor slightly out of range. Maybe the mass air flow, or the TPS. See, your long-term fuel trims are on the high side, yet everything else looks good.”

He squinted at the screen. “What’s massive teepee trim?”

George’s field of expertise was limited to rusty old farm equipment.

“Uh, never mind. The point is I’m not really sure why your car keeps flooding. How long has it been acting up?”

He shrugged. “Ever since I fired ’er up two weeks ago. And I know I put ’er away properly in the fall. Hey, I even drained the tank like it says in Car&Driver.”

“Wow.That’s a lot of work.”

He nodded. “She’s my baby.” His eyes lit up. “Wanna try her out?”

After a quick tour of the nearby orchards, we pulled back into his farmyard and parked beside the house. “It’s running pretty good,” I said. continued on page 29

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Uses Uses proprietary propprie ieta ground electrode weld wwe process to ensure ensure longer life. ens

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Champion and Champion Bowtie Logo are trademarks of Federal-Mogul Corporation or one of its subsidiaries. © 2013 Federal-Mogul Corporation, Southfield, MI 48033