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CASH GRAB
What to do when everyone’s got their hand out! Allan Beech shares some Collective Wisdom... page 13
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CANADIAN TECHNICIAN NOVEMBER 2013
contents
Canadian Technician – November 2013 – Vol. 18 No. 9
FEATURES Leap of faith ......................................................................16 Beverley Kaltenbruner chronicles the “impulsive and wonderful decision” to build a new home for her family’s business in Lethbridge, Alta. The true cost of an oil change .........................................20 Our industry has gotten so used to offering oil changes as a loss leader, we may have lost track of what it really takes to offer the service to customers. A GDI Primer .....................................................................22 Gasoline direct injection is becoming more and more commonplace in our industry. We look at how it works… and where it’s headed.
COLUMNISTS Collective Wisdom by Alan Beech ...................................... 13 The Car Side by Rick Cogbill ................................................ 30
16 DEPARTMENTS
30
Service Notes .................................................. 5 Letters .............................................................. 6 Out & About ..................................................... 9 EyeSpy ...........................................................12 Products.........................................................25 Ad Index .........................................................29
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SERVICE NOTES
Digital dilemmas The social media landscape is scattered with abandoned efforts. Is your website among them? By Allan Janssen If your experience is anything like mine, you’re constantly hearing about new social networking sites. They sprout up with astounding speed and if they don’t meet a real need, they disappear just as quickly. Trying to keep up with the latest cyber trends is a full-time job these days. And as someone who is in the communications business, I feel it’s part of my job to know what’s out there and how these sites are distinct from one another. In a winner-take-all environment, even the tiniest feature could spell the difference between success and failure. That’s because as consumers in the digital age, we have become a very demanding bunch. And we’ll probably get pickier still. We want the sites we visit to load quickly, navigate easily, and update frequently. And, above all, they must be useful. If your business has a web presence, it is undoubtedly being assessed by very critical users – whether you know it or not. This need not scare you. It just means that you have to put some effort into how you’re being perceived by virtual tire-kickers out there. Just this week I heard from a friend who had dropped nearly $2,000 on repairs to his vehicle – at a shop that isn’t the one he normally goes to. Ouch, right? Somebody lost out on a big sale from a regular client. What could have gone wrong? He didn’t have a falling out with them, per se. In fact, he fully intended to take his car to his regular place. But because he leads a very busy life, he thought he’d take advantage of the shop’s “contact me” feature, and ask a few questions first. He had some concerns and wanted a little direction before bringing the car in.
He never heard back from them. Weeks passed, and eventually he found another more responsive site. The first shop’s oversight led to a missed opportunity worth almost $2,000… and they probably still don’t even know that it happened. The Internet is like any new tool. You have to know how to use it or you run the risk of hurting your reputation and wasting your money. I’m guilty of it myself. I started a blog a while ago where I posted a few self-important thoughts about life and culture. It featured a couple of essays I was proud of, and a few pithy observations… but I quickly ran out of things to say and it faded into silence after a while. Like so many people, I exerted moderate effort for a fortnight, and then lost interest. It has been neglected ever since. Recently I checked in on my forgotten blog and found some comments there. They’d been sitting there unread, unappreciated, and unaddressed. Kind of like my friend’s questions to his service provider. No one’s saying you have to have a website with all the latest widgets and apps. But if you have a web presence, by all means stay on top of it. Make sure all the links work. Delete the stuff that is no longer relevant. And update it once in a while with fresh information. But, above all, make sure you have someone who is monitoring your site daily. Make sure you have someone on staff whose job it is to read the comments and reply to the questions. If you don’t, you may already have lost business. I’d like to hear what you think. You can reach me at allan@newcom.ca
VOLUME 18
NUMBER 9
451 Attwell Drive, Toronto, Ont. M9W 5C4
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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Kenneth R. Wilson Award Winner Member
Canadian Business Press
Cash Grab By Wayne Moore (905) 632-8770 NOVEMBER 2013 CANADIAN TECHNICIAN
5
LETTERS
I was reading all the comments about the “Story of Neglect� pictures (Letters, October 2013), and nowhere did I see any mention of poor vehicle design and manufacturing, which, in my opinion, is the principal cause of unsafe vehicles as they age. It should not be possible for a gas-tank mounting bracket to rot and fall off from any vehicle. The other thing I often see are vehicles being lifted up under the rocker panels to perform service work, an action that will eventually damage them. It would seem that the sole intention of the service worker is to perform the task in the shortest possible time. I frequently watch mechanics running around vehicle wheels with torque wrenches, going ‘clickety click,’ obviously clueless as to how they really work. God help us if they ever brought out yearly inspections! Our beloved vehicles would be trashed in short order!
Larry Dickison
POOR VEHICLE DESIGN LEADS TO SAFETY ISSUES
MANDATORY INSPECTIONS ARE LIFE SAVERS
DANGEROUS CARS NEED TO BE PARKED Unfortunately, Ontario technicians cannot take the plates off a car. At my shop, we have a 1997 Ford Escort wagon that keeps coming in for repairs. We ďŹ nally told the customer that we won’t work on it anymore because it’s no longer safe to be on the road. The customer started telling us that we were wrong and his car was ďŹ ne to be on the road.
Malcolm McCulloch Macpat Rotac Service Centre Arthur, Ont.
I have driven long-haul transport trucks for 41 years, and I have seen hundreds of accidents and deaths due to faulty car maintenance and worn-out suspension. It seems people think their car cannot wear out. All cars should be inspected every year for the safety of the people who travel in that car, as well as the people traveling in cars coming toward them on the highway. Even a mandatory inspection every two years would be great. If it saves even one life it would be worth it.
You can see more pictures at tinyurl.com/ eyespy-224
Ralph Smith Ontario
Christopher Landers Ontario
HOW LOW CAN YOU GO? Tim Scratch, general manager at K-W Spring and Suspension came across an odd – and dangerous – suspension modiďŹ cation using blocks of wood in the chassis of a 1965 Mustang. Surprisingly, the vehicle had recently passed a safety inspection. It inspired a number of sarcastic comments on our web site! s $OESN T LOOK LIKE THE JOB WASN T done to long ago. – Robert Kindred s !S GOOD AS THE RUBBER STUFF USED BY the factories for years. – Peng s ,OOKS LIKE THEY MAY HAVE STOLEN A ROAD sign to fabricate the blocks. Nice wood6
CANADIAN TECHNICIAN NOVEMBER 2013
EYESPY PICTURES EDUCATE MOTORISTS Your EyeSpy poster is the best! This is the kind of thing that helps educate consumers. It’s fantastic! work, but it’s not iron. – Anonymous s 4HAT LOOKS LIKE A PRETTY GOOD INSTALL Marine grade 3/4� plywood. Would probably last longer than some of the metal versions issued by Ford. – JM You can see more pictures of this “Suspension Surprise� at tinyurl. com/eyespy-300
Walt Swanson Lee’s Transmission & Auto Repair Vancouver, B.C.
To receive an EyeSpy poster for your shop, send a cheque or money order for $10 payable to Newcom Business Media to Canadian Technician – Eye Spy Poster 451 Attwell Drive, Toronto, Ont. M9W 5C4.
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OUT & ABOUT
WORLD-CLASS TRAINING LinderTech North draws technicians from all over for two-day high-intensity training. like the old saying, they want to get the biggest bang for their buck. They want the right content in a class to help them diagnose vehicles or systems.
John Thornton addresses technicians at the Hilton Garden Inn, just west of Toronto.
About a hundred automotive technicians attended the annual LinderTech North Technical Training Conference in Toronto last month. The two-day event, organized by John and Leah Cochrane of Cochrane Automotive in the city’s west end, focused on topics that included GM GDS2 Scan Tool, Hyundai GDS Scan Tool, Operation and Diagnostics of Toyota’s Smart Key System, and Scan Data Analysis for Driveability Diagnostics. Featured presenters were John Thornton and Scott Shotton, both of Illinois. Shotten heads up “The Driveability Guys,” which specializes in automotive technical training, mobile diagnostics/ re-programming and other technical resources. Shotton has over 20 years of technical experience in automotive repair shops, and he currently teaches automotive technology at Kishwaukee College and performs mobile diagnostics and reprogramming for independent repair shops. He maintains 21 ASE certifications including: Master Automotive Technician, Master Truck Technician, A9, L1, and Alternate Fuels. For his part, Thornton is a working technician and co-owner of Pro-Tech Auto Repair in Chicago. He specializes
in driveability diagnostics and is an ASE-certified Master Technician with L-1 certification. Canadian Technician cornered Thornton during a break to discuss the latest training trends.
And typically those are scan tool related. These can be scan tool-related, but more they’re likely to be on very specific topics. Instead of having a class on how to diagnose a misfire, maybe it would be how to diagnose a misfire on a late-model GM or a late-model Honda. There could be a pattern failure, or there could be a method that the manufacturer has endorsed, whether it is using a scan tool or a scope. So sometimes it is equipment-related and sometimes it is a manufacturer’s system.
CANADIAN TECHNICIAN: Have you noticed a shift in attitudes toward training in the past five years or so? JOHN THORNTON: I think technicians today are more concerned about the quality of training. I think that once upon a time, if a training event were held, guys would just come to get training. But technicians are very conservative today when it comes to spending money. They’re almost like a consumer. They’re much better informed about what they want, they are very discerning, and they’re looking for specific topics. If one provides the right topics, they’ll attend.
What about the caliber of students you’ve seen in the classroom over the years. Are they asking better, smarter questions? Are there fewer blank stares? Technicians that come out to training regularly, as a whole, are extremely well informed and very, very smart. And the questions that are asked of the instructor today tend to be more challenging than what was asked 15 or 20 years ago. The questions back then were very broad. Today they are very specific, very narrow, and many times the technician asking the question will have an example. He’s asking the question because he had that car in the shop and that’s the issue he remembers and that’s what he’s going to ask about. And that’s why he goes to training in the first place. So, yes, the technicians that attend training today tend to be operating at a very high level.
Before they’d come out and maybe grumble if the training wasn’t top notch, but now they won’t come out unless they know they’re going to get something of value. Well, first of all, there’s the time commitment. It means being away from the shop, being away from their family. There’s the amount of money they have to spend to attend the event. So,
What do you see as the start of the hightech diagnostic era when this kind of high-level training became necessary? That’s a tough question to answer. I would suspect that for technicians working in the 1970s, as they started to see the very slow change to electronics – from breaker points to electronic ignition, and the introduction of NOVEMBER 2013 CANADIAN TECHNICIAN
9
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OUT & ABOUT
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the catalytic converter – that was very challenging at the time. And then in the 1980s as we saw computers – GM, Ford, and then Chrysler bringing computers into the vehicle – that was certainly very challenging. In every era there has always been a technology that was a challenge, and was intimidating at the time. We look back, those of us who have been around for 10 or 20 years, we were very intimidated when we saw these systems. We mastered them eventually, but now we have new systems to learn. With every new model year now, we’ll have new systems to learn. Dealership technicians are the ones who are challenged the most because they are literally seeing the latest technology. What do you think is most intimidating these days? Well, one of the topics we’re covering is Toyota Smart Key. This is a system that is of great convenience for the customer. They’re able to get into their vehicle without fiddling around with keys, as long as they have this Smart Key in their possession. However, when these systems fail, they can be very challenging to diagnose. These have a very steep learning curve. They are systems that are based on many separate components and many smaller systems. Are we seeing failure rates in these systems that these guys would have to worry about that already?
Oh yes, we’re seeing failures. Generally dealership technicians tend to see the problems almost immediately. But sometimes problems only occur over time – especially wear-and-tear issues. And then the independent sector may see those failures and the dealership techs won’t see them –unless the customer takes his car to the dealership well out of warranty. Are you seeing more training conferences being organized to address the growing need for technician training? And are techs more interested in learning? There are a number of events from the west coast to the east coast which offer really good training these days. And, yes, technicians are excited about these. But many organizations are offering webinars for technicians who are unable to travel to these bigger events. They can get pretty good training right through their computer, no matter where they are. The classroom-style training, where you have the instructor in front of a group of technicians is still very popular. But webinars provide a real benefit, especially if they are fairly short and are offered on a variety of topics. A technician can go to them, like he would to a library to pull a book out, and pull that procedure out. Watch the whole thing and then go right back to the car. This is really powerful stuff and it raises the level of technician expertise in a very cost-effective way.
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OUT & ABOUT
Advance buys GPI for $2.04 billion Advance Auto Parts, Inc. has entered into an agreement to acquire General Parts International, Inc. of Raleigh, N.C. for $2.04 billion. GPI operates parts stores under the Carquest and Worldpac brand names. The all-cash transaction is expected to create the largest North American retailer of auto aftermarket parts, with annual sales of over $9.2 billion and more than 70,000 employees. GPI president O. Temple Sloan, III will continue as president of GPI, and is expected to join the Advance Auto Parts board of directors. The combined company will be headquartered in Roanoke, Virginia and will continue to maintain a presence in Raleigh, N.C. Advance CEO Darren Jackson noted in a telephone press conference that “key senior leadership will continue to play key leading roles” in the combined company, including David L. McCartney, president of Carquest US; Robert B. Cushing, president of Worldpac; and Steven P. Gushie,
EYE SPY
president of Carquest Canada. Jackson said the company plans to continue to supply parts to the 1,418 independently owned Carquest Auto Parts store locations in the U.S. About 600 of the independent stores are located in communities west of the Mississippi River, a region of the country that Advance Auto has not yet fully penetrated. The 1,246 company-owned stores that General Parts has operated under the Carquest brand will be “individually assessed,” Jackson says, where it makes sense to convert to an Advance Auto store or consolidate with a nearby Advance Auto store. Advance anticipates cost savings of $160 million annual within three years. The transaction is subject to regulatory approvals and customary closing conditions and is expected to close by late 2013 or early 2014. Advance Auto will have to pay a termination fee of $185 million, under certain circumstances, if the deal falls through.
Ready for a new filter
The owner of this 2006 Dodge Caravan admitted that his oil change was “just a little past due.” Uh… ya think? Marg Pilon of Almar Automotive in Barrie, Ont., who sent in this photo, writes “Despite all our efforts when it comes to follow-up and recall reminders, we suspect this is the same oil filter we put on it back in 2009 – 109,000 kilometers ago!” She also says it’s the first time she’s seen an oil filter that bad. “The oil didn’t drain out of the pan… it glooped out like pudding!” Have an interesting picture to share? Email a high-resolution image to: allan@canadiantechnician.ca
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CANADIAN TECHNICIAN NOVEMBER 2013
COLLECTIVE WISDOM A management feature that explores the lessons learned in peer groups.
So… where’s the money? No matter how much money comes in, it seems like there are always hands ready to reach into the till to take it out again! By Alan Beech
HI DENIS I understand what you’re saying and I understand the frustration. Don’t worry. You’re not alone. I hear from plenty of shop owners that they feel besieged by people with their hands out. It seems that as fast as money comes in, it goes out again. tion a c lo There are some out there who would wonder what you’re t N a HEY ALaAture business in a grekey perforcomplaining about. At least you can say you’re making money! m . My I have a And they wouldn’t be wrong. There are lots of automotive clientele l ached fu r e d on have att (I d o repair shops that aren’t making money at all. o g y with a w r ve are and I’m dicators , in t) a e But here’s the thing: good management principles apply c k n o a lo m r you to fo y r a equally to businesses that are unprofitable as to those that are . m e enu a sum enough sales rev g y in m k only mildly profitable. I can offer similar advice to you that I a h it m t happy w and m still no I’ k is r o would offer to those who think they’re at the opposite end m w le ard The prob ll the h ’re a e W y of the spectrum. ! if t e s c to ju this pla e money Sound business practices pay huge dividends. The earlier oes into g t a ms to b th t en ays see lw a you implement them, the more you profit from them. investm e ! r k e ac ts, but th money b lo e g th g in After I got your letter, Denis, I dropped by your shop. ll in e k s ta els y pocket, tability fe fi m ro in p I have to say you have a great business and you were , s d th . on han re thing of the m u s d n a e absolutely right about your staff. They’re amazing. Your n e a th At th t rather a new , o d o o h o s advisor, Ben, didn’t know who I was, but his greeting g p a are like a cr od k things o in g t th a I was very genuine. If I were a customer I would sure feel th n e of wh robs me And just e s n that I was in good hands with him. e p ted ex unexpec re Studies show that an undecided customer will make up a c ing job of tak g in z his mind on doing business with an establishment within a e feeling. m a g tim does an for a lon m e the first 15 seconds of meeting the staff. My experience th My staff d t ha oney. Bu ers. I’ve m m ir to e s bears this out. I was also impressed with how friendly th u c k bac of my t to claw I need to n . ll a a w and organized your shop was on the day I visited. m ’t s n gly and I do frustratin is There were a ton of customers coming and going, and rd a w re lp! my own lease he P . y e everyone seemed happy and well taken care of. n o ore m make m So let me start to answer your question by quoting a commonly accepted method of comparing business —Denis from a profit point of view. Your accountant may not use this quick calculation. It is called “EBITDA.” This stands for Earning Before Interest, Taxes Depreciation and Amortization. When you look at your business profit for a specific period, you really want to understand it from an EBITDA point of view. It allows you to see your profit as a percentage of sales. So look at an example: Last year you had a profit of $110K and had sales of $1.5M. That gives you EBITDA of 7.3%, which is OK. A profit NOVEMBER 2013 CANADIAN TECHNICIAN
13
of 150k would be good at 10% while a profit of $225K would be great and give you an EBITDA of 15%. I reviewed the KPIs you sent me, and I think your assessment of the business is correct; it is in pretty good shape. Your margin on mechanical parts is textbook at 50%. Your labour gross margin is 70% – which is very good. It shows that you’re paying your technician staff properly. This is critical to retaining staff. Turnover can be such a killer in this business. And your hours per RO are running at 2.5 hours, which is also good. So now we have to figure out why you’re not earning the returns you’re looking for. In a word, Denis, I would have to say it is your expenses. You’re not controlling them as closely as you could… and that causes profit to leak away. Let me give you some new KPIs to work with. They’ll help you track whether your expenses are in order. Salaried staff < 12% of sales
Your salaried staff – including advisors, shuttle drivers, and cleanup crew – should be capped at 12% of your sales (this 12% does not include the government deductions). Last month you were on the high side, with those salaries coming in at 12.5%. I understand why you want to pay well. You get what you pay for… and, as I’ve said, you do have great staff. The solution may not be to cut their pay; rather work to have them increase sales and this percentage will come in line. Advertising expenses < 3% of sales
Advertising expenses have two sides to them if you need customers to come through the doors you may need to spend more than 3% however if you have lots of business you could decrease below 3% of sales. Total Expenses < 40% of sales
This KPI allows you to see if your total expenses are in order. In this calculation, we take your total expense (less technician wages, as they are considered a cost of labour sales) but is will include you sales salaries, advertising and rent. This total expense is divided by the sales for the same period. When this 14
CANADIAN TECHNICIAN NOVEMBER 2013
number is converted to a percentage your expenses should be 40% or less of sales. Denis, when we looked at your numbers, your expenses totaled 45% of sales and this lead to a lower profit. If we apply these KPIs to your business, we can see immediate results. Your sales last month were $125,000. According to our new KPI, your expenses should have been less than $50k. But the fact is your expenses were $56k. Your expenses were 6k higher that they should have been. If you want to maximize profits, you have to strictly control expenses. A lot of businesses concentrate mainly on sales and margins rather than keeping an eye on their expenses. In our monthly peer group we review expenses every single month. We look at every line and make sure it is in line with our expectations. One of the members of our peer group makes it a policy to call at least two of his suppliers every month to discuss their current agreement and see if he can reduce expenses. An example of this would be to do an insurance review every two years to see if you are getting the best coverage and premium. When you do this, you’ll be amazed at how much you will come to understand about your expenses. Talk to your colleagues or peer group to help with this review. Maybe even try to combine your purchasing power to negotiate a better premium. (One word of caution with insurance policies, try to stay within your trade organizations or industry associations for their recommendations. Often, insurers will put together special programs to meet the specific
needs of different industries and they’ll offer these programs through trade or industry organizations.) The final area of advice is to watch your expenses with a budget in mind. Most accounting programs will allow you to export expense data into Excel. Export this data for each month. Have a look at the money you spent last year. Was this money well spent? Do you need to talk to another supplier to renegotiate you buying program? When you take the time to really understand what you’re spending, you can set a budget. When you have a budget in place, it will help you plan future expenses. You won’t just be operating on the emotion of the moment when they come up. Thanks for your email, Denis. It serves to remind me that sometimes a business looks very healthy on the outside, but the owner has private concerns that need to be addressed. The beauty of working within peer groups is that our collective wisdom is so much greater than our individual experiences. If you’re not part of a peer group, I’d encourage you to join one. There’s probably no better way to impact your business than by comparing notes with other shop owners!
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.
The new home of Harold’s Automotive Service in Lethbridge, Alta.
LEAP OF
JUNE 2010 “Hey y’know, I just picked up that property right by the dealer auto mall. I’d love to build you a new shop.” That startling invitation came from a developer friend of ours in the spring of 2010 over a spur-of-the-moment lunch. Brian and I were incredulous. Building ownership was at the top of our long-term goals. “Harold’s Automotive Service” was definitely ready for a new shop, after 37 years in industrial areas where our visibility to new clients was limited. The spot Alf had in mind was perfect, meeting the top three requirements of any business: location, location, location. Brian immediately started visualizing enhanced services, better equipment, and new tools. As “Minister of Finance and Marketing,” I was smiling on the outside, and freaking out on the inside. The offer was just too good to pass up! Within days, we met with Alf and his partner, and discussed preliminary plans. Handshakes all around, and – Bob’s your uncle – we’re building a new shop! In a classic division of labour, Brian would plan technical and service space,
FAITH The diary of an impulsive and wonderful decision to build a new home for our business. By Beverly Kaltenbruner
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while I handled signage, colours, and creature-comfort. For months, we searched for ideas, slogging through industry publications, supplier and shop websites, and visiting independents shops and dealerships to blatantly steal ideas. Brian tapped suppliers to source for broker deals on used equipment. Weighing a mind-boggling volume of enticing options, his vision of the shop slowly took form.
SEPTEMBER 2010 Excitement and anticipation grew as we planned our new home. At 100’ x 65’ the planned structure would essentially double our current cramped space which could barely accommodate our 10 full-time staff, and a constant stream of customers, suppliers and deliveries. Full-body collisions were the norm. We smiled at the thought of being able to stretch our arms out without smacking someone in the head! Tools and equipment lined the shop three-deep in some places. I worked with Carol in a 16’ x 20’ attic. Steel beams grazed the top of our heads in the space we shared with mechanical systems, old parts, financial records, a table, fridge, microwave, desks, file
A well-designed shop floor improves workflow.
cabinets, and years of oily grime. If an exhaust hose ever came loose or a tech allowed a diesel engine to idle even for a moment, fumes filled the air. In our old confines, frustration was frequent and efficiency was challenging. But relief was in sight!
APRIL 2011 The sky fell in spring 2011. We were about to break ground when Alf’s partner was diagnosed with a terminal illness. We’d been blown away by his offer to finance the project and mortgage the building; no cash would change hands before possession. We’d felt like the proverbial seas had parted and we were marching to the ‘promised land.’ But it was a handshake-deal, and on that day, everything screeched to a halt. Our financing had vanished. Our next-door neighbor had signed a long-term lease on the old shop but extended possession to D-day in October 2012. Our landlord was less generous, but we had some time. Sadly, Alf’s partner was gone 10 short weeks later, leaving Alf to extricate the land from the substantial estate. We didn’t want to walk away from the deal, had no viable relocation options, and would now have to qualify for financing if the project were to proceed.
Almost immediately a near-fatal lung issue benched me for five months. On top of that, my father passed away that year (I was executrix), and Brian’s body was assailed with Alopecia as he faced daily operations. Our stalled relocation plans were compounded by my family pressures and health issues.
APRIL 2012 When the legal hurdles abruptly cleared, we broke ground and were instantly mired in extremely time-sensitive decisions. Architectural, engineering and steel building preparations completed in 2010 helped expedite things but many
Brian Kaltenbruner with service advisor Kirk Jurgens in the spacious new office area. NOVEMBER 2013 CANADIAN TECHNICIAN
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Customers enjoy the bright new waiting area built with comfort in mind.
decisions are inherently last-minute. Immediately prior to pouring the floor slab, Brian decided to bury power and compressed air to bring up at each hoist. Calculating angles, tolerances, and hoist placements, Brian, his dad, and our son spent that weekend tiptoeing between concrete rebar marking out conduit lines to nine bays. Brian’s dad Harold (the original owner) manufactured an air manifold system to deliver compressed air as well as an inside collection system to automatically move used oil outside to the tank. In addition to the office HVAC system Brian had an air-make-up system installed to create positive pressure in office areas, negative in the shop to keep fumes out of public areas. Decisions were endless! Coloured concrete floors? Wider doors? Tweak interior layout? New fence layout for better security? VOIP? (Yeah, that was a bad decision!) Angle lights to enhance engine compartment visibility? Endless possibilities can make you crazy, so we eventually had to draw a line in the sand. No more changes! Preparing the reception floor was fun. Three weeks prior to moving, from mid-afternoon on a Friday until 9 p.m. the next day, Brian scrubbed the concrete with an unyielding commercial machine, with almost no time to spare for eating or sleeping. At 9 p.m. on Sunday after 24 hours drying, the sign guy attached our logo to the concrete. Brian and I spent the next six hours applying clear coat epoxy on our hands and knees; Monday morning came way too soon. In his ‘spare time,’ Brian dug through 38 years’ worth of accumulated parts and tools. It was at least a couple of dumpsters’ worth. The site was close enough to allow 18
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him frequent visits so he could oversee construction while still attending to his work-day responsibilities. We still don’t know how our service manager, Kirk, managed to maintain order and his own sanity during this time! Meanwhile, I concentrated on catching the eye of folks who were constantly whizzing by on the busy highway location. Ultimately, we applied a 20’ x 10’ logo to one of our exterior walls with a vehicle-wrap technique. It looked great! That and the 4’ steel band under the eaves all around the building made it hard to miss. Aiming for customer comfort, we manufactured bistro tables from old café tabletops I’d found, added café chairs, and bought a comfy couch for customers wanting to nap. (Seriously, some people actually nap while their car is being repaired!) We anticipated that many customers would take advantage of free Wi-Fi and coffee, so we made sure to include those amenities in our new waiting area.
AUGUST 2013 Never underestimate the value of your accountant relationship. The instant ground was broken, bankers materialized. Five courted our attention, but had endless requests. I invested countless hours compiling reports, and either creating or adjusting cost, profit and capital expenditure projections. Each bank had different requirements, focusing on different aspects of our business. I barely found the time to help pack the office and identify an impressive pile of shred-able documents. Thirty days before D-day, we’d finally accepted (but not yet returned) the most palatable of bank offers when, after watching the sharks circle for
months, our BDC rep called for some updated projections. The resultant offer was actually pretty good, free of the costly and punishing restrictions others financiers had demanded. So a day later we signed with BDC. Happily, the “just in case” lease agreement that some lawyers had insisted on became very expensive doodle paper.
SEPTEMBER 2013 Our fears about moving were worse than the reality. We closed at noon on Thursday. New hoists were already in and professionals moved the old ones. Our staff, Brian’s parents, four supplier volunteers, and two Rotary Club friends loaded and transported everything up to and including the shop sink. Whenever I took a break from crawling under desks to break down or reinstall computer systems, I watched the frantic activity. It was like watching an anthill! One staffer went to hospital Friday with an injury, but pharmaceuticals fixed him up. Some guys will do anything for a weekend off!
OCTOBER 2013 Miraculously, on the morning of Monday, Oct. 1, we’d been inspected, recertified, and were ready for business. By 10 a.m. we already had cars on hoists! Each morning getting out of my car, I glance down at the sidewalk where one opportune summer Sunday I had scratched into some curing concrete the words “Leap of Faith B + B 2012.” Our leap of faith came with its share of trials for sure, but we wouldn’t change a thing! Celebrating our 40th anniversary, we’re focused forward towards educating our customers and providing better, faster, more technically advanced vehicle service.
Beverly Kaltenbruner and her husband Brian are owners of Harold’s Auto Service, now in a new location in Lethbridge, Alta.
COMMENTARY
The true cost of an
oil change A
NGE
H C L I O
Nearly 40 years after observing that “the times, they are a-changin’,” Bob Dylan wrote a new song called “Things Have Changed.” He could well have been talking about the oil-change industry. By Allan Janssen
The oil change has been used as a loss leader for so long that the average consumer has no idea what its true value is. In fact, many have come to resent any price that isn’t rock bottom. But if you’re one to hang a $19.99 shingle in front of your shop, it may be time to consider another way to promote your business. As any business major will tell you, the idea of a loss leader is to discount a high-volume product in order to get more people through the door. It’s called a “leader” because it is intended to “lead” consumers to incidental purchases of higher-margin items. The classic example is the sale of razors at a loss in order to increase incidental purchases of replacement blades, which is where the real profit is. In the automotive repair and service world, the incidental purchases are filters, brake pads, wiper blades, shocks, struts, tires… pretty much anything that can wear out. The oil change offers you a chance to inspect a vehicle and offer services to keep it operating the way it should. And therein lies the profit. The biggest pitfall of the loss-leader 20
CANADIAN TECHNICIAN NOVEMBER 2013
strategy, of course, is when the price is so good that people stock up on that item. Bulk purchases can throw profitability off because normal buying trends are interrupted. That’s not a problem with oil changes. Motorists can’t stockpile oil changes. They can only buy one at a time. One per season, actually, if they’re diligent about maintaining their cars. And most were, in decades past. People took the idea of a “seasonal oil change” very seriously indeed. They came back four times a year because they understood the lubrication requirements of machines. Yes, the oil change as a loss leader had more than a few distinct advantages. s %NGINES WERE DIRTIER AND OIL HAD TO work harder to keep engines clean. When oil changes were neglected, engine failures were common. s %NGINE OIL WAS A FAR SIMPLER PRODUCT back then. It didn’t cost as much as it does now, it didn’t last as long, and it certainly didn’t work as effectively. s #HANGING THE OIL WAS A COMMON $)9 job. In order for a retail shop to get the job, it had to sweeten the deal a bit.
But, as Bob Dylan pointed out, things have changed. In fact, all of those “advantages” have been erased over the years, and the speed of that change has continued to increase. We’re at a point now where not only is the old business model of selling oil at a loss less effective as a marketing tool, but the loss is even deeper than most shops probably intend. After decades of relying on discounted oil changes to attract new customers, there are some very good reasons to abandon the practice. Management practices in our industry have become more sophisticated. The joy of running an independent business is being able to set your own prices. The burden of running an independent shop, is having to respond to other independent shops that employ outdated strategies that place unreasonable pressure on your business. Many, if not all, of the most prominent management trainers do not advocate deep discounts on oil changes. It is a hallmark of an immature industry to ignore fiscal prudence in a desperate attempt to attract cost-conscious buyers. Cheap oil changes attract the wrong kind of customer. Do you really want to build your business with the kind of customer who balks at a reasonable price tag and who will change loyalties to save a relatively small sum of money? Keeping up with technology requires a significant investment on your part, and it deserves to be rewarded with a reasonable return. Obviously you have to find a fair price point that serves both the business and the consumer. But you cannot afford to fill your docket with price shoppers who minimize your profits. Loss leaders provoke a local “arms race.” Oh, the hand wringing and hair pulling that results when a shop down the street advertises a $24.99 oil change! Should
you follow suit? What will happen if you don’t! If the first shop sees a spike in traffic, other shops are tempted to offer the same deal… and pretty soon, the low-priced oil change has become the norm. No one wins in this classic “race to the bottom.” Your material costs are rising… significantly. Industry watchers point out that the average price of an oil change has indeed started to rise. That’s a good thing. It’s not uncommon for consumers to spend more than $40 for a service that only a decade ago typically cost about $20. The rise in price was inevitable. For one thing, the raw ingredients cost more. As vehicle manufacturers have raised the bar in vehicle quality, oil companies have had to follow suit, developing more “flavours” of oil – conventional, synthetic, and “blended” options – with very specific additives and attributes. Motor oils are high-engineered these days. Recent product diversity has led to new options for high-mileage vehicles, performance vehicles, and classic vehicles as well as stop-and-go, off-road, and extreme driving conditions. You can get cold-weather, longer life, carbon cleaning, low-foaming, and zinc-rich formulations – all of which bring their own research-and-development costs. Because oil-change intervals are increasing, some manufacturers have increased the oil capacity. Where you might have been used to using four or five liters, there are more and more applications where you’ll need more than six liters – particularly the newer European models which can call for as many as eight liters of premium oil. Not only has the price of motor oil risen, but oil filters are on a similar trajectory. Advanced technology is being deployed to develop filters that work more efficiently and longer. In some cases, the vehicle manufacturer is
very specific about what to install under the hood. There are plenty of filters that go for as little as $2.25, but the average cost is rising. Many are closer to $5. And there are some truly expensive offerings out there too. What’s your cost on a filter for a Mercedes ML550 (5.5 V8)? Filters for off-road and heavy-duty commercial vehicles will run even higher. On top of all that, you may face environmental fees for the disposal of used oil and filters. The job is no longer straightforward. These days, you’ll have to contend with oil-quality sensors, and oil-change indicator lights. Codes will have to be reset using a scan tool. The process is quick and easy with the right tool. But once in a while you’ll come across a stubborn system that requires additional steps. If you’re dealing with something new or unfamiliar, it can be a real challenge. And when you’re charging loss-leader prices, it won’t take long for a job to cost you a lot of money. Remember the incidental purchases that are at the heart of the loss-leader strategy? Well, in the case of oil changes, this requires a dedicated inspection. You may budget 30 minutes for an oil change and 21-point inspection. This can be a challenge, particularly if you have to pull panels off engines, look up oil amounts and grades, and check reset procedures. You’re probably not putting your top tech on the job, but labour costs add up quickly. No one is saying oil as a loss-leader didn’t have a have role to play in our industry 50 years ago. Maybe even 30. But business experts will tell you that whenever you employ a marketing strategy, you have to monitor results closely to ensure it is not only effective, but sustainable. Over the years, we may have skipped that step. Things have changed. A little analysis might show we’d be further ahead if we charged properly for the job, and found new ways to draw a crowd.. NOVEMBER 2013 CANADIAN TECHNICIAN
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A GM high-pressure fuel pump.
GDI PRIMER A look at current GDI systems, how they work… and where they’re headed. By Jeff Taylor Gasoline direct injection (GDI) is not a new technology, but it’s becoming more and more commonplace in our industry. Like many of you, I started out working on carburetors. Nowadays carburetors are only used on small garden tools… and I suppose it won’t be long before even those simple implements upgrade to more sophisticated technology. Almost all of the vehicles that come into our shops these days are port fuel injected – or PFI – in which the fuel injector sprays fuel on the back of the intake valve. It vaporizes instantly and is burned in the cylinder. PFI was a huge improvement over carburetors, in that it was an easy add-on technology for most existing engines. It was also perfect for the cost-sensitive automotive marketplace. As it was designed, PFI cleaned up emissions a great deal and increased fuel economy. But global emission regulations continued to tighten, and eventually the automakers had to green up even more. In order to lessen the environmental impact of their products, they started look for a newer, more-efficient technology. GDI is that technology… at least for the moment. According to Delphi, GDI allowed the car companies to scale down their engines. With the addition of turbochargers, downsized engines can produce more power, with better efficiency, than the best PFI engine ever could. CO2 emissions are a huge concern for manufacturers, and since smaller engines tend This is a Volkswagen and you can see that it has two high-pressure fuel pumps, one on each side of the cylinder head.
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CANADIAN TECHNICIAN NOVEMBER 2013
to pollute less than big ones, it looks like GDI is going to become the norm. In the GDI engine, fuel is sprayed directly into the cylinder – similar to how diesels work. The precision that was needed to do this was unattainable until relatively recently when electronics, valve train design (active variable valve train), and piston design improved, and costs came down. The GDI system still uses an injector, but now there are several new designs, most notably piezo-electric, and magnetic. Magnetic is the most popular, running on about 40 to 70 volts. Piezo injectors work much faster and are more
A close up of one of the high-pressure fuel pumps. You can see the electrical connection.
precise, using about 140 volts. They have the capability to spray up to five times per combustion event in closed loop. That’s an amazing use of fuel, and it’s the main reason GDI is becoming so popular. Since the injector is spraying fuel directly into the cylinder, the pressure required is significantly higher than what PFI needs. GDI requires 870 to 3000 psi to overcome combustion chamber pressures. This is provided by a high-pressure mechanical fuel pump, driven directly by the engine. There are a multitude of designs (specific to each manufacturer), usually requiring a specific synthetic engine oil. The integrity of the fuel rail is also critical with GDI systems, as well as high-pressure fuel pumps with electronically regulated flow. And there is at least one fuel pressure sensor (usually there are two) to report back to the ECM/ PCM. The GDI system also provides the engineers with the
ability to perform other functions and even control the way the mixture is formed in the combustion chamber. In North America, GDI commonly uses a set up called Spark Ignited Direct Injection (SIDI) homogenous fuel charge. It also enables a mode called stratified fuel charge and Homogeneous Charge Compression Ignition (HCCI), commonly known as auto ignition (no spark plug or ignition system required). The conventional PFI system that we have worked on for so long is designed to mix the fuel and air to the stoichiometric ratio of 14.7:1 in a homogeneous state (homogeneous is a fancy word that basically means “thoroughly mixed” or “uniform”). The GDI system does the exact same thing by injecting the fuel as early as possible in the combustion cycle (cylinder head and piston-top designs are critical). Some GDI systems can also create a non-uniform – or stratified – air-fuel mixture of 14.3:1 very close to the spark plug, and provide much leaner mixtures (say, 20:1, 40:1 and even 100:1) in other areas of the cylinder. NOx formation can be an issue with this type of operating mode. It is created when the rich fuel charge ignites, the flame front travels through the combustion chamber to the leaner areas, and then cools rapidly. There is, however, a positive side to this situation: the extra O2 from the lean mixture combines with any CO (carbon monoxide) left from combustion and forms CO2, which is less harmful.
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The warning label on an output line that goes to the fuel rail. You can see the insulation on the pump, the electrical connector and the warning is attached to the non-reusable fuel feed line. The line has a special one-use coating that you can’t see.
The GDI system is able to set up the charge stratified mixture by injecting the fuel as late as possible in the combustion cycle so that complete mixing of the air and fuel is not possible. Again, the design of the cylinder heads, combustion chamber, piston top, incoming air flow, and fuel injection pattern and position are very crucial to the formation of the stratified charge. The issue of NOx formation has lead most manufacturers to stay away from the stratified mode and stay in homogeneous mode. But some use the stratified mode in certain conditions like idle, deceleration, and other off-load conditions where NOx formation is less of an issue. They can also do it to provide faster catalyst warm-up if they want to. The GDI system is great on power and emissions, but it is prone to intake valve and intake manifold flap deposits. This can cause stumbles, misfire, lack of power, surge and even no compression. It’s an issue shared across manufacturers – some being worse than others. Intake system cleaners are available, but you should check with the manufacturer first for recommendations. I do know that in some situations the only fix is removing the intake and physically – but gently – removing the deposits. Ultra-low sulphur fuels and synthetic oils used in the engine are supposed to limit the deposits. Another concern – especially to sensitive vehicle owners – is unwanted noise. It can be created by the intense pressures under which the injectors operate. When it comes to diagnosing a GDI system, a good scan tool is essential. You may find that only a factory tool will do. The data that is available – even by law under OBDII – may
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CANADIAN TECHNICIAN NOVEMBER 2013
not be close to adequate on a generic tool. (Who knew, when that legislation was written, that we’d need to know the value of the high-pressure fuel sensor output.) Along with the right scan tool, you’re going to need a good information source to get the data you need for safety and testing. The voltages that these injectors work at mean that your old noid light won’t be suitable for testing anymore. Just de-pressurizing the system will require rigid procedures. Many vehicles will start, run, and move on the low-pressure system just fine. Remember, if you have a fueling system, code check the whole system – both the low-pressure side and the high side. They are highly dependent on each other. Along the way, follow the manufacturers’ recommendations on the reuse of fuel lines and components (most have special single use coatings), and always replace the injector O-rings and tip seals if the injectors are removed. Finally, be sure to install the O-ring and the back-up ring in the correct location. Don’t ever try to put a fuel pressure gauge in the high side of the fuel system. Use the fuel pressure sensor. The pressures and voltages that we’re dealing with here are more than enough to cause serious injury, so if the manual says to disconnect the battery, make sure that you do that. Some systems are wakened by door handles priming the high-pressure pump, and others cycle the priming pump to cool it down when the key is off. GDI systems significantly reduce CO2 output and most are getting a 15% to 20% increase in fuel economy without any sacrifice in power output. But it’s not without a few issues that we as techs are going to have to deal with. When was the last time you heard a customer tell you that their car had too much power and was too good on fuel?
Jeff Taylor is lead technician at Eccles Auto Service in Dundas, Ontario. He would like to offer special thanks to Delphi for help in researching this article.
PRODUCT CENTRAL Low-copper brake pads Federal-Mogul has introduced Wagner ThermoQuiet CeramicNXT brake pads
with 2021-compliant low-copper formulations. The new formulations are said to be 35 percent quieter and offer 15 percent more stopping power and up to 40 percent greater fade resistance than previous formulations. More than one million new 2014 vehicles will be equipped with its Eco-Friction pads, as the automotive industry makes a rapid shift to environmentally friendly low-copper brake pads. tinyurl.com/ct-prod-566
Crankshaft position sensor
Four-post lift upgrade An 18,000 lb. or 30,000 lb. capacity heavy-duty Rotary Lift SM series fourpost lift can be turned into an alignment lift with the company’s new bolt-on alignment kit. Rotary Lift says installation costs and bay downtime are significantly reduced because the retrofit kit bolts right onto your current lift. The lifts feature single-point release air locks that open all four column locks from one button. Ramp chocks engage automatically as the lift is raised to improve setup efficiency. tinyurl.com/ct-prod-568
Delphi has released a new crankshaft position sensor (part number: SS10875) covering 13.6 million Ford vehicles from 1991 to 2013. The sensors were designed for dura- bility with a single-element design that helps them maintain optimal performance during drastic temperature changes. It also ensures accurate readings from the gap between the sensor contact and element. tinyurl.com/ct-prod-567
Mobile app Federal-Mogul has introduced a free mobile app designed to enable 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. The “SmartChoice Mobile” app allows them to communicate detailed inspection findings directly to the vehicle owner. The app includes VIN scanning technology that allows the user to instantly capture critical vehicle information and access all corresponding part and repair information. tinyurl.com/ct-prod-563
eCRIMP mobile app Gates’ new eCrimp mobile app allows users to find the most up-to-date crimp specifications for Gates hydraulic hose products. Now available for iPhone and iPad, the free eCrimp app can be used to find crimp data for an array of Gates crimpers. It allows you to select a crimper, select hose type, dash size, and stem, and see latest crimp specs, available to view or email. tinyurl.com/ct-prod-562
Cordless impact wrench kit Matco Tools has released a new 18-Volt, 3/8-inch Cordless Impact Wrench Kit, which includes an impact wrench, 4.0 Ah 18-volt lithium battery, and a 14.4-volt/18-volt slide type battery charger all within a convenient, rugged case. The new 4.0 Ah battery delivers a 33 percent longer runtime than 3.0 Ah batteries, and a new battery capacity indicator reminds the user how long the cordless tool will continue working. The new 18-volt motor generates up to 230 ft. lbs. of working torque and 325 ft. lbs. of breakaway torque. tinyurl.com/ct-prod-560
Synthetic ATF
Tire inflator Penray has introduced an innovative new Penray Plus Tire Fix Plus emergency tire inflator that uses exclusive and proprietary technology to leave an easily-identified fluorescent mark at the location where it has sealed a leak. This makes it much easier for the technician to find the leak or leaks which are no longer hissing or blowing bubbles. Penray Plus Tire Fix Plus is fully compatible with all tire pressure monitoring systems (TPMS) and sensors. tinyurl.com/ct-prod-553
Amsoil has developed a new OE Synthetic Automatic Transmission Fluid, available in Multi-Vehicle and Fuel-Efficient formulations. Amsoil says the new ATF provides outstanding protection in normal and severe service, resisting wear on vital parts and extending transmission life. It guards against the harmful effects of thermal breakdown, and helps components stay clean by resisting heat-related evaporation and viscosity loss. tinyurl.com/ct-prod-552 NOVEMBER 2013 CANADIAN TECHNICIAN
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PRODUCT CENTRAL Glass cleaner The new Penray Plus professional-grade Glass Cleaner is designed specifically for vehicles, to cut road grime, leave a streak-free finish, and remove bugs, tar, road film, car wash residue, tree sap, and evaporated haze from vinyls used in dash boards. This ammonia-free product is safe to use on tinted windows and even, gently, on windows with defroster/defogger grids. tinyurl.com/ct-prod-546
Battery analyzer The new Battery Analyzer from CTEK is described as the perfect testing solu-
Shop wipes
Injector puller kit A new Snap-on Injector Puller Kit (IPK1170) for GM LB7 Duramax engines is described as a “must have” for removing the sleeve from the injector without causing damage. The new IPK1170 pulls the injector straight out of the full length of the nozzle tip without rocking which reduces the possibility of unwanted sleeve removal. The kit is designed to remove the diesel injectors from GM vehicles produced from 2001 to 2004 with an LB7 Duramax engine. tinyurl.com/ct-prod-548
tion for technicians, quickly testing and diagnosing all types of 12V lead-acid batteries including Wet, Maintenance Free, Ca/Ca, Gel and AGM. CTEK says the Battery Analyzer allows you to quickly get to the source of battery problems in any vehicle. Connecting and testing is easy, with no need to disconnect or remove the battery from the vehicle prior to testing. tinyurl.com/ct-prod-545
Steering and suspension Federal-Mogul has added more than 80 new parts to its Moog Steering and Suspension line. That provides coverage for several million late-model foreign-nameplate and domestic vehicles. The Moog rear control arms, control arm bushings, ball joints, and strut mounts (among other components) feature innovative technologies that improve on original component designs for longer life, superior performance, and faster, easier installation. tinyurl.com/ct-prod-551
Stoko Professional Skin Care has launched Kresto Cherry Kwik-Wipes, featuring an advanced formula with cherry fragrance and a dual-sided scrubbing surface. Stoko says its new towel effectively removes the toughest dirt, grease, grime and more difficult sealants and paints. They’re also suitable for use on hands and hard surfaces, and they’re described as ideal for quick clean-ups away from sinks, in the garage or in the pits. tinyurl.com/ct-prod-543
Fuel assemblies
3/8” drive ratchet The new Snap-on F80 3/8-inch Drive Ratchet with Dual 80 technology features dual pawls and an 80-tooth gear for more power in less lateral space. It requires less arc to engage the next gear tooth, and features the lowest height of any ratchet/socket combination on the market, helping the F80 slip right into those tight spots like no other ratchet. Its sealed head helps keep the dirt out of the head mechanism. tinyurl.com/ct-prod-547 26
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Delphi has added 18 new fuel modules, senders and pumps to its fuel management portfolio, covering more than 12.6 million popular vehicles built from 1985 to 2011. Delphi says its fuel assemblies are designed to deliver an immediate, uninterrupted flow of fuel to the engine’s fuel rail and injectors at the specified system pressure, resulting in more efficient operation. They are fully tested to ensure they can withstand up to 22 percent ethanol. tinyurl.com/ct-prod-544
Engine management components Wells Vehicle Electronics has introduced 84 new sensors, switches and emissions, ignition and fuel injection parts, covering approximately 34.6 million late-model vehicles. Among the new parts, which feature original equipment or problem-solving “better than OE” designs, are an economical throttle position sensor, emissions parts, fuel injection components, and ignition parts for late-model foreign nameplate and domestic applications. tinyurl.com/ct-prod-523
New friction formulation NAPA Rayloc has upgraded the friction material on all of its replacement disc brake pads with the most modern, advanced formulas. The newly upgraded line includes Adaptive One dual ceramic formulated disc brake pads; NAPA Ultra-Premium in both ceramic
and semi-metallic formulas; NAPA Premium; and Proformer in both ceramic and semi-metallic formulations. NAPA has included hardware kits in hundreds of additional disc brake pad sets across all its brands. tinyurl.com/ct-prod-474
Air saw Vehicle electronics More than 560 additional original equipment-quality and “better than OE” automotive sensors, switches, emissions control components and fuel injection parts have been introduced to the Airtex Vehicle Electronics product line, extending the brand’s coverage for late-model domestic and foreign nameplate applications. The new parts include 241 new sensors, 267 additional switches and dozens of other components designed to help restore like-new vehicle performance and reliability. tinyurl.com/ct-prod-477
Matco Tools’ product lineup now includes the MT2219 Gear Driven Air Saw, described as the most powerful air saw on the market. According to Matco, it features a geared mechanism that pro-
duces additional torque, providing 87% more power than competitor saws while improving speed and efficiency. It can cut through up to 5 mm of sheet metal. A 360-degree swivel exhaust ring directs air flow away from the technician, and a variable speed trigger provides complete control in every job at hand. tinyurl.com/ct-prod-472
VIN look-up SKF has announced the addition of a “VIN Lookup” tab to help improve customers’ ability to research automotive parts through its e-catalog at www.SKFpartsinfo.com. With the new enhancement, users can enter a VIN and the e-catalog will match the make, model and year information contained in the VIN and automatically provide a list of matching parts. Customers can also find answers to specific installation questions. tinyurl.com/ct-prod-476
Bench guide Standard Motor Products has released its new TechSmart Technician Bench Guide. The 32page guide features more than 160 of TechSmart’s most popular and innovative products with all TechSmart categories represented. Products are highlighted with features, benefits and vehicles in operation (VIO) information. The digital version of the new bench guide can be downloaded at www.TechSmartParts.com. tinyurl.com/ct-prod-473 NOVEMBER 2013 CANADIAN TECHNICIAN
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Raybestos brand brake parts – a member of Brake Parts Inc. – has begun adding listings for the 2014 model year. Brake pads have been added for the latest Honda Accord, Ford Mustang, Mazda CX5, and Lexus IS250/350 models, as well as late-model import rotor and brake pad part numbers for a wide assortment of Mercedes, Porsche, and Volvo models. tinyurl.com/ct-prod-469
CANADIAN TECHNICIAN NOVEMBER 2013
An updated version of the popular Delphi Automotive Worldwide Emissions Standards booklet is now available, with easy-to-read summaries of passenger car and motorcycle emissions regulations from around the world. The guide, together with the heavy-duty and off-highway commercial vehicles edition, are available as an interactive app for iPad users. Delphi first published its emissions brochures in 1992. tinyurl.com/ct-prod-468
Transmission fluid CRP Automotive now offers Pentosin OE-quality transmission fluids to cover a wide range of European vehicles, including popular makes such as Audi, BMW, Jaguar, Land Rover, Porsche, Volkswagen, and Volvo. The Pentosin transmission fluid line is formulated on a fully synthetic base oil technology, and incorporates special anti-wear chemistry and friction modifiers to deliver safe and stable friction performance in various types of transmissions – manual, automatic, and double clutch. tinyurl.com/ct-prod-464
Belts and hoses Veyance Technologies, manufacturer of Goodyear Engineered Products and the Gatorback brand, has released 227 new part numbers to its automotive aftermarket and heavy duty product lines. Additions include 110 automotive hoses, 34 industrial belts, 27 tensioners and pulleys, 25 automotive belts, 12 straight radiator hoses (silicone), 11 pressure washer hoses, and 8 timing kits. tinyurl.com/ct-prod-462
ADVERTISER INDEX continued from page 30
meet monthly and discuss issues like this.” Tooner wasn’t interested. “We’re already on good terms with the shops we need to deal with. Why bother ‘bout the rest?” I shook my head. “It’s not good to have shops fighting with each other. It gives us all a bad name.” As a result, the Association of Slumberland Automotive Professionals (or ASAP) was born. Our first meeting was Friday evening in the party room at Rolf’s Diner. The wine and appetizers were going over well as I banged a crescent wrench on the table to get their attention. “ Let’s get down to business. I hope these sessions will benefit us all as we share our secrets of success with one another.” A low rumble started in the crowd. “Hold on a minute! Who said anything ‘bout sharing? I ain’t lending my tools out to nobody!” It took a while to get back on topic, but overall the evening went well. We talked about tools, customers, advertising strategies – even back alleys. It was time to wrap things up. “Guys, if we want to portray a professional image, then we’ve got to start acting like professionals. Herk and Vinnie, you two need to shake hands and end your turf war.” Vinnie stood up and loosened his tie. “Okay, my apologies for getting carried away. Herk, whaddya say we work out a delivery schedule so we’re not tripping over each other’s feet from now on?” Herk put out his hand reluctantly. “Fine. Guess we can try to get along.” Suddenly Vinnie’s face lit up. “Hey, let’s do more than that; let’s throw a block party! You bring the food and I’ll put all my bling on sale, 30% off!” Herk looked at me pleadingly. “Slim?” I banged my crescent wrench again. “Okay, let’s not get carried away. At least we’re making a start.” I looked around. “Now, we need some way to end our meetings. Anybody got a suggestion?” Tooner stuck up his hand. “I’ve got somethin’; seen it on TV once.” He stood up and took off his cap. “Everyone repeat after me” The whole room got to its feet as Tooner cleared his throat. “I’m a mechanic; I can share, if I have to… I guess.” Everyone mumbled the words reluctantly and sat down. I stared at Tooner. “That’s it?” He shrugged. “Hey, it ain’t much, but like you said, it’s a start.” That it was. And the meetings have continued to this day. The results have been great, and if you don’t have an association in your local area, then I’d recommend you start one. ASAP! Rick Cogbill is a freelance writer and former shop owner in Summerland, B.C. Special thanks to Jim Spurgeon, owner of Spurgeon Engines in Chatham, Ont., for this month’s story idea.
Auto Value .................................... 15 Contact Local Representative
Bars Products – Rislone .............. 12 www.rislone.ca
Blue Streak-Hygrade...................... 3 www.bluestreak.ca
Cardone Industries ........................ 8 www.cardone.com
De-On Supply ................................ 28 www.deonsupply.com 800-824-4115 Havoline ....................................... 11 www.havoline.com
Imperial Oil – Mobil ..................... 31 www.mobil.ca 800-567-3776 NAPA .............................................. 7 www.napaonlinecanada.com 866-GET-NAPA
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ProMax Auto Parts Depot............ 10 www.autopartsdepot.ca 1-866-573-9889 Shell ............................................. 19 www.shell.ca
Snap-On Tools of Canada .............. 2 www.snapon.com 1-800-734-2676 Total Lubricants ............................. 4 www.total-lubricants.ca 800-463-3955 WorldPac................................27, 32 www.worldpac.ca 800-463-8749 Worx ............................................. 28 www.worx.ca
NOVEMBER 2013 CANADIAN TECHNICIAN
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The Car Side By Rick Cogbill
The ASAPs When automotive companies start fighting among themselves, it’s time to start an association! I spun the rack slowly, scrutinizing the contents of each bubble-wrapped package as it went by the end of my nose. At Herkle’s Auto Parts, you can buy just about anything for a car, including trim clips for a Honda. Unfortunately, Herk’s displays were a mess. A loud crash from the back alley echoed through the store, breaking my concentration. “Hey, Herk, can you keep it down back there?” Herk slammed his fist on the counter and headed for the back. “Time to slash me some tires!” he growled. I scurried after him, the trim clips forgotten. “What’s going on?” I asked excitedly. “Must be something bad if you’re contemplating an act of vandalism!” Herk glared at me. “It’s bad, all right! Ever since that cheeky kid opened up his tire store, I’ve had nothin’ but grief.” The cheeky kid was young Vinnie Baloney, owner of Baloney Mag and Bling. He specialized in pimping up cars with chrome accessories and fancy tires – kind of a hard sell in a retirement town like Slumberland. As a result, the only shop space Vinnie could afford was an abandoned hardware store across the alley from Herkle’s Auto Parts. He’d converted the loading dock into an installation bay, but it was right in line with Herk’s delivery door. It was a pretty tight squeeze, to say the least. We stepped out into the battle zone. Herk’s supplier had tried to back his cube van up to the dock, but his front bumper had snagged Vinnie’s stack of low-profile tires. The driver came striding over. “You gotta do something about this, Herk! It’s getting ridiculous!” Vinnie was right behind him. “Where’d you learn to drive?” he hollered. “Didn’t ya see my pylons?” I looked under the van. “Yep, there they are. You’ve got a real logistics problem, Herk.” “Tell me ‘bout it.” He glared at Vinnie. “I told ya, kid; keep your displays inside the bay!” Vinnie folded his arms defiantly. “You need to tell this idiot to stay off my side of the alley.” “Your side?!” That was my cue to leave. When Herk loses his temper, things start to fly. I told the guys about the fracas over coffee. “Sounds like those two need a mediator,” commented Basil. “Why don’t we organize a local automotive association? Then we could continued on page 29
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CANADIAN TECHNICIAN NOVEMBER 2013
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