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

APRIL 2006

6 WAYS TO MAKE THE MOST OUT OF

Spring Tune-up Work ALSO:

■ The Gross Profit Matrix you need to start using! ■ Franchising success: it’s working in Winnipeg ■ Exhaust FAQ: Common service questions

www.canadiantechnician.ca

APRIL 2006

VOL. 11 NO. 3

Departments

Editorial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Letters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 From Our Forum . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Out & About . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 Eye Spy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12 Product Central . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Crossword . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 Ad Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37

Columnists

Trackside . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14 By Jamie Maudsley The Car Side . . . . . . . . . . . . . . . . . . . . . . . . . . .38 By Rick Cogbill

Features Management S.O.S. . . . . . . . . . . . . . . . .17 When selling service to friends and neighbors, you have to learn how to keep the emotion out of your business.

Profile: Franchise Opportunities . . . . .23

With five successful shops up and running, Tony Pesce of Winnipeg knew it was time to franchise his business.

Spring Tune-ups . . . . . . . . . . . . . . . . . . .26 Keeping the customer satisfied is the name of the game when it comes to marketing your spring promotions.

Exhaust FAQ . . . . . . . . . . . . . . . . . . . . . . .28 A collection of some of the most frequently asked questions in the exhaust businessâ€Ś and their (sometimes surprising) answers.

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Editorial VOLUME 11

NUMBER 3

PUBLISHER Mark Vreugdenhil mark@canadiantechnician.ca (416) 614-5819 EDITOR / ASSOCIATE PUBLISHER Allan Janssen ajanssen@canadiantechnician.ca (416) 614-5814 NATIONAL SALES MANAGER Dale Patenaude dale@canadiantechnician.ca (416) 614-5829 CIRCULATION MANAGER Lilianna Kantor lkantor@canadiantechnician.ca (416) 614-5815 DESIGN & PRODUCTION Tim Norton production@canadiantechnician.ca (416) 614-5810 CONTRIBUTORS Rick Cogbill, Larry Dickison, Will Enns, Jamie Maudsley and Kelly Bennett PUBLISHED BY Newcom Business Media 451 Attwell Drive Toronto, Ontario M9W 5C4 Phone: (416) 614-0955 Fax: (416) 614-2781 www.canadiantechnician.ca PRESIDENT Jim Glionna Canadian Technician is published monthly except for January and July by Newcom Business Media, Inc., 451 Attwell Drive, Toronto, ON 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: $5.35; one-year subscription in Canada: $36.38 ($34.00 plus $2.38 GST); one-year subscription in U.S.: US$40; one-year subscription in all other countries: US$65. Copyright 2006. All rights reserved. The contents of this publication may not be reproduced by any means, in whole or in part, without prior written consent of the publisher. The advertiser agrees to protect the publisher against legal action based upon libelous or inaccurate statements, unauthorized use of photographs, or other material in connection with advertisements placed in Canadian Technician. The publisher reserves the right to refuse any advertising which in his opinion is misleading, scatological, or in poor taste. Postmaster: Send address changes to Canadian Technician, 451 Attwell Drive, Toronto, ON, M9W 5C4. Printed in Canada. Second class mail: Postage paid at Toronto. Canadian Publications Mail Sales Agreement #40063170. ISSN 1710-7644.

We acknowledge the financial support of the Government of Canada through the Publications Assistance Program toward our mailing costs. PAP Registration No.10833.

“Bedtime” by Will Enns Phone: (250) 404-0411 www.canadiantechnician.ca/covers

APRIL 2006

Looking for cars to fix? It may be time to change tack… and start looking for cars to maintain. By Allan Janssen I know guys who love broken cars. It doesn’t matter what kind they are, as long as they’re broken. Some guys enjoy the challenge of finding the problem, replacing the bad parts, installing the good parts, and then driving them around a bit to make sure they work. They’re passionate about fixing broken cars. That’s why they got into this business in the first place. Where else could they find a steady stream of broken cars, coming in on a hook, limping in with smoke billowing out of the engine, coughing and sputtering? They live for that! You can imagine how concerned they are about their future these days. Because lately it has been getting harder to find broken cars. New vehicles are just so darned reliable that you can’t count on them to break down anymore. Understandably, these guys are worried. They’ve spent their whole career selling repairs. They’re really adept at looking for problems, and then fixing them. They’ve never considered that they could make a living anticipating mechanical problems, and then preventing them. They’re not used to selling maintenance. They’re not passionate about keeping cars running. Bottom line, healthy vehicles have never really been a part of their business. But that’s the new model in the automotive aftermarket, isn’t it? Shops that rely on repairing breakdowns are struggling. Shops that have changed gears and are starting to focus on maintenance have found a whole new market. Maintenance shops are selling oilchange programs, flushes, and engine cleanings. They’re calling their customers proactively, and scheduling them in for check-ups like a dentist does. They’re performing triple bypasses all the time (flush-

ing transmission fluid, brake fluid, and coolant simultaneously). They’re decarbonizing engines. Rejuvenating vehicles. The maintenance guys have captured a vision of the future and have become passionate about preventing future problems. The repair guys are getting sidelined, and, ultimately, replaced. Are you still looking for stuff to fix, rather than stuff to maintain? For those of you who thrive on repairs, maybe that kind of work will have to become your hobby rather than your career. Maybe you’ll need to just buy a junker and fix it in your spare time. At home maybe. In your professional life, you’ve got to turn your attention to maintenance. Not just on the side. It has to become your core business. You’ve got to sell it passionately and earnestly the way you once sold repairs. That’s the key to the Be Car Care Aware program. (And if you haven’t heard of it, you haven’t been paying attention.) The industry is speaking with a unified voice to consumers about the importance of taking care of their vehicles. Selling maintenance is easy when people get the message that they’ll be doing the environment a favor, they’ll be safer on the roads, and they’ll be saving themselves money in the long run. It’s the way our industry is going, and it’s the way many aftermarket shops are growing. If you can’t grasp the vision, and if you can’t get passionate about maintenance, you’re in the wrong business. You can reach me toll free at 1-866-222-6787. Or e-mail me at ajanssen@canadiantechnician.ca. CANADIAN TECHNICIAN 5

LARRY DICKISON

LETTERS Growing pains might be eased with good management texts RE: Why Am I Here? February 2006 Your Management S.O.S. column was very interesting. We have been in business for 10 years and are experiencing some “growing pains” lately. Business is out there... we just have to learn how to grow with it! I have ordered the book The E-Myth Revisited and am interested in any other books you might recommend. Russell Tire, rustire@mts.net You’ve made a great decision to read The E-Myth Revisited. I’m sure it will help you. Becoming a reader has had more of an impact on my business than anything else. I just read Flipping The Switch by John G. Mill, the author of QBQ (see page 18). He says a ‘learning mentality’ can be a powerful advantage for a business, enhancing our ability to adapt to change, and helping us reach the goals we’ve set. You’ll find an assortment of good business management tools at www.bdc.ca. While it is not automotive specific, it has great business planning and financial management tools. Another site that offers information on automotive-specific training, tools, software, and products is www.amtlimited.com. Hope those help. – Kelly Bennett

‘At risk’ youth may be at risk in auto repair bay RE: Techs in Training, February 2006 Kudos to Karl Herzog for helping ‘at risk’ youth work towards getting a useable trade via Motive-Action. With guys like Karl, kids have hope to make something of themselves, despite the odds stacked against them. One thing concerns me though... the picture on page 19 shows a couple of young men getting some handson experience in the shop. While both men are wearing safety glasses, they also appear to be wearing untied running

shoes on their feet. Maybe we should work towards not putting body parts ‘at risk’ while working in the shop, and get these boys wearing some steel-toed boots? Just an idea. Kelly Schumacher Assistant Parts Manager Leduc Chrysler Jeep Leduc, AB I’m not sure if those running shoes are laced up or not, but we can agree that they are not safety shoes. Your point is well taken. – Allan Janssen

How to reach us

We welcome your feedback on what you see in Canadian Technician – or anything else you feel strongly about. Drop us a line at Canadian Technician, 451 Attwell Drive, Toronto, ON, M9W 5C4. Or send an e-mail to ajanssen@canadiantechnician.ca. Our fax number is 416/614-2781. We reserve the right to edit your letters for length and clarity.

RIDES

Reader

Don Wilson, a technician at Holden Shell in Sarnia, ON, sent this picture of his 1985 Olds Cutlass with a “fairly healthy” 383 stroker. Rims and paint to be added.You can see more “Reader Rides” on our web site at www.canadiantechnician.ca. And if you have a photo of your hot ride, feel free to send it in. We’ll put it up!

6 CANADIAN TECHNICIAN

APRIL 2006

From Our Forum

Recent postings on www.canadiantechnician.ca/forum

Automotive evolution Our forum members debate the biggest recent change in vehicle technology. What’s the biggest change in automotive technology during your career? I was trying to hash this out myself today, and was having a hard time. It’s not fuel injection. My training started with fuel injection back in the early 70s (some European cars were injected in the 60s). It’s not DIS. We were using a form of that back in the 70s, on passenger cars as well as on drag cars. Probably computercontrolled transmissions (for better or worse) would be my vote for biggest change in technology. msog / 02-15-06 I’d have to say the biggest change in the industry would have to do with computer speed. Remember the old Chryslers that you’d feel the “glitch” and then, a minute later, the scanner would (or might not!) show it? New cars exchange information so much quicker and better. Instead of getting a code that has a couple of actuators and sensors in the circuit, there are now more codes with fewer variables. Mech1Warrior1 / 02-15-06 I’ve been a Ford tech all along, so some of the biggest changes for me were the introduction of fuel injection and computers. (Oh, the headaches trying to figure them out in the early years! Anyone remember the EEC I Versailles?) Another less-visible change was in the gasket materials we used. It’s nice not to have to chisel head gaskets off anymore. And the first four-speed automatic was a milestone also. The AOD long before it was an E. I even had the chance to meet the engineer who designed that one. That changed my opinion of some engineers. Canuck623 / 02-15-06

8 CANADIAN TECHNICIAN

Down draft carbs... (laugh out loud). But seriously, I’d have to say the proliferation of electronics and the car’s OBD system. Multiplexing and data transfer pop into my head, too. Electrical used to be starter and alternator... now it’s everything. And repair information has evolved a lot too. Who would have thought a PC would be part of my tool box? Carfixr / 02-15-06 Hey what about ABS braking? Never really understood why we needed that in the first place. What was wrong with pumping the brakes when the roads were slippery? All it did was make some people drive too fast for road conditions and have more accidents. Let’s just hope those same people know what metal-to-metal sounds like. (And its not a glitch with the ABS system, as one lady tried to tell me!) PopeyeW / 02-16-06 Definitely multiplexing and computing power. Now no single module is dedicated to a specific function (i.e.: cruise). I just finished training on the new Pontiac Solstice. The PCM on that vehicle performs three different fuel calculations simultaneously. It can switch seamlessly between them if a fault is detected. Remencin / 02-16-06 Automotive technology has moved forward a great deal in the past 50 years. When I started, there were still some horse-drawn wagons on the road. I have seen many changes—some good, some bad and some that words can’t even describe. I’d say the elimination of points is

the biggest change in technology. The rest is just add on. Relic / 02-16-06 Anyone who has driven their 60s muscle car over 100 mph will agree that the radial tire was a leap forward. But I think overall durability is the biggest change. We often get vehicles in here with over 400,000 km on them. We had one reach 795,000 on the original engine (tranny was done at 550,000 km). When I first got into the trade, we’d often condemn engines for low compression due to worn out rings. I have found that most of the failures I see now are due to low oil pressure from worn bearings, usually at a much higher mileage. There are many time-tested powertrains (Chrysler 3.3, GM 4.3) that, in my experience, have gone well beyond the call of duty. Pete / 02-20-06 Twelve-volt systems… Frontwheel drive... Engine longevity… And the huge pile of brackets and bolts and new hardware you find when you strip an engine out of a North American car! But the biggest change? Electronics. In the middle of my career I fixed photo copiers for a few years, and oddly now cars are a lot like photo copiers (laugh out loud). motorguy / 02-28-06

Join the discussion!

Log on to www.canadiantechnician.ca /forum and see what everyone’s talking about. If you’ve got an opinion to share,we’re looking forward to hearing it.

APRIL 2006

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Out

About

Working by their own rules Flat-rate techs write workplace guidelines designed to eliminate short-cuts and competition.

GETTING BETTER! not getting older...

By Allan Janssen Think flat rate creates a dog-eat-dog working environment? It doesn’t have to. Technicians at Northern Honda, in North Bay, Ont., found that their productivity and paycheques actually increased when they stopped working “every man for himself” and started acting as a team. Frustrated by poor or inaccurate notetaking on vehicle histories, and evidence of short-cuts on complicated jobs, the technicians agreed to draft some operational procedures and draw on each other’s strengths, rather than fly solo on every job. The results were dramatic. “Since we’ve started working as a team, even though we’re flat rate, all of our hours have gone up,” says technician Paul Summers. “We have happier customers, which means happier service advisors, which means less stress. We’ve found that by raising the bar we ended up making more money.” In order to get there, however, the five techs and one apprentice had to overcome some bad habits, developed over years of working in a highly competitive system. One of the biggest problems was an overuse of the “no-fault-found” notation on work orders. “Too often we just weren’t even looking for the complaint. It was too much work. We just automatically wrote ‘NFF.’ And that’s was a terrible way to describe the situation anyway, because customers can interpret that to mean the techs think they’re crazy, or lying, or stupid.” Worse, basic inspection points were sometimes ignored in order to save time. “We were all pointing fingers, thinking it was someone else,” says Summers. “It was getting to the point where it wasn’t a healthy work environment in the shop. So we sat down and talked about it.” The new guidelines, drafted by the technicians without any prompting or APRIL 2006

Paul Summers, a technician at Northern Honda in North Bay, Ont.

assistance from management, cover what constitutes a vehicle inspection, how findings should be communicated, and how urgent service items should be flagged. All work-order notes are now written in full sentences and, where possible, test results and scanner analysis are included so the customer can understand all the work that went into fixing their vehicle. In addition, the “no-fault-found” notation has been banned. Instead, every customer complaint is thoroughly investigated – by two techs if one can’t pinpoint it. “Everyone has their strengths and weaknesses,” Summers explains. “You call on someone who might be able to point you in the right direction faster. You might lose 10 or 15 minutes helping someone out, but you gain 10 or 15 minutes – or 45 minutes – when you get their help back on another job.” The cooperation has had a dramatic impact not only on productivity, but on technician morale, says fixed operations manager Terry Thomason. “This kind of cooperation helps everyone,” he says. “Ultimately, if the technicians enjoy what they’re doing and they take an interest in the business, they’re going to be more successful at it.” For more on this story, and an example of Northern Honda’s new guidelines, visit www.canadiantechnician.ca.

GIVE YOUR

CUSTOMERS AN INCENTIVE TO COME BACK. Monroe® is once again setting the pace in the ride control category with exciting, high-impact consumer promotions… Get ready to cash in on the Monroe “Celebrate Our 90th Anniversary” promotion which offers your customers a “Comeback Certificate” worth up to $90 back. Make your business Celebration Central by displaying the exciting point-of-sale materials. Contact your local Monroe representative for details. Promotion valid April 1 – May 31, 2006.

Supplier News Mobil 1 to be branded Official Motor Oil of NASCAR in Canada Imperial Oil says Mobil 1 will adopt the “Official Motor Oil of NASCAR” accreditation in Canadian markets, with NASCAR-related packaging and promotional materials. “We couldn’t be prouder to announce this marketing relationship with such a well known and respected global brand like Mobil,” said Odis Lloyd, NASCAR’s managing director automotive aftermarket.

Uni-Select to buy Acklands-Grainer out of joint venture Uni-Select has announced plans to purchase all of the shares held by Acklands-Grainger in their USI-AGI Prairies joint venture. USI-AGI was set up in 2002 as a joint venture, combining Uni-Select’s western division and AcklandsGrainger’s automotive aftermarket division. Grainger operates a network of nearly 600 branches, and 18 distribution centers. The Uni-Select network includes more than 2,000 independent jobbers and services more than 3,100 points of sale in Canada and the United States.

IMCO owners purchase Arvin/Maremont Arvin/Maremont purchased by Maremont, a manufacturer and supplier of full-line aftermarket exhaust products, has been acquired by Kenneth Banks and family, owners and operators of IMCO (International Muffler Company) located in Schulenburg, Tex. “We are moving forward under the Maremont umbrella of brands,” said Banks. “Customers who have been served with Arvin branded product will be transitioned to the Maremont brand in the future.” The business will be run by Banks and his sons Paul and Russell. All of the Maremont employees have been retained.

Web site combines exhaust sounds and information

DynoMax Performance Exhaust has created a fun and interactive web site with in-depth information about DynoMax performance exhaust systems, mufflers and accessories, coupled with flow comparison charts and other technical background. A “Sound Chamber” allows users to click on different applications to hear the sound of the exhaust system. The site also offers a dealer locator service, making it easy for visitors to find the nearest DynoMax supplier. To see the new web site, log onto www.dynomax.com.

12 CANADIAN TECHNICIAN

OUT & ABOUT

Post facts about right to repair, industry leader urges shops By Allan Janssen Business management trainer Bob Greenwood says it’s time to let Canadian motorists know what independent shops are up against when it comes to access to OEM repair information and tools. The president of E.K. Williams has compiled some salient facts on the issue that could be used for an open letter to consumers, posted in independent shops across the country. “Independent shops across Canada are under siege from the OEM and new car dealerships,” Greenwood writes. “It is time to inform the general public what is going on, but we must do it in a very professional way.” The fact sheet, which was part of Greenwood’s monthly newsletter, can be viewed or downloaded on his web site at www.ekw.ca. The newsletter is available, free of charge, to anyone. “I’ve been using this for a while now in my management training classes. It’s right in the manual. And my clients have had positive response from their customer base. So I thought, it’s time to get this out to the entire industry,” he told Canadian Technician magazine. He said a letter of explanation should be used as an educational tool for consumers, and should not come off as “whiney.” He’s encouraging shop owners to post it prominently or staple a copy to every repair order. “Just make sure you set up a process at the front counter to discuss it professionally. That means everyone in the business needs to know the facts and be able to speak about it.” Above all, he recommends that the letter be presented in a professional matter, preferably on a single page. “It is important to take the approach of explanation from your customer/client’s point of view. You are in business to serve them professionally and are very concerned about what is going on within our industry. You are supporting all political actions being taken… to resolve this issue,” he writes. “It is time to become pro-active on the Consumer Right to Repair issue. Let’s get on with the task at hand but ensure we approach it in our best professional manner.” Three-year-old Carly Leslie clearly takes after her dad, Richard Leslie, who works at Scotland Tire in Barrie, ON. He says Carly is the next Canadian Technician of the Year. She likes to dress up like daddy, in her own coveralls (rolled up at the sleeves and cuffs, of course) and help him in the garage.

Have an interesting picture to share? Send the to Eye Spy, c/o Canadian Technician, 451 Attwell Drive, Toronto, ON, M9W 5C4. Or e-mail your high-resolution image to the editor: ajanssen@canadiantechnician.ca

APRIL 2006

OUT & ABOUT

The wheel thing New technologies are driving some interesting new concept in tires.

Michelin’s new Tweel on an Audi A4. Flexible spokes are fused with a flexible wheel that deforms to absorb shock.

Bridgestone has recently announced its development of a “multi-air chamber” tire which has three separate chambers acting as pressure vessels. Meanwhile, Michelin is still working out new applications for its revolutionary airless “Tweel” – an integrated tire and wheel combination. Both companies say future developments will likely bring even greater changes to one of the oldest human inventions – the wheel. Bridgestone Corporation says its all-new type of tire contour with multiple air chambers, was born of extensive R&D efforts with a view to the future of tires. The inside of the tire consists of a main chamber in the center and sub-chambers on both sides. The air pressure in each of the chambers can be controlled independently, making it possible to adjust the stiffness balance between the tread area and the left and right sidewalls. The benefits include better contact with the road in any condition, and a more stable ride. Also, as the tire is divided into three parts, even if the air pressure in one chamber drops to 0kPa, caused by a nail puncture for instance, the remaining chambers will be able to support the weight of the tire for a specified distance. Bridgestone says it will continue developing the multi-air chamber tire for more practical use. For its part, Michelin unveiled Tweel last year as “a potential future for mobility.” It features a deceptively simple looking hub and spoke design that replaces the need for air pressure. The flexible spokes are fused with a flexible wheel that deforms to absorb shock and rebound with ease. Vertical stiffness (which primarily affects ride comfort) and lateral stiffness (which affects handling and cornering) can both be ‘tuned’ independently. A cutout of a conventional tire (left) Although currently available for eclectic and Bridgestone’s new multi-air chamapplications like the “iBOT” mobility device ber tire which features three air chamfor wheelchairs (which can climb stairs and bers with independent air pressure move across uneven terrain) and a concept controls. self-balancing vehicle made by Segway, Michelin is developing the Tweel for construction and military vehicles as well. An early prototype shows that Tweel could also be an option for passenger cars. A video shows Tweel in action on an Audi A4. APRIL 2006

Supplier News CIAA membership turns out for first annual general meeting Canadian Independent Automotive Association (CIAA) members met in Edmonton in February, for their first National Annual General Meeting. About half of the membership turned out for a day of presentations, and updates from representatives from a number of sponsoring companies, including Usi-Agi Prairies, RIFCO, and Wakefield Canada. Presentations where completed with a CIAA game plan delivered by executive director Art Wilderman, and a review of the group’s constitution and mission by president Dave Meunier (pictured).

AIA’s new ‘R2R’ coalition aims to building consensus More than 40 people met in Toronto recently to discuss the issue of access to diagnostic, repair and service information – the Consumer’s Right to Repair. The meeting, hosted by the Automotive Industries Association (AIA) of Canada, was convened to build a coalition of stakeholders. Meeting participants included representatives from automotive service provider and collision repair associations, the Canadian Automobile Association, the insurance industry, the Canadian Federation of Independent Business, Recyclers, Tire Associations and a number of AIA member companies. Chaired by CARQUEST Canada president Mike Riess, the meeting sought to update and inform a broad range of interested organizations and build consensus on a strategy to manage the issue.

Apprentices tied for WSI award

Warehouse Services Inc. has awarded the February winners of the Northern Alberta Institute of Technology’s “Highest Overall Achievement Award” for Second Year Automotive Apprentices. The award recognizes the hard work of the second-year automotive apprentices enrolled in the NAIT program. This term saw two apprentices tied for top spot. Pictured, Jim Fraser (center) presents the award to Arnold Viersen of Stephani Motors, in Barrhead, AB (left) and Nathan Darper of Westend Nissan in Edmonton, AB. Both winners receive an award plaque and tool set presented from WSI. For a list of pervious winners, visit www.wsionline.ca. Winners are listed under the “Specials and Promotions” section.

New address for Bosch in Canada Robert Bosch Inc. has moved to 6955 Creditview Rd, Mississauga, Ont., L5N 1R1. Phone and fax numbers remain the same. CANADIAN TECHNICIAN 1 3

Trackside

Hitting the four-cylinder circuit Winnipeg tech finds out mini-stock racing is big on thrills while being easy on the wallet. By Jamie Maudsley

Before his former boss purtag in the tens of thousands of dollars, a up the car.” chased a Grand Prix to race at Victory mini-stock contender can be more ecoJim has been working on fleet trucks Lane Speedway in Winnipeg, Man., Jim nomical than a go-kart. “The first year I lately. “We have some trucks that can’t Mulholland had never been to the race raced, I had a few sponsors, and the quite hold the weight of the tool boxes, track. only thing I bought out of pocket was a so I’ve come up with a frame to help After catching a bad dose of the racing $15 rim.” with that part of the load. All of the fabribug while wrenching on that car for a year From Monday to Friday, Jim can cating skills to do that project come from and a half, the licensed technician simply be found working on customers’ cars putting a roll cage in a race car, and had to have a race car of his very own. at Denray Tire in Winnipeg, and he learning where to put the weight and At the start of the 2001 racing season brings a wealth of knowledge back to the mount it to the frame. As for welding, I he took to the 4/10th-mile dirt track in shop with him after a weekend of racing. got most of my practice working on the his very own mini-stock, a 1988 race car.” Nissan Stanza. The mini-stocks run once or “I had an ’80 Trans-Am in the twice a week, Thursdays as part of garage that I was going to get Victory Lane Speedway’s normal around to fixing up, but the racing program and during the once-aidea seemed like much more fun,” month Enduro events that are 100 he says. “So I sold the car, bought laps long. a welder, got my first car, and had “I usually run well. We run near it ready to go to the track in about the front and have finished in the three weeks.” top-five in the championship points Jim says the mini-stock class before. I’ve only got two trowas perfect for him. phies…. so far,” he says. “The best “I’m still amazed to this day that part of it is getting out on the track. “I’m still amazed to this day that we’re able to redline a we’re able to redline a four-cylinder four-cylinder motor for an entire race, week after week,” It’s also become a tremendous fammotor for an entire race, week after says Jim Mulholland of Winnipeg, Man. ily activity. My race shop is just week,” he says. “We’re talking eight feet from the house, and my about motors with 150,000 or 200,000 kms “The difference between racing a father-in-law is my crew chief. My wife on them and we push them to the limit!” mini-stock and a late-model or modified Tara, and my girls Rori and Kamea all The mini-stock class consists of fourcar is huge. They race short block V-8s, come to the track whenever I race.” cylinder cars, and allows racers like Jim while I’m using stock four-cylinder With the 2006 season just around the to pursue his hobby without draining his motors, just like my customers’ cars. I’m corner, Jim is gearing up for another wallet. able to diagnose problems quicker at the summer of racing. And the dirt track “Everything in the car is stock, other track, because I’ve seen a lot of the probpilot insists he’s living by the age-old saythan the roll cage. That keeps the class lems at one place or the other. It’s also ing, “Dirt is for racing, asphalt is for getvery affordable,” he explains. “You’re helped me because of all the time I’ve ting there!” allowed to spend extra on safety measspent on the Internet, finding out what ures, but not on performance equipment. the common problems are with different Know someone who fixes cars during the I have put together quite the collection manufacturer’s motors, and of course, week and races during the weekend? over the years and have two race cars always looking for an edge when it Contact Jamie at jmaudsley@rocketand seven parts cars at my place.” comes to picking a race car out, mail.com. Maybe there’s a Trackside Compared to a late model with a price and getting hints on tuning and setting story there!

14 CANADIAN TECHNICIAN

APRIL 2006

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MANAGEMENT

S.O.S. Going for

GROSS

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.

Close your ‘emotional bank account’ and start charging your customers what you deserve to get.

u And, yo enance. t er n h i t a o m e each me for d , we se a car to e b l s i y i h l h w l a g ce in a feel re bringin n o I d e r : t . e y l r . n l a a . n l m st o r di r team . Mini Dear Ke ighbor ether f e socce n parts door ne er get tog the sam rk-up o a e n m W o he socc My next t o . y N . a l . l l kids p d deal. w it is m the d now a o e r n o h u a g t o t y e , u t v s o t know ho i ert got to g a pre ol conc I have he word ve him at scho Well, t So I gi el like e . f . s m e i I g h r d a g n ch chargin ters. A nostic eir bea No diag g me th n i labour. g n ! i e r are b oke her parents oing br . I’m g l a e d e sam - Erol

Dear Erol: I remember telling a friend years ago that I was planning to start my own repair shop. He said “Great! I’ll be able to get my car fixed for free.” I have to say I was less than thrilled with his commitment to helping my new business succeed. You see, friends sometimes think, “Hey, I’m a friend of yours; why would you charge me as much as someone else?” But that’s the wrong question. Actually, we should be saying, “I’m a friend of yours; why would you want to pay me less than you’d pay a complete stranger?” The problem is most of us want to be people pleasers. We have “approval addiction.” We’re caught up in a popularity contest, wanting people to like us. One day a fellow whom I knew pretty APRIL 2006

well came to my shop. His engine light was on, and he was concerned about driving it because he was headed out on a long trip. I hooked up my scanner and, as it turns out, the gas cap just needed to be put on properly. I could tell he was impressed. He asked how much he owed me, and I said, “Oh, don’t worry about it, I’ll catch you next time.” He said, “Come on, I have to give you something!” but I insisted it was OK and I walked back into the shop. The guy followed me in and said, “Here’s $20. Thanks again.” He put it on the counter and headed out the door. I literally ran out to the vehicle, threw the $20 through the window and said, “No really! It’s OK! I didn’t have to do much.” He thanked me and drove away. Later that very day, I was commenting to my wife how frustrated I was with the

business. I was having a hard time paying the bills. She asked me why I’d run after my friend and given him back his money. After all, I had earned it. I told her it was great PR. Her response was “Yeah, Profit Reduction!” She was right. I’ve become convinced that one of the biggest problems in our industry today as independent shops, is giving away our knowledge, experience, and time. For many years I blamed the way I did things on my customers, employees, vendors, the weather, the economy… you name it. I blamed anyone but me! Then I read a very convicting book called QBQ by John G Miller. “QBQ” stands for “the question behind the question.” He says you have to ask the right questions when something goes wrong in your business. CANADIAN TECHNICIAN 17

You see, if everything that goes wrong is someone else’s fault, you have a big problem, because you can’t fix it. Once you find a way to make it your fault, you can take control of the problem and fix it. If you get a chance to read QBQ, I highly recommend it. Look, I know it’s tough charging proper mark-up on parts to friends and neighbors. But it’s an important part of business success. Certainly it was a lesson I had to learn. Actually, it’s a little embarrassing to admit, but for the first several years as a shop owner, I didn’t even know how to mark up my parts properly. One of my customers, a business management trainer, once asked me what my gross profit on parts was. I said 30% because if I bought a part for $100, I’d sell it for $130. He said my math was wrong. I was marking it up 30%, but that meant my gross profit was only 23%. He could see I was confused, and he assured me that my confusion was costing me a lot of money. Mark-up and gross profit are not the same thing at all. In order to achieve 30% gross profit, I actually had to mark my parts up 43%. I’ll admit we had to spend the best part of an afternoon on this to make sure I understood the concept. Once I got the numbers straight, I realized I should have been aiming for 45-50% gross profit on my parts – less on the higher-priced parts and more on the lower-cost items, but it averages out to 45-50%. 18 CANADIAN TECHNICIAN

That’s called price matrixing, where you get a higher gross profit percentage on the lower-cost stuff and a lower gross profit percentage on higher-cost items. It’s how the business world works. When I buy a cup of coffee, it’s only a couple of dollars, but that business is getting a really high gross profit percentage (maybe 90%). However, when I buy a new car, even though it costs a lot more, the percentage the dealership gets is probably closer to 7%. My customer built me a simple parts matrix/pricing spreadsheet (I’m attaching it for you) which helped save my business. You’ll see that the gross profit you get on a part depends on how much you originally paid for it. For example: Under $3 80% $3.01 - $8 75% $8.01 - $12 70% $12.01 - $25 65% $25.01 - $35 60% $35.01 - $45 55% $45.01 - $50 50% $50.01 - $250 45% $250.01 - $500 40% $500.01 - $1,300 35% $1,300.01 and up 30% So, for example, if you buy a part for $99.95, you should be selling it for $181.73 (45% gross profit). If the part costs $20, you should be getting $57.14 (65% gross profit). And if it costs $4.95, you should get $19.80 (75% gross profit). The nice thing about this spreadsheet is that you simply enter how much you

paid for a part and it instantly shows the correct selling price. If you want me to send it to anybody else, have them send me an e-mail at kellythecoach@aol.com. Prior to using this simple new pricing system I’d simply been marking things up a mere 30% or taking the “path of least resistance” by using the price list from my supplier. Either way, it was way too little gross profit to pay all of my bills and expenses. The real issue here, Erol, is how much do we allow emotion to control how we run our business. Are you in this business to make money, or just to see how many people you can please? I’ve had my share of customers who accuse me of just being in business “to make money.” My response? I say, “Oh no, I’m in business to help needy children.” When they say, “Really?” I say, “Yeah… I have three of them at home!” Always remember why you’re doing what you are doing. Your business is not a hobby for you, and it’s not a charity either. Once I saw what my ‘people pleasing’ mentality was doing to my business, I had to make a tough decision to close the emotional bank account. Having undergone a radical ‘emotion-ectomy’ I now get paid properly for my hard work. It allows me to pay all the bills and take care of my family. Learn this lesson early, Erol, and you’ll save yourself a whole lot of grief. Hey look, I gotta go. You remember Scott, our apprentice? Well, it’s his birthday and we’re just ready to throw him a little party. And, for the record, these little parties aren’t quite the same without you. No one else stands on a chair and sings “I Did It My Way” quite the way you did! Hope you keep up the tradition at your own shop! As always, Erol, I’m only an e-mail away. – Kelly Kelly Bennett is a certified management trainer with 14 years experience coaching automotive repair shop owners. You can reach him at kellythecoach@aol.com.

APRIL 2006

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Whatever it takes Customers are king at Tony’s Academy Auto Service, a growing franchise in Winnipeg. By Allan Janssen

ony Pesce loves coming to work. Since becoming a shop owner at the tender age of 19, he has poured everything he has into his business – Tony’s Academy Auto Service in Winnipeg, Man. “I was so driven. I just wanted to do well,” he says. “I love to come in. I look forward to it, even on Saturdays when I should be at home. Or when I should be on holiday. If you don’t like what you do, you’re not going to succeed.” He started in 1979 at a two-pump Shell gas station with one repair bay and a car wash, working long hours, seven days a week, and driving a tow truck at night to bring in the next day’s work. “It was crazy,” he says. “I don’t think I took a day off for about two years.” It paid off, though. Tony’s Academy is now a chain of five automotive repair shops, known and trusted throughout the city. Tony has even been able to take a small step back from the business by franchising two of the shops. Purchased by their managers, they are now operated independently, but under his corporate name and Tony and Mary Pesce at their Academy Road location – the first in what has become a franchise chain of automotive service shops in Winnipeg, Man.

APRIL 2006

CANADIAN TECHNICIAN 23

Pre-apprentice Anthony Pesce does an undercar check on a Toyota Tercel that came in with an exhaust rattle. He’ll be taking a full year of automotive electronics next year.

according to his corporate standards. The success of the business, he insists, boils down to one thing: customer service. “Service is the key to building a loyal customer list. We always go above and beyond expectations. That’s how we started, and we still do that,” he says. “If there’s even the slightest issue, we make it right.” He tells of one woman who pointed out that a technician had left dirt on her steering wheel. Tony didn’t hesitate to give her an $80 voucher for a complete shampoo and detailing. “The spin off is she tells her friends that she was taken care of. It becomes a story she can tell.” The company has built such a reputation in Winnipeg that it has become a recognizable brand. And that’s what made it possible to franchise the operation. “My accountant came up with this idea several years ago and I finally got to the point where I thought it was a good move for the company,” says Tony, who has become used to the constant challenges and demands of rapid growth. Ever wary of being subject to the whims of landlords, he resolved early in his career to own his own place. In 1983, he left the first location where he was just a tenant, to own his own building – a troubled gas station on Academy Road. 24 CANADIAN TECHNICIAN

He bought it for a bargain-basement price, and continued selling fuel there for five years while he developed his repair business. He believed offering premium customer service would ensure continued growth – and it did. He developed an incredibly loyal client list, and exceptional word of mouth. To get the kind of business tools that as an independent he otherwise wouldn’t have access to (things like a North America-wide warranty, rebates on parts purchases, and training) he opted to fly the Autopro banner. “I have a phenomenal relationship with NAPA,” he says. “I can’t see myself switching to another brand. My first call is always to NAPA because of what they’ve done for me and what they’ve allowed me to do for my customer.” His wife, Mary, who looks after the paperwork, found herself busier and busier over the first decade as the operation grew. Eventually the little shop was busting at the seams. Something had to give. They started a second location with Mary’s brother Joe – called “Tony and Joe’s – about three kilometers away. Again, it was built on tireless customer service and it was not long before it too was full to capacity. So Tony started a third location in 1998… and a fourth in 2000… and a fifth in 2002. Each time, it was in a struggling

or derelict building – many of them in receivership. “Every business we’ve taken over has been in receivership. I’ve been at an auction sale for every place we took over,” he points out. Each expansion of the business gave Tony a bigger and more highly skilled workforce. He was able to shuffle cars from one shop to another to increase throughput and allow certain of his 17 technicians to indulge their specialties in particular makes or models. “I give full credit to the techs in my shops because they’re extremely busy and I demand an awful lot from them. And the nice part is they really come through for me. I’m very impressed with my techs.” As for the future workforce, he’s a strong believer in the apprenticeship program, developing new talent, and keeping a constant eye out for rising stars. “The guys who read trade magazines and manuals at night, or who go to repair sites on the Internet during their lunch, those are the guys who are making a career for themselves,” he says. “They are my future.” Each location serves a unique market. The downtown shop, for example, serves businesspeople from all over the area. The Chevrier Street location is in the heart of Winnipeg’s industrial area, and has become the fleet leader. The Henderson Road location is in a commercial/residential area with lots of traffic. The key to each location’s success was the people he put in place to run the shops. He attracted talented managers from the city’s best-run dealerships and franchises like Goodyear, Midas, Speedy, and Fountain Tire. For years, Mary handled all of the accounting at head office (the first location on Academy) which offered Tony an excellent way to keep in touch with his growing business. He also used a computer networking program that allowed him to see ongoing work orders at each APRIL 2006

“There’s no doubt the business is getting more and more challenging. But if we keep our technicians trained and our shops equipped, we’re still in the game.”

Top: Journeyman Adam Taplin replaces an idler pulley on a 1993 Voyager. Bottom: Licensed technician Graham Hagues tackles a power steering problem on a 1997 Cutlas Sierra.

location in real time. By 2005, the timing seemed right to franchise a couple of the stores. “We were doing very decent numbers and I had the right people in place,” he says. And so far the new business model has worked extremely smoothly. To keep things going in the right direction, the managers have regular meetings to stay on the same track on pricing, customer service, community work, and advertising. Tony’s not done, though. He still has a few deals up his sleeve, some of them very ambitious. He would like open two more stores in Winnipeg over the next three years and, ultimately, get an auto mall going with various services, from rental, to bodywork, to detailing, to mechanical, to parts sales. His son, Anthony, now 18, works at the Academy Road location part time as a pre-apprentice. But to ensure that he’s APRIL 2006

ready to handle the next generation of automotive repairs, he’ll be taking a full year course on automotive electrical and electronics, before entering the trade full time as an apprentice. “He may not want to be a tech all his life, but he knows how important it is to be knowledgeable about vehicle electronics,” says Tony. The future is not scary to him, as it seems to be to some shop owners. “When I listen to people in this industry bemoaning the problems we independents face, I always think well, why don’t we do something about it.” He’s a member of the fledgling Canadian Independent Automotive Association (CIAA) and thinks more people to get in on that. “CIAA gives me a national voice. There are lots of issues in this industry that, as a single shop owner, I can’t do

anything about. I’m just a single voice. Am I going to go to parliament by myself? CIAA offers us real national representation but we need more people to support it. We need more people to get on board,” he says. “There’s no doubt the business is getting more and more challenging. But if we keep our technicians trained and our shops equipped, we’re still in the game.” Troy Goldstone, manager at the Academy Road location, says Tony is remarkably forward-thinking. “When I first came here, I was surprised to see how progressive an independent shop could be,” he says. “When people talk about not being able to make a living in this business, it’s hard to relate. We’re investing to make sure that we can continue to meet the needs and expectations of our customers.” Again it comes down to customer service, he says. Issues must be resolved immediately and to the customer’s satisfaction, even if it wasn’t their fault. “We call it the cost of doing business. We’ll pick the customer up if we have to, and if he needs a ride somewhere we’ll get him a car. Whatever it takes to make them happy, we’ll do it. We’ve got three generations of some families coming to us. Now that’s loyalty.” John Singleton, a customer in the reception area at the Academy Road location overhears the conversation and can’t help but agree. He can’t say enough about Tony and his crew. “They look after us properly,” he says. “I’ve been coming to Tony for seven years and I trust him completely. I send every one of my friends to him. He simply does it right.” CANADIAN TECHNICIAN 25

The spring package Six ways to make sure your customerâ€™s happy when his vehicle is ready for summer. By Rick Cogbill

Owner/manager Brian Tameling of Tameling Tire & Auto Service Ltd. in Summerland, B.C. makes good relationships with his customers a top priority, and as a result, his parking lot is rarely empty, even on a Saturday.

26 CANADIAN TECHNICIAN

APRIL 2006

inter is past; the rush for spring maintenance is on; and you’ve got the feeling that you’ve been here before! The check-list is well-thumbed: ● Belts & Hoses – Check for signs of wear, damage, and misalignment. But just as importantly, check the hardware that goes with it, paying special attention to tensioners and pulleys which, if overlooked, can cause comebacks. ● Wire sets – They may look good on the outside, but breaking down under load. Run the engine with the hood partly closed to check for arcing at either end of the wires. Spraying with water will also promote arcing through weak insulation. For a definitive test of functionality, use an ignition oscilloscope. ● Spark plugs and O2 sensors – When plugs are worn or fouled, replace the whole set, not just one. Plug erosion and the resultant increase in electrode gap increases the likelihood of misfire. Follow replacement recommendations. When it comes to O2 sensors, there are a number of problem indicators, including failed emissions test (high CO or HC, typically), damaged catalytic converter, poor fuel mileage, rough idling, fouled plugs, and sluggish performance. ● Brakes – In addition to the obvious visual inspection points, check all hardware like caliper guides and parking brake cable, and lubricate wear appropriate. Also, inspect the condition of the brake fluid, and check for signs of corrosion throughout the system. ● Air conditioning components – Function testing is the most obvious place to start. Does it cool the cabin quickly is the most important consideration for your customer. But a thorough visual inspection of major components will also alert you to potential problems. Routine procedures like this are the meat-and-potatoes of a spring tune-up… but getting customers into the shop in the first place can be a challenge. Selling spring packages can be a creative endeavor. You just have to start thinking like a customer. The first thing to ask yourself is why are they coming to you? Lots of shops are scrambling for that same maintenance dollar, and what you’re selling is the same as the next guy. The difference APRIL 2006

comes in how you package it and sell it. Motorists need to feel confident with their technician as a person, not just with their skill. The old saying holds true: ‘People don’t care how much you know until they know how much you care.’ They need to feel that you have their best interests at heart, and the only way to communicate that intent is to spend time with your customers. Consider the following scenario. Customer ‘Bob’ drops his vehicle off for a spring tune-up. The shop is overbooked, so you call a taxi to take Bob to work. The technician is handed a repair order and a set of keys, and told to hurry up because six more vehicles are waiting outside. After a quick inspection, he replaces a few parts, does a quick test drive and moves on to car number two. Bob returns after a hard day at the office and asks, “Any problems with my car?” The service writer searches through a pile of paper for the technician’s greasy copy of the repair order, looks for any notations and sees none. “Nope,” he replies with a shrug. “Everything’s fine. That’ll be $150.” No wonder customers leave disgruntled, even if the car runs well. They’ve been treated like a number, and when fall comes around there’s good chance they’ll decide to shop around. Nothing makes a customer sing your praises more than personal service. Maybe it’s time to book less and spend more time with each customer. It’s a radical approach, but it can work. Here are six ways to personalize your service while increasing your profit per job:

Drive the customer home yourself. On the way, you’ll notice half a dozen things that Bob’s been ignoring, but need attention. Point them out in casual conversation and you’ll find yourself with enough work to fill out your morning.

Make sure Bob is greeted and acknowledged the moment he comes in your front door, because nobody likes to be ignored. Too busy to do that? Then start spacing out your appointments so that each customer gets a sense of personal service.

Always ask for more. People are busy too, and don’t always remember everything they want done. In the case of a spring service, simple questions like, “Are the wiper blades working well? Did you hit any curbs or potholes last winter?” will bring add-on sales that you wouldn’t have gotten otherwise. Remember as well that motorists don’t look forward to car service time; it’s inconvenient to their day, no matter how nice you are. If they can get it all done in one trip, they’ll be happier campers.

Add the personal touches. A quick vacuum, a clean windshield, even a free car wash will do wonders for your repeat business. Customers have been known to comment, “I must be due for service; my car needs vacuuming!” Whether it’s a $2 bottle of fuel conditioner or a free tire rotation, do it – and tell them you did it – and your customer will be telling others about you.

Book ahead. Create a service file on each customer and decide what work needs to be done right now and what can wait until later. Then ask if you can book an appointment for them in three months to do that extra work. Most will say yes, and if you include reminder cards or phone calls, you’ll have steady work booked for months in advance.

Hold the line with absolute integrity. If the job is worth so much, then stick to your guns and resist the urge to discount. You’re selling your own expertise, not a price point. On the other hand, if you make a mistake in diagnosis or botch a repair, then make it good, no matter what the cost. The most successful shops out there admit that they’re generally in the higher price range, but that their reputation for good work has created a solid client base. Can this work? Absolutely, but you have to build it one customer at a time, on a foundation of good business practices. When the majority of your customers can hand you the keys and say, “Just fix it!” you’ll be back to enjoying the business you love. CANADIAN TECHNICIAN 27

Exhaust FAQ A collection of queries from undercar training sessions.

What constitutes a proper exhaust inspection?

A visual inspection needs to run the complete length of the exhaust system, from front to back, engine to tailpipe. Obviously the larger holes in pipes and muffler will be easily spotted. But smaller holes may not cause a noticeable increase in noise at idle or may be masked by larger holes nearby. Use a mirror to inspect hidden areas and a stethoscope to give best results with smaller holes or blocked areas like behind heat shields. Always be on the look-out for black carbon residue which is a classic symptom of a leak. All hardware should also get the once-over as well, checking particularly for missing or loose bolts. Things like broken motor mounts can have a profound impact on the position of pipes, causing cracking of pipes and strange noises like squeaks, buzzing, or droning.

Never underestimate the value of a little penetrating oil. There are lots on the market – find one that works on the type of cars you see in the shop. For extremely tough nuts, try using a slightly smaller socket than what’s normally called for to get that extra grip. Otherwise torching them red hot before attempting to turn them can help. You might have to resort to cutting a corroded nut off a good stud – a little practice makes perfect.

Where are the most common leak points in an exhaust system?

The biggest problem areas are typically where components meet, especially those with differing metals. The obvious spots are where pipes mate with the muffler, resonator, and converter. The metal seams in components like mufflers, resonators and converters can also attract trouble. And anywhere that pipes join together. Also pay special attention to the hump in the exhaust pipe where it goes over the rear axle. Cracks or damage can often be found there.

What about inspecting catalytic converters?

It’s said that catalytic converters never die of old age…they’re

28 CANADIAN TECHNICIAN

What’s the best way to handle rusted nuts and bolts?

always murdered. A failed catalytic converter should only be replaced after the root cause of the failure has been properly diagnosed. In most instances, an inefficient converter is the result of an upstream engine problem or fuel-management concern. Replacing the cat in these instances will usually only result in a temporary emissions improvement, remaining effective only until the replacement converter is damaged by the same circumstances suffered by the original. For example, an inoperative oxygen sensor can lead to an extreme lean condition which, in turn, floods the catalyst with oxygen, preventing the rhodium bed from effectively reacting with the NOx gases.

Sometimes heat shields seem superfluous or are simply in the way. Can they be removed?

Temporarily, sure. But they should always be replaced before the car is released. They’re there for a reason. Sometimes you can’t be sure what they’re protecting but heat can play havoc with brake lines, fuel lines and other system components. They may be annoying but try to work around them.

What’s the most common reason for muffler failure?

Internal corrosion. Mufflers usually rust through from the inside out because of moisture and acids in the exhaust system. Sulfuric acid is the byproduct of mixing sulfur (found in gasoline), hydrogen and oxygen. Short trips are especially tough on exhaust systems because operating temperatures are not reached quickly enough or sustained long enough to burn off the acids and moisture. This is especially true for mufflers behind the rear axle which run cooler.

What’s the difference between universal and direct-fit mufflers?

A universal-fit muffler sometimes requires extra links to make it fit properly on the car. And, remember, the main corrosion and damage areas in exhaust systems are wear components come together. Using one piece instead of two is going to eliminate a joint. Generally speaking, direct-fit mufflers are easier to install, and maintain the original look of the system. Still, some applications can really benefit from an aftermarket universal-fit muffler which addresses sound and performance issues.

APRIL 2006

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See them at: www.canbuilt.com Call your local Parts Supplier or Canbuilt Equipment

1-888-607-2926 • 416-749-6555 ®

www.canbuilt.com • sales@canbuilt.com

CANADIAN TECHNICIAN 31

Bobby Labonte,® #18® and Interstate® Batteries are licensed under authority of Joe Gibbs Racing, Huntersville, NC.

500 miles at 7,000 RPMs is no sweat for the toughest filter in the business. And with all the support the WIX family of filters get with NASCAR and a national advertising campaign, selling them should be no sweat either. So maybe the question should be “Anybody want to sell 500 more?” To find out how we can jack-up your sales, go to wixfilters.com. WIX FILTERS - 1035 INDUSTRIAL ROAD, AYR, ON NOB IEO – TEL.: (519) 622-4545 - FAX: (519) 622-4269

CANBUILT Reference software The Scan Tool Companion, a new reference program from Carley Software, is described as a quick reference guide to OnBoard Diagnostics II. Suitable for use with any scan tool or scanner software, Scan Tool Companion is designed for Windows 95/98/ME/XP. It covers all aspects of troubleshooting OBD II systems on late-model domestic and import vehicles with any scan tool. It offers advanced OBD II troubleshooting help with diagnostic tips by type of code or symptom. The Advanced Diagnostic section lists the most likely causes of specific fault codes, telling you what to check, and what PIDS (data parameters) you need to look at with your scan tool to identify the fault. It’s like having an expert technician at your fingertips to help with your diagnosis. There’s even information on Mode 06 diagnostics, what it is, and how to access and use it. Carley Software – For more info, go to www.aptmag.ca/producs/35801

ECMs and PCMs Delphi has launched a new line of remanufactured Engine Control Modules (ECMs) and Powertrain Control Modules (PCMs) for the independent aftermarket. Delphi’s remanufactured ECM and PCM line of 66 part numbers is now available for many car and light truck OBD II applications across model years 1996 through 2005. The product line will be expanded later this spring to include additional models and coverage for OBDI (1990 – 1995) control module applications. The ECM/PCM offering features late model coverage and will be supported by a special technical assistance hotline to address diagnostic questions through Delphi’s Service Solutions team. Delphi – For more info, go to www.aptmag.ca/products/35703

Epoxy syringe J-B Weld has introduced its Mini Clear Epoxy Syringe (Part No. 8212-S), ideal for metal, antique wood, plastic, ceramic, glass. It can be used for almost any bike or automotive surface. J-B Mini hardens fast within five minutes so you can get back on the road. The nozzle, designed for one-time use only, delivers a no-fuss dispense and mix formula in a package measuring only 0.2 fluid ounces. It fits right into your pocket or glove box. JB Weld – For more info, go to www.aptmag.ca/products/35201

THE PANTHER HEADLIGHT AIMER Headlight Aiming MADE EASY! Compact Design, Fast & Simple Operation • Easy to understand, setup and use in any bay Accurately Checks Aim for ALL Headlights • ALL Vehicles, ALL Models, ALL Years

10 Minute Complete Headlight Alignment

DOT APPROVED for all vehicles

Precision ground Optical GLASS Lens • Not affected by: UV, Direct Sunlight, Overspray or Airborne solvents Your NEW Profit Centre: Average $39.95 charge for a 10 minute Alignment! Aimer Presentation and Operation manuals available at: www.canbuilt.com

DEMO ONLINE AT www.canbuilt.com Model OPT-5405 Optical Headlight Aimer

For a Limited Time: FREE WITH PURCHASE: 1 of -Aimer protective cover - $34.95 Value 2 of -Headlight Resurfacer/Restorer Kit - $79.90 Value Over $115.00 in Savings !

Limited Time Special: $899.00

PLASTIC & HEADLIGHT RECONDITIONER / PROTECTOR

YOUR OPTIONS: REPLACE OR RESTORE BEFORE

AFTER

Tahoe suspension system Rancho has developed the aftermarket’s first performance suspension system for 2007 Chevrolet Tahoe/GMC Yukon models, enabling vehicle owners to upgrade to 35-inch tires on 20-inch wheels while delivering strength and stability through the brand’s high-clearance one-piece subframe. As with all Rancho suspensions, the Tahoe/Yukon system was carefully engineered to maintain optimal steering geometry for fast, easy alignment, zero bump steer and unsurpassed ride quality. Tenneco – For more info, go to www.aptmag.ca/products/33908 APRIL 2006

Average Headlight Replacement cost $ 150.00 ea. & up

• Cleans / restores multiple vehicles • • • •

Easy 2 step application • Clear lenses in minutes Long term, Shine restorer / UV protective coating NON HAZARDOUS - Environment friendly Item # HRC-1500 MFSRP: $39.95

Call your local Parts Supplier or Canbuilt Equipment 1-888-607-2926 • 416-749-6555 www.canbuilt.com • sales@canbuilt.com CANADIAN TECHNICIAN 33

DEALERS WANTED Flash tool

Great profit margins...Easy to install Point of Purchase packaging Increase SAFETY & HANDLING Decrease SAG, BODY ROLL, WHEEL HOP

un F MPobility roducts

18303 - 107 Avenue, Edmonton T5S 1K4

ph: (780) 484-7973 fax: (780) 484-8238 e-mail: info@funmobilityproducts.com

www.funmobilityproducts.com

Introducing

Completely Automotive A Job Search Site Geared Specifically to the Retail Automotive Industry Job Searches • Post a Job • Dealer Tips

www.completelyautomotive.com

On The Road To A Better World

Protecting Our Environment with HFC 134a Cross blend refrigerants may cause harmful system contamination. The mobile air conditioning industry has chosen HFC 134a, the only pure refrigerant, as the leading candidate to replace R12. Arkema is a leading supplier of HFC 134a. We can help you…and the environment. We believe we are on the right road to a better world. For more information on the availability of HFC 134a call:

Arkema Canada Inc. Fluorochemicals Group 1-800-567-5726

www.arkemagroup.ca

34 CANADIAN TECHNICIAN

Delphi has announced the immediate availability of its J2534 ECM Flash Tool to provide extremely user-friendly on-board or off-board programming of ECM/PCMs for GM, Ford and Chrysler applications. A unique wizard feature simplifies and speeds the flash process, as well as providing important relearn capabilities. The system is capable of also accomplishing on-vehicle engine control module programming for Toyota applications. With optional scan tool software integration, the Delphi J2534 Flash Tool can be used as a fully bi-directional enhanced scan device. A wireless-to-the-PC option enables use of any in-place shop or office PC. Delphi – For more info, go to www.aptmag.ca/products/35802

Lift accessory kit Rotary has introduced a thread-up adapter accessory kit for its SPO12 two-post surface lift. The new FJ6200 adapters can be used by themselves on the lift arms or in conjunction with stackable adapters. The FJ6200 adapter kit offers 2-3/4” of incremental adjustment. The adapter is raised or lowered by twisting, making very fine height adjustments possible. The SPO12 two-post lift comes standard with four 4” stackable adapters and two 8” stackable adapters. The optional FJ6200 thread-up adapter can be used with these or the optional 3-1/2 or 5” stackable adapters. A 2-1/2” stackable adapter is also available for the SPO12. Rotary – For more info, go to www.aptmag.ca/products/35403

Emission control Tenneco will introduce 575 additional part numbers to its Walker and DynoMax aftermarket emission control product lines this month. The new product SKUs – ranging from catback exhaust systems to direct-fit catalytic converters and premium muffler assemblies – will increase Tenneco’s exhaust coverage to more than 92 percent of the North American passenger car population. Among the new Walker products are 123 direct-fit catalytic converters, 102 Quiet-Flow3 direct-fit mufflers and assemblies, 75 SoundFX mufflers, and 35 resonator assemblies. Tenneco – For more info, go to www.aptmag.ca/products/35704

Thermometers TIF has announced the availability of a new family of professional IR Thermometers. The TIF 7620, TIF 7612 and TIF 7610 are easy to use. Simply point at a desired target, and press the trigger button for an accurate temperature reading. The TIF IR Thermometers feature SoC (System-on-a-Chip) technology, which allows the complete IR design to be incorporated inside of a single chip, reducing space and creating compact, light weight units. They also feature an innovative optical lens with high accuracy measurements of a wide range of temperatures, and the laser pointer makes it easy to define the target area to be measured. SPX – For more info, go to www.aptmag.ca/products/32806 APRIL 2006

12 13 17 18 19 22 23

ACROSS

6 7

1 3 7 9

April 06

AUTO PUZZLE

DOWN

Confound. Four-star _________; quality assessment. What tourists are doing. An electronic occurrence that can be observed and recorded by a scan tool. Transverse shafts or beams on which wheels are mounted. Love. To rest on the surface of a liquid. Drill _______; a vertical drill often used for machine work. Complain. Can be detached. In a straight line. One of the most common hand tools.

1 2 4 5 6

7 8 10 11 14 15 16 20 21

Safety system. Distant. Large measure of weight. Lubricating substance. ______ test; operating test carried out on an engine or component that has been removed from the vehicle. Measure of tire’s use. To coat iron or steel with rust-resistant zinc. Air-filled wheel coverings. Permit. Circular pattern. _____ cylinder; controlled by a master cylinder. State of well-being. ‘Twas the night before Christmas. Brand of jeans, for a while it rivaled “Levi”as most common on the school yard.

Answers to previous crossword puzzles are posted on our website at www.canadiantechnician.ca

Win 100! $

Add More Life To Your Car Havoline® has entered a new century of adding more life to your car. Moving forward, we will continue to embrace vital new technology that translates into value-added solutions for your business.We’re looking towards the future, but we’ll never outgrow the world-class performance and solid technical expertise that got us here in the first place. For more information call 1 800 465-2772 or visit www.Havoline.com

Send your solved puzzle to Canadian Technician.We’ll draw a winner on June 17, 2006.Send to 451 Attwell Drive,Toronto, ON M9W 5C4.Or fax to 416-614-2781.

Name: Workplace: Work address: Phone:

email:

Question of the Month: Do you install customer-supplied parts? Why or why not?

Lift points brochure

Refrigerant identifier

The Automotive Lift Institute has made available its new “Vehicle Lifting Points for FrameEngaging Lifts.” This updated guide is a quickreference singlesource manual for lifting point information as recommended by the vehicle manufacturers. The 60-page booklet uses over 200 undercarriage images to cover the most recent 20 model years, both domestic and import vehicles. For this new edition, the 2006 model year vehicles were added, some older images were revised, and additional cautionary notes were provided in an effort to clarify pick-up point locations. Cost is US$10. ALI – For more info, go to www.aptmag.ca/products/35402

Neutronics Refrigerant Analysis offers its new Ultima ID Refrigerant Identifier to automotive shops as the first line tool for safe and profitable mobile AC service. It can help prevent the contamination of a shop’s 134a supply, damage and warranty loss on recovery equipment, lost service profits, and even risk of injury. The Neutronics Ultima ID uses Neutronics leading edge infrared refrigerant gas analysis technology and exclusive “Blend ID” software. It’s ergonomically designed, simple to use, and has an extra large, easy to read LCD display. There is also an optional built-in printer that creates a test receipt. An optional internal battery makes the unit portable. Neutronics – For more info, go to www.aptmag.ca/products/35404

Retrofit lighting kit

Need CARB & EPA approved Converters? Just ask Malcolm.

UltraFit wants you to sell more catalytic converters. UltraFit has a full line of direct and universal fit, stainless steel body catalytic converters that replace OE in a snap.

DISTRIBUTOR INQUIRIES

888-340-5643 ultrafitexhaust.com

36 CANADIAN TECHNICIAN

Hella has developed the DynaView Evo2 retrofit lighting that bends as drivers turn their vehicles. The system enhances nighttime driving, making it possible to see better when heading into dark curves. The DynaView Evo2 system combines both the safety functions of cornering lights and fog lamp in a compact, round auxiliary set of lamps which can be retrofitted to any passenger car, offroad vehicle or mobile home. The system includes two lamps and a transverse acceleration sensor – for yaw rate – which detects the vehicle’s movement through turns. Hella – For more info, go to www.aptmag.ca/products/32507

Tire changer The Hunter TCX550 Automatic Swing-Arm Changer includes operational features familiar to most technicians and a patented Bead Press System to help easily service everything from simple steel wheels to difficult runflats or low-profile tires mounted on oversized alloy wheels. The automatic swing-arm design eliminates repositioning. The tabletop clamping system easily handles 12” to 28” wheels safely. The table design allows easy

access to the bottom bead while ensuring rigidity for large diameter wheels. And the powerful motor and unique two-speed drive system operates at a low speed with increased torque to prevent damage to wheels and tire beads when servicing tough combinations. Hunter – For more info, go to www.aptmag.ca/products/32412

Enhanced suspension Load Hog Helper Springs work in conjunction with the existing springs, making them one of the strongest and most effective suspension aids available today. Load Hog Helper Springs consist of a quarterelliptical leaf spring that is shackled via U-bolts and cross plates to the top of the rear half of the existing leaf springs. The inner end of the helper spring is rigidly shackled to “dead” area of spring near the differential. The outer end is shackled near the existing spring shackle forming an adjustable link that can be set for any application. Unlike other products that work independently of the main spring pack, Load Hogs clamps onto the existing springs forming an integral part of those springs. Fun Mobility – For more info, go to www.aptmag.ca/products/35104

Back-up sensor The ultrasonic sensors on the Sondar back-up system from Fun Mobilitiy detect objects, like protective posts, parking meters, and other vehicles. Drivers can safely and comfortably steer their vehicles, avoiding unexpected contacts. Sondar is a safety feature for many kinds of people: those who are not accustomed to backing-up, beginning drivers, senior citizens, and anyone who experiences difficulty backing-up in places like driveways and parking lots. An LED indicates whether an object is on the left or right side of the vehicle, and three different alarm sounds activate, depending on the distance between the vehicle and the object. Fun Mobility – For more info, go to www.aptmag.ca/products/35106 APRIL 2006

continued from page 38 Our prospective Canadian idol sighed heavily. “Ellie despises me more than ever.” “Oh,” said Quigley. “No music at the gym either?” “Actually, there was. It was coming from her gym bag in the back seat. Ellie works out with a portable radio and earphones, but sometimes she forgets to turn it off after a session.” Tooner scratched his head. “Then how come we don’t hear it when the car’s in the shop?” Beanie shrugged. “She listens to that radio station in Wexley. By the time she gets up to our place, the signal fades out.” “You solved the problem; so why the long face?” Beanie grimaced. “Because it suits my big mouth! Ellie said that surely she would know if her radio wasn’t turned off, and I replied that everybody has a blonde moment now and then, so…” “Yikes!” said Quigley for the second time. “Kid, you’ve got a lot to learn about women.” But a week later a box of donuts appeared at our front counter, complete with a small toy radio inside. “Not bad,” mumbled Tooner as he stuffed another chocolate cream into his mouth. “Looks like Beanie has been forgiven.” “Not only that,” I said, reaching for a Long John. “It turns out that Ellie is a bigtime Beach Boys fan. She went with Beanie to his talent show.” Basil raised his eyebrows. “That must have made his day.” “Just listen,” I said, opening the door to the shop where Beanie was once again harmonizing with the brake lathe. “ROUND, ROUND, GET AROUND… I GET AROUND!” Special thanks to Fred Key, “owner, technician, custodian and chief bottle washer” at Key Imports Ltd. in Abbotsford B.C. for this month’s technical solution. Solved a tricky shop problem lately? Think it would make a good story for The Car Side? Contact Rick at rick.cogbill@shawcable.com APRIL 2006

ADVERTISER INDEX Page

Website Address

Phone

Arkema Canada 700 Third Line Oakville, ON L6J 5A3

Advertiser

www.arkemagroup.com

1-800-567-5726

Automotive Industries Association of Canada 1272 Wellington St.W. Ottawa, ON K1Y 3A7

www.aiacanada.com

1-800-808-2920

31,33

www.canbuilt.com

416-749-6555 1-888-607-2926

www.carquest.ca

Contact local rep

9,35

www.texacohavoline42.com

1-800-465-2772

Completely Automotive

www.completelyautomotive.com

Visit out website

Delphi Product and Service Solutions 1441 West Long Lake Road Mail Code 480.415.307 Troy, MI 48098

www.delphi.com

1-877-GO-DELPHI

Fun Mobility 18303-107 Avenue Edmonton AB T5S 1K4

www.funmobilityproducts.com

1-780-484-7973

Gates Canada 225 Henry Street, Building #8 Brantford, ON N3S 7R4

www.gates.com

1-519-759-4141

KYB America LLC 140 North Mitchell Court Addison, IL 60101

www.kyb.com

10,11

www.monroe.com

Visit our website

www.ngksparkplugs.ca

1-877-2-Sparky

www.pennzoil.com

1-800-263-6200

insert

www.permatex.com

1-800-924-6994

www.penco.ca

416-703-3427

Raybestos Brakes 6601-A Goreway Drive Mississauga, ON L4V 1V6

www.raybestos.ca

(905) 405-0956

Robert Bosch, Inc. 6955 Creditview Rd. Mississauga, ON L5N 1R1

www.bosch.com

1-800-618-4729

Robinair - SPX Canada 5695 Whittle Road Mississauga, ON L4Z 3P8

www.robinair.com

Contact local agent

20,21

www.snapon.com

1-800-734-2676

Ultra Fit Exhaust Systems 1840 Courtneypark Drive East Mississauga, Ontario L5T 1W1

www.ultrafitexhaust.com

1-888-340-5643

WIX Filters 1035 Industrial Road Ayr, ON N0B 1E0

www.wixfilters.com

519-622-4545

Canbuilt Manufacturing 103 Milvan Drive Weston, ON M9L 1Z7 CARQUEST Canada 36 Worcester Road Toronto, ON M9W 1K9 Chevron Global Lubricants 6975A Pacific Circle Mississauga, ON L4T 1A1 Completely Automotive

Monroe Shocks and Struts

NGK Spark Plugs Canada Limited 505 Apple Creek Blvd. Unit 1 Markham ON L3R 5R1 Pennzoil 1101 Blair Road Burlington, ON L7M 1T3 Permatex Canada 6711 Mississauga Road, Suite 302 Mississauga, ON L5N 2W3 Prenco 149 Strachan Avenue Toronto, ON M6J 2S8

Snap-on Tools 2325 Skymark Avenue Mississauga, ON L4W 5A9

1-630-620-5555

CANADIAN TECHNICIAN 37

The Car Side

By Rick Cogbill

Does this Hyundai’s radio have a run-on problem? Or is it just time for a ‘tune’ up?

“T

HIS IS THE WAAAY…I ALWAYS DREEEEEAMED IT WOULD BEEEEE!” “What in the world – OUCH!” Tooner rubbed the back of his head where he’d smacked it on the hood. “Who’s making that awful racket!?” “It’s Bean,” replied Quigley. “He’s practicing for the Beach Boys Competition next Friday.” A high-pitched falsetto warbled over from the brake lathe, harmonizing to the sounds of grinding metal. “OH, OH…WHEN YOU ARE HOLDING MEEEEEE!” “Give him a break, fellas.” I said, oiling my air ratchet. “Beanie’s a big fan of Brian Wilson. This is his first gig.” “I CAN HEAR MUSIC…SWEET, SWEET MUUUUSIC!” “Yikes!” Quigley headed for the front office. “It could be his last.” I went over and unplugged the earphones from Beanie’s MP3 player. He looked up in surprise. “What’s wrong, Boss?” “How about ‘Little Deuce Coupe’ or ‘Surfin’ Safari.’ We’re tired of that other tune.” He cringed. “Sorry. It’s my song for the talent night, and it still needs work.” “No argument there. Look, take a break and check out Ellie Brewster’s Hyundai; sometimes her radio won’t turn off.” Beanie’s eyes lit up. Ellie spent a lot of time at the local gym and it showed. “Hey, maybe if I fix her radio, she’ll go out with me!” I rolled my eyes; Beanie’s dating logic left a lot to be desired. But his hopes of an impressive fix disappeared like a one-hit wonder. “What gives?” he complained during coffee break. “That radio works perfectly.” Basil arranged his playing cards. “And therein lies the mystery. Ellie’s been in three times with this complaint, but so far she’s the only one who can ‘hear the music.’” He chuckled at his own pun. 38 CANADIAN TECHNICIAN

I can hear music

“I can’t tell her she’s just imagining things,” wailed The Bean. “She’ll never go out with me then!” “Give it up, Beanie,” said Tooner. “You can’t get there from here.” He inspected his hand and growled. “Who dealt this mess?” Just then Ellie came through the front door, puffing slightly from her five kilometer run. “Howdy, boys!” She removed a pink sweatband from her head and shook free her long blonde hair. “Is my car ready yet?” We all looked at Beanie, who had a sudden case of stage fright. Ellie followed our collective gaze. “Well, Beanie, did you hear the mystery music?” “Yeah, Bean,” teased Tooner. “Sing Ellie your song!” Beanie broke out in a cold sweat. “Aactually, Ellie,” he squeaked. “I couldn’t hear anything. M-maybe you’re just…” “Harrumph.” Ellie dismissed him with a wave of her hand. “I’m not imagining this, Slim. It happens every time I leave the gym, yet by the time I get to your

shop, it quits.” She grabbed her keys from the counter and stomped off in the direction of her car. “That went well,” groaned our apprentice. Basil reshuffled the deck of cards. “Beanie, it’s time to use your head for more than holding headphones apart. Think about it; if Ellie says she can’t hear the radio here, then neither will you. If you want to ‘hear the music’, then…” Beanie snapped his fingers. “Then I have to go to where she does hear it!” In a flash he was out the door, chasing down Ellie’s car before she could leave the parking lot. Soon they were driving off towards the gym. “Not exactly a date,” I said, “but it’s a start.” Ten minutes later Beanie was back, looking lower than a record producer’s contract. “Well, what happened?”

continued on page 37 APRIL 2006