Canadian Technician April 2014

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contents

Canadian Technician – April 2014 – Vol. 19 No. 3

FEATURES Mazda crowns its new top tech........................................19 Christopher Doktor, a 20-year veteran Mazda technician, wins this year’s national technician competition. It’s the second win in a row for Lallo Mazda in Brantford, Ont. A modern approach to oil changes...................................20 Automotive business consultants agree that getting customers to ignore what it says in the owner’s manual is part of selling proper vehicle maintenance these days.

Gaskets: How MLS changed everything...........................22 Our resident technical expert Jeff Taylor explains why multi-layer steel has become so popular in engine building… and how it has changed the way gaskets are installed.

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col umni sts Collective Wisdom by Alan Beech....................................... 13 The Car Side by Rick Cogbill................................................. 30

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d epartmen ts Service Notes................................................... 5 Letters............................................................... 6 Out & About...................................................... 8 EyeSpy.............................................................. 8 By the Numbers ............................................10 Products..........................................................27 Ad Index..........................................................29

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serv ice no tes CANADIAN

Listening to the right voices The automotive repair industry is not for the faint of heart. You have to be bold and stick to your principles.

By Allan Janssen

Who do you listen to?

Unless you’re exceptionally independent, there’s probably someone in or near your organization that has your ear. It might be your business partner, a member of your staff, or your spouse. Whoever it is, you’ve given them a little extra influence to help shape your performance.

That’s not to say they’re always right. They could be dead wrong. But their perspective still challenges you, and makes you justify your position.

If nothing else, they ask the questions that force you to come up with the right answers.

Recently I voiced an opinion before I listened to you guys. I said you shouldn’t be too aggressive in selling TPMS (“Mandating Monitors,” February 2014). A lot of you took me to task on that. I’m publishing a bunch of your letters in this issue, but you’ll have to go to our website to see the rest of them. They make for pretty interesting reading.

Not everyone disagreed with me, mind you. Some shop owners said they don’t install sensors if their customer balks at the price. And a few said they understood the point I was trying to make, which is that the cost of TPMS can cost you some customers.

But the vast majority of you gave me a perspective that made me rethink my position entirely.

You said our job is to educate consumers on the importance of this technology, and not subvert safety in the interest of mollifying a reluctant customer.

And you pointed out that TPMS is not unlike a smoke alarm, which warns of imminent danger, rather than prevents it. No building should be without one just because there’s a cost attached to it.

V o lume 19

Number 3

451 Attwell Drive, Toronto, Ont. M9W 5C4

What really swayed me, however, was that many of the people I heard from are the ones I think are doing a pretty good job in this business. They don’t give away their expertise; they use quality parts and they take a maintenance approach to vehicle care, rather than just swap out broken parts.

In suggesting that TPMS sales were not important, I found myself aligned more with motorists than most shop owners. I was listening to my wallet, rather than the people who insist that if a car is supposed to have TPMS on it,

by God, they’re going to make sure it’s working properly.

These are the brave people I should have been listening to.

The automotive repair industry is not for the faint of heart. You can’t be fearful when you’re trying to do the right thing. You have to be bold and stick to your principles.

One of our features this month talks about that. It’s all about selling oil changes at reasonable intervals.

You have to present the facts to your customer and trust that they’ll appreciate your diligence.

The public may be extremely sensitive to what they perceive as “up-sales” in our industry.

But installing a safety device that was always intended to be on the vehicle is hardly upselling. That’s just maintaining the integrity of the vehicle… and protecting your customer at the same time.

So I’m reversing my position on selling TPMS. I should have been listening to you all along.

I want to hear what you think. You can reach me at allan@newcom.ca

EDITO R Allan Janssen allan@newcom.ca (416) 614-5814 CO NTRIBUTING EDITO R Sarah Voigt sarah@canadiantechnician.ca Publisher Martyn Johns martyn@newcom.ca (416) 614-5826 Circulatio n Manager L ilianna Kantor lily@newcom.ca (416) 614-5815 Design & Pro ductio n 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 2014. All rights reserved. The contents of this publication september not be reproduced by any means, in whole or in part, without prior written consent of the publisher. The advertiser agrees to protect the publisher against legal action based upon libelous or inaccurate statements, unauthorized use of photographs, or other material in connection with advertisements placed in Canadian Technician. The publisher reserves the right to refuse any advertising which in his opinion is misleading, scatological, or in poor taste. Postmaster: Send address changes to Canadian Technician, 451 Attwell Drive, Toronto, Ont., M9W 5C4. Printed in Canada. Second class mail: Postage paid at Toronto. Canadian Publications Mail Sales Agreement #40063170. ISSN 1710-7644.

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

Kenneth R. Wilson Award Winner Member

Canadian Business Press

april 2014 CANADIAN TECHNICIAN

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letters Co st of saf ety is no t too high I’m a certified tradesman and a lawyer and I dabble in safety codes as they apply to the trades and reflect our responsibilities toward consumers. I read your editorial on TPMS (February 2014) with incredulity. You are articulating the libertarian view of, “It’s my life.

I don’t need a motorcycle helmet!”

You’re saying safety systems are a cost that we ought to be able to dodge.

The view that signing a waiver insulates the tradesperson from liability is a seriously misguided one. You can bet your bottom dollar that if a vehicle with a disabled TPMS is involved in a serious accident and it appears that the TPMS could have prevented the crash, there would be a lawsuit.

The final point here is a practical one. Cars are a significant investment and they need to be kept in good order.

If it costs too much have the TPMS in their winter tires, maybe the motorist should think about parking that car!

Bob Blakely Board member Canadian Independent Automotive Association

We certainly hope that shops across the country see our TPMS policy statement and embrace the concept.

The more our industry is able to “get on the same page,” the more professional we look.

Art Wilderman Executive director Canadian Independent Automotive Association

Industry needs to get o n same page abo ut TPMS

TPMS MO NITO RS ARE no t unlike smo ke detecto rs in helping to sav e liv es

There are many things that give us a sense of pride in our trade, and that build trust in the minds of our customers. There are also times when we may do things that are less professional in order to save our customers some money. Often we come to regret those actions. Not installing tire pressure monitoring systems just because our customers don’t want to pay the price falls into the latter category.

Doing the right thing – the professional thing – is what we at the Canadian Independent Automotive Association attempt to foster in all of our board deliberations, town hall meetings, conference calls, and newsletters. Often there are conflicting views about best practices. Our conversations are spirited but, with the help of industry experts, we often come to a consensus on what an industry standard should look like.

Saying that TPMS is only a convenience feature on a car is like saying that a smoke detector in a home is no more than an added selling feature on a real estate listing. If we apply the same logic as your argument, then technically one could be “fire smart” by inspecting their home on a daily basis to ensure no fire hazards exist.

That would be cheaper than installing smoke detectors and feeding them with batteries. But building safety codes would never allow that approach, no matter what kind of waivers we offered to sign.

Furthermore, I challenge you to find a single professional contractor who after having to remove a smoke detector would finish the job without ensuring it was properly re-installed and fully functioning.

Yes, there are hundreds of cars

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on the road with non-existent or nonfunctioning TPMS systems and it might never be a problem. But talk to a family that has lost a loved one due to a car accident that could have been prevented by TPMS technology and I’d bet you’d reconsider your position.

It disappoints me to hear you chastise us for exhibiting professionalism and high standards for safety in our industry.

Nancy Suranyi Namao Automotive Repair Sturgeon County, Alta.

TPMS po licy may no t mean lo sing business As a shop, we’ve agreed that it’s in everyone’s best interest if we strictly enforce the use of TPM sensors in winter tires (or others if originally equipped). At first we were concerned that clients might balk at the new rule and we’d lose business. This has not been the case. In the last two years, we’ve had maybe six people go elsewhere. That’s a drop in the proverbial bucket. Overall, our revenue has increased from the sale, installation, and programming of new sensors. We’re in a very rural area so if we can do it, so can everyone.

Ted Locke OK Tire Greenwood Greenwood, N.S.

CANADIAN TECHNICIAN april 2014

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Consumers aren’t che cking tire pressure I read your TPMS article. Thank you for bringing up an issue that has bothered me for some time now. We’re a small shop that relies almost exclusively on word-of-mouth marketing. As such we try to balance the wants and needs of our clients. We’d always like to sell the “by-the-book” repair but TPMS is one of those fence-sitting issues.

Like you, I don’t like the way OEMs are taking away people’s responsibility for looking after their own vehicles.

With extended service intervals of 8,000 to 10,000 km it’s important to have someone checking things like tire pressure. If you think the vehicle owner is doing that, think again!

I disagree that you can often see a low tire. These days with low-profile sidewalls, you don’t see a low tire. Nor do you “feel” it when you drive. By the time you notice there’s a problem, it’s too late.

R ob S inclair Gateway Autopro, Calgary, Alta.

Edu cating customers is part of our TPMS poli cy I understand the importance of TPMS being installed in today’s vehicles… but most customers don’t. Nor do they know what the light means when it comes on. We do our best to educate our customers. Vehicles should come from the factory with sticky notes informing customers of these safety features and what to look for when something has gone amiss!

R ichard L eslie Scottland Tire & Auto, Barrie, Ont.

It’s my responsibility to edu cate consumers I believe TPMS is a safety feature, not merely a convenience system. If a client comes in with a faulty sensor, it’s my responsibility to educate them on why they should have it maintained.

Under no circumstances should I just install a valve stem and send them on their way.

Having the client sign a disclaimer would only indicate that I knowingly tampered with a safety system. In a court of law, my client would simply

say that without a lawyer present they didn’t know what they were signing.

We, at Integra Tire 99 Street, hope the whole industry will learn about the importance of TPMS and recognize that we need to be united on this topic.

B ill F lynn Integra Tire & Auto Centre Edmonton, Alta.

Canadian government needs to get involved here It often seems carmakers see consumers as having bottomless pockets. The cost of purchasing and maintaining new vehicle safety technology keeps increasing. I don’t believe the answer is to tape over warning lights or disable safety systems. Nor is it to strong-arm consumers into paying unrealistic costs.

As a consumer and a shop owner, I believe Consumer and Corporate Affairs Canada should be involved in creating guidelines for vehicle safety systems. These guidelines would ideally provide shop owners the means to cover our butts legally while ensuring vehicle service remains affordable for the average Canadian vehicle owner.

Hopefully the CIAA’s TPMS position paper and your recent editorial will encourage widespread industry conversations that catch the ear of those empowered to solve the problem.

B everly Kaltenbruner Harold’s Auto Service Lethbridge, Alta.

We should uphold the highest industry standards Let’s not let the lack of government legislation be the reason we’re not professional when it comes to TPMS. It’s a safety system and we should uphold the highest of standards with respect to that. We’ve all seen practices that were once commonplace give way to practices that reflect higher industry standards. Those of us that champion professional behaviour sooner or later bring the rest in line.

Ivan B rown Edmonton, Alta.

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Aftermarket in good position to get telematics data: CAA Independent auto repairers and roadside assistance providers in Canada are in a good position to win the legal right to receive telematics data.

So says the vice president of public affairs and chief strategy officer for the Canadian Automobile Association (CAA).

Speaking at the Automotive Industries Association of Canada’s Ontario Service Providers Forum in Toronto last month, Jeff Walker said the federal government’s strong position of protecting consumer rights and the recently settled “right to repair” battle both point to a legal and political victory for the aftermarket on the use of data collected and transmitted by in-vehicle telematics systems.

“The bottom line is that we hold a number of good cards in this equation,” Walker said. “Because of the pre-existing levels of trust that people have in our organization (CAA) and that your regular customers have with you in your industry (independent auto repair),

we’re in a very advantageous position when it comes to making sure there’s a level playing field on telematics.”

He shared data from a recent Harris/ Decima poll of 1,500 CAA members across Canada that revealed consumers strongly defend their rights to own and share their own vehicle data.

“It’s their data, they want to control it, and they want the right to do with it what they wish,” he said “They’re willing to share it, despite the discussions about privacy, as long as they know they’re going to benefit from sharing it.”

Asked whom vehicle owners would “opt in” to have access to this data, the majority of respondents said they’d allow it to be sent to independent auto mechanics, and their roadside assistance providers.

“That’s healthy. That’s good for us,” Walker said, “because that’s also how the privacy commissioners in Canada feel.”

Read the full story at tinyurl.com/caa-aia

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EYE SPY Tanks a lot!

Olivier Michaud, co-owner and service advisor at Pneus Mecanique Temis in Riviere du Loup, Que., sent this picture, taken from under a 1997 Pontiac Grand Prix SE. The vehicle came in for a fuel line repair, but the crew was surprised to see the homemade patch job on the fuel tank. The owner explained that he wanted to save a little money keeping this winter beater on the road.

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

CANADIAN TECHNICIAN april 2014

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Veedol returns to Canadian market Finding balance away from the shop

Automobile Solutions Americas has entered into a deal to manufacture and sell the entire line of Veedol-branded automotive products throughout Canada and Mexico.

The line will be represented in Canada by Grant Brother Sales. Offices and warehousing will be maintained in Mississauga, Ont. Veedol was originally launched in 1913. Among other historical accomplishments, it was chosen for use in the world’s first mass produced car, the Ford Model T.

Toying with music Lou Trottier doesn’t play around when he’s on the job at All About Imports, the automotive repair shop he owns in Mississauga, Ont. But when he’s in his home studio, that’s all he does!

A few years ago, Lou found a business opportunity through his second passion, music. With clients like Marvel, Nickelodeon, and Disney, his music can be heard in about 30 audio toys for children – including Spiderman, SpongeBob, and Star Wars toys.

Lou says the toys quickly became a second career for him – and a very demanding one at that.

“I worked with production companies in China and we’d collaborate over Skype. It was fun, but it was a lot of work! They’re very particular about what they want to hear.”

Lou says he still gets some requests for toy work, but he now spends most of his creative energy on his band, Stephen’s Garage. Some of the band’s videos are filmed on location in his Mi sissauga shop.

“For the most part I try to keep the business and my music separate, but they quite often overlap!”

How do you find balance? Send you story and a high-res photo to sarah@ canadiantechnician.ca april 2014

CANADIAN TECHNICIAN

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Out & Ab out

By the numbers Stats that put the Canadian automotive aftermarket into perspective.

88%

The percentage of American adults that say they’d be nervous about riding in a driverless car.

78 billion

$34.9 billion

The approximate number of spam emails sent worldwide each day.

90%

50%

The approximate percentage of American auto repair shops that offer online appointment scheduling.

100%

The percentage of times you fail to score when you don’t take the shot. (Wayne Gretzky)

52%

The percentage of millennial car owners that don’t read their owner’s manual.

10%

The average percentage of household budget spent on vehicle payments and maintenance.

The percentage of American drivers that wrongly believe tire pressure specs are listed on the sidewall of the tire.

9.8 million

The number of TPMS sensors replaced in the United States in 2013.

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53 minutes

The amount of time the average Canadian spends commuting to work each day. 74% of Canadians commute in a car or light truck.

Sources: NPD Group, AAPEX Learning Forum, Brand Finance Auto 100, Harris Poll, Globe & Mail, CYREN, Ward’s Auto.

The calculated value of the Toyota brand, ranked #1 globally, behind BMW ($28.9 billion) and Volkswagen ($27 billion).

It represents how much the company would have to pay to license its brand if it didn’t own it.

CANADIAN TECHNICIAN april 2014

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Co llecti ve Wisdo m A management feature that explores the lessons learned in peer groups.

All aboard!

Getting the buy-in of your staff is critical when transitioning your business from a breakdown model to a maintenance model. By Alan Beech

lan as Dear Ay biggest challenges dvisor to shop

m ice a One of my serv g rs use in tt e g nufacture a m owner is le ic eh arketing nd that v s as a m le understa u , d e h c nership ance s t of ow s o c mainten w ll lo rea y prove a plan to e v ti c e tool to ff y, ne other da an as a e th h r T e . th le ra e vehic resisted re of th emently h e take ca v r e comr custom se the re u a c e b a regula ed nge (publish n oil cha interval getting a e c n a n n ow er mainte r in the re tu c mended fa u an rvice ehicle m . My se m k 0 0 by the v 25,0 cate the ok) was t to edu r o handbo ff e o nance made n le mainte ic h e advisor v w ho rvice r about uent se q e fr e custome r y mo get him and wh ow can I H . works, ry a s s ophy? are nece ce philos n a n te intervals in ma with my on board —Remy

Dear Remy:

I understand your frustration.

I can see that you care about how customers are taken care of at your facility. You want to protect them from vehicle breakdowns. I especially like the statement that you posted prominently on your website: “Every dollar you spend on maintenance saves you up to $17 in unnecessary repairs.” How true!

Getting your service advisors on board may require a different tactic than you have used up to now. I would challenge you to find a different way of communicating with your employees. Rather than dictating how things have to be done, and pointing out flaws in their performance as they

happen, you may have to take a whole new approach.

I would suggest you take some time away from the shop to think through the specifics of your business model.

Why do you think preventive maintenance is the best approach for your shop and for your customers? Make some notes, find some statistics that back up your ideas, and create realistic examples to show them how it works.

For example, what is the maximum service interval you’d like to promote in your shop? How often should oil changes be done? What lubricants and filters are best for the job? What services should you promote? What components should be routinely inspected for wear?

Here’s a good question to consider: What will you do about the services that some vehicle manufacturers don’t recommend at all? Some OEs consider transmissions and brakes to be “closed” systems that never require new fluid. That may be true if the goal is simply to get the vehicle to the out-of-warranty period. But if your customer wants to maximize the life of the vehicle, when should these fluids be changed?

There is excellent data available on these and other questions.

Ask your suppliers, or the salespeople that represent the parts manufacturers. Your technicians may also know the answers to these questions. They see catastrophic failures all the time. You simply have to do your research and make that part of your maintenance plan.

Once you’ve taken the time to answer these questions properly and made a decision on where you stand, it’s time to have an open communication with your staff. Set up a meeting where you can explain your vision for the business.

Close the shop if you have to, or take them all out for dinner and do it at the restaurant. This can’t be “crisis management” where you try to course-correct in the middle of the battle.

This is a whole new philosophical approach that you have to explain carefully and completely to get buy-in from your staff.

Make sure that you’re willing to listen to what they have to say, even if they disagree with your policy. Remember, you have highly qualified people working for you, and they base their views on years of experience. Allowing them to challenge you shows that you respect their expertise.

Hopefully, however, you will be able to convince them that the automotive repair and service world has changed in recent years and we now have to take a very different approach than we used to.

Your action plan will show them how to make that transition.

If you want your service staff to communicate clearly when april 2014 CANADIAN TECHNICIAN

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they face objections from customers, you may have to work with them to prepare their responses ahead of time.

Plan out a logical approach that will address the concerns of clients who think the owner’s manual in their glove compartment is gospel.

Not only will your service advisors need to have answers ready for the most common questions, but they will have to actually practice those answers until they can recite them smoothly and convincingly. It is sometimes difficult for advisors to have these discussions with clients. You have to steer them away from the easier path of simply defaulting to the manufacturer’s recommendations.

One way to do that is to have them find out what their customer’s intention is for the vehicle. If the client says, as most will, that they want their vehicle to last as long as possible, the next step is utilizing the shop’s new maintenance strategy designed to accomplish that very goal.

Remember, your customers win when their vehicles are properly maintained. There doesn’t need to be any pressure selling tactics. All you’re doing is educating the customer and then letting them make a well-informed decision.

It is important to be consistent in your advice to customers, so you may want to write up a small pamphlet that explains your maintenance recommendations. You can also post this on your website so there’s no doubt on your opinion about scheduled maintenance.

There will always be some customers who are critical of selling services that go beyond the OE maintenance

schedule. But when your approach is properly explained, you’ll earn the buy-in of many of these customers.

But you’ll never transition your business into an effective maintenance shop without the wholehearted agreement of your key staff members. I would suggest that you write out your new policies in an employee handbook that they can regularly refer to. You may even ask them to sign it once they agree with the approach.

Tracking your employees’ performance is an essential part of your job as manager. I suggest you post staff productivity – with stats for both technicians and service advisors – where all the staff can see it, maybe in the lunch area. This may create healthy competition among your employees that will benefit both the business and the customer.

So in conclusion, Remy, when you’re communicating with your staff about such a major thing as maintenance intervals, take the time to plan out what you want to say, make sure it’s well thought out, and do it in an environment that allows your staff to voice their opinions and challenge yours.

When everyone in your business is “on the same page,” the message to your customers will be rock solid.

Alan Beech is a management consultant, and the owner of Beech Motorworks in Hamilton, Ont. You can reach Alan at alan@beechconsulting.ca

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april 2014 CANADIAN TECHNICIAN

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10,000

$

in cash and prizes to be awarded

We’re looking for someone who is an ambassador for our trade: n Is an elite technician n Is a leader in the shop n Gives back to our industry

n I s an active member of their community n Is helping to improve the public’s impression of technicians

You may nominate yourself or someone you think deserves to be the Canadian Technician of the Year 2014.

If your nominee is chosen as this year’s Technician of the Year, you will receive $250 If you nominated yourself, you will also receive the $250 if you win.

Deadline for entries June 30, 2014 Nomination forms are available online at...

www.canadiantechnician.com/award @cdntechnician #CTOTY

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/CanadianTechnician

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This year’s top tech, Christopher Doktor, trained for three weeks on a 2014 Mazda 3.

timate perience.®

The Doktor is in!

Twenty-year veteran Mazda technician Christopher Doktor wins top tech award. It’s the second win in a row for Lallo Mazda in Brantford, Ont.

By Sarah V oigt Lallo Mazda in Brantford, Ont. must be doing something right.

For the second year in a row, one of its technicians has won the Mazda Master Technician competition.

Last year’s winner was Joe D’Sabatino.

This year, it was Christopher Doktor, who also scored the highest on the written exam given to all 300 of Mazda’s Master technicians.

Doktor is celebrating his 20th year as a Mazda technician. He said his win was a result of some serious preparation.

“My dealer principal was kind enough to give me a 2014 Mazda 3 to work on. I trained on it for three weeks leading up to the competition,” he said. “I wanted to get really familiar with every component on the vehicle.

I basically took the whole thing apart to see where every connector is.”

This year’s competition, held last month at the company’s Richmond Hill, Ont. headquarters, challenged competitors to find six different problems on a 2014 Mazda 3 GS SkyActive. Each technician was given a laptop and a scan tool, and they were allowed to bring their own basic hand

tools. After two hours, the technician that scored the most points by correctly diagnosing and repairing each issue was given the title.

The field of contestants was comprised of the top three scorers on the written test, as well as one tech from British Columbia, one from the Prairies, two from Ontario, two from Quebec, and one from Atlantic Canada.

Second place went to Ghislain Côté of Accés Mazda in Victoriaville, Que. Coming in third was Lee Poetter of Dubois Mazda in Woodstock, Ont. The other competitors were: David Deweerd, Stratford City Mazda, Stratford, Ont. Yannick Nadon, Elite Mazda, Gatineau, Que. Reynold Bergen, Crown Mazda, Winnipeg Todd Squires, Penney Mazda, St. John’s, Nfld.

Jeffrey Gibbons, Destination Mazda, Vancouver Perry Phuong, Westowne Mazda, Etobicoke, Ont. Rick Gregorio, Wolfe’s Langley Mazda, Surrey, B.C. The panel of judges that administered the competition included Mazda’s

regional technical trainers, previous winners, and a number of long-term Mazda employees. A judge supervised each technician during the competition and each vehicle was thoroughly inspected afterward.

Back home in Brantford, Ont., Peter Merklinger, service manager at Lallo Mazda, said he was impressed – but not entirely surprised – that Doktor and D’Sabatino were back-to-back winners.

“Both Joe and Chris are very interested in the vehicles, especially the electronic diagnostic end of it,” he said.

“They really have a flare for it. They do a lot of reading and they take their training more seriously than most. They want to fully understand the vehicles they work on. And that makes a big difference.”

Mazda made a few changes to the competition this year to keep a level playing field for all the competitors.

“We change the criteria for the competition every year, because we usually have a few people return to compete again,” said Craig McQueen, technical trainer for the Ontario and Atlantic regions, and one the competition’s coordinators. “We always pick a problem that they can find in our service information. If they look up the symptoms, they should be able to find the repair on our Mazda service system.”

Three technicians who competed in last year’s challenge tried their luck again this year, including Yannick Nadon from Elite Mazda in Gatineau, Que., who placed third last year.

“It was a lot harder this year,” said Nadon. “It was different. All of the problems were geared towards the first problem and you had to fix that to get going. It was very challenging but it was well organized and fun.”

While Doktor will now be ineligible to compete at next year’s competition, he encourages young techs to get involved in skills competitions.

“You have to challenge yourself.

Every day in this job is a challenge,” Doktor said. “With all the electronics onboard, you really have to know what you’re doing. But it can be a lot of fun, and I’d do it again in a heartbeat!” april 2014 CANADIAN TECHNICIAN

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What’s the REAL interval?

What the motorist reads about oil changes in his service manual can be very different from what we tell him at the counter. What gives?

By Allan Janssen Service advisors today have to overcome a new obstacle that their predecessors never had to face.

Check the owner’s manual of most cars and there’s a good chance that the oil-change interval printed there is significantly longer than what is routinely recommended by independent repair shops.

And that discrepancy can make for very suspicious customers.

Nevertheless, management experts in Canada and the United States say shops need to take a stand against grossly exaggerated oil-change intervals if they’re going to properly care for their customers’ cars.

“Automobiles are a mystery to the majority of owners these days,” says Steve Schwartz, owner of Business Relations Solutions, an automotive management consulting company based in Owen Sound, Ont. “It’s our job, as professionals, to advise them on the best ways to manage their vehicles so they last a long time. Extending the service interval is not the way to do that.”

As a licensed tech and a former repair shop owner, Schwartz has had plenty of experience dealing with customer concerns like this.

To ensure that he was on solid ground with regard to oil-change 20

intervals, Schwartz experimented with his own vehicles at the shop. The recommended OE interval proved to be much too long, he says. By the time the oil and filter were pulled, they were extremely dirty, and there was so much contaminant still in the system that fresh oil became dirty in a much shorter time. It was all he needed to sell more frequent oil changes to his customers.

“You have to believe it yourself,” he says. “If you don’t believe it, no one else will either.”

Car co mpany mo tiv es

Scott Wheeler, a management expert and ‘problem solver’ with Automotive Consultants Group of Lawrenceville, Ga. says understanding the car companies’ motivation for extending oil changes is key for any service advisor.

“It has everything to do with what they’re offering with the sale of that new car,” he explains. Many new cars come with two or three years of free maintenance. If the car companies increase the oil-change interval, that’s fewer oil changes they have to give away.

“They’re making a very calculated decision,” he says, “and the numbers work out in their favour.”

Jeremy O’Neal, the owner of Advisorfix.com, an automotive consultancy based in Wrightwood, Calif., says extended oil changes are a two-pronged

strategy for car companies.

“One is keeping the cost of maintenance as low as possible so they can sell more vehicles. And the second part revolves around environmental concerns. They want their vehicles to appear more environmentally friendly,” he says. “These things can be powerful selling tools for their cars.”

The realities of engine wear

In fact, extended oil changes aren’t doing anyone any favours.

While there have been many improvements in motor oil over the years, engines face new stresses that place huge demands on oil.

“Smaller oil filters, increased engine temperatures, greater AC loads, engines jammed into smaller compartments… it’s a virtual pressure cooker under the hood!” says Schwartz. “Vehicles have much closer tolerances now than they used to. Engines run much hotter.

Horsepower demands are higher. This all causes extra stress on engines. You don’t want old dirty oil that’s been in the system for 10,000 or 15,000 km running through those tight bearing spaces.”

And O’Neal points out that with the demise of full-service gas stations, where the oil level was routinely checked, customers have stopped thinking about oil depletion.

“You have to maintain the oil level

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S H O C KS & S T R U T S

like a small price to pay to prevent those problems.”

The added benefit is that the shop gets a chance to keep closer tabs on vehicle wear, maintaining parts better, and preventing problems before they arise.

Put it in writing

in the engine,” he says. “As vehicles get older, if the engine level does drop or the oil breaks down, it’s going to lead to accelerated wear.”

What’s yo ur plan fo r this v ehicle?

He believes a conversation about the customer’s plan for the vehicle – what he calls the vehicle timeline – is crucial in getting buy-in on more frequent oil changes.

“You need to have a clear understanding of what the customer wants to get out of the vehicle,” he says. “If the customer wants to get 250,000 miles (400,000 km) out of his vehicle, that becomes the goal that both of you are working toward.”

Schwartz agrees.

“We recommend more frequent oil changes, especially if the client wants to keep their vehicle for a number of years,” he says.

The OE oil change interval will only get the vehicle through the warranty period. If they wanted to drive the vehicle beyond that time – and most people do – the vehicle needs more TLC than that.

“Problems from poor engine oil maintenance can run into the thousands of dollars – and when the car is off warranty, the car company is no longer on the hook for those repairs,” he says.

“A cost of a few extra oil changes seems

Schwartz says people trust information that is presented in written form, so he advises his clients to have information sheets printed out in advance that explain the reason for more regular oil changes.

“You need the ammunition – which is readily available on the Internet – to prove to your customer that there’s a price for reduced maintenance,” he says.

Wheeler routinely prints up articles he finds on the Internet, and passes them on to his clients to show to consumers.

“I’ve found excellent articles on iATN (the International Automotive Technician’s Network) that show engines being torn down that were maintained according to the OE recommended oil change interval. They were full of sludge and gunk and build-up.

They make your case for you. Show the consumer that, from a technical point of view, this is what you’re doing to your engine.”

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All three consultants say service advisors needs solid training these days in order to overcome consumer objections about the level of care you recommend.

“Today’s consumer is extremely knowledgeable. You need good training to learn how to reply to their concerns in a non-threatening and non-defensive manner,” says Wheeler.

“You need to be able to say, ‘Mrs. Johnson, I know your book says 7,500 miles is the recommended oil-change interval, but here’s some information you may want to consider. This is why we recommend you change your oil every 3,000 miles.’”

Well-armed with facts and confidence, service advisors will be able to allay the fears of their customers, and sell the kind of maintenance that will make vehicles last longer.

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A P RI L 1 M AY 3 1 , 2 0 1 4 © 2014 Tenneco Automotive Operating Company Inc. april 2014 CANADIAN TECHNICIAN

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Sealing

matters

Photo courtesy of Fel-Pro Gaskets/ Federal-Mogul

The modern MLS head gasket is a highly engineered piece of technology that seals an engine using less torque load on the bolts.

By Jeff Taylor There’s a component in all internal compression engines that is not very well understood, is routinely taken for granted, often neglected, and sometimes abused… and yet it plays an essential role in keeping the vehicle going.

Care to guess what it is?

It has been a part of basic engine design from the very beginning – from the days of the old Otto cycle engine.

And while it has evolved a great deal over the years, it’s still not computer controlled. (Well, not yet, anyway.)

Any ideas?

If you guessed that I’m talking about the head gasket, you’re absolutely right. It still performs the same service today that it did 100 years ago. It has to maintain a perfect seal between the engine block and the cylinder head.

Sounds like a simple job, right?

22

Maybe in Nikolaus Otto’s day. But it’s no longer such an easy task to contain the extremely high combustion pressures that come with the use of turbochargers, superchargers, and gasoline direct injection. And it has to accomplish that while still allowing long-life coolant to remove heat from the engine, and oil to lubricate all the related parts near the combustion chamber.

It must also allow parts to move as they heat up and cool down – often at significantly different rates.

And it must be able to deal with dissimilar metals, overhead camshafts, aluminum or composite block materials, and cast iron sleeves – each of which brings unique and significant cooling challenges.

Are you starting to see why the modern head gasket is such a highly engineered piece of technology?

Gasket manufacturers have thrown a

lot of resources at designing a product that will help carmakers achieve their goal of producing long-lasting engines with minimal oil consumption caused by cylinder bore distortion. Oil leaks kill catalytic convertors, and jeopardize the extended oil changes that are the key to low operating costs and maximum environmental improvements.

So what causes cylinder bore distortion?

One factor is the clamping force created by the head bolts. The forces they create aren’t equal in all directions, and this can a cause distortion of not only the cylinder head but, more importantly, the engine block. One way to reduce this distortion is to lower the force used to hold the cylinder head to the block. In other words, manufacturers want to seal the engine just as tightly using less load.

The familiar composite gasket that

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we’ve used for years simply wasn’t going to allow a lower clamping force.

Think back to the 2.2/2.5 litre Chrysler engines. The last thing they needed was less torque!

Composite gaskets were also prone to failures caused by corrosion, and scuffing at the pressure points between block and head. And while they’re still being used (as are solid copper ones in drag racing engines), most manufacturers have realized that multi-layer steel (MLS) technology is where the future lies.

The MLS head gasket is significantly different from the composite gasket we’re so familiar with. It features multiple layers of spring- or high-carbon steel – as few as three and as many as five layers – each with a proprietary coating of Teflon, Moly, some form of elastomer, or some other special material to improve sealing capabilities.

The net result is improved sealing not only between the individual layers, but between the block and the head.

The latest designs of MLS gaskets are embossed for maximum sealing and they can have a welded “stopper” layer (the area around the cylinder itself) for better life and sealing in heavy duty situations.

In order to work optimally, these highly engineered MLS gaskets require additional surface prep on both the block and the cylinder head. The surfaces have to be much smoother than what we used to be able to get away with. Composite gaskets actually preferred a somewhat rough surface of 60 Ra. For MLS gaskets, we now have to achieve an Ra value of 30 or better.

Obviously, this is an important consideration for engine rebuilders.

One of the biggest advantages of MLS gaskets is that they can achieve optimal sealing with much lower torque loads – exactly what the vehicle manufacturers needed to prevent cylinder bore distortion.

In addition, MLS gaskets handle head lift much better than composite gaskets.

I’d heard the term “head lift” before in the racing community, but I never really understood what it was until I

The latest designs of MLS gaskets are embossed for maximum sealing. This is a close-up of the LaserWeld stopper layer design featured in about 40 Fel-Pro PermaTorque MLS head gaskets for stock replacement applications.

LaserWeld was initially designed for and validated in professional stock car racing engines but is becoming increasingly prevalent in the Fel-Pro non-performance line to meet the needs of higher-output, hotter-running engines.

had a conversation with the engineers at Fel-Pro Gaskets. They explained that when the engine is under heavy load, the cylinder head will actually move off the block, pushed by the forces of combustion. This is head lift. Composite gaskets don’t handle this phenomenon very well. But the multiple levels in an MLS gasket act like a spring, stretching and compressing with the movement of the engine. That’s why on some high-performance engines there are sometimes even more than five layers of steel. The additional layers allow the engine to handle the kind of extreme head lift found in racing applications.

The MLS also limits the amount of thermal motion that will happen when the gasket and the sealing surfaces change temperature.

Even though MLS gaskets are an improvement over composite gaskets, they can still fail. And when they do fail, it is rarely a fault of the gasket alone.

The engineers told me that in most cases, there are pre-existing conditions that contributed to the failure.

You have to become a detective to find the root causes of most failures. If you don’t, the next gasket could fail

as well, and the job will come back to haunt you.

Once you have diagnosed the failed gasket, have a look in your information system about how to take the cylinder head off. You don’t want to cause new issues by loosening the bolts out of sequence.

Once you’ve torn the engine down, take a long hard look at the gasket and the site and type of failure. The most frequent issue you’ll find is still a high-heat condition, which could be caused by a variety of issues: low coolant level, restricted rad, chronic pre-ignition, improper coolant mixture, or an extremely plugged exhaust system.

If the coating on the steel peels off easily when you scrape it with your fingernail, an overheated engine is the probable cause of the failure.

If the compression ring is damaged, pre-ignition has to be considered.

If it’s a comeback repair, check whether the head bolts had been reused, or improperly torqued.

If the coating on the gasket is scorched but not burned out between cylinders, this may be the area that the exhaust gases were able to get into the cooling system. The cause may be excessively high combustion pressures, improper sealing surfaces finish, or loss of tension in the head bolts (due again to overheating).

Other areas of failure can be around the cylinder liner and the cylinder liner flange seal.

One last thing to check, if you don’t find anything else wrong, is the fuel management system. Is the engine able to maintain optimum fuel control? A quick code check may help.

After you have an idea of what caused the head gasket to fail and you have repaired that situation, it’s time to reassemble. This is where the surface prep and Ra values are critical.

There are special tools to read the Ra value of a surface but they’re not cheap. They start at $1,000 and go up from there… but they’re necessary to guarantee that you have the correct surface finish. I really have to stress the importance of not damaging the block april 2014 CANADIAN TECHNICIAN

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or head surface with any aggressive sanding or gasket removal. Any roughness will lead to sealing problems.

Before you begin assembly, make sure the entire surface is clean and dry. Spend the time to make sure that the surfaces are within tolerances and are completely square. This is especially important if we know the engine was overheated badly.

You don’t want to put anything on the

new gasket. These aren’t like the intake gaskets from a 1970 350 Oldsmobile engine that required a bead of sealer. In fact, even a thin layer of paint or treatment can lead to failure in the compression seal area. Even a minute change in gasket thickness can cause major issues.

The bolts that hold the head down need to be replaced – never reused – and follow the instructions very closely.

An old-style torque angle gauge and a newer version with built-in degree wheel that is far more accurate. Torquing specs are incredibly important on modern engines.

Most MLS engines use torque-to-yield bolts. Once they’ve been stretched, they cannot be used again.

No sealer or oil should be applied to the bolts unless instructed to. The use of light lubricating oil under the bolt head and or washer may be acceptable, but follow what the manufacturer says.

This also goes for the torque and sequence of bolts when you install the cylinder head. If it calls for 32 ft-lb and then 60 degrees, that’s what you better do or you risk a comeback.

The new torque wrenches now have built-in degree wheels and are far more accurate than the kind we bought years ago. You’ll get great results from them… and that’s important, considering the cost you’ll face if you end up having to redo the work.

MLS has become the norm – not just for head gaskets, but in a number of sealing applications. They may require some new techniques, but they bring plenty of built-in advantages.

Above all, pay close attention to detail when using MLS gaskets. Spend the time to figure out why the gasket failed in the first place, and then be methodical when prepping your surfaces and installing the replacement.

This is the key to preventing a second failure. If the car comes back, not only will your customer be frustrated, but this time you’ll be working for free!

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

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CANADIAN TECHNICIAN april 2014

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Extension set Snap-on says its new Two-Piece 3/8inch Drive Impact Swivel Extension Set (202IPFX) gives technicians better access to fasteners that are difficult to reach straight on, such as transmission bolts, drive line bolts, exhaust manifold bolts and cylinder heads. The 202IPFX extension set features a laser-welded pivot pin, which allows smooth swivel action for efficient power transfer. The tool can be used with any shallow, semi-deep, deep, six-point, 12-point, metric or SAE impact socket. tinyurl.com/ct-prod-687

Diesel fuel system cleaner Penray’s Total Diesel Fuel System Cleaner is said to protect diesel-powered vehicles from fuel system contamination, including black tar-like asphaltenes often found in diesel fuel. This material can quickly clog fuel filters, fuel injectors, and other critical diesel fuel system components. Penray’s Total Diesel Fuel System Cleaner dissolves and disperses asphaltenes and other diesel fuel contaminants. Benefits include greatly extended fuel filter life, as well as that of injectors and other precision fuel system components. tinyurl.com/ct-prod-686

Sensors and switches Wells Vehicle Electronics has announced a major expansion of its emissions, ignition, sensor and switch product lines, with 407 new original equipment-quality parts now available to address millions of additional sales and service opportunities on domestic and foreign nameplate vehicles. The new Wells parts include dozens of en-

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Separator filter dryer SKF has expanded its air system product offering to include the Separator Filter Dryer (SFD), an air dryer designed to provide contaminant free air to pneumatic devices. Typical applications include point-of-use such as spray booths, works stations and air lines in service bays that use pneumatic tools. The SFD can also be mounted on small air compressors. Designed to keep compressed air free of oil, contaminants and moisture, the SFD incorporates a three-inone system that typically requires less than 10 percent of air for regeneration. tinyurl.com/ct-prod-683

Shop management software Mitchell 1 has unveiled the latest release of its Manager SE shop management system, version 6.5. It includes the new Mitchell 1 Auto Updater, a built-in feature that automatically updates the software and eliminates the need for shops to perform manual updates. With Auto Updater, all software updates, patches and enhancements are delivered automatically, saving time for users and ensuring that shops always have access to the latest features without having to run a DVD installation. In addition, the latest version includes enhancements to improve functionality, performance and reporting. tinyurl.com/ct-prod-680 gine variable timing and vapor canister purge solenoids, fuel vapor leak detection pumps and other emissions components for late-model applications. The company also has dramatically expanded its sensor offering, with new fuel level sensors available for nearly 27 million vehicles and ABS wheel speed sensors for more than 5.4 million vehicles. tinyurl.com/ct-prod-682

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Mobile column lifts Rotary Lift says its Mach series mobile column lifts not only raises vehicles faster than comparable mobile column lifts, but is also built to maximize operator efficiency and reduce downtime. The company says the line was designed to improve technician productivity by more than 30 percent. Each column in a Mach

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Vast-Auto Distribution has unveiled a new app that allows NetValue users to scan Vehicle Identification Numbers, using a Smartphone or a tablet. The “MyPlace VIN Scanner” application allows shops to permanently store VIN scan history, to save a list of favorite VINs and to push VIN scans into a Net Value account to help find the right parts for customers’ vehicles. tinyurl.com/ct-prod-672

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already been replaced under recall. They came out with an updated part number, and as far as he knows, the new versions haven’t failed.” He paused and lowered his voice. “He asked if we’d done the other checks outlined in the service bulletin.”

“Other checks?” That was the first I’d heard of that. At the end of the day, we sent Know-it-all Ned back to his regular life, whatever that was. That’s when Basil and I began our own on-line research. We found the service bulletin Ned had mentioned – Toyota #EG042-07 – and we printed it out.

On initial read, it seemed to back up Ned’s claims. I handed the three-page document to Basil. “This isn’t helping much.”

Basil read silently, then handed it back. “Read it again,” he said. “Especially the notation near the bottom of page 3.”

“Prior to condemning the ECM (PCM),” the notation said, “confirm NO problems exist with the following circuits/components: Tail and stop light bulb operation; Secure connection at connector R9 (Rear Combination Light LH); Secure connection at connector R11 (Rear Combination Light RH).”

I scanned down further. “If a problem is diagnosed with any of the above components or circuits, repair the condition and confirm if the DTC(s) resets. ECM replacement may not be necessary.”

“How come Ned didn’t mention these other possibilities?”

Basil pointed to the top of the page. The TSB had been updated numerous times, and a warning stated that all previous versions should be ignored. The early versions did not include the warning to check the taillight circuits.

A quick light check revealed that one of the brake lights was not working. In fact, when Basil stepped on the brakes with the key off, the parking lights came on. “Look at that,” said Basil, a few minutes later. “The two filaments are shorted together.” One new light bulb and the car was running perfectly. No ECM required.

Later, I related the whole story to Tooner. “It’s amazing how two completely unrelated things can affect each other like that. Not to bad-mouth your friend, Tooner, but he almost cost us a lot of money.”

Tooner slurped some morning coffee. “Yeah, Ned does jump to conclusions. You’d never know we’re related.”

“What! You guys are family?”

Tooner grimaced. “Yeah. Distant cousins. Hard to believe, eh?”

I was confused. “Then why was he watching your dog instead of being at Gramps’ funeral?”

Tooner snorted. “Sheesh. Old Instamatic Memory Ned? Would you want him at your wake?”

Rick Cogbill is a freelance writer and former shop owner in Summerland, B.C. You can read more of Slim Shambles’ misadventures in Rick’s book, “A Fine Day for a Drive” available at www.thecarside.com.

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

BMW...........................................................18 Contact Local Retailer

Federal Mogul – Fel Pro...............................8 www.federalmogul.com

Federal Mogul.............................................27 www.federalmogul.com

Imperial Oil – Mobil....................................31 www.mobil.ca 800-567-3776 Mister Transmission ..................................24 www.mistertransmission.com 905-884-1511 NAPA ...........................................................14 www.napaonlinecanada.com 866-GET-NAPA

®

ProMax Auto Parts Depot..........................28 www.autopartsdepot.ca 1-866-573-9889 R aybestos Brakes.......................................26 www.element3eht.com 800-323-0354 Snap-On Tools of Canada.............................2 www.snapon.com 1-800-734-2676 Tenneco Automotive . ...................12, 15, 21 Monroe - www.monroe.com

Tenneco Automotive . ..................................7 Walker - www.walkerexhaust.com

Total L ubricants..........................................11 www.total-lubricants.ca 800-463-3955 Volkswagen Canada...................................25 www.vw.ca

Wix Filters.................................................4, 9 www.wixfilters.co

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

april 2014

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Index

CANADIAN TECHNICIAN

29

2014-04-02 1:11 PM

The Car Side

By Rick Cogbill

Seemingly unrelated Tooner’s temporary replacement has been relying on some outdated service bulletins.

“You’re leaving when?!”

“Plane takes off in an hour.” Tooner shrugged. “Look, we just got the call. Old Gramps is on his last gasps. He’s 103, and the family wants us there.”

“But it’s just so sudden…”

Tooner looked at me funny. “Well, ya can’t plan these things in advance, Slim!” He tossed his coveralls into the laundry bag.

“Besides, I got a guy watchin’ my dog while I’m gone and he’s a licensed tech. He can cover for me ‘til I get back.”

So the next morning we met Know-it-all Ned. “Yes sir, Ned’s the name, memory’s the game.” He winked knowingly.

“Maybe Tooner didn’t tell you, but I have an instamatic memory. I can recall every service bulletin I’ve ever read!”

Beanie frowned. “Don’t you mean a photographic memory?”

Ned waved him off. “Same diff, junior. Now, where do I start?”

I gave Ned some simple maintenance jobs. Initially, Quigley was impressed. “He seems to know his stuff. When he comes in to order parts, I get make, model, and serial number – sometimes even the part number!”

The downside was Ned’s bragging. “I’m tired of him downloading his ‘instamatic memory’ every time I walk by,” grumbled Beanie on day two. “The guy needs to get a life.”

On day three, we gave Ned a tougher problem, a 2007 30

Toyota Corolla with intermittent stalling and hard starting. In less than half an hour, Know-it-all was leaning on the front office counter. “Just as I figured,” he gloated. “Toyota had a sack-load of bum ECMs in their Corollas from 2005 to 2008. Bad solder joints. When that happens, you get these symptoms, along with trouble codes P0606 and P0607.” He cracked his knuckles shamelessly. “And that’s exactly what we got here, friend!”

I frowned. “You’re sure about this? You’ve looked up the service bulletin and everything?”

“Don’t need to. I read it once years ago.” He tapped the side of his forehead. “Instamatic memory!” He slapped a paper down on the counter. “Here’s the number off the ECM. This vehicle is off warranty, so this poor old sod’s gonna have to pay big time!”

After Ned left, Quigley and I looked at each other.

“For such an expensive item, that seems like a pretty quick diagnosis,” I said.

“Agreed,” said Quigley. “Let me call Brian at the dealership.”

I went off to divert Ned’s attention to other small jobs. It was his last day, and we couldn’t wait for it to end.

Quigley found me a few minutes later. “Brian tells me that according to the part number we gave him, that computer has continued on page 37

CANADIAN TECHNICIAN april 2014

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