Canadian Technician August 2006

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

AUGUST 2006

ALSO: • Reinventing yourself • Tire pressure sensors • Nissan’s top tech www.canadiantechnician.ca

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JUNE 2006

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VOL. 11 NO. 5

Departments Editorial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5 Letters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6 From Our Forum . . . . . . . . . . . . . . . . . . . . . . . . . . . .8 Out & About . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10 Eye Spy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13 Product Central . . . . . . . . . . . . . . . . . . . . . . . . . . . .28 Auto Puzzle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36 Ad Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37

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Columnists Trackside . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14

By Jamie Maudsley

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Management S.O.S. . . . . . . . . . . . . . . . . . . . .16

By Kelly Bennett The Car Side . . . . . . . . . . . . . . . . . . . . . . . . . . .38

By Rick Cogbill

Features Profile: Reinventing yourself . . . . . . .18 The changes that Ed Klapstein has in mind for his Edmonton business are nothing short of revolutionary. Sometimes, he says, you just have to shake things up.

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Shop Computerization . . . . . . . . . . . . . .22 Improved connectivity mean the digital revolution can finally link every aspect of your business – with benefits previously undreamed of.

Tire Pressure Sensors . . . . . . . . . . . . . .24 Wheel transponders are presenting a challenge to service shops and forcing experienced technicians to ‘tread carefully.’

Brake Service . . . . . . . . . . . . . . . . . . . . . .26 Changing vehicle technology may require you to develop new brake-repair habits and drop some old ones.

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Technology changes.

Trucks change.

A Snap-on® Franchisee’s commitment to customer service never changes.

For more than 85 years, Snap-on’s unwavering committment to quality and service has been meeting the needs of top technicians.

1-800-665-8665 Eastern Canada • 1-800-263-8665 Western Canada Snap-on® is a trademark of Snap-on Incorporated. © 2006 Snap-on Incorporated. All rights reserved.

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Editorial VOLUME 11

NUMBER 6

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, Kelly Bennett and Claire Newman PUBLISHED BY Newcom Business Media 451 Attwell Drive Toronto, Ontario M9W 5C4 Phone: (416) 614-0955 Fax: (416) 614-8861 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.

“It’ll Come To Me” by Jason Felesky Phone (250) 494-4451 www.canadiantechnician.ca/covers

AUGUST 2006

Where do you get your parts?

Explaining why you don’t install customer-supplied parts takes diplomacy, patience and salesmanship.

By Allan Janssen For the past few years I’ve been asking an industry-related question as part of our monthly Auto Puzzle.

It’s mostly for my own amusement, really. I like to know what’s on your mind.

In the April 2006 issue, I asked if you ever install customer-supplied parts. I expected to hear that you don’t, but apparently the vast majority of you will take a customer’s part to the bay and put it on their car, no questions asked.

“We live in a DIY world.

If we don’t, someone else will,” was the word from Nova Scotia.

“We like to please our customer,” you said in Ontario.

“Sometimes the customer is very specific on their own parts,” you wrote from British Columbia.

What’s going on? I thought we were all pretty much on the same page about this!

For 10 years now I’ve heard conference speakers, management experts, industry leaders, and business trainers caution garage owners against using customersupplied parts. And many of the shop owners I’ve spoken with over the years agreed… but obviously only to a point.

What if it’s a long-time customer?

What if you’re not busy that day? What if the customer bought the part intending to install it himself but then realized he didn’t have the skill, equipment or time to do it? What if they have big Bambi eyes and plead with you to give them a break?

Not so cut and dried anymore, is it?

I agree that when it becomes a question of customer service, accepted business principles are sometimes temporarily suspended. Sometimes you just have to hold your nose and do what’s best – not

for you, but for your customer.

But the experts I talk to maintain that you owe it to yourself to state your case patiently and graciously. Remember, there are some very good reasons not to install parts that your customers bring in.

• You can’t vouch for the quality of the part that’s sitting on your counter; • You can’t ensure that it will fit the car in question; • If the part fails or doesn’t work, you can’t bring it back to the supplier; • If it fails or doesn’t work, it could damage other systems on their vehicle; • It could even damage your equipment.

But more importantly, you have an opportunity here to educate your customers not only about how your business works, but about how you look after their vehicles.

Do they understand, for example, that parts come in a quality spectrum of good, better, and best? You default to ‘best’ parts because they offer the best fit, function, and longevity.

Do they understand that you don’t simply install parts, you instill value?

Sourcing your own parts allows you to guarantee your work.

There’s a lot you can say besides “would you take a steak to a restaurant?”

It all boils down to educating your customer, selling your service, and being patient. I believe most customers will understand it’s in their own interest to let you do the job your way, even if it costs a little extra.

You can reach me toll free at 1-866-2226787. Or e-mail me at ajanssen@canadiantechnician.ca.

CANADIAN TECHNICIAN 5

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LARRY DICKISON

LETTERS Ontario Drive Clean shops need a better deal The plight of the lowly Drive Clean facility in Ontario is going largely unnoticed by government. Most garage owners entered the Drive Clean program based on information that, way back in 1999, made for a viable business model. But circumstances have changed. For various reasons, the cost of testing has climbed dramatically while the revenue has decreased. The problem is we are still bound by a $35 test-fee cap.

Our fixed costs – such as utility bills, insurance premiums, payroll expenses, and equipment repairs – have increased while the number of tests has been cut due to changes to the program. The recent exemption of newer cars from Drive Clean testing has resulted in an 18% drop in test volume for our garage while other facilities report even higher reductions.

As a member of the Drive Clean Focus group, we have tried to plead our case but so far nothing has changed. The argument that Drive Clean generates repair work for shops simply does not compensate us for the above losses as the current fail rate is below 10%. To put things into perspective, the fail rate predicted by the government back in 1998 (and proved correct at the time) was 20 to 25%. However, with older cars being scrapped and newer vehicles being more reliable, the fail rate and the resultant repair revenue have steadily shrunk.

As our test equipment ages, the cost of maintaining and repairing it is higher than ever, and expected to climb further. The

current situation leads to low morale among the Drive Clean facilities as well as a sense of frustration and a negative attitude towards the program and its administrators.

We are the government’s private-sector partner in this venture, providing testing and the necessary repairs that benefit our environment. We should not be ignored.

If only our industry had a strong, unified voice!

Eli Melnick, P.Eng. Start Auto Electric Ltd. Toronto ON

New technology is not all it’s made out to be!

I own a small auto-electric shop in central B.C. and I read Canadian Technician every month. We struggle in our shop with some of the newer vehicles, and the question that arises frequently is: Why are the

automakers so fired up about new technology when they cannot or will not support it once it leaves the showroom? It seems to me that systems are just put together and thrown out on the market for the salespeople to flog. The engineers know these systems won’t work for long in the real world. And they disappear after 2-3 years, which says something about their worth, does it not? There seems to be no accountability of the automakers to make an affordable vehicle for lowerincome people and the daily commuters.

Auto techs should not have to have $50,000 testing equipment to find tiny faults in such a complex piece of machinery. Younger techs have grown up with this so they don’t know any different. But we older techs are just frustrated with unnecessary technology.

Robert Hermanrude

RIDES

Reader

Michael R. Kouk, a technician at Lanpro Auto Care Center in Winnipeg, MB, says his 1969 Pontiac Grande Parisienne is a work in progress. It consistently ran a 12.5-second 1/4 mile, in Gimli, Man., and has a best time of 12.3 seconds.“With a good hit of the laughing gas, I’m hoping for mid 11’s!” he says.“It started as a experiment that went way too good. It’s the big green machine as my wife calls it.”

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

AUGUST 2006

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From Our Forum

Recent postings on www.canadiantechnician.ca/forum

Getting the price right How do you figure out how much to mark-up a part when a lot of customers are still only interested in the bottom line?

Just wondering if anyone is using the parts mark-up matrix that some shop management seminars are recommending. The matrix is a system for marking up certain parts more than others, based on their cost to the shop. The cheaper the part, the higher the mark-up. In the end, it’s supposed to even out to get the suggested 50 per cent mark-up.

GilV / 06-11-2006 Maybe we’re a little old school here, but we simply use our aftermarket parts supplier’s suggested retail price. As you likely already know parts are marked up between 35 and 75 per cent, depending on the part.

Dealer parts seem to max out at 10 per cent, so we don’t use them often, unless of course we run into a quality issue with the aftermarket parts.

Peter / 06-12-2006 I’ve been in business for a long time. With all the flyers out there and everyone being a “preferred” customer these days, a 70-75 per cent mark-up is kinda stretching it. As bad as the trade is, we’re able to charge for our time and, oh yeah, mark parts up 35 per cent. Lawyers have nothing to charge but their time and the same goes for accountants. My accountant always seems to remind me of that. This sliding scale I’ve been reading about can be tough to implement in a price conscious market. When the dealer charges a list price of $64 for a set of brake pads and the same set of aftermarket pads list for $139, what will the customer think when he gets a bill for $400 for a front brake job? Will he call the dealer to see what the brake pads cost there? Are aftermarket pads that much better? I feel a rea8 CANADIAN TECHNICIAN

sonable mark-up across the board works well and avoids embarrassing situations, my accountant tells me 35 per cent is good, and he’s always been happy with my numbers.

Gasaholic / 06-12-2006

can anyone set prices on parts when the pricing is so erratic at the parts source? As for labor rates, they range from $35 to $85 an hour at a professional shop down to a case of beer for the backyard mechanic.

Relic / 06-12-2006

The reason I’m asking is because I think you would be better off raising the door rate as opposed to raising the price on parts. As you say, it can be pretty embarrassing when a customer calls the dealer and learns he can buy the part there, over the counter, cheaper. If you raise your door rate at least you can justify it with better quality service. I would be concerned too if I was paying 20 per cent more for the same part from the same manufacturer, especially on dealer parts.

GilV / 06-12-2006

When it comes to parts, I’m not sorry to say that anything over 50 bucks gets two phone calls to find the better price. If you can save $30 on part that costs $70 that’s almost a half an hour’s labor (at my place) for maybe four extra minutes of my time. Also, there’s nothing wrong with competition among suppliers.

All the stuff is the same anyways.

Gasaholic / 06-12-2006

Debates about parts pricing can get pretty intense! I’ve known places where a customer off the street could get parts for less than what a garage paid for them. And when that’s the case, the customer also expects to pay less for labor. But, then again, there are mechanics out there who will do a job in their driveway with off shore tools for a third the price that a garage would charge.

The other day I needed brake rotors for a Saturn. I called my supplier, got a price and, since I was in a hurry, decided to pick them up myself. Shop price on the phone was $35 each. When I got there I found a new partsman on the counter. The price for a customer off the street paying cash was $20 each (ouch!) and when I asked for better ones, the price jumped to $70 ($120 retail). I was not impressed so I stopped at the Saturn dealer and picked up original equipment for $35 each. How

I know most consumers only consider the bottom line. If front brakes at Joey’s Garage cost $109.95, and we come in at $250, Joey wins! Even if Joey isn’t replacing the rotors, lubing the caliper slides, adjusting the rear brakes, and using quality parts like we would. And frankly, if that’s the case, Joey can have them. Unfortunately a lot of these people just can’t be educated.

Luckily we don’t get too many price-shoppers. Most of our customers are very long term and know the value of what they’re getting when they come here.

Pete / 06-13-2006

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.

AUGUST 2006

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Out

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&About

Car clinic draws confused consumers Free automotive advice on offer at public relations event for local shops.

By Allan Janssen Consumers in a central Toronto neighborhood got a chance to seek professional automotive advice for free last month.

A car clinic organized by Car Help Canada, was held at AML Auto Service.

Consumers were treated to free coffee, doughnuts, hats, and T-shirts while about a dozen licensed technicians from a number of area shops checked their cars and answered their questions.

According to AML Auto Service owner Art French, it was an excellent opportunity to educate people.

“That’s something we do every day, but here we get to bring them in and really show them how we do things,” he said.

Told that one consumer was overheard saying she was looking forward to an objective assessment of her car because in general she doesn’t trust technicians, French said that used to be a more common sentiment.

“I think it’s something that built up over the decades, but I think you see more good faith today than you did 40 years ago. And I think it’s getting better.”

Mohamed Bouchama of Car Help Canada agrees that some people still have a negative view of the industry, but it isn’t often justified.

“No doubt there are bad apples, as there are in every industry, but most garages work hard to make a living. And most are doing their best and are honest,” he said.

Bouchama said events like this give technicians and shop owners a chance to talk to people and build relationships.

Car Help Canada is a non-profit consumer organization with consumer members across the country, and a list of about 100 recommended garages. Its mandate is to help people who are having difficulty buying new or used cars, or resolving issues with dealerships or garages.

The event was well publicized on 10 CANADIAN TECHNICIAN

Art French, owner of AML Automotive Services in Toronto (at left) and Alan Gelman of GlennAlan Motors in Toronto (center), advises vehicle owner Afraim Hascalovici about his Ford Explorer.

local radio and television, as some of the technicians – like Alan Gelman of GlennAlan Motors in Toronto, and Ivars Plorins of Byford Garage in Newmarket, Ont. – are frequent hosts of phone-in shows about automotive repair.

Perhaps best known was Phil Edmonston, author of the Lemon-Aid series of books and a notable consumer advocate.

“Events like this go a long way to show people that there are still a lot of good, honest, hard-working technicians out there,” he said.

Edmonston believes the future of the automotive service industry is in the hands of independents.

“The big push by carmakers to get rid of independent shops by offering extended warranties and trying to tie the consumer to their facilities has flopped,” he

said. “That has not stolen the traffic from the independent shops. I think the future is with the independents.”

He said consumers get better service from independent shops, because independent shops can pick and choose the aftermarket parts that work best.

“Dealerships can’t do that,” he explained. “Dealers are handcuffed through the warranty and through the slight but stern warranties from the car companies that they must only use OE parts.”

He said independent shops are wise to go after savvy consumers who do their homework. “They’re more loyal, and the good word-of-mouth that results really helps to build businesses.”

For more photos of this event, visit www.canadiantechnician.ca.

AUGUST 2006

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OUT & ABOUT

Nissan Canada names top tech

Supplier News Aftermarket charities big winners at Shad’s

Québec City technician wins in his seventh appearance at NISTEC. A Quebec technician was named Nissan’s Nissan runs three technical training top gun in Canada, winning $1,000 cash centers for its 1000+ Infiniti and Nissan and a $3,000 tool gift certificate. technicians, in Richmond B.C., Brampton, Marc Cuillerier of Pelemo Nissan in Ont., and Kirkland (Montreal) Que. It also Québec City, QC won the 2006 Nissan offers training at a number of community International Service Technical colleges throughout the country.

Excellence Contest (NISTEC) in Canada, “NISTEC is an excellent opportunity defeating 11 others who took part in a to communicate Nissan’s expectations grueling hands-on test at Nissan’s head for technical excellence,” said John office in Mississauga, Ont. in June.

Junker-Andersen, director of parts, servCuillerier has worked for Nissan dealice and quality assurance for Nissan erships for 20 years, starting when he Canada. “Technicians who perform well completed his apprenticeship. This was at NISTEC demonstrate their exceptional his seventh time competing at NISTEC. knowledge, skills and ability to fix cusThe winner from the Eastern Region tomers’ vehicles right the first time, (which includes Ontario and the Atlantic which translates to an unparalleled level provinces) was Ken Heisler of of care for our customers.

Brampton North Nissan in Brampton, Ont. The winner in the Western Region (which includes Manitoba and everything west) was Marty Vernon of Brasso Nissan in Calgary, Alta.

There were also winners in each of the three competition categories. Denis Gagné of St-Leonard Nissan in StLéonard, Que. won both the Marc Cuillerier of Pelemo Nissan in Québec City, QC electrical category and the won the 2006 NISTEC Canada competition, topping mechanical repairs category. more than 1000 Infiniti and Nissan technicians across Darryl Saviskoff of Fish the country.

Creek Nissan in Calgary, Alta. won the driveability category.

Iain Hanley, manager of training for Other competitors this year were Bob Nissan Canada, says the skills demonKeeley, of Alta Richmond Hill in strated at NISTEC reflect Nissan’s “F1” Richmond Hill, Ont.; Chris Nordoff, of mandate. F1 stands for ‘fix it right the Heritage Nissan in Dartmouth, N.S.; first time.’

Mike Samson, of Scott Slipp Nissan in “Events like this are extremely imporKentville, N.S.; Michel Mercier, of Troistant to us,” said Hanley. “The customer’s Rivières Nissan in Trois-Rivières, Que.; experience at our facilities is very imporEric Robitaille, of Blainville Nissan in tant to Nissan, and this helps strengthen Blainville, Que.; Dwayne Melnyck, of that.”

Brasso Nissan in Calgary, Alta.; and He said NISTEC encompasses more James Southam, of Oakwood in than simply repairing the vehicle, but Saskatoon, Sask. protecting the customer’s vehicle from any damage during the repair process.

“This is stressed in all of our training,” For more pictures of this year’s NISTEC he said. event, visit www.canadiantechnician.ca.

AUGUST 2006

Shad’s R&R, the annual golf tournament for muscular dystrophy research raised over $150,000 again this year, bringing the total raised in its 33year history to $3,126,700. This year’s event, attended by 236 golfers, was the first since the passing of its founder Fred Shaddick. A tribute video featuring the song “My Way” by Frank Sinatra was played in his honor. The winning foursome was the Kleenflo Team (Adam Candido, Brian Banks, Matt Osborne and Frank Atkinson). Rory Sones of Matthew Scott Marketing won the Air Canada trip for two; Jim Hall of NAPA Undercar won the GOSS Industries $1,000 hole contest; Jerold Winter of Motorcade won the $3,000 Bestbuy Electronics shopping spree donated by Matthew Scott Marketing; and Greg Walsh of NAPA Peterborough, independent automotive consultant Don Hannah of Oakville, and Scott Stone of Mevotech won the three TVs donated by Matthew Scott Marketing. Also at the event, $1,100 was raised for a new automotive aftermarket charity initiative – High Fives for Kids – which supports children in times of need.

WIX sweepstakes to ‘Party Like a Rock Star’ WIX Filters has launched the WIX ‘Party Like a Rock Star’ Sweepstakes, a six-month contest that will give four race fans an all-expense-paid VIP trip to the 2007 NASCAR NEXTEL Cup Series event at Las Vegas Motor Speedway. A service provider, his customer, and two guests will get garage and victory lane passes, accommodations, airfare, leather jackets, a helicopter ride to the race, an infield RV to relax in, and over $6000 in spending money. Online information and rules are available at www.wixfilters.com.

Prenco history told on corporate web site History buffs will get a kick out of a new section on Prenco’s web site. It documents the company’s involvement with the Canadian military through World War II and as a supplier to the creators of the legendary Avro Arrow airplane in the decade following the war. The story of Prenco founder J.K. Chmel who immigrated to Canada in the late 1930s to escape the looming war in Europe can be found at www.prenco corp.com. Throughout its history, Prenco has kept pace with the automotive industry and the advancements in technology. Today, it manufactures parts for virtually every vehicle make and model in North America.

CANADIAN TECHNICIAN 11

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Supplier News

OUT & ABOUT

Customer appreciation night intended to ‘build relationships’

S

hant Ghazarian took 300 of his closest friends to the movies in June.

The owner of the Mars Tire Goodyear shop in Aurora, Ont. celebrated customer appreciation night at the local cinema, watching the Pixar animated movie “Cars” on the big screen and then taking everyone out for barbecue wings.

“Whatever you can do for your From left, Sako, Shant, and Vartan Ghazarian customer, it’s worth it,” he says. “It with their customers at a showing of the builds relationships.” animated movie “Cars.”

It was his most elaborate customer appreciation night yet. In previous Ont., admits the event might not have years he has invited people down to the worked so easily at some of his other shop for barbecue lunches, ice cream, locations which draw on larger customer kids games, and bouncy castles. But the bases or cast a wider geographical net. interest in the new movie, and “Aurora still has the feel of a small Goodyear’s corporate tie-in, made it a town,” he says. “The customers we’re slam dunk for his Aurora shop. inviting are more likely to know each “I really wanted it to be a family other. It becomes a small community affair,” he said. “It was sometimes hard event.” to get the whole family out. And that was In fact the local newspaper was invitthe whole idea. This was something ed to come out and take pictures as everyone is quite excited about.”

Shant and his brothers, Sako and Vartan, Ghazarian, who also owns Goodyear who help him manage his businesses, shops in Agincourt and Newmarket, as handed out balloons and concession well as a Speedy shop in Richmond Hill, coupons at the theatre.

Perry G.Carey of Perry’s Auto Shop Inc.in St.Catharines, Ont.sent this in, reporting that a customer did his own brake line repair using vacuum hose and eight hose clamps.He drove the vehicle like this for a week before bringing it in because the brakes wouldn’t work at all anymore.

“The first thing that comes to my mind is it could be my children or mother crossing the road when this driver found out he couldn’t stop in time,”he says.“This is why I believe that unless you hold a certificate of qualification you should not be allowed to purchase safety related auto parts.”Good point.

Have an interesting picture to share? Send it 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 AUGUST 2006

ACDelco’s ‘Real Car Guys’ ads will now feature ‘non-car guys’ ACDelco’s ‘Real Car Guys Know’ marketing campaign has taken a twist, and now showcases what ‘non-car guys’ don’t know. Entitled “Confessions,” the new 30-second TV spots will air on Speed Channel programs. They feature men who, after failing to follow routine service recommendations, confess that they should have acted differently.

ACDelco advertising manager John Zamzow says the ads use humor to encourage consumers to turn to independent service centers that use ACDelco parts.

Delphi wins awards from Uni-Select and Activant Delphi Product and Service Solutions was recently presented the 2006 President’s Award for Electronic Data Excellence by Activant Solutions Inc. in recognition of quality and timeliness of product data. The award is based on things like data accuracy, completeness, consistency, timeliness, delivery, and communication.

The company was also named Supplier of the Year by Uni-Select’s Memphis Division. The award is voted on by Uni-Select’s jobber and installer customers.

Don Thompson Jr. wins ‘most laps led’ award CASCAR driver and five-time champion Don Thompson Jr. added to his long list of awards recently by winning the Snap-on Tools Most Laps Led Award for the first CASCAR race of the season in Barrie, Ont. Thompson started on the pole, led 142 of the 250 laps and finished the race in second place. Above Don is pictured receiving his award from Snap-on marketing communications manager Ray Lavender.

Blue Streak realigns Canadian sales areas Blue Streak-Hygrade Motor Products Canadian sales management group has been divided into two regions: Western and Eastern Canada.

Steve Ellis will assume the position of regional manager for Eastern Canada (Ontario, Quebec and Atlantic Canada). Dave Desmarais will continue to manage and develop growth opportunities for Western Canada. Larry Raymond has also been appointed to the position of manager, special markets. Scott McKenzie has been appointed to the newly-created position of district sales manager for Ontario.

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Trackside

Drag chief The lessons of the track are never lost on crew chief and shop owner Dan Watson..

By Jamie Maudsley

Throughout Canada there’s an elite group of automotive technicians who work on the public’s cars during the workday, but burn the midnight oil prepping racecar drivers for their weekend exploits at the track.

Among them is 40-year old Dan Watson, the crew chief for one of Canada’s most heralded drag racers, ‘Dragin’ Don Murray.

For the past seven years, Watson has been the lead hand on Murray’s ride. During his tenure, in fact, the famed Metallic green 1956 Corvette has become one of the most popular race cars on the west coast of Canada.

“Ours was the first ProStreet/street-legal car to dip into the 7’s,” boasts Watson. “Don’s been able to win eight ‘Wally’ trophies. There are guys that have been racing their entire life, and have spent hundreds of thousands of dollars that have never won a single one, let alone eight.”

Murray’s chores at the track could involve just about anything.

“I do a whole bunch of… everything, actually,” he admits. “If we have a problem with the motor, I jump in and work on that. I’ve also worked on transmissions and rear ends. I’ll pretty much do anything.”

He’s been working with the same guys for seven years now, so everyone pretty much knows their role. But when something goes wrong, any one of them must be ready to step up.

“The thing I love the most about racing is enjoying the cars, the people, and just getting to spend some time outside during the summer,” he says. “It’s a lot 14 CANADIAN TECHNICIAN

different from being at the shop Monday to Friday.”

The shop he’s talking about is his own Taylorwood Auto & Auto Body in Langley, B.C. His day job, while less glamorous, is no less fulfilling. That’s because over the years, Taylorwood has developed an enviable reputation locally.

“The shop has long been a part of the

local racing scene,” says Watson, reciting the long history of the business. “It’s been around for 40 years and I’ve owned it for about 15 years now. We can work on six cars at a time on the automotive side of things, and six more on the auto body side.”

The shop is also one of Don’s sponsors.

“That relationship has been great for the shop,” says Watson. “We’ve gotten so much business from being involved with the race car, and the best thing is that we get to show off the paint work we do every time Don goes down the strip. Our home track is Mission Raceway, which is pretty close by.”

And while the technological data he gains at the race track is sometimes tough to apply in his shop, Murray says

the work ethic and problem-solving skills he needs at the track are the same ones he draws on at Taylorwood.

“You have to think quick at the track.

There’s a lot of down time, but there are also a lot of times when you have to get something done in a hurry,” he explains.

“I think that prepares me for the shop.

When a problem comes up with a customer’s car, it may not be the exact same as a problem on Don’s ’Vette, but I might be able to diagnose it quicker, because we’ve had the same sort of problem with the race car. We’ve also been able to get into a lot more of the high-performance areas on customers’ cars, because they know we have ideas and concepts that were developed on a very high-horsepower racer.”

By the time this month’s issue reaches your hands, his team will have put the ’56 Vette on the back burner, while they debut a new creation: a 1963 Pro-Street/Outlaw Pro-Mod. “It’s a pro-mod chassis, and we’re going to run it on alcohol with a turbo. It should get the cars into the 6’s, and we’ll break a lot fewer parts than running nitrous. It’s a new challenge for the team, but we’re ready for it.”

‘Dragin’ Don Murray, and his crew chief Dan Watson have become chiefs of horsepower on the west coast, and they’re ready to show it off to the competition in their new ride this season.

Know someone who fixes cars during the week and races during the weekend?

Contact Jamie at jmaudsley@rocketmail.com. Maybe there’s a Trackside story there!

AUGUST 2006

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MANAGEMENT

S.O.S. SELLING ALL your labor inventory

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.

Four steps to raise your shop productivity… and ease your burden at the same time!

yth The E-M reading d e h s i n old d. I fi ff the e gro un lly: u sted o ing som d n i I a g d n Dear Ke y inall the game. A e I’ m f in the preting eel lik y head m inter m ’ I t e f g i OK. I f ed me f I’m t! But ch help ct me i us i n g i ed, whi . Corre h ctually t a n o e m r Revisit a ec hs % last ght? I d the t o n l y 56 Am I ri ock… an e ment. ity was g v a i n t a c m u t i m e cl t d p of sho ected i our pro akdown er susp ectly, e v r r e r b n o c e I t s e number me day… a compl body so nts to re some hat poi i t f t o u t b wrong ht have w I mig ays kne w l a I mean, e me! would b

Dear Erol: Let’s put it this way. If I hired a manager who let productivity slip to 56 per cent, the next thing he’d have to dust off would be his resumé.

What I like, though, is that you’re accepting the blame.

When I was new at this game, I used to blame almost anyone and everyone for my problems. I figured I was working plenty hard, so it couldn’t be my fault that I was losing money.

One day when my management consultant arrived for our appointment, I was under the gun, dealing with a comeback customer, explaining to someone else why his car wasn’t finished yet, and helping a technician with a diagnostic nightmare all at the same time.

After putting out those fires, I turned to the consultant and apologized for delaying our meeting. “Oh, that’s no 16 CANADIAN TECHNICIAN

problem,” he said. “This time has been very valuable for me. I’ve learned a lot about your business just by watching you.” My peacock feathers puffed right out. But then he told me what he learned. “It can be a lot of work losing money, can’t it?” he said.

You see, Erol, the biggest problem in my shop was me.

I had tried working harder and longer to make my business work. I focused on increasing sales and I got pretty good at it. In fact one year, I had a record-breaking sales increase of $287,000 over the year prior. I was thrilled. However, it’s embarrassing to admit, but when I sat down with the accountant to review my year-end taxes, I realized that my net profit had only increased by $240. I was stunned. I wanted to say “Show me the money!” All that extra money in sales, the result of lots of extra work but only a

lousy $240 in my pocket.

I’m glad you put your time clock back up. I think it’s one of the most valuable pieces of diagnostic equipment you’ll ever acquire for your business. What I learned from mine was that my productivity problem was costing me thousands of dollars every month. I simply wasn’t managing my technicians’ time properly. I needed a solution. So I created a spreadsheet to track productivity and efficiency every month.

(Just e-mail me at kellythecoach@aol.com if you want a copy – I’ll send it to you.) As I made management changes, I could instantly see the numbers go up. Our sales increased exponentially.

Here are the top four things we did to manage our time better to increase our productivity: 1. Scheduling We realized that we were trying to squeeze as many vehicles as possible AUGUST 2006

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Larry Dickison

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into each day. If there were any empty lines on our daily schedule, I thought we didn’t have enough cars. Yet we usually ended up running out of day before we ran out of cars.

I determined that the biggest problem we faced was the “oh-by-the-way” customer. You know the type. They want more work done than they’d told us about when we booked the appointment. Consequently, we didn’t book enough time for him. “Oh, by the way, it’s been making a noise; can you check that out?” “Oh, by the way, it’s been pulling to the left; can you check that out?” “Oh, by the way, it needs an oil change, can you get that done today?”

We tracked it. About 55% of our customers would ask if we could do more work on their cars. We needed some breathing room in our schedule if we were going to get it all done. So now we have 40% reserve time built into our schedule on Mondays (the biggest day for customers without appointments). And from Tuesday to Friday we book about 30 per cent reserve time right into the schedule. It really works! We used to pull technicians off vehicles all the time to handle unscheduled extras. Now it’s a rarity.

2. Start Times I started asking my counter staff to arrive an hour before the technicians got to the shop. That’s because I found that the techs used to start their day with a coffee break as they waited for the front counter staff to deal with the morning calls and customer AUGUST 2006

drop offs, prepare the work orders, and dispatch the work. Considering that a tech’s time is worth almost $3 per minute, that morning coffee break was costing me plenty! Now when our technicians arrive, we’re ready for them.

3. Inspections We developed a three-level inspection program.

Level 1 is a cursory inspection on every vehicle every time it’s in our shop. It’s a simple complimentary “no wrench” inspection that covers 14 major wear points. Our customers are informed up front that the inspection is included so they’re mentally prepared if we find anything.

Level 2 is a more detailed seasonal inspection. It covers 35 points – includes brakes (wheels off) – and takes about 30 minutes to complete. We charge 1/2 hour (quoted in dollars) and recommend our customers have it done each season of the year.

Level 3 is our comprehensive bumperto-bumper inspection, covering more than 200 points, and taking 60-75 minutes to complete. We charge 1.3 for them and market them as a great way to keep vehicle safes and avoid costly break downs.

4. Increased Communication We used to have customers who would drop off their keys with a short note and then head out the door. Not any more.

We now tell them when we make their appointment and when we call back to

confirm the day before, that we’ll need about 10 minutes of their time when they drop off the vehicle.

We do a quick walk around when they arrive. A hassle right? Not at all. It gives us a chance to assess the overall condition of the vehicle, obtain the current mileage, check the oil change sticker, and notice tire wear. And it really demonstrates our interest in their particular vehicle. It’s not just another job to us. We’re showing our commitment to the customer.

We also have our customers fill in applicable forms for such things as driveability complaints, brakes, noises, and vibrations.

These forms go a long way in saving our technicians time (which ultimately saves the customer money). Our technicians appreciate those forms so much that they really hold the counter staff accountable.

The forms have to be filled out to work.

I’m not saying all of this is easy, Erol.

Changes are hard and I didn’t think I had the time to make and enforce them. But I’ve come to see that it was not time I was lacking, but discipline. When I forced myself to adapt a new system, more and more of my time was freed up.

I just finished another book that I know will help you. It is called Now Discover Your Strengths, by Marcus Buckingham. I wasn’t clear on what my real strengths were until I read this book and completed an on-line assessment (you need a code found in the book to log on).

My advice to you is to find out where your strengths lie and focus on honing them. It’s much better than trying to fix the weaknesses!

Well, Erol, this is my last day before I head to a leadership summit in Chicago.

We’re turning it into a working vacation – lots of learning with some much needed R&R on the side. I sure hope you get some time off too!

As always, 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 kellythe coach@aol.com or visit www.kellybennett.ca

CANADIAN TECHNICIAN 17

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Ed Klapstein in his home garage with his restored 1949 Dodge Coronet and 1950 Ford pick-up.“You have to know what you’re doing. Do it mechanically correct so not only does it look good but it drives right,” he says.

Reinventing yourself An Edmonton shop owner says if what you’re doing isn’t working, it may be time to shake things up.

By Allan Janssen

I

t’s not that Ed Klapstein doesn’t enjoy the automotive repair business. His love of cars got him into the business in the first place.

But the Edmonton shop owner has kept a keen eye on business trends, and lately he hasn’t liked what he’s seen. He’s starting to think about more fulfilling – and potentially more lucrative – ways to make a living.

And if that means turning his eightbay repair shop in Edmonton into a specialty restoration shop he’s prepared to do that.

“I’m ready to take a chance,” he says.

“I’m not rash enough to jeopardize my future. I’d plan it out. But I’m going to 18 CANADIAN TECHNICIAN

change with the times. If there’s an easier way, I’ll take it.”

It’s a plan that has been formulating in his mind for the past several years.

“This industry is not making things easy for us,” he says matter-of-factly.

“The risk versus reward... the hassles of the job versus the satisfaction it offers…

I don’t just sit in my office and contemplate fixing cars. I investigate my options. Why not just change things up?”

In his own backyard, the economy would seem to favor restoration work, he believes.

“Repair isn’t a feel-good purchase. It’s a grudge purchase. It’s an expense. It’s a pain. No one really wants to spend

money on their daily driver. Perfect world, they wouldn’t spend a dime on it,” he explains. “Restoration work, on the other hand, caters to baby boomers, people with disposable income. It’s a feelgood purchase. A guy will spend thousands of dollars on ‘his baby’ and when he sees the new motor or he’s got his new chassis or wheels, he’s happy.”

The point, says the 46-year-old Ed, is that a business owner like himself has to be ready to change. Radically, if necessary.

“Sometimes you just have to do something new. You can’t just sit in the office and say, ‘Woe is me,’” he says. “People want different results, but they keep AUGUST 2006

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Everett Klapstein changes out the heater hose on a Ford F350 pick-up.

doing things the same way, hoping things will magically fix themselves. It doesn’t happen. You have to make the change at the top for anything to come out different at the end.”

Ed himself got into the auto repair business right out of high school, working at local gas and service stations, getting his apprenticeship, and finally

AUGUST 2006

earning his licensed at the age of 21.

He started Ed’s Auto Service at the age of 24.

It was in a 2,500-square-foot building with a small office, garage door in the front, and two hoists – an old service station from the ’40s with terrible insulation. He worked long days and through a whole lot of weekends.

“It was difficult, because I was on my own for the first little while, but I could see early on that this could work,” he says. “I’m pretty darn stubborn; I just kept plowing ahead. I was good at saving. I didn’t have a family at the time, so I took home the bare minimum. I put everything I could back into the business. All the equipment I bought was auction sale, used, or refurbished. I fixed them as they broke, and replaced them when I could afford it. I bought a couple of scopes. You build it up as you go.”

And grow it did. He built a new shop in a busy retail area. It features a unique reception area with a ‘Select-O-Matic 200’ jukebox, a 1949 Hudson that he and his kids bomb around town in, an old-fashioned barber chair, a 1950s style CocaCola machine that sells bottles for 10cents, and a couple of antique gas pumps that still work.

Beyond the cosmetic, however, Ed’s Auto Service quickly grew in reputation and profitability. In an average month he now handles about 120 cars. The average ticket comes in at about $500. Enough work to keep two licensed technicians and an apprentice busy.

Ed shares service writer duties with his brother Everett, a licensed technician, and keeps the shop humming with lots of management systems learned through years of training. More than a decade ago, Ed joined a “bottom line” group of owners from around Canada and the United States where they receive intensive management training and dis-

CANADIAN TECHNICIAN 19

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Licensed technician Dallas Kleinschroth removes a serpentine belt on a 1991 Chev Lumina 3.1

cuss their business experiences in excruciating detail.

“They really hold your feet to the fire,” he says. “Most small business owner are not accountable to anyone. But in our management group we have to set goals and if we don’t attain them, they ask why not. You reset your goals and try again. If you consistently ignore your targets, they’ll toss you out. It’s all about progress.

You have to be serious about it.”

The group transformed the way he did business.

“I starting learning my numbers. I started learning how to be a business owner,” he says. “I knew I couldn’t get away with flying by the seat of my pants anymore.”

His advice to shop owners is simple: “Know your numbers inside-out, backward, and upside-down. Know them,” he says. “And understand your targets too, because if you know what’s wrong you can fix it. You have to be a business owner. You can’t be a technician trying to run a business from the bay.”

Since he started tracking them closely, the numbers have been very good to Ed. But lately the economy in oil-rich Alberta is changing things.

“We have an upper-end repair clientele,” he explains. “We’re easily one of the more expensive shops in the area.

During boom times, which we’re in right now, we tend to do worse, because our typical customer is buying new vehicles.

We don’t get the repair work anymore.”

Besides that, fixing cars isn’t where it’s at these days, he believes.

20 CANADIAN TECHNICIAN

“There’s less fixing to do. You chase the maintenance dollar to extend the life of these vehicle so they don’t break-down so you can’t fix them. It’s like shooting yourself in the foot.”

And vehicle reliability and the new focus on maintenance work means cars are lasting longer. So when Ed started investigating his options, he kept coming back to restoration work.

Restoration work caters to baby boomers, people with disposable income.

It’s a feel-good purchase.

A guy will spend thousands of dollars on ‘his baby’ and when he sees the new motor or he’s got his new chassis or wheels, he’s happy.

“A love of unique cars is the reason I got into the trade in the first place, so I suppose that’s why I’m leaning in that direction,” he says. “Baby boomers have the money to pay for work, and lack the skill to do it themselves. You’re a hero to them if you can bring their old muscle car to life.”

To prepare for a career change, he has begun investing in the proper machinery, welders, lathes, and a milling machine.

He’s taking courses at the Northern

Alberta Institute of Technology. And he has taken his own restoration projects very seriously, using them as a test case for a possible new business model. He can tell you to the dollar how much he has spent restoring the 1949 Dodge Coronet which now features a Cadillac Northstar engine. Or the 1950 Ford pickup, now powered by the 305 engine from a 1990 Iroc Camaro. Or the 1928 Model A Roadster which was repowered with a 331 Chrysler Hemi from a 1951 Imperial.

“I’m always attracted to odd-ball projects, things that are a little different.

They appeal to much smaller percentage of the population, but they’re unique,” he says.

And they come with their own unique challenges. The Northstar engine, for example, had to be converted for rear-wheel drive, which is a tricky proposition. To fit the engine in the car, he had to fabricate some things, modify the bell-housing, create new accessory drive brackets, and build a new sub-frame.

“You have to know what you’re doing.

Do it mechanically correct so not only does it look good but it drives right.”

It’s the kind of work that really interests him…and could be lucrative.

“I’ll take it where it goes. If it gets to the point where it outstrips what we’ve been doing traditionally, I’ll probably forget about repairs completely. I’ll drop my overhead and expenses, and start marketing my service through the Internet or where it makes sense,” he says, as if he’s drawing up the new business model on the spot. “If you get some of that kind of work, you put one guy on it full time. The rest of your personnel stays on the traditional work. And then you see what happens, what comes through the door. If you get more work, you either move guys over, if they’re willing, or you hire someone new. You play it by ear. You don’t know how it’s going to go. But I’m willing to give it a try. ” Ed exudes a quiet confidence as he talks about his business. He’s not acting out of emotion or desperation. He’s simply looking at the changing economic landscape and trying to figure out where he fits in.

“Sometimes you have to reinvent yourself,” he says with a smile.

AUGUST 2006

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Making a CONNECTION The automotive repair industry is catching up to the digital age… are you there yet?

By Allan Janssen In most industries, hand-written invoices are a thing of the past.

In the automotive aftermarket, however, there are still some pockets of resistance where computers have not been introduced. These pockets are shrinking, but in an industry that is otherwise reliant on cutting-edge technology, it’s surprising to see shops that are unable or unwilling to embrace new ways of doing things.

For a multitude of reasons—not least of which is the professionalism they bring to a business—computer systems should be standard operating equipment in automotive repair shops.

To be fair, the automotive aftermarket got off to a shaky start with computers.

Even 10 years ago, it was uncertain exactly how they would ultimately transform automotive service facilities. But today, that transformation is on display at the best-run shops in the country.

“I can’t imagine running my business in the 21st Century without a computer system,” says Dave Wiggins of Dave Wiggins Automotive Services in Orillia, Ont. “The reason our labor rate is $79 an hour is because we’re a professional shop and I couldn’t justify fixing cars for that price without being properly plugged in to all the resources that are available to me.”

Like many in the industry, he went through several systems before finding one that fit his business perfectly. He also invested in good quality hardware to last as long as possible. Wiggins says the system is paying for itself in cost savings 22 CANADIAN TECHNICIAN

(no more bookkeeper) and convenience.

“If I input things correctly, it automatically sorts everything and patches those numbers through to the GL, the general ledger, where they go. The result is that at the end of the month, when I want a report on my business, it probably takes me seven minutes to create one.”

And this is the real value of an integrated computer system. Knowing your numbers.

Ed Klapstein, owner of Ed’s Auto Centre in Edmonton, Alta., says the most important change he ever made to take his shop to “the next level” was an accurate computerized system. (See story, AUGUST 2006

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page 18.) It allowed him to track his business more closely.

Klapstein went from hand-writing invoices to having complete analytical data at his fingertips instantly.

“People still hand-write their invoices.

You shouldn’t, but I know they’re out there,” he says. “Even among those who have computerized their operations, I think there are many who don’t use their system to its full potential. They just use it as a work order writer. You lose all the benefit of having it in the first place. The general ledger stuff is invaluable.”

Like Wiggins, he has found that you get out what you put in.

“You can pull out all the numbers you need pretty accurately, as long as you put the right data into it,” he says. “You’ve got to track your business though. Know your numbers inside out, backward, upside down. And understand your targets too, because if you know what’s wrong you can fix it.”

Computers streamline virtually all of your business operations… so why have some shop owners been reluctant to take advantage of the efficiencies a dedicated

Page 23

system brings? Wiggins believes it’s a generational thing.

“Today’s generation is completely comfortable with it. It’s a way of life for them. But for me—and I’m not that old, I’m 40 — I didn’t take a lot of computer studies in school. I can’t type 70 words a minute like my 20-year-old techs can. To a lot of people my age and older the computer is a little white box that, if you push the wrong button, could wipe out all your important information. They’re terrified of it!”

If it truly is a generational issue, there’s no question our industry will be fully up to speed with the digital era in another 20 years. No telling what new synergies computers will bring to the automotive repair and service industry by then. But the efficiencies available now are already impressive.

In the front of the shop, there are computer programs that specialize in customer relationship management, shop activities, and essential accounting.

In the background, your suppliers have upgraded their systems to allow you to tap into online catalogs and inven-

tories. You can order your parts without picking up the phone, and even determine what parts you’re likely to need in the months ahead, based on vehicle registrations in your area.

And in the back-end, information technology is ready to supercharge your service bay, with diagnostic equipment that ‘talks’ to your shop computers, updates your repair information automatically, and tracks service bulletins 24 hours a day, seven days a week.

Even your heavy pieces of equipment, like lifts, for example, are being manufactured with computer ports to allow them to connect to manufacturer web sites, download critical repair information, and print diagnostic reports.

Computerization offers your business a competitive advantage. Among many other things, it will let you know if you’re on track to reach your goals, or if you need to start looking for a new career.

As Wiggins points out, “Things have changed a lot in the last 20 years. We certainly fix cars differently now than we did back then. We have to change with the times.”

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UnderPressure!

Three ways to survive tire pressure monitoring systems.

By Claire Newman

A

s if technicians didn’t have enough to worry about already, tire pressure monitoring systems—not just wheel speed differential systems, but individual wheel transponders—will be installed on most new vehicles sold in the U.S. by 2008.

This means Canadian technicians are likely to encounter more of these transponders, even though our government hasn’t (yet) passed legislation requiring the systems.

These warning systems may be good news for certain SUV drivers and their passengers (the systems are designed to 24 CANADIAN TECHNICIAN

prevent problems from low-pressure tires blowing out, which may cause the vehicle to roll over if the driver reacts by rapidly taking corrective actions). But for technicians this may also mean new potential problems and expenses if a monitoring system component is damaged or not reset correctly during routine service.

Many shops have already had unfortunate experiences with tire pressure monitors (TPMs), from breaking them to being plagued with warning lights that won’t turn off or keep coming back on.

These systems are still relatively new, so

correcting problems engineers never thought of is still an ongoing process.

Until all the problems are worked out, here are three important ways to avoid ruining the sensors or being plagued with a vehicle that keeps coming back with a light on.

1

Be careful not to crush the transponder with the tire bead breaker.

This seems obvious, but when things get busy it’s easy to forget the simple precautions that make the job go smoothly (like pumping the pedal AUGUST 2006

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▲

Wheel transponders are presenting a challenge to service shops and forcing experienced technicians to change their service habits.

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Tire pressure monitoring systems may be good news for certain SUV drivers but for

before road testing a brake job).

If the tire valve screws in place, remove the retaining nut before breaking down the tire and allow the transponder to fall into the tire.

If you’re not sure whether or not the vehicle has a transponder, breaking the bead at 90 degrees from the valve stem is one of the best ways to prevent damaging the transponder.

Some service information systems recommend breaking the bead 180 degrees from the valve stem to prevent problems, but certain aftermarket companies recommend installing their sensors in this exact position, banded to the inner rim—meaning an unsuspecting technician would send the bead breaker directly on the transponder and likely cause damage. Many vehicle manufacturers recommend, in their own service information, breaking the tire bead 90 degrees from the valve, then rotating the wheel away from the valve when separating the bead from the rim to minimize the chances of damaging anything.

Checking service information for the vehicle-specific procedures is, as always, a great idea.

technicians they can mean new problems and expenses. be frustrating. For many vehicles with wheel transponders this is just not possible since the system won’t work successfully with the other rims.

The reset tool may not work with steel wheels, so switching the transponder from rim to rim may not work either.

Unfortunately, this means that customers who use separate wheels for winter and summer may drive all winter with the warning light on.

Creative technicians are trying to find safe ways around this, from installing aftermarket transponders on the winter wheels switching the OE transponders to the winter rims—often unsuccessfully. Hopefully, a permanent solution to this problem (not removing the bulb!) will develop before next winter’s tire change season, but in the meantime knowing about this problem may save time trying to fix the unfixable.

Wheel transponders are presenting a challenge to service shops and forcing experienced technicians to change their service habits. Keeping these three points in mind will hopefully prevent problems, keep service work profitable and keep customers safe and happy.

2

In general, performing the reset procedure—including any road test procedures such as driving the vehicle for a set distance or speed—immediately helps prevent the warning light from coming on after the vehicle leaves.

If the system just won’t relearn—and the transponder batteries are good—try rolling the wheels one quarter rotation then repeating the procedure.

Reset the transponders whenever the wheels are serviced, using the special tool if required (this tool may even come with the vehicle), remembering that some vehicles use a transponder on the spare.

3

Installing seasonal wheels, then trying to shut off the warning light may AUGUST 2006

CANADIAN TECHNICIAN 25

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‘Braking’some old habits Why you need to reconsider the way you do brakes.

By Claire Newman

B

een doing brakes for years and never had a problem? That’s great. But with changing brake technology, you may soon find that what has worked well in the past could start creating expensive problems and angry customers.

In fact, you may have to relearn what you thought you knew about brakes.

And we’re not just talking about becoming familiar with on-car brake lathes or learning about brake-by-wire systems (although an understanding couldn’t hurt). We’re talking about developing new habits and breaking some old ones.

Here’s a short list of techniques which can be problematic… and a few suggestions on how to avoid problems.

Old habit: Machine the rotors, install new pads, road test and release the vehicle.

New habit: Make sure run-out is within specifications before testing or releasing the vehicle.

Why: Excessive rotor run-out is increasingly common and may create problems months down the road.

Pulsation may not be noticeable right away—it may take 10,000 km or more to develop. But when it does develop, if the run-out problem isn’t corrected the repair cycle just repeats and pulsation returns again. The process to measure and correct run-out is detailed in service information—pay attention to bulletins for the latest procedures, especially for “problem” vehicles.

You can also prevent pulsation from developing by indexing the parts before disassembling anything—that means taking tire chalk and marking the wheel, wheel stud, rotor and hub so the parts can be reinstalled in their original posi26 CANADIAN TECHNICIAN

Backing plates may cause noises if they’re even slightly distorted – a tricky and annoying problem to diagnose.

tions when the work is complete, then removing the marks after the components are reassembled (and correctly, manually torqued). And don’t forget to measure the brake rotors before machining—more than a few vehicles use rotors which go undersized before their first reline.

Old habit: Assume parts prices are relatively constant and parts are in stock.

New Habit: Check price and availability carefully every time.

Why: One of the ways to speed up the service process is to let the owner of a vehicle which may need brake work know the approximate costs involved when the vehicle is dropped off, to avoid waiting for authorization later on. Getting a preliminary authorization from a customer is still a good idea, but assuming parts prices are comparable to similar vehicles or are available on short notice is “doubledog-daring” a problem to develop.

Certain components are notoriously out of stock, or may only be available as part of an entire assembly or kit—and the prices may be much higher than you’d imagine. Sometimes different versions of the same vehicle use vastly different parts with very different prices.

Quoting costs without checking the actual numbers or disabling a vehicle on a busy hoist may be an expensive gamble, especially if the parts are back ordered from another country—or cost many times the price of parts for similar vehicles. Both situations have happened before with common domestic vehicles.

Not only does “don’t guess” apply to servicing vehicles; it now applies to parts as well.

The quality of the replacement parts is something else to consider. Some aftermarket parts are surprisingly inexpensive, but may not be the best choice to prevent problems. Inexpensive components may cause unacceptable noise and AUGUST 2006

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pulsation, as many technicians learned the hard way. Vehicles seem fine when released, but then develop problems which get traced back to the parts used in the last repair. Unfortunately, customers often prefer to save money rather than use higher quality parts, so if you choose to install budget components make sure the customer understands that they are trying the cheap way first to see if it works, but if the results aren’t satisfactory they will need to install better quality components—and they’ll have to pay again.

Old habit: Assume brake jobs will be relatively straightforward.

New habit: Expect surprises.

Why: Newer domestic trucks often use a rear disc brake system, with the parking brake shoes acting on the inside of the rotor. Rust builds up inside the rotor and makes these parts tough to separate for service and also makes the rotors nearly impossible to machine and reuse safely. And don’t count on using the special tool the manufacturer sells to quickly separate the components. In many cases the dealer’s “special tool” is sitting broken in a corner of the dealership because it didn’t work successfully and the dealer’s technicians have developed their own, more successful service methods.

There’s another unfortunate thing about dealing with stubborn rear brake rotors: the backing plates may cause noises if they’re even slightly distorted.

These noises may not develop until the vehicle travels at highway speeds, heats up, turns a corner or any combination of the above and is often a tricky and annoying problem to diagnose. One vehicle was even misdiagnosed with a faulty rear end because of a backing plate problem. Be aware of the possibility of problems, and be gentle with the backing plates.

Check the vehicle carefully before quoting costs. Also check the condition of the park brake shoes—they do wear out, and too many technicians have discovered this when trying to figure out why the parking brake pedal goes to the floor even though the cables are tightened to their maximum position.

The best way to prevent problems from developing in rear disc truck brakes AUGUST 2006

Page 27

is to remove the rotors as carefully as possible without bending, warping or damaging anything. Many skilled, competent technicians do this is by very carefully using an air hammer on the rotor (in the hub area) to vibrate it free. This process is very loud and it’s possible to do expensive damage, but it’s also effective with practice. Obviously, this is not a recommended procedure—just a report of how some technicians cope with problems, use your own common sense and good judgment when working on brakes!

One final note about rear disc truck brakes: the rotors come in different sizes. Even though the rotor fits perfectly on the hub and the caliper bolts up prop-

Get in the habit of checking brakes frequently and servicing them thoroughly.

Acquiring a few simple habits will help keep your work problem free and your headaches to a minimum. erly and floats freely, the rotor may be too deep or shallow in the “hat” or “shoulder” area and the linings may fall right out of the caliper. Check the finished results carefully before releasing the vehicle to avoid this problem.

Old habit: Rotate the tires and correct the tire pressures when doing brake work as a “goodwill” gesture.

New habit: If the tires change location or pressure, check for (and reset) tire monitors.

Why: Tire pressure monitors are another reason to modify the way you do brakes. A “goodwill” gesture like rotating the wheels or topping up the tire pressure during brake service may become a nightmare if the pressure sensors aren’t correctly reset. (See story, page 24.)

If the tire monitor module doesn’t recognize (or receive) a signal from a wheel the warning light turns on, but

sometimes only after a few miles of driving—and the customer will need to return to have the system reset, ruining the effect of the goodwill gesture.

Always check for tire monitors.

Usually the stiff or bolted-on valve stem is an indication, and so is a warning light inside the vehicle. Don’t forget that some vehicles use a sensor on the spare tire, and it will need to be reset as well. This quick check may save your relationship with your customer. “Goodwill” gestures are still important but be careful not to introduce new problems.

Old habit: Assuming brake service is just a quick cleaning and lubrication procedure.

New habit: Service brakes to prevent premature component wear.

Why: Brake linings (on vehicles with automatic transmissions) usually lasted for over 30,000 km, and “servicing” brakes just meant a quick cleaning. Not so anymore.

Metal-to-metal brakes on vehicles with 23,000 km is not uncommon. Tight clearances mean linings may bind in position and prematurely wear out. Get in the habit of checking brakes frequently and servicing them thoroughly.

To maximize service life, be sure to remove corrosion safely from the contact surfaces and clips when servicing calipers, making sure the caliper floats, the piston moves well and the pads travel freely (but not too freely).

Brake service methods have changed in the past few years, but acquiring a few simple habits will help keep your work problem free and your headaches to a minimum.

Even though the same brake service methods which have worked well in the past have never given you problems, changing the way you do things may be a good idea. The changes don’t need to be drastic but being aware of certain problems and taking steps to avoid them can keep problems to a minimum. Developing new habits may save time and money and, most importantly, keep customers happy—something which doesn’t change in our constantly changing world.

Claire Newman is a GM grandmaster technician with 12 years experience.

CANADIAN TECHNICIAN 27

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Multi-purpose borescope A new multi-purpose borescope from Goodson (No. BSK-24) allows technicians to inspect hard-to-see components without disassembly. It features a rugged nylon pistol grip handle and is equipped with two service-free integrated solid-state LEDson UV and one white light. Its 10mm diameter shaft is water- and abrasive-resistant, and it can bend to 3” radius, offering a viewing angle of 40 degrees.

Goodson – For more info, go to www.aptmag.ca/products/38805

Wheel balancers A new six-page brochure covering Hunter’s GSP9600 wheel balancers is now available.

Hunter’s GSP9600 wheel balancers borrow from Hunter’s top-of-the-line GSP9700 Road Force Measurement System to provide a balanced combination of advanced features and service value.

GSP9600 balancers feature a CRT interface that provides helpful graphic displays to make balancing procedures faster and easier. GSP9600 balancers also include patented SmartWeight balancing technology and the ServoDrive programmable drive system.

Hunter – For more info, go to www.aptmag.ca/products/36401

Sealant detection Neutronics Automotive now offers an exclusive innovation for AC technicians and shop owners that protects refrigerant identifiers and recovery machines against damage by immediately detecting presence of harmful sealants in mobile AC systems. The Neutronics QuickDetect AC Sealant Detection Kit is easy to use and works on both R134A and R12 systems.

Most sealants react with moisture and air to cre-

28 CANADIAN TECHNICIAN

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ate a seal. They are carried through the system by the refrigerant oil and escape through the hole in the system and solidify to form a seal. These sealants can enter AC components and AC service equipment and cause damage by solidifying in the solenoids and tubing. In many cases, manufacturers of AC components and recovery equipment are voiding warranties when damage has been caused by AC sealant.

Neutronics – For more info, go to www.aptmag.ca/products/37402

Valve guide and seat Peterson Machine Tool has announced the newest addition to its complete line of engine rebuilding and cleaning equipment. The System 2000 XL Valve Guide and Seat Machine offers a large table that handles a wide range of cylinder heads including general automotive and performance work. The System 2000 XL has a dual stanchion system that accommodates two cylinder heads to double efficiency per set up and also achieves a more consistent valve height.

Additional features includes 15 degrees of spindle tilt to accommodate canted and newer style aluminum heads, variable speed spindle rotation for higher concentricity and more accuracy, a versatile clamping system allows for quick and easy set up, and a dial indicator.

Peterson – For more info, go to www.aptmag.ca/products/38405

SLI battery EnerSys has introduced a new starting, lighting and ignition (SLI) battery that features a dual purpose Group 34/78 footprint, which enables the battery to fit into a greater number of vehicles. EnerSys says the battery is ideal for passenger cars, light trucks, and marine applications. The 12-volt Odyssey PC1500 has a service life of six to eight years, and a two-year storage life at room temperature. Additionally, the battery’s robust 12-year float life design means less frequent battery

replacement. The PC1500’s rugged construction provides good vibration resistance and its sealed dry cell construction prevents external corrosion and acid leakage. The container and cover are made from oil resistant plastic. The battery features absorbent glass mat (AGM) technology and is certified non-hazardous and non-spillable for unrestricted, safe shipping.

EnerSys – For more info, go to www.aptmag.ca/products/37502

Wiper blades Valeo’s new flat-blade wipers deliver even blade-to-windshield pressure from its integrated flexors to provide a smooth, consistent wipe of the windshield each time. The flat-blade design provides a sleek, smooth design while improving aerodynamic performance.

Already available on some new car models, Valeo has introduced flat-blade wiper technology to the aftermarket – sold under the brand name Valeo Ultimate. They are intended as direct replacement on vehicles equipped from the factory with flat-blade wipers. Additionally, vehicle owners whose vehicles do not currently have flat-blades, but are looking for better performing wipers, can retrofit their vehicles with wipers from the Valeo Ultimate line.

Valeo – For more info, go to www.aptmag.ca/products/35701

High-performance tires A full line of ultra-high-performance tires for sophisticated cars and sport utility vehicles will roll out to Yokohama tire retailers across Canada under the ADVAN name. Five highly specialized tires will make up the ADVAN line for 2006: The ADVAN Sport, ADVAN S.T., ADVAN S.4., ADVAN Neova and ADVAN A048. The ADVAN name has been well known in Europe and Asia for years. The A048 and Neova were the first of the ADVAN line to appear in Canada.

Yokohama – For more info, go to www.aptmag.ca/products/36706 AUGUST 2006

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Import vehicle parts Beck/Arnley has recently added 370 new part numbers to its line of premium foreign nameplate products, for a total of 2,302 part numbers introduced in the past year. The 370 new part numbers fall within all six of Beck/Arnley’s product modules. Beck/Arnley is exclusively dedicated to supporting its distribution partners who service the foreign nameplate repair market.

Beck/Arnley – For more info, go to www.aptmag.ca/products/38705

Wiper Blades Robert Bosch has released its 2006 Wiper Blades and Refills Catalog (#2211506). It features complete details about the company’s new ICON wiper blades (that information is now available in the April Activant CD, line code BIC). It also includes extensive 2006 model year coverage, with

over 240 new applications. Two new Aerotwin wiper blades (for the 2006 Audi A3 and the Volkswagen Passat) are also included.

Robert Bosch – For more info, go to www.aptmag.ca/products/38709

Lubricating grease White Grease, a premium highly dense lubricating grease, is now available from Federal Process Corporation. Specially formulated with long-lasting white lithium, this unique grease provides protection against abrasion and corrosion in any automotive or industrial application. Safe for use on any metal, plastic or painted surfaces, the new grease also extends the life of parts by providing friction resistance. Available in a convenient 14-oz. aerosol can, the thick, non-staining white grease forms a complete coating around any moving parts and will not run when used on vertical surfaces. The grease, effective from -20ºF to 275ºF, can be used on chains, gears, drives, hinges and many other applications.

Federal Process – For more info, go to www.aptmag.ca/products/38211

SUV tires Pirelli says its new Scorpion line of SUV tire delivers the style, performance and versatility that people want while maintaining exceptional all-road, all-weather capabilities. The new allterrain Scorpion ATR has an advanced compound and tread design that give it the performance and comfort of a street tire, without sacrificing its ability to negotiate back country trails in all weather conditions. For SUV owners who prefer to stay on the road, the Scorpion STR tire was designed for both city and long distance driving, offering wet and dry grip as well as dependable performance in light terrain and snow. For aficionados, the Scorpion Zero, with its distinctive “Z” tread design, is the ultimate in high speed on-road performance and the reference point in the SUV/Truck tuning market. Pirelli also offers the Scorpion Ice & Snow, designed specifically for SUVs in Canadian winter conditions.

Pirelli – For more info, go to www.aptmag.ca/products/38908

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Car care web site Car enthusiasts can get the latest product news plus up-to-the-minute tips and tutorials about car care and performance additives at the new www.carcare.dupont.com web site from DuPont Car Care. The site highlights both appearance and performance chemical lines. A handy “Car Care Guide� breaks down a professional detail into a simple, easy-tofollow process; the “Car Care Science� page explains some of the science behind the for-

WearShield products are manufactured and marketed by Tenneco.

Tenneco – For more info, go to www.aptmag.ca/products/38203

Refrigerant flush mulations, and visitors will also find the latest TV commercials, product information, and promotions. DuPont Teflon and

h4HERE S -ORE 4O "UYING ! ,IFT 4HAN *UST 3TEEL v !RE 9OU 'ETTING 6ALUE &ROM 9OUR $ECISION 3ELECTING THE RIGHT LIFT IS ONLY PART OF WHAT YOU NEED TO CONSIDER !SK YOURSELF THESE QUESTIONS s 0RODUCT QUALITY n )S THE LIFT THIRD PARTY TESTED BY %4, AND CERTIl ED BY THE !UTOMOTIVE ,IFT )NSTITUTE !,) s 2ELIABILITY AND PERFORMANCE n $OES THE MANUFAC TURER HAVE A SOLID HISTORY IN THE LIFT BUSINESS !RE YOU CONl DENT THAT THE LIFT WILL PERFORM LONG TERM s 3UPPORT n !RE PARTS READILY AVAILABLE #AN YOU GET LOCAL SERVICE #AN YOU ANSWER 9%3 TO THESE QUESTIONS )F NOT YOU MAY BE PUTTING YOUR BUSINESS REVENUE AND YOUR TECHNICIANS AT RISK FROM UNEXPECTED DOWNTIME 9OU NEED TO HAVE CONl DENCE AND TRUST THAT YOU RE MAKING THE RIGHT DECISION

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30 CANADIAN TECHNICIAN

Air conditioning technicians know there are four key areas to measure in a refrigerant flush: ease of use and removal of all residuals, flammability, compatibility, and boiling point. Dura II, a new flush offered by Four Seasons, has established a new industry standard in all of those categories. Because of its low boiling point, Dura II flushes out all residual oil and chemicals from the air conditioning system.

Oil-based flushes will not boil off, however, leaving residuals in the system. Dura II is compatible with R-12 and R-134a systems for complete market coverage.

Blue Streak – For more info, go to www.aptmag.ca/products/38204

Cleaner/conditioner Sea Foam’s TransTune is billed as a tune-up formula for automotive transmission and power steering systems. This cleaner and conditioner contains 100 per cent pure petroleum and is compatible with all automatic transmissions, power steering, and hydraulic systems. It clean valves and other transmission parts, removing harmful gum, varnish and moisture. The result is smoother performance and prolonged life.

Sea Foam – For more info, go to www.aptmag.ca/products/38205

Instant gasket maker The Right Stuff by Permatex is an elastomeric instant rubber gasket maker that fits many different applications easily and quickly, unlike a cut gasket. Billed as a ‘torqueto-go’ product, it is especially useful where repeated assembly and disassembly tends to challenge traditional gaskets.

Permatex – For more info, go to www.aptmag.ca/products/38210 AUGUST 2006

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CANBUILT Repair information Snap-on has announced the launch of a new shop information system for medium-duty (Class 4 thru 7) trucks. ShopKey5 Medium Truck is updated twice a year by a hand-picked team of technical editors that add thousands of new pages of tables, graphs, diagrams, illustrations and TSBs to keep the database current with the ever-changing aspects inherent in today’s increasingly sophisticated medium-duty truck sector. Medium Truck is designed to help technicians work smarter and faster. No more waiting on the phone or thumbing through cumbersome manuals. A free demo can be arranged just by calling a Snap-on representative.

Snap-on – For more info, go to www.aptmag.ca/products/38401

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Mobile column lifts Bend-Pak Incorporated has introduced a new line of heavy-duty mobile column lifts for lifting trucks, buses, or other commercial type vehicles. The MCL-16 Mobile Column Lifting System is available in configurations of two, four, six or eight columns with lifting capacities ranging from 32,000 to 128,000 pounds. Since the MCL-16 system is fully mobile, there are no installation concerns or the often troublesome dilemma of finding a dedicated location for larger commerciallysized lifts. All that is needed for the MCL-16 is a flat, stable floor and a power source allowing the system to be used inside or out.

Bend-Pak – For more info, go to www.aptmag.ca/products/38403

Four-post lifts Rotary Lift has updated its complete line of light-duty four-post vehicle lifts to offer technicians greater convenience. The power unit and controls on each of the 12,000 lbs. capacity lifts has been moved to the driver’s side front of the lift. Additionally, the lifts now feature easy-to-use conventional dual hand controls. Rotary fourpost lifts are available as standard or alignment lifts. They feature adjustable latch bars to ensure the runways are level at multiple locking positions, non-skid surface for better tire grip and a center track for rolling jacks that is manufactured as part of the runway, rather than welded on, to provide superior strength and stability.

Rotary – For more info, go to www.aptmag.ca/products/38408

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Products that can be serviced/repaired by Acklands-Grainger’s National Technical Services team are also identified by a symbol. For those who prefer to source products online, every product in the catalog can be purchased from www.acklandsgrainger.com.

Acklands-Grainger – For more info, go to www.aptmag.ca/products/38707

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CANADIAN TECHNICIAN 31

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Oxygen sensors Prenco has added oxygen sensors to its line of high quality auto parts. Prenco Oxygen Sensors are built to exacting OEM fit, form and function standards. The company says superior testing is conducted throughout the manufacturing process to ensure not only long product life, but complete customer satisfaction. According to the company, Prenco Oxygen Sensors are designed to decrease emissions, provide better fuel mileage, increased performance and lower fuel costs.

Page 32

Also, using advanced oxygen sensors will lessen the chance of catalytic converter damage, failed emission tests, poor drive ability and unnecessary repair costs.

Prenco – For more info, go to www.aptmag.ca/products/38504

Performance muffler Cherry Bomb glasspack mufflers feature a

straight-through design engineered to maximize horsepower by minimizing backpressure and increasing exhaust flow. The classic bullet-style glasspack is compact and extremely efficient.

Its design also incorporates a special conical, perforated core internal tube surrounded by high-density long strand fiberglass for extended life. Cherry Bomb’s outer shell is constructed from heavy gauge steel and the finishing touch is a bright red high-temperature powder-coating. Cherry Bomb high performance glasspack mufflers are offered in a wide variety of sizes and applications including; direct-fit, universal fit, and header styles.

Maremont Canada – For more info, go to www.aptmag.ca/products/38904

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32 CANADIAN TECHNICIAN

DynoMax Performance Exhaust has introduced a new cat-back system for 2007 Chevy Tahoe/GMC Yukon 5.3L models. The new 3-inch all-aluminized, mandrel-bent DynoMax Tahoe/Yukon exhaust system (p/n 19436) helps maximize exhaust flow for the popular V8 Vortec engine. The new system posted 8 additional horsepower at peak while coaxing as much as 8 additional foot-pounds of torque on the dyno. The system comes complete with a polished and DynoMax-logo etched 4-inch tip that exits in the precise location of the stock system.

Tenneco – For more info, go to www.aptmag.ca/products/38912

Loaded calipers As a primary manufacturer of calipers, disc brake pads and brake shoes, Morse Automotive delivers loaded calipers completely assembled, featuring platform-specific OE friction. Whether it’s organic, semi-metallic or ceramic brake pads, Morse ships its loaded calipers ready to bolt in place. All new, properly matched hardware, bolts, clips and seals are in place and ready to go; brackets are even included and pre-attached where applicable.

For installers that prefer adding their own friction, Morse Semi-Loaded Calipers are available for more than 1,800 applications.

Morse – For more info, go to www.aptmag.ca/products/38913 AUGUST 2006

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CANBUILT Motor treatment Sea Foam’s Auto Marine Motor Treatment acts as a tune-up for four-cycle gasoline carbureted or fuelinjected engines. With warm engine running, slowly pour a third of a can (158 ml) through carburetor, throttle body, or direct manifold vacuum line that will feed all cylinders. Turn ignition off. Restart engine after five minutes. It works instantly, removing moisture from oil crankcases and fuel tanks, stabilizing and conditioning fuels. (ideal for engine storage) and curing hesitations, stalls, pings and rough idle due to carbon buildup.

Sea Foam – For more info, go to www.aptmag.ca/products/38206

Hand cleaner New Power Scrub Hand Cleaner from Federal Process Corporation offers a quick and easy clean for professional technicians and do-it-yourselfers. It uses grit scrubbers and can be used with or without water, making it a convenient addition to any service bay or garage.

The tough grit attacks heavy grime and soils for simple removal through wiping or rinsing. The environmentally friendly cleaner also is safe for drains. To prevent peeling or cracking, Power Scrub features a blend of essential oils plus lanolin and aloe to protect and condition hands from multiple daily hand washing. This innovative, balanced pH formula also does not “burn” cuts or scrapes.

Federal Process – For more info, go to www.aptmag.ca/products/38212

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Aimer Presentation and Operation manuals available at: www.canbuilt.com

Vehicle finish protection Insect and tar residues wreak havoc on their vehicles.

Pennzoil-Quaker State has recently developed two new products to help motorist’s take better care of their vehicles throughout the warm summer months – Rain-X Bug & Tar Pre-Wash Gel and Rain-X Bug & Tar Protective Shield. The gel formula clings to surfaces, to quickly and easily penetrate and loosen bugs, tar, bird droppings, and other sticky debris before washing. The protective shield creates a micro-thin, clear barrier so that bugs, tar, bird droppings and other sticky debris stick to the coating, instead of the car – helping to prevent harmful stains from forming.

Pennzoil-Quaker State – For more info, go to www.aptmag.ca/products/38213

Transmission conditioner There are countless moving parts and bearing surfaces in the modern automatic transmission, which means anything you can do to reduce metal-on-metal friction will have a very real impact on performance and longevity. Justice Brothers Automatic Transmission Conditioner is one frictionfighting additive that’s easily added and mixes with all types of automatic transmission fluids. The ATF doesn’t even have to be new either; Justice Brothers Automatic Transmission Conditioner can be added to any automatic transmission fluid that’s still in serviceable condition.

Justice Brothers – For more info, go to www.aptmag.ca/products/36201 AUGUST 2006

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

ROBOSTRUT: Hydraulic Spring Compressor • Complete Strut change over in less than 5 minutes!

• Handles 99% of all struts on today’s vehicles • Hydraulics allows total control and safety for compressing & re-seating springs • Unique 3 Axis Adjustment for maximum tooling contact.

Wall Mount RoboStrut Item # RS-410A Special: $799.95 Optional Mobility Kit Item # RS-410WK

®

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

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Heavy duty reference Snap-on has developed the first complete web-based heavy-duty vehicle service and

repair database. Tractor-Trailer.net is a lightening-fast web-based maintenance tool that requires no software installation and comes complete with tractor, trailer and reefer service and repair information. Data, including sub-circuit color wiring diagrams for over 1,200 Class 7 and 8 tractors, 1,800 trailers, and 200 reefers, dates back to 1990. Updated monthly, Tractor-Traler.net can help repair virtually any Class 8 tractor, trailer or reefer that comes through the door. Truck repair facilities can handle a wider range of service, repair and maintenance jobs with speed, efficiency and greater profitability.

Snap-on – For more info, go to www.aptmag.ca/products/38402

Headlamp The new Philips NightGuide headlamp, from Philips Automotive Lighting North America, was specifically developed for the aftermarket.

NightGuide is designed to deliver specific illumination to three distinct visual zones to give drivers the best possible nighttime visibility and safety. In the center zone, NightGuide provides a brilliant white light, with a beam up to 50 feet longer than standard Halogens, to improve the driver’s vision and reaction time.

In the right zone, blue light provides increased readability of road signs and markers. In the left zone, a warmer yellow light reduces glare for oncoming cars and helps improve the driver’s concentration on the center zone.

Philips – For more info, go to www.aptmag.ca/products/38501

Spark plug catalog NGK Spark Plugs Canada Limited is pleased

34 CANADIAN TECHNICIAN

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to announce the release of its 2006 Spark Plug Master Catalogue, which includes updated applications, new part numbers and expanded coverage on automotive, sport and small engine applications.

NGK – For more info, go to www.aptmag.ca/products/38502

Catalog presents extensive data in a format that will help installers and retailers locate specific information without wasting valuable service time. The catalog includes product and warranty information, wire set applications, Vehicle Identification Number Data, cross reference, UPC cross reference as well as information on universal wire sets.

Robert Bosch – For more info, go to www.aptmag.ca/products/38505

Coil-on-plug ignition

Exhaust catalog

Prenco has developed a high-quality line of import and domestic Coil-on-Plug and corresponding replacement boots, which make fit problems a thing of the past. Prenco’s C.O.P.

The new 2006 Supreme Performance Exhaust Catalog offers a complete line of exhaust products. Graphically illustrated with helpful tips and information throughout, the S u p r e m e Performance Exhaust Catalog features Vortex performance mufflers and systems, Volt sport compact performance exhaust systems, Supreme GT High-Performance Mustang Exhaust, Supreme Diesel, Eliminator Turbo, Metal’Cat and CMX high performance converters, and the red-hot, classic Cherry Bomb product line.

Maremont Canada – For more info, go to www.aptmag.ca/products/38905

products are designed to provide a more robust ignition system and a stronger, more reliable spark. Improved combustion quality, reduced electrical draw and less maintenance when working under the hood are some of the other benefits of the C.O.P. ignition system. A Coil-on-Plug ignition system uses one ignition coil for each cylinder, replacing remote ignition coils and high-voltage wires in a distributorless ignition system.

The immediate results are better ignition performance, a lighter vehicle and a less complex and cleaner engine compartment.

Prenco – For more info, go to www.aptmag.ca/products/38503

AERA manuals Goodson offers a variety of high-quality AERA manuals, including the Automotive Cylinder Head Specification Guide (No. MA-

Wire sets The new Bosch Premium Spark Plug Wire Sets Catalog (#221105-05) for domestic and import cars and trucks is designed as an easy reference for installers and retailers. The catalog features 99 percent VIO (vehicles in operation) coverage with applications through model year 2005.

Thorough and easy to use, the updated 128-page, Premium Spark Plug Wire Sets

185) which features detailed information on reconditioning specs, torque sequences, exhaust and intake manifolds, torque and VIN code ID for domestic and import cars and light trucks. Also available are the Automotive & Light Truck Spec Guide (No. MA-175); Crankshaft Manual (No. MA-155); Cylinder Head & Block Guide (No. MA-150); and Flywheel Manual (No. MA-190).

Goodson – For more info, go to www.aptmag.ca/products/38706 AUGUST 2006

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GET FREE HEAT WITH A CLEAN BURN™ USED-OIL FURNACE Now you can dramatically reduce energy costs by burning used oils.Clean Burn Heating Systems (boiler & furnaces) provide what amounts to FREE HEAT and HOT WATER for space heating, in-floor heating and general purpose hot water. Clean Burn is the industry gold standard in used oil heating equipment.

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CLASSIFIED

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Cochrane Automotive - Canadian Distributor 44 Chauncey Avenue, Toronto 416 236-1641 or 1 888 236-1641 parts@cochraneauto.ca www.lindertech.com

7/11/06

10:53 AM

AUTO PUZZLE

1

2

Page 36

3

6

11.

13.

15.

16.

17.

5

7

8

9

10

11

12

13

14

15

16

17

ACROSS

1.

4.

6.

8.

9.

10.

4

August 06

CT August 06 cj.qxd

DOWN

Fair; on the ______.

Do the job _____,the first time.

Odd.Also,not perfectly round.

Fictional prize fighter.

The tag on the inside of your collar at the back.

High speeds on rough roads at extreme temperatures constitutes this (two words).Car makers cite this as a reason for frequent oil changes. _____ we meet again.

Negotiations.

The type of job that requires the most skill.

What the other techs are constantly borrowing, right out of your box.

One of the original car manufacturers that made up General Motors.

1.

2.

3.

4.

5.

6.

7.

11.

12.

13.

14.

Highly focused beam of light.

Fortunate.

Material that prevents the flow of electricity.

Country living.

Complete.

Dug. Body style more commonly known as a ‘convertible.’Also a Volkswagen nameplate.

Fastener used to hold pipes in place.

What an automotive hoist does.

The opposable digit which gives humans manual dexterity.

What you get when you complete an electrical circuit.

April 2006 Auto Puzzle

B A F F R A A T R K R E V E N S A A D O S W P R E S I A R R E A V L I N E

L E

R A B A V E L I N T C A I H L R E F L E S O S L W A M O V A B E A R W R

T I O N G A X L V O A N H I Z L E E E N

N G R E A E S E T H N E A L T C H

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

Congratulations to Gary Ashcroft of Bestbuy Auto Repair,in Oakbank,MB,winner of a Havoline jacket for solving our April 2006 puzzle.

Win 100! $

Name:

Send your solved puzzle to Canadian Technician.We’ll draw a winner on Oct.17, 2006.Send to 451 Attwell Drive,Toronto, ON M9W 5C4.Or fax to 416-614-8861.

Workplace: Work address: Phone:

email:

Question of the Month: When a garage goes out of business, what is likely to be the main reason? © 2006 Chevron Global Lubricants. All rights reserved.

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continued from page 38 “But they’re two months old,” protested Quigley. “They were working fine until just recently.”

I sprinkled some salt on my roast beef sandwich. “But did you check them again, just to be sure?”

“Pulled the fronts myself,” said Tooner. “Lots of pad and rotor.

Everything looks perfect.”

I raised an eyebrow. “And what about the rear?”

All of a sudden the room got very quiet. “Well, they’re practically new,” mumbled Basil, “and those dual wheels are awfully big…”

“Yeah, huge!” added Beanie.

“Downright beefy, if you ask me,” agreed Tooner. “A feller could hurt himself.”

I munched on a celery stick. “Seems to me I heard a lot about due diligence this morning. Something about the verification of material facts…”

Tooner put down his sandwich. “I don’t feel very hungry.” The others followed him sheepishly out to the shop to remove the rear tires and brake drums. A few minutes later we were looking at a bad wheel cylinder on the left side and a leaking axle seal on the other, the source of our customer’s complaint. Once the leaks were fixed and the shoes replaced, the GMC stopped like a dream.

“I hate it when he’s right,” muttered Tooner to Basil later. “There’ll be no livin’ with him for a week.” He pointed to the signs I’d stuck up on their tool boxes, which read, ‘I’m Doin’ the Due!’ The next day Digger Dan was back on site. “Well, you were right, Slim; there sure ain’t no gas line down here.”

“Yep,” I replied. “The gas company confirmed that it’s right where I thought it was.”

Dan took off his glasses and dried them with his handkerchief. “Still, it would’ve been nice to call the city yards and find out where the water lines were.”

We both stared as bubbling water filled the ditch.

“Yep,” I agreed. “It sure would.”

Solved a tricky shop problem lately? Think it would make a good story for The Car Side?

Contact Rick at rick.cogbill@shawcable.com.

AUGUST 2006

ADVERTISER INDEX Advertiser

Page

Website Address

Phone

25

www.alldata.ca

1-866-289-7869

31, 33

www.canbuilt.com

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

CARQUEST Canada 36 Worcester Road Toronto, ON M9W 1K9

12

www.carquest.ca

Contact local rep

Carrus Technologies 1010 de Sérigny, Suite 800 Longueuil, Quebec J4K 5G7

29

www.carrustechnologies.com

1-877-677-9088 ext. 3004

Chevron Global Lubricants 6975A Pacific Circle Mississauga, ON L4T 1A1

36

www.texacohavoline42.com

1-800-465-2772

9

www.delphi.com

1-877-GO-DELPHI

De-On Supply Waterloo, ON

35

www.deonsupply.com

1-800-824-4115

Launch Technologies 70 Hanlan Road Vaughan ON L4L 3P6

35

www.cnlaunch.com

905-265-9330

Linder Technical Services 44 Chauncey Avenue Toronto ON M8Z 2Z2

35

www.lindertech.com

1-888 236-1641

Matco Tools 25 Carissa Lane Holland Landing, ON L9N 1R6

32

www.matcotools.com

1-866-BUY-TOOL Franchise Opportunities 1-800-368-6651

Mitchell1 14145 Danielson Street Poway, CA 92064

15

www.mitchell1.com

1-888-724-6742 ext.6313

2

www.ngksparkplugs.ca

1-877-2-Sparky

Plasti-Kote 7655 Tranmere Drive, Mississauga, ON L5S 1L4

19

www.plastikote.com

905-671-8333

Radiator Specialty 1711 Aimco Blvd., Mississauga, ON L4W 1H7

23

www.gunk.ca

1-800-268-2330

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

40

www.bosch.com

1-800-618-4729

Rotary Lift 2840 Argentia Road Unit #4 Mississauga, ON L5N 8G4;

30

www.rotarylift.com

1-888-256-4195

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

4

www.snapon.com

1-800-734-2676

Solarity/ SPX Canada 5695 Whittle Road Mississauga, ON L4Z 3P8

21

www.solarityotc.com

Contact local agent

7

www.wixfilters.com

519-622-4545

39

www.wakefieldcanada.ca

1-888-CASTROL

Alldata CAIS - Canadian Automotive Information Service 180 Parsons Road Unit #17, Alliston, ON L9R 1E8 Canbuilt Manufacturing 103 Milvan Drive Weston, ON M9L 1Z7

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

NGK Spark Plugs Canada Limited 505 Apple Creek Blvd.Unit 1 Markham ON L3R 5R1

WIX Filters 1035 Industrial Road Ayr, ON N0B 1E0 Wakefield Canada Inc. (Castrol) 3620 Lakeshore Blvd.West Toronto ON M8W 1P2

CANADIAN TECHNICIAN 37

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The Car Side

By Rick Cogbill

It’s important to do your due diligence – even when it’s not your favorite part of the job!

“A

re you sure about this, Slim?”

Digger Dan had to holler over the noise of his backhoe as he prepared to dig a drainage ditch behind the shop.

“I think so,” I shouted back.

“According to my calculations, that natural gas line should be 10 feet away.”

Dan pulled a stubby cigar out of his mouth and turned off the machine.

“According to your calculations? Do you mean to tell me that you haven’t had the gas company down here to locate the line for you?”

“Well, I…” “Well nothing!” He started up his backhoe and put it in reverse. “I ain’t blowing myself up just because no one’s done their due diligence. I don’t want guesses; I want signed documents.”

I groaned as the yellow machine bounced away down the road.

“So Dan didn’t believe you, eh?”

Tooner took a sip of his coffee and surveyed the scene. “I’ve been telling you, Slim, that gas line is closer to your ditch than you think.” He chuckled. “Dan’s right; you need to do your due diligence.”

“What’s ‘do diligence’?” asked Beanie, coming out the back door.

“Allow me to educate you.” Basil now joined the circus and pulled a pocket dictionary out of his back pocket. “Due diligence: The process of investigation and the verification of material facts.”

I threw up my hands. “All right, already. I get the picture.”

“Hey, what’d I miss?” Quigley appeared right on cue, as always. “Is Slim cutting corners again?”

“Hardy har har,” I growled. “I know this place like the back of my hand, and I’m telling you that gas line is exactly where I said it was.”

Fortunately, a customer rang the buzzer in the front office, putting an end to the discussion. A few minutes later, Quigley returned with a set of keys.

“We’ve got a 1993 GMC one-ton dually 38 CANADIAN TECHNICIAN

Doing The Due

here with a hydro-boost problem.” He tossed the keys to Basil. “Every time the customer hits the brakes, it throws him into the windshield.”

Basil brushed doughnut crumbs from his goatee. “Any recent history?”

Quig checked his notes. “Well, the front and rear brakes are only two months old, and the power steering hose that goes from the pump to the hydroboost unit was just replaced.”

Basil snapped his fingers. “Problem solved, boys. If the fitting on the back of the power steering pump comes off when you’re changing the hose, the pressure relief spring can pop out. If you don’t put it back in correctly, it can cause overly sensitive brakes.”

“And it makes the steering a little dancy, too,” added Tooner. “A simple test drive should confirm our diagnosis.” The

two of them jumped into the truck and took a run around the block. However they weren’t looking quite so cocky when they pulled back into the shop.

“How’s the steering?” asked Beanie.

“Fine,” grumped Tooner. “But the brakes aren’t. Go fire up that computer and find the diagnostic charts for hydroboost units.”

The crew tried every diagnostic trick they could think of, including removing the power steering belt, braking on gravel to check skid patterns, and pinching off brake lines. Finally lunch time rolled around and four dejected egos dragged themselves into the lunch room.

“Okay, maybe I’m missing something here,” I said. “Don’t most grabby brakes wind up being a lining problem?”

continued on page 37 AUGUST 2006

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Give your customers a

hug they’ll never forget.

Bosch ICONTM. The cleanest, most consistent wiper blade ever. Offer your customers a cleaner windshield with the Bosch ICONTM wiper blade. Its aerodynamic, bracketless design with integrated spoiler and enclosed dual precision-tensioned springs is engineered to hug the windshield for quiet wiping and long-lasting performance in all weather conditions. Bosch ICONTM also provides the best protection against snow and ice build-up. Show your customers you appreciate them with a hug from Bosch ICONTM.

Š2006 Robert Bosch Corporation.