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Canadian Mail Sales Product Agreement #40063170 Registration 10833. Return postage guaranteed. Newcom Business Media Inc., 451 Attwell Drive, Toronto, ON M9W 5C4

DECEMBER 2006

BUILDING

your

WORKFORCE SIGNING UP TOMORROW’S TECHS… TODAY!

ALSO: ■ How’s your relationship with your jobber? ■ Exploring franchise opportunities for your shop ■ What happened in Vegas? Our AAPEX wrap-up www.canadiantechnician.ca

CT4850

Impact Wrench

It’s powerful, comfortable and oh yeah, it’s cordless, so you can take it anywhere. When you’re reaching for an impact, you’re reaching for power. This gun’s got it: 350 foot-pounds of torque. The source of all that power is Snap-on’s heavy duty impact hammer and anvil. The 48mm motor, with twin ball bearings, cranks out 1900 RPM free speed. That means busting off tough fasteners is no problem. Even with all that power, you can see just how comfortable the CT4850 is. The cushion grip fits the shape of your hand, and the forward/reverse switch is right there, for quick direction changes. Check out Snap-on’s patent-pending, slide-on battery pack. Slide the battery into place, and the terminals float for constant contact, even when you’re cranking on that corroded fastener. The beefy tracks support the weight of the battery, so the battery stays locked in tight. And you’ll never run out of battery power with two high-capacity battery packs that charge in just 35 minutes.

Overpower. Outlast. Outperform. Each CT4850 kit includes charger and two battery packs in a blow-molded storage case

DECEMBER 2006

VOL. 11 NO. 10

Departments Editorial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5

Letters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6 From Our Forum . . . . . . . . . . . . . . . . . . . . . . . . . . . .8 Out & About . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9 EyeSpy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10 Auto Puzzle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26 Product Central . . . . . . . . . . . . . . . . . . . . . . . . . . . .28 Ad Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29 20

Columnists It’s Your Turn. . . . . . . . . . . . . . . . . . . . . . . . . . .11 By Guest Columnist: Bruce Eccles Management S.O.S. . . . . . . . . . . . . . . . . . . . .12 By Kelly Bennett The Greenwood Report . . . . . . . . . . . . . . . . .17 By Bob Greenwood The Car Side . . . . . . . . . . . . . . . . . . . . . . . . . . .30 By Rick Cogbill 22

Features Profile: Building Your Workforce . . . .20 How a Saint John shop owner scouts out new talent, to make sure his business can handle tomorrow’s tough assignments.

Franchise Opportunities . . . . . . . . . . . .22 A national name can help you grow your business… and keep you competitive in a challenging market.

Industry Week Wrap-Up . . . . . . . . . . . . .24 News and notes from AAPEX, SEMA, and CARS – what was seen and heard at this year’s industry gathering.

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NUMBER 10

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 Kelly Bennett, Rick Cogbill, Larry Dickison, Bruce Eccles, Will Enns, and Bob Greenwood, 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: $5.30; one-year subscription in Canada: $36.04 ($34.00 plus $2.04 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.

“Secret Santa” By Will Enns Phone (250) 404-0411 www.canadiantechnician.ca/covers DECEMBER 2006

At least once… Here are a few ideas on how to break the monotony of your career. By Allan Janssen While in Ottawa for the recent right-torepair lobbying event, I found myself with enough spare time to visit the House of Commons. I haven’t been there since my Grade 5 field trip in 1975. Pierre Trudeau was Prime Minister. I’m pretty sure I saw him there. And Robert Stanfield, his unfortunate foil at the time. We were a bunch of well-restrained kids in the gallery, surprised at how rowdy the MPs were. Not much has changed since 1975. The room seemed smaller. The MPs were even rowdier than I remembered. I had less awe of them individually but I felt the same respect for the institution. And I marveled at the rush of patriotic pride I took in our unique Canadian parliamentary system. It’s like a big, noisy machine with lots of moving parts. It confounds logic sometimes, but it seems to work. It occurred to me that every Canadian should, at some time, take a seat in the public gallery of the House of Commons and witness the political process in action. It reminds you of what it means to be Canadian. In this industry, there are some things you should do at least once, just to remind you of what is good about our business. Go to Industry Week. It’s a big noisy event with lots of moving parts – a lot like the House of Commons, come to think of it. But you get a unique view of where we’ve been and where we’re going. You’ll see the latest innovations at AAPEX, as well as all the shiny stuff at SEMA. And don’t miss the seminars at CARS. It’s well worth your while. Plus, it’s Vegas! Do some pro-bono work. Fix a car for someone who could really use a help-

ing hand. A single mom, perhaps, or a new immigrant family, or someone who’s just down on their luck. It will remind you that you’re in a service industry. Mentor someone. Pass on your knowledge to the next generation. Make the future of our industry stronger. It will remind you that you’re part of a community. Organize a car clinic. Show people what broken parts look like, and how difficult they can be to replace. Show them what a scan tool does and how tricky it is to diagnose today’s electronics. Answer their questions. It will remind you that communication is the best way to build a relationship. Get involved with your local association. You will learn so much about the workings of our industry. Tackle an issue. Meet forward-thinking shop owners. It will remind you that as much progress as we’re making, there’s still miles to go before we sleep. Send me a letter. Some time, when things are slow in the shop, jot down your thoughts on this crazy business of ours. Tell me what you love about it, what challenges you, what you’d like to change. I’ll share it with 25,000 shops across Canada. Surely someone will agree or disagree and we’ll start a dialogue. If you don’t make a point of doing these things, time will slip by and it will soon be too late. I think you’ll find that these are the kind of things that can enrich us, individually and as an industry. Take advantage of them while you can. You can reach me toll-free at 1-866-222-6787. Or e-mail me at ajanssen@canadiantechnician.ca.

CANADIAN TECHNICIAN 5

LARRY DICKISON

LETTERS A different take on alarming industry trends RE: 2006: The Aftermarket Faces the Crossroads, October 2006 Bob Greenwood offers some interesting observations in his very thoughtprovoking piece. However, I think many engine builders would put a different spin on the five alarming industry trends he identifies. 1. Given the many problems with OE gaskets and pistons, his reference to “more reliable OE parts” should perhaps read “more-or-less reliable OE parts.” 2. His contention that shop owners have deep-rooted fears about the quality of aftermarket parts seems to be inferred from the trend towards dealer purchases. But many of the parts for certain engines, especially those with inherent problems or small production runs, are purposely not offered by aftermarket suppliers. 3. The objection by some shop owners that they “don’t have the time” for business management training may be a reflection of their own lack of confidence in their ability to learn new ways to measure and manage their businesses. 4. Annual increases in accounts receivable of 67.1% and 52%? Surely this is a typographical error! 5. The “acute shortage of competent technicians” (and machinists) is not a new phenomenon. What has exacerbated the situation is the increase in general

knowledge and the need for specialized training. The proportion of those that qualify as “competent” has decreased and those that remain need to be rewarded for their efforts. Don Fedak RPMS ENGINEShop Brantford, ON Those figures are not typos. The fact is that accounts receivables have increased substantially over the previous year in automotive maintenance and repair shops largely because shop owners wanted to “get busy” again and have started taking on more fleet accounts. I recognize that machines shops are part of a slightly different business. Hopefully they have their AR under control. – Bob Greenwood

Techs need insurance to safeguard their future RE: Taking Stock, October 2006 I inquired about tool insurance 25 years ago. The local insurance company wanted to charge $100 premium per year for every $1,000 worth of tools covered. Needless to say, I did not buy. Now that I own my shop, I can insure my tools for their full value as part of the shop policy, but my techs need to look after themselves. Unfortunately, as much as I try, I can’t seem to convince them to get insurance on their investment. They need to understand that they have to cover their own butts. A total loss for a young person in this trade is devastating. It would take years to rebuild your investment. Craig Hanton Lac du Bonnet Automotive Repair Service Lac du Bonnet, MB

RIDES

Reader

Rod Noble, a technician at Westside Auto Repairs in Maple Ridge, B.C., has a nostalgia front engine dragster, powered by an Iron Head Donovan blown alcohol 396 Hemi, built to run on alcohol or nitro.“The object is to run fast without breaking!” he says. He runs it at Loafer and Oldtimer events “to satisfy that need for speed and the smell of burning rubber!” 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

DECEMBER 2006

Dealer techs also fix â€˜anything that comes inâ€™ RE: Who is Truly the Tech of the Year, October 2006 I just have to reply to Rick Karshakoffâ€™s rant. I respect the fact that Rick thinks he can fix anything that comes in the door but fail to see the truth in the statement that dealer techs â€œwouldnâ€™t stand a chance working on everything.â€? Iâ€™m a dealer tech and a five-time Grandmaster Tech and I still fix â€œanything that comes in the door.â€? Many dealerships have usedcar lots full of cars of all makes and models that need fixing â€“ before and after sale. We also take in problem vehicles from other shops. So please donâ€™t tell me dealer techs canâ€™t fix â€œanything.â€? Itâ€™s presumptuous, offensive and rude. Ross Gingrich Saturn Saab of Kitchener-Waterloo Kitchener-Waterloo, ON

Maintenance vs Repair RE: Looking for cars to fix? Every one is talking about flushes these days. That may be a quick and easy service, with a better bottom line for shops, but I think theyâ€™re popular because theyâ€™re easier for counter staff to sell and they donâ€™t require a licensed technician. Itâ€™s like so many trends Iâ€™ve seen come

and go. Fifteen years ago everybody thought a timing check would fix their car; then everyone focused on cleaning injectors. Now itâ€™s flush, flush, flush. Do you really want to work at â€˜the home of the royal flush?â€™ Peter Dominey, Wonder Auto Halifax, NS

3HANT 'HAZARIAN -ARS 4IRE 'OODYEAR !GINCOURT /NTARIO

Break-down blues RE: Looking for cars to fix? April 2006 When I see a car towed to my service centre, I always wonder if this failure could have been prevented. Would that transmission have failed if it had been flushed? Would that rack and pinion have failed if the power steering system had been flushed? Would that water pump be leaking if the cooling system had been flushed? Usually the answer is no. Weâ€™ll always be expected to repair things that are broken. Thatâ€™s half the thrill of this trade. The other half is keeping something running for as long as possible. Our industry needs both halves. Michael Mikolic Jordan Service Centre Jordan, ON

Abandon the old business model RE: Looking for cars to fix? I also believe that shops that wait for cold snaps, heat waves, and long weekends for a spike in business are going to find themselves in trouble. Cars are becoming more reliable, and seeing cars towed in on a hook just doesnâ€™t happen like it used too. Like it or not, service intervals are changing and shops have to change too. Scott Perfect Score Auto Service Calgary, AB DECEMBER 2006

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CANADIAN TECHNICIAN 7

From Our Forum

Recent postings on www.canadiantechnician.ca/forum

A family affair Do your kids hang out at the shop with you? Some of our forum members would have it no other way! When I was a kid, I loved to hang around at my dad’s restaurant. There was a place near the coffee pots where I was out of the way, but I could see everything that was going on. I used to have great talks with my dad there. I wonder if that goes on a lot at the smaller family-run shops out there. Do your kids come to visit you while you’re working? Posted by: Allan / 01-23-2006 My kids come down to the shop all the time. My son Wyatt loves cars and will likely follow my footsteps into the trade when the time comes. He has told me many times that he wants to be a “cannick.” At two years old he could tell the difference between a ratchet, wrench, screwdriver, and hammer. It’s never too early to start the training. Posted by: WyattsDaddy / 01-23-2006 I have an eight-year-old son who comes to see me after school. I help him with his homework. After that’s done, we talk about the cars I’m fixing and what the problem might be. I really enjoy those moments with him. It reminds me of when I was his age. My dad had a wrecking yard. Those are good memories. Posted by: Jean / 01-23-2006 My father was a pipe fitter and his boss encouraged him to take me along on jobs. It was great! It helped bring my dad and I closer together, plus the lessons I learned were invaluable. There’s no better way to instill a work ethic than to lead by example. Posted by: Remencin / 01-23-2006 I hung around the local garage from when I was 13. The techs 8 CANADIAN TECHNICIAN

were really good to me, had me grinding and lapping valves on old flat-head sixes. When I was in business my oldest son was with me a lot of the time and he picked up many things. In 2003 we built a 350 for his Camaro. I think that’s the most fun I have ever had twisting wrenches. Posted by: dieselman / 01-23-2006 I bring the kids to work once in a while. My son follows me around, helping out. The guys like it too. He’s always getting teased by them, but in a good way. He laughs all day long. My daughter likes to do paperwork but there really isn’t enough of that to keep her busy. I’m lucky; not everyone can bring their kids to work with them. Posted by: mag / 01-23-2006 My youngest daughter comes to the shop whenever she can. We’re building a go-cart together and she wants to put suspension on it. I think she’s prolonging the project so it isn’t finished too soon! Next year she’s going into tech classes at school. She will be the only girl in the course. She could make a good tech. Posted by: al / 01-23-2006 My oldest boy is seven and would spend every day at work with me if he had his way! I have been teaching him to weld from the time I could get a mask to fit his head and he can’t get enough of it. All three of my kids will hang out in the garage with me on the weekends… and I love it. I think there are so many skills and values that can be learned from this trade. Posted by: side-effects / 01-23-2006 I learned everything at my dad’s shop and it brought me and my father together. I apprenticed

under him and got my IP seal with him. I spent 11 solid years working with him every day. I have no children but when the day comes I guarantee they’ll see me work, and have the opportunity to work with me. Posted by: trentski / 02-05-2006 Good read! I remember working with my dad. Now my three-year-old comes to see me at work. She grabs wrenches from any drawer she can reach and tries to do whatever I do. Sometimes she takes the window squeegee and tries to clean the car or the floor. Whenever my wrenches are missing, the first place to look is in the squeegee bucket! Posted by: hoff / 11-09-2006 We have a family orientated shop as well. My kids help out or just bug the boss. (He loves it!) It helps to have a few episodes of Sponge Bob Square Pants on the Alldata computer for them to watch. It’s good to expose kids to a work environment. I think it helps them in the future with their work habits. Posted by: Merlin / 11-09-2006 My nine-year old daughter loves her visits to the shop. She says she wants to be able to fix anything just like Dad. Posted by: Lambton / 11-10-2006

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. DECEMBER 2006

Out

About

Tech competition wraps up at Vegas showdown Canadians compete in the finals at ACDelco’s search for the top TSS technician in North America By Allan Janssen

Canadians Phil Taekema, David Jaggard, and Tom Bischoff participated in the finals of the ACDelco Technician of the Millennium competition.

In front of an excited crowd of 500 onlookers, three Canadians competed with some of North America’s top technicians at ACDelco’s Technician of the Millennium competition in Las Vegas. Though they did not finish at the top, all three said they learned a lot and were grateful for the experience. Phil Taekema of Woodriver Valley Automotive Services in Moncton, N.B., David Jaggard of Eccles Auto Service in Dundas, Ont., and Tom Bischoff of Williams Automotive Service in Kelowna, B.C. received a number of prizes for their efforts, including $1,000 each as finalists in the year-long three-phase competition. They and the five Americans they competed against were feted at a gala banquet on Oct. 28, receiving several standing ovations from the 6,000 people who attended ACDelco’s national convention. The winner was Scot Manna of M&B Automotive in Des Plaines, IL, a three-time finalist who showed up with a posse of friends and co-workers wearing ACDelco shirts with “Team Manna” emblazoned on the back. He won a 2007 GM vehicle (he gets to choose which one), a commemorative trophy, and a trip to Bermuda. The eight competitors got to the finals by winning in their respective regions – five from the U.S. as well as Western Canada, Central Canada, and Eastern Canada. They were given two hours to fix a number of bugs in a 2007 Chevrolet Impala. Event organizer Jeff Spitzer, ACDelco’s director of training, said the faults were engineered by a team of ACDelco trainers – who reported back to him that “it’s getting tougher to break these new cars!” “It was definitely tough,” said an exhausted Jaggard at the end of the competition. Taekema said having such a large audience made the finals a high-pressure event. “I just tried to concentrate on my work.” “I definitely want to come back next time,” said Bischoff. “It was a great experience.” The competition is open to employees at independent shops which have a TSS (Total Service Support) account with ACDelco. DECEMBER 2006

Supplier News New AIA chairman is both jobber and service provider Toronto jobber and repair shop owner John Cochrane has been elected chairman of the Automotive Industries Association of Canada (AIA). “I think it will be very beneficial to have an automotive jobber who is also an automotive service provider leading the executive committee of the AIA,” he told Canadian Technician. “The AIA represents parts manufacturers and distributors. But the retailer represents a significant segment of the automotive business, and you simply can’t ignore what the service provider has to say.” Well versed in the issues facing both automotive repair and service professionals and parts jobbers, Cochrane says he’ll use the one-year post to highlight such things as fit-form-andfunction, Right To Repair, and the growing dealer threat. “I definitely bring a view from the shop floor,” he said.“I know the challenges and issues that shop owners and technicians are facing today.” Cochrane is particularly sensitive about the responsibilities that aftermarket part manufacturers have when it comes to competing with OE dealers. “Technology has moved so fast. It has been a challenge for the aftermarket to keep up,” he says.“But it’s more important now than it ever has been to offer the best parts possible. You can’t swap out parts as easily as you used to. In addition, consumers are more educated than ever before. When a replacement part doesn’t have the same fit, form, and function as the OE part, consumers notice it, and it affects the credibility of the shop.” He says manufacturers and distributors have to be constantly held accountable to provide the tools, parts, and resources for independent service providers to compete with OE channel. “If we don’t start thinking about our future, we’re going to see a large chunk of business simply disappear.” Cochrane says he’s not too concerned about being seen as a squeaky wheel on the executive committee. “I’m OK with that. I think I’ve always been known to stir the pot a little,” he says with a smile.“I believe you have to do what is right for the industry. And these things are right for the industry.

Read the full transcript of our interview with John Cochrane at www.canadiantechnician.ca.

CANADIAN TECHNICIAN 9

Supplier News New Quebec rep for Delphi Ed Lavoie of Zedco Agency will represent Delphi Product and Service Solutions in the province of Quebec. Delphi is a tier one supplier in vehicle electronics (fuel pump, fuel injector, ignition and emission parts) as well as heating and cooling products (radiators, condensers and compressors). Ed has held lengthy leadership positions in the aftermarket and can be reached at (514) 984-4808 or ed.lavoie@sympatico.ca.

Wakefield announces new product manager Marsha McLaughlin has been named product manager at Wakefield Canada – the marketing company behind Castrol oil. Working within Wakefield’s marketing department to develop overall brand strategy McLaughlin will be responsible for the development of consumer and trade product literature. She will also have special responsibility for public relations, motorsports, shows and other events as well as consumer promotions.

Apprentice award presented Warehouse Services Inc. has presented its latest award for second-year automotive apprentices studying at the Northern Alberta Institute of Technology. The winner is Michael MacDonald, who received a commemorative plaque as well as a tool set from WSI. The runner up was Andre Rivard. For a list of previous winners, see the “Specials and Promotions” section at www.wsionline.ca.

OUT & ABOUT

NAPA jobbers get pep talk in Toronto National business conference celebrates 80 years in Canada.

APA is determined to dominate its competition in the Canadian automotive aftermarket. Robert Hattem, president and COO of UAP Inc., did not mince his words when he spoke to NAPA jobbers at the company’s three-day National Business Conference held in Toronto last month. “The dominant player [in an industry] has to have at least 20 to 25 per cent market share,” he said. “That’s what we’re after. And we’re ready to help each of you dominate your markets.” Outlining an ambitious plan to get there, Hattem reaffirmed NAPA’s commitment to giving Canadian Tire strong competition for retail sales, and unveiled a

number of new programs designed to assist store owners and managers meet the needs of their wholesale customers. In an interview with Canadian Technician, Hattem insisted NAPA’s interest in retail sales will not harm its business relationship with repair and service facilities. “We know they are looking for a high level of service and we will meet their expectations,” he said. “When an installer has a car on the lift he doesn’t want to bring it down. He wants the right part and he wants it there within 30 minutes.” The business conference and a related trade show centered around NAPA’s 80th anniversary in Canada.

Manitoba AIA companies open inspection lane

Despite cold and windy conditions, about 29 cars were inspected Oct. 14 by members of the Automotive Industries Association of Canada’s Manitoba division. It was their second such event. About 50 cars were inspected in the first inspection lane event. The safety check included inspection of block heaters, batteries, anti-freeze, and tires. Consumers received copies of Canadian Car Owner as they passed through the inspection lane

Ward Zintel of Perfection Paint & Auto in Saskatoon, SK took a picture of this home-made patch job.The Jeep belonged to the son of a shop employee.She asked Ward to take a look at the work because her daughter was going to be driving the vehicle to university.Ward found ties on both sides.“Apparently they were intended to keep the cables from rubbing so the ride would be quieter,”he says.“Not that it would have mattered, the muffler inlet was rusted off!”

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 10 CANADIAN TECHNICIAN

DECEMBER 2006

It’s Your Turn

How I fired Wendy Some customers cause more stress than they’re worth. Around here they’re likely to get a ‘Wendy letter.’ By Bruce Eccles

Believe it or not, I actually sent this letter. We call it our “Wendy letter” and I use it as a template for letters to other bad customers. I don’t like turning people away from my shop, but over many years in this business, I’ve come to understand that sometimes you have to play tough. Wendy thought we were ripping her off because we charged her $125 for diagnostics. She objected to it even though the scan time was necessary to solve the problem she was having with her car. She objected to it even though there was no other way we would have found that problem. I couldn’t reason with her – as much as I tried. So, ultimately, I removed that charge from her invoice and wrote my first Wendy letter. I fired another customer when she became extremely rude, insisting that my technician had broken the left rear lock button on her daughter’s car. The technician had no reason to even open that door, but she accused me of lying to her. No amount of discussion could convince her otherwise. So she too got a Wendy letter. I do not send Wendy letters without a great deal of thought. I will do everything I can to salvage a relationship. When I was younger I had a lot of energy – and even more zeal – to polish our industry’s tarnished reputation. But over the years I’ve come to understand that there’s no convincing some people. Sometimes you just can’t turn bad customers into good clients. I’m not in this business to argue with unreasonable people, or to justify perDECEMBER 2006

fectly legitimate charges to people who refuse to pay them. I don’t need customers with an attitude of condescension and indignation, or who are convinced we’re out to rip them off. I’ll let some other shop deal with that kind of customer. Even in a soft business climate, with shrinking margins, and an unpredictable future, I believe my business is

stronger without these bad apples. There’s more harmony around the shop, and I have less stress. I’ll bend over backward to help a good client. But bad customers? They’ll get a Wendy letter. Bruce Eccles is the owner of Eccles Auto Service in Dundas, ON. CANADIAN TECHNICIAN 11

MANAGEMENT

S.O.S. The ROLLER COASTER Effect

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.

The many tasks in our day either strengthen us or drain us… which would you rather do?

go day? I single a n i t ting i world s to ha of the busines weight : r y e u l h o l t y e K e g Dear I hav lovin g about ng like ne from anythin o feeli ever go t w u o d o n l y k r o e u Hav Do yo f the w n hour! n top o s e of a eling o r e u f o c m o e r f in th s… all e? houlder ter rid on my s er coas l l o r s thi ng out smoothi

Dear Erol: Wow, do I ever know what you’re talking about! I often wanted to find the roller coaster operator and tell him I wanted off! And then it occurred to me: I am the roller coaster operator. The roller coaster rides on the rails of our emotions. Trying to be the best you can be, taking on too much responsibility, trying to do it all yourself… it takes its toll on you. Your pulse quickens, your breath shortens, you get flustered and you can’t keep everything straight anymore. It’s no fun at all. Have you ever watched a humming12 CANADIAN TECHNICIAN

bird at a bird feeder? He’s barely moving but his tiny wings are flapping like crazy. His little heart is beating 80 times second just to generate that kind of energy. I got exhausted just watching one once. I couldn’t help myself. I called out to him, “I hear ya, pal. I feel your pain!” And on the opposite side of the spectrum, there’s the eagle, a majestic creature soaring way up in the sky, above all the chaos below, gliding effortlessly on air currents. Man, those eagles have it all figured out! So how do we learn to soar like eagles instead of flap like hummingbirds? One of my best friends, Bill, has a pretty cushy job with the government.

It’s not tough work, but he absolutely hates it. He says it’s just too boring. Wow, I thought, I’ve been excited, exhausted, elated, afraid, confident, worn-out, motivated, depressed, surprised, discouraged, hopeful, and angry – often in the same day – but I’m never bored! Chances are Bill doesn’t feel the roller coaster effect. That’s reserved for entrepreneurs like you and me who take on the sizeable challenge of building a business from scratch. We feel like we’re on a roller coaster because we tackle all kinds of tasks – big ones and small – that each have an impact on us. Some of them we love doing and others we hate. Some make us DECEMBER 2006

Larry Dickison

feel fulfilled, and other leave us feeling drained. Some come naturally to us, others are like an ill-fitting suit. We ride the rollercoaster from job to job, responding to every peak and every valley, the highs and the lows, the good and the bad. At some point I realized that if I concentrated on the jobs I liked, I enjoyed my work. If I was forced to do the jobs I hated, I started to resent my work. Sounds obvious, right? But we keep thinking that as a boss we need to be well-rounded, handling every job with equal grace and ability. But that’s just not possible. Imagine there were a camera trained on your face all day long, as you did your various tasks. Do you think it would become pretty obvious whether you were enjoying your work or struggling through it? Do you think someone would be able to see instantly, just by the expression on your face, if you were doing something that strengthened you or something that weakened you? Here’s what I did and I’d encourage you to do something similar. I made a long list of all of the activities that I did on a daily basis, from unlocking the door in the morning, to talking with customers, answering the phone, estimating, ordering parts, selling jobs, following up on work, diagnosing, repairs, marketing my business, doing the finances… dozens of different jobs. And then I put them into one of four columns: DECEMBER 2006

●

Things I’m Good At Things I’m Not Good At ● Things that Strengthen Me ● Things that Weaken Me It became pretty clear what I love to do. They were the things I looked forward to doing, which I always had enough energy for, which left me feeling great, and which I looked forward to doing again. It was also clear which things I dreaded doing and which ultimately drained me and left me feeling used-up. For the first time in my life I created a “stop doing” list. I just stopped doing them, Erol. For example, I used to do all the marketing flyers for the shop. I’d spend hours laboring over the font sizes, and the colors, hating every minute of it. I was usually pretty pleased with the results (I’m actually pretty good at it) but I hated the process. It drained me, leaving me feeling depressed. I couldn’t wait for it to be over. After I drew up my strengths list, I just decided not to do it anymore. I found someone to do it for me, someone who loved to do it. Yes, it costs me some money, but it frees up my time to do things I really like doing. And it took away one thing that led to the roller coaster effect. This principle has helped everyone in our business, not just myself. A great example is my wife, Kerry, who looked ●

after the books for the business for over 17 years. She was really good at it… but she never enjoyed it. It never strengthened her. In fact she loathed it. It drained her. So we hired someone else to do it and she started spending more time doing what she loves. We have to “carve out” times in the day to do things that leave us feeling great, that fulfill us and make us feel strong and successful. I can’t tell you in an e-mail what this has done for my life. The roller coaster effect is so minimal now. I think I’m easier to deal with. I treat my employees better. I’m nicer to my suppliers. So what strengthens you, Erol? What you makes you feel strong? What makes you feel successful? If you need help figuring it out, I highly recommend getting Marcus Buckingham’s book Now Discover Your Strengths, and take the strengths test he’s devised. It’s brilliant. He has also produced a series of short films to explain the concept of discovering your strengths and playing to them. It’s called “Trombone Player Wanted,” and I can’t recommend it highly enough. I bought it and watched it with my whole staff. Now we are all trying to play to our strengths, like a well-balanced team. It’s not always easy. There’s some give and take, but we all understand each other when we say what strengthens us. It sounds a little simple, but there’s a great truth here, Erol. Plan your day to do more of what strengthens you and less of what weakens you. Get rid of that roller coaster feeling. Soar like an eagle, instead of flap like a hummingbird. Speaking of eagles, maybe I’ll see one this weekend. I’m taking my son fishing. Now that’s something that strengthens me! Remember, 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 13

OF THE YEAR

2007

We're looking for someone who:

★ Has distinguished himself as a technician ★ Is a leader in the shop ★ Gives back to his industry ★ Is an active member of his community ★ Is helping to improve the public’s impression of technicians

Nominate someone today and you could win cash! $250 for nominating the winner $50 for nominating a finalist

Deadline for nominations: March 31, 2007 Prizes may not be exactly as shown.

PLATINUM SPONSOR

GOLD SPONSORS

SILVER SPONSORS

OF THE YEAR

Nomination Form

2007

We’re looking for a well-rounded person, who is involved in his community and actively working to improve the image of our industry. All nominees will be awarded points based on the following criteria:Technical skills;Leadership in the shop; Customer service skills;Community involvement;Industry involvement;Unique hobbies;Ethical business dealings;Efforts to improve the image of technicians;Respect of peers;and Clearly defined philosophy toward work and life. Nominations will be reviewed by a panel of editors and contributors to Canadian Technician magazine. A short list of finalists will be reviewed by a panel of shop owners from across the country. I WOULD LIKE TO NOMINATE:

TELL US ABOUT YOUR CHOICE. USE ADDITIONAL SPACE IF NECESSARY.

Workplace: Address: City: Province:

Postal Code:

Business phone: (

)

Home phone: (

)

The Canadian Technician of the Year must be nominated by a licensed technician and co-nominated by a shop manager or parts supplier (jobber or counterperson).

Tell us about their unique approach to work, their problem solving skills, courses taken, and certifications earned.

How have they demonstrated leadership in the shop?

NOMINATED BY: Licensed technician: Yes ❏ No ❏

Give examples of extraordinary customer service.

Workplace: Address: City: Province:

Postal Code:

Business phone: (

)

Home phone:

)

(

Give examples of community involvement.

CO-NOMINATED BY: Jobber / Counterperson / Shop Manager: Yes ❏ No ❏ Workplace:

What are their unique hobbies or extra-curricular interests?

Address: City: Province:

Postal Code:

Business phone: (

)

Home phone:

)

(

How have they helped improve the image of technicians?

Tell us why the person you are nominating should be named the Canadian Technician of the Year. Remember, we can only judge your nominee by what you tell us. Make a stronger case by sending additional information on a separate sheet. Feel free to include supporting documentation. FAX THIS FORM TO (416) 614-8861. This form can also be found at www.canadiantechnician.ca and can be electronically submitted. Deadline for entries is March 31, 2007

We want to thank our sponsors who have donated so much to express their support for the automotive repair industry and the community-minded people who keep Canada’s cars on the road.

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Want stress relief? Start by working on your relationship with your most important supplier – your jobber! By Bob Greenwood

Building better

PARTNERSHIPS

ot an hour to kill? Ask a shop owner or manager what his jobber could be doing better. Or ask a jobber what drives him crazy about service shops. The fact is shop owners and jobbers have never enjoyed a stellar business relationship. There are many reasons for this, but to get to the root of the matter, I recently asked some of the industry-leading shop owners I’ve had the privilege of working with about their jobber issues. And I asked top jobbers I’ve worked with about the biggest obstacles they face in building positive DECEMBER 2006

business relationships with the shops they sell to. It’s amazing what you can discover when you just sit down with someone and have an open and frank discussion about their business. And it’s too bad our industry doesn’t communicate this way all the time! Here’s what shop owners and managers say about parts suppliers. 1. “They just walk into my shop without an appointment and expect me to drop everything to talk to them. Even my own clients know they need an appointment. These reps obviously don’t respect

me, my time, or my business!” The best suppliers want to work by appointment in order to make effective use of their time. Then, when they are with their client, they want to make sure constructive business is discussed. They don’t want to spend valuable time reviewing last night’s hockey game over coffee and doughnuts. 2. “They think gimmicks will buy my business. I’m not interested in trinkets and trash. And I certainly don’t need any more jackets, T-shirts or hats! What an insult to my intelligence! How do those things help me build my busiCANADIAN TECHNICIAN 17

THE GREENWOOD REPORT

ness? If I’m making the right amount of net income, I can buy my own toys, thank you very much!” The best shops disdain cheap gimmicks… but you might be surprised how many poorly run shops buy into this type of marketing. Short-sighted owners and managers love the freebees, which only encourages suppliers to keep offering them. 3. “They have nasty counter-staff! Their attitude comes right through the phone. Don’t they realize that I can bring 10 to 12 grand a month to them if I so desired? Yet they act as if I’m the cause of their bad day. I’m not one of those weak shops that drains them. Doesn’t he know that? I will find a supplier who knows me and what real business I can bring to the table when real value is offered to me.” Jobber management gets the blame on this issue. They need to make sure their staff is “tuned in” to whom they’re dealing with. My studies show that the average jobber is under staffed by one person on the counter which means they’re doing too much, too fast. The natural consequence is poor business relationships and lost sales. 4. “Some counter people simply haven’t kept up with automotive technology. Too often they send out the wrong part, or they don’t send everything that goes along with it. We end up waiting for a second delivery, or we have to go down to the store ourselves to pick up what we need. This is costing us time, efficiency and money! Suppliers must keep their staff up to date on all the new technology or I’ll find a supplier who does!” The reality is, there’s a shortage of competent counter people, just as there is a shortage of competent technicians. 5. “I resent the slow handling of my credit items. I get my monthly statement and they expect it to be paid immediately, but when I check, I find there are $600 worth of credits missing! I need a supplier who respects my cash.” These are all are very good points that suppliers must start to pay attention to if a positive business relationship is going to be built. But not all of the blame is on their side of the table. Let’s listen to what 18 CANADIAN TECHNICIAN

they’re saying about their wholesale customers. 1. “Shop owners are always looking for the cheapest price but they don’t pay their account in full by the 10th of the month largely because they don’t know how to manage their business. I’m not here to finance them. This is a huge cost to my business and they don’t seem to care!” The best shops understand business management and have their house in order. They pay their account in full because they realize the 2 per cent rebate they get for paying by the 10th goes directly to their net profit. Weak shops don’t understand net profit. They run their business in terms of cost, not profit. The jobber has to be more selective with whom they do business. It’s time to fire some customers. 2. “They’re always shopping three to five suppliers at a time. This shows me that they don’t understand the commodity business. I need volume and cash to make my equation work. The shop owner that spends all day on the phone trying to save $10 here and $20 there doesn’t understand the value of his own time.” A shop owner who gives the bulk of his business to a single supplier will not only save “shopping around” time, but can spend his energy building his business where it counts, in productivity and efficiency. It is understandable that jobbers find the shopping around objectionable. In the commodity business cash and volume talk. Give them your business and let them impress you with their service. 3. “They always want to work on consignment. Consignment doesn’t work for us. We’re just financing their inventory. They have to own their own inventory and cash must exchange hands to make it work.” Shop owners who threaten a jobber with the ‘If-you-want-my-business’ line don’t understand the importance of giveand-take relationships. In a rapidly changing industry, the relationship has to work in both directions so both sides have a chance to thrive. 4. “We’re driving back and forth far too often simply because they don’t order

properly. Our delivery costs are going through the roof.” The best shops understand that if they force costs onto their supplier, they can’t expect the best price or service. They need to understand that when their suppliers are profitable they bring more value into the relationship. There’s a world of difference between a jobber that delivers $3,000 in parts per month over 50 deliveries and a jobber that delivers $10,000 a month in 40 deliveries! 5. “They say they want training, but when we organize it they don’t show up! These guys don’t respect the time and effort it takes to put together a class.” The best shop owners have a policy: their word is their bond. They value training courses – both technical and management – and know they have to support any efforts that are aimed at making them better at their jobs. I think it’s very fair to say that both sides have legitimate issues. To start straightening them out, will require honest and open communication. If you’re a shop owner who wants to be in business in five to 10 years, it’s critical to have a solid first-call supplier. A good relationship – built on mutual trust – will add to your bottom line and reduce stress in your business. Consider being pro-active instead of re-active. Sit down with your supplier and discuss how things can be done better. I think you’ll be surprised at the open reception you’ll get from the best suppliers in our industry. Bob Greenwood is president of E. K. Williams & Co. (Ontario) Ltd., a management consulting company specializing in independent automotive service and repair shops (www.ekw.ca). He’s also president and CEO of the Automotive Aftermarket E-Learning Centre, a business management resource for shop owners (www.aaec.ca). Bob can be reached by phone at 800/267-5497; by fax at 613/836-4637; or by e-mail at greenwood@aaec.ca. DECEMBER 2006

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ON THIS YEAR’S AGENDA: WHAT ATTENDEES SAID AFTER LAST YEAR’S EVENT: “I just wanted to say how much I enjoyed the Linder conference.The training we received is going to help us in our increasingly difficult jobs.We plan to make this a yearly event and we’ll tell anybody that will listen that this will be the place to be next April! Craig Shoemaker Woodstock, ON “The training was great, and it directly relates to what I do on a daily basis at my shop.I’m actually looking forward to going back to work tomorrow and trying out some of the methods I’ve learned.” James Taylor Oshawa, ON “I just got back from Toronto and I’m still flying high.What a fantastic conference.The training was top-notch, the atmosphere was positive, and the food was great! Cochrane Automotive couldn’t have done a better job! Cale Friess Kelowna, BC “This is the kind of training you need if you’re going to survive in this business.” Philip Wilkie Nova Scotia

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BUILDING your

WORKFORCE

A Saint John shop owner sees great value in signing up tomorrow’s techs… today! By Allan Janssen

utoTec, in Saint John, N.B., may well be one of the biggest paradoxes in the Canadian aftermarket. It’s a sophisticated auto repair business with the very latest in diagnostic equipment, housed in a heritage building that dates back over 100 years. The oldest part of the building was built in the late 1800s. The “new” section was built in the early part of the last century. Despite the antiquated setting, however, AutoTec handles some of the toughest automotive diagnostic work in the city and is known as the go-to shop for professionals with troubleshooting problems. “There are a lot of constraints about what we can and can’t do with this building… but we make it work,” says Doug Reevey, owner and president of AutoTec. “There are only four hoists. It’s a bit of a 20 CANADIAN TECHNICIAN

trick, but we have enough room to work on 13 cars at a time if we have to.” Formerly a chartered accountant, Doug bought the business from his father who had turned a tiny supply shop into a chain of auto-electrical jobber stores. The 13 branch sites were eventually sold to McKerlie-Millen (later bought by Carquest) but the deal didn’t include the company’s original location in downtown Saint John. So Ted sold it to Doug, who was tiring of the road-life of a chartered accountant and wanted to settle down. “I learned a lot as a C.A. I liked meeting senior people at a wide variety of businesses. You had access to them and you could ask them questions about what made them successful. But it wasn’t a very stable job,” he says. A few years at the helm of AutoTec have certainly changed his life. Now he’s

Doug Reevey bought AutoTec from his father Ted Reevey, once a wellknown jobber and chairman of the Automotive Industries Association of Canada.“In this industry, I’m known as ‘Ted’s Son,’” says Doug. Inset: the building as it looked in the early 20th Century, when it was the home of the Empire Garage and Supply Company.

married, and he and his wife are raising their three-year-old daughter Claire. And, unlike before, he is concentrating all of his professional efforts on only one business: his own. “When I walked in on that first Monday morning, I was very intimidated,” he admits. Back then the business divided its efforts between electrical rebuilding, a related parts counter, and automotive sales. “We had two guys rebuilding alternators, and starters, but for light-duty that’s just not a viable business anymore,” says Doug. “We knew that business was going away.” His first task was to chart a new course for the business as a whole – and that meant understanding every part of it. “I put myself to work. First in the parts department, and when I had DECEMBER 2006

learned that business, I moved over to the service desk,” he says. “It didn’t take me long to figure out that our background in electrical was going to be a big part of our success moving forward. As cars continue to become more complicated, electrical diagnostics was going to be a larger component of fixing them.” So he started to invest heavily in the bays, providing his techs with the latest scan tools, equipment, and repair information. And he widened the range of services they offered, so they could stop sending cars down the street. “We used to give away the tire work and the oil changes. But that’s the easy stuff,” he says. “We started to ask ourselves why we were doing all the hard stuff and letting the easy stuff go? So we decided to go full-service and we invested appropriately.” He knew the move was not without its risks. “It is difficult to do well in automotive service,” Doug admits. “But I saw that as an opportunity. I figured if I found it difficult, other people must find it difficult too. And if they dropped out, there would be less competition for us. So I said, ‘Let’s really drive hard at this.’” And they did. He grew his staff from four to 10 – including six technicians, a service manager, and a service writer – and made training a priority. One of the biggest challenges he’s anticipating in years to come, is maintaining a strong workforce to handle the tough diagnostic work that has become their specialty. “We all know there’s a growing labor shortage,” he says. “It’s getting tougher and tougher to find young people coming into this trade, willing to put in the time to become really good at this job.” In fact, Doug participated in a panel discussion on issues facing the industry at a recent Automotive Industries Association of Canada event in Moncton. Speaking to industry leaders, he described his strategy of being proactive rather than reactive when it comes to recruiting new talent. “There’s no question that skilled labor is increasingly difficult to find – not only in our trade but in many trades,” he said. DECEMBER 2006

“Our approach is to make a front-end investment in the top graduates coming out of community college. We’ve got strong ties at the college and we’ll hire promising people even if we don’t really need the help immediately. It gives me an incentive to get more work to keep them busy. Obviously I can’t do it every year, but I’ve done it the last couple of years and it has worked out well. It’s important for us to have a strong workforce that

we can count on in the future. My senior guys will retire one day and I will have to replace them.” Part of his strategy also involves making sure the compensation package is attractive enough to keep people longer. “If you don’t want people to leave, you have to give them a reason to stay,” he says. “You have to pay well and offer a full benefits package with vacation and family days. You have to treat people the way you’d want to be treated.” In addition, Doug always talks positively about the business, encouraging young people to get into the trade. “This is a relationship business,” he says. “Every day we’re trying to build stronger relationships – with employees, with new clients, and with existing clients. You learn something new every day but the most important stuff is all about building trust.”

His advice to other shop owners is to concentrate on the basics of their business. “Don’t make things more complicated than they have to be. If you offer friendly service, and competent work at a fair price, people will keep coming back to you,” he says. “That sounds simple on the surface. There’s a lot of work that has to go on in the background to make that happen, but if we keep challenging ourselves to do things better, we’ll keep

Fourth-year apprentice Brian Tate does a 30-point inspection on a 2000 Grand Cherokee. He says he got into this business because of a deep-rooted love of cars and a fascination with bracket racing.

getting better. I see that as my main job. I have to stand back and figure out what we can do better than our competitors.” Despite the many challenges facing our industry, Doug remains optimistic about its future – particularly for those who believe there’s light at the end of the tunnel. “When my competitors just see challenges and no real solutions, I see that as an opportunity to hang in there,” he says. “When they fall away, I’ll still be standing. We’re going to go through some good times and bad times and I’m a firm believer in that what doesn’t break you makes you stronger.” CANADIAN TECHNICIAN 21

Independent shop owners may like singing solo… but sometimes there’s value in joining a choir.

perating an independent repair shop these days is definitely a challenge… and it’s bound to get tougher in coming years as vehicle technology increases, and competition from dealerships gets more intense. Investing in accelerated training, more consumer-friendly facilities, and a better understanding of basic management skills is seen as the bare minimum requirement to remaining profitable. The cost of that investment is not insignificant – which may be why some shop owners turn to banner programs and franchise operations. As part of a larger family, they can share costs with other like-minded shop owners, and benefit from economies of scale which not only mitigate their risk but increase their likelihood of success. At the franchise end, there’s a wide range of options out there. There are a number of very different business models to choose from. The initial fee and the ongoing royalty payments can vary dramatically, as can the level of involvement from head office. Some franchises allow their members to remain independent. Others insist on a greater level of consistency from shop to shop. Suffice to say if you’re looking at the franchise option, you have a lot of 22 CANADIAN TECHNICIAN

homework to do. Here’s some food for thought, to get you started.

Power of the Brand There’s a reason the average person on the street can name four or five auto repair chains without having to consult the Yellow Pages. Franchise operations spend millions of dollars advertising their brand through direct mail, on radio, television, and at sporting events. Furthermore, their logos have become fixtures on streetscapes and billboards across the country. For an independent shop to earn topof-mind recognition would take buckets of money and many years of exemplary service. Joining a franchise is the shortcut to instant visibility. “Operators want a brand that says an organization stands behind them, and there are many benefits there,” says John Watt, director of automotive retailing for Petro-Canada Certigard. “It gives confidence to the guests. But on the other side, they also want to be known for themselves. This is a people business.” And the brand continues to serve you well, even when you’re ready to get out of the business. Selling your shop is often easier because the name is not tied to an individual. You have to ask what Vlad’s Repair & Service is worth without

By Allan Janssen Vlad. With franchises, there’s less interruption from owner to owner, and a successful shop can change hands fairly quickly, without damage to customer confidence.

Power of Warranty With shops around the province and across the country, franchises can offer attractive warranty programs which an independent simply cannot match. As a franchisee, you can tell your customer that if they break down on a road trip, they can limp in to the nearest affiliated shop and get preferred service at no charge to them. “When an independent gets a call like that, what can they say? They’re going to say, ‘You have to bring the car back to me, and I’ll see what I can do.’ The thing is, bringing the car back is not as easy as it sounds,” says Randy Moore of Mister Transmission. “But when one of our franchisees gets that call, they just have to say, ‘Where are you?’ and chances are they’re going to be able to say, ‘No problem. We’ve got a member there.’”

Power of Credit and Financing Franchises can harness an assortment of resources and allow you to offer your customer terms that an independent can’t. In challenging economic times, this can be an important benefit to extend. DECEMBER 2006

Power of Purchase This is no small matter. As a national account, you’re often eligible for deeper discounts on parts, which gives you extra margin. In fact, some franchises make their money not through royalties on your sales, but through your purchase of parts through their network of approved vendors.

Power of Experience As an independent, you solve problems as they come up. But there are very few problems that a franchise’s head office hasn’t already seen and resolved elsewhere. Tapping into expert advice on management issues is a great asset. “We have ongoing business counseling, and that is very valuable,” says Watt. “I’m talking about a seasoned, wellinformed individual who knows the ins and outs of bay management. You’re going to have a Certigard business specialist assisting you on a regular basis. He’ll be part of your environment – like an on-staff consultant.” “We don’t tell you which side of the register the stapler should be on,” says Jamie Holmes, vice-president of Master Mechanic. “But we can help you set up systems that will streamline your business. Which ones you like, which ones you use, which ones work for you… that’s up to you to decide.” Moore says that kind of freedom is particularly important for people who have an entrepreneurial spirit. “We let you run your business,” he says. “Unlike some of the food franchises where you’re a glorified manager, you get to stretch your wings and try out your own ideas. And if you put the extra energy in, you reap the benefits.”

Power of Training At any shop, your success is going to hinge on your capabilities as a service provider. Many franchises have access to industry leading technical training, and they can help you get your staff up to speed on the work they’re going to be seeing in coming months and years.

Power of Community In a franchise, you’re not alone. There are dozens – or hundreds – of shop owners in the same boat as you, and you can draw on their experiences. The networkDECEMBER 2006

ing opportunities are almost endless, with regional and national meetings where you can compare notes and exchange ideas. Learning the best practices of some of your most successful colleagues gives you a real edge. “Often the ideas that are exchanged between franchisees is far more valuable than what is preached from head office,” says Robb Sloan of Minute Muffler and Speedy. “The small shop will not be able to survive in the future without major

investments. If you don’t align yourself with some powerful national entities, you’ve got an uphill battle.” The bitter pill of paying a franchise fee and royalties on sales is tempered when sales increase dramatically because new processes are put in place, new resources are available, and new services are offered. And those who thrive in the franchise arena say the pluses far outweigh the negative.

“It has made a huge impact on our business, and how we operate. A lot of our success is due to what we’ve learned through Bob.” – Steve Booy, a member of the Automotive Aftermarket E-Learning Centre

JOIN TODAY AT www.aaec.ca/canadiantechnician

FOR ONLY

95 /month *

* Minimum subscription of 12 months required.

“Plugging your own numbers and seeing them improve is a great incentive to keep learning. This is my business education and it’s been a very positive

AUTOMOTIVE AFTERMARKET E-LEARNING CENTRE the Online Business Management Resource DEVELOPED BY BOB GREENWOOD

thing for my business. I know

Learn How to Effectively:

where I’m going and how to

• Reduce Stress in Managing your Business

get to the next level.”

• Improve Business Profitability

– Steve Booy, Steve’s Automotive, Woodstock, ON

• Improve Expense Control • Improve Labour Productivity • Realize the Potential of your Business • Manage the return you are making on your Investment in your Business • Experience an Improved Lifestyle Bob Greenwood

For More Information: Visit us at www.aaec.ca, or e-mail us at info@aaec.ca Register now at www.aaec.ca/canadiantechnician

CANADIAN TECHNICIAN 23

INDUSTRY WEEK

2006

What happens in Vegas impacts the entire North American automotive aftermarket!

Franchise Opportunity Being your own boss just got easier. Build a profitable future with today’s leading auto service specialist. We are looking for individuals who want to take control of their futures and enjoy the rewards of owning their own business while benefiting from being part of a franchise system. Potential candidates must be motivated, entrepreneurial people who can effectively manage a business. Automotive management experience is preferred. Why Speedy Muffler, Brake & Wheel? • • • • • • • • •

National brand recognition Well established turnkey locations Prime locations still available National and regional advertising programs Computer and Accounting services offered #1 network of over 200 locations coast to coast Training available Ongoing technical support Buy-In / Work-In financing options available for qualified individuals (call for more information) • Investment required

Call toll free:

1-877-287-4277 or visit our website at:

www.speedy.com At Speedy You’re A Somebody

24 CANADIAN TECHNICIAN

ssociations, business groups, and companies from across North America converged on Las Vegas again, as they do every year at the beginning of November for what has become known as Automotive Aftermarket Industry Week. Originally comprised mainly of two trade shows – the Automotive Aftermarket Parts Exposition (or AAPEX) and the Specialty Equipment Market Association (or SEMA) show – it has grown to accommodate gatherings of shop owners and technicians at CARS (the Congress of Automotive Repair and Service), automotive rebuilders at the Automotive Parts Rebuilders Association’s ‘Big R’ show, the collision industry at NACE (National Automotive Collision Exposition) and warehouse distributors and jobbers at the AWDA (Automotive Warehouse Distributors Association) meetings. All told Industry Week brings hundreds of thousands of people together to show their wares, make business deals, and learn new skills. AAPEX is held at the Sands Convention Center. This ‘hard parts’ show features the functional products and services familiar to the repair trade. SEMA, on the other hand, is held at the bigger Las Vegas Convention Center. It concentrates on the glitz and glamour of automotive accessories. More than 900 people turned up at a Caesar’s Palace ballroom DECEMBER 2006

▲

ACDelco capitalized on Industry Week by scheduling its national convention just prior to the opening of AAPEX and SEMA. In addition to a popular exhibition, it ran business seminars and meetings for more than 6,000 participants at The Mandalay Bay hotel.

for “Canada Night” – which has become an Industry Week tradition. The event, sponsored by the Automotive Industry Association of Canada is an opportunity for Canadian companies to meet with each other away from the trade show floors. Based on the popularity of that event, a second “Canada Night” is also held at NACE. The Canadian contingency at that show is growing by leaps and bounds. Before too long, another Canada Night may need to be held in China, as the Automotive Aftermarket Industry Association (AAIA) has announced its plans to hold a trade show in Macao in 2008. To pave the way for the expo, AAIA will lead a seven-day trade mission to Shanghai and Beijing to introduce senior North American aftermarket executives to their Chinese counterparts. It will include high-level briefings on political, economic and cultural aspects of the fastest-growing nation in the world. The initiative is in response to a survey of North American aftermarket companies – more than 78 percent of which are now selling products and services to the Chinese market. Of those respondents who are not currently selling in China, 58 percent indicated that they are planning to. Macao is known as the Las Vegas of Asia. For more information on AAIA’s Asian Initiative, contact Rich White at 301-654-6664.

FIND YOUR FUTURE I N O U R F R A N C H I S E. 1960s icon Cherry Bomb is back!

Industry Week has traditionally been the place to make big announcements like that. And this year, Cherry Bomb used Industry Week to relaunch its brand of high-performance exhaust products. Timed to coincide with a nationwide resurgence in interest in the muscle car, coupled with an increased trend for personalizing street vehicles and light trucks with performance enhancement modifications, Cherry Bomb has expanded its product lineup to include a full range of performance mufflers, cat backs and accessories for most popular makes and models. It unveiled a project vehicle – a fully modified 2006 Cherry Bomb Charger with an enhanced 5.7 Hemi engine – at its launch party. Among the notable awards announced during Industry Week was kudos to NAPA for its consumer brake video, and technical training materials, and to SKF for its print training materials. Both awards were part of the Automotive Communications Awards. DECEMBER 2006

Together, with our recognized name, state of the art business systems and operations support, we can help you build a business of which you can be proud. Find out today about becoming a Certigard franchisee.

*Marque de commerce de Petro-Canada – Trademark

Call us at 1 888 541-7632

CANADIAN TECHNICIAN 25

December 06

AUTO PUZZLE

ACROSS

Storage device for digital data. Type of filter. One who possesses something. What lawnmowers do. Another type of filter. Frequently. Mistake. A fob allows keyless _______. Moral code. Pen torch fuel. Soft metal. Place where two parts fit together. Sudden burst of electrical activity.Also an indication of heart activity, detected in the wrist. 27 Large body of water. 28 Boxing acronym. 29 Jobber goal: to provide the ___ part at the _____ price at the ____ time. 30 Time keeper. 31 Make straight. 1 4 6 7 8 10 11 14 17 18 20 23 26

DOWN

Base oil. Vehicle powerplant. The “u”in U.S.A. Large piece of equipment found on construction sites. Brake problem. Vehicle. Beaten track or groove, especially caused by wheels on soft ground. Brake part. Leaves out. ______-glycerine: explosive liquid. Engine problem. Funeral speech. Rudimentary. Brake system. Ignition source. Volkswagen nameplate. International standards organization. Eagle’s claws.

1 2 3 4 5 7 9 12 13 15 16 19 20 21 22 23 24 25

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.

September 2006 Auto Puzzle C

O W N

C E

A T

I E

I S

V O

S I

E E

N C

T T

R O

R N

E R

A P

C D

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R S

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M M

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For more information call 1 800 465-2772 or visit www.Havoline.com

Congratulations to Linda Legault of Bilar’s Garage Ltd.in Thorsby,AB, winner of a Havoline jacket for solving our September 2006 puzzle.

Win 100! $

Name:

Send your solved puzzle to Canadian Technician.We’ll draw a winner on March 17, 2007.Send to 451 Attwell Drive,Toronto, ON M9W 5C4.Or fax to 416-614-8861.

Workplace: Work address: Phone:

email:

Question of the Month: What could your jobber do to serve you better?

Fuel pump program Bosch has expanded its line of replacement OE modules and OE fuel pumps. The program includes OE electric turbine pumps for both current and older vehicles equipped with either turbine or positive-displacement-type fuel pumps. The new Bosch fuel pump program includes full coverage of in-tank electric modules, fuel pumps and fuel pump filter screens. The program covers over 95 percent of vehicles currently equipped with electrical or mechanical pumps, along with the industryâ€™s highest module and turbine coverage. The OE turbine upgrade pumps are designed to ensure safe, easy installation, and conform to OE fit and function. Robert Bosch â€“ For more info, go to www.aptmag.ca/products/42101

Performance exhaust Cherry Bomb now offers a full line of high-performance mufflers, cat backs, complete exhaust systems, and a wide range of accessories to create a custom exhaust system. Cherry Bomb offers six highperformance mufflers, each designed for a specific flow and sound. Also available: Mandrel Bent Pipe, Universal Y-Connectors, Universal Flex Couplers, Bushings, Header Adapters and Gaskets, Pipe Adapters, Specialty Clamps, Specialty Hangers, O.E. Style Hangers, and Universal Wire Form Brackets. Straight tubing is available either aluminized, or in T-409 stainless steel, or low carbon steel in 1-1/2â€? to 4â€? diameter. Cherry Bomb â€“ For more info, go to www.aptmag.ca/products/42103

Ergonomic oil jug An easy-to-use new jug, plus two new grades of Castrol Syntec are now available from Castrol. The new â€œSatelliteâ€? jug is designed with two ergonomic handles for easy use. One handle makes the jug easier to carry; the other makes it simple to pour. A wider spout makes it easy to refill used oil in the jug for return to the recycler. As well, Castrol has added two new grades of Syntec â€“ Syntec 5w20 and Syntec 5w40 to complement the product line. Grades available in the new jugs are Syntec 5w20, Syntec 5w30, Syntec 5w40, Syntec 5w50 and Syntec 10w30. Syntec contains advanced anti-wear additives to help extend engine life and superior detergency to help prevent deposits. Wakefield â€“ For more info, go to www.aptmag.ca/products/42105

DECEMBER 2006

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CANADIAN TECHNICIAN 27

Fuel injectors

Socket set

Bosch has launched a broad new line of advanced gasoline fuel injectors for current and older domestic and import vehicles. The modern, second generation injectors, in widespread OE use since 1992, cover millions of current vehicles operating in North America, and can be installed in millions of older vehicles originally equipped with older-technology fuel injectors. The second generation Bosch fuel injector is strong, durable and quiet. It is ‘over molded’ to form a one-piece injector with no internal seals or seams to leak. With fewer parts, the injector is lighter, more compact, and easier to install. This injector provides a greater fuel dynamic flow range and refined spray pattern for improved fuel atomization and mixture combustion. Plus, the molded plastic shell eliminates exposed metal parts, preventing corrosion. Robert Bosch – For more info, go to www.aptmag.ca/products/42102

A new socket set is available from Matco. The SBS41SE 41-piece Silver Eagle socket bit driver set features an extensive assortment of socket bit drivers including 7 Hex Socket Bit Drivers, 13 Torx Socket Bit Drivers, 10 Tamperproof Torx Socket Bit Drivers, and 11 Recessed Torx Socket Bit Drivers. They feature a unique black chrome finish with laser etching for easy identification. Matco – For more info, go to www.aptmag.ca/products/42114

Battery tester kit OTC has announced the availability of new heavy-duty battery tester deluxe kits, specifically designed to perform battery and electrical system tests in heavy duty applications with multiple battery packs. For fleet owners and technicians looking to operate their vehicles at maximum efficiency, OTC offers the SABRE HeavyDuty deluxe kit in two versions: Model 3167-HD and Model 3168-HD, which includes an infrared wireless printer. Each kit includes a 24-volt heavy-duty battery tester, 15-foot test lead, instruction manual, and molded plastic carrying case. SPX – For more info, go to www.aptmag.ca/products/42115

28 CANADIAN TECHNICIAN

eign-nameplate and domestic SKUs to the Walker product line since 2004. Tenneco – For more info, go to www.aptmag.ca/products/42112

Unicoil Hoses ACDelco now enables you to make custom hoses using stock heater hose and the company’s new, patented Unicoil hose bending coils. Ideal for out-of-stock situations and troublesome routing conditions, Unicoil is a timely solution when custom molded hose

Blower motors Delphi is expanding its heating and cooling product offering with the introduction of its new line of blower motors. Featuring coverage for more than 7,700 applications, Delphi’s blower motor lineup is offered as a complete kit – motor and fan assemblies – in a single package. They are 100 percent original equipment. Delphi also includes heat shields, mounting hardware and cooling tubes, where applicable, attachment screws and cooling tubes line-up. Delphi – For more info, go to www.aptmag.ca/products/42113

Exhaust line For the third consecutive year, Tenneco will add hundreds of new SKUs to its Walker

exhaust product line in 2007. According to Tenneco, the Walker brand represents a “onestop” solution for distributors and service dealers interesting in growing their share of the emission-control category. Tenneco will introduce more than 650 additional replacement catalytic converters, exhaust assemblies, mufflers and other components for late-model passenger applications next year. The company has added more than 1,150 for-

isn’t available. It allows you to bend straight hose into any shape. No tools or special equipment is needed. This system reduces inventory requirements while providing a hose solution for custom applications. Unicoil can be used on heater hose, fuel line hose, fuel injection hose and transmission oil Cooler hose. ACDelco – For more info, go to www.aptmag.ca/products/42116

Winter tires Bridgestone Firestone Canada has introduced a number of new offerings to its Bridgestone Blizzak tire line-up. The Bridgestone Blizzak LM-25 4x4 is a brand new entry into the Bridgestone Blizzak lineup and is designed specifically for high-performance, luxury sport utility and crossover vehicles. Bridgestone is also welcoming several size additions to the Blizzak brand family of tires this year, including six new Bridgestone Blizzak LM-25 sizes. The Bridgestone Blizzak LM-25, with UNI-T technology, is a directional, studless H- and Vspeed rated winter tire, which delivers excellent snow and ice traction for high-performance vehicles. Bridgestone Firestone – For more info, go to www.aptmag.ca/products/42108 DECEMBER 2006

continued from page 30

Threadlocker

Work gloves

Permatex has improved threadlocker application control with its new patented Gel Twist Threadlockers. Permatex Gel Twist uses a special formulation and a pinpoint applicator to eliminate messy liquids and solid stick globs, while reducing waste and clean up. With Gel Twist, technicians and DIYers can put the threadlocker exactly where they want, especially in vertical applications and hard to reach places. Gel Twist flows more easily into threads than solid stick formulations, but will not drip or spill like liquid threadlockers. The new Permatex Gel Twist Threadlockers come in two popular grades: medium-strength Threadlocker Blue Gel, and high-strength Threadlocker Red Gel. Permatex – For more info, go to www.aptmag.ca/products/40305

Kimberly-Clark Professional, the maker of Kleenguard protective apparel, g l o v e s , masks and accessories, has developed two new work gloves. Kleenguard G40 Latex Coated Gloves have a high tear rating and are manufactured to reduce latex proteins, while the new Kleenguard G60 Purple Nitrile Cut Resistant Gloves feature Dyneema, billed as “the world’s strongest fiber.” Both provide enhanced dexterity and grip, as well as hand protection, using a latex coating over a comfortable poly-cotton liner. Kimberly-Clark – For more info, go to www.aptmag.ca/products/37703

ADVERTISER INDEX Page

Website Address

Phone

ACDelco

Advertiser

www.acdelcocanada.com

1-800-26-DELCO

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

www.texacohavoline42.com

1-800-465-2772

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

www.nmtccanada.com

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

www.napaonlinecanada.com

1-866-GET-NAPA

Petro-Canada Certigard 2489 North Sheridan Way Mississauga, ON L5K 1A8

www.petro-canada.ca/certigard

1-800-668-0220

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

www.bosch.com

1-800-618-4729

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

www.snapon.com

1-800-734-2676

Speedy Muffler, Brake & Wheel 365 Bloor St.East Toronto, ON M4W 3M7

www.speedy.com

1-877-287-4277

SPX/OTC 5695 Whittle Road Mississauga, ON L4Z 3P8

www.genisysotc.com

Contact local agent

www.wakefieldcanada.ca

1-888-CASTROL

NAPA 7025 Ontario Street East Montreal QC H1N 2B3

Wakefield Canada Inc. (Castrol) 3620 Lakeshore Blvd.West Toronto ON M8W 1P2

DECEMBER 2006

tral, I noticed the key had been left in the ‘on’ position. On a hunch, I tried the ignition, and to my surprise, the Buick fired up and ran like a dream. ‘Great!’ I thought. ‘Now we really look like fools!’ Back at the shop, everybody settled down over a cup of Basil’s special eggnog. I took Beanie’s mug and refilled it. “How about checking for codes and doing a little web surfing to see what you can find.” Half an hour later, he returned with a funny look on his face, and it wasn’t just the eggnog. “Turns out to be a common problem, guys. We had a history trouble code of P1629, which is the anti-theft system. Somehow, we’d set it off.” Tooner scratched his itchy face. “Okay, so how come it runs now? We didn’t do anything.” “Oh yes, we did,” replied The Bean. “I left the key on, remember? That’s how you relearn the alarm system; you leave the key turned on for 10 minutes, until the flashing light on the dash goes out.” Basil helped himself to more nog. “I’d like to know what caused the problem in the first place.” There were a number of possibilities, including a loose battery connection, a dirty pellet in the ignition key (cleanable with a pencil eraser), or a break in the tiny wires inside the ignition switch. In our case, it was the tiny wires that grounded Santa and his helpers. “That was a costly bit of community involvement,” I said later. “A free car repair, and Dutchy’s fee for a service call.” “Good!” said Tooner. “Hopefully that means no more parades.” I cleared my throat. “Actually, we’re already booked for the Valentines Parade. Apparently, we’re a big crowd pleaser. Now, to keep the budget down, I’ve already booked our costumes. Tooner, you get to be Cupid.” Tooner’s eyes bugged out. “But Cupid wears nothin’ but a piece of ribbon!” “Exactly,” I replied. “And that fits my budget perfectly.” Solved a tricky shop problem lately? Think it would make a good story for The Car Side? Contact Rick at rick. cogbill@shawcable.com. CANADIAN TECHNICIAN 29

The Car Side

By Rick Cogbill

How a tricky P1629 code rained on Slim’s parade!

“T

30 CANADIAN TECHNICIAN

How the General Stole Christmas

Will Enns

his is embarrassing!” muttered Tooner, flapping his arms to keep warm. “If anyone finds out it’s me under this fake beard, my reputation will be ruined!” “Oh, quit scowling, Santa; you’ll scare the kids.” I glanced down the street where throngs of people stood waiting for the Christmas parade to begin. “Besides, a little community involvement will smooth out your rough spots.” “Those ain’t rough spots,” he retorted. “They’re character traits, an’ I earned ’em fair and square, thank you very much!” Basil squirmed uncomfortably in his reindeer suit. “If you want to see rough, wait until this zipper bursts.” His undersized costume had put a serious crimp on his usual doughnut intake. “Yeah, well, that’s what happens when you call the costume rental store on the night before the parade – there ain’t much left to choose from.” I glared at Quigley, dressed in a Christmas tree outfit. “Sorry, boss,” he said sheepishly. “But we’re here now. The Christmas Kids Parade should be good for our corporate image.” Just then Beanie came running up to our float with some news. “The Parade Marshall says we got two minutes ’til show time. Shall I start ’er up?” “Hey, nice elf costume,” said Tooner. “I especially like the curly slippers.” Beanie mumbled a few choice elfish words and climbed into our tow vehicle. It was a 1996 Buick Skylark with a 3.1 litre V6, borrowed from one of our customers at the last minute because it had a trailer hitch and taillight wiring that actually worked. Once we got started, it became clear that Tooner’s reputation was perfectly safe; nobody paid the slightest attention to him. Instead, my costume had become the crowd favorite, and I beamed as I tossed bagfuls of candy to my adoring

fans. “They love me, Quigley; they’re calling my name!” Basil frowned and cleared his throat. “I don’t believe the phrase ‘Slim’s a Grinch!’ would classify as a term of endearment.” Suddenly everything ground to a halt. The high school band was doing an encore of The Twelve Days of Christmas, and they weren’t leaving anything out. “Hey, Twinkle Toes,” I hollered down from the sleigh. “Turn off the engine, will ya? We’re dying from the fumes back here.” Beanie did as he was told, but once things got moving again, our car wouldn’t budge. It would only run for two seconds, and then quit. “Get movin’, Beanie,” growled Santa. “The natives are getting restless.”

“Get moving yourself!” our pointyeared apprentice hollered back. “I need some help down here!” It must have been quite a scene, to see Santa and Rudolf work frantically over a hot engine while an angry Grinch and a nervous Christmas tree barked out suggestions from the sidelines. But it was no use. The Buick was not in the holiday spirit, and Beanie finally scampered off to find a tow truck. Tooner and Basil directed traffic while Quigley sat alone at the back of the float, flashing his tree lights on and off like a traffic flare. “You’re right, Quig,” I yelled. “This is great for our corporate image!” Finally, Dutchy pulled up behind us, and as I reached in to put the car in neu-

continued on page 29 DECEMBER 2006

Tom Bischoff

David Jaggard

Phil Taekema

CONGRATULATIONS ACDelco would like to congratulate the following Regional Winners who competed in the North American Technician of the Millennium IV contest finals.

Phil Taekema

Tom Bischoff

David Jaggard

Woodriver Valley Automotive Moncton, NB

Williams Automotive Service Kelowna, BC

Eccles Auto Service Inc. Dundas, ON

EAST

WEST

CENTRAL

THESE TECHNICIAN OF THE MILLENNIUM IV CANADIAN FINALISTS SHOWED EXCEPTIONAL SKILL IN THE FINALS! These top technicians competed against 5 other Regional Winners from North America in a comprehensive hands-on test this past November in Las Vegas! ACDelco is proud to have these technicians as members of their Total Service Support program and congratulates them on their outstanding performance in the final competition!

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