Canadian Technician December 2008

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DECEMBER 2008

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

Heavy lifting

Is It Time to Replace Your Hoists?

ALSO: ■ Making a plan to produce ■ The new oil change rules ■ They closed their client list!

www.canadiantechnician.ca

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Snap-on® is a trademark of Snap-on Incorporated. © 2008 Snap-on Incorporated. All rights reserved.

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VOL. 13 NO. 10

Departments Editorial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5 Letters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6 Reader Rides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6 Out & About . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9 EyeSpy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9 Service Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13 Product Central . . . . . . . . . . . . . . . . . . . . . . . . . . . .26 Auto Puzzle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28 Ad Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29

Columnists It’s Your Turn . . . . . . . . . . . . . . . . . . . . . . . . . . .12 By guest columnist Dave Parke

9

20

Management S.O.S. . . . . . . . . . . . . . . . . . . . .14

By Kelly Bennett The Greenwood Report . . . . . . . . . . . . . . . . .16

By Bob Greenwood The Car Side . . . . . . . . . . . . . . . . . . . . . . . . . . .30

By Rick Cogbill

Features

A Question of Ethics . . . . . . . . . . . . . . . .19 Is the customer on the hook for all the work you did in the wrong direction? Our ethics panel weighs in.

22

Second generation success . . . . . . . . . .20 Can you imagine being so busy you close off your client list?

For one family-owned garage in Alberta, that was just the case.

Making the grade . . . . . . . . . . . . . . . . . . .22 Selecting the right engine oil used to be so simple. We explain the new selection process, to keep customers, accountants, and oil pumps happy in 2009.

Up, up, and away . . . . . . . . . . . . . . . . . . . .24 It might be time to replace your hoist. It might have been time to replace your hoist a while ago. Information every tech and owner need to know.

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Editorial VOLUME 13

NUMBER 10

EDITOR Claire Newman claire@canadiantechnician.ca EDITORIAL DIRECTOR Allan Janssen ajanssen@newcom.ca (416) 614-5814 PUBLISHER Martyn Johns mjohns@newcom.ca (416) 614-5826 REGIONAL SALES MANAGER Delon Rashid delon@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, Kelley Bennett, Larry Dickison, Will Enns and Bob Greenwood GROUP PUBLISHER Mark Vreugdenhil mark@canadiantechnician.ca (416) 614-5819 DIRECTOR, QUEBEC OPERATIONS Joe Glionna PRESIDENT Jim Glionna PUBLISHED BY Newcom Business Media 451 Attwell Drive Toronto, Ontario M9W 5C4 Canadian Technician is published monthly except for Januar y 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: $35.70 ($34.00 plus $1.70 GST); one-year subscription in U.S.: US$40; one-year subscription in all other countries: US$65. Copyright 2008. 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 c lass mail: Postage paid a t Toronto. Canadian Publica tions Mail Sales Agreement #40063170. ISSN 1710-7644.

We acknowledge the financial suppor t of the Go vernment of Canada through the Publications Assistance Program toward our mailing costs. PAP Registration No. 10833.

Kenneth R. Wilson Award Winner Member

Canadian Business Press

By Wayne Moore Phone: 905 632-8770 www.canadiantechnician.ca/covers DECEMBER 2008

Don’t drop the ball Billions of dollars worth of work is rolling around on Canadian roads – why not ask for some of it?

By Claire Newman Some work memories are hard to shake.

I once saw an angry customer at the dealership I was working at wave a clogged air filter menacingly at a service advisor.

She was shouting: “I trusted you! What else didn’t you look at?”

It turns out she’d had her vehicles serviced in our bays for at least a dozen years.

One weekend, though, her vehicle had broken down and since our shop was closed, she took it to another place for service.

A technician at the new place did a routine inspection of the vehicle, and came up with a list of services that needed to be performed – including changing the air filter, which was the factory original one, unchanged after five years.

Understandably, the filter was a scary-looking mess.

She took it back to us, and waved it in the air to emphasize her point: she had trusted us to keep her vehicle in top shape, and she felt angry and humiliated when it turned out that we’d dropped the ball.

Yikes!

Could that have been your shop? Are you dropping the ball on maintenance?

Though there has been a lot of talk about breaking out of the “repair only” mentality, too many shops are still ignoring maintenance work. And this is a problem. Not only are they missing out on revenue but they are potentially making themselves look incompetent at the same time.

I can take a few educated guesses as to why some services go unsold.

There’s the fear of having a news crew show up at your door, accusing you of selling work that wasn’t needed. And, yeah, that would be horrible… which is why you should only recommend work you’re sure is needed. There’s plenty of that to go around.

The Automotive Industry Association of Canada’s figure for needed but unper-

formed work on vehicles is just over two billion dollars. There’s no need to gouge anyone. Finding an extra $50 or $100 in necessary maintenance work would be pretty easy a few times a week, and it would make a big difference to your business.

There’s also the fear of offending customers, or frightening them away with huge estimates. That’s a valid fear, but there are ways around it.

Just ask John Watt, of Petro-Canada’s Certigard chain of shops. He encouraged all of his shops to use the Motorist Assistance Program’s forms, procedures, and protocols when communicating with customers (see story page 9). Not only did they learn how to sell plenty of required work, but it had the magical effect of keeping customer satisfaction high. That’s right. Customers actually appreciated the way the services were sold. Pretty impressive.

Best of all, the revenue generated goes toward tools, training, information – things every good shop need to thrive in this changing market.

Let’s be clear, though. This is not about simply padding invoices. That’s not right.

What technicians often refer to as “wallet flushes” are despicable in my opinion.

What we’re talking about here is finding work on the vehicle that is necessary and justified to bring to the customer’s attention. What they want to do with that information is up to them. You’d be surprised how many of them are like the woman I saw at our dealership, waving that filthy filter in the air. They want to be able to rely on their cars. They’re counting on us to give them complete confidence in their vehicles.

Selling maintenance is the only way I know to do that.

You can reach me at 416/614-5824 or claire@canadiantechnician.ca.

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LARRY DICKISON

LETTERS Pros and cons of plastic pans RE: Service Notes, www.canadiantechnician.ca My wife drove a 1984 Buick with a 3.0 litre V6 and over 300,000 km that had a plastic oil pan. Not only did it not crack or break in all that time, but it also never leaked (amazing!). I don’t know why there aren’t more plastic pans in use with the technology available today and all the other plastic components on vehicles. I’ve also seen lots of plastic pans used on heavy-duty applications.

Perhaps the ground clearance on today’s vehicles is the deciding factor in not using plastic… that, and the fact that many drivers can’t keep a front spoiler on their cars, would make you think twice about a plastic pan keeping the life-blood of the engine in place. Just a thought.

Allan Haberman Technical Training Specialist Blue Streak-Hygrade Motor Products Winnipeg, MB

Journeyman upgrades, no easy solution RE: “Mandatory upgrades for journeyman technicians,” October 2008 I wish to respond to Richard Edwards’ letter. I’m not sure why colleges in Alberta haven’t at least responded to his inquiries, but here’s the situation from my perspective.

I agree with Richard, there should be a system in place for journeyman upgrading.

But have you ever attended a

night class with a group of automotive technicians?

Most techs are pretty tired by the end of the day, and it’s hard to keep them awake, even if an energetic instructor is at the front of the classroom.

The solution is sending techs to school during the day.

If you need your techs in the shop during the day, fixing and servicing vehicles… well, the colleges have always experienced these hurdles with upgrading classes, which may explain why courses through local colleges are so hard to find.

Todd Green Calgary, AB

Clarifying Mercedes-Benz systems RE: “Electronic parking brakes,” October 2008 I’d like to clarify some information

regarding Mercedes-Benz vehicles.

Mercedes-Benz has two models currently using an electronic parking brake: the 221 and 216. Both use an electric motor drive, similar to a wiper motor screw gear drive.

The electric motor operates cables going to a standard type of parking brake shoe inside the rear drum section of the rear rotor, not by applying the caliper’s piston.

The SBC-equipped vehicles still use a mechanical parking brake cable shoe arrangement, and the SBC pump and accumulator “test and pre-charge” the hydraulic system only. And, of course, it’s always a good idea to check which brake system is installed on Mercedes-Benz vehicles, as the ones with SBC can cause some serious injuries if not deactivated.

Eric Kuracina Shop Foreman Van Herpt Mercedes-Benz Kingston, ON

RIDES

Reader

Rob Smuck, owner of Smuck’s Garage in Fisherville, Ont., sent in this photo of his 1955 Chevy Belair. “The two-door sedan was restored 23 years ago,” he wrote, “With a small block 400 engine and 350 TH transmission.” Rob and Diana, along with their three sons, have attended many cruise nights over the years – and they’ve recently installed rear seat belts so their new grandson, Owen, can ride along too. Not the typical “family” sedan!

You can see more “Reader Rides” on our web site at www.canadiantechnician.ca. We’re running low on submissions, so please snap a photo of your hot ride before you put it away and send it to claire@canadiantechnician.ca

6 CANADIAN TECHNICIAN

DECEMBER 2008

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Addressing the need for soft-skills training As a former executive director of the Motorist Assurance Program (MAP), building trust between shops and vehicle owners was a prime interest of mine.

In my experience, few shops employ people with the necessary communication and selling skills. Nor do they train their staff in these skills, because they just don’t see the value in it. They understand the need for technical training, and with the kind of training that people like Bob Greenwood provide, they’re beginning to understand the benefits of business management training.

But they don’t see the need to train their staff in how to communicate with customers, ask the right questions, uncover needs, and propose solutions.

Shops need to address the soft-skills issue, particularly during the interface between the customer and shop (at the counter and on the telephone), so that motivated customers aren’t deflated by lack of reciprocal interest, or ability at the shop to turn that motivation into sales.

Mike Bryan Rockwood Learning Solutions Inc. Aurora, ON

Never mind ethical, is it legal?

RE: “A question of ethics,” November 2008 In regards to someone wanting information about a car that they’re thinking about buying from one of your customers, please read the “Personal Information and Electronic Documents Act,” (available online) and be sure what you’re doing.

Bruce W. Cooper Canadian Automotive & Trucking Institute Cambridge, ON

Not the same old industry RE: “My commitment to you,” October 2008 My theory has always been, if anyone (gender aside) can stand with me and perform the required tasks to the same quality (or better), then they deserve the same wage and respect that I feel I do. The car world is not only a man’s world.

DECEMBER 2008

How to reach us

Please find enclosed a photo of our first ladies car care clinic, hosted by Kelly Williams.

Morley J. Nordal Nordal’s Auto-Body-Glass Inc. Arborg, MB

We welcome your feedback on what you see in Canadian Technician – or anything else you feel strongly about. Drop us a line at Canadian Technician, 451 Attwell Drive, Toronto, ON, M9W 5C4. Or send an e-mail to claire@canadiantechnician.ca.

Our fax number is 416/614-2781. We reserve the right to edit your letters for length and clarity.

“Joining AAEC was the best thing I ever did. I’ve learned a tremendous amount and my business improved by leaps and bounds!”

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CANADIAN TECHNICIAN 7

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&About

Supplier News

MAP fees change

Fee changes are expected to put money in the pockets of service providers.

M

AP Canada will no longer charge shops by the bay.

The Motorist Assurance Program (MAP), which aims to standardize the way repair estimates are done and communicated to customers, was changed in November so that member shops are charged only a flat fee, regardless of the number of bays they have.

According to the Automotive Industries Association of Canada, which administers the program, the fee structure was changed to make it fairer to larger shops.

“This is all about fairness,” says Scott Smith, executive director of MAP Canada.

“The old fee structure was just too complicated.”

AIA hopes these changes will attract more shops to become members.

The program has been run in Canada for almost nine years, and administrators are convinced it offers value to members and to the industry as a whole.

“The MAP program is really important to the aftermarket because it standardizes things, so there’s no guesswork involved.

There are standards for everything, and they’re spelled out clearly,” says Scott.

John Watt, in charge of PetroCanada’s

Certigard chain of repair shops and the incoming AIA chair, says MAP Canada has increased revenue, and customer satisfaction at Certigard shops in the past few years under his charge. “Revenue increased by 36 percent,” he explains, “And 56 per cent more customers, rated their satisfaction level with the service provider as truly outstanding or excellent.”

He’s anxious to share the methods for that success with other shops. “Service providers are going to need to generate the revenue required to pay for service information and tools, all the things they need to thrive in the future,” John says.

The important thing in the MAP approach is distinguishing between work that’s required, and work that’s recommended. Inspection guidelines for the program mean that “opinions” are replaced by “standards,” to ensure uniform recommendations across the board.

“Customers are more likely to buy more of the proposed services when they’re offered, and more likely to refer other people to an automotive service provider who is using MAP,” John explains, “And customers feel better about the repair services they’ve purchased.”

The guys at Kokanee Ford in Creston, B.C., sent in this image of a neglected transmission oil cooler from a 2007 F-350. It came in with complaints about transmission overheating under load. The truck also had a partially clogged radiator, and clogged power steering cooler.“This vehicle came from the oil patches up north,” they wrote, “but some care would’ve been nice. It constantly amazes us, what people will do to their vehicles, and then get mad when they fail.”

Have an interesting picture to share? Send it to Eye Spy, c/o C anadian Technician, 451 A ttwell Drive, Toronto, ON, M9W 5C4. Or e-mail y our high-resolution image t o the edit or: claire@canadiantechnician.ca.

DECEMBER 2008

Winners from Auto Logic’s service providers incentive program prepare for a whale-watching trip in Newfoundland.

Auto Logic winners go whale watching Ten couples won a five-day trip to Newfoundland, in Auto Logic’s service provider incentive program. The trip included return airfare from anywhere in Canada, hotel accommodation, meals, spending money, welcoming reception with gifts, a whale watching tour, and a full-day excursion of sightseeing around Newfoundland’s west coast. Winners came from B.C., Manitoba, Quebec, and Ontario.

Mahle Clevite launches new brand strategy In an effort to present a more consistent image worldwide, Mahle Clevite has announced a new brand strategy for its aftermarket products in North America. All of its light vehicle engine part categories – except engine bearings – will immediately transition to the Mahle Original brand. All heavy-duty products will remain as the Clevite brand. Piston rings now sold under the name Perfect Circle will join the Mahle Original line-up in 2009.

Nissan plans electric car, batteries sold separately Nissan plans to launch its first all-electric vehicle in select markets in 2010, followed by a global launch in 2012. According to published reports, the battery lease will be separate from the cost of the vehicle.

Delphi announces new lines and courses Delphi says 19 training courses have been developed or upgraded to meet demand for OE-level training. Many focus on new technology and advanced vehicle systems diagnostics, such as gasoline direct injection, hybrid training, and common rail direct injection systems. In addition, Delphi has introduced several new workflow ystems for service advisors and technicians.

ALI election results The Automotive Lift Institute (ALI) re-elected Jerry Lentz of Challenger Lifts to a third term as chairman of the board of directors, during the association’s annual membership meeting held recently in Las Vegas in conjunction with the AAPEX and SEMA shows. Other board members elected include Rick Wells of Mohawk, Pete Liebetreu of Hunter Engineering, Doug Grunnet of Stertil-ALM, Jeff Kritzer of BendPak, and Gary DiAngelo of Wheeltronic in Mississauga, Ont. Gary Kennon of Rotary Lift continues as past chairman and R.W. O’Gorman (ALI President) remains as ALI secretary and treasurer.

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Supplier News

OUT & ABOUT

Affinia shares technical information

Optimism high at Industry Week Numbers were down, but enthusiasm was up at aftermarket mega-shows in Las Vegas.

D

espite business slowdowns and concerns about the global economy, the tone from industry watchers at the recent Automotive Aftermarket Industry Week (AAIW) in Las Vegas, was surprisingly upbeat.

“It’s very clear to me we’re on the edge of one of the best opportunities we’ve had in years,” said Kathleen Schmatz, president of the Automotive Aftermarket Industry Association. Speaking to a large crowd of industry leaders at the opening the annual ‘town hall meeting’ on Nov. 4, she said economic conditions could easily lead to increased sales for the auto repair and service industry.

“We’re on the verge of an automotive aftermarket boom,” she said.

The sentiment was repeated by several high-profile speakers throughout the week at various trade show-related events.

Steve Handschuh, president of the Automotive Service Association, for example, pointed out that of the 240 million cars on American roads, 56 per cent are over eight years of age.

“With the supply of new cars drying up,” he said, “consumers are more likely to want to keep their vehicles working. Repair and maintenance goes up the priority list when replacement isn’t an option. Furthermore, repair orders are up in recent months, and with cold weather coming, that is only going to improve further. These are good signs for our industry.”

Handschuh pointed out that while the number of visitors to the Automotive Aftermarket Products Expo (AAPEX) was down, the number of approved buyer was up nearly five percent.

“We think that’s pretty good in an obviously challenging economic environment,” he said. “Our industry and our nation have experienced downturns in the past. We’ve been through this before.”

A number of seminar speakers, including Scott Luckett of AAIA, David Portalatin of NPD Group, and Bill Rhodes of AutoZone also expressed optimism about DECEMBER 2008

the coming year.

AAIW is a collection of trade shows and auto-related conferences, including AAPEX, the Specialty Equipment Manufacturers Association show (SEMA), the Congress of Automotive Repair and Service (CARS) and the International Autobody Congress and Exposition (NACE).

In order to help service providers explain the benefits of using premium quality replacement parts, Affinia Global Brake and Chassis has released its findings about “lightweight” rotor companies reducing their plate thickness by expanding the air gap and reducing the weight of their rotors. The findings show how poor quality parts fail to match OE specifications, drastically increase the likelihood of “heat-checking” (tiny cracks on the surface of the rotor), reduce the ability of the rotor to dissipate heat, and may cause the material to weaken and potentially cause the collar to crack. The information can be found at www.affiniagroup.com.

New Mitchell 1 program available in Canada Mitchell 1’s ManagerEnterprise program is now available to the Canadian automotive aftermarket. According to Mitchell 1, the program provides central control of accounting, marketing, sales, and operations. It features point-of-sale (POS) software, and a scheduling system that organizes appointments and promised job completion.

ACDelco expands bearing line

Snap-on’s “No Compromise” tour set up in Las Vegas, during Automotive Aftermarket Industry Week, at Menzies Motorsports, to give techs a glimpse of new tool offerings. It featured interactive tool demos, displays, and Snap-on’s “Glo-mad” ’57 Chevy show car.

The reduced traffic at the shows did not appear to bother many exhibitors, some of whom said the people who attended were clearly interested in doing business, while the “tire kickers” stayed home.

The final attendance tally at SEMA showed that the number of qualified attendees actually increased over last year.

This was the first year that CARS and NACE held their shows together, under the banner Automotive Service & Repair Week.

It was held at the Mandalay Bay Convention Center, where Canadian Technician columnists Bob Greenwood and Kelly Bennett both gave management seminars.

The AIA hosted its annual “Canada Night” reception at Caesar’s Palace. It is billed as an opportunity for Canadian companies to host their U.S. customers.

ACDelco announces the all-makes and all-models Advantage Bearing line. The line consists of 227 hub and wheel bearings, and covers 1,382 applications. According to ACDelco, the line is competitively priced, and warranty on the parts is one year or 20,000 km excluding fleet and commercial usage.

Former F-M exec joins Trico Kevin O’Dowd has joined Trico as global director of marketing, corporate branding and strategy.

O’Dowd, who will be responsible for worldwide branding, product positioning, marketing, advertising and public relations, reports to Brian Norko, vice president of sales and marketing-aftermarket. O’Dowd was most recently group manager for North American aftermarket brands at Federal-Mogul.

Hella celebrates 25 years Hella’s North American aftermarket business is celebrating its 25th anniversary. The company was founded in 1983, when Hella KG opened its first American distribution center in Cranford, N.J. Over the years, Hella has expanded beyond its automotive aftermarket roots and now serves a much wider range of markets, including agriculture, construction, fleet, heavy-duty, marine, mining, off-highway, and recreational vehicles.

Second-year apprentice honored Kevin Recette from L&M Tire in Edmonton, AB, was the recent term winner of the “Highest Overall Achievement Award” for second year automotive apprentices at Northern Alberta Institute of Technology (NAIT). This award recognizes the hard work of the second year automotive apprentices enrolled in the NAIT program.

Kevin received a certificate of achievement, award plaque, and tool set presented from Warehouse Services Inc.

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It’s Your Turn

Make a plan to produce during lean times Getting more hours out of your techs may be as simple as coming up with a generous – but fair – bonus system.

By Dave Parke No matter how techs are paid, flat rate or hourly, incentive plans can help boost the bottom line. Bonuses can enhance productivity for both hourly and flat-rate shops. And as technicians earn more by pushing themselves a little harder, management gains from the increased sales, and better cash flow.

But before you rush around creating bonus plans, stop for a minute and do some planning.

First, you’ll need to know what your techs are currently producing. That means you need to develop a method of tracking their hours earned and productivity. A simple spread sheet can do this, and most shop software programs have one built in.

Next, understand what motivates a particular tech, and set goals accordingly. As an old mechanic who worked for me used to say, “Nothing like a family and a mortgage to straighten a guy

out!” Such a true statement, but it doesn’t apply to everyone.

Here’s the important thing about setting goals: the productivity plan has to be attainable. If it’s not, nothing will change.

Start out with a goal that’s easy enough to reach without great effort. If that first level is unattainable, techs won’t get on board with the plan. Instead they’ll adopt “Why try?” attitudes.

When techs realize that they can indeed hit the bonus, meeting that goal becomes an addictive and competitive practice.

Then, up the goals. An easy incentive plan for the whole shop (using a 40-hour pay period) could look like this: • 0-49 hours produced – no bonus.

• 50-55 hours produced – additional $1 per hour, retroactive back to the first hour.

• 56-65 hours produced – additional $1 per hour (totaling $2 per hour), retroactive to the first hour.

This plan could be modified and used on individual technicians, such as an excellent tech who just never produces. A bonus plan to motivate an individual tech to reach 40 hours each week, might look like this: • 0-30 hours produced – no bonus • 31-40 hours produced – $1 per hour, retroactive to the first hour • 41 or more hours produced – $2 per hour, retroactive to the first hour.

You could even add variables. For example, if the technician achieves the bonus level for two pay periods in a row, you’ll keep paying the bonus rate for the third pay period, even if they don’t reach the goal, before dropping the pay back down to the base rate.

Just be careful of having a bonus structure that favors certain technicians over others, or you may find yourself in a shop that spends more time fighting than working.

On that note, setting up an incentive plan for the whole shop, rather than individuals, encourages techs to help each other out, rather than only watching out for themselves.

But not everyone responds to bonuses. In that case, try a contest to win tool vouchers from the local tool guy, or let the technicians come up with their own incentives. Talk to your accountant and find out what has to be taxed (gifts to employees are sometimes permissible).

Just remember to keep the goals attainable, and keep the incentives relevant. Your bottom line will be better for it.

Dave Parke has been a technician for 30 years, and a shop foreman for 20 years. He also serves on various government and industry committees.

12 CANADIAN TECHNICIAN

DECEMBER 2008

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dlines in the A closer look at some of the latest hea repair and service world.

Canadian Technician web site.

n.ca www.canadiantechnicia adiantechnician.ca E-mail Claire: claire@can

A new ‘weigh’ to inspect brake rotors

new ZR1 If you find yourself working on a the speciat rised surp be may you e, vett Cor s: meashod met n fied brake rotor inspectio along s chip of ber num urement, grooves, weight. and e)… thre of um xim the edge (ma be to Yes, that’s right. The rotors have ent, and weighed before every pad replacem on the d liste s spec ard disc compared to the each for ue uniq is s mas m imu min rotor. The the than rotor. Rotors that weigh in at less . minimum weight must be replaced (accordd” uire “req is n Brake pad inspectio r tires neve whe ) tion rma info ice ing to serv 10 milare s pad e brak New . aced repl are aced when limeters thick, and should be repl .

2mm to n they’re worn dow cles will Any guesses as to when other vehi follow suit with this new trend?

Scholarships available

apply “Nicole met all the requirements to she n whe for an automotive scholarship org, Arb from was five,” Morley Nordal, ghter, Man., wrote of his nine-year-old dau le Nico s. iam Will y Kell with here pictured e’s ther but may have to wait a few years yet, ips larsh scho of certainly a large number

titute for always critical and there’s no subs b a digiGra it – but here’s a great “Plan B.” snap a and era, cam tal camera or cell phone disasre befo g thin the of few quick pictures refer to ng ethi som e’s ther way t sembly. Tha back to.

TSB Watch

ed TSBs. A listing of the most recently add Volkswagen TSB Number 4608-07 ing brake • 2006-2009 Passat electronic park module settings.

GM • TSB Number 07-06-04-019A Minimizing serious complaints iness P2138 Bus er Bett ’s B.C. with , well 2005-2008 Cars and LD trucks, DTC Kevin Roth y tion -bod enta IP-to pres with reduced power (repair Bureau (BBB), recently gave a on tips gs, thin r harness connector). that included, among othe • TSB Number 08-06-01-023 dealing with customer complaints. lems 6.0L, prob r ome cust , well Roth to ng 2004-2007 LD trucks with 4.8L or Accordi to ne ority engi knock or rattle noise from worsen when staff have no auth solutions (replace flywheel). solve the customer’s problem, the and when Hyundai offered are rigid and not flexible, just “do • TSB Number 08-BE-009 staff don’t listen, lack sympathy, or ion light 2007-2008 Elantra cluster illuminat nothing.” and ts plain ). com r flickers (replace BCM How to handle custome Ford generate repeat business? omers • TSB Number: 08-21-6 Rothwell suggests listening to cust ection ressing 2005-2009 Mustang axle whine corr with respect, staying calm when add to re ). desi r pers you dam d ing tune procedure (install angry customers, express suggesting Toyota help, understanding the problem, cus• TSB Number T-SB-0069-08 a specific solution, and assuring the 2kmh .

2007-2009 Camry vibration at 56-7 tomer that their complaint matters ). ping Kee lable e. avai ther n out ratio (updated PCM calib Hey, it’s a tough market so nt orta imp is py hap rs the good custome Cour tesy of AllDa taPro.com they don’t go elsewhere.

s ious metal you jump in. But this Investing inNADApGurideec erstand the market before rates are still relaund st s.com report, col ere int e , since available to students now. Global um Automotive Aftermarket Symposi away (GAAS) and AIA Canada both give they’re and – year y scholarship money ever ing, arch rese th wor It’s s. not the only one the for lying app th wor ly nite defi and it’s money.

Great Idea

e’s a Working on something new, and ther it goes how er chance you may not rememb tion is rma info ice serv back together? True,

According to a recent per cent from February lector cars rose in value by 36t’s twice as much as the 2004 to February 2008. Tha rds used to judge how S&P index, one of the standa . well an investment performs y , and y ou need t o Any investment can be risk

may be the tim ke buying a vin tage car tively low, which ma y mating it t o Canada quite or from the U.S. and imp appealing.

15 y ears old Don’t forget that cars o ver of Impor ted ar istr Reg the to t aren’t subjec process which Vehicles (RIV) program, theted into Canada por im s icle veh regulated tow it on ma y (even though the tr ailer youto have your VIN indeed be!). Contacting RIV e (www.riv.ca or numbers verified ahead of tim idea.

1-888-848-8240) is a good about the pr ocess, call For more information nsport Canada’s website 1-800-333-0371 or visit Tra you head south. ore bef at www.tc.gc.ca, well

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MANAGEMENT

S.O.S.

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.

STAR

Search

Looking for a new employee is a strategic endeavor these days.

vwas ner see he d l u o c the talk. I rivate shop in for a p ying a u d b e k s s ’ He’s y a e l H l n or him. aving.

Dear Ke y. Bria cited f he’s le x hell da e s t b a t m h e o t y y b as inted, ye part told me Today w disappo a goodb hly, he d g s n n i a i p v e d a e e h h k ry s We’re as shoc ous. Ve m well. up. I w wish hi e grew h I e . r s t my e l nd. h l i to star town w ld atte many sk you cou leaving ith so f t w i u o y t b u a a I g e r ow how old you a great ’d be g ow I kn hen I t n nth. It w o d m r n e A t b x m . e n I reme ng you for him g telli because dreadin funny, , a s d k n e i e k w It’s t for ! layed i ut that p. I de rry abo deas? own sho eel. So – any i f t u n o e y m e e c d a a l m p e y r probabl ding a out fin I go ab w o n , So —Erol

Dear Erol: What can I say? I feel your pain.

Hearing that kind of news is bittersweet for sure. You’re losing a great employee.

You’ve put so much into training and grooming him. Replacing Brian is going to be tough.

At our last group meeting, we had a discussion about losing employees after one member commented that another shop had stolen one of his technicians.

14 CANADIAN TECHNICIAN

So where do you start your search?

Well, the Help Wanted section’s not the best place to start. Face it, the best technicians, advisors, and managers usually aren’t unemployed. Sure, sometimes they’re between jobs after moving, quitting for valid reasons, or getting laid off – but these ones don’t stay unemployed for long.

Recognizing these stand-outs can sometimes be tough.

I’ve noticed that when we’re actively searching for employees, most of the good

candidates are still working elsewhere.

Over the years, I’ve had people leave my shop to go to another, and some left other shops to come to mine, so I no longer see it as “stealing” someone. Hey, we’re human beings with free will. People leave for valid reasons. Sure, sometimes it’s money, but sometimes it’s for other things too.

As for how to find another manager, the first place to look is within your own business. There’s great management training available specifically for our industry, to

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going to make it big, but their skills develop over time and get refined by practicing and working hard. I make sure that any new hires have the skills they need to do the job well.

Larry Dickison

Knowledge

teach potential managers about industryspecific skills like day-to-day management, financial management, marketing, purchasing, and production.

When I’m hiring, internally or not, I focus on a principle I developed to steer me in the right direction. For years I was distracted with the whole emotional aspect of hiring people, with the goal of finding the “person best matched for the position.”

There’s so much emotion that surfaces when you’re interviewing people, and I’ve hired my fair share of people I felt “needed” the job, that I could “rescue.”

As a result, I’ve had too many employees with emotional baggage. After many painful years, I realized I couldn’t allow emotions to eclipse good judgment.

Here’s the basic principle that forms the backbone of my hiring process, the M.A.S.K. principle.

Motivation When I’m interviewing, I’m reading the candidate’s level of motivation. I don’t interview people back to back. I like to have about an hour between interviews.

My office has a window that faces the parking lot. I want to see the candidate pull up. Do they take the closest spot where customers park, or do they park further away? Do they lock their car doors? How fast do they walk? I’ve had my share of techs who, if they walked any slower,

DECEMBER 2008

would be going backwards. I also have someone walk around their vehicle while I’m interviewing, to see if the vehicle’s kept tidy. At the end of the interview, I let them get all the way back to their car, and then I call out their name. If they yell back, it’s less impressive than if they walk right back to the door. Of course, I do ask them a question so they know I called for a reason.

I’m looking for signs of motivation and these simple “parking lot” tests tend to show which potential employees will try harder and work well with my staff.

Ability I have to admit, I was led astray a few times by candidates who seemed very competent at the interview, promising they could fix anything. And then I hired them, and found out they couldn’t fix a sandwich! I’ve had candidates for a service advisor position who said they could sell anything and then learned they didn’t have the skill to even sell metal-to-metal brakes! Now I ask for – and check – references. Heck, I’ve even done Internet searches on some candidates, looking for signs of potential trouble. Bottom line: some folks know what to do, but lack the actual ability to actually do it.

Skills Skills are different from abilities. Skills are acquired and learned. Abilities are natural talents. Take successful musicians. They must have some natural talent if they’re

I’ve also had my share of applicants with plenty of motivation and ability, but who didn’t have enough knowledge to fix today’s vehicles or understand today’s customers. Customer’s today are more educated and sophisticated. Years ago, a service advisor or manager really didn’t need to know how to deal with different personality types, or be astute at reading people. Nor did we have fancy waiting rooms or gourmet coffee (they used to wonder if the coffee came out of a transmission!). We certainly didn’t want them using our restrooms… we actually kind of discouraged that.

So much has changed. Today’s customers are more discerning, and somewhat demanding. Just as technicians need to understand today’s complex and diverse vehicles, service advisors must understand today’s complex and diverse customers.

Well Erol, I can honestly say I feel your pain. I remember how it felt when you gave me your notice, and how the feeling of being excited for you exceeded the loss I knew I’d experience.

Lastly, I would like to repeat a saying in our groups: Hire slowly, fire quickly. I’ve done that the wrong way too many times.

When I was disciplined enough to do that, it paid off every time.

Hang in there, pal. You’ll find a suitable candidate for the management position.

Tell you what, why don’t we meet over dinner next week. We’ll talk about old times and see what else I can do to help you through all of this.

As always, I am only an e-mail away.

—Kelly Kelly Bennett is a certified management trainer with 19 years experience coaching automotive repair shop owners.

You can reach him at kellythecoach@aol.com

CANADIAN TECHNICIAN 15

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If you’re feeing financially strained, do the math and profit from vehicle fluid maintenance.

By Bob Greenwood

Managing vehicle fluid service professionally for incredible

PROFIT OPPORTUNITIES MANY

shops are still focusing only on the breakdown and repair side of the business… and they’re finding that business is getting tougher and tougher.

As we know, vehicles are built better these days, so depending on a regular supply of break-downs to keep your shop busy is just ignoring reality. Face it: the break-down business has evaporated over

the last 10 years.

If you’re looking for a way to offset this decline, start by taking a hard look at your fluid management numbers, and see if you’ve been neglecting something.

Once again, many shops haven’t been servicing their clients properly in this area, and they’ve missed out on the revenue these services would generate.

Consider the following samples.

The math is eye-opening. Use your own numbers in the charts, and see how many services you should be doing each year, based on your client count. Then, ask yourself if you’ve serviced your clientele properly, or if you’ve dropped the ball on some of services you should have been doing, based on your own business and clients… and consequently missed out on huge profits.

System flush Service Glycol 5L Coolant flush solution Labor (.6hr x $28)

Shop cost $9.99 $16.35 $16.80 $43.14

Service Glycol Coolant flush solution Coolant system flush

Shop retail $19.99 $29.99 $49.99 $99.97

Purchase price (approximately) $2700 Lease cost $96/mth x 12 months = $1,152 or 1,75 flushes/month Recommend coolant flush every 40,000 km.

Based on 600 clients averaging 25,000 km/yr (600 x 25,000km)/40,000km = 375 flushes x $56.83 = $21,311 Yearly cost to lease… $1,152 Addition to bottom line… $20,159 16 CANADIAN TECHNICIAN

Gross profit

$56.83 or 57 per cent

CONCLUSION An example of the shop’s cost (including product costs and flat-rate labor at $28 per hour), along with an estimated equipment cost or monthly lease cost.

Based on 600 clients, each averaging 25,000 km driven per year, this shows that 375 flushes should have been performed, producing an additional $20,159 net (before tax).

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Carbon clean Service MV3 Service kit 8oz MV4 Service kit 2.6oz Labor (1hr x $28)

Shop cost $8.18 $2.72 $28.00 $38.90

Service MV3 Service Kit 8oz MV4 Service kit 2.6oz Carbon clean service

Shop retail $14.99 $6.00 $79.00 $99.99

Gross profit

$61.09 or 60 per cent

Purchase price (approximately) $4800 Lease cost $168/mth x 12 months = $2, 016 or 2.75 flushes/month Recommend carbon clean every 40,000 km.

Based on 600 clients averaging 25,000 km/year (600 x 25,000km)/40,000km = 375 cleans x $61.09 = $22,908 Yearly cost to lease… $2,016 Addition to bottom line... $20,892

CONCLUSION If this service was managed properly on the client’s behalf, in the example of 600 clients, 375 cleans would have been performed last year, generating an additional $20,892 (net before tax).

Oil flush Service Oil flush kit Oil and filter Labor (.8 x $28)

Shop cost $20.43 $10.70 $22.40 $53.53

Service Oil flush kit Oil and filter

Shop retail $69.95 $59.90

Gross profit

$129.85

$76.32 or 59 per cent

Purchase price (approximately) $3,500 Lease cost $120/mth x 12 months = $1,440 or 1.6 flushes/month Recommend oil change and flush every 50,000km.

Based on 600 clients averaging 25,000km/year (600 x 25,000km)/50,000km = 300 flushes x $77.32 = $22,896 Yearly cost to lease… $1,440 Addition to bottom line… $21,456

CONCLUSION There should have been 300 flushes last year, based on the numbers in this example, generating an additional $21,456 (net, before tax).

Transmission flush Service Filter and gasket Trans. Fluid 16L Labor (1.7 x $28)

Shop cost $19.12 $26.72 $47.60 $93.44

Service Filter and gasket Transmission fluid Transmission service

Shop retail $38.24 $53.44 $99.99 $191.67

Purchase price (approximately) $4,900 Lease cost $168/mth x 12 months = $2,016 or 1.7 flushes/month Recommend fluid change and flush every 80,000km.

Based on 600 clients averaging 25,000km/year (600 x 25,000km)/80,000km = 187 flushes x $98.23 = $18,369 Yearly cost to lease… $2,016 Addition to bottom line… $16,353

Using these hypothetical numbers, when these fluid categories are professionally managed on the client ’s behalf, this hypothetic al business generated about $79,000 per y ear from these pr ocedures.

In troubling economic times, numbers lik e these ar e music t o our collective ears. Vehicles must be ser viced professionally for your clients to enjoy safe, economical, and reliable driving. This is our responsibility, so let’s do our jobs properly by informing and educating the clients.

You’ll see win-win relationships develop.

DECEMBER 2008

Gross profit

$98.23 or 51 per cent

CONCLUSION This service is often neglected, since the average shop doesn’t have the business processes in place to handle it. But when managed properly, based on the sample numbers (dealing with 600 clients), this service would have generated an additional $16,353 (net, before tax).

Bob Greenwood is president of E. K. Williams & Co. (Ontario) Ltd., a management consulting company (www.ekw.ca), and the Automotive Aftermarket E-Learning Centre (www.aaec.ca).

He’s also on the board of directors of the Canadian Independent Automotive Association (www.ciaassociation.org). You can reach him by phone at 800/267-5497; by fax at 905/331-6180; or by e-mail at

greenwood@aaec.ca.

CANADIAN TECHNICIAN 17

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A Question of

This happens elsewhere too

The best-guess situation None of your tests on an elusive problem are conclusive. You tell your boss your best guess at what the problem is and he sells the fix t o the customer. Only when you start the work, do you discover the problem is actually something else. Is the customer on the hook for all the work you did in the wrong direction?

How was it sold?

Sure they are… within reason, of course.

Technicians don’t go down the right path 100 per cent of the time. Sometimes they need to follow a few wrong paths to figure out the right one. But if the shop sells a solution that doesn’t fix the problem… well, that’s a totally different scenario.

Derek Booy Steve’s Automotive Woodstock, ON

Customers decide Yes. It’s an elusive problem, and the client would’ve been the one deciding to go ahead with the best-guess situation.

Customers will always be in control of their money in the service bays.

Bill Flynn Integra Tire & Auto Centre Edmonton, AB

Be reasonable In the ideal world, these problems shouldn’t come up. However, if they do, then the resources used should be considered part of the diagnostic process. A good analogy to use with customers is explaining the medical practice of sending a patient to three or four specialists before the problem is identified. But DECEMBER 2008

each case should be appraised separately. Usually, customers should pay for the parts and labor if the time spent is reasonable, and the work involved contributed to solving the problem.

Paul Hyatt Superior Tire & Auto

Communication is key We’d stop working on the vehicle, and contact the customer with an explanation and a revised quote. We don’t have a crystal ball or X-ray vision. Customers understand that, and as long as the original complaint is addressed and repaired, they’ll be satisfied 90 per cent of the time. Every situation is unique and needs to be handled differently, but good communication with customers is always critical. As far as work in the wrong direction, some of that can be used towards diagnostic time, and unfortunately you’ll have to eat some of your own time to keep the customer satisfied. After all, a happy customer will continue being faithful to your shop for years to come, generating more money in the future.

Simon Manintveld Simon’s Caddy Shack Oakwood, ON

This happens a lot more often than we’d like to admit, and not just in our industry.

Say you take your cat to the vet three or four times, only to find out the vet was wrong in diagnosing a kidney problem.

Does he cough up the money you spent on the prior visits? In the scenario you described, a lot depends on the tech. If it was a seasoned, well-experienced tech, and I know he’d given his all, but this one got the best of him, then yes. But if it was a young, green tech, and he made a mistake from lack of experience, then no, I’d be very fair to the customer and cut him a deal to make the whole situation a winwin, because I want the customer to come back.

Tim Chasse Main Street Auto Service Stouffville, ON

Estimate and inform Usually when situations such as these come up – when the tech says that something could actually be the issue or could just be a part of the issue – as a service advisor, that’s exactly what I’d tell the customer. I’d estimate the work out, with a bumper just in case any additional repairs or parts were required. If it happens to exceed the initial estimate, I’d contact the customer prior to completing any further work. I don’t necessarily think there’s a wrong diagnostic direction, because if the tech hadn’t have been following that initial path, they wouldn’t have found the actual problem. I’m a firm believer in charging for diagnostic time. If there were parts involved that’d been replaced, that were necessary, I’d charge for them. But more than likely there’d be reduced labor times if the tech found an additional problem while completing the first repair. The best thing to do is estimate the work before completing it, inform the customer if anything goes wrong, and explain the situation as best as possible. Ultimately, it’s the customer’s decision, whether or not they want the work completed. All you can do is help them make an educated purchase.

Brittney Thorburn Tipaskan Service Edmonton, AB CANADIAN TECHNICIAN 19

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Second-generation

Success N

ancy Suranyi knows the statistics on the failure of family businesses.

“They’re not great odds,” she admits.

And she should know. She and her brothers, Mike and Roger, took over their mother and father’s service and repair shop in the tiny hamlet of Namao, Alberta, just north of Edmonton.

Five years later, Namao Automotive has not just survived, it has thrived with a major facelift, a name change, a completely new business model, and a growing list of extremely loyal customers.

“We’re just proud of the fact that we’ve done it. We’ve made it to the second generation,” says Nancy.

And if present trends are any indication, Namao Automotive will be among the 10 per cent of family businesses that survives into a third generation.

Here’s how it works.

Nancy Suranyi is the office manager, dealing with suppliers and management systems. Roger Suranyi is the service manager and diagnostics guru, coordinat20 CANADIAN TECHNICIAN

Namao Automotive actually stopped taking new customers for a while when business boomed. Here’s how they found themselves in that enviable position.

By Allan Janssen ing the efforts of their four licensed technicians and two apprentices. And Mike Suranyi handles the company’s growing heavy duty and rust-control business – an important ancillary business given their proximity to Alberta’s oilfields.

“That’s what makes it work. We come from three very different backgrounds, and we’ve learned to trust each other’s judgment,” she explains.

And so it is that Hungarian immigrant Ted Suranyi’s business, established in 1972 as T&D Service and Storage, has evolved and grown.

Nancy attributes much of the success of Namao Automotive to the support and

help they’ve received since joining various groups such as NAPA Proshop (back when it was the TACT group) and the Canadian Independent Automotive Association (CIAA), a collection of independent shops that believe in working together as partners, rather than competing as fierce rivals.

“What turned our business around was being able to meet with other shop owners through NAPA Proshop and discuss our issues, put our numbers up, share them and have that support system,” she explains. “Once everyone starts talking, you get lots of great input.”

“We used to take in everything,” she DECEMBER 2008

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Mike, Nancy, and Roger Suranyi took over their parents’s repair shop in the quiet hamlet of Namao, Alta. (population: 20), and have turned it into a busy maintenance shop with a reputation for excellent customer service.

says, “Now we’re much more selective. It comes down to what kind of customers and vehicles do you want to have in here.”

She says Namao used to be a ‘breakdown’ shop but has since reconsidered that strategy.

“Now it’s more if the person is not willing to pay the diagnostic charge necessary to ensure their vehicle is repaired properly, you have to wonder if they’re the right customer for us.”

The new business models involves inspection sheets that cover almost every service.

“We go over the results with the customer,” says Nancy. “We explain what we recommend, and why we recommend it.

The important part is that they’re informed first, and then allowed to decide. It’s crucial that the customer is the one left in control of their money and not the shop.”

The new approach puts the vehicle at the center of the relationship.

“The vehicle is the patient, and all we can do is explain what the patient needs.

And we don’t offer lower-quality part options. No white box,” she says. “The bottom line is to take care of every vehicle properly.”

That strategy was put to the test in the summer of 2007, when oilfield production and the boom in economic activity in the area strained the shop to the breaking point.

“The boom really caught us off guard,” says Mike. “We weren’t prepared for the influx of drop-ins. Our yard was full of cars. We were taking them in and just parking them, intending to get to them as soon as possible. Pretty soon we realized we were two weeks behind in our work, and our regular customers were inconvenienced.”

“We actually shut down our customer base for a while,” says Nancy. “We were so busy that we just couldn’t take on anything but our regular customers and their referrals. We would just politely let everyone else know, I’m sorry, we’re not able to take on any new customers. If you’d like DECEMBER 2008

Licensed tech Ward Dyson does a tuneup (and much more) on a GMC 1500.

to try back in three months we’d be happy to help you.”

It was an unusual step – unheard of for many businesses – that paid off.

“Our regular customers really appreciated that. We have some customers that have been with us since 1972 and when we were so busy, we just couldn’t service them properly,” she says. “We made a choice not to be simply ‘activity based.’

We’re in the relationship business, and we didn’t ever want to tell our good customers that we couldn’t see them for a week or two.”

Roger, Mike, and Nancy have learned to invest, not only in their customers, but in the business as a whole.

Licensed technician Jesse Kierser scans a vehicle.

“We’ve seen it when it hasn’t been healthy,” she says, “And that was very stressful. Now that we’re in a good position, we don’t want to lose that advantage.”

Part of that involves making provisions so that if the economy changes, they’ll still be successful. They’ve made the shop as comfortable as possible, with a spacious waiting area with a television and a work area with wireless Internet (“as high-speed as we can get out here”).

Quality of life is a big consideration when making business decisions. Keeping the staff happy is a priority. Taking time off when it’s needed is important. The shop is open Monday to Friday, 7 a.m. to 5 p.m. The techs come in at 8 and are done by 4:30.

“In this economy you can work all night and all day if you want. There are shops that run double shifts, late into the night. That’s not for us,” says Roger.

That emphasis has been good for management too.

“I love where the industry is going, less competitive, more co-operative, working smarter. I absolutely love getting involved,” says Nancy. “We’re not each other’s competition. I’d really like to see our industry get over this. If we all got together in a room and talked, we’d be able to work out all the problems and issues in our industry.”

CANADIAN TECHNICIAN 21

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Five things you need to know about oil changes in 2009.

R

emember when there were so few vehicle specifications that service manuals were seldom required?

Those days are long gone, and the need for incredibly specific information has spread from mechanical components into fluid selections. Not knowing about the changes may be expensive if there’s a fluid-related failure.

Here are five important motor oil facts you’ll need to be aware of in the year ahead.

1. Extended oil change intervals are here to stay – and that’s OK. It sounds crazy, and counter-intuitive, but oil change (or “drain”) intervals are getting longer. Hard to believe, since engine technology like variable valve timing (VVT) and variable displacement need engine oil that’s free from any contamination to operate properly and prevent serious engine damage. But it’s true; and oil change intervals now last, in some cases, up to 25,000 km. “Long drain intervals, they’re one of the key factors of our oils,” said Claude Vankassel of Total Lubricants.

“With the right oil,” he continues, “you protect your engine and you can see 300,000 km or more.”

Bottom line: despite the critical importance of clean motor oil, extended oil change intervals are here to stay.

2. Changing a vehicle’s engine oil every 5,000 km, won’t always prevent engine failure.

No matter how frequently the oil gets changed, and no matter how great the oil filter, if the motor oil doesn’t meet the specified minimum requirements for an engine, that engine won’t last very long.

The new reality is that an oil can meet SAE, API, and ILSAC requirements, yet still not be acceptable for use in a particular engine – and frequent changes won’t save an engine from the wrong oil.

Changes in fluid requirements aren’t nearly as flashy or glamorous as, say, coilon-plug ignition or electronic fuel injec22 CANADIAN TECHNICIAN

Making the

Grade

tion, so it’s easy to overlook them – but they’re still every bit as important to vehicle operation.

Even if you’ve been using the same oil for years without problems, that doesn’t mean you’ll be able to use it successfully in the year ahead. A bit of research now may save you thousands of dollars in the very near future.

3. ACEA ratings: the least you need to know.

If you’re servicing European vehicles, understand what you’re pouring – Association des Constructeurs Europeens d’Automobiles (ACEA)’s classification systems are a bit different from the North American ones, and many vehicles are calling for them.

If a manufacturer specifies oil meeting these ratings, they’re not just “suggesting” it – they’re quite serious. Engine failure can easily result if the specs are ignored.

Here’s the system in a nutshell.

ACEA ratings classify motor oil categories into A1 through A5 for gasoline engine oil, and B1 through B5 for light diesel engine oil. You may also encounter engines requiring ACEA rated C oils (catalyst-compatible oils) and E oils (heavyduty diesel engine oil) in your lubrication adventures, but you’ll be dealing with the A and B categories most often.

In 2004, ACEA replaced the A and B categories with combined ratings such as

A1/B1 and A5/B5. (C and E categories aren’t combined.)

In the simplest terms: • A1/B1 is intended for engines needing low-friction, low-viscosity oil.

• A3/B3 is intended for use in high-performance engines, for extended drain intervals or for “severe” operating conditions.

• A3/B4 is intended for high-performance gasoline and direct injection diesel engines.

• A5/B5 is intended for extended drain intervals in high-performance engines using low-friction, low-viscosity oils.

If an engine needs oil that meets ACEA specifications, check labels and service information to see which oil is specified and always use the right oil for the job.

4. OEM oil requirements are critically important.

Too many people found out about Chrysler’s MS-6395 oil specifications the hard way. Motor oils that seemed perfectly acceptable by all other rating systems, even ones that had been used for years without problems, didn’t meet this OEM specification, and the results were premature engine failures and horrified owners.

Chrysler’s not the only one with its own, unique oil requirements. The practice is becoming more common, and it’s often not specified just to help vehicles meet emission and fuel economy guideDECEMBER 2008

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• Chevron: www.chevron.ca lines, or to extend the drain intervals.

• Amsoil: www.amsoil.com Usually it’s critical for the engine’s opera• Total Lubricants: www.total-lubrition, and ignoring them can be an expencants.ca sive lesson.

• Lucas Oil: www.lucasoil.com Manufacturers using OEM oil specifi• Castrol: www.castrol.com cations include (but aren’t limited to): • Valvoline: www.valvoline.com • BMW (LL-98, LL-01, and LL-04) This doesn’t necessarily mean that • Ford (WSS-M2C153-H, M2C931-B, M2C930-A, and M2C929-A) you’ll need a bigger building to house all • GM (4718M, LL-A-025, LL-B-025, and the different types of oil for all the differ6094M) ent vehicles.

• Honda (HTO-06) “OEM’s recommend oil according to • Mercedes-Benz (229.1, 229.3, 229.31, viscosity grade and specification,” 229.5, and 229.51) explains Newman. “In many cases, an • VW (502, 503, 503.01, 504, 505, 505.01, engine oil may claim multiple OEM specs 506, 506.01, and 507). with one product, such as Chrysler MSTrue, many of those specifications are 6395, GM 4718, and others. In this situation, small garages can minimize their for vehicles you’re not likely to see very inventory needs by carrying a few oils, often, and many vehicle dealers still use which may help reduce some cost.” bulk oil – but at least be aware that OEM requirements do exist. “You can buy cheap oil from (a chain store),” explains Claude, “it barely meets API requirements. But when you enter the world of OEM specifications, none of these cheap oils meet the criteria.”

Ed Newman, from Amsoil, agrees.

“In addition,” he says, “OEM oil specifications can be critical for engine requirements such as SAPS Extended oil change intervals have served this 1987 (sulfated ash, phosphorus, and sul- Chevy truck well. “It’s approaching 300,000 km withfur), and using the proper oil is out a hiccup!” says owner Bernie De Schutter, of important to the operation and per- Bullock’s Auto Body in Lethbridge, AB. “I change the formance of such vehicles.” oil every 10,000 to 15,000 kilometers.”

Even oils with API and ILSAC approval aren’t good enough for engines with an OEM oil specification.

5. Oil can still come out of the And the only way to know which vehicles crankcase at a crazy-hot have OEM oil specifications is to check, temperature. every time. Many oil companies have Not only can it make a big mess, it can quick-reference guides to make this step burn your arm too. Yes, these oil properas easy as possible. ties haven’t changed – yet anyway.

“Engine oil specification requirements Staying on top of the changes in lubrican be identified in the owner’s manual of cation technology isn’t difficult, it just the vehicle,” says Newman. “If an owner’s takes some research. Great training manual isn’t available, this information courses are available, even for techs may be displayed on the oil fill cap.” who’ve been changing oil for years withXavier Henry, of Shell Canada, agrees out any problems. that finding the information is really The best way to avoid problems, as important. “It can be found on the lubriwith other evolving vehicle technologies, cant container’s label, on the specification is to always look up the specifications sheet, through technical services,” he required. says. “There isn’t just one way.” And, of Changing vehicle technology is nothing course, many oil companies have on-line new, and it’s certainly nothing you can’t reference tools available. handle. With a bit of preparation, you’ll be Good reference sources include: well equipped to perform lubrication • Shell: www.shell.com maintenance in the year ahead.

DECEMBER 2008

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All rights reserved. 0805-090D

CANADIAN TECHNICIAN 23

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Up, up, and

away

Would you know if it were time to replace a hoist?

By Claire Newman

I

’ve looked everywhere, but I can’t find the picture of the brand new SUV that fell off a rusty hoist during its first oil change at a large dealership in Toronto.

The managers likely aren’t aware the photo exists, since this was in the days before cell phone cameras and high-speed Internet. The image was taken with the body shop’s estimating camera, and copies were passed between technicians as kind of an object lesson.

One side of the in-ground hoist broke off suddenly, and the new truck tumbled to the ground below with an unmistakable crashing sound.

The lube-kid who was working on the SUV was traumatized, but not hurt. And the technician who normally would have been working beside the lube bay was thankfully, as the assistant service manager said, “late, as usual,” so he too was unharmed.

The SUV’s owner watched the whole thing transpire, walked over to the service manager, after it was clear that everyone was physically OK, and said “Tell you 24 CANADIAN TECHNICIAN

what, I’ll be back in two weeks. If I look at the truck and can’t tell that there was ever any damage, we’re good and there’s no problem.”

That’s just about as lucky as a hoist accident gets.

Usually, it’s much worse. And usually, as was the case in the incident with the SUV, they’re completely avoidable.

Hoists are a tech and shop owner’s best friend. They make service work faster, easier, and safer along with increasing productivity and revenue.

According to the U.S.-based National Automobile Dealers Association (NADA) the average light-duty service bay generates $210,000 annually, based on $800 per day and a five-day working week.

If a hoist stops working, or gets taken out of service, that (conservative) number drops dramatically. If a customer’s vehicle is trapped in the air, add in the costs for a rental vehicle. And if the technician has no other hoist to use, count in the costs for headache medicine and ear plugs.

No doubt hoists are among the most

It’s a long way down if anything goes wrong.

used pieces of shop equipment and their safe operation is critically important. But sometimes techs get used to a hoist’s “quirks,” and don’t notice the safety hazards until it’s too late, as was the case with the lube-kid and the doomed SUV. Too late can be scary.

So how do you know if a hoist should be replaced?

The safest and most effective way is to have it inspected by a professional. The potential liability from a hoist accident is huge, and calling in a pro not only covers your behind effectively, it’s usually the law.

In some parts of the country, provincial inspectors are notorious for going around and asking to see proof of both hoist certification and each technician’s certification to use a particular hoist. “I know that it seems to happen to the people in B.C. more than anywhere else,” says Steve Perlstein of U.S.-based Mohawk Lifts.

“Down here, the only thing our inspection DECEMBER 2008

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agency gives shop owners grief over, is ‘Did you inspect your lift? Let me see the documentation,’ and ‘Let me see the paperwork that says you trained your techs on the lifts this year.’”

Indications that it’s time – or even well past the time – to get a new hoist, are listed on Rotary Lift’s website (www.rotarylift.com). They include: 1. The hoist isn’t certified. In some parts of Canada, certified lifts are mandated.

In particular, Worksafe B.C. and the Ontario Ministry of Labour have adopted region-wide regulation supporting requirements for certified lifts.

2. The hoist fails inspection. Hoists should be inspected at least once a year by a qualified lift inspector.

3. An outdated in-ground hoist starts leaking. Leaky in-ground hoists may pump hydraulic fluid into the surrounding soil if they aren’t repaired promptly – bad for the ducks and wildlife, and also very expensive to clean up.

4. You’ve changed the type of work you do. If your shop still has old 7,000 lb. capacity hoists but you’re servicing trucks and vans, you may need to upgrade to newer, highercapacity lifts.

Keep your eyes open for other indications that a hoist needs immediate service.

11:11 AM

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the cables often hides problems, and by the time they’re really noticeable it’s time for serious action.

“If you have five little wires poking out within a one-foot span of cable,” says Steve, “There are probably going to be 1520 broken wires that you can’t see. Not good.”

Fluid contamination or leaks You likely know how serious hydraulic leaks and contaminated fluid are on a car, and it’s no different on a hoist. There’s a car over your head, make sure your hoist isn’t going to let you down.

ÀÊ ` Ì }ÊE } iÊ }°°°

,i`iwÊ i`t

Noises Loud bangs, very slow clicking, or new noises you’ve never heard before all indicate that it’s time to bring in a pro to take a closer look.

Broken or missing safety devices Safety takes time, and unfortunately many flat-rate techs modify their hoist in order

Arm sag “It’s time to replace a hoist when its just… tired,” Steve explains. “What do I mean by tired? The swing arms that This brand new, fresh out of the crate, bargain hoist grab the vehicle are really already has a serious arm sag problem which could drooping and sagging. The lead to accidents. (from www.mohawklifts.com) spot you position the arm in, that was dead flat on the ground with no to shave down their repair times. weight on it? The lifting pad moves away Consider getting one of the flat-rate from that point on the vehicle. That’s the friendly hoists that go up and down quickcause of too many accidents involving ly, have controls on both sides, and are hoists.” engineered with busy folks in mind.

And it’s important to note that arm sag Hoists are among the most used doesn’t happen in older lifts only. Some pieces of shop equipment, and just like hoists from discount suppliers have serithe vehicles they lift, they need regular ous arm sag right out of the crate. New maintenance to work properly. Not hoist or old hoist, arm sag is bad news. everyone is as lucky as the lube-kid who found out the hard way that a hoist can do serious damage. It’s worth checking Frayed cables out the ones you use, to make sure they Many lifts use braided steel cables to raise won’t let you down. and lower the swing arms. The nature of DECEMBER 2008

i ÀÊ> `Ê i >Ê >ÛiÊ`iwÊ i`ÊÌ iÊ Ã ÕÌ Êv ÀÊ/ iÀ > Ê > >}i i Ì°Ê / iÊ `iwÊ Ì ¶Ê } iÊ V }Ê > `Ê > ÀÊ V ` Ì }Ê «À `ÕVÌÃÊ V L i`Ê Ì À Õ} Ê iÊ Ã ÕÀVi]Ê i ÀÊ i >Ê-iÀÛ Vi°Ê Ì ÊV «> iÃÊ Ài«ÀiÃi ÌʵÕ> ÌÞÊ ÊÌ iÊ>ÕÌ Ì ÛiÊ `ÕÃÌÀÞ]Ê Ã Ê Ì½ÃÊ ÞÊ >ÌÕÀ> Ê Ì Ê }iÌÊ Ì }iÌ iÀ°Ê 7 Ì Ê ÛiÀÊ £äääÊ «À `ÕVÌÃÊ >Û> >L iÊ v ÀÊ ÕÀ «i> Ê > `Ê Ã > Ê V>ÀÃÊ > `Ê ÌÀÕV Ã]Ê i ÀÊ i >Ê-iÀÛ ViÊ ÃÊÌ iÊ`iwÊ Ì Ê vÊÃÕVViÃÃt

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CANADIAN TECHNICIAN 25

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Inspection camera The SeeSnake inspection camera is a manually controlled, hand-held, flexible, adjustable high-resolution camera head attached to a three-foot reinforced vinyl cable. The camera sends what it sees to a 2.4-inch color LCD screen that sits on top of the tool’s pistol-grip handle.

The camera is equipped with two adjustable, high intensity LEDs. Each tool comes with a hook tip to pick up small objects, a magnetic tip for picking up metal objects in confined spaces, and a tiny mirror. www.ridgid.com

THE NUMBER ONE SELLING USED-OIL FURNACE OF ALL TIME Escalating energy costs make your used-oil more valuable than ever before. On-site recycling can drastically reduce your energy costs while immediately increasing your cash flow.

INSIDE THE RED BOX What you see makes it a Clean Burn. What you don’t see makes it “burn clean.”

Our patented Clean Burn heat exchanger provides you with more heat from less oil. Only “The Red Box” includes 250 percent more surface area for greater heat transfer than any typical blast tube.

The result: More heat per gallon of oil.

DSI Installation and After Sales Support will ensure maximum savings for years to come

Extended performance oil filter SOMS (Spin-On Microfilter System) Technologies has developed an extended performance oil filter that’s said to enable vehicles to operate for up to 30,000 miles without an oil change. MicroGreen oil filters combine two filters in one standard, spin-on canister.

Traditional oil filters capture the larger particles, between to 25-40 microns, in the engine

www.deonsupply.com 1-800-824-4115

GET YOUR FREE SUBSCRIPTION – FILL IN THIS CARD! ❏ Yes, please send (continue to send) CANADIAN TECHNICIAN magazine – FREE! ❏ No... do not send CANADIAN TECHNICIAN magazine to me.

Signature

Date

Please Fax Back To:

416/614-8861 or mail to

Name: Company Name: Company Address: City:

Province:

Telephone:

Fax:

Postal Code:

IMPORTANT!

You must answer all questions

e-mail:

2. I am provincially licensed to repair vehicles: ❑ Yes ❑ No

3. I specify, select, approve or influence/recommend the purchase of automotive replacement parts, tools, or equipment (check all that apply): ❑ Specify ❑ Select ❑ Approve ❑ Influence or recommend ❑ None of the above 4. The type of work we do here includes (check all that apply): 1. ❑ Oil / filter / lube ser vice 2. ❑ Battery sales / service 3. ❑ Brake service 4. ❑ Engine repair / overhaul 5. ❑ Engine performance / emissions / tune-up

6. ❑ Electrical service - chassis 7. ❑ Electrical service - engine 8. ❑ Exhaust / muffler / catalytic converter 9. ❑ Shock / strut service 10. ❑ Steering / suspension service 11. ❑ Wheel alignment / wheel service 12. ❑ Transmission / transaxle service or overhaul (automatic) 13. ❑ Transmission / transaxle service or overhaul (manual) 14. ❑ AC service 15. ❑ Cooling system / radiator service 16. ❑ Emission control service 17. ❑ Clutch service 18. ❑ Fuel injection service 19. ❑ Diesel engine service 20. ❑ Tire sales / service

Have a comment to make about Canadian Technician?

We’re listening. _________________________________________________ _____________________________________________________________ _____________________________________________________________

❏ Please call me, I have a story idea for Canadian Technician.

26 CANADIAN TECHNICIAN

MY JOB TITLE IS (CHECK ONE ONLY): ❑ Shop owner / Shop manager ❑ Administration ❑ Service writer / Service manager ❑ Lead technician / Shop foreman ❑ Technician ❑ Apprentice ❑ Other (specify):_________________ 5. Average number of vehicles serviced at this location per week: _______________________________________________________ 6. Number of service bays at this location: _______________________________________________________ 7. Number of mechanics/technicians employed at this location: _______________________________________________________ 8. Number of apprentice technicians employed at this location: _______________________________________________________

What would you like to see more of in Canadian Technician?

❏ Human interest stories and profiles ❏ Technical articles ❏ Business management articles ❏ New product information ❏ News about supplier companies

December 2008

1. This location is a (check one only): A. ❑ General service and repair shop B. ❑ Specialized service and repair shop C. ❑ Service station with repair facilities D. ❑ Automotive rebuilder E. ❑ New car/truck dealer F. ❑ Body shop with repair facilities G. ❑ Fleet owner with repair facilities H. ❑ Other (specify): ________________________

451 Attwell Drive, Toronto, ON M9W 5C4

DECEMBER 2008

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oil, and the microfilter system captures particles down to 2 microns in size. The filtration efficiency claims to allow vehicles to operate at up to eight times the standard change interval without changing the engine oil, significantly reduces maintenance costs for both individual vehicles and fleets. www.microgreenfilter.com

Piston catalogue Mahle Clevite Inc. has released its new Original Light Vehicle Piston catalog (PI-2009), featuring over 600 new part numbers. In addition, the new catalog uses a brand-new, user-friendly layout for quick and easy reference to diagrams, make and model indexes, and more. The catalog introduces the new part numbering system, translating the previous Clevite numbering system into the new MAHLE Original part numbers.The new catalog also features competitor numbers to contribute to the catalog’s functionality. www.mahleclevite.com

11:12 AM

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Weight gauge Mohawk’s weight gauge is an optional upgrade for all Mohawk two-post lifts from 7,000 to 30,000 lb. capacities. Knowing the actual weight of the vehicle assists in selling better brakes, heavier duty brakes, or tires with higher load ratings, as customers can be shown the actual vehicle weight to justify higher dollar parts installations. This also verifies that the lift is not being overloaded. www.mohawklifts.com

Your customers don’t need Q HorsePower as much as Ferrari owners do. They need it more. ™

Behr Hella Service expands coverage Behr Hella Service, a North American joint venture for thermal management between Behr (vehicle air conditioning and engine cooling) and Hella (lighting technology and electronics) has just added over 40 AC and engine cooling replacement parts to its growing thermal management parts program. The new parts will provide replacements for servicing late-model Audi, BMW, Mercedes-Benz, Volvo, and Volkswagen models. www.hella.com

Copper-based lube Used by Toyota and Nissan, Copaslip’s copper anti-seize is said to provide an insulating layer between metal surfaces, preventing seizure of threaded connections or sliding parts, and aiding in brake jobs. The product claims not to harden or soften, and stay effective to 2000 degrees F. www.molyslip.com DECEMBER 2008

™

Q HorsePower

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No leading synthetic oil delivers more power.* •Heat-activated friction technology fights power-robbing friction • Helps maximize your horsepower under all throttle conditions •Recommended by Ferrari for every oil change •See Q power.com

UN LEASH ALL YOUR HORSES.® *Q HorsePower™ full synthetic motor oil SAE 5W-30 tested vs. leading synthetic SAE 5W-30s. Ferrari recommends Q HorsePower™ SAE 5W-40 and SAE 10W-60 for its cars. ©2008 SOPUS Products. All rights reserved.

CANADIAN TECHNICIAN 27

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DECEMBER 2008 1

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AUTO PUZZLE

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How the trim panel was repaired.

Sliding window on a vehicle’s roof.

Minimizes friction between moving parts.

This shows people how it’s done.

To keep quiet, or a hardy flower.

Not roadworthy.

Southern accent.

Noises from feathered tires, or a hungry belly.

Used to chop wood.

Used to hear.

Skin art.

Hand, parking, or front.

A work boot covers this.

Works. ___-time running lights.

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A monthy prize pack and be eligible for the Grand Prize of an Apple 80G ipod.

Name:

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Mechanics 101 course: _____ to vehicle service (short form).

Posed a question.

A while back, years ___.

Critical engine fluid. _____ cloth, very fine grit sandpaper.

Mice build them in filter housings.

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September 2008 Auto Puzzle

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Not in liquid form.

Upper strut _____.

Costello, Reed, or Ferrigno.

Large, ostrich-like bird.

Subject of HBO’s “Sopranos.”

Mistake. ___ tie-rod end.

Playground game.

Used to test silicate-free coolant.

Slang for hood protector.

Path through the woods.

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Congratulations to Charlene Doberstein from Midas Auto Service in Surrey, B.C., for solving our September 2008 puzzle. Charlene wins a Goodyear prize pack.

Send your solved puzzle to Canadian Technician.

We’ll draw a winner on Mar. 17, 2009.

Send to 451 Attwell Drive, Toronto, ON M9W 5C4. Or fax to 416-614-8861.

Workplace:

PERFORMANCE YOU CAN TRUST Win a monthly prize pack of a Goodyear Engineered Products branded polar fleece jacket, golf shirt and baseball hat. One grand prize of an Apple 80G iPod will be awarded.

OFFICIAL RULES AND REGULATIONS 1. To enter, print your full name, workplace, work address, telephone number, and e-mail address on the official entry form and post it to Canadian Technician magazine, 451 Attwell Drive, Toronto, ON, M9W 5C4. Or fax it to 416 614-8861.

2. Only one ballot per person.

3. Entries must be received no later than 8:00 p.m. EST on the closing date.Closing dates for 2008: May 2008 Goodyear AutoPuzzle: August 17, 2008 June 2008 Goodyear AutoPuzzle: September 17, 2008 August 2008 Goodyear AutoPuzzle: October 17, 2008 September 2008 Goodyear AutoPuzzle: November 17, 2008 October 2008 Goodyear AutoPuzzle: January 17, 2009 November 2008 Goodyear AutoPuzzle: February 17, 2009 December 2008 Goodyear AutoPuzzle: March 17, 2009 Canadian Technician will not be responsible for late, lost or destroyed entries and, as well, any accident, printing, administrative or other error of any kind in connection with this contest. NO PURCHASE NECESSARY. 4. GRAND PRIZE: There will be one (1) grand prize available to be won, consisting of an Apple 80G iPod, having an approximate retail value of $260.00 each. The approximate retail value of each prize is that stated by the supplier of the prize as being in effect thirty (30) days prior to the launching of this contest.

5. A random draw will be made by Newcom Business Media from all eligible entries received on or before the CONTEST CLOSING DATE. In order to win, the selected entrants must first correctly answer a time limited mathematical skill testing question without assistance or mechanical or electronic aid and will be required to sign a standard declaration and release form confirming compliance with the contest OFFICIAL RULES AND REGULATIONS and acceptance of the prize as awarded. No substitution for, or transfer of the prize, will be allowed except that in the event the stated prizes are unavailable due to reasons beyond the control of Canadian Technician, a prize of equivalent nature and value will be available to be won. The prize will be delivered only to the confirmed winners.

6. The contest is open to all residents of Canada who have reached the age of majority according to the law of the province in which they reside, except, and employees of Canadian Technician, its affiliated companies, its advertising and promotional agencies and all persons residing in their respective households. If a selected entrant has not reached the age of majority in the province in which he or she resides, the authorization of his or her parent or legal guardian will be required in order to participate in the contest and accept a prize as awarded.

7. The chances of being selected depend upon the total number of entries received.

Canadian Technician reserves the right to cancel or suspend this contest in the event of any accident, printing, administrative or other error of any kind. This contest is subject to all applicable federal, provincial and municipal laws. Only one prize per family, household or address will be awarded.

8. All entries become the property of Canadian Technician, address, and no correspondence will be entered into except with the selected entrants who will be notified by mail or telephone. Entrants, by entering this contest, consent to the use of their name and/or photograph, without compensation, in any future publicity carried out by Canadian Technician.

Work address: Phone: email: Question of the Month: How are you preparing for the economic conditions ahead?

The GOODYEAR (and Winged Foot Design) trademark is used by Veyance Technologies, Inc. under license from The Goodyear Tire & Rubber Company.

Goodyear Engineered Products are manufactured and sourced exclusively by Veyance Technologies, Inc. or its affiliates. The Gatorback trade name is licensed to Veyance Technologies, Inc. by The Goodyear Tire & Rubber Company. ©2008 Veyance Technologies, Inc. All Rights Reserved.

Veyance Technologies Canada, Inc.

* Answers may be published in Canadian Technician.

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continued from page 30 about maintainin’ relationships. Look at this coolant problem of Frank’s, for example. Even though it’s driving me crazy, I don’t take it out on him.” Tooner crossed his arms. “I’ll have you know that I’m very nice to him every time he brings this piece of junk in.”

Beanie shrugged. “Well, maybe you wouldn’t be if you knew what he does every morning. Frank told me he goes out to his car first thing and opens up the rad cap to check the coolant level.” He picked up his air gun. “From what I can tell, that’s when some coolant leaks out onto the garage floor. I told him he should just check the level in the overflow bottle instead, but he doesn’t trust it.”

When we finally pried Tooner off the ceiling, we called Frank up to explain that constantly opening a closed coolant system isn’t a great idea, and in fact could cause problems down the road. We also gave Beanie some free advice, sort of a litmus test on his relationship with Sam. “Hi, Samantha,” I said a few days later, as she dropped off a muffler from Herkle’s Auto Parts. “I don’t mean to pry, but how’s Beanie doing in the relationship department? Me and the guys had a little heartto-heart talk with him the other day.”

Sam groaned. “Well, that explains a thing or two. He promised me he’d lighten up, and he did great until yesterday.”

“Oh? What happened?”

She opened the door of her truck and climbed in. “He asked what my favorite color of antifreeze was – the green kind you flush out every couple of years, or the red kind that you keep for life.” She looked at me intently. “Any idea where that came from?”

“Gosh, don’t look at me!” I exclaimed, feeling a sudden urge to go answer the phone or something. “I’m not Dr. Phil!”

She laughed. “Well, just so you know, I told Beanie it’s not the color that counts.

It’s whether you’ve got the mixture right.”

And then I heard her exclaim, ’ere she drove out of sight, “Happy Christmas to all, and to all a good-night!”

Rick Cogbill is a licensed technician and former shop owner in Summerland, B.C. You can reach Rick at rick.cogbill@shawcable.com.

DECEMBER 2008

ADVERTISER INDEX Advertiser

WORLDPAC

Page

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Phone

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7

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10

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De-On Supply

26

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1 -800-824-4115

Goodyear

28 www.goodyearbeltsandhose.ca

1-888-275-4397

Hella, Inc.

25

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IrvingOil

18

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1-800-574-LUBE

Mann-Hummel

12

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NGK Spark Plugs Canada Limited 4 505 Apple Creek Blvd. Unit 1 Markham ON L3R 5R1

www.ngksparkplugs.ca

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27

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Permatex 8450 Lawson Road, Unit 1 Milton, ON, Canada L9T 0A4

23

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

2

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1-800-734-2676

SPX Canada 5695 Whittle Road Mississauga, ON L4Z 3P8

8

www.genisysotc.comContact local agent

Valvoline 905 Winston Churchill Blvd Mississauga, ON L5J 4P2

31

www.valvoline.com 1-800-TEAM-VAL

Worldpac

32

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800 463-8749

CANADIAN TECHNICIAN 29

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The Car Side

Page 30

By Rick Cogbill

Mysterious leaks are driving Tooner around the bend – but help’s coming from a surprising source.

“Beanie, when you’re done with those snow tires, I need you to…”

I stopped and looked around the vacant tire bay. “Hey, where’s Junior?”

One bay over, Tooner grunted and jerked his thumb over his shoulder. “Just a wild guess, but I’ll bet my monthly tool allowance he’s on the phone again to his girlie friend.”

I went over to the extension mounted on the wall and mashed the button marked ‘speaker phone.’ Beanie’s pathetic whining came through loud and clear.

“Are you sure everything’s okay, Samantha? I mean, I know you say it is, but last night you seemed pretty quiet on the way home from the monster truck rally and…”

I groaned and shook my head.

“Breaker, breaker, this is Johnny Law speaking. BeanMan, you’re busted. Get your butt back out here and finish these tires!”

I could hear Sam laughing on the other end of the line as I hung up the phone.

Basil chuckled. “Our young Romeo seems to have some security issues in the relationship department.”

Tooner rummaged through his tool box for a screwdriver. “Well, keeping short accounts is one thing, but that’s the third time he’s called Sam this morning. It ain’t even coffee break yet!” He found what he wanted and turned back to his job. “Time for some advice from an expert.”

I raised an eyebrow. “And that would be…?”

“Me, of course!” Tooner scowled. “My wife complained once that I never said I loved her anymore. So I said, ‘Look, I told you I loved you when we got married. If I change my mind, I’ll let you know!’” He checked a hose clamp for tightness. “Ain’t had a complaint since.”

Basil rolled his eyes. “Speaking of complaints, how are you making out with Frank’s coolant leak problem?”

Tooner checked another hose clamp, and then reached for his flexible mirror.

30 CANADIAN TECHNICIAN

Pesky Puddles

“If I hadn’t seen the coolant drips on Frank’s garage floor with my own eyes, I’d be thinking he’s had a little too much holiday eggnog. There ain’t even a hint of a leak!”

I hate it when we get these types of repair issues, the kind where the customer has a problem that we can’t replicate. In Frank’s case, we’d checked for coolant leaks at least a half dozen times.

We’d even parked his car in our own shop overnight after a long test drive, just to see if we could make it leak. In the morning our shop floor was as dry as one of Basil’s famous quotations. Yet as soon as Frank takes the car home, the puddles appear once more.

“D’ya think it’s his wife playin’ tricks on him?” asked Tooner.

“If it was you and your wife, I could see it,” surmised Basil. “But I’ve seen the two

of them around town, and Frank is a very considerate husband.”

Tooner frowned. “Hey, what’s your point?”

At that moment, Beanie slunk back into the shop to finish up his tire change, looking as glum as a turkey in December.

“Beanie,” commented Basil, “there’s an old saying: ‘If you keep poking yourself in the eye, it’s gonna hurt.’ Sometimes we create our own problems.”

He sighed. “It’s just that Samantha is my first girlfriend, and I don’t want her to think I’m insensitive.”

“Oh, I get it,” I said. “You don’t want to turn out like Tooner.”

“Hey! That ain’t funny!” Tooner shook a greasy finger at Beanie. “Listen up, Hotshot. It just so happens I know a lot

continued on page 29 DECEMBER 2008

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