Canadian Technician February 2008

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

FEBRUARY 2008

New look...

NEW ATTITUDE Shop owner John Duncan on the rewards of renovation

ALSO: ABS basics Plugged up cats Our ongoing look at ethics www.canadiantechnician.ca

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Recently, we obliterated the competition with the Mother of all cordless impact wrenches. Now we’ve taken that performance to an earth shaking new level. Introducing the CT4850HO. With 620 foot pounds of bolt breakaway torque, it’s the most powerful cordless impact wrench ever made. Some think too powerful. A slim nose design gets you into tighter spaces. And the 18v battery provides the most bolt-busting power in the business. Leave the other guys in the dust, visit www.motherofallcordlessimpactwrenches.com

Snap-on and There is a Difference are trademarks of Snap-on Incorporated. Copyright ©2008 Snap-on Incorporated. All rights reserved.

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FEBRUARY 2008

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VOL. 13 NO. 1

Departments

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Editorial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5 Letters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7 Reader Rides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7 From Our Forum . . . . . . . . . . . . . . . . . . . . . . . . . . . .8 Out & About . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11 EyeSpy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11 Product Central . . . . . . . . . . . . . . . . . . . . . . . . . . . .24 Havoline Auto Puzzle . . . . . . . . . . . . . . . . . . . . . . .28 Ad Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29 16

Columnists Management S.O.S. . . . . . . . . . . . . . . . . . . . .12

By Kelly Bennett The Greenwood Report . . . . . . . . . . . . . . . . .14

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

By Rick Cogbill

Features A Question of Ethics . . . . . . . . . . . . . . . .16 Is it OK to disconnect the seat belt warning bell or light if a good customer asks you to? We got an overwhelming response from readers on this month’s question.

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Old shop, new look . . . . . . . . . . . . . . . . .19 Zellen’s Auto Mall in Hamilton, Ont., was given a dramatic face-lift. We talked to owner John Duncan about the project, in the first of a series on garage renovations.

The ABCs of ABS . . . . . . . . . . . . . . . . . . .22 Avoiding pitfalls when confronting tricky brake problems involves employing some good habits. Watch your diagnosis and repair times drop as you get a handle on things.

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Editorial VOLUME 13

Learning together

NUMBER 1

PUBLISHER Mark Vreugdenhil mark@canadiantechnician.ca (416) 614-5819

Shop team demonstrates how to make the most of industry events.

EDITOR / ASSOCIATE PUBLISHER Allan Janssen ajanssen@canadiantechnician.ca (416) 614-5814 NATIONAL SALES MANAGER Martyn Johns mjohns@newcom.ca 416 614-5826 CIRCULATION MANAGER Lilianna Kantor lkantor@canadiantechnician.ca (416) 614-5815 DESIGN & PRODUCTION Tim Norton production@canadiantechnician.ca (416) 614-5810 CONTRIBUTORS Kelly Bennett, Rick Cogbill, Larry Dickison, Will Enns, and Bob Greenwood DIRECTOR, QUEBEC OPERATIONS Joe Glionna PUBLISHED BY Newcom Business Media 451 Attwell Drive Toronto, Ontario M9W 5C4 Phone: (416) 614-0955 Fax: (416) 614-8861 www.canadiantechnician.ca PRESIDENT Jim Glionna Canadian Technician is published monthly except for January and July by Newcom Business Media, Inc., 451 Attwell Drive, Toronto, ON M9W 5C4. The magazine serves the Canadian automotive repair and service industry. Subscriptions are free to those who meet the criteria. For others: single copy price: $5.30; one-year subscription in Canada: $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 class mail: Postage paid at Toronto. Canadian Publications Mail Sales Agreement #40063170. ISSN 1710-7644.

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

Kenneth R. Wilson Award Winner Member

Canadian Business Press

“Zellens”

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

By Allan Janssen

O

ne of the best displays of teamwork I’ve seen in this industry occurred in November at the Congress of Automotive Repair and Service (CARS).

It was after a particularly good management training session. I remained in my chair typing the last of my notes as the room emptied. Beside me, I noticed three guys talking about an idea that had been raised during the class. Like me, they were in no hurry to leave.

“Do you think we could try that at our shop?” I heard one guy say.

“Sure, why not?” said another after a pause.

“We could try it,” agreed the third guy. “We’re already most of the way there.”

In earnest tones, they hashed it out, this new idea that could, I don’t know, bring in new customers, streamline their processes, cut costs, enhance margins… I’m not even sure what the idea was anymore. But I remember they talked about it for quite a while. Some objections were raised, and a compromise position seemed to be agreed upon. And then, with a slap on the knee and an exaggerated stretch, one of them said, “Let’s get lunch.”

I sat with them in the dining room. It turns out they go to CARS (and the attendant trade shows) every year to see new products, assess the latest trends, and learn more about the business they’re in.

One is the shop owner. One is the service writer. And one is the lead tech.

Here’s what I was most impressed by: They actually go to events like this.

Many shop owners and technicians wouldn’t cross town to attend a training session, much less fly to another city and stay in a hotel for four nights. These guys recognized the value of education – even if the shop has to get by on a skeleton staff in their absence.

The tech sat in on the management course. Unlike the techs who say they prefer to leave the number crunching to someone else, this guy recognized he’s a big part of the company’s success. He wanted to understand the rationale behind frontoffice decisions in order to help meet the company’s objectives. And, by the way, the owner sat in on the technical courses too – even though he rarely turns wrenches anymore. He told me he wants to understand the challenges his technicians face. It helps him equip the shop properly, find the right training courses for the rest of the techs, and sell their services to customers.

They listened to each other. This was no dictatorship. The owner valued the input of his staff. The staff respected their boss’s business instincts.

They were willing to try something new. Some people are terrible students.

Their defenses go up and they dig their heels in the ground when someone suggests a new strategy. But these guys listened to every crazy idea in the room with an open mind.

They rejected things that didn’t fit their model. They understood their business and their clientele well enough to know what wouldn’t work at their shop.

And they weren’t afraid to toss away the ideas that didn’t fit their model.

Watching these guys interact was nothing short of inspiring. I especially liked their optimistic attitudes. I’ve heard plenty of griping about lazy employees and ‘evil shop owners’ over the years. These guys showed how a team works together.

I have no doubt that their business gets stronger every time they come back from an industry event like this one.

You can reach me at 416-614-5814. Or e-mail me at ajanssen@canadiantechnician.ca.

CANADIAN TECHNICIAN 5

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LARRY DICKISON

LETTERS Most shop owners and techs are honest A Question of Ethics, December 2007 I find your “Question of Ethics” feature to be most interesting and enjoyable.

From my experience, the vast majority of shop owners and their technicians are as honest as the day is long.

However, some of the situations illustrated in the articles are tricky, and if they are not handled tactfully, a customer’s perception could be otherwise.

Kudos on a valuable series!

Bill Burkimsher President, Automotive Aftermarket Retailers of Ontario Burlington, ON

Resisting change is like pushing a rope RE: Invest in your future, November 2007 I always enjoy reading Bruce Eccles’ take on our industry. The message is clear: our industry needs to re-invest in its people, tools, and operations… and to do that we need to raise labor rates and increase profitability. Those who believe technology is not a friend will spend the rest of their days resisting change. And that’s like pushing a rope. They’ll end up nowhere fast. Canadian ASPs have embraced new technology in the past, and I believe they will continue to do so in the future.

Marc Brazeau President, Automotive Industries Association of Canada Ottawa, ON

Atlantic Canada not hung up on door rates Re: Door Rate Disparities, November 2007 I was quite taken aback by the comments from the Dieppe technician about door rates in Atlantic Canada. We run a busy independent repair shop about a kilometer away from his shop and I can tell you door rates are not something we discuss with our customers very much in this day and age. We charge $64 an hour for basic work (more for diagnostics)… and we’re considering raising it because it’s just way too low!

Our customers do not seem to be hung up about the door rate. They want good service, less stress, and a job done right.

Price is not even near the top of the list!

They don’t complain about price when they take their personal computer to be fixed, or when someone comes over to

fix their fridge, or when an electrician has to fix their wiring. A massage therapist charges about $95 an hour, an esthetician charges $80, a dentist charges $65 for a 15 minute check up, an optometrist charges $75 for a half-hour eye exam, and the list goes on. With a lot of these services, you are seen by appointment only and you usually have to wait days to get in. Yes, that’s here in Moncton and Dieppe, same as in Toronto or Montreal!

It’s up to us to educate our customers about the value of what we do for them.

Have the confidence to charge what you’re worth. Others do, and they’re getting it!

Terry Lynn Pellerin Brian Pellerin’s Moncton Rust Check, Autopro & OK Tire Moncton, NB

RIDES

Reader

This 1946 Ford Truck is the pet project of Eric Amero, a technician at Ameros Garage in Plympton, Nova Scotia.The truck had been “sitting around” for over 20 years when Eric bought it and brought it back to life.

It’s been chopped, has a flip front end, and is powered by a 429.“This one-of-a-kind Ford truck is a fun toy to drive,” says his friend Perry, who sent this photo in to us.

You can see more “Reader Rides” on our web site at www.canadiantechnician.ca. And if you have a photo of your hot ride, feel free to send it in.We’ll put it up!

FEBRUARY 2008

CANADIAN TECHNICIAN 7

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From Our Forum Recent postings on www.canadiantechnician.ca/forum

Got a plugged cat?

Exhaust back pressure problems can be checked a number of ways. Canadian Technician Forum members send in their preferred methods..

OK, this has been bothering me for a few days so I have to ask. How does one check if a catalytic converter is plugged? Is the only way to remove it and inspect it visually? The reason I ask is we have a 2001 F150, 5.4, with a weird misfire on the left hand bank. Seems to jump around from #6 to 7 to 8. Injectors show no problems. The plugs are all OK. I tried switching some of the coilovers around and it didn’t help. So I’m leaning towards a cat problem.

Posted by: NovaScotiaTech / 10-02-2007 I doubt your problem will be a cat because back pressure will affect all cylinders on that side equally. It shouldn’t just randomly pick one to cause a misfire. To see if a cat is plugged, you need to check the back pressure. Pull the upstream O2 and check back pressure at the fitting hole with an appropriate tool. It can be bought or made, as long as it can read low pressure with decent accuracy. The other way is to just drop the exhaust and go for a drive. That’s noisy but effective.

Posted by: Canuck623 / 10-02-2007 We have two ways to check for a plugged cat. Method one: simply disconnect the pipe and drive.

Method two: drill a hole before and after the cat and then measure the pressure drop. We prefer the second method around here.

Posted by: ALLNUTS^nobolts / 10-02-2007 We have a back pressure tester for the exhaust system.

It’s a very simple tool. You can make one

8 CANADIAN TECHNICIAN

yourself. Mine has a small (1/8-inch diameter) steel tube about 4 inches long, with eight feet of rubber hose connecting it to a pressure gauge. The pressure gauge only goes to 30 psi. Drill a small hole in the exhaust and put the steel part in and do a WOT snap test. A reading up to 5 psi is OK. If the system is plugged, you’ll bury the needle.

Posted by: BigBlockBob / 10-02-2007 I always use my backpressure tester to verify but you can also use a vacuum gauge hooked into the intake.

Posted by: JeffCompton / 10-02-2007 Here’s what I did for a back pressure tester. Grab an old 02 sensor, hollow it out, and place a steel tube inside. Solder-weld it to the sensor.

Hook that up to an old vacuum pressure gauge. I used it on a 2002 Silverado just the other day. It was setting multiple misfire codes. Turns out the driver’s side catalytic was plugged.

Posted by: GoWest / 10-02-2007 A vacuum gauge is good, but not as accurate as pressure testing the exhaust before the cat. I have used a vacuum gauge to set the timing before when nothing else was available.

Posted by: msog / 10-02-2007 OK. I made up a pressure gauge to test the cats. It worked great. Left bank at idle gauge was jumping at WOT 4 psi. Right bank at idle was steady at WOT 4 psi. So, Canuck, it looks like you were right. It’s not a cat problem.

Posted by: NovaScotiaTech / 10-03-2007

You can get a nice tester commercially. You drill a hole before each cat and install a brass fitting and screw the tester gauge into the fitting.

When you’re done, plug the hole with a screw. Very easy. No noise. And it can also test for a collapsed muffler. The intake vacuum method is OK unless there’s more than one cat and the muffler is known to be good.

Posted by: 9psiMustang / 10-03-2007 Well, I got the truck fixed… and I learned a lot in the process. When I removed the plugs, the gaps and condition of the end of the plug looked fine. What I failed to notice was the white powdery stuff where the plug contacts the COP boot. I replaced the boots, and all eight plugs and the truck runs fine. Seems the COP boots were not sealed to the head and water was getting around the plugs, causing a short or a miss. Every day I learn something. It’s what keeps me in this business. Thanks for all the help!

Posted by: NovaScotiaTech / 10-05-2007

Join the discussion!

Log on to www.canadiantechnician.ca /forum and see what everyone’s talking about.

If you’ve got an opinion to share,we’re looking forward to hearing it.

FEBRUARY 2008

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“Since introducing ‘Ride Control Solutions from KYB’ we’re selling almost 10 times as many shocks and struts.”

– Darryl Croft OK Tire Store, Ontario

“Ride Control Solutions from KYB helped us increase our average sales from 4 to 30 shocks a month.” “ For the first time a manufacturer actually came into our shop to teach my team how to better inform our clients about shocks and struts. ‘Ride Control Solutions from KYB’ allows us to properly identify worn shocks and mentor our clients with confidence about ride control.

This is an exciting process! Our goal has always been to provide our clients with the best in ride control, and KYB has always been known for high quality products and trouble free installation. This quality, combined with Ride Control Solutions and the continuing KYB support, ensures that our team and clients are better informed and can make educated choices about ride control.” – Darryl Croft Ride Control Solutions from KYB’ is the industry’s most effective way to sell shocks and struts.

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OUT & ABOUT

Supplier News

U.S. study shows increase in DIY work

AIA elects new board of directors

R

eversing earlier trends, all types of do-it-yourself activity increased in 2006, according to new research from the Automotive Aftermarket Suppliers Association (AASA).

A detailed analysis of the DIY market, included in the 2007-2008 AASA Automotive Aftermarket Status Report, suggests.

Light DIY work, such as replacing car batteries, adding antifreeze and installing a new air filter, increased the most to 52.9 per cent of vehicle maintainers in 2006, up from 40 per cent in 2005.

Medium DIY work, such as installing brake shoes, pads, and alternators increased slightly to 29.4 per cent in 2006 from 27.9 per cent in 2005.

And heavy DIY work, such as replacing fuel injectors and head gaskets – work which requires the most knowledge and level of expertise – showed the smallest increase, rising to 25.6 per cent in 2006 from 25.0 per cent in 2005.

Steve Handschuh, president and COO of AASA, said he believes the long-term trend of reduced DIY activity will continue. The increase noticed in 2006, he said, may be the result of consumer-oriented marketing campaigns, combined with easier access to repair information in the U.S. “Consumers are becoming increasingly

aware of products available and are finding that online resources provide a wealth of step-by-step instructions, complete with illustrations, for many service jobs,” he explained.

In the light DIY category, sales of headlamp bulbs showed the greatest increase, followed by car batteries and wiper blades.

Sales of radiator hoses showed the largest improvement in the medium DIY category and in heavy DIY, radiator replacements showed the greatest change from the previous year.

“Fuel price increases in 2006 may have strained personal budgets, so consumers’ search for savings in other portions of car ownership is a logical reaction,” said Frank Hampshire, senior director of market research. “Consumers looking for ways to cut repair costs may have performed their own maintenance, while those looking to improve fuel economy may have purchased products related to that end.”

Another interesting fact shown by the research is that DIY activity is not exclusive to men. While the DIY segment is clearly male dominated, the second largest category is light DIY by females, so the influence of women in the DIY market must not be ignored.

Auto tech Doug Buchanan, of Crash’s Auto in Coronach, SK, sent in this shot of a car that came in for a squealing belt.“At first glance we noticed the zip ties holding the alternator on!”he writes.“And upon further inspection, we found that instead of a proper bypass fitting, some back-yarder had used a plastic garden hose fitting, cross threaded it, and twisted it in only in one turn.He also did not put any antifreeze back into the engine!”

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Brad Morris, of Grote Industries, is the newest member of the Automotive Industries Association of Canada’s executive committee.

He was elected second vice-chairman, at the association’s 2007 Annual General Meeting, held as part of the Aftermarket Exchange Information Symposium in November. Re-elected to the AIA executive committee were chair Larry Raymond, of Blue Streak-Hygrade Motor Products; first vice chair John Watt, of Petro Canada Certigard, and immediate past chair John Cochrane of Cochrane Automotive. Incoming AIA president Marc Brazeau is an ex-officio member of the executive committee.

ACDelco enhances web site for consumers, professionals ACDelco has launched its newly redesigned Canadian web site (www.acdelcocanada.com).

The site aims to attract a broad base of users, including consumers seeking tips on automotive parts and vehicle care, and independent service centers seeking on-line resources. Kevin Brimble, Network and Brand Manager for ACDelco Canada, says the site will continue to develop.

“Look for more web enhancements in addition to this site and our web-based training in the next few months.”

Snap-on names new CEO Nick Pinchuk, currently president and chief operating officer, has been elected president and CEO of Kenosha, WI-based Snap-on. Pinchuk succeeds Jack Michaels, who will remain chairman of Snap-on’s board of directors.

Pinchuk joined Snap-on in 2002 as senior vice president and president of Snap-on’s worldwide commercial and industrial group. He was named president and chief operating officer in April 2007, when he was also appointed to Snap-on’s board of directors.

Mister Transmission plans Canadian expansion program Mister Transmission International, of Richmond Hill, Ont., has announced the signing of a development contract with Network Franchising International, a Toronto-based company that specializes in the sale and development of franchises. According to Randy Moore, vice president of operations for Mister Transmission, the company’s goal is to expand the chain in the major Canadian markets.

Mister Transmission currently has 85 franchised locations coast to coast. Expansion plans will take the chain to over 100 stores in the next 24 months.

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

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com FEBRUARY 2008

CANADIAN TECHNICIAN 11

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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.

Buying labor in a

SELLER’S MARKET

d an I joine 8. And 0 0 2 . r o ht foot leted f the rig is comp n o g n r i a n e n y y a ll to g the cial pl Dear Ke startin an ever d finan rder th ike I’m dget an a l u h b l s e y m e o m e f e Well, em to d s. It s roup. I need th mployee ement g I e g a d y n n m a a m s f n i d the roo putatio advance ght now ve hit good re ’ enge ri I a l l . h a s s h r i c est ustome establ “This My bigg on my c ing to em that I’m try ression told th p . m m e i e v h ’ d o t I o o e g eaten t nclear. motivat make a and thr ue or u n g can to e a l v l y u e e s h r t ing ey get that we everyth oyee! then th agnoses an empl it. But bout di a t u s c e m n I was t i e ’ t h n w o w w e m f o t r s a ju erent f roblem” is diff e the p e sure c r o could b f k r ay’s wo oy, tod quit. B – Erol

Dear Erol: You’re absolutely right about today’s breed of employees. Things ain’t what they used to be!

You’ve heard of a ‘buyer’s market’ and a ‘seller’s market?’ Well, we used to be in a buyer’s market for labor. The early 1980s were great for small business owners. We could be very selective and we were. It also had a huge impact on how we managed people. We were pretty tough on people, keeping them on their toes, and replacing them at the smallest hint of trouble.

Today it is totally different. Now we’re in a seller’s market. Employees have the upper hand. They can be choosy about where they’ll work and what benefits they expect to receive. And employers are having to rein in their management style. If we don’t keep them happy, they’ll move on to 12 CANADIAN TECHNICIAN

a shop that will.

In all my years in this industry I have never seen conditions like these.

According to Warren Jones of Automotive Management Training, today’s employees • expect to be compensated according to their performance • are increasingly concerned with organizational recognition • have more desire to participate in decisions that affect them • want to hear from and be heard by management • tend to have short-term goals • want work to be challenging, interesting, and creative • demand developmental opportunities, and • place leisure and family above work in their list of priorities.

There are numerous theories on why this is happening. Some say it’s part of an economy that is spinning out of control.

Others say this generation has a less than stellar work ethic. Others say it is symptomatic of the instant-gratification mentality.

The bottom line is we can’t manage our employees like we used to. I am convinced that today’s workers refuse to be micromanaged and thrive when they are part of a rocking team. They’re more easily bored and they want to be engaged with the latest technological and social changes. They move at a faster pace. Typically, they’re better educated and don’t respond well to seat-of-the-pants business management.

They want to be part of a professional and modern operation. The guys I’ve got are the brightest I’ve ever had. They’re also the most challenging to lead. I find myself FEBRUARY 2008

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Larry Dickison

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struggling to make sure my business measures up to their expectations.

I’ve made some management changes that are working well for me, but I can tell you that I am constantly on my toes. Our meetings are lively and upbeat. I’m explaining more about how the business works than ever before. And if I don’t have a good reason for the policies I want to implement, my employees will call me on it! It’s a far cry from the time when management’s justification for a new policy was “Because I said so! Now get back to work.”

Being held accountable is not such a bad thing. In a way, it forces us to think our management plans all the way through. We owe it to our employees to tell them why we want to make changes.

Having said all that, I understand why it would grate on you when the techs come back with an ambiguous diagnosis.

“I think it could be this” indicates a lack of confidence in their findings, or their diagnostic abilities. It also offers them a back door exit if their best guess is wrong. They can always say, “Hey, I told you that’s what I thought it was. I didn’t say that’s what it was.”

Just as today’s employees are more demanding, so are today’s consumers. And an ambiguous diagnosis is no longer acceptable to our clients. So when an employee says they think they know what the problem is, I usually ask, “What can I FEBRUARY 2008

do to help you be sure? Do you need more time? Would you like to post it on iATN and see what the posts say? Do I need to assign it to another technician? Do you need another piece of equipment?” I want to make sure I have given them all of the resources they need and have empowered them to make a definitive decision.

Now if you want to talk about good employee-employer relations, you have to visit a Starbucks coffee shop. I’ve never seen a company with more consistently happy employees than they have. At Starbucks, the customer is not king. The employee is king. When I first heard that, I thought of all of the times I’d treated my employees like crap and expected them to treat my customers like kings. I certainly never treated them with the respect I expected them to give to my customers.

The single most effective thing I did to get employees on board was to find out what strengthens them – not what they’re good at, but what truly excites them, what makes them feel more successful, and what engages them at work. A recent Gallup poll shows that fewer than 17 per cent of employees in North America say they spend most of their day playing to their strengths. I’m determined to have every member of my team playing to their strengths every single day. Yup, it’s a lofty goal… and that’s why I want to pursue it.

To help me get there, I bought everyone a copy of Strengthsfinder 2.0 by Tom

Rath. We all did the online test that comes with it. And then, over the course of a few afternoons, we watched a truly inspirational series of short films called ‘Trombone Player Wanted.’ It is amazing how moved everyone was by the clear message of the book and the movie – that people work best when they play to their strengths. One of my employees took the film home to show to his wife and kids.

Another bought two copies – one for himself and one for his kid’s school. It’s that empowering. Listen, if you want to buy ‘Trombone Player Wanted,’ I can get you a copy for less than you’d pay having it shipped from the U.S. with all the taxes and duties. Just e-mail me at kellytheoach@aol.com.

The point is that now we have a better understanding of our own strengths, and we structure our day to get the most out of it. Employee satisfaction has never been better. And that improves productivity dramatically. Work is a happier place these day.

Speaking of which, we had a fun celebration the other day. Much to everyone’s surprise, my 1995 Plymouth Voyager hit 500,000 kilometers this month – a big milestone for any North American vehicle, I think – so we threw a party for it, complete with balloons and noisemakers. We even sang ‘Happy half a million to you!’ You see, my techs told me to give up on that old van but I just hate car payments, and didn’t see why I should buy a new one if I could keep the one I’d already paid for on the road.

It also made me sympathize with my clients who want to keep their old clunkers going. Buying a new car on payments is the worst investment anyone can make. We owe it to our customers to give them a way to keep their car on the road for 10 to 12 years. That’s what our business is all about right?

Well, I’d better get back to it. As always I’m only an e-mail away.

–Kelly Kelly Bennett is a certified management trainer with 18 years experience coaching automotive repair shop owners. You can reach him at kellythecoach@aol.com.

CANADIAN TECHNICIAN 13

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Entering into a business partnership is like choosing a spouse.

You have to think things through before you say, “I do.”

By Bob Greenwood

The perfect

PARTNERSHIP T

here are many technicians across Canada who dream of owning their own shop some day.

They can visualize it. They know how many bays they want, how many technicians they’ll need, and what will set them apart from their competitors. They might even have a name picked out.

But then their financial realities bring them back to earth. They know they’re going to have to get their hands on some serious money to make their dream come true.

14 CANADIAN TECHNICIAN

Meanwhile, shop owners are finding it increasingly difficult to get competent technicians on staff. They try to create a good working environment, they pay competitive salaries, and are flexible about benefits… but they still worry about how the loss of a key employee will affect the business.

Could there be a common solution for both camps?

A partnership between individuals with complementary skills can go a long way to relieving day-to-day stress and

ensuring future viability.

But before one considers entering into a binding partnership – whether it is to open a new shop or stabilize an existing business – there are many things that should be considered.

It is an unfortunate fact that, in our sector, 90 to 95% of all partnerships fail within the first five years. The reason?

Improper planning. The partnership was based on hopes and aspirations rather than sound business sense. Sometimes the partnership isn’t blessed by family FEBRUARY 2008

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members or spouses, creating stress on the home front. Sometimes the reality falls far short of the dream, and the harsh realities of modern business lead one or both sides to dissatisfaction, disillusionment, and distress.

A failed partnership will strain even the best friendships, and the trail of lost opportunities and funds is a true tragedy.

If you’re considering entering into a partnership, here are a few questions to ask before you sign the contract. And the key is to be completely honest in your responses. Take off your rose-colored glasses, and turn the volume down on your unbridled optimism. This will be a good first test as to whether your business partnership will bring success or heartbreak.

1. What does each partner bring to the table?

If both partners have the identical talents, then quite frankly you may not be adequately covered in the skills department.

Each partner must possess at least some capabilities that the other partner does not have. List each partner’s strengths and weaknesses to see where you stand. Both partners need to rely on one another in order to make the business work properly.

And if there are holes in your talent pool, that does not necessarily mean you can’t work together. It just means you have to fill that missing piece. For example, you may discover that neither of you is particularly good at preparing and managing the daily business numbers (bookkeeping). Or perhaps you both key diagnostic skills. Good to know going into it.

2. What is each partner’s personal expectation of the business?

Too many people fail to write down what they expect their personal income to be, how much vacation time they’ll take, or how other personal issues – such as a pending marriage or a child who is interested in entering the workforce – will impact the business. These issues force you to consider what the future of the business will look like and if it is feasible.

But you also have to consider how FEBRUARY 2008

you’ll negotiate differences of opinion.

When an issue arises, will one partner have the final say? Who will be in charge?

Your clients and suppliers need to know where the buck stops. Running a business ‘by committee’ is a recipe for disaster.

Sometimes you will need to make quick decisions. Time will be of the essence.

Decisiveness will be the difference between success and failure.

And when a difference of opinion leads to dispute, you’ll need a dispute resolution. It cannot escalate to raised voices and slammed doors – especially not in front of staff and clients!

responsibility of providing a binding opinion about such things as the performance of both partners, a viable exit strategy for one or both people, and the true value of the business.

3. Who will you turn to – outside of the business – for legal and financial advice?

In other words, who are you going to trust with the finer points of strategy for your business? Partners should agree, before the business doors are ever opened, what outside resources you can call upon. And you must commit to taking their advice.

These advisors should be involved in drafting your partnership agreement – which should be completely signed off before you open for business. They should also help you complete a business plan and a personal tax plan. You need to have a detailed budget and a five-year forecast of income and expenses in hand before the rubber hits the road. Similarly, a “critical path” report will help define the roles of each partner and staff member, and how they’ll be held accountable for their responsibilities.

You will come to rely on your outside advisors for good counsel. Choose them wisely.

As you can see, just finding a friend with some cash is not enough when building a viable partnership. Too many friendships and families have been ruined because a partnership was not properly thought through or binding agreements were never signed.

In many ways, a business partnership is like a marriage. You will see your partner as much as you will your spouse – day in, day out, through good times and bad.

Be sure your business partnership will work… and last.

Personalities, ambition, dreams, work ethic, and vision all play key roles in a successful business partnership. Take your time to do it right, and your dreams can come true.

4. How will you evaluate performance? And what if someone wants to leave the business?

These two questions are related. An unbiased evaluation process can be instrumental to your buy-out strategy, dictating when a partner is allowed to leave, how the business will be evaluated, and how a buy-out would take place. This is for your own protection as well as your partner’s.

Find an outside person or company that you both trust and charge them with the

5. What type of business do you want to build?

What type of customer will your business attempt to attract? Are they in the area?

How will we market to them? What value will you bring to the table that the competition does not currently offer? Can you afford that type of business start-up that will guarantee success, and the financial investment it will take to sustain it?

Bob Greenwood is president of E. K. Williams & Co. (Ontario) Ltd., a management consulting company specializing in independent automotive service and repair shops (www.ekw.ca).

He’s also president and CEO of the Automotive Aftermarket E-Learning Centre, a business management resource for shop owners (www.aaec.ca). Bob can be reached by phone at 800/267-5497; by fax at 905-331-6180; or by e-mail at greenwood@aaec.ca.

CANADIAN TECHNICIAN 15

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A Question of if he wants to pull it, so be it.

Brian Madeley Madeley Automotive Diagnostics Kingston, ON

Do the right thing

Strap yourself in!

A good customer asks you to disconnect the seat belt warning bell.

Do you do it?

Life or death No way. It could be a matter of life and death, and I don’t want to be responsible for that.

Frank Wiebe Wiebe’s Wheels Aylmer, ON

I explained the dangers. And I would not do it if any other family members ever drove the car.

Ian Handrahan Quick Wrench Auto Service Charlottetown, ON

A lifesaving device It’s their responsibility I will never help anyone reduce the effectiveness of OEM safety equipment.

Instead, I would take the opportunity to advise the client that it’s their responsibility to maintain all safety equipment in good working order.

Ed Andrade Beverly Automotive Specialists Cambridge, ON

No, I would not do it. Seat belts and all other safety devices are installed to protect the driver, passengers, pedestrians, and property. Why would I disconnect a lifesaving device, and set myself up for a possible liability lawsuit?

Ed Jagt Pro-Tech Tire & Auto Barrie, ON

I’d show him how to do it I could be held liable In a word, no. I’d explain that it would be a violation of federal law for me to do that. And if there were an accident and it was determined that a seat belt was not worn, I could be held liable for damages.

If the customer is a good one he or she would understand your position.

Steve Penrose Brake Masters #147 Glendale, AZ

First explain the dangers Yes, I would disconnect the belt buzzer if a good customer wanted… but only after 16 CANADIAN TECHNICIAN

The warning buzzer is usually a relay type “plug in” at the fuse panel area. If I’m talking to a good customer, I guess I would show him where the relay is, and

I would explain that I would feel uncomfortable because the seat belt warning bell is a safety item. If this was a good client of mine, they’d respect my position and it would not jeopardize my relationship with them. More importantly, I would know that I was doing the right thing.

Doug Lowther Doug’s Mountainview Auto Service Penticton BC

Safe and happy motoring A seat belt is a safety device, and by disconnecting the warning bell, I’m saying it’s OK not to wear it. This “good” customer is expecting the kind of good service he has had in the past. That’s what he’d be getting when we refuse to disconnect any safety device. We work hard everyday to ensure safe and happy motoring for our customers.

Frank Bongiovanni Director of Business Development Superior Tire & Auto Toronto, ON

Dangers outweigh benefits Absolutely not. Just look at the pros and cons. On the ‘pro’ side, you’d be satisfying the request of a client who, if they maintain their vehicle properly, spends about $1,000 a year with you, which equates to about $500 in gross profit. On the ‘con’ side, you’d be compromising your shop’s integrity and honesty, jeopardizing your technician’s license, and risking your shop’s ability to carry out

• Weigh in on an upcoming Ethical Dilemma • You find significant pad wear on a new customer’s car. You let him know it’s time for new brake pads. He says that’s impossible. He just had the job done a month ago at another shop – and he paid extra for premium quality parts. You know those are not premium parts. Do you tell him the other shop ripped him off?

Tell us what you think. Send your answer to ajanssen@canadiantechnician.ca FEBRUARY 2008

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government-mandated inspections (at least, here in New Brunswick).

The potential damage to your business is far greater than the potential benefit.

Turn the negative of refusing a customer’s request into a positive by explaining the situation in a way that stresses your professionalism, demonstrates the pride you take in your work, and proves your commitment to honesty.

Doug Reevey, CA Autotec Inc Saint John, NB

Only for a good customer

It’s a safety item

Some people – especially those in a dealership environment – would say that to disconnect such a system for any reason is strictly verboten. But if I really knew the customer well, and believed that it would not come back to haunt me, I would probably disconnect it for him. But it would have to be a really, really good customer!

Ward Zintel Perfection Automotive Saskatoon, SK

No, we would never do it. We would explain to the client that it’s a safety item, and as a reputable service provider, we’re obligated to ensure these items are working. I think most clients, even if they do ask, would expect that answer anyway.

Sean Staples Cochrane Automotive Toronto, ON

Lawyers will eat you alive If it’s not illegal

First ask why I’d ask why they want it done. They may have a legitimate medical reason for not wearing a seat belt. But if it was simply a case of not wanting to wear one, I’d say no. I’m a big advocate of seat belts and I’d try to convince them they’d be better off wearing it!

Alan Gelman Co-owner of Glennalan Motors Host of “Car Talk” on CFRB Radio Toronto, ON

We would not do anything to a client’s vehicle that would be considered immoral, illegal, or would jeopardize a client’s safety. If it is not illegal to disconnect the seat belt chime, we would do it for a client, based on the fact that we would not consider this unsafe or immoral. The reputation of our business is most important.

Tony Pesce Tony’s Academy Auto Service Winnipeg, MB

No! When the good customer gets killed in an accident because he didn’t have his belt on, the surviving family members will not look on what you did as “a favor” and the lawyers will eat you alive!

Christopher Hochheimer Canadian Tire Wallaceburg, ON

See all the answers that came in!

Visit www.canadiantechnician.ca.

Project Car...

Old School?

www.whygo60.com

FEBRUARY 2008

New School?

866-869-9704 CANADIAN TECHNICIAN 17

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OLD BUILDING

new look We asked you to tell us about your renovations, and we got stories of some amazing projects.

We’ll tell you about them throughout the year. But we start with the shop featured on our cover this month, Zellens Auto Mall in Hamilton, Ontario.

By Allan Janssen

FEBRUARY 2008

J

ohn Duncan will tell you that his shop makeover was as much for him and his employees as it was for his customers.

“A big part of this was for me,” he admits. “Maybe that’s a little selfish, but the place just wasn’t appealing to me anymore.”

The fact is, he spends a lot of time in the building which houses his 10,000square-foot automotive repair and body shop. The oldest part of the building – which once served as the horse stable for Royal Oak Dairies – is about 80 years old.

It was time for facelift.

“I’m not married, and I have no kids, no dependents, so this is my baby,” says John. “Now it’s brighter, and cleaner, and fresher. It makes me feel better coming to work. And it helps attract a better class of employee too. Nobody likes to work in a run-down shop.”

Zellens Auto Mall is a full service aftermarket operation, involved in everything

from towing, to mechanical repairs, to collision repair, painting, and glass work.

They also do detailing, car rentals, and used-car sales. All told, the company employs 19 people, including three technicians and a service manager for the mechanical side of the business. John himself is a licensed technician who still does some diagnosis work when it gets really busy.

“I’m pretty good with electronics.

They’ll call me over when they’ve got a tough job,” he says.

He’s been kicking around Zellens for over 20 years now. He started in 1987 and worked his way up to manager before

Renovation work at Zellens was finished in April 2007, a full year from the initial drawings to completion.

CANADIAN TECHNICIAN 19

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buying the company outright from founder Ed Zellen in 1995.

At first he was just leasing the building from Ed, so he didn’t want to do anything that would add too much value to the property. But in 2004 he bought the building… and decided to put his own stamp on the place.

“I wanted it to give a good first impression. It was getting pretty run-down, I knew I’d have had to do something eventually,” he says.

Image is very important to John. On the collision side, he competes with large chains, and deals on a daily basis with fleets and institutions like insurance companies. Impressing the right people is key to keeping their business. On the mechanical side, modern consumers are pickier than ever.

“I wanted to attract a better repair clientele. People with expensive cars don’t want to bring them to an old rundown shop. The aesthetics are very

operate under. And it was also big enough to be visible from nearby Barton Street, the main commercial thoroughfare in the area.

“We picked the tower because it looked bigger. It adds a couple of feet to the entire building, and I wanted the building to have a pretty good stance,” John explains. It was originally designed to stand 23 feet tall, but was ultimately raised to 30 feet to be more visible. It’s a strategy that has clearly had some success.

“There’s a baker nearby who had never even noticed there was a commercial building here. He thought this was a whole new business, and he was surprised to learn it had been here for decades,” John laughs. “I’m sure some people think this is a brand new business.”

The interior of the building, meanwhile, is much more open than it used to be, which makes for a brighter, more effi-

important,” he says. “So I got talking to an architect who thought he could do something with this old building. He came back with a few styles. One of them had the roofline in the shape of a car, like our logo. Ultimately, we settled on the most expensive option.”

The decision to ‘clad’ the building – most often seen on new commercial buildings like banks – was to find a look that was new and fresh. A tower was added for practical as well as aesthetic reasons. For one thing, it was big enough to accommodate the three logos they

cient workspace.

“I like the idea of being able to hear and see everything that’s going on,” says John.

A warmer, homier waiting area finished off the renovations.

“My customers can’t believe the difference,” he says. “It’s actually nice to spend time here. They love the washroom; they say it’s cleaner than the one in their home. We offer to drive people home if their car is going to be a while, but they often say, ‘Oh no, it’s OK. I’ll stay and wait. I’ll read a magazine here,

20 CANADIAN TECHNICIAN

I don’t mind.’ Or they’ll work on their lap top. It’s nice that they feel that comfortable here.”

Was the $170,000 price tag for the renovations worth it? “Absolutely,” he says.

“I’m prouder coming to work. My employees like the new facilities. And my customers seem to love it. The investment has certainly brought back returns.

Business is increasing all the time and I’m sure the new look has helped. That’s got to be a factor.”

John believes a modern and well-kept building gives the impression that the business is more professional and established. And he’d encourage other shop owners to look at renovation projects that will enhance the image of their business.

“Our industry has to overcome some very negative impressions in the minds of many consumers,” he says. “That’s our challenge. We have to invest in our businesses – and improving our facilities is a good place to start.”

Above left: The oldest section of the building used to be the horse stable for a milk delivery company. Founder Ed Zellen worked off a dirt floor when he started his auto repair shop in the 1950s.

Above right:“We decided to reface the building for a high impact look,” says John,“and we chose something that was durable, low maintenance, and cost effective.”

FEBRUARY 2008

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Genisys with the new System 3.0 links Automated System Test™ and Quick DTC Scan™—productivity is now defined in seconds, not minutes!

Genisys with System 3.0 now provides technicians faster boot-up times and quick access to the applications they use most. For example, System 3.0 provides a unique diagnostic Summary Screen based on Automated System Test and Quick DTC Scan links that give technicians a new diagnostic perspective—now they can quickly “pick-n-click” the diagnostic test they want and Genisys does the rest. All new Genisys Scan Tools come with System 3.0 and a 1Gb memory card, but System 3.0 will also run on existing 2.0 platforms (512Mb). And System 3.0 is free for current System 2.0 owners who purchase 2007 Domestic and Asian Import software updates*. Genisys with System 3.0 redefines diagnostic productivity—it’s from OTC, the One Tool Company professional technicians trust.

Find out today how Genisys with System 3.0 can help you be more productive.

Call 1-800-533-6127 today or visit www.genisysotc.com.

© 2008 SPX Corporation SPX and OTC are registered trademarks of SPX Corporation. Genisys, Automated System Test, Fast Boot and Quick DTC Scan are trademarks of SPX Corporation. * Future software updates to System 2.0 platforms will require additional memory.

System 3.0 Enhancements • Fast Boot™ Technology • Quick DTC Scan™— automatically scans for enhanced and OBD II system DTCs in seconds • Automated System Test — an extensive Health Check of enhanced vehicle controllers • Link from Mode 6 Items to Repair Info.

• Link from Readiness Monitors to Drive Cycle Test Info.

• Onboard Accessory/Cable List • Glossary of Terms • Enhanced Report Printing Options • 1 Gigabyte Memory Card Support

New 2007 Domestic and Asian Software Updates now available

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The of The ABCs abc’s of

ABS Four good habits to employ when diagnosing tricky brake problems.

By Rick Cogbill These days, brakes don’t just stop cars.

Through the use of computer-controlled anti-lock braking systems (ABS), they assist with traction, control skidding, and help avoid roll-overs.

But, in spite of the fancy add-ons, basic brake work is not a thing of the past.

Remember that ABS is built on top of a standard hydraulic braking system, consisting of mechanical pressure (the brake pedal) converting energy to hydraulic pressure (the master cylinder, lines, and 22 CANADIAN TECHNICIAN

calipers/wheel cylinders) to create frictional force (pads or linings pressing on rotors or drums) to stop the vehicle. Any brake-related complaint should start with an inspection of this basic system before moving on to the ABS. I know of at least one technician who recently confessed to spending hours on a puzzling ABS problem, only to discover the master cylinder was low on fluid. The low brake fluid sensor had disabled the ABS.

Avoiding pitfalls when confronting tricky brake problems involves employing four good habits.

Good Understanding You can’t know it all, but you should understand the basics. ABS may be packaged differently from car to car, but the principals are the same. Speed sensors at the wheels or differential monitor wheel speed during braking and report any differences to the ABS computer. If one FEBRUARY 2008

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wheel slows down quicker than the others, the controller begins regulating hydraulic pressure to the brakes to avoid wheel lock-up. It’s as simple as that.

So if a customer complains that the ABS is activating when it shouldn’t be – like at slow speeds on a good road – and there are no trouble codes, it’s a safe bet the computer is getting wrong information, most likely from a wheel speed sensor.

In fact, GM has a bulletin out on its trucks for this very problem. Rust buildup underneath the sensor mounts is creating excessive air gap between the sensor tip and the tone ring, resulting in a faulty reading. Remember that all wheels must read the same speed at the same time, so in this case, a good cleaning is all that’s needed.

On the other hand, a hard code that returns every time you clear the system usually means no information or information that’s out of range – a poor or broken wiring connection, or some damaged parts, or a shorted solenoid. Pinpoint and visual tests, plus snapshots during a road test will help you locate the trouble.

Good Parts It’s a technician’s dream; installing the right part the first time, and see it working as it should. But we live in the real world, where even OEM parts can fail straight off the assembly line. Still, don’t make it harder on yourself than it should be.

Rebuilt master cylinders might be cheaper, but will they last? White box pads save the customer money, but do they have the same “feel,” life expectancy, or quiet operation? A used ABS controller might be tempting, but if the first one failed because of rust in the system, how long before the used one does the same?

Many shops have good success with quality aftermarket parts, and if you find a line that works for you, stick with it, because OEM options have their share of problems too. One shop I heard of went through four dealer-supplied ABS control modules before a 2001 Chevrolet Silverado was finally fixed. The first three were the new updated part number, and each one caused different problems when installed. Only by going back to the preFEBRUARY 2008

Once you become familiar with the most common ABS problems, you'll find your diagnostic and repair times coming into line.

updated part number was the shop able to find success.

Good Tools ABS service is no place for guesswork. A good digital DVOM, lab scope, or up-todate scanner is required if you’re going to test the system properly. Also, the ability to take a movie or snapshot during a test drive makes life a whole lot easier. That is, of course, if you know how to read the data.

Too many shops own equipment that no one really knows how to use. Practice with that scanner on known-good vehicles until you really know what you’re looking for. This will pay big dividends in the years ahead as you trim back your diagnostic times and stop ordering nonrequired parts.

System bleeding is a big issue, and often requires a scan tool to cycle the ABS controller in order to remove all the air. If the tool isn’t available, then safely force the system to activate during a test drive (on a gravel side road, for example), pulling the vehicle back into the shop for a re-bleed. You’ll be surprised how much air didn’t come out the first time. Some technicians have also found that pressure bleeding from the bottom up works better than gravity bleeding from the top down.

But the most cost effective tool is a membership to on-line forums like the

Canadian Technician Forum (www.canadiantechnician.ca/forum) or iATN, as well as technical help lines offered by your parts supplier.

Bouncing ideas off other technicians will save you hours of fruitless testing, and any membership fees are well worth it. Just ask Rob Ingram of Eldon Ingram Ltd. in Stratford, Ontario. His help request through iATN concerning an intermittent hard brake pedal on a ’91 Pontiac Grand Am brought nine quick replies from other members, seven of which pointed him to a common problem and the solution – moisture in the booster’s vacuum check valve that would freeze it open in cold weather.

Rob says he keeps the iATN webpage open on his shop computer all day and checks their database as a routine part of his diagnostic procedures.

Good Communication Lastly, spend some time with your customer before you turn a wrench or plug in a scanner. Today’s braking systems are increasingly complex, and the motoring public needs to know there’s not always a simple answer. Some ABS problems can only be solved by testing with knowngood parts, and control units are not cheap. If your customer is not prepared to pay, then maybe it’s a job you don’t really need. Remember the old adage: You didn’t build it, buy it, or break it... so don’t think that every vehicle showing up on your doorstep is your responsibility.

On the other hand, ABS has been around long enough now that, just like the standard brakes of the past, there’s a long list of common problems. Once you become familiar with them, you’ll find your diagnostic and repair times coming into line.

Remember, it’s as simple as ABC: Always check the basics first; Become skilled with the tools at your disposal; and Call for help and advice when you need it.

Do this, and you’ll find people lining up at your door for your ABS expertise.

Rick Cogbill is a former shop owner and a frequent contributor to Canadian Technician.

CANADIAN TECHNICIAN 23

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Exhaust tips

Shocks for older cars

Cherry Bomb has released its new 2008 catalog, featuring details on its 304-stainless steel and polished chrome tips for high-performance exhaust systems. The company has over 250 different tips that can be welded or clamped-on for a unique, personalized exhaust. The new 2008 catalog features 10 pages of tip options in various inlet, outlet and length sizes. See the full line of Cherry Bomb mufflers, systems and accessories at www.cherrybomb.com.

Cherry Bomb – For more info, go to www.aptmag.ca/products/53052

KYB has specially engineered its GR-2 shocks and struts to restore vehicle handling and control to the way the manufacturer originally intended. The shocks are intended for vehicles with more than 50,000 miles (80,000 km)

Adjustable shocks KYB’s AGX adjustable gas shocks and struts are said to offer optimum performance on

Control arms on them, which often need more than a standard replacement shock or strut. KYB says the GR-2 offers the “50K Advantage,” which compensates for age and miles driven, delivering the “new car” performance your customers expect. KYB GR-2 shocks and struts are available for virtually all domestic and import cars, light trucks and SUVs. KYB – For more info, go to www.aptmag.ca/products/52020

Expanded ride control line Tenneco has announced an expansion of its Monroe ride control product line for 2008, introducing more than 150 new part numbers. The new Monroe part numbers include a variety of application-engineered Sensathe street, at the strip, or on a road course.

AGX shocks and struts are specially engineered with an external dial that allows one to adjust damping rates without ever lifting the vehicle or removing the tires. Designed for automotive enthusiasts and performance minded drivers, the KYB AGX provides adjustable performance and is available for both domestic and import cars.

KYB – For more info, go to www.aptmag.ca/products/52019

New part numbers ACDelco’s steering and drive line features 146 new part numbers, including kits for power steering hoses and gears, power steering pumps, and rack-and-pinion steering gears. Coverage includes Cadillac SRX, Dodge Neon, Ford Crown Victoria, and Toyota Tundra.

ACDelco – For more info, go to www.aptmag.ca/products/53037

24 CANADIAN TECHNICIAN

tions. Both self-leveling products automatically adjust suspension balance and height to keep the vehicle level in all driving conditions.

They’re a direct replacement for the original units and are designed to restore the vehicle’s original handling and control capabilities.

KYB – For more info, go to www.aptmag.ca/products/52021

Spicer has released 129 new part numbers in its control arm line. The new control arms cover applications ranging from luxury imports to heavy duty pick-ups. Many of the new part numbers are designed to address ball joint or control arm failure on select vehicles.

A full listing of these new part numbers can be found by using Spicer’s electronic catalog system eSelect.

Affinia – For more info, go to www.aptmag.ca/products/52034

Suspension system

Trac shocks and struts for domestic and foreign nameplate vehicles, Monroe Reflex and Reflex Monotube shocks for light trucks, Monroe Quick-Strut assemblies, Strut-Mate strut mounting kits, and Max-Lift gas-charged lift supports. The new parts will be included in the 2008 Monroe Master Ride Control Catalog and available in the online catalog at www.monroe.com.

Tenneco – For more info, go to www.aptmag.ca/52006

Self-leveling shocks KYB now offers self contained and electronic self-leveling shocks for most popular applica-

Firestone Industrial Products has announced the availability of its Ride-Rite air helper springs for the new Toyota Tundra, both 2WD and 4WD. The Ride-Rite kit provides heavy duty support for Tundra owners to safely and

comfortably tow heavy loads by using air pressure to adjust Firestone’s air helper springs, compensating for varying load capacities and road conditions.

Firestone – For more info, go to www.aptmag.ca/products/53008 FEBRUARY 2008

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Beam wiper blade ACDelco has launched its new Beam Wiper Blade with Spoiler. This new product features an aerodynamic spoiler that enhances styling and helps reduce windlift at higher

recharges R-134a quickly and accurately. The new Cool-Tech 34288 is SAE J2788 compliant, meaning the unit recovers 95 per-

cent of a vehicle’s total refrigerant capacity within 30 minutes or less, has a charge accuracy of +/-0.5 oz., and supports mandatory filter changes. Also, the new Robinair unit can be compatible with both conventional and hybrid vehicle systems.

SPX – For more info, go to www.aptmag.ca/products/52027

speeds, improving wiper performance. Due to its innovative design, the blade provides constant pressure across the entire length of the blade to ensure a uniform wipe. The blade, first introduced in 2006, features a blend of natural and synthetic rubber for increased durability. Backed by a spring steel beam and attached to the arm through an extended coupler and a preassembled adaptor, the blade has no exposed parts, which limits clogging with ice or snow.

ACDelco – For more info, go to www.aptmag.ca/products/53007

Wheel cylinders Mopar has launched a new line of wheel cylinders to provide authentic Mopar fit and quality, priced to compete against aftermarket brands. Mopar Value Line Wheel Cylinders are an option for Chrysler, Jeep and Dodge vehicles. They meet Mopar’s strict quality guidelines and engineering specifications to ensure original equipment form, fit and function.

Mopar – For more info, go to www.aptmag.ca/products/52011

Refrigerant management Robinair has announced the availability of its next-generation, semi-automatic RRR machine—Model 34288—designed to provide the aftermarket with a cost-effective refrigerant management system solution that recovers, recycles, evacuates, leak tests, and FEBRUARY 2008

CANADIAN TECHNICIAN 25

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V-ribbed belt One of the leading complaints in regard to belts is noise, caused by misalignment, slippage, a lack of tension, belt wear, and poor design. The new ACDelco V-Ribbed Belt with Advanced Technology features a patented design incorporating EPDM rubber that helps prevent stretching and improves backside wear. The result is quieter operation and longer life than previous belts. In all, ACDelco will have

released 517 new part numbers in its belts and hoses line by the end of 2007, covering molded coolant and heater hoses, timing belts and tensioners, HD tensioners, and idler pulleys, as well as the V-ribbed serpentine belts. More than 313 of the new part numbers are Fleet Runner Belts — new long-life belts made primarily for medium and heavy-duty trucks.

ACDelco – For more info, go to www.aptmag.ca/products/52001

“The information you get is incredible. You always pick up something you can use in your business.”

Matco has released a new 8-inch-long Fine Tooth Ratchet (part number BFR8TMA) featuring a dual component streamlined ergonomic handle specifically designed to handle both underhood and undercar applications with ease, comfort, and access. Its 60 ratchet gear teeth produce only a 6-degree swing arc allowing faster work in the most compact spaces with smooth ratcheting action. A streamlined TearDrop Ratchet Head provides optimum access in the most compact areas with closed head design to prevent entry of dirt and dust that can reduce efficiency.

Matco – For more info, go to www.aptmag.ca/products/51006

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

26 CANADIAN TECHNICIAN

An electronic version of Mahle’s new 20072008 Racing Components catalog is now available. The 32-page publication includes an overview of the company’s performance pistons and rings, as well as technical information and a brief history of the company.

There is also an application table to make sure the product you’re ordering fits the application in your bay.

Mahle – For more info, go to www.aptmag.ca/products/53010

Fine-tooth ratchet

– Roydon Rump, a member of the Automotive Aftermarket E-Learning Centre

Jumping into the management

Racing components

OTC has introduced its new HD Scan (part number 3417) designed to provide fleet owners and professional automotive technicians who service Class 1 to Class 8 passenger cars and trucks, with a cost-effective heavy-duty standard software and Global OBD-II testing solution that makes interpreting heavy-duty diagnostic data a lot more clear and accessible, while adding advanced graphing and automatic recording capabilities into a large color display scan tool.

Built upon the legacy of the popular Genisys scan tool technology, the HD Scan supports most truck OEM and heavy component manufacturers’ product lines and comes fully equipped with existing Genisys software titles.

SPX – For more info, go to www.aptmag.ca/products/52031

FEBRUARY 2008

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Diagnostic hardware Panasonic’s Toughbook notebook computer has been selected as the preferred PC platform for Snap-on Diagnostics’ ShopStream software. According to Panasonic, the Toughbook, which was designed to withstand the rigors of the automotive service bay, helps maximize the value of the ShopStream solution.

ShopStream is a workflow connectivity standard designed for both Mitchell 1 TeamWorks and ShopKey Professional software suites. The diagnostic software integrates with the shop management, estimating, and repair information systems.

Panasonic – For more info, go to www.aptmag.ca/products/53025

Digital micrometer Matco’s new DIGMIC1 Digital Outside Micrometer is said to offer fast and extremely accurate measurements, in both English

and Metric formats. The resolution is 0.00005” (0.001mm).

Matco – For more info, go to www.aptmag.ca/products/51007

Compressor oil CRC Canada has announced the addition of Compressor Oil to its line of automotive chemicals and shop supplies. CRC Compressor Oil helps promote longer life in all types of reciprocating and rotary compressors.

The oil is solvent refined and clay-filtered for a long lasting, anti-foul operation. Safely cleans valve seat deposits and extends compressor life. Applications include: Portable and stationary rotary screw compressors, rotary vane compressors, and single or multi-stage reciprocating compressors.

CRC Canada – For more info, go to www.aptmag.ca/products/51011

EVAP tester The LeakTamer Plus EVAP Smoke Machine (part number 6521) by OTC is a versatile, diagnostic, one-button tester built from the ground up to specifically test and repair OBD-II EVAP system leaks while operating in accordance with major automakers’ EVAP testing specifications and needs. The OTC 6521’s state-of-the-art electronics precisely controls the critical pressure and flow rates needed for testing today’s advanced EVAP systems. It also features an electronic safety valve that automatically shuts off airflow into the vehicle’s EVAP system every time the tester shuts off.

SPX – For more info, go to www.aptmag.ca/products/52029

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 service 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

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

FEBRUARY 2008

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

February 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

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Collision.

Unrefined oil.

Ring-shaped reef or chain of islands.

The ABCs of ______ (see page 22).

Inquire.

Hose-like cylinders for containing or conveying materials.

Top level.

Valerie ______; former U.S.spy ‘outed’by the Bush administration.

Type of manifold.

Jeep SUV. Captive import brand created for the Canadian market by GM as a counterpart to the Geo. Electrical component.

Device for controlling the flow of liquid or air.

British car magazine.

Increasingly common acronym for repair shop or shop owner.

International oil standardization committee.

What speakers are for.

Automobile produced by the Eagle division of Chrysler.

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Car body style.

This makes waste.

Twice as much.

Hook.

Bird of prey.Also one of the earliest SUVs,from AMC. Association for hoist manufacturers.

Seoul,South Korea-based auto manufacturer.

Keep cars in the proper spots.

Commuter vehicle,run on rails.

Big. Collective term for purveyors of news and entertainment.

Series of large luxury flagship sedans produced by MercedesBenz (two words).

Shafts upon which wheels are mounted.

Utilize.

Keep away from.

Respond.

Edge.

GMC vehicle billed as the world’s first two-mode hybrid SUV.

October 2007 Auto Puzzle W A

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Congratulations to Lori Button of Dowal Auto Service in St.John’s,NL,winner of ChevronTexaco racewear for solving our October 2007 puzzle.

Win $100!

Send your solved puzzle to Canadian Technician.We’ll draw a winner on April 17, 2008.Send to 451 Attwell Drive,Toronto, ON M9W 5C4.Or fax to 416-614-8861.

Name: Workplace: Work address: Phone:

email:

Question of the Month: What is the least dependable car on the market?

* Answers may be published in Canadian Technician.

© 2008 Chevron Lubricants Canada Inc. All rights reserved. All trademarks are the property of Chevron Intellectual Property LLC. © 2008 Chip Ganassi Racing with Felix Sabates. All rights reserved.

AUTO PUZZLE

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Moving forward, we will continue to embrace vital new technology that translates into value-added solutions for your business. We’re looking towards the future, but we’ll never outgrow the world-class performance and solid technical expertise that got us here in the first place.

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

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continued from page 30 counted off the suggestions on his fingers.

“The ECU needs to know alternator load, so replace the ELD first; look for a blown ELD fuse; check for bad diodes in the alternator; look for a bad distributor cap or oil inside the distributor. They even suggested it could be a bad ECU.” This didn’t sound good. “So what are you going to do?”

Basil grimly pulled his cap down tighter on his head. “I’m going to dig deeper, that’s what.” He gathered up some pinout charts, grabbed his hand-held meter and headed for the car. “Cover me,” he said. “I’m going in.”

We figured it best to leave The Great One undisturbed, so we were halfway through lunch before he finally staggered into the room. “At last!” he groaned, easing himself down into his favorite chair. “The whole problem turned out to be bad grounds at the ECU. I had up to 2.6 volts at the ground pins – that’s a lot of resistance!”

“Did you find the cause?” asked Tooner.

“Yes!” Basil declared hotly. “The computer ground wires attach to the transaxle, but somebody forgot to reinstall them after a previous repair!”

“Ah,” piped up Quigley, “that reminds me. The customer did mention that the car had received extensive body shop repairs earlier this year, and that the rough running problem started soon after.”

Basil glared at him. “Now you tell me!”

Beanie laughed out loud. “Hey Basil, remember what you said this morning?

‘Resistance is good for you; it builds character.’ Just think of what a better man you are today because of this problem!” He picked up a chocolate and popped it into his mouth before passing the box to Basil.

“Want one?”

Basil stared at him. “What are you doing?”

Beanie grinned. “I’m following your example. From now on, I’m avoiding the paths of high resistance – life runs better that way!”

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MARCH 2008 Feature Article: Equipment New Technology: Oil Product Focus: Air Conditioning

Rick Cogbill is a licensed technician and former shop owner in Summerland, B.C. Send your Car Side story ideas to rick.cogbill@shawcable.com.

FEBRUARY 2008

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The Car Side

By Rick Cogbill

Sometimes a rough running Acura leads to a chocolate-covered life lesson.

“SO WHAT’S IT GONNA BE, BEANIE?” Our young apprentice stared at the box of chocolates. “Gee, I don’t know, Toon. I made this New Year’s resolution and...”

Tooner sadistically waved the box under Beanie’s nose. “...and what? The girlfriend thinks you’re getting fat?

C’mon; everybody knows a New Year’s resolution is meant to be broken!”

“Hang in there, Beanie,” advised Basil.

“Resistance is good for you; it’s the mortar that strengthens the foundation of the soul.”

Beanie frowned. “Could I have that in English?”

Basil sighed. “It builds character, my boy, it builds character. However...” He leaned forward and reached for the box. “…my tower of character has reached its zenith, so I’ll gladly try one of these.”

I felt sorry for The Bean as we polished off the first layer, but it’s his own fault; in my book, you should never make a promise you can’t keep.

As Basil licked his fingers clean, I handed him a set of keys. “Now that you’re sufficiently re-energized, check out this 1997 Acura with a rough-running 3.0 liter engine.” I glanced at the repair order Quigley had printed out. “Let’s see...

Apparently, and I quote, it ‘idles a little rough but really runs like crap anytime you’re off idle.’” I handed him the order.

“Misfiring, backfiring, surging... it’s all yours, big guy.”

Basil dabbed his mouth with a napkin.

“Leave it to us, Slim. We’ll have an answer for you shortly.”

“What’s with the ‘We’,” asked Tooner, scratching his head.

Beanie sighed. “I think he meant himself and all those chocolates he ate.” He shook his head. “I should never have made that resolution.”

I went to check up on Basil’s progress later and found him at the shop computer, perusing diagnostic flow 30 CANADIAN TECHNICIAN

The path of most resistance

charts. In answer to my query, he pointed to the note pad on the counter.

“We’ve got a P1297, which refers to problems with the ELD.” “An ELD?” “Electronic Load Detector.”

“I’ve never heard of it.”

Basil shrugged. “It’s basically a small amp meter located in the underhood fuse box that helps the ECM monitor electrical load, so it can turn off the alternator when it’s not needed, in order to reduce the mechanical load on the engine. I believe the goal is to increase power and conserve fuel, but I can’t see how it could affect the ignition side of things.”

“So you think we have an ignition problem?”

“It would appear so.” He referred to his check list. “The fuel pressure is within spec, the mixtures are good, and secondary voltage is over 30K.” Basil’s test-

ing of the crank and cam sensors showed a good solid pattern as well.

“However, on the oscilloscope the ignition pattern looks very choppy, and although the signal to the ignition module is steady, the output signal from the ignitor to the coil is erratic.” He sighed.

“I’m thinking we have a bad ignition module, but I can’t be certain.”

I frowned. Usually Basil is more definite with his diagnostics. “How about phoning your buddies down at the Honda dealership and see what they think. I refuse to throw on parts it doesn’t really need.”

Basil took my advice, but when he hung up the phone he didn’t look hopeful.

“Not much help there,” he said. “They say it does sound like a module, but recommended a few other things as well.” He

continued on page 29 FEBRUARY 2008

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