Canadian Technician July/August 2014

The credit card was no good and now you’re

On The Hook

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Celebrating the trades Skills Canada competition draws thousands of students

How to protect yourself… and your business

Visibility goes high-tech Some wiper problems can trigger trouble codes.

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contents

Canadian Technician – July-August 2014 – Vol. 19 No. 5

FEATURES On the hook.......................................................................20 Credit card fraud hits Canadian service auto repair shops with frightening regularity. Here’s how to protect your business from the devastating impact.

Ready for high-tech wiper motors? ..................................22 The use of local interconnect networks in wiper systems means it may sometimes be necessary to use a scan tool when you’re changing out a wiper motor.

COLUMNISTS It’s Your Turn by Bob Ward................................................... 15 Collective Wisdom by Alan Beech ...................................... 16

22

The Car Side by Rick Cogbill ................................................ 30

30

DEPARTMENTS Service Notes .................................................. 5 EyeSpy ............................................................. 7 Letters .............................................................. 7 Out & About ..................................................... 9 By the Numbers ............................................12 Products.........................................................26 Ad Index .........................................................29

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SERVICE NOTES CANADIAN

Window shopping for a career In times of economic instability, skilled trades have become an attractive alternative.

VOLUME 19

NUMBER 5

By Allan Janssen 451 Attwell Drive, Toronto, Ont. M9W 5C4

British Columbia has taken a big step toward supporting skilled trades in the workforce.

A new 52-page report from WorkBC – the provincial body that matches workers to work opportunities – promises to re-engineer education and training to give students the kind of skills that today’s jobs demand. Twenty years ago that might have been code for a greater emphasis on academics, university placements and white-collar careers.

These days, it means promoting skilled trades.

According to B.C. Premier Christy Clark, the province expects a million job openings over the next eight years, and filling them will be a significant challenge.

“The foundation for our growing economy is a skilled workforce,” she writes in the foreword to the new Skills For Jobs Blueprint.

According to the plan, young students will learn about job opportunities earlier, and have better access to hands-on training so they can decide where to focus their energy. There will also be more scholarships and grants for skilled trades and the province will work even closer with industry on apprenticeships.

Art Wilderman, executive director of the Canadian Independent Automotive Association, says the implications are “huge” for the skilled trades in that province.

“The review that we helped push for is indicating a shift in funding, away from the academic focus of the past to a trades focus,” he says.

Well, it certainly looks like the province is off to a strong start.

British Columbia is not the only provincial government to acknowledge the value of skilled trades. Across the country, praise of skilled trades has become a common refrain among politicians. Whenever governments talk about job creation and economic prosperity, traditional blue-collar jobs are a signif-

icant consideration.

It would appear that the bombardment of advertising in recent years aimed at steering young people into trade schools has truly moved the needle. Skilled trades have become sexy. It’s about time!

As anyone who has been to a Skills Canada competition can tell you, there’s palpable excitement among students about the opportunity for creativity, fulfillment, and wage security in jobs that involve design, construction, fabrication, and mechanics.

I spent an afternoon at the most recent Skills Canada national competition.

This was no small affair. It filled several halls in the massive International Centre conference facility in Toronto. Quite frankly, it was difficult to negotiate the aisles, plugged as they were with excited students window-shopping for a job.

They’re eager to work with their hands, to build a career, if not a life.

It’s a welcome change from the decades when academics were prized above practical skills, and universities were the default destination for graduating high-school students.

More and more students are giving trade school a chance. Skilled trades have captured their attention. Now we have to make our industry even more welcoming.

If you don’t have any apprentices, consider what they might bring to your business. Workforce stability if nothing else.

If you do have apprentices, I hope you’re encouraging them, actively teaching them, and working with them to help them achieve their goals.

Let’s take advantage of the new attitude toward skilled trades and make these eager young workers comfortable in our world.

EDITOR Allan Janssen allan@newcom.ca (416) 614-5814 CONTRIBUTING EDITOR Sarah Voigt sarah@canadiantechnician.ca PUBLISHER Joe Glionna joe@newcom.ca (416) 614-5805 CIRCULATION MANAGER Lilianna Kantor lily@newcom.ca (416) 614-5815 DESIGN & PRODUCTION Tim Norton production@canadiantechnician.ca (416) 614-5810 GENERAL MANAGER Joe Glionna PRESIDENT Jim Glionna PUBLISHED BY Newcom Business Media 451 Attwell Drive Toronto, Ont. M9W 5C4 Canadian Technician is published six times a year by Newcom Business Media, Inc., 451 Attwell Drive, Toronto, Ont. M9W 5C4. The magazine serves the Canadian automotive repair and service industry. Subscriptions are free to those who meet the criteria. For others: single copy price: $5.30; one-year subscription in Canada: $42.00 ($40.00 plus applicable taxes); one-year subscription in U.S.: US$60; one-year subscription in all other countries: US$90.

Copyright 2014. All rights reserved. The contents of this publication 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, Ont., M9W 5C4. Printed in Canada. Second class mail: Postage paid at Toronto. Canadian Publications Mail Sales Agreement #40063170. ISSN 1710-7644.

:H DFNQRZOHGJH WKH ÀQDQFLDO VXSSRUW RI WKH *RYHUQPHQW of Canada through the Canada Periodical Fund of the Department of Canadian Heritage.

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I want to hear what you think. You can reach me at allan@newcom.ca JULY/AUGUST 2014 CANADIAN TECHNICIAN

5

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LETTERS

EYE SPY

Roasting on an open brake

LAW SAYS YOU’RE RESPONSIBLE FOR CUSTOMER’S CAR Concerning your “Key Drop-off” web story (www.tinyurl.com/ct-keydrop), when a person (the ‘bailee’) acquires temporary possession of a chattel by arrangement with the owner, the bailee is liable for damage done to goods while in his or her possession. In this case, the dealership accepted the temporary possession of the vehicle by accepting the keys into a night drop box. Accordingly, the dealership is liable for the keys being taken and the vehicle stolen.

Paul Eberth Maskwacis, Alta.

STAY CURRENT TO ANSWER CUSTOMER QUESTIONS Regarding Terry Elm’s web story about the growing use of ethanol in motor vehicles (www.tinyurl.com/ct-terryelm), I know that Terry is a true asset to our service industry. It’s especially noteworthy to read his comments about the recent National Ethanol Conference.

Technicians who read his article should stop and answer his question: Will you be ready – and certified – to answer your customers’ car questions properly?

Bobby Likis Bobby Likis Car Clinic Pensacola, Fla.

Daniel Palmieri, a technician at Woodbridge Toyota in Woodbridge, Ont., found the source of “severe brake howling” when he pulled the wheels off this brand new 2014 Corolla. It seems a squirrel found a great place to hide one of its chestnuts – wedged between the caliper carrier and the rotor hub. Thanks to parts and service fixed operations manager Julio Savarino for sending in the photo.

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

ONGOING TRAINING WOULD BENEFIT ENTIRE INDUSTRY Thank you! Your March editorial (“Mutually Assured Success,” Service Notes, March 2014) was music to my ears – especially when you said, “I hope we’ll see the day when repair shops associations and warehouse distributors work together, pooling their resources, to create a unified system of ongoing training and accreditation.” That is a concept I’ve been working towards for years but there is huge push back. Do the math. If as little as one quarter to one half of one percent of Canadian sales from WDs and parts manufacturers went to a group like AIA Canada to be managed for the benefit of the entire industry, we’d have a program that would truly move our sector to the highest level.

Bob Greenwood Automotive Aftermarket E-Learning Centre Abbotsford, B.C.

MAKING THE CASE FOR ONGOING TRAINING I enjoyed your editorial regarding the relationship of jobbers and train-

ing sources (March 2014). As ACDelco’s district sales and service manager in the territory of British Columbia, I’m responsible for ACDelco’s training efforts in B.C. I can tell you that the issues you identify certainly hold true here. The shops that belong to the ACDelco program have access to about 400 courses that can be accessed online and in person at instructor-led courses, but they’re very much under-utilized. Your editorial is a good discussion talking point in the case for training.

Eric Sifton ACDelco DSSM British Columbia

TECHNICIAN DAMAGE OFTEN FALSELY REPORTED AS DEFECTIVE PART I read your article about quality control with great interest (“How Good Is That Part?” March 2014). I have a deal with a couple of manufacturers. They give me their returned products for inspection. I can tell you that 90% of these returned products were damaged or misused by the technicians.

Prof. Thomas Brown Centennial College Toronto, Ont. JULY/AUGUST 2014 CANADIAN TECHNICIAN

7

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OUT & ABOUT

Ontario technician won’t face charge of criminal negligence causing death Charge stemming from deadly crash dismissed… but Joe Ramono of Scarborough, Ont. must stand trial on new charge of uttering a false document.

By Allan Janssen The automotive technician who certified a 17-year-old vehicle as safe one month before it was involved in a deadly crash will not face a charge of criminal negligence causing death.

The charge against Joe Ramono of Scarborough, Ont. was dismissed June 6, 2014 by Ontario Superior Court of Justice Judge Robert Graydon.

Graydon did, however, order Ramono to stand trial on a new count of uttering a false document – a safety certificate that gave a clean bill of health to a 1995 Dodge Ram 2500 pickup with over 400,000 kilometers on the odometer. The charge was requested by the prosecution, in response to testimony heard during the preliminary trial. The testimony is covered by a publication ban and cannot be reported.

Crown attorney Lisa Wannamaker said the prosecution will review Graydon’s ruling to determine if there are grounds to appeal to a higher court judge to force Ramono to stand trial on the charge of criminal negligence causing death.

“We’re still exploring our options,” she said. “If that was the right decision

in law, then that is what it is.”

Ramono, who told Canadian Technician he has been on leave of absence from his job as an automotive technician since he was charged, says he did nothing wrong.

“Of course I checked that vehicle,” he said as he was leaving the court in Cobourg, Ont. “There was nothing wrong with it.”

Ramono was charged in November 2012 with criminal negligence causing death, following an investigation by the Peterborough detachment of the Ontario Provincial Police and the Ontario Ministry of Transportation.

The charge stemmed from a fatal head-on collision near Peterborough, Ont. on Aug. 3, 2012, in which the Dodge pickup, driven by 21-year-old Joseph William Towns of Lakefield, Ont. crashed into a vehicle driven by Abigail MacNaughton, 27, of Peterborough.

MacNaughton died of her injuries.

Towns was charged with dangerous driving causing death, criminal negligence causing death, and two counts of uttering false documents.

Ramono had certified the Dodge pickup truck as being safe a month earlier, on July 4, 2012. The results of the police investigation into the crash suggest that the pickup truck did not meet safety standards and shouldn’t have been on the road.

The criminal case is now underway in Peterborough, Ont.

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CRA clarifies HST/GST charges on cores If you’re selling parts to consumers, do you know how to apply GST or HST on cores?

The Canada Revenue Agency has released a PDF designed to clarify the matter.

The info sheet explains how the GST or HST applies to core charges (or “casting charges”) for automotive parts sold by vendors who are GST or HST registrants. It includes examples

of what to do under several different circumstances.

The situation gets complicated because some vendors impose a core charge to encourage customers to bring used parts back while others do not. Similarly, sometimes the customer comes with the old core in hand, while other times the core is not returned.

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Manitoba student takes top spot at Skills Canada

By Sarah Voigt Manitoba’s Clark Holmes is Canada’s school level. Brandon Liang, a Grade top automotive apprentice.

12 student at Camrose Competence The Red River College student won High School in Alberta won gold. the gold medal for automotive service Silver went to Ethan Raymond from at the 20th Skills Canada National Bluewater Collegiate in Walkerton, competition last week in Mississauga.

Ont., while Matthew Dyck from Holmes outranked the country’s top post-secondary students in a two-day competition that covered service information retrieval, engine mechanical, fuel systems, engine management, ignition systems, vehicle emission systems, electrical accessories, electrical, braking systems, suspension and steering, power trains, From left, Stanton Larose, Clark Holmes, and James Bowes hoist component identifi- their flags at the Skills Canada national competition in June. cation, and precision measurement.

Highland Secondary School in Comox, This year, competitors were tested B.C. won bronze. on a Volkswagen Jetta Trendlines+ Gold winner Liang says Skills Canada 2.0l, and an Audi A3 2.0T Quattros as is what got him interested in the trade, well as classroom equipment provided and he’s found his calling as a service

by Consulab and a number of local technician. trade schools.

“My teacher got me into skills two Holmes will go on to represent year ago and I’ve been hooked on it Canada at the 43rd WorldSkills ever since. I’ve always had a passion for Competition in São Paulo, Brazil in cars but I never thought I’d be working 2015. on them for a living before this.”

James Bowes, an apprentice at Raymond says the competition was Steele Ford Lincoln in Halifax, N.S. challenging but well worth it. earned silver in the automotive service “It is very difficult, and not post-secondary category. Bronze went something I take lightly, but they do to Stanton Larose from Algonquin challenge us and I personally really like College in Ottawa. the challenge,” he explains. “I didn’t Bowes, who has competed four do a whole lot of preparation. I tried to times at the national level, says competake it easy and clear my head. I went tition experience is key to his success. over my textbook a few times and some “Competing in previous years overall review of a vehicle and I think definitely gives me an advantage. You it paid off.” learn what you can ask and what you Alongside the automotive service should ask. You don’t waste as much contenders, over 500 students time doing things that you won’t get competed in 42 trade competitions good results from,” he said. “I’ve across the six major trade sectors: learned to manage my time well.” construction, services, manufacturing, The national skills competition also transportation, information technology showcased trade students at the high and employability.

Not a man’s world anymore ‘Times are changing’ for women in the automotive world, attendees told at AIA Canada’s first-ever Women’s Leadership Conference.

By Sarah Voigt The clear message at AIA Canada’s firstever Women’s Leadership Conference in Niagara Falls, Ont. was that women have an important role to play in the automotive industry in Canada.

More than 90 women from across the automotive industry attended the two-day conference in June, which featured several notable guest speakers, a panel discussion, and a trade show.

The event, billed as an opportunity for women in the industry to network and share their professional experiences, opened with a video message of encouragement from the federal Minister of Transport, Lisa Raitt.

“Transportation is not a man’s world anymore,” Raitt said. “It has been mostly a man’s world for a very long period of time. But times are changing.”

Raitt, who is the first woman to serve as Minister of Transport, spoke of her experiences in professions dominated by men, particularly as an executive with the Toronto Port Authority before she became an MP. She was the first woman to be named Toronto’s harbour master.

Margot Micallef, founder and president of Oliver Capital Partners Inc., followed Raitt’s address and spoke about “success as a journey” and how mentorship can help someone survive life’s “free-fall moments.”

Susan Hitchon, from Schrader

Dianne Craig, president and CEO of Ford Motor Company of Canada.

Attendees who dared to go on stage to sing a reworked version of the Beatles Twist and Shout got a free copy of speaker Margot Michlaf’s book.

International, moderated a panel discussion with women in leadership positions in the industry. It featured open and often frank conversations on everything from professional experiences to tips for success.

The keynote speaker was Dianne Craig, president and CEO of Ford Motor Company of Canada. She spoke on the importance of leadership both in times of crisis and success, using the financial challenges and turn-around of Ford over the past decade as a benchmark.

The afternoon was devoted to a “Hat Shop” trade show that focused on the many hats career women wear. Exhibitors gave 10-minute mini information sessions on subjects that included time management, health and wellness, finances, and personal style coaching.

Kelly Williams of Kelly’s Garage gave a mini car clinic at her booth, quizzing attendees on the importance of regular maintenance.

“I’m used to having all-women

audiences at my car clinics, but there was a completely different dynamic at the conference. It was a great opportunity to connect with other women in the industry to share experiences and also to network.”

The day’s events were closed by an emotional and inspirational speech

by Amanda Lindhout, author of New York Times bestseller A House in the Sky, and founder of the Global Enrichment Foundation, who told her harrowing tale of being kidnapped and held hostage in Somalia for 460 days.

AIA chairman Robert Pitt was the only male in attendance.

“This conference was about the contribution that women in this industry have made to its success today and more importantly to its future success and stability,” said Pitt.

Due to the overwhelmingly positive response from both attendees and presenters, AIA Canada has already begun drafting plans for next year’s Women’s Leadership Conference.

JULY/AUGUST 2014 CANADIAN TECHNICIAN

11

OUT & ABOUT

By the numbers

Stats that put the Canadian automotive aftermarket into perspective.

22.7 YEARS 6,600

The number of plug-in electric cars driving on Canadian roads as of April 2014.

Married couples are 36 times more likely than the average person to spend money on vehicle maintenance and repair.

Annually, the average person in this segment spends $1,010 per vehicle on these services. The average single person spends an annual average of only $621.

36x

%

65

The percentage of American repair shops that have at least one employee who has been with them for more than 20 years.

%

20

The percentage of new light-duty vehicles that were sold to fleets in Canada during 2013.

Ford ranks highest in “fleet dependence” with 30.2% of all Ford vehicles sold last year going to fleets.

2.38

MILLION UNITS

68 percent

The portion of luxury-vehicle owners in the U.S. that opted for a maintenance package during the first year of ownership. Among other brands, just 46 percent of owners chose this option.

$340,500 1,725 The average annual revenue for a small or medium-sized automotive repair maintenance shop in 2010, according to Statistics Canada.

Profitable automotive businesses accounted for 79.4%, with an average annual net-profit of $35,500. The remaining 20.9% that failed to turn a profit claimed an average annual netloss of $21,900.

12

CANADIAN TECHNICIAN JULY/AUGUST 2014

The total Canadian car and truck output last year. Canada has the most export-intensive auto manufacturing industry in the world, with nearly 90% of overall production exported to the U.S. and Mexico.

LITRES PER VEHICLE Average gasoline consumption in the Canadian fleet of 22.9 million light vehicles. Total consumption of gasoline in Canada: 2011 – 39.74 million cubic metres 2012 – 38.47 million cubic metres 2013 – 39.51 million cubic metres

SICK DAYS Public-sector employees in Canada took 10.9 sick days in 2011, while private-sector employees missed 6.7 days that year.

Sources: Western Washington University Center for Economic Vitality, IBISWorld Household Spending Guide, DesRosiers Automotive Consultants, Scotiabank Global Auto Report, J.D. Power & Associates’ 2014 U.S. Customer Service Index, Automotive Aftermarket E-Learning Centre’s 2013 Semi Annual National Survey, Statistics Canada Small Business Profiles 2012, GreenCarReports, Bloomberg News.

The length of time that the average owner of a Canadian independent repair shop has been in business.

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ITS YOUR TURN

A whole new generation… a whole new consumer Using social media to promote your business and keep in touch with your customers is no longer an option… it’s a must! By Bob Ward

Have you noticed any changes in the way your younger customers want to communicate with you? We certainly have!

There was a time when they preferred to deal with us face to face.

Then it seemed that the phone was their preferred method of communication. For today’s young people, it’s all about mobile electronics.

In order to serve the under-25 crowd, we’ve had to start embracing their technology. Texting, Twitter, and Facebook are just the start of the list!

And while it involved a learning curve for us, it has become clear that there are some real advantages to the latest forms of communication.

For one thing, we can now send technical service bulletins, pictures, and videos to help our customers understand the services we provide. And repair estimates are available to them at the touch of a phone screen, no matter where they are or what they’re doing.

This is the kind of instant and convenient service they’re looking for.

But to provide it, we had to learn about social media.

• We needed to have a presence there so our existing customers could stay in touch with us, and prospective customers could find us.

• We had to start marketing ourselves online, rather than in traditional media.

• We had to learn how to play by the rules of sites like Google, Facebook, Yelp and Twitter so we could be effective in this new space.

• We had to learn strategies to ensure that our name would be prominent when local people were looking for an automotive service provider.

• And, most importantly, we had to learn how to ask for the sale in cyberspace. That was a whole new skill for us. We were used to doing that face-to-face, where we could see the customer’s facial expression, or over the phone where we at least had the sound

of their voice to gauge their reaction.

It’s a new day, and this is a whole new kind of consumer. The younger generation gets all of its buying information online these days. If we want to win their business, that’s where we have to be.

The rewards come when you start getting positive reviews from this increasingly important demographic.

Treat people right and you’re bound to get great responses online.

Of course, you’ll probably get a few bad reviews too. Dissatisfied customers sometimes post a bad review to damage a company’s reputation, or get revenge for a perceived injustice – often without ever discussing their concerns with the company.

Don’t worry about bad reviews. Just keep in touch with your customer base, answer all their questions, and monitor any references to your company that you can find. When there’s a problem, deal with it quickly and seek a mutually acceptable outcome.

You’ll find that just keeping the lines of communication open gives you a lot of credibility in today’s market.

Your young customers live in a busy world, and their time is precious to them. They want us to interact with them on their terms and at their convenience. It can be tricky, and it will probably take up more of your time than you’d probably like, but once you get into the rhythm, it gets easier.

And the rewards are undeniable.

Bob Ward is the owner of Auto Guys in St. Thomas, Ont.

JULY/AUGUST 2014 CANADIAN TECHNICIAN

15

COLLECTIVE WISDOM A management feature that explores the lessons learned in performance groups.

A call for help We can all agree the telephone is an important part of your business… but like any ‘employee’ it needs to be managed!

By Alan Beech

DEAR JEREMY Thank you for your letter. You are what we call a technician-owner. You wear both hats. And I know that your frustration comes from the fact that you want to perform repairs for your clients to the highest quality, but the phone distractions are getting in the way of your repair responsibilities.

Nevertheless, I think you’ll agree that phone calls are not always N a f unwelcome.

A o L r e A n DEAR r help! I’m a shop ow ree of Every business has “peaks” and “valleys” during the year. And th ou tion. All I need y ra when you’re not as busy, the phone can be a great source of new e p o t s n ghe ree-ma d the tou n business.

You may have advertised to bring some attention to your a small th .. r. o o ing on the fl the ring shop, or you may have used flyers in the neighborhood. In any is h it us work w eal one on d ave to d h case, the phone is ringing, and that’s not necessarily a bad thing. rk I o w g t in ec th mers exp ep in e to s So Jeremy, I’d like to suggest a shift in how you view your -d u w C o ! e lb e phon d on as I’m e o ll situation.

Rather than see the phone as a business breaker, think s u p s t a e t dIg time, bu rings an c of it as your best friend. All you need is a strategy for when that e u n d o h ro p e my p a job, th lem for b best friend gets in the way. f ro o p a lity is is the qua ts away. Th Firstly, I get that you can’t be working on the cars and c e ff a e n th t it also cused o answering the phone at the same time. That’s a recipe for fo tivity bu e b to . I need calls, I’m k e r k disaster.

The first and most obvious solution would be for you o w ta y to m ave ou can nd. If I h y a to stop working on vehicles.

Put on a white shirt, hire another h s t A a . s k ke tas eed ke mista n a tech, and start running the business from the front counter.

I m . h to ig is h bound on level ti (Just a note about the white shirt: this was the advice of one a tr s u fr tell, my of our group members.

It is to prevent you from being n! a solutio tempted to go back and work on the floor!)

Having you on the front counter would ensure that you —Jeremy are truly in charge of both managing customer expectations and making the business profitable. Each repair order would be properly priced, and the complete job would be sold. In your current system, you compromise quality of work and communication with your customers. If they get frustrated with the communication they may not return for service.

Many technician-owners have had a tough time taking this advice but once they make the transition, they start to truly realize their profit potential and understand how they can grow their business by being on the front counter. When you’re on the front counter, you see all aspects of the business better.

If you’re not willing to come off the floor, the next best thing is to hire someone who can work the counter, quote jobs, track parts, and take phone 16

CANADIAN TECHNICIAN JULY/AUGUST 2014

calls. But be careful. This has to be the right person. Quite frankly, it should be you. The person on the counter represents your business. They have control of quoting and selling jobs. It’s a huge responsibility… and no one would take that more seriously than you, as the owner of the business.

If these first two solutions don’t appeal to you, it might be a good idea to consider hiring a call centre service to deal with your phone calls. This is something that car dealerships have been doing for a while now,

particularly ones that have more than one location. All the incoming calls are handled centrally, relieving staff at each location. There’s no reason the independent automotive aftermarket can’t have the same kind of system.

There are options out there, and they don’t have to cost too much. They can be set up to act almost like an in-house service advisor. It’s true that customers don’t necessarily like dealing with call centres, but they may not even know that this is the case. If you can find one that is automotive-specific, they’ll definitely be able to handle all of your customers’ concerns and questions… as if they’re on site. It is like a “rent an advisor” service.

A good customer care centre could have your management system in front of them at all times and be armed with a great working knowledge of your business.

They’d have the ability – through modern phone systems – to quickly transfer calls that need your immediate attention as if they were on site.

Wouldn’t it be great to have a professional-sounding person answering all incoming calls by saying, “Thank-you for calling Jeremy’s Auto Service. How can I help you?” They would go on to book appointments and handle requests for basic menu quotes.

that customers would otherwise call about.

A proper website will give your business hours, provide directions, a description of the services performed, and even give quotes on basic services such as maintenance items and tires. This website can be a means of communicating with your customers especially if you enable them to book appointments and ask questions online.

A professional

This service could also be used to grow your business by making follow-up thank you calls. If this is something you’re not currently doing, you’ll find it to be a real boost in ensuring customer satisfaction.

As I said, this kind of phone service is becoming more and more popular – particularly among new-car dealers. But the independent aftermarket can easily get in on that game. And it would be a sure-fire way to reduce the peaks and valleys that plague your business. This is where customer care centres really shine. It is the kind of strategy used at dentist offices.

The centre would appear to your customers to be coming directly from you, solidifying appointments and handling common concerns.

Many repair facilities have found that they can greatly reduce their new-customer acquisition cost by using the service. They can retain their existing customers rather than be forced to find new ones through advertising, and all at a fraction of the cost of hiring another service advisor.

The final item that I’d like to talk about is the role of your website in reducing calls and growing your business. A well-designed website will often answer a multitude of questions

website doesn’t come cheap and you should not have one done by an amateur just to save money. The website should be considered a silent service advisor talking about your business 24/7.

So, as I said, come off the floor and start to properly run your business from the front counter. If you can’t do that, hire a full-time service advisor or use an automotive customer care centre at a fraction the cost.

And above all, you need to shift your view of the phone. You have to stop thinking of it as a distraction, and start thinking about it as a means to help your business grow and become more profitable. The phone helps bring people to your shop so you can impress them. Be aware of your ultimate objective. You want to get people to visit your shop and purchase your products and services.

When you think of it that way, you see that the phone is very worthwhile as opposed to the distraction model that you started your letter with.

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

JULY/AUGUST 2014 CANADIAN TECHNICIAN

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We asked for nominations... and, boy, did we get them!

Thank you for sending us some excellent candidates for our annual

Canadian Technician of the Year Award.

Judges are now taking a close look at the nominations we’ve received.

Among the field of candidates: Q a young technician who showed so much promise he sparked a bidding war between two local repair shops Q a speed-loving drag racer who also volunteers with the local Heart & Stroke Foundation Q the owner of an “earth-friendly repair shop” who is instrumental in developing the community’s first car share program Q a Subaru technician known by his coworkers as “Techline” for his ability to solve any diagnostic conundrum Q a mountain biker who rose through the ranks from apprentice, to journeyman, to assistant manager Q an eagle-eyed diagnostic technician who placed third at the Skills Canada national competition Q a diesel tech who started out washing trucks, and has become an indispensible part of the management team Q a Senior Ford Master Technician who didn’t let a hip replacement slow him down Q a Volvo technician who was invited to attend the care company’s international technician show-down in Sweden Q a technician who is the go-to guy for every shop in town when they face a tough diagnostic challenge.

And more besides!

In our final issue of the year, we’ll introduce you to the Canadian Technician of the Year We’ll be handing out $10,000 in cash and prizes to the winner, runners-up, and the insightful people who nominated them.

Stay tuned at www.canadiantechnician.com/award

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On the

hook How to protect your business from the devastating impact of credit card fraud.

By Jeff Filliter The service advisor hung up the phone and exhaled slowly. How was he going to tell his boss that the shop was on the hook for $6,500 worth of work that would likely never be collected?

On Friday, just before closing, he’d accepted a credit card payment over the phone, and then left the keys under the floor mat of the car so the customer could have the vehicle for

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CANADIAN TECHNICIAN JULY/AUGUST 2014

the weekend. Today, the bank called to say the card was no good and the fraudulent transaction was the shop’s responsibility, not the bank’s.

In a panic, he called the phone number he had on file for the customer. No such number. And the home address? Non-existent.

Welcome to the harsh reality of credit card fraud – a crime that hits

Canadian auto repair shops with frightening regularity, and which often results in devastating losses.

If you haven’t been hit by scam artists with phony cards, you’ve either been very careful… or very lucky.

Criminals have developed a variety of methods to capture the magnetic strip data, card verification valuation (CVV) numbers, and personal information that allows them to purchase products and services without the card holder’s knowledge.

One of the more ambitious schemes involves the use of overlay data readers to “skim data” as cards are being swiped at the point of purchase. The card’s magnetic strip contains all the information required to identify the vital components of the credit card, including card number, expiration date, CVV, and card holder’s name.

Fraudsters then use this data to conduct transactions over the Internet or phone so they don’t have to produce the actual card, or they create very convincing counterfeit cards and go on a spending spree.

By the time the cardholder or merchant realizes that the card has been compromised, the fraudster has moved on to another target.

Security measures like embedded micro chips and personal identification numbers (PIN) have made that kind of fraud more difficult, but it has not slowed the criminals down very much.

Police are kept busy investigating fraud. Earlier this year the RCMP in Richmond, B.C. seized 20,000 counterfeit credit cards ready for use or sale by an organized crime faction.

The cardholder is often on the hook for fraudulent purchases made on his or her card. But businesses are just as often the victim.

Sometimes the fraud involves the legitimate purchase of products and services with an authentic credit card, but before the transaction is posted, the fraudster reverses the charge.

This is extremely difficult to prevent because all of the normal checks and

confirmations are performed at the built into “Tap and Go” transactions. time of purchase. The merchant’s only When fraud is perpetrated, the recourse is to inform authorities, or try merchant is often hit the hardest, to hunt down the fraudster and make having lost not only the goods or arrangements for alternate payment. services involved, but also the payment, Good luck with that. the fees involved in processing that Cyber attacks represent another payment, any currency conversion growing form of data breach. The commissions, and the amount of the computer hackers that perpetrate this chargeback penalty.

Internet crime tend to be well-organized and extremely talented Credit card fraud hits Canadian at identifying holes in corporate security systems. The information service auto repair shops with they steal allows them to order frightening regularity, often products and services online or resulting in devastating losses. over the phone. It can also let them create false identities that are used in more significant criminal activity.

Plus damage to the shop’s reputation.

Two recent cyber attacks demonSo what steps can retailers take to strate the fragility of our personal inforprevent fraud without making legitmation. Earlier this year, the world imate transactions impossibly difficult? learned of the “Heartbleed” security Here are a few tips that should bug, which made the passwords of prove effective in combating credit millions of consumers – including card fraud: taxpayers in the Canada Revenue Know your customer. That’s probaAgency database – vulnerable to theft. bly the simplest and most effective way Around the same time, the CEO of to avoid being defrauded. When you the U.S. retail giant Target was forced know whom you’re dealing with – by to resign after hackers stole details of sight – you’re unlikely to face quesmore than 40 million credit cards, tionable transactions. Take the time to and as much as 110 million bits of get to know your clientele on a percustomer data. sonal level so you can create a twoThe potential damage is enormous way relationship of trust. when one considers that the confiBe especially vigilant about large dential information held by both transactions – especially ones that Target and the CRA includes full far exceed the average or that include names, address, dates of birth, and expensive products that could easily social insurance numbers. be resold.

Imagine what the criminal element Watch out for repeat orders – escould do with this type of information! pecially those made in quick succesWith the advent of smart phones, sion. You could be facing someone criminals have been working overtime who is uncertain of the upper limit to figure out how to hack into on a stolen card. They may be “going consumer “apps” that would give back to the well” until it runs dry. them access to banking and credit Question “rush” orders. Is it really card information. And as banks create necessary? Or is it just an attempt to programs to make banking and buying complete the transaction before a stoeven easier for legitimate consumers, len card is discovered. they’re inadvertently creating opporEnsure a proper swipe or PIN on tunities for scam artists. For example, a every credit card transaction. You may group of ambitious criminals recently be asked to manually key in a number managed to bypass security firewalls or not require the PIN entry. The rea-

son may even sound quite legitimate, but don’t let your guard down.

Witness the signing of the credit card slip, and don’t neglect comparing it to the original on the back of the card.

Ensure that the CVV number matches what is on record with the issuer. This is particularly important whenever you’re in doubt about a transaction. A quick phone call will put your mind at ease.

Verify the right bank logo is on the card. This is pretty easy to do.

The first four digits of all credit cards identify the issuing bank. If the logo doesn’t match, you could have a fake card on your hands.

Avoid phone transactions whenever possible. Ideally, you want to see the card personally, and match it to the person who is presenting it.

Don’t accept proxies. Only the card owner should be presenting the credit card. If the name doesn’t match, you shouldn’t complete the transaction. It could be an innocent situation, but it could also be fraud against an exspouse or a family member.

Maintain copies of all credit card transactions for up to seven years. The paper-trail may be needed as evidence somewhere down the line.

Avoid installment payments – especially on credit cards. It may be a means of avoiding credit limits that are meant to be a safeguard against fraud.

Each of us is blessed with intuition – use it. Remember, if it walks like a duck, and quacks like a duck, it’s probably a duck… or as the police call it, fraudulent activity.

Don’t be afraid to question suspicious transactions. It’s your right to do so, and it may end up saving the company a great deal of money and a whole lot of headache.

Jeff Filliter served 23 years with the RCMP primarily in the commercial crime division, investigating white collar crime and frauds.

He has also conducted fraud investigations for Scotiabank and was part owner of a IRUHQVLF DFFRXQWLQJ ÀUP LQ 7RURQWR

JULY/AUGUST 2014 CANADIAN TECHNICIAN

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The use of Local Interconnect Networks in wiper systems means it may sometimes be necessary to use a scan tool when you’re changing out a wiper motor.

By Jeff Taylor

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CANADIAN TECHNICIAN JULY/AUGUST 2014

Can you name the safety device that has been fitted on almost all motor vehicles since it was invented by a woman named Mary Anderson, way back in 1903?

It’s on almost anything that moves – from planes and boats, to trains, cars, and trucks. And while this device has little to do with moving the vehicle, there are some days when a vehicle can’t be moved safely without it.

Any ideas?

If you guessed windshield wipers, good job.

Wipers have just one job, and that is to make sure drivers can see where

The 2013 Ford Escape is among the first vehicles to be equipped with independent wiper motors.

they’re headed. Pretty low-tech stuff, right?

Well the task may be simple, but that doesn’t mean manufacturers have taken a low-tech approach to wiper design.

In fact, they’ve been improving wipers ever since the original hand-operated models gave way to vacuum-based systems and then electric versions.

There has been a myriad of design changes since they were first introduced.

Manufacturers routinely introduce more effective materials that provide better wiping performance. And more efficient designs have allowed the units to shrink in size, weight, or aerodynamic impact. The most recent changes

have been driven by fuel economy and emissions concerns.

The principle of almost all windshield wiper drive systems has been the same for a long time: an electric motor drives a set of gears and a crank arm in a circular motion. The crank arm is attached to a linkage, which produces reciprocal motion to drive the wiper arms back and forth across the windshield.

Getting rid of the linkages so we could drive the wiper arms with just the motor was not an easy task. That would require the motor to run in one direction, stop, and then run in the other direction so the wipers would exhibit the reciprocal motion needed to clear the window. And if you had two motors, both would have to know where the arms were at all times, or we’d have a tangled mess!

Eventually, of course, the electronic age came to our rescue. The introduction of a reversible 12V electric motor brought many changes in wiper technology.

There have been two different approaches to reducing the role of wiper linkages. One system, called the opposed wiper system, still uses a very small and compact linkage just to drive a crank arm. The other is called the direct-drive system, in which the wiper arm is attached directly to the output

shaft of the reversible motor.

Using the direct-drive design allows completely separate motors to drive the wiper arms independently of each other. This frees up more space under the hood and cowl that would otherwise have been taken up by the wiper transmission and linkages.

The motor assembly contains all the electronics needed to provide infinite speed control, a park position, a winter park position, a service position, overheat protection, and overload protection. It can also be placed as close to the A-pillar and as low into the cowl area as the manufacturer wishes.

All these characteristics lead to improved wiper efficiency, better total clearing area, fewer parts, and a huge savings in space, weight, motor size, and wiring.

The fact that the wiper can be closer to the windshield pillar greatly adds to driver visibility and safety. But there are other benefits too. The wipers can be placed under the hood edge in the down cycle, out of the wind, resulting in less noise and better airflow. Airflow is important because it eliminates wiper “chatter” in the parked position, and improves vehicle mileage. These systems also allow the wipers to move slightly on a key cycle, in order to prevent the rubber edge of the blade

JULY/AUGUST 2014 CANADIAN TECHNICIAN

23

Service on some wiper motors will involve the use of a scan tool and an up-to-date information system.

from “setting” in the shape (or contour) of the windshield. This increases the life of the blades.

So how does this system work?

It can be done with as few as three wires. It’s still an electric motor, so it’s going to need 12 volts and a ground.

But there’s also going to be a communication wire, to allow the two motors to talk to each other, as well as to a control module on the vehicle (the BCM, or whatever module the manufacturer sets up to control the wipers).

This communications wire is the key to the whole system. Because the wiper motors work independently of each other, both need to know exactly what the other is doing.

In Ford’s case the left-hand motor has four wires: 12V, GND, LIN (Local Interconnect Network), and COM. The right hand motor has three wires: 12V, GND, COM. The LIN is wired to the BCM and a dedicated private communications wire (COM) shares the information between motors.

The fact that this system is wired to the LIN means that, yes, it’s going to be able to generate trouble codes to aid in diagnostics. And if you want to swap out the wiper motor, it may now require the use of a scan tool.

Newer Ford Focus (2010 and up) and Ford Escape (2013 and newer) are among the first vehicles to be equipped with independent wiper motors… so there are a couple of things you’re going to need to know.

First, when removing the wiper arms, the ignition switch has to be left

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CANADIAN TECHNICIAN JULY/AUGUST 2014

on, engine off.

You cycle the wipers a couple of times, and then turn the wipers off (leave the ignition in the one position, with the engine off). The wipers are now in the parked or “locked position” to allow you to work on them. But that service mode will only last five minutes. When the vehicle goes into battery saver mode, the window for servicing wipers closes.

So you’ll have to pay attention to the time.

With the wiper motors in the locked position, and the ignition ON, mark the wiper arm position. Now you’re ready to remove them. When they have been removed, you can turn the

ignition switch off.

After you have performed the service needed, and you’re ready to reinstall the wiper arms, you must install them in the exact position they were in when they were removed. Again, the ignition must be ON to lock the motors before you can reinstall the arms.

If a wiper motor needs to be changed, a different procedure needs to be followed. This is going to involve the use of a scan tool to tell the BCM that you want to initialize and calibrate the wiper system. This will require an up-to-date information system and a scanner that is capable of doing the job.

Wiper motors aren’t the only things

that are changing.

Mercedes Benz has introduced a new wiper blade system on its 2013 S series vehicles. This wiper blade has an integral washer nozzle system built in that sprays washer fluid out of tiny holes in the wiper blade directly in front of the wipers path (not just out of nozzles located on the hood or attached to the wiper arms).

The system only sprays washer fluid when the wiper blade is in the windshield area that needs to be cleaned. It doesn’t spray willy-nilly, all over the windscreen – even where the wipers can’t go. And because the wiper motors know exactly where the arms are at any given point, the washer spray is only activated in the needed areas and only at the time it’s needed.

The washer fluid is sprayed across the entire length of the wiper blade.

The driver’s view of the road is less compromised, because the spray is immediately in front of the wiper.

The system applies washer fluid so efficiently that amount of fluid that must be stored can be reduced significantly. In fact, it reduces vehicle weight by up to 2 kg (4-1/2 lb.), which is enough to favorably impact CO2 emissions.

Pretty impressive achievement, right?

Change is a given in our industry… and the wiper system is starting to see its share of change. These developments are going to change the way we look at these systems… and how we diagnose them.

And you thought wipers were low tech!

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

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Electronics components Shop lighting

Cardone Industries has introduced several new products to its portfolio of automotive replacement parts. Hybrid drive batteries join its Remanufactured Electronics portfolio. EGR coolers and glow plug controllers for Ford Power Stroke applications join the A1 Cardone Fuel/ Air and Electronics divisions. And new ABS control modules, while already an offered product in the Brakes division, have been relaunched and revitalized, with a focus on aggressive expansion and product design improvements. tinyurl.com/ct-prod-831

Rotary Lift says it is shedding some light on the vehicle repair process with magnetically mounted LED Tech Lights, available in three kits. The twopost lift kit (P/N FA5701) includes two 32-inch line light units, each embedded with 96 LEDs and fitted with two magnetic mounts.

The four-post lift kit (P/N FA5700) includes four 48-inch long, one-inch diameter light units and eight magnetic mounts. And a hand-held single Tech Light shop light (P/N FA5702) can be used with any type of vehicle lift. tinyurl.com/ct-prod-638

Transmission fluid Amsoil has introduced a new synthetic fluid for continuously variable transmissions (CVTs). Amsoil says its new Synthetic CVT Fluid provides outstanding metal-to-metal frictional properties and excellent protection and performance for CVT transmissions throughout ve-

Jump starter Matco Tools says its Versapower is the smallest and lightest portable power unit on the market. It features 300 cranking amps with 400 peak amps of power to jumpstart most domestic and foreign vehicle makes and models, including cars, light trucks, ATVs, and motorcycles.

It can also serve as a portable power source for tablets, cell phones and other USB powered devices. It weighs just 14 ounces, and features a high visibility LED battery status bar. tinyurl.com/ct-prod-822

Mass air flow sensor Delphi Product & Service Solutions has released 20 new mass air flow sensors covering 10.2 million vehicles built from 1990 to 2013. Applications include Audi, BMW, Chevrolet, Hyundai, Kia, Lexus, Mazda, Nissan and Toyota. Delphi says its MAF sensors are brand-new, never remanufactured, and all parts are tested and calibrated to OE standards. tinyurl.com/ct-prod-834

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www.mercytechmission.com 26

CANADIAN TECHNICIAN JULY/AUGUST 2014

Drawer handles

Cabin Air Filters

Lista, a Stanley Industrial & Automotive business, has launched a new line of Tech Drawer Pull aluminum anodized drawer handle covers. Available in three finishes, they’re rugged, easy to clean, and designed for a variety of industrial settings including automotive repair. The handle covers are available in brushed silver, chrome colour, or gloss black. tinyurl.com/ct-prod-828

ATP Automotive has extended its cabin air filter line to cover popular 2015 Volkswagen and Audi models. ATP cabin air filters are now available for 2015 Audi A4, A5, Q5, Allroad, S4 and RS5 vehicles as well as Volkswagen CC, Eos, Golf, Jetta AF and Beetle models. The filters are manufactured from an exclusive coconut shell-based activated carbon that absorbs odors and air pollutants from the vehicle, eliminating 98 percent of pollen, mold spores and dirt particles. tinyurl.com/ct-prod-821

Scan tool payment plan Belt catalogue CRP Automotive has published its new ContiTech 2014 Belts & Belt Kits Catalogue. The 432-page applications guide includes timing belts, serpentine belts, and several different timing belt kit offerings. To allow for easy fit and installation for all makes and models, the catalogue provides measurements in inches. They cover wide range of vehicle makes including Asian, European and domestic passenger cars, vans, light trucks, and SUVs from Acura to Volvo. Select applications of some popular light and medium trucks are also included. tinyurl.com/ct-prod-820

Snap-on says its new ETHOS+ Technician Plan is a worry-free way to get an ETHOS+ scan tool, continuous software upgrades, and full-warranty coverage for one easy weekly payment. The two or three-year ownership program includes software upgrades and comprehensive data for domestic, Asian, and European vehicles. ETHOS+ also offers powerful OBD-II tools, including all 10 modes of OBD-II, as well as reads and clears OEM-specific codes with the definitions on-screen in plain English. tinyurl.com/ct-prod-818

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Continental Commercial Vehicles & Aftermarket has released a new variant for its multi-application TPMS sensor program. The new 315 MHz sensor, Part # SE10003, adds greater coverage for Audi, Mercedes, Volkswagen, Volvo, GM truck, Subaru and several Asian models, totaling over 15 million additional vehicles in North America.

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Gates has released complete Ford silicone hose and clamp kits for turbocharger applications. The Gates OE+ turbocharger hose solution prevents oil permeation and the T-bolt clamps provide better sealing. The all-in-one kit has all of the parts, including turbo charger hose, and two correctly fitted T-bolt clamps, needed to complete the repair.

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TPMS line expansion Standard Motor Products has added six new cloneable sensors to its growing line of TPMS sensors. Standard says its new clone-able sensors match the original for fit, form and function. And due to their advanced engineering, they can easily be cloned with the existing sensor ID, eliminating the need for a factory relearn. These new Standard and Intermotor part numbers cover an additional four million vehicles in operation. tinyurl.com/ct-prod-602

Brake pads Tenneco has introduced new brake pad sets to the Monroe Total Solution line of ultra-premium ceramic and semi-metallic brake pads, covering over two million popular late-model passenger vehicles. The brake pads feature ceramic and semi-metallic friction formulations engineered for quality stopping power and pedal feel, reduced dust and long life. They include electronic wire wear sensors, noise elimination hardware, and sensory locking plate (SLP) backing plates. tinyurl.com/ct-prod-603

Suspension dampers Tenneco’s Monroe Shocks and Struts brand now offers original equipment-replacement electronic suspension dampers for several late-model domestic and import applications, as well as additional suspension conversion kits that enable consumers to replace an air or electronic system with a mechanical suspension. The conversion kits include all required shocks and/or struts, springs, mounts, and hardware. tinyurl.com/ct-prod-601

ADVERTISER INDEX continued from page 30

preferred repair facilities, are we?”

Having overhead the conversation so far, I joined them on the shop floor. “In the customer’s defense, the work was done last week when he was on a road trip out of province. It’s too far for him to go back to the original shop.”

At our suggestion, Beanie rotated the tires and went on a second road test. Tooner chose that moment to come over and complain about the blister on his big toe. “I just can’t figure out what’s causing it,” he moaned. “Got any ideas?”

I chuckled. “Are you serious? Your sore toe is right above the hole in your shoe. Don’t you think there’s a correlation?”

“Hmm, maybe. But I ain’t convinced.” He hobbled back to his work bench.

I was still puzzling over Tooner’s inability to see the obvious when Beanie returned with the Charger. The tire rotation hadn’t helped and he was at a loss of what to do next.

Tooner grabbed a car seat cover. “Okay, Sunshine, let’s hit the road. I’ll ride shotgun.”

Five minutes later, they were back. “Definitely a wheel bearing,” declared Tooner, extracting his lanky frame from the car.

“But it’s brand new!” protested Beanie.

Basil looked over the top of his work glasses. “Now Beanie, don’t lose your focus. ‘Known new’ does not mean ‘known good.’ Given the evidence before us, I’d say we must consider the possibility that a diminutive water fowl has landed in our proverbial pond.” He turned back to his Taurus.

Beanie glanced at Tooner. “What’s he saying?”

“Haven’t got a clue,” said Tooner. “But I say that if it looks like a duck, quacks like a duck, and poops like a duck, then it’s a duck.”

Beanie scratched his chin. “So… if all indications point to a wheel bearing, then it probably is a wheel bearing?”

“Bingo,” said Basil. “The new bearing could have been damaged during installation. In any case, you need another one.” He turned to Tooner. “And as for you, go buy a new pair of boots. It’s time for this silliness to stop.”

A new wheel bearing solved Beanie’s droning noise, but at quitting time, Tooner was still complaining.

“Don’t you like the new boots?” I asked.

“Hate ’em,” he grumbled.

I was surprised. “But surely your foot pain has improved.”

“Oh, my foot’s better, but my wallet is screaming in agony.” He headed for his truck. “Known new don’t mean known good,” he said over his shoulder. “’Specially when it costs me money!”

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

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WorldPac............................................32 www.worldpac.ca 800-463-8749 JULY/AUGUST 2014 CANADIAN TECHNICIAN

29

The Car Side

By Rick Cogbill

If it quacks like a duck…

A Dodge Charger proves to Beanie that ‘known new’ doesn’t mean ‘known good.’

It was a gorgeous morning, and I whistled cheerfully as I pulled in next to Tooner’s rusty GMC. “Morning, Toon,” I said as I got out of my car. Tooner was standing behind his truck, with one foot resting on the back bumper.

“Mornin’ Slim,” muttered Tooner unenthusiastically. I could see he was checking out the large hole in the sole of his work boot. “Yup,” he said. “I think it’s time.”

“Time for new boots?” I asked hopefully.

He gasped. “Time for a larger tire patch. I ain’t made of money, y’know.”

I sighed. Tooner had been complaining about sore feet for a month, but refused to admit that his worn-out footwear could be the problem.

A few minutes later, I called everyone together for our morning meeting in the lunchroom. “Boys,” I 30

CANADIAN TECHNICIAN JULY/AUGUST 2014

said, “I hope you got a good night’s sleep. We’ve got some tough problems on the board today.”

Predictably, Tooner and Beanie groaned in unison. But our diagnostic tech, Basil, just smiled. “That’s fine by me,” he said. “As Henry J. Kaiser once said, ‘Problems are only opportunities in work clothes.’” He stowed his lunchbox on the counter next to the microwave. “What’s first on the list?”

“For you, I’ve got some EVAP codes on a Ford Taurus. Beanie, there’s a 2007 Dodge Charger with a droning noise around 70 clicks.” I tossed him a set of keys. “Go for a test drive and see what you think.”

“What about me?” asked Tooner sullenly, as he poured his first cup of the day.

I glanced at Tooner’s battered footwear. “Well, I’ve got a Chevy with some serious brake pedal vibration.

Think your feet can handle it?”

Tooner sniffed. “I’ll manage.”

A while later, Basil was hooking up a smoke machine on the Taurus when Beanie returned from his road test with the Dodge. “It sounds like a bad wheel bearing,” he told Basil. “I’d say the right front. It gets worse when I turn left, and better when I turn right.”

Basil put down his tools and looked thoughtful. “So it only changes with road speed and lateral pressure. Yes, I’d say your wheel bearing diagnosis sounds reasonable.”

“But…” Beanie paused. “I don’t know…”

Basil frowned. “Why the hesitation?”

Beanie held up his work order.

“Because the customer just had new wheel bearings put in at another shop.

They did it when he bought new tires.”

Basil’s eyebrows shot up. “Oh. So we’re number two on the list of continued on page 29

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