NOVEMBER 2006
The
SAFETY
Canadian Mail Sales Product Agreement #40063170 Registration 10833. Return postage guaranteed. Newcom Business Media Inc., 451 Attwell Drive, Toronto, ON M9W 5C4
FACTOR
CAN YOU TRUST THE LIFT YOU’RE WORKING UNDER?
ALSO: ■ After the fire: a shop owner’s story ■ Who does the oil jobs at your place? ■ Four steps to correcting brake pulls
www.canadiantechnician.ca
COMPONENT TESTS AND LAB SCOPE ENHANCEMENTS > 2005 FAST-TRACK Component Tests – Two New Model Years of Coverage – Component Tests for 37 New Models – Over 17,000 New Tests Featuring Component Operation, Location, Connection, and Expected Results – New Jeep Air Locker Differential Tests > Missing Cylinder Detection in Ignition Scope > Digital Meters Featuring Firing kV, Spark kV, and Spark Duration (Burn Time)
FAST-TRACK ® TROUBLESHOOTER > 2004 Domestic ABS Troubleshooter – Dodge Truck RWAL and 4WAL ABS System Coverage – Nine New GM Models and 6 New GM ABS Systems Covered > 2004 Asian Import Driveability Troubleshooter – Complete 2003-2004 Toyota, Lexus, Scion Actuator Test Descriptions and Procedures – New Code and Symptom Tip Sections for Hyundai, Kia and Mitsubishi > Over 11,000 Unique New Troubleshooter Tips, Tests and Procedures
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SOFTWARE BUNDLE 6.4
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Software Bundle 6.4 from Snap-on. It’s what pros like Tom count on for powerful, manufacturer-specific tips and solutions.
New models. More complex operating systems. They make a tech’s job tougher every day. Fortunately, techs and shopowners can count on Snap-on to keep up. So you’ll find a wealth of new diagnostic information in Bundle 6.4. Including Fast-Track component tests for 37 makes . Plus thousands of new real through 2005 — available for both MODISTM and Vantage PROTM world diagnostic solutions from top techs in Fast-Track® Troubleshooter, including 2004 Asian Driveability. Check out the specs on this page. Then talk to your Snap-on franchisee about Bundle 6.4. You’ll discover that buying this tough software is a very easy decision.
> www.snapon.com/software > 1-800-665-8665 Eastern Canada > 1-800-263-8665 Western Canada
> MODISTM
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©2006 Snap-on Incorporated. All rights reserved. Snap-on, MODIS, SOLUS, and Scanner are trademarks of Snap-on Incorporated. All other marks are trademarks or registered trademarks of their respective holders. Pictures are for illustration purposes only. Specifications are subject to change without notice.
NOVEMBER 2006
VOL. 11 NO. 9
Departments Editorial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 Letters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 From Our Forum . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Out & About . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12 EyeSpy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13 Auto Puzzle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Product Central . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Ad Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29
Columnists
21
22
Management S.O.S. . . . . . . . . . . . . . . . . . . . .14 By Kelly Bennett The Greenwood Report . . . . . . . . . . . . . . . . .19 By Bob Greenwood The Car Side . . . . . . . . . . . . . . . . . . . . . . . . . . .30 By Rick Cogbill
Features Making Oil Jobs Worthwhile . . . . . . . .21 There’s an argument to be made for having your top tech take a turn on oil-change duty. An experienced technician will generate legitimate sales.
24
Trial by Fire . . . . . . . . . . . . . . . . . . . . . . . .22 How a Woodstock-Ontario shop owner rebuilt his business after a fire… and the lessons he learned along the way.
Lifts: The Safety Factor . . . . . . . . . . . . . .24 As global trade continues to grow, there are some new low-cost options for automotive lifts. Here’s why safety must continue to be your number-one concern.
Solving Brake-pull Problems . . . . . . . .26 Stymied by a stubborn brake-pull? Here are four things to check to save diagnostic time and prevent a minor concern from becoming a major headache.
26
Editorial VOLUME 11
NUMBER 9
PUBLISHER Mark Vreugdenhil mark@canadiantechnician.ca (416) 614-5819 EDITOR / ASSOCIATE PUBLISHER Allan Janssen ajanssen@canadiantechnician.ca (416) 614-5814 NATIONAL SALES MANAGER Dale Patenaude dale@canadiantechnician.ca (416) 614-5829 CIRCULATION MANAGER Lilianna Kantor lkantor@canadiantechnician.ca (416) 614-5815 DESIGN & PRODUCTION Tim Norton production@canadiantechnician.ca (416) 614-5810 CONTRIBUTORS Kelly Bennett, Rick Cogbill, Larry Dickison, Will Enns, Bob Greenwood, Claire Newman and Hans Zundel PUBLISHED BY Newcom Business Media 451 Attwell Drive Toronto, Ontario M9W 5C4 Phone: (416) 614-0955 Fax: (416) 614-8861 www.canadiantechnician.ca PRESIDENT Jim Glionna Canadian Technician is published monthly except for January and July by Newcom Business Media, Inc., 451 Attwell Drive, Toronto, ON M9W 5C4. The magazine serves the Canadian automotive repair and service industry. Subscriptions are free to those who meet the criteria. For others: single copy price: $5.30; one-year subscription in Canada: $36.04 ($34.00 plus $2.04 GST); one-year subscription in U.S.: US$40; one-year subscription in all other countries: US$65. Copyright 2006. All rights reserved. The contents of this publication may not be reproduced by any means, in whole or in part, without prior written consent of the publisher. The advertiser agrees to protect the publisher against legal action based upon libelous or inaccurate statements, unauthorized use of photographs, or other material in connection with advertisements placed in Canadian Technician. The publisher reserves the right to refuse any advertising which in his opinion is misleading, scatological, or in poor taste. Postmaster: Send address changes to Canadian Technician, 451 Attwell Drive, Toronto, ON, M9W 5C4. Printed in Canada. Second class mail: Postage paid at Toronto. Canadian Publications Mail Sales Agreement #40063170. ISSN 1710-7644.
We acknowledge the financial support of the Government of Canada through the Publications Assistance Program toward our mailing costs. PAP Registration No.10833.
“Window Shopping” by Will Enns Phone: (250) 404-0411 www.canadiantechnician.ca/covers NOVEMBER 2006
Let’s unite on R2R On one of the most important issues facing our industry, we must stand together. By Allan Janssen It seems to be a Canadian pastime to differentiate ourselves whenever possible from our American cousins. It is important to us, I think, to make sure we’re not swallowed up by the huge cultural machine south of our border. And so we Canadians covet our differences and display them with pride, notwithstanding the bond of respect – even love – that tethers our two nations. It is odd, then, that the automotive aftermarket in Canada has, rather than distinguishing itself from its American counterpart, ended up mimicking the divisive approach we have seen in the U.S. on the Right To Repair issue. In that country, those who fall on the Automotive Service Association’s side have chosen to support a voluntary agreement that has been struck with vehicle manufacturers for access to repair information and tools. It is a position rooted in the optimism that the voluntary agreement will continue to hold indefinitely. Those who side with the Automotive Aftermarket Industry Association, on the other hand, suggest that the independent repair industry should not be vulnerable to the whims of the OE sector but should rather pursue the security of legislation that will permanently establish the consumer’s right to go to the repair facility of his or her choice. How unfortunate that the Canadian aftermarket seems to have ended up in the very same divided position, with some associations working independently of, and sometimes at odds with, other associations. Both sides have a right to their position, to be sure, but it is worth noting that here in Canada there is no existing voluntary agreement to support. We have no foundation of trust and cooperation on which to build a fair working relationship.
This is no small matter. The issue has been described as the biggest challenge ever to face the independent sector of the automotive aftermarket in Canada, and I would agree with that assessment. As the latest vehicles move into the aftermarket stream, independent shops will be hard-pressed to fix them without access to the right tools and information. The existing lock-out must not be permitted to stand. Last month, the Automotive Industries Association of Canada led another lobbying event to inform and influence members of parliament about this important issue. More than 40 MPs attended their reception. And the next day, dozens of cabinet ministers, opposition MPs, and parliamentary aides were briefed on the issue in personal meetings all over Parliament Hill. As important as this issue is to our industry, some associations chose to have no part of it. I think that’s shockingly shortsighted and irresponsible. I believe this kind of lobbying effort is critical if we are to resolve the Right to Repair issue. Right now our backs are against the wall. To hope for a voluntary agreement when so much is at stake is to invite disaster for the independent sector. Let’s unite on this. If you belong to a trade association, make sure your leadership is doing all they can to resolve this issue. Let them know how you feel. And if you want to fight for legislation but they aren’t listening to you, I invite you to send me an e-mail and tell me about it. I’ll make sure your voice is heard next time we go to Ottawa. You can reach me toll-free at 1-866-222-6787. Or e-mail me at ajanssen@canadiantechnician.ca.
CANADIAN TECHNICIAN 5
LARRY DICKISON
LETTERS Unfair competition Competing against fly-by-night shade-tree auto repairers is simply unfair. Not only do they not face the same business costs as legitimate businesses, but their ability to do safe and competent work is not known. Certain auto parts such as brake parts, suspension components, and steering gear should be sold only to properly licensed shops. They should not be available over the counter, even to someone with an auto technician’s license in his wallet. Furthermore, they should be delivered only to shops licensed by the government. Insurance companies could enforce this. They’ve done so with the furnace repair/heating oil industry. Try buying a fuel oil tank for your home or shop without being properly recognized by the industry. For the safety of our customers, and the health of our industry we should do the same. Rolly Doucet Co-owner, D&D Performance Chesterville, ON
Rings are a no-no in the shop RE: Letters, October 2006 In response to your questions about jewelry, when I was full time in the shop I would never wear rings for two reasons: all the horror stories I heard about techs
getting them either caught on things or burnt or electrocuted, and the more shallow reason of not wanting to damage or dirty my rings. I will admit that I do not take off my necklaces but they stay under my shirt or coveralls so they won’t get in my way. Love the magazine! Bianca Laity Langley, BC
Jewelry is a serious risk on the shop floor RE: Letters, October 2006 I read a recent letter in your magazine with reference to technicians wearing rings and dangling jewelry while working on cars and I feel I must provide comment on this important issue. I was a member of the Canadian Military for
over 27 years. I recently retired and have been hired to work in a large Ford dealership in Alberta as a parts person. As a Military Turbine Technician, the wearing of all rings and dangling items is strictly prohibited. This is something I followed to the letter after seeing some rather graphic photos of jewelry mishaps. A particular photo has been engraved in my mind for most of those 27 years: a hand missing three quarters of the wedding ring finger. Accidents do happen! My personal view on this is zero tolerance. If I see a tech out on the work floor with rings and jewelry, I always say something to them. Lou Theriault. Ducharme Motors Bonnyville, AB
RIDES
Reader
Billy Williams, a third-year apprentice at Gene Williams Auto Repair in Bridgewater, N.S., sent in this picture of his 1967 Satellite. He’s got lots of plans for it, hoping to put in a 451 Stroker or a 440/727. You can see more “Reader Rides” on our web site at www.canadiantechnician.ca. And if you have a photo of your hot ride, feel free to send it in.We’ll put it up!
6 CANADIAN TECHNICIAN
NOVEMBER 2006
Love Car Owner I often write articles on vehicle maintenance for local newspapers. I find them better than regular ads for attracting new customers, and reminding old customers to bring their car in for service. Some of my articles have been ‘inspired’ by your Canadian Car Owner publication. I find them to be a wealth of good information, and I often see customers flipping through them as they wait for their vehicles to be ready. Your magazine has some very worthwhile articles. Please continue the good work. Phil Singer South Delta Motors Delta, BC
other professional services we receive. We don’t shop around for the cheapest dentist or doctor. In fact, if it’s a cheaper price you would expect a lower level of service also. I have challenged and promoted the notion of charging a fair price for quality work among the 20 shops that are members of a local network here in the Elmira, Ontario area. For about eight years now we have met monthly (except for July, August and December) to listen to guest speakers, attend a training session, or discuss the health of our industry. Together
with our local jobbers we have raised the level of professionalism in our area through being able to compare notes, share expertise, and solve difficult problems. Sometimes we just provide a shoulder to cry on. I strongly believe in the TEAM approach (“Together Everyone Achieves More!) and we are working together to make a fair wage for everyone in our shops. Dennis Frey Lloyd Frey’s Garage Ltd Floradale, Ontario
“The information you get is incredible. You always pick up something you can use in your business.” – Roydon Rump, a member of the Automotive Aftermarket E-Learning Centre
Car Owner’s great! I’ve just cleared out some old magazines to make space for the latest edition of Canadian Car Owner. I want to thank you guys for publishing something like this. It’s a great tool for shop owners, reiterating what we say and helping to educate customers as they wait. My only complaint is there isn’t enough of these editions through out the year! Thanks again, and keep them coming. Robert Basile Performance Automotive Inc. Richmond Hill, Ont. Thanks for the kind words for Canadian Car Owner. It has been a hit with shops since it was first introduced last year. In fact, the Fall 2006 issue is the first one to sell out completely, as we had requests for 4,000 additional copies from shops in every corner of the country. Thanks for making it a success. And, yes, we’re looking into bringing it out more than twice a year. – Allan
JOIN TODAY AT www.aaec.ca/canadiantechnician
FOR ONLY
1995
$
/month *
* Minimum subscription of 12 months required.
Jumping into the management part of the business is very different from working the floor. It can be intimidating. I would definitely recommend the
AUTOMOTIVE AFTERMARKET E-LEARNING CENTRE the Online Business Management Resource DEVELOPED BY BOB GREENWOOD
A challenge to all ‘professional’ shops
Automotive Aftermarket
Learn How to Effectively:
E-Learning Centre to other shop
• Reduce Stress in Managing your Business
We call the automotive repair industry a profession, but are we really ‘professional?’ I find that too often we refuse to charge what we are worth. How professional is that? In Ontario, for example, I see many shops charging $50 or $60 for a vehicle safety report – which involves at least 1.3 hours of work. I just shake my head. They are cutting their own throats. We expect to pay a fair price for any
owners. Check it out. Get on it.
• Improve Business Profitability
You’ll get a lot of benefit out of it.
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NOVEMBER 2006
• Improve Labour Productivity – Roydon Rump, Roy Rump & Sons Automotive Repair, Ottawa, ON
• Realize the Potential of your Business • Manage the return you are making on your Investment in your Business • Experience an Improved Lifestyle Bob Greenwood
For More Information: Visit us at www.aaec.ca, or e-mail us at info@aaec.ca Register now at www.aaec.ca/canadiantechnician
CANADIAN TECHNICIAN 7
From Our Forum Recent postings on www.canadiantechnician.ca/forum
Are You Sure You’re Insured? Our forum members contemplate the peace of mind that tool insurance can bring… as well as the high cost it can command! I really want to insure my tools because it scares me to think that I would have to buy them all over again. To anyone who has gone through a loss, did you have any problems? TheChamp / 07-28-2006 When we had a claim a few years back, we were able to replace our lost tools with like-quality tools. We had replacement value insurance, and had duplicate receipts to prove recent purchases. My advice: take video or digital pictures as a backup to the appraisal. msog / 07-28-2006 I agree with msog. Take lots of pictures with dates. When you sign up for the insurance, take a list of the tools you have, including serial numbers and brand. And make a copy for yourself and mail it in a registered letter to yourself, but don’t open it. The postmark date is irrefutable proof in the event of a claim that you owned them when you signed. It can be very expensive… but far less than starting over. canuck623 / 07-28-2006 I don’t know how it works for everyone else, but after one year with my employer he came to me and said he had insured my tools for $20,000 and that if I needed more he would take care of it. Now, I have never had an adjuster come to look at my stuff nor have I ever paid a cent. I just thought that was great of my boss. Let’s just hope he doesn’t argue if something ever happens. (Knocking on wood right now!) slamminsammy / 08-15-2006
8 CANADIAN TECHNICIAN
I think one of the things you might want to find out from your employer is if that $20,000 is for your own tools or if it is the max allowed per claim. So if you had five guys in the shop and all your boxes got stolen, are you each covered for $20,000? Or do you have to divide the $20,000 between the five of you? GilV / 08-16-2006
ance company backpedaled at 100 mph! Even though we had replacement value insurance, I got hit with nearly 70% depreciation. My advice is get insurance, but when you have to make a claim, get a good lawyer because the insurance company will try to screw you. sbchevfreak / 09-25-2006
I think shop owners should be the ones flipping the bill for tool insurance. It’s in their best interest. If the techs don’t have tools, he’s facing a serious and potentially crippling loss in revenue. If they’re covered, you’d be back in business as fast as the tool truck can deliver. McWrench / 08-21-2006
depreciate! Slamminsammy / 10-05-2006
Could the cost be shared and still be of benefit to both parties? Or, more importantly, would the shop owner be better off to provide a more secure and alarmed shop? If someone really wanted them, you can’t stop them, but a good security system, some bars and cameras may make thieves pass on your shop and move to easier pickings. Just a thought. carfixr / 08-21-2006
That depreciation thing is a real rip off. Our tools don’t
When I worked for someone else, I had my tools on my house policy. It cost a lot but I wanted to make sure I was covered. The insurance company wanted pictures of all the drawers in my tool chest, showing all the tools, as well as any receipts I still had. Now that I own my own shop, it’s all under a “garage policy.” And I thought it cost a lot before! Now it really costs! Just make sure you’re comfortable with the insurance that you get, and know what you’re getting. Burnsracing / 10-04-2006
Join the discussion!
Log on to
My work tools are covered by my home insurance policy for $60,000. Only cost an additional $7 per month. pumpkin / 09-04-2006
www.canadiantechnician.ca /forum
I have gone through the staggering loss of all my tools. Thought I had replacement value coverage through the company. But when that big fire destroyed all the tools, the insur-
looking forward to hearing it.
and see what everyone’s talking about. If you’ve got an opinion to share,we’re
NOVEMBER 2006
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We're looking for someone who:
★ Has distinguished himself as a technician ★ Is a leader in the shop ★ Gives back to his industry ★ Is an active member of his community ★ Is helping to improve the public’s impression of technicians
Nominate someone today and you could win cash! $250 for nominating the winner $50 for nominating a finalist
Deadline for nominations: March 31, 2007 Prizes may not be exactly as shown.
OF THE YEAR
2007
OF THE YEAR
Nomination Form
2007
We’re looking for a well-rounded person, who is involved in his community and actively working to improve the image of our industry. All nominees will be awarded points based on the following criteria:Technical skills;Leadership in the shop; Customer service skills;Community involvement;Industry involvement;Unique hobbies;Ethical business dealings;Efforts to improve the image of technicians;Respect of peers;and Clearly defined philosophy toward work and life. Nominations will be reviewed by a panel of editors and contributors to Canadian Technician magazine. A short list of finalists will be reviewed by a panel of shop owners from across the country. I WOULD LIKE TO NOMINATE:
TELL US ABOUT YOUR CHOICE. USE ADDITIONAL SPACE IF NECESSARY.
Workplace: Address:
Tell us about their unique approach to work, their problem solving skills, courses taken, and certifications earned.
City: Province:
Postal Code:
Business phone: (
)
Home phone: (
)
The Canadian Technician of the Year must be nominated by a licensed technician and co-nominated by a shop manager or parts supplier (jobber or counterperson).
How have they demonstrated leadership in the shop?
NOMINATED BY: Licensed technician: Yes ❏ No ❏ Give examples of extraordinary customer service.
Workplace: Address: City: Province:
Postal Code:
Business phone: (
)
Home phone:
)
(
Give examples of community involvement.
CO-NOMINATED BY: Jobber / Counterperson / Shop Manager: Yes ❏ No ❏ Workplace:
What are their unique hobbies or extra-curricular interests?
Address: City: Province:
Postal Code:
Business phone: (
)
Home phone:
)
(
How have they helped improve the image of technicians?
Tell us why the person you are nominating should be named the Canadian Technician of the Year. Remember, we can only judge your nominee by what you tell us. Make a stronger case by sending additional information on a separate sheet. Feel free to include supporting documentation. FAX THIS FORM TO (416) 614-8861. This form can also be found at www.canadiantechnician.ca and can be electronically submitted. Deadline for entries is March 31, 2007
We want to thank our sponsors who have donated so much to express their support for the automotive repair industry and the community-minded people who keep Canada’s cars on the road.
Supplier News Bosch program puts high-tech service solutions ‘under a single roof’ Bosch has developed a new program that combines diagnostic and testing expertise with training, parts, service information, and a technical support helpline.“Bosch Diagnostics” was developed following the purchase of the automotive diagnostics company Vetronix to help service professionals solve “the most demanding automotive service challenges.” Jim Frazer, director of marketing for Bosch Diagnostics, said,“Utilizing all of Bosch’s capabilities, service and training expertise, and the capabilities of Vetronix… Bosch Diagnostics will allow automotive parts retailers and installers to use Bosch as their single source for quality parts as well as test equipment, diagnostic software, and information.” For more information, visit www.boschautoparts.com. National car check shows 78% failure rate Results from the National Car Care Month car check events held in May 2006 show a 78-percent failure rate, which continues to underscore the need for consumer education, according to Car Care Canada. The inspection lanes, conducted across Canada by volunteers from local independent repair shops, are part of the automotive aftermarket industry’s ongoing public awareness campaign,“Be Car Care Aware.”The pilot project was launched to provide a free service to consumers and to gauge the condition of vehicles on Canada’s roadways. According to Marc Brazeau, executive vice president of Car Care Canada, the results suggest a need to educate the public about regular vehicle maintenance.“A 78percent failure rate is too high,” he said. Acklands-Grainger gets new president Industrial distributor Grainger has named Court Carruthers president of its Canadian subsidiary, Acklands-Grainger Inc. His new responsibilities include growing and improving Grainger’s business operations in Canada, which had sales of $428 million USD for the nine months ended Sept. 30, 2006. AARO names new operations manager Long-time employee Diane Freeman has been promoted to the position of operations manager for the Automotive Aftermarket Retailers of Ontario. The association, which represents about 700 automotive service shops across the province, is still headed by executive director Bill Burkimsher, who says it’s prudent to start getting the next generation of leadership in place.“Diane is the heir-apparent,” he said in a phone interview. Burkimsher said he wants “things to go smoothly” when he eventually steps down but admits it’s hard to let go.“We all think the world will stop without us!”
12 CANADIAN TECHNICIAN
Out
&About
Award of Excellence CARQUEST names MSJ Automotive in Windsor top TechNet shop in North America. By Allan Janssen John Sawatsky, owner of MSJ Automotive in Windsor, Ont., never comes back from the CARQUEST Excellence Awards empty handed. Three times he came back with lots of great ideas to improve his shop. And this year he came back with the title of top TechNet facility in North America. “You can learn a lot MSJ Automotive in Windsor, Ont., is one of only 11 repair when you spend time facilities in Canada that has earned the ASE Blue Seal. This with a core group of year it became the first Canadian winner of the CARQUEST really excellent shops,” Excellence Award, North America’s top TechNet shop. he says. “Each year, I’ve come back from this event energized, and excited to try was still called ‘AutoPLACE.’ And his harder and improve a little more. This success in the Canadian Excellence year, I guess, it paid off.” Award competition (a four-time winner) John earned the right to compete made him a regular member of the against 10 other TechNet shops from TechNet advisory board, where shop across the United States by winning the owners discuss the banner’s future. Canadian competition earlier this year. CARQUEST CANADA president He becomes the first Canadian winner in Steve Gushie says MSJ Automotive the CARQUEST Excellence Award’s Services exemplifies the commitment of 15-year history. providing quality customer support “It’s a real honor,” he says, “and humand satisfaction. bling too.” “We are very proud to have John John and his wife Cathy founded MSJ Sawatsky and MSJ Automotive Services Automotive Services Ltd. in 1989, naming as our business partner, and for them to it after their three daughters, Melissa, be the first Canadian winner of the Stefanie and Jaclyn. CARQUEST Excellence Award,” he said. “It was an award for MSJ In addition to a trophy for his display Automotive,” “I can spearhead the busicabinet, John won a Super Bowl-style ness, but I could never have won the commemorative ring, a $10,000 store award myself. The win belongs to the credit, and the honor of being the starter whole team he stresses. He employs at the next Carquest 300 NASCAR race in seven licensed technicians, three apprenCharlotte, N.C. tices, and five support staff. Rex Sarson, owner of Stop ‘N’ Go Over the years he’s become a big supServices in Burlington, Ont., earned porter of CARQUEST’s ‘TechNet’ banner honorable mention in this year’s program, which he joined in 1998 when it competition. NOVEMBER 2006
OUT & ABOUT
Supplier News Alberta tourney raises funds for scholarships The Northern Alberta Division of the Automotive Industries Association of Canada raised $4,459 for industry scholarships during its fourth annual Rick Gibson Memorial Fall Classic golf tournament in September. Part of the money will fund the Rick Gibson Award, which awards $500 each to three automotive students at the Northern Alberta Institute of Technology.
Jim Moore of Delphi leads a seminar at CarFixWORLD, held in Toronto Sept. 29-Oct. 1
New trade show focuses on training and human resources
A
sea of high school students stormed the gates on the opening day of a new Toronto-based automotive trade show. About 2,600 tech students from across Ontario attended CarFixWORLD – the brainchild of the Business Information Group of automotive trade magazines. Over the three-day event, hundreds of shop owners and technicians from auto body shops and mechanical repair shops attended, to visit more than a hundred exhibits, and sit in on a number of seminars and workshops. Featured speakers included management expert Bob Greenwood, industry analyst Dennis DesRosiers, and trainers
like Craig Van Batenburg of Automotive Career Development Center, and Jim Moore of Delphi. In addition, the show included free giveaways, career seminars, human resources information, and a number of competitions and activities to keep attendees busy. Total attendance for the three-day event was just under 5,000. “We would certainly have welcomed more attendance, but for a brand new event, this gives us a very good foundation to build from,” said show manager Carol Bell-LeNoury. She added that plans are underway for the 2007 event.
Mike McIvor of McIvor Automotive in Kingston, ON, sent in this shot of a 1994 Ford pick-up with a custom “tie”rod installation.“The customer drove 30 miles to the shop for the repair,”Mike reports.“He was very pleased with his patch job, and showed no real concern about safety.Talk about DIY!”
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
NOVEMBER 2006
Grote adds new faces to its Canadian team Grote Canada is pleased to welcome Guy McIsaac to its Central/Atlantic Canada Team. Guy is the new Grote Technical Specialist for Atlantic Canada, bringing with him a wealth of experience from the sales profession. Grote has also added Neal Willson to its Western Canada Team. Neal is the new Grote Technical Specialist for Northern Alberta & Northern British Columbia. Beck/Arnley restructures sales department Vince McMahon has been named Beck/Arnley’s vice president and general manager. John Murphy has been promoted to vice president of sales for the traditional WD market in the eastern U.S. Vince Tramontano will remain vice president of sales for the traditional WD market in the Western U.S., and Jerry Stevens remains vice president of sales for Canada. Doug LeBoeuf has been named vice president of sales administration. Pat Moran will fill the new position of national import specialist sales manager. And Robin Kasten has been promoted to the newly formed position of inside sales manager. More reps for Mitchell 1 Mitchell 1 has announced it is expanding its sales team by recruiting independent sales representatives to cover new territories throughout the United States and Canada, according to Dan Williams, senior director, sales operations.“Mitchell 1 is currently enjoying large scale growth across the board; therefore, we are looking for individuals to join our team who have proven sales experience, as well as possess the drive and ambition that it takes to succeed at a top-rated company,” said Williams. AIA announces winners of Marion Roberts Scholarship From social workers to doctors, 54 young adults will be better able to pursue the career of their choice with a little help from the Automotive Industries Association (AIA) of Canada. The scholarship, available to children of AIA member companies, are awarded based on academic achievement, leadership skills, and community involvement. The Marion Roberts scholarship applicants do not have to be pursuing a career in the aftermarket; they can be pursuing any field of study, at any post-secondary level, at any Canadian college or university. Scholarship recipients receive $500 to offset tuition fees. Applications can be downloaded from the AIA web site at www.aiacanada.com. The deadline for the 2007 scholarships is July 15, 2007.
CANADIAN TECHNICIAN 13
MANAGEMENT
S.O.S. PLAN
to get away
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.
We all need a break sometimes, but we won’t get it if we don’t make it happen!
d, but tty goo out pre g n i o k r is wo star t t I ju s t and she t r a o h s t i v : s d Kelly i ng is t seem vice a orst th o me! I e a ser . The w o g et t w I h av t t o r n a g p n o a i s t OK, love g falls ly star ng if I er thin is real wonderi n anoth siness e u s h b i t s y d i my l n h i t y fam ’s not thing a kids. M two. It on one d e n d h a e t s e u e f c c balan nd. get fo r my wi ndersta eem to time fo don’t u can’t s little t t s s o u u s j j e y I v I ha them! hat the mands t re than many de ness mo i o s s u b s a e th just h siness this bu fault;
Dear Erol: One thing I learned after a few years of running my own business was that it’s tough to run a business and enjoy life at the same time. There are so many details and so many things to do. I used to go into the shop early in the morning and write a todo list. I’d be busy all day long but when I looked at my to-do list at closing time, the only thing ticked off was me! I used to tell people, “Ever since I started my business I only work half days.” When they looked surprised I’d add, “Well, 12 hours… that’s half a day, right? Sometimes I’d come to the clear realization that my business was interfering way too much with my family life. I’d have those “wake-up calls” when you just know something’s out of whack and you have to take action. When I read the 14 CANADIAN TECHNICIAN
book “Family First” by Dr. Phil, it helped me put things into perspective and created a true desire to make major changes. But it isn’t easy. I’ve come to realize that I wasn’t alone in this struggle. Almost everyone in our management group deals with the same issue. One guy told us he hadn’t had a holiday in 26 years! His son, who’s also in the business, told us he hadn’t taken a holiday in the 14 years he’d been working with his dad. What’s that all about! We would never treat an employee that way; why would we do it to our own kids? The son had even gotten married and couldn’t even take time off for a honeymoon. He just promised his wife, one day they would. I have often wondered if they ever got around to that. They dropped out of the group, saying they didn’t have time for management training.
Erol, one of the smartest things I ever did was to block off days to spend with my family. Now I block off spring break every year, because I hate to go to work when the weather’s turning nice and the kids are out of school. As soon as we know the dates for spring break, I start planning ahead, working to ensure I can take the time off and have the business running well without me. I realized there were two main things I needed to do in order to get some time away from work. Once I started doing these things, I saw that they are great business practices, even if I’m not trying working toward a holiday. Here is exactly what I did, and I’d encourage you to do the same.
Schedule work ahead Focus as much energy as you can to fill NOVEMBER 2006
my life! If you need more information on this, I have a great Word document that explains how to go about making this change for your business. It includes a step-by-step explanation, more of the benefits, and a few testimonials from shop owners who have tried it. Just send me an e-mail at kellythecoach@aol.com and I’ll send it to you.
Larry Dickison
Fly on points
your shop’s appointment schedule in advance. Dentists have been doing this successfully for years. And pre-booking is a natural fit for the auto repair industry – even more so than for dentistry. After all, we don’t need the customer in our shop, we just need their car. And our customers can drop off their car the night before, or we can have it towed in. People can’t drop their teeth in the “night drop box” at the dentist’s office. Booking my customers’ appointments in advance helped me book my own appointments in advance. And my highest-priority appointment was spring break. I want to keep that date. I knew it would be a lot easier for me to take the time off if I knew the shop was going to have a steady flow of business while I was gone. It was neat to watch the March schedule fill up. Sometimes I’d start looking as early as December – a full three months ahead – and be thrilled to see more than 20 appointments already booked for March. By January it would be more than 30 appointments. By February, when I saw an average of seven or eight appointments for every working day in March, I knew the shop would do just fine while I was spending spring break with my family. We try to leave 20 per cent of the day unscheduled, reserved for jobs that take longer than we expect, and for the inevitable drop-ins. Erol, this system has served us very NOVEMBER 2006
well over the years. Booking the next appointment has allowed us to concentrate on maintenance work like timing belts, factory-recommended service work, and flushes. We can also pre-order a lot more parts because we know what we’re going to be doing in a given day, and on what type of vehicle. It has certainly reduced my stress, as I knew we had enough work booked to keep everyone busy. And, most importantly, it has evened out the peaks and valleys that played havoc with my bookkeeping. Just as importantly, it offers true benefits for my customers as well. They can plan their days better. They can budget for the big jobs that they now know are coming. And because I’m so involved in their vehicle’s maintenance, I can ensure they’ll never have the kind of major breakdown that will leave them stranded somewhere. When we pre-book appointments, we let the customer know it’s only written in pencil. We’re going to call them a week in advance to confirm it with them. And we also call the day before, just to remind them. This has been perceived by the customer as a very professional way to handle things. And, for the record, we’ve been tracking the results. More than 90 per cent of our customers keep their appointments each month. Pretty cool, eh? Booking the next appointment has not only improved my business, it’s improved
The second thing I do to prepare for time off is to rack up travel rewards. I found out which credit cards offered the best program (for my purposes it turned out to be the Alaska Air Lines Visa) and started charging everything I could for the business on that credit card. I paid my suppliers with that card, I paid my phone bills with that card, I even got a second card for personal purchases and started buying groceries with it. I asked every vendor I dealt with if they accept credit card payments, and used my card as much as I could. (Of course I never charged for things I wouldn’t be able to pay off in full when the bill was due. You don’t want to end up paying high interest rates!) When vacation time rolled around, I was ready! Plan to take time off, Erol. You owe it to yourself and your family. Well, speaking of time off, this is my last day before heading to Nicaragua with my oldest son. We’re doing some volunteer work with an organization that helps children in need. On my way back, I’ll be attending the CARS convention in Las Vegas, part of Automotive Aftermarket Industry Week. It is a fantastic event with really great training. I’m really looking forward to it. You should plan to attend that show at least once in your career. As always, I’m only an e-mail away. – Kelly
Kelly Bennett is a certified management trainer with 14 years experience coaching automotive repair shop owners. You can reach him at kellythe coach@aol.com or visit www.kellybennett.ca
CANADIAN TECHNICIAN 15
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The Greenwood REPORT It is time for a new energy, a new spirit, and a new passion to lead the way in our industry. By Bob Greenwood
T
he independent sector of the automotive aftermarket industry has evolved over the last 30 years from a largely mechanical world to an increasingly digital environment. Moving parts have been replaced by electronics. This is not something we brought upon ourselves. We have no control over this kind of transformation. Rather, it is thrust upon us by the vehicle manufacturers, who constantly redesign their products to incorporate new technology. The best we in the aftermarket can do is to attempt to understand the latest developments and react accordingly. In such a rapidly changing environment, experience plays a vital role not only in maintaining a profitable heading, but in plotting the best course for the future. Here’s the problem: the available experience in our industry is aging. It’s getting ever nearer retirement, and very little thought is being given to how it will be replaced. We know that the average age of a technician in Canada is 53 years old. Furthermore, the average independent shop owner in Canada has been in business for 18 years. That means the present generation of shop owners has not only NOVEMBER 2006
Getting tomorrow’s
LEADERS in place
witnessed, but worked through, the most dramatic changes since the 70s. But the real question is whether shop management has made the necessary transitions in the way they go to market. Are their businesses evolving with vehicle technology? Or are they stuck in the 1970s? Ironically, clinging to past successes, expecting them to continue to work even when market conditions have changed, is a recipe for disaster in this industry. I would suggest that outdated man-
agement principles have created the inertia that now hinders much of the independent sector of the aftermarket industry in Canada. Consider the following: ■ Has the average shop owner understood the aggressive processes, new investments and strategies of the new car dealerships in obtaining and retaining the service business of the consumer? ■ Has the average shop owner reacted to the dealership threat by ramping up CANADIAN TECHNICIAN 19
THE GREENWOOD REPORT
their entrepreneurship and raising the bar of customer service even higher? ■ Has the average shop owner embraced their role as manager and learned how to fill that position even better? ■ Has the average shop owner dismissed suggestions that it was “better in the old days” and concentrated instead on how to tackle today’s challenges? ■ Would the average shop owner forestall retirement and choose to stay at the helm of his business for the sheer joy of the job? Unfortunately, I believe that if a detailed study was taken across Canada, the answers to all of these questions would be no. In other words, the current experience level within the sector has reached “burn-out” status. I believe the aftermarket must begin to transition to a new generation of owners. And this process has to begin as quickly as possible. To accomplish such an undertaking the following steps must be taken.
Acceptance The current generation of shop owners needs to acknowledge, immediately, that it is tired and is finally willing to allow a new management, with fresh ideas, to move in. This can be the biggest hurdle as too many current owners’ personal egos and deep fears of insecurity will come to the forefront.
Training The new management team must be brought up to speed on modern business measurements and processes. They must be given the tools to ensure financial security for the entire shop. And this should be done before any transition takes place.
Planning A five-year business model must be developed – preferably immediately following the training process, and timed to be launched as quickly as possible.
Negotiate The transition must be planned in such a way that the current management’s personal financial security will be ensured. This is not a lottery! A reasonable month20 CANADIAN TECHNICIAN
ly income should be paid by the new management team to the old management team. A deal that is acceptable to both sides will not come without a very important ingredient: compromise.
Communicate The new management team must immediately convey its vision to the entire shop, insisting on a new attitude and culture of excellence. Everyone in the shop must take their responsibilities seriously. The ultimate aim is to raise the customer-service bar. If current staff do not want to raise the bar and carry their fair share of responsibility, an exit plan must be drafted for them. No successful shop can afford to carry “old attitudes.” Once the right people are in place, and the entire operation adopts a “let’s get this done” attitude, management training can begin and a complete transition can take place within six to eight months. Is this aggressive? Yes. Is it possible? Absolutely! But the “will” and “focus” must be there. So where do we find the next generation, the transitional team to take over the business? In many cases, the team may be a current family member who has a true desire to move the business forward. Perhaps Mom or Dad has never had a full discussion with their children, whom they consider to be “not quite ready yet.” Could it be that Mom or Dad’s lack of confidence in them is actually holding their kids back? Kids today love challenges, and when they have passion to boot, there’s almost no stopping them! The emotional barrier that some owners are throwing up needs to be acknowledged and discussed. Current management should also take a close look at their current staff members. There could be one or two with a true desire to own their own shop. They’ve been active in the business and are familiar with the clientele. Perhaps they should be given their shot. Too often when succession plans are discussed, they are done so off-the-cuff or treated casually, over a cup of coffee. That’s not going to cut it. A real discussion has to take place, not over a sandwich in the lunch room. This is a four-
hour dinner conversation. Realistically, if such a transition takes place it is most likely that current management must still stay in place for two to five years. This would have to be fully discussed. Current management should not be thrown out the door. They could have a vital role in an advisory position. For example, they may be brought in on any discussion that involves expenditures of more than five thousand dollars. Since it’s no longer their money that they’re spending, they can offer truly objective advice. Keeping the old guard around also helps placate a sometimes skittish clientele which could become unnerved at the emergence of a totally new team. They’re used to dealing with the current management. They’ll be put at ease if they still see those friendly faces. A process as potentially complex as management transition cannot be covered exhaustively in one article. This is simply an encouragement to start the process. Crossing all the “t’s” and dotting all the “i’s” will require honest and frank negotiations. The upside for your business – and the industry in general – is a new energy, a new spirit, and a new passion to lead the way. We must start talking now. Let’s get on with a changeover that will help all of us take market share back and secure a profitable, professional career for the next generation. I welcome your feedback. Bob Greenwood is president of E. K. Williams & Co. (Ontario) Ltd., a management consulting company specializing in independent automotive service and repair shops (www.ekw.ca). He’s also president and CEO of the Automotive Aftermarket E-Learning Centre, a business management resource for shop owners (www.aaec.ca). Bob can be reached by phone at 800/267-5497; by fax at 613/836-4637; or by e-mail at greenwood@aaec.ca. NOVEMBER 2006
The oil-change
SPECIALIST Even ‘routine jobs’ require expertise. By Hans Zundel There are many jobs that technicians have a love-hate relationship with. A quick trip through the Canadian Technician forum is enough to reveal some of our favourite jobs. But when it comes to the work we’d rather avoid, none generates moans and groans like the good-old oil change. Most of us technicians got our start changing oil and busting tires, so it’s not surprising that after a few years, we feel like we’ve paid our dues. But, believe it or not, there’s an argument to be made for having the experienced tech take a turn on oil-change duty. Shop owners advertise cheap oil changes as a way to generate traffic in the bays. Once you’ve got the car in the shop, it becomes your job to make it pay. An experienced technician with open eyes can generate legitimate sales. You know, for example, which cars eat ball joints. You know that uneven tire wear warrants a quick suspension check. And how often do you see low coolant, or a six-year-old car with original hoses? While you’re driving the car into the bay, take a second to turn the heater fan on. Low airflow indicates the cabin filters need checking. Or a new blower resistor might correct that pesky “highspeed only” problem you just found. It doesn’t take much effort to track down maintenance items like cracked belts, worn tensioners, overdue tire rotations, or necessary brake work – all of which can add parts and labor to any ticket. Usually all it requires is a simple glance. If you find a leaky strut, a rustedout tailpipe, or a little green drip hanging from the lower rad hose, you’ve uncovered a problem which left untouched could develop into a real safety concern. There are simple tools and products NOVEMBER 2006
designed to help you generate more maintenance services. Brake fluid testers can be used to find deteriorated brake fluid with a lowered boiling point. A little pH paper strip can uncover coolant that’s eating away at your customer’s expensive engine parts. I once saw a shop waiting area that had samples of “new” fluids on little white squares of cloth stapled to a chart. They would use the same type of squares to wipe the transmission dipstick or power steering fluid. Show the client and, presto, he’s asking for a transmission service or brake fluid flush. To be honest, when running my own shop, I found my junior guys missed a lot of stuff on oil changes. In fact, I preferred to have a more experienced technician do them. Some shop owners will tell you the oil change is a routine job with little potential for an expensive comeback. That’s why they give those jobs to the least-trained tech. But how difficult is it to explain to a long-time client that your junior guy missed that leaky radiator just before he left for his summer vacation? Your steady, long-time
customers expect you to keep them motoring trouble-free. If you’re on a flatrate pay system, being assigned to do an oil change can seem like punishment. If that’s how you feel about it, talk to your boss and find out what his goals are with the oil change promo. Maybe it’s just for a few weeks. If you can generate some extra work doing oil changes, you can bet your boss will be happier and your paycheque will show it too. When I was flat-rate, I negotiated a minimum of 0.5 for an oil change, no matter what the retail charge. If you add 0.5 for a belt, 0.7 for a cabin filter and 1.0 for a transmission service, you’ve turned a simple oil change into a decent job and made your boss a little profit on parts, too. Paid hourly? It may not be glorious work, but it beats replacing rusted-out brake or fuel lines on mid-90s Corsicas. Enjoy the oil changes as bubble gum for the brain, and keep a smile on your clock as the boss hands you your paycheque. Either way, only you can control your reaction if you think you’re being dealt a bad hand. Your attitude dictates how you feel at the end of the day… and how both your boss and your peers perceive you. Hans Zundel is a licensed technician at Premier Automotives in Fort McMurray, Alta., and an administrator on www.canadiantechnician.ca/forum. CANADIAN TECHNICIAN 21
Trial by
FIRE work for you. In Steve’s case, he opted out of “business interruption insurance” which would have paid him during his down time. “I always opted out of that,” he says. “But I don’t think that was a bad thing ultimately. By opting out, I had 21 years of savings in my premiums. It would have been nice to be compensated for five months of lost business, but I did all right. It worked out OK.”
Know what you’re covered for
Steve Booy, owner of Steve’s Automotive in Woodstock, Ont., became a poster-boy for RBC following a devastating fire and a relatively smooth rebuilding process.
What one Ontario shop owner learned when his business went up in smoke. By Allan Janssen
S
hortly after 7 a.m. on Feb. 3, 2004, Steve Booy was still at home when he got a call that smoke was billowing from his automotive repair shop – Steve’s Automotive – in Woodstock, Ont. The fire department arrived at 7:10, and by the time Steve showed up at 7:15, the building was fully involved. By 10:30 a.m., it was just a shell. Later that morning, Steve sat, a little shell-shocked, in the pancake house next door and wondered what to do. His 21year-old business was gone. Little did he know that, as devastating as the fire was, this would turn out to be a relatively short interruption in business, and he would emerge from the tribulation, five months later, with a bigger building, more customers, and stronger business. “You have that moment of devastation, thinking about what you’ve lost,” he says. “But then you realize you have to roll up your sleeves and start to rebuild. You have to.” It was also a learning experience. If you’ve never considered how potentially 22 CANADIAN TECHNICIAN
devastating a fire could be to your business, here are a few things that Steve learned – the hard way!
Be fully insured Watch out for the “co-insurance clause” which protects the insurance companies against people who under-insure their premises. For example, if your business has a value of, say, $1 million, and you only insure it for $800,000, you’re 20 per cent short. If you make a claim – for the full value or a portion of it – you’ll get only 80 per cent of the value. In Steve’s case, he had full coverage for the premises and its contents, so he was able to claim the full value. “If you haven’t kept up with the true cost of replacing what you have, you might now be under-insured,” Steve warns.
Know what coverage you need Increasingly, insurance companies are offering a menu-board of services that you can opt in or out of. It’s good to know your options and determine if they
What your agent tells you, versus what’s been written down can be very different. Steve had had discussions with his broker about a kit car he was building. He was assured it would be covered, but no record was made of it. After the fire, the kit car was one of the first things ruled out for coverage. Steve objected and, after much back and forth, the insurance company paid up. “I have become a very different insurance shopper. Now if I sit down with my broker and we discuss a number of things, I itemize them all on paper,” says Steve. “They keep a record, and get you to sign it. You have to do the same to protect yourself.”
Get what’s yours Most people will ignore the smaller things that aren’t covered when they see the big cheque that covers everything else. “Put yourself in the insurance companies’ shoes,” says Steve. “They have to pay for everything that they can’t deny coverage for. They’re going to try to deny coverage for as much as they can. And then you have to fight for it. It’s costly to fight for it and if you lose it’s extremely costly, but if you have a good shot at winning, challenge them.” In his case, he fought hard for a $40,000 item which was originally denied. He lodged a legal challenge which could have ended up costing him an extra $40,000 in legal fees, but he won the challenge. NOVEMBER 2006
Keep customers in the loop Reopening can take months if not years. You can lose a lot of customers if you’re not careful. “We kept in touch with our clientele with a newsletter,� says Steve. “We just wanted to let people know what had happened, and how we were getting along with the new building. We kept everyone in the loop. When we finally opened up again, they all came back, plus more.�
just be a matter of turning in numbers and I would fit into a box,� says Steve. He shows the same loyalty to his automotive suppliers as well. Rather than shop around for parts he has developed a relationship with Gorwood Automotive, a Carquest jobber. “Service, availability and quality is what I’m looking for,� he says. “If I’m getting that, I’ll reward my supplier with loyalty. It would have been easy to pack it in after such a crippling fire, but Steve
never even considered that. He had been on track for a three-bay expansion, so, fire or no fire, he decided to go ahead with that. The end result is a clean, open, quiet new shop with 20-foot ceilings and lots of special features like a computer room and lunch room for the techs. “We made the most of it, I would say. And I think it’s turned out pretty well,� says Steve. Judging by how busy the shop is, his clients would probably agree.
Alarms are inexpensive “I didn’t have alarms in place,� Steve admits. “I found out later that heat and smoke monitoring was a $500 upgrade and a small annual fee. That could have saved my business. When I look back now, what a stupid thing! They would have alerted the fire department that much faster. I might only have lost an interior wall.�
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Concentrate on the job at hand Steve chose to close the shop during the rebuilding process. He had a temporary facility lined up but then decided not to use it. “That was probably the smartest thing I did,� he says. “Actually it was a family member who challenged me and said, do you really want to open in a temporary facility. Why don’t you concentrate on rebuilding, and forget about trying to do half a job here and half a job there.� He spent all his energy getting his shop rebuilt and not being distracted by a second location which could have confused customers about where the business was.
!RE 9OU 'ETTING 6ALUE &ROM 9OUR $ECISION 3ELECTING THE RIGHT LIFT IS ONLY PART OF WHAT YOU NEED TO CONSIDER !SK YOURSELF THESE QUESTIONS s 0RODUCT QUALITY n )S THE LIFT THIRD PARTY TESTED BY %4, AND CERTIl ED BY THE !UTOMOTIVE ,IFT )NSTITUTE !,) s 2ELIABILITY AND PERFORMANCE n $OES THE MANUFAC TURER HAVE A SOLID HISTORY IN THE LIFT BUSINESS !RE YOU CONl DENT THAT THE LIFT WILL PERFORM LONG TERM s 3UPPORT n !RE PARTS READILY AVAILABLE #AN YOU GET LOCAL SERVICE #AN YOU ANSWER 9%3 TO THESE QUESTIONS )F NOT YOU MAY BE PUTTING YOUR BUSINESS REVENUE AND YOUR TECHNICIANS AT RISK FROM UNEXPECTED DOWNTIME 9OU NEED TO HAVE CONl DENCE AND TRUST THAT YOU RE MAKING THE RIGHT DECISION
Loyalty counts
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Your relationships with your bank and your insurance broker have to be nurtured and developed. In times of need, that can come in handy. In Steve’s case, his relationship with RBC was so strong that rebuilding his business went quickly and smoothly. So much so that they incorporated him into their “FIRST� advertising campaign. His story became quite well known through newspaper and magazine ads, as well as radio spots. “Whenever we had to meet, I always invited my account manager to the shop because I wanted him to see my business, and see how we operate and what our needs are. If we met in his office, it would
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! LIFT OUT OF SERVICE TAKES REVENUE AND POSSIBLY CUSTOMERS AWAY FROM YOUR BUSINESS 9OUR PURCHASE IS MORE THAN JUST STEEL IT S A RELATIONSHIP 'ET THE MOST VALUE FROM YOUR DECISION CHOOSE A LIFT COMPANY YOU CAN TRUST &OR MORE INFORMATION CALL US AT OR VISIT US ON THE WEB AT WWW ROTARYLIFT COM
CANADIAN TECHNICIAN 23
When you’re under a vehicle, you want to know the lift can handle the weight! Here are four tips when looking for a hoist. It was just a routine alignment job. Robert Basile, a technician in Richmond Hill, Ont., was working on an old four-post alignment lift when the unexpected happened. While raising the front end of the vehicle off the ramp, the scissor jack suddenly gave way. The vehicle dropped back down to the ramp, and the jack crashed all the way to the floor, just inches from his feet. “It still scares the hell out of me!” he says. Ever since then, he has been careful to check every lift he works on before getting under it. “We work under hoists all the time, so you don’t give a second thought to it,” he says. “But now I make sure everything’s where it’s supposed to be, looks good, and the safeties are in place.” Robert was lucky. There have been serious injuries and deaths under hoists that succumb to a serious, catastrophic flaw. Even partial collapses can do serious damage to persons and property. The fact is, any number of things can compromise a lift – from undone maintenance to faulty manufacturing. When you’re looking for a new lift, you want ease-of-use, increased productivity, and versatility. But above all, safety has to be your first consideration. “Unlike other shop equipment, if a lift fails, a technician can be seriously injured or killed,” says Gary Kennon, chairman of the board of the Automotive Lift Institute (ALI) and president of lift manufacturer Rotary. “It is imperative that shop owners, managers, and dealer principals consider a number of factors including safety when deciding which lifts to buy.” ALI is an association of responsible manufacturers of automotive lifts. Its 24 CANADIAN TECHNICIAN
Feeling Vulnerable?
purpose is to promote safety in the design, construction, installation and use of automotive lifts, which benefits the users of automotive lifts as well as the manufacturers. In addition to maintenance tips and user guides, ALI helps shops understand what they should be looking for when they’re in the market for an automotive lift.
As the global sourcing brings more suppliers into the marketplace, tough questions need to be asked about manufacturing standards. Here are four tips for choosing a lift that’s right for you.
1. Buy certified only The gold “ALI Certified/Validated by NOVEMBER 2006
ETL� label indicates that a lift has been tested and certified to meet current safety standards. Only lifts that have passed testing by ETL, an independent company, can display this label. The certification is for an individual model of lift, not the lift manufacturer. If a manufacturer has one ALI-certified lift, that does not mean all its lifts are certified.
2. Inspect it yourself Look at the quality of construction. Do the welds appear thick and uniform? Are the steel components clean or are they covered with weld splatter? Do the inner arms fit snugly in the outer arms? Check for safety systems, including mechanical safety locks, arm restraints where fine adjustment is possible and a spotting dish (for frameengaging lifts) to ensure that the vehicle is positioned properly.
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3. Consider the maker
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How much experience does the manufacturer have in engineering and building vehicle lifts? What is its reputation? Who designed the lift? Is each lift individually tested to meet ALI safety standards before it’s shipped to the customer? Are factory-trained installers and technicians available, or are you on your own for installation and maintenance? Are the operating instructions that come with the lift clear and easy to understand? Does the manufacturer stand behind its lifts with a strong warranty? How much liability insurance does the manufacturer carry? Is the manufacturer certified to ISO 9001 quality standards?
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4. You get what you pay for
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If a lift seems unusually inexpensive, ask why other lifts cost more. Like with any tool or piece of equipment, a cheap lift will generally cost more in the long run because of excessive downtime and repair costs. Ask where replacement parts will come from, how quickly they’ll arrive and who will install them. What is included in the price – accessories, shipping, professional installation? What does the manufacturer do to ensure product quality and consistency? How is the lift packaged for shipping? Once a lift is installed, technicians also have responsibility for their own safety. Careless vehicle spotting and lift operation can lead to dangerous situations – even when using ALI-certified lifts. To avoid catastrophic failures: � Inspect your lift daily. Never operate it if it malfunctions or if it has broken or damaged parts. � Operating controls are designed to close when released. Don’t block open or override them. � Never overload your lift. The manufacturer’s rated capacity is shown on a nameplate affixed to the lift. � Only trained and authorized personnel should position the vehicle and operate the lift. � Load a vehicle lift carefully. Position lift supports to contact at the vehicle manufacturer’s recommended lifting points. If you’re working under the vehicle, the lift should be raised high enough for the lift’s locking device to engage. Be cautious about the lift you buy and vigilant about the upkeep. Your safety depends on it!
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To learn more about lift certification, lifting points, and shop safety, visit ALI’s web site at www.autolift.org. NOVEMBER 2006
CANADIAN TECHNICIAN 25
Pulling BACK Four things to check when confronting a stubborn brake-pull.. By Claire Newman Despite best efforts, brake jobs don’t always go as smoothly as planned. When a problem persists, it’s usually minor... but the vehicle still cannot be released to the customer until it is corrected. Some stubborn problems – like brake pulls – can be resolved easily enough when you stick to the basics. If the vehicle didn’t have a pull before the brake work was done, start by making sure the problem isn’t related to vehicle hydraulics or some other system. Common culprits include air in the system, or a problem with the proportioning system or master cylinder. Also, the vehicle could require an alignment or be experiencing front-end issues, or bad wheel bearings or tires. The list goes on and on. But where there’s no obvious cause for a brake pull, here’s are some things you can do to help correct the problem as quickly and effectively as possible.
Binding components Shims which restrict brake pad movement or which allow greater movement on one side are likely to cause pulling problems. This is most often the case if there was heavy build-up of corrosion in the caliper and the surfaces weren’t properly cleaned—or if the surfaces were aggressively cleaned with a grinder to save time. Tolerances are often incredibly small and the tiniest amount of foreign material may cause pulling. Check the pads to make sure they “float” correctly in the brackets. Remember to clean the mating surfaces thoroughly without distorting the surface. If the brake shims aren’t being replaced, they should be thoroughly cleaned of corrosion and grime, and then securely reinstalled. If a vehicle develops a sudden brake pull immediately after brake work, binding components may be one of the easiest things to check. 26 CANADIAN TECHNICIAN
Brake components should be thoroughly cleaned of corrosion and grime, before being securely reinstalled.
Contaminated friction surfaces
Adjustments
Ensure these are clean and free of grease or fluids. Greasy finger marks or excess lubricant which makes its way on to the friction surfaces may be the source of braking problems. Once the brakes heat up, the grease may spread and worsen the problem. Brake fluid may also cause problems if it contaminates the linings or friction surfaces—something to keep in mind if the hydraulic system was opened or the caliper was leaking. Also, be careful when cleaning the discs or drums. Using the incorrect solvent to clean the surfaces may cause problems rather than repair them.
Rear drum brakes or cables can cause problems if not adjusted correctly or if they bind or hold their position. Sometimes simply removing a brake drum which hasn’t moved in a while is enough to cause problems. Checking parking brake operation might be enough to make a cable stick. Quickly checking the rear brakes for problems is often the fastest way to correct problems. Make sure the cables and levers retract fully and don’t leave the parking brake partially applied. Vehicles which use the “drum/disc” system may be more susceptible to problems—checking the lever or adjuster mechanism from the back of the backing plate may reveal the source of the problem. These steps could save diagnostic time and prevent a minor concern from becoming a major headache.
Caliper problems In the same way that shims can cause problems, caliper pistons can bind or leak when moved backwards, causing problems when the brakes are applied on a road test. The brake hoses, which connect to the calipers, could also cause problems if they’re damaged internally (often from clamping the hose to remove the caliper without spilling hydraulic fluid). Carefully inspect the caliper and hoses and make sure the parts move freely and retract as required.
ASE certified technician Claire Newman has been licensed since 1994 and has attained GM Grandmaster status since 2001. She has worked at a number of dealerships and independent repair shops, including a specialty race shop. NOVEMBER 2006
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AUTO PUZZLE
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Alignment angle. Commonly used diagram in electronic diagnosis. In-cab safety system. “Known ______.”A functioning part. Automotive trade show held annually in Las Vegas. Sudden engine shut-down. Lessen. Not very obvious. Oldsmobile nameplate. Body of water. Air conditioning system oil type. Engine sound. Rip. Electricity producer. Ford workhorse. The color of cowardice.
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Mercury nameplate. Fastened with rope or string. To switch position of tires, front to back, right to left. Most cars have four. Laboratory animals. Shop. Type of weld, usually for low-strength applications like wires. 8 Protects seat from UV damage, stains, and rips. 11 What an offensive player is expected to do during a game. 12 Having to do with the moon. 15 ________-ratio.Also known as tire profile. 16 Evaluate. 17 Subaru nameplate. 18 Constricted passage. 21 _______-shift. 22 Cost. AUGUST 2006 August 2006 Auto Puzzle L E V E A S E C E X R O C K A S E V E A U N T I B E O D I L
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Add More Life To Your Car Havoline® has entered a new century of adding more life to your car. Moving forward, we will continue to embrace vital new technology that translates into value-added solutions for your business.We’re looking towards the future, but we’ll never outgrow the world-class performance and solid technical expertise that got us here in the first place. For more information call 1 800 465-2772 or visit www.Havoline.com
K
Congratulations to Rod Campbell of Fountain Tire in Regina,SK,winner of a set of Havoline Die Cast Cars for solving our August 2006 puzzle.
Win 100! $
Send your solved puzzle to Canadian Technician.We’ll draw a winner on Feb.17, 2007.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 nickname do you use in the shop for a particular part or service? (For example: “Toe-and-go” for a quick alignment job.)
© 2006 Chevron Global Lubricants. All rights reserved.
Wiper blades The new Exact Fit Wiper Blade from Trico Products is engineered to fit the unique pinch tab arms on current vehicles including the BMW 5 and 6 Series; Buick Lucerne; Mercedes-Benz ML, R and SLK Class; Pontiac G6; and Volvo S, V and XC Series. The new 13” and 14” blades require no adaptors or complicated instructions for installation. TRICO Exact Fit wiper blades additionally feature OE-grade materials, including highstrength steel, corrosion-resistant epoxy coating and superior caliber natural rubber. Trico – For more info, go to www.aptmag.ca/products/41701
Richard and Kyle Petty, this DVD contains valuable training and risk management information designed in a manner that will engage today’s technicians, shop owners and vocational students. ALI’s new video kit contains a copy of the DVD along with a reproducible written test, instructor’s answer key and user guide. A copy of the Institute’s Safety Manual and Safety Tips Card are also provided. ALI – For more info, go to www.aptmag.ca/products/41702
Safety glasses Matco has introduced new S4200XC-Protege
Lift Safety DVD The Automotive Lift Institute has produced a new Lift Safety DVD, entitled “Lifting It Right,” endorsed by the National Safety Council. Hosted by racing legends
Safety Eyewear, featuring black frames and a stylish floating lens design for increased flexibility and fit. It has a secure wraparound brow that expands to fit a wide range of users. The S4200XC glasses are ultra lightweight and have soft temple tip pads to stay
snug, while clear nose pads prevent slipping. Matco – For more info, go to www.aptmag.ca/products/41703
Spark plug Bosch has introduced the new Platinum Ir Fusion spark plug. It combines an iridium and platinum center electrode with Bosch’s exclusive surface air gap technology and yttrium-enhanced ground electrodes to deliver better-than-OE performance. Bosch’s Platinum Ir Fusion is the industry’s only spark plug that combines iridium and platinum in a patented fused fine wire center electrode design. This provides a more durable and long lasting center electrode, better heat dissipation, and lower, more stable ignition voltage requirements. Bosch – For more info, go to www.aptmag.ca/products/41704
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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. 28 CANADIAN TECHNICIAN
MY JOB TITLE IS (CHECK ONE ONLY): ❑ Shop owner / Shop manager ❑ Administration ❑ Service writer / Service manager ❑ Lead technician / Shop foreman ❑ Technician ❑ Apprentice ❑ Other (specify):_________________ 5. Average number of vehicles serviced at this location per week: _______________________________________________________ 6. Number of service bays at this location: _______________________________________________________ 7. Number of mechanics/technicians employed at this location: _______________________________________________________ 8. Number of apprentice technicians employed at this location: _______________________________________________________
What would you like to see more of in Canadian Technician?
❏ Human interest stories and profiles ❏ Technical articles ❏ Business management articles ❏ New product information ❏ News about supplier companies
November 2006
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
NOVEMBER 2006
continued from page 30
Manifold installation set
Pre-assembled struts
Technicians won't have to worry about making multiple trips to the parts store when servicing GM Vortec V6 and V8 engines, thanks to the new Manifold Installation Sets (MIS) from Victor Reinz. The new MIS kits include all of the gaskets and components needed to properly service the intake manifold, including: Victor Reinz's newly redesigned premium intake manifold gaskets, valve cover gaskets, plenum chamber gaskets, RTV, EGR gaskets, throttle body gaskets, fuel injector O-rings distributor mounting gaskets, and water outlet gaskets. A variety of part numbers are available to fit all GM vehicles, including truck and passenger car engines. Victor Reinz - For more info, go to www.aptmag.ca/products/41705
The Monroe has increased the coverage of its Quick-Strut replacement strut assembly. Introduced in 2004, the Quick-Strut assembly is the first comprehensive, fully assembled replacement strut solution. Engineered to help service providers significantly reduce the time required to perform a complete strut replacement, Quick-Strut assemblies feature a replacement bearing plate, upper and lower spring isolators, upper spring seat, coil spring, boot kit, and premium application-engineered Monroe Sensa-Trac strut. The latest Quick-Strut assembly part numbers include units for the Ford Focus (2000-04), Honda Accord (1990-93), Toyota Corolla (1993-2002), and Volkswagen Jetta (1993-98, 4-cylinder). Tenneco - For more info, go to www.aptmag.ca/products/41706
ADVERTISER INDEX Advertiser
Page
Website Address
Phone
31
www.acdelcocanada.com
1-800-26-DELCO
Chevron Global Lubricants 6975A Pacific Circle Mississauga, ON L4T 1A1
9
www.texacohavoline42.com
1-800-465-2772
Matco Tools 25 Carissa Lane Holland Landing, ON L9N 1R6
25
www.nmtccanada.com
1-866-BUY-TOOL Franchise Opportunities 1-800-368-6651
4
www.ngksparkplugs.ca
1-877-2-Sparky
Robert Bosch, Inc. 6955 Creditview Rd. Mississauga, ON L5N 1R1
32
www.bosch.com
1-800-618-4729
Rotary Lift 2840 Argentia Road Unit #4 Mississauga, ON L5N 8G4;
23
www.rotarylift.com
1-888-256-4195
Snap-on Tools 2325 Skymark Avenue Mississauga, ON L4W 5A9
2
www.snapon.com
1-800-734-2676
SPX/OTC 5695 Whittle Road Mississauga, ON L4Z 3P8
18
ACDelco
NGK Spark Plugs Canada Limited 505 Apple Creek Blvd.Unit 1 Markham ON L3R 5R1
Wakefield Canada Inc. (Castrol) 3620 Lakeshore Blvd.West Toronto ON M8W 1P2 NOVEMBER 2006
16-17
www.genisysotc.com Contact local agent
www.wakefieldcanada.ca
1-888-CASTROL
Basil climbed up the ladder and turned on the ignition, but no bright lights appeared. “How can that be?” asked Beanie. “I had power here before.” Basil climbed down. “You probably still do. The real question is do you have a good ground. What we just did was test both the ground and power circuits at the same time.” Basil unplugged his tester and continued. “These vehicles are known to have problems with the harness itself, and GM recommends replacing the pigtail every time you do a pump. The wires can look good, but if you’ve got a poor connection somewhere, you’ll get voltage without any amperage capacity. Only by testing with a load stronger than your test light will a weak connection show up.” It turned out that Basil was right about the faulty connector; the ground terminal had internal damage that was difficult to see. Parts were ordered, and when Sam arrived with the new wiring repair kit, Beanie was ready and waiting with his hair slicked back and his eyes glued to her face. Apparently the headlight theory worked, for he practically floated back into the shop after she left. Basil sighed. “Love is not altogether a delirium, yet it has many points in common therewith.” He noticed our blank stares and added, “Thomas Carlyle said that.” “Hey,” said Beanie. “Did he just call me delirious?” “He sure did, Loverboy,” muttered Tooner. “You’re acting more twitterpated than Bambi in the springtime. Don’t forget what you just learned; shiny lights mean nothin’ if you’re not well grounded.” Beanie threw up his hands in exasperation. “Great! So is there some kind of homemade tester that’ll tell me if Slim’s Headlight Theory is reliable?” We all looked at each other and shrugged. “Not that we know of, Bean,” said Basil. “You’re on your own with this one.”
Solved a tricky shop problem lately? Think it would make a good story for The Car Side? Contact Rick at rick. cogbill@shawcable.com.
CANADIAN TECHNICIAN 29
The Car Side
By Rick Cogbill
A home-made tester can work wonders with a fuel-delivery problem, if not a lovesick apprentice.
30 CANADIAN TECHNICIAN
You Light up My Life…
Will Enns
I
hadn’t seen Beanie look so glum since he blew the subwoofer in his car. He was sitting on a stack of tires, shredding pieces off an old air filter and mumbling, “She loves me… she loves me not…” “Troubles in romanceland, Beanie?” I said as I pulled up a seat beside him. He sighed heavily. “Slim, she’s driving me crazy. I never know where I’m at with Sam.” Our erstwhile apprentice was referring to Samantha, the blonde, blue-eyed delivery girl from Herkle’s Auto Parts. The two of them had been dating on and off for a couple of years now, and I was about to offer some fatherly advice when Tooner walked in. “Give it up, Bean. You and Sam got nothin’ in common.” Beanie’s nostrils flared. “What do you mean by that?” he demanded. Tooner counted on his greasy fingers. “To start with, she’s smart, she’s good looking, she dresses well, she can hold an intelligent conversation, she…” “Ignore him, Beanie. He’s just yanking your chain.” I called Basil over. “Say, Baz, have you got any advice for our lovesick puppy?” “Beanie’s in love?” Our resident guru folded his arms across his chest and thought for a moment. “It does remind me of something Voltaire once wrote.” Basil closed his eyes and began to recite. “Love is a canvas furnished by Nature and embroidered by imagination.” Tooner snickered. “See, what did I tell ya; it’s all in your head!” “Aw, c’mon, guys! I need help here.” “Look, Beanie,” I said, “when it comes to love, I’ve always trusted in ‘The Headlight Theory.’ The next time Sam comes by, watch her eyes. If she likes you, her whole face will light up when she sees you.” Needless to say, he wanted me to order some parts right away, but we had
work to do. “Check out the ’98 Chevy pickup that Dutchy just towed in,” I ordered. “Apparently there’s no fuel getting to the rail.” It wasn’t long before Beanie was ordering up a new fuel pump. “Are you sure?” I asked suspiciously. “That was a pretty quick diagnosis.” “Positive,” he enthused. “There’s power in the wiring harness, but no action in the tank. Well, the pump’s on its way, so I’d better go wash up!” But unfortunately for The Bean, it was Herk himself who delivered the part, and to the best of my knowledge Herk’s face hasn’t lit up in years. Disappointed, Beanie went back to work. But after installing the new pump, we still had a no-start condition.
Beanie groaned. “Great! Now I gotta drop the tank all over again, just because of a bad part!” Basil came over for a look. “Don’t be so hasty, lad. You’re assuming things you don’t really know for sure. Let me know when you can get at the fuel pump wiring connector and I’ll show you a trick.” When Beanie had the tank low enough to unplug the wiring, Basil brought over a homemade tester comprised of a headlight with two wires attached. “Here, plug this into the power and ground connections of the harness while I cycle the key. The headlight should come on for about three seconds if the circuit is working properly.”
continued on page 29 NOVEMBER 2006
Announcing the
REAL REWARDS p
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You get the point(s). Here’s how it works*: • Buy ACDelco parts during November and December, 2006 • Participating ACDelco Distributors will notify ACDelco of your purchases • Qualifying participants will have their ACDelco Real Rewards AMEX card loaded with their points! Not Registered? Register for the ACDelco Real Rewards promotion 1: Online at www.ACDelcoCanada.com
Or 2: Fill out and mail in a registration form
If you did not register for Promotion #1 or 2, register now at www.ACDelcoCanada.com. Deadline December 31, 2006.
Get Stuff.
Questions? Or to find a participating Distributor, call the ACDelco Info-Line at 1-800-263-3526
*Open to Canadian Independent Service Centres. ACDelco TSS members do not qualify. See your ACDelco Distributor for additional TSS promotions and complete rules and regulations. If you have registered for promotion #1 or 2, you do not need to re-register.
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