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Meet the 2014 INSIDE: A new EyeSpy poster for your waiting area

Las Vegas 2014 AAPEX wrap-up

NOVEMBER/DECEMBER 2014

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contents

Canadian Technician – November / December 2014 – Vol. 19 No. 7

FEATURES A new EyeSpy poster! .......................................................16 Back by popular demand, and suitable for hanging in your customer waiting area, this year’s poster features 10 reasons why your customers should leave the repairs to you! Canadian Technician of the Year .....................................18 Chris Kennedy of Moncton, N.B. wowed our judges with his commitment to keeping up with modern automotive technology, and using it to form a stronger bond with his customers. AAPEX wrap-up .................................................................23 Automotive Aftermarket Industry Week drew hundreds of thousands to Las Vegas in November. Here’s just a sample of what was announced at AAPEX and SEMA this year.

COLUMNISTS

Collective Wisdom by Alan Beech ...................................... 13 The Car Side by Rick Cogbill ................................................ 30

DEPARTMENTS

Service Notes .................................................. 5 EyeSpy ............................................................. 7 Letters .............................................................. 7 Out & About ..................................................... 8 By the Numbers ............................................10 Ad Index .........................................................29

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PERFORMANCE THAT EXCITES www.shell.ca/vpower

速Trade-mark of Shell Brands International. Used under license.

SERVICE NOTES CANADIAN

Can’t get no satisfaction? Finding meaning and fulﬁllment in your work is a choice.

VOLUME 19

By Allan Janssen This summer, the U.S.-based human resources site PayScale conducted a massive survey on the most and least meaningful jobs. The essential question was, “Does your job make the world a better place?” In addition to measuring compensation, it looked at job satisfaction and the stress that comes with the work. Perhaps not surprisingly, members of the clergy were among those who found the greatest meaning in their jobs, with 97% of respondents saying it makes the world a better place. Other high-meaning professions: surgeons (94%), and teachers (89%). Among the lowest: fast food cooks (22%) and fashion designers (22%). How do you think automotive service technicians would fare on the scale of worthwhile endeavours? Before you answer that, a warning: your answer will probably reveal a lot about your essential nature. Some people seem programmed to look on the bright side of life. They ﬁnd pleasure in their daily interaction with other people and tend to see purpose and meaning in their work. Others, on the other hand, bemoan what they see as the pointless nature of their job, and spend a lot of time questioning its ultimate value. I would suggest that the automotive aftermarket can stand proud as a very important calling in today’s fast-paced, transportation-centric world. Whether you’re running a shop that helps your customers maintain the utility and freedom their cars provide, or a technician who uses skill and intuition to diagnose the most difﬁcult problems that ail those vehicles, I would say your job has tremendous meaning. In a very literal way, your work greases the

NUMBER 7

451 Attwell Drive, Toronto, Ont. M9W 5C4

wheels of commerce and culture. You help Canadians maintain their quality of life. People count on you – probably more than you even know. It’s true that every job has its downside. Even astronauts have to deal with space sickness. And there are plenty of jobs that don’t engender the kind of respect or remuneration most people seek. But, generally speaking, if you look for ways to ﬁnd meaning in what you do, you’ll ﬁnd it. Check out the enthusiasm in this tweet. Now here’s an apprentice who is getting off on the right foot in this industry!

EDITOR Allan Janssen allan@newcom.ca (416) 614-5814 CONTRIBUTING EDITOR Sarah Voigt sarah@newcom.ca PUBLISHER Joe Glionna joe@newcom.ca (416) 614-5805 CIRCULATION MANAGER Lilianna Kantor lily@newcom.ca (416) 614-5815 DESIGN & PRODUCTION Tim Norton tim@newcom.ca (416) 614-5810 GENERAL MANAGER Joe Glionna

I know plenty of technicians who love what they do. They love cars and the technology that drives them… and they’re thrilled that they get to work with it every day. I’ve met many shop owners who love this industry, not just for the living it provides, but because it gives them a chance to help their neighbours. So how did automotive technicians respond in the PayScale survey? Well, 37% found meaning in their work, and 53% said they derive a high level of satisfaction from it. The question you might want to ask yourself is, are you in the one third of people who choose to ﬁnd fulﬁllment in what you do? Are you part of the majority of automotive professionals who find personal satisfaction in keeping Canada rolling?

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 september 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.

Kenneth R. Wilson Award Winner Member

Canadian Business Press

Tell me what you think. You can reach me at allan@newcom.ca NOVEMBER/DECEMBER 2014 CANADIAN TECHNICIAN

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LETTERS IT’S TOUGH TO KEEP APPRENTICES ONCE THEY’RE TRAINED I enjoyed your editorial in the JulyAugust issue (“Window Shopping for a Career”). I agree that B.C. is ﬁnally getting its act together as far as skills training is concerned. I’ve been a licensed mechanic here since 1971 and I’ve trained many apprentices over the years. The problem I had was keeping these apprentices once they were trained. Just when they were getting useful and making money for the business, they would leave. There needs to be some kind of government contract that requires them to work for their employer for an agreed time after the apprenticeship is completed. I believe some European countries are doing that now, with good success both for the business and the employees. John Rinaldi Terrace, B.C.

TIRE STORAGE IS A GOOD DEAL FOR CUSTOMERS I just read your article on tires (“Tire Solutions,” Sept-Oct 2014). Here in Ottawa, we’ve been providing this service for decades. We store many hundreds of tires every changeover season. Only a very small minority of our clients don’t use our storage services. Think of the psychology behind that decision. You’ve spent anywhere from $1,200 to $2,500 on a winter wheel and tire package. Now you’re faced with schlepping your summers out of your trunk and into your basement, storage locker, or garage. All of a sudden an extra $99 looks very reasonable. Those who truly can’t afford the service are usually quiet about it and simply ask us to put the tires in their trunk. There’s no shame in that. Rob Kleins President, Robson Racing Inc. Ottawa, Ont.

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Roadside Repair Claude and Eric Hoarau of Simba Motors in Prince George, B.C. sent in this makeshift repair on what looks like the front end of a 4x4 Jeep. The elastics appear to be holding the outer tie rod in place. Driven slowly, it might get you home… but this is not something you see every day!

NHL and the NHL Shield are registered trademarks of the National Hockey League. NHL and NHL team marks are the property of the NHL and its teams. © NHL 2014. All Rights Reserved. ©2014 Federal-Mogul Corporation. All other trademarks shown are owned by Federal-Mogul Corporation, or one or more of its subsidiaries, in one or more countries. All rights reserved.

Have an interesting picture to share? Email a high-resolution image to: allan@canadiantechnician.ca NOVEMBER/DECEMBER 2014 CANADIAN TECHNICIAN

OUT & ABOUT

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Trust and safety are key motivators for Canadians when it comes to vehicle maintenance, AIA finds. Safety is the key factor influencing the decision to invest in vehicle service and repair, but trust is still an issue among Canadian consumers, according to a recent study by the Automotive Industries Association (AIA) of Canada. Working with the Canadian Automobile Association (CAA) and Quorus Consulting, AIA set up a series of consumer focus groups to examine the vehicle service and maintenance habits of Canadians. Survey participants in Ottawa, Montreal, Toronto, and Vancouver cited safety as their key consideration when having repairs and maintenance done. Reliability and dependability ranked second, while the cost of the work and its impact on the environment were of much lower priority. A strong takeaway, according to AIA, was the degree to which trust plays a role in determining if and where Canadians take their vehicles for service. “Consumers are telling us our industry needs to do a better job to gain their trust,” said Marc Brazeau, president and CEO of AIA Canada. In each focus group, participants who said they have a “go-to” person in the repair world were extremely loyal clients, actively referring family and friends. However, most of the participants indicated they had not been able to establish such a relationship with a service provider – leading to a general lack of trust and confidence. Interestingly, almost all of the participants stated they conduct basic maintenance on a regular basis, and strongly believe their own vehicle is safe and that other vehicle owners are equally responsible. In sharp contrast, the 2013 Canadian Automotive Aftermarket Demand Study, produced by DesRosiers Automotive Consultants on behalf of

CANADIAN TECHNICIAN NOVEMBER/DECEMBER 2014

Automotive students at Toronto’s Centennial College demonstrate their skills at the 10th anniversary celebration of the Be Car Care Aware program.

AIA, examined Canadian spending habits around service and repair, and showed the average Canadian is underspending on vehicle maintenance and repair by $623 a year. “This is a distinct indicator that we have communication and education work to do as an industry. We need to better inform consumers about how regularly scheduled maintenance is essential to having a safe and reliable vehicle,” said Brazeau. He said the data gathered in the focus groups will be used to promote vehicle maintenance in Canada and educate consumers – including through the Be Car Care Aware program which this year celebrates its 10th anniversary. The program recently launched a revamped, mobile-enabled website at www.becarcareaware.ca. The program provides critical tools, resources, and information to consumers before they arrive at a service shop. “Investing in consumer education and awareness are integral to the future of our industry,” said Brazeau. “We know Canadians believe in the importance of service and repair, we know that keeping their vehicles safe and reliable is of primary importance and we know they believe they are doing that through basic maintenance. We simply need to provide them with better information and tools so they can make more informed decisions on what is actually needed to keep their vehicle safe on the road.”

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OUT & ABOUT

By the numbers

Stats that put the Canadian automotive aftermarket into perspective.

18.1%

1.79

The market share of compact utility vehicles in Canada in 2013. The CUV segment is now the largest volume seller in the light truck division.

31%

MILLION UNITS

Scotiabank’s updated full-year Canadian new vehicle sales forecast for 2014.

The percentage of Canadians who wrongly inﬂate their tires to the air pressure stamped on the tire’s sidewall, which actually represents the maximum inﬂation pressure the tire can contain under load.

$19,107,625,032

The maximum ﬁne for distracted driving in Canada. Ontarians can also be charged with careless driving and receive three demerit points.

$2,000

$29,600 The average transaction price of new vehicles in 2014 – that number is up from $25,700 in 2009.

Total retail sales in the Canadian automotive aftermarket in Canada during 2013.

25 CENTS

8,030 km

The admission price to the ﬁrst-ever auto show in Canada, held in Montreal in 1906.

The total length of the Trans-Canada highway.

CANADIAN TECHNICIAN NOVEMBER/DECEMBER 2014

Sources: SEMA Annual Market Study 2014; J.D. Power’s 2014 Canadian CCI Study; DesRosiers Automotive Consultants; Rubber Association of Canada; Scotiabank Global Economics; Transport Canada; J.D. Power/McGraw Hill Financial Automotive MarketMetrics; Driving.ca; AIA Canadian Automotive Aftermarket Demand Study.

The percentage of new-car sales in Canada last year that were purchased using a loan. In usedcar transactions, only 52 percent of buyers needed to borrow money. Approximately 69% of those loans were on a term of 72-months or greater.

The percentage of Canadians who drive themselves to work in their own car or light truck. Another 5.5 percent of Canadians rode along as passengers.

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r - you urch h c r r e s you ting a ﬁlt ome a e bec years cre g page a r e ga 70 book h e r t c e , a v s ine nt o ur F es. isit o ir eng e spe d the why we’v gel. V ip of engin n n a a r s r u h a ’s o s t c y r a r o cts ir w !” Th ion fo prote t the men pass r and ries abou true ® we say,”A e g a n e hav % lo IX , ll sto n you hip. At W irt, last 30 omers te t Whe s d s r u o e r c mo of w our place tures 45% to watch p e a d c o c that e QR an th or sc

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

How do you deal with change? Stop viewing yourself as a victim to the changes that have impacted your business. Instead, start taking charge. By Alan Beech we advertise our services and acquire 1 How new customers.

d LAN DEAR Aa tough time and neewn

g y o I’m havin wned m o e v I’ lp. years, your he past 20 e th r fo shop produce four-bay able to s y a lw a s lf , a n and I wa r myse o f g in t n t li v ians. Bu a dece e technic re th s d e n a in s advisor, , the bus rs a e y w g st fe It is gettin in the pa hanged. c e v m a I’ h w seems to roﬁt. No ake a p m and to it r d e f cre , o tough e n li y ut on m y from maxed o e mone k a t o t stay ting s just to I’m star g in v a s ement my retir good! is is not aﬂoat. Th —Vince

HI VINCE I’m glad you wrote. It takes courage to reach out for help. You’re right about two things: What you’re facing is not good. And, yes, business has changed quite a bit in the past few years. Thankfully, I would not say all the changes have been for the worse. Since we can all agree that change is inevitable, perhaps what we have to concentrate on is how best to deal with those changes. I ﬁrmly believe we have to be in charge of the change, rather than be a victim to it. But ﬁrst, what are these changes that have impacted our business so dramatically in recent years?

We used to put an ad for an oil change special in the local newspaper. Today, the Internet has virtually replaced print media. I’ve written many articles on how to position your shop with respect to the Internet, but if you’re not tech-savvy, you may need to ask for professional advice on setting this up properly.

2 The level of technology in today’s vehicles.

It’s remarkable that despite the vast changes in technology, I still walk into shops and see Mitchell and Chilton hardbound manuals on the shelf. Really? When was the last time you opened one of these books? Today the information we need comes from a variety of online sources. It’s essential that all of your technicians have a laptop at their workstations connected wirelessly to the Internet. This will give them access to all the information sources they require, right at their ﬁngertips. Time is money and the quicker you can solve problems the more proﬁtable you can be. Again, if your obstacle to using the Internet is fear, don’t hesitate to reach out for help.

3 Customer service expectations.

Your customers want value for their money, and they’ll tell the world about their experiences at your shop through social media. They don’t necessarily expect the cheapest price… they just want great service, great experience, and great value for their dollar. If they don’t get it, their reviews could sink your business. The good news is that if you’re doing the right things – like offering consistent full vehicle inspections, using high-quality parts, and adding on popular services like detailing and shuttling – you will create high customer satisfaction ratings. So, how do you think you’re doing on these three fronts? If you feel like you are losing control of your business, we need to ﬁgure out how to reverse that. With that in mind, let me ask you three questions: How many days in the past year have you taken for personal development or training in the past year? Personal development helps you to be in the right place, mentally, to be excited about your business. Training looks at the fundamentals of your business. Both of these areas are extremely important to the health of your business. I would recommend that you be involved in one of each per year. NOVEMBER/DECEMBER 2014 CANADIAN TECHNICIAN

COLLECTIVE WISDOM

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Have you ever hired a business coach or joined a business group? The ﬁrst time I hired a business coach I remember thinking to myself, “I can’t afford this!” But this is exactly the reason that you need to hire a coach! If you are just making ends meet in your business, there is something wrong. Any coach worth their salt should be able to help you make 10 times your investment in them. My coach helped me to produce even more than 10 times. I now know that I couldn’t afford not to hire a coach! Business groups are also tremendous game-changers for shop owners. Too often, shop owners are isolated in the cocoon of their own shop. When you take a day to get out of your shop, listen to the challenges of other shop owners, and see what they are doing to overcome the same struggles, it’s inspiring, invigorating, and highly rewarding. In my opinion, there’s nothing better that you could do for your future, than to join a business group. How many days per month do you work on your business rather than in your business? I want to challenge you to take at least one day per month to get out of your business and to focus on the improvements that need to happen. This can happen in a multitude of ways as either a business group participant, in a one-on-one session with a business coach,

CANADIAN TECHNICIAN NOVEMBER/DECEMBER 2014

in personal development, or in training that focuses on a clear problem. When you do this month after month, you’ll be amazed at the quality of your operation. Combine it with hiring a coach or joining a business group, and your business will be unrecognizable within one year. So Vince, I put the ball back in your court. What are you going to do? Stop viewing yourself as a victim to the changes that have impacted your business. Instead, take charge. Assess the areas in your business that have suffered due to complacency or fear of change and then be willing to acquire the necessary knowledge or the appropriate professional that will help you master the change you need. You may find that you were the only thing holding back your own success. It’s not about working harder or working more hours. In fact, the opposite is quite often the case. If you don’t have all the answers, seek help from as many different sources as you can ﬁnd, until you see improvements. So here is my challenge: Are you ready to improve your business? Then, in the words of Nike, “just do it!” Alan Beech is a management consultant, and the owner of Beech Motorworks in Hamilton, Ont. You can reach Alan at alan@ beechconsulting.ca.

Don’t take with you The upper ball joint on a 1993 Honda Accord brought in to Tim’s Auto Tech in Burnaby, B.C. had worn out to the point that it separated from the socket. The owner ﬁgured he could keep the vehicle going with little wire plastic tie straps. Shop owner Tim Wood says, “He couldn’t understand why we got so concerned about him driving around like that!”

Leave your auto to a prof

Here’s a Dodge Neon that came in to Airdrie Automotive Services in Airdrie, Alta. for an oil change. The battery wires had been held by a G-clamp for so long that corrosion had set in. The customer was a little shocked that owner Mike Boyes was so concerned about the safety ramiﬁcations. “I’m surprised the car never burnt down!” Mike says.

When this 2001 Dodge Caravan was towed into Centre Mondial de l’Automobile in Bealac-Garthby, Que., technician and tow-operator Isaac Custeau was speechless. “The rear leaf springs were broken and what the guy did to ﬁx it is unbelievable!” he says. Isaac explained to the customer how dangerous this was for everyone on the road.

This 1997 Pontiac Grand Prix SE came in to Pneus Mecanique Temis, in Riviere du Loup, Que., for a fuel line repair. Looks like someone already started with a very dangerous patch job on the fuel tank! Co-owner and service advisor Olivier Michaud says the owner proudly admitted doing the patch job himself in order to save money.

The crazy clamp job on this 2003 Buick Rendezvous is just the tip of a very dangerous iceberg, says Bob Ward of The Auto Guys in St. Thomas, Ont. In addition to ﬁnding numerous broken bolts on the vehicle, and plenty of DIY work, his technicians learned it had been driven for the past month with little or no brake pedal.

e chances ur safety!

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The owner of this 2002 Ford Focus used some sheet metal screws and strapping to hold together the right lower control arm that had completely rusted in half. Stu Boyd, of Boyd Automotive & Tire in St. Catharines, Ont. was the ﬁrst to see this dangerous DIY job, and had to explain to the customer the vehicle was in no shape for the road!

The owner of this 2005 F-150 went to Frank Malfara Service Centre in Burlington, Ont. because his brake pedal went to the ﬂoor when applying the brakes! It only took a quick brake inspection for technician Patrick Roberts to realize what the problem was. The customer had does his own brake work… and forgot to install the right rear caliper!

Automotive apprentice Gharib Hassan put this Nissan Frontier on the hoist at Jordan Gray Garage in London Ont. to investigate a speed sensor issue. He found a “jimmy-rigged” rear leaf spring held together by a few exhaust clamps. The work, which was done by a backyard mechanic, is an accident waiting to happen.

A car owner came in to Kal-Tire in Cache Creek, B.C. requesting a quote for steering components. Technician Jay Duncan snapped this photo of the plastic juice jug that had been taped to the control arm to catch leaking oil. They explained to the driver that in addition to making a mess, that leaking oil was making the car extremely unsafe!

When this 1988 Toyota Camry was put on the hoist at R. Hemstalk Automotive in Cowichan Bay, B.C. technicians spotted this “beauty of a patch up.” Manager Andrew Nagtegaal said the customer had just purchased the car and was surprisingly nonchalant about the whole thing. Oh… and he didn’t want to bother having it ﬁxed either!

Chris Kennedy, of Moncton, N.B. is our Canadian Technician of the Year. The Mister Transmission Franchisee says the independent auto repair industry needs to embrace ďŹ‚ash reprogramming in order to survive. By Allan Janssen 18

CANADIAN TECHNICIAN NOVEMBER/DECEMBER 2014

Chris has been putting extra effort into training his young apprentice Tyler Leblanc (at right) in the art of J2534 diagnostics. At left is technician Kirk Weaver.

commitment to staying on top of the latest automotive technology and sharing his vision with peers across Canada has helped make Chris Kennedy of Moncton, N.B. the Canadian Technician of the Year. The judges who chose the recipient of our annual award were impressed with the way Chris jumped into the J2535 world with both feet. Not only did he study ﬂash reprogramming in his spare time, and implement an innovative program at his shop in the west end of Moncton, but he recently helped develop a new service for the Mister Transmission chain of shops nationwide. Our judges were more than impressed. “Mr. Kennedy has done, in my opinion, what most great technicians do when they get frustrated – he decided to ﬁnd the answers for himself,” said Roy McNeill, owner of McNeill’s Service, in Elmsdale, N.S. “Once they start, it keeps on rolling, and it’s great that he’s now a trainer for Mister Transmission.” Fellow judge Bev Kaltenbruner also commended Chris on his drive to “forge ahead on new pathways” when he began researching the latest automotive technologies. “His insatiable curiosity, foresight, and skills not only attracted Mister Transmission’s top brass but his very impressive commitment to learning

heavily influenced a national corporation to invest in new technology,” she said. “That in itself is an impressive accomplishment.” At a meeting of the Mister Transmission Advisory Committee in November, Chris received his prizes: tools and equipment worth $5000 from Snap-on Tools of Canada, $2,500 in oil from Total Lubricants, and $2,500 in cash. “I can’t thank you people enough for allowing me to have this honour,” he said. “That’s absolutely fantastic!” He described the award as a humbling experience… and one that he wasn’t conﬁdent he’d get to experience.

“I read the stories about the other two finalists, and I’ve really been biting my fingernails, because I obviously had strong competition! I like both of them.” Those other two finalists are Jason Mancinelli of Regina, Sask., and Aaron Van de Kemp of Invermere, B.C. All three of the finalists are shop owners who still work on the front lines of automotive repair. And all three had amazing stories to tell. But after two rounds of judging, the award went to Chris – in large part for for his ability to use automotive technology to expand his business and build trust with customers. Learning the ins and outs of J2534 flash reprogramming was not just a matter of routine professional development for him. He described it as a technology he couldn’t afford to ignore. “We were rebuilding a Volvo and I had two choices. It was either embrace J2534 or tow it all the way

Chris with transmission builder and licensed tech Rick Dikens. NOVEMBER/DECEMBER 2014 CANADIAN TECHNICIAN

Congratulations NAPA AUTOPRO Ridgetown, Ontario

Ontario’s 2014 AUTOPRO of the Year! To John and Vicky Ford and the entire staff of Main & Market Service Centre – a big tip of the NAPA Cap to the entire team! And to the dedicated efforts of our NAPA Associate Store Ridgetown Automotive, a div. of Wallaceburg Automotive Inc. – way to go!

CANADIAN TECHNICIAN NOVEMBER/DECEMBER 2014

Fredericton and get the dealer to reflash it,” he says. “That began a journey, about 18 or 19 months ago, to understand this technology and to get on top of it.” The “journey,” as he calls it, is particularly remarkable given that he very nearly dropped out of the automotive world after seeing his salary stagnate after a few years as a dealer tech in Orillia, Ont. “Every year I saw my paycheque go down. And yet my skill level was going up,” he recalls. “That was very discouraging, from a technician’s point of view. Quite honestly, I was ready to leave the trade. I thought about going into woodworking or cabinetry.” Thankfully, he got a taste of transmission work, and he liked it, so he moved over instead to the local Mister Transmission shop. Not only did the money start to improve, but the work was more stimulating and he got his second wind. When his boss suffered a heart attack, Chris stepped into the breach by taking some management classes and helping to run the business. That drew the attention of head office, and the company’s president and CEO, Randy Moore, saw that Chris “had what it takes” to be a franchisee. Chris decided to go for it. “To go from a technician and quasi-manager to a store owner was quite a transition,” he admits. “It was a huge learning curve, with a lot of pain.” But training was his way through. He got heavily involved with groups like the Automatic Transmission Rebuilders Association where he could take both technical and management seminars. “This guy never misses a seminar,” says Randy. “Chris goes above and beyond when it comes to training.” As Chris’s knowledge base expanded, he started to see that the independent aftermarket’s biggest challenge in recent years has been keeping up with technology. So Chris became a voracious reader – particularly about flash reprogramming, which was an intimidating technology and fairly new to him at the time. And soon he was indeed something of an expert. In Moncton, his shop soon became known as the place to get that work done quickly and properly. Mister Transmission head office took notice of his new direction, and was very supportive. “Randy even came to the shop to see how this all works. And when he saw the potential, he was even more impressed,” Chris says. “With the new owner, Paul Craven, having come from the technology side of things, well, they have embraced it even more.” Chris now addresses audiences large and small about the importance of understanding flash reprogramming, telling them the benefits his own shop has seen. The whole experience led Mister Transmission to nominate Chris as the Canadian Technician of the Year, sponsored by Snap-on Tools of Canada and Total Lubricants. In the end, our judges agreed the “journey” was well worth taking.

Pictured from left to right: Paul Craven, owner of Mister Transmission; Bart Chimienti, Total Canada; Ray Lavender, Snap-on Tools of Canada; Chris Kennedy, winner; Allan Janssen, Editor of Canadian Technician; Chris Armena, Total Canada; Randy Moore, Mister Transmission president and CEO

Way to go, Chris! Congratulations to this year’s Canadian Technician of the Year! Chris Kennedy, a Mister Transmission franchisee in Moncton, N.B., is a skilled technician, a successful shop owner, and a true ambassador for our industry. It seemed appropriate to present him with his award in front of his peers at a recent meeting of the Mister Transmission Advisory Committee. As Canadian Technician of the Year, Chris wins $10,000 in prizes, including:

Special thanks to our panel of industry judges: Q Allan Haberman of ACA Mobile Diagnostics and ACA Training in Winnipeg, Man.; Q Bev Kaltenbruner of Harold’s Auto Service in Lethbridge, Alta.; Q Tom Hines of Fountain Tire in Vancouver, B.C.; Q James Hack of Terry’s Auto Repair in Waldheim, Sask.;

Q $5,000 in Snap-on tools Q $2,500 in oil from Total Lubricants

Q Roy McNeill of McNeill’s Service in Elmsdale, N.S.;

Q $2,500 cash The award, sponsored by Snap-on Tools of Canada and Total Lubricants was the culmination of a nationwide call for nominations. We were looking for a well-rounded person who is highly skilled, dedicated to customer service, a leader in the industry, community-oriented, and actively working to improve the image of our industry. Chris certainly fits the bill!

Q Matt Armstrong of Sussex Corner Service Center in Sussex Corner, N.B.; and Q Alan Beech of Beech Motorworks in Hamilton, Ont.

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AAPEX WRAP-UP

Aftermarket gathers for Industry Week The annual Automotive Aftermarket Parts Exposition (AAPEX) drew an estimated 39,000 buyers and more than 130,000 automotive professionals from 125 countries to Las Vegas in November. The show is tied with the Specialty Equipment Manufacturers Association show (SEMA), and collectively the two massive exhibitions are known as Automotive Aftermarket Industry Week. AAPEX featured more than 2,400 exhibitors at 5,000 booths – all offering a glimpse of what’s new in automotive repair and maintenance. Here’s just some of what was announced.

Ken Coulter, Zara Wishloff, and Marc Brazeau sport High Five For Kids scarves at Canada Night.

Canada Night raises $9000 for aftermarket charity Those who attended the annual Canada Night reception in Las Vegas, hosted by the Automotive Industries Association of Canada, raised more than $9,000 for the High Fives for Kids Foundation, which provides grants and scholarships to beneﬁt children and youth. Donors were rewarded with commemorative scarves as a keepsake. The charity has now raised a quarter of a million dollars since it began operations in 2005.

Diagnostic tied with parts ordering WORLDPAC has joined forces with Autologic Diagnostics to build what it’s describing as the industry’s ﬁrst “integrated diagnosis-to-parts ordering” service. Autologic has integrated WORLDPAC’s speedDIAL online cataloguing into its diagnostic devices to enable garages to save time and money by ordering parts and supplies direct from their diagnostics devices. Users can diagnose a vehicle, check parts availability at the same time, conﬁrm pricing, and place orders direct through their Autologic devices.

Rotary introduces new lift accessories Rotary Lift launched its Wheel Wing tire hanger, which attaches to a two-post or inground lift’s swing arm. The accessory is designed to make it easier for technicians to remove wheels for tire rotations and brake and suspension work. The Wheel Wing tire hanger has a 100 lb. capacity for holding a variety of car, truck, SUV, and van wheels. The hanger arm can be folded ﬂat against the lift arm or positioned vertically to keep it out of the way when not in use.

Monroe expands brake pad line, hardware kits Tenneco has expanded its line of Monroe Total Solution ultra-premium replacement ceramic and semi-metallic brake pads to include coverage of more than 5.5 million additional late-model foreign nameplate and domestic passenger vehicles. The company also has increased the availability of in-package premium stainless steel hardware kits for nearly every application that requires installation hardware. The Monroe Total Solution product line now includes 1,144 part numbers, offering coverage of more than 96 percent of passenger cars, vans, sport utility vehicles, and light- and medium-duty trucks.

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AAPEX WRAP-UP Alliance holds ‘micro-convention’ in Vegas The Aftermarket Auto Parts Alliance announced it will bring its national convention to Las Vegas to run concurrently with the AAPEX and SEMA shows in 2015. In anticipation of the 3,000 technicians it expects to host at that event, the Alliance conducted a

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trial walk-through of the program at this year’s shows. “The opportunity for our customers to interact with our supplier channel partners at these two shows is a powerful opportunity for both of them,” said John R. Washbish, president and CEO of the Alliance. The Alliance’s 2015 convention, to be dubbed “Aftermarket Jackpot,” will be held at the Mirage Hotel & Resort, Nov. 4-7, 2015.

CANADIAN TECHNICIAN NOVEMBER/DECEMBER 2014

Robert Bosch has added ClearMax 365 to its premium Bosch ICON Wiper Blade line, offering what it says is up to 40 percent longer life versus other premium beam blades. It was one of many announcements made by senior Bosch executives like Dr. Uwe Thomas, president of Bosch Automotive Aftermarket (pictured above) at this year’s AAPEX show. ClearMax 365 is a synthetic rubber compound bonded both physically and chemically with a polymer powder coating. It provides consistent, streakfree visibility year-round and resists damage due to external contaminants like ozone, road debris such as salt and grime, as well as chemicals and waxes.

MAHLE introduces new scan tool M A H L E Service Solutions has developed a new TechPRO laptop/tablet-enabled diagnostic scan tool. According to Max Dull, general manager, MAHLE Service Solutions, the software based tool was designed to help professional technicians quickly analyze, diagnose, and repair today’s sophisticated computer-controlled vehicles. It features the ability to decode a vehicle identiﬁcation number (VIN) in one second with one click. Among TechPRO’s features is J-2534 pass-thru capability for reﬂashing and reprogramming.

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* NAPA AUTOPRO received the highest numerical score among service providers in the proprietary J.D. Power 2011-2014 Canadian Customer Commitment Index (CCI) StudiesSM, tied in 2013. 2014 study based on responses from 19,902 consumers measuring 29 providers and measures opinions of owners of 4-12 year old vehicles who had their vehicle serviced at the dealership or after-market facilities. Proprietary study results are based on experiences and perceptions of consumers surveyed February-June 2014. Your experiences may vary. Visit jdpower.com

AAPEX WRAP-UP Delphi updates packaging for fuel portfolio Delphi Product & Service Solutions announced updated packaging for the North American fuel portfolio including modules, pumps and strainers. The new packaging, launched in October, will be adapted for all Delphi Product and Service Solutions product portfolios globally. Package highlights include recommended tools list to help ease installation, diagnostic check list to aid in fuel-related diagnostics, contact information for additional technical help from Delphi, reduced box size to maximize storage space, and full product images.

New Uni-Select brand in U.S. Uni-Select announced a new U.S. brand, Auto-Plus, announced at the corporation’s partner award ceremony in Las Vegas. The ofﬁcial launch of Auto-Plus follows a ﬁve-year plan of multi-level technology infrastructure investments. Auto-Plus will continue to operate under its dual-sourcing business

model, where corporate stores and independent bannered members have access to warehouse distribution and direct shipping from manufacturers. According to the company, these exclusive agreements with brand-name manufacturers, will streamline the entire distribution chain, resulting in a top-rated experience for customers.

OTC Encore now compatible with TPR tool The OTC Encore scan tool now has added compatibility with OTC’s 3834T Tire Pressure Reset (TPR) tool and the OTC 3895-07 HD standard starter kit, covering Class 4 through 8 Heavy Duty (HD) vehicles. After several software updates this year, Version 1.3.1.14, is now available. Adding compatibility with the OTC TPR tool allows Encore to quickly register Tire Pressure Monitoring System sensors (TPMS) and diagnose vehicle issues related to TPMS. The added HD scan diagnostics include the ability to read and erase diagnostic trouble codes (DTC) and view live data in DataStream.

Hankook announces new tire brand Hankook Tire has launched an all-new global tire brand called “Laufenn,” taken from the German word for “run.” The brand, which will be available in select markets across North America, Latin America and Asia-Paciﬁc early next year, will expand to other regions including Europe in the coming years. The company says Laufenn offers customers with a full line-up of practical products that match a variety of lifestyle needs – including high performance radial tires for passenger cars, SUVs, and light trucks as all-season, on- and off-roads as well as summer and winter tires.

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NOVEMBER/DECEMBER 2014 CANADIAN TECHNICIAN

AAPEX WRAP-UP Philips has new lighting catalogue Philips Automotive North America has released its latest Automotive Lighting Application Catalogue for replacement and upgrade bulbs, and LEDs. The catalogue includes a section celebrating the 100-year anniversary of Philips automotive lighting, covering Philips history and highlighting innovations in automotive lighting pioneered by Philips. The 2014-2015 Philips Automotive lighting catalogue covers applications for all types of domestic and import cars, SUVs, light trucks, and vans from model years 1999 to 2014. All of the standard

replacement and upgrade bulbs listings are presented in a trilingual format.

New ‘rocker cap’ for Fast Orange Permatex’s Fast Orange Hand Cleaner is now offered in a new rocker cap bottle that allows easy, one hand use and helps keep the bottle free of grease. The

company says its innovative rocker cap, the ﬁrst of its kind for automotive retail use, uses a rock-to-open, rock-to-close system for easy, mess free use. Fast Orange Hand Cleaner featuring the rocker cap dispenser, comes in a 15 oz. bottle. It

features a polymer emulsion synthetic solvent that eliminates the need for citrus or petroleum based solvents, while still delivering effective cleaning power.

New transmission fluid from CRP CRP Automotive has introduced Pentosin CVT1 Multi-purpose Transmission Fluid, a fully synthetic, high performance fluid for continuously variable automatic gearboxes. It is completely miscible and compatible with other high-quality CVT fluids. The formula, which is made using the best available synthetic base oils, features additives that offer the highest levels in thermal and oxidative stability as well as high shear stability and excellent de-foaming properties. Pentosin CVT1 enables high wear resistance and ideal friction performance for both CVT chain and CVT belt.

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ADVERTISER INDEX

Continued from page 30

Rep shrugged. “I can’t help it – they don’t pave the roads where I like to go.” He paid his bill and headed downtown to fill up his tank. But within minutes, he was on the phone. “Slim, I still can’t fill this thing up! Can you send your guys down here and show me what I’m doin’ wrong?” Beanie and Tooner jumped into the shop truck and roared down to the station. Before long, Tooner was back with Rep’s truck while Beanie drove our frustrated customer home. Tooner climbed out of the cab, his coveralls soaked with raw gas. “We definitely got issues here,” he muttered. The guys tried everything they could think of. They cleaned filters and rerouted the vent box to a new location as suggested in another service bulletin. They dropped the tank and made sure the anti-rollover flap wasn’t stuck. They checked and blew through every line and hose connected to the fuel tank and pump, but found no obstructions or plugged components. Finally they even tried a different gas station, filling the tank at different speeds and holding the nozzle in different positions. But nothing made any difference. Within seconds, the fuel was spitting back in their faces. Back at the shop once more, Beanie squared off fiercely with the fuel tank door. In his hands was a brand-new borescope he’d just purchased the day before. He reached over and unscrewed the fuel cap. “Cover me,” he growled. “I’m goin’ in.” We all gathered around and watched his laptop screen with interest as the tiny camera began its descent. “The way I figure it,” said The Bean, “there’s got to be something blocking the fuel flow in the very beginning – it just backs up too quickly.” Tooner scratched the stubble on his chin. “Hold it there, Bean.” He pointed at the screen. “What’s that?” Beanie peered at a round and shiny object that was stuck to the side of the metal filler tube. “That’s a…a…” He moved the scope closer. “Hey, that’s a gasket from the cap of one of those fuel additive bottles! Somebody must have let the gasket fall in when they were adding some injector cleaner.” Tooner grunted. “Yep. And when you try to fill ‘er up, the fuel flow makes the gasket flip up and partially block the filler tube hole.” After fishing out the offensive piece of foam and paper from the filler neck, it was back down to the filling station. This time, they were able to pump in a full tank without stopping. Rep was a little sheepish about it. “Guess I’d better watch what I stuff down the filler neck next time.” I chuckled as I ran through his credit card. “Well, the cleaner part is fine. It’s all the extra bits that don’t do so well.” 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.

Auto Value ..................................................15 Contact Local Representative

Blue Streak-Hygrade....................................3 www.bluestreak.ca

Cardone Industries ....................................25 www.cardone.com

De-On Supply ..............................................28 www.deonsupply.com 800-824-4115 Federal Mogul – Anco .................................7 www.ancowipers.com

Federal Mogul – Moog ................................8 www.moogproblemsolver.com

Federal Mogul – Wagner ...........................23 www.federalmogul.com

Fram Group ........................................... 6, 22 www.fram.com

Mitchell 1 ...................................................24 www.mitchell1.com

NAPA ................................................... 26, 31 www.napaonlinecanada.com

Newcom Learning ........................................9 www.newcom.ca

ProMax Auto Parts Depot..........................14 www.autopartsdepot.ca 1-866-573-9889 Shell .............................................................4 www.shell.ca

Snap-On Tools of Canada ............................2 www.snapon.com 1-800-734-2676 Total Lubricants .........................................11 www.total-lubricants.ca 800-463-3955 Wix Filters ........................................... 12, 27 www.wixﬁlters.com

WorldPac....................................................32 www.worldpac.ca 800-463-8749

NOVEMBER/DECEMBER 2014 CANADIAN TECHNICIAN

The Car Side By Rick Cogbill

“Help! I’m stallin’ and I can’t fill up!” It will take a borescope and a lot of patience to figure out what’s ailing this 2007 GMC Sierra. The sunny fall morning had a hint of crispness in the air. It made my morning coffee taste all that much better. “Cut ‘em off a little lower,” I instructed Beanie, indicating the annuals planted in the outside window boxes of our office. “Want to borrow my Snap-on side cutters? They’re sharper than those cheapies you have.” Beanie glared at me. Tidying up the parking lot for winter was not his idea of fun. Suddenly his eyes bulged. “Watch your back! We’ve got incoming; a silent runner!” I flattened myself against the building as a GMC pickup whipped past me with the engine off. It was being steered by Rep Tyler, one of our regular customers. He skidded to a halt – a difficult feat without power brakes. “Hey, what gives?” I dusted some spider webs off my shop coat. “Economy is one thing, but this is ridiculous!” Rep Tyler climbed out and leaned against his truck, taking deep breaths to calm himself down. “Sorry ‘bout that, Slim. I gotta save fuel whenever I can. She’s just too hard to fill.” His lumberjack shirt reeked of gasoline that had spit back out of the filler neck on a recent fill attempt. “Just came from the fillin’ 30

CANADIAN TECHNICIAN NOVEMBER/DECEMBER 2014

station. I barely got enough gas in the tank to make it here!” Beanie pocketed his side cutters. “Well, you’re in luck, Rep. Seen it many times before. These GM vehicles have a history of being difficult to fill. It usually comes down to a faulty EVAP vent valve solenoid assembly or a plugged up charcoal canister. You’re out on dusty roads a lot, right? So I’d start with those two things.” “Go for it,” said Rep. “I ain’t been fishing for weeks, and that just ain’t right.” I took Rep home while Beanie and Tooner went to work on the 2007 Sierra 1500. It was a fairly new truck for the likes of Rep, but it was heavily saturated with dust from the logging roads its owner liked to frequent. The boys checked and replaced a sticky vent valve assembly and also put on a used canister from the local auto parts recycler. “There sure was a lot of gravel and sand under there,” commented Beanie as he handed over the keys. “That canister weighed a ton!” continued on page 29

STAY ON TRACK

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