Canadian Technician October 2006

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

OCTOBER 2006

The State of Our Industry A special report by Bob Greenwood

ALSO: ■ A racing obsession ■ Tracking your tools ■ Heavy duty coolants

www.canadiantechnician.ca

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OCTOBER 2006

VOL. 11 NO. 8

Departments

14

Editorial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5 Letters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6 From Our Forum . . . . . . . . . . . . . . . . . . . . . . . . . . . .8 Out & About . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10 Product Central . . . . . . . . . . . . . . . . . . . . . . . . . . . .27 Auto Puzzle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28 Ad Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29

Columnists

21

Trackside . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13

By Jamie Maudsley Management S.O.S. . . . . . . . . . . . . . . . . . . . .14

By Kelly Bennett The Car Side . . . . . . . . . . . . . . . . . . . . . . . . . . .30

By Rick Cogbill

Features The State of our Industry . . . . . . . . . . .17 An in-depth report by management consultant Bob Greenwood, who finds some alarming trends in the results of his national survey of independent shops.

22

Wipers . . . . . . . . . . . . . . . . . . . . . . . . . . . .21 It’s one of the simplest inspections you’ll ever do, but wipers are still an often overlooked maintenance item.

Here’s how to make it simpler… and make more sales.

Taking stock . . . . . . . . . . . . . . . . . . . . . . .22 Tool insurance used to be prohibitively expensive. Now the price is coming down and there are new ways to ensure you don’t lose your livelihood to thieves, floods, or fires.

The color of coolant . . . . . . . . . . . . . . . .24 More than anyone else, heavy duty technicians face a whole new array of coolant colors and properties. Here’s the latest you need to know in a rapidly evolving market niche.

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1– 800 – 492 PART

Editorial VOLUME 11

NUMBER 8

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, Jamie Maudsley and Jim Park 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.

“Won’t Need My Scan Tool For This!”

By Will Enns Phone (250) 404-0411 www.canadiantechnician.ca/covers OCTOBER 2006

Need a spy on your payroll?

The Greenwood Report offers invaluable business intelligence to help you plan your next move.

By Allan Janssen The fog of war is that dreadful confusion that prevents you from knowing what your comrades are doing… and it often leads to tragedy.

As an industry we’re all too often crippled by a lack of reliable intelligence about what’s going on out there on the battlefield. We don’t know which direction we’re headed. We don’t know where our own troops are. We’re not in touch with our fellow combatants.

It all sounds very militaristic, I know, but we are in a war of sorts. As an industry we’re fighting for our survival. Particularly the independent sector of the aftermarket, which has never worked particularly well together. It needs to start, because it’s facing some pretty heavy fire.

So, what’s working for us? What weapons and implements do we have at our disposal? How’s the battle going nationally? Provincially? Locally? There must be some successes on the battlefield that we can learn from. There are definitely landmines to avoid. Staying alive depends on good communication and reliable intelligence.

I know one repair shop owner who always keeps up with the latest trends in automotive repair. He had a web site before most shops had a computer. He moved to e-mail reminders with the earliest workable system. Most recently, he was the first on his block to fill tires with nitrogen. What’s more, he made a big splash by telling his clients he was doing it… and why.

He certainly uses industry intelligence to modify his business. And it’s working for him.

Want to get in on some of that industry intelligence?

E.K. Williams, the Ottawa-based consulting firm that specializes in the inde-

pendent sector of the automotive repair industry, has been conducting detailed surveys for more than a quarter of a century. The surveys gather a wide range of information from shop owners across the country, including the type of service they do, the door rates they charge, the kind of parts they buy, and how much they hold in inventory. It also identifies avenues of opportunity, as well as new challenges and obstacles.

Do you think that information could help you? I think it would be invaluable!

And if you’re squeamish about giving up your secrets, relax. It’s kept 100 per cent confidential. Best of all, for your trouble you get a copy of the complete report along with the analysis by management guru Bob Greenwood that accompanies it.

Some of that analysis forms the basis of our cover story on the state of the industry this month.

We’re pleased to welcome Bob as a regular contributor to Canadian Technician magazine. He brings with him a thorough understanding of our industry – especially the financial side of it, which can be so intimidating to new owners and former techs whose training is in auto repair, not bookkeeping. We believe his column, The Greenwood Report, will be essential reading for ambitious shop owners.

Our goal at Canadian Technician is to help you wage war effectively, and emerge victorious. We think you’ll find lots of practical advice here, with Kelly Bennett’s Management S.O.S. column and, now, The Greenwood Report.

Just think of us as your own personal intelligence agency.

You can reach me toll-free at 1-866-2226787. Or e-mail me at ajanssen@canadiantechnician.ca.

CANADIAN TECHNICIAN 5

LARRY DICKISON

LETTERS Shop owners really do “feel consumers’ pain” RE: Canadian Car Owner, Sept. 2006 Your editorial in the Fall 2006 issue of Canadian Car Owner was excellent. You managed to express in a clear and brief way the opinions held by many in the automotive service business. Some very real abuses by a few poorly trained and short sighted individuals have created a widespread sense of mistrust among our customer base. Those of us in this business who have integrity and insist on "doing things right" appreciate your help regaining the public’s confidence.

Jim Clarke Ardent Automotive Burlington, ON

Jewelry can be a workplace hazard RE: Letters To The Editor, Sept. 2006 The discussion about the dangers of wearing jewelry in the shop really caught my eye. The only jewelry I wear is a Medical Alert dog tag which goes around my neck on a long chain. I always tuck it in, but if it were to come out of my shirt and hang up on something, I know it would break fairly easily.

I used to wear an earring but now, as a shop owner, I figure I’d probably look more professional without one.

As for the wedding ring, no way. Burns can heal but getting your finger stuck somewhere can be quite serious. You could easily lose a digit. When I was younger, I jumped off a hay wagon and my high school grad ring got caught on a bolt.

I was very lucky to escape serious injury, dangling there until someone rescued me!

Jay Poel Upper Gage Garage Hamilton, ON

Rings have no place in the shop RE: Letters To The Editor, Sept. 2006 Anybody who wears jewelry at work is an idiot. I know two guys that had fingers stripped to the bone when their rings got caught. I won’t let anybody in my shop work with any jewelry on. Same goes for long hair, ties, or loose clothing. You’re just looking for the trouble… and you’ll probably find it!

Glen Peacock Airways Transit Service Dundas, ON

Who is truly the Tech of the Year?

RE: Dealership wins double honors, Sept. 2006 I’ve been working on cars for about 15 years, solving mostly electrical/drivability problems on every type of car that comes in my bay. I applaud dealerships for running competitions for their mechanics, but I’m tired of hearing them referred to as ‘technicians of the year.’ If they’ve been working on the same type of car for 20 years, there’s no question they’re pretty good on that particular make. But they wouldn’t stand a chance working on every type of car that comes their way. Please don’t refer them as “technicians of the year” but, rather, specify that they are the Nissan or GM or Volvo tech of the year.

Rick Karshakoff (via e-mail)

RIDES

Reader

Gary Savoie, on the east coast of New Brunswick sent in this shot of his 1938 original Chrysler Royal Coupe. It is fully restored with a metal body.“There are not too many of these babies left!” he points out.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

OCTOBER 2006

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From Our Forum

Recent postings on www.canadiantechnician.ca/forum

What Are You Looking At? Our forum members compare the cars they’ve worked on recently that tend to make people stop and stare.

It’s hard to believe, but we have a 1986 Escort diesel coming in to get the timing pump rebuilt on Monday. I didn’t think there were any left on Earth, let alone in this tiny corner of the planet! Any other unbelievable cars in your shop lately?

Posted by msog / 08-09-2006 We had a ’41 Plymouth twodoor sedan in a couple of weeks ago. Bone stock with older restoration. It was in for a safety check. Three in the tree is fun. I don’t understand why they don’t make cars with those anymore.

I’d work on old stuff all day long if I could.

Posted by Hemmer / 08-10-2006 There’s a guy who drives a Pinto woody wagon past my house twice a day just like clockwork. I guess if ya gotta, ya gotta!

Posted by MrPink / 08-10-2006 This car’s not too old, but it’s getting there: a 1989 K car. It came in for a safety. Just because the previous owner kept it clean, the new owner assumes the car’s still good. Needless to say my list was huge, with a ton of automatic failures, like holes in the frame, and brake lines so rotted you can’t breathe near them.

Posted by Andrew / 08-10-2006 I just put a brand new exhaust system, sway bar links and lower ball joints in a 1984 Land Cruiser.

The frame was so rusted, I was fearing for my life putting it on the hoist. I saw rust bits falling on the floor as I raised it up,

8 CANADIAN TECHNICIAN

and all I could hear was crunch, crunch, crunch! Maybe that’s why we call them Land Rusters!

Posted by ToyotoTech / 08-10-2006 I recently worked on a 1974 AMC Gremlin. It needed everything! This car had been cared for by the same owner since it was new. She even did her own bodywork with duct tape, Bondo, fiberglass, and sheet metal.

And we once had a mid-80s Lamborghini Diablo in immaculate condition. It came in for custom exhaust. Our $1,000 custom system was about $1,500 cheaper than a performance bolt-on from Italy. What a cool car! We took pictures.

Posted by Hawk / 08-12-2006 Diesel Escort....ugh! I had the pleasure of working on a diesel Tempo years ago. I think the weirdest one was a customer of mine that had a ’60s vintage Econoline. You know, the ones that had a pickup box. I used to hum the Sanford and Son theme when I drove it into the shop.

Posted by McWrench / 08-21-2006 Weird is the norm in my shop.

I regularly see a 1928 Chev model AB, a ’32 and a ’40 Packard, several cars from the 50s, Triumphs, Jags, Ferraris, a couple of Lamborghini Countachs, a Lotus or two, and lots of early ’Vettes, and Caddys. We rebuilt a starter on a ’63 Austin Healey 300 mrk2 on Friday. I recently rewired a fully restored ’49 MG TC from brake lamp to head lamp.

A ’63 T-bird rag top came in with a wiring fire damaged main harness. And a ’60

Lincoln ragtop needed the roof working again for a movie shoot (wow, that’s some piece of engineering: 21 separate sequences to put the roof in the trunk all controlled by limit and travel switches).

I’m currently hand-remaking the full front to rear, interior and engine harnesses for a ’65 Chevy panel delivery van. People with odd or rare cars seem to find me because we’ve been doing electrical work since the ’50s when my dad started the place. Yep, weird is normal around here.

Posted by Lambton / 08-21-2006 How about a diesel Chevette?

Now that’s slooooow motion!

Posted by CarFixr / 08-21-2006 I had a customer with a Model T in perfect shape. He changed the oil every year. Cool car. And we recently had a 1974 Jag E-type v12 in the shop. What a raft! You need a tech in the car when driving this thing!

Posted by TheChamp / 08-21-2006

Join the discussion!

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

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

OCTOBER 2006

Out

&About

Ottawa apprentice to compete in Japan Nathan Banke has done it again.

The fourth-year apprentice at Halley’s Service Centre in Ottawa has won the automotive service category at the National Skills Competition for two years running.

The accomplishment is made sweeter

because this year’s win qualifies him to compete in the international finals to be held next year in Japan.

“Winning in 2005 was nice, but I really wanted to compete in Japan, so I knew I had to win again,” he says.

In fact, he told Canadian Technician

last year that he would settle for nothing less… and his determination paid off.

He took top spots at both the Ontario provincial competition in Kitchener, Ont. and the national finals in Halifax.

He now has a spot on Team Canada, along with a number of other skilled trade apprentices from a variety of industries who will compete at the World Skills Competition in Japan in November 2007.

Nathan said the support he received at work was instrumental in helping him win this year’s event.

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“Everyone at the shop has been very encouraging,” he says. “They’ve given me lots of diagnostic work to broaden my experience, and they’ve always treated me very well.”

In preparation for the international competition he’ll have a dedicated instructor and months of in-depth automotive training as well as professional skills like public speaking.

Still a registered apprentice, he could have written his license by now, but that would have made him ineligible for competition.

“I’m postponing my license in order to go to the internationals,” he says.

Ultimately, he plans to go to university to study automotive engineering.

“Having the practical experience in the field will certainly help on the engineering side. I think getting my hands dirty will give me a good perspective on the industry.”

The National Skills Competition involved 600 apprentices from across Canada competing in over 40 different skilled trades, technology, and employability contests.

OCTOBER 2006

Britain’s oldest tech still going at 100 A technician’s social life doesn’t make headlines in this country, but British newspapers were pleased to report that Buster Martin, a mechanic in London, was getting a day to party.

The occasion? Buster Martin turned 100 years old in September.

His employers treated him to a VIP tour of Chelsea’s Stamford Bridge football stadium, where he received a special Chelsea shirt with “Buster 100” on the back.

But, when the fun’s over, it’ll be back to work for Buster, who got bored of retirement three years ago and decided to resume doing what he loves: servicing vehicles.

Described as Britain’s oldest worker, he helps maintain a fleet of 100 vans for Pimlico Plumbers in London’s Lambeth district.

“Boredom is a big killer of men,” he says. “I went back to work as I like to keep active.”

He works three to four hours each day and has vowed to carry on as long as he can.

His boss, Charlie Mullins, says “We have quite a few old workers here, as I see experience as an asset. We could do with more people like him.”

NATA hails co-operation from Volvo The National Automotive Trades Association, a collective of seven regional associations representing auto repair shops, is heralding a commitment by Volvo Canada to ensure that its technical information web site remains open to Canadian technicians.

During recent discussions, Michel StHilaire, vice president of customer service for Volvo Cars of Canada, told NATA officials “we all have the same goal – looking after the customer.”

He said Volvo recognizes the consumer’s right to have a choice in where and how their vehicles will be serviced and repaired.

This mirrors a commitment made by Volvo’s U.S. head office in a letter dated February 28, 2005, after the U.S.-based Automotive Service Association went to bat for Canadian access to the Volvo site.

The site, at www.volvotechinfo.com offers a variety of subscription types and durations at reasonable prices.

NATA says the site had been reported as not accepting registrations from Canada, but Mr. St-Hilaire confirms that the site is, in fact, open to Canadians and will remain so.

OCTOBER 2006

CANADIAN TECHNICIAN 11

Tenneco invests in ‘evolving’undercar market Tenneco Automotive has consolidated its emissions control facilities in Harrisonburg, VA, in order to keep up with what it describes as a continually evolving undercar market.

Product longevity, consumer preferences, and environmental concerns have prompted a dramatic $6 million restructuring of manufacturing and distribution operations designed to optimize flow and improve efficiencies.

“We believe this is a good business to be in,” said Ric Alameddine, Tenneco’s vice president of

marketing for the North American aftermarket.

“We’re spending money, so obviously we don’t think it’s going away.”

The company’s plant in Harrisonburg, which manufactures Walker and DynoMax mufflers, has grown by 80,000 square feet to 730,000 square feet, with manufacturing taking up 440,000 square feet and warehousing utilizing 290,000 square feet.

Previously, Tenneco operated separate manufacturing and distribution facilities in Harrisonburg, with a total 1,000,000 square feet.

Supplier News KYB promotion offers incentive for shock, strut replacement work “Feeling is Believing,” according to a new KYB promotion. Service providers will earn certificates for $10 off future KYB purchases for every set of two KYB shocks or struts purchased and installed before Dec.15. According to KYB director of marketing and training Mac McGovern, the ultimate purpose of the program is to “allow people to feel first hand the additional handling and control that KYB shocks and struts provide.” Participating shops will also receive a kit containing informational literature and point of sale items, designed to explain shock and strut maintenance to the consumer.

Bosch launches web site for techs and consumers Bosch has launched www.boschautoparts.com – a new web site developed especially for the aftermarket. The attractive and comprehensive site offers auto parts retailers, installers and motorists quick access to information about Bosch aftermarket parts and services. It also features related resources such as technical information, FAQs, a vehicle part finder, special promotions, motorsports news, and Bosch gear and gifts.

Wakefield Canada makes personnel announcements Chad Cole has been named trade marketing manager for Wakefield Canada, the company which manufactures and markets Castrol motor oil products in Canada. Cole has an background in automotive engineering and brings a well-rounded perspective to his new position.

In other company news, national sales manager Dennis Mulhall has announced he will retire at the end of this month. He has been with the Castrol for 38 years, and will remain affiliated with Wakefield to advise on the motorsport area that has been a vital part of his tenure.“This is an exciting business,” he notes.“I enjoyed every day and still do.” As a consultant, he will be helping the company to continue the grow, particularly the Ontario region which has grown to being the company’s strongest under his stewardship.

Goerlich’s changes name to AP Exhaust Products Goerlich’s exhaust parts will soon be marketed under the familiar AP brand name. AP North American aftermarket division was purchased in 1998 and renamed Goerlich’s. The company plans now to combine all of its brand and product activities under the single AP Exhaust Products Inc. umbrella.

New address for GBS Grant Brothers Sales Limited has moved to 7885 Tranmere Drive, Unit 1 in Mississauga, ON, L5S 1V8.

12 CANADIAN TECHNICIAN

OCTOBER 2006

Trackside

Car 54 – Where are you?

A Calgary tech helps put the finishing touches on a new Hobby Stock racer.

By Jamie Maudsley

Trevor Ditchfield can be forgiven for asking the familiar question, “Car 54, where are you?”

No, he’s not a fan of the 1960s television show. The 42-year-old technician at the Fountain Tire shop on McLeod Trail South in Calgary spent much of his summer helping to create a new Hobby Stock (formerly ‘Enduro’ class) racer emblazened with #54 on the side.

And where is Car 54? It’s still hitting the half-mile with ‘Crazy Cam’ Speers at the controls.

Ditchfield has been crew chief and part-time driver on Car 54’s sister car, #45, for eight years now, with partner ‘Mad Murray’ Speers (Cam’s brother).

In 1993, Trevor hit the track for the first time in competition.

He took his chances in a pair of demolition derbies. Although he admits the experience was, “very painful,” it did not end his career of pushing vehicles to their limits. Shortly thereafter, he began to race in the figure eight division… which ultimately brought him into contact with Murray Speers.

“I had a big old Chrysler 300,” Trevor explains. “After I blew a motor, I was on the sidelines for a while until I could get a new motor. Just after that, I met Murray. We were racing together, and we just started talking, and our friendship grew from there.”

The pair got the crazy notion of turning an old car into a racer back in 1996.

Their 1979 Cutlass finally made it around the track in 2004. “It took us eight years, but we built it!” Trevor laughs, adding, “I guess we just both had some other big commitments.”

Their ride is Chevy powered in the OCTOBER 2006

form of a stock 350, with a four-barrel.

The motor is turned at 4300 RPMs. They run a 2.73 differential to keep the revs down, and a 350 transmission. “I rebuilt that one myself,” Ditchfield said. “It will still chirp the tires in second gear!”

Tuning a carburetor is a lost art at some shops, as almost all of today’s street cars run on fuel injection, but that’s still the biggest lesson that Trevor takes back to the shop from his Saturday

trying to see what he was doing.” He laughs. “I was one of those kids that took everything apart just to see how it worked.”

That curiosity has served him well, giving him a busy career and an exciting hobby.

Since meeting, Trevor and Murray have grown tighter. “That’s one thing you can say about racing. It makes your family that much bigger. Murray is like an

nights at the track.

“We don’t get too many carbureted vehicles in the shop anymore, but any problem that comes in with a carb, I’m usually pretty good at fixing,” he says modestly. “We have to adjust the jets on our racer, and that’s one of our biggest set-up tools under the hood. I think the changes are that much more important because of the altitude we race at. Over the years, I’ve seen people come in to the shop with their cars not running right, only to find out that they’re from out of province and their jets are the wrong size to deal with the altitude.”

Ditchfield’s career as a technician was largely influenced by his family.

“My father was a heavy duty mechanic, so I really grew up around the shop,” he says. “I used to go to work with him and spend the entire day under his feet,

uncle to my daughter.”

Murray’s brother Cam is also part of the team and, now that Car 54 is ready for him, will be spending some time behind the wheel as well.

“We just got the car done for Cam, but before he raced we had to give him a nickname and we went with ‘Crazy Cam.’ So if you’re ever wondering where Car 54 is, you can find it and Car 45 at Calgary’s Race City Speedway. And you’re likely to find Trevor Ditchfield, ‘Mad Murray’ Speers, and ‘Crazy Cam’ Speers close by!

Know someone who fixes cars during the week and races during the weekend?

Contact Jamie at jmaudsley@rocketmail.com. Maybe there’s a Trackside story there!

CANADIAN TECHNICIAN 13

MANAGEMENT

S.O.S. ADVICE on advisors

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.

If you ever want to be an absentee owner, you’re going to have to find someone you trust to run the counter.

h orter s the s ly love l a e r d by an oyee! s close at empl lly He live d a gre n . a n a … i Dear Ke n c ing an a i I’m hav echnici w techn he go, great t ed a ne t r a i n h o e b I k OK . ulled ut to re wor eling p rning o With mo I am f e He’s tu ob lem. . r . e p e l t o w u r e m n m ord r co adviso can aff aused a hink I service s has c t i e h t h t ’ t n , o h r . I d up wi t Howeve rs? counter custome keeping and the ter MY r time f s e a y d a r k b a o h o e even een th em to l on betw rust th directi can I t y , r d e l v u e o in if I c d even sor, an i v d a n a

Dear Erol: Well, that’s great news about finding the right technician. I’m sure that’s a load off your mind.

I’m well aware of the challenges of trying to wear three hats at once – technician, advisor and manager. I think that cost me more grey hairs than anything else! One thing that helped me was the book Getting Things Done; The Art of Stress-Free Productivity, by David Allen.

Another thing that helped me was seeing the “bigger picture” of how the role of an automotive shop owner evolves.

I went through it myself, although it took a lot longer than it probably should have.

Stage One: Technician Many of us shop owners start in this industry as a technician. So when we put our own name on the building, it makes sense that we continue to do what we’re 14 CANADIAN TECHNICIAN

really good at. After all, there’s no revenue if we don’t fix vehicles! And this is what we love to do anyway. So we’re pretty happy at first. But there are all those phone calls, and the walk-ins. I always hated getting interrupted when I was working on a vehicle. But there was no one else to deal with customers.

The truth is, you can’t fix every vehicle yourself and still have time to talk to customers, prepare estimates, order parts, and keep everything organized.

Stage 2: Service Advisor So you hire a technician and spend more of your time on the counter. You figure you’ve truly arrived as a full-time manager! But here’s a new problem you didn’t anticipate: You like your customers and want them to like you, so you tend to give away lots of stuff. There are those parking lot opinions we talked about.

There are those “tiny, little jobs” for

friends and giving credit to everyone who comes in... You could easily sabotage your own business. When I was the service advisor, I gave away the farm!

Stage 3: Manager So the healthiest thing you can do for your own shop is hire a professional to deal with customers while you concentrate on managing the business.

Erol, I really wish I’d gotten to this role faster. Getting out of the bays was tough. Giving up the counter was even tougher! I was afraid to trust anyone else to look after my customers. But when I finally gave in and hired a service advisor, I really started to feel I’d reached “that next level.”

Stage 4: Absentee Owner I’m not quite there yet, but I’m looking forward to this stage most of all! The business is running smoother than it ever OCTOBER 2006

Larry Dickison

has and I’m at the point where I can go on vacation and trust my team to run the shop by themselves. In fact, it’s hard to admit, but it sometimes runs better when I’m gone.

And really, that’s the main goal of successful business builders – getting it to the point where it can run by itself.

So, you’re just entering Stage 3.

Congratulations. The question is, can you afford a full-time service advisor? I would say you can’t afford to not have one! You’re not a super hero. You’ll burn out if you keep doing what you’re doing.

Now, I’m sure you have lots of fears about this next step. Will your customers be treated as well as you treat them? Will someone else be able to sell services as easily as you can? Will they know enough about cars to talk intelligently about the work you do? Will they do the paperwork properly?

Clearly you need the right person at the desk. I’ve spent a lot of time sorting all of this out, and I’ve learned to look for the four main skills of an advisor.

1. Customer Service Skills You have to find someone who truly loves people. I tried for years to train people to like people. I even trained them to pretend they like people. It can’t be done. You have to find someone who is a people person at heart. This is a must!

OCTOBER 2006

2. Selling Skills The problem is, people who are really great at customer service often lack selling skills. They think people will resent the pitch or be offended by it. But the best service advisors understand that selling people what they need is more important than just giving them what they want.

Their job is to take care of the customer’s vehicle. Proper selling never sacrifices customer service, it enhances it!

You don’t need someone on the desk who is just an order-taker. The good news is that selling skills can be learned.

Even people who are not natural sales people can learn how to effectively suggest necessary work, and see it as a service to their clients.

3. Administrative Skills The paperwork has to get done. I once had an advisor who was great with people but she was disorganized, never balanced her books, and couldn’t stand any paperwork. Eventually I just had to let her go.

When I started looking for our next service advisor, I knew administration was a key skill we were looking for.

What a find Val was! A real people person who understood the importance of paperwork. Yeah, we had to get her some sales training, and we had to teach her how a car works, but she caught on in no time.

4. Technical Skills The person at the counter has to understand the basics of automotive repair.

Without that they can’t discuss our work with customers.

Now, I know some people think former techs make good advisors, but I’m not convinced. Technical knowledge is good, but sometimes technicians give their knowledge away for free or they get wrapped up in trying to diagnose a vehicle problem at the counter. They also tend to get too technical with the customers. They can make people feel stupid.

So to help educate our advisors, I get my technicians to take turns conducting a weekly meeting where we explain just one aspect of automotive repair. We even put it in writing so they can refer back to it. Any time a new technology comes along, we make sure we get the service advisors up to speed before customers start asking about it.

I’m convinced that training is the key to developing a “well rounded” service advisor. As long as they come with a genuine love for people, you can manage around their weaknesses. And if you ever find someone who is an expert in all four areas, keep them happy! They’re great for your business.

Erol, I’ve developed a short test that identifies a person’s strengths and weaknesses in these four areas. I use it when I’m interviewing a service advisor, and occasionally I use it to assess existing employees. If you want it, e-mail me at kellythecoach@aol.com and I’ll send it to you.

Well my friend, I am outta here. I figured I needed a hobby to help me learn how to relax more. Don’t laugh, but I’m on my way to my first Tae Kwon Do class.

– 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

The Greenwood REPORT State-of-the-industry survey reveals major trends shaping the way business is typically done… and undone.

By Bob Greenwood

A

national survey of independent garage owners from all corners of the country suggests this year is proving to be a true challenge for the aftermarket.

The question is, are the market conditions we’re seeing temporary? Or are they part of the new road map for our sector?

From Vancouver to St. John’s, independent repair shop owners are openly admitting they’re facing new and unique challenges which are increasingly difficult to overcome. There’s the ongoing search for competent technicians. Up-todate training can be extremely tough to source. And the latest tools and repair information for today’s sophisticated vehicles are frequently unavailable to the aftermarket.

Worst of all, embattled shop owners are not quite sure where to turn for help.

The results of the latest Canadian Independent Automotive Shop Survey suggests today’s aftermarket is flirting with widespread burn-out at the management level.

And, in my view, it all boils down to discipline. Running a profitable shop requires a thorough understanding of all the costs related to your business… and the determination to ensure they are monitored and controlled.

OCTOBER 2006

2006 The Aftermarket Faces the Crossroads As an observer of the automotive repair and service industry for more than 30 years, and the author of the Canadian Independent Automotive Shop Survey, I’ve discerned five alarming trends that threaten the health of our sector – as well as five opportunities that, if acted upon, could lead out of our present morass and toward renewed prosperity.

1. Pricing problems Total aftermarket parts gross profit has dropped 1.28%.

That may not sound like much but it’s a pre-inflation factor that can have a significant impact on the bottom lines of shops that are already struggling to eke out a living.

There appear to be two predominant factors causing this: the proliferation of low-cost offshore products that have

flooded the North American aftermarket, and the increased reliance on lower-margin OE parts.

As product quality from low-labor-cost countries has improved, the aftermarket has embraced a wide array of new value lines from alternators to water pumps.

And a lower cost of acquisition is certainly not a problem… unless it erodes margins. Unfortunately, too many shop owners are using an out-dated formula when they price their parts.

It seems that every level of the aftermarket is so focused on cost – and not the gross profit dollars that are required to run a business – that we’ve started a crazy “race to the bottom” that is compromising the profitability of otherwise healthy shops. An inadequate mark-up on cheaper-priced parts leaves even less money to run a business.

CANADIAN TECHNICIAN 17

THE GREENWOOD REPORT

Management tools – like the pricing matrix recently advocated and offered free of charge by my fellow Canadian Technician columnist Kelly Bennett – have been developed to help shop owners get focused on their shops’ margin issues. They need to be more widely accepted and used.

Only the slimmest minority of shop owners – the most progressive ones – have taken steps to ensure their shop gross profit percentage pricing is increased by 2% per year to compensate for the competitive offshore cost structures entering the market.

It is programmed right into their shop computer systems.

Shop profitability is also threatened when, because of fit, form, and function issues, a shop must resort to purchasing OE parts instead of higher-margin aftermarket parts.

Most independent shop owners across the country will say they’d prefer to support an aftermarket parts supplier even at a lower margin. But when the part doesn’t do the job, they have no choice but to move to more reliable OE parts.

And while the margins at the OE level have improved, they’re still far from the standard percentages derived from aftermarket parts.

2. The dealer threat The Canadian Independent Automotive Shop Survey is – as its name implies – a gauge of the independent sector of our industry. The health of this sector is defined, in part, by how successfully it competes with the service department of new car dealerships. And, in this regard, the rules of engagement definitely seem to be shifting. The independent is facing new and worrying challenges.

Our survey indicates that dealer parts gross profit has increased 3.1% on average in the past year. OE parts pricing has become a very competitive issue across the country throughout the aftermarket.

In recent years, dealerships have begun developing a particularly effective business strategy that challenges the independent sector in its own backyard. By locking the aftermarket out of the requisite tools and technical information to do a job – say, a vehicle re-flash – the new car dealership can effectively control this service locally.

The opportunity exists to, in essence, “blackmail” independent shop owners for parts sales. Dealerships can play favorites when it comes to requests for re-flash assistance. Its best wholesale customers are offered quick attention, while those shop owners who try to minimize part pur-

chases at the dealership are made to wait.

The OE dealer wins on all fronts.

This trend is beginning to be seen in our survey, as the independent shop’s sales mix of aftermarket parts has moved to 73.8% in 2006, down from 74.6% in 2005.

Dealer parts as a percentage of total parts sales have moved to 26.2% in 2006, from 25.4% in 2005.

In fact, since the late 1990s, when aftermarket parts made up about 85% of an independent shop’s inventory, that statistic has steadily declined.

Similarly, loyalty to a single supplier has consistently fallen. The average shop surveyed purchases only 66.9 per cent of its parts from its main supplier. That’s down from 72.2% in last year’s survey.

Clearly shop owners have deep-rooted fears about the quality of aftermarket parts, as well as the availability of adequate training, repair information, and service tools.

Aftermarket parts suppliers will have to work hard to earn back their trust.

Simple rhetoric and incentive trinkets will not cut it.

3. Productivity concerns A great number of businesses in the automotive repair and service industry have

Canadian Independent Automotive Shop Survey • June 2006

Oil GP%

Tires GP%

Batteries GP%

Parts GP% (Aftermarket)

British Columbia

38.8

19.8

32.5

56.3

27.5

57.9

3.6

Alberta

48.2

28.2

33.6

48.0

32.2

65.5

3.7

Western Canada (BC, AB, SK, MB)

44.7

25.6

33.3

48.8

28.4

63.3

3.6

Southern Ontario

36.5

23.8

28.1

41.9

29.5

52.2

3.4

Central Ontario

41.4

24.6

30.8

47.2

28.8

59.5

4.1

Eastern Ontario

36.0

25.0

33.0

40.4

29.4

64.6

4.9

Atlantic Canada

35.5

24.5

27.5

42.2

26.8

56.6

3.0

39.4

24.3

30.9

46.0

29.0

59.4

3.8

SURVEY AVERAGE 18 CANADIAN TECHNICIAN

Parts GP% (Dealer)

Total Bay GP%

Average Hoists per shop

OCTOBER 2006

A M

THE GREENWOOD REPORT

no processes to adequately measure and manage their shops in today’s economic reality. As a result, the most important business benchmarks are growing only slowly or are actually shrinking.

The number of technicians per shop, for example, is down 3.1%. And while the labor dollars produced per technician is up 7.9% (before inflation), the sales per hoist increased only 3.5% in 2006.

Meanwhile, the average door rate for maintenance work has been virtually at a stand still over the past year, averaging $74.75. The average diagnostic door rate went up 2.3% to $91.88.

The inertia in maintenance rates and the small increase in diagnostic rates simply do not cover inflation or shop operating cost increases. The independent sector is working harder to stand still.

Our sector must learn the processes of measuring and managing. Yet within so many towns and cities across Canada, the call to business management training is frequently met with the shortsighted refrain: “I don’t have the time.”

4. Cash flow crisis Accounts receivable in the east have risen 67.1% over 2005 numbers. In the west, they have risen 52.0%.

THE GREENWOOD REPORT

Shop owners are understandably nervous about future business trends. Too few have embraced the new business model of managing their clients’ vehicle maintenance. Instead, they cling to the old model, which focuses on vehicle breakdowns.

This has cost them dearly. Shop owners have taken on more commercial business to try to keep the bays busy as breakdowns have dwindled dramatically in the face of today’s better-built vehicles. Commercial business as a percentage of total receivables has moved up a point to 46% in the east and to 72% (from 61%) in the west. The average commercial account pays its bill 63 days from the date of the statement, which ultimately means cash flow and shop profitability has suffered.

5. Management burnout To add to the stress in the front end of the business, is increasing grumbling and strain at the back end. There is an acute shortage of competent technicians out there, and the situation is likely to get worse before it gets better.

Nevertheless, self discipline is required to manage all business costs, including salaries.

In these challenging times, about the

worst thing a licensed technician can do to his employer is to lobby for big wage increases – and effectively hold the shop to ransom.

A more helpful position for professional technicians to take is to find out how they can assist the shop, help improve the bottom line, and increase the shop’s credibility with its client base. Top technicians take pride in their workplace.

Remember, the situation is not easy for anyone. When the shop’s net profitability is not where it should be, real stress and real burnout becomes very apparent. The numbers from our survey show that the average 3.8-hoist shop (4to 5-bay operation) is on a one year trend of netting only $73,909 before management wages and income taxes.

That’s merely buying a job – and all the liability that goes along with it. The return is simply not worth all your risk… so why not change it?

The solutions are available to be embraced. With cooperation at all levels of the industry – from parts manufacturers, to jobbers, to shop owners and technicians – there is very real opportunity for the independent sector of the aftermarket to take back market share and grow the industry.

Average Number of Full-Time Technicians

Average Monthly Labor $ Per Technician

Percentage of Time Owners spend working in bays

Average Labor Productivity % per Technician

Hourly Labor Rate (Mechanical)

Hourly Labor Rate (Diagnostic)

Parts Sales Aftermarket %

Dealer Parts Domestic %

Dealer Parts Import %

Average % parts purchased from main supplier

$11,114

3.1

$6,659

25.0

50.0

$76.88

$100.37

72.8

13.8

13.4

59.2

$17,387

3.1

$9,100

18.0

61.0

$87.71

$101.18

75.7

17.0

7.3

74.1

$14,846

2.8

$8,587

18.0

58.0

$86.85

$101.11

75.2

15.5

9.3

70.1

$15,392

2.9

$8,481

36.0

66.0

$75.18

$89.79

73.0

21.5

5.5

76.5

$12,277

2.8

$8,199

36.0

61.0

$79.09

$100.02

76.9

15.1

8.0

79.8

$16,669

3.5

$11,985

26.0

77.0

$76.88

$100.37

65.8

20.0

14.2

52.2

$26,989

3.1

$7,577

47.0

84.0

$52.81

$64.63

78.3

13.3

8.4

60.0

$16,638

3.1

$8,667

31.0

67.0

$74.75

$91.88

73.8

16.8

9.4

66.9

Average Total Monthly Sales per hoist

OCTOBER 2006

CANADIAN TECHNICIAN 19

THE GREENWOOD REPORT

Improved parts and price lists Aftermarket part manufacturers must meet and exceed OE quality with fit, form, and function. And when they achieve those benchmarks, they need to educate the industry as a whole so everyone can be confident in selling and using those parts. As important, however, those parts must be priced against OE parts, not against other aftermarket part companies selling the same item.

Grassroots WD programs Warehouse-distributors must develop stronger business relationships with their jobbers by focusing on growing local market share. This can only be done by meeting the particular needs of individual jobbers within each territory.

National programs are too open-ended and don’t have enough impact at ground level. Open communication with individual jobbers is required, and a determined realignment of WD budgets to achieve this end result must take place.

The return on investment by the WD will be measured in each jobber store.

Stronger jobbers Jobbers must commit to strong relationships with their supplying WD as well as their best customers. Strong business relationships are, effectively, a partnership, demanding much from both sides, and resulting in enhanced profitability all around. This strategy has proven time and time again to be a win-win scenario.

The jobber has the opportunity to bridge the gap between parts suppliers and endusers, offering real business value to its elite shop clientele. The more that is known about a customer’s business, the more that can be done to address the issues and meet shop needs.

Business strategy Shop owners and managers must have the desire to re-learn the finer points of their business – particularly those that are required to build bottom-line profitability. Learning must lead to executing new business strategies.

And this requires incredible self-discipline. New processes must be known and understood by all parties – from the technician in the bay to the jobber down the street.

20 CANADIAN TECHNICIAN

GET INVOLVED! Think this information is helpful to your business? Wait until you see the full report!

All the shop owners who completed the Canadian Independent Automotive Shop Survey received the complete report, with valuable data to analyze and use as a benchmark.

You can get in on the deal. Simply log on to www.ekw.ca and click on the Garage Survey icon to register your business.

Surveys are conducted twice annually (from June 21 to Aug. 15; and from Dec. 21 to Feb. 15). Shops remain registered for all future surveys as long as their e-mail address remains the same.

Here’s your chance to see how your numbers stack up against shops in your region and across the country. You also get a chance to offer your input on the biggest challenges facing the automotive aftermarket.

E.K. Williams (Ontario) Ltd. has been conducting industry surveys since 1980.

Since December 2002, the Canadian Independent Automotive Shop Survey has been conducted via the Internet, which allows national data to be analyzed immediately.

Survey results are widely recognized as the definitive snapshot of the Canadian independent automotive repair and service industry. They’re used by students at the Canadian Automotive Institute at Georgian College, and have been highlighted at the annual Global Automotive Aftermarket Symposium (GAAS).

The survey is available for $295 + GST – but you can get yours free just by participating. Sign up today!

Fight for the future Finally, the entire industry must come together to address the issue of information and tool lock-out. If you’re not involved in this very important campaign, you’re not thinking far enough down the road. Volunteering time and financial assistance is vital. Get involved. I cannot stress enough that information and tool lockout is the most serious issue that has ever been in front of our sector. If this issue does not get resolved in a reasonable time frame,

every level of the aftermarket will suffer, and suffer greatly.

If we focus as an industry and work together on the pressing issues before us, I believe we’ll be amazed at how much can be accomplished in a very short period of time.

This is no time for our sector to go off on self-interest tangents; it’s time to focus on sector business survival and growth.

I would welcome your thoughts and comments. You can e-mail me at greenwood@aaec.ca.

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.

OCTOBER 2006

Wiper inspections Making the effort will result in increased sales… and safer vehicles.

By Allan Janssen

W

iper blades. They’re small-ticket, low-tech items, hardly worth the bother in your busy shop, right?

Wrong on both counts.

Recent industry analysis proves how lucrative wiper blade work can be. A recent report from Frost & Sullivan suggests that the North American appetite for wiper blades generated revenues of $477 million in 2005. And that number is projected to reach more than $731 million by 2012 – largely because vehicles are staying on the road longer and an increasing number of vehicles have more than just two wipers.

Furthermore, wiper manufactures say consumers are increasingly aware of premium products in the market, and for their late-model vehicles insist on some-

thing that will perform well and last as long as possible.

As for low-tech, well, today’s blades are anything but.

Modern wiper blades incorporate enhancements to ensure an easy and secure fit, as well as a consistent pressure on all parts of the windscreen, despite complex curvatures and increasingly long window designs.

The most prominent introduction into the aftermarket is flat-blade or beam-blade technology, which is expected to be the future of wiper blade designs and is currently positioned as a premium offering.

The need for regular replacement is obvious. Wind, sun, extreme temperatures, and precipitation would challenge the integrity of any product. The delicate

MANY FRANCHISES COME WITH HIDDEN “EXTRAS.”

strip of rubber intended to keep the windshield clear is ultimately going to lose that fight.

The repetitive friction on the windshield can also have a damaging effect on wiper blade performance over time. A blade’s natural rubber provides the most flexible and resilient edge for wiping across glass, but it eventually dries out and deteriorates. Heat can warp the rubber, and cold can make it brittle.

That’s why you’re doing your customers a favor when you check the condition of their wipers. Look for splits, discoloration and worn rubber. If you can see obvious damage, your client has probably already noticed poor performance.

According to one distributor of auto parts, wiper blades should be able to clear the windshield completely – without streaking – within three swipes.

It’s a simple job to ensure that your customers can see through their windshields… especially as winter approaches. It’s also your responsibility if they’re counting on you to keep their vehicles well-maintained.

Not ours.

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For more info, contact Randall Moore, VP Franchise Operations at 1-800-373-8432, randy@mistertransmission.com or visit www.mistertransmission.com OCTOBER 2006

CANADIAN TECHNICIAN 21

Taking stock Your tools are your bread and butter.

What are you doing to protect them?

By Allan Janssen

L

ike most technicians, Wayne Winchester spent most of his career amassing an impressive collection of specialty tools.

The foreman in the prep shop at Lewis Motor Sales in Barrie, Ont. figures he had about $50,000 worth of tools in a twosection tool chest weighing more than two tons.

But that tool chest is gone now.

Recently, thieves broke into the building and rolled his tool chest away, along with other tools and shop equipment.

They used a tailgate lift to load it all into the bed of a mobile service truck, and then made off with the whole works.

“The first thing you feel is shock. Your tool box is gone. It’s like losing last year’s wages,” says Wayne. “Then you get mad.

And when that dies down you get 22 CANADIAN TECHNICIAN

Tony Auchincloss, left, checks a tool box at Ken Matheson’s garage in Thornton, Ont.

depressed. Eventually you realize it’s time to pull yourself together and get back to work. But it’s not easy.”

The loss is made all the worse because he had not taken out his own insurance on them. The cost he’d been quoted – $6,500 a year – was prohibitively expensive. He took his chances… and lost.

Tony Auchincloss, president of Tool Inventory Appraisal System, says that scenario is all too common. Few technicians go to the expense of insuring their tools, because until now the insurance industry has not made it easy.

“Traditionally insurance companies don’t like mechanics because they have a lot of tools and their tool boxes roll,” he says. “They haven’t been very accommodating because of the threat of fraud.”

Tony knows what he’s talking about because, like Wayne, he was the victim of a tool theft which crippled his business as a mobile Mac Tools dealer in central Ontario.

Over the next six weeks, he calculated the loss, figuring out what he had bought, what had been sold, and what

had been on the truck at the time.

Thinking about what happened, and talking to insurance companies and brokers, he started to flesh out a service that would document tool inventories. He went to the adjusters and police to find out what kind of information they require after a theft or fire. He started building a database of tool information, and even had a computer program written that would automatically update valuations, using tool company web sites.

The end result is an appraisal service specifically tailored to the automotive aftermarket, in which he touches everything in a shop, from wrenches to heavy equipment, photographing everything, and appraising their value.

The report he delivers on CD gives an insurance company a to-the-penny picture of what might have been lost. And that’s made them more receptive to reasonable insurance rates for technicians.

Tony says tool insurance can now be purchased for as low as $8 per thousand.

“The real serious guys out there have always wanted to insure their tools but it OCTOBER 2006

has traditionally been too expensive,” says Tony. “But they need it. They’ve invested a lot of money in this industry.

They have their entire professional life right there in the tool box. If it gets stolen, or destroyed in a fire, a lot of them will just pack it in and get out of the trade because it’s so expensive to restock.”

Ken Copeland, a 22-year-old technician at Auto Centre Dufferin County, in Shelburne, Ont., has been in the trade for less than five years, but he has a tool chest that many veterans would envy. He got it for a great price from someone who was leaving the industry. The collection was recently appraised at $72,000.

“It’s the thing of greatest value that I own,” he says. “I figure I should get it insured – not just for the peace of mind but also for my bank, so they know what kind of collateral I can bring if I want to buy a house or a car.”

He says knowing the value makes him all the more determined to protect them.

“Fire... theft... you worry about it a bit.

This building is pretty secure but you never know what can happen,” he says.

“And then what would I do? I can’t come up with $72,000 overnight.”

Ken Matheson, owner of K. M. Repair in Thornton, Ont., says the insidious thing about not having an accurate inventory of tools is that you’ll probably never know completely what you lost.

“If you try to remember what you have after the fact, you find it’s not so easy. You reach for something and think, ‘Man! That went too!’ And that could be six months later, because you don’t use every tool every day.”

He decided to get a proper inventory and valuation done to prevent that headache. He figured he probably had about $80,000 in tools and equipment.

The number was closer to $130,000.

“Mechanics tend to overvalue what they have,” says Tony. “Shop owners generally have no idea of the value of what they’ve got. They’ll wildly over-estimate sometimes three or four times what they actually have. If that’s the number they’re giving to their insurance company, they’re way overpaying for their coverage.”

In fact, an insurance company makes its money on the premiums, so it likely won’t discourage a technician or shop owner from buying lots of coverage – OCTOBER 2006

even too much. When a claim is filed, it’s up to the client to prove that the amount they’re asking for is accurate.

Tony tells the story of a shop owner who saved $5,000 a year in premiums because of an accurate assessment. He was able to invest that ‘found money’ in new tools to keep up with the demands of the industry.

In the wake of his theft, Wayne Winchester is facing some big questions.

“I’ll replace some of my tools,” he

says, “especially the ones I need to do what I’m doing now. Being a master truck tech, I had a lot of specialty engine tools but I won’t be getting back into that part of the business. I’m over 60 years old. I’ve been at this for 40 years.” Near the end of his career, it’s unlikely he’d be the victim of another theft. But the experience has left him bruised.

“Tool insurance would have helped,” he admits. “If I were a younger man I’d think about it very seriously.”

CANADIAN TECHNICIAN 23

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24 CANADIAN TECHNICIAN

Itâ&#x20AC;&#x2122;s getting so that color blindness would be a real handicap if your job involves engine coolant.

Thereâ&#x20AC;&#x2122;s an increasing range of colors out thereâ&#x20AC;Ś and more than a little confusion about what they mean.

And this is especially true in the heavy duty world where a number of new coolant products have been introduced to save harddriven truck engines.

Actually, the colors â&#x20AC;&#x201C; which are a product of the chemical content â&#x20AC;&#x201C; is just the start of it. Two types of antifreeze are available today: conventional (including fully formulated antifreeze) and extended-service (ESL) blends. Thereâ&#x20AC;&#x2122;s a third type easing its way into the market as well, called â&#x20AC;&#x153;fill-for-life,â&#x20AC;? a combination of the other two.

Conventional coolants tend to be green, or maybe blue, while extended-service products are usually red or orange. Thereâ&#x20AC;&#x2122;s some pink out there, but more than a few radiators are full of something muddy brown in color. Thatâ&#x20AC;&#x2122;s because somebody mixed two types of antifreeze together.

The green stuff is the so-called low-silicate, phosphate-free antifreeze containing a blend of inhibitors and additives, such as silicate, nitrate, borate, phosphate, and molybdate. The upside to conventional antifreeze is that itâ&#x20AC;&#x2122;s tolerant of mixing and dilution.

The active chemical base can easily be restored with the addition of appropriate additives. The downside is the effort involved in testing and maintaining the product. If itâ&#x20AC;&#x2122;s neglected, depletion of OCTOBER 2006

the active chemicals such as the nitrite cavitation inhibitor can quickly cause internal problems.

“I’ve seen engines—two right here in town in the same month — with less than 250,000 kilometres on them that had holes chewed right through the side of the block,” says Dominic Zappavigna of Waterous Detroit Diesel in Calgary. “Both engines had the proper antifreeze, but the owner hadn’t bothered to replenish the additives or inhibitors.”

The red and orange antifreezes–the ESL products – still use either ethylene glycol or propylene glycol as their base, but they rely on nitrite organic acid technology (NOAT) to provide the protection. NOAT, which contains anti-corrosion compounds like aliphatic mono- and di-carboxylic acids along with tolytriazole and nitrites, is common to most ESL coolants.

When it comes to the end user–your customers–the appeal of an ESL coolant from a set-it-and-forget-it perspective might be high, but there are considerations they often need to be reminded of. All brands of ESL antifreeze require periodic testing, and that’s not something your average truck owner is inclined to do on schedule.

You may have an advisory role to play here, especially if you find the existing coolant to be badly neglected.

The appeal of ESL antifreeze is that you don’t need to replenish the inhibitor stock. Typically, you’ll have to add an extender to the product somewhere around the 500,000-km mark, and it may be possible to go out beyond 1 million kilometers. Most of these ESL coolants also use a water filter loaded with time-release pellets to maintain the inhibitor charge throughout the life of the filter.

Some brands of ESL antifreeze will tolerate minor cross-brand contamination, but none of them take well to contamination with conventional coolant or dilution with excessively hard water. If the coolant becomes sufficiently contaminated, you’ll have to flush and refill the system with fresh product — a steep price to pay, especially for an owner-operator who may not be able to find ESL antifreeze on the truck stop shelf when he needs a gallon of makeup coolant.

If your customers are running any brand of conventional fully-formulated antifreeze, you can simply follow manufacturer’s guidelines for measuring inhibitor concentrations. Simply dip a test strip into the coolant and compare it to a graded color scale on the bottle.

Conventional coolants can also be used in most cases with a timeor need-release water filter containing measured applications of nitrite and SCA. These filters render the conventional coolant as close to hands-off as it’s likely to get, but periodic testing is still advisable.

At the very least, conventional coolants should be tested for nitrite concentration at every scheduled service interval–nitrite make-up product can be added as it’s needed. Use a test kit that’s approved for use with your brand of antifreeze. Blends of various brands of antifreeze can skew the results, and some test kits are incompatible with certain brands of coolant.

Conventional antifreezes may require a substantial amount of attention, but they’re durable and flexible enough to withstand dilution from incompatible antifreeze or higher concentrations of straight water.

While you customer’s choice of coolant may be based on color preference, the way you approach the job of servicing it ought to be a little more scientific than what would look best in a puddle under the truck.

OCTOBER 2006

CANBUILT TM

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Precision ground Optical GLASS Lens • Not affected by: UV, Direct Sunlight, Overspray or Airborne solvents Your NEW Profit Centre: Average $39.95 charge for a 10 minute Alignment!

DEMO ONLINE AT www.canbuilt.com Model OPT-5405 Optical Headlight Aimer

$50.00 Canbuilt coupon off your next Canbuilt purchase included

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Limited Time Special: $899.00 ROBOSTRUT: Hydraulic Spring Compressor • Complete Strut change over in less than 5 minutes!

• Handles 99% of all struts on today’s vehicles • Hydraulics allows total control and safety for compressing & re-seating springs • Unique 3 Axis Adjustment for maximum tooling contact.

Wall Mount RoboStrut Item # RS-410A Special: $799.95 Optional Mobility Kit Item # RS-410WK

®

Call your local Parts Supplier or Canbuilt Equipment 1-888-607-2926 • 416-749-6555 www.canbuilt.com • sales@canbuilt.com CANADIAN TECHNICIAN 25

CLASSIFIED

ADVERTISING

Carrus Technologies is aggressively expanding into Western Canada and are in need of an experienced technical trainer to be based in either British Columbia or Alberta. Ability to train in person or on the internet is required.

Send resume to Bob Worts rworts@carrus.ca

SECTION

ADVERTISING

Donâ&#x20AC;&#x2122;t be left behind!

Let the MARKETPLACE Move Your Business Forward.

Joe Mercanti

To advertise in MARKETPLACE call

â&#x20AC;&#x201C; a seasoned sales and marketing 30 year veteran of the automotive aftermarket is seeking contacts.

Most recently he was Director of Sales with Ultrafit Exhaust Systems in Mississauga, Ontario .

Mercanti can be reached at 905 719-5389 or jmercan@attglobal.net

DALE PATENAUDE 416-614-5829 dale@canadiantechnician.ca

www.canadiantechnician.ca

CANBUILT Equipment catalog Sayco Distributors and Canbuilt Manufacturing have release a new 20-page fully illustrated sales supplement (SF2006B) with full details on a wide variety of new items, productivity enhancers, equipment, and incentives. All are designed to provide new opportunities for repair shops. The supplement includes features and benefits of the products and equipment as well as specifications and other relevant information.

Canbuilt – For more info, go to www.aptmag.ca/products/40701

Air Powered: Platform - Motorcycle - ATV lift - 1000 lb Capacity0 95.0 .00 :$13 1295 g e $ R : L CIA r Now ise SPE Orde Wheel V e lu e Fre 0 Va Get .0

9

$17

Tool storage The Matco MSC12 Master Service Rollaway cart combines storage capacity with unique added functionality. It’s a fully welded unit that can withstand the rigors of every day use in the shop. This unit offers versatility capacity, superior strength, and high security, with over 900 square inches of true work surface and over 12,000 cubic inches of storage. As your storage needs change, the MSC12 can accept more drawers, making it a full rollaway and adding over 2,300 sq. in. or over 7,000 cu. in. of storage. It is available in 50 color and trim combinations.

Matco – For more info, go to www.aptmag.ca/products/40804

• Removable rear wheel deck • Expandable platform with Optionally Available: - 13” Front Platform Extension - 24” Side Platform Extensions

Model # ML-3000 Shown with Optional Wheel Vise

Oxygen sensors Bosch has released the 2006 Oxygen Sensor Catalog, with expanded coverage and 203 new part numbers. It features more than 1000 new applications listings and a new ‘glossary of terms’ to help explain the different sensor types. This and other Bosch catalog information is also available through the Bosch eCat system, which offers catalogs, technical bulletins, and product information all on one CD, with application updates available monthly via the Internet.

Robert Bosch – For more info, go to www.aptmag.ca/products/40505

O2 sensors line expansion ACDelco has added 36 all-make oxygen sensors to its emissions product offering. These new part numbers cover domestic and import applications from 1999 to 2005 model years. ACDelco offers all-makes/all-models coverage for its emissions line, with over 90 per cent application coverage for oxygen sensors.

ACDelco – For more info, go to www.aptmag.ca/products/40501

7,000 lb Storage Lifts: For Cars & SUV’s Model # VL-4700 For cars: 68” Clear Height Model #VL-4700EXT For SUV’s & pickups: 78” Clear Height • North American Hydraulic units • A complete line of lifts available

OCTOBER 2006

Get

RY

WORKSTATION BENCHES & CABINETS • Organize your workspace

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NEW

Four-post lift Rotary Lift has updated its complete line of light-duty four-post vehicle lifts to offer technicians greater convenience. The power unit and controls on each of the 12,000 lbs. capacity lifts has been moved to the driver’s side front of the lift. Additionally, the lifts now feature easy-to-use conventional dual hand controls. Rotary four-post lifts are available as standard or alignment lifts.

Rotary – For more info, go to www.aptmag.ca/products/39405

Now

O ACT 00 F TE .

0 5 A $1 REB er Ord

• Secure your tools. test equipment • Improve Productivity • Improve shop appearance

See them at: www.canbuilt.com Call your local Parts Supplier or Canbuilt Equipment

1-888-607-2926 • 416-749-6555 ®

www.canbuilt.com • sales@canbuilt.com

CANADIAN TECHNICIAN 27

2

3

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6 7 9

8 Ç

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19 21

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October 06

AUTO PUZZLE

1

23

25

ACROSS

DOWN

1 Toyota truck.

3 Ford SUV.O.J.’s escape vehicle.

7 Protects vehicle interior from sun damage, and wear-and-tear.

9 _____-league.

10 Mazda's fuel injection system used on RX7, 323 and 626 models.

11 Carmaker known for its bowtie logo.

13 Connected metal links usually for transmitting power.

14 Lower part of the piston that makes contact with cylinder wall.

18 Understood.

19 Air pressure acronym.

20 Acronym for either Nitrous Oxide Systems or ‘new old stock’.

21 The act of making a turn.

24 One of the world’s top carmakers.

25 GM nameplate.

1 Type of automotive belt.

2 Poem.

4 Number of steering wheels in a typical automobile.

5 Kia sedan.

6 Fastening device.

7 Oil type.

8 Going backwards.

11 Recent Adam Sandler movie 12 GMC sport utility vehicle.

15 Type of wrench.

16 What scan tools read.

17 Vehicle manufacturer.

22 John Lennon’s widow.

23 Squirrel food.

June 2006 Auto Puzzle S H I N H A I I M A N S C A L R U L A U N V C T E C H E A N R M P O C C U

E O V I P A T D R I E M A C H M S S A T H R A G R A I R N

B U I C E R U M P E S A H U R O P X R E P A I E D O R D E O W O N O S S E R U S T

K E Y O N R

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

R E L A Y

Congratulations to Bert Sinkgraven of Windmill Automotive in Brampton,ON,winner of a set of Havoline Die Cast Cars for solving our June 2006 puzzle.

Win 100! $

Send your solved puzzle to Canadian Technician.We’ll draw a winner on Jan.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: How much do you estimate you spend each on year on training – including hard costs (dollars) and lost productivity?

© 2006 Chevron Global Lubricants. All rights reserved.

continued from page 30 sporting his 1986 Mercedes 420SEL, and even Long-haul Herman in his ’92 Dodge 4x4. “Who won?” I asked as I walked over to award the prize.

Everyone pointed at Buck Pincher.

“He won it fair and square,” rumbled Long-Haul Herman. “I’ve been a trucker all my life, but for a crusty old critter, this man can really drive!”

Buck’s eyeballs nearly popped out of his head when I gave him a cheque for $500, but he sighed and handed it back.

“Keep it, Slim. You’ve given me such great service over the years that I want you to throw the biggest Christmas party your guys have ever seen.”

The next thing I knew, Basil was standing over me. “Are you dreaming, Slim?”

“Yeah, I know,” I gasped. “Buck’s never that free with money!”

Basil cleared his throat and shook me again. “Seriously, boss, are you dreaming? It’s time to wake up!”

I was suddenly very aware that I was lying on the creeper under a 2002 F-150, a fallen ratchet digging into my chest, my left hand resting indelicately in a puddle of motor oil on the shop floor. “Whwhat?” I said, still in the fog of sleep.

“We’d already dispatched a search party for you, Slim. I think you’ve been logging too many hours lately. You’re not as young as you used to be!”

As I crawled out from under the truck, a wave of disappointment washed over me. There was no barbecue, no Mountain Dew, and precious little professional camaraderie in our town. There was no Slim Shamble’s Autopalooza. “Too bad,” I muttered. “I was just starting to enjoy this business again!”

Suddenly I had an idea and headed for the office computer. There’s a certain online forum where a bunch of fellow technicians just might be interested in a really good idea!

A big thanks to all the members of the Canadian Technician Forum, whose lively debates provided the inspiration for this month’s column. How about it, guys; who’s going to host the first Autopalooza? You can invite me at rick.cogbill@shawcable.com.

OCTOBER 2006

ADVERTISER INDEX Advertiser

Page

Website Address

Phone

31

www.acdelcocanada.com

1-800-26-DELCO

Automotive Industries 11, 23 Association of Canada 1272 Wellington St. W. Ottawa, ON K1Y 3A7

www.aiacanada.com

1-800-808-2920

25, 27

www.canbuilt.com

416-749-6555 1-888-607-2926

4

www.carquest.ca

Contact local rep

Chevron Global Lubricants 6975A Pacific Circle Mississauga, ON L4T 1A1

28

www.texacohavoline42.com

1-800-465-2772

Gates Canada 225 Henry Street, Building #8 Brantford, ON N3S 7R4

10

www.gates.com

1-519-759-4141

9

www.prestone.com

1-800-243-2323

Launch Technologies 70 Hanlan Road Vaughan ON L4L 3P6

26

www.cnlaunch.com

905-265-9330

Matco Tools 25 Carissa Lane Holland Landing, ON L9N 1R6

24

www.nmtccanada.com

1-866-BUY-TOOL Franchise Opportunities 1-800-368-6651

Mister Transmission 9675 Yonge Street, 2nd Floor Richmond Hill ON L4C 1V7

21 www.mistertransmission.com

1-800-373-8432

Robert Bosch, Inc. 6955 Creditview Rd. Mississauga, ON L5N 1R1

32

www.bosch.com

1-800-618-4729

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

16

www.genisysotc.com

Contact local agent

Wakefield Canada Inc. (Castrol) 3620 Lakeshore Blvd. West Toronto ON M8W 1P2

12

www.wakefieldcanada.ca

1-888-CASTROL

ACDelco

Canbuilt Manufacturing 103 Milvan Drive Weston, ON M9L 1Z7 CARQUEST Canada 36 Worcester Road Toronto, ON M9W 1K9

Honeywell (Celsius by Prestone) 3333 Unity Drive Mississauga, ON L5L 3S6

CANADIAN TECHNICIAN 29

The Car Side

By Rick Cogbill

When Slim’s imagination gets the better of him, the challenge is to turn fantasy into reality.

30 CANADIAN TECHNICIAN

A Late Summer Night’s Dream

Will Enns

“Hey Slim, how ’bout another burger?”

I brushed the crumbs off my shirt.

“Soon, Herk. I’m still chewing my last bite!”

The owner of Herkle’s Auto Parts raised the lid on the barbecue, releasing a cloud of smoke. “Service is my middle name, Slim. And I just sent Samantha to find you another cool one.”

Dave, the partsman from the local Ford dealer, staggered up with a heavy box. “Here are some more patties, Herk,” he gasped. “Want me to man the flipper for a while?”

“Naw, I got ’er. But how ’bout a game of cards while they cook?”

Nearby, Tooner was having a discussion with young Jimmy C., the top technician at the local GM dealership.

“Jimmy, them Duramax diesels got me stumped. Ya got any pointers for an old coot like me?”

“Why don’t you come by after work and I’ll give you a quick run-down,” replied Jimmy cheerfully. “My service manager will find us a demo truck.”

Jimmy lowered his voice. “Say, I hear you used to work on carburetors. I got this old ’70 GTO at home that just won’t idle…”

At that moment Samantha, the delivery girl for Herkle’s Auto Parts, caught up with me and my empty glass. “A diet Mountain Dew with a hint of freshsqueezed lime,” she announced, holding up a frosty mug. “Did I get it right?”

“Perfect,” I said. “Say, did I hear that you and Beanie are going steady?”

Sam blushed furiously. “Well, he did give me this.” She showed me a shiny bracelet made of chrome piston rings. “I can’t resist a man in coveralls!”

The event was Slim Shamble’s Autopalooza – our annual repairman’s picnic, a joyous occasion for anyone in our town who had anything to do with a vehicle.

Under a big oak tree, some techs were swapping stories, including our Basil, and Spoke Lee from The Alignment Shop.

“Hey, Basil,” said Spoke. “One of your cus-

tomers came by for an alignment the other day. She also had an oil leak after having a service done at your shop; turns out the drain plug gasket had split. We replaced it no charge and explained that it could happen to anyone.”

Basil raised his glass in salute. “Much obliged, buddy. Just send us a bill for your time.”

Spoke waved him off. “Forget it. You’d do the same for me.”

Dutchy the tow truck driver was at a nearby picnic table shooting the breeze with used car salesman Dickie Dickson.

“Ja,” growled Dutchy, chewing on his Colt cigar, “I’ll tell you what; if one of your used cars breaks down in the first six months, it’ll only cost you ten bucks for a tow.”

Dickie slammed a beefy hand down on

the table. “Dutchy, you’re a gentleman and a scholar. Make it fifteen and it’s a deal.”

I sighed contentedly and sipped my Mountain Dew. This was life as it should be. Over on the grass, the two local tool dealers, Big Stan and Mad Max, were cheering loudly for a bunch of mechanics engrossed in a game of automotive-style croquet; they were using steady bearing brackets for hoops. The grand prize was a roll cab from Big Stan’s Tool Van filled with Mad Max tools.

Out in the parking lot, the Autopalooza Poker Run had just finished.

The drivers were some of our regular customers. There was Buck Pincher in a Toyota Camry, Rep Tyler with his old Chevy pickup, Baron Von Frederick

continued on page 29 OCTOBER 2006

ACDelco’s Total Service Support Program The membership program that gives you more.

ACDelco’s impressive list of membership benefits include: • Hands on Service Training offered at 39 convenient locations across Canada • ACDelco Info X-Change Network – satellite training that brings interactive training to your area at convenient class times (hosted by your sponsoring Wholesale Distributor) • Technical Assistance Line Support • Incentives including Exclusively Yours Reward points • Exclusive promotions including the Real Racing Daytona 500

• ACDelco Customer Retention System • Exclusive GM vehicle discounts • Technician of the Millennium – a competition that lets technicians compete for the title and valuable prizes • ACDelco Co-op Marketing Support • Preferred Credit Relationship • Ongoing mailings and in-shop promotional items

ACDelco’s Total Service Support Program provides your shop with all the tools necessary for success in the ever-changing Canadian Aftermarket.

Our mission is simple: to provide our network of Independent Service Centres with quality parts, superior training, technology and marketing support, which in turn, enables you to provide a level of professional service to your customers.

ACDelco has designed this comprehensive program to provide the support that you need most.

We continually refine the program based on the input we receive from Independent Service Centres across Canada.

THE RESULT IS A PROGRAM THAT IS AS ADVANCED AS TODAY’S VEHICLES. Make sure you’re working with the right tools and the right partner. Discover the benefits you will receive as a member of the ACDelco Total Service Support Program.

For more information on becoming a member, call your local ACDelco Distributor, or the ACDelco Info-Line at 1-800-26-DELCO.

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