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Storing your customers’ tires? Publication Mail Agreement #40063170. Return postage guaranteed. Newcom Business Media Inc., 451 Attwell Drive, Toronto, ON M9W 5C4

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contents

Canadian Technician – September-October 2014 – Vol. 19 No. 6

FEATURES Tire Solutions ....................................................................16 Looking for a competitive edge in the tire game? One way is by storing seasonal tires, which guarantees at least two visits a year from your clients. Canadian Technician of the Year .....................................21 All three of the ﬁnalists for our annual award are owners who still turn wrenches in the bay. Here are their stories. Advanced Braking ............................................................27 New trends in braking – like giving greater control to an onboard computer – are certainly making our jobs more interesting... and challenging!

COLUMNISTS Collective Wisdom by Alan Beech ...................................... 13 The Car Side by Rick Cogbill ................................................ 38

27 DEPARTMENTS

Service Notes .................................................. 5 EyeSpy ............................................................. 6 Letters .............................................................. 6 Out & About ..................................................... 7 By the Numbers ............................................10 Products.........................................................32 Ad Index .........................................................37

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SERVICE NOTES CANADIAN

Seeking unanimity The most successful corporate policies are rooted in a shared vision.

VOLUME 19

451 Attwell Drive, Toronto, Ont. M9W 5C4

By Allan Janssen This summer, General Motors eased its rules on technician work reports. It backed away from a policy that required its dealers to track the number of hours technicians spend on every job – including warranty work, customer-paid work, and in-house fleet work. According to Automotive News, the policy was softened because there was intense resistance from dealers who described the policy as an administrative burden and a time-consuming annoyance for techs. GM argued that knowing how technicians spend their hours allows the company to track warranty expenses while giving dealers a tool with which to monitor productivity in the bay. It also pointed out that other auto makers have similar policies. Nevertheless, the company ultimately dialed back the requirement. It now asks for detailed time reports only on warranty work. This debate comes at a time when more and more independent repair shop owners are considering greater use of the punch clock. The idea of having technicians punch in and out of every job seems to come up regularly in management discussions, online forums, and advisory groups. And over the past year or so, it has been championed at numerous prominent training events. Management experts say time clocks allow for more complex analysis within a business. They provide the data required to understand which jobs are most profitable, and which are moneylosers. Number-crunchers call that “granularity” and they just love it. I’ve spoken with shop owners who swear by it too… and they say their technicians are fine with it. So is this a case where the independent sector of the aftermarket

NUMBER 6

is prepared to embrace something that dealerships are not? I think the underlying issue here is not in the relative value of time-clock policies. Rather, what matters is how the system was put in place. Were all sides consulted? Were the pros and cons considered? Was there unanimous buy-in from service advisors and technicians? I believe successful corporate policy is rooted in a shared vision. I suspect that where an aggressive time-clock policy has been successfully implemented, it was done with thorough consultation. A shop’s greatest asset is its skilled workforce. To exclude technicians from the shop’s operating decisions is a dangerous path to take. Again, the GM case is instructive. The company also reversed a second policy that prohibited techs from working on more than one job at a time. Do you think techs got a chance to weigh in on that before it became a rule? Unlikely! To forbid a tech to take on another job while software is downloading deﬁes common sense. To his credit, GM’s vice president of North American customer care and aftersales, Tim Turvey, acknowledged that a good technician “can be productive and efﬁcient” working multiple repairs at the same time. I would add that good technicians can be an asset to the front-end of the business as well as the back-end. It’s a wise manager who brings them into the conversation before making important decisions. Any new policy will prove controversial if it comes down from on-high without any consultation or input from the people who are most impacted by it.

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 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.

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Canadian Business Press

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

LETTERS TECHS CAN’T CONTROL WHAT HAPPENS AFTER INSPECTION

Preparing you for any season, any vehicle.

I just read the article about the Ontario technician charged with issuing a false safety. It is a very tragic story. I’m a licensed motor vehicle technician in the province of B.C… but I’ve refused to do inspections for the last 12 years. I quit after I found a multitude of problems on a pick-up truck. The owner was given the option to have the work done and I would re-inspect it for free. He ﬁxed it himself and I signed off on it. Two months later, I had a visit from a B.C. motor vehicle inspector who wanted to go over my records. Apparently as soon as he had his certificate, the owner of the truck returned it to its previous condition! I cannot control what a person does with their vehicle after the inspection. I was just fortunate that this individual did not have an accident. I hope all turns out for the better for this Ontario technician. A huge tragedy has fallen on his shoulders. Dennis Marchi Creston B.C.

FACTS OF THE STORY HAVE YET TO COME OUT If you read the disclaimer on a safety certiﬁcate, it says, “We hereby certify that … the items inspected met the prescribed standards on the date of inspection.” How can anyone reasonably expect someone to know that the vehicle will still meet those standards a week from now let alone a month? We have no idea how the person operating the car drives it. How many kilometers did it go since the inspection? Was it driven off-road? Did it go into a ditch? Did the owner make any modifications? Many things could have affected the condition of the vehicle. Let’s not just jump to the conclusion that the technician did a blind safety till we hear the whole story. The MTO and the police are not always right. Robert Summers Tiverton Truck & Auto Inc. Tiverton, Ont.

How to reach us What do you think? We love to hear from our readers. Please send along your opinions to editor Allan Janssen at allan@canadiantechnician.ca.

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Dennis Bagnarol, owner of Corunna Auto Clinic Inc., in Corunna, Ont., sent in this photo of a 1999 GMC 3/4-ton pick-up that was brought to the shop recently. The customer had been having a few starting problems, so he and a buddy decided to tighten the starter bolts. “As you can see, the only thing now holding the starter in is a 2x4 jammed between the starter and the motor mount!” Dennis writes. “Both starter bolts were broken off, ﬂush with the block. When I took the 2x4 out, the starter fell right out!” Have an interesting picture to share? Email a high-resolution image to: allan@canadiantechnician.ca

CANADIAN TECHNICIAN SEPTEMBER/OCTOBER 2014

OUT & ABOUT

Canadian shop wins top AutoCare Association award McNeill’s named ‘Head of the Class’ in North American search for top shops supporting training and skills development. McNeill’s, a seven-bay auto service shop in Elmsdale, N.S., has won the prestigious “Head of the Class” award from the U.S.-based Auto Care Association. The shop, owned and operated by Roy and Beth McNeill, beat out all other nominees in the Repair Shop category. “It’s a pretty humbling experience, I can tell you that,” said Roy. The Head of the Class award, introduced in 2011, recognizes automotive companies that invest in continuing employee education and training. In addition to the repair shop category, awards were given in seven other categories, including manufacturers, warehouse-distributors, jobber stores, and national service chains. Part of the extensive application process involved summarizing the company’s approach to training – an exercise that proved eye-opening to Roy. The application ended up being like a 5,800 word essay on the importance and benefits of ongoing training. “It’s not often that you look back at what you’ve done,” said Roy. “You tend to just think about the next thing. But it’s a fantastic thing to do. You learn a lot when you start reflecting on all the training people have taken.” McNeill’s – the full name is Don McNeill Enterprises, Ltd. – started out as a White Rose gas station in 1962. It now employs 22 people in a wide-ranging operation that includes rustproofing, gas, convenience, repairs, towing, and car wash. Roy took over from his parents, Don and Audrey McNeill, in 1986 and has overseen a number of expansions over the years. He says one of the best decisions he made was to get involved in the Automotive Aftermarket E-Learning Centre’s B.E.S.T. program three years ago. The program, which stands

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Three generations of McNeills. From left: Ben, Josh, Audrey, Don, Beth, Katie and Roy.

for “Business Evaluation Support & Training” transformed many aspects of the business. “The biggest change is in the team members we look for now,” he says. “We have a very different approach to ﬁnding personnel. And as the culture changes inside the building, the business has gotten stronger and stronger.” He says he only wants to hire people who are committed to making sure McNeill’s is successful. “We’re always in hiring mode now!” AAEC president and CEO Bob Greenwood said the McNeills have exhibited a true dedication to training and skills development within their company. “This was not an easy task for the McNeill’s because, like all shops in North America, a culture shift had to take place in management and employee thinking,” a press release from AAEC states. “It required focus with clarity and execution with discipline.” The Auto Care Association’s Head of the Class program is open to shops across North America. The award itself was presented earlier this month at the Auto Care Association’s Fall Leadership Days in Boston, Mass. It is the second time a Canadian shop has won the award. In 2012, Gustafson’s Auto Clinic Inc., a Tirecraft shop in Athabasca Alta., won for its education and training practices.

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OUT & ABOUT

NAPA Autopro ranks highest in satisfying automotive service customers in Canada, according to the most recent J.D. Power Canadian Customer Commitment Index (CCI) Study. It is the fourth consecutive year the Autopro brand has topped the list. According to the survey’s marking scheme, Autopro had 861 points, Lexus dealerships ranked second with 860 points, and Great Canadian Oil Change ranked third with 849. This year’s CCI study also revealed that when it comes to customer satisfaction, the number of service visits per vehicle per year is an important factor. Vehicle owners in Canada who take their vehicle in for maintenance or repairs twice a year or less pay more per visit and are less satisfied with their service experience than owners who have three or more service visits annually. Overall satisfaction is based on the combined index scores of five factors that comprise the overall service experience (in order of importance): service quality (30%); vehicle pick-up (21%); service advisor (18%); service initiation (18%); and service facility (14%). Scores for each factor are reflected in an index based on a 1,000-point scale. On average, owners of four- to 12-year-old vehicles visit a service facility (at either a dealership or other service facility) 2.6 times per year in 2014, consistent with the findings of the 2013 study, but a decrease from 2.9 visits annually in 2010. While fewer visits to service facilities improves customer convenience, it often means that the same amount of vehicle service work needs to be completed during each service occasion, which generally lengthens the time of service and drives up the price of each service visit. Among the 12 percent of vehicle owners who make one service visit per year, the average spend is $248 per visit; among the 26 percent who have their vehicle serviced twice per year, the average spend is $212. In comparison, the average spend among

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the 21 percent of owners who have their vehicle serviced three times per year is $208 per visit, and the amount drops to $200 for the 18 percent who have four service visits annually. “Better vehicle quality and longer recommended maintenance intervals mean owners are taking their vehicles in less often but paying more each time they go,” said J.D. Ney, manager of the Canadian automotive practice at J.D. Power. “Satisfaction improves among customers who make more service visits in a year because they judge the charges on a per-visit rather than a per-year basis.” The study also conﬁrmed that OE dealers’ service departments are starting to take back some of the market share when it comes to vehicle maintenance in the 4-12 year old range. Since 2009, OE dealers have seen a 9% increase in market share at the expense of aftermarket service providers. As Ney explains, “even a 1% increase equates to just under $74 million.” The 2014 Canadian Customer Commitment Index (CCI) Study is based on responses from more than 19,000 owners in Canada whose vehicle is between 4 and 12 years old. The study was fielded in FebruaryMarch and May-June 2014.

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OUT & ABOUT

By the numbers

Stats that put the Canadian automotive aftermarket into perspective.

The percentage of Canadian drivers that have the dangerous habit of leaving their winter tires on all year long.

The percentage of Canadian drivers that check their tire inﬂation monthly.

The percentage of Canadians that believe getting a ﬂat tire (without a cell phone) would be more stressful than killing a spider.

$50,000 The average net proﬁt reported by proﬁtable small- and medium-sized auto repair and maintenance shops in 2011. 20% of shops reported a net loss in 2011, and the average loss was -$24,600.

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PER 8 MINUTES

The average number of fulltime licensed techs on staff at independent automotive service and repair shops in Canada. The average number of full-time service advisors per shop is 1.

The ﬁrst speed limit in Canada, posted in Nova Scotia in 1907. This translates to about 12 km-h.

CANADIAN TECHNICIAN SEPTEMBER/OCTOBER 2014

The estimated percentage of autonomous (or driverless) cars on the roads worldwide by 2040.

1837

The year Robert Anderson invented the world’s ﬁrst electric car. (This predates gas-powered cars by about 50 years, despite the fact that electric cars are just now becoming mainstream.)

23,831,065 The approximate number of licensed drivers in Canada as of 2011.

J.D. Power 2014 Canadian Manufacturer Website Evaluation Study, Rubber Association of Canada’s Be Tire Smart Survey, 2014 Hankook Tire Canada Spring Index, Statistics Canada: Repair and Maintenance (NAICS 811): Financial Performance Data, 2010 Canadian Automotive Service & Repair Shop Survey Benchmarking Performance by AIA Canada, Electrical and Electronics Engineers (IEEE), The Globe And Mail, PBS: History of the Electric Car, Canadian Motor Vehicle Trafﬁc Collision Statistics 2011, Carproof.com

The percentage of Canadians who use videos to compare their options when shopping for a new car.

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

Group therapy Nervous about sharing your ﬁnancials with a group of your peers? With the right group, the beneﬁts could far outweigh the risk. By Alan Beech

LAN DEAR Anow very

bout much a k at you I don’t , but wh s p u ro g e ance Collectiv perform in your m e e th t m u es . say abo lly intrigu a re s le over artic nd took Wisdom a r o o ﬂ ff the revious I came o n the p e h w s s dn’t ine ack. I ha the bus tt a rt a e ad a h training, owner h usiness b l a m r be fo o good to had any to t s o lm nds a me run so it sou p to help u ro g a e av sound true to h his may T r. e tt e r ess b that othe my busin worry is y m t . u b rs , custome paranoid steal my l il w rs e memb —Albert

HI ALBERT Thank you for a great letter. I’ve been talking about performance groups for about a year now… and I guess I’ve never really taken the time to fully explain what they’re all about. Performance groups come in many different types and sizes. The ones I’m most familiar with usually involve ﬁve to 10 shop owners who meet with a business coach on a monthly basis to improve their businesses and restore balance in their lives. The secret to thriving in such a group is ﬁnding like-minded business owners who are geographically close enough to meet but not close enough that they share the same clientele.

Sometimes when members are very distant from each other they’ll meet via conference call most months and only get together two or three times a year. And, yes, complete openness about finances is part of the deal. That may be a bit intimidating but it’s essential to really improve your shop. In fact, it’s at the heart of what makes a performance group work. All members submit their sales figures and performance numbers to the coach (or facilitator) prior to the meeting. These numbers are all analyzed and put into a “composite” for review at the meeting. Monthly sales are compared by category against the same period last year. A number of calculations are made to give everyone a sense of how their shop is doing in terms of parts and labour margins, hours sold per repair order, and monthly profit. These key performance indicators (KPIs) serve as the backdrop for all discussions. Nervous about that? Some shop owners are, until they take a leap of trust. The key ingredient to making everyone comfortable is agreeing to 100% confidentiality. To ensure this, each member must sign an agreement. Any breach of confidentiality results in immediate dismissal from the group. I’ve heard of some offending members being brought in again, but only by unanimous agreement of the other members. There also need to be some rules about regular attendance, minimizing distractions during meetings, ensuring everyone is treated with respect, and keeping the proceedings moving along smoothly and professionally. Getting the ground rules is critical. If everyone is on the same page, this group will become a powerful tool for all members. Many times, the group will start the day with a visit to one of the members’ shop. Everyone gets a turn to host. As a group, the members perform an inspection of the facilities and spend some time reviewing invoices and business practices. There is so much to learn when your shop is being critiqued by other professionals! After the shop inspection, members spend the rest of the day reviewing each business’s performance. Sometimes there will be a guest speaker to present a new idea or business topic. The real meat of the meeting, however, is the KPIs. Discussions will be wide ranging, including how to improve margins, attract new customers, deal with staff, grow the SEPTEMBER/OCTOBER 2014 CANADIAN TECHNICIAN

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business, and increase proﬁts. Let me tell you about a topic that has dominated one of our groups for the last number of months. The members decided to use a common business management system. Making this kind of change can be a major undertaking for a single shop… but it is much more manageable when you have a group behind you. Some of the members took the software training together in order to save costs. This also gave members more resources and support when they faced the inevitable questions and problems that surface during implementations like this. A number of the members even shared a bookkeeper who was very familiar with the new system. When the whole group was using the same software platform it lead to more accurate numbers. Remember, the whole purpose of the group is to improve your business by analyzing numbers and sharing solutions. When all the key performance indicators are accurate, the decisions that are made will have greater success. The other benefit of running a common management system and being part of a group is that if there is ever an emergency at one of the businesses, another member can step in and help out at the store. The longer the group is together the more similar their operations become, and the members understand each other and can help in time of emergency. One thing almost everyone who is involved in a performance group will talk about is the tremendous camaraderie between the members. The struggle of one member is truly considered the

CANADIAN TECHNICIAN SEPTEMBER/OCTOBER 2014

struggle of the whole group. Close friendships develop. Members become each other’s confidants, with a shared history and similar aspirations. Think of it as group therapy for shop owners. That’s how members will talk about it. That’s meant as a joke… but it’s not far off the truth! Performance groups offer you a whole day to work “on” your business rather than “in” your business. A lot of shop owners talk about doing that, but a performance group makes it happen. I will admit, it is not always a comfortable situation, especially when you’re not hitting your numbers or when you face difficult problems. But having a supportive group of peers to help you find a solution is very comforting. The reality is that without a group most owners just put their heads in the sand and simply live with their problems. I’m glad you’re intrigued about performance groups. Getting involved is becoming easier all the time because they’re becoming so prevalent. Even for people in remote areas and in small towns across this country, conference calls and cheap flights make it possible to connect with a group. If you want some help finding a group, drop me a line at the email below. I’d be happy to help. There’s no better way to improve your business than by joining a performance group. Alan Beech is a management consultant, and the owner of Beech Motorworks in Hamilton, Ont. You can reach Alan at alan@beechconsulting.ca.

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Tire

solutions

Are you in the storage game? By Sarah Voigt Ask just about any shop owner or manager and they’ll probably agree that there’s not a lot of money in selling tires. As tire sales have become increasingly more competitive, the margins for shops have steadily declined. Despite low profits, however, tire sales remain competitive. And for good reason. A low price on tires may draw in customers, and a competitively priced install offers the potential for ongoing brake work, steering and suspension repairs, alignments and more. So how can you edge out the competition in the tire game? One way is with storage. The reason is simple. Storing seasonal tires guarantees at least two visits a year from your storage clients. That’s two opportunities to perform a wheels-off inspection. Two opportunities to suggest oil changes and necessary maintenance work. And two opportunities to showcase your friendly staff and comfortable facilities. Shops that store tires are able to better control their schedules during peak seasons by booking tire appointments ahead of time. It also helps to eliminate the possibility of your clients wandering to another tire retailer or doing other automotive price shopping. The bottom line is they’re coming back because you’ve got their tires. 16

CANADIAN TECHNICIAN SEPTEMBER/OCTOBER 2014

Sell more winter tires

While selling your clients on the advantages of winter tires is fairly easy, the logistics of it still turns some people away. Since winter tires are still optional outside of Quebec, some Canadians simply don’t bother to make the investment because of the hassle of storage and handling. Offering a storage solution is an easy way to reduce their stress and increase your seasonal tire sales. “Storing tires deﬁnitely brings in more business for us,” says Hubert Wanlin of Integra Tire & Auto in Winnipeg. “A lot of people want seasonal tires but they don’t

A Tire Hotel employee pulls a set of tires from one of the company’s 14 warehouse facilities across Canada.

S H O C KS & S T R U T S

have the means to store them at home. We find a lot of elderly people appreciate the service, as well as people with multiple vehicles and multiple sets of tires. I would definitely consider it a value-added service – both for us and the customer.” In urban areas, tire storage is a hot commodity. Advertising that you offer a hassle-free place to park off-season tires may be enough to bring a few new clients into your shop each season. Despite the benefits of tire storage, however, it comes at a cost. If you’re not already storing tires, there are a few things to consider before you take on this service. Charge or no charge

While most shops charge between $20 to $50 a season for storage, there are still a number of shops that store tires for free – like Brooks Rubber & Tire Co. in Calgary. “At our shop we just do tires. That’s our business. Storing tires for the customer is a way to ensure that they come back each season,” says Brook’s service advisor Gary Colquhoun. Though free tire storage is attractive to consumers, giving you a competitive advantage, it’s important to make sure you’re not losing money in the process. Even tires that are stored on site are an expense. When you factor in the physical space they claim, and the manpower required to maintain an organized storage system, it really starts to add up. When you crunch the numbers, are you actually re-cooping your costs in maintenance work? Charging something for tire storage isn’t unreasonable, and in most places it’s expected. In areas where tire storage is in high demand, tire storage can actually become a profit centre. High-income areas where storage space is limited allow some shops to make a decent proﬁt on tire storage alone. Safety and security

Because tires can present a very real ﬁre-safety hazard, most Canadian provinces have written legislation regarding storage. In Ontario, any storage space that is larger than 425 cubic meters

must adhere with the province’s safety standards. These laws outline height limitations (when tires are stacked) and minimum clearance between the stored tires and the surrounding walls. A minimum number of fire extinguishers or sprinklers, and other safety requirements are also listed. If you want to set up a tire storage area, it’s a good idea to first contact the office of the fire marshall in your province to make sure you’re in compliance. Clients that give you their tires also need to know their tires are safe and secure. Demonstrating your compliance with fire safety standards, and showing your clients that your storage area is secure will give them peace of mind. When you’re storing a large quantity of tires, it’s easy for tires to become lost or misplaced – especially if you’re not extremely well-organized. To protect your clients from mishandling, make sure tires are labeled and sorted, and that you can locate them easily and access them quickly if needed in the off-season.

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With companies like Tire Hotel rapidly expanding, it’s clear that many shops are outsourcing their storage. With 14 warehouses across Canada, Tire Hotel has become more accessible to shops and dealers that want to offer that service to their customers. Outsourcing tire storage can also be an easy way to compensate for the low margins on tire sales. Some shops are able to mark-up the sublet charge on outsourced storage. “We store tires for our clients by using a company called Tire Storage. We make 30% on the sublet charge, and the client pays around $80 for half a year,” says Rob Music, Access Automotive in Edmonton. While Tire Hotel is not the only offsite storage solution, with over 300 shops now enrolled, it is a major player in the market. “Shops and dealerships that don’t have the space, or time, or manpower, continued page 18

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or shops that just don’t want to deal with the hassle of storing tires can outsource the job to us,” says Mark Montgomery, national service manager at Tire Hotel. “When we pick up tires and take them back to a warehouse, we measure the tread depth, wash the tires, and test for leaks. We then set up an

online portal where you can manage the tires you have stored.” Organization

Of course not everyone will outsource the job. For reasons of expediency or necessity, you may have to handle the job yourself. And if you end up storing hundreds (or thousands) of tires, keeping track of them is a huge task in itself.

In order to keep tire sets together and accounted for, systems and procedures must be in place to keep things organized. As soon as the tires come off the car, make sure they’re labeled with the client’s name and any relevant information, like make and model, and the position on the vehicle where it belongs. If you have your own storage facility, make sure each set of tires has a designated home that can be easily located later on. Some larger shops and dealerships use QR-code stickers that correspond to customer’s contact ﬁles and quickly provide the location of their tires. A more simple approach would be to create a spreadsheet that replicates your storage area. By typing the customer’s name into the “ﬁnd” function, you can quickly locate any tires that are stored in your system. VIP Clients

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Everyone loves to feel special. When it comes to tire storage, having a “VIP” option is a way to take care of your best clients while also ensuring your costs are covered. By offering free or discounted storage only to clients that have proven their loyalty is a way to make sure they feel appreciated and stay loyal. Explain to your clients that free or discounted storage is their reward for letting you take good care of their cars. Dan Lazin, owner of Advanced Automotive in Cambridge Ont., explains, “We offer free storage to certain top clients, but most pay $30 a season. It makes the customer happy, and guarantees a return visit.” Whether you’re outsourcing your storage or taking on the task yourself, offering the service can be beneﬁcial in growing your business. Setting yourself up with a storage solution for your clients is a way to set yourself up a successful tire season. Sarah Voigt is service advisor at Columbia Auto Service in Waterloo, Ont., and a contributing editor at Canadian Technician. You can reach her at sarah@newcom.ca

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INSTALL We were always looking for a really great technician… but that didn’t mean they couldn’t also be a really great shop owner. As it turns out this year, all three of the ﬁnalists for our annual Canadian Technician of the Year award are owners who still turn wrenches in the bay. Here are their stories. In our next year, we’ll let you know who made the biggest impression on our panel of industry judges.

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It’s EASY being green Aaron Van de Kemp runs an “earthfriendly” auto repair shop in Invermere, B.C. But his environmental approach is much more than just a marketing hook for his business. It’s part of who he is. The 32-year-old owner of Cleanline Automotive is a gifted technician with an easy-going demeanour, a head for business, and a ﬂair for explaining automotive concepts to consumers. He’s also a community-minded shop owner with a personal mission to change the impression people have of the repair and service world. And, thanks to a nomination by his wife Stephanie, he’s one of three ﬁnalists for the 2014 Canadian Technician of

the Year award. Aaron started Cleanline Automotive from scratch in a two-bay space with an ofﬁce attached in an industrial area of town. The growth has been steady, thanks to his ease with customers, his unique eco-friendly business model, and his ability to handle all kinds of automotive repairs. He is not intimidated by hybrid-electrical vehicles and has become known for “odd-ball jobs” like right-hand drive vehicles and conversions to full-electric or waste vegetable oil. Read the full story: tinyurl.com/CTOTY-Vandekemp

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No flash in the pan For Chris Kennedy, learning the ins and outs of J2534 flash reprogramming was not just a matter of professional development. It was a means of expanding his business and forging new business relationships. As a licensed technician and the owner of a Mister Transmission shop in Moncton, N.B., he knew it was not a technology he could ignore. He became a voracious reader about new automotive technology and his shop soon became known as the place to get reflashing done quickly and properly. Mister Transmission head office took notice of his new direction, and followed his lead, making flash reprogramming a key part of its business model. These days, Chris routinely addresses groups of shop owners about the importance of the service as a way to

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create new business relationships. His vision and leadership led Mister Transmission head ofﬁce to nominate Chris as the Canadian Technician of the Year. “He is awesome,” says president and CEO Randy Moore. “This guy can ﬁx anything. But more importantly he’s a modern technician.”

4 5

Read the full story: tinyurl.com/CTOTY-Kennedy

A different kind of tech A sense of stagnation and restlessness led Jason Mancinelli to launch a different kind of auto repair shop. “I’d always really loved the auto repair trade,” the technician-turned-shop owner says. “But I looked around and saw that despite all the advancements in the automotive world… there wasn’t a lot of change going on. I saw a real opportunity to do something different.” So in 2006, he and a colleague named Daryl Kulscar started Driven Automotive – a shop that combines the highest levels of technical expertise with excellent customer service. The company has grown dramatically since then. And as Jason’s reputation spread, he became a “scanner for hire,” working on the tough jobs that other shops bring him, and hitting the road as a mobile diagnostician.

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“I’ve worked with Jason for a very long time,” he says. “And I’ve always admired his approach to fixing cars and addressing client concerns. He is a thoughtful and talented technician.” And now, thanks to Daryl’s nomination, Jason is a finalist for the Canadian Technician of the Year award.

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Read the full story: tinyurl.com/CTOTY-Mancinelli SEPTEMBER/OCTOBER 2014 CANADIAN TECHNICIAN

Thank you for your nominations! As we suspected, there’s no shortage of quality technicians out there! When we put out a call for the names of technicians who make us all look good, we knew you’d send in some pretty strong nominations. And you didn’t disappoint. We were thrilled to get a bumper crop of candidates for our Canadian Technician of the Year award. Maybe you know some of them: Ken Beer

Andrew Goll

Wild West Automotive, Pincher Creek, Alta.

Williams Automotive, Kelowna, B.C.

Michael Briggs

Matthew Alexander Hayley

Grant Street Garage, Ottawa, Ont.

Mr. Lube, Toronto, Ont.

Mario Brunetti

Doug Hoy

Budds Subaru, Oakville, Ont.

Autopro West Kelowna, B.C.

Jon Cote

K.C. Klym

Volvo of Edmonton, Edmonton, Alta.

Intercity Autobody, Winnipeg, Man.

Robert Dillingham

Daniel Morrison

Echo Cycle, Edmonton, Alta.

DieselTech, Burnaby, B.C.

Ryan Drysdale

Steve Oborne

A&B Ford, Perth, Ont.

Oborne Service, Val-Joli, Que.

Darcy Evans

Dilon Standidge

Knighthill Automotive, Richmond, B.C.

Kal Tire, Nelson, B.C.

Bruce Farman

Peter VanderDeen

Erskin’s Service Center, Orangeville, Ont.

OBC Automotive, Vernon, B.C.

Daniel Flores

Matthew Wilkie

Stampede Toyota, Calgary, Alta.

Cloverdale Auto, Langley, B.C.

They are all great Canadian technicians… but we can name only one person as the official Canadian Technician of the Year. That person will win $10,000 in cash and prizes. Our judges have narrowed down the field to three finalists:

Jason Mancinelli

Chris Kennedy

Aaron Van de Kemp

Driven Automotive Regina, Sask.

Mister Transmission Moncton, N.B.

Cleanline Automotive Inverness, B.C.

The Canadian Technician of the Year award will be announced in our next issue.

Stay tuned!

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BRAKING Technology surrounding brakes have certainly kept our jobs interesting in recent years. By Jeff Taylor Like many vehicle systems that have been completely transformed by modern electronics, today’s braking systems are virtually unrecognizable from their earlier, more primitive versions. With anti-lock brakes (ABS) and electronic stability control (ESC) being linked to other vehicle control systems via the high-speed CAN network, there are a wide range of things that these systems can do with little more than a change in software. Many of these features aren’t only found on the expensive imports anymore. They’re common on many of the vehicles that we see coming in for service every single day. You can trace all of these changes to the introduction of ABS in the 1970s and 1980s. ABS is now the norm, and it has completely changed the way we think about brakes. Have a look at a 2009 GMC pickup with rear drum brakes. Have you noticed that there’s no longer a mechanical proportioning valve involved in the rear braking system? It has been replaced by electronics. The ABS module allows for better braking control – whether the vehicle is empty, towing or fully loaded – by using wheel speed sensors (WSS) and a number of “G-sensors” or accelerometers to detect lateral, pitch, and yaw movement. All the data is routed through sophisticated software that controls the braking strategy.

As a result of all this technology, the rear brakes are now able to perform at their best in any situation and dramatically reduce the overall stopping distance.

ELECTRONIC STABILITY

The technology also allowed for the development of ESC, which in Canada has been mandated on all vehicles built after Sept. 1, 2011. It uses the ABS’s WSS and accelerometers, and adds a couple of new sensors to ensure vehicle stability. A steering wheel sensor keeps track of the position of the driver-controlled steering wheel. And brake pressure sensors and brake pedal position sensors monitor how fast and how hard the driver is pushing on the brake pedal. The ABS/ESC system now has the ability to apply and release the brakes at individual wheels and limit (or apply) the throttle to control speed in an effort to keep the vehicle going in the correct direction and with all four wheels still in contact with the road (roll over prevention). The results are that the vehicle and driver gains far better control in a panic stop and during hasty activities that may result from slippery roads, swerves or evasive maneuvers.

HILL CONTROL

Remember the old Subaru Hill-holder? (Yeah, I know, I’m dating myself!) Well the mechanical system that Subaru used is now controlled by the ABS/ESC systems. It’s available on a large number of vehicles (Honda, Subaru, Ford, GM, Chevrolet, Fiat, Kia to name a few) and is very common on small cars and now standard on many trucks. The system works by tracking the pitch of the vehicle, the application of brakes, and the current gear selection. If the vehicle is on a steep incline (usually a 5% grade, but it depends on the vehicle), has come to a complete stop, and is in ﬁrst gear or reverse, the ABS module will apply the brakes for a set amount of time (1.5 to 2 seconds is the norm) to stop the vehicle from rolling forward or backwards while the driver releases the clutch or applies the accelerator. The system may or may not let the driver know that it has been engaged. There is another variant to this system. It is called “Hill Descent Control” by Range Rover, BMW, and Nissan. Jeep calls it “Hill Assist.” This system applies the brakes to each wheel as needed without any input from the driver when descending a steep grade. This allows the driver to concentrate on the steering without worrying about continued page 28

SEPTEMBER/OCTOBER 2014 CANADIAN TECHNICIAN

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continued from page 27

the vehicle gaining too much speed. The system comes on automatically but can also be turned on manually using an activation button of some sort. ANTI-FADE

Brake fade is something that I’m sure most of us have experienced; the hotter the brakes get, the harder you have to push to get the same braking effect. I grew up with drum brakes on the front axles of my first car and they faded badly if you were on the brakes really hard a couple of times. You had to let them cool off a bit or you’d be in trouble! Again, electronics comes to the rescue. The ABS/ESC modules can use the data it gets from its sensors to calculate the temperature of the brakes. Brake fade usually occurs if the brakes hit about 900 F. The ABS module can increase the pressure being applied to the brake pads hydraulically. This way the driver doesn’t have to push any harder and the stopping distances should be the same as if the brakes were cold. But if the ABS module feels the brakes are getting too hot, it may shut the ABS/ ESC modules off and turn on the warning lights to let the driver know something is wrong and the brakes need to cool. So how does this affect us in the shop? Well the ABS module programming was designed with a specific brake system that had a certain co-efficient of friction that the engineers ran through a lot of tests and temperature to allow the ABS module to compensate for brake temperature fade. If we install a set of pads or rotors that don’t meet those specifications, the pressure compensation could be too much or too little. It could diminish braking capability, or actually cause quicker brake fade. Clearly, this is something techs have to take into consideration when they’re working on these systems.

ADAPTIVE CRUISE

Adaptive Cruise Control (ACC) is another feature that can be programmed into the software of the ABS/ESC modules with ease. Yes, the vehicle will need

CANADIAN TECHNICIAN SEPTEMBER/OCTOBER 2014

to have some form of forward mounted system to detect vehicles in front, but that can be provided through the use of cameras, radars, laser sensors, or a combination of these. The system works by watching the gap between vehicles. If the ABS unit determines that the vehicle in front is slowing down, it can adjust the speed. If the vehicle speeds up, the ACC will adapt (within limits) and speed up to keep the same distance. Most ACC systems also warn the driver if they’re approaching the vehicle ahead too fast. Different vehicle manufacturers have chosen different strategies. Some systems will give a visual warning, or issue an audible alarm. They might pulse the brakes to warn the driver, or even start applying the brakes independently of the driver in order to ensure a safe distance.

AUTOMATIC BRAKING

With only minor tweaks in the software, the ACC system can be taken a step further to offer automatic braking. “Crash Imminent Braking” or “Collision Mitigation Braking” are a couple of names given to this system. Most manufactures have some form of this feature and, again, it’s not limited to the highend models anymore. The 2014 Chevrolet Impala can now automatically apply the brakes if the driver isn’t responding fast enough to the system’s attempt to get their attention. Some systems will display a message, trigger an audible warning, vibrate the steering wheel, or tighten the driver’s seat belt. Anything to warn the driver of imminent danger. Automatic braking is very vehicle speciﬁc. The vehicle operator is going to have to understand what the vehicle will and won’t do in given circumstances. We as techs need to know how each system works before we start diagnosing what may be a normal operating characteristic of that vehicle. For example, some systems can stop the continued page 30

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continued from page 28

vehicle completely, while others may just slow the vehicle. Some only work at high speeds, and some stop working when the vehicle is going below 20 mph. Automatic braking can even be tied into the rear or side object detection and can be used to stop a vehicle that is backing into a ﬁxed object.

COLLISION AVOIDANCE

The last system I want to touch on is the Collision Avoidance System (CAS) or, as Toyota calls it, the Pre-Collision

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System. These systems have become quite popular and we’re deﬁnitely going to see more cars that use them. In short, these systems pull everything together to try to avoid any kind of collision. It will use ABS/ESC and ACC to warn the driver of an impending collision – even before the driver even has a chance to react to the threat. By watching vehicle speed, and throttle position, the CAS can pre-charge the braking system and slightly apply the brakes, taking up the space that the low drag calipers (or pad return springs) have created for better fuel mileage; it reacts as soon as the driver lets up on the gas pedal. This same system can also be used to increase the pressure to the brakes if we’re in a panic stop and the brake position switch is moving much faster than a normal stop. Again, it shortens the amount of stopping distance – in some cases by a full car length in highway situations. That could be enough to avoid a rear-end collision. Oh, and the CAS will also tighten the seat belts and cut the throttle too. Some of these systems need to be shut off before we as technicians perform some brake services as the system could be in a pre-charged state! The plain old brake system has undergone tremendous changes and this is going to continue. Most are just software changes that are giving the customer greater safety with little added cost to the vehicle. But some systems are more complicated than others and are found only on high-end vehicles and require more expensive components. The future is becoming clearer: the manufacturers want to take full control away from the driver and give it to a computer. While some drivers may be uncomfortable with this concept, the growing sophistication of modern vehicles is certainly making our jobs more interesting, and challenging!

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

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Lighting catalogue An expanded offering of premium replacement headlamps and other high-quality automotive and commercial-vehicle lighting products is now available in the new Wagner Lighting Master Catalogue (A4 2014) from Federal-Mogul Motorparts. Featuring comprehensive lighting coverage for model years 1996-2014, the catalogue includes the Wagner brand’s new range of TruView PLUS LED replacement sealed beam headlamps for commercial and vintage vehicle applications. tinyurl.com/ct-prod-870

Battery tester OTC has released the 3200 Smart Battery Tester, offering near-instant battery charging and starting system test results with a technician’s iOS or Android device. The tester clips onto a battery’s terminals and provides battery voltage and cold cranking amps (CCA) on-screen, and also displays a QR code. Using the OTC 3200 app and a smart device with a rear-facing camera, users can read the QR code to view a full report including battery, charging system and starting system health. tinyurl.com/ct-prod-860

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Waveform library Pico Technology, maker of PicoScope oscilloscope software, has added the ability to search a library of waveforms uploaded by PicoScope users from around the world in its newest software release. This feature is available to all users with a PicoScope 3000 Series or 4000 Series automotive scope. Users can share their own waveforms to the library, enabling everyone to view, download, and save their uploaded data. A variety of search options allow you to locate relevant ﬁles easily. tinyurl.com/ct-prod-867

Four-post lifts Rotary Lift has expanded its Shockwave-equipped line of vehicle lifts to include four-post models, providing substantial time savings and improved productivity for quick service technicians. Rotary Lift’s versatile 14,000 lb. capacity SM and AR series four-post lifts can handle cars, vans and light trucks through Class 3. With Shockwave, the lifts can reach full lifting height in just 35 seconds. Descent takes only 18 seconds. tinyurl.com/ct-prod-857

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SEPTEMBER/OCTOBER 2014 CANADIAN TECHNICIAN

CANADIAN

Adecco is seeking skilled workers for Automotive roles in Alberta! Several permanent, full-time Automotive Service Technician positions are available with Fountain Tire in Western Alberta! Qualiﬁcations: • Expert knowledge of the automotive industry • Licensed to complete mechanical services Cash in: Send your referrals today! For every candidate that you refer to Adecco that is successfully placed on assignment, you qualify to receive a $50 Tim Hortons gift card! Apply online today at www.adecco.ca with an updated resume or call 1.866.851.8276 x260! FountainTire@adecco.ca

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©2014 Audi Canada. To find out more about Audi, visit your Audi dealer, call 1-800-FOR-AUDI, or visit us at www.audi.ca. “Audi”, “Vorsprung durch Technik”, and the four rings emblem are registered trademarks of AUDI AG.

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ADVERTISER INDEX husband Henry drove the car. “Very strange,” said Beanie. “I’ll look into it.” Quigley had been eavesdropping on the conversation. “Whatcha think, Bean?” he asked. Beanie shrugged. “Could be something weird with the tire pressure monitoring system. But I can’t see it turning on the car alarm.” A search on the forums and repair databases revealed nothing. At coffee, Tooner snickered gleefully. “Ain’t it fun chasing false alarms?” The next day brought another phone call from Janey. “Today the alarm went off as I gave one of the associates a ride to lunch. It was humiliating!” Beanie groaned. “Look, I’m doing everything I can. Something electronic must be sending a false signal.” “Like what?” “Like, did you get a new cell phone? Or is there something in your briefcase, like a garage door opener?” “No!” she said, with a hint of exasperation in her voice. He cringed. “Okay! Just bring the car back in. Maybe there’s something wrong with your key fob.” She stopped wailing. “Actually, it’s not my key fob; it’s Henry’s.” “Henry’s?” “Yes,” she said. “I picked the car up after 9 o’clock, so I used his keys to get in. My keys are still up at your shop.” Beanie covered the receiver with his hand. “Quigley, do we have Janey’s car keys?” “Of course not!” Quigley was indignant. “I put them under the floor mat and locked the doors, just like she asked me to.” Beanie returned to the phone. “Sis, would you do me a favour? Lift up the driver’s side floor mat and tell me what you find.” Just as Beanie suspected, Janey was unknowingly stepping on the key fob whenever she got into the car, activating the panic button. Henry, who was much taller, would put his feet in a different place, so the alarm never went off when he got in. “Wow, false alarms are a nightmare!” Beanie massaged his forehead. Tooner nodded. “And you were messing with a lawyer to boot.” Beanie’s eyes widened. “She could have sued me!” “Relax,” I said. “She’s family. I suspect the worst she would have done was get a restraining order to keep you away from her car.” Come to think of it, when it comes to family vehicles, that might not be such a bad thing. Rick Cogbill is a freelance writer and former shop owner in Summerland, B.C. Special thanks to Bruce Eccles of Eccles Auto in Dundas Ontario for the idea for this story. It actually happened to one of his customers!

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SEPTEMBER/OCTOBER 2014 CANADIAN TECHNICIAN

The Car Side By Rick Cogbill

False alarms When a manic panic button disturbs the peace in Slumberland, it’s up to Beanie to restore tranquility… or face his sister’s wrath. Basil looked up from his morning crossword puzzle as Tooner tried to hang up his jacket. After three unsuccessful attempts, Tooner lost patience and just kicked the jacket into a corner. Basil adjusted his reading glasses. “Did we have a bad night?” Tooner stumbled towards the coffee pot. “Yeah, we did.” He poured himself a mug of black death. “Had three false alarms last night. I didn’t sleep a wink!” At Slim’s Auto Repair, we encourage the staff to take an active part in the community. Basil sings high tenor in the community choir. Beanie is a member of the local drama group. My family and I deliver meals-on-wheels to local shut-ins. And Tooner recently signed up with the local fire and rescue. Quigley folded up the morning paper. “Couldn’t somebody just go and verify the calls before you bring in the whole cavalry?” Tooner flopped into a chair. “By that time, the whole house could burn down. I’m just hopin’ it don’t happen too often!” A young, smartly dressed woman arrived, driving a newish Subaru wagon. Quigley met her at the front counter to take her keys. “She looks familiar,” I said after she left. “Has she been in before?” “Nope, first time.” Quigley tagged the keys. “But she’s Beanie’s older sister. Janey. Don’t you think there’s a strong family resemblance?” I snapped my fingers. “You’re right! So, what’s the scoop on the Subaru?” “Just a tire swap,” said Beanie, who’d come into the office 38

CANADIAN TECHNICIAN SEPTEMBER/OCTOBER 2014

to get the keys. “They’re already mounted and balanced on rims.” Beanie explained that when his sister ﬁnished law school, he’d convinced her to put her old Ford Taurus out to pasture and upgrade to something more reliable. On Beanie’s advice, she got the Subaru dealer to throw in a complete set of tires and rims. “Later this fall, we’ll ﬁx Janey up with a new set of winters on the old rims.” “Fine,” said Quigley impatiently. He hates it when we book things without telling him. “Get ’er done so we can get on with the rest of our work.” Tooner spent the rest of the day grumbling about false alarms. But that night he got a full eight hours of sleep, so he was back to his usual self the next morning – which wasn’t really a big improvement. We forgot all about alarms, false or otherwise, until two days later, when Beanie got a call from Janey. “What’s up, Sis,” he asked when he got to the phone. “I hate to bother you, but ever since I picked up my car, I’ve been having trouble with the alarm system. It goes off every time I get in.” Beanie frowned. “You mean it goes off when you try to unlock the doors?” “No, after that. It’s when I get in the driver’s seat!” What really infuriated Janey was that it never happened when her continued on page 37

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