Canadian Technician April 2012

Today’s Inspection Checklist

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Find the problems Avoid future problems Keep the customer happy

ALSO: ■ Your words of wisdom ■ Changing over those wheels ■ The ethics of pre-purchase inspections APRIL 2012

WWW.CANADIANTECHNICIAN.CA

To learn more, talk to your Snap-on representative or visit www.snapon.com

contents

Canadian Technician • April 2012 • Vol. 17 No. 3

FEATURES Words of Wisdom ...........................................................16 We asked you for the famous phrases that inspire you.

Well, we were absolutely swamped with quotes and sayings worth posting on a wall. Enjoy!

Wheel Lessons...............................................................19 There’s a lot at stake when swapping out wheels.

Shear, stretch, tension, and torque all come into play whenever a car’s tires turn.

Inspection Checklists ....................................................23 Jeff Taylor offers a new take on the most basic task in a repair shop – inspecting vehicles. It’s so basic we often just wing it, and don’t even charge for it. That’s not a good idea.

COLUMNISTS

23

Management S.O.S. By Kelly Bennett ............................. 14 The Car Side

By Rick Cogbill

30

DEPARTMENTS Service Notes................................................. 5 Letters ............................................................ 7 Out & About ................................................. 10 Eye Spy......................................................... 10 A Question of Ethics.................................... 13 Products........................................................26 Ad Index ........................................................29

Our new international calling card. by

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APRIL 2012 CANADIAN TECHNICIAN

3

You care about the products you sell. So do your customers. That’s why every Pennzoil ® product features leading-edge technologies. Like Pennzoil Ultra™, the full synthetic so advanced, it keeps pistons up to 25% cleaner than Mobil 1.* Keep your customers coming back for more. LEARN MORE ABOUT PENNZOIL® SYNTHETICS AT PENNZOIL.CA

*Based on ASTM Sequence IIIG piston deposit test using SAE 5W-30. ©2012 SOPUS Products. All rights reserved.

SERVICE NOTES

Ready to step up?

Your day job is fixing cars, not writing articles. But over the years, you’ve shown that you’re remarkably capable when it comes to expressing your points of view.

By Allan Janssen

I

n June we’ll be publishing our fourth annual “Reader’s Issue.”

The original idea to fill a magazine with contributions from our readers was not mine. It came from another editor… and the notion was shockingly unconventional. I’d never heard of it being done in the automotive industry before. (You should know that trade magazines are not generally known for reader involvement.)

But from the start, Canadian Technician readers have been extremely supportive of the magazine, and contributions have never been in short supply.

We thought it might work… and it did, better than we had any right to expect.

Our Reader’s Issues have become so popular that many of you say it’s the highlight of the year. The Reader’s Issues have given you a chance to hear from literally hundreds of shop owners, service managers, and technicians – all of whom have ventured out of their comfort zones to put their thoughts down on paper.

As I said, this was the brainchild of another editor. So, four years into this, I’m finally going to get my hands dirty.

I’ll be the one wading through the stack of submissions and putting them into something that resembles a logical order.

And I expect to have another bumper crop of submissions this year.

If previous issues are any indication, here’s what you’ll send in: Management advice. Are you doing something new that has really helped organize your shop or streamline your business? Are you marketing your services and connecting with your customers in some unique way? Tell us the secrets of your success!

Technical articles. Tackled an interesting job lately? Learned some new short cuts? Every technician – from the first year apprentice to the hot dog in the shop – loves to learn a new trick.

Industry analysis. What do you see when you look at our trade? Are we making progress? Do we have a long way to go? What do you see on the horizon? The changing fleet, the advancing technology… how are we going to keep up?

Political action ideas. We face some big challenges ahead. If you were king of the industry, what would you decree? What would you tell government, or consumer groups, or other shops?

Opinion pieces. Whether it steams your butt or makes you glow with pride, tell us what you think of the state of the industry, the economy, the OE manufacturers, and your suppliers. Dollars to donuts there a plenty of people who agree with you!

Funny stories. Give us a laugh.

Lord knows we could use it some days!

Personal histories. Why did you get into this business? What have you loved most? Who was your biggest influence? Who was your best customer?

Unusual photographs. Everyone loves the EyeSpy pictures we run. Do you have one to submit? Do you have a “wall of shame” or a unique marketing tool?

What about your innovative customer waiting area or your comfortable employee lounge? (Yes, some shops have them, and they’re awesome!)

I’m looking forward to receiving all of this and more.

It’s a little daunting to run a magazine that so many people feel personally invested in, but it is also extremely gratifying. Thank you for being not only a great audience, but a great industry!

If you’d like to be a part of this year’s Reader’s Issue, send your contributions to me at allan@canadiantechnician.ca, or by snail mail to 451 Attwell Drive, Toronto, Ont. M9W 5C4.

LET’S GROW YOUR SHOP TOGETHER.

When you succeed, we succeed, which is why Pennzoil offers a full suite of blended learning programs to help keep your employees up to date on the latest oil technology.

Go to pennzoil.ca and click on “Pennzoil Information Program For Professionals” or contact your Pennzoil sales rep to learn more.

SEE HOW ©2012 SOPUS Products. All rights reserved.

.ca

IT HAS A CAR TO HOLD UP, NOT TO MENTION OUR REPUTATION.

At NAPA, our entire line of chassis parts is precision-engineered to hold up under even the toughest road conditions. Not only that, but we have parts for nearly every make and model, so we’re sure we have the chassis part you’re looking for. It’s that kind of NAPA know how that has kept us going strong for 80 years. So when it comes to auto parts, trust NAPA. We have a lot riding on our parts, your customer’s chassis included.

NAPA. We Know Auto Parts. napacanada.com 1-866-GET-NAPA

LETTERS

VOLUME 17

NUMBER 3

451 Attwell Drive, Toronto, Ont. M9W 5C4

EDITOR Allan Janssen allan@canadiantechnician.ca (416) 614-5814 PUBLISHER Martyn Johns mjohns@newcom.ca (416) 614-5826

LET’S WORK TOGETHER TO STOP BACKYARDERS I totally agree with the B.C. shop owner who wrote to his premier about backyarders (February 2012). Here in Ontario you can’t go buy a furnace and install it yourself. Furnaces are regulated.

I believe that anything that is required for a government-issued safety should be allowed to be purchased and installed by licensed technicians only. That includes fuel-related brake, front end, and suspension components.

Parts stores are as guilty as backyarders in contributing to dangers on the road because they’ll sell to anyone who walks through the doors.

I’d definitely be in for a write-in campaign to educate politicians about the dangers of backyarders and the lost tax revenue they represent because of their under-cut and under-the-table pricing.

Ryan Garrick Hamilton, Ont.

SELLING SAFETY PARTS TO DIYERS MAKES NO SENSE The input shaft seal on our furnace oil pump started to leak. It is quite straightforward to replace this pump.The jobber has the part on the shelf but refuses to sell it to me because I don’t have an oilburner technician’s license. Three different mechanic’s licenses and a propane carburation license from the T.S.S.A. weren’t enough to satisfy him.

The counterman explained that the

liability is simply too great.

But Buddy can leave the Canadian Tire parts department with an armload of brake parts for his neighbour’s van to be installed in his driveway on Saturday morning.

Does that make sense?

CIRCULATION MANAGER Lilianna Kantor lkantor@newcom.ca (416) 614-5815 DESIGN & PRODUCTION Tim Norton production@canadiantechnician.ca (416) 614-5810 GENERAL MANAGER Joe Glionna

Bill Segers Bowmanvillle Ont.

UNLICENSED DEALERS CAN ALSO BE A PROBLEM When my husband James first started his shop in 1995, he used to buy used cars, fix them, and sell them. He asked me to listen to “The Trading Post” on the local radio station and take phone numbers of potential sellers.

Two days, back to back, I took the phone number of “Max” (not his real name) and he was very excited about the possibility of selling cars. But the second day, James said, “My guess is that Max is an unlicensed dealer. I think I know the yard.”

James called him up and asked a few questions, and then said, “You know, I have to pay for a business license, set up everything legally, and stick to all the rules. It doesn’t sound like you’re doing that.”

Max must have recognized his dangerous position because we began to notice fewer and fewer cars in his yard. I guess he didn’t want to face fines!

Frieda-Marie Elias Springfeldt Auto Swift Current, SK

PRESIDENT Jim Glionna PUBLISHED BY Newcom Business Media 451 Attwell Drive Toronto, Ont. M9W 5C4 Canadian Technician is published monthly except for January and July 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 2012. 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.

We acknowledge the financial support of the Government of Canada through the Canada Periodical Fund (CPF) for our publishing activities.

Kenneth R. Wilson Award Winner Member

Canadian Business Press

Inspections

By Wayne Moore • (905) 632-8770

APRIL 2012 CANADIAN TECHNICIAN

7

LETTERS PUT IT ALL IN A BOX! Accountants cringe when their customers bring them boxes full of “paperwork.” It’s simple and easy to keep your records straight with a few simple monthly files.

1. “Paid This Month” is where you drop all paid invoices for the current month.

2. “Posted Payments” is where you hold all statements and invoices that need to be paid from the prior

month’s business.

3. “Visa” is where you drop all your visa receipts as soon as you get them and have posted them into your software.

4. “Payables” is where you file all the supplier invoices that you have received since last month.

5. “Signature Copies” is where you drop signed copies of customer invoices that are due for payment next month.

6. “Source Deductions” is where you

drop each of the payroll CPP, E.I., and Tax payments you make on the 15th monthly.

7. “GST Returns” is where you drop each of the quarterly, or annual payments made to GST. 8. “Year End” is the catch-all where you drop copies of everything else that comes from the government, your accountant, or your bank. It’s for anything that you think might relate to next year-end process.

9. “Monthly Files” are month-specific files like bank statements, and POS machine receipts.

10. “Long-Term Debt” is where you keep copies of statements for your lines of credit, or capital purchase accounts.

Beverly Kaltenbruner Member, C.T. Advisory Panel Harold’s Auto Service Lethbridge, Alta.

IT’S WORTH IT FOR TECHS TO FILL OUT A T-2200 I’m a tech/employee and I fill out the T-2200 form to get my tools as a tax deduction. There’s a part my employer needs to fill out too.

Scott Faris Member, C.T. Advisory Panel Canadian Tire Osgoode, Ont.

RECORD-KEEPING ADVICE Avoid getting into an “accounting mess” by using a good accounting program from Day 1. Get help from other shop owners to set up the different categories, or see how other shops set up their invoices... use what you like from each one to personalize yours. Don’t pay for anything with cash. Always use company cheques or a company credit card. If you don’t have a business credit card, go to your bank and get one. Most importantly, hire a reputable accountant. It’s worth every penny.

Hans Zundel Member, C.T. Advisory Panel Suncor Energy Fort MacMurray, Alta.

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

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CANADIAN TECHNICIAN APRIL 2012

2000

1965

Valvoline launches MaxLife®, the first motor oil for high mileage engines

Valvoline introduces the first & best selling racing oil of all time

1866 Dr. John Ellis invents motor oil

1939 Valvoline develops X-18, a single grade oil which could be used in place of 18 different specified automotive lubricants

1996 Valvoline launches DuraBlend™, the first synthetic blend motor oil

2012 Valvoline launches NextGen™, the first national branded recycled motor oil

Valvoline invented the engine oil category almost 150 years ago – and we haven’t stopped pushing new innovations since.

NextGen™ motor oil is the latest in a long line of category-changing introductions.

Made with 50% recycled oil, NextGen™ delivers 100% Valvoline engine protection. NextGen™ motor oil is great for engines and better for the environment, it exceeds industry specifications with reduced environmental impact compared to non-recycled motor oil.

Naturally, NextGen™ is supported by the full force of Valvoline’s innovative marketing programs.

Welcome to the Next Generation in motor oil.

Learn more about NextGen™ at NextGenMotorOil.ca © 2012, Ashland Inc. TM Trademark of Ashland or its subsidiaries in various countries.

OUT & ABOUT

AIA holds back-to-back conferences Nearly 200 people – many of them automotive service providers – attended the Automotive Industries Association of Canada’s annual aftermarket forum in Toronto last month.

The annual event, with its theme of “accelerating profits,” featured workshops by industry experts Jessica Reynolds, Dave Meunier, Mac McGovern, and Tom Deans. The day ended with hockey player Dennis Hull entertaining the crowd with candid stories about his time in the NHL and on Team Canada in the 1972 CanadaUSSR series.

The event followed an AIA Young Executive Society conference the day before, led by Ian McEwen, which focused on how to market your organization and yourself.

Over 50 participants received human resource tips such as how to help a company recruit employees by identifying key characteristics and

competencies each position and situation requires.

The conference began with an interview with industry veteran, Eric Morris, former president and chief operation officer for Grote Industries.

He was interviewed by Linda Donnini from Uni-Select, and topics of discussion included the challenges of working in a family-run business, mentorship, and keys for business success.

“As an association, we have always recognized the value of events in order to provide an opportunity for members to network with colleagues and customers, while learning about trends or practical business tips and allowing a forum for discussion,” said AIA president Marc Brazeau.

“Whether it’s during a conference, workshop, forum, roundtable or career day, our events bring people from all over together and from different levels of the supply chain.”

EYE Call the vice squad!

SPY

Fast Orange® Hand Cleaner The leading biodegradable, waterless, petroleum free hand cleaner is now infused with MicroGel™, a patentpending hand cleaning technology developed by Permatex® to make Fast Orange® even better! The best choice for hardworking hands.

This 2003 Dodge Ram, driven from Newfoundland to Edmonton, came in for a slight wobble and noise in the front end. Vince Hadikin, service advisor at Fountain Tire Heritage in Edmonton, says techs found lots of problems on the car, not least of which was this set of rusty vice grips, clamped on to stop a hose leak. In the end, the customer paid for an inspection and had the vehicle towed away. “We were all glad to see that one leave!” says Vince.

MicroGel™ is a revolutionary new non-solvent formulation that still has the same powerful cleaning ability to get those tough working hands clean.

www.permatex.com

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CANADIAN TECHNICIAN APRIL 2012

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

Now, We Do It All!

Valvoline® now offers a full line of Valvoline Professional Series automotive service chemicals. With Valvoline Professional Series, you get a comprehensive line of professional-grade products, services and solutions all backed by industry leading marketing programs.

Valvoline Professional Series delivers maximum value to consumers and helps grow your bottom line. ©, 201Ó, Ashland Canada Corp.

A Question of

The ethics of pre-inspections A good customer asks you to do a pre-purchase inspection on older Ford Ranger for his son. The technician who does the inspection finds a few problems that could be remedied for under $400. Based on this, the customer purchases the truck and has the work done. When the son returns from college nine months later, the customer brings the truck in for servicing. A different technician inspects it and finds several thousand dollars worth of work to be done. The customer is extremely upset, saying he never would’ve purchased that truck in the first place if he’d known about all of these problems. So... does he have a point?

Systems and procedures are designed to control this type of situation from tech to tech in the same shop.The trouble is that every shop has a different set of procedures (or none at all) which makes this more of an industry issue. It would be good if the customer had a copy of the original inspection with measurements recorded, and a copy of the second inspection with measurements recorded.

I’m just guessing that is not the case.

Rob Sinclair Gateway Autopro Calgary, Alta.

If the customer was a loyal customer who had referred others for work at the facility, the shop really needs to think about “goodwill” factor – either wholly or in part. It takes a long time to build a good reputation and seconds to have someone else turn it in to mud. Unless the repair was the direct result of abuse, the shop should absorb some or all of the repair cost.

Steve Platt FedEx Express Toronto, Ont. The first tech didn’t just drop the ball, he hurtled it with all his might! He made a decision to withhold information from the client, and this is unethical. It is also potentially costly for the shop – in both dollars and damaged reputation. If I were the shop owner, my first priority would be to retain the client. If I could truly buy him back for $2,000, I would seriously

consider it. In addition, to regain his confidence, I would tell him how I plan to resolve my inspection problem.

Dave Booy Kal Tire Hamilton, Ont. Most of the points on an inspection are a matter of judgment. I would suggest that all the techs in the shop get on the same page as far as what is needed and not needed. But the only obligation to the customer is to treat him as they would like to be treated.

Gene Lewis Mister Transmission Moncton, N.B. The condition of the truck 5k later would tell you everything. If the first tech dropped the ball, you would know by looking at it. If that were the case then some serious quality control issues need to be corrected.

Matt Martel Lebrun Service Centre Ottawa, Ont. The lesson here is to make sure you have the right tech for the job! If my first-year apprentice looks a vehicle

over, chances are he’s not going to find some issues that my 10-year vet is going to find. But another consideration was how hard were those 5,000 km? Was it customer-induced work?

Jed Palmater Fredericton Import Auto Specialist, Fredericton, N.B. It can happen often enough where one technician inspects something as ‘bad’ and another technician will find no fault with it. I would re-inspect the truck with both technicians present and decide whether there is actually work that needs to be done, or if I just have two different technicians both with different views of what is acceptable. If the repairs called are legitimate, the first technician dropped the ball and the shop has an obligation to repair the truck at a discounted price. I’m sure a satisfactory solution/price can be drawn up with a good customer.

Derek Booy Steve’s Automotive Woodstock, Ont. Without more details here, a simple call just can't be made. If a transmission is about to fail, nine months and 5,000 kilometers is plenty. Any previous wear or damage could have been masked by the seller with a simple fluid flush.

Similarly, a plugged cat could easily run the bill up, but not be the fault of the first tech. We also need to know if the second tech was being too ambitious with his inspection. In a case like this, there’s lots of investigation that needs to be done.

Brian Sokolowicz LeRoux Auto Parts Sudbury, Ont.

Agree? Disagree? Tell us what you think Answers to our ethical dilemmas are provided by members of the Canadian Technician Advisory Panel… and they’re already considering other Questions of Ethics. You can apply to join their ranks at www.canadiantechnician.ca. Or just tell us your thoughts on this one in an email to allan@canadiantechnician.ca APRIL 2012 CANADIAN TECHNICIAN

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MANAGEMENT S.O.S. 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.

BOOSTING THE BOTTOM LINE IT’S AMAZING HOW MUCH OF AN IMPACT AN EXTRA SOLD HOUR PER DAY CAN HAVE ON A BUSINESS!

DEAR KELLY: Thanks so much for the spreadsheet that measures the sales and profit potential per technician. After using it, I have decided to go ahead and hire another technician, and – as you suggested – I’m going to let my service advisor hire her own assistant. I was running the numbers, though, and I think we’ll have to see an increase in the average invoice to make things work. How tough is that to do?

—Erol

DEAR EROL: Great timing! I just returned from a huge training expo and that was one of the topics of discussion there. This event was amazing. There were 1400 people there, attending something like 92 different workshops. I took in three of the management courses and learned some really sweet stuff.

The benefit of selling just one extra hour of service per invoice is truly astounding. One of the instructors had a

14

CANADIAN TECHNICIAN APRIL 2012

brand new spreadsheet on that topic that had been created for the event. I have his permission to pass it on. Just send an email to kelly@kellytheccoach.com and I’ll send you a copy of “Financial Advantages of Selling One Extra Sold Hour Per Day.” He looked at two different scenarios: one in which techs are paid a flat rate, and one in which they’re paid by the hour. In both cases, the benefits are clear.

When we pay technicians on a flat-rate system, we’re paying the technician for that extra hour. So the shop gets 73% of the additional sales, depending on the labour rate. With $25,000 in additional sales per year, that’s still $18,000 in additional gross profit. As there are no additional expenses, that $18,000 goes right to the bottom line!

For shops that pay by the hour or that pay a straight salary (like we do), selling an extra hour per technician per day, does not cost anything more.We’re paying them the same amount, so the additional sales is 100% gross profit. In our case, that’s $25,000 in additional gross profit. How cool is that!

Our focus lately has been to sell an additional hour per day for each technician, in order to add over $75,000 per year to our bottom line. We also worked out a bonus system for each of the technicians and service advisors as

Larry Dickison

well, as this is a team effort.

Sounds simple, eh? Simple sure, but not easy.

Fortunately, the instructor was a practical guy. He provided us with a list of ways to help realize this goal.

Stop giving labour away. No more of the freebies. There were many people in the workshop that were convinced they were giving away at least an hour of labour a day – often at the diagnostic rate.

Charging for what they were giving away was a great start.

Be diligent about inspections. The instructor had a one-page inspection sheet that he encouraged all of us to have filled out for every vehicle, every time it’s

in the shop. Basic stuff, but it really helps find the work that needs to be done.

Offer windshield repairs. It’s amazing how many cars we work on have small chips in their windshields. I hate to think of how many we must have overlooked over the years! Since attending that course, I invested in a windshield repair kit and got some training for my techs.

Repairs are simple, so now when we do the walk-around inspection we look for

chips and make the customer aware of Annual physicals. We track each them. We’re selling an average of three vehicle in our database and schedule its repairs per week. “annual physical” on the anniversary that Offer windshield replacements. we first saw it.We contact our customers Cracked windshields are a serious safety once per year about “the birthday tuneconcern but most people just ignore up” and it is remarkably well received. them. We let them know what they are We’ve restarted our seasonal risking – both in safety and in fines – and preparedness program. When a customer how simple it would be for us to replace picks up his or her vehicle, we inform it. We sublet that work but the benefit to them that we have pre-booked their next our shop is huge. pre-season inspection. It was hard Wiper blade replacement. Sounds hearing this suggestion at the workshop, obvious, right? Well, we’ve been because it is something we used to do surprised how many vehicles have worn but we let it slip. Now we’re back at it. out wiper blades. About 26% of the Dab-A-Lube trays for selling fluids. vehicles that come into the shop – one in We’re using the fluid trays for selling fluid four – needs blades, and the majority of exchanges. We used to show customers vials of new and old fluids so they could see the difference. With these trays there are small vials with new samples of new fluid and trays with dips to drop a sample of the customer’s vehicle fluids so they see how their fluid compare to new fluids.We’re selling far more fluids, which provides huge benefits to our customers.

It is going to be exciting to see how long it takes us to hit our goal of selling one extra hour per technician per day.

Without doubt, that workshop really educated and inspired me.

Well, I am heading out now. My son Scott came with me to the conference.

He has got me hooked on UFC and we’re going to watch the fights tonight. I have become quite the George St. Pierre fan! In fact, we have been doing some sparring. I even bought a gi – you know, the karate uniform. I know I look silly at my age, but we do anything for our kids, don’t we?

Anyway, good luck.And, as always, I’m customers take a set. only an email away.

Detailing.We have started to advertise —Kelly a detailing service. And before you tell me you don’t have the space, the Kelly Bennett is a equipment or the manpower to offer certified management detailing, let me explain. There’s a trainer and has been coachcompany a few blocks away that picks up ing automotive repair shop the cars, does a great job of cleaning owners since 1990. them up, and then brings them back to You can reach him at us. Customers love this one-stop kelly@kellythecoach.com. shopping service.

APRIL 2012 CANADIAN TECHNICIAN

15

If your results don’t concur with your theory, trust the results and re-invent your theory.

— Submitted by Patrick Dubois,Vast-Auto Distribution, Montreal, Que.

A wise man learns by the mistakes of others, a fool by his own.

— Submitted by Louise Serre Demers, Bruno’s Auto Repairs, Blind River, Ont.

Tough times don’t last.

Tough people do.

— Submitted by Jeff Taylor, Eccles Auto Service, Dundas, Ont.

I may not like it, but I do it anyway.

— Submitted by Bruce Lancaster, Lancaster Automotive,

The man who can drive himself further once the effort gets painful is the man who will win.

— Submitted by Niels Bonde, Nanaimo, B.C.

— Submitted by Ken Hart, Hartech Automotive, Kaslo, B.C.

People will forget what you said. People will forget what you did.

But people will never forget the way you made them feel.

— Submitted by Bev Kaltenbruner, Harold’s Auto Service, Lethbridge, Alta.

CANADIAN TECHNICIAN APRIL 2012

You can play the game all day long if you want to, but you have to learn to lose before you learn to win.

— Submitted by Steve Penrose, Brake Masters, Glendale, AZ

— Submitted by Michael Kamakaris, M&F Auto Service, Scarborough, Ont.

The grass is greener on the other side… but it still has to be mowed.

16

WHEN THE ONE GREAT SCORER, C AGAINST YOUR NAME, HE WRITES N WON OR LOST, BUT HOW YOU PLAY

WOR

TO LIV

We asked you to te you… and the respon Here are just some of th

If your only t hammer, you every problem

— Submitted by Preston Hardy, H Pictou County, N.S.

YOU CAN HAVE IT GOOD, CHEAP, OR FAST. BUT IF IT’S GOOD AND CHEAP, IT WON’T BE FAST. IF IT IS GOOD AND FAST, IT WON’T BE CHEAP. AND IF IT IS FAST AND CHEAP, IT WON’T BE GOOD. — Submitted by Rohn Patenaude, Crysler Automotive Center, Crysler, Ont.

Expectations are like speed limits.

No one really notices until you exceed them.

— Submitted by Allan Haberman, Blue Streak-Hygrade, Winnipeg, Man.

RDS

VE BY

ll us what inspires nse was phenomenal. he quotes we received.

tool is a u tend to see m as a nail.

Hardy’s Precision Collision,

— Submitted by Ralph Jarvis, Renfrew Auto Service, Calgary, Alta.

Tecumseh, Ont.

Careful who you point your finger at.

There will always be three pointing back at you.

OMES TO WRITE NOT THAT YOU YED THE GAME.

Poor planning on your part does not constitute an emergency on my part.

— Submitted by Larry Stykalo, Stykalo Auto Service, Dauphin, Man.

A sharp tongue will cut your own throat.

— Submitted by Tim Tomic, Waterloo North Hydro, Waterloo, Ont.

Whether you think you can or think you cannot, you are right.

— Submitted by Ward Zintel, Perfection Automotive, Saskatoon, SK

WE DON’T HAVE TO SUBSIDIZE THEM, JUST REPAIR THEM RIGHT, THE FIRST TIME. — Submitted by Bill McLennan, Remington Park Motors, Langley, B.C.

Don’t do anything today that you wouldn’t want to see on the front of tomorrow’s newspaper.

— Submitted by David Parke, Roy Foss Motors, Thornhill, Ont.

Consumers are not looking for a business transaction, they’re looking for information, expertise, and professionalism.

— Submitted by Daryll McLean, Crowfoot Brake & Muffler, Calgary, Alta.

This is the day

If I can’t fix it, then it ain’t broke.

— Submitted by Harold O’Connor, Charles Auto Care, Ottawa, Ont.

the Lord has made! Rejoice and be glad in it!

— Submitted by Derek Ehler, OK Tire, Windsor, N.S.

If you try to jump for the moon you will only get halfway, but if you jump for the stars you will land on the moon.

— Submitted by John Siamoutas, Pawlik Automotive,Vancouver BC.

With people, if you want to save time, don’t be efficient.

Slow is fast and fast is slow.

— Submitted by Dieter Scheffer, Frank Motors, Winnipeg, Man.

You can’t fix stupid but you can stun it with a 2x4.

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17

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Wheel Lessons

When changing tires, never underestimate the importance of cleaning the mounting surfaces and ensuring the proper torque on lug nuts. A lot’s at stake!

By Ken Hart Remember learning about shear, stretch, tension, and torque? Well, they all come into play when a car’s wheels turn.

It’s why we should never take shortcuts when it comes to changing tires and wheels.

Mistakes are easy enough to make, and I’ve seen it happen many times.

When a wheel comes off a customer’s vehicle, it’s a very serious matter. Not only does it create an extremely dangerous situation on the road, but it can have dramatic repercussions for the shop that last touched those wheels.

At the very least it’s embarrassing and can cost you customers.

I’ll never forget the phone call I received from my wife after she was driving her friend’s car and the front wheel came off! I had done a service on this car for free… and I’d been in a hurry. Did I torque and clean the wheel nuts and mating surfaces correctly? I couldn’t recall because I was rushing to get everyone on their way. Something obviously went wrong!

With so much at risk when working on wheels, I thought it would be a good idea to brush up on the critical

points of this important task.

If you’re lucky, the back of the mag will be clean and so will the drum or rotor surface.You can make good time when working on these cars.

But if you see a brown stain, well, that’s rust. And when it gets wet, it allows the torque to lessen. Left unattended, the wheel can get loose or even fall off. I use an air angle grinder with a Roloc cookie on it. We’ve all been warned not to use Roloc cookies for cleaning cylinder heads because they were destroying engines. But for this purpose they’re perfect, fitting in the tight areas that need cleaning, and giving the rear mounting surface a great finish.

Take a close look at the rim bead surface.There can be corrosion. Here in the Kootenays, we see a lot of it on the rim bead and around the valve stem. I use a wire cup wheel mounted to an angle grinder to clean these surfaces.

For the rotor surface, I like to use a big wire brush and a scraper. It takes a few minutes of work but you’ll get a good clean surface.

Finally, I use NeverSeize to coat the

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19

lug nuts. It will prevent galling of the threads and keep the center of the rotor or drum from corroding. If your customer gets a flat and needs to change a tire, they’ll have a fighting chance of getting the lug nuts and wheel off.

Now the most important part: torque. Apply too much torque and you break things. Apply too little and things fall apart. You need just the right amount… and for that you need the right tool. A good quality torque wrench is the only way to achieve accurate torque. Also, some WD40 spray or light machine oil will do an excellent job aiding in accurate torque.

You cannot torque a nut or bolt without oil. You simply won’t get an accurate torque reading. That’s why I suggest using NeverSeize on the lug nuts and the centre hole. Dry steel tends to gall under pressure, so you’ll get that squeaking noise when you tighten the lug nuts and you won’t have an accurate torque.

If the rim beads are pitted, you can service them in several ways. Some people use RTV silicone on the rim bead surface to ensure a good seal.

Personally, I use tire-mounting grease. It works great, is cheap, easy to apply with a paint brush, and squishes into all the places it needs to go. It also protects the tire and the rim from corrosion where they come into contact.

Remember, if you have a customer who races towards stop signs or has frequent panic stops, the tire could move on the rim, and this will knock it out of balance. I tell customers to go easy on the brakes for a week or so, to allow the tire and rim to settle. Then it will be time to retorque the lug nuts and make sure everything looks good.

There are many things to remember, so take your time. And if the wheels require extra cleaning it’s absolutely legitimate to charge properly for your time and materials. Your customer will likely agree it is far better to be safe rather than sorry.

You don’t want to get a phone call like I did! Sharon, I’m still sorry about that wheel off. It won’t happen again.

Ken Hart is owner of HarTech Automotive in Kaslo, B.C. He is a member of the Canadian Technician Advisory Panel.

20

CANADIAN TECHNICIAN APRIL 2012

The inside of this magnesium alloy rim is contaminated by rust – probably transferred from the steel rotor or brake drum. The steel hubs are what the mag wheel bolts to. If both mating surfaces are not clean enough, the wheel could come loose. The mag mating surface and the wheel hub, where the lug nuts are, need to be scraped and wire brushed.

A Roloc cookies on an air angle grinder will do a great job of cleaning rear mounting surfaces.

Watch for corrosion on the rim bead surface.

A wire cup wheel mounted to an angle grinder will help make the surface ready for a new tire.

Tire-mounting grease can be applied with a paint brush to protects the tire and the rim from corrosion.

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DI E S E L

Cover Story

Check-up time Like a good wine, inspection checklists improve over time, as we incorporate new things we’ve learned about maintaining vehicles.

By Jeff Taylor

hose of us who have been in the trade for a long time can sometimes work on auto-pilot.

Our minds can be a million miles away when we do a familiar job. Sometimes we don’t even have to look at what we’re doing.

But when we get that comfortable we can miss things that we should be seeing.

Just think about the last few oil change services you’ve done. Did you do a good visual inspection while under the vehicle? Did you make any notes on the work order about the condition of the vehicle? Or warn about things to watch for? Things that could become a concern down the road?

If you didn’t, you may not be providing all of the information our customers rely on us for.You may not be giving them the best service possible.

When a vehicle is in for service – whether it’s for a pre-trip check, a seasonal ‘tune-up,’ or an annual safety inspection (in areas that require it) – the customer has given you permission to look it over very carefully. We have to

T

maximize this opportunity, searching for existing and potential problems, and anticipating work that will have to be done in the near future.

There’s a lot to check, so I’ve found it very helpful to work from a checklist.

Most vehicle manufacturers have provided very detailed checklists to help customers properly maintain their vehicles. These come in handy as the basis for an inspection, but I have also drawn on industry training and personal experience to devise my own checklists, with particular attention to problem areas, and special inspection techniques. Over the years, these individualized checklists have proven very useful.

Using checklists is common practice in a lot of professions. Far from being “a lazy way out,” they’re a means of ensuring every step in a complicated process is covered. They’re used by pilots, surgeons, and engineers alike, and are standard practice in surgical operating theatres, NASA control rooms, and NASCAR pit lanes.

The reason checklists are relied upon so heavily is simple. Most people have trouble remembering more than seven items on a list. Try remembering two dozen things and mistakes are bound to happen! By using a checklist, we can have a permanent record of inspection steps, in an easyto-follow order. Not only does this standardize the inspection process, but it also gives new employees a “manual” to work from and ensure that nothing is forgotten.

Even before we get to the checklist, however, there are a few things to take care of when tackling a specific service:

1) Look up the required service using

our information system. If a customer has a 2010 Honda Civic and they want a B 3/4 service performed because that’s what the car’s dash is telling them, are you going to know what has to be performed? If you have an accurate information system it will provide you with the needed checklist to meet the customer’s needs.

APRIL 2012 CANADIAN TECHNICIAN

23

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CANADIAN TECHNICIAN APRIL 2012

and any major upcoming work (like timing belt replacement and fluid changes).

After deciding what needs to be serviced, we’ll still need to have a checklist for the visual inspection. It will involve things like a quick look at the pads and rotors (without taking off the wheels if it’s just an oil change), tire condition, and status of exhaust pipes and connectors.

At our shop, we’ve developed a checklist of things that are commonly overlooked. After using the checklist five or six times, technicians are in the habit of checking these often-ignored inspection points. You’d be surprised at how many things you will be able to spot quickly and easily when they become routine.

Most manufacturers provide checklists for a specific service, or service interval, but what if the customer needs a safety certificate or a pre-sale inspection – something that really doesn’t fit into the manufacturer’s service specific time frame?

The very first checklist that I came up with was to be used during a vehicle safety inspection. In Ontario, we’re required to perform an inspection before a vehicle changes ownership, if it’s a truck over a certain weight, or in situations where it is required for insurance. I have heard many stories of techs being dragged through the mud after a safety inspection was questioned, but if a careful checklist is followed, a lot of those issues can be avoided.

My own vehicle safety inspection checklist starts with what I can check while driving the vehicle into the shop.

I check all dash lights, wiper function, and heater operation. Moving outside and around the vehicle, I look under the hood, and then proceed to put the vehicle on the lift to thoroughly check the underside before removing the wheels for brake inspection. The

checklist has to have a flow to it that makes it easy to follow… or else steps will get missed.

There is space on the form to record the make, VIN, odometer, date, and name (and signature) of the tech performing the work. I also included an area that includes the actual measurements of the brake rotors, and drums, pad thickness, and what the minimum specs are for that particular vehicle.

This sheet is given to the customer after the inspection has taken place and we keep a copy.When there has been an issue on a vehicle, the file can be pulled and our copy provides all the information that we saw on that vehicle during our inspection.

If you have ever dealt with the government or an angry customer, providing this kind of information is a lot better than just saying that the rotor was thick enough.You have your actual measurements, the actual specs and all the other notes you made on that particular vehicle.

I also left room for comments for stuff that may not be important in the issuing of the certificate but sure clear up questions if they were asked later.

This can be as simple as a rear wiper motor that has seized up, to a checkengine light or airbag light that is on. I can also make a note that the vehicle’s brake and fuel line were very rusty but not leaking at time of inspection.

We do the same thing on another checklist for an annual truck safety inspection but the list is modified to include trailer hitch points, wheel torques, and other things that only apply to heavy duty trucks.

A couple of years ago, we developed a new seasonal checklist. Most customers tend to bring their vehicles in the spring or fall to check its preparation for the coming challenges (snow and cold in winter, and extended trips in summer). The idea was to create a list of inspection points that are particularly relevant, from battery testing, to belt inspection, to cooling system checks, to brake fluid boiling points.

Remember, the customer has asked for this level of detail. Even if no immediate work comes of it, you have data that may be helpful down the road.

If something needs to be watched, you can plant the seed for future work and make a note on the invoice that other services are required to keep the vehicle in the best shape possible.

We started to record the age of the tires using their manufacturing date stamp, and recording the tread depth on this checklist (we also note weather cracking). This is particularly useful when doing snow tire or regular tire installations. The customer needs to know when their tires are almost worn out. They may not be happy about it, but it wasn’t you that wore them out!

Checklists should continue to evolve as new service techniques are developed and more inspection points are identified. They will become more valuable as they are refined and kept up to date.

Checklists typically contain things that we know we should be checking, but that we’ll often forget if we’re not reminded about it in the moment.

If we look back to the mistakes we’ve made in the past, there are plenty of those that could have been avoided – or caught much earlier – if we’d been using checklists.

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

APRIL 2012 CANADIAN TECHNICIAN

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CANADIAN TECHNICIAN APRIL 2012

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Congratulations to Pamela Simpson of D&D Auto Services, in Kingston, Ont. for correctly answering our December AutoPuzzle.

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continued from page 38

Professor Thomas sighed heavily. “Not your vehicle preference, Mr. Jacobs; the misfire problem.”

“Can’t feel nothin’, but…” He shrugged. “That CEL is still freaking me out. Like, flashing right in my face, dude.”

The professor blanched. “Egads!” He bellowed across the shop. “Mr. Bentley! On the double with that scanner! I need data and I need it now!”

“Alvin Bentley’s the class nerd,” Beanie explained under his breath. “We let him own the scan tool – keeps the prof off our case.”

Even though the GMC ran smoothly, the misfire code had reappeared. In fact, it would only rack up misfire counters at 1950 rpm... above or below 1950, all was good. Professor Thomas began barking orders as I retreated to the student cafeteria. Nobody wants a visitor around when things go wrong.

I was enjoying the student newspaper when Prof. Thomas finally joined me. He shoved some coins into the coffee machine and mashed the sweetener button four times. “I would hazard to bet this never happens at your shop, am I right, Mr. Shambles? Bartholomew says you’re the go-to shop in town.” He sat down. “So go ahead – tell me.”

I gulped. “Tell you what?”

He smiled. “I know you’ve got this problem all figured out; you’re just being polite.” He put his hands up in the air. “Well, sir, I surrender! What am I missing?”

“Uh, could you excuse me for a minute? Nature’s calling and…” I made a beeline for the men’s room and found an empty stall.Thank goodness for cell phones.

“Basil!” I whispered hoarsely. “Run a search online for me!”

I explained the situation as best I could.

Basil chuckled. “Trying to impress the teacher, are we? Well, no search necessary – here’s what you need to do…”

Swaggering back into the lunchroom, I cleared my throat.

“Here’s the deal.Those misfires are really not misfires at all; the ECM has simply lost its information on the crankshaft variation. So I’d recommend a CASE relearn procedure.”

Professor Thomas was flabbergasted.“A crankshaft angle sensor error? But we didn’t touch the crank or any of the sensors!”

I shrugged. “It’s a used vehicle. You never know where it’s been.”

Half an hour later, the relearn was complete and Neo Anderson’s long-hauler was back in the program. Old TomTom was impressed. “We’re putting on a summer course, Mr. Shambles. How would you like to be a substitute instructor?”

My wife would roll her eyes if I said I was going to summer school – she’d never believe I was the teacher. But it was an interesting thought.“It all depends,” I said.“Are you allowed to use your cell phone in class?”

Rick Cogbill is a freelance writer and former shop owner from Summerland, B.C. Thanks to automotive instructor Todd Green and his third year class at SAIT in Calgary for supplying this month’s technical problem. To read more about Slim and the gang, order Rick’s book “A Fine Day for a Drive” at www.thecarside.com.

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APRIL 2012 CANADIAN TECHNICIAN

29

The Car Side

By Rick Cogbill

The “CASE” of the Missing Misfires Professor Thomas has his hands full with a rowdy class of misfits and a stubborn GMC pickup.

My wife caught me signing up for yet another drivability course. “When are you going to finish learning this stuff?

You’re getting expensive!”

“Hey!” I protested. “You’re always surfing the Internet for new recipes. How many ways are there to burn pot roast?”

Perhaps it was a poor choice of words.

Today it was open house at the trade college. Beanie was about to graduate, so it was time I met his instructor. As we entered the modern shop, I took a look around. “So where’s old Tom-Tom?” That was the student’s nickname for Professor Thomas.

“Over there.” Beanie pointed to group of students swarming over a 2001 GMC 3/4 ton pick-up. “And careful with that nickname; the prof has no sense of humour.”

Standing off to the side was Beanie’s teacher, rocking back and forth on his heels while making obscure notes on his clipboard.

“Uh, Professor Thomas, this is my boss – Slim Shambles.”

Old Tom-Tom beamed and shook my hand sedately. “I’m certainly glad to know you, Mr. Shambles. Mr. Madison here brags about you constantly, don’t you Bartholomew.”

I glanced at Beanie. “Is that so… Bartholomew?” Beanie looked a little ill and I took secret delight in his embarrassment. “So, (ahem) Bart, what are we up to today?” I pointed at the truck. “Working on a tricky problem?”

Beanie glared at me as his face turned darker shades of red.

“Oh, it’s a doozy, Mr. Shambles,” he replied.

Professor Thomas smiled. “It’s nothing we can’t handle, of course.This truck belongs to my associate, Mr. Anderson. It’s your basic 6.0 liter, automatic transmission, two-wheel drive – I believe Neo plans to tow a travel trailer.” He frowned suddenly. “Mr. Jacobs! Aren’t you finished with those battery connections yet?”

Narley Jacobs grinned and gave us the thumbs up. “Chill, Dude Thomas. It’s time for some fire in the hole!”

Thomas sighed. “Three more years, Mr. Shambles.Then I’m taking the package.” He winked. “Sweet retirement awaits.” I offered a feeble grin. Retirement was another touchy subject with my wife.

Beanie gave me the rundown on the truck.“It came in with a P0300 random misfire code. It ran rough, coughing and stalling on a cold start.We replaced the spark plugs and wires – they were ancient – and we also found an intake leak, so we did the gaskets too.”

“But you still had misfires?”

“Yeah. We did a serious oscilloscope check and found two bad coils.The guys have just finished installing those.”

The truck fired right up, and Narley was out the bay door for a test drive. Ten minutes later he nosed back into the stall and powered down.

Professor Thomas tapped his foot impatiently. “Well, Mr. Jacobs? Your report, please.”

Narley grimaced. “Yeah, it’s not what I’d call a gutwrenching speed demon, but it’ll do.” continued on page 29

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CANADIAN TECHNICIAN APRIL 2012