Canadian Technician December 2012

Planning Your

Exit

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Devising a strategy for selling your shop

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contents

Canadian Technician – December 2012 – Vol. 17 No. 10

FEATURES Planning Your Exit..........................................................11 When the time is right, you may wish to sell your shop to your kids, a trusted employee, or a stranger. Either way, it’s important to have a strategy.

Shop Class .....................................................................18 Quebec shop owner Christian Lajeunesse has developed a ‘stay-in-school’ program that may inspire a new generation of automotive technicians.

Stability and Suspension ...............................................21 At full speed, on rough roads, and during emergency maneuvers, sensors keep a vehicle upright. Here’s how to diagnose those sensors and replace them.

18

AAPEX Report ................................................................24 The low-down on new products and services announced this year at Automotive Aftermarket Industry Week in Las Vegas.

DEPARTMENTS

COLUMNISTS It’s Your Turn By Guest Columnist Sean O’Gorman.........15 Management S.O.S. By Kelly Bennett ..............................16 The Car Side By Rick Cogbill..............................................30

Service Notes.................................................5 Letters ............................................................7 Out & About .................................................11 Eye Spy.........................................................12 From Our Forum ..........................................14

21

Products.......................................................26 Ad Index .......................................................29

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SERVICE NOTES

Court to rule on negligence

VOLUME 17

NUMBER 10

Fatal crash serves as grim reminder that there’s no room in our job for mediocrity, much less sloppiness.

By Allan Janssen Sometimes I wonder what to write about in this space.

Sometimes I have no choice.

This is one of those times when it feels wrong to talk about anything other than the fact that charges have been laid against an automotive technician for criminal negligence causing death.

The charges stem from a fatal crash near Peterborough, Ont. on Aug. 3, 2012. According to police, 21-year-old Joseph William Towns of Lakefield, Ont. lost control of his Dodge pickup truck and it collided, head-on, with a vehicle driven by Abigail MacNaughton, 27, of Peterborough.

MacNaughton died of her injuries, and Towns was charged with dangerous driving causing death, criminal negligence causing death, and two counts of uttering forged documents.

The story did not end there, however. A subsequent inspection of the pickup showed that it did not meet safety standards, even though it had received a Safety Standard Certificate a month earlier. Police and Ministry of Transportation officials investigated the technician who did the safety inspection, and ultimately came to the conclusion that his actions (or inaction) played a role in the crash.

So Joseph Romano, 47, of Scarborough, Ont., was charged with criminal negligence causing death.

The facts of this case are still to be weighed in a court of law, so there’s much we do not know yet.

Most importantly, we don’t know if the crash was the result of a catastrophic mechanical failure. We don’t know which, if any, component failed. We don’t know how closely the vehicle was inspected on July 4, just 31 days before the crash. And we don’t know if anything happened to the vehicle that could have contributed to a component

451 Attwell Drive, Toronto, Ont. M9W 5C4

failure between the day of the inspection and the day of the crash.

These are all things we will learn in the coming weeks and months.

I’ve always trusted in the fairness of our legal system, and I have faith that justice will be done here too. But there’s no doubt that a story like this, no matter what the court finds, strikes very close to home for all of us.

Like it or not, as vehicle maintenance experts, we’re in a position of great responsibility. You only have to look at our clogged roads and highways to see how vital transportation is to our society and to our economy.

Maintaining and repairing vehicles is an incredibly important trust.

We’ve all seen horribly botched DIY jobs. We run your EyeSpy pictures in every issue and get many more besides that illustrate how cavalier some people are about the maintenance of their own vehicles.

In this business we cannot afford to be cavalier about inspections or repairs.

We have to take our jobs seriously at all times.We have to understand the ramifications of the calls we make. There’s no room in this job for mediocrity, much less sloppiness. Diligence needs to be our constant watchword.

We’ve all heard stories about bad operators who buy and sell safety certificates like they’re concert tickets. Sad to say, these guys are out there… and they’re playing with fire. Not only could they be burned, so could some innocent driver on the highway. And their family too.

Every once in a while, a tragic event like this snaps us awake and reminds us that the cost of negligence – whether in the driving of a motor vehicle or in its maintenance – is incredibly high.

You can reach me at allan@canadiantechnician.ca

EDITOR Allan Janssen allan@newcom.ca (416) 614-5814 PUBLISHER Martyn Johns martyn@newcom.ca (416) 614-5826 CIRCULATION MANAGER Lilianna Kantor lily@newcom.ca (416) 614-5815 DESIGN & PRODUCTION Tim Norton production@canadiantechnician.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 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

Doing the Deal

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DECEMBER 2012 CANADIAN TECHNICIAN

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LETTERS

HERE’S TO THE ‘HEAD OF THE CLASS’ Congrats! It's good to see a Canadian Shop win the ‘Head of the Class’ award (Canadian Shop Wins AAIA Award, November 2012). As a shop owner, I can relate to the amount of effort it takes to achieve an award of this caliber.

Cyril Barry Westside Auto Repairs, Maple Ridge, B.C. Member, CT Advisory Panel

TOP SHOP CLEARLY WORKS AS A TEAM Congratulations to Gustafson’s! It’s great to see a shop that is completely dedicated to changing with the trends.

You’ve got to work as a team… from management right down to the floor sweeper. That’s something that very few shops have been able to achieve. Here’s to their continued success and may they be an example to others.

George Stringham Taber Diesel Service, Taber, Alta.

PLANNING, NOT REACTING, IS KEY TO SUCCESS Way to go, Stacey, and the whole team at Gustafson’s Auto Clinic in Athabasca, Alta.! It takes a lot of proactive planning

– as opposed to reacting – to succeed in the daily grind. This is encouraging to see, and I hope we will all be at that level real soon.

Brad Wohlgemuth AutoTrust, Stettler, AB

CARS CHANGE, SHOPS HAVE TO CHANGE WITH THEM Well done, and congratulations to the entire staff at Gustafson’s Auto Clinic Inc. It’s not just the vehicles we service that have changed, so has the way we do business.

Bruce Eccles Eccles Auto Service, Dundas, Ont.

DIAGNOSTICS IS TOUGH EVEN FOR THE SPECIALISTS My name is Serge Brault, an automotive technician with 27 years’ experience. For the past four years, I’ve been a mobile diagnostician for independent repair shops in the Montreal area in Québec. I really enjoyed reading your article Scanned on the Run (October 2012) about mobile diagnostic repair and reprogramming.

I was working as a technician at a GM dealership in a small town outside

of Montreal. My specialty was powertrain repair and electrical troubleshooting. But when GM started closing dealerships in Québec, I knew my financial future was not very promising. As a father raising two daughters by myself, I knew I had to try something new.

So I drew on my past experience working at a number of garages and dealerships, and being a owner of a service station of my own for seven years, to start a mobile diagnostics business. I arranged to work only two days a week at the dealership, and called on independent garages the rest of the time. I started with an investment of $20,000 in diagnostic tools and a few scanners (GM Tech II, Toyota Techstream Lite, and a couple of laptop-based software scanners) and soon added two J2534-compliant reprogramming tools (GM MDI and CTC Vehicle Box).

Mobile diagnostics has now become my full time job. I left the dealership and they are now one of my customers!

My clientele are independent garages and body shops who call me after they’ve tried to fix a car and have finally given up. Often they have spent several days and many dollars trying to get the car going again. Many of my customers have decided not to invest in technology and training, but have come to rely on me to troubleshoot the difficult work. I’m the guy who finishes and certifies the job.

The mobile techs you talked to are right. Today’s car are getting so complicated, with so many electronic modules and sensors interconnected between them that even guys like us who work every day in electrical/electronic have a hard time finding the solutions.

Imagine the challenge facing smaller shops that don’t play that game every day. It’s going to be a rough road ahead for them, even if they have the right scan tool.

I could go on and on, but I just received a call from a garage that needs me! Thanks again for the article!

Serge Brault Technic Mobile, Montreal, QC DECEMBER 2012 CANADIAN TECHNICIAN

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LETTERS NO REGRETS AFTER A CAREER IN AUTO REPAIR My husband James and I were co-owners of Springfeld Auto Sales and Service in Wymark, Sask., from 1995 to 2004, so we know about owning a business.

With great interest, I read Kelly Bennett’s What I Would Have Done Differently (Management S.O.S., October 2012).

Our home was attached to the business so we could not get away from it in the evening or on Saturdays.

The doorbell rang regularly at the house, front door and back, and the phone rang at all hours and on weekends too.

Am I complaining? No. James still says, “I should have started my own business out there in the country years earlier!” It worked out very well for us.

How did it come about that we started the business? James had worked on cement floors in shops for 30 years

and he suddenly developed sore feet and could hardly walk. He was laid up for two years. What a blessing that we lived in the country with room to spare and soft earth to walk on, because he no longer had to work on cement floors. We will be forever thankful for our business and the many people who rang our doorbells and telephone!

Frieda-Marie Elias Swift Current, Sask.

THE JIGSAW PUZZLE IS NEVER TRULY FINISHED I just read your editorial Making Steady Progress (Service Notes, October 2012).

Good one! I really like the analogy of the jigsaw puzzle and how progress seems almost invisible. How true!

It’s very difficult to overcome the impatience and the feeling of entitlement that has resulted from our modern-day world of instant gratification. I would add that although

“steady progress” may seem invisible, it is measurable. There’s the adage, “You can’t fix what you don’t measure.”

It is an unfortunate fact that many in our industry do not adequately measure, one way or the other, which direction they’re going. All too often, when they finally do see it, it’s too late.

It doesn’t have to be that way.

Associations, training organizations and publications like yours can, and do, help.

When it comes to understanding and managing your business, the jigsaw puzzle is never really finished. There’s always more to learn. Even with a few pieces still missing, you can step back and get a pretty good idea what the picture looks like. And in doing so, you also discover what the missing pieces should look like.

We just have to go in with our eyes open.

Rene Young Director of Industry Development Automotive Retailers Association, British Columbia

DRIVERS ARE RESPONSIBLE FOR VEHICLE SAFETY Just because the “mechanic” is licensed to do safety inspections, that does not give them the right to remove someone’s property or prohibit a motor vehicle from public roadways. (“Not Safe At Any Speed,” October 2012.) If you decide to do it, brace yourself for criminal charges by police! The safety of the vehicle is the responsibility of the driver at that time.

Charge for the inspection, get paid, and go on to next repair job.

If you feel the need to report the incident, call the Insurance Bureau and see how fast they act on this issue.

Nick Kobak Owner, Kelly’s Glass, Alliston, Ont.

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

8

CANADIAN TECHNICIAN DECEMBER 2012

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OUT & ABOUT

Making your exit Tag team of lawyer and shop owner offer wide range of advice on how to successfully sell a business.

By Allan Janssen Failing to think about how you’ll exit the business you spent your life building is a common oversight among entrepreneurs, says a lawyer and business advisor.

Speaking to shop owners at the recent Congress of Automotive Repair and Service (CARS) in New Orleans, Stuart Sorkin said it’s never too early to

because Father didn’t make the family understand his wishes.”

Sorkin shared the stage with Phil O’Connor, the owner of three shops in Maine. Between the two of them, they offered a wide range of advice on how to successfully exit a business. Among their tips:

significant part of your retirement, don’t jeopardize it by not documenting things properly.”

Not every employee would make a good employer.

Entrepreneurs think differently than employees. If you plan to sell to a family member or an employee, make sure they’ve got the mindset that’s necessary for the job.

“You need to test them to see if they can be an entrepreneur,” said Sorkin.“For example, if the employee is not willing to give up a current cash bonus to buy into the business, then he’s not an entrepreneur. And if he’s not an entrepreneur, how’s he going to run the business?”

Figure out what your exit price is.

Stuart Sorkin: It's never too early to start planning your exit.

start thinking about how and when you’ll turn over the keys to your shop to a new owner.

“Exit strategy starts the day you start your business,” he said. “Why? Because if you don’t know what your eventual goal is for the business, how are you going to get there?”

Sorkin is the co-author of the book “Expensive Mistakes When Buying or Selling Businesses… and How to Avoid Them.” He said business owners not only need to plan for their future, but must then communicate it to the people who need to know the plan.

“Once you set up your plan, tell your family about it,” he urged his audience. “I’ve seen more situations where family harmony is blown up

Treat a sale to a family member the same as to a stranger.

Due diligence is key, no matter who the buyer is, because until everything is wrapped up and the dust settles, too many things can go wrong. Sorkin told the story of a son who bought his father’s business and then decided to open a second location. During the building of the second shop, a million-dollar overrun crippled the business, and legal proceedings tied up the income for years.

“Selling to family members can be done well. But don’t cheap out. Don’t treat it as though your son or daughter was not a third-party purchaser,” Sorkin said. “I understand. You love your children. But if you’re selling your business to them, and your business is a

“There’s no sense exiting your business unless you get your number,” said Sorkin. “So you have to sit down, either by yourself or with your financial planner, and figure out what is the pool of money that you need to live on comfortably after you sell the business.”

He said a basic rule of thumb is to assume that for every $1,000,000 of savings or invested assets, you’ll get $50,000 of income.

“If you’re not getting the number you need now, you have to think about how to grow your business to get it closer to that number,” he said.

Planning and executing an exit strategy will take three to five years.

Procrastination could be extremely costly.

“There are six ways you will exit the business,” Sorkin said. “You’ll sell it to a family member. You’ll sell to a partner, or an employee. You’ll sell to a thirdparty purchaser. You’ll become an absentee owner.You’ll die. Or it will be liquidated. The last two are what automatically happen if you don’t pick one of the first four.”

DECEMBER 2012 CANADIAN TECHNICIAN

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OUT & ABOUT

Future is bright for aftermarket: study A new report on the Canadian automotive aftermarket suggests repair shops have a lot to be optimistic about these days.

Employment, consumer spending, miles driven, and the average age of vehicles on the road are all up, while the size of the do-it-yourself segment of the market is down, according to the Automotive Industries Association of Canada’s 2012 Outlook Study.

The 81-page report, prepared biennially by DesRosiers Automotive Consultants Inc., contains comprehensive data on a number of key indicators, all of which portend good health for the industry in the years to come.

“Demand for the aftermarket is improving as maintenance levels increase,” the authors of the report state.

“More positive growth over the past two years… has placed the Canadian economy on a recovery footing and has translated into a more positive outlook for the aftermarket industry in the coming years.”

The Outlook Study also reports: • The aftermarket is now estimated to be worth $19.4 billion and employs 420,000 Canadians.

EYE SPY

• 54 percent of all vehicles registered in Canada are now over the age of 8 years, with the average age of a vehicle on Canadian roads now standing at 8.54 years.

• Average annual kilometers driven in Canada now stands at 21,995 kilometers per vehicle.

• The average mileage recorded on a retired vehicle is approximately 320,000 kilometers.

The 2012 Outlook Study is available to all AIA members free of charge and is available for purchase by non-members in the publications section on AIA’s website.

Read our full report at: http://tinyurl.com/ct-outlook-2012

That oughta hold it!

Tim Wood of Tim’s Auto Tech says the upper ball joint on this 1993 Honda Accord had worn out to the point that it separated from the socket. The owner and his neighbour figured they could keep the vehicle going with a little wire plastic tie strap. “We made him take the bus home!” writes Tim. “He couldn’t understand why we got so concerned about him driving it around like that.”

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

12

CANADIAN TECHNICIAN DECEMBER 2012

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FROM OUR FORUM

Time bandits Our Forum members compare notes on labour times… and whether they’re accurate or way off.

Is it just me, or do labour times seem to be off? It seems either you win large, or your lose real bad.

I’ve also noticed that when you compare Mitchell and Alldata, a lot of times they’re not even close. Case in point: On a 2003 Mercedes Benz ML 500, cam sensor pays 0.6. It sits at the front, in the open. One bolt and it’s out. Crank sensor also pays 0.6. It’s at the back in the trans bell housing. No way is it coming out the top! This is just one example of some seriously messed up times.

is when our work orders are created in the shop, the advisor creates the estimate and labour times are added using Mitchell or Alldata. So the tech has very little input to the times. It seems that a lot of general and frontend repairs are OK, but when it comes to the electrical side, the times are wrong because of work that was not built into the equation (like the dash needing to be removed first).We can go back and complain or try to sell the right times, but by that time the customer is already upset. So you might lose the job anyway.

— midtimer

—midtimer

I remember when I was a mere youth, my cousin Al had a shiny new “motor vehicle mechanic” certificate… and he complained about labour times back then. That was in the 70s. ‘Twas always thus.

—cooter

Working on these premium vehicles at the dealer level, we use multiple op-codes for many issues that require removal of other parts to gain access and only in a few instances does the corporate office deny the time claims.You’re best to survey the job first and form a quote based on the multiple operations required. If your shop’s SO/SA is not quoting this way, then you’re probably losing money.

—swede

lots of other examples. You just have to pay attention to the job at hand when you look up the times. I’ve always had service advisors that would come to me with the estimate to make sure nothing was missed. If yours don’t, they should.

—canuck623

These are labour guides… the operative word being “guide.”

They rarely account for worn or seized parts. It’s too bad that dealerships and chains are still using it as law when they estimate. I’ve got a question though. Do you dealer guys get a say if the quote for the labour is extremely low? Can you refuse the job if it’s not profitable?

As GM techs, if we notice that a time is low, we need to fill out a labour time request. On warranty work, labour times are sometimes calculated low because they know we’re doing the same job over and over.

After two or three times, you actually start to gain time. As for worn or seized parts, that’s where punch clocks are needed.You punch out when you get to a seized part, and find out how much time the customer is willing to authorize. Punch back in, and when the seized part is freed up, you do another off and on punch. Now we know how long the seized part took us and how long the regular work took. This is reality in the flat-rate world.

—haroldoconnor

—mmartel3

Alldata and Mitchell don’t always include access time. For example, the time for Chrysler Town and Country blower motors is for after the dash has been removed… They just forget to mention that. There are

14

CANADIAN TECHNICIAN DECEMBER 2012

One problem is that the service advisors create the work orders prior to the tech seeing it. So it could be quoted out low even before the car comes in the door.The second

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

If you’ve got an opinion to share, we want to hear it.

ITS YOUR TURN

The case for business training In many ways, our industry is not keeping up with other trades.

It stems from a poor understanding of how our business works.

By Sean O’Gorman The independent auto repair industry has been in a race to the bottom for as long as I can remember.

The problem, quite frankly, is that too many shop owners simply do not understand the financial end of their businesses.

When they find they’re not making a good return on their investment – in fact, they’re barely making a profit – they panic, and start making radical moves to reverse the situation. They roll out $19.95 oil changes – even though it costs $60 to do the job.They offer crazy discounts to attract new customers.

They don’t mark up the parts like they should for fear of being accused of ripping people off. And they keep their door rate artificially low.

And when none of that works, they start looking for ways to control what they’re spending on labour. It is, after all, one of their biggest expenses. Never mind that their technicians are probably the best assets they have. Never mind that the knowledge they have is what the business is set up to sell.

Desperate shop owners hold tech wages down. They put the guys on flat rate. And when it looks like they’re still taking too much of the dwindling pie, they drop the percentage lower. The result is that the shop does not generate the kind of money needed to tool up, train up, and keep up. Instead they lose technicians to other industries, and the shop struggles to keep going.

Sadly, the average owner in this industry does not understand how to manage each and every invoice to make sure that the shop is attaining the needed gross profit to survive and flourish. Gross profit is what is going to give them the ability to pay their staff a

decent wage, with decent benefits.

Too many of us owners do not have adequate business training. We are techs who moved into an ownership position without learning how to do the job.

The equivalent would be to take a recent MBA grad and ask them to replace the timing belt on a four-cam Audi.

For the most part, owners in this industry are working harder, longer, with more stress, and for less money that they did even 10 years ago. In 1988, it cost me $45 per billed hour to run my shop. Last year it cost me $165 per billed hour to run my shop. Few industries face such a steep rise in the cost of doing business. Yet our door rates haven’t risen to reflect that.

I think it’s time for owners and technicians to sit down together and figure out what they should be doing to increase productivity in the shop. They need to discuss ways to improve the business model so work flow is more efficient and customers are better served. And they need to figure out new and innovative ways to bring in new

customers to replace the ones that have moved away.

Above all, shop owners need to understand how the business works, and how to charge fairly for the services they provide.

I’d like to see our industry thrive so everyone is making a decent wage. I’d like to see us agree on what constitutes a good door rate. I’d like to see us establish best practices across the country. I’d like to see us and our many associations work together to solve common problems. I’d like to see training become commonplace for everyone in the shop, from the tech to the service advisor to the owner.

Getting everyone on the same page would be a good start.

Sean O’Gorman is owner of Glenn’s Small Car Parts & Repair in Courtenay, B.C. He is a member of the Canadian Technician Advisory Panel.

DECEMBER 2012 CANADIAN TECHNICIAN

15

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.

CUSTOMER ON LINE ONE HOW WE HANDLE INCOMING PHONE CALLS WILL DETERMINE WHETHER WE TURN SHOPPERS INTO LOYAL CUSTOMERS.

DEAR KELLY: This might sound like an odd question, but did you call my shop last week? I just found a note on my desk, and I’m trying to decipher it. There was no call-back number, but I don’t know too many Kellys, so it was probably you. Or maybe a salesperson.

Gee, I hope it wasn’t a customer!

In any case, hope you’re well. Call me if you need me. —Erol

DEAR EROL: Yup. That was me.

I’m not surprised you didn’t call me back, though. The person who took the message sounded a bit distracted.

Unfortunately, poor phone habits seem to be a common problem in our business. And it’s something that we, as managers, really have to get a handle on!

We spend too much time and money trying to attract the attention of potential customers. We can’t afford to drop the ball when they finally call!

At the last management group I attended, the facilitator called all of our shops, as well as a bunch of competitor shops in the area. He told whoever answered the phone that he had just moved to the area from another province and wanted to have a vehicle inspection done. He also asked for the door rate and the cost of some basic services like oil changes, inspections, and tire rotations. That’s a good call to get, right? A chance to introduce your business to what sounds like a good maintenance customer? An opportunity 16

CANADIAN TECHNICIAN DECEMBER 2012

to start a conversation about what they’re looking for in a repair shop, and what makes our shop so special?

Boy, did we ever drop the ball!

Out of the 30 calls he made that afternoon, not once did the person at the other end of the line try to set up an appointment. He wasn’t even asked for his name. I couldn’t believe it, because generally speaking, we all run pretty good shops. We’ve all learned a thing or two about management. But the most basic rules about handling phone calls were completely forgotten that day!

It’s a classic example of how we have to get back to basics.

Our facilitator had a lot to say about phone etiquette… and I’ve already had a meeting with my staff to go over an effective telephone strategy. In fact, I’ve posted reminders on every phone of how we should handle incoming phone calls.

1. GREET THE CALLER PROPERLY. It is absolutely essential that we let callers know the name of our shop, and who they’re talking to. And the tone must be friendly and welcoming, not abrupt.

Phone calls are not an interruption or a hassle – they are a sales opportunity.

2. GET THEIR DETAILS. It sounds obvious, but start by getting the caller’s first and last name. Not only will you want to use their name a few times throughout the phone call to build rapport and prove that you’re paying attention, but you now have the basics to start a customer profile.

Make sure you’ve got the correct spelling if it’s not obvious. People hate it when you spell their name wrong, so let’s get it right from the very beginning. While you’re at it, get their phone numbers as well: home, business and cell.

3. LEAD THE CONVERSATION. It’s all too easy to lose control of the conversa-

That’s just going to frustrate them! And don’t relegate it to the ‘Contact us’ page only. Make it simple for them!

These days, a lot of consumers are using their smart phones and tablets to shop for services. Design your web page to make it as easy as possible for them to call. For example, include the area code and use a format that is useful for mobile phones. A few years ago, people started using periods instead of dashes in phone numbers. Like, 1.877.645.9672. While I

but if you have to put them on hold, it’s a good idea to have on-hold messaging.

For one thing, it’s better than dead air (which makes the hold time seem longer) or a radio station where you can’t control the music, the “shock jocks” or the commercials (which might even be for a competitive shop). But you also get a chance to educate your customers about your business. Tell them about your extended warranty, your convenient hours, your current

do think it looks better, a person trying to call cannot just touch the number on their screen to dial it. So 1-877-6459672 makes it even easier for them.

In the shop, I really like the advantages that ‘Caller ID’ brings. I think it’s essential for a busy shop. Having the name of the caller displayed allows you to make better choices about which calls to answer if you’re in the middle of something else.

And even before you answer you can grab the work order or ask a quick question of the tech. It makes you look that much more efficient when you don’t have to put the customer on hold to find out the status of their car.

Having voice mail is very important.

Many customers would prefer to leave a voice message if they can’t speak to us directly. It’s preferable to leaving a message with the person who answered the phone.They can be more detailed in what they want to convey, and we get to hear their tone of voice, which gives us insight as to how they’re feeling.

For obvious reasons it’s important to not leave people on hold for too long,

promotion, and your upcoming events.

Finally, if you want your staff to be as efficient as they can be, invest in cordless headsets.They make day-to-day activities so easy.There’s no need to rest the phone uncomfortably on your shoulder while working on the computer. And you can easily walk around to pick up the work order or ask the tech a question without stopping the conversation.

Well Erol, I’m off to the pool. I have an appointment with my swimming instructor. It has been a long time since I’ve taken swimming lessons and it seems that I’ve forgotten some of the basics of my front crawl and breaststroke.

It seems that in life we’re always on a learning curve, Or a re-learning curve!

As always, I’m only an email away.

—Kelly

Larry Dickison

tion when someone calls. It’s not enough to just answer the questions we’re asked.

We have to figure out what the caller needs – and that means asking a few questions of our own.

How about this for a basic question that sometimes is not asked: What’s the year, make and model of your vehicle?

When the facilitator of our group asked us what we charge for an oil change, everyone answered without first asking this very important question. He laughed when he heard $39.99, saying he’d rush right down with his BMW 740i.

Hone in to get all the information you need, like: What kind of problem are you experiencing? For how long?

Have you been into our shop before?

Do you need directions to get here?

Leave nothing to chance.

4. ASK FOR THE APPOINTMENT. At some point you also have to set up an appointment. Our marketing and advertising is designed to get vehicles into our bays. All of our conversations need to work toward that goal. And once they agree to an appointment, make sure they know who it’s with. It’s frustrating for customers to walk in and say they have an appointment and be asked, “Who did you speak to?” Especially if the appointment was not entered.

5. CONFIRM THE APPOINTMENT. Be sure before the call ends that you have confirmed the appointment time, address, and who they should ask for when they get there.

6. THANK THEM FOR CALLING. Always!

Even if they do not end up making an appointment, be professional and thank them for calling. Sometimes they’re calling a few shops before they commit to going to the one that sounds the most professional, and who they feel comfortable with, and who they trust to bring their “baby” to.

This simple but proven process will have a big impact on the success you have with shoppers. Today’s consumers just won’t put up with poor service anymore, not in person, and certainly not on the phone.

Shop owners should ensure their phone number is bold and easy to see on the home page of their websites. Chances are people have navigated to the site because they’re interested in getting their car serviced there. Don’t make them click several times to find the phone number.

Kelly Bennett is a certified management trainer and has been coaching automotive repair shop owners since 1990.

You can reach him at kelly@kellythecoach.com.

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ire m may insp ra g ro p l’ o o h -sc ner’s ‘stay-in w o p o h ns. s c e Queb ve technicia ti o m to u a f ration o a new gene rdwell

By Mark Ca

hop owner Christian Lajeunesse says he loves teaching teaching kids who are mechanically inclined like he is.

So when he was asked last year to put on some basic workshops for a half-dozen would-be techs from the local high school, he jumped at the chance.

“It was a lot of fun,” he says about the weekly classes designed to encourage kids to stay in school. He hosted the kids in the four-bay garage that he and his older brother Yvan operate together in St. Anne de Beaupré, a 20-minute drive northeast of Quebec City. “It’s great to see kids’ eyes light up when they see how something is done or how something works.”

That’s a big reason why Lajeunesse decided to ratchet things up this year

S Christian Lajeunesse and Christian Fortin are helping this unlikely band of would-be technicians strip down and rebuild a 1970 Opel in 15 weeks.

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with a far more ambitious project that might just put his young students on the road to becoming automotive technicians.

In November, nine students – all of them boys between the ages of 13 and 15 – began a 15-week project to strip down and rebuild a 1970 Opel. With help and guidance from Lajeunesse and Christian Fortin, a friend and local body shop owner who keeps the car in the basement of his business in the nearby town of Beaupré, the students work on the vehicle on Wednesdays from 9 a.m. until 4 p.m.

The goal is to have the vehicle ready to be shown at the Salon de l’Auto Sports in Quebec City in April. It will then be sold or raffled off to help raise money to fund a similar project again next year.

According to Lajeunesse, the idea for the project stemmed from his disappointment with the workshops last year.

“The problem was that the kids just did routine things like changing tires and oil, which was kind of boring and uneventful for them,” he says. “They didn’t really learn a lot. But now they have something tangible to work on (and) their friends and families can see the results.”

After developing the Pimp My Ride-style project with Fortin, Lajeunesse says he had to sell it to officials with both the local high school and Emploi-Jeunesse, a provincial nonprofit group that sponsors and organizes programs aimed at keeping kids in school.

“They were worried because it seemed too ambitious,” he recalls. But their fears dissipated once he raised most of the $32,000 needed to fund the project from some two dozen corporate sponsors, including Telus and the Desjardins credit union movement.

Two thousand dollars of that money

The Opel rebuilding project is described as one of the most ambitious automotive anti-drop-out effort ever undertaken in the region of St. Anne de Beaupré, a 20-minute drive northeast of Quebec City.

was used to purchase the Opel, a small sports car picked for its compact size, flashy design, and novelty on the roads.

Another $18,000 is being spent, mostly on Chevrolet parts.

“Our goal is to make a muscle car with a small block 350 V8 and an automatic transmission,” says Lajeunesse.

The rest of the money is being spent on associated costs like transportation and the expenses of an Emploi-Jeunesse supervisor, who has to be on site to ensure the students show up and behave.

Both Lajeunesse and Fortin will also receive $3,000 each as honorariums for the 120 hours they will spend in the shop helping the students. “In reality, we’ll more than likely end up spending two or three times that amount of time on the project,” notes Lajeunesse, who plans to re-invest most of the money he receives back into the project.

Notably, the car’s motor will be

rebuilt in another local garage with the help of two of the students. Two other students will help rebuild the transmission at yet another local garage.

In the meantime, four students are continuing work on the Opel’s body in Fortin’s basement, where they’re stripping layers of old coats of red, orange, and blue paint. Then they will help repair the body by welding and removing dents before applying primer and paint.

The interior will also be completely redone as well, with new electricity, dashboard, audio, seats, and rugs. “We’re going to rebuild it from A to Z,” says Fortin, who goes by the nickname ‘la pieuvre’ (‘the octopus’), a nod to his acrobatic style as a former senior hockey goalie. “It’s going to look like a million bucks when it leaves here.”

Students receive no academic credit for their participation in the project.

However, to be selected, they must have – and must maintain during the school

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year – at least a 60-percent grade average, which is the passing grade in Quebec high schools.

“This is a project in perseverance,” says Maude Ash, the Emploi-Jeunesse supervisor. Despite the lack of academic credit, about 25 students applied for the project.

“I think it really touched their imagination (and) desire to be involved with something innovative,” says Ash. “Participants in projects like this can get a lot out of it, not just in learning about a potential career but in terms of the personal growth that comes from working in a team, being responsible and seeing a project through to completion.”

The Opel rebuilding project, she points out, is the most ambitious automotive anti-drop-out effort ever undertaken in the region – maybe the province. She credits local news coverage of last year’s workshops, together with word of this year’s project, for creating a buzz among students at the local high school, which closed down its auto shop and other occupational programs about 20 years ago.

“This is super cool,” project participant Jonathan Dupont tells Canadian Technician, as he helps strip down the car during the first class in early November.

A 14-year-old in his third year of high school, Dupont says he’s always been interested in engines – and of maybe one day becoming an automotive technician. “Since I was little I’ve always tinkered around with cars and engines with my dad,” he says. “This is a great opportunity for me to learn more about cars and how to fix them.”

He adds that he is working harder academically this year than ever before in order to keep his marks high enough to avoid being removed or suspended

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Lajeunesse offers one of his young students a little encouragement in removing a headlamp.

from the project. “I don’t want to miss anything,” says Dupont. “I’m really looking forward to the car show in April. I can’t wait to show my family and friends what we built.”

That’s music to Lajeunesse’s ears.

Born and raised in the nearby village of St. Ferréol les Neiges, which is home to the Mont Ste. Anne ski resort, he grew up in and around the garage/gas station that his grandfather opened there in 1941, and which his father, Roch, took over in the early 1970s.

“My brother Yvan and I literally

grew up in the garage,” recalls Lajeunesse. “Our dad used to change our diapers on the work bench between quarts of oil.”

After getting a college degree in industrial electro-mechanics, Lajeunesse, now 35 and a father of two, worked as a millwright at the Bridgestone/Firestone plant in Joliette for a decade – a dark period during which his father closed and sold the family business.

In 2005, however, Christian and Yvan decided to go into business together and bought a garage on a busy boulevard in St. Anne de Beaupré, just a kilometre from the famous basilica of the same name – the largest Catholic shrine north of Mexico.

Fueled by business from passing motorists, the sure-handed mechanical know-how of Yvan and the many new long-term maintenance contracts with public agencies and private companies that the energetic, smooth-talking Christian was able to land, the business was a success from the get-go.

In addition to adding two bays and two technicians, the garage became the first in the region to earn the Clé verte accreditation for environmental friendliness.

Last year, the Lajeunesse brothers acquired a local towing company and made their dad dispatcher. They also purchased the old family business, which they now use to store impounded vehicles.

Despite all the expansion, Lajeunesse says he had no trouble finding the time and energy to help out school kids – and maybe some future technicians. “It’s rare in our business to have a chance to give back like this to the community,” he says. “And when you think about it, we’re really helping ourselves by lending a hand to the next generation.”

ON THE

Skids

Electronic stability control relies on a bunch of sensors to do what drivers sometimes can’t do: control their vehicle.

By Jeff Taylor

M

y new GMC caught me totally off guard when I was going up a familiar hill on a damp morning recently.

I was accelerating normally when the rear end started to break loose. Before I could react, however, the StabiliTrak light started to flash, the RPMs dropped, and I could hear the ABS pump running and the solenoids cycling.

I never hit the brakes but my immediate reaction was to let off the gas… but by then the truck had already returned to the course I’d always intended.

Welcome to the era of electronic stability control or ESC. Almost before I lost control, I had it back again.

ESC goes by many different names, but the goal is simple: prevent skidding and the subsequent loss of control.

Whenever the wheels of a vehicle are sliding, their traction to the road surface is compromised… and crashes can and do result.

ESC anticipates dangerous situations even before the vehicle goes out of control. They’ve proven to be so effective, in fact, that the Canadian government has made ESC mandatory on new vehicles with a GVW rating of 4536 kg or less.

It is not new technology. Developed

by BMW, Mercedes-Benz, Bosch, and Continental Automotive Systems in the late 1980s, it made its road debut in 1995 on the S-Class Mercedes-Benz. Other manufacturers followed quickly thereafter.

GM/Delphi introduced StabiliTrak as an option on some Cadillacs in 1997. Ford launched its own version in 2000. And by the mid-2000s

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The basic parts of the ESC system: ESC controller, SAS, WSS, and G-sensor cluster.

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most manufacturers offered some form of ESC. Now that it has some miles under its belt, technicians are being asked to repair more and more ESC-equipped suspension systems.

ESC is a very complex system but many of the parts it uses have already been on the vehicle anyway. In a sense, ESC ties together a bunch of sensors and makes good driving decisions based on the data they provide.

The basic components that comprise the ESC system are: wheel speed sensors (WSS), steering angle sensors (SAS), yaw rate sensors, lateral accelerometers, brake pressure sensors, and a controller that uses algorithms to make the system function. It can be further enhanced with a longitudinal accelerometer and a roll rate accelerometer, but these have more to do with roll-over protection… and that’s a whole other story.

The wheel speed sensor, predictably, reports the wheel speed to the ESC module. Note, however, that there are two different styles of WSS. And they need to be tested in very different ways.

Passive WSS uses a magnet, and generates an AC current, so testing can be done using a DVOM to measure resistance (1000-2500 or 0.5V to 1.0V

AC spinning by hand) and AC output.

It’s currently the most common kind, but it appears to be losing ground to active WSS, which is more accurate and can measure wheel speed all the way down to a complete stop.

Active WSS requires special testing and usually some kind of scan tool (although there are some tests that can be done with a DVOM). It has to be to back-probed during testing and you’ll be looking for a supply voltage. Some Hondas, Acuras, and BMWs shut off the power supply if the sensor is disconnected, but it will come back if the sensor is hooked up and the key cycled.

The signal you’re looking for is going to be a square wave. (For more information on active WSS, see the October 2010 issue of Canadian Technician.)

The steering angle sensor (SAS) not only tells the ESC controller the position of the steering wheel, but how fast the steering wheel is being turned. The SAS is not just one sensor but a cluster which uses redundant methods to analyze up to three different sensor outputs.

The output of SAS and the way you test it depends entirely on the type you’re looking at.

An analog steering angle sensor has a power (5V reference), a ground, and a signal output. The output signal will be anywhere from 0V to 5V as the wheel is turned. Scanner values of 2.8V on one sensor and 0.4V on the other are normal when the wheel is in the straight-ahead position. (You can get the same value back-probing the connector.) The values should not match, just like TPS sensors on driveby-wire systems. You may also notice that the values go positive or negative as the wheel is turned.That’s normal.

A digital SAS is also known as “contactless sensors” because there’s nothing physically touching inside the sensor to generate an output. This sensor may be a Hall Effect sensor or an optical sensor. The output will be a digital signal and the frequency will

change as the steering wheel is turned.

Digital sensors usually have a third sensor that tells the ESC controller when the wheel is centered.The output will be 0V centered, and go high when the wheel is moved.

Finally, a CAN-bus SAS can be directly wired to the ESC controller using two-wire CAN output, or it can be wired into the CAN network of the vehicle. This style is diagnosed using a scan tool or by checking the voltage output on the CAN wire twisted pair if you suspect an issue. One of the CAN wires will toggle 1.5V to 2.5V and the other 2.5V to 3.5V. It is only possible to see if they’re communicating. You have no idea what is being said.

All SAS sensors require some sort of resetting or calibration. This can be done by using the self-calibration protocol (such as turning the steering wheel slowly lock to lock, and driving the vehicle over 28 mph), or it may require the use of a scan tool.

Microprocessor used inside the ESC control module.

Toyota has a special procedure that can be done using the DLC terminals and a jumper wire. (The procedure is fairly complicated so can I just say follow the manual? A scan tool is not needed.)

Remember, most manufacturers want the SAS reset following an alignment or steering wheel reposition, or whenever an ESC component is replaced.

A yaw rate and lateral acceleration sensor is a fancy name for a G sensor.

Essentially, it is just an electronic

gyroscope. The purpose is to sense a change in direction, either left or right. The ESC controller compares this information to the SAS input to determine if the vehicle is reacting the way the driver wants or expects it to.

Some complicated systems can incorporate the use of lateral (forward acceleration), transverse and rollrate sensors to fine-tune Most of these parts are already on the vehicle so ESC the system. These sensors was an easy add-on. can be an all-in-one design (sensor clusters) or they can be mounted brakes alone. Essentially, the ESC will individually on the chassis. start to drive the vehicle like a tank, to The yaw rate sensor will always be try to correct the skid. If the vehicle is low and in the centre of the vehicle so under-steering on a right turn, it will that its measurement is more precise. It apply the right-side brakes to assist in a may have standard wiring, or could be right rotation. The opposite happens if CAN-bus wired as a twisted pair, the vehicle is over-steering or fishtailing directly to the ESC module (this on a right-hand turn. It will apply the enhances reporting speed). Almost all G left or outside brakes to compensate to sensors (yaw, lateral, or roll rate) will allow the driver to regain control. need to be zeroed after replacement, to When any of this occurs, the driver is tell the ESC the neutral position. And, alerted with a flashing ESC light. The sorry, you will most likely need a scan driver may also hear the ABS tool to do this. The torque of the functioning, and may notice a decrease fasteners is also extremely important, as in power until the ESC has decided to is the location. give back control.

The ESC is the brains of this system ESC does not directly increase and its purpose is to decide if the traction or allow a driver to corner faster vehicle is in a skid situation. than the road and driving conditions If you’re a racer, it’s looking to see if allow, but it will supply better control of the vehicle is under-steering (“push,” the vehicle in most dangerous situations. for you NASCAR folks) or overRemember that this system has limits steering (“loose”). How does it do this? and that the basics – like tire tread and Well, in an under-steer situation, the pressure, steering components, and front wheels will be turning slower than suspension parts – all have to be the rear wheels. In an over-steer, they inspected and in proper working order turn faster than the rear wheels. With for it to work the way the engineers this information (gleaned from ABS designed it. sensors), combined with what it’s seeing in the yaw sensor data and SAS inputs, Jeff Taylor is senior the ESC will make some calculations technician at Eccles Auto and start applying individual wheel Service in Dundas, Ont. brakes to correct the situation.The ESC may cut the throttle back as well, if the situation cannot be corrected using the

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AAPEX WRAP-UP

What gets announced in Vegas…

The 20th annual Automotive Aftermarket Parts Exhibition (AAPEX) in Las Vegas last month attracted thousands of Canadian jobbers, shop owners, and technicians to see what’s new. Here’s just a sampling of what we found.

Rislone develops new fuel system treatments Two new fuel system treatments from Rislone are being billed as “5,000 mile fuel system tune-ups.”

Rislone Gasoline Fuel System Treatment and Rislone Diesel Fuel System Treatment both come in dual-cavity bottles with a patentpending disposable spout attached to the neck under the cap.

Also new from Rislone: • A full-line of six super-concentrated fuel additives. tinyurl.com/ct-aapex-349

New antifreeze for European applications CRP Automotive has launched three different formulations of Pentosin Antifreeze to cover a wide range of European vehicles. Pentosin is an OEM first-fill supplier of anti-freeze and other technical fluids for European vehicle manufacturers. The line is formulated for year-round use. Also new from CRP Automotive: • Ajusa Cylinder Head Bolt Program; • Rein ‘First Aid’ program • ContiTech accessory drive kits tinyurl.com/ct-aapex-354 24

CANADIAN TECHNICIAN DECEMBER 2012

Bosch completes fine wire spark plug family Bosch has introduced the new original-equipment design fine wire Double Platinum spark plug, which complements its OE fine wire Iridium plug launched in 2011 and the OE fine wire Platinum plug launched in March 2012. Also new from Bosch: • Flasher Pro Bundle reprogramming packages • Long Life Oil Filters • Updated MastertechVCI (M-VCI) scan tool • Expanded line of mass air flow sensors • Tech 2 Pro Optima scan tool package • Purolator Synthetic oil filters tinyurl.com/ct-aapex-323

F-M training vans to visit North American shops Federal-Mogul has announced a new in-market technical and product support platform featuring a team of ASE-certified specialists and sophisticated technical support vehicles that will be deployed throughout North America with the capability to reach thousands of automotive service professionals each year.The in-market support teams complement the in-depth technical training programs and materials available via Federal-Mogul’s awardwinning Technical Education Center in St. Louis. tinyurl.com/ct-aapex-001

Tenneco expands line of Monroe ride control products Tenneco says it is accelerating its “Continuous Launch” program in 2013 with a significant number of new Monroe shock absorber and strut SKUs as well as aggressive expansion of the Monroe Quick-Strut product line.The company also will expand its Quick-Strut production capacity for the tenth consecutive year. Also new from Tenneco: • Monroe ProSolution Brake Pads • Expanded line Walker catalytic converters tinyurl.com/ct-aapex-335

Mitchell 1 introduces SureTrack repair resource Mitchell 1 says its new SureTrack all-in-one repair information resource combines repair intelligence and expertise in a single online resource. It provides a short and direct path to the most likely repair for specific symptoms on a specific vehicle.The product is the result of an extensive collaborative development effort between Mitchell 1 and Snap-on. It is being described as the industry’s most comprehensive source of expert knowledge for professional technicians. tinyurl.com/ct-aapex-339

OTC throws light on the subject with Spectrum work lights OTC has launched a trio of waterproofgrade LED work lights equipped with a Lithium-Ion battery designed for making the technician’s work environment safer and more productive.The OTC Spectrum work lights provide 50,000 hours of light and are equipped with a hang hook, magnetic base, pivoting body, face light and a top light. tinyurl.com/ct-aapex-326

Delphi launches Auto IQ Service Solutions Program Delphi says its new Auto IQ Service Solutions program is a technicianfocused service and repair resource that includes scan tool, flash programmer, OE-based service repair information, ASE-certified support, training, and mobile eCatalogue. It operates on a PC-based platform and easily integrates into any workshop’s existing platform. Delphi also offers a compact, WiFi-ready, touch-screen tablet PC as an alternative to the handheld tool and in-house workshop operations. Also new from Delphi: • N.B. tech Ryan Mullin wins “Delphi Dream Shop” • Delphi wins first AAPEX “Telematics Challenge” tinyurl.com/ct-aapex-355

Matco borescope receives Innovation Award Matco Tools received a 2012 Innovation Award from Professional Tool & Equipment News (PTEN) for its PRO1000 Borescope. It was chosen as the most innovative product in the Inspection Tools, Lab Scopes category. Winners are chosen by PTEN’s panel of active and independent technicians, shop owners, mechanics and tool distributors, making the results a reflection of industry trends, product utility and end-user popularity. tinyurl.com/ct-aapex-002

Gasket-maker/sealant designed for transfer cases, differentials Permatex has developed a unique gasket maker specially formulated to handle drivetrain fluids. Its new Permatex Gear Oil RTV Gasket Maker is designed for use on transfer cases, differentials, and manual transmissions. Permatex says the new product can withstand the effects of today’s advanced synthetic and petroleum gear oils, which are known to destroy standard RTV silicones.

Also new from Permatex: • New packaging for aerosol products • One-stop automotive solutions website • PermaShield gasket dressing, flange sealant • RTV for high-torque, high-vibration applications tinyurl.com/ct-aapex-357

Airtex wins awards for diagnostic videos Two series of diagnostic videos for technicians, produced by Airtex Vehicle Electronics, won a ‘Best-in-Show’ award at the 2012 Automotive Communications Awards, held in conjunction with AAPEX.The company says the series are on track to exceed 3 million views this year. The videos also received the award for Best Use of YouTube, in both the business-to-business category, as well as the business-to-consumer category. The most recent video in the series examines “No-Code Misfire Mode 6 Diagnostics.” tinyurl.com/ct-aapex-003

Philips unveils new line of upgrade bulbs Philips Automotive Lighting North America has announced a new range of headlight bulbs that allows drivers to choose the level of lighting that best fits their driving needs and budget.

Philips Vision provides 30% more light, Philips VisionPlus offers 60% more light, and Philips X-treme Vision delivers up to 100% more light than a standard halogen lamp. Also new from Philips: • New LED Inspection Lamp • X-tremeVision LED Interior Bulbs • CrystalVision Ultra Headlamp Bulbs • New Headlight Restoration Kit tinyurl.com/ct-aapex-364 DECEMBER 2012 CANADIAN TECHNICIAN

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PRODUCT CENTRAL Synthetic motor oil

Steering and suspension Federal-Mogul has added 36 new part numbers, including 14 new control arms, to its line of Moog steering and suspension parts. Also included are 14 new control arms for a wide range of foreign nameplate and domestic applications, sway bar links, inner tie rod ends, strut mounts, ball joints, and coil springs for a variety of late-model applications. http://tinyurl.com/ct-prod-318

Heavy duty ATF

Amsoil has introduced a new 5W40 full-SAPS synthetic motor oil to complete its European car formula lineup.

Its full-SAPS formulation is said to provide excellent protection and performance in a wide range of vehicles. Specially formulated for European gasoline and diesel cars and light trucks, it is blended with Amsoil synthetic base stocks, premium additives, and broad viscosity ratings. http://tinyurl.com/ct-prod-312

Cordless impact

Shell Lubricants has introduced a new transmission fluid, specifically developed to meet Allison Transmission’s stringent TES-295 specification. New Shell Spirax S6 ATF A295 was developed in conjunction with the heavy duty transmission maker as a premium product for highway transmissions. The new fluid meets the viscosity coverage, sheer stability, oxidation resistance, corrosion resistance, and frictional requirements of Allison’s largest on-highway transmissions. http://tinyurl.com/ct-prod-316

Engine parts Mahle Clevite has introduced 95 new part numbers, including various types of bearings, cylinder components, filters, gaskets, engine timing products, and piston rings, as well as new turbocharger part numbers. The part numbers are available for a range of light vehicle and heavy duty applications. http://tinyurl.com/ct-prod-317 26

CANADIAN TECHNICIAN DECEMBER 2012

Snap-on says its new Snap-on 1/4-inch Square Drive MicroLithium Cordless Impact (CT625) is designed to help techs access tight spaces quickly and efficiently. It features a toggle-style trigger and cushion grip, 60 ft. lbs. of torque output, patented digital variable-speed toggle style trigger for precise control, and twin-beam headlights to illuminate the work area. A built-in brake stops the tool from throwing sockets and fasteners. http://tinyurl.com/ct-prod-311

Brake pads Federal-Mogul has expanded its Wagner ThermoQuiet brake pad coverage with premium pad sets for 20 additional foreign nameplate and domestic applications. According to the company, they feature Dynamic Noise Absorption technology – integrated into the pad to target and absorb vibration at the point of contact for quieter braking – and thermal-sensitive properties that adapt to the wide range of temperatures encountered during everyday driving conditions to help ensure superior stopping performance. http://tinyurl.com/ct-prod-308

LED bulbs TSB updates Mitchell 1 has added technical service bulletins (TSBs) provided by Gates Corporation to its ProDemand repair, diagnostic and maintenance information program to aid professional technicians as they diagnose and repair their customers’ vehicles. The integration is described as the first step of a larger strategy to provide additional information that helps get the diagnosis and repair done quickly and accurately. http://tinyurl.com/ct-prod-306

Philips’ new X-tremeVision LED replacement bulbs are direct replacements for selected incandescent miniatures.The company says this new line of LED miniatures provides automotive enthusiasts with the opportunity to add more style and increased illumination to their vehicle’s interior and exterior. They are said to deliver high power LED illumination and up to five times more light output while consuming substantially less energy. http://tinyurl.com/ct-prod-362

PRODUCT CENTRAL Fuel pump modules

Power steering filters

Eleven new fuel modules have been added to Delphi’s fuel-management portfolio, covering more than 3.7 million North American vehicles from 1999 to present. Where required, the fuel modules include integrated fuellevel sensing components. They also typically include a fuel vapor pressure sensor that detects leaks in the fuel tank or associated evaporative emissions components. http://tinyurl.com/ct-prod-338

Cardone has released new part numbers in its line of Magna-Pure in-line filters with built-in bypass technology. The company says the filters are proven to reduce customer comebacks by preventing steering system contamination. The line now includes an aluminum filter for 5/8” hoses, as well as a plastic value-

Belt hardware kit Gates has developed a tackle-box style kit with hardware that ensures repairs can be performed properly.The kit (part number 91051) includes different size

tensioner bolts, tensioner nut, 8mm and 10mm dust shields, 10mm and 12mm bushings for applications requiring reduced bearing inside diameter, alternator decoupler pulley cap, three long plastic elbows, and two short plastic elbows. http://tinyurl.com/ct-prod-336

Software kit Snap-on says the European Vehicle Software Kit for its Verus Pro scan tool provides everything needed to work on European vehicles such as for Audi, BMW, Jaguar, Land Rover, Mercedes, MINI, SMART, Volkswagen, and Volvo. It gives technicians access to deep coverage with codes, live data (PIDS), functional tests, module coding, relearns and adaptations. It also offers OEM-specific coverage for dozens of systems including engine, body, transmission, airbag, ABS, instrument, service lights, climate,TPMS, steering, chassis, and immobilizer. http://tinyurl.com/ct-prod-332

priced filter for 3/8” hoses. http://tinyurl.com/ct-prod-320

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DECEMBER 2012 CANADIAN TECHNICIAN

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CANADIAN TECHNICIAN DECEMBER 2012

continued from page 29

“Do I have to wear clean clothes?”

“I’d recommend it. And also shave; you’ll want to make a good impression.”

The new week dawned full of promise – until our first customer walked in. “Ropey Lewis, what are you doin’ here?” demanded Tooner. “You finally gonna spend some dough on that rusty bucket yer drivin’?”

Ropey stopped uncertainly in his tracks. “Well, yeah…

Linda was having some trouble on the weekend—” Tooner cut him off. “Yeah, figures. Ignore yer ride ’til the little woman gets stranded. I know your kind. Now gimme those keys and beat it. I’ll call you when it’s safe to come back.”

Quigley and I looked at each other. At that moment, Mayor Dewgood pulled into the parking lot, putting a big grin on Tooner’s face. He rubbed his hands together with glee. “Hot diggity! I always wanted to poke that political windbag where it hurts!” In a flash, he was out the front door and in the mayor’s face. We never did find out what Dewgood wanted.

The last thing we saw was the hind-end of his old Caddy burning rubber down the street.

“Ah, Tooner,” I said, as he came back inside. “I think the idea is to listen to the customer’s complaints, and then suggest a solution.”

“But I had my own complaints!” he protested. “And it’s his job to listen to ’em. If he wants my vote next time, he’ll start maintaining that vehicle properly.”

Quigley cleared his throat. “Generally, the customer determines how they want to spend their vehicle maintenance dollars.”

Tooner harrumphed. “Not in my shop they won’t. I’m the mechanic, and I know what’s best.” He slicked his hair back and scanned the parking lot eagerly. “Now, who’s next?”

Four hours later, Quigley and I were exhausted. Running after customers and calming them down was more work than I’d planned on, and it left me no time to do any actual repairs.

Finally I had to tell Tooner that public relations was not his strong suit.

Fortunately, he agreed. “Customers! You can have ’em! All they wanna do is cling to their wallets and cry like babies.” He stuck a screwdriver into his breast pocket and headed for the service bays. “From now on, I’m staying under the hood.”

As relative calm returned to the front office, Quigley ventured an opinion. “I’m not sure Tooner was designed to be in public view.”

I searched the top drawer for some aspirin. “You got that right. At least he got it out of his system.”

Quigley nodded. “Maybe he could be one of those ‘silent partners’ you read about in the financial magazines.”

Loud crashes and heated words emanated from the shop as Tooner got back into his groove. “Tooner has some great attributes,” I admitted. “But silence isn’t one of them.”

Rick Cogbill is a former shop owner turned freelance writer in Summerland, B.C. You can read more Car Side adventures in his book A Fine Day for a Drive, available at www.thecarside.com.

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Bars Products – Rislone............12 www.rislone.ca

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Matco Tools .............................31 www.matcotools.com 866-289-8665 Snap-On Tools of Canada ............2 www.snapon.com 1-800-734-2676 Tenneco Automotive....................4 www.monroe.com

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WorldPac .............................8, 32 www.worldpac.ca 800-463-8749 DECEMBER 2012 CANADIAN TECHNICIAN

29

The Car Side

By Rick Cogbill

Succession Depression Grooming the next generation of ownership at Slim’s garage could take the rest of Slim’s career!

There are some definite benefits to owning your own business, but today I couldn’t remember a single one.

“Ain’t you done yet?” asked Tooner, chewing on a toothpick. “I gotta wash down the floor, an’ I don’t wanna flood you out.”

I leaned on my shovel. “How nice of you to care. Are you offering to help?”

My crotchety senior technician surveyed the muck and mire around me – cleaning out the oil separator is never a tidy job. “Naw, you’re doin’ just fine.

Just a little slow, that’s all.”

I gritted my teeth and went back to work. Tooner’s running commentaries can be irritating, but the next thing out of his mouth really caught me off guard.

“So… what’s gonna happen when you drop dead?”

I stopped shoveling and stared at 30

CANADIAN TECHNICIAN DECEMBER 2012

him. “Excuse me?”

“You know, when yer gone.” He waved the toothpick. “Okay, maybe you won’t kick the bucket any time soon, but someday yer gonna wanna move on.What’ll happen to the shop then?”

“Are you talking about succession planning?”

He shrugged.“Is that what they call it?”

“Yes.” I climbed out of the oil pit.

“What brought this up?”

Tooner shrugged again. “I don’t know. Just wondered what it’d be like to own my own shop.”

I sat down on a stack of old tires.

“Are you sure you’re up to it? Dealing with customers has never been your strong point.”

Tooner bristled indignantly. “Hey, I can handle any idiot you throw at me.

So long as they shut up and pay their

bills, we’ll get along just fine.”

I sat there for a long while after Tooner left. I’d read once that in an ideal world, succession planning begins the first day you open your business.This was the first time I’d given it any real thought.

A few days later,Tooner and I went for breakfast to discuss the possibilities. After ordering up the morning special at Rolph’s Diner, I made a suggestion.

“Before we get too serious, how about a dry run? Let’s see if this is really your bag.”

Tooner picked up a burnt sausage and gnawed on it. “What have ya got in mind?”

I stirred my soggy eggs around the plate. “Starting Monday, you spend the mornings up front with Quigley and I’ll fill in on the bench.”

“Shouldn’t be too hard. “ He paused. continued on page 29

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