Canadian Technician November 2012

The Lure of

Big Money Publication Mail Agreement #40063170. Return postage guaranteed. Newcom Business Media Inc., 451 Attwell Drive, Toronto, ON M9W 5C4

Stopping the flow of techs into other industries

ALSO: ■ Servicing hybrid brakes ■ What’s next for aging technicians?

■ Alberta shop wins North American award NOVEMBER 2012

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contents

Canadian Technician • November 2012 • Vol. 17 No. 9

FEATURES The lure of big money ....................................................18 Some shop owners have lost their best technicians to industries that pay better. How can you stop this from happening at your shop?

How to stop a hybrid ......................................................21 Noisy brakes plague hybrid vehicles just as they plague any other vehicle on the road. But fixing hybrid brakes takes some special tools and procedures.

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COLUMNISTS Management S.O.S. By Kelly Bennett ..............................16 The Car Side By Rick Cogbill..............................................30

DEPARTMENTS

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Service Notes.................................................5 Letters ............................................................7 Out & About .................................................10 Eye Spy.........................................................11 From Our Forum ..........................................15 Products.......................................................25 Ad Index .......................................................29

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SERVICE NOTES

Is your licence worth $100 a year?

VOLUME 17

NUMBER 8

Ontario’s new College of Trades will charge way more for a licence… but will it offer way more value?

451 Attwell Drive, Toronto, Ont. M9W 5C4

Premier Dalton McGuinty’s surprise announcement in October that he is stepping down has thrown an element of uncertainty into Ontario politics. But it’s unlikely that his government’s College of Trades will not go ahead as planned in 2013.

The foundation has been laid for the college to assume responsibility for skilled trade apprenticeships in Ontario and, despite loud opposition from tradespeople and McGuinty’s political foes, it appears ready to launch without hint of apology, hesitation, or delay on January 1.

That’s frustrating for technician Tim Ridley of Burlington, Ont., who counts himself among the college’s most vocal dissenters.

Ridley has been something of a oneman protest band in recent months. He’s visited dozens of shops to let his colleagues know what is being planned, and how loudly they should complain.

He has spoken with television reporters, newspapers, and trade journalists, decrying the College of Trades as a senseless money-grabbing bureaucracy stocked by pencil-pushers and patronage appointments. He has even convinced his boss, Colin Lucarelli, owner of Lucarelli Auto Tech, to invite politicians and news crews to the shop to help spread the word that the college is a bad idea.

What’s got Tim most upset – and many other technicians too – is the dramatic jump in licensing fees from $20 a year to $100. Owners like Colin are also being hit for an additional $600 to $700 a year.

As for what they’ll get for their money, well, that’s not really clear.

There’s a lot of talk about promoting skilled trades among young people, eliminating gender bias so more women enter the trades, and fast-tracking the licensing of immigrants with qualifications from other countries. But really there’s nothing new there. In a very real sense, the college appears to be reinventing the wheel.

There was also some talk about offering group discounts on some professional services, and developing a disciplinary process to weed out the bad apples.

But if the College of Trades really wants to justify the fee increase, it’s going to have to get a lot more creative than that.

For example, if part of their mandate is to improve the image of skilled trade workers, perhaps we need to talk about mandatory recertification. Our licence would mean more if we were required to keep up with technology.

Or what if they used our licence fees to increase enforcement of licensing rules. Shut down illegals and the backyarders. Fine the owners of auto repair shops that are operating without properly licensed people. That would certainly be worth $100 a year.

Or what if the college offered ongoing training – not just to apprentices but to journeymen? A lot of colleges and universities seem to be underutilized these days. We could sure use them as training facilities.

Or how about a program designed to help licensed techs mentor apprentices?

Quite frankly we’ve been guilty of scaring young people away from this trade.We’ve been our own worst enemies when it comes to getting new people into the industry, largely because we don’t know how to pass on the skills we’ve learned.

What about cracking down on the number of people who challenge the licence exam after years of working without credentials or classroom training?

What about doing more to reduce the attrition rates of apprentices? Too many quit before they reach full qualification.

If we have to pay more money for our licences – and it looks like that’s a foregone conclusion – at least we should get value for our buck.

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

“The Lure of Big Money”

By Wayne Moore

NOVEMBER 2012 CANADIAN TECHNICIAN

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LETTERS LUG NUTS SHOULD ALWAYS BE CLEAN AND DRY Good article on changing tires (Wheel Lessons, April 2012), except for the recommendation to put never-seize on the wheel nuts. In Ontario, it states that lug nuts and studs should be clean and dry.

We have also found lugs can be overtightened and stretch the studs if they have been lubricated.

G. Oltsher Barwick Service Barwick, Ont.

THE OTHER ISSUE IS STRETCHED THREADS I’ve heard both sides of the argument on wheel stud threads: clean-and-dry vs lightly lubricated. Currently, we’re sticking with the clean-and-dry method, retorquing after 80 kilometers. But that brings up another question. When a wheel bolt is torqued properly, it “stretches” the threads. Each time a bolt is stretched it must cause metal fatigue.

What we need to know is how many times can a wheel stud be “stretched” before the stud will fail.This would happen even if all the proper procedures and a calibrated torque wrench were used. In theory, this failure could happen during wheel installation or any time after wheels installed.

—Anonymous

CUSTOMERS DON’T COMPLAIN ABOUT FEE TO CLEAN RIMS I just wanted to congratulate Ken Hart on an excellent article on wheel corrosion.

This is something that we are very strict about in our shop. Not a single wheel goes back on the car without the corrosion being cleaned. The last thing I want is to have a wheel come loose just because I was too lazy to clean the rim.

We charge a flat rate of $5 per rim and have never had a customer complain yet about having to pay the extra.

Frank Wiebe Wiebe’s Wheels Aylmer, Ont.

YOUNG TECHS OFFER FRESH PERSPECTIVE ON OUR INDUSTRY I often find myself wondering if youth and a career in automotive repair and service are compatible. Sometimes it seems like they are oil and water.

This is a trade that values – and demands – experience. So much so, in fact, that many consider youth to be a handicap. But I think people should look at the contribution of the young in a different light.

When people get frustrated with a difficult project or assignment, a common practice is to walk away and come back later so you can take another look at it with a “fresh” set of eyes. Let’s think of the “young guns” of this automotive industry as those with a fresh outlook.

I started in this industry at the age of 18. Now I’m 26. Many times in those eight years, I’ve faced feelings of doubt – my own doubts about my abilities, as well as the doubts of my customers. A lack of confidence and encouragement can be very discouraging to a young tech facing the daunting task of becoming proficient in this trade. Not only do we have a lot to learn about fixing vehicles, but we have to overcome the doubts of our more experienced peers.

I’ve recently begun to realize that youth is an advantage in this game.

Youth is an ace up the sleeve. The biggest hurdle in most situations is to conquer the fear of the unknown and embrace the willingness to change. As young technicians we have the fresh set of eyes to do just that.

I often find comfort in stories about historical figures who inspired people in the face of unimaginable odds.

Winston Churchill, for example became Prime Minister of England during one of the country’s darkest hours, when it stood alone against Germany. Churchill inspired the free world with great speeches of never surrendering and fighting on.

Requesting aid from the United States, he said, “Give us the tools and we will finish the job.”

These words echo through the pages of history… and I sometimes relate them to the plight of young technicians. In a constantly changing trade, struggling with training issues and the constant challenge of understanding ever-more complicated machines, we call on the independent automotive industry as a whole to give us the tools and we will finish the job!

Matt Armstrong Sussex Corner, N.B. NOVEMBER 2012 CANADIAN TECHNICIAN

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LETTERS

WE NEED HIGH STANDARDS OF CUSTOMER SERVICE

YOU CATCH MORE FLIES WITH HONEY THAN WITH VINEGAR

Yelling at a customer is never acceptable... no matter what the reason (Editorial, September 2012).

And the use of a customer’s car for any activity other than test, repair, and diagnosis is unacceptable in every way. This should never happen! As professionals, we need to set high standards of customer service and care. That starts with treating them how we’d want to be treated.

What incredibly bad form for an owner or service manager to not simply pay the paltry parking fine (Editorial, September 2012)!

There is no substitute for good manners. Yelling is simply out of the question. There’s an automatic chemical response in the brain when voices are raised. A simple disagreement can escalate quickly.

It’s never a good thing.

Your Grandma was right. If you don’t have anything nice to say, don’t say anything at all. If your customers don’t feel they’ve been treated with respect, they won’t be back, no matter what level of technical service has been provided. Money matters may cause them to complain to others, but lack of respect will prompt them to shout it loudly into the wind. Your business will lose out every time.

We’ve just received our third nomination for the Better Business Bureau Ethics Award for South Alberta. We won last year, over all other small businesses in our area, and we hope to do so again in 2012 by continuing to listen to our customers, and meeting their expectations.

Clara Hooper Member, CT Advisory Panel Buny’s ‘n’ Bugs Chilliwack, B.C.

DISPUTES IN THE SHOP SHOULD BE RESOLVED PEACEFULLY I can’t believe that a yelling match would happen over an alleged parking ticket (Editorial, September 2012). If the shop is guilty, that customer certainly deserves an apology!

There have been instances where customers have yelled at me in the past, even one poking me with his finger. In every instance, I have removed the customer from the office and used stern but polite words warning them that aggressive behavior is not tolerated.

I refuse to deal with anyone who is not intelligent enough to resolve matters peacefully.

To date I have lost only two of these customers. The poking guy was not a real loss, but the other was a failure on my part. One customer who came in yelling one time is now a friend... we laugh about it now.

Matt Martel Member, CT Advisory Panel Lebrun Service Centre Ottawa, Ont.

8

CANADIAN TECHNICIAN NOVEMBER 2012

Bev Kaltenbruner Member, CT Advisory Panel Harold’s Auto Service, Lethbridge, Alta.

A CUSTOMER’S CAR IS NOT FOR PERSONAL USE I’ve been in this business since 1977 and I’ve never had an argument with a customer that couldn’t be resolved. As far as using a customer’s vehicle to pick up coffee, I’ve disciplined employees for that.

It is simply not right to burn a customer’s fuel for your own purposes.

I tell them it would be no different

than if they brought a boat in for service and they later saw it out on the lake on the weekend. It is just not right!

Fred Mekers True Value Automotive Sudbury, Ont.

TAKING THE HIGH ROAD IN DISPUTES EARNS YOU RESPECT In 35 years of automotive service, I’ve been spat on and shoved. Cigarette smoke was blown in my face. And my bald head was slapped. (They came up from behind me and thought it would be funny!) In all those cases, when I was ready, willing, and able to satisfy an overwhelming urge to “strike,” I chose the high road, maintaining my composure and professionalism. Hopefully it earned some respect from those close enough to witness these “shenanigans.”

Giving good service requires a large dose of patience because challenges will arise daily.

Brian Baier Service advisor Brampton, Ont.

I’LL TAKE THE CUSTOMERS THAT OTHER SHOPS ARGUE AWAY It’s sad that an automotive service manager isn’t educated enough to know any better than to engage a customer in an angry dispute. But every profession has some of these types.The only good part about situations like this is that these clients end up at my shop.

—Anonymous

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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OUT & ABOUT

Canadian shop wins AAIA award Automotive Aftermarket Industry Association names Gustafson’s Auto Clinic of Athabasca to the “Head of the Class.”

By Allan Janssen Gustafson’s Auto Clinic Inc./Tirecraft in Athabasca Alta. has become the first Canadian shop to win the Automotive Aftermarket Industry Association’s prestigious “Head of the Class” Award.

The award, introduced last year at Automotive Aftermarket Industry Week in Las Vegas, recognizes automotive companies that invest in continuing employee education and training.

“This is a real honour,” said Stacey Gustafson, owner of the five-bay shop with her husband Kevin. “We are thrilled.”

She attributes the company’s recent successes to training by the Automotive Aftermarket E-Learning Centre (AAEC) and its Business Evaluation Support & Training (BEST) program.

“The training and coaching and guidance has made a tremendous difference for us,” she says. “We’ve been involved with BEST for three and a half years and in that time we’ve seen huge strides in our net profit.”

In fact, Gustafson’s has won the BEST Award – open to all BEST shops in Canada – two years in a row.

The AAIA’s Head of the Class program, however, is open to shops across North America, and is presented at a special ceremony during the Automotive Aftermarket Parts Exposition in Las Vegas. The nomination form for the award is some 18 pages long, covering many aspects of the business, and asking a lot of questions about management strategy, training, and the return-on-investment in these areas.

Stacey says all staff members – including the four technicians and two service advisors – are fully onboard 10

CANADIAN TECHNICIAN NOVEMBER 2012

The Gustafson’s crew. From left to right: (back row) Garry Lewis, Kevin Gustafson, Stacey Gustafson, Christopher Davis, (front row) Jeff Creaser, Steven Farrell, Jayson Roberge, and Justin Nicholson.

with the education and management strategy they’re learning through the BEST program.

“The whole process of improving our shop was very scary because it goes out of the norm of the way independent shops typically work,” she says. “One of the first things we tell new clients now is, ‘We do things a little differently around here.’ We had to retrain our clientele that they couldn’t just drop in any time. We book appointments the way golf courses book tee times.”

Stacey says AAEC’s staff, like Bob Greenwood, Rui Martins, and Rob Ward, work with them every step of the way.

“Having them come in three or four times a year for an onsite evaluation is really valuable because you can talk all you want in a classroom situation, but when you put new processes to work in your own business, that’s where things gets a little tricky,” she explains. “Having them work with us made it very clear to us how things should run.”

Part of the transformation of the shop involved the loss of a lead technician who had been with the company for 18 years. He was replaced with a highly-trained Ford technician who had done his apprenticeship at the

shop but who had left after a fire devastated the business in 2003.

“It’s very important that your staff believe the philosophy, understand the processes, and be completely engaged,” says Stacey. “The guys are now fully on board and we’ve got a great staff in place. There’s a real family atmosphere.”

The Head of the Class award is administered by the AAIA’s Education Committee. Winners are selected based on their education and training practices, including what prompted the investment, the type of training taken, the company’s goals, the results of the training, and the company’s plans for the future.

A winning company is named in each of six automotive categories. This year’s winners were: The Timken Company (large manufacturer), Gold Eagle Company (mid-size manufacturer), Automotive Parts Headquarters (warehouse distributor), CrowBurlingame Company (jobber), VIPParts, Tires & Service (retailer), and Gustafson’s Auto Clinic, Inc./Tirecraft (repair shop).

Read the full story at http://tinyurl.com/ ct-gustafson

OUT & ABOUT

New repair chain ‘set for growth’ A concept drawing for Grip Auto & Tire franchise shops

A fledgling chain of repair shops aims to make tire sales easy and profitable for independent repair shops.

Grip Auto & Tire has five locations in the lower mainland of British Columbia. Company president Dean Washington says the goal is to have 50 locations in five years.

Washington, an automotive publisher with titles that include RPM magazine, Performance Plus, and Trucks Plus, started the company with Mort Koch, a veteran of the tire industry in Canada.

“We’re bringing the tire sale to the independent repair shop,” says Washington. “In the past, local independent repair shop have sold tires but not in a meaningful way.”

He says the company provides

EYE SPY

independent shop owners with proprietary software to make tire sales faster and easier. It also provides a wide range of management resources, developed by shop owner Russ Hudson of Hudson Auto Care in Langley, B.C., including workflow systems, loyalty rewards program, and roadside assistance through a third-party provider.

“We’ll shortly be bringing in a call centre so that a centralized person will do all the follow-up calls, as well as booking the next appointment,” says Hudson. “That will be the foundation of a maintenance program aimed at keeping customers coming back.”

Washington says the company was designed to expand nationally. Read the full story at http://tinyurl.com/ ct-griptire

Rotten frame

Ben Gaultois, a journeyman technician at Veitchs Ultramar in Cornerbrook, Nfld., recently came across a vehicle with the right rear corner riding noticeably low. As he started to lift it, the low corner of the vehicle stayed on the ground. The chassis had been completely eaten through by corrosion.

“The only thing holding it all together was the shock,” he writes. “Now that’s a car that shouldn’t be on the road!”

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

NOVEMBER 2012 CANADIAN TECHNICIAN

11

OUT & ABOUT

Dealerships adopting new strategies: CARS speaker

By Allan Janssen

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Dealership service departments are slowly figuring out how to operate in a recovering economy, says a leading consultant to automakers.

“Dealers are starting to get it, and this should be of concern to you,” Larry Edwards told an audience of independent shop owners at the Congress of Automotive Repair and Service (CARS) in New Orleans last month.

“Dealers are slow to respond,” he said. “But when they decide to respond to something they can be very fast. They have the capital and they have the resources to change things if they want to.”

Edwards, chairman of Edwards & Associates, said dealerships across North America are now responding to a dramatic recent loss of marketshare in their service departments with new strategies like increased hours of operation, improved valet services, emergency road service, oil changes for life, and rewards programs.

Perhaps the biggest threat to the independent aftermarket, he said, is the growing adoption of customer retention statistics as the key benchmark for success.

“Manufacturers are placing less emphasis on customer satisfaction scores – which is what it looked at primarily since the early 1980s – and starting to focus now on customer retention,” he said, citing Nissan and Toyota as companies that are now tying all their manufacturers’ incentives back to customer retention. Other car companies, like BMW, have made customer retention the cornerstone of their marketing efforts.

“They’re not looking at CSI scores,” he said. “They’re still measuring them but all of the factory incentives, all of the discounts, and earn-backs are tied to (a dealership’s) ability to keep customers coming back.”

Edwards said the strategy is a response to recent changes in the industry – particularly the closing of 5,000 dealerships in the U.S., the loss of some 50,000 service bays, and a dramatic reductions in staffing and salaries.

“The consequence of reduced staffing levels is you have less time to spend with every customer,” he said.

He said the many surveys and assessments his company has conducted for OE manufacturers have revealed significant flaws in service department performance.

Among them: customers are not greeted promptly, they’re not kept informed about work on their vehicles, questions go unanswered, and phone calls are not returned.

“Dealers treat everybody like they’re captive customers when they really aren’t,” he said. “But with the manufacturers switching from customer satisfaction scores to customer retention, the dealers are starting to spend more time with their service, parts, and collision managers going, ‘How can we keep these people coming back.’”

Edwards’ session was part of the Mechanical Management Symposium, a six-hour educational program led by Chris “Chubby” Frederick, of the Automotive Training Institute.

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FROM OUR FORUM

Aches and pains Our Forum members discuss the inevitability of aging… and the options for techs who can no longer turn wrenches for a living.

I’ve been a technician for the last 30 years, but now my body has had enough. What jobs are out there that don’t involve wrenching or taking customer abuse?

—Postman

Your options are pretty limited unless you have some other marketable skill. I imagine you’re in your 50s, so retraining may not be practical. If you’re an employee, consider visiting a doctor about your worn-out body parts, and filing a workplace insurance claim. If the doctor feels your condition is entirely work-related, you’ll get the pain meds and physiotherapy covered.

—McWrench

I’ve been a licensed tech since 1989, and two years ago worker comp said I was broken enough to do something else. Now I work with a garagerelated tool and chemical company. I never thought I’d have anything to do

with sales, but it’s not so bad. Physically speaking, it’s night and day.

—JoeSpark

I’m 62. I earned my journeyman ticket in 1973. My back hurts and my rotator cuffs are screwed. But I don’t see me stopping anytime soon.

Put your purse down and cowboy up!

—grampyjim

I can relate to having wornout parts. This is a physically demanding trade for most of us.

—fatchuk

I got into this biz in 1969 and earned my journeyman ticket in 1973 also. Up until August 2011, I was like Grampy, running on all eight with just a few aches and pains. I was taken down by a Dodge Durango rear diff.

I’ve had time off and lots of physical therapy, as well as a couple of steroid pain blocks shot into my lower back to keep me on my feet. The company I work for has been good and I now hold one of the coveted “floating manager” positions. It’s 40 hours a week, no weekends, a company credit card for gas, and authority over a couple of stores.

—canuck623

There are other avenues to consider. Teaching this trade would certainly be one. Moving from the bay to the back counter could be another option. Some guys can turn wrenches into their 70s. Others find that their body gives out before 30. Each of us is different and each of us will have to decide when to say ‘uncle.’

—MaritimeStorm

This trade is so backwards.We buy our own tools with hardly any tax benefits. We have a trade that is changing daily. We mostly pay for our own training.We work long hours.We end up working with no pension.

There are threads on this forum about a national trade association and about the need for a union. This tells me technicians are getting frustrated. I hate unions as much as the next guy.

But a national association that would tie the techs together and change what needs to change might be something we should all look at! You never know; one day there might be a pension for techs!

—CT@ProudToBe

The top pay for assembly line workers at GM in Oshawa is $34 an hour. And they get a dental plan and a pension as well. Why on earth would you be against unions?

—Rob@NanaimoYachtService

I had to give up the wrenching about 10 years ago. The back and the ankles were battling each other to see which could hobble me first. It was a good run but it does come to an end for some of us. I became the full-time service manager. Being the owner of the business, I guess that move was a foregone conclusion. But I have to tell you, I’d rather be in the shop.

—Cyril

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.

NOVEMBER 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.

THE FAIRNESS INSTINCT THERE’S NOTHING WRONG WITH GETTING PAID A FAIR WAGE FOR A GOOD JOB… IN FACT, IT IS CRUCIAL TO THE SUCCESS OF YOUR BUSINESS.

DEAR KELLY: Yesterday a customer and I were chatting at the front counter.

She’d arrived before her car was ready, and we ended up looking at holiday pictures together. We were laughing and having a great time. But when her car was finally ready, I felt really weird about presenting the bill to her. It was awkward going from “friend” mode to “business” mode. I found myself wishing I could reduce the bill.

Not that she was complaining at all. She paid without a second thought and was on her way with a smile. What’s wrong with me?

Do I lack the killer instinct for business? —Erol

DEAR EROL: In a word, yeah.You’re missing the killer instinct.

But don’t worry. That’s a good thing.

What you really want in business is the fairness instinct… and I think you have that, even if sometimes you’re confused about what’s fair and what’s not fair.

I think sometimes you’re overly kind to your customer, and you end up being unfair to yourself. And when you’re unfair to yourself, you’re also being unfair to your employees, your loved ones, and your business as a whole.

So the question really is why do you 16

CANADIAN TECHNICIAN NOVEMBER 2012

sometimes suppress your fairness instinct?

I’m sitting on a plane right now. I enjoy being productive during flights! I love to open my laptop and get caught up on emails and review my key performance indicators. But I’m actually on my way back from a management meeting, and it’s left me feeling rather contemplative.

We ended up talking about what we most liked and disliked about our businesses. It was déjà vu all over again for me. That was the topic of the very first management meeting I went to over 20 years ago! At the time I was pretty new to group meetings and I remember I was very keen to hear what everyone would have to say.

The answers back then were just about the same as the ones I heard today. It was like I was listening to a recording from that long-ago meeting!

And with 18 different shop owners from all over the country, you’d expect we’d have a wide range of answers. But we were surprisingly in sync with each other. Almost everyone said the best thing about the business was the customers. They genuinely loved getting to know them and helping them. Contrary to what many people believe about the automotive repair and service business, we seem to be an industry made of people pleasers. We actually like serving people.

The worst part of business, on the

when we tell them what needs to be done.They don’t even balk when we tell them how much it’s going to cost. Yet I know that countless times I’ve been nervous, almost to the point of paralysis, about collecting the money. I can tell a customer – especially a good, repeat customer – what’s wrong with their vehicle, and what we have to do to fix it.

But I struggle with telling them how much it’s going to cost. And yet, when I finally blurt it out, they often smile and say, “Oh, is that all? I was worried it might be a lot more than that.”

Weird, eh?

It was such a common theme at our meeting that I started to wonder, as you did, if we are missing “the killer instinct.” We like our customers so much that we it feels wrong to take

looking at holiday pictures with a customer. There’s a real connection there! Heck, just last week, as a customer was walking out the door, she said, “I love you guys!”

And while we were thinking about that, one shop owner, Stephanie, made a comment that brought the room to an almost eerie silence. ‘’Our customer’s trust us,” she said,“so why don’t we trust ourselves?” Someone actually said, “Amen.” To me, it was the best comment of the evening.

The vast majority of our customers do trust us.They believe us when we tell them what problems we’ve found with their vehicles. They accept our diagnosis

their money. It feels greedy. It feels like we’re telling them how much money we want to take away from them.

This is absolutely the wrong way to look at it… and I truly think this is the biggest issue facing smaller independent shops, the “mom and pop” shops.

The most common comment about what we dislike about the business is not getting paid enough for our hard work. Whose fault is that? Do our customers refuse to pay a fair price for auto repair? Or are we afraid to ask the fair price? Do they refuse to pay us what we’re worth? Or are we afraid to tell them what we’re worth.

I know owners who have had to

Larry Dickison

other hand, was “not making enough money.” Given the amount of work, the long hours, and the ongoing commitment to the business, we feel underpaid.

My theory is that those two answers – the thing we like most about our businesses, and the thing we like least – are strangely related.

Let me explain. Not only is it clear that we love our customers, but they love us too. Seriously! When you think about it, the reason they come to us is threefold: they know us, they like us, and they trust us.

We heard dozens of stories about how comfortable our customers are with us. They send us thank you cards, they bring in cookies, they drop off Christmas gifts. You yourself spent time

swipe their own credit cards to make payroll. Does that make any sense at all?

At the end of the evening, the facilitator told us something simple, yet profound.

“Our goal is actually quite simple,” he said. “We need to get paid the right amount for everything we do.”

Here’s the way I look at it: in football you have defensive players and offensive players. Sometimes, when a defensive player makes an interception, or picks up a fumbled ball, he has to set aside the defensive mindset. He has to immediately become an offensive player. He’d be letting his team down if he stuck with his defensive mindset.

We also have to play offense and defense in our business. I shutter to think how many times, when I was struggling to pay bills, I gave a customer 10 or 15 percent off his bill, for no better reason than to look like a nice guy and maybe earn future business.

Only later would I realize I’d given away the profit from the job. That kind of kindness can ruin my business!

So, Erol, the meeting brought me back to one of the simplest rules of business. We have to get paid for everything we do… and get paid the correct amount!

I still remember taking a particularly big cheque to the bank and then going back to the shop to pay some bills. It was so fulfilling to get these bills dealt with. It was fun even, for one simple reason: I was able. I had the money because I’d been paid properly for the work I’d done.

Well, this flight has gone by quickly!

It’s seat belt time. Scott is picking me up at the airport. He wants to take me for a burger. I always stop him from paying when he wants to do that. Tonight I’m going to keep my wallet in my pocket and put my pride aside. Why should I deny him of the feeling of doing something for someone else?

—Kelly 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.

NOVEMBER 2012 CANADIAN TECHNICIAN

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The

lure of

big money

Some industries are pulling out all the stops to entice your best employees to leave you… What can you do about that?

By Allan Janssen It’s every shop owner’s worst nightmare.

You get to work and no techs show up.

They’ve all taken jobs in another industry, where their starting wage is higher and they got a four-figure signing bonus and a generous moving allowance.

It happens. A lot.

“B.C. is losing work force to the north and east like crazy,” says Leslie Simpson, of Simpson Auto in Chilliwack, B.C. “One tech told us he’s getting $35 to start a job servicing fire equipment – something he knows nothing about,” she says. “Others are going to Fort McMurray where salaries are impressive and work is plentiful.”

She knows of three technicians who recently picked up and moved to Sparwood, B.C. where mining operations are paying top dollar.

“Now I know what the pioneers felt like when the rumour of ‘gold in them there hills’ tempted them!” she says.

But like other shop owners who face that threat, she believes the best defense is a strong offense. Treat your employees well and they’ll be less likely to be lured away by the promise of big money elsewhere, she says.

“I talk to my guys regularly,” says Mike Bealer, owner of Caliber Automotive in Edmonton, Alta. “I keep the lines of communication open. If there’s an issue like that, I need to know about it. If they’re thinking of moving on, I want to know what the reason is 18

CANADIAN TECHNICIAN NOVEMBER 2012

Mike Bealer says he chats to his technicians regularly to find out what their plans are. “If they’re thinking of moving on, I want to know what the reason is and what can I do about it. If it’s something that’s out in left field, well, OK, thanks for letting me know. I better start my search now.”

and what can I do about it. It would definitely be challenging for me. It’s not easy to replace good technicians.”

But Earl Reimer, owner of Renfrew Auto Service in Calgary, Alta. has learned that preventing that kind of catastrophe starts with hiring people who probably wouldn’t be lured away in the first place.

“You’ve got two kinds of people,” he says.“There are those who are willing to go north like that, and there are those who are settled in right here, with family and homes.”

Todd Eskow, owner of Computerized AutoPro in Edmonton, Alta. agrees.

“Families make a huge difference,”

he says. “The young single guys? Who knows. But once you have a family, with kids, and a home, you’re far less likely to move far away, even for bigger bucks.”

“This is a huge issue in Alberta,” says Garth Doupe, a Canadian Tire technician in Vegreville, Alta. He knows several techs who moved to the oil patch because it pays three times what they were making… and that was just the starting wage.

“What the poachers don’t say, however, is what all that cash costs: long hours and reduced family time,” he says.

In Nova Scotia, the big lure comes from a recently announced ship building contract worth $25 billion

over the next 20 years.

Motors in Surrey, B.C., Timothy Flemming of believes that very few techniHarrietsfield Auto Service cians jump ship just because of in Halifax, N.S. says in his money. neck of the woods, it has “They jump because of turned more than a few perceived lack of respect, poor heads among automotive working conditions, demanding technicians. work hours, poor shop “I know several people equipment, the kind of cars looking into trading in they’re being forced to work their spark plug sockets on, or lack of training.” and filter wrenches for a “Flexible hours and work course in welding or schedules help a lot. Make pipefitting,” he says. sure you’re open to new ideas “We were blindsided in equipment and diagnostics. when one of our techni- Some recruiters go to training courses to find new employees because Listen to your employees cians was lured away, with that’s where you find the best workers. “I lost a good tech this way,” says before making decisions. little notice, into the Cyril Barry, of Westside Auto Repairs in Maple Ridge, B.C. Don’t just dictate,” he says. “To welding industry,” says Bev survive in this business it can’t Kaltenbruner, of Harold’s be ‘us versus them.’ If you Auto Service in foster a team atmosphere Lethbridge, Alta. “Since where employees are happy, then we found and lost high wages usually won’t two great technicians – entice them to leave.” one to the oil patch and Tom Hines, a technician at one back to the land of flat Fountain Tire Richmond, in rate at a dealership.”

Vancouver, B.C., confirms that Now she has a threethe culture of a shop plays a point plan for keeping big part in a technician’s good workers: talk to them decision to stay. a lot (and act on their “The bottom line here is concerns), make their that if you are paid fairly, you work easier by removing like where you work, and your unnecessary stresses, and shop manager makes you feel offer good training and the Todd Eskow looks for technicians who won’t be hired away by industries needed, you won’t go,” he says. latest equipment to satisfy where they work fast for big money. He wants technicians who aren’t clock- “We all have families and focused but quality focused. “If a tech makes the three-month mark here, the best technicians. feelings. Most of us want our Sean O’Gorman, of they’re probably going to stay here.” shops to do well and we want Glenn’s Small Car Parts and to enjoy our time at work.The Repairs in Courtenay, B.C., also had to up things that cannot be matched by shops out there that are doing well are “take a hard look” at how he treats and the big boys.” the ones where the tech and compensates staff after losing his entire He’s talking about things like flexible management feel like family to one crew to another employer. scheduling, weekends off, unique another. Make your employees feel like “I got rid of flat rate and I now pay incentives, and team-building outings they’re part of the business, pay them a some of the best wages in the area. I away from the shop. fair wage, and treat them like family, and allow flex time. I pay whatever benefits “If you’re looking after your they will stay.” the employees’ want, and I try to make technician properly and are underMichael Smith, a journeyman auto the atmosphere a nice one to work in,” standing of their needs and plans, you technician in Montreal agrees. He’s used he says. won’t usually have this problem,” says to getting enticing offers of work in Cyril Barry, of Westside Auto Repairs Harley Daresi of Dave’s Auto Truck other parts of the country. Typically, in Maple Ridge, B.C. learned the same Bike in Milton, Ont. “However if the they’re looking to fill a number of lesson the hard way. He lost a toptechnician is looking to get out of the positions, sometimes 20 or more – and performing technician when a recruiter trade for whatever reason, there’s almost they pull out all the stops to fill them. approached him at a training course. nothing you can do to stop them. And if “If shop managers want to hold on to “It sucks,” he says, “but it also taught he jumps ship, you can only wonder if the talent in their shops, they have many me a hard learned lesson. It’s difficult in you missed the signals that he was ways to do that,” he says. “The most any ma-and-pa business to match the unhappy or unsatisfied.” powerful is simply to make them feel big boys. All you can do is try to offer Bill McLennan, of Remington Park important.”

NOVEMBER 2012 CANADIAN TECHNICIAN

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NO, YOU’RE NOT SEEING DOUBLE. Two big thank-yous to our loyal customers for ranking us “Highest Overall Customer Satisfaction Among Service Provider Brands” for a second year in a row according to J.D. Power and Associates.

When it comes to car maintenance and repair, at NAPA AUTOPRO, we’ve got the know-how.

NAPA AUTOPRO received the highest numerical score among service providers in the proprietary J.D. Power and Associates 2011-2012 Canadian Customer Commitment StudiesSM. 2012 study based on responses from 18,090 consumers measuring 26 providers and measures opinions of owners of 4- to 12-year-old vehicles who had their vehicle serviced at the dealership or after-market facilities. Proprietary study results are based on experiences and perceptions of consumers surveyed January-February and June-July 2012. Your experiences may vary. Visit jdpower.com.

NO, YOU’RE NOT SEEING DOUBLE. Two big thank-yous to our loyal customers for ranking us “Highest Overall Customer Satisfaction Among Service Provider Brands” for a second year in a row according to J.D. Power and Associates.

When it comes to car maintenance and repair, at NAPA AUTOPRO, we’ve got the know-how.

NAPA AUTOPRO received the highest numerical score among service providers in the proprietary J.D. Power and Associates 2011-2012 Canadian Customer Commitment StudiesSM. 2012 study based on responses from 18,090 consumers measuring 26 providers and measures opinions of owners of 4- to 12-year-old vehicles who had their vehicle serviced at the dealership or after-market facilities. Proprietary study results are based on experiences and perceptions of consumers surveyed January-February and June-July 2012. Your experiences may vary. Visit jdpower.com.

HYBRID BRAKES They look similar to the braking system on conventional vehicles… but they have a few important differences that you need to be aware of.

By Jeff Taylor

Toyota hybrids are common in my shop and servicing them is fairly normal. But there are a few issues that can cause some grief to a tech.

I

n the last few years, hybrids have become far more common in the average shop.

That only makes sense since the number of hybrids on the road is increasing all the time, and a growing number of them are out of warranty.

So what is the main complaint on the hybrid vehicles that are making their way into aftermarket shops? Probably the same one plaguing any other vehicle – noisy brakes. But we tend to see different kind of issues on hybrids, even though the braking systems look very similar to one another.

One very common issue among hybrid vehicles is seizing of the front pads and sliders. The rotors tend to rust over and this can cause lots of noise issues. They may only show slight signs of wear, yet may

experience pad delamination from the steel backing plate and cause a sudden low pedal when the pad part comes flying out.

As techs we need to pay particular attention to the fact that the caliper bracket will start to corrode and force the shim out and jam the pad in the bracket. This is certainly not a new issue or even hybrid-specific.

But if the pad jams, the caliper piston can cause the pad to flex, which will speed delamination.

If you’re doing a normal service on a hybrid and notice that the front rotors are rusty or worn uneven, it may be a wise idea to recommend a brake inspection and subsequent service.

Another very common issue on all hybrid brakes is noise. The issue is caused by the low use of the brake pads, and the fact that they don’t get to “seat in” or put on a “transfer

NOVEMBER 2012 CANADIAN TECHNICIAN

21

Caliper bracket corrosion could force the shim out and jam the pad, causing the pad to flex, which will speed delamination.

we’re starting to see them. If you’re not aware, they have a specific procedure when it comes to brake pad replacement or caliper service. This vehicle does a high-pressure self-check of the braking system that can be started by opening a vehicle door. This means that you have to be in the pad service mode, before you do any brake service at all.

Pad service mode can be entered into a few ways.You can use the factory scan tool or disconnect the #24 & #31 50 amp fuses from the battery junction box (but this will erase radio stations and other memory items).

There is one other method that can be used: 1. Apply and hold the brake pedal.

2. Place the vehicle in park and turn the ignition to run.

3. Turn the ignition OFF and then ON three times within three seconds.

Leave the ignition on with last key cycle.

4. Release the brake pedal.

5. Brake warning lamp flashes while stored pressure is released.

6. Brake warning lamp is on constant when pressure is released from the system.

7. Lamp will flash if the brakes are applied.

After this procedure has been followed, you can safely perform brake service and, when done, exit the pad service mode by following these steps:

layer.” The transfer layer is the minute amount of pad material that is relocated or transferred to the rotor. It aids in stopping and increases brake coefficiency. Make sure that you’re getting the correct pads for a hybrid application. Most manufacturers have a specific hybrid compound that prevents corrosion but will look the same as the non-hybrid application.

Before I get into specific hybrid brake service tips, one other thing to touch on is brake fluid. Most hybrids use Dot 3 fluid. In most cases the fluid will stay fairly clean, and show little signs of wear.

But it’s still a hygroscopic fluid and will be absorbing moisture, so it is an important service. But this is where an up-to-date information system is going to be needed.You’ll have to look up the proper procedure, fluid type, interval, and any safety precautions that are model- or make-specific.

I have to stress the safety aspects of working on a hybrid.

Always remember that high voltages are present.The internal combustion engine may not have been running when the vehicle came in the shop, so a proper shut down and removal of the Smart Key is critical. As a rule, I try to keep it at least 15 feet away from the vehicle.

The Ford Escape Hybrid Hybrid brakes need service like any conventional vehicle’s (2005 to 2008) is not new, but braking system. There are just a few differences – and most are out of warranty now so some important safety considerations to keep in mind.

22

CANADIAN TECHNICIAN NOVEMBER 2012

1. With the brake pedal applied, turn ignition OFF then ON 2. Pressure should develop 3. Brake lamp will go out.

Starting in 2009 and beyond, there is no mention of a specific procedure to do brake pad service on the Escape hybrid, but to be safe it would be a good idea to power down the system and disconnect the battery before performing brake pad or caliper service.

Bleeding should not require any special tools, and is the same as a nonhybrid, using the pedal pump method, as long as the master cylinder/servo unit has not gone dry. If the master runs dry, you’re going to need a factory tool to properly bleed the system. And be aware that the brake pads look the same as a non-hybrid but have different part numbers.

Toyota hybrids are common in my shop and servicing them is fairly normal. But there are a few issues that can cause some grief to a tech.

After a pad replacement the ABS/VSC and yellow brake lights may turn on and won’t shut off. This happens as we push the caliper piston back into its bore and force the brake fluid back into the master cylinder.

The master cylinder has pressure sensors in it that monitor the pressure output to all four wheels. A difference in pressures will result in an ABS light and code.

There are a number of ways around this.You can pump the pedal and use a scan tool (if equipped with the correct software) to clear the code. Or you can use the factory tool. Or you can try one of the following methods: • Before pumping up the pedal after servicing the brakes, make sure the ignition is off and the key is more than 15 feet away. Very slowly pump the pedal to make the caliper piston push the pad into contact with the rotor.

The key word here is “slowly.” Once the pads are set, you should be fine.

• If the lights are on and you don’t have a scanner that will work, here is another method: You’ll need a jumper wire and you’re going to install it into the DLC connector. Put one end into position 4 (CG) and the other end into position 13 (TC).

Now using the key/button, turn on to the ready position and depress the brake pedal eight times in five seconds. The ABS light should now flash the normal code. Remove the jumper. If it doesn’t work, repeat the procedure.

Unfortunately if you have to bleed the brakes on a Toyota hybrid, you’re more than likely going to need a scanner that will help you. But always remove relays and power to the brake actuator, and allow the pressure to bleed down. You do not want the pump functioning while you’re doing any servicing!

Honda hybrids don’t usually cause many problems. They don’t have a vacuum booster and they provide stopping power using a pump that creates and stores hydraulic pressure in the servo unit/master cylinder assembly. The brake pedal doesn’t really even directly push on the master cylinder pistons but does supply pressure if it enters a failsafe mode.

Brake service is the same as a normal model, but pay attention to the shim areas and that the pad return springs are installed… or else the brakes may drag (not enough to be an issue but if the owner is very conscious of their mileage they may notice a slight drop).

Brake bleeding is done the same as on conventional vehicles, using the pedal pump method. But there’s a

high-pressure procedure if needed to bleed the servo unit and Power Unit.

This may set troubles, and you’ll need a scanner to erase them: 1. Attach a clear hose to the bleeder on the bottom of the servo.

2. Open the bleeder half a turn.

3. Turn the ignition on. The pump will start and fluid will flow from the servo. Let that happen for a minute. Don’t let the pump run longer than 110 seconds or it may overheat 4. Tighten the bleeder once no air is seen in hose 5. Turn ignition off.

6. Refill the reservoir to the proper level.

7. Turn the ignition on and wait for the brake lights on the dash to turn off ( may take a few seconds).

8. Turn the ignition off and press the brake pedal 20 times or until it becomes hard.

9. Wait about five minutes and repeat steps 7 and 8 twice.

10.Inspect the fluid level, making sure you have no leaks. And if you have any trouble codes, clear them now.

Again, whenever you’re working on hybrid vehicles, safety and attention to detail are critical. And an up-to-date information system is indispensible.

It might seem like a simple caliper replacement job, but before tackling it on a Friday afternoon, make sure you know what trouble codes you may be setting, and how to clear them! Or else you’ll be making a difficult call to the client to explain why the car won’t be going anywhere until Monday!

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

NOVEMBER 2012 CANADIAN TECHNICIAN

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PRODUCT CENTRAL Differential kits SKF has added 31 new differential kits to its complete line of SKF differential, transfer case and transmission kits for automotive, light duty and commercial vehicle applications.

They come in either a standard kit which contains all the components needed for a complete repair, and a master differential kit, which contains all of the elements that come with the standard kits as well as pinion shims (where applicable), pinion adjusting shims, differential shims, and ring gear bolts. http://tinyurl.com/ct-prod-256

Lighting packaging Federal-Mogul has introduced an expanded and enhanced premium offering

more than 76 million vehicles in operation. It recently added 22 molded branched radiator hoses to its line of OEM-quality automotive aftermarket hoses. Gates factory molded branched hoses are designed to fit popular applications such as 2009-10 Ford F-Series and 2009-11 Ford Focus vehicles. http://tinyurl.com/ct-prod-215

They’re designed to provide protection against cuts and lacerations in applications where dexterity and hand protection are both critical. They feature a Chemtrile Nitrile palm coat that repels oils and liquids, and have a breathable and lightweight weave with multi-directional stretch. http://tinyurl.com/ct-prod-281

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Philips says its new Headlight Restoration Kit brings back headlight clarity for improved nighttime vision and enhanced driving safety. The new kit can restore the clarity of clouded plastic headlight lenses in less than 30 minutes. It features advanced coating technology that is applied minimal effort and does not require the use of power tools. It also adds a protective UV coating that can help prevent future clouding for up to two years. http://tinyurl.com/ct-prod-279

Pocket floodlight of Wagner replacement headlamp capsules featuring three highly differentiated, advanced-technology capsule designs in new, retail-friendly packaging.

The Wagner premium capsule line now features expanded coverage and advanced technologies for popular Wagner BriteLite headlamps and newly redesigned, Xenon gas-charged Wagner TruView Plus headlamps. FederalMogul also has introduced innovative Wagner NightDefense headlamps, which provide an enhanced field of vision for improved driving safety. http://tinyurl.com/ct-prod-220

Branched hoses Gates now offers 230 OEM quality branched hose part numbers covering

Maxxeon says its new wide-angle minifloodlight sets new performance standards for lighting tools. The new WorkStar Pocket Floodlight from

Synthetic diesel oil Amsoil says its new 10W-30 Synthetic Diesel Oil offers high-quality protection and performance for

Maxxeon is described as the perfect solution for tradesmen who need a lot of light, but don’t want to lug around a heavy, bulky work light or flashlight.

According to the company, these lighting tools produce over 140 lumens of brilliant white light in a wide-angle floodlight-style beam, and are designed to be most effective at a range of six inches to 10 feet. http://tinyurl.com/ct-prod-300

Work gloves Gojo now has HiTactile professional technician gloves to protect hands while maintaining dexterity.

manufacturer-recommended drain intervals at an attractive price point.The company points to outstanding fuel economy benefits for applications requiring an SAE 30 or 10W-30 diesel oil. It is API CJ-4 licensed and suitable for modern and older, on- and off-road diesel applications. http://tinyurl.com/ct-prod-274 NOVEMBER 2012 CANADIAN TECHNICIAN

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PRODUCT CENTRAL Scan tool update Mac Tools has released an upgrade to its TaskPlus Trilingual OBD II/EOBD & Scan Tool (ET1205ANX). New features include AutoID, acronym library, and component locator.

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has a visual indicator when communicating with a vehicle, more than 15,000 code definitions, and the ability to print to a PC. Additionally, the tool includes features such as graphing on screen, the ability to

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Instrument kits Continental Commercial Vehicles & Aftermarket says a premium automotivegrade wire harness is now standard equipment in every VDO Viewline 5- and 6-gauge instrument kit. The VDO Speed Harness features a plug-n-play configuration. Each connector features a keyed tab that only allows a one-way hookup to prevent unintended crosswiring and short circuits. The VDO Viewline kits come with all required mounting accessories, matched senders (including the speedometer sender), threaded adapters, electrical connectors, and easy-to-follow instructions. http://tinyurl.com/ct-prod-293

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Snap-on says its 3/8-Inch Drive Compact Air Ratchet (FAR7000) offers better reach and more speed than ever before, and its redesigned longer neck and smaller head makes it much easier to get to those hard-to-reach fasteners that other air ratchets can’t access. It features a lighter-weight design and ergonomic comfort-grip handle and adjustable exhaust deflector. http://tinyurl.com/ct-prod-292

Repair estimator Mitchell 1 has embedded an estimator feature into its ProDemand repair, diagnostic and maintenance information program, designed to help professional technicians streamline their workflow, making it even easier and quicker for them to create estimates. It features a parts and labour component, OEM scheduled maintenance, and enhanced editing and printing. http://tinyurl.com/ct-prod-286

Multi-meter The new Multi-Meter and Insulation Tester (EEDM650C) from Snap-on offers complete meter functions, insulation testing, and 0.25 peak capture all in one

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continued from page 29

Tooner stomped out the door. “Just wait,” he muttered under his breath. “I’ll give ya something to feel special about.”

After lunch, we all went back to our jobs with the tacit understanding that the arrow jokes had harmlessly flown their course. How wrong we were.

After putting together the timing components on his Subaru job, Tooner went to start the engine. He got in and turned the key. I coughed politely. “The starter sounds great, buddy, but let’s hear it run.” He just gave me a dirty look. “Did you follow the actual installation instructions from the manufacturer?” I pressed.

“What for?” questioned Tooner. “The belt’s got marks for both cams and the crankshaft pulley. An’ the pulleys are marked with arrows; all ya gotta do is match ‘em up.” He glared at us.

“Ain’t that been your point, following the arrows?”

Basil rubbed his chin thoughtfully. “We seldom get Subarus in here, but something about this rings a bell.” He looked at me. “I’m afraid our attempts at humour may have led our colleague off target.”

“You mean…”

“Yes.” Basil sighed. “The cam to crank timing may be out of sync. Fortunately, these particular engines are not prone to interference damage between the pistons and the valves.” He paused. “Not usually, that is.”

Tooner threw his hands up in disgust. “Oh, that’s just ducky!”

After a quick look at the online database, he sheepishly reappeared with a print-out. “You’re right. Those nice arrows on the pulleys mean nothing – on the crank pulley, one of the reluctors has a notch on it to align up with the crank sensor boss notch. Once that’s correct, the crankshaft keyway will be in the 6 o’clock position, not the 3 o’clock position like it is now.”

Tooner reset the timing marks and his next attempt to start the vehicle met with success. Fortunately for us, our arrow jokes hadn’t led to a damaged engine.

“Hey, what’s this?” exclaimed Quigley, as he came into the lunchroom at coffee break. Taped to the fridge door was a large cardboard arrow that read “Quigley’s Special Surprise Inside.” He looked around. “Is that really for me?”

Tooner just shrugged and went back to his crossword.

Quigley grabbed the fridge door handle and jerked it open.

“Well, it’s about time I got some appreciation around here…”

Quigley’s speech was interrupted by a sudden explosion of whipping cream, as a spring-loaded pie plate plastered the white substance all over his face and shirt. He stood there in shock as it slowly dripped to the floor.

Tooner looked up and grinned. “I’m thinkin’ it’s not always a good idea to follow the arrows.” He shrugged. “But hey, Quig, don’t you just feel the love?”

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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NOVEMBER 2012 CANADIAN TECHNICIAN

29

The Car Side

By Rick Cogbill

Follow directions… not arrows Sometimes you get lost because you didn’t follow the arrows.

Sometimes you get lost because you did.

“Hey, where’s my lunch?”

“Just follow the arrows, Tooner!” chortled Basil as he slapped his knee. “Don’t get lost now.”

Tooner looked down at the white chalk line on the floor and groaned. At three-foot intervals, large arrows beckoned him out the lunchroom door and through the shop to the compressor room. He found his lunch wedged in behind a pail of 90w gear oil.

“Very funny!” he said, as he reclaimed his usual seat by the window. “Now where’s my drink? It was here a minute ago.”

Beanie pointed at the huge cardboard arrow stuck to the fridge door. “Cool and Refreshing!” it read. Tooner growled menacingly. “You guys are getting on my nerves.”

We’d been giving Tooner the gears ever since he’d had some trouble with a tear-out crossword puzzle in the back of a magazine. An avid puzzler, Tooner completed the monthly brain teaser in record time and was determined to be the first to mail in and get the prize. But he destroyed the document trying to rip it out of the magazine. Basil showed him the perforated tear line, highlighted by a series of arrows… and our teasing began.

30

CANADIAN TECHNICIAN NOVEMBER 2012

“Without arrows, we’d all be directionally challenged,” Basil said, and we all made sure to ‘point out’ the benefits of arrows ever since.

Just that morning, Quigley had given Tooner his first repair job of the day – replacing a broken timing belt on a 1990 Subaru Legacy with a 2.2L engine. Tooner stared at the work order in his hand. “Hey, what gives?” I looked over his shoulder. The paper had more circles and arrows than a football player’s play sheet, along with little notes that read “List your parts here!” and “Don’t forget the mileage!”

“It’s part of my new work tracking system,” said Quigley. “I didn’t want you getting lost in the middle of the job.”

Tooner snorted. “Oh yeah?” He pointed to the keyboard.

“And I suppose that’s part of your system, too?” Two fluorescent green arrows pointed to a set of Subaru keys, with the words “Tooner’s Keys” emblazoned on them in black marker. “Nobody else’s keys are marked that way!” he complained.

Quigley shrugged. “We think you’re special, Tooner. Can’t you feel the love?” continued on page 29

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