Canadian Technician October 2012

Streamlining your business

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

Improving workflow in the shop

ALSO ■ The case for inspecting EVERY vehicle ■ Should you be allowed to pull plates?

■ Seeking sensible scan tool strategies OCTOBER 2012

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contents

Canadian Technician • October 2012 • Vol. 17 No. 8

FEATURES Going With the Flow .....................................................21 Shops reveal their secrets for improving productivity, reducing idle time, and eliminating confusion in the shop.

Scanned on the Run ......................................................25 They’ll pop by to do onsite reprogramming and reflashing – with their own scanners so you don’t have to make the tooling investment.

Scan Tools Strategies ...................................................28 Having access to a wide variety of aftermarket and factory scan tools is no longer an option. If you’re going to survive, you have to have a plan.

COLUMNISTS Your Turn - By guest columnist Allan Haberman ..............16 Management S.O.S. By Kelly Bennett ..............................18 The Car Side By Rick Cogbill..............................................38

25

21 DEPARTMENTS Service Notes.................................................5 Letters ............................................................7 Out & About .................................................10 Eye Spy.........................................................12 From Our Forum ..........................................15 Products.......................................................33 Ad Index .......................................................37

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SERVICE NOTES

Making steady progress In the jigsaw puzzle that is the modern automotive industry, the pieces may seem small, but they add up!

VOLUME 17

NUMBER 8

By Allan Janssen 451 Attwell Drive, Toronto, Ont. M9W 5C4

When I’m doing jigsaw puzzles with my kids, I can always be sure that two pieces will be missing when we get to the end.

Even if the puzzle is new, fresh out of the cellophane, there will be two pieces missing. That’s because my daughters will have palmed one each, and slipped them into their pockets.They want to be the one who puts the last piece in place.

They love the feeling of finishing a project. The long and arduous task of putting everything else together is tolerable to them only because they will ultimately be able to put an end to it all.

I will admit, there is great satisfaction in putting the last piece in the puzzle.

But without the “steady work” of putting everything else together, it will never happen.

I call it steady work because progress seems invisible for much of the time. A thousand-piece puzzle fits together one tiny piece at a time. Minute to minute you notice no real progress. But that is where the puzzle is built.

I think the same is true in business.

Progress is largely invisible.The secret of success is continual forward motion.

So here’s my question. In your career, are you feeling the frustration of invisible progress? Do you feel like you’re spinning wheels? That nothing’s getting better? Could it be that you’re expecting too much? Are you expecting immediate results when, realistically, progress takes more time?

The good news is that if you’re committed to improvement, your victories may be subtle, they may be minute, but they’re accumulating. With continual forward motion, you’ll soon realize that you’ve actually crossed a moat. What all-too-often led to failure will simply cease to be an issue.

This applies to people at every level of the shop, from the apprentice, to the technician, to the service advisor, to the owner. Those who are committed

to continuous improvement will achieve a measure of success proportional to their effort.

Broadening my field of vision, I sometimes see the same kind of frustration among distributors, trainers, and associations in our industry. Their underlying question is “Why aren’t things getting better?” Again, the good news, in my view, is that things are getting better. There’s no doubt in my mind that, as an industry, we have embraced some notions that were considered quite radical even 10 years ago. They are now commonplace. Like the importance of making our facilities more appealing and comfortable. Like making real efforts to educate customers.

Like embracing the preventive maintenance model over the break-down model. Like charging a premium for diagnostic time. These are now the accepted way of going to market.

And other concepts are coming into the mainstream, like progressive compensation systems for technicians, prebooking appointments, and using elaborate workflow strategies.

It wasn’t that long ago that a significant number of shops didn’t manage their business with computers. Look how far we’ve come. Now it’s common to see computers in every bay.

I firmly believe that surviving in today’s automotive repair and service industry requires thoroughly modern management approaches – many of them incremental improvements over the old way of doing things. They may seem trivial in and of themselves. But ignore them, and the moat you faced will only get wider. Apply them, steadily, to your business and they lead to success.

These are the little jigsaw pieces that ultimately reveal the finished puzzle.

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 End of Chaos”

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LETTERS trade and we still need new people.

We have started apprenticeships for both these employees but at the end there will be no government certificate.

I find this very disappointing.

Doug Thompson Tommy’s Auto Upholstery Victoria, B.C.

LIFT SAFETY STARTS WITH RESPECTING THE DESIGN

IN PRAISE OF THE OFT-FORGOTTEN OWNER’S MANUAL The owner’s manual is such an integral part of repairing the car that I have actually sent people home to get it. Tire pressure monitors, oil change info, fluid specs, how to reset mileage reminders… there is a lot of critical information that appears only in this little jewel of a publication.The look on the customer’s face is usually one of shock. Their answer is often, “It’s at home in the drawer with all my other books and papers.” Or, “I didn’t think I needed that!” Or, “You’re kidding, right?”

When it comes to educating motorists, this is a good place to start.

Ken Hart Hartech Kaslo, B.C. Member, CT Advisory Panel

JOBBER STORES NEED TO UNDERSTAND OUR BUSINESS I had a customer come in last week asking us to check his brakes. We did so, gave the customer a quote, and set an appointment for the following Saturday.

On Friday, however, the customer came into the shop angry because the local auto parts store – our supplier, in fact – sold him the parts for less than we

were going to charge him. The jobber had sold them to him at our cost.

Naturally the customer could not understand why we would mark up parts, and when we said we would not install the parts he had purchased, it all went downhill. Our customer felt we were ripping him off. But, in fact, I think the parts store was ripping us off.

We called them and they admitted that they sell parts over the counter at wholesale prices. They said they have to be competitive with other part stores.

We spend thousands of dollars a month with these stores. Don’t they care about our loyalty? Why should we buy from them if they don’t understand how our business works?

Tom Hines Fountain Tire Richmond, B.C. Member, CT Advisory Panel

APPRENTICESHIP ISSUES ARE STILL SURFACING IN B.C. I was very interested in the May article about apprenticeships in B.C. We have apprenticed 12 tradesmen since 1970. I wanted to register two new apprentices and was told our trade has been decertified so they cannot be registered. All of the apprentices we trained are still in the

I read with interest the article on lifts in the May issue. It fails to mention that, under Section 7 of the Regulations for Industrial Establishments, the automotive lifts require a Pre-start Health and Safety review of documents supporting an exemption from such a review before the apparatus is put into use.

Section 7 is intended to ensure that such hazards are removed or controlled before the apparatus is started up.

Clearly, following such a review would provide the user with a greater degree of assurance as to the safety of the lifting device.

Of course no amount of design can ever prevent anyone from defeating a safety device who is intent on defeating the device.

Franco Tomei, B.A.Sc,,P.Eng. Vaughan, Ont.

SAFETY INSPECTIONS WOULD SAVE CANADIAN LIVES I am a strong advocate for annual safety inspections in Canada.

I recently repaired a vehicle for a local body shop. The vehicle in question rearended another vehicle because the owner could not stop in time.The official reason for the accident was wet roads. But I saw that the tires were completely bald, with absolutely no tread left. The insurance company paid for the repairs and the adjuster did not note the tires. In my view, it should have been a rejected claim.

If government officials would get off their butts long enough to take action against unsafe vehicles, we may save a few more lives.

Scott Rhynold The Gas Tank Doctor Barrie ON Member, CT Advisory Panel OCTOBER 2012 CANADIAN TECHNICIAN

7

LETTERS IN-FIGHTING AND PRICECHOPPING NEEDS TO STOP! I’ve just read Ron Nutini’s article, The Cowboy Way, in the June 2012 issue.

Hallelujah! No truer words have ever been spoken! A few of us across the country have been preaching from the same pulpit for years.

In this trade, we need to start considering ourselves professionals, and we have to stop all the back-stabbing and the race to the bottom when it comes to pricing. It is not helping anyone.

I recommend that all shop owners and technicians join an association. There are local groups, provincial groups, and national groups. And everybody should support AIA Canada nationally. Let’s all get involved in changing our industry.

We can improve it, one brick at a time.

for 10 weeks.There was always a waiting list. I’m happy to see it back. Good luck!

Peter Abela Alignment Plus London, Ont. Member, CT Advisory Panel

CLINICS FOR WOMEN ARE A GREAT SERVICE Great to see someone has brought this back, I started running clinics for women in 1970, working with the YWCA. It was a great success then. Unfortunately, when my boss died so did the course. Back then I called it “Powder Puff,” and we held it one day a week

Ed Jagt Pro-Tech Tire & Auto Chairman, Barrie & Area Automotive Repair Association Board member, Canadian Independent Automotive Association

formations Mechanics Beyond Borders will be able to achieve.

We’re so proud of what you are doing, Jim – both for the automotive industry and for those whose lives and families will be forever changed through your efforts.

FORTUNATE CANADIANS CAN HELP OUT GLOBALLY

Bev Kaltenbruner Harold’s Auto Service Lethbridge, Alta.

Member, CT Advisory Panel

I just read the article on Mechanics Beyond Borders (August 2012). With the dedication that this volunteer, James Bell, has for this project, it would sure be nice to see Canadians who have been fortunate to contribute to this very worthy project in a meaningful way. In particular the Canadian auto industry.

Bill Line Canadian Tire Burlington, Ont.

MECHANICS BEYOND BORDERS It is so good to see our industry taking an interest in the very real needs of the outside world (Mechanics Beyond Borders, August 2012). It’s so easy to become complacent and limited by tunnel vision while we deal with our own everyday business challenges.This is a great way to place our own difficulties in perspective.

Last year, in partnership with a very small Rotary club in India, our Rotary club raised funds for a new five-bed hospital in a remote mountain area of India. I can just imagine what life-trans8

CANADIAN TECHNICIAN OCTOBER 2012

PROJECTS LIKE THIS CAN BUILD BRIDGES BETWEEN COUNTRIES What a great idea (Mechanics Beyond Borders, August 2012). Hopefully projects like these will help to build bridges between us and other countries, so we can all learn to get along better, not only in this trade but socially and politically with more open attitudes.

Chuck Armstrong Anderson Motive Power & Body St. Mary’s, Ont.

AIA STUDY REINFORCES THE MAINTENANCE MESSAGE Thanks for the article about the new AIA Consumer Behavior Study (August 2012). We have certainly found that the best insurance policy to ensure a long life for a vehicle is maintenance, maintenance, maintenance! To highlight this to our customers, we have a section in our newsletter in which we list the mileage milestones of our customer’s vehicles. People are

NEW CLASS IS ABOUT ‘KNOWING YOUR CAR’ I also did these types of information classes for many years at a previous shop.Where I work now we are setting up for a new “Know Your Car” clinic.

Tom Hines Fountain Tire Richmond, B.C. Member, CT Advisory Panel

amazed to see how far other cars have traveled, like the 1992 Sundance that reached 398,000 km, the 1992 Chev Cavalier that reached 588,000 kilometers, and the 1996 Dodge turbo Cummins that hit 650,000 km! They all have one thing in common – they were all serviced regularly.

Bill McLennan Remington Park Motors, Surrey, B.C. Member, CT Advisory Panel

AIA STUDY GOT IT RIGHT You cannot say enough about routine maintenance. When I talk to customers about it, I simply tell them how many kilometers are on my own vehicles.

They’re usually quite surprised. My 2006 Saturn Vue has 300,000 km on it and it runs like a new one. It gets the drain plug pulled every 5,000 km and the servicing is done per manual. My 2002 Ford 3/4ton has 165,000 km and it has yet to need anything other than routine maintenance. We’ve got similar stories from customers’ vehicles that are regularly serviced.That helps convince others that routine maintenance is a good thing and not a cash grab.

George Stringham

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

Inspecting Every Vehicle The Automotive Industries Association’s Western Canada Service Providers Forum in Edmonton last month drew a mix of service providers and parts distributors.

By Allan Janssen Want to keep your customers happy and build referral business?

Rui Martins, executive vice president of the Automotive Aftermarket ELearning Centre, says the key is to inspect every car that comes into the shop.

Martins told a mixed audience of service providers and parts distributors at the Automotive Industries Association’s annual Western Canada Automotive Service Providers Forum that inspections not only drive sales for repair shops, they’re what the customer wants and expects.

“Credible inspections is what it’s about,” he said at the Mayfield Inn and Suites in Edmonton, Alta. earlier this month. “If vehicles are properly inspected, we can count on a significant bump in overall customer satisfaction.”

Martins shared the podium during the one-day conference with management guru Donald Cooper, and automotive consultant Bill Haas. The conference, with the theme of “Raising the Bar,” attracted 115 people, including about 50 service providers.

“If we’re not inspecting vehicles properly, we’re not delivering on our professional responsibility,” Martins said.

“Our professional responsibility is to check the vehicle out properly and allow the client to make the decision as to whether they want to move forward with the repairs or not.”

The need to inspect vehicles is even more critical these days, as the number of visits customers make to their service providers continues to shrink. It used to be as many as four times a year.

“That number has been reduced to one to two times per year, and is getting closer and closer to one time a year,” he said. “That five to six minute window that we have to build trust and rapport is being shut down. It used to be about a half hour a year. And that six minutes is 10

CANADIAN TECHNICIAN OCTOBER 2012

“Inspections are what we do,” said Rui Martins, executive vice president of the Automotive Aftermarket E-Learning Centre. “If we’re not inspecting vehicles properly, we’re not delivering on our professional responsibility.”

Bill Haas, of Haas Performance Consulting, offered a view of coming automotive technology and the opportunities it is bringing to the aftermarket. “The question for you, really, is this: Who is going to be the first in your market to be the place customers take their electric cars?” he said. “Is that an opportunity? And if you decide you want to be the first, how will anyone know it? And who is going to be the electric traction specialist in your business. These are all things you have to think about.”

being rushed even more.”

He urged shop owners to establish a process for giving every vehicle a quick courtesy inspection, lasting five or six minutes, that identifies areas of mechanical concern. That’s in addition

to any inspection that is specifically requested: a seasonal inspection, or a complaint-based inspection.

Out of 18 cars, then, you could have as many as 36 inspections, he said.

Not only that, but the inspections

OUT & ABOUT

Business speaker Donald Cooper spoke about how to find and keep good employees, as well as adapting business to the new realities of the marketplace. He told service providers their main job is to communicate three things to their customers: That keeping their vehicle in good repair with regular scheduled maintenance is important for their personal safety, convenience, and financial well being; that you are the best person to do that work; and when they should be coming in so you can do that work. “If they trust you, they’ll accept that you’re acting in their best interest, not your own,” he said.

should be done first so the service advisor can complete full estimates on every concern found and present it to the customer.

“If you do the inspections, a beautiful way to throw money down the toilet is to not complete an electronic estimate for the work that is found,” he said.

“Sound like a lot of paperwork? This is about process, and about explaining to the client what we intend to do before we even go down this road.”

Martins said presenting the findings of an inspection is part of the shop’s professional responsibility… and it is what today’s consumer wants and expects.

They may not choose to do all of the work immediately, but you’ve done your job in finding the concerns on their vehicle, and chances are high that they’ll return to have the work done.

“Mathematically, 70 per cent of those clients will go home, discuss budget, discuss when and where, discuss how the vehicle will be dropped off, and they will return for those repairs,” he said, adding that the confidence that is built will lead them to recommend your shop to others.

“When your clients start referring their friends and family to you, and that

deferred work starts coming in your door, you’re going to have to figure out how to control it,” he said. “Quality and credible inspections done 100% of the time need to be part of the change in culture. Advisors and technicians need to understand that is what we are delivering on. Inspections is what we do.”

Martins said having processes in place makes it possible to track down internal problems and correct them. At his own shop, the follow-up to any problem was intensive.

“If there was a client issue, if something broke down, if we did something incorrect, if there was a comeback of any sort, my first question to the service advisor was where did the process break down. I want to know where we went wrong. That would be my first question. And in order to know that, that handbook needs to exist. That process has to be established.”

He said establishing processes and insisting employees follow them will probably mean losing a few staff members.

“A change in culture takes time.

Sometimes changing culture means shifting some bodies out of our building, because they won’t shift culture.”

OCTOBER 2012 CANADIAN TECHNICIAN

11

OUT & ABOUT

Kelly Bennett planning DVD training series Management trainer Kelly Bennett has announced he’ll release a series of workshops on DVD, complete with workbook and management tools.

Bennett, well-known to Canadian Technician readers as the author of the Management S.O.S. column tin each issue, says a release date has not been set for the DVD series, but they’ll include two of his most popular workshops.

“101 Silver Bullets” offers a wide-ranging collection of ideas to increase productivity, workflow, and customer satisfaction.

Another workshop,“Increasing Your Car Count,” offers tangible and practical ways to grow your client list and find more work.

“In the past, shop owners and managers could build their business with two things: a knack for fixing cars, and a penchant for hard work,” he says.“Today, you also need a

business skill set that includes a good grasp of financial management, shop management, marketing and leadership. It’s no coincidence that same skill set is the focus of the first of my workshops I’m making available on DVD.” Shooting the videos is being done in a milestone year for Bennett.

“It’s my 25th year doing business management training,” he says.“Hearing from past attendees about the impact I’ve had on their lives and their businesses has been incredibly rewarding and inspiring for me.”

The DVD series will be a chance to offer training to shop owners who have not been able to make it out to a public training event.

Bennett has conducted thousands of workshops in every Canadian province and all 50 U.S. states.

For more information, and to watch a sample from the DVDs go to http://tinyurl.com/ct-prod-285

EYE Brake tubing?

SPY Kevin Suttorp of ElecTech Auto in Winnipeg, Man. sent in this shot of a 2004 Jeep Liberty that limped into the shop recently. When they investigated the brake concerns, they found that someone had brazed in a section of tubing. “We certainly did not do this type of shoddy repair!” Kevin writes.

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

12

CANADIAN TECHNICIAN OCTOBER 2012

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FROM OUR FORUM

Not safe at any speed Our Forum members wonder if auto repair shops should be allowed to pull license plates when a dangerous vehicle limps in.

This is a topic I’ve been struggling with over the almost 30 years I’ve been in this trade, and I would like to know the legal answer. If a car comes into the garage and a fully licensed mechanic deems it not safe to leave the shop, can he pull the plates?

keys inside the vehicle. Then let a provincial inspector or police officer know about the situation. Here in B.C., the ARA is currently working on trying get some mandatory safety inspections in place, but it’s going to take a while.

— EdPink

— PFOREMAN

In B.C., no “mechanic” has the right to pull plates. How would you control the unscrupulous who would pull plates just to garner business? And who would protect me and my staff? Condemn a vehicle and you’ll see how violent some people become. I can only imagine how they would react if you pulled their plates!

A 1999 Pontiac Grand Am arrived a few days ago with a scraping noise on the right front. Good thing we didn’t do a road test, because the

state what you found and the reason you feel the vehicle is unsafe. Note that it is not roadworthy and have your customer sign the repair order before you give him the keys. As they go, tell them you have a responsibility to notify the authorities. Then do so.

That is the end of your responsibility.

— fatchuk

I’m with Chuck on this one.

Don’t touch the vehicle other than for an inspection. Way back in the day – mid- to late-60s – a mechanic could pull plates as long as he notified the MTO inspector, but it was stopped because of abuses.

— canuck623

— 30222

Consequences be damned, I pulled the plates on one car once. The owner was about 23, and she dropped some big tears. But I coudn’t bring myself to let that car go.

— cooter

Pulling plates is way too much power. It would be abused like crazy. There’s nothing wrong with the way things are now. Call your local police when you release a very unsafe vehicle. Focus your attention on getting mandatory bi-annual safeties for all vehicles.This is what we need.

front spring had broken, and the edge was cutting through the tire. It was almost ready to blow. Further inspection revealed a host of other problems. Believe it or not, the owner declined all work, including a new tire. We detailed all the problems and had the owner sign a paper saying we deemed the vehicle unfit to be driven.

—ALLNUTS^nobolts

— svcmgr

The only way you can get the vehicle off the road without having any liability is to park it off your property and make sure the client is aware that the vehicle is unsafe. Have them sign a work order. And do not hand the keys over. Instead have the

I would not have done anything to that car. They may blame you when the tire does blow. I have enough grief in my shop with all the day-to-day stuff. I do not want the responsibility of determining which vehicles should or should not be on the road. Make out a repair order and

A number of years ago, I let a vehicle leave the shop that was totally unsafe. I documented everything and had the customer sign the work order and initial where I stated that it was unsafe for the road. About two weeks later, the vehicle was in an accident because the front end was rusted out and separating from the frame, and an innocent girl was injured. She required reconstructive face surgery. I know that the pulling of plates is open to a lot of abuse, but do we not have a moral obligation as well as a professional obligation to do something if we know that something is unsafe and could cause anything up to death?

— msog

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.

OCTOBER 2012 CANADIAN TECHNICIAN

15

ITS YOUR TURN

Scan tool decisions

By Allan Haberman

There’s a lot to consider before making a major investment.

Here are some questions to ask before you buy.

D

o you need a factory scan tool… or an aftermarket scan tool?

The debate has been going on for as long as there have been scan tools.

Does an aftermarket scan tool provide all the data and test capabilities you need to accurately diagnose and repair your customers’ vehicles? Would a factory scan tool make the process easier or faster? What about return on investment? What would that factory tool cost? Which tool (or tools) should you purchase?

There’s a lot to consider before making a major investment!

Only you can say for sure whether your aftermarket scan tool is meeting your needs. Have you ever thought, “It sure would be nice if my scanner had a data PID for that!” Or, “I could really use a bi-directional test for that component.” Would it be worth the investment if you could get those capabilities with the factory scan tool?

Return on investment is proven when a tool reduces diagnostic and repair times, making the tech more efficient. Now it’s paying for itself.

But if you’re still not sure which tool to purchase, the first step is to take a close look at the vehicles you work on.

If there is one make you service more than others, then perhaps you should consider purchasing that factory scan tool. Once you have the factory tool and proper training you may even want to start to market your shop as a specialist in that particular brand.

On the cost front, the trend in scan tools is away from hardware-based hand-held tools and towards softwarebased tools, which significantly reduces the price. Many of these tools only 16

CANADIAN TECHNICIAN OCTOBER 2012

require a customer-supplied PC or laptop to run the software with a vehicle communications interface (VCI).

When you purchase the scan tool, you receive the VCI and all the necessary cables as well as the software and a subscription to the vehicle manufacturer’s website. Essentially, the software turns your computer into a factory scan tool, communicating with

the vehicle through the VCI. The subscription to the manufacturer’s website allows you access to factory information, including updates for the scan tool, factory wiring diagrams, TSBs, and the ability to reprogram or reflash modules.

Some manufacturers now offer their factory scan tool on a short-term basis.

Instead of purchasing a VCI and software, you can use your own J2534 interface to replace the VCI. You still need to purchase the software but it’s available on an as-needed basis.

This way you purchase a subscription to the manufacturer’s website and download a piece of software which stays on your computer and becomes your link to the scan tool. Now you can access the scan tool software on the

website. This turns your computer into a virtual factory scan tool, communicating with the vehicle using a J2534 pass-through device. This is the same device used to reprogram or reflash vehicles when an update is required.

Your shop may already have one.

The scan tool is functional only while you’re connected to the website with an active subscription. If you lose your Internet connection or your subscription expires, the scan tool function is lost. But the advantage to this system is that you can purchase the scan tool when you need it, for as long as you need it. If you don’t service a certain make of vehicle regularly but occasionally require a scan tool, you can purchase a short-term subscription and access the scan tool.

Subscriptions are generally three days, a month or a year – although terms may vary depending on manufacturer. For example one manufacturer charges $55 for three days and $1,095 for a year.

This is an affordable option for purchasing a factory scan tool – if it’s available. I believe as more manufacturers adopt software-based scan tool technology, the trend towards J2534based tools will also increase.

This will allow more technicians to have access to factory level diagnostic tools.

For more information on factory scan tools and subscription costs go to www.nastf.org and click on the information access charges and tools matrix links.

Allan Haberman is with Blue-Streak Hygrade Motor Products in Winnipeg, Man. He’s also a member of the Canadian Technician Advisory Panel.

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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.

WHAT I WOULD HAVE DONE DIFFERENTLY IF YOU COULD GO BACK IN TIME AND GIVE YOUR YOUNG SELF SOME ADVICE, WHAT WOULD YOU SAY?

DEAR KELLY: I just had a milestone birthday. Fifty years. It’s made me a bit reflective about my accomplishments in life and in business. Without doubt, the past few years of owning a shop have been the most challenging of my life. I can’t remember how many times I wanted to pack it in. But I’ve lasted this long and I’m still excited about the business, so I must be doing something right! Now, just for the fun of it, I’m compiling a list of things I would tell my younger self about business if I had the chance to get into a time machine. Care to contribute any words of wisdom? —Erol

DEAR EROL: Ah time travel! That mind-bending concept that is explored in so many movies and TV shows. But, believe it or not, it’s not all that far-fetched.As a matter of fact, we routinely participate in time travel every single day.We move into the future at a rate of one second per second.

Traveling back in time… well, that’s the difficult part.

But I’ve had similar thoughts to yours, about giving an earlier version of myself some tips. In my case, I’ve tried to identify the top things I should have done earlier in my career. I think I’d have some good advice.

I’ve written a list of things I wished I’d 18

CANADIAN TECHNICIAN OCTOBER 2012

done earlier. As I think about each one, the question I’m asking myself is why it took me so long to implement change.

No doubt fear is the biggest roadblock to professional progress. I spent way too much time thinking about the potential downsides.

So here’s what I’d tell that younger self if I had the chance.

1. Hire slowly… fire quickly

When I started I knew nothing about hiring and firing. I made a lot of quick decisions that I had to live with.And too often I kept some people much longer than I should have. There were days I felt like I was herding cats! Coaching the un-coachable is exhausting!

Keeping the wrong people is simply a way of rewarding people for poor performance. I am done with the toxic environment caused by working with the wrong people.

I just hired a new office manager. I’ve been searching for the right person for the position and have been exercising patience for a couple of months. Jason starts next month, and I’m confident the patience is going to pay big dividends.

He knows lots of stuff that I don’t, and can do many things I can’t. It’s perfect.

Remember, when it comes to hiring and firing, you have to sell your strengths and buy your weaknesses.

I was interviewed on a radio program a few years back and was asked, “What is the best thing about being self employed?” My answer was, “Choosing who you’re going to work with.” We spend more of our waking

hours with those people than our families! We have to choose people who are capable, hard working, appreciative, and fun.

2. Close the door on Saturdays

4. Stop worrying about price

I spent so much money and effort trying to convince customers that I was cheap.

Now I’ve come to realize good work is not cheap and cheap work is not good.

My earliest marketing efforts were just

Larry Dickison

I sometimes think about all the Saturdays I spent at the shop that I could have spent with my family and friends!

I was so convinced that I had no option.You had to be open on Saturdays, right? Wrong! Looking back, I’m baffled that it took me so many years to realize that my existing clientele would adapt to my new hours. I would handle just as many cars as before, but it would be in five days, not six.That’s great for reducing down time too!

my coach would be impressed when I told him I wouldn’t lend him any tools.

And, sure enough, the coach said that was the right answer, but he wanted to know why I’d let so many people “borrow” my time and my expertise. On the phone, in the parking lot, a quick check here, a little look there... I should have taken a firm stand from the start that I would charge properly and fairly for everything I do.

on knowing what to charge for parts as well as labour.

5. Get out of the bays

I was pulled in every which direction when I first started in this business. I thought it made sense for me to keep wrenching while I ran the business. It nearly drove me into an early grave!

I’m sorry it took me so long to figure out I could be more helpful to the company as a full-time manager. The process of going from the bays to the counter, and from the counter to the office took years.

Having my office upstairs, far away from sight and earshot of the counter was a brilliant move. For years my office was as close to the front counter as it could possibly be. I would be trying to focus on stuff on my desk and to-do list and was interrupted almost every single time a customers came through the door.

Once I started concentrating on managing the company, I was more productive… and so was my staff! Funny how that works!

6. Read more

When I finally made the move, no one complained. Only a few even noticed! I could have cried when I thought about all the things I turned down because I was so afraid to make this simple change!

3. Stop giving away your time

I wish I’d figured out a little sooner exactly what I’m in business to sell. All I have is my technician’s time, talent, and knowledge.When I started I wanted people to like me and come back, so I did so a lot of stuff for free.

One day, when I had a business coach in my shop, a guy asked if he could borrow a few tools because his car had broken down a few blocks away. I knew

horrible! I once offered a $9.95 oil change and spent $1,400 advertising it!

Now that’s a great way to run a business!

Spend money to have people come in and pay you less!

I also used way too many coupons.

Automotive repair is a profession, not a retail operation. I’ve never seen a coupon for 25% off a root canal.

Figure out a fair price and stick with it. If it’s too rich for some people’s blood, that’s fine.They’re not your customers.

By the way, part of learning the fair price to charge includes marking up the parts you sell. I used to charge customers the list price on parts. It was a huge obstacle to profitability. I have since realized that this business depends

I love getting the perspective of smart business leaders. I think books offer about the best return on investment imaginable! For a few bucks you might get an idea or two that will make you thousands of dollars!

I just listened a great audio book this week. It was a very short read (or listen, I guess). How to Win at the Sport Of Business

by Mark Cuban. It is subtitled “If I can do it, you can do it.” I like that. He has a simple but profound approach to what it takes to be a successful entrepreneur. Lots of helpful stuff… and it’s only $3.

As my dad used to say, you can’t beat that with a stick!

Anyway, time to get out and chop some wood. Winter’s coming and I do love me a nice fire in the fireplace!

As always, I’m only an email away.

—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.

OCTOBER 2012 CANADIAN TECHNICIAN

19

Going with the flow Streamlining work processes is good for everyone in a shop – from the techs to the service advisors to the owner.

By Allan Janssen

Y

ou could say that the “lean” principles that transformed many manufacturing plants starting in the early 1990s eventually made their way into the auto repair and service world.

Over the past decade or so, a growing number of Canadian repair shops have embraced workflow principles intended to standardize and streamline the process of fixing cars.

They’ve become a popular topic at management seminars, where animated discussions revolve around the use of multi-coloured work orders, rack systems, clipboards, light bars, and automated processes to maintain consistency in everything from vehicle inspections to customer service evaluations, to prebooking the next appointment.

Workflow principles focus primarily on eliminating confusion and unproductive time in the repair bay… and boy do they work.

“They reduce everyone’s stress,” says Ralph Jarvis, service advisor at Renfrew Automotive in Calgary. He and shop owner Earl Reimer have adopted an elaborate racking system that makes the most of their technicians’ time.

“The techs are out in the back, working away, oblivious to what’s going on in the front, and they like it that way,” he says. “They know what they’re supposed to be doing, and the parts they need have been ordered. They don’t have to deal with a lot of things anymore that were just a hassle. Instead, they can concern themselves with the vehicles

At Engineered Automotive in Toronto, Stephanie Markus acts as liaison between the technicians and the service desk, tracking hours on each job and making sure every one knows what job they’re supposed to be on.

Apprentice Alex Matthew takes new components out of a bin at Renfrew Auto Service in Calgary, Alta. The system bypasses the front counter completely, and makes it easier for techs to keep track of the parts they need.

they’re supposed to be working on.”

Most racking systems follow a car from check in to pick up. The vehicle is tracked every step along the way – through inspection, initial report, estimate, customer approval, parts ordering, repair, verification, and billing.

Optional extras to the system include a parts delivery component that allows suppliers to deliver all the parts for a particular job directly into a bin near the work bays, without even stopping at the front counter first.

Lights are used to alert technicians that something is waiting for them, whether it’s another job, some parts, or customer approval on deferred work.

And communication systems are used throughout the shop to eliminate confusion and distractions.

“We track jobs in progress through instant messaging,” says Todd Eskow of Computerized Autopro in Edmonton.

“We communicate a lot through instant messaging, and we have procedures that say if you’re halfway through a job and you know that you haven’t even removed the part yet, you have to stop, update your story, and inform your advisor.”

OCTOBER 2012 CANADIAN TECHNICIAN

21

Mike Bealer, owner of Caliber Automotive, also in Edmonton, says the preferred communications tool at his shop is BorgChat, a local area network instant messaging software program.

“You really have to minimize distraction. If the guys try to ask me a bunch of questions as I walk by, I just tell them to Borg it,” he explains. “If that’s the only thing these computers gave us, it would be worth it!”

He says the workflow processes they’ve put into place have made assigning work easy. He always considers the relative skills of his technicians and doles out the work accordingly.

“We have our own hybridized system, rack flow with a clip board system out back where each technician’s jobs go in the morning. At a glance they can see what their jobs are. There’s no question of what’s next,” he says.

The busiest shops take workflow analytics a step further by actually hiring someone to act as a liaison between the service desk and the work bay. It’s an extra step – which adds cost to the process – but where volume dictates, it can be helpful to have someone trained to identify bottlenecks in workflow before they cripple the shop.

Stephanie Markus, an apprentice from Toronto’s Centennial College, has just such a position at Engineered Automotive in Concord, Ont. She uses charts to keep track of who is on what job, and track technician hours throughout each job. It’s a position that not every shop needs, but Engineered Automotive (profiled in the last issue of Canadian Technician) has a great deal on the go, and her job is to relieve some of the stress on the service advisors.

“The technicians’ work load is really intense with all the stuff that’s going on, including a lot of long-term projects,” she explains, “so I talk to the service manager and we coordinate goals for the day.

As technicians clock in and out of jobs, she analyzes the time sheets to determine pricing, as well as technician efficiency and productivity. She feeds all the numbers to management so they can crunch them and use them for long-range planning.

Rob Music, owner of Access Automotive in Edmonton, has his techs clock in and out of every job, whether 22

CANADIAN TECHNICIAN OCTOBER 2012

Frank Best, service advisor at Access Automotive in Edmonton keeps the jobs straight with a rack system that follows each car from check in to check out.

Todd Eskow, owner of Computerized Autopro in Edmonton says when a rack system is utilized properly, it eliminates confusion and keeps everyone focused on the job at hand.

it’s working on a car or it’s cleaning the floor. He uses time sheets to evaluate every step in the repair process.

“Everything’s being monitored,” he says. “If techs are waiting for parts all the time, there may be a problem with our supplier. If their time ticket says they’re waiting for cars, well, that’s a scheduling problem so I have to look into that. All of these things need to be solved so there’s no wasted time.”

The goal of eliminating wasted time is the stated goal of all workflow systems.

“If you measured the wasted time that is common in a lot of shops, you’d be totally shocked,” says Music. “We call it the ‘death walk.’ Going back and forth to get parts, or information, or clarification, or getting interrupted somewhere along the way. Without a system in place, shops are terribly inefficient. And these days efficiency is the

name of the game.”

Music says having a system in place allows him to spend more time with his customers, which is where the business is really built.

The systems are not designed to turn work into a gulag, he insists.

“There’s still time for coffee and snacks and chatting with coworkers. That happens, and that’s not a problem. You want friendships and camaraderie,” he says.“What you don’t want is wasted time.

Ten minutes here, 10 minutes here, 20 minutes there… it adds up. If they’re standing around for half an hour at a time, there’s definitely something wrong.”

Ultimately, he says, the processes are well received by his techs.

“When they’re working on cars they’re happy because they’re not bored or waiting around. And that’s good for everyone.”

Know How to go with the flow.

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Todd Huggard of TechSupport West, with the collection of tools he spent years building.

run

Subbing out the diagnostic work is becoming more and more common as the need to tool up and get trained grows.

By Allan Janssen

T

he explosion of vehicle electronics has been a boon for the mobile diagnostics industry.

For decades, mobile technicians have worked as a small subset of troubleshooters within the aftermarket, specializing in difficult repairs.

Today, they’ve become highly sought-after experts on computerrelated drivability cases… and their numbers are growing.

As scan tools become both more necessary in automotive repair, and increasingly complex in their design, more shops are turning to mobile diagnosticians when faced with vehicular brainteasers.

“Cars are getting so complicated that if you don’t keep up with the tools and the training, you just don’t stand a

chance,” says Mark Lemay, owner of Auto Aide Technical Services, in Barrie, Ont. “We do diagnostics and reprogramming on a thousand cars a year, where the average shop may run into one or two of those jobs a month – if they’re lucky.”

Lemay says a lot of shops come to the conclusion that it’s simply good business to sublet the diagnostic work.

“In many cases if they spent the money to buy all the diagnostic equipment needed to do this kind of work, they’d never get it all back again.

By using a mobile service, they can control their cost and get the desired outcome. The vehicle gets fixed and, as far as the customer is concerned, we were never there.”

It is undisputed that the growing OCTOBER 2012 CANADIAN TECHNICIAN

25

interconnectedness of vehicle systems makes scan-tool proficiency a key component of almost every modern repair job.

Lary Goudge, owner of Automotive Diagnostics Services in London, Ont., says shops that don’t get enough work to develop the requisite skills have little choice but to outsource that work, mark it up, and charge it back to the customer as a diagnostic expense.

He knows it can be disheartening when, after programming a computer, a technician is still faced with a no-start because of a security issue or a VIN mismatch.

“There are a lot of fellows who still call me for programming, even though they have factory tools and a wall full of certificates because they just don’t do it often enough,” he says. “If you’re not using the web site or the scan tool every day, it can be a nightmare. But I can zip in, program a vehicle, zip out again, and it’s done.”

Edmonton technician Todd Huggard packed his tools into a truck a few years ago and started TechSupport West Diagnostics – a mobile troubleshooting service and purveyor of automotive equipment. He says it was a great move for him.

“I’m loving it,” he says. “It’s a natural progression for a tech that’s already into diagnostic troubleshooting.You can write off your car, your gas… it’s a home-based business.

It’s got a lot going for it.”

Best of all, it’s an occupation with a great deal of flexibility.

“I set my own hours. I can work till I drop if I want,” he says. “And it’s not physical work – although it can be mentally tiring. Let’s face it, the nine-to-five thing is a grind.The body starts wearing out.”

Huggard says he keeps busy, and really enjoys the work because he’s providing a service that comes naturally to him and is cost-effective for his customers.”

He says shops that do not do a lot of diagnostic work are unlikely to recoup what they spend in tools – particularly if they’re buying the more expensive factory tools, like those for BMW, Honda, and Mercedes Benz. There are more reasonably priced tools for other makes and they could be a profitable investment if there’s enough work to keep the techs busy.

“If you’re doing a lot of GM work, for example, the subscription is $1500 a year, and it’s $1500 to $1800 for an MDI,” he says. “That’s $3300 for the first year, and $1500 every year after that. Then you’ve got all the programming and OE diagnostics you can stand.”

Goudge also says costs are not prohibitively high.

“Maybe I’m shooting myself in the foot, but you can 26

CANADIAN TECHNICIAN OCTOBER 2012

get the domestic factory tools and access to their web sites for way under $10,000,” he says. “None of this stuff is beyond the realm of an individual shop. They can afford the tools and they can do the work. It’s a question of them choosing to get training and using the presence of the tool in their shop to bring in new customers.”

The real trick, agrees Lemay, is getting trained on the equipment.

“It’s a matter of biting the bullet, and taking the training,” he says.“For every forward-thinking operator out there who does that, there are 20 that won’t.”

Without training, their attempts to fix electronic faults are often just shots in the dark.

“A lot of times when I get to a car, you can tell what’s wrong with it because it’s the only thing left to try,” he says. “I’d rather they call me before they get to the point of taking the whole engine apart because, in a lot of cases, I have to go back and retrace steps that have been taken needlessly, just to make sure everything’s OK.” The mobile diagnostics industry is still very much in its infancy in Canada, says Goudge. Our smaller population densities once made it more difficult to establish a sufficient base of client shops. The industry is much further ahead in the United States, where mobile diagnosticians are starting to organize under association and marketing banners.

But automotive technology is advancing quickly enough that mobile diagnosticians can now thrive even in smaller urban centers. And by simple virtue of the number of cases they see, these roaming techs are graining a wealth of extremely valuable experience in the world of electronic diagnostics.

“They’ve seen it all,” he says, “In fact, we’re planning a class later this year called ‘Confessions of a Mobile Diagnostician,’ which is basically a bunch of case studies that Jim Garrido (a contributor to Motor Magazine and the owner of the mobile diagnostics service “Have Scanner Will Travel”) has developed.”

That’s the kind of course that would appeal to the would-be troubleshooters out there – the kind of technicians that will probably keep their shops in the diagnostic game.

“In a few years, I think the bigger shops – the 10-, or 12-bay shops –will probably have one guy and he will be their backbone, working with a mix of aftermarket and factory scan tools for the most popular cars they see in the shop,” says Lemay.

“But I think the majority of small shops – and I mean four bays or less – will all sub this kind of stuff out. I think they’ll have one scan tool to handle the simple stuff, the routine stuff, and they’ll sub out everything else.”

STAYING EQUIPPED The Need For More Factory Tools May Lead To New Strategies For Repairing Late-Model Vehicles.

By Jeff Taylor

O

ne of the biggest challenges in fixing a car is not having the right tool when you need it.

We’ve all run into this at one point or another, and there’s nothing more frustrating.

You’ve diagnosed the problem, you’re ready to make the repair, or maybe you’re 90 per cent done the repair… but unless you have the proper tool, you can’t finish the job.

This happens much more frequently today than it used to.

Yes, there have always been a few specialty tools that were reserved for unique tasks. But with modern vehicle electronics, the chance of getting caught without the proper tool is growing exponentially with every passing year.

Take a simple issue, like the replacement of an ignition key and cylinder on a 2007 Honda Fit. I’ve had two of them in the shop now that have required this work. It was easy to diagnose.The key wouldn’t turn in the cylinder. I didn’t even need to go to my information service. But after changing the part I had no way of recoding – or even accessing – the immobilizer on this vehicle.

Honda has seven different immobilizer designs for its current models. Some are wired into the PCM but others are wired into the High-Speed CAN (HSCAN) system using Pin 14 in the DLC.

28

CANADIAN TECHNICIAN OCTOBER 2012

The Honda OEM scan tool knows this and is programmed with all the correct protocols to allow this, or other modules, to be accessed and reflashed. I didn’t have that tool.

Now, I should point out that our shop has done a pretty good job of keeping up-to-date with scan tools. We’re very strong in GM, VW/Audi and OBDII. And we’re pretty good in Ford. We also have a host of generic tools that are upto-date. But, I have to be honest, we’re still falling behind when it comes to staying properly equipped.

To keep up-to-date and repair all the vehicles that are coming into the shop, we’re going to have to buy even more factory tools.This is no small feat.They’re expensive and it takes time to learn how to use them. And since we aren’t dealer techs, training isn’t easy to come by.

I’m sure many shops are in the same

boat. I don’t know of many in my area that have all the major brands of OEM scanners.

The issues I’m seeing is not so much related to the PCM or the OBDII systems. We seem to be OK there in most cases. But limitations in bidirectional testing can be a real problem.

The area where I see the biggest issues are in the accessories on the vehicle. I don’t mean anything exotic. I’m talking about HVAC, ABS, VSC, TPMS… the list is long. Just changing a steering rack may need some sort of scanner to ensure that the steering sensor knows the wheels are pointed straight.

The introduction of CAN and now HSCAN has led many manufacturers to rewire the way a vehicle communicates.

Often there is now a gateway module.

And this gateway module talks to all the other peripheral modules using any

number of communications protocols.

The generic scan tool may be able to talk to the gateway, but may not be able to interpret or talk to the module that you need to talk to for data, code retrieval, or bidirectional control, let alone reprogramming.

This is a serious issue in our industry, and it isn’t going away.

Communications networks have become more complex due to volume of data and security protocols. The need for a factory scan tool is going to become more frequent in every shop.

But this isn’t the only trend; the manufacturers are also beginning to use what is called combination tooling.

BMW and Mercedes Benz have been doing this for years, but the domestics are starting to pay attention. The idea of a combination tool is to bundle the scanner and the information system as a

OCTOBER 2012 CANADIAN TECHNICIAN

29

Jason Mancinelli of Driven Automotive in Regina, Sask., keeps about a dozen different scan tools on hand to diagnose late-model vehicles of all kinds. The challenge to keep up with diagnostic technology is driving some shops to investigate other strategies.

single unit.This makes the diagnosis of a vehicle easier, since the entire package can be hand-held or PC-based.

Chrysler is using just such a setup that ties the new wiTech scanner together with the TechAuthority website to diagnose new models (the wiTech package cost about $5500 and then $1300 a year in support and update fees).

The scanner gives you a visual picture of all the modules on the vehicle, if there are codes in them, and if there are software updates available. Everything’s colour-coded and mapped out when you hook up the tool.

The hope was that this layout would lead to a more effective and efficient repairs. But now the industry needs to look into ways to make combination tools more cost-friendly, more readily available, and easy to use for the independent shops out there that need it.

This is easier to do than most would think.

Just look at what Toyota has done. It developed the single DLC cable hookup and a PC-based service that does just about everything the wiTech does, for a fraction of the price ($500 for the cable and then $55 for two days 30

CANADIAN TECHNICIAN OCTOBER 2012

or $1095 for a year). This kind of investment is something that even the average tech can afford and is what the industry needs.

As more and more systems become electronic, this issue is going to become more pronounced. But how are we, as techs, going to decide what tools we’re going to need? How are we going to go to the boss and sell the fact that we need an expensive OEM tool to do the job correctly? Let’s face it they’re not going to want to spend a considerable amount of money on a tool that is maybe going to be used two or three times a year. It’s just not a good investment.

We all have tools like this in our toolboxes. We purchased them once upon a time and found out that we need them only one time a year. Or maybe never. It happens. And when it does, you’re out a couple of hundred dollars.

But when the tool costs thousands of dollars it’s a lot harder to make that investment.

So what’s the answer? Well, maybe it’s time to accept that not all repairs can be done in-house. In the case of my Honda Fit, I was able to install the new switch and key, leave the old unit hanging there,

and have one of our staff take the car to the dealer to finish the programming.

We may have to call in and pay for a mobile service or expert to be called in.

This may be the time when we get involved with our suppliers and talk to them about getting the tools and lending them to us or renting them out.

Or it may mean that we have to form a group—a network of a few close shops—that we can divide the costs between them.

Or it may mean that we give up on fixing the car at all and simply send it to the dealer. I don’t believe this is the answer, and I don’t want to do it.

Because as soon as I start telling customers that I can’t fix their vehicles, my days in this industry are done.

I’m not ready to throw in the towel, and I’m sure not ready to retire from this industry. But the time has come to make some tough decisions and write a new business plan that will allow us to service the vehicles of the future.

All of them.

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

F U E L M ANAGEMENT

ENGINE MANAGEMENT

HEAT I N G & C O O L I NG

DI E S E L

Delphi fuel pumps.

High standards.

Below the surface.

They may look the same, but all parts are not created equal.

Delphi fuel pumps deliver fast-pressure rise for quick engine starts and feature internal guide rod springs and an integrated OE fuel vapor pressure sensor. What does that mean? Reliable fuel pumps you, and your customers, can trust. Providing you with the benefit of more than 100 years of OE heritage, we are the company that makes the parts cars are born with.

A

B

C

D IT ’ S W HAT’ S UN DERN EATH THAT SETS DEL PHI APART

Delphi Fuel Module // A Increased Terminal Size and Enhanced Connectors Eliminate excessive electrical resistance, improve heat dissipation and boost current flow capacity; B OE Fuel Vapor Pressure Sensor Confirms to ECM the EVAP emissions system is performing to specifications; C Fill Limit Vent Valve Vents fuel tank and shuts off tank fill nozzle; D Integrated Fuel Pressure Regulator Maintains pressure at fuel rail; E High Durability Gold Compound Fuel Level Sensor Improved long-term sensor integrity; F Delphi’s Patented Gen IV Turbine Pump Better pumping through less energy use and withstands today’s harsh alcohol fuel blends.

E

F

©2012 Delphi Automotive Systems, LLC. All rights reserved.

Find us!

Delphi Auto Parts

delphi.com/am

PRODUCT CENTRAL Diagnostic tool Snap-on has introduced the new Versus Pro – described as a top-ofthe-line diagnostic and information system that integrates everything that technicians need into one tool: scanner, scope, data manager, waveform library, schematics, TSBs, online technical forum, Fast-Track Troubleshooter, guided test procedures and verified repair tips.The optional ShopKey Repair Information System gives technicians quick access to complete repair guidance for virtually any light vehicle on the road. Its exclusive expanded software suite combines scanner, guided component tests, an online technical forum, expert information and optional repair information system. http://tinyurl.com/ct-prod-284

Steering and suspension parts Moog’s steering and suspension line now includes 56 new parts that expand the brand’s coverage to millions of additional foreign nameplate and domestic passenger vehicles.The new parts include left and right lower control arms equipped with Moog ball joints for Volkswagen GTI, Golf, Jetta and New Beetle passenger cars, model years ranging from 1998 to 2010, and millions of General Motors light trucks and SUVs manufactured between 1988 and 2002. In total, Federal-Mogul has added 17 control arm SKUs for a broad range of foreign nameplate and domestic applications. http://tinyurl.com/ct-prod-283

Shocks for Toyota trucks

Tenneco’s Rancho brand of performance ride control components has launched RS7000MT shocks for 2005-12 Toyota Tacoma trucks, including 2WD with Pre-Runner or TRD Off-Road packages and 4WD models. Tenneco says the new monotube shocks effectively and quickly dissipate heat, providing exceptional resistance to overheating during extreme use.They were engineered using advanced valving, and are precisely tuned to this application. http://tinyurl.com/ct-prod-282

Work boots Matco Tools has launched a new line of work boots for the automotive and industrial market. Matco is the exclusive automotive outlet for Oakley’s Railgun work boots.They protect feet against the harshest chemicals, solvents or oils, and provide comfort, support, and wet or dry slip resistance.They’re available as a slip-on or lace up version through Matco Tools Distributors. http://tinyurl.com/ct-prod-278

Imagine an automotive training centre right here It can happen with your help!

Mechanics Beyond Borders is helping young men and women in the developing world learn marketable skills to help themselves, their families, and their communities.

The first project is an automotive training centre in Kabale, Uganda.

You can bring this project to life by becoming a partner with Mechanics Beyond Borders. There’s a lot to do, and you can make it happen with a small donation. Every little bit helps! n Buy a brick for $10. n Buy a desk for $25. n Buy a computer workstation for $50. n Equip a service bay for $100. n Sponsor a student for $250.

Donate at http://tinyurl.com/mechanicsbeyondborders Send a cheque to Mechanics Beyond Borders, 31 Skipper Lane, Oakville, Ont., L6L 5X6 Income tax receipts available for donations over $20.

www.mechanicsbeyondborders.ca

We didn’t launch our Facebook page… We launched

YOUR PAGE ◆ Post your latest news and observations. ◆ Keep in touch with your customers and your industry. ◆ Share your passion for automobiles. ◆ Show off your latest renovations.

This is an industry page - YOUR page - to show our professionalism and to celebrate the exciting world of automotive repair! facebook.com/canadiantechnician Check it out and if you like what you see,

LIKE it!

The more LIKEs we get, the easier it’s going to be to spread the news!

OCTOBER 2012 CANADIAN TECHNICIAN

33

PRODUCT CENTRAL Caliper brackets Cardone says its new Caliper Bracket SKUs offer an alternative to cleaning old, rusty brackets with a wire brush and expensive chemicals. The company has just released 34 additional SKUs of

A1 Cardone Brake Caliper Brackets, covering many popular Honda/Acura, Hyundai/Kia, Nissan Altima/Sentra, Toyota Sienna, Volkswagen Golf/Jetta, and Ford Mustang applications. http://tinyurl.com/ct-prod-272

Automatic transmission fluid Beck/Arnley has added two new automatic transmission fluids to its line of genuine OE quality fluids specifically designed for Asian vehicles and formulated using the same technology that OEMs use.Type Z1 is for Honda and Acura, and Type WS is for Toyota, Lexus and Scion.The fluids are chemically balanced to help protect seals and “O� rings, provide corrosion, rust and wear protection and to give oxidation resistance for prolonged life. http://tinyurl.com/ct-prod-266

Fuel pump modules Delphi says it has released new fuel pump modules and hanger assemblies designed to provide dependable, long-lasting performance, quick pressure rise and quiet, efficient operation. Although gasoline retailers are now authorized to sell blends containing 15 percent ethanol, fuel pumps and modules from Delphi are tested to withstand up to 22 percent ethanol. http://tinyurl.com/ct-prod-265

Tire bead seater OTC has unveiled a new line of Tire Bead Seaters (part numbers 5700, 5702, and 5713). Designed with productivity and safety in mind, these tools take a potentially dangerous process - seating difficult tire beads - and make it easy and safe to use in the shop environment.The 5713 features a large 13-gallon air tank with a nozzle and valve assembly connected via a flexible hose, giving the user more control rather than requiring them to hold the weight of the tank. The 5702 features a 2-gallon tank, and the 5700 bead seater accessory allows the unique valve and trigger assembly to be connected to an existing tire charger surge tank. http://tinyurl.com/ct-prod-262 34

CANADIAN TECHNICIAN OCTOBER 2012

Wheel balancer

Bench controls A new bench controls package from Rotary Lift makes it possible to integrate the operating controls and power unit of a Shockwave-equipped SmartLift inground lift into workbench systems produced by a number of manufacturers.

Customers can now choose between three operating controls/power unit configurations for new Shockwaveequipped SmartLift inground lifts: bench, pedestal and wall-mounted. A Shockwave retrofit performance package is also available to upgrade existing SmartLift inground lifts. http://tinyurl.com/ct-prod-275

Bosch will highlight its WBE4430 Wheel Balancer at the Automotive Aftermarket Parts Expo (AAPEX) in Las Vegas next month. The company says the WBE 4430 high-performance wheel balancer with its integral wheel illumination has all the bells and whistles to make it one of the

fastest and most intuitive balancers on the market today. It has an LED light ring that illuminates the work area, and features automatic one-touch data entry.

User programmable hot keys provide a shortcut to the most frequently used features to speed up operation and eliminate time-consuming menu selections. http://tinyurl.com/ct-prod-268

SHOCKWAVEEQUIPPED LIFT

STANDARD LIFT

Digital inspection scope With a larger video screen, more memory and a dual imager, the new Snap-on BK8000 is being described as the ultimate wireless digital inspection scope. The BK8000 can do a multitude of jobs including under the dash, inside door panels, under the hood, behind the engine block, inside the transmission housings, internal engine diagnosis and any other areas not easily accessible by a technician. It features a 4.3-inch diameter screen. http://tinyurl.com/ct-prod-263

Shown: SPOA7-HYSW 7,000 lbs. cap.

TM

“WITH SHOCKWAVE , IT’S AMAZING HOW MUCH FASTER WE CAN SERVICE VEHICLES.” Brent Ross, service director for Germain Nissan in Columbus, Ohio, put his new Shockwave lift to the test. Here’s what he found: HE PROJECTS

Instrument clusters Delphi has added nearly 100 additional remanufactured instrument clusters covering more than 16.9 million GM vehicles from 1996 to present to its line of Delphi remanufactured instrument clusters. The units provide critical vehicle data on odometer reading and speed, engine temperature and RPMs, battery voltage and oil pressure — all in one easily installed unit. http://tinyurl.com/ct-prod-261

$33,840 HE SAVES 55 SECONDS PER LIFT CYCLE

HE COMPLETES FOUR ADDITIONAL JOBS PER DAY

ADDITIONAL ANNUAL PROFIT PER BAY

Hear more from Brent about his Shockwave experience at rotarylift.com/shock/ct or by scanning this QR Code.

To purchase a Shockwave-equipped 2-post or SmartLift®, call 800-763-0658 or visit rotarylift.com/sw/ct

Actual results from a quick-service bay using a Shockwave-equipped lift. Your results may vary.

OCTOBER 2012 CANADIAN TECHNICIAN

35

PRODUCT CENTRAL “Hybrid” wipers

Rear main seal repair

Federal-Mogul says its new Anco Transform Hybrid Wipers bring the latest technology, and unsurpassed performance to today’s vehicles. New Anco Transform wiper blades integrate the aerodynamic features and all-weather efficiency of beam style blades with the precisely positioned pressure points of bridge blades for exceptional wiping performance. Anco Transform wipers are equipped with an integral spoiler that helps maximize downforce and a unique secondary linkage with bowed flexor for firm, consistent blade-to-glass contact for optimized wipe performance at high speeds. http://tinyurl.com/ct-prod-267

Rislone has introduced a new smaller-bottle version of Concentrated Rear Main Seal Repair. The new concentrated formula provides the same unique blend of polymers, lubricity agents, anti-oxidants and conditioners as the original Rislone Rear Main Seal Repair, but in a much smaller bottle: 500 mL vs. 950 mL. http://tinyurl.com/ct-prod-252

Fuel pump diagnostics Mac Tools says its new Relay Bypass Kits (part numbers ET9036 and ET9037) are a simple, straight-forward way to energize a fuel pump with just a push of a switch.The ET9036 and ET9037 Relay Bypass Kits allow the technician to independently control the fuel pump from the “key on” systems. This makes it easy to test the fuel injection pressure by energizing the fuel pump when the engine is off. http://tinyurl.com/ct-prod-254

36

CANADIAN TECHNICIAN OCTOBER 2012

Wrench set Snap-on says its new 10-piece Ratcheting Open End Box Wrench Set (SRXRM710) helps techs perform

V-ribbed belts ContiTech says its extensive line of automotive Vbelts is being continuously updated with new replacement belts being made available, at the latest, six months after the start of car production, and one year later for commercial vehicles. The ContiTech cross-reference catalog offers an overview of the V-ribbed belts from ContiTech as well as timing belts and timing belt kits. http://tinyurl.com/ct-prod-249

Repair information software The latest update to Mitchell 1’s ProDemand repair information software allows professional technicians to view the top lookups for each vehicle, saving time by providing shortcuts to the information they’re most likely to need. The latest ProDemand update also includes: a conversion calculator which quickly convert units of measure between U.S. standards and metric. http://tinyurl.com/ct-prod-253

overhead storage cabinets, and much more.They come with a durable, attractive stainless steel work surface and optional stainless steel backsplash, and are available with other optional work surfaces, including butcher block and galvanized steel. http://tinyurl.com/ct-prod-241

Work bench Lista International has unveiled a newly redesigned Automotive Service Bay System, specially designed for automotive service and repair shops.The service bays can be custom configured with a range of drawer sizes, bases, work surfaces,

more jobs efficiently and effectively. It features the Flank Drive wrenching system, which provides up to 20 percent more turning power with less risk of tool or fastener damage. Box ends are offset 15 degrees for improved clearance and the nickel-chrome plating helps protect against corrosion. http://tinyurl.com/ct-prod-235

Wiper application guide Trico Products has released its updated bilingual Canadian Application Wiper Guide, featuring complete information on the entire automotive product line.

Including new 2012 models as well as many 2013 models that are on the road today, the 256-page guide provides a comprehensive interchange section and highly detailed listings of retail merchandisers and cabinets that are prepared in an easy-to-use format. http://tinyurl.com/ct-prod-234

continued from page 38

That’s when I lost it. “What! Which idiot among us would do something like that?”

Basil laid a hand on my shoulder. “Sorry, Slim, but you were the last one in the bolt bin. Remember that nut you needed for the kid’s bicycle at coffee break?”

I should’ve seen this coming. I’d known for months that our version of ‘workflow’ had devolved into a gaggle of technicians gathered round the front counter, flipping through a stack of work orders looking for something that struck their fancy. But I’d done nothing about it.

I rubbed my aching forehead. “This place is so disorganized, it’s a wonder we get anything done.”

Quigley straightened the pens in his pocket organizer and coughed politely. “Well, you know, where I used to work…”

Everyone groaned. “I know, I know, you’ve heard all this before, but back there we had systems, and believe me, things ran a lot smoother.”

“All right, you’ve made your point.” I took the keys from Quigley. “Boys, after work we’re going to hear Quigley’s ideas.

Call the wives and girlfriends – we’re not going home until we sort this out!”

That night we ate pizza and listened as Quigley took us through every stage of the repair process – including the questions he and I needed to ask the customer, what the work order should look like, where it should be kept, how the technicians would get their assignments, and who ordered parts. He even used props to illustrate his points.

“Fine,” complained Tooner. “I get the old spark plugs representing cars and the gum wrappers for work orders, but how come I’m a cross-threaded drain plug and Beanie gets to be a shiny new 02 sensor?”

Quigley rolled his eyes. “Just work with me, Toon; I didn’t have much time to prepare.”

“Good job, Quig,” I said as I locked the door that night. “I hope it works.”

“Trust me,” he said confidently. “Once they’re used to it, the guys will love it!”

We stuck to the plan as best we could, and I had to admit things ran a whole lot smoother. But there was just one small bone of contention – we weren’t all that keen on Quigley’s key-tagging methods.

Beanie looked at his keys. “What’s this miniature bike helmet mean?” he asked.

I pointed to the VW with the bike rack on the back. “I think that’s your car, Bean.”

Basil snorted as he held up his own assigned set of keys – a pair of pink ballet slippers dangled in the breeze. “Let me guess; I’m looking for a car with a tutu on the antenna?”

Okay, maybe dancing shoes aren’t the best key tags, but at least they don’t get lost in the bolt bin.

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.

ADVERTISER INDEX Auto Value................................................31 Contact Local Representative Bars Products – Rislone............................12 www.rislone.ca Blue Streak-Hygrade ...................................3 www.bluestreak.ca Cardone Industries ...................................24 www.cardone.com Delphi Products........................................32 www.delphi.com GE Lighting...............................................34 www.gelighting.com Goodyear....................................................6 www.goodyearep.com 888-275-4397 Honeywell – Fram .....................................39 www.fram.com Imperial Oil – Mobil ..................................20 www.mobil.ca 800-567-3776 Matco Tools..............................................14 www.matcotools.com 866-289-8665 Mevotech ..................................................4 www.mevotech.com 416-783-7800 Mitchell 1 ................................................13 www.mitchell1.com NAPA........................................................23 www.napaonlinecanada.com 866-GET-NAPA

Ross-Tech

Ross-Tech .................................................11 www.ross-tech.com Rotary Lift ................................................35 www.rotarylift.com 1-800-640-5438 Shell ........................................................27 www.shell.ca Snap-On Tools of Canada ............................2 www.snapon.com 1-800-734-2676 Valvoline ..............................................9, 17 www.valvoline.com 1-800-TEAM-VAL

WORLDPAC

WorldPac..................................................40 www.worldpac.ca 800-463-8749 OCTOBER 2012 CANADIAN TECHNICIAN

37

The Car Side

By Rick Cogbill

The Low-Down on Flow Until Quigley stepped in, the only system in place at Slim’s shop was the alarm… and that only worked in panic mode!

“This is downright ridiculous,” I muttered in frustration, glancing up at the wall clock. “Twenty minutes to search for a set of keys – what a waste!” I was also getting worried; the customer needed his ride and I hadn’t hot-wired a car since I was sixteen.

I scanned the key hooks above the work board one more time. In the past, we used to keep customer’s keys there, but our work flow systems had been suffering lately. One by one, I examined the few keys that remained. “Petty-cash drawer, back door, side door, beer fridge…hey, when did we get a beer fridge? Tooner must be hiding that in the compressor room!” I opened the door to the service bays. “Hey, guys!” I hollered above the noise of air guns. “Has anyone seen the Toyota keys?”

A chorus of “No!” rang through the shop. I threw up my hands and began searching the workbenches. Those keys had to be somewhere.

“Lemme know if you find a timing belt in your travels,” growled Tooner. “I ordered it two hours ago.” He threw his ratchet into a drawer. “We’re gotta have a talk with Herk. My 90-year-old mother could deliver stuff faster!”

Basil came over. “Maybe the keys are attached to the work order,” he suggested.

“Could be, but I can’t find the work order either.” I tossed some old rotors into the recycling bin. “There’s a serious lack of order around here!”

I paused at Beanie’s workbench. “Hey, how long has this timing belt been draped over the back of your tool box?”

Beanie’s face reddened. “Uh, probably since Sam dropped it off an hour and a half ago. She handed it to me and then we sort of got talking…”

“Sorta got talkin’?” raged Tooner from across the shop.

“Didn’t anybody warn you ‘bout the dangers of mixing business with pleasure? First off, you get a bloody nose, and then…”

“Take it easy, guys,” I said. “Losing our tempers won’t solve anything.”

“Say, anybody know about these?” Quigley emerged from the parts room with some Toyota keys in his hand and a wrinkled work order. “I found them laying in the bolt bin with the #12 metric nuts.” continued on page 37

38

CANADIAN TECHNICIAN OCTOBER 2012

© 2012 Fram Group Operations LLC

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