Canadian Technician September 2012

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

Fixin’ up the joint

What shop owners need to keep in mind when they renovate

ALSO

• A new association for western Canada• • Building a business on high-end vehicles • • The latest on TPMS: things have changed! • SEPTEMBER 2012

WWW.CANADIANTECHNICIAN.CA

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contents

Canadian Technician • September 2012 • Vol. 17 No. 7

FEATURES The luxury of high-end work...........................................20 Shop owner Billy Smilovsky has created a unique business that caters to the owners of extravagant vehicles.

Fixin’ up the joint ...........................................................24 Here are a few things to keep in mind when it’s time to renovate the shop – whether it’s just a new a coat of paint or a complete redesign.

The changing rules of TPMS..........................................28 Technology, legislation, and consumer demand have conspired to make tire pressure monitoring even more common.

COLUMNISTS Your Turn By guest columnist Leslie Simpson..................17 Management S.O.S. By Kelly Bennett ..............................18

DEPARTMENTS Service Notes.................................................5

38 The Car Side

By Rick Cogbill

Letters ............................................................7 Out & About .................................................10 Eye Spy.........................................................11 From Our Forum ..........................................15 Products.......................................................33 Ad Index .......................................................37

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SERVICE NOTES

Arguing with customers It’s a bad idea at the best of times… and worse in an age when disputes go viral!

VOLUME 17

NUMBER 7

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

ver the past 16 years, I’ve heard too many stories to believe that altercations never happen between customers and service advisors.

Unfortunately, arguments – and even the occasional scuffle – happen all the time. Sometimes the shop owner and the technicians get dragged into it too.

Voices are raised, names are called, and sometimes something gets thrown.

On our website I recently told about an argument I’d witnessed at a repair shop. That particular shouting match left me speechless. The tone of the conversation had escalated rapidly from confusion to concern to frustration to out-and-out anger. All the while, the service advisor, who should have found a way to calm things down, kept throwing fuel on the fire. It was a stunning display of absolutely abysmal customer relations.

And I was not the only witness to this sordid confrontation. So were several other customers – who must have wondered about the wisdom of having their car serviced at that shop.

That story (you can read it at http://tinyurl.com/ShopArgument) provoked a bunch of emails and phone calls from shop owners who wanted to tell me what they do when tempers flare.

And it was very instructive.

When a situation gets so grandly out of control, there’s usually a lot more involved than a simple misunderstanding about a vehicle. The real question is what’s going on in the mind of the service advisor, or the customer, or the technician that caused a calm reaction to be abandoned?

Beverly Kaltenbruner of Harold’s Auto Service in Lethbridge, Alta., told about a customer she’d had in the shop who had just returned from Afghanistan, and who had lost friends in battle.

“Prior to reacting in a negative manner, we chose to take time to probe a bit to find out why he was exploding on us,” she said. “Given his own

O

personal situation, we made allowances in our own responses to his aggression and he left with a smile on his face.”

We’re all human, and subject to the stresses of modern life. The real cause of workplace conflict could have nothing to do with a broken car, but could be rooted in the death of a loved one, a recent diagnosis of illness, trouble at work, or marital problems.

Without doubt, patience and understanding is key to avoiding and resolving conflicts. But sometimes our emotional frailty takes over.

A couple of years ago I heard a story about an obnoxious customer who provoked a technician to the point where fists were thrown. At the time I wasn’t sure if I should believe it. In today’s litigious society that kind of behavior can land you in jail! Would even a hot-headed technician ignore the obvious boundary between arguing with a customer and assaulting them?

Well, apparently it can happen. And does. Even in a business where the watchwords of success are service, service, service.

The lessons to be learned here are many – most of them quite obvious. I won’t say customers are always right (they aren’t) but I would say you never win when you yell at them. And I would point out that this kind of incident has far-reaching repercussions, not only for the shop where it took place, but for the entire industry.

Now more than ever, consumers tend to compare notes with each other. Praise and criticism spreads quickly in our web-connected world. And it doesn’t take much for a minor frustration to spiral into a dust storm of fury.

Have you ever gotten into a shouting match with a customer? Care to let me know how that turned out for you? You can reach me at allan@canadiantechnician.ca

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

“Before and After” • By Will Enns Phone: 250-404-0411

SEPTEMBER 2012 CANADIAN TECHNICIAN

5

LETTERS EYE SPY A REAL EYE OPENER Kudos on your June Reader’s Issue. The Eye Spy pictures were hilarious… and terrifying at the same time. It kind of makes you scared to leave the house, knowing what some of these DIY reengineers have been doing!

Ted Locke OK Tire Greenwood Greenwood, N.S.

TALKING ‘BOUT A REVOLUTION

CLANG OF SAFETY LOCKS IS A GOOD SOUND TO HEAR I enjoyed reading “Raising Concerns” (May 2012). Hoist safety has always been a concern of mine and some of the products and practices out there are downright scary. One of my pet peeves is when technicians override the safety locks when lifting a vehicle. I know the clang-clang of the locks can be annoying but they not only confirm that the safeties are engaging but also that they’re in sync (especially on a four-post lift). That sweet annoying clang of the safety locks mean the hoist is being used properly, and – more importantly – that employees are safe if an unfortunate failure occurs.

Ray Lavender Snap-on Tools of Canada Mississauga, Ont.

JOBBERS COULD LEARN FROM HAIR DRESSERS RE: Selling Safety Parts To DIYers, April 2012 When my daughter recently went to a store to buy hair products and supplies for her job, she was asked if she is a licenced hair stylist. When she answered she is an apprentice, they asked to see her apprenticeship card, and she got a much better price. My point? Why should a DIYer be able to buy automotive parts for even close to the same price that an automotive repair shop can buy them for?

Automotive jobbers could learn something here! I know some understand, but too many don’t! I also agree that DIYers should not be able to buy brake and chassis parts and other safetyrelated parts that should only be installed by a qualified technician.

Ron Brouwer True Auto Care Fergus, Ont.

CONSIDERING A CAREER IN AUTO REPAIR… DESPITE DAD’S CONCERNS I just graduated high school and I have a real passion for working on cars.

The thing is, my father, who is a red seal mechanic, doesn’t want me to become an automotive mechanic.

He knows what it’s like. He has shoulder pains and back problems from working on a concrete floor all day. He works long hours, and even after the shop is closed he still has to work on his own vehicles. Family members bring their cars to him, expecting him to fix them for free.

And even with 20 years of experience he doesn’t get paid a whole lot.

My dad says there’s no respect for hard-working mechanics. He’d like to see me become an aircraft

I agree with you 100% that we have to adopt “crowdsourcing” in the automotive aftermarket (Editorial, June 2012). In fact, I have devoted the last 10 years on a project called The Automotive Service Business Network (www.asbn.ca). Up to now, I believed I was alone in this idea. You are correct that this could be the beginning of a revolution. I just had to send you this note to say thank you. I don’t feel crazy any more!

Bob Paff ASBN Publications

mechanic, which would also be fun.

I’d probably make a better salary. But I just have no drive to become one.

I took my Grade 12 co-op at a repair shop and I loved it. Sure, people say mechanics work is dirty, loud, dangerous, and not too healthy, but it still seems like a good profession to me.

Is it smart to become an automotive mechanic? Are there any incentives for becoming an apprentice? Any help would be greatly appreciated.

A potential mechanic St. Stephen, N.B.

EDITOR’S NOTE Well, readers? What would you tell this potential technician? I gave him my thoughts on the matter, but you’re the professionals. He’s weighing his options carefully. How would you advise him?

SEPTEMBER 2012 CANADIAN TECHNICIAN

7

LETTERS

A QUESTION OF ETHICS Letters are still coming in about the ethical dilemma we posed in our May 2012 issue. It concerned a new Honda Civic whose transmission case was accidentally filled with motor oil instead of ATF. After a thorough flush, there appears to be no damage, but the customer is still nervous. What do you do?

DON’T PRESUME FUTURE GUILT I would not agree to pay for transmission issues that come up in the future because you leave yourself open to all kinds of problems. The customer could torture that tranny all they want and stick you with the bill.

Acknowledging the mistake is one thing, making up for it another.

Admitting future guilt is not something you should get roped into. But if a future failure can be attributed to the oil change, then you should pay up.

Steve Rainey, Speedy Tow, Prescott, Ont.

CUSTOMER’S ALWAYS RIGHT As an owner, I believe the customer is always right. I’d replace his transmission and torque converter, as well as flush out the rad (or replace it). Remember, it will always be on his mind. The trick is to keep him happy.

Carlo Franzoi Member, CT Advisory Panel, Diamond Transmission, North York, Ont.

ABOVE ALL, BE HONEST First of all, why would you be servicing a one-year old Honda? Was it the customer’s idea? If it was your idea (unless mileage dictated) bad on you!

Now you have to come clean. Don’t hide the facts about the possible side effects of the lube mix-up. If the customer looks for info and advice on the Internet you’ll be buying a new transmission. If you can convince the customer that this will not cause longterm failure, good for you. But if this customer mentions this to the dealer, all 8

CANADIAN TECHNICIAN SEPTEMBER 2012

bets are off.The dealer will probably deny any warranty work. And when that day comes, that tranny is yours! No ifs, ands, or buts. Remember, this is not the customer’s fault; it is yours. Do the right thing and ensure if something goes wrong with the transmission you’ll be part of the solution.

Anything less is unacceptable.

Jamie Weisler Member, CT Advisory Panel Elgin Transmission St. Thomas, Ont.

BRING IN A SECOND OPINION I would offer to have the car inspected and road tested by a reputable transmission technician and see if that will help diffuse the situation. Sometimes getting reassurance from a specialist not directly involved in the situation can go a long way to showing the customer that you know what you’re talking about.

Brian Sokolowicz Member, CT Advisory Panel Leroux Auto Parts Sudbury, Ont.

HOLD THE TECH ACCOUNTABLE First of all, fire the technician. Then give the customer a one-year warranty on the transmission against failure. Hopefully this issue will not end up in court!

Gene Lewis Member, CT Advisory Panel Mister Transmission Moncton, N.B.

OFFER REPEATED SERVICES Knowing the sensitivity Honda automatic transaxles have to fluid friction properties, it wouldn’t take

much to adversely affect the shift quality. Nevertheless, short-term exposure to an incorrect fluid should not adversely affect the long-term durability of the transaxle. I’d offer the customer transmission services at no charge. It would probably take four services at about 500 km intervals to flush all of the oil out.

John Manwaring Member, CT Advisory Panel JDM Automotive Niagara Falls

HOW DID THIS HAPPEN!?

My first question is, how come the technician, new or not, didn’t know that ATF and engine oil are two separate things? And why is someone who is obviously not trained working unsupervised? As for the handling of the situation, I’d assure the customer that the transmission will be covered 100% and then let time and mileage tell if any damage was done. If a new transmission is needed then I’d pay the bill and save my good name.

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

WE’LL TAKE A LOOK IN A YEAR I’d advise the customer that both engine oil and automatic transmission oil are petroleum-based products, and that most likely no damage was done. In the event of a transmission failure and if the dealership won’t honour the warranty, we’ll look after it for him.

Rod Gillies Member, CT Advisory Panel, Gilltech Auto Repair Red Deer, Alta.

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

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OUT & ABOUT

New association puts emphasis on small business Splinter group from B.C.’s Automotive Retailers Association launches the Western Canada Automotive Business Association.

By Allan Janssen There’s a new voice for automotive businesses in western Canada.

The Western Canada Automotive Business Association (WCABA) held its first meeting this summer, under the direction of Dale Finch, a former executive with the B.C.-based Automotive Retailers Association (ARA).

The association was first proposed earlier this year by a group of disgruntled tow operators in B.C. who were concerned about the growing influence of the insurance industry in the automotive world.

“We’ve had long-term issues with ICBC (the Insurance Corporation of British Columbia),” says the new group’s founding chairman Jamie Davis of Jamie Davis Motortruck & Auto (Towing and Recovery) in Hope, B.C. He says rates for towing services in B.C. are about half of what they are in the province of Alberta or the state of Washington – largely because of undue influence and interference from ICBC. “And there are other problems too, like CVSE (commercial vehicle safety enforcement) issues, motor vehicle act issues, commercial transport act issues – stuff that the ARA was not handling,” he says. “We just were not very happy with the way the ARA was representing us.”

The towing group did, however, appreciate Finch’s efforts on their behalf before he left ARA. “His departure signaled a change that we were not comfortable with, so we decided to start a new group,” says Davis.

In his role as president and CEO, Finch has been trying to drum up support for the association among a wide array of automotive businesses, including locksmiths, bailiffs, hotrod and specialty automotive shops, and auto glass specialists.

10

CANADIAN TECHNICIAN SEPTEMBER 2012

“We’re going to do some things a little differently,” says Finch. “We’re reaching out to niches of the industry that aren’t normally included. I’d like to see us at 1000 members in the next few years. We think we can do that. That would create an awesome association.”

He says despite the wide net the association is throwing, mechanical shops remain “a huge focus” for him.

“I feel that the independent mechanical shops, if they’re going to survive long term, have to educate themselves and get involved because they don’t know what they don’t know,” he says.

Finch says WCABA will ultimately be very involved in training (both management and technical) as well as lobbying and public relations.

The association has run full pages ads in 10 western cities, describing its mandate and objectives. The tag line is “where small business matters.”

“That’s created some exposure,” says Finch. “People are finding us and they want to know more.”

The ad says the WCABA was formed to “advocate for the automotive services aftermarket and remarketing sector from a Western Canada perspective.”

“We’re just in the very beginning stages,” says Davis,“but things are already happening. I’ve been having meetings already. Dale has letters out to Kevin Falcon (Deputy Premier and Minister of Finance) to deal with the towing industry’s concerns. We’ve already made contact with CVSE (Commercial Vehicle Safety and Enforcement). I’ve had a meeting with them and the Ministry of Transportation. So we’ve already got a lot of things on the go.”

Cost of membership for a mechanical shop is $600 plus taxes per year.

New Orleans prepping for Automotive Service and Repair Week Canadian management trainer Bob Greenwood will be among the speakers at the 2012 edition of the Congress of Automotive Repair and Service (CARS) to be held in New Orleans next month.

He will present three seminars: “Understanding Competitive Pricing for Profit,� “How Suppliers Can Increase Your Net Profit,� and “Reviewing the Formal Financial Statement as the Bank Does.�

Greenwood joins a wide selection of trainers offering technical course, and seminars on business management, and customer service at what is being billed as the premier event for automotive service professionals, Oct. 10-13 at the Morial Convention Center in New Orleans, LA. Organizers say the event will offer extensive, timely education by expert speakers and industry leaders, and feature networking opportunities throughout the four-day event. The conference portion begins on Oct. 10,

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with the Expo portion kicking in the next day.

On the final evening, there will be a celebration recognizing recipients of “the industry’s most prestigious awards.� It will be held off-site at the National World War II Museum.

This year marks the fifth year for Automotive Repair and Service Week (ASRW) – a “mega� event that includes both CARS and the International Autobody Congress & Exposition (NACE). The event caters to both the mechanical and collision segments of the automotive service and repair industry, as well as the auto glass industry.

There will be an official welcome party on Thursday, Oct. 11.

Other speakers at CARS 2012 include Maylan Newton, Pete Meier, Mark Olinger, Gary Hixson, Jim Morton, Mark Quarto, Jim Cokonis, Matt Winslow, Tony Molla, Betty Jo Young, Paul DeGuiseppi, and Adam Robertson.

EYE SPY Braking nightmare During a test drive, Dan Roy of Gold Fleet North in New Liskeard, Ont., found that this car pulled hard to the left during braking. Yes, the right caliper was seized and the pads were worn down to metal, but upon closer inspection, they found that both rear brake lines had been replaced by some DIYers who cut the wrong line, and instead of repairing it, plugged it with an old spark plug! The vehicle was being borrowed by the mother of the owner. She’d stopped in to get it detailed because it was dirty. Her concern about cleanliness might have saved her life!

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

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OUT & ABOUT

ENJOY

Rebranded school rejects the myth of diminishing automotive jobs s schools across the country start up again for another year, the Automotive Business School of Canada is bullish about automotive jobs.

The school, which recently changed its name from the Canadian Automotive Institute, says there’s an inaccurate perception that jobs in the automotive industry are diminishing.

And they say enthusiastic students, who are getting back to their studies at Canada’s largest automotive program, know better.

“We would like to dispel the myth that

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CANADIAN TECHNICIAN SEPTEMBER 2012

automotive jobs are in jeopardy,” says Jennifer Sheremeto, marketing specialist for the school based at Georgian College in Barrie, Ont. “In fact, our graduate placement rate has been over 90 per cent for the past 27 years.”

She says the automotive business program is well-supported by the Canadian automotive industry, which provides co-op jobs, grad jobs, scholarships and vision through industry partners.

Current students and alumni were involved with the rebranding process.

“The rebrand is about better representing students,” says Nicole Simpson, a second-year automotive marketing student. “This new brand illustrates our passion, dedication and drive. We are represented as professional individuals working toward taking over the industry, and that is what we intend to do. Our school is a group of driven individuals who are going to become the next generation of the automotive

industry. There is nothing that we aren’t capable of.”

Georgian partnered with advertising agency Young and Rubicam to create and launch the new brand. The entire process took place within a year.

The name change was conceived as a way of ensuring prospective students know it is a business school, rather than a technical school.

The school has produced more than 2,700 graduates who experienced coops in the field.

“Since the inception, we always had to explain that we are not a technical school, but a business school for the automotive industry,” says Marie-Noëlle Bonicalzi, the dean of the school. “Now our name says what we are all about. We are very pleased with our new motto: Automotive Business School of Canada – For the driven.”

She says conducting business in the automotive industry has become more sophisticated, which increases demand for multi-skilled personnel.

Simpson says the school has given her a chance to be an integral part of the automotive industry, which is always offering new jobs.

“It is an industry that will always exist and there are countless opportunities available,” she says.

Graduates can vie for a wide range of jobs – from being a salesperson or service advisor to managing a dealership, to working for an automotive manufacturer, parts supplier, or aftermarket business. Career opportunities also include operating auto shows, remarketing vehicles or financing for potential customers.

“If it has anything to do with automotive business, it could be your potential career,” says Simpson.

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FROM OUR FORUM

Who’s inspecting the inspectors?

Our Forum members debate the finer points of vehicle inspection… and just how literal you need to be about the rules.

What do you think should or should not be included in a safety inspection? Do you bother with a hood or trunk shock that is totally shot? What if the rear driveshaft from an AWD vehicle has been taken out so the vehicle is now only a FWD? I’ve seen garages fail a vehicle for this.

What about braided brake lines, windows that don’t open or close fully, no spare tire or jack in the trunk?

Every shop has its own set of rules.

What would you like to see changed?

—crazyman

Every shop has its own set of rules? In Ontario, there is a brown binder that tells you pretty clearly, in black and white, what does and does not pass. Things like hood and trunk shocks? Well, the rules say, “shall function as intended.”The rear shaft on an all-wheel drive removed? I think would pass. When I’m in doubt I just call our local MTO officer and get an official ruling.

had a customer that wanted me to remove his seatbelt and take it to a saddle shop to be stitched back together after his dog had chewed through it. He was rather nasty when I refused.

—robertkindred

I’ve always used common sense and looked at the spirit of the law rather than the letter. I never get caught up in the politics. It’s either safe or it’s not. If a tech can’t tell the difference then I think that’s the problem.

—fatchuk

In B.C., we get audited by inspectors quite regularly and if we don’t have all our ducks in a line, they can issue tickets or suspensions. When

—par

I too am passionate about standards and safety. My family and friends are on the roads, and I need to know that the car beside them is safe.

A car in Ontario should be held to the same safety standard as one in P.E.I. or Alberta.

—ALLNUTS^nobolts

How ridiculous is it that a safety isn’t the same across the country? What isn’t safe in B.C. isn’t going to be any safer in Newfoundland, or anywhere between. Every province should have the same criteria for a safety.

—allanhaberman

We do provincial inspections here at our shop in B.C.and we have been told that the book is the law… only to have a customer complain to the inspection branch and have the head guy reverse our failure because we were being “too literal.”

—dantheman

In Saskatchewan, the transmission does not need to work in reverse to pass inspection. I had two Fords within two weeks of each other, both with no reverse.

They had to be pushed off the hoist. I called the powers that be and they said to pass it.

—msog

We had a Chevy Blazer with all the door handles shaved. We called the ministry for clarification and they said as long as the door open correctly from the inside, it passes. I would have failed that truck!

—rocketscientist

Dan, bring your brown binder to Alberta, because out here if it doesn’t have baling wire holding the front end together, and the brakes aren’t metal-to-metal, and it has working lights, it pretty much can pass an inspection. We have no guidelines so it’s up to the discretion of the tech. I

from the facility without them even having to come in.

we first became an inspection facility, the area supervisor told us the decal that shows I’m approved to do inspections goes on the outside of the door!

That way if we make too many mistakes, it can pull it

—Lostmechanic

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.

SEPTEMBER 2012 CANADIAN TECHNICIAN

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ITS YOUR TURN

Welcome to the family Our newest employee is a great asset to the shop, even if he sleeps most of the day away!

By Leslie Simpson

H

iring extra staff is always a tricky consideration. You have to balance the cost and the benefit.

But our most recent hire was a nobrainer. We now have a full-time customer service manager… and he works for cat food and kitty litter.

That’s right, we’ve adopted – or should I say we were adopted by – a four-legged mascot.

One morning, late last summer, just shortly after opening the bay doors, we were assaulted by the howling of the skinniest cat you’ve ever seen.The ladies at the business next door bought some food and we got a litter box going… and soon it looked like we’d be new pet owners.

Now, we’ve always had house pets, but we were a little skeptical about keeping him. A business is not the usual place for an animal. But he seemed perfectly at home, and he was pleasant enough. We thought we’d see how things went.

We had our vet check him out. He was very skinny but surprisingly healthy for a 10-year-old cat. He had a tattoo in his ear but the owner couldn’t be found.

And while we knew that his name was Jerry we felt compelled to change his name to avoid confusion with a shop owner next door, also named Jerry. We decided on Socket for his name. It had to be something automotive, and it seemed to suit him since his purr sounded like a hand-ratchet.

Well, that was a year ago. Now he’s 16 pounds of personality, and it feels like the shop couldn’t operate without him!

Our customers have really taken a shine to him. He’s not allowed on the counter and we introduce him to all of our new clients in case they’re allergic.

He has his own chair that he sleeps in all day long. And if a customer is waiting for their car, we warn them that he may crawl into their lap for a snooze.

So far we find him a great asset to the business. Having a cat in the corner is a great ice breaker when someone comes in to the shop. He’s something else to talk about. He seems to take people’s minds away from the old, “I’m here to spend money again” to “So, what’s Socket up to these days?”

We have people come in just to pay him a visit. And of course, he’s a hit with kids.

But the bigger picture is that Socket makes us seem a little more human to our customers. He’s a little bit of home life in the middle of our business. I think a pet is evidence that we care about

things.We’re not all about the money.

Socket is welcome as long as he wants to stay with us. In fact, we’d be a little sad to see him go if he ever found his old home. He’s part of the family now.

Leslie Simpson is owner, with her husband Neil, of Simpson Auto in Chilliwack, B.C. And no doubt she’s not the only animal lover out there. Send us pictures of your furry friends. We’ll add them to the family album!

SEPTEMBER 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.

FINDING INSPIRATION… AGAIN WHEN YOU’RE IN A RUT, THE BEST WAY OUT IS TO FOCUS YOUR ATTENTION ON SOMETHING BIGGER THAN YOUR OWN PROBLEMS.

DEAR EROL:

DEAR KELLY: I know I normally write to get a handle on my business but right now I sort of need to get a better handle on myself! I’m finding it hard to stay motivated at work lately. Maybe it’s the changing seasons, or the lull after a busy summer, but I feel depleted of physical and mental energy. I’m putting in long hours, yet it never seems to be enough. And I often feel like it’s me against the world. Running a business can make you feel very alone sometimes. Yes, I have good staff, but they constantly talk about what’s not going well, rather than what is. It is draining! Quite frankly, I’m getting discouraged and starting to feel like my energy and passion are being sucked right out of me. Business is improving, but my outlook on life seems to be crumbling. Weird, eh? Sorry, don’t mean to dump.

Just looking for some input. How do you stay motivated?

—Erol

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CANADIAN TECHNICIAN SEPTEMBER 2012

Don’t worry about dumping on me.That’s what management groups are for – and I do consider this to be a mini management group. These emails give us a chance to draw strength and encouragement from each other. And it’s good that our grumblings are not only about work.

Sometimes they’re about our personal lives. I think men often have a hard time being honest about that.We hate to appear vulnerable or not being able to cope.

But, Erol, everyone spends time in the valley. I myself have experienced much of what you’re talking about. There are days when I feel quite successful as a shop owner. Things are finally getting there.

We’re getting to that next level! Then, within days (or sometimes even hours) I feel like the whole thing is going to come crashing down around me.

The feeling that nothing’s going right and everything is just too difficult, well, I call it a rut. And I’ve been in some pretty deep ruts where I felt completely alone and unable to cope with anything.

That’s when I have to remind myself that the word ‘entrepreneur’ means ‘risk taker.’

Running a business can feel like waging a war. Sometimes we battle our employees.

Other times we battle our vendors… or business partners… or spouses… or children. Sometimes we’re fighting our own customers. Recently, I had to fire one of my most important fleet customers because no matter how hard we tried, or how special we treated him, he never

seemed to be happy with us. It got to the point that whenever we dealt with him, he brought us all down with his negativity and accusations. Who needs that? I finally wrote him a letter asking him to take his business elsewhere. And as soon as it was mailed, I felt a huge burden had been lifted off my back.

I’m happy to say that soon after we were contacted by a company for a contract that was twice as big.

The worst thing about the rut we can find ourselves in is it can drain you of the energy and creativity you need to run the day-to-day operations.You have ineffectual days and sleepless nights as you try to figure it all out.

And maybe that’s where you are right now. Maybe that’s why you’re asking about motivation. But let me tell you, a lot of people mix up motivation and inspiration. I know you well enough to know that you don’t need

playlist. I have found a reservoir of great stuff on YouTube. Many artists have a real story behind them – like X-Factor contestants Pamela Cook, Scott James, Jonathan Antoine, and Mitchell Callaway.

Man, I could watch X-Factor auditions all day long because I find them so inspirational! It’s more about the life behind the music. They explain what inspired them to write or sing a particular song.

There’s so much raw talent hidden from sight in our world. Seeing it discovered in an audition inspires me in huge ways.

Get inspired by movies.

In the worst funk of my career, I put aside 14 movies to watch over three weeks. I love to see stories about one person – whether it’s Nelson Mandela (played by Morgan Freeman in Invictus) or Mahatma Gandhi (played by Ben Kingsley in Ghandi) – change the lives of millions of people. When I see the

educational and inspirational.

Get inspired by a good cause.

Sometimes we don’t realize how good we have it until we see the challenges that other people face. I have been hearing about how people in our industry are helping others all around the world, whether it is Angola (Mechanics Beyond Borders), Mozambique (TechMission) or Nepal (iATN). These stories inspire me to help out too – and I forget about my own petty problems. In fact, I have made it a habit to collect coffee packets and toiletries at every hotel I stay at so I can donate them to charities that send them to people who need them.At the end of a recent automotive trade show, I asked the vendors to let me have some of the giveaways they’d been handing out. I wanted to donate them to daycares. I had to sit on my suitcase to close it!

Larry Dickison

Get inspired by nature.

motivation. You are motivated. In fact, maybe some of the issues with your family and your business stem from the fact that you’re too motivated. Success is too important to you.

What you might need, however, is inspiration.You don’t need a fire beneath you… you need a fire inside you.

Here’s what I do to stoke that fire.

Get inspired by music.

The most uplifting songs I can find go straight to the top of my anti-funk

impact one person can have, I know how much of an impact I can make in my much smaller circle of influence.

Get inspired by books.

I know you think of me as a reader because I’m always recommending books, but I wasn’t always. I became a reading fanatic quite late in life, actually. Now I always have a book on the go. When I’m pressed for time or doing a lot of driving, I listen to audio books. They’re not always business books, but they are almost always

When things are at their worst, I get on my raft and slowly float down the river.

No fishing, no music, just rafting. It is remarkable how that can turn your mood around.

I’ve been gardening as well. In fact, I’m headed out to my garden right now.

This year I planted an 1100-square-foot garden with over 750 plants. I’m amazed how great it feels to plant the seeds, tend the shoots, and watch things actually grow. Eating food you grew from seed is very rewarding.

I hope you can find inspiration in one of these ways. Maybe you’ll find other inspirations, and I’d love to hear about them. Inspiration is a valuable commodity in business. And the beauty of it is you can share it without diminishing your own supply! In fact, it expands as you pass it on. Sounds like the movie Pay It Forward. Maybe this weekend I’ll put my book aside and watch it.

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.

SEPTEMBER 2012 CANADIAN TECHNICIAN

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Exotic motorcars are commonplace on the service floor and in the showroom at Engineered Automotive in Concorde, Ont.

A dealership alternative Engineered Automotive in Concord, Ont. caters to the owners of some impressive automotive brands.

By Allan Janssen

B

illy Smilovsky wanted to create a unique auto repair business that would be a true dealership alternative.

That’s not so unique perhaps… until you consider that the dealerships he was setting himself up as an alternative to included Porsche, Jaguar, BMW, Lexus, Land Rover, Audi – the top end of the luxury car market, where customers

tend to be most loyal.

Now, judging by the type of vehicles that are parked in his lot, being worked on in his bays, and being stored in his showroom, it is clear that his shop, Engineered Automotive in Concord, Ont., is indeed a thriving alternative to a wide range of upscale dealerships in the greater Toronto area.

Techs at his 35,000-square-foot facility routinely service rare and exotic automobiles including Ferraris, Lamborghinis, and Mercedes – cars that you might think would stay with the dealership from cradle to grave.

But these days customer loyalty is not a given, says Smilovsky. Even at the upper echelon of the automotive world, you have to earn loyalty.

“Dealerships tend to be very attentive to a car in its first three or four years, during the warranty period. But Service Advisor Roy Deyoung says one of the biggest challenges of the job is organizing both the long-term projects and the shortterm repairs.

20

CANADIAN TECHNICIAN SEPTEMBER 2012

Billy Smilovsky with service advisor Roy Deyoung, discussing work to be done on a client’s Lamborghini.

The 35,000-square-foot operation may look like a typical repair shop, but Smilovsky says potential customers soon find out it’s not an intimidating place.

Smilovsky stepped in when one of the centre lug nuts on this rare Jaguar XJ220 wouldn’t budge.

all too often there are no relationships,” he says. “Service advisors come and go. Customers fall through the cracks.”

He has learned that customers like to deal with someone who knows them and listens to them and who will sort out their problem. No slip-ups. No excuses.

“If you go to a dealership, you go from the receptionist to the service advisor who has to communicate to the tech, who then has to interpret what the job is. Now the technician may diagnose and repair something, but at the end of the day if it isn’t what the customer asked for, what have they accomplished? That happens all the time at dealerships.There’s a big disconnect there.”

Over the years, as he built an impressive client list, he developed lasting relationships which led to work for the friends and family of his clients. The list just keeps growing.

And so, too, does the range of vehicles that come under his roof in a typical work day. Sprinkled in among the hundredthousand-dollar cars are run-of-the-mill Fords, Hondas, Toyotas and GM models.

“It’s a morph in the business that you can’t avoid,” says Smilovsky. “The husband drives a Porsche, but the wife drives a Jag, and the kids drive a Volkswagen. They ask if you can

Technician Barry Gingrich has been with Engineered Automotive for the last year but he's been dealing with high-end automobiles all his life. He makes full use of Engineered Automotive's large component work room. These transmission parts are from a 1971 Lamborghini Miura. He had them sent out for Isotropic polishing and now they're ready for reassembly.

work on all of them, and you don’t want to say no.”

It’s less than ideal because it means buying the right tools, and making sure his techs are trained properly on a wide range of vehicles. His preference would be to work only on Porsche (“Wouldn’t that be nice,” he muses) but keeping customers happy means working on whatever they bring him.

“This is a big referral business. It is all built on trust and respect,” he says. “You have to treat every car as if it was your own.”

Doing a half-job is never acceptable to Smilovsky. Even when his career was just starting, as a young tech at a shop in Toronto, he wanted to do full and proper jobs but was often restrained.

“I was frustrated by the fact that you never really had the SEPTEMBER 2012 CANADIAN TECHNICIAN

21

There are always interesting projects on the go. The owner of this Viper ACR - the only kind of Viper built with a hard-top - wanted a soft-top convertible. Because the Viper was built and designed as a convertible, this model was also fairly modular and no cutting was necessary.

The roof and trunk came from another Viper.

Nelson Patrick pulls a rad from a 1968 C3 Corvette. He's been with Engineered Automotive for four-and-a-half years. The job before?

Lower ball joint on a Chevy Optra. The wide diversity of cars keeps things interesting, he says.

ability to fix a vehicle right if the budget wasn’t there. If you were doing brakes or a timing job and you saw that the car needed something else, you might not get the go-ahead to do that.You couldn’t have complete pride in your work, because you could not do the complete job,” he says.

That kind of perfectionism has followed him throughout his entire career.

“I don’t upsell. I never did that, and I never will. But I’ve always looked at the repair first. That’s what has to be done.

And if I have to, I’ll work something out with the client, because I’m not going to do a half-assed job. If I have to absorb a few hours, so be it. It’s going to get done right.”

The pursuit of the best possible job for the client extends into non-traditional aspects of automotive service, including performance engine tuning, custom dyno service, custom software programming, and vehicle storage.

22

CANADIAN TECHNICIAN SEPTEMBER 2012

At $115 per hour, his door rate is lower than the most OE dealerships, including Porsche. Ironically, however, he may be perceived as more expensive because he always wants to do the full job.When a vehicle’s condition is assessed, a full report will be presented to the client… and he’ll lose three out of 10 jobs because people get scared off by the cost. But that’s fine by him.Those who stay are going to get a proper job.

If you have a different philosophy than your customer, he says, that tension needs to be resolved – and there’s one surefire way to do that.

“You need to fire your bad customers, and you need to do it quickly,” he says. “If you want to be profitable in your business, get rid of them.You’d be further ahead spending two hours of down-time a day studying your iATN and improving your knowledge base than fixing a car for someone who won’t pay you what you’re worth and who will never be happy. I have no shyness at all about firing a client.”

To Smilovsky blunt honesty is part of the job. It keeps the customer informed about the condition of his vehicle, and it sets a high bar of maintenance expectations. The net result is that relationships rooted in trust and respect.

He nurtures those relationships at “branding” events like the company’s popular “track days” when they can race their vehicles on a closed track. And the charity events for sick children. And the “Cars N Coffee” gatherings he hosts where car lovers can meet, show off their vehicles, and chat for hours.

Despite the high-end automobiles it services, Engineered Automotive is non-threatening and has become a fixture in the community.

“Our neighbours see the cars out front. They don’t always know what we do. So we put a digital sign up to let people know that, yes, we do oil changes and brakes,” he says.“Once they get in the door and realize we’re real people and they see a real variety of cars on the hoist, they get comfortable real quick.”

“If your place is dirty or messy, (customers) notice. And that is part of how they’ll assess you,” says Alan Beech, owner of Beech Motorworks in Hamilton, Ont.

Fixin’ up the joint If your shop is a real ‘fixer-upper,’ here are some renovation rules to think about.

By Allan Janssen

T

he automotive repair and service industry has endured the cliché of cluttered work bays, disorganized stock rooms, dirty washrooms, and grease-covered floors for decades.

And while rehabilitating the industry’s image has to be accomplished one shop at a time, owners who have given their facilities a facelift say getting started is not that difficult. It just takes commitment.

“It’s an investment, for sure,” says automotive business consultant Alan Beech, owner of Beech Motorworks in Hamilton, Ont. “But it’s a very important one to make. And it pays huge dividends.”

He says curb appeal cannot be overemphasized in an industry so reliant on earning people’s trust and confidence.

“When potential customers take their first steps into a shop, they form an 24

CANADIAN TECHNICIAN SEPTEMBER 2012

immediate impression that is very difficult to change,” he says. “You can be as competent as can be, but if your place is dirty or messy, they notice. And that is part of how they’ll assess you.”

Beech has undertaken two significant renovations at his shop in the last decade, both designed to improve productivity and workflow as well as make customers more comfortable when they drop off and pick up. And both renovations started with the acknowledgment by Beech that an investment in infrastructure was critical to moving his business forward.

“Is it important to consumers that a shop look clean and presentable? Yes. Is it important to technicians to have an organized workspace? Absolutely,” he says. “So why doesn’t every shop owner make it a priority to improve his facilities? He may be too busy fixing cars.

His head is down or he hasn’t really thought about it.”

And if a shop owner comes to the conclusion that renovations are warranted, what’s the first step?

“Put a mechanism in place where you know it’s going to happen,” he says. “It’s too easy to be all talk and no action.”

In his case, that meant taking out a loan, hiring professionals to design a better shop, and putting a competent crew on the job to make it happen.

The first renovation included a new bay door, a new bay and new washrooms. The second renovation, 10 years later, was a major undertaking, during which they hollowed out the complete inside of the building and started over.

According to Ross Quartarone, vice president of operations at Auto Plan in Burlington, Ont., the best designs centre on productivity. He says a lot of automotive repair facilities, from the largest dealership service departments to the smallest independent shops, need help streamlining their operations for improved work flow.

“Design is about knowing how a business should work, and then making sure it works,” he says. “As facility planners, we bring different ideas to the table. Shop owners tend to think on a basic, superficial level. Planners can bring in experience accrued at many other shops.

In fact, Gordon Manock, the founder of Auto Plan, is a former automotive equipment salesman. Quartarone is a former Snap-on Tools exec. Both spent decades visiting all kinds of repair facilities – from the well-designed to the illconceived.

Now their focus is on designing facilities so they can achieve their full potential.

Beech and Quartarone offered some ideas on the kind of things shop owners need to think about as they plan changes to their facilities.

Minimize Movement

Keeping technicians focused on the job at hand is not about controlling them; it’s about respecting their work. Difficult

RIGHT

THE WAY TO BUILD

EXHAUST BUSINESS!

Keeps walls and counter spaces free of clutter. “There is way too much branding going on. It has become a cliché of what a shop is supposed to look like. We need to be our own brands.”

diagnostic challenges require concentration. And that is undermined if they have to walk across the shop to access the tools, parts, or resources they need.

“Who knows what he’ll pass on his way to the component work room, or the parts counter. If one of the other techs he passes asks about last night’s ball game, or needs help with a job, it could be 20 minutes before he gets back to his own work. That’s all-too-common in a repair facility – particularly a large one with lots of technicians,” says Quartarone.

“In a smaller operation, the concern is about making sure that all your noisy equipment is contained in an area where the noise is not going to filter through the whole building, or so you won’t have pipes rattling when thing come on and off.”

Keep walkways clear

For obvious reasons, walk aisles need to be free of obstructions.

“A lot of shops dispense oil and compressed air from the wall.

Unfortunately, now you have a hose coming from the wall that can become a trip-hazard on the floor as it comes across a walk aisle,” says Quartarone.

“When you’re walking with a lot of stuff in your hands you sometimes can’t see what’s at your feet. We try to eliminate hazards like that by hanging hose reels off the ceiling so you’re pulling them straight down and they’re

not in the walk aisles.”

Right-size your operation

There’s a limit to how much you can put in any building. You don’t want wasted space… but neither do you want an overcrowded shop.

“The last thing you want to do is realize at the last-minute that you’ve forgotten about a service, and now you have no place to do it. It ends up in the middle of the floor and looks out of place and may not be utilized to its full potential,” say Quartarone. “We come in and utilize all the space in a facility.

We say, here’s how big it has to be and here’s why. Every inch of that building is utilized.”

He says where there are too many bays it might be possible promote new services that will bring business into those bays. More often, however, it’s the other way around. “They have six bays and they could probably have eight if they did it right.” Either way, it can be like doing a jigsaw puzzle.

Use design to control costs

Having more shop than you need not only costs more to make, but it costs more to operate. A properly designed shop can save you money.

Quartarone says material costs can be dramatically reduced when the space has been professionally designed. Also, there will be operational savings if you

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“Design is about knowing how a business should work, and then making sure it works,” says Ross Quartarone, of Auto Plan in Burlington, Ont. The company specializes in designing automotive facilities.

know how to minimize the loss of heat in the winter, or the retention of heat in the summer.

“Typically we will save the owner the money he is paying us for design four times over,” he says. “The design will save four times that amount in materials and efficiencies.”

Keep it simple

The most elegant designs are the simplest ones. A lot of shops tolerate too much clutter. That is true of the parts room, the work bays, and the customer areas of the shop.

“We put up too much supplier information in this industry,” says Beech.

“There is way too much branding going on. It has become a cliché of what a shop is supposed to look like.We need to be our own brands.”

He says posters, displays, demonstrators, and counter mats don’t need to be out all the time. “If you need to show something to a customer, take it out of the drawer and show it to them. Control the clutter on your walls and counter tops.Your shop looks better without it.”

Cater to the customer…

Today’s clientele want service. They want to get in, and get out quickly. They don’t want to waste a lot of time.They also want to feel at home in the shop, so they’re impressed with free coffee, water in the 26

CANADIAN TECHNICIAN SEPTEMBER 2012

fridge, snacks, wireless Internet, television, comfortable chairs. Investments in the customer area of a shop pay off in an improved perception of professionalism. … but not too much

Always keep in mind that it is the bay that generates money for the business.

Quartarone says smaller shops should avoid losing even one bay for the sake of a more comfortable customer area.

“You make you money in the bays,” he says. “That’s where you should utilize your space.You should get as many bays as you can out of your location. A bay is worth anywhere from $200,000 to $300,000 a year in revenue. If space is limited, I’d rather have another bay than a larger customer service lounge.”

In the past couple of decades, the industry has gone a long way to repair its reputation for dark and dirty facilities. As more and more shops put an emphasis on cleanliness, comfort, and efficient design, the perception about auto repair facilities will continue to improve.

It’s a gift that a shop owner can give, not only to his customer but to his employee.

“When a technician goes into a new, well-planned facility, they just love it,” says Quartarone. “It’s so much better for them. They can concentrate more on the work. And it enables them to be more productive.”

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S M P T : h s a l f s New Y

About a year or so ago, I wrote an article on tire pressure monitoring systems… and, boy, have things changed!

By Jeff Taylor

28

CANADIAN TECHNICIAN SEPTEMBER 2012

ou can be forgiven for thinking the TPMS world is constantly changing.That’s because it is!

It wasn’t that long ago that you needed a wide variety of tools if you wanted to program TPMS sensors on a wide variety of vehicles.

You’ll still need a tool, of course, but the number of tools you’ll need is starting to drop. And the way you program sensors is changing.

Today there are a lot more options out there for you (some less costly than others). And there are a bunch of new aftermarket parts that have taken the large number of OEM sensors and reduced it to a manageable number.

Let’s start with changes to the sensors themselves.

There are some companies out there manufacturing TPMS sensors that are significantly cheaper than what you might

be used to paying. And if they’re not exactly universal, they certainly fit a large percentage of the vehicles on the road.

The reason for that is the demand for TPMS continues to rise. A lot of players want to get in the game.

There was a huge push for snow tires in my area last year. And even though winter never really materialized, the demand for TPMS sensors went through the roof!

And you can add to the new demand the fact that sensors are starting to fail. It’s not exactly new technology anymore.

And the oldest products out there are falling prey to corrosion, improper service, battery failure, and other damage.

More and more TPMS lights are coming on in more and more vehicles. A lot of people don’t like driving around with a warning light on – and so they shouldn’t – so they’re coming in for service.

And even though there’s no regulation requiring TPMS on new vehicles, there is in the U.S. and North America is seen as one market by vehicle manufacturers.

Bottom line: TPMS is going to be a lot more common than it used to be.

This is good for consumers. Studies in the U.S. have shown that TPMS is contributing to road safety and better fuel economy. Prior to 2003 (when vehicles were not equipped with TPMS) the average vehicle tire pressure was underinflated by 5%. Since the implementation of TPMS, that average has fallen to 0.3% below the minimum specification.

That saves a lot of fuel, lowers emissions, and saves tire wear. It also proves that consumers are now paying attention to their tire pressure warning lamps. Remember when Barack Obama referred to tire pressure in a speech on fuel economy? There was a lot of laughter in news rooms about it, but he wasn’t wrong, and consumers have taken note. The market for TPMS

repairs is only going to increase.

Remember that there are two types of tire pressure monitoring systems on the market: indirect and direct.

Indirect used the existing ABS sensors on the vehicles and a complex calculation involving tires circumference to detect a low tire. But it had issues; it was slow to respond; it couldn’t tell if two tires on the same axle where equally soft; and it wouldn’t raise any flags if all four tires were simultaneously losing air.

Legislation in the U.S. mandated TPMS to be more accurate and the technology at the time was simply not able to do it. So the indirect method of TPMS was passed over. Direct seemed to be the logical choice, because each wheel has its own sensor (even the spare on some luxury vehicles) and these sensors sent out information on each specific rim or tire assembly.

That was the first generation of indirect.There have been improvements since it first came out. We’re several generations into indirect TPMS now.

The modern products meet the latest requirements for TPMS: ECE R64 in Europe and FMVSS 138 in the U.S. Let’s look at an example of truly smart TPMS: the iTPMS product developed by NIRA Dynamics of Sweden, and used in Volkswagen group models. Unlike other modern systems, iTPMS uses the indirect method of TPMS. But with the advancements in electronics and monitoring tire pressure-dependent oscillations, it is able to detect and report a pressure drop of only 20% in any of the four wheels after about 15 minutes of driving.

The system uses the ABS sensors in combination with accelerometers, lateral G sensors, and steering wheel sensor. It could also use the GPS system, if needed, to calculate a pressure value in any tire. And all of this information is on the CAN network, so it’s available fast!

The driver’s information center (DIC) is used as an input to start the calibration phase. This system depends on the driver or technician to set the

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pressures at the correct level, to ensure the proper calibration value (tire pressure) is input. Once the correct tire pressure is set in the tires, the vehicle is easily programmed on the dash to learn that pressure, no scan tool required.

The iTPMS system can then detect a pressure change in any of the tire/rim assemblies after this calibration has been performed, if there’s a low tire detected, the DIC will inform the driver.

Remember, it doesn’t know the absolute tire pressure and can’t display it. The system is only intended to inform the driver that there’s an issue with the pressure in one or more tires.

Safety has been built into the software in the event that a tire starts to go flat right after the calibration has been started. A problem can be detected even before the calibration has been completed. iTPMS also use its software to detect very slow leaks that can happen due to rim corrosion or tire diffusion.

We’re talking about really slow leaks that will result in pressure drop over a matter of weeks or even months. It can also detect a rapid decrease in pressure and issue a safety alarm within a minute.

The system is robust and compensates easily for load. And while it is currently only available on Volkswagen’s group of vehicles, it should be easily fitted to other vehicles in the future. It’s basically a software system so it involves no extra weight or devices, and doesn’t depend on batteries.

One of the enormous advantages to this system is that it works with not only the factory-installed rims and tires but all legal aftermarket rims and tires as well (and that includes snow tires).

This system isn’t new; it was introduced in European models in 2006 and North America in 2008. One word of caution: when VW was transitioning to this method of TPMS, there 30

CANADIAN TECHNICIAN SEPTEMBER 2012

were some vehicles equipped with both systems. It was a failsafe measure, used until they were sure iTPMS was going to work the way the wanted.

VW isn’t the only company trying to make the TPMS system better. GM has made some improvements too. GM has been using the direct method of TPMS for quite some time, but it had a number of vehicles the required the “delta-P” method of getting a TPMS sensor to enter learn mode.

Mostly used in trucks and some MPVs, it involved increasing or decreasing the air pressure to trigger the TPMS sensor… and it was a pain!

Starting in the model year 2012, GM stopped longer using this method.

The company has eliminated the delta-P method and gone to the LF (low-frequency hand-held tool) learn method only.

Nissan in 2013 is also changing its TPMS strategy. It is trying to eliminate the need for a tire pressure gauge altogether.

The new Altima, Leaf, and Quest models have a feature called “Easy Fill Tire Alert.” The system will tell the driver that there’s an issue with a low tire. The driver or technician will then add air to the low tire and as they approach the correct level in the tire the hazard lights on the vehicle will start to flash.When the correct pressure is reached the horn will chirp.

It also knows if you have overinflated the tires, and will alert you by honking more aggressively. When you start to decrease the pressure, the honk will once again be a friendly chirp.

Honda and Acura have tied the VSA (vehicle stability assistant) software into the TPMS system. What does this mean? Well if the TPMS light is on or blinking, the vehicle will also turn on the VSA light. This will limit the acceleration and handling of the vehicle and if the customer wants to correct that the TPMS system will have to be repaired and working properly. And if

the TPMS light is on, it will not allow you to shut off the VSA until the TPMS system is fixed. So that means repairs.

Volvo on Canadian models only now has a procedure that will allow you to shut off the TPMS system using the DIC in the dash. This will allow you to install snow tires and wheels without getting the TPMS sensors involved. And when they are removed in the spring the system can be reactivated, again all using the dash.

Most manufactures have separated the function of the low-tire light and the TPMS system as a whole. This makes it easier for us as techs to diagnose. Now we can use a scan tool and access the system to see if there is an issue with a sensor that is dropping off or failing, wiring, or communication issue.

The TPMS light on the dash may be two lights or the TPMS light may flash. This function is manufacturerspecific, but this can help us when we do a service because now we can make the customer aware before we even touch the vehicle that the TPMS system was not functioning properly before the vehicle came in.

As with anything, there are now a large number of very good websites that can help with the setup and identification on TPMS sensors and systems.

One that I find very good and helpful is tpmsmanager.com. It has a ton of information and is very useful.

All the TPMS tool manufacturers and TPMS supplier websites are good and will be a huge help in performing relearn procedures and give tons of tips.

I have really had issues with TPMS and have jokingly said more than once that it is the bain of my existence. But, as with all things automotive, it’s improving. And as the system gains more acceptance and we gain more experience, they’ll be easier to understand and repair.

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

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new smart LED design for more brilliant light output, the Snap-on Circuit Tester Series is said to be easy to use. Used to detect power and ground, as well as find shorts and breaks, it features more brilliant light output and longer life than traditional bulb http://tinyurl.com/ct-prod-245

Brake pads Struts Tenneco Inc. has released Rancho RS7000MT struts for a series of popular Chevy and GMC trucks and SUVs. Specifically engineered for 2007-2012 Chevrolet Silverado/Suburban/Tahoe and GMC Avalanche/Sierra/Yukon applications, the RS7000MT struts quickly and effectively dissipate heat, providing

LED worklight Mac Tools has introduced the Cordless Rubberized LED Worklight (TL98268) – a versatile and durable light designed for the shop environment. With the polycarbonate casing with TPE textured coating finish, the TL98268 can take shop abuse and still produce a powerful output of 200 lumens of light. The magnetic base allows the TL98268 to be easily attached to the lift or hood of the car for hands-free operation. Also, the most innovative quality about the worklight is that it is water resistant. The on/off switch if 100 percent sealed, protecting the Cordless Rubberized LED Worklight from water, dirt and other contaminants from the shop setting. http://tinyurl.com/ct-prod-246

Circuit tester Snap-on says its new 6-Volt and 12-Volt Circuit Tester Series (EECT300HG,O,R) is designed to be a time saver and productivity enhancer for service technicians.

With its patented Instinct handle and

Federal-Mogul has expanded its Champion Iridium automotive spark plug line to cover an additional 7.5 million late-model passenger vehicles.

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exceptional resistance to overheating during extreme use, like hauling or offroad use on rough roads or trails. Each Chevrolet/GMC strut was engineered using advanced valving, precisely tuned to these vehicles. http://tinyurl.com/ct-prod-243

NAPA Auto Parts says its new Adaptive One Disc Brake Pads feature advanced hybrid ceramic friction technology that eliminates the trade-off between low noise/dusting and stopping performance. Adaptive One Disc Brake Pads from NAPA Auto Parts are described as the only dual ceramic formulated disc brake pads on the market, featuring the most technologically advanced aftermarket disc brake pads available.Adaptive One features friction formulation enhancements that minimize noise and dusting – two problems that often result in customer dissatisfaction and come-backs – while maximizing stopping performance. http://tinyurl.com/ct-prod-239

Ball joint Motorcycle service tools OTC has unveiled an extensive Motorcycle Tools catalogue that includes a full-line of durable motorcycle tools suitable for both professionals who work in the shop and the Do-it-Yourself mechanic. The new catalogue offers a fullrange of time-saving tools and equipment including products from the wheel/tire service collection, brake service collection, oil change and engine service tools, transmission, electrical and general repair tools. http://tinyurl.com/ct-prod-242

Mevotech has announced a new OEM replacement ball joint for the Ford F-150, Ford Expedition, and Explorer pickups, as well various other applications. Mevotech performs a knurling process on the outer housing of the new ball joint (part number MK8695T) that allows press-in ball joints like this to grip and mate with the control arm.This is important because it also compensates for wear and deformation of the mating control arm.This ball joint is finished in a specially engineered coating that provides a high resistance to corrosion from factors such as road debris, salt, and other weather conditions. http://tinyurl.com/ct-prod-238 SEPTEMBER 2012 CANADIAN TECHNICIAN

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PRODUCT CENTRAL 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-237

Accessory belt display Gates Canada has released a new Accessory Belt Drive System (ABDS) display, designed to help professional technicians and service writers educate consumers on belt and tensioner replacement.

Constructed of the same high-impact resin plastic as its

timing belt display, this new display features many of the components found on a typical ABDS system, including crank pulley, alternator decoupler pulley, idler pulley, water pump, power steering pulley, and automatic belt tensioner. http://tinyurl.com/ct-prod-233

Steering and suspension Federal-Mogul has expanded the Moog line of replacement steering and suspension components. Among the 16 new Moog parts are the aftermarket’s first lower front ball joints for late-model Pontiac Vibe passenger cars and nine new control arms covering a variety of popular foreign nameplate and domestic applications. This premium ball joint features the brand’s full-ball socket configuration for more responsive steering and all-metal “gusher” bearing technology for longer life. FederalMogul engineers also integrated a grease fitting for maintaining and extending service life, and a highly durable “grease release” polyurethane boot, which

directs contaminants out of the socket and away from brake components during lubrication. http://tinyurl.com/ct-prod-231

Oscilloscope starter kits Pico Technology has just released two new starter kits to introduce technicians to oscilloscope diagnostics. Managing director Alan Tong says the kits are in response to customer requests for a way to get into PicoScope diagnostics on a limited budget.

The two- and four-channel kits include a high-quality scope with the software and the added accessories necessary for the most common tests.There is no subscription fee, and updates can be downloaded free of charge.Techs can expand the kit by ordering more accessories when they need them. http://tinyurl.com/ct-prod-230

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See lots of great photos and chat with other Canadian technicians.

34

CANADIAN TECHNICIAN SEPTEMBER 2012

Mobile workstation Snap-on says its new KRSC10 Series Mobile Workstation can hold a significant amount of weight, and is built to last… but can still move easily. It fits into tight spaces extremely well and features a vertical bumper system that reduces the threat of damage to vehicles.

It is made from 18-gauge, 430 stainless steel top, with a centre section that is recessed to retain liquids and to prevent parts from sliding off the edge. http://tinyurl.com/ct-prod-229

waterproof connector body that is fully submersible and is also resistant to car wash and roadside spray. http://tinyurl.com/ct-prod-223

Steering and suspension parts Federal-Mogul has announced new replacement components for popular latemodel applications, including more than 30 new parts for popular late-model ap-

plications from Ford, General Motors, Mitsubishi and other global vehicle manufacturers. Among the first-to-the-aftermarket products are a front sway bar link kit for 2010 Ford F150 SVT trucks and a Moog lower ball joint for 2009-2010 Pontiac Vibe models. http://tinyurl.com/ct-prod-222

SHOCKWAVEEQUIPPED LIFT

Customer communication tool box Mitchell 1 has introduced ProPack, a new customer communication tool box designed to help automotive repair shops better connect with their customers. It includes Report Pro, Lube Sticker Pro and Message Pro, and is available for Mitchell 1’s Manager family of shop-management software products.

Message Pro gives shops the ability to communicate with vehicle owners through text messaging. Report Pro provides a new way to print customer invoices, technician worksheets, custom multipoint inspections and other reports. Lube Sticker Pro enables shops to set the customer’s next appointment based on vehicle usage and type of oil, and records that appointment in the repair shop’s management program. http://tinyurl.com/ct-prod-227

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Oxygen sensors Bosch now offers an exclusive system of oxygen sensors with pigtails that allow a small number of these sensors to be fitted to a large number of vehicles, with identical-to-OE performance. Dubbed OE SmartLink, this patented oxygen sensor connector system allows 14 OEM-specific, heated oxygen sensors to cover up to 96.2 percent of all vehicle applications by simply installing the patented connector system on the existing wire harness. The OE SmartLink system features an exclusive

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

SEPTEMBER 2012 CANADIAN TECHNICIAN

35

PRODUCT CENTRAL

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CANADIAN TECHNICIAN SEPTEMBER 2012

Brake pads New Wagner ThermoQuiet CeramicNXT brake pads from FederalMogul are now available for 2012 BMW 128i, Honda Ridgeline models, and 2011 Infiniti QX56 models.

Federal-Mogul also has also expanded its line of ThermoQuiet semi-metallic brake pads and parking-brake shoes. Wagner ThermoQuiet CeramicNXT brake pads feature Federal-Mogul’s exclusive Dynamic Noise Absorption technology – integrated into the pad to target and absorb vibration at the point of contact for quieter braking – and thermal-sensitive properties that adapt to the wide range of temperatures encountered during everyday driving conditions to help ensure superior stopping performance. http://tinyurl.com/ct-prod-221

Fuel injection hose Gates has introduced what it is describing as a green solution to fuel injection hose replacement work. The Barricade Fuel Injection Hose was designed to protect the vehicle’s fuel system from the aggressive fuel mixtures of today’s modern fuels, which can degrade basic rubber hose and result in customer comebacks. Gates says Barricade is multi-fuel compatible, and approved for use with leaded and unleaded gasoline, diesel, biodiesel, E-85, methanol, ethanol, and gasohol fuels. http://tinyurl.com/ct-prod-214

Diesel injectors Delphi has added six remanufactured diesel injectors and five diesel injection oil pumps to its diesel systems portfolio, covering almost 1.5 million light-duty Ford trucks (F-250 to F-550) on the road today. During remanufacture, each injector is completely disassembled, cleaned and examined for wear and breakage. The nozzle, solenoid, screws, check balls, Orings, armature screw, NOP spring, shim and stop are replaced with 100 percent new parts. And each injector is reassembled and tested to OE standards. http://tinyurl.com/ct-prod-213

Shaft grounding ring kits SKF says its new line of Shaft Ground Ring Kits was developed as a solution to help prevent bearing failures due to electrical discharge currents, which can occur when variable frequency drives (VFDs) are used to control AC motors.The kits have been specifically designed for retrofitting on existing IEC frame size industrial electric motors, reducing the need to spend time, effort and cost in replacing the existing bearings.

Other SKF solutions to overcome the effects of electrical discharge currents include SKF INSOCOAT and SKF Hybrid bearings. http://tinyurl.com/ct-prod-211

continued from page 38

with these out-of-date posters for monster truck rallies and swap meets.”

Basil looked around the waiting area. “Now about those old collections…”

“Just a minute,” I protested. “Those model cars took me hours to build!”

Tooner picked up a ’57 Nomad and blew off some dust.

“Donate ’em to some kid. But if you’re tossing out any of the six dozen ball caps on the south wall, I’ll take a couple.”

I finally left the building, knowing that if I stuck around, either nothing would get thrown out or else I would.

Two days later I didn’t recognize my shop. There was a fresh coat of paint on the exterior and large earthen flower pots guarding the front door. Even the weeds had been mowed to perfection.

“Hey, I love what you’ve done with the parking lot,” I began, coming in the front door. “Picking up that trash…”

My heart skipped a beat. “A cappuccino machine? Can we afford this?”

“The customers love it,” said Quigley, coming out of the lunchroom with a hot batch of fresh muffins. “And we’ve got magazines for the ladies and coloring books for the kids.”

I was amazed – the soft lighting, the new smells (muffins are two-thumbs up over tire rubber), and the twin computer screens that swiveled on high-tech stands so customers could look over their bill.“Is that Beach Boys music? Since when did we get a sound system?”

Quigley held up a hand. “Gimme a minute; you’ve caught us in the middle of coffee break.”

I spun around to discover the entire staff lounging on new leather couches with muffins and coffee as they watched the Grand Prix on a 50” flat screen TV. “Hey!” I said. “It’s 10:30 already. Does anybody still perform chargeable work around here?”

“I dunno,” said Tooner slowly. “To tell ya the truth, I kinda like it in here.”

“Yeah,” agreed Beanie, building a dragster out of Lego blocks. “It’s awfully dark and noisy in the shop.”

Basil wiped his chin.“About that shop, Slim. Maybe it’s time we freshened up the services bays as well.”

I was incredulous. “Anything else?”

“Just this,” said Quigley. “I’ve booked us a seminar on becoming better listeners – it’ll help our female clientele feel more at ease.”

Tooner jumped up. “Okay, I’m goin’ back to work. I already know how to listen to a woman – in one ear and out the other!”

This just proves that some types of remodeling take a little longer than others to show any tangible benefit; but in the end, I’m told, it’s worth it.

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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WORLDPAC

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

37

The Car Side

By Rick Cogbill

Excuse me while I freshen up…

Appearances aren’t always deceiving, as Slim hears some hard truth about the condition of his beloved shop.

Conversation was lagging at the corner table in Chez Roberto’s restaurant. “I’m going to freshen up,” said Mabel.

She looked pointedly at Beanie’s date. “Care to join me, Samantha?”

After they’d left, Beanie turned to Tooner. “How come women always go to the washroom in pairs?”

Tooner sipped his wine. “That’s so’s they can talk about us men.The freshin’ up part is just an act.”

“No kidding! What do they say about us?”

Tooner grimaced. “The usual – why do we dress like slobs, how come we never open car doors, when will Beanie wipe that pasta off his chin…”

Beanie grabbed his napkin. “Crumb! Why didn’t you tell me?!”

Tooner shrugged. “Didn’t think it was important.”

Tooner’s later recounting of the double-date disaster prompted Basil into action. “I’ve been meaning to bring this up, Slim. Now’s as good a time as any.”

I felt my chin. “What, are you telling me I’ve got something on my face?”

He laughed.“No, I’m referring to the concept of freshening up, and the consequences that arise if you don’t.”

My wallet cramped up as I caught his drift. “If you think I’m about to waste money redecorating the shop, you’re

mistaken. We’ve got clean coveralls and the floors get swept once a week – what more do you want?”

Beanie coughed politely. “Well, it’s has been over 10 years since you built this place and…”

“And what?” I retorted. “If I don’t repaint, it’s gonna rust?

Give me a break!”

“The point is,” said Basil quickly, “that if things look neglected, it reflects badly on our public image. A dirty, cluttered facility turns people away, especially the female buyer, and we both know that women make the majority of the vehicle servicing decisions.”

“Yep,” agreed Tooner. “And I’d start with yer sign.”

“What for? Everybody knows who we are. In fact, I’ve been considering turning off the power at night – it’s just a waste of energy.”

“Please do; you got so many bulbs burnt out, that right now it reads ‘Slim S___bles __t_ Re_a_r.’”

Okay, maybe it was time to do a little sweeping up. That afternoon I held up a faded tire display poster. “Can I keep this? It has sentimental value.”

“Trash it,” advised Basil. “You haven’t sold that brand in years.”

“And I’m tossing these burnt out Christmas lights,” said Quigley, as he dusted the front display window. “Right along continued on page 37

38

CANADIAN TECHNICIAN SEPTEMBER 2012

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