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Jobber News Previews Inside: AAPEX Show

MAGAZINE

SEMA Show

ASRW

SEPTEMBER

2 01 3

Serving the Automotive Aftermarket Since 1931

High Tech

Visibility

New Developments Dominate Wiper and Lighting Markets

Ride Control: Building Profits Belts & Hoses: Tools and Apps Motor Oil: GF-6 Rollout J.D. Power: The Laws of Attraction

Visit AutoServiceWorld.com.

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This Month

Contents

September 2013

High Tech

Vol. 81,

No. 9

Aside from the widespread obsession with texting while

Visibility

driving, it’s common knowledge that when our eyes are on the road ahead, over 90% of driver decisions are based on a clear,

New Developments Dominate Wiper and Lighting Markets

unobstructed view. This makes it critical that both vehicle lighting and wiper blades are working properly, to provide vehicle owners with a clear

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view at all times in all

COVER

conditions.

Over the Counter

J.D. Power Reports: Customer Satisfaction Improves At Dealerships And Aftermarket Shops; Modest Quarterly Growth for Uni-Select; Windom Appointed to Lead U.S. Operations; Promoting Value of Automotive Maintenance Key to Agreement; 2013 AAIA Head Of The Class Award Winners Announced; 14th Annual Vast-Auto Distribution Golf Tournament Raises Over $24,000 For Charity; BIG R Show Features Hybrid Car Seminars With Craig Van Batenburg; Wendel Clark’s first Meineke Car Care Centre opens in Vaughan; Walter Surface Technologies Inaugurates International Campus and Bio-Circle Facility.

10 Connecting with Customers:

AAPEX 30 PREVIEW: AAPEX is your connection to automotive aftermarket industry leaders and innovators, all in one place. 

SEMA 32 PREVIEW: The Specialty Equipment Market Association Show

(SEMA) is the premier automotive specialty products trade event in the world.

ASRW 36 PREVIEW: Automotive Service & Repair Week (ASRW) is dedicated to the automotive service and repair industries. ASRW features two events: NACE and CARS.

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Laws of Attraction

In the first of a regular series, J.D. Power and Associates reveals what you need to know about your customer’s relationship with the car owner.

12 Market Tracker: Ride Control 26 Market Feature: Increase Your

In order to meet the new requirements for greater fuel efficiency and lower emissions, work is well underway for the rollout of ILSAC GF-6 by September 2016.

41 Autoserviceworld.com Internet Directory 42 Comment GETTING IN SYNCH

Belt and Hose Sales

Technology is helping to make identifying hose and belt wear easier than ever. https://www.facebook.com/pages/ AutoServiceWorldcom/244916465611841

Knowledge Building: GF-6 Rollout

Twitter: Andrew Ross (@JobberNews)

www.autoserviceworld.com.

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Marketplace Classifieds /Advertisers Index........... 41 3

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AND NEWSMATION INFOR

OVER THE COUNTER

R SEPTEMBE Akebono Brake Corporation Expands Coverage Akebono Brake Corporation has released 40 new part numbers in its Pro-ACT, Performance, and Euro ceramic brake pad lines, expanding coverage to over 97% of vehicles on the road.

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Bosch Announces New Aftermarket Rear Wiper Blades Bosch has expanded its wiper blade portfolio with new rear wiper blades for both OEs and the independent aftermarket, with 31 new part numbers to cover 32 million vehicles in the U.S. and Canada and provide 92% total market coverage.

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Anco Wipers Catalogue Expands Coverage Federal-Mogul has released a new Anco Wipers master catalogue featuring an expansion of late-model coverage across the brand’s entire premium offering that now covers 99.9% of 2013 passenger vehicles and more than 99% of vehicles manufactured since the 2000 model year.

J.D. Power Reports: Customer Satisfaction Improves At Dealerships And Aftermarket Shops In an ultra-competitive market, automotive dealerships and aftermarket shops are expanding the range of products and services they offer as they search for ways to attract and retain customers, according to the J.D. Power 2013 Canadian Customer Commitment Index Study, which measures the service behaviours, satisfaction, and loyalty of owners of vehicles that are four to 12 years old. Dealerships, for example, are adding service bays focused on providing quick oil changes, and aftermarket shops that have traditionally focused on mufflers and brakes are adding oil changes and tire service to their services. “There is a convergence going as the service departments fight for market share,” says J.D. Ney, supervisor of the Canadian automotive practice at J.D. Power. “Service providers don’t want to give customers any reason to go anywhere else, so they’re offering a fuller spectrum of products and services to attract them and keep them coming back.” Customers are increasingly pleased with the results of both service options. Overall customer satisfaction with the service they receive at dealerships as well as the automotive aftermarket averages 830 in 2013, up slightly from 827 in 2012. However, customers with vehicles in the four- to 12-year age range are, on average, more satisfied with their experiences with aftermarket shops than they are with the service they receive at dealerships (842 vs. 817, respectively). “The study finds that owners take their vehicle to the dealership for the majority of their maintenance and repair work when it is new, but are increasingly likely to visit the

aftermarket as the vehicle ages and the warranty expires,” says Ney. “Part of the reason for that is owners have a perception that aftermarket shops provide significantly cheaper service. However, while most owners find the cost isn’t appreciably different, their satisfaction remains high. This would indicate the aftermarket is providing high-quality service first and foremost as well as doing a good job in terms of highlighting and selling the value of their work.” The percentage of customers whose final invoice was on par with their expectations (a critical driver of cost-related dissatisfaction) differs between the dealership and aftermarket service options. Slightly more than one-fourth (26%) of customers who took their vehicle to the dealership for service indicate their final bill was higher than expected, compared with 16% of aftermarket customers who indicate the same.

Canadian Customer Commitment Rankings

NAPA Autopro and Lexus Dealerships rank highest (in a tie) in satisfying automotive service customers in Canada, with an overall index score of 863. This is the second consecutive year that NAPA Autopro has ranked highest. Rounding out the five highest-ranked brands are Great Canadian Oil Change (861); Volkswagen Dealerships (840); and Fountain Tire (838). The 2013 Canadian Customer Commitment Index Study is based on responses from more than 21,600 owners in Canada whose vehicle is between four and 12 years old. The study was fielded in March 2013 and in June 2013.

14th Annual Vast-Auto Distribution Golf Tournament Raises Over $24,000 For Charity On August 20th, over 160 golfers spent a splendid sunny day at the Quatre Domaines Golf Course in Mirabel participating in the Vast-Auto Distribution Golf Tournament. John Del Vasto, Vast-Auto Distribution president and founder, and his team raised $24,640 from the tournament and silent auction. The proceeds will be shared amongst various foundations, including the Juvenile Diabetes Foundation and Breast Cancer Foundation. During the dinner following the tournament, Del Vasto warmly thanked all the participants and sponsors for their ongoing support The Vast-Auto/Groupe MMO team raised some $24,640 for and generosity. charity at its recent golf tournament.

Continued on page 6

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JOBBER NEWS / SEPTEMBER 2013

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Precision Brand

Precision Engineering

Precision Performance

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AND NEWSMATION INFOR

OVER THE COUNTER

BIG R Show Features Hybrid Car Seminars With Craig Van Batenburg The Automotive Parts Remanufacturers Association (APRA) welcomes back Craig Van Batenburg, CEO of ACDC, veteran of hybrid car service and training, and a technical writer, to present two training seminars during the upcoming International BIG R Show in Las Vegas on November 2-4, 2013.

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Tenneco Adds Over 250 Parts To Walker Emissions Control Line Tenneco continues to expand its Walker emissions control line, with nearly 270 new catalytic converter, muffler, and exhaust assembly part numbers now available for popular domestic and import models.

The Automotive Parts Remanufacturers Association (APRA) welcomes back Craig Van Batenburg, CEO of ACDC, veteran of hybrid car service and training, and a technical writer, to present two training seminars during the upcoming International BIG R Show in Las Vegas on November 2-4, 2013. Van Batenburg is a leader in hybrid and electric vehicle technical training. On Sunday, November 3rd, he will discuss the hybrid battery reman business, and is expected to talk about the past, present, and future prospects of remanufacturing NiMH and Li-ion batteries for the current aging fleet of high-voltage vehicles. On Monday, November 4th, Van Batenburg will give a seminar on “What Causes MPG to Diminish in Hybrids?” With gasoline prices unstable, every spike urges hybrid owners to seek help if they see a drop in their fuel economy. This is telling for remanufacturers, as it will provide helpful clues in what to rebuild and where to spend your resources. For more complete details and to register for the 2013 International BIG R Show, visit www. BIGRShow.com or call APRA Headquarters at 703-968-2772.

Jobber News FOUNDED 1931

Jobber News is Canada’s longestestablished publication serving the distribution segment of the Canadian automotive aftermarket. It is specifically directed to warehouse distributors, wholesalers, machine shops and national accounts. Subscription rates*: Canada $49.95 + $3.50 GST + Applicable Taxes per year; $79.95 + $5.60 GST + Applicable Taxes for 2 years; Single Copy Price $6.00 + $0.42 + Applicable Taxes. U.S.A. & Foreign: $62.95 U.S. per year; Single Copy Price $8.00 U.S. * Yearly rates include Annual Marketing Guide (single copy price $72.95 plus $5.00 shipping plus GST $5.46)(U.S. orders payable in U.S. funds). Ontario residents add 8% PST. U.S. & Foreign $77.95 +$5.00 Shipping US Funds.

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Editor and Publisher Andrew Ross (416) 510-6763 E-Mail: aross@jobbernews.com Associate Editor Steve Pawlett (416) 510-6839 Contributing Editor Emeritus Bob Blans Contributing Editor Martha Uniacke Breen Contributing Writers Mark Borkowski, John G. Smith Nate Hendley, Peter Diekmeyer Sales Manager Jay Armstrong (416) 510-6745 Circulation Manager Selina Rahaman (416) 442-5600 ext 3528. Customer Service Roshni Thava (416) 442-5600 ext 3555 Art Director Choo Hwee Kuan Production Manager Steven K Hofmann (416) 510-6757 Vice-President Alex Papanou President Bruce Creighton

Promoting Value of Automotive Maintenance Key to Agreement

Newspapers Canada has entered into a media partnership with the Automotive Industries Association (AIA) of Canada to educate Canada’s driving public about the need for regular vehicle maintenance to improve car safety. AIA’s Be Car Care Aware website provides a wide variety of free editorial resources on automotive care and repairs, environmental issues, and road safety. Reporters and editors are encouraged to visit www.BeCarCareAware.ca to download matte stories, supplements, high resolution photos, fact sheets, market research, educational videos and much more. Additional materials will also be made available through Newspapers Canada’s Community Content wire service in the coming months. “Helping Canadian car owners to understand the importance of regular vehicle maintenance and repairs is imperative to protecting the environment, maintaining vehicle value, and enhancing road safety,” says Marc Brazeau, president and CEO, AIA Canada. “We are very pleased to partner with Newspapers Canada to better share this message with Canadians from coast to coast.” “This partnership initiative will allow us to provide our newspaper members with relevant and timely editorial content and other resources to assist in their automotive coverage,” says Newspapers Canada CEO John Hinds. As the national trade association for Canada’s automotive aftermarket industry, AIA represents more than 900 members across the country. Newspapers Canada is a joint initiative of the Canadian Newspaper Association and the Canadian Community Newspapers Association. As the voice of Canada’s newspaper industry, the two associations combined represent over 850 daily, weekly, and community newspapers in every province and territory in Canada.

Jobber News is published by BIG Magazines LP, a div. of Glacier BIG Holdings Company Ltd. a leading Canadian information company with interests in daily and community newspapers, and business-to-business information services. All rights reserved. Printed in Canada. The contents of this publication may not be reproduced or transmitted in any form, either in part or full, including photocopying and recording, without the written consent of the copyright owner. Nor may any part of this publication be stored in a retrieval system of any nature without prior consent. Canada Post Canadian Publications Mail Sales Product Agreement No. 40069240 “Return Postage Guaranteed” Send change of address notices, undeliverable copies and subscription orders to: Circulation Dept., Jobber News, 80 Valleybrook Drive, Toronto, ON M3B 2S9 Jobber News Magazine (ISSN#0021-7050) is published monthly by the Business Information Group, 80 Valleybrook Drive, Toronto, ON M3B 2S9 US office of publication: 2424 Niagara Falls Blvd, Niagara Falls, NY 14304. Periodicals Postage Paid at Niagara Falls, NY. US postmaster: Send address changes to Jobber News Magazine PO Box 1118, Niagara Falls, NY 14304-1118. From time to time we make our subscription list available to select companies and organizations whose product or service may interest you. If you do not wish your contact information to be made available, please contact us via one of the following methods: Phone 1-800-2687742, Fax 416-510-5140, e-mail: jhunter@businessinformationgroup.ca. Mail to: Privacy Officer, Business Information Group, 80 Valleybrook Drive, Toronto, ON M3B 2S9 Business Information Group 80 Valleybrook Drive, Toronto, ON M3B 2S9 “We acknowledge the financial support of the Government of Canada through the Canada Periodical Fund of the Department of Canadian Heritage”. Association of Business Publishers 205 East 42nd Street New York, NY 10017

ISSN 0021-7050 Online 1923-3477

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Modest Quarterly Growth for Uni-Select

Aftermarket parts and supplies distribution network UniSelect Inc. generated modest organic growth in sales in the second quarter, but that uptick could not outrun the declines in the first quarter, leading to an overall drop in results for the first six months of the year. The company generated sales of $476.2 million in the second quarter of 2013, similar to the comparable period of 2012, an overall organic growth of 1.2%. Sales of the U.S. operations totalled $339.5 million in the second quarter, with an organic sales growth of 2.7%. The positive organic growth is the result of sales programs and overall better execution combined with an improved service level in the operations permitted by a more stable ERP system. As a result of store closures, sales decreased by 1.6%. Store closures are related to the internal strategic and operational plan (the “Action Plan”) announced on July 11, 2013. Sales from the Canadian operations totalled $136.6 million compared to $139.4 million in the second quarter of 2012, including a negative organic growth of 2.5%. Since the beginning of fiscal 2013, the corporation reduced its debt by $24.9 million and generated cash from operating activities of $50.0 million compared to $35.0 million for the same period last year.

The Right Choice is the Smart Choice!

Wendel Clark’s first Meineke Car Care Centre Opens In Vaughan, Ont. Meineke Canada vice president and general manager Duane Arbeau (at left) welcomed the newest Canadian franchisees to the Meineke team, at the opening of the first of three planned Wendel Clark Meineke Car Care Centres headed by the former Toronto Maple Leafs captain. Shown at 5767 Hwy. 7 in Vaughan, Ont., (l-r) Arbeau, franchisees Cam Campli, Clark, and Andrew Jackson, president of Jackson Events.

Meineke Canada’s newest Car Care Centre opened with former Maple Leafs captain Wendel Clark front and centre. Clark, with partners Andrew Jackson and Cam Campli, plan to open two additional Meineke franchise locations over the next two years. Promotions expert Jackson specializes in celebrity placement and event planning through Jackson Events. Campli and his wife, Rita, have been successful Meineke franchise owners for over six years. Together, the trio brings business savvy and celebrity muscle to North America’s 900-locations-strong Meineke Car Care Centers team.

It all comes down to the wheel end. Built to the same exacting standards as our originalequipment products and engineered to thrive under pressure, FAG Hub & Wheel Bearings deliver everything you’d expect a company that supplies O.E. manufacturers around the world: • • • •

Quality engineering Original-equipment fit Integrated sensors (where applicable) Fully-integrated rolling units

FAG brand hub and wheel bearings: Anything less just isn’t intelligent. 5370 Wegman Drive Valley City, OH 44280 Phone 800 274 5001 Fax 330 273 3522 www.Schaeffler-Aftermarket.us Certified to ISO 9001:2008

Continued on page 9 JOBBER NEWS / SEPTEMBER 2013

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Vicky Forrester of Parry Automotive, Orillia, Ont. 2012 Counterperson of the Year

Do you know who the

Best Counterperson is? The 2013 Jobber News Counterperson of the Year Award seeks to reward the very best of the frontline workers in the Canadian automotive aftermarket. Anyone can nominate a counterperson, and anyone is eligible. Evaluation and selection of the winner will be made on the basis of experience, training, as well as customer and store owner comments. While not mandatory, participation in and organizing of training clinics, proficiency in computer cataloguing programs, and professional certifications such as Red Seal and ASE Parts Specialist will all be , considered strongly in a nominee s favour.

Formally named the Abe Schwartz Counterperson of the Year Award, it is named after the late owner of century-old British Auto Supply in Toronto, who worked behind the counter for more than half a century.

The 2013 Jobber News Counterperson of the Year Award is sponsored by:

www.epicor.com

Nominate your choice online at www.autoserviceworld.com or complete and mail the form below to: Jobber Awards c/o Counterperson Award,12 Concorde Place, Suite 800, North York, ON M3C 4J2 or fax to 416-510-5140.

I nominate:__________________________________

The reason I believe this nominee deserves this award is:

Who works at ______________________________________

___________________________________________________

Address ___________________________________________

___________________________________________________

Phone (______)_____________________________________

___________________________________________________

My Name ________________________________________ Company __________________________________________ Address ___________________________________________ Phone (______)_____________________________________

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___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________ Please use a separate sheet if you require additional space

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Continued from page 7

Walter Surface Technologies Inaugurates International Campus and Bio-Circle Facility

The newly redeveloped Walter facility incorporates the Bio-Circle dedicated production facility as well as R&D, distribution, international headquarters, and training faciliites.

Walter Surface Technologies held the official opening of its International Campus and BioCircle facility, in Pointe-Claire, Que., introducing a state-of-the-art production and distribution facility to customers and business partners. Walter, which is best known for its metal surface finishing and cutting discs and abrasive products, developed its Bio-Circle business line in the eco-conscious cleaning products segment over the past few years. The recent announcement signals the full ramping of the Bio-Circle business unit. Including the recent extension to its previous facility’s footprint to house the Bio-Circle business, after several years of investments in sophisticated design and construction, the entire LEED Gold-Certified 92,000 sq.ft. Walter Surface Technologies International campus is now complete, still located on its original site just west of Montreal proper. The campus serves as the overall international headquarters for the Walter Company, encompassing corporate management, R&D, laboratories, product management, a test centre, marketing, sales, warehousing, distribution, and after-sales service. Construction of this campus represents an investment of over $30 million. The new Bio-Circle complex contains a hightech bottling plant where production capabilities are increased tenfold. State-of-the-art process control is in place along with automated labelling and bottling.

2013 AAIA Head Of The Class Award Winners Announced

The Automotive Aftermarket Industry Association (AAIA) has announced the recipients of its 2013  Head of the Class Award, honouring six aftermarket companies that continually invest in employee education and training. The award is administered by the AAIA Education Committee on behalf of the association, and was created to highlight and recognize companies that continually invest in employee education and training. The award promotes the value and benefit that this investment provides to the employees and their companies, and also the entire aftermarket industry. The 2013 winners, designated by aftermarket category, are: • Manufacturer (Large): Dorman Products, Inc., Colmar, Pa. • Manufacturer (Mid-Size): Mevotech, Inc., Toronto, Ont. JOBBER NEWS / SEPTEMBER 2013

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•W  arehouse Distributor (Large): The Merrill Company, Spencer, Iowa • Warehouse Distributor (Mid-Size): Motown Automotive Distributing Co., Farmington Hills, Mich. • Business Service: Sonsio, Inc., Arvada, Colo. • Manufacturers’ Representative: Tascosalesreps, Memphis, Tenn. Winners were selected based on the education and training practices of the company, including what prompted the company to invest in training, the types of training accomplished, the initial goals, their experiences, results of the training, and any future plans. Each of the winning companies exhibited a dedicated and continuing investment in enhancing the quality and level of learning and skill development for employees in their companies. The recipients will be recognized at AAIA’s Fall Leadership conference in Dallas, Texas, Sept. 9-11, 2013. They will also receive an award to display at their place of business and information on their winning programs will be posted on the AAIA website at http://www. aftermarket.org/Education/headoftheclass.

New Raybestos Brake Pads and Rotors Added Raybestos brand brake parts has begun adding listings for the 2014 model year, with coverage for nine makes and thirteen 2014 models.

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Bosch Adds Brake Shoes To Product Lineup Bosch has announced the addition of Bosch Brake Shoes to its line of braking products for the aftermarket with full line coverage of service brakes and parking brakes for domestic, Asian and European applications.

OBITUARY Gerry Plener, Canadian aftermarket veteran, passed away the morning of Thursday, August 22, 2013. Plener, who became synonymous with the aftermarket brake business, spent much of his career at the Echlin and then Dana Brake and Chassis companies and was an important part of the success of the Raybestos brand in Canada. Though he officially retired some years ago, he most recently had acted as advisor to the ABS Friction Company based in Guelph, Ont. The online condolence book can be found at http://benjaminsparkmemorialchapel. ca/Home.aspx.

APPOINTMENTS

Uni-Select has announced the appointment of Brent Windom to the position of president and chief operating officer for its U.S. automotive business. Windom has been with Uni-Select for nine years. He was formerly senior vice-president, sales and marketing, U.S. Automotive. Prior to August 2012, he was responsible for sales and marketing across North America. With nearly 30 years in the automotive aftermarket, Windom has served as vice-president of marketing and merchandising for MAWDI from 1994 to 2004, when it was sold to Uni-Select. TRW has announced the appointment of David Mestdagh as vice-president, TRW Automotive Aftermarket, North America. Mestdagh, who holds a bachelor of arts degree in economics from the University of Michigan, joins the business from Continental Automotive, where he served as the general manager of NAFTA Aftermarket Operations. Prior to joining Continental, Mestdagh held various positions of increasing responsibility in aftermarket sales management for both Visteon and Federal Mogul. 9

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CONNECTING WITH CUSTOMERS

The Laws of Attraction: Why consumers choose the aftermarket, and why they don’t

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J.D. Ney is Supervisor, Canadian Automotive Practice, J.D Power & Associates. He can be reached at jd.ney@jdpa. com.

The J.D. Power 2013 Canadian Customer Commitment Index (CCI) Study, released in mindAugust, is a comprehensive analysis of the vehicle service behaviour and satisfaction of approximately 21,000 Canadian owners of four- to 12-year-old vehicles across the country.

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o vehicle owners in Canada select the aftermarket for servicing their vehicles because it’s cheap? When it comes to the automotive servicing behaviour of Canadians whose vehicles are either entering or within the aftermarket’s traditional territory (between four and 12 years old), price may initially drive and mould their service location choices, but it is likely that other factors solidify the relationship. As jobbers, it’s important to help your service provider clients understand the fundamental motivations of their own customer, the Canadian driver. In the 2013 Customer Commitment Index (CCI) Study, J.D. Power surveyed owners of four- to 12-year-old vehicles not only to determine their overall service satisfaction with OE dealers and the aftermarket, but also to determine their reasons for choosing their service provider and to identify the key motivators and sources of information that led to that decision. And, while the overall satisfaction question is critical, so too is a solid understanding of those prime motivators – particularly if aftermarket players are to hit the most appropriate notes with their marketing and promotional efforts. Let’s first tackle the everpresent question of price – or rather, the perceived “cheapness” of aftermarket service providers. Do post-warranty customers abandon the dealership environment simply because the aftermarket is cheaper? The short answer is “yes,” albeit with a significant “but.” Overall, 42% of owners of four- to 12-year-old vehicles use only a dealer for their service needs, while 35% service exclusively in the aftermarket. The remaining 23%, for various reasons, use a combination of dealership and aftermarket facilities during the course of 12 months. Among owners who switched from a dealer to the aftermarket for their most recent service occasion, 39% indicate that they did so because they perceived the dealer cost as being too high – the most frequently cited reason. Moreover, the data shows that once in the aftermarket, customers do indeed experience a smaller average invoice ($232 per visit at an aftermarket location, vs. $264 at a dealer). So, the initial perception is at least a partial reality; however, with this actual gap in terms of dollars representing less than the sales tax,

it’s difficult to imagine the small savings being the basis for the kinds of long-term business relationships observed between customers and their aftermarket service provider. Even with price as an early motivator to try the aftermarket, if the only differentiator once there were nominal savings, the likelihood of customer retention would be questionable. In short, the data shows that there is something else going on during the visit that changes the conversation from price to value. This is precisely what is observed when looking at the group of vehicle owners who last serviced in the aftermarket as a whole. When asked their No. 1 reason for service provider selection, the top reasons cited are past experience (20%); the mechanic who usually repairs my car (16%); convenient location (16%); and good customer service (13%), with lower price (10%) just barely eking into the top five. Moreover, only 3% cite a special offer or coupon, calling into question the efficacy of this particular go-to strategy across the service provider network. The muted impact of cost is also evident when owners were asked for their most important source of information regarding the service location selected. Among this group of aftermarket service customers, 60% indicate that it was a prior experience with the facility; 27% indicate a recommendation from friends and family; only 4% cite an advertisement. So do vehicle owners select aftermarket locations because they’re cheap? Perhaps impressions lead them in that direction in the beginning; but remember that their primary source of information is recommendation and not low-price promotion. Once they’ve paid the first bill and much of that perceived competitive advantage is gone, they elect to return for reasons that are anything but price-sensitive. With their return business they choose value over cost, customer service over coupons.

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MARKET TRACKER

Ride Control:

How it Can Boost Loyalty And Your Bottom Line By Steve Pawlett

T

aking the time to educate your customers on how shocks, struts, and ESC systems work in unison to provide superior performance and crash avoidance will result in a loyal customer and increase your sales at the same time. While most vehicle owners think ride control is just a comfort feature, its primary purpose is accident avoidance; so keeping shocks and struts in optimum operating condition is paramount to driver safety. Shocks and struts affect the drivability of the vehicle by optimizing braking, traction, handling, and wear. “When talking drivability, what that really means is handling and control; and for that, shocks and struts have a direct relationship,” explains Kyle Freund of KYB Americas Corp. “Handling and control mean being in control during any driving condition. The vehicle will respond the way the driver needs – steering, stopping, and manoeuvrability – on demand. To do this, the vehicle must keep the tires glued to the road.  Shocks and struts help keep the tires from bouncing, which causes loss of road contact, and they also keep the vehicle body weight from shifting and rolling, which causes a loss of vehicle control and handling. You could say, then, that their main job is to resist both tire and vehicle body motion. When shocks and struts are working well, the vehicle maintains traction on the road and has the optimum stability in every driving condition: stopping, turning, swerving, [maintaining control] over bumps and potholes. As a byproduct, drivability and driver satisfaction also improves.” “Ride control components are part of a vehicle’s safety triangle system, which plays a vital role in providing safe steering, stopping, and stability. The safety triangle includes the tires, brakes, steering components, and shocks and struts. The presence of just one worn shock or strut can compromise the performance of this system and the safety of the vehicle,” explains Bill Dennie, director, ride control channel management, Monroe Shocks & Struts/Tenneco. “For example, worn ride control components can increase stopping distance by several metres in certain situations. In addition to stopping performance, ride control components contribute to vehicle stability by controlling weight transfer around corners and in high-speed manoeuvres, and steering precision by helping to keep the tires in firm contact with the road.” 12

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“As for safety, worn shocks and struts allow additional movements to the tire, even during normal driving. The result is a reduced tire contact patch which could cause longer stopping distances, less control during turns and lane changes, and slower vehicle response.  These additional movements could also prematurely wear other suspension components. All of these additional movements and wear could negatively affect a driver’s ability during an emergency situation,” adds Freund. With an evergrowing car park of aging vehicles, there are plenty of opportunities for jobbers to tap into this market and build sales. “First, it should never be about a premium, good, better, or best strategy,” advises Freund. “Replacement parts should target original design function.  For the jobber, this means asking the right questions and focusing on the customer’s goal for replacement rather than a price.” “Your target customer is likely someone with a 10-year-old vehicle. They can’t afford a new vehicle, but when they go to the shop and discover they need four shocks, they get hit by sticker shock at the cost of the job. In order to not lose the first-line sale, jobbers should be sure to have an option for Continued on page 14 JOBBER NEWS / SEPTEMBER 2013

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MARKET TRACKER

Watch your savings grow

KYB’s online savings promotion for Service Providers You can also win 1 of 5 $1,000 Visa Gift Cards Available only at authorized participating KYB jobbers. See details and signs up at:

KYBREWARDS.COM

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Promotional period Sept. 1st-Oct. 31st

a second-line shock,” advises Kevin Fleury, sales director for Transbec. “We carry the Gabriel line of shocks and offer our quality Evolution economy shock line.” “Jobbers can capitalize on an aging vehicle market by focusing sales on vehicles in the five-10-year-old range or 80,000 km, definitely before the vehicle reaches 160,000 km. These are prime candidates for shock and strut replacement. Replacing shocks and struts at this interval can restore the vehicle’s performance back to the way the manufacturer intended, and simultaneously improve driver satisfaction for the second half of the vehicle’s life,” adds Freund. “Because the change in the ride is so gradual, most don’t realize how uncomfortable their ride has become until they have the new shocks installed,” adds Fleury. “Transbec was the first WD to come out with economy shocks, and this firstgeneration unit had its fair share of problems. Since that time, the manufacturing has improved greatly. The manufacturers have done their reverse engineering and QC on it, and the latest generation of economy shocks has improved dramatically. The vast improvement in quality now makes the economy or second-line shocks a viable option to ensure you make the sale,” explains Fleury. One of the most significant advances in replacement ride control components in the past decade has been the introduction of strut assemblies, which incorporate all of the components necessary for a complete strut replacement in a single, ready-to-install unit. Monroe’s Quick-Strut assemblies were the first bolton assemblies widely available in the aftermarket, and have since been joined by a number of other similar units that improved the economics of strut replacement by reducing job complexity and installation time. They also have led to better, more complete repairs by ensuring that all of the necessary components, including upper bearing plate, coil spring, and spring isolator, are replaced at the same time. This helps shops avoid unwanted comebacks related to undiagnosed bearing wear and other issues. When it comes to signs of worn or failed ride control components, there are obvious indicators such as significant leakage, a broken mount, and/or loud noises coming from the wheel area. But in fact, most signs of wear occur so gradually that drivers often fail to detect the resulting loss of steering precision, stopping performance, and stability. “That’s why it’s so important to have a safety triangle inspection performed every 12,000 miles or in conjunction with each brake job, alignment, or tire replacement. This inspection should include a test drive during which the technician checks for brake dive, acceleration squat, loose steering and excessive body roll – all of which can be caused by worn ride control components. A tire inspection is another important check; worn shocks and struts can lead to abnormal wear such as cupping,” explains Monroe’s Dennie. “It’s no secret that there are millions of vehicles on the road today with one or more worn ride control units. Tenneco and Monroe have invested in communication programs and training materials to help close this gap. In addition, the consumer-focused Motorist Assurance Program is aware of this issue and has recommended that worn shocks and struts be replaced at 80,000 kilometres to help improve vehicle handling characteristics and comfort,” adds Dennie. “There are many resources available on www.kyb.com, but our main source is to contact us at marketing@kyb.com. We maintain a library of printed, email-capable, and digital media resources for the jobber or salesperson to use. You can also contact any KYB representative,” adds Freund. “All Monroe premium shocks and struts are also precisely calibrated to restore likenew ride characteristics on vehicles equipped with other steering and suspension components that have experienced some level of wear – which, of course, means virtually all vehicles that are brought into a shop. Our engineers build in an extra measure of tuning to accommodate the potentially increased suspension movement and other issues commonly encountered in older vehicles,” adds Dennie. Transbec offers jobbers a customizable Power-Point presentation and supports clinics for technicians and consumers. “It’s also prudent to hold clinics for female

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KYB Shocks & Struts Research, testing, zero-defect manufacturing tolerance and a commitment to original vehicle design and performance. The choice of New Vehicle Manufacturers and Top Service Professionals around the world. Beware of Copies & Imitations If it doesn’t have the KYB logo - it’s not KYB. Anything less than KYB.......is just less! Please visit us at www.kyb.com to learn more

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MARKET TRACKER

Canada

Air Suspension Products

Arnott designs and manufactures quality air suspension replacement products for luxury cars and SUVs. Arnott products provide a great ride and an original equipment fit every time. Plus, Arnott backs its products with outstanding customer service, the best warranties in the business and now ships to Canadian customers from our new Ontario Distribution Center.

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customers. It’s a great way to educate them and give them the tools they need to understand the maintenance needs of their vehicle,” adds Fleury. Interestingly, tests carried out by the Cologne Institute for Traffic Safety in Switzerland found marginal shocks (50% less dampening ability than new shocks) increased the distance it took to stop the vehicle by 6 to 10 metres at 50 kph. That’s a 23% increase! Ride control still remains one of the most communicationdependent categories jobbers must deal with. Educating consumers and technicians alike has proven to benefit sales and customer satisfaction.

“Top 10 Signs of Worn Shocks and Struts” Video The originator of the world’s first automotive shock absorber in 1907 has introduced a new Answerman video to help communicate the indicators of worn shocks and struts on light vehicles. Gabriel’s new “Top 10 Signs of Worn Shocks and Struts” video is available to view at the Answerman section of Gabriel’s website or at YouTube (Preview) on The OriginalGabriel channel. “Often, drivers don’t know their shocks and struts have deteriorated, because wear happens gradually,” says Christine Fisher, marketing and communications manager at Gabriel. “The video supplies installers and counterpeople with another means to communicate the signs of wear to consumers.” The Signs of Worn Shocks and Struts Every day, thousands of motorists may not even realize they are riding on significantly worn shocks and struts. In emergency manoeuvres, these worn shocks and struts can lengthen braking distances and affect handling and stability. Gabriel’s ten warning signs video helps to create clearer awareness of these signs, with descriptions, video comparisons, and actual product shots. The 10 signs that a vehicle might have worn shocks and struts are: 1 When the vehicle has exceeded 50,000 miles on the current set 2. If the vehicle nose-dives while braking 3. If there is excessive bounce when driving over rough surfaces 4. When the vehicle veers in crosswinds 5. If there is excessive lean or sway in turns 6. If the steering wheel vibrates 7. When uneven or premature tire wear is experienced 8. If fluid is leaking from the shock(s) or struts 9. If the shock or strut housing is dented or damaged 10. When your trained service technician raises concerns JOBBER NEWS / SEPTEMBER 2013

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COVER STORY

High Tech

Visibility

New Developments Dominate Wiper and Lighting Markets By Steve Pawlett

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COVER STORY

Aside from the widespread obsession with texting while driving, it’s common knowledge that when our eyes are on the road ahead, over 90% of driver decisions are based on a clear, unobstructed view. This makes it critical that both vehicle lighting and wiper blades are working properly to provide vehicle owners with a clear view at all times, in all conditions. Technological advances in both of these categories are continuing to lead the way to increased sales opportunities. In the lighting category we are now seeing a significant growth in LED lighting systems. “LED is the main element in new headlight design,” explains Alfredo De La Vega of Hella, a major producer of LED headlamps. “In addition to the benefits of LED as a light source, such as durability, performance,and colour temperature closer to daylight,LEDs allow designers to apply new designs,shapes, and forms to headlights, improving the look of the vehicles while improving safety and performance.”  Hella is combining different plastic techniques to enhance the look of the headlight. “Also, the headlights of today and tomorrow feature multiple functions including low beam, high beam, fog light, and turn signal. In some cases, other types of beam patterns are incorporated into the design, such as road beam or city beam,” adds De La Vega. “Our emphasis, and the trend among many auto parts distributors, is on delivering highly innovative, premium replacement lighting technologies that help dramatically improve the consumer’s driving visibility. The average age of drivers continues to rise, and they’re driving more miles at night and in inclement conditions than ever before. The ability to upgrade to better-than-OE headlamps at an affordable price is a very appealing option to millions of consumers. The key, of course, is making them aware that these upgrade opportunities exist,” explains Michael McKee, director, global visibility, Federal-Mogul. “The Wagner brand has been addressing this trend. We expanded our premium headlamp offering to include three better-than-OE technologies: Wagner NightDefense, BriteLite, and TruView Plus headlamps. Each offers unique performance benefits designed to match the requirements of today’s vehicle owners,”

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adds McKee. GE has also caught onto this trend with the introduction of the Nighthawk LED headlight, which is designed to be a direct drop-in replacement to sealed-beam products.The GE LED headlamp uses an array of LEDs with a colour temperature of approximately 5600 degrees Kelvin. “They were originally developed for heavy-duty truck applications, but we soon found they had a wider appeal from other market segments,” explains Bess Collins, marketing manager for GE Canada. “These sealed-beam LEDs appeal to a lot of classic car and motorcycle enthusiasts, because the lighting replicates that of new models. We are currently in the process of marketing our 5 X 7 sealed beam and seven-inch round light to these other markets, and we are working on developing other models within the next year,” adds Collins. GE Nighthawk LED replacements have a long life, require no maintenance beyond normal lens cleaning, and produce light with a colour temperature that is close to daylight. They utilize a rugged lamp housing to withstand impacts, and solid-state circuitry design for vibration resistance; epoxy-sealed electronics avoid moisture and corrosion, resist wear and distribute light evenly using a non-yellowing, polycarbonate lens. Continued on page 20

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Last year at AAPEX, GE launched its Nighthawk Xenon lights, which will be available in the coming months. While competitors in this market segment offer 50% more light, GE’s new Nighthawk Xenon lights offer 120% more light. “Our new Xenon bulb has an extra charge of xenon that puts more light on the road,” adds Collins. Today there are approximately 20 car models on the road with LED headlamps, some of which are all-LED while others are hybrids, equipped with LED low beams and halogen high beams. At the low end of the market, the low beams are LED because they are on all the time, even when the main beam is on. Car makers have accepted this hybrid solution because of its cost-effectiveness. Premium vehicles like Audi’s A8 and A6 use projector headlamps, while mid-range vehicles are beginning to use less-costly LED reflector designs. PIAA recently introduced the 530LED and 570LED series reflector-facing LEDs that project off of a computer-designed multi-surface reflector, to provide better illumination than halogen lights but with the durability and low power draw of LED lighting. “PIAA wanted to perfect LED lighting when we designed reflector-facing bulbs and new reflector technology. The design offers significantly improved lighting and beam control compared to conventional LED and halogen lights with forwardfacing bulbs. The result is greater visibility for drivers,” explains Dino Ignacio, senior product manager PIAA. Key to achieving these performance advantages is PIAA’s advanced Reflector Facing Technology (RFT). PIAA’s exclusive computer-designed, multi-surface reflector concentrates and focuses the beam pattern of the rearward-facing LED bulbs more precisely than forward-facing LED lights. Both series of PIAA LED lights provide brilliant illumination, but with lower power consumption than conventional LED and halogen lights. They light the road with a brilliant cobalt-blue colour that is clearly visible to oncoming traffic to provide an added measure of driving safety. Philips’ new X-treme Vision halogen headlight bulb delivers 100% more light than standard halogens. It is DOTcompliant and lights up the road further than any other halogen headlight. The X-treme Vision light features new X-plosive concentrate technology that includes a chromium tip, special anti-reflex coating, improved geometrical filament design, new gas composition, and adapted pressure as well as quartz glass with a new optical finish. The Philips Crystal Vision 5000K Xenon HID is now available with a light that is 25% whiter than standard HID. White light means better peripheral vision for increased nighttime driving safety. The bulb is directly interchangeable with a vehicle’s originally equipped HID bulbs. “LED is the more economical solution; however the development of LED headlights requires more engineering, since sophisticated electronics are required not only to manage the power but the functions of the lamp, so the market will have to wait a bit to see more vehicles with LED headlights. Hella has several projects underway that will be presented in the following two to three years,” adds De La Vega. The reflector LED was first used on the basic model of premium car lines and has now migrated to mid-range cars. 20

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One of the main features of high-end LED projector headlamps is the fact that they require less frontal area, which allows the hoodline of a car to be lowered. This also opens up endless design opportunities for OEs to create a light shape that is as distinctive as the radiator grilles of old. For example, Audi’s A8 and A6 have eight to ten unique lenses to get their “wing” headlamp shape. Unlike bulb-based reflector designs, which are constrained by their omni-directional sources where a significant fraction of output has to go straight from the filament to the outside world, LED headlamps can take advantage of their directional sources and reflect every part of the output at least once. The LED position is at the side or pointing back into the reflector and not forward-facing, resulting in better control of the beam and allowing for more interesting reflector shapes. Despite the marketing, early LED headlamps were actually dimmer than lamps based on older xenon high-intensity discharge (HID) technology. Now the difference is minimal, allowing advance features to be incorporated. “LED lamps are designed to last longer than halogen and HID ones. Their replacement will take some time and it is not a simple lamp,” explains De La Vega. “In some cases it may require the use of diagnostic equipment to aim the lamps and reset the computer.” In general, LED lighting features all the stuff of other highend solutions like xenon, such as a glare-free high beam where a camera detects oncoming traffic. These glare-free high-beams automatically put a dark patch in the beam where the camera identifies other vehicles. At the moment, the beam for both xenon and LED designs are shaped by a variable-shape shutter partway along the optical path within a projector set-up. This shutter throws away a lot of light, which is why plenty of optical power is required. “Since the new lamps are much more sophisticated, their price is not comparable with a simple one-reflector halogen lamp. The aging car market means jobbers need to ensure they offer an original lamp as well as the newer LED units. Since the LED lamps are a high-tech element, we are expecting it to take some time before aftermarket versions become available,” adds De La Vega. “Awareness is the number-one barrier to increased sales of premium lighting products. Most drivers have been in situations when they wished they had better driving visibility, so presenting them with an opportunity to avoid those dangerous and uncomfortable situations is a great way to gain a sale and a long-term customer. Our channel partners have found that the best way to build awareness is at the point of sale with a highimpact display that clearly communicates product benefits. Put these displays as close to the cash register as possible. In fact, this approach can convince many consumers to upgrade their headlamps immediately, rather than wait until one of their existing lamps burns out,” says McKee. “At Wagner, we have invested in eye-catching new merchandising materials for all areas of the store, from the front windows to the counter to the lighting aisle. These include an attractive window cling that reminds consumers to ‘See Better and Drive Safer with Premium Lighting,’ and fourfoot display header signs or aisle violators that help make it easier for customers to find the right replacement lighting product. The best way to build premium sales, however, is Continued on page 22 JOBBER NEWS / SEPTEMBER 2013

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Peterson LEDs

SHINING RED, BRIGHT & BLUE. At Peterson, we’re proud to make many of the best LED lights on the market. We’re even prouder to make them right here in America’s heartland, where the world’s best workforce keeps innovative Peterson solutions on the move. Every time you choose a Peterson LED, take pride in making America’s light shine a little brighter.

®

PETERSON

Solutions on the Move.

Blue LED for illustrative purpose only; not available for sale.

www.pmlights.com

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through our countertop display and assortment, which features all three of our premium technologies,” adds McKee.

HYBRID WIPER TECHNOLOGY

www.redi-sensor.com

Never any added sensor programming or cloning steps with REDI-Sensor™ TPMS! Delivering over 85% coverage with just 3 sensors. • Ready out of the box! • Pre-programmed and designed to follow OE vehicle relearn procedures • Works with all major TPMS scan tools • Now covers over 85% of all vehicles in North America • Reduces inventory and eliminates service delays • OE designed and validated For more information, e-mail: salessupport-us@vdo.com or call: 800-564-5066

See why VDO REDI-Sensor™ saves time and money. Watch the video:

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Vehicle wiper blades have also experienced a great many technological advances as well as many design challenges posed by advanced OE model designs. “There has been a strong shift toward flat, or ‘beam,’ blades at the OE level, and we continue to see strong growth for this technology in the aftermarket, both among consumers who want a direct replacement for their OE blades as well as those who want to upgrade to a premium design,” explains Mike McKee, global product director, Anco Wiper Blades, Federal-Mogul Corp. “Beam blades conform to the windshield to offer an infinite number of points for maximum windshield contact and a uniform wipe,” agrees Patricia Lazzarotto, Canadian regional director, Trico Products. “Trico introduced its hybrid wiper blade in 2010 and has made recent improvements on universal adapters to accommodate the growing number of arm styles, for easy installation.” “The newest technology, however, is the hybrid blade, which combines the best characteristics of both traditional bridge-style wipers and flat blades. Anco Transform hybrid blades integrate the aerodynamic features and all-weather performance of our flat blades as well as the multiple pressure points provided by the best bridge-style blades. As a result, you get strong, consistent blade-to-glass contact through the full range of wiper arm motion,” adds McKee. “Another important wiper design is Anco’s newly patented Articulated Contact Technology (ACT), which is utilized in our Contour and Profile flat blades. ACT incorporates a spoiler design that generates down force to reduce wind lift and maintain optimum blade-to-glass contact. This design permits unrestricted flexing of the blade for more uniform pressure distribution and improved conformance and contact with the windshield. It is also specially formulated to prevent stiffening of the flexor in cold temperatures,” says McKee. Many performance challenges are placed on aftermarket blade designs as OEs continue to make changes to their model lineup. “The greatest challenge is arm styles. European, domestic, and Asian OEMs are not consistent in their use of arms. In addition there are many performance challenges created by the size and curvature of windshields,” explains Lazzarotto. “For example, on the G6, GM went from a pinch tab in 2007 to a push button in 2008, to a pinch tab in 2009. Ford changed arm styles three times between 2006 and 2009 on their 500 and Taurus models.” “Providing consistent, firm conformance to each model’s unique windshield contour is an ongoing engineering challenge for every wiper manufacturer. Because we’re a Continued on page 24

Mercedes Takes Lighting To The Next Level Mercedes-Benz recently released details on its latest crossover concept,  now officially being called Concept GLA. The GLA has the same evocative styling as the CLA, but what will really set this crossover apart is its tech. The GLA has laser headlights that can illuminate the road ahead or project images and video onto a screen or garage wall. The laser light show will work with any file format supported by the GLA’s Command infotainment system, which means pictures or videos can be uploaded from smartphones and other devices for projection. Mercedes believes the technology could enhance road safety. In concert with a car’s navigation system and heads-up display, Mercedes says laser projectors could be used “to project the directional instructions from the navigation system onto the road in the form of arrows – in this way other drivers and pedestrians would be able to see where a driver is heading.” For anyone wishing to become a Google Street View-esque stalker, Mercedes also mounted two HD cameras in the GLA’s roof rails. They can record images as the car drives along, or be detached and mounted on mountain bike or skateboard helmets like GoPro cameras. The GLA is also self-aware. A “Coming Home” feature activates pulsing blue LED lights (which function as daytime running lamps during normal driving) when the driver approaches, and the air vents change colour depending on interior temperature. While the Concept GLA seems like a shoo-in for production, we’ll have to wait and see if the lasers and other tech make it to showrooms.

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DELIVER

MAXIMUM LIGHT

AND BETTER PERFORMANCE There are GE NIGHTHAWK™ products for nearly everything on wheels – from long-lasting LEDs to xenon-charged headlamps that focus up to 120% more light on the road.* Give your customers the benefits of advanced technology from a leader in automotive lighting: • Superior light quality • Exceptional visibility • Lasting performance To learn more about the full line, including GE NIGHTHAWK™ XENON, speak to your GE Automotive Representative or go to www.gelighting.com.

GE NIGHTHAWK™ XENON 20 15 10 5 0 5 10 15 20

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GE NIGHTHAWK™ is a trademark of GE. ©2013 GE. *GE NIGHTHAWK™ XENON halogen lamps focus up to 120% more light in an area illuminated with more than 15,000 candelas in light intensity compared to a standard halogen headlamp bulb. Specific light levels vary by bulb type and headlamp assembly.

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global OE and aftermarket supplier, we have an advantage in terms of advanced platform insight as well as extensive R&D resources that help us remain a leading innovator across all wiper categories,” adds McKee. Wiper blades aren’t something most consumers think about until they absolutely have to, but clear visibility is critical to safe driving. As consumers continue to keep their vehicles longer (the average vehicle age is now 11.3 years), they are apt to maintain their vehicle more regularly and are more willing to spend the dollars necessary for better, longer-lasting performance. Jobbers and technicians can capitalize on this by educating their customers on the differences the more premium technologies like beam and hybrid wiper blades offer. “Also, many people don’t realize they have a third wiper blade that needs to be replaced as well. Some counter staff are forgetting to ask the customer if they need it replaced and this is an easy additional sale,” adds Lazzarotto. “Wipers experience wear and tear on an ongoing basis, not simply when they’re in use,” explains McKee. “Operation in dirty, dusty environments and in extreme heat can damage the blades over time. Non-winter-type wipers can also be damaged by heavy snow and ice, particularly when the owner is using a scraper on the windshield. Ultraviolet attack is also an issue that will eventually limit the life of even the most sophisticated rubber formulations.” The obvious signs are mechanical damage to the blade superstructure or wiping element, but it’s obviously very important to replace blades before they get to this point. Wipers wear out very gradually in most situations, so drivers might not notice the slow deterioration of wipe quality until they find themselves in a potentially dangerous driving situation with limited visibility. The best approach is to inspect the wipers for cracking or other damage and test them on a wet windshield

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at least every six months. If there are any signs of damage or streaking, they should be replaced with new wipers. When it comes to stocking blades, it really depends on a jobber’s geographic location and the particular vehicle demographics in the area. “Out west you see more trucks on the roads, while out east you will see more imports. With trucks, you can get by with 22” inch blades while with import vehicles, often they have two different-sized blades on the windshield. So in a case like this, the jobber’s inventory is constantly being challenged to stock the right sizes currently in demand,” explains Lazzarotto. Jobbers should take full advantage of suppliers’ extensive range of POS materials and versatile in-store merchandisers to enhance sales. “Anco is launching a category-first partnership as the official wiper blade of the National Hockey League. This new relationship will enable us to connect with millions of consumers throughout the prime wiper selling season, through innovative merchandising platforms and special offers designed to drive traffic to Anco dealers throughout Canada,” adds McKee. “We offer an educational website which includes ‘Wipers 101’ tips and informative installation videos. Jobbers and technicians can access blade sizes for car, light truck, RV, school bus, transit bus, and heavy-duty trucks by make, year, and model. We also have bar codes on all wiper blades so the buyer can take a picture of it with their smartphone and it will take them to a YouTube website to show them how to install it,” adds Lazzarotto. By keeping current on supplier offerings you can ensure your customers get a clear view of the latest product choices available to them. By educating them on the latest options available, you will gain their trust and keep them buying.

JOBBER NEWS / SEPTEMBER 2013

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MARKET FEATURE

Belts & Hoses

Diagnostic Tools/Apps Mean Improved Belt and Hose Sales Technology is making hose and belt wear much easier to detect. By Steve Pawlett

T

oday’s high-performance engines produce more power, and thus more heat; so improved cooling systems are needed to maintain proper operating temperature. The most basic function of a car’s engine is to transform heat energy into effective power; but only about 25% is used for power, while 45% of the heat generated escapes as exhaust and frictional losses. This factor puts incredible stresses on belts and hoses. According to the Car Care Council, one in five vehicles on the road today needs a new belt. But due to advancements in belt construction and rubber compounds, it is difficult to detect when a belt is worn past its service life and needs to be replaced. “We believe jobbers and professional technicians are doing a great job informing their customers about overall vehicle maintenance. However, our research has found that many jobbers and professional technicians are not aware that advancements in belt manufacturing processes have made it almost impossible to detect belt wear by eye.  Since the late 1990s, automotive manufacturers have phased out neoprene serpentine belts and are now installing ethylene propylene diene monomer (EPDM) belts on new models. It’s hard to tell neoprene and EPDM belts apart visually. While neoprene belts show cracks and chunk-outs when they wear out, EPDM belts rarely show these symptoms, even at very high mileage,” explains Randy Chupka of Gates Corporation. “Today belts are mostly compounded with EPDM (Ethylene Propylene Diene M-Class), which has outstanding heat, ozone, and weather resistance for today’s engine requirements. This compound does not chunk and crack as previous compounds [did]; therefore, at a glance the belt may not appear at the end of its life,” adds Marc Therrien of Veyance Technologies Canada, marketers of Goodyear brand belts and hoses. “As EPDM belts age, they gradually lose rubber material, similar to the way a vehicle’s tires wear out. Over a period of 160,000 kilometres, a belt can lose up to 10% of its rib material. While this may not seem like a lot, the consequences can be significant. With sufficient material loss, the pulley ribs ‘bottom out’ in the valleys and ride on the belt cord. This reduces the surface contact on the valley sides where the traction is generated. Wear also increases the effective belt length, lowering the tension in the system, which also reduces traction,” explains Chupka. Studies indicate that one in five vehicles on the road needs a new serpentine belt, so regular inspections are very important. 26

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“At Gates, we are constantly developing new tools to determine belt wear, such as our free belt wear gauge and our smartphone app, PIC Gauge, both of which are available at Gatesbeltwear. com,” adds Chupka. “There are many tools now available, from the traditional belt measuring stick to tension gauges.  Our most basic is our Gatorgauge, which has proven to be popular in checking belt wear.  A key knowledge that technicians are using is checking not only the belt for wear, but other components that wear over time and can quickly decrease belt life if overlooked.  This can be a worn tensioner not keeping proper tension, a worn bearing in a pulley, or simple misalignment,” explains Therrien. “High-compression engines result in higher cylinder pressure and increased torsion vibration levels out of the crankshaft.  The belt cord strength, such as Veyance’s treated polyester cord, must handle the additional loads on the belts. Higher torsion also invites the possibility of slip, which we compound our belts to prevent. Veyance now offers Over Running Alternator Decoupler pulleys (OADs) to assist with the high demand,” adds Therrien. Counter staff are encouraged to consider the entire system when asked about belt or hose replacements. Very often, simply replacing one component within the system can lead to failure of other system components. For instance, recommend replacing the serpentine belt when the automatic tensioner is being replaced. The automatic tensioner and drive belt were originally designed with the same replacement interval, yet all too often they are replaced independently of each other. Replacing an upper coolant hose? Why not replace the lower one at the same time? Rather than simply replacing a worn timing belt, many repair facilities now choose to buy and install complete timing component kits. The kits not only include the timing belt, but also include other related items like hydraulic tensioners, timing sprockets, even water pumps for those applications where the timing belt is driven off the water pump. A timing belt failure can potentially lead to major engine damage, so a complete system repair can give the consumer long-lasting peace of mind. “It’s all about the system,” advises Chupka. On-hand product line coverage is very important as well for success in this category today. Successful stores carry a broad range of belt and hose products. In today’s fast-paced environment, the repair shop cannot wait for hours or days Continued on page 28 JOBBER NEWS / SEPTEMBER 2013

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RELIABILITY. QUALITY. PERFORMANCE. (AND COMPASSION) Providing quality and reliable performance, Goodyear Engineered Products are second to none. On the track or on the street, Gatorback Poly-V belts provide the performance you can trust. And reliability isn’t something we take lightly either.

Additionally, we’re proud to support The Children’s Wish Foundation of Canada. Veyance Technologies Canada, Inc. is a proud supporter of The Children’s Wish Foundation of Canada. www.childrenswish.ca

For more info, call 1-888-275-4397 or visit www.goodyearep.com

The GOODYEAR (and Winged Foot Design) trademark is used by Veyance Technologies, Inc. under license from The Goodyear Tire & Rubber Company. Goodyear Engineered Products are manufactured and sourced exclusively by Veyance Technologies, Inc. or its affiliates. The Gatorback trademark is licensed to Veyance Technologies, Inc. by The Goodyear Tire & Rubber Company. ©2013 Veyance Technologies, Inc. All Rights Reserved.

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for a replacement part; having product available when needed is a key factor when service providers choose a supplier. “Jobbers need to talk to their local belt and hose representative to make sure they have the coverage needed to be the supplier of choice on belts and hoses in their market area,” adds Chupka. The aging car market and those maintaining their cars longer are having a positive effect on sales. There are a significant number of aging vehicles that will be moving into the aftermarket repair channel, away from the dealer CoolinJobberNews_Layout 1 5/10/13 10:50 AM Pageby 1 managing warranty. “I feel that jobbers can best capitalize

inventory and having the right SKU at the right time, whether it be the Poly V belt, Tensioner, pulley, or OAD. The auto service professional is relying more than ever on a quick and in-stock delivery from the jobber, who must stock to meet the demand.  Tools such as the Veyance Technologies ‘DataDrive’ are helping jobbers put the part on the shelf preceding demand and having the right inventory,” explains Therrien. Jobbers should be taking full advantage of supplier point-of-sale materials and seasonal promotions to help drive sales by bringing the importance of belt and hose maintenance to customers’ attention. “Annual and monthly promotions have always been front and centre with Veyance Technologies Canada.  Point-ofsale material includes counter displays drawing attention to a worn tensioner, comprehensive timing belt kit displays You’ve picked the right choice showing all wear components for the consumer, posters and counter mats, Regardless of whether it’s a etc.  Marketing promotions include our Water Pump, Fan Clutch, Fan ‘Promotional Program 2013,’ offering Pulley Bracket, Tensioner or an Goodyear Engineered Products merOE matched Timing Belt Kit, chandise rewards to counter staff and AISIN cooling system products jobber sales personnel,” adds Therrien. are the right OE match for your “Our installer program includes direct vehicle. rebates on different product groups every two months.  As we head into fall, AISIN is the largest OE water we are offering rebate incentives on timpump manufacturer in the world ing kits with and without water pumps, and has a great understanding in free hydraulic crimper packages to the the development and engineering end user, and garage exhaust hose kit of the cooling system. promo.” Gates has released two consumer displays that help store counter personnel to convincingly speak to consumers about their vehicle’s drive system when explaining potential repairs. “The timing belt drive system display Fan Clutch Fan Pulley Bracket Tensioner educates consumers on the benefits of a complete timing system repair by showing how this belt drives components such as the cam gear, crank gear, water pump, and other components like a hydrauFree Wheel Hub Clutch Hydraulics Clutch Kit Oil Pump lic tensioner,” explains Chupka. “The accessory belt drive system display shows a consumer how a worn belt interacts with components such as the automatic belt tensioner, crank pulley, idler pulleys, alternator de-coupler pulleys, power steering pulley, and water pump.” The Gates belt wear app, the PIC Door Lock Actuator Form In-Place Gasket Timing Chain Cover Automatic Transmission Fluid (Picture Image Gauge), is a free downloadable phone app. The jobber simply You’ve been using our products for years...you just didn’t know it... takes a photo of the belt ribs with his Water Pump Timing Belt Kit smartphone, and the app analyzes the belt and returns one of three results: Green – within specification; Yellow – wear detected; Red – replace belt. Meet the By taking full advantage of the latest AISIN Meet the AISIN Family diagnostic tools at your disposal, you can Family bring the importance of belts and hose maintenance to your customers’ attenOE fit, form & function tion and build sales in this category. AISIN WORLD CORP. OF AMERICA 24330 Garnier Street, Torrance, California 90505-5327 www.aisinaftermarket.com/jn

AISIN Cooling System Products

ADS#11713

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What do the Chevrolet Camaro and the BMW M3 have in common? [ContiTech is Original Equipment on the 2012 Chevrolet Camaro 6.2L and 2008 BMW M3 V8 4.0L]

ContiTech Serpentine Belts

Now available for a wider range of makes & models. The belt of choice for many European and Asian manufacturers, ContiTech is also a supplier of OE-quality serpentine belts for domestic manufacturers such as Chrysler, Ford, and GM. ContiTech Serpentine belts require no-retensioning and are available in both metric and inch sizes. To make things even easier for the professional repair technician, ContiTech also offers a NEW Complete Accessory Drive Kit that includes all the belts, tensioners, and idlers needed for a proper replacement.

For more information, visit www.contibelts.com

NEW!

ContiTech’s NAFTA market partner.

©2013 CRP Industries® Inc. All Rights Reserved.

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AAPEX PREVIEW

THE 2013 AAPEX Show November 5 - November 7, 2013 • Sands Expo Center, Las Vegas, NV

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APEX represents the $477 billion global motor vehicle aftermarket, where more than 130,000 professionals from around the globe participate in Automotive Aftermarket Industry Week in Las Vegas, Nevada.    AAPEX is your connection to automotive aftermarket industry leaders and innovators, all in one place.  Automotive parts wholesale distributors, retailers, service chains, jobbers, and service professionals attend AAPEX. These buyers represent billions of dollars in buying power. AAPEX runs Tuesday, Nov. 5 through Thursday, Nov. 7, at the Sands Expo Center, Las Vegas, Nev., and will feature nearly 2,400 exhibitors and approximately 5,000 booths. 

AAIA Town Hall: A Preview Of Future Technology Trends At this year’s Town Hall, Janet Schijns, vice-president of medium business and channels for Verizon Enterprise Solutions, will preview future technology trends, including the cloud, advanced communications, and machine-to-machine implications for the automotive aftermarket industry. Hosted by the Automotive Aftermarket Industry Association (AAIA), the Town Hall breakfast, sponsored by Polk, will be held at 7 a.m. PST, Wednesday, Nov. 6 in the Palazzo Ballroom at The Venetian Hotel in Las Vegas. “Ignore the doom and gloom scenarios that are too often preached about the future of our industry, because Town Hall attendees are going to get a whole new perspective on how well-positioned our business is in the new communications world,” says Kathleen Schmatz, AAIA president and CEO. “Get ready for unique expert insight on how we will conduct business and compete for business on the ground and in the cloud. “Back by popular demand will be Polk’s ‘Five Trends in Five Minutes,’ presented by Mark Seng, global aftermarket practice leader, Polk, to kick off the Town Hall program,” says Schmatz. 30

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Tickets for the 2013 AAIA Town Hall include a full buffet breakfast. Individual tickets are $100 for AAIA members and $115 for non-members; a table of 10 is $850 for AAIA members and $1,000 for non-members. For ticket information, visit www.aftermarket.org and click on “Meetings/Events.”

Highest Number of Sessions AAPEX has expanded its Learning Forum to include 36 free education sessions, the highest ever offered at the event. Sessions will start on Monday, Nov. 4,  the day before the official start of AAPEX, and continue throughout the event. Attendees are encouraged to make their travel plans accordingly. Learning Forum sessions will address a wide range of topics including 3-D printing, distribution lessons from other industries, future forces in business-to-business (B2B) markets, Big Data analytics, and telematics. Sessions will be presented by top industry experts and professionals from diverse backgrounds, and  are recommended for all aftermarket audiences: manufacturers, warehouse distributors, repair shops, and parts stores. The AAPEX Learning Forum Sessions will be held at the Venetian Hotel, on the Venetian/Palazzo Congress Center Level 1, Marco Polo Rooms 701-707. Since the sessions are free of charge, seating is first come, first served.   All sessions are accredited by the University of the Aftermarket toward the Automotive Aftermarket Professional (AAP) and Master Automotive Aftermarket Professional (MAAP) professional designations.

AAPEX Mobile App The Automotive Aftermarket Products Expo (AAPEX) 2013 Mobile App offers several new features to help buyers on the go plan for the event, easily navigate the show floor, and grow their business while at AAPEX. JOBBER NEWS / SEPTEMBER 2013

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Denso Products and Services Americas, Inc., is the sponsor of this year’s AAPEX Mobile App. The app includes a searchable Exhibitor list, a Walking Map with a Booth Visited feature and a Locate Me option to help attendees orient themselves on the show floor. A My Notes feature allows buyers to send notes to exhibitors and schedule items, and a new Help button offers tutorials and frequently asked questions (FAQs). This year’s entries in the AAPEX Product Showcase are featured in the new Showcase section. Additional sections include a Planner, Schedule, Floor Plan, Buzz, and a new Shuttle Bus feature. The free app is available for Android, iPhone, iPad, and any other mobile Web-ready device. In addition, AAPEX offers ChirpE, the Mobile Web app that provides real-time access to event information and updates to all Internet-enabled smartphones. To download the AAPEX Mobile App and ChirpE, visit www.aapexshow.com/app. Buyers who have downloaded a previous version of the app are encouraged to get the new update from iTunes and Google Play. All users are reminded to sync when they open the app to ensure they have the most up-to-date information.

AVI Training Conference The  AVI Training Conference will again take place alongside the  Automotive Aftermarket Products Expo (AAPEX), giving attendees the opportunity to participate in two industry events while in Las Vegas. The AVI Conference is slated for Monday, Nov. 4 and Tuesday, Nov. 5, while AAPEX is set for Nov. 5 through Thursday, Nov. 7. Both events will take place at the Sands Expo Center. AVI’s Conference  will feature more  than 20 high-end technical classes  and management classes  to help technicians, service advisors,  and shop owners be more efficient.  Technical topics include  advanced drivability, diagnostic approaches, Bosch technologies, emissions control, schematics, and more.  Management classes will be geared toward shop owners and will focus  on  marketing, customer service, selling, and shop efficiency.  All classes are designed to give attendees a competitive edge both technically and managerially. The conference also  will include  two hospitality events for networking among attendees, instructors, and exhibitors. The AVI Training Conference is held in partnership with AAPEX, and attendees must be registered for the AAPEX badge before they can register for the AVI Conference. To register for both conferences, or add the AVI Conference registration to an AAPEX registration, visit www.aviconference.com/register.

Reman Section Sold Out The Automotive Aftermarket Products Expo (AAPEX) Remanufacturing Section sold out for 2013, with 39 exhibitors onboard to promote the environmental, economic, and product performance benefits of remanufacturing.  The section is co-hosted by the Motor & Equipment Remanufacturers Association (MERA) and the Engine Rebuilders Council (ERC), and will be located on the upper level of the Sands Expo Center. It will feature exhibits by JOBBER NEWS / SEPTEMBER 2013

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MERA and ERC member companies and live engine rebuilding demonstrations by Hendrick Motorsports technicians. Both MERA and ERC will have exhibits in this section to further promote the sustainability benefits of remanufacturing and how it can help AAPEX buyers grow their businesses.

2013 Schedule At A Glance 

Saturday, November 2

AWDA Conference Registration* 12 p.m. - 6 p.m. AWDA University of the Aftermarket Education* 1:00 p.m. - 5:00 p.m. Sunday, November 3 AWDA Breakfast* 6 a.m. - 7:30 a.m. AWDA Conference Registration* 6 a.m. - 6 p.m. AWDA Optional Self-Scheduled Oneon-One Time Slots 7:15 a.m. - 7:45 a.m. AWDA One-on-One Meetings* 8 a.m. - 12:25 p.m. AWDA Luncheon* 12:45 p.m. - 1:45 p.m. AWDA One-on-One Meetings* 2 p.m. - 4:55 p.m. AWDA Opening General Session* 6 p.m. - 6:45 p.m. AWDA Manufacturers’ Reception* 6:45 p.m. - 8:15 p.m. Monday, November 4 AWDA Breakfast*  6 a.m. - 7:30 a.m.  AVI Training Conference* 7 a.m. - 7 p.m. AWDA Optional Self Scheduled Oneon-One Timeslot* 7:15 a.m. - 7:45 a.m. AWDA One-on-One Meetings* 8 a.m. - 12:25 p.m. NARSA Annual Membership Breakfast (Harrah’s) 8 a.m. - 10 a.m.  AWDA Recognition Luncheon* 12:45 p.m.- 1:45 p.m. AWDA One-on-One Meetings* 2 p.m. - 5:40 p.m. AAIA/AASA Chairmen’s Reception 6 p.m. - 7:30 p.m.

Tuesday, November 5  AASA Executive Breakfast at AAPEX** 7 a.m. - 8:45 a.m. AVI Training Conference* 7 a.m. - 7:30 p.m. AAPEX Learning Forum 7:30 a.m. - 4:30 p.m. Show Opens 9 a.m. Car Care Council Women’s Board Reception 5 p.m. - 6:30 p.m. Auto International Association (AIA) Fabulous Networking Reception*** 5 p.m. - 7 p.m. NARSA Customer Appreciation Reception (Harrah’s) 6 p.m. - 8:00 p.m. Overseas Automotive Council (OAC) Global Reception** 6 p.m. - 7:30 p.m. Wednesday, November 6 AAIA Town Hall Meeting** 7 a.m. - 8:50 a.m. AAPEX Learning Forum 7:30 a.m. - 4:30 p.m.  Auto International Association (AIA) Luncheon and Awards*** 12 p.m. - 1 p.m. ASPA AAPEX Luncheon* 12 p.m. - 1 p.m. NASTF Fall General Meeting (Casanova 605) 1 p.m. - 4:30 p.m.  Thursday, November 7 AAPEX Learning Forum 7:30 a.m. - Noon  *Requires pre-registration **Ticketed Event ***by Invitation Only

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SEMA PREVIEW

THE 2013 SEMA Show November 5 - November 8, 2013 Las Vegas Convention Center, Las Vegas, Nev.

T

he Specialty Equipment Market Association Show (SEMA) is the premier automotive specialty products trade event in the world. It draws the industry’s brightest minds and hottest products to one place, the Las Vegas Convention Center. In addition, the SEMA Show provides attendees with educational seminars, product demonstrations, special events, networking opportunities, and more. SEMA 2012 drew more than 60,000 domestic and international buyers. The displays are segmented into 12 sections, and the popular New Products Showcase featured nearly 2,000 newly introduced parts, tools, and components. Dealers, jobbers, installers and other specialty equipment industry enthusiasts attending the 2013 SEMA show will benefit from educational seminars, product demonstrations, special events, networking opportunities and much more. The SEMA Education Institute (SEI) Free and “Pay-toAttend” courses provide an unparalleled opportunity to learn first-hand what trends will affect your business. More than 50 free education courses and several “Pay-to-Attend” educational events will cover everything from online marketing to customer service, management, industry trends, and more. These courses are designed to give you practical tools that can be implemented the day you return from Las Vegas. Make sure that you and your staff are ready and equipped to succeed. You can’t afford to miss these exceptional training opportunities presented by top industry experts. The following is just a small sample of what’s available to show attendees. Visit www.semashow.com to see the entire list of educational events.

Marketing: STAND OUT! Differentiate or Disappear Presented by Larry Mesereau, PromoPower

Why should I buy from you? Seventeen local shops, plus dozens more online offer what they say is the same thing you sell…some even the same brands, some at a lower 32

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price! What makes you so special? In this session, we’ll take a hard look at each step in the business-building process. You’ll learn how to position your business to stand out and succeed.

How to be an Island of Excellence in an Ocean of Mediocrity

Presented by Nancy Friedman, Telephone Doctor

There is a mass of grey average out there. No matter where you are within the company – owner, management or staff – knowing where you fall in the customer service arena compared to where you need to be is an eye-opening experience. Fact: Eight out of 10 people who won’t be doing business with you ever again won’t tell you that. They just go away. Nancy starts with the Telephone Doctor’s SelfAssessment Quiz. This helps you evaluate your current situation, and identify the gap between where you are in the customer service arena and where you need to be. After you do the quiz, Nancy takes you through each of the 10 points and gives you solid information you can apply immediately. You’ve just got to work smarter, not harder, she says. And this program shows you how to do just that.

You’re Doing it All Wrong: Why Email Marketing, Facebook Marketing, and Other Forms of Retargeting are the Same Thing Those annoying ads that follow you around when you abandon your shopping cart – that’s retargeting. And now they can follow you around on Facebook, YouTube, inside your mail, on competitor websites, and on your phone. This session will show you 10 practical tips you can implement right now. Walk away with a simple checklist and stepby-step guide on how you can tie all your channels together to reach your exact target audiences. We’ll demonstrate Continued on page 34 JOBBER NEWS / SEPTEMBER 2013

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SEMA PREVIEW Continued from page 32

how to measure the ROI from retargeting, since your display retargeting will cause an increase in people who search Google for your name and people who are more likely to open your email. This is not high-level fluff on why you need to be doing Facebook ads, why big data is important, or how mobile is so big. Roll up your sleeves and let’s execute this together, using live examples from the automotive industry and outside.

Morning Cars & Coffee At SEMA

Among the new attractions at the 2013 SEMA Show will be Cars & Coffee, SEMA Edition. Taking place in the outdoor patio on the south side of the LVH (adjacent to the LVCC North Hall) from 8:00 - 9:00 each morning of the Show, Cars & Coffee gives attendees a great place to start their day. Attendees will be able to grab a cup of coffee and a donut, check out some cool vehicles, mingle with colleagues, then get a jump start on their day by visiting the newly expanded Featured Exhibitors section at the LVH. Featuring some of the industry’s newest exhibitors, the LVH exhibits open at 8:00 am – well before the Las Vegas Convention Center show floor opens. “There are lots of new features and attractions taking place at the LVH,” says Peter MacGillivray, SEMA VP of events and communications. “Cars & Coffee gives attendees a fun, informal event where they can see what’s new at the LVH.” In addition to the exhibitors, the expanded LVH area houses registration. Attendees who did not register or who missed the deadline to have their badges mailed to them in advance will need to stop by registration before visiting the LVCC show floor. More than 130,000 industry professionals are expected at the SEMA Show Tuesday through Friday, November 5-8, 2013, in Las Vegas, Nevada. The annual event is a trade-only event, open only to those employed in the automotive industry. Manufacturers of automotive products and accessories come to the Show to connect and do business with buyers from throughout the world.

categories. Judges will award points in an array of categories, and counting will take place Monday evening prior to opening of the Show. SEMA President Chris Kersting will announce the winners to the press on Tuesday, October 30 at 8:00 – 8:50 a.m., Grand Lobby, LVCC.

Celebrities At SEMA

Celebrity appearances at SEMA are always a popular draw, and this year’s selection is top notch. Show attendees can count on seeing the likes of Jessi Combs from Overhaulin’, Xtreme 4x4 and MythBusters; Chip Foose, world-renowned automotive designer and host of Overhaulin’; JoAnn Bortles, custom hot rod and motorcycle fabricator and welder, renowned painter, and author; Dean “Karnage” Kearney, Formula Drift driver of the #43 ORACLE Lighting Dodge Viper SRT; Vaughn Gittin Jr., Formula Drift champion; Arlen Ness, American V-twin icon and “Godfather” of Custom Motorcycles; Mario Andretti, racing legend, with 111 wins including the F1 World Championship; Don “The Snake” Prudhomme, legendary drag racer; and Robby Gordon, race industry legend who launched the Stadium Super Trucks series in 2012. Kenny Youngblood, automotive and racingrelated fine artist and cartoonist, will be providing personalized drawings, and Danny Koker, star of History Channel’s Counting Cars will be there. For the full celebrity schedule, go to www. semashow.com and click on celebrities.

SEMA Award

The SEMA Award represents the collective voice of the Hottest Car: Ford Mustang industry. The number Hottest Sport-Compact: Scion FR-S of vehicles displayed Hottest 4x4-SUV: Jeep Wrangler in exhibitor booths provides an idea of Hottest Truck: Ford F-Series which vehicle models SEMA exhibitors believe will resonate with the enthusiast community. The SEMA Award is a way to tap into exhibitors’ unique ability to identify what’s hot, just as the trends are gaining momentum. This will be the third year of the award. New 2012-2013 cars, trucks, 4x4s, SUVs, and sport-compacts are eligible for the award. Trophies will be awarded in four

The 2012 Winners:

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George Barris, Linda Vaughn, Gene Winfield, and Blackie Gejeian were among the many customizing and racing icons on hand at the 2012 SEMA Show in Las Vegas. JOBBER NEWS / SEPTEMBER 2013

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ASRW PREVIEW

Automotive Service & Repair Week (ASRW):

The Place to Be for Service and

Repair Professionals

EXPO: Oct. 17-18 • CONFERENCE: Oct. 16-18 • Mandalay Bay Convention Center, Las Vegas, Nev.

A

utomotive Service & Repair Week (ASRW) is dedicated to the automotive service and repair industries. Created in 2008 to bring all segments of the industry together in one comprehensive show, ASRW features two events: NACE and CARS. Automotive Service & Repair Week takes place Thursday and Friday, Oct. 17-18, with education beginning Wednesday, Oct. 16, at the Mandalay Bay Convention Center in Las Vegas. The ASA Affiliate Executive Director Leadership Forum and the 3rd Annual MSO Symposium will take place at the event.   

Mike Anderson Headlines Opening General Session

Automotive Service and Repair Week (ASRW) has announced a brand-new format for its Opening General Session/Industry Forum, which combines the motivating message of a traditional keynote presentation with the industry-specific focus of a forum – all led by industry leaders. The Opening General Session will feature two concurrent sessions: a Collision Industry Forum as well as a Mechanical Industry Forum. The Opening General Session/Collision Forum is sponsored by Axalta Coating Systems, and will take place Thursday, Oct. 17, from 8 - 9:30 a.m., immediately preceding the show floor opening. New this year, the Opening General Session/Industry Forums are included in all registrations, and all attendees are invited to attend. “Vastly different from years past, we’ve completely redesigned the Opening General Session and attendees can expect a much different experience. Mike Anderson is well-respected, and attendees are going to want to hear his message,” says Dan Risley, ASA executive director. “The format of this key event also aligns with our mission to create exceptional value for our audience and provide invaluable networking opportunities for the industry – and by the industry.” “Axalta Coating Systems is honoured to sponsor this year’s Opening General Session/Collision Industry Forum,” says Mike Bennett, North America marketing director, Axalta Coating Systems. “Holding a forum to discuss relevant and timely industry issues, and hearing from Mike Anderson, will be tremendously insightful and inspiring, a highlight of the ASRW show.” 36

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The well-known industry leader Anderson will headline the Opening General Session/Collision Industry Forum for collision repair professionals with a presentation titled, “The Future Is Not Set in Stone.” Rife with messages of perseverance and real-life anecdotes, Anderson’s message will transcend both professional and personal aspects of life as he empowers the audience to take an active role in defining their own future, and the power of unity. Additionally, Bob Redding, ASA’s Washington, D.C., representative, will present during the session. “After attending this session, attendees will not only have a firm grasp on where the collision industry is headed, but also the role each of us plays in its future and how much we can collectively accomplish by eliminating barriers and joining together,” says Anderson. “I am humbled by the opportunity to speak at this year’s general session and look forward to empowering NACE attendees with this message.”

ASA Affiliate Executive Director Leadership Forum

The Automotive Service Association (ASA) will be hosting the Affiliate Executive Director Leadership Forum on Wednesday, Oct. 16, from 8:30 a.m. - 4:30 p.m., for affiliate executive directors, affiliate liaisons, affiliate board members, and the ASA Board of Directors. This meeting provides an opportunity for the affiliate staff and board members to share best practices and concerns, as well as strategically plan for the coming year. A new affiliate executive director chairperson will also be elected during this time, who will speak on behalf of the group during a two-year term. “As affiliate leaders, it is our job to create the vision for our affiliates. We will work together to help focus on setting goals and strategizing steps for success for the health of the automotive service industry, our association, and our affiliates, but most importantly, our members,” says Ray Fisher, AAM, ASA-Michigan president.

3rd Annual MSO Symposium

The 2013 MSO Symposium will again take place in conjunction with ASRW, on Wednesday, Oct. 16. Registration for the symposium will open in June. To date, the MSO Symposium is sponsored by Axalta Coating Systems, BASF, EnterJOBBER NEWS / SEPTEMBER 2013

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prise Rent-a-Car, Mitchell, and UniCure Spraybooths. Details regarding the exact program content and schedule will be released in the near future. “The MSO Symposium has quickly become a very important event for the collision repair industry. Holding it in conjunction with NACE, where everyone attending is part of and committed to our industry, makes it convenient, valuable, and efficient for shop owners, and we’re looking forward to attending again this year,” says Tim O’Day, president and COO, Gerber Collision & Glass.

About the Events

ASRW includes the International Autobody Congress & Exposition (NACE) and the Congress of Automotive Repair & Service (CARS), making it the industry’s main event for dedicated professionals to conduct business, network, and engage in industry issues. The Tradeshow News Network (TSNN) has recognized ASRW 2011 and 2012 as a Top 250 U.S. trade show. NACE is a B2B event designed for collision repair industry professionals from around the globe. NACE features a comprehensive educational conference and exposition with hundreds of diverse exhibiting companies displaying the latest equipment, products, services and technology available to today’s collision repair industry. CARS features an educational lineup led by industry leaders, along with an exhibitor showcase of automotive service and repair related equipment, products and services.

Dozens of gorgeous hot rods and restored classics on view provide attendees with an enjoyable break from the serious business of networking, education sessions, and meetings.

Opening General Session/Industry is sponsored by Axalta.

ASRW Welcome Party

You are cordially invited to kick off ASRW at the new, official Welcome Party. Taking place on the show floor immediately after the show closes on Thursday, October 17, this is your opportunity to mix and mingle with attendees and exhibitors. This event is complimentary and open to all exhibitors & attendees. DATE: Thursday, October 17, 2013 TIME: 4:30 p.m. LOCATION: Show Floor COST: Complimentary to all exhibitors & attendees

Show Dates, Location & Hours

EXPO:  Oct. 17-18 CONFERENCE: Oct. 16-18 Mandalay Bay Convention Center, Las Vegas, Nev. HOURS: Thursday, October 17  ASRW General Session |  8:00 a.m. – 9:30 a.m.  ASRW Expo |  9:30 a.m. – 4:30 p.m.  ASRW Welcome Reception |  4:30 p.m. – 6:00 p.m. Friday, October 18 ASRW Expo |  9:30 a.m. – 4:30 p.m.

Unique networking opportunities, educational programs

ASRW features a variety of events and special education programs throughout the week, designed to create networking opportunities for attendees to mix and mingle with peers, colleagues, friends, mentors, and vendors. Key events are included in the purchase of a Super Pass (unless otherwise noted) and attendees are encouraged to enrich their on-site experience by attending these events.

Opening General Session/Industry Forums

Re-designed this year, ASRW will begin with two opening forums specific to the collision repair industry (NACE) and to the mechanical service/repair industry (CARS).   Each event is complimentary and open to any attendees.  DATE:  Thursday, October 17th, 2013 TIME: 8:00 a.m. - 9:30 a.m. COLLISION - LOCATION:  TBD MECHANICAL - LOCATION:  TBD COST: Complimentary to Attendees Automotive Service & Repair Week (ASRW) will host an official Opening General Session/Industry Forums to discuss timely industry issues. Designed as a professional venue to discuss relevant, thought-provoking topics, the forum offers attendees the chance to participate in compelling, current – even controversial – discussions that transcend the industry. The JOBBER NEWS / SEPTEMBER 2013

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I-CAR, CIC and NACE Team Together For Industry Week 2014

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ACE (the International Autobody Congress & Exposition), I-CAR (Inter-Industry Conference on Auto Collision Repair) and CIC (Collision Industry Conference) have announced the formation of Industry Week 2014, uniting several of the industry’s key events. Industry week, taking place July 28-Aug. 2, 2014 at Detroit’s Cobo Center, will initially be the home to this unprecedented lineup of events. The preliminary schedule of events is: Tuesday, July 29  - CIC Meeting & Reception Wednesday, July 30  - I-CAR Conference & Reception Thursday, July 31   -   Collision Repair Education Foundation Golf Outing Thursday & Friday, July 31-Aug.1  -  NACE Education & Expo Saturday, Aug. 2  -  Education & Hosted Industry Tours “Co-locating NACE with the I-CAR and CIC conferences in July and creating Industry Week represents the beginning of a new era for our industry. Professionals in the industry can now take one week and participate in all the meetings they need involving the industry’s most influential individuals and organizations, attend all the conferences, walk the show, network, and receive the education critical to their business success,” states Dan Risley, ASA executive director. “Beyond the events already mentioned, there will be innumerable opportunities for attendees and exhibitors because it’s located in Detroit, the heart of the automotive industry. Additional announcements will be forthcoming in the ensuing months but suffice it to say, if you are a ‘car person’ you will not leave the city disappointed.” Additional details on each event taking place during Industry Week 2014 will be released by each organization in the coming months. Hotel details will be available in the near future. More information will soon be available at www.naceexpo. com, www.i-car.com, and www.cic.com. 37

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For the Counterperson

September 2013

Knowledge Building:

GF-6 Rollout ILSAC GF-6: Are You Ready? By Steve Pawlett

I

n order to meet the new requirements for greater fuel efficiency and lower emissions, work is well underway for the rollout of ILSAC GF-6 by September 2016. Back in August of 2012, the Obama Administration in the United States finalized new fuel economy standards that will have vehicles and light-duty trucks achieving the equivalent of 54.5 mpg (87.71 km) by model year 2025, which is nearly double the fuel efficiency of many of today’s vehicles. In order to meet that target, vehicle makers are making significant improvements to engine designs, and new motor oils are being formulated to operate in these new engines. “OEMs are looking for everything that will help, and one of the things is [to create] more fuel efficiency in the engine by making modifications in the oil. That means lighter oil and more friction modifiers,” explains Thom Smith, vice-president, branded lubricant technology for Ashland Consumer Products (Valvoline). ®

KEEP PISTONS CLEANERTHAN LEADING SYNTHETIC OIL

TO SEE THE PROOF GO TO

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There is also going to be more deposit control for GF-6. The new direct-injection gasoline engines being produced by the OEs have different demands from current engines. “There are certain issues they have with the new direct-injection engines that can be addressed through the engine oil. One of these things is they tend to suffer from low-speed pre-ignition. It’s a little different from the knock that you get when your octane is too low,” says Smith. The new direct-injection engines also generate some soot – nowhere near as much as heavy-duty diesel engines, enough to generate some buildup, which is believed to contribute to timing chain wear. “We have found that the chemistry of the lubricant can impact the pre-ignition, so we will have a new test to look at low-speed pre-ignition, and we will also have a GF-6 timing chain wear test,” explains Smith. The new demands GF-6 must meet include: • Increased fuel economy throughout the oil change interval. • E nhanced oil robustness. This is necessary to ensure acceptable engine oil performance in regional markets (N.A., Japan, Europe, etc.) due to service requirements, fuel economy, and environmental regulations. • P rotection against low speed pre-ignition. Automotive manufacturers are planning for increased numbers of smaller-displacement, boosted-intake engines that may be susceptible to low speed pre-ignition. GF6 formulations will be designed to protect against low-speed pre-ignition. OEMs believe the occurrence of LSPI is related to fuel and lubricant properties. • Improved wear protection for “idle stop” engines, which experience frequent stops and starts after extended periods of downtime. • Reduced engine aeration over entire oil change interval. The OEMs have proposed two versions of GF-6, but this has not yet been agreed to. Under the OEM’s proposal, GF-6a would cover all the current viscosity grades: 5w30s, 5w20s, 10w30s, 0w20s, and 0w30s. The proposed GF-6b would cover the new lighter-viscosity 16 grade oils, 0w16s and 5w16s. “The reason the OEMs want to have two categories is to help differentiate between the two. My position has always been that the viscosity grade is the only part consumers think they actually understand, so telling them [their oil has] a different viscosity grade is going to do a lot more than telling them it is a GF-6a or GF-6b,” says Smith. “Our position is that as long as the oils meet all of the performance requirements, then there should only be one category. If they find that the 16s can’t meet certain requirements, then you have to have a different category. The viscosity grade is what most people understand. It’s really just [due to] a concern by the OEMs of a misapplication of the oil grades that they want to have two categories,” explains Smith. Continued on page 40

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you don’t do it right you can use up A new wrinkle in the effort to sucall the fuel economy advantage you cessfully introduce the new category is gain by going to lighter oil. It’s a real the adoption of a process patterned on balancing act.” the Diesel Engine Oil Advisory PanSo far Honda is the only OEM to el’s system for developing new heavycommit to the 0w16. “Honda feels duty categories. A new group known they can go even lower,” says Smith. as the Auto-Oil Advisory Panel will “The 16 grade was just introduced, follow a process similar, but not idenand we are looking at a 12, 8, and 4 tical, to the process currently used for grade oil. Honda says they already Proposed Category 11 or PC-11, the have engines that will run on the 8 heavy-duty engine oil upgrade now grade oil.” under development. “There is a fine line between The Auto-Oil Advisory Panel, fuel economy and wear and tear. A co-chaired by Terry Kowalski of lubricant must maintain a certain Toyota and Luc Girard of Petrominimum sheared viscosity in order Canada, is intended to replace the to provide adequate hydrodynamic lubricant, and to prevent ILSAC/Oil system outlined in Appendix C of API 1509 friction between moving parts from causing wear. Of course, Engine Oil Licensing and Certification System – although it with today’s additive technology, friction modifiers, ZDDPs, is essentially the same group of people. and shear-stable polymers allow us to reach lower-SAE The Panel set up three task forces: one to develop the test viscosity grades than ever before,” explains Tony Fallico, matrix design for new tests and limits, a second to develop quality services manager for Wakefield. funding for the new categories, and a third to work on Base Oil “The new SAE-16 grade that is being introduced with Interchange and Viscosity Grade Read-Across guidelines. All GF-6 for fuel economy benefits is a prime example. In order three are essential parts of the category development process. to ensure that wear protection is not compromised by fuel ILSAC, the automakers, have proposed a number of changes efficiency improvements, the SAE J300 spec for this new to test limits that will apply to GF-6. Engine test limits for the SAE 16 viscosity grade must have a minimum High Temp / Sequence VG (or equivalent) are to be tightened, reflecting a High Shear viscosity (as shown in the chart below). The same desire for better deposit control. Ford has offered a 2L turboapplies for the SAE 20 grade, which is also being modified to charged engine for the probable new test. improve fuel efficiency,” adds Fallico. “Deposits on critical engine parts can negatively impact “Viscosity of engine oil can impact fuel economy. A lowerfuel economy performance, power, and engine life.  Also, viscosity grade can help reduce pumping losses and provide deposit formation can negatively impact new technologies improved fuel economy; however, if the oil is too thin, excessive used in more modern engines such as cam phasers, turbowear can result.  The correct balance between viscosity and chargers, and other areas where tolerances are becoming wear is therefore critical to maximizing fuel economy and much tighter,” explains Scott Lindholm, Shell Lubricants, providing excellent wear protection,” adds Lindholm.  global product application. “Today’s modern engines are now and will in the future The sequence IIIG engine test designed to measure piston recommend lower viscosity grades: SAE 5W-20 and SAE deposit formation is being replaced with the new Sequence 0W-20 currently, the new SAE 5W-16 and SAE 0W-16 IIIH designed to simulate high-speed driving and high-temviscosity grades and perhaps even lower in the future. These perature conditions, with an improved specification for deposit new lower-viscosity grades are used in engines designed to formation (lower tolerance). Today, engines run at higher benefit from their use, and the engines are extensively tested compression ratios and hotter temperatures, which can induce and validated by the manufacturer to demonstrate superior fuel oxidation and deposit formation. It’s necessary to target lower economy while still providing excellent wear protection. With tolerances to deposit formation to maintain engine durability even greater emphasis on fuel economy due to very dramatic and warranties. increases in CAFE (Corporate Average Fuel Economy) targets, up “When you go to a thinner oil, it’s easier for the engine to 54.5 mpg, viscosity grades for modern engines will continue to run, less energy is required to pump the oil around the to go lower in the future. Vehicle owners should be advised to engine, and there is less resistance to movement of engine always read and follow the vehicle owner’s guide for the correct parts within the oil, so that improves fuel economy. But the oil engine oil to maximize fuel economy and performance while film between moving parts like bearings, or where the cams achieving long lasting engine durability,” advises Lindholm. meet the lifters, gets thinner so you also tend to get more wear,” explains Smith. “Really, any of the formulating of engine oils is always a balancing act,” adds Smith. “You have antiwear additives, detergents and dispersants, and friction modifiers, and these are all Changes to the SAE J 300 with GF6 very surface-active. They go to the surface to reduce friction, they go to the surface Viscosity Kinematic4 (mm2/s) High Shear5Rate (mPa.s) to prevent wear, and they go to the surface Grade at 100°C, minimum at 150°C, minimum to prevent deposits, so they are competing for that surface. And as a formulator you 16 (new) 6.1 2.3 have to get the balance right to get the friction reduction you want, still maintain the 20 (modified) 6.9 2.6 wear resistance you want, and still maintain cleanliness. As you go lighter in oils, you 30 9.3 2.9 have to be concerned more about wear. If 40

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s your growth plan on track? When you go through the kind of roller-coaster economic times that we have been through – I am including the unexpected dip earlier this year – it’s easy for different parts of your operation to get out of synch with plans and expectations. Inventory levels can seem much too high one quarter and desperately lean the next; variable costs get flung from one side of the norm to the other as business spikes and wanes; and you constantly work hard to keep your costs in line with the business levels you are generating. One of the areas of business that can get left behind as sales and staffing levels change is what you pay your inside and outside sales people. The subject of employee compensation is always a tricky one. You want to attract new people to the organization – give them the things they want, which may be quite different from what your long-term employees look for – while still maintaining the productivity of those individuals who have been an important, loyal part of the team for years. Viewed this way, it’s complicated. So simplify. Take a look at the sales numbers; slice and dice by salesperson, by profit margin, by average sale, by customer type – whatever your system will allow. See who is really generating business in a way that is in line with your growth plan, and see who is not. You might find some surprises. By now you should have a pretty tight, dedicated staff; few jobbers have much in the way of fat left to trim in any corner of the operation, but that doesn’t mean that everything is being maximized. Many businesses base their decisions on a year-over-year basis. While I do know of some businesses that use three- and five-year rolling averages by which to judge their performance and targets, they are the exception, not the rule. There is certainly great value in the year-over-year view, but during economic declines, sales performance overall will dip (barring expanding market share), and that new sales number can become the new baseline. The same is true of many other budget lines – fuel, maintenance, telecom, shipping, brokerage fees, energy (especially if you run a machine shop operation) – which fell naturally through the economic crisis – maybe with a little help from you, as you struggled to squeeze profit out of smaller sales numbers. Those new baselines can be incredibly difficult to break away from, even as the market improves. If your sales expectations are tied to compensation (as they should be) but any bonus for exceeding those targets is seen to be punished in the subsequent year, an employee who has become comfortable in his position may opt to achieve only a level high enough to maintain the status quo on compensation. That may have been easy to absorb when we were in a steady-state market, but when the economy is rebounding, you need substantial year-over-year growth in sales performance just to keep pace. You need to assume that your competitors are growing, because they probably are. So if you find that you just can’t seem to get your business out of second gear, ask those employees whom you have trusted for so many years what can be improved. Do your systems allow them to compete? Are they getting the most out of your system? Do the brands you carry meet the needs of the customer? Does your inventory? Do employees have a clear view of your expectations? Are they doing the best they can? You will have to ask yourself some tough questions about whether you’re doing the right things too; but ultimately, as the owner and/or manager, the responsibility to make changes lies with you. And so does responsibility for the success of the business. You need to have everyone in the business in synch with the plan for the business, and if you allow situations to continue that don’t meet this test, you might just be putting the whole operation at risk. And that’s just not fair to anyone. —Andrew Ross, Publisher and Editor aross@jobbernews.com JOBBER NEWS / SEPTEMBER 2013

13-09-05 1:47 PM


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