Jobber News - May 2025 by Annex Business Media

Annual Shop Survey

Mark your calendars for the 50th Annual Shad’s R&R Golf Tournament on Thursday, June 12th. All proceeds to Muscular Dystrophy Canada.

START TIME 10:00am SHARP!!

If you would like to become a sponsor or make a donation to SHAD’s R&R For the Kids, please contact one of our board members directly. Shad’s Board of Directors

Chairman Brad Shaddick brad.shaddick@outlook.com

• Kristine Brown KBrown@wakefieldcanada.ca

• Luc Champagne luc.champagne@autosphere.ca

• Andrew Connor aconnor@dormanproducts.com

• Mike Fazackerley mike.fazackerley@matthewscott.com

• Charlie Grant cgrant@gbsales.com

• Patricia Lazzarotto Plazzarotto@owi.com

Tottenham, Ontario (40 Mins from TO Pearson Airport)

• Mark Potts mpotts@driv.com

• Malcolm Sissmore malcolm@sissmore.com

• Scott Stone Scott@promaxauto.com

• Jeff Van de Sande jvandesande@uapinc.com

• Sean Williams swilliams@uniselect.com

• Cameron Young cameron.young@ca.bosch.com

• Jason Yurchak jasony@worldpac.com

We asked shop owners about their relationship with their parts distributors and they gave us feedback on what’s important, online ordering, parts quality, what you as their partner can do better and more of to meet their needs

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BRANDING AND CONNECTIONS, WITH SUSANNE MORELLO

AUTOMAKER INSIGHTS FROM THE CANADIAN INTERNATIONAL AUTOSHOW

CLIMBING MT. AFTERMARKET EVEREST, WITH PACER DYNAMICS

INDUSTRY INNOVATION AND EXPANDING RELATIONSHIPS, WITH JOHANNA SMITH

Alan Beech, Zakari Krieger,

Ashley Mikalauskas,

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CAPITALIZING ON SHIFTING HABITS

Is your counter team fielding more calls from shops you don't usually hear from? Our latest Jobber News Annual Shop Survey suggests you're not alone — and this trend represents a significant opportunity for proactive parts distributors.

The way shops are sourcing parts is evolving. Understanding this shift is key to growing your business.

The data reveals a fascinating picture. While relationships remain crucial, shops are undeniably casting a wider net. Compared to 2024, fewer shops are relying solely on a small group of suppliers. The percentage of shops buying from one or two jobbers monthly dropped significantly from 35 per cent to 23 per cent. Those using three to four jobbers also decreased, falling from 50 per cent to 44 per cent.

Where did that business go? It dispersed: Shops utilizing five or six jobbers saw a dramatic jump, from 9.5 per cent in 2024 to 23 per cent this year. Those sourcing from seven or more jobbers more than doubled, increasing from under 5 per cent to 11.5 per cent.

Is it eroding loyalty? The picture might be more nuanced — and more opportunistic. Despite calling more sources, 18 per cent reported buying upwards of 90 per cent of their products from the jobber they call first. This is actually an increase from 12 per cent last year, indicating that while shops have broadened their reach, the value of a trusted primary supplier remains incredibly strong.

What's driving this “wider net” approach? It's likely a hangover from the pandemicera parts scarcity. Shops learned the hard way that having multiple potential sources was crucial for survival. One shop commented that there still seems to be trouble sourcing some parts; another noted their jobber can’t keep common parts in stock.

Add the economic pressure their own customers face — needing reliable repairs to keep older cars running longer as new and used prices remain high— and shops simply can’t afford lengthy delays. If their primary source can’t deliver quickly, they will call elsewhere.

Herein lies the opportunity. Every single time a less-frequent or even brand-new shop calls your counter, it’s more than just a potential one-time sale; it’s an audition. It’s your chance to demonstrate why you deserve to be higher on their call list, or perhaps even become their new primary source.

Advice given by shop owners as to what they want from their jobber can help you see where your deficiencies are or what these potential new customers want to see from you. They range from the complex (online integration with point-of-sale systems for ordering) to the simpler (wait for a response from the shop calling before putting them on hold).

Parts distributors that can nail the first impression, showcase their knowledge, hit the logistics and think beyond the transaction are in position to succeed.

Remember, about one in five shops concentrate 90 per cent of their spend with their primary jobber. So don't just answer the phone — win the business.

Adam Malik Managing Editor, Jobber News

Nickisha Rashid

We want to hear from you about anything you read in Jobber News magazine. Send your email to adam@turnkey.media

RISING COSTS PROMPT CANADIANS TO RETHINK VEHICLE OWNERSHIP

When the Ontario government started the Drive Clean program in 1999, they made concessions for maximum cost of repair, actually defeating the entire purpose to get smog producers off the road. I was on the focus group at the time. I said then and say it now: Not everyone can afford an automobile they are costly and require maintenance. Most people don’t even budget for vehicle maintenance.

Bruce Eccles, Eccles Auto Service

WHY YOU SHOULD THOROUGHLY INSPECT VEHICLES

Good, regular customers appreciate our recommendations. They almost seem suspicious when I tell them they only needed an oil change. I use the same line every time – “I’ve never sold anybody something they didn’t need, but I make my living fixing cars, so you better believe I looked.”

Geoff Walton, Grant Street Garage

WHAT CAN INSTANTLY KILL A SHOP’S SALE

You nailed it. I was lucky enough to find a like-minded (familyoriented) buyer, who himself like me is a licensed tech. He blended well into my position. But, yes, he bought a job, not so much a standalone business. Wish I did read your story five years ago. Water under the bridge now.

Alan Gelman, Glennalan Motors

Every time I open up an email or read an article, I am continually reminded how I have failed at this career choice because I refuse to remove myself from the bays. Now I am being told that I will have a hard time finding someone to purchase my business. Do you know how demoralizing it is to constantly have this shoved in my face while I continually prove these critics wrong? No wonder we have a technician shortage issue. Honestly, I am not counting on an investor to relieve me from my burden. I strongly believe I will pass on my business to a hard-working technician who wants to better their lifestyle. I do not believe that Wall Street bankers are flooding into our industry to gobble up shops for investments. So please stop pretending we are something we are not!

Rob Nurse, Bob Nurse Motors

Let’s face it. Most of us in urban/suburban locations will be bought

out by land developers, unfortunately. I would estimate 70% of my “competition” (I don’t believe in local competition. We all got to eat and I want to see everyone succeed as an industry) have disappeared and been turned into condo buildings. I don’t want to see it happen here, but at the end of the day, it's whoever offers the best deal. And developers have the deeper pockets and facilitate the cleanest transfer.

Geoff Walton, Grant Street Garage

THE GAPS IN DASHBOARD WARNING LIGHT KNOWLEDGE

Sadly, no one actually reads the owners manual or makes any effort to familiarize themselves with their vehicle. The trend is to go to social media, ask a question and expect someone else to do the research for them.

Shawn Greenberg, Seamless Auto Care

WHY THIS SHOP OWNER DOESN’T JUST DO AN OIL CHANGE

Instead of turning these people away it would be a perfect opportunity to sell them on why they should come to us instead. Spend some time with them and educate them on the importance of letting professionals service their vehicle. We have converted quite a few people to get their vehicles serviced at our shop.

Bob Ward, The Auto Guys

SHUTTERING GREEN EV PROGRAM LEAVES SOME SEEING RED

The government had no reason to be giving away tax payer money to people who decided to purchase electric vehicles in the first place. The manufacturers should be the ones offering the rebates. This was only adding to our deficit.

Bob Ward, The Auto Guys

Maybe if the greedy government and manufacturers legislated and built longer lasting, more affordable serviceable vehicles, consumers would be more apt to consume your commodity. But instead your forcing a throwaway product onto intelligent consumers, which the average person does not want. Sorry for your loss, move on to the next idea. We need to transform our economies from a throwaway manufacturing world to a more sustainable servicing world.

Rob Nurse, Bob Nurse Motors

NEW DIRECTORS IN PLACE WITH AIA CANADA

THE AUTOMOTIVE INDUSTRIES ASSOCIATION of Canada appointed three new directors to its board.

Trista Anger, western Canada regional business manager at BASF Coatings, Élisabeth Lambert, owner of Pièces d'Auto Joliette, and Jean-François Richard became general manager of Société De Gestion Des Huiles Usagées (SOGHU), were named to the board on April 15 during the group’s annual general meeting.

Anger leads the western Canadian refinish team at BASF, delivering comprehensive business support to body shops. Lambert has been active with AIA Canada's Quebec Division since 2018, serving as its first female chair from 2022-2024. She became sole owner of Pièces d'Auto Joliette in 2024. In July 2024, Richard took over as president of SOGHU, which manages the collection, processing, and awareness of regulated products responsibly and sustainably.

The trio will serve in their roles until AIA Canada’s 2028 AGM.

During the same meeting, Tony Kuczynski was officially appointed chair of the AIA Canada board. He is the president and CEO of Mister Transmission.

Ryan Bruno, president and CEO of CSN Collision Centre, has moved into the past chair role. The first vice chair will be held by Chris Kinghorn, vice president of digital & sales enablement at UAP Inc., while Fountain Tire CEO Jason Herle will serve as second vice chair.

“AIA Canada would like to take this opportunity to thank former directors James Channer and Joey Miceli for their commitment and service to the Board,” the association said in a statement. “The remaining AIA Canada Board members and terms that were voted on at the last AGM will remain in place.”

Furthermore, in a newly created role, the Young Professionals in the Auto care sector (YPA) Committee announced the appointment of Hitesh Patel as its first vice chair.

The position is designed to strengthen the committee’s leadership and add capacity to advance its mandate by working alongside the chair, currently Kari Hann.

Patel is a director at Transtar Aftermarket Solutions in Canada, a NexaMotion Group company.

DRIVERS STILL SKEPTICAL OF SELF-DRIVING CARS

MOST DRIVERS REMAIN wary of self-driving vehicles despite a slight increase in trust towards the technology.

According to AAA’s latest survey on autonomous vehicles, only 13 per cent of drivers would trust riding in a self-driving vehicle. However, that is up from 9 per cent last year. Still, six in 10 drivers report being afraid to ride in one.

Enhancing vehicle safety systems remains a higher priority for drivers than the development of self-driving technology. Interest in self-driving vehicles has decreased from 18 per cent in 2022 to 13 per cent this year.

In contrast, 78 per cent of drivers prioritize advancements in safety systems, a trend that has remained steady for several years.

Robotaxis, self-driving vehicles used like taxis or ride-shares, are now operating in several major American cities. Despite 74 per cent of drivers being aware of Robotaxis, 53 per cent said they would not choose to ride in one. Millennials and Generation X drivers are more open to the idea than Baby Boomers, but even among younger drivers, most are hesitant.

“Advanced vehicle safety technology should enhance driver safety rather than give the impression that the car is driving itself,” the group stated.

AIA CANADA UPSKILLING PROGRAM RETURNS

THE AUTOMOTIVE INDUSTRIES ASSOCIATION of Canada has announced the return — and expansion — of the Innovation in Automotive Training program.

The announcement comes after funding was renewed by Ontario’s provincial government. Since its inception in 2022, this initiative has trained over 480 people in the province, exposing more to career opportunities in the aftermarket sector and providing essential up-skilling for the current workforce.

With the latest round of funding, the program will continue to address Ontario’s demand for skilled tradespeople and ensure automotive professionals are prepared to work on the latest vehicle technologies, including electric vehicles (EVs) and advanced driver assistance systems (ADAS).

This year, training will be offered in collaboration with: Conestoga College (Guelph campus), Fanshawe College (London campus), Mohawk College (Stoney Creek and Fennell campuses) and Cambrian College, which is new for 2025.

The EV up-skilling training curriculum has been updated to reflect the latest advancements in electric vehicle maintenance and repair, the announcement noted. The Innovation in Automotive Training Program remains available exclusively to Ontario residents, ensuring that provincial workers have access to the training they need to succeed.

More information about the Innovation in Automotive Training program can be found at www.ev-training.ca and www. mentoringexcellence.ca.

‘THE GREAT ONE’ HEADLINING AAPEX BREAKFAST

CANADIAN HOCKEY LEGEND Wayne Gretzky will give the keynote breakfast address at AAPEX this fall.

Since retiring from the NHL, the Brantford, Ontario, native has been a TV personality, head coach and philanthropist. He will share his insights on achieving peak performance and adapting to evolving landscapes, drawing parallels to the automotive aftermarket industry.

Gretzky, though losing his record of career goals scored this season to Alexander Ovechkin, still holds many professional hockey records. He will participate in a moderated discussion, “Getting into the Hall of Fame: What it Takes.” The conversation is expected to delve into the principles of flexibility, innovation, and overcoming fear — elements that the aftermarket can leverage to enhance its competitiveness in a rapidly changing environment.

“The pace of change in the automotive aftermarket means training and professional development are increasingly important to stay ahead,” said Bill Hanvey, president and CEO of the Auto Care Association, which co-owns AAPEX along with MEMA Aftermarket Suppliers. “When I think about the change the industry has experienced over the last 40 years, Mr. Gretzky’s message seems exceptionally well-timed for the aftermarket community.”

AAPEX 2025 is scheduled to take place at the Venetian Expo

& Caesars Forum in Las Vegas from November 4-6, 2025. The keynote breakfast will be a ticketed event held on Tuesday, November 4 from 6:30-8:45 a.m. at The Venetian Hotel’s Palazzo Ballroom.

“One way to put the pace of change into perspective is the complexity of the supply chain: There are 300 million privately owned vehicles in the U.S., each composed of an estimated 45,000 different parts,” said Paul McCarthy, president of MEMA Aftermarket Suppliers. “Couple that with the fact that the average vehicle is more than 12 years old, and you can begin to see that professional development in the aftermarket is linked to the overall economy.”

UAP TO ACQUIRE BENSON

UAP INC. HAS announced its proposed acquisition of Benson Group Inc., a regional distributor of automotive and heavy vehicle parts.

Benson, headquartered in Cornwall, Ontario, operates 85 locations and employs more than 730 people. UAP said that the deal would strengthen its market position and enhance its service capabilities.

“This proposed acquisition aligns perfectly with UAP’s strategy to strengthen our leadership position in Canada’s automotive parts industry,” UAP president Alain Masse said in a statement.

Benson president Marty Benson said the acquisition will allow both companies to combine their strengths to improve service and product availability.

“Joining forces with UAP presents an exciting opportunity for our team members, customers, stakeholders and key suppliers,” she said. “Together, we will combine our strengths to enhance our service offerings and product availability, reinforcing our longstanding commitment to customer satisfaction.”

The deal was expected to close in May, pending regulatory approvals and customary closing conditions.

SHOPS REPORT STRONG BUSINESS

THE CANADIAN AUTOMOTIVE aftermarket showed resilience in 2024, despite ongoing challenges, according to new survey results.

DesRosiers Automotive Consultants (DAC), in collaboration with the Automotive Aftermarket Retailers of Ontario (AARO), conducted a survey to understand the sector’s performance and expectations for 2025.

Comparing 2024 to 2023, most respondents reported sales growth: 23 per cent saw growth of 1-5 per cent, another 23 per cent noted 6-10 per cent growth, and 15 per cent experienced even higher increases. Compared to pre-pandemic levels, 72 per cent of respondents reported higher sales, with 20 per cent seeing

similar performance and only 9 per cent remaining below prepandemic levels.

Looking ahead to 2025, 43 per cent of respondents expect sales to increase by 1-5 per cent, 20 per cent anticipate a 6-10 per cent rise, and 13 per cent foresee even higher growth. Meanwhile, 20 per cent expect no change from 2024, and just 4 per cent predict a decrease in sales.

Tire changes and sales remained the most stable category, with the lowest percentage of respondents indicating either growth or decline. Parts supply issues have slightly improved but remain a concern. For parts from jobbers, 51 per cent of respondents reported supply problems, while 49 per cent noted no issues. For parts from new vehicle dealers, 60 per cent cited concerns, with only 40 per cent reporting no issues.

Rising parts prices were a significant issue in 2024. Only 12 per cent of respondents saw no change in pricing from jobbers, and 14 per cent reported no change from new vehicle dealers. Price increases of 6-10 per cent were the most commonly cited change.

AIA CANADA NAMES TOP HONOUREES

Association of Canada handed

out its three most prestigious awards for 2025 at its national conference in March.

Bob Jaworski, president and CEO of Auto Electric Service Ltd., takes home the highest honour bestowed by the national association with the Distinguished Service Award. He first joined Dayco Canada as a territory sales representative before moving to SaskTel as a marketing manager. In 1986, he returned to the aftermarket with Auto Electric Service Ltd. as Regina sales manager, then corporate sales manager and later general manager, overseeing operations.

Kari Hann was named the Young Leader of the Year Award winner, presented by the Young Professionals in the Auto Care sector (YPA). The award recognizes exceptional young professionals annually who demonstrate leadership, innovation and dedication to Canada’s auto care industry. Hann has spent more than 16 years in the industry, serving all of that time as a member of the YPA community and as its current chair.

The High Fives for Kids Foundation Distinguished Recognition

Award went to Andy Murphy. This award annually goes to AIA Canada member companies, past members and AIA Canada Divisions that have demonstrated exceptional commitment to improving the quality of life for children and youth in their communities. Murphy has been a respected leader in the Canadian auto care sector for half a century. He has spent 15 years as a dedicated supporter of the AIA High Fives for Kids Foundation, playing a key role in organizing and overseeing golf tournaments, hosting dinners and leading fundraising initiatives.

VANCOUVER AUTO SHOW SETS ANOTHER ATTENDANCE RECORD

THE 2025 VANCOUVER INTERNATIONAL Auto Show drew in almost 139,000 visitors last month, the second year in a row it set an attendance record.

The five-day event at the Vancouver Convention Centre showcased more than 30 automotive brands to enthusiasts, industry professionals and families.

“We are thrilled with the success of this year’s Vancouver International Auto Show,” said Blair Qualey, president and CEO of the New Car Dealers Association of BC (NCDA), which owns and hosts the Auto Show. “Not only did we break another attendance record, but we also witnessed incredible interest in the shift towards sustainability and electrification in the automotive sector.”

The EV and PHEV Test Drive Experience saw a record 4,424 consumers drive electric vehicles and plug-in hybrid EVs, with 49 vehicles from sixteen top manufacturers participating in an indoorto-outdoor test drive experience around Vancouver city centre.

“The turnout we saw this year is a testament to the growing interest and excitement surrounding the future of automotive technology,” said Eric Nicholl, executive director of the Vancouver International Auto Show.

SPECTRA, SS&M ANNOUNCE PARTNERSHIP

SPECTRA PREMIUM ANNOUNCED a strategic partnership with sales agency Specialty Sales and Marketing (SS&M).

The company said the collaboration strengthens its commitment to local support and service with its Canadian partners.

SS&M specializes in the automotive and heavy-duty aftermarket segments. Spectra Premium provides solutions for engine cooling, fuel delivery and more.

“Our partnership with SS&M ensures that our customers continue to receive the high level of service and support they expect from Spectra Premium,” said Erich Schmidt, senior director of sales for the North American aftermarket. “By combining our strengths,

we are well-positioned to provide even greater value and enhanced service across Canada.”

MAPPING THE HABITS OF CAR SHOPPERS

CAR SHOPPERS ARE MORE WILLING now to ‘cross-shop’ than before — meaning they are willing to look at both new and used options, a study from AutoTrader found.

A significant driver for 31 per cent of used buyers and 33 per cent of new buyers is replacing an aging vehicle. Additionally, 25 per cent of used and 39 per cent of new shoppers seek an upgrade to something nicer or newer. Meeting new travel or commuting needs also prompts purchases for 25 per cent of used and 20 per cent of new shoppers.

Within three months, both new and used vehicle shoppers typically complete their purchase, often engaging in cross-shopping. The study found that 47 per cent of used shoppers considered a new vehicle, while 36 per cent of new car shoppers entertained the option of a pre-owned vehicle.

“This insight indicates that car shoppers are now more open than ever when it comes to cross-shopping, emphasizing the need for dealerships to advertise both new and used inventory, to maximize on new opportunities,” an announcement from AutoTrader stated.

Consumers predominantly use online automotive marketplaces like AutoTrader.ca. Online sources remain the top resource for 77 per cent of used vehicle shoppers, outpacing dealership (33 per cent) and manufacturer websites (23 per cent). New vehicle buyers also turn to online marketplaces (42 per cent), though manufacturer (50 per cent) and dealership websites (43 per cent) lead the way.

DRIVERS FIND SAFETY FEATURE WORKAROUNDS

DRIVERS ARE QUICKLY FINDING ways to bypass safety limits in partially automated driving systems, according to a new study from the Insurance Institute for Highway Safety (IIHS), raising questions about how effectively these systems prevent risky behaviour.

The study examined how drivers interact with advanced driver assistance systems (ADAS) like Tesla’s Autopilot, GM’s Super Cruise and others, which are designed to assist with tasks like steering, braking and lane-keeping.

While these systems are intended to enhance safety, they rely on the driver remaining attentive and ready to take control. However, the IIHS report reveals that drivers are finding creative ways to sidestep the very safeguards that are meant to ensure their

Researchers found that drivers of vehicles equipped with these systems can easily trick the monitoring features, such as placing objects on the steering wheel to mimic hands-on driving or using simple hacks to bypass alerts meant to keep them engaged. This behaviour allows them to disengage from the driving task for extended periods, undermining the purpose of the safety features.

“The study underscores a major gap in the effectiveness of these systems,” said Alexandra Mueller, the study’s lead author. “By circumventing the safety features, drivers are essentially nullifying the systems’ ability to reduce risk.”

The IIHS has called for stronger regulations and more robust safeguards to address these issues. Suggestions include limiting the amount of time that automated features can remain engaged without manual input, implementing stricter driver monitoring systems and improving the design of these technologies to prevent circumvention.

NAMES IN THE

Trista Anger, regional business manager, western Canada, at BASF Coatings, has joined the AIA Canada board of directors as a director.

Élisabeth Lambert, owner of Pièces d'Auto Joliette, has been named a director of the AIA Canada board.

Jean-François Richard, general manager of Société De Gestion Des Huiles Usagées (SOGHU), is now also a director on the AIA Canada board.

In a newly created role, the Young Professionals in the Auto care sector (YPA) Committee has appointed Hitesh Patel as its first vice chair.

Rebecca Fyfe, is the new territory manager for Uniparts in British Columbia. She has 15 years of experience in the collision repair industry.

SKF has named DJ Kimsey as president of vehicle aftermarket for North America. He was previously director of controlling – aftermarket for the Mahle Group. engagement.

ODOMETERS KEEP MOVING UPWARDS

AS THE AGE OF CARS AND light trucks continues to rise, vehicle odometer readings continue to climb, driving growth in the aftermarket for internal combustion engine (ICE) vehicles.

According to Lang Marketing’s latest report, “Soaring Odometers Boost ICE Aftermarket,” light vehicles in the U.S. averaged approximately 14,000 more odometer miles in 2023 than they did 10 years earlier.

The average age of a vehicle in the U.S. is 12.6 years. In Canada, the average age is 10.5.

Accumulated miles on odometers are crucial for aftermarket product growth, as older vehicles — primarily ICE models — use more aftermarket products per mile than newer cars and light trucks, Lang noted.

“Older cars and light trucks generate more aftermarket product use per mile than newer models,” the report said. For example, a vehicle with 150,000 miles on its odometer will

Dwayne Bates, was named president of AISIN Aftermarket & Service of America, Inc. He was previously senior vice president of AISIN's Aftermarket division in North America.

René Ocegueda, was named vice president of AISIN Aftermarket & Service of America, Inc. He was most recently general manager of its aftermarket division in North America.

typically use more aftermarket products per mile than a vehicle with half as much mileage.

Not all miles driven generate the same amount of aftermarket product use. The volume of aftermarket products used per mile varies significantly depending on the vehicle’s accumulated mileage.

In 2013, the average light vehicle’s odometer in the U.S. had approximately 128,000 miles. By 2023, this figure had increased by over 10 per cent, meaning each mile driven in 2023 generated more aftermarket product use than ten years earlier.

As for what this means for the aftermarket, it signals strong times ahead. The high odometer readings of domestic vehicles, coupled with greater product use per mile as vehicles age, are bolstering the ICE vehicle aftermarket.

The increased longevity of vehicles and the soaring value of used cars and light trucks are keeping ICE vehicles on the road for more years, increasing their odometer readings and boosting their aftermarket product volume.

By The Numbers

Stats that put the North American automotive aftermarket into perspective

$65,317 36%

31%

New vehicle prices dropped 2.9% year-over-year in January 2025. Used vehicles also saw prices drop, down 5.7% to $36,899.

High vehicle prices remain a key factor for 84% of buyers.

Electric vehicles would need price

AutoTrader

Canadian Millennials who “feel helpless bringing their vehicle in for maintenance and repair” while 57% said that they are very or somewhat knowledgeable

40%

Most of Gen Z’s first exposure to classic cars came from attending car shows highlighting the importance of these events to grow a new generation of collectors.

67%

If as expected, 71% of new passenger cars and 72% of new light-duty trucks and commercial vans in the U.S. are by 2035, it

20%

Lease penetration rates in Canada fell from 35 per cent prepandemic, causing a significant supply shortage of younger offlease vehicles today.

DesRosiers Automotive Consultants

Checking battery health is the top maintenance procedure drivers are unaware of. Second was checking tire tread depth (37 per cent).

Uswitch

50%

Half of fleet managers expect half of their fleets to be electrified by 2030, showing high ambition for electrification in the coming years.

Diono

70% 29%

Ford

While the 59% of drivers admitted to never ignoring a dashboard warning light, nearly three in 10 have, while 12% are unsure if they’ve done so.

Ford Pro mobile service vehicles grew significantly year over year and now one-in-10 Ford Pro repair orders now completed by a mobile service vehicle.

Frost & Sullivan

22:03

With a 50-second increase in travel time per 10 km in 2024 compared to 2023, Vancouver has the word traffic congestion in Canada, 69th in the world.

TomTom

Hagerty

AIA Canada

ON THE ROAD

Canadian Auto Care Industry Conference

April 19-20, 2025

Toronto, Ontario

Under a new format and name, AIA Canada held its annual national conference in Toronto to share industry updates, news, trends, insights and analysis. The Canadian Auto Care Industry Conference brought together the association’s national gathering for the mechanical repair sector on day one and the Canadian Collision Industry Forum the following day. Panel discussions, breakout sessions and presentations helped aftermarket pros walk away with fresh insights on the industry.

NAVIGATING THE WINDS OF CHANGE

Resilience in the face of economic headwinds

// By Zakari Krieger

Reflecting on the macroeconomic landscape over the last several months, one theme continues to resonate strongly within the Canadian aftermarket: The importance of resilience.

Today’s business climate — shaped by mounting domestic political challenges, global geopolitical uncertainty and shifting macroeconomic forces — requires aftermarket players to remain agile, strategic and forward-thinking.

During the COVID-19 pandemic when I owned and operated automotive jobber stores, I witnessed firsthand the volatility, lack of control and instability caused by lockdowns. These conditions created enormous pressure across the industry.

Staffing became a constant challenge. Supply chain disruptions tested our operational capabilities. Cash flow was strained as customers — collision centers, repair shops and service providers — faced similar economic and logistical pressures, including increasing accounts receivables and cost-conscious end-users.

Despite these challenges, the aftermarket proved remarkably resilient. As the world began reopening, the sector experienced what many described as a "golden age." With new vehicle supply severely constrained, inflation driving up prices and interest rates making vehicle financing less accessible, consumers held on to their cars longer. This environment created a surge in demand for replacement parts and repair services — an ideal scenario for

"The evolving American trade agenda has introduced a level of uncertainty that even the most seasoned business leaders and investment professionals struggle to navigate. "

"While we can’t control global trade policy or inflation, we can control how we respond. "

jobbers, WDs and service providers across the country.

Fast-forward to today, and we’re once again facing turbulent waters — albeit from different sources. The evolving American trade agenda has introduced a level of uncertainty that even the most seasoned business leaders and investment professionals struggle to navigate. Rapidly shifting trade policies and tariffs have made it increasingly difficult to model risk, forecast demand, and build long-term business plans.

We’re already seeing the effects ripple through Canada’s economic ecosystem. For example, some OEMs in Windsor, Ontario, have implemented temporary shutdowns and layoffs to assess and respond to the impact of tariffs on their supply chains. These disruptions are not isolated. They cascade throughout the broader automotive value chain, eventually reaching the consumer.

As disposable income shrinks and vehicle kilometres travelled decrease, many consumers are deferring or avoiding repairs. This directly impacts parts sales volumes, compresses margins and applies pressure on pricing and product assortments across the board.

Yet, as I consider the similarities between today’s challenges and the COVID era, I’m reminded of an important lesson: The aftermarket’s ability to adapt is one of its greatest strengths.

While we can’t control global trade policy or inflation, we can control how we respond. Jobbers and WDs have learned valuable lessons from the pandemic — most notably, the dangers of over-reliance on singlesource suppliers and long, fragile supply chains.

This time around, the most acute impacts will likely be felt by OEMs, given the complexity and global nature of their manufacturing operations — spanning steel, aluminum, tires and thousands of individual components. In contrast, the aftermarket has the opportunity to move quickly, diversify sourcing strategies, and deepen relationships with partners who prioritize flexibility, domestic inventory and tariffmitigating solutions.

Ultimately, while short-term volatility may persist, the Canadian aftermarket is well-positioned to thrive once again. By embracing the lessons of the past, staying nimble, and focusing on core customer value, our sector can turn these headwinds into a tailwind — and continue driving forward.

Zakari Krieger is the Fix Network, Canadian vice president of Prime CarCare, responsible for the Canadian retail business, encompassing the Speedy Auto Service and Novus Auto Glass business lines

SUBTLE SHIFTS

As new challenges emerge, there are small signs pointing to changes in how your shop customers want to do business // By Adam Malik

The auto repair industry is undergoing subtle yet meaningful changes, reshaping how shop owners approach their business and do business with their jobber partners.

Traditionally, parts availability was the cornerstone of a successful repair shop, ensuring that repairs could be completed promptly and efficiently. However, recent trends indicate a shift in priorities, with relationships, brand preference and online purchasing gaining prominence.

These were the three areas that saw these subtle changes. Perhaps not significant enough to the point where definitive change can be called out, but worth noting nonetheless. Some shops have reported a softer start to 2025; parts distributors have noted the same as well as changes to the parts shops are seeking.

In the Jobber News Annual Shop Survey, shop leaders were asked about what they value in their relationship with their jobber, what they would like to see change, where challenges lie, how their own behaviours have changed and more. The survey was sent to the readers of CARS, this magazine’s sister publication.

Shops are facing customers with many questions about their financial future, ranging from geopolitical factors to increased cost of living to higher new and used vehicle prices. As tariffs threaten price increases on everyday purchases, they may think harder about how they approach their current vehicle. New vehicle prices are expected to rise. The used market has been in poor shape for years — a lack of supply has driven up prices over the years — and the situation looks bleak for a few more years, according to experts at Canadian Black Book.

So consumers may turn to their automotive service professional to keep their vehicle running in tip-top shape. But for that to happen, shops — as they always say — explain that the jobber’s inventory availability is what’s going to drive success.

But that’s not all…

Paying more attention to relationships

It’s still true today: The immediate availability of parts is crucial to the jobber/shop relationship. Shop owners rely heavily on their jobbers to provide the necessary components quickly.

While availability remains important, emphasis is shifting more towards building strong relationships with parts distributors.

Indeed, when asked which factor is most important when making a jobber your first call, product availability and inventory reigned supreme as always at 41 per cent. But its grip slipped — last year, that response was chosen by 45 per cent of respondents.

Picking up the slack was relationships, jumping to the top choice for 31 per cent of respondents from 26 per cent in 2024.

Price saw a slight dip to 10 per cent from 11 per cent the year before — but notably, brand crept up to top preference of 8.2 per cent of respondents. In fact, when asked to pick their next top choices, brand came in third, chosen by 53 per cent of shop owners. It followed the usual suspects of availability/inventory (74 per cent) and price/discount (62 per cent) — but placed ahead of relationship (49 per cent).

When it comes to availability, shop owners emphasized the need for parts to be readily available to avoid delays in service.

Relationship

Price/Discount

Availibility/Inventory

Brands Sold

Other

“If they don't have it, we can't sell it,” said one respondent. “If they aren't located near us, we have to wait too long for the inventory. If the counterperson or the organization is difficult to deal with, well, why bother dealing with them then?”

Another respondent noted that OEM warehouses don’t have the local warehouses like a jobber does, while offering better price points.

“We need inventory, we need inventory at a fair price, we need inventory at a fair price from someone we trust and work well with,” observed a different shop owner.

They can be the nicest jobber in the world but what good is that if they can’t deliver, pointed out a respondent.

“I am loyal to my suppliers, so that's first. Secondly the availability is important. It could be free, but that means nothing if it's not available for when it's needed,” they said. “Brand is tied in with availability and price matters to my customer and I believe loyalty helps price along.”

Relationships

The responses from shops when talking about how much of a bond they have with the staff at their local parts distributor help to understand why they value the relationship with your store. Most everything becomes easier for jobbers — the shop wants to buy more from you, they are willing to let small mistakes slide and they will see you as a reliable partner.

“Relationships make jobbers look forward to dealing with you and vice versa. Warranty, pricing and availability all tend to get better when relationships are good. Your jobber will work harder to make each a priority for you,” one said about developing the relationship.

“If two jobbers have the same price and availability, I'm calling the counterperson I like better,” another respondent said, noting that price, parts quality and location are important factors.

“I need counterpersons to be friendly for my staff’s sake so they don’t dread calling for parts,” one pointed out. “I need the counterperson to be very knowledgeable.”

It’s a two-way street, said a respondent. “Our relationship is just as important as everything else. I want the jobber to be as comfortable to

ask questions as my employees.”

A few raved about their jobber in particular.

“He is priceless. We all feel like one big family in a world that can get quite exhausting, physically and emotionally. It is a tough world out there for our customers so I need my staff to be in the best head space to handle it,” said one of the responses. “Integration with software has nearly eliminated the relationship with counter staff, so relationship with the sales rep is more important than ever. They need to have the right product at the right time as well, but without a good relationship with good communication, they will never know what they don't have.”

Price

Auto repair shops — and their customers — are willing to pay a fair price for a quality product. If jobbers can deliver that, on top of a great relationship and having that product in stock, they’ve hit the trifecta of what ASPs are looking for.

“Price is a factor but quality and accurate service are more deciding points,” is how one summed up what they need.

“We do not sell our services on price point. Our customers' expectations are quality at a fair price,” one respondent said.

“Everyone is looking for quality products at a good price in a timely matter. Knowledgeable, friendly counter people are always a plus,” reported another.

Or, as one aptly put it: “Time is money in this industry.”

Going online

While the numbers may not bear it out, the comments left in the survey point to an industry that really likes the ability to order parts online. It was, after all, a top-five consideration of importance when deciding on the first-call jobber.

Many highlighted speed, convenience, accuracy and bypassing the front desk as key factors with some (31 per cent) turning to online ordering for 90 per cent of their purchases, up significantly from last year (20 per cent). The number who are ordering zero to nine per cent online fell from 20 per cent to 15 per cent.

“Online ordering is important to consider because it is easy to have multiple screens open and checking inventory and prices on many parts and can order them easily and quickly, instead of calling multiple suppliers and waiting on hold for them to finish and get to the phone,” one respondent said.

“Technology and integration are critical in our vendor relationships,” one said, calling for greater use of the tool.

“I’m very satisfied with online ordering. Works well for us as it is the easiest way to get parts,” said another who noted they’re ordering more online.

“We order more online because our suppliers are integrated with our software. We like being able to see the parts and know if they're in stock,” explained a respondent.

“This is a constant for me. I would rather do my own parts selections,” said an ASP. “In my experience, it has decreased the amount of wrong parts brought in. When they are wrong, I have only me to blame and it keeps the relationship with the vendor better.”

But that’s not to say there aren’t challenges. From missing the counterperson’s expertise to some system holes, it’s not for everyone. Not yet anyway.

“I do not like online ordering. I like to invest locally and have personal contact on purchases so warranty problems can be addressed easily. The jobber needs to dictate to the distributor what name brand and diversity of parts they should provide. Distributors tend to dictate the brands they will sell, therefore, making service centres look for different outlets,” one respondent observed.

“We try to do online if possible, especially if it saves time and money. Some sites work very well, and some are brutally frustrating. We tend to avoid those in our daily purchasing routines,” was one response.

Others noted that it can be more time-consuming to order parts online — and maybe it’s not worth the investment of having staff order parts online instead of tackling the volume of orders in the shop.

“Online ordering is good for everyday parts, but still prefer to call in on some of the harder-to-find items,” one respondent said. “Overall, quite satisfied with online ordering. More/better images of actual parts

would be a great improvement to confirm style or fitment.”

Better data, images and stock information was highlighted by a number of ASPs.

“We order more online because our suppliers are integrated with our software. We like being able to see the parts and know if they're in stock,” one said.

“With the proliferation of parts today, we're sometimes forced to order online although its my last choice. I don't like the facelessness of online shopping,” according to another.

“We are not big fans of online unless we absolutely have to. I feel the communication is important for both the jobbers and my staff,” said a respondent.

Who gets the call

It appears shops are calling around and leaning on a greater network of jobbers to get the parts they need.

While most still buy parts from several jobbers, in 2024, half of the respondents to the survey said they buy from three to four jobbers every month. This year, it dropped to 44 per cent. Even those buying from just one or two dropped from 35 per cent to 23 per cent.

The number of shops saying they buy from five or six jobbers jumped from 9.5 per cent in 2024 to 23 per cent in 2025 — those buying from seven or more jobbers jumped to 11.5 per cent from less than 5 per cent last year.

However, nearly one in five (18 per cent) said they buy upwards of 90 per cent of their products from the jobber they call first, a jump from 12 per cent last year.

Meanwhile, 61 per cent said they haven’t changed how much they buy from dealers and 28 per cent have increased their purchases in the last year.

“More and more OE parts are being required for some jobs, along with competitive pricing from OE, especially with Ford,” noted one respondent.

Another responded in the survey that dealers are getting more

What other factors are important in terms of your decision to make a jobber your first call ?

From

how many jobbers do you typically purchase in a given month?

How easy is it to get the part you want in the time frame you need it?

Very Easy Somewhat Easy In the middle

1-2 3-4 5-6 7 or more

aggressive in price matching and often have better supply than the aftermarket.

“None of my parts distributors meet my requirements, therefore, I need more outlets,” one said.

“We've diversified our buying habits across more jobbers — finding pricing to be a main factor. If we can get the same brand part with similar warranty for half the price, no brainer,” said another, adding that online ordering has made this process easier.

Quality

Aftermarket parts quality has been a regular concern from shops but markedly picked up in last year’s survey.

Little seems to have changed this year. It’s one of the reasons some are calling their local dealer to get their desired parts and components.

“It has increased due to quality of aftermarket parts getting poorer,” one said when explaining why they’re choosing the dealer more often.

“Availability of the aftermarket to supply and even if they can, the quality is not good enough,” said another of turning to dealers.

“Quality has slipped dramatically over the last five years. Yes, jobbers offer warranties on their products, but these products seem to have a much shorter life when compared to OEM. They do not offer any reasonable explanation as to why this is happening,” said a concerned shop owner.

One shop owner said their spending at dealers is up 2 per cent “because of lack of quality parts and jobber inventory.”

Anecdotally, automotive aftermarket professionals from both the distribution and repairer side have told Jobber News that there has been more of a push to buy and sell more premium replacement parts and components as customers see value in repairing their vehicles to last

longer due to higher prices of new and used vehicles.

When put to the CARS readership, most (51 per cent) reported that they are buying the best, highest quality branded parts — 47.5 per cent said they mostly buy the better. The remaining said they turn to the “good” products line. None said they seek out unbranded private label options.

While the shop will listen to the customers’ concerns about price sensitivity, they will push for them to make the better investment.

“We always recommend best quality first and sometimes will move down to mid or low grade if the customer requests this,” one respondent noted.

“Most customers trust our recommendations — however, if there are choices, the different options are presented. Rarely does a customer have any brand preference,” another said.

For one, when the customer asks for the cheapest, they said they don’t install those. They also said they know which brands perform best and choose to stick with those.

“My best customers understand my purchasing reasons and want the best for their vehicles,” they added.

“We buy what we recommend, not what the client thinks is best,” one respondent said, adding that they are the experienced professionals in the relationship.

Another noted that what they buy and install is based on the customer's needs. Do they drive a lot where they need something more reliable, or very little, not making the investment worthwhile?

“We are the professionals and we educate and counsel our clients for safety, reliability and efficiency of their vehicles based on their personal driving habits and we work within their budgets but we recommend using good quality parts to save them money in the long run,” observed a respondent.

ADAS Electric Hybrid Tariffs Other

Some pointed out gaps in quality when examining which brand to go with.

“We have been asked more in the last year about economygrade parts or finding cheaper parts, which we will do, but typically always recommending premium parts,” a respondent said. “Overall, as we use a few, we haven't had much issue with distributors meeting our needs — though sometimes finding that the price gap between economy grade and premium parts isn't steep enough. That is to say: Economy and used parts are too expensive for what they are.”

“Buying based on quality, value, and experience with the product - many ‘high quality’ brands are not high quality anymore — used exclusively until quality dropped and began having issues,” one highlighted.

Ease of getting parts

About two-thirds of respondents (68 per cent) reported that it was somewhat or very easy to get parts from their distributor. However, the overwhelming number of shops said it was “somewhat easy” (58 per cent). Three in 10 said the level of difficulty was somewhere in the middle.

So while many noted that their jobber is meeting their needs, some noted some of the issues they’re having.

“Time is our biggest problem. How do we install parts ordered before noon the day before and also make up the list for supply the next afternoon when we cannot have bays open for diagnosis before noon?” one commenter wondered.

Another pointed to delays and rising costs as ongoing issues.

“It has made ordering some parts not realistic. Jobbers are doing the best they can and can meet the needs most of the time,” they added.

One shop that specializes in European vehicles has turned heavily to the dealer network to get what they need, even if that means stretching timelines. “Doesn't change our belief in OEM parts as the only true fit solution, though. Our dealership network works very well with us.”

A few rural shops noted that their location can be a hindrance in getting parts at times. When the local jobber doesn’t have what they need in their location, the shops have to wait for a delivery from the nearest major centre. Another pointed out that pre-ordering parts is a must.

One noted they’re challenged to schedule jobs because their jobber doesn’t have common parts in stock. Another pointed out that supply is still catching up post-COVID.

A respondent noted cutoff times at warehouses as a significant challenge.

“Our first-call jobber's cut off is 9 a.m. to have something for the afternoon, but often it's hard to have all our inspections complete this early to have parts the same day, pushing our jobs into next day completion,” they explained. “This is somewhat us-specific, but we are in a rural location, so we have issues with lack of shotgun runs/late afternoon runs. Our last delivery is 3 p.m., but we're open until six (often much later), so we could use an extra afternoon run.”

Timing is an issue for another shop — they’re open weekends but their jobber is not. “If there is a parts issue on the weekend it is next to impossible to rectify,” they said.

Not having the right part in stock can mean using an inferior one, a commenter said.

Local availability is an issue at times, becoming more frequent on older vehicles and certain brands/models of vehicles,” said another. “Parts being phased out, limited stock, etc.”

Impact

Most shops are paying attention to technology — be it in their customers’ vehicles or in their own shops to make business run smoother. Those who are not said they’re likely retiring soon so they’re not getting on the bandwagon.

“Moving forward in future years, we see technology as a major growth area as many shops are not changing or growing and we are embracing this change,” said one commenter.

“Demand due to the general lack of qualified technicians and the added time/cost involved in repairing and maintaining late model automobiles. Labour rates will need to continue to rise to accommodate higher technician wages, equipment investment and demand for service will increase,” said another.

One respondent noted the challenges of increased technology and rising costs could push customers to look elsewhere for their needs.

“It is intertwined, technology and business. If the costs go up, the technology goes up, and the business may suffer due to rising costs. Many customers shop around looking for the best price,” they said.

“More training, more investment in tools and equipment. Have to keep prices modest to hold clients and make some profit,” observed a respondent.

ADAS requires equipment updates and training that will take a while to pay for themselves. I will be spending money and time upfront and wait to see the effect,” one explained.

One noted how they will keep chugging along. “In my business in particular, it will not have an impact on our bottom line. There are still plenty of vehicles out there that require basic maintenance. People want to keep up the vehicles they already have until they are forced to do otherwise. I don't see much of a difference for us.”

Looking at their business, one noted that they’re wary of some of the technological advancements.

“Business-wise, I think future technology is really leaning towards AI assistants, but this takes the personal touch out of the business and we likely won't be following that path,” they said. “Overall, with every significant technological advancement in vehicles, everything gets harder to work on, and more expensive to repair for the customer — making our jobs more difficult.”

“Training will become even more important for our technicians to be able to service newer vehicles,” one pointed out.

“As long as the right to repair act is always met and standardized all independent shops who charge properly and keep up with investing in equipment and training, it will be a good change,” said another.

We asked: If you could give any piece of advice to aftermarket jobbers about how to keep you, their customer, happy, what would it be?

They said:

Offer support in terms of delivery, returns pickup, timely credits, competitive pricing, online integration with POS systems for ordering. Extra benefits could include brand representative training or education, benefits and warranty descriptions included with online descriptions (most are without any statement), support or incentive programs to help installers reward our customers for make premium parts decisions (combined with installer incentives).

Have them put pressure on the distributor to keep jobber business by having the distributor do a better job for the jobber. Manufacturer online pricing and part number and description help identify the correct part the first time.

Technology needs seem sufficient until the distributor/ manufacturer change their way of doing business without regard for the next step users.

Less counter personnel would increase online ordering.

Increase delivery personnel to prevent bottlenecks.

Be mindful of delivery reliability. From a technology standpoint, make sure your ordering sites are user friendly/intuitive. For God's sake, stop making it hard for me to pay you. That's a very real thing with some suppliers, and I only call them as a last resort primarily because of that.

Make the websites a little more easy to maneuver around and simplify them.

I would say a little bit of extra effort goes a long wayjust overall willingness to help or to try. We notice the little things, and they may not be so little to us.

When answering phone calls when busy. Wait for a reply from the customer when asked to hold. It's just good customer service.

ON THE ROAD

Lordco Tradeshow

April 2-3. 2025

Vancouver, British Columbia

Lordco Auto Parts returned to the PNE grounds in Vancouver for its Annual Tradeshow, marking 35 years of the event. Both the Coliseum and Agridome facilities were packed with the latest in parts, technology, vehicle accessories and tool companies. The company reported about 10,000 visitors coming through its doors to check out displays from Lordco’s leading suppliers and manufacturers. Attendees were able to take advantage of ‘Red Sheet’ deals with discounts available only during the show.

COMPETING FOR MILLENNIALS WITH AMAZON

Here’s

how the online retail giant’s ‘headlock’ on this age group could impact the automotive parts industry

// By Adam Malik

Amazon’s strong appeal to Millennials is set to significantly impact the automotive aftermarket, according to a recently released report, as this generation becomes the largest driver of parts and repair volume.

“Amazon has a headlock on Millennials, who will generate the largest share of light vehicle aftermarket parts and repair volume over the balance of this decade,” according to the report Millennials Rev Amazon Aftermarket Sales by Lang Marketing.

This generation, born between 1981 and the late 1990s, is the largest in the U.S. and Canada and will be the key driver of the economy as Baby Boomers retire and Generation Z gains economic traction.

Millennials rank Amazon as the most relevant product and service brand in the U.S., overshadowing tech giants like Apple and Google, and consumer brands such as Sony, Starbucks and Nike.

“Millennials’ dedication to Amazon has significant implications for this e-commerce giant’s future success in selling automotive parts and repairs,” the report said.

This loyalty is crucial as Amazon aims to use the aftermarket as a foothold to access the massive, trillion-dollar mobility market of the future.

Amazon has expanded into various services, including auto repair. The company’s product review feature and wide range of brand and price alternatives resonate strongly with Millennials, the report said, who value peer-to-peer opinion sharing and competitive pricing over traditional brand loyalty.

The impact of Amazon’s appeal to Millennials on the aftermarket is profound, Lang noted. Millennials are already key players in the DIY parts market and are increasingly influential in the Do-It-For-Me (DIFM) sector. Lang Marketing’s study of repair shops’ internet buying activities highlighted significant differences between the practices of Millennial technicians and their older counterparts.

Millennials’ dedication to Amazon has significant implications for this e-commerce giant’s future success in selling automotive parts and repairs

“Equally important to Amazon’s future direction and success in the aftermarket is its growing interest in using the aftermarket as a foothold for gaining access to the massive, trillion-dollar mobility market of the future,” the report stated.

This interest is evident in Amazon’s o2o (online to offline) transactions, which change the dynamics of parts delivery. By scheduling auto repairs online at approved outlets, consumers can provide lead time for necessary parts to arrive, reducing the need for rapid delivery and shifting the focus from local repair shops to large platforms like Amazon.

With its position of reliance and trust among Millennials, Amazon is poised to expand its substantial auto parts DIY sales base and increase its auto repair offerings using the o2o model, Lang observed.

THE MISSING LINK

Why front counter training is just as critical as technician training // By Alan Beech

Jobbers play a crucial role in supporting automotive repair shops, primarily by providing high-quality auto parts. A significant part of this support has traditionally been offering technical training for technicians. This makes sense — after all, skilled technicians are becoming harder to find, and without proper training, they won’t be able to repair vehicles effectively.

If cars don’t get fixed, no parts get sold.

However, while the importance of training technicians is well understood, one crucial area of training often gets overlooked: Service advisors. If jobbers want to provide true value to their customers, investing in advisor training is just as essential — if not more so — than technical training.

Why train service advisors?

Service advisors are the face of the business. They don’t need to know how to fix cars, but they must be friendly, empathetic and skilled at building relationships. A well-trained advisor cultivates a loyal customer base, leading to clients who trust their shop so much that they drop off their keys and say, “No need to call — just fix my vehicle.”

The advisor also plays a critical role in organizing the workflow of the shop in a way that makes financial sense. Without a competent advisor at the front counter, even the most skilled technicians won’t be able to operate at full capacity.

Without proper scheduling, effective communication and structured service processes, a shop is doomed to inefficiency and financial instability.

How to provide value

If you are a jobber looking to truly support your shops, organizing service advisor training can be a game-changer.

Many shop owners recognize the need for training but may not have the resources to arrange it themselves. By taking the lead in organizing the training — securing a meeting space, providing meals and facilitating an environment for learning — you demonstrate real value to your customers.

A typical two-day advisor training session could cost a shop anywhere between $1,000-$1,500 if sourced independently. However, if you coordinate the training and gather 20 participants, you can reduce the cost to $800–$1,000 per student.

Not only does this make training more accessible, but it also strengthens your relationships with the shops you serve. By helping them succeed, you ensure they remain strong, loyal customers who continue to buy parts from you.

What advisors learn in training

The return on investment (ROI) for advisor training is substantial.

Shops that invest in training their advisors see improved customer retention, increased sales and greater efficiency in their operations.

But what exactly do advisors learn in these training sessions?

1. The Value of a Complete Vehicle Inspection

One of the most critical lessons advisors learn is the importance of performing and communicating a thorough vehicle inspection. A complete inspection, when properly explained to the customer, leads to a higher average repair order. More approved repairs mean more parts sold, directly benefiting the jobber and the shop alike.

Additionally, when customers receive comprehensive service, they are more likely to return for future maintenance, creating long-term revenue growth.

2. Creating and presenting professional estimates

Another essential skill is how to create a professional estimate and present it in a way that builds customer confidence. Advisors learn how to clearly explain what work is needed, why it’s necessary, and what benefits the customer will receive.

When done correctly, this presentation leads to more approved repairs and an increase in parts sales.

3. Mastering the art of closing sales

Training also equips advisors with the ability to close sales effectively. By gaining confidence in their ability to communicate value, advisors can better handle objections and help customers feel comfortable saying “yes” to repairs. The result? More completed repairs, more parts sold and more revenue generated for both the shop and the jobber.

4. Handling objections and de-escalating conflicts

A significant part of an advisor’s role is dealing with customer concerns and objections. Training teaches advisors how to navigate these conversations professionally and how to de-escalate problems before they become major issues.

When customers feel heard and respected, they are far more likely to return for future services rather than seeking out a different shop. Again, this leads to sustained business growth and continued parts sales.

Advisor training is a win-win

While technical training remains essential, front-counter training has an undeniable ROI for both the shop and the jobber. Shops with well-trained advisors operate more efficiently, close more sales and build lasting relationships with their customers. This leads to increased parts sales, higher revenue, and stronger long-term relationships between jobbers and the shops they serve.

If you’re a jobber looking to differentiate yourself and add real value to your customers, offering service advisor training is one of the best ways to do it.

By facilitating this crucial training, you ensure that your shops thrive — which, in turn, means more business for you.

I trust Delphi

Customers expect me to get it right the first time, every time. That’s why I choose Delphi.

MOVING BEYOND THE HYPE

Strategic trend adoption in the automotive aftermarket

In an industry where change is constant, the relentless emergence of new technologies can create challenges when discerning which trends to embrace and which to observe from a distance is crucial.

For Canadian automotive jobbers, warehouse distributors, and parts retailers, the path to sustained success lies in the judicious selection and implementation of trends that demonstrably offer tangible operational and financial benefits, all while steadfastly maintaining core business integrity and established customer relationships.

Aging vehicle fleet: A golden opportunity

With the average vehicle in Canada being more than 10 years old, consumers are holding on to their cars longer, leading to consistent and often increasing expenditures on essential maintenance and repair services. This extended vehicle lifespan directly fuels a robust and predictable demand for critical, high-wear components, such as brakes, batteries and suspension components.

For jobbers, this reality presents a compelling and readily accessible opportunity by doubling down on core inventory that supports mid-life vehicle maintenance. This necessitates a commitment to sourcing and stocking high-quality parts, ensuring consistent and readily available supply chains, and providing tangible value-added support to their installer base.

Focus on quality, availability, and value-added support like technician training or diagnostics tools. It’s not about chasing what’s next — it’s about serving what’s here, reliably.

Electrification: Proceed with caution

er than anticipated due to high costs and infrastructure challenges.

For jobbers, undertaking a radical and potentially premature overhaul of existing inventory to accommodate a full spectrum of EV-specific parts can lead to greater challenges around parts proliferation. Instead, a more prudent strategy that involves a gradual and market-responsive introduction of EV-compatible components and accessories is required.

This measured integration should be directly aligned with the actual, demonstrable growth in local and regional EV market demand, preventing the tying up of capital in slow-moving or currently unnecessary inventory.

ADAS: A niche worth exploring

As advanced driver-assistance systems (ADAS) features become more common in vehicles across Canada, service shops face increasing pressure to perform accurate calibrations after repairs. Even routine jobs like windshield or bumper replacements now require specialized tools and training.

This creates an opportunity for jobbers to support their installer base with ADAS-compatible parts, calibration tools, and access to training resources. As provinces begin exploring more formal safety standards, being ready with solutions positions your business as a forward-thinking partner.

Digital integration: Enhancing customer experience

The rise of e-commerce and digital platforms has transformed customer expectations.

This includes the implementation of advanced inventory management systems that provide real-time visibility and optimize stock levels, as well as the deployment of user-friendly online ordering platforms that cater to the demand for quick, accurate and convenient service.

Such digital integration not only demonstrably improves internal operational efficiencies but also directly addresses and meets the evolving demands of a digitally savvy customer base.

Sustainability: Aligning with consumer values

Environmental consciousness is influencing consumer behaviour. Offering eco-friendly products, such as remanufactured parts and fuel-saving accessories, can appeal to this demographic. Moreover, aligning with sustainability initiatives can enhance brand reputation and customer loyalty.

Conclusion

Incorporating industry trends requires a balanced approach. By focusing on areas that align with core competencies and customer needs, jobbers can navigate the evolving landscape effectively. Strategic adoption, rather than trend-chasing, ensures long-term success in the dynamic automotive aftermarket industry.

BAYWATCH

ACID NEUTRALIZER

TAKE A LOOK AT THE NEWEST PRODUCTS

Chemsorb Acid Neutralizer from Denois-US is a lightweight silica-free product to absorb and neutralize acid spills up to three times faster. This loose absorbent includes color change technology, which indicates when neutralization has occurred. It works for various acids like battery, muriatic, hydrochloric, sulfuric, phosphoric acids (except hydrofluoric), etching solutions, plating solutions and more. Each 10-pound bag can neutralize and absorb up to 2.5 gallons of fluid. www.denios-us.com

LINK YOUR LIFTS

The Rotary Flex Max Linker is now available. It allows technicians to connect and control up to 18 Rotary Flex Max mobile column lifts using a single remote control. This innovation facilitates lifting large-scale vehicles like heavy-duty trucks, multi-axle buses, coaches, railway wagons and more. Linking the mobile columns together can be done with the pushbutton controls and digital display on the remote. Each linked system can consist of two, four or six columns to adapt to the type and size of vehicle to be lifted. www.rotarylift.com

ELECTRONIC THROTTLE BODY

Standard Motor Products recently released electronic throttle bodies for popular Volvo cars and SUVs through the 2022 model-year, as well as Jeep vehicles like the 202422 Grand Cherokee and 2024-18 Wrangler. Additional new coverage includes popular vehicles like the 2024-21 Ford F-150, 2019-15 Hyundai Sonata, and 2022-20 General Motors heavy-duty trucks. New related components include Accelerator Pedal Sensors for the 2023-21 Hyundai Elantra, 2023-22 Hyundai Tucson and 2023 Kia Sportage. www.smpcorp.com

POWER STEERING HOSES

Plews & Edelmann added 42 power steering hoses with coverage for over 16 million registered vehicles with applications from GM, Ford, Acura, and Toyota, including GM crossovers and fleet-oriented Ford Super Duty applications. It also announced six power steering hard parts have been added to the Edelmann Elite line of new racks, pumps, and gears. The newly introduced SKUs include 5 pumps, and 1 rack exclusive to Plews & Edelmann. A new fully synthetic Honda/ Acura power steering fluid that provides coverage to over 13 million vehicles in operation.

www.plews-edelmann.com

END AND WELD YOKES

Dana Incorporated has added additional coverage to its line of Spicer Select RPL yokes with new end yoke and weld yoke part numbers. Newly available Spicer Select RPL yokes include the RPL20 weld yoke (35-20RY607), RPL20 end yoke (35-20WYSC3818), RPL25 weld yoke (35-25RY683), RPL25 end yoke (35-25WYS361), and RPL25 end yoke (35-25WYS442).

www.spicerparts.com

COOLANT, ANTIFREEZE

Aisin introduced six additions to its coolant/antifreeze lineup for North American and European passenger and light-duty vehicles. The products are available in colour-coded formulations: Purple for Stellantis and Chrysler; yellow for Ford; and orange for Chrysler, Ford, GM and any ICE or electric and hybrid vehicles equipped with indirect cooling battery systems. Three European antifreeze/coolants are available in colour-coded formulations: Pink Alfa Romeo, Audi, Ferrari, Fiat, Jaguar, Land Rover, Mini, Porsche, Saab, Volvo and Volkswagen; blue for BMW, Mercedes-Benz, Sprinter; and violet, for newer European vehicles. www.aisinaftermarket.com

TANK ADDITIVE

Aisin has expanded its product line to include EFI Tank Additive for gasoline engines only. After being added to the fuel tank and while the vehicle is running, the AISIN EFI Tank Additive removes carbon deposits and restores the vehicle’s performance. It helps consumers perform preventive maintenance, and cleans fuel injectors, intake valves and the combustion chamber while the vehicle is being driven. www.aisinaftermarket.com

EV, POWERTRAIN LIFT

BendPak has enhanced its Mobi-EVS Series of EV battery and powertrain lifting systems to boost technician productivity and ergonomics. Updates include a lower center of gravity, redesigned base frame and scissor assemblies, increased use of high-tensile steel, wider safety assembly, and larger weld sizes. The improved tilt-deck table enhances stability and adjustability. Mobi-EVS models feature full-length utility trays and new storage bin options for tools and adapters. www.bendpak.com

RETREAD MASTER KIT

LTI Tools’ 10-Piece Wheel Hub Master Rethread Kit for Damaged Studs and Bolts allows technicians to quickly repair damaged wheel threading on a variety of vehicles. Auto and Tire Technicians get two rethread kits in one — a precision external stud repair set and an internal bolt tap rethread kit. The set includes four unique split dies for stud repairs covering more than 90 percent of domestic and import vehicles, including light trucks. The kit also contains replacement O-rings for the split dies as well as a 2-pin socket adapter and a handy thread gauge. www.ltitools.com

ELECTRIC AXLE DRIVE REPAIR KITS

ZF Aftermarket released 25 Electric Axle Drive Repair Kits for cars and SUVs in the U.S. and Canada. The kits enable independent workshops to perform repairs without removing electric axle drives, making it faster and easier for shops to service electric vehicles. The kits have all the spare parts and fastening elements for the needed repair. Removing the electric motor or the electric axle drive is not required; however, workshops must ensure that only qualified technicians with the proper training carry out the relevant work. High voltage training is required. www.zf.com

CAR-TOONS

BAYWATCH

SCAN TOOL UPDATE

Bosch has launched the 6.0 software update for its ADS X series scan tools, offering new features, faster scan times and expanded vehicle coverage. The update includes a topology view and battery voltage indicator to enhance diagnostic efficiency. Key improvements in the 6.0 update include faster scan times a topology view, battery voltage indicator and more. Bosch ADS X users with an active subscription can install the update after automatically receiving the download. www.boschaftermarket.com