October SSGM 2014

Service Station and Garage Management READ BY AUTOMOTIVE REPAIR SHOP OWNERS AND TECHNICIANS SINCE 1955

OCTOBER 2014

J.D. Power Looks at Customer Satisfaction with

Auto Service

Master Mechanic High Park Shop Profile Automotive Manufacturing in Canada Report www.ssgm.com

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SSGM Service Station and Garage Management

EDITOR Tom Venetis

(416) 510-6790 tom@ssgm.com

TECHNICAL EDITOR Jim Anderton jim@ssgm.com

October 2014

Vol. 44 No. 8

what’s inside

CONTRIBUTING WRITER Andrew Brooks PUBLISHER Marc Gadbois

(416) 510-6776 marc@ssgm.com

SALES MANAGER Jay Armstrong (416) 510-6745 ACCOUNT MANAGER Jim Petsis (416) 510-6842 CIRCULATION MANAGER Selina Rahaman (416) 442-5600 ext 3528 srahaman@bizinfogroup.ca SUBSCRIPTION ENQUIRIES Roshni Thava (416) 442-5600 ext 3555 ART DIRECTOR Choo Hwee Kuan PRODUCTION MANAGER Steve Hofmann (416) 510-6757 PRINT PRODUCTION MANAGER Phyllis Wright

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VICE PRESIDENT CANADIAN PUBLISHING Alex Papanou PRESIDENT BUSINESS INFORMATION GROUP Bruce Creighton

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o o of e b er ree e or

Filter Report Innovations in automotive filter technologies boost vehicle performance and cabin comfort level �������������������������������������������������������������������������������������������������������� 12 J.D. Power Report Independents face increasing pressure from dealership service operations 16 Identifix Technical Tip Fixing an annoying audio issue ����������������������������������������������������������������������������������� 20 Automotive Market Report Innovations in the Canadian automotive market ���������������������������������������������������� 22 Automechanika New exhibitor records, new technologies showcased at Germany’s largest auto trade show �������������������������������������������������������������������������������������������������������������� 26 Shop Profile Master Mechanic High Park ��������������������������������������������������������������������������������������� 28 Mahle Mahle Service Solutions outlines big plans for the aftermarket ������������������������ 33 LuK Technical Tip Lubrication of Input Shaft ��������������������������������������������������������������������������������������������� 34

Departments

Editorial ��������������������������������������������������������������������������������������� 4 News �������������������������������������������������������������������������������������������� 6 Baywatch ����������������������������������������������������������������������������������� 31 Jim’s Rant ���������������������������������������������������������������������������������� 32 Advertiser Index ����������������������������������������������������������������������� 38 Internet Directory ��������������������������������������������������������������������� 38 *For BlackBerrys: Go to your BlackBerry messenger and select Scan Barcode. *For iPhones: Use the App Store to download Beetagg Reader Pro.

We acknowledge the financial support of the Government of Canada through the Canada Periodical Fund of the Department of Canadian Heritage�

In association with CANADIAN

AUTOMOTIVE Technician

October 2014 SSGM 3

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|| Tom’s EdiTorial

Rush to Buy an iPhone, Complain about Auto Repair

H

By Tom Venetis, Editor

If you ignore maintenance on your vehicle, then you will have problems . . . in some cases, very serious problems. But many refuse to see it that way. They see any expense on a vehicle as a burden, something to be avoided. It is a classic grudge purchase.

ow often have you seen this: When Apple announces a new iPhone someone you know will rush out the door and wait in line for days in order to get their hands on the new gadget. Price is not an obstacle. They will gladly pay hundreds of dollars for the device, in some cases over a thousand as they buy several. They relish being the first in the office to show off the new phone. They say it will change their life. It does not matter that there was nothing wrong with the phone they have right now . . . they just need this new version. And if they have to take on some debt, that is just the cost of following the herd.

Now take that same person and say, “Your brakes need to be replaced as they are worn.” Or how about, “You need to get new tires and we have to replace a worn tie rod and bushing.” Better yet, just say, “Your oil and filter needs to be changed.” Suddenly, this same person who had no problem buying that new iPhone now says they have no money. Or the cost of the work is too high. Or they complain about how the garage is looking to make a quick buck off them.

This is one of the great mysteries to me. Your life is not going to change because you have a new phone with a bigger screen. You are not going to suddenly find yourself married to a supermodel, winning the lottery or discovering an intact copy of Protrepticus by Aristotle. It is just a phone. Your old phone works just fine.

However, if you ignore maintenance on your vehicle, then you will have problems . . . in some cases, very serious problems. But many refuse to see it that way. They see any expense on a vehicle as a burden, something to be avoided. It is a classic grudge purchase.

It really should not be that way. We have to do a better job telling people the money spent on vehicle maintenance and repair is an investment, not an expense. Too often, we in the service industry give the impression that repair and maintenance work is an expense. We do our best to help make it easier for the vehicle owner to do, but we never make the vehicle owner realize that it is really an investment. That brake or bushing replacement is preserving the value of the investment the owner has made in that vehicle.

Let’s use the analogy of home ownership. When one repairs a faulty switch or door, replaces tired cabinetry in the kitchen or bathroom . . . all that is an investment. It preserves or adds value to the home. Don’t do that, allow the home to deteriorate or remain with knob and tube wiring, and that home will not retain its value over time. The same goes for a vehicle. Make the investment in maintenance and repair and that vehicle will give many years of solid service.

What do you think?

Have your say and speak your mind! letterstotheeditor@ssgm.com 4 SSGM October 2014

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|| News Briefs ACDelco Enhances Ceramic Advantage Friction Line ACDelco Canada has expanded their existing line of Advantage Ceramic Friction parts by adding over 18 SKUs. The expanded line means Advantage brakes now cover even more vehicles on the road. Where required, each brake

pad now also comes complete with an Original Equipment type abutment clip. Each clip is precision engineered for the specific application, reducing installation issues found with an aftermarket quality clip. The expanded line complements the already robust family of brake parts, including Original

Identifix Founder Bill Sauer Retires On August 15, Identifix’s founder officially retired after 52 years in the automotive industry. He ended his career on a high note as Identifix announced it broke yet another record: 46,000 Direct-Hit subscribers accessed information from the online tool on over 400,000 different vehicles in July.

Sauer said he isn’t retiring for any particular reason. “I renewed my driver’s license recently and finally realized how old I had gotten,” joked the 77 year-old. “So I decided to move on – it’s time.”

Sauer started as a Mobil service station dealer in 1962, which eventually led to him launching an equipment sales company, selling oscilloscopes, dynos, infra-reds and other test equipment.

“I wanted my buyers to use the equipment properly, so with each sale I scheduled an on-site training session right in their shop with the techs,” he said.

It was during that time Sauer discovered technicians had little knowledge of electric ignition and were mystified about ignition theory, “even the good old ‘points and condenser’ variety.”

“I coined a saying back then,” said Sauer. “‘You can’t tell what is wrong, if you don’t know what is right.’”

It was this philosophy that led him to found Autotech in 1976, which provided advanced technical training over a three-day, 24-hour course, a format that went above and beyond the one-night beer and pizza clinics that had previously been the industry standard. Autotech was successful and eventually went nationwide.

With the dawn of the 1980s and the computerized car, Sauer foresaw the increasing need for information and envisioned a technical hotline, complete with specialists and original factory service information accessible through a computerized database. Finding investors who believed in his business plan was tough and it wasn’t until the fall of 1987 that Sauer partnered with Owatonna Tool Company (OTC) to create Autoline Telediagnosis.

With Ford, GM, Chrysler and import specialists on hand, they ordered all factory manuals published since 1980 and set up phone and computer systems. On January 2, 1988, the phone lines were open for business. Sauer admits growth was slow, since the industry expected information to be provided by parts suppliers at no cost. Sauer adjusted the payment format, eventually charging customer calls by the minute.

Management changed at OTC and the new regime wasn’t happy with the numbers. Sauer and his team rallied and he assumed majority ownership at the end of 1992 and renamed the company Identifix. Today Identifix, along with its sister company iATN, have become the largest source of diagnostic and repair information in North America.

Identifix currently boasts 46 factory-trained ASE master carline specialists and receives up to 20,000 calls a month on its repair hotline.

The hotline has taken over four million calls since its inception, and an average of 20,000 shops are accessing data through Direct-Hit at any given time.

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Equipment, DuraStop Professional and Advantage brake part lines, and is available through authorized ACDelco distributors.

“Our Advantage brake line is a terrific choice when a repair facility wants to provide a quality repair at an affordable price. As the line grows in popularity, we continue to listen to our customers and invest in the line, which is why we’ve elected to add abutment clips with the pads and ensure they are specifically engineered for that application. We’ve heard about the issues with other aftermarket quality clips and made the decision to add OE type clips to help the technician with their repair. All our parts are carefully engineered for both fit and finish to meet or exceed Original Equipment standards, and we are delivering with this new line expansion,” commented Corey Graham, national sales and marketing manager.

AIA Canada: Consumers Tell Industry “Safety Comes First” From across various age groups, genders and the country, the message from Canadian participants was clear. Safety is the key factor influencing the decision to invest in vehicle service and repair. And, despite research to the contrary, an overwhelming majority believe they are conducting the maintenance needed to keep their car or truck safe on the road.

This past summer, the Automotive Industry Association of Canada (AIA) and the Canadian Automobile Association (CAA) partnered to run a series of consumer focus groups in Ottawa, Montreal, Toronto and Vancouver. Conducted by Quorus Consulting Group, a Canadian market research consulting company with expertise in both qualitative and quantitative research, the focus groups examined the vehicle service and maintenance habits of Canadians.

The eight focus group sessions, made up of eight attendees, were two hours long with participants providing some strong take-away messages.

Of crucial note, the focus group parcontinued on page 8 www.ssgm.com

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ticipants identified safety as a central factor when considering having repairs and maintenance done. Reliability and dependability ranked second to safety, with financial cost-savings and the environment being of much lower priority.

Despite industry market research to the contrary, almost all of the participants stated they conduct basic maintenance on a regular basis, strongly believe their own vehicle is safe and roadworthy and that other vehicle owners are equally responsible.

The 2013 Canadian Automotive Aftermarket Demand Study, produced

by DesRosiers Automotive Consultants on behalf of AIA, examined Canadian spending habits around service and repair, and showed the average Canadian is underspending on vehicle maintenance and repair by $623 a year.

“This is a distinct indicator that we have communication and education work to do as an industry. We need to better inform consumers about how regularly scheduled maintenance is essential to having a safe and reliable vehicle,” says Marc Brazeau, CEO and president, AIA Canada. “We know Canadians believe in the importance of service and repair, we know that keeping their vehicles safe and reliable is of primary importance and we know they believe they are doing that through basic maintenance. We simply need to provide them with better information and tools so they can make more informed decisions on what is actually needed to keep their vehicle safe on the road.”

“We need to empower consumers and provide them with more confidence in their decision-making without the added stress that vehicle owners often face when dealing with unexpected repairs,” he added.

Other take-aways include that participants are unlikely to budget for repairs, will forego a repair if they can’t afford it and that trust in their automotive service provider is of paramount importance.

In each group, participants who indicated they had a “go-to” person for their service and repair needs were extremely loyal and actively referred 8 SSGM October 2014

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Tenneco Releases Walker App Tenneco has introduced a new, free mobile app – available for iPhone, iPad and Android mobile devices – that connects consumers and automotive service providers to the Walker Emissions Control brand and its products.

Available now through Google Play, the Apple App Store and www.

WalkerExhaust.com, the new Walker mobile app includes critical resources like a VIN scanner; in-depth library of technical and troubleshooting videos; Dealer Locator; e-Catalog and more for automotive service professionals looking for Walker emissions control products for a repair. The Walker app is designed to help simplify the more complex emission control repairs and product installations.

The VIN scanner allows the user to scan the vehicle identification number and locate the specific Walker EPA- or CARB-compliant converters needed for the repair. After the user scans the VIN, the app takes the user to the Walker product catalog for that specific vehicle, displaying the Walker products available and providing detailing information specific to the application.

The app also provides direct access to useful videos included in the Walker technical library like the “Walker 13 Steps to Diagnosing Emissions Control Issues,” “5 Checks to Perform When Replacing a Converter” and many others.

The new Walker app features an e-Catalog, Part Search and Dealer Locator functions. The e-Catalog allows the user to identify Walker products for a specific application. The Part Search function allows the user to look up by the Walker part number and see detailed product specs, features and benefits.

To download the app on your mobile device, please visit the Google Play or Apple App Store. The Walker app also can be downloaded through the www.WalkerExhaust.com website. their provider to family and friends.

However, few participants felt they had such an established relationship with their shop or technician – leading to a lack of trust and confidence in general.

Liqui Moly Introduces Online Oil Guide Liqui Moly’s free online oil guide now presents an entire series of new features. Its filter function for search results is now worldwide. After entering the make, model and engine version, the results can also be optimized to include the model year, mileage and desired oil quality.

“This gives users more precise results,” stated Peter Baumann, marketing manager, Liqui Moly.

The online oil guide at www.liquimoly.com is the most popular feature

on Liqui Moly’s website. Every day nearly 30,000 car drivers and mechanics use it to see which motor oil, transmission oil, power steering oil and brake fluid are best for the car in question.

“Our oil guide helps car drivers find their way in the jungle of manufacturers’ approvals and industrial standards,” continued Baumann. “Using the wrong oil is just as bad as installing the wrong component.”

In view of the wide variety of various motor oils it is quite possible for the list of motor oils suitable for a certain model to be quite long. With the new filter function this long list can be shortened to just a few products, which are optimally suited for the specific condition of the vehicle. On older cars continued on page 10

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|| News Briefs

continued from page 8

with high mileage, some oils provide better results than on new vehicles.

Moreover, users can indicate whether they prefer a synthetic or mineral oil.

The selection of car makes is now also clearer. In the meantime it has increased to over 70 entries. These entries are now arranged alphabetically. The existing vehicle categories of Cars, Vans, Trucks/Buses, Motorcycles, Agricultural Vehicles and Vintage Cars have now been extended to include two new groups: Construction Machines and Boats.

GEM-CAR Joins B.C.’s ARA GEM-CAR, in an initiative from V2V Technologies, has joined forces with British Columbia’s Automotive Retailers Association (ARA).

GEM-CAR has also become an associate member of the ARA. Its aim is to improve the profitability and success of the organization’s members by offering its management software in a special membership deal. GEM-CAR’s software is endorsed by ACDelco for use by its members throughout Canada and in the U.S. Typically, it increases shop revenue and profitability, as well as streamlining shop operations and improving manager/customer communications.

The GEM-CAR Software will be used in shop management courses being offered under the auspices of the ARA at its 8980 Fraser Court Facility in Burnaby, BC. The courses will be available late September and feature speakers Kelly Bennett, business management trainer and coach, and Mike Kelly, former owner and operator of 14 Midas Shops.

Midas Introduces Incentives to New Franchisees, Independents Midas is an iconic brand that has been part of American car culture since the 1950s. In 2014, Midas was named Entrepreneur magazine’s top-rated auto repair franchise. With nearly 1,300 stores operating in North America and more than 2,100 stores worldwide, Midas continues to expand and that means new opportunities for current and future franchisees.

Midas has evolved from being known for selling the best muffler on the market with the only lifetime warranty since 10 SSGM October 2014

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its inception in 1956, to being a trusted brand with a strong reputation in today’s competitive automotive aftermarket.

With excellent products, services, and warranties, Midas now offers total car care to its customers and a comprehensive resource package to its franchisees.

“Midas is very focused on growth, and we are excited to partner with entrepreneurs who are ready to build or expand their business,” said Brant Wilson, senior vice-president of TBC Franchise. “We have an extended package of financial incentives for opening new stores and growing current franchise networks, and they are very aggressive. In addition to those new to the industry looking to start a franchise, we are interested in attracting independent auto businesses that want to convert their successful operation to a Midas franchise and benefit from our brand.”

New Franchisee Incentives • Discounts on royalty fees for the first two years, including a reduction of at least 50 per cent in the first year.

• Advertising Match: When you contribute up to $10,000 toward opening advertising for your new Midas store we will match 50 per cent of your contribution, up to $5,000.

Incentives for independent business owners converting to Midas • No initial franchise fee (value of up to $30,000).

• Discounts on royalty fees for the first two years, including a reduction of at least 75 per cent in the first year.

• Signage: Midas will purchase signs for your new store worth a total of up to $25,000. Midas retains ownership of the signs, but will lease them to you for no cost for the life of your franchise agreement.

• Advertising Match: When you contribute up to $10,000 toward opening advertising for your new Midas store we will match 50 per cent of your contribution, up to $5,000.

“I’m excited to announce these incentives,” said Wilson. “They truly demonstrate our commitment for long-term growth and our desire to partner with business people who understand the value

and importance of automotive retail.”

For more information about Midas’ expansion, contact Midas Franchise Development at 1-877-890-5874 or email franchise@midas.com, or learn more at www.midasfranchise.com.

Stephanie Slatkin Joins Brake Parts Inc Stephanie C. Slatkin has joined Brake Parts Inc (BPI) as vice-president, general counsel and secretary. The news was announced by David Overbeeke, president and CEO. In her new role, Slatkin will represent the company on a variety of legal matters including supporting the transactional, contractual and legal compliance needs of Brake Parts Inc. “Stephanie brings more than 17 years of global business and legal experience in both corporate legal departments and private practice to her new position as vice-president, general counsel and secretary,” said Overbeeke. “Her previous roles give her a broad base of knowledge in all aspects of corporate law, which will serve as a tremendous asset to Brake Parts Inc as we continue to grow in the brake industry. She will be a key addition to our senior team.”

Previously, Slatkin served as assistant general counsel for Fortune Brands Home & Security, Inc., a global consumer products company in Deerfield, Ill., where she was responsible for managing the non-IP legal workflow for the parent company and its subsidiaries. Prior to that position, she worked for Fortune Brands, Inc. as their senior counsel, where she counseled business clients on all aspects of legal issues.

Earlier in her career, she was employed at Winston & Strawn in Chicago as an associate attorney.

Slatkin received her juris doctor degree from the University of Illinois College of Law. A graduate of Massachusetts Institute of Technology in Cambridge, Mass., she earned her bachelor’s degree in environmental engineering. continued on page 24

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|| Filter report

Filter sales with efficiency Do your customers know that innovations in automotive filter technologies boost vehicle performance and cabin comfort levels?

By Noelle Stapinsky

T

he global automotive filter market is experiencing a serious upswing. Automotive production is up, the replacement market is growing and with increasing regulations on vehicle air emissions the demand for more premium filter solutions has never been greater.

Although filter makers have been challenged with the rise of extended drain intervals, a growing popularity of synthetic motor oils and tighter engine designs, today’s leading OE and aftermarket part manufacturers have answered the call with astounding leaps in innovative media solutions.

Today’s vehicle owners are aware of the importance of

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oil changes as a part of a regular maintenance practice, but most aren’t educated in the performance benefits and increased fuel economy of pairing high-quality synthetic motor oil with premium filters. And when it comes to cabin air filters, most consumers might not even know they exist or consider changing them as a needed service. Manufacturer recommendations may be keeping vehicles on the road longer between service visits, but for the well-versed service providers these are prime opportunities to maximize sales by continued on page 14 www.ssgm.com

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|| Filter report

continued from page 12

educating the consumer on how premium filtration systems are specifically designed to work with high-quality oil and, of course, the health benefits of clean cabin air.

Premium Results

“Extended drain intervals do make the selection of filter media more difficult. Longer drain intervals combined with higher operating temperatures can make traditional cellulose filter media brittle, which can tear or let contaminants through to the engine, or worse, it can become dislodged and become a contaminant in the engine,” says Bruce Coffey, manager of light-duty product engineering for Affinia – Wix filtration products.

Synthetic media tolerates high temperatures well but lacks the strength of – and is more expensive than – cellulose. “By mixing cellulose filters with synthetic fibers one can achieve a media that has both good strength and temperature resistance,” says Coffey. “The use of this blended filter is now more prevalent in oil filters than when oil change intervals were shorter.”

Spin-on and cartridge-style oil filters are currently dominating as the biggest trends, but the challenge for filter makers is using media that can withstand the higher operating temperatures and flow rates of today’s engines – there are is also no set standard for end cap sizes, which ups tooling costs.

Filter makers are also tasked with increasing the filter capacity so that dirt can be trapped and held for the duration of the filter change, according to Jay Buckley, Fram technical training director. “It also requires filter makers to improve all rubber, such as O rings and anti-drainback valves by impregnating silicone or complete silicon construction for durability in an extended drain vehicle, as plain rubber valves will get stiff after 10,000 kilometers,” he says.

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Fram uses synthetic and cellulose blended media in its Fram Extra Guard, Tough Guard and High Mileage filters.

“We use two layers of full synthetic media in Fram Ultra filters, designed for synthetic oil changes,” says Buckley.

“The synthetic media provides great efficiency and greater dirt holding capacity than plain cellulose media.” And Fram currently has a product line to cover every aspect of the filter change spectrum. For instance, the Extra Guard and High Mileage filters are made for conventional oil and 8,000 km changes, Tough Guard is designed for semi synthetic or full synthetic oils for up to 16,000 km changes, and its Ultra filter is for premium synthetic oil for up to 24,000 km intervals.

Bill McKnight, Mahle Aftermarket Inc.’s marketing team leader – trainer, says, “being a manufacturer of high quality oil filters, we are quite pleased with extended drain intervals and synthetic motor oils. Our filters are designed and manufactured to provide filtration for two and a half times the manufacturer’s recommended drain interval.” And while Mahle certainly doesn’t recommend exceeding the recommended interval, McKnight says, “It is comforting to know that we have you covered if you occasionally miss that deadline.”

Mahle filters use a combination of cellulose and synthetic media, resin impregnated designs and Fleece media – a synthetic introduced to the world by Mercedes Benz – for some high-end European vehicles.

Bosch’s DistancePlus oil filters are designed to keep oil clean longer and protect the vehicle’s engine. These filters have a 99.9 per cent dirt removal rating, a 300 per cent capacity to hold more dirt, and two times greater burst resistance strength than conventional oil filters. Its LongLife filters are built for over 16,000 km and work with synthetic and semi-synthetic motor oil, and its Premium line protects the engine and can trap 14 grams of dirt.

Another major trend in the filter world is a move towards ECO filters. “These environmental filters contain no metal or solvents and can be crushed to remove waste oil, then incinerated,” says Mahle’s McKnight.

“Being a very large and involved OE supplier, we are well versed in manufacturing these filters and, of course, have many in our aftermarket product line. I must point out that these are not something a consumer can retrofit to their vehicle. They require a redesign of the filter and housing at the OE level.” www.ssgm.com

14-10-14 9:12 AM

Filter report || Clearing the Air

into regular maintenance practices such as oil changes. And What many vehicle owners might not consider is that there even if they’re not, technology in newer vehicles tells them is an air filtration system integrated into the vehicle that pro- when an oil change is needed or if anything goes wrong with tects them from breathing in environmental contaminants by engine components. With the customers already rolling in stopping them from entering the heat and air vents, as well the bay doors, service stations need to seize the opportunity as preventing dirt and dust from entering the vehicle cabin. by discussing the benefits of coupling quality oil with preAnd over time, these filters do need to be replaced. mium filters.

“We always recommend following the manufacturers’ Besides, would a customer want to put old, bald tires on a recommendation, unless of course the vehicle is operated new set of awesome rims?

SSGM in a severe dusty environment,” says McKnight. “Off-road vehicles, and construction and farm vehicles will require more frequent filter changes.

It is important to remember that a vehicle using 10 gallons of fuel has consumed 80,000 gallons of air.”

Mahle’s standard cabin filters are designed to keep dust, bugs, tire residue, pollen and spores outside the vehicle’s interior. And by adding charcoal activation, these filters remove odors, gaseous pollution and high ozone concentrations.

In fact, while many people keep their windows up to avoid breathing in harmful pollutants, if they’ve neglected their cabin air filter, they might be breathing in more toxic elements than they think – over time, the charcoal used in air filters can also start releasing some of the odors it absorbed.

Coffey agrees that following the owner’s manual is recommended for air filter intervals, but says, “I do believe many people are quite surprised when they change their cabin air filter and see how dirty the used one appears.”

And while Coffey admits that cabin air filter media has not changed much from previous years, engine air filters have. “The media continues to typically be cellulose, but it’s now up to WE rease vent. g g e in designed to be flame and smolder t l t a e E d g a spiritu built ar an re s, LOV resistant,” he says. The size and shape our c any of u ® filters a they y ! n WIX ing o why for m INES of these filters have also changed and G Work lbows is, soul. And y. That’s car’s life N E r r e your od for the sanctua nding you isit our they now feature shorter pleat heights ’s go ect your dirt, exte ciency. V watch t I in order to fit them into the tighter ffi ot to re to pr t 45% mo its fuel e QR code ngines. e c e g r engine compartments of today’s vehie h t ll o in f n rv co an assio or sc prese cle. And making sure fuel filters are and ook page are their p h b Face stomers s changed at the appropriate time will u c r u o increase engine life and help avoid wixfilters.com unnecessary breakdowns.

Today’s drivers are keeping their wixfilters.com vehicles longer and most are tuned October 2014 SSGM 15

www.ssgm.com 12777-WX Sink_SSGM-HalfIsland.indd 1

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3/18/14 11:45 AM

14-10-14 9:13 AM

|| JD Power rePort

J.D. Power Customer Commitment

Index Study Independents need to improve ‘soft skills’ as increased competition from dealership operations are now taking more vehicle service dollars from Canadians Tom Venetis, Editor

O

ne of the consequences of vehicles being better designed and built is that one does not need to take them as often to the mechanic. Service intervals have been extended and replacement intervals for some parts and systems are now measured by the decade rather than by kilometres. The once traditional four times a year ritual of 16 SSGM October 2014

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taking one’s vehicle in for an inspection and needed maintenance has been replaced by extended service intervals that only have the vehicle coming in twice a year, sometimes only once a year. continued on page 18 www.ssgm.com

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|| JD Power rePort

continued from page 16

A consequence is that more service work is put into those visits than before, pushing up the cost on the invoice, and pushing down people’s satisfaction with the service visit.

That is just one of findings in this year’s J.D. Power 2014 Canadian Customer Commitment Index (CCI) Study. The annual study measures the service behaviours, satisfaction and loyalty of Canadian’s whose vehicles are between four to 12 years old.

This year’s CCI study finds that the industry average did not move, remaining static year-over–year, said J.D. Ney, manager of the Canadian automotive practice at J.D Power during a conference call with select Canadian journalists.

This year’s overall customer satisfaction index score ranking has the industry average at 830, similar to last year. NAPA AUTOPRO took the top spot this year as it had done last year. However, it only took that spot by a single point (861) ahead of Lexus Dealership service operations (860). Last year, NAPA tied for the top spot with the same Lexus Dealership operations (863).

These results are in keeping with the overall industry trend where dealership operations have put greater emphasis

18 SSGM October 2014

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on their service operations and customer service as margins on new car sales continue to be squeezed. The battleground is now squarely on vehicles between four and seven years old, the time when many vehicles begin to come off warranty and more owners begin to look at aftermarket service operations as an alternative to dealership service operations.

J.D. Ney pointed out that in this four to seven year old vehicle age bracket, 61 per cent of Canadian vehicle owners continue their relationship with dealership operations, while 39 per cent move to an independent aftermarket service operation. While that statistic looks impressive, J.D. Ney said that when you look at the trend over several years, from 2009 to 2014, the picture is less so. Dealership operations have upped their game and are now taking away business from independents servicing vehicles between four and 12 years old. J.D. Ney said that in 2009, 59 per cent of vehicle service occasions were grabbed by independents with dealership operations nabbing the remaining 41 per cent. Fast forward to 2014 and the split is nearly 50/50.

“What we have seen is OE dealers really taking that battleground seriously and in the last few years we have seen

www.ssgm.com

14-10-14 9:42 AM

JD Power rePort || them take some ground away from independents,” he continued.

He added that while the focus for many has been on underperformed vehicle maintenance and the impact those theoretical dollars have on the independents, the focus instead should be on the actual lost revenues to the aftermarket service industry that has happened since 2009.

According to J.D. Ney, some $665 million actual dollars were lost to the aftermarket service industry as people took those dollars to dealership service operations.

The challenge for independents is how to get those dollars back. The difficulty is that with extended service intervals there is a move to pack more services into those visits. This increases the bill and causes many to recoil.

“This year we looked at how often Canadians bring their vehicles in for service and what that means for their overall satisfaction,” J.D. Ney said.

“For those who bring their vehicles in once a year, they have a higher invoice and lower satisfaction. Those who bring their vehicles in twice a year have a lower invoice and a higher satisfaction.”

The paradox is that while that may make sense intuitively, the fact is that the annualized cost of maintaining a vehicle is actually higher with more frequent visits. So what does this mean for the aftermarket service industry?

“The average number of service visits is dropping and will continue to drop as manufacturers extend vehicle maintenance intervals,” J.D. Ney said.

“Part of this is because vehicles are being better built and the use of longlife, synthetic oils. The opportunity now is for educating customers on the annualized cost of their maintenance.

We have to begin acting as trusted advisors.”

This is where the service advisor comes in. While quality work is certainly one of the metrics Canadian vehicle owners place a high premium on, those same owners also place a high value on ‘soft skills.’ These include having the service advisor

focused on the customer’s needs and putting the customer at ease, answering their questions and providing helpful and useful advice about their vehicle, and keeping the customer informed about the status of their vehicle. It is these skills and how effectively they are put into practice by service operations and their service writers that determine whether a customer will come back for additional service work in the future.

If on a scale from 1 to 10, the overall service satisfaction is rated an 8 or less, then the chances of getting that customer to come back drops dramatically. If one achieves a satisfaction rating of 9 or 10, then one has a greater chance of retaining that customer, J.D. Ney concluded.

“This is something that shops who are highly organized and recognized for excellent customer service have known for years,” said Chris Thorne, national director – banners with UAP inc./NAPA Canada. “For those who desire the designation of ‘service excellence,’ the role of the advisor is paramount to getting there. To be clear, there is a considerable difference between simply having a service advisor and having a great service advisor who engages with both the customer and the staff of the facility.

“Being highly organized with a commitment to process is a key trait for any service advisor; both in their ability to inform and advise clients on their vehicle’s needs and planning for them, but also to direct the effective flow of traffic within the bays. Topquality service advisors not only make their clients feel at ease, but they are experts at using and scheduling resources including labour to maximize a shop’s productivity. A total quality process insures the customer’s vehicle is fixed right the first time and the shop makes the best use of their time.”

Thorne continued that being highly organized with a commitment to process is a key trait for any service advisor, both in their ability to inform and advise clients on their vehicle’s continued on page 37

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14-10-14 9:14 AM

|| IdentIfIx technIcal tIp

To Be or Not D2B

By Michael Klaas, Identifix European Specialist Certified: ASE Master, L1

O

ne of the most annoying things about a vehicle can often be the failure of a simple creature comfort such as not having the radio work. Engineers have been making these ‘simple’ radios more and more complex, which can be very frustrating and sometimes hard to diagnose. But with some understanding of the basic fundamentals of fiber optics and networking, these radios can actually be simple to diagnose.

I recently had a call on a 2009 Mercedes E350 with no sound from the audio system. Knowing a little bit of the evolution of fiber optics on Mercedes also helps in a diagnosis. So what is fiber optics? Fiber optics pass light signals from one component to another. These light signals get converted to electrical signals and either use the information to operate or pass it further along to the next component. Each component has two fiber optic cables, an “IN” and an “OUT.” The first version of fiber optics was proprietary to Mercedes and used as early as 1998. This fiber optic system was called Domestic Digital Bus (D2B), which was later upgraded to Media Oriented System Transport (MOST) starting around 2003 with the introduction of the new model E-Class 211. Though both operate the same way, MOST fiber optics proved to have quicker communication (24.8 megabytes per second), are more durable (minimum bend radius of 25mm on D2B; MOST minimum bend radius states don’t kink), cost less and be able to handle more devices (up to 64) on the network.

Now that we know what fiber optics is and what it does, it is necessary to know how this particular vehicle is networked.

A 2009 E350 has the COMAND radio as the head unit or gateway MOST master and MOST slave components: Sound System Amplifier, Satellite Radio and Media Interface Control Units in its ring configuration (See Figure 1).

The MOST master issues an optical and an electrical “wakeup” signal to everyone in the system simultaneously, and is also responsible for diagnostic fault Figure 1 courtesy of Mercedes-Benz DTCs that provide the location of the electrical or optical fault. Luckily the technician I spoke with had a compatible scan tool that would communicate with the “telematics” modules to attain these important faults.

The technician found a fault D016: “MOST communication has a malfunction (position of ring break cannot be identified)” and D018: “MOST communication has a malfunction (ring break at position 1) in the COMAND unit.”

Now here is where information of how the system is networked will pinpoint where the problem lies. The components on the ring are listed in a clockwise format but the positions are listed in a counter-clockwise format. So when looking at the ring configuration (See Figure 1), “ring break at position 1” is anything between the Media Interface Control Unit and the MOST Master (COMAND unit). This fault can be caused by: Fiber Optic Transceiver (FOT) IN 20 SSGM October 2014

p 20 identifix.indd 20

at position 1, FOT OUT at position 2, module at position 2 not having power/ ground, fiber optic damage, or having fiber optic lines reversed at position 2.

We are narrowing the playing field! It is important to understand at this point that, based upon the complaint of no sound, this is a fiber optic issue and not an electrical wake-up line issue. An open or short in the electrical wake-up line will normally cause the system to either have issues turning on, turning off or turning on/off on its own. Because of this, we can physically check the fiber optic cables to make sure that the Media Interface Control Unit is receiving the optical wake-up of 9 red flashes but not passing it on to the MOST master.

Remember, each component has an “IN” optical cable and an “OUT” optical cable.

On MOST systems, the IN cable will have the flashing red light with an arrow on the connector pointing toward the component.

The OUT cable will have no light when unplugged from the component with an arrow pointing away from the component. It will pass along the light to the next component once the connector is plugged back in (see Figure 2).

With this knowledge, the technician pulled the fiber optic connector out of the COMAND unit and separated the fiber optic cables coming back into it. When Figure 2 courtesy of Identifix he plugged the OUT cable back into the COMAND and turned the on the power button, there was no visual optical light coming back to the COMAND. This led us to believe that the Media Interface Control Unit was faulty (assuming the power/ground/wake-up line to that component and fiber optics were OK).

To achieve the same conclusion, we could have performed an electrical wake-up line test (if available in the scan tool) without having to touch the vehicle. The MOST Master issues an electrical wake-up line signal much like a roll call to each component and in return, the component then issues an optical confirmation that it received the signal. If the MOST Master does not receive the optical return message back, it then flags this as a fault in the “Check of Wake-Up Line to the MOST Components” report.

Before replacement of the component, it is always a good idea to confirm that the actual and specified coding of the components match each other and that the coding is in the correct order for the vehicle. Each model has a specific order of how the modules are to be configured. If the MOST master pulls the electrical wake-up line down in a different order than what is programmed, functionality and errors can occur. After confirming the version coding was correct for the vehicle, the replacement of the Media Interface Control Unit re-established ring lock and the audio/entertainment system SSGM started working again. www.ssgm.com

14-10-14 9:25 AM

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14-10-14 7:47 AM

|| Auto RepoRt

Automotive Manufacturing

in Canada Report Production dips but innovation blossoms

By Nate Hendley, Canadian Metalworking

O

n June 4 of this year, the Automotive Parts Manufacturers’ Association (APMA) unveiled a glimpse of the future in the form of a Toyota Lexus RX350 SUV decked out with cutting-edge electronics. Some 13 Canadian companies contributed to the connected and customized RX350, which boasts the latest in communications, infotainment, safety, operating and lighting technology. While the exterior of the four-door SUV looks standard (aside from an array of company logos), its dashboard resembles something out of Star Trek.

Introduced at APMA’s annual conference in Windsor, Ontario, the souped-up and fully functional RX350 serves as a showcase for made-in-Canada automotive technology, says Steve Rodgers, president of the Toronto-based APMA. The Association represents most of the 90,000 workers employed in Canada’s auto parts sector. APMA plans to take the vehicle on a tour of automotive OEMs in North America, Europe and Asia—the latter two locales via video feed.

Canadian firms that provided time or technology for APMA’s connected vehicle project include Magna, Lixar, Leggett & Platt, Rogers, QNX Software Systems (a subsidiary of BlackBerry), the University of Waterloo Centre for Automotive Research (WatCAR), etc. The Lexus itself was donated

by Toyota Motor Manufacturing Canada (TMMC).

“There’s no doubt in my mind [connected cars] are an area where Canada can be very competitive. It’s an area where we have some fairly interesting technology,” says Rodgers.

Innovation, as exemplified by the modified Lexus RX350, will help guide Canada through changing times in the auto sector, he continues.

Rodgers insists the mood in the Canadian auto industry “is very optimistic. 2014 is going to continue to be a good year, no 22 SSGM October 2014

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doubt about that. 2015 still looks very positive.”

He says this despite the fact Canada’s share of North American vehicle production has been on a slight decline.

Automotive manufacturers in Canada and their suppliers have to reckon with competition from Mexico (where car manufacturing is booming) and strict new U.S. rules on gas mileage.

At present, an estimated 115,000 Canadians are directly employed in the automotive industry, making vehicles or parts. This represents 7.7 per cent of all manufacturing jobs in Canada. Overall manufacturing sales in the automotive sector stood at $82.6 billion in 2012, according to Statistics Canada. Some $68.5 billion of these revenues came from exports. Rodgers says auto part sales will probably amount to $23.6 – $23.7 billion this year.

The epicenter of Canadian auto manufacturing remains the industrial heartland of Ontario, where five OEMs—Chrysler Canada, Ford of Canada, General Motors of Canada, Honda Canada Manufacturing and Toyota Motor Manufacturing Canada—currently operate manufacturing facilities.

A total of 2.379 million vehicles were manufactured in Canada in 2013, down from 2.463 million the year before, a drop of 3.4 per cent. These figures come from the Paris-based International Organization of Motor Vehicle Manufacturers (known as the “Organisation Internationale des Constructeurs d’Automobiles” or OICA in French).

This year’s production figures look much the same: between January and June 2014, some 1.186 million vehicles were manufactured in Canada, versus 1.207 million for the same period last year, reports Southfield, Michigan automotive continued on page 25

www.ssgm.com

14-10-14 9:16 AM

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|| News Briefs

continued from page 10

Mahle Announces Sponsorship of Service Professionals Program at AAPEX Mahle Aftermarket, Service Solutions, formerly Mahle RTI, announced its agreement to sponsor the 2014 Service Professionals Program at the 2014 AAPEX Show in Las Vegas.

The Service Professionals Program is a new customized program specifically designed to educate service and repair

professionals and independent shop and store owners. The Service Professionals Program is part of the show’s popular AAPEXedu education track sessions.

“We believe that education and training is among the biggest challenges for automotive service professionals, particularly within the auto care industry,” said Jon Douglas, general manager Mahle Aftermarket Inc. “We

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are excited to sponsor this inaugural training event at our industry’s leading trade show. Full line, quality manufacturers like Mahle have the responsibility to support the industry and the service professionals that make it run.

This program ties in with one of our core objectives as we move into 2015 – education and training at the technician level.”

In addition to sponsoring the 2014 Service Professionals Program at AAPEX, the Mahle Service Solutions exhibit will feature in-booth technical demonstrations directly on the AAPEX show floor. Demonstrations of the company’s automotive maintenance equipment and tools will be held at the Mahle Aftermarket, Service Solutions AAPEX booth #2661 on Wednesday, November 5 and Thursday, November 6 at 10 a.m. and 2 p.m., Mahle Service Solutions product experts are also available for individual product demonstrations throughout the show.

The former RTI Division of Mahle Aftermarket has now been fully integrated into Mahle Aftermarket Inc. and operates under the name Mahle Service Solutions.

WORLDPAC Opens New Warehouse in Greater Atlanta, GA Area WORLDPAC announced the opening of a new regional warehouse in Roswell, GA. The facility offers expanded service and delivery options to independent automotive repair professionals in the greater Atlanta area.

It is the fourth WORLDPAC location in Georgia.

WORLDPAC 1200 Northmeadow Pkwy #150 Roswell, GA 30076 Headquartered in Newark, CA. USA, WORLDPAC is an importer and distributor for original equipment and quality aftermarket replacement automotive parts. The company provides brand recognized automotive parts directly to independent import and domestic service centers in the US, Canada and Puerto Rico, and also offers customer services such as their highly praised technical and business training, as well as targeted customer marketing solutions. www.ssgm.com

14-10-14 9:10 AM

continued from page 22 research firm, WardsAuto. As of mid-2014, Canada’s share of North American auto production stood at 13.5 per cent, down from 14.3 per cent in 2013.

Of the vehicles produced in Canada last year, some 408,183 were made by Honda and 505,335 came from Toyota. The remainder were built by “Big Three” plants (that is, facilities run

by GM, Chrysler or Ford).

Mexico, for its part, produced 3.052 million vehicles in 2013, up 1.7 per cent from 2012 when the country produced 3.001 million. Production in the United States stood at 11.045 million in 2013 up from 10.332 million in 2012, a lift of 6.9 per cent, states the OICA. Despite the dip in domestic production, Rodgers believes Canada is in an excellent position to take advantage of the growing interest in high-tech cars. In addition to “connectivity,” the current buzz word in auto circles is “autonomous vehicles” — as in, driverless cars run by computers. While auto experts insist autonomous cars won’t be produced on a commercial basis any time soon, driverless vehicles represent another niche tech-minded Canadian companies can explore.

The Canadian government seems to have similar ideas and has been pouring money into automotive research.

In February 2014, Ottawa announced plans to add $500 million over two years to the Automotive Innovation Fund (AIF). Introduced by the Canadian government in the 2008 budget, the AIF initially earmarked $250 million over five years for automotive firms looking to make greener, more fuel-efficient vehicles.

The AIF was renewed in 2013, to the tune of $250 million over five years.

February’s announcement ramps up funding even further.

To Rodgers, the increased funding demonstrates Ottawa’s commitment to the auto sector and offers a lucrative enticement for Canadian car firms to get creative. Innovation is seen as key to preserving Canada’s existing automotive manufacturing infrastructure. Embracing innovation will help Canadian companies compete with low-cost, but less technologically advanced regions such as China, India and Mexico, he states.

Rodgers concedes that “re-shoring” (that is, North American automotive firms returning to this continent because of quality concerns about off-shored operations in Asia and elsewhere), has primarily been an American phenomenon so far.

“The trend in the auto industry in NAFTA is definitely a story of re-shoring. We’re starting to see more [auto companies] coming back. More decisions are being made to stay local rather than going to China and India, etc. But we have to be honest, the re-shoring industry or re-shoring story rather has been more of a United States story. We haven’t really seen it to the same extent in Canada,” he states.

Nonetheless, combining innovation and cutting-edge technology seems a logical avenue to follow for Canadian firms looking to stand out in the global automotive market.

Other developments south of the border present additional www.ssgm.com

p 22,25 auto report.indd 25

Auto RepoRt || challenges and opportunities for Canada’s auto sector. The American program CAFE (Corporate Average Fuel Economy) places increasingly stringent gas mileage rules on cars sold in the United States. By 2025, CAFE calls for an average fuel economy in new cars of 54.5 miles per gallon roughly, double the current average. While there is some flexibility in the rules, CAFE regulations have had the effect of pushing auto companies to embrace hydrogen fuel cell, electric and hybrid engines as well as the notion of “light-weighting.”

Light-weighting refers to the science of making automobiles that weigh less than standard vehicles currently on the road. This can be done through copious use of advanced composites, ultra-high strength steel and aluminum. Ford, for example, will be releasing an F-150 pickup truck later this year that weighs 318 kilograms less than its predecessor, thanks primarily to aluminum.

The CAFE rules “are generally seen as positive, because [they] create a number of opportunities” for innovative Canadian suppliers, says Rodgers.

Given that nearly all (some 97.2 per cent worth, according to Statistics Canada) of Canadian automotive exports go to the United States, CAFE rules are also unavoidable.

The wobbly Canadian dollar represents another challenge/opportunity. At present, the Canadian dollar sits at around 90 cents to the U.S. dollar, down from parity in 2007. To make an impact among firms that sell goods and services to the United States, the dollar needs to stay where it is.

“Most of the OEMs that were purchasing components for the United States haven’t really in their minds adjusted their exchange rates.

The Canadian dollar needs to remain down at 90 cents and below for a longer period of time before they change their long-range forecasts,” says Rodgers.

David Foscarini, president of Mecon Industries Ltd. in Scarborough, Ontario, believes a consistently weak dollar might spur diversity in the manufacturing sector.

An automotive supplier, Mecon makes coil handling equipment. Foscarini estimates 75 percent of the company’s business is auto-related, a percentage that has remained consistent for years.

“We need to maintain a culture of manufacturing to be a well-rounded and diversified province,” says Foscarini.

While the Mecon president was speaking specifically of Ontario, his words echo APMA’s attitude about the country as a whole.

Asked if he had any advice for Canadian part makers, Rodgers offers the following: “I think the words of wisdom are, continue to make investments in new technology and innovation. Through 2025, there’s going to be lots of opportunities. So it’s necessary to continue to make investments to stay competitive. That’s highly important. Take advantage of innovation at every turn. Take advantage of all the opportunities we have SSGM because that’s where the growth is going to occur.”

October 2014 SSGM 25

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Photo Credit: Messe Frankfurt Exhibition GmbH / Jochen Günther

|| AutomechAnikA

AutomechAnikA Around a quarter of exhibitors with

products and solutions for commercial vehicles New exhibitor record and great interest in tomorrow’s technologies

T

he 23rd Automechanika held this September was once again an outstanding showcase for innovations from the international aftermarket. This year, around 140,000 trade visitors from 173 countries, one in four of them from the workshop sector, took advantage of this opportunity to find out about the latest automotive products and technologies during the fiveday fair. On the exhibitor side, the fair set a new record with 4,631 companies from 71 countries. “The ratings given by exhibitors have been outstanding with a significant impetus coming from outside Germany,” says Detlef Braun, member of the board of management of Messe Frankfurt. “However, German companies also see the current economic situation in a more positive light than in 2012.”

The number of international visitors rose by five percentage points to 60 per cent. Particular interest was shown by visitors in subjects such as alternative power trains, fully automatic digital reception processes, energy efficiency, lightweight construction solutions with previously impossible loading capacities, accessories, customizing, car media and 3D printing. Detlef Braun adds, “More 26 SSGM October 2014

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than ever before, Automechanika in Frankfurt has shown itself to be a platform for the presentation of important, future-oriented technologies as the key to tomorrow’s developments throughout the entire automotive aftermarket.”

“As in the past, we are highly satisfied with the results of our presentation at Automechanika Frankfurt.

The reaction of visitors was very good and the decision makers of the sector

Photo Credit: Messe Frankfurt Exhibition GmbH/ Jens Liebchen

were in attendance over the last five days,” adds Dr. Uwe Hartmann, VP marketing automotive aftermarket, MANN+HUMMEL GmbH. The fair also presented the latest products and developments from the world market in the commercial-vehicle field. In this connection, Detlef Braun says, “sustainability and environmental compatibility also play an extremely

important role in the commercial-vehicle segment. For example, vans with previously unheard of loading capacities and weight-optimized electric refrigerated vehicles were to be seen here for the first time.” Visitors were delighted by the great potential of exhibitors in the commercial-vehicle sector, which was to be seen under the ‘Truck Competence’ label on over 1,000 exhibition stands, and by the associated special shows revolving around ‘Truck Competence’. About this, Alexandra Sommer, specialist aftermarket marketing, Knorr-Bremse Systeme für Nutzfahrzeuge GmbH adds, “Our concept for the fair was given a very warm reception and resulted in a significant increase in the number of visitors to our stand compared to the previous fair. Our simulator fits perfectly in the ‘Truck Competence’ segment at Automechanika Frankfurt.

We are already looking forward to the next edition of the fair in 2016.”

Particularly popular was the ‘Collision Damage Talk’, the best attended event in the Automechanika Academy programme with 600 participants. Key players from the insurance business, including HUK Coburg and the newly founded German Partner Workshop www.ssgm.com

14-10-14 9:17 AM

Association (Bundesverband der Partnerwerkstätten – BVdP) and Deutsche Automobil Treuhand GmbH (DAT) also made presentations. The event was sponsored by paint manufacturers who returned to Automechanika after an absence of 12 years. “We have regained our confidence in fairs as a marketing tool and meet the world in Frankfurt am Main”, says Cromax sales manager Frank Forst.

More than 50 alternative-drive-chain pioneers from 12 countries presented their mobility concepts in Hall 10.

Together with Prins Autogassystemen and Neste Oil, the German Liquid Gas Association (Deutscher Verband Flüssiggas e. V.) presented a bio version of LPG in a press conference on 16 September. Thus, ‘biopropane’ – LPG made of biomass feedstock – will be available from 2016 and help further reduce CO2 emissions.

Another magnet for visitors was the Galleria with a wide-ranging choice of basic and advanced training choices.

For example, over 650 trade visitors from 36 countries attended the practiceoriented workshops on collision-damage management. As a participant reported, “The workshops exceeded my expectations! Messe Frankfurt has created a platform that not only provides specific information on topical issues but also enables visitors interested in these subjects to familiarize themselves with practical aspects of new technologies in a very short time.”

Photo Credit: Messe Frankfurt Exhibition GmbH / Pietro Sutera

That social commitment can also be demonstrated at a trade fair was shown by an initiative of the ‘TEILEn e.V.’ (parts / share) association. Over 50 renowned companies from the independent spare-parts market have joined forces for a good cause and donated www.ssgm.com

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AutomechAnikA ||

Photo Credit: Messe Frankfurt Exhibition GmbH / Petra Welzel

Photo Credit: Messe Frankfurt Exhibition GmbH / Jochen Günther

Photo Credit: Messe Frankfurt Exhibition GmbH / Jochen Günther

University – chair of production engineering of E-Mobility Components.

On the Friday and Saturday of the fair, visitors from the workshop sector made good use of the ‘Automechanika Workshop Days’ programme, which included a variety of technological presentations, workshop exhibitions and competitions organized, inter alia, Photo Credit: Messe Frankfurt Exhibition GmbH / Petra Welzel by members of the Independent €250,000 to the Peter Maffay Stif- After Market Association (Verband tung, a charity for deprived children. Verein Freier Ersatzteilemarkt e.V. – The popular German rock musician VREI), e.g., Schaeffler, ZF and Valeo. accepted the donation personally at the Discussing the programme, VREI chairfair and proved to be another magnet man Thomas Fischer says, “Together for visitors from German workshops. with our members, we succeeded in “The primary goal of our presenta- arousing particular interest on the part of tion as a university was to inform the workshop visitors.” industry about our research projects.

“We have been very pleased with And we succeeded in this. Automechan- the large variety of international visitors. ika Frankfurt is the ideal platform for us The chance to meet both new and existin our capacity as the Chair for the ing customers personally during AutoProduction Engineering of E-Mobility mechanika Frankfurt is very important,” Components. For a relatively new sub- adds Liao Wang, Marketing Specialist ject such as e-mobility, RWTH Aachen Europe, Exide Technologies SAS. and its pioneering projects have a key The next Automechanika Frankfurt role to play,” says Ruben Förstmann, will be held from 13 to 17 September SSGM scientific employee, RWTH Aachen 2016.

October 2014 SSGM 27

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|| Shop profile

Master Mechanic High Park Service operation puts a premium on customer relationship building, being active in the community Tom Venetis, Editor

T

he traditional route of starting or taking over a service operation is as follows: a technician is working at a service operation and after some years sees an opportunity to start their own business; or the technician is approached by the current owner where they work and has been asked to take over the business as the owner has decided it is time to retire.

Over the last decade, a new breed of owner is starting to become more noticeable. This is an owner who often is not a technician or service writer. More often, this new owner is someone who has worked in another field entirely. They approach automotive service as a unique and challenging business opportunity, where they can bring fresh ideas and enthusiasm.

Josie Candito, co-owner of Master Mechanic High Park, does not come with a history of working in the automotive services; nor does she come from a family that has worked in the automotive trade. She instead worked for over a decade at the head office of Master Mechanic, a private corporation established in 1982 as a franchisor to the automotive aftermarket.

The company has 39 locations in Southern Ontario. She started off in the accounting department, but enjoyed being involved with new shop start-ups, and all aspects of franchisee customer service.

Working in the head office piqued her interest in operating her own service operation. When the location for this Master Mechanic became available some fifteen years ago, she decided to make the 28 SSGM October 2014

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move. “I really liked the location, community and its mix of people,” she says. “I wanted to have my own business and be an entrepreneur.”.

Master Mechanic High Park is located on the cusp of Toronto’s Roncesvalles and Dundas West communities. These communities are rapidly changing, from what was once light industrial to one with new families, condominiums and a growing local and international reputation for being the home of unique shops, cafes and restaurants. These communities are also home to many newly arrived Canadians who are attracted by the schools, family-oriented neighbour-

a strong supporter and fundraiser for programs supporting local animal rescues and shelters. She also sponsors popular sites as the High Park Zoo and worked with the Toronto StreetArt program to create a mural paying tribute to the zoo.

The shop recently held a well-attended safety and charity event to raise money for a centre supporting women and children living with domestic abuse and a local animal shelter. The event featured Toronto police officers helping to properly install children’s seats and local entertainers. The highlight of the event was musician/producer Daniel Lanois performing from a rooftop across the street. Josie’s technicians and head office personnel answered questions about vehicle repair and maintenance.

Josie also spends a lot of her personal

From top left: Rui Silvestre, Michael Tavares, Michael Tavares & Josie Candito and Sean Kalamaris

hoods and the services that help them navigate their way in their new home country.

Josie is strongly community oriented, being an active member in BIAs, community projects, schools, safety issues and

time promoting local activities and local events such as the Polish Festival, Roncy Rocks, The Junction Farmer’s Market and The Junction Musical Festival. She advocates for small businesses and is continued on page 30 www.ssgm.com

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|| Shop profile

ProMax Ceramic Plus Brake Pads are 2021 Compliant

ProMax Ceramic Brake Pads are 2021 Compliant

ProMax Semi-Metallic Brake Pads are 2025 Compliant

ProMax Drum Brake Shoes are 2025 Compliant

Precision Brand Precision Engineering Precision Performance

®

www.autopartsdepot.ca 30 SSGM October 2014

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currently working with MP Peggy Nash to introduce legislation to protect small businesses from online review websites.

Josie, along with her business partner, Mike Tavares, says that the key to success comes down to making the customer comfortable the minute they walk thru the door. Being that the automotive repair is a grudge purchase it is the service operation’s job to ease the customer through all aspects of the repair process.

Relieving customer anxiety and making them comfortable during this process is essential.

“What makes people loyal to their

picking up children and running errands, Josie’s team makes sure to work with people’s schedules. If someone needs the vehicle by a certain time, they make sure to have the car ready by then. She and her team even help customers budget and prioritize repairs and maintenance work.

“I get to know my clients, call all my customers back after each repair and the customer knows who has worked on their car,” Josie continues. “I listen and empathize with my customers, understanding their requests, schedules and expectations. Listening to your customer is vital. Did they just lose their job or experience a recent tragedy, or are they are just having a bad day? I want the customer to feel at ease from the first phone call to when they walk into the shop.

What I have learned is that you need to develop a personal connection with each customer and earn the customer’s respect through customer service, honest reporting and quality repairs. I want the customer to know Master Mechanic High Park Team: Stephen Vitor, David Moreira, Rui Silvestre, Josie we care about them Candito, Sean Kalamaris and Michael Tavares. and their car.” hairdresser, doctor or dentist? It’s the Josie and her team of three technicomfort, trust, reliability, and the personal cians, apprentice and a co-op student relationship they have developed with take regular training through programs them,” Josie continues. “However, there is such program as NAPA Excellence. She a tendency in our industry for customers works closely with local high schools to bounce around from repair facility to to recruit apprentices from the school repair facility. Why is this happening? We programs. She believes in providing up need to work towards giving customers to date equipment and tools so the techthis similar connection they have with nicians can do their jobs efficiently and other professionals they are loyal to.” turn around cars on a timely basis.

The service writer and technicians are She is part of the Master Mechanic encouraged to know customers by name, Advisory Council and organized a Masto take the time to listen and answer all ter Mechanic forum where franchisees questions about their vehicles. The tech- can discuss issues and exchange ideas nicians will often show the customer the about improving customer service. worn parts on the car before the work is “Our mechanics provide an essential preformed, and explain why they need to service, but are sometimes underapprebe replaced. If the customer is not there, ciated in our industry. May we all conthe technician will take photos and text tinue to strive to give the best customer or email the photos to the customer, and service we possibly can and transform keep them up-to-date on the status of the negative perceptions of our industry,” SSGM their vehicle. Knowing that the vehicle is Josie adds. important to many for getting to work, www.ssgm.com

14-10-14 9:19 AM

SSGM BAYWATCH New Products

Denso Ignition Coil A leader in direct ignition technology, Denso developed the auto industry’s first compact stick-type ignition coil. The spacesaving design, since adopted by many of the world’s leading automakers, requires no high-tension ignition cable, fitting neatly into the engine’s spark plug bore. Denso First Time Fit Direct Ignition Coils are built and tested to OE-standard offered to independent repair facilities by Denso.

Denso www.densoautoparts.com/direct-ignition-coils-cop

CRP Introduces Pentosin Synthetic Automatic Transmission Fluid CRP Automotive introduced Pentosin ATF 1 LV Fully Synthetic Automatic Transmission Fluid. It is recommended for MercedesBenz 236.10, 236.12, and 236.14 specifications. Pentosin ATF 1 LV is ideal for lifetime applications in automatic gearboxes.

It can also be used where a ‘low-viscosity’ ATF is required. The Pentosin ATF 1 LV formula is based on the highest available grade synthetic base oils and additive components, which allow it to meet the Mercedes specifications. It uses a high performance shear stable VI-Improver plus modern anti-wear chemistry and friction modifiers to guarantee a sound, stable friction performance in modern automatic transmissions equipped with an electronically controlled converter clutch. Pentosin ATF 1 LV is available in 1L and 5L sizes.

CRP Automotive www.pentosin.net

Snap-on Automotive Service Tray Portable, convenient and easy to maneuver, the new Snap-on SOSTPC Automotive Service Tray is designed to make life a lot easier for service technicians. Whether working under the car or under the hood, technicians can load the tray up with the tools needed for the job.

Keeping the necessary tools within reach eliminates wasted time digging through the toolbox.

Snap-on www.snapon.com/ toolstorage

www.ssgm.com

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Milwaukee Right Angle Impact Drivers Milwaukee Tool continues to expand its M18 LITHIUM-ION system with the introduction of the new M18 1/4” Hex Right Angle Impact Driver and 3/8” Right Angle Impact Wrench. Offering ultimate speed and control in hard to reach fastening applications, the new products feature a 43mm (1.7”) head profile to deliver access to areas where a pistol-grip impact cannot reach, and are the only tools in the category to offer multiple speed/torque modes through proprietary 2-Mode Drive Control.

Available models include a 3/8” Anvil with friction ring (2668) for fast, easy socket changes, as well as a 1/4” Hex Drive (2667) with 1” bit acceptance for tighter accessibility and a wider range of useable accessories.

Milwaukee Tool www.milwaukeetool.com

October 2014 SSGM 31

14-10-14 9:20 AM

|| Jim’s Rant

The electrics are real . . . get ready E

By Jim Anderton, Technical Editor

Electric cars and light trucks are not a fad . . . they’re coming to your neighbourhood and despite the lack of a conventional drive train, the rest of the vehicle is the same as the current fleet.

verybody’s talking about electric cars these days, but how many of us have actually driven one? Very few, which is the reason for an ongoing and misleading debate about the future of the technology. I recently had the opportunity to drive a BMW I3 for an extended test drive and the experience changed my perception of battery powered driving forever. Here’s the myth versus the reality: Electric cars are gutless Check the 0-60 mph times of today’s electric cars, like the Tesla, and they stack up well against all-out sports cars. In the real world, torque delivers acceleration, not horsepower, and electric motors deliver maximum torque at zero rpm. . . . that’s right, zero. This means that a relatively small motor launches an electric car strongly off the line, where it matters most. Except for the lack of engine noise, most drivers won’t notice a difference compared to gasoline powered cars.

Electric cars have inadequate range What’s adequate? The BMW I tested delivered 110 kilometres of range on a charge in real-world mixed city and highway driving. It’s a lot less than a gasoline model. On the other hand, nobody has a gas pump in their garage . . . the ability to simply plug-in the car when you get home means starting every day with a full charge. A long road trip is out of the question, but few of us drive anything like 110 kilometres every day . . . and now that charging plugs and sockets are standardized, the increasing number of public charging stations comes into play. Here in Toronto, charging stations are now available in many public parking garages and lots and the infrastructure is building every day. For those with serious range anxiety, models like the I3 offer a range extending small gasoline engine, but few users will need it. As the population increasingly moves to urban areas, the advantages of electric will increase.

Electric cars are unaffordable The Tesla is a premium car to be sure, but the BMW I3 is about the price of a loaded mid-size SUV and has plenty of the electronic gadgets most drivers want in modern cars. Now that Tesla’s Elon Musk has opened his patents to the automotive industry and announced his massive battery “gigafactory” in Nevada, the most expensive part of the new technology is about to get a lot cheaper. The battery in the I3 carries a factory warranty similar to that on modern gasoline engines . . . suggesting a potentially lucrative used vehicle market going forward.

There’s no doubt now, electric cars and light trucks are not a fad . . . they’re coming to your neighbourhood and despite the lack of a conventional drive train, the rest of the vehicle is the same as the current fleet, so service opportunities are there beyond the dealer network. It will take training for sure, but there are enough hybrids on the road now that the electric drive train shouldn’t stop independents from chasing the business.

After an hour of two, I had forgotten that the BMW I drove was electric . . . it’s technology that’s truly production ready. Are you?

What do you think?

Have your say and speak your mind! letterstotheeditor@ssgm.com 32 SSGM October 2014

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www.ssgm.com

14-10-14 9:23 AM

Mahle afterMarket ||

Mahle Charts Roadmap for the Aftermarket Mahle provides more detail on its major aftermarket strategy Andrew Brooks

M

ahle Service Solutions, a new ones will be fully rolled division of Mahle Afterout at AAPEX 2014 in Las market Inc., held a virtual media Vegas this November. The roundtable on September 10, at ArcticPRO air conditioning which senior executives of the service equipment range has company’s newly minted afterbeen redesigned from the market division laid out the ground up and will be feacompany’s plans. Taking part tured at AAPEX along with Terry Taylor Jim Markle Max Dull Ted Hughes were Mahle Service Solutions the FluidPRO series of fluid general manager Max Dull, head of is now known as Mahle Aftermarket, exchange machines and NitroPRO marketing Ted Hughes, head of sales Service Solutions. The name change nitrogen tire inflation equipment line.

Terry Taylor and Jim Markle, manager was anticipated in an announcement “Mahle styling has been applied to all of business development. The purpose last year but is now official. of the equipment, though the brand of the virtual media event was to lay out However, it’s about more than a name names stay the same,” Dull said. Tanthe company’s aftermarket plans follow- change, as Mahle Service Solutions talizingly, Dull also promised that the ing the acquisition of RTI Technologies general manager Max Dull explained. show would see the further announcelast year and to provide more detail on “We’re enhancing everything to do ment of a new TechPRO product line, new product launches and the com- with customer service,” Dull said, explain- but had to leave it at that for now. pany’s presence at this year’s AAPEX. ing that the term embraces best-in-class To reinforce its new identity, Mahle “It’s been an interesting 18 months,” quality, a continual drive to offer more Aftermarket, Service Solutions will have said Ted Hughes. “Before this year Mahle competitive pricing and of course service its own booth at AAPEX, across the was among the top 30 largest automotive to the customer. “We’re also increasing aisle from the main Mahle venue. Each suppliers, but after the acquisition of our sales footprint, and we’ve opened a booth will be 20 X 50 feet in area.

Behr was completed last year, we’re now new distribution centre in California to The aftermarket booth “could be closinto the top 20.” For 2014, anticipated serve the West Coast. Also, we’ve opened er to the tool and equipment area of revenue is over US$13 billion, 90 per a new DC in Mexico and we’re expand- the aftermarket [at AAPEX], but we cent of it from the OE side, Hughes said. ing in Canada – we’re putting more focus want to leverage the commonalities and Long branded as an engine parts into those markets. The OES business strengths between Mahle Aftermarket, company, Mahle in recent years decided has really started to grow, and there’s Service Solutions and the Mahle quality that diversification was imperative given also a good opportunity to grow in the manufacturing reputation,” Hughes said. the rapid changes underway in the auto- national service chain business.”

At AAPEX, Mahle Aftermarket, motive market. And because the revenue “We’re moving the vast majority of Service Solutions will host a special is so skewed to the OE side, a turn to our product that is being purchased by press event at 10 a.m. on Tuesday, Nov. the aftermarket opens huge new oppor- techs and end users through traditional 4 to present the new product releases. tunities for the organization. “The tool tool and equipment WDs and large The following day at 5 p.m. it will host and equipment industry has long been national parts groups such as NAPA, a launch party that will include a Techviewed as a target for Mahle to grow,” CarQuest etc.,” Taylor added. “At the PRO product demonstration.

Hughes said. same time, in smaller, more specif“This will be more than just a prodOne milestone in this evolution was ic markets we continue to maintain uct launch,” Hughes said. “There’s the the acquisition of RTI Technologies in relationships with the smaller specialty launch and the building of a new diviJanuary 2013. The acquisition created equipment suppliers that do more of sion, the huge new product announcethe Mahle RTI division. As Hughes put a full service setup for a new shop or ments and display at AAPEX – this it, “today, what was RTI Technologies existing shops. So we’re coming at this will be a game changer in the industry serves as the cornerstone of Mahle’s from both angles.”

– expansion into new markets, new disService Solutions division, solely creHughes noted the massive redesign tribution, our investment in sponsoring ated to serve the needs of technicians and reengineering program Mahle is training, the new name. It’s huge and it’s with tools and equipment.” But at the undertaking on its product lines. “Every really exciting. We have a great team of September 10 roundtable a further step machine we have is under redesign or people and there’s a lot more to come, a was announced; the “Mahle RTI” name has been redesigned,” he said. The lot more that you’ll see in Vegas.” SSGM is now history, and the organization redesigned products and forthcoming

www.ssgm.com

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|| LuK TechnicaL Service BuLLeTin / Tech Tip

Clutch Repairs Made Easy:

Lubrication

of Input Shaft C

lutch replacement is a job that normally takes a good bit of time and we want the job to go right the first time.

Whether it’s a 4-wheel drive Ford F450 or a Chevrolet Cobalt, we do not want to do the job twice.

The free and smooth movement of the clutch disc on the input shaft is a critical factor in the life of a clutch.

• If lubricant is not used, the movement of the disc will be hampered and the life of the clutch is reduced.

• If the incorrect lubricant is used, the lubricant can be slung off the input shaft during operation, contaminating the lining material of the disc and causing total clutch failure.

The correct procedure to properly lubricate the input shaft is easy and consistent for all clutch installations:

4. Using the old disc, slide the disc down the input shaft, all the way into the splines. (See Fig. 3) This will distribute the grease over the length of the splines. Throw the old disc out. (Using the old disc eliminates any possibility of contaminating the new disc lining material while lubricating the splines.)

Procedure: 1. Inspect the input shaft for wear or burrs. Any damage to the input shaft will not be resolved by lubrication. If damaged, the input shaft must be replaced.

5. With a clean shop rag wipe the input shaft, remove the lubricant that was just applied. The lubricant will not be completely removed: a thin film will remain. This is exactly what is required for the new installation. (See Fig. 1)

2. Clean the input shaft to remove old rust and contamination. (See Fig. 1)

Important: Should the small grease packet, included with the kit, get misplaced, a good quality, high temperature, wheel bearing grease is the recommended alternative lubricant.

Do Not use products like Brake Luberplate, White Lithium Grease, Anti-seize, or ANY type of spray lubricant.

3. Use the small pack of lubricant included in the clutch kit and apply this lubricant to the end of the input shaft of the transmission. (See Fig. 2)

Fig. 1

34 SSGM October 2014

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Fig. 2

Fig. 3

www.ssgm.com

14-10-14 9:24 AM

SSGM BAYWATCH New Products

Dual Clutch Transmission Fluid Red Line has released an all-new product, DCTF Dual Clutch Transmission Fluid (part #31004), for many of the latest 6-, 7- and 8-speed transmissions found in modern passenger cars.

DCTF is blended with ester base stocks for shear stability, extended drain intervals and more consistent viscosity in variable temperatures. Utilizing high quality ingredients helps to provide better thermal stability, oxidation resistance and improved wear protection.

Red Line www.RedLineOil.com

CRP ContiTech Replacement Belt CRP Automotive’s new belts, ContiTech SILENT GRIP and ContiTech TOUGH GRIP, were originally developed

by ContiTech to solve specific problems on major OE applications. The aftermarket replacement belts are made

by ContiTech to the same OE specifications and are now available from the CRP Automotive NAFTA distribution

Cardone SKUs Cardone announced the release of 24 A1 Cardone reman numbers and 25 Cardone Select new part numbers. These include brake calipers, ECMs and water pumps.

Cardone www.cardone.com

Fel-Pro Head Gasket For 6.0L Diesel Engines Fel-Pro Gaskets brand has introduced two Fel-Pro PermaTorque MLS multi-layer-steel head gaskets that address a common combustion sealing issue encountered in 6.0L diesel engines used in more than 700,000 trucks manufactured between 2003 and 2010. The patentpending PermaTorque MLS head gaskets (No. 26374PT – 18mm dowel applications; 26375PT – 20mm dowel applications) are now available through Fel-Pro distributors. The Fel-Pro PermaTorque MLS head gaskets feature several unique design enhancements that address combustion leakage and other issues encountered in these existing engines. The gaskets include a highly advanced new embossment design that creates increased spring force – and significantly more robust sealing contact – than conventional gasket designs under extreme loads.

Federal-Mogul www.federalmogul.com

Snap-on Remote Hose Clamp Pliers

system. To help minimize the belt drive noise from start/ stop systems, ContiTech SILENT GRIP belts feature an extra layer of rubber with a Teflon coating and textile fabric on the rib side of the belt. To offset the harsh environments created by today’s engines and withstand the demanding loads placed on drive belts by start/stop technology, ContiTech TOUGH GRIP belts feature an extra layer of cotton on top of the rubber on the rib side of the belt.

CRP Automotive www.contibelts.com

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Offering increased accessibility and comfort, along with infinite locking positions for a wide range of hose clamp sizes and styles, the Snap-on Remote Hose Clamp Pliers (SHCP2) make a great addition to any toolbox. Low constant operating force applied to the wide, comfortable ergonomic pistol grip results in reduced effort and less hand fatigue during operation. With its longer cable, the SHCP2 provides more accessibility. Since it is flexible over its entire length, the SHCP2 can reach in and around obstacles that “slide style” remote hose clamp pliers cannot.

Snap-on www.snapon.com/handtools October 2014 SSGM 35

14-10-14 9:20 AM

SSGM BAYWATCH New Products

PIAA LED Replacement Light Kits

PlastiKote Engine Enamel Paint

PIAA has introduced two new kits for mounting LP530 LED lights in 2014 and 2015 Toyota Tundra pickup trucks. These kits allow for the installation of PIAA‘s LP530 LED lights, and feature the Reflector Facing Technology (RFT) that PIAA pioneered. The LP530 lights come in either 20° driving pattern, or 70° SAE-compliant fog pattern. Each kit includes all the parts needed to install a pair of PIAA‘s LP530 LED driving lamps (kit is part number 5362) or LP530 LED SAE fog lamps (part number 5360). Each kit includes a pair of PIAA LP530 driving or fog lamps, two mounting brackets, wiring harness, and mounting hardware, along with simple installation instructions.

PIAA www.piaa.com/lp

Fully resistant to oil and gasoline, PlastiKote Engine Enamel will not weaken, crack, lift or peel. Durable and long lasting, repeated exposure to engine heat up to 500 degrees Fahrenheit will fuse PlastiKote Engine Enamel to the surface, increasing bonding strength.

PlastiKote Engine Enamel is available in 25 colors and offers strong protection from chemicals such as road salt and those from within the vehicle’s engine.

PlastiKote www.PlastiKote.com

Continental Expands TPMS Coverage Continental Commercial Vehicles & Aftermarket, one of the industry’s leading manufacturers of complete OE Tire Pressure Monitoring Systems (TPMS), OE-engineered TPMS replacement parts and the maker of the VDO REDI-Sensor Multi-Application TPMS Sensor, has just released a new variant for its innovative multi-application TPMS sensor program. The new 315 MHz sensor, Part # SE10003, adds greater coverage for Audi, Mercedes, Volkswagen, Volvo, GM truck (“PWM”), Subaru and other Asian models, totaling over 15 million additional vehicles in North America.

Continental Commercial Vehicles & Aftermarket www.redi-sensor.com

Lingenfelter Releases Programmable Clutch & Throttle Switch The Lingenfelter Performance Engineering CTAP-001 Clutch and Throttle Position Activation Switch is designed to tap into the sensor signal from a clutch pedal position (CPP) sensor, throttle position sensor (TPS), accelerator pedal position (APP) sensor or other similar automotive sensors and provide user adjustable switched outputs. The CTAP-001 Clutch and Throttle Position Activation Switch allows external devices looking for a +12 volt or ground activation signal - such as a nitrous controller, 2-step or other device - to be used on newer vehicles that are equipped with clutch pedal position (CPP) sensors or electronic throttle (ETC) without having to add additional micro-switches to the vehicle. Outputs include normally OFF ground activation, normally ON ground activation and normally OFF +12 volt DC activation. It is designed for use with many newer GM vehicles that no longer use a clutch position switch. An optional plug-and-play harness (part #L480370108) is available for use with the CTAP-001 Clutch and Throttle Position Activation Switch that makes the product even easier to install on the clutch pedal position sensor.

Lingenfelter www.lingenfelter.com

Corsa Expands BMW Exhaust Product Line Corsa Performance is expanding its exhaust product line for BMWs with a dual rear exit, cat-back system for the 2012-2014 BMW 335i F30. BMW owners can enhance their driving experience with a CORSA exhaust system, which is engineered to maximize engine performance with a straight-through design to reduce back pressure. The company’s patented Reflective Sound Cancellation (RSC) technology creates a unique acoustic combination of high-performance sound under acceleration and a drone-free experience during cruise. Corsa exhaust systems for the BMW 335i F30 are available in a Touring sound level, which enhances throttle sound while being quiet during idle and mellow under acceleration. Systems are available for both the rear wheel drive (part number #14937) and all-wheel drive (part number #14938) 2012-2014 BMW 335i F30 with either polished or black PVD coated stainless steel tips.

Corsa Performance www.corsaperformance.com 36 SSGM October 2014

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www.ssgm.com

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SSGM BAYWATCH New Products

Rotary Lift assistPRO Rotary Lift’s free assistPRO professional facility planning assistance service is being expanded to give customers additional options for creating custom shop layouts. The expansion comes as demand for the free service hits an all-time high, with more shops now utilizing assistPRO than ever before. Available to any Rotary Lift customer, assistPRO helps maximize shop efficiency and technician productivity by determining the optimal number, placement and arrangement of vehicle lifts for a new or remodeled facility. Rotary Lift’s in-house assistPRO team works with individual customers and architects to create custom facility layouts. After determining a facility’s intended use, the assistPRO team draws a floor layout with lifts placed for maximum productivity. Turning radii and traffic flow are matched to the types of vehicles serviced so technicians will be able to quickly pull into and out of the bays. Rotary Lift provides assistPRO layout drawings in CAD or PDF electronic formats or as color prints, based on customer preference.

Turnaround is fast (usually seven to 10 days), so users can get to work on their new spaces as soon as possible.

Rotary Lift www.rotarylift.com

J.D. Power continued from page 19 needs and planning for them, but also to direct the effective flow of traffic within the bays. “Top-quality service advisors not only make their clients feel at ease, but they are experts at using and scheduling resources, including labour to maximize a shop’s productivity.”

Thorne added another key area is the image the service facility projects both inside and out. Does it create an instant impression of professionalism of the organization and does it work to reinforce attention to detail and trust? “I’m sure most have been in the redesigned service departments of many OE’s. We have a considerable task ahead in matching aftermarket facilities to meet with today’s client expectations.

Those who do take their business to a whole new level will see a measurable return for it.”

A J.D. Power Automotive Analyst Note for August 2014, released at the same time as the full CCI study, makes this point succinctly and should be quoted in full so there can be www.ssgm.com

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PlastiKote Premium Fluorescent Aerosol Paints PlastiKote Premium Fluorescent aerosols are the ideal paints for any job that calls for intense and brilliant colors. These vibrant, long-lasting performance paints are the choice of any professional who wants “The Perfect Finish” to be highly visible.

Easy to use and quick to dry, PlastiKote Premium Fluorescent paints are available in five effervescent colors: Stop Light Red (FL-6), Go Green (FL-7), Pink (FL-8), Caution Orange (FL-9) and Yellow (FL-10). These durable aerosols are effective for use as safety markings and warning signs and can be sprayed on both interior and exterior surfaces as well as a wide range of materials.

PlastiKote www.PlastiKote.com

Cardone Expands Product Line Cardone Industries Inc. introduced several new products to its portfolio of automotive replacement parts. Hybrid Drive Batteries join its remanufactured electronics portfolio and feature exclusive quality processes that differentiate them from others. EGR Coolers and Glow Plug Controllers for Ford Power Stroke applications join the A1 CARDONE Fuel/Air and Electronics divisions. ABS Control Modules, while already an offered product in the Brakes division, are relaunched and revitalized, with a focus on aggressive expansion and product design improvements.

Cardone Industries Inc. www.cardone.com

no mistake about how important the service writer and their ‘soft skills’ are to service operations: Ensuring customers are well-informed of the work that took place by delivering clear explanations on pickup can increase the likelihood of return for paid service work in the future, as 90 per cent of customers who provide a rating of 10 say they “definitely will” return vs. only 67 per cent of those who provide a rating of 8 or 9.

Advisors with effective communication skills are able to reduce the number of service skeptics by the time the customer drives out of the service facility. Customers who rate the thoroughness of the explanation from their advisor 10 trust the necessity of suggested service work 43 per cent of the time, on average, vs. only 16 per cent of the time among those who provide a rating of 8 or lower.

The stronger the trust in the work, the stronger the rapport with the advisor and ultimately the increased likelihood of additional service work being scheduled.

SSGM October 2014 SSGM 37

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SSGM Service Station and Garage Management

.com

Automotive Internet Directory

Visit these companies directly at their web addresses or check out the growing list of Hot Links at www.ssgm.com.

To find out how your organization can be included in this directory and on the web, contact marc@ssgm.com.

AUTOMOTIVE ELECTRONICS

AUTOMOTIVE RECYCLERS

Allan’s Automotive Electronics Ltd.

Carcone’s Auto Recycling and Wheel Refinishing www.carcone.com With over 32 years of experience Carcone’s Auto Recycling & Wheel Refinishing is your one stop for quality recycled products and wheel refinishing needs. Call today at 1-800-263-2022 or visit us on line at www.carcone.com

www.allansautomotive.com Phone: 780-469-8060 Your Automotive Test Equipment Repair Specialist Tool Sales and Service.

We provide service and warranty for most makes of automotive test equipment.

AUTOMOTIVE PARTS & ACCESSORIES Aisin World Corp. of America, Inc. (AWA), a leading Tier One automotive components supplier and one of the world’s largest manufacturers of aftermarket parts. AISIN’s original equipment technology and know-how is used to ensure product quality and reliability.

To learn more about our products, request a catalogue today. www.aisinaftermarket.com Goodyear Engineered Products www.goodyearep.com/aftermarket Research and testing. Just two of the reasons Goodyear automotive replacement products deliver the ultimate in performance and value.

NGK Spark Plugs Canada Limited www.ngksparkplugs.ca The World Leader in Spark Plugs, Oxygen Sensors and Ignition Wire Sets.

Used by 87% of the World’s OE Manufacturers S.B International Inc. www.sbintl.com “We keep engines humming”

Advertiser Akebono BMW Group Canada Canada Post Corporation Cardone Chevron Canada Identifix Liqui Moly USA Mercedes-Benz Mitchell 1 Promax Auto Parts Depot Ltd UCI FRAM-Group UCI FRAM-Group (Prestone) VL Communications Wagonmaster BG Products WIX Filtration Corporation LLC WORLDPAC 38 SSGM October 2014

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Standard Auto Wreckers View Our Online Inventory @ www. standardautowreckers.com or call 416-286-8686.

Experienced Shipping Department to Ensure Parts Arrive Safely.

BUSINESS MANAGEMENT SERVICES

on your FIRST ORDER at canadapost.ca/ snapadmail Vehicle Integrity Manager www.vehicleim.com/ More than just a replacement for your inspection sheet.

Electronic Inspections are just the beginning!

HAND CLEANERS GOJO Industries, Inc. www.automotive.gojo.com GOJO is a leading manufacturer of skin care products and services for many marketing including automotive and manufacturing. GOJO continues to pursue a commitment of creating well-being through hand hygiene and healthy skin.

The Automotive Aftermarket E-Learning Centre Ltd www.aaec.ca AAEC - BEST - Business Evaluation Support & Training - Instructing and Coaching with the Proven Business Management Tools that drives a shop’s Bottom Line, Team Culture and Marketplace Credibility.

AIR LIQUIDE CANADA INC. www.airliquide.ca Your one-stop shop for all your industrial gases and welding supplies.

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WAREHOUSE DISTRIBUTORS & BUYING GROUPS

ADVERTISERS’ INDEX Page # 23 39 40 11 21 9 19 7 24 30 13 5 29 17 15 2

Website www akebonobrakes com www bmw4ir ca www canadapost ca/snapadmail www cardone com www Havoline com www ssgm identifix com www liqui-moly us www mbwholesale com www mitchell1 com www autopartsdepot ca www Fram com www Fram com www vlcom com www bgfor me/moregdi www wixfilters com www worldpac ca/ready6

TOOLS & EQUIPMENT

Auto Test Tools.ca

Your one stop for specialized diagnostic tools and accessories.

Contact; www.auto-know.com, ronbrown@on. aibn.com, 1-800-665-8773

Bestbuy Distributors Limited www.bestbuydistributors.ca Independent buying group and warehouse distributor that allocates its profits to member shareholders and provides unbeatable value for independent jobbers.

The E.R.I. Group www.theerigroup.com Canada’s Premier Machine Shop Buying Group

Check us out on Facebook and Twitter

www.ssgm.com

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MAKING THE RIGHT CHOICES REQUIRES THE RIGHT INFORMATION. FIND THE RIGHT INFORMATION ON BMW4IR.CA. Introducing bmw4ir.ca – BMW Group Canada’s portal for independent repair facilities performing quality repairs on BMWs and MINIs. Service your customer’s vehicle with confidence by having all the information you need – right at your fingertips, 24 hours a day, 7 days a week.

By signing up for bmw4ir.ca today, you will immediately benefit from: • • • • •

Exclusive special offers/promotions.

Quick access to valuable and detailed parts information.

Access to catalogues to help increase your sales.

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Informative videos to help you increase workshop productivity.

Visit bmw4ir.ca today to setup your account, and register to enter the Star Approved Tires Promotion for your chance to win a BMW M Watch.

To learn more, contact your BMW or MINI Retailer.

BMW GROUP ©2014 BMW Canada Inc. “BMW”, the BMW logo, BMW model designations and all other BMW related marks, images and symbols are the exclusive property and/or trademarks of BMW AG, used under licence.

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