Service Station & Garage Management May 2010

Service Station & Garage Management .COM

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MAY 2010

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WESTERN CANADA (800) 644-9129 EASTERN CANADA (800) 463-8749 USA (800) 888-9982 ext.5470

May 2010

Vol. 40 No. 4

what’s inside

EDITOR Tom Venetis (416) 510-6790 tom@ssgm.com TECHNICAL EDITOR Jim Anderton jim@ssgm.com 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 Ron Taylor PRODUCTION MANAGER Steve Hofmann (416) 510-6757

See Page 12

PRINT PRODUCTION MANAGER Phyllis Wright

See Page 18

VICE PRESIDENT CANADIAN PUBLISHING Alex Papanou

Cover Story: The Future Is Hybrid

PRESIDENT BUSINESS INFORMATION GROUP Bruce Creighton

‘Drive-by-wire,’ advanced electronics make hybrids a challenge for technicians. . . . . . . . 10 AWARD-WINNING MAGAZINE

Catalytic Converters Nothing last forever, even catalytic converters. How to spot and test for trouble . . . . . . . . 16

CAT Jim Anderton eases a Civic’s steering complaints with ride control upgrades. . . . . . . . . . . 18

TACT Team Management Murray Voth asks who is actually in charge of the service shop and when to let go. . . . . . 26

Departments Editorial. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 News. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Jim’s Rant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 CARS Tech Tip. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 Garage of the Year Nomination Form . . . . . . . . . . 34 Baywatch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Internet Directory. . . . . . . . . . . . . . . . . . . . . . . . . . 37 Advertiser Index. . . . . . . . . . . . . . . . . . . . . . . . . . . 37

We acknowledge the financial support of the Government of Canada, through the Canada Magazine Fund, toward our editorial costs.

We acknowledge the financial support of the Government of Canada through the Publications Assistance Program towards our mailing costs.

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|| TOM’S EDITORIAL

There is no greater solution than knowing the customer O

By Tom Venetis, Editor

It involves fundamentally reorienting how the business looks at its customers and how to approach them; and making decisions on who the business wants as a customer.

6 SSGM May 2010

n a recent trip to Vancouver, I took some time to visit Ronald Tremblay and his son, owners and operators of the independent service shop The Garage, to talk about the state of the independent service industry and why many continue to struggle. During our conversation, Tremblay made the point that many shop owners and managers who take training are too often looking for a ‘magic bullet,’ a single all-purpose solution that will fix the problems of the shop, from financial difficulties to staff issues that the owners and managers are struggling to understand and bring under control. These owners and managers show up often having taken several other training and management courses already, and finding each time the problems remain or have gotten worse.

The problem, I remarked, is similar to a popular television program where troubled restaurants or cafés are given an expensive makeover, from the décor to the menu. The premise of the show is the makeover will suddenly transform a fading or failing business into a successful one in only a few days. The sad reality is many of those remade restaurants and cafés fail.

The problem which the show sidesteps, and which Tremblay agreed was too often the case even amongst many independents, is the businesses featured have much deeper and more profound structural problems. A new décor or menu will only delay the inevitable as the owners never address the real problems. Certainly management issues are one cause of business problems; another is lack of control over costs or proper inventory control, for example. The biggest problem — regardless of whether the business is an independent service shop or a restaurant — is not truly knowing one’s customer; more critically, which are the revenue generators and how to effectively reach them.

Tremblay mentioned one shop in central Canada which found a way of discovering and reaching those revenue generating customers. What this shop did was to go through its customer database and then contact select local customers to invite them for an inspection of their vehicles and for the vehicle owners to get to know the shop’s technicians and service writers. Only a handful took up the offer. This might seem a failure after sending out a hundred or more invitations; but what has to be remembered is each vehicle owner who came spent over a thousand dollars with the shop on maintenance and repair work. The shop did the same thing again, bringing in another handful of car owners that soon gave the business over a thousand dollars in work.

Over time, the shop built a customer base which brought in consistent maintenance and repair work. The result was an increase in revenues and profit.

All this came about because of a concerted effort by the owner and staff to reach out to customers and to begin cultivating those that bring in regular work and revenue. This involves more than simply management training (which is important in itself and needs to be done by many more independents on a regular basis). It involves fundamentally reorienting how the business looks at its customers and how to approach them; and making decisions on who the business wants as a customer.

Not every customer is someone you will want and it is often better to let them go than to spend time, effort and money trying to keep them as they are more expensive and trouble than the little revenue generated. It involves database analysis, customer profiling and more customer and community outreach that promotes better understanding of the importance of vehicle maintenance and of the shop’s services. It takes time — but it is an investment just as important as keeping the bays clean, regular technician and business management training along with a fresh cup of coffee and a friendly hello to the person who walks in the front door looking the staff to help them. www.ssgm.com

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|| News Briefs WORLDPAC offers training, engine and fuel systems products

WORLDPAC announced the availability to Canadian independents of its WORLDPAC Training Institute (WTI) Business Development programs. The programs are made to provide training in the management of the repair shop business. Topics of training include helping shops increase productivity and profits, as well as managing the difficult areas of business, including employee and financial management, marketing and service advisor training. WTI also offers an advanced level technical training program. To learn more about the programs owners and managers are encouraged to visit www. worldpac.com/wti.

Also announced by WORLDPAC is the availability of a comprehensive engine and fuel system program, including over 34,000 combined part numbers cataloged under 700 different product classes. The complete WORLDPAC inventory includes over 100,000 replacement parts for all import and domestic applications sourced from original equipment manufacturers. More information is available at www.worldpac.ca.

Toyota Canada Announces Voluntary Recall Campaign

Toyota Canada announced a voluntary recall campaign affecting approximately 270,000 first and second generation 2WD Toyota Sienna vehicles where the frequent use of road salts may result in excessive corrosion of the spare tire carrier assembly.

With continued and prolonged exposure, there is the potential for the carrier cable to fail and the spare tire could become separated from the vehicle causing a crash or become a hazard for following vehicles. Toyota Canada is asking owners of affected vehicles to bring their vehicles to their local dealership for an inspection in order to assess the condition of the spare tire carrier assembly and the potential for separation. All-wheel drive vehicles are not impacted by this voluntary recall campaign as they are equipped with run-flat tires in place of a spare.

8 SSGM May 2010

All affected owners will be formally notified by first-class mail, beginning in May 2010 concerning this campaign.

Once the remedy has been developed, customers will be re-notified and advised of the remedy availability. The 2011 Sienna is not affected by this safety recall, and no other Lexus or Toyota vehicles are involved.

For more information about this recall, please visit www.toyota.ca or contact our Customer Interaction Centre at 1-888-TOYOTA-8.

Valvoline Canada Adds Two New Employees To Canadian Team

Dave Croteau has joined Valvoline as Canadian sales manager for Valvoline’s Car Brite division.

Dave will be developing, managing and growing the Car Brite Business through the network of Canadian Car Brite Distributors. Car Brite markets through its distributors a wide range of professional automotive reconditioning and detailing products to auto dealerships, auto auctions, body shops, car washes, detail shops and marinas across Canada.

Dave brings many years of experience from being an owner/operator of a Jobber store as well as holding sales and management positions within various manufacturing companies and at a sales agency.

Also joining Valvoline is Caroline Cudini as Inside Sales Representative (ISR), Caroline will be responsible for sales of Valvoline products to Valvoline customers, customer prospecting and sales force support in Ontario and Western Canada.

Caroline comes with extensive experience in customer service in the building products industry and inside sales in the chemical industry, as well as office and business management with a construction company.

Jim Ryan Newly Appointed NAPA Sales Director for Delphi Aftermarket

Delphi announced that Jim Ryan has been appointed its NAPA sales director in North America.

Ryan’s focus will be on managing

The 20th annual Lordco Parts Trade Show, put on by Vancouver-based Lordco Parts Ltd., was held on April 12th and April 13th at the Pacific Coliseum in Vancouver. Last year’s show had over 18,000 attendees. This year’s show was also well attended, with buyers and technicians being shown the newest aftermarket products and service programs.

the NAPA account and accelerating growth in the marketplace. Specifically, he will be responsible for leading all Delphi day-to-day sales activities with NAPA, including sales pull through in the field and new product placement.

Ryan will report directly to Malcolm Sissmore and work out of the Delphi World Headquarters building in Troy, Mich.

Prenco Announces Launch of New Web Site, New Head Office Location

Prenco Progress and Engineering Corp. announced the launch of its new Web site.

Accessible at www.prencocorp.com, the site sports a new look and design, as well as new sections and a soon–tocome on-line catalogue and download area.

Prenco has also consolidated its head office and manufacturing at its Pickering, Ont., location at 1135 Squires Beach Road.

With resources under one roof, the company has improved customer service. Product development and manufacturing turnaround has benefited substantially from the new material testing facilities and implementation of lean manufacturing techniques.

Prenco is one of Canada’s largest www.ssgm.com

News Briefs || manufacturers of ignition leads and related components, and along with brake, engine, and electrical parts, is an international supplier to OEMs, national accounts and aftermarket groups.

2010 Walker Emissions Control Catalogue Features Hundreds Of New Parts

The 2010 Walker Emissions Control Catalogue, featuring more than 500 new parts for late-model domestic and foreign-nameplate applications, is now available from Tenneco Inc. Among the new parts highlighted in the 2010 Walker catalogue are more than 50 additional direct-fit Walker Ultra OBD II catalytic converters, dozens of CalCat converters for the California market, 21 manifold converters, 46 additional Quiet-Flow SS stainless steel mufflers and nearly 80 new pipe SKUs. Tenneco’s Walker emissions control team continues to expand late-model

www.ssgm.com

coverage through quarterly product line updates to help ensure that repair providers and other customers have access to the products they need for today’s vehicle population. New parts not featured in the print catalogue can be found through the brand’s online catalogue at www.walkerexhaust.com.

“We continue to invest in expanded coverage across the emissions control category to help our customers access the first and best replacement components for late-model applications,” said T.J. Fontana, emissions control marketing manager, North American aftermarket, Tenneco. “Our dramatically expanded product line, as seen both in the new print catalogue and our up-to-date online catalogue, represents a true one-stop resource for virtually any distributor or repair provider.”

For more information and to receive the 2010 Walker Emissions Control Catalogue, please contact your Walker emissions control supplier or call (734) 384-7833. The latest Walker coverage

is available via Tenneco’s convenient electronic catalogue at www.walkerexhaust.com.

I-CAR Announces Agreement With AIA of Canada

I-CAR, the Inter-Industry Conference on Auto Collision Repair and the Automotive Industries Association (AIA) of Canada, announced they have reached a final licensing agreement by which AIA will assume operations of I-CAR training in Canada.

The agreement marks the final step in a process that began one-and-a-half years ago following the not-for-profit training organization’s decision to license its course content to a Canadian entity. Similar agreements currently exist with Australia and New Zealand.

“We are excited about this relationship with AIA Canada, and what it means for the Canadian auto collision repair inter-industry,” said John Edelen, I-CAR president and CEO. “The News continues on page 30

May 2010 SSGM 9

|| Hybrid Repairs

Your Future will be

Hybrid To succeed with hybrid maintenance the key will be ongoing training and a fearless approach to the challenges

By Nestor Gula

T

he chances are very good that in the near future a customer will drive to your shop with a hybrid car and will ask, “Can you fix it?”

On the surface, hybrid cars look like any other car on the road. We know that there are batteries and an electric motor somewhere beneath the sheet metal; but is that the only difference?

10 SSGM May 2010

Craig van Batenburg insists, “The hybrid cars are the biggest single change to the automotive industry in the last 100 years.” van Batenburg is the founder and owner of Automotive Career Development Center (www. auto-careers.org) in Worcester, MA. He has been training technicians to test, service and repair hybrid cars since

2000. He adds, “The most significant thing about hybrid cars is they are ushering in the electric car.”

“Hybrid cars have transformed nearly every component of the vehicle,” he said. “The gas engine shuts off when it comes to a stop sign. This drastically changes the way we test and repair cars.

The transmissions now have electronic motors inside. They are running at higher voltage. The brakes might look the same, but the processing on the brakes is now done by computer. Electric power steering is on virtually every hybrid car out there. And it is becoming common on regular cars as well. If you look at suspension, the settings for the toe are different than on regular cars because of rolling resistance. The cooling system has changed as well. If you look at the electric transmission – it has its own radiator to cool it.”

What technological features are most prominent in the hybrid cars is something called mechatronics.

This word was originally coined to “describe a mechanical part that needs a sophisticated electrical control to work,” according to van Batenburg.

Sometimes known as drive-by-wire — similar to modern aircraft where it is commonly called fly-by-wire — there is no physical linkage between the driver and the motor, steering, brakes or transmission. All controls actuate electronic signals which then in turn control the necessary item. www.ssgm.com

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|| Hybrid Repairs As to servicing hybrids, van Batenburg said, “If the shop owner or technician is not comfortable with electronics then the new hybrid cars are going to bring on more misery. However, if a shop owner or a technician considers himself very competent in electronics and basic electrical then they are going to love working on hybrids.”

He sees that hybrid cars, and electrical cars will be a large part of the North American market in the future and, “you will have to learn how to work on basic electronics or be relegated to less and less work. Those who love technology and are working to advance their training have found electronic work challenging and they love the stuff and work with it. ” The bane of most electrical work is intermittent problems. “We have a definition of intermittent right on a form that the customer has to sign – if you cannot tell me the work that I have to do, that it happens each and every time, then you have to leave the car for a minimum of one week and give me permission to drive the car as if it was my own,” said van Batenburg. “Once we figure out what’s wrong, we work in not one hour increments but 500 dollar increments before we proceed.”

He said he has encountered some issues in various cars but “not any more or any less intermittent problems than in regular cars.” He added the problems usually are the result of where and how the cars are driven. “Anywhere around the Great Lakes where there is corrosion and road salt – that’s what causes the intermittent problems,” he said.

“The environment makes a larger problem – problems are a lot less in dryer climates no corrosive elements on the roads like road salt.”

Common problems when servicing a hybrid vehicle is having the gasoline engine sitting idle for periods of time.

The hybrid’s computer will want to shut the engine off to save on fuel.

Manufacturers have a work around that one has to be familiar with to keep the engine idling according to van Batenburg.

Technician Randy Salamon at Bram City Auto in Brampton, Ontario said, “The largest challenge in repair12 SSGM May 2010

ing any hybrid in Canada, whether it be a Toyota Prius, Honda Accord or a Ford Explorer is obtaining the proper repair information, whether it be a code explanation or a wiring diagrams, so the complaint can be quickly diagnosed, and repaired properly, in a timely manner.”

Along with this he said, “Another major issue is in obtaining the factory scan tools to begin servicing. Aftermarket scan tool manufactures have also been blocked in the past from this information, so the available info on the tool is limited. Only until recently have the vehicle manufactures started to “open up” and are making this must needed information available for all.”

“If the shop owner or technician is not comfortable with electronics then the new hybrid cars are going to bring on more misery.”

Craig van Batenburg

Training and keeping up with technical developments is crucial said Salamon. “It is advancing so fast. Current hybrids are just the tip of what is to follow. As more models/manufactures are being introduced, I foresee major improvements in all areas. These are amazing machines: Multiple computers multiplexing in real time, this is not new; but now we have aircraft quality relays controlling voltages high enough to kill you in a blink, all working together in sync.”

He added servicing hybrids could cause many embarrassing and potentially fatal incidents for the technician who has no experience. “Nothing is worse than having a hybrid owner come into your shop for a simple service and not having the knowledge to even start the vehicle, or having that vehicle engine start while it is on a hoist with the oil draining; or even worse, having your hand crushed doing a simple brake service on a Ford Escape,” said Salamon. “So yes, some

simple basic training on how each model operates is a definite necessity.

It’s a concern about the high voltage that you are working with. A person can lift the vehicle incorrectly and cut a line. You have to be careful.”

At Status Auto and Tire in Toronto’s east end, Bob Stathis, said he has worked on several batteries for hybrid cars.

“I’ve been testing the individual cells, and trying to resurrect them from the dead,” he said. “If you are smart enough and qualified enough you can actually get inside these batteries and find individual faults and replace these as opposed to exchanging the whole battery pack.”

Stathis said a general consumer worry about the longevity and reliability of the battery packs is overstated.

“The cost of replacing a battery is a fear that most of the customers of the hybrid cars have. This is not actually the case. Each battery pack from the manufacturer must have an eight-year warranty,” he explained. “We do not have a lot of these vehicles on the road today but equally we do not have an epidemic problem of battery failures.”

He pointed out that hybrid cars have been around for about ten years and there are no reports of battery failures. “The aftermarket industry would pounce on this if there was a problem,” he stated. “There is a huge market in batteries and these guys, Interstate, ACDelco and the others would act.”

He also emphasised a technician must be well trained and briefed on all manner of hybrid cars.

“The technology that Honda uses in its hybrids is not the same that is found in the Toyota hybrid cars,” Stathis explained. “Honda has less electronics and simpler technology as compared to the Toyotas.”

This sentiment is echoed by ­Salamon. “There are major differences in how each manufacturer converts that generated energy into stored energy, than back too usable energy to power the electric motors and accessories,” he said. “One could write a novel on how each operates. There is a mountain of information on the Internet these days.”

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|| CATALYTIC

Nothing lasts forever Sometimes catalytic converters fail. There are steps that can spot one before it finally dies.

By Tom Venetis, Editor

C

atalytic converters almost never fail. In a well-maintained vehicle, the catalytic converter should last the lifetime of the vehicle.

When it does fail, it is often the result of something else going wrong in the emissions system or a problem with the vehicle engine that finally killsoff the catalytic converter. Correctly diagnosing a failed or failing catalytic converter is a key step in eventually tracking down what may have killed it. It’s no use simply replacing the converter if what is causing its demise is left unrepaired.

Starting with the basics

What will tip-off a technician that there may exist a problem in a catalytic converter is when the customer comes into the shop with a ‘Check Engine’ light on or having failed a mandated emissions test. In a ‘Check Engine’ situation, a quick use of a scan tool may likely produce a P0420 code which will signal to the technician there is a possible catalytic converter problem. Still, a P0420 code is generic fault code. It simply says that there is some sort of emissions issue taking place and it is triggered when the ODB II system compares the switching between the upstream and downstream oxygen sensors when the exhaust gases produced from the engine travel across the sensors; the upstream sensor taking note of the exhaust gases as they leave the engine and the downstream sensor, the one behind the catalytic converter, as the gases leave the converter. In a working catalytic converter what a technician will see is that the upstream sensor will show a lot of switching activity as the engine’s onboard computer system adjusts the fuel mixture from rich to lean.

“When the catalytic converter is working properly, the rear oxygen sensor will be working somewhere above 14 SSGM May 2010

450 and 500 mV, and pretty much stays steady,” says Russell Rockstad, certified smog instructor with Universal Technical Institute (UTI) in Rancho Cucamonga, Calif. “This is when the catalytic converter is working correctly and it is being fed the right air-to-fuel mixture. What tells the (onboard) computer that (the catalytic converter) has failed a ‘self-test’ is when that rear oxygen sensor starts going up and down within about 75 per cent of the front oxygen sensor. If the back oxygen sensor begins to resemble the front oxygen sensor then it means the catalytic converter has failed and the computer uses this as an indicator that the catalytic converter is no longer working to reduce emissions and it will produce a catalytic converter inefficiency code.”

In vehicles that are 1996 and newer, the ‘Check Engine’ light will signal that a problem has occurred. In older vehicles, a failed emissions test will alert the technician that there is problem, adds Rockstad.

Using a checklist to eliminate other problems

Joseph Bacarella, manager of technical

assistance with Walker Exhaust Systems, a division of Tenneco Inc., and an ASE certified Master Technician with L1 certification for advanced engine performance, points out that even if a failed emissions test or trouble code indicates a problem, before assuming the catalytic converter has failed the technician needs to run through a set of preliminary tests before attention can be given to the converter.

The reason is simple: Most catalytic converters fail, or are unable to work efficiently, due to a problem occurring somewhere else in the emissions system and engine. These issues need to be eliminated as possible causes of catalytic converter efficiency first. It is not useful to replace an expensive catalytic converter only to have it damaged by an unresolved problem elsewhere in the vehicle.

The first step is to check the vehicle’s service history, looking to see if the catalytic converter has been replaced before, if the engine has been performing properly or if it has been experiencing misfires. The next is to correct any other engine trouble codes that appear and to check and correct any exhaust www.ssgm.com

|| CATALYTIC system leaks, and then to check the converter temperature to make sure it has ‘lit off ’ correctly. This can be done using an infrared thermometer. Technicians should also check the backpressure and examine the oxygen sensors to make sure they are not damaged, followed by the cooling system and fuel system for any internal leaks or pressure problems. Finally, it is recommended that cylinder balance and volumetric efficiency be looked at and occasionally a PCM re-flash might correct the emissions problem.

Testing the catalytic converter

Once that is done and all other issues have been taken care of, there are

several tests that can be performed to directly examine the catalytic converter.

UTI’s Rockstad says the most popular test is a carbon dioxide cranking test which measures the performance of the catalytic converter. The test involves running the vehicle at 2,500 rpm for three minutes to ensure the catalytic converter is warmed-up and then to disable the ignition system while preventing the catalytic converter from cooling down. At this point, the engine is cranked for 10 seconds and using a five-gas analyzer check to see if the CO2 levels go above 12.5 per cent. If it is less or the hydrocarbon levels exceed 500 parts per million then the catalytic converter is weak.

Rockstad says to test for a damaged catalytic converter technicians perform an intake vacuum or exhaust backpressure test.

“You should bring the engine up again to 2,500 rpm and using a vacuum gauge the pressure should remain anywhere between 18-22 inches,” he says.

“If it drops, there is an obstruction.”

Rockstad also recommends a more intrusive test using a gas reading and a five-gas analyzer. The technician drills a hole in the exhaust just before the catalytic converter to get a baseline reading. “Then we measure our gas readings after the converter and what we are looking for is a 35 per cent reduction in HC emissions.”

Walker’s Bacarella says many ODBII systems have moved to a more advanced converter test, Oxygen Storage Capacity. One of the reason for the switch is the move by car makers from oxygen sensors to AFR sensors for fuel control.

“Once the engine is warmed up and after the vehicle has gone through a specific drive cycle – which varies by manufacturer,” Bacarella says. “With the vehicle idling and after the computer knows the converter is ‘lit-off,’ it will switch the fuel system open loop and produce a rich condition. This will empty the converter of any stored oxygen. The onboard computer will then ask for a lean condition and measure the oxygen storage capacity of the converter in seconds.”

What a technician is looking for is for how long the rear oxygen sensor takes to register the lean condition. It may take anywhere between two seconds to as long as 20 seconds.

“Normally, the cut-off point is two seconds, so if you have two seconds of oxygen storage capacity it typically means the catalytic converter has enough capacity to do its job properly, Once you know the converter is capable of doing what it is designed to do, you can move to other engine systems to determine the cause of an emissions SSGM efficiency issue.”

REFERENCE LIST

Universal Technical Institute www.uti.edu Walker Exhaust Systems www.walkerexhaust.com 16 SSGM May 2010

www.ssgm.com

Š 2009, Ashland Canada Corp. *Source: Thomas Penway Research Poll of ASE Mechanics in the United States

www.v a lv o li n e . c o m

Only one person works on his car.

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AUTOMOTIVE Technician

Double Wish-List Like a three legged barstool, double wishbone suspensions need support in three places: upper and lower balljoints, plus tie rod ends for secure steering response

By Jim Anderton, Technical Editor

C

ustomer complaints about front end noise and wandering steering are nothing new to most general service shops; but in modern front wheel drive vehicles diagnosis includes hubs, upper strut mounts, half shafts and of course, ball joints and tie rod ends. While MacPherson strut technology is widespread in unibody vehicles, models with sporting pretensions like Acura (as well as early Civics) use the race-proven double wishbone design. While this isn’t

news to domestic body-on-frame large car and light truck techs, there is a difference: unlike pickups or fleet vehicles, the suspension on unibody double wishbone suspensions is relatively fragile, mainly to reduce weight, sprung and unsprung. Put simply, pot holes, curbs and Canadian winters play havoc with these front ends. SSGM serviced a typical Honda double wishbone front end to eliminate the classic noise and wandering steering complaints.

Nothing holding the grease in here. We installed Moog replacement parts because ball joints are safety-critical and the cost over white box stuff is Right away, this cracked lower balljoint boot tells us that we are into serious minimal given the labour involved in the total frontend job. The Moog parts can also be tied to in-store wear and tear here. Get the “pickle fork” ready. merchandising and customer education training at the service writer’s desk. The idea is to promote an OEM-or-better perception in the owner’s mind.

18 SSGM May 2010

See CAT, page 20 www.ssgm.com

CAT, from page 18

Lowers are a light press fit and are retained with circlips.

Remember that circlips have a correct orientation, with the “sharp” edge facing the stud. If you can’t get the clip on easily, check that the joint is fully bottomed in the control arm.

If it’s really bad, this will happen. The customer complained of a “clunk” going over bumps. Imagine if this happened at highway speeds.

With the lower balljoint broken, don’t forget to carefully inspect the CV boots, since the joints will be “stretched.”

This one is holed.

The half shaft retaining nut can rust badly enough to resist a 1/2-inch drive impact gun. Heat works but remember the sealed bearing cartridge in the hub.

Honda thoughtfully provides “ears” on the lower control arm for a puller; but you can also use some Pitman arm pullers if you need to save the joint.

Sign up now at www.winwithmobil1.ca for your chance to win!

World’s Leading Synthetic Motor Oil Brand Up top, the joint’s boot looked good, but it was loose enough to rattle when separated.

20 SSGM May 2010

See CAT, page 22 www.ssgm.com

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CAT, from page 20

This design saves space by letting the strut act on the lower control arm with a yoke that reaches around the half shaft. The cross bolt and nut are replacement items.

Upper balljoints are integral with the control arms, which require removal of the strut assembly so …

We replaced the struts with Monroe SensaTrac units, along with a Strutmate upper mounting kit. This is a low-cost part of the service that can eliminate a lot of noise-related comebacks and is especially relevant in double wishbone suspension setups. Why? Because the upper mount doesn’t pivot and has no bearing, so it’s very low in cost and easy to install.

At the tie rod ends another advantage of first-line parts is obvious as this Moog unit is greaseable and has the fitting pre-installed. It’s important to point this out to motorists and also to explain how this adds extra life to the part compared to the “white box.”

This is easy to miss. With the left front suspension out, the crankshaft pulley is exposed … showing a belt in tatters. Even though it’s unrelated to the front-end work, if it fails shortly after customer pick-up, it will be perceived as your fault. Keep the old one to show the owner, a useful tool to push back against the motorist who feels that this is upsell service.

Double wishbone suspensions are the gold standard in frontend design and are superior to Macpherson strut designs where best handling is the goal. That’s why Formula 1 and Indy cars use them, and in part why many consumers buy

them. In lightweight or high performance applications, however, they can be fragile. You may have to replace everything that swivels and either way, this is no place to cut corners on part quality.

SSGM

22 SSGM May 2010

www.ssgm.com

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Valvoline Professional Series delivers maximum value to consumers and helps grow your bottom line. Š, 2010, Ashland Canada Corp.

|| JIM’S RANT

Let there be light W

By Jim Anderton, Technical Editor

It’s amazing how many service businesses I see that have inadequate lighting for technicians. It’s even more surprising when I see a recently renovated customer waiting area with bright, modern

hen I visit a shop — and I drop in on many — there are always a few attributes that mark a good operation. A lot of them are common sense; but the one I look for first, in the bays at least, is light.

It’s amazing how many service businesses I see that have inadequate lighting for technicians. It’s even more surprising when I see a recently renovated customer waiting area with bright, modern lighting and no attention paid to the bays. Since few businesses have the luxury of a total renovation, improving this aspect of the work environment is going to be a retrofit. What should you do?

I’d start with the ceiling. The main source is likely fluorescent tubes, but you’d be surprised how many times I see missing, dead or flickering tubes. Before you add a thing, work with what you have. Replace tubes and almost as importantly, clean the tubes and the reflectors while you’re there. If new tubes don’t work or won’t help the flickering, change the ballast or sockets now, while you’re on the ladder. This means having a spare parts on hand, which is cheap compared to two ladder setups to fix the problem. What usually happens is the shop gets busy and the fix never happens. If the operation is big enough, it may pay to replace the fixtures with newer slimline units, saving power as well as adding lumens.

The next step is to add more lighting. More overhead is nice, but consider the setup the “bump and paint” guys use and set up fixtures at eye level or even lower.

I know, wall space is limited; but you’d be amazed how much light you can bounce off the floor or underside of a hood. For the lower lighting, I like four-foot bathroom/kitchen fixtures. They’re 25-bucks-cheap, have a good diffuser to cut glare and you don’t have to “thread the needle” with eight foot tubes. The four-footers also have soft white or low glare tube options.

Next, look at your wall outlets. With more cordless equipment needing charging stands, the available plug outlets are getting scarce. Adding more, ideally with overhead drops, gives techs more options to use task lighting as well as keep a cordless unit charging at the bench. It’s also a lot safer than running extension cords all over the shop. GFI receptacles are also cheap, add safety and almost as important, can be tested at the push of a button. This means that you know if the outlet is live immediately, avoiding guesswork at the breaker panel.

There are lots of ideas here, but remember you can’t have too much lighting in a bay. And with our ageing workforce, vision will be a sure fire issue in work quality going forward … they can’t fix what they can’t see.

lighting and no attention paid to the bays.

24 SSGM May 2010

What do you think?

Have your say and speak your mind! letterstotheeditor@ssgm.com www.ssgm.com

|| TACT Team Management

Taking or Giving Responsibility:

Who is the Manager of your Shop?

O

ne lesson of life that is repeating itself: “I cannot be all things to all people.” I don’t have to be, or more realistically, I can’t be good at everything. Many shop owners think they need to be the best technician, best service advisor and best manager in the shop; and some actually think they are, when reality shows differently. Being a good leader does not mean being the best. It means knowing how to hire and retain the best.

As business owners we need to have a realistic view of what our skills are, and then hire for what skills we don’t have.

Learning your responsibilities as an owner

My last article touched a nerve with a lot of people; however, these were not shop owners responding to me, but service advisors and technicians.

What these folks are telling me is that their boss/owner has dumped most of the responsibility for managing the company on them, and then come and go as they please; and when they are at the shop, throw their weight around, to make sure everyone knows who’s the “boss.” As previously mentioned, 97 per cent of all independent automotive shops are started by technicians.

These technicians turned owners need to be clear about their role and position in the company, and the remaining roles and positions, and the people who fill them. In small business, the lines between the roles and positions of owner and manager are blurred.

It is very common that the owner is the manager. As companies get larger and have shareholders or offer publicly traded shares, the lines between owners and managers become more defined. It is not uncommon for a company to be started by an entrepreneur and grow to a large size very quickly only to have 26 SSGM May 2010

By Murray Voth, TACT (Total Automotive Consulting and Training) the board of directors vote the owner out of management and put in a professional management person or team.

The person who starts the company is not always the right one to manage it once it matures.

Owning an automotive repair shop is not like owning a car or a set of tools.

You are not entitled to do whatever you want with it. As a shop owner you have benefits and privileges, but you also have duties and responsibilities.

First, as an owner, you need to ensure that the business makes a profit, not only to stay healthy and grow, but for you to get a return on your investment, and be compensated for the risks you have taken. Second, you are accountable to the bank or any other person or institution that you owe money to. The loans need to be paid off.

Third, you are accountable to your customers. You are selling products and services that come with a warranty that needs to be honored, and your customers also rely on you to be there when they need you. Fourth, you are responsible to your employees, to provide them with a career and a good living. The positions of service advisor and technician are professional positions worthy of professional compensation and reasonable job security.

Fifth, you are accountable to your suppliers, to you paying your bills and loyalty so they too can plan and operate their business. Sixth, you are accountable to the community, to maintain environmentally sound practices and overall good corporate citizenship.

Seventh, you are accountable to pay your fair share of taxes and contribute to the economic health of this country.

And lastly, believe it or not, you are accountable to your competitors.

How many of us have seen shops open for a few months or years, only to close their doors. During that time they offered cheap prices, poor qual-

ity, and generally gave our industry a bad name. Each market has potential for a certain amount of business; yet if a company abuses their market share and then closes their doors, they have wasted those economic benefits that another shop could have used.

Where does the manager fit in?

Now that we have discussed the responsibilities of ownership, where do the responsibilities of the manager come in? Like I mentioned before, in most shops the owner and the manager appear to be the same person. However, I would like to discuss the role of the manager and clarify for owners: 1) If the owner is truly both owner and manager 2) If the owner has abdicated the position of manager and left the shop managerless 3) Or the need to either hire a manager or place a current employee in the position of manager. In the case of the latter, that would include giving responsibility, learning to let go of control, and compensating the manager accordingly.

So a decision needs to be made, who is the manager? Regardless if it is the owner or someone else, the position and role of manager needs someone who is trained for that position, and has a clear description of their duties and responsibilities.

My definition of a manager is someone who is responsible to operate an automotive repair shop with the best practices of the industry, ensuring that it is profitable and that all stakeholders’ interests are addressed. This calls for a well trained, experienced and highly paid individual. That individual can be the owner, or a person hired by the owner.

The job description of a manger is complex, but it can be outlined in a few See TACT, page 32 www.ssgm.com

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CHALLENGE S

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Since 1954, Muscular Dystrophy Canada has been committed to improving the quality of life for the tens of thousands of Canadians with neuromuscular disorders and funds leading research for the discovery of therapies and cures. Since 1973, SHAD’s R&R has supported these efforts by donating over $3.5M to Muscular Dystrophy Canada. Now entering its 37th year, the automotive aftermarket continues to fulfill founder Fred Shaddick’s original mission of “For the Kids”.

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Shad’s Board of Directors: Chairman: John Vanstone – john.vanstone@specialtysales.ca Directors: Brad Shaddick – brad.shaddick@federalmogul.com Bill Blair – blair.assoc@rogers.com Ken Coulter – ken.coulter@specialtysales.ca Ray Osika – ro8997@gates.com Mike Holland – mike@hollandenterprisesinc.com Luc Champagne – lucchampagne13@videotron.ca

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30 SSGM May 2010

|| News Briefs ability to continue to provide access to I-CAR training through a proven industry leader like AIA Canada is the best outcome we could have hoped for.

We look forward to working with AIA as their training and services strategies unfold.”

AIA Canada president Marc Brazeau was equally enthusiastic. “I-CAR has built a solid reputation over the years for its development and delivery of first-rate training courses. We intend to capitalize on this experience in meeting the skills needs of the Canadian collision repair sector and this partnership agreement with I-CAR will help ensure long-term success of the delivery of I-CAR training in Canada.”

I-CAR training is continuing in Canada as scheduled and it is expected that a full transition will take place by May 1.

Canadian customers seeking additional information about course enrolment can contact Andrew Shepherd, director of collision training for AIA Canada at (800) 808-2920 ext. 229 or andrew.shepherd@aiacanada.com.

GM To Repay Canada And U.S. $5.8 Billion Loan

General Motors Co. says that on its repayment of the loans the governments of the United States and Canada gave the troubled automaker the company will update plants in Detroit and Kansas to build the next-generation Chevrolet Malibu, according to a report from Reuters.

General Motors emerged from bankruptcy in July 2009. The company said it would repay the remaining US$5.8 billion in loans from the U.S. Treasury and Export Development Canada “in full by June at the latest.”

“Our ability to pay back these loans less than a year after emerging from bankruptcy is a sign that our plan for building a new GM is working,” General Motor’s CEO Ed Whitacre said in a piece posted on the Wall Street Journal’s Web site.

The automaker will spend US$257 million to update the Detroit-Hamtramck and the Kansas City factories to build the next-generation Malibu, which is expected to debut in 2011.

Automotive Supplier Hella Expanding In North America

Hella is expanding its operations in the NAFTA trade region with fuel-saving electronic components, increased production volumes in Mexico and a line of non-automotive products.

Dr. Martin Fischer, president of Hella Electronics Corporation and the head of the company’s Corporate Center USA in Plymouth Township, Mich., told editors covering the annual SAE (Society of Automotive Engineers) World Congress in Detroit that Hella expects to increase its electronics business in North America at an annual rate of 20 per cent over the next three years.

Demand for more fuel-efficient cars and light trucks will spark additional sales for electronic components, Fischer predicted.

“Conventional engine and hybrid vehicles require various electrical and electronics components to meet new government mileage requirements,” he said. “We currently offer automakers a variety of fuel-saving technologies, including start-stop controls, battery sensors, accelerator pedal sensors, engine actuators for turbochargers and intake manifolds, demand-driven fuel pumps and electric vacuum pumps.”

On sound financial footing, the German automotive supplier of lighting and electronic equipment, secured long-term financing for its global operations in the midst of the world’s financial crisis and further solidified its position with a bond offering during the fourth quarter of 2009.

Hella recently began production of electronics components for U.S., Mexican and Brazilian customers at a new manufacturing facility in San Jose Iturbide, 155 miles north of Mexico City. The plant currently is operating at more than 90 per cent capacity with room for further expansion.

The company also produces lighting components at two plants in Guadalajara and another in Mexico City.

Hella supplies automotive-assembly operations for Chrysler, Ford, General Motors, Nissan, Volkswagen and others in Mexico. www.ssgm.com

Electrical Power Management Systems Mike Farrell, Curriculum Developer CARS

H

ave you had a customer come in to your repair facility complaining that the voltage gauge on their vehicle is acting erratically?

The customer will state that the gauge sometimes will read near 18 volts while, at other times, will be closer to the 12 volt mark on the gauge. You perform a charging system test and report that the system is operating properly but the customer continues to say the gauge is erratic.

Welcome to the Electrical Power Management System that several vehicle manufacturers are currently using.

A traditional charging system set the generator charging points based on an internal temperature sensor. So, when the generator is cold, the system will raise the voltage output and, conversely, when the generator is hot, it will lower the charging system set points.

This type of system tends to overcharge the battery on long highway trips and undercharge it on short trips.

The Electrical Power Management Systems base the generator output on the estimated battery temperature and the state of charge rather than the generator’s internal temperature. The main benefits of the Electrical Power Management System are extended battery life, switch and lamp life and improved fuel economy.

Duty Cycle 10% 20% 30% 40% 50% 60% 70% 80% 90%

www.ssgm.com

The purpose of the Electrical Power Management Systems is to maintain the battery state of charge at 80% or higher while supplying the required electrical voltage for the vehicle’s current loads. The Engine Control Module controls the generator output using a Pulse Width Modulated (PWM) signal on the generator control circuit. During normal operation the duty cycle will range between five – 95 per cent.

The chart below shows the approximate output voltages for the commanded duty cycle.

The main components of the Electrical Power Management System are the battery temperature/current sensor, the generator, the Engine Control Module and the Totally Integrated Power Module (TIPM)/Generator Battery Control Module (GBCM). These components operate together in order to determine the correct charging system voltage for the vehicle load and current battery state of charge. The system also uses the vehicle’s Body Control Module and Instrument Panel Cluster to warn the driver of a charging system failure either by illuminating a warning lamp or displaying a fault message in the Driver Information Display.

The engine control module receives a voltage input signal from both the

generator and the TIPM/GBCM. The ECM will compare these voltages to the desired voltage values that have been programmed into its memory. If there is a difference between the actual and desired voltage, the ECM will increase or decrease the PWM signal to the generator’s output control circuit. Feedback signals are sent back to the ECM from the internal voltage regulator.

A system failure can set a diagnostic trouble code. First, begin diagnosis by checking the ECM for any current or history “P” codes. This will indicate if there is a generator, circuit or control module fault. These systems can also be diagnosed using a digital voltage meter that can monitor frequency. With the engine running monitor the generator control circuit PWM signal and battery state of charge. The generator output voltage should measure close to the values in the chart above based on the duty cycle.

If there are no trouble codes stored perform a basic charging system test.

The vehicle may also require a test drive in order to duplicate the failure.

For more information on automotive technology visit CARS OnDemand training at: www.cars-council.ca

Generator Output 11.0 V 11.5 V 12.1 V 12.7 V 13.2 V 13.8 V 14.3 V 14.9 V 15.5 V

May 2010 SSGM 31

|| TACT Team Management one’s own team members in systems and procedures is probably one of the key points. A manager needs to be able: most challenging for shop managers 1) Measure the business. Included in and owners. these measurements are; sales, gross 4) A good manager knows how to profit margins, net profit, productivity, engage and acknowledge their team efficiency, sold hours per work order members. This means that they know and average invoice size. The man- how to ask the right questions of the ager needs to know and understand team members to see if the training is the industry benchmarks and how to clearly understood. Can a team memmake operational decisions to improve ber repeat what they learned in such a the shop results if they fall short of the way that it is clear they know exactly benchmarks. what is expected of them.

2) A good manager will use current 5) Next, the manager needs to conbest practices and source other required stantly be mentoring team members systems, procedures and processes to in the systems and procedures. A comcreate the operational improvements mon challenge is new habits take time required by the business. An example to take effect and there are always of this would be a clear and consistent unexpected situations that need to be write-up process that would gain a addressed and adapted to. A good menclear understanding of the customer’s tor knows how to inspire their team concerns and mutual agreement about and show the value of how a particular what work is being authorized that day. system or process affects them and the 3) The manager needs to have the customer. skill (or learn the skill) to train their 6) Finally, a manger need to ensure team 1/2 members in ADthe 5/29/07 systems and TACT PG JUNE 10:12 that AM there Page 1is continual and effective procedures. Having the skill to train implementation of systems and proTACT, from page 26

cedures that lead to the financial and operational goals of the shop. This includes staff reviews and staff meetings. To close the management loop, the manager once again measures the business against the benchmarks to see how effective the implementation process has been.

The long-and-short of this article is taking responsibility. As the owner of an automotive repair shop you need to have a clear understanding of the responsibilities of an owner and those of a manager. If you choose to be both, make sure you know when to act as an owner and when to act as a manager. It can be done well when clarity prevails.

If you do an honest assessment of your skills and expectations and find that you are not the best manager for the shop, or don’t want to be a manager, then hire or train someone to take your business to the next level. You may find that your skills and talents lie in other areas and this decision will free you up to be the best at something else.

SSGM

Get back to enjoying your business!

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Dave Meunier’s Automotive Management Training and Consulting group is one of the most sought after providers of business solutions for shop owners in Canada.

Flexible training courses are offered across Canada and include:

The explanation, for the success of TACT students comes from a well tested common sense approach to managing every aspect of day to day operations, starting in the bays and working its way to the income statement.

Advance PROShop Manager Modules – Full day topic specific sessions designed to allow you to get answers to your own shop challenges.

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Enrolling in one of Dave Meunier’s shop improvement courses will provide you with the confidence to analyze your business monthly to look for ways to improve profits and lower your stress.

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Brought to you by TACT Total Automotive Consulting & Training Group 32 SSGM May 2010

www.ssgm.com

d r a d n a t Gold S

The

in Recycled Parts

A D V E R T O R I A L

Professional automotive service providers are turning to Standard Auto Wreckers for high quality recycled parts.

“Automotive service providers have come to rely upon the extensive inventory of high quality recycled parts Standard Auto Wreckers has to offer”, said David Gold, Owner of Standard Auto Wreckers. Gold was awarded Locator UpFront’s 2010 most influential overall title.

“Whether it is a front-end component, a motor or a transmission our products are fully tested and come with a 30 day warranty”, says David Gold. “An unbeatable deal for our customers is our extended warranties that takes the fear out of buying recycled auto parts and can even include labour warranties!”

Service providers can access the extensive inventory of automotive parts that Standard has to offer by either calling one of our professional customer service advisors or by searching our web site at www.standardautowreckers. com. In fact Standard’s on-line search engine enables professional service providers to search by make or model or

by VIN number.

Customers can a lso search by product images or even by the ever popular feature “Fresh Road Kill”, which shows all vehicles with model years of 1998 and newer acquired in the last ninety days.

“Recently,” owner David Gold said “we introduced

head light and tail light refinishing services. Using state of the art technology plus quality craftsmanship, plastic head and taillights that are scratched, blasted or tarnished can be refurbished to their original state. The results are like a new OEM headlight at a fraction of the cost.”

Customers can even track deliveries of their orders on line to effectively plan their service schedules within their facilities.

Established in 1979, Standard Auto Wreckers is a leading environmental auto parts recycler. The recent expansion into Niagara Falls, NY where they have an indoor dismantling system unaffected by weather, utilizing the latest in fluid-recovery systems and environmental procedures.

Standard is a proud supporter of the Green Vehicle Disposal network of Auto Recyclers and their Charity Car Program. Green Vehicle Disposal is North America’s largest network of self-regulated auto recycling facilities whose purpose is to provide customers, with an EcoFriendly solution for the diposal of their End of Life Vehicles.

“At Standard Auto Wreckers, whether it is tires, undercar components, motors, transmissions or body parts we are committed to provide the automotive service provider with quality recycled automotive parts, readily available and fully guaranteed,” said David Gold of Standard Auto Wreckers.

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2010 SSGM Garage of the Year Presented by:

Now, We Do It All! Who has the best shop in Canada?

I Nominate:_________________________________

ValvolineÂŽ now offers a full line of Valvoline Professional Garage Name________________________________ Series automotive service chemicals. With Valvoline Name_______________________________ Professional Series, you get a comprehensive lineOwners of professional-grade products, services and solutions Address_____________________________________ Theall2010 SSGM Garage of the Year, presented backed by industry leading marketing programs.

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Anyone can nominate an automotive service provider. The award recognizes excellence in the areas of good business practice, training, customer satisfaction and community involvement.

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by September 20, 2010, be nominated on- Professional Nominate your choice online at automotive service chemicals. With Valvoline lineSeries at ssgm.com. www.ssgm.com or Professional Series, you get a comprehensive line of complete and mail this form at left to: Theprofessional-grade finalists will be identified in theservices October and is- solutions products, SSGM Garage of the Year sueall of backed SSGM and winnerleading will be marketing announced programs. by the industry 12 Concorde Place, Suite 800, North York, in the December issue.

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There’s something in them for you.

Stewardship Ontario is an industry organization that is committed to building sustainable communities and a greener Ontario by helping businesses, like yours, recycle certain hazardous and special wastes efficiently and cost effectively.

As part of the Do What You Can program, we will arrange to collect and recycle these items directly from your automotive service centre – at no charge to you: • empty oil and antifreeze bottles • antifreeze • oil filters To find out more about our Do What You Can program, call 416-919-5823.

Stewardship Ontario is a leader in the development and delivery of innovative and efficient recycling and waste diversion programs. This Do What You Can program is funded by the industries (our Stewards) that make and market these products.

For more information on our program visit us at: www.stewardshipontario.ca

dowhatyoucan.ca

SSGM BAYWATCH New Products

NPN cabin filters, service products

Wayward Tools has wheel aligner Wayward Tools Inc. is offering independents the DWA 1000 Compact Wheel Aligner for cars and light trucks from CEMB Balancing Machines. The aligner comes with 4 Blue Tooth wireless and rechargeable alignment heads, lithium ion batteries, laptop computer, shock resistant head with accelerometers, 30 year vehicle and customer database history and a 24” clamping range, 30” optional.

Wayward Tools Inc. www.waywardtools.com

NPN offers over 300 OEM designed cabin filter products for thousands of import applications. The complete line of NPN service products includes cabin, air, oil and fuel filter applications as well as timing belts, brake pads and hydraulics. NPN products carry a full 12-month warranty and are available at WORLDPAC. NPN www.npnparts.com

Federal-Mogul Introduces Carter Direct Replacement Fuel Pump for Diesel Dodge Ram Trucks Federal-Mogul Corporation’s Carter fuel delivery products brand has introduced a fuel pump that helps technicians save time and money when replacing the original pump on 2003-04 diesel-powered Dodge Ram trucks. The new direct replacement Carter P76110 fuel pump features a brushless design that is not susceptible to vibration and wear. The pump can be mounted in the same location as the original equipment pump.

Federal-Mogul Corp. www.carterfueldelivery.com

Rancho Releases Ford F-150 off-road suspension Rancho, a division of Tenneco, has released two new systems for the 2009-10 Ford F-150, delivering maximized handling and performance benefits on- and off-road. The new systems are completely compatible with the Ford AdvanceTrac with Roll Stability Control (RSC) system. Providing four inches of lift, the new Rancho F-1501 suspension systems (p/n RS6518B for 2009; RS6519B for 2010) easily lift the front and rear while allowing for the use of a larger wheel and tire package (up to 35-in. tires). Stock 18- and 20-in. wheels can be re-used. Both systems include a heavy-duty, one-piece Rancho sub-frame made from high-strength low-alloy steel. The systems provide exceptional strength while installing easily and maintaining proper CV and driveshaft angles to minimize vibrations. Another key Rancho 36 SSGM May 2010

component of the systems are CNC-machined extended steering knuckles. The systems include all alignment hardware and align to OE specifications.

Rancho www.gorancho.com www.ssgm.com

Automotive Internet Directory

Visit these companies directly at their web addresses or check out the growing list of Hot Links at www.autoserviceworld.com. To find out how your organization can be included in this directory and on the web, contact aross@jobbernews.com

AUTOMOTIVE PARTS & ACCESSORIES Goodyear Engineered Products www.goodyearep.com/aftermarket www.goodyearbeltsandhose.com The officially licensed belt of NASCAR. Gatorback, the quiet belt. You can never replace Goodyear quality.

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”

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.

REFRIGERANT Duracool Refrigerants Inc. www.duracool.com Nationally Distributed by: Deepfreeze Refrigerants Inc. The Leaders in Hydrocarbon Refrigerant Technology Guaranteed In writing not to harm any Mobile A/C System You can feel the Difference that Quality Makes “Our Formula Never Changes”.

WAREHOUSE DISTRIBUTORS & BUYING GROUPS The E.R.I. Group www.theerigroup.com Canada’s Premier Machine Shop Buying Group

Kerr Machine Shop Group Inc.

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

www.kerrmachineshopgroup.com Buying group for machine shops and performance shops.

WAREHOUSE DISTRIBUTORS & BUYING GROUPS Bestbuy Distributors Limited

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

Advertisers’ Index Advertiser. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . Page #. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . website ACDelco. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.ACDelco.com Affinia. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.raybaytos.com AIA Canada. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.becarcareaware.ca Aisin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.aisinaftermarket.com/ssgm Bridgestone Canada. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.firestonetire.ca CARS. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.cars-council.ca CRC Canada. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.crc-canada.ca Delphi. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.delphi.com-am FRAM. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.fram.com Imperial Oil. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20,21. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.imperialoil.com Lankar . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.lankar.com Monroe. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.monroe.com SHADS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 Shell. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.shell.ca/nitrogen Stewardship Ontario. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.stewardshipontario.ca Valvoline Oil Canada . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17,23. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.valvolineoil.com VL Communications. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.vlcom.com WORLDPAC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.worldpac.com XRF. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.xrfchassis.com www.ssgm.com

May 2010 SSGM 37

SSGM BAYWATCH New Products

Amsoil Announces Synthetic Polymeric Grease Amsoil Synthetic Polymeric Truck, Chassis and Equipment Grease is specially formulated to deliver excellent wear protection and extreme-pressure performance in medium and heavy duty applications. Combining select base oils, proprietary synthetic polymeric chemistry and an advanced additive package with lithium-complex thickener, this grease has excellent impact resistance and exceptional adhesion and cohesion properties to keep the grease in place, sealing out water and contaminants. The product offers superior rust and corrosion protection from road salt and other deicing chemicals encountered regularly. It clings to surfaces to keep rain, snow and other corrosive elements from penetrating components so they last longer, reducing costly maintenance. In addition, its exclusive formulation provides superior performance in extreme-pressure environments and is highly resistant to grease pound out, providing long-lasting protection.

Amsoil www.amsoil.com

Federal-Mogul Offers Replacement Brake Pads for 2010 Toyota Prius Models Federal-Mogul Corporation’s Wagner brand now offers replacement brake pads for 2010 Toyota Prius models. The Wagner ThermoQuiet ceramic pads (Wagner p/n QC1184A, front; QC1423, rear) are now available through leading distributors across North America. Available for a comprehensive range of vehicles that were factory equipped with ceramic pads as well as many popular models originally using semi-metallic formulations, Wagner ThermoQuiet disc brake pads combine the exclusive benefits of two patented technologies: Federal-Mogul’s Integrally Molded Insulator (IMI) one-piece brake pad and Wagner EDGE Laser-Shaped Friction designs.

Federal-Mogul Corp. www.TQbrakepads.com

ENTER the SSGM

MOTOR OIL MYTHBUSTERS CONTEST Test your knowledge of lubricants for a chance to WIN a Valvoline® Prize Pack!

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ENTER TODAY FOR YOUR CHANCE TO WIN A VALVOLINE PRIZE PACK! FAX THIS FORM TO US AT 416-510-5140

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High mileage motor oils can only be used on older model vehicles?

Synthetic blend motor oils cannot be mixed with full synthetic motor oils?

All synthetic motor oils carry the API Starburst Symbol?

Most older vehicles can use High Mileage Synthetic motor oil?

Switching from a conventional to a high mileage motor oil will not create gasket leaks?

Name

TRUE TRUE TRUE TRUE TRUE

FALSE FALSE FALSE FALSE FALSE

Business

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38 SSGM May 2010

Email

www.ssgm.com

You’ve been using our products for years...You just didn’t know it.

Meet the AISIN Family Meet the AISIN Family

AISIN WORLD CORP. OF AMERICA 24330 Garnier Street, Torrance, California 90505-5327

www.aisinaftermarket.com/ssgm ADS#12410