Service Station and Garage Management August 2011

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

AUGUST 2011

COOLANT

Conundrums Avoiding Belt Comebacks Conventional Motor Oil

www.ssgm.com

p 01 cover.indd 1

23/08/11 2:05 PM

Bosch Iridium - The best in OE technology The best in OE technology 











New ! Bosch Iridium Engineered for high performance and long life

All Iridium Spark Plugs Are Not Created Equal.

There’s a common misconception that the best choice for replacement spark plugs is the one made by the original equipment manufacturer. But did you know that in some cases, the OE manufacturers’ replacement is not exactly the same as the plug that came on your vehicle?

You don’t have to choose between high performance and long life in your iridium spark plug. Bosch Iridium is engineered to deliver both. Bosch original equipment design, materials and processes represent the best of OE technology. The ultra fine wire design and laser welded tapered ground electrode deliver optimum performance, while the iridium center electrode and platinum ground electrode help it to go the distance.

Unlock the performance in your engine with Bosch Iridium Spark Plugs.

Feature



Ground electrode features  Tapered shape  Laser welded iridium platinum alloy inlay  Copper core (when required)

Get the full story at www.lightemup.com

Visit online and witness the power of Bosch Iridium ! www.boschautoparts.com/BoschVideo/Pages/BoschIridiumVideo.aspx

Benefit Reduces flame shrouding for improved combustion and more power Promotes durability and long life Provides broader heat range to resist pre-ignition



Centre Electrode  360° continuous laser welding to fuse the iridium firing pin  Ultra fine wire design  Copper core



Nickel plated shell with rolled threads

 Complete anti-seize and corrosion protection

 

Ribbed insulator design

 Prevents misfires due to flash-over

7 year performance satisfaction guarantee

 Gives you miles of worry-free driving

p 02 Bosch ad.indd 2



Promotes durability and long life Delivers exceptional ignitability and performance Provides broader heat range to resist pre-ignition and fouling

The world’s most trusted brand.

Since 1902 Bosch has set the standard in spark plug technology with innovative, performance proven products trusted by original equipment manufacturers worldwide.

09/08/11 1:11 PM

The New Bosch Iridium.

Secure your name with the best OE technology.

Offer your customers the best in OE technology. 360° continuous laser welding. High content iridium. Satisfied customers. Fewer comebacks. Learn more at lightemup.com.

©2011 Robert Bosch LLC. USA all rights reserved.

p 03 Bosch ad.indd 3

09/08/11 1:11 PM

SSGM what’s inside August 2011

Vol. 41 No. 6

Service Station and Garage Management

EDITOR Tom Venetis (416) 510-6790 tom@ssgm.com TECHNICAL EDITOR Jim Anderton jim@ssgm.com CONTRIBUTING WRITER Nestor Gula 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

See Page 14

PRODUCTION MANAGER Steve Hofmann (416) 510-6757

See Page 24

Coolant Conundrums

PRINT PRODUCTION MANAGER Phyllis Wright

Adding the wrong coolant can quickly end the life of a vehicle’s cooling system . . . . . . . . 14

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

Belt Comebacks How to avoid simple mistakes that can make a belt change costly for the shop . . . . . . . . . 18

Oil Report

AWARD-WINNING MAGAZINE

There is still a lot of life left in conventional motor oils . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

TACT Team Management There has got to be a better way to do this . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Tech Tip Checking hub bearing assemblies . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

Financing Finding the funds to start your business as an independent service provider . . . . . . . . . . . 30

Reader’s Choice Awards Some of the most exciting aftermarket products to come out in 2011. . . . . . . . . . . . . . . . . . . 32

Departments Editorial. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 News. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Baywatch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 CARS ONDemand . . . . . . . . . . . . . . . . . . . . . . . . . 49 Internet Directory. . . . . . . . . . . . . . . . . . . . . . . . . . 52 Advertisers’ Index . . . . . . . . . . . . . . . . . . . . . . . . . 52 Garage of the Year Nomination Form . . . . . . . . . . 54

*For BlackBerrys: Go to your BlackBerry messenger and select Scan Barcode. *For iPhones: Use the App Store to download Beetagg Reader Pro.

4 SSGM August 2011

p 04 contents.indd 4

“We acknowledge the financial support of the Government of Canada through the Canada Periodical Fund (CPF) for our publishing activities.”

In association with CANADIAN

AUTOMOTIVE Member of

Technician

Inc.

HEAD OFFICE Business Information Group 12 Concorde Place, Suite 800, Toronto, ON M3C 4J2 Contact us via one of the following methods: Telephone: 416-442-5600 Facsimile: 416-510-5169 Website: www.ssgm.com Service Station and Garage Management is published

by BIG Magazines LP, a div. of Glacier BIG Holdings Company Ltd., a leading Cana­dian information company with interests in daily and community news­papers and business-to-business information services.

Subscription rates: Canada $51.95 + HST + applicable taxes per year; $82.95 + HST + applicable taxes for 2 years; single copy price $7.00 + $0.42 HST + applicable taxes. USA $91.95US per year; single copy price $10.00US. All other foreign in US $93.95 per year. All rights reserved. Printed in Canada.

US office of publication: 2424 Niagara Falls Blvd, Niagara Falls, NY 14304-5709. Periodicals Postage Paid at Niagara Falls, NY. USPS #009-192. US postmaster: Send address changes to Service Station and Garage Management, PO Box 1118, Niagara Falls, NY 14304.

Return undeliverable Canadian addresses to: Circulation Dept., Service Station and Garage Management, 12 Concorde Place, Suite 800, Toronto, ON Canada M3C 4J2.

Postmaster: please forward forms 29B and 67B to 12 Concorde Place, Suite 800, Toronto, ON Canada M3C 4J2.

Printed in Canada. All rights reserved. The contents of this publication may not be re­produced either in part or in full without the consent of the copyright owner.

From time to time we make our subscription list available to select companies and organizations whose product or service may interest you. If you do not wish your contact information to be made available, please contact us.

Member of the Audit Bureau of Circulations Publications Mail Agreement #40069240 Print edition ISSN 0381-548X On-line edition ISSN 1923-3396 Member of Association of Business Publishers Inc. 205 East 42nd Street New York, NY 10017

Association of Business Publishers 205 East 42nd Street New York, NY 10017

www.ssgm.com

09/08/11 1:11 PM

MONEY DOESN’T GROW ON

trouble trees

IT’s sImple maTh: the more productive you are, the greater your profit margin. So if you’re

diagnosing problem vehicles with time consuming trouble trees, you could be hurting your bottom line.

Direct-Hit’s proven short-cut tests and confirmed field fixes dramatically reduce the number of steps it takes to diagnose and fix vehicles compared to trouble trees. That means you get the job done right the first time – in less time – with real-world information you can trust to keep your shop profitable.

Diagnose and repair vehicles faster Reduce non-billable work time have more confidence in jobs done right Increase customer trust and satisfaction Keep your shop profitable

Discover the difference Direct-hit can make for your business by calling 800.745.9649 for a no-obligation, FRee FIX!*

Call 800.745.9649 today for your no-obligation, FRee FIX and see how easy it is to grow your business with Direct-hit!

*Not valid for Repair Hotline.

80 0.745.9649

p 05 Identifix Money Tree ad.indd 5

|

identifix.com

09/08/11 1:12 PM

|| Tom’s Editorial

The Leasing Challenge H

By Tom Venetis, Editor

The reality is leasing is more expensive than maintaining a vehicle over many years. I know having a thousand-dollarplus bill is never fun. It produces the proverbial ‘sticker shock.’ What this industry has to do better is inducing ‘sticker shock’ in the vehicle owner who makes the argument that is it cheaper to lease a new vehicle rather than paying to have the transmission worked on.

6 SSGM August 2011

p 06 editorial.indd 6

ere is a scenario: A vehicle owner comes in with a vehicle that needs some work, replacing worn struts or some transmission work, for example. The service writer is diligent and produces an estimate for the work and parts, and then hands that estimate to the owner. The owner looks at the estimate and remarks, “For this price, I might as well lease a new vehicle.”

Think it is uncommon? Think again. I’ve had many conversations with vehicle owners who have scrapped perfectly working vehicles over a single bill to replace worn shocks and struts, or for some transmission work. In most cases, the vehicles were less than a decade old and had never exhibited any other problems. The repairs would have sent those vehicles back on the road with many good years of service awaiting their owners.

The lure of cheap leasing rates makes it a tough sell. How do you argue against a person who reasons if a repair — parts, labour and taxes included — is well-over a thousand dollars, it is ‘cheaper’ to simply dump the car and lease a new vehicle, where for the next five year the only expense is the regular oil change?

The reality is leasing is more expensive than maintaining a vehicle over many years. I know having a thousand-dollar-plus bill is never fun. It produces the proverbial ‘sticker shock.’

What this industry has to do better is inducing ‘sticker shock’ in the vehicle owner who makes the argument that is it cheaper to lease a new vehicle rather than pay to have the transmission worked on. Have a calculator on hand to run the vehicle owner through the numbers. They think that transmission repair is expensive? Show them what it costs to lease a new vehicle over five years, even at the lowest leasing rates available. Now that transmission repair looks a lot cheaper. The customer is better off having the work done and keeping the vehicle on the road in good condition with regular maintenance for another ten years than leasing a new vehicle. It’s simple math; but it gets lost in the emotional impact of the price for doing the repair.

This is going to be an ongoing struggle for independents. Major vehicle makers are pushing aggressive leasing and zero-interest rate financing to boost sales.

Others are offering warranties that were not contemplated a few years ago, such 100,000 or more kilometres on the drive train. Prices have dropped dramatically on some models.

So no one should be surprised that some vehicle owners are tempted to abandon their vehicles at the first major repair or maintenance bill. Our job is to make them think very hard about this emotional reaction and show them why it is wrong; and why it will save them money.

What do you think?

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

09/08/11 1:12 PM

OVEREXTENDED? UNDERSTOOD.

We get it. As the Shop Owner, bookkeeper, customer

service and any other role you might play in your business, you don’t need another responsibility. But an extra pair of hands would be nice.

Direct-Hit increases your technicians’ productivity with short-cut tests and confirmed fixes that dramatically reduce diagnostic time compared to the hassle of time consuming trouble trees – all so you can meet the demands of everything else in your shop. Use Direct-Hit first on every vehicle and:

Increase your shop’s productivity Diagnose and repair vehicles faster Reduce non-billable work time Decrease stress and anxiety Concentrate on other areas of your business

Call 800.745.9649 today for your no-obligation, FRee FiX and discover how we can help you manage and grow your business with Direct-Hit!

Jack of all trades? Master at least one with the speed, accuracy and reliability that Direct-Hit delivers every time. And since seeing is believing, your first fix is FRee!* *Not valid for Repair Hotline

80 0.745.9649

p 07 Identifix Overextended ad.indd 7

|

identifix.com

09/08/11 1:13 PM

|| News Briefs

Honda Canada Raises More than $90,000 for Make-A-Wish Canada After two weeks of fundraising initiatives on and off the track at both the Honda Indy Toronto and Edmonton Indy, Honda Canada Inc. announced that together with generous race fans, they raised $90,068 in support of Make-A-Wish Canada. Honda Canada donated its sponsorship signage to Make-A-Wish Canada for Canadian IndyCar driver Paul Tracy’s race suit, pit signage and Dragon Racing’s Number 8 Make-A-Wish Canada / Honda / Dallara / Firestone race car.

Commenting on the fundraising initiative, Jennifer Ritter, CEO of Make-A-Wish Foundation of Canada, said, “We are extremely pleased with the generous support of Honda Canada, the other Paul Tracy sponsors and Canadian race fans in Toronto and Edmonton.

Through the sponsorship opportunity with Paul Tracy, we have been able to promote awareness of our vital mission and to continue to fulfill the dreams of our courageous ‘wish children’ across Canada.

“Make-A-Wish exists for one reason only — to grant wishes to children living with life-threatening medical conditions. We impact our wish families’ lives at a time when they need to

know that their community cares about what they are going through, as their child battles for his or her life.

“To a child living with a life-threatening medical condition, a wish is more than a desire — it is an experience that can create a life-changing impact, not only for the wish child and their family, but for other families, friends, volunteers, donors and entire communities. We believe that Make-A-Wish, through our mission, volunteers and supporters, is helping to nurture a kind and caring Canada.”

Visitors to the Honda Indy Toronto and Edmonton Indy were invited to offer a donation in exchange for

programming and interactive activities that included racing simulators at the Honda World exhibit as well as tire change pit stop challenges and other activities. For a donation, racing fans were also invited to sign Paul Tracy’s race suit that was worn at the Honda Indy Toronto and Edmonton Indy races.

The highlight of fundraising activities at the Honda Indy Toronto was “Free Friday” at the track sponsored by the Ontario Honda Dealers Association, in which fans were invited to attend Friday practice and qualifying sessions for a donation to Make-AWish Canada.

Affinia Global Brake and Chassis Receives Patent for Raybestos Brand R-300 Performance Rotors Brake Parts Inc., located in McHenry, Ill., has been assigned a patent (D640,620) for the design of its Raybestos brand R-300 disk brake rotor.

The newly patented “S-Groove” slot design delivers improved pedal feel and increased pad life. Drivers using the R-300 rotor experience stronger bite without having to sacrifice smooth braking.

“The unique design of the R-300 maximizes pad to rotor contact to improve pedal feel and reduce brake fade,” said Rick Woodside, director 8 SSGM August 2011

p 08-12 news.indd 8

of product development, Raybestos Rotors and Drums. He added, “Since this design also improves out-gassing, the S-Groove slots also help increase pad life by up to 30 per cent.”

Brake fade is reduced due to improved out-gassing, and the rotor delivers superior “panic-stop” braking thanks to its high-flow, clog-resistant vane design. The rotor is also less prone to cracking; a problem that takes place on traditional drilled rotor designs.

“The ‘S-Groove’ slot design has

been proven on a dynamometer to allow simultaneous out-gassing on both the leading and trailing ends of the friction,” said Woodside. He said that the rapid inward circulation of air moves gases and particulate matter with centrifugal force to the outside of the rotor; allowing for constant escape of harmful heat and gasses.

Listed on the patent is George J. Bielis IV of Ringwood, Ill., William V. Roberts of Crystal Lake, Ill., and Rick Woodside of Lake Geneva, Wis. www.ssgm.com

09/08/11 1:13 PM

t your Contac of choice s utor distrib t promotion n e r r for cu d pricing. an

*Genisys EVO

with New 2010 European Software plus Domestic and Asian Updates combine to provide the Best Overall Vehicle Coverage! ®

The Genisys EVO now has the most comprehensive combined coverage

Genisys EVO Coverage Highlights

available for European, Domestic and Asian vehicles! And the price point

• Expanded thru 2010 (Domestic, Asian and European Vehicles)

makes it the best value of any scan tool in its class. There’s never been a

• Added Coverage for 784 new systems

better time to put the advanced productivity technology of Genisys EVO

• Added 7,782 new Vehicle-ECU combinations • Added 205 new Adjustment tests • Updated Oil Light Reset Procedures

to work in your shop!

http://genisysotc.com/literature.php

Already own a Genisys EVO? Ask about our new USA European Software Update Kit (#3421-128) or the Starter Kit with OEM Cables (#3421-129)

www.otctools.com OTCTOOLGUY

p 09 SPX ad.indd 9

For product details scan this with your smart phone (requires barcode app) or visit:

OTC Tools

and click on the "Genisys 2010 European Software Release Flyer"

Call 1-800-533-6127 today ©2011 SPX. SPX, OTC, and Genisys EVO are registered trademarks of SPX.

09/08/11 1:15 PM

|| News Briefs

Radiator Specialty Celebrates 80 Years Of Business In Canada In 1931, Mr. ID Blumenthal founded a small automotive supply company in Toronto, Ontario. The company specialized in radiator leak repair products that were designed to keep the problem prone cars of the day on the road for longer. Eighty years later, Radiator Specialty Company of Canada is still manufacturing and selling automotive products that help keep the cars of today running better for longer.

Over the last 80 years, Radiator Specialty Company of Canada (RSC) has expanded its offering from simple radiator leak repair into more than 300 unique automotive and plumbing specialty products, sold under

Raymond Savard Joins Beck/ Arnley As National Sales Manager For Canadian Market

Beck/Arnley announced that Raymond Savard has joined the company as the national sales manager for the Canadian market. In this position, Savard will work with current distribution customers for Beck/Arnley while focusing on growth through new distribution and channel partners. He will also represent the Beck/Arnley brand in the local markets across Canada, building awareness among technicians and the commercial aftermarket.

Savard will work closely with Specialty Sales and Marketing, which is Beck/Arnley’s sales agency in Canada.

Savard reports to Paul Farwick, vicepresident of sales for Beck/Arnley.

WORLDPAC, Demandforce Announce Strategic Partnership For Automotive Aftermarket

Demandforce, Inc. and WORLDPAC, Inc. announced a three-year agreement that will bring Demandforce D3 software to WORLDPAC customers nationwide.

WORLDPAC is committed to providing the most innovative and cutting edge technology for their customer base and chose Demandforce D3 based on the value it brings to the automotive 10 SSGM August 2011

p 08-12 news.indd 10

the brands GUNK, Liquid Wrench, Tite-Seal, and Puncture Seal. With operations now in Mississauga, Ontario, RSC distributes its full line of products from coast to coast and can be found in virtually all levels of distribution.

“We are proud to have earned such success in the Canadian market over the last 80 years,” says Richard Navin, national sales manager for RSC. “We believe that our commitment to providing high quality products and exceptional customer service has allowed us to grow and thrive with our knowledgeable customers. We look forward to another 80 years of successful business here in Canada.” market, including increasing customer retention and attracting new customers.

WORLDPAC saw overwhelming value in Demandforce D3 during a two month pilot program, where, on average, their shops reported US$60,000 in revenue and 128 new visits through the software.

The shops also reported an average increase of 21 per cent in valid e-mails for their customer base, allowing shops to communicate automatically and electronically with their customers. This ultimately helped the shops gather on average an additional 15 certified reviews and eased the administrative burden involved with phone calls.

WORLDPAC always seeks out the highest tier products for their customer base, which is why they chose Demandforce.

During the pilot program, WORLDPAC decision makers continually saw overwhelming value in how Demandforce helps shops attract new customers and increase retention with existing customers using their innovative and cutting edge technology.

Demandforce helps the automotive aftermarket stay relevant and current in the changing Internet landscape, and WORLDPAC sought out a solution for their customers that could offer exactly that.

The partnership between Demandforce and WORLDPAC aims to help the automotive aftermarket attract and retain customers, all while measuring performance and customer satisfaction.

Additionally, Demandforce will provide WORLDPAC customers the tools to help them build their online reputation, including sending up-to-date business information and certified customer reviews to major search engines and Internet directories. Demandforce D3 gives shop owners and managers the ability to spend less time on the telephone and more time delivering better customer service to their customer.

Student Memberships Available on iATN

Now

The International Automotive Technicians’ Network (iATN) has developed a way for automotive students to join iATN, www.iatn.net, through a new “student membership” program.

Students are eligible for this type of membership if they are 18+ years of age, attending automotive educational training courses (college, vocational, or similar) and referred by an educator or instructor who is an existing member of iATN. Student memberships are offered at no cost and have almost the same privileges as standard membership accounts, with one exception: they are “read-only.” Students will be able to login to iATN, read through the hundreds of thousands of forum discussions, including all of the waveforms and other files found therein, TechHelp requests and fixes, OEM information, and the rest of the information found on iATN. They can even upgrade to a premium membership and search the iATN Knowledge Base to assist in their studies of real-world repair cases.

Students will not be able to post to iATN until they “graduate” to a full membership. Once a student member meets the full membership requirements of iATN, which includes four years of work experience in the automotive industry, and/or ASE certification, they will be able to transition easily to a full membership.

“One of the longest-running requests from educators and instructors www.ssgm.com

09/08/11 1:13 PM

NGK 164 Akebono brake ad Solid Colours_FNL 20/04/11 10:32 AM Page 3

Premium Brake Products

be seen not heard.

NO SQUEALING, NO DIRTY RIMS. NO FADE. NO CALLBACKS. THAT’S AKEBONO ULTRA PREMIUM BRAKE PADS. As OEM equipment on a wide range of models, Akebono ultra premium brake products are specifically engineered for superior performance. With their low dust, reduced brake fade and ultra quiet formulations, these true* ceramic pads give you ultra premium brake product backed by the industry’s most comprehensive research and development.

The result is higher margins, fewer comebacks, and the perfect OEM fit every time.

Ask your NGK distributor for Akebono ultra premium brake parts today!

Now available from NGK Spark Plugs Canada Limited Contact us at: 1-877-277-2759

®

www.ngksparkplugs.ca *Akebono is the originator of true ceramic brake pads.

p 11 NGK ad.indd 11

09/08/11 1:15 PM

|| News Briefs

Bosch Wins ‘Best Innovator’ Award Bosch’s commitment to enhancing the motorist’s driving experience through innovation is evident in many of the features that we see on modern cars.

The antilock braking system, electronic fuel injection, the electric wiper system and the more recent ESP (ESC) electronic stability control — to name a few — have revolutionized the industry. In recognition of this dedication to innovation, Bosch recently received the Best Innovator Award for 2010/2011 in the automotive supplier category.

Presented annually by A.T. Kearney and WirtschaftsWoche, a German weekly business magazine, the ‘Best Innovator’ awards are held under the auspices of the German Federal Ministry of Economy and Technolon iATN has been, ‘How can we get our students on here?’ We’re very happy that we now have an answer,” said Scott Brown, iATN president. “This is just the beginning, and over time, we look forward to more ways we will be able to work with educators to make iATN more useful and accessible to up-andcoming automotive professionals.”

New VDO Door Systems Program Adds 216 SKUs

Continental Commercial Vehicles & Aftermarket has launched its new 2012 VDO Door Systems Catalog, which now features an expanded program with over 1186 part numbers. The program includes a complete line of VDO power window motors, regulators, regulator/motor assemblies and door lock actuators.

Continental has added 121 new VDO Window Motors and Regulator Assemblies to cover the most popular import and domestic applications.

In addition to featuring cable operated regulator applications for current model imports and SUVs, the VDO Power Window Regulator line has over 435 part numbers and offers an exceptional value for consumers and an installation time saver for technicians and shops.

The program also includes 93 new 12 SSGM August 2011

p 08-12 news.indd 12

ogy. On behalf of the Bosch Group, the award was received by Dr. Dirk Linzmeier, director of innovation management, Automotive Electronics Division, Klaus Meder, executive vice-president Automotive Electronics, and Dr. Martin Hieber, director of innovation management for the Bosch Group.

Awards were given to companies and management teams that follow effective and long-lasting processes and strategies for innovation development.

Bosch’s strong commitment to innovation was seen as a core competency in its corporate culture where a group-level innovation management system has been implemented across all divisions.

VDO Window Regulators, which allow the customer to save money in applications where only the regulator needs to be replaced. Many of these regulators were formerly exclusive dealer items and are now available at a fraction of the OE dealer cost.

The VDO Door Lock Actuator line continues to provide enhanced vehicle coverage for all makes of automobiles, light trucks and SUV’s from 1985 to 2010 with additional exact replacement actuators. Two new actuators have been added to provide coverage for over 4 million more vehicles on the road today.

In addition to providing complete descriptions, photos and application information, the new catalog offers a convenient cross reference for collision centers and body shops with its “Parts

Link” system that provides easy access to VDO Door Systems products.

According to Dave Maclay, product manager, “The new part numbers in our 2012 VDO Door Systems Catalog represent replacement potential for an estimated additional 28 million in sales opportunities. The new Door Systems products that we’ve just introduced illustrate Continental’s ever present and ongoing commitment to innovation, quality and coverage. It is our pledge and obligation to keep our customers profitable and ahead of the competition.”

Bosch Canada Announces Several New Appointments

Bosch Canada announced the appointment of Dean Ferri as diagnostic district sales manager, Automotive Aftermarket Division. In this role Dean will be responsible for Diagnostic and Wheel Service sales in Eastern Canada. Bosch Canada also announced the appointment of Glen Roy as national sales manager, Diagnostic Division. In this role Glen will lead the Diagnostics and Wheel Service group in Canada; Diego DeSimone as district sales manager, Automotive Aftermarket Division. In this role Diego will be responsible for sales of Bosch products in western Quebec; and Chris Burkey as district service manager, Automotive Aftermarket Division. In this role Chris will be responsible for Bosch Car Service centers (BCS) program including its growth and support of Bosch automotive parts, and diagnostic and wheel service equipment.

Go to www.ssgm.com to see the latest technical videos and tools tests with SSGM Magazine’s Technical Editor Jim Anderton. www.ssgm.com

09/08/11 1:14 PM

LIFE IS COMPLICATED. CHOOSING ANTIFREEZE FOR YOUR CUSTOMER’S COOLANT SYSTEM DOESN’T HAVE TO BE.

SIMPLIFY YOUR SEASON WITH

CELSIUS® EXTENDED LIFE ANTI FR E E Z E / C O O LANT BY PR E STO N E . ®

AVAILABLE IN CONCENTRATE AND PREMIXED FORMULAS.

CELSIUS® ANTIFREEZE/COOLANT IS SUITABLE FOR USE WITH ANY ANTIFREEZE/COOLANT IN ANY CAR OR TRUCK AND COMPATIBLE WITH ANY COLOUR ANTIFREEZE.

TO ORDER, OR FOR MORE INFORMATION, CALL OUR ORDER DESK AT: 1-800-243-2323 * SEE PRODUCT LABEL FOR AUTOMOTIVE, LIGHT AND HEAVY DUTY APPLICATIONS. SEE OWNER’S MANUAL FOR RECOMMENDED CHANGE INTERVALS.

p 13 Honeywell Celsius ad.indd 13

A

car care product.

© 2010 Honeywell International Inc.

09/08/11 1:15 PM

|| Coolant

Good-bye To The

Green R

emember the green coolant that was poured into vehicle cooling systems? Many years back, everyone, from the shop technician to the DIY-obsessed car owner would grab a bottle of that green coolant and top-up the radiator. It was a one-sizefits-all solution and was the standard for many years.

As any shop technician knows, that is a thing of the past. One will be hard-

14 SSGM August 2011

p 14-16 Cooling.indd 14

Like motor oils, coolants are formulated for specific vehicles

pressed to find many vehicles today that will take the green-only coolant; and even harder to find that coolant, although you may still find some bottles being sold at big-box stores, possibly next to the discounted CDs of The Carpenter’s Greatest Hits.

There is a very good reason for that. Today’s vehicle cooling systems are complex and vehicle manufacturers now require specific coolant formula-

By Tom Venetis, Editor tions for their systems. Putting the wrong coolant in a vehicle is asking for trouble. The challenge for a shop’s service writer and technician is explaining to the vehicle owner why that is the case.

Why you should never mix and match coolants

One of the persistent myths that vehicle owners often cling too are coolants are universal. In their estimation, all the stuff does is help keep the engine cool, so there is no reason to worry about what is put into the system. That myth is hard to dispel because some vehicle owners will mention some product that claims to be a universal coolant. It even says so right on the label. They may even tell the service writer or technician about a friend who uses the stuff all the time and they have never had a problem with their vehicle.

Dave Turcotte, technical director, OEM with Valvoline knows all about these ‘universal’ coolants, and despairs at the fact that such products are being sold under that pretext. The reality is, there is no such thing as a ‘universal’ coolant, and what is being sold to people is convenience.

The problem with such products is, over time, they will cause damage to the vehicle’s cooling system, from leaks to corrosion, each resulting in an expensive repair.

“We have fought this perception for years,” Turcotte admits. “It is like saying to a vehicle owner, “You can use one kind of transmission fluid in all vehicles, or you can use one kind of brake fluid or motor oil viscosity grade.’

It is simply not true.”

Turcotte says a bit of history might www.ssgm.com

10/08/11 6:51 AM

Coolant ||

swagen soon followed in moving to OAT-based coolants. In 2001, Chrysler moved to using a hybrid coolant in its vehicles that also had a five year, 100,000 mile drain interval; and shortly after, Ford Motor Company also moved to a long-life coolant. Many European makers of vehicles also moved new kinds of coolants, with BMW, Mercedes and Volvo using hybrid coolants in their vehicles.

“All are based on ethylene glycol, but use different performance additives, for example, for corrosion control, defoaming, scale inhibition, etc.,” says Turcotte. “Green coolant is based on inorganic additives and is called IAT (Inorganic Additive Technology). It is generally fast acting and very protective, but (it) needs to be changed every couple of years. Organic Acid Technology (OAT), is based primarily on carbon-based molecules, typically organic acids, to protect cooling system metal. These fluids do not deplete in service, but may not protect quickly in fast corrosion conditions, like boiling, and may not protect solder. This makes them generally not backward compatible with older green coolant engines, “Hybrid coolant, called HOAT (Hybrid Organic Acid Technology) uses both inorganic and organic, carbon-based additives for long life protection. The idea with hybrids is to provide excellent all-around corrosion protection and extended drain intervals.”

This is why it is important to carefully match the vehicle type to its recommended coolant. Think for a moment of motor oils. Today’s vehicles, especially many high-end domestic

Amsoil Antifreeze & Coolant contains a proprietary poly organic acid technology. It eliminates the need for supplemental coolant additives and recharging cooling systems. It also provides extended service life in all gasoline and diesel vehicles. It can be used for seven years or 250,000 miles in passenger cars, light-duty trucks and vans.

Prestone’s LowTox Antifreeze/coolant provides performance durability and protection against corrosion of all cooling system metals. Its patented propylene glycol formula provides an added margin of safety for pets and wildlife.

Antifreeze Coolant Application Chart For Passenger Vehicles and Light Duty Trucks Model Year 1980 & Older

American

GM Chrysler Ford Trucks & SUVs Ford Cars

*

1985

1996

1997

1998

1999

2000

2001

2002

2003

2004

2005

2010 & Newer

* *

*

*

*

*

*

European

Audi, Jaguar, Porsche, Volkswagen, Land Rover

Asian

Mercedes*, BMW, Volvo, Mini Cooper

Toyota, Nissan, Honda, Mazda, & Other Asian Makes

*

SAAB

It’s More Important Than You Think! *Automaker approved for use in these applications

Automaker Approved Chemistry means the coolant chemistry: • Is the same as specified by the automaker • Has been thoroughly tested to provide the same superior protection as the original fluid

help vehicle owners understand what is going on, and why there is a range of coolants and coolant colours out there. Until 1994, that green coolant mentioned earlier was standard for all domestic vehicles. Then General Motors announced its new vehicles would require the use of a new coolant, Dexcool, an OAT coolant with a five year, 100,000 mile drain interval. Volk-

Zerex G-05 antifreeze/coolant can be used with Ford and Daimler Chrysler vehicles. Its HOAT chemistry combines conventional and organic acid-based chemistry to protect against rust and corrosion. www.ssgm.com

p 14-16 Cooling.indd 15

To Place An Order Or For More Information Call 800-TEAM-VAL

August 2011 SSGM 15

09/08/11 1:17 PM

|| Coolant and European models, require specific blends of motor oils. Mismatching motor oils to a vehicle type will result, in some cases, to severe engine damage.

The same goes for coolants, which is why vehicle owners have to be warned not to buy into the myth of universal coolants.

“European vehicles use phosphatefree coolants and the reason they specify that is they have had issue with phos-

phates precipitating out of the system,” says Dan Peterson, vice-president of technology development with Amsoil Lubricants. “When they do that, there are issues with scaling and deposits … which build up and can ruin a water pump and seals which then creates poor heat transfer as things build up in the small tubes in the radiator.”

“General Motors wants Dexcool,” adds Turcotte. “One should use only

www.vdo.com/usa

VDO - A Trademark of the Continental Corporation

Trying to take on the competition with the wrong equipment?

The competition is coming after you. Fast and hard. Don’t try to take them on with parts that don’t stand up when the going gets rough. Go with VDO. Our OE engineering expertise ensures that you get products that deliver OE fit, form and function. First time. Every time. Don’t try to compete with minor league equipment. Go with VDO. For additional information, contact: salessupport-us@vdo.com

Blower and Radiator Fan Motors | Fan Assemblies Power Window Motors and Assemblies | Door Lock Actuators Engine Management | TPMS / REDI-Sensor

16 SSGM August 2011

p 14-16 Cooling.indd 16

this for vehicle manufactured since 1994. Chrysler recommends fluids conforming to MS-9769, hybrid technology G-05. Ford recommends the HOAT and has gone so far as to put a ‘No Orange Coolant’ sticker on expansion bottles to prevent orange OAT from being added.”

Coolant makers also place right on the label information as to which vehicles and types the coolant is made for.

This should be shown to the vehicle owner if they have any questions.

“Valvoline will launch two new antifreeze/coolant products for Canadian consumers. Zerex Asian Vehicle and MaxLife Antifreeze/Coolant will be available on retail shelves this fall,” says Karen Insko, marketing manager, nonlubricants, Valvoline. Vehicles manufactured from Asian-based firms make up one-third of Canada’s passenger car and light truck market.

To meet the needs of this growing segment, Valvoline’s Zerex Asian Vehicle Antifreeze/Coolant is specifically designed to meet the compatibility and chemical requirements of Asian vehicle manufacturers. These vehicles specify a silicate free HOAT formula with a phosphate additive to protect the cooling systems from rust and corrosion.

It is recommended for all Asian Vehicles (Toyota, Lexus, Scion, Honda, Acura, Nissan, Infiniti, Subaru, Mazda, Suzuki, Hyundai, Kia, Mitsubishi, Isuzu, Dae Woo and Daihatsu) and its meets or exceeds specifications for Hyundai/Kia MS 591-08, Mitsubishi ES-64217, JIS K 2234-1994, ASTM D3306, ASTM D4985, Ford WSSM97B55-A, Federal Specification A-A-870A and is recommended for Toyota/Lexus, Scion, Honda/Acura, Nissan/Infiniti, Subaru, Mazda, Suzuki, Isuzu, Dae Woo and Daihatsu vehicles.

The second product for the Canadian market is MaxLife High Mileage Antifreeze/Coolant with Alugard Plus.

Turcotte also recommends shops keep on hand two types of coolant, first Dexcool/OAT for General Motors, Saturn, Saab, Volkswagen and Asian vehicles; and an HOAT/Hybrid for new Ford, Chrysler and European vehicles such as Mercedes.

SSGM www.ssgm.com

09/08/11 1:17 PM

Visit us at AAPEX Booth #1666

CRP p 17 CRP p35.indd ad.indd 35 17

30/08/10 11:02 11/08/11 10:19 AM AM

|| Belts

How To Prevent A Comeback Avoidable mistakes can make for happier car owners, happier

By Tom Venetis, Editor technicians

T

here is an expression in this industry that all shop owners and technicians know and dread – the job done a second time is one done for free. This happens when the original problem that is fixed persists and the driver of the vehicle comes into the shop seething.

This can happen even on the simplest of jobs, such as a belt replacement. How many times has a timing or serpentine belt been replaced, only to have the diver return complaining that the squealing noise, which made them drive to the shop in the first place, is still happening after supposedly being fixed? Thankfully, this scenario does not happen too often; but still often enough that it should leave technicians wondering why it does happen in the first place.

SSGM Magazine decided to ask some manufacturers of today’s newest belt and tensioner technologies why

such problems happen and what can be done to avoid them. The goal is not so much to sell more of the technology, which will happen regardless as vehicles age and parts need to be replaced, but to help technicians improve the customer’s experience with the shop and its staff, thereby generating profit as customer’s return for future work.

So what causes a comeback with a simple belt replacement job?

According to Bill Hay, vice-president of sales with Dayco Canada Corp., it is sometimes as simple as “not knowing what to look for when it comes to the belt part of the job.”

“If (a technician) has an issue with the belt drive system, be it a noise, a chirp or a squeal, the technician automatically goes to the tensioner, thinking it has to be a tension issue,” Hay adds. “The problem comes about because instead of diagnosing what the trouble is, they say it has to be the ten-

sioner and then replace that part. What the technician may not have realized is that the belt has become badly worn.

So replacing the tensioner does not fix the problem.”

This usually happens because today’s new belts have moved away from the older neoprene technology to EDPM or Ethylene Propylene Diene M-class rubber. EDPM produces wear patterns that are markedly different than those in neopren belts. It is something that has to be explained to vehicle owners.

Belts made with neoprene have distinctive sets of visually discernable wear patterns, such as chunking or cracking, when the belt achieves some 50-60,000 miles of use. When this happens, it is time to replace the belt. EDPM, however, wears more like a car tire, slowly losing material without cracking or chunking. One has to use a special tool to measure how much belt material has been lost.

Gates Stretch Fit Installation Tool is made to help technicians install Gates’ Stretch Fit belt technology. Stretch Fit belts are shorter than their actual working length, but once installed, they automatically tension.

18 SSGM August 2011

p 18-20 44 belts.indd 18

www.ssgm.com

09/08/11 1:18 PM

MEET THE REAL HEAVY METAL PERFORMERS MEET THE GATORBACK® POWER TRIO:

Gatorback® Belt Tensioning System – with increased import and domestic coverage, you can be sure the Gatorback® Belt Tensioning System will install to OE form, fit and function.

Gatorback® Timing Belt w/ Water Pump Kit – designed for quiet operation, long life and shrink resistance the Gatorback® Timing Belt with Water Pump Kit will meet or exceed OE standards.

Gatorback® OADs – with a one-way clutch plus a patented tuned torsion spring, the Gatorback® OADs provide overrunning function during deceleration, absorb engine vibrations and are OEM “fit and function.”

When you choose Gatorback® you’ll always be sure the job is done right.

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

The GOODYEAR (and Winged Foot Design) trademark is used by Veyance Technologies, Inc. under license from The Goodyear Tire & Rubber Company.

Goodyear Engineered Products are manufactured and sourced exclusively by Veyance Technologies, Inc. or its affiliates. The Gatorback trademark is licensed to Veyance Technologies, Inc. by The Goodyear Tire & Rubber Company. ©2011 Veyance Technologies, Inc. All Rights Reserved.

Goodyear_RP_MetalCombo_SSGM.indd 1 p 19 Goodyear ad.indd 19

11-05-31 12:23 PM 09/08/11 1:20 PM

|| Belts

The Dayco Belt Dignostic Kit has tools that can help identify misaligned pulleys, worn belts and check belt tension.

Dayco Canada and Gates Canada offer easy-to-use wear gauges that allow a technician to check for that wear. They are also nifty for showing vehicles owners that an EDPM belt is worn as on visual inspection a worn EDPM belt looks the same as a new one. It should help prevent a vehicle owner from thinking the shop is trying to sell them an unnecessary repair and part.

Marc Alary, marketing manager with Gates Canada Inc. says along with spending time correctly diagnosing where a problem is, it is also important to treat the belt system as a system, a combination of many components that have to work smoothly together.

“It needs to be treated as a system, and replacing an individual component in that system without verifying and considering other system components could lead to customer comebacks,” he adds. This means making sure that when replacing a belt, one takes the time to inspect the pulleys to make sure they are in good working order and are aligned properly, and that the tension has been properly set, even with automatic tensioning systems.

That is why it is recommended that the whole system be replaced rather than individual components. If a technician needs to replace a worn belt or pulley at 80,000 miles because of wear, one can be certain that every part in the system also has worn out as well. A worn pulley may not be causing a problem right at the instant the vehicle is in the bay, but one wants to avoid the possibility of that pulley squealing in a few weeks time after having installed a new belt; and then dealing with the angry customer who comes back wondering why the technician did not replace that defective part when he or she had the chance.

“If a mechanic is going to spend three to four hours working to get to the timing belt in order to change it, it is cheap insurance to change the other components as well,” adds David Hirschhorn, director of brand management with CRP Canada Inc. “You know that if you do so you will not have to go back there for another 80,000 miles.”

One other challenge is to make sure the pulleys are properly aligned. This is critical in today’s newer engines, according to Dayco’s Hay as the pulley systems and belts now have to operate a wider range of systems and alignment is critical. continued on page 44 20 SSGM August 2011

p 18-20 44 belts.indd 20

www.ssgm.com

09/08/11 1:19 PM

Harness the selling power of the number one oil filter brand in North America and the #1 preferred oil filter brand in the DIFM channel* with the FRAM Advantage Program. Get exclusive access to the latest technological information and training videos. Not only will your customers be better off, your business will be too. Take advantage of the FRAM Advantage. Visit FramAdvantage.com for more details.

TAKE YOUR OIL FILTER EXPERTISE TO THE NEXT LEVEL. The 2011 FRAMÂŽ Challenge is a new online training program that makes it easy to boost your oil filter expertise, and get the chance at some great rewards.

Visit FRAMCHALLENGE.COM to register.

Promotion is open to residents of Canada, excluding Quebec. *Source: Honeywell CPG Proprietary Study by Harris Interactive, Sept. 2008 Š 2011 Honeywell International Inc. Printed in Canada.

p 21 Honeywell Fram ad.indd 21

No Purchase Necessary.

11/08/11 10:44 AM

|| Oil Report

Will conventional oil

whither?

There still is life in the oil that we know and love

By Nestor Gula

A

s more and more cars come pre-filled with synthetic oil, and consumers are choosing to use synthetic oils in older vehicles, one can wonder what room is there for the conventional oils that have lubed engines for the last 100 years.

“You can still formulate a very strong mineral-based product that meets the requirements of the latest and greatest API standards,” said Anthony Stadelman, director of marketing for Wakefiled Canada, distributors of Castrol Lubrication Products. “Technology is constantly evolving, so basically what happens is that the industry collaborates on what are the requirements to meet the needs of newer engines.”

The reason we are seeing a gradual shift to synthetics oils is “Wear control is significantly better, deposit control is significantly better, cleanliness is better, it generally keeps everything cleaner, reduces sludge, oxidation and corrosion,” he said. “Across every metric synthetic will perform better in your engine.”

The march to higher quality oils is driven by the auto industry that needs better performing lubrication for newer engines. “Improvements in lubricant technology in the past decade have 22 SSGM August 2011

p 22-24 oil.indd 22

been mostly driven by fuel economy and emission system protection requirements,” said Jim Vitak, manager, public relations for Ashland Inc. distributor of Valvoline lubrication products. “Both synthetic and mineral motor oils have improved dramatically due to advances in additive, refining and processing technologies.”

The difference between mineral oils and synthetic oils is due to the base stock on which it is based. “Synthetic is (a) more refined base oil, a better base oil,” said Chris Hayek, global brand manager for Quaker State. “There are really two parts to motor oils. For simplicity, you have your base oil and you have your additive package. When you look at the difference between a conventional mineral oil and a synthetics, synthetic motor oil has a more refined base oil; it allows you to do more with your addi-

tive package.”

All oil used in vehicles is, roughly speaking, a blend of about 85 per cent base oil and 15 per cent of an additive package. “The term ‘synthetic’ is really focusing on the base oil part. API classifies the quality and performance of base oils by groups. Groups I and II are considered to be mineral oils, and Groups III and IV (and some in Group V) are considered synthetic,” added Vitak.

“Synthetic base oils have better low-temperature properties, a high viscosity index, much fewer impurities such as sulfur, and better oxidative stability, among other aspects. Typically, synthetic motor oils are made from synthetic base oils (Group III and IV) and additives, while mineral motor oils are from mineral base oils and additives.”

The additives that are engineered into the base oil are, “What gives you wear protection and cleanliness and longevity,” said Jeff Hsu, Quaker State technology manager. “The base oil part keeps www.ssgm.com

09/08/11 1:21 PM

p 23 Shell ad.indd 23

09/08/11 1:22 PM

|| Oil Report

Valvoline NextGen Conventional multigrade motor oils are formulated with recycled basestocks and Valvoline’s environmental additive technology. The manufacture of recycled base oils produces less greenhouse and toxic emissions, consumes less energy and reduces the demand for crude oil.

your engine well lubricated. Conventional oils are so well developed these days that some will rival some lower end synthetics. With high performance oils, synthetics are always superior.”

Another area where mineral oils lose out to synthetic oils is the weight category. Regular mineral oils cannot be engineered to the extent that synthetics one can and with more car manufacturers calling for thinner oils for their more efficient engines mineral oils will be less in demand. “The newer vehicles tend to be synthetic blend to meet their specifications,” said Hayek. “If you look at Toyota and Honda, as an example, they are going to zero-20. To get down to a zero weight, it has to be more of a synthetic oil.”

If a customer comes in and wants to upgrade to synthetic oil there should be no compatibility issues.

“It will work a whole lot better in low temperatures and that is very important,” said Hsu. “There are studies out there that show that during extreme cold starts that is where most of the wear happens. So a syntheticbased oil, with all the additives that are in it, will give the engine better protection during these cold starts. On the other end of the spectrum, cars are now designed with smaller and lower 24 SSGM August 2011

p 22-24 oil.indd 24

Pennzoil Platinum is a full-synthetic motor oil that is formulated to exceed industry and OEM standards GM4718M, Acura HTO-06 and MB 229.51.

front ends this means that there’s less forced air going through the engine. A synthetic’s ability to remove heat is also very important. If a customer comes in and wants to move to a synthetic there is an advantage to this.”

He said the only car that he would not recommend synthetic oil in is older Mazda RX7s. “The Mazda RX7, older rotary engine burns a lot of synthetic oil. That is the only car that comes to mind that I would not recommend synthetic oils. The newer rotary engines on the RX8s are fine and are even factory filled with synthetic oils.”

Mineral oils will still be on the shelf for a long time as many cars out there will work fine with them.

Stadelman said there are performance benefits for changing to synthetics oils in older cars he said in some cases the switch will not bring about any benefit, “In some older vehicle applications where there is already damage to the engine. Because synthetics are generally thinner and more slippery you will tend to loose more oil in those cases. And because of the new additive, this isn’t really the best for some older engines. For any modern engine there is no problem.”

If a customer, for some reason

Valvoline’s high mileage motor oils are formulated with conditioners to rejuvinate engine seals and prevent oil leaks along with anti-oxidant additives.

switched to synthetic oil and wants to switch back to mineral oils because of cost, this is also not a problem any more. “The design of the formulation these days has included considerations of compatibility and performances,” said Vitak. “One of the early concerns was the seal compatibility of the synthetic base oils. The development of novel and advanced seal conditioning chemistries solved that problem completely.” He cautions that switching back, although it won’t damage the engine or the seals, “Synthetic motor oils do provide better performance — so switching back may result in some loss of performance.”

Mineral oils will still be on the shelf for a long time as there are lots of cars out there that will work fine with them and the additive packages engineered for them will rival some of the lowerend synthetics. However, the inherit benefits of a proper synthetic oil will always be better for an engine. “We did a simple test where we would start an engine that has been sitting in minus 50 degrees to measure the difference between synthetic and conventional oils,” said Hsu. “It takes about twoand-a-half to three seconds for the oil to start flowing properly. If you are looking at 7,500 kilometers between changes and you add up all those seconds you are talking about ten to 15 minutes of oil starvation.”

SSGM www.ssgm.com

09/08/11 1:22 PM

IT’S MORE THAN A JOB IT’S YOUR REPUTATION We get it. We understand what's important.

Find out how Castrol can help you connect with your customer, drive revenue for your shop, and build your business.

Call 1-888-CASTROL visit WakefieldCanada.ca, or call your Wakefield Canada representative today.

p 25 Castrol Wakefield ad.indd 25

09/08/11 1:23 PM

|| TACT Team Management

There Has Got To Be A Better Way To Do This

By Murray Voth, TACT (Total Automotive Consulting and Training)

O

ne of the constant challenges we face in small business is that we are so busy working that we can’t look up to see where we have come from and where we are going, or even why we are working as hard as we do. Year after year goes by and nothing changes or improves. A great expression I heard goes something like this, “If we keep doing things the way we always do things, we will keep getting the same things we always get.”

The automotive service industry, as a whole, continues to stagnate at 54 per cent productivity and generates on average 1.1 sold hours of labour per invoice or transaction. In addition, Canada Industry Statistics reports the average gross profit margin on parts in automotive shops in Canada is 33.3 per cent. These are statistics. What about reality?

In the last six years, it has been my privilege to work with hundreds of shops in our ProShop Performance Groups. I have been able to see and analyze financial numbers from most of these shops. It has been interesting to find that whenever I meet a new shop owner and the staff that has had very little in the way of management training, their numbers are the same as the statistics I quoted you at the beginning of this paragraph. There seems to be a default setting in this industry.

Unless we are shown a different or better way, we default to 54 per cent productivity, 1.1 sold hours per work order

26 SSGM August 2011

p 26,51 TACT.indd 26

and 33.3 per cent gross profit margin on parts. By the way, most of the shop teams new to this training are below one sold hour per work order when they first come for training.

Why Are We Stuck Here?

What is it about these default settings in our industry? Why are we stuck at these financial numbers? I believe that if we know the why of something, we can figure out the how and what of that something.

Let’s begin with the parts margin. The industry benchmark for the gross profit margin on parts required to achieve business success is 45 per cent (this does not include tires). I believe there are three main reasons why this industry is stuck at a 33.3 per cent parts margin. 1) Many shops are still using mark up rather than margin to calculate what they are going to sell their parts for. I have many shops tell me that they mark up their parts by 50 per cent.

Take a part that costs you $100, mark it up by 50 per cent and you will sell it for a list price of $150. Your profit is $50. Divide your profit $50 by the list price $150, and you get a margin of 33.3 per cent. Your shop needs to focus on margin and not on mark up.

2) Many shops just use the suggested list provided by their suppliers. My research shows that many jobbers use a suggested list price that gives the shop between a 35 per cent and 40 per cent margin. Dealers range from 10 per cent

to 20 per cent margin on their suggested list prices.

If you take a rough average of those margins, again adjusting for the mix of parts used, you will end up in the 30 per cent to 35 per cent range almost every time. We keep forgetting the word “suggested” is not the same as “commanded.” Work from your cost up to decide your required profit. 3) I am not sure about this currently, but in the past there were industry consultants that taught shops that 30 per cent was the proper margin to achieve. In today’s market, the cost of keeping a business up to date in technology and the increased value offered to consumers in parts and labour warranties require that we have a great parts profit margin.

The Productivity Conundrum

Our definition of productivity is the number of hours a technician spends performing paid work on vehicles, compared to the number of hours they are available to work at the shop. This number is expressed as a percentage.

If a technician is available for eight hours on a particular day, and works on cars for 4 hours that are billed out, he or she is 50 per cent productive. The glaring question is, “Where did the other four hours go?”

I find that management in this industry generally blames the technician for this problem. They are looking at the wrong person. Instead, they need to look in the mirror. This whole induscontinued on page 51 www.ssgm.com

09/08/11 1:24 PM

Now, We Do It All!

ValvolineÂŽ now offers a full line of Valvoline Professional Series automotive service chemicals. With Valvoline Professional Series, you get a comprehensive line of professional-grade products, services and solutions all backed by industry leading marketing programs.

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

p 27 Valvoline ad.indd 27

09/08/11 1:25 PM

|| The Timken Company: Automotive Tech Tip

Properly Diagnosing a Hub Bearing Problem

E

ven an experienced mechanic can have trouble properly diagnosing a damaged hub bearing assembly. It’s important to detect the signals and take action before uncorrectable damage occurs to a customer’s vehicle.

The following outlined in this automotive tech tip will help technicians recognize the common causes of damage to those hub bearing assemblies and know how to examine them for problems: 1. First verify the source of any unfamiliar noise. Often this can be attributed to road surface conditions such as newly paved roads or roads with uneven surface characteristics.

1

4

2

5

3

6

28 SSGM August 2011

p 28 Timken Tech Tips.indd 28

The tread design, composition and wear patterns of vehicle tires can be another source of unfamiliar noise.

Unusual wear patterns are generally caused by lack of tire rotation, poor alignment, improper pressure or worn suspension parts. After eliminating noise generation caused by road surface conditions, tire design and wear patterns, it’s time to make a more detailed examination of the wheel assemblies as well as the hub bearing assemblies.

2. Perform a hand rotation check of the wheel. Next, grasp the wheel at the 3 o’clock and 9 o’clock positions. Push and pull while oscillating the wheel. Perform a second check, following this procedure, grasping the wheel at the 12 and 6 o’clock positions. In addition, listen and feel for roughness. After making all preliminary inspections, check the hub bearing assembly.

3. If applicable, remove the wheel cover to access the lug nuts, then the lug nuts and wheel and tire assembly.

Next, remove the caliper from the caliper mounting bracket. To prevent damage to the brake line, make sure continued on page 39 www.ssgm.com

11/08/11 10:53 AM

Think “InsIde” The Box Trust the quality of LuK. Trust the yellow box.

These days, it seems that everyone is telling you to “think outside the box”. When it comes to clutch replacement, that’s just not good advice. Many clutch marketers mix and match parts from various sources, a practice that creates quality and installation problems. The parts may bolt up, but can fail prematurely, resulting in a comeback for you. When you install a LuK RepSet, you get the same flawless performance as the original equipment parts. designed and engineered to work together. Why risk your time and reputation with anything else?

p 29 Schaeffler ad.indd 29

5370 Wegman Drive • Valley City, OH 44280 Phone 800 274 5001 • Fax 330 273 3522 www.lukclutch.com Certified to ISO 9001:2008

09/08/11 1:27 PM

|| Financing

Many Sources of Financing for SMBs Available

By Harris Kligman, CA and William F. Rucci, Jr. CPA, MST

I

f it’s true that small- and mid-sized enterprises (SMEs) are the engine that powers a nation’s economy, then it only stands to reason that readily available financing serves as the motor oil that keeps the entire engine’s parts in good condition and running smoothly.

30 SSGM August 2011

p 30,38 Financing story.indd 30

There are numerous ways to secure financing and the methods for doing so vary from country to country. But the universal challenge that any enterprise faces — at almost any stage of growth — is to find the one method (or combination of methods) that fits its own unique set of goals and circumstances

at a particular point in time.

Factors like company size and maturity, industry niche, credit history, potential for growth and external market conditions all inevitably play into the equation. Also important is the cost of borrowing those funds, because rates can vary widely from lending source to lending source.

Here is a brief rundown of some typical methods of financing that can be useful to SMEs in both established and emerging economies around the world.

Borrowing from family and friends is often the easiest way to obtain funds, particularly for start-ups. The costs of borrowing the money are often less than with other methods.

But intermingling business with personal relationships has its potential drawbacks, which is why we advise clients who choose this method to set up the transaction in a formal, businesslike manner.

Give your lenders paperwork that acknowledges their loan and the terms of repayment. Make sure their rate of return is reasonable (this includes making a loan to yourself ). And give lenders an “out clause” that allows them to ask for their money back at any time.

Home equity loans and credit card financing are two other methods of self-funding. But they also come with a level of personal risk to the borrower that is often beyond the tolerance of all but the most seasoned entrepreneurs.

A traditional bank loan has been the go-to method of financing throughout the world for thousands of years, and it remains the first resource that the vast majority of businesses turn to today for continued on page 38 www.ssgm.com

09/08/11 1:28 PM

THE MOST IMPORTANT PART OF SERVICE? THE PARTS. Start the job right with Ford Motorcraft parts. The only parts manufactured specifically

for Ford and Lincoln vehicles. Take our radiator hoses. Most are made from long-lasting, heat-resistant EPDM rubber that resists oil, grease, antifreeze and all Ford-approved coolant additives. So they provide optimal performance and a perfect fit others can’t. For the best quality and more satisfied customers, choose Ford Motorcraft parts from your local Ford Store.

Motorcraft® is a registered trademark of Ford Motor Company.

13522_A_R0_PSABeltsHoses_8.125x10.875.indd 1 p 31 Ford ad.indd 31

7/25/11 10:24 AM 09/08/11 1:29 PM

SSGM

Reader’s Choice Awards

SSGM Readers Choice Awards.indd 1 p 32 Readers Choice cover.indd 32

8/8/11 2:07 PM 09/08/11 1:29 PM

SSGM

Reader’s Choice Awards Line Splice from AirSept: Quick, Durable Repair Without Line Removal

Canada’s Got Talent in Tools & Technology SSGM is unveiling our first Reader’s Choice Award. On the following pages are the 19 nominated tools, equipment & technologies. Now we want your opinion. Go to SSGMaward.com and rate each on a scale of 1 to 6 based on what you’d want to add to your shop.

Don’t let the labor cost to replace a leaking metal A/C, transmission, or power steering line drive your customers away. AirSept’s new Line Splice is a fast, serviceable repair for metal lines.

Install without line removal, special tools or adhesive chemicals.

Remove only the damaged section and splice the line back together for a leak-free repair in less than ten minutes.

Advanced sealing technology makes the Line Splice superior to traditional compression fittings. A uniquely formulated HNBR Seal Sleeve dramatically expands the sealing surface area. A high-tech Anti-Vibration Tension Ring ensures a lasting repair in high vibration applications. www.fmsiinc.com

Winners will be announced in the November issue of SSGM.

AirSept’s Dual Automatic Recycle Guard Prevents A/C Service Equipment Downtime When sealant enters air conditioning service equipment, it causes valves to stick, plugs tubing, and causes downtime and loss of billable revenue.

The solution is Recycle Guard, a unique filter that protects equipment from debris, all types of sealant, excess dye, and other contaminants.

The Dual Automatic Recycle Guard (DARG) from AirSept is a new, fully automatic version of proven Recycle Guard technology. It automatically adjusts flow direction when service equipment switches from recover to recharge.

Technicians can start the recovery process and walk away.

One DARG handles High and Low side recovery simultaneously. www.airsept.com

www.ssgm.com

p 33-37 Readers Choice Awards.indd 33

Hands Free Hydraulic Bench Vise Following Posi Lock Pullers tradition for safety and innovation, the PHV859 hydraulic vise is operated by stepping on a pedal, leaving both hands free. And, it doubles as a hydraulic press.

With five tons of clamping force, an air valve for variable speed and safety, the industrial strength hydraulic bench vise from Posi Lock is perfect for every shop. You can easily work on any repetitive, heavy, oversized, awkward or multi-piece jobs. This vise has enough power to crush a half inch nut, yet precisely clamp an egg.

Constructed of 52,600 PSI tensile strength with jaws that are eight in. wide and open to eight in., you’ll wonder how you ever got projects complete with out it. This vise is available with an air over hydraulic foot pump or a manual pump. www.posilock.com

August 2011 SSGM 33

09/08/11 1:30 PM

SSGM

Reader’s Choice Awards

Clore Automotive SOLAR BA44 Digital Battery & System Tester The new Chicago Pneumatic CP7729 ⅜" impact wrench offers an unparalleled combination of features. With an impressive 415 ft-lbs. of true torque and weighing only 2.78 lbs, this compact impact wrenches’ features are second to none. The ergonomic and balanced design of the CP7729 maximizes user comfort by helping reduce the strain associated with front heavy tools. A key ergonomic innovation is the revolutionary one finger operated Side to Side (S2S) patented forward/ reverse selector. This unique feature allows technicians to effortlessly change between forward and reverse with one finger, in any position the tool is operated. In addition, the contoured composite grip, smooth teasing trigger, lower vibration, and effortless three position power regulator allow for hours of use by minimizing discomfort and fatigue.

The high impact twin hammer clutch maximizes the torque produced from an air motor engineered for durability and repetitive cycling.

The CP7729 offers ergonomics, ease of use, durability and efficiency. www.cp.com

PrevoS1 Truflate One-push Safety Coupler With one button push, the easy-to-use Prevost PS1 Truflate Safety Coupler eliminates hose-whip causing personal injury or vehicle damage. Non-safety couplers don’t vent pressure that causes hosewhip. The original Prevost Safety Coupler required two pushes. The PS1 vents pressure then releases the plug in one push.

The PS1 uses Prevost long-life seals for leak-free, and energy-saving connections. It increases the efficiency of both pneumatic systems and tools. The popular PS1 Truflate-Profile Coupler features an ergonomic shape and intuitive, colorcoded push-button design.

The PS1 body is made of a lightweight, rugged composite that resists scratching, impact, abrasion, corrosion, and is anti-static. www.prevostusa.com

34 SSGM August 2011

p 33-37 Readers Choice Awards.indd 34

The new tester features an ergonomic design that provides easy handling during use and transport. The new design is far more technician-friendly than any other battery tester in the marketplace today. In addition, it features intuitive operation that walks the technician through the testing processes for battery, starting system and charging system testing.

It adds the following features needed in today’s shop: – wide operating range of 1.5V-15V – technicians can easily test even grossly depleted batteries – wide capacity range of 40-2000 CCA – will test everything from motorcyle to truck batteries – long 6’ cable leads reach the battery on virtually any vehicle for ease of use – properly assesses a wide range of battery types (huge in today’s service environment): Conventional, Maintenance Free, AGM, Gel Cell, Deep Cycle and Marine batteries – properly assess battery condition in discharged batteries, a time saver for busy shops – features seven operating languages, including English, Spanish and French – easily replaceable cable leads – if leads are damaged, they are easily field-replaceable – adjustable backlit display – perfect for high and low light situations – internal counter tracks battery and system tests performed – shops know the tool is being used – reverse polarity protection – protects the tech and the tester – over-voltage protection – protects the tester from damage The BA44 is the first model in our new testing platform, all of which will utilize new, ergonomic designs to make testing easier, more intuitive and more comfortable for technicians. www.cloreautomotive.com

www.ssgm.com

10/08/11 6:49 AM

SSGM

Reader’s Choice Awards Smoke Wizard GLD-50 Small, Powerful Smoke Machine Smoke Wizard GLD-40: Next-Generation Features Meet New OEM Requirements The Smoke Wizard GLD-40 has a microprocessor, flow meter, and other features that meet or exceed the latest automaker testing requirements.

The advanced microprocessor manages cutting-edge pressure/vacuum-decay monitoring to meet the latest OEM EVAP testing specifications. The easy-to-read flow meter displays even the newest .010 in. leak threshold — another aftermarket first. The unit uses OEM-approved UltraTraceUV smoke & dye solution and has shop air or inert gas capabilities.

Global Leak Detection, the Smoke Wizard manufacturer, is one of the oldest, most experienced OEM smoke machine manufacturers, serving Audi, VW, Mazda, Kia and other automakers. www.smokewizard.com

Reusable Smoke Wizard Pop-it Filler Neck Adapter Saves Time, Money, and Waste The reusable Smoke Wizard Pop-it Universal Fuel Cap Adapter (GLD034) eliminates the ongoing cost and waste of disposable seals.

To use, remove the gas cap, pop on the Pop-it, and connect a smoke machine or leak detection device.

It’s perfect for smoke testing and pressure/vacuum decay testing the EVAP system.

The Pop-it, made of a fuel-resistant substrate, won’t crack or breakdown.

It’s backed by a five-year warranty.

Global Leak Detection, the Smoke Wizard manufacturer, is one of the oldest, most experienced OEM smoke machine manufacturers, serving Audi, VW, Mazda, Kia and other automakers. www.smokewizard.com www.ssgm.com

p 33-37 Readers Choice Awards.indd 35

The Smoke Wizard GLD-50 is the smallest, lightest smoke machine (10" x 5" x 8.5", 7 lbs) with the most features for a budget price.

The GLD-50 OEM-approved technology includes: shop air/inert gas capability for safe testing, UltraTraceUV smoke & dye solution (“when you see the dye, you’ve found the leak”), and a smoke volume control for easier leak detection. The GLD-50 quickly finds general and EVAP leaks.

Global Leak Detection, the Smoke Wizard manufacturer, is one of the oldest, most experienced OEM smoke machine manufacturers, serving Audi, VW, Mazda, Kia and other automakers. www.smokewizard.com

Megatester’s Small, Versatile Multitester Megtester Inc.’s Megatester allows technicians to test 3, 6, 12, 24, 110, & 220 AC/DC un-energized circuits. It can be used to test bulbs, fuses, switches, trace wires and find bad grounds. It can trace and isolate single wires among complicated setups, test whether a circuit is closed or open, test electronics and electronic circuits without turning them on, test electrical conductivity and electrical continuity.

Megatester has passed Underwriters Laboratories testing programs and comes with a lifetime guarantee. www.megatester.com

Mohawk Lifts’ Swing Arm Safety Guard Mohawk Lifts swing arm safety head guard makes the safest lifts even safer. The swing arm safety guard is now available for two post models ranging from 7,000 10,000 lb capacities.

Mohawk’s swing arm safety guard prevents mechanics from hitting or cutting their heads on hard steel swing arms. Mohawk’s swing arm safety guard is easily applied with a peel and stock application.

Mohawk Lifts are proudly designed, and manufactured in the U.S.A. www.mohawklifts.com August 2011 SSGM 35

09/08/11 1:31 PM

SSGM

Reader’s Choice Awards Mac Tools ET8040

PRECISION TORQUE WRENCHES:

March of 2011 Mac Tools launched the first-to-market Diamond Grip Terminal Cleaners. The ET8040 Diamond Grip Cleaners (part number ET8040) are a great development to help technicians remove corrosion from male and female automotive style connectors. The Diamond Grip Cleaners come in a three-piece set (small, medium, and large) allowing technicians to work on multiple connectors.

The Diamond Grip Terminal Cleaners are also ideal for removing corrosion because they have a highly-durable, abrasive coating on the tips, enhancing connections, reducing diagnostic guesswork and increasing overall harness life. www.mactools.com

Mac Tools launched the next generation in combination wrenches – Precision Torque. Mac Tools Precision Torque wrenches offer an I-beam design, increasing the strength of the tool and giving the technician more safety, better comfort and less hand stress. The offset on the open and box end of the Precision Torque wrenches allow for improved accessibility and ease of use. The curvature of the non-slip open end wrench creates greater contact area against fasteners and helps prevent the open end of the wrench from slipping off fasteners. www.mactools.com

Mac Tools EXPERT Mac Tools introduced EXPERT, a new line of tools for automotive technicians in the Spring of 2011. EXPERT is an alternative product line to the Mac Tools premium brand. It will continue the Mac Tools professional requirements and uphold quality standards, the lifetime guarantee and the one-on-one relationship received from all Mac Tools Distributors. The EXPERT line is will focus on the end user, by maintaining professional durability, but at a more modest price. The EXPERT line also complies with ISO international standards, giving technicians the comfort knowing EXPERT is a great product line that will get the job done. www.mactools.com

36 SSGM August 2011

p 33-37 Readers Choice Awards.indd 36

Snap-on Smart Smoke EELD500 Is The First 100 percent Portable Smoke Machine.

The 100 percent portable lithium/ NiCad batterypowered Snap-on Smart Smoke EELD500 requires no external cables.

With one pushbutton, the EELD500 selfcalibrates, smokes and performs a pass/ fail fuel evaporative (EVAP) system leak test. A wireless remote controls all basic functions.

An extra smoke port allows for checking dual exhausts and EVAP systems. The vacuum port diagnoses Chrysler ESIM and NVLD, and all other EONV EVAP systems. The pulsating low flow function isolates leaks. The easy-to-read LED displays: leaks down to 0.001", vacuum/pressure (with decay capability), and precise LPM flow using aerospace technology. A video of the product can be seen at http://j.mp/eeld500. www.snapon.com

www.ssgm.com

11/08/11 11:37 AM

SSGM

Reader’s Choice Awards Chief EZ Liner Express

Rotary Lift Wireless Mach 4

Chief Automotive Technologies introduces the EZ Liner Express collision repair system, a compact, in-bay solution for the majority of collision repair jobs, affordably priced under $10,000. Installing the EZ Liner Express in a few bays frees up the frame rack for major jobs while also improving individual bay productivity and profitability.

With a constant five tons of power at the hook and lifting capacity up to 5,500 lbs, it is a versatile pulling system for reversing light hits, as well as an all-purpose workstation for improving bay ergonomics and productivity on collision repair tasks. www.chiefautomotive.com

The Wireless Mach 4 from Rotary Lift is the industry’s fastest mobile column lift, providing increases in technician productivity of 30 per cent or more over similar lifts. It is battery-operated and communicates wirelessly using patented technology, for maximum flexibility and user-friendliness. Plus, it’s the only wireless mobile column lift that comes standard with back-up communication cables, for ultimate reliability. Wireless Mach 4 is available in sets of four or six columns for a total lifting capacity of 72,000 to 108,000 lbs. Wireless Mach 4 is made in the U.S.A. and is ALI certified to meet ANSI safety and performance standards. www.rotarylift.com

Rotary Lift Y-Lift Rotary Lift’s YA12 alignment lift gets vehicles up and ready for service 33 per cent faster than competitive lifts, so technicians can start projects sooner. The Y-Lift also offers faster descent, so they can move to the next job quickly. The Y-Lift’s patented design provides true up/down movement and eliminates side scissor arms that get in technicians’ way on scissor lifts. Techs have full sideto-side and front-to-rear access so they can work efficiently. The Y-Lift accommodates the widest range of vehicle wheelbases and is compatible with all alignment instrumentation. Capacity is 12,000 lbs. Y-Lift is made in the USA and is ALI certified. www.rotarylift.com

www.ssgm.com

p 33-37 Readers Choice Awards.indd 37

Streamlight Knucklehead The Streamlight Knucklehead, with its innovative 360 degree head, gives professional mechanics a versatile light that can be used both cordless and hands-free. Its stowable hook allows the light to be hung upright or inverted under the hood, while its super strong magnet permits the light to be attached to most contoured steel surfaces. Microprocessorcontrolled technology provides multiple modes of operation, including high and low intensity, emergency flash and a long-running moonlight mode. On the high setting, the Knucklehead delivers 1,150 candela and 200 lumens, with a runtime of 3½ hours. The two C4 power LEDs each feature a 50,000 hour lifetime. www.streamlight.com

August 2011 SSGM 37

09/08/11 1:31 PM

|| Financing continued from page 30

paperwork involved. Grant programs can be highly competitive, with specific, detailed formats that need to be followed either a short-term line of credit or a longer-term loan. carefully when applying.

Ideally, you’ll want to build a business relationship with There are a number of creative methods of financing for a bank well before you need to ask them for funds. Let the enterprises that are up and running, including asset-based bank get to know your business and get to know you as a financing, receivables financing and factoring. While each credit-worthy customer. technique comes with its own benefits, drawbacks and costs, When it comes time to request a loan, be sure you are what ties them together generally is the use of an existing, fully prepared with a clear explanation of how much money tangible asset of the enterprise as collateral for the loan. you need, why you need it and how you will pay it back. Then Supplier or vendor financing is also a creative alterback up your application with documents that will increase native in certain situations where funds are needed to your chances of getting a positive response. acquire expensive capital equipment. Manufacturers and In Canada, government-sponsored leasing companies will almost always grants or loans are designed to assist offer financing and at interest rates that SMEs with seed capital or financing to are relatively attractive. enhance an existing operation. Many There are numerous ways Perhaps the most difficult financing local governments sponsor similar propath for owners to take is working with grams. to secure financing and the outside investors. There are multiple And most provinces offer financoptions for accessing funds in this way, ing geared to growing specific areas of methods for doing so vary. but all of them involve giving up some the economy that policymakers believe measure of control of the operation of the enterprise. Owners are advised to require nurturing. In some cases, the tread carefully when considering these interest rates are especially favorable if the funding leads to job creation. types of arrangements.

Unlike a loan, a grant typically does not have to be repaid.

Equity financing may be the simplest of these options.

However, there is a significant amount of research and Equity is defined as the value of the enterprise, minus what is owed. An owner can raise funds by selling a portion of this equity, but the buyer will then be a “partner,” and will have partial control of the enterprise. This arrangement can work well between businesses that complement each other.

When the full equity of an enterprise is sold, it is considered a merger in which the enterprise becomes part of the enterprise that purchased it.

Individual angel investors provide financing to early-stage enterprises that demonstrate the potential to offer a better rate of return on the angel’s money than more traditional investments would. These individuals may also offer their experience and contacts to the operation in addition to We stock parts for all popular funding.

But expect to give up some control in return, in the form JDM imports, including: Daihatsu, of a board position, a formal consulting role or an ownership Honda, Isuzu, Mazda, Mitsubishi, stake. The same holds true of a venture capital firm, which Nissan, Subaru, Suzuki is essentially a group of investors who have pooled their and Toyota. funds to finance early-stage, high-risk enterprises with the expectation of a potentially large return on their investment.

Rocky Mountain Imports Ltd is a The specific goals and circumstances of an enterprise BC based company that specializes in providing will dictate whether any one of the techniques above makes OEM and Aftermarket replacement parts for JDM sense. Be sure to seek the guidance of trusted advisors as you (Japanese Domestic Market) Vehicles. consider the options.

SSGM Over the years, we have developed one of the largest local inventories of parts so that you can get the part Harris Kligman is Tax Partner with Kestenberg Rabinowicz that you need in days rather than weeks.

Partners (KRP) LLP www.krp.ca in Markham, ON; Bill Website: www.rockymountainimports.net Rucci is a Partner with Rucci, Bardaro & Barrett in Boston, Call us toll Free: 1-800-921-4JDM (4536) MA www.rb-b.com. Both firms are members of Russell Bedford E-mail us at: International, a global network of independent firms of accounrockymountainimportsltd@gmail.com tants, auditors, tax advisers and business consultants with offices in over 80 countries.

The JDM Parts Source

38 SSGM August 2011

p 30,38 Financing story.indd 38

www.ssgm.com

09/08/11 1:28 PM

The Timken Company: Automotive Tech Tip || continued from page 28

7

8

9

the caliper is supported with either an “S” hook or a piece of wire.

4. Remove the caliper mounting bracket and then remove the brake rotor.

5. Rotate the hub bearing assembly by hand. Bearings normally do not loosen under typical use. If the hub bearing assembly appears to be loose, the bearing may be damaged, the axle nut may have backed off or the axle nut may not have been properly clamped. Any roughness, looseness or noise from the bearing is an indication that the bearing is damaged and needs to be replaced.

6. To check a hub bearing assembly’s internal clearance, a dial indicator with a magnetic base is required.

To obtain accurate readings from the dial indicator it is important to thoroughly clean and smooth the surfaces of the knuckle or secure position of the suspension where the dial indicator base and tip will be placed. Carefully use a fine file, wire brush, emery cloth or honing

NEW

stone as appropriate to remove any debris, nicks or burrs. When setting the dial indicator tip, the indicator itself should have ample travel for the variation around the face. Position the indicator tip perpendicular on the wheel pilot as close to the center of the hub bearing assembly as possible. This will provide the most accurate results.

7. Grasp the wheel flange at the 3 o’clock and 9 o’clock positions, and push while oscillating the hub bearing assembly approximately 90° side-to-side at least five times. Set the dial indicator to zero. Next, pull while oscillating the hub bearing assembly approximately 90° side toside at least five times. Proper loading and oscillation is necessary in order to fully seat the bearings.

8. Observe the total indicator movement. If it exceeds 0.004", the hub bearing assembly should be replaced.

SSGM

Our improved design makes our Web Site easier to use, more interactive and features more technical installation and repair videos than ever before.

MORE PRODUCTS ● MORE INDUSTRY NEWS ● MORE VIDEOS ●

Log on to see the New

www.SSGM.com www.ssgm.com

p 28 Timken Tech Tips.indd 39

August 2011 SSGM 39

11/08/11 10:56 AM

SSGM BAYWATCH New Products

Valvoline Introduces UltraMax Products For Heavy-Duty Diesel Equipment Valvoline, a brand of Ashland Inc. has expanded its UltraMax product line with two new offerings formulated for superior performance and durability of heavyduty equipment. For the heavy-duty diesel market, the UltraMax Heavy Duty Engine Oil SAE 10W-40 is a full synthetic Valvoline formulation that exceeds the highest performance requirements of all major U.S. and European engine makers and industry bodies. UltraMax SAE 10W-40 Heavy Duty Engine Oil offers excellent high temperature film thickness and low temperature pumpability for extended wear protection under severe loading conditions. It achieves outstanding performance across a wide range of U.S. and European, EGR and SCR engine tests. A companion new product, Valvoline UltraMax Diesel Fuel Injector Cleaner, is Ultra Low Sulfur Diesel (USLD) compliant. Designed for use in trucks, city buses, off-road machines, specialty vehicles and other equipment, it can be used as a one-shot, in-tank treatment. UltraMax cleans harmful deposits from the entire fuel injection system. Contributing to fuel cost savings as well as lower maintenance, UltraMax Diesel Fuel Injector Cleaner provides outstanding deposit removal across a wide range of diesel injector types and is also effective when using B10 biodiesel fuel.

Valvoline www.valvolinehd.com

40 SSGM August 2011

p 40-53 Baywatch.indd 40

DynoMax Drone-Free Muffler DynoMax Performance Exhaust’s drone-free DynoMax VT muffler features a high-flow stainless steel performance design that controls irritating drone while ensuring maximum performance on a full-range of applications for cars, trucks and SUVs. The muffler, available in universal and direct-fit applications, is 100-per cent welded. The muffler offers the flow characteristics of the DynoMax Ultra Flo Welded muffler, through a straight-through unrestricted design that is dyno-proven to support up to 2,000 CFM and 2,000 horsepower. Built around a precisely calibrated, patented internal valve, the muffler also includes slotted bushing ends; exclusive Continuous Roving Fiberglass (CRF) technology that absorbs additional unwanted interior resonance and allows for a rich, deep performance tone; and a show-stopping DynoMax VT logo-embossed body and high-impact micro-finish.

DynoMax www.DynoMax.com

www.ssgm.com

09/08/11 1:32 PM

Three programs for the INDEPENDENT service provider

PLATINUM When it comes to business tools, doesn’t your business deserve the BEST? Best Auto gives your business the advantage of an affiliation with one of the largest, most reputable distribution networks in Canada - without compromising your independence.

Call 1-800-936-7708 or contact your local Bestbuy jobber to learn more.

p 41 Best Buy ad.indd 41

09/08/11 1:35 PM

SSGM BAYWATCH New Products

2012 VDO Electric Motors Line Adds 261 SKUs for Expanded Import and Domestic Coverage Continental Corporation, aftermarket supplier of VDO OE-engineered replacements parts, has introduced its new 2012 VDO Electric Motors catalog, which features expanded applications for VDO blower motors, cooling fan motors and fan assemblies. The addition of 261 new part numbers brings the full line VDO program up to 1,505 SKUs and offers coverage and availability for import and domestic cars, SUVs, vans and light trucks up to model year 2011. Continental has added 215 new SKUs to its OE-quality VDO fan assemblies and 46 new blower motor part numbers to its VDO blower motor program. The complete electric motors line is featured in the 2012 catalog, which also presents the fan assemblies in a special look-up section designed to make it easy for technicians and counter personnel to choose between a complete fan assembly and a motor-only replacement.

Continental Corporation www.vdo.com/usa

42 SSGM August 2011

p 40-53 Baywatch.indd 42

OTC Offers Battery Replacement Reset Procedures Manual OTC, an SPX Brand, released its Battery Replacement Reset Procedure Manual (P/N 3220) that provides vehicle information and procedures for the removal and installation of vehicle batteries. The OTC 3220 manual covers domestic and import vehicles from 2000 to 2011 model years and offers the best information available today for servicing vehicles that have had battery service, replacement and/or loss of electrical power. The new OTC manual is available in a book (P/N 3220) or CD format (P/N 3220CD).

OTC www.otctools.com

www.ssgm.com

09/08/11 1:32 PM

SATISFACTION. GUARANTEED. Long Parallel Nose Down Design Reach tight areas that straight or tapered nose sockets can’t, for greater versatility.

Opti-Torque System Applies torque to the fastener sides reducing corner round off, protecting fasteners from damage and applying more torque.

High Visibility Laser and Impression Stamped Size Markings Identify sockets quickly even in poorly lit areas.

150° Chamfer on the socket and drive end for better grab, consistent pressure and easier use.

Precision Manufacturing Process High performance alloy steel, with advanced heat treating process and precise quality controls provides the ultimate in strength, durability and consistent performance.

TRY IT FREE Try Matco’s new ADV Impact Socket FREE and Save 5% on the set.

Ask your participating Matco Tools Distributor for details.

More advantages than any other socket line It starts with Opti-Torque to put the brakes on corner round off, plus long parallel nose down design to get into places other sockets can’t. Once you try them, ADV impact sockets will be the go-to in your toolbox. Ask your Matco Tools distributor about this stronger, smarter breed of impact socket and how you can try them free today.

See the ADV line of impact sockets in action www.matcotools.com/adv

SERVICE. TRUST. RESULTS.

866.289.8665 I WWW.MATCOTOOLS.COM

© 2011 Matco Tools. All Rights Reserved Matco Tools and their respective logos are trademarks or registered trademarks of NMTC in the United States and in other countries. ®

ADV_TryIt_20110605_Ad.indd 1

7/7/11 10:40 AM

p 43 Matco ad.indd 43

11/08/11 7:47 AM

|| Belts continued from page 20

“The integrity of the belt today is being challenged today by all of the different accessories inside a vehicle,” adds Hay. “In some cases, there can be nine to twelve different pulleys under the hood of a vehicle, taking care of such things as the power steering, the air conditioning, the alternator, for example. So it is very easy for a pulley to get ‘out of whack,’ or misaligned, which is why it is so critical that pulleys be aligned properly.”

Hay says when a misalignment happens, it will eventually force a new belt out of the pulley and cause it to hang either to the left or the right, thereby causing the ribs of the new belt to come into too much contact

with the side of the pulley. This will produce that annoying noise that will send a vehicle owner back to the shop.

SSGM’s technical editor Jim Anderton has a video which demonstrates Dayco’s Belt Alignment Kit and its tools to ensure proper pulley alignment: http://www.ssgm.com/videos/ play/?plid=1000519755.

Something else to remember, and one emphasized by everyone spoken too by SSGM. When installing a new belt, use fresh gloves to prevent any errant dirt, grease or lubricants from getting onto the belt; or using a screw driver or crowbar to get the belt onto the pulley, as either will damage the belt and cause premature failure. SSGM

CRP Automotive introduced in 2007 the Pro Series ContiTech Timing Kits. More than 98 kits come complete with a Conti­Tech timing belt, tensioners (hydraulic when applicable), idlers and a water pump — each part OE-quality.

Canadian Distributors

44 SSGM August 2011

p 18-20 44 belts.indd 44

CRP’s Conti Uni-Tool Elast is designed to prevent any damage to Elast belts when being installed in a vehicle.

www.ssgm.com

09/08/11 1:19 PM

SSGM BAYWATCH New Products

Ken-Tool Has Released New T39B Impact Separator Tool The T39B Impact Separator uses a proven slide-ram design to remove ball joints, tie rod ends and shock links during replacement service – replacing the traditional hammer and fork. It provides the technician with a quick, safe and efficient means to remove worn suspension components from the vehicle. The T39B Impact Separator tool includes two interchangeable 9” (22.9 cm) forks made from heat-treated, forged alloy steel. The T39B-1 fork has a 5/8” (0.6250 in.; 1.59 cm) opening designed to remove tie rod ends and shock links, while the T39B-2 fork uses a 15/16” (0.9375 in.; 2.38 cm) opening for ball joint service. A quick exchange pin with a safety clip allows the forks to be rapidly replaced. The Impact Separator tool weighs 11 lb. (5 kg.) with a fork installed. Individual replacement forks are available. The 6-lb. (2.7 kg.) slide ram is made from solid round steel bar stock to drive more energy into the fork to separate the worn component quickly and efficiently. Each strike delivers a strong, focused blow with reduced shock to the operator’s hands. The Ken-Tool Impact Separator features a rubber safety-grip drive handle and a

www.ssgm.com

p 40-53 Baywatch.indd 45

vibration absorbing rubber grip on the outer tube to protect the operator from shock and provide a positive, slip-free grasp.

Additionally, a protective flange at the top of the tube helps to prevent pinching the technician’s hands.

Ken-Tool www.kentool.com

August 2011 SSGM 45

09/08/11 1:33 PM

SSGM BAYWATCH New Products

Federal-Mogul’s MOOG Introduces Line of Wheel Hub Assemblies Federal-Mogul is bringing the MOOG steering and suspension brand’s problem solving expertise to the wheel hub assembly category with a comprehensive new line of hub assemblies for millions of foreign nameplate and domestic vehicles. The new MOOG hub assemblies incorporate a variety of exclusive design features to help service providers deliver longer lasting, problem-solving performance for nearly any popular latemodel domestic vehicle as well as “Asia-Spec” and “Euro-Spec” foreign nameplate applications. Each MOOG hub assembly features an exclusive, premium integral oil seal that eliminates bearing contamination and ABS performance issues associated with many competing products. Key features of MOOG hub assemblies include: Integral raceways that ensure proper clearance between ball and bearing riding surfaces for superior performance and durability; OEM-approved bearing designs that eliminate the need for relubrication and help ensure cooler operation; and OEM ABS sensor and plug for a superior connection and strong, reliable ABS signal.

Federal-Mogul www.moogproblemsolver.com

Simply the Best!

Best Service • Best Quality • Best Value Call NOCO for your quote today!

Mahle Clevite Releases Victor Reinz European Gasket Catalog Mahle Clevite Inc. announced the release of a new Victor Reinz Gasket Catalog featuring European coverage. The catalog features expanded coverage specifically on import vehicles from model years 1990 to 2011. The new European-specific catalog contains over 1,000 light vehicle gasket part numbers that fit over 76,000 applications. The catalog also includes specially designed gaskets for Mercedes-Benz, Audi, Volkswagen and BMW, featuring the Victor Reinz patented Wave-Stopper technology.

Mahle Clevite www.mahleclevite.com

NOCO Lubricants Company Distribution Inquiries 1-800-414-NOCO For orders call 416-201-9900 46 SSGM August 2011

p 40-53 Baywatch.indd 46

www.ssgm.com

09/08/11 1:33 PM

CARS_Ad_large_new_E.pdf

1

11-07-22

1:57 PM

Train better, train smarter with CARSessentials!

The FREE online skills-assessment tool from CARS that can help you train employees faster AND spend training dollars more wisely. » make better hiring decisions » leverage your existing training » develop high-quality employees more easily » maximize your training dollars

Get more bang for your training dollar Whether it takes place at work, online or in the classroom, job training costs time and money.

That’s why “essential skills” like reading, problem-solving, math and computer skills are so important.

These skills are the foundation for ALL types of learning. Employees with strong essential skills are easier to train, learn faster and retain more.

Unfortunately, measuring these skills can be difficult. Until now.

CARSessentials is a free online tool that helps you assess the essential skills of both employees and job candidates. It also provides suggestions for training—and where to find it—so that skills gaps can be addressed.

Train better. Train smarter.

Why wait? Visit us online at www.carsessentials.ca and sign up NOW!

Join the discussion! Like us on Facebook at

www.facebook.com/carsessentials

This project is funded by the Government of Canada’s Sector Council Program

p 47 CARS Essentials ad.indd 47

09/08/11 1:36 PM

SSGM BAYWATCH New Products

Y-Lift LightsTthe Way toward Greater Bay Productivity Rotary Lift introduces an LED lighting system for its Y-Lift alignment and general service lifts. The new lighting kit includes two 140-inch strips of white LED lights to be attached to the inside of the Y-Lift’s runways.

LED lights provide crisp, white light without shadows and are more energy-efficient than other types of lighting. LED lights are also more durable and have longer life than other shop lighting options. If one LED does burn out, the others will remain lit. The LED lighting kit (part number Z100016BK) can be ordered with a new Y-Lift or easily retrofitted to a lift that is already in service.

Rotary Lift www.rotarylift.com

Federal-Mogul Introduces Wagner ThermoQuiet Brake Pads For 2011 Honda Odyssey, Hyundai Elantra, Other Popular Models Wagner ThermoQuiet brake pads are now available for several popular 2011 and earlier vehicle models, including the Honda Odyssey and Accord Crosstour, Hyundai Elantra, Ford Escape and other models. ThermoQuiet pads are designed and manufactured by Federal-Mogul Corporation. ThermoQuiet ceramic and semi-metallic brake pads help vehicle service providers eliminate brake comebacks by delivering quieter performance, superior stopping power and longer pad life. The new pad SKUs extend these unique benefits to nearly 950,000 vehicles registered in the U.S. or Canada. The following new Wagner ThermoQuiet pad sets are now

available through leading replacement parts distributors: QC152 for the 2011 Honda Odyssey and Accord Crosstour AWD (Ceramic, Front); QC1544 for the 2011 Hyundai Elantra (Ceramic, Rear); QC1047B for the 2011 Ford Escape (Ceramic, Front); QC1498 2011 for the Jeep Grand Cherokee (Ceramic, Rear); QC1507 CARS AD SERIES 2010 for the 2011 Chevrolet Traverse (Ceramic, Rear); MX1405 for the 2009-2010 Cadillac CTS HORIZONTAL FORMAT (Front); and the SX1041 for the 2004-2010 Infiniti QX56; 2005-2010 Nissan Armada; 2004 1/3 PAGE Nissan Pathfinder; 2004-2010 Nissan Titan (all Rear).

Federal-Mogul Corp. www.TQbrakepads.com

FIX IT RIGHT EVERY TIME ONLINE TRAINING FOR AUTOMOTIVE TECHNOLOGY PROFESSIONALS

CALL TODAY 1-888-224-3834 www.cars-council.ca Funded in part by the Government of Canada’s Sector Council Program

48 SSGM August 2011

p 40-53 Baywatch.indd 48

www.ssgm.com

09/08/11 1:34 PM

The Invisible Enemy S

By Mike Farrell, Curriculum Developer CARS

ummer is here and people are traveling to vacation destinations. With the hotter temperatures, trailer towing and air conditioning use, the vehicle’s cooling system becomes taxed. This could ultimately lead to overheating or a cooling system component failure.

The introduction of long-life coolants, extended oil and fluid change intervals means that vehicles are not in for service as often. The extended life coolants and the extensive use of aluminum in the radiators, heater cores and engine components can lead to internal corrosion. This condition is more evident as the coolant ages and becomes acidic. The acidic environment creates salts from the metals and minerals in the water. This increases the coolant’s voltage conductivity, allowing it to develop an electric charge—one cause of corrosion.

There are two different types of corrosion in the cooling system, natural and electrochemical. An example of natural corrosion would be the rotting of the radiator fins. Cooling system electrochemical corrosion has two forms, galvanic and electrolysis.

Galvanic corrosion is caused by the chemical reaction between dissimilar metals and does not require an outside voltage source. Electrolysis, on the other hand, requires an outside potential voltage source. The higher the conductivity of the coolant the greater the amount of electrochemical corrosion will be evident. If the vehicle’s negative ground connections are loose, corroded or missing, the electrolysis will be more severe.

The electrical charge in the cooling system results from several different sources. Static electricity is created by the friction of the coolant and water solution against two dissimilar metal surfaces (cast iron and aluminum).

The engine block on many of today’s vehicles is used as the electrical negative circuit for many vehicle systems. www.ssgm.com

p 49 CARS advertorial.indd 49

This causes electrical current to flow through it. The water in the coolant solution captures the voltage charge.

The engine management system with all the sensors, computers and fuel injectors also contributes to the cooling systems becoming electrically charged.

As the corrosion inhibitors in the coolant wear out they can no longer protect the cooling system components. As the coolant changes from an alkaline solution to an acidic solution, electrolysis begins to corrode engine and cooling system components. Long Life Organic Acid Technology (OAT) and Hybrid Organic Acid Technology (HOAT) coolants should be changed at the recommended manufacturer’s intervals, the general rule of thumb being five years or 160,000 km.

(100,000 miles) whichever comes first.

If the customer is unsure of the coolant’s age, begin by testing the pH level of the coolant. Test strips are readily available. The pH scale ranges from 0 to 14 with any number below 7 being acidic and any number above 7 alkaline. Regular ethylene glycol coolant has a pH range of between 9.0 and 10.5 and the long life coolants (OAT and HOAT) have a range of between 7.5 and 8.5. If the pH level for OAT and HOAT coolants drops below 7.0, synthetic materials often used for intake manifolds, thermostat housings and radiator tanks will begin to deteriorate. If the pH reading is above 9.0, the solder and aluminum parts can be affected.

To test for galvanic corrosion insert the positive end of a digital multimeter (DDM) into the coolant at the radiator cap and then attach the negative lead to the battery negative post. The initial voltage reading should be ignored because the coolant solution will begin to react to the test lead. Wait several minutes before taking the reading. If the voltage reading is under 200 mV galvanic activities are not severe.

When testing for electrolysis, leave the positive lead in the coolant but

move the negative lead to the engine ground or the alternator housing. Start the engine and allow the idle to stabilize. Take an initial reading with no accessories on. If the reading stays below 300 mV begin to turn on components that will cause a draw on the electrical system such as the headlights or air conditioning system. So long as the voltage reading stays below 300 mV there is no problem with electrolysis. A normal reading for both galvanic and electrolysis corrosion is 50-70 mV. The correction for electrochemical corrosion is coolant replacement. Once the electrical charge is present in the water it cannot be removed. The entire cooling system must be flushed, not just drained and refilled. After completing the cooling system flush recheck for electrochemical corrosion. If the readings are still above the 50-70 mV mark flush the cooling system again but use distilled water to mix with the coolant.

Distilled water does not contain minerals and salts that assist the water to conduct and carry an electrical charge.

By checking and verifying the pH and electrical charge in the cooling system after a repair, the potential for a comeback can be reduced.

For more information on automotive technology visit CARS OnDemand training at: www.carsondemand.com If you have completed any of the Advanced Technology CARS OnDemand courses, CARS would appreciate you taking the time to complete a short 3 minute survey.

To access the survey please go to the CARS website, log-in and under “Account Details” choose “Participants Surveys” — “Advanced Technologies Student Survey.” Your feedback is important to us.

August 2011 SSGM 49

09/08/11 1:37 PM

SSGM BAYWATCH New Products

Dynotech Engineering Offers Driveshafts For 2002 And Earlier Camaros

For performance-oriented Camaro owners, Dynotech Engineering Services offers custom replacement driveshafts for 2002 and earlier model year Chevrolet Camaros. Dynotech driveshafts are hand assembled; computer welded and high-speed balanced at a minimum of 5,000 RPM to the highest standards in the industry. Available in steel, aluminum or chrome moly, the replacement Camaro driveshaft ships free within 2-3 business days in the contiguous U.S. The custom Dynotech Camaro driveshaft comes in three construction designs: drawnover mandrel (DOM) steel, 6061-T6 aluminum and chrome moly. The DOM steel model has 3.0-4.0-inch diameter, 0.065-0.95-inch wall thickness and is stronger than stock, making it perfect for high performance street and racing applications.

Dynotech’s 6061-T6 aluminum driveshaft is available in 3.0-4.0-inch diameter and 0.125-inch wall thickness.

Ideally suited for street performance and racing, the aluminum model weighs about 8 lbs. less than stock. The chrome moly model has 3.0-3.5-inch diameter, 0.083-inch wall thickness and is slightly heavier than stock, but can handle cars making over 900 HP, making it ideal for high performance and racing applications.

Dynotech Engineering www.dynotechengineering.com

50 SSGM August 2011

p 40-53 Baywatch.indd 50

Amsoil Introduces New Break-In Oil The Amsoil SAE 30 Break-In Oil allows quick and efficient piston ring seating and protection for new and rebuilt engines. Cam lobes, lifters and rockers are protected by anti-wear additives during the critical breakin period when wear rates are the highest.

In addition, increased film strength protects rod and main bearings from damage.

Formulated with no friction modifiers, Amsoil Break-In Oil allows sharp peaks on newly honed cylinder walls to partially flatten. This results in a larger surface area for the ring face to seat against, while allowing the formation of a dynamic seal that increases horsepower, compression and torque. High performance and racing engines often utilize aftermarket parts intended to increase torque and horsepower, resulting in added stress that can rupture the oil film responsible for preventing harmful metalto-metal contact on rod and main bearings. Amsoil Break-In Oil contains high levels of zinc and phosphorus additives designed to provide the anti-wear protection required during this critical period.

Amsoil www.Amsoil.com

www.ssgm.com

09/08/11 1:34 PM

TACT Team Management || continued from page 26

try needs to look in the mirror. There is something in how we view the process of servicing and repairing vehicles that keeps setting us up to have low productivity. This is a topic worthy of a year’s worth of articles, but I will begin with some simple basics to start with.

Many shops think of scheduling as just writing down the customer’s name and phone number so it is not forgotten. As well, there is a view that the more cars booked in a day the better. In addition, we have taught the consumer that the appointment we give them is with the technician, which causes no end of frustration when the technician is still tied up on another vehicle and the customer begins to ask why their car is not being worked on yet. When you add up all the time of pulling technicians off jobs and reassigning them to others, of driving vehicles in and out of the bays, of trying to squeeze in “will wait” appointments, most shops loose at least an hour per technician per day.

Three suggestions are: 1) When you make an appointment with a customer make sure that you and the customer understand that the appointment is with you, the service advisor, and not with the technician that will be working on the car. Explain that you will need a few minutes to review the customer’s concerns regarding the vehicle and then will assign the vehicle to the next available technician. 2) Explain to the customer how long you will need the

vehicle for and offer rides or courtesy vehicles so that the vehicles can be left for a decent length of time. Remember to under promise and over deliver. Ask them to leave the car longer than you actually might need it and surprise them when it is done sooner. 3) Limit the number of “will wait” appointments you offer in a day and only offer them at certain times of the day. For example, offer one or two first thing in the morning and maybe one or two right after lunch.

Offering a “will wait” appointment at 10 o’clock in the morning sets you up for failure right away. What happens if all the earlier vehicles are stuck on the hoist due to unforeseen challenges?

Finally, sold hours per invoice. The main reason why the industry averages 1.1 sold hours per invoice is the fact that we are only doing the one thing the customer asked for. The customer asks for an oil change or they come in for a brake noise or they come in with the check engine light on. We solve that one problem and send them on their way.

We rarely ask them at the time of the write up if they have any other concerns with their vehicle.

Many shops do not offer to inspect the vehicle to ensure that it is safe, reliable and economical to operate. Most shops do not test drive the vehicle before they service it to see if there are any noises, rattles, or other concerns that the average consumer would not identify.

Get back to enjoying your business!

Learn how to improve your repair facility’s profitability, productivity and reduce your stress.

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.

Topics include: � SHOP SYSTEMS & PROCEDURES � ADVANCED SERVICE ADVISOR SKILLS � PROFIT IMPROVEMENT STRATEGIES

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.

3 Day Shop Management Course - This interactive training

course will teach owners to take better care of your customer, save them money and allow your shop to be more profitable than ever before.

PROSHOP Performance Groups – This is a once a month program, where automotive repair facilities come together to receive training, solve concerns affecting their business, implement solutions and take better care of their customers.

Just contact Lee Meunier, Toll Free at 1-866-489-8228 (TACT) or by email Lee@proshopmanager.ca

Brought to you by TACT Total Automotive Consulting & Training Group

www.ssgm.com

p 26,51 TACT.indd 51

Don’t Be Afraid Of Your Customer

You may say to me, “W5 just slammed us for up-selling customers and not even solving the problem they came in for; how in the world can I sell them more than what they came in for?” I am not talking about up-selling. I am talking about informing and educating the customer about the condition of their vehicle and what it requires to keep from having costly and unexpected breakdowns.

How many times has it happened in your shop that a customer comes in with a problem and asks, “Why did you not see that when you were working on my car?” or “Ever since you worked on my car it has three other problems”.

Our first response is to blame the customer. We say things like “The customer never asked us to look at that other area of the car” or “Those problems are completely unrelated. How can they blame us for that?”

When a customer drops of their vehicle we should take the time to listen to their concern or concerns very carefully and assure them that they have been heard, and that there will be an estimate before the shop proceeds.

Then ask them if they have any other concerns with the vehicle, which will prompt them to remember other issues.

Then inform them that included in your service today is a short test drive and a visual inspection. Explain that the purpose of these is to keep them informed about the condition of their car, that there is no obligation to buy today, but that they will be given the options of how to proceed, either over the phone or when the vehicle is picked up, whether it is a safety related repair, or an item of preventative maintenance.

We need to stop being afraid of our customers. They are relying on us for our professional opinion. Provide that to them and then leave the choice up to them whether to spend their money with you or not. I guarantee that when your customers sense you are doing this for their benefit and not just for a sale, the sales will still happen. Figure out the why, and the how and what look after themselves. More on your “why” and productivity next time.

SSGM August 2011 SSGM 51

09/08/11 1:24 PM

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”

AUTOMOTIVE RECYCLERS 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

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

Experienced Shipping Department to Ensure Parts Arrive Safely.

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

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”.

ADVERTISERS’ INDEX

Advertiser Page # Website ACDelco. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 56. . . . . . . . . . . . . . . . . . . . . . . . . . . . www.ACDelco.com Best Buy. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 41. . . . . . . . . . . . . . . . . . . . . www.bestautosolutions.ca Robert Bosch. . . . . . . . . . . . . . . . . . . . . . . . . . . 2,3. . . . . . . . . . . . . . . . . . . . . . . . . . www.lightemup.com CARS Council. . . . . . . . . . . . . . . . . . . . . . . . . . . 48. . . . . . . . . . . . . . . . . . . . . . . . . . www.cars-council.ca CARS Essentials. . . . . . . . . . . . . . . . . . . . . . . . . 47. . . . . . . . . . . . . . . . . . . . . . . . . www.carsessentials.ca CRP Industries. . . . . . . . . . . . . . . . . . . . . . . . . . 17. . . . . . . . . . . . . . . . . . . . . . . . . www.proserieskit.com Dayco Products. . . . . . . . . . . . . . . . . . . . . . . . . 20. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.dayco.com Equus. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 42. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.equus.com Ford Motor Company. . . . . . . . . . . . . . . . . . . . 31. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.ford.ca Honeywell Consumer Products. . . . . . . . . . . 21. . . . . . . . . . . . . . . . . . . . www.Fram Advantage.com Honeywell Consumer Products. . . . . . . . . . . 13. . . . . . . . . . . . . . . . . . . . . . . . . . www.honeywell.com Identifix. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5,7. . . . . . . . . . . . . . . . . . . . . . . . . . . . www.identifix.com Matco Tools. . . . . . . . . . . . . . . . . . . . . . . . . . . . 43. . . . . . . . . . . . . . . . . . . . . . . . . www.matcotools.com Monaco . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40,50 . . . . . . . . . . . . . . . . . . . . . . www.monaco-group.ca NGK Spark Plugs. . . . . . . . . . . . . . . . . . . . . . . . 11. . . . . . . . . . . . . . . . . . . . . . www.ngksparkplugs.com NOCO Lubricants Company. . . . . . . . . . . . . . . 46. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.noco.ca Rocky Mountain Imports . . . . . . . . . . . . . . . . 38. . . . . . . . . . . . . . . . . . . www.rockymountainimports Ross Tech LLC. . . . . . . . . . . . . . . . . . . . . . . . . . . 44. . . . . . . . . . . . . . . . . . . . . . . . www.VCDS -ProKit.com Schaeffler Group Automotive Aftermarket. 29. . . . . . . . . . . . . . . . . . . . . . . . . . . www.lukclutch.com Shell Canada. . . . . . . . . . . . . . . . . . . . . . . . . . . 23. . . . . . . . . . . . . . . . . . . . . . . . . www.shell.ca/vpower SPX. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.otctools.com Valvoline Oil Canada . . . . . . . . . . . . . . . . . . . 27,55 . . . . . . . . . . . . . . . . . . . . . . . www.valvolineoil.com VDO. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16. . . . . . . . . . . . . . . . . . . . . . . . . . . . www.vdo.com/usa Veyance Technologies. . . . . . . . . . . . . . . . . . . 19. . . . . . . . . . . . . . . . . . . . . . . . . www.goodyearep.com VL Communications. . . . . . . . . . . . . . . . . . . . . 53. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.vlcom.com Wakefield Canada . . . . . . . . . . . . . . . . . . . . . . 25. . . . . . . . . . . . . . . . . . . . . . . . . . . . www.wakefield.ca 52 SSGM August 2011

p 52 Internet Directory and ad index.indd 52

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

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.

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

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

Go to www.ssgm.com to see the latest technical videos and tools tests with SSGM Magazine’s Technical Editor Jim Anderton.

www.ssgm.com

11/08/11 11:28 AM

SSGM BAYWATCH New Products

Hunter’s Alignment Quick Check Boosts Alignment Sales

Hunter’s Alignment Quick Check system helps sell more service by producing printed alignment readings of a vehicle in under 60 seconds. Presenting vehicle owners with easy-to-read, color-coded printouts increases the likelihood gaining a service authorization, if an alignment is needed. Shops can offer the quick checks at little or no cost on all vehicles that come in for any kind of service to generate more alignment work and take full advantage of one of the most profitable auto repair services. To perform the check, a technician simply positions the vehicle in front of the sensor pedestals, mounts the targets, rolls the vehicle forward to compensate the sensors and capture the measurements, and scans the VIN to recall that vehicle’s specifications.

Hunter Engineering Company www.hunter.com

Snap-on 18-Volt Cordless Grease Gun Heavy duty performance in all conditions is a must for professional service technicians.

Snap-on’s 18-volt cordless grease gun (CGG4850) features: flexible in cold weather, 7500 PSI hose that operates at minus five degrees; a highimpact nylon housing that has durable high-impact strength, giving it longer tool life; bulk or cartridge compatible refill; over-molded comfort cushion trigger; all-steel slide crank mechanism; and an all-steel gear box is more durable than competitors’ plastic gear tools, resulting in longer tool life. The Snapon 18-volt cordless grease gun set also includes two 18-volt batteries, a charger and a plastic storage case. In addition, the Snap-on mobile charger (CTC628) and light (CTLED4918) are available accessories for use with the CGG4850.

Snap-on www.snapon.com www.ssgm.com

p 40-53 Baywatch.indd 53

Beck/Arnley Introduces OE Automatic Transmission Fluid for Type HP/Matic J Beck/Arnley’s Premium OE Automatic Transmission Fluid for Type HP/ Matic J vehicles is a superior quality formulation of high-performance base oils and carefully selected additives, including a unique mix of friction materials for the specific pressure settings present in Subaru, Nissan and Infiniti automatic transmissions, which helps promote optimum shift quality. Use Beck/ Arnley Premium OE Automatic Transmission Fluid for Type HP/ Matic J where Type HP, Matic D, or Matic J automatic transmission fluid is required for Subaru, Nissan, Infiniti, and other make vehicles.

Beck/Arnley www.beckarnley.com August 2011 SSGM 53

09/08/11 1:35 PM

2011 SSGM Garage of the Year Presented by:

Valvoline Professional Series, a comprehensive line of professional-grade service chemicals

Now, We Do It All!

Who has the best shop in Canada?

The 2011 SSGM Garage of the Year, presented

by Valvoline, seeks to recognize the very best independent service provider in the Canadian automotive aftermarket.

I Nominate:_________________________________ Garage Name________________________________ Owners Name_______________________________ Address_____________________________________ Phone(____)_________________________________ The reason I believe this nominee deserves this award is: ____________________________________________________ ____________________________________________________

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

Make copies and simply ask your customers, suppliers, members of your community or even competitors to complete this form. Return all your nomination forms by fax or mail to SSGM

by September 20, 2011, or be nominated online at ssgm.com.

The finalists will be identified in the October issue of SSGM and the winner will be announced in the December issue.

Valvoline lauto.indd 1 p 54 Garage of the Year.indd 54

____________________________________________________ ____________________________________________________ ____________________________________________________

My Name:__________________________________ Address_____________________________________ Phone(____)_________________________________ Nominate your choice online at www.ssgm.com or complete and mail this form at left to:

SSGM Garage of the Year

12 Concorde Place, Suite 800, North York, ON M3C 4J2 or fax to: 416-510-5140

3/25/11 8:40 AM 09/08/11 1:38 PM

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.

And only one oil works in his engine.

More ASE-certified top mechanics use Valvoline in their own cars.* Mechanics can use any oil they want. They choose the one with a proven reputation for quality, protection and a history of innovation. Valvoline.

100 YEARS UNDER THE HOOD.

TM

p 55 Valvoline ad.indd 55

09/08/11 1:39 PM

99-5305 I Client: ACDelco I Project: ACE Trade Ad I Date: 11-03-08 I Trim: 8 1/8 x 10 7/8” I Bleed: 1/8” I Colours:

C

M

Y

K I Ad#: ACD-ACE-11-4CF-500-EN

CMG MARKETING • 1125 Leslie St, Toronto, Ontario M3C 2J6 • T 416.646.3050 • F 416.646.3051

I Docket#:

p 56 AC Delco ad.indd 56

09/08/11 1:39 PM