Service Station & Garage Management November 2011

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

NOVEMBER 2011

BRAKE FLUID

CHANGE Direct or Universal Fit Starter, Alternator Diagnostics

www.ssgm.com

SSGM Nov11 p01 cover.indd 1

14/11/11 8:28 AM

S3000

©2011 ALLDATA LLC. All rights reserved. ALLDATA is a registered trademark and ALLDATA Repair S3000 is a mark of ALLDATA LLC. All other marks are property of their respective owners. CA-12-00786

Get to the REPAIR faster!

2.0 4.9

Customer Communication Tools When so much information is available, it’s ALL about the search.

Power-search the industry’s most complete database of OE repair information and get to the repair faster. The advanced search feature in ALLDATA Repair S3000 returns all relevant information in seconds! Plus, it’s the industry’s first information system that can display multiple articles, diagrams and TSBs at the same time!

Over 300,000 technicians are more productive every day with ALLDATA. Call or visit us online and join the information revolution.

ALLDATA is the industry leader for a reason ... We deliver the most information in the shortest time, so you can pick up the wrench faster.

800.697.2533

SSGM Nov11 p02 All Data AD.indd 2

Shop Management Software www.alldata.ca

S300 S3000

INFORMATION. INTEGRATION. INNOVATION.

Industry Leader of OEM Repair Inform

10/11/11 6:03 AM

ReadyMount

™

Strut Assemblies

Precision Engineered

Get Ready to get more.

Precision engineered to OEM specs. Higher-quality components that are individually- and unit-tested.

Fit-Tested

And the comfort of knowing that every new ReadyMount™ design is 100% Fit- and Ride-tested by our technical experts. When it comes to pre-assembled struts, nothing is greater than the sum of our parts.

Ride-Tested

800.999.3903 Find out more at Gabriel.com facebook.com/theoriginalgabriel or

Learn more!

Scan to watch our latest Answerman video!

GR-118203 SSGM November ReadyMount Full Page Ad_c01.indd 1

10/20/11 2:30 PM

SSGM Nov11 p03 Gabriel AD.indd 3

10/11/11 6:03 AM

SSGM what’s inside November 2011

Vol. 41 No. 9

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 DIRECTORS Ron Taylor, Andrea M. Smith

See Page 12

PRODUCTION MANAGER Steve Hofmann (416) 510-6757

See Page 16

PRINT PRODUCTION MANAGER Phyllis Wright

Reader’s Choice Tool Award Winners This year’s winners cover a range of important tools for independents. . . . . . . . . . . . . . . . . 10

Brake Fluid Change

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

Driver need to be told that brake fluid must be inspected, changed regularly. . . . . . . . . . . . 12 AWARD-WINNING MAGAZINE

Direct or Universal Fit It’s an old battle, but one that is made with every vehicle’s exhaust work. . . . . . . . . . . . . . . 16

Starter, Alternators Keeping a vehicle on the road means checking these systems regularly. . . . . . . . . . . . . . . . 20

Your Greatest Asset Success in business comes in knowing that you have all the information at hand to succeed. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Boosting Your Sales Phil Sasso finds great service is not enough for sales success. . . . . . . . . . . . . . . . . . . . . . . . 28

Departments Editorial. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 News. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Baywatch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 37 Internet Directory. . . . . . . . . . . . . . . . . . . . . . . . . . 38 Advertiser Index. . . . . . . . . . . . . . . . . . . . . . . . . . . 38

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

4 SSGM November 2011

SSGM Nov11 p04 TOC.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 80 Valleybrook Drive Toronto, ON M3B 2S9 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

10/11/11 6:05 AM

COLORS 4/0 CMYK

oEm SErvicE & rEpair

From no-Start to FiniSh. nEW

From idEntiFix

dirEct-hit noW includES oEm SErvicE & rEpair tm

Direct-Hit is your complete source for vehicle diagnostics, maintenance, service & repair. From the minute your customer brings in their vehicle to the moment they drive away happy, you can count on Direct-Hit for everything. Our industry exclusive, short-cut diagnostics streamline time consuming trouble trees, while genuine OEM service & repair information helps you finish the job with speed, accuracy and confidence – all from one online tool. Only with Direct-Hit.

call today For your pErSonal onlinE tESt drivE! 1.800.745.9649

identifix.com | 1.800.745.9649

IDEN02 No-Start SSGM.indd 1 SSGM Nov11 p05 Identifix AD.indd 5

10/12/11 2:43 PM 10/11/11 6:05 AM

CLIENT Identifix

thE ultimatE onlinE tool diagnoSticS maintEnancE

|| Tom’s Editorial

Your Online Reputation: THE SEQUEL M

By Tom Venetis, Editor

It is easy to react aggressively online to unwarranted, rude or close-to-slanderous comments. That will only fuel speculation amongst some that you are not to be trusted or reinforce negative perceptions about your business.

y editorial on Internet reputation generated a lot of requests for guidance on how to protect one’s business reputation online.

The truth is, protecting the reputation of your business online is not easy.

Rumours spread fast and once out there, they are difficult to put down. That is what Toyota is experiencing right now. No matter how many studies and investigations are made, there will always be someone who will challenge the findings and continue to spread false and misleading information. Even Shakespeare is not immune. A new film peddles the long-discredited theory that Shakespeare’s plays are, in fact, the work of Edward de Vere, 17th Earl of Oxford. Shakespeare was either a pseudonym used by the Earl or he employed an illiterate player to be credited with his works. No amount of scholarly and historical evidence for Shakespeare’s existence and his authoring of the plays can dissuade some; not just gullible film makers, but such persons as Mark Twain, Sigmund Freud and a couple of U.S. Supreme Court Justices have fallen for the Oxford thesis.

So how can you go about protecting yourself? First, if you have a Web site and you invite customer comments, you must have someone amongst your staff to review those comments. If there is a negative comment, don’t delete it. Find out who made the comment and contact them. Find out why they took to a forum to bring a criticism about your staff ’s work or service instead of coming to the manager, owner or service writer directly. You may find that customer felt intimidated by the staff or the cost of the work to go to someone directly with their concerns or questions. Vehicle repairs can be stressful to some and an anonymous forum posting is their way of overcoming that stress. Taking time to reach out to that vehicle owner and answering their questions will go along way to building your online reputation.

Do regular Google searches to see if your shop comes up on other review sites or blogs. Find out what they are saying about your staff and service. If comments are negative — and this is critical — do not go and post nasty comments back or get enticed into an online flame war. It is easy to react aggressively online to unwarranted, rude or close-to-slanderous comments. That will only fuel speculation amongst some that you are not to be trusted or reinforce negative perceptions about your business. If there are negative comments being made, find out why: are the comments by a former customer or is the someon repeating what they have read elsewhere on the Internet? Whatever the case, you must be patient and try to answer the concerns in an open and friendly manner. That attitude will pay off as people see you are serious about investigating what people are saying about your business.

In the end, you may find that nothing really can stop someone who has made it their mission to attack you online. In that case, your only course of action is to try to make others understand that this is one customer and their opinion does not reflect against all the others who have experienced excellent service at your shop. Use positive online customer comments as part of your proactive approach to dealing with concerns and to build your online reputation. Know that you will never convince everyone. Just don’t let that one comment go unchallenged for too long.

What do you think?

Have your say and speak your mind! letterstotheeditor@ssgm.com 6 SSGM November 2011

SSGM Nov11 p06 Tom Editorial.indd 6

www.ssgm.com

10/11/11 6:06 AM

Only available in Ontario.

Protect your business with the right insurance – PBL Insurance Limited’s Garage & Towing program.

Custom-designed for professional owners like you, the program features the coverage your business deserves with value-added benefits and superior service. Call or email us today for a competitive quote: 1-888-254-8294 | gt@pblinsurance.com www.pblinsurance.com

PBL Insurance Limited – Proudly protecting garage and towing business owners like you for over 10 years.

PBL-FullPgAd-Sept2011.indd 2 SSGM Nov11 p07 AVIA AD.indd 7

11-09-26 3:44 PM 10/11/11 7:20 AM

|| News Briefs Valvoline NextGen Motor Oil Available For Commercial, Industrial Customers

Valvoline announced the addition of two new NextGen motor oil products for commercial and industrial customers. NextGenPremium Blue SAE 15W-40 and NextGen All Fleet Plus SAE 15W-40 products will be available in bulk and drum sizes from Valvoline and other distributors starting as early as November.

The new oil formulas are made from 50 per cent recycled oil and deliver 100 per cent Valvoline engine protection. NextGen motor oil is great for engines and better for the environment, exceeding industry specifications with reduced environmental impact because recycling takes fewer resources than refining crude oil. NextGen Premium Blue and NextGen All Fleet Plus join the successful launch of NextGen passenger car oils that already have more than one million users since introduction this summer.

NextGen motor oil is the culmination of years of continued research, technology and innovation from Valvoline scientists coupled with advancement in the oil re-refining process.

Used oil is now refined with the same processes as crude oil. Since used oil actually contains fewer contaminants and more usable molecules than crude oil, the result is new, high quality base oil. NextGen takes advantage of the highest quality recycled oil and improves it with Valvoline’s awardwinning additives to make NextGen exceed industry specifications and match the high quality of other Valvoline oils. The re-refining process takes a lesser toll on our natural resources, making NextGen “better than new” oil.

Bosch, Mazda Sign EDR Re­trieval Tool License Agreement

Bosch and Mazda Motor Corporation have entered into a license agreement to allow Bosch access to Mazda Event Data Recorder (EDR) system information, for the purpose of supporting Mazda automobiles with the Bosch Crash Data Retrieval (CDR) tool. The CDR tool that is designed, manufac8 SSGM November 2011

SSGM Nov11 p08,34 News briefs.indd 8

tured and sold by Bosch is used by law enforcement, accident reconstructionists, government agencies and insurance companies to retrieve and translate EDR records.

Mazda is one more in a growing list of vehicle manufacturers that have agreements with Bosch to access this data. Bosch already has agreements with Chrysler, Ford, General Motors and Toyota to support EDR readouts from their cars and light trucks.

Starting in September of 2012, automobile manufacturers will be required to ensure that new light vehicles equipped with an EDR in their ECUs, allow EDR data to be retrieved by a commercially available tool, following a crash.

Mazda Supports a ACDelco Gives The Aftermarket Even More Training Options

ACDelco Canada has expanded their training course offerings for their Independent Service Centre Program members. The new training options are in addition to their existing comprehensive Total Service Support Program (TSS) suite of services. The additional training options mean the Canadian independent aftermarket in all areas across the country have even more opportunities to advance their skills.

“The expansion of our training services means that our valued TSS and ACDelco Automotive Care Experts members living in all areas of the country can pick and choose the training course path that works best for them,” commented Marcus Lyon, ACDelco marketing manager. “The new training enhancements really work to a shop’s advantage since they will now have access to classroom, customized in-shop, online and supplier-supported training, as well as upcoming virtual classroom training. This means the ISC community will now have the opportunity to have more face time with ACDelco where as in the past our country’s geography may have precluded some from accessing all of our great training options — this is now no longer the case.”

The TSS program offers a series of

training options as part of their membership benefits including ACDelco’s leading web based training courses as well as instructor-led training. Members will also have access to new training led by an ACDelco trainer including supplier hosted seminars and lunch & learns, as well as Virtual Classroom Training starting in 2012.

Virtual Classroom Training is a new learning technology that allows participants to engage directly with the ACDelco instructor, other participants, and subject matter experts, live over the Internet. Courses are designed to give technicians the ability to view the instructor, animations, graphics and videos related to the content. It allows new repair and diagnostic techniques to be quickly launched with direct instructor interaction. The VCT training course offering is exclusive to members of ACDelco’s TSS and ACDelco ACE programs.

ACDelco’s Lunch and Learns give a busy repair facility the chance to get their entire team trained on a specific new repair or diagnostic area. Trainers host a selected course right at the service centre’s place of business, which means everyone can access the course and take advantage of having the instructor on site to ensure they get all their questions answered.

ACDelco’s training Web site offers hundreds of technical courses including new hybrid training and specialty training. Online training includes video courses as well as short 20 minute TechAssists focusing on current repair challenges. Diagnostic training is also available where a technician can work through a variety of diagnostic scenarios. This leading edge training allows technicians to train at their own pace, starting and stopping a course based on their learning. Technicians can also chart and track their own training path as they go through the different types of training.

The ACDelco TSS and ACDelco ACE program is being offered through participating ACDelco Distributors.

Independent Service Centres can contact their local ACDelco representative for registration details.

News Briefs continues on page 34 www.ssgm.com

10/11/11 6:10 AM

An investment worth protecting Havoline with Deposit Shield ®

®

If there was a simple thing you could do to help protect all you have invested in your car, would you?

Every day your engine is under attack from abrasion and corrosion. Change your motor oil to Chevron Havoline

®

with the Deposit Shield formulation. In tests, Chevron Havoline delivered 30% more protection from corrosion ®

than the highest API standard requires*. So look for the shield and protect the things you value most.

Havoline.com *Compared to the API standard. See our test results on Havoline.com

protect what matters © 2011 Chevron Lubricants Canada Inc. All rights reserved. All trademarks are the property of Chevron Intellectual Property LLC.

Chevron Products are available from the following locations:

CHEvROn CAnADA LTD

LorDCo Auto PArtS

1500-1050 Pender St. West.

Vancouver BC V6E 3T4 Tel: (604) 668-5735

22866 Dewdney Trunk Rd. Maple Ridge BC V2X 3K6 Tel: (604) 466-4162 Toll Free: 1 (877) 591-1581

CHRIS PAGE & ASSOCIATES

RED-L DISTRIBUTORS LTD

14435-124 Ave. Edmonton AB T5L 3B2 Tel: (780) 451-4373

9727-47 Ave. Edmonton AB T6E 5M7 Tel: (780) 437-2630

THE UnITED SUPPLy GROUP Of COmPAnIES

Havoline_Investment_JobberN.indd 1 SSGM Nov11 p09 Chevron AD.indd 9

2031 Riverside Dr. Timmins ON P4R 0A3 Tel: (705) 360-4355

nORTHERn mETALIC SALES (GP)

HUSKy EnERGy CORPORATIOn

9708-108 St. Grande Prairie AB T8V 4E2 Tel: (780) 539-9555

707-8th Ave. S.W. Calgary AB T2P 1H5 Tel: (403) 298-6709

TRAnSIT LUBRICAnTS LTD

R. P. OIL LTD

5 Hill St. Kitchener ON N2G 3X4 Tel: (519) 579-5330

1111 Burns St. East, Unit 3 Whitby ON L1N 6A6 Tel: (905) 666-2313

UfA 4838 Richard Rd. S.W. Suite 700 Calgary AB T3E 6L1 Tel: (403) 570-4306 LUBRIfIAnTS SAInT-LAUREnT 2310 rue de la Province Longueuil QC J4G 1G1 Tel: (450) 679-8866

26/09/11 2:36 PM 10/11/11 6:11 AM

SSGM

Reader’s Choice Winners

AirSept www.fmsiinc.com Line Splice

Chicago Pneumatic www.cp.com CP7729 3⁄8" Impact Wrench

Posi-Lock www.posilock.com Hands-Free Hydraulic Bench Vise

Prevost www.prevostuas.com PS1 Truflate Safety Coupler

Global Leak Detection/ Smoke Wizard www.smokewizard.com GLD-40 Smoke Machine

Clore Automotive www.cloreautomotive.com Solar BA44 Digital Battery & System Tester

Mohawk Lift www.mohawklifts.com Swing Arm Safety Guard

Mac Tools www.mactools.com Diamond Grip Cleaners (ET8040)

Megatester Inc. www.megatester.com Megatester Multitester

Rotary Lift www.rotarylift.com Wireless Mach 4

Streamlight www.streamlight.com Knucklehead

Chief Automotive Technologies www.chiefautomotive.com EZ Liner Express

10 SSGM November 2011

SSGM Nov11 p10 Readers Choice Winners.indd 10

www.ssgm.com

10/11/11 6:13 AM

THE MOST IMPORTANT PART ABOUT SERVICE? THE PARTS. Start the job right with genuine Ford Motorcraft® parts, the only parts manufactured specifically for Ford and Lincoln vehicles. Take our remanufactured alternators.

Critical parts such as brushes and bearings are always replaced with original equipment components. That means peace of mind for you and your customers. 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.

14373_SSGM_R0_RotatingElectricalMagAd_8.125x10.875.indd 1 SSGM Nov11 p11 Ford AD.indd 11

10/21/11 11:17 AM 10/11/11 6:13 AM

|| Brakes

BRAKE Can you sell customers on a regular brake fluid flush, change?

FLUIDS

E

Educating the Customer

By Tom Venetis, Editor

The biggest hurdle a service writer will face is first explaining to a driver why changing brake fluid regularly is something that has to be done regularly. Most drivers know that not changing your motor oil or coolant regularly won’t kill you; it will just hit your pocket book very hard as contaminates build up and damage critical systems in an engine. The problem is that not changing brake fluid regularly will not only be costly it could very well cause the diver to have an accident.

So the first thing that has to be done is make sure the vehicle owner understands that changing brake fluid regularly is not just a maintenance issue, but a safety one as well.

It will be productive to first give a quick explanation to the vehicle owner of what brake fluid is as most have no idea that there exist different kinds of fluids and what brake fluid does or how it behaves over time.

The thing to first remind a vehicle owner is brake fluid acts as corrosion protection and lubricates the brake system 12 SSGM November 2011

SSGM Nov11 p12-14 Brakes.indd 12

components. A regular change of the fluid also helps the fluid better withstand the heat produced during braking. Old brake fluid will be less able to do so.

There are two common kinds of brake fluids used in today’s automobiles, those based upon Polyalkylene Glycol Ether and those containing Silicone or Silicium-based Polymer. Polyglycol Ether-based fluids are the most common brake fluids out there and come in a variety of designations, DOT 3, DOT 4 and DOT 5.1.

What is unique about these fluids is that they are hydroscopic. This means that they can mix with water and still perform their function in the brake system. Silicone-based fluids, referred to as DOT 5, are non-hydroscopic, so they will not absorb or mix with water.

Water is the enemy

So what does all of this mean to the driver of the vehicle?

thinkstockphotos.com

very driver knows that automotive fluids need to be regularly flushed and changed. Motor oils and coolants should be changed following the recommended maintenance schedule outlined in the owner’s manual, and such things as transmission fluids need to be inspected and changed regularly as well.

What about brake fluid?

If you ask a driver, they will likely look at you quizzically: Brake fluid? That has to be changed?

Don’t you do that only when you get new brakes?

The reality is brake fluid needs to be changed regularly, just as motor oils, transmission and coolants need to be changed. The challenge for independents is educating drivers on making brake fluid changes a part of a regular maintenance schedule.

www.ssgm.com

10/11/11 6:14 AM

“I MADE N E P P A H E G N A CH TCO A M H T I W S S BUSINEere no upfront fees: no franchise N W O Y M D E I STARTir low start-up costs. With Matco, ths.eArenwd because it’s a mobile francchhisisee, an ltie because of the no monthly roya asehold improvements. So my fr s— e fe g in is rt ve or le fees, no ad employees, rent, nancial freedom. r fo ay p to e av h e fi I didn’t quickly, giving m le b ta fi ro p e m a c be

E G N A H C E K YOU CAN MA

.

O O T N E HAPP M/jeff

AT OF MY STORY T S E R E H T E E ND S LEARN HOW A

GOMATCO.CO HISE OWNER

MATCO FRANC

Jeff Hartlieb

“

#1FRANCHISE MOBILE TOOL

Ranked by Entrepreneur Magazine

Call Matco direct today!

888.696.2826

Franchise_Canada_Ad_20111004.indd 1 SSGM Nov11 p13 Matco AD.indd 13

10/4/11 1:40 PM 10/11/11 6:15 AM

|| Brakes

Wally Marciniak, director of technical service with Affinia Under Vehicle Group provided a useful overview to SSGM Magazine of the safety issues surrounding brake fluids that will help a service writer answer this for a vehicle owner.

Take the issue of moisture. You can’t avoid it.

It is all around us, from rain to the moisture that is in the air. Ethylene Glycol-based brake fluids will over time absorb moisture from the surrounding air. That does not sound like much of an issue, but in reality it is. Brake fluid is made to have a high boiling point to withstand the high heat produced when the vehicle brakes. When new and without any water in the mix, brake fluid will boil at about 260°C. When moisture gets into the system that boiling point drops and can drop to the level close to that of ordinary water.

When this happens, the brake system is compromised.

Now, it has to be admitted that old brake fluid will work well for most normal driving conditions. When applying the brakes, the brake fluid will get warm, but it will likely never get to its boiling point which has been reduced by the accumulated moisture. The problems happen when the brakes have to work much harder than normal, say in a sudden brake stop from a high speed on the highway, for example; or when pulling heavy loads and the brakes have to work much harder and longer in order to stop the vehicle and the load it is pulling. Or when the car has to operate in very hot weather and there is a lot of stop-and-go traffic.

In badly deteriorated brake fluid the driver may discover that when applying the brakes the car simply does not stop.

The OTC 4598 Brake Fluid Tester is designed for checking the moisture content within the vehicle’s brake fluid. The unit features a tri-colored LED display for easy recognition that matches the moisture content with a color chart to determine brake fluid quality. (Green LED = Moisture less than 1.5 per cent – O.K.; Yellow LED = Moisture between 1.5 per cent and 3.0 per cent – Consider flushing; Red LED = Moisture greater than 3.0 per cent – Fluid should be flushed immediately).

Is there a safe amount of water?

Because moisture is the enemy, it is recommended that service shops regularly check and change break fluids every year or two years. A good ‘rule of thumb’ to follow is that if the fluid tests has two per cent moisture, it is recommended to change the fluid; if it gets to three percent, the brake system must be changed. According to the Car Care Council, two years or every 24,000 miles is the recommended change interval, and brake fluid should be changed every time new brake pads and shoes are installed on a vehicle.

To break it down for the vehicle owner, remind them brake fluid will absorb about one per cent of moisture per year, so by the time a vehicle reaches two years, the brake fluid could have a moisture level of two or three per cent. A two per cent level of moisture in the brake fluid will reduce the boiling point of Polyalkylene Glycol Ether DOT 3 brake fluid to some 75°C and DOT 4-rated fluid to 45°C. In any case, when it comes time to change the brake fluid, the whole system must be flushed. Drivers will sometimes confuse brake bleeding with flushing. There is a difference, and not just in terms of cost. A brake bleed normally involves a bleeding the air out of the system. Flushing is different as it is removing the old brake fluid and replacing it with new brake fluid. It is a more time consuming process and more expensive, but it has the important advantage of make sure contaminates are flushed out of the brake system Phoenix Systems’ V-12 DIY Reverse Brake Bleeder removes trapped air to create a firmer pedal, increased braking power and and new fluid is now operating responsiveness, and reduced vehicle stopping time. It can also provide a combination bleed including reverse, pressure, vacuum or those systems for improved bench to easily bleed ABS systems and clutches. braking performance. SSGM 14 SSGM November 2011

SSGM Nov11 p12-14 Brakes.indd 14

www.ssgm.com

10/11/11 6:14 AM

see clearly this winter CARQUEST has a full line-up of premium wiper blades to handle our harsh Canadian winter with fitments for Asian, European or Domestic vehicles.

Help your customers arrive at their destinations safely this winter.

Great people, great products, great prices!SM

CARQUEST.com

SSGM Nov11 p15 Carquest AD.indd 15

10/11/11 6:15 AM

|| Exhaust

Two flavours of

CATALYTIC CONVERTERS

G

rowing up when catalytic converters were introduced, I remember the scepticism many drivers of high performance autos felt towards these emission-cutting devices. No one liked them and most, if not all, people felt that all they did was rob cars of power. It was well known that many DIYers with muscle cars would substitute the catalytic converter with a straight pipe as soon as they drove their new vehicle off the dealer’s lot.

Thankfully, those days are long gone as everybody realizes that the catalytic converter is an essential part of a healthy car.

While catalytic converter problems are not too commonplace, they still occur and manufacturers offer replacement units in two product streams.

The direct fit catalytic converter is the more expensive of the two options as it comes complete with the mounting pipes and brackets. “The direct fit you just unbolt it at the service joint and bolt it back in,” said Pat Haynes, manager, North American Aftermarket Emission Technology for Walker Exhaust, a division of Tenneco. The universal fit catalytic converter is just the converter body itself. A less expensive option to purchase but the costs can be increased to your customer because there is more installation labour involved. “The universal converter is just the converter and you have to put everything else onto

16 SSGM November 2011

SSGM Nov11 p16-18 Exhaust.indd 16

By Nestor Gula it. You may have to try and salvage the pipes,” said Haynes.

“With the universal fit you have to cut and weld to install it,” said Joe Mercanti the Ontario & Western Canada regional manager for Bosal Canada Inc. “What you are finding these days is that the converter is made specifically for the vehicle as opposed to being universal. When you are putting in a universal converter you have to check and make sure that the holes are correct, that the flow is correct. It is not as simple as installing the direct fit converters. Now with the advanced electronics and with the O2 sensors, it is not as simple.”

The danger exists when a customer comes in with a catalytic converter that has failed that a technician will simply replace the converter, with a direct fit or universal, and that will be all.

“You still have to repair the thing that made the converter fail in the first place. You can’t just throw a new one in and hope that it solves the problem,” said Corey Smith, training manager with AP Exhaust.

“The installer or technician makes a determination which type of catalytic converter to install after testing the operating system and makes a determination why the converter failed,” he said. “They repair that area of need and then (he) makes a determination weather to install a direct fit or universal converter. If he goes the direct fit rout, he just purchases it and

thinkstockphotos.com

DIRECT or UNIVERSAL? Decisions, decisions...

www.ssgm.com

10/11/11 6:16 AM

50

75

90

100

Built with the most precious element of all…

3%

100

70

L: 7 x 10

30

100 40

40 100

40 100

T: 7.875 x 10.5

40 70 40

70 40 40

40 70 40

40 70 40

B: 8.75 x 11.25

70 40 40

3

10

25

Intelligence

100 60

We don’t just put more metal into our converters… we put more THOUGHT into them.

70

ISO 12647-7 Digital Control Strip 2009

30

Catalytic converter performance is determined by three variables substrate, washcoat and precious metals.

100

Walker ® Ultra® Catalytic Converters optimize all three variables, improving MIL performance and reducing emissions.

100 60

Walker Ultra converters deliver the right loading of precious metals,

A

100 60

100

70

30

with increased oxygen storage capacity and reduced tailpipe emissions, to help resolve vehicle emissions challenges for vehicles 1996 and newer.

www.walkerexhaust.com

WAL_110214_Intel_P4A v1.indd 1 SSGM Nov11 p17 Walker AD.indd 17

© 2011 Tenneco

3/7/11 4:25 PM 10/11/11 6:23 AM

|| Exhaust

Walker’s Ultra Converters are applicationengineered for specific vehicle emissions requirements and feature a higher loading of precious metals for problematic vehicles.

unbolts the old one and bolts in the new unit. Installing a universal is a bit more work.”

Deciding which unit to install is predicated on many things. Cost is a factor. “You need to assemble the universal fit most of the time,” said Cam Young of Cam’s Auto Service.

“The cost of the product is quit reasonable but cost of the labour is more extreme. When you go to a universal fit you have to cut the pipes and weld. Not all technicians are expert welders.” The service station also has to have all the equipment to do a proper job. “The direct fit is a nicer product, you will always get a good fit with it,” he said. “What we are finding, more often than not, is that direct fit converters give us less problems than a universal fit converter. We always give the customer the option. Let the client decide. The cost difference can be half price but that does not include the installation.”

It is important to note that the performance and the specifications of a direct fit and universal fit catalytic converter are identical. “The same converter bodies are used in the direct fit and universal units,” said AP Exhaust’s Smith. “The difference is that we make the whole direct fit assembly as opposed to somebody making it in their shop — cutting and welding pipe.” The converters are made for the specific vehicle. A universal converter is still specifically made for that class of vehicles. You cannot install a catalytic converter that is not made specifically for that car, be it universal or direct fit.

Where the decision is made weather to use a direct fit or universal is in terms of access to the converter. “It’s a job by job thing,” said Smith. “If you take a Ford Taurus or Mercury Sable, that is a very intricate configuration on most AP Exhaust’s direct fit exhaust and catalytic converter technologies are made to speed-up installation of exhaust replacement and avoid having to bend or fit pipe.

18 SSGM November 2011

SSGM Nov11 p16-18 Exhaust.indd 18

of their models. It is nasty enough that you would opt for a direct fit. Very few would choose to use a universal. It is less time consuming and less labour intensive. However, if you take a Chevy Cavalier and work at the converter there, it is easy to get at you cut the back pipe off the converter and replace the unit. It can be easily done. It is an application by application decision.”

Direct fit converters are gaining market share because of car design. “There is a more complex and smaller area to work in — where converters are sometimes put into new cars,” said Walker’s Haynes. “Typically, on newer vehicles, the catalytic converters tend to be closer to the engine and there is less area to work in.” Bosal does not make universal fit catalytic converters due to the complexity of installation.

“Now where converters are placed, the configuration that they are in and the access a technician has to them, it is not as easy as it used to be to mount the universal fit catalytic converters, said Mercanti. “They can be tucked up in the engine bay, where the converter used to be mounted on the underside of the body with good access to it.”

The industry is moving towards more direct fit catalytic converters because of the complexity.” Haynes said that the universal fit’s share of the replacement catalytic converter market was 82 per cent in 2006 and in 2010 it dropped to 57 per cent, losing 15 per cent market share in just four years.

“Over the next ten years you will have a total inversion of the mix when it will be 80 per cent direct fit and 20 per cent universal.” He adds, “General repair shops will tend to want to go with the direct fit converters because they usually will not have the equipment to do all the cutting and welding and sizing the converter to fit.”

Direct fit catalytic converters give a distinct advantage to the general repair shop over that of a dedicated “muffler shop.” “Many of the highly skilled exhaust guys are not equipped to do a proper diagnostic on the engine operating system,” said Smith.

“They put on a new converter, they change a few O2 sensors and they hope they have the problem solved. That balances with a full repair facility, that have all the scan tools and equipment, where they can do a thorough diagnostic on the vehicle and find out what really went wrong and fix the problem that caused the converter to fail and then determine what kind of converter needs to be installed.”

SSGM www.ssgm.com

10/11/11 6:17 AM

NO MORE CHIRPS, SQUEAKS & SQUEALS. (NOTE: SMALL ANIMALS WERE NOT HARMED IN THE PROCESS) Our import and domestic coverage continues to grow.

You get power and performance with Quiet Channel Technology™.

Our unique staggered cog profile and advanced rubber compounds virtually eliminate chirps, squeaks and squeals associated with pulley misalignment.

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

NASCAR Performance is a registered trademark of the National Association for Stock Car Auto Racing, Inc. Veyance Technologies Canada, Inc. is a proud supporter of The Children’s Wish Foundation of Canada. www.childrenswish.ca

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. ©2009 Veyance Technologies, Inc. All Rights Reserved.

SSGM Nov11 p19 Voyance Goodyear AD.indd 19

10/11/11 6:24 AM

|| Electrical

Diagnosing Starters & Alternators T

he starter and the alternator are two essential rotating electrical systems in each vehicle. Over time they have not changed much except that they have gotten smaller, and especially on the alternator side, they are asked to do more.

No internal combustion vehicle can operate without these two systems working at peak performance. Art French, the owner of AML Auto Service, has been in the auto service game for nearly 40 years. He said that alternators and starters rarely give a warning before failing. “Generally, they just fail,” he said. “In my experience, it is usually the alternator wearing out, because they will wear out over time. There are brushes in them, there are electrical contacts there. These will wear out over time. Starters just generally go all of a sudden.”

The difficulty with diagnosing a dying alternator can be seen on a video at the SSGM Web site where Technical Editor Jim Anderton replaces an alternator on a Ford 150 pickup truck. (http://www.ssgm.com/videos/ play/?plid=1000402606) The alternator is “howling like a banshee,” as he puts it but still putting out proper voltage. In this case the problem was audible — this is rarely the case.

20 SSGM November 2011

SSGM Nov11 p20-22 Electrical.indd 20

BY Nestor Gula

The best maintenance is preventative maintenance and as a shop owner you and the technicians should be testing the alternators and starters on a regular basis. “Before the rotating electrical units fail, routine preventive maintenance that includes replacing leaking hoses or seals, and replacing weak batteries and checking for loose connections or corrosion may help prevent some failures,” said Kevin Brimble the Network and Marketing Manager for ACDelco. “Some failures do occur without any warning.”

The heart of any vehicles electrical system is the battery and that should be checked first, before any attempt of repair is made. “Battery testing is also an important component of checking alternators and starters,” said Dean Ferri, the Diagnostics District Sales Manager for Robert Bosch Inc. “A sulfated battery can cause an alternator to ‘work harder’ which will shorten the lifespan. A battery with a lower capacity will have a lower voltage during cranking which can increase current demand from starter and shorten lifespan.”

French said, “We try to keep on top of battery testing. A weak battery over-stresses the alternator and can result in the premature failure of the alternator. We can put a load

thinkstockphotos.com

Keeping system well maintained gives a long life

www.ssgm.com

10/11/11 6:26 AM

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

SSGM Nov11 p21 CARS AD.indd 21

10/11/11 6:28 AM

|| Electrical

on them to make sure they give out the proper amperage — to what it is supposed to be. We will test them as part of regular maintenance,” he added. “Usually, when we get them in, it is not to see if it is on the way out. It usually is, and if there is a failure we replace it.”

A wise thing to do when servicing the alternator or starter is to check for any and all error codes in the vehicle before disconnecting the battery. Disconnecting the battery wipes out any codes that might have been stored in the vehicle’s ECM and doing a simple scan will alert you to any potential problems that might exist with the vehicle in question. If you repair the alternator or starter and there is an undiagnosed problem that the customer experiences after they pull away from your shop — they will blame the shop for that problem and you will have an unhappy customer on your hands.

“Alternator can be checked with equipment like the Bosch BAT 151 or even a scope to check for alternator ripple that can indicate a bad diode,” said Ferri. “An alternator can still be charging, but at a reduced capacity before it fails completely. Starter current draw is also a good indicator of starter health. Most of the time, starters do not fail overnight, but a customer may not notice a slightly slower cranking RPM. A complete battery / starter / charging test can find these issues before the cars quits. Also, for both alternators and starters, it is critical that there is no voltage drop in the cabling leading to those devices. Ferri pointed out that with the complex electronics in today’s vehicles sometimes it is not the starter that has failed when the car will not turn over.

“In most newer vehicles, the ignition switch is not connected directly to the starter, the ECM controls a relay to start the vehicle. Issues with theft, brake light switches, etc. can all prevent a starter from engaging when requested.

The complexity of the systems can also on occasion lead to a failure of the alternator’s or starter’s clutch pulley system.

“When clutch type pulleys fail on an alternator the usual complaint is noise or a no charge condition if the drive belt is compromised,” said ACDelco’s Brimble. “On starters, when a drive clutch assembly fails, a no-start condition occurs.” Fred Padgett the North American product manager — Rotating Machines for Robert Bosch Inc. said, “If the belt tensioner, or the clutch pulley mechanism fail prematurely, then undue stress can be placed upon the bearings in the alternator specifically the front bearings creating a failure of the bearing. In today’s world with serpentine belts, the angle of deflection, or amount of ‘misalignment’ that is permissible or acceptable is next to nothing. In most cases, if an installer has to remove and install a serpentine belt on an engine for any reason, and 22 SSGM November 2011

SSGM Nov11 p20-22 Electrical.indd 22

does not get the belt lined up correctly, the belt will usually come off the pulley, or shred itself in a very, very short time.

Most of the time, this belt failure would occur before any damage to the alternator would occur. In older style alternators that utilized V belt pulley systems instead or wider serpentine belts, it was possible to have belts misaligned, and have them keep running on the vehicle. Over time, this would cause damage to the bearings in the alternator.”

Art French from AML Auto Service said that alternators and starters seem to last longer now and do not fail as often.

“In new alternators, Bosch does a tremendous amount of testing in the preliminary engineering stages of a rotating electrical product, to ensure that the design and components can meet or exceed the vehicle manufactures’ specifications,” said Padgett. “This testing, includes but is not limited to, salt spray testing, vibration testing, thermal shock testing, life testing both on benches and on vehicles. When Bosch analyzes a new design of alternator or starter the engineers look at parameters called B10 and B50. Essentially what these terms mean is that if we are talking about B10 this means that out of a certain batch of parts, 10 per cent of them will fail at a certain point in time, either in mileage or hours of use, and 90 per cent of them will show no signs of failure.

B50 Means that 50 per cent of the product will have failed and 50 per cent will have no signs of failure. B10 is the most commonly looked at parameter, and the Bosch starters and alternators are designed so that the B10 rating is greater than the expected life of the vehicle.”

With remanufactured alternators and starters being what is usually installed in a repair, these parts share the same rigorous standards as new parts. “ACDelco’s remanufactured rotating electrical products utilize ISA approved replacement parts that must meet minimum performance criteria and must meet a minimum of durability testing hours for alternators or test cycles for starters,” said Brimble. SSGM www.ssgm.com

10/11/11 6:27 AM

StBernardAdSS&GM_Layout 1 11/1/11 3:12 PM Page 1

Whatever the weather, don’t let your customers get caught in a dangerous situation when we can save them.

Count on the dependability of AISIN, an Original Equipment Supplier of automatic transmissions to many vehicle makers around the world, to come to the rescue.

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

New from AISIN

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

Automatic Transmission Fluid

www.aisinaftermarket.com/ssgm

ADS#53511

SSGM Nov11 p23 Aisin AD.indd 23

10/11/11 6:28 AM

|| Cannon

ACRES of DIAMONDS From a marketing aspect, the greatest asset you have is something you already know

R

By Bill Cannon

ussell H. Conwell, founder of Temple University, made famous a story about a Persian farmer who left his fruitful lands in (then) Mesopotamia searching for legendary diamond fields. He died searching, penniless and far from home. Shortly thereafter, a rich diamond vein was found on the farmer’s own land. The story’s powerful lesson is something that business people can still learn from today.

Automotive shop owners have “acres of diamonds” in the form of knowledge about their customers, not only in their computers, but in their own minds. This information can be turned into the most powerful marketing tools imaginable.

Today, there are more opportunities to capitalize on this information than ever. Not only that, but thanks to Cloud computing—the Internet revolution that is allowing one to take advantage of software and computing power that does not reside on your own system—you no longer have to be an IT person to make it work. Whether you decide to orchestrate your own marketing plan or you choose to have aftermarket companies do much of it for you, your merchandising possibilities are practically limitless.

We spoke to Paul Filion, former owner of Paoli Auto Repair, an independent automotive repair shop in Paoli, PA. Filion took over the business in 1987 and sold it in 2004 to pursue other businesses. “We got to know our customers and their personalities,” Filion said. “Someone might have four cars and four kids in college. We knew those types of parents were going to want preventive maintenance to keep

ALLDATA’s shop management software, ALLDATA Manage, is now linked with ALLDATA Market. In addition to providing mechanical and collision repair information, the company now links customer communication tools such as e-mail and Web site marketing strategies with their shop management program. This can increase profits and productivity for independent repair shop owners.

24 SSGM November 2011

SSGM Nov11 p24,26,36 Cannon.indd 24

Above: thinkstockphotos.com

problems from happening.”

In other words, they wanted their kids to be safe and didn’t want to be called all the time about car problems.

Also, Filion said he would start with the information that aftermarket software companies provide, such as technical bulletins or recalls. “We would take this information and see if we had anyone with those vehicles. If so, we’d send them a postcard. Now you have Paul Filion, former owner of created a situation where the customer Paoli Auto Repair, Paoli, PA. is asking you for things, rather than you selling them.” Filion added they would notice if customers were using up brakes and clutches more quickly. This was a sign that teenagers might be learning to drive. Teenagers have quicker reaction times and will tend to wear out brakes more quickly. As far as clutch problems, he would educate the parents about the problem and in a few cases, he even ended up being driving instructor to several of his customers’ kids. Filion used his real-world component failure information to advise customers on when they could actually expect a timing belt, for example, to fail.

On the other hand, with customers who clearly didn’t want to spend a penny more than he/she had to, the shop would use technical bulletins and OE maintenance schedules as C.Y.A. devices. This information allowed the shop to note everything that had been recommended, in case of a later customer complaint.

Filion noted he also would order parts for cars before he had even talked to the owner. He knew that certain customers would always say, “Go ahead and do it.” Filion added, “The worst that could happen is I would have to send a part back. But, the time saved by having the parts early in the day was considerable.”

Finally, Filion said, “making assumptions (about customers) is very dangerous in a service business. We called our approach of getting to know what kind of a customer we were dealing with, ‘Managing Expectations.” He would “inform” rather than sell. An example would be explaining that a pending problem that could be handled while another system was already opened up on the car would save a lot of labour in the long run. But then he’d let the customer be the judge. If the customer decided not to do the work and later got stung with double labour, it gave even more credence to the earlier advice. www.ssgm.com

10/11/11 6:29 AM

And weekly prizes of $50 in Tim Hortons gift cards!

All you have to do is sign up at retailers.winwithmobil.ca OR info@winwithmobil.ca

No purchase necessary. Contest Period begins October 1, 2011 at 9:00PM Mountain Time (“MT”) and closes on November 30, 2011 at 11:59PM MT. Maximum approximate retail value of the trip to a NASCAR race is $10,000. Total of 243 weekly prizes to be won (27 to be awarded each week, each consisting of a $50 Tim Hortons gift card). Skill-testing question required. For complete contest rules, privacy policy and entry details, visit retailers.winwithmobil.ca. Mobil and Mobil 1 are trademarks of Exxon Mobil Corporation or one of its subsidiaries. Imperial Oil, licensee. The Tony Stewart®, Stewart-Haas Racing™ and #14™ are trademarks of Stewart-Haas Racing and are used under licence.

NASCAR® is a registered trademark of The National Association for Stock Car Auto Racing, Inc.

SSGM Nov11 p25 Imperial Oil AD.indd 25

10/11/11 6:31 AM

|| Cannon

For those shops that do not yet have a Web site, the company will set one up and maintain it. For shops with existing web sites, ALLDATA will “empower” those sites with added features. Sites like these serve many functions, but two main ones are to increase the loyalty of existing customers and drive new customers to your door

While enterprising and creative service dealers can do much on their own to capitalize on all of the customer information they gather, aftermarket companies are now combining marketing techniques with their management systems to offer turnkey solutions to many needs of the typical service shop. What has made this effort explode is the Cloud technology mentioned earlier. This allows service dealers to take advantage of powerful computing power and storage that might not otherwise be possible.

“ALLDATA recognized early on that repair information was only one tenet of the diagnostic and repair experience,” Ben Johnson, senior product marketing manager at ALLDATA. “You can have a great shop with great technicians, but if a shop can’t market itself and let its customer base know it exists, that is a problem.” ALLDATA will now host a Web site for a shop, empower a shop’s own Web site, tie together such things as online appointment requests, personalized customer pages with service history and maintenance service reminders. The company offers a newsletter with automotive information that can go out under a shop’s name too.

The idea is to integrate the technical information, such as maintenance schedules and recall notices, with your customer vehicle profiles. This allows the kind of proactive merchandising that Filion was doing by hand.

“There is still a bit of the, ‘Big Brother is watching me,’” said Johnson. “People are getting used to sharing their woes and getting help on line. They understand that if it doesn’t hurt them from a competitive standpoint, the benefits outweigh the risks. Also, we think that in five years, there will be much less reliance on desktop computers. Shop owners will use iPads and Smart Readers. These are easy to carry (out in the shop and elsewhere) and have functionality to the point of need. It has to be more platform-independent. We want the shop to have the best equipment or software to meet their needs and not drive them to use one platform.

Mitchell 1’s SocialCRM (Customer Retention Marketing) software supplements and integrates with the company’s technical database. From the shop and the car owner’s standpoints, this is all opt-in data. Car owners whose shops 26 SSGM November 2011

SSGM Nov11 p24,26,36 Cannon.indd 26

The shop’s SureCritic review page is automatically set up upon sign-up, and each ‘Thankyou e-mail’ Mitchell 1 sends on behalf of the shop to the consumer has a unique review link just for that shop. The link is used to solicit the review. The shop has an opportunity to login and respond. Above is an example of a recent comment.

use this system can make appointments; see service interval schedules, vehicle history and access coupons. They also can use online service advisor software that asks them questions about vehicle symptoms, and provides the customer highquality videos describing the need for specific maintenance services.

According to Mitchell 1’s product manager Brian Warfield, the next step, when customers use the Mitchell 1 SocialCRM program, is that new customer information entered into a shop’s database is picked up almost immediately. That data generates a customer thank you note to the vehicle owner that includes links to provide a Shop Review, and/or register for their personalize vehicle maintenance Web site.

The shop’s Web site can be included in all marketing communications, and making an appointment can be done by simply replying to the e-mail. Further, if a shop has a slow Monday, for example, and the shop owner requests a promotional e-mail, by the next day, Mitchell 1 has an e-mail blast out to the shop’s customers. Warfield cautioned shop owners though that, “once you start communicating with e-mail your customers will expect you to respond.”

Mitchell 1’s product manager Gary Hixson pointed out that the Internet has virtually eliminated the hassle of CD installation and updates. Hixson also said techs helping one another on the Internet have made the company’s informacontinued on page 36 www.ssgm.com

10/11/11 6:30 AM

NGK 164 Akebono brake ad Solid colours_FNL 08/04/11 10:35 AM Page 1

Premium Brake Products

helps reduce elbow grease.

NO DIRTY RIMS. NO SQUEALING. 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: 1-877-477-7780

®

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

SSGM Nov11 p27 NGK AD.indd 27

10/11/11 7:04 AM

|| Sasso

Boosting Up Sales In A Down Economy:

Service as Salesmanship

By Phil Sasso

T

he key to running a successful shop is not doing good work. Unfortunately, often the sale doesn’t go to the best technician, but to the best salesperson.

Not that doing good work isn’t important — it’s essential.

But doing good work alone will not grow your business. It’s important to build relationships with your customers and create the kind of customer satisfaction that generates tons of referrals. One way to generate more repeat business and referrals is to focus on service as salesmanship. This will work to help you boost sales in a good economy or a bad one.

“Too many [shop owners and managers] are selling me right from the moment I get to the counter,” says Sales Coach & Leadership/Management Training Consultant Orrin Rudolph of Vital-Life Communications (www.orrinrudolph.com). “And that is so off-putting ... it’s so irritating.”

Your customer is thinking: “Hear me first. Solve my problem. Show me you can solve my problem,” continues Rudolph. Then, by listening and helping your customer you’ll earn their trust and their long-term business.

“You don’t want to start selling from the beginning,” says Rudolph. “Ask questions. Get

28 SSGM November 2011

SSGM Nov11 p28,30,32 Sasso.indd 28

them talking. Engage them in conversation. If you do this, they won’t feel sold since they’ve done all the talking. They’ve sold themselves, but you’ve steered them.”

Sell the sizzle, not the steak

Some of the seemingly minor things you do will influence your customers more than the actual quality of your workmanship. That’s because they often cannot see or don’t understand how to measure the quality of your workmanship. You’re the expert, not them.

A few months ago, Beth and I were deciding where she should take our minivan for an oil change. She wanted to take the van to a shop several miles away in an industrial area. I suggested she try a nearby shop instead.

“I like my shop,” she said. “They vacuum the car when they’re done.”

“You want to take the car to a shop because they vacuum it?” I asked. “You can vacuum the car yourself. Why don’t you try that place over on North Avenue?”

“Why?” Beth asked.

“I don’t know,” I said. “Its close—and they have free popcorn and pop.”

www.ssgm.com

10/11/11 7:05 AM

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

SSGM Nov11 p29 Valvoline AD.indd 29

10/11/11 7:06 AM

|| Sasso “So, you want me to take the van somewhere because they have free popcorn?” Beth laughed. “And that’s better than choosing a shop because they vacuum your car?”

“But it’s really good popcorn,” I joked. “And don’t forget you can get a free Coke, too …”

I’ve been doing automotive aftermarket marketing for over two decades. Yet, even I’m sometimes swayed by the insignificant. Actually, my decision isn’t really based on just proximity and popcorn. They provide quality service — but so does the “vacuuming shop”. Customers may seem fickle. But you can learn what they want just by asking them.

For example, shops with a neat and clean waiting room tend to get more repeat business than those that don’t — especially from female customers.

Customers and prospects are making decisions about you and your shop from the minute they walk in the door, says Rudolph. Be sure that everything about your shop creates the kind of impression you want a customer to have.

THE NUMBER ONE SELLING USED-OIL FURNACE OF ALL TIME Escalating energy costs make your used-oil more valuable than ever before. On-site recycling can drastically reduce your energy costs while immediately increasing your cash flow.

INSIDE THE RED BOX What you see makes it a Clean Burn. What you don’t see makes it “burn clean.”

Our patented Clean Burn heat exchanger provides you with more heat from less oil. Only “The Red Box” includes 250 percent more surface area for greater heat transfer than any typical blast tube.

The result: More heat per gallon of oil.

In Customer Satisfaction

TM

will ensure maximum savings for years to come

30 SSGM November 2011

SSGM Nov11 p28,30,32 Sasso.indd 30

Avoiding comebacks is important to any shop. Obviously part of that is doing the job right the first time. Another is knowing your customer’s expectations. Again, this is where asking good questions can help.

“You want your customer to say to himself, ‘Hey this guy’s listening to me. He’s not just here to sell stuff. He’s actually heard me. I’m not just another number on his list,’” says Rudolph. “Ninety per cent of a salesman’s job is listening.”

About twenty years ago, I took my car in for a brake job to a franchise shop. As I sat in the waiting room thumbing through old magazines, I asked the owner what the most important thing he’d learned at franchise school was.

“Be sure the brakes don’t squeak,” he replied.

“Pardon me?”

“You need to lubricate the brakes so they don’t squeak,” he reiterated.

“Why is that so important?” I asked.

“If their brakes squeak, they’ll come back — even if nothing else is wrong,” he explained. “And once they become a comeback, the chances are you’ve lost a customer.”

The average customer doesn’t know a good brake job from a bad one. So, a squeaking brake isn’t really as much a technical issue as a marketing issue. That franchisee learned to see every step in the service process as marketing. That shop is still open two decades later.

Show And Sell

The #1 Waste Oil Furnace DSI Installation and After Sales Support

Grease the squeaky wheel — before it squeaks

www.deonsupply.com 1-800-824-4115

One way to sell add-on products and services is to visually show your customers the benefit of the product or service.

Remember, many of your customers are not as mechanical as you are, says Rudolph. Try using analogies and visual aids to help communicate to your customer.

Last month, I brought the car in to replace the water pump. I ended up needing a new head gasket instead. The www.ssgm.com

10/11/11 7:05 AM

ANY MAKE, ANY MODEL

unleash the power NO MATTER WHAT’S IN YOUR CUSTOMER’S DRIVEWAY, AUTOLITE ® SPARK PLUGS DELIVER BIG BANG FOR THE BUCK.

Try Autolite® spark plugs in any make or model, import or domestic and we guarantee that it will perform as well as any comparable plug on the market. OE quality Autolite® spark plugs create a focused ignition to provide optimum engine performance, horsepower and fuel efficiency. © 2011 Honeywell International Inc. Printed in Canada.

SSGM Nov11 p31 Honeywell AD.indd 31

www.autolite.com

10/11/11 7:07 AM

|| Sasso

technician showed me the leak. I gave him the go ahead to do the job.

The next day the technician called and asked me if I could stop by on my way home from work. I thought to myself “Uh oh. He’s going to try to sell me an overhaul or something I

don’t need.”

When I arrived, he showed me the disassembled engine, pulled out the blown head gasket and demonstrated the work he’d done on the head. He told me I didn’t need a new serpentine belt as he originally thought and gave

10SSGM_11Induction.33_Layout 1 10/11/11 8:38 AM Page 1

me his estimated time I could pick the car up the next day.

As I got into my minivan and was driving away I was stunned. He hadn’t tried to sell me anything. Instead, he wanted me to understand how much work was going into the project. In doing that, he convinced me he was honest and hardworking.

In the end, he earned my respect and likely my future business. By taking the time to show me what he was doing, he sold me on his value and his integrity.

“Often, when you get a call from a garage, it’s to sell you something,” says Rudolph. That tends to put people on the defensive every time they get a call from the shop. Rudolph suggests you make the time to call customers to tell them things are going well. Much like my technician showing me his progress, it serves to build a bridge rather than a wall between you and your customer.

If you aren’t listening, you aren’t selling

Overall, if you really listen to your customers you’ll find that they will tell you a lot, says Rudolph. In essence, they’ll tell you both what they want to buy and how they want to be treated. Listen carefully to what they’re saying. And ask good questions so you understand their expectations.

All in all, if you sell the sizzle, anticipate issues, and show and sell you’ll have a happy customer that will tell all his or her friends about your shop.

In the end you may even find yourself with more business than you know what to do with.

SSGM

®

Contact your Local Tool Supplier

877-688-9633 theInductor.com 32 SSGM November 2011

SSGM Nov11 p28,30,32 Sasso.indd 32

Phil Sasso is the president of Sasso Marketing (sassomarketing.com), an automotive aftermarket advertising, public relations and Internet services agency. And his minivan is due for another oil change. He’s also a speaker and strategist. Sign up for his free weekly marketing tip email at philsasso.com/blog. www.ssgm.com

10/11/11 7:05 AM

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.

SSGM Nov11 p33 Wakefeld AD.indd 33

10/11/11 7:08 AM

|| News Briefs News Briefs continued from page 8

Wakefield Opens Canada’s first DEF Solutionizing Facility for H2Blu

Wakefield Canada announced it has opened its H2Blu diesel exhaust fluid (DEF) solutionizing facility in Toronto. The ribbon cutting ceremony took place well ahead of the original business timetable. The plan called for building a facility eventually when H2Blu volume warranted the step; the strength of sales in the first six months have already justified the investment.

Wakefield Canada has been marketing its own brand of DEF, H2Blu, for less than half a year and its market success has already accelerated the company’s plans for Canadian production.

Bob MacDonald, President of Wakefield Canada, today cut the ribbon officially opening the high tech facility that will take prilled urea, the raw ingredient in DEF, and process it into ready-to-use H2Blu DEF. The solutionizing facility is housed within Wakefield’s existing lubricant blending plant in Toronto’s Long Branch area. The facility is understood to be the first of its kind in this country.

Wakefield sources prill through CDI (Cervantes-Delgado Inc), a strategic partner of PotashCorp.

By manufacturing and packaging H2Blu in its own facility, Wakefield is able to absolutely control the product’s purity. Purity is critical to the operation of today’s SCR (Selective Catalytic Reduction) clean diesel vehicles; impurities can cause engines to operate improperly, slow down (derate) or even stop.

In addition to the manufacturing equipment, Wakefield has also increased its distribution fleet adding the specialized trucks required for distribution of sensitive DEF. MacDonald noted that the investment in the new facility and trucks is significant for the company but helps strengthen Wakefield’s commitment to manufacturing and distributing vital products to the automotive and heavyduty sectors.

The company’s strong relationships within the HD and automotive indus34 SSGM November 2011

SSGM Nov11 p08,34 News briefs.indd 34

try, built on the strength of its Castrol lubricants representation, will create synergies that MacDonald anticipates will propel the company into a leadership position in the DEF segment.

Sandy Norris Promoted to Beck/Arnley Senior Marketing Manager

Beck/Arnley announces Sandy Norris has been promoted to the position of senior marketing manager for the company.

In this role, Norris is responsible for overseeing all marketing activities for the company, including strategy, brand development, advertising, public relations, promotional programs and website management, as well as plays a key role in sales force communications and customer relations. Norris reports to Max Dull, vice president and general manager of Beck/Arnley.

Norris joined Beck/Arnley’s catalog department in 1992 and subsequently moved into the marketing department, where she successfully held the positions of marketing coordinator and marketing manager, contributing greatly to Beck/Arnley’s success.

“Sandy has been with Beck/Arnley for over 16 years and brings extensive experience and knowledge to her senior marketing role, in addition to having recently earned her master’s degree,” said Dull.

“I’d like to congratulate Sandy on becoming a member of Beck/Arnley’s senior staff. This is a well-deserved promotion and I know Sandy will excel in her new position. We will give her our full support in this very important leadership role as we continue to grow our business profitably.”

New Version of TomTom App Offers Canadian Drivers Access to TomTom HD Traffic

TomTom announced that its newest update to the TomTom App for iPhone, version 1.9, offers TomTom HD Traffic compatibility for Canadian drivers. TomTom HD Traffic enables drivers to get to their destination faster and is the most accurate, comprehensive and up-to-date traffic solution

available.

TomTom HD traffic saves people time on their commute, money on gas and helps alleviate stress by continuously monitoring and rerouting drivers based on current traffic conditions.

TomTom HD Traffic provides the most accurate reporting available by capturing more of the actual traffic jams than ever before.

Additionally, TomTom HD Traffic processes traffic conditions for both the major and secondary roads within the Canadian road network and proactively delivers real-time traffic updates to devices every two minutes.

Additionally, the TomTom App, version 1.9, offers a new map and is optimized for the iPad. Now, existing TomTom App customers can download the newest version of the App to their iPads for free. The optimized App features a higher resolution for a sharper display and an enhanced user interface to fit the larger iPad screen size.

The full-screen display shows both driving view and advanced lane guidance at the same time, and drivers can switch to driving view with one, simple touch from anywhere within the App. The new release of the App is compatible with Apple’s brand new iOS5.

ACDC To Give Hybrid, EV Training In Canada

The Automotive Career and Development Center (ACDC) will be offering Canadians sixteen hours of hybrid and EV training this coming December.

The all-day will give 20 technicians the opportunity to learn about such topics as safety-related issues around these new vehicles, insights into the design and construction of hybrid and EV parts, testing for stators and high voltage leaks and use of scan tools for hybrid and EV vehicles. The course will be held at Centennial College in Scarborough, Ontario.

The cost is US$395 and more information can be found by calling 508 400 4656 or by sending an E-mail to Craig@fixhybrid.com. Additional information can be found at www.

FIXEV.com. www.ssgm.com

10/11/11 6:10 AM

Yes...

Your Tail Pipe Fits Our Nozzle

Vehicle exhaust fumes contain airborne contaminants and particulates that can cause dizziness, nausea, fatigue and illness when inhaled. Extracting the exhaust fume at the source is key to keeping a healthy and safe working environment.

Call us today to find out how we can improve your work environment and keep your service shop healthy and safe.

Proudly assembled and serviced in

SSGM Nov11 p35 Naderman AD.indd 35

- Twin-Tail Pipes - Quad-Tail Pipes - Conventional Tail Pipes

1-866-332-2611 www.nederman.ca

10/11/11 7:08 AM

|| Cannon continued from page 26

The Facebook application for displaying the reviews in Facebook is something that Mitchell 1 installs for the shop on the shop’s Facebook page. The company will create the Facebook page if the shop doesn’t already have one. Mitchell 1 also installs an application on the shop’s Facebook page that automatically pushes video content once per week that it licenses from AutoNetTV.

tion more valuable. Mitchell 1 also has a forum of its own where information is shared. In a perfect world, Hixson said, those connections would all come together in one place.

Everyone we spoke to expects those intersections to happen in the not-too-distant future.

36 SSGM November 2011

SSGM Nov11 p24,26,36 Cannon.indd 36

Shop owners are generally very independent people. It is entirely legitimate and can be effective to choose one’s own software, manage customer relations in the shop and market to one’s existing customer base that way. This is only effective though if you, or one of your employees wants to concentrate on that aspect of the business. Other options include hiring someone who interacts well with customers and can do the marketing work, letting aftermarket companies do much of that work, or combining the two approaches. But with Cloud technology, we are entering an era when much of the heavy merchandising lifting can be done outside the shop, while the technical and direct customer relations work is done by the owner and the techs.

Whatever your situation, automotive associations, aftermarket companies, and fellow shop owners are more than willing to help. A small business owner today has more resources than ever before, and can suit his or her marketing effort to the shop’s capabilities, budget and philosophy of doing business. Always remember though, however, you approach it, that the information necessary to achieve success is right in your own back yard.

Acres of diamonds—in the form of customer demographics and personal information—is something you know better than anyone else, and the only limit to using it is the capacity of your imagination.

SSGM

www.ssgm.com

10/11/11 6:30 AM

SSGM BAYWATCH New Products

Fluorescent Dye Kit for Hybrid A/C Systems Tracer Products has introduced the Tracerline TP-3812 Hybrid Vehicle A/C Dye Injection Kit, featuring an OEM-approved fluorescent dye specially formulated for use in all hybrid vehicles. At the heart of the kit are three Tracer-Stick capsules filled with a concentrated, co-solvent free POE fluorescent dye with a unique additive package blended for hybrid A/C systems. Each capsule is individually wrapped in a foil pouch with a desiccant bag to seal out moisture. The kit also includes an R-134a hose/coupler with check valve, a purge capsule and two purge/service fittings for both hose purging and connecting to a refrigerant source. To add the dye, simply connect one end of the hose to the R-134a low-side service port of the system and the other end to the refrigerant source. The dye and refrigerant are injected together, yet no residual dye is left in the hose to absorb moisture. Wherever the refrigerant escapes, so does the dye. When scanned with a high-intensity Tracerline UV or blue light inspection lamp, every leak site will glow a bright yellow-green to reveal the source of all leaks.

Tracerline Products www.tracerline.com

Wireless Scan Module Conversion Kit With Snap-on’s wireless scan module conversion kit (EAK0294B21A), customers can add wireless freedom and keyless simplicity to their VERUS Diagnostic & Information System. Features and benefits of the VERUS wireless scan module conversion kit include improved simplicity with a keyless scan module that covers all OBD-II applications with a single adapter and the ability to scan wirelessly with remote control of the scan module so as to be able to read and clear codes, view live data and run functional tests, relearns and adaptations from anywhere in the bay. It also includes OBD-II data cable, data cable for adapters, USB cable and instructions.

Snap-on http://diagnostics.snapon.com

N-Series Engine Oil Drain Valve Fumoto Engineering offers an Engine Oil Drain Valve that replaces standard oil drain plugs to simplify oil changing. The high quality forged brass ball valve allows you to drain oil with a touch of a finger. Simply turn the lever to release oil, and then turn it back to the locking position to prevent accidental opening. A small amount of oil can also be drawn from the bottom for oil analysis sampling. For engines with limited clearance, the N-Series valve comes with a hose connector that allows the operator to drain the oil away from the unit. Tested and approved by most major engine manufacturers, the Engine Oil Drain Valve carries lifetime warranty.

Fumoto Engineering www.FumotoUSA.com www.ssgm.com

SSGM Nov11 p37 Baywatch.indd 37

November 2011 SSGM 37

10/11/11 7:10 AM

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. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.ACDelco.com Aisin. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 . . . . . . . . . . . . . . . . . . www.aisinaftermarket.com/ssgm ALLDATA. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.alldata.ca CARS (Essentials). . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.cars-council.ca Carquest Canada. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 15 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.carquest.ca De-On Supply . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30 . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.deonsupply.com Ford Motor Company. . . . . . . . . . . . . . . . . . . . . . . . . 11 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.ford.ca Gabriel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.gabriel.com Havoline. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 9 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.Havoline.com Honeywell Consumer Products. . . . . . . . . . . . . . . . 31 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.honeywell.com Identifix . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.identifix.com Imperial Oil. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.mobile.ca Induction Innovation. . . . . . . . . . . . . . . . . . . . . . . . . 32 . . . . . . . . . . . . . . . . . . . . . . . . . . . www.the Inductor.com Matco Tools. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 13 . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.matcotools.com Nederman. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 35 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.nederman.ca NGK Spark Plugs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 . . . . . . . . . . . . . . . . . . . . . . . . . www.ngksparkplugs.com PLB Insurance Limited. . . . . . . . . . . . . . . . . . . . . . . . . 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . www.plbinsurance.com Valvoline Oil Canada . . . . . . . . . . . . . . . . . . . . . . 29,39 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.valvoline.com Veyance Technologies. . . . . . . . . . . . . . . . . . . . . . . . 19 . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.goodyearepcom VL Communications. . . . . . . . . . . . . . . . . . . . . . . . . . 37 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.vlcom.com Wakefield Canada . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.wakefield.ca Walker Exhaust. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17 . . . . . . . . . . . . . . . . . . . . . . . . . www.walkerexhaust.com 38 SSGM November 2011

SSGM Nov11 p38 ad index.indd 38

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

10/11/11 7:10 AM

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.

SSGM Nov11 p39 Valvoline AD.indd 39

10/11/11 7:10 AM

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

I Docket#:

99-0000 I Client: ACDelco I Project: ACD TSS Ad I Date: 11-10-04 I Trim: 8 1/8x10 7/8”” I Bleed: 1/8” I Colours:

C

M

Y

K I Ad#: ACD-TSS-11-4CF-303-EN

IS YOUR “KNOWLEDGE FACTORY” Why bother being frustrated?

We know you have other things you’re taking care of – like fixing it right the first time!

Business is tough, and so knowledge becomes the difference between success and failure. Customers are as demanding as ever. Manufacturers are continually throwing diagnostic curveballs at you every time they release a new make or model. It gets frustrating - we know.

Let us help you navigate those sometimes turbulent diagnostic waters with real world training and our “best in class” Technical Assistance Centre hotline – both come to you courtesy of the ACDelco Total Service Support Program.

See your ACDelco Representative or call the ACDelco Info-Line at 1-800-26-DELCO (33526) for more information on how you can become a TSS member!

ACDelco Training

is Quality control for your business

SSGM Nov11 p40 AC Delco AD.indd 40

1-800-263-3526 TechConnectCanada.com

10/11/11 7:11 AM