Service Station & Garage Management Jan/Feb 2012

SSGM Service Station and Garage Management

READ BY AUTOMOTIVE REPAIR SHOP OWNERS AND TECHNICIANS SINCE 1955 JANUARY/FEBRUARY 2012

Fuel Additives • Hankook Tire Tour • Market Report

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SSGM what’s inside January/February 2012

Vol. 42 No. 1

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 22

PRINT PRODUCTION MANAGER Phyllis Wright

Customer Communications Shop software can help find hidden profits . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Hankook Tire

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

SSGM’s Jim Anderton tours Hankook’s South Korean tire manufacturing facility. . . . . . . . . 14 AWARD-WINNING MAGAZINE

Market Report Neglected maintenance work can bring in big profits for installers . . . . . . . . . . . . . . . . . . . . 18

Fuel Additives Can you make fuel additives part of the maintenance schedule. . . . . . . . . . . . . . . . . . . . . . . . 22

CARS OnDemand Diagnosing Intermittent Misfires. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25

Identifix Pinpointing an elusive problem in a Dodge Durango . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Departments Editorial. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 News. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Jim’s Rant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Baywatch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 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.

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

4 SSGM January/February 2012

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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

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|| Tom’s Editorial

Global economy affects car sales, aftermarket T

By Tom Venetis, Editor

The AIA’s recent aftermarket demand study finds vehicles between four and 12 years old are being ‘under serviced’ by an average of $225 every time those vehicles visit a service shop.

he beginning of January is inaugurated by indulging in that most sacred of traditions, predicting what will happen in the newly ushered annus novus.

For the last two years, most predictions have been tinged with a sense of annus horribilis than Dryden’s Annus Mirabilis. This year seems not too different, with headlines dominated by the continuing debt crisis in Europe and on-going economic sluggishness in North America. Then there is the looming presidential election in the United States that looks to set new lows in empty punditry and fatuous policy rhetoric, proving Cicero’s opinion, Nihil est incertius vulgo, nihil obscurius voluntate hominum, nihil fallacius ratione tota comitiorum. (Nothing is more unpredictable than the mob, nothing more obscure than public opinion, nothing more deceptive than the whole political system).

So where is the bright-side, you may be asking, as well as when I will stop quoting Latin? It is with automotive sales and the aftermarket.

Several forecasts have come out that bode well for the industry. Polk, a U.S.based provider of automotive data market trends, finds 2012 will likely see increased automotive sales in most markets around the globe. In the United States, the automotive market will experience single-digit growth, with a 7.3 per cent likely increase in sales for light vehicles, to 13.7 million vehicles being sold. Not a spectacular number, well short of pre-recession levels; still, it is growth nonetheless. If the numbers remain true for the year, it suggests people are slowly starting to open their wallets again.

For the aftermarket, this is good news. If people are beginning to spend money once more, one sector that will likely see an increase is automotive repair and maintenance. The AIA’s recent aftermarket demand study finds vehicles between four and 12 years old are being ‘under serviced’ by an average of $225 every time a vehicle visits a service shop. During the recession, vehicle owners scaled back or postponed outright maintenance work. The AIA study suggests if vehicle owners did all the maintenance work recommended, and did so diligently, that aftermarket in Canada would grow to $30.4 billion. The study even points to several key categories where aftermarket parts suppliers and installers can find substantial profits, such as brakes, coolant, shocks and struts, wheel alignments and oxygen sensors.

However, if gasoline prices spike, problems persist in Europe, the North American recovery remains anemic or retreats into stagnation or recession once more, vehicle owners will hold back on that work. The challenge for the aftermarket will be to capture this market potential, one that will depend as much on global economic trends as it will on reaching out to vehicle owners to spend money on postponed maintenance work.

What do you think?

Have your say and speak your mind! letterstotheeditor@ssgm.com 6 SSGM January/February 2012

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|| News Briefs Saskatchewan Industry Award Presented Automotive Parts Distributors (APD) announced the recent winner of the Saskatchewan Institute of Applied Science & Technology “Highest Overall Achievement Award” for Automotive Service Technician Program 2010-2011.

This award recognizes the hard work of the fourth-year automotive students enrolled in the SIAST program.

The selection is based on academic achievement, work attitudes and work habits demonstrated in Shop and Lap work.

The winner of the Fourth Year Award was Malcolm Flowers (CAA Car Care Plus — Millar Ave, Saskatoon, Saskatchewan).

AP Exhaust Technologies Acquires the Assets of ANSA Automotive Parts Distributors

AP Exhaust Technologies Inc. (AP Exhaust) of Goldsboro, N.C. acquired the assets of ANSA Automotive Parts Distributors, Inc. (ANSA), of Macon, Ga. The sale was finalized on December 23, 2011 and was brokered by Marx Group Advisors (MGA). Terms of the transaction were not disclosed. All assets of ANSA, including inventory, were sold to AP Exhaust and have been relocated from Macon to Goldsboro.

ANSA is a manufacturer of OE replacement direct fit exhaust systems for import vehicles under the ANSA brand and diesel light truck performance exhaust systems under the Silverline brand.

Matt Lundh Promoted to Director of Program Groups and Strategic Markets for Beck/ Arnley

Beck/Arnley announced Matt Lundh is promoted to director of program groups and strategic markets. In this position, Lundh calls on and facilitates sales growth with program groups. He reports to Heath Breedlove, vice-president of sales for Beck/Arnley.

“I would like to congratulate Matt 8 SSGM January/February 2012

p 08-9 news briefs.indd 8

on his recent promotion to director of program groups and strategic markets for Beck/Arnley,” said Breedlove. “His years of in-depth industry knowledge and experience from his previous positions within the automotive aftermarket will serve him well in this leadership role as he works with our group customers to continue to grow their import sales to professional installers.”

In addition to his new position, Lundh will continue to serve as Beck/ Arnley’s North and Midwest regional manager.

From 1999-2010, he worked for General Parts International Inc./ Carquest where he held various roles including district manager for the Central region, regional director of store operations for the Charlotte, N.C. region and regional director of store sales for the Central region.

From 1997-1999, Lundh was the Maine-New Hampshire territory manager for the Gates Rubber Company.

The Canadian Automotive Aftermarket Demand Study Shows Tremendous Potential For Business Growth

AIA Canada’s “2011 Canadian Automotive Aftermarket Demand Study” has now been released and it indicates

that the door of opportunity is open even wider than before with $11.91 billion in underperformed maintenance in Canada. The report builds on AIA Canada’s ground breaking report “Hidden Potential Unmasked” released in October 2009, and serves to quantify the amount of additional potential demand within the Canadian automotive service and repair industry, while providing comparisons to the original study.

A number of Canadian drivers across the country are delaying essential vehicle maintenance and repairs, or simply not performing any at all. This ongoing issue, identified in the 2009 “Hidden Potential Unmasked” report, is increasing, along with the size of the vehicle park according to the 2011 Demand Study. In fact, the 2011 study has revealed that the number of delayed maintenance and repairs has actually increased. The results from the study estimate that the true industry potential demand is now at $30.40 billion, while actual services performed amount to only $18.49 billion. This significant difference of $11.91 billion indicates the overwhelming degree of opportunity that is being missed when customers bring their cars in for servicing.

The report clearly outlines that the opportunity lies at every level of the supply chain. With an overview of Canada as well as a breakdown by region and vehicle age, the report is a clear map to where the opportunity lies for the aftermarket. With an in-depth look at eight product categories and an easy to use shop calculator, the report is a tool as well as a source of valuable information.

“There exists significant additional opportunity each time a customer brings in their vehicle for servicing, and if attained, the benefits would echo through each layer of the automotive aftermarket supply chain,” states Marc Brazeau, president of AIA Canada. “If all Canadians were to practice the repair and maintenance habits of the most diligent vehicle maintainers, an additional $11.91 billion would flow into all levels of the supply chain, from the shop to the manufacturer. The question for the industry will be how to take advantage www.ssgm.com

09/02/12 1:51 PM

News Briefs || of this opportunity for growth within the existing customer base.”

AIA is giving its members access to the full report at no cost in order to help them understand the benefits of promoting aftermarket repair and maintenance. Proactive service behaviour can be profitable to the industry, the environment and can also contribute to a safer, more reliable vehicle for the driving public.

Non-members can obtain “The Canadian Automotive Aftermarket Demand Study — Your Door to Opportunity” for $699 plus tax. Visit the eStore to purchase a copy. Please contact deb.moyneskeshen@aiacanada. com.

Bosch Haus Concept Launched In Canadian Prairies

Automotive Parts Distributors (APD) successfully launched their BOSCH HAUS concept during a business presentation at the historic ROXY theater in Saskatoon, Saskatchewan on November 23, 2011.

APD Saskatoon is one of the first distributors to participate in the complete automotive offerings from Bosch including newest additions: batteries, brakes, Iridium plugs and more. Over 120 Automotive Service Provider clients attended the evening taking in presentations on the new Bosch product offerings (Doug Morrison), Bosch Diagnostic Tools & Equipment (Dean Ferri), and Bosch shop identity programs (Chris Burkey).

The evening also featured presentations from CARS COMPLETE (online training offerings) and key-note presentations from Bob Greenwood and Rui Martins describing challenges and solutions for the aftermarket.

Information booths were well attended at the conclusion of the evening, showing Saskatchewan Service Providers are serious about their Automotive Businesses.

Presenters confirmed for the 2012 AIA Ontario Automotive Service Providers’ Forum

The Automotive Industries Association of Canada is pleased to announce that the presenters have been confirmed for www.ssgm.com

p 08-9 news briefs.indd 9

ACDelco TSS Expo In Toronto A Success

ACDelco recently held a tradeshow on January 19, 2012 in Toronto for local Total Service Support and ACDelco Automotive Care Expert program members.

Repair facilities from eastern, western, southern and even northern Ontario braved a wintery night to attend.

According to a spokesperson, the show had terrific attendance and attendees were impressed by the showcase of ACDelco’s major product lines. Attendees and the ACDelco team had a great night going over current programs, products and upcoming items for 2012. the 2012 Ontario Automotive Service Providers’ Forum, which will be held at the International Centre in Toronto on March 7th, 2012. This annual event is a great opportunity to network and learn

There were over 40 winners for the expo draw who went home with everything from gift cards, electronics and ACDelco merchandise.

To see pictures from the event please visit www.techconnectcanada. com. from top notch leaders in the industry.

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|| Customer Communications

How We Fail at

Customer Communications Too often, service shops miss the service revenues that exist in their shop software

By Tom Venetis, Editor

10 SSGM January/February 2012

p 10-13 customer communications.indd 10

www.ssgm.com

09/02/12 2:11 PM

Customer Communications ||

D

uring these times of economic uncertainty, the greatest challenge for Canadian service shops is convincing people to regularly maintaining their cars. Several recent studies have pointed to a scaling back of people’s spending on automotive maintenance and repair work.

In August, 2011, J.D. Power and Associates published its annual survey of spending on vehicle maintenance and repair, and found a marked decline in spending from the previous year.

The authors of the survey found the annual service market for four-to 12 year-old vehicles contracted to $8.4 billion in 2011 from $9 billion in 2010, largely brought on by decreased average annual service spending. This decrease came from both a decline in the average amount spent per service visit and the number of service visits.

The J.D. Power study found the number of service visits also decreased by nine per cent (2.9 visits per vehicle in 2011, on average, vs. 3.2 visits per vehicle in 2010). Annual spending across all vehicle ages declined, with the largest change seen amongst eightto 12-year-old vehicles. Average annual expenditures among this vehicle group declined to $736 in 2011 from $821 in 2010.

AIA Canada’s “Canadian Automotive Aftermarket Demand Study” published in October 2011, found surprisingly large amount of ‘under serviced’ work on Canadian vehicles, especially on vehicles between the ages of four- to 12-years of age.

For Canadian service providers, the question is how to more effectively communicate with vehicle owners so as to tap into this vast pool of service dollars.

“The challenge is getting the customer back into the service operation on a more than once-a-year basis,” says Bob Worts, director, marketing and sales for Ontario and Western Canada with Gem-Car, a maker of shop management software. “When you talk with some shop owners, they will tell you they need new customers.

The reality is what they need to do is to get their existing clients to be coming into the bays three times a year.”

www.ssgm.com

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Worts says there are two major stumbling blocks: shops are missing the vast service and revenue opportunities that already exists at their fingertips, and not effectively using their shop software to communicate maintenance and repair information clearly to vehicle owners.

Let’s tackle the first stumbling block. Where most service shops stumble is not leveraging the service and customer information in their shop software.

In some cases, the problem may be in the software itself. The software may not have a clearly laid out screen for quickly gathering customer and vehicle information, or a means to quickly search for important service information.

Good shop software should allow a service writer to not just quickly input all the important customer information — from their name and address to vehicle type and VIN number etc.

— but to search along a set of critical

Service shops communicating with automobile owners is nothing new. Here is a mailer sent in 1928 by a service operation to owners of the Ford Model T outlining the service work available for their vehicles.

business parameters that can generate sales. Those parameters may include finding all vehicles that require service on brakes or suspension components, or to find all vehicles that are slated for

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|| Customer Communications

Gem-Car’s Enterprise 5.0 shop software allows a service writer to drill down into the Gem-Car’s Enterprise 5.0 allows for more accurate invoicing and calculation of labour shop’s customer database to find service work and pre-book service appointments. times, as well as scanning of parts and shop materials for total service work estimates.

such regular vehicle-required maintenance work as oil and filter changes for a particular week or month.

The Gem-Car software allows for such fine-grained drilling down on vehicle and owner information, which

12 SSGM January/February 2012

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then allows a shop’s service writer or manager to create a variety of mailing options so as to book the needed service and to track the responses, says Worts.

It also allows for automatic mailings of service reminders for vehicle owners

who have pre-booked maintenance and service work.

Karole Lauzier, vice-president of VL Communications, makers of the AD Magique shop software, says their software also allows for such fine-

www.ssgm.com

09/02/12 2:15 PM

Customer Communications ||

VL Communications AB Magiquie software offers a range of features to better manager shop operations and communications with vehicle owners. Some features include a multiple document interface and a panoramic window that allows for quick viewing of sales reports, work sold and viewing sales trends.

sheets that can be printed and given to the vehicle owner. Too often, vehicle owners are confused at to what needs to be done on their vehicle, how various systems work or what is the difference between recommended work and work that has to be Gem-Car’s Enterprise 5.0 shop software allows for faster gathering of vehicle and owner done right away. information, as well as fast access to vehicle repair and maintenance history.

That confusion often leads grained analysis of vehicle and customer information and “the garage to work being postponed and leading manager can choose from a vast array to lost revenue. Such sheets have the of possible communication tools for advantage of better explaining to a proper follow-ups. He or she can send vehicle owner what exactly the probpersonalized letters with eye-catching lems are in their vehicle and the work business letterheads, thank-you cards and parts that are required to fix those or invoices/estimate information. An problems.

“Using such work sheets will help appointment grid enables the shop manager to view and plan jobs weeks a service writer communicate in a language and in a way that makes it or months ahead.

“He can book his jobs in such a easier for a customer to know what is way so that he or she is never caught happening with their vehicle and to in without solid income flows and the make it easier to book and pre-book profit graphs can show a shop what are the work to be done; what areas are of concern and need to be addressed right the most profitable jobs.”

To make booking and pre-booking away and even more detailed inspection service appointments more likely, many forms for more specific kinds of work shop software programs are incorpo- on vehicle systems, along with the cost rating inspection and diagnostic work of the work,” says Worts.

SSGM www.ssgm.com

p 10-13 customer communications.indd 13

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|| Hankook

Inside

Hankook

“Hankook” translated means “Korean” and the tiremaker is a microcosm of South Korea as a whole: rising, fast

By Jim Anderton, Technical Editor

T

ranslated into English, “Hankook” means “Korea.”

And as the nation’s largest tire maker, Hankook Tire has mirrored South Korea’s remarkable expansion from colonial occupation to Asian economic tiger in a single human lifetime. Korea and “Korea Tire” are on a roll and aren’t afraid to challenge Western manufacturers, including tire makers, on a global scale as replacement products and as OE fitments. How fast is Hankook rising? Between 2001 and 2007, the firm rose from eleventh to seventh in rank among global tire makers, with double digit growth figures.

Hankook continues to add capacity across their global operations. The firm operates two plants in South Korea, two in China, (with a third under construction) one in Hungary and is preparing a new plant in Bekasi, Indonesia. Those plants generate a worldwide tire output of 100 million tires by 2014 and Hankook’s 2010 sales were $US4.7 billion.

SSGM was granted a rare opportunity to tour Hankook’s Korean R&D facility as well as the firm’s massive Geumsan plant. Two hours drive south of the capital Seoul, the Geumsan plant reveals how and why Hankook is rising so quickly. With over nine million square feet of space with a production capacity of 22 million units, the huge installation is actually second to Hankook’s Daejeon plant in capacity.

At Geumsan, where SSGM photography on the floor was strictly prohibited, the most striking impression is that of extreme automation. Raw materials are palletized and delivered plant-wide by driverless robotic vehicles. The shop floor is spotless and the air is clean and fresh. A quick peek at a tire building station showed state-of-the-art automated spiral ply buildup with the operator doing little more than monitor the process. Control charts were visible on electronic displays, with processes well within control limits. “Green” (uncured) tires are racked to the ceiling and are also handled with automation, with a surprising mix of tire sizes and types moving through the curing presses. The Geumsan plant can profitably produce small runs of product on an order-fill basis. Warehousing of finished product was minimal, and was also automated with a massive overhead gantry probe

14 SSGM January/February 2012

p 14-16 Hankook.indd 14

Seoul has a vibrant nightlife and modern architecture. According to the CIA Factbook, “moderate inflation, low unemployment, an export surplus, and fairly equal distribution of income characterize this solid economy”

that plucks and sorts stacked tire sets like pickles in a jar.

Tires are 100 per cent inspected by machine vision systems and by human eyeballs, one of the few cases where tires are touched by hand.

Much of the production machinery is Korean made, but Hankook also uses Western equipment where it’s best suited for high-efficiency. Put simply, the Geumsan plant is as advanced as any, anywhere in the world. Although the hard-core tech inside Hankook tire production facilities is a secret, little things tell a story. Factory workers are relaxed and confident. Bulletin boards display worker wellness programs. An in-house newsletter shows an employee’s trophy from a fishing trip. Productivity is high, but the factory is not a sweatshop.

Hankook’s local R&D facility is equally secretive. It’s large, at over 200,000 square feet with a staff of 600, although it’s possible to spot modern MTS tire testing equipment in test cells that would be familiar to any of the Big Three global players. Advanced laboratories include one dedicated to effluent treatment and air quality, explaining why the smell of hot rubber is more noticeable on the test www.ssgm.com

09/02/12 2:16 PM

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|| Hankook

Another example of the high-degree of automation that is characteristic of the Geumsan Hankook facility are these tire presses requiring no human operator.

All tires are machine inspected, but are also checked by trained workers, one of the few places where human hands touch tires at Geumsan.

Materials are transported inside the Geumsan plant by robotic lift trucks. This is a typical view, with lots of automation and few workers for a plant this size.

“Green” tires are racked and picked automatically. The robots are Korean-made Hyundai units. The shine on the floor is standard condition inside the Geumsan facility.

16 SSGM January/February 2012

p 14-16 Hankook.indd 16

tracks built in the shadow of the Geumsan plant than on the shop floor. Hankook does not isolate R&D. The firm has technical centres across the globe, including one in the spiritual heart of America’s rubber industry, Akron, Ohio.

Access to skilled researchers in the giant US market is the commonly quoted reason for the Akron facility, but it’s also conceivable that building in Goodyear’s home town makes a statement about the firm’s long range aspirations.

Hankook’s medium term goal is to rise to #5 among global tire makers, which would put the company at the level of venerable European makers Pirelli and Continental. The ingredients are all there: global production capacity, including China, a broadening OE fitment base, plus a global brand that’s based in the hottest Asian Tiger economy outside of China. It’s easy to see why Hankook and South Korea are successful by taking a stroll through Seoul or South Korea’s second city, Daejeon. Road traffic is busy and advanced subway systems cover the cities like a net, with more construction every year. The population works long hours by Western standards and uses the latest in smartphone technology, frequently texting, talking and shopping on-line during the daily commute, inside subways. South Korea has the highest penetration of high-speed Internet service to the household in the world. Koreans are loyal to locally-made products, but also enjoy luxury European retail stores. Young people frequently speak excellent English and are highly educated by Western standards. They’re also physically larger than their parent’s generation, essentially equal in height to Western youth and perceive themselves to be part of a global youth culture, while retaining a distinctly Korean worldview.

With Hyundai scoring an unprecedented win at the recent North American International Auto Show, the growing influence of Korean popular culture throughout Asia and enviable economic performance, South Korea, in a word, has arrived. As Korea’s largest tire maker, Hankook’s stated goal is number five, but Korea is rooted in Confucian ideals with a five-thousand-year history. Playing their cards “close to the vest” comes naturally. Don’t be surprised if Hankook is really aiming somewhat higher than number five.

SSGM www.ssgm.com

09/02/12 2:17 PM

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09/02/12 2:18 PM

|| Market Report

The Untapped Wealth of Underperformed Maintenance

By Tom Venetis, Editor

A

cross Canada and the United States, the tough economy of the last few of years has caused many owners of older vehicles to postpone a range of needed maintenance work. This represents an untapped and profitable market for both parts suppliers and installers.

The AIA’s recent ‘Canadian Automotive Aftermarket Demand Study: Your Door to Door Opportunity’ with DesRosier Automotive Consultants Inc. (www.desrosier.ca/www.aia.ca) pegged the total retail value of automotive parts and services in 2010 to have reached $18.49 billion. If Canadian vehicle owners diligently followed rec-

ommended service intervals, however, the aftermarket would have grown to some $30.4 billion. This represents a revenue opportunity of $11.91 billion within the Canadian marketplace that is being untapped.

The study breaks this down further for the Canadian market: “Comparatively, the additional opportunity available in 2008 reached $10.33 billion.

This equates to a 15.3 per cent rise in the additional potential demand available from 2008-2010 . . . Over the two-year period, vehicle registrations increased by 800,000, yielding additional potential. Further, Canada’s fleet has gotten older, and older vehicles

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require more maintenance. Most notably, the proportion of vehicles aged eight-12 years increased from 26.5 per cent to 28.7 per cent. This equates to an additional 693,000 vehicles joining by far the most lucrative age group in terms of aftermarket dollars. This group along saw total potential demand rise from $9.32 billion in 2008 to $10.4 billion in 2010.”

To stop any speculation this in only a Canadian phenomena, the trends are similar in the United States. The ongoing recession, in fact, has changed people’s perception of the value of older vehicles. Remember, this was once a culture where vehicles, even a scant few years old, were regularly discarded for shinny new ones, and families had three new cars sitting on the driveway.

“The way (people) think of a 10-year-old car today is different from a few short years ago,” said David ­Portalatin, executive director of industry analysis with the NPD Group (www.npd.com). “More consumers are saying they will keep their older cars, on average, five more years; and those consumers are more willing than in the past to spend on those vehicles in order to keep them in good repair and to keep them on the road longer. In this economic environment, it is a better value proposition than simply replacing the vehicle.”

While economic conditions have certainly shifted people’s car ownership habits, it has not necessarily meant a greater willingness to spend on regular vehicle maintenance. Tough economic times mean people cut back on expenses. One such expense, it would seem, is regular vehicle maintenance.

“The weak economic recovery and high unemployment/underemployment levels continue to impact underperformed vehicle maintenance www.ssgm.com

09/02/12 3:04 PM

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|| Market Report

Canadian Distributors

20 SSGM January/February 2012

p 18-20 35 Market Report.indd 20

in the United States, as vehicle owners postpone important upkeep and repairs,” said Paul McCarthy, vicepresident, industry analysis, planning and member services, with the AASAAutomotive Aftermarket Suppliers Association (www.aftermarketsuppliers. org). “According to the 2011 edition of the AASA’s annual industry analysis publication, ‘Automotive Aftermarket Status Report,’ unperformed and underperformed maintenance in the United States grew by US$8 billion to a stunning US$62 billion in 2010. This tied with the second-highest level ever recorded by AASA in 2002, which was reached during the recovering from the last economic downturn.”

McCarthy continued that while the revenue totaled an estimated US$183 billion in 2010, it would be substantially more “if consumer had performed the maintenance they should (have) to keep their vehicles safe, reliable and running efficiently, the aftermarket would have totaled US$245 billion. In other words, the ‘untapped market’ represents a significant 26 per cent of total aftermarket potential – a quarter of the industry’s potential market is missing.”

NPD’s Portalatin added that while consumer may be deferring some kinds of maintenance work, there are others that cannot be deferred for extended periods. He points to such things as suspension work. When the recession began in 2008, many vehicle owners postponed suspension maintenance and replacement. One-third of owners surveyed by NPD said they knew such

service was needed, but had decided to forgo doing the work right away. By, mid-2009, Portalatin said, suspension part sales were growing at double-digit rates in the United States “The categories that will do the best are going to be the ones that are least discretionary in nature,” he added.

“Batteries are one such category. If you go to your car and the battery fails, you can defer that purchase. It is just you won’t be going to work that day.”

“The largest divergence of the actual and potential market is seen for engine/ power work,” AASA’s McCarthy said.

“The engine/powertrain work category included alternators, fuel pumps, ignition wire sets, starters, constant-velocity joints, transmission filers and transmission repairs. The purchase incidence method values the 2010 market for engine/powertrain work at US$12.3 billion. Using maintenance intervals, the market should have been worth considerably more, at US$38.5 billion.”

Undercar work is another neglected area of maintenance work and revenues.

These include service jobs and components as alignments, calipers, catalytic converters, exhaust pipes, mufflers, shocks/struts and steering assemblies.

“Using the purchase incidence method of estimation, undercar work was worth $US$27 billion in 2010, versus a $40 billion potential market under the maintenance interval method,” added McCarthy.

Areas of underperformed service include wheel alignments, shock and continued on page 35 www.ssgm.com

09/02/12 2:32 PM

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24/01/12 1:23 PM 09/02/12 2:34 PM

|| Engine Additives

Fuel Additives

Today’s fuel additives offer a profitable, labour-saving way of tackling engine deposits

A

mongst many technicians and the general vehicle owning public, fuel additives get the proverbial ‘bad rap.’ It’s not hard to see why that happens. Too many times, one comes across print or late-night

22 SSGM January/February 2012

p 22-24 Fuel Additives.indd 22

By Tom Venetis, Editor television advertisements claiming a particular additive product will help not only clean a vehicle’s engine, but boost performance and increase fuel economy to levels greater than what the vehicle ever had, even when new. When

put to the test (objective scientific tests, not ‘claims’ made by the manufacturer) those additives fail spectacularly. So it is not surprising that many have a skeptical attitude towards the usefulness of additives.

Makers of fuel additives know all about consumer’s skepticism and say people are right to question the exaggerated and unprovable claims made by some makers of additive products.

What they point out is proper fuel additives use the same cleansing formulations found in gasoline that one pumps at the filling station. Since 1995, the Environmental Protection Agency (EPA) in the United States has mandated fuel additive standards in an effort to lower harmful vehicle emissions by improving engine performance. The additives include detergents, corrosion controls and demulsifiers, and metal deactivators (in this issue of SSGM Magazine, one can read more about this in the CARS onDemand article by Chuck Carman on page 23).

“In fact, refinery fuel additives are a U.S. government-mandated part of the fuel blends that each of us pump into our vehicles,” says Matt Erickson, P.E., mechanical engineer, product manager-passenger car with Amsoil Inc. in Superior, WI. “They play an important role in maintaining engine cleanliness and emissions.”

So why bother then with fuel additives?

“There are two main reasons,” says Dietmar Schmid, application engineer at Liqui Moly in Germany. “There are additives for preventative use in order to keep the original performance and fuel economy of the car, and to protect it from the build-up of deposits.”

The build-up deposits are a normal part of an engine’s life. Fuel combuswww.ssgm.com

09/02/12 2:36 PM

p 23 Liquid Moly ad.indd 23

09/02/12 2:38 PM

|| Engine Additives

Excessive deposits can cause severe damage to an engine. Just look at the damage untreated deposits did to this vehicle’s engine components.

Over times, deposits can build up on an engine’s valves impacting engine performance an emissions.

Liqui Moly’s Jectron Fuel Injector cleaner is made to eliminate starting problems, rough idling and poor throttle response caused by carbon and other deposits that build-up on the injectors, valves and throttle body.

tion inside an engine is not perfect and leaves behind soot, ash, fuel residues and other contaminants. Over time, these deposits build up, especially on valves and injectors, and affect the performance of the engine. “(The deposits) absorb fuel when the engine is still cold, altering the proper air/fuel ratio,” says Erickson. “It can also disrupt air flow into the cylinders and cause the

valves to stick. Deposits that accumulate on fuel injectors cause an irregular spray pattern making the air/fuel mixCARS AD SERIES 2010 ture to be less efficient for burning.”

HORIZONTAL FORMAT Deposits that accumulate inside the combustion chamber can cause 1/3 PAGE excessive temperatures that can lead to preignition or knocking, or the deposits in the chamber can ‘flake off ’ and become stuck between the exhaust valve and

seat, causing it to slightly stick open, adds Erickson.

“Usually, the build-up of deposits is a slow process, often not noticed by the driver,” says Schmid, except as a diminishment of engine performance over time. “In the end, these deposits may even kill an engine. Liqui Moly investigated several cases in Denmark where, due to deposits, the injector did not spray the fuel anymore, but emitted a thin line of fuel, thus melting a hole in the piston head.”

“Modern engines with their optimized fuel economy and electronic control system are more prone to get problems due to deposits than with older technology,” Schmid continues.

Modern engines are far less tolerant towards disturbances of the combustion.” continued on page 28

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24 SSGM January/February 2012

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www.ssgm.com

09/02/12 2:36 PM

When Good Is Not Good Enough

By Chuck Carman, Curriculum Developer CARS

D

iagnosing intermittent misfires can be difficult. There are a wide variety of conditions that can be the source of the concern. With so many possible scenarios affecting proper combustion, it just seems unfair when clean fuel must also be suspected—but nobody said being a technician would be easy.

Since 1995, the Environmental Protection Agency (EPA) has established fuel additive standards. These additives include demulsifiers, metal deactivators, antioxidants, corrosion control and detergents.

Additives are used to improve emissions by improving engine performance. However, the established additive specifications levels have not been adjusted since then.

Unfortunately, fuel suppliers have actually reduced some of the detergent additive concentration levels of their gasoline to a point where there is almost no Deposit Control Additives (DCA) present in some samples. This has lead to an increase in engine deposits which has hindered the ability of a vehicle to maintain the strict Tier 2 emission standards. The reduction of these additives can increase emission levels and create drivability concerns.

While engine manufacturers have developed many advancements to further improve performance and reduce emissions, this reduction of fuel additives has worked against some of these improvements. The introduction of returnless fuel systems has lowered emissions by not returning hot fuel back to the fuel tank.

However, by not having a return fuel line it is much easier for fuel contaminants to collect forming deposits in the fuel rail, injectors and on the intake valves, causing misfires, increased emissions and other drivability concerns. Many times, the issue these deposits create are intermittent and will only be experienced during very specific driving conditions, such as turning in one direction or acceleration or deceleration, making diagnosis of this condition more difficult to isolate.

Six of the world’s top automakers have recognized that the current EPA minimum

www.ssgm.com

p 25 CARS On Demand.indd 25

detergent standards are not what is needed for their current level of high-performance, low-emission producing engines. They have set a higher standard for gasoline performance. They call this “Top Tier” gasoline and published the standards for the various gasoline retailers to voluntarily meet. This blend of fuel has enhanced detergents and no metallic additives. In fact, detergent levels for Top Tier fuel can be 2.5 to five per cent higher than the minimum EPA standards and the Canadian General Standards Board. The use of gasoline manufactured to this standard can have a noticeable improvement on engine performance and emission reduction.

Unfortunately, not all gasoline retailers carry the Top Tier fuel. Retailers must offer Top Tier fuel in all grades to become approved by the automakers. A list of gasoline retailers that meet this standard in Canada and the United States can be found at www.toptiergas.com.

This means a customer may be purchasing clean fuel from a retailer and inadvertently contaminating their fuel system due to the fact that these enhanced detergents have not been added. Many times, if the concern is intermittent, taking a fuel sample may not clearly show the contamination. It may be necessary to carefully remove the fuel rail, ensuring that the fuel within is not lost, so it can be closely inspected in a clean container. The inside of the fuel tank may also need to be closely inspected for deposits.

If found, the entire fuel system must be flushed. This means purging the fuel rails and injectors of any deposits following the manufacturers’ recommendations. In extreme cases, the injectors may need to be replaced if chemically cleaning them can not correct the internal restriction. It also means removing and having the fuel tank properly cleaned, not just drained. If it is only drained, the condition will return in as little as a few hundred kilometres.

If the fuel system has been exposed to contamination for an extended amount of driving time, some of the deposits will pass through the fuel system and collect on the intake valves. This build-up of debris can cause the stems of the valves to bind and stick, causing further performance problems. If the damage has managed to develop to this extent, further repair will be needed. In many cases, the valve stem deposits can be chemically cleaned without having to disassemble the cylinder head.

In severe cases the valves and possibly the cylinder head may not be serviceable and will require replacement.

If fuel contamination is determined to be the cause of the drivability concern, advise the customer to purchase fuel from high-volume retailers that sell Top Tier gasoline to keep from experiencing a repeat condition.

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

January/February 2012 SSGM 25

09/02/12 2:38 PM

|| Jim’s Rant

First impressions matter “V

By Jim Anderton, Technical Editor

Not only is effective marketing possible for smaller independents, it’s necessary to compete with major chains and big box operations . . . Begin inside your shop, by looking at it from your customer’s perspective.

ehicle” is word we use to describe things with wheels that we cycle through the bays to make money. There’s a vehicle, however, that’s just as important to the bottom line, but gets nothing like enough thought from shop owners: marketing. Marketing isn’t an option for most shops. Word of mouth is great, but if you want growth, you can’t get it from your existing customer base. And the inability to effectively market your shop is as big a handicap as low productivity or sloppy bookkeeping.

There are many reasons for this. The main one is a lack of training around this vital function. Business management courses are everywhere, and good or bad, they rarely describe how to properly position your business for growth. Another is the belief that strong marketing is only for the big guys: expensive, complicated and too difficult to get right for independent shops. Wrong, on all counts. Not only is effective marketing possible for smaller independents, it’s necessary to compete with major chains and big box operations. How do you start? Begin inside your shop, by looking at it from your customer’s perspective. Get friends or family to do it if you can’t be impartial. Demand brutal honesty and begin with the basics. Can the customer find you? Can a prospective customer pick out your shop’s signage amongst a forest of other business signs? Is the name memorable?

Jim’s Auto is simple, but isn’t Light Speed Auto Service more evocative of your capability?

Consider the approach to your facility. Is there adequate parking? Is the main entrance prominent and easily accessed from the parking area? Everything matters at this level. I’ve seen shops with a side entrance and a door with a return spring so stiff that customers have difficulty opening it — not the way to put them in a positive frame of mind as you hand them that invoice.

Naturally, the waiting area is clean and comfortable, and the service writer is friendly, right? One item missed frequently is the interaction between the service writer and customer. Somebody — writer, owner or tech — should greet a customer as they enter the building, always. If on the phone, pause and tell the customer you’ll be right with them. If the writer has to leave the desk, leave a little card or sign saying “We’ll be right back.”

This is basic stuff, but is too frequently overlooked. A very successful shop owner I’ve spoken with won’t hire anyone with a visible tattoo, because a major part of his customer base are women, who he feels can be intimidated by techs and service writers who look like bikers. It isn’t rocket science that you should make the customer comfortable. The next level is to add features like comfortable seating, coffee, free WiFi and a TV monitor, ideally containing loops of your techs doing great work in between a news/sports channel feed. So far I’ve just commented on the initial customer experience walking into your shop. There’s a lot more to marketing your business, but the bottom line is that profitable shops do it well, and unprofitable shops don’t. And that’s really all you need to know.

What do you think?

Have your say and speak your mind! letterstotheeditor@ssgm.com 26 SSGM January/February 2012

p 26 Jims Rant.indd 26

www.ssgm.com

09/02/12 2:38 PM

p 27 AIA ad.indd 27

09/02/12 2:39 PM

|| Engine Additives continued from page 24 What properly formulated fuel additives do is remove those deposits while not harming critical engine components. This is an artful balance.

“Amsoil P.i. Performance Improver works by cleaning everything the fuel touches, including fuel injectors, intake valves and combustion chambers,” Erickson says. “It removes deposits that have built up over thousands of miles. Comprehensive product testing has been done to ensure that it is safe to use and it is effective in cleaning engines.”

The challenge for service shops is making the use of fuel additives a part of the maintenance schedule.

“Additives are a great opportunity to generate additional sales and to get happy customers,” Schmid says. “It may be a good idea to offer and explain additives to everyone bringing in their car for an oil change or inspection. A shop can offer a fuel cleaning in combination with an oil change.

“Imagine a customer has a car suffering from deposits.

The shop used to have two options: either make the car owner accept the situation or clean the injectors manually.

Now, they do not need to take a brush in the hand, but use cleaning additives as a chemical brush. You achieve the results without much investment in labour and the customer is happy just to pay a few dollars to get the problem solved.”

SSGM

28 SSGM January/February 2012

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www.ssgm.com

09/02/12 2:37 PM

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|| News Briefs news continued from page 9 management to business solutions for shop owners in Canada.

Mac McGovern, director of training for KYB America, who is considered to be one of the aftermarket’s leading trainers and advisors; Jessica Reynolds, a social media expert focusing on strategy, organizational policy, risk mitigation and crisis management; Tom Deans, an award-winning speaker and author of the book “Every Family’s Business”; and Dave Meunier, whose Automotive Management Training and Consulting group is one of the most sought after providers of business solutions for shop owners in Canada.

“This event is a great opportunity for shop owners and managers to learn how to grow their business,” states Marc Brazeau, president of AIA Canada. “It is also a great occasion for networking, and for jobbers who want to help their customers by providing them with this chance to learn from key industry experts.”

AIA is also proud to announce that Dennis Hull will be the closing Keynote speaker. Though he’s the selfeffacing brother of Bobby Hull and the proud uncle of Brett Hull, Dennis Hull takes a back seat to no one on the speakers’ podium — Dennis is one of the most talented speakers and comedians in all of sports. Attendees should be prepared to be entertained as Dennis shares his wealth of anecdotes and stories from the many experiences he has acquired.

Matco Tools Named No. 1 Tool Franchise in America

Matco Tools announced its Matco Tools Franchise was named the best franchise in the “Tools Distribution Category” and 26th overall in Entrepreneur’s 33nd Annual Franchise 500.

“Matco Tools is a world-class franchise system with low startup costs, internal financing and a proven business model,” said Ernie Lauber, senior vice-president of sales at Matco Tools.

“We are honored that among the hundreds of other franchises, Matco has been recognized by Entrepreneur Magazine as best in class once again. We see 30 SSGM January/February 2012

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VL Communications Offers NAPA PROLink SE with AB MAGIQUE, INFOCAT VL Communications is offering the latest NAPA PROLink SE software integrated into its shop management software AB MAGIQUE and INFOCAT. The integration offers shop owners the ability to order

with the former integration screen (right click) or the new SE screen (left click). VL goes further and offers the ability to choose a part from an image rather than having to type its description.

this as a reflection of the power of the Matco’s Business System.”

Franchisors are judged by an independent auditor and measured by a set of objective, quantifiable criteria, including financial strength and stability, growth rate, and size of the system.

Also measured are the number of years the company has been in business, the length of time it’s been franchising, startup costs, litigation, percentage of terminations and whether the company provides financing.

Those companies that receive the highest cumulative scores join the prestigious Franchise 500.

In the 2012 rankings, Entrepreneur named the Matco Tools Franchise fourth in the “Top 10 Home Based Franchises” category and number 23 in “America’s Top Global Franchise.”

Matco Tools has been named the best tool franchise five times in the last six years.

“We are invested in the success of every franchisee and are committed to providing a foundation for growth including flexible financing options for franchisees and their customers, national advertising, and outstanding service and support,” said Lauber.

WORLDPAC Supplier & Training EXPO (STX) 2012 a Success

WORLDPAC announced their second Supplier & Training EXPO (STX) was an enormous success. The WORLDPAC Supplier & Training EXPO (STX) took place January 12-15, 2012 at the Anaheim Marriott Hotel and Convention Center in Southern California. The event, initially created as WORLDPAC’s vision to help customers better succeed in the changing aftermarket environment, was the second of its kind and eagerly anticipated following the success of the first event held October 2009 in Orlando, FL. Due to the overwhelming support of WORLDPAC’s customers, the WORLDPAC Supplier & Training EXPO (STX) 2012 was double the capacity of the first event. “Our 2012 Supplier and Training EXPO achieved the goals we set to further support our commitment to our customers and suppliers,” said Bob Cushing, president of WORLDPAC. During the four-day event, more than 1000 WORLDPAC customers from the US, Canada and Puerto Rico attended exclusive technical and business training presented by over 40 of www.ssgm.com

09/02/12 1:52 PM

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09/02/12 2:43 PM

|| News Briefs Canadian Production of the All-New 2012 Honda CR-V Begins at Honda of Canada Mfg. in Alliston, Ontario

the industry’s most respected instructors. The event kicked off Thursday evening with a cocktail reception which provided an opportunity for independent service center professionals to network with their peers as well as suppliers, instructors and WORLDPAC’s management team.

On Friday and Saturday, guests experienced full days of advanced level training followed by evening EXPO events featuring over 80 manufacturers and an extensive tool & equipment show.

“The Training Program, taught by the industry’s leading instructors, provided our customers a comprehensive business and technical training curriculum designed to meet the demands of growing their business in a challenging business environment,” said Cushing.

“The Supplier EXPO provided our suppliers, all World Class manufacturers, the opportunity to meet the industry’s leading automotive professional business owners, technicians and service writers to discuss their products and programs.”

Additional event highlights included special guest speaker Charlie Gorman, former Chairman of the National Automotive Service Task Force (NASTF), who presented the group with a discussion of the changing aftermarket and predictions for the future, a raffle featuring over 100 valuable prizes, and a Hollywood themed EXPO where a cast of celebrity impersonators rolled out the red carpet for WORLDPAC customers. The event concluded with a half day of training on Sunday before guests departed for home with knowledge designed to increase the success of their independent service center business. The overall feedback from attendees was that the event was an invaluable experience and a 32 SSGM January/February 2012

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Production of the all-new 2012 Honda CR-V officially began at Honda of Canada Mfg. (HCM) in Alliston, Ontario. With the addition of CR-V to the Ontario facility, Honda Canada’s two best-selling vehicles, the Honda Civic and CR-V, are now being made in Canada by Canadians.

“The Honda CR-V has set the gold standard in the compact SUV segment and has been embraced by Canadians since it arrived here in 1997,” said Jerry Chenkin, executive vice-president, Honda Canada Inc. “We’re proud that the all-new 2012 CR-V will be Canadian built.”

The addition of the CR-V to HCM’s production lineup makes it the first Honda plant in North America to produce four distinct models (Civic, CR-V, MDX and ZDX) on one line, demonstrating the flexibility and capability of HCM and its Associates.

“It certainly has been a challenging year for our 4,200 Associates at HCM,” said Gilles Madore, vicepresident, Honda of Canada Mfg. resounding success.

WORLDPAC imports and distributes OE and quality aftermarket replacement parts to independent import and domestic service centers in the US, Canada and Puerto Rico.

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“But with Civic being named Canada’s number one-selling passenger car for the fourteenth straight year and the addition of Honda’s second best-selling vehicle in Canada to our facility, we’re incredibly proud of what we have accomplished and are ready to provide Canadians with a madein-Canada CR-V.” In November 2011, Honda celebrated 25 years of manufacturing in Canada at its facilities in Alliston, Ontario. Since 1987, Honda has built close to six million vehicles and invested more than $2.6 billion in Canada. The company also purchases more than $1.1 billion in goods from Canadian suppliers every year.

“The inauguration of Honda’s new CR-V at the Alliston plant in Ontario signals the strength of the auto sector in Ontario, new momentum for Honda and demonstrates confidence in the province’s economy,” said Brad Duguid, Minister of Economic Development and Innovation. “This move helps secure our position as a top auto manufacturing hub in North America and protect valuable sector jobs.” software, contains more than 7 million import and domestic, multiple brand applications for virtually ‘All Makes, All Models.’ The company also offers extensive customer services such as their highly praised technical & business training and targeted customer marketing solutions. www.ssgm.com

09/02/12 1:52 PM

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09/02/12 2:43 PM

|| Identifix

Intermittent Insanity

By Arlen Mauland, Identifix Chrysler Master Technician

ave you ever had a vehicle with an intermittent problem in your shop? Of course you have, and you know all too well how difficult and time consuming it can be to diagnose correctly.

Recently, I had a call on a 2006 Dodge Durango that had an elusive intermittent problem. The gauges would quit working at times, yet the odometer would light up but wouldn’t indicate new miles while driving. If the problem was present at key on, the radio and power windows would not work for about 20 seconds after the key was turned ‘on.’

The gauges could work correctly for a period of time, and then some days, only intermittently. The dealer had already installed a new instrument cluster and an ignition switch in an attempt to repair this with no change in the symptoms.

The instrument cluster replaces the Body Control Module (BCM) on this model and directly or indirectly controls many electrical functions. The instrument cluster is referred to as the Cabin Compartment Node (CCN) when connecting a scan tool or when referencing its function as a BCM. I asked the technician to connect a scan tool so that any and all codes could be recorded before beginning the diagnosis. The scan tool showed a code B2107 in the CCN, which indicated a problem with the ignition switch status input to the CCN. The code would come back almost as soon as the key was turned ‘on’ even if the cluster was working at the time. The trouble tree for this code directed the technician to check fuses 1 and 27 in the Integrated Power Module and fuses 9, 19 and 34 in the junction block.

When checked, all of these fuses were good and all had power to them. While checking the fuses in the junction block, the technician noticed that even the slightest movement of a wiring harness or connector near the junction block would affect the operation of the instrument cluster.

The ignition switch inputs to the CCN were then moni-

tored using the scan tool. The ignition switch run/start (F21) circuit status would change from ‘True’ to ‘False’ at times, yet the instrument cluster was working OK at the time.

The scan tool was then set up to display data in a graphing mode of the ignition switch run/start circuit. This display was much easier to see than when just looking at the normal data display while trying to lightly move the wiring harness near the junction block. The graph on the scan tool clearly showed the voltage to the cluster was coming and going much like a square-wave pattern. See Figure 1.

When the technician unplugged all the connectors at the junction block and inspected all of the terminals, they looked clean and tight. The problem seemed to be in the junction block, but the technician could not pinpoint the cause. The fuses feeding the instrument cluster never lost power but finally the technician noticed something interesting when rechecking voltage on fuse 19. If the voltmeter probes were barely touching the fuse the problem was gone. Fuse 19 feeds ‘key on’ power to circuit F21 to the instrument cluster. He removed fuse 19 and looked at the terminals. The terminals in the junction block on one side were spread slightly further apart than the other fuse terminals. See Figure 2.

After carefully bending the terminals in the junction block to grip the fuse terminal slightly tighter, the problem was gone. It is important to note the instrument cluster would sometimes operate properly even though the power on the Run/Start circuit (F21) to the cluster was coming and going according to the scan tool. This is because the instrument cluster normally stays powered up for about 10 seconds after power is lost on the F21 circuit, which causes a delay of any symptoms to appear after the intermittent loss of voltage on the F21 circuit. This is what caused the difficulty in diagnosing this tough intermittent problem.

Imagine how many parts could have been thrown at this problem had the shop not decided to call us when they did.

SSGM

Figure 1

Figure 2

Certified: Chrysler Master, ASE Master + L1

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Market Report || continued from page 20 strut work, and battery replacement.

“For every 100 vehicles on the road, an additional 0.6 wheel alignments, 5.4 shock or strut jobs, and 5.6 battery replacements are required. Across the whole fleet, underperformed work corresponds to (a) missed opportunity of $12.2 million, $453.6 million and $135.4 million respectively,” the AIA’s study reports.

In Canada, when comparing the recommended maintenance intervals on several key parts categories (batteries, brakes, cabin air filters, coolant, oxygen sensors, shocks and struts, transmission fluid and wheel alignments) with the actual maintenance performed, reveals similarly large sums of unrealized revenues.

According to the AIA’s study, a total of 14 million maintenance jobs that should have been performed in those categories were not done in 2010, with work either being delayed or forgone all together. It amounts to $2.43 billion in unachieved revenues, or $111 per light vehicle on Canadian roads today.

While $111 per vehicle does not sound like much, shop owners and managers should take out the calculator and simply take that figure and multiply it by how many vehicles come in the shop per day on average and then start using that figure to calculate how much is left untapped for the whole year.

To simplify things, take a hypothetical shop that worked on 10 cars that day. Using the AIA’s figures, that means $1,110 of potential revenue was possibly lost because of unperformed maintenance work.

If you are a parts supplier, that figure should give you a lot to think about for how much revenue is being lost to your business.

While the continuing economic uncertainty may cause some to despair, analysts suggest there is still a lot of hope in the aftermarket with a great deal of potential for parts suppliers and independents to generate profit and growth.

“The automotive aftermarket significantly outperformed the original www.ssgm.com

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equipment (OE) sector and the general economy during the last downturn and in most recessions,” said Steve Handschuh, president and COO, with the AASA. “Longer term, the new U.S. fuel economy regulations are good for the aftermarket, as they will reduce the cost per mile driven, serving as an economic incentive for mile driven and hence the aftermarket. Bottom line, in AASA’s 2011 Q3 Barometer, 89 per cent of automotive aftermarket suppliers predicted growth for their company in 2012.”

NPD’s Portalatin added parts suppliers can help drive parts sales and tap into this vast underperformed service market by helping educate installers on the value of aftermarket parts for vehicle owners. The reality, according to Portalatin, is today’s vehicle owner is putting a greater premium on quality than on price.

“Consumers tell us they will spend a little bit more if they believe the product will last longer or improves the efficiency or longevity of their vehicle,” he added. “This is a great opportunity for parts suppliers and installers to appeal to the consumer’s sense of value. Aftermarket suppliers and installers will have to work hard to communicate their expertise and parts availability. The overriding theme we hear from consumers is they would prefer in 2012 to go to an independent repair facility.”

For independent service shops, the challenges will not just be educating vehicle owners on regular maintenance. It will be finding new ways to get that message out through social media and other online media, to use more effectively their customer databases and software to get vehicle owners into the bays regularly.

For parts suppliers, it means getting not just having parts available, it will require providing shops with training and support on new products, sales materials and support for social media and online initiatives to reach vehicle owners to help promote maintenance, the shop’s skills and the quality of the parts available.

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SSGM BAYWATCH New Products

Beck/Arnley Introduces Premium OE Automatic Transmission Fluid for Type T-IV Vehicles Beck/Arnley’s new premium OE automatic transmission fluid for type T-IV 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 Toyota, Lexus, and Scion automatic transmissions, to help promote smooth shifting in extreme temperatures and prevent transmission shudder.

Premium OE automatic transmission fluid for type T-IV is chemically balanced to help protect

seals and “O” rings, and to provide corrosion, rust and wear protection, as well as resistance to oxidation to prolong fluid life. Beck/Arnley’s comprehensive line of high quality OE fluids for Asian vehicles is formulated using the same technology that OEMs use, so they are a great alternative to what the dealer supplies.

Beck/Arnley www.genuineoefluids.com/ www.beckarnley.com

Heavy Duty Catalog Released for Raybestos Chassis Raybestos brand chassis parts — a member of the Affinia family of brands — released a heavy duty catalog (RCHD-11), with coverage through the 2012 model year. More than 1,005 heavy duty chassis parts apply to more than 294,000 medium and heavy duty catalog listings; offering full coverage for the most popular foreign and domestic applications. Raybestos Professional Grade heavy duty chassis parts specifically match the application’s ball and socket for built-in

strength and durability, and their synthetic bearing designs reduce friction, wear and endplay. Professional Grade heavy duty designs always match the application for better steering control, ride quality and service life.

The permanently attached polyurethane dust boot helps prevent premature failure caused by contamination, providing clean, consistent, long lasting performance.

Raybestos www.raybestoschassis.com

Phoenix Systems’ Brakestrip ID Determines DOT Brake Fluid Types Phoenix Systems introduces BrakeStrip ID, a visual brake system performance test that quickly identifies the Department of Transportation (DOT) type of brake fluid in your vehicle. Vehicle manufacturers design brake systems to use a specific type of fluid, and BrakeStrip ID is designed to make sure your brake fluid meets the proper specification for your vehicle. BrakeStrip ID, which identifies

DOT 3, 4 and 5.1 brake fluids, also finds brake fluid that needs replaced. BrakeStrip ID is a Motorist Assurance Program (MAP) approved brake fluid test and features a three-year accuracy guarantee. It is available at leading automotive retailers and comes in a tube of 100 strips.

Phoenix Systems www.brakebleeder.com

A/C Leak Detection Is “E-Z” with the EZ-Shot Kit The Tracerline TP-8646 OPTIMAX Jr/EZ-Shot A/C Kit is a complete A/C leak detection kit that makes it easy for technicians to spot all air conditioning leaks—fast and efficiently. The kit features the OPTIMAX Jr, a cordless, compact, blue light LED flashlight with power comparable to 75W lamps. With an LED lifetime of 100,000 hours and an inspection range of up to six feet (1.8 m) or more, the OPTIMAX Jr will locate leaks missed by other lamps. Also included in the kit are the EZ-Shot A/C dye injection gun with hose and coupler, an 8 oz BigEZ universal dye cartridge for all A/C systems (treats up to 64 vehicles), an eight oz spray bottle of GLO-AWAY dye cleaner, fluorescence-enhancing glasses and underhood labels. All these components are stored in a rugged plastic carrying case.

Tracerline www.tracerline.com 36 SSGM January/February 2012

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

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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 AIA Canada. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.aiacanada.com BMW AG. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 39 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.bmw.ca CARS Council. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24 . . . . . . . . . . . . . . . . . . . . . . . . . www.carsondemand.com Gabriel. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 5 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.gabriel.com Global Leak Detection. . . . . . . . . . . . . . . . . . . . . . . . . 9 . . . . . . . . . . . . . . . . . . . . . . . . . . www.SmokeWizard.com Honeywell Consumer Products. . . . . . . . . . . . . . . . 17 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.honeywell.com Identifix. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 2 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.identifix.com Imperial Oil. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 21 . . . . . . . . . . . . . . . . . . . . www.retailers.winwithmobil.ca Launch Technologies. . . . . . . . . . . . . . . . . . . . . . . . . 33 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.launchtech.ca Liqui-Moly. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 23 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.liqui-moly.de Monroe Shocks/Walker Emissions Control. . . . . . . 13 . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.expert-plus.com Monroe Shock & Struts. . . . . . . . . . . . . . . . . . . . . . . 15 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.monroe.com NGK Spark Plugs. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 29 . . . . . . . . . . . . . . . . . . . . . . . . . . . www.ngksparkplugs.ca Nissan Canada. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 7 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.nissan.ca Prevost Corp . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.prevostusa.com Posi Lock . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.posilock.com Ross-Tech LLC . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 . . . . . . . . . . . . . . . . . . . . . . . . . . . www.VCDS-ProKit.com SPX Canada. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.robinair.com Valvoline Canada. . . . . . . . . . . . . . . . . . . . . . . . . 17,37 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.valvoline.com VL Communications. . . . . . . . . . . . . . . . . . . . . . . . . . 35 . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . www.vlcom.com Wakefield Canada . . . . . . . . . . . . . . . . . . . . . . . . . . . 31 . . . . . . . . . . . . . . . . . . . . . . . . . www.wakefieldcanada.ca 38 SSGM January/February 2012

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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

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BMWAM0108-LooksMayBeDeceiving-ENG-Jan13-rev1.pdf

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The Ultimate Driving Experience.速

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

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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!

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