Service Station & Garage Management June 2012

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

JUNE 2012

Aftermarket Chicago

• TPMS • Drive Clean

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SSGM what’s inside June 2012

Vol. 42 No. 5

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 12

PRODUCTION MANAGER Steve Hofmann (416) 510-6757

See Page 32

PRINT PRODUCTION MANAGER Phyllis Wright

Market Report Social Media has changed buyer-seller relationships. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

Drive Clean

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

Changes coming next year to Ontario’s Drive Clean program. . . . . . . . . . . . . . . . . . . . . . . . . . 18 AWARD-WINNING MAGAZINE

TPMS Simple things to keep in mind about this technology . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Tenneco Tech Tip Diagnosing and selling ride control . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

Global Aftermarket Symposium Who will win in the battle for vehicle service business. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Departments Editorial. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 News. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Baywatch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28 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.

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“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

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Inc.

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15/06/12 11:29 AM

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|| Tom’s Editorial

Is it surprising Gen Y is not buying cars?

T

By Tom Venetis, Editor

Those who do decide to buy a vehicle will have a greater incentive to hold onto it and maintain it. If a vehicle is considered a necessary investment to make, it is also one that has to be maintained to retain value over many years.

he driver’s license was once a right-of-passage. Teenagers could not wait to turn sixteen so they could get a driver’s license and take the family car out for a spin; or, if they were so lucky, to take their own car, usually a hand-me-down and one held together by duct tape and pushed by a bunch of friends to get the motor to start. The car was freedom, a place to be with your friends and listen to your music without mom and dad yelling at you to turn that noise off. Movies such as American Graffiti celebrated that culture, proving that rashness belongs to youth; prudence to old age.

It seems old age has hit the young rather early. CNW Group finds those between 21-34, a prime age for purchasing new vehicles, are, in fact, foregoing buying a car in growing numbers. Those under 19 are showing even less enthusiasm for purchasing a car anytime in the future.

There are good reasons why that is happening. It takes longer today to establish a well-paid, long-lasting career. Those in the Gen Y bracket will likely graduate with large student debt loads and find a lackluster job market. They are likely to be well into their 30s before they have anything resembling a stable career with a meaningful paycheck, enough to afford a car or, for that matter, a house.

Another reason is young people tend to live and work in urban environments.

Many tell me they place a high premium on finding jobs that can be reached through public transit or by bike. They have crunched the numbers and owning a car and paying for insurance and regular maintenance makes no sense in today’s urban landscape.

Urban landscapes also offer another advantage for those that are forgoing car ownership. I know many who make regular use of services as Autoshare or ZipCar, where one pays a small fee to use a vehicle for a few hours or for the day. It again makes no financial sense to them to spend money on a vehicle that will likely sit in a parking space most of the time. Why not spend the money on something more important, such as rent or food, or putting money towards retirement.

This has spooked the auto industry that is looking for ways to engage this demographic group. But it should not spook our industry. The upside to this is that those who do decide to buy a vehicle will have a greater incentive to hold onto it and maintain it. If a vehicle is considered a necessary investment to make, it is also one that has to be maintained to retain value over many years.

Service shops will sell themselves as a means of maintaining that vehicle investment. Sell yourself right to this group of car owners and you can maintain a customer-base that will be there for the long-run as they are more likely to stay with a service operation that helps them maintain their investment.

What do you think?

Have your say and speak your mind! letterstotheeditor@ssgm.com 6 SSGM June 2012

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|| News Briefs CARQUEST Announces 2011 Supplier of the Year

At its 2012 Supplier Summit, CARQUEST Auto Parts named Gates Corporation as its 2011 Supplier of the Year. The annual award was recently renamed the Larry McCurdy Award, in memory of Larry McCurdy, an industry leader and former board member of General Parts International, Inc. McCurdy passed away in 2010.

CARQUEST’s Supplier of the Year Award was created in 1992 to recognize a supplier’s contribution to CARQUEST’s success through quality products and outstanding marketing support. Each supplier is evaluated on several key areas: Quality; Driving Sales; Providing the Right Product, Right Place, Right Time and Delivery of Unparalleled Customer Service.

“While there can only be one annual winner of the Larry McCurdy Supplier of the Year award, it takes great partners to help our team achieve new heights and Gates Corporation is top in their class,” said Craig Barnes, CARQUEST U.S. senior vice-president Merchandising and Marketing.

ACDelco Canada Launches New Social Media Strategy To Support Customers

ACDelco Canada has launched official Facebook, Twitter and blog pages for their customers. The pages will feature informative updates, relevant industry commentary and technical information for repair facilities across the country.

The additional online applications plus the new blog mean the Canadian independent aftermarket have even more avenues to connect with the brand.

“It is only fitting that as a global automotive parts brand, ACDelco have not only a Social Media presence, but also be a leader in our business category in the Social space” commented Kevin Brimble, ACDelco network & marketing manager. “Globally, businesses and people are as connected as ever, and our business is no exception”.

ACDelco currently has an integrated online presence with their TechConnect and training web sites. The TechConnect site gives repair facilities an online area for the aftermarket, with 8 SSGM June 2012

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NGK Spark Plugs Celebrates 30 Years in Canada NGK Spark Plugs Canada Limited brought employees and customers together to celebrate the company’s 30th anniversary in Canada.

The ignition and emissions component supplier held a gala dinner event at the Hilton in Markham, Ont. that featured corporate and political dignitaries as well as compelling entertainment. Among the speakers at the event was Eiji Yamamotoa, consul general of Japan at Toronto, Town of Markham Mayor Frank Scarpitti, Deborah Moynes-Keshen, executive vice-president, Automotive Industries Association of Canada.

“I wanted to express any sincerest appreciation to every employee for their [contributions] to the success of NGK in Canada,” president and CEO of NGK World Wide Shinichi Odo addressed the attendees. “I would like to thank all of you for your great support over the past 30 years as we look forward to a prosperous future.”

Akihiko Yamauchi, president of NGK Canada, also spoke to the crowd. “Thanks to the support of our valuable employees and customers,” said Mr. Yamauchi, “NGK has been continually growing and maintains pace with the market changes. We an additional secured site exclusively for ACDelco Program members that has all relevant and proprietary program information.

ACDelco’s training website 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.

“We want to be able to connect with our customers where they’re comfortable, and for many it is now online, added Mr. Brimble. Thousands of tech-

Presidents of NGK and USA Canada receiving congratulations from the Mayor of Markham. From Left: Mr. Shinichi Odo, Mayor Frank Scarpitti and Mr. Akihiko Yamauchi.

need to grasp these changes, and at the same time we must and maintain a high level of social responsibility.”

Entertainment came in the form of a ceremonial dragon dance preceded by an eye-dotting ceremony with traditional and contemporary music provided by The Toronto Chinese Orchestra.

Guests were also invited to tour the company’s headquarters and warehouse in Markham, Ont., where NGK Spark Plugs, Wires Set, and NTK Oxygen Sensors are inventoried in addition to Akebono brake pads, which the company represents for the Canadian market. nicians go home and log into Facebook just like the rest of do. And now when they do — ACDelco will be there.”

ACDelco has refreshed their TechConnect web site to highlight their new social media tools. ACDelco Canada can be followed on twitter at @ ACDelcoCanada and on Facebook at ACDelco Canada Automotive Parts (http://www.facebook.com/ACDelcoCanada)

NAPA Autopro of the Year: Ontario

At the recent NAPA Autopro Ontario Conference held at the JW Marriott in Muskoka, Columbia Auto Service was awarded NAPA Autopro of the year for Ontario. The award recognizes those that go above and beyond in consumer relationships, management of their www.ssgm.com

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Columbia Auto Service was selected from 160 Banner members in Ontario.

Columbia Auto Service scored very well in categories measured for selection criteria such as brand image and appearance, customer retention, participation in training and delivery of the POM warranty and the 10/400 warranty information to the consumer.

Columbia Service was also awarded a Leadership award at this conference. This was their third award in this category. Leadership awards were also given to Main and Market Service Centre Ridgetown, Roy’s Service Centre Orangeville and Simon Bros.

Automotive Repair in Brampton.

In recognition, Jim Voigt wishes to thank his very supportive team of dedicated professionals at Columbia Auto Service for their day to day efforts to be consistent and professional in every process of the business. Columbia Auto Service has been part of NAPA since its start in 1983.

ACDelco’s 2012 Summer Bearing and Fuel Pump Rebate Promotions

ACDelco announced the 2012 Summer Bearings and Fuel Pump Rebate promotions, running from June 1 – July 31, 2012. ACDelco is offering a $4 rebate on qualifying ACDelco Advantage Hub Bearings, OE Hub Bearings and $5 on qualifying ACDelco Electric and Modular Fuel Pumps*.

A minimum purchase of six Bearings and five Fuel Pumps per rebate redemption is all that is required to qualify for the rebate. Simply fill our the redemption form and submit the applicable paperwork to promotion headquarters.

All Canadian Independent Service Centres (ISCs) are eligible to participate.

Visit www.techconnectcanada.com, or contact your ACDelco Bearings and Fuel Pump, Full Line Distributor or the ACDelco Info-Line at 1-80026-DELCO to find out how you can participate as well as for complete rules and regulations. *Qualifying ACDelco parts: Advan10 SSGM June 2012

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tage Hub and OE Hub Bearings (Line 2, sublines: E, F, O) and Electric and Modular Fuel Pumps (Line 43; Sublines: C, D, G, H) from ACDelco Canada.

Canadian Automotive Service Sector Consumer Behaviour Study Reveals How Many Rely on their Vehicle to Earn a Living

AIA’s “The Canadian Automotive Service Sector Consumer Behaviour Study” indicates that one out of three participants agree that they rely on their vehicle to earn a living. In addition, the average daily commute is estimated to be 39 minutes for Canadians across the country. The report, contracted to J.D. Power and Associates by AIA Canada, aims to shed light on the motivations and influencers of consumer behavior when it comes to the repair and maintenance of their vehicle. Designed to benefit all AIA member companies, the overall goal of this study was to gain a better understanding of consumer attitudes and habits at the shop level.

“Our vehicle fleet in Canada is growing in size and aging”, states AIA Canada president Marc Brazeau. “At an average age of 8.5 years, it is surprising to find out through the Canadian Automotive Service Sector Consumer Behavior Study that as vehicles age, there is a significant decline in the frequency of service visits as well as a significant increase in the amount spent per visit. The industry would benefit from a concerted effort to promote the benefits of regular maintenance, as vehicles get older. Frequent visits with a lower price tag result in happier customers, compared to those who come in less frequently and face a high repair bill.”

The study found that 56 per cent of all last service occasions were prompted due to routine maintenance. In addition, six percent of service occasions were, “Service provider scheduled maintenance” and 13 per cent were, “Tire replacement/seasonal change”.

That being said, it is safe to say that three quarters of vehicle service occasions are routine, or seasonal, therefore predictive in nature. Contrary to previous belief, Canadian drivers regard

the maintenance of their vehicles with importance. These figures are a credit to the success of programs such as the industry-led campaign, Be Car Care Aware. However, an exception may be younger drivers (aged 18 to 24), where only 50 per cent cited routine maintenance as the reason for their last service occasion. The study suggests an educational campaign targeted to younger drivers might be beneficial.

“Automotive Service Providers (ASPs) should also take note of the communication preference of their customers”, said Dave Fifield of Wakefield Canada and Chairman of the AIA Market Research Task Force. Nearly four out of 10 (37 per cent) auto owners demonstrated a preference for their ASP to communicate with them via email — not far behind those who prefer phone calls (46 per cent) and well ahead of those preferring traditional mail (12 per cent). In addition, texting and social media have now become an option for ASPs when communicating to their customers. A number of participants aged 39 and under — many of whom will be service customers for many years to come — indicated text messaging as their preferred means of communications.

Customers appreciated a vehicle inspection during their service visit — two-thirds believed their vehicles are being inspected during the service occasion, and in those instances, customers cited a significantly more satisfying visit. They also indicated a higher level of forward intended loyalty (70 per cent) and advocacy to the automotive service brand. Indications are that conducting an inspection can not only boost overall service satisfaction, but encourage the customer’s intention to recommend a shop.

SSGM

For more news visit our web site www.ssgm.com www.ssgm.com

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2000

1965

Valvoline launches MaxLife®, the first motor oil for high mileage engines

Valvoline introduces the first & best selling racing oil of all time

1866

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1939

Valvoline develops X-18, a single grade oil which could be used in place of 18 different specified automotive lubricants

1996

Valvoline launches DuraBlend™, the first synthetic blend motor oil

2012

Valvoline launches NextGen™, the first national branded recycled motor oil

Valvoline invented the engine oil category almost 150 years ago – and we haven’t stopped pushing new innovations since.

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Welcome to the Next Generation in motor oil.

Learn more about NextGen™ at NextGenMotorOil.ca © 2012, Ashland Inc. TM Trademark of Ashland or its subsidiaries in various countries.

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|| Market Report

Knowing Your Customer Email, Social Media are becoming means of knowing, communicating with your customers Tom Venetis, Editor

S

uccessful businesses are built on knowing who your customers are and effectively communicating with them. Take the Coca-Cola Company. Everyone probably knows its signature product Coke. But did you know that the CocaCola Company is also the world’s largest beverage company, selling nearly 500 sparkling and still brands of beverages around the world, including bottled water, juices and ready-to-drink teas and coffees? Is it surprising to learn then the Coca-

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Cola Company spends many millions of dollars on knowing who their worldwide customers are and finding unique ways of communicating with them through not just traditional advertising, but with highly-focused social media strategies?

Some of you may be thinking, “Well, that’s Coca-Cola. They sell fizzy drinks. I repair cars.”

Before you get too sidetracked with that notion, remember one thing: you are a business just like the Coca-Cola Company and you need to know

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Market Report ||

who your customers are and to embrace new ways of communicating with them so you can stay successful. Selling a fizzy drink is no different than selling your automotive maintenance and repair services. It comes down to knowing who your customers are and communicating effectively with them; and for them to communicate effectively with you.

OK, where do you start? Creating a customer profile and communicating more effectively with them starts with what is, in fact, right at your fingertips. On your desktops and service counters there are databases that are updated each day with customer information: who they are, where they reside, what vehicles they own and what maintenance service and repairs have been done over the years. Your service writers speak to them every day, knowing many by their first names and often adding little notes to their computer records as when their birthdays are, for example, if their kids drive the family car or have scraped together enough money to buy their first vehicle.

“Profiling problems are often not about collecting too little data, but rather about mining it in a way to produce accurate profiles and/ or predictive buying patterns,” says Phil Sasso,

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president of Sasso Marketing, and aftermarket marketing services agency based in Chicago.

“Analyzing thousands of customers purchasing thousands of parts in dozens of configurations can be overwhelming to both man and computer.

Distilling millions of data points to only the few most relevant points can help bring the customer profile in clarity.”

Timothy F. Bednarz, Ph.D, a well-known author of business books and articles focusing on skill and performance improvement, says business of any kind, but most especially in the automotive aftermarket, should be conducting regular analysis of “who their customers are, what is the average sales value and how profitable is that sale to their business.”

“After the first filtering pass, analysis should be conducted in each major (product) category, to see if there are variations in specific customer groups,” Bednarz adds. “Since each business has a different customer mix, reports can be developed for order patterns, product purchases, average sale and profitability. Analysis should provide insight into customer segments and behaviours, which can be analyzed for more information and perspectives.”

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|| Market Report

ing by looking at the rear-view Sasso, who has helped many “The best data is a blend of mirror. The best data is a blend installer operations understand their customers, says the key to buying patterns and customer of buying patterns and customer input from quick surcreating a good customer proinput from quick surveys veys and polls.” file is to not fall into the trap and polls.” of what he called ‘marketing myopia.’ That is, trying to pre-guess what cus- Social Media: How your customer tell tomers are like and ‘trying to read into the data you about themselves what we expect it say. Sometimes the problem Change is constant, to rephrase a saying by is relying on static algorithms and not human Heraclitus. Nothing is truer of that dictum than analysis to find buying patterns.” The other thing how social media has changed the way businesses to avoid is thinking that things don’t change, that do customer profiling and communicate with who your customers are right now and what they customers. Social media like Facebook, Twitter, are buying right now is going to remain the same YouTube and even that old standby email, are key in the future. to building customer profiles and relationships.

Let’s remember what happened to the autoWhat makes them unique is to look at how motive in the 1970s. When the oil shock hit they affect the way a business gets a message North American, executives at the Big Three across to customers. Traditional advertising is automakers said North Americans would never a one-way street. No one ever talked back to a trade-in their large, fuel-inefficient vehicles for print ad or television commercial. The only time those small, more fuel-efficient Japanese and a business might hear from a customer is if a cusEuropean vehicles. They knew what their cus- tomer wrote a letter or did not buy the product tomers wanted: big, gas-guzzling cars, something advertised. that would never change, regardless of high fuel Social media has upended all that. Commuprices. We all know what happened and how the nications is now two-way. Customers today will automotive landscape looks today. often share — sometimes rather obsessively — a “I have a bit of a bias,” says Sasso. “I believe wealth of personal information, from what they relying on historic data alone is a bit like driv- had for lunch to what their favourite box of cereal is, what movies they like and what companies they deal with and why they patronize them. And all of this is in real time.

Businesses are now investing heavily in social media as a way of both understanding who their customers are and to get real-time feedback on their products and services. Let’s look at the Coca-Cola Company again for a moment. Recently, Coca-Cola did an email-based customer engagement and retention program with Yesmail, an e-marketing firm. Using what it learned from the email surveys, it incorporated the information into its CokeUSA.com web site to improve the relationship between the company and its brands, and enhance communications between the customers and the company. The site let customers use Facebook to connect to others and for Coca-Cola to communicate about the products and the company, and to push promotion campaigns and services. Coca-Cola was able to use all 14 SSGM June 2012

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NEW NAME. SAME AWESOME. CASTROL SYNTEC IS NOW CASTROL EDGE. WE CHANGED THE NAME, NOT THE OIL. WE’LL LEAVE THAT PART TO YOU.

For more on Castrol EDGE products, visit us at WakefieldCanada.ca, call 1-888-CASTROL, or call your Wakefield Canada representative today.

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|| Market Report

the customer supplied information to update its customer information and to integrate the information into its databases.

The automotive industry has clued into the power of social media as well. Take a look at what one person said about this at Techi.com (http://www.techi.com/2011/02/automotivenew-media-marketing/): “As dealers invest in digital marketing education, they are starting to understand how search and social work to amplify their brand online,” said Brian Pasch, CEO of PCG Digital Marketing. “This new knowledge is connecting their entrepreneurial nature with the power of new media. When the light bulb goes on, dealers can’t move fast enough to embrace new media opportunities.”

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J.D Power and Associates’ 2012 Canadian Manufacturer Website Evaluation Study finds a similar trend with automotive sales. When auto makers have highly effective and engaging web sites, ones that engage the consumer and solicit feedback and provide useful tools to answer questions quickly, people using those sites are much more likely to go to the dealership to test drive a car.

For those who work on automobiles, it goes without saying social media will become a major part of any customer profile and relationship management strategy. The days of just posting a place-page online with your location and phone number are over, just as the Yellow Pages is fading into a dog-eared memory.

A good starting point will be to use social media not only to build up-to-date customer profiles, but to reward them for their loyalty and to engage them in a more direct manner. Use Facebook and Twitter to break news and important announcements, and use social media to offer exclusive information, deals and promotions only available to those who participate in your social media strategies.

Encourage participants to supply user-generated content to the sites, such as videos, testimonials about your products and services. There is no better advertising to prospective new customers than the encouraging testimonials of your existing satisfied customers.

There is no better way to find out about your customers than to give them way to engage with your business.

SSGM www.ssgm.com

12/06/12 8:33 AM

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|| Drive Clean

The more things change Ontario gears up for major changes to the Drive Clean program

By Andrew Brooks

O

ntario’s Drive Clean emissions reduction initiative is about to undergo a major change into a two-pronged program. As of January 1, 2013, participating Drive Clean test facilities (DCFs) will be required to offer Onboard Diagnostics (OBD)-based emissions tests for newer model cars and will have the option to offer two-speed idle (TSI) tests for the quickly shrinking population of older models (1988 to 1997 inclusive). The new tests will replace the dynamometer-based testing that has been the cornerstone of the program since its inception in 1999.

The update reflects the fact that a critical mass of light duty vehicles now possesses sophisticated onboard self diagnostic monitoring and reporting systems, and is based on the view that these capabilities can and should be leveraged to provide a new generation of more effective and sensitive emissions assessments.

“We believe the new testing technology that will be used will reduce emissions by 20 per cent over the current program,” says Kate Jordan, a spokesperson for the Ontario Ministry of the Environment, which has overall responsibility for the Drive Clean program. Since the changes

were announced, the ministry has been circulating information to DCFs so that they can decide whether to get onboard with the new tests. At press time, Jordan said, around 50 per cent – approximately 1,000 shops – had opted to stay on with the program, and the ministry was maintaining consultations, including education and outreach programs, to make sure undecided shops had enough information to make an informed decision.

“Our current equipment hasn’t been updated in 13 years, and we believe it’s time,” Jordan says. The Drive Clean office says that it has been receiving feedback from DCFs that the old Ontario test Unit (OTU) equipment is more and more expensive to maintain and needs more frequent repairs. Jordan also says that the new tests will be faster for the consumer, and also more accurate than the previous tailpipe emissions test.

The new OTU that will be used for the tests has been custom-built to Ontario specifications in a modular design that allows participating shops to configure the unit for combinations of repair only, OBD, TSI gas analysis and heavy duty diesel testing. The unit employs web-based software that means it’s always connected, and

Accreditation type

Equipment required

Purchase price

Lease deposit

Monthly lease payment (66 months)

OBD-only light-duty vehicle test and repair

Base OBD only

$6,757

$540.57

$133.52

Light duty vehicle repair only

Repair only unit (ROU)

$6,095

$487.60

$120.44

Light duty vehicle test only, OBD and TSI; light duty vehicle test and repair, OBD and TSI

Base OBD and TSI

$13,531

$1082.49

$267.37

Light duty vehicle test only, OBD and TSI; heavy duty gas and heavy duty diesel

Base OBD and TSI and new DX270 Smoke Meter

$20,454

$1636.34

$404.17

18 SSGM June 2012

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www.ssgm.com

15/06/12 11:38 AM

Drive Clean ||

upload and download of data will be quicker. The will protect DCFs from the cost of unexpected unit can also be used for training and real-time repairs. There are no plans to change the maxitechnical assistance via teleconference, as long as mum test fees chargeable to light-duty vehicle a high-speed Internet connection is available. users, Parsons says.

When they purchase the new OTU, DCFs Only DCFs that are accredited currently are will be required to sign a mandatory Equip- eligible to apply for the modernized program, ment Purchase and Maintenance Agreement which will be opened to all interested businesses with Parsons Canada Ltd., a private compa- in January. The new performance contract manny that provides and maintains the equipment dates that DCFs provide Drive Clean program under contract to the government of Ontario. services until June 30, 2018, which is the term As of January 1, 2013, the current OTU will be of the service contract between Parsons and the replaced. Parsons will dispose province. Purchase and lease of the old units for a fixed fee. costs, maintenance fees and Equipment purchase and training costs will remain the lease prices are on a sliding Only DFCs that are accredited same over the period of the scale, depending on the con- currently are eligible to apply agreement. figuration the DCF opts for. A Until the end of Decemfor the modernized program. basic selection is given below, ber, vehicles are only required although the full scheme offers to meet current dynamometer many more combinations. tailpipe emissions standards.

In addition to the up-front Many DCFs will likely have purchase price, DCFs will also be required to pay the new OTU before the switchover, but if a a monthly maintenance fee starting in January. customer’s car fails an OBD test before then the The fee schedule provided by the Drive Clean failure won’t count, and only a dynamometer fail office is fairly complex, reflecting the wide range will require remedial action. However, an OBD of possible testing and repair combinations that test failure before January will mean that the car DCFs can choose from. Monthly maintenance will have to be re-tested on the dynamometer. fees for light vehicle tests start at $170 for repair Eli Melnick, owner of Toronto’s Start Auto only and $172 for OBD-only test and repair, Electric, has been involved with the Drive Clean and reach $322 for added heavy duty gas and program from its inception in May 1999. That’s diesel test-only and test and repair accreditations. when he became part of the Drive Clean Focus Parsons says that the fixed maintenance fees Group, a group of DCF owners who provide www.ssgm.com

p 18-20 Drive Clean.indd 19

June 2012 SSGM 19

12/06/12 8:36 AM

|| Drive Clean input and recommendations to the program. As part of the Drive Clean beta test program, Start Auto Electric already has the new OTU on hand.

Aside from gaining invaluable hands-on experience with the unit, Melnick and his team are also providing Drive Clean with information on how it can be improved for use in the field based on

their experience.

There are a lot of considerations for shops to take into account before deciding whether to be part of the new Drive Clean program, Melnick says. “It’s a lot cheaper than the first phase of the program, but it’s still quite a bit of money.

It’s not a money-maker.” The test fee is $35, one third of which goes to the government, so the shop sees a little over $22. Melnick cautions that participating shops will now have to explain to customers why they’re not getting a Drive Clean sticker when technically there’s nothing wrong with their car. “Once you find and fix a problem you have to run a vehicle for two or three days to get the monitors to run and make sure everything’s okay and the Check Engine light doesn’t come on.” Even if the problem has been fixed, the vehicle won’t pass the test right away.

Melnick believes that a lot of education and explaining will be required up front after the changes come into force to get the customers to understand the differences in procedure. “Yes, the test is quicker now, but explaining and dealing with a failure is going to be a lot more time intensive,” he says.

For Melnick, the new phase-in may well resemble the initial launch of Drive Clean in 1999, when all DCFs were new to the program and had problems with diagnosis, work piled up quickly, and customers and shops alike were confused about what was required. “There are a lot of issues ahead of us.”

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www.ssgm.com

12/06/12 8:36 AM

p 21 Ford ad.indd 21

12/06/12 8:37 AM

|| TPMS

The Challenge of

TPMS

Knowing just these few simple things about this technology will bring you new service, revenue opportunities Tom Venetis, Editor

F

irst, a little history: TPMS (Tire Pressure Monitoring System) was introduced in Europe as an option on some luxury vehicles in the 1980s, such as the Porsche 959 in 1986. The Renault Scenic in 1999 used a system developed

by Michelin. In the United States, TPMS was introduced after the passage of the TREAD Act under then-President Bill Clinton. It mandated the use of TPMS systems in all light motor vehicles. The idea was that TPMS would alert drivers to when their vehicles had dangerously under-inflated tires and thereby prevent roll-overs or tire blowouts that could result in fatalities to driver and passengers. By 2008, all new vehicles sold in North America were mandated to have TPMS systems.

At its core, TPMS technology is simple, made up of four key components: a sensor in the wheel, a body control module, a receiver/antenna and a display icon.

Inside each wheel on Direct TPMS (the most common type of TPMS) the wheel sensor measures tire pressure and temperature inside the wheel and then the TPMS sensor

The Bartech USA TECH400SD can diagnose problems and reset the TPMS control module of Asian makes such as Nissan, Honda, Subaru and Toyota. Also, because the TECH400SD is an activation tool, it can quickly activate the TPMS Sensors during a domestic car relearn on such makes as GM and Ford.

22 SSGM June 2012

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transmits the data to a receiver and eventually the body control module, which then transmits that data to the driver through a dashboard display.

From Simple to Complex

Andy Forsberg, OTC Electronics Product Manager, Service Solutions LLC says many TPMS systems can be, in this own terminology, “simple or smart.”

A simple TPMS system would tell the vehicle owner a tire or tires have fallen below an acceptable threshold of pressure, for example, or are dangerously above that threshold, but will not tell the driver which tire or tires are the ones with the problem. The owner has to get out their trusty tire pressure gauge from the glove compartment (which every vehicle owner should have) and test the individual tires until they come across the ones with the problem.

OTC’s popular Genisys scan tool works with the OTC TPR activation tool for vehicle TPMS re-learning. www.ssgm.com

12/06/12 8:37 AM

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SSGM_fullPage.indd 1 p 23 Mr Transmission ad.indd 23

5/9/12 2:12 PM 12/06/12 8:39 AM

|| TPMS

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VDO REDI-Sensor: The seamless, multi-application service solution for TPMS. VDO REDI-Sensor™ delivers over 80% coverage with just 3 sensors.

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“On the ‘smart’ systems, the technology takes the guesswork out of TPMS,” adds Forsberg. “If there is a sensor reporting, the ‘smart’ system is going to tell the vehicle owner what tire that sensor is on, so the driver or the service technician does not have to go around and make a guess which tire is the problem. A tire that is 10-15 per cent too low in pressure is not obvious visually.”

Now this is where things get a little complicated.

Each sensor emits a unique ID number that it transmits to the vehicle’s electronic TPMS systems. The reason for this is to prevent ‘cross-talk’ amongst the sensors. Try to imagine if the same make and model year of vehicle pulled up beside you at a red light or stop sign. If the TPMS sensors did not have unique ID numbers it is very likely your onboard TPMS would register the other vehicle’s tire pressure and temperature information, say that the other vehicle’s left-front tire is low on pressure. But you would not have a way of knowing that and assume that your vehicle’s tire pressure is low.

It is important to remember this piece of technical information because it is the reason why the TPMS systems have to be programmed or set to relearn when tires are rotated or TPMS sensors are replaced.

“Each sensor has its own digital ID, frequency and protocol,” adds Scot Holloway, general manager with Bartec USA, LLC, a maker of TPMS tools. “The sensor ID, in particular, must be recorded or programmed to the vehicle in order for the TPMS to work properly. Every time a sensor is replaced, the ID must be programmed/re-learned to the vehicle.”

This is critical for vehicles that have the ‘smart’ TPMS systems that OTC’s Forsberg mentioned earlier.

Since these vehicles monitor the tire’s pressure and temperature, along with their locations, the onboard TPMS systems have to re-learn the location of the sensors if the tire positions changed, or that a new sensor has been installed to replace a failed sensor. So what happens if that is not done?

24 SSGM June 2012 CO1240 Seamless - SSGM - Third 6_12 V1_5.indd 1

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Well, the vehicle owner will still be able to drive their vehicle. But when that vehicle registers a problem with a tire, the vehicle owner will be given the wrong information as to where that problem tire is located. It’s not too hard to understand how that would happen.

If the on-board system knows that a particular sensor is located on the front-left tire that is how it will display that senor’s information to the driver on his or her dashboard. But if that tire is moved, the on-board TPMS will still register the tire at being located at the front-left position even if the tire is now located somewhere else on the vehicle. The on-board TPMS uses the sensor ID simply as a means of saying “That unique ID is for the front-left tire,” to the vehicle owner. If it moved, it has to re-learn the location of the sensor’s ID, or it will continue to tell the vehicle owner that the sensor is located on the front-left wheel even though it has moved, say to the passenger side of the car.

Forsberg says one can see this probwww.ssgm.com

5/15/12 3:18 PM

12/06/12 8:38 AM

TPMS ||

lem with some rental vehicles using TPMS if the tires have been rotated, but the technician did not re-learn the system.

“I will get a notice that there is a low-pressure warning in front-right tire,” he says, “but when I pull into a gas station to fill that tire, it turns out to be 10-15 psi over-inflated. In fact, it is the left-rear tire that is low.

“What has happened is that the vehicle was not taught that the position of the tire and sensor has changed. It still believes that the sensor is reporting a low-pressure situation from the front-right position.

“Drivers will take the wrong information being given to them and add air to an already properly inflated tire, soon making the tire dangerously over inflated.”

Always be Ready to Re-Learn

Just as each sensor has a unique ID, vehicle makes and models have their own re-learn procedures. Bartec USA’s Holloway says there are three common resetting or re-learn types today: Stationary — 29 per cent of vehicles uses this method, also known as “On-Board.”A TPMS activation tool is required with the car in “re-learn” mode. New IDs can be programmed without driving the vehicle.

OBDII — 35 per cent of vehicles uses this method, also known as “scan tool” method. A combination activation and scan tool is required to program new sensor IDs into the vehicle. New ID’s can be programmed without driving the vehicle.

Auto-Learn — 36 per cent of vehicles uses this method, also known as “drive in” method. A vehicle can learn a single new ID and in some cases multiple new IDs without the use of a tool. It requires driving the car in order to turn off the light.

“Less that 40 per cent of the vehicles can reset themselves,” Holloway adds.

“Some ‘Auto-Learns’ can only do one new TPMS sensor at a time, or it takes www.ssgm.com

p 22-25 TPMS.indd 25

a lot of driving.”

What that means is that a shop doing tire changes, rotations and sensor replacements will need to invest in a combination of scan tools and activation tools.

Both OTC and Bartec USA offer a combination of TPMS tools and activation tools. OTC offers an activation tool that works with its popular Genisys scan tool, along with a library of easily accessible re-learn procedures for the many vehicle makes and models on the road through the Genisys tool.

Bartec USA offers the Tech300SD, an activation tool and the more advanced Tech400SD activation and scan tool combination.

For service shops, the investment in these tools is going to be critical to capture tire business, especially in two areas. One big growth area will come from the simple fact that TPMS sensors have to be replaced when their onboard battery runs down, as the battery cannot alone be replaced.

It is sealed so the whole sensor has to be removed and a new one installed.

With many sensors now nearing the end of their battery lives, there is going to be a booming business in service shops replacing these sensors and then having to re-learn the vehicle systems once those new sensors are installed.

Another is the simple fact that sensors can and often are neglected by vehicle owners, so they will have to be replaced. This is going to be where your shop’s technicians patience and training will come in handy.

“The sensors have consumable parts that need to be replaced each time the tire is serviced,” Holloway says. “This will help insure that proper sealing is maintained, and limit the amount of corrosion. Also, using the proper replacement parts is critical. Use only new nickel plated valve cores to prevent galvanic corrosion.

“Always use a plastic dust cap to also limit corrosion. When properly maintained, the sensors should last five to seven years, before battery failure. At which point the entire sensor must be replaced.”

SSGM

Canadian Distributors

June 2012 SSGM 25

12/06/12 8:39 AM

|| Tenneco Tech Tip

A

sk any of your customers when they last changed their shocks and/or struts, and chances are they won’t be able to remember. That probably means their current vehicle is still riding on the OE units, a common issue that should be a concern to them

and to you.

Because ride control components usually wear out very gradually, most consumers can’t diagnose a loss of steering and handling precision, braking performance and damping efficiency. But, if you were to let them compare these key performance indicators after the installation of new shocks and struts, they would most likely be pleasantly surprised by the difference.

Common Signs of Worn Shocks and Struts

Camber

Centre

Cupping

26 SSGM June 2012

p 26 36 Tenneco Tech Tip.indd 26

Industry experts recommend replacing shocks and struts after 80,000 kilo­meters of service to help enhance ride and handling. Of course, shocks and struts can wear out after 50,000, 60,000 or 70,000 kilometers, too — there’s no benchmark that captures every operating condition (potholed roads, heavy loads) and driving style (aggressive, high-speed driving can accelerate the wear of a variety of undercar components).

To make sure you catch every worn shock and strut that drives into your shop, first rely on the 80,000k recommended replacement benchmark, ask the customer how and where he or she uses the vehicle, and follow these quick inspection procedures: 1. Road Test. If the vehicle is in for an alignment, brake job or any other repair beyond a common maintenance item (such as an oil change), make sure you conduct a quick road test. Is the steering precise and responsive? When you hit a bump, does the steering wheel try to turn on its own? Do you hear any strange “clunks” or other noises from the chassis? Next, perform a variety of quick stops from 25 and 35 miles per hour; does the nose of the vehicle “dive” and the rear rise up rapidly and/ or bounce during these maneuvers?

Also check for a condition known as “memory steer,” or the tendency of the

All pictures courtesy of Tenneco.

Quick Tips for Diagnosing and Selling Ride Control Replacement

Measuring tire wheels to continue in a certain direction after turning. The proper function following a turn is for the wheels (and steering wheel) to return to center.

Diagnosis: Unresponsive and/or sloppy steering indicates worn steering and suspension components, potentially including shocks and struts. Strange noises could be loose or worn mounting loops, brackets or other critical steering/suspension parts. “Nose dive” and other signs of rapid, unwanted weight transfer during stopping is a sure sign that one or more ride control components isn’t functioning properly.

Memory steer is commonly caused by worn upper strut mounts, which creates unwanted friction in the steering system.

2. Tire Inspection. A close inspection of the vehicle’s tires is like a detective’s forensic analysis — the condition of the tires can tell you a great deal about how the vehicle is operated and which related steering and suspension components aren’t in good condition. (Remember that tires, shocks and ­chassis components are all parts of the vehicle’s Safety Triangle system, which helps provide safe steering, stopping and stability. When any of these parts is worn or damaged, it can affect the performance of the other parts within this system.)

Diagnosis: Worn steering and suscontinued on page 36 www.ssgm.com

12/06/12 10:33 AM

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12/06/12 8:41 AM

SSGM BAYWATCH New Products

Prenco C.O.P. Boots Constant high voltage, heat, oil, grease and ozone exposure will eventually deteriorate C.O.P. Boots and cause them to fail. Inspect and replace C.O.P. Boots every 50,000 miles to correct or prevent misfires, and to help prevent further costly damage to Ignition Coils, Sensors, ECU’s, and Catalytic Converters.

Prenco Progress & Engineering Corp. www.prncocorp.com

Complete Airless, Hot Air and Nitrogen Plastic Welder All-In-One Urethane Supply Company’s Nitrogen Plastic Welding System (6056) combines an Airless Plastic Welder (5600HT), a Hot Air Welder (6053), and a Nitrogen Control Box (6053N2) on one convenient welding cart. The complete package contains virtually everything a shop needs to produce the highest quality plastic welds including a variety of welding rods and ribbon. The technician can simply plug in the unit, connect a nitrogen tank and shop air, and begin working.

Urethane Supply www.urethanesupply.com

28 SSGM June 2012

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www.ssgm.com

12/06/12 8:42 AM

p 29 VLCOM ad.indd 29

12/06/12 8:43 AM

SSGM BAYWATCH New Products

Validator Tool PH2 Solutions Inc. has introduced the PH2 Validator, a diagnostic product that expedites the overall repair validation and monitor completion process for getting OBDII vehicles inspection compliant. Within a 10-mile test drive, or less, PH2 Validator’s solution helps the PCM (on-board computer) make a quick decision or repair validation and inspection compliance thus eliminating hours, days, weeks or hundreds of miles of driving. If monitors don’t complete within that time, the Validator Analysis will provide a roadmap as to what may be delaying, suspending or preventing a monitor from completing. In addition, the emissions diagnostic tool will allow the technician to view in real time the efficiency of all supported monitors.

PH2 Solutions Inc. www.ph2solutions.com

Auto-Camping Leak Stop Auto-Campings’s Leak Stop stops small leaks in evaporators, condensers, hoses, gaskets and seals. Its formulation does not contain polymers and will not harm or block A/C system components, reclamation and recovery machines. It is compatible with Pag, Ester and Mineral oils. Auto-Camping Leak Stop contains 2 oz. of R134a refrigerant and a full U/V Die charge.

Auto-Camping Ltd. www.autocamping.ca

30 SSGM June 2012

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www.ssgm.com

12/06/12 8:42 AM

p 31 CARS Essentials ad.indd 31

12/06/12 8:44 AM

|| Chicago Aftermarket

THE BATTLE FOR VEHICLE REPAIR BUSINESS:

Who Will Win?

By Phil Sasso

T

here is a war going on across Canada. In fact, it extends across all of North America. It’s a battle for automotive repair customers.

The competitors? The battle positions dealers, franchise chains, and independent service stations against one another. And the stakes are high.

It’s your very livelihood. Be on your guard. Only the strong will survive.

O.K. maybe I’m being a little melodramatic.

But the competition is heating up for customers and panel of experts at the recent Global Automotive Aftermarket Symposium in Chicago predicted there will be a big fallout in the coming few years.

The repair shops that survive and thrive will be those that understand not just how to best service cars, but also how to best serve customers.

Car Age vs. Car Generation

Old thinking looked at the age of the vehicle to determine which service center vehicle owner’s favoured. But recent research sees things differently.

Researchers have gone from looking at service center choices by vehicle age to looking at them by owner number.

“When you look at the aftermarket connection, the first owner is very 32 SSGM June 2012

p 32-34 Chicago Aftermarket.indd 32

car dealer-oriented,” said Canadian researcher Dennis DesRosiers, founder and president of the independent consulting firm DesRosier Automotive Consultants Inc. “You get at the other end, the fourth and fifth owner is very much a DIYer and all things in between. In the United States you have five owners of a vehicle through its life.

In Canada we have four owners.”

Looking at decisions by demographics, there are some interesting models, DesRosiers said. Take a retired boomer, for example. They tend to keep their vehicles longer, focus on more upscale vehicles and are very dealer-loyal. At age 65 to 70, ownership stretched out into 10 to 15 years since they tend to drive only a few thousand miles a year.

On the other hand, typically an entry-level ownership for young drivers is a third owner or fourth owner of a vehicle, says DesRosiers. So he’s not as likely to go back to the car dealer for maintenance. He tends to favour chains or independents.

Although first owners may be loyal to their dealerships, they tend to only be loyal for light repairs and minor maintenance, said US researcher Bill Thompson, CEO of IMR Inc. “It’s not necessarily that they’re [bringing the dealer] tremendous amounts of

heavy repair.”

“Even though they tend to drive half as much, a lot of the older population tends to be reasonably mobile,” said Tom Langer, president and founder of TLG Research, Inc. Since they’re likely to find themselves anywhere in the country at any time, they’re very brand and warranty sensitive. They’re looking for service centers that can serve their warranty nationwide. “That’s something that a corner shop might not be able to offer without a connection through maybe one of the program groups or something.”

Technician Shortage Affects Independents

“We’re about to see a fairly significant outflow of technicians and shop owners as they reach retirement age,” said Langer. “We’re facing a shortage of somewhere between 40,000 and 60,000 technicians,” said Langer of the North American workforce. He believes that will create stratification among technicians in dealerships, independent and franchise specialty shops with dealers winning top technicians.

“Car dealers can simply pay the techs more, offer them better benefits, draw them with retirement plans and things like that,” said Langer. “A www.ssgm.com

12/06/12 8:45 AM

p 33 All Data ad.indd 33

12/06/12 8:46 AM

|| Chicago Aftermarket smaller shop just simply doesn’t have the opportunity to do [the same thing], just based on size and volume. So they clearly have a draw and a pull to the technicians.”

“The second group that tends to do very well are the franchisers, because they have a very strong business model,” said Langer. “Walk into a Meineke or a Midas or one of those and follow their model … there’s usually a master tech in there somewhere running the shop and there are a whole lot of people making $8 or $10 an hour doing basic exhaust brake maintenance work. The turnover tends to be high but they deal with it because they’ve got the strong management in place.”

“I’m not predicting the demise of the independent repair garage,” said Langer. “Except for those who haven’t come to realize that if they’re not making appropriate investments in technology and people, they’re going to lose both to the dealers and to the franchise specialists. And with them will go the vehicle owners.”

“I think everybody thought that … dealership closing equals share gain for aftermarket,” said IMR’s Thompson. “[But] they got rid of their lowest most inconsequential performing dealerships. And as a result, dealership share has bounced back. I think they will continue to try and be the first touch point and maintain that touch point throughout, as long as they possibly can.”

“That’s not to say that there is no migration to the aftermarket,” said Thompson. “There absolutely is. The migration starts [with] oil changes and tires and brakes and things along that line … in that first span of those four to five years. You know, a car gets paid off and the real question is what happens after that point in time?”

“We’re talking about 150 billion plus dollars service market,” said Thompson.

“And every percentage matters. Every one point matters” The length of first ownership has gone up, said DesRosiers. “I think the current Polk data … is somewhere north of 60 months … and that’s gone up by 10, 15 months in the last few years. In Canada, your first owner — 34 SSGM June 2012

p 32-34 Chicago Aftermarket.indd 34

hang on to your hat — owns for 96 months.”

Canadian Baby Boomer Boom

Canada has the largest baby boomer group as a percentage of population of any country in the world, said DesRosiers. “Even more so than the United States. So, it’s a pretty big issue for us to monitor.”

“As you get older and older, the importance of reliability increases quite dramatically,” said DesRosiers. “As the importance of reliability increases with the boomer — you end up back to your car dealer. And so the car dealers are actually doing quite well.”

The Future of Independent Canadian Shops

“From a purely Canadian perspective, the independents have typically been somewhere 30 share to 40 share, give or take,” said DesRosiers. “[It’s been the same] for a long, long, long, long, long time. I’ve got 42 years of looking at this.”

“What I’ve never been able to figure out is how they do survive,” said DesRosiers. “In the face of the chains and the car dealers and the issues … They don’t have the best location. They don’t [have] the money for advertising and marketing. They can’t do the training.

They’ve got human resource issues all over the place. Yet they seem to be to hold share.”

“I just think that they have this personal relationship with their customer,” said DesRosiers. “Everybody in the market … is looking for Joe. And that Joe might work at a car dealer. He may work at a chain. But he’s very likely working at an independent where you can build that relationship, personal soft relationship and that will hold share.”

“I’m totally bullish on this industry,” said Langer. “I grew up in this business.

I’m so excited about the future of it. I’m excited for a lot of the independents that I meet here because they’ve figured it out. They’ve got it.”

“I couldn’t agree more,” Thompson “There’s a ton of opportunity. It’s not doom and gloom by any stretch of the imagination. And to all of our points, there’s time. There’s a lot of ducks to aim at. Pick your duck. The key is knowing what these trends are, what’s actually happening so you can actually intervene at the right points as a company.”

“And there’s a lot of business out there,” added DesRosiers. “Canada, U.S., Mexico, collectively is north of $200 billion. And so — and even the largest player is only … a small piece of that. And so do the work. You should be able to do it. Find it. There is a spot for it.”

“No reason to get depressed till you have a hundred percent share.

Then you got nothing else to do,” said Thompson.

SSGM www.ssgm.com

12/06/12 8:45 AM

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12/06/12 8:46 AM

|| Tenneco Tech Tip continued from page 26

Feathering

pension parts (including shocks and struts) are primary contributors to unusual tire wear patterns. “Toe wear,” which leaves a saw tooth-style wear pattern across the tread surface, is typically caused by worn tie rods, a condition that throws off alignment angles. “Camber wear” is a condition where only the inner or outer (but usually the inner) edge of the tire shows significant wear. This is often caused by weak springs, worn ball joints, collapsed control arm bushings and other chassis problems. “Cupping,” where scallops or cups have been worn around the edge of the tire, is a sure sign of worn suspension parts, including shocks and struts. Severe tread wear toward the center of the tire typically points to over-inflation issues, whereas fairly even rates of wear on the outside edges (and little or no wear at the center) indicate under-inflation.

3. Ride Height Analysis. Always compare the vehicle’s actual ride height with the manufacturer’s specifications.

Flat

Shoulder

Toe 36 SSGM June 2012

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Diagnosis: Any appreciable change in ride height indicates a worn coil spring.

If the vehicle is equipped with struts, that coil spring is integral to the strut assembly, so pay special attention to the condition and performance of the rest of the strut unit as well. Springs and struts are always best replaced in pairs.

4. Jounce Test. To perform a proper jounce test, be sure the dampers are primed either by first driving the vehicle or jouncing each end three or four times. Once the units are primed, compress each corner by hand and feel for binding or uneven resistance to motion.

Once the corner is released, it should extend in a controlled motion.

Diagnosis: Because dampers are velocity sensitive, your main concern should be any signs of binding or other unusual condition. It is not possible to accurately assess the control performance of a damper through a jounce test because the speed of the suspension movement will be much too slow. A road test is a far better method of diagnosing less obvious ride control issues.

5. Visual Inspection. Carefully inspect each shock or strut for signs of physical damage. Overloading, unusually aggressive driving, severe road shocks, and long-term wear can cause a variety of mechanical failures within a shock or strut.

Diagnosis: A slight oil film along the upper portion of the shock body isn’t altogether unusual, but excessive oil leakage means the shock’s seal has failed and the unit must be replaced.

Other obvious signs of unit failure are rusted spring seats, worn mounts and damaged or worn compression bumpers and boots.

When it’s Time to Replace

Once you’ve identified the need for new ride control components, consider your customer’s expectations.

Many consumers expect their vehicles to ride “like new” following ride control replacement. This means the shocks and/or struts should be tuned to the vehicle’s original ride profile. A ride that’s too harsh or too soft, as compared to the factory ride, could lead to an expensive comeback. So to protect your shop, it’s advisable to install premium replacement units that are “application engineered” for each corresponding make and model.

When replacing struts, remember that all of the related components — including upper bearing and coil spring — should be replaced, as well.

Many shops have found that the most efficient way to ensure a quality strut replacement is to install a complete strut assembly — backed by a comprehensive warranty — from a reputable manufacturer. As with any ride control unit, the strut assembly also should be “application engineered” to address the vehicle’s unique ride and handling requirements. One major brand offers three advanced damping technologies within its Quick-Strut product line — one for domestic passenger vehicles, one exclusively for foreign-nameplate applications, and a third for light trucks and other applications with higher centers of gravity — to help ensure a world-class ride for every customer.

SSGM www.ssgm.com

12/06/12 10:34 AM

What’s really inside the box?

With PRENCO you know you’re getting quality.

From the initial phases of Reverse Engineering, to our extensive testing vs. Industry and Quality Standards, to the Final Inspection on our Packaging Line, the Development Cycle of every Prenco part is infused with Quality.

At Prenco we believe our commitment to Quality breeds aftermarket parts that deliver Performance, Safety, Reliability, and most importantly,Customer Satisfaction.

C.O.P. BOOTS • IGNITION COILS • IGNITION WIRE SETS • SENSORS • CAPS/ROTORS • BRAKE HYDRAULICS Call

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1-800-268-8592 To find your local PRENCO dealer

12/06/12 8:47 AM

SSGM Service Station and Garage Management

.com

Automotive Internet Directory

Visit these companies directly at their web addresses or check out the growing list of Hot Links at www.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 Aisin World Corp. of America, Inc. (AWA), a leading Tier One automotive components supplier and one of the world’s largest manufacturers of aftermarket parts. AISIN’s original equipment technology and know-how is used to ensure product quality and reliability.

To learn more about our products, request a catalogue today. www.aisinaftermarket.com Goodyear Engineered Products www.goodyearep.com/aftermarket 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.

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

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”.

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.

ADVERTISERS’ INDEX Advertiser

Page #

Website

Advertiser

Page #

Website

ACDelco. . . . . . . . . . . . . . . . . . . 40. . . . . . . . . . . . . . . .www.ACDelcoCanada.com

Mister Transmission. . . . . . . . . 23. . . . .www.mistertransmissionpartners.com

All Data . . . . . . . . . . . . . . . . . . . 33. . . . . . . . . . . . . . . . . . . . . . . . . www.alldata.ca

NGK Spark Plugs. . . . . . . . . . . . 27. . . . . . . . . . . . . . . . . . www.ngksparkplugs.ca

Auto-Camping. . . . . . . . . . . . . 17. . . . . . . . . . . . . . . . . . . .www.autocamping.ca

Prenco . . . . . . . . . . . . . . . . . . . . 37. . . . . . . . . . . . . . . . . . . .www.prencocorp.com

BMW AG. . . . . . . . . . . . . . . . . . . 39. . . . . . . . . . . . . . . . . . . . . . . . . . . www.bmw.ca

Ross Tech, LLC. . . . . . . . . . . . . . 25. . . . . . . . . . . . . . . . . . .www.VCDS-ProKit.com

Cardone. . . . . . . . . . . . . . . . . . . . 5. . . . . . . . . . . . . . . . . . . . . . www.cardone.com

Tenneco, Monroe Shocks . and Struts. . . . . . . . . . . . . . . . . . 7. . . . . . . . . . . . . . . . . . . . . . .www.monroe.com

CARS Essentials . . . . . . . . . . . . 31. . . . . . . . . . . . . . . . . . . www.carsessentials.ca

Wakefield Canada. . . . . . . . . . 15. . . . . . . . . . . . . . . . www.wakefieldcanada.ca

Equus Products Inc . . . . . . . . . 28. . . . . . . . . . . . . . . . . . . . . . . . www.equus.com

Valvoline Oil Canada. . . . . . 11,35. . . . . . . . . . . . . . . . . . . . . .www.valvoline.com

Ford Motor Company . . . . . . . 21. . . . . . . . . . . . . . . . . . . . . . . . . . . . www.ford.ca

VDO. . . . . . . . . . . . . . . . . . . . . . . 24. . . . . . . . . . . . . . . . . . . .www.redi-sensor.com

Fram Group. . . . . . . . . . . . . . . . . 9. . . . . . . . . . . . . . . . . . . . . . www.framgrp.com

VL Communications . . . . . . . . 29. . . . . . . . . . . . . . . . . . . . . . . . www.vlcom.com

Liqui Moly. . . . . . . . . . . . . . . . . . 3. . . . . . . . . . . . . . . . . . . . www.liqui-moly.com

WORLDPAC . . . . . . . . . . . . . . . . . 2. . . . . . . . . . . . . . www.worldpac.com/2012ss

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12/06/12 9:01 AM

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99-5376-01 I Client: ACDelco I Project: ACDelco ADVANTAGE Ad I Date: 12-06-01 I Trim: 8 1/8 x 10 7/8” I Bleed: 1/8” I Colours:

C

M

Y

K I SSGM Ad#: ACD-Parts-12-4CF-734-EN

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

I Docket#:

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