Service Station & Garage Management April 2013

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

APRIL 2013

Getting a

FEEL for

GF-6 Brake Report

& Fuel

Systems

Canada Post Publications Mail Agreement No. 40069240

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SSGM what’s inside April 2013

Vol. 42 No. 3

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, Andrew Brooks, Noelle Stapinsky 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 24

PRODUCTION MANAGER Steve Hofmann (416) 510-6757

See Page 30

PRINT PRODUCTION MANAGER Phyllis Wright

TACT Team Management Getting your team motivated, engaged . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 12

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

Brake Report Making the Premium Brake sale. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14 AWARD-WINNING MAGAZINE

Oil Report Time to prepare for GF-6 motor oils . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

Fuel Pumps Cleanliness is still the key to keeping fuel pumps from failing. . . . . . . . . . . . . . . . . . . . . . . . . . 30

Shop Profile Thirty-year family tradition of quality service. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 34

Departments Editorial. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 News. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Jim’s Rant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18 Baywatch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22,28 Advertiser Index. . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Internet Directory. . . . . . . . . . . . . . . . . . . . . . . . . . 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.”

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|| Tom’s Editorial

Get Rid of the Check Engine Light A

By Tom Venetis, Editor

If there is one bit of automotive technology that I would not hesitate to rip out, it is that Check Engine light.

It does nothing but cause aggravation for millions of drivers.

ndrew Clark wrote in the Globe and Mail about how much he hates the Check Engine light. He describes it as the cockroach of the automobile, stubbornly staying put no matter how much vehicle technologies change. What’s worse, it is utterly useless.

I could not agree more. If there is one bit of automotive technology that I would not hesitate to rip out, it is that Check Engine light. It does nothing but cause aggravation for millions of drivers. Why? Well, for one, what exactly does it mean when it comes on? Does it mean the car is about to catch fire while performing a ritualistic sacrifice to some obscure god with you, as the driver, being the burnt offering, thereby necessitating an immediate drive to a service shop; or is the gas cap not tight enough? No wonder most drivers curse the Check Engine light. I’m the same. If I ever see it go on, my first reaction is to shout, “Don’t just sit there satisfied in your Buddha-like pale yellow glow of Dharma satisfaction in the middle of my dashboard! Tell me what the problem is!”

Like Mr. Clark, I have to wonder why with all the advancements in vehicle technologies, with modern onboard displays, this one feature resists evolving into something useful. Oh I know there are reasons: If we give the driver too much information they will most likely tune out what is being told to them. Not that they are not doing it now. I know some who have driven cars for years with a check engine light and never once bothered to find out what the problem is or to fix it.

Would their behaviour change if the little light said, “P0300 Misfire”? Not unless the car suddenly dropped dead in the middle of the road, I suspect.

Telematics seems one way of addressing this problem. But I have my doubts. If a vehicle owner is called each time a code is thrown, only to be told “Hi Bob. It’s nothing serious, really. Keep driving, but we have pre-booked an appointment for you,” after the fourth or fifth time Bob may think it is nothing more than a way to extract money from him. Bob may soon reply, “Look, until my car’s engine starts spinning around like Linda Blair’s head or screaming at me ‘Dead Before Dawn,’ don’t bother to call me.”

There is going to have to be a subtle balance between giving too much and too little information. Either will cause a person to react negatively. Until that day comes, I will continue to curse that Check Engine light.

What do you think?

Have your say and speak your mind! letterstotheeditor@ssgm.com 6 SSGM April 2013

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|| News Briefs Identifix Launches Direct Quote Estimating Tool

Identifix announced that it has added the Direct Quote estimating feature to its online tool, Direct-Hit, at no additional cost to subscribers. Direct Quote provides quick and easy access to the most current and reliable estimating information from MOTOR, helping repair shops to be even more productive.

“The ability to generate accurate estimates is critical for both aftermarket shops and dealership service departments, which is why it was so important for us to include the Direct Quote feature within Direct-Hit,” said Jeff Sweet, president of Identifix. “Ours is not the only estimating tool available in the repair industry, so we made sure that Direct Quote delivered functionality that was unique to Direct-Hit, enabling shop owners and counter staff to easily build customized estimates in a reader-friendly format that their customers could understand.”

Direct Quote differs from competitors’ estimating tools in three ways: 1) It allows you to create multiple jobs within a quote and modify each job separately with menu-based pricing, including discounts and fees you can apply at the individual job or quote level.

2) Auto suggestion as you type takes the guess work out of parts and labor item selection.

3) You can build and save templates for shop specials or commonly performed jobs with automatic synchronization with your current vehicle. The result is a clear and understandable estimate that shop owners can print or email to their customers.

AARO Issues Press Release on Drive Clean

Automotive Aftermarket Retailers of Ontario (AARO) is an association that represents over 900 independent repair garage wwners / members.

As of January 1, 2013, the Drive Clean emission test procedure has changed significantly. The new test method utilizes the vehicle OBD “On Board Diagnostic” information which is logged into the vehicle computer.

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AARO is concerned about the negative press the new Drive Clean Test procedure is receiving. AARO feels the negative press is due to a lack of understanding of the changes, and the issues of not ready “Readiness” monitors. It is AARO’s position that Ontario vehicle owners should be made aware of the benefits of the Drive Clean program and the positive outcomes expected from the upgraded test procedure.

Drive Clean has made a huge impact on the air we breathe. Over a period of nine years, the Drive Clean program has reduced Nitrogen Oxides and Hydrocarbons by 266,000 tonnes, Carbon Monoxide by 2.5 million tonnes and Carbon Dioxide, a major greenhouse gas by 250,000 tonnes. The former DEynamometer / tailpipe test is a one-time snapshot of the vehicle emissions and cannot capture the ongoing emission status of the vehicle.

The vehicle OBD system constantly monitors emissions. The OBD will alert the vehicle operator of an emission problem by activating the Check Engine Light and recording related fail data.

Emission test enhancements are: • Fuel Evaporative system function is monitored.

• Detect engine missfire.

• Detect marginal catalytic convertors.

• Detect marginal sensor operation.

• Added consumer protection when purchasing a vehicle.

OBD monitors must be “Ready” in order to store emission related data. If the vehicle battery has been disconnected, or diagnostic codes have been erased, the vehicle monitors will be set to “not ready” and related data is lost.

A vehicle with an excessive number of not ready monitors will produce an “incomplete” Drive Clean Test result, and will require several drive cycles to reset the monitors. Recommendations to reduce “not ready” status: • Carry out the Drive Clean test two weeks before the license sticker is due.

• Test the vehicle before servicing the battery or removing the diagnostic trouble codes.

• Allow two-three days of normal driv-

ing following a battery service, before doing the Etest.

• Used car dealers & vehicles to be stored – perform the E-test before parking the vehicle on the lot or in storage.

The recent Drive Clean test changes are the natural evolution of emission testing.

For more information on Drive Clean testing and enabling readiness monitor, talk to your local Drive Clean Facility operator, or visit www.ene.gov. on.ca/en/air/driveclean.

Mitchell 1 Manager SE Integrated with XCharge Credit Card Processing

Mitchell 1 announced it has integrated the XCharge payment processing system into its Manager SE shop management software. This enhancement fully integrates credit card processing into the shop workflow, making it quick and easy for automotive repair shops to process credit card payments from inside their shop management system.

The integration is included with all versions of Manager SE and Manager Enterprise. The XCharge system is easy-to-use, increases accuracy and saves shops time by eliminating the need to access the credit card payment software/terminal separately from the shop management system. In addition, credit/debit card swiping hardware is included with Manager SE free of charge; shop customers simply need to activate XCharge from Manager SE to start the service and receive the card swiper.

The benefits of the new Mitchell 1 integrated credit card processing include: • Rapid authorization time.

• Supports all major credit and debit cards.

• Robust reporting accessed through Manager SE. • PCI-compliant.

• Increased accuracy – no re-keying of sales information on a separate terminal and no more typing the wrong information into an outside terminal.

• Simple-to-use. www.ssgm.com

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News Briefs || • Unlimited technical support for XCharge processing software.

“Mitchell 1 is a recognized leader in the automotive repair market,” said Roy Banks, general manager, Accelerated Payment Technologies, parent company of XCharge.

“Their continual focus on product innovation and their integration of XCharge payment processing within Manager SE will give their customers the ability to accept and process payments directly within their software, increasing their productivity and efficiency. We are proud to be their partner for integrated payment processing services.”

Auto-Camping Ltd. Opens Warehouse in Kelowna, BC

In February, the European Import Parts Specialist Auto-Camping Ltd. opened a new warehouse in Kelowna in order to service customers in the interior of British Columbia faster.

Auto-Camping’s local sales representative, Dallas Zita, now enjoys full support of a comprehensively stocked regional branch.

The location on 164 Asher Road in Kelowna will offer multiple local deliveries per day and will use Purolator and FedEx for overnight shipments. Hugh MacDougall and Steve Lowen can be reached on the order desk at (250) 765-3799. Both bring combined over 60 years of automotive aftermarket expertise to Auto-Camping and their customers.

New Monroe Marketing Campaign for Replacing Worn Shocks, Struts

Tenneco has launched a creative new integrated marketing campaign that reminds millions of vehicle owners that ride control components – like other, more visible consumer products – eventually wear out and need to be replaced.

Featuring the message, “Everything Gets Old. Even Your Shocks,” the campaign draws parallels between worn shocks and struts and a broad range of consumer items that www.ssgm.com

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eventually show clear signs of age, including bananas, shoes, socks, tires, and toothbrushes.

“Ride control components aren’t as visible as many other consumer products, but they play a crucial role in delivering safe steering, stopping and stability,” said Monroe brand manager Carri Irby. “The ‘Everything Gets Old’ message reminds vehicle owners that worn shocks and struts can compromise the safety of their vehicles and should be replaced at 50,000 miles or 80,000 kilometers.”

The campaign includes thousands of print, online and network radio ad placements and more than 200 strategically selected roadside billboards across the U.S. and Canada. The “Everything Gets Old” message also will appear in high-visibility behindthe-plate and baseline banners in several leading Major League Baseball stadiums. Digital placements include engagement-driven Web banners, “in-app” music/radio ads and a variety of elements designed specifically for users of mobile electronic devices.

Tenneco is coordinating its radio presence with the launch of billboards in several major markets.

In addition, popular radio personalities will make special appearances in conjunction with local Monroe “Ride & Drive” ride control training events to reinforce the importance of inspecting and replacing worn shocks and struts.

“This fully integrated campaign will help maximize engagement with the Monroe brand when consumers are most likely to think about their vehicles and important automotive services,” Irby said.

“We have combined carefully targeted print, billboard and radio ads with experiential digital advertising that is tied to users’ on-the-fly inputs on their mobile phones, tablets and other devices. With this important new campaign, the Monroe brand is once again leading the ride control category in terms of consumer engagement and brand preference.”

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|| News Briefs WORLDPAC Launches New Parts-Focused Webpages on www.worldpac.com

WORLDPAC recently launched a series of redesigned parts focused webpages on www.worldpac.com. The new webpages feature enhanced information about available products at WORLDPAC, product categories, carlines, supplier brands, tools & equipment and more. The new webpages offer more product content with a new look and enhanced navigation tools for improved user experience. Visit the new WORLDPAC parts webpages at www.worldpac.com/parts.

Brake Parts Inc Is Back

Brake Parts Inc announced that it has been acquired by a group of investors led by Torque Capital Group, a New York based private equity firm. The business was spun off to its shareholders in November 2012 by its parent, Affinia Group Holdings, of Ann Arbor, Michigan.

“Now that the deal has been completed, the BPI team along with our strategic partners are eager to move forward,” said president and CEO David Overbeeke. “Brake Parts Inc has a strong heritage of leading the category in product quality and innovation, first to market applications and superior customer service.”

Joseph Parzick, managing partner of Torque Capital Group said, “Torque and our investors were particularly attracted to BPI’s strong management team and their leading market position in the North American brake parts aftermarket. We are excited by the prospect of leveraging the Raybestos brand of brake products to drive international sales growth, particularly in Asia.”

BPI recently completed a comprehensive restructuring of its global manufacturing footprint in best-cost countries investing in new world-class, state-of-the-art operations, incorporating lean manufacturing principles for optimum quality consistency and maximum productivity and efficiency.

Equally important in the BPI global strategy is a strong commitment and dedication to research, development 10 SSGM April 2013

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and testing to ensure its entire offering of friction, drums and rotors, calipers and hydraulic products meet or exceed original equipment fit, form and function specifications and performance requirements.

“We are in one of the most dynamic categories in the global automotive aftermarket,” said Overbeeke. “We are dedicated to continuous improvement in everything we do, each and every day in order to meet the demands of our highly valued customers!”

AIA: Young Executives Rethink Leadership

Surveys of top executives have revealed that leadership skills are the most important factor in an employee’s career progress, which is why 60 young executives from the aftermarket industry flocked to Toronto on March 26th for the Automotive Industries Association (AIA) of Canada’s annual Young Executive Society (YES) Conference.

This year’s conference, held at the International Centre, was themed “Rethinking Leadership” and challenged the perception that leadership is an innate skill that you either have or you don’t. The interactive conference, which featured a two-part workshop given by Jill Birch, examined what it is that makes a good leader in an everchanging business world and taught participants about the power of reflection and critical thinking skills, all while exploring various leverage points that enhance leadership abilities.

“The 2013 YES Conference demonstrated that our industry is in good hands for whatever the future may deliver,” said Michael Raven, chair of the YES Committee. “There was record attendance for the conference this year and the participants were all well engaged with the insightful and thought provoking content. The leaders of today and tomorrow, along with their organizations should be applauded for attending, and without a doubt have come away better for it.”

Raybestos ACE Training Integrates E-Learning

Technicians can further enhance their installation and service skills with

e-learning training modules from Raybestos chassis parts – a member of the Affinia family of brands.

The training module is available at www.RaybestosChassis.com and can be studied free of charge.

The Raybestos Advanced Certified Education (ACE) program increases educational opportunities for technicians and service writers who sell Raybestos chassis product.

The e-training module offered by Affinia Tech Training presents the ideal customer service engagement when assessing chassis repairs and addressing customer concerns.

The e-training modules offer technicians time-saving and money-saving benefits: • Identify and resolve undercar problems more effectively.

• Make it easier to present and sell appropriate parts and service.

• Learn key advantages of Professional Grade products.

• Reduce comebacks for work that doesn’t meet customer expectations.

• Increase loyalty with existing customers and grow business with new customers.

The training module takes approximately 25 minutes to complete and is followed by a brief quiz to ensure the technician has mastered the concepts taught during the training.

The module begins by addressing appropriate customer interaction at the beginning of the repair cycle.

They move through each step of the entire repair phase, which includes discovery, verification, inspection, recommendation, repair … and finally the test drive and delivery of the completed work. As an added benefit, technicians can return and review the training materials at any time.

At any time during the training module, technicians can click on the ACE tips for additional information and valuable advice to make the brake work more effective and complete.

Chassis system overview buttons allow techs to review the functionality of the items that make up a chassis system.

SSGM

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|| TACT Team Management

What gets you up in the morning?

By Murray Voth, TACT

A

s a parent, manager, coach or trainer, there is always a tension between using positive or negative reinforcement. Are we going to coerce proper behavior out of the people we lead, or are we going to draw out the best they have to offer? Are we going to be encouraging and uplifting, or are we going to use fear and anger?

As individuals our past experiences and our personalities could lead us to use one approach more that the other.

Chances are, we will go with what we have experienced the most or are the most familiar with. In some of the work I do, I use the expression that managing people is like herding cats. They seem to have minds of their own.

Hang on a minute — they do have minds of their own, so if we need someone to change their behavior we need to change their mind first. Many employees will change their behavior without changing their minds, but that only happens out of fear of losing their job, or getting yelled at by the boss. We all know what that looks like — their bodies are at work, but their minds are elsewhere. For an employee to buy in to changes in their work place, there are several questions that need to be answered for them first. We all have multiple currencies that we trade in when it comes to our personal, employment, and business relationships. Did you notice I used the term “buy in”?

Where would that expression come from if it was not about what an employee spends or commits to at their job?

Chances are 99.9 per cent of you reading this article have been an employee in your lifetime. Meaning, you have had a boss or a manager to report to. Then why is it that when we become business owners and managers, we don’t know what it takes to lead our employees well? Think back to what it was like when you were an employee

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— what did you like or dislike about how you were treated? Who were the best and worst people you worked for and why?

The Four Keys to Employee Engagement

Before I go too much further into changing an employee’s mind, I need to spend a few sentences on why we would need to do this.

A business exists to provide a service or a product required by society and to create wealth. The first happens when there is a demand for our services or products and the second comes in the form of wages for an employee and profits for the company.

Companies need to respond to marketplace conditions constantly. There are always changes in demand, competition, pricing, costs and many other factors. Sometimes there needs to be a complete revamping of the current business model to something new and different. In order to do that, the owners, managers and leaders in a business make decisions to respond to these market forces and create change that will keep the business profitable. This is where the challenge comes in rallying the team to make the changes. Not everyone is willing to change quickly, or in some cases at all. People will not change unless the change lines up with their ethics, financial expectations, and their standing in the community.

Donald Cooper, in one of his articles, refers to four currencies that are important to our customers. They are money, time, feeling safe and feeling special. I am going to adapt the concept of these currencies to our ability to engage our employees and have them willingly join in to making the changes required by our business.

Daniel Pink in his book “Drive” mentions external and internal motivation. I would put money and time as an

external motivator and feeling safe and special as internal motivators.

What I mean by this is that the initial motivation for an employee to come to work is to get money to live.

They are motivated by money to pay their bills and enjoy the things that money can buy. Many studies have shown that if people have “enough” money to live on, they can now focus on other things that motivate them in life and the work place. I will expand on that in a moment.

When it comes to time, employees are dedicating between a third and a half of each day towards working, especially if they have a long commute.

If they are just at work for the money, or are there in body but not in spirit, a day on the job can seem like an eternity.

However, like we said above, if we take money off of the table and work is now about other factors, the day goes by much faster, in fact when we have had a great day at work, we can hardly believe the day is over. Some of you have never experienced this and must wonder what it is like. My hope is you will find a company to work for that is aware of these concepts and works hard at putting them in place.

Feeling safe has several layers of meaning for an employee. The first that comes to mind is job security.

If someone is always worrying about how secure their job is they will have a difficult time focusing on the task at hand. Another is control over the flow of work, studies of assembly line workers in the past showed that they ha a very high stress levels, because the assembly line never stops. Nowadays there are stop switches along the way that a worker can use if they feel there is a quality or safety issue developing. Of course there are the obvious safety issues like equipment and prowww.ssgm.com

13-04-16 7:10 AM

TACT Team Management || tective gear — these should all be in good working order, and tested and inspected on a regular basis. Feeling safe also means that as an employee I feel part of what is going on. If I am informed at regular intervals of upcoming changes, or better yet have been part of the discussion of creating these changes, I will feel much more secure and safe in my job.

When it comes to the topic of feeling special, I am not referring to pink balloons, confetti and chocolate cake. Feeling special at work could be different for each individual, but there are some common principles that managers and owners need to understand and sincerely integrate into their business practices. The overarching principle of this section is acknowledgement. As human beings we all need to feel acknowledged in any relationship we are in, whether parent or child, marriage, the community or the work place. In the work place acknowledgement comes in many forms, some obvious and some that are more subtle. Starting with being greeted at the beginning of the workday by coworkers, managers and owners, and having their name remembered and used (this is more obvious in very large companies). Being shown appreciation for a job well done, or for having gone above and beyond the call of duty.

Feeling like you are part of a team, that you are asked for your opinion, that you feel like you have been heard.

And most of all that you feel like you are contributing to something bigger than yourself. These are all part of feeling special at work.

What Happens When Employees Are Not Engaged

The Gallup research organization has research that states that only 35 per cent of employees in North America

are fully engaged in their work. Essentially this means that all four currencies are in play for them, and this in turn brings out further internal motivation. Several other internal motivations that engaged employees bring to the work place are pride in their work and in the company they work for, care about quality, and the desire to serve, not only their customers but also the people they work with.

We spend thousands of dollars in marketing and advertising to bring customers to our doors, only to have them experience completely disengaged employees, managers and owners. We should spend more time and effort on discovering where we stand as a company in terms of employee engagement and work towards improving that. You will find that employees are more open to change and joining in to make the required changes happen, when the changes are aligned with their four currencies.

Some of you from an earlier generation might be wondering why I would spend so much time on this topic. You are thinking that if the employee wants to keep their job, they should just do what they are told. But the days of an employee putting up with just about any working conditions just to bring home the bacon are over. In today’s business environment, the most successful companies by any scale of measurement are the ones with an engaged work force. As someone who spent a whole career training young people as gas attendants and cashiers to give their best, and to have received multiple customer service and volume growth awards, I know that these principles work. And if they work with young people earning just above minimum wage, they work with mature individuals whose career is in your company’s hands.

SSGM

Dave Meunier’s Automotive Management Training and Consulting group is one of the most sought after providers of business solutions for shop owners in Canada. Contact Lee Meunier, Toll Free at 1-866-489-8228 (TACT) or by email Lee@proshopmanager.ca www.ssgm.com

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Restrictions apply. Offer may not be combined with any other discount, offer or rebate. © 2013 Tenneco

April 2013 SSGM 13

13-04-16 7:10 AM

|| Brake Report

Premium sales

Ceramics dominate as the industry shifts its focus to more premium brake lines

By Noelle Stapinsky

W

hen it comes to routine brake jobs, what installers want is pretty simple — an easy way to install quality product that won’t be coming back to the shop because of noise or excessive vibration. Besides, fixing such issues means a lost profit on the job.

This is why technicians are gravitating towards more premium brake products such as Better and Best lines with ceramic and semi-metallic (semi-mets) friction materials. And since today’s vehicles are rolling off OE assembly lines factory-equipped with ceramic or ceramic-enhanced and semi-mets, the aftermarket has followed suit by nixing organic friction material and offering ceramics across the board in Good, Better and Best categories.

“Raybestos follows a ‘vehicle specific’ strategy, which means our friction material will follow OE [specifications]. In most cases, we’re finding organic materials are being replaced with ceramic,” says Brian Kowalski, vice-president of branded sales, Canada, for Brake Parts Inc. Although organic brake pads may have been a great replacement material for asbestos as the industry started to evolve into more environmentally conscious products, some drawbacks to organics included “more dust, shorter life expectancy, and the inability to work properly in aggressive stopping, high performance, and on trucks due to the material being more soft,” says

14 SSGM April 2013

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Dean Weber, vice-president, sales and marketing with ProForce. “We now recommend a true ceramic pad that includes hardware and will produce less dust and better stopping power.”

Certainly, when Akebono came out with ceramic brake pads more than 12 years ago, it was revered as a truly quality product. Since then, it’s become somewhat of a buzzword, growing in

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13-04-16 7:26 AM

|| Brake Report

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popularity for its quality features, such as reduced heat, less brake dust and performance characteristics.

“One of the major trends we’re seeing is the overwhelming demand for higher quality ceramic brake pads, which have solved a lot of issues like noise, fade and dust accumulation on the wheels or wheel covers,” says Ernie Fields, sales manager for Promax Auto Parts Depot Ltd. Today, about 60 per cent of brake pads sold are ceramic, with the remaining 40 per cent being semi-mets, according to Stephen Spivey, automotive and transportation program leader for consulting firm Frost & Sullivan, who is currently developing a “North American Brakes Aftermarket: Friction Parts” report.

In both Canada and the U.S., there is vast variety of options and quality when it comes to brakes, but they all basically break down into three categories — manufacturer brands, private label store brands and original equipment parts.

“You’ll find those options in both countries,” says Spivey. “The only difference between the two is that the U.S. has more large distributors and will have a higher percentage of discount brands.”

Indeed, many technicians are sensitive about using low-level segment products, “but when you talk about Good, Better, Best, it can also mean different things to everyone,” explains Spivey. “So when I talk to people about category sales, everyone tends to have a different idea of what brand should be in those categories.”

For example, one of the top selling brands in the U.S. aftermarket is the Wagner ThermoQuiet. “Some might think it competes against a service grade and other brands in the Better category,” says Spivey.

“But if you ask Wagner, they’ll say ‘no, we have Guardian, QuickStop and ThermoQuiet as Good, Better, Best.’”

So, even if the manufacturer considers a product to be in its best category, the market might not see it 16 SSGM April 2013

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that way, which may alter sales numbers depending on who’s reporting them. For the study Spivey is conducting, the numbers are coming directly from the manufacturers in terms of what they’re selling to distributors. Although the research is still in progress, preliminary results for North America show that the Good segment represented about 16 per cent of units sold and 11.2 per cent of dollar sales (U.S.) in 2012.

Better segment products came in at 45.8 per cent of units (41.9 per cent of dollar sales), and Best ranked at 37.8 per cent of units, representing 46.8 per cent of dollar sales.

“The Best segment has come up quite a bit and is the highest share of dollars, but that’s because of the price point associated with it,” says Spivey. Raybestos believes there’s a need for all three levels in the market place. It offers its service grade line for the older vehicle and the budget conscious segment, a full coverage professional grade line for the everyday driver, and its advanced technology line for the performance market segment and service fleets.

For installers using Better and Best, Kowalski says, “Using quality part replacements to bring the system back to ‘like new’ condition will result in higher profit dollars for

www.ssgm.com

13-04-16 7:25 AM

Brake Report || the installer and reduced costly comebacks.” Installers are also leaning more towards premium products for what’s included in the box — more hardware, wire wear sensors, noise reduction kits and longer warranties. Some manufacturers are catering to this demand by including shims, slots and chamfers to reduce noise, vibration and harshness (NVH), for instance, across all three segments.

At ProForce, Weber says they are focused on the Better and Best lines, while still maintaining affordable pricing. “We want to ensure the installer makes the most possible profit, while incurring fewer comebacks. Our return rates run at one quarter of one per cent, so it’s almost nonexistent. We offer hardware and all the features and benefits of a best product because that’s what the customer demands today.”

Promax Auto Parts Depot Ltd.’s new line of “Ceramic Plus” brake pads, include stainless steel hardware, as per customer request, according to Fields.

For other brake component parts, one of the biggest emerging trends is in premium rotors. “Rotors are almost commoditized … throw-away type items now,” says Spivey. “There has been information in the aftermarket press on what’s called lightweight rotors that don’t have the same metallurgy of the original part, and they’re wearing thin and wearing out. A set of rotors used to last two or three brake jobs. Now it’s one or two.” Rather than smoothing the rotors out or turning them, as many shops have done in the past, more are just replacing the part.

“In rotors, we’re down to Better and Best,” says Spivey. “No more than 20 per cent of the market has gone for premium rotors and the other 80 per cent is a standard replacement part. Some suppliers are trying to change that to make a margin play on the category.”

And the pendulum is starting to swing back a bit, where more people are willing to pay more for a premium rotor.

Weber says that ProForce is seeing a strong demand for coated rotors, which resist rust and provide a more attractive appearance for the open wheel. “Electrocoating or E coated rotors provides a cool appearance and OE equivalent www.ssgm.com

p 14-17 Brakes.indd 17

look and weight. The black hat and fins are coated inside and out and the crosshatch finish provides smoother stops.

They’re also environmentally friendly, cleaner and do not contaminate the ceramic brake pads.”

The new premium “RotoMax” line

by Promax includes more pure steel in the manufacturing process to deter premature rust problems and extend the lifespan of the rotor. Much like all

maintenance and repair opportunities for shops today, education is key to building customer loyalty. With the arrival of spring — when many seasonal tires are changed over — this is the perfect time for brake inspections and repairs. And educating customers on the advantages of using more premium products will not only ensure the longevity of the part, but also maximize a shop’s profit margin.

SSGM

April 2013 SSGM 17

13-04-16 7:26 AM

|| Jim’s Rant

When Quick-Start, isn’t O

By Jim Anderton, Technical Editor

Like all modern vehicles, there’s no longer a convenient place to spray the ether without disconnecting a vacuum line or interfering with the MAF sensor, so this owner pulled the rubber elbow off the manifold and dosed the intake directly,

ne of the great things about this industry is that, no matter how long you’ve been spinning wrenches, something amazing will always cross your path. I recently saw a beauty. The owner, driving a ’97 F-150, was trying to get just a few more weeks out of a dead plug wire set that made the vehicle harder and harder to start. Finally, a –10C morning proved too much for the .250 effective plug gap from the corroded wire terminals and the truck simply refused to fire. Of course, no one has time to deal with a no-start, so the lazy man’s automotive defibrillator, ether, came to the rescue. It’s been used to fire cold diesels for years, and used in moderation, flashes to a gas that will move pistons at the slightest hint of a spark, perfect for cold weather drivers in a hurry. Like all modern vehicles, there’s no longer a convenient place to spray the ether without disconnecting a vacuum line or interfering with the MAF sensor, so this owner pulled the rubber elbow off the manifold and dosed the intake directly, neatly bypassing the MAF unit. The engine started immediately and settled into a decent, if not perfect idle. The owner left the Ford to warm up while he gathered up his luggage.

His nose was the first sense to detect that something was wrong. The smell was acrid, like burning tires … but who would be burning rubber in the neighborhood, and early in the morning? Curiosity drove him to the front door where he saw the thin wisps of black smoke curling out from under the hood. Fire! The engine was still idling nicely but the smell was clearly burning plastic, the kind of plastic that formed most of the cold air intake ducting. Running to the cab, a quick pull of the hood release did the obvious; it fed more oxygen to the fire and when the hood was thrown open, the flames rushed to full open hood height. The next 30 seconds were straight out of Mr. Bean as the hapless owner threw handfuls of snow and ice onto the smoldering wreckage. The paper element of the air cleaner was still burning with a low flame and he yanked it easily out of the gaping hole in the air cleaner housing and hurled it into a snow bank. With the fire out, the damage was easy to see. The round plastic intake was gone, with much of the plastic melted around the MAF sensor, blocking its air flow port completely. Its harness was also charred and hardened globs of resin coated the power steering pump reservoir.

What to do? A new air cleaner element was handy, but there was no housing to hold it … and the housing supports the MAF sensor so it’s a necessary part of the system. The answer was classic Red Green. A round plastic ice cream container was pulled out of the recycling bin, along with a margarine tub and a yogurt container to hold the sensor. And lots of duct tape. Amazingly, the cobbled up system not only worked, but is still running in the system with no codes and a smooth running engine. Of course the air filter element is trapped, but that could wait. I can’t say who would be crazy enough to overdose the engine with ether, but I will say that I’m pretty handy with duct tape.

neatly bypassing the MAF unit.

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www.ssgm.com

13-04-16 7:27 AM

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13-04-16 7:27 AM

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13-04-16 7:29 AM

SSGM BAYWATCH New Products

Moog Problem Solver Sway Bar Link Kits Federal-Mogul has introduced an extensive new line of Moog Problem Solver sway bar link kits featuring an exclusive design that eliminates common installation issues associated with traditional, non-socket style kits. The sway bar link kits are available for hundreds of popular foreign-nameplate and domestic applications. Technicians using traditional sway bar link kits commonly have difficulty maintaining proper washer position and threading the locking nuts during installation.

In many cases, the link bolt-end is flush with the outer washer, preventing proper engagement of the threads. The sway bar link kits are equipped with premium, heavy-duty urethane bushings that provide exceptional resistance to oil, heat and ozone. They also feature robust, Grade 8 bolts and anodized T-6 aluminum solid hex spacers that help ensure superior strength and corrosion resistance.

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Lingenfelter Premium Camaro Ring & Pinion Gear Sets Lingenfelter Performance Engineering (LPE) offers premium ring & pinion gear sets for the 2010-2012 Chevrolet Camaro SS. Manufactured by an original equipment gear supplier and designed to meet OE specifications for long life and quiet operation, all gears are 100 percent single flank rolled to ensure that no gears are unacceptable for noise, vibration and harshness (NVH) characteristics. The gear sets fit both manual and automatic transmission Camaro SS differentials. Lingenfelter’s Camaro ring & pinion gear sets are available in several different ratios. The LPE Camaro 3.70 ring & pinion (part # L380011410) features a 10-tooth pinion and 37-tooth ring design.

Lingenfelter Performance Engineering www.lingenfelter.com

Rechargeable, True UV LED Leak Detection Flashlight Tracer Products has unveiled the new Tracerline OPTI-LUX 400 — a cordless, state-ofthe-art, True UV LED leak detection flashlight. The OPTI-LUX 400 works with all Tracerline universal/ ester and PAG A/C dyes, as well as TP-3400, TP-3405 and TP-3900 series fluid dyes. Leaks can be seen using the True UV LED light even without using the yellow glasses provided. This powerful unit is specially designed to fluoresce dyes brighter and with greater contrast than standard blue light inspection lamps. With an inspection range of up to 25 feet (7.6 m), the OPTI-LUX 400 easily gets into tight, cramped areas that larger lamps can’t. Its rugged, corrosion-resistant, anodized aluminum body stands up to years of heavy shop use. Powered by a rechargeable lithium-ion battery, the lamp provides 4 hours of continuous inspection between charges! The unit has a 100,000-hour LED service life.

The OPTI-LUX 400 comes complete with a lanyard, rechargeable battery, smart AC charger and fluorescence-enhancing glasses.

Tracer Products www.tracerline.com 22 SSGM April 2013

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13-04-16 7:30 AM

2000

1965

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

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

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Dr. John Ellis invents motor oil

1939

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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 © 2013, Ashland Inc. TM Trademark of Ashland or its subsidiaries in various countries.

p 23 Valvoline ad.indd 23

13-04-16 7:32 AM

|| Oil Report

Got used to ILSAC GF-5?

Well, get ready for ILSAC GF-6

In order to meet the new requirements for greater fuel efficiency and lower emissions, work is already underway for the rollout in September 2016 of a new passenger car motor oil category.

By Tom Venetis

O

ne of the ways that OEMs will be trying to meet the new fuel efficiency standards and emissions targets is moving to engines with smaller displacements and direct gasoline injection engines.

In August of 2012, the Obama Administration in the United States finalized new fuel economy standards that will have vehicles and light-duty trucks achieving the equivalent of 54.5 mpg (87.71 km) by model year 2025, which is nearly double the fuel-efficiency of many of today’s vehicles.

In order to meet that target, vehicle makers are going to have to make significant improvements to engine designs and motor oils will need to be formulated to operate successfully in these new engines. These new engines will put new strains on what the motor oils will have to accomplish, particularly in the areas of wear protection and deposit control, as direct gasoline injection engines, as an example, will operate under very high tolerances and will not take kindly to oils that cannot protect vital components from friction and contamination.

That is where ILSAC GF-6 comes into play, as the OEM engine and car makers have identified several key areas that need to be addressed by ILSAC GF-6. Along with improving fuel economy, ILSAC GF-6 will also need to focus on protecting against engine oil-caused low-speed pre-ignition, as new engines will have smaller displacements and may be turbo-boosted which can make them prone to low24 SSGM April 2013

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|| Oil Report speed pre-ignition issues. Another area is better protection for idle stop engines and for various components such as timing chains and valve train. There is also a push for formulations to avoid oil aeration over the oil change interval.

“Compared to the time 20 years ago, modern engine technology is very efficient,” says Oliver Kuhn, research and development department with Liqui Moly. “The price for this: it is not very tolerant toward contaminations any-

more. Any kinds of deposits hamper the combustion, resulting in higher fuel consumption and increased build-up of additional desists. GF-6 compliant motor oil will have to take more care of that issue. It needs to be formulated in a way that it does not contribute to contaminates when burned in the engine; and it has to have the cleaning capabilities necessary to remove deposits.”

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test engineers are working right now to finalize the new GF-6 standard and put it up against a new set of engine wear and deposit tests in order to meet those mileage and emissions standards.

New Engine Tests

“At the moment, most of the work [for GF-6] is engaged in developing new engine tests for the GF-6 category,” says Dr. Robert Sutherland, Pennzoil technology manager. “The strongest driver is that the parts are out of production in the current suite of engine tests.”

Sutherland adds the new suite Sequence Tests will be addressing specific engine and fuel efficiency requirements that GF-6 will have to meet, covering normal commuting conditions and those unique to the kinds of engine that will start appearing in the next few years.

Some of those Sequence tests will include a Sequence VH that will look at sludge and varnish build-up. This test will look at how well GF-6 oils prevent the formation of these deposits that often occur when vehicles are used in city commuting. The Sequence IVB is a wear test and will look at how well the oils stop camshaft lobe wear, simulating light city driving and will replace the earlier GF-5 test and hardware.

The Sequence IIIH test is designed to put the GF-6 oil through its paces in conditions simulating high-speed

Pennzoil Platinum is a full-synthetic motor oil. Formulated to attack deposits and keep engine parts clean.

26 SSGM April 2013 GR-13814 SSGM BOPL Half Page Ad_c01.indd 1

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Valvoline’s MaxLife Synthetic has seal conditioners to prevent oil leaks that lead to sludge and deposits.

www.ssgm.com 3/19/13 4:27 PM

13-04-16 7:33 AM

Oil Report || “There is a thin line between fuel economy and wear and tear.”

Oliver Kuhn.

driving, such as you might see during highway commutes. This test is to examine if the new GF-6 can resist thickening and stop deposits forming on the pistons when the oil and pistons work under high temperatures.

“The Sequence VID test will be replaced by a Sequence VIE and this is a General Motors test and it will require the industry to raise the level of fuel economy derived from the oil,” Dr. Sutherland says. “The fuel economy the oil delivers and the cleanliness the oil will maintain are both important for fuel economy. If you let the engine accumulate deposits, it will have an impact on the engine systems and diminish fuel economy.”

Two GF-6 Motor Oils?

One of the ways that OEMs will be trying to meet the new fuel efficiency standards and emissions targets is moving to engines with smaller displacements and direct gasoline injection engines.

Thom Smith, vice-president, Branded Lubricant Technology with Ashland Consumer Markets (Valvoline), says some of the new engine Sequence tests will look specifically at making sure GF-6 operates successfully with direct gasoline injection engines and these smaller engines.

“There will be a new wear test

axLife Synthetic has seal conprevent oil leaks that lead to eposits.

Liqui Moly’s Top Tec 4200 5W-30 is an HC synthetic oil for gasoline and diesel vehicles. www.ssgm.com

p 24-27 oil.indd 27

based on a Nissan engine and another will be based on a Toyota engine,” he says. “One of the concerns with direct injection gasoline engines is the type of soot that can be produced in the engine and this can lead to wear of the timing chain. We are also going to have a pre-ignition test and a new fuel economy test which is going to have more severe requirements.”

Probably one of the most interesting debates around GF-6 is the possibility of there being two GF-6 specifications, one specifically blended to meet the viscosity requirements of small displacement engines. In fact, some OEM vehicle makers are already looking to have their new small displacement engines work with SAE 5W-30 and even 0W-20 oil in order to reach the new fuel efficiency requirements while still providing needed wear protection for critical engine components.

“There is a thin line between fuel economy and wear and tear,” says Liqui Moly’s Kuhn. “An oil [that is] too thin is not able to lubricate properly anymore, so a further viscosity decrease is not an option for older engines. This is why there will be two types of GF-6 – for the first time, there are GF subcategories. GF-6A is the more traditional specification and backwards compatible with GF-5 and its predecessors. GF-6B is the more innovative specification with reduced viscosity. GF-6B comes along with the new SAE16 viscosity category which is ‘below’ the SAE20.

This is a benefit for upcoming generations of engines, but may be harmful for older engines.”

In order to prevent consumer confusion, Dr. Sutherland says a new symbol will likely be created to clearly mark the new viscosity grades so as to make sure technicians and consumers know which oil to use with their vehicle.

Everyone mentioned that regardless of what is finally decided, it will be critical to make sure consumers take a close look at their vehicle owner’s manual to ensure that the right oils are used.

SSGM

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April 1 - May 31, 2013 © 2013 Tenneco

April 2013 SSGM 27

13-04-16 7:34 AM

SSGM BAYWATCH New Products

New VDO Instrument Catalog For Custom Vehicles The new 2013 VDO Instrumentation Catalog is now available from Continental Commercial Vehicles & Aftermarket, manufacturer and supplier of VDO OE-engineered Instrumentation and Replacement Parts for the custom vehicle market. In addition to showcasing the entire VDO Instrument lines, the new 68-page full color catalog features many new and exciting VDO products and represents the company’s latest offering of world class instruments and accessories that custom vehicle enthusiasts will need for their car, truck, street rod, hot rod, show car or kit car. The new additions include VDO Camera Systems, Viewline 5” Quad Gauges, VDO GPS Speed Senders, VDO Viewline 2 1/16” Tachometers, Billet Panels and Kits and LED Replacement Bulbs.

The 2013 VDO Instrumentation Catalog also features instrument lines such as Viewline Onyx, Ivory and Sterling, Vision Silverstone, Black and Chrome, Cockpit White & Chrome, Cockpit and Cockpit White and a group of Retro Look instruments, which is comprised of Heritage Chrome, Cockpit Royale and Series 1. Also included are VDO Direct Mount Pressure Gauges, Senders and Switches, Pressure Senders and Switches, Temperature Senders and Switches, Speedometer and Tachometer Senders, ALAS I and II Fuel Senders and Accessories and Service Parts.

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2013 SSGM symp 3-27_Layout 1 3/27/13 11:38 AM Page 1

N U R T ’ N O D T I M FRO iving r d s ' t a t wh Find ou u can o y o s change otive m o t u a ur plan yo ture. u f t e k r afterma

Here are some of the great presentations planned for the 2013 Global Automotive Aftermarket Symposium (GAAS), May 21-22, Hyatt Regency O'Hare (Chicago).

• “It's a Social, Mobile, Digital World! Are You Taking Advantage or Letting Opportunity Pass You By?” Cynthia Cohen, Founder and President, Strategic Mindshare

• “Consumer Insights and Opportunities – Three Game-Changing Trends” Danielle Russell, Industry Director, Automotive, Google, Inc.

• “Are We Reentering a New 'Golden Era' of the Automotive Industry?”

Mike Martini, President, Bridgestone Americas Tire Operations, Consumer OE Division and John McElroy, President, Blue Sky Productions

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13-04-16 7:34 AM

|| Pumps

Older vehicle used metal fuel lines and rust from those lines is sometimes the source of fuel pump contamination. Rusting fuel tanks are also another way for rust and debris to enter a fuel system and foul a pump.

Keep the tank

CLEAN FUEL PUMP LIFE for longer

By Chris Talbot

T

he sounds and sights of people washing their vehicles have already begun, but when taking cleanliness into consideration, it’s important to remember that it’s not just the external parts that need to be kept clean. Even more important is making sure the internal systems are running clean – particularly when it comes to the fuel system, as contamination is the leading cause of fuel pump failure.

Unlike brakes, belts, hoses and

Contaminated strainer.

Contaminated fuel module bucket.

30 SSGM April 2013

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other parts that are easily and quickly inspected during regular maintenance, the internal workings of the fuel pump and fuel system are more challenging to inspect. That doesn’t mean it’s any less important to make regular inspections, even if it takes longer and requires a more thorough examination.

Rust Never Sleeps

“The main cause of fuel pump failure is contamination. Hopefully the gas station you’re getting your fuel from has some sort of a filtering system and it is actually working,” said Shane Neuman, tech line manager for fuel pumps at Airtex. “If it’s not, then you can pick up contamination whenever you’re filling the tank. It can come from the environment with the gas cap off.”

Inspecting the inside of the fuel tank for rust and dirt will go a long way towards ensuring the long life of a fuel pump. Service technicians can also make it a habit to check the filler neck for signs of rust; as well, ensure the gas cap has not mysteriously gone missing.

In older model vehicles, technicians should check for rust on the metal lines. Moisture is a good indication that rust may eventually be a problem, so take note of any dampness on the lines

and keep an eye out for forming rust.

Newer model vehicles use plastic lines, so rust is becoming an issue related more to the fuel tank and filler neck.

With proper fuel filter changes every 25,000 to 30,000 km, a fuel pump can last at least 150,000 km – or even the entire lifespan of the vehicle.

As with any other part in a vehicle, the fuel pump is bound to fail at times, but too frequently the pump takes the blame when it’s actually another part of the fuel system, the ignition or another part that has caused concern.

“Sometimes [technicians] don’t put the pressure gauges on to confirm the problem, so they go and change other things that could do that,” said Frank Manzone, service advisor at Spectra Premium. Manzone is responsible for inspecting the fuel pumps that are returned and testing them for why they failed. Sometimes those parts are returned still in proper working order, which means the pump became the scapegoat for another part’s failure.

Time for a Closer Look

Proper diagnosis is critical, and although it takes a few extra minutes, taking the appropriate steps to diagnose a potentially faulty fuel pump will www.ssgm.com

13-04-16 7:36 AM

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|| Pumps go a long way towards improving customer satisfaction and getting the job done right the first time.

Neuman noted that it’s easy to rely on nothing but the onboard computer system for diagnosis or by using an oscilloscope. Each of those represents only a piece of the diagnostic puzzle, though. Proper diagnosis can start with the onboard computer, but it’s a good idea not to fully rely on it. On-board diagnostics systems will show what system pressure is, but knowing there is too much or not enough pressure in the fuel system isn’t enough to confirm a bad pump. It could be the regulator or several other parts that have become faulty.

Taking the vehicle for a road test will help to see how the vehicle responds during acceleration, which could present indications of fuel system problems. A fuel pressure gauge will enable the service technician to compare system pressure to the manufacturer’s specifications, and that could lead to discovering a fuel system problem. The issue needs to be narrowed down to the fuel pump before a replacement is recommended.

“Certain systems can mimic other systems and you think you have a pump failure,” Neuman said. “That’s one of the things we talk about a lot. Until you diagnose it, you don’t know if you have a fuel problem, an ignition problem or something else. Too many people say ‘my aunt’s, uncle’s, brother’s car had a fuel pump and it was doing the same thing, so mine’s the fuel pump, too.’ No, you can’t do that.

You have to do a proper diagnosis.”

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Continental Commercial Vehicles & Aftermarket has expanded its VDO Fuel System components offering with a line extension of new SKUs for Impala/ LaCrosse/Grand Prix and GM SUV fuel pumps. New VDO Replacement Fuel Injectors have also been added for Ford vehicles.

Remember, No Two Systems are the Same

However, the diagnostic process can vary because of differences in fuel systems between manufacturers and models.

“Because of the great variety of vehicle fuel systems in use today, the diagnostic process can vary. In most cases, digital voltmeters/ammeters and pressure/flow gauges are necessary to test the electrical and fuel portions of the fuel system. Scan tools and oscilloscopes can also be valuable to the diagnosis process, but may not be necessary. Once the test data is obtained, it can be compared to the published specifications to determine if there is a problem and the appropriate repairs can be determined and made,” said Charley Gipe, training operations lead engineer at Delphi Product & Service Solutions.

Gipe said technicians should use a strategy-based diagnostic process and develop a systematic process to check the different parts of the fuel system.

There are several problems that mimic a failed fuel pump.

Hesitation or lack of power while accelerating could be a faulty transmission. A misfire or a bucking vehicle during acceleration could be caused by a failing ignition system.

After careful diagnosis, if the fuel pump really is to blame and needs to be replaced, there are some best practices to keep in mind when doing the replacement – and much of it returns to cleanliness. The most common advice given by experts is clean the tank every time.

“The one major thing is to clean the tank because one of the highest percentages of failures is due to contamination,” Neuman said.

Putting a brand new fuel pump on a dirty tank will result in the same problem returning some ways down the road.

Other than that, swapping out the fuel pump is like any other parts change. Follow OE vehicle service procedures and things should go smoothly, but Gipe offered a simple checklist of service tips to ensure long life for the replacement pump: • Inspect and clean or replace the fuel tank and fuel lines.

• Install a new strainer on the fuel pump (if applicable).

• Inspect and replace any damaged vehicle wiring or electrical connectors in the fuel system.

• Inspect the failed fuel pump to determine why it failed and make any necessary repairs so the problem doesn’t reoccur in the future.

SSGM www.ssgm.com

13-04-16 7:36 AM

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13-04-16 7:39 AM

|| Shop Profile

YORK

MILLS

AUTOMOTIVE

Family-run service and body shop credits training, technology and family ties for decades of success

By Rebecca Reid

34 SSGM April 2013

p 34,36 Shop Profile.indd 34

A

ri Goren’s last day at Scotiabank was the same day he was diagnosed with leukemia.

That was in 2008. The twenty-something Seneca business graduate was working as a teller and training to be a personal banker when cancer disrupted his life. He spent two years battling the disease and upon emerging triumphant he left his career to join his father, brother and uncle at the family’s auto repair business and body shop, York Mills Automotive. www.ssgm.com

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Family Owned and Operated Since 1966

13-04-16 7:40 AM

|| Shop Profile

“When I was ready to get back to work my heart to see vehicle buying patterns and to find out what was with the family,” he said. “I never saw myself in the vehicles are being driven in their market area. The banking world, long-term.” goal is to be ready to service every kind of vehicle that His older brother Shant Goren says Ari is “a welcomes into their bays. come addition to the force.”

“That’s why we spend so much money on equip“That experience made us — and him — realize ment, so we can tackle any vehicle and any project,” that maybe it is better, as family, to stick together and Shant adds. work with one another.”

Another recent investment was in the technology Shant joined the business his father, Hayik Goren, and training for the new Drive Clean emissions testing and uncle Leon Mermer, have owned since the early format being rolled out in the province.

1980s.

In the shop there are six bays and five hoists, a Hayik Goren immigrated to Canada from Istandigital alignment machine and on the body shop side bul, Turkey in 1980 with his wife and six-month-old of the business, they have invested in an integrated Shant. He had owned and operated a body shop back spray booth. home, so when the family came to Toronto Hayik “We do our own baking and prepping—the paintfound a job as an apprentice at York Mills Automotive. ing is all done in-house,” Ari notes. They also do Three years later, the business went bankrupt and paintless dent repair (PDR), lubrication and oil changwas put up for auction. Hayik, his cousin — and three es, rust proofing, tire storage, general maintenance and partners that have long since CAA certification. departed — pulled together Regular training is someenough money to purchase the Regular training is thing that is also a key part auto repair business. of the business and it is not Thirty years later, York something that is also a uncommon to send the staff for Mills Automotive is still in the training some four or five times same hands and the same locakey part of the business a year. tion, at 1881 York Mills Road “You have no choice,” Shant in North York, Ont. Hayik and it is not uncommon explains. “Cars are always remains, running the body shop, changing and you have to know while Mermer takes care of the to send the staff for training what you’re doing or you can’t mechanical side of the business. fix them. And if you’re knowlBusiness is good. York Mills some four or five times a year. edgeable and know what you’re Automotive services about 50 talking about, you can sell the cars a week — 30 on the body job better to the customer too.” side and 20 on the mechanical He says he feels more confiside. Shant and Ari say staying up-to-date with curdent in the services he obtains when the person he’s rent vehicle technology and up-to-date training, while talking to can show they know their stuff. It is the making a point of offering good customer service, have same with automotive repair. A knowledgeable staff is been successful strategies for their family’s business. one key to customer service and to having people come Ari adds they spend thousands of dollars on the latest back to your shop for regular service and repair work, hardware and software upgrades for needed vehicle as well being polite, friendly and keeping the shop and computer analysis. waiting area clean.

“The more new [vehicle] technology gets, the more “The automotive industry doesn’t have the greatest difficult it gets to repair a vehicle,” Shant says. “We reputation,” Ari says. “People think of the automotive don’t want to run into a situation where we’re repairindustry, body shops and mechanics and [wonder] ing a BMW, for instance, and we take the bumper ‘what are they trying to screw me on.’ ” off, and a sensor goes off. What are we going to do?

“We’re trying to change that culture,” Shant adds.

Finish the [work], take it to the dealership, have the For Ari, fairness and honesty are important to fosdealership diagnose the sensor and reset the electronic ter good relationships with customers. components? We have the ability to do that in-house.”

“We’ve been here for 30 years, in the same location,” While York Mills Automotive specializes in the Ari notes. “We’ve never moved. We’ve continued to repair of imported European vehicles and Japanese grow and the main reason is because of our reputation. cars, they have the technology and the ability to fix We’re an honest facility. We’re not here to defraud all makes and models, and are a certified hybrid repair anyone or any company. We want to treat people fairly and get treated fairly in return.”

SSGM facility. The family also does lots of market research 36 SSGM April 2013

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www.ssgm.com

13-04-16 7:40 AM

CHALLENGE S 40 YEARS OF MAKING

A DIFFERENCE

Station Creek North Course 149 yard par 3

Your continued support (surpassing $4M in donations) has had a profound impact on MDC. In honour of our efforts, and yours, MDC has created the Annual Fred Shaddick Community Service Award recognizing outstanding contribution to the community.

40

Station Creek North Course. 149 yard par 3

th

40th Annual SHAD’s R&R th Challenges areJune faced13everyday affected Thursday – 10:00 by am those Shotgun start with muscular dystrophy.

Station G&CC – Dystrophy Stouffville, ONCanada has been Since 1954,Creek Muscular committed to improving the quality of life for the tens of thousands of Canadians with neuromuscular disorders andDystrophy fundsCanada leading research for the If you would like to become a sponsor or make a donation to SHAD’s R&R Since 1954, Muscular has been “For the Kids”, please contact one of our board members directly. committed to improving the quality ofand life, mainly discovery of therapies cures. Since 1973, through donations, for the tens of thousands of Board of Directors: SHAD’s has supported theseShad’s efforts by Canadians withR&R neuromuscular disorders and John Vanstone, Chairman john.vanstone@modernsales.ca Luc Champagne luc.champagne@autosphere.ca leading research over for the discovery and donating $3.5Moftotherapies Muscular Dystrophy Mike Fazackerley mike.fazackerley@matthewscott.com cures. Shad’s R&R has continually supported these Now entering its’ 37th year, the automotive aftermarket continues to Canada.

Steve Gushie steve.gushie@carquest.com efforts since 1973 by donating over $4M to Muscular Mike Holland holland-m@hotmail.com fulfill founder Fred original mission of “For the Kids”.

Ray Osika rosika@gates.com Dystrophy Canada.

Now entering its’ Shaddick’s 40th year, the

Year

Brad Shaddick brad.shaddick@federalmogul.com Scott Stone sstone@mevotech.com Cameron Young If you would like tocameron.young@ca.bosch.com become a sponsor of or make a donation to SHAD’s R&R

automotive aftermarket continues to fulfill founder Fred Shaddick’s original mission of “For the Kids”.

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“For the Kids”, please contact one of our board members directly.

Shad’s Board ofThisDirectors: ad space generously donated by the publisher.

Chairman: John Vanstone – john.vanstone@specialtysales.ca Directors: Brad Shaddick – brad.shaddick@federalmogul.com Bill Blair – blair.assoc@rogers.com Ken Coulter – ken.coulter@specialtysales.ca 13-04-16 7:40 AM Ray Osika – ro8997@gates.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 ELECTRONICS Allan’s Automotive Electronics Ltd.

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We provide service and warranty for most makes of automotive test equipment.

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

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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.

Auto Test Tools.ca

BUSINESS MANAGEMENT SERVICES

Your one stop for specialized diagnostic tools and accessories. Contact; www.auto-know. com, ronbrown@on.aibn.com, 1-800-665-8773

The Automotive Aftermarket WAREHOUSE DISTRIBUTORS E-Learning Centre Ltd www.aaec.ca & BUYING GROUPS AAEC - BEST - Business Bestbuy Distributors Limited Evaluation Support www.bestbuyautoparts.ca & Training - Instructing and Coaching with Independent buying the Proven Business Management Tools that group and warehouse drives a shop’s Bottom Line, Team Culture and distributor that allocates Marketplace Credibility. its profits to member shareholders and provides unbeatable value for independent jobbers.

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.

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.

ADVERTISERS’ INDEX Advertiser

Page #

Website

ACDelco . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 . . . . . . . . www.TechConnectCanada.com ADVICS North America Inc. . . . . . . . . . . . 19 . . . . . . . . . . . . . . . . www.ADVICS-na.com BMW Canada Inc. . . . . . . . . . . . . . . . . . . . 39 . . . . . . . . . . . . . . . . . . www.bmw.ca/parts Bridgestone/Firestone. . . . . . . . . . . . . . . . 7 . . . . . . . . . . . . . . www.bridgestonetire.ca Case ‘N Drum Oil LP. . . . . . . . . . . . . . . . . 28 . . . . . . . . . . . . . . . . . . . . . . www.cdnoil.ca Ford Motor Company. . . . . . . . . . . . . . . . . 5 . . . . . . . . . . . . . . . . . . . . . . . . www.ford.ca Gabriel Canada. . . . . . . . . . . . . . . . . . . . . 26 . . . . . . . . . . . . . . . . . . . www.gabriel.com GE Lighting . . . . . . . . . . . . . . . . . . . . . . . . 33 . . . . . . . . . . . . . . . . www.gelighting.com Global Automotive Aftermarket Symposium. . . . . . . . . . . . . . . . . . . . . . . . 29 . . . . . . . . . . . www.globalsymposium.org Imperial Oil Canada. . . . . . . . . . . . . . . . . 25 . . . . . . . www.retailers.winwithmobil.ca Mister Starter . . . . . . . . . . . . . . . . . . . . . . 32 . . . . . . . . . . . . . . www.misterstarter.com 38 SSGM April 2013

p 38 internet dir_ad index.indd 38

Advertiser

Page #

Website

OTC Tools. . . . . . . . . . . . . . . . . . . . . . . . 20,21 . . . . . . . . . . . . . . . . . . . www.otctools.com Proforce Automotive. . . . . . . . . . . . . . . . 17 . . . . . . . . www.proforceautomotive.com Promax Auto Parts Depot. . . . . . . . . . . . 18 . . . . . . . . . . . . . . www.autopartsdepot.ca Raybestos. . . . . . . . . . . . . . . . . . . . . . . . . . 15 . . . . . . . . . . . www.RaybestosBrakes.com Shell Canada. . . . . . . . . . . . . . . . . . . . . . . . 3 . . . . . . . . . . . . . . . www.shell.ca/nitrogen Tenneco , Monroe Shock and Struts. 11,27 . . . . . . . . . . . . . . . . . . . www.monroe.com Tenneco, Monroe Brakes. . . . . . . . . . . . . ,13 . . . . . . . . . . . . . . . . . . . www.monroe.com Tenneco, Walker Exhaust. . . . . . . . . . . . . 27 . . . . . . . . . . . . . www.walkerexhaust.com Tire Discounter Group . . . . . . . . . . . . . . . 35 . . . . . . . . . . . . . . . www.tirediscounter.ca Valvoline Canada . . . . . . . . . . . . . . . . . . . 23 . . . . . . . . . . . . . . . . . . www.valvoline.com VL Communication. . . . . . . . . . . . . . . . . . 31 . . . . . . . . . . . . . . . . . . . . www.vlcom.com WORLDPAC. . . . . . . . . . . . . . . . . . . . . . . . . . 2 . . . . . . . . . . . . . www.worldpac.ca/EASY6 www.ssgm.com

13-04-16 7:55 AM

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©2013 BMW Canada Inc. “BMW”, the BMW logo, BMW model designations and all other BMW related marks, images and symbols are the exclusive properties and/or trademarks of BMW AG, used under licence. *Under normal conditions. Restrictions and certain limitations apply. **General model guideline, contact your BMW Retailer for exact model fitment and application, alternative parts may be required. ***Manufacturer’s Suggested Retail Price, Retailers free to set individual prices. Prices and availability is subject to change without notice. Taxes extra.

p 39 BMW ad.indd 39

13-04-16 7:42 AM

99-5432-00 I Client: ACDelco I Project: ACDelco Trade Ad I Date: 13-04-09 I Trim: 8 1/8 x 10 7/8”” I Bleed: 1/8” I Colours:

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I Docket#:

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13-04-16 7:42 AM