Service Station & Garage Management February 2014

SSGM Service Station and Garage Management

READ BY AUTOMOTIVE REPAIR SHOP OWNERS AND TECHNICIANS SINCE 1955 JANUARY/FEBRUARY 2014

Oil Report Customer Service Technical Tip

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SSGM Service Station and Garage Management

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

January/February 2014

Vol. 43 No. 1

what’s inside

CONTRIBUTING WRITER Andrew Brooks 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 Choo Hwee Kuan PRODUCTION MANAGER Steve Hofmann (416) 510-6757

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o o of e b er ree e or

Wipers What’s new in wiper technology ............................................................................ 10 Identifix Tech Tip F-150 Electronic Returnless Fuel System.............................................................. 12 Oil Report What’s happening with the oil change................................................................... 15 Customer Communications Improving customer service happens with simple changes............................ 20 TACT Becoming a better owner ....................................................................................... 24 Diesel Technology Taking a closer look at diesel fuel additives ....................................................... 26 Tool Test Jim Anderton tests two of Milwaukee’s newest impact wrenches .............. 31

Departments Editorial .............................................................................................. 4 News ....................................................................................................6 Jim’s Rant......................................................................................... 23 Baywatch .......................................................................................... 33 Advertiser Index .............................................................................. 34 Internet Directory............................................................................. 34

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

We acknowledge the financial support of the Government of Canada through the Canada Periodical Fund of the Department of Canadian Heritage.

In association with CANADIAN

AUTOMOTIVE Technician

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|| Tom’s Editorial

Still Failing at Customer Service W

By Tom Venetis, Editor

The mistake some owners make is still thinking of themselves as technicians first, owners second. Murray Voth, Bob Greenwood and other industry experts have been saying this for some time and it needs to be said again.

hy are we still doing a poor job at customer service and communication?

It’s a question I often ask when I enter some service shops and I find customers waiting around to be greeted only to walk away when they have been ignored; others leaving and never returning after speaking with a technician because they still do not know what is wrong with their vehicle or are made to feel ignorant.

Others may have a good experience and never return because no one bothered to book their next appointment. Don’t get me started on how often I’ve walked into some shops with waiting areas that are, to be civil, not very inviting, causing many potential customers to leave right away or not to bother entering once that waiting area is glimpsed from outside the entrance. Then there are the horror stories circulated amongst locals about certain technicians or owners.

The mistake some owners make is still thinking of themselves as technicians first, owners second. Murray Voth, Bob Greenwood and other industry experts have been saying this for some time and it needs to be said again. When you decide to move from spinning a wrench and handling a diagnostic tool to opening and operating a service shop, you must begin to think and work differently. You are now a business owner and a manager of staff and operations. You are now focused on how to grow the business and making sure your customers are going to be coming back. It requires a different set of skills and a different mindset. It requires you to think like a customer, not as a technician trying to remove a stubborn bolt or flush a system. Trust must be established and maintained from the beginning; clear communications about vehicle issues must be a priority as well as using the newest communications tools for reaching out to people. Today you are more likely to be communicating with a customer through Twitter, Facebook or text than by the phone or paper-based mail. Some treat customers as an annoyance or can’t wait for the opportunity to run into the bays and help with a troublesome vehicle. Both are mistakes.

A great story I love relating is about how one service operation’s staff helped their boss understand his role. He was the son of the owner and Dad decided that the son, who had apprenticed and then become a technician at the shop, now had to take the reins. The staff said that from now on he had to come to work in a business shirt, tie and formal jacket. That was his new uniform and he was to stay out of the bays. The message was simple: you are now the boss and you must act like one. You have to manage the staff and interact with customers so you can grow the business. As the son tells it, after a week he had settled into his new role and understood his new responsibilities. He is now a business person and manager.

And the business has grown and the customers, from what I hear, are very happy with the shop and the staff and the service.

What do you think?

Have your say and speak your mind! letterstotheeditor@ssgm.com 4 SSGM January/February 2014

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FUEL MANAGEMENT

ENGINE MANAGEMENT

H E AT I N G & C O O L I N G

DIESEL

Delphi fuel pumps.

High standards.

Below the surface.

They may look the same, but all parts are not created equal.

Delphi fuel pumps deliver fast-pressure rise for quick engine starts and feature internal guide rod springs and an integrated OE fuel vapor pressure sensor – all supported by a lifetime warranty.* What does that mean? Reliable fuel pumps you, and your customers, can trust. Providing you with the benefit of more than 100 years of OE heritage, we are the company that makes the parts cars are born with.

A

B

C

D I T ’ S W H AT ’ S U N D E R N E AT H T H AT S E T S D E L P H I A PA R T

Delphi Fuel Module // A Increased Terminal Size and Enhanced Connectors Eliminate excessive electrical resistance, improve heat dissipation and boost current flow capacity; B OE Fuel Vapor Pressure Sensor Confirms to ECM the EVAP emissions system is performing to specifications; C Fill Limit Vent Valve Vents fuel tank and shuts off tank fill nozzle; D Integrated Fuel Pressure Regulator Maintains pressure at fuel rail; E High Durability Gold Compound Fuel Level Sensor Improved long-term sensor integrity; F Delphi’s Patented Gen IV Turbine Pump Better pumping through less energy use and withstands today’s harsh alcohol fuel blends.

E

F

delphi.com/am Find us!

DelphiAutoParts

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*Ask your Delphi representative for complete details on this limited lifetime warranty. ©2014 Delphi Automotive Systems, LLC. All rights reserved.

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|| News Briefs American Tire Distributors Reaches Agreement to Purchase Hercules Tire & Rubber American Tire Distributors, Inc. (“ATD”) announced it has executed an agreement to acquire all of the capital stock of The Hercules Tire & Rubber Company (“Hercules”) based in Findlay, Ohio. Hercules is a marketer of replacement tires in the U.S., Canada and globally.

Founded in 1952, Hercules currently operates 15 distribution centers in the U.S. and six distribution centers in Canada. In addition, Hercules operates a 250,000 square foot warehouse in northern China. Hercules also markets the Hercules brand, which is one of the most sought-after proprietary tire brands in the industry.

Mitchell 1 Adds ‘Get2Know’ Training Center to Web Site Mitchell 1 announced it has added a new product training section to its Mitchell 1 web site, www.mitchell1. com. The Get2Know Training Center is a centralized portal that provides access to support and training resources to help service professionals master Mitchell 1 solutions, including ProDemand, Manager SE and the line of products covering Class 4-8 trucks.

“Whether it’s looking for an answer to a specific question or for tips and tricks to use Mitchell 1 products more efficiently, the new Get2Know Training Center provides a wide variety of support and training materials designed to help technicians quickly find and access the information they need,” said Nick DiVerde, senior marketing director, Mitchell 1.

The Get2Know Training Center contains a wealth of information for technicians, service advisors and shop managers to get answers to their questions as well as to help them become proficient quickly as they master the many features of the Mitchell 1 software. For example, the site features a calendar of events for users who are interested in attending live training sessions for the ProDemand, SureTrack 6 SSGM January/February 2014

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“Hercules is a well-run company with an outstanding reputation in the industry,” said William “Bill” Berry, president and chief executive officer of American Tire Distributors.

“Joining forces with the Hercules team is a very positive step for American Tire Distributors.”

American Tire Distributors operates 130 distribution centers, including 22 distribution centers in Canada, serving approximately 70,000 customers across the U.S. and Canada.

American Tire Distributors employs approximately 3,400 employees across its distribution center network, including approximately 350 employees in Canada.

and truck products. These online sessions cover all product features and include real-world example lookups, followed by questions and answers.

In addition to live training, the Get2Know Training Center also provides a library of training videos for ProDemand covering topics such as vehicle selection, maintenance, codes, components, service manual, SureTrack, estimate guide and quotes. The video training available for Manager SE includes convenient learning modules that are available 24 hours a day, seven days a week. These high-quality, easy-to-follow modules are divided into convenient 30-minute sections and can be completed for product certification.

Ford of Canada Launches New Warranties, Strengthens and Increases Offerings Ford Motor Company of Canada, Limited has announced the launch of a new warranty on Genuine Ford and Motorcraft service parts, and Ford Genuine Accessories for 24 months or unlimited distance from time of purchase or installation on cars and light trucks.

The company is also announcing a new 36 months unlimited distance for new and remanufactured gas engines and transmission assemblies. The new warranties are effective February 1, 2014.

The Ford backing, clarity of terms, labour coverage and access to Ford’s nationwide network for coverage provides greater value and peace of mind for all customers whether they are gen-

eral consumers, fleet operators or independent repair facilities, the company said.

“Ford is dedicated to constant improvement in all we do. Genuine Ford and Motorcraft replacement parts are approved by Ford engineering,” said Frederiek Toney, vice-president, Ford Motor Company and president, Ford Customer Service. “In the unlikely event a part fails, our new warranty demonstrates our commitment to quality, our customers, and our intent to provide greater peace of mind and an improved ownership experience.”

Ford also will now reimburse fleets and independent repair facilities up to $150 in labour coverage for parts and services. Ford continues a No Commercial Exceptions policy as a commitment to fleet customers.

In addition, Ford’s parts warranty provides customers towing reimbursement for repairs completed at any Ford or Lincoln Dealership.

ACDelco Gives More Web Support with ACDelcoCanada.com ACDelco Canada has expanded and refreshed the look of their consumer facing web site www.ACDelcoCanada. com. The site includes a new product area outlining over 100 parts, as well as additional service related articles and tips. In supporting the brand, the site’s refreshed look and content provides shops buying ACDelco parts another area to direct their customers to when looking for product information. www.ssgm.com

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/

“The new web site enables us to continue to showcase the breadth and depth of our product offering, and reinforce the quality of our parts. The design is clean, professional and reflects the brand excellence we ensure is involved in all of our marketing efforts,” commented Kevin Brimble, ACDelco network and marketing manager.

“We know shops across the coun-

try get questions from their customers when they recommend specific parts.

This new web site supports the service advisor’s confident recommendation of the ACDelco brand.

Although we have multiple distribution channels, we feel this type of initiative is very important in order to continue to support the

Precision Brand Precision Engineering Precision Performance

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Bosch Offers Eco-Friendly Copper-Free Brake Pads In response to legislation requiring the reduction of copper in friction formulations, Bosch has announced the use of its first copper-free ceramic material in the premium-grade QuietCast line of braking products. Bosch provides full coverage for domestic, Asian and European cars, vans and SUVs with one out of every three vehicles on the road today using Bosch braking component content.

“This new material meets our highest performance standards and will be introduced in the first quarter of 2014, well ahead of the 2025 deadline,” said Robert Backode, director of product management, Automotive Aftermarket Brake Components, Robert Bosch LLC. “In fact, many of Bosch’s semi-metallic formulas already meet this 2025 requirement so, with this introduction, Bosch is well on the way to having our entire braking portfolio be compliant with this future regulation,” said Backode.

The automotive industry’s shift to low-copper content in braking products is a result of legislation passed in the states of California and Washington in 2010 that requires reduction of the use of copper to below five percent (2021 low copper) and .5 percent (2025 no copper). This legislation is based on the grounds that each time a motorist applies the brakes, a bit of copper and other metals gets deposited on the road and, when it rains, is washed into nearby streams and rivers – eventually harming aquatic life. Similar legislation has been introduced in Rhode Island, Oregon and New York.

Bosch QuietCast Disc Brake Pads are engineered to match braking performance and efficiency precisely to the needs of different types and sizes of vehicles.

“We carefully select friction formulations from a vast array of compounds to provide the blend of materials best suited to each vehicle. We choose compounds that assure quiet, reliable, and long-lived braking on all types of vehicles, from subcompacts to large SUVs,” stated Backode.

“Further,” he added, “dedicated engineers source and rigorously test the materials and formulations to ensure that the final product meets the highest quality standards. Bosch QuietCast Disc Brake Pads also feature rubbercore shims and many include Molded Shim Technology (MST), which add long lasting anti-squeal characteristics to our friction formulations.”

From the application for its first brake system design patent in 1936, to Anti-lock Braking technology and Electronic Stability Control systems, Bosch has a long history of leading the industry with groundbreaking technologies.

“Our goal is to continue that tradition of excellence in both performance and durability,” Backode said.

• Hardware Included Positive Mold Ceramic Disc Brake Pads

Positive Mold Metallic Brake Pads

Drum Brake Shoes

®

For more information on RotorMax Rotors and Drums and other ProMax products visit,..

www.autopartsdepot.ca

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|| News Briefs

continued from page 7

aftermarket.”

The web site also features a parts catalogue with parts lookup referencing, a parts locator and an exclusive Professional Service Centre locator, highlighting members of this National program.

Federal-Mogul to Purchase Affinia Chassis Components Federal-Mogul announced it has entered into a definitive asset purchase agreement to acquire Affinia’s chassis components business. The Affinia business serves leading U.S. aftermarket customers with branded and private label chassis product lines. The transaction is subject to customary regulatory approvals.

“I believe there continue to be attractive opportunities for growth in the global automotive aftermarket,” stated Carl C. Icahn, chairman of the board of Federal-Mogul. “The Board of Federal-Mogul remains committed to pursuing initiatives, like the Affinia chassis transaction and the recently announced Honeywell friction acquisition, to broaden the company’s product offering, provide operational synergies and better serve customers globally.

Our objective is simple: we want to make Federal-Mogul products the preferred choice of automotive service providers in every product category and every segment we serve.”

“The integrated Federal-Mogul and Affinia chassis business will enable Federal-Mogul to offer an expanded portfolio of chassis products for a more comprehensive range of vehicles,” stated Kevin Freeland, Federal-Mogul co-CEO and CEO of the company’s Vehicle Components Segment. “Combining these two businesses will generate synergies in all areas of the business, including greater efficiencies in our chassis manufacturing operations and in logistics. This combination will allow us to better meet the needs of current customers and increase our ability to attract new customers.”

When fully integrated, FederalMogul’s chassis business will include a wider range of wheel-end and steering products, including tie rods, ball joints, suspension and steering linkages, and alignment products; covering a greater 8 SSGM January/February 2014

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TriCan Tire Distributors Inc. Expands Its Presence in Canada TriCan Tire Distributors, Inc. (“TriCan”) announced it has acquired the wholesale distribution business of Kipling Tire Co. Ltd. based in Etobicoke, Ontario, Canada. This acquisition will further strengthen TriCan’s presence in the Southern Ontario region.

TriCan began its expansion in Ontario and Eastern Canada by acquiring Regional Tire Distributors Inc. (“RTD”) in the Ontario and Atlantic regions in May 2013. Last December TriCan also acquired Vaughan, Ontario based distributor Wholesale Tire Distributors Inc. Kipling Tire Co. has operated as a retail-wholesale business, servicing both the needs of the retail consumer and other tire retailers, since 1982.

On the wholesale side of the business, Kipling Tire distributed product from its Etobicoke Ontario facilities to close to 400 accounts in Southern Ontario. Kipling Tire Co.’s retail operations were not acquired by TriCan and will continue to operate as a standalone business unit under its current ownership.

TriCan Tire Distributors is an independent supplier of tires to the Canadian replacement tire market.

It operates 23 distribution centers in Canada, servicing tire retailers from coast to coast in Canada.

TriCan Tire Distributors employs approximately 350 employees in Canada across its distribution center network. portion of the U.S. car and pickup truck population, including foreign nameplates and heavy-duty applications.

Federal-Mogul will continue to offer products through its widely recognized MOOG chassis components brand and will also serve U.S. automotive aftermarket distributors and retailers with private label branded components.

Delphi Highlights Automated Driving Technologies at 2014 International CES Delphi Automotive showcased integrated active safety and connectivity technologies at the 2014 International Consumer Electronics Show. These technologies will be key building blocks to achieving fully automated driving.

“The fact is, automated driving is happening now and will continue to expand in capabilities and mainstream use in the very near future,” said Jeff Owens, chief technology officer, Delphi Automotive. “What sets Delphi apart from other suppliers is our ability to produce innovations in three areas that are critical to the automated driving experience: connected products, active safety products and electrical architecture. This is the new frontier in the automobile industry, and we’re uniquely positioned to lead the way.”

Delphi exhibited advanced technologies from each of these areas at CES, including: • Automated driving products such as 360 degree sensing, radar and vision fusion technology, cross traffic alert, collision avoidance and many other accident mitigation safety features • Comprehensive connectivity that works seamlessly with popular smart phones. A combination of all key connectivity strategies to ensure consumers’ needs are met to enable builtin, brought-in and plug-n-play aftermarket solutions • Core infotainment apps integrated into the entertainment system. Smart phones connected via Bluetooth and WiFi for wireless data throughout the vehicle • Voice recognition that delivers on-board natural language providing increased system accuracy and performance, in addition to a keyword spotting feature • Workload manager software and driver state sensor technology to monitor the driver’s attention and intelligently minimize activities when distractions are potentially high • High resolution, reconfigurable displays for attractive styling and to allow for unique consumer customization www.ssgm.com

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News Briefs || Champion Canadian Racer Andrew Ranger to Steer #28 Mopar Car for DJK Racing in 2014 NASCAR Canadian Tire Series Season Mopar, Chrysler Canada’s service, parts and customer-care brand, announced that Quebec-born Andrew Ranger will be the driver of the #28 Mopar racecar for the 2014 NASCAR Canadian Tire Series (NCATS) season.

Ranger is no stranger to the NCATS circuit. He’s won the Series’Championship twice (2007 and 2009), run a total of 58 races with 11 poles, 50 top-10 finishes, 34 top-5s and 16 wins. The Roxton Pond, Quebec native’s new #28 Mopar racecar will now be built by the top-notch racing team of another two-time NCATS champion, DJ Kennington.

“This is a great opportunity for me to race a full season and compete to win a third championship,” said Ranger.

“I’m really looking forward to working with Mopar and DJK racing to put the #28 ahead of the competition.”

Said NCATS driver and head of DJK Racing, DJ Kennington: “I’m very excited to be part of this new

WIX Filters Marks 75th Anniversary in 2014 WIX Filters will celebrate its 75th anniversary in 2014 with a marketing program focused on customer engagement and backed by seven decades of industry leadership in aftermarket and original equipment design.

“Our focus today is the same as it was when we were founded in 1939 – to provide our customers with premium quality filters designed to exceed their performance demands,” said Keith Wilson, president of WIX Filters, who has led the company since 2000.

“We are proud of our nearly eight decades of growth and innovation, and our focus on product development has made the name ‘WIX Filters’ synonymous with a rich tradition of excellence,” Wilson said.

WIX will mark its historic year with a specially designed 75th anniversary logo that will be featured on many of WIX’s 2014 promotions and sales materials, including an extensive lineup of sales promotions designed to increase customer sales, raise brand awareness and connect customers with www.ssgm.com

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partnership and having an even larger relationship with Mopar.

Our DJK Racing team has won two championships with Mopar power and we take great pride in what we’ve accomplished. It’s terrific news for the Series to have Andrew Ranger back full-time and I’m looking forward to competing against him every weekend.”

“Mopar is extremely excited to announce that Andrew Ranger will be the new driver of the Mopar-sponsored Dodge Challenger in the Canadian NASCAR series,” said Jim Kiritsis, senior manager, national service & parts for Mopar Canada. “Having Andrew as our wheel-man in the car embossed with the Omega ‘M’ will give us a presence at the track that is sure to be nothing short of epic.

Additionally, we are thrilled to be teaming up with DJK Racing, a winning car and Mopar engine builder. These proven winners embody the Mopar adage, ‘Authentic Performance.”’

experiences involving their love for racing and the WIX brand.

Highlights of WIX’s 2014 promotion schedule include the WIX Filter Sale Day promotion, specialized, hands-on training sessions through the WIX Institute of Filtration Technology and the popular WIX Hummer H2 mobile marketing unit.

ACDelco Holds Two-Day National Conference The 2014 ACDelco National Conference was recently held in Orlando Florida, bringing together Warehouse Distributor owner/operators and ACDelco team members.

The two day meeting enabled ACDelco to launch their 2014 product, marketing and support plans and discuss a number of opportunities with their channel partners.

“This year’s conference was particularly important,” said Corey Graham, national sales and marketing manager. “We enhanced a number of existing product lines and expanded our all makes coverage in addition to launching two new product lines: Steering and Advantage Bearings.

Delegates were also included in a number of interactive e-business workshops which enabled them to navigate three main business solution tools.

“We continue to support a significant number of repair facilities with our ACDelco PSC and ACE programs and we are launching a number of new components to enable us to add more value to these programs,” Graham said.

NAPA Recognizes Gates Canada as its Supplier of the Year NAPA Auto Parts, a division of UAP Inc., has named Gates Canada as its Supplier of the Year with the awarding of the 2013 NAPA Supplier Excellence Award.

This award recognizes Gates for its market leadership in product quality and design, sales performance, marketing support and superior service to the NAPA network.

Gates was also recognized, along with 35 other suppliers, for their outstanding shipping performance with the awarding of the NAPA Club 95 Awards at the 2014 National Sales Meeting on January 24 in Montréal, Québec.

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|| Wipers

Wipers

Beam wipers gaining market share as vehicle makers, owners move to premium blade technology

By Tom Venetis, Editor

0

f all the things in a car that take a beating, the worst off are wipers. Exposed to the elements, extreme temperature changes, to summer sun and then winter snow and ice, a wiper’s life is a hardscrabble one. How often should wipers be changed?

Most will say anywhere between every six months and certainly once every year blades should be replaced in order to maintain optimum performance and to help make sure drivers have an unobstructed view outside the windshield.

Winter is particularly hard on even the best wipers. The cold temperatures, especially when dipping well below zero 10 SSGM January/February 2014

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degrees Celsius, causes the rubber wipers are made from to become hard and brittle. Ice and snow can clog the mechanism holding the wipers to the windshield which will cause the wipers to skip nosily across the glass and do a poor job of removing snow from the windshield.

Summer has it challenges too: high heat will damage the rubber over time and dust and road debris will soon take the edge off the wipers. Over time, the driver will notice the wipers doing a poor job removing water from the windshield, causing streaking and obscuring visibility when driving in rainy weather. www.ssgm.com

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Wipers || Since one has to replace wipers regularly, there is a range of new aftermarket wipers that drivers can decide upon.

Patricia Lazzarotto, Canadian director with Trico Products, says today’s owners are looking for premium aftermarket products in order to maintain the value and life of their vehicle, and that includes wiper technologies.

“What we have seen and what our market numbers are telling us is that today’s consumer is moving to putting premium wiper products on their vehicles,” Lazzarotto adds. “People are moving away from the conventional metal blades and moving to premium blade technologies. Premium blades represent some 25-30 per cent of the blade

technology sold today in the market.”

Trico has a range of premium wipers for Canadian drivers, with many featuring an aerofoil design that offers several significant improvements over traditional metal beam wipers. The one-piece design of the blades offers a consistent wipe and a low-profile design maximizes the line of sight of the driver.

Lazzarotto says the design lets the wiper blade make firmer “contact with the windshield and it is engineered to conform to the higher curvature of today’s windshields . . . and it is designed to reduce wind lift.”

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The Trico Force is a high-wind beam blade with a patented swept-wing spoiler. It features a VorTec aerofoil that converts wind force for maximum windshield contact, a HighGlide treated rubber element for a smoother, quieter wipe and Trico’s SWIFT Easy Connection Technology..

that the wipers are made to be universal, with only a single extra adapter that is included with the product. “We tried to simplify it and make it easy for the service technician.”

Under its Premium category, Trico offers a range of products: Trico Force, Trico Onyx, Trico NeoForm, Trico Flex and Trico Teflon Shield. For extreme weather and cold, Trico offers the Trico Ice, Trico Chill Teflon Edge and the Trico Chill.

Justine MacLauchlan, brand manager with PIAA Corporation, agrees that wiper technology today is moving away from the traditional metal frame to hybrid, flat blade technologies that offer many more advantages over the older style of wiper blade.

Starting this year, PIAA has a new blade coming onto the North American market, the Aero Vogue.

“It is a hybrid blade with a wind reduction cover and it works in two ways,” MacLauchlan says. “When the car is moving, (the wind reduction cover) pushes the wiper onto the window. As well, it has ‘pass through’ technology that keeps the blade from lifting off the windshield at high speeds. Other technologies allow air to get under the blade and at high speeds that moving air will lift the blade and cause chatter.”

MacLauchlan says PIAA also uses silicone rubber for its blade technology. As the blade operates, it will coat the windshield with a thin sheen of silicone. The silicone will cause water to bead at low speeds and allow the blade to more easily remove the water from the windshield. The silicone coating also helps reduce drag and wiper chatter.

Bosch is also getting onto the beam blade bandwagon as more vehicle manufacturers are now putting beam blades on their new vehicles as a standard feature. For the aftermarket, Bosch offers three beam blades: the premium Bosch Icon, followed by the Bosch Evolution and the Bosch Clear Advantage. The Bosch Icon uses a tension spring arcing technology to keep the blade firmly planted on the windshield and a shielded connector to protect against ice and snow buildup.

The Bosch Evolution Blade uses a blended rubber material to resist road debris and the Bosch Clear Advantage blade is a competitively priced beam blade technology with a multiadapter for easy installation.

ACDelco offers a Professional Beam Wiper with Spoiler that provides a uniform pressure across the entire blade length to improve wiper performance, while a spoiler reduces lift. No additional adapters are needed to install the wiper.

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|| Identifix Technical Tip

F-150 Trucks Electronic Returnless Fuel System

By Bill Strehle, Identifix Ford Specialist, Certified: ASE Master + L1

F

ord has used returnless fuel systems for quite some time now, but we still get many calls regarding the theory of operation and diagnosis of low or high fuel pressure problems.

There are two types of returnless fuel systems. One is a mechanical returnless system and the other is the electronic fuel returnless system. This article will deal with the electronic returnless system used on 2004 and newer F-150 trucks.

With the electronic fuel returnless system, the powertrain control module (PCM) monitors fuel pressure via a fuel rail pressure sensor (FRPS). This system utilizes a fuel pump driver module (FPDM) that the PCM sends a command to.

The command varies the duty cycle to the pump to control fuel pump speed, thereby controlling fuel pump pressure.

Most often, the fuel pump has direct battery voltage applied to it at all times, and the ground side control is duty cycled to control average voltage applied to the fuel pump.

Other returnless systems have the ground supplied to the fuel pump at all times and the power is duty cycled to control average voltage to the fuel pump. Either system works basi-

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cally the same. The main point in diagnosing a defective fuel pump lies in monitoring the average power supplied to the fuel pump as the problem occurs.

When a fuel pump is in good working order, it only needs an average of 6 to 9 volts to maintain adequate fuel pressure.

As the pump begins to wear out, or if the fuel filter becomes restricted, average voltage to the fuel pump is increased to maintain good fuel pressure.

When diagnosing fuel pressure issues, the first step is to retrieve trouble codes from the PCM. The PCM has the ability to recognize low fuel pressure from feedback from the FRPS. Typically, if the fuel pressure drops below 20 psi, the PCM will generate a P0191 trouble code. This code indicates that the PCM still has good communication with the FPDM, but sees that the fuel pressure is out of range via the FRPS. If the PCM sets a code P1233, this indicates that the PCM has lost communication with the FPDM, either from continued on page 14 www.ssgm.com

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|| Identifix Technical Tip

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a defective FPDM, loss of battery voltage from a tripped inertia switch, loss of ground, or wiring harness problems affecting the Monitor or Command circuits.

Retrieving the codes will dictate which diagnostic path to follow. Sometimes there are no codes set, although fuel pressure drops below specs.

A mechanical fuel pressure gauge should always be installed to compare actual fuel pressure to the FRPS. Although the FRPS seldom fails, it can send a false reading to the PCM indicating that the fuel pressure is actually higher than it really is. The FRPS is a typical three-wire sensor that utilizes a 5-volt reference voltage and ground wire and sends the sensor values to the PCM. In general, the higher the feedback voltage, the higher the fuel pressure is.

With Ford’s FRPS voltage and fuel pressure chart, specs are as follows:

4.5 volts = 70 psi 3.9 volts = 60 psi 3.4 volts = 50 psi 2.8 volts = 40 psi 2.2 volts = 30 psi 1.6 volts = 20 psi 1.1 volts = 10 psi 0.5 volts = 0 psi This sensor can be found on most scan tool data streams and labeled as ‘FRP.’ It is important to note that the FRPS reading on the scan tool will read 8 to 10 psi higher than the mechanical fuel pressure gauge unless the vacuum hose is removed from the FRPS; then the readings will come close to matching each other. This is normal and does not indicate a defective FRPS. If the PCM sets a code P0191 and the fuel pressure actually is lower than printed specs, the power and ground to the fuel pump must be checked. The P0191 code usually sets if the fuel pressure drops below 20 psi or is above 60 psi.

To diagnose a 2004 F-150: 1 Verify the FRPS has 5 volts on the brown/white wire, a good ground on the gray/red wire, and that the signal wire orange/light green is not shorted to power or ground.

2

If the fuel pressure reads lower on the mechanical gauge than the FRPS reads and there are no wiring harness issues, replace the FRPS and retest fuel pressure.

3

If code P1233 is set, perform the same power and ground checks and service if necessary. The FPDM gets its power from the inertia switch on the white wire and

14 SSGM January/February 2014

p 12,14 TECH TIP.indd 14

should be battery voltage. If there is less than battery voltage on this wire, voltage checks will need to be done to determine where the voltage drop is coming from.

4 If OK, verify the FPDM is properly grounded on the black/yellow wire. A poor ground will not allow the FPDM to supply an adequate ground signal to the fuel pump.

5 If OK, check the power from the FPDM on the pink/ black wire that feeds power to the fuel pump.

6 If OK, move the ground lead of the voltmeter to the brown/white wire so that average voltage to the pump can be measured.

7 If the voltage is near battery voltage and the fuel pressure is low, this would indicate the fuel pump is failing or the fuel filter is badly restricted.

8 Always recheck the voltage at the fuel pump in case the wiring between the FPDM and the fuel pump is bad.

9 If the power and ground are OK but the P1233 resets, check the fuel pump monitor (FPM) wire (light blue/ orange) to pin 30 of C175b of the PCM for shorts or opens.

10 Do the same with the fuel pump command (FBC) wire (white/yellow) to pin 62 of C175b. If the wires test out OK, the FPDM is usually at fault.

SSGM www.ssgm.com

14-02-13 7:13 AM

M oilotor report oil ||

The Changing

Oil Change Tom Venetis, Editor

Should we still talk about the traditional oil change?

It is a question worth asking as changes happening in engine technologies are leading many to rethink oil drain intervals and how to position the oil change to vehicle owners.

Still, it is not a question that can be answered in a simple black or white way. Looking at the issue more closely, there are nuances to the question that independents and drivers need to keep in mind. continued on page 16

www.ssgm.com

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January/February 2014 SSGM 15

14-02-14 9:15 AM

|| oil report

continued from page 15

David Pollack, sales and marketing manager with Liqui Moly USA says North America is undergoing the same changes that Europe went through a while back as more advanced vehicle technologies started to appear with extended maintenance intervals.

“Due to extended oil change intervals, many car drivers get their oil changed when their scheduled maintenance is done. The need to change oil between these scheduled maintenance intervals is decreasing.”

Ian Hutchison, brand manager, Castrol Automotive with Wakefield Canada Inc. adds there are other factors that are pushing these longer maintenance intervals when it comes to the oil change. “It’s known that Canadian consumers are choosing to extend their drain intervals, while at the same time, manufacturers are recommending longer intervals, and in some cases, consumers are relying less on installer recommendations and more on oil-life monitoring indicators. In some cases, OEM recommendations have been extended to as high as 25,000 km (BMW/MINI) and consumers are readily accepting that. Unless they are automotive enthusiasts, consumers are generally less engaged and less focused on the traditional seasonality of an oil change.”

While new vehicle technologies have pushed the oil change interval into new realms, that does not mean the traditional oil change has disappeared or will disappear.

The reality is the average age of vehicles on the road today in North America is a little over 11 years with the majority having more traditional oil drain intervals.

“So the short answer is ‘No,’ the ‘Traditional’ oil change is still alive and well, and based on the older vehicle’s manufacturers recommendations, even after their warranty period has expired,” says Robert Skaggs, vice-president, sales and marketing, Blue Water Group, distributor of Mobil Lubricants.

Thom Smith, vice-president, branded lubricant technology at Ashland Inc. agrees the traditional oil change has not begun to radically change right now and the recommended drain intervals in a vehicle’s manual is still the best option. But even the manual can sometimes be a little perplexing for some drivers.

“Often, the manual will give two recommendations: one for ‘Normal’ driving and one for ‘Severe’ driving,” Smith adds. “If you look at how they classify ‘Severe’ driving, you will find that most drivers are severe drivers: idling, stop-and-go driving or operating in cold or extreme heat, humidity or repeated short trips. So if you fall into that category, you need to change your 16 SSGM January/February 2014

p 15,16,18 oil.indd 16

Castrol EDGE with Titanium uses a proprietary formula that provides performance and protection in extreme conditions such as towing, hauling, high and low temperatures, rapid acceleration and stop-and-go traffic.

oil more frequently.”

Traditional oil change intervals have risen since pretty much the switch by European car manufacturers from API products to ACEA products, says Laurent Siret, national director, automotive and distributors with Total Canada Inc. “We have been seeing manufacturers going from regular oil changes between 3,000 to 5, 000 miles, to now at least some 7,500 miles.” He adds in Europe, it is common to see vehicles with change intervals of near 12,500 miles.

So with a combination of new vehicles coming onto the road with longer maintenance intervals and quite a number of older vehicles with traditional oil change regimes still on the road, how is an independent to frame and sell an oil change? Do those signs advertising a $19 oil change work or should they be abandoned entirely?

The first thing everyone agrees upon is the need to abandon selling on price and focus instead on quality of service and product. Many OEMs will recommend using premium synthetic oil. And the same should be used for older vehicles as well. Today’s synthetics provide a higher degree of protection for critical engine parts and additives to ensure the smooth engine operation, an obvious advantage to drivers who are looking to preserve the investment in their older vehicles. Studies have shown that vehicle owners will pay a premium price for a product that gives demonstrable benefits.

“Interestingly, while consumers will always say price is a factor, it might be less than the industry may have previously thought,” says Hutchison. “Through formal consumer research (Ipsos Reid) we now know that price is far down the list of reasons for consumers to choose an oil change facility. This means that using a low-cost oil change to drive traffic and generate additional services may not have the same effect as in years past. Research would indicate that focusing on quality and customer experience and creating customer trust is more likely to drive additional sales and return visits than using a low-cost oil change.” continued on page 18

Liqui Moly’s Top Tec 4200 5W-30 is an all-season HC synthetic motor oil for gasoline and diesel-powered passenger cars, including vehicles equipped with a diesel particulate filter in accordance with the Euro 4 emissions standard and extended maintenance intervals. www.ssgm.com

14-02-13 7:18 AM

p 17 proforce.indd 17

14-01-31 7:57 AM

|| oil report

continued from page 16

higher premium on an oil change using quality synthetic oils can be rationalized: many new vehicle makers stipulate that only synthetic oils be used Skaggs adds shops must do during the mandated oil and a better job of focusing on the filter change, as that is what benefits of today’s synthetics the engine demands to operate and move the customer away properly. from fixating on the price “The installer could get which can in some induce into a discussion around how sticker shock. decreased frequency of oil Valvoline MaxLife synthetic motor “When someone says, changes demands more of oil is formulated for higher mileage ‘Whoa! A hundred dollars for the oil [used], and therefore a engines, using high-quality synthetic an oil change! Isn’t that a bit higher quality of motor oil . . . base oils plus special additives to steep?’ the key here is accen- and we know that consumers fight the effects of aging and tuating what the synthetic oil are willing to pay more for increase the life of a vehicle’s engine. does,” he adds. These include a high-quality oil change, so keeping an engine running like installers shouldn’t be afraid to charge an approprinew, better protection in extreme ate amount for an oil change.”

“A better question would be, what does the temperatures and reduction in oil consumption.

“With conventional oils, they break down much quicker consumer prefer,” adds Total’s Siret. “To go both with their base stock and additives, and are simply not to the lube shop four times per year and designed to truly extend their drain intervals much past spending $20 with the full complexity 5,000-6,000 km,” Skaggs continues. “When this happens, of making an appointment losing at sludge forms and creates an environment where it is harder least half a day? Or do consumers preto move the oil around the engine, resulting in decreased fuel fer to go to the garage for a complete economy. The additives wear down quicker which results in check-up and spending a $100? I don’t all sorts of issues from water; acids and hard carbon deposits need to think too long about this one.” that can result in increased engine wear.”

Thom Smith adds independents Smith says today’s synthetics have additive packages, should also build around detergents and cleaners to improve engine the oil change a set of performance, “as well as dispersants to other services as well, suspend contaminants and combustion moving the oil change by-products, and extra anti-oxidants to preaway from a single servent thermal and oxidation breakdown of vice visit to one that Pennzoil Platinum is a fullsynthetic motor oil. Formuthe oil.” is part of a larger serlated to attack deposits and “Of course $100 versus $19.95 is quite vice package. Valvoline’s keep engine parts clean. a contrast,” adds Pollack. “But you have to Instant Oil Change take into account the oil change intervals. has service technicians Let’s say the $100 motor oil is capable of review each customer’s vehicle’s service sched20,000 km and the $19.95 motor oil of ule recommended by the vehicle’s manufac5,000 km — then you need three additurer. The technicians and service writers will tional oil changes with the cheap oil. So let the customer know what services are due in the end, it is not $100 versus $19.95, and walk the customer through what services but $100 versus $79.80 . . . [and] you the team can perform right away to keep the benefit from the superior performance vehicle running at its peak performance, such of high-quality oil which protects and as a transmission flush, tire rotation, transmislubricates the engine better than cheap sion, radiator, gearbox and air-conditioning Total Quartz 9000 GF5 0W-20 meets or oil does.” services, tire rotation, wiper blade, air filter, Hutchison adds service operations exceeds most Asian car manufacturers’ light bulb and serpentine belt. warranty requirements for gasoline engines SSGM should not get hung up on price as the Mobil 1 Extended Performance is a full synthetic formulation that helps extend engine life, reduce oil breakdown and minimize engine wear.

(Honda, Mazda, Mitsubishi, Toyota).

18 SSGM January/February 2014

p 15,16,18 oil.indd 18

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14-02-12 10:08 AM

|| Customer Communications

Customer Communications Lack of repeat business comes with a failure to communicate with customers

By Tom Venetis, Editor

20 SSGM January/February 2014

p 20,21,22 customer.indd 20

14-02-13 7:34 AM

T

he key to business success is customer communications.

So why is the independent automotive service industry so poor at it? While there are some operations that excel at customer communications, many more would likely get a failing grade from customers.

Talking with some long-time industry trainers and those whose job it is to help put into place technologies to help shops operate more effectively, several key points keep coming up that are best to review.

“If you look at the whole industry across the country, many shops are still holding onto the old business model from the 1980’s,” says Bob Greenwood, president and CEO of Automotive Aftermarket E-Learning Centre Ltd. “That old model is a ‘sell game,’ where you sell the seasonal ‘flair’ or a service, instead of taking on the responsibility of advising the customer accordingly. We fail to educate the client. “ Greenwood adds with vehicle technologies evolving rapidly, adding layer upon layer of complexity to everything from onboard electronics and to engine design, and the growing presence of telematics, “[people] are looking for someone to trust to look after their vehicle. As professionals, it is our responsibility to do that.”

“If we took that approach, that we are being hired by the client to look after their needs and advise them accordingly, it changes the whole communications with the front desk,” Greenwood continues.

Kelly Bennett, business management trainer and coach with Kelly the Coach Inc., says many independents should move away from the still too common verbal communications between the customer, the service writer and the technicians, and instead emphasize written communications.

From his experience in closely analysing how many shops operate, when a service writer goes back to verbally report to the technician what a customer says is wrong with their vehicle, “there are often a lot of mistakes made.”

Think of it as a version of the telephone game played by children, where the message whispered by each child to another soon becomes garbled. By the time the customer finishes describing what is wrong with the vehicle, the service writer has likely heard something else; and when the service writer takes that information to the technician, that technician hears something else. The miscommunication is exacerbated when the process reverses itself and verbal communications is used to get information back from the technician to the customer who is often left confused as to why the technician does not understand what is wrong with their vehicle.

Writing down what a customer tells a service writer and then having the customer review the notes taken, having the technician and service writer produce clearly written and understandable reports on the vehicle, along with clearly spelled out work, will greatly reduce or even eliminate such things as ‘sticker shock,’ and at the very least prevent customwww.ssgm.com

p 20,21,22 customer.indd 21

Customer Communications || ers feeling confused as to what exactly is wrong with their vehicle and why the work is needed.

Bob Worts, director, marketing and sales for Ontario and Western Canada with Gem-Car, says today’s customer is too busy to stay around and chat with a technician or service writer, or wait patiently for the work to be done. Shops, he says, need to communicate that “we service all of your needs, not just part of your needs. We need to do a better job both educating the customer on what we do, and, most importantly, to communicate with them in the way they communicate with others.”

Worts says many shops still do not realize that many of today’s vehicle owners do the majority of their communications through smart devices. “That is the way today’s generation of vehicle owners communicate,” he adds. “They are always connected to smart devices, smart phones and their primary means of communications is through such devices.”

Shops need to use new communications strategies to communicate with customers in order to educate them about their vehicles. If a problem is found with a vehicle, the service writer may likely be more successful in reaching a customer with a text or an email with an image of the problem part and an estimate for the work than phoning to explain the problem.

“If you are going to spend a thousand dollars on a vehicle service, you want to know what those thousand dollars is being spent on,” Worts adds. “This allows the customer to see what is wrong and it adds another way of clarifying an inspection report and what the technician has found and why the service needs to be done.”

Worts continues many shops still do not use their shop software to generate repeat, long-term business from customer and vehicle information, even though many systems are designed to make that process easier than in the past.

“If shops use their shop management software more proactively to better communicate with their customers, they will not have to always be working to find new customers,” he adds. “You want to make sure you have all of the information on a customer’s vehicle and to open better lines of communications so you can keep them coming back to you for preventative maintenance work. Customers may come to you for that brake job, but if you are not communicating with them effectively, they are taking their oil change work to another shop or quick lube operation.”

Greenwood says one reason why shops make mistakes in customer communications is that too many shops focus on the wrong things, such as how many clients have come into the bays, the number of appointments booked for the day and what work was done; for example, how many brake jobs and oil changes were performed.

What they don’t do is have a conversation with the customer.

This conversation is not to be confused with idle chit-chat. continued on page 22 January/February 2014 SSGM 21

14-02-13 7:35 AM

|| Customer Communications

continued from page 21

It is about establishing a relationship based on trust and communicating the shop’s business and customer service philosophy to customers.

“You are being hired to review the situation, the services needed and what the vehicle needs based on the recommended service schedule and what is found when the vehicle comes in,” Greenwood adds. “We are moving to a ‘service on need’ model with the introduction of telematics where we will be managing the vehicle and service. Shops that do not have the right relationships in place will not be given permission to read that telematics device and information. And I blame the shop owners for not developing those relationships of trust where we can put telematics systems into a vehicle and then get permission to read and monitor the device on behalf of the customer.”

SSGM

Customer Service Karole Lauzier, vice-president, marketing with VL Communications In order to survive and prosper, a company must put the customer at the heart of its concerns. I would be irritated if one day I needed immediate help and the response I get at the other end of the phone is, “Your problem is not considered urgent. Somebody will be calling you within 48-72 hours...” or, “Yes, we can help you, only there is a fee of a few hundred dollars payable in advance for this...,” or worse, “Sorry, we cannot provide help in English.”

Such an approach will ruin anyone’s day. That is why customer service is worth its weight in gold to anyone who can recognize it, and above all, appreciate it.

In fact, customer service is so important that one cannot separate it from management. After all, the success of a business is directly tied to a customer’s loyalty in the long term.

Customers must always be considered as the number one priority of any business. The business owner who provides excellent service should understand that customer satisfaction is a daily struggle.

Over a hundred years ago, Henry Ford said, “It is not the employer who pays the wages, but the client.”

This is just as relevant today as it was back then. And the company that puts customer service at the head of its management philosophy will be winning over competitors.

In the automotive aftermarket, mechanics repair our vehicles with accuracy, auto parts experts provide the needed parts for the service shops and mechanics, and then there are computer experts who develop software of all kinds.

In the world of computer science service includes immediate customer help, better known as “technical support,” which must be free and accessible at all times. And there is long term support and a good system for updates and making new versions of the software available quickly.

The mechanics can then use the software to help in performing their work, providing the quality service customers expect. We are all looking forward to stable and rewarding relationships. We are the customers of those around us and these people are our customers.

We are loyal to individuals and businesses that we can become attached to and in whom we can put our trust.

The motto is “service.”

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www.ssgm.com

14-02-13 7:39 AM

Jim’s Rant ||

Somebody, flush my steering!

E

very once in a while I play secret shopper in the automotive aftermarket and visit local shops here in the Toronto area.

Recently I did an interesting experiment in a suburban region of the city heavily populated with general repair shops, major chain repair operations and specialty quick lubes. My experiment was simple: I went shopping and approached individual shops inquiring about a power steering system flush on a while-you-wait basis. The major chain repair operations could perform the service, but not on a while-you-wait basis. A typical wait time was described between two hours and a day to perform this maintenance service. Independent repair shops were willing to do the service, but were simply too busy to get me into the line.

Most surprising were the quick lube operations. I tried four. The first one couldn’t do a power steering flush as they had never heard of the process. The second said they might be able to do a power steering flush, but the individual with the expertise wouldn’t be in until the following morning and suggested I return then. The third knew about power steering flushes and would top off the existing system if I purchased an engine oil change, but wouldn’t service the power steering system on a standalone basis. The fourth was similar.

It’s surprising, considering that power steering fluid service doesn’t involve removal of covers, pans and gaskets. There’s an enormous opportunity here not just for power steering system flushes, but for general purpose underperformed maintenance. It’s clear that major chains simply can’t turn vehicles fast enough, and the so-called quick lubes or fast service operations want to focus on very high-turns commonly performed service like windshield replacement, oil changes and auto detailing.

Independent shops I visited universally had the expertise and equipment to do a proper power steering system flush, but were simply too busy to accommodate a walk-in customer on a Saturday morning. What does this suggest?

One answer may be to use less skilled personnel, perhaps a junior “tire buster,” and package a simple maintenance service like the power steering system flush on a special or promotion. Would it work?

In the few operations I’ve seen that market specialty maintenance like this it seems to work well, either standalone or packaged as part of a larger vehicle maintenance promotion backed with proper promotion and advertising. Is it worth it?

Clearly yes, as preventative maintenance like engine oil changes have high customer appeal, are low cost for the consumer and have relatively high sales per square foot through quick turnover for the shop.

It’s a win-win scenario, with a better bottom line for shops, and longer-lasting vehicles for consumers.

By Jim Anderton, Technical Editor

There’s an enormous opportunity here not just for power steering system flushes, but for general purpose underperformed maintenance. It’s clear that major chains simply can’t turn vehicles fast enough.

What do you think?

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

p 23 Jim.indd 23

January/February 2014 SSGM 23

14-02-12 11:15 AM

|| TACT

Letting Go and Becoming a

Better Owner

By Murray Voth, TACT

N

o one likes to work for a micromanager. Someone who watches over your shoulder, rechecks your work, asks you repeatedly if you got something done. It seems like a micromanager doesn’t trust you. You wish you could do your best, but the owner or manager holds you back with their over zealous nitpicking. No one really likes to be a micromanager either, but it seems like you are always putting out fires, no one can do it as well as you or you just can’t find anyone who can do the job right. You are always afraid that something is going to go wrong, a customer is going to be upset or something is going to break and cost you money. Because you feel so responsible for your business, because things feel so out of control, you never leave the business. Rather than you owning your business it owns you. Holidays are few and far between, workdays are long and time off is just a fantasy. We won’t even talk about the nagging from friends and family that you never have time for them.

It feels like you are forced to wear all the hats in the business: owner, manager, shop foreman, technician, service manager, service advisor, book keeper, accountant, shuttle driver, car washer and diaper changer. Many of you in this situation have landed there because of several mistaken perceptions.

24 SSGM January/February 2014

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Because the money is made in the bays you think that you need to be the one working on cars because you are the best and the fastest. In some cases, you feel that you need to do all the service advising, because all of your customers know you and you are nervous that an employee might charge them too much or upset them in some other way. And the last misperception is that you feel you cannot afford either that technician or advisor, or find someone who is as good as you. In all three cases, it comes down to a matter of good leadership ability, management skills, systems and procedures and ultimately trust. If you are honest with yourself, you are desperately trying to micromanage everything because you have never found the right employee, you have never trained the right employee, and have never empowered and held the right employee accountable. And on a deeper level of self-honesty, you are afraid of hiring someone who is better than you.

There is No Manual

I will acknowledge that you work very hard, that you are highly intelligent, that you take your business seriously and that you care. I also know that if you thought about it, you are also afraid. I know — I have been in your shoes. But just as you don’t need any qualifications to be

a parent, you don’t need any qualifications to own a business. I hope after reading this article you will wake up and realized you have been pregnant and delivered a baby, and you have no idea what to do with this baby called an automotive shop. So let’s face reality together. You are the manager of your shop by default, but that does not mean you are necessarily the right employee, you may have never been trained to manage, maybe you have never been empowered or held accountable, yet you are the owner of the business. You have been doing the best you can with what you know. And I also understand that it is hard to admit that after being in this racket for such a long time there might be a better way. You are pretty convinced that if there were a better way, you would have figured it out by now. If this article seems to have a minor resemblance to my last one, you are right. It is my goal to elaborate further on one key concept, your responsibilities as a manager.

As a manager, it is your job to operate the business in such a way that the company makes a profit for the shareholders. In this case as the owner, you are the major shareholder.

If you unexpectedly received $500,000 in cash, chances are the first thing you would do is reduce your debt and then invest the remainder. As the investor you would do your research and find a financial planner to help you get the best return on your investment, and hold them accountable. As a shop owner you have probably invested at least $500,000 dollars into your shop www.ssgm.com

14-02-12 11:16 AM

TACT || over all the years you have been in business. However, if you are like most shop owners, because this took place over time and you did not spend $500,000 at one time, you don’t expect the same return on this investment.

Changing Your Mindset and Finding the Right People

So the first change of mindset you need to make is that you need and deserve a return on your investment. In order to accomplish this you must learn how to measure the business to see if you are getting the return you need. This means learning how to create and read financial and key indicator reports and understanding industry benchmarks and how to attain them. Then you need to research and learn what are the best practices that well run automotive shops are using to attain these benchmarks. These best practices are quantified in a series of standard operating procedures that are available from many training companies and on the web. No more flying by the seat of your pants. The concept of an independent businessperson is misguided. You cannot do this by yourself, you will need to find people and trust others to learn from and to support you in this journey.

You will need to attract, hire, train and retain the employees required to fill the different positions in the company. You will provide job descriptions, training, staff meetings and regular employee reviews. This means that you will need to learn how to write good advertisements that will attract the right people. You will need to find out where the best places to advertise are.

This practice of waiting for the right person to walk through the door has to stop. You may as well buy a lottery ticket — the odds are the same. Other skills that will be required are how to interview well and how to select a good candidate, and then you need to have a formal orientation and training plan. In order to keep good employees engaged and keep them working for you, they will need clear job descriptions and employee reviews. In addition, regular staff meetings keep them informed of your expectations, and give them an opportunity to contribute suggestions www.ssgm.com

p 24,25 TACT team.indd 25

to the business. As you get more comfortable with this process and begin to hire people who are better than you at their specific position; they will take ownership of that position and with two way accountability you will be able to stop being a firefighter.

You will ensure that all the company operating expenses are paid, accounts payable are paid and accounts receivable are collected. This is a job that can be delegated to a good bookkeeper, either an employee or an outside service provider. However, delegation does not mean abdication. You will still be responsible for reading and studying the results and responding appropriately, meaning that even though you don’t do the actual work, you understand how it works.

You will research and source the required tools, equipment, training, software and computers needed to operate the business. This will require learning how to budget and forecast, how to manage cash flow, and how to work with retained earnings in the business — having money for a new hoist ahead of time, rather than having to borrow money or get into an expensive lease.

You will meet with suppliers to negotiate best quality, delivery, pricing and service for the business. This does not mean beat up the supplier for the lowest price. In most cases, you are just passing those savings on to your customers, so you don’t make more profits anyways. This negotiation should result in a long term relationship with added value like a strong warranty program, excellent delivery and priority service, a great selection and inventory, and a built in volume rebate. Think of how well you treat your loyal clients, which is what you will experience with this

type of relationship with your suppliers.

You will need to manage and control the expenses of the business to ensure that the business can operate effectively yet not waste or overspend.

This takes a fine balance and good cash flow management. If you cut expenses too far, you will be unable to operate effectively. If you cheap out on the quality of the tools and equipment you purchase, you pay extra in the long run. Learn how to create and manage your gross profit. Gross profit pays your expenses and your net profit. Once you understand this, you will find the right balance in expense management. Note: your business is not a cash cow used to fund your hobbies and your toys.

You will research and create a marketing plan to grow the business. In this case you may need to collaborate with and hire a professional, but you need to be on top of what is working and what is not. There are a lot of flakey marketing and social media people out there, who will take your money and not provide any results.

You have been in business this long, so you are doing a lot of things right.

If you are like many shop owners, you have started out as a technician, and have no fear when it comes to learning and keeping up with technology.

Just look back to where you have come from. So lets transfer that ability to learn to a whole new set of skills. There are many resources out there available for you, but it takes courage, humility, and a desire for financial results to make this huge course correction in your business a reality. My hope is that your day will be filled with meaningful work that produces results, rather than meaningless activity, which only produces stress.

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 January/February 2014 SSGM 25

14-02-12 11:17 AM

|| Diesel Additives

Bottle A

Service

s fuel prices continue to soar, most consumers are shifting their focus to vehicles that will deliver better fuel economy, power and durability – a trilogy of performance features that makes today’s clean diesel vehicles the new rising star across North America. Besides, technological advances in diesel engine fuel systems have made them quieter, sportier and, of course, up to about 40 per cent more fuel-efficient than their gas counterparts.

Currently, diesel vehicles represent about three per cent of the North American market, but automotive insiders are predicting that number to significantly increase in the near future – the U.S. market is already experiencing double digit monthly increases, according to the Diesel Technology Forum, a U.S.-based not-for-profit educational organization.

To answer such demand, European and North American automakers, which are being continuously squeezed by government to decrease emissions and meet strict fuel economy regulations, are adding more light-passenger diesel vehicle options in both Canada and the U.S. – there are 15 new diesel vehicles slated to arrive on the U.S. market in the next two years.

“The requirements handed down by the U.S. government for increased miles per gallon (MPG) has created an opportunity for new diesel technology to be introduced in passenger vehicles and light-duty trucks,” says David Pollack, marketing manager for Liqui Moly. “The new diesel technology can deliver MPGs equal to or exceeding hybrid vehicles on the road.”

Certainly, the fuel efficiency of the diesel is hard to resist, but to maintain that performance attribute it’s essential that

26 SSGM January/February 2014

p 26,28,30 Diesel Additives.indd 26

By Noelle Stapinsky

Diesel fuel additives can save your customers from costly repairs and become a service station’s new secret weapon as more diesel vehicles hit the road Valvoline’s Professional Series (VPS) diesel fuel injector treatment contains detergents designed to clean diesel injectors and improve flow during cold weather to reduce filter plugging and fuel gelling while eliminating water.

the vehicle owners understand how these fuel systems work and what they require to maintain that efficiency. This is where additives come into play and give service stations the opportunity to educate consumers and offer additive services.

Although there are “all-in-one” additive products on the market, industry experts advise shops to focus their recommendations on diesel additives in concentrated dosages that target fuel system functions and issues, such as lubricity, detergents, anti-gel for cold temperatures and Cetane improvers.

Keep the Motor Running

When Ultra Low Sulfur Diesel (ULSD) was introduced at the pumps, the decrease in sulfur content removed a lot of the lubricity from the fuel, which fuel pumps and injectors relied heavily on to protect them from wear, according continued on page 28 www.ssgm.com

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|| Diesel Additives

continued from page 26

to Mark Nyholm, a mechanical engineer for Amsoil.

“The ULSD doesn’t play as well with cold temperatures,” says Nyholm. “There are naturally occurring waxes in diesel and when they stripped the sulfur out of the fuel, the desulphurization process drove the wax content up.” In cold temperatures this wax can solidify – known as fuel gelling – and plug the fuel filter, starving the engine. “If the temperature is cold enough the wax can solidify even in the fuel lines, the fuel pump and the fuel injectors, rendering the whole piece of equipment pretty much useless until you warm all that fuel back up to a temperature above the cold filter plugging point.”

In freezing winter temperatures, Jeff Torkelson, Valvoline’s technical director engineering tech services, says that diesel vehicle owners are going to need an anti-gel type of additive in the fuel tank at all times, otherwise if the fuel gels, the engine will simply stop working.

Getting a Boost

Liqui Moly offers service shops an economical means of cleaning a vehicle’s diesel particulate filter and without having to replace a clogged particulate filter. This product allows workshops to offer their customers an economical alternative to replacing clogged diesel particulate filters.

Unlike Octane values that are published at gas station pumps, the Cetane values of diesel fuel, essential to combustion efficiency, Deposits clogging a diesel particulate filter. are not. Cetane values already in the fuel can be as low as 40, but this number varies from on the quality of the fuel and the crude the fuel was made region to region. “It really comes down to where the crude from.” oil came from and how it’s refined,” says Nyholm.

Some OEMs do publish necessary Cetane values for Keep it Clean vehicles in the owner’s manual. So, if the standard is 40 and One of the big issues with diesel fuel systems is the formaa truck, for example, requires a minimum of 48 Cetane, then tion of deposits in the combustion chamber, on and in the a Cetane improver is needed. “Increasing the Cetane number injectors, pistons and rings, which will decrease the overall can improve combustion efficiency and startability, as well as efficiency of the vehicle, and can eventually result in costly decrease the formation of soot and deposits,” says Torkelson. repairs.

But it’s also important to note that there is a saturation “Today’s diesel engines are direct injection and the fuel is point in diesel fuel and it will only accept so much Cetane sprayed directly into the combustion chamber. Because that improver. For instance, if one ounce of the additive is good happens, even really efficient engines don’t burn 100 per for five gallons of fuel, that will result in a seven point Cetane cent of the fuel on a combustion cycle. What doesn’t burn number increase – from a standard 40 Cetane value up to 47. forms into black, greyish carbon deposits,” says Nyholm.

Some people think you can double that dosage and “If you add a detergent additive into your fuel tank, it will double the improvement. But Nyholm says, “It doesn’t neces- go through the fuel line, into the injectors and spray into sarily work like that. You will see an improvement, however, the combustion chamber. Before it ignites, it starts to eat there will be a saturation point in the fuel when it will no away at the deposits and it cleans up the injector nozzle and longer accept the Cetane improver and that’s likely going to be at numbers in the mid-50 range. Again, this all depends continued on page 30 28 SSGM January/February 2014

p 26,28,30 Diesel Additives.indd 28

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|| Diesel Additives

continued from page 28

pintel to ensure that it can spray the right pattern and quantity of fuel that’s supposed to come out of each injection cycle.”

There are lubricity and detergent additives that vehicle owners can add to the fuel when they’re filling the tank, but service shops can also offer an injector cleaning service, which Torkelson recommends should be done every 8,000 km or every oil change interval. But he says that deposit formations do vary depending on how often the vehicle is used, driving style and environment.

During an oil change, Pollack points out that Liqui Moly’s Diesel Purge can be used to prime the fuel filter cartridge, rather than diesel fuel. “The best way to use Diesel Purge is by taking the intake and return lines of the fuel system and inserting them into the can of Diesel Purge and run the car on it,” says Pollack. “This allows the additive to bypass the fuel tank and focus the cleaning power on the fuel system.” A service, he suggests, can be offered as a part of a comprehensive package every 42,000 km.

Of course, one of the biggest game changers in diesel technology has been the introduction of the High Pressure Common Rail (HPCR) injector systems, which feature boosted pressure, smaller injector components and increased injection frequency. But with more HPCR systems entering the market a new line of deposits has been discovered, forming on the inside of the injector nozzle. “These are called Internal Diesel Injector Deposits (IDID),” says Nyholm. “Products of the past are not capable of removing this stubborn deposit. A new formula of chemistry is required.”

To target these deposits, Amsoil reformulated its diesel fuel additive line. Its Diesel Injector Clean and Diesel Injector Clean + Cold Flow additives work on both HPCR systems and older generation injectors. And similar to the more traditional injector deposit formations, those in a 30 SSGM January/February 2014

p 26,28,30 Diesel Additives.indd 30

HPCR system can result in loss of power, loss of fuel economy, rough idle or engine operation and extra smoke.

Torkelson suggests that technicians and service advisors need talk to their customers to find out if there are any issues with the performance of the vehicle, such as loss of efficiency and power or hesitation when accelerating.

Using a diesel fuel cleaner (detergent) additive as part of a regular maintenance regime will also help slow down the rate at which the Diesel Particulate Filters (DPFs) might get clogged with soot. Although additives never make it past the combustion chamber to the DPF, drivers doing short trips, or those often in stop and go traffic are not getting the engine up to the proper operAmsoil Diesel Injector Clean + Cold Flow combines the benefits of Amsoil Diesel ating temperature. And Injector Clean and Diesel Cold Flow in one Torkelson says that this package. Amsoil’s Diesel Inject Clean + Cold will increase the rate that Flow is concentrated for rapid results and deposits form on the cleans stubborn deposits found on injectors injectors, which may prowhile combating diesel fuel gelling in cold duce higher levels of partemperatures. ticulate or soot that will plug the DPFs. “Additives can help delay clogging, but at some point the DPF needs to be cleaned,” says Pollack. “In most cases the two options have been to replace the DPF for about $3,000 or disassemble the exhaust system, remove the DPF, soak it for days and then put it back together.” With Liqui Moly’s new DPF Cleaner Kit, the service takes about an hour – without having to disassemble the exhaust system or remove the DPF – and the repair shop can charge $400 to $500 or more for the service.

Offering education on the benefits of diesel fuel additives will certainly help keep your customers on the road, but packaging additive based services with other regular maintenance offerings will help save your customers from costly repairs, while keeping the diesel fuel and the cash flowing into the shop.

SSGM

www.ssgm.com

14-02-12 11:18 AM

Tool ool Review eview ||

Tool Review

Milwaukee M 18 FUEL cordless impact wrenches

By Jim Anderton, Technical Editor

I

n the building and fabrication trades, there’s no doubt about it: cordless power tools are the future. In automotive repair, however, the-fixed base nature of the work, combined with ready access to compressed air has made pneumatics the power source of choice for driving and removing nuts and bolts.

Wisconsin-based Milwaukee Electric Tool Corporation, wellknown in the building and construction trades, aims to change this with a new line of cordless tools designed with the repair trade in mind. SSGM tested two examples of Milwaukee’s new cordless philosophy, both marketed under the M18 FUEL brand. We tested the 2763–22 half-inch high torque impact wrench, and the 2655B–20 half-inch compact impact wrench kit, in real world conditions.

The big boy of the pair is the 2763–22, which offers up to 700 foot-pounds of tightening torque and up to 1100 foot-pounds in reverse, powered by Milwaukee’s 18 volt red lithium XC 4.0 battery pack. The unit uses a brushless motor and an electronic control unit to avoid overload damage and

www.ssgm.com

p 31,32 Tool review.indd 31

increase battery life. At nine inches in length and 7.2 pounds in weight, it has the look and feel of a pneumatic impact wrench and has similar balance, neutral to slightly nose heavy. The tool features two modes, with 0-to-450 or 0-to2300 impacts per minute, selected by pushbuttons in the handle. The handle and motor housing are resin, but the business end of the wrench, the snout and front third of the anvil housing, is die cast metal fastened by beefy screws. It has the look and feel of pro equipment and operates that way. We tested the unit mainly at its higher mode two setting and used it almost continuously for three hours with plenty of battery life left in the 18-volt pack. continued on page 32 January/February 2014 SSGM 31

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|| Tool Review

continued from page 31

The unit ships in a suitcase-like blow molded resin case, including a charging stand and spare battery. The stand charges both Milwaukee’s 18-volt and 12-volt M-series battery packs and is intelligent, meaning there’s no risk of overcharging. The charger can be wall or bench mounted. There is a convenient LED spotlight mounted below the snout, and usefully the unit sits upright on the flat bottom of the battery pack, making it easy to reach during under car work.

The little brother of the “–22” is the 2655B–20 compact impact wrench.

The smaller unit also uses a brushless motor and intelligent motor control and uses the same 18 volt lithium battery pack as the big unit. It’s significantly smaller and lighter, with three operating modes offering 80, 120, and 210 foot-pounds of torque, also selectable on the tool handle. The 2655B also features the LED spotlight and includes a belt clip for gunslinger style carriage, although it’s light enough at 2.4 pounds to simply carry in your hand.

This unit retains sockets with a ball détente, unlike the friction ring of its big brother, but in our tests using both Milwaukee’s Shockwave thin-walled impact sockets and thicker off-brand tools, retention was excellent and didn’t require undue force to either mount or remove sockets.

Which one is best for automotive use? It depends. To fully replace conventional pneumatic impact guns, the big 2763–22 matches air tool performance at acceptable weight and battery life. For heavier chassis and under car work, it’s quieter, and works anywhere under the lift without snagging or tangling of hoses. Power is not an issue, as we blew off corroded idler arm and ball joint nuts without difficulty.

While the smaller 2655B–21 isn’t suited to those big jobs, 32 SSGM January/February 2014

p 31,32 Tool review.indd 32

its tiny head makes it perfect for under hood work like manifolds and heads. Although Milwaukee makes the smaller impact gun in both hex and 3/8 inch drive models, we liked the ability to use halfinch sockets on a lightweight tool; the fewer trips back to the box, the better.

Incidentally, both units operate at temperatures as low as -18 Celsius, a feature we tested with an emergency outdoor battery swap during Toronto’s recent cold snap. Units work in the cold as advertised, although the chargers need time to warm the battery packs at very cold temperatures before the charging cycle will begin. Best to keep the chargers near the bench. Is this the beginning of the end for pneumatic impact tools? That remains to be seen, but for everyday work under hood or under car, both Milwaukee cordless guns deliver.

SSGM www.ssgm.com

14-02-13 7:41 AM

SSGM BAYWATCH New Products

Red Line SI-1 Complete Fuel System Cleaner SI-1 Complete Fuel System Cleaner from Red Line Oil cleans to nearly 100 per cent efficiency in one treatment, reducing octane needs, improving fuel delivery and lubricating upper cylinders. SI-1 cleans injectors, carburetors, pollution control valves, engine valve and combustion chamber deposits with a concentrated blend of the most powerful high-temp and low-temp detergents available.

SI-1 and additional Red Line Oil products are available at WORLDPAC, a premier wholesale auto parts distributor.

WORLDPAC www.worldpac.ca

True UV LED Leak Detection Flashlight Tracer Products has unveiled the Tracerline OPTI-PRO — an economical, cordless, true UV (violet light) LED leak detection flashlight. It emits less visible light so leaks are clearer and easier to spot, saving valuable inspection time for technicians. The OPTI-PRO features a high-output UV LED that causes dyes to fluoresce more brilliantly and with greater contrast than with conventional inspection lamps. The flashlight’s pre-focused beam optimizes fluorescent response without any adjustments.

It works with all Tracerline universal/ester and PAG A/C dyes, as well as TP-3400, TP-3405, TP-3900 and TP-3940 fluid dyes.The OPTI-PRO is compact and lightweight, which allows it to get into tight, cramped areas that larger lamps can’t. Its inspection range is 15 feet (4.6 m) or more. A rugged, corrosion-resistant, anodized aluminum lamp body stands up to years of heavy shop use. Powered by standard AAA batteries (included), the unit has a 100,000-hour LED service life. The flashlight comes complete with a lanyard, belt holster and fluorescence-enhancing glasses, all packaged in a full-color hanging clamshell.

Tracerline www.tracerline.com

CRP Automotive Expands Pentofrost Antifreeze Coverage CRP Automotive has expanded its line of specially formulated Pentofrost Antifreeze for Asian vehicles with three new formulations: A2 (Green), A3 (Blue), and A4 (Pink). These new fluids join with Pentofrost A1 (Red) Antifreeze, which CRP has been supplying to the market for several years. With the new additions, CRP has dramatically expanded its application coverage to 94 per cent of the Asian vehicle market. The new antifreeze formulations match the OEM’s specifications for performance and protection as well as the specific liquid color used by the vehicle manufacturer. Pentofrost Antifreeze A2, A3, and A4 are designed specifically for the water-cooled engines used in Asian makes. They are based on a phosphate organic acid technology, which is categorized as hybrid organic acid (HOAT) technology in the US market. The antifreeze does not contain any silicate, borate, nitrite, or amine containing additives, since these are known to be harmful to technicians and vehicles. However, phosphates and organic salts are incorporated into the formulation to protect the materials used in Asian vehicle cooling systems. All Pentofrost formulations are mixable with the OE antifreeze.

CRP Automotive www.crpautomotive.com www.ssgm.com

p 33 Baywatch.indd 33

January/February 2014 SSGM 33

14-02-12 11:21 AM

SSGM Service Station and Garage Management

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Automotive Internet Directory

Visit these companies directly at their web addresses or check out the growing list of Hot Links at www.ssgm.com.

To find out how your organization can be included in this directory and on the web, contact marc@ssgm.com.

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www.allansautomotive.com Phone: 780-469-8060 Your Automotive Test Equipment Repair Specialist Tool Sales and Service.

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 Research and testing. Just two of the reasons Goodyear automotive replacement products deliver the ultimate in performance and value.

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.

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.

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

Your one stop for specialized diagnostic tools and accessories.

Contact; www.auto-know.com, ronbrown@ on.aibn.com, 1-800-665-8773

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

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.

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ADVERTISERS’ INDEX Advertiser

Page #

Website

Advertiser

Page #

Website

Blue Chem..................................22............................... www.bluechem-canada.com

ProFORCE....................................17.............................www.proforceautomotive.com

BMW Group...............................36.....................................................www.pass.bmw

Promax.........................................7..............................................www.autoparts.com

Delphi...........................................5............................................www.delphi.com/am

Trico Products.............................35........................................www.tricoproducts.com

Liqui-Moly..................................19................................................www.liqui-moly.us

VL Communications...................27....................................................www.vlcom.com

OTC.............................................13.................................................www.otctools.com

WORLDPAC...................................2................................. www.worldpac.ca/original6

34 SSGM January/February 2014 JOBBER NEWS / JANUARY 2014

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