Service Station, Garage Management September 2009

Service Station & Garage Management .COM

SSGM SEPTEMBER 2009

Winterizing Independents: Selling Winter Maintenance Exclusive:

AIA/Greenwood Take a Close Look at the Independent Landscape Publications Mail Agreement No. 40069240

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September 2009

Vol. 39 No. 9

what’s inside

Editor Tom Venetis (416) 510-6790 tom@ssgm.com Assistant Editor David Halpert (416) 510-6784 dhalpert@ssgm.com Technical Editor Jim Anderton jim@ssgm.com Publisher Marc Gadbois (416) 510-6776 marc@ssgm.com Circulation Manager Selina Rahaman (416) 442-5600 ext 3528 srahaman@bizinfogroup.ca Customer Service Roshni Thava (416) 442-5600 ext 3555 Art Director Ron Taylor Production Manager Steven K. Hofmann (416) 510-6757

See Page 10

Print Production Manager Phyllis Wright

See Page 14

Vice President Canadian Publishing Alex Papanou

Selling Winter Maintenance Educating the customer before the first snow begins . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10

Exclusive: The Independent Service Provider Landscape

AWARD-WINNING MAGAZINE

AIA/Bob Greenwood takes a look at the opportunities for growth. . . . . . . . . . . . . . . . . . . . . . 14

CAT Low-pressure fuel-pump replacement . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22

Departments Editorial. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 News. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Jim’s Rant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 19 Baywatch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 25 Advertisers’ Index/Solutions to August Puzzles. . 25 Internet Directory/Sudoku. . . . . . . . . . . . . . . . . . . 30

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4 SSGM September 2009

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The GOODYEAR (and Winged Foot Design) trademark is used by Veyance Technologies, Inc. under license from The Goodyear Tire & Rubber Company. Goodyear Engineered Products are manufactured and sourced exclusively by Veyance Technologies, Inc. or its affiliates. The Gatorback trade name is licensed to Veyance Technologies, Inc. by The Goodyear Tire & Rubber Company. Š2009 Veyance Technologies, Inc. All Rights Reserved.

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|| TOM’S EDITORIAL

Some worrying trends with consumer spending

By Tom Venetis, Editor

Figuring that the dealership operations are more expensive, consumers are switching to independents because they believe they are cheaper. That sounds like a good thing, right?

A few months back I wrote an editorial where I mentioned that the changing automotive repair landscape would bring a range of challenges for Canadian independents. This year’s J.D. Power and Associates Canadian Customer Commitment Study confirmed my earlier remarks.

In October, SSGM will take a more detailed look at the study; but for now, I will only focus briefly on two findings. The first is Canadians are cutting back on automotive maintenance; the second is the dealer share of the maintenance and repair market is down this year. Both should give Canadian independents pause.

Let’s take a look at the first one. J.D. Power found the annual payout on vehicle maintenance and repair was down some seven per cent from 2008. Most will rightly put this decline to the continuing economic uncertainty. When times are difficult, people will cut back on expenditures, and automotive repair and maintenance are not exempt from this trend. What should catch everyone’s attention is when people are going to spend money on a necessary repair or bit of maintenance work, they are focusing more often on price first. The J.D. Power study found the number of people replying “I will go to the cheapest place I can find for service” has increased to 23 per cent, up from 17 per cent in 2008. This may explain why there was a small dip in the number of people transferring their loyalty from dealership service facilities to independents. Figuring that the dealership operations are more expensive, consumers are switching to independents because they believe they are cheaper. That sounds like a good thing, right?

This should be worrying to independents. The findings suggest some people are possibly turning to independents only because they think they can get a better deal from the independents in terms of price; they are not doing so because they think independents are offering a better service, use quality parts or have trained staffs who know what they are doing. Instead, they are coming to independents because they think they can be pushed on price. If a customer can’t get the price they want from one independent, they will without hesitation go to another and press them on price.

I’ve had several independents tell me they are starting to see a lot more of this price shopping by vehicle owners. If the customer feels they can get a better price somewhere else, they will take their vehicle there; or they will tell the shop owner “I know the guy across town can do it for cheaper. Why are you charging more?” I’ve even heard stories of customers showing up demanding that only one part be replaced, at the lowest price, so they can drive to the next shop which promised to finish the next part of the repair for some bargain-basement amount.

This is going to be a challenge for independents. I mentioned before the remaining dealership operations will focus aggressively on keeping and recruiting new customers by emphasizing quality and professionalism. That image will be made easier if independents are tagged by consumers as the choice for the lowest price, but not much else. I had a conversation only last month with one shop owner with a well-known franchise operation who complained of the focus of the head office on getting customers with cut-rate pricing. As he told me, the only thing it produced were customers who were not interested in booking a follow-up appointment or taking part in a maintenance program. That is not the kind of image or customer we want.

What do you think?

Have your say and speak your mind! letterstotheeditor@ssgm.com 6 SSGM September 2009

www.ssgm.com

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|| News Briefs Canadians scrimping on car maintenance, dealer share down

J.D. Power and Associates research results show that Canadians spent less on car repairs this year than they did last year, and put hard numbers to industry assumptions that car owners in this country are putting off maintenance.

According to the J.D. Power and Associates 2009 Canadian Customer Commitment Study, average annual expenditures on vehicle maintenance and repair services have declined by approximately seven per cent from 2008.

The study found that average annual spending on vehicle maintenance and repair services declined to $856 in 2009, from $920 in 2008. Further, the proportion of customers who say they “go to the cheapest place I can find for service” has increased to 23 per cent, from 17 per cent in 2008.

“In a difficult economy, vehicle owners seem to be delaying what they perceive to be non-essential maintenance or seeking out the lowest-cost option,” said Darren Slind, senior director and Canadian automotive practice leader at J.D. Power and Associates. “In the long run, this may prove more costly in terms of vehicle reliability, but in the short term, consumers are dealing with other spending priorities.”

The study also finds that new-car dealers continue to lose market share to aftermarket service providers. Overall, aftermarket providers now account for 59 per cent of the estimated $11.2 billion annual service market for vehicles that are between three and 12 years old, up from 57 per cent in 2008.

“While a two-percentage-point shift may not seem substantial, this equates to more than $220 million in lost revenue annually for dealers,” said Slind.

“Given declining new-vehicle sales — which are down more than 16 per cent in Canada so far this year — dealers must rely more than ever on their service and parts operations. We expect that dealers will fight back aggressively in the coming year to recapture this lost market share.”

The study, redesigned for 2009, provides a measure of the service behaviours, satisfaction and loyalty of owners of three- to 12-year-old vehicles. Over8 SSGM September 2009

all customer satisfaction is determined by examining five key factors of the service experience: the process of getting the vehicle in for service; service advisor performance; service facility; quality of work performed; and the process of vehicle return/pick-up. The study examines customer satisfaction with service at both new-car dealerships and aftermarket facilities.

In addition to reports of declining expenditures, the study also names those survey providers who performed best in the eyes of the consumer.

NAPA Autopro tops list in customer satisfaction

According to the J.D. Power and Associates 2009 Canadian Customer Commitment Study, NAPA Autopro ranks highest in satisfying automotive service customers in Canada, receiving an overall index score of 876 on a 1,000point scale.

NAPA Autopro performed particularly well in service initiation, service advisor, work quality and vehicle return. OK Tire (858) and Pennzoil service outlets (851) followed in the rankings. Last year’s leader, Certigard, registered an index of 843, ranking fourth. It is also notable that the “Independent” category, which is an amalgam of all responses that do not relate to a brand or banner, would have ranked third with an index of 854.

At the segment level, aftermarket providers tend to perform well in the areas of service initiation (including ease of scheduling visit and timeliness of vehicle drop-off) and vehicle return (including timeliness and explanation of work and charges). New-car dealers performed well in the quality of their facilities (convenience, comfort, cleanliness etc.).

GM takes to eBay to sell cars, trucks

The New York Times and other media have reported General Motors will use the popular Web site eBay to begin selling cars and trucks in an effort to reach new customers and to take back market share. eBay is a popular online auction site and General Motors’ plan is to have

some 225 dealerships in California use the Web site to sell the company’s vehicles.

The plan is for customers to go to a special eBay portal, gm.ebay.com, so they can browse the dealers’ vehicle inventories and negotiate prices and set-up financing. While users of eBay may be familiar to the site’s auctioning culture, General Motors’ portal will not involve customers bidding on vehicles.

Instead, vehicles will be listed at a “buy it now” price that will be equal to General Motors’ supplier price. Car buyers can, if they wish, offer a lower sum for a vehicle, which the dealer can accept or reject. Up to 2,000 vehicles will be listed on the site.

ACDelco announces rotating electrical rebate

ACDelco has announced the launch of a new 2009 ACDelco Summer Aftermarket Rotating Electrical Product Rebate. Beginning August 1st and running to end of September, independent service centres have the opportunity to receive a $3 rebate for every qualifying ACDelco reman starter or alternator purchased. Details are available from ACDelco distributors or by visiting www.techconnect.com for a redemption form.

Monroe offers consumers mail-in rebates

Tenneco, manufacturer of Monroe shocks and struts, is offering consumers a mail-in cash rebate of up to $80 for qualifying purchases of Monroe and Rancho shocks and struts from September 1 through October 31, 2009 during the Monroe “Repair Rewards” promotion. The program is part of Monroe’s ride control replacement safety education efforts, which encourage motorists to replace their worn shocks and struts.

To qualify for an $80 mail-in rebate, consumers must purchase four Monroe Quick-Strut assemblies. To qualify for a $60 mail-in rebate, consumers must purchase four Monroe Reflex or Sensa-Trac struts or two Rancho RS9000XL shocks and two Rancho QuickLift units. To qualify www.ssgm.com

News Briefs || for a $40 mail-in rebate, consumers must purchase one of the following product combinations: Two Monroe Reflex or Sensa-Trac shocks and two Monroe Reflex or Sensa-Trac struts; two Monroe Quick-Strut assemblies; four Rancho RS9000XL shocks; four Rancho RS9000XL Pro Series shocks; and two Rancho QuickLIFT units.

Consumers who purchase four Monroe Reflex, Sensa-Trac or GasMagnum shocks, or four Rancho RS5000 or RSX shocks can qualify for a $20 mail-in rebate. Motorists must visit participating retailers in Canada and provide a completed redemption form with proof-of-purchase to qualify.

Submissions must be postmarked by November 30, 2009.

More information regarding the Monroe “Repair Rewards” mailin rebate program or for “Repair Rewards” mail-in rebate forms can be found at www.Monroe.com or by calling (800) 565-9919, or contacting a Monroe automotive service and/or parts provider.

tion, Snap-on will acquire CIT’s interest in the joint venture for approximately US$8.2 million, Snap-on Credit will become a wholly owned subsidiary of Snap-on Incorporated, and Snap-on Credit will continue to service the existing portfolio of contracts owned by CIT. The approximate outstanding balance of this portfolio is US$834 million.

NGK Spark Plugs Canada announces new president

NGK Spark Plugs Canada Limited has announced the promotion of Tom Yamaguchi to president. Yamaguchi previously served as vice-president and is a 14-year veteran of NGK Spark Plugs Co. Ltd. He also served as assistant to the president in the NGK U.S.A. office from 2006 until his transfer to Canada in 2007.

In his new role, Yamaguchi will oversee all functions for NGK Spark Plugs Canada Limited. He replaces Shinichi Odo who is returning to Japan to assume the position of direc-

tor, automotive division.

“Our people and products set the standard for quality in Canada. The aftermarket industry has been very good to NGK Canada and I am very excited to lead our team and support our customers by improving our practices,” said Yamaguchi.

During his time in the U.S., Yamaguchi’s primary responsibility was as sales administration manager. The main function of this position was to oversee the company’s business plan, as well as production and inventory control. With that experience, in June 2007, he was transferred to NGK Canada in order to improve the inventory situation.

Synthetic Mythbusters Winner

The August winner of the SSGM Synthetic Mythbusters quiz, presented by Castrol, is Gordon Eyahpaise, Fountain Tire Ponoka, Ponoka, Alta. He will be receiving a Castrol Prize pack courtesy Wakefield Canada, distributors of Castrol products. See this month’s quiz on page 18 for your last chance to win!

Snap-on terminates joint venture operating agreement with CIT

Snap-on Incorporated announced it has notified CIT of termination of the operating agreement between CIT and Snap-on relating to the parties’ Snapon Credit LLC joint venture, pursuant to Snap-on’s rights to terminate under the agreement.

Snap-on and CIT are partners in Snap-on Credit LLC, which provides a broad range of financial services to Snap-on’s U.S. franchisees and customers. The joint venture was established in 1999 and CIT has been the exclusive purchaser of the financing contracts originated by Snap-on Credit. Snap-on and CIT have been in ongoing discussions concerning a longer term new joint venture agreement.

Both parties have agreed to continue these discussions. To the extent a mutually acceptable agreement can be reached, including CIT resolving its liquidity issues over a longer term, it is possible the parties could, at a later date, enter into a new joint venture agreement.

As a consequence of this terminawww.ssgm.com

September 2009 SSGM 9

|| Winter Maintenance

Winterizing Your Garage How to Prepare for the Upcoming Winter Maintenance Schedule With winter just around the corner many garages take it upon themselves to prepare early for that expected winter rush of clientele. Not only is it not uncommon for a slew of customers to arrive in need of last-minute winter tire replacement once the first snowfall hits, many are likely to want their cars inspected for additional wear and damage.

However, the winter maintenance has changed. Winters have been arriving later, allowing for weeks of missed opportunities. In urban centres such as Toronto, where roads are routinely cleared by snow ploughs, many customers question the need for snow tires and other related maintenance.

And let’s not forget light vehicle parts are simply built better than they were ten years ago. With that in mind, SSGM talked to several shop owners and manufacturers to get a better idea of ways technicians can better prepare in the months leading into winter.

Really preparing for the winter maintenance schedule is about taking the initiative, which comes down to two things: promotion and supply, two factors that can help ensure a prosperous seasonal quarter.

“The trend is that our clients are hanging onto their vehicles longer, so they’re investing more in the maintenance and repair to protect their investments. Maintenance starts out as an educational process,” says Steve Bowles, owner of NAPA Autopro in Shelbourne, Ont. “Because we’re an Autopro dealer, we have some very attractive seasonal service packages.

We post our flyers as the customer’s work is getting done. The flyers — that are produced on a national level from Autopro — will also be attached to the customer’s invoice. On the phone if [we’re arranging] a pre-booked oil change we would also try to promote the seasonal repair as well.”

But what if like most independents 10 SSGM September 2009

By David Halpert, Assistant Editor

you’re not part of a national chain or franchise? Ed Jagt, owner/operator of Pro-Tech Tire & Auto in Barrie, Ont. offers simple tips that can easily improve your chances for repeat business.

“You can get your customers ready and plant the seeds early,” says Jagt, “When you have your client in front of you paying for a service now in August or September, ask them to consider booking the next appointment for a winterization or their next oil change.

Ask them if they’re going away and if they would like to have their car inspected before going on holidays.

There’s a lot of different ways for planting the seeds.”

Battery Maintenance

Batteries are one of the more sensitive components of your vehicle when it comes to extreme temperatures of hot and cold, which makes them a worthy seasonal item to have on-hand

come wintertime. This sensitivity is for several reasons. A colder outside ambient temperature, for example, causes a slower chemical action and reaction inside the battery making it more difficult to effectively accept recharge from the charging system. Secondly, the metal inside an engine starts to expand in colder temperatures making it sluggish to start, leading to increased friction and motor oil slowing down on its holding properties. As a result, a vehicle’s starting circuit requires approximately 2.5 times the starting power (e.g. 180 amps at 27 degrees Celsius = 450 amps at -20 degrees Celsius). Thirdly, corrosion built up during the summer months can inhibit the starting once winter rolls around.

“One thing that is always important [to know] is what type of vehicles you normally work on. I’ve found so many times, from a general auto point of view, that it goes back to what vehicles have you had in the

Now with a longer warranty, the Mega-Tron line of batteries provides long life and reliable starting power. www.ssgm.com

Winter Maintenance || The Hella 500 Driving Lamp is a 6.9” round lamp that features a proven lightweight design, sturdy, shockproof housing and a bonded water-resistant lens assembly with an aluminum vapourcoated reflector for maximum durability.

past. What type of vehicles have you normally worked on historically,” says Gale Kimbrough, technical services manager for Interstate Batteries. “Are they General Motors or are they Ford?

Are they Mercedes or BMW? What is the majority of the vehicles that you work on? When I had a business many years ago I looked at the work orders and said, ‘You know, typically I work on 30 per cent General Motors and 25 per cent Chrysler/Ford,’ and so forth, and that really helped me understand, in this case with batteries, what types I needed to stock up on.”

Interstate Batteries has also been known for its long-time battery consignment program, whereby an independent garage stocks but doesn’t own the battery until they are sold to the consumer. Not only does this have added advantage to independent garages that don’t wish to shell out extra dollars for parts, but there is also a certain peace of mind that comes with the process, as Kimbrough explains. www.ssgm.com

“Our route managers will go out to those dealers that have been set up [with our program] and check the stock on these batteries on the rack,” he says. When he sees one missing he puts a new battery in its place and charges the account. He also checks

the stock to see if the battery is fresh, in other words, if it’s aged too much. If a battery is not considered fresh enough for the customer, he places a new battery in its place and takes the other battery back to recharge (refresh) it.

“We have approximately 300 distributors around Canada and the U.S., and these distributors may be independent owners and work under the auspices of Interstate Batteries (similar to a franchisee) or they may work directly for Interstate Batteries. Currently, we have about 50 distributors we own ourselves directly, the other 250, while owned independently, work strictly under the rules of Interstate.”

Lighting Opportunities

The F-150 LED/CELIS Taillamp contains 24 LEDs which perform stop/turn functions, contain easy plug and play installation and are OE fit and function.

Ensuring a proper functioning lighting system should be an integral part of any technician’s winter maintenance schedule, not only because it’s responsible for maintaining a clear line of sight while driving but also to help communicate to other drivers on the road, even during the harshest winter September 2009 SSGM 11

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-ANAGER s 2EPAIR s %STIMATOR These days, part look-ups and ordering from an electronic catalog is a necessity. Mitchell 1 Manager puts the integration of more catalogs than anyone else at your fingertips. Write an estimate using your choice of integrated catalogs and be confident you are quoting the customer accurate pricing and be assured the parts are available. Prices, description and part numbers are automatically transferred to orders. ManagerPlus automatically generates and stores purchase orders for parts ordered electronically.

Manager Features: ManagerPlus Features: (All Manager Functionality Plus) s $IRECT !CCESS TO !#$ELCO 7)3%#ONNECT !CTIVANT .!0! s )NVENTORY -ANAGEMENT AND !UTOMATED 2ESTOCKING #!215%34 .EXPART / 2EILLY 7ORLD0!# AND MORE s 0ERFORMANCE#ENTER 0ROlTABILITY 4RAINING AND MORE s )NTEGRATED 2EPORTS 888.724.6742 x6313 mitchell1.com/manager Š 2009 Mitchell Repair Information Company. The Mitchell 1 name is used herein by permission from Mitchell International, which has no ownership interest in Mitchell 1.

Winter Maintenance || may have a nice light, but you won’t have the proper beam pattern.”

Trico has several winter blades lengths that no other manufacturer offers. The complete line consists of thirteen part numbers in lengths ranging from 11” to 28”.

conditions. “[The thing to remember is that] it’s a safety device. Now some people might not consider the lights to be a super high safety device but it is and it’s funny because almost any maintenance schedule on the OE manufacturers say, ‘After one year you have to change their bulbs’ and of course it all depends upon how many hours you’re driving at night. But to be able to keep your lights performance at their best it’s a good idea to have them replaced once a year,” says Alfredo de la Vega, marketing manager for Hella Inc. Hella, Inc. recently expanded its OE Lighting Spare Parts Program with the addition of over 50 replacement headlamp parts. The new parts cover late-model Audi, BMW, Mercedes-

Benz, Volvo and Volkswagen models.

This year, Hella also introduced the first high-performance halogen bulb approved by the Department of Transportation in the U.S. “I think with a lot of the market involving lighting there’s the thought that you just change the bulbs and that’s it. It’s actually a combination.

You need to change your bulbs to be sure that the aim is perfect because otherwise you may have the most powerful light in the world, but if you don’t have the perfect aim, you may be pointing to the sky,” continued de la Vega. “The other thing is you need to use the proper bulbs, if you’re going to use the performance bulbs be sure to use one from the leading brands so you don’t get into trouble later on. You

Additional Battery Maintenance Tips Gale Kimbrough, technical services manager for Interstate Batteries, was helpful in providing SSGM with the following winterizing tips on battery maintenance as we head from fall into winter.

• Quite often the naked eye cannot visually detect the presence of corrosion because it is hidden between the connection and the post.

• Check and clean/repair as needed.

• Check battery state of charge level.

• Charge the battery to a fully charged condition if needed.

• Check and verify the charging voltage and current output of the alternator is adequate.

• Load test the battery at 1/2 CCA for 15 seconds and verify the battery is functioning properly. This can also be achieved by testing with a conductance tester.

• Do not allow the battery to become discharged during the winter months.

Note: A fully charged battery will not freeze until -76°F (-60°C); however, a fully discharged battery could start to freeze at 32°F (0°C). A battery loses efficiency during the winter months. A fully charged battery can lose 35 per cent at 32°F (0°C) and up to 60 per cent efficiency at 0°F (-18°C).

• A vehicle’s starting circuit requires approximately 2.5 times the starting power compared to 80°F (26.7°C). Example: 180 amps at 27°C = 450 amps at -20°C. • Make sure the vehicle’s battery matches the original equipment manufacturers CCA (Cold Cranking Amp) vehicle requirement.

• Check the voltage drop between the alternator and battery. The voltage loss between the alternator B+ and battery positive post should not exceed .300 volts (300 milli-volts) at 1,500 engine rpms with normal electrical loads on.

• Check the voltage drop between the battery negative post and engine ground during cranking. The maximum voltage loss should not exceed .200 volts (200 milli-volts). www.ssgm.com

Wiper Blades

Aftermarket wiper blades manufactured today are designed to clear away common winter precipitation forms like rain, sleet, slush and some loose debris, making them one of the most important items on your vehicle during the harsh winter months. Making sure your garage is adequately prepared for this onslaught can only be accomplished through prudent planning ahead of time.

“It is important to anticipate severe winter weather and be prepared with an ample supply of both winter-style wiper blades and advanced beam blades,” says Randy Chupka, marketing manager for Gates Canada, the domestic distributor of Trico Products.

“Also, SUVs, wagons and minivans continue to be a popular vehicle type especially during winter months. Most are equipped with rear wiper blades. It is important to remind drivers that this blade needs replacing as well.”

Trico Winter wiper blades are equipped with an added protective rubber boot that resists ice buildup during operation. This allows the wiper to perform optimally in some of the harshest weather environments.

They are also the world’s only source for winter blades to fit the new unique Pinch Tab wiper arms used on late model GM pickups and SUVs (available in 20" , 22" and 24" lengths).

“Simply remind drivers of the importance of optimum visibility and the value of preparedness. Underscore the reliability of a tested, proven premium wiper blade. Remind drivers of the rear blade. Offer them free advice on how to get the most out of their wiper blades,” continues Chupka.

Adopting a laissez-faire attitude towards the approaching winter maintenance season might be the deciding factor between whether the undecided customer goes to your garage or your competitors. Don’t wait to act on some extraordinary opportunities in preparation for the coming winter SSGM season.

September 2009 SSGM 13

|| AIA survey

Opportunities available for aftermarket growth

By Bob Greenwood

T

he 2009 Canadian Shop Survey conducted by the Automotive Industries Association of Canada confirmed many long-standing assumptions about the Aftermarket Shop Sector, but for some reason many within our industry still have blinkers on instead of looking around to see what opportunities are really available.

Creatures of old habits may sustain their businesses but they cannot improve or grow it. Awareness of todayâ&#x20AC;&#x2122;s realities and learning to embrace opportunities is necessary to open new doors to enhanced growth and profitability.

Based on the facts gathered in the survey, some basic math can be The 2009 Canadian Shop Survey conducted by the Automotive Industries applied to get a picture of what the average shop really looks like and conAssociation of Canada is part of the First Annual Canadian Aftermarket sequently what opportunities there Benchmarking Survey that also covers the jobber and collision repair markets. are for the aftermarket to make a real difference.

This project was conducted in partnership with the Automotive Group of the Business Information Group, publishers of SSGM, Jobber News, Bodyshop and Lâ&#x20AC;&#x2122;automobile magazines.

Official jobber survey results and analysis appear exclusively in Jobber News, collision repair sector analysis in Bodyshop magazine.

14 SSGM September 2009

Shop Performance

One of the key measures shops should be looking at is shop efficiency and the average total shop efficiency number last year comes in at 48.89 per cent.

This number is a calculation based on the potential labour dollars that could be produced in a shop compared www.ssgm.com

AIA survey || to the actual labour revenue billed. This number should be a minimum of 75 per cent with a target of 80 per cent.

When a shop reaches these efficiency objectives, there is enough gross profit dollars for management and staff to enjoy a professional income as well as enough business net income dollars after tax to sustain the business and provide for future growth. Shops below these objectives have a tendency to really struggle with business financial issues.

These shop efficiency objectives have also mathematically proven to provide for a proper business ROI. The average shop is billing 1.34 hours of labour per invoice. According to manufacturer recommendations for professional maintenance of their companyâ&#x20AC;&#x2122;s vehicles to ensure reliability and safety, this number should averageNoco/AB/JOB 2.5 billed hours for basic consumer vehicle work. For the industry, this means that the average shop has not embraced the preventative maintenance model or the internal processes and measurements required to move their business forward.

Shop owners must also embrace client relationships over customer acquaintances to secure a place in the new world of preventative maintenance rather than relying on the breakdown and repair world.

The move must be made from running the business based on price and volume (car count) to a focus on quality/value and transactional management. Consider that if the shopâ&#x20AC;&#x2122;s car count remained the same for 2010 the only way to improve profitability and total shop efficiency while maintaining high levels of client service is to increase the billed hours per transaction.

Increased billed hours per transaction puts the shop on the road to working smarter, not harder. When shops fully educate their clients on manufacturer recommendations, they are simply serving the public at the right professional level. This can only be achieved when client relationships are in place and internal business recording connects to reporting processes. www.ssgm.com

8/4/09

7:53 AM

Page 1

September 2009 SSGM 15

If you’re playing lift roulette, the odds are against you.

Protect your business.

Your techs. Your reputation.

In today’s tough economic climate, people are deferring new vehicle purchases and keeping their vehicles longer. That means more maintenance and repair business for you.

Is your lift ready…and are you sure? If you wait for a breakdown to know for sure, it could cost ™ you big-time.

That’s why Rotary Lift is offering the new “Inspect to Protect™” lift inspection program.

And it’s available for a short time at a very special price.

Make sure your lifts are ready for all the business you can handle.

Having all your lifts inspected regularly is the single most important thing you can do to protect the safety of your employees and the health of your business.

Uptime means revenue, and well-maintained lifts work harder and longer, keeping the cash flowing while protecting your most vital business asset – a productive staff. A lift inspection, performed by a Rotary-trained inspection specialist, can uncover potential equipment problems while they’re still quick fixes. In some states it can even reduce your insurance premiums.

Who wins? You do, with maximum lift performance, and the profit that comes with it.

Avoid potential injuries and costly fines.

Equipment breakdown is a common – yet preventable – cause of on-the-job injuries. Some provincial regulatory

agencies require lift inspections. Is your lift certified?

Properly installed? Regularly maintained? A lift inspection provides the documentation that answers those questions quickly and hassle free.

For a limited time, Rotary Lift is offering its complete “Inspect to Protect” lift inspection package at a special price.

Your own lift protection team you can count on – now, and later.

Call 800-640-5438 to find the nearest participating “Inspect to Protect” professional and schedule your inspection today.

Rotary Lift maintains an extensive nationwide network of factory-trained service professionals. They have the expertise to provide thorough lift inspections as well as the documentation that says your lift meets ANSI standards for performance and operating safety. If a problem requiring parts, repair or replacement is identified, you’ll receive a quote on the spot.

From annual inspections to installation, maintenance and repair, your highly qualified lift protection team is nearby, available to respond to your future lift needs 24/7.

www.rotarylift.com/inspect/ca

|| AIA survey Shop Size and Why It Matters

The average size of a shop in the survey was five bays with four hoists. In the automotive and service business, size does matter. If the consumer is to be served in a professional manner, more time is going to be spent per transaction which means the vehicle will be on the hoist for a longer period of time. We have found that a shop today should be a minimum of six bays, but preferably eight with utopia being 10 bays.

This size allows for a number of things to develop within the business: • A greater depth of technician expertise can be in place in order to service a wider variety of vehicles, therefore doing more business with the local community; for example hybrids and electrical diagnostic expertise.

• The space for a proper depth of mechanical and technical equipment to service all makes and models.

Enter the SSGM

• Higher technician productivity levels can be achieved with two hoists for each technician on staff. Space is required to achieve that productivity level.

• A proper and clean designated diagnostic area within the shop. Consider that a designated diagnostic area can be set up for reflashing vehicles, thus allowing for a broader range and depth of high speed computer equipment.

• A larger staff contingent, which in turn provides management with the option to train, facilitating the delegation of duties and business responsibilities so they are not “chained” to the business.

The Bottom Line on Dollars and Cents

The survey results show the average shop door rate is $82.00 per hour with a diagnostic rate of $94.43.

The average technician earned $25.54 per hour. This fact and all

l i O c i t e h t n y S

CONTEST Test your knowledge of synthetic lubricants for a chance to win a Castrol Prize pack from Wakefield Canada.

business issues mentioned above came together to provide the average shop last year with a net income before tax of only $25,532. The average shop owner bought himself a job. A shop of five bays cannot move forward with a net income at that level.

The minimum basic door rate, based on what the average technician is being paid should be $107.26 with a diagnostic rate of $136.63.

The calculations to achieve these door rates take into consideration the legislated employer obligations such as CPP, EI and VP along with other average employee benefits that are typical cost for an employer today.

A small change can have a significant impact. Consider that if a shop owner implements the right business processes along with the right measurements and improves his average billings by only one half hour per invoice, based on last years invoice numbers and last years actual door rate, the shop (Continued on page 20)

Presented by More than ever, consumers are looking to keep their automotive investment running longer and more reliably. Do you know the facts to help them decide?

The use of synthetic lubricants can have a significant impact on the life of a vehicle.

True or False

Once a car switches to synthetic oil, it has to continue using it.

Most cars can use synthetic motor oils, whether new or old.

Synthetic oils resist oxidation better than conventional oils.

Synthetic oils are only designed for high performance engines.

Synthetic oils are only of benefit in hot conditions and climates.

Enter today for your chance to win a Castrol prize pack from Wakefield Canada.

RETURN THIS FORM TO US AT 416-510-5140 Name:_________________________________Business:______________________________________ Address:_____________________________________________________________________________ Phone:_________________________________Email:_________________________________________ 18 SSGM September 2009

www.ssgm.com

JIM’S RANT ||

Tips You’ll Never Use D

oing this month’s CAT feature Last Dance (see page 22), it occurred to me that, like everyone who started spinning wrenches in the 1970s or earlier, I now have a wealth of useful knowledge....that’s essentially useless. Useless in the context of modern computer controlled port fuel injection, that is. In the spirit of this month’s CAT, here are a few tips that will likely never again appear on the pages of an automotive trade magazine.

After the flood

Carb flooding the engine? If it’s serious, you’ll likely go straight to the needle valve. That’s good, but what about the float? If they leak or saturate, there’s no way the needle valve will close properly and you could chase mixture settings forever to try to get it right. If you lean the mixture down at idle to compensate, it’ll go really lean at mid to WOT, possibly with disastrous results on a performance engine. If the engine requires an unusually lean almost-to-the-stop idle mixture setting, something’s wrong. Open her up.

Float Fun

By Jim Anderton, Technical Editor

No one should ever have to learn what happens when you lose that tiny check ball out of a Quadrajet.

Brass floats can be soldered (get all the gas out first) and foam plastic ones can sometimes be coated with resin, epoxy or Seal-All. The additional weight may require resetting the float level. Check if the float uses a tang to positively lift the needle off the seat as the float falls...it’s sometimes possible to miss the lip and jam the needle valve down hard into the seat. If the carb top doesn’t go on easily, there’s something wrong...take it apart and check! If the float bowl has what looks like a useless piece of plastic in there, don’t leave it out. It’s a “carb stuffer” and it’s there to keep the fuel from sloshing over in a hard cornering/acceleration situation and dumping fuel into the metering tubes or pullover circuit. The engine will run fine, then the customer will come back complaining of a strange stumble during a turn or when braking hard.

To Holley or not to Holley?

Holley carbs don’t make more power. Period. Any properly sized and set up carb for an engine will work as well as any other. Wanna run eight Webers on a small-block Chevy? It’ll work. Holleys are popular because they’re simple, easy to tune (many let you set the float level externally, sometimes with the engine running) and have a huge number of aftermarket and OEM parts options. You can go fast with a Quadrajet or Thermo-Quad, but there are fewer tuning options and a smaller knowledge base. If you have the knowledge, however, they’re just as good, CFM for CFM.

Bigger is Better

Just like you wouldn’t put high-flow injectors on a stock engine, it’s dumb to put a big carb on a stock engine...only worse. In the port fuel injection example, the ECU may be able to shorten the pulse width to compensate for the extra fuel mass, but the bigger bores of a highCFM carb mean a weaker vacuum signal for the critical transfer/part throttle crossover circuits to work with, plus poorer low speed atomization. Spread-bore and two-stage progressive secondary four-barrel carbs help, but too big is too big. The real solution if you’re switching from a two barrel would be a vacuum-operated secondary four-barrel with primaries a little smaller than the two-barrel’s and secondaries the same or a little larger. Every teenager wants to start with big carbs, but wait until the rest of the engine is ready, especially cams.

If you’re of a certain age, you know what I’m talking about here....if you don’t, you don’t have grey hair. That’s good. No one should ever have to learn what happens when you lose that tiny check ball out of a Quadrajet.

Do you agree? Disagree? Let us know! letterstotheeditor@ssgm.com September 2009 SSGM 19

|| AIA survey

AIA survey ||

Key facts revealed by the Shop Survey • The average shop size that participated in the survey was five bays with four hoists.

• 51 per cent of the participants belong to a “Banner Group” • 68 per cent of the shop respondents are open five days a week • They have the equivalent to 3.5 Licensed Technicians on staff with 1.5 Service Advisors • The average technician was paid $25.54 per hour • The average maintenance door rate was $82 • The average diagnostic door rate was $94.43 • The average monthly labour sales were $26,734.91 • The average monthly total parts sales were $27,797.82 of which 75.8 per cent were aftermarket parts sales • Total shop gross profit came in at 53.09 per cent • And 19 per cent of shops use five or more jobbers to purchase parts from; four per cent use five, 11 per cent use four, 31 per cent use three and 27 per cent use two, but only seven per cent of the shops survey participants use only one supplier as absolute.

Brake and Exhaust Systems to Engine Management and Chassis…

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From

All your Foreign Nameplate Parts (FNP) available in ONE location!  GENUINE Foreign Nameplate Parts

For more information, contact your Uni-Select Member

20 SSGM September 2009

(Continued from page 18) would have realized a minimum of an additional $118,859. That is a number worth considering and provides an excellent starting point from which a business can grow and prosper. Even achieving half of that additional billed time, one quarter hour per transaction, can have a significant impact on the shop’s bottom line. What a fantastic and achievable opportunity.

Looking Ahead

One final point to recognize is that 80 per cent of the survey participants don’t have a formal succession plan yet 45 per cent are between the age of 46 and 55 years of age. Twenty-nine per cent don’t know what they will do yet and 39 per cent plan to sell to a family member.

Respectfully, with these business results, what do they have to sell and how are they going to get paid? Going back to an earlier point, being profitable enough to release the owner from the daily business allows time not just for vacations but also business planning, focusing on the future and making sure everything is in place to reach personal and business goals. Investing the time to focus on the business pays off. Working day-to-day rarely does.

As the industry studies the results of this survey, I would hope that everyone can see the huge opportunity in front of us.

It means that as a sector of the automotive industry, we must work together to ensure that the front line troops, the Automotive Service Providers (ASPs), are carefully studied and professionally supported. No shop owner can operate as an island in today’s challenging economic climate and the industry has the opportunity to come forward and SSGM get involved.

Robert Wm. Greenwood AAM, is president and CEO of Automotive Aftermarket E-Learning Centre Ltd. and a business consultant in the automotive aftermarket.

Note: AIA members can obtain a free copy of the survey by calling the AIA offices at 1-800-8082920. Non-members can purchase a copy for $74.99 online at the AIA e-Store (www.aiacanda.com).

www.ssgm.com

What’s the Right Solution for Headlight Aiming?

YOU BE THE JUDGE! Know the facts before purchasing a DOT mandated headlight aiming solution It’s a roll of the dice if the equipment is not approved for inspection programs A smart purchase is one that provides the optimal value

PANTHER OPT 5405

in ader e L e Th ales S t e k Mar

In stock for same day shipment!

Design/Feature

OTHER Aimers

Polished Optical Grade Glass Lens

NO

No Deterioration or Discolouration of Optical Lens

SOME

Gradient Variance Lines

SOME

Xenon Headlamp Aiming

SOME

M.O.T. Approved for Inspection Programs?

SOME

Alignment Screen Not Susceptible to Sunlight Burn Holes

SOME

Bonus Dust Cover Included ($40 Value)

NO

Optional LASER Visor Alignment

NO

Priced right with the features and values that you need

NO

When reliability and value are priorities, depend on Canbuilt for your headlight aiming requirements!

For more information regarding Canbuilt’s portfolio of heavy-duty professional equipment and accessories, visit www.canbuilt.com Ph: 888-607-2926 or 416-749-6555 • Fax: 416-749-7597 • E-mail: sales@canbuilt.com

CANADIAN

AUTOMOTIVE Last Dance

Technician

While EFI rules the roost, there are still opportunities for low pressure in-line fuel pumps...especially for obsolete applications

By Jim Anderton, Technical Editor Back in the days B.E. (Before Electronics) fuel delivery in automotive applications was a simple affair: move fuel from the tank and get it to the top of the engine. Pumps were mechanical and engine-driven with a cam or push rod, or they were electric and almost always external to the fuel tank. The key difference to modern EFI was the operating pressure. Pressures over 10-15 psi in the carburetor were rare, and often a sign of trouble. Actual fuel metering was performed by gravity feed of fuel through a float controlled needle valve, reducing the pump to a float-bowl filling device. This made them simple and as a result pump diagnosis was usually reduced to check then replace.

Today, in-line electric pumps are seen in diesel applications, fuel transfer between dual tanks and, where most techs see them today, older vehicles. Common older cars still in the Canadian fleet are European models like Mercedes, Jaguar and Volvo, plus some Volkswagen and the many models of small British sports car, like the MGB. In

Here’s the culprit. Externally mounted ahead of the fuel tank and dead.

Most in-line pumps are easy to replace and this one is no different… except for the clearance issues with brake hydraulics and the driveshaft in this cramped chassis. Note how the pump is mounted horizontally for added space at the inlet and outlet lines.

22 SSGM September 2009

each case, OE pumps are rare, expensive and not necessarily a good choice as a replacement.

SSGM tested a U.S.-made in-line replacement pump, Federal-Mogul’s Carter P74019. The test victim was a late model (1982) Triumph convertible, sporting an SU electric pump. SU pumps were common on English (and some Volvo) models for half a century before fuel injection and operated on a solenoid principle. A coil is progressively energized and de-energized through contact points like the points inside older distributors; a flexing diaphragm moves the fuel past check valves. Problem areas include leaky or split diaphragms and, in SUs, dirty or sticking points. Bad points give either a no-start, hard start or intermittent operation, which often clears temporarily by rapping the pump body.

Replacement points and complete pumps are available, but are expensive and don’t completely solve the wear/sticking problem without going to electronic transistorized switching units. Can the American unit swap in without issues?

The Carter P74019 is slightly smaller and lighter than the SU pump.

(Continued on page 24) www.ssgm.com

|| Diagnostic CAT (Continued from page 22)

The Carter P74019 ships as a complete kit with clamps, hoses, a rubber-coated mounting bracket and splices. A small part that really saves time is the self-tapping mounting bolt that accepts a backup nut.

Tempted to repair the old one? This pump is actually an electronic SU clone. Several internal components were burned out; if you could find a schematic, it would still be cost-prohibitive.

Why did the old one fail? Here’s the voltage available at the pump, open circuit. To keep the new one alive, there has to be a better supply of current. A bad ground was the issue here.

The small size and single point mounting of the Carter pump allows it to use one of the existing bracket holes in this application. Prethreading the hole with the self-tapping bolt makes installation easier. Note the nut driver used to plug the open inlet hose.

The outlet hose was dry.

The pump tucks up and out of the way neatly behind the brake hydraulics. The ability of the selftapping bolt to take the supplied back-up nut adds security; the bolt and nut take 1/2-inch tools, but if you use a six-point 13mm, I won’t tell.

The harness issue was caused by an intermittent ground and by bad spade connectors at the pump. Rather than using the butt splices supplied with the pump, I cut back the OE wiring and added a 14-gauge extension with some high-heat Teflon sleeving for protection.

The surgical tool (a hemostat) holds the long sleeving back during soldering. This technique lets you use a sleeve that runs the entire length of the wire from connector to connector. Crimping the solder joint allows the sleeve to pass easily. One stray strand and it will hang up or puncture.

So how did it work? Perfectly, with one of the fastest install times of any pump I’ve seen. The small size, supplied clamp and self-tapping mounting bolt made the pump installation a 20-minute proposition; repairing the harness took another 30.

Better yet, the Carter unit ticks very much like the SU pump it replaces, giving an authentic feel and a positive sound from the driver’s seat that lets the customer know it’s working. Inside the car, it feels just like the original SU, except as a sealed unit, it’s more reliable and less expensive. With an easy one-hour under-car time and plenty of pressure and volume, the Carter P74019 has a boring name, but excellent performance as a replacement for older or obsolete pumps.

Here’s what the engine sees: just under 6 psi, KOEO. Running pressure is a little higher, perfect for this carburetor application without requiring a float level reset. The pump draws less than 5 amps of current.

24 SSGM September 2009

Add your knowledge, expertise and experience. letterstotheeditor@ssgm.com www.ssgm.com

SSGM BAYWATCH

Puzzles ||

New Products

BendPak, Ranger Products rolls out wheel balancer Ranger Products introduced a dynamic wheel balancer: The Ranger DST-1200. The Ranger DST-1200 Wheel Balancer adopts the latest 16-digit signal processor and singlechip architecture, providing an inherent boost in performance and accuracy. The DST-1200 consumes less power and features a better rate of heat dissipation than ever before. Users will also discover the convenience of multiple methods for inputting wheel parameters. Now the button controls and a simple wheel rotation provide the same result. The calibration process is easier. Both static and dynamic calibrations can be made automatically through a photocell sensor, allowing original data to be accessed after each use. Unique wheel parameter data can be saved in the system and the user can perform incremental distance and parameter diameter adjustments. As an added benefit for motorcycle and ATV owners, The Ranger DST-1200 features automatic conversion wheel parameters designed for their specific needs.

BendPak www.bendpak.com

Matco Tools introduces air saw kit

Matco Tools has introduced the Heavy Duty Air Saw Kit, the MT2215K. The MT2215K features the following: MT2215 Air Saw; SI14A Air Swivel; and three saw blades (18-, 24-, 32-tpi).

Matco Tools www.matcotools.com

Advertisersâ&#x20AC;&#x2122; Index Advertiser

Page #

website

AIA Canada. . . . . . . . . . . . . . . . . 9. . . . . . . . . . . www.aiacanada.com CARS. . . . . . . . . . . . . . . . . . . . . 29. . . . . . . . . . www.CARSevent.com Goodyear Canada. . . . . . . . . . . . . 5. . . . . . . . . . . . . www.goodyear.ca Imperial Oil. . . . . . . . . . . . . . 26, 27. . . . . . . . . . . . www.imperialoil.ca Mitchell 1. . . . . . . . . . . . . . . . . . 13. . . . www.mitchell1.com/manager Monroe. . . . . . . . . . . . . . . . . . . . . 7. . . . . . . . . . . . . www.monroe.com NAPA. . . . . . . . . . . . . . . . . . 23, 31. . . . . . . . . . www.NAPAonline.com Noco Lubricants Canada . . . . . . 15. . . . . . . . . www.noco.com/canada

Advertiser

Page #

website

Robert Bosch . . . . . . . . . . . . . . . 2. . . . . . www.boschdiagnostic.com Ross-Tech, LLC. . . . . . . . . . . . . 32. . . . . . . . . www.VCDS-ProKit.com Rotary Lift. . . . . . . . . . . . . . 16, 17. . . . www.rotarylift.com/inspect/ca Sayco. . . . . . . . . . . . . . . . . . . . . 21. . . . . . . . . . . . . . www.canbuilt.ca Uni-Select . . . . . . . . . . . . . . . . . 20. . . . . . . www.unislectcanada.com Wakefield. . . . . . . . . . . . . . . . . . 18. . . . . . . . . . . . . www.wakefield.ca WORLDPAC . . . . . . . . . . . . . . 3, 28. . . . . . . . . . . . www.worldpac.com

Solutions to Augustâ&#x20AC;&#x2122;s puzzles

www.ssgm.com

September 2009 SSGM 25

A.PVL.SUPER.248.4C.01.qxd

4/13/09

11:31 AM

SSGM BAYWATCH

Page 1

New Products

Mobil Super 1000

Engineered in Canada for the latest engine technology, Mobil Super 1000 exceeds OEM (Original Equipment Manufacturer) warranty for every major gasoline car and light-duty truck manufacturer including turbo-charged engines.

Mobil Super 2000 Engineered for high mileage vehicles and longer oil drain intervals.

Engineered in Canada, Mobil Super 2000 is recommended for high mileage vehicles with over 120,000 km and provides guaranteed oil drain protection for 10,000 km or 6 months, which ever comes first.* www.MobilOil.ca

*Excludes severe service applications involving: racing and commercial use; frequent towing or hauling; extremely dusty or dirty conditions; or excessive idling. While under warranty change oil at the manufacturer’s recommendation.

Mobil, Mobil Super, Mobil 1 and the Pegasus design are trademarks of Exxon Mobil Corporation or one of its subsidiaries.

Imperial Oil licensee.

26 SSGM September 2009

A.PVL.SUPER.248.4C 2.312" x 9.75"

Prints: 4 Color Process

Engineered to exceed OEM warranty requirements.

docket # SIMP_9027.01 1/3 - Page Super Products - Carguide This advertisement prepared by: McGILL PRODUCTIONS • April 13, 2009

Introducing a New Line of Premium Engine Oils

Cardone offers window motors, regulators Cardone is now offering a new line of window lift motors and regulators with precise lubrication and quiet operation. The window operators and regulators are made with reinforced composite gears which resist stripping and have a longer life.

Cardone www.cardone.com

Hella expands headlamp coverage Hella, Inc. has expanded its OE Lighting Spare Parts Program with the addition of over 50 replacement headlamp parts.

The new parts cover late-model Audi, BMW, Mercedes-Benz, Volvo and Volkswagen models. # three guarantees PROOF Hella offers with its new replacement Client lighting products: best ______________ functionality, optimum fit, and lasting customer satisfaction.

Creative Director All of the replacement parts are ______________ made to the same specifications and quality standards as the parts Hella makes for its OE customers.

Art Director Hella, Inc. ______________ www.hellausa.com

1

Copywriter

Rislone Liquid Aluminum meets stop leak standards Rislone has introduced a stop leak for the entire cooling system: Liquid Account Director Cooling System/Radiator Stop Leak. The Rislone Liquid Aluminum Aluminum has been specifically formulated to permanently seal the coolant ______________ leaks that cause most vehicle overheating problems. It features a Account Manager proprietary wetting agent Xtreme Cool which is made to reduce the surface tension of coolant — which increases its wetting ______________ ability — as well as improves heat transfer and reduces coolant temperature. As a result, Xtreme Cool helps prevent future leaks Production Manager and overheating. Rislone Liquid Aluminum is effective in cars, ______________ trucks, vans, SUVs, buses and RVs. It is compatible with all McGill types of antifreeze, including conventional green or blue (silicatebased) and extended-life red/orange or yellow (OAT/HOAT) ______________ variants. It is added directly to the vehicle’s cooling system.

Proof Buddy No flushing is required. Most leaks are sealed instantly. Rislone Liquid Aluminum (p/n 31186) is available to distribution in case packs of six 479 _____________ gram bottles.

Rislone www.rislone.ocm

______________

DB

www.ssgm.com

Put some NASCAR in your car.

©2009 Exxon Mobil Corporation. Mobil, Mobil 1 and the 1 icon are trademarks of Exxon Mobil Corporation or one of its subsidiaries. Imperial Oil, licensee. NASCAR is a registered trademark of National Association for Stock Car Auto Racing, Inc.

63 kilometres of commuting daily. That’s hundreds of kilometres a week, in all kinds of weather and often in stop-and-go traffic. It’s not a NASCAR race, but you still drive your engine hard. That’s why you need Mobil 1 technology. From the road to the racetrack, it’s proven to withstand some of the most extreme conditions. In fact, over half of all NASCAR teams choose Mobil 1 technology. So put some NASCAR in your car. Learn more at mobil1.com.

A d v e r t o r i a l

WORLDPAC: Your Complete Import Parts Distributor

An Asian Product Offering to Rival Their European Coverage

WORLDPAC is an industry leading importer and distributor of original equipment quality replacement automotive parts. Headquartered in Newark, CA. USA, they distribute a wide range of OEM and aftermarket replacement parts directly to the import repair specialist. With over 80+ distribution locations across North America, as well as a knowledgeable sales staff to serve their clients, WORLDPAC is a premier supplier of import OEM and aftermarket products.

WORLDPAC is more commonly known for their European product coverage but you may be surprised to learn that in terms of product numbers, WORLDPAC’s parts offering specifically for Asian vehicles is quickly approaching half of their total inventory volume, thus creating a comprehensive balance of European and Asian products. In

fact, WORLDPAC stocks one of the most complete OEM and OES Asian product inventories covering Japanese and Korean carlines from the early 1970’s to very late 20092010 vehicle models.

WORLDPAC continues to work diligently to expand their Asian product offering and has recently added ENEOS Synthetic Motor Oil to their growing lubricants category.

ENEOS brand Motor Oil is a division of NIPPON OIL CORPORATION, the #1 selling lubricants brand in Japan. ENEOS products include quality, industry certified, fully synthetic motor oil with advanced additive components for higher performance and longer life.

ENEOS is an OEM and OES supplier to Honda, Hyundai, Mitsubishi, Nissan and Toyota. ENEOS Fully Synthetic Motor Oils are now available to the aftermarket and distrib-

uted through WORLDPAC. WORLDPAC imports and distributes more than 100,000 (OE) quality replacement automotive part numbers. Their exclusive online catalog and fulfillment ordering software, speedDIAL, contains more than 1,000,000 import and domestic multiple brand applications for virtually every automotive make and model.

This extensive coverage supports WORLDPAC’s claim; when new models hit the road, replacement parts are in their system ready to be sourced.

WORLDPAC also offers customer solutions such as their highly praised technical & business training as well as targeted customer marketing solutions. To become a WORLDPAC customer visit

www.worldpac.ca or call (800) 463- 8749

NEW STRATEGIES. CARS – SMART. COMPELLING. RELEVANT. ESSENTIAL.

Changing times, reinvented business models, tough economic conditions, technology advancements and displaced customers have brought about a new reality that demands you make even smarter and more strategic decisions than ever. These decisions will undoubtedly impact your future and continued success in today’s automotive service and repair industry.

STILL GEARED AS YOUR #1 RESOURCE FOR GETTING THE ANSWERS AND SOLUTIONS 30+ relevant educational sessions led by experts in their field Expanded schedule featuring additional classes on all four days More 3-hour class times for the technical topics requiring more detailed instruction Engaging key events that motivate, challenge and entertain Valuable networking time with industry leaders and colleagues Exhibits featuring top manufacturers and suppliers of the latest equipment, products, services and technology Free on-floor education, roundtables, product demos and exhibitor-led theaters Co-located with NACE - The World’s Collision Repair Event - giving you an all-access pass to more exhibits and industry training Co-located with Auto Glass Week - featuring exhibits, education and on-floor competitions

CONFERENCE: November 4-7, 2009 EXPOSITION: November 5-7, 2009 Mandalay Bay Convention Center Las Vegas, Nevada USA www.CARSevent.com 866.704.8069

CARS is held during

Visit www.CARSevent.com for all the details and program information.

Register online today, saving time and money!

and co-located with

Feature Story

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

To find out how your organization can be included in this directory and on the web, contact Brayden J C Ford 416-510-5206

AUTOMOTIVE PARTS & ACCESSORIES Goodyear Engineered Products www.goodyearep.com/aftermarket www.goodyearbeltsandhose.com The officially licensed belt of NASCAR. Gatorback, the quiet belt. You can never replace Goodyear quality.

NGK Spark Plugs Canada Limited www.ngksparkplugs.ca The World Leader in Spark Plugs, Oxygen Sensors and Ignition Wire Sets.

Used by 87% of the World’s OE Manufacturers S.B International Inc. www.sbintl.com “We keep engines humming” ZEX AC Compressors Division of Mister Starter

www.misterstarter.com Remanufactured/New A/C compressors and Turbochargers/Superchargers for complete line of cars and trucks, DOMESTIC & IMPORTS. Custom Rebuilds also available for your needs.

COLLISION REPAIR Masters School of Autobody Management www.masters-school.com Masters offers a number of education programs and implementation follow-up programs designed to take bodyshops to the next level of success.

SUDOKU

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.

LUBRICANTS & ADDITIVES Empack/emzone Automotive Care & Maintenance www.emzone.ca The high performance emzone product line is specially formulated for your detailing and maintenance needs. For maintenance: Lubricants, Brake Cleaners, Degreasers, and Coatings. For detailing: Glass Cleaners, Carpet Foams, Tire Shines and Auto Fresh.

REFRIGERANT Duracool Refrigerants Inc. www.duracool.com Nationally Distributed by: Deepfreeze Refrigerants Inc. The Leaders in Hydrocarbon Refrigerant Technology Guaranteed In writing not to harm any Mobile A/C System You can feel the Difference that Quality Makes “Our Formula Never Changes”.

by Myles Mellor

Each Sudoku puzzle consists of a 9×9 grid that has been subdivided into nine smaller grids of 3×3 squares. To solve the puzzle each row, column and box must contain each of the numbers 1 to 9.

Puzzles come in three grades: easy, medium and difficult.

Empack / emzone Refrigerants www.emzone.ca Eco-friendly, non-ozone depleting and system safe. The emzone quality A/C Refrigerant product line includes stop leak, system conditioner, oil charge, UV dye leak detection, and dryer offering colder vent temperatures, improved system efficiency, lower head pressure and greater gas mileage. Ideal for cars, trucks, SUVs and tractors.

TOOLS & EQUIPMENT AIR LIQUIDE CANADA INC. www.airliquide.ca Your one-stop shop for all your industrial gases and welding supplies.

Rotary Lift www.rotarylift.com World Leader in Lift Productivity

WAREHOUSE DISTRIBUTORS & BUYING GROUPS Bestbuy Distributors Limited

www.bestbuyautoparts.ca Independent buying group and warehouse distributor that allocates its profits to member shareholders and provides unbeatable value for independent jobbers.

The E.R.I. Group www.theerigroup.com Canada’s Premier Machine Shop Buying Group

Kerr Machine Shop Group Inc.

www.kerrmachineshopgroup.com Buying group for machine shops and performance shops.

Level: Easy 30 SSGM September 2009

www.ssgm.com