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SSGM Service Station and Garage Management






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SSGM what’s inside August 2013

Vol. 42 No. 6

Service Station and Garage Management

EDITOR Tom Venetis  (416) 510-6790 TECHNICAL EDITOR Jim Anderton

CONTRIBUTING WRITERS Nestor Gula, Andrew Brooks PUBLISHER Marc Gadbois  (416) 510-6776 SALES MANAGER Jay Armstrong  (416) 510-6745 ACCOUNT MANAGER Jim Petsis  (416) 510-6842 CIRCULATION MANAGER Selina Rahaman  (416) 442-5600 ext 3528 SUBSCRIPTION ENQUIRIES Roshni Thava  (416) 442-5600 ext 3555 ART DIRECTOR Ron Taylor

See Page 14

PRODUCTION MANAGER Steve Hofmann  (416) 510-6757

See Page 22


Oil Re-Refining Re-refining quality base oils from used motor oil . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Shop Software


Getting techs the info they need anytime, anywhere. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 18

Tire Test


SSGM’s Jim Anderton puts Goodyear’s new Eagle to the test . . . . . . . . . . . . . . . . . . . . . . 22

Advertorial John’s Auto Supply Celebrates 50 Years. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 24

TACT Team Management How to compete in today’s aftermarket service market . . . . . . . . . . . . . . . . . . . . . . . . . . . . 28

GAAS Gazing into the crystal ball of the aftermarket’s future. . . . . . . . . . . . . . . . . . . . . . . . . . . . . 30

Departments Editorial. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 News. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Jim’s Rant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26 Baywatch. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 27 Technical Tip. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 33 Advertiser Index. . . . . . . . . . . . . . . . . . . . . . . . . . . 38 Internet Directory. . . . . . . . . . . . . . . . . . . . . . . . . . 38

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

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

In association with CANADIAN


HEAD OFFICE Business Information Group 80 Valleybrook Drive Toronto, ON M3B 2S9 Contact us via one of the following methods: Telephone: 416-442-5600 Facsimile: 416-510-5169 Website: Service Station and Garage Management is published by BIG Magazines LP, a div. of Glacier BIG Holdings Company Ltd., a leading Cana­dian information company with interests in daily and community news­papers and business-to-business information services. Subscription rates: Canada $51.95 + HST + applicable taxes per year; $82.95 + HST + applicable taxes for 2 years; single copy price $7.00 + $0.42 HST + applicable taxes. USA $91.95US per year; single copy price $10.00US. All other foreign in US $93.95 per year. All rights reserved. Printed in Canada. US office of publication: 2424 Niagara Falls Blvd, Niagara Falls, NY 14304-5709. Periodicals Postage Paid at Niagara Falls, NY. USPS #009-192. US postmaster: Send address changes to Service Station and Garage Management, PO Box 1118, Niagara Falls, NY 14304. Return undeliverable Canadian addresses to: Circulation Dept., Service Station and Garage Management, 80 Valleybrook Drive, Toronto, ON M3B 2S9. Postmaster: please forward forms 29B and 67B to 80 Valleybrook Drive, Toronto, ON M3B 2S9. Printed in Canada. All rights reserved. The contents of this publication may not be re­produced either in part or in full without the consent of the copyright owner. From time to time we make our subscription list available to select companies and organizations whose product or service may interest you. If you do not wish your contact information to be made available, please contact us. Member of the Audit Bureau of Circulations Publications Mail Agreement #40069240 Print edition ISSN 0381-548X On-line edition ISSN 1923-3396 Member of


Association of Business Publishers 205 East 42nd Street New York, NY 10017

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|| Tom’s Editorial

Keeping The Car Longer I By Tom Venetis, Editor

No matter how many times I tell them my decade-plus vehicle works just fine because we do all recommended maintenance work and fix problems right away using quality parts, many are convinced the vehicle is a money pit.

t’s official. We are keeping our vehicles longer. Studies by the AIA Canada and U.S.-based research firm Polk all show that North Americans are holding onto their vehicles longer. According to Polk, the average age of an American vehicle on the road today is 11.4 years, even with annual vehicle sales in the United States running at a rate of 15.5 million, which is near what it was before the recession hit. Polk even predicts that in the next five years, the average age of vehicles on the road will be 12 years or more. The trends are similar in Canada. In this issue of SSGM Magazine, Murray Voth (pg. 28) tackles how shops can better grab business from this growing segment of vehicle owners. The challenge, as Voth sees it, is that the mantra of competing on price, service and convenience, will only go so far, especially in a market where new vehicle leasing options are making it more attractive for people to exchange an older vehicle for a new one. The conversation has to move away from vehicle maintenance costs to vehicle ownership costs over the long term, comparing the savings of regular maintenance against the cost of leasing payments and vehicle depreciation. It is a more complex formula to explain, but one has to do it when you get a vehicle owner coming in and balking at the cost of replacing brakes and ball joints, and eyeing the low rates for leasing a new vehicle. I know it is a hard sell. I see it amongst people I know who are absolutely convinced that leasing is the best option. You’ve probably heard all the arguments: it’s cheaper than owning a new vehicle, you avoid the cost of big repairs, and the clincher, you get a new vehicle for the same leasing cost every few years. For many the cost of leasing is sold to them as a way of avoiding having to go into a service shop, except for such maintenance work as an oil change. Anything more and it is time to send the car out to pasture. I have people who ask me all the time when my family will ditch our 12-year-old family car. No matter how many times I tell them my decade-plus vehicle works just fine because we do all the recommended maintenance work and fix problems right away before they become serious using quality parts, many are convinced the vehicle is a money pit, just minutes away from complete and utter failure. How wrong they are. I just can’t seem to convince them that the total maintenance cost of this vehicle, over its history, is significantly less than any leasing option available today. In fact, the most expensive maintenance work I have ever had amounted to about two months or less of a typical leasing payment. My family and I plan to keep this vehicle for a very long time still.

What do you think? Have your say and speak your mind! 6 SSGM August 2013

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THE MOST IMPORTANT PART OF SERVICE? THE PARTS. Start the job right with genuine Ford Motorcraft® parts, the only parts manufactured specifically for Ford and Lincoln vehicles. Take our shocks and struts. Each kit includes all the necessary hardware to restore the ride that was designed into the vehicle, so your car performs just as it should. Plus, replacement shocks and struts may be covered by the Ford Protection Plan▲. For the best quality and more satisfied customers, choose Ford Motorcraft® parts from your local Ford Store.

Ford Protection Plan is only available for non-commercial cars and light trucks. If an eligible Ford, Motorcraft® or Ford-approved part fails due to a defect in material or workmanship, wear out or rust through, it will be replaced at no charge as long as the original purchaser of the part owns the vehicle on which the part was installed. See your local Ford Store for complete coverage details and limitations. Motorcraft® is a registered trademark of Ford Motor Company. ©2013 Ford Motor Company of Canada, Limited. All rights reserved.

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|| News Briefs Wendel Clark’s First Meineke Car Care Centre Opens Meineke Canada’s newest Car Care Centre opened with former Maple Leafs captain Wendel Clark front and centre. Clark, with partners Andrew Jackson and Cam Campli, plan to open two additional Meineke franchise locations over the next two years. Promotions expert Jackson specializes in celebrity placement and event planning through Jackson Events. Campli and wife Rita have been successful Meineke franchise owners for over six years. Together, the trio bring business savvy and celebrity muscle to North America’s 900-locationsstrong Meineke Car Care Centres team. Clark will take a hands-on role to help grow Meineke Canada retail sales and franchises, starting with this first Meineke Car Care Centre at 5767 Hwy. 7 in Vaughan, ON. Said Meineke Canada vice-president and GM Duane Arbeau, “Few athletes have made as big an impression on Canadian sports fans as Wendel Clark, whose scoring prowess and strong physicality were major contributors during some of the Leafs’ most exciting seasons. As a King City resident, Vaughan’s a natural fit for Clark’s first Meineke franchise.” Meineke Car Care Centres have been providing automotive services since 1972 and in Canada since 1981. Added Arbeau, “With high brand

Meineke Canada vice-president and general manager Duane Arbeau (left) welcomed the newest Canadian franchisees to the Meineke team at the opening of the first of three planned Wendel Clark Meineke Car Care Centres headed by the former Toronto Maple Leafs captain. Shown at 5767 Hwy. 7 in Vaughan, ON (l-r) Arbeau, franchisees Cam Campli, Clark and Andrew Jackson, president of Jackson Events..

recognition and a wide range of diversified offerings, Meineke Canada is perfectly positioned for growth during a time when vehicle owners are once again hanging onto their vehicles longer, opting to invest in maintenance and repairs. Meineke has an aggressive growth strategy and intends to open 75 new locations within the next five years.”

Auto-Camping Ltd. Opens New Warehouse in Laval The European import parts specialist Auto-Camping Ltd. opened a new warehouse in Laval in order to service customers in the greater Montreal area (GMA). This is Auto-Camping’s third warehouse in the GMA.

The location on 1220 Saint-Nicolas in Laval offers multiple local deliveries per day. The order desk can be reached at 1-800-659-4184 or 1-888-588-0655.

Tire Discounter Group Acquires YKW Canada

Tire Discounter Group Inc. has announced the acquisition of Markham, ON-based YKW Motorsports Canada. YKW Motorsports Canada is a factory direct importer/distributor of quality TUV European certified alloy wheels. The acquisition of YKW Canada provides Tire Discounter Group exclusivity on three premium alloy wheel lines, including the renowned Euro-Klasse wheel line. In making the announcement Richard Bender, vice-president business operations for Tire Discounter Group commented, “We are very excited about the acquisition of YKW Canada. It provides us with direct access to factory production in Malaysia and Thailand, which in turn will allow our dealers a stronger product offering to their customers. We view the tire and alloy wheel relationship very much as a ‘peanut butter and jam scenario,’ especially given the continued demand for winter tire and wheel packages as well as a continuing passion by customers to individualize their vehicles.” “We are pleased to have retained a number of key YKW employees and look forward to integrating YKW employees and products, into our Tire Discounter Group business model,” said Bender. During the transition, YKW will operate out of Tire Discounter’s recently opened GTA Distribution Centre in Markham. YKW wheel products will be available from all TDG warehouses in Ontario. Tire Discounter Group operates distribution warehouses in Orangeville, Barrie, Hamilton and Markham, in addition to private TDG branded distributors in North Bay and Sudbury.

Liqui Moly Doubles Turnover in Canada

Liqui Moly is experiencing tremendous growth in Canada. During the first half of 2013, the German motor oil and additive specialist has more than doubled its turnover figures in comparison to the same period the previous year. To further improve service, aftermarket expert Lenny Levac has been hired. 8 SSGM August 2013

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ALL PULLEYS ARE NOT CREATED EQUAL TAKE A CLOSER LOOK AT GATORBACK® OADS. OADs transfer torque from the engine to the alternator via the belt, provide overrunning function during engine deceleration and absorb engine vibrations. OADs are OEM “fit and function,” with a one-way clutch plus a patented, tuned torsion spring. OADs wear out as they absorb vibrations from the engine and accessories. Always replace an overrunning alternator decoupler pulley with the correct part – never with a one-way clutch pulley or low-cost replacement alternator with incorrect pulley technology. An incorrect pulley will increase belt and tension wear, noise and vibration – so using the wrong part may negatively impact the vehicle’s operation. Using the correct OAD will lower belt tension fluctuation, extend bearing life, add to tensioner durability and control belt noise and vibrations. Learn the difference – and never replace an OAD with a one-way clutch.

Replace with Gatorback® brand Overrunning Alternator Decouplers and you’ll always be sure the job is done right.

For more info call 1-888-275-4397 or visit

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 affi liates. The Gatorback trademark is licensed to Veyance Technologies, Inc. by The Goodyear Tire & Rubber Company. ©2013 Veyance Technologies, Inc. All Rights Reserved.

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|| News Briefs “Our success story is based on the fact that we not only offer top quality products — we also offer service to match,” emphasized Manfred Fischer, the man responsible for the Canadian market at Liqui Moly. The company profits from the trend that more vehicles are requiring highly specialized motor oils. “The times when a single [motor] oil was suitable for all cars are long gone,” continued Manfred Fischer. “Using the wrong oil is just asking for engine and transmission problems.” The online oil guide at shows which vehicle requires which oil. Liqui Moly has the right oil for practically all cars, with official approvals from the vehicle manufacturers themselves. Every litre is produced in Germany to guarantee the highest possible quality. Liqui Moly hired Lenny Levac from British Columbia as a new employee for Canada to help support workshops in the use and sale of the company’s products. “Lenny has many years of

experience in the automotive aftermarket,” stated Manfred Fischer. “We are pleased that he decided in favour of Liqui Moly. He will help us continue our course of expansion.” Canada is one of the strongest

growth markets for Liqui Moly. This is also attributable to the successful launch of 60 litre barrels, as well as the work of the sales partners Altrom Canada and WORLDPAC who are continuously expanding distribution of Liqui Moly. “In Germany we have already been chosen the most popular brand of oil, and we want to achieve this in Canada as well,” concluded Manfred Fischer.

Mitchell 1 Adds ProDemand Training Videos to Website

Mitchell 1 has added nine new ProDemand training videos to the product training centre website to help ensure customers are fully knowledgeable about the features and functionality of the product. The brief videos focus on how to use the ProDemand repair, diagnostic and maintenance information program and suggest ways to get the most out of the system so professional technicians can become more efficient at finding information quickly and effectively.

Pirelli is 2013 ‘Global Champion’ of the Volkswagen Group’s Suppliers Pirelli has won the 2013 Volkswagen Group Award, the coveted prize that the international carmaker awards to its best suppliers. The Italian firm has been named as ‘Global Champion’ by Volkswagen: a strong and committed reliable partner supporting the Volkswagen Group. The Volkswagen Group also under­lined Pirelli’s “firm commitment, competitiveness and ability to innovate, with the development of self-sealing technology underlining the company’s technical know-how and ability to rise to future challenges.” The prize was given to Pirelli at a recent ceremony in Dresden, Germany, by the chairman of the board of management of Volkswagen AG, Prof. Dr. Martin Winterkorn and Dr. Francisco Javier Garcia Sanz, board member of Volkswagen AG with responsibility for procurement. This latest recognition is the result of a multi-year partnership, in which Pirelli supplies six million Ultra High Performance (UHP) tires per year to the Volkswagen Group and works with it on bespoke solutions tailored to individual models, which also become a reference in the aftermarket. Pirelli has currently more than 200 homologations for the Volkswagen Group, in sizes that range from 15 to 21 inches. Another 250 homologations are currently under development, many of which will go into production within the next few years. 10 SSGM August 2013

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The long list of models currently equipped by Pirelli takes in prestige cars such as the Porsche Carrera, Boxster, Cayenne and Panamera, as well as the Lamborghini Aventador and Gallardo, the Bentley Continental GT and Flying Spur as well as the Audi A3, A4, A5, A6, A7, A8, Q3, Q7, RS5, RS6 and TT, plus the Volkswagen Tiguan, Touareg, Phaeton and Golf. The partnership between the two groups is not just limited to the European market but takes in other territories as well such as Latin America, Mexico and China. Pirelli and the Volkswagen Group are also engaged in joint business development in Russia and the United States.

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Who makes O2 sensors with no tolerance for failure?

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DENSO has made oxygen sensors for as long as carmakers have been using them. That lets us meet and surpass increasingly close tolerances demanded by OEs. Corrosion-resistant DENSO O2 sensors are built to last, delivering the increased performance and enhanced fuel efficiency today’s drivers demand. Our full line covers Acuras to Volvos. Anything but DENSO? The thought is intolerable!

Check out our full line of First Time Fit® OE replacement parts 1-888-96-DENSO 310-834-6352 a/c compressors & components • cabin air filters • air filters • fuel pumps • oil filters • ignition wire sets • oxygen sensors • spark plugs • starters • alternators • wiper blades

©2013 DENSO Products and Services Americas, Inc. First Time Fit is a registered trademark of DENSO Products and Services Americas, Inc.

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|| News Briefs “Technicians have to find time for training when they can, so our goal at Mitchell 1 was to provide a training tool that they can use according to their schedule, when it’s best for them,” said Gary Hixson, market manager for ProDemand at Mitchell 1. “The new training videos provide customers with a convenient and easy way to learn about the ProDemand repair information software.” The ProDemand training videos include: •  Resources: Supported browsers, live training sessions, knowledgebase and support contacts •  Vehicle Selection: Selection by yearmake-model, VIN or vehicle history, recalls, vintage •  Maintenance: Scheduled services by mileage intervals, indicator services and/or timed intervals •  Codes: Fast access to testing information and wiring diagrams related for diagnostic trouble codes •  Components: Fast access to descriptions, procedures, specs, locations and diagrams •  Service Manual: Entire library of repair information covered for a selected vehicle •  SureTrack: Time saving vehiclespecific data generated from millions of successful fixes; all gathered, analyzed and consolidated •  Estimate Guide: OEM parts, labor times for repairs, scheduled maintenance, fluid types and capacities •  Quotes: Saved estimates with userentered items and customer information, taxes, fees, discounts and disclaimers

Identifix Partners with Autoland Scientech to Offer Repair Hotline Technical Support

Identifix has partnered with Autoland Scientech USA to offer Autoland subscribers technical support through the Identifix Repair Hotline. This service is available to any dealership or aftermarket customer who purchases an Autoland scan tool and maintains their subscription. A manufacturer of diagnostic solutions for over 20 years, Autoland Sci12 SSGM August 2013

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entech’s line of scanners is customtailored to the needs of automotive technicians and mechanics on large and small scales for both domestic and imported vehicles. “Despite the availability of numerous online and tool-based diagnostic and repair information resources, many technicians prefer to work through tough vehicle issues with a live expert,” said Jeff Sweet, president of Identifix. “Our carline specialists currently take more than 20,000 calls each month, and we’re excited for the opportunity to provide added value to Autoland’s line of products with our Repair Hotline support.” “We know how frustrating it is when a customer purchases any diagnostic equipment and is unable to fully understand the issue with the vehicle. That’s why we’ve partnered with Identifix to launch our new Repair Hotline,” said Richard Zenteno, Autoland’s marketing director for the Americas. Autoland subscribers have a dedicated phone number for the Identifix Repair Hotline at 888-472-2644 where Identifix’s ASE Master, L1 technicians are available to help diagnose complex vehicle issues. Additional Repair Hotline details are available on Identifix’s website.

Federal-Mogul Awarded Patent for ANCO Flat Blade Technology

Federal-Mogul has been awarded a U.S. patent for its flat (“beam”) blade wiper design, which includes a number of proprietary features that help ensure superior windshield contact and wiping performance on today’s curved windshields. The Articulated Contact Technology TM (ACT), covered by U.S. Patent 8,347,449, is featured on all ANCO Contour and Profile flat blades. “This important technology helps enhance the performance of flat blade wipers in a full range of operating conditions, providing exceptional conformance to curved windshields,” said Michael McKee, director, global visibility, Federal-Mogul. “This patented design gives Federal-Mogul and the ANCO brand a competitive advantage

in the wiper category.” The patented ANCO ACT technology incorporates a spoiler design that generates down force to reduce wind lift and maintain optimum bladeto-glass contact. This technology, featuring two co-extruded materials, permits unrestricted flexing of the blade for more uniform pressure distribution and improved conformance and contact with the windshield. It is also specially formulated to prevent stiffening of the flexor in cold temperatures. “The spoilers utilized in many flat blades can interfere with the articulation of the blade flexor, leading to reduced wiping performance,” McKee said. “They can also be much less effective in colder temperatures, which makes the ANCO design a much better choice for all-season performance. The patent award shows the commitment of ANCO to develop innovative technology for our customers.”

Saskatchewan Industry Award Presented

Automotive Parts Distributors (APD) announced the recent winner of the Saskatchewan Institute of Applied Science & Technology “Highest Overall Achievement Award” for Automotive Service Technician Program. This award recognizes the hard work of the fourth year automotive students enrolled in the SIAST program. The selection is based on academic achievement, work attitudes, and work habits. The winner of the Fourth Year Award was Jordan Leier (Anderson’s Transmission and Auto Care, Saskatoon, Sask.).

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|| Waste Oil



Forget everything you may think you know about re-refined oils. The truth is re-refining is environmentally safe and produces highBy Tom Venetis, Editor quality base oils.


here are certain myths that need to be fought whenever they raise their heads. That Shakespeare was not the author of the plays attributed to him in the First Folio, which instead are the work of Edward de Vere; that Lee Harvey Oswald was part of a CIA/Mafia/Cuban/Illuminati conspiracy (take your pick, if you must) to assassinate JFK; that motor oils using re-refined base oils are inferior to motor oils using ‘virgin’ base oils. All of these are false — particularly the one about re-refined base oils. Chris Parent, district manager with Newalta, a product recovery company with six facilities across Canada, says

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this myth about re-refined base oils is one that grew out of the early days of waste oil recovery. In the early 1980s, the term recycling was used indiscriminately, often applied to recovered oils that had little actual re-refining done to them. “Back in the 1980s, someone I knew used to buy what he called ‘re-refined oil’ and it was essentially filtered waste oil. He would use this in his vehicle!” The reality today is the recovery and re-refining of spent oil is a fast growing business in North America and the process for re-refining spent motor oils into new base stock is one of the most ecologically-friendly approaches to handling the vast quantities of used

motor oils. Barry McCabe, director of marketing, Oil Re-Refining Division, EcoPower, with Safety-Kleen Systems Inc., says his company collects some 200 million gallons of used oil in North America, with plenty more potential to grow. In fact, over 1.4 billion gallons of used oil is created in North America which can potentially be re-refined into any number of useful lubricants and high-quality base oils, so the market is ever-expanding. Canada’s Newalta collects some 36 million litres of waste oil which it processes into some 24 million litres of high-quality base oil.

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

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


Dr. John Ellis invents motor oil


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


Valvoline launches DuraBlend™, the first synthetic blend motor oil


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

Valvoline invented the engine oil category almost 150 years ago – and we haven’t stopped pushing new innovations since. NextGen™ motor oil is the latest in a long line of category-changing introductions. Made with 50% recycled oil, NextGen™ delivers 100% Valvoline engine protection. NextGen™ motor oil is great for engines and better for the environment, it exceeds industry specifications with reduced environmental impact compared to non-recycled motor oil. Naturally, NextGen™ is supported by the full force of Valvoline’s innovative marketing programs.

Welcome to the Next Generation in motor oil.

Learn more about NextGen™ at © 2013, Ashland Inc. TM Trademark of Ashland or its subsidiaries in various countries.

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|| Waste Oil The Re-Refining Process

When used motor oil is collected, the molecules of the base oil are, in fact, intact. Motor oils are pretty much 80 per cent base oil, with the remaining 20 per cent being the additive package developed by the oil blenders. This additive package is what provides the engine protection and enhanced lubricity, viscosity and protection against chemical breakdown and contaminates. Over time, the additive package protecting the engine breaks down. The base oil, however, remains largely intact. “As engine oil goes through its lifecycle in an engine, it picks up a lot of dirt and metal from the engine, just through the normal friction in the engine,” says Dann Bates, manager, recovery services, Canada with NOCO. What re-refining does is remove all the accumulated engine contaminates and the now spent additive package in order to recover the intact base oil which can be used once more in the blending of new vehicle motor oils. According to Newalta, Safety-Kleen and NOCO, the process is very much the same as if one were making ‘virgin’ base oil from crude oil. The process can be broken down for easier understanding thus: first, the waste oil that comes into the facility to be re-refined is analyzed to ensure that it is of high quality and that it does not contain any chemicals or physical contaminants that could be deemed hazardous or harmful, or would cause problems during the re-refining process. After this, a dehydration process is used to remove water, then lightweight

c­hemicals are removed, such as glycol or light fuels. A fuel stripping process takes out any heavier fuels from the oil. Vacuum distillation and hydro treating remove any final impurities, resulting in the production of high-quality base oils that meet all current API standards. The final product is as good or even better than the base oil used when the motor oil was first blended, says Alain Portelance, director, ORS sales and marketing with Newalta. “The Group 2 base oil that we produce at the end of the process is no different from the Group 2 base oil produced by the large, integrated oil companies,” he adds.

The Growing Market for Re-Refined Base Oils

Safety-Kleen Inc.’s EcoPower oil meets industry standards API SN and ILSAC GF-5 or CJ-4.

Newalta’s Advanta ECO Antiwear Hydraulic Oils are one of the lubricants made with its re-refined base oil.

Valvoline’s MaxLife NextGen formulation is available in 5W20, 5W30, 10W30 and 10W40 grades.

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One of the major selling points for re-refining is that its environmental footprint is much smaller than the process used in producing ‘virgin’ base oil. While the processes are similar, making base oil from crude is an intensive, high-carbon footprint process involving first getting crude oil out of the ground, then shipping it and finally refining it into a usable oil product. Re-refining reduces that dramatically as one is taking an existing product, in this case spent motor oil, and re-refining it to extract usable products, such

13-08-14 7:53 AM

Waste Oil || as glycol and base oils. This has made both the process and final products compelling to those who are looking for more ecologically-friendly products for their vehicles. Thom Smith, vice-president of branded lubricant technology for Valvoline, says vehicle owners are much more aware now of how their purchasing decisions impact the environment, and the company’s NextGen motor oils are made for this growing market segment. “Today’s consumer is looking to ‘Go Green,’ and NextGen is one way of helping them do just that.” Valvoline’s NextGen line of oils are marketed as oils that meet all of today’s API standards and provide the same lubrication and protection as Valvoline’s other motor oils, but the impact on the environment is much less. NextGen is available in Canada in two sizes, and conventional NextGen and highmileage MaxLife NextGen are available at quick lubes and service shops, according to Valvoline. “Basically, we have positioned (NextGen) as an alternative to our regular products and positioned them as being better for the environment,” adds Rob Stravitz, vice-president of marketing for Valvoline Instant Oil Change. “You get the same performance as you would from all of our regular products, but the carbon footprint and the impact on the environment is dramatically lower.” Stravitz says when consumers are educated about the benefits of re-refining, the quality of the base oil produced and of the NextGen products, over 40 per cent of consumers will decide to go with NextGen as part of their oil change. “The biggest issue for the consumer is ‘Does it work as well,’” Stravitz says. “A car is a big purchase and you get an oil change because you have to, so you want to know if it will perform as well as other products.” Safety-Kleen’s McCabe says his company’s EcoPower line of oils is also making an impact amongst consumers who are looking to make more ecologically-friendly choices. EcoPower has been put through rigorous testing to

p 14-17 Waste Oil.indd 17

show its quality. According to a release put out by Safety-Kleen, in fully-loaded, long-haul service tests conducted by Infineum International, using trucks equipped with 2007 Cummins ISX 450-horsepower EGR engines, EcoPower HD 15W-40 CJ-4/SM performed equal to or better than two leading heavy-duty diesel engine oils. The simple fact is that the quality of re-refined oil being produced today is incredibly high, with more people



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coming to understand the value of rerefining. Those charged with collecting waste oil, such as service operations and quick lube shops, also know the value of re-refining and now put a high premium on preventing crosscontamination of the oil they collect to be re-refined into new base oils. The days when waste oil was burned or thrown on gravel to keep dust down have, thankfully, long since passed.  SSGM



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August 2013 SSGM 17

13-08-14 7:54 AM

|| Shop Software

Info in the right place Information providers focus on getting data into the bays By Andrew Brooks


he methods of delivering repair and diagnostic information to the shop floor have evolved rapidly in recent years. With the advent of social media and increasingly connected scan tools, we may be on the brink of a complete transformation in how information is made available to shop owners

18 SSGM August 2013

p 18-20 Shop Software.indd 18

and techs. That revolution will come about because the sector’s major information providers are quickly moving to not only aggregate OE repair and diagnostic data, but also to capture the huge amounts of experience techs have gained over years of work and to deliver

that information to their customers. Ben Johnson, director, product management for Mitchell 1, notes that until recently a large part of what automotive information service providers have delivered has been repair and diagnostic information aggregated from the big auto manufacturer sources. The value-

13-08-14 8:00 AM

Shop Software || add has been to offer all the information in a single repository and, in some cases, to do some ‘massaging’ to ensure consistent presentation when the OE presentation methods differed widely – something Johnson says Mitchell 1 has done with wiring charts, as one example. “The OEs can sometimes use different methods of presenting and structuring the information,” Johnson says. “This can slow things down when a tech is trying to access information quickly. So we’ll take that information and not rewrite it, but display it in a format that’s consistent from one OE to another.” Mitchell  1’s core trade today is the parts and labour data that are the building blocks for estimates, as well as an application that allows users to ­create and write those estimates. What’s changing the game now, Johnson says, is that providers like Mitchell  1 have reached out to the auto service trade, gathering actual experiences from the

front lines and offering that information to the industry. “We have a huge data base for trouble codes specific to vehicle, power plant, manufacturer,” Johnson says. “The people on the shop floor can dive in and go straight to what other techs have experienced in the exact same situation. They can go down the trouble trees and see what the fixes are – and which fixes work the best. So you can go right to the one that worked 99 per cent of the time instead of starting at random and then going through trial and error.” Mitchell 1 derives the information from the thousands of shops that run its estimator and shop management systems – data that’s easily accessible as Mitchell 1 backs up shop systems every day on its own servers as a security measure. The technology underpinnings are crucial. Derek Miller, director of product information for AllData, notes the increasing progression away from nowestablished channels like DVDs, CDs

Get to the REPAIR faster!

and web-based products into the newer social media and mobile platforms. AllData is also looking at adding usercontributed data streams as a value-add. “The issue as we see it is that vehicles are way more complex now,” Miller says. “There’s more technology embedded in cars. At the ETI ToolTech conference in San Diego I saw a big concern about the skill levels of techs coming out of school, and the divide between what they learn and what’s in the cars now. We believe that the more info we can provide, the better they can do their job.” The proliferation of data formats, media platforms and information sources also poses a challenge, Miller says. “There’s a huge need for integration in this space. Today, you have scan tool companies, shop management providers, people like us who provide OE info – all these different providers that shops buy multiple applications and solutions from. And they want one source. So integrating all

When so much information is available, it’s ALL about the search. Gain 24/7 access to factory-correct OE repair information Quickly locate the exact information you need Get daily updates on recalls and TSBs

ALLDATA is the industry leader for a reason… We deliver the most information in the shortest time, So you can pick up the wrench faster. | 877.864.1564 ©2013 ALLDATA LLC. All rights reserved. ALLDATA and ALLDATA Repair are registered trademarks of ALLDATA LLC. All other marks are property of their respective owners. CA-13-01026

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August 2013 SSGM 19

13-08-14 8:00 AM

|| Shop Software these components into workflow-based applications that help our customers run their shops, fix vehicles, get the content they need when they need it, are all things we’re looking at moving into.” It’s already happening in the col-

Hit service they can get integrated functionality. So if you have the latest Bosch SPX Genesis Touch tool you can hook it up, scan, and when a code comes up the tech can go to Direct-Hit and see how many articles are available

As scan tools themselves start to incorporate more and more advanced processing and networking capabilities, information providers are able to integrate data directly to them and link them to shop computers. lision industry, Miller observes, and he sees that activity spilling over into the mechanical space as well. As scan tools themselves start to incorporate more and more advanced processing and networking capabilities, information providers are able to integrate data directly to them and link them to shop computers, notes Aaron Cherrington, vice-president of product management and strategy for Identifix. “We’re working with Bosch, Launch Tech, Autoland Scientech – if users of their scan tools subscribe to our Direct-

20 SSGM August 2013

p 18-20 Shop Software.indd 20

for that code on that model.” This brings the needed technical knowledge direct to the tech as they’re working on the car, so they don’t even need to interrupt what they’re doing to go to the shop PC, which might be somewhere else on the floor or up at the front desk. Of course, while the new technologies pay huge dividends in speed of feedback and the ability to search efficiently and quickly through massive amounts of data, the live contact, even if not directly face-to-face, is

still the best way in some situations. Companies like Identifix offer phone hotlines with qualified specialists in major brands ready to take calls and work techs through repairs in the shop. Cherrington points to a high success rate as evidence that the system still provides exceptional value: the first calls are successfully resolved 72 per cent of the time, and on the second and third calls that jumps to 90 per cent and 95 per cent respectively. And even here the service provider can assemble the accumulated experience of the industry and offer it back to the market. “We’ve been doing this for 25 years, with around four million calls logged,” Cherrington says. “Of course, we started to see certain patterns on certain vehicles at given mileages, similar problems in similar conditions, and so on, and so about 20 years ago we started to collect these problems and develop tests and fixes for them. With the advent of the Internet we made that knowledge available through our Direct-Hit website.” SSGM

13-08-14 8:01 AM

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13-08-13 1:05 PM

|| Tire Test

An Eagle for All Seasons Goodyear launches a new Eagle for the upper touring segment By Jim Anderton, Technical Editor


here was a time when European sport sedans carried unique fitments that essentially forced owners into high-performance tires. Premium tires on competent sedans have always been a good mix, in both consumer satisfaction and dealer margins. Today, the environment is a lot more crowded. Not only is the owner of a small Mercedes or BMW able to source cheaper import alternatives to OEM rubber, but it’s frequently possible to “trade down” to tires with a lower than OEM-spec speed rating, even from Big Three manufacturers. For the dealer, they still look round and black, so Goodyear’s new premium touring entry, the Eagle Sport All Season is a welcome answer for dealers looking for a way to push back against commodity thinking (and pricing) in the showroom. Positioning the new product within the Eagle brand is a smart move for Goodyear, making it easier for dealers and consumers to visualize the tire as a significant step up from mainstream low profile offerings, including some fitments from Goodyear’s own Assurance line. That’s especially important today as the spread of low profile tires to relatively pedestrian vehicles like Toyota’s Camry and the Honda Accord creates a possible size overlap with similar sized, but more upscale, European and Japanese touring cars. A distinctive tread pattern helps on the tire wall, but the ability to strongly differentiate the Eagle from other fitments will help in front of the consumer. This segment doesn’t sell on price and Eagle Sport All Season tires are no exception; so Goodyear has engineered the product with an array of technologies. An asymmetrical tread pattern is almost mandatory for very high-performance tires these days and the new Eagle is no exception, with aggressive, angled tread blocks and

22 SSGM August 2013

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sipes that extend to full tread depth. Tread compounds are the “secret sauce” of the tire industry, but Goodyear will state that the tread contains significant amounts of silica allowing a reasonable tread life in a sticky, performance tire. An interesting design attribute is a footprint optimized for light vehicle loading. Since very little spirited driving happens with passengers and a full load of luggage, this would seem like an obvious win, and Goodyear has factored this, along with much reduced vehicle weight due to smaller engines and lighter materials, into a touring car product with strongly sporting pretensions. A beefy rim protector acknowledges the other reality of the premium touring segment: alloy wheels which can cost more for a single replacement than an entire set of tires. So how does it drive? SSGM wrung out the Eagle Sport All Season at the fabled Bondurant School of High Performance Driving in Phoenix, in Audis and very fast Cadillac sedans, typical fitments for the tire. Bob Bondurant himself (a Le Mans winner and Ferrari Formula One driver), was there for moral support, but mercifully didn’t stick around to watch the circus. Instead, the journalists were teamed with Bondurant instructors, but in the hands of both professionals and rank

amateurs, the new Eagle was grippy in the wet and dry tests and significantly, didn’t mind whether the front or rear wheels were driven. As the test vehicles were high-end machines, terminal understeer wasn’t designed into the suspension geometry, since sophisticated stability control was available. Turning the fun killers off, however, showed that the tire turned in crisply with no appreciable squirm, in part due to short, stiff sidewalls. There’s plenty of lateral g-force available for the talented, but even when provoked with late braking, missed apexes and injudicious use of brake and throttle, the Eagle Sport All Seasons kept the action on the asphalt. Even with wide runoff areas and a flat circuit, there’s more ultimate grip available than almost any driver will use, even on a road course. Unlike Ultra High Performance rubber, the ride was comfortable and quiet; the combination of a silica-heavy tread compound and deep, complex sipes even generated a little tire squeal on severe low speed maneuvers on the damp surface pad, a sure sign that the tread is reaching down to find grip. Goodyear claims enhanced ice and snow performance as well, which is OK in Virginia, but in Canada no one owning a vehicle that can properly use these tires should be winter driving without dedicated rubber on a second set of wheels. That doesn’t mean that the low temperature flexibility is wasted however, as the cold/wet grip will come in very handy in early spring and late fall. The new Eagle is available in 47 sizes with V and W-speed ratings and carries Goodyear’s 80,000 km limited tread life warranty. For the driver who wants much of the performance of a UHP tire but drives the car every day, the Eagle Sport All Season will be a good fitment for sports sedans and coupes and, with 47 sizes, has upsell possibilities for many mainstream sedans as well.SSGM

13-08-13 1:05 PM

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13-08-13 1:06 PM

Le De Pe De (p Ju Ha W (M De

John DeHaan behind the counter in his original location just outside of Smithville, Ontario.

On June 1st 1963, JOhn and trinka dehaan opened John’s auto supply, just outside of smithville, Ontario. John dehaan immigrated to Canada from holland at the age of 16. he already had his Machinist’s Licence and was an accomplished welder. soon after arriving, he earned his Mechanic’s Licence. John dehaan was soon not only fixing cars, but supplying the parts for them as well. in 1985, he moved from his original location into a new building in smithville to better serve the town’s growing number of vehicle owners. the smithville store, in addition to its parts side, has four bays and three Licenced technicians, Peter dehaan, George Vos, who has been working in the bays for 14 years, and Peter’s son ryan who has been working in the family business for 10 years. the shop works on all vehicles, including agricultural, commercial and rV’s. John dehaan became a Mckerlie Millen associate and the company and the business started to grow

Celebrating 50 Years with John’s Auto Supply

Congratulations on celebrating your

p 24-25 Advertorial spread.indd 24

13-08-15 7:53 AM

ev m pr s so as a th a is k ar op ti al pr th ha th sa th us an pr



s ed o

e s,




Left to right: Kevin DeHaan, George Vos, Peter DeHaan, Ryan DeHaan, Ann Traver (picture: Ed DeHaan), Justin Tilstra, Mark Hauser, Roger Watterworth (Missing: John DeHaan)

Left to right: Peter DeHaan, John DeHaan, Ann Traver (Ed DeHaan, on photo), Kevin DeHaan

even more. John did not envision so many family members following him into his business, but he is proud of all of his children and the work they do. son Peter started in 1975. daughter ann (traver) soon followed in the early 1980s, along with son ed as well. sadly, ed dehaan recently passed away in a tragic accident. the family remains dedicated to his memory and a large part of the 50th anniversary celebration is a celebration of the life of ed dehaan. son kevin joined in 1993 and both Peter and kevin are Licensed Mechanics. the Beamsville parts operation was opened in 2003. kevin, ann, Justin tilstra, Mark hauser and roger Watterworth are all on the counter in smithville and Beamsville, providing excellent service to all customers. the strength of the company is in its people: they have the knowledge, the technical expertise and the drive to always make sure their customers are satisfied and understand what is going on with their vehicles. Challenges for the team are the usual, the economy, keeping up with technology and how to continue to grow the company profitably.

John’s auto supply joined World automotive in July 1998. this relationship has fueled the growth of John’s auto supply, kevin dehaan says, “World has the depth and selection of inventory, Pronto and asX Banners, great service and the team at World are great to deal with. We can pick up the phone and can contact the decision makers at World immediately, all are available to help.” Warren Brown, general manager with World automotive adds World automotive is proud to be part of the success of John’s auto supply and the role the company plays in the continued success of the family business now being carried forward by the second generation. “the key to their success is the idea of family. they are a close family, working together to carry forward the extraordinary legacy and business their father has built; and they treat all of their customers like family, knowing they come to them with their questions and concerns and will be treated professionally and with great care. that is something to be proud of and we here at World automotive are proud to be part of their family.”

50th anniversary from your suppliers.

p 24-25 Advertorial spread.indd 25

13-08-15 7:53 AM

|| Jim’s Rant

Three ideas for gasket makers

I By Jim Anderton, Technical Editor

Engines today of course are tighter, hotter and are much better machined. They’re also packed so tightly under the hood that a lot of water pump jobs are done by feel as much as sight.

’m not old, but I am a certain age … meaning I started on engines driving the rear wheels with lots of under-hood room to work. That was good, because engine sealing was, in a word, terrible. Owners were frequently told to live with oil leaks and usually left water pump issues until coolant poured out of the weep hole. We changed a lot of gaskets, especially the water pump, intake and exhaust manifold, along with the usual head issues. Sealing surfaces were generally terrible, as were the replacement parts. Small block Chevy heads, for example, used to ship with as-cast exhaust manifold ports, with no machining at all. As a result, gaskets were thick, full of asbestos and burned out frequently. Water pumps were similar. New parts were rare and the reman units I saw frequently needed a little dressing with a file or emery paper to clean up the sealing surfaces. Just to be sure, we used a lot of Permatex #2, which worked well enough in those under stressed engines. I once used a brown paper bag from the grocery store to make a water pump gasket on a 258 AMC six … with no problem at all. Engines today of course are tighter, hotter and are much better machined. They’re also packed so tightly under the hood that a lot of water pump jobs are done by feel as much as sight. So here are my ideas for the gasket companies. Where the dowels are tiny or nonexistent, it’s hard to make sure the gasket is aligned when you can’t see it properly. How about adding two studs and nuts to replace two of the bolts? Then you could thread them in, then slide the gasket onto the front cover certain that you won’t misalign it. With torque to yield head bolts, it common to ship fasteners with gaskets so we know it can be done. Put a little sealant in one of the layers of a multilayer gasket with enough porosity in the outer layers that it extrudes out when the gasket is torqued up. This would prevent techs from doping the gasket with so much goo that the stuff ends up floating around the cooling system or crankcase. The rattle cans help, but then my hands are a red sticky mess for the duration of the job … put in in the gasket instead. Add a thread chasing tap or two with the gasket. For the water pump, for example, add cheap, soft metal two-flute bottoming taps with long shanks and simple “T”-handles. Who has time to measure then set up a tap to chase threads? We end up giving the holes a quick blast with an air gun and hope. Thread chasing is ideal for cheap offshore taps and since they don’t need to be hardened like a thread cutting tool … the shanks could twist a little rather than breaking off in the hole. Another option? Supply bolts or studs with relief ground in the ends to accommodate any leftover crud in the bolt holes. With butter soft aluminum blocks and front covers, torque values are low … if a bolt or two bottoms prematurely, they’ll click all right, but with no clamping force. Would you pay a little more for a gasket set with these features? We would win it back in time saved and comebacks reduced or eliminated, I’m sure. And for any gasket makers out there who want to try it, my current headache is a 1981 vintage 3.5 Rover V-8 … and nothing leaks like a British engine!

What do you think? Have your say and speak your mind! 26 SSGM August 2013

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13-08-13 1:07 PM


Telescoping Magnetic Flashlight, Pick Up Tool Impeltronics announced the release of its LED Telescoping Magnetic Flashlight Pick Up Tool. This LED Magnetic Flashlight Tool offers the ability for the user to find and retrieve objects in hard to reach areas. The magnets in both the head and tail end of the flashlight permit the recovery of magnetic objects. It is constructed of rugged aluminum and includes a stainless steel clip. The LED Head, also made of aluminum, contains three bright LED’s. Impeltronics

Denso Cabin Air Filters The First Time Fit Cabin Air Filter program includes coverage for more than 117 million vehicles for a full range of domestic and import applications. Denso’s electrostaticallycharged particulate filters capture ultra-fine particles. The charcoal filters feature a multi-layer filter structure embedded with activated charcoal. Denso more Baywatch on page 35

p 35-36 Baywatch.indd 27

August 2013 SSGM 27

13-08-14 8:07 AM

|| TACT Team Management

How to really compete in this industry By Murray Voth, TACT


here is a young fella, about my age, who owns a shop in Saskatchewan. He has a great philosophy about vehicle repair and maintenance that he is very passionate about, and has inspired me to share it with you. He offers all of his clients the opportunity to have him look after their cars so that they run, drive and ride like they did when they were new. I know that not all of his customers share this philosophy; but many do and are saving thousands of dollars over the lifetime of owning that car; and this shop owner has a very profitable business because of this. Imagine a 2004 Chevrolet Malibu, an average car when it was new, nine years later having good struts and suspension, tight steering, an engine that runs smoothly and gets great fuel economy. Imagine that all the creature comforts are working, the airconditioning, the power windows (not just the Tim Horton’s order window) and door locks, the tilt steering, the electronic seat adjusters and the seat heaters. If we were to see a car like that in any shop in this country we would be impressed as to what good shape it was in, and probably guess that it only had 60,000 kilometers on it. We would think that it was a typical low-mileage, granny-driven-to-church-and-bingo car that we would love to buy for one of our kids. What if I tell you it has 225,000 kilometers on it and was driven every day in all the conditions that Prairie weather can throw at it. That it has new shocks, struts, ball joints, sway bar links, tie rod ends. That it still has the original steering rack because of regular power steering flushes. Some of the power window switches, motors and power door lock mechanisms had to

28 SSGM August 2013

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be replaced or repaired; and the shop had installed aftermarket seat warmers because the car originally did not come with them. This customer liked their car. It was practical, comfortable and reliable. I have come to the conclusion that in general our industry, including the new car dealers, do not understand what true preventative maintenance is. In fact, we have all fallen under the spell of the vehicle manufactuers. We have forgotten that a vehicle manufacturer makes money by making and selling vehicles, and the more the better. If we make vehicles last a long time, well past the built-in obsolescence date, they will not sell as many cars; and that creates a problem for them. So they will do everything in their power to create the desire, stress or simply the misunderstanding in the consumer’s mind that makes them want to buy a new car every five years or so.

Challenge of Consumer Debt

However, they are facing a new challenge. Our own government reports the average Canadian owes $1.68 for every dollar they earn. Economists report in the last 15 years the average take-home pay in Canada has only gone up by $100 for a middle class family, when adjusted for inflation. Canadians on average cannot afford a new car every five years; in fact, studies have shown that between 25 and 30 per cent of North Americans cannot afford their car, period. Yet, the majority of our society needs a car to get to work and much of our economy is based on manufacturing vehicles, extracting and refining hydrocarbons, and manufacturing tires. As a society, we are creating a vicious cycle of working to pay for our transportation in order to get

to a job to pay for our way to get to work. Few people question this status quo because it has always been this way. We keep thinking the economy is going to rebound, our customers are going to have money again and we will all be fine. In the meantime, the new car dealers have been taking market share away from the independent sector at a staggering rate in the last five years. The AIA Canada reports a six to eight per cent gain in the new car dealer market share of repairs and service in the last several years. The dealers have done this in various ways and for various reasons. Margins on car sales are down and in order to keep the dealerships profitable they look for other opportunities. That means attracting and keeping more customers in their service departments. This happens with extended warranty periods, pre-sold maintenance and service packages, long-term financing plans, and a lot of marketing that says they are the place to go for service on your particular brand of vehicle. When it comes to the discussion of advanced vehicle technologies and telematics this statement from SSGM Daily News May 31, 2013 is very revealing. “Car manufacturers are building a closed ecosystem for the entire vehicle ownership lifecycle,” said Vehcon CEO Fred Blumer. Blumer was the keynote speaker at the AAIA’s 2013 Aftermarket eForum. In other words, if things don’t change, the aftermarket will get locked out of the vehicle service and repair cycle.

Preventative Maintenance Cost Savings

If I stopped here, I would sound like

13-08-13 1:08 PM

TACT Team Management ||

Chicken Little running around saying “the sky is falling.” My goal is to create awareness of what I see is coming down the pipe and come up with some solutions to the challenges that we face. Over the course of my next few articles I will be addressing these topics, but the current topic is to understand that there is a whole different approach to competing with the new car dealer that very few people use. That different approach has to do with the philosophy of the shop owner I mentioned above. At a certain point, competing on price, convenience and service will run out of impact. Competing on the cost of transportation is a whole different approach. Let’s start with taking a look at depreciation. The first chart compares someone who replaces his or her car every five years with someone who keeps a car for 15 years. Insurance, fuel and repairs and maintenance are all items that consumers keep track of when making spending decisions on their cars. CAA reports that 75 per cent of Canadians surveyed forgot about depreciation when calculating their transportation needs. Because they tend to have perpetual car payments, they think of it as a mortgage. But think of it this way; how many of us would take out a mortgage on a house, if that house were worth nothing after 30 years? But that is what most consumers are doing with cars. No wonder we are carrying the debt load we are! If you keep a car for 15 years you will save $180,126 over 30 years. That is $500 a month. Any family could use that. The second chart compares the same concept except using the idea of monthly car payments as the main variable. The impact of this chart shows that if you invest the equivalent of the depreciation on a monthly basis you will not only reduce your costs, but you will actually bank over $80,000 or more in 30 years. So what are our excuses? My customers won’t do maintenance. The dealers make it too easy to buy a car. My customers qualify for car payments, but don’t have cash to pay for repairs,

p 28-29 TACT team.indd 29

especially large ones. I will no longer accept any excuses; with knowledge comes responsibility. Let me leave you with two thoughts. One, if you drove a 2004 Malibu with bad struts, poor fuel economy, a rough ride and loose steering, would you be interested in a

transmission flush? Two, preventative maintenance is not fluid flushes; preventative maintenance is a philosophy of making something, anything, last a long time! Even if it means changing the oil and filter on a vehicle every 6,000 kilometers or four months!SSGM

Purchase price of car



Age of vehicle in years at time of purchase

0 years

0 years

Years you plan to own that vehicle

5 years

15 years

Number of years to calculate lifetime costs

30 years

30 years

Number of cars purchased in 30 years

6 cars

2 cars

Final age of vehicle upon replacement

5 years

15 years

Average annual depreciation percentage



Average annual depreciation cost



Depreciation for period of car ownership



Resale value at end of ownership period



Lifetime depreciation cost



Expected rate of return if depreciation is invested



Lost future value if depreciation is not invested



30 years of maintenance

$37,500 *

$52,500 *

30 years cost of transportation without fuel and insurance





Average price of vehicle in Canada 2012



Average monthly payment



Years you plan to own that vehicle

5 years

15 years

Number of years to calculate lifetime costs

30 years

30 years

Number of cars purchased in 30 years



Total spent in car payments



Total spent on service and repairs

$37,500 *

$52,500 *

Cost of transportation without fuel and insurance



Investment of savings at 4%



*I have used an average yearly expense for repairs and maintenance on the newer vehicles as $1,250 and $1,750 for the ones that are kept longer. There will need to be a few more things repaired if we keep it for a long time.

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 August 2013 SSGM 29

13-08-13 1:08 PM


Looking Into the Vehicle Repair Industry Crystal Ball Global Automotive Aftermarket Symposium Forecasts Cautiously By Phil Sasso Upbeat Future


hat will your vehicle repair business look like in 2014? How will it look in 2019 and even beyond that date? It seems the only constant for the foreseeable future is change according to presenters and panelists at the Global Automotive Aftermarket Symposium (GAAS). Over 300 aftermarket professionals and 30 presenters/panelists attended the event earlier this year in Chicago. Since 1996, the first GAAS event has been held in Chicago to share information and trends among industry leaders and to fund scholarships for students pursuing careers in the automotive aftermarket. Since its inception, proceeds of the event have funded over 1,600 student scholarships for future industry leaders. Technological advances continue to lead the charge of change in operations, management and marketing according to this year’s speakers, from shop owners to parts manufactures, to marketing and media experts.

Danielle Russell from Google gives five tips for maximizing online marketing.

Too Many Parts In Our Future?

There seemed to be a consensus that there is no end in sight for parts proliferation, ever increasing the number of parts the average parts distributor needs to stock. Looking at a vehicle today and a vehicle from a decade ago there is a 50 per cent increase in the number of SKUs, according to a study cited by speaker Paul McCarthy, vice-president, Industry Analysis, Planning and Member Services of the Automotive Aftermarket Suppliers Association (AASA). He indicated that there are over two million aftermarket SKUs on the market today. That’s created huge overhead costs for not only parts distributors, but also manufactuers that have to spend more money on shorter runs, lower volumes and higher tooling costs. From the shop point of view this translates into more complicated parts ordering, a greater likelihood of out-ofstock parts and a greater chance of mistakenly getting a wrong part from the parts distributor. That doesn’t take into account any added complexity in repairs caused by the sheer number of parts under a hood.

Polk Efficiency Award Winners from Performance Warehouse with R.L. Polk Team.

E-tailing and Price Transparency

E-tailing, as opposed to e-commerce, is using consumer sites to research or shop for parts online, according to McCarthy. Projections are that there will be a 15 per cent increase in aftermarket e-tailing from 2012 to 2018 according to a study 30 SSGM August 2013

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R.L. Polk Efficiency Award Winner Mevotech (Canada). From Left: Mark Seng, Ed Simone and Ezer Mevorach of Mevotech with Ray Ingraham, Scott Stone and Stephen Polk of R.L. Polk & Co.

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GAAS || price expectation. “With service professionals, if parts move towards market pricing, they are going to have to make their money on labour,” McCarthy said.

What Does a Customer Want in a Part?

A panel of four shop owners, all former technicians, participated in the “What Shops Really Need” session indicating that their customers are relying on the shop to select quality parts. “Usually when the customer comes Cynthia Cohen presents on Innovative Thinking at GAAS 2013.

to us they’re not asking for a specific brand,” said Bob Shanahan, owner of DuPage Tire & Auto Center, in suburban Chicago. “They’re coming because they have a problem with their car … the check engine light is on, it’s making a noise, it’s dying out. Very, very seldom do they come in and say, ‘I want a certain brand part put on my car;’ they really leave that up to our shop. Sometimes it takes us years to figure out what the better brands are.” Shanahan explains in the customer’s

One part tOugh guy...

One part smOOth OperatOr high loAd cApAciTy One Piece Metal Bearing Design Zero Side-to-Side Endplay

smooTh sTeering Bill Moss moderates a panel of independent shop owners discussing “What Shops Want.”

Booz & Company did for AASA. “Fast growth,” said McCarthy. “But more importantly about e-tailing is it really isn’t about online sales. It’s about offline sales.” Few DIYers buy parts online, but more than half research online. Within five years that will be 90 per cent according to the Booz & Company study. This creates US$4 to US$6 bricks and in-store sales for every US$1 of online sales. This runs counter to the trend of showrooming that most retailers are experiencing. Showrooming is a consumer stopping in a brick-andmortar store to see, feel and research a product, and then going online to buy that product for a lower price. This is also impacting your DIFM customer. It’s driving price transparency, according to McCarthy. And that transparency will affect what a shop can charge once a customer has a certain

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AdvAnced Technology guArAnTees The besT possible pArT for The ApplicATion When you need low friction on one end of an idler arm and high load capability on the other, choose a Raybestos® Professional Grade® chassis part that matches the specific technology of that vehicle. The Advanced Technology double-duty design provides the smartest, most application-specific undercar solution … and with the best parts and labor guarantee in the industry… you can install the choice in chassis™ with 100% confidence. Visit or call 800-323-3022 for more information.

August 2013 SSGM 31

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|| GAAS mind the brands he sells are invisible. If a part fails, his customer doesn’t blame the brand – the customer blames the shop and expects it to be fixed for free. “My name is on that part,” Shanahan says, emphasizing his customer’s perspective.

Shop Priorities and Customer Priorities

Never any added sensor programming or cloning steps with REDI-Sensor™ TPMS! Delivering over 85% coverage with just 3 sensors. • Ready out of the box! • Pre-programmed and designed to follow OE vehicle relearn procedures • Works with all major TPMS scan tools • Now covers over 85% of all vehicles in North America • Reduces inventory and eliminates service delays • OE designed and validated For more information, e-mail: or call: 800-564-5066

See why VDO REDI-Sensor™ saves time and money. Watch the video:

Even in this economy, panelists agree, price is still secondary to quality of service in the consumer’s minds. Moderator Bill Moss, owner of EuroService Automotive Inc. in Warrenton, Va., said that in his surveys he has found getting the job done right the first time is the primary concern of the average customer. “The second concern is often convenience. Price is fourth or fifth down the line.” When choosing parts, shop owners and technicians are focused on a similar set of priorities as their customers. They usually prefer increasing customer satisfaction and reducing comebacks over saving a few pennies on a parts purchase. “Number one with me is quality. It’s got to be something I feel is going to work for my client,” said Dave Walter, owner of Kehoe Automotive Center Inc. in Carol Stream, Ill. Walter has 37 years of industry experience, 25 as a shop owner. “Second is availability. If I can’t get it, I don’t care how good it is, it’s not going to work. And third on my list would be price.” Walter said it is most important that his parts suppliers have a complete inventory and quick delivery of parts to his shop. In a separate panel discussion, owners and managers of parts stores discussed the importance of technology is keeping their shelves stocked with fresh inventory, while not tying up working capital in over-inventorying rare or obsolete parts.

Too Many Jobs, Too Few Takers VDO and REDI-Sensor – Trademarks of the Continental Corporation Like us at

One of the recurring themes at this year’s GAAS was the lack of talented young people seeking careers in the automotive aftermarket. Presenters reiterated that many young people that traditionally would choose careers

32 SSGM August 2013

as automotive technicians are being drawn to careers in computer hardware, software and IT. One group of students from Northwood University’s Executive Program presented a “recruiting” video that was part of their school project intended to sway more careers to the aftermarket. One advantage the video points out is that a career as an automotive technician can’t be outsourced. For shop owners and managers, this means good technicians and service writers may become harder and harder to come by in the short term. But as unemployment among young adults becomes an issue, there may be an influx of new blood in the aftermarket.

Planning for Your Personal Future

If you own a shop, at some point your business is going to change hands. In North America, 60 per cent of owners of a family business are 55 or older and fully 30 per cent are 65 or over, says Susan Rounds of Wells Fargo Wealth Management. Basically, there are big transitions coming for family-owned business. About 50 per cent of them will go to third parties, 30 per cent will stay within the family and 14 per cent will go to internal management. The balance will likely go to an Employee Stock Option Plan, but that number has been in decline. About 90 per cent of business owners agree that having an exit plan is critical, but roughly only a third have done anything about it, said Rounds. The key to transitioning your business is to start planning early. This can help create a strong leadership transition, plan financial transactions and deal with tax planning issues. Overall, the automotive aftermarket is in a state of change. But the future is bright for those that are willing to embrace that change. SSGM Phil Sasso is the founder and president of Sasso Marketing, Inc., having been a marketing consultant, creative director, writer and speaker for more than two decades. He can be reached at

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Tech Tip ||

Silencing a Noisy Prius By Dennis Shortino, ALLDATA editor, and Jeff Webster, ALLDATA technical writer


s early as the mid-1600s, some forward-thinking people began envisioning steam-powered vehicles. In the 1800s, a great deal of time and energy was spent on developing electric propulsion. Around 1900, European carmakers began pairing gasoline engines with electric motors in a system we refer to today as a hybrid system. In the years since, electric and then steam-powered vehicles gave way to the gasoline engine as the primary source of propulsion. Now, travel forward in time to the past! The Toyota Prius and other “revolutionary” hybrids are everywhere. And development continues on promising new power sources as well. Automotive technology is advancing at a pace that was unthinkable just a few years ago. And propulsion is just one example. Electronic systems control every aspect of today’s vehicles. Navigation, collision avoidance, self-parking, safety systems … the list goes on and on. With vehicles becoming more and more complex, how do you determine the best and most cost-effective manner of repairing cars that are, in fact, computers with wheels? There is only one reliable answer: manufacturers’ repair information. Whether the issue is electronic or mechanical, accessing OEM repair procedures, diagrams, specifications and technical service bulletins (TSBs) is the best strategy for performing safe, efficient and proper repairs. TSBs are an especially important tool for quickly diagnosing unusual issues. In many cases the problem concerning the car in your bay may already be known and a repair procedure may have been published by the factory. Here is an example excerpted from a Toyota TSB concerning a knocking noise in some older Prius vehicles.

Prius Metallic Knock

Some Prius owners may complain of a metallic knock or clunk noise from the engine bay heard only while driving over speed bumps or rough road conditions. The engine mount assembly has been improved to prevent this condition. Applicable Models This TSB applies to vehicles produced BEFORE the Production Change Effective VINs shown. MODEL



2004 – 2008 Prius



Toyota Auto Body


* Underlined number in VIN (11th digit) represents assembly plant line code.

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Parts Information PART NUMBER




Insulator, Engine Mounting, LH



Super Long Life Coolant (SLLC)

As Needed

NOTE: The affected mount is attached to the hybrid transaxle. The part name in this service bulletin is “Insulator, Engine Mounting, LH” (left-hand). This is also referred to as “No. 3 Engine Mounting Bracket.” Required Tools & Equipment REQUIRED SSTs



00002-03100-S (Small) Safety Gloves 00002-03200-M (Medium)   (Essential SST)


00002-03300-L (Large) Warranty Information This repair is covered under the Toyota Powertrain Warranty. This warranty is in effect for 60 months or 60,000 miles, whichever occurs first, from the vehicle’s in-service date. Repair Procedure Review safety procedures in ALLDATA Repair S3000SM before beginning. After verifying that the “knock” noise is coming from the area near the hybrid transaxle replace the engine mounting insulator LH with a NEW part. 1.  Remove the inverter w/converter assembly following factory and/or industry standard approved practices. NOTE: Do NOT replace the inverter. 2.  Support the hybrid transaxle assembly by using a transmission jack. 3.  Remove and replace the engine mounting insulator LH (No. 3 Engine Mounting Bracket) (Figure 1). A. Remove the engine mounting insulator sub-assembly LH from the vehicle. B.  Remove two nuts from engine mounting insulator subassembly LH (Figure 2). C. Replace the engine mounting insulator LH with the NEW part (P/N 12372-21111) (Figure 3). D.  Tighten the 2 nuts. Torque: 47 ft lb (64 Nm, 640 kg cm) E.  Attach the engine mounting insulator sub-assembly LH on the vehicle. Torque: 59 ft lb (80 Nm, 800 kg cm) 4. Install the inverter w/converter assembly following factory and/or industry standard approved practices. August 2013 SSGM 33

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|| Tech Tip

Precision Brand Precision Engineering Precision Performance


5. Road test to verify proper operation of the vehicle. For more information on OE repair information, please visit promo/imp5tt/ NOTE: This Repair/ Service Procedure is excerpted from a Technical Service Bulletin published by the vehicle manufacturer, and is intended for use by trained, professional technicians with the knowledge, tools and equipment to do the job properly and safely. It is recommended that this procedure not be performed by “do-ityourselfers.”

New Premium Coated Brake Drums



For more information on Ceramic Plus and other ProMax products visit,..

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Dennis Shortino has over 32 years of experience as an auto technician / shop manager and nine years as an auto instructor and contract trainer. Dennis has written for Check Chart’s college level auto repair text books and ASE study guides. He’s an ASE Master & Advanced Engine Performance Technician and is certified by the California Bureau of Automotive Repair as a Master Trainer. He has been with ALLDATA for nine years as an Editor. ©2013 ALLDATA LLC. All rights reserved. All technical information, images and specifications are from ALLDATA Repair. ALLDATA is a registered trademark and ALLDATA Repair is a mark of ALLDATA LLC. All other brand names and marks are the property of their respective holders. Toyota and Prius are registered trademark names and model designations of Toyota Motor Corporation and/or Toyota Motor Sales, USA. All trademark names and model designations are being used solely for reference and application purposes.  SSGM

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Fel-Pro Oil Pan Gasket First for Hyundai, Kia Engines Engine rebuilders and automotive repair technicians who have struggled to achieve a reliable seal when re-installing the oil pans on many 2009-2012 Hyundai and Kia V6 engines now have a fast, easy solution: a new one-piece replacement gasket from Federal-Mogul’s Fel-Pro brand. This problem-solving new gasket design – available in complete oil pan and conversion sets – is among more than 100 new parts recently added to the Fel-Pro line. Approximately 250,000 3.3L and 3.8L DOHC V6 engines from Hyundai and Kia feature an RTV silicone bead, rather than a conventional gasket, along the oil pan flange surface. Applying a replacement bead and properly installing the oil pan for a leak-free seal can be exceptionally difficult in the aftermarket repair environment. The new one-piece oil pan gasket is manufactured from a die-cut highdensity fibre sheet that is fully encapsulated in a black latex rubber coating. The latex coating prevents engine oil from wicking through the gasket body to provide a long-lasting, leak-free seal. Federal-Mogul

Capacity 9,000 lbs LSS2P9CF

Capacity 6,000 lbs LSSMR6

Capacity 11,000 lbs LSS2P11CF


Capacity 9,000 lbs LSS2P9BP

North American Pump North American Motor North American Cables North American Cylinders Symmetric/Asymmetric Lifting Arms

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2300 Speers Rd. Oakville, ON., L6L 2X8 Oakville showroom open 6 days a week 8:00 - 5:00 Monday to Friday 8:00 - 12:00 Saturdays

August 2013 SSGM 35

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New Snap-on Light The Snap-on rechargeable 18 Volt LED Work Light (CTLED7850) is a versatile, high-performing light that is rechargeable, offers a flood or spot option and runs for 12 hours. The Snap-on rechargeable 18 Volt LED Work Light (CTLED7850) features: 300 lumens for a super bright output; dual-reflector system: flood or spot option (mirror reflector included); a 120-degree rotating head; and a tempered glass lens. Snap-on

Penray Plus Introduces Liquid Tune-Up The Penray Companies Inc. has introduced Penray Plus Liquid Tune-Up, a package of chemicals designed to work in harmony to restore vehicle engines to optimal performance and efficiency. Penray Plus Liquid Tune-Up is an integrated package containing specially-blended chemicals and designed as a three-step process to fortify the three key fluids in today’s vehicles – the fuel, the lubricating oil and the engine coolant. Optimizing the fuel, lubrication and cooling systems will help extract the best performance and efficiency from your engine, while offering protection for vital systems that will impact service life and resale value. Penray Companies Inc.

Over 500 numbers covering 90% of your market

Electrostatic Coating ( E-Coat ) on all non friction surfaces

Produced as per OE manufacturers standards and specifications

Contains 25% more carbon for vibration dampening

More durable / more resistant to heat and cracking / quieter

One year warranty against any manufacturing defects

Exclusive metallurgy and e-coating offers best in class rust protection

36 SSGM August 2013

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SSGM Service Station and Garage Management Service Station and Garage Management

.com .com

Automotive Automotive Internet Internet Directory Directory

Visit these companies directly at their web addresses or check out the growing list of Hot Links at Visit these directly at their addresses check out the growing ofcontact Hot Links at To find out companies how your organization can web be included inor this directory and on thelist web, To find out how your organization can be included in this directory and on the web, contact

AUTOMOTIVE ELECTRONICS Allan’s Automotive Electronics Ltd. 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. Goodyear Engineered Products Research and testing. Just two of the reasons Goodyear automotive replacement products deliver the ultimate in performance and value. NGK Spark Plugs Canada Limited 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. “We keep engines humming”

AUTOMOTIVE RECYCLERS Carcone’s Auto Recycling and Wheel Refinishing 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 Standard Auto Wreckers View Our Online Inventory @ www. standardautowreckers. com or call 416-286-8686. Experienced Shipping Department to Ensure Parts Arrive Safely.


AIR LIQUIDE CANADA INC. Your one-stop shop for all your industrial gases and welding supplies. Auto Test

Your one stop for specialized diagnostic tools and accessories. Contact;, ronbrown@, 1-800-665-8773


Bestbuy Distributors Limited Independent buying group and warehouse The Automotive distributor that allocates Aftermarket E-Learning Centre Ltd its profits to member shareholders and provides unbeatable value for independent jobbers. AAEC - BEST - Business Evaluation Support The E.R.I. Group & Training - Instructing and Coaching with the Proven Business Management Tools that Canada’s Premier Machine drives a shop’s Bottom Line, Team Culture and Shop Buying Group Marketplace Credibility.


HAND CLEANERS GOJO Industries, Inc. 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.

Check us out on Facebook and Twitter


Page #



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ACDelco . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40. . . . . . . . . .

Mitchell 1. . . . . . . . . . . . . . . . . . . . . . . . . . . 21. . . . . . . . . . . . . . . . . . . .

ALLDATA. . . . . . . . . . . . . . . . . . . . . . . . . . . . 20. . . . . . . . . . . . . . . . . . . . . . .

Monaco Group. . . . . . . . . . . . . . . . . . . . . . . 36. . . . . . . . . . . . . . . .

Auto Service Repair Week. . . . . . . . . . . . . 37. . . . . . . . . . . . . . . . . . . .

OTC Tools . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3. . . . . . . . . . . . . . . . . . . . .

BMW Group. . . . . . . . . . . . . . . . . . . . . . . . . 39. . . . . . . . . . . . . .

REDI-Sensor TPMS. . . . . . . . . . . . . . . . . . . . 32. . . . . . . . . . . . . . . . . .

Denso . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11. . . . . . . . . . . . . . oxygen-af-sensors

The Lift Super Store. . . . . . . . . . . . . . . . . . 35. . . . . . . . . . . . . . . .

Ford Motor Canada. . . . . . . . . . . . . . . . . . . . 7. . . . . . . . . . . . . . . . . . . . . . . .

Veyance Technologies . . . . . . . . . . . . . . . . . 9. . . . . . . . . . . . . . . . .

Imperial Oil . . . . . . . . . . . . . . . . . . . . . . . . . 13. . . . . . . . . . . . . . . . . . . . . . . .

VL Communications. . . . . . . . . . . . . . . . . . 23. . . . . . . . . . . . . . . . . . . . . .

Gabriel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 17. . . . . . . . . . . . . . . . . . . . .

WORLDPAC. . . . . . . . . . . . . . . . . . . . . . . . . . . 2. . . . . . . . . . . . . . . . . . . .

Liqui-Moly. . . . . . . . . . . . . . . . . . . . . . . . . . . 5. . . . . . . . . . . . . . . . . . . .

WORLDPAC. . . . . . . . . . . . . . . . . . . . . . . . . . 27. . . . . . . . . . .

38 SSGM August 2013

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ProMax Auto Parts Depot . . . . . . . . . . . . . 34. . . . . . . . . . . . . .

Valvoline Oil Canada. . . . . . . . . . . . . . . . . . 15. . . . . . . . . . . . . . . . . . . .

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Ssgm august 2013  

Service Station & Garage Management (SSGM) magazine is a monthly publication dedicated to serving the specific needs of Canadian auto servic...

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