Service Station & Garage Management Month(s) Year

SSGM Service Station and Garage Management

READ BY AUTOMOTIVE REPAIR SHOP OWNERS AND TECHNICIANS SINCE 1955 JANUARY/FEBRUARY 2013

Connecting With

Gen Y

The Connected Car Ride Control

www.ssgm.com

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It started with a spark... but it’s our entire product line that has everybody talking.

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SSGM what’s inside January/February 2013

Vol. 43 No. 1

Service Station and Garage Management

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

CONTRIBUTING WRITERS WRITER Nestor Gula, Gula Andrew Brooks, Noelle Stapinsky PUBLISHER Marc Gadbois (416) 510-6776 marc@ssgm.com SALES MANAGER Jay Armstrong (416) 510-6745 ACCOUNT MANAGER Jim Petsis (416) 510-6842 CIRCULATION MANAGER Selina Rahaman (416) 442-5600 ext 3528 srahaman@bizinfogroup.ca SUBSCRIPTION ENQUIRIES Roshni Thava (416) 442-5600 ext 3555 ART DIRECTOR Ron Taylor

See Page 18

PRODUCTION MANAGER Steve Hofmann (416) 510-6757

See Page 14

PRINT PRODUCTION MANAGER Phyllis Wright

Ride Control Smoothing out the sale. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 14

Connecting to Gen Y

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

This generation is looking for a reason to bring you their business. . . . . . . . . . . . . . . . . . . . . 18 AWARD-WINNING MAGAZINE

TACT Team Management Do you really know who your competition is . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 26

CARS OnDemand New e-workshops now available for online training subscribers . . . . . . . . . . . . . . . . . . . . . . 28

What’s Inside the Box Shop owners sound-off on what they want from parts suppliers. . . . . . . . . . . . . . . . . . . . . . . 30

Connected Car CES featured the connected future of the automobile . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 32

Departments Editorial. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 6 News. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 8 Jim’s Rant. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 22 Baywatch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 36 Internet Directory. . . . . . . . . . . . . . . . . . . . . . . . . . 38 Advertiser Index. . . . . . . . . . . . . . . . . . . . . . . . . . . 38

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

“We acknowledge the financial support of the Government of Canada through the Canada Periodical Fund (CPF) for our publishing activities.”

4 SSGM January/February 2013

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In association with CANADIAN

AUTOMOTIVE Technician

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: www.ssgm.com 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.

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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.

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Inc.

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

www.ssgm.com

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|| Tom’s Editorial

Opening the Connected Car T

By Tom Venetis, Editor

The temptation will be to make these onboard systems a closed eco-system, locking the vehicle owner to the car maker and its service operations for the life of the vehicle.

Think of it as the Apple approach to vehicle development and electronics.

he International Consumer Electronics Show (CES) seems an odd venue for major vehicle makers to make an appearance. This is a show dedicated to all things geeky and electronic, from the latest home automation devices to the newest large-screen HD televisions and Blu-ray players. How do car makers fit into all this?

Surprisingly well, in fact. Many made big announcements and showcased new onboard technologies. Toyota and Audi demonstrated self-driving cars. Others showcased the rapidly emerging ‘connected car.’ What exactly is a ‘connected car?’

It is one that will seamlessly link entertainment and news to a vehicle’s onboard display, instantly connect to the ‘Cloud’ while automating parking and collision avoidance, and giving more accurate and clear information about a vehicle’s performance and health to the driver.

Aftermarket providers also made major announcements. Delphi, for example, announced plans to release a ‘Cloud’-based Vehicle Diagnostics connectivity service with the ability for drivers to remotely control their cars and track and monitor systems from within a smartphone. The information generated will alert a vehicle owner to any problems and pre-book a service appointment, thereby strengthening the ties between the service provider and the vehicle owner.

Still, there are challenges. These connected vehicles and the efforts of the major auto makers to develop ever-more complex onboard systems — Ford and GM announced open developer platforms for the creation of specialized apps that will ‘personalize’ the driving experience — will prove a unique challenge for independents.

Last year, I wrote about how new fuel efficiency standards will change the way technicians diagnose and maintain engine technologies in the future, with the traditional wrench and screwdriver taking a backseat to computer diagnostics and software and system updates. These onboard systems will do the same. Independents will have to press aftermarket suppliers hard to find solutions to keep these systems open to non-dealership operations. The temptation will be to make these onboard systems a closed eco-system, locking the vehicle owner to the car maker and its service operations for the life of the vehicle. Think of it as the Apple approach to vehicle development and electronics.

Companies like Delphi are to be commended for taking an early lead on opening up these systems to independent service providers. Others will likely follow soon … and the aftermarket will be better for it.

What do you think?

Have your say and speak your mind! letterstotheeditor@ssgm.com 6 SSGM January/February 2013

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www.ssgm.com

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|| News Briefs Local Technician Wins Six Awards Columbia Auto Service announced that technician Mark Robotham has been nationally recognized by NAPA for his participation in NAPA Excellence Training. Mark Robotham is the first technician in Canada to have completed 60 courses in six key areas: Brakes Systems, Engine Electrical Systems, Air Conditioning, Emissions Control, Chassis, and Body Electrical.

NAPA Excellence Training is one of the leading on-line training centres for the automotive aftermarket, and it provides instant access to hundreds of technical and management training sessions on video, using the latest technologies.

Tenneco Offers Exclusive Promotions, Rewards to Members of Expert Plus Program

Tenneco has announced a comprehensive 2013 Expert Plus dealer loyalty program, including increased consumer offers and trade rewards, new point-ofsale merchandising and a full calendar of exclusive promotions that will help continuously drive new ride and emissions control sales to its members.

The Expert Plus program, created to help automotive service businesses increase their share of the undercar service market, offers consumer promotions, members-only sales incentives, attractive point-of-sale merchandising, consumer education materials, technician training rewards and many other benefits. The enrollment fee for the annual program is $99.

“Our 2013 Expert Plus program delivers the perfect combination of sales, training and merchandising tools, making it easy for our trade partners to sell premium products and increase their ride and emissions control sales and profits,” said Sheryl Bomia, North American Aftermarket programs manager, Tenneco.

The 2013 Expert Plus membership package features the Expert 8 SSGM January/February 2013

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Russ Gougeon, Ontario NAPA Autopro Coordinator, visited Columbia Auto Service to present Mark with his six plaques, and gift certificates worth $500.

Plus “Preferred Customer” rebate book: a unique rebate coupon book that allows service professionals to extend promotional offers on Tenneco products outside of the standard promotional periods. During 2013, the mailin rebates include valuable offers for premium ride and emissions control products.

The Expert Plus merchandising package also includes an attractive, eyecatching Monroe digital wall-mount LED clock; a pair of Monroe and Walker educational booklets; full-color Monroe appointment calendar and other key shop point-of-sale materials plus increased reward opportunities for the year.

The loyalty program features a variety of additional business-building tools like listings on the online Dealer Locators for Monroe and Walker, tech support and member-only access to the updated, resource-filled Expert Plus website.

For more information concerning the Expert Plus program from Tenneco or to join, contact a Tenneco parts provider, call Expert Plus headquarters at 800-603-6834 (US) or 1-800531-7814 (Canada) or visit http://www.monroe.com/ service-professionals/Expert-Plus.

Cardone Mourns Passing of Gordon A. Ulsh

Gordon A. Ulsh, 66, a resident of Johns Creek, Georgia, died suddenly on February 1, 2013.

From his first job sorting soda bottles and vegetables in a neighborhood grocery store in Indiana, Mr. Ulsh forged a successful and storied career, serving more than 40 years in automotive and industrial markets. From April 2005 until his retirement in July 2010, he served as president, chief executive officer and a director of Exide Technologies. Headquartered in Milton, Georgia, Exide is a global leader in stored electrical-energy solutions for industrial and transportation applications. His tenure was characterized by growth and stability — chiefly as a result of his steady leadership during a tumultuous economic period. Mr. Ulsh was known for his approachability, charisma and larger-than-life personality.

From 2001 until March 2005, Mr. Ulsh was chairman, president and chief executive officer of FleetPride Inc., the a large independent aftermarket distributor of heavy-duty truck parts. Prior to joining FleetPride, he worked with Ripplewood Equity Partners, providing analysis of automotive industry segments for investment opportunities. He served as president and chief operating officer of Federal-Mogul Corporation in 1999 and also as head of the company’s Worldwide Aftermarket Division in 1998. Prior to Federal-Mogul, he held a number of leadership positions with Cooper Industries Inc., including executive vice-president of the automotive products segment. Mr. Ulsh joined Cooper’s Wagner Brake and Lighting division in 1983 following 16 years in manufacturing and engineering management at Ford Motor Company. He graduated from Butler University in Indianapolis, Indiana with a degree in liberal arts.

At the time of his death, Mr. Ulsh was lead director of the Philadelphiabased Cardone Industries Board and a director of OM Group Inc., in Cleveland, Ohio.

He also served as a U.S. Advisory Board member of Alexander Proudfoot. www.ssgm.com

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13-02-13 6:59 AM

|| News Briefs Statement by Honda Canada Regarding Driver Airbag Rivet Recall: 2009-2013 Honda Pilot and 2011-2013 Honda Odyssey

Honda will voluntarily recall approximately 29,000 units of model-year 2009-2013 Pilot and 2011-2013 Odyssey vehicles in Canada to inspect and, if necessary, replace the driver’s airbag.

The driver’s airbag in these vehicles potentially were assembled without some of the rivets that secure the airbag’s plastic cover. If the rivets are missing, the airbag may not deploy properly, increasing the risk of injury in a crash. No crashes or injuries have been reported related to this issue.

Honda is announcing this recall to encourage owners of all affected vehicles to take their vehicles to an authorized dealer as soon as they receive notification of this recall from Honda.

Mailed notification to customers will begin in mid-February, 2013. In addition to contacting customers by mail, starting January 18, owners of these vehicles will be able to determine if their vehicles require repair by going to www.honda.ca/recalls or by contacting Honda Canada Customer Relations at 1-888-9HONDA9.

Identifix Grows Subscriber Base

Identifix Inc. announced three significant milestones for the company’s online tool, Direct-Hit. Maintaining its position as a repair shop necessity, Direct-Hit has exceeded 35,000 subscribers, with the number of vehicle look-ups reaching 15 million per year.

These numbers are up from 25,000 subscribers with 12 million look-ups in 2010. In addition, Identifix reports that the number of Hotline Archives has reached 525,000, which represent a 25,000 increase in Hotline Archives over the past six months alone.

“These new milestones are a result of technicians’ ongoing need for diagnostic and repair information and the value they see in not only what DirectHit delivers, but the speed at which we make it available,” said Jeff Sweet, resident at Identifix. “We never stop listening to our customers, whether they’re telling us what fixed the vehicle they looked up, or letting us know what we 10 SSGM January/February 2013

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Identifix Adds Volkswagen, Audi, Hyundai to Direct-Hit Identifix has added Volkswagen, Audi and Hyundai service & repair information to its online tool Direct-Hit. Delivering information that comes straight from the factory, DirectHit allows professional technicians to diagnose and repair vehicles with greater speed, accuracy and confidence from a single online tool.

“Direct-Hit is now the only site that combines the time-saving power of over 550,000 experience-based, short-cut test and confirmed fix procedures with service information from eight OEMs, totaling more than 25 vehicle makes,” said Jeff Sweet, president of Identifix. “This latest enhancement illustrates our continued commitment to helping automotive repair professionals determine what’s wrong with a specific vehicle and the best way to fix it.”

Identifix customers have embraced the addition of the three vehicle mancan do better. Our customers’ feedback enables us to enhance our online tool with relevant content for our current subscribers, which also helps to attract new customers that want to be more productive.”

Direct-Hit delivers diagnostic and repair information faster than any other online system by eliminating the frustration of time-consuming factory flowcharts with short-cut tests and confirmed fix procedures created from over 3.8 million calls to the Identifix Repair Hotline. Collected from over 100,000 technicians in the field, these fixes are validated by the company’s staff of over 45 ASE Master L1 Carline Specialists.

VL Communications Appoints Guillaume Simon as Business Solutions Consultant

VL Communications Inc. announced the appointment of Guillaume Simon as business solutions consultant. This decision asserts the importance that VL grants to its Canadian market development.

Mr. Simon will continue to support the company’s strategy and ensure its

ufacturers, quickly liking the post announcing the news on the company’s Facebook page and personally writing Identifix to express their enthusiasm.

“When I opened my Identifix program this morning, I was delighted to see the additional information now available to me for OEM,” wrote an Identifix customer from Alberta, in an unsolicited email to his service representative.

“Identifix will now be my one stop-shop for vehicle information,” he added. growth in the automotive aftermarket sector by providing state-of-the-art business solutions at the leading edge of new information technologies.

Auto-Camping Ltd. is Fit for the Future

Auto-Camping Ltd.’s announced that its product management group identified 2,320 new parts during the past 12 months as valuable additions to their program.

Applications in various segments like braking, cooling, fuel system, lubricants, steering, suspension, transmission and shop equipment among others were added.

During the last year, Auto-Camping also introduced two additional OE suppliers and five additional aftermarket suppliers to their customers.

Snap-on Business Solutions Signs Global Data Access Agreement with Mobis, Korea

Snap-on Business Solutions (SBS), a division of Snap-on Incorporated, announced a global Data Access Agreement has been signed with Mobis, Korea. Snap-on Business Solutions is www.ssgm.com

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e c n a m r o f r e y P n a m r e G n i made

ear y h t 0 4 r you n o ard w m r o o r f t l g A n i o ns t look o i e t r a a l u e t s! a W s r e . c y c r u a s Cong s r d nive h an n t a w y o r n g a f p o com ars e y e r o m to many

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|| News Briefs a global leader in publishing Electronic Parts Catalogs for Original Equipment Manufacturers and their dealerships around the world.

Korean-based Mobis, a Hyundai Motor Group affiliate, is the main auto parts supplier for all models of Hyundai and Kia vehicles produced worldwide. The signing of the new Data Access Agreement gives SBS access to global data sets, enabling Snap-on to provide Electronic Parts Catalog (EPC) solutions to Hyundai and Kia distributors across the world.

Prior to signing the agreement, Snap-on Business Solutions worked with Mobis to provide EPC products to Hyundai and Kia dealerships within

the United States.

“Snap-on Business Solutions is pleased to commence this global partnership with Mobis to help their distribution channels sell parts and service vehicles more effectively. We look forward to offering Kia and Hyundai distributors around the world the leading parts information solution,” said Tim Chambers, president, Snap-on Business Solutions.

Ideal Supply Appoints Dan Clark As Sales Manager

Ideal Supply Company Ltd. announced the appointment of Dan Clark as sales manager, Automotive Division. Dan has worked in the automotive market

his entire career with companies such as Fram, Specialty Sales and Marketing and most recently NAPA Autoparts as the assistant sales manager for Ontario.

Dan will be responsible for developing and overseeing key business growth strategies for the Automotive Division, cultivating essential long-term partnerships with vendors, account managers, branches and automotive clients.

Dan’s extensive market knowledge and exceptional relationship-building skills are vital components for Ideal Supply’s continued, successful service to the automotive industry. Dan can be contacted at dclark@idealsupply.com more news on page 24

Liqui Moly Experiences Strong Canadian Growth The German motor oil and additive specialist Liqui Moly looks back at strong growth in Canada. In 2012, the company exceeded its previous year’s turnover by 50 per cent.

“This just goes to show how Canadian car owners increasingly appreciate quality ‘made in Germany,’”stated Manfred Fischer export area manager responsible for Canada at Liqui Moly.

Liqui Moly said its success is based on a number of factors. One is the high quality of its products. Motor oils from Liqui Moly have been officially approved by most major automobile manufacturers. Another factor is the company’s innovative products for workshops. The next factor is the way Liqui Moly bundles these products into concepts.

“We want to do more than just market motor oils and additives; we want to offer everything workshops need to use and sell them. This includes help with technical problems,” added Manfred Fischer. He is convinced that Liqui Moly’s success will continue this year: “We will just have to wait and see if it’s enough for 50 per cent again this year. But the initial figures for 2013 make us hopeful and we have a number of new products in the drawer.”

Liqui Moly’s worldwide corporate turnover increased by 17 per cent 12 SSGM January/February 2013

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to 533 million dollars (400 million euros) last year. One milestone was the dedication of the new tank storage facilities. This investment of nearly 11 million dollars (eight million euros) was the largest in the history of the corporate group to date “Without the tank storage facilities, further growth would not be possible to the desired extent,” stated Ernst Prost, Liqui Moly’s managing partner. “This was the only way for production to keep up with our rapid growth. The ten storage tanks offer space for a total of 18,000 cubic meters of basic material.”

The growth in the export sector indicates the high demand for large

quantities of raw material. In comparison to 2011 turnover increased by 26 per cent. This trend is anticipated to continue, because Ernst Prost sees enormous potential here: “We sell our products in nearly 110 countries.”

In the saturated home market in Germany, Liqui Moly finds itself confronted with a completely different type of competition: Growth exclusively by squeezing out competitors.

Thus the business manager considers the ten per cent increase in turnover in comparison to the previous year to be a major success. “Our great advantage is our large sales team with direct contact to our customers,” emphasized Prost. www.ssgm.com

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|| Ride Control

Smooth

Moves

Informing customers today about ride control performance and safety issues will create a sale tomorrow

By Noelle Stapinsky

H

ave you ever taken a hard look at scrapped vehicles at your local automotive recycler? Dave Cerveny, senior technical trainer for Affinia Global Chassis has and he says that too often the vehicles still have the original factory struts. “It’s an out of sight out of mind sort of thing, but those struts should have been replaced many kilometres ago.” In fact, most OE specifications recommend that shocks and struts should be replaced after 80,000 km.

Since most vehicles have two to three owners throughout their lifespan, it’s astounding how many end up at a recycler with original parts. In terms of shocks and struts, after 80,000 km the first stage valving has moved about 75 million times and it starts to fatigue.

The key to harnessing the missed opportunities in selling ride control replacement parts is through educating the customer.

Many vehicle owners don’t understand that shocks and struts wear over time. The symptoms are subtle and unfortunately drivers just get used to a bumpy ride. What technicians need to educate their customers on is that it’s much more than having a smooth ride — worn shocks and struts create a huge safety issue with the steering and braking systems and tires.

“Brake efficiency can be reduced by as much as 23 per cent with half worn shocks or struts,” says Mac McGovern, director of marketing and training for KYB Americas Corp. “If the body is unstable all of those systems are affected. The shocks and struts are the glue that keep them all working.”

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To diagnose ride control or other suspension issues, Cerveny says, “Go back to basics. I can’t stress enough the importance of inspecting a vehicle in its natural state, meaning on the ground or on a drive rack. A lot of techs would have the vehicle up in the air. All of the suspension parts would be hanging down, creating stress and changing the geometry.”

A simple road test can be conducted in the service station parking lot. KYB offers a system called “Stop, Squat and Roll” to help techs identify ride control issues.

For example, driving at a speed of seven or eight kilometres, make an abrupt stop. If the vehicle shows signs of brake dive — front end goes down as the back end rises — it means that the shocks and struts are allowing excessive weight transfer from the rear to the front of the vehicle.

Monroe Shocks and Struts, manu-

factured by Tenneco, offers a similar test drive check list called the Safety Triangle — steering, stopping and stability. “Brake dive is one of the reasons why worn shocks and struts can increase a vehicle’s stopping distance,” says Bill Dennie, director of ride control channel management for Monroe.

“If the front end lifts when accelerating from a stop, it’s called acceleration squat and is also a sign of excessive weight transfer.”

To check the overall vehicle stability, McGovern suggests moving the steering wheel from left to right and back to center quickly. This will show how responsive the steering is and if there is too much body roll.

Documenting each inspection will also help the service manager or technician better communicate issues or potential issues to the customer to help

The Monroe Quick-Strut unit is a complete, ready-to-install replacement strut assembly which includes all the components required for strut replacement in a single, fully-assembled unit. www.ssgm.com

13-02-13 7:02 AM

Ride Control ||

them m a k e an informed decision. “If you explain it all to the customer and they say, ‘You’re crazy’ or ‘I don’t have the money for that repair,’ what do you think happens on their drive home?” says McGovern. “Now that they are aware of it and sensitized to it, they’ll notice it.

When information is given to the customer properly the percentage of capturing the sale is far greater on the return visit.”

Certainly, if there were a mechanical or suspension issue with a vehicle 20 years ago, the driver would definitely notice. However, today’s vehicles employ an array of high tech sensors and computer controls, which dampen the once obvious symptoms of component failure — vehicles coming off the assembly line now feature innovative technologies such as steering wheel angle sensors for drift compensation.

What’s rolling into service station bays today, are those vehicles that were built after 2000 with electronic stability control (ESC), anti-lock braking systems (ABS) and traction control. With such systems it’s essential that technicians choose the right replacement parts to keep the vehicle operating within the OE design parameters.

“When choosing shocks or struts, it makes no sense to select a product that’s not capable of doing what the vehicle is designed to do. The sensors in the vehicle allow the system to understand when a vehicle is losing control. It will apply the brakes individually, slow the engine speed, etc. to regain control [for the driver],” explains McGovern.

“If you put behaviour changing components on the vehicle, the system is

Each Gabriel ReadyMount strut comes pre-assembled with the upper strut mount, strut bumper, strut boot, coil spring, spring seat and features the company’s G-Force Technology. www.ssgm.com

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Need a shock or strut?

Monroe’s got an app for that

Monroe recently launched a free mobile app that allows technicians to search Monroe ride control parts for any passenger vehicle.

Available for iPhone, iPad, Blackberry and Android devices, this user-friendly search tool displays images of the parts, all the features and benefits, and by using the mobile devices GPS technology or by simply entering a postal code; the user can locate the nearest Monroe dealer. going to work differently and it will be harder for it to maintain control of the vehicle.”

One installer told KYB that he had replaced struts on a vehicle but didn’t install the right ones because they weren’t available at the time of repair, so he just got ones that would fit.

“The customer discovered that while rounding curves at highway speeds the cruise control would disengage. The onboard electronics in the vehicle knows when you’ve put on incorrect or substandard components and the motor suffers as a result,” says McGovern.

Indeed, choosing a ride control replacement part that meets the vehicle’s design specifications is vital not only for the passenger’s safety but also to increase the longevity of the vehicle.

Loaded struts and complete assemblies are the hottest items on the market today and aftermarket suppliers offer a variety of products for full coverage of domestic and foreign nameplates. The benefit of using a complete assembly is two-fold – installation times are shorter and the customer gets all new parts.

McGovern says that about 85 per cent of vehicles today have twin tube shock or strut designs. The most common KYB OE replacement shock or strut is its GR-2/Excel-G twin tube design.

Monroe’s OESpectrum line features a Twin Technology Active Control system that, according to Dennie, is engineered specifically to filter out January/February 2013 SSGM 15

13-02-13 7:02 AM

|| Ride Control noise, vibration and harshness (NVH), which are common issues in passenger vehicles with lighter-weight suspension system and low-profile tires. “Drivers love that fingertip control but wish they had something to reduce the related NVH,” says Dennie.

But keep in mind, even if the right part is installed, component failure can affect many other aspects of the vehicle’s performance.

Much like the song Dem Bones — the leg bone’s connected to the knee bone — if issues with the shocks or struts are identified, Cerveny advises techs to check the suspension system, steering, brakes and tires. “If the shocks or struts are worn, that could be destroying the tires. If there’s a problem with the steering and suspension, you should be checking the brakes. A piston rod on the strut can be bent if the car bounces off a curb. Stabilizer legs can get worn out, creating body roll. And even the bushings can become mushy, having a huge affect on the handling

of the vehicle. A good technician will check all components in the vehicle.”

The most important element for the safety of drivers on the road today is keeping the tires on the road. By understanding the relationship between steering, braking and tires, and what it takes to keep them all within the

Get to the REPAIR faster!

OE designed parameters will increase vehicle safety while helping technicians land more ride control sales.

Plus, having the ability to properly inform customers of the importance of such repairs, McGovern says, “it’s no longer a matter of opinion or cost, it’s a matter of fact.”

SSGM

When so much information is available, it’s ALL about the search.

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www.alldata.ca | 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

16 SSGM January/February 2013

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www.ssgm.com

13-02-13 7:03 AM

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13-02-13 7:03 AM

|| Connecting to Gen Y

Generation

“Why?” The “Millennials” are looking for good reasons to bring you their business

By Andrew Brooks

T

he research is in. Generation Y, also known as the Millennials, are financially constrained and thus less likely to take on the expense of car ownership. They’re well connected online and through social media, very information-oriented, and aware of the importance of getting value for money.

They do lots of research online before they even come in with a problem, finding out whatever they can about what needs to be done to their car —

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and scoping out service operations and prices in detail.

They don’t sound like an ideal target demographic for the automotive aftermarket. In fact, there’s a lot of potential new business out there for shops who are prepared to make changes now to the way they’ve done business in the past.

That at least is the view of Bob Greenwood, president of the Automotive Aftermarket E-Learning Centre.

“There’s more opportunity in the aftermarket right now than I’ve seen in the last ten years,” he says. “But shops have to understand how the market is evolving and have the self-discipline to change how they do business.”

One major factor in the change that Greenwood is talking about is the anticipated arrival of telematics in the aftermarket in the fall of this year.

This development plays right to one of the major differentiators of Generation www.ssgm.com

13-02-13 7:05 AM

Connecting to Gen Y || Y — their ready grasp of any kind of technology that keeps them connected.

The advent of telematics in the aftermarket is part of a larger shift in the overall aftermarket service model — the move from the preventive maintenance approach to a service-on-need paradigm. “This is a complete change in how things are done,” Greenwood says.

“Onboard telematics are now informing the car owner and the shop at the same time when service is required, so the service-on-need model is now becoming a reality.”

Greenwood says this shift will bring more change to the market in the next three years than has occurred over the previous five — and the last five years haven’t exactly been calm, quiet ones in the aftermarket.

Telematics not only addresses the love Millennials have for technology.

By making service easier to target, telematics technology will enable them to keep older cars on the road longer; and it’s already been noted that with their restricted incomes, Millennials have shown far less inclination that previous generations to jump into new car ownership.

They also have what could be called a “fleet mentality,” says Jim Dykstra, CEO of Dykstra’s Auto Service in Grand Rapids, Michigan. “They aren’t showy. They want something that will get them from A to B efficiently, and they don’t care as much about appearance, make and model as previous generations did,” he says. He’s observed

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that a few customers from this demographic do demonstrate a strong brand preference, but their numbers aren’t large from what he’s seen.

Due diligence

For Dykstra, the big difference that shop owners should bear in mind is the degree of preparation Generation Y customers bring to a service transaction, and a correspondingly high level of expectations. They do a lot of research online before coming in, not only to find what looks like the best shop, but to delve a little more closely into what needs to be done to their vehicle — and what an appropriate cost should be. They’re willing to pay for good service — but the operation offering the work had better know its business.

“As customers, this generation isn’t quite as faithful as the older generations have been,” Dykstra says. “Many of them have moved from where they grew up, so they don’t have the old family shop on the corner to service them.”

In fact, Dykstra has come to feel that this new market segment may actually be averse to the old corner-shop model in the first place. “They want to see the signs of professionalism when they come into the shop. They want to see that you’re serious, that you’ve invested in the technology and training needed to do the work,” he says.

Dykstra acknowledges the importance of engaging this new demographic through websites, Facebook pages, Twitter accounts and via mobile apps, but he’s not one to push for spending huge amounts on these channels. “We have a good website and I will say it’s important to update it and keep it fresh if you want people to go there, but it’s not the driving factor for us,” he says.

Keeping content new is a good way to keep your website closer to the top of the search rankings, he says — and it sure beats the alternative of going out and paying a web service provider to get you a higher ranking. It’s also good to have a Facebook page and likewise keep the content fresh, he adds, “but I wouldn’t spend a lot of time and money on it.”

In an online age, sometimes the tangibles still count for something extra. Dykstra says he’s gotten a good January/February 2013 SSGM 19

13-02-13 7:05 AM

|| Connecting to Gen Y response to having loaner vehicles on hand when a Generation Y customer’s car has to stay in the shop for more than a few hours, as these customers do not tolerate inconvenience well.

“These are fairly value-oriented customers,” says David Portalatin, director of industry analysis for NPD Group.

“They’re not necessarily about getting the absolute lowest price, but they want to feel they’re getting a good deal for their money. Their definition of ‘value’ might well have more to do with keeping a ten-year-old car going — this might be a ‘value’ to them.”

In Portalatin’s research, he’s found some things about Generation Y that go against the conventional notion that this demographic don’t want to go under the hood. “There are a lot of people in this segment who are looking for ways to DIY — not necessarily the kind of skill that they grew up with,” he says. “In our latest research, they overindex for saying that they plan to try at

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least some DIY work on their vehicle in the coming year. In fact they’re almost 40 per cent more likely to.”

Portalatin concludes by saying that

the automotive aftermarket so far has done a less than stellar job in reaching out to these new customers. “We’ve done a poor job with Generation Y,” he says. The aftermarket doesn’t pay enough attention to the channels where these new arrivals can be reached, and has been behind in understanding the technological changes that are taking place within the vehicles themselves, he says.

“I’m shocked at the fact that the aftermarket isn’t even talking about telematics and what that brings to the table,” he says. “Shops that don’t get on board now will lose customers, and when they do they’ll probably think they lost out on price — but that isn’t the problem at all.”

The key is understanding how these new attitudes differ from those of other customers, and then making the necessary changes in one’s thinking. There’s opportunity out there — but the market is changing fast.

SSGM

www.ssgm.com

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13-02-13 7:06 AM

|| Jim’s Rant

E

By Jim Anderton, Technical Editor

The moral of this story?

Flush the power steering system regularly, and if installing a reman unit, clean remote reservoirs and check for plugged screens.

A rookie mistake

ver change the wrong part? I did recently and while embarrassing, it pointed out a pitfall of experience … mainly that you can’t always trust it. The under hood noise from my long-suffering F-150 had increased in volume and it was clear that something had to be done if I wanted to avoid issues mid-winter. It was clearly coming from the accessory drive and with the recent change of alternator, idler, tensioner and belt, the hunt logically moved to the water pump. On this vehicle, that’s not a big issue, and besides, it was the oldest engine accessory, with some 200,000 kilometers on it. Of course it’s the water pump! Good thing it’s a fast and easy change, because the noise was still there after the “re-and-re.”

A little belt dressing cured the noise for about a minute, but it came back, louder than ever. Louder? It actually makes sense. The noise is caused by belt slippage, so the dressing, which increases friction between belt and pulley, eliminating the noise. It’s a Band-Aid temporary fix if there’s a weak tensioner, but with modern serpentine systems you’re usually going to just change belt and tensioner. So why would the noise get louder? Because the accessory that’s causing the slippage in the first place is dragging the belt, and if the resistance of its pulley to the motion is strong enough, the dressed belt will just squeal more as its added friction can’t overcome the pulley’s resistance to rotation.

What happened? Basically, I relied on my knowledge of the vehicle to deduce that the oldest part on the engine dress just had to be the cause … except it wasn’t.

The culprit was the power steering pump, which showed none of the usual symptoms of going bad. Power assist was still smooth and progressive with no hesitation or tight spots and full function at all engine speeds, including idle. As is often the case, however, I hadn’t looked at it in years, mainly because the system didn’t leak and the fluid looked a healthy red colour. A quick poke with the stethoscope confirmed the trouble, but the clincher was the fluid itself. A small amount drawn off the reservoir was red all right, but smelled burnt, like bad transmission fluid.

If this was ATF I’d expect a transmission rebuild on the acrid stench alone. The power steering system is, of course, a hydraulic system, like brakes and automatic transmission; but like so many consumers, I had never flushed it or changed the fluid. At closer examination, the reason is that previous high-mileage cars and light trucks I’ve owned always leaked a little fluid, which meant occasional topping up, and effective fluid change every three or four years. My modern F-150 was tight as a drum, so the old, bad fluid was trapped in there forever. On closer examination, sludge was restricting fluid flow from remote reservoir to the pump, causing oil starvation and probably cavitation, foaming the oil that does reach the vanes. That might be noticeable in an integral tank design like the venerable Saginaw unit, but the remote tank hides the effect. The moral of this story? Flush the power steering system regularly, and if installing a reman unit, clean remote reservoirs and check for plugged screens. Even better, install a remote filter in the low-pressure return line. Power steering has become so good, it’s no longer front of mind for routine maintenance … but it should be.

What do you think? Have your say and speak your mind! letterstotheeditor@ssgm.com 22 SSGM January/February 2013

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13-02-13 7:07 AM

2000

1965

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

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

1866

Dr. John Ellis invents motor oil

1939

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

1996

Valvoline launches DuraBlend™, the first synthetic blend motor oil

2012

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

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

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

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13-02-13 7:07 AM

|| News Briefs ACDelco Announces Total Service Support Program (TSS) Name Change, Enhancements

The ACDelco TSS Program is one of the largest and most robust loyalty programs in the country. And now it is getting even better. For 2013 ACDelco will be re-energizing the program with a new name, adjusting the rewards program to make shopping even easier, and adding new program benefits to allow even more support for program members.

For 2013, the longstanding ACDelco Total Service Support Program will be renamed the ACDelco Professional Service Centre (PSC) program. This name change better reflects the positive and professional nature of our key independent repair facility members.

As part of this enhancement, the lucrative rewards program has been upgraded to a new Visa Rewards card. Members can earn valuable Visa reward dollars each month. Also, to support difficult vehicle drivability and other diagnostic issues, members can now receive a discount on the Identifix “Direct Hit” online service. This monthly discount is in addition to the deep discounts members receive for the existing live Technical Assistance Centre.

The ACDelco PSC Program has a long list of valuable benefits which are some of the best tools available to repair facilities in the industry to help make them successful.

ACDelco also offers the companion ACDelco Automotive Care Experts (ACE) Program as another loyalty program option for Canadian Independent Service Centres.

For more information on the ACDelco PSC or ACDelco ACE Program, contact the ACDelco Info-Line at 1-800-263-3526 or visit www.TechConnectCanada.com to register.

mergers and acquisitions in Canada and the United States for Marx Group Advisors and become a member of the firm’s Advisory Board.

Datt is the former president of the Automotive Industries Association of Canada (AIA). Upon his retirement from AIA in 2007, Datt formed R D & Associates Inc. located in Oakville, Ontario. In addition to his role as an AIA employee, Datt served for many years as a volunteer leader with the association becoming chairman of the board in 1989. In 1997, Datt received AIA’s Distinguished Service Award recognizing his contribution to the aftermarket and the community.

“Ray will bring to us extensive knowledge of our industry, particularly in the Canadian aftermarket,” said Tom Marx, CEO, Marx Group Advisors. “We are pleased to have this well respected and experienced industry leader join our team.”

Datt spent many years in leadership at Wells Manufacturing Canada, first as vice-president of sales and marketing and later as president and CEO. His aftermarket career also included employment with GE Canada and Purolator Products.

Paul Cooperstein, president of Marx Group Advisors, highlighted, “The Advisory Board of Marx Group Advisors plays a critical role within the organization, providing strategy and relationships within the aftermarket industry network. We are grateful for the contributions that all of our advisory board members make to the success of our clients’ objectives.”

Marx Group Advisors assists automotive, commercial vehicle and heavy duty aftermarket companies with strategic consulting services for mergers, acquisitions and divestitures, as well as with capital formation for private equity placements.

Ray Datt Joins Marx Group Advisors as Vice-President

Marx Group Advisors announced that Ray Datt has joined the firm as vice-president. In addition to continuing as president of R D & Associates, a strategic and business planning company, he will serve as a consultant for

Frequent our web site for more up-to-date news www.ssgm.com

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24 SSGM January/February 2013

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S H O C KS & S T R U T S

1/18/13 8:45 AM

13-02-13 6:56 AM

News Briefs || Gabriel Now Directly Distributes to HD Aftermarket Suppliers and Distributors The Original Gabriel (Ride Control, LLC), is now distributing its Fleetline and GasSLX products directly to heavy-duty (HD) aftermarket suppliers and distributors.

The company has competitive pricing and product programs in place that provide new opportunities for Gabriel HD customers to grow sales.

The company believes in supplying its customers with the finest quality and service available.

“Serving the HD aftermarket directly has been our goal for some time. HD customers will receive excellent service through Gabriel’s long-established distribution system and know-how,” said Lisa Bahash, president and CEO, Gabriel (Ride Control LLC).

“We especially welcome direct interaction with our heavy-duty aftermarket customers.”

The Gabriel HD lineup includes Fleetline 83000 series shocks for class 3-6 vehicles, Fleetline 85000 series for class 6-8 trucks, buses and trailers,

Fleetline cab shocks, and GasSLX, an adjustable shock for class 7-8 trucks and buses. more news on page 35

MARCH 17th, 2013

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13-02-13 6:56 AM

|| TACT Team Management

Who or what is your competition?

By Murray Voth, TACT

A

business textbook definition of competition would probably say the shop down the street from you or the big box store or the new car dealer or the fast lube shop is your competition. There is a perception by many shops that all of us are competing for a limited pool of customers with a limited amount of money, so we end up like so many industries, competing on price only and racing to the bottom.

What we need to realize is that our real competition is WestJet, Air Canada, golf and hunting stores, furniture, clothing and jewelry stores. I believe that many people in business think of most of their customers as having static amounts of money, some people have a lot and some people have little.

The reality is that even with the high level of consumer debt in Canada, the average consumer has cash flow. Every couple of weeks they get a paycheck, they pay their mortgage or rent, food and clothes, the minimum payment on their credit cards and the rest of their bills. If they are lucky or good with their money, they will usually have a small amount of money left over for discretionary spending. If we are lucky or have attracted the right customers, some of them may have already set money aside for the repairs and maintenance of their vehicles. These folks understand the value looking after their vehicles and are fairly easy to deal with.

But that is not usually the case.

Competing for Customer Dollars

It is not so much that we are competing with WestJet or Cabela’s, but we are competing with them for our client’s money. Once a Canadian family has spent the majority of their money on necessities, or perceived necessities, they will choose to spend the discretionary money where they feel they want to or where they see the most 26 SSGM January/February 2013

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value. So the question I have for you: is it more important for a consumer to look after their car or to buy a new set of golf clubs?

Their car is what takes them to and from work; it is what takes them to and from their children’s school, their parent old folk’s home. If it is not safe and reliable, they won’t be able to lead the lives they want. The real question is how affordable is reliable and safe transportation? In my last article, I mentioned how you can save the consumer thousands of dollars a year by maintaining their car for 10 years past their car payments. But I need to give you more details on how this is carried out well.

Many shop owners and service advisors, when presented with a report from a technician on the recommendation of a particular service or repair, only make a note in the comment box of the customers invoice.

I don’t have any statistics on this, but I think we all know that most customers don’t read the comment box. Why are we uncomfortable with telling a client that their vehicle needs a particular service? Is it that we don’t want to be perceived as pushy sales people?

Do we not truly believe that the service is required? It is important to realize at this moment, that if we focus on maintenance as a way for us to make money, most customers will sense that and ignore you.

If we truly believe that maintenance is important and will save the client money in the long run, they will sense your concern for their well being and say yes. We should be able to explain in clear terms what the features and benefits of a particular service are and when it is needed. When we communicate to the client with conviction and confidence about the needs of their car, they will figure out the money they need, especially if we practice booking

their next appointment in the future in such a way that they can be in control of their time and money.

Going Beyond the Comment Box

So here is how we compete for our client’s money. Imagine a customer in your shop on June 27th. They are in for a routine maintenance service and an exhaust repair. Your technician identifies that the vehicle is due for a transmission service, and that service will cost approximately $200. If it is not brought to the customer’s attention in a professional fashion and is only noted on the bottom of the invoice, chances are that service will not get done. A week later, the customer goes on holidays for a golfing trip. During their first golf game they break their driver and it’s off to the golf store to buy the latest “Big Bertha” driver. There goes the $200 dollars. Now if the customer had understood how important that transmission service was, he would have probably had it done before he went on holidays. If the club had broken later on, he would have probably made due with buying a used one and would not have held that against you because he understands that he has a transmission that will last a lot longer.

After his holidays the customer goes on a long road trip for his sales job, he puts a lot of kilometers on his car and decides to pull into a fast lube shop for an oil change. The fast lube shop sells him the transmission flush as well and your opportunity for that service is lost forever.

We cannot force anyone to spend money at our shop. But I believe we can have them want to because of how well we inform them of the condition of their vehicle and of the value of keeping this vehicle for a long time. www.ssgm.com

13-02-13 7:08 AM

TACT Team Management || In 2009, J.D. Power and Associates reported that 88 per cent of vehicle owners want to know everything their car needs at the time of service. That does not mean that they want to get all the work done that day, but they want to know. Our challenge is that we don’t know how to inform them about the complete condition of their car today without feeling and sounding like a high-pressure sales person.

What to Focus On

The first step is for you whole team to have a focus on saving the customer time and money, your goal should be to provide safe, reliable and economical transportation. Approaching things with that attitude means that you have the customer’s best interest at heart and they will sense that. When you tell them about the complete condition of their car today, they will understand that it is information, not a sale, and that you will help them plan these expenses.

The second step is to have a good

inspection process in place. They should range from small complimentary inspections, inspections that are packaged with maintenance services, and full comprehensive inspections.

When a customer drops off their vehicle you should show them the actual inspection form that you will be using that day. That way they are connected to the process. You will tell that you are inspecting the vehicle, but that unless it is a safety concern, you will work with them to book their next appointment in order that they can budget their finances and when they can be without the car again. Once you call them back during the day to inform them of the progress of the vehicle you will let them know the results of the inspection. In this case you will have estimates ready for the most urgent work required, but if it is not a safety item, you again will assure them that this can be booked down the road. At the end of the day when you are reviewing their final invoice you will review the inspection results with them and create a plan

to get the work done. At that point it becomes deferred work, not declined.

The third step is to have a system in place to track this deferred work and always keep the client informed as to the most urgent services that need to be performed. Eventually as the vehicle is “caught up” their annual expenses to run this vehicle actually go down, on top of the fact that they don’t have car payments anymore. I believe that this process is the best way to become a shop that informs and educates their clients rather than sells car parts. This way the client gets a complete picture of their vehicle every time with out feeling like they have to spend all the money.

And most importantly they will feel like they have a safe and reliable vehicle and not be thinking about whether they need to replace it or not. They know that what needs to be done is done and what needs to be done in the future is planned for. Talk about peace of mind. If you sell anything, that is what you should be selling.

SSGM

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Advance PROShop Manager Modules – Full day topic specific sessions designed to allow you to get answers to your own shop challenges.

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13-02-13 7:09 AM

|| CARS OnDemand

CARS OnDemand Launching Online Business Skills Workshops An exciting, value-packed series of e-workshops is now available to

By Julie Black CARS OnDemand online training subscribers.

“T

hese Business Skills online workshops were developed after our 2009 labour market study, Performance Driven, part of which focused on skills gaps and training needs,” explains Jennifer Steeves, CARS Council president. “The data showed that shop owners can underestimate their own need for training and updating skills, and they don’t always have time to consider the impact new skills and a fresh perspective would have on their operation.

“This project supports and strengthens our industry by increasing Owner/Operators’ participation in training that directly impacts their bottom line. Shop owners were an integral part of the program development ensuring that the training reflects their ‘real world’ environment and provides relevant skills upgrading opportunities. Following the pilot workshops, operations’ data was tracked and the owners could see the positive results. Data showed that, over the three months post-workshops, participants increased their

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total sales by an average of up to $25,000.”

The development of the training modules started with two-part pilot sessions. Held in March and June 2012, in Montreal, Ottawa and Toronto, sixteen owner/operators and managers participated and contributed their expertise. The content focused on bay staff productivity, profit improvement and employee training. Participants worked to answer questions such as these about their businesses – ‘are sellable technician hours being wasted?’ ‘are the needs of the vehicles coming into the shop being missed?’ and ‘can technician time be filled with missed time at no additional cost?’

John Pederson, Benson Auto Parts, Hamilton, Ontario, Advisory Committee Member and participant, notes, “This initiative was a team effort by people who are working on the front lines of our industry, every day. That’s why the online content is relevant to today’s business — it’s user friendly in that you can work with your own data, and it applies if you

www.ssgm.com

13-02-13 7:10 AM

CARS OnDemand ||

Dave Parker, Parker Auto Care, Ottawa, Ontario was a member of the Advisory Committee for the CARS OnDemand Business Skills Workshops, and an active participant in the pilot program.

have one bay or ten.”

Pederson further points out that “during the workshops, we picked up reminders and things that we could definitely incorporate into our businesses. Depending on the level/ volume of business there would be more to change for some than others. It was also reaffirming for some folks that they’re already doing the right thing.”

Before attending the sessions, participants calculated a number of key figures to compare to their post-workshop results: • Average cost per transaction • Total sales • Average number of transactions • Labour sales • Average daily hours sold per technician • Average hours sold per transaction One of the observations made during the workshops was that O/Os are not necessarily aware of their operational results during the month in progress, which is a business weakness. Focusing the participants on what really occurs on a daily basis exposed that they are not necessarily in ‘control’ as they think they are. One key was learning that comparing monthly performance numbers against that month’s plan would be a valuable addition to the planning and management of the following month.

Then, the monthly follow-up to the workshops was critical to staying ‘tuned in to their outcomes’ and revealed the impact that the new practices had on individual businesses.

According to the stats, a whopping 93 per cent of participants were more confident in their ability to better plan bay staff productivity while 88 per cent felt they were better able to control their work capacity. Another positive result is that 75 per cent have hired, or intend to hire, additional staff. The majority was able to increase their average cost per transaction by up to $49 and all participants increased their total sales by an average of up to $35,000. Overall, the data indicates that the Owner/ Operators who attended recorded a positive ROI. The data from the follow-up shows that half the Generalist O/Os were able to realize a very positive ROI, from www.ssgm.com

p 28-29 CARS On Demand.indd 29

Jean Duscheneau, Centre de l’auto Beaumont, member of the Advisory Committee, CARS OnDemand Business Skills Workshops.

increased net profits from a respectable $6,400 to four participants who recorded from $21,000 to a whopping $48,000.

Jean Duchesneau, O/O, Centre de l’auto Beaumont, Mont-Royal, Quebec, adds, “All of this information and training is extremely helpful to anyone who wants to increase the productivity and profitability of their business. The online training is very effective (and convenient) and allows you to both upgrade and better manage the day-to-day tasks that actually make a long-term difference to the bottom line.

I found it to be a good way to expand and refine the business skills than can put you on the road to greater success.”

Additional breakthroughs were made by participants who continued to apply their new knowledge. One shop revised their report structure to separate technician workload from non-technician workload, meaning that they no longer compare numbers against irrelevant data from the previous year.

According to Advisory Committee Member and participant, Dave Parker, O/O, Parker Auto Care, Ottawa, “I think anytime that you take a course, if you can just leave with one new thing, that’s great. I got far more than that — I actually found things I didn’t know about my business. For example, the ideal ratio of technicians to advisors is 2.5 to 1. I had 5 folks on the floor and I was trying to make it all work. Now, I’ve hired a new service advisor and it’s made my life a lot easier. There were things I learned that surprised me, and I’ve been able to implement positive changes that have really impacted my business so I’m very happy.”

The workshops are available online as part of the CARS OnDemand training inventory, which is accessible at subscribers’ convenience. To find out how to subscribe, call 1-855-813-2101 or email info@carstraining.net.

The Canadian Automotive Repair and Service (CARS) Council was established in 1988 to develop and promote a national human resource strategy for the automotive repair and service industry. Over the past decade the CARS Council has spearheaded several projects to identify and mitigate some of the most pressing human resources challenges. For more information, go to www.carsondemand.com.

SSGM January/February 2013 SSGM 29

13-02-13 7:10 AM

|| Inside the Box

What’s Inside

the Box? Shop owners give some insight on what they would like to see included inside their part boxes

By Tom Venetis, Editor

W

hen a shop service writer or technician opens a part’s box, what is it they exactly want to come out? Well, certainly the part they ordered. That’s a given. But put a group of long-time shop owners together in a room with their peers, you quickly dis-

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cover they want a lot more to come out of that box than simply the part.

At the recent AAPEX/SEMA show last November in Las Vegas, the Automotive Service Association (ASA) held an informal roundtable discussion with a group of shop owners

and their peers to find out what their concerns were about today’s parts supply chain and what could be done to improve part quality, service and shop profitability. Ron Pyle, president and chief staff officer with the ASA started the discussion by pointing out that off-

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Petsis #2 Promax:Layout 1

2/7/13

5:4

Inside the Box ||

Now Available! shoring of parts manufacturing and the rise of private label and re-packaging of parts was causing many technicians and service writers to have concerns about what exactly is inside the box.

“A lot of our shop owner members and technicians were expressing to us that they were having a hard time getting a good fix on the parts they were purchasing,” Pyle said. What concerned the members was that with parts being produced in various countries and coming into North America with the same SKUs, and differences between replacement parts and what comes off the vehicle, the challenge for many was ensuring the parts coming out of the box are of high-quality and reliability.

Betty Jo Young with Young’s Automotive Center in Houston, TX said ensuring part quality was critical as vehicle owners rarely blame the replacement part if something goes wrong once their vehicles are repaired.

“If I make a decision to buy a part and it fails prematurely, the customer does not say NAPA or WORLDPAC failed, but I failed. We trust our suppliers to provide us with good, quality parts.”

One way of making sure service operations and their staff get the quality parts they need would be to have much more accurate parts information available through print and online parts catalogues, suggested Dave Kusa of Autotrend Diagnostics in Campbell, CA and Tom Tippo of Tri-County Motors in Rudyard, MI. Making sure more accurate information was available would prevent a common problem of ordering parts without realizing that other parts needed to be ordered as those parts are not included together.

“We had ordered a water pump for a Chevy truck and it showed up with no gaskets,” Kusa added. “Now, I had to make the painful $40 phone call to the customer who is already spending a lot of money on a water pump and that is a surprise I don’t want to give to a customer. I don’t want to give the impreswww.ssgm.com

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sion that I can’t give them an accurate estimate. It just slows everything down.

Yes, having pictures in catalogues goes a long way, but what we really need is more accurate parts information so we can give customers accurate quotes and for us to know what we are ordering and to keep things running smoothly.”

“The importance of accurate cataloging came through to us when we had problems getting the right catalytic converters to the shop to help vehicles failing NOx tests,” added Bill Moss of Ferris EuroService in Warrenton, VA. “Many were getting frustrated in us not being able to find or to order the right part.”

Just as important in getting accurate part information, better training for service writers was said to be a must.

“We need training for good customer service and sales,” said Jo Young.

“No matter how smart my technician is, if I don’t have a good front-counter person it will not help my technician.

I want more help to have our service writer learn how to sell better and to keep up with the technology.”

“Product knowledge is so important for new service advisors and it would be great if we could just download our heads into them, but we can’t,” Moss added. “That is why we need that improved training. For folks coming outside of the industry, it will take them a while to get up to speed on the technology. The best technician in the world can’t do the best work they can if they don’t have a service advisor who is up on the technology.”

Jo Young also wanted to see parts suppliers move away from “wasting dollars on marketing campaigns like NASCAR because I have never had a customer come in saying they want a certain battery because of NASCAR. We also need better marketing targeted at woman as woman today are making key decisions about vehicle repair and the purchasing decision on the vehicles to buy.”

SSGM

®

For more information on Ceramic Plus and other ProMax products visit,.. www.autopartsdepot.ca January/February 2013 SSGM 31

13-02-13 7:14 AM

|| Connected Cars

The Future of the Car Everyone today expects instant, ready connectivity. Service operations as well will have to be prepare for the connected car

By Nestor Gula

Y

ou likely have wireless Internet in your shop. You might even have it in your home. If you live or work in any built-up area in Canada you will be able to get wireless Internet just about anywhere, at all times and at speeds that will let you download email and full-length movies in just seconds. You have to travel fairly far off the beaten path to become truly Internet free.

It is quite astounding that less than 20 years ago the Internet was still a novelty and even dismissed by many as being the new CB radio. Welcome to 2013 where people are demanding access to the Internet everywhere they go and on a dizzying array of devices.

Cars are not immune from this and vehicle manufacturers and the aftermarket are looking to capitalize on this trend. At the recent International Consumer Electronics Show (CES) in Las Vegas, vehicle makers rolled out technologies and showcased new onboard systems that will not only assist in driving the car, but keep passengers connected at all times while providing them with up-to-date vehicle diagnostics.

There are several auto manufacturers that are testing such systems right now. The adaptive cruise control that is found in some cars and trucks is one example of this technology trickling down and entering the marketplace.

However, if you are thinking of putting off the purchase of a new vehicle in the anticipation of picking up a selfdriving car in a few years, you had best expect to drive your current automobile for a long while. While technology is accelerating in capability, this usu-

ally stretches and breaks traditional systems. We won’t see self-driving cars on our streets for a while, if ever. Not because technology will not allow it but because of the legal ramifications.

If there is an accident between selfdriving cars who is legally responsible?

The driver? The manufacturer? The entity responsible for the road?

Turn Your Ears On

The in-car audio experience will change and become richer according to the

Leave the Driving to Us

There has been much made recently of the prospects of self-driving cars. It sounds wonderful. One can sleep during the commute back and forth from work. It will eliminate the drudgery of the drive on a long, straight and wide highway when going on a vacation.

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Connected Cars || experts in the auto industry. In a short one hundred years we have come from an uncle yodelling in the backseat of a Fort Model T to being able to access our music through Cloud computing.

“You will be able to select, buy and listen to all your music,” said Lonnie Miller, vice-president, Marketing and Industry Analysis for Polk, an automotive marketing solutions company.

“There is lots of excitement around audio applications like being able to access Pandora. You can do that right now through your smart phone. That is what is really evolving as General Motors and Ford are getting outside

people to develop and program apps for their vehicles to make the driving experience more rich.”

For example, CES showcased technologies that used Bluetooth download content to a car’s in-dash display much like you would on that smart phone you are now carrying in your jacket pocket or purse.

Connected Cars

Being able to connect to the Internet through your car is not a future prospect. It is now. General Motors debuted the popular OnStar system ten years ago and although it did not

Excited attendees flood into the Central Hall exhibits to see the latest and greatest in technology at the 2013 International CES. www.ssgm.com

p 32-33 Connected Cars.indd 33

have any Internet functionality at that time, it was the precursor to the connected car everyone is talking about.

While OnStar can now stream music to make the drive more pleasant, it does a lot more. OnStar now, automatically runs hundreds of diagnostic and maintenance checks on the vehicle’s key operating systems, including: engine and transmission system, StabiliTrak stability control system, air bag system, emissions system, antilock brake system and tire pressure. The system collects maintenance information and will recommend maintenance when needed.

Other manufacturers have their own system like Ford’s SYNC AppLink and MyFord Touch, Toyota’s Entune and Chrysler’s Uconnect, among others. Most of these systems have various apps, like what you have on your phone, and will even turn your car into a WiFi hotspot so everybody in the car, besides the driver, can do their wireless things while ignoring what is happening outside.

With a connected car it is essential to keep the driver focused on the road.

“We are focused on keeping driver’s focused on driving from active safety technologies that monitor the environment in and around the vehicle with minimal distraction to predictive vehicle health and maintenance monitoring that alert drivers when there is a potential vehicle issue to traffic management that provides drivers safer and greener travel options,” said Victor Canseco, managing director software and services, Electronics & Safety at Delphi Automotive. “Our Delphi MyFi system, for example, provides seamless integration of infotainment and safety products by placing important information in the driver’s field of view through a high-mount, transparent display with reconfigurable clusters.

The driver controls all major functions by the touch of a button on the steering wheel or by voice recognition.”

The vehicle will be able to monitor the driver to make sure that they are not distracted. “Delphi is committed in striking the appropriate balance between information, entertainment, and distraction mitigation. For examJanuary/February 2013 SSGM 33

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|| Connected Cars

ple, Delphi’s Workload Manager and Drive State Sensor system scan driver alertness and activity in the vehicle, as well as the road around the vehicle to increase attentive driving and enhance active safety performance,” he said.

Service Bonus

While some in the auto service sector might shudder at the complexities of the new systems and fear being turned into stereo/computer technicians, the connected cars will prove a boon to the

“A vehicle connected to the Internet will have monitoringenabled vehicle functions and the ability to communicate failures to relevant parties..”

Chris Slesak, Delphi

Ford during a press conference at the 2013 International CES.

Lexus during a press conference at the 2013 International CES. 34 SSGM January/February 2013

p 32-33 Connected Cars.indd 34

service centre that stays in touch with technology.

“A vehicle connected to the Internet will have monitoring-enabled vehicle functions and the ability to communicate failures to relevant parties such as the vehicle owner, dealership or independent repair shop, and perhaps even the OEMs, helping them to understand the failure mode and enhance future systems,” said Chris Slesak, director, telematics business development, Delphi Product & Service Solutions. “Currently, many OEMs have some form of telematics technology on new production vehicles depending on manufacturer. OEM versions include GM OnStar, Ford SYNC, Mercedes Benz Mbrace and Hyundai Blue Link.

Delphi currently has telematics units in production and installed on vehicles throughout the global aftermarket.

Remote diagnostics will change how repair shops manage customer relationships. By deploying a Delphi telematics aftermarket auto care service model, traditional independent garages will be equipped with the same capabilities designed to enable the independent aftermarket service channels to compete with other connected car care technologies.

“The data this device collects can support value added services for increased customer loyalty, and help generate revenue when it comes to car maintenance and care. The system can also be used to improve shop efficiency, appointment scheduling, and improve effectiveness of marketing and promotions. Integrated with the shop’s CRM systems, telematics can provide shop owners with after-sales contacts, help build confidence and trust in the maintenance and repair process, and in turn, create greater loyalty with customers.”

SSGM www.ssgm.com

13-02-13 7:20 AM

News Briefs || PREMIUM STAINLESS STEEL MUFFLERS

Delphi at 2013 International CES Features Technologies to Keep Drivers Informed, Connected and Wirelessly Charged Without Compromising Safety Delphi Automotive announced a range of connectivity, infotainment, safety and wireless-device charging technologies, which it showcased at the 2013 International Consumer Electronics Show (CES) this week in the Las Vegas Convention Center. These Delphi technologies are designed to help keep the driver’s focus on driving while connecting in new ways for communication and fun.

Delphi enables this driving experience through several advancements: • Smart, active safety that places all critical information in the driver’s forward view through a high-mount display, controlled at the steering wheel or by voice • Maximizing and extensively integrating in-vehicle computing power for easy and flawless entertainment and navigation capabilities through a Connected Navigation Radio • Allowing a driver to track, locate, access, secure and diagnose their vehicle anywhere at any time with a smart device or browser • Wireless, automatic charging for smartphones, tablets and portable navigation devices that fully charge each of these with the flexibility of placement within the vehicle These technologies reflect Delphi’s passion about driver safety

while enhancing the consumer experience, as well as its dedication to enabling the connected digital lifestyle in and out of the vehicle.

In these new approaches, Delphi’s expertise in integration and connectivity allows drivers and passengers to seamlessly share content with one another inside the vehicle.

“Delphi believes driver safety and connectivity are achieved through eyes on the road, hands on the wheel and mind on the mission,” said Jeffrey J. Owens , Delphi chief technology officer.

By enabling drivers to keep their hands on the wheel while viewing the information they need, commanding entertainment and navigation systems, and supporting their handheld devices, we are helping to furnish new ways to make the driving experience safe and fun for everyone in the car.”

Delphi’s latest contributions to automotive safety, connectivity and power are embodied in the technologies demonstrated at CES, including MyFi Connecting with Safety, MyFi Maximum Computing Power, Delphi’s Connected Car, the magnetic-resonance-based wireless charging system and a portfolio of products that offer fast and comprehensive connectivity.

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SSGM BAYWATCH New Products

Textar Brake Rotors Textar now offers a range of German engineered, high carbon brake rotors for European applications. Textar have developed a perfectly matched brake rotor, ensuring otimum braking performance. This new range of high-quality brake discs is manufactured to precise German specifications.

WORLDPAC www.worldpac.ca

DynoMax Performance Exhaust DynoMax performance exhaust has launched several new highperformance exhaust systems for popular late-model Jeep models, including Wrangler, Wrangler Unlimited and Grand Cherokee.

The new systems provide both performance benefits and aggressive sound to the popular Jeep models.

Each DynoMax performance exhaust system is built to include the most ideal muffler for the application. The latest systems include coverage of the 2012 Jeep Wrangler 3.6L (p/n 39524), 2012 Jeep Wrangler Unlimited 3.6L (p/n 39523), and 2011-2012 Jeep Grand Cherokees 3.6L (p/n 39519). These new DynoMax systems for the Jeep Wrangler models include the stainless steel Ultra Flo polished round muffler. The muffler is engineered to maximize exhaust

flow and provide a unique, sporty sound while fitting conveniently into a smaller, tighter space. The Ultra Flo muffler design is dyno-proven to support up to 2,000 CFM and 2,000 horsepower through a straight design that ensures unrestricted exhaust flow and reduces backpressure. Each of the DynoMax systems for the Jeep Wrangler – designed to provide higher clearance than the stock or typical aftermarket for use on Jeeps driving off-road – includes 2.5-in. all 409, OE-grade stainless steel, mandrel bent piping for extended protection against corrosion and a 3-in. stainless steel, buffed and polished, 6-in. slant-cut tip.

DynoMax www.DynoMax.com

CRP Introduces AJUSA Cylinder Head Bolt Program CRP Automotive has introduced a new AJUSA Cylinder Head Bolt program that offers industry-leading coverage on Asian and European applications. The program features an OE-quality line of cylinder head bolts that come packaged as sets for vehicle specific applications. The sets are provided in a shrink-wrapped cardboard box with assembly lube included. The AJUSA Cylinder Head Bolt program features easy look up on CRP’s online application catalog, which can be accessed through the CRP Automotive AJUSA brand website, www.ajusaparts.com, or Show Me the Parts at www.showmetheparts.com/crp.

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SSGM BAYWATCH New Products

Bosch Tech 2 Pro Optima Package Bosch has introduced the Tech 2 Pro Optima scan tool package (P/N F00E900977) that includes the General Motors Tech 2, CANdi module, and 32MB programming card. The Tech 2 Pro Optima package provides authentic General Motors hand-held diagnostics at a competitive price. The Bosch Tech 2 allows technicians to diagnose and repair many General Motors vehicles manufactured from 1992 to current with the exception of those vehicles that are covered by General Motors GDS 2. Technicians can diagnose issues related to powertrain, chassis, and body systems ECUs on General Motors vehicles, with enhanced diagnostics capabilities on GMLAN (CAN) bus using the CANdi module.

Robert Bosch www.boschusa.com

Snap-on Ball Peen Hammers The Snap-on HBBD Ball Peen Hammer Series Set offers a variety of features and is available in a range of sizes: eight-ounce (HBBD8), 16-ounce (HBBD16), 24-ounce (HBBD24), 32-ounce (HBBD32) and 40-ounce (HBBD40).

The Snap-on HBBD Ball Peen Hammer Series Set is a classic and has the following features: Polished steel head has large tough striking surface and ideal “torpedo shaped” peening surface; internal steel canister with free flowing shot design delivers maximum dead blow action; microcellular grip conforms to hand shape and dramatically reduces vibration; and composite shank insert that is lightweight and strong as steel, giving the hammers improved balance while defusing shock and dampening vibration.

Snap-on www.snapon.com/powertools

UV LED Leak Detection Flashlight Easily Spots All Automotive A/C and Fluid Leaks The Tracerline OPTI-LUX 365 is an LED leak detection flashlight that provides pure UV light for optimal fluorescent dye response. It’s ideal for all automotive A/C and fluid system applications. The OPTI-LUX 365 produces a brilliant glow that makes all leaks easier to find, while slashing valuable diagnostic time. The flashlight is more than twice as powerful as most corded, high-intensity UV lamps, brightly fluorescing all dyes (both green and yellow). It even pinpoints high-mileage, dirty diesel engine oil leaks.

The OPTI-LUX 365 is extremely compact and lightweight. With its powerful UV LED, the flashlight has an inspection range of up to 10 feet (3 m). Powered by one rechargeable lithium-ion battery (extra battery included in kit), it provides four hours of continuous inspection between charges. The rugged, anodized aluminum lamp body resists corrosion and stands up to years of heavy shop use.

Tracerline www.tracerline.com www.ssgm.com

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SSGM Service Station and Garage Management

.com

Automotive Internet Directory

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

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

AUTOMOTIVE ELECTRONICS Allan’s Automotive Electronics Ltd.

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

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

AUTOMOTIVE PARTS & ACCESSORIES Aisin World Corp. of America, Inc. (AWA), a leading Tier One automotive components supplier and one of the world’s largest manufacturers of aftermarket parts. AISIN’s original equipment technology and know-how is used to ensure product quality and reliability.

To learn more about our products, request a catalogue today. www.aisinaftermarket.com Goodyear Engineered Products www.goodyearep.com/aftermarket www.goodyearbeltsandhose.com The officially licensed belt of NASCAR. Gatorback, the quiet belt. You can never replace Goodyear quality.

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

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

AUTOMOTIVE RECYCLERS Carcone’s Auto Recycling and Wheel Refinishing www.carcone.com With over 32 years of experience Carcone’s Auto Recycling & Wheel Refinishing is your one stop for quality recycled products and wheel refinishing needs. Call today at 1-800-263-2022 or visit us on line at www.carcone.com Standard Auto Wreckers View Our Online Inventory @ www. standardautowreckers. com or call 416-286-8686.

Experienced Shipping Department to Ensure Parts Arrive Safely.

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

HAND CLEANERS GOJO Industries, Inc. www.automotive.gojo.com GOJO is a leading manufacturer of skin care products and services for many marketing including automotive and manufacturing. GOJO continues to pursue a commitment of creating well-being through hand hygiene and healthy skin.

REFRIGERANT Duracool Refrigerants

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

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

WAREHOUSE DISTRIBUTORS & BUYING GROUPS Bestbuy Distributors Limited www.bestbuyautoparts.ca Independent buying group and warehouse distributor that allocates its profits to member shareholders and provides unbeatable value for independent jobbers.

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

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

ADVERTISERS’ INDEX Advertiser

Page #

Website

Advertiser

Page #

Website

AIA Canada . . . . . . . . . . . . . . . . . . . . . . . . 17 . . . . . . . . . . . . . . . . . www.aiacanada.com

Tenneco, Monroe Shocks and Struts. . . 24 . . . . . . . . . . . . . . . www.expert-plus.com

ALLDATA. . . . . . . . . . . . . . . . . . . . . . . . . . . 16 . . . . . . . . . . . . . . . . . . . . . www.alldata.ca

Nissan Canada. . . . . . . . . . . . . . . . . . . . . . 39 . . . . . . . . . . . . . . . . . . . . . . www.nissan.ca

BMW. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 40 . . . . . . . . . . . . . . . . . . www.bmw.ca/parts

Prenco . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20 . . . . . . . . . . . . . . . . www.prencocorp.com

Chevron Canada. . . . . . . . . . . . . . . . . . . . . 7 . . . . . . . . . . . . . . . . . . www.Havoline.com

Pro Max. . . . . . . . . . . . . . . . . . . . . . . . . . . 31 . . . . . . . . . . . . www.autopartsdepot.com

DEFA Group. . . . . . . . . . . . . . . . . . . . . . . . 25 . . . . . . . . . . . . . . . . . . . . . . www.defa.com

Valvoline Oil Canada. . . . . . . . . . . . . . . . .23 . . . . . . . . . . . . . . . . . . www.valvoline.com

Denso. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 3 . . . . www.densoaftermarket.com/ssgm

VL Communications. . . . . . . . . . . . . . . . . 21 . . . . . . . . . . . . . . . . . . . . www.vlcom.com

GE Lighting . . . . . . . . . . . . . . . . . . . . . . . . . 5 . . . . . . . . . . . . . . . . www.gelighting.com

Tenneco, Walker Emission Control. . . . . . 9 . . . . . . . . . . . . . www.walkerexhaust.com

Liqui Moly GmbH. . . . . . . . . . . . . . . . . . . . 11 . . . . . . . . . . . . . . . . . . www.liqui-moly.de

Tenneco, Walker Emission Control. . . . . 35 . . . . . . . . . . . . . . . www.expert-plus.com

Tenneco, Monroe Shocks and Struts. . . 13 . . . . . . . . . . . . . . . . . . . www.monroe.com

WORLDPAC. . . . . . . . . . . . . . . . . . . . . . . . . . 2 . . . . . . . . . . . . . . . . . www.worldpac.com

38 SSGM January/February 2013

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13-02-13 7:33 AM

SOMETIMES THINGS ARE NOT WHAT THEY APPEAR TO BE.

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p 39 Nissan ad.indd 39

Can last up to 12,000 km between oil changes

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The filter media has viscous oil applied that allows better cleaning and increases the life of the filter up to 1.5 times over non-oiled air filters

13-02-13 7:25 AM

Original BMW Parts

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