Counterman

PLUS, We Review: Brakes • Motor Oil • Ball Joints • Timing Belts and MORE

May 2013

The Of Fuel Injectors

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INSIDE

May Volume 31, No. 5

features Tech Features

By Larry Carley

38 Fuel filters fight contamination. .......................................... 42 The inner workings of fuel injectors............................... 44 Motor oil is a changin’..................................................... 46 Don’t overlook brake hardware. ........................................

Mechanic Connection

By Gary Goms

48 It’s all in the timing. ............................................................ 50 Selling ball joints and tie rods. ............................................

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38

48

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COUNTERMAN (ISSN 0739-3695) (May 2013 Volume 31, Number 5): Copyright 2013 Babcox Media, Inc. All Rights Reserved: Published monthly by Babcox, 3550 Embassy Parkway, Akron, OH 44333 U.S.A. Phone (330) 670-1234, Fax (330) 670-0874.

Periodical postage paid at Akron, OH 44333 and additional mailing offices. POSTMASTER: Send address changes to COUNTERMAN, 3550 Embassy Parkway, Akron, OH 44333-8318. A limited number of complimentary subscriptions are available to individuals who meet the qualification requirements. Call (330) 670-1234, Ext. 275, to speak to a subscription services representative or FAX us at (330) 670-5335. Paid Subscriptions are available for non-qualified subscribers at the following rates: U.S.: $69. Samples and back issues - Domestic - $10, International/via air mail - $15. Canada: $89 for one year, $149 for two years. Canadian rates include GST. Ohio residents add 5.75% sales tax. Other foreign rates/via air mail: $129 for one year. Payable in advance in U.S. funds. Mail payment to COUNTERMAN, P.O. Box 75692, Cleveland, OH 44101-4755. Visa, MasterCard or American Express accepted.

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OFFICIAL IAL AL BRAKES O OF

QUALITY YOU YOU CAN CAN TRUST TRUST Restore “like “lik likke new” new performance with Duralast Duuralast brake parts. parts They’re They re designed for performance performa and quality that match that of original equipment. Ask your Commercial rcial Sales Manager about a today..

Duralast brakes today

Get Proven Tough Duralast brakes – the Official Brakes of NASCAR.

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AVAILABLE ONLY AT

Order from your Commercial Sales Manager, at www.autozonepro.com, through your shop management system or by phone.

NASCAR is a registered trademark of National Association for Stock Car Auto Racing, Inc. Š 2013 AutoZone, Inc. All Rights Reserved. AutoZone, AutoZone & Design, Duralast and Duralast Gold are registered marks and Duralast Gold Cmax and Duralast Gold SD are marks of AutoZone Parts, Inc. All other marks are the property of their respective owners.

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E

DITOR’S INK

By Mark Phillips

As The Led Zeppelin Song Went, ‘I’m Gonna Leave You’ few years ago, I saw a report on CNN that a major retailer had calculated the cost of one of their customers leaving them for good. It amounted to more than $200,000 in lifetime purchases. $200,000! It sounded absurd to me at first, until I did some math, based on my own purchases. For almost a decade, I used the same cell phone carrier. That company also provided my cable TV. And my Internet service. A while back, I was having some issues with the company that they refused to fix. So I told the customer service rep on the phone, in essence, “You know what?

After we get off the phone, I’m breaking up with you.”

The response? “Uh-huh. Yeah. Sure.” Many times, a customer cools down and puts up with it.

Not this time. So I pulled the plug. I took my business elsewhere. I did the math. Over 10 years, I spent nearly $32,000 with this firm. As a consumer, that’s a lot of cash. It would seem to me at some point, someone would wake up.

How do some people in “customer service” care seemingly not one iota about it? I think the answer is, they don’t see how a customer leaving affects their job. If you tell customer service people that if too many customers leave, you’ll lose your job — not as a threat, but rather, a statement of fact — would that have an impact on their performance?

If the company I was doing business with got it right, not necessarily the first time, but on the fifth try, even, perhaps I’d still be doing business with them. Maybe for the next 10 years, they’d get my $40,000 or $50,000 or $60,000.

How can a customer leaving a company add up to $200,000 over a lifetime? It’s not hard to see. CM

How can a customer leaving a company add up to $200,000 over a lifetime?

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A

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columns Editor’s Ink

PUBLISHER

7

By Mark Phillips ................................................................................

How can one consumer add up to $200,000 in business?

Keeping It Simple

54

By Gerald Wheelus ......................................................

Many of us have the talent to bring more to an organization.

From The Publisher

58

By S. Scott Shriber ....................................................

Are you ready for this?

Allen & Allan

60

By Allen Markowitz and Allan Gerber ....................................

Excellent customer service: Easier than you think.

Counter-tech

62

By Mandy Aguilar ....................................................................

Do you mind delivering this part for me?

departments Aftermarket News

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S. Scott Shriber 330-670-1234, ext. 229 sshriber@babcox.com EDITORIAL

Mark Phillips, Editor 330-670-1234, Ext. 299 mphillips@babcox.com Amy Antenora, Editor, aftermarketNews Managing Editor, Counterman 330-670-1234, Ext. 220 aantenora@babcox.com Larry Carley, Technical Editor lcarley@babcox.com CONTRIBUTING EDITORS

Mandy Aguilar, Columnist Gary Goms, Commercial Accounts Gerald Wheelus, Columnist Allen Markowitz, Columnist Allan Gerber, Columnist Jerry King, Cartoonist GRAPHIC DESIGN

Lisa DiPaolo, Graphic Designer 330-670-1234 , Ext. 281 ldipaolo@babcox.com

....................................................................................

Aftermarket News presents news, views and analysis of current trends and events in aftermarket distribution.

32,33

MarketPlace......................................................................................

Every month, MarketPlace showcases the newest automotive product and service innovations your customers are asking about!

56 Classifieds ........................................................................................................57 NASCAR Performance ..........................................................................64 News extra: Taiwan’s AMPA parts show

..............................

This monthly special section takes you behind the scenes of this fast-growing sport.

ADVERTISING SERVICES

Tina Purnell Advertising Services Manager 330-670-1234 , Ext. 243 tpurnell@babcox.com CIRCULATION SERVICES Brad Mitchell, Director of eMedia & Audience Development 330-670-1234 , Ext. 277 bmitchell@babcox.com Pat Robinson, Circulation Manager 330-670-1234, Ext. 276 probinson@babcox.com Ellen Mays, Circulation Specialist 330-670-1234, Ext. 275 emays@babcox.com CORPORATE Bill Babcox, President Greg Cira, Vice President, Chief Financial Officer Jeff Stankard, Vice President Beth Scheetz, Controller

ADVERTISING SALES REPRESENTATIVES HOME OFFICE: 3550 Embassy Parkway Akron, OH 44333-8318 330-670-1234 FAX 330-670-0874 Bill Babcox bbabcox@babcox.com 330-670-1234, ext. 217

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PUBLISHER: S. Scott Shriber sshriber@babcox.com 330-670-1234, ext. 229 SALES REPRESENTATIVES: Dean Martin dmartin@babcox.com 330-670-1234, ext. 225

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Jim Merle jmerle@babcox.com 330-670-1234, ext. 280

Sean Donohue sdonohue@babcox.com 330-670-1234, ext. 206

Roberto Almenar ralmenar@babcox.com 330-670-1234, ext. 233

John Zick jzick@babcox.com 949-756-8835

Glenn Warner gwarner@babcox.com 330-670-1234, ext. 212

CLASSIFIED SALES: Tom Staab tstaab@babcox.com 330-670-1234, ext. 224

Edward S. Babcox (1885-1970) Founder Tom B. Babcox (1919-1995) Chairman Founded 1983. Copyright 2013 Babcox Media, Inc., All Rights Reserved COUNTERMAN (ISSN-0739-3695) is published monthly by Babcox Media, 3550 Embassy Pkwy., Akron, OH 44333. Periodical postage paid at Akron, OH and additional mailing offices.

Member, BPA International

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AFTERMARKET NEWS AutoZone Recognizes Top Suppliers Spectra Premium named Vendor of the Year.

MEMPHIS, Tenn. – AutoZone recognized Spectra Premium Industries as its Vendor of the Year during the company’s annual AutoZone Vendor Summit held in Tunica, Miss.

“Spectra has been a strong AutoZone supplier for over five years.

During that time they have collaborated with us to grow sales and improve productivity in the categories they supply us,” said Bill Rhodes, chairman, president and CEO of AutoZone.

“On behalf of the entire Spectra Premium organization, we are extremely honored to be recognized

by AutoZone in such a manner, amongst a wonderful group of aftermarket peers,” said Jason Best, vice president of aftermarket sales and marketing.

AutoZone also recognized a special group of suppliers with the company’s Extra Miler Award.

The Extra Miler award recognizes those suppliers that have demonstrated above and beyond efforts

for AutoZone and its customers.

Extra Miler winners were Bosch, IDQ, Kraco, Lozier Corp., Madix Inc., Pex German OE Parts LLC, Shell Lubricants and Dorman Products Inc. “These Extra Miler suppliers set the standard for their innovative thinking, category management skills, quality merchandise and commitment with AutoZone to grow the business together,” said Mark Finestone, senior vice president of merchandising.

Additionally, “WITTDTJR” (What It Takes To Do The Job Right) Awards were given to suppliers as recognition for taking the initiative to make sure AutoZone employees and customers have what it takes to complete the job.

WITTDTJR award winners included: Anchor Industries Inc., BP Castrol, CRC Industries, Pilot Automotive Inc., Retail Insights LLC, Standard Motor Products Inc. and Titan.

Epicor Now Providing Weekly eCatalog Updates

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DUBLIN, Calif. — Epicor Software Corp. announced that comprehensive weekly electronic catalog updates featuring the latest automotive parts and applications information are now available to distributors, jobbers and service providers for virtually all of the company’s most popular aftermarket business management systems and Web-based solutions. The new feeds of Epicor PartExpert data are provided four times per month via the Epicor Active Updates service to help users increase sales and customer service levels.

This new capability is available immediately to users of Epicor Eagle, JCON, Prism, A-DIS and Ultimate business management software as well as the Web-based Epicor Internet AutoParts (www.iapshop.com) and Epicor Integrated Service Estimator solutions. Weekly updates also will be available soon for users of Epicor Vision software.

Active Updates eCatalog feeds are available to users of the following solutions: Epicor Eagle (R. 21.1 or later); J-CON (R. 65.05.20 or later in U.S.; 65.05.22 in Canada); Prism (R. 13.1 or later in U.S.; 13.2 or later in Canada); A-DIS (R. 67.06.07 or later); Ultimate (R. 9.0.9 or later).

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AFTERMARKET NEWS

Dozens Of New Parts Added To MOOG Steering And Suspension Line SOUTHFIELD, Mich. — The MOOG line of steering and suspension components from FederalMogul now includes nearly three dozen additional parts engineered for popular late-model foreignnameplate and domestic vehicles.

The MOOG brand is the automotive service industry’s “Problem Solver” and the preferred choice of professional technicians and NASCAR crew chiefs.

The new MOOG parts include right and left front tie rod ends for 2010-2012 Toyota Prius and 20112012 Lexus CT 200H hybrid passenger cars; right and left stabilizer bar link kits for 2011-2012 Nissan Juke all-wheel-drive and 2012 Honda Civic models; and right and left outer tie rod ends for 2010-2012 Ford Fusion and Lincoln MKZ hybrid models. Federal-Mogul also has introduced a rear, L-shaped sway bar link kit for 2010-2012 Hyundai Tucson, 2011-2012 Kia Optima and Sportage, and 20112012 Hyundai Sonata models.

Other new parts now available

through MOOG distributors include several control arms and control arm assemblies for a variety of popular Acura, Honda, Hyundai, Mazda, Pontiac and Suzuki models, as well as 12 additional coil spring designs.

“The MOOG line continues to grow every month, so we encourage service providers to contact their MOOG distributor for any vehicle that comes into their shop, and to rely on the ‘Find My Part’ electronic catalog on the moogproblemsolver.com website,” said Mark Boyle, director of steering and suspension products, North America, Federal-Mogul.

For more information regarding MOOG steering and suspension parts, visit the technician-focused www.moogproblemsolver.com website or contact your MOOG supplier.

In addition to the www.moogproblemsolver.com website, the latest MOOG product application listings are available through Federal-Mogul’s www.FMe-cat.com catalog.

Interstate All Battery Center Earns Place On Franchise Business Review’s Top 50 List

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DALLAS – What is happiness? In the business world of franchises, it may be all about numbers. A new report from Franchise Business Review says the more units a franchisee owns, the happier that person may be.

Franchise Business Review’s research shows franchise operators who own more than one unit within a brand tend to be more satisfied overall than single-unit owners. All North America-based franchise companies were invited to participate in the free franchise satisfaction study. Franchisees answered questions ranking their franchise in 12

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the areas of financial opportunity, training and support, leadership, operations and product development, core values, general satisfaction and the franchisee community.

From this survey of more than 6,600 multi-unit franchisees at more than 300 franchise companies, Interstate All Battery Center was ranked among the Top 50 franchise brands and adds that it was the only battery retailer to make the list.

The Franchise Business Review report is designed to help prospective franchisees research multi-unit franchise opportunities.

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AFTERMARKET NEWS

Advance Auto Parts Promotes Rachel Geiersbach To Vice President ROANOKE, Va. – Advance Auto Parts has announced the promotion of Rachel Geiersbach to vice president, legal. Geiersbach will be responsible for all corporate governance and securities law for Advance and has assumed responsibility for employment law and other claims oversight. Geiersbach will report to Sarah Powell, senior vice president, general counsel, and will continue to be based in Roanoke, Va. Geiersbach, who joined Advance in 2005 as a senior attorney, was promoted to her current role as director, securities law and corporate governance, in March 2010. Prior to joining Advance, she served as assistant general counsel and assistant corporate secretary of CSX Corp., after having worked in various legal and corporate governance roles during her tenure with CSX. “Rachel has played an integral role in establishing corporate governance best practices and main-

taining Advance’s compliance with Securities and Exchange Commission regulatory requirements,” said Powell. “I am thrilled to promote Rachel into this new role and look forward to her continued leadership with Advance.”

Guess the Car / Win $100!

This Month’s Puzzle

#64

I want to catch some rays.

What vehicle does this picture represent? If you think you know the answer, go to www.counterman.com and click “Guess the Car” on the nav bar. Submit your answer and contact information. A winner will be randomly selected by the Counterman staff from all correct answers. The deadline to enter is June 2. The winner’s name will appear in the next issue. Stay tuned!

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Last Month’s Correct Answer:

#63 Mazda Tribute Congrats to Bruce Moravec, Marion, Iowa

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Over the Counter By Jerry King

AFTERMARKET NEWS

O’Reilly Reports FirstQuarter 2013 Results

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SPRINGFIELD, Mo. – O’Reilly Automotive has announced record revenues and earnings for its first quarter ended March 31, 2013.

Sales for the first quarter ended March 31, 2013, increased $56 million, or 4 percent, to $1.59 billion from $1.53 billion for the same period one year ago. Gross profit for the first quarter increased to $799 million (or 50.4 percent of sales) from $762 million (or 49.8 percent of sales) for the same period one year ago, representing an increase of 5 percent.

Operating income for the first quarter increased to $251 million (or 15.8 percent of sales) from $248 million (or 16.2 percent of sales) for the same period one year ago, representing an increase of 1 percent.

Net income for the first quarter ended March 31, 2013, increased $7 million, or 5 percent, to $154 million (or 9.7 percent of sales) from $147 million (or 9.6 percent of sales) for the same period one year ago.

Diluted earnings per common share for the first quarter increased 19 percent to $1.36 on 113 million shares versus $1.14 for the same period one year ago on 129 million shares.

“We are pleased to report a solid start to 2013, highlighted by a 19 percent increase in diluted earnings per share to $1.36, representing our 17th consecutive quarter of 15 percent or greater adjusted diluted earnings per share growth,” said Greg Henslee, president and CEO. “The solid sales trend we experienced in the fourth quarter of 2012 continued into the first quarter of 2013, where we faced our most difficult quarterly comparable store sales comparisons for the year. As a reminder, the first quarter included headwinds from the 2012 Leap Day, the pull forward of business into the first quarter of 2012 due to the early spring weather we experienced across most of our markets last year and the timing of the Easter holiday this year.

The Leap Day in 2012, combined with the timing of the Easter holiday, which fell in the second quarter of 2012 and the first quarter of 2013, resulted in a headwind of approximately 150 bps for the first quarter this year.”

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AFTERMARKET NEWS

Standard Motor Products Expands Its Clone-able TPMS Line LONG ISLAND CITY, N.Y. – Standard Motor Products (SMP) has added seven new clone-able sensors to its growing TPMS sensor line.

According to SMP, these new clone-able sensors match the original for fit, form and function, and due to their advanced engineering, can easily be cloned with the existing sensor ID, eliminating the need for a factory relearn. These new Standard and Intermotor part numbers cover an additional 11 million VIO for Acura, Honda, Ford, Chevrolet, Cadillac, Ford trucks and Toyota trucks through the 2013 model year.

“We are excited to see our clone-able TPMS sensor line growing,” said Phil Hutchens, senior director of marketing, SMP. “We believe this new coverage to our clone-able TPMS line gives our customers what they need to be successful in this growing market. Our advanced sensors are cloned in less than a minute by simply entering the sensor ID into the TechSmart T55000 Cloning tool, with no factory relearn needed.” Visit www.StandardBrand.com or www.youtube.com/StandardBrandParts to learn more.

ShowMeTheParts.com And EXTEND GROUP Partner To Form EXTEND PERFORMANCE

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EVANSVILLE, Ind. – EXTEND GROUP, a marketing technology firm based in Evansville, Ind., has announced an agreement with ShowMeTheParts.com that aims to bring the two companies into the forefront of emerging marketing technology for the automotive aftermarket industry. EXTEND PERFORMANCE offers the automotive aftermarket industry full-service, web-based marketing solutions that incorporate the ShowMeTheParts.com catalog.

“This venture represents the best strategic move for both ShowMeTheParts.com and EXTEND GROUP,” said Jay Wright, president of Vertical Development, parent company of ShowMeTheParts.com. “We are confident that this partnership will increase our competitive advantage while enhancing our customer satisfaction.”

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partnered to work with Airtex Fuel Delivery Systems and had enormous success with Airtex’s online repositioning.

“The combination of what ShowMeTheParts.com and EXTEND GROUP have provided for us has far exceeded any of the goals we imagined,” said Brandon Kight, director of marketing for Airtex. “Airtex Fuel Delivery Systems already had industry-recognized catalog data thanks to ShowMeTheParts.com, but it’s now been taken to the next level visually and functionally with what EXTEND GROUP has added. Our brand awareness and value have increased dramatically, as proven by the online traffic and stickiness numbers alone over the past year.

It just makes so much sense that these two would form a long-term strategic alliance. I know we couldn’t be happier with what they’ve done for Airtex.”

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AFTERMARKET NEWS

Genuine Parts Co. Reports First-Quarter 2013 Results

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ATLANTA – Genuine Parts Co. has reported sales and earnings for the first quarter ended March 31, 2013.

Thomas Gallagher, chairman and CEO, announced that sales for the first quarter ended March 31, 2013, were $3.20 billion, up 0.6 percent compared to $3.18 billion in the first quarter of 2012. Net income for the quarter was $144.4 million, down 1 percent from $146.3 million recorded in the same period of the previous year. Earnings per share on a diluted basis were 93 cents, unchanged from the first quarter last year.

Gallagher stated, “Entering 2013, we felt that the first quarter of the

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year would be our most challenging. Our earnings for the quarter are a direct reflection of the 0.6 percent sales increase. Among our segments, the Automotive Group reported a 3 percent sales increase, driven by our commercial growth and the positive impact of the

Quaker City acquisition. Motion Industries, our Industrial Group, was down 2 percent in the quarter; and EIS, our Electrical/Electronic Group, was down 5 percent. S.P. Richards, our Office Products Group, reported a 1 percent decrease in sales for the quarter.”

Uni-Select Announces Leadership Change In U.S. Automotive Operations; Also Announces Measures To Improve Performance BOUCHERVILLE, Quebec – UniSelect Inc. has announced that William Alexander has stepped down from his position as president and chief operating officer

(COO), U.S. Automotive. As a result, Uni-Select is launching a recruitment process for the appointment of a new chief operating officer for its U.S. Automotive activities.

Meanwhile, and until the recruitment process is completed, Dennis Welvaert will be acting president and COO, U.S. Automotive. Welvaert retired as president of Dayco North American Aftermarket Division in 2011. He is chairman of the Global Automotive Aftermarket Symposium and is former chairman of the Automotive Aftermarket Suppliers Association (AASA).

While with Dayco, Welvaert held senior executive-level positions in the OEM, industrial and aftermarket divisions. He has more than 40 years of experience in the automotive industry.

In addition, Uni-Select announced that given the declining performance of its United States automotive parts distribution activities over the past few quarters, and the good results delivered by its Canadian operations as well as its U.S. paint and related products, the company’s management and board of directors have agreed to pursue a formal review of strategic alternatives centered on its U.S. automotive operations.

AFTERMARKET NEWS

Auto 7 president Steven Kruss presents the company’s 2012 Distributor of the Year Award to XL Parts president Ali Attayi and vice president supply chain Mike Thompson at XL Parts’ annual Customer Open House held April 7, 2013, in Houston, TX. Kruss commended XL Parts for promoting awareness of Auto 7’s OEM quality parts for Hyundai, Kia and GM-Daewoo, as well as providing excellent customer service to technicians. Joining Kruss in presenting the award is Auto 7 senior vice president Jim Murphey, far left, and business development.

Auto 7 Honors XL Parts As Its Distributor Of The Year ensuring that our products are available within the critical 45minute window their customers expect and require.”

Houston, Texas-based XL Parts is a member of the National Pronto Association and is the fastestgrowing direct-to-the-technician parts supplier in the Houston, Dallas/Ft. Worth, Baton Rouge and Oklahoma City areas. Auto 7 is a preferred vendor for the National Pronto Association.

Auto 7, based in Miramar, Fla., is part of an international company that has been in business for 60 years. It supplies a wide array of Korean-made, OEM-quality automotive parts that are ISO14000, QS-9000 or ISO/TS-16949 certified, and many of which are not typically available in the traditional aftermarket supply chain.

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MIRAMAR, Fla. – Auto 7, a supplier of OEM-quality automotive parts for Hyundai, Kia and GMDaewoo vehicles, recently honored XL Parts as its 2012 Distributor of the Year at XL Parts’ annual Customer Open House in Houston, Texas. The open house took place on Sunday, April 7.

Auto 7 President Steven Kruss, together with Senior Vice President Jim Murphey and Business Development Manager Joe Sotolongo, presented the award to Ali Attayi, president and CEO of XL Parts and Mike Thompson, vice president supply chain.

“XL Parts was Auto 7’s largest customer in 2012, both in terms of total sales volume and percentage growth year-over-year,” said Kruss. “They do an incredible job proactively promoting the Auto 7 brand at the customer level, and

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AFTERMARKET NEWS

NPW’s Speed Warehouse Opens New San Jose Facility Ahead of Schedule MIAMI, Fla. – National Performance Warehouse Companies, with operations across California, announced it has opened its new, larger facility in San Jose a week earlier than expected.

Larry Pacey, company president and CEO, was on hand at the new facility on opening day and had these comments, “The crew worked hard over the weekend to

have the new building ready for business by 8 a.m. Monday. We also had assistance from many suppliers and reps who pitched in to help beat our deadline. We are appreciative to all who made this happen. ” Customers will continue to contact the company and process orders in the traditional manner. The move only changes the location where a customer would “will call” parts, the company says.

An official grand opening is planned for June to coincide with NPW’s AERA Tech & Regional Skills Conference.

FDP Virginia Opens New Facility Next To Existing Operation

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TAPPAHANNOCK, Va. — FDP Virginia has announced the opening of a new facility adjacent to its existing operation in Tappahannock, Va. The two combined facilities are 600,000 square feet on 275 acres.

The new facility was purchased from Canon USA and will be called Mount Landing Road. It has 25,000 square feet of “Class A” office space, 15,000 square feet of technical research, 125,000 square feet of manufacturing and 110,000 square feet of warehouse along with 36 loading docks and nine overhead cranes.

“Mount Landing Road will be used to handle our rapidly expanding brake friction business as well as provide room for entry into new product lines,” said Jack Carney, president and CEO of FDP Virginia.

“We are proud to be expanding our research and manufacturing operations, and creating more jobs with products made in the USA.” The facility will include a new proprietary automated high-capacity manufacturing system for disc brakes and allow changes for a 45minute total time process for the production of drum brakes.

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AFTERMARKET NEWS

Federated Continues Sponsorship Of ‘Two Guys Garage’ TV Show STAUNTON, Va. – Federated Auto Parts is continuing its sponsorship of the popular SPEED show “Two Guys Garage,” hosted by Kevin Byrd and Willie B. The new season features new “TechTalk by Federated Auto Parts” and “Break Room” segments highlighted prominently in each episode.

“Federated Auto Parts is proud to kick off the third year of association with ‘Two Guys Garage,’” said Phil Moore, senior vice president of Federated Auto Parts. “The ‘TechTalk by Federated Auto Parts’ and ‘Break Room’ segments have been well received by our members, customers and manufacturing partners. Kevin Byrd and Willie B. have a great way of taking product stories and getting the message across in a precise, professional manner with a little good humor and fun mixed in.”

The Network Extends Hands-On IT Training To Growing Membership Nationwide

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GERMANTOWN, Tenn. – The Automotive Distribution Network is continuing its effort to provide hands-on IT solutions training for its members and manufacturer partners across the country, with the Network Information Services (NIS) staff recently hosting a technology session at the DENSO Products and Services Americas facility in Long Beach, Calif.

“Initially developed to help our members maximize the benefits of

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Network Intelligence and the Inventory Modeling Tool, the NIS seminars have evolved as our industry-leading IT solutions have advanced to include business intelligence, central billing services, eCommerce and electronic order processing,” said Mike Lambert, president of the Network.

More than 97 participants from 51 Network WDs and more than 70 participants from 54 supplier companies have attended NIS training classes.

Visual SKUs Digital Asset Management Software Integrates With OptiCat To Automate Sending Product Images To Data Receivers TORONTO — Visual SKUs, a leading provider of Digital Asset Management software and high-volume still and 360-degree product photography services, announced that Visual SKUs DAM software integrates directly with OptiCat, a supplier-owned data cooperative.

Aftermarket manufacturers send product images to numerous customers, electronic catalog and data providers, and data receivers (trading partners) on a regular basis. This process involves formatting product images according to trading partners’ unique requirements, which could include variations in file type, height and width dimensions, dpi, and naming convention. Once images are formatted they are delivered to trading partners via FTP or physical media.

Many of these manufacturers send product images to their trading partners using the OptiCat data repository. This may involve formatting and uploading a separate set of product images for each trading partner to accommodate product assortments and image specifications. Once the images have been received by OptiCat, the manufacturer’s trading partners can access the image files for download. This process can be time-consuming and resource-intensive depending on the number of images sets the manufacturer or distributor needs to create and upload.

With Visual SKUs Digital Asset Management software, aftermarket manufacturers create detailed “digital asset” profiles of each of their trading partners including those that use OptiCat. These profiles include a product list, image formatting specifications, and image delivery method and frequency. Visual SKUs DAM formats the images associated with the trading partner’s profile and sends them to OptiCat.

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AFTERMARKET NEWS

Forty Years Of Knowledge And Friendships Gained At Annual NCMA Conference

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By Amy Antenora

ST. LOUIS, Mo. – Centric Parts’ Brian Griffin, president of the National Catalog Managers Association (NCMA), welcomed attendees to the 40th annual NCMA Knowledge Conference taking place April 21-23 at the St. Louis Hilton at the Ballpark in St. Louis, Mo. This year’s event set a new attendance record with 320 registered attendees and exhibitors. It also marked a new milestone for the group, with a record number of first-time participants in attendance. The event kicked off on Saturday, April 20, with a welcome reception at Busch Stadium, which is situated just across the street from the host hotel.

On Sunday, the day was packed with informative yet entertaining presentations from dynamic speakers. The day also included an end-user panel discussion with parts store managers from O’Reilly, CARQUEST, Advance Auto Parts and NAPA, and technical breakout training sessions.

Sunday evening concluded with the festive President’s Dinner celebration, which included music, great food and panoramic views of the city, as well as riverboat-style gambling, with all proceeds benefiting the Aftermarket Foundation.

Attendees of this year’s conference qualify for Continuing Education Credits (CEUs) from the University of the Aftermarket to be applied toward their Automotive Catalog Professional (ACP) designation. The ACP designation is bestowed by the University of the Aftermarket upon those catalog and content professionals who demonstrate a commitment to life-long learn-

ing, career development and industry participation.

Eight automotive catalog professionals received their Automotive Catalog Professional (ACP) graduation certificates on April 23, during the conference. The 2013 ACP recipients were: ● James Bond, Cloyes Gear and Products Inc. ● Todd Campau, Gates Corp. ● Paul Engl, Wells Vehicle Electronics ● David Haun, Gates Corp. ● Duane Meadows, Denso Products and Services Americas Inc. ● Jason Riegel, Tenneco Inc. ● Thomas Sibert Sr., Motorcar Parts of America ● Christa Walthal, Gates Corp.

Also during the conference excellence in cataloging was recognized, with numerous awards presented to the best examples of print, Web and mobile cataloging.

The winners for 2013 were: Catalog Award Type Level

Company/Catalog

Paper

Gold

MPA/PureEnergy Starters and Alternators

Paper

Silver

Gates Corp./Fleet & Heavy Duty Applications

Paper

Bronze

WAI/Wiper Motors

Web Catalog

Gold

Airtex/FuelPumpU.com

Web Catalog

Silver

K&N Engineering/ KNFilters.com

Web Catalog

Bronze

Gabriel/Heavy Duty e-catalog

Mobile Gold Web App

Dayco Products/ VIN-scanner

Mobile Silver Web App

Robert Bosch/ Bosch Finder App

Mobile Bronze Web App

K&N Engineering/ KNFilters.com/mobile

An added tradition at the NCMA conference is for leading

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AFTERMARKET NEWS

automotive data receivers to recognize the best of their suppliers in providing high-quality, timely and accurate electronic catalog and product information. Wholesale and retail chains, eTailers and electronic catalog companies evaluated electronic content suppliers. The 2013 Electronic Data Excellence award winners were: Best in Class Award Winner

Advance Auto Parts

Perfection Hy-Test

AutoZone

Lund Industries

CARQUEST

Gates Corp.

Epicor Software

K&N Engineering

NAPA Auto Parts

NAPA Belts & Hose

by Gates Corp.

O’Reilly Auto Parts

Gates Corp.

U.S. Auto Parts

K&N Engineering

WHI Solutions

WIX Filtration

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Standard Motor Products Named Federated Outstanding Vendor of the Year STAUNTON, Va. — For the second consecutive year, the Federated Auto Parts membership has selected Standard Motor Products (SMP) as its Outstanding Vendor of the Year. Bo Fisher, chairman of Federated Auto Parts, presented Federated’s most prestigious vendor award to Standard Motor Products during the group’s national meeting and annual awards dinner held April 25 in Orlando, Fla. Accepting the award on behalf of SMP were Bill Collins, Robert Frick, Matt Guden, Bob Kimbro, Alex Simmons and Ken Wendling. In addition to the Outstanding Vendor of the Year award, Federated presented its Outstanding Supplier Support

Bo Fisher, chairman of Federated Auto Parts (fourth from left) presents the Federated Outstanding Vendor of the Year Award to Standard Motor Products.

Awards to its supplier partners that excelled in five key categories: •Education and Training Vendor of the Year – Denso •Electronic Cataloging Vendor of the Year – Dorman •Marketing Vendor of the Year – Federal-Mogul •Order Fill Vendor of the Year – East Penn •Sales Representation Vendor of the Year – Gates

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MARKETPLACE › visit www.counterman.com/ASAP for reader service StopTech Introduces Big Brake Kits for 2013 Lexus GS350

A1 CARDONE Electronic Automatic Transmission Control Modules Now Available 2001-04 Dodge/Chrysler vehicles that have been trudging through the ice, snow and salt this winter are especially susceptible to Electronic Automatic Transmission Control (EATX) Module Problems.

This is evident through poor shift quality, hesitation, decreased fuel mileage or even the vehicle switching into “Limp Mode.” Until now, your only option for replacement EATX modules was the expensive OE dealer. CARDONE’s 11 exclusive part numbers of A1 CARDONE Reman EATX Modules offer OE performance without the high price, and are in stock, ready to ship. Save money today with CARDONE!

StopTech, the high-performance and racing brand from Centric Parts, has introduced StopTech Big Brake Kits for the all-new 2013 Lexus GS350 sedan. The new kits include one front StopTech Big Brake Kit and one rear StopTech Big Brake Kit. These big brake kits represent the ultimate brake system upgrade with stiffer calipers, larger rotors, higher friction pads, stainless steel braided lines and all of the necessary mounting hardware. All kits, as well as the complete line of StopTech braking systems and components are available through motorsports distributors and performance automotive aftermarket retailers today.

Champion Announces New Full-Synthetic 15W-50 Racing Motor Oil

Pentosin Transmission Fluids For Automatic, Manual, Double Clutch Applications Available From CRP CRP Automotive offers a wide range of Pentosin OEquality transmission fluids to cover a wide range of European vehicles, including popular makes such as, Audi, BMW, Jaguar, Land Rover, Porsche, Volkswagen, and Volvo. The line is formulated on a fully synthetic base oil technology and incorporates special anti-wear chemistry and friction modifiers to deliver safe and stable friction performance in various types of transmissions – manual, automatic and double clutch. The line includes: Pentosin ATF 1; Pentosin FFL 2; Pentosin FFL 3; Pentosin FFL 4; and Pentosin MTF 2 Manual Transmission Fluid.

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Champion Oil recently released its “Purpose-Built” full synthetic 15w-50 Racing Oil in a new 5-gallon container. Champion’s 15W-50 Racing Oil utilizes a premium ZDDP anti-wear protection package, with high levels of zinc and phosphorus. Champion’s 15W-50 Racing Oil seals out rust, neutralize acids, and resists foaming. In addition, Champion’s 15W50 Racing Oil is formulated specifically for friction reduction, to significantly reduce operating temperatures and prevent the forming sludge, varnish, deposits or acids. Champion’s 15W-50 Racing Oil part no. 4309 is available in 12-quart/case lots, 5-gallon containers, 55-gallon drums and 275-gallon totes.

MARKETPLACE › visit www.counterman.com/ASAP for reader service Convenient ACDelco Fluids And Chemicals Catalog Now Available For Order

The Ultimate Import Wire Intermotor Import Wire Sets are unrivaled for quality, coverage and original match. No one provides more extras like factory-installed separator clips, anchors, protective loom and trays to keep wires sorted properly and safely. Intermotor wire sets install with ease for exceptional power, performance and extra-long service life.

ACDelco has released its 2013 Fluids and Chemicals Catalog (part number VC-CA-0304-12A), combining 16 categories of ACDelco fluids and chemicals into one resource, from motor oils and brake cleaners to appearance products and sealants. For convenience, the catalog also includes a Service Event Quick Reference Guide and a section on GM-Recommended Fluids at GM-Recommended Intervals.

Order electronic copies through the ACDelco e-Store (part number VCCA-0304-12E) and Oil Supplement (part number 10-SU-030512E).

ACDelco Professional ReadyStruts Take The Bumps Out Of Suspension Jobs ACDelco pre-assembled Professional ReadyStruts provide owners of GM’s most popular models (37 SKUs) with a smoother, safer ride and technicians with an easier strut installation job. They cut installation time by up to 30 percent by including the strut, spring, strut cushion and upper strut mount in a single unit. ACDelco Professional ReadyStruts are covered by a limited lifetime warranty and require no special installation tools.

counterman.com 33

TECH TIPS

How Long Should A Brake Job Last?

By Andrew Markel

very technician knows it is impossible to estimate how long a set of brake pads will last. But, due to changing ownership cycles, your customers are developing new expectations you will have to deal with.

According to R.L. Polk, in 2012, the average consumer held onto a vehicle for 57 months. This is up from 38 months in 2002. If a customer drives 15,000 miles a year, the customer will accumulate 23,000 more miles before they trade it in.

These extra miles could mean an extra front brake job or the replacement of the rear pads during their ownership cycle. These repair incidents creates points of reference that form certain expectations that were not there just a decade ago.

But, in some cases reality may not meet customer expectations.

Why? Each time the brakes are serviced, the pads could be compromised by the previous brake jobs that did not restore the brakes to like-new condition.

The brake hardware might not have been replaced during the first brake job. Halfway through, the customer-expected life of the pads, the abutment clips may have corroded and lost their spring. Now,

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the pads are wearing unevenly and there may be noise before the wear sensor hits the rotor.

The guide pins could have been neglected on the next brake job.

Now, the pads are wearing really unevenly and the customer will notice that mileage between pad changes has significantly dropped.

Performing a complete brake job will break the cycle, and hopefully

Delamination is caused by failure of the attachment method.

return the vehicle to a normal replacement interval.

A normal customer-expected wear interval cannot be achieved if a low-quality brake pad set is used.

One area that is consistently cut is the quality of the backing plate and how it retains the friction material during the life of the brake job.

Keeping a friction material attached to a piece of metal under more than 1,400 psi and shearing forces is not something to take for granted when selecting a replacement brake pad. If the attachment method and implementation is sub-

standard, it can result in noise and eventually failure of the pad before it is worn to the OEM specifications.

This is called edge lift or delamination. It is caused by failure of the attachment method and can be hastened by corrosion. The first symptom of the failure is noise.

The noise is a result of the separation causing irregularities in the braking surface and the pad now having completely different NVH properties.

Some manufacturers are using mechanical attachment methods that can prevent delamination in a brake pad. The technology allows brake pads to be run down to the last few millimeters of friction material. The bond can be resistant to shear loads, corrosion and heat. This makes for a pad that can meet or exceed a customer’s expectations for pad life.

In a recent survey of technicians and shops performed by Counterman magazine, noise was the primary reason why a customer brought their vehicle in to have the brakes inspected. They did not bring it in for a low-priced brake job. They want safety, not a low price. They can see the value in getting more miles out of a complete brake job rather than a cheap brake job that has them returning to you 10,000 miles sooner. CM

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VIEWPOINT

What Is A Good Parts Specialist Worth?

By DeWayne Demland

he other day, I was at a meeting with the local automotive association that was meeting with the chairman of the commerce committee for the state legislature. Everyone who was there represented different aspects of the aftermarket: regional and national associations, WDs, manufacturing representatives, program distributors and even education.

Prior to the start of this meeting, I was discussing education with several people there. This is a passion that I have always had, especially in this industry. The discussion centered around the education of parts specialists, and this was something several of the people there voiced as a concern. The cost of one program to train parts specialists was mentioned in this discussion.

Someone thought the cost of this program was too much. This stirred up something deep inside me, as I was thinking that this is definitely an issue that needs to be tackled.

Most automotive technician programs cost about $5,000. Keep in mind that these technicians pay for their education on their own, most prior to ever being employed as a technician. This is just their initial training; they will be required to continue their training in order to stay current with the changes in the industry. Depending on the path the technician takes, that education will come from an OEM or from us in the aftermarket.

Many of us have been involved with putting on clinics for our customers so that they stay current in being able to repair these vehicles. Along with that is the hope that they will “remember� who helped give them that knowledge — those of us who supply parts for them, and will come to us for the parts to repair these vehicles. The unmentioned advantage for us as parts profesContinued on page 55

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ECH FEATURE

By Larry Carley, technical editor

Don’t Overlook Brake Hardware New brake hardware is recommended for high-mileage vehicles when the brakes are re-lined.

hen a customer purchases new brake pads or shoes for their vehicle, they often overlook the hardware in the brake system that supports the calipers and pads. Anti-rattle shims and springs also help dampen noise-producing vibrations when the brakes are applied. If the vehicle has drum brakes at the rear, the hardware inside the drums positions and retracts the shoes and helps maintain proper shoe adjustment.

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Brake hardware should always be inspected and replaced as needed because worn, loose, badly corroded or missing hardware can prevent the brakes from operating properly. New brake hardware is 38

May 2013 | Counterman

recommended for high-mileage vehicles when the brakes are re-lined.

The shoes inside a rear drum brake are held in place by “holddown springs,� which are small coil springs secured by a pin that

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TECH FEATURE

New brake hardware is recommended for highmileage vehicles when the brakes are re-lined.

A “self-adjuster” inside the drum brake maintains proper clearances between the shoes and drum.

extends through the backing plate and locks into a cover piece that fits over the top of each spring. If the hold-down springs and pins are badly corroded, they may break or fall apart. The loose pieces will then rattle around inside the drum, creating noise, possibly scoring the drum and/or wedging between the shoes and drum causing the brake to seize.

Also attached to each shoe are two or more relatively stiff “return springs.” The return springs pull the shoes back away from the drum when the brakes are released. Over time, these springs may weaken and allow the brakes to drag.

A “self-adjuster” inside the drum brake maintains proper clearances between the shoes and drum. If a self-adjuster is corroded or sticks, it won’t compensate for lining wear and will cause brake pedal travel to increase.

Note: self-adjusters are usually directional and are not interchangeable left-to-right. If installed on the wrong side, the self-adjuster will not work properly.

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May 2013 | Counterman

include a cable linkage for the selfadjuster and/or parking brake lever and an additional return spring for the parking brake mechanism.

Disc brake hardware includes the slides, pins, boots and bushings that allow a “floating” (sliding) caliper to center itself over the rotor, the “anti-rattle” springs that dampen pad vibrations to reduce brake noise, and any additional shims or insulators that may be used on the back of the pads for additional noise control.

When the pads and/or calipers

are replaced, the caliper mounts, slides, bushings or pins should all be carefully inspected and lubricated to assure smooth operation. If your customer doesn’t have brake grease, be sure to sell him some.

Loose, missing, corroded or damaged hardware can also contribute to disc brake noise problems. If the anti-rattle clips, shims or insulators that go on the backs of the pads are overlooked or forgotten, the pads may rattle and vibrate when the brakes are applied causing an annoying squeal. CM

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ECH FEATURE

By Larry Carley, technical editor

Fuel Filters Fight Contamination he fuel filter is the fuel system’s first line of defense against contaminants. The filter traps any dirt or rust particles that have been sucked up by the fuel pump inside the fuel tank so they can’t reach the fuel injectors. The injectors have a small screen in their fuel inlet connection to prevent large particles from entering, but the screen provides virtually no protection against microscopic particles that can wear and damage the tight-fitting valve inside the injector. That’s why the fuel filter is so important.

The fuel filter may be located somewhere in the fuel line (engine compartment, under the vehicle or near the fuel tank), or it may be part of the fuel pump module assembly inside the fuel tank if the vehicle has a “returnless” EFI system. Most of these in-tank filters are “lifetime” filters with no recommended service interval. The filter usually only needs to be replaced if the fuel pump has failed or the fuel tank is contaminated with dirt or rust.

Fuel filters on most fuel-injected engines (except those with returnless EFI systems) flow a lot more fuel than the engine actually burns.

That’s because the fuel continually recirculates from the engine back to the tank when the engine is running. So the same fuel is actually filtered over and over again every time it makes the loop from the tank to the engine and back.

Most fuel filters will trap particles 3 microns or larger in size, and some will trap particles that are even smaller. And just like air and oil filters, filtering efficiency goes up the dirtier the filter gets. But at the same

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time, so does the resistance to flow.

Though the trend has been to move to longer and longer service intervals, many technicians still recommend replacing in-line fuel filters every 30,000 to 50,000 miles for preventive maintenance.

A plugged fuel filter will restrict fuel flow to the engine. The drop in pressure may not be noticeable at idle, but as engine speed goes up, there may be a significant drop in pressure and a decrease in flow.

Symptoms of a restricted fuel filter include a loss of high-speed power, lean misfire, hesitation and even hard starting.

A new fuel filter should always be installed when a fuel pump or fuel injectors are being replaced. If a new filter becomes clogged shortly after it has been installed, the inside of the fuel tank is probably dirty or rusty. The fuel tank needs to be inspected and cleaned as needed — or replaced if it is a steel tank and is badly corroded inside. Aging plastic fuel tanks can even deteriorate inside and shed particles that may clog a fuel filter.

Note: Inexperienced DIY customers can easily damage a fuel line if they do not have the proper tools for changing an in-line fuel filter that is mounted with a quick-release connection. A special disconnect tool is required to remove the fuel lines from the filter. Prying or forcing the connection apart will usually destroy the fuel line.

If rubber hoses connect to the fuel filter, they should be inspected and replaced if cracked, damaged or leaking. Fuel hoses more than 10 years old should be replaced with new EFI-rated hoses. CM

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ECH FEATURE

By Larry Carley, technical editor

The Inner Workings Of Fuel Injectors The only cure for a dead, leaky or defective injector is to replace it with a new or remanufactured injector. uel injectors are the spray nozzles that deliver fuel to the engine. In multi-port injected engines, there is one injector for each cylinder. On older throttle-body EFI systems, one or two injectors mounted in the throttle body supply fuel for all of the cylinders. Another variant is GM’s Central Point Injection (CPI) system, which has a single “Maxi” injector that routes fuel to mechanical poppet valve injectors at each cylinder.

Fuel flows through an electronic fuel injector when the solenoid inside the injector is energized by the powertrain control module (PCM). The strong magnetic field created by the current pulls opens the injector valve allowing fuel to spray out of the injector nozzle. When the PCM cuts off the current to the injector, the spring-loaded valve snaps shut and the flow of fuel stops.

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The on and off cycling of the injectors produces a buzzing noise while the engine is running. The average on-time of an injector isn’t very long: only a couple of milliseconds at idle. At wide-open throttle, the on-time might jump to 15 milliseconds or more. By carefully controlling the duration (ontime) of each injector, the PCM can regulate fuel delivery and the air/fuel mixture to optimize fuel economy, emissions and performance.

As long as the injectors are all working properly and are clean (no varnish buildup to restrict the spray nozzles), the engine runs smoothly and delivers peak performance and fuel economy. But if varnish builds up in the nozzles over time, it can restrict fuel delivery and may even cause one or more cylinders to experience lean misfire. Adding a bottle of fuel injector cleaner to the fuel tank can help clean dirty fuel injectors and prevent the buildup of deposits. But if one or two treatments with a cleaner product fails to restore normal operation, the injectors may have to be professionally cleaned or replaced.

Injectors can sometimes fail as a result of internal corrosion or an electrical short or open. The close tolerances of the injector valve can also wear over time, causing detrimental changes in the way the injector functions. The only cure for a dead, leaky or defective injector is to replace it with a new or remanufactured injector.

If one or more high-mileage injectors have failed, the best advice is to replace the entire set of injectors at the same time. This will prevent further troubles down the road.

Other items that should also be inspected and replaced as needed include all fuel lines, the fuel filter and fuel pressure regulator. The fuel pressure regulator controls fuel pressure to the injectors. The regulator is usually located on the engine fuel supply rail, but is part of the fuel pump module assembly inside the fuel tank on vehicles that have a “returnless” EFI system. A weak or leaky fuel pressure regulator can cause a drop in fuel pressure that will hurt engine performance. CM

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ECH FEATURE

By Larry Carley, technical editor

Motor Oil Is A Changin’ The increased emphasis on fuel economy means today’s oils are thinner and contain more friction modifiers and viscosity extender additives. otor oil is a product that has changed quite a bit in recent years. With longer and longer intervals between oil changes, the quality of motor oils has gotten better and better with higher-grade base stocks with partial or full synthetic formulations. Synthetic oils are often recommended or required for extended oil drain intervals.

The increased emphasis on fuel economy also means today’s oils are thinner and contain more friction modifiers and viscosity extender additives. Most late-model vehicles are now factory-filled with 5W-20 or 5W-30 multi-viscosity oil, and some are even using oils as thin as 0W-20. Thinner oils are usually required for overhead cam engines to speed upper valvetrain lubrication following a cold start. For older pushrod engines, 10W30 is still a popular viscosity. The best advice here is to

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follow the viscosity recommendations of the vehicle manufacturer.

Another change that has taken place in motor oils in recent years has been a drastic reduction in the amount of zinc and phosphorus (ZDDP) anti-wear additive in the oil. ZDDP can contaminate and shorten the life of the catalytic converter and oxygen sensors, especially if the engine burns oil as it ages. Most late-model engines do not require much ZDDP because they have low-friction roller cams or overhead cams with followers. However, older vehicles that have pushrods engines and flat tappet cams still require higher levels of ZDDP to prevent cam wear and failure. Since modern oils don’t contain the same amount of ZDDP they once did, a ZDDP supplement additive is recommended to protect the cam and lifters.

Some oils are also specially formulated for older high-mileage (75,000 miles or more) engines. Such oils typically contain extra additives to counter the effects of leaks, deposits, sludge and friction. Seal conditioners help keep crank seals soft and pliable so they don’t leak. Detergents and dispersants help keep the engine clean.

Another change in motor oils is the introduction of more “green” products that contain up to 50 percent ore more “re-refined” motor oil. The used motor oil in these products has been recovered and fully reprocessed using a multi-step refining procedure that is similar to that which is used to refine crude oil. The resulting base stock is as good or better than a comparable traditional base stock, and meets the same API and OEM performance requirements when it is reformulated with the proper additives. Re-refined motor oil is being used successfully by numerous fleets, the U.S. military and ordinary motorists.

The greatest benefit of re-refined motor oil is that it recycles a valuable product that might otherwise be burned or discarded. The U.S generates more than 1.4 billion gallons of waste oil annually. Re-refining used motor oil uses 85 percent less energy than refining crude oil, and allows used motor oil to be recycled as many as eight to 10 times! CM

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ECHANIC CONNECTION

By Gary Goms, commercial accounts editor

Ball Joint, Tie Rod Sales hen installed in a conventional short/longarm (SLA) suspension system, an upper and lower ball joint connects connects the steering knuckle to the upper and lower control arms. Each ball joint allows the steering knuckle to move smoothly through a vertical plane while the spindle simultaneously pivots in a horizontal plane.

Due to its extreme mechanical simplicity, a MacPherson strut suspension contains only a lower ball joint. This design allows vertical movement in the lower control arm while the steering knuckle and spindle pivots in the horizontal plane.

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SLA Suspension Systems SLA ball joints are manufactured in load-bearing and non-load-bearing versions. The load-bearing joint in an SLA suspension system is located on the load-bearing control arm, which supports the vehicle’s weight via a coil spring or torsion bar. The non-load-bearing or “follower” ball joint is located on the control arm that holds the wheel in correct alignment. The major difference between the two is that the load-bearing ball joint is not preloaded while the follower joint is preloaded.

Wear in the load-bearing ball joint is measured in thousandths of an inch vertical and horizontal play.

Because a ball joint is self-centering, manufacturers allow a small amount of play to exist in loadbearing ball joints. Wear in the preloaded follower joint is measured by the amount of preload torque required to turn the ball joint stud in the ball joint socket. The wheel’s alignment angles will be most affected when the upper ball joint wears out.

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Macpherson Struts To take the place of the upper control arm in a conventional SLA suspension system, the spring and shock absorber are built as one assembly in the MacPherson strut design. The upper part of the strut is held in place by a bearing plate assembly that bears the vehicle weight and allows the strut assembly to pivot. The strut is bolted to the steering knuckle and the lower part of the steering knuckle is connected to the lower control arm by the lower ball joint. The lower ball joint is a non-load-bearing design that maintains the camber and caster alignment angles. As with the SLA design, wear in the lower ball joint is generally measured by the amount of torque needed to turn the ball joint stud.

The spherical ball joint used in a tie rod end is spring-loaded to keep the pivot ball centered with the tie rod joint socket. But, since every steering system contains four tie rod ends, a small amount of wear in each can result in enough cumulative wear to affect the toe angle of the wheel alignment, which is the most critical angle for controlling tire wear.

While an individual ball joint or tie rod end might suffer premature wear, most wear at the same rate.

Since labor is the larger portion of any suspension repair cost, it’s therefore more cost-effective to sell ball joints and tie rod ends in pairs or sets. On lower-mileage vehicles, load-bearing ball joints are generally replaced in pairs. On highmileage vehicles both the load-bearing and follower joints should be replaced as a set. And, while the steering knuckle is removed, suggest replacing the rubber control arm bushings on high-mileage vehicles as well. CM

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ECHANIC CONNECTION

By Gary Goms, commercial accounts editor

valve timing varies just a few degrees, the valves will collide with the piston.

Modern automotive engines are usually designed with overhead camshafts to eliminate the all but the camshaft follower and valve spring from the valve train. Aside from the few remaining push rod engines in production, all modern engines rely on a timing belt or timing chain to time the camshaft with the crankshaft. Metal timing chains are making a comeback because of their reduced maintenance needs.

All In The Timing he current project of a fellow I know who restores antique tractors is a 1938 John Deere equipped with a huge twocylinder engine. The engine develops full torque at about 2,000 rpm, which is slightly above cruising speed for a modern engine. The engine itself is a statement of simplicity since the intake and exhaust valves are mechanically opened by eccentrics or lobes cast into the engine’s camshaft.

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The Otto Cycle Like a modern engine, the John Deere is an Otto Cycle engine. In the Otto Cycle, the intake cam lobe forces the intake valve to follow the piston downward as it descends to draw air and fuel into the cylinder on the intake stroke. As the piston begins to ascend on the compression stroke, the intake valve closes. Just before the piston reaches top dead center, the spark plug fires the air/fuel mixture, forcing the piston 50

May 2013 | Counterman

downward on the power stroke. Just before the piston reaches bottom dead center, the exhaust valve camshaft lobe forces the exhaust valve open, which releases the residual exhaust gas pressure into the exhaust system. As the piston ascends on the exhaust stroke, spent exhaust gases are pushed out of the cylinder in preparation for another intake stroke. A strong valve spring is required to force the valve, rocker arm, push rod, and tappet (also known as a lifter or cam follower) to follow the contour of the rotating camshaft lobe.

As you might suspect, the valve and piston events must be timed perfectly to develop maximum torque and to prevent the valves from colliding with the pistons. Fortunately, most “non-interference” engines have enough clearance between valve and piston to prevent piston-to-valve contact. On the other hand, many “interference” engines don’t have this clearance and, if the

Timing Belts Because their remaining service life is difficult to estimate, timing belts must be replaced at specific mileage intervals to prevent failure.

Early timing belts had to be replaced at 60,000-mile intervals while current production engines require replacements at 105,000 miles or as specified by the auto manufacturer.

As preventive maintenance, most expert technicians prefer to replace all of the rotating parts in the timing cover, including tensioner and idler pulleys, water pump, balance shaft belts, and the camshaft and crankshaft oil seals.

Timing Chains Imminent timing chain failure is usually heralded by a knocking noise from the front of the engine as the worn chain “slaps” the timing cover or by a rattling sound when the timing chain guides break and begin to rattle against the timing chain. When the chain breaks or jumps timing, the engine will stall.

The worst-case scenario is bent valves on interference engines, which will require rebuilding the cylinder heads. As with rubber timing belts, it’s vitally important to not only replace all of the timing chains in the engine, along with the timing chain guides and tensioners. CM

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EEPING IT SIMPLE

By Gerald Wheelus

Many Of Us Have The Talent To Bring More To An Organization ou get 100 percent of what you do, not ask for! Whether it is in your personal or business life, you have to ask for the sale, the pay raise, new responsibilities or different ones, as it may be.

Often we find ourselves unhappy within a specific position or situation. So often, we feel stuck in that rut and need new or different responsibilities to help change things up. If you work for a company that has more than one or two stores, there is certainly room for some variety of work responsibilities. The question is: What’s the correct way to let that be known?

The truth is, there may not be a correct way. The thing is, you get 100 percent of what you do not ask for. Asking for reassignment will have to be on a case-by-case basis. However, most employers may be wishing they had someone to offer up a new idea and more importantly, someone who can head the program or initiative as it might be called.

Many of us have the talent to bring more to an organization. The problem is we do not share that talent or let it be known we possess it at all. There are certainly wrong ways to go about sharing it, so there have to be correct ways as well.

Some of the wrong ways would be to blurt it out when frustrated when the CEO, VP or GM are on a casual visit to your store.

Do not ask for reassignment and a pay raise

Y The thing is, you get 100 percent of what you do not ask for.

Gerald Wheelus is general manager of Edgewood Auto Parts, Edgewood, Texas.

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all in one scenario; it will probably not happen. Do not ask for less responsibility to go with it; it will probably not happen. Do not expect less responsibility as the reassignment will most assuredly accompany many of the same duties you were performing to go with the new. Timing will be crucial as well; you cannot expect a reassignment if there is no one to cover your post when you are absent. Again, timing and positioning will be everything.

A correct way might be a simple email stating you have an idea. It might be important enough to you to sit down with your chain of command. In a reassignment request, it is very important that you go to the immediate supervisor, then through to the chain of command.

The right time might be when the CEO, VP or GM are in your store for a casual visit, although it would be wise to know what you want or what the reassignment you want might be before doing so. It would be wise to understand what your request might be or what you might like to do before you say, “get me off the counter!”

Only you and your supervisors will know what the needs of the organization might be. That is where you have to understand the situation at hand and you have to mean what you say and be ready for the consequences if you say something that you do not.

If you have ideas, present them. All they can say is no! CM

VIEWPOINT

sionals, is that we also gain the same knowledge and insight; adding to our ability to serve our customers even better. This is referred to as “continuing education,” and in many professions and jobs, it’s a requirement. This continuing education is an added expense to either the technician or the employer, on top of their initial training.

So let’s look at how we train a parts specialist. Is there an initial training that they go through?

Typically, no. When we hire them we would probably hope that they have some sort of mechanical background. So, in many cases, the only training they receive is in the form of continuing education that is provided in-house or through the clinics they attend for technicians. In many ways, this in itself could be problematic. After all, who is the customer coming to because they may not be able to fix the problem?

So, what is the difference between “initial training” and “continuing education?” Basically, the format. Continuing education is short highlights of a given system, problem or even a product. They are most often limited in depth, and many make assumptions about the level of knowledge that the students have coming into the training. They are not typically done in a systematic approach, and may jump from one subject to another. There may even be extended time between each session.

The approach in initial training will be a complete systematic way of looking at the subject. It will be in-depth and will make no assumptions as to the level of knowledge that the students bring with them.

There are an extremely limited number of options for initial training for a parts specialist. In this context then, any cost for this

training could be perceived as expensive. This could also be a reflection as to why such a high percentage of our parts specialists are not producing at the same level as the top performers are in our stores. If the initial training for a parts specialist would cost $3,000 and increase their performance, it

would still equate to a $2,000 savings from that of a technician.

Maybe our perspective should shift from what we are doing, to what we are not doing. CM DeWayne Demland is president of Automotive Parts Training LLC of Phoenix, Ariz.

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NEWS EXTRA

Taipei, Taiwan, Site Of Unique Four-in-One Automotive, Motorcycle Shows

By Mark Phillips

TAIPEI, Taiwan — More than 1,100 exhibitors with 3,030 booths packed the NANGANG Exhibition Hall in Taipei for the combined 2013 Taipei International Auto Parts & Accessories Show (TAIPEI AMPA) and Taipei International Automobile Electronics Show (AutoTronics Taipei).

The organizer of the shows, Taiwan External Trade Development Council (TAITRA), says the turnout for shows, held April 10-

13, is a 6.7 percent increase over last year’s show. In another part of the city, two other shows were held: the Taiwan International Motorcycle Show and the Taiwan International Electric Vehicle Show.

Organizers say the combined fourin-one shows are a first for Asia.

TAITRA officials say the combined AMPA and AutoTronics shows were expected to attract 6,500 buyers and generate more than $1.3 billion in business. This year marks the 29th AMPA show

and eighth AutoTronics show.

In prepared remarks, Dr. ChihKang Wang, chairman of TAITRA, said, “Taiwan’s automotive parts and accessories industry is highly export-oriented and has proven itself to be extremely competitive in overseas markets. There are around 2,800 automotive parts and accessories manufacturers in Taiwan, of which nearly 90 percent are oriented toward the domestic and overseas aftermarket segment.”

Representatives from buyers

Michael Hu, of Depo Group/Maxzone Auto Parts, displayed company headlamp prototypes.

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May 2013 | Counterman

TYC garnered two awards — one for its adaptive front lighting (AFS) headlamp and the other for its full LED tail lamp.

such as Audi, Fiat and Advance Auto Parts attended the shows. A total of 434 buyers from the United States attended.

TAITRA arranged for at least 110 firms exhibiting at the show to meet with 41 international buyers, for a total of 782 one-on-one sessions.

Twelve Taipei AMPA innovation awards were announced.

In the auto parts segment, recipients were: TYC Brother Industries Co. Ltd. for its adaptive front lighting (AFS) headlamp. The company also won another award for its full LED tail lamp. In addition, Nankang Rubber Tire Corp. received an award for its ECO-2 tire.

AMPA also awarded several companies in the accessories category. Those were: • Zung Sung Enterprise Co. Ltd. for its non-polar jump starter • ATBS Technology Co. Ltd. for its iOBD2 TPMS • Whetron Electronics Co. Ltd. for its forward safety warning system • Cub Elecparts Inc. for its TPMS system • Red Heart Enterprise Co. for its common vehicle Seat Slider Rail

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In the auto electronics finished products category, the winners were: • E-Lead Electronic Co. for its car navigation with flat surface (EL-918C) • Holux Technology for its HypoVigilance/Fatigue Detector DFD100B • Jet Optoelectronics Co. for its car entertainment system • Mobiletron Electronics for its economy, high-sensitivity, antiglare night vision camera. CM

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F

ROM THE PUBLISHER

By S. Scott Shriber

Are You Ready For This? arlier this month, I had the opportunity to attend the Collision Industry Conference in Phoenix.

This is a collision repair-focused meeting and not something I normally would write about here in Counterman.

This, however, is one of those rare instances when the sister markets share something in common and I need to share the information across the industry. I do not think that any one of these topics below will shock you. In fact, many of you will have heard of some of these things before as I have. I had actually at one time or another heard of all of these.

What I had not done was consider them in their totality. Add to it some are mandated and you have a lot to chew on. So let’s get started: The first thing I learned was that stability control has been mandated on U.S. passenger cars for the 2012 models. While I remember when the government started the phase-in, I did not remember that all cars produced for the U.S. market were required to have ESC now. ESC is a great innovation and has been around on premium vehicles for a long time. For those who don’t know, it is an advanced vehicle system that utilizes the ABS system in conjunction with directional sensors to ensure a vehicle is heading in the direction that the wheels are turned toward.

The CIC Technical Committee delivered an excellent presentation on other safety/crash avoidance technologies that are available today and on the horizon. I will give you a brief list below to make my point: TPMS: pretty straightforward and already on most cars; HAC & HDC: Hill ascent and hill de-

E Change is good and in this case positive, but we need to plan now for all that it includes.

scent control; pretty easy to figure out what these do, but both run through the ESC components to operate; Blind spot warning: this alerts drivers when there is someone in the vehicle’s blind spot; Lane departure warning: this system alerts drivers when they are attempting to leave the lane they are traveling in; and Adaptive headlights: These headlights actually follow the direction the steering wheel is pointed in.

This is all really great stuff and it is aimed at one thing — our safety. There are also convenience options that can make all of our driving experiences more fun and even exciting. Remember, these are here today or coming very soon.

While all of these features are arguably very important, the concern is, are we ready to fix them? Do we have the diagnostic equipment to troubleshoot these complex interdependent systems? What about the training to diagnose these options? Not to mention the complexity of making the parts and having the right parts.

We in the aftermarket need to be aware of these features and do what we need to do to be ready to service them. Many of these systems have parts that need to be programmed before they can be used on a vehicle. When you sell that new window switch to the Camry customer, you better know to tell them that in order for it to work, it has to be identified by the vehicle’s onboard system. Otherwise, it’s coming back and so is the unhappy customer.

Change is good and in this case positive, but we need to plan now for all that it includes.

See you in the other lane if my car will let me go there. CM

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May 2013 | Counterman

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A

LLEN & ALLAN

By Allen Markowitz & Allan Gerber

Excellent Customer Service:

Easier Than You Think few months ago we wrote about the fictitious counterman Joe — we will call him Joe Counterman.

The one who showed up late, did a poor job answering the phones, made very little effort and was basically just passing through.

Poor Joe Counterman was having a tough time understanding what it takes to be successful in the workplace. This more than likely was the result of being somewhat immature, untrained and generally uncaring. To our surprise we actually heard from Joe, he really does exist and his name is — JOE! Joe explained that he was that high school kid working in the local auto parts store with no real direction. He did want to set the record straight stating that he did shave daily.

He went on to tell us that one of the older countermen saw the potential in Joe and started to train and mentor him. He learned about how to speak to people and not at them, he learned to listen. He also learned that many times there could be more than one way to deal with any given situation. He learned the value of customer service and that taking the easy way out may not always be the best way.

Joe went on to have an extremely successful 30-year career and is currently working in a management role with a major manufacturer. We wish him continued success. You never know!

Our point is that with all of our modern methods today, Joe’s simple training and mentoring did the trick and created a lifetime of employment and a solid career.

A Our point is that with all of our modern methods today, Joe’s simple training and mentoring did the trick and created a lifetime of employment and a solid career.

Allen Markowitz and Allan Gerber operate Auto Biz Solutions, which provides training, marketing, management and business consulting services to both the automotive jobber and independent repair shop.

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May 2013 | Counterman

We continually talk about the customer, when does customer service end? Obviously never. We continuously have to try and improve our skills; not only on the tasks which gratify us the most, but also on the daily mundane, repetitious tasks we don’t really enjoy performing.

Here is a simple exercise to both build customer service awareness and at the same time take a look within yourself.

Take a sheet of paper and divide it into four columns. Mark the first column, “How you treat people” and the next column “How you want to be treated.” Head the next two columns, “Stores and people that have excellent customer service and why” and the final column, “Stores, people and incidents that have not met your expectations.”

Start thinking about it and fill it out for a week or two. You will quickly see a pattern emerging and hopefully the light bulb will turn on. By doing this simple exercise you will be forced to look in the mirror and assess your strengths, weaknesses and tributes. The strong areas, as well as the areas which need improvement will quickly be identified.

Our feeling is that Joe came into our industry just passing through. Somewhere the light bulb came on and he got it. He learned what great customer service was all about and it stayed with him to this day.

Somehow, we are certain that this is not an isolated example. However, you be the judge when you fill out your own chart and then look in the mirror.

Excellent customer service does not happen unless you make it happen. CM

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For more information, go to: www.autobizsolutionsllc.com or e-mail amarkowitz@autobizsolutionsllc.com.

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C

OUNTER-TECH

By Mandy Aguilar

DTFM: Deliver This For Me iants amongst giants, Amazon and Walmart are in combat for our dollars, euros and yuans online.

Walmart is deeply entrenched in its brick and mortar stores, while Amazon, as the master and commander of ecommerce, has laid claim to the planet’s biggest chunk of virtual retail real estate.

Now, Walmart wants more online customers and has been developing innovative e-strategies to curtail Amazon’s encroachment on its sales. The company’s ecommerce sales are growing to record numbers, as they are on track to do $9 billion this year; despite this growth, Amazon will still outsell them online 7 to 1 with sales projected to exceed $65 billion this year.

This war’s main battlefield is right here in America, where Walmart has deployed its largest weapon: 4,000 stores. The logistic advantage that Walmart plans to levy over Amazon focuses on two non-tech aspects of the online business: same-day delivery and in-store pickup. As a matter of fact, both of these customer service features are becoming all the rage amongst e-retailers everywhere. Allowing online customers to come by the store to pick up their orders is a big differentiator to Amazon’s model so far.

From our own experience in auto parts, we know very well that pickups are less expensive than deliveries, and it is here where Walmart can flex its muscles with its gargantuan, countrywide store presence.

Amazon, however, is not sitting by idly.

They just launched a strategy to set up pickup locations as well. This will work in the form of conveniently-located lockers inside places customers flock to, like drug stores and convenience stores; albeit, these are only available in a few cities. Now Amazon customers can pick up their online orders the same day they place them. But the strategy is truly limited when compared to Walmart. There are only a handful of locker locations, only items that can fit in the lockers are eligible, locker space is limited, and customers have a short window of a just a

G In a radical plan, Walmart will ask some of these customers to sign up to deliver online orders in exchange for discounts on the stuff they came to the store to buy; customers will drop the online orders off on their way back to their homes.

Mandy Aguilar is a regional vice president for Jacksonville, Fla.-based The Parts House.

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May 2013 | Counterman

few days to pick up their order or risk cancellation. There is no doubt that some online consumers could benefit from this plan, but not all.

The real opportunity for mano-a-mano combat comes from same-day delivery. Both of these companies are in a mad dash to figure out a way to deliver orders the sameday consumers click through the virtual checkout on their online carts. Regarding this skirmish, other well-known players like Google and eBay are also developing schemes for same-day strategies in an allout battle to conquer, retain and augment customers.

Since its inception, Amazon has been very careful about selecting the location of its distribution centers to avoid having to collect sales taxes. This gives Amazon’s customers a reprieve from the sales taxes they face at brick and mortar stores. Coincidentally, the country’s fiscal fallout has forced many state governments to go after Amazon to collect sales taxes on items being ship to their citizens.

For a long time, Amazon fought every legal battle to avoid becoming a de facto nationwide sales tax collector; but, the writing was on the proverbial wall and now it seems Amazon’s strategies have changed. In California, Amazon abandoned its repeal campaign in state courts and swiftly flipped to signing an agreement with lawmakers to collect taxes on its behalf. Many believe this points to Amazon’s plan to set up as many distribution centers as needed, regardless of sales tax consequences, in order to accumulate product close to the customers, thus making same-day delivery possible to as many as possible.

As we all know from running auto parts deliveries every day, delivering is an extremely costly proposition; still, we are all trying to find more customers to deliver to.

At Advance Auto Parts, they are offering auto parts home deliveries within the day to do-it-yourselfers who are more than happy to “click and wait” than “drive and get.”

Perhaps Walmart might come up with the most innovative weapon in this battle after all, with its recently proposed idea of tapping their customers visiting their stores with delivering online orders placed by other customers!

In a radical plan, Walmart will ask some of its customers to sign up to deliver online orders in exchange for discounts on the stuff they came to the store to buy; customers will drop the online orders off on their way back to their homes. Walmart achieves economies of scale that will be hard to top by any other competitor. This is just an idea and it has not even been tested yet, but it’s easy to see how Walmart will be highly motivated to deploy such a low-cost delivery alternative.

To us, there is nothing new about same-

day deliveries and in-store pickup. Who would have thought that such standard features of the auto parts business will now be the new battlefields for e-commerce? For years, we have been delivering parts on the same day they are ordered, several times a day, actually, with our hotshot routes that get parts to customers in less than 30 minutes! To accomplish this level of service, we have been accumulating auto parts in warehouses and stores located as close as possible to our customers, regardless of sales tax or any other regulatory consequences. We have been doing this since before the dawn of the Internet. Clearly, we are the experts on providing such services; now the trick is to make sure we leverage our expertise in these areas to retain our customers and grow our business. CM

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Visit Mandy’s blog: www.mandyaguilar.com

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counterman.com 63

Track Talk Pit Pro: NASCAR Tech Grad Boasts Two Championships in the Pits The success of a single athlete or sports team is measured by one thing — championships.

Just ask NASCAR pit crewman Colin Fambrough who’s already been a part of two NASCAR Sprint Cup Series Championship teams during his relatively short tenure in the pits.

The Tyler, Texas, native is currently employed by Penske Racing as the rear-tire changer on the No. 2 Miller Lite Ford Fusion driven by 2012 NASCAR Sprint Cup Series Champion Brad Keselowski.

While Fambrough, 29, has quickly achieved the success some accumulate over the course of a career, he has no plans of slowing down anytime soon.

In 1992, Fambrough’s journey to the top of one of the nation’s most popular sports began in the living room of his childhood home. Fambrough questioned his mother’s taste in television when she flipped over to the NASCAR race that happened to be Richard Petty’s last.

Fambrough couldn’t have been less interested, and recalls asking his mother, “Why are you watching this?” She shared that she once had the opportunity to meet Petty, and showed him photos of her and Petty’s legendary No. 43 racecar.

“From that point on, I began watching NASCAR,” Fambrough said. “I started going to the local dirt tracks

and watching the races live.”

But it wasn’t until 1999 when Fambrough saw the pack hit turn one at Daytona International Speedway that his true passion for the sport was ignited.

“It was the coolest thing I had ever seen. It was an amazing experience.”

After seeing a commercial about NASCAR Technical Institute (NASCAR Tech) a few years later, he realized this was the avenue he had been searching for to break into the sport.

“I realized there was a practical application to attending NASCAR Tech,” he said. “The first portion of the program is focused around automotive technology where you acquire skills and knowledge that are manufacturer-specific. They provide a foundation for a career as a technician regardless of the desire to work for a NASCAR team.”

After some discussion, Fambrough’s parents were on board, and he was soon in “Race City, USA” (Mooresville, N.C.) going to school. To his surprise, he was learning more than just automotive skills.

“It was remarkable meeting different people and seeing diverse perspectives of life,” Fambrough said. “I was around people who had the same interests and goals, and that really helped me understand who, and what, I wanted to be.

For the first time I was doing much more than what I need-

ed to do to get by. It was the first thing that really had me interested.”

As Fambrough approached graduation, he began the process of looking for a job and turned to his instructors for guidance.

Fambrough’s instructor, D.J. Copp, advised him to learn how to pit cars, continue practicing, Since graduating from NASCAR Tech, Colin and begin talking to race Fambrough, right-rear tire changer on the teams to get his foot in No. 2 Miller Lite Ford Fusion, has spent much of his NASCAR career in victory lane. the door.

“My instructor said (Photo Credit: Colin Fambrough) being a part of a pit crew opens another set of real-life taste of pit road. doors outside of being a techniWhen Logano signed with cian,” Fambrough said.

Joe Gibbs Racing, Fambrough Fambrough was now a soon followed, inking a deal NASCAR Tech student by day with the team as a pit crew and training vigorously at night member.

Since then, to hone his pit crew skills. Fambrough has spent much of Times were tough, but his career in victory lane, pitFambrough knew the hard ting cars for some of the sport’s work would pay dividends best drivers including Jimmie down the road.

Johnson, who Fambrough pitCopp helped Fambrough ted for during the 2010 season secure an interview with Roush when he captured the NASCAR Fenway Racing, and after a Sprint Cup Series series of interviews and tryouts, Championship. he made the team.

Fambrough credits drive, At the same time, determination and a great eduFambrough befriended a cation as the keys to his success. young, developmental driver “NASCAR Tech provided me coming up the ranks named with an opportunity to begin Joey Logano. By chance, my career, and without them I Logano’s own race team at the don’t think I would be where I time was down a pit crew am today,” he said. “NASCAR member. Asking for volunteers, Tech offered options that proFambrough jumped on the vided me with a successful opportunity and the next day career and that is really hard to was at the track getting his first beat.”

By Josh Reed

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