Tire Review

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Back 2Basics

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Back 2Basics Bac

Step-by-Step VEHICLE ALIGNMENT

Part 5 in TIRE REVIEW’S Exclusive Series Gives You a Thorough Lesson in How to Properly Perform a Vehicle Alignment March 2013 TireReview.com

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MARCH 2013

CONTENTS Volume 113 | No. 03

26

30

20

Columns & Departments ■ FIRST LOOK: TireReview.com

Social Media + Truck TPMS + Top-Notch Service | 4

■ COMMENTARY: First Off - Practice, Practice, Practice The Car Side - Maintenance Knows No Limits

40

■ NEWSMAKERS: The U.S.-Canada Price Disparity Goodyear’s Annual Dealer Conference

|8 | 68

| 10 | 14

■ BUSINESS:

Market Intel - Tire & Service Pricing | 18 Mobile Marketing - Become Even Easier to Find | 20 Selling Smart - Winning & Losing: Part 1 | 26

FEATURES

30 Cover: Back2Basics: Vehicle Alignment 36 Top Shop: Rainbow Tire

■ TIRES: TPMS - Making the Seasonal Change Ag Tires - And on the Ninth Day...

Truck Tires - Comfort, Familiarity Still Count Tire Tech - Why Do My Tires Feel Different?

■ SOLUTIONS:

40 Tires: Retread Update

Spotlights - Brakes & Friction Materials Products

| 48 | 50 | 52 | 55

| 57 | 61

44 Service: Steering Angle Sensor Diagnostics BPA

INTERNATIONAL

Members of:

Proud Supporters of:

TIRE REVIEW (ISSN 0040-8085) (MARCH 2013, Volume 113, Number 03. Published monthly by Babcox Media Inc., 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 Tire Review, 3550 Embassy Parkway, Akron, OH 44333. A limited number of complimentary subscriptions are available to individuals who meet the qualification requirements. Call (330) 670-1234, ext. 242, 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 for one year. Canada: $89 for one year.

Canadian rates include GST. Ohio residents add current county sales tax. Other foreign rates/via airmail: $129 for one year. Payable in advance in U.S. funds. Mail payment to Tire Review, P.O. Box 75692, Cleveland, OH 44101-4755. Visa, MasterCard or American Express accepted. Founded in 1901. © 2013 by Babcox Media Inc. “Tire Review” is a trademark of Babcox Media Inc., registered with the U.S. Patent and Trademark office. All rights reserved. Publisher reserves the right to reject any subscription that does not conform to his standards or buying power coverage. Advertising which is below standard is refused. Opinions in signed articles and advertisements are not necessarily those of this magazine or its publisher. Diligent effort is made to ensure the integrity of every statement. Unsolicited manuscripts must be accompanied by return postage.

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FIRST LOOK

ONLINE @TIREREVIEW.COM

BLOGS

Social Media Predictions Wondering what will happen with social media in 2013? You’re not alone. Everyone is wondering what Facebook and Twitter will do next or if a new social network will surge. While no one can really foresee the future, there are some trends that will probably be strong in 2013. tirereview.com/blogs

inTIRES

inBUSINESS

Time is Money

Female-Friendly Service

A textbook example of that expression surfaced when a wellrun fleet was debating the payback for spec’ing TPMS on some new equipment. Proper inflation is the lifeline of tire performance, but this fleet also had several additional, more difficultto-quantify benefits it was chasing. tirereview.com/inTires

Is your shop clean and inviting? Is speed of service a priority? Are your service and salespeople attentive and personable? If you answered no to any of those questions, you might be alienating at least half of your customer base. While men might overlook a dirty showroom or distracted salesperson, women won’t – and recent surveys suggest that women now buy 65% of all passenger tires sold in the U.S. tirereview.com/inBusiness

TireReview.com Visitor Comments Letters to the Editor: Shrinking Dealer Base is a Concern “I agree that it is tough to compete against a giant that uses ‘family’ in its advertising. It’s also tough to compete against the blatant bait and switch behavior of big-box and chains. What’s tougher is the newer phenomenon of competing with our distributors for business on the web. Being a ‘recommended installer’ for companies like Tire Rack, TireTeam and TireBuyer is just lip service. They’ll just as soon send their customers to a faceless big-box or chain store to get tire services for half the price we charge. The post-recession consumer has changed their buying habits and they’re not always going for

the lowest price. Time is money and they want to buy locally. Local businesses need to leverage their online reviews, word of mouth and social media. Give fast service and keep up standards. Provide a comfortable place to wait and be nice!”

– Spencer Carruthers “Employees also have to be aware of this major change in the industry. There are fewer companies to work for. I can remember when there might be eight or 10 independent commercial dealers in a city.

Now there might be two or three. Lose or change your job a couple of times and suddenly there is no place to work.”

– Cktire

Publisher David Moniz, ext. 215 dmoniz@babcox.com

tirereview.com 3550 Embassy Parkway Akron, OH 44333-8318 FAX 330-670-0874

330-670-1234

Editor Jim Smith, ext. 298 jsmith@babcox.com Managing Editor Denise Koeth, ext. 274 dkoeth@babcox.com Graphic Designer Nichole Anderson, ext. 232 nanderson@babcox.com

Contributing Editors Mac Demere, Tim Good, Joanne Draus Klein, Al Cohn, Shana O’Malley, Jody DeVere, Rick Barnhart, Steve Ferrante Rich Ashley, Jeff Wallick, Heather Blessington Advertising Services Kelly McAleese, ext. 284 kmcaleese@babcox.com Circulation Manager Pat Robinson, ext. 276 probinson@babcox.com Sr. Circulation Specialist Star Mackey, ext. 242 smackey@babcox.com

4 March 2013 | TireReview

Sales Representatives Doug Basford, ext. 255 dbasford@babcox.com Dean Martin, ext. 225 dmartin@babcox.com Jim Merle, ext. 280 jmerle@babcox.com Glenn Warner, ext. 212 gwarner@babcox.com Sean Donohue, ext. 206 sdonohue@babcox.com Roberto Almenar, ext. 233 ralmenar@babcox.com John Zick 949-756-8838 jzick@babcox.com

Titan’s Taylor at it Again - Remarks on French Labor Cause Stir “Getting mad at Morry Taylor when he says stuff like that is a bit like getting mad at the clouds when they dump hail on you AFTER the weatherman warned you the hail was coming. I read Montebourg’s response. BUSINESS INSIDE translated it from French, but I had to translate it from Politician to Normal Speak. I found it interesting that Montebourg did not directly refute Morry’s description of the union in France. So: ouch.”

– Manley Tire FOLLOW US ON:

Bobbie Adams, ext. 238 badams@babcox.com David Benson, ext. 210 dbenson@babcox.com Sales/List Rental Don Hemming, ext. 286 dhemming@babcox.com Classified Sales Manager Tom Staab, ext. 224 tstaab@babcox.com

Babcox Media Inc. Bill Babcox, President Greg Cira, Vice President, CFO Jeff Stankard, Vice President Beth Scheetz, Controller In Memorium: Edward S. Babcox (1885-1970) Founder Tom B. Babcox (1919-1995) Chairman

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“

You have to know what’s going on.

But every day is a rush, and I don’t have time to search all over for the latest industry news and information.

Tire Review’s e-newsletter – it’s right there for us every single day. On my phone, on my computer, and it’s on time and on the mark, and tells me what I need to know.”

- Dan Nothdurft, co-owner, Tires, Tires, Tires, Sioux Falls, S.D.

More. Delivered.

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COMMENTARY FIRST OFF

Practice, Practice, Practice I

hadn’t thought about John Scarne in 30 years. Probably longer. When I was a kid, I read his “Scarne on Cards,” a tome that was part biography and part instruction manual on all things magic. Particularly card tricks.

Not tricked-out-deck card tricks; I knew all about those from the TV Magic Cards that I’d bought at the local drug store. No, Scarne was the master manipulator, a prestidigitist so smooth, so sublime no one could pick up his moves. No one. Search “John Scarne” on YouTube and you’ll find old movie clips and TV appearances that will astound and amaze (as they say). I have never seen better.

Most people would not recognize Scarne, as great as his skill was, because in his prime there were only newsreels and vaudeville stops. Only later did a broad audience come to know him on a few 1970s TV appearances. Anyone who saw the Oscar-winning The Sting knew his hands; they were Paul Newman’s “stunt hands” in key card game scenes.

Scarne wasn’t limited to card tricks alone; he was involved in all forms of table-top, close-up magic with dice and cups and balls and the like. He invented family games, and produced a series of books showing how professional cheats would scam craps games or street corner Three Card Monte tables. He became a hot ticket as a casino advisor, teaching hundreds how to spot sharps and tricksters.

He was world-famous but virtually invisible.

Scarne said something in that book I read years ago that still resonates.

“How did you become so good, 8 March 2013 | TireReview

As Top Shop year starts, tire dealers can show that being the best is no sleight of hand

John?” he was asked. “You must have some kind of gift.”

“No,” he replied. “It was practice, practice, practice and more practice.”

To be famously called the “Magician Who Fools Magicians,” Scarne literally sacrificed large chunks of his life to practicing his craft. Entire days when he was younger (“until my hands chafed and bled”), hours daily when he became an established act. He practiced every single day until close to his death in 1985.

Scarne’s devotion reminds that true success does come from tireless and honest effort – practice, practice, practice and more practice.

What he learned to do with a virgin deck of simple playing cards you have learned to do with each customer – consumer, fleet, farmer, mine or another dealer. The polished perfection of a brilliant card trick is the sum of many, many parts. It is no different than the polished perfection of an outstanding independent tire dealership.

The seventh edition of the TIRE REVIEW Top Shop Awards presented by Ammco/Coats officially kicked off last month, seeking to honor another outstanding tire dealer – retail, commercial or wholesale – in the U.S., Canada or Mexico.

And if you have followed the program, being the Top Shop Winner – or even one of the three annual Finalists – isn’t about being the biggest or the oldest or the most connected. It is a test, a final exam if you will, pitting your dealership, your business practices, your people, your place in the community, your innovation against other highly successful dealers.

JIM SMITH Editor jsmith@babcox.com

Top Shop is both a measuring stick and an education; many entrants have remarked that they are eager to see how they stack up against the best, and take what they learn from the experience to further improve their dealership. Some even refer to the process as a “journey of self-realization,” unfolding every aspect of their entire business like a map, discovering where they have been, where they want to go, and what their dealership really looks like – the good and the bad.

To be the best takes a lot of work. Except we don’t call it “practice,” we call it “every day.” Every day your dealership has to work its magic on dozens of patrons. The presentation must be perfectly seamless, undetectable. A successful ending won’t be acknowledged with a standing ovation, but the start of a customer for life – something far more valuable.

Our industry has two kinds of tire businesses. One is the illusionist, like David Copperfield, that is a great showman, but so heavily reliant on props and distraction and invention that it is the actual magic that disappears.

The other is the master like Scarne, the dealer who relentlessly hones their craft with a simple, straight-forward and honest approach polished by countless hours of numbing practice.

We want to honor the well-practiced and hard working, the real magic makers.

But you cannot simply disappear. It all has to start with you.

Please take five minutes to enter the 2013 Top Shop Awards by visiting TireReview.com/TopShop today! ■

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NEWSMAKERS

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INDUSTRY NEWS & EVENTS

Measures Begun to Close Canada-U.S. Price Gap Canada’s Senate Committee on Finance confirmed the Tire Dealers Association of Canada’s (TDAC) findings that discriminatory “country pricing” by tire manufacturers is forcing tire consumers across Canada to pay anywhere from 30% to 50% more for the same tires selling in the U.S.” Many U.S.-based tire manufacturers use their supplier contracts with Canadian tire retailers to force them to buy tires wholesale directly from their Canadian affiliates rather than directly through much less costly U.S. wholesale distribution channels,” according to Bob Bignell, chairman of the TDAC’s Tire Price Disparity Committee.

“If a Canadian retailer buys wholesale tires from a U.S. wholesaler rather than through the manufacturer’s Canadian sales division, both the Canadian retailer and the U.S. distributor have their supplies of tires cut off by the manufacturer. In the end it’s the Canadian tire consumer who gets gouged by higher tire prices.”

In addition, according to the TDAC, even Canadian made tires are more expensive in Canada than they are in the U.S. In October 2011, the TDAC wrote to Finance Minister Jim Flaherty noting that, “Incredibly, the wholesale prices of tires manufactured in Canada are 30% cheaper in the United States than in Canada.”

In early February, the Senate committee called for a “comprehensive review of the country’s tariff policy” with an eye to reducing “the yawning gap” between retail prices in Canada vs. the U.S. The tariff system between the two countries was created to help protect Canadian manufacturers, but a wide range of issues – monetary policy, shifting trade partners, the economy and more – often have resulted in huge price differentials, “leading tens of thousands of Canadians to cross the border to stock up on clothes, alcohol, food, books, house-

Maryland House Taking up Tire Repair Legislation Maryland legislators have been considering a TIA-drafted and RMAsupported bill that would prohibit 10 March 2013 | TireReview

hold supplies and even car tires,” the Canadian Press reported.

In some cases, the price differences are absurd: Cited was a Lexus assembled in Cambridge, Ont., that sells for $44,950 in Canada vs. $40,950 in the U.S.; a Toyota made in Woodstock, Ont., costs more in Ontario than in Honolulu; books are “routinely cheaper” in the U.S. by as much as 40%.

Bignell said, “Given that the U.S. and Canadian dollars have been at parity for a long time, that many tires sold at higher prices in Canada are made here and that there are no import duties or tariffs on imported tires, there is no excuse whatsoever for tire prices in Canada to be more than 5% higher than they are in the U.S. There is simply no rationale whatsoever for a tire made in Nova Scotia to cost a Nova Scotian more than an American.”

TDAC added it would be undertaking a number of measures over the next year: • A Canada-U.S. border-wide, brand-by-brand tire price survey of passenger, light truck and medium truck tire prices to highlight the worst offenders in penalizing Canadians on tire pricing • Publishing results of those price surveys and making those results available to consumers and Canadian regulators • Petitioning tire manufacturers directly on behalf of Canadian tire consumers to get them to recognize the consumer impacts of the massive disparity between Canadian and U.S. wholesale tire prices.

improper tire repairs.

Following TIA’s prescribed direction of seeking to prohibit improper repairs instead of legislating specific proper repair steps, Maryland’s HB 122 would prohibit an “automotive repair facility from repairing a tire unless the facility demounts and removes the tire from the wheel and

rim, performs a visual and tactile inspection of the tire’s interior and exterior surfaces, and repairs certain damage to the tire in a certain manner.”

It also would set specific circumstances under which a tire could not be legally repaired, including tread depth; apparent damage to the side-

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NEWS & EVENTS

wall, shoulder, or belt edge area; a “puncture, cut, or other breach” exceeding one-quarter inch in diameter or width; or a repair where patches would overlap in any way.

Violations under HB 122 would bring a fine of $500 for each violation.

In its testimony before the Maryland House of Delegates Economic Matters Committee on Feb. 6, the RMA called the bill a “carefully balanced, pro-safety initiative” with “minimally intrusive regulation on those who fail to follow decades-old and well-known tire repair practices.

Further, the RMA testified, “HB 122 will level the playing field toward improved safety as more service providers abandon unsafe repair practices and implement the appropriate standards and practices. Service providers that have invested the time and resources to train and implement proper repair procedures should not be affected. Only those that ignore proper tire repair guidelines will be at risk of penalty.”

TIA also testified before the committee in support of HB 122, as did the Chesapeake Automotive Business Association.

“Nobody testified against us,” said TIA executive vice president Roy Littlefield, “but I believe that it will take a great deal of lobbying and grassroots effort to pass the bill.”

Kevin Rohlwing, TIA’s senior vice president of training, drafted the bill’s language.

RoadHandler is Back, Hankook First Producer Sears has formally announced the return of its RoadHandler tire brand after a nearly dozen-year hiatus.

The new RoadHandler, available only through Sears Auto Centers, will carry a 100,000-mile limited treadwear warranty. The first new

tire line is being produced by Hankook Tire Co. in South Korea, and will be formally called “RoadHandler Touring by Hankook.” It hit Sears outlets in November 2012 in 11 initial sizes.

Moving forward, Sears plans a mid-2013 launch of the RoadHandler Sport and a late-2013 rollout for the RoadHandler LT. Sears did not indicate which tiremaker would be producing those products.

New Findlay Tech Center for Cooper Tire Cooper Tire & Rubber Co. plans to open a new technology center at its headquarters in Findlay, Ohio, by the end of 2013.

The tiremaker plans to hire roughly 40 new employees – engineers, scientists, researchers and technicians – to perform research at the center.

Cooper received a $2.8 million state grant for the project, according to local reports. The company has said it plans to put $40 million into the project over the next five years.

Fuel-Efficient Truck Tires Offer Same Performance A recent study released by Transport Canada shows that the winter weather performance of fuel-efficient medium truck tires is on par with that of non-fuel-efficient tires.

The findings were part of “Packed Snow Performance of Low Rolling Resistance Class 8 Heavy Truck Tires,” which examined several brands of EPA SmartWay verified tires to assess their performance in packed snow winter conditions.

The study considered the impact of the tread designs and compounds

SCAN FOR INFO To view additional news stories, go to tirereview.com/news or scan this bar code with your smartphone or tablet.

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employed to reduce rolling resistance on winter traction and braking.

Transport Canada undertook the study in anticipation that proposed greenhouse gas emissions regulations in the country would force more Class 7-8 truck fleets to use fuel-efficient tires.

The study, conducted by the National Research Council, showed that current generation low rolling resistance tires offer a “similar level of snow traction performance as conventional tires,” while reducing fuel consumption and emissions.

TIA Makes Plans for 2014 OTR Conference The TIA OTR Conference will return stateside in 2014, with the 59th annual gathering slated for Marco Island, Fla. The conference will run Feb. 19-22 at the Marco Island Marriott Resort & Golf Club. The accompanying golf tournament will tee off at the Rookery at Marco; Hammock Bay Golf & Country Club will handle overflow golf.

TIA said dealers and suppliers can register now by calling 301-430-7280, or visiting tireindustry.org.

See the April 2013 issue of TIRE REVIEW for details from the 2013 conference.

Hankook Taps New Tech Center Vice President Hankook Tire America Corp. named Thomas Kenny its new vice president of technology and head of its Akron Technical Center.

Kenny replaces Ray Labuda, who retired at the close of 2012. The new vice president has been with Hankook at the Akron facility for the last 18 years.

Kenny will be responsible for managing various aspects of work at the Akron Technical Center, including development, testing and research for Hankook tires sold in the U.S. ■

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> Goodyear Tire & Rubber Co.

Consistency is Key in Goodyear’s ‘On Target’ Message

T

here wasn’t much to distinown business teams and with all of posure will continue along the same guish this year’s Goodyear you. That stability is driven by a lines as last year, according to NAT Dealer Conference from last commitment to our strategy,” he chief marketing officer Scott Rogers, year’s – or, for that matter, the 2011 said. “And our strategy hasn’t who gave dealers a rundown on the edition. But that absence of drama, changed. A strategy without consiscompany’s consumer-directed adverthat sameness was welcome news for tency is really not a strategy at all.” tising and promotional successes in the 2,100 tire dealers, independent In recounting 2012 performance, 2012. Rogers also unveiled a pair of distributors, suppliers and guests Jack Winterton, president of the NAT new TV spots to support a pair of who attended the Jan. 27-29 event at consumer tire unit, continued the key product launches: the Eagle the Gaylord National near Washingtheme, and reminded the audience Sport and the Wrangler All-Terrain ton, D.C. Adventure.

Dealers love conGoodyear’s sistency from their long-standing resuppliers, especially lationship with if that means no disNASCAR will be ruptions or other a key component headaches. Consisof the tiremaker’s tency was held up 2013 campaigns in as Goodyear’s print, in the air badge of honor; and online, Rogers every presentation said. And online talked about it in tools – web and one form or another, social – will conand the conference’s tinue to be de“On Target” theme ployed heavily to provided the con“influence shopstant placeholder. pers and get them And the point was to you, to buy punctuated with our brands.”

Steve McClellan, president of Goodyear’s North American Tire unit the keynote apRyan Patterpearance by baseson, vice presiball ironman and Hall of Famer Cal that Goodyear’s strategy is rooted in dent of operations and customer Ripken Jr., the hallmark of consisthe concept of generating, capturing development, reinforced to dealers tency. and fulfilling demand.

Goodyear’s OE strategy of “selectiv“I’m sure many of us remember “We have been consistent in our ity” and how its focus on fitments when this meeting was all about approach and our resolve, and we helps drive consistent, high-margin change, all about what’s new and would like to believe that you recogbusiness for both the tiremaker and different,” said Steve McClellan, nize what we stand for,” he said. its dealers. And he also revisited president of Goodyear’s North “We are market driven, we are stead- “segmentation,” and how that is American Tire unit, early in his fast in building our brands, we are driving replacement market efforts, show-opener. “There was a time relentless in the pursuit of new prod- new product development and ongowhen that was needed, but that’s not ucts, we are capitalizing on the ing product support. what’s driving us now. mega-trends of the industry with our Patterson also noted that more at“You’ll hear and see many of the investments, our targeted market tention will be paid to the Kellysame things you’ve heard from us segmentation is paying off, we value Springfield brand in 2013, with the before, but we don’t believe we’re our aligned retailers, we value our addition of 15 sizes “extending the being repetitive,” he continued. “We wholesale distribution model, and brand’s coverage to 90% of the tarbelieve we are more aligned than we believe that whatever we do has geted market,” new POS materials we’ve ever been.” to be under the umbrella of ‘Good and dealer training, and a revived McClellan recounted the tirefor consumers, good for our cuswebsite “to drive Kelly brand tire maker’s NAT strategy and how it fits tomers and good for our shareholdsales to you through the dealer locawith its dealers. “There’s more coners.’” tor.” sistency and integration, within our Goodyear’s North American ex-

Continued on Page 16

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During his presentation, Todd Pickens, senior director of consumer sales, recognized Goodyear dealers who earned national recognition over the past year – including TIRE REVIEW Top Shop Award Finalist McGee Tire in Lakeland, Fla. – and the 2013 winner of Goodyear’s “Put More Good On The Road” award, Houska Automotive of Fort Collins, Colo. Cited for his ongoing charitable efforts, owner Dennis Houska collected a crystal plaque and a check for $10,000 to be presented to the charity of his choice – the Rist Canyon Volunteer Fire Department.

be better off as a result.”

Earning that business will take added efforts, but Doug Whittington, commercial tire sales director, outlined enhancements Goodyear has made to its fleet support services – including Goodyear FleetHQ – that will make the tiremaker a more valued asset to dealers and fleets alike.

Additionally, Goodyear’s commercial tire unit has “re-aligned our sales team to have more of our people actually calling on end user fleets to grow our business, and your business,” said Whittington. “You will see more of this dedicated sales assistance to grow your local book sales, while also being preferenced when servicing national accounts.”

As usual, Goodyear chairman and

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win with these customers” and not take the business for granted.

New Products Bow

The Dealer Conference is usually Goodyear’s launch pad for the year’s planned new products, and the 2013 edition was no different. A slew of new Goodyear and Dunlop tires made their formal debut.

• Goodyear Eagle Sport All-Season: Available in June with a full lineup of 47 V- and W-rated sizes by the end of 2013. The tire carries a 50,000-mile tread life limited warranty.

• Goodyear Wrangler All-TerCommercial Tire Strategy rain Adventure: Available in SeptemWhile “consistency” was still a ber with 44 sizes by the end of 2013. key for the NAT commercial unit, The tire carries a 60,000-mile tread that group made some life limited warranty on metnews of its own with a ric and LT-metric sizes. name change for its ho• Goodyear G661 HSA listic fleet emergency (19.5-in.): The new size is set tire service system: for pick-up and delivery apFleetHQ became plications, and is now availGoodyear FleetHQ. able in size 245/70R19.5, Load “We know that the Range G. Another size, Goodyear name adds 225/70R19.5, also Load Range confidence and credibilG, will be available in July. ity to everything we de• Dunlop Sport Maxx RT: liver,” said recently The tire is available in 17 sizes minted commercial tire covering 17- to 19-inch wheel marketing director Gary diameters.

Medalis. “This means • Dunlop Sport Maxx applying the Goodyear Race: Available in seven 19name to many of our asinch sizes. sets” to leverage “the • Dunlop SP Winter Sport Major League Baseball ironman and Hall of Famer Cal Ripken power of the Goodyear 4D: The tire replaces the SP Jr. delivered the event’s keynote address. brand to benefit you.”

Winter Sport 3D, and will be Medalis also noted available this fall in 18 sizes the “revitalized Kelly brand” will oc- CEO Rich Kramer wrapped up the covering 16- to 19-inch wheel diamecupy the economy tier in Goodyear’s two-day meeting, and his remarks ters. commercial portfolio. “We believe a • Dunlop Winter Maxx: Availheavily referenced the company’s re-energized Kelly is going to be a able this fall in 47 sizes ranging from focus on consistency at all levels. great fit for your business,” and it is 13- to 19-inch wheel diameters.

In his 24-minute address, Kramer “an important part of our long-term • The aforementioned new Kelly said there were four “transformastrategy.” tire sizes include: Kelly Explorer Plus tional points that helped us to get Phillip Kane, vice president of – 205/65R16 T, 225/65R16 T and where we are.” Those were “the commercial tires for Goodyear’s 225/60R17 T; Kelly Safari Signature – courage to make decisions in a diffiNAT, actually led off the commercial 225/60R17 H, 225/65R17 H, 235/60cult market,” “collaboration aligned discussions with a challenge to his R18 H and 245/60R18 H; Kelly Characross the entire organization,” beteam and Goodyear’s truck tire deal- coming better aligned with dealers to ger GT – 215/45R17 V, 215/50R17 V, ers: “We intend to grow this year, 225/50R17 V, 225/55R17 V and improve forecasting and “improve and we need your help to do so.

235/55R17 H; and Kelly Safari ATR – the supply chain,” and “accountabil“If you’re not selling the full 235/70R17 S, 245/65R17 T and ity for execution” where the NAT value of our offering, we need you 265/60R18 T. ■ team is “playing for the long term, to. If you’ve given shelf space to not 2013 or the next year.” someone else, we want it back,” he Kramer continued, “We’ve made Jim Smith said. “But not just because I asked progress, but we have more to do.

Editor you for these things, but because we We need to prepare for growth bejsmith@babcox.com will earn them, and because you’ll cause it is coming,” and “we need to 16 March 2013 | TireReview

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BUSINESS

MARKET INTEL

TIRE REVIEW and InteliChek present up-to-date tire and service price information from major U.S. metropolitan areas.

For this monthly feature, InteliChek directly contacts a selection of independent tire dealers, mass merchants/chain stores and car dealers to obtain current pricing on replacement tires and vehicle services.

InteliChek requests and verifies

Charleston, WV Market Period 2/12-21 Mass Mass Merch.

Merch.

A B

Vehicle 1 Oil Change/Filter Replace All: 215/60R16 Vehicle 2 4 Wheel Alignment Replace All: 225/60R16

Tire Dealer A

retail prices via phone calls, using common specific vehicles, tire sizes and vehicle services. In that way, direct and useful comparisons can be made by readers.

The tire prices shown in this report are for tires only, and do not include mounting/balancing or any add-on warranties or other services or fees. To allow for a more accurate comparison, the level of tire brand –

Tire Dealer B

Tier 1, Tier 2 and Private Brand/Other – recommended by the retailer is noted. (See legend below charts.)

The services chosen for these surveys include a standard oil change (oil plus filter), a standard fourwheel alignment and front brake work (replace front pads and turn both rotors).

For more information on InteliChek, visit intelichek.com. ■

Houston, TX Market Period 2/12-21 Mass Merch.

A

Mass Merch.

B

Tire Dealer A

Tire Dealer B

Car Dealer

Avg. All

Car Dealer

Avg. All

$34.00 $24.99 $31.91 $29.99 $30.00 $507.96** $491.68** $532.00* $435.96** $664.00*

$30.18 $526.32

Vehicle 1 Oil Change/Filter Replace All: 215/60R16

$26.99 $33.28 $24.99 $30.00 $26.96 $327.96** $519.96** $464.00** $650.00* $598.00*

$79.99 $89.99 $59.95 $59.99 $79.99 $73.98 $371.96*** $491.96** $392.00** $395.96** $309.96** $392.37

Vehicle 2 4 Wheel Alignment Replace All: 225/60R16

$79.99 $79.99 $69.99 $84.95 $99.95 $82.97 $400.00** $615.96* $372.00** $400.00** $511.00** $459.79

Vehicle 3 Front Brakes, Turn Rotors $153.92 $200.00 $160.00 $179.95 $200.00 Replace All: 265/70R17 $531.96*** $1059.96* $560.00* $624.00** $736.00*

Mobile, AL Market Period 2/12-21 Mass Merch.

A

$178.77 $702.38

Vehicle 3 Front Brakes, Turn Rotors $160.00 $150.00 $140.00 $280.00 $179.95 Replace All: 265/70R17 $676.00** $771.96* $572.00** $639.80** $680.00*

$28.44 $511.98

$181.99 $667.95

Pierre, SD Market Period 2/12-21 Mass Merch.

B

Tire Dealer A

Tire Dealer B

Car Dealer

Avg. All

Mass Merch.

A

Mass Merch.

B

Tire Dealer A

Tire Dealer B

Car Dealer

Avg. All

Vehicle 1 Oil Change/Filter Replace All: 215/60R16

$21.99 $29.99 $34.00 $29.95 $40.00 $519.96** $263.92** $520.95** $561.33** $623.24*

$31.19 $497.88

Vehicle 1 Oil Change/Filter Replace All: 215/60R16

$35.00 $28.95 $26.88 $30.95 $30.00 $559.80* $372.88** $540.00* $496.00** $611.72*

$30.36 $516.08

Vehicle 2 4 Wheel Alignment Replace All: 225/60R16

$80.00 $79.99 $59.99 $65.00 $69.95 $70.99 $360.00** $503.96** $479.80** $480.48** $440.00** $452.85

Vehicle 2 4 Wheel Alignment Replace All: 225/60R16

$75.00 $49.95 $51.88 $49.95 $64.95 $475.80** $370.00** $578.52* $492.00** $640.00*

$58.35 $511.26

Vehicle 3 Front Brakes, Turn Rotors $180.00 $170.00 $200.00 Replace All: 265/70R17 $544.00** $771.96* $595.80*

Providence, RI Market Period 2/12-21 Mass Merch.

A

Mass Tire Merch. Dealer B A

$155.00 $180.00 $599.96* $640.00*

Tire Dealer B

Car Dealer

$177.00 $630.34

Avg. All

Vehicle 3 Front Brakes, Turn Rotors $140.00 $140.00 $134.88 Replace All: 265/70R17 $667.80* $552.00** $768.96*

$140.00 $180.00 $704.00* $640.00*

Tacoma, WA Market Period 2/12-21 Mass Merch.

A

Tire Dealer B

Car Dealer

Avg. All

$23.14 $496.00*

Mass Merch.

B

Tire Dealer A

$146.98 $666.55

Vehicle 1 Oil Change/Filter Replace All: 215/60R16

$29.00 $21.99 $28.00 $726.55** $518.03** $620.00*

$31.00 $43.91 $625.76* $806.00*

$30.78 $659.27

Vehicle 1 Oil Change/Filter Replace All: 215/60R16

$32.99 $24.99 $27.99 $471.96** $463.96** $494.00*

$39.90 $625.00*

$29.80 $510.18

Vehicle 2 4 Wheel Alignment Replace All: 225/60R16

$80.00 $79.95 $49.00 $89.99 $99.95 $387.52** $432.00** $376.00** $396.00** $404.96**

$79.78 $399.30

Vehicle 2 4 Wheel Alignment Replace All: 225/60R16

$79.99 $79.99 $90.00 $90.00 $69.95 $363.92** $399.96** $376.00** $376.16** $440.00*

$81.99 $391.21

Vehicle 3 Front Brakes, Turn Rotors $180.00 $170.00 $150.00 $150.00 $199.95 Replace All: 265/70R17 $579.92** $595.90** $596.00** $652.00* $680.00*

$169.99 $620.76

Vehicle 3 Front Brakes, Turn Rotors $200.00 $180.00 $170.00 $180.00 $179.95 Replace All: 265/70R17 $771.92* $523.96** $680.00* $671.16** $771.92*

$181.99 $683.79

Legend

18 March 2013 | TireReview

* = Tier 1 Brand

** = Tier 2 Brand

*** = Private Brand/Other

Rapid Response: 800-928-1184 ext. 48120 佡

19 TS 13 Entry Form_Layout 1 3/19/13 8:59 AM Page 19

ARE YOU NORTH AMERICA’S TOP T IRE DEALER? We’re Looking for the BEST OF THE BEST – North America’s Top Independent Tire Shop Tire Review’s Top Shop Grand Prize Winner receives: • • • • • •

Coats APX90 tire changer $1,500 cash prize Airfare/Hotel for two to the 2013 SEMA Show Top Shop 2013 trophy Feature story in our October issue Bonus copies of our October issue

Three Top Shop Finalists each win: • • • •

Coats 1250-3DV balancer $500 cash prize Feature story in our October issue Top Shop Finalist trophy

2012 Top Shop Award Winner Chapel Hill Tire & Car Care Center

20,22,24 Green_Mobile Mkting 3/19/13 8:47 AM Page 20

BUSINESS

MOBILE MARKETING

Become Even Easier to Find I

am about to share with you a very simple sentence. Please don’t dismiss it just because it seems too simple, OK? “You must be found where your clients are searching and be easy to connect to.”

Yes, I realize that this sentence is

Learn where – and how – your customers are searching to maximize your shop’s potential

screaming. No, he wasn’t angry at me, but he sure was angry. Why? He had just spent more than $200,000 (yes, you read that correctly) on Yellow Pages print ads for his tow business and shops.

The two photos on this page are what greatly upset him.

BRIAN SACKS Contributing Writer brian@trackableresponse.com

version of your website or even a dedicated mobile app for your shop.

Mobile versions of your regular website are streamlined for smartphones and tablets. The pages come up faster, look as though they were designed for the format (because they were) and deliver the key informa-

As Yellow Pages advertising declines in effectiveness, tire dealers need to look to more modern, digital methods.

simple. But so much has changed in just the past 12 months that it bears repeating: You need to be where – and how – your customers are searching, you need to be easy to find, and you need to make the experience simple.

I recently gave a presentation on mobile marketing at the annual Tow Mans Convention in Baltimore, where more than 10,000 towing company operators were present. As I started to show some statistics on mobile marketing, a member of the audience jumped up and started 20 March 2013 | TireReview

What’s Important Studies show that the things most people carry around and engage with all day are their mobile devices.

That’s at least 15 waking hours a day, if not more. Before I go on, let me explain that a mobile device can be a tablet, like an iPad, or a smartphone like those powered by Android, BlackBerry or Apple.

You not only want to easily be found on mobile devices, you also need to be easy to connect with. And that means having a mobile-friendly

tion you want potential customers to know – quickly and efficiently.

Take your smartphone or tablet and look at some websites that have not been optimized for mobile. What looks good on a 21-inch desktop screen or even a 13-inch laptop appears crunched or heavily segmented on a 3.5-inch iPhone screen.

Imagine a customer desperately needing emergency tire service trying to make contact with you through a web experience like that.

All of these facts point to your need for having a mobile website

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Having a mobile-optimized website (like the one pictured to the right) will allow customers to interact with your shop more easily on their mobile devices.

that allows your customers to connect easily and effectively with you.

Adapt and Prosper Google predicts that this year, searches for businesses on mobile devices will overtake those on computers and desktops. That means people will be searching on their mobile phones for your business and you must make sure you can be found.

Here’s what I mean. Look above at a service station’s website before and after it was mobile-optimized.

Do you see the difference? It’s important to realize that when consumers are searching for you on their mobile devices, they’re looking to take an action. In fact, more than 80% of searches on mobile devices are for a local business and often result in a visit or sale within 24 hours.

With a mobile-optimized website, customers can just click a button and the phone will dial the business. They can schedule an appointment. They can hit the highlighted address and it will integrate right into their mobile navigation app. They can get coupons.

They can even hit a button and refer a friend or relative to your shop.

Is Anyone Searching For Me? The short answer is: Yes. Google provides a tool that allows you to see monthly what search terms people are using to find what they are looking for, what devices they are searching on, and the number of people searching. This can provide a very clear picture of where we need to be found.

For example, more than a year ago there were 3,000 monthly searches for “auto repair Tampa” on desktop/laptops and 900 on mobile devices (smartphones and tablets).

That number grew each and every day, and as of mid-February 2013, there were more than 1,500 mobile searches per month. Meanwhile, the number of computer-based web searches (desktops and laptops) has fallen to around 1,500 per month.

That means that one-half of all searches are now on mobile devices – and that number continues to grow.

Why Should I Care?

Don’t you hate it when a salesperson calls or visits you and promises you the world? They have the cure for your business and promise to

INSTEAD OF HOPING AN AD IS WORKING, MOBILE MARKETING MEANS YOU CAN NOW KNOW FOR SURE IF THE MONEY INVESTED IS PRODUCING A RETURN OR NOT. Rapid Response: 800-928-1184 ext. 48022 22 March 2013 | TireReview

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■ BUSINESS:

MOBILE MARKETING

show you the best way to get new customers fast. Well, it’s time to hold them accountable. The simple way to do this is by knowing what the return on your investment is for mobile optimization.

The best way to accomplish this is to apply an old trick used to track the effectiveness of print or radio ads: count the visitors generated.

For a set period of time – say two weeks – ask every visitor how they found your business. You could even

ask specifically: Did you search for our shop on your smartphone? Track the number of visitors you’re getting from your mobile website.

One method for tracking information is Google Analytics, a service that tracks website traffic, where the visitors came from and what they did while on a website. Google Analytics can be applied to mobile websites, as well.

In an example for one of our clients in the Baltimore area, a four-

bay tire and service center, Google Analytics showed the shop received 87 new website visitors in the past 30 days. But the shop also can now see how many coupons were redeemed because the customers had to show their mobile device with the coupons on it.

Some Simple Math Just to recap: We know that searches are happening on mobile devices. We know that people searching on mobile devices tend to be action-takers looking to connect, and not just shoppers.

We know that one particular tire shop had 87 visitors generated by mobile optimization. If this shop’s average ticket is $300 per transaction and it was only able to service 10% of the additional visitors, that means an additional $2,600 in revenue in just 30 days.

Now if we contrast this with most Yellow Pages or similar ads, or advertising in newspapers or on radio or TV, you can see a clear difference.

Does $200,000 in Yellow Page advertising generate $200,000 in new revenue? Or is that what it costs just to keep the business you already have?

Instead of hoping an ad is working, mobile marketing means you can now know for sure if the money invested is producing a return or not.

Take a minute right now – before you turn to the next page – and go to trackableresponseauto.com. There is a link there that allows you to see what your customers see when they search for you on their mobile device. Look at the image and ask yourself: is your shop easy to connect with? Maybe this is one thing you can easily fix and see an immediate return in new business. ■

Brian Sacks is a mobile marketing expert with more than 26 years of direct response marketing experience. He is co-founder of Trackable Response Inc., a mobile marketing provider to the tire and auto service industries, based in Catonsville, Md. Brian can be reached at brian@trackableresponse.com or 410-7471100.

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26,28 Green_Selling Smart 3/19/13 8:45 AM Page 26

BUSINESS

SELLING SMART

Winning & Losing: Part 1 I

Staying straight with every customer and smart behaviors to keep from losing sales

n this Part 1 of 2 of Managing Customer Complaints & Problems column, we’ll explore how customer complaints and problems can affect your tire/auto service business, as well as effective behaviors your staff should execute when confronted with these situations.

As I wrote in my previous article on customer service fitness, the true test of a business’ customer service effort is not when things are going right – but rather what is done when things go wrong. Much the same way an individual really doesn’t know how good their insurance company’s customer service is until they file a claim, tire/auto service customers really don’t challenge your customer service quality until they confront your staff with a complaint or problem area.

Never underestimate the wrath of a customer scorned – a disgruntled customer is much more likely to talk to others about that one bad experience they had with you than all the good experiences that came before it.

business through bad word-of-mouth.

Back in the pre-Internet era, unhappy customers of any service business typically would share their feelings of dissatisfaction with their immediate circle of friends and family.

Complaints/Problems Cost You

As the aforementioned statistic from the White House Office of Consumer Affairs indicated, these would normally be nine other people. This wordof-mouth circulation usually had a limited life span and would normally fade away over a period of days.

Today, technology advances have made the spread of information easier than ever before and a disgruntled customer can simply access the Internet and immediately share their story of dissatisfaction with a number of people far greater than their immediate network. And, once those negative

According to the White House Office of Consumer Affairs, 96% of unsatisfied customers never complain about poor service, but more than 90% of those unsatisfied customers will never shop at the offending business again.

Furthermore, each of those unsatisfied customers will tell their story of discontent to an average of nine people.

So, not only do you face the high probability of losing a customer for life by not managing their complaints and problems effectively, but there also is a high risk that you will lose additional 26 March 2013 | TireReview

STEVE FERRANTE Contributing Writer steve@saleawayllc.com

stories have been published, they are out there for all to see for infinity and beyond.

For this reason alone, it is crucial that tire/auto service personnel know how to effectively manage any and all

Practice empathy in customer complaint interactions by agreeing with their feelings, then telling them you are there to help.

customer complaints and problem situations.

Management Behaviors Behavior 1: Be the “Good Cop” – In the recommended read “Buying Trances,” author Joe Vitale wrote about the principle of “Agreement Melts Resistance” and how when working with resistant sales prospects, agreeing with them is a more effective strategy than arguing with them.

A similar principle of cooperation is the same police officers use when interrogating a criminal suspect using

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the “good cop/bad cop” technique.

Opposed to the “bad cop,” who reads the accused the riot act and may even threaten bodily harm, the “good cop” comes across as a friend, willing to help, empathetic, not judgmental.

Ironically, even though many criminals are aware of this technique, police still use it regularly as it has been proven consistently effective in getting the accused to open up and admit their illegal behavior.

All of which brings us to the golden customer relations rule when dealing with customer complaints: If you win the argument, you lose the sale!

Too often when confronted with a customer problem, store person-

help. Then, get out of the way and allow the customer to release some steam and ease their frustration by hearing them out. Sounds easy, but this is where many sales and service personnel get in the way and escalate the customer’s position to irritation by interrupting, attempting to justify and defending their position.

The final phase in demonstrating empathy is to ask questions to completely understand the customer’s situation, then paraphrase the problem and repeat it back as you understand it. This process shows the customer that you are truly listening and actually care about their situation and displeasure.

You need only read the countless negative customer reviews out

IT ALL BOILS DOWN TO THE GOLDEN CUSTOMER RELATIONS RULE WHEN DEALING WITH CUSTOMER COMPLAINTS: IF YOU WIN THE

Rapid Response: 800-928-1184 ext. 48028

ARGUMENT, YOU LOSE THE SALE! nel quickly assume a defensive “bad cop” posture and argue against the customer’s position.

This lack of cooperation and understanding rarely works to create a happy customer.

Behavior 2: Practice Empathy – Don’t confuse this type of cooperation behavior as an agreement with the customer’s contention. The customer may indeed be wrong in their accusation and I’m not suggesting you arbitrarily express agreement with their contention if that is the case.

However, in all customer complaint situations, you do need to agree with their feelings. This is true empathy, the ability to put yourself in the customer’s shoes and recognize that if you felt wronged, for whatever reason, you would want the offending store personnel to be accepting and understanding of your situation.

To practice empathy in a customer complaint interaction, you first should remove all defensive barriers and acknowledge that the customer is important by telling him or her that you are there to

there to confirm that it all comes down to feelings. When a customer doesn’t feel the store personnel had empathy and understanding when handling a complaint, they feel angry, upset, not-valued and other non-happy emotions that they are more than willing to share with their network of family, friends, coworkers, people standing in the general vicinity, etc.

The best companies recognize that even if the customer is wrong, it is far better to agree with their feelings and concede a little now than it is to risk losing a customer for life and likely have that person create an epidemic by spreading their ill-will with others.

We’ll address this issue more in the May edition of TIRE REVIEW. ■ Steve Ferrante, CEO of Sale Away LLC, is the producer and host of the Pinnacle Performance sales and customer service training program for the tire/auto service industry. He can be reached at 866-721-6086 ext.

701 or steve@saleawayllc.com.

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30-33 Black_Cover Feature 3/19/13 9:09 AM Page 30

Back 2Basics

FEATURE

5

Back 2Basics Bac

TOM DUKE Contributing Editor

Step-by-Step VEHICLE ALIGNMENT This article on how to properly perform a vehicle alignment is the fifth in a series on basic tasks performed in tire shops. The first in the series covered Basic Tire Repair (February 2012), the second addressed Tire Demounting and Mounting (May 2012), the third discussed Tire Rotation (August 2012), and the fourth covered tire/wheel balancing (November 2012).

This installment reviews the basics of performing a standard two- and four-wheel alignment. Even with today’s high-tech cars, SUVs and light trucks, alignment remains an important service option for drivers and dealers alike. Other than inflation maintenance, alignment is the chief culprit in tire life problems. Irregular wear, in particular, often is caused by misalignment.

This article is intended not only for newly trained tire and service technicians, but also veterans who want to brush up on their techniques.

Alignment & What it Means The word “alignment” is generally taken to mean “to straighten,” and to a degree that’s what a wheel alignment job does: it helps make the vehicle run straight. More important, proper alignment – “complex suspension angles that are being measured and a variety of suspension components that are being adjusted,” according to Tire Rack – is an important contributor to tire life (total and irregular wear), as well as the health of wheel components (primarily suspension parts).

“Out-of-alignment conditions occur when the suspension and steering systems are not operating at their desired angles,” Tire Rack says on its website. “Out-of-alignment conditions are most often caused by spring sag or suspension wear (ball joints, bushings, etc.) on an older vehicle. They also can be the result of an impact with a pothole or curb, or a change in vehicle ride height (lowered or raised) on any vehicle regardless of age.”

For most tire dealers, an “alignment job” usually comes with a set of new tires, though many customers will make a point of getting regular alignment service. Regardless, it is important that “alignment should be checked whenever new tires or suspension components are installed, and any time unusual tire wear patterns appear,” the Tire Rack site continues. “Alignment also should be checked after the vehicle has encountered a major road hazard or curb.”

Background information for this article was

Signs Alignment is Needed

supplied by Hunter Engineering, Tire Rack, and

Wheel alignment has a profound impact on the health and safety of a vehicle, and there are some sure signs that an alignment job is needed. A misaligned vehicle may exhibit the following

from a variety of industry experts and groups.

30 March 2013 | TireReview

30-33 Black_Cover Feature 3/19/13 9:09 AM Page 31

symptoms, according to Hunter Engineering: • Excessive or uneven tire wear • Vehicle drift or pull • A feeling of looseness or wandering • An out-of-level steering wheel • Steering or suspension component was replaced

Benefits of Proper Total Alignment

Getting Started Doing a “total alignment” takes a bit more than following the alignment rack maker’s operating instructions. Performing an alignment on any passenger vehicle requires technical knowledge in order to make required adjustments – both the physical act of making the adjustments, but also understanding why the adjustments are important.

There are three common types of alignment: front-end (twowheel), thrust angle and fourwheel.

With a front-end alignment, only the vehicle’s front axle an-

1. Drive car on lift, chock wheels and raise lift to work height. Mount targets and set air pressure for automatic inflation of all four tires simultaneously.

2. Roll vehicle forward to compensate sensors.

Alignment Measurements There are four key measures to each alignment: caster, camber, toe and thrust angle. Because this is a Back2Basics article, we are not going to get too deep into the explanations, driver desires or options here; more advanced explanations are available from many resources.

• Camber: This suspension angle shows how the tire angles away from 0 degrees vertical when viewed from either the front or rear of the vehicle. Expressed in degrees, negative camber means the top of the tire tilts toward the center of the vehicle, while positive camber means the top of the tire tilts away from cen-

3. Enter or scan VIN to obtain specs.

4. Follow instructions to obtain symptom report.

TireReview.com 31

Step-by-Step VEHICLE ALIGNMENT

No matter if the alignment work is done as part of a new tire sale, vehicle maintenance or emergency (road hazard), the benefits of a proper, complete alignment are significant: • Reduced tire wear: Over the years, a properly aligned vehicle can add thousands of miles to tire life. Many tires are replaced prematurely due to adverse wear.

• Improved fuel economy: Gas mileage improves as rolling resistance is minimized. Total alignment sets all four wheels parallel, which along with proper inflation, minimizes rolling resistance.

• Improved handling: Some vehicles pull to one side, or require the steering wheel to be turned in order to travel straight ahead. These issues can be corrected by total alignment service.

• Safer driving: A suspension system inspection is part of the alignment procedure. This allows worn parts to be detected before they become a problem.

gles are adjusted. “Front-end alignments are fine for some vehicles featuring a solid rear axle, but confirming that the front tires are positioned directly in front of the rear tires also is important,” according to Tire Rack experts.

A solid rear axle vehicle requires a thrust angle alignment to ensure that all four wheels are “square” with each other. “Thrust angle alignments also identify vehicles that would ‘dog track’ going down the road with the rear end offset from the front,” Tire Rack says. “If the thrust angle isn’t zero on many solid rear axle vehicles, a trip to a frame straightening shop is required to return the rear axle to its original location.”

Vehicles with four-wheel independent suspensions or FWD vehicles with adjustable rear suspensions require a full fourwheel alignment. This type of alignment “squares” the entire vehicle (as with a thrust angle alignment), and also includes measuring and adjusting the rear axle angles as well as the front, according to Tire Rack experts.

Note: “Not all vehicles are easily adjustable or fully adjustable,” Tire Rack says. “Some vehicles require aftermarket kits to allow sufficient adjustment to compensate for accident damage or the change in alignment due to the installation of lowering springs.”

Step-by-Step VEHICLE ALIGNMENT

30-33 Black_Cover Feature 3/19/13 9:09 AM Page 32

“toe-in” is when the leading edge of the tire is pointed toward the centerline of the vehicle. Conversely, “toeout” refers to a tire face which points away from the vehicle centerline. “The toe setting is typically used to help compensate for the suspension bushings compliance to enhance tire wear.

Toe also can be used to adjust vehicle handling,” Tire 5. Perform alignment adjustments.

Rack experts say.

• Thrust Angle: Consider an imaginary line drawn perpendicular to the rear axle’s centerline. This measure, expressed in degrees, compares the direction that the rear axle is aimed with the centerline of the vehicle.

Thrust angle also confirms if the rear axle is parallel to its front axle and that the wheelbase on both sides of the vehicle is the same. “If the thrust angle is not cor6. Perform SAS reset if necessary; Hunter’s rect on a vehicle with a solid CodeLink tool plugs into the vehicle’s OBD-II rear axle, it often requires a port and displays on-screen instructions that trip to the frame straightenincorporate reset steps into the alignment proing shop to correctly reposicedure. tion the rear axle,” Tire Rack says. ter. A visual cue for a camber problem Note: There are a variety of reasons is excessive tire wear on the inner or for any of these alignment measures outermost ribs. to be incorrect. At the same time, ad• Caster: This angle shows the forjustment angles can be adjusted by a ward or backward slope of a line skilled technician to correct for inherdrawn through the upper and lower ent vehicle problems, correct for unsteering pivot points, when viewed usual tire wear, or to improve the directly from the side of the vehicle. performance and feel of a vehicle.

Also expressed in degrees, caster is measured by “comparing a line runAlignment Specifications ning through the steering system’s All vehicle manufacturers have set upper and lower pivot points (usually specific alignment specifications for the upper and lower ball joints of an each of their vehicles. These are the A-arm or wishbone suspension de“preferred” angles for camber, caster sign, or the lower ball joint and the and toe (with preferred thrust angle strut tower mount of a McPherson always being 0 degrees). OEMs also strut design) to a line drawn perpenprovide the acceptable “minimum” dicular to the ground,” Tire Rack experts say. “Caster is said to be positive and “maximum” angles for each specif the line slopes toward the rear of the ification, and are usually within plus or minus one degree of the preferred vehicle at the top, and negative if the angle. line slopes toward the front.” A visual cue for a caster problem is serious tire Total Alignment scrub laterally across the tread face.

Procedure • Toe: Identifies the direction tires As with most vehicle service proare pointed relative to the centerline cedures, any alignment must start of the vehicle, when viewed from diwith a test drive. Don’t take the rectly above. Toe can be expressed in owner’s word for a condition or even either degrees or fractions of an inch. your “gut” take on the situation (reWhen looking down upon a vehicle, 32 March 2013 | TireReview

gardless of your experience). Look for telltale symptoms, like a steering wheel that is off-center, pulling in one direction, vibration when driving, tire squealing on low speed turns, etc.

• Depending on your alignment equipment, enter the vehicle year, make, model and design into the system’s computer to determine the OEM’s alignment specifications. That data will be compared to the vehicle’s actual alignment status to determine necessary corrections. Some systems allow you to simply scan the VIN to recall specs.

• Next, drive the vehicle onto your alignment rack. Chock wheels and raise lift to a comfortable and safe work height, then lock the rack. Lift the vehicle by the center jacks of the alignment rack, suspending the wheels. This will allow you to check tires for uneven, irregular wear, as well as to visually check the front-end and rear axle for any compromised suspension or steering components. If there is a bad ball joint, tie-rod end, broken coil spring, loose wheel bearing, or any other problem with the suspension or steering, the component needs to be replaced before the alignment is performed.

• Next, check and adjust tire pressures to OEM specification; some systems have an automatic inflation feature. Remove hubcaps if present.

• Mount targets to wheel ends as required by the rack manufacturer.

Most alignment racks require the alignment heads be attached to all four wheels, even if no adjustments are made to the rear wheels. With many FWD vehicles, adjustments can be made to the rear and should be performed before the front wheel alignment adjustments are made.

• Depending on your alignment equipment and system, there are unique procedures that will measure the current camber, caster and toe angles of the vehicle and report that information either on a print-out or on a diagnostic screen. Some systems even print a “symptom report” that you can show the customer, which explains the potential damage to tire health if alignment issues are not corrected.

• As previously mentioned, if the rear alignment needs to be adjusted, this has to be performed before working on front-end adjustments.

• With front-end alignments, cor-

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Alignment Adjustments Modern vehicles have few built-in adjustments for camber or caster. Extra parts and labor may be required to bring the vehicle into the recommended specifications. Some vehicles even require new “plus” or “minus” control arms to complete an adjustment. Make sure to look up parts and labor prices before consulting the customer for approval.

• Hunter’s WinAlign alignment software uses a feature called ExpressAlign to analyze each job and present the optimal action sequence with the minimum steps required. ExpressAlign also will indicate any aftermarket kits that are required to perform the alignment. For example, a 2011 Chevy Malibu’s alignment measurement might indicate the need for left rear toe adjustment and will lead to the need for a left front toe adjustment.

- In this case, ExpressAlign would indicate that the left rear toe problem must be addressed first. Rear wheels are always adjusted first to establish a reference point for front wheel adjustment.

- Rear left toe corrected using tools provided by WinAlign.

- Left front toe can be corrected using Hunter’s WinToe, a tool that en-

sures a straight steering wheel without repeated front toe adjustments or the use of a steering wheel holder, which can become loose during front toe alignment.

• Steering Angle Sensor Reset: a growing number of OEMs now require reset in conjunction with alignment service to ensure the driver-assist systems perform properly after a change to a vehicle’s steering angle geometry.

- Hunter’s CodeLink tool plugs into the vehicle’s OBD-II port and displays on-screen instructions that incorporate reset steps into the alignment procedure.

- CodeLink works with alignment sensors to ensure front wheels are adjusted correctly for proper SAS reset, reducing the possibility of errors that may result in customer comebacks.

- CodeLink replaces multiple OEM scan tools and eliminates the interview process between tool and technician; it also provides the vehicle owner with a printout that confirms the reset was completed properly.

- CodeLink automatically incorporates yaw, torque and lateral pull measurements into its steering angle reset requirements.

Failing to reset or recalibrate the steering angle sensor can result in damage to the steering components, as well as compromising the operation of the ABS and ESC systems.

Summary

ExpressAlign: Analyzes each job and presents the optimal action sequence with the minimum steps required.

WinToe: Ensure a straight steering wheel without repeated adjustments or using a steering wheel holder.

Shim-Select II: Eliminates shim carts and tables. Shim Select II calculates and displays the template needed for proper shim installation.

Proper wheel alignment is not only important for vehicle safety, it also saves money by prolonging tire life.

Driving 12,000 miles with toe misalignment of only 3/16-inch is equivalent to dragging the tires sideways for 68 miles. That is not good for tire life!

Drivers should be encouraged to follow wheel alignment recommendations in their vehicle’s owner’s manual, but as a general rule, wheel Control Arm Movement Monitor: Stepalignment should be checked at least by-step graphics reduce adjustment once a year. ■ time for front-shim, dual-cam, or dual-

Disclaimer Vehicle alignment is a serious business.

The preceding article was researched and written using material furnished by Hunter Engineering, Tire Rack and other industry sources. This information is not meant as a substitute for proper training by Hunter or other alignment equipment suppliers, TIA or tire manufacturers. The illustrations used here were supplied by Hunter

slot vehicles.

Engineering. Recommendations made here are consistent with the basic practices used in the industry. This article is meant purely for educational purposes and those who use the methods recommended are solely responsible for any injuries or losses resulting from their application.

TireReview.com 33

Step-by-Step VEHICLE ALIGNMENT

rect caster and camber adjustments first. Certain FWD vehicles do not offer caster adjustments, but correcting the camber may bring the caster within specs. Refer to the alignment machine instructions (or a repair manual) for the specific vehicle to perform the correct caster and camber adjustments.

• With caster and camber adjusted, then adjust toe angles.

• Restart the car, remove the steering wheel lock, turn the steering wheel back and forth a couple times, then recenter and replace the steering wheel lock. Recheck alignment specifications, and then readjust angles as necessary.

• Remove the alignment heads and lower the vehicle.

• Complete the alignment by taking a test drive to ensure any previously noted symptoms are gone or can be attributed to other vehicle issues (such as vibrations caused by worn suspension parts).

Note: Again, every alignment system maker has its own unique process.

It is important that you follow their specific operating instructions.

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TOPSHOP FEATURE

SHANA O’MALLEY Contributing Editor

Rainbow Tire

After a unique start, the “Tire Lady” uses proven business practices to maintain success

C

hristine Croucher, aka the “Tire Lady,” got her start in the tire business in an unexpected way.

Three decades ago, Croucher was just a small gas station owner in rural Pennsylvania who knew nothing about tires. She was happy with her business, Rainbow Service Center, and even sublet the bays attached to

TOP SHOP SPECS: gRainbow Tire Tire Brands: Michelin, BFGoodrich, Uniroyal, Mastercraft, Goodyear, Continental and more Tire Changers: Hunter, Hoffman, Coats Tire/Wheel Balancers: Hunter Road Force, Hoffman Lifts: Challenger, Hunter Alignment Racks: Hunter Brake Lathes: Ammco Compressors: Champion, Speedaire, Ingersoll-Rand Back Office Software: Quickbooks

36 March 2013 | TireReview

Rainbow Tire has grown from a small, rural gas station to a full-service tire dealership with two locations and 16 full-time employees.

her shop to a mechanic for extra work.

Every Friday they could count on old man Hank to come by and fill up his truck, which was piled high with old junk tires. And every Friday he would give Croucher the same advice.

“He would always say to me, ‘You know what you need to do? You need to sell used tires,’” explains Croucher.

“I was always really polite to him of course, but I thought ‘this guy is crazy, who would buy used tires?’”

Each time, Croucher politely declined Hank’s offer to buy his used tires until one day he made her an offer she just couldn’t refuse.

“He had an old Coats 1010 on the back of his truck and he told me that if I bought the load of used tires, he would give me the tire machine.

Well, what girl could resist?”

Croucher bought the tires for $2 a piece, hooked up the machine and got to work. “This machine was so

worn out that we would get halfway around the stroke and it would let loose,” she explains.

“I put it up against a block wall and if it was on the bottom, it would throw the tire against the wall. I’d sit back and let ‘em fly! I changed tires like that for a year. I didn’t know any different.”

After a year, Croucher saved up enough money to buy a new Coats 2020 and was surprised at how different it was from her first machine.

“I stood back and pressed the pedal and I was waiting for it to fly off of there, but it didn’t do that. I thought it was broken. I was going to take it back, but I would have made a fool of myself!”

Despite the rough start, Croucher found a niche in the tire market and today operates two stores in West Virginia, one in rural Masontown and the other in Morgantown, home of West Virginia University.

Croucher still sells used tires,

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however the majority of her business comes from new passenger and light truck tire sales.

“We sell over $1 million in tires a year,” she says. “At each location last year we sold approximately 8,500 units.”

Tire brands include Michelin, BFGoodrich, Mastercraft and Uniroyal.

With 16 full-time employees, her two stores also do underhood work, as well as brakes, alignments, oil changes, shocks and struts, and transmission work.

Training Resources Croucher is a big supporter of education and training and ensures all of her technicians possess the right skills for the jobs they perform.

“It used to be where the janitor could change a tire,” says Croucher.

“But with tire pressure monitoring systems, it’s a high-tech job nowadays. I have a guy who is a TIA instructor so we try to get all of our guys TIA-certified as tire changers.”

Additionally, Croucher utilizes a regional community college for ad-

38 March 2013 | TireReview

Croucher focuses on employee training, customer comfort and top-notch service in order to out-perform the local big-boxers.

vanced training.

“We’re really fortunate that we have the Community College of Al-

Rapid Response: 800-928-1184 ext. 48038

legheny County,” she says. “We’re actually sending a guy up there next month to do advanced alignment

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■ FEATURE: training on Hunter equipment.”

She also takes advantage of any online manufacturer training materials that are available.

Outside the Box When it comes to marketing, Croucher’s business approach matches her personality, which is all about having fun while doing good, quality work.

“One of my favorite things to do is advertising, I get a really big kick out of it,” says Croucher. “In Masontown, we have a country music theme jingle and in Morgantown, we use a rap song.”

Croucher even starred in a music video-themed commercial and has a trademarked cartoon character of herself in her advertising materials.

“When I moved up here to Preston County, there was some farmer down the road who named me ‘Tire Lady’ and people just started calling me Tire Lady,” she says. “Now we use it in all of our advertisements and we found that people remembered it.”

When she’s not coming up with a

catchy radio jingle or viral video, Croucher uses the company’s Facebook page to connect with customers.

“When someone comes in and buys a set of tires we take pictures of their car and publish it on Facebook,” she says. “People love to see their cars on Facebook, so we use that extensively.”

The shop’s website also features information on the latest specials and coupons.

Croucher adds that what really attracts customers is the quality of work and the experience they leave with after visiting the shop.

“You’ve got to treat the customer like they’re your mother,” says Croucher. “What would you do to your mother’s car?”

She adds that the personalization customers receive easily beats out the competition.

“We do have competition from the big box stores in Morgantown,” Croucher explains. “But we have them beat just because my personnel are trained, they know what they’re doing and they care about my cus-

Rapid Response: 800-928-1184 ext. 48039

TOP SHOP

tomers. It’s not all about price all the time. It’s about knowing what you’re doing and putting the right tire on a person’s car and really caring about the work you’re doing.”

Croucher says many of the workers have exceptional dedication to the business.

“We have a young lady, the manager at our Masontown location, who is in a wheelchair. She worked for me before her accident, which paralyzed her from the chest down. She came back to work and sells more tires than anyone else I have. She’s pretty dynamic.”

Croucher also is a major supporter within the community. Her stores service the local fire department and she regularly sponsors local athletics, including the local Special Olympics.

“I think every business should be involved with their community somehow,” she says. “I think it’s our civic duty to be involved. As long as it’s local, we put out for it because if it wasn’t for the community, we wouldn’t be here.” ■

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JOANNE DRAUS KLEIN Contributing Editor

FEATURE

Retread Update Cost savings for fleets and improved technology boost retread market

A

t a time when virtually every business owner seeks ways to outsmart a tricky economy, one smart option continues to gain wellearned attention – retreading truck tires.

Retreading is certainly not new, but the act – and materials – continue to evolve. The result is that retreads remain a significant part – almost 50% – of the U.S. truck tire replacement market.

As new technologies continue to improve retread quality while keeping costs low, the retread market has, depending on the expert, either remained robust or at least rebounded to pre-re-

>TAKEAWAYS • RETREADS IMPROVE TOTAL COST OF TIRE OWNERSHIP • TOUGH ECONOMY CONTINUES TO BOOST RETREAD SHARE • NEW TECHNOLOGIES IMPROVE RETREAD QUALITY • SERVICE IS STILL KEY 40 March 2013 | TireReview

Not only are retreads environmentally friendly, they’re also a proven way to lower a fleet’s total cost of ownership as part of a defined tire program.

cession levels from a market low in 2009. Even when the new-tire market declined last year, retreads continued to show a steady compound growth of about 4% since 2009, making the retread market appear resistant to extreme swings in the economy.

Explanation is Simple “Retreads that are enabled to perform similarly to new tires offer a great cost of ownership,” says Paul Williams, executive vice president for truck tires at Continental Tire the Americas, “because as new tire prices have increased, the relative cost of retreads has decreased.”

Those equations show few signs of changing – at least not for the worse.

“For the market overall, I see growth for retreading, despite what might happen for new tires,” Williams says.

Other experts predict soft sales in the first half of the year, but expect the second half to show net gains over last year’s figures, ultimately resulting in an industry growth of 2% each year through 2015.

One of the biggest reasons for the retread market’s strength is its popularity among fleets.

“Fleet acceptance of retreading has always been good,” says Bill Sweatman, president of Marangoni Tread North America. “Tires are the thirdhighest operating cost for commercial trucking fleets, only behind wages and fuel, so they are important assets that need to be managed.

“Over the last few years, many things have changed that make retreading more important than ever,” Sweatman says. “The quality of retreads today has never been better and trucking fleet maintenance managers recognize that the economic advantages of a well-managed tire program that includes retreading is essential to obtaining the lowest operating cost.”

“Retreading is a great strategy to help reduce a fleet’s overall tire costs,” adds Maryann Kotlarich, commercial tire public relations director for Michelin North America. “Retreading continues to be a great solution for fleets that truly understand the total cost of tire ownership. What we have seen in the market is that more and more fleets have to look at every solution possible to try to reduce their costs. Cost-saving options like retreading and running fuel-efficient tires and retreads are nat-

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urally going to garner more attention in today’s high-cost environment.”

Continental’s Williams agrees: “As fleets become more adept at managing their costs, they are simultaneously becoming stronger in the maintenance of their casings. We also see that fleets are now marrying their new and retread tire programs together. This means they are looking to gain advantages in leverage, but also in performance, by relying on the same patterns and compounds across their tire program.”

Sweatman says there’s another reason fleets are making the retread choice: “Retreading also means recycling and making an important decision that is environmentally responsible. Retreading quality worn truck tires consumes less natural resources, and it’s estimated that the U.S. saves in the neighborhood of 200 million gallons of oil a year.”

Improving the Breed Tire manufacturers are reporting the implementation of several new technologies that improve retread quality.

“In recent years,” says Michael Manges, communications manager at Goodyear Tire & Rubber Co., “we have achieved improvements in tread design, fuel efficiency and other areas.

For example, three of our retread products were recently SmartWay-verified by the EPA, an important designation.”

SmartWay verification has become the de-facto standard by which all medium truck radials are measured.

Fleets demand low rolling resistance, and until there is an established mandated testing and labeling system for truck tires, SmartWay verification is the one way fleets can guarantee the tires they are considering are fuel-efficient.

Bert Jones, manager of product marketing at Bridgestone Americas, cites several of his company’s Bandagbased technologies as significant advancements, from the “improvement of a Bandag-exclusive shearographic inspection machine that scans bead-tobead on every tire and helps remove substandard casings with hidden defects from the Bandag process,” to the updating of “automated computerized buffing machines that increase productivity while optimizing finished buffed-tire consistency.”

Marangoni’s Sweatman sees this 42 March 2013 | TireReview

Even when the new-tire market declined last year, retreads continued to show a steady compound growth of about 4% since 2009.

trend as a natural progression. “Premium radials are meant to be retreaded,” he says, “and as maintenance procedures have improved so has the opportunity to get more useful life out of tires. Casing-inspection technology, application-specific treads and spliceless precure technology have all helped to dramatically improve retreading performance.

“Technology used in the production of retread materials and in the manufacturing of the retreads themselves has steadily improved, so today’s retread performance is comparable to, and in some cases superior to, that of a new tire,” he says.

“Manufacturers include a huge amount of their new-tire technologies in retreads,” Williams adds. “But Continental uses the same tread designs and compound technologies, which makes perfect sense in the eyes of the customer. Fleets don’t change application between taking off the new tires and fitting retreads. So if the new tire, which has been tried and tested, meets the fleet’s needs, then fitting a retread with the same pattern and compound is also going to work. This is where the biggest technology change is coming from.”

Those performance characteristics for retreads now extend to fuel efficiency. In mid-2012, the EPA established standards by which retread stock could be SmartWay verified, and thus far all of the major providers have lined up with their now SmartWay-

blessed treads.

Meanwhile, Kotlarich says that, “new technologies like X-ray capabilities and our casing integrity analyzer really allow us to truly see the integrity of the casing. And of course we still use the human-touch final inspection for every retread. Matrix siping, advanced-wear and fuel-efficient compounds, and more application-specific tread designs – these are all areas where great strides have been made in technology.”

Indeed, each tire manufacturer can boast a product or feature that sets it apart from the retread competition. At Goodyear, it’s the UniCircle, a continuous ring with a seamless construction that matches the shape of the tire’s casing, making it uniform and balanced and therefore extending casing life and tire mileage, according to the company.

Similarly, Marangoni’s Ringtread treads are a double-contoured spliceless precure tread that’s molded in the shape of the tire so it doesn’t distort upon retreading.

Continental is launching a new third-generation casing to complement both new tires and retreads, which allows for common tread widths. This enables fleets to gain the lowest driving costs and simplifies the buying process.

And Bridgestone not only offers a line of Bandag products, each designed for specific applications, but also touts a distribution network and IT products that help fleets track and manage mat-

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ters of maintenance and inventory.

“Fleets that I talk to are looking for a retread supplier that can deliver equal or better performance, across all measures, to new tires,” says Bridgestone’s Jones. “Asset management, cost-per-mile, down time reduction and road service response time are some of the key performance metrics that fleets consider when choosing a retread supplier.”

“Does the fleet look for something different in their retread than they do in their new tire?” Williams asks. “I would suggest not. All the elements that factor into the selection of a new tire, such as mileage, fuel consumption and irregular wear performance, are the same needs for the retreads. Their service needs also are the same, whether discussing a replacement tire provider or a retreader. Fleets need a quality retreader who offers the 24hour service they need to avoid or mitigate costly down-time.”

Meeting Expectations

Casing-inspection technology, application-specific treads and spliceless precure technology all have helped to dramatically improve retreading performance.

Sweatman suggests that the best retreaders establish good, communicative relationships with fleets from the moment a retread program is established, even offering facility tours to better educate the fleet customer. But Kotlarich summarizes a fleet’s expectations as a changing variable.

“Each company has its specific requirements for what it’s looking for in a retreader and retread supplier,” she says. “It depends on the company’s casing management, turnaround time, needs-availability of the necessary product, level of dealer service, online reporting needs, and fleet location. A dealer must be able to meet and resolve these issues.

“Dealers can succeed in this segment,” she says, “by offering just-intime quality service, excellent casing management and a full line of mobility solutions for their customers.”

“Dealers who are passionate about customer satisfaction and service will find there is a big demand for business,” Sweatman adds. “Those who consistently invest in their business, maintain financial strength and remain independent will be very successful.” ■

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SERVICE FEATURE

Steering Angle Sensor Diagnostics

M

easuring the steering wheel position angle and rate of turn, which are critical for electronic stability control (ESC) systems, is the job of the steering angle sensor (SAS). The scan tool will typically display the information in degrees.

The SAS is typically a part of a sensor cluster in the steering column. The cluster will always have more than one steering position sensor; some sensor clusters have three sensors for redundancy and to confirm the data. It is important for the ABS/ESC module to receive two signals to confirm the steering wheel’s position. These signals often are out of phase with each other.

Analog SAS Analog SASs are similar to throttle positions sensors. SASs are wired with a 5-volt reference, chassis ground and signal output. To test the SAS, you have to back probe a connector that is typically under the steering column.

As the steering wheel is turned 360 degrees, the SAS produces a signal that toggles between 0 and 5 volts. As the 44 March 2013 | TireReview

wheel is turned lock-to-lock, the voltage will reach 5 volts three times and 0 volts three times.

Often, other wires for the torque sensor for the electric power steering go to the SAS sensor cluster. With meters connected to the signal wires for the two SAS sensors and their commons connected to the ground, it is possible to observe the 0- to 5-volt signal and how the signals are out of phase for the sensors.

With the wheels straight ahead, one sensor reads 2.8 volts and the other 0.4 volts. If the voltages were the same, it could be a sign the signal wires were shorted together.

With the wheel turned fully to the right, the voltages do not match, which is perfectly normal.

On most vehicles, turning to the right creates a positive voltage and turning to the left creates a negative voltage. But, some cars are opposite.

The labscope pattern shows the signal traces from the two sensors on top of each other. This can be helpful when comparing the signals and if one is flat lining.

Digital SAS A digital SAS is often called a “contactless sensor.” This type of sensor uses LED light, a wheel that acts as a shutter and an optic sensor that measures interruption in the light, just like a distributor on a Chevy LE1 V8.

The signal for these types of sensors is a digital square-wave signal. The frequency of the voltage changes depending on the speed the wheel is turning.

The sensor clusters for these sensors often contain a third sensor just to measure if the wheel is centered. With the wheel straight, the voltage is close to 0 volts. When the steering wheel is moved off center, the voltage goes high.

Can Bus Module SAS Some SAS clusters and sensor modules connect to a controller area network (CAN) bus. The SAS module can connect directly to the ABS/ESC module on a CAN bus or it can be part of the overall CAN in a loop that connects various modules in the vehicle.

A CAN bus is a high-speed serial

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data network that communicates in binary language to other modules or nodes. When you connect your scan tool to a vehicle, it becomes a node on a network. High-speed CAN buses, like GM LAN, use only two wires per module or node to communicate vast amounts of data.

This means that a node, like an SAS module, has to have the ability to interpret and create signals that can be understood by other modules on the bus.

Testing Direct-Type CAN SAS The best way to test modules on a high-speed CAN bus is with a scan tool. Most tools are able to look at the data directly. But, some scan tools may not be able to look at the data stream directly for an SAS due to software issues with the tool.

If you are in this situation, it is possible to observe how the actuation of a sensor, switch or component can change activity on the bus.

All CAN bus modules have power and two high-speed CAN wires. One Rapid Response: 800-928-1184 ext. 48046 46 March 2013 | TireReview

wire toggles the voltage between 1.5 and 2.5 volts and the other wire will toggle the voltages between 2.5 and 3.5 volts. Serial data buses toggle the voltages on the network to produce the 1s and 0s of binary language. This toggling of the voltages communicates information and commands.

If you connect your scope between chassis ground and the bus wires and look at voltage, it is possible to see packets of data being communicated on the bus.

On a direct-type SAS CAN sensor, you can see the sensors communicating with ABS/ESC module as the wheel is turned. It is impossible to tell what is being communicated, but it is possible to see they are communicating.

On some vehicles, the SAS sensor cluster is part of a module that may include switches for the turn signals, steering wheel audio controls and wipers. This module might have multiple CAN lines coming out of it. Often, the SAS cluster cannot be replaced on its own. It might require replacement of the entire unit.

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tools to reset SASs. Some tools are even integrated into an alignment system.

But, most tools recommend that the calibration be performed on a level surface. Also, it is a good idea to perform a lock-to-lock turn to complete the calibration.

While performing the zero-point calibration on Toyota vehicles, do not tilt, move or shake the vehicle. The vehicle must remain in a stationary condition throughout the entire process. Be sure to perform the procedure on a level surface with an inclination of less than 1%.

Resetting SAS Many vehicles require the SAS be reset or recalibrated after an alignment is performed or parts in the steering system are replaced. There are three types of reset procedures: systems that self calibrate on their own, vehicles that require specific wires or buttons be pressed, or systems that require recalibration with a scan tool.

Even if the SAS is out of calibration, most vehicles have ways of sensing if it is traveling in a straight line. If the angle is far enough out of range, it might set a trouble code and disable the ESC system.

Self-Calibration On some Chrysler vehicles, recalibrating the sensor after an alignment or if the battery has died, is just a matter of turning the wheels lock to lock, center the wheel and cycle the key. This “auto learn” is becoming more common on newer vehicles.

Scan Tool SAS Reset There are many options for scan

1. If the vehicle is equipped with an A/T, ensure that the shift lever is in the “P” range and the parking brake is applied. If the vehicle is equipped with a M/T, ensure that the parking brake is applied.

2. Turn the ignition switch ON. 3. Using a jumper wire in terminals 4 and 12 of the DLC, repeat a cycle of short and open between terminals four times or more within eight seconds.

4. Verify that the VSC indicator light is lit indicating the recorded zero point is erased.

5. Turn the ignition switch off.

6. Be sure the jumper wire is disconnected.

7. Turn the ignition switch on.

8. Check that the VSC warning light goes off about 15 seconds after the ignition switch is turned on.

9. After ensuring that the VSC warning light remains off for two seconds, turn the ignition switch off.

10. Connect terminals 4 and 12 of DLC using SST 09843-18040.

11. Turn the ignition switch on.

12. After turning the ignition switch on, check that the VSC warning light is lit for about four seconds and then starts quick blinking at 0.13 second intervals.

13. After ensuring the blinking of the VSC warning light for two seconds, turn the ignition switch off.

14. Remove the SST from terminals 4 and 12 of DLC. 15. Drive the vehicle for at least 5 minutes to confirm zero-point calibration is complete.

If viewing the scan tool after the repair, the SAS may remain at 1150 until the vehicle reaches 28 mph. This is a normal condition until the learned values of the steering angle have been achieved. ■ Rapid Response: 800-928-1184 ext. 48047 TireReview.com 47

48 Blue_TPMS 3/19/13 8:40 AM Page 48

TIRES

TPMS

Making the Seasonal Change W

hen changing to and from winter tires, consumers must decide whether to purchase or not purchase a second set of wheels. They also must consider questions about TPMS sensors.

Selling a second set of TPMS sensors can be very profitable. Also, there are several more options for sensors that were not available just a few years ago. Performing changeovers can decrease the time for your return on investment for the equipment you have purchased to service TPMS.

Rapid Response: 800-928-1184 ext. 48048 48 March 2013 | TireReview

It’s important to consider TPMS sensors when changing over winter tires – and vice-versa ANDREW MARKEL Contributing Editor amarkel@babcox.com

Sean MacKinnon, TIA’s director of automotive training development, recommends installing new sensors for the winter tire set. However, if a decision is made to switch OE sensors to the aftermarket winter tire wheels, he suggests installing a new TPMS service pack to ensure proper sensor operation and a tight air seal. “Exposure to road salt and other ice-melting chemicals takes its toll on TPMS components,” MacKinnon says.

Of course, there are customers who are tempted to completely omit TPMS sensors, effectively disabling a safety feature of the vehicle. “Schrader would never recommend any consumer eliminate sensors,” said Paul Wise, Schrader International’s director of product line management and marketing. “TPMS is a legislative-mandated, safety-enhancing, OE-based system that can save lives. It has multiple benefits, including safety, fuel savings and reduced environmental impact.”

He says TPMS should always be on a customer’s vehicle, regardless of if and when he or she changes over to winter tires for the winter driving season.

There can be certain difficulty with some vehicles when using the same sensors on summer and winter wheel assemblies. Wise cautions a TPMS relearn procedure may be necessary if the same sensors are used for both tire sets, but their positions on the axles change.

“Using a handheld TPMS scan and programming tool, test each tire for sensor activity,” MacKinnon explains.

“Test results will indicate if any changes are needed to the customer’s setup of the winter tires. The technician can then inform the consumer of the proper service steps that can ensure a successful changeover.”

Some replacement sensors can be fitted with rubber snap-in valve stems that provide further protection against winter road salts and corrosive materials. MacKinnon also reminds technicians to check the spare tire, since an increasing number of vehicles with full-size spares are equipped with a fifth TPMS sensor.

Sooner or later, the threat of snow will end and the switch to summer tires will begin. The same changeover process will take place, including a costly swap of sensors if the customer opted for a single set. The vehicle may require a system relearn, and the TPMS should be inspected depending on what type of services take place during the seasonal exchange. ■

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AG

And On The Ninth Day...

T

he year was 1870. The world population was somewhere around 1.4 billion people, and about 75% of all Americans made their living in the agricultural industry.

Fast forward 143 years to 2013. The global population has increased more than five-fold to around 7.1 billion.

And a mere 2% of all Americans currently make their living in the agricultural industry.

Yet with fewer farmers, the ag business has become far more complicated. Gridlock in Washington has led to major uncertainties about the pending Farm Bill, volatile foreign exchange markets make navigating the import/export world a true art form, and input costs like feed, seed and equipment (among many others) are at an all-time high.

I’m a firm believer in controlling your own destiny – taking the reins and commanding your own economy.

Farmers today are expected to do much more with much less. They are expected to feed a ballooning global population on less farm acreage than ever in the history of mankind, all while absorbing huge input costs and trying to maintain enough profits to feed their own families.

If Paul Harvey was right and God did, in fact, create a farmer on the eighth day, the farm tire dealer came along on day number nine.

Put very simply: the demands placed on today’s farm tire dealer also are greater than they have ever been.

From maintaining profitability and proper inventory to keeping up with the challenges of on-the-farm service, farm tire dealers shoulder the weight 50 March 2013 | TireReview

Great farm tire dealers can control their own destinies – and those of their customers

of an entire global industry while working tirelessly in the fields of America’s heartland.

With all of the demands placed on the modern farm tire dealer in today’s difficult economic climate, it can be

JEFF WALLICK Contributing Writer

going through your day with no finite agenda and no specific goals. If you haven’t taken the time and put in the effort to determine what is most important to you and your business, how can you expect your team of employ-

Just as demands on today’s farmers are greater than they have ever been, today’s farm tire dealers also face challenging obstacles.

challenging to maintain profitability while remaining at the forefront of industry trends. There is no clear-cut formula for success; the farm tire business is not one-size-fits-all, so not all solutions work in all circumstances.

While there may not be a definitive formula for success in today’s farm tire business, I think the case can be made for the following five strategic points.

• Develop and Live Your Mission Statement Operating your business without a solid mission statement is a little like

ees to live up to your expectations?

• Brand Your Business Most of the major tire manufacturers provide a myriad of tools to independent tire retailers to help them grow their businesses – and boost the manufacturers’ own brands.

Some of the most widely recognized logos and slogans are directly attributed to the tremendous resources that major tiremakers invest into growing their own brands. How many times have you turned on the TV or tuned in to the radio to hear phrases like “Because so much is riding on your tires,” Rapid Response: 800-928-1184 ext. 48122

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■ TIRES: “It’s Bridgestone or nothing,” or “The best tires in the world have Goodyear written all over them”?

Your brand is your reputation. It’s what keeps that customer coming back to you time and time again. Your brand represents a level of mutual respect, trust and admiration that exists between you and your customer.

Simply put: Your brand is the single most important asset of your busi-

daily operations, you may be losing sight of the big picture.

Think of it as preventative maintenance, but for your business. To borrow one from automotive repair specialists, it’s much less expensive to maintain your vehicle than it is to repair it. So don’t be afraid to take a step back and look for opportunities to improve efficiencies and streamline your operations.

> TAKEAWAYS • DEVELOP AND FOLLOW A MISSION STATEMENT • BRAND AND DEVELOP YOUR BUSINESS • USE EXISTING TECHNOLOGY AND RESOURCES • INVEST IN TRAINING YOUR ENTIRE AG TIRE TEAM ness. What are you known for around town? Are you the place with the big sign out front that promises one thing and does another? Or are you known as a reputable, honest tire dealer who treats customers fairly and provides the highest levels of customer service and satisfaction around?

Before you put that big tire company sign out front, perhaps you ought to first take a look at your own brand. After all, manufacturer programs, specials and promotions come and go; if not with you, then with someone else. Only you can invest in you, your business and your brand.

That is what’s going to keep customers coming back to you time and time again, not some giant sign.

And remember, appearance is important. Today’s consumer – whether it’s retail or commercial – has more options than ever before. Give them a reason to come back and see you again next time.

• Work on Your Business and Develop it Dynamically How many times have you had to pick up the slack to keep your operation as lean as possible? You’re not afraid to do the work, but when was the last time you lifted the hood on your business and took a look around?

What if you spent just one day evaluating how you conduct your business? Do you think you’d like what you find? The point is this: It’s easy to get caught up in the day-today, but while you’re nose deep in the Rapid Response: 800-928-1184 ext. 48123

• Leverage Marketing and Technology Tools and Resources Last year was a big one for technology. Twitter reached 500 million users, Facebook surpassed the onebillion-user mark, and 2012 marked the first year when the number of cell phones in service outnumbered people in the world. It isn’t important to know that more people are tweeting now than ever before or that somebody “liked” something on Facebook.

The important thing is that more people are communicating in more ways than ever before.

Never before have we had the ability to communicate more effectively and efficiently, but what does that mean to the farm tire dealer? The customer who left your store angry five or six years ago went home and might have told a few of his friends.

Today when a customer is angry at your business, they likely post their disdain on Facebook and tweet about it – and their friends retweet it to their followers. Somebody took a picture of your dirty bathroom or beat-up service truck and shared it on Instagram.

With more forms of interaction gaining in popularity, your customers are communicating with you before, during and after the sale. The only question is: Are you there to communicate back with them?

Farmers themselves are enjoying the fruits of technology, which have allowed users to become even more successful in their own operations. Mobile

AG

technology allows farmers to check crop prices and commodity indexes in real time. GPS-enabled soil mapping allows them to maximize crop yield, while hybrid seed and GMOs (genetically modified organisms) allow farmers to increase their total output.

Your farm customers are certainly technology savvy. Don’t you think that extends to communications and relationships?

• Invest in Your Business and in Your Team Arguably, the single most important function any successful leader or manager serves is to provide his team with the necessary resources to get the job done. To some, that may mean having the right safety equipment and training. To others, that might mean keeping the right products in stock and empowering your salespeople to take care of the customer – no matter what.

The bottom line is this: The success of any great organization is in direct correlation with their leaders’ willingness to invest in their own team.

Do your people feel empowered to take care of the customer? Are they well-trained and working with the latest equipment? Do you have the right tires in stock?

Invest in your business and in your people and it will pay dividends in the form of engaged and welltrained employees, more repeat business and a genuine mutual respect between your customers, your employees and your business.

To borrow a few words from the late Paul Harvey, today’s farm tire dealer must be a caretaker of the equipment that helps to feed the world. They must be willing to get up before dawn and stay past midnight.

Today’s farm tire dealers must be willing to finish the 40-hour work week by Tuesday at noon, wipe the sweat from their brows, then put in another 72 hours. They must be strong enough to lift a 480/80R46, but gentle enough to explain to the farmer’s wife why she should have her cooling system flushed.

Today’s farm tire dealers must be willing to plow deep and straight into their in-the-field service and not cut corners in their customer service.

Because, like today’s farmer, today’s farm tire dealer must be everything to everybody. ■ TireReview.com 51

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TIRES

TRUCK

Comfort, Familiarity Still Count C

ommercial truck fleets understand how important it is to their fleet’s bottom line when it comes to choosing the proper tires for each of their specific service vocations.

Fleets also are evaluating their servicing tire dealer network on a regular basis.

In many cases, a fleet’s tire service provider also is the dealer they rely on for choosing the best tires options for their steer, drive and trailer wheel positions.

Fleets want to deal with tire dealerships that are staffed by educated salesmen fully knowledgeable when it comes to which commercial tires will be the best overall compromise between performance and value. Fleets do not necessarily purchase the lowest priced tires; they are looking at overall cost/mile factors, including service and multiple retreads.

The fleet maintenance director is the primary decision maker and point person working with the tire supplier. Ask any fleet maintenance director about why they prefer working with a particular dealer and their answer will be something like this: “They have been my guys for 15 years. They get me all of the tire and wheel technical information that I need, and they are straight-shooters and work only with the facts. They aren’t locked into any one specific tire make and model. We make decisions together on what is the best tire for my operation. Just because Tire A is a big success at the fleet down the street does not necessarily mean it will perform the same for my operations and my vehicles. Since ABC has been 52 March 2013 | TireReview

What fleets want – and what they really need – from truck tire service suppliers

around for so many years, they know and understand my operation. And when I do have a tire issue, they simply handle it. If they don’t have the answer, they have easy access to the

AL COHN Contributing Editor

the fleet is 6/32-inch, there is 24/32inch of useable tread. If the average removal mileage is 300,000 miles, then the math becomes easy. The miles/32nd of treadwear is 300,000/24 =

Coach your fleet tire customers in calculating total cost per mile and treadwear measured in miles per 32nd.

technical experts from various tire manufacturers.”

Calculating Costs The concept of total cost per mile and treadwear measured in miles per 32nd is important for your fleet customers to understand. A specific drive tire with 30/32-inch initial tread depth for a line haul application may cost $400 brand new. If the pull point for

12,500. The cost/mile calculation is $400/300,000 = $0.0013.

When the fleet has a good tire maintenance program and maintains proper air pressure, they may be able to retread the casing two times. As a retread, the tire will typically be retreaded with a lower tread depth design to minimize the casing heat buildup. A 24/32-inch tread design is common for retread drive tires. So

52-54 Blue_Truck 3/19/13 8:39 AM Page 53

■ TIRES: what is that retread’s cost/mile and miles/32nd calculation?

Let’s assume again that the pull point is 6/32-inch and the retread costs $200. This calculates out to 18/32-in. useable tread for this retread with average removal miles of 200,000. The miles/32 treadwear calculation would be 200,000/18 = 11,111. The result is about a 10% faster wear rate vs. the new tire. The cost/mile of the first retread is $200/200,000 = $.0010. Even though the miles/32nd is lower with the retread, the cost was only half the price of the new tire.

Now assume that the same casing was retreaded a second time and that retread had the same mileage and cost as the first. From a fleet perspective, the total cost/mile calculation would be $400+$200+$200/700,000 miles = $0.0011

Service Info Communication Fleets are looking at consistency from their tire service providers. Many trucking companies send their vehicles all across the country. Tire-related road-

side service calls are the number one issue for fleets, therefore they must be sure that when their trucks and trailers require an emergency roadside service call, there are providers in their network that can promptly repair or replace a tire if so required. And, of course, provide the appropriate infor-

TRUCK

director that they may have a driver education issue that needs to be addressed. Drivers hitting every curb when they make a right turn is clearly an educational issue. Sometimes the solution is as simple as driver incentives for having the fewest tire roadside service calls.

WHEN THE FLEET HAS A GOOD TIRE MAINTENANCE PROGRAM AND MAINTAINS PROPER INFLATION PRESSURE IN THEIR STEER AND DRIVE TIRES, THEY MAY BE ABLE TO RETREAD CASINGS TWO TIMES. mation back to the fleet.

Fleets want to know which specific tire/wheel position had the issue and the nature of the problem. This type of data will allow the fleet to address the issue and help reduce these types of calls in the future.

If the right rear outside trailer tire is the big culprit because of sidewall snags, this tells the fleet maintenance

Rapid Response: 800-928-1184 ext.48053

Tire service providers that can provide the right data to fleets on a timely basis offer a big advantage. Fleets make decisions on tires and tire maintenance programs based on real data and facts.

Providing data on tire removal miles is not that difficult. If you track the date a tire first went into service and the date it came out of service, and compare that to actual road miles be-

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TRUCK

tween the two dates, you can quickly calculate the actual tire removal mileage.

Another valuable piece of data for fleets is why the tire came out of service. Did the tire have irregular wear or was it a repair failure? Maybe there

of information provide a valuable service to the fleets and usually lock them into a long-term relationship – a winwin scenario for all.

Another excellent value-added tool that tire dealers can bring to the party is to provide Tires 101 training on a

>TAKEAWAYS • SHOW FLEET WHAT REAL COST PER MILE MEANS • TEACH AND EXPECT GOOD TIRE MAINTENANCE • ADDRESS DRIVER-CAUSED TIRE DAMAGE ISSUES • PROVIDE KEY DATA ON A TIMELY BASIS was a flat spot due to a brake skid?

Sometimes the tire may have been removed prematurely because its sister dual tire ran over a puncturing object and the service provider replaced both duals with new tires. And, of course, the tire may have been removed because it was just worn to the legal limit.

Tire dealers who can offer this type

regular basis to drivers, fleet managers and service techs that service tires and wheel-ends. Educating them on how to inspect tires and identify potential tire and wheel issues early on can save the fleet big dollars. If a driver is trained to spot, for example, inside shoulder wear on both steer tires before it got too severe, a simple alignment would proba-

Rapid Response: 800-928-1184 ext. 48054 54 March 2013 | TireReview

bly correct the problem and eliminate the need to prematurely remove the tires.

Tire pressure gauge education also should be included in your Tires 101 class. Maintaining the recommended pressure is critical to maximize fuel economy and tire removal mileage, so checking tires on a regular basis using a calibrated pressure gauge is very important.

Most drivers and service techs have no idea that these common stick gauges are not very accurate and need to be calibrated on a regular basis.

Dropping a stick gauge on the hard concrete floor even a few times can dramatically affect the pressure gauge accuracy.

Keeping the lines of communication open on an ongoing basis with your fleet customers – while providing tire data that allows fleets to make good business decisions about their tire program – will ensure a healthy continuing relationship. ■

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TIRES

TIRE TECH

Why Do My Tires Feel Different?

Examining the differences between OE tires and their “exact duplicate” replacements RICH ASHLEY Contributing Editor

n the middle of a cold, wet winter, a customer drives in a three-yearold crossover in need of new tires.

She’s very happy with how her vehicle feels and drives and wants to buy the exact same replacement tires.

Great; no sales pitch required. You find the same size tire in the same

I

about his car. To maintain the responsiveness and handling of his car he wants to replace his well-worn OE tires with precisely the same tires as the factory installed. Why can’t all sales be so easy?

Unfortunately, it doesn’t take long before the coupe’s owner is back and

line from the same tire manufacturer.

You mount and balance the new tires, caution her to “break in” the tires over the first few miles, and you send her on her way.

A few days later, she’s back for you to check the torque on her lug nuts (you told her she should do that, right?) and she’s happy as a clam. She says the car rides smoother, quieter and feels more sure-footed. She’s happy with the tires and your shop.

A few months later, it’s hot and seems like it’s never going to rain again. A well-maintained, expensive, high-performance coupe rolls in and the owner needs no encouragement to tell you how much he likes everything

he’s not happy. The car doesn’t handle the same and it’s not as responsive. He wants to know why and, most pointedly, what you’re going to do about it.

You’ve always heard there are differences between an OE tire and its “exact duplicate” replacement version.

If this is true, just what are the differences between the two? More importantly, what are you going to tell Mr. Coupe…and what should you have told him before the sale?

Meeting OEM Needs It wasn’t too long ago the general consensus was that the only reason a carmaker chose a particular tire as OE was appearance and cost – it had to

look good in the showroom and it had to be cheap.

Even if that was true then, things are different today. As vehicles have evolved to become lighter, more fuelefficient and more responsive, OE tires have changed, too. Tire weight and rolling resistance have been reduced and handling has improved.

Pressure from auto manufacturers has forced tire companies to make better tires. OE tires may be fine-tuned versions of existing tires or brand new tire designs. In either case, the tires are part of every new vehicle’s engineering process, and a big part of a car or light truck’s overall feel, directly impacting its comfort and performance.

Making OE tires part of the vehicle development process is essential to achieving the desired ride and handling qualities.

Every vehicle manufacturer prioritizes different characteristics; the manufacturer looking to maximize fuel mileage may place greater emphasis on low rolling resistance. Another, looking for higher performance, will look primarily for dry traction and responsiveness.

Unfortunately, because of the limitations of available materials and manufacturing techniques, many of these characteristics are obtainable only by sacrificing other characteristics. Tread designs that result in better snow traction and reduced hydroplaning are noisier. The stiffer sidewalls that give sports models more responsive handling and better highspeed characteristics reduce ride comfort. Harder tread compounds generally offer longer wear and lower TireReview.com 55

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TIRE TECH

rolling resistance, but they also reduce traction, especially in wet weather or snow.

In the end, even with all of the newest technologies, tires remain a compromise.

With all this attention on OE tires, if the vehicle owner is satisfied with the vehicle’s “feel,” it shouldn’t come as a surprise that they may look for the same tires when it’s time for replacement. How likely is it that the consumer will get a truly identical tire – or will they end up with a tire that looks the same, but is substantially different? It could be an “exact duplicate,” but at minimum they likely have some subtle differences.

Specifications change over time and probably will have changed by the time the vehicle is due for a normal replacement of its tires. Tread compound variations are the most likely differences between the true OE tire and its identically appearing replacement. The OE version may have a harder tread compound for lower rolling resistance and better tread wear. The replacement may

have better dry or wet traction because of a softer compound.

Tire manufacturers are under constant pressure from their carmaker customers to reduce costs, and this drives many specification changes.

Sometimes it’s just a matter of making a tire originally designed for one specific fitment work on several different vehicles. When a consumer gets a reduced cost version of the OE tire, the differences are usually much like those from any other specification change (i.e. slight differences in ride quality, wet or dry traction, rolling resistance and wear).

Assuming a consumer actually finds the exact OE tire, with no changes in construction or tread compound, chances are it’s going to be an “OE downstream.” The best tires go to the vehicle manufacturers for fitment on new cars, and the rest go straight to the replacement market.

What are the differences that make a downstream? There may be cosmetic defects, but rarely do they have any real world performance problems.

Most have slight uniformity issues that keep them from meeting vehicle manufacturers’ specs.

Force variation (the spring rate of the tire) or roundness (how quickly the tire changes rolling radius) are the most common problems; aligning torque variations also are frequent.

Sometimes, downstream tires are simply

Rapid Response: 800-928-1184 ext. 48056 56 March 2013 | TireReview

overstocks: the tiremaker made more than the carmaker really needed.

Because most OE specifications are extremely stringent, the variations in most downstream tires are unlikely to meaningfully degrade performance or be felt by the consumer.

Time for Replacement So, why then is the crossover driver pleased, and the coupe owner mad? When the customer asking for an exact OE replacement tire comes into the shop, it’s important to remember that new tires are going to feel different. Typically, the replacement will provide a smoother ride. It will probably also be quieter, and offer better traction on wet or snow-covered surfaces, along with better balance and uniformity.

The deeper tread of a new tire is largely responsible for the improved wet traction and the better ride. But the deeper tread will squirm more and will make the car less responsive in dry conditions. So Ms. Crossover reacts positively to the smoother ride and improved wet weather control.

Mr. Coupe, on the other hand, is disappointed when his new full-tread depth replacement tires don’t offer the same quick response as his almost slick worn tires.

Perhaps just saying “OK” when the customer asks for an exact replacement isn’t the best way to go. Since the new tires are going to feel different, this may be an opportunity to find out what the customer likes and doesn’t like about the tire/vehicle combination. You may be able to recommend a more appropriate tire. At the very least, it will give you an opening to discuss what the customer is going to experience with their new tires.

Finally, what if only two tires are replaced? The vehicle’s performance will be affected by the condition of the other two older tires and the car is not going to feel the same.

To avoid complaints, it’s important to advise the customer that replacing two tires is going to make the car feel different. It also may be a good time to remind them that regular tire rotation evens out wear, reduces noise and keeps handling consistent. Customers may be surprised to learn that many tire wear warranties include disclaimers that cut the warranty in half if the tires are not rotated. ■

57-62 Yellow_Solutions 3/19/13 9:26 AM Page 57

Product Spotlight Brakes & Friction Materials The latest brakes and friction materials are designed to fight rust, corrosion and peeling so drivers get the longest performance out of their brake system. New technology helps brakes absorb vibration for quieter stops while displacing heat and cutting down on brake dust.

WAGNER Wagner ThermoQuiet CeramicNXT brake pads feature highly advanced, proprietary ceramic formulations and Federal-Mogul’s exclusive dynamic noise absorption technology, which targets and absorbs vibration at the point of contact for quieter braking, according to the maker. Each formulation also includes thermalsensitive properties that adapt to the wide range of temperatures encountered during everyday driving to help ensure superior stopping performance. In addition, Wagner ThermoQuiet CeramicNXT and ThermoQuiet semi-metallic brake pads utilize Federal-Mogul’s Integrally Molded Insulator one-piece pad design and laser-shaped friction technology. tqbrakepads.com Rapid Response: www.TRRapidResponse.com/48151 Or call 800-928-1184 – Ext. 48151

BECK/ARNLEY Beck/Arnley said its line of 089 Foreign Branded Brake Pads are sourced by application from leading OE-approved suppliers and provide the import nameplate specialist with first-rate import brands that are a direct equivalent to the OEM. The 089 program includes 358 part numbers that cover 7,628 applications. Beck/Arnley carries the top reliable Asian and European brands that are OE in the box, including Akebono, Sumitomo, ATE, Mintex, Advics, Pagid, Textar, Jurid, Nissin, TRW, Sangsin, Hitachi and Ferodo. Whether ceramic, organic or semimetallic, the material is driven by the OE application, the company said, adding the friction products provide excellent heat dissipation and stable braking action. beckarnley.com Rapid Response: www.TRRapidResponse.com/48152 Or call 800-928-1184 – Ext. 48152

Rapid Response: 800-928-1184 ext. 48057 TireReview.com 57

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■ SOLUTIONS:

SPOTLIGHT

BENDIX Bendix said its CQ ceramic brake pads virtually eliminate noise, dust and performance-related braking issues. These ceramic disc pads include premium insulators and feature angled chamfers and slots for superior noise abatement. In addition, all the necessary hardware for a complete brake installation is included in every box, the manufacturer added. bendixbrakes.com Rapid Response: www.TRRapidResponse.com/48153 Or call 800-928-1184 – Ext. 48153

TMD FRICTION TMD Friction recently launched the Textar Air Disc Brake Pads catalog for commercial vehicles in North America. The catalog features TMD’s Textar line of OE friction materials in the most popular pad shapes for the North American market. Also included are application, dimensional and cross-reference charts for easy identification of the correct pad for specific vehicle application. TMD added its Textar ADB pads are engineered for specific applications – from on-highway and trailer to transit, coach and even refuse. tmdfriction.com Rapid Response: www.TRRapidResponse.com/48154 Or call 800-928-1184 – Ext. 48154

Rapid Response: 800-928-1184 ext. 48058 58 March 2013 | TireReview

57-62 Yellow_Solutions 3/19/13 9:26 AM Page 59

■ SOLUTIONS:

SPOTLIGHT

MAGNETI MARELLI Magneti Marelli all-makes brake pad kits sold by Mopar are the right choice for dealerships, independent repair shops and DYIers, the company said. They come complete with all the hardware for easier installation, less vehicle downtime and reduced possibility of premature wear-out. The high quality friction materials used allow for ultra-quiet braking and the elimination of brake dust. Available in semi-metallic and ceramic formulas, these brakes provide excellent stopping power and superior braking performance, Mopar said, adding this means less squeaky brakes and less customer complaints. magnetimarelli-aftermarket.us Rapid Response: www.TRRapidResponse.com/48156 Or call 800-928-1184 – Ext. 48156

ACDELCO ACDelco has added a proprietary surface coating to its police car brake pads that helps reduce the break-in period and improves pre-burnished brake effectiveness. According to the company, the coating is designed specifically for police applications and is suitable for both patrol and highspeed-pursuit situations. It is applied to the friction surface during manufacturing using a highly controlled process to ensure uniform coverage and applied density. The pads cover Chevrolet Caprice, Impala and Tahoe; Ford Crown Victoria and Interceptor; and Dodge Charger police vehicles. acdelco.com Rapid Response: www.TRRapidResponse.com/48155 Or call 800-928-1184 – Ext. 48155

WORLDPAC Worldpac said it offers an all brakes, all brands parts program including more than 31,000 part numbers cataloged under 120 different brake-related product categories. Available brands include Akebono, ATE, Aisin, Advics, Brembo, Bosch, Hella Pagid, PBR, Mountain, Nissin, Pilenga, Sangsin, Textar, TRW, WBR, Zimmermann and more. The company said it also offers specialty brake tools and equipment.

The complete Worldpac inventory includes over 110,000 automotive replacement parts for import and domestic vehicles sourced from OEMs. worldpac.com Rapid Response: www.TRRapidResponse.com/48157 Or call 800-928-1184 – Ext. 48157

Rapid Response: 800-928-1184 ext. 48059

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PFC PFC said its corrosion-resistant protective coating extends the life of brake pads by preventing rust, corrosion and peeling – even through high amounts of salt exposure and high temperatures.

PFC’s coating not only protects every surface of brake pads, but also saves the life of discs from excess rust and wear, according to the maker.

PFC’s coating also endured salt spray and high temperature testing, resulting in zero coat peeling and minimal to zero rust. Other protective coatings result in corrosion, peeling and almost full rust coverage, PFC said. pfcbrakes.com Rapid Response: www.TRRapidResponse.com/48158 Or call 800-928-1184 – Ext. 48158

BOSCH Bosch offers OE-quality QuietCast Premium Disc Brake Pads for medium-duty trucks. Launched in mid-2012, Bosch’s QuietCast line of medium-duty disc brake pads is manufactured using OE friction formulas or friction formula upgrades. The maker added QuietCast medium-duty pads are designed to give superior braking performance: stopping power, increased pad life, quiet stops, low dust and great pedal feel. Bosch said its blends of friction material are application-specific – based on factors that affect braking such as vehicle weight and typical duty cycles for medium-duty trucks. Friction compounds are selected to ensure quiet, reliable and long-lived braking. boschautoparts.com Rapid Response: www.TRRapidResponse.com/48150 Or call 800-928-1184 – Ext. 48150

MONROE Tenneco said its new Monroe Brakes ProSolution brake pads feature premium-grade friction formulations and pad designs, and are priced to help shops attract and retain budget-minded customers. Positioned as a premium technology available at a midrange price, Monroe ProSolution pads complement the company’s popular total solution offering of Monroe Ceramics and Monroe Dynamics ultra-premium pads in a program designed to help distributors, jobbers and service providers increase their shares of the brake repair market. monroebrakes.com Rapid Response: www.TRRapidResponse.com/48159 Or call 800-928-1184 – Ext. 48159

NUCAP Nucap said its Brake Align hub correction plates are the simplest, least costly and most effective solution for eliminating brake pulsation caused by excessive lateral runout and disc thickness variation. Easy to install and available in three sizes for hundreds of vehicles, Brake Align corrects runout up to .009 inches over specification without requiring an on-the-car brake lathe, costly wheel hub bearing replacements, or cutting a new rotor. nucap.com Rapid Response: 800-928-1184 ext. 48060 60 March 2013 | TireReview

Rapid Response: www.TRRapidResponse.com/48160 Or call 800-928-1184 – Ext. 48160

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SOLUTIONS

PRODUCTS

Hot New Products Powerful Air Compressor The new Tri-Max air compressor by BendPak features an extreme-duty three-cylinder pump, designed and manufactured to operate with maximum efficiency under all load conditions.

Additionally, the cast-iron pump provides 360-degree cooling efficiency and splash lubrication. The 7.5 HP motor packs a lot of power but makes little noise, according to the manufacturer. bendpak.com Rapid Response: www.TRRapidResponse.com/48161 Or call 800-928-1184 – Ext. 48161

ules, including sections on RMA tire repair standards, ALI lift guide, mounting/demounting to prevent TPMS sensor damage, tire/wheel balancing techniques, RIST procedures for proper wheel-to-hub installation, load/inflation calculations, plus-sizing tire diameter and air pressure adjustment calculations, and more. Additionally, Blair said he provides “a proprietary wheel training program that extends beyond the TIA program into aftermarket applications for non-OE tires, custom wheels and fasteners.” The former TIRE REVIEW columnist also is a SEMA Custom Wheel & Tire Specialist, and helped write the original SEMA (Z5) exam. He can be reached at 251-377-6724.

Added Tire & Wheel Training Scott Blair, TIA-certified ATS and TPMS instructor, now offers onsite training for tire technicians, managers, owners and salespeople. The two-day program includes 19 mod-

Tire Snow Socks The lightweight, durable and easy-to-use ISSE snow socks for tires are the perfect addition to a driver’s winter survival kit, according to ISSE. The snow socks can prevent slipping, reducing the risk of getting stuck by fitting snugly over a vehicle’s drive tires to provide extra grip on ice or snow. trysnowsocks.com Rapid Response: www.TRRapidResponse.com/48162 Or call 800-928-1184 – Ext. 48162

Rapid Response: 800-928-1184 ext. 48061

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PRODUCTS

Highway LT Tire TBC Wholesale Group has introduced the Trailcutter highway light truck line.

Available in six popular light truck sizes for commuter and commercial usage, the Trailcutter HLT provides durable all-season traction and a quiet comfortable ride, according to TBC. Additional features include a premium and proven slotted shoulder design that promotes enhanced all-season traction and even wear. tbccorp.com Rapid Response: www.TRRapidResponse.com/48163 Or call 800-928-1184 – Ext. 48163 Heavy-Duty Tire Gauge The MK3 heavy-duty tire gauge by PCL features a lightweight aluminum body and an easy to read magnified linear

Rapid Response: 800-928-1184 ext. 48062 62 March 2013 | TireReview

scale. The gauge was designed to inflate and deflate while staying engaged on the tire valve stem. Additionally, all PCL inflators are fully tested, serialized and certified for accuracy and calibration, according to the manufacturer. pcltireinflation.com Rapid Response: www.TRRapidResponse.com/48164 Or call 800-928-1184 – Ext. 48164 Eco Passenger Tire Falken has released its first EcoRun passenger car tire, the ZE914 EcoRun, which is the latest edition to the Ziex family of tires. According to the tiremaker, the EcoRun badge is reserved for Falken tires developed with optimized fuel efficiency. Features include Falken’s PCR low rolling resistance compound technology, which is engineered to maximize fuel efficiency. Additionally, a silica enriched compound, along with four circumferential grooves and an asymmetric tread pattern, allow for hy-

droplane resistance for maximum wet traction. falkentire.com Rapid Response: www.TRRapidResponse.com/48165 Or call 800-928-1184 – Ext. 48165 Easy Inventory Scanning JMK, makers of computerized tire dealer software systems, has released the J-scan inventory, a major feature to the company’s J-Scan wireless device.

The J-scan inventory was made for easy automated inventory count validation and control. The newest addition features “point of sale” harvesting for VIN, mileage, license number and employee assignment. jmktdis.com Rapid Response: www.TRRapidResponse.com/48166 Or call 800-928-1184 – Ext. 48166 Clone-able TPMS Line Standard Motor Products (SMP) said it has added the popular Ford-banded style TPMS sensor to its growing clone-able TPMS sensor line. This new sensor matches the original for fit, form and function; and due to its advanced engineering, can easily be cloned in less than a minute with the existing sensor ID, eliminating the need for a factory relearn, according to SMP. Standard part TPM23A offers extensive model coverage for Ford, Lincoln, Mercury and Mazda, model years 2005-11. smpcorp.com Rapid Response: www.TRRapidResponse.com/48167 Or call 800-928-1184 – Ext. 48167

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63 TR rapid response 3/19/13 9:06 AM Page 63

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Tire Bead Breaker Fast • Easy To Use • Saves Time

Loosen Tire Bead from Rim with Leverage 䊳 Constructed mainly for farm rear tractor tires. 䊳 Will handle 38” & 42” 14-ply farm tractor and backhoe tires with dropcenter rims to small ATV and lawn-mower tires. 䊳 Excellent for working on tires without removing the wheel from tractor. 䊳 Operates with 1/2” drive impact wrench or ratchet wrench. Weight 12 lbs. EASY TO HANDLE!

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64 March 2013 | TireReview

64-66 Gray_Classified 3/19/13 8:36 AM Page 65

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67 Purple_The Car Side 3/19/13 8:35 AM Page 67

■ COMMENTARY: Continued from page 68 in my toolbox and handed it to Quigley. “Here – you’re the appliance fix-it guy. Basil and I will cover the front counter while you chip.”

Loud banging and muffled curses emanated from the lunchroom as Quigley fought with the iced-up freezer compartment. I was about to check his progress when the front bell jingled, announcing Rep Tyler’s arrival to pick up his Buick. He was upbeat as he paid his bill.

“Heck, with that new tranny fluid and filter, I’ll bet the old rig’ll be good for another hundred thousand miles!”

I cleared my throat. “Ah, Rep, we need to talk to you about that. Have you ever heard about something called ‘preventive maintenance’?”

Rep’s eyes narrowed suspiciously.

“Yeah, I heard talk of it. Sounds like a money grab, if ya ask me.”

“Not at all,” said Basil with a smile. “It’s a proven scientific fact that long-term effects and cost comparisons usually favor preventive maintenance over performing maintenance actions only when

the system fails.”

We both stared at Basil in confusion. “Huh?” said Rep. Basil was in his glory. “Of course, preventive maintenance is the logical choice if, and only if, the following conditions are met.” He held up an index finger. “One – the overall cost of the preventive maintenance action must be less than the overall cost of a corrective action.” He lowered his voice. “Of course, in the overall cost for a corrective action, one should include ancillary tangible and/or intangible costs, such as downtime costs, lawsuits over the failure of a safety-critical item…”

I stopped him before he could hit us with condition two. “Uh, let me call Quigley, Rep. He’s much better at explaining this stuff than we are.”

I hollered for Quig, and moments later he stormed through the lunchroom door, chest heaving and hair sticking out in all directions. Rivulets of sweat streamed down his face as he held the ice pick before him like a weapon. “Whaddya want now?” he snarled angrily.

THE CAR SIDE

I gulped. “Er, could you explain to Rep here about the benefits of…” I looked around, but our customer was gone. “Where’d he go?”

Basil pointed down the street, where Rep was sprinting away like a rocket on two legs. You’d think he’d seen a ghost. Or a madman with an ice pick.

We take preventive maintenance quite seriously around our shop, and do our best to convince our customers to take part. But next time, I’ll ask Quigley to leave the ice pick behind when he comes out to greet a customer – it tends to give the wrong impression. ■ Rick Cogbill, a freelance writer and former shop owner in Summerland, B.C., has written The Car Side for a variety of trade magazines for the past 14 years.

“A Fine Day for a Drive,” his first book based on the characters from this column, is now available for order at thecarside.com.

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67 Purple_The Car Side 3/19/13 8:35 AM Page 68

COMMENTARY THE CAR SIDE

Maintenance Knows No Limits

Whether it’s cars or appliances, some periodic care keeps things running smoothly

I

t was so quiet in the lunchroom that you could almost hear a fresh layer of dust settling on the set of aged Chilton Manuals and a variety of old tire data books. The dog-eared reference books stood side by side like long-forgotten soldiers as they guarded the sagging bookshelf.

“How much longer?” Tooner’s hoarse whisper in my left ear broke the silence. I almost jumped out of my coveralls.

“Quiet!” I hissed, peering through the blackened glass of the coffee carafe. “I thought I saw another drip coming, but now I’ve lost count!”

He sniffed and straightened up.

“Fine,” he growled. “By the time that piece o’ junk leaks out enough brew to fill my cup, coffee break’ll be over!”

Basil opened his thermos and waved it in Tooner’s direction.

“You should follow my example and bring your own.” He grinned.

“Much more reliable and palatable.”

I abandoned my hopeless vigil and fumbled in my pocket for some loose change. Soft drinks aren’t good for my health, but I needed my caffeine fix and it was obvious our coffee machine had nothing to offer.

“Maybe it’s plugged,” I said.

“When’s the last time we cleaned it?”

Beanie looked up from his tire magazine. “The coffee pot? That hasn’t been cleaned since I started working here!”

Quigley sighed in resignation. As service writer, it was his job to keep the java flowing.

68 March 2013 | TireReview

“Okay, okay. I’ll take a look at it.”

Dragging ourselves back out to the shop, we resumed the jobs that awaited us. Beanie had the honor of changing the transmission fluid on an older model Buick. Hot, smelly oil spilled into the drain bucket as he partially loosened the last few bolts of the pan.

“Phew!” Beanie wrinkled up his nose. “That’s one burnt tranny. I’ll

bet the filter is plugged up solid.”

“No doubt.” I glanced at the repair order stuck to his toolbox with a magnet. “That figures – this is Rep Tyler’s old car. He doesn’t like to fix anything until it breaks.”

Beanie shook his head. “Well, you should tell him that a little preventive maintenance is a whole lot cheaper than replacing the transmission.”

With the price of new cars being what they were, most of our clients had now bought into our preventive

RICK COGBILL aka Slim Shambles Contributing Writer

maintenance program. But Rep Tyler wasn’t one of them.

At noon we walked into the lunchroom, only to discover a bright and shiny coffee maker gurgling away merrily on the lunch counter. I stared in amazement at the steady stream of coffee draining into the carafe. “Quigley,” I gasped, “what did you do? Is this a new machine?”

Our service writer’s face was grim as he wiped his blackened hands on an old dish towel. “Nope, that’s the old one. But you won’t believe the crud I found in that thing.” He shuddered. “There was so much moldy residue inside, I’m surprised the coffee didn’t come out green!”

Tooner frowned. “Now that you mention it, it has tasted a little funny lately…”

I was thrilled at the transformation. “This calls for a celebration, boys!” I opened the fridge to look for some ice cream bars I’d stuffed in the freezer last summer. But when I tried to open the door of the freezer compartment, it wouldn’t budge. “Uh, Toon, have you got your small screwdriver handy?”

After much prying we finally got the door open, only to come face-toface with a solid block of ice. Somewhere in the middle of it was my box of ice cream bars.

“Time for a little defrostin’,” grunted Tooner. “And I thought this shop was a preventive maintenance facility!”

After lunch I found an old ice pick Continued on page 67

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