MARCH MARCH 2022 2021
MEMBER RIDE FORD FALCON XM UTE
CAPRICORN
Stars
CAPRICORN RISING STARS IS BACK WHY YOU NEED TO NOMINATE YOUR APPRENTICES IN 2022
GET THE MOST OUT OF YOUR CAPRICORN MEMBERSHIP IN 2022 Check out our tips.
COULD EQUIPMENT FAILURE LEAVE YOU UNABLE TO TRADE? What’s your Plan B if a piece of equipment fails.
SIX FUTURE MOBILITY TRENDS FROM IDTECHEX RESEARCH Where to from here?
TM
Capricorn DINNER & TRADESHOW
Coming Soon
LOGIN TO CAPRICORN.COOP/EVENTS TO SEE THE LATEST CAPRICORN EVENTS INFORMATION. FOR EVENT ENQUIRIES EMAIL EVENTS@CAPRICORN.COOP
CONTENTS MARCH 2022
David Fraser Group CEO
CEO’s message
What’s the atmosphere like in your workshop? Are your employees happy and productive? Does everyone get along? Or is it tense? Are you constantly battling laziness and incompetence? Is there one member of the team who causes trouble? Is staff turnover high? While there are many factors in business that play into all of those scenarios, there is one constant that has a dramatic effect on all of it: workplace culture. When a workplace has a positive culture, it raises morale, improves teamwork, increases productivity, reduces stress and enhances the retention of staff. When it has a poor culture, all those things start to break down. That cultural break down can happen quite quickly, or it can happen over a period of time. Either way, arresting it, and fixing it, is key to improving the fortunes of any business. And turning it around needs to come from the top. If you’re the business owner, or the manager, that means you. So, how do you do it? For my money, one of the most important things you can do is open up the communication channels with your team. It starts by creating a clear set of core values that are communicated effectively and discussed with employees, so that they feel part of it. Then it’s about sharing information, having a daily or weekly meeting, or keeping a whiteboard, whatever it is that works for you and your business. It’s also about understanding that communication runs two ways—you want your staff to come to you with problems, suggestions and improvements. Values is another big factor that is too easily neglected. Have a defined and inclusive set of values that every team member should live by. Everyone should feel safe, welcome and accepted at work. These values should pervade every part of the business, including your internal and external business dealings. When you’re hiring, don’t just look at skills, ask yourself whether the person shares your company values. I also put great store in reward and recognition. We all feel good and respond positively when someone says, “Hey, you did a great job today”, or when they thank us for going the extra mile. When someone does something good, acknowledge it. If it’s for something small, it might be a quiet, one-to-one “well done”. If it’s for something bigger, perhaps it’s a round of applause at a staff meeting, buying in that Nando’s lunch on a Friday, or even a bonus in the form of cash or training. These are just three ideas. There are plenty more out there, and certainly many Capricorn Members are doing great and innovative things to create a positive culture in their workshop. This month we’ll be sharing a lot of those ideas— because it’s in all our interests to make every workshop as happy a place to work as possible. Yours in cooperation,
5 Could equipment failure leave you unable to trade?
7 Get the most out of your Capricorn Membership
8 New Nissan Z coming to a showroom near you
10 Rising Stars is back Why you need to nominate your apprentice in 2022.
12 A lifelong love affair with classic cars
Is it possible to get nostalgic about cleaning a carburettor?
14 Seven More Years Of The Singapore Sling
16 Future mobility trends
From the National Collision Repairer and IDTechEx.
18 Planning ahead is a good Covid treatment
20 How to treat your
staff like rockstars And why it pays off.
22 Do your customers David Fraser Group CEO
trust you?
And how to ensure they do.
CAPRICORN IGNITION MARCH 2022 3
NEWS
CALENDAR of events Western Australia
Queensland
BUNBURY MEMBER NIGHT 7th April 2022 ALBANY MEMBER NIGHT 28th April 2022 GERALDTON MEMBER NIGHT 18th May 2022
MACKAY TRADESHOW 23rd March 2022 TOWNSVILLE TRADESHOW 18th May 2022
South Australia
QUEENSLAND GOLF DAY 6th May 2022
UPPER SOUTHEAST TRADESHOW To be Rescheduled MOUNT GAMBIER TRADESHOW To be Rescheduled
National Events ANNUAL GALA DINNERS AND TRADESHOW Launching Soon
CAPRICORN QLD GOLF CLASSIC
Login to capricorn.coop today and select Events to register your attendance. For further information please call our Events team on 1800 327 437 or email events@capricorn.coop
Using your diagnostic time effectively With the Right to Repair legislation due to take effect later this year, vehicle information and data will be more accessible than ever. So how do you make sure you are using your diagnostic time effectively? Here are some quick tips.
Talk to Your Customer
Initial communication with the customer is crucial in identifying and understanding an issue. A few extra minutes of enquiry could save you hours in diagnostic time. As some customers won’t have the vocabulary to properly explain the issue, asking the right questions will ensure you get all the relevant information, helping you diagnose the issue faster.
Utilise Available Resources
Capricorn Service Data is one resource that is available to all Capricorn Members that will significantly reduce diagnostic time, giving your workshop a competitive advantage. Instead of spending hours manually searching through logbooks or researching online, Capricorn Service Data gives you instant access to the most comprehensive range of online
service information covering thousands of vehicles. It has manufacturers' service schedules, service illustrations, repair times and an estimate calculator. Powered by Autodata, whose global database features 34,000 vehicles from over 60 manufacturers, Capricorn Service Data is an exclusive Member service provided at no charge.
Invest in Training
Training your staff to specialise and fine tune their diagnostic skills will save time in the long run, while also increasing customer satisfaction and loyalty. Investing in training will increase your staff’s ability to diagnose an issue quickly and confidently, reassuring your customers that they are in the best hands. Diagnostic proficiency is an opportunity to create a significant point of difference for your workshop, increasing efficiency and providing a strong competitive edge. Competition and Consumer Amendment (Motor Vehicle Service and Repair Information Sharing Scheme) Act 2021 (Cth) 1
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TM
Could equipment failure leave you unable to trade? When you think about the kind of things that can interrupt your business operation, you probably imagine major events like fires and floods.
Rob said while business protection for equipment failure doesn’t cover for “wear and tear”, it is an incredibly valuable form of protection against some major risks.
But not everything that could bring your business to a grinding halt is the kind of event that makes the news. Often, it’s something much closer to home — a piece of equipment you rely on to trade goes kaput.
“Say you’re a smash repairer and you’ve got compressors, welders, spray booths and other electronic equipment,” Rob said. “It’s worth a lot of money. Some spray booths can be worth around $100,000 or even up to $200,000. When you add up all the electronic equipment in your workshop it can be worth well above $20,000 and upwards of $50,000 or more.
So, what would you do then? What’s your Plan B if a piece of equipment fails and stops you being able to operate as normal? Capricorn Risk Services’ New South Wales and Australian Capital Territory Sales Manager Rob Sedkey said while more than half of Members have business interruption protection, only 30% have the kind of protection that covers them in the event of equipment failure. “You may have seen this referred to as machinery breakdown or electronic equipment breakdown cover, at Capricorn Mutual we simply refer to engineering,” Rob said. “It doesn’t just relate to you being an engineer, it relates to any machinery, or electronic component."
“What happens if there’s a power surge or a major malfunction due to an unforeseen circumstance? You could be out of pocket tens of thousands of dollars.” Rob said business interruption protection for equipment breakdown includes not just traditional pieces of machinery but also electronic equipment like laptops, air conditioners and even CCTV cameras.
turn off the power to fix things. “When they turned it back on it created a major surge to many businesses in the area — and we’re talking major voltage — that was so powerful the kill switches in the workshop couldn’t stop it. It fried about seven cameras.” Rob said the claim amount to replace the CCTV cameras came to about $26,000 and was covered by the Member’s ‘Engineering section’. Business interruption can happen in ways you don’t expect and couldn’t foresee — like one poor possum making a bad decision. To avoid the heartache of business interruption, Rob recommends creating a checklist of all the machinery and electronic equipment in your workshop, or associated with your business, and then calling your Risk Account Manager to make sure you are protected. Call your Capricorn Risk Services Risk Account Manager today.
“We had one Member who had a really large workshop and, therefore, really quite an intricate CCTV system they’d spent a lot of money on,” Rob said. “Believe it or not, a possum climbed into one of the nearby substations, so the power company had to
Contact Capricorn Risk Services 1800 007 022 I info@capricornrisk.com I capricorn.coop/risk Products sold through Capricorn Risk Services Pty Ltd (ABN 93 111 632 789) are: (i) discretionary risk protection products issued by Capricorn Mutual Ltd; and (ii) general insurance products issued by a range of insurers and brokered through Capricorn Insurance Services Pty Ltd. Before deciding to acquire any product you should consider the Product Disclosure Statement available from Capricorn Risk Services Pty Ltd to see if the product is appropriate for you. Capricorn Risk Services Pty Ltd is a Corporate Authorised Representative (No. 460893) of Capricorn Mutual Ltd (AFSL 230038) and Capricorn Insurance Services Pty Ltd (AFSL 435197).
GET THE MOST OUT OF YOUR CAPRICORN MEMBERSHIP IN 2022 You’re a Capricorn Member, which is awesome. You’re putting a lot of your purchases on your Capricorn Trade Account and reaping the rewards. But it could be even better. Make sure you’re getting the most out of your membership by checking out the tips below.
Check out other sections of the Purple Pages When we say, ‘if it’s in your business, it’s in the Purple Pages’ we aren’t kidding. Check out other sections of the Purple Pages to find everything you need to run your business and make it easier by putting it all on one statement.
Make sure you’re well protected with Capricorn Risk Services^ Capricorn Risk is your one stop shop for protection and insurance from people in the industry. Not only do you get top level protection products, and a dedicated Risk Account Manager, but you also earn those precious Rewards points.
Making a big purchase? Check out CAP ezifinance~ CAP ezi-finance provides easy and convenient finance options for Members looking to purchase new equipment. For anything over $2,500 and with repayment terms over 60 months, CAP ezi-finance is a great way for Members to grow their business with new equipment.
Contribute to the future of the industry by nominating your apprentices
retain the automotive leaders of tomorrow is to nominate your apprentices in the Capricorn Rising Stars competition. There is more than $20,000 in cash and prizes to be shared amongst the overall winner, the top 5 finalists and the workshops that nominated them*.
Simplify your business fuel payments3 Capricorn Member's and their employees can enjoy the convenience and savings offered by the Capricorn Fuel Card and earn valuable rewards points with every fuel purchase made.
Book your next holiday with Capricorn Travel1 Did you know Capricorn has an ATAS accredited, award winning travel agency? We may not be travelling far at the moment, but if you are looking for a little bit of support organising your next local get-away, have a chat to the Capricorn Travel team. Not only do you get a fantastic holiday, but you can earn and redeem your Rewards points too!
Once you’ve earned all those Reward points – treat yourself2 So you’ve been through the list, you’ve found some new Preferred Suppliers, you’ve joined Capricorn Risk Services, and you’ve booked a holiday. You will likely have a nice little nest egg of Capricorn Rewards Points saved up. Log into your myCAP Portal to check out the amazing range of options you can redeem your points on. From BBQs to gifts cards, and even entertainment, there’s something for everyone at Capricorn Rewards.
The skills shortage is real, and we’ve been talking about ways to help close the gaps for a little while now. One of the best ways to *For more information visit capricorn.coop/tc and click on ‘Capricorn Rising Stars 2022 Terms and Conditions’. ^Products sold through Capricorn Risk Services Pty Ltd (ABN 93 111 632 789) are: (i) discretionary risk protection products issued by Capricorn Mutual Ltd; and (ii) general insurance products issued by a range of insurers and brokered through Capricorn Insurance Services Pty Ltd. Before deciding to acquire any product you should consider the Product Disclosure Statement available from Capricorn Risk Services Pty Ltd to see if the product is appropriate for you. Capricorn Risk Services Pty Ltd is a Corporate Authorised Representative (No. 460893) of Capricorn Mutual Ltd (AFSL 230038) and Capricorn Insurance Services Pty Ltd (AFSL 435197). ~Capricorn Finance offers business equipment finance through Capricorn Society Limited (ACN 008 347 313) and brokers business finance through Capricorn Society Financial Services Pty Ltd (ACN 129 134 667). Fees and charges, terms and conditions, and lending criteria apply. 1 Capricorn Travel Australia Pty Ltd / ACN 008 926 645 / ATAS Accreditation No: A10552 2 Participation in the Capricorn Rewards Program is subject to the Capricorn Rewards Program Terms and Conditions which can be found via the Capricorn website. 3 Applications and use of the Capricorn WEX Motorpass Fuel Card are subject to Capricorn Motorpass Card – Terms and Conditions which can be found at https://www.capricorn.coop/Terms_Conditions.
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New Year’s Resolution Reset
WORK SHOP & OFFI CE SUPPL IES
It’s still early in the year, making it the perfect time to check in with the resolutions you committed to at the start of 2022. Capricorn Rewards has products that will support you in making your resolutions a reality. Whether that means new fitness equipment for you to up your game with, an Apple watch to inspire consistency or a mood lamp to create a sense of calm, you can find it and more at capricorn.coop/rewards.* Apple Watch Nike SE GPS 40mm Silver Aluminium Case
New Age Age-Defying Retinol Serum 30ml
Live Well Work From Home Bundle
Fitbit Versa 3 (Midnight/Soft Gold)
Fitbit Sense (Carbon/ Graphite)
Live Well Mini Ceramic Mood Lamp
Oakley Half Jacket XL 2.0 Prizm Sunglasses
Participation in the Capricorn Rewards Program is subject to the Capricorn Rewards Program Terms and Conditions which can be found via the Capricorn website.
*Products subject to availability.
capricorn.coop/rewards CAPRICORN IGNITION MARCH 2022 7
FUTURE RIDE
NEW NISSAN Z COMING TO ING T NEW NISSAN Z COM A SHOWROOM NEAR YOU A SHOWROOM NEAR
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While the world’s automakers, understandably, focus on the gearshift to electric vehicles, it seems consumers are still chasing something with a bit of old-fashioned grunt. When that grunt is as sleek as the new Nissan Z, who can blame them? This isn’t some pipedream concept car fantasy, the latest Nissan Z is very real—not only is it currently in production, new Z coupes expect to be sitting in the showrooms and forecourts of car dealers across Australia. The interest, according to Nissan, has been “extreme”. Are we surprised? Not really. The “Zed” has long been an extremely popular model with the nation’s petrolheads. Let’s pop the bonnet on the latest edition of this absolute classic. The Nissan Z runs on the Infiniti Q50 and Q60 Red Sport’s 3.0-litre twin-turbo V6, with its 298 kW of power (that’s 400 hp in the old money) and 475 Nm of torque at 5,600 rpm. (That’s up about 15 per cent in both power and torque on previous models.) The Z coupe is available as a nine-speed automatic, complete with paddle shifters, or as a six-speed manual with synchronised rev control for faster shifting. The six-speed close-ratio manual transmission includes an EXEDY high-performance clutch and a carbon-fibre composite drive shaft, increasing the connection between man and machine. The nine-speed automatic transmission is tuned for quick response and faster acceleration, and pairs with aluminium paddle shifters. There’s plenty of tech, too: an eight-inch touchscreen with Apple CarPlay and Android Auto smartphone integration
and a fully customisable 12.3-inch TFT meter display. You can also toy with the design mode to “match your driving mood” (it’s mostly about where the tacho and speedo are displayed). It has a suite of Nissan’s Intelligent Mobility safety systems, with front and rear parking sensors, rear-view camera, intelligent cruise control, predictive forward collision warnings, forward emergency braking and pedestrian detection, blind spot warnings, rear cross traffic alerts and lane departure warnings. There’s also noise cancellation technology to lock out road, wind and tyre noise. The Nissan Z takes its design cues from its extremely popular predecessors. The headlights are inspired by the 240ZG of the 1970s, while the rear of the coupe is more reminiscent of the 300ZX. It’s timely here to mention that there will actually be two models of the Nissan Z coming our way. The first, the standard, is as described above. But there’s also an upgraded version, the Z Proto Spec. It’s the same engine and the same performance, but cosmetically Nissan promises it’s “the ultimate expression of the new Nissan Z”. What does that mean, practically? It means that the Z Proto Spec has 19-inch bronze-forged alloy wheels, yellow brake calipers, yellow trim accents to the black interior treatment and a two-tone paint option. According to Nissan (as reported in CarExpert) there has been “an absolute ton of interest” in the new Zed, with a large number of pre-orders and more than 70 of those for the six-speed manual. The new Nissan Z is a car with heritage, a car with a solid fanbase, and a car with grunt. The buzz around it was always going to be electric (even if the car never was). CAPRICORN IGNITION MARCH 2022 9
CAPRICORN RISING STARS IS BACK WHY YOU NEED TO NOMINATE YOUR APPRENTICES IN 2022 Attracting and retaining apprentices in the automotive industry has never been more important. That’s why Capricorn Members are being encouraged to recognise and reward their hardworking apprentices with a Capricorn Rising Stars, Apprentice of the Year nomination. We know being an apprentice and training an apprentice can be a great opportunity for both apprentice and employer. However, it is no easy undertaking. Not only does supporting an apprentice take time and effort, but it also takes a lot of passion, commitment and sacrifice from our apprentices to achieve their qualification. The Capricorn State of the Nation report showed 39% of Capricorn’s 23,000 plus Member businesses currently employ an apprentice. So, there is a huge pool of talent waiting to be rewarded and recognised for their commitment to the future of the automotive industry. Here are five important reasons you should nominate your apprentice: 1. Keep your apprentice committed to a career in auto
3. Rewarding outstanding people, no matter what stage of the journey they are at Capricorn began the Capricorn Rising Stars awards to recognise aspiring auto repairers who demonstrate their automotive passion, a positive can-do attitude and a strong commitment to forging a long and rewarding career in the service and repair industry. This unique judging criteria creates a level playing field for first to fourth year apprentices across all automotive service and repair disciplines. This means Capricorn Members can nominate any of their apprentices who demonstrate outstanding potential and character as they continue to learn their craft and display eagerness to develop their skills. 4. Great prizes to be won Everyone loves to be rewarded! The 2022 Capricorn Rising Stars prize pool has something for both the winning apprentices as well as the workshops that nominate them. These prizes are once again thanks to the generous support of our industry sponsors. 5. Everyone is recognised!
Learning a new trade is a big commitment and takes a lot of passion and dedication. Provide the ultimate encouragement to your apprentice with a Capricorn Rising Stars nomination and keep your apprentice engaged and passionate about their apprenticeship.
Every nominee will be sent a certificate to formally recognise their accomplishment. With your apprentice’s permission, you can display the certificate in your reception area to let your customers know about the high-quality team you are nurturing in your workshop.
2. Build a positive workshop culture, through advocacy and recognition
Nominate your apprentices by visiting cap.coop/stars
High performing teams often work well as they trust one another and reward each other for hard work. By nominating your apprentice, you’re not only rewarding them but letting them know that you’ve got their back, building trust as an advocate.
MORE THAN $20,000 IN CASH AND PRIZES TO BE WON! Capricorn thanks long-term program sponsors Castrol, Repco and Workshop Whisperer, who have donated these fantastic prizes. For more information on the Capricorn Rising Stars competition, including competition Terms and Conditions, visit cap.coop/stars. 1 0 CAPRICORN IGNITION MARCH 2022
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HARD WORK D R |R A W ET E A R I |
CAPRICORN
Stars $20,000 IN CASH AND PRIZES UP FOR GRABS! ENTRIES CLOSE 30 APRIL 2022 NOMINATE YOUR APPRENTICE AT CAP.COOP/STARS
For more information visit capricorn.coop/tc and click on ‘Capricorn Rising Stars 2022 Terms and Conditions’.
A lifelong love affair with classic cars Is it possible to get nostalgic about cleaning a carburettor? What was once a regular task in any workshop is now a rare treat for most mechanics. But not for Capricorn Member Garry Tomlinson. He owns Kenwick Automotive Performance in Perth’s eastern suburbs, and he specialises in servicing vehicles he calls “the old-school classics”. “I just like the simple cars,” he said. “It’s like going back to basics. You know you can open the bonnet and see the motor. It’s not wrapped in plastic and hasn’t got 15 million sensors on it.
“I bought it from one of my customers,” he said. “He’d brought his XC ute in and I was doing some work on the carby, and he said he had an XM ute he wanted to sell. “He showed me some photos and said he’d bring it the following Saturday to show Vicki ‘because she’ll like it’.” It turns out, Vicki and Garry both liked it, and he bought it.
Did you just get that whiff of nostalgia? (Or was it petrol?)
“It’s got a 170, three-speed manual gearbox with a column change,” Garry said. “I’m in the process of rewiring her at the moment — we were driving home not long after we bought her and she ran out of headlights!”
Garry and his partner, Vicki, live and breathe classic cars. In fact, Garry has recently bought a 1964 Ford Falcon XM ute, which he’s using as his workshop vehicle.
Garry has recently installed an aftermarket aircon unit which mounts under the dash and has plans to upgrade to disc brakes on the front wheels. But otherwise he said the XM was in good
“I just love the old-school cars. I grew up with them.”
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condition, with “just a few bits to tidy up”. (That tidy up, not surprisingly, included new halogen headlights.) Ford introduced the XM series Falcon in 1964. Based on the XL, it boasted a swathe of improvements including stronger ball joints in the suspension, new front upper wishbones, bigger axle shafts and tougher engine mounts. The model was produced for only a year before it was superseded by the XP Falcon, with its torque box steel subframe. Garry had previously owned both an XM sedan and an XP – suggesting something of an affinity with the X series. “The very first one I bought was XP, which was the last of that four-model range of that shape, but that needed a lot of rust cutting out,” he said. “While I was looking at fixing that up, I bought the XM (sedan). I prefer the XM styling — it’s the shape of the headlights and the grill.” In between the XM sedan and the XM ute, Garry owned a 1969 Ford ZC Fairlane sedan for several years. He’d intended to use that as his workshop vehicle, but when his customer offered him the XM ute, he couldn’t resist returning to his beloved X series. The Fairlane was sold to his cousin’s son, who is restoring it. And the ute is now freshly sign written and ready to advertise Kenwick Automotive Performance around the streets of Perth. The Kenwick business isn’t Garry’s first. He’s had it for about four years but has owned other workshops previously. The workshop had been doing a lot of luxury sport vehicles when Garry bought it, but the client base soon evolved thanks to Garry and Vicki’s involvement in the classic car scene. (Vicki has been driving an XL model Valiant Charger for the past 14 years.) Now 62, Garry reckons he’s been playing with cars since about 1970. “I changed my first head gasket when I was 12,” he said. “It was my brother’s 1958 Holden.” But his brother wasn’t exactly standing over his shoulder, making sure young Garry got it right. “He was down the pub. So was my father. After I fixed it, I was driving it around the backyard when my Dad came home, and I got in trouble for touching his tools!” Among the vehicles hanging around Garry’s Kenwick workshop on the day Ignition called were Vicki’s 1972 VH Valiant, a 1960 DeSoto, a ’73 Cadillac and a ’66 Mustang. He said most of the vehicles that drive up onto the apron are still carburettor-powered. Which is great news. “I love playing with carbies,” he said. For Garry, that’s not nostalgia; it’s a way of life.
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SEVEN MORE YEARS OF THE SINGAPORE SLING by Paul Marinelli
After a pandemic induced two-year absence, one of the most exciting sporting events in the Southern Hemisphere is returning from 2022. The loss of Formula One’s original and most spectacular night race, after the 12 incredible events staged in the Lion City since 2008, was a bitter pill to swallow for motor racing fans from all over the world. This event had global television ratings sky rocket and was a tourism magnet year after year. Affectionately referred to as the “Monaco of the Orient”, this Formula One event had developed a level of prestige normally afforded to far more historically significant events on the global calendar. This was due to its spectacular location and unique format, which at the time of its launch made it Formula One’s first ever night race. Some 268,000 spectators attended this event when it was last held in 2019, marking the second highest attendance for the race. There is no doubt that the Singapore Grand Prix remains one of the most highly anticipated events on the racing calendar, given its spectacular five kilometre street circuit that runs through the heart of this vibrant city.
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This is the fourth Formula One contract renewal for the Singapore Grand Prix and the seven-year duration of this agreement is its longest. This event has featured an unparalleled line-up of lifestyle and entertainment programs, which have helped to attract more than 550,000 thousand tourists (many of them Australian) since the launch of the event. The off-circuit entertainment provided is arguably unrivalled by any other Formula One event and has made it extremely popular amongst locals as well. Many current major recording artists or bands have performed as a part of the non-stop four-day festival of music, speed and entertainment. Many international musical acts and their promoters simply did not consider Singapore to be a viable touring venue until it became the host city of a Formula One Grand Prix – now they line up to be a part of it. It comes as no surprise that, since its debut in 2008, this Formula One race has generated more than S$1.5 billion in incremental tourism receipts. When you consider how small Singapore really is, (the city is the entire country), this is an extraordinary achievement.
More than 90% of the race organisation is sub-contracted annually to Singapore based companies, while several Australian companies and consultants also provide specialised services to the event. This makes perfect sense given our regional proximity, along with Australia’s long term and highly successful experience in Grand Prix and major sporting event organisation. There is even talk of our Gen3 Supercars being a major support category of this event in the near future, similar to the popular high profile role the sport plays at the Australian Formula One Grand Prix each year. It may interest you to know that the Singapore organisers approached Supercars Australia several years ago to ask our major racing category to be a part of this amazing event, only for the teams to knock back the invitation, largely due to the fear of damaging their cars. This knock-back had ramifications for several years afterwards. There may be an opportunity to remedy the situation soon, now that Supercars has a new owner and the teams are no longer a voting part of the sport’s decision making process. While there is no escaping the fact that this night race consumes incredible amounts of fossil fuelled generator power, the Singapore Grand Prix is working to reduce the carbon footprint of the event by switching to renewable energy sources, increasing recycling efforts and switching to sustainable materials.
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SIX FUTURE MOBILITY TRENDS FROM IDTECHEX RESEARCH
Since the turn of the century, electric vehicle startups have moved from obscurity into some of the world’s most valuable companies. Most traditional automakers have committed to an electric future and flying electric taxis have started to leave the pages of science fiction. So, where to from here? The rapid pace of change is enabled by technological leaps in underlying componentry and materials, from Li-ion batteries to LiDAR. But there is still a long way to go as the industry strives to close the performance gap with internal combustion engines, increases in safety, lower costs, and overcoming regulatory barriers. Here are six future mobility trends worth watching.
Electrification is global and happening in all sectors A decade ago, IDTechEx predicted 1.5 million battery-electric car sales by 2021. This turned out to be an underestimate by over half, as China, the US and Europe all grew their markets last year. The sheer volumes and successes of electric vehicles in the automotive market are driving down costs and creating opportunities for many other mobility sectors. On the waterways, electric ferry deliveries have boomed to ~80MWh yearly as battery pack costs fell below $600 per kWh, energy densities improved and thermal management innovations vastly increased safety. Similar drivers are pushing investment into electric air-taxis, with American Airlines, Virgin Atlantic, United Airlines, UPS and Avolon having all placed preorders. Electrification is not so much unstoppable as inevitable and will continue to play a dominant role in the decarbonisation of mobility.
Autonomous vehicles will transform the automotive industry – again Just as the industry grapples with massive changes in powertrain technology, IDTechEx expects commercial autonomous cars -or robotaxis- to be market-ready and match or exceed human safety by as early as 2024. Projecting forward current safety data, the implication is autonomous cars will be capable of fulfilling the world’s mobility needs without a single collision before 2050.
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As a result, autonomy will have a profound impact on the travel habits of consumers: having removed the highest cost of current popular ride-hailing services – the driver – robotaxis will enable affordable mobility services, driving the market to grow at a 30% CAGR. Private car ownership will become a relic of the past for new generations, and since one autonomous car has the capability to serve multiple people a day, fundamental demand for new cars is expected to fall, even as global passenger-miles increase.
Lithium-based batteries will continue to be the great enabler for electrification Without the popularisation of the Li-ion battery by Sony in the 1990s, electric vehicles would still be the horse that lost the race to the internal combustion engine. Battery technologies are evolving rapidly and there are many important market developments taking place. As battery costs level, the key focus for the industry will be increasing sustainability of raw materials and supply chains whilst ensuring there is still enough supply to meet the huge demand. Later in the decade, a move beyond Li-ion, towards the holy grail of solid-state and lithium-metal batteries, is critical for a step-change in safety and performance, and to open the door to new applications such as electric longhaul aircraft.
Advanced motors and power electronics are key to lowering cost and increasing range Improving the efficiency of power electronics and electric traction motors is key to either increasing range or downsizing batteries (reducing costs). Two important trends in these areas are market convergence on permanent magnet motors and a transition towards wide bandgap semiconductor devices. Due to their high performance and superior efficiency, permanent magnet motors are the default technology for traction applications and their market has naturally grown with the runaway success of electric cars. However, magnets make end-of-life recycling difficult and raise concerns regarding price volatility and sustainable mining practices, with most material mined and sourced in China. Long-term reliance solely on permanent magnet machines is looking increasingly unsustainable, with warning signs starting to
show in high neodymium prices – the primary ingredient of rare earth magnets. Magnet-free and even copper-free motor solutions are gaining interest and momentum. While motors are not as materially diverse as batteries, in a similar way we expect automakers to diversify their strategies to adopt several technologies to balance performance, sustainability, market demand, and cost. Meanwhile, a switch to wide bandgap power electronics is well underway, predominantly with silicon carbide MOSFET (metaloxide semiconductor field-effect transistor) devices. By 2030, roughly half the electric car market will have switched to these efficient devices, enabling efficient high voltage powertrains. Early in 2022, Mercedes showcased the Vision EQXX concept capable of 1,000 km. While there is a lot of technology behind this concept, including solar bodywork, design (drag factor), silicon anode batteries, and axial flux motors, a key enabler is the 900V platform – something that is only practical with silicon carbide.
Powertrain safety via thermal management will be critical as the market matures As OEMs scramble towards electrification, battery safety is sometimes missed or not fully realised. This was publicly highlighted in a big way during 2020–2021 thanks to the safetyrelated recall of GM’s Bolt, costing approximately $1.9 billion – and they aren’t the only automaker to have had EV recalls relating to potential fire risks. The way in which batteries are designed is evolving, at both a cell and a pack level. Battery chemistry is evolving with higher nickel cathodes being adopted, LFP (lithium iron phosphate) batteries making a resurgence and more attention being paid to solidstate batteries. These changes have a profound impact on the requirements around thermal management and materials in EV batteries. Outside the cell, we see OEMs transitioning towards cell-to-pack designs, with announcements from Tesla, Stellantis, BYD, VW and more.
This fundamental change in battery pack structure leads to changes in how thermal strategies and materials are incorporated, including thermal interface materials, coolant channels and fire protection. Whilst much attention is focused on the battery, electric motors and power electronics are literally the driving force behind EVs and present their own thermal management and materials challenges. Permanent magnet motors require a specific operating temperature to avoid damage. Additionally, allowing the copper coils in a motor to get too hot can lead to reduced efficiency or damage to the winding insulation. The silicon carbide transition in power electronics is also presenting a host of package-level thermal challenges to deal with the increased junction temperatures, including wire bonding, die-attach, and substrate technologies.
Hydrogen fuel cells are the last piece of the puzzle to decarbonize land transport While the race is being led by battery electric vehicles, battery solutions can’t always deliver for cases that require significant range, high loads, brief downtime, and high operational flexibility (e.g. long-haul trucking and high milage city bus operations). In addition, while demand is high and outstrips supply, batteries will be prioritised into light-duty sectors where they are most profitable. All this is creating opportunities for fuel cells, and giants like Toyota, Hyundai, GM and Daimler are continuing to pump millions into improving fuel cell system technology and wider hydrogen infrastructure. Fuel cells have many weaknesses compared with batteries but should not be discarded in heavyduty segments to help meet climate goals. The National Collision Repairer has reproduced this article compliments of Luke Gear, principal analyst IDTechEx. The contents of and any opinions contained in this article do not reflect the opinions of Capricorn Society Ltd and Capricorn makes no representation or warranty as to the accuracy, completeness or reliability of any material in this article
CAPRICORN IGNITION MARCH 2022 1 7
Planning ahead is a good Covid treatment by Geoff Mutton
The new year has not started well as hopes for an end to Covid interruptions have been dashed. Workshops around the nation are still facing staff shortages and supply chain interruptions. However, getting work is not the problem because most workshops are extremely busy. The problem everyone is facing is how to plan income-producing work while coping with the above challenges. One of the solutions is that workshops need to be as organised as possible, beginning with planning your day a day ahead. Here are some tips that will help daily planning:
Confirm booking details A lot of unnecessary and timeconsuming mistakes can be traced back to inadequate or insufficient customer information being gathered and documented at the time of booking in a vehicle.
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It is imperative that every staff member is trained on how to take a booking and document the minimum customer details, which are: • • • • •
name contact number vehicle details and registration job requirements drop-off and pick-up times
Even these basic details will help with job planning and preparation and mean the customer can be contacted for rescheduling or to check fault details.
Understand the hours available and hours booked Job prices can vary from $50 to $5,000, so determining your workshop's booking capacity only on the number of jobs booked in will not be the best approach. It would be much better to calculate how many labour hours you have available each day and subtract the estimated
hours per job as each booking is received. This is by no means fool proof, but it can often be accurate, ensuring just the right amount of work booked in to fill the hours comfortably. This methodology can be automated for those booking straight into an electronic diary.
Review vehicle history Traditionally, this is a task best done when the customer drops in their vehicle, after the booking has been made and confirmed. By reviewing a vehicle's history with them, in person at the workshop, you will be more likely to get the go ahead on repair items that might have been flagged in previous invoices. However, given disruptions to the parts supply chain, it may be preferable to do the review when the customer books the car in. This means that pre-approval to go ahead on repairs will give the workshop time to pre-order required parts.
Pre-order parts Suppliers are also suffering from supply chain interruption and stock shortages, so it makes sense for workshops to review the diary at least one or two days in advance so that parts required can be pre-ordered.
Send booking reminders Customers not showing up can put a big dent in your sold hours. As Covid-19 moves through the community, there will be an increased likelihood of this happening The best way to reduce the frequency of no-shows, is to send out 24- or 48-hour booking reminders. It’s much better to know well in advance if a customer can't make it and makes managing the diary a lot easier. Managing the type of work booked in The natural tendency has been to book jobs in on a first come, first served basis. Obviously, any job is better than nothing, but when bookings are starting to fill the diary a day or two in advance, you are in a position to start allocating work to days that will match the technicians and resources you have on hand. For example, a day booked with only diagnostic work and timing belts on late model vehicles will most probably result in junior staff standing around doing very little. In this instance, space could be left in the diary for general servicing and repairs and more advanced jobs can be booked in at the last minute.
Daily toolbox meetings Workshops can be a very busy place in the morning, with customers dropping off vehicles and technicians getting started on jobs. This hive of activity is great, but if everyone is just working away in their own little world it can be less productive than it looks. To ensure nothing is being missed, it is a good idea to bring the team together for a quick five-minute toolbox meeting. This will make the entire team is more aware of what the job priorities are and is an opportunity to warn them of any potential issues.
Be strategic with cancellations If you do need to cancel bookings due to staff shortages in this challenging business environment you could be justified for prioritising jobs based on what is best for your workshop. For example, it could be that you prioritise simple service and repairs jobs to keep the workshop income flowing as opposed to those larger and more complicated breakdown jobs. Hopefully everyone will have learned to adjust to life with Covid-19 and emerging variants by the end of the year but in the meantime, spending an extra ten minutes or so every day planning for the day ahead will help to minimise costly disruptions.
CAPRICORN IGNITION MARCH 2022 1 9
How to treat your staff like rock stars (and why it pays off)
2 0 CAPRICORN IGNITION MARCH 2022
Giving your customers the VIP treatment is the single best way to ensure they become loyal supporters of your business. But how do you ensure your employees are giving every single customer the rockstar treatment they expect? If you’ve been running a successful workshop for a while, you’ll already know the answer to this question. According to customer service expert and New York Times bestselling author Shep Hyken, the answer is simple: when you treat your employees well, they will treat both your customers and their colleagues well, too!
How to treat your employees like rock stars So, how do you treat your employees like rock stars? The first thing to know is you don’t have to break the bank. While grand gestures are nice, some of the best ways to treat your employees are either free or cost next to nothing. Take a look at this range of ideas and see if any would work for your team.
Provide an unforgettable experience If you’re looking for a grand gesture, check out experience websites like Red Balloon or Adrenalin and find something the team will love – like hot laps in a race car or a paintballing day. You could take them to a car show, the speedway, a footy game, or buy a table at Capricorn’s yearly Gala Dinner and treat them to a night out
Pizza parties and free lunches They won’t be an everyday event but Shep recommends the occasional free lunch for staff to recognise someone’s birthday and other milestones. It shows the team you care about the things they care about – and everyone loves a free lunch. Another option is to finish a little early once a month and have team drinks or a BBQ.
Provide a “three-thirty-itis” chocolate bar Go around the team at that midafternoon slump time, around 3.30pm, and offer everyone a small chocolate bar. It’s a little sugar rush pick-me-up, to get them through until closing time.
Give individuals their time to shine Offer praise to team members who have done particularly well in any given week or month. And offer that praise in front of their colleagues, perhaps at your weekly team meeting. Acknowledgement can be enough, or you might like to offer some kind of reward. A great way to foster apprentice loyalty and demonstrate their value to your business is to recognise them for the great work they do. Capricorn Rising Stars is all about recognising effort and rewarding hard work to help workshops retain their future leaders. Unlike other apprentice competitions
that focus purely on the technical proficiency of nominees, Capricorn Rising Stars prioritises rewarding apprentices who demonstrate a passion for all things automotive and have a positive can-do attitude and a strong commitment to forging a long career as a repairer. Check out cap.coop/stars for more information on how to nominate your apprentices.
Empower staff (in ways that make your life easier) When you give employees responsibilities, it shows you trust and value them. This, in turn, is likely to make them happier. Empower them to make decisions. Give them ownership over processes and procedures. It can be as simple as putting up a list of all the training courses available over the next year and asking team members to put their names against the ones they’d like to do.
Instil the passion for your customers in your team It’s only natural that you should feel passionate about your customers’ happiness and satisfaction, but instilling that same passion in your team can take your workshop’s customer service to the next level. Treating your employees like rock stars is a simple way to achieve that. Is it time to take a step back and look at how you can build that passion and commitment to your customers in your workshop? CAPRICORN IGNITION MARCH 2022 2 1
Do your customers trust you? Thirty-one per cent of Australian Members told State of the Nation 2021 they don’t think their customers do. Although the situation was better in New Zealand, it was still almost one in five. Yet trust is considered so important that 39% of Members told us earning the respect of customers was a marker for success in an automotive business. So, how do we earn that trust? Capricorn asked Perth-based customer service expert Chris Smoje for his best advice.
Flipping the negative perception The first point to note is that the public perception of mechanics and workshops might not be as bad we think it is. Each year a company called Edelman does a massive global survey looking at who is trusted and who isn’t. They look 2 2 CAPRICORN IGNITION MARCH 2022
at sectors as diverse as government, entertainment, health care, technology and, yes, automotive. The 2021 report gave the auto industry a 60% trust ranking, which puts us above the energy and financial services industries but behind technology companies and (by one percentage point) telecommunications companies. Chris said there is a stereotype about some industries and the businesses within them and, unfortunately, automotive workshops tend to fall into that category. But the secret to earning trust is to understand that stereotype and use it to your advantage. “The businesses that earn trust back are the ones that look at the negative stereotypes and literally flip them,” he said. “For instance, telecommunications companies have a negative stereotype of overseas call centres, scripted
responses, multiple call handling, long waiting times, finding loopholes to sell you a new contract, the list goes on. Some businesses recognise this and have literally brought their call centres to Australia. “The RAC (WA) campaign, that’s out right now, is all about how local they are— they’re all local, not in the eastern states. “So, the advice here is to look to the negative stereotypes. Even if they aren’t true, that’s at least what some customers think. Then flip their expectation.” (We’ll get to how to do that in a minute.)
What can auto workshops do to build trust with customers? “Broadly speaking, the chasm of trust increases over time—just like it did with taxi drivers until Uber came along,” Chris said. “Businesses that innovate these days are literally looking at pain points like these so they can come in and disrupt them.” In short, work out how you can disrupt the stereotype, surprise your customer, and provide a superior service. Take, for example, the stereotype that mechanics will take advantage of women who don’t know about engines, cars and so on. (Forget about whether it’s true or fair for a second; what’s important is that it’s a stereotype some people believe.) How can you disrupt that stereotype and provide a superior service? Here are three ideas. • • •
Involve your customer as much as possible (e.g., run the diagnostics in front of them) Communicate clearly and be open and honest, including about the bill Become an accredited Female Friendly workshop (do the training, earn the accreditation, promote it, and live by it).
Chris argues that trust is a two-way street. Both parties have to do their part for the relationship to work and for trust to grow. The good news is that trust can be earned. Think about ways you can disrupt the stereotypes, involve your customers more and provide a better service. The trust will follow.
What’s causing the auto industry’s trust problem? So, how did we end up with a trust problem and a negative stereotype? Chris suggested State of the Nation might provide some answers there, too. “I think the very reasons customers are sometimes turned away by mechanics actually arise out of that lack of trust,” Chris said. “One of the effects of damaging trust is that the customer can become a little bit more difficult. They’re second-guessing things, they’re going to re-ask things. “You can’t have a relationship without trust. If as a customer I’m confident that you can do something, I will typically trust you. A customer wants to feel secure when they’re with their mechanic; they want to feel that you’ve got their best interests at heart. “People lose trust because they’re not involved in the process. For example, if a car is taken away and diagnosed without the customer being involved. The customer really needs to play a part. Otherwise, they’ll leave and you’ll lose the business.”
CAPRICORN IGNITION MARCH 2022 2 3
PREFERRED SUPPLIER PROFILES THE KEY GUYS
QUEENSLAND thekeyguys.com.au
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Eagers Automotive Parts is one of the largest supplier of genuine parts in Queensland. Serving the Queensland community for over 100 years, Eagers Automotive Parts supplies genuine OEM parts, PPG Paint, refinish supplies, and tyres for all brands. Their purpose-built parts distribution centre supports both trade and dealer customers, with an inventory in excess of $18M. The Eagers Automotive team pride themselves on delivering convenient and exceptional customer service to all customers. Supported by a range of manufacturers, Eagers Automotive Parts are well placed to be price competitive.
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VIC/TAS automatictransmission.com.au Logicar is a specialist workshop equipment repair business with a focus on an overall customer experience. They cover the service, repair, installation and after sales support for all hoist, tyre and wheel equipment, diagnostic and ADAS needs. Industry experienced consultants and technicians ensure Members receive the best solutions which meet individual needs, at a competitive price. Driven by a customer support philosophy, Logicar supports and stands by customers through the entire process, providing confidence before, during and after the sale. 24 CAPRICORN IGNITION MARCH 2022
Wholesale Automatic Transmissions is the largest 4WD transmission shop in the southern hemisphere. They offer an extensive range of exclusively self-branded automatic transmission products. After being in the business for 27 years, the company can confidently
back their products with excellent technical support and provide Members with an extensive range of products at great prices. In addition, the company manufactures their own products, including automatic transmission oil coolers, lock up control kits and more. Wholesale Automatic Transmissions delivers Australia wide and prides itself in being able to successfully diagnose problems to see Members back on the road fast.
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Berwick Land Rover & Jaguar is part of one of Melbourne’s largest and most successful private automotive dealer group, the Barry Bourke Group. Berwick Land Rover & Jaguar leverage 34 years of wholesale parts sales knowledge and service experience to provide Members with access to competitive prices and experienced parts specialists. Berwick Land Rover & Jaguar pride themselves on being easy to do business with and delivering a personalised service to all Members. They also offer daily deliveries to metropolitan Melbourne and Gippsland, as well as having additional regional and interstate freight options.
MEMBER PROFILES
Diesel Performance Tune celebrates move to Biggera premises “It’s hard to believe what has transpired from that initial passion of mine,” he said. “It just goes to show that with a lot of hard work and by keeping attuned to your passions, anything is possible.” Yet Rick almost fell into his area of specialty, ECU remapping, by accident. He recalled his own problems with chip tuning for his 200 Series Landcruiser.
It has been a big few years for Rick Gray at Diesel Performance Tune on the Gold Coast in Queensland. In August this year, 20 years after the business opened its doors in Mermaid Waters, Diesel Performance Tune has moved to a bigger, more modern and state-of-the-art service centre and showroom 20 minutes up the coast at Biggera Waters. “This has been a vision of mine for some time now and to see it come to life has been very humbling,” Rick said. The new workshop has all new hoists and equipment, including a dedicated dyno room for ECU remapping and custom dyno tuning. Rick said his mission was “to keep customers on the road, when they’re off-road”. “Whether you are towing, touring or four-wheel driving, our professional team have the experience and expertise you can rely on,” he said. Like many Members, Rick has had a lifelong love of mechanics, starting with a keen interest in racing go-karts as a kid.
“I’ve always used chips before and the power and torque had definitely increased but also experienced them sending the car into ‘limp mode’—almost always at the most inconvenient time, like when you’re overtaking someone,” he said. “And my beautiful white Landcruiser would always be covered in black soot on the tailgate.” After the vehicle went into ‘limp mode’ (losing power and slowing to an idle) just outside Toowoomba while towing a caravan home from a holiday, Rick started looking for a definitive solution to the problem (and to the soot). The answer was ECU remapping. It was while looking for someone to do the work that he discovered a gap in the market. “We now offer ECU remapping and, with the guidance of the best tuners in Australia, we can outperform just about any chip on the market in every way possible,” he said. What’s his best ECU remapping tip for Members? “A dyno must be used when doing an ECU remap as this is the only way to test and measure the end result,” he said. “So, no carpark tuning! Invest in quality; it pays off.” Diesel Performance Tune has been a Capricorn Member for 11 years. Rick said he was grateful for the convenience Capricorn meant for his accounting, and for the community of Members. “We really enjoy the social aspect,” he said.
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Email your answers to ignition@capricorn.coop before the 25th of March. Winners will be selected by a lucky hat draw of correct entries. Please ensure you include your Member number and email address when submitting your entry.
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