July/August CARS

C A N A D I A N AU T O R E PA I R & S E R V I C E M AG A Z I N E

Exhausting diesels

Understanding aftertreatment systems

Common counter problems

What every service advisor should avoid Should ours be a ‘mandatory’ trade?

How Covid-19 accelerated change Eye Spy: More brake catastrophes Canada Post Publications Mail Agreement No. 43734062

JULY / AUGUST 2020

Boost Your Shop

CONTENTS Profits

July / August 2020 • Volume 6, No. 4

23 Features SELLING

Watch out for these ‘five deadly sins’

Columns 19

Service advisor trainer Jeremy O’Neal identifies service-counter errors that can cost you time, profits, and customers.

TECH FEATURE

Do diesels exhaust you?

5

15

23

16

Service Notes

We’re looking for high performing shops and jobbers.

It’s Your Turn

Get this complete Shop Management Software

Auto repair should be a mandatory trade everywhere!

• User friendly invoicing

Greenwood’s Garage

• Full accounting module

How Covid-19 has accelerated change in our industry.

Powerful modern diesels with complex exhaust aftertreatment systems are flooding into the aftermarket.

Are you up to date?

• Free updates & support • Customer Retention Module (CRM) • Much, much more!

13

Departments 7

Letters

8

In the News

12

By the Numbers

26

Baywatch

29

Advertiser Index

30

Eye Spy

Call us for a

FREE tryout at

1-800-268-4044

www.vlcom.com

SERVICE NOTES

HERE’S TO YOUR JOBBER

Publisher

| Peter Bulmer (416) 605-5346 peterb@newcom.ca

We want to recognize suppliers who truly contribute to your success.

Editor

| Allan Janssen (416) 578-1586 allan@newcom.ca

By Allan Janssen

Contributing Writers

| David Bry, Bob Greenwood, Allan Haberman

Creative Director

| Dave Escuadro

Video / Audio Engineer

| Paul Willson

Sales | Peter Bulmer, (416) 605-5346 peterb@newcom.ca

Delon Rashid, (416) 459-0063 delon@newcom.ca Production and Circulation

| Delon Rashid, (416) 459-0063 delon@newcom.ca

CARS magazine is published by Turnkey Media Solutions Inc. All rights reserved. Printed in Canada. The contents of this publication may not be reproduced or transmitted in any form, either in part or full, including photocopying and recording, without the written consent of the copyright owner. Nor may any part of this publication be stored in a retrieval system of any nature without prior consent.

Canada Post Canadian Publications Mail Sales Product Agreement No. 43734062 “Return Postage Guaranteed” Send change of address notices, undeliverable copies and subscription orders to: Circulation Dept., CARS magazine, 48 Lumsden Crescent, Whitby, ON, L1R 1G5 CARS magazine (ISSN# 2368-9129) is published six times per year by Turnkey Media Solutions Inc., 48 Lumsden Crescent, Whitby, ON, L1R 1G5 From time to time we make our subscription list available to select companies and organizations whose product or service may interest you. If you do not wish your contact information to be made available, please contact us.

President & Managing Partner

| Delon Rashid

Head of Sales & Managing Partner

| Peter Bulmer

Corporate Office

48 Lumsden Crescent, Whitby, ON, L1R 1G5

ISSN 2368-9129 Online 2368-9137

E

very great business needs great suppliers.

Without the products, services, and training they offer, most enterprises would be hard pressed to keep their customers satisfied.

And nowhere is that more true than in the just-in-time world of auto repair.

Your customers expect you to diagnose their vehicle problems efficiently, get your hands on the right replacement parts quickly, and get the job done before day’s end. Given the complexity of modern vehicles, that’s a tall order indeed. And without good suppliers, it’s unlikely to happen.

Given your suppliers’ potential impact on your success, let me ask you a question: Do you reward a particular store with the bulk of your parts purchases? Or do you deal with three or four different jobbers in equal measure?

Industry watchers tell us that splitting the pie equally doesn’t make as much sense as developing a strong relationship with a particular supplier, one that understands your circumstances, knows you and your staff, and is willing to work hard for the lion’s share of your business.

Those of you who give 80% of your parts purchases to a first-call jobber know exactly what I’m talking about. You’re creating a productive and symbiotic bond that drives success for both of you.

Let me further suggest that if you have that kind of special relationship, you might want to let them know how much you appreciate them. Here’s an idea: Nominate them as the Jobber of the Year.

Each year we recognize a jobber that goes above and beyond the call of duty, that has made significant and positive changes in the last 12 months, and that deserves a shout out for their contributions to the betterment of our industry.

As a trade publication, we share your passion for the industry. We’re always looking for good stories to tell – stories about companies that have implemented new work systems, improved productivity, delivered high levels of customer satisfaction, won surprising victories, and overcome real-world challenges.

These stories will fill our year-end issue, as we name the jobber of the year, as well as an auto repair shop of the year. (And yes, you could nominate yourself for that too if you’ve have also made significant changes in the last 12 months.)

We need your help in finding the business successes that move our industry forward.

We’ve opened nominations for the 2020 Shop of the Year, and the 2020 Jobber of the Year. The form is on our website. If you know a business that is trying something new to build customer loyalty, please take a moment to let us know about it.

We all know that some businesses are running on autopilot. We’re hoping stories about the most progressive companies out there will wake them up and give them a vision of what is truly possible in this wonderful industry.

Nominate your choice at: www.autoserviceworld.com/jobber-of-the-year-2020 and www.autoserviceworld.com/shop-of-the-year-2020 w w w. a u t o s e r v i c e w o r l d . c o m

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LETTERS

What’s on your mind?

We want to hear from you about anything you read in CARS magazine. Send your email to allan@newcom.ca

IS THE TIMING MIGHT FOR AT-HOME AUTO REPAIRS?

CONSUMERS DESERVE TO RECEIVE THE VEHICLE DATA

RE: Daimler backs new at-home maintenance service.

RE: New report finds driver confusion about vehicle data.

During this time of pandemic, the idea of an at-home auto repair service sounds great. It is a scary world out there and sometimes we just feel safer at home. We seem to like everything else brought to us. Why not auto repair?

Vehicle owners have the right to more education about the data their vehicles produce. The better the information they have, the better the decisions they will make about maintenance. They have the right to take their vehicles anywhere they want. I would say that leased vehicles are different because the manufacturer owns the vehicle throughout the lease term. Nonetheless, auto repair shops should have access to the data vehicles produce in order to service them.

Mike Shifflet Shifflet Auto Care, Columbus, Ohio

CONDITIONS ARE NOT GREAT FOR VEHICLE SALES RE: Vehicle sales recovery likely won't come until 2021: DesRosiers.

No matter how many new models and factory incentives the manufacturers throw at the consumer, vehicle sales won’t take off if there’s 15 percent unemployment. That, and the growing number of people who are working from home, and the recent long-term financing trends for auto purchases in 2018 and 2019 (up to 84 months!) leaves me doubtful that we’ll see a return to “normal” auto sales any time soon. Service departments will be the main source of dealership revenue, and the number of franchised dealers, and independent used car dealers will likely be significantly reduced. Hang on, everybody!

Bob Ward The Auto Guys, St. Thomas, Ont.

EVERY ‘ISM’ IS A REMINDER OF OUR TRIBAL TENDENCIES RE: Ageism is getting old Every “ism” is old. They serve only to fuel tribalism.

They do not encourage individual responsibility.

Mike Friesen 815 Mechanical, Clive, Alta.

Bill Morgan

WE SHOULDN’T BE CHARGED EXTRA FOR WORKING SAFELY! Like so many shops during this pandemic, we’re doing invoices over the phone, charging to people’s credit cards.

Our customers are understanding and complying. My complaint is that credit card companies charge extra when the card is not physically present at the terminal. At a time like this, they shouldn’t be charging us extra for working smart and safe. I’m curious to know if any other shops or businesses have concerns about this.

Got a memory you’d like to share?

Send a high-res scan to allan@newcom.ca

Mike De Simone MRD Auto, Concorde, Ont.

WHY AREN’T MORE MILLENNIALS EAGER TO WORK? RE: Ageism is getting old You claim that millennials are hard working, and I would agree that some are. But why is there a shortage of workers for farms when there are so many of that demographic out of work? I hear the same lament from 95% of employers about the entitled generation. Yes, ageism is alive and well but, remember, they’re the ones that coined “OK Boomer” hashtag as a derogatory term.

Mike Mario, owner of Regina Auto Body in Saskatchewan, has lots of old pictures like this –many dating back to the 1930s – in his reception area and halls. Customers love them.

“They are quite the conversation pieces,” he writes. Mike’s father worked there through the 1950s and bought into the business in 1965.

Paul Russo

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NEWS

AIA OPTIMISTIC ABOUT MANDATORY CERTIFICATION IN ONTARIO THOSE WORKING

to bring mandatory certification to collision shops in Ontario say there are promising signs on the horizon, and similar regulations for mechanical shops might not be far behind.

“There has been a lot of activity over the last two years.

Covid-19 hit and put us on the back-burner. But it looks like it is coming back,” said Steve Leal, president and CEO of Fix Network World and a director of the Automotive Industries Association of Canada. “I think it’s one of the top priorities of the Ontario government and we’re hoping that in the fourth quarter we’ll be able to continue progressing the issue, and get it over the finish line.”

Speaking on an AIA webcast, Leal said a lot of work has still to be done and details must be ironed out, but he believes mandatory certification could be a reality for collision shops by 2021.

AIA president J.F. Champagne said it wouldn’t be a

precedent in Ontario, where industries like electrical contracting and real estate already require government certification. He believes there are reasons to certify mechanical shops as well, and other provinces are already considering it.

“We are seeing movement in this direction in the other provinces, and it is only a matter of time, I believe, before we see an open call for certification,” he said.

Although there could be costs to shops, he said it would be nominal compared to the routine business expense associated with keeping up with vehicle technology, and he believes service providers would welcome “a level playing field” where proper equipment and training are simply the cost of entry.

“How will we ensure that mechanical shops are properly equipped, trained, and credentialed to access sensitive data in a secure way? Certification provides a pathway,” he said.

CANADIAN ENTREPRENEUR DEVELOPS NEW UNDERCOATING SYSTEM A SUDBURY, ONT. ENTREPRENEUR

has devised a “business in a box” for auto repair shops looking to expand into undercoating services.

Wade Hein, a former miner who developed a unique approach to undercoating vehicles, says Pass It On Undercoating Inc. is designed as a standalone service, and would complement existing repair businesses that have available facilities nearby or unused capacity in their shops.

Hein has treated thousands of cars in his hometown, and over the past several years has developed the tools, marketing materials, and a business model that he says would work for others.

The key ingredient in the operation is Fluid Film, a 77-year-old unique lanolinbased lubricant and corrosion prevention that can be applied year-round and offers lubrication and protection for exposed metal, chrome, aluminium, and brass.

He says it won’t harm paint finishes 8

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Wade Hein and Sue Demore at the Pass It On Undercoating Inc. head office in Sudbury, Ont..

(Photo courtesy Sudbury Star)

as it protects surfaces from salt, calcium, chloride and other chemicals. It is also non-conductive, so safe for use around sensitive electronics and sensors.

A kit of special wands and tools ensures easy application in about an hour

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without drilling any holes, and a suite of marketing materials will help build repeat and referral business.

“This is undercoating in an ecofriendlier way,” he says. “I think of it as using an old product in a new way.”

SELF-DRIVING VEHICLES MAY NOT ELIMINATE MOST CRASHES SELF-DRIVING VEHICLES

might prevent only around a third of all crashes if automated systems drive too much like people, according to a new study from the Insurance Institute for Highway Safety (IIHS).

IIHS found that eliminating driver error won’t be enough to eliminate most crashes.

“It’s likely that fully self-driving cars will eventually identify hazards better than people, but we found that this alone would not prevent the bulk of crashes,” says Jessica Cicchino, IIHS vice president for research and a coauthor of the study.

The Institute’s analysis suggests that only about a third of driver-error crashes were the result of mistakes that automated vehicles could avoid simply because they are more accurate and aren’t vulnerable to incapacitation. To avoid the other twothirds, they would need to be specifically programmed to prioritize safety over speed and convenience.

Researchers also determined that some crashes are unavoidable, such as those caused by a sudden vehicle failure like a blowout or broken axle.

Crashes due to sensing and perceiving errors alone accounted for 24 percent of the total crashes studied. Incapacitation accounted for 10 percent. Those crashes might be avoided if all vehicles on the road were self-driving — though it would require sensors that worked perfectly and systems that never malfunctioned.

“Our analysis shows that it will be crucial for designers to prioritize safety over rider preferences if autonomous vehicles are to live up to their promise to be safer than human drivers,” said IIHS research scientist Alexandra Mueller, lead author of the study.

“Building self-driving cars that drive as well as people do is a big challenge in itself.

But they’d actually need to be better than that to deliver on the promises we’ve all heard,” she said.

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NEWS

CANADIAN BLACK BOOK EXPECTS AT LEAST 25% DROP IN NEW CAR SALES IN 2020 ANALYSTS at vehicle valuation company Canadian Black Book say they expect

new car retail sales to end the year down 25% from 2019 levels. More than halfway through 2020, sales were 34% lower than at the same time in 2019. The company says disruption of new-car supply will remain a key story for the balance of 2020 and new sales volumes should return to pre-COVID-19 levels within five years.

FIRST BRANDS GROUP ACQUIRES RAYBESTOS AND LUBERFINER BRANDS FIRST BRANDS GROUP, the global automotive parts manufacturer formerly known as Trico Group, has acquired Brake Parts Inc., which manufactures and markets brake products including the full line of Raybestos brake parts.

It has also acquired Champion Laboratories Inc., a full-line filtration manufacturer with LuberFiner as a leading brand.

“We are excited to add Raybestos and Luberfiner comprehensive product lines to our market-leading portfolio of aftermarket brands,” said Guy Andrysick, chief marketing officer at First Brands Group. “Both Raybestos and LuberFiner are important and natural complements to our current vehicle maintenance and vehicle repair product solutions.”

CIVIC, F-SERIES TRUCKS STILL TOP SELLERS IN CANADA HONDA CIVIC AND FORD F-SERIES

trucks are still the number-one sellers in Canada, in their respective categories, DesRosiers Automotive Consultants report.

Analysts at DesRosiers say the two vehicles have consistently come out on top in terms of overall sales volume among passenger cars and light trucks in Canada – and the unusual summer selling season did nothing to change that.

“Both models noted significant sales declines but still outperformed their markets with Civic sales down 49.7% in Q2 and 43.8% in the first half, alongside F-Series sales which were down 37.6% in Q2 and 24.6% in the first half,” a company release notes.

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AAPEX 2020 TO BE VIRTUAL EXPERIENCE

CONTINENTAL INTRODUCES TWO NEW TPMS TOOLS

DESPITE HERCULEAN EFFORTS to hold Automotive Aftermarket Industry Week in Las Vegas this fall, uncertainty surrounding public gatherings has forced the cancelation of the industry’s two biggest trade shows.

Organizing associations have announced that the Specialty Equipment Manufacturers Show (SEMA) and the Automotive Aftermarket Parts Exhibition (AAPEX) will not be held as in-person events.

The Auto Care Association and the Automotive Aftermarket Suppliers Association – co-owners of AAPEX – blamed the cancelation on the Covid19 pandemic and related government restrictions on public gatherings.

“Given the State of Nevada’s recently announced long-term mitigation strategy for the COVID-19 pandemic, which has indefinitely prohibited events with more than 50 participants, and the severe limitations on international and domestic travel imposed in connection with the pandemic, unfortunately, the traditional in-person event cannot proceed,” a press release from the associations states.

Instead, the show will be redrafted as a virtual event in early November.

“While we had hoped to meet in person, we are excited to use technology to bring together the supply chain of essential services to conduct business,” said Auto Care Association president and CEO Bill Hanvey.

The Specialty Equipment Market Association canceled its show – the larger of the two – due to concerns that event facilities and services will be unavailable.

“While both event organizers and industry members have been working tirelessly to deliver an outstanding SEMA Show in November, mounting uncertainty has rendered continuing with the event inadvisable,” the association said.

“SEMA expects the decision will bring much needed clarity to an uncertain picture and will help exhibitors, attendees and partners plan accordingly.”

CONTINENTAL has introduced two new Tire Pressure Monitoring System (TPMS)

tools designed to help shops optimize their investment in TPMS and tire service.

Autodiagnos TPMS D reads and diagnoses 100% of the OE and 20 aftermarket TPMS sensor brands on the market, while Autodiagnos TPMS SE works with 100% of OE sensors and aftermarket sensors from REDI Sensor and EZ-sensor.

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BROUGHT TO YOU BY

BytheNumbers Stats that put the North American automotive aftermarket into perspective.

THE ORIGINAL EQUIPMENT CONNECTION

Top 10

VEHICLE PLATFORMS 1. Volkswagen’s PQ35 (A5) 32,675,765 units (2.6%) 2. Nissan/Renault’s B Platform 24,152,170 units (1.9%) 3. Volkswagen’s NQB 14,420,969 units (1.2%) 4. Volkswagen’s PQ24 (A04) Platform 13,197,432 units (1.1%) 5. Peugeot’s PF1 12,832,679 units (1.0%) 6. Toyota’s IMV 12,677,590 units (1.0%) 7. Nissan/Renault’s C Platform 12,530,211 units (1.0%) 8. Ford’s C1 Platform 11,580,531 units (0.9%) 9. GM’s Delta II 11,472,413 units (0.9%) 10. Toyota’s K Platform 11,274,013 units (0.9%)

Ranked by Global 2019 VIO data

6.1

years

48

McKinsey & Company, Canada Consumer Pulse Survey

1 in 5

per cent The percentage of Canadians who say Covid-19 will not delay them in buying a new vehicle if they need one. kijiji Autos

1,436,000 1,149,000

$123.68

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per cent

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Anticipated number of new light-vehicle sales in Canada in 2020 if the economic downturn remains fairly mild – a drop of 25% from 2019’s total.

Anticipated number of new light-vehicle sales in Canada in 2020 if the economic recession cuts deeper – a 40% drop. Canadian Black Book

US

$513.8 billion Forecast size of the global automotive

The average labour cost for OBD-II related check-engine light repairs in the state of Vermont – the lowest of any U.S. state in an analysis of more than 15 million OBD-II related repairs. It is the fourth consecutive year Vermont had the lowest labour cost. Mississippi had the highest labour cost for OBD-II related CarMD.com Corporation, State Ranking of Car Repair Costs repairs (US $160.45).

12

Carlisle & Company, Selling OE Genuine Parts into the IRF Channel

Rise in carshare bookings in July throughout Canada (year-on-year), suggesting a dramatic rise in car-based travel.

Carsharing company Turo

J.D. Power, Canadian New Vehicle Retail: The June 2020 Landscape

US

The number of times consumers specifically ask for OE replacement parts, according to a survey of independent repair facilities across the U.S.

23

Average age of trade-in vehicles in Canada during June 2020 – a statistic that has been edging up in recent months.

48

%

Percentage of Canadians who strongly agree with the statement, “Given the economy and my personal finances, I have to be very careful how I spend my money.” Approximately one in four strongly agrees that “My income has been negatively impacted by the current pandemic.”

aftermarket by 2027, registering a compounded annual growth rate of 4.0%. Current value: approximately US $418 billion.

Grand View Research, Inc.

Got an opinion?

IT’S YOUR TURN

We’ll happily give you a page to get it off your chest!

Send your rant to allan@newcom.ca

THE CASE FOR MANDATORY CERTIFICATION The auto service trade is constantly evolving.

Certification should be the price of entry.

By Allan Haberman

I

t’s hard to believe that some provinces still do not require automotive service technicians to be certified.

Despite the growing complexity of modern vehicles and the potential for road carnage due to poor maintenance, some provinces, like B.C., Manitoba, and Saskatchewan, have not mandated certification for service technicians.

They have deemed auto repair to be a “voluntary” trade, where a certificate of qualification is available but is not required to work in the trade. Aspiring technicians can complete a series of tests to prove their competence… but they don’t have to.

In other Canadian provinces, including P.E.I., Nova Scotia, New Brunswick,

Ontario, and Alberta, auto service is a compulsory trade, meaning technicians require a certificate of qualification or registration in an apprenticeship program in order to work in the trade.

This is as it should be.

Unfortunately, it is not the case right across Canada. Perhaps some provincial governments are loath to introduce any career roadblocks that would discourage people from entering a trade that already suffers from a shortage of qualified technicians. But with something as important to public safety as vehicle maintenance, is it wise to eliminate trade standards altogether?

Servicing today’s vehicles requires more than a mechanical aptitude and a

passion for cars. There isn’t a system on a modern automobile that doesn’t involve some form of electronics. Even a simple oil and filter service will likely require a maintenance reminder reset procedure.

Some of these resets may even require the use of a scan tool – not an easy tool to master without adequate training.

Diagnosing most problems on today’s vehicles also requires access to an information system with complex wiring diagrams and system operation descriptions. Without this information and the proper equipment, solving even simple problems is next to impossible.

Technicians must have a working knowledge of electrical systems and electronic theory. Without this base of knowledge and above-average reading comprehension skills, diagnosing a system fault can become a guessing game.

Can we all agree that throwing parts at a problem has never been an acceptable repair procedure? This destroys consumer confidence in the repair industry.

In the United States, a voluntary testing and certification system is available through the National Institute for Automotive Service Excellence (ASE). The general consensus is that this system, while not nearly as comprehensive as the Canadian apprenticeship program, offers consumers some assurance of technician skill.

Perhaps the provinces that haven’t designated auto service as a compulsory trade should adopt this system. At the very least, a well-recognized logo would give consumers some confidence in their service providers.

Today’s technicians need to constantly upgrade their skills to keep up with the rapid change in vehicle technology. As vehicles become more electronic than mechanical with each passing year, the people who service them will also have to change.

Certification would be a good start.

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Allan Haberman

An automotive trainer based in Winnipeg, Man.

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GREENWOOD’S GARAGE

JUST THE LATEST CHALLENGE Vehicle technology and evolving consumer habits were slowly impacting the aftermarket when Covid-19 came along and upended everything!

By Bob Greenwood, AMAM

E

veryone is aware that vehicle technology and business trends are moving forward at a constant pace. Things are changing so fast, in fact, that many automotive repair shops have had to devise strategies to help them keep up.

The same can be said for the jobber business, where electrification, alternate fuels, and vehicle automation are causing incredible parts proliferation, forcing stores to rethink their approaches to inventory management and customer service.

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Technological advances will continue to change the dynamics, look, and day-to-day operation of aftermarket businesses. To succeed, repair shops and parts stores alike must have a plan for adapting to the latest developments.

But no one anticipated the kind of rapid and revolutionary changes that a global pandemic would bring. Covid-19 forced overnight changes at the shop and jobber level – prompting a complete realignment of business priorities faster than new technology ever could.

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In the past few months, we’ve seen a complete redesign of the consumer experience at repair and service shops: • Touchless drop-off of vehicles; • In some cases, vehicle pick-up and drop-off at client homes and businesses; • Fewer chances to chat with clients face to face; • The complete sanitization of keys and vehicles before they come into the bay; • A second sanitization before these are returned to the client; • Complete rearrangement of the shop interior to ensure physical distancing; • Extensive use of personal protective equipment by staff; • Thorough and frequent cleaning of public areas, surfaces, and hands; • Potential deterioration in staff morale as employees try to maintain productivity while being distracted by concerns for their own families; and, looming over everything, • The consequences to the shop if even one staff member is infected with Covid 19.

These issues are stressing out shop

No one anticipated the kind of rapid and revolutionary changes that a global pandemic would bring."

owners right across the country. Given the situation, it would be understandable if relations with suppliers are occasionally strained or tempers occasionally flare. Shops have had to start working in ‘emergency mode.’

Managers and owners should bear in mind, however, that jobbers are also facing market uncertainties, and have had to retrain their staff and reassess their protocols in order to meet the needs of their clients.

Among the challenges they’ve faced in recent months: • Shops that insist parts be dropped off outside the shop, in a secure but touchless way; • Confirming that all deliveries are made to the client’s satisfaction with minimal face-to-face contact; • Operating a staff that still has to venture out into the field for sales and detailing visits in a time of social distancing;

• Keeping counter teams safe and informed about Covid 19 transmission; • Maintaining the trust of wholesale clients when low-grade paranoia about health safety infects every personal interaction.

Covid-19 has brought an incredible level of complexity to routine transactions.

As stress levels rise, let’s all take a deep breath, acknowledge what an unusual situation we find ourselves in, and calmly consider the best path forward.

Jobbers might want to ask themselves what they offer their best customers that other jobbers don’t or simply can’t offer. Understanding their clients’ businesses, of course, is key to meeting needs. Do they fully grasp each shop’s circumstances and vision? Can they offer competitive advantages to help client businesses grow profitably?

Meanwhile, shops need to redefine the added value they bring to their clients. What makes them the best service outlet for their customers’ vehicles?

Professional shops and jobber businesses want to do business that offers clear profitability, not just volume sales.

That is true today, and will probably be even more true tomorrow. Our industry is getting too complicated to rely on low-margin sales. This only creates volume, not profit.

Everyone ends up working too hard for very little money.

In repair shops and jobber stores alike, we want to work smarter. Relying on the way things have always been done in the past is a recipe to failure.

Covid-19 has shown all of us how fast business conditions can change. Look at the fantastic response you’ve done of negotiating these difficult times. Now apply the same kind of ambition and innovation to the other challenges in our industry.

Change is not an option. Today’s entrepreneurship and leadership will help you capture tomorrow’s business.

Failure to change is not an alternative.

Bob Greenwood, AMAM

An Accredited Master Automotive Manager (AMAM) who offers personal business coaching and ongoing management training for aftermarket shops, focusing on building net income. He can be reached at 1-800-267-5497 or greenwood@aaec.ca.

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Tune into the newest podcast for Canada’s automotive aftermarket Auto Service World: Conversations is Turnkey Media’s newest offering to our audience. Join us weekly for insightful industry conversations with your peers, suppliers, and customers, to get a well-rounded and entertaining understanding of trends, problems, solutions... and sometimes just the lighter side.

You can subscribe to Auto Service World: Conversations on iTunes and Soundcloud to keep up to date on our podcast releases. If you like us, be sure to like and subscribe! It’s quick and easy for you, and makes a world of difference for us.

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SELLING

Five deadly sins

Some of the most common ways service advisors sabotage their own performance.

at the service counter

By Allan Janssen

T

here are plenty of ways to lose money in a repair shop. Avoiding the pitfalls in the bays, the manager’s office and at the front counter is what defines success in this business.

When it comes to the front counter, the start- and end-point for all of your client interactions, there is definitely some dangerous ground. It takes a skilled and focused service advisor to negotiate the terrain and make the most of every job.

Jeremy O’Neal, president of management consulting firm AdvisorFix, and the owner of Freedom Auto Repair in Hesperia, Calif., has built a reputation training service advisors. As the featured speaker in a recent training session produced by the Midwest Auto Care Association (MWACA), he outlined five deadly sins that service advisors can fall prey to.

He drew on his own experiences at the counter to identify the most common ones, and offered strategies to avoid falling into them.

“Things go south pretty quickly when I drop the ball,” he said. “When I don’t do things the way they should be done – like I take in a car that I never should have taken in, or I tell a customer that we won’t charge anything to take a look – that’s when the problems start.”

1. Not taking care of your personal health

The coronavirus pandemic has thrown a lot of people’s life regimens off kilter – some for better, others for worse.

“Right now, more than ever, you have got to put your personal health ahead of literally almost everything.

Your body is all you have,” he said.

O’Neal said the auto repair industry can be tough, with a lot of long hours and high stress.

“It’s too easy to let business take over our lives, and we get our priorities in the wrong order, he said. “To operate at peak performance during work hours, you really have to really manage your health.”

He encouraged webinar participants

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Jeremy O’Neal spoke about his “Golden Hour of Power’ on our Auto Service World: Conversations podcast. Check it out at www.tinyurl.com/asw-conversations-017 As part of his golden hour of power, he reviews all appointments for the day, checking the service history, ensuring all estimates are ready to go and parts have been ordered. He also reviews the shop’s recent performance and determines whether it is on track to meet weekly and monthly goals.

“It’s discouraging to see how many people fail to write out their goals and get caught up in activity-based work,” he said. “You’re busy, busy, busy but you really haven’t defined what you want to achieve. You have to know what you want to achieve.”

Finally, he takes a few minutes to read motivational, inspirational, or instructional books.

“Even if it’s only for five minutes, this is selfdevelopment stuff that expands your thinking,” he said.

Jeremy O’Neal, AdvisorFix

4. Emotional discounting

With so many people out of work or under-employed, this is especially timely advice, he said.

“This economic downturn is unlike anything we’ve seen before,” he said. “Given the emotional distress that people are under, they are going to attack you for discounts.”

He believes shops should build their estimates fairly and then stick to them.

“It takes a lot of money to draw profit in an independent repair shop. We have some of the lowest net profits of any small business in North America. Your job as a service advisor is to protect the profit,” he said. “So, when customers ask you if that’s your best price, you have to say, ‘Yes, it is. When we build our estimates, we include every discount we can. We shop our competition every single month to ensure our pricing is fair. This is a fair price for the job. Do you want me to take care of it for you?’ You have to stand by your price, not in an egotistical or bullying way. But when you get challenged, you’re going to be able to answer their questions.”

to consider the one thing they really need to give up.

“Now’s the time to do it!” he said

2. Arriving to work late and not having a game plan for the day

“As a service advisor, you control an immense amount of workflow,” he said. “The way you set yourself up in the morning, sets you up for success or failure.”

O’Neal advocated what he calls observing a ‘golden hour of power’ before the doors open in the morning, in which you set goals for the day, get your thoughts straight, and organize your paperwork.

“When the doors open it’s game time. I’m there to serve,” he said. “I don’t care about administration, or reconciling parts bills, or doing anything except serving the customers and helping my business achieve what it needs to achieve.

Everything else goes out the window.”

5. Lack of practice

3. Rushing through estimates

Speed of service is key, but take the time to properly estimate the job.

Ironically, he said, this is less of a danger for beginning advisors who tend to be overly cautious when building estimates.

“Let me warn you, as you gain experience, and your ego starts to grow, you start to think, ‘I’ve seen this before. I’ve got this.’ And you start to rush through your quotes. Be very careful. Don’t take anything for granted,” he said. “You can cost yourself hundreds of dollars if you fail to take important steps into consideration.”

O’Neal said once you give the customer an estimate, that’s what they expect to pay.

“Anything that is added on later is painful and negative,” he said.

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As a service advisor, you control an immense amount of workflow. The way you set yourself up in the morning, sets you up for success or failure."

Like many trainers, O’Neal is a big advocate of practicing the scripts that service advisors are called upon to recite so often – from sales pitches, to technical explanations, to responses to common objections.

This is best done on a daily basis, in front of coworkers who can offer constructive feedback.

“Stop practicing on your customers,” he said. “If you don’t have dedicated role-playing time in your week, I guarantee you you’re regurgitating the same habits over and over and you’re building a rut for yourself. Consumers are changing. Set aside practice time.”

He said customers are changing and they’re more comfortable challenging assumptions and prices than ever before. Practice is needed so your responses come out naturally and clearly.

Just as there are many ways to over-deliver to customers, there are many ways to drop a sale, lose revenue, or destroy profit.

O’Neal believes service advisors play a critical role in the business and they’d be doing themselves a favour if they avoid the most common pitfalls.

We’re looking for the best!

Do you know a business that has innovated within the last year?

Programs that deliver exceptional results | Marketing efforts that set it apart from the crowd New computer systems that increase productivity | Facility upgrades that enhance the image of the industry Business milestones that celebrate longevity and success

TheThe

2020 2020 of of thethe Year Year

The 2020 Jobber of the Year

A parts store that has distinguished itself with personalized service, highly knowledgeable staff, unique programs that help its wholesale customers thrive, and a commitment to offering quality training.

Shop Shop of of thethe Year Year

The 2020 Shop of the Year

An auto repair shop that has captured the imagination of the community with its unique approach to customer service, dedication to excellence, training, and improving the image of our industry.

We can’t wait to hear from you!

Jobber of the Year and Shop of the Year are peer-to-peer awards. We’re looking for nominations from within in the industry. We want to hear from jobbers, shop owners, their employees, family members, and suppliers. And while we love your enthusiasm, please submit only ONE nomination per shop.

It is only the first step in the process. Prospective winners will be interviewed by phone to determine their eligibility for the award.

www.autoserviceworld.com/jobber-of-the-year-2020 www.autoserviceworld.com/shop-of-the-year2020

TECH FEATURE

Do diesels EXHAUST you?

Understanding diesel exhaust aftertreatment systems will help you keep your light-truck customers happy.

By David Bry

D

catalysts on gas-powered cars of the midiesels have long had an image problem. They were known to be smelly, slow, 1970s. (Starting in the 1980s, gasoline and dirty. vehicles employed a three-way catalyst But that picture is very much out of date. Diesels don’t stink like they used that also lowered NOx emissions.) to. Many are extremely powerful. And they’re remarkably clean compared to In the modern diesel exhaust the old days. aftertreatment system, diesel exhaust fluid Cleaning up diesel’s act took some work. The breakthrough came with the (DEF) solution is injected into the exhaust development of diesel exhaust aftertreatment systems. stream in a spray of tiny droplets. The All internal combustion engines produce pollutants such as CO2, CO, HC, and diameter of these droplets range from 100 to oxides of nitrogen (NOx). Diesel exhaust, when untreated, also contains significant amounts of particulate matter (PM). Regulations enacted worldwide required significant reduction in all diesel Diesel Exhaust Fluid pollutant levels beginning in the mid-2000s.

DOC Diesel Oxidizing SCR DPF For the U.S. market, the major emission reductions Catalyst Selective Catalytic Diesel Particulate Treated Diesel Straight Diesel were implemented during the 2007 model year, on all Reduction Filter Exhaust Exhaust diesel engines built after Jan. 1, 2007. Thanks to newly developed diesel exhaust aftertreatment systems, particulate matter was dramatically reduced.

Hydro Carbons Diesel Exhaust Chemical Particulate Now that these systems are common and are making & Carbon Fluid droplets reaction Matter filtered their way from dealerships to auto technicians everywhere, Monoxide both injected reduces oxides out reduced it would be good to review the basics of how these diesel exhaust aftertreatment systems work, how they can fail, 200 µm. (For reference, a human hair ranges and the effects of failures. from about 25 to 181 μm in diameter.)

They are not preventive systems like exhaust gas recirculation (EGR) which reduces From there, the exhaust works its way the formation of pollutants during the combustion process, or crankcase ventilation through the selective catalytic reduction systems which prevent crankcase vapours from reaching the environment. Instead, (SCR) catalyst, which uses the DEF to diesel exhaust aftertreatment systems reduce pollutants after they have been produced. create a chemical reaction to reduce The exhaust enters the diesel oxidizing catalyst (DOC) where HC and CO emission NOx emissions. levels are reduced. This oxidizing process is similar to what occurred in the two-way

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Finally, the diesel particulate filter (DPF) traps PM to prevent it from entering the atmosphere.

Throughout, the system is chock-full of sensors to confirm and regulate proper operation.

Exhaust components

While the DOC is not much different from the two-way catalyst on a 1977 Chevy Impala V8, the SCR is very different in construction and function from a typical catalytic converter. The SCR only reduces NOx and it cannot perform that function without the Diesel Exhaust Fluid (DEF) spray at the inlet side of the SCR.

The DEF solution spray vaporizes and decomposes to form ammonia and carbon dioxide. When the ammonia vapour is introduced to the NOx gas, it converts it to nitrogen and water – a harmless byproduct.

DEF is the reactant necessary for the functionality of the SCR system. It is a carefully blended aqueous urea solution of 32.5% high purity urea and 67.5% deionized water. (The DEF fluid is from the same family as urea fertilizer and bovine urine.

But don’t try to collect your own fluid to save money. It won’t be of the proper purity or concentration. That’s no bull!)

DEF needs to be properly stored in a cool, dry, well-ventilated area, out of direct sunlight. At room temperature, DEF can be stored for two years. Keep it between -12°C and 32°C and it will last at least a year.

Let that temperature rise above 32°C and the DEF shelf-life drops. So don’t buy a two-year supply at Costco and then store it in a greenhouse!

Clogged injector

To keep someone from putting diesel in the DEF tank, the standard nozzle diameter for dispensing DEF has been designed at 19mm versus the standard diesel fuel nozzle diameter of 22mm. In addition, the cap for the DEF tank is blue to further differentiate it from the diesel tank.

However, as you might expect, some people have made the mistake of dropping DEF into the diesel tank. This will result in a stalled engine and a very expensive repair bill.

Problem areas of the DEF system include the DEF reductant pump, the tank heaters (DEF won’t flow if it freezes – and it will freeze at -11°C), and the spray nozzle which can clog up with crystalline DEF. Either issue will cause DTCs and continued driving with DEF issues can put the vehicle into several levels of reduced power; the final level of reduced power will result in a top speed of about 8 km-h.

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So tell your clients to keep that DEF tank full of fresh DEF and they won’t get into a ‘DEF jam.’

The last stop

PM reduction – which most people think of as ‘soot’ – is probably the most visible part of the current diesel emission standards.

Some of the particulates are reduced by precise control of fuel mixture, injection timing, and exhaust temperature. But any PM that makes it past everything else hits the diesel particulate filter (DPF).

That amazing piece of engineering can remove more than 90% of particulate matter carried in the exhaust gases. It uses a filter substrate consisting of thousands of porous cells to trap the bad stuff. And it keeps on being amazing right up until it gets plugged.

To prevent plugging – and the trouble codes and power loss associated with that – the system will automatically go through regeneration to “burn-off” the soot loading in the DPF. The ECM/PCM monitors the amount of soot trapped in the DPF. Too much soot plugs the exhaust, triggers DTCs. If allowed to degrade too much, it will cause the vehicle to go into reduced power ‘limp’ mode.

On a scan tool you can see this soot accumulation expressed as either grams or percentage. When the number gets too high for the good of the system, the ECM/ PCM will raise the temperature of the DPF. It will inject extra fuel into the exhaust stream via an extra injector. Or it will alter the injection timing. In some stationaryengine cases, it will employ electric heating elements. Either way, the elevated temperature will burn away the excess soot.

The automatic regeneration process typically happens with little fanfare.

The driver may be totally unaware it is occurring. But if it doesn’t happen normally (engines that idle a long time or operate at low-power levels won’t be able to successfully perform a regeneration, resulting in high soot accumulation and DTCs), then you need to force regeneration via a manual “service regeneration.”

A scan tool is required for service regeneration. Commanding a service regeneration is accomplished using the output control function. The vehicle will need to be

parked outside the facility and away from flammable materials, vegetation, other vehicles, and buildings, due to the high exhaust gas temperature at the tail pipe (around 315°C).

The service regeneration can be terminated by applying the brake pedal, turning it off using the scan tool, or by simply disconnecting the scan tool from the vehicle.

Diesel exhaust aftertreatment

systems have been a reality for more than a decade. With the information above and vehicle-specific procedures contained in Alldata’s OEM-level service information, you’ll be well on your way to servicing today’s diesel cars and trucks.

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David Bry

An ASE Master automotive technician for 21 years and spent 14 years as an automotive educator before joining Alldata in 2016. This article originally appeared in Alldata News.

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BAYWATCH Vehicle lifts Launch Tech USA has recently reintroduced its hoists to the Canadian market through the leadership team at Canada Auto Solutions (CAS). CAS is the partner of choice for selling, installing, and maintaining Launch products in the Canadian market. Launch says the authorization is testimony to CAS’s competency in designing, operating and expanding its sustainable, technically viable and locally available technical support system. www.canadaautosolutions.com

Ratchet and socket sets Milwaukee Tool now offers three ratchet and socket sets in Packout LowProfile Organizers; fully compatible with the Packout Modular Storage System for easy storage. The sockets feature the versatile Four-Flat-Sides, which are anti-roll and wrench-ready. All sockets are engraved with sizing for lasting readability. The ratchet in all of Milwaukee’s ratchet and socket sets is designed with a slim profile head and 90 teeth delivering 4 degrees of arc swing for better access in tight spaces. www.milwaukeetool.ca

Flexible fuel lines Dorman says it has made replacing corroded fuel lines easier with its Dorman OE FIX lines made of flexible stainless steel, cut to the full length of the original on specific vehicles, and with all the connectors needed for the easiest possible installation.

Upgraded materials include high-strength, corrosion-resistant, braided stainless steel to protect the nylon hose. Reduced box size and SKU consolidation maximizes revenue per square foot of inventory space. www.dormanproducts.com

Galvanized brakes With new galvanized brake pads designed for the best in BMW driving dynamics, NRS Brakes has expanded its line of premium pads to include the 2020 BMW M240i, a sporty and smaller alternative that is part of the luxury brand’s 2-series. This new addition, along 2020 BMW 2-series, will represent approximately 102,000 vehicles in production globally. NRS says its products are widely recognized as the world’s longest lasting brake pads and offer advanced noise-canceling piston cushions and shims with best-in-class friction. www.nrsbrakes.com

Brake parts Hella Pagid Brake Systems has expanded its brake caliper portfolio by 987 vehicle applications, with the total vehicle stock exceeding 19 million. The range of brake pads has also been further extended, with 757 additional vehicle applications for a worldwide stock of more than 8.5 million vehicles. And the brake disc portfolio has been extended by 299 vehicle applications with a stock of over seven million vehicles worldwide, so that the total range of brake discs now exceeds 2,600 items. www.partcat.com/hella

Valve cover kit Dorman Products has developed a complete kit for replacing the valve in the intake manifold of the 1.4L Ecotec engine. The kit offers a complete repair of all damaged components, with a redesigned OE Fix manifold to prevent future intake manifold and valve cover failure. It also includes a PCV tube assembly, because this part frequently breaks during removal. The included intake manifold is redesigned to correct a frequent PCV valve failure in the original equipment design. www.dormanproducts.com

Lift supports StrongArm has introduced an innovative addition to its family of lift supports. New StrongArm ProGlide Tailgate Assist is engineered for safe and convenient tailgate operation. ProGlide is a special damping strut that replaces the need for manual tailgate lowering. The result is the extended life of tailgate cables and hardware. Only one ProGlide Tailgate Assist is needed, and the no-drill installation is fast and easy. www.trico-group.com

Engine adapter plates OTC has released a series of four new specialty products to provide even more compatibility on every engine repair. Now available throughout North America, the released adapter plates include the new 1750-4649 Engine Adapter Plate, the 1750-47022 Engine Adapter Plate, 17504789 Engine Adapter Plate, and the 1750-4940 Engine Adapter Plate.

Engineered and developed using high-end materials and engineering to provide maximum durability, these products allow technicians to safely and securely remove and hold heavy-duty engines using the 1750A Revolver Diesel Engine Stand from OTC. www.OTCTools.com

Parts Catalogues Mitchell 1 recently enhanced its shop management software, Manager SE, with new parts catalogues to help automotive repair shops streamline parts ordering, a critical task that contributes to a shop’s overall efficiency and profits. The new catalogues build on the industry’s largest selection of integrated parts catalogues available in a shop management system. The comprehensive collection of aftermarket parts catalogues in Manager SE includes specialty parts and tires, allowing service writers to quickly check warehouse inventory and order parts with up-to-the-minute pricing directly from the management system. www.mitchell1.com

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BAYWATCH Timing system components During the first half of 2020, timing system components manufacturer Cloyes added product line coverage for more than 23 million vehicles-in-operation (VIO) in North America. The growth in VIO coverage is due to the addition of 76 timing drive system kit and component part numbers to its catalogue. The newly released part numbers include a wide range of kits and stand-alone components, including variable valve timing components, timing chain tensioners, guides, sprockets, and chains as well as timing chain kits, timing chain water pump kits, and variable valve timing chain kits. www.cloyes.com

Acura brakes NRS Brakes now offers the latest in brake pads specifically designed for the 2020 Acura RLX, including the popular hybrid model. Despite the growing popularity of hybrids, many manufacturers have been slow to adapt products for regenerative braking.

NRS Brakes, however, has engineered its new brake pads to account for reduced moisture dissipation and increased corrosion risk typical of hybrid brake pads. NRS galvanized brake pads for the Acura RLX also fit the TLX and represent approximately 329,260 vehicles in operation globally. www.nrsbrakes.com

Driveshafts Dana Incorporated has designed its Spicer driveshafts to be drop-in replacements for Mercedes-Benz/RAM Promaster Sprinter vans that eliminate technician assembly time so repairs can be completed quickly and these important last-mile vehicles can get back on the road. Spicer driveshafts for Mercedes-Benz/RAM Sprinter vans are designed, engineered, and manufactured to meet global aftermarket driveshaft requirements and provide the top performance, reliability, and durability of original equipment (OE) products. www.spicerparts.com

Automatic tire recommendations Hunter Engineering and Dealer Tire LLC have partnered to bring dealerships an easier and faster way to increase tire revenue through Hunter’s autonomous inspection system. A vehicle simply drives through Hunter’s unmanned inspection system. In seconds, the advisor is able to present tire recommendations to the customer, making the process seamless and convenient for everyone.

The new, automated tire recommendation requires Hunter’s latest WinAlign 16.2 software which measures rim diameter. All Hunter Quick Check Drive and Quick Tread Edge inspections systems are fully capable of running this newest software version.

www.hunter.com

Demand and supply know-how Car professionals are rigorous people. They demand the best price possible.

They demand access to the best brands and they demand good service and expert advice. NAPA Auto Parts supplies all that, and a lot more.

NAPA Auto Parts. Ready to deliver. napacanada.com 28

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Steering kit Elgin Industries has introduced an extensive range of original equipmentquality front-end steering system repair kits covering classic muscle cars from General Motors and Ford. Each Elgin front-end steering kit includes the high-quality replacement components needed to help restore safe, precise steering and handling.

Elgin also offers complete front-end rebuild kits and bushing kits covering 1960s and ’70s era muscle cars from Ford, GM and Mopar.

Lighting line Lumileds has launched a new innovative line of Philips MasterDuty headlight bulbs made especially for medium and heavy-duty Class 2-8 truck applications. Specially designed to handle rough terrain and damaged roadways while providing the ultimate protection against mechanical shock, Philips MasterDuty bulbs also deliver a long-lasting runtime of up to 550 hours. The Philips MasterDuty headlight programs features eight SKUs offering coverage for H1, H7, H11, 9003, 9005, 9006, H13 9008, and HIR2 9012 forward lighting applications.

www.elginind.com

www.lumileds.com

ADVERTISER INDEX

Classic car parts In order to boost the visibility of its classic and muscle car products in the U.S. and Canada, Spectra Premium has introduced a category for undercar parts ranging from the 1960s to the 1980s. The new Classic Car Parts category encompasses over 500 existing products spread across four main product lines: classic injection tanks, fuel tanks, sending units, and body panels. The classic injection tanks are fuel tank assemblies that combine the fuel tank following original specifications with their respective pre-installed sending unit. All the components of this classic tank assembly are available separately.

AIA Canada

www.aiacanada.com/asap.html . . . . . . . . . . . . . . .. 22 nicraftTM parts for all non-Ford makes and models. With this newest..addition

ich includes Ford and an expanded Motorcraft® parts offering for Ford vehicles,

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ne-stop-shop for quality parts – with a competitive warranty at a great

you can spend less time looking, and more time getting things done.

CRP or Automotive mation, contact your local Ford Dealer visit ford.ca/wholesale.

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ft is a registered trademark of Ford Motor Company. OmnicraftTM is a trademark of Ford Motor Company. ord Motor Company of Canada, Limited. All rights reserved. ®

Mechaniq www.www.mechaniq.ca/partners.. . . . . . . . . . . . . .. 25 Mitchell1 www.mitchell1.com. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ... 11

x10.75.indd 1

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Mopar www.mopar.com.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ... 14 LIVE:

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BLEED:

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COLOURS: 4C

Yellow

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DATE

CREATIVE: NAPA None www.napacanada.com .. .STUDIO . . . . . . . . . . . . . . . . . . . . 28, 30 ACCOUNT EXEC: Magenta

INITIAL

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Black

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ectronic mechanical are owned (“Y&R Proprietary Fonts”) and/or licensed (“Y&R Licensed Fonts”) by The Young & Rubicam Group of Companies ULC. es, and are to be used only for the execution and the completion of this job order. You are authorized to use the Y&R Proprietary Fonts in the execution prietary Fonts shall be deleted from your systems and destroyed upon completion of this job order. You warrant and represent that you have secured er to execute our job order and will abide by the terms thereof.

Turnkey Media Inc. www.autoserviceworld.com.. . . . . . . . . . . . . . . . . . 18, 21 Uline www.uline.ca.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .. 29

Valvoline www.valvoline.com.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . ... 13 VL Communications www.vlcom.com.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .... 3 Wakefield Canada www.wakefieldcanada.ca.. . . . . . . . . . . . . . . . . . . . . . .... 9 Worldpac www.worldpac.ca/quality.. . . . . . . . . . . . . . . . . . . . . . .. 32 Wurth shop.wurth.ca.. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . ... 10

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THIS PAGE IS SPONSORED BY

EyeSpy Got an EyeSpy to share? Send a high-res picture to allan@newcom.ca and make sure to give us lots of detail!

BRAKES Could this be someone’s way of making brake pads last longer? David Kelsey of D. Kelsey Auto Repair in St. John’s, Nfld., found one brake pad welded onto another on a 2015 Civic. “It is unreal that our province of Newfoundland doesn’t require annual inspections!” he wrote.

While doing a safety inspection on a light truck, technician Ian Hughes at Barrie AutoCare Centre found an example of why amateurs should not be fixing brakes. One of the calipers was being held together with a wing nut! It’s not the first time they found an Eye Spy in the shop.

Dennis Bagnarol, owner of Corunna Auto Clinic in Ontario, took particular note of the wear pattern on the brake pad he removed from a new customer’s car. It had been installed upside-down. “This is a classic example of why only licensed techs should do brake jobs!” he wrote.

Chad M. Amell, a service advisor at Cornwall Honda, had to explain to a customer why his attempt to install front brakes lacked the all-important component of safety. The over-sized pads hung over the rotors, with barely an inch of friction making enough contact to stop the vehicle.

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BENEFIT FROM OUR BENEFITS. To Ford, every part counts. That’s why members of the Ford Professional Service Network enjoy benefits through the purchase of Ford, Motorcraft®, and OmnicraftTM parts.

MEMBERS RECEIVE EXCLUSIVE ACCESS TO: • QUARTERLY REWARDS AND REBATES ON ELIGIBLE PURCHASES* • VITAL NO CHARGE TECHNICAL SERVICE INFORMATION, INCLUDING WORKSHOP MANUALS AND SERVICE BULLETINS • NO CHARGE MEMBERSHIP FOR QUALIFYING REPAIR FACILITIES

FIND YOUR CLOSEST CERTIFIED PARTS WHOLESALING DEALER AT FORD.CA/WHOLESALE

* Eligible purchases are based upon the net price paid for the purchase of Ford, Motorcraft and Omnicraft parts (including accessories) at a Ford or Lincoln Dealer (other than Ford collision parts, tires and core changes) exclusive of any credits/ rebates or other deductions and applicable taxes and/or fees. Additional limitations may apply. Membership and rewards are subject to the IRF Terms and Conditions as may be amended from time to time. OmnicraftTM is a trademark of Ford Motor Company. Motorcraft® is a registered trademark of Ford Motor Company. ©2020 Ford Motor Company of Canada, Limited. All rights reserved.