CARS July/August 2023

A powerhouse lineup of repair solutions from the global leader in diagnostics

Professional Diagnostics

The next generation of scan tools with the most advanced OE level vehicle coverage supporting scanning, live data access and complete bi-directional functions.

ADAS Recalibration

A seamless, full-system solution that guides you from setup through calibration in half the time.

Heavy Duty Diagnostics

Heavy duty solutions to help you get the repair done right and the vehicle back in operation.

Test, Tune and Analyze

Test, analyze and diagnose your vehicle electrical and mechanical systems.

Publisher | Peter Bulmer (585) 653-6768 peter@turnkey.media

Managing Editor | Adam Malik (647) 988-3800 adam@turnkey.media

Contributing Writers | Greg Aguilera, Alan Beech, Joe Flammer, Bob Ward, Trish Serratore

Creative Director | Samantha Jackson

Video / Audio Engineer | Ashley Mikalauskas, Nicholas Paddison

Sales | Peter Bulmer, (585) 653-6768 peter@turnkey.media

Delon Rashid, (416) 459-0063 delon@turnkey.media

Circulation | Delon Rashid, (416) 459-0063 delon@turnkey.media

Production | Tracy Stone tracy@turnkey.media

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LET’S TALK LABOUR RATE

Arecent webinar took a turn on the topic of labour rate.

In the webinar’s Q&A area, one shop owner stated his expenses are too high so he needs every customer he can get. If he raises his rates, he’s afraid he’ll drive many customers away. He specializes in European, electric and hybrid vehicles. His labour rate is under $100.

The responses flew in. Each participant told him to raise his rate. Not only is it too low, they told him, but it should also be a lot higher as he’s running a specialized shop.

The shop owner noted the local dealer charges $40 more, drawing in even more ire from his peers. The main message: You’re better than the dealer. As a specialized provider, you have expertise they don’t, so you should be charging more. One suggested at least doubling his rate. Another said they run a similar shop and their labour rate was more than $200.

The webinar host agreed — raising the rate is the first step to seeing a healthier bottom line.

Aren’t you afraid to lose customers with a higher labour rate, one commenter asked. No, said their peers. Many commented they had raised their labour rate either in the fourth quarter of 2022 or to start this year, between $20-$25. Only one said they got blowback, and that was from a customer who would insist on bringing in their own parts. One can only assume it was a blessing in disguise when that particular customer left for good.

All this is to point out that there needs to be more discussion around this topic.

There are passionate shop owners in this industry who don’t believe in raising their rates. They feel going too high will push consumers out entirely — the repair vs. replace debate becomes simpler if the gap is narrowed by having to pay more to their shop.

Well, 10 years ago, consumers paid about $38,000 light truck cost. That's now $52,000 today. How high would a potential repair need to be for a customer to think they’re better off forking over more than $50,000 — at 7-plus per cent financing — than paying for the repair? Certainly higher than they’d consider just a few years ago.

And if they opt for used — while cheaper, they're still priced higher than normal — consumers are still coming to you for repairs.

We’ve all noticed prices spike all around us. Prices are being raised to meet new increased costs.

President & Managing Partner | Delon Rashid Head of Sales & Managing Partner | Peter Bulmer

Corporate Office 48 Lumsden Crescent, Whitby, ON, L1R 1G5

Shop owners need to react in kind. You’re running a business. A common critique — especially from the late Bob Greenwood — is that too many are running their business like a hobby. You’re here to make money properly and ethically, provide yourself with a good life and ensure your staff are taken care of.

This is a hot topic. I hope to hear more of your thoughts. Have you raised your labour rate? What has the response been? If you haven’t raised your labour rate recently, why?

Adam Malik Managing Editor, CARS

What’s on your mind?

We want to hear from you about anything you read in CARS magazine. Send your email to adam@turnkey.media

and benefits. Charging what your services are worth is a step in SELLING

JAMES HINCHCLIFFE Canadian IndyCar Driver and 6 time race winner

James Hinchcliffe trusts in PRO-SERIES

COUNT

DISAGREEMENT OVER RIGHT TO REPAIR PACT

SHORTLY AFTER A “landmark agreement” was made on right to repair in the U.S., many aftermarket associations slammed the deal for being non-binding, not including commercial vehicles, not allowing for bi-directional communication and more.

Automotive Service Association (ASA), the Society of Collision Repair Specialists (SCRA) and Alliance for Automotive Innovation claimed to have come together on an agreement that includes a promise to guarantee automotive repair choice for consumers across all vehicle technologies while affirming the 2014 national agreement on right to repair.

The Auto Care Association called the “so-called” pact “a thinly veiled attempt to confuse lawmakers and drivers.”

MEMA Aftermarket Suppliers said “the agreement falls short of all the protections necessary to ensure consumer choice now and into the future for all parties, not only signatories of the pact.”

The Tire Industry Association observed that it “falls short in adequately addressing the concerns of consumers and protecting their rights along with those of the independent automotive repair market.”

The Auto Care Alliance noted its opposition and asked why the ASA “has flipped positions after being vehemently opposed to right to repair for over 20 years.”

The ASA was not a signatory of the original 2014 agreement.

The CAR Coalition said the “pact masquerades as pro-consumer but, in reality, does nothing to expand consumer choices and give a vehicle owner access to repair data.”

The criticisms of the pact are many, but all groups point to the lack of teeth in the agreement. Automakers are not required to join and there is no enforcement mechanism to come down on those that choose not to comply.

The general tone was that the new pact undermines attempts to get The REPAIR Act — one of a trio of bills aimed at right to repair in the U.S. — passed by the government.

Some wondered why they weren’t brought to the table to discuss the agreement, while other noted the positive sign that stakeholders could get together. All agreed that this deal doesn’t put consumers in a better place than before.

QUEBEC COULD GET R2R RULES

A NEW RIGHT to repair bill tabled in Quebec would make it the first province and one of a few jurisdictions in North America that protects the consumer’s right to choose

Brake Rotors and Drums

Brake Pads and Shoes

Brake Calipers

Hub Bearings

CV Axles

Chassis Parts

Complete Strut Assembly

Shock Absorbers

Strut mounts

Radiators

Water Pumps

Steering Pumps and Racks and Pinions

Steering Gears

Starters and Alternators

Batteries

Oil Pans

Fuel Pumps

Wiper Blades

Ignition Parts and Coils

Fuel lines

Exhaust Parts, Universal Converter, and Flex Pipes

Misc Automotive Parts

QUALITY WORK BACKED

BY CANADA’S BEST NATION-WIDE WARRANTY

FAST & RELIABLE SERVICE

PREFERRED PRICING

where to have their vehicle repaired.

If passed, Bill 29, An Act to protect consumers from planned obsolescence and to promote the durability, repairability and maintenance of goods, would give Quebec vehicle owners protections by being able to choose the vehicle repair facility of their choice. It would also force manufacturers to repair certain goods at “a reasonable price” to avoid having the consumer discard them entirely.

The bill would also mandate consumers who purchase a vehicle be entitled to an inspection free of charge before the end of the lease.

Justice Minister Simon Jolin-Barrette introduced the bill.

“The bill fills a significant gap that has emerged in the industry in recent years with the arrival on our roads of a new generation of intelligent and electric vehicles,” said a statement from AIA Canada in response to the tabling of the bill.

Frisby became the third-generation leader of the business in 1995.

“It’s always been so important to us that our customers are happy with their experience, and we feel very fortunate to know that will only continue with Kal Tire’s culture of service-oriented values,” said Frisby. “Some of our technicians have worked here their whole lives. We’ve built this legacy together and I know they’re all in the very best hands.”

The 52-member team of Frisby Tire will join Kal Tire as the company operates Frisby Tire stores on Industrial Avenue, Somerset Street West, Queensdale Avenue, Clyde Avenue and Hazeldean Road in Ottawa.

Frisby Tire’s warehouse and wholesale distribution facility at Humber Place in Ottawa and 26 team members will be operated by the Total Tire team.

NEW INDUSTRY TRAINING PROGRAM

TECHNICAL

TIPS FROM INDUSTRY LEADING EXPERTS

“With Bill 29, Québec will be a winner on all fronts: in addition to effectively fighting against planned obsolescence and encouraging the repair of automotive property, it will ensure a plurality of services and freedom of choice for Québec consumers as well as the promotion of healthy competition and competitive prices in the auto repair market,” said AIA Canada president J.F. Champagne.

FRISBY TIRE ACQUIRED BY KAL TIRE

KAL TIRE ANNOUNCED it has acquired Ottawa’s Frisby Tire, one of the oldest independently-owned tire dealers in Canada.

The deal closed on May 27. Kal Tire will operate Frisby Tire’s five retail and commercial stores. Kal Tire’s subsidiary, Total Tire Distributors, will acquire Frisby’s existing wholesale operations. Frisby Tire dates back to 1920. Don

THE AUTOMOTIVE INDUSTRIES ASSOCIATION of Canada has partnered with the Government of Ontario, St. Lawrence College, Conestoga College, Fanshawe College and Plug ‘N Drive to deliver on two challenges facing Ontario’s auto care industry: A shortage of automotive tradespeople and the need for automotive tradespeople to be upskilled to be able to service technologically-advanced modern cars, including electric vehicles.

The partnership falls under the third round of the Ontario Skills Development Fund. It will build on the success of round two while being expanded to include new partners, new training locations and a new curriculum.

The project will centre around two training programs. One will focus on an EV, hybrid, and advanced driver assistance systems (ADAS) training program. The module-based program will provide employers with free training in modern vehicle technologies to offer workers. It is also open to high-level

apprentices, the industry’s future workforce.

The second component will explore the automotive trades training program, open to job seekers without cost, and breaks the stigma by exposing participants to how technology has changed the type of work automotive tradespeople take on. When finished, participants can find an employer sponsor to pursue an apprenticeship.

“Getting working automotive tradespeople the skills that they need and getting more people into the automotive trades is essential,” said Jean-François Champagne, AIA Canada's president, in a statement. “Without, car owners across Ontario, particularly those in small and remote communities, will have less access to, and will pay more for, essential auto care.”

Shad’s R&R rolls over $5.5 million

Shad’s R&R was another success, and you could even call it the biggest ever. The marquee automotive aftermarket charity golf event took place at Woodington Lake Golf Club in Tottenham, Ontario. With 280 golfers in attendance, the day raised $180,000 for Muscular Dystrophy Canada — bringing its 48-year total to more than $5.5 million.

GROUPE TOUCHETTE ACQUIRES FASTCO CANADA

TIRE DISTRIBUTOR GROUPE TOUCHETTE announced it has acquired Fastco Canada, which designs, manufactures and distributes alloy wheels.

In an announcement, Groupe Touchette said the deal will allow it to expand its customer service offering and give Fastco greater access to new markets.

The acquisition, the company said, is in line with its growth plan and it has joined forces with an innovative company at the forefront of technology and driven by values of excellence. The two companies will remain independent.

“Our collaboration opens new avenues for both companies and allows us to expand our product offering as part of our strategic plan,” said Nicolas Touchette, co-owner and chief executive officer of Groupe Touchette. “Groupe Touchette and Fastco Canada have cultivated common values of excellence that motivate our respective employees. While

remaining independent, both companies will continue to operate with common objectives to provide our customers with the best experience in the tire and wheel categories.”

Fastco’s Vaudreuil-Dorion, Quebec, and Airdrie, Alberta, locations will continue as usual. The agreement allows Fastco to maintain its brands and management team.

U.S. AVERAGE VEHICLE AGE AT A NEW HIGH

THE LATEST ANALYSIS from S&P Global Mobility pegs the average age of a U.S. vehicle at 12.5 years. A combination of high new vehicle prices and the lack of new sales has pushed people to keep their older vehicles long, driving up the average age of the nation’s car parc.

The number is a three-month increase from last year, according to S&P and the sixth straight year of an increase. It’s also the highest yearly increase since the 2008-2009 recession when, similarly, a sharp decline in new vehicle sales accelerated average age beyond its traditional rate.

“We expected the confluence of factors impacting the fleet coming out of 2021 would provide further upward pressure on average vehicle age,” said Todd Campau, associate director of aftermarket solutions for S&P Global Mobility. “But the pressure was amplified in the back half of 2022 as interest rates and inflation began to take their toll.”

This, of course, is all good news for the automotive aftermarket. So many older vehicles in operation mean these automobiles will continue to need repair work and service to perform properly.

“The aftermarket sector trajectory typically follows growth in average vehicle age, as consumers invest more to keep their aging vehicles running, barring some exceptions,” the report from S&P said.

The aftermarket sweet spot is also growing.

“Traditionally, the ‘sweet spot’ for aftermarket repair was considered 6-11 years of age, but with average age at 12.5 years, the sweet spot for aftermarket repair is growing,” Campau said. “There are almost 122 million vehicles in operation over 12 years old.”

CAR PRICES SPIKE IN 2022

THE AVERAGE LIGHT TRUCK cost $51,700 in 2022, according to data from DesRosiers Automotive Consultants. That’s a jump of $5,000 — a nearly 10 per cent jump. It’s also the first time that light trucks surpassed the $50,000 transaction price point.

Passenger cars came in at an average transaction price of $41,800. Light trucks accounted for 84 per cent of light vehicle sales in 2022. That brings the average transaction price to an all-time high of $49,900.

“The cost of purchasing a new vehicle increased sharply in 2022 driven primarily by semiconductor-related vehicle shortages,” said Andrew King, managing partner at DesRosiers. “With interest rates also climbing, affordability may create a noticeable headwind in the market, damping down the considerable pent-up demand that still exists.”

Class act

A special section dedicated to showcasing automotive trade schools

CARS will regularly feature automotive schools across Canada. In this issue, we learn more about Northwestern Polytechnic If you’d like your school featured, reach out to adam@turnkey.media.

Name of school:

City:

Head of program:

Northwestern Polytechnic

Grande Prairie and Fairview, Alberta

Chris Laue, dean, School of Skilled Trades; Andrew Pietsch, chair, Transportation Trades

Tell us about your school. What do you offer?

How many students do you have?

Northwestern Polytechnic (NWP) is a hub of activity with campuses in Grande Prairie and Fairview, Alberta. The institution received its polytechnic designation in 2021 and has continued to gain momentum with innovative and responsive programming geared toward market needs.

Along with certificates, diplomas and degrees, NWP features apprenticeships that allow students to earn while they learn. There are currently 14 apprenticeship pathways and four unique trade certificates. For those with missing educational components or interest in additional skill development, NWP offers on-site academic upgrading, preemployment instruction and an array of continuing education options.

For the 2023-2024 academic year, NWP has increased its trades capacity to 1,200 students from 780, including 84 seats for aspiring automotive service technicians.

What unique experiences are available to students?

The Fairview Campus is known for hands-on skilled trades and apprenticeship training. Located roughly an hour from Grande Prairie, Fairview offers a friendly, small-town atmosphere with all the amenities of a larger centre and a supportive campus environment. Whether your passion is two wheels, four wheels, or some of the largest machinery on earth, there is a program fit at NWP.

NWP’s Automotive Service Technician (AST) program features a high instructor-to-student ratio, ensuring a quality education that benefits students and their future employers. AST students get a chance to work with the latest technology, including hybrid vehicles and advanced HVAC systems.

Fairview is also home to one-of-a-kind programming in Canada. Students looking to set themselves apart have access to specialized

NWP’s Harley Davidson Technician Certificate.

Northwestern Polytechnic also partners with Women Building Futures, an organization that prepares women for sustainable careers in the trades by providing support services and training. Women interested in the trades can access courses including Automotive Service Technician Readiness before advancing to full-time training and apprenticeships.

How are you preparing today’s students to be tomorrow’s automotive service professionals?

AST instructors are tuned into evolving automotive service needs. We are committed to collaborating with industry leaders and stakeholders to optimize training and workintegrated learning at every step. Regular contact with working technicians also ensures that real-life feedback is part of curriculum development. NWP students are prepared to meet the demands of the industry and employers.

NWP’s Fairview Campus offers hands-on learning with hybrid, electric vehicle, and autonomous systems to ensure that students keep pace with industry changes and emerging trends.

Why is this an exciting time to be a student in an automotive trade school?

The automotive market is changing to incorporate new technology and more efficient means of transport. Today’s students get the advantage of learning the latest technological advances from the ground up.

It’s never been easier to get equipped for a career that sparks success. Along with being a destination of choice for the mechanically minded, NWP offers an entrepreneurial focus that differentiates our graduates. Today’s students can work in a traditional environment, for themselves, or expand their career to something altogether different.

By The Numbers

Stats that put the North American automotive aftermarket into perspective

New vehicle unit sales were 7.6% higher in the first half of 2023 compared to the same period in 2022. The SAAR sat at 1.64 million at the end of June.

A majority of Canadians said that increased prices will delay their vehicle purchase. Of those, 44% said they’ll delay at least a year; 28% say two years.

Canadian Black Book

Financial pressures will likely push Canadians to keep their car parked entirely or limit road trips this summer.

Tire and Rubber Association of Canada

42% Canadian dealer lots are still below normal capacity in Q1 2023. Ontario is at 67% of normal levels; Manitoba and Saskatchewan are at 30%.

DesRosiers Automotive Consultants

DesRosiers Automotive Consultants

TOGETHER LIKE EMPTY PARKING LOTS AND BURNOUTS.

MARKETING IN AN AGE OF REDUCED PHYSICAL INTERACTION

It's all digital now, so what do you do differently?

The world changed. COVID-19 forced businesses to adapt to a new reality — one where physical interaction is significantly reduced.

Some things are just better together. Replacing the ignition coils when you change your spark plugs will help boost performance and efficiency — so you will always get the most out of your engine.

NGK now carries a full line of ignition coils to cover most applications. Visit ngksparkplugs.ca to learn more.

When customers couldn’t visit stores, business moved online. Effective websites and digital marketing tactics like search engine optimization (SEO), paid online ads, email marketing and social media all became essential to finding and keeping happy customers.

And now? Customers still want convenient, easy online interactions. Younger Millennials and Gen Z in particular — who have grown up with smartphones and fast internet — expect your business to be online and ready for them. If not, they won’t give you a second chance.

But a lot of repair shops don’t have a strong online presence. They might have an outdated website, an incomplete Facebook page, and a Google Business Profile that someone did something with a few years ago.

If that sounds like you, you’re not alone.

So how can a busy shop owner navigate the new landscape? Here are two tactics to get you more leads and help your shop thrive.

Stay relevant with SEO

When you use a search engine for something like “auto repair near me,” you expect to find local repair shops with good reputations. But if the search engine returned a bunch of shops that were closed or had poor reviews or weren’t actually in your neighbourhood, that wouldn’t help you at all. And you’d start looking for a new search engine.

Google, Bing, Yahoo, and even social media platforms, need to show results that keep you coming back. In other words, they need to show relevant results.

Search engines avoid irrelevance by constantly scouring the internet for proof that your business is functional: New Google reviews and review responses, updates to your website, recent photos and interaction on your social media.

The more up-to-date and trustworthy your online presence is, the more search engines will push your business to the top of their results — and the more likely customers will be to click through to contact you.

This process is known as search engine optimization (SEO)

Faster results with paid ads

Many businesses take a shortcut around SEO with paid ads. The results you see at the top of a search page often say “Sponsored.” This means those businesses paid to have their product or service appear at the top.

Effective SEO can take a while. Instead of putting in the time and effort to optimize your digital footprint, you may want to pay for your website, social media profile or a graphic ad of your business to be seen more frequently.

Strategy: Find the right mix

SEO and paid ads work best when they’re mixed into your overall marketing strategy.

For a busy entrepreneur, it’s a lot to manage. Work with professionals. Be careful about cutting corners and going with the cheapest company you can find because you might get what you pay for.

When you hire an agency to manage your marketing, meet with them monthly to review

how everything is working. Your marketing agency will be able to help you better when they’re getting regular feedback and updates from you.

Yes, the world has changed. Embrace the change and connect with your audience by building a strong online presence. You can get more leads, fill your bays, and bring in more revenue than ever. image across all your marketing and don’t overlook the little things that can set your shop apart. When you do, you can create an inviting and positive experience that keeps customers coming back to your shop — and referring their friends — time and time again.

Joe Flammer is a director of marketing for Turnkey Marketing. Based in Kansas City, he serves as outsourced director of marketing for auto repair shops. Learn more at www.turnkeyautomarketing.com.

"For a busy entrepreneur, it’s a lot to manage. Work with professionals.

Be careful about cutting corners and going with the cheapest company you can find because you might get what you pay for."

THE FOUR-DAY WORKWEEK

It’s time for shops to get creative when looking to draw in talent. A shortened workweek is all the rage these days in other industries. Can it work for you? //By

Emily Atkins

The technician shortage in the automotive industry is well documented. Techs are leaving the industry for more lucrative positions that are easier on their bodies and easier on their loved ones.

So the aftermarket is tasked with a fairly large challenge: How does it keep skilled, passionate, hardworking professionals in the industry?

The challenges are laid bare for all to see. Just a few examples: There is (perhaps overwhelmingly) a lot to learn, salary may not be what it should be at some shops, there’s a stigma around those working in the industry that it just can’t seem to shake and the physical demands of doing the job can quickly catch up to you.

These challenges call for creativity. Many are pinning hopes on the fact that the electric and electronic revolution will draw the interest of those who never would have considered themselves a gearhead or a person who would be in the automotive repair industry. But even for these folks, their brains and ability present many options in front of them. And when they see a lack of creativity and flexibility in how a repair shop operates compared to other sectors, they have every reason to look at other opportunities to utilize their skills and capture their interests.

But some in automotive repair are indeed thinking outside the box. They’re looking for ways to inject flexibility and a better worklife balance.

In one creative approach, some are looking at their shop hours, focusing on the four-day workweek. That’s an approach from Kinetic Auto Service that has so far been successful.

Erin Vaughan, the Regina-based owner, came to the idea after conducting a round of ‘stay’ interviews.

“It’s asking your staff the same questions you might ask in an exit interview,” Vaughan explained.

She went to them with about two full pages of questions. Each and every one of them asked to try a four-day workweek.

“They wanted to have more training, which we always need, and they wanted sick days,” Vaughan added.

Vaughan, the 2020 Shop of the Year Award winner from CARS magazine, didn’t waste any time acting on the suggestions.

“Two weeks later we moved to a four-day work week,” she said. “We implemented a new learning program: Shop Pro from Learn Pro, that feeds them training every day. And we gave them sick days.”

Vaughan’s team now works four, 10-hour days from Monday to Thursday. They work 9.5 hours on the floor, with half an hour a day, or two hours a week, spent on training.

They’re off Friday, Saturday and Sunday.

Facing the challenge of retention

Shop consultant Rick White has several clients who are already working in this format.

He says the passion for cars isn’t the same as it was back in his day — and there are also a lot of other jobs people could be doing.

“We come from an industry that works our people to death. We want them to work six hours, six days a week, and it really isn’t sustainable for a long period of time,” said the founder and president of 180Biz. “You know, in the summertime, the shops are really hot. It’s super easy to go work at Target for $18 an hour, and it’s warm in

the winter, cool in the summer and you’re stocking shelves. So if we want good staff, we have to have a better work/life balance.”

Even with the extra day off, automotive technicians still have a physically demanding job. A 10-hour day sounds taxing. But Vaughan said her staff quickly adapted and wouldn’t go back.

That’s not surprising to Alan Beech, who runs Beech Consulting, a coaching firm for auto repair shops. Hard work comes naturally to most techs, he observed.

“The modern technician is very focused on producing hours,” Beech says. “They’ll usually be on some sort of bonus plan for billable hours, so they get very used to it. They want to beat the clock, they’re used to being focused, working hard and they get very strong at it. They get game-fit very quickly.”

There are benefits to the shop as well. White says his client shops have noticed more efficient use of time as a result of the change, “I’ve seen sales go up in shops because they’re getting more work done in four days than they were in five, because of that extra two hours.”

Beech says it’s a matter of shops having only four periods of startup and shut-down in a week, instead of five, with the same total hours.

“If the work is scheduled and it’s there, then you can work through and keep your chain of thought. It costs shops money every time we come on or off a job. So if you can stay on the job it’s much more efficient,” he explained.

Vaughan’s shop is running better too, just a few months in. “Productivity has increased. I think it’s because everyone is so focused,” she observed. “They have three days [off]. They’re not thinking about, ‘Oh, damn, I didn’t get my laundry fixed that week’ or ‘When am I going to do that task?’ Now they have a weekday off, too, so they can go to doctor appointments and errands [during] work hours.”

We come from an industry that works our people to death. We want them to work six hours, six days a week, and it really isn’t sustainable for a long period of time.”

“Productivity has increased. I think it’s because everyone is so focused.”

Trending

The four-day workweek has become a popular topic of discussion in the corporate world. It’s easier to implement a compressed work schedule in companies where people are working out of the office, rather than a shop floor where customer service leads the way.

Still, there have been many benefits found by going from five to four days at work. A U.K. study found that there was reduced stress and illness in the workforce compared with a five-day working week, following a six-month trial period.

The study was carried out by a team of researchers at the University of Cambridge in the U.K., Boston College in the U.S., and the London-based think tank Autonomy, as well as 4 Day Week Global and U.K.’s 4 Day Week Campaign.

In what was the biggest trial of the idea, 61 companies and nearly 3,000 employees took part in the trial run, which ran from June to December 2022.

The study reported that 39 per cent of employees were less stressed after the four-day working week trial. Seven in 10 (71 per cent) had reduced levels of burnout at the end of the trial.

“Likewise, levels of anxiety, fatigue and sleep issues decreased, while mental and physical health both improved,” the study said.

It further called the trial “a resounding success,” noting that 56 of the 61 companies will continue with the four-day week (92%) and 18 confirmed the policy will be a permanent change.

It found that company revenue stayed about the same and staff departures dropped 57 per cent over the trial period.

“For many, the positive effects of a four-day week were worth

more than their weight in money, the report said. “Fifteen per cent of employees said that no amount of money would induce them to accept a five-day schedule over the four-day week to which they were now accustomed.”

Recruitment platform Talent.com reported that a survey it conducted showed that nine in 10 (93 per cent) Canadians are interested in a four-day workweek. More than half (57 per cent) said the concept would be in their top three choices of benefits offered by a company.

That mirrors results of a Robert Half survey that found 91 per cent of Canadian senior managers polled said they would support a four-day workweek for their team. Offering workers the option of a four-day workweek could support employee retention, productivity and well-being, the study found.

Preparing for the shift

A shop that wants to transition to a four-day workweek can’t ignore the importance of using modern tools to operate at peak efficiency.

“It’s easy [to instigate a four-day working week] if you take a shop like mine: One that’s already running digitally,” Vaughan said. “For example, all our communication is by email, we’re already doing online payment, we’re appointment only, we’re doing DVIs [digital vehicle inspections]. So our shop was already set up this way.”

Beech noted that the modern shop is already positioned to make this shift thanks to increased digital technology and customerfocused programs like touchless drop-off and pick-up.

“Today we have valet, pick-up, delivery, online payment, touchless pick-up – so shops are well set up for this sort of change now,” he said.

As for how a shop should prepare its customers for the shift, Beech offered some recommendations.

“You need a system for online payments, a system where the customer can get hold of them outside of hours, so they don’t lose the potential for work and proper signage on the store,” he said.

As for that signage, Beech suggested something that says, “We work a four-day workweek so we can support our families. If you want to get a hold of me, you can reach me on this number.” That makes it easy for clients to get in touch, ensures the shop doesn’t lose out on potential work and helps existing customers feel supported.

One other way to introduce a fourday workweek to customers is during a summer trial run.

“That’s one thing. Start it as a trial for the summer, and just never go back,” White suggested. “What we want to do is, come springtime, you put a sign out that says ‘Dear clients, to let our team enjoy the summer months, come summer, we’re going to go to a four-day work week’”.

Of course, a lot of people are afraid that if they’re not open on Friday they’ll miss out.

“On that sign put an emergency number or an after-hours number. It doesn’t mean you’re going to open the shop and fix the customer’s car out of hours, but it means you have a way to take the call, get the appointment and

get over the fear of missing out,” White said.

“I do recommend that contact number though, to make your clients feel better.”

Potential pitfalls

While Vaughan has yet to see a downside at Kinetic Auto Service, White and Beech caution owners about techs working at other shops on their extra day off.

“Down here, you sometimes get a tech who then wants to start moonlighting,” White said. “So I was very clear with my guys that fixing cars on their off hours or another shop was a conflict of interest and a fireable offence.

“But we also said, if they had someone who wanted them to work on the car, they could bring it to the shop. We gave them a bonus on it and they didn’t have to work nights, they didn’t have to deal with someone coming to their house all the time and they didn’t have to worry about liability.”

Long-term success

All three were enthusiastic about the benefits of a four-day workweek for shops and techs alike. In an industry under fire from so many angles, Vaughan sees this as just another smart progression to take.

“If we want this industry to continue, we have to get a lot better,” she said.

“We have to become professional businesses, that know our numbers, that take care of people, and ensure that we’re creating a long-term industry. If we don’t, our techs are going to all leave and we’ll be screwed. And I like them all. I want them to stay.”

BACK GLASS BEDLINERS WINDSHIELDS

Remove auto glass in minutes with the Inductor® Series: Glass Blaster. This tool allows you to work from outside the vehicle with no need to remove interior trim. Release urethane in hard-to-reach areas where other glass tools can’t go, with no damage to the encapsulate or frit.

This tool is manufactured in the USA with genuine OEM parts.

It costs shops money every time we come on or off a job. So if you can stay on the job it’s much more efficient.

DEBUNKING THE MYTH OF PRICE QUOTING

There's this common belief In the auto repair industry that service advisors should never give price quotes over the phone when customers ask about repair costs.

The idea behind it is to encourage customers to bring their vehicles in for a proper inspection, which makes sense if you want the most accurate assessment.

But there are some downsides to this approach. It can make customers feel like you're hiding something or that you'll hit them with a hard sell once their car is up on the hoist.

That’s not to say you should give a price for every repair right off the bat. In some cases, it's appropriate to encourage customers to come in for a closer look. However, there are also instances where it's perfectly fine and even beneficial to provide a price estimate over the phone.

Here’s an example: You spot a house in your neighbourhood up for sale. You're curious about the price, so you go online to find out. But guess what — you can't see the price without giving away your contact information and risking unwanted calls from agents.

Frustrating, right? Well, imagine being a customer trying to get a price estimate for an auto repair but being told you have to come in first. It's not the most customer-friendly experience.

on the hoist and discover additional problems? Won't the price change?" I get it; it's a valid concern. But as a professional salesperson, you can handle that situation with ease. Explain to the customer: "Mrs. Jones, we quoted you $550-$650 for brakes, but it turns out you also need calipers for a proper repair of your vehicle." It's not a difficult explanation. Customers generally appreciate the honesty.

All of this said, not every price inquiry should be quoted over the phone, especially for complex repairs. However, for many common services, providing a price estimate upfront is entirely reasonable and even helpful. Doing so can increase the likelihood of customers coming to your shop to get the services they need.

One more thing: Don't forget to ask customers if they'd like to book an appointment to have the repairs completed after you've quoted the price over the phone. It's a step that's often overlooked but crucial to converting those phone interactions into actual business transactions.

By challenging the traditional belief of avoiding price quotes over the phone, you can foster transparency and customer satisfaction in the auto repair industry. By understanding different customer personality types, offering range prices, and addressing concerns openly, you can build stronger relationships with your customers.

So go ahead, embrace transparent communication and position

Alan Beech started Beech Consulting in 2010 and focuses on coaching, consulting and training with shop owners/advisors and corporations in the automotive service sector.

INVESTING IN STAFF

A look at the other kinds of tools today’s trade needs

Let’s talk about technician training and see if it’s really all that different from the “good old days.”

To answer this, we need to look at the skills required for our business today.

The first and the most obvious one is that we need the technical know-how to deliver diagnosis and repairs to vehicles. As we all know, the complexity of vehicles is and has been increasing for years. So this is for me a continuation of education.

Now that we are entering a time in automotive technology where we no longer have one component with one function, but multifunctional and split functionality, this makes in a lot of cases our lives easier when it comes to the diagnosis of function loss or component failure.

This is not to suggest that we don’t need ongoing diagnosis and repair training. But this will not be the only thing that our technical teams are going to need in their skills toolbox in the future.

These are the areas that you should focus on when it comes to hiring, developing and training your technical team.

Communication skills

The need for customers to see and understand what is required to fix their vehicle will be the biggest change to our industry in the coming years. Too often, “needs brakes” is the entirety of the note for the customer. Better communication is needed. Technicians play an integral role in customers receiving value for the services that they pay for. Effective communication training is essential.

Personal development

We almost exclusively have personal and people development for management and owners but neglect to think about this for our teams. For example, personal finance, selfmanagement or time management. All critical topics to build a strong and happy team. Dismiss this one at your own peril.

Beyond technical know-how

We focus our technical training on complex and difficult problems. But as important as service and repair work is, all too often technicians are rushing through general service work with little or no care for the customer or pride in the work that they carry out. Being a world-class technician means looking after every car as if your family owned it. This needs to become a priority for shop owners as the satisfied customer who feels cared for is what drives the largest portion of revenue.

So the shop owner’s list of focus If we want our business to thrive, then it’s not just about turning wrenches anymore. As businesses, we employ people and serve people. Therefore, we need to restart how we think of our teams. With every struggle a shop owner has, staff experience the same. So invest in them as you would yourself with a fully rounded program of leadership and development, including technical training.

Greg Aguilera is a director of IAC Canada, an organization dedicated to the management development of repair shops in Canada. He can be reached at greg@intautoconsulting.com.

TAKING ON THE NEW COMPETITION

As independent automotive repair shop operators, we can’t sell ourselves short.

As dealers look to make more money, they’re coming after our prime business: Vehicles in the aftermarket sweet spot; those out of warranty where the owner typically turns to our industry for all of their servicing needs.

With the lack of new car sales, they're looking to attract older ones to keep business churning.

But the consumer has to know that we’re the better choice.

The dealers have more money behind them to market their services. But what we have over them is the ability to provide better service and more transparency in the services we provide to consumers’ vehicles.

Let’s start from the moment they need to reach us. When a customer calls, they're actually able to talk with someone rather than navigate frustrating phone systems.

Our staff gets to build relationships with customers. Dealers have a lot of turnover, making those relationships difficult to maintain for any meaningful period.

Remember, our techs are trained on working on all vehicles not just the ones dealerships sell. So we’re multi-faceted. We’re used to seeing all sorts of issues, diagnose and repair. Our experience is wideranging. Even if they’re willing to take on all makes, their experience doesn’t match up with our techs who are all skilled, licensed people.

Safety is a priority at all shops but is explained better to customers at independent shops because the service advisors are highly trained in vehicle maintenance and repair.

We’re also using our products that are warrantyapproved, so there is no concern when it comes to vehicle warranties. In fact, customers should consider us a third party that is unbiased about recommending warranty repairs. Our technicians understand vehicle warranties and can spot potential warranty issues before the warranty runs out and can advise customers on how to deal with

dealerships in warranty matters. I’ve had to use dealerships for warranty work and have seen their shortfalls first-hand.

And we service vehicles in a timely manner — sometimes while customers wait, eliminating those long waiting periods after dropping the vehicle off for basic maintenance.

And independent shops allow customers to talk to the techs and see their vehicle in the shop so repairs can be explained so customers understand what is being done. None of this is to say that dealerships are bad places to take a vehicle for service but customer convenience is not their strength.

So we need to promote these advantages more. That’s how we get customers to stay with us for a long time.

While dealers may try to take our business, I don’t feel they’re a threat to our service business — as long as we promote the conveniences our shops offer over them. Think of it this way: It’s comparable to vehicles serviced at quick lube shops — in and out quickly. That’s not good.

Let’s band together as a professional group and attract more business to our bays by focusing on convenience.

We need to showcase why we’re a better choice than the dealers for vehicle service

Bob Ward is the owner of The Auto Guys in St. Thomas, Ontario

NEW STANDARDS

FOR NEW TIMES

How the ASE is responding to the growth of electrification

The National Institute for Automotive Service Excellence (ASE) continues to be at the forefront of providing standards, along with comprehensive testing and certification programs. ASE has proactively responded to evolving vehicle technologies and the rapid introduction of electric vehicles with an advanced driver assistance systems (ADAS) test and the rollout of electric vehicle safety certifications for all transportation industry personnel, including advanced levels for technicians.

ASE recently announced the creation of Electric Vehicle Technician/Shop Personnel Electrical Safety Standards. The purpose of the standards is to provide guidance, document and establish electrical safety requirements, standards, procedures and safe work practices relating to the development of an electrically safe working area for service professionals in North America working on or around electrified vehicles (xEVs).

The intent is to minimize exposure to hazards and their associated impacts. The standards were developed in conjunction with vehicle manufacturers, aftermarket personnel and other

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electric industry subject matter experts.

In addition to the EV standards, ASE has developed a new testing and certification program for all xEV vehicles, including light-duty and medium/heavy-duty hybrid and electric vehicles based on the standards. This industry-developed program provides two options to certify shop owners and their employees based on their involvement with EVs, the xEV Electrical Safety Awareness Certification (Level One) and the xEV Technician Electrical Safety Certification (Level Two).

The xEV Electrical Safety Awareness Certification (Level One) certification is designed for anyone who may encounter an EV in the workplace. This includes identifying individuals who perform tasks in the proximity of electric-powered vehicles in sales, service, repair and/or related environments. Level One individuals require high-voltage electrical safety awareness to identify the hazards and reduce the associated risks when working on or near electric vehicles and/or near high-voltage components of electric powered vehicles.

The xEV Technician Electrical Safety Certification (Level Two) certification is for service professionals, technicians or specialists who have received high-voltage electrical training; have demonstrated skills and knowledge related to the construction, operation and repair of electrically powered high-voltage vehicles; maintain an electrically safe working area and use required personal protective equipment (PPE). They have also received safety training to identify the hazards and reduce the associated risk.

ASE also recently introduced a new Advanced Driver Assistance Systems (ADAS) Specialist Certification test (L4). The L4 ADAS Specialist Certification test was created to identify technicians who possess knowledge of the skills required to diagnose, service and calibrate ADAS on late-model automobiles, SUVs and lightduty trucks. In addition to recognizing these proficient service professionals, the test also helps shops optimize repair opportunities on ADAS-equipped vehicles by employing L4 certified technicians.

The L4 test covers content focused on the diagnosis, service and calibration of radar, camera, ultrasonic and other advanced driver assistance systems. Many of the questions relate to a sample vehicle with ADAS technology used by most

manufacturers. This vehicle is described in the composite vehicle type 1 reference booklet provided as an electronic pop-up during the test.

A study guide is available for individuals to help with ASE L4 test preparation. For more information and to register, visit https://ase.com/test-series.

ASE changes

On a personal note, ASE president and CEO Tim Zilke and I will be retiring on Dec. 31, 2023.

During the past 16 years of our tenure, ASE has evolved significantly, defining standards and certification to better serve technicians, transportation service providers and the motoring public. A major accomplishment was the transition from paper and pencil to computer-based testing. This advancement increased the availability of professional testing from six nights per year to year-round, enabling the addition of 11 new ASE certifications. More recently, the ASE Renewal App was introduced in 2020 and last year Pro-Proctor remote testing was launched, offering alternatives to help automotive service professionals remain certified.

Dave Johnson has been named ASE president and CEO-designate. He will assume the title and responsibilities of ASE president and CEO on Jan. 1, 2024. Johnson brings over 30 years of automotive industry experience to ASE. He previously served as global director, service engineering operations at Ford Motor Company where he led all vehicle repair support activities. He is a proven executive with strong leadership and team-building skills. Throughout Johnson's career, he has delivered with innovation and a passion for the service experience and, most importantly, respect for the technicians that care for the customer.

Donna Wagner is the new vice president of industry and media relations for ASE. She will be responsible for both new and existing company relationships along with representing ASE to consumer, corporate, government and technician audiences. Wagner brings an extensive 30-plus year aftermarket background, including 12 years with the Car Care Council. Her most recent position was assistant vice president of the ASE Education Foundation where she oversaw the field manager network and

represented the organization in school, corporate and government relations.

Working at ASE and serving the automotive industry has been an absolute joy and privilege. Over the years, I have formed countless valuable connections, and saying goodbye to the amazing individuals I interact with every day will be bittersweet. The automotive industry is unparalleled, and I am grateful for the opportunity to contribute my skills and expertise to such a remarkable field.

Just add techs.

Trish Serratore is senior vice president of communications at ASE.

PERFORMANCE VALVE SPRINGS

Elgin Industries has launched a broad new line of Elgin Pro-Stock performance valve springs engineered specifically for General Motors LS based engines. The new valve springs are designed for use with the brand’s performance camshafts, including the Sloppy Stage 2 hydraulic roller lift cam. The new Pro-Stock valve springs include an array of advanced features designed to ensure durability and valvetrain performance, including: Micro-engineered surface finish, multilayer fatigue enhancement, proprietary heat-treat process and beehive and conical spring geometries.

www.elginind.com

AUTOMATIC A/C RECHARGING MACHINES

The Rotary R3AC Series A/C recharging machines are a vehicle diagnostic tool, designed to automatically service the refrigerant in vehicle air conditioning systems. These machines provide North American automotive service professionals with a quick, efficient and cost-effective way to recover, recycle and recharge R134a and R1234yf refrigerant gases. Three

models are now available: Single-gas R3AC50-A (R134a refrigerant compatible); single-gas R3AC60-YF (R1234yf refrigerant compatible); and dual-gas R3AC80-AYF (both R134a and R1234yf compatible) that automatically purges between gas changes.

www.rotarylift.com

BOSCH RELEASES

Bosch added three braking parts, 16 fuel and water pumps, two ignition coils, 30 sensors and one fuel injector in the first quarter of 2023. Bosch’s braking parts and assemblies include the new Bosch Hydro-Boost Braking Assembly, the QuietCast Disc Brake Pads and Bosch

Blue Disc Brake Pads. Included in 16 new fuel pump parts is the Bosch Auxiliary Water Pump, equipped with a sealed pump chamber, an independent heating system and an EV and hybrid compatible cabin heat control system to complement the increasing use of ADAS and Body Electronics.

www.boschautoparts.com

WINDOW ASSEMBLIES

ZF Aftermarket announced 56 different new part numbers for Lemförder window regulators, motors and related assemblies for various 1999-2018

Quartz Ineo Xtra, Engineered for European vehicles

Quartz Ineo Xtra engine oil with Eco-Science technology.

It ensures outstanding wear protection, strong durability and exceptional fuel economy performance whilst maintaining efficiency of emission systems in latest diesel and petrol engines of European vehicles requiring SAE 0W-20 viscosity grade.

Every Car Drives with Schaeffler

It’s good if all our replacement parts fulfill your requirements. It’s even better if the accompanying service exceeds your expectations. INA, LuK, and Schaeffler strive to make your job as easy as possible with repair solutions that include everything you need for professional and efficient maintenance.

Audi, BMW, Mercedes-Benz, Volkswagen and Volvo models. The full line of Lemförder window regulators includes more than 1,800 SKUs covering 95 percent of the aftermarket. ZF Aftermarket plans to release 300 more in North America in 2023. www.zf.com

DRILLING AND DRIVING TOOLS

Milwaukee Tool has introduced a new M18 Fuel Drill and Impact Driver with One-Key. The M18 Fuel half-inch Hammer Drill with One-Key and M18 Fuel quarter-inch Hex Impact Driver with One-Key provides fast driving speeds, enhanced safety and advanced customization technology. Both tools can be synced wirelessly with their mobile device or desktop via the One-Key app. Users can upload data and history to create custom reports, identify where and when the tool was last seen, and track the utilization and service intervals of the tool.

www.milwaukeetool.ca

SOUND DEADENING

Dynamat has expanded its lineup with new DynaCore and Dynamat Xtreme products for absorbing vibration, noise and heat in automotive applications. DynaCore is a new thermoacoustic self-adhesive sheet to dissipate sound waves and absorb heat. Available in half-inch and

CAR-TOONS

FOR SALE

1-inch thicknesses, it has a thermal resistance up to 350 degrees Fahrenheit and complies with common flammability standards. Xtreme has a special aluminum layer for vibration-dampening and sound-deadening performance. It’s available with 1-inch cutting grid lines for precise fitment and 18-inch square sheets.

www.dynamat.com

CHASSIS, CONTROL ARM, WHEEL END

Mevotech announced it added 173 new part numbers with new chassis, control arm and wheel end solutions. This latest release includes first-to-market TTX and Supreme parts for applications up to model year 2023. These give professional technicians more options for late-model domestic and import passenger vehicles, pickup trucks, SUVs and EVs. Another 11 new part numbers have been added Mevotech’s Supreme Hubs.

www.mevotech.com

Total = 3200 sq ft.

Originally 30'x40' with a 40'x50' addition built on turning it into a 5 bay shop. | 5 bay steel building with office| lunch room |reception area | staff and guest washroom.

Large parking area with road frontage.

HIGH-PERFORMANCE ATFS

CRP Automotive is now offering two new, highperformance Pentosin Automatic Transmission Fluids (ATFs). Pentosin ATF 134 FE Plus is a first-to-market solution for Mercedes Benz models from 2017 to current that feature a 9-G Tronic transmission. It’s a lowviscosity fluid that was specially developed to further optimize fuel economy and gearbox efficiency on the latest generation of Mercedes Benz 9-speed transmissions. Pentosin ATF 64 fluid is a long-life, fully-synthetic fluid that is specially formulated to provide excellent antishudder performance, improving the overall driving experience.

www.crpautomotive.com

BAYWATCH

Find Balance & Fulfillment

Ignite

Drive our transformational program for automotive leaders

NEW LOCATION

• Delegate and empower your team

Mark your calendars for the 48th Annual Shad’s R&R Golf Tournament on Thursday, June 22nd. All proceeds to Muscular Dystrophy Canada.

Woodington Lake Golf Club Tottenham, Ontario (40 Mins from TO Pearson Airport) START TIME 10:00am SHARP!!

• Set and attain meaningful goals

• Connect with a supportive community

If you would like to become a sponsor or make a donation to SHAD’s R&R For the Kids, please contact one of our board members directly.

• Achieve work-life harmony

• Prioritize self-care

Shad’s Board of Directors

Chairman Brad Shaddick brad.shaddick@driv.com

• Kristine Brown KBrown@wakefieldcanada.ca

To find out more about Ignite Your Drive, scan the QR code, call us at 647-449-6311 or visit www.intautoconsulting.com/ignite

• Luc Champagne luc.champagne@rousseaucommunication.ca

• Andrew Connor aconnor@dormanproducts.com

• Mike Fazackerley mike.fazackerley@matthewscott.com

• Charlie Grant cgrant@gbsales.com

• Steve Gushie steve.gushie@carquest.com

• Patricia Lazzarotto patricia.lazzarotto@trico-group.com

• Malcolm Sissmore Malcolm.Sissmore@delphi.com

• Scott Stone Scott@promaxauto.com

• Cameron Young cameron.young@ca.bosch.co

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