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GOING A STEP BEYOND
There are many places to start with the highlights of Maidens Family Auto Care, the winner of the 2024 Shop of the Year Award, sponsored by Milwaukee Tool. Maybe we can kick it off from when they took over from Almer Automotive and shoes they had to fill. Ones so big that customers cried when the Almer team retired and Craig and Heather Maidens moved in. The transition was seamless, not just because of their technical expertise, but because of their commitment to the community. Craig and Heather understood that a business is more than just a service provider; it’s a pillar of the community.
Or we can start with the customer who had been through so much tragedy recently in her life and she couldn’t afford the multi-thousand-dollar job to fix her car — so the Maidens gifted her the repair. This act of kindness is a testament to the values that drive the shop. They believe in supporting those who are struggling, understanding that a little help can go a long way.
There’s also the 4.9-star rating on Google, where the team responds to just about every single review and comment left — even the bad ones. They thank each reviewer and invite them to follow up directly if there’s any dissatisfaction. This level of engagement shows that they value feedback and are committed to continuous improvement.
The shop takes care of its staff by being closed on weekends and giving them half the day off on Fridays so they can spend time with their families. And staff are compensated fully for when Craig and Heather decide to close up early. This approach not only boosts morale but also ensures that employees are well-rested and motivated, which translates into better service for customers thanks to a strong culture in the bays.
But maybe the most impressive highlight is the community work the Maidens do. They’re involved with so many organizations in the Barrie community, from supporting children to the armed forces. These causes are near and dear to the Maidens. Craig relied on community programs growing up. His sister leaned on Candlelighters Simcoe, a support group for parents with children with cancer, when her own child had cancer.
“As a family, we've had to lean on all those community organizations,” Craig said. “So it's just time to give back. We have the ability.”
And you never know when you’ll need to rely on those services, Heather noted.
There’s a theme here when you listen to the Maidens talk — they’re all about taking care of the people around them, whether they’re friends, colleagues or complete strangers. These priorities can get lost in the shuffle as profits can be seen as more important than people. However, as Maidens reminds us, success is not just measured by financial gain, but by the positive impact we have on those around us.
President & Managing Partner | Delon Rashid Head of Sales & Managing Partner | Peter Bulmer
Corporate Office
48 Lumsden Crescent, Whitby, ON, L1R 1G5
For as much as the Shop of the Year Award is about business excellence, it’s about how a shop serves its community. For that, Maidens is a shining example.
Adam Malik Managing Editor, CARS
We want to hear from you about anything you read in CARS magazine. Send your email to adam@turnkey.media
HOW FAR BEHIND THE INDUSTRY IS WITH LABOUR RATE
I agree 110 per cent with Brad Taylor. I have been turning wrenches for 35 years and started my journeyman wage of $24.00/hr in 1994. The door rate was $75.00/hr. Here, heading into 2025, my rate is $30.00/hr and the door rate is $150.00/hr. A $5.00 raise in 30 years. The door rate doubled, my pay did not.
Scott Rhynold, automotive service technician
THE BENEFITS OF ASSOCIATION MEMBERSHIP
I am writing this because I am starting to see business owners shying away from being a member of a professional association. Personally, I belong to several associations because of the networking and education I receive. Yes, I must actively seek participation but the rewards are many. I have been a long-time member of AARO and have made many very valuable friendships with knowledgeable members. It is these interactions with my network that have helped me through several challenges. In these "new" times with so much information available on the internet, there is no replacement for experience that other business owners have and are willing to share. I strongly feel that without personal networking we will become lost. We need human interaction for assistance. Relationships are still a very important part of our lives. Rely on other business owners’ strengths for help. The only way to do this is to belong to associations with like-minded members. Like anything else in today's world, you need to work your network to get results. Simply being a member of an association to get perks is not enough. By expanding your support library and utilizing it will bring rewards.
Bob Ward, The Auto Guys
WHAT’S YOUR BRAND REPUTATION WORTH? NOT AS MUCH AS YOU THINK
When a new owner takes over in an existing business, he and his staff may not relate well with the current client base. I’ve seen it even when service writers change and the client doesn’t get the exact feeling they got before. The value in a sale is less because of that but in some situations, it may be better. The phone number, email address and websites along with social media imprint already out there and maybe what will be transferable and produce a new owner some instant clients. The location may be a real good one and if the current operator secured a good long affordable lease or owns the
building in a good traffic area then they can get monitory value for that forward thinking . A new owner needs to look at all the things that can produce cash flow and the sooner the better. Taking over someone’s 30-50-year business does have a value if the old owner has made the name a household name or landmark.
Rick McMullin, Ricky Ratchets
U.S. AVERAGE AGE CONTINUES ITS RISE
Smart educated consumers hold on to their vehicles longer because there are much more important expenses in life than a car. I’m surprised that Americans are holding onto their cars longer than Canadians.
Rob Nurse, Bob Nurse Motors
HOW CONSUMERS SEE DEALERS COMPARED TO INDEPENDENTS
People just want honest competent people fixing their cars. The longer one stays in this industry the more competent they should become. We as an industry for both dealership and aftermarket sectors have to do our best not to put the sale above the customers' best interest. But it happens all the time, regardless of it happening on purpose or by incompetence. You can not sell $2,500 worth of suspension work with new tires on a vehicle with the frame out of it. But what happens if the tech missed the frame being out of it before the repair? He didn’t do it on purpose. It can easily be done, even if your shop has routine DVIs in place.
Rob Nurse, Bob Nurse Motors
REPAIR DEMAND RISES AS OUTLETS FALL
Unfortunately, the old saying, ‘If you want to play you are going to have to pay’ applies in this scenario. Equipment costs and tech costs have increased which gets passed on to the consumer. Shops that chose not to keep up with technology are falling off as they lose customers. “I am not equipped to do the work” drives customers away to find a shop that can look after their vehicles. Vehicles are very complicated now basically eliminating the DIY sector. DIY people are finding out that “Google Garage” is not a reliable source of information anymore. Only the strong will survive in the auto service business.
Bob Ward, The Auto Guys
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NEWS
RIGHT TO REPAIR MOVEMENT GETS BOOST
TWO FEDERAL BILLS key to the automotive right to repair movement are set to become law in Canada, but the Automotive Industries Association of Canada continued its call for standalone automotive legislation.
“AIA Canada is celebrating the passage of Bills C-244 and C-294, which are poised to become law imminently after being adopted by Parliament yesterday,” the group said in an announcement.
The two bills are not specific to automotive right to repair but do make amendments to the Copyright Act. Bill C-244 would allow end-users and third-party repairers to maintain, repair and diagnose products by bypassing digital protection measures but avoid breaking copyright laws. This, according to law firm Torys, would “bolster sustainable consumerism and facilitate accessibility in seeking aftermarket repair.”
This bill was introduced in October 2023. It was initially introduced as Bill C-272 in 2021 but was scrapped that same year due to a fall federal election despite passing first and second reading.
Bill C-294 focuses on allowing different technologies to work together without breaking copyright laws.
“Both bills amend the Copyright Act and represent a historic step forward in the right to repair movement,” AIA Canada’s statement said.
“These two bills are a step in the right direction and are viewed as a necessary precursor to any right to repair legislation, however standalone legislation will still be needed to help reinforce a manufacturer’s requirement to allow access to diagnostic and repair information, which would address systemic issues around data ownership and ensure consumer choice,” AIA Canada further noted.
INFLATION DRIVES UP AUTO MAINTENANCE COSTS IN CANADA
CANADIAN VEHICLE OWNERS are facing rising costs for maintenance and repairs as inflation continues to impact the automotive aftermarket.
The J.D. Power 2024 Canada Customer Service Index—Long-Term (CSI-LT) Study found that the average cost of a dealership visit has climbed to $465, up from $432 a year ago, a 7.6 per cent jump. Similarly, visits to independent shops have increased, but at a lower rate to $273 from $262, up 4.2 per cent.
The study observed that macro-economic conditions and higher interest rates are not only driving up costs but also prompting owners to keep their aging vehicles longer. According to the study, 40 per cent of visits to dealerships and 24 per cent of visits to aftermarket shops were for repairs, compared to 31 per cent and 21 per cent, respectively, in 2021.
This trend, J.D. Power noted, indicates that more owners are choosing to invest in repairs rather than purchasing new vehicles.
Dealerships continue to dominate the auto service and repair market, holding nearly
half (48 per cent) of the market share. Independent shops and quick lube locations capture 27 per cent and 11 per cent, respectively.
These market shares have remained almost unchanged from 2023, the report noted.
Average annual visits also remain steady, with 1.6 visits per year in the dealership segment and 1.3 in the aftermarket segment, up from 1.2 in 2023.
CONSUMERS HAVE SIGNIFICANT MAINTENANCE KNOWLEDGE GAP
MANY DRIVERS ARE on the road with little knowledge about essential car maintenance, according to a recent survey. Uswitch, a comparison website for personal services like car insurance, released a survey that highlighted a trend of neglect that could lead to costly repairs and safety hazards.
A majority (67 per cent) of drivers said they’re unaware of how to check their car’s battery health, with about one in five (22 per cent) checking their battery before a long drive.
The survey also revealed that almost two in five (37 per cent) drivers don’t know how to check if their exterior lights are functioning and 61 per cent fail to do so before a long trip.
More than a third (37 per cent) of drivers admitted they are clueless about checking tire tread depth, a critical factor for road grip and safety.
A quarter (25 per cent) of drivers also confessed they don’t know how to check their car’s oil level.
QUALITY WORK BACKED BY CANADA’S BEST NATION-WIDE WARRANTY
FAST & RELIABLE SERVICE
PREFERRED PRICING
TECHNICAL TIPS FROM INDUSTRY LEADING EXPERTS
CONSUMERS LACK UNDERSTANDING OF DATA ISSUES
A RECENT PAPER has found that Canadians have little knowledge of data access and control in their vehicles.
Fewer than a third (29 per cent) of drivers say they clearly understand who has access to the data their vehicle produces, while most (63 per cent) want to know who controls that data, according to the study, Data dynamics: Exploring vehicle owners’ data awareness, ownership and sharing, published by AIA Canada.
The study highlighted the growing awareness of the amount of data consumers leave behind as everyday actions — such as shopping, watching videos online and driving habits — produce data valuable to stakeholders for various purposes.
In addition to wanting more clarity on who has access to their vehicle’s data, more than half (51 per cent) of respondents said they want a better understanding of how much data is produced. Meanwhile, 39 per cent said they wouldn’t know where to find their vehicle’s data.
Three-quarters of respondents believe the vehicle owner should own the data. Only 10 per cent said the vehicle manufacturer is entitled to it, and just four per cent said the company that developed the technology collecting the data should have ownership.
More than three-quarters (78 per cent) of respondents believe vehicle manufacturers have a responsibility to do more to educate owners about vehicle data ownership.
The report is free for AIA Canada members or $199 for non-members.
INDUSTRY FACES SOFTENING MARKET
CANADA’S AUTOMOTIVE AFTERMARKET is seeing a slight decline in 2024 with one group warning of long-term challenges ahead, especially as fewer new vehicles require gasoline as their sole source of power.
A forecast from DesRosiers Automotive Consultants highlighted a potential future shift in demand for aftermarket services as fewer vehicles enter the critical years for parts replacement and maintenance, underscoring the need for the industry to adapt as Canada’s vehicle landscape changes.
DesRosiers’ data show that gasoline consumption was on the upswing as the country recovered from the COVID-19 pandemic. But numbers dropped in the first half of 2024.
“Indicators point towards some minor softness in the automotive aftermarket in Canada this year,” said Andrew King, managing partner at DesRosiers, “though Canadians are continuing to rely heavily on their vehicles and continuing to invest in their upkeep and operation.”
The consultancy attributed the dip in gasoline consumption partly to the changing structure of Canada’s light vehicle fleet, specifically the rising adoption of zero-emission vehicles (ZEVs). Currently, ZEVs make up 2.6 per cent of the total light vehicle fleet in Canada, while it noted that the second quarter of 2024 recorded a rise in ZEVs’ share of new registrations, reaching 12.9 per cent.
This shift toward ZEVs is reshaping fuel demand, suggesting that the recent decline in gasoline use could be an early indicator of broader changes to come.
Looking ahead, King cautioned that lower vehicle sales from 2019 to 2023 could bring challenges for certain aftermarket sectors later in the decade.
“The small volumes of vehicles sold in 2019-23 will start to work their way into their prime aftermarket years in the coming years,” he noted.
‘DIGITAL NATIVES’ TRANSFORMING AFTERMARKET
DIGITAL NATIVES, THOSE WHO have grown up with personal computers, cell phones
and the internet, are set to significantly influence the future of the automotive aftermarket, according to a recent report.
In Lang Marketing’s Digital Natives Are Rewiring the Aftermarket’s Future, it noted that this demographic shift underscores a transformation in how automotive parts and services are researched, purchased and utilized.
In contrast to digital immigrants — those who adopted digital technology later in life — digital natives are inherently inclined to use the internet and various digital devices for making buying decisions. This generational divide is reshaping the aftermarket industry, with digital natives preferring online interactions over traditional face-to-face engagements.
By 2030, Lang estimated, digital natives will account for about 50 per cent of light vehicle aftermarket product volume.
“Digital natives and digital immigrants differ in three significant ways that affect their aftermarket behaviour: Use of the internet as the primary source of aftermarket information, preference for online transactions as opposed to face-to-face purchases and the growth of platform buying,” it said in the report.
AFTERMARKET WANTS FOCUS ON RIGHT TO REPAIR FOLLOWING AMERICAN
ELECTION
TWO LEADING U.S.-BASED automotive aftermarket groups are pushing the incoming Trump administration to keep its focus on right to repair.
MEMA, The Vehicle Suppliers Association, which represents both original equipment and aftermarket companies, issued a statement congratulating President-Elect Donald Trump and Vice President-Elect J.D. Vance.
At AAPEX 2024, its Aftermarket Suppliers division, led by Paul McCarthy, told attendees of a breakfast meeting that right to repair can’t be lost in the shuffle of a new administration.
“There are few issues that affect as many Americans,” he said.
Ann Wilson, MEMA’s executive vice president of government affairs, said the election results point to the concerns people have about their finances. As new vehicle prices remain elevated and even used vehicle prices stay high, being able to fix what they own is a priority for
Honouring the Past
The Aftermarket Guild, the refreshed version of the Automotive Fellowship Society, got the band back together and added more. The group opened its membership to all genders, welcomed in several new members and opened up a Hall of Fame wing to honour Canadian industry trailblazers. Eleven members were part of the inaugural induction. See the full list and recap by scanning the QR code.
Brakes’ quiet operation and reliable performance have made them the OE choice of many European carmakers. Maybe we should make a little more noise about that.
consumers.
“So I think there are things that we can learn from the election that we can use in this debate that are going to resonate with members of Congress and other policymakers,” she said.
The Auto Care Association said it looks forward to collaborating with the incoming Trump administration, pointing to “policies that promote innovation, ensure consumer choice and strengthen the skilled automotive workforce.”
The association noted that it is standing firm in its position to ensure vehicle owners and independent repair shops have access to information needed to repair and maintain vehicles.
“With widespread support among American voters across the country, the association looks forward to engaging with the new administration to support bipartisan legislative and regulatory initiatives that protect the right to repair and maintain a competitive, transparent marketplace,” it said.
YOUNG GENERATIONS DRAWN TOWARDS OLD CARS
YOUNGER GENERATIONS ARE leading the way in collector car enthusiasm, a recent survey has found.
The survey from Hagerty, titled Future of Driving 2024, found that Gen Z is fueling a growing interest in classic cars, trucks and motorcycles. It found that 60 per cent of Gen Z respondents expressed a desire to own a classic car, a significant jump compared to 31 per cent of Baby Boomers.
This enthusiasm among the younger generation signals a promising future for the collector car market, the company said.
“The next generation of car enthusiasts is here, creating a vibrant market for us to help enthusiasts protect, buy, sell and enjoy their special vehicles,” said McKeel Hagerty, CEO and chairman of Hagerty. “The data is clear that Gen Z isn’t just playing car video games, watching YouTube or creating social media content; they’re also finding ways to participate in the collector car community.”
More than three-quarters (77 per cent) of Gen Z respondents stated that they either loved or liked driving, suggesting that the joy of driving is very much alive among the younger generation.
They have a strong desire for classic vehicles. Gen Z and Millennials are nearly neck and neck when it comes to owning or wanting to own a classic vehicle, with 32 per cent and 30 per cent, respectively, reporting current or previous ownership.
OFF-LEASE MARKET HURTING USED SALES
THE CANADIAN USED VEHICLE market is facing a significant supply shortage of younger off-lease vehicles, expecting to negatively impact the used sales market.
This trend is expected to persist through 2027, according to DesRosiers Automotive Consultants. Off-lease vehicles are a key source of product for the used car market. They are influenced by three main factors: Historical new vehicle sales, the percentage of those sales made through leases and the rate at which consumers buy out their leased vehicles at the end of the term.
In the years leading up to the pandemic, new light vehicle sales peaked in 2017 and remained strong until 2019, with lease penetration rates exceeding 35 per cent. This led to a robust flow of off-lease vehicles into the market, peaking in 2022,
according to DesRosiers.
However, the onset of the COVID-19 pandemic, followed by semiconductor shortages, caused new light vehicle sales to plummet, with lease penetration rates dropping to just above 20 per cent.
The long-term impact of these disruptions is now being felt, the consultancy reported. The number of offlease vehicles entering the used market is shrinking and will continue to decline for the next several years. Adding to the supply crunch, more consumers are choosing to buy out their leased vehicles rather than returning them, which further reduces the availability of younger used vehicles in the marketplace.
IN MEMORIAM: RICHARD “DICK” FISHER, 1943-2024
FORMER JOBBER OF THE YEAR WINNER and the a respected leader throughout Kingston, Ontario’s automotive aftermarket, Richard “Dick” Fisher died on November 2, 2024.
He started his automotive career as a journeyman/salesman with Bourk’s Ignition back in 1963. Fisher’s territory was expansive and took him all over eastern Ontario. Ten years later, He became a partner in the
company. The Fisher family acquired the two Bourk’s Ignition locations in Kingston in 2000. Since then, it’s been known as Fisher Auto Parts and Equipment.
In 2004, Fisher won the Jobber News Jobber of the Year award in 2004.
He is survived by his wife of 60 years, Donna, as well as his children Christine, Shannon and Shawn.
As per his wishes, there was no funeral service. In lieu of flowers, donations to The Kingston General Hospital are appreciated.
Although he did not want a service or celebration of life, that didn’t stop his friends from raising a glass in his memory.
CARS will regularly feature automotive schools across Canada. In this issue, we learn more about Niagara College If you’d like your school featured, reach out to adam@turnkey.media.
A special section dedicated to showcasing automotive trade schools
Name of school:
City:
Head of program:
Tell us about your school. What do you offer? How many students do you have?
Niagara College, with specialized campuses in Welland and Niagara-on-the-Lake, has a full-time enrollment of more than 10,000 students from over 95 countries, who study in 130 diploma, certificate and bachelor degree programs. Niagara College is also involved in educational projects and partnerships around the world and is consistently ranked among Canada’s top 10 colleges for research funding.
The School of Trades at Niagara College offers a range of automotive programs, including: Automotive Service Technician Apprenticeship (Certificate of Apprenticeship); Motive Power Technician – Automotive Co-op (Two-year Diploma); and Motive Power Techniques – Automotive (Oneyear Certificate). Each year, NC’s automotive program hosts approximately 400 students enrolled over four terms and in co-op.
What unique experiences are available to students?
Students in NC’s Motive Power programs learn to diagnose and repair the sophisticated systems found in today’s motor vehicles and turn their abilities into profitable careers. As a leader in green automotive technology, students learn from expert faculty on the newest in automotive technology in
Niagara College
Welland, Ontario
Wayne Toth, professor and program coordinator
our one-of-a-kind electric vehicle lab. Students develop the skills and confidence to work on hybrid, electric and hydrogen vehicles, including high-voltage battery rebuilding. A testament to NC’s spirit of innovation, current students are working on a unique project to convert a 1979 Chevy pick-up with gasoline engine into a working electric vehicle.
NC’s comprehensive automotive programs cover advanced driver-assistance (ADAS) systems including pre-collision, selfparking, lane departure and camera set-up and students conduct transmission dyno testing and engine rebuilding and more.
How are you preparing today’s students to be tomorrow’s automotive service professionals?
Our industry-responsive academic programming prepares Motive Power program graduates for in-demand careers to grow Canada’ green economy. NC continues to be at the forefront of hybrid, electric vehicle and hydrogen training for our students. Students benefit from mentorship and support from highly experienced professors and small class sizes. A paid co-op placement gives students experience in and career preparation for, the automotive sector. Students looking to secure Apprenticeship positions are equipped with an understand of the new systems and service opportunities. Motive Power program students complete their AST310S Level 1/2/3 in-school credits and, following graduation, can seek Red Seal Certification on completion of the Skills Competency Booklet on the job.
Why is this an exciting time to be a student in an automotive trade school?
Automotive technology is advancing at such a fast pace. When it comes to hybrid and electric vehicles, there are huge opportunities in the auto industry, as general repair shops are realizing the service repairs that they are missing out on and as senior technicians retire. Leveraging our expertise and state-ofthe-art facilities, Niagara College students are graduating with the confidence and expertise to put them in high demand.
Students graduate with the skills to operate their own automotive shop or work as an automotive service technician or parts manager at an automotive body shop or commercial dealership.
Stats that put the North American automotive aftermarket into perspective
1,380,879 86.4%
Ford led the way in recalls in the second quarter of 2024. For the first half of the year, 14 million vehicles in total have been recalled.
Light trucks are dominating new vehicle sales in Canada, leaving just 13.6 per cent of the market to passenger cars.
DesRosiers Automotive Consultants
2.6% 851
The overall service satisfaction score with dealerships increased by five points among U.S. consumers on a 1,000-point scale.
J.D. Power
1
Only one partial automation system received an “acceptable” rating, two were deemed “marginal,” and the majority, 11 systems, were classified as “poor.”
Insurance Institute for Highway Safety
1.3
There was a slight uptick in visits to aftermarket shops in the last year, from 1.2. Dealership visits remained steady at 1.6 visits per year.
J.D. Power
The number of ZEVs as part of the total light vehicle fleet in Canada grew after Q2 2024 recorded a 12.9% growth in ZEVs’ share of new registrations.
DesRosiers Automotive Consultants
60%
The majority of Generation Z showed an interest in owning a classic car. That’s almost double the number of Baby Boomers (31%).
Hagerty
49%
Most Canadian drivers find it easy to understand dashboard warning lights, while 21 per cent admitted they found them confusing.
Diono
BizzyCar
DELIVERING VALUE
Focusing on price isn’t a viable strategy. So how do you add value to your automotive service shop without sacrificing the customer experience?
// By Zakari Krieger
In today’s economy, affordability and retaining customers is a top priority for many shop owners and managers. However, focusing solely on price as a strategy for retention is a short-sighted approach for automotive service shops. While low prices on an estimate versus another shop may retain customers initially, they often lead to compressed margins, the wrong clientele and a diminished ability to reinvest in the business.
Instead, shops should prioritize delivering value through transparent communication, refined inspections and a superior customer experience.
Value is about more than cost — it’s about quality, expertise and trust. A professional inspection process is critical to identifying and communicating which repairs are urgent and which can be deferred. This not only ensures safety but also helps customers understand the reasoning behind every recommendation.
During the estimate process, clear communication is key. Customers need to feel involved and confident that their money is being spent wisely, fostering trust and satisfaction.
Understanding a customer’s financial comfort zone is also crucial. Every customer has a threshold for what they’re willing to spend on repairs. Shops must balance this with the need to prioritize safety and quality.
Honest, jargon-free communication about repair priorities and their value helps customers make informed decisions. This personalized approach builds trust and encourages repeat business without overwhelming clients.
"Shops that rely on low prices to retain customers risk attracting clientele who prioritize cost over quality. These customers often lack loyalty and are less likely to support long-term profitability."
Deferred work is an essential tool for managing customer relationships. By identifying non-critical repairs and staying in touch about them, shops can ease the financial burden on customers while ensuring a steady pipeline of future work. This strategy benefits both parties: Customers feel less pressured to make immediate decisions, and shops maintain consistent engagement, positioning themselves as trusted advisors rather than pushy service providers.
Shops that build trust with their customers and understand their customers’ motivations to prioritize the lifelong value of the customer.
While it’s important for shops to generate an average repair order that supports the financial viability of the business, transparency and communication with clients are the key. It is the shop’s responsibility to ensure the vehicle is safe upon return to the client. Thus, there is a fine balance and an art for the owner or service advisor to navigate these interconnected dynamics within the estimation, and checkout process.
Shops that rely on low prices to retain customers risk attracting clientele who prioritize cost over quality. These customers often lack loyalty and are less likely to support long-term profitability. Additionally, price compression reduces margins, limiting the shop’s ability to invest in training, equipment and facilities — all of which are necessary to stay competitive.
Instead, shops should focus on delivering exceptional customer experiences. Clients are willing to pay a premium for clear communication, professional service and consistent quality. Competing on value rather than price creates a loyal customer base that contributes to sustainable growth.
A great customer experience goes beyond the repair itself. It starts with transparency — being upfront about costs and timelines — and extends to regular communication during the repair process. Shops should also focus on creating a welcoming environment and following up with clients after their visit to reinforce trust and satisfaction.
Focusing on value and customer satisfaction ensures long-term success. Stronger margins allow shops to reinvest in tools, training, and facilities, further enhancing the customer experience. This creates a positive cycle of growth, loyalty, and profitability. Ultimately, the key is to make every dollar spent by the customer count. By delivering safety, trust and satisfaction, shops can build lasting relationships and secure their place in a competitive industry.
Zakari Krieger is the Fix Network, Canadian vice president of Prime CarCare, responsible for the Canadian retail business, encompassing the Speedy Auto Service and Novus Auto Glass business lines
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‘HELPING PEOPLE OUT IS THE BIG THING FOR US’
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Maidens Family Auto Care in Barrie, Ontario, is the 2024 winner of the Shop of the Year Award // By Adam Malik
In today’s world, where local businesses can be the heart of a community, those that embrace their neighbourhood make a lasting impact. Family-run shops with deep roots and a genuine commitment to people set a standard that goes beyond transactions — they create places where customers feel valued and supported.
This sense of purpose defines Maidens Family Auto Care in Barrie, Ontario, owned by Craig and Heather Maidens. More than a trusted destination for auto repairs, their shop is a testament to the strength of family values, customer dedication and community involvement. Through outreach, sponsorships and a warm, personal approach, Craig and Heather have built a business that’s as much about connecting with people as it is about keeping cars on the road.
And that’s why they’re the deserving winner of the 2024 Shop of the Year Award, sponsored by Milwaukee Tool.
The Maidens have built a thriving business by fostering deep connections with their community and treating every customer like family. Indeed, making sure anyone who walks through their doors or lives in their community is getting as much help as they can is the priority.
“Helping people out is the big thing for us,” Craig said.
The Maidens’ approach to running their business is rooted in their personal experiences and a deep-seated desire to make a difference in their community. “We’ve lived on both sides of it,” Craig explained. “We’ve lived with no money and not being able to afford stuff. So I know exactly what it’s like to have to go and ask somebody for something.”
This empathy and understanding have shaped their business philosophy, which is centred on helping people in need, even if it means the business takes a financial hit. “If we know people are having a hard time, we help them out. If I can give them a discount or charge them cost, then that’s what I do,” Craig said.
One recent example: A woman had been through family tragedy but needed a couple thousand dollars worth of work on her vehicle. The customer couldn’t afford all the repairs and was naturally upset about the cards she had been dealt.
“When she came in to pay, she didn’t have the money, so she was quite upset about it. So we gave it to her,” Craig said. “I could never do that before. So for me, opening our own business, that was my goal — to be able to do that stuff. We you couldn't do it [before]. I had worked for other people who would never let you just give, literally, $2,500 worth of work away.”
Opening the doors
Craig got his start in the industry as a transmission apprentice. He quickly realized he didn’t like that side of the industry. He got offered a job with what as then an a engine rebuilder, made the jump and never looked back.
But Craig didn’t always envision himself as a business owner. For more than 20
years, he managed garages for others. But it was his wife Heather who encouraged him to take the leap and open his own shop. Rather than taking orders from others, she turned to him one day and said, “Well, it’s time for you to open up your own business,” Craig recalled.
Four and a half years ago, the Maidens family purchased Almar Automotive and transformed it into Maidens Family Auto Care. Almar itself had a strong reputation in the community so Craig knew he had big shoes to fill.
“There's a lot of trust in place that their customers put into us. My customers knew who I was, so they knew exactly how I dealt, but there were a lot of [new] customers that didn't know how we dealt. They had to learn to trust us. And they trust us now,” he said. “Our attitude was very much the same as the previous owners. So it was smooth that way.”
Much of the clientele Maidens took over were older. Craig recalled one lady crying when she found out Almer had sold to the Maidens family.
“That's the relationship that they had and we wanted to have that same style of relationship,” Craig said. “I don't want to make people cry, but it's the trust that you want them to have.”
This commitment to community and customer care is evident in the shop’s impressive Google reviews, which boast a 4.9-star rating with more than 360 reviews.
“I think that tells me that a lot of our customers know us and appreciate us on a personal level,” Craig explained. “It’s not at a business level for them, and we try not to. I try not to treat anybody at a business level, but more of a personal level.”
This commitment to building lasting relationships is evident in the way the Maidens treat their customers, especially the younger generation. When a customer’s kid gets their first car, Crag gives them
a business card with his cellphone number so they can always get hold of someone if they ever got in a problem.
“If there was ever an issue with their cars, they know they can call,” Heather said. “And we tell them we'll call them back very shortly, if not answer the call right away.”
Community
The Maidens approach extends beyond the walls of their shop. They are deeply involved in their local community, with Craig serving on the boards of various organizations, including the Army Cadet support committee and the local Legion. He was involved with scouting for 25 years. The family also volunteers with Candlelighters Simcoe, a support group for parents with children with cancer. They also lend support to Canadian Forces Base Borden, a half hour west of Barrie.
“At any point in your life, you could be in that situation” of needing help, Heather said as to why the family supports so many local groups.
“When we were kids, we lived at the food bank. When my sister's kid got cancer, she lived through Candlelighters As a family, we've had to lean on all those community organizations,” Craig said. “So it's just time to give back. We have the ability.”
Family
The family-oriented nature of the business extends to the Maidens’ own family members. Three out of the five family members work at the shop, plus their daughter, who helps with social media on the side of her regular career.
Three members still live in the same house. Despite the closeknit nature of the business, the Maidens make a conscious effort to separate their work and personal lives.
From left, Craig Maidens, Paxton Watkins, Mark Montague, Kendall Schofield, Ben Theissler, Gavin Black, Dave McConkey, Chris Gillis, Heather Maidens, Eric Maidens
“I think that tells me that a lot of our customers know us and appreciate us on a personal level.”
“We all drive our cars separately. We drive in separately and leave separately. And really, that time is to forget about work and go back to family. We don’t talk about business at home, and if we do it’s got to be something pretty key that’s going on. But we definitely don’t talk about business at home.”
Ensuring work-life balance has been crucial for the Maidens and the business. Craig and Heather don’t want to overwork their staff and ensure they have time to spend with their families. Especially living near popular weekend destinations, the Maidens want their staff to be able to get home rather than sit in traffic.
“We take Saturdays off. We don’t work Saturdays. We don’t work Friday afternoons. It’s about giving back time to my staff in the community,” Craig said.
And his staff are compensated for the time. It’s the shop’s decision to close so it’s important to Craig and Heather that the staff are paid for that time.
Keeping busy
The shop was established just as the COVID-19 pandemic hit, but the Maidens were able to navigate the challenges thanks to their designation as an essential service.
Despite the uncertainty, Maidens has been thriving since the beginning. “We’ve been busy from the get-go,” Craig said.
Part of the Maidens’ success can be attributed to their commitment to staying up to date with industry changes and providing their staff with comprehensive training. “The industry is changing very, very fast, day to day,” Craig said. “So you really have to stay up on top of everything.”
To ensure their technicians are equipped to handle the evolving automotive landscape, the Maidens prioritize hands-on training and industry-specific courses. “My staff does training almost monthly,” Craig explained.
However, they are not fans of online training and seek out opportunities to get hands-on, in-person training. They find lunch and learn sessions and take in training from manufacturers.
Craig is open to change and learning new ways of doing things.
“Just because we always do it that way doesn't mean we always need to do it that way. That's been a saying of mine forever. I stand by that,” he said. “I mean, just because we've always run our business that way doesn't mean we always need to do it. And anything and we do in life can run on that.”
The future
The Maidens’ openness to change and new technology is also a
key factor in their success. As the industry shifts towards electric and hybrid vehicles, the shop is preparing for the future.
“We were saying no to a lot of EV and hybrid repairs because we just couldn’t do them,” Craig said. “And then if you look out on the parking lot here, I’m sure out of 100 cars, you probably see 10 that are electric or hybrid. So it’s going to be a huge part of our business. There’s no running away from it.”
To meet this growing demand, Maidens is investing in the necessary equipment and training for their technicians. “We’re slowly buying equipment and getting training, getting my guys trained up on it,” Craig said.
That also means adding to the number of professionals who can work on such vehicles. For Craig, that means going into the high schools and developing a strong co-op program to introduce young people to the automotive industry and helping them find their career path.
“When I was 17-18, years old, I didn’t have a clue what I want to do. I changed my career three times in my last in grade 12, going into college,” he said. “So the co-op program is a huge program, and I think that that’s one that everybody should participate in because it does get us people in the trade I was industry.”
Advice
As is tradition, every Shop of the Year winner is asked to give their key piece of advice to fellow shop owners and industry professionals.
For Craig, it’s simple. "Be fair, be honest,” he said.
For Heather, it was to always be transparent and explain everything you can to the customer “in terms they understand.”
While Craig doesn’t like the term “dumb it down,” he agreed with Heather and noted that what happens under the hood of a car can be difficult to explain to people. So try to do it in simple ways.
“Don't hide anything, explain stuff, don't leave people in a lurch,” he said. “People want to know what's going on. They’re coming into your shop and they don't have a clue what you're doing. All they've heard is bad stories about everybody else. You don't want to be one of those bad stories. Keep people informed.”
You’re not protecting trade secrets, Heather noted. “Refer it to something relatable to them,” she advised.
Craig will often draw pictures for customers to help them understand what’s wrong with the vehicle and to show how one part works with another and why the fix is needed.
“We take pictures of everything. So when my guys do an inspection report, there are photos of absolutely everything,” he added. “And I get excited when I can show the customers and the people the photos of what’s going on, what's wrong with their car.”
At the end of the day, you’re giving the customer information so they understand what needs to be done and why.
“They don’t feel like you're trying to hide something from them,” Heather explained. “They want to know that, A, their car is safe to drive. Or, B, why does this need to be fixed?”
They might question why coolant was put in the car when they came in for a new alternator. “Well, it's because in order to get to it, we had to remove the lower rad hose, which caused your coolant to leak out,” she said as an example of properly explaining the job.
“If they don't understand, then they feel like they're being taken advantage of or they have mistrust,” Heather said. “And if they understand what's going on, then there's less mistrust and they trust you to make sure that their car is running.”
On the Road
AAPEX & SEMA Show
November 5-8, 2024
Las Vegas, Nevada
It was an action-packed week in Las Vegas for Automotive Aftermarket Industry week, highlighted by AAPEX and SEMA. AAPEX featured an opening keynote with industry leaders while both events saw busy floor traffic with attendees roaming various halls to experience setups from thousands of vendors. SEMA capped the week off with SEMA Fest, a festival open to the public featuring musical performances. AIA Canada once again hosted Canada Night, but with a new location — outdoors on he Palazzo Pool Deck.
OK, you’re profitable and your shop is running without you, like a well-oiled machine — congratulations, that in itself is a huge feat! Now, it’s time to make a big decision: Buy an existing business or get a building and start fresh. Both options have pros and cons, it just depends on your time and finances.
Buying has some great pros: You will have staff, customers, a building and equipment all wrapped up in one purchase. While this all sounds like a dream come true, there is the possibility that the staff don’t want to do things your way, the customers are not your ideal clients, the building is not in the best location and the equipment is outdated. These are all things that you will need to take into consideration when going through the due diligence stage of the purchase.
In addition to these operational pieces of the puzzle, you need to evaluate the business’s financial viability. The business should be profitable enough to pay all the bills (including payroll), pay your business loan and allow you to save for upgrading equipment in the future.
As well, the business will need to produce enough profit to hire a replacement for the owner, if they work in the business as a tech or service advisor. Hiring an accountant to go over the business’ finances with you will ensure that you have all the information necessary to make an educated decision about your potential purchase.
Starting fresh also has some pros: You have more control over where the shop will be located, you can outfit the shop with equipment that is specific to your needs and you can hire fresh new
staff, who are excited to start a new chapter with you. As well, you could open a shop with lower out-of-pocket costs, considering that you could lease a building, lease equipment and basically run like a start-up, buying what you need as you go.
The major downside to starting fresh is the likelihood that this process will take more time and money than you budgeted for. Locating a building that works for you, setting up equipment, training staff and finding the right clients can be very time consuming and costly.
Use the resources you already have, such as staff and suppliers, to help you find a great building, source equipment and train a new team. Also, keep in mind that you have already built a great client base, so increasing your advertising budget and adjusting your message to include your second location, will drive the right clients to your door.
Ultimately, the choice to start a second location is a big one whether you choose to buy an existing business or start fresh. Make sure that you have a strong support system at home and at your first location, as you will need to lean on the people around you in many stages of this project. Most importantly, have fun, this is an exciting new adventure.
Happy Holidays to all of you, I hope you have the chance to rest and spend time with loved ones at the end of the month. Looking forward to another great year in 2025!
Superior Customer Experience
Reach out to more customers and serve them better and faster!
Attracting the best customers is the goal of most shop owners. Epicor offers an exclusive portfolio of solutions that help shops deliver a world-class service experience that results in more customer referrals, positive reviews, greater revenue per vehicle, and ultimately increased enterprise value.
Erin Vaughan is the owner of Kinetic Auto Service in Regina.
TAKING A PAUSE
Why year-end reflection is essential for your auto repair shop’s success // By Greg Aguilera
As the year winds down, you might find yourself buried under holiday rushes, end-of-year bookings, or closing out accounts. But amidst the business, taking a little time to step back and look at the bigger picture can be one of the best things you do for your business.
This pause to reflect on your shop’s culture, performance, and development isn’t just a good idea; it’s a powerful way to set your shop up for a successful new year. Here’s why spending a bit of time now to review the past year can give you — and your team — the insight needed to strengthen your shop in ways that last.
Focus on Your Culture
This is the heartbeat of your shop. Your shop’s culture is more than the values you post on the wall or the slogan on your website — it’s the feeling your team members and customers experience every day. As an independent shop owner or manager, you play a huge role in shaping this environment.
At year’s end, take a moment to ask yourself: Is the culture you intended still alive and well? Think about these questions:
■ What is our business meaning, who do we serve and why?
■ Are your team members happy and engaged and do they know our why?
■ Do they work well together, and do they feel supported?
■ How’s morale? Is everyone pulling together to make the shop a great place to be?
These might feel like soft questions, but culture has a direct impact on everything from productivity to customer satisfaction. Reflecting on your culture gives you a chance to recognize where things are
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going right — and where there might be room for a little improvement.
Take a few minutes to celebrate your team’s achievements, recognize hard work and thank them for their efforts. You’ll find that building this supportive environment can bring the team closer and encourage everyone to tackle challenges with a more positive outlook.
One of the biggest mistakes an owner can make is be money driven. This never drives culture for the long term.
See the bigger picture
It’s easy to get wrapped up in the day-to-day hustle and overlook how the shop performed as a whole. Now’s your chance to take a step back and look at the big picture. How did your shop actually do this year? What were the wins, and what areas fell short of expectations?
Ask yourself:
■ How was revenue growth? Was it steady, or were there some dips and peaks?
■ What was customer feedback like? Did you have high satisfaction, or were there areas where you could improve?
■ How was team productivity? Were
jobs getting done efficiently, or were there bottlenecks slowing you down?
Digging into these performance metrics doesn’t need to be overwhelming. Simply focusing on a few key areas can help you spot trends, identify where things may need tweaking and recognize what’s already working well. And don’t forget to consider customer feedback — it’s often one of the best ways to get insight into how you’re doing in the eyes of those you serve.
Any patterns that emerge from these reflections give you a roadmap for action in the coming year.
Plan for development
Keep your skills sharp and relevant. The auto repair industry is evolving fast, with new tech and repair techniques emerging all the time. Reflecting on your team’s skills and professional development helps keep your shop competitive.
Think about the kinds of jobs you’re taking on — or turning away. Are there skills that could help you handle more complex repairs? Are there certifications or training programs that would boost your team’s capabilities and confidence?
ENGINEERED FOR THE TRACK. BUILT FOR THE ROAD.
Consider these questions:
■ Did your team struggle with certain types of repairs? Would training help them feel more confident?
■ Is there new equipment or software that could streamline operations?
■ Are there upcoming industry trends that might impact the types of services you offer?
Setting aside time for training and development not only keeps your team up to date but shows them you’re invested in their growth. A well-trained, motivated team can make your shop stand out and even bring in more business from customers looking for high-quality work they can trust.
By developing your team, you’re also reinforcing a culture of learning and improvement — one that helps you stay ready for whatever the future holds.
So this year, before you fully dive into the holiday season, reflect on how far you’ve come and where there’s room for growth.
THE POWER OF CLEAR COMMUNICATION
At a recent Automotive Aftermarket Retailers of Ontario (AARO) event, I addressed a group of shop owners and service advisors on a crucial topic: The importance of thorough digital vehicle inspections (DVI) and how clear communication of these inspections can significantly impact a shop's success.
One key takeaway was the need for shops to dedicate time — not just to the inspection itself but to crafting clear, customer-friendly descriptions of the results.
Technicians and advisors may feel pressured to rush through inspections. However, taking the time to be thorough isn't just about providing good service; it’s a highly effective way to increase revenue, build customer trust, and improve shop efficiency.
Why time matters in inspections
Vehicle inspections are the foundation of every repair order. Technicians should spend 35 to 45 minutes carefully inspecting each vehicle. Rushed inspections miss critical details, potentially putting both the customer and the shop at risk of future issues.
When a technician has the time to inspect all components, catch wear and tear and identify problems early, it ensures the vehicle is in optimal condition. This protects both the customer and the shop from unexpected breakdowns.
Attention to detail also builds trust. Customers value knowing that their vehicle is being inspected thoroughly, demonstrating care and professionalism, which translates into higher customer satisfaction and long-term loyalty.
Service advisors: The key to customer understanding
While technicians are essential in identifying issues, the service advisor’s role is to bridge the gap between the shop and the customer. Many shops falter in this critical area. A rushed or unclear inspection report can leave customers confused about what repairs are necessary. A brief note like “Replace pads/rotors” might make sense to a technician, but it doesn’t resonate with the average customer.
Service advisors should take as much time reviewing and presenting the inspection as technicians spend performing it. This includes ensuring that photos are clear, properly annotated and framed to highlight the issue. While pictures are useful, their impact is only effective if customers understand what they’re looking at.
Telling the story clearly
Equally important is the written description accompanying the inspection. Instead of vague notes like “Replace pads/rotors,” the description should tell a story. Customers need to understand why a repair is necessary, how it impacts the vehicle’s performance and the potential consequences of leaving it unaddressed.
For example, instead of “Replace pads/rotors,” a better description might be: "Your front brake pads and rotors are worn down, which can make stopping less effective and unsafe. The pads create the friction that stops the car, while the rotors help control the braking process. Replacing them ensures safer, smoother stops.”
When service advisors take the time to explain repairs clearly and empathetically, customers are more likely to understand and approve the recommended services.
How writing effective vehicle inspection descriptions transforms your shop // By Alan Beech
During the AARO event, shop owner Carlo Sabucco from Sil’s Complete Auto Care Center shared that he uses ChatGPT to write service descriptions with his grandmother in mind. By aiming for simplicity, Carlo ensures that every customer — regardless of their mechanical knowledge — understands the condition of their vehicle and the necessary repairs.
The financial benefits
Taking time for both inspection and communication doesn’t just build trust — it increases profitability. Andrew Ackers from Upper James AutoPro in Hamilton saw his average repair order jump from the mid-$600 range to over $850 per repair order simply by improving the way they present inspection results. When customers understand the value of recommended repairs, they are more likely to approve them.
This increase in average repair order has a positive effect throughout the shop. Higher-value jobs allow technicians to focus on quality work rather than chasing small repairs. This improves technician efficiency, helping them “beat the clock” and boosting overall shop productivity. Andrew has also taken the time to build a document of all of these great descriptions that can be used in the future to describe similar repairs.
Mworeover, when customers approve comprehensive repairs in a single visit, it reduces the likelihood of future breakdowns, saving them time and inconvenience. This convenience, combined with the trust built through clear communication, enhances customer loyalty. A loyal customer is more likely to return for future services and recommend the shop to others.
Building trust through thorough inspections
Trust is the foundation of customer retention in the automotive repair industry. Clear, well-communicated inspections are one of the most effective ways to build that trust. When customers feel informed and confident that their vehicle is well cared for, they are far more likely to return and recommend your shop to friends and family.
Going back to he example above of Ackers who improved his average repair order by $250 by focusing on detailed and wellcommunicated inspections wasn’t an overnight transformation. But it’s a prime example of how investing time in communication pays off in both customer satisfaction and financial performance.
Conclusion
Clear communication is not just a nice-to-have — it’s essential. Shops that invest in thorough inspections and take the time to explain the results in a way customer can understand will build stronger relationships, see higher repair order values, and improve overall shop efficiency.
So the next time you’re reviewing a digital inspection, remember: You’re not just listing repairs, you’re telling a story. Make it a story that your customers can understand, appreciate, and trust.
24_012009_CARS_DEC_CN Mod: October 28, 2024 11:50 AM Print: 11/19/24 page 1 v2.5
π
TOUGH GLOVES
ALWAYS IN STOCK
Alan Beech has been a shop owner, entrepreneur and coach in the automotive industry for the past 40 years. Today his main focus is Beech Consulting in which he works closely with shop owners and advisors to maximize their potential.
BAYWATCH
E-COMMERCE FUNCTIONALITY
VL Communications introduced a new functionality for carrying out e-commerce for tires and rims with the newest Stox’s Distribution tire ordering catalogue. Once identifiers are obtained from their representative, hundreds of shops using the software can connect to the new Stox transactional site and place their orders through the “Transfer to AB Magique” button. The shopping cart is transferred directly on their customer’s estimates. www.vlcom.com
MOTOR OIL FOR STELLANTIS VEHICLES
The new Top Tec 6310 0W-20 from Liqui Moly is a new motor oil that meets the requirements for Stellantis brand vehicles. Designed primarily for petrol, petrol/hybrid and diesel engines in specific 2018 and newer models, this oil is designed for engines needing the PSA B71 2010 specification. The oil reduces fuel consumption while offering comprehensive protection to the engine. The low-viscosity formula ensures peak performance and minimal wear in small engines, striking a balance between fuel efficiency and maintaining a strong lubricant film.
www.liqui-moly.com
FORD F-350 4WD DRW AIR SPRING KITS
Air Lift Company introduces new air spring kits for the 20232024 Ford F-350 4WD DRW, including LoadLifter 5000-series, LoadLifter 7500 XL Ultimate, and Air Lift ProSeries kits. These kits enhance vehicle suspension, eliminate squat, and improve towing and hauling safety and comfort. Options range from the LoadLifter 5000 with 5,000 lbs. capacity to the LoadLifter 7500 XL Ultimate with 7,500 lbs. capacity.
www.airliftcompany.com
BRAKES, MASTER CYLINDERS AND MORE
ZF Aftermarket has enhanced its offerings in the U.S. and Canada by introducing 80 new products under its TRW and SACHS brands, extending its market reach to over five million vehicles.
The update includes 31 new TRW braking components, such as brake boosters and master cylinders for 2.7 million vehicles, covering popular brands like Audi, BMW, Mercedes-Benz, and Volkswagen. Additionally, ZF has released new TRW brake pad sets for vehicles like the Ford Bronco and Ranger, as well as Ram 2500 and 3500 trucks. The expansion also features SACHS coil springs and flywheels for various car models including BMW, GM, and Honda. www.zf.com
DURANGO REAR BRAKE PADS
NRS Brakes introduced rear brake pads for 2021-2024 Dodge Durango models (including pursuit) to its lineup. This addition extends coverage to over 187,000 vehicles. These pads feature the NRS mechanical fusion technology, ensuring the friction material remains intact without delamination or separation. With durable galvanized steel, they resist corrosion, making them quiet and long-lasting.
www.nrsbrakes.com
DIAGNOSTIC TOOLS
Mahle Aftermarket launched TechPro 2 and Brain Bee Connex 2, featuring a redesigned interface for easier use and a compact VCI connector with DoIP for advanced diagnostics. These tools simplify diagnostics with intuitive navigation, video tutorials, and a Smart Scan function for detailed fault code analysis. They're compatible with the Mahle Cyber Security Pass, ensuring access to encrypted data, with customizable licenses and updates for current users. www.servicesolutions.mahle.com
BAYWATCH
THREAD RESTORATION
Mueller-Kueps has redesigned its Sensor Tap Series. The steel strength, double coating and six cutting edges make it easier to cut through the heat-tempered steel. It allows for professional thread restoration for both light and heavy-duty diesel engines. A super short tap design with an integrated guide pin which is available in sizes M12 x 1.25, M14 x 1.5, M18 x 1.5, M20 x 1.5, and M22 x 1.5. The series is compatible with the #514 513 Flexhead Ratchet. This series allows for NOX sensor thread restoration without compromising the exhaust system. www.mueller-kueps.com
BELT DRIVE
Dayco has introduced three new synchronous belt drive products for the North American industrial market, emphasizing significant energy and cost savings. Launched in early April, these belts cater to a range of industrial applications with options categorized into good, better, and best. The HT Power Belts are ideal for general use with their durability and temperature stability from -4°F to 212°F. The HT Power Plus Belts suit high-load needs, while the HT Power Carbon Belts excel in extreme conditions, handling temperatures from -22°F to 266°F, perfect for tough environments. www.dayco.com
SHOCKS
ZF Aftermarket expanded its lineup, introducing 33 new part numbers for Sachs Continuous Damping Control (CDC) shock absorbers. This release boosts coverage to approximately 1.6 million passenger vehicles in the U.S. and Canada, a more than 70% increase in ZF's CDC offerings, due to growing demand for advanced damping technology. The parts are designed for a variety of vehicle models, including BMW and Audi. www.zf.com
CV JOINT REPAIR KITS
Dana’s new Spicer Select Constant Velocity (CV) joint repair kits are designed to optimize the repair of a vehicle's drive shaft by replacing the CV joint instead of the entire drive shaft. Replacing the CV joint rather than the complete driveshaft streamlines the driveshaft repair process, saving time and money. The repair kits include a high-quality constant velocity joint, hardware, and grease. The application-specific design ensures dependability and an exact fit. Coverage is available for popular vehicle models, including Jeep Grand Cherokee and Wrangler JK models. www.DanaAftermarket.com
AI TECHNOLOGY
Atrium Solutions has launched Orbit, an artificial intelligence technology designed to enhance efficiency for commercial tire dealers. This innovation automates the delivery receipt process within tire manufacturers' portals, significantly reducing the need for manual data entry and addressing the common challenge of extensive paperwork. Orbit minimizes human involvement in routine tasks, thereby boosting operational speed, efficiency, and agility. This allows dealers to focus more on delivering exceptional service and maintaining streamlined operations.
www.atrium.app
CAR-TOONS
BAYWATCH
TESLA BRAKE PAD
NRS Brakes announced the launch of Brake Pad X, which it says is the lightest brake pad in the world. Available to order now for Tesla vehicles and engineered by NRS Brakes, the new addition features a composite BIMETAL of aluminum and stainlesssteel backplate, powered by the award-winning NUCAP Retention System (NRS). www.nrsbrakes.com
LED LIGHTBARS
Philips has expanded its Ultinon Drive 5000 series to include eight models of LED lightbars. Available in 10”, 20”, and 30” single and double row versions, and 40” and 50” double row configurations, these lightbars are designed for demanding off-road use. They feature scratch-resistant polycarbonate lenses, waterproof DT electrical connections, and corrosion-free stainless steel mounting brackets. Rated IP68/IP69K for water and dust resistance and IK07 for impact resistance, they offer illumination patterns from 426 to 833 yards. The lightbars are designed to avoid electrical interference with vehicle functions. www.lumileds.com
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