CARS MAY/JUNE 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.

What are the trends in online shopping for automotive products in Canada?

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

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

Contributing Writers | Joe Flammer, Alysa Beech, Greg Aguilera, Bruce Eccles

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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A TALE OF TWO SURVEYS

Ineed some help deciphering the results of two surveys we’ve done as an organization recently.

We surveyed jobbers for our annual CARS Annual Jobber Survey about several topics. This is designed to give the automotive service professional community insights on what jobbers, your partners, see as important trends in the industry, where they see room for improvement and how the entire relationship can be improved.

There’s a lot of good stuff in the results that you can find helpful. But I found a few head-scratchers when comparing data to a similar survey we did earlier.

The first question in this survey was about mistakes shops make. The most common one, said 36 per cent of respondents, was buying cheap parts.

On its own, this is definitely an issue. Cheap parts have many problems — quick failure rate, low margins, etc. But given the current economic climate, it makes sense to request them; people are looking to save money where they can.

But when looking at a similar survey we did just the month prior, I’m not sure what to believe. You may remember that survey — we asked you, shop owners, about your thoughts on working with jobbers, industry trends and so on. Those results were published in our sister magazine Jobber News.

A common recommendation from shops was for jobbers to offer higher-quality parts.

“Quality is of the utmost importance,” one respondent told Jobber News. “We prefer quality over all else,” said another. Another urged jobbers to dump the lower-priced options and just offer the better stuff.

But here are jobbers responding to a different survey and saying the biggest mistake they see their shop partners make is to buy cheap parts.

Try squaring that circle.

Here’s another red flag that jumped out in the survey of jobbers: Nearly three-in-10 respondents said the biggest problem they see shops making is a lack of proper business management procedures. Furthermore, nearly 80 per cent said shops aren’t taking training seriously enough. Half of jobbers reported that shops say they’re too busy. Another 29 per cent said they hear shops want to attend but they no-show events.

Yet, when shops were surveyed, they were asking for training. “More could be done with training,” one told Jobber News. Another said they try to stay ahead as a business but “it has been hard to do without proper training.”

We have jobbers on one end saying shops don’t seem to be interested in training. And we have shops saying they’re looking for more training.

Another square that is difficult to circle.

What’s clear is something is missing here. Is there enough communication on both sides? Are we collaborating or operating in silos? Do we know what each other wants? How can there be a better support system?

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

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

The industry appears confused; the right hand doesn’t know what the left hand is

It looks like we need to get together to answer these, and more, questions.

Adam Malik Managing Editor, CARS

DELUSIONS OF GRANDEUR "IT’S YOUR TURN", CARS, APRIL 2023

I respect Rob's perspective on shop operation. It seems to be working for him in his area. It appears he is running his operation like his forefathers. Things have changed a lot over the years and only operations that adopt change will grow and succeed in today's market.

Operations do not have to be on a large scale in order to be profitable. As customers upgrade their vehicles so should shop owners and technicians in order to look after their needs. Training for both techs and shop owners is very important today so we don't fall behind and lose customers to shops that keep current. I personally operate my shop to stay ahead of technology and both my techs and I take training constantly to achieve success. There are many shops that operate this way.

I still enjoy being in this trade and having success in my operation which is run differently than Rob's.

Bob Ward, The Auto Guys

The automotive industry, like many trades, is filled with tradesmen turned businessmen. Some take on the role of owner well, some don’t. The interesting thing about this article is that author implies that the customer/client is better served by a business where the business owner spends little time ensuring that the business is run properly and more time in the shop/field. I have found the opposite to be true.

Taylor Wilson, reader

My grandmother, who lived to be 102, always said, "Times change and we with time." I started in the trade in 1975. I went from mechanic to shop owner — employee to business owner. So after almost 50 years I have seen the trade change immensely, from the consumers to the vehicles they drive. The only constant is change. Congratulations to Rob Nurse for continuing to operate a family business for so many years. I am sure Rob is providing a service for a certain clientele in his area. Perhaps there will always be that need. Our trade however has evolved and the only way we can encourage young people to get involved in our industry is to break away from the past.

There is a shortage of skilled labour in all trades. How do we compete against the other trades? We compete by being professional, run modern and well-equipped facilities (regardless of how many bays) and pay proper competitive wages which includes benefits and proper holidays.

An automotive service facility is a business. How you choose to run your business is your choice. To reinvest in your business to stay current, hire qualified staff and continue to train that staff, you need to manage it as any business. The training may include business management and coaching from professionals.

Independent service providers contribute to the local economy and

provide an important service to the community. The importance of that service is often understated, sadly, even amongst some in the industry. Running an efficient profitable shop is hard work and something of which to be proud. Turning a trade into a profession starts with you, the readers

Bruce Eccles, Eccles Auto Service Inc

This is like saying: “Expensive restaurants just make grocery stores busier.” He offers great advice if you want to retire poor.

Scott Waddle, Precision Auto Service

I was surprised to see this article, as this opinion is an uneducated one that really has no place in a forward-thinking magazine, such as CARS

The only way we will survive in the aftermarket is to become professional businesses, with owners who either choose to work as technicians and hire educated and trained business managers or put the wrench down and educate themselves on how to effectively manage their businesses.

We are far away from providing a service that comes anywhere close to the cost of a new vehicle. I recommend running those numbers to see how wide that spread is; I have and it’s unbelievable how much money we can save our clients by maintaining their vehicles to “like new” standards. Also, I know for sure that there has been no “free ride” for any of the shop owners who have built their businesses to run without them. It takes years of education, process building, staff coaching, culture building and ongoing implementation to build a machine that works without the owner.

Ultimately, there is no point in investing your time and money (not to mention blood, sweat and tears) into something that doesn’t produce an ROI that improves your life, whether that be money to retire at an age that allows you to still enjoy the rest of your life, or time on a beach, while the business runs without you.

Erin Vaughan, Kinetic Auto Service

WHY THE AFTERMARKET IS ‘IN TROUBLE’ AS RETIREMENTS LOOM

As much as you hate to see it, it’s somewhat inevitable. From an owner’s perspective, the red tape and costs of doing business seem to grow exponentially every year, staffing is a constant battle, and cars are more of a pain in the rear end to work on with every new model year. And how can we reasonably expect to find suitable buyers when the up-and-coming generation can’t even buy houses? Besides that, most of us are barely hanging on by a bootstring in regards to finding reliable (subjective) staff, let alone savvy enough to take on the business and a mortgage.

Geoff, reader

VCC IS ASE CERTIFIED

VANCOUVER COMMUNITY College’s Automotive Service Technician program has been certified by the ASE Education Foundation.

It is now an internationally accredited training program and is the first and only Canadian institution and school outside the United States to receive ASE accreditation.

“The Automotive Service department worked closely with the ASE to complete stringent program evaluations,” Michael Coard, department head of the school’s Automotive Service, said in a statement. “I’m pleased to see our commitment to quality training and education has resulted in this important achievement. The accreditation means better automotive technicians will join the workforce, which benefits vehicle owners.”

EyeSpy

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WORK BACKED

Students enrolling in VCC’s program will see strict industry standards but then earn a nationally and internationally recognized trade certificate.

“This is great news for automotive-minded young people and their parents,” said Michael Coley, president of the ASE Education Foundation. “Because this program increases cooperation between local education and industry leaders, it gives added assurance that VCC’s graduates will be employable entry-level technicians.”

AFTERMARKET EMPLOYMENT REBOUNDS

FAST & RELIABLE SERVICE

PREFERRED PRICING

TECHNICAL TIPS FROM INDUSTRY LEADING EXPERTS

THE AUTOMOTIVE AFTERMARKET led the entire automotive industry in positive employment change last year compared to the year before, according to DesRosiers Automotive Consultants.

Employment levels in the automotive industry as a whole are up, narrowing a gap that emerged at the start of the COVID-19 pandemic in 2023. Still, the industry is about 21,000 jobs below pre-pandemic levels.

But breaking it down by segment, the aftermarket has essentially recovered, DesRosiers noted. Automotive parts and accessories stores were up 5.4 per cent at the end of 2022 compared with December 2021.

Just behind was the automotive repair and maintenance segment, which saw a 4.6 per cent increase for the same period.

“The overall picture for employment in the auto industry was positive for 2022 despite some setbacks in certain segments,” said Andrew King, managing partner at DesRosiers. “Whether this employment recovery continues unabated throughout the broader economic uncertainty of 2023 remains to be seen.”

Other segments that saw an increase included dealers (2.3 per cent) and parts and

accessories manufacturing (1.2 per cent) and motor vehicle manufacturing (0.3 per cent).

As King mentioned, some areas saw a drop. Parts and accessories wholesale (2.8 per cent) and metalworking machinery manufacturing jobs (1.3 per cent) fell in 2022 fell from 2021.

MILLENNIALS MORE LIKELY FOR MINOR DIY

NEW RESEARCH HAS found that the younger generations are more likely than the older ones to take on minor car repairs.

The study from eBay found that more than a quarter of Millennials would undertake their own vehicle repairs. They’d rather save on costs than visit their local automotive repair and service shop.

Furthermore, Gen Z is also seemingly willing to get its hands dirty. Nearly a quarter (23 per cent) of those aged 17-24 responded that they would be inclined to undertake minor car repairs themselves.

Meanwhile, fewer than one-in-five (18 per cent) of Baby Boomers are willing to get their hands dirty – they’re more likely to opt for help from their local shop.

Looking at some of the more common tasks consumers take on themselves, more than half of consumers are prepared

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to replace windshield wipers at home, according to eBay. Broken or smashed door mirrors were among other easy-to-fit items popular with vehicle owners last year, eBay reported. A fifth of respondents said they would be willing to carry out a mirror replacement.

QUEBEC HAS MOST EAGER EV BUYERS

DESPITE CONCERNS, the interest level Canadians have to own an electric vehicle as their next car remains high, a new survey found. And interest is highest in Quebec.

The second annual Car Ownership Index from Turo, a peer-to-peer car-sharing marketplace, reported that about a quarter (26 per cent) of those interested in buying or leasing an EV are motivated by the idea of choosing a better car for the planet.

More, however, are looking at electrics as a way to save money spent at the fuel pump (38 per cent).

Still, costs to purchase are getting in the way. The survey found the biggest hesitation around purchasing or leasing an EV (31 per cent) is based on cost.

But that hasn’t slowed down interest in finding an alternative to an internal combustion engine.  Turo’s survey reported

that more than half of Canadians (54 per cent) plan to buy a hybrid or electric vehicle. That’s similar to what the survey found one year ago.

And it’s Quebecers who are the most eager to adopt EVs — 64 per cent said electric is their next choice.

What would help EV interest, the survey found, is growing familiarity around these vehicles with the buying public. If they had the opportunity to test drive an EV for a few days or weeks before making a decision to purchase, 54 per cent of Canadians said they’d be more comfortable buying one.

AIA CANADA’S NEWEST BOARD MEMBERS

SHANNON SPANO IS now the chair of AIA Canada.

With the vice president of Sales at Wakefield Canada, sliding into the role, Jason Yurchak, senior vice president at Worldpac Canada, was elected to the role of immediate past chair during AIA Canada’s Annual General Meeting on May 3.

Joining them on the board are Ryan Bruno, president of CSN Collision Centres, as first vice chair and Tony Kuczynski, president and CEO of Mister Transmission

HDAP Trade Show

Hamilton Discount Auto Parts hosted its annual trade show at Michaelangelo’s Banquet Centre in Hamilton, Ontario. Attendees checked out offerings from dozens of vendors. Scan the QR code to see the highlight reel on Instagram.

as second vice chair.

Four new members of the board were elected to the board. Jasna Smiljcic, senior director and country leader at Gates, Jason G. Herle, CEO of Fountain Tire, Michael O’Callaghan, COO and vice president of operations at Craftsman Collision and Micheline Davies, senior vice president of automotive at Canadian Tire are the newly elected members and will serve on the board until the 2026 AGM.

AIA Canada thanked former directors Bob Jaworski and Graham Jeffery for their commitment and service to the board.

SHAREHOLDERS GIVE THUMBS UP TO UNI-SELECT DEAL

UNI-SELECT RECENTLY announced that its shareholders gave the thumbs up to the sale of the company to LKQ Corporation.

A special meeting of shareholders saw the resolution approved by nearly 99 per cent of votes cast by shareholders present virtually or represented by proxy and entitled to vote at the meeting.

The deal also received anti-trust clearance from both Canadian and American regulators.

The deal was announced at the end of February. Chicago-based LKQ will buy all of Boucherville, Quebec-based Uni-Select’s issued and outstanding shares for $48 per share in cash, valuing the transaction at about CAN$2.8 billion.

The agreement also includes Uni-Select’s U.K. auto parts distribution business GSF Car Parts with more than 175 companyoperated stores. LKQ has noted it will look to part with the business following its acquisition.

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The arrangement is expected to close in the second half of this year.

OUT OF STOCKS LESS PROBLEMATIC, DATA SHOW

A SWEEP OF GLOBAL data shows there has been a significant reduction in the number of out-of-stock vehicles and automotive products compared to a year ago.

DataFeedWatch reported that its Feed Marketing Report 2022 found 57.46 per cent of products were out of stock in the global automotive eCommerce market just 10 months ago. As of late February, that number sat at 26.46 per cent.

DataFeedWatch compiled the info from 17,000 online stores across 60 countries.

The group noted that even though the segment’s out-of-stock numbers are high — only sporting goods are suffering more — “its bad days of fewer products available … are well over,” it said.

Vehicle parts have the largest median of products at more than 7,900, more than health and beauty and home supplies.

DIFM SURGES IN THE U.S.

DO-IT-FOR-ME services in the U.S. saw a big-time rebound after being hit hard during the pandemic — and at levels never seen before, according to new research.

Lang Marketing reported that the parts and labour volume of the DIFM light vehicle market jumped by US$30 billion in 2021 and 2022. That marks the biggest surge ever recorded by this market in the U.S.

“It reflects the strength of the DIFM market and the pent-up demand for aftermarket parts and labour following the onslaught of COVID-19, which blasted a double-digit decline across the 2020 DIFM market,” the group noted in a recent Aftermarket iReport.

But the good news wasn’t spread evenly throughout the aftermarket. There were

winners and losers, Lang pointed out. Four outlet groups made up more than 85 per cent of the volume surge: repair specialists, vehicle dealers, service stations and garages and foreign specialists.

The biggest chunk (29 per cent) was taken by repair specialists, those focused on a limited array of vehicle repairs. “Most of this gain was the result of repair specialists expanding their repair scope, coupled with their growing foreign nameplate repair,” Lang reported.

Dealers were just behind, raking in a quarter of the pot. Specifically, however, foreign nameplate dealers were the ones that generated most of the repair growth in this group.

Service stations and garages, despite diminishing population, took in 17 per cent of the growth and foreign repair specialists got 16 per cent of the increase.

IN MEMORIAM: JOHN GRANT, 104

A LONG-TIME FIGURE of the automotive aftermarket has passed. John Grant, the co-founder of Grant Brothers Sales, died this past weekend.

His obituary said he passed peacefully at home at the age of 104. He was born in North Sydney in 1918 and raised throughout Nova Scotia.

He entered the Second World War and the Royal Canadian Navy 24 years old. It was a chance meeting with his brother, Frank, who was then a decorated pilot. They first discussed plans to start a business together.

After the war, Grant Brothers Sales Limited was launched. They represented manufacturers of auto parts across Canada. He worked there until 83 years old before passing the company on to family.

In a LinkedIn post, his grandson Charlie Grant, now president and CEO of the company said, “We are, and always will, continue to carry the torch forward, Grandpa. We will continue to act with class and respect our people, our industry and our customers, just as you did 77 years ago when you started this business.”

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 Saskatchewan Polytechnic If you’d like your school featured, reach out to adam@turnkey.media.

Name of school:

City:

Head of program:

Saskatchewan Polytechnic

Saskatoon and Moose Jaw, Saskatchewan

Lorne Phillips, Darwin Hazell and Todd Schlamp (acting)

Tell us about your school. What do you offer? How many students do you have?

Saskatchewan Polytechnic offers several paths of Automotive Service Technician (AST) training. Sask Polytech offers a 36-week certificate program for students interested in becoming technicians. The school also provides AST apprenticeship training with the Saskatchewan Apprenticeship and Trade Certification Commission and apprenticeship training with General Motors Automotive Service Educational Program (ASEP) groups. At the Moose Jaw campus, the institution offers an AST program specifically for international students. Sask Polytech typically provides certificate and apprenticeship training to over 440 learners every year.

Our school also officers manufacture specific training for General Motors and Fait/Chrysler, to give their current technicians the most up-to-date skills.

AST learners are trained by experienced instructors in our well-equipped automotive shops. Learners work on real vehicles donated by local dealers and use industry-leading diagnostic and servicing equipment, including tools unique to specific manufacturers.

What unique experiences are available to students?

Sask Polytech AST learners have the opportunity to see and work on the newest vehicle and service equipment that industry has to offer. This is done through classroom lecture demonstrations and hands-on learning. All campuses have fleets of vehicles that are on loan or have been donated by various manufacturers and dealers. Simulators and dyno-testers are used to enhance the learning experience on all campuses.

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

Sask Polytech AST learners not only train on current products but are exposed to emerging technologies. EV vehicles, advanced driver assistant systems (ADAS), advanced electronics and vehicle communications are all areas that have been expanded on in our courses.

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

The shift from gasoline power to EV has added a new excitement to the vehicle industry that allows for continuous learning and growth as a technician. The evolution of vehicles over the years continues so this allows the trade to remain interesting with new technologies being introduced.

By The Numbers

10.5% 18%

An analysis of the automotive industry found that the aftermarket saw sales jump despite “somewhat modest growth” to start the year.

$100.84

It cost Canadians nearly 11 per cent more on average to fill up their gas tank as gas prices in 2022 compared to 2021 when it cost an average of $90.90.

96%

Vehicle sit idle for the vast majority of the year despite Canadians paying $5,000 a year to have the vehicle. Turo

39%

Inflation concerns mean many Canadians are less likely to buy or lease a vehicle this year. Monthly payments are the main reason for ending ownership. Turo

12.5

Average age of light vehicles in the United States hit a record high. It’s the sixth straight year that number has gone up.

67%

Many EV drivers still have a gas-powered vehicle in their driveways. They are more likely to use it for longer journeys.

Fewer Baby Boomers are willing to undertake minor car repairs than younger generations. More than a quarter of Millennials and 23% of Gen Zers said they would.

eBay

26.46%

The number of out-of-stock products in the global automotive eCommerce market as of late February — a reduction of more than half 10 months prior.

DesRosiers Automotive Consultants

DriveElectric

DataFeedWatch

Canadian Automobile Association

Stats that put the North American automotive aftermarket into perspective

CURB APPEAL

Your storefront tells potential customers all they need to know about your shop

Have you ever pulled up to a retail business and found grimy windows with faded signage? Brown weeds pushing through cracked pavement in a dilapidated parking lot.

Not very enticing, is it?

As an auto repair shop owner, you know your business is more than just fixing cars. It's also about creating a positive customer experience. And that experience starts with your shop's curb appeal.

When a customer visits your shop, they should feel confident you’ll take good care of their car. If your property looks dirty or unkempt, they will think you’ll treat their car the same way.

Over the years, we’ve worked with hundreds of shops — and the best ones dial in their curb appeal to attract the right customers.

The street view

When customers drive into your lot, what do they see? Is your shop's exterior clean and well-maintained? Or could it use, to put it nicely, a little help? That first impression is a make-or-break decision point for potential customers.

To improve your shop's curb appeal, start by taking a close look at your shop's exterior. Are your windows clean, intact (no cracks) and free of smudges and streaks? Is your building’s paint in good condition? Are your signs and banners easy to read and up to date?

Improvements like these go a long way toward making your shop look more professional and inviting —and more profitable.

Your online storefront

Curb appeal means more than your building and parking lot: Your website and social media also shape your customers’ expectations.

Your website needs to be up-to-date, attractive and easy to navigate. On both your website and social media, showcase your shop and team with high-quality photos to help customers feel more comfortable and familiar with your business.

Respond quickly to customer inquiries and reviews — just like you’d promptly answer the phone when it rings. It’s one more way you show customers you’ll provide them with excellent service.

Be consistent

Consistency is also key when it comes to presenting an image to the customer.

Customers need to have the same visual experience no matter how they connect with you. Use the same colours and branding on your website, staff uniforms, flyers and posters, and marketing materials as you do on the signage and exterior of your shop.

It can be a jarring experience to see red and white as the main colour on your website, then walk into a shop where greens and blues make up the colour scheme.

It’s all in the details

In addition to your shop's exterior and marketing materials, don't forget about the little details that can make a big difference.  Is your waiting room clean and comfortable with plenty of seating and reading materials for customers? Do you offer complimentary refreshments like coffee, water and snacks to help customers feel more comfortable and welcome? Offer free Wi-Fi — a noisy and distracting TV is a fixture in a lot of shops; maybe it’s time to let it go.

Dial in your retail and online presence, present a consistent 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.

On the Road

AIA Canada National Conference

April 25-26

Toronto, Ontario

See the event reel on Instagram

The Automotive Industries Association of Canada's National Conference featured panel discussions with AIA Canada’s leadership team as well as industry leaders. Concurrent sessions were held under three umbrella themes: Women in the Aftermarket, Young Professionals in the Aftermarket and Market research and data. Attendees heard from an auto retail expert from Google Canada as well as a global thought leader. Brad Shaddick was presented the Distinguished Service Award. Brad Cochrane was named the Young Leader of the Year. The night before, attendees networked during a welcome reception.

Members of the YPA committee with speaker Jacki Lutz

Brad Shaddick, Distinguished Service Award winner

Mathew Growden, Google Canada

Patrick Verriet of the YPA Committee and Brad Cochrane, Young Leader of the Year winner

AIA Canada’s J.F. Champage, Mauro Cifelli, Groupe Del Vasto and Jasna Smiljcic, Gates Canada

J.D. Power’s J.D. Ney

Global thought leader Andrew Au

IN SEARCH OF QUALITY

Jobbers are raising concerns about the lack of quality parts being put on consumer vehicles

//By Adam Malik

In tough economic times, the consumer’s state of mind is understandable. Everything around them is going up in price, from food to clothing.

At the grocery store, prices were up 8.9 per cent year over year in March. While that’s down from the 10-plus per cent that was seen from September to January, wallets across the country continue to take a beating.

So when a consumer hears a squeak when they press the brake pedal, a knocking under the hood or any other uncomfortable sound, they clutch their wallet just a little bit tighter.

As other industry reports have shown, along with any given shop’s appointment calendar, people are willing to get their vehicles fixed. Whether it’s to ensure they can get to work, take the family on a weekend jaunt or the price of a new vehicle is just too expensive, consumers are looking for maintenance and service for their vehicle.

But there may be a catch. In the same way prices have gone up at the grocery store, the same has been seen in the automotive aftermarket. The DesRosiers Automotive Consultants Aftermarket Scorecard showed passenger vehicle parts, accessories and supplies prices were up 8.6 per cent in 2022 compared to 2021. Maintenance and repair service costs rose 5.6 per cent in that same time.

So just as they may look for the lower cost option in the cereal aisle, consumers may look to find ways to save money when getting their vehicle fixed and lean on their shop to get them the cheapest brake pad, belt or alternator they can find.

But the way jobbers see it, agreeing to sell cheaper parts is the biggest mistake shops are making with 41 per cent saying so, according to the CARS Annual Jobber Survey. And it’s a growing

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problem. Last year, that number was at 31 per cent. So it remains the top issue — but it’s an even bigger one today, according to the jobbers we heard from.

“Think they are doing their customer a favour” but really are not, pointed out one respondent when given the opportunity to comment in the survey.

Another called for better education of the consumer. Shops “feel that price is everything to the customer when, in most cases, if you properly ‘sell’ the better quality part, they will understand the value and why it is more money,” they wrote.

It’s not just the fact that a lower-quality part is being sold and will fail quicker, the shop’s bottom line won’t be healthy, said another. “In a competitive trade, including DIY, they want to offer a lower price. However, they are cutting down their profit margin and quality.”

The CARS Annual Jobber Survey went out to jobbers to gauge their views on how shops are running their businesses, the relationship between the two sides, industry trends and how to better work together. The survey was sent out via newsletter, e-blast and social media.

Business acumen

The second pick for the most common mistake shops make was the lack of proper business management procedures (24 per cent).

Jobbers are concerned that their automotive service professional customers aren’t preparing themselves adequately for the rigours of running a business or getting the training needed to work on more technologically advanced vehicles.

WE ASKED: WHAT PIECE OF ADVICE WOULD YOU GIVE YOUR SHOP CUSTOMERS

THEY SAID:

GOING FORWARD?

Be patient and communicate with us to better the relationship. We must work as a team for both of us to prosper. Have more personal contact with customers when a vehicle is serviced.

I would say to spend a little more time preparing for future needs as opposed to reacting to what's already here. I would use hybrids and ADAS as examples.

Jobber has to make money also. We can't pay for all your mistakes.

Be willing to accept changes and invest in training.

Don’t hesitate to reach out for help.

Call us. We will get it done. Right. On time. And the best price available

One respondent simply stressed that they “Should take management courses.” Another complained that ignorance is getting in the way: “They just need to educate themselves.”

That segues to the second question of the survey: Do ASP shops take the need for management and technical training seriously enough? The answer, overwhelmingly, is no.

Nearly half of respondents (47 per cent) say they’re told by their ASP customers that they're too busy to go to classes. Another 35 per cent said they’re told by shops that they’ll attend but never do. That’s 82 per cent of jobbers saying their industry partners are not getting the training they need.

“They need to understand they need training,” lamented one comment.

That said, many respondents understand the reality of the situation. ASPs are working all day; they don’t want to give up their evenings or weekends for more work, even if it’s training. Shop owners don’t want to close their doors and lose a day’s business either.

“There is a variety of challenges here from being paid for training to locations and time of day,” a respondent noted.

“Finding time away from their daily work schedule to get to training — too tired at the end of the day to attend training,” pointed out another.

One looked inward. “Our sales reps must keep trying to advertise these programs,” they said, noting that banners are offering quality learning opportunities.

However, “the better the meal, the better attendance,” one person mentioned about training sessions.

What is the most common mistake you see your ASP customers make? Do

QUALITY THE PROS COUNT ON,

JAMES HINCHCLIFFE

Canadian IndyCar Driver and 6 time race winner

James Hinchcliffe trusts in PRO-SERIES

There are still challenges around getting proper training out there, a couple of respondents observed.

“We must commit to more training, especially in this rapidly changing environment with EVs and such,” one said.

“We, western Canada, need more handson training. A lot of shops say there doing online training. But nothing beats handson,” said another.

Parts quality

Shops have bemoaned the lack of quality parts available to them. Some are turning to the dealer more often than before to get what they need. Based on the responses by jobbers, they believe they have the quality shops want but price is an issue.

One jobber who said they continually remind suppliers to keep quality standards high noted that profit margins need to be maintained on their end. “We are keeping decent margins and using the profits to ensure we have better service and inventory levels than the dealers.”

Another noted that many brand-name parts meet or exceed the original equipment manufacturer’s quality. “We spend a lot of time educating shops about the benefits of our parts. A lot of cost comparisons to understand what is best for their business. We do stock a few white box parts but try to upsell to a better part,” they said.

Online ordering

Many shops have moved the bulk of their ordering online for reasons including ensuring they’re getting the exact part they want and not needing to speak with anyone. This, they say, quickens the process.

Jobbers are responding to make it easier for shops to do so.

At this time, upwards of 60 per cent of a jobber’s products are sold online — about 24 per cent said they were doing that much business in this area. Some see this as a growing area. While there are kinks to be worked out, the offering is part of a system to offer a fully-rounded service experience.

“Online levels have steadily increased over the last five years or so, and we are never completely satisfied with the process, but it is working well,” one jobber wrote. “We have our outside sales team doing weekly visits to ensure all is going well, pick up returns, warranties and show new products or programs.”

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

HOTSPOT AUTO PARTS

939 Warden Ave Scarborough ON M1L 4C5 Info@hotspotAutoparts.com | www.hotspotautoparts.com

An Automotive Warehouse Distributor

We spend a lot of time educating shops about the benefits of our parts. A lot of cost comparisons to understand what is best for their business. We do stock a few white box parts but try to upsell to a better part."

What has been your biggest challenge over the last year?

Technology driven

What will be your biggest challenge / what will have the biggest impact on your business in the year ahead?

Another has also seen a steady increase in online ordering. “Our customers rely on it. However, the shops call if they have an issue or can't find their parts. The counterperson must be well trained to deal with an issue and be able to source their parts. I believe the counterperson has to be better trained than ever,” they observed.

“Online ordering creates more returns,” said another. “An outside sales rep visiting once a week for best shops to once a month for all is a requirement. Returns, ask the right questions, show off new products, explain changes, present rewards and opportunities. Be more than RockAuto with a local store.”

However, jobbers are noticing that just because shops want to order online, that doesn’t mean shops are instantly turning to their first- or even second-call jobber.

“For shops, it is becoming increasingly convenient and allows a simpler solution for parts that are not available from first- and second-call suppliers. I see Parts King and RockAuto boxes more and more on sales calls,” one respondent reported.

“One issue is the wrong [part] ordered and some shops

ordering cheaper parts. We lose control of the personal connection. Also losing a bit to online [stores] like RockAuto and Amazon,” said another.

Challenges

Jobbers were asked to outline their challenges so that their shop partners would have a better understanding of what’s getting in their way.

One, seemingly feeling beat down by constant requests for discounts or cheaper offerings simply said, “We need to make a profit, too.”

Others, for the most part, want to get the message across that they’re trying the best they can to help their customers to help their customers.

“How hard we try to get their orders out the door and to them as quickly and efficiently as possible. Yes, we make mistakes, but we try our best not to and are always looking to improve our delivery system,” one respondent wrote.

“That we are just human and can't just wave a wand and have their odd part in their hand now. If they work with us, we will help them in every way we can,” said another, adding that an unpleasant customer will still be helped but maybe not to the fullest extent.

Staffing, like everywhere, remains a top concern for many jobbers — they placed it second (35 per cent) behind only parts availability (53 per cent).

“What we go [through] each day with the day-to-day issues of staffing, returns, drivers [availability],” a respondent said.”

WE’RE SO CLUTCH.

In your view, what is the most important aspect of the jobber-shop partnership?

INVESTING IN YOUR SHOP

As shops require more sophisticated tools these days, it’s important to understand the cost of investing, the when, the what to invest in and how to generate income from equipment.

The average per-bay cost is approximately $30,000. For a start-up shop, the general setup of equipment will run you close to $100,000.

Some equipment is a must for all workshops, such as hoists and air compressors.

Let’s do the math for hoists. Key questions: How often are these used and also what type of vehicles you are going to be working on? If you’re working predominantly on trucks, you will need a larger hoist. Working on passenger cars and light trucks? Then you might not want to have the additional bulk that a heavier-duty hoist comes with.

Think about it this way: If that hoist slows down your mechanic by five minutes per job and they do about five repair orders a day and door rate is $100, then that is a cost per bay inefficiency of $8,800 per year based on 220 working days.

Then there are diagnostic testers and more specific pieces of equipment. Your first question in each case should be how often it will be used.

For diag testers, you might argue that you need this for all vehicles that come in. And you’re probably right. That’s why you want to always go with quality. There are the obvious ones like Snap-on and Mac but there are also other ones such as Topdon, Launch and, one

of my favorites, Autel.

When we think about the payback of these scanners, it’s pretty easy if we only look internally. Consider adding value to your customers in terms of easy-to-read printouts or reports of their cars.

Also, think about the diag tool as a system — can it do ADAS, oscilloscope, camera, TPMS, battery testing, etc.? This all leads to a better return on investment.

And don’t forget about perhaps the most underutilized piece of equipment in most shops: Wheel alignment equipment. These can cost you tens of thousands of dollars but be a good long-term investment from not only the number of alignments required to pay it back but also cutting space needed for a regular bay.

A key tip: Avoid buying tools you will use once. Tear yourself away from your internal need to be able to fix everything. You don’t need to be a “one-stop shop.” These tools aren’t an investment — they’re a ball and chain.

Remember, don’t go into investments in any way without a clear understanding of the potential revenue for your store, a plan of how you are going to advertise this as a service, the training of your staff for the equipment, sale of the job and the message to the customer.

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.

Some of the key tools of today’s trade

On the Road

Worldpac & Carquest Distribution Centre Grand Opening

May 6

The first facility housing a combined Carquest and Worldpac distribution center under one roof has officially opened. The 580,000-square-foot facility in Bolton, Ontario can house 350,000 automotive parts and serve the majority of domestic and import vehicles in Canada. More than 130 Carquest stores and Worldpac branches from central to eastern Canada will be served by the new DC.

Bolton, Ontario

See the event reel on Instagram

EVP Bob Cushing and MPP Sylvia Jones

Caledon Mayor Annette Groves

The automotive industry is changing at an unprecedented pace. With the rise of e-commerce and large retail chains, smaller shops are facing increasing challenges in recent years.

Your business must continue to both evolve and adapt to meet the needs of younger generations, while also continuing to cater to their existing older clientele to stay relevant. That’s no secret.

Two of the largest and most influential generations in the marketplace today are Millennials and Baby Boomers. While there are certainly overlaps in the way these generations approach servicing their vehicle, there are also significant differences in terms of their attitudes and service needs.

Starting at the very beginning of the repair journey — before the client even walks through your door — it’s important to understand how and where both Boomers and Millennials are searching and landing on your business.

Boomers will most likely land at your doorstep after a wordof-mouth recommendation from a friend. Once arrived, they will begin the service process by immediately wanting to speak directly with a service advisor. They place a high value on connection. When your service advisor catches a Boomer on the phone or in person, they should make sure to settle in and take the time to build rapport and create a relationship.

Millennials are in direct contrast and are much more likely to begin their service journey by looking at sources outside your business. If a Millennial knows they require work on their vehicle they will often first begin their search on a local Reddit group asking the community for reliable service centers near them or searching Instagram for recommendations from others.

They may then turn to YouTube to learn more about the potential work required so they are armed with the necessary information prior to establishing first contact with your business.

SHIFTING DEMOGRAPHIC GEARS

Finally, they will be reading reviews of all the recommended facilities before picking up the phone and calling your shop.

When they inevitably do reach out to you, make sure to validate and affirm the research they have performed. This will build instant trust and will even result in higher net promoter scores. As a business, it’s important that you audit the information that exists on these third-party sites, participate in the relevant communities and invest in SEO so that your webpage tops search results.

Once you have established the initial connection and both the Boomers and Millennials have arrived at your shop, you need to ensure loyalty to keep them coming back for more.

In general, Boomers are more inclined to brand loyalty then Millennials. Once a relationship has been formed and personal connections are made, Boomers will need a compelling reason to jump ship.

The same cannot be said for Millennials. In order to maintain their business, you must first understand their values and prioritize creating a personalized experience. Take the time to understand what they want out of their vehicle first and realize that some of the traditional upselling techniques are going to be very off putting for most Millennials. Be authentic and genuine when it comes to recommending service.

The significant differences between Millennials and Boomers as consumers can impact the way businesses market and sell their products. Shops that understand the differences between these generations and tailor their strategies accordingly may be better positioned to succeed in today’s rapidly evolving marketplace.

How to best serve both your Millennial and Baby Boomer clientele

Alysa Beech is a business coach with Beech Consulting.

THOSE PERSONAL TOUCHES

It still comes down to relationships as a shop owner

No matter how large our shops are we are small businesses. And as small business owners, it’s impossible not to take things personally.

I embrace changing technology — it brings new challenges daily. We all know times are changing and vehicles are changing along with it.

But most concerning is that people are changing — and the way we communicate with each other.

I can learn new software; I can send my staff to training to understand new vehicle technology. But figuring out people? That’s a tough one.

There’s a strange new attitude among people these days. There’s a sense of entitlement and a ‘blame someone else’ mentality.

So, I ask, where have all the gentlemen gone?

It didn't take me long in the industry to realize I had to get thicker skin. I lost many nights’ sleep worrying — not about

"You just can’t beat a face-to-face conversation.

Even a phone call allows you to interpret a person’s feelings.”

– you can even just use the first sentence here

We always said our clients are our best promoters because of word-of-mouth. That’s still true but it exists in a different form. Now it’s all about websites and Google reviews — some from a 'local guide' who isn’t even a customer.

Because we are human, things don’t always go as planned and mistakes do happen. When a client brings to your attention a concern or has a complaint, hopefully, they allow you to make it right. They may even tell others how you handled an issue.

But that’s different these days. When a person writes a poor review under an alias, it makes it harder to rectify the problem. We always respond to these reviews by asking them to call us to discuss and resolve the matter — yet, we’ve never had one call.

When researching a business, I often read the reviews. It’s no coincidence most of the poor reviews have similar overtones. It begs the question: Was the business given an opportunity to resolve?

It kind of goes back to the fact that some people will never be happy regardless of how hard you try. I find it easier to concentrate on the positive reviews.

We will continue to provide the best possible service and progress with the times — but as an aging Baby Boomer I miss the good old days.

Bruce Eccles is the semi-retired owner of Eccles Auto Service in Dundas, Ont.

AC EQUIPMENT

Rotary, though its recently announced partnership with TEXA, announced the introduction of a new line of fully automatic air conditioning diagnostic and recharging equipment. The new Rotary product line gives North American automotive service professionals a quick, efficient and cost-effective way to recover, recycle and recharge R134a and R1234yf refrigerant gases. Three models will launch in the spring of 2023. www.Rotarylift.com

RTV SILICONE

Dana Incorporated has introduced its Victor Reinz Reinzosil room-temperature vulcanizing (RTV) silicone to North American customers. The sealant is resistant to fluids, including mineral oils and synthetic oils, lubricants, gasoline, diesel oil, greases, water and detergents and is safe for all sensors. It’s available in 70 mL tubes and works on use on two-dimensional flat surfaces where there is a sealing gap, such as gasket intersections and components originally sealed with RTV by the manufacturer, including intake manifolds, valve covers, and oil pans.

www.DanaAftermarket.com

TURBOCHARGER REPLACEMENT SERVICE

CRP Automotive announced a first-to-market solution for turbocharger replacement service for most popular BMW applications. The Rein Automotive TechSelect Turbo Kits (CRP P/N TRK0007) include all of the hoses, gaskets and hardware necessary to complete the job quickly and efficiently. The kits include the most recent turbo hose versions with all brackets, hardware and necessary sealing components for installation.

www.crpautomotive.com

FLOOD LIGHT

Milwaukee Tool released the M12 Packout Flood Light w/ USB Charging. It is top stack compatible with the Packout Modular Storage System. It provides three different modes for users to manage light output and run-time, depending on the needs of the job. When paired with an M12 XC 4.0 battery pack, the light provides up to 12 hours of runtime. The light comes with a 2.1AMP USB-A and USB-C port to charge devices and features two storage compartments to organize small items inside.

www.milwaukeetool.ca

BRAKE PADS

NRS Brakes has added the 2023 Subaru BRZ, 2022 Toyota Tundra, 2020 Lincoln Navigator, 2022 Toyota Corolla Cross, 2019 Jeep Compass and 2019 Genesis G80 to its Galvanized Brake Pad lineup. The company also added five new part numbers for 2009-2023 Ford, Lincoln, Toyota, Hyundai, Kia and Subaru vehicles, along with 2010-2022 Toyota, Hyundai, Kia and Jeep vehicles. Also added were five new part numbers for 20102022 Toyota, Hyundai, Kia and Jeep vehicles. Brake kits also include abutment hardware and caliper piston cushions.

www.nrsbrakes.com

SCISSOR LIFT

Rotary has added the new XA12 Alignment Scissor Lift to its line of automotive lifts. The lift was

introduced at the 2022 SEMA Show. It requires a minimum bay size footprint of 12x23 feet. With a 78-164 inch four-wheel alignment wheelbase range and 12,000-pound lifting capacity, the XA12 is designed with space and flexibility in mind. Shops can offer alignment services with bay space to spare, and technicians can perform alignments on a wider range of vehicles. Its open front and rear design provide technicians with greater access to vehicle adjustment points making wheel alignments and other repairs easier to perform.

www.rotarylift.com

DIAGNOSTIC TOOL

Mahle Aftermarket introduced

RemotePro, a complementary diagnostic system for vehicle service that allows independent shops to perform complex diagnostics and service routines the same as authorized shops. Specialists are available via chat or hotline to provide expert guidance through the diagnostic process. The RemotePro complements the universal diagnostic tool TechPro from MAHLE and Connex from Brain Bee.

www.mahle-aftermarket.com

CONTROLLER ARMS AND BALL JOINTS

Mevotech introduced more than 2,300 new Original Grade parts. The updates include

controller arms for the 2014-2018 Jeep Cherokee, 2011-2016 Kia Sportage, 2010-2015 Hyundai Tucson and 2014-2017 Honda Odyssey. Ball joints for the 2007-2021 Toyota Tundra, 2008-2022 Toyota Sequoia, 2017-2021 Kia Sportage, 2016-2021 Hyundai Tucson, 2012-2022 Nissan Versa and 2018-2022 Nissan Kicks. www.mevotech.com

BUMPERS FOR BRONCOS

Throttle Down Kustoms has added three, precision-fit bumper styles for 2020-2023 Ford Broncos to its line-up. Late model Ford Bronco drivers can choose a standard bumper,

BAYWATCH

bumper with push bar, and PreRunner bumper for their vehicle. The steel bumpers are made to order at TDK's Montana facility where the team laser cuts and hand-welds the bumpers for exact fitment. Customers can select additional options like adding LED lighting, a heavy-duty winch or a powder-coated finish. www.throttledownkustoms.com

TMPS COVERAGE

Schrader’s coverage of its EZsensor family of products has expanded with applications launched for 2019-2027 Ram 2500 and 3500 vehicles.

Additionally, Hyundai Azera vehicles from 2011-2013 and 2014-2018 are covered. Users will have had to do a software update on Schrader programming tools, released on Jan. 9. If using ATEQ programming tools, these received a fourth-quarter update for 2022 that was released in January. For Bartec tools, software updates are needed from 64.0.22, released in August 2022 and onward. Users of other programming tools are asked to contact their supplier to check the latest software updates and new coverage release dates. www.schradertpms.com

LUG NUT WHEEL SOCKETS

Milwaukee Tool added to its Shockwave Impact Duty sockets line up with new 1/2 Drive Lug Nut Wheel Sockets. The sockets feature a durable, non-marring sleeve to protect rims during tire changes while ensuring the durability of the sleeve. The sleeves are colour-coded gray and red to distinguish between metric and SAE sizing. Constructed with thin walls, the sockets are optimized for users to access the tight spaces around lug nuts. Users can attach the sockets to half-inch drive impact wrenches, drivers and adapters.

www.milwaukeetool.ca

MINI PRY BARS

Mueller-Kueps released the Mini Pry Bar Kit (No. 276 100). The pry bars have a black oxide finish to help protect the tool against corrosion. It comes with hardened and tempered steel to provide durability. The six-sided shaft makes the prybar stronger than its rounded shaft counterparts. The pry bars have an ergonomic two-component handle for a comfortable and secure grip. Two different tip widths and an

TOGETHER LIKE EMPTY PARKING LOTS AND BURNOUTS.

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.

angled design give the user maximum leverage and options. www.mueller-kueps.com

OIL FOR COLLECTOR, CLASSIC, RACING

Wakefield Canada announced the launch of Castrol GTX Classic motor oil. The new product has been developed specifically for classic and collector cars and racing applications. GTX Classic

is a high-performance formula for push-rod, flat-tapped engines and performance cam applications. It’s blended with high zinc and phosphorus content to help prevent premature aging, wear and metal fatigue. It also features minimal foaming and high resistance to thermal degradation. It’s compatible with gasoline and alcohol-based fuels and is currently available in the 20W-50 grade.

www.wakefieldcanada.ca

COCKPIT GAUGES

A new line of VDO Cockpit

International GEN II gauges with 26 gauges covering eight different functions is now available. They include 3 3/8” (85mm) speedometers and tachometers as well as 2 1/16” (52mm) voltmeters, oil pressure, gear pressure, water temperature, oil temperature and fuel gauges. The rust-resistant steel housings gauges and are available in dual scale (U.S./Metric) and single scale metric variants. The tachometers feature LCDs along with traditional pointers and are available for generator or magnetic sender feeds. The speedometers are available for 120mph/200kph and 85mph/130kph versions.

www.vdo-instruments.com

WHEEL CHARGER

Clore Automotive has introduced the new Pro-Logix Wheel Charger Model PL3740. It brings versatile service to today’s busy shops, from battery charging and engine starting to battery maintenance and power supply support for a variety of applications. It provides shops with the ability to manage a variety of lead acid battery types, including AGM batteries. It also has charge settings for flooded and AGM/spiral wound batteries to provide each battery charged gets exactly the power it needs.

www.cloreautomotive.com

ENGINE MANAGEMENT SENSORS

Continental announced new knock, cam, and crankshaft sensors to its OE-engineered engine management sensor line. Application coverage Audi A3, A4, A6, A8 Allroad, Q7, RS5, RS7, S6, S7, S8, and TT; BMW Series 1, 2, 3, 4, 5, 6, 7, M Series, X3, X5, X6, Z4, and Z3; Infiniti QX56, Mercedes Benz C230 and SLK 230; Mini Cooper, Countryman, and Paceman; Nissan Altima, Armada, Cube, Frontier, Maxima, NV200; and VW Atlas, Beetle, CC, EOS, Jetta, Golf, Passat, Phaeton, and Touareg. The program covers more than more than 12 million vehicles in operation in Canada and the U.S.

www.continentalaftermarket.com

CARTOONS: