TALKING SHOP
The first annual survey of techs and advisors
WHAT'S INSIDE
YOU CAN’T DO EVERYTHING YOURSELF CONSISTENCY IS KEY AS YOU GROW
INVESTING IN STAFFING STRATEGIES
FUELING PROGRESS: DIVERSIFICATION STRATEGIES FOR MECHANICAL REPAIR GROWTH
WITH THE AUTOMOTIVE repair sector undergoing constant transformation, staying ahead of industry trends is crucial. As electric vehicles (EVs) and advanced diagnostics become standard, mechanical repair shops must adapt by diversifying their services. This strategic shift not only meets the demands of modern vehicles but also positions shops for future success. Imagine a mechanical repair shop that evolves from routine oil changes and engine repairs into a cutting-edge hub. This shop would handle complex EV technologies, perform meticulous diagnostics, and manage advanced driver assistance systems (ADAS). Equally important, it would offer essential services like auto glass repairs. This comprehensive approach ensures that every aspect of a vehicle’s needs—from mechanical adjustments to windshield repairs and sophisticated system calibrations—is fully addressed.
This transformation isn't just about adding services; it's about redefining the role of a mechanical repair shop. A standout
example of this approach is Russell Automotive, which has successfully integrated NOVUS Glass into its offerings, highlighting the critical connection between windshield repair and the growing need for calibration services among today’s vehicles.
RUSSELL AUTOMOTIVE: A MODEL FOR SUCCESS
Located in Hamilton, Ontario, Russell Automotive has built a 33year legacy as a trusted leader in the automotive repair industry. Over the past two-plus decades, they’ve committed to growing alongside the community, always adapting to meet modern needs. As an authorized NAPA Auto Pro dealer, they leverage state-of-the-art equipment and cutting-edge diagnostics to provide personalized service and care.
Their recent integration of NOVUS Glass into their service suite represents a strategic move to enhance business growth and service quality. This forward-thinking approach aligns
"We’ve seen a natural evolution in vehicle technology and services,”
Vice-President of Prime CarCare’s retail brands at Fix Network
with their long-standing dedication to offering customers the highest level of service and transparency.
“We were exploring ways to grow our business, and with the industry’s steady expansion, we knew that broadening our services was essential,” says Jason Russell, owner of Russell Automotive. “ADAS calibrations were a crucial addition to our services, and we saw windshield repair as a complementary service that perfectly aligns with this offering.”
Beyond their technical prowess, Russell Automotive is deeply invested in, and take great pride in their local community. They’ve established a reputation for honest, reliable service, offering everything from routine maintenance to complex engine replacements, all with upfront pricing and clear communication.
THE CRITICAL LINK BETWEEN WINDSHIELD REPAIR AND ADAS CALIBRATION
The growing unsustainability of traditional services like oil changes highlights the need for diversification. As industry experts observe, mechanical centers will see fewer oil changes and internal combustion parts. Shops need to protect and diversify their revenue streams to remain competitive.
As vehicles increasingly rely on ADAS, many of these technologies are integrated into or depend on the windshield. Proper calibration of these components is crucial for maintaining vehicle safety and performance. Misalignment or improper calibration can lead to dangerous consequences, such as inaccurate collision warnings or malfunctioning lane-keeping assist features.
Keeping ADAS calibrations and windshield repairs in-house is vital to ensure the highest standards of service. Relying on external subcontractors can lead to inconsistent quality and potential safety risks, a trend Russell noticed before adopting calibrations and windshield repair into his service offerings.
ADVANTAGES OF ADDING GLASS REPAIR SERVICES
By developing these capabilities in-house, Russell Automotive ensures that both windshield repairs and ADAS calibrations are performed with precision, guaranteeing all systems function safely and correctly.
Adding glass repair services offers several significant advantages. “We’ve seen a natural evolution in vehicle technology and services,” says Zakari Krieger, Vice-President of Prime CarCare’s retail brands at Fix Network. He adds, “Incorporating glass repair allows shops to attract a broader
customer base and offer more comprehensive services. This appeals to customers seeking a one-stop-shop for all their automotive needs and addresses the growing demand for convenience among the next generation of consumers, who increasingly prefer streamlined, integrated solutions.”
During their integration of NOVUS Glass, Russell Automotive overcame any staffing related challenges by hiring individuals with automotive backgrounds and providing extensive training to their current staff. This approach not only addressed initial staffing and resource allocation questions but also fostered a culture of continuous learning within their current staff. One of the key advantages of partnering with Fix Network’s family of leading automotive repair brands is access to their state-of-theart training centers, where technicians are trained on the latest industry standards and technologies by our expert training staff. These facilities ensure that franchisees, like Russell Automotive, are equipped to meet evolving customer needs with the highest level of expertise.
For other auto repair shop owners considering similar expansions, Russell Automotive offers valuable advice: Conduct thorough research and partner with a reputable franchise like NOVUS Glass. Ensuring alignment with trusted business values is crucial for seamless integration and long-term success.
FUTURE OUTLOOK
Looking forward, Russell Automotive is exploring additional services such as computer programming, reprogramming, and reflashing. As technology evolves, these services will represent the future of automotive repair, ensuring that Russell Automotive remains at the forefront of industry trends.
The business’ enduring journey of diversification offers a compelling example for mechanical repair shops aiming to thrive in a competitive market. By expanding their service offerings to include NOVUS Glass and emphasizing the critical connection between windshield repair and calibration, they have not only met growing market demands but also reinforced their commitment to exceptional customer care. This strategic approach positions them as trailblazers in the automotive service industry, well-prepared to embrace future challenges and opportunities.
Tech & Service Advisor Survey | 16
What’s on the mind of your shop’s techs and service advisors? What challenges do they have? What makes them happy? We ask that and more so you can see what's working and how to make your shop better for them
Class Act | 12 Canadore College, North Bay, Ontario
Service Notes | 5 Stepping up our game
Business Coach | 14
The trouble of doing everything yourself
Owner Overview | 22 Are you able to leave the shop for extended periods?
Industry Expertise | 26 Proactive staffing strategies
Publisher | Peter Bulmer (585) 653-6768 peter@turnkey.media
Managing Editor | Adam Malik (647) 988-3800 adam@turnkey.media
Associate Editor | Derek Clouthier
Contributing Writers | Greg Aguilera, Zakari Krieger, Erin Vaughan
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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THE SURPRISING RESULTS OF OUR SURVEY
Technicians and service advisors: They’re happy, well-compensated and want to stay in the industry
That was a surprising line to write.
I’ve sat in on courses and seminars hearing about how technicians in particular are on the brink of leaving our industry. They’re not paid enough, they’re not respected enough, their bodies go through the grinder and no one wants to stick around, let alone enter, the industry because of that.
The narrative often suggests that trades like plumbing, electrical work or HVAC offer higher pay and less strain, drawing technicians away from the auto repair sector thanks to their transferrable skills.
However, according to our latest survey, this assumption doesn’t hold up. The overwhelming majority of technicians and service advisors expressed satisfaction not only with their roles but also with the pay and support they receive from their employers.
In fact, most technicians reported that their compensation is competitive with other middle-class careers, even if it may not reach the levels of some other trades. One respondent commented, “Yes, I’d like to make more money, but our wages are comparable with other middle-class jobs. We are not white-collar workers and shouldn’t be compared to doctors or lawyers.”
This perspective reveals that, while there is always room for improvement, technicians may feel their pay is fair given the nature of their work.
What’s even more striking is how much these professionals enjoy the day-to-day challenges of their job. While physically demanding, many technicians find fulfillment in the problem-solving aspect of auto repair. One shared, “I get relatively immediate satisfaction from knowing whether I was successful in a repair. Doctors and lawyers may take years to achieve the same outcome on a single case, but I know right away if I’ve done a good job.”
This instant feedback is a powerful source of motivation.
The survey also highlights the positive working relationships that technicians and service advisors have with their employers. One technician noted, “My employer treats me well, pays fairly, and keeps the shop equipped with up-to-date tools.”
Perhaps most importantly, the majority of survey respondents indicated that they have no plans to leave the industry. Many said they are looking to stay in the field for as long as possible, despite the physical toll taken and the constant training required to do the job.
The automotive service industry is often portrayed as one in crisis, with high turnover and low job satisfaction. But our survey tells a different story. Technicians and service advisors are not only satisfied with their compensation, but they also value the work they do and feel supported by their employers.
As the industry continues to evolve, this high level of job satisfaction will be a key factor in attracting and retaining skilled workers and ensuring the long-term success of the automotive aftermarket.
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
SO YOU'RE THINKING ABOUT OPENING A SECOND LOCATION
I believe you mean well and want to help our industry, but I strongly disagree with your approach. You suggest your shop is the pinnacle of efficiency, yet you constantly discuss ways to save time. The danger of all hours being billed out is that annoying brake squeals during a post-repair road test, a bad ground causing erratic odd voltage readings or difficult-to-find creaks, knocks or clunks are all frustrating situations that ruin a technician’s efficiency and available billed hours. You believe no one can manage a shop from the bays, but I disagree. Young technicians shouldn’t have to choose between their skills and hiring a manager. We must encourage them to stay in the industry. I’m proof you can do both with minimal management courses and no costly coaching. I proudly own a four-bay shop employing only two technicians, including myself. I have no advisors, no coaches, no managers and no headaches.
Rob Nurse, Bob Nurse Motors
LOSING THE PERSONAL TOUCH
Valid points. Personally, I go out of my way to support my independent, locally-owned parts houses. Pricing is marginally different, and the service is without comparison. And when they are gone, we will surely miss them.
Geoff Walton, Grant Street Garage
HOW FAR BEHIND THE INDUSTRY IS WITH LABOUR RATE
I’ve been an auto technician for over 30 years. I started out making $25/hour. The labour rate for the business was $50/hour. Thirty years later, the average labour rate is around $130/hour. I make $30/hour. A $5 raise in 30 years. It’s no wonder you can’t find new techs.
Brad Taylor, automotive service technician
DEALERS SLOWLY TAKING INDEPENDENT MARKET SHARE
I would like to see this data broken down in a more “per capita” sense. Anecdotally, it feels like independent shops are rapidly disappearing, while new OEM dealerships seem to be popping up everywhere urban sprawl touches. Are the dealers really doing better, or are there just less options for the consumer?.
Geoff Walton, Grant Street Garage
PRICE TAG CONTINUES TO HOLD BACK POTENTIAL EV BUYERS
Do you really think price is the only reason people are not buying EVs? Why does nobody address the severely underdeveloped charging infrastructure? I am sure that plays a big reason to not buy an EV.
Bob Ward, The Auto Guys
THE DISSATISFACTIONS PUSHING TECHS OUT OF THE INDUSTRY
The flat rate pay system creates a tremendous stress on a technician. Basically, hurry-hurry-hurry to make a living. Not focusing on accurate, quality service. It doesn’t benefit the technician or consumer, only manufacturers for warranty repairs.
Bruce Eccles, Eccles Auto Service
WHEN TO KNOW IT’S TIME TO FIRE SOMEONE
Sadly, I did the same thing a few years ago and two of the best techs left after years of service. Never made that mistake again.
Barry Dale, Trinity Repair
I, personally, prioritize success rate over speed or billable hours (to an extent with the latter). While I am not the fastest in my shop, I try to keep my times as close as possible to the quote. If I’m not happy with the final work, I’ll go over the quote time to ensure the repair is sound. Does this make me a poor performer? Does my employer or my colleagues hold different views and therefore question my abilities/ worthiness/contributions to the revenue of the shop?
Stephen Osellame, automotive service technician
WHY THERE’S A ‘SENSE OF URGENCY’ AROUND INDUSTRY CHANGE
We are in a time of transition, shop owners need to keep an open mind, they need to learn what motivate the new generation and adapt the work environment to make it more appealing to them. Just like we did when we first started, they are looking for opportunities to build a future on, and our old ways no longer offer what they are looking for. We need to listen, learn and adapt to the new reality.
Don Millete, Auto Tec Careers
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AUTO VALUE PICKS TOP CANADIAN TECH
JAKE FEHR OF WINKLER, Manitoba, has been named the 2024 Auto Value Technician of the Year.
A technician at Chad’s Auto Repair, an Auto Value Certified Service Center and customer of Piston Ring Service and Supply, Fehr was recognized with the honour during a ceremony in Detroit in July.
In all, 16 technicians from across the United States and Canada competed in the 2024 Auto Value Technician of the Year finalist competition, which was sponsored again by DRiV and Garage Gurus. The competition included a custom Automotive Service Excellence examination and a series of Garage Gurus’ hands-on skills tests.
“I sincerely appreciate the opportunity to be here and the generosity of everyone involved. This has been a phenomenal experience and want to thank the team at Piston Ring Service for their support,” Fehr said in an announcement from Auto Value. “This is such a strong and important program because not only does it honour current professionals, but it sets an example and encourages young talented folks to come join our industry.”
WORLDPAC SOLD TO PRIVATE EQUITY FIRM CARLYLE
WORLDPAC HAS A new owner. Advance Auto Parts announced on Aug. 22 that it has agreed to sell the aftermarket auto parts distributor for $1.5 billion in cash to funds managed by global investment firm Carlyle. The transaction is expected to close before the end of the year.
Worldpac was put on the block in November last year.
“The sale enables our team to sharpen their focus on decisive actions to turn around the Advance blended box business,” Advance president and CEO Shane O’Kelly said in an announcement. “Proceeds from the transaction will provide greater financial flexibility as we continue our strategic and operational review to improve the productivity of the company’s remaining assets and better position the company for future growth and value creation.”
He went on to thank the 5,000-plus members of the Worldpac team over the last 10 years, when Advance acquired Worldpac.
THREE JOBBER STORES in Newfoundland are now part of the VastAuto family.
QUALITY WORK BACKED BY CANADA’S BEST NATION-WIDE WARRANTY
FAST & RELIABLE SERVICE
PREFERRED PRICING
TECHNICAL TIPS FROM INDUSTRY LEADING EXPERTS
The Montreal-based auto parts supplier announced it added three new Parts City Auto Parts company-owned stores. Formerly known as Browne’s Auto Supplies, the stores are located in Mount Pearl, St. John’s and Bay Roberts, Newfoundland.
In the announcement, Mauro Cifelli, president of Vast-Auto, welcomed the new team members to the company, noting it serves as a springboard for the company to expand further in the province.
“The stores will continue to operate at their current addresses and their phone numbers remain the same. The team members are excited to continue to serve their customers’ auto parts needs as members of Parts City Auto Parts,” he added. “Our priority will be to capitalize on our high-quality parts, exceptional product availability, strong distribution network, and outstanding team members to deliver excellent customer service.”
NEW MIDAS CAMPAIGN FOCUSES
ON BAD AUTO REPAIR
MIDAS HAS LAUNCHED a new ad campaign warning vehicle owners about bad service (B.S.) from their auto repair professionals.
The ‘Don’t Put Up With B.S.’ — the B.S. meaning ‘bad service’ — campaign comes after the company surveyed 2,000 people across North America and half of the respondents said they’ve experienced bad service in auto care. Two-thirds reported that they’ve been mistreated in a repair shop at least once — they felt pushed into unneeded services, that they were being ripped off or pressured.
“We know that consumers are fed up with the bad service they experience in the auto care industry, and we’re not shying away from this problem, we’re tackling it head-on,” said Lenny Valentino, Jr., president and chief operating officer of Midas, which has nearly 2,100 franchised and licensed locations in 20 countries. About 1,200 of those locations are in Canada and the U.S.
The company recently rolled out a new training program for franchisees and their employees, outlining how shops can be better partners with customers, provide straightforward information — like what needs fixing now and what can wait — and work together to problem-solve car care solutions.
NEW,
USED PRICES TRENDING ON DIFFERENT PATHS
THE CANADIAN AUTOMOTIVE market has experienced notable shifts in both the used and new car segments as used car prices continue to soften and new car prices eased their upward trend over the last few months.
Starting in the third quarter of 2023, the demand for used cars began to soften year-overyear, the AutoTrader Price Index for June reported. Along with the decrease in demand, an increase in used car supply — credited to strong new car sales and trade-ins — has led to a decline in used car prices. In June 2024, the average used car price dipped by 1.1 per cent from the previous month, settling at $36,342, an 8.3 per cent decrease compared to the same period last year.
That’s a higher decrease than reported by DesRosiers Automotive Consultants, which reported a 4.5 per cent drop in purchase price of passenger vehicles in June 2024 compared to June 2023.
New car prices, meanwhile, have shown stability since the beginning of the second quarter of 2024. Average new car prices in June were $66,807, a 0.8 per cent increase year-over-year.
AutoTrader noted that the stabilization of new car prices is thanks to manufacturers bringing back incentives, including more competitive interest rates, making new vehicles more affordable. In June, AutoTrader reported, interest rates on new car loans dropped to 5.3 per cent, down from 6.2 per cent in November 2023.
And interest rate cuts have helped as well. As more cuts are expected — two or three more
before the end of the year — AutoTrader expects to see a boost in sales in the second half of 2024.
STIGMA STRONG FOR WORKING IN TRADES
GENERATION Z REMAINS hesitant to pursue blue-collar careers due to societal stigmas and misconceptions, according to a new report.
The Annual Blue-Collar Report: Gen Z and the Trades Need Each Other found that Gen Z is wary of blue-collar careers, even as these jobs offer stability and growth. It looked into how Gen Z navigates education and career decisions, highlighting the need to overcome stigmas associated with blue-collar careers. According to the report, 76 per cent of Gen Z respondents agreed that a stigma exists around attending vocational schools instead
of pursuing a traditional four-year university degree. It also noted that many Gen Z members are interested in blue-collar careers but they just don’t realize it yet.
One-third of respondents believe whitecollar jobs are less stable today compared to their parents’ generation, and 41 per cent worry that AI will reduce future job opportunities.
Despite these concerns, Gen Z identified attributes commonly associated with bluecollar jobs, such as flexible work hours (73 per cent), job stability (61 per cent), and overtime pay (58 per cent), as appealing.
More than half (51 per cent) of respondents cited family as the most significant influence on their career decisions, yet 61 per cent said their parents have not discussed vocational school as an option. Furthermore, only 17 per cent reported receiving education on the benefits of vocational training, a figure significantly lower than for bachelor’s degrees, community colleges, military service and entrepreneurship.
From left, Andy Murphy, Ray Proulx, Patty Kettles, Tom Dunlop and Joe Mercanti present the cheque for $10,500 raised during the Automotive Aftermarket Retailers of Ontario and Ontario Aftermarket Division’s annual golf tournament in support of High Fives for Kids. The event was held Sept. 5 at Shelburne Golf & Country Club with 112 registered participants.
Vast-Auto Distribution held its annual golf tournament at the Club de Golf de l’Île de Montréal on Aug. 14. It raised $25,000 for ALS Quebec and Welcome Hall Mission in Montreal.
Proudly brought to you by
CLASS ACT
CARS will regularly feature automotive schools across Canada. In this issue, we learn more about Canadore 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?
Canadore College has over 80 full-time programs with outstanding faculty and student services. Our award-winning professors work with industry to prepare students for the career of their dreams. At Canadore, your training is an experience, whether you are working on a real film set, repairing a plane or working with real patients. The college is a leader in sector development in Ontario in aviation, film and health and wellness.
This is why Canadore is the college of choice for students from around the world. We welcome thousands of students each year and have 70,000 alumni doing great things around the globe. Students come from over 400 Canadian communities and 15 international countries
What unique experiences are available to students?
The Motive Power Technician Program at Canadore College offers a unique and intensive 42-week compressed curriculum that covers a comprehensive range of motive power technology. This accelerated program allows students to complete their two-year diploma in just three semesters within the same academic year, from September to mid-July.
The program is meticulously aligned with the 310S Automotive
Canadore College
North Bay, Ontario
Maria Parra, dean, Faculty of Aviation, Trades, and Technology, Randy Hall, coordinator, Motive Power and Apprenticeship Programs
Apprenticeship and the Commercial Vehicle and Equipment provincial apprenticeship programs. Upon graduation, students will have achieved Levels 1 and 2 of the 310S Automotive Service Technician program, as well as Level 1 of the 310T Truck and Coach Technician, 421A Heavy Duty Equipment Technician, 425A Agricultural Equipment Technician and 282E Powered Lift Truck Technician programs. This extensive training equips students with the skills and qualifications needed to smoothly transition into apprenticeships and succeed in their chosen skilled trade.
How are you preparing today’s students to be tomorrow’s automotive service professionals?
Our students are trained by experienced faculty and support staff, who bring many years of on-the-job expertise to the classroom. By integrating the latest technology, real-world experiences and hands-on lab assignments with late-model vehicles and diagnostic equipment, we ensure a comprehensive learning environment. Additionally, our state-of-the-art simulator training stations further reinforce students' skills. From the start to the end of the program, students are immersed in real-world repair techniques and processes. This focused approach builds knowledge from the basics and progressively advances with each class. In the final two weeks, students gain invaluable real-world experience through work placements at actual dealerships and repair facilities, completing their preparation to become tomorrow’s automotive service professionals.
Why is this an exciting time to be a student in an automotive trade school?
Technological advancements in the automotive industry are occurring at an unprecedented pace, shifting from annual updates to weekly innovations. The next generation of technicians is entering a field that once seemed like science fiction. With new propulsion systems for electric and hybrid vehicles, agricultural equipment that can analyze soil samples while harvesting and autonomous vehicles that rely on satellites as much as road markings, the opportunities are vast and thrilling. The sky is truly the limit for students entering this dynamic and evolving industry.
Stats that put the North American automotive aftermarket into perspective
The first half estimated increase in new vehicle sales in 2024 compared to the same time in 2023. Subcompact SUVs led with a 47.6% increase.
DesRosiers Automotive Consultants
Atlantic Canada saw an increase in vehicle thefts in the first half of 2024 compared to the same time in 2023. Ontario dropped 14%; Quebec went down 36%.
Équité Association
The average cost of a visit to an independent shop rose 4.2% in the last year. A trip to the dealer cost $465, up 7.6%
J.D. Power
10.4% 61% $273 $617.3 billion $6,534 $66,807 11% 62%
Costs to repair
EVs in Canada are higher than ICE vehicles ($4,958), plug-in hybrids ($5,665) and mild hybrids ($5,302).
Mitchell
Average prices for new cars jumped 0.8% year-over-year in June. Meanwhile, used prices dropped 8.3% to $36,342. AutoTrader
Most of Gen Z have not had a conversation with their parents about attending a vocational school and a career in the trades
The number of Canadians unaware that inflation pressure should be measured when tires are cold, increasing to 69% among younger drivers.
Tire and Rubber Association of Canada
The Auto Care industry is expected to grow 5.7% in 2024 after growing 8.6% in 2023. It’s predicted to reach $617.3 billion in 2027.
2025 Auto Care Factbook
Jobber
THE TROUBLE OF DOING EVERYTHING YOURSELF
Running an auto repair shop is a complex and demanding task. Managing employees, staying updated with the latest automotive technologies, ensuring customer satisfaction and handling administrative duties can quickly become overwhelming.
As a business owner, you might feel the pressure to do everything yourself. But is this the best approach?
Taking on too much can lead to burnout and prevent your business from reaching its full potential. Understanding the value of delegation and seeking help can make a significant difference in your shop's success.
THE DRAWBACKS OF DOING IT ALL
While self-reliance and a hands-on approach are admirable qualities, trying to manage every aspect of your shop alone can be counterproductive. Micromanaging can lead to burnout and stifle your team's growth and development.
For instance, if you're spending all your time on administrative tasks or overseeing every repair personally, you might miss out on opportunities to focus on strategic planning and business development. Trusting your employees and allowing them to take on responsibilities can foster a more efficient and motivated workforce.
"Trusting your employees and allowing them to take on responsibilities can foster a more efficient and motivated workforce."
EMBRACING EXPERTISE
Automotive technology is advancing rapidly. Staying current is essential to remain competitive. However, it’s unrealistic to expect one person to be an expert in every area. Hiring specialists or investing in training for your staff can ensure that your shop remains at the forefront of industry developments.
Consider the increasing prevalence of electric and hybrid vehicles. If your expertise lies primarily in traditional internal combustion engines, hiring a technician with experience in newer technologies can broaden your service offerings and demonstrate to customers that your shop can handle modern automotive challenges.
LEVERAGING TECHNOLOGY
In today’s digital age, technology can be a powerful ally for auto repair shops. From CRM (customer relationship management) software to inventory management systems, there are numerous tools available to streamline your operations. However, implementing and maintaining these technologies can be challenging.
Rather than trying to figure out these systems on your own, consider seeking help from IT professionals or consultants. They can assist in setting up and optimizing these tools, allowing you to focus on what you do best: Repairing vehicles and serving your customers.
SEEKING ADVICE AND MENTORSHIP
No matter how experienced you are, there’s always room for growth and learning. Seeking advice from mentors or joining industry associations
What the shop owner who wears multiple hats needs to remember // By Greg Aguilera
can provide valuable insights and help you avoid common pitfalls. Networking with other (forward-thinking) auto repair shop owners can also lead to beneficial partnerships and collaborations.
I often see business owners who are amazing technical people, but they fall into the trap of working with so-called ‘experts’ who ignore the human element and are themselves experts in the process of business, not people.
The cornerstone of leadership is leading yourself — once you unlock this element you can really turn up the heat on the business and have fun doing it. Your team will feel it and come along for the ride too!
THE VALUE OF CUSTOMER FEEDBACK
Your customers are a valuable source of feedback and insight. Encouraging and listening to customer feedback can highlight areas where you need improvement and help you provide better service.
After all, its great to pat yourself on the back for five-star Google reviews — heck some shops even pay for companies to write bogus reviews in their chase for that elusive five-star average rating.
My advice on this is simple: People who complain are trying to tell you something. It's critical that you handle and respond to all reviews, good and bad.
Consumers look for your activity for the low-scoring reviews to see if you are a business that can take feedback and wants to do better — or one that ignores complaints.
RECOGNIZING YOUR LIMITS
Acknowledging that you can’t do everything on your own is not
a sign of weakness but of wisdom. Recognizing your limits allows you to seek out the right help and resources to fill those gaps. This could mean hiring additional staff, investing in training or even seeking external advice.
It’s also important to take care of your well-being. Running an auto repair shop is demanding — burnout is a real risk. Ensure that you have a support system in place. This can come in many forms, from family and partners to a capable team to a network of fellow business owners.
These people can help you manage stress and maintain a healthy work-life balance. But be aware of the ‘advice monsters.’ If you try and listen to all of them you will be pulled in a million different directions with no progress so understanding where you want to be is key here.
CONCLUSION
If you’re trying to do everything yourself, it might be time to reassess your approach. Embracing assistance and expertise from others can significantly benefit your auto repair shop, leading to improved efficiency, customer satisfaction and, ultimately, business success.
TECHNICIAN & SERVICE ADVISOR SURVEY: FACING THE FUTURE OF AUTO REPAIR
Auto repair technicians and service advisors confront new challenges and opportunities in a rapidly evolving industry. We surveyed professionals to understand their views on technology, customer behaviour, and what they need to thrive in their careers // By Adam Malik
Auto repair technicians and service advisors are the lifeblood of the automotive service industry. As the technological and customer service landscape evolves, so too do their roles.
Today, they grapple with increasingly complex vehicle systems, the growing expectations of informed (and sometimes misinformed) customers and the pressure to continuously upskill.
Technicians and service advisors also see where the challenges lie in the business — by working day in and day out in the bays and at the service counter, they can see the unique issues holding the business back and the successes that need to be celebrated.
To understand their perspective, CARS magazine conducted a survey of these professionals to paint a detailed picture of the challenges they face, the aspects of their jobs that bring them satisfaction what they need from employers and partners to succeed and more. We asked general questions of both groups and also had some specific questions just for techs and advisors.
The hope here is that shop owners will be able to review the
findings with the understanding that these responses were provided anonymously and possibly more honestly than if these questions were asked directly to their staff. Ideally, shop leaders can take it as direction for where improvements could be made and where they can build on things that work well.
Of note, we asked the same question we ask of shop owners, jobber store owners and counterpros: What’s most important in the jobber/ shop relationship? Techs and advisors answered similarly as their shop owners: Availability (64 per cent).
They like their job
The overwhelming majority (82 per cent) of technicians and service advisors said they at least like their job. Most respondents (45.5 per cent) said they love their job.
“Great owner support, great hours. Most fulfilling is when rare parts are found and repairs are done on time and within quote,” one respondent highlighted.
“I get the relatively immediate satisfaction of knowing whether or
I love it
How is the work environment? Do you feel respected/ supported by your employer and supervisor?
not I was successful at a repair,” said another. “Doctors and lawyers may take years before achieving the same on a single case.”
And while others praised their employer for a great working environment, they also pointed to challenges in getting customers to understand the work they do.
“Educating people about their cars, the maintenance required to keep them going, explaining required repairs and what can wait,” one explained as an area that needs improvement.
One echoed this sentiment and noted that when customers have unrealistic expectations, rather than pushing back, shop leadership will add pressure on staff to get the job done in the customers’ desired, yet “unreasonable” time frame.
“What could improve is the customers' understanding that the jobs take time and often we are booking several days out,” they added.
And for one, they summed up the job like this: “It's a tough industry to stay with your whole life. It's a roller coaster of emotions. Super highs and super lows. You have to ride with the punches, stay focused and remain calm. But grass is not greener on the other side. Every occupation has its hurdles.”
But things can change for the better. When asked what could be improved, the answers ranged from more respect from male customers towards female staff to heating in the winter and air conditioning and the summer, tool allowances and medical benefits.
They feel respected, too — more than 90 per cent said so.
“What I like about the employer is that he treats the crew fairly. When something goes wrong it is addressed, corrected and moved on,” one respondent explained. “The employer is good a creating work and ensuring there is a place to come to work to.”
Compensation
To hear some experts tell it, the automotive aftermarket is drastically underpaying technicians and service advisors. Low labour rates don’t allow for growth of the shop, nor attracting talent.
But when we put the question of compensation to our readers, 91 per cent said that they’re paid fairly for the work they do.
“I get paid flat rate. As my productivity is high, I can earn approximately 1.5 times my hourly wage on a regular basis, working overtime is available, and even more lucrative,” one respondent explained.
Do you feel you are paid fairly for the work you do? Do you feel you have the training you need to do your job effectively?
Another was more or less apathetic: “The pay is what it is. Yes, I would like to make more money but, at the end of the day, our wages are comparable with middle-class working jobs. We are not whitecollar workers and should never and will never be compared with doctors or lawyers.”
Another felt they were paid fairly by their employer for the work they do, based on their ability to handle the load.
“The employer is open to change in the wage if needed. If the gap is present, they try to shorten the distance between expected wage and actual wage. If there is a large gap that cannot be closed, then a change may be needed,” they commented.
Service advisor insights
We asked a series of rapid-fire questions to service advisors to get their thoughts on certain topics.
All said they understand how to book the schedule for maximum productivity as well as how to gather the best information to ensure a technician can diagnose a vehicle effectively. All algo agreed that they have enough education on vehicle service to effectively advise clients.
One question where there wasn’t universal agreement was on booking the customer’s next service appointment. A minority (43 per cent) said they do while the rest (57 per cent) said they don’t.
Another was on effectively qualifying clients The majority here (57 per cent) said they have been given the education to do so while the rest said no.
When asked to further comment, advisors praised their shop.
“I feel we are generally doing well, we certainly have become more picky when choosing the work that comes in and the customers we want to work with,” one advisor explained.
Others highlighted that their customer service is tops, training courses have helped — along with years of experience doing the job — and they’ve implemented tools like reminders for appointments and for annual safety inspections.
Technician insights
A series of rapid-fire questions were given to technicians as well. And the results may come as a surprise as they go against what some may see as issues in the industry.
When asked if they have enough training to do their job effectively, more than seven in 10 (71 per cent) agreed with the remaining 29 per cent saying no.
The overwhelming majority (86 per cent) said they have the tools in place to do their job effectively.
“I have most of the tools needed to do the physical work, but access to OEM-level diagnostic systems is often prohibitively expensive for a tech, especially in an all-makes shop,” one technician commented. “A tech may need more than one diagnostic tool platform. Shops should bear some of that cost.”
And all agreed that their employer shares the expectations of the job with them.
The one area where there was some disagreement was when asked if they were given enough time to properly diagnose a vehicle — 57 said yes, 43 said no.
The job of a technician and the role of a shop owner is a tough balancing act, one pointed out.
“If we charged accordingly for our time and got paid what we as technicians are worth, we would have no work because the cost of keeping a used vehicle on the road would be far more costly than
Do you have a thorough understanding of how to book the schedule for maximum productivity?
Does the shop you work at book the client's next appointment at the end of each service?
Yes No
Do you have the tools you need to do your job effectively?
leasing or trading in every three years,” one tech observed.
They further explained that costs have to be down and wages suppressed for consumers to keep their cars as long as possible. “This way, we make more money over a longer period of time. It just is the way it is. We do not have to fix every repair on every make and model vehicle. We as technicians should be able to pick and choose our battles.”
Committed to the profession
For 82 per cent of respondents, both techs and advisors, they plan to stay in this industry for as long as they can.
For virtually all respondents, it would be a physical issue that would take them away from them job.
“Wear and tear on my body. The older I get the longer it takes to lumber up at the start of the day,” one pointed out.
Another said they would be pushed out because of the lack of respect shown by men to women. “Losing my patience with men who don't respect a women in the automotive industry,” they wrote.
Another pointed to a variety of reasons. “There are many factors to consider such as employers, customers, the tools needed for basic jobs, the stress caused by the demands of the industry, the loss of the technicians in the field and that causes a vicious circle of overwork.”
Under pressure
For many technicians, the most fulfilling aspect of the job is solving difficult problems. One respondent shared, “I get immediate satisfaction when I see a repair succeed. It’s rewarding to know I’ve made a difference in someone's day.”
Do you see yourself continuing this trade for the rest of your career future? Yes No
But there’s mounting pressure on them. This is compounded by the rapid pace of technological change in the industry. Keeping up with technology (54.5 per cent) was picked as the top challenge for techs and advisors at work.
One lamented that they’re too far behind the learning curve at the start of each day and it’s difficult to learn as you go.
Another listed everything noted above plus module reprogramming and flashing, theft deterrent systems, CAN bus diagnostics as new tasks to learn.
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“Every job is time-consuming, learning how systems work,” they said. “No one can know everything there is to know on every make and model car. It is impossible to get paid for the amount of time learning all this technology.”
Another noted that training is out there — it’s just a matter of finding the time.
“Specific issue I regularly notice is the amount of work to do,” they explained. We are consistently booked 3-4 days out and have more work to do in a day than what seems possible. This is a challenge to keep the jobs moving forward at times.
Concerns about the future
As more advanced systems like ADAS (advanced driver assistance systems), electric vehicles and hybrid vehicles enter the market, technicians must continuously learn and adapt. This is a concern for both groups.
While some are excited about the opportunities that new technologies bring, others worry about the costs associated with staying current. One technician predicted that “this spells the end of the mom-and-pop shop. You need to be at a certain size to afford the tooling and training required for the new technologies.”
Another said they just can’t keep up and they’re frustrated.
“All items will be slowly implemented. Don't have to fix every repair out of the gate. By the time we figure out and get good at repairing something it’s no longer present and moving on to the next technology. This job is not easy and not for the faint at heart,” they said.
We asked: If you could give advice to your employer to make your job easier, more enjoyable or improve in anyway, what would you tell them?
They said:
− Constant pressure and every job being a ‘red flag, rush-rush’ is not the way to get the best work from your good people. It's like the boy who cried wolf: If every single job is a rush then, effectively, no jobs are a rush.
− Communication is important to grow as a team, and we all need to slow down and enjoy the day when possible.
− Listen to the market, listen to clients and listen to staff.
− Cleaner, brighter shop with better ventilation.
− Regular performance reviews and raises.
− Just do your best.
QUALITY THE PROS COUNT ON.
Onthe Road
AARO Training & Trade Show
September 12-14, 2024
Mississauga, Ontario
Members of the Automotive Aftermarket Retailers of Ontario got up close with key management and technical training. Day 1 featured shop coaches Alan Beech and Murray Voth discussing various business trends and how to more effectively run their shops. Aftermarket podcaster Carm Capriotto, who recorded episodes during the show, gave opening remarks prior to the opening of the trade show portion, which allowed attendees to meet with suppliers, vendors and other aftermarket businesses. The following two days featured technical training from Scott Shotten and Brenden Steckler.
See the event reel on Instagram
Onthe Road
Automechanika Frankfurt
September 10-14, 2024
Frankfurt, Germany
Automechanika Frankfurt welcomed 4,200 companies from 80 countries for its bi-annual event in Germany. Attendees took in the very latest product and innovation solutions for retail outlets and shops. With 26 halls and 172 countries represented, visitors were able not only to view the latest technologies but also try some of them out themselves in the outdoor exhibition area. Top trends discussed this year were electrification, vehicle connectivity, driver assistance systems and digitalization.
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In part two of this three-part series exploring business expansion, we look at the ability for the shop to run with the owner away //
By Erin Vaughan
To be able to do the work of setting up another shop, you need to have the freedom to leave the first one. There are a multitude of things that will need to happen to get another shop up and running: building and training a new team, coordinating building renovations, ordering and installing equipment, paperwork, paperwork and more paperwork. You need to make sure your current team can handle the day-to-day operations without you, and there’s only one way to do that: Systems.
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Over the past year, my team and I have been building the infrastructure required to multiply Kinetic. We have built a detailed operations manual that lays out how each role performs their daily tasks. Along with daily operations, we have built multiple systems for yearly, quarterly, monthly and weekly tasks in the areas of management, human resources, marketing and finance. As well, we have created a policy manual and are in the process of completing training manuals for all positions.
Having these manuals in place provides my team with the resources and training required to do their jobs, the rules they are expected to follow and the recourse if they are unwilling to be a productive and positive member of the team.
The process of building this infrastructure has been a ton of work, but it gave my team the opportunity to decide the best way to deliver an excellent client experience, while ensuring everyone is excelling in their roles. This creates consistency in the way we work through the day and in the way we interact as a team.
As a bonus, because everyone had input and agreed that the processes decided upon were the best way to do their jobs, my team immediately started to follow the processes as designed without any pushback.
Before these systems were documented my shop could run without me, as I have a great team that provides an excellent client experience. The major difference that I have noticed with having these systems and processes documented is that we have created consistency in how we deliver our service. The advisors are scheduling appointments in the same way, the techs are performing DVIs in the same way, the advisors estimate and deliver the inspection results in the same way
and our clients receive communication about their vehicle’s needs in the same way.
Consistency allows the small day-to-day tasks to be done with minimal effort, which saves time and increases the shop's productivity and profits.
Once you and your team have documented your daily tasks and everyone knows what their role requires them to do, take a few days off and let your team run the shop. Yes, this is scary but trust your team — they built this with you so give them the opportunity to make you proud.
If there are any issues, update your processes and try again. Do this until you can take a month off without any phone calls from your team asking you to solve a problem — if they can solve the problems on their own while ensuring sales goals are being met, you will be able to start, train and empower a whole new team at shop number two.
In the next issue, I will discuss the two roads you can take to becoming a multi-shop owner — building or buying.
If you need information about building systems and processes, I recommend reading Systemology by David Jenyns. He outlines the steps required to systemize your business and has created a program called SystemHUB to store all of your systems, policies and training in one place.
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Erin Vaughan is the owner of Kinetic Auto Service in Regina.
PROACTIVE STAFFING STRATEGIES
Here’s where you need to make the right investments to stay ahead of your talent challenges
//
By Zakari Krieger
Managing staffing needs in today’s highly competitive automotive aftermarket labour market is no easy task. It requires a well-rounded strategy that addresses the needs of the business and its people. Similar approaches are necessary to ensure the recruitment and retention of top-tier talent, including skilled technicians, service
advisors, and branch managers, whether in a corporate environment or within a franchise structure. With competition growing not only among independent shops but also from dealerships and other automotive service providers, it’s more important than ever to have the right people in place to ensure success.
The challenge begins with turnover and the ongoing search for
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individuals who can optimize a location’s performance. Finding and keeping the right people is a constant struggle, especially given the scarcity of skilled trades in the automotive aftermarket. This shortage is further compounded by an aging workforce, as many experienced technicians are nearing retirement. The influx of younger talent hasn’t been enough to meet demand, making it essential for businesses to focus on long-term strategies for both recruitment and retention.
However, the solution lies in consistent investment — not just in the latest equipment and technology, but also in the environment and development of the people who work there. A well-maintained, modern workplace equipped with the right tools fosters pride and productivity. For instance, shops that invest in clean, well-organized spaces and high-quality equipment often experience greater job satisfaction among employees. Technicians are able to perform their tasks more efficiently, which enhances the overall shop performance.
Equally important is creating a supportive work culture, where employees feel valued and are offered competitive compensation packages, continuous training, and opportunities for growth. This kind of workplace fosters loyalty and reduces the likelihood of employees leaving for competitors. It’s also essential to stay competitive in terms of pay, benefits, and work-life balance, which have become crucial factors for today’s workforce, particularly for younger employees.
This approach not only helps attract the best talent but also enhances retention. When employees feel supported and engaged in their work environment, they are more likely to deliver exceptional customer service, which directly impacts the success of the business.
It’s a simple equation: happy, motivated staff lead to satisfied customers, which drives business growth and customer loyalty.
Despite this, the work is never done. There is always room to improve the ways we engage and develop our people. Whether it’s refining training programs or rethinking incentive structures, the goal is to create an environment where employees can thrive. It’s about staying adaptable and responsive to the needs of the workforce in a fast-evolving industry.
This mindset is just as important when working with franchisees, where the focus should be on collaboration and coaching. By helping franchise partners improve their processes and work environments, they too can attract and retain talent, driving their business forward.
Ultimately, people are the most important asset in the automotive aftermarket. They possess the skills and knowledge that keep the industry running, and if they are given the right environment and support, business success will follow. Investing in people and the environment to support them are, in my opinion, the smartest investments any automotive service professional business can make.
As the industry continues to evolve with new technologies, the demand for skilled talent will only increase, making it even more critical to invest in workforce development.
COUNTER-HOLDING WRENCH KIT
Mueller-Kueps has released the 431 030 Special CounterHolding Wrench Kit. It helps with accessing hard-to-reach nuts on a vehicle's strut mounting plate. It features a 13mm and 14mm wrench with both a sixand eight-point for connections that require a specialized tool. Designed to counter-hold the nut in place after it has broken loose due to rust, this tool prevents the nut from spinning. This kit is particularly suitable for VW vehicles where it can be difficult to access the strut mounting plate connections.
www.mueller-kueps.com
F-150 CATBACK EXHAUST
Thermal R&D Exhaust Performance has unveiled a catback exhaust system for 2021 and newer Ford F-150 trucks equipped with 5.0L V8 engines. The system features a deep, aggressive exhaust not. With multiple exhaust tip options the exhaust system is engineered to enhance the sound, appearance and performance of the F-150. It comes with a three-inch Mandrel Bent Tubing for maximum exhaust flow, boosting horsepower and torque, two finish options (polished or black ceramic coated) and dual tip or larger single tip options.
www.thermalrd.com
BAYWATCH
PORSCHE DAMPERS
Revised KW V3 Classic Dampers for Porsche 911 (F Body) are now available for all engine variants and model years from KW Automotive.
Featuring adjustable compression and rebound, these dampers boast forged spindles, making them ideal restoration companions. Furthermore, original torsion bars can be retained, adjusting the lowering achieved by the usual air-cooled Porsche (F Body, G Body) method of turning the bars.
The KW V3 Classic dampers for the classic Porsche 911 can also be adjusted separately in the low-speed compression and low-speed rebound stages. This allows the preset basic setup to be further fine-tuned individually. www.kwsuspensions.net
AIR PURIFIER
SKF has partnered with CabinAir to launch the SKF Smart Air Purification System in the automotive aftermarket, enhancing in-cabin air quality for a healthier, safer driving experience. This system removes over ten times the pollutants compared to traditional methods, efficiently capturing ultrafine particles, viruses, and bacteria. It combines active particle charging with mechanical filtration, outperforming conventional passive systems. The system also integrates with the Nordzone™ app for real-time air quality monitoring, ensuring a healthier ride and reducing the risk of virus transmission among passengers. www.vehicleaftermarket.skf.com
CHASSIS, WHEEL END AND CONTROL ARM
Mevotech has added 237 new part numbers, including 36 aftermarket firsts. Highlights include front L/R upper control arm for 2021-2023 Ford F-150s, 2022-2023 Ford Lightnings and 2021-2023 Ford Broncos. A front L/R lower is now available for 2019-2023 Chevrolet Silverado 1500s & 2019-2023 GMC Sierra 1500s. There are also additional applications for 2023-2021 Cadillac Escalades, 2023-2021 Cadillac Escalade ESVs, 20232021 Chevrolet Suburbans, 2023-2021 Chevrolet Tahoes, 2023-2021 GMC Yukons and 2023-2021 GMC Yukon XLs. www.mevotech.com
SEAL PULLER
ProMaxx Tool has introduced the Ford Power Stroke 6.7L Fuel Injector Copper Compression Seal Puller and Seal Saver ProKit. The tool helps technicians to quickly remove seals from the head effortlessly and securely. The Seal Saver, an integral part of the kit, acts as a safeguard, preventing the seal from inadvertently dropping down into the valve cover valley. This streamlines the extraction process and eliminates the need for three-plus hours of labour to retrieve a dropped seal. www.promaxxtool.com
A Leader in Fuel Management
Delphi is driven to apply its OE expertise and technological leadership to engineer each fuel module with stringent standards that deliver the highest level of performance.
With over 85,000+ applications, you can install Delphi parts with confidence.
