Canadian Technician May 2008

MAY 2008

THERE ARE

No SIMPLE Jobs Canadian Mail Sales Product Agreement #40063170 Registration 10833. Return postage guaranteed. Newcom Business Media Inc., 451 Attwell Drive, Toronto, ON M9W 5C4

What to do when a ‘freebie’ turns into a nightmare

ALSO:

■ Marketing oil: getting the point across ■ The new rules about hybrid brake jobs ■ Understanding variable speed fuel pumps

www.canadiantechnician.ca

You don’t have to be the biggest to be the baddest. At less than 5 lbs., the 1/2" drive MG725 delivers a best-in-class 1190 ft. lbs. of bolt breakaway torque. The lightweight magnesium housing provides unparalleled comfort and control. And since it is only one piece, it assures that internal components will stay in precise alignment, making the MG725 as durable as it is powerful.

Never compromise. Contact your Snap-on Franchisee or visit www.snapon.com

Snap-on and There is a Difference are trademarks of Snap-on Incorporated. Copyright Š2008 Snap-on Incorporated. All rights reserved.

MAY 2008

VOL. 13 NO. 4

Departments Editorial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .5 Letters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6 Reader Rides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6 Out & About . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9 EyeSpy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10 Product Central . . . . . . . . . . . . . . . . . . . . . . . . . . . .31 Auto Puzzle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .36 Ad Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .37

Columnists

9

20

Management S.O.S. . . . . . . . . . . . . . . . . . . . .14

By Kelly Bennett The Greenwood Report . . . . . . . . . . . . . . . . .17

By Bob Greenwood The Car Side . . . . . . . . . . . . . . . . . . . . . . . . . . .38

By Rick Cogbill

Features A Question of Ethics . . . . . . . . . . . . . . . .20 The job seemed simple enough, and you were feeling generous so you agreed to do it for free. But it’s turned into a nightmare. What do you do now?

25

Underhood Diagnostics . . . . . . . . . . . .23 Emissions standards have prompted many vehicle changes, including variable-speed fuel pumps, which arrived with relatively little fanfare. Here’s a primer.

Marketing Motor Oil . . . . . . . . . . . . . . . .26 How often motorists should change their oil, how often they say they change their oil, and the actual average oil-change interval are three very different things!

Hybrid Brakes . . . . . . . . . . . . . . . . . . . . . .28 You’ll need some special techniques to inspect the braking systems on hybrid vehicles, but the job’s not really all that complicated. And it will even prove to be profitable.

28

Editorial VOLUME 13

NUMBER 4

More boots on the ground

PUBLISHER Mark Vreugdenhil mark@canadiantechnician.ca (416) 614-5819

We need to put the right people in place to grow our businesses and secure our futures.

EDITOR / ASSOCIATE PUBLISHER Allan Janssen ajanssen@canadiantechnician.ca (416) 614-5814 NATIONAL SALES MANAGER Martyn Johns mjohns@newcom.ca 416 614-5826 REGIONAL SALES MANAGER Delon Rashid delon@canadiantechnician.ca 416 614-5829 CIRCULATION MANAGER Lilianna Kantor lkantor@canadiantechnician.ca (416) 614-5815 DESIGN & PRODUCTION Tim Norton production@canadiantechnician.ca (416) 614-5810 CONTRIBUTORS Kelly Bennett, Rick Cogbill, Larry Dickison, Will Enns, Bob Greenwood and Claire Newman DIRECTOR, QUEBEC OPERATIONS Joe Glionna PRESIDENT Jim Glionna PUBLISHED BY Newcom Business Media 451 Attwell Drive Toronto, Ontario M9W 5C4 Canadian Technician is published monthly except for January and July by Newcom Business Media, Inc., 451 Attwell Drive, Toronto, ON M9W 5C4. The magazine serves the Canadian automotive repair and service industry. Subscriptions are free to those who meet the criteria. For others: single copy price: $5.30; one-year subscription in Canada: $35.70 ($34.00 plus $1.70 GST); one-year subscription in U.S.: US$40; one-year subscription in all other countries: US$65. Copyright 2008. All rights reserved. The contents of this publication may not be reproduced by any means, in whole or in part, without prior written consent of the publisher. The advertiser agrees to protect the publisher against legal action based upon libelous or inaccurate statements, unauthorized use of photographs, or other material in connection with advertisements placed in Canadian Technician. The publisher reserves the right to refuse any advertising which in his opinion is misleading, scatological, or in poor taste. Postmaster: Send address changes to Canadian Technician, 451 Attwell Drive, Toronto, ON, M9W 5C4. Printed in Canada. Second class mail: Postage paid at Toronto. Canadian Publications Mail Sales Agreement #40063170. ISSN 1710-7644.

We acknowledge the financial support of the Government of Canada through the Publications Assistance Program toward our mailing costs. PAP Registration No.10833.

Kenneth R. Wilson Award Winner Member

Canadian Business Press

“No Simple Jobs”

By Will Enns Phone: 250 / 404-0411 www.canadiantechnician.ca/covers MAY 2008

By Allan Janssen

L

ieutenant-General Walter Natynczyk could have asked for tanks or humvees or flak jackets. He could have asked for updated weaponry or munitions. He could even have asked for helicopters. (We almost expected him to ask for helicopters.)

But when he was asked, at the AIA’s recent Automotive Conference for Executives, what the Canadian military needs most to do the challenging work it is asked to do in the world’s hot spots, he said people.

He didn’t hesitate and he didn’t blink.

“We need people,” he told the leaders of the aftermarket’s biggest manufacturing and distribution companies.

“Isn’t that what you’re looking for too? Isn’t that what we all need?”

He’s absolutely right.

Everyone’s looking for more boots on the ground.

Human resource issues have been climbing steadily on the priority lists of repair shops for years. And for good reason. It’s a seller’s market when it comes to labor. Consumers are demanding ever-better service, convenience, and competency.

And with new vehicle technology constantly being introduced, we need the best and the brightest to ensure we can fix today’s fleet of cars, let alone tomorrow’s.

So the most progressive shop owners among us are shoring up their businesses with more comfortable working conditions, more flexible schedules, improved benefits packages, and more frequent training sessions. They’re doing whatever they have to do to retain their best people.

And, above all, they never stop recruiting.

They’re always looking for new talent.

Even raw, undeveloped talent that they can adopt and nurture.

It’s tough. But some of you out there are

getting creative about this new business challenge.

One shop owner I spoke to recently has started a car club that meets regularly at his shop. He put some notices up in the local high schools, inviting motor heads to learn about the latest trends in modifying cars. He came up with 12 subjects to spread out over a year, and at each meeting he sets up a car for a hands-on demonstration. It’s informal and fun. Kids eat that stuff up! And when the stars emerge from the group, he starts talking to them about a career in automotive repair and service.

I know another shop owner who devised an assembly puzzle using automotive parts that requires at least some natural ability for taking things apart and putting them back in the right order. He sets it up at community events as a fun challenge or a fundraiser of sorts.

Not only is it good exposure for his shop, but once in a while he spots a young kid with a real flair for mechanics.

Lt.-Gen. Natynczyk has it right. More and better equipment is not the real challenge – not in his field nor in ours. The real challenge is finding the right people to carry our missions (or our businesses) forward.

We need to find the most promising apprentices and journeymen to grow our businesses and secure our futures. We need people to take some of the load off our shoulders. We need the best and the brightest to help drum up new business, and solidify our reputations for quality service.

Isn’t that what we’re all looking for?

Sir! Yes sir!

You can reach me at 416-614-5814. Or e-mail me at ajanssen@canadiantechnician.ca.

CANADIAN TECHNICIAN 5

LARRY DICKISON

LETTERS Techs can safety motorcycles, but not necessarily fix them RE: Bikes in the bay, February 2008 I attended a recent information evening hosted by Ontario’s Ministry of Transportation. The question of motorcycle safeties was raised and the official answer given was that a 310-S technician can inspect and write safeties for a motorcycles, but cannot work on them. The way it was explained to me is that a safety inspection certificate can be issued by a 310-S, but to work on, repair, or maintain a motorcycle you require a 310-G license.

As a motorcycle enthusiast, I enjoy working on bikes, but I would echo Claire’s remarks that if you’re not comfortable, you should decline the job – just as you should if you’re uncomfortable working on a make or model of vehicle you’re unfamiliar with.

P.S. Congratulations on your 100th issue! We always look forward to receiving the magazine. Keep up the good work, Brian Madeley Madeley Automotive Diagnostics Kingston, ON Good catch, Brian. You're correct. In Ontario, the Ministry of Transportation (via the Highway Traffic Act), says an Automotive Service Technician may perform a safety standards inspection on a motorcycle, but may not test ride it without an M (or M1, or M2) driver’s license. However, the Ministry of

Training says it’s a restricted trade and you have to have a 310G license to work on motorcycles—and a 310S license to work on cars. And the Ministry of Labor enforces those rules. Clear as mud? The main point is not to let yourself be bullied into working on anything you’re not comfortable with. Thanks for catching that and clearing it up.

— Claire Newman

Congratulations on 10 years of antics on The Car Side!

RE: A Stranger’s Fiction, April 2008 I just finished reading Rick Cogbill’s latest Car Side column and I agree that 10 years of coming up with entertaining and interesting stories deserves acknowledgement. I have to tell you that when the latest issue of Canadian Technician arrives, I always read the front and back columns

first. Rick’s stories are always entertaining and Allan’s editorials are always insightful. When I've read both of them I go through the rest of the magazine cover to cover. Keep up the great work.

Allan Haberman Technical Training Specialist Blue Streak-Hygrade Motor Products Winnipeg, MB

Love the Car Side RE: A Stranger’s Fiction I’d like to thank Rick Cogbill for writing the Car Side for so many years. It’s definitely a favorite around our coffee counter… but it has also started some fights about who gets to read it first!

Congratulations on 10 great years.

Curtis Greve Greve’s Garage Lanigan, SK

RIDES

Reader

This 1974 Corvette Stingray (nicknamed Bettie) is on fire with a 454 big block, modified to put out 375 hp and 483 ft-lb of torque.Tina Boisvert of Boisvert Service Garage worked on the restoration job with her brother and completed the project in the fall of 2005.Tina predicts that “With original leather interior and an amazing paint job, Bettie is going to turn heads at car shows this year!”

You can see more “Reader Rides” on our web site at www.canadiantechnician.ca. And if you have a photo of your hot ride, feel free to send it in.We’ll put it up!

6 CANADIAN TECHNICIAN

MAY 2008

Š2008 Tenneco

BELTS FRAY, TIRES BALD, SHOCKS REACH 80,000 KM.

People know that shocks affect the comfort of a ride, but many don’t realize they affect the safety too. Be sure to recommend that your customers change their shocks at 80,000* kilometres to improve the steering, stopping, and stability of their vehicles. monroe.com

* Actual mileage may vary depending upon driver ability, vehicle type, and the type of driving and road conditions.

Robinair gives you a choice in AC Recovery Machines

The Choice is Up To You! 34288 (Manual)

34788 (Automatic)

Comes with no charge database part #34411

Robinair Leads the Way in J-2788 Compliance:

Only Robinair offers a choice of two SAE J-2788 compliant AC Recovery/Recycle/ Recharge machines—there’s a RRR unit just right for your shop. Our new 34288 combines simple manual operation with superior accuracy. Our popular 34788 provides programmable fully automatic functions— just set it and walk away. Both units let you recover 95% or more refrigerant faster with greater charge accuracy (± 1/2 oz.). This means it will cost you less to recharge the system while minimizing dreaded come-backs. In a word—faster, more efficient A/C service means more “green” for your shop’s bottom line. So, you decide— 34288 or 34788—both comply with the new J-2788 standard and help you make money in the process.

Robinair – it’s what you’ve come to expect from the leader.

©2008 SPX. Robinair is a registered trademark of SPX.

• Semi-automatic or Programmable Fully Automatic Functions • Recover 95% or more refrigerant (20% better than other units) • Charge accuracy to ± 1/2 oz.

• Eliminates cross contamination between traditional and hybrid vehicle A/C systems • Large user display • Advanced monitoring of filter life • Can pay for itself in 4-months or less

www.Robinair.com Find out more about the new SAE standard and the Robinair 34288 or 34788.

Call 1-800-533-6127.

Out

&About

Contest win leads to major shop clean-up Owner says business is improving as shop looks more professional, inviting.

D

aniel Hornea knew his Windsor, Ont. shop needed some improvements.

But even he was a little surprised to learn that judges in a national competition had named his shop the ugliest in Canada.

International Automotive Repair and Services won over $26,000 in upgrades, thanks to Castrol’s Pimp Your Garage contest.

The contest invited shop owners across the country to make a case for why their shop is most in need of a facelift.

According to John Morris of Marcovitch Public Relations, the company that administered the contest, Daniel’s letter pushed all the right buttons. Not only did he know the kind of changes that had to be made to his shop, but he came across as ambitious and forward-thinking.

Daniel, who has owned the shop for only seven months, won custom signs, uniforms, work gloves and boots, fluid-handling equipment, racks, stools, posters, plenty of Castrol-branded products, and the services of a professional business consultant.

He found out about the Pimp Your Garage contest while investigating the Castrol brand, and finding out how to ally

Speedy acquires Minute Muffler chain Speedy Corporation has announced the strategic acquisition of the brand and assets of Albertabased Minute Muffler group – a chain of whileyou-wait muffler and automotive repair shops located across Canada, operating under the name Minute Muffler. Speedy Corporation, owner and operator of the Speedy Auto Service franchise network, has purchased all 91 Minute Muffler franchises, and will operate the company under the new name Minute Corporation. The combined network will comprise 156 automotive repair shops.

CARQUEST introduces hybrid vehicle e-learning program CARQUEST Technical Institute (CTI), has launched a new hybrid vehicle e-course for professional technicians. The course introduces the concept of hybrid vehicles, related technologies, specific tools needed, and the types of people who purchase hybrids. Hybrid vehicles are one of the fastest growing segments of new car sales and the trend is expected to continue. CTI introduced hybrid instructor-led courses last year. For more information, visit CARQUEST.com/CTI.

Daniel Hornea in front of his shop.

his small shop with Castrol lubricants.

“Oil changes are key to customer development,” says Daniel, “so we have put our energy into providing top quality.” In the past six months, his shop has gone from doing about 45 oil changes a week, to between 80 and 100. On top of that, as much as 20% of that business involves other mechanical work as well, so he says his shop is getting busier week by week.

“We can add another bay behind the first, and dedicate it exclusively to oil changes,” he says.

Daniel believes winning the contest has helped his shop acquire much-needed curb appeal, and the good service he and his techs offer is helping to create a solid reputation in town.

Women customers took over Bruce Eccles’ Dundas, Ont. repair shop this spring. Participants in his second annual “Ladies Car Care Clinic” got a chance to roll up their sleeves and get their hands dirty checking oil levels and tire pressures, and finding out how diagnostic tools and equipment work. The event was led by Be Car Care Aware campaign spokesperson, Kelly Williams, a former race driver. At the end of the evening the Ladies all left with a goody bag and a head full of new knowledge about their vehicles.“Events like this are the perfect way to educate your customers and make sure they understand the importance of preventive maintenance,” says Eccles.

MAY 2008

Supplier News

Travelers and Mister Transmission develop new finance option Travelers Acceptance Corporation and Mister Transmission have unveiled a strategic partnership to provide Canadian motorists with enhanced consumer finance payment options.

Financing, offered under Travelers Automotive Aftermarket Finance program, provides for onthe-spot consumer loans for automotive servicing nationwide at more than 80 franchised Mister Transmission locations. The program was developed to address today’s trend for Canadians to keep their vehicles longer as a hedge against inflation.

New Cherry Bomb site offers consumers in-depth information Cherry Bomb has flipped the switch on its all new social community website, www.cherrybomb.com, complete with video, sound, and sharp graphics.

The new, highly functional site is designed to give users all of the information they need to purchase the right system for their vehicle including hp and torque readings, sound, available sizes and more.

KYB names new sales director Paul Kratzer has been promoted to director of sales at KYB America. As director of sales, Kratzer is now responsible for KYB’s aftermarket sales throughout the United States. He was the Addison, IL-based company’s western region director.

CANADIAN TECHNICIAN 9

Supplier News

OUT & ABOUT

Federal-Mogul announces top-level changes

CARS chief earns top AIA award

Federal-Mogul Corporation – no longer in Chapter 11 protection – has announced the retirement of Michael Lynch, the company’s executive vice president and CFO since 2000. He’ll be replaced by Jeff Kaminski who has served as Federal-Mogul’s senior vice president of global purchasing and a member of its strategy board since 2005.

Bosch buys tire equipment company Accu The Bosch Group has announced its acquisition of the operating assets of Accu Industries Inc. of Ashland, VA. The purchase price was not disclosed. Accu Industries sells tire changers, wheel balancers, and wheel alignment equipment, and employs 45 associates. It had sales of about $16 million US in 2007.

AIA announces personnel additions Steve Houle has been hired as director of national business development for the Automotive Industries Association of Canada. He’ll be responsible for planning, delivery and monitoring the association’s national membership recruitment and retention initiatives as well as all sponsorship programs. He reports to the president, and manages the sales force for the association. Mireille Schippers has been promoted to manager of member and industry relations. She will support the planning, development and implementation of the Motorist Assurance Program of Canada.

Grant Brothers names new district manager for Quebec Karl Clement has accepted the position of district manager for Quebec at Grant Brothers Sales. He will be based in the Montreal region and will be primarily responsible for heavy duty fleets, but will also have some automotive responsibility in the Montreal North Shore region.

AAIA releases long-range forecast for automotive aftermarket The U.S.-based Automotive Aftermarket Industry Association (AAIA) predicts there will be 13,000 fewer light vehicle service bays in that country by 2012. In a comprehensive report on coming changes, the association also forecasts there will be 950 fewer jobbers. The report, called Aftermarket FastForward 2012, was prepared in partnership with Lang Marketing Resources. It predicts that foreign car and light truck growth will double domestic vehicle growth, and that traditional WDs will decline nine percent while retail auto parts stores will outnumber jobber outlets.

D

an Bell, president of the and automotive Canadian Automotive service technician, Repair & Service said he is proud to (CARS) Council, was honreceive an award oured last month with the that has been preaftermarket’s top volunteer sented in the past award. to industry giants In presenting Bell with he has admired and the Automotive Industries respected.

Association of Canada’s Speaking to CanDistinguished Service Award, adian Technician the AIA’s past president John magazine, Bell said Cochrane described CARS as he’s impressed with a primary point of contact the number of auto CARS president Dan Bell between the industry and the repair technicians grassroots. and shop owners who show a real desire Under Bell’s leadership, CARS has to stay at the top of their game. developed numerous training programs – “The changes that face the industry, including an ambitious “interactive disbrought on by new technology, or fueltance learning” network which linked economy, or safety issues, are just overshops across the country to a television whelming,” he said. “My hats are off to the studio using satellite broadcast technoloones who keep up.” gy and phone lines. The organization’s latHe said web-based training will make est initiative is web-based training. high-quality technical and management It has also been involved in numerous information accessible to more shops at a human resources studies and reports. smaller cost.

Cochrane praised the “significant con“The web-based training we run is tribution” Bell has made to aftermarket, being used every minute of the day, in from a training and human resources perevery part of the country. We keep the spective. stats,” he said. “The calibre of training “We salute you for everything you’ve is every bit as high, and the participation done for the industry,” he said. is up 10 fold. The numbers are just Bell, a certified automotive machinist staggering.”

Alex Wu of 128 Auto Service Centre in Coquitlam,B.C.,sent in this shot of the rear brakes on a 2008 Nissan Altima.

A body shop which had repaired the rear quarter panel couldn’t figure out why there was severe grinding.

“When we removed the left rear caliper,it was clear what the problem was,”Alex writes.“They’d installed the inner brake pad backwards.The inner pad was flipped so the metal backing faced the rotor.Needless to say,there was a lot of damage on the rotor inner surface!”

Have an interesting picture to share? Send it to Eye Spy, c/o Canadian Technician, 451 Attwell Drive, Toronto, ON, M9W 5C4. Or e-mail your high-resolution image to the editor: ajanssen@canadiantechnician.ca

10 CANADIAN TECHNICIAN

MAY 2008

ADVENTURES

ESCAPE TO SAN FRANCISCO WITH MOPAR ADVENTURES SWEEPSTAKES PROGRAM

YOU COULD WIN!

one of 14 TRIPS for 2 to

SAN FRANCISCO! WHEN YOU BUY $50 OF ANY MOPAR PARTS & REMANUFACTURED PARTS Ask your participating Chrysler Retailer about how you can double, triple or quadruple your chances to win!

PLUS! You could win other great secondary prizes!

NEW PRIZES TO BE WON ON-LINE EVERY MONTH!* *Contest runs from April 1 to July 31, 2008.

GO TO WWW.MOPARADVENTURES.COM 1-866-38-MOPAR

Mobil, Mobil Super, Mobil 1 and the Pegasus design are trademarks of Exxon Mobil Corporation or one of its subsidiaries.

Imperial Oil licensee. NASCAR is a registered trademark of The National Association for Stock Car Auto Racing Inc.

How healthy is your vehicle’s engine? www.MobilOil.ca ! HEALTHY CAR DEPENDS ON A HEALTHY ENGINE !ND A HEALTHY ENGINE DEPENDS ON THE RIGHT MOTOR OIL &ROM THE MAKERS OF -OBIL THE OFFICIAL MOTOR OIL OF .!3#!2

COME NEW MOTOR OILS n 3UPER FOR NEWER VEHICLES AND 3UPER FOR HIGH MILEAGE ENGINES %ACH SPECIALLY ENGINEERED TO ENHANCE PERFORMANCE AT SPECIFIC STAGES OF YOUR CAR S LIFE 0REMIUM PERFORMANCE AND PROTECTION FOR THE VEHICLE YOU drive every day. Ask for the Mobil product that’s right for you at Mr. Lube.

OUT & ABOUT

Hot topic in the industry It’s ‘Right to Repair’ to some and ‘VISTA’ to others… but all agree it’s an important issues no matter what you call it.

I

n different parts of the country over the past several months, technicians, shop owners, and jobbers have gathered to discuss aftermarket access to OE repair information and tools.

In Owen Sound, Ont., about 120 members of the Grey Bruce Independent Automotive Repair Association gathered for an information night on the topic, featuring speakers from the Automotive Industries Association (AIA) of Canada.

Down the road a ways, about 200 members of the Barrie and Area Automotive Repair Association held a fundraising event for the AIA’s “Right To Repair” campaign, where attendees were encouraged to sign a petition on the matter.

And, on the other side of the country, in Penticton, B.C., the Automotive Retailers Association (ARA) discussed rapidly changing vehicle technology and the National Automotive Trades Association’s efforts to negotiate a Vehicle Information and Service Tool Agreement (VISTA) with carmakers.

All agree that vehicle technologies – particularly electronic components – have advanced to the point that independent shops will soon be unable to effect even the simplest of repairs without OE train-

World Automotive driver Dan Labbé signs a Right-To-Repair petition at a fundraiser in Barrie, Ont. MAY 2008

Feeling fast?

Feeling lucky?

It’s time to Hear the Roar again at Canadian Tire, and the anticipation keeps rising.

More than 120 attended a Right-ToRepair information night in Owen Sound, Ont. recently, hosted by the Grey Bruce Independent Automotive Repair Association.

ing, special tools, and accurate service information.

Cars are increasingly equipped with systems that have to be reprogrammed at dealerships because independent repair shops are denied access to the necessary codes to reset vehicle computers.

Clearly the status quo is not working well for the aftermarket.

Where some people differ, however, is exactly how to resolve the issue.

John Cochrane, a past chairman of AIA and the owner of Cochrane Automotive in Toronto, told his Owen Sound, Ont. audience that a political solution is absolutely necessary. To that end, AIA has circulated petitions, held lobbying events, and met with senior government officials to promote legislation that would force carmakers to share their technology.

In Penticton, B.C., however, Rene Young of ARA told his audience why the National Automotive Trades Association prefers to pursue a voluntary agreement with carmakers, similar to one that exists in the U.S. He said even the term “Right To Repair” is contentious and could be a hindrance to obtaining a suitable resolution to the issue.

Both positions can be researched online. NATA’s views are posted at www.natacanada.ca/vista.html.

AIA’s campaign is explained at www.righttorepair.ca.

Just purchase selected Mobil Motor Oil to automatically qualify: Mobil 1 for high-performance vehicles, Mobil Super 1000 for newer vehicles and Mobil Super 2000 for highmileage engines. You’ll get premium performance and protection for the vehicle you drive every day, and a chance to win one of over 400 prizes instantly!

Prizes including 1 of 4 trips to a NASCAR race, Canadian Tire Gift Cards or a NASCAR licensed jacket could be yours. Or keep your fingers crossed for a chance to win 1 of 4 2008 Chevrolet Corvettes.

For contest details, visit heartheroar. ca or your nearest Canadian Tire.

Then fasten your seatbelt.

Exclusively At:

No purchase necessary. Contest runs from April 1 to July 7, 2008.

Contest is open to Canadian residents who are over the age of majority.

To enter, purchase either a 4.4L or 4.4L + 1L specially marked bottle of Mobil 1 5W30 or 10W30, a 4.4L Mobil 1 EP 5W30 or 10W30 or any 5L Mobil Super 1000 or 2000 motor oil during the contest period from a participating Canadian Tire or PartSource store, look for the unique PIN under the label, log on to www.heartheroar.ca and enter the PIN. If you “Hear the Roar” the prize assigned to that winning time will be revealed.

Skill testing question required. Winning labels with PINs must be returned.

There are 400 Instant Win Prizes available to be won (approximate retail value ranging from $30 to $200 CDN), 1 of 50 NASCAR-licensed jackets, 1 of 200 $50 CDN Canadian Tire gift cards, 1 of 75 poker sets, 1 of 75 Mobil 1 duffle bags. The odds of winning an Instant Prize depend on the total number of entries received and the time they were entered during the Contest Period. There are 3 Moment-in-Time Prizes available to be won consisting of 1 of 3 Chevrolet Corvette 2-door Coupes (ARV/MSRP: $70,000). Odds of winning a Moment-in-Time Prize are 1 in 2,822,400.

There are 4 Sweepstakes Prizes consisting of 1 of 4 trips to a NASCARsanctioned Race (ARV $5,000) for a chance to win the Grand Prize. Odds of winning a Sweepstakes Prize depend on the total number of eligible entries received during the Contest Period. There is one Grand Prize of a 2008 Chevrolet Corvette 2-door Coupe (ARV/MSRP: $70,000) available to the Semi-Finalists. Odds of a Semi-Finalist winning the Grand Prize are no greater than 1 in 4. Complete contest rules and regulations available at: www.heartheroar.ca. NASCAR® is a registered trademark of the National Association for Stock Car Auto Racing, Inc. NASCAR is not a sponsor of this contest. Chevrolet and Corvette are trademarks of the General Motors Corporation. Mobil, Mobil Super and Mobil 1 are trademarks of Exxon Mobil Corporation or one of its subsidiaries. Imperial Oil, licensee.

www.MobilOil.ca

CANADIAN TECHNICIAN 13

MANAGEMENT

S.O.S. Avoiding

BURN-OUT

In this series of fictional letters from a new shop owner to his former boss, management trainer Kelly Bennett discusses basic business principles that apply to the automotive repair industry.

Understanding our own personal boundaries is the first step to creating a more positive working environment.

and ing it… ed read y o j n e really my one on tage. I d every t Advan a r h e : v y I o l r l . ight t e The In Dear K thought n, my r an I’d at Bria mending h h m t t o c d e u e r o t y r for trove is ise to Thanks more in rty? Th o surpr I’m far tmas pa me as n s o t i c u r o h d C l s u n e at th it sho fuzzy it tur little ber him est and till a . Remem e the t s t k r a m e t ’ v I o f r f t t sta e ex ork! Bu big tim es to w n, is a ess. pproach a t n e hand ma r y busin e prove m ur diff m o i n e i m a l p xp can hel could e wledge his kno t w o h about —Erol

Dear Erol: I’ve got one word for you: burn-out.

Knowing how you respond to people, and how to recharge your batteries is going to help you avoid burn-out – which is an epidemic in business, particularly in our industry.

There’s tremendous pressure to act like extroverts all the time. After all, two thirds of the population are extroverts. And, as a businessman, you probably feel like you have to be outgoing, friendly, and constantly interested in people in order to succeed in a retail business.

14 CANADIAN TECHNICIAN

But if that’s not who you are, that’s going to be exhausting and it’s going to cause you a lot of stress.

For example, customers often want to talk directly to me because I’m the owner of the business. Never mind that I have a perfectly capable service adviser right there at the counter, they ask for me. Well, I’ve learned how to very calmly give them a minute or two of my time. I listen to their question, but then turn to my service adviser – right in front of them – and ask if what the customer would like is possible.

My customer sees that it isn’t necessary to

talk directly to me. They learn that I’m just going to ask my service adviser anyway.

This is just one strategy I’ve learned to help an introvert like me survive in an extrovert world. I also get away from the shop when I need to, cloister myself in my office to get things done, escape into books or music to help recharge my batteries, and take frequent time-outs to stay fresh.

But those strategies are not going to help an extrovert like Brian. (Yes, I do remember the Christmas party. Did you ever get the lamp-shade back?) In fact, MAY 2008

Larry Dickison

extroverts operate on a whole other level, and require a very different working environment.

It might surprise you to know that, statistically speaking, extroverts tend to burn out faster, don’t live as long, have more problems with the law, and go through more jobs. Extroverts also tend to have more “approval addiction.” They thrive on attention and validation from other people.

And because other people are so critical to their own sense of self, they tend to forget how important it is to get away from it all, to relax, and unwind. They have a harder time leaving work. And when they do, they sometimes take work home with them. People like Brian need to find hobbies that will help them focus on something other than work.

I love it when employees talk about their life outside of the shop. One guy likes to talk about his volunteer firefighting training. Another guy is really into sports. We have some fitness nuts, and an amateur racer. I give them every opportunity to talk about what’s important in their lives, so it’s not always work, work, work!

Extroverts thrive on this! (We introverts tend to keep to ourselves. Different strokes for different folks.)

Regardless of our temperament, we all need time to recharge our batteries in our own way. For extroverts this might mean putting the tools down for a while and talking about other stuff. For introMAY 2008

verts, it might mean taking a quiet walk around the block.

Most people these days are running on empty. The phrase you hear from almost everyone you talk to is, “I’m so busy!” You even hear it from customers. I had a soccer mom in the other day who had to drive her three kids to 12 different sporting events that week.

Burn-out in our industry is particularly common. And the sad part is that we’re losing people before we see the best of them.

Most people don’t see the early warning signs. They would be well served reading The Overload Syndrome by Dr. Richard Swenson (ISBN 1-57683-131-0).

He says we need to learn to live within our limits – especially those of us who are self-employed. We have to make the right choices about how to spend our time and energy.

For extroverts, that can be particularly challenging because they’re often unaware of the need for limits or boundaries.

Extroverts don’t even want to think about slowing down. They get addicted to activity. They need to be constantly moving. I think that’s why they tend to burn out faster than introverts, and why they don’t live as long on average, and why they’re more likely to go through a separation or divorce.

As a boss, you can help your employees avoid burn-out by knowing their temperament (where they fall on the introvert-

extrovert continuum) and by creating a work environment that is suited to them.

In a way, it’s not unlike what we do as automotive repair professionals. We’re trained to look for symptoms, diagnose the system, and effect a repair. In the same way, you need to be keeping an eye out for symptoms of burn-out among your staff.

Symptoms could include frequent irritation with friends and colleagues, outbursts of temper, withdrawal, detachment, changes in sleep pattern, increased incidence of accidents, and increased use of tranquilizers, alcohol, or cigarettes.

Any unusual behavior could be the result of workplace stresses – which you can help alleviate if you know how they need to recharge their batteries.

All of this study of personalities is more than just an interest of mine. It is making me a better boss, and it’s helping me build stronger relationships with my team and with my family. At home we have two introverts (Dustin and me) and three extroverts (Kerry, Scott, and Kendra). We now plan ‘introvert days’ as well as ‘extrovert days.’ It’s a much healthier approach to planning activities.

Well, Erol, I have to head out to the airport. Kerry and Scott have been in Guatemala for the last 12 days, helping to build a school. Scott and I were on a similar work-trip to Nicaragua two years ago. It’s a great way to gain a proper perspective on just how good we have it here in Canada.

Thanks for going deeper in your e-mails.

This stuff is harder to talk about than typical shop management issues. But I think the aftermarket ignores it at its peril. The burn-out rate is too high as it is. It’s time we figured out how to avoid it.

–Kelly

Kelly Bennett is a certified management trainer with 18 years experience coaching automotive repair shop owners.

You can reach him at kellythecoach@aol.com

CANADIAN TECHNICIAN 15

You’ve got a whole new business model, with new competencies and new services… so how do you attract new clients?

By Bob Greenwood

MARKETING your shop F

or years now, the general consensus has been that a new business model is needed for auto repair shops.

Cars are better made and lasting longer, so there simply isn’t a steady stream of broken-down vehicles to keep a shop busy. Without preventive maintenance, however, vehicle safety and value will eventually plummet, and vehicles will begin to pollute excessively. Furthermore, repairs, when they are needed, will cost the consumer more than the maintenance bills that were missed.

All of this suggests there’s a clear need for maintenance-oriented shops. And the most progressive shop owners have responded. They’ve been attending management courses and reformatting their businesses to reflect the new reality. Now it’s time to tell the world.

But what’s the best way to reach the kind of consumers who are likely to take advantage of the services you offer?

That’s the question posed by Doug MAY 2008

Lowther of Doug’s Mountainview Auto in Penticton, B.C. He asks “How do you market this business model change, and advertise in a way that highlights your new strengths and allows you to profit from them?”

Well, Doug, the good news is that, as in most businesses, word-of-mouth advertising is going to be your biggest asset. And if you truly are offering great service and excellent work, the word will get around.

The bad news is that word-of-mouth advertising takes time to build. And if you’re like most business owners, you’re impatient to see results. That’s understandable.

The short-cut, of course, is paid community advertising.

In order to make the most of any marketing effort, you must differentiate your shop from the real competition, the OE dealership. Furthermore, you have to show why the consumer stands to benefit from choosing your independent shop.

That’s achieved by clearly communicating that your shop is in the service business, and assuring people that you do quality work. You want to attract clients who are looking for 1) good service and 2) excellent work. Unfortunately, many people think they can only get that at a dealership. That’s their default setting. You have to convince them otherwise.

The fact is, you have competent, well-

Doug’s Mountainview Auto Penticton, B.C. Owner: Doug Lowther Percentage of time you’ll find Doug in the bays: Number of bays: Number of hoists: Number of licensed techs: Number of apprentices: Number of years in business:

60 4 4 1 0 5

CANADIAN TECHNICIAN 17

trained technicians, and friendly staff, all using the latest equipment. You offer convenience and value that the dealership simply cannot match.

This is the image you want the public to understand.

To communicate this effectively will take more than a single ad in the newspaper, or a single flyer delivered to your target neighborhoods. It must be a message consumers hear over and over again.

Studies have shown that repetition is key in successful advertising. Potential clients must encounter the same message over and over before they truly get it.

Also the message must be consistent each time, and leave the same clear image in the consumer’s mind about the skill required to be in this business today.

So what are we talking about? An expensive television ad campaign? Not necessarily. But you do need exposure.

Billboards deliver a static but consistent message to people every time they walk or drive by. Newspapers and community newsletters can offer regular visibility as well. A good design with a clear message is critical. Flyers are also an option – but because you want multiple impressions, you have to send them out at least quarterly, and now you run the risk of being dismissed as junk mail. I am partial to professionally designed marketing cards which can be handed out at community events, or made available in brochure racks.

Once you have people’s attention, it will fall upon you and your employees to live up to the billing. Ultimately it is the responsibility of management to establish a culture of excellence within the shop that will confirm the image you’re trying to project in the marketplace. These days, everything hinge’s on the consumer’s experience when he or she steps into your shop. In most cases you get only one chance to make a good impression.

I know many auto repair shop owners that have accomplished the lofty goal of becoming a viable – and, indeed, preferred – alternative to OE dealerships. A key point, however, is that their marketing efforts are based on the value and competency they offer – not on price. This is a fundamental truth you simply have to accept. In order to excel in this business, you must charge a fair price. It is the key to having proper, up-to-date equipment, attracting competent technicians, and 18 CANADIAN TECHNICIAN

One-on-one with Bob Bob Greenwood has been giving big-picture management advice for years through his columns.Now he’s prepared to start drilling down into specific issues that shop owners face on a day-to-day basis.If you’re looking for practical, hands-on advice about a particular issue send your question in confidence to Bob Greenwood at greenwood@aaec.ca.Please make sure you include your name, company name, city, number of bays in your shop, number of licensed techs and apprentices (excluding the owner), percentage of time owner spends in the bays, and number of years in business.If you’ve ever wished you could pick Bob Greenwood's brain for an afternoon, here's your chance!

investing in business growth. Dropping your prices below the proper threshold is not only shortsighted, but it attracts the wrong type of consumer. It attracts people who prefer a good deal over good work or good service. It attracts people who do the bare minimum of vehicle maintenance. These are not the consumers you want.

For a moment, try to compare your shop to a doctor’s office. Do you present yourself with the same level of professionalism? Are your facilities as comfortable and as functional? Are you and your staff as competent in your field as a doctor? Are you as caring in your attitude?

A good auto repair shop is every bit as professional as a doctor.

Visualize a marketing card with a picture of a surgical tray on the front. The tray holds a wide range of surgical instruments… and right in the middle of the tray is a automotive diagnostic tool. It’s a provocative image that can be fully explained on the back of the card: “You count on your doctor to be competent. You can count on us to be just as competent with your car. With industryleading diagnostic equipment and a team of highly qualified technicians, we’re your local full-service automotive facility.”

If you want to re-enforce the message that the consumer does not have to use the dealership for ongoing maintenance, say so.

“Did you know that vehicle owners are not obligated to use dealerships for maintenance on their cars? We are legally authorized to fulfill all your maintenance obligations. The manufacturer of your vehicle is bound to honor its warranty obligations. We are eager to serve you. Avoid the hassle and take advantage of our convenient location and fleet of loaner cars.”

Another key objective in marketing is to communicate the fact that you’re part of the community. You belong. You’re part of the family. This is something that dealerships have more trouble communicating than independent shops. Depict yourself in a way that a faceless dealership can’t: “Trust a neighbor for the right advice.”

Educate potential clients about your competency and the value you bring to the table. People who are looking for professional service will try you out to see if your actions match your words. Now make sure that everyone who comes through your doors is impressed.

When a customer returns to your business three times for vehicle service in a single year, you can legitimately consider them a client. Now, don’t take them for granted and don’t ever let them down.

You’ve won their business… now you’ll win their friends’ and family’s business.

Your image in the marketplace will be exactly what you have projected and over the coming years, your business will prosper as you build a loyal clientele.

Bob Greenwood is president of E. K. Williams & Co. (Ontario) Ltd., a management consulting company (www.ekw.ca), and the Automotive Aftermarket E-Learning Centre (www.aaec.ca).

He’s also on the board of directors of the Canadian Independent Automotive Association (www.ciaassociation.org). You can reach him by phone at 800/267-5497; by fax at 905/331-6180; or by e-mail at greenwood@aaec.ca.

MAY 2008

A Question of

how much it will cost to complete the job properly. We’re not obligated to finish any “free” job.

Rob Music Access Automotive Edmonton, AB

Let the customer decide

The nightmare repair A stranger comes in with a quick and easy request, and, feeling generous, you agree to do it for free. But because of the condition of the car, this simple job turns into a nightmare, and soon the vehicle is no longer safe to drive. Are you obligated to finish the job for free? Or do you go back to the stranger, explain what has happened, and try to sell him on a proper job?

Can of worms You have opened a can of worms and brought this dilemma upon yourself because it was handled improperly from the onset. Remember, this is a stranger and not a regular customer. The best strategy would have been to offer a modest inspection fee and a written estimate for repairs. This eliminates obligations, hard feelings, and negative situations.

Derrick Smith Maple Leaf Motors Sault Ste. Marie, ON

Offer a reduced rate If the free job you were offering goes south, approach the customer with the problems you’re experiencing and explain that, unfortunately, you can’t do the job for free. Offer the job at a reduced rate if necessary. You tried to offer up some goodwill, but conditions negated that.

Don Cook Edwards Ford Kingston, ON

These are troubled waters The road to hell is paved with good intentions. If the job is one that by nature is prone to go sideways, we should have pointed out that possibility before we 20 CANADIAN TECHNICIAN

waded into such troubled waters. The boss and I both agree that we would sit the person down and sell them the proper job.

Ward Zintel Perfection Automotive Saskatoon, SK

We should have known Communication is key in situations like this. Experience should have told us that small problems can turn into much larger ones, and we should have said as much before starting the job.

Tony Pesce Tony’s Academy Auto Service Winnipeg, MB

We’re not obligated If the job started to turn sour, we would stop the job, and explain the situation to the customer. Then we’d look at

So many mistakes were made in this situation! First, why are we working for free?

Second, once we saw the car, why did we not anticipate possible problems? Third, why did we not stop the work immediately when things started to go wrong? At this point I’d have to bring the customer in and explain what has happened. I’d give the options of what could be done and let them decide what they’d like to do.

Steve Booy Steve’s Automotive Woodstock, ON

Was the owner up front with us?

I’d tell the stranger I can’t do the work required without charging properly for it. I’d also have to wonder if the vehicle owner knew it was going to be a lot of trouble and hadn’t told me the whole story from the start. I can’t be responsible for the condition the vehicle is in.

So he either pays for a proper fix or it gets towed. We experienced a similar situation. The customer said he didn’t do the work himself because he was afraid something else would break… and sure enough it did. And this was not a freebie.

Dennis Frey Lloyd Frey’s Garage Ltd Floradale, ON

We would be obligated We would to talk to the customer, but if a compromise cannot be reached, unfortunately we would be obligated to repair it.

Whose ethical dilemma is really at ques-

• Weigh in on an upcoming Ethical Dilemma • You’re doing two different wheel-off jobs on the same vehicle at the same time.

Do you charge the full time for both jobs, or reduce it because you only had to take the wheel off once?

Tell us what you think. Send your answer to ajanssen@canadiantechnician.ca

MAY 2008

tion here? The shop which tried to do a good deed, or the stranger who expected to get something for free?

Eugene Roussin Manager, Fountain Tire Winnipeg, MB

Be a professional I used to feel generous and would help strangers. But not anymore. Ask yourself why his regular mechanic isn’t doing the job. He probably doesn’t have one. Do you think he’ll become your regular customer? Most likely not. The condition of his car tells you everything you need to know. Be a professional. Offer to open a work order and tell him you will charge for your work, based on the time, parts, and equipment it required. Chances are, this stranger will be out the door before you finish the sentence.

D. Ivkovich AMD Service centre Markham, ON

Should have opened a work order We would never agree to do something

for free in the first place. We’d open a work order and if the job turns out to be quick and easy, we may feel generous and not charge the customer. But if it turns into a nightmare, we’re covered.

If he or she decides not to fix the vehicle, we’d get them to sign a waiver stating as much, and we’d have the vehicle towed out.

Melody King King’s Auto Repair Deep River, ON

work after this point will be chargeable time. If he agrees, we proceed. If not, we stop and don’t charge him up to that point. Most people understand. And if they don’t then maybe they’re not the type of customer we’re looking for.

Clark Lawson First Street Garage North Vancouver, BC

A question of semantics

Stop work immediately

Stop and contact the customer. Explain in detail what the problem is and offer a quote for a repair that will make the car safe to drive again. If the stranger insists that you said you’d do the work for free, you’re into a question of semantics. Did you say you’d ‘look at’ it for free? Or ‘fix it’ for free? If you said you’d fix it, I’m afraid you’re stuck. I would feel compelled to fix it for free whether I wanted to or not.

Steve Penrose Brake Masters Glendale, AZ

This is an easy one. It’s happened before.

I stop immediately when the job starts to get out of control. I explain the situation to the customer, and tell him that further

See all the answers that came in!

Visit www.canadiantechnician.ca.

We don’t work for free I have a customer who owns a restaurant where I sometimes eat. I once asked him if I could bring in two eggs, and have him fry one and boil the other for me? He got the message.

Bill Martens Green Acres Wheel Alignment Chilliwack, BC

Customer Has Leaks? - You Get Profits!

Dr. L. David, ASE Master Certified Professor of Automotive Technology

S

N AF

IG

“There has never been a case of a fire starting as a result of testing an EVAP system with an air powered smoke machine anywhere in the world.”

G

100% Safety Record:

OW PL L G

U

Models from $745 to $1,095

P Best Diagnostic Smoke Machine P Highest Quality P Best Service

AIR

Smoke Pro® Total-Tech™

Locate EVAP, Vacuum & Exhaust Leaks in Minutes

NO

No Nitrogen Required!

No Glow Plug!

E™

S E D

www.redlinedetection.com

Redline Detection, LLC • 931 Via Rodeo • Placentia, California • 714 451-1411 • 877 55-SMOKE MAY 2008

CANADIAN TECHNICIAN 21

“Since introducing ‘Ride Control Solutions from KYB’ we’re selling almost 10 times as many shocks and struts.”

– Darryl Croft OK Tire Store, Ontario

“Ride Control Solutions from KYB helped us increase our average sales from 4 to 30 shocks a month.” “ For the first time a manufacturer actually came into our shop to teach my team how to better inform our clients about shocks and struts. ‘Ride Control Solutions from KYB’ allows us to properly identify worn shocks and mentor our clients with confidence about ride control.

This is an exciting process! Our goal has always been to provide our clients with the best in ride control, and KYB has always been known for high quality products and trouble free installation. This quality, combined with Ride Control Solutions and the continuing KYB support, ensures that our team and clients are better informed and can make educated choices about ride control.” – Darryl Croft Ride Control Solutions from KYB’ is the industry’s most effective way to sell shocks and struts.

SPEED

Watch your Variable-speed fuel pumps have become more common... but what do you know about them?

By Hans Zundel

I

t would be difficult to underestimate how much government-regulated emissions standards have changed the vehicles we work on.

Charged with lowering tailpipe emissions by whatever means necessary, manufacturers have made radical changes to their vehicle platforms, employing a wide variety of new technologies to help them meet their targets.

Among other things, they’ve improved the accuracy of air metering systems, switched to sequential fuel injection, added extra catalytic converters and oxygen sensors, and introduced variable valve timing and misfire monitoring.

They’ve added new evaporative emissions equipment, modified fuel injectors, and developed more complex EGR and AIR systems.

Along the way, variable-speed fuel pumps seem to have slipped into mass production with relatively little fanfare, and almost no technician training on how they affect vehicle operation and fault diagnosis. Yet, as many technicians will tell you, fuel delivery issues often make up the bulk of driveability repairs.

Perhaps it’s time to dig a bit deeper into the subject.

Why are they necessary?

There were a few reasons to change the status quo on fuel pump speeds.

With ever more stringent emission MAY 2008

standards being mandated by governments, OEMs had to take every available avenue to achieve new pollution standards. It didn’t take long before they started taking a closer look at the fuel pump.

The current trend towards higher fuel system pressures and smaller fuel injectors, has made the range between idle and high-speed pulse width extremely large.

Using a lower pump speed at idle and under minimum load conditions results in lower fuel pressure and allows a PCM fuel strategy that calls for a more manageable idle pulse width. By switching to a higher pump speed under load, the pump still maintains fuel volume available to the injector.

The end result is more accurate fuel control over a broad rpm and load range.

You also get quieter operation and longer pump life – two valuable side benefits.

The automakers quickly learned that if

Even the most complex of systems is vulnerable to basic electrical faults.

This crusty harness connector reduced available voltage to the pump to near zero when routed through the resistor resulting in a start-and-stall condition.

you turn the pump fewer revolutions, it will last longer. There’s no point in having a pump running full tilt if the fuel demand is low. The fuel pressure regulator will also last longer from the lack of activity that lower flow rates bring to that component.

The benefit here is not necessarily lower emissions, but improved economy and comfort for the owner. The emission benefit lies in the reduction in unused fuel returning to the tank. As the gasoline passes through the pump, lines, regulator and fuel rail, it absorbs heat from the surrounding components and carries that heat back to the tank. When fuel is heated, it evaporates and creates raw hydroCANADIAN TECHNICIAN 23

The fuel pump resistor on this Gran Prix has been relocated to the firewall as per a TSB – tricky to find if the component locator says it’s on the sub-frame rail. It pays to be familiar with the system and have good service information.

carbon vapors. Those vapors must be stored and managed by the evaporative emission system and ultimately burned in the engine. It makes more economic and environmental sense to leave the fuel in liquid form in the tank until it is needed.

When did they show up?

Multi-speed or variable-speed fuel pumps are not new technology. General Motors has been using a two-speed fuel pump system on the Gran Prix since 1997, Toyota has used two-speed fuel pumps since 1997 on various models including the Land Cruiser. The variable-speed system used on some current Ford cars and all 2004 and newer F-Series trucks first made a debut in the 1997 Lincoln Continental. It uses a separate module to control the fuel pump. Mid 1990s Nissans also used a variable-speed fuel pump on some high-performance models, specifically to reduce fuel heating and pump noise at idle, which resulted from the use of high-output pumps on turbo models.

How do they work?

There are three basic methods of varying fuel pump speed. The first method consists of using a resistor in series with the pump to lower the available voltage. A switching relay is controlled by the PCM and changes the fuel pump power feed from the regular ignition voltage circuit to the circuit with the in-line resistor when certain conditions are met. The resistor reduces the voltage to a preset value and results in reduced pump speed and output. Conversely, when load increases, the PCM switches the pump to full speed via the relay.

The next method also achieves pump speed control through the use of a relay. It has a single pump power feed circuit that is pulse width modulated by the PCM. So, if the PCM chooses to run the fuel pump at half speed, it turns the fuel pump relay on and off at a duty cycle of 50%. The resulting voltage available at the pump becomes 50% of ignition voltage (14.5V at 50% duty cycle =7.25V). A partial load 24 CANADIAN TECHNICIAN

A screen capture showing the F/P duty cycle going to 75% when the rpm drops to zero, which indicates the PCM, recognizing the ignition has been switched off, has issued a “pump off” command.

might require the relay to be on an 80% duty cycle (resulting in 11.6V). This is a simple system with little to go wrong, except perhaps necessitating the use of a very durable relay.

The last and most common method of achieving varying fuel pump speed involves a separate module that is PCM controlled. By assessing engine and load conditions, the PCM decides where parameters fall within the fuel control strategy and sends the fuel pump control module the appropriate signal to vary pump speed.

The current Ford system uses only one of two commands to the pump control module. For normal operation, the PCM commands a 5-51% duty cycle. The module then runs the pump at the appropriate speed using this formula: F/P duty cycle x 2 = F/P speed (as a percentage of full on).

So, a duty cycle command of 10% would

result in a pump speed at 20% of full speed. The only other command would be a 75% duty cycle. The fuel pump control module interprets this as an off command and shuts off the fuel pump. This provides for a full range of pump speeds from 10 to 100% and off. The Ford system sends a diagnostic signal back to the PCM to tell it what it is doing, which should not be confused with the PCM command signal. The diagnostic return signal will be one of either 25% (invalid pump command) or 50% (valid pump command).

So, how do we fix them?

That, of course, is the big question for repair facilities. As with any system on today’s automobiles, variable-speed fuel pumps are susceptible to misdiagnosis.

And, just as with any other complex system, the key to proper repair is to understand component operation.

If you don’t know what each part or circuit does, it will be nearly impossible to diagnose and repair. Electrical connections will still corrode, pumps will still wear out, and filters will still become clogged.

The key to a successful repair and a happy customer is education and training on the system you see parked in your bay.

Don’t let yourself or your customer get left behind.

Hans Zundel is a fleet maintenance supervisor at Suncor Energy in Fort McMurray, Alta. and a licensed technician. He is also an administrator on Canadian Technician Forum (www.canadiantechnician.ca/forum).

MAY 2008

DESIGNED TO EXCEL AT STOPPING CARS, TRUCKS AND CUSTOMER COMPLAINTS.

NAPA. We Know Auto Parts.

No brakes are more trusted than NAPA brakes. Unbelievably quiet, unquestionably safe and unexpectedly affordable, NAPA gives you the piece of mind you won’t find with any other brand. For more information, contact your servicing NAPA AUTO PARTS store. www.NAPACanada.com

1-866-GET-NAPA

Marketing

oil

changes

Fuel economy… vehicle longevity… performance… there are plenty of reasons to change oil within the manufacturer’s recommended interval.

By Allan Janssen

M

ost motorists will tell you they’re pretty good about oil changes… but statistics suggest otherwise.

According to extensive consumer surveys conducted by Shell Lubricants, the average oil-drain interval is significantly higher than the manufacturer’s recommendations.

“What we’re seeing is that the average oil change in Canada is between 8,000 and 9,000 kilometers. That’s where it seems to have fallen,” says Mark Reed, director of marketing for Shell’s Quaker State and Pennzoil brands in Canada. “Most consumers know they should be changing their oil every 5,000 to 6,000 kilometers, but the reality is they’re going past that.”

Speaking to automotive journalists at Shell’s Westhollow research and development facility in Houston, TX, Reed said it’s up to shop owners and service writers to find effective ways to communicate the importance of oil changes within the recommended interval.

“When consumers push it too far, when they go 12,000 or 15,000 kilometers on the same oil, they’re really starting to take real risks with their vehicles,” he said, “especially in stop-and-go traffic, and in our Canadian climate. Driving through hot and cold weather, over time, there’s a lot of extra acid created in the engine because of the temperature fluctuations.”

Communicating the need for preventive maintenance, though, can be tough.

Especially when consumers believe new 26 CANADIAN TECHNICIAN

cars are built to last – without extensive work of any kind.

“Good preventive maintenance is no different from going to the dentist,” says Reed. “You should be taking your vehicle in every six or nine months, and having a complete inspection done.”

He believes explaining the critical function of motor oil is a good first step to convincing customers to get on a maintenance program.

“You get better start-up in different climatic conditions, and when the engine is running hot, you get better engine protection, especially in the bearings, and at the high-wear points around the cam lobes,” he explains. “That’s a big issue now, as so many manufacturers have gone to overhead cam engines. In the past, with pushrod engines, trying to get the lube up to the top wasn’t as critical as it is now. You need to get that lubricant up to the top as fast as possible.”

Another consideration is the vehicle warranty, which will undoubtedly be voided by neglect.

“The number one thing to tell consumers is that if their car is still under warranty, they’ll want to make sure they’re abiding by the manufacturer’s recommendations because they don’t want to compromise their warranty,” he says.

“And obviously oil changes play very heavily into that.”

Oil choice can also play into fuel economy, which is increasingly important to MAY 2008

consumers given the rising price of gasoline. Research shows that a vehicle with the right kind of oil, changed at proper intervals, can save a full tank of gas over the course of a year. That might not sound like much on an individual basis, but given millions of cars on North American roads, that can certainly add up to significant savings.

“There’s such a challenge to get in the consumer’s mind, particular in the U.S. market where everybody wants to drive the big SUVs, the Suburban, and the Tahoes,” says Reed. “In Canada I think our top-selling car for the last 10 years has been the Honda Civic, followed by Corollas and Mazda 3’s, and Sunfires, and Cavaliers. Because of the cost of fuel we’ve had for years, I think Canadians tend to be more sensible about the kind of cars we drive. In the U.S., as they approach $4 a gallon for gas, I think you might see some change in behavior.”

One of those changes could include a move to synthetic motor oils, which many consumers perceive as having a longer oil-change interval. Will this hurt the independent repair shop?

Research by Castrol Consumer North America suggests not. In a study of more than a million transactions by over 400,000 different fast-lube customers, Castrol found that 56% of consumers who purchased synthetic motor oil changes purchased additional products and services, spending nearly twice as much per ticket than conventional motor oil users.

And while many shop owners fear synthetics could actually cost them business because of extended drain intervals, Castrol’s research showed that the average difference between synthetic and conventional drain intervals was less than 1,200 kilometers.

Reaching the consumer with vital information about oil and oil changes is also a priority for Mobil. It recently released a new brochure to help its repair shop and quick-lube customers explain to consumers the differences between synthetic and conventional oils, and persuade their customers of the importance of regular oil changes.

“When customers bring their vehicles in for service, they are looking to you to be the expert on car care and mainteMAY 2008

nance,” the brochure states. “To be that expert you must be both helpful in listening to their concerns and also be clear in your recommendations about which products will serve their needs best.”

The full-color information piece, designed to help professionals market oil, includes a detailed explanation of the role of synthetics, and a guide to oil options for motorists.

The aim, says Mobil, is to ensure that service advisers, shop owners, and technicians will have confidence when they speak to consumers, and will be “in the ideal position to help your customers make the right choices.”

Attitudes toward preventive mainte-

nance are constantly changing. Reed believes it is the job of the automotive aftermarket to lead consumers into good habits – both through concerted efforts like the Be Car Care Aware campaign, and through one-on-one contact with customers.

“People are not inclined to maintain their cars,” he says. “Cars are built so well, and there’s so much technology that you can just get in, start it up, and away you go. You don’t realize the amount of preventive maintenance that should be being done on these vehicles because they’re just so well made. But the truth of vehicle longevity is maintenance, and the most basic maintenance item is the oil change.”

CANADIAN TECHNICIAN 27

Getting used to

hybrid brakes Many systems on today’s hybrid vehicles operate under totally different rules. A little prep work goes a long way.

By Claire Newman

ew technologies can be exciting, but what really interests most shop owners and technicians are the new service opportunities they can offer.

Take hybrid vehicles for example.

They’re becoming more common and may be showing up in a service bay near you soon. In fact, each passing year sees more and more hybrid vehicles coming off lease and being turned in. Often they require service to pass inspection before they go out on the road again.

While some of the vehicle’s components (like tires) wear the same as those on conventional vehicles and need replacement at the same intervals. Other components operate under completely different rules.

Take the braking system for example.

You’ll need some special information and techniques to inspect them properly.

But relax. It’s not complicated. And it will even prove to be profitable.

Nothing replaces current OE information, but here are a few important differences to keep in mind when you’re servicing the brakes on hybrid vehicles.

N

Prep work Make sure you do some research before you start – and remember that hybrid vehicles are relatively new, so their systems can change drastically from year to 28 CANADIAN TECHNICIAN

year, model to model, and manufacturer to manufacturer. You need to be precise.

Check for TSBs—yes, there are some already—and make sure you have all the tools and parts on hand before you begin working.

Know the specs for the brake pads and rotors (a general minimum thickness specification for Honda and Toyota hybrid front pads is 1-2 mm. The original thickness is around 11mm. But look up each vehicle individually. They can vary dramatically.

A Civic hybrid brake fluid reservoir. As with any hydraulic system, just topping up the fluid isn’t a good idea since it’s a sealed system and fluid shouldn’t disappear. Any leaks should be investigated properly.

Find out if you’ll need a scan tool to reset parameters or bleed the hydraulic system.

Check if you’ll need special safety equipment.

And know if you’ll need to replace MAY 2008

any expensive parts when you do a seemingly simple repair! A few minutes of prep time at this stage can prevent problems later on.

(These are good policies to follow when doing any vehicle’s brake service – not just hybrids.)

Regenerative Braking vs.

Hydraulic Brakes Most hybrid vehicles you’ll encounter have two braking systems.

Regenerative braking systems slow the vehicle down and re-use that energy.

Hydraulic braking systems stop the vehicle during hard (and in some cases low-speed) braking.

Well, fine: three braking systems, if you include the parking brake system.

Since the regenerative braking system does so much of the braking, the friction materials on these hybrid vehicles will last considerably longer than you may be used to with non-hybrid vehicles.

But Canadian vehicles often face the kind of harsh conditions that California cars will never see. The difference is so pronounced, in fact, that manufacturers often have separate maintenance schedules just for Canadian vehicles. Salt on the roads and in the air has been known to destroy many vehicle systems before their time. And most Canadian techs are familiar with seized brake calipers. So while the vehicle’s brake pads may look new, inspecting the entire hydraulic braking system thoroughly may indeed be worthwhile.

Road tests Yes, hybrid vehicles should also be road tested before bringing them into the service bay. The difference is that when road testing a hybrid, remember to engage both braking systems, not just the most commonly used one. You want to make sure that you’re checking what you need to.

One way to be sure you’re testing the hydraulic braking system is to do a hard or “panic” stop in a safe area. (Don’t try this in highway traffic!) And be sure to check for all the usual brake-system faults, like pulling to one side, severe pulsation and the like.

Doing this before you bring the vehicle into the shop takes only a few minutes, but gives you a very good idea MAY 2008

The hydraulic unit: some new rules apply.

before you start working on the car of how the braking system is operating, if anything is going wrong, and if any service lights are on.

Don’t forget to check the parking brake.

Safety first When the road test is complete, bring the vehicle into the bay, power the vehicle down for service following manufacturer directions. (Don’t guess, check!

This can be a matter of life and death.)

Wait the recommended time, and don’t pierce the brightly colored high-voltage wiring harness.

Removing the keys completely is good practice for all vehicles with “smart keys” – those transponders that allow the vehicle to be started when within range.

Someone may come along and want to read the mileage, and unintentionally leave the vehicle in a position to start and run during service. That’s not good for any vehicle! Get in the habit of removing “smart keys” from the vehicle, hybrid or not.

most hybrid hydraulic braking systems use DOT 3 brake fluid (again, check and make sure with each vehicle), bleeding the system likely won’t be simple or straightforward, since opening a bleed screw and pumping the pedal won’t work.

Replacing wheel cylinders may also be a problem without the special tool to bleed the system, so plan ahead.

Tasks which don’t involve opening the system, such as pushing the caliper pistons back during pad replacement, aren’t likely to cause problems when done properly.

And of course, keep the brake fluid off the linings and surfaces unless you want a whole new set of problems.

Finally, make sure the calipers move freely, the rotors are in good shape, and that if the car has rear drum brakes, they’re properly adjusted. Keep solvents off the rotors and make sure everything moves freely and returns back to where it should be.

When the vehicle is back together and powered up, road test it, reset the parameters, and clear DTCs with a scan tool if needed.

See? Not that tough at all!

New service ops

Hydraulic checks

Getting comfortable with servicing hybrids can be good for your bottom line.

And with the right precautions and knowledge you’ll be just fine.

No one wants to have any problems with a hybrid vehicle – especially not the manufacturers! They’ve been great at sharing safety information to prevent any accidents …and yes, prevent legal cases.

So take a deep breath, relax, and consider some of the service opportunities these little beasts may offer.

Thoroughly check the hydraulic brake system for fluid level, leaks, damage and the like. As with any hydraulic system, just topping up the fluid isn’t a good idea since it’s a sealed system and fluid shouldn’t disappear. Any leaks should be investigated properly.

Also keep in mind that even though

ASE certified technician Claire Newman has been licensed since 1994 and has attained GM Grandmaster status since 2001. She has worked at a number of dealerships and independent repair shops, including a specialty race shop.

CANADIAN TECHNICIAN 29

Reman parts Mopar now offers a full line of remanufactured engine and transmission controllers for Chrysler, Jeep, Dodge and Plymouth vehicles, dating back to the 1978 model year. Mopar’s family of remanufactured controllers includes four cylinder controllers, wingle board engine controllers (SBEC and SBEC III), Viper/Truck/Jeep engine controllers (JTEC), single module engine controllers (SMEC), electronic engine controllers (FENIX), logic modules, power modules, spark control computers (SCC), electronic automatic transaxle (EATX), Jeep transmission controllers, diesel heater control module, and ABS electronic controllers.

Mopar – For more info, go to www.aptmag.ca/products/52016

NEW DATES:

Tire pressure sensors

Get your education, source new suppliers and network with peers at the Automechanika Canada trade show!

ACDelco has expanded its line of tire pressure sensors and window regulators – two key offerings first unveiled in 2007. On the tire pressure sensors side, the company has released 17 new part numbers, covering GM vehicles from 1997 through 2008. As for window regulators, ACDelco has more than 400 part numbers for GM vehicle applications from 1973 to 2008. They feature a 12-month/20,000-km warranty.

ACDelco – For more info, go to www.aptmag.ca/53035

New-look filters Purolator Filters is introducing bold new packaging, designed to present a stronger, more modern appearance. This new attention-grabbing ‘family look’ will give Purolator products a more consistent and dynamic shelf presence to challenge retail competition and increase brand awareness. The Purolator brand has more than 2,000 part numbers for automotive, light truck, and heavy duty applications. Now part of the Bosch umbrella of automotive aftermarket products, Purolator’s advanced aftermarket filters include: PureONE and Purolator oil filters, PureONE and Purolator air filters, BreatheEASY cabin air filters, and the ‘forgotten filters,’ including transmission filters, fuel filters and PCV valves.

Robert Bosch – For more info, go to www.aptmag.ca/products/53043

June 19 - 21, 2008

SAME LOCATION: International Centre, Toronto, ON Canada

Canada’s Largest Automotive Aftermarket Event!

Learn from industry experts including Bob Greenwood, Kelly Bennett, Jean-Luc Sauriol, Paul Hyatt, Bruce Eccles, Mike Cleary, Craig Van Batenburg and more.

Source new suppliers and products from Canada, the United States and around the world including parts, systems, accessories, tuning tires, wheels, car cleaning and care, service repair and maintenance!

REGISTER TODAY for your FREE Expo Pass at: www.AutomechanikaCanada.com/AD5 Questions? Call: +1.866.984.8016 Everything that makes autos move

Automechanika Canada is where the aftermarket meets June 19 - 21, 2008.

Head gasket fix Bar’s Leaks has introduced Head Gasket Fix, which it describes as the first chemical solution to permanently repair head gasket and other major cooling system leaks, simply by adding it directly to the radiator where it mixes with existing antifreeze/coolant.

No flushing is required. Head Gasket Fix is effective in all gasoline and diesel engines. Bar’s Leaks Head Gasket Fix uses patent-pending formulas combining high-grade and specialty sealing liquids with various sizes of gasket-sealing particles to penetrate gaps and cracks, and then harden to permanently stop leaks.

Bar’s Products – For more info, go to www.aptmag.ca/products/53005 MAY 2008

Sponsoring Associations

CANADIAN TECHNICIAN 31

Lift height adapter

Asian import software

Rotary Lift has introduced a new extended height (EH) adapter to enable technicians using any frame-contact Rotary Lift model to properly pick up the Toyota Tundra and other light trucks, SUVs and vans.

Additionally, Rotary has widened the frame-engaging pad on this and its existing EH auxiliary adapter by half an inch, in order to accommodate new vehicles, many of which have wider frames.

The adapters are sold in kits of four, including mounting rack and hardware. The FJ6212 adapter fits any Rotary Lift frameengaging vehicle lift manufactured since October 1973. Rotary makes a full line of adapters, accessories and productivity tools to help technicians maximize their efficiency and productivity.

Rotary – For more info, go to www.aptmag.ca/products/56024

OTC has unveiled its new 2007 Asian Import Software Update Kits (P/N 3421-98) with System 3.0 for the Genisys Scan Tool.

Compatible with the new OBD II Smart Cable—which means faster access to more diagnostic power on the latest 2007 Asian models—the new update kits now integrate early OBD I system coverage and all of the latest OBD II vehicle protocols for Hyundai and Kia models through 2007 into a unified suite of vehicle repair data. Key features include automated system test, TPMS bidirectional tests for Toyota, Honda, and Mitsubishi, and EVAP bidirectional tests for Toyota, Honda, Nissan, Mazda, Hyundai and Kia. SPX – For more info, go to www.aptmag.ca/products/55006

Fuel pump strainer Federal-Mogul’s Carter fuel delivery products brand has introduced an exclusive new fuel strainer designed to dramatically reduce the incidence of fuel delivery issues. The Carter CleanScreen utilizes ultrasonically bonded, non-woven layers of filter media that retains

nearly twice the contaminant capacity of conventional original equipment and aftermarket-style strainers.

Carter CleanScreen strainers are offered in Carter replacement pump modules for applications with comparatively high incidence of strainer clogging and/or contaminant-related pump failure.

Federal-Mogul – For more info, go to www.aptmag.ca/products/56009

Wheel alignment Ranger Products has introduced its new CRT380R 4-wheel wireless alignment system for domestic and import cars and trucks.

Main features include eight-sensor CCD technology, Bluetooth data transfer and their highly refined ProSpec alignment software.

Designed for speed and simplicity all alignment steps are methodically displayed with vibrant animation to make the entire start-tofinish process faster and easy to understand.

Bend-Pak – For more info, go to www.aptmag.ca/products/54009

Project Car...

Old School?

www.whygo60.com

32 CANADIAN TECHNICIAN

New School?

866-869-9704

MAY 2008

One-piece spark plug Federal-Mogul’s Champion spark plug brand has introduced an innovative onepiece premium replacement spark plug. The new Champion Double Platinum Power spark plug (p/n 7989) utilizes a one-piece design that replaces the two-piece “highthread” original equipment plug utilized in millions of Ford 4.6L, 5.4L and 6.8L engines. The new one-piece design won’t separate during removal, and will never leave the base trapped within the engine block. In addition, the new Champion Double Platinum Power plug features an extended ceramic post that virtually eliminates flashover, and an advanced J-gap configuration that is easier to set and which helps ensure more efficient firing performance.

Federal-Mogul – For more info, go to www.aptmag.ca/products/56011

der head lift-off and thermal expansion and contraction occurring during engine operation. The design of these new MLS head gaskets, offered as replacement parts for Ford engines, also provides improved heat transfer between the engine block and cylinder head.

MAHLE Clevite – For more info, go to www.aptmag.ca/products/56018

Fuel pump assembly Spectra Premium Industries now offers all-

new Fuel Pump Assembly packaging.

From now on, every Spectra Fuel Pump Assembly will be delivered in this new packaging, which is better looking, with a new easy-to-open design. Spectra Premium Fuel Pump Assemblies are built to meet or exceed OE specifications.

Spectra Premium – For more info, go to www.aptmag.ca/products/56021

Your customers don’t need Q HorsePower as much as Ferrari owners do. They need it more. ™

Tachs and gauges A new product catalog is now available from Sunpro. The 31-page, high-gloss, four-color catalog offers full information about Sunpro’s line of performance tachometers and gauges, including the new Sport ST and Super III brands as well as traditional Style Line, Custom Line and 2-inch Retro Line offerings. Large, highly detailed product images make the new catalog visually dynamic. All products are accompanied by bullet points that highlight their particular features and benefits.

SPX – For more info, go to www.aptmag.ca/producst/55013

MLS head gaskets MAHLE Clevite has developed new multilayer steel head gaskets, featuring advanced Wave-Stopper technology for Ford Modular engines. The MLS head gaskets have four individual concentric waves, stamped from spring steel. They provide a constant, tight, flexible combustion seal that compensates for the range of motion caused by cylinMAY 2008

™

Q HorsePower

from Quaker State

®

No leading synthetic oil delivers more power.* •Heat-activated friction technology fights power-robbing friction • Helps maximize your horsepower under all throttle conditions •Recommended by Ferrari for every oil change •See Q power.com

UN LEASH ALL YOUR HORSES.® *Q HorsePower™ full synthetic motor oil SAE 5W-30 tested vs. leading synthetic SAE 5W-30s. Ferrari recommends Q HorsePower™ SAE 5W-40 and SAE 10W-60 for its cars. ©2008 SOPUS Products. All rights reserved.

CANADIAN TECHNICIAN 33

Grip-control filter

Redesigned lift arms

Purolator Filters has launched its premium Purolator PureONE oil filter with a unique 100 percent grip control feature that keeps fingers from slipping and makes installation trouble-free at any angle. At 99.9 percent efficiency, PureONE provides the aftermarket the highest Micronic filtration efficiency available. It is also engineered to trap up to 13 grams of microscopic contaminants (equal to

Rotary Lift has redesigned its SmartLift inground lift’s standard two-stage arms to enable them to reach manufacturer-recommended pick-up points on a much wider range of vehicles, from low-profile sports cars to full-size light trucks. Rotary is the first U.S. lift maker to offer side-mounted twostage arms on an inground lift. This positioning enables the inner arm to slide back through the outer arm tube to provide a minimum arm reach that is 2-1/2 inches shorter than old two-stage front arms. SmartLift’s

13 standard size paper clips) including dirt, metal shavings and insect parts.

Robert Bosch – For more info, go to www.aptmag.ca/products/56017

“It has made a huge impact on our business, and how we operate.

A lot of our success is due to what we’ve learned through Bob.” – Steve Booy, a member of the Automotive Aftermarket E-Learning Centre

new front and rear two-stage arms can retract to 19-5/8 inches and extend to 42-3/8 inches, providing a much greater arm sweep and reach. Two-stage arms are standard on SmartLift inground lifts (models SL210 and SL210i).

Rotary – For more info, go to www.aptmag.ca/products/56023

JOIN TODAY AT www.aaec.ca/canadiantechnician

Transmission kit

FOR ONLY

$

19

Mopar now offers complete transmission, transaxle and differential rebuild kits for popular Chrysler, Jeep and Dodge vehicles. The new transmission, transaxle and differential

95 /month *

* Minimum subscription of 12 months required.

“Plugging your own numbers and seeing them improve is a great incentive to keep learning.

This is my business education and it’s been a very positive

AUTOMOTIVE AFTERMARKET E-LEARNING CENTRE the Online Business Management Resource DEVELOPED BY BOB GREENWOOD

thing for my business. I know

Learn How to Effectively:

where I’m going and how to

• Reduce Stress in Managing your Business

get to the next level.”

• Improve Business Profitability

– Steve Booy, Steve’s Automotive, Woodstock, ON

• Improve Expense Control • Improve Labour Productivity • Realize the Potential of your Business • Manage the return you are making on your Investment in your Business • Experience an Improved Lifestyle Bob Greenwood

For More Information: Visit us at www.aaec.ca, or e-mail us at info@aaec.ca Register now at www.aaec.ca/canadiantechnician

34 CANADIAN TECHNICIAN

rebuild kits are ideal for getting the job done quickly and conveniently. Mopar offers complete rebuild kits for automatic transmissions and transaxles, and manual transmissions, as well as differentials. Applications cover some of the most popular Chrysler, Jeep and Dodge vehicles, including minivans, pickups and passenger cars. Each kit includes all the parts and authentic Mopar components needed for a complete rebuild job.

Mopar – For more info, go to www.aptmag.ca/products/52013 MAY 2008

On The Road To A Better World

eCatalogue direct link Carrus Technologies has completed the development and integration of a direct link from its AutoWay, GlassWay and CollisionWay software into the NAPA eCatalogue to allow customers to access the NAPA PROLink web site for Internet ordering. According to NAPA Canada the link to Carrus software will give service providers across Canada access to a powerful, fully bilingual ordering tool that will significantly increase efficiency. Shops can use the Carrus software to access the NAPA eCatalogue, access NAPA store inventories, get custom pricing and transmit part orders. Details can be found at www.carrustechnologies.com.

Carrus Technologies – For more info, go to www.aptmag.ca/products/56029

Protecting Our Environment with HFC 134a

Forane 134a is a zero ozone depletion potential refrigerant with properties similar to R-12 and is used as a pure refrigerant in automotive air conditioning.

Arkema can help you and the environment ... we are on the road to a better world.

MECHANIC'S OPPORTUNITY Live and work on tropical Savary Island, B.C.

134a

(Savary Shores Area) Arkema Canada Inc.

Garage and House $725,000 www.savarycoast.com • 604 483-4314

Fluorochemicals Group

1-800-567-5726

ForaneRefrigerants.com

GET YOUR FREE SUBSCRIPTION – FILL IN THIS CARD! ❏ Yes, please send (continue to send) CANADIAN TECHNICIAN magazine – FREE! ❏ No... do not send CANADIAN TECHNICIAN magazine to me.

Signature

Date

Please Fax Back To:

416/614-8861 or mail to

Name: Company Name: Company Address: City:

Province:

Telephone:

Fax:

Postal Code:

IMPORTANT!

You must answer all questions

e-mail:

2. I am provincially licensed to repair vehicles: ❑ Yes ❑ No

3. I specify, select, approve or influence/recommend the purchase of automotive replacement parts, tools, or equipment (check all that apply): ❑ Specify ❑ Select ❑ Approve ❑ Influence or recommend ❑ None of the above 4. The type of work we do here includes (check all that apply): 1. ❑ Oil / filter / lube service 2. ❑ Battery sales / service 3. ❑ Brake service 4. ❑ Engine repair / overhaul 5. ❑ Engine performance / emissions / tune-up

6. ❑ Electrical service - chassis 7. ❑ Electrical service - engine 8. ❑ Exhaust / muffler / catalytic converter 9. ❑ Shock / strut service 10. ❑ Steering / suspension service 11. ❑ Wheel alignment / wheel service 12. ❑ Transmission / transaxle service or overhaul (automatic) 13. ❑ Transmission / transaxle service or overhaul (manual) 14. ❑ AC service 15. ❑ Cooling system / radiator service 16. ❑ Emission control service 17. ❑ Clutch service 18. ❑ Fuel injection service 19. ❑ Diesel engine service 20. ❑ Tire sales / service

Have a comment to make about Canadian Technician?

We’re listening. _________________________________________________ _____________________________________________________________ _____________________________________________________________

❏ Please call me, I have a story idea for Canadian Technician.

MAY 2008

MY JOB TITLE IS (CHECK ONE ONLY): ❑ Shop owner / Shop manager ❑ Administration ❑ Service writer / Service manager ❑ Lead technician / Shop foreman ❑ Technician ❑ Apprentice ❑ Other (specify):_________________ 5. Average number of vehicles serviced at this location per week: _______________________________________________________ 6. Number of service bays at this location: _______________________________________________________ 7. Number of mechanics/technicians employed at this location: _______________________________________________________ 8. Number of apprentice technicians employed at this location: _______________________________________________________

What would you like to see more of in Canadian Technician?

❏ Human interest stories and profiles ❏ Technical articles ❏ Business management articles ❏ New product information ❏ News about supplier companies

May 2008

1. This location is a (check one only): A. ❑ General service and repair shop B. ❑ Specialized service and repair shop C. ❑ Service station with repair facilities D. ❑ Automotive rebuilder E. ❑ New car/truck dealer F. ❑ Body shop with repair facilities G. ❑ Fleet owner with repair facilities H. ❑ Other (specify): ________________________

451 Attwell Drive, Toronto, ON M9W 5C4

CANADIAN TECHNICIAN 35

1

3

OFFICIAL RULES AND REGULATIONS 1. To enter, print your full name, workplace, work address, telephone number, and e-mail address on the official entry form and post it to Canadian Technician magazine, 451 Attwell Drive, Toronto, ON, M9W 5C4. Or fax it to 416 614-8861.

2. Only one ballot per person.

3. Entries must be received no later than 8:00 p.m. EST on the closing date.Closing dates for 2008: May 2008 Goodyear AutoPuzzle: August 17, 2008 June 2008 Goodyear AutoPuzzle: September 17, 2008 August 2008 Goodyear AutoPuzzle: October 17, 2008 September 2008 Goodyear AutoPuzzle: November 17, 2008 October 2008 Goodyear AutoPuzzle: January 17, 2009 November 2008 Goodyear AutoPuzzle: February 17, 2009 December 2008 Goodyear AutoPuzzle: March 17, 2009 Canadian Technician will not be responsible for late, lost or destroyed entries and, as well, any accident, printing, administrative or other error of any kind in connection with this contest. NO PURCHASE NECESSARY.

AUTO PUZZLE

7

8

9

Ç Ç

Ç

Ç

11

Ç 13 Ç ` 19 21

Ç

18

4. GRAND PRIZE: There will be one (1) grand prize available to be won, consisting of an Apple 80G iPod, having an approximate retail value of $260.00 each. The approximate retail value of each prize is that stated by the supplier of the prize as being in effect thirty (30) days prior to the launching of this contest.

5. A random draw will be made by Newcom Business Media from all eligible entries received on or before the CONTEST CLOSING DATE. In order to win, the selected entrants must first correctly answer a time limited mathematical skill testing question without assistance or mechanical or electronic aid and will be required to sign a standard declaration and release form confirming compliance with the contest OFFICIAL RULES AND REGULATIONS and acceptance of the prize as awarded. No substitution for, or transfer of the prize, will be allowed except that in the event the stated prizes are unavailable due to reasons beyond the control of Canadian Technician, a prize of equivalent nature and value will be available to be won. The prize will be delivered only to the confirmed winners.

6. The contest is open to all residents of Canada who have reached the age of majority according to the law of the province in which they reside, except, and employees of Canadian Technician, its affiliated companies, its advertising and promotional agencies and all persons residing in their respective households. If a selected entrant has not reached the age of majority in the province in which he or she resides, the authorization of his or her parent or legal guardian will be required in order to participate in the contest and accept a prize as awarded.

7. The chances of being selected depend upon the total number of entries received.

Canadian Technician reserves the right to cancel or suspend this contest in the event of any accident, printing, administrative or other error of any kind. This contest is subject to all applicable federal, provincial and municipal laws. Only one prize per family, household or address will be awarded.

8. All entries become the property of Canadian Technician, address, and no correspondence will be entered into except with the selected entrants who will be notified by mail or telephone. Entrants, by entering this contest, consent to the use of their name and/or photograph, without compensation, in any future publicity carried out by Canadian Technician.

The GOODYEAR (and Winged Foot Design) trademark is used by Veyance Technologies, Inc. under license from The Goodyear Tire & Rubber Company.

Goodyear Engineered Products are manufactured and sourced exclusively by Veyance Technologies, Inc. or its affiliates. The Gatorback trade name is licensed to Veyance Technologies, Inc. by The Goodyear Tire & Rubber Company. ©2008 Veyance Technologies, Inc. All Rights Reserved.

S

A

P

L

E

L

I

A I

N

T

Ç

Ç

S

S T

T A

U S

L

E

N V

U

N

C L

Ç

B

A E

L

K

E

Ç

P L

O D

L

A R

V

S S

L R E

A

L M

S A

E

E E

D

O

I L

A

I

C T

E G

I

E A

A

D

K

G

A L

S

A

C A

U

A

S

S A

R

Y U

P

K

P

O

L

$50 100!

WIN $

Name:

Ç

Ç

20

O

N

20. Type of valve.

21. Pipes or chambers with multiple openings used to connect various cylinders to one inlet or outlet.

24. Subaru’s mid-size car introduced in February 1989 as a larger companion to the company's Leone/Loyale.

25. Physicist,mathematician,and astronomer who described universal gravitation and the three laws of motion.

DOWN

1. Fusible metal alloy with a melting point or melting range of 90 to 450 °C often used to join metallic surfaces.

2. Short form for ‘operations,’often used in conjunction with the words ‘special,’‘black,’or ‘tactical.’

4. The white ball in pool,billiards,and snooker.

5. A substance which can cause death when a living organism breathes,ingests,touches,or is in some way exposed to it.

6. Inert gas with many uses,including fire suppression,thermal insulation,and as a fill gas in incandescent lighting.

7. Current of air.

8. Breaks down and becomes incorporated into liquid.

11. Sudden expulsion of air,usually accompanied by a noise,often indicated a problem or malfunction.

12. Avoid.

15. Ethylene ______,often used as an automotive antifreeze.

16. Cutting utensil.

17. Deposit which forms in combustion chambers during the burning of fuel and lubricating oil.

22. Film speed acronym.Also a U.S.-based automotive aftermarket association.

23. _____ Jones Industrial Average.Stock market index used as investing benchmarks.

Congratulations to Joseph Champion of Triple C Automotive in Bishop’s Fall,NL,for solving our February 2008 puzzle.

Send your solved puzzle to Canadian Technician.

We’ll draw a winner on August 17,2008.

Send to 451 Attwell Drive,Toronto, ON M9W 5C4.Or fax to 416-614-8861.

Workplace: Work address: Phone:

email:

Question of the Month: What celebrity would you most like to hear speak at an automotive event?

Veyance Technologies Canada, Inc.

36 CANADIAN TECHNICIAN

17

23

L

E

I O

O U

U

E

V

E

Ç

22

D T

I

X

S

H

R

E A

B

Ç

25

A

U

Ç

10

Ç

February 2008 Auto Puzzle A

12

16

ACROSS

R

Ç

14

15

O

Ç

Ç

1. Four-______ engine.

3. Type of light-duty truck.

7. An internal combustion engine that relies on atmospheric pressure for air intake is said to be naturally __________.

9. Impaired driving charge (acronym).

10. Relatively new field of study dedicated to improving traffic flow using new technologies (acronym).

11. Deprive of air.

13. Suspension component.

14. Station-_______ (type of passenger car).

18. A moveable joint or mechanism on which a door swings.

19. Old-fashioned term for ‘yes,’often juxtaposed with its opposite:‘nay.’

C

5

6

24

Win a monthly prize pack of a Goodyear Engineered Products branded polar fleece jacket, golf shirt and baseball hat. One grand prize of an Apple 80G iPod will be awarded.

4

MAY 08

PERFORMANCE YOU CAN TRUST

2

* Answers may be published in Canadian Technician.

continued from page 38 Hans went after the speed sensor first.”

“Yeah, ’cept he was only guessing,” said Tooner. “I’m curious why he can’t get any codes on his scan tool. I mean, the ABS light is on, so there’s got to be a code.”

“Simple,” said Basil. “These models with rear ABS don’t display codes through the scanner; you have to do it the old way by grounding the diagnostic connector at the right front kick panel and count the ABS light flashes.” Basil showed Beanie how to do it, and he came up with a code 09 – high resistance in the ABS speed sensor circuit. A testing of the two-wire loom confirmed that the red wire had an open circuit.

Beanie frowned. “Gee, where would a guy start looking? These wires run from the dash to the rear axle!”

Tooner cleared his throat. “If you want my educated opinion…” He glared as Beanie interrupted with a snort of laughter. “All right, if you want my best guess, I’d say the wiring connector in the left rear floor area. If it had water around it, there’s bound to be troubles.”

Sure enough, once the fellows pulled the connector apart, they found a corroded terminal deep inside. With a new connector installed, the little truck’s ABS riddle was solved.

The only problem was we’d run out of work for the day, and that meant Beanie and Tooner were right back at it, making up jokes cornier than an Iowa farmer’s field. “Hey, Tooner,” hollered Beanie from across the shop. “Does your face hurt?”

Tooner frowned. “No. Why?” “Well, it should! It’s killing me!” The last thing I saw was The Bean racing across the parking lot with Tooner in hot pursuit, swinging a crescent wrench above his head.

Someone once told me that laughter is a tranquilizer with no side effects. But that all depends on who’s getting laughed at.

ADVERTISER INDEX Advertiser Automotive Aftermarket E-Learning Centre

Page 34

Website Address aaec.ca

Phone 1-800-267-5497

Affinia (Raybestos Brakes)

16

www.raybestos.com

1-800-665-4741

AIA Canada

30

aiacanada.com

Arkema 700 Third Line Oakville, ON L6J 5A3

35

www.arkemagroup.com

1-800-567-5726

ASC Industries 2100 International Parkway North Canton, OH, 44720

4

www.asc-ind.com

1-330-899-0340

Maremont Canada 3600A Lakeshore Blvd.West Toronto ON M8W4Y8

32

www.maremont.com

1-800-882-6833

Goodyear

36

www.goodyearbeltsandhose.ca

1-888-275-4397

Imperial Oil (Mobil 1)

12, 13

www.imperialoil.ca

1-800-567-3776

KYB America LLC 140 North Mitchell Court Addison, IL 60101

22

www.kyb.com

1-630-620-5555

Motorist Assurance Program of Canada

19

www.motorist.org

905-726-8886

Mechanics Opportunity

35

www.savarycoast.com

604 483-4314

Messe Frankfurt (Automechanika Canada)

31

www.AutomechanikaCanada.com/AD5

1-866-984-8016

Mopar

11

www.mopar.ca

1-866-38-MOPAR

NAPA

25

www.napaonlinecanada.com

1-866-GET-NAPA

Pennzoil-Quaker State 1101 Blair Road Burlington, ON L7M 1T3

33

www.pennzoil.com

1-800-263-6200

Red Line Detection

21

www.redlinedetection.com

877-55-SMOKE

2, 39

www.snapon.com

1-800-734-2676

SPX Canada 5695 Whittle Road Mississauga, ON L4Z 3P8

8

www.genisysotc.com

Contact local agent

Tenneco Automotive 1 International Drive Monroe, MI 48161

7

www.monroe.com

Visit our website

40

www.worldpac.ca

800 463-8749

w w w. r e d l i n e d e t e c t i o n . c o m

Special thanks to Dennis Frey of Lloyd Frey’s Garage Ltd in Floradale, Ont. for this month’s diagnostic solution.

Rick Cogbill is a licensed technician and former shop owner in Summerland, B.C. You can reach Rick at rick.cogbill@shawcable.com.

MAY 2008

Snap-on Tools of Canada 2325 Skymark Avenue Mississauga, ON L4W 5A9

WORLDPAC

Worldpac

CANADIAN TECHNICIAN 37

The Car Side

By Rick Cogbill

e

Riddle: \ ri-d l \ n: a mystifying, misleading, or puzzling question posed as a problem to be solved or guessed.

—Merriam-Webster’s Online dictionary “Riddle me this, Tooner-man,” said Beanie at coffee break. “What is greater than God, more evil than the devil; poor people have it, and rich people need it?”

I sighed. You can always tell how the week’s going by the topics at coffee break.

Today it was riddles.

“That’s too easy,” scoffed Tooner. “The answer is ‘nothing’.”

Basil spread a second layer of cream cheese on his bagel. “I’ve got a good one for you, Beanie. ‘Three eyes have I, all in a row; when the red one opens, all freeze.’”

“Sheesh,” muttered Tooner. “That sounds like my mother-in-law!”

I massaged my forehead to ease the growing migraine. “C’mon, guys; stick to the high road. The proper answer is a traffic light.”

Thankfully, Quigley appeared in the doorway. “I got Hans from Import Auto on the line. They’ve got a small pickup giving ’em troubles. Have we got time for a look?”

“Absolutely!” I grabbed the portable phone out of Quigley’s hand and listened while Hans described the situation. When he was done, I hung up and turned to the crew. “Okay, listen up. I’m a 2000 Ford Ranger with a 3.0L engine and automatic transmission. My ABS light is on, the transmission won’t shift, and my speedometer doesn’t work. What’s wrong with me?”

Tooner sniffed. “Got any codes?”

“Nothing that comes up on their scanner.”

“Hey, pick me! Pick me!” Beanie jumped up and down excitedly. “Uh, no codes – that means… nothing’s wrong!”

Basil heaved a great sigh and shook his head. “Bean, Bean, Bean… you have so much to learn.”

A few minutes later, Hans arrived with his truck. “I don’t know what to think, Slim,” he said dejectedly. “We usually only do imports, but these Rangers are so 38 CANADIAN TECHNICIAN

The Ranger Riddle

much like a Mazda that we thought we’d take a stab at it.” Hans explained that because the ABS light was on, they took a wild guess and replaced the ABS sensor in the rear differential. “That seemed to help for a bit,” said Hans. “But then the trouble came back.”

“What’d you do next?” I asked.

“Well, we looked it up on Identifix and discovered a common problem. Water gets into the left rear floor area, causing trouble with the wiring loom connector.”

Hans shrugged his shoulders. “We dried everything up and sealed it with some grease, but that only worked for a week.”

He handed me the keys as his ride showed up. Climbing in, he said, “My next guess was gonna be the ABS module, but without any trouble codes, I’m feeling kinda nervous.”

“Leave it with us,” I assured him. “The

gang is in the mood for riddles, and this sounds like a good one.”

I brought the truck into the shop and had everybody gather around. “OK, Einsteins, let’s hear your suggestions.”

Basil rubbed his chin. “I think Hans and his crew were certainly on the right track. It’s obviously a problem with the speed sensor circuit.”

Beanie frowned. “How so?”

Tooner snorted. “It’s obvious, Bean.

What do the speedometer, the transmission, and the ABS all require to operate?”

Beanie screwed up his face and concentrated so hard I thought he was gonna bust a gasket. Suddenly his eyes popped open. “I get it! They all need to know vehicle speed!”

“Exactly,” agreed Basil. “Which is why

continued on page 37 MAY 2008