Canadian Technician November 2008 by Annex Business Media

NOVEMBER 2008

Electrical diagnosis MADE EASY Canadian Mail Sales Product Agreement #40063170 Registration 10833. Return postage guaranteed. Newcom Business Media Inc., 451 Attwell Drive, Toronto, ON M9W 5C4

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ALSO:

■ B.C. apprentice system… it’s finally official ■ Will Eastern Canada hoard winter tires? ■ All charged up: new battery technologies www.canadiantechnician.ca

ÂŠ 2008 Snap-on Incorporated. All rights reserved. Snap-on, InPulse, ISO-RIDE, Instinct, Dual80 and Techwrench are trademarks of Snap-on Incorporated. Pictures are for illustration purposes only. SpeciďŹ cations subject to change without notice.

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THE POWER SOURCE: CREATED BY TECHS, FOR TECHS. Techs and shop owners from around the country had a hand in creating EPIQ. In customer clinics and research groups, Snap-on got dozens of ideas and insights about most-wanted designs and features. Techs told us what worked. What could work better. And what didn’t work. The result is the ﬁrst storage unit that works the way you do—because you created it.

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Departments Editorial . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .7 Letters . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8 Reader Rides . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .8 Out & About . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .11 EyeSpy . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .13 Service Notes . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .15 Product Central . . . . . . . . . . . . . . . . . . . . . . . . . . . .26 Auto Puzzle . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28 Ad Index . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .29

Columnists Management S.O.S. . . . . . . . . . . . . . . . . . . . .16 By Kelly Bennett

The Greenwood Report . . . . . . . . . . . . . . . . .18 By Bob Greenwood The Car Side . . . . . . . . . . . . . . . . . . . . . . . . . . .30 By Rick Cogbill

Features A Question of Ethics . . . . . . . . . . . . . . . .21 One of your customers is selling his car. How much do you tell prospective buyers about the condition of the vehicle if they ask? You’d be the one to know… but how much should you say? Our ethics panel weighs in.

Electrical headaches solved . . . . . . . . .22 Well, we can’t promise miracles. Some interesting case studies, along with new diagnostic tips for your own adventures.

Taking charge . . . . . . . . . . . . . . . . . . . . . .25 New battery technology doesn’t mix well with old fashioned battery chargers. Make sure you understand what’s really going on before you hook anything up.

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Editorial VOLUME 13

NUMBER 9

EDITOR Claire Newman claire@canadiantechnician.ca EDITORIAL DIRECTOR Allan Janssen ajanssen@canadiantechnician.ca (416) 614-5814 PUBLISHER Mark Vreugdenhil mark@canadiantechnician.ca (416) 614-5819 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 Hans Zundel 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

“Are you sure?” By Will Enns Phone: 250 / 404-0411 www.canadiantechnician.ca/covers NOVEMBER 2008

Managing perceptions Choice is the key benefit of a healthy independent aftermarket. By Claire Newman Two major newspapers had articles in the past few weeks implying that independent service stations aren’t fit to work on newer vehicles. One inference – in the Globe and Mail, Sept. 1 – was likely unintentional. The article discussed access to tools and information, and seems to have given some consumers the notion that servicing new vehicles is beyond the capabilities of independent shops. I know of a shop owner in Edmonton who fielded calls from frantic customers who wanted to know why she could no longer help them. The other inference, however, in a column in the Wheels section of the Toronto Star on Oct. 4, was clearly a deliberate attempt to discredit independent shops. Written as it was, by the president of the local dealer’s association, I have every hope that most readers will have recognized it for what it was: a misleading and self-interested attempt to scare consumers into OE service bays. This misconception about consumers having to go back to dealers for service just doesn’t seem to go away. Car manufacturers even admit that competent work done by independent shops does not void the car’s warranty. Independent shops, furthermore, invest thousands of dollars in training, equipment, and tools to do their jobs properly, and keep consumers safely on the road. Independents must be doing something right, because J.D. Power & Associates recently named a bunch of independent shops, including OK Tire, Certigard, and Autopro as standouts for customer service satisfaction among 38 automotive service providers, including dealerships. In fact, among the top 10, eight were independent franchises. Independent shops from coast to coast service and maintain late-models vehicles without hesitation, and they work hard to

ensure they’re up to the challenge. And yet, this incorrect assumption that dealers are the only ones who can service a vehicle persists, no matter how high independents score, no matter how satisfied their clients are, and no matter how much they spend on training. This was the point I made in my response to the Star’s column – published a week later, along with a letter from a Toronto-area consumer and a Toronto-area shop owner. I know of several other letters that were written but not published by the Star. It comes as no surprise to me that the Star’s column struck a nerve. We are now officially in challenging economic times. People are more concerned than ever about how their dollars should be spent. They’re also more interested in making their present vehicle last. Few of us are planning major purchases unless they are absolutely necessary these days. That’s why the independent sector plays such an important role. Beyond offering enough service bays to meet the demand for automotive repair and maintenance (the OE bays alone would be full to overflowing if independents weren’t around), they offer consumers something that a market economy requires: choice. Choice is the key benefit of a healthy independent aftermarket, and misleading consumers is absolutely unacceptable, and gives our industry a bad reputation. Dealerships can try to scare people back into their own bays with misleading statements and unflattering innuendo. But year after year, customer satisfaction surveys like the J.D. Power study prove there is a reason independents thrive. Consumers are choosing to spend their money where they feel most appreciated.

You can reach me at 416/614-5824 or claire@canadiantechnician.ca. CANADIAN TECHNICIAN 7

LARRY DICKISON

LETTERS

Thanks for a good read! I’ve been wanting to write you ever since Placid’s Body Shop closed. I’m Placid’s wife, Jeanne, and I also enjoy going through the magazine. Our son, Don, who was working at the body shop, passed away last year. Placid is now in a nursing home for Alzheimer patients, so the body shop is closed for good. Nevertheless, I want to thank you so much for providing us with a good read for so many years. Jeanne Amirault West Pubnico, NS

Thanks for the knowledge… and profits! Re: “Bottom line management,” September 2008 I’d like to hear more about the different service packages Kelly Bennett created, and get the list of inspection opportunities mentioned. I have a small, three-bay shop surrounded by half a dozen others, and have been in business for 20 years. I’m a maintenance repair shop, and have been long before most people thought it was a good idea. I’ve always done my best to inform my new and old customers of the condition of their vehicles, whether they like it or not. Funny how some would rather not know. I enjoy reading Kelly’s articles. The knowledge I gain produces increased

profits one way or another. Keep up the good work. Jim Belway Jim’s Hi Tech Auto Repairs Stittsville, ON

Charge customers tax on a “tax?” Re: “New Ontario filter fees feed diversion program,” September 2008 I’m surprised you didn’t mention the program’s downfalls. Stewardship’s website states that they’re not even sure if the fee is taxable, so just tax it for now, and they’ll figure that part out later. It’s not clear yet if customers are paying tax on a “tax.” And plastic oil containers? No one will collect them for $0.045 each. Did anyone ask recyclers what it costs to collect and transport these items? We’re paying to have these items picked up, yet no one

will pick them up. That’s unfair. Don’t get me wrong, I’m all for the environment and we recycle as much as possible. It just doesn’t seem like this program was thought through, especially since they gave us only two weeks notice of the changes. Jason Hurdle Midas Auto Service Midland, ON

Showing financial support Re: “CIAA begins membership drive,” September 2008 We’re proud of the inroads the Canadian Independent Automotive Association has already made, and donate regularly to help them fight more effectively and protect our rights as small business owners. Small business owners may not be deeply affected by the Right to Repair issue yet,

RIDES

Reader

Chris Burns sent in this picture of his 1967 Chevelle SS 396. “Not quite grandma's car anymore,” he wrote. “Nasty street car. Low twelves as-is at the strip. No cage, no slicks. Many upgrades. Even has a tether anchor for my daughter’s child seat. Go daddy go!” You can see more “Reader Rides” on our web site at www.canadiantechnician.ca. We’re running low on submissions, so please snap a photo of your hot ride before you put it away, and send it to claire@canadiantechnician.ca

8 CANADIAN TECHNICIAN

NOVEMBER 2008

but it’ll be increasingly important in our daily operations. It’s fine to verbally support the Right to Repair battle at conventions, but it’s time to put our money where our mouths are. If we continue allowing big business to control our future, we’ll have no one to blame but ourselves. Brian and Beverly Kaltenbruner Harold’s Auto Service Lethbridge, AB

Are electric vehicles suitable for Canadians? As I head off to work, I have the wipers, headlights, and rear defroster on, and the blower on high. I was reflecting on some of the tech articles about electric and gaselectric cars and thought, “Wow… electric car and instant heat in the morning. That’d be great for an older tech!” Then I realized that I was probably already using 45-50 amps of 12-volt power with hot water heat and defroster. With a 45-50 amp draw on the vehicle’s electrical system, this heater feels like it’s blowing 2500 watts of 120-volt electricity. Does anyone have any insight on the efficiency or cost effectiveness of electric cars from September through May, when we have high electrical and heat demands? I’d appreciate an article, as many of my customers have questions. I do believe there’s room for electric vehicles in some stable climate areas… but I wonder about how suited they are to severe weather conditions. Rob Smuck Smuck’s Garage Fisherville, ON

Congratulations from south of the border Re: “This is not goodbye,” September 2008 I just read Allan Janssen’s editorial in September’s Canadian Technician and wanted to send my congratulations and best wishes in his new role. I know he’ll do a great job – and it appears that his successor, Claire Newman, comes in with strong credentials and skills. I wish you both continued success and a great year ahead! Ms. Robbie Addison ASA Mechanical Division Manager Bedford, TX NOVEMBER 2008

Be proud of your profession There’s much to accomplish in our industry, and I feel that we, as a profession, are keeping ourselves down. We’re not a trade, but a profession. What does your license say? Not mechanic. Automotive service technician. Be proud. We need to continually fine-tune our businesses and have a game plan for our future. There’s no question our industry is soft right now,

but we need to use the tools available to us to keep our bottom line healthy. Everyone in our industry needs to get on the same page. No more free scanning and diagnosis on the parking lot. We’re worth more than this! Lee Ann Brazolot College Auto Tech Guelph, ON

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&About

B.C.’s apprenticeship changes become official in January Long-anticipated changes to B.C.’s AST apprenticeship program will become official next year By Claire Newman

NOVEMBER 2008

Moore named president, CEO at Mister Transmission Randy Moore, long-serving vice president of operations at Mister Transmission, has been promoted to president and chief executive officer. He takes over for Bruce Brillinger who will maintain an active role as chairman of the company he founded in 1963. Moore, who has been with Mister Transmission for 31 years, says he will continue to stress the importance of technical training, as well as find ways to increase the company’s presence in the province of Quebec.

Snap-on reveals holiday specials on web site

B.C.

apprentices will now be rewarded with permanent certification for completing each of four levels on their way to earning their automotive service technician license. It’s the most notable change to the AST apprenticeship system since B.C.’s Industry Training and Apprenticeship Commission (ITAC) was disbanded in 2002, and the Industry Training Authority (ITA) was established in 2004. Apprentices will no longer be categorized by their years of participation in the program but by the level they’ve achieved. So someone who has passed the second level exam will be known as a “level two apprentice” as opposed to a “second-year apprentice.” “We did that to address some situations that are already happening in the industry,” says Lloyd Stamm, CEO of the Automotive Training Standards Organization in Burnaby, B.C. “We’re just formalizing what’s already going on.” The new approach was developed over the past few years and introduced in a rolling start. It will be officially launched Jan. 1, 2009. Stamm says the permanent certification is particularly appealing to apprentices, some of whom have no intention of seeing the program through to achieving their AST license. “Apprentices are happy,” he explains, “because they can get a credential at the end of a year. It supports a generation that is looking for constant rewards. And we see the bigger picture, that some of them aren’t going to complete the entire program, but they’re going to get something out of it. They’re investing their time and money, and previously there was no credit

Supplier News

Licensed technician Ryan Marshall, and apprentice Josh Turner, at Fifth Avenue Auto in Westbank, B.C.

for that.” Apprentices who complete the fourth level are eligible to write the provincial qualification exam, which is also the interprovincial Red Seal exam. “We’re supporting Red Seal,” says Stamm. “We see that as a huge benefit – that came through loud and clear. Industry wants Red Seal.” “The current demographic that we’re dealing with, they’re more about instant gratification,” he says. “They can see a year out, but they can’t see four years out.” These changes aren’t drastic, but they have been very well received. B.C.’s apprenticeship numbers have grown for four straight years. “We aren’t really doing anything different,” Stamm explains. “We’re just formalizing what already existed in the industry, and we’re also trying to address some of the attrition. Currently about 50 per cent of the people who sign up for AST actually complete their Red Seal – they’re not finishing their Red Seal, but they’re still out there practicing.” Stamm is enthusiastic about the changes. “It’s been a long time coming. We’ve done lots of industry meetings, and every time we go out and talk about it, employers say this is great.”

Responding to requests from consumers looking for gifts for the professional techs and DIYers in their lives, Snap-on has put some ‘holiday specials’ on its web site at www.snapon.com. Items, ranging from a 100-piece general service set to a 3/8” ratchet, are available at special pricing for the holidays. Prices are good through Dec. 19, 2008 and while supplies last. No rain checks are available for these items.

General Parts names new executive vice president Dale Ward has been named executive vice president, marketing and merchandising at General Parts, reporting directly to president Temple Sloan, III. With over 35 years of experience, he has headed numerous acquisitions, reorganizations and negotiations and has held senior executive level positions in retail store operations, commercial operations and sales, and merchandising and marketing.

Wix announces winners in fleet and ag promotion WIX Filtration Products has concluded a heavy duty filter promotion, designed to assist traditional jobbers gain a foothold with fleet and agricultural accounts. The promotion featured scratch and win cards distributed to fleet and agricultural accounts with every purchase of any premium WIX heavy duty filter. Prizes included Tshirts, digital cameras, DVD Players, watches, sunglasses, and retail gift cards. The grand prize, a Polaris “Stealth” ATV, was won by Hardy Maendel of Total Town & Country Repair, in Plattsville, Ont.

Wayne Heimpel, Paul McKay of Heimpel Automotive, Hardy Maendel, Helen Maendel of Total Town & County Repair, and Bill Cole of Wix.

For more information: www.itabc.ca or 1-866-660-6011. CANADIAN TECHNICIAN 11

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OUT & ABOUT

Supplier News

Quebec’s winter tire legislation comes into effect

Wakefield welcomes Dave Fifield back to Canada

Quebec is the first province to require the use winter tires, but will there be any left for the rest of of us? By Claire Newman

ith the launch of Quebec’s mandatory snow-tire law, some industry observing are predicting tire shortages in other parts of the country. Some published reports have suggested that motorists in Eastern Canada, in particular, might have difficulty sourcing winter tires. In Quebec, snow tires must be mounted on all the wheels of all passenger vehicles and taxis from Dec. 15 through March 15. Offenders face fines ranging from $200 to $300, but no demerit points will be deducted. Heavily worn winter tires are not acceptable, either. The depth of the tire’s tread must be more than 1.6 mm for a vehicle that weighs less than 3000 kg, according to Quebec’s highway safety code. Studded tires are not covered by the new legislation, and are still allowed between Oct. 15 and May 1. Philippe St-Pierre, communications officer for CAA Quebec, says the vast majority of motorists are in favor of the new changes. “The ministry of transportation’s latest statistics show that almost 90 percent of Quebecers already use winter

tires,” he said. There are concerns, however, that the increased demand for tires in Quebec will cause shortages in other provinces. St-Pierre says it’s too soon to tell if there will be a run on snow tires, and a subsequent shortage. “There might be some problems finding tires in Montreal and the suburbs of Montreal, because the weather is so different from that of Chicoutimi, or any regions in the province. At this time we don’t know.” A quick survey of shops in other provinces revealed a few signs of trouble. Bill Campbell, manager of Cheapy Tire in Dartmouth, N.S., for example, says he’s starting to notice his supply of winter tires dwindle. “We haven’t run out of anything, but we definitely think it’s going to be a factor,” he says. “I don’t think they’re going to be able to compensate, because they’ve already got the tires made. They only make winter tires early on in the summer, and then they just don’t make any more.” Transports Quebec estimates 4.5 million vehicles will be affected by the legislation.

Dave Fifield has been named chief operating officer for Wakefield Canada after having held many senior executive positions with BP/Castrol around the world. Most recently, he served as British Petroleum’s vice president of marketing, strategic accounts based in Sunbury on Thames, U.K. In the 1980s Fifield was director of marketing and technology for Castrol Canada. Wakefield, which recently celebrated its third anniversary in business, is the exclusive Canadian distributor and marketer of Castrol lubricants.

Universal Products has new representation in Canada Universal Products Inc., of Baltimore, MD, has enlisted Brian Kemp of Refrew, Ont., to distribute its line of automotive sealant products in Canada. The line includes Red Angel AC stop leak, White Shepherd oil stop leak, and Blue Devil engine and cooling sealant. Kemp can be reached through the new Canadian web site, www.universalproducts.ca.

NGK launches new ‘social networking’ site NGK has developed the ‘ArtofFast.com’ online community, a new social networking web site that allows enthusiasts to explore the deep connection that exists today between ‘man and machine.’ The site, at www.artoffast.com, offers a forum for car-lovers to discuss their vehicles and lifestyles. It allows users to upload vehicle pictures to a virtual garage, schedule local events, and connect with thousands of other users.

Permatex announces key executive promotions Andy Robinson has been promoted to general manager of Permatex, assuming the position previously held by Mike Zimmerman, who will now become vice president/general manager of ITW’s Performance Polymers and Fluids Group (Automotive Aftermarket), of which Permatex is a part. Greg Mostoller has been named general manager of Spray Nine Corp/vice president operations Permatex. Gaoya Chen has been promoted to director of Permatex International sales and marketing.

Trico announces new VP of sales and marketing How did this thing even stop? Andrew Riley, from OK Tire & Auto Service in Newmarket, Ont., sent in this picture of a 1996 Honda Odyssey with 316,000 km. “The customer complained the brakes were grinding for over a month,” he writes.“As you can see, the outside brake pads no longer exist, and the caliper was the only thing stopping the rotor.” Yikes!

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: claire@canadiantechnician.ca. NOVEMBER 2008

Brian Norko has been named vice president of sales and marketing, aftermarket for Trico Products. He’ll report directly to Jim Finley, president and CEO.

GM explores potential sale of ACDelco GM announced that it’s exploring a potential sale of ACDelco. The sale would encompass their global automotive aftermarket business, including: GM OE and non-OE parts, as well as associated business such as training, marketing, sales support, service center support, and customer programs around the world. The selling process began in October. Published reports indicate that Merrill Lynch has been hired to assist in the possible sale.

CANADIAN TECHNICIAN 13

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n.ca www.canadiantechnicia adiantechnician.ca E-mail Claire: claire@can

Maremont open house

ntly, to Maremont held an open house rece they and – use eho show off their new war ition add In d. prou be to on have good reas was e ther ys, awa give and food t to the grea o. dem also an informative pipe bending differMaremont’s Jim Fox explained the some why out ted poin and n, ent constructio was it Plus rs. othe than e mor pipes cost bend a neat to see a computerized machine diate rme inte an into length of straight pipe time still also re’s The nds. pipe in just seco ge Dod zed omi cust the win to r ente left to Challenger. Enter at mb/. http://powerblocktv.com/cherrybo to! pho a us send , Hey, if you win

Employee memberships (and benefits) now available

anizaTechnicians don’t have a formal “org help. may tion,” but here’s something that of ilers Reta rket rma The Automotive Afte ee ploy “em ring offe now is Ontario (AARO) will ing train and efits ben so ,” hips members having be available to technicians without to rs loye emp al to rely on their individu . provide them The employee membership offers including technicians programs and services rance, insu tool ing, AARO’s technical train rates, e tgag mor e, ranc insu home and auto a plus – e ranc insu y bilit disa and and life t den acci l ona complimentary $10,000 pers for o.ca .aar www insurance policy. Visit more details. country Hopefully technicians across the too. will have similar options soon

ee Dexcool: long-life, not maintenance-fr its

l, GM plans to continue using Dexcoo seeable fore the for , lant coo ne long-life engi s who tech future, and has some advice for service these vehicles. s on,” “I think what we really need to focu GM for ner plan gy nolo tech ll, Ode says Tom fivegot Canada, “is that although we’ve sn’t mean year, 240,000 km coolant, that doe with ns mea t Tha . -free it’s maintenance to flush have ’t don you , ance nten proper mai .” and refill for that period of time ty simProper maintenance is actually pret 0 50-5 ns ntai mai d blen the ple. “Make sure Odell ,” cent per 60 t mos the at ncy, consiste even make says, “and check your levels – I’d the over little a is r sure that your reservoi full level.” ing up Odell doesn’t ever recommend topp situa cy with the other stuff. In emergen with up ing topp tions, he’d recommend cent of water, and flushing at least 90 per ture mix the g brin to on later em the syst coolants. back to 50-50, rather than mixing into the Good information to know going winter season.

TSB Watch Ford • TSB Number: 08-19-9 s or 2006-2009 Focus steering fluid leak noise from damaged O-ring. • TSB Number: 08-19-6 aling 2006-2008 Explorer rear axle sque . tact con seal dust to due e nois GM • TSB Number: 08-06-03-010 battery 2007-2009 Colorado, Canyon, H3 open for ect insp k: cran no n, dow runs 100A mega-fuse. Chrysler • TSB Number: 21-015-07 con2007 Minivans poor shift quality or er. vert con ue verter shudder: revised torq KIA • TSB Number: KT2008090901 p sub2008-2009 Rondo recall: fuel pum assembly replacement. Honda • TSB Number: 05-027 ping 1996-00 Civics MIL, P0420, engine inals. term er ignit from poor connection at om ro.c Cou rtesy of AllDataP

ompletion c s ar ne ct je o r p y t Communi .” community that supports you ,000 cheque for their Not everyone can cut a $10 t… but there’s no jec pro y favorite communit y to question it’s a great wacomthe h cement your ties wit , of munity. Just ask Bruce Ecclese in vic Ser Bruce Eccles Auto Dundas, Ont. the “I’m vice president of y tar Ro rise Sun ley Val Dundas three Club,” he writes. “Maybe to the club with the idea e cam er mb me a , years ago local driving park. Well, of building an ice pad in the s the project is nearing after many hoops and hurdle roximately $500,000, completion. We’ve raised app5,000 to complete it. and need about another $17 start with helping the Good business principles

te, the ice pad will be When the project’s comple -November to midopen from mid March, seven days a week, for free-skating only (no. hockey), and at no charge “Kids need exercise,” Bruce says,“not video games.” “We should be skating by , December!” Bruce continues que che a h club wit “Ken Coulter presented our Industries Association ve oti tom Au m fro 00 $10 for (AIA) of Canada today!” tos when the rink opens. Can’t wait to see the pho Congratulations, Bruce.

MANAGEMENT

S.O.S.

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.

Counting

CARS

Keeping new business coming in can be a challenge, but the rewards are worth the efforts.

away. rs blew me rk orde e math h T . g n t 16 wo i a c a , r y a d d e start , per lly more a k order my mind Dear Ke $11,088 per wor il, and , s a y e m a t d u e n a i r you xtra m a $528 I read st 10 e an extr by sell ju that’s d , l s u e o l c ere up a s If we sales w parts r n u i O g . n e d i ignore factor ales ar h year. a day, hough s look or ore eac t r m e n v 6 e o 5 v 0 E o , t 3 e in x cars. e used and $13 you hav n by si stuff w month, ght do was dow ticing i o s t n n n i u e o r t c ’ we nt. Wha he car So now car cou , but t ine in t month l s c a e l d 0 e 0 t th $8,7 ed abou concern ess? up, I’m n he busi ea of t this ar —Erol

Dear Erol: Congratulations on realizing car count’s still an important number. When a shop focuses on taking better care of their customers’ vehicles, those vehicles tend to be better maintained and eventually need fewer repairs since they’re breaking down less often. As you accomplish this with more and more of the vehicles in your database, you need more cars coming in to offset that. It’s cyclical. Plus, we lose about 15 per cent of our

16 CANADIAN TECHNICIAN

database each year. Some customers move, die, or get married and go to the new spouse’s shop. Some buy new cars and think they need to go to the dealership, some hit the road for better deals, and some just get ticked with the business and don’t come back. Anyway, I’m thrilled to hear about your progress. I hadn’t taken the time to calculate the financial advantage of the extra 10 minutes per work order. That’s pretty amazing, and I’m going to take a copy of

your e-mail with me to my next group meeting. One of my shops has a car count problem, and we’re working on that. It’s a tougher problem than making every car count. It takes work, creativity, and money. These are things we’ve implemented at my shop:

1. Join a club. I joined a business networking club. A few

NOVEMBER 2008

than asking me for a loaner, a ride to work, or my own car! About half of the “taxi drivers” use the certificate and become new customers.

Larry Dickison

6. Reward referrals.

members in our group are doing this. I joined Business Networking International (BNI), a group of business owners who meet on a weekly basis for breakfast, and we promote each other’s businesses. It’s only one member per industry, and we help each other get business. In the first few months, I received $6,750 in new sales. Another of our group members received over $24,000 in new business in his first year.

2. Target local businesses. We created a program to drum up new customers from employees in local businesses. We bring boxes of doughnuts to local businesses for their employee lunch rooms. We have our business card taped to the outside of the box, and put extra cards inside. We’ve picked up business from that, since the employees seem to love having their vehicles fixed while they’re at work. Plus, we shuttle them to and from their jobs. Other group members have done the same thing with boxes of microwave popcorn and pizza at lunch.

3. Target local quick-lubes. We’ve also brought boxes of doughnuts or pizza to local quick-lube places, to encourage them to refer clients over to our shop – clients who need work performed on their vehicles that they’re not equipped to do. That’s been more successful than I thought it would be, and

NOVEMBER 2008

we’ve developed great relationships with several quick-lubes in our area.

4. Attract attention. We had a sandwich board made up, and put it out on the road to help on those incredibly slow days. Sure, it’s for an oil service, and sometimes we attract some rather frugal customers, however, we’ve found we can educate quite a few of them about maintaining their vehicles and becoming regular customers. Heck, they’re customers who need car repairs like all of the rest of them.

5. Reward the drivers. We created a “taxi driver” certificate, which is working pretty well. You know the deal. A customer pulls up in front of your shop in the morning, with another car following along behind. Your customer comes in, tells his story, signs the deal, gets into the car that followed him, and that car drives away. I’ve often wondered about that person who drove here behind my customer and takes him back to his daily routine. Is that a co-worker, brother, sister, aunt, uncle? Are they a customer of mine? So now, I ask my customer who dropped him off or followed him, and then I head out to that vehicle and thank them for driving my customer around, and give them a $20 certificate towards any future services. It’s helpful for me if customers arrange their own transportation, rather

I’ve created a reward program for customers who refer new customers to my shop. I’ve even tracked it, and posted a sign in my shop that says “eight out of 10 of our new customers are referred by our best customers.” I send a certificate out quarterly, to my entire database, letting everyone know that if they refer a new customer to our shop they get a $25 certificate towards a future purchase of their choice, no minimum purchase required. Then I do a quarterly draw of those customers who referred someone, to win a $50 dinner certificate for the restaurant of their choice. Man, does this work well! We’re seeing our car count increase from these changes. Yep, it takes some time, but it’s worked. I’ve learned a lot about customer service through the book Customers For Life by Carl Sewell (ISBN: 0385504454), and I’d highly recommend it. Well Erol, I’m heading out. Dustin’s playing football tonight. His team’s doing really well. They’ve secured their position in the playoffs. I can’t help but brag a bit here: he holds the league record for longest punt – 67 yards! Plus, last week he scored a 50-yard field goal. That’s my boy! As always, I’m only an e-mail away. —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 17

Keeping businesses strong by focusing on personal contact. By Bob Greenwood

Staying professional in the

MODERN AFTERMARKET

tressed out? So’s everyone involved in our aftermarket sector. We’ve all experienced incredible stress over the past two years. Typically, this came from outside influences and things beyond our control – along with bad management decisions. But here’s something to think about: has all this stress made our industry lose common sense and decency? The aftermarket sector’s strength has always been its people – decent, honest, hard working, respectful, caring, and kind people. Well, what the heck happened? In the past eight months, I’ve e-mailed business proposals to industry associa18 CANADIAN TECHNICIAN

tions, warehouse distributors, aftermarket franchise organizations, jobbers, and shop owners. These weren’t mass produced proposals. These proposals took time and addressed specific organizational issues. They were thought out in detail, and designed to enhance their revenue, relationships, and most of all, to increase their respective bottom lines. In every case, I sent the proposals at least twice (sometimes three times), and followed up with a minimum of two voice messages (ever noticed no one answers their phone any more?). In one case I left four voice messages. Not one person replied to the e-mails or returned the phone calls.

If you’re thinking: “Bob you don’t get it – they don’t want anything to do with you,” I can accept that, but it’s not the issue. The issue here is professionalism. The absolute minimum response should be an e-mail saying, “Thanks, Bob, but no thanks.” No matter how busy or how stressed, we need to accept that we’re in the people business. Our business relationships built our companies, and the interaction and trust with our customers and industry peers has sustained us – until today. Failing to acknowledge the time someone took to create and send an e-mail (or voicemail) is unacceptable, and destroys trust, integrity, image, and credibility. I’m not the only one noticing this. It’s NOVEMBER 2008

happening right across the country. Professionalism is eroding. Our sector is heading down a very dangerous, narrow road where there will be no area left to be able to turn around. Strong, positive business relationships are not built on phony smiles and insincere niceties. If you’re reading this and thinking “Bob’s being negative again, exaggerating and over-blowing the issue,” be honest – am I really? Have you ever ignored e-mails from people within our sector? Or not returned a phone call from a person or customer? Do you justify this in your mind because you’re just too busy? Have you ever ignored a person in our sector at an industry event, pretending you didn’t see them – or trying to look like you’re talking to someone else as your eyes met, but you didn’t acknowledge them? Have you ever been in a room with others, ignoring the person speaking and checking your Blackberry for messages? Are you really that important? The world revolves around you? Are you really under that much pressure in your business that you can’t stay in the moment? I don’t want to be rude or sarcastic, but these actions are killing our businesses, destroying our relationships, and ruining our professionalism. This “new format” of conducting business must change. We’ve developed an approach that’ll never get the desired results. Change things, starting today. Begin by slowing down and setting new ground rules to salvage relationships across the board. Some suggestions:

• Acknowledge your voicemails as soon as possible, even simply e-mailing promises to follow up. Then live up to your words.

track. There may come a day where you really need each other. Value the business relationships you’ve built and earned.

• Cultivate relationships, especially at industry events. Acknowledge people who’ve helped you or done business with you, even if that was a while ago. Don’t ignore past contacts. Instead take a minute to say “Hi,” and quickly find out how they’re doing. Remember, it’s not all about you. Long-term relationships and support come from sincere interest in others, discovering commonalities, and learning how you can help each other. No one in our sector can afford the attitude that throws people out with the dishwater.

• When you’re in a meeting, at an event, or in any business situation, stay in the moment and shut off your phone or Blackberry – or be prepared to explain to the person you’re with why you must leave it on. Using the thing without excusing yourself first sends the message that your present company isn’t important to you.

• Prioritize. Too much on your plate? Use a to-do list, and schedule enough time to address everything. Over-promising and under-delivering kills us. Don’t give every new item top priority – the real top priorities are the ones affecting business relationships, which in turn affect your bottom line. Address the other items on the list in due time, after you’ve taken care of the truly important things. • When you screw up, acknowledge it and apologize sincerely. Promise that you won’t allow it to happen again, and correct the problem. It happens to all of us. Don’t burn a bridge if a simple explanation and discussion can help get things back on

Don’t take this as a rant, rather, consider it an effort to raise awareness of our day-to-day actions and reformat handling the daily routine. Business relationships should be, and must always be, the top priority each day. Make the effort to sustain them, since no company will succeed without them. 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.

• Acknowledge e-mails from people or organizations in our sector within 24 hours. Simply state that you’ve received the message, and will follow up before a designated date. Then live up to your words. I receive between 250 and 300 e-mails each day. Distinguishing between junk mail and e-mails from people or organizations within the aftermarket is fairly easy, so there’s no excuse. • Answer your phone when it rings. You can always get off the phone with promises of following up by such and such a time, but a live voice is always better than a recorded message.

NOVEMBER 2008

CANADIAN TECHNICIAN 19

A Question of

Customers value your knowledge

Coming clean about a vehicle’s problems A customer is selling his car, and a prospective buyer finds out that your shop serviced it for the past five years. He brings it by and asks you what you think of the car. You know there are problems, because there were a number of repairs that your customer refused. Do you tell the prospective buyer? Potential new customer Yes, I’d tell the potential new customer about the problems. We’d also inform the buyer that we’ve worked on the vehicle in the past, are very familiar with the vehicle, and hope to gain a new customer in the future. Maurice Michaud Active Green + Ross Newmarket, ON

Keep confidentiality in mind Personally, I don’t believe we have a right to talk about another customer’s repairs, or lack thereof, to any other customers. I’d definitely offer to print off a full record of the vehicle’s history for the current owner, and then the prospective buyer could obtain the details from the owner directly. Derek Booy Steve’s Automotive Woodstock, ON

Be responsible Yes, I’d tell the prospective buyer! It’s our responsibility to inform the original owner of the problems. But if he refused NOVEMBER 2008

There’s a reason why most mechanics hate used car salesmen. I would be very up-front about this situation. Most customers value your knowledge and opinions. I’d be very open about major problems like a tranny on the way, out or a fuel pump shutting down after driving for an hour. But if the car’s good overall, and only had trivial issues like a passenger window that sometimes wouldn’t go down, or a blower fan with only two speeds… hey, it’s a “used” car. Tim Chasse Main Street Auto Service Stouffville, ON

It’s in your best interest to disclose the repairs, and is now trying to pawn the problems off to someone else… well, that buyer should be aware. Then he can either negotiate a better price, or just refuse to buy the car. This could be a new customer down the road. You may lose the old customer for telling the buyer the truth, but you’ll gain a new customer for being honest. Plus, it’s always easier to tell the truth than lie. We all know that in this industry, good word of mouth is the best advertising. Cesar Teves Trail Tire Service St. Albert, AB

Get permission first I’d contact the client, and ask permission to release the service history of the vehicle to the prospective buyer. If he said no, I would inform the prospective buyer that a comprehensive vehicle inspection should be preformed to find any deficiencies with the vehicle. Bill Flynn Integra Tire & Auto Centre Edmonton, AB

When the ownership’s transferred to a new owner, the safety check would highlight most defects. But if we knew of underlying or hidden problems, it would be in our best interest to disclose those issues to the new owner, since they might become a future customer – and we might discuss maintenance work that wasn’t yet completed. We’d also want to keep the vendor as a customer too. Paul Hyatt Superior Tire & Auto

In a word… no The answer to this question is: No! I’d offer the prospective buyer a complete vehicle inspection, at their own expense. Doing it this way gives the potential purchaser documentation about required repairs and services, while generating revenue (instead of just giving away free advice). This also prevents the current owner of the vehicle from getting upset with the shop by frightening away a potential buyer… well, at least we’d hope! Simon Manintveld Simon’s Caddy Shack Oakwood, ON CANADIAN TECHNICIAN 21

ELECTRICAL

HEADACHES SOLVED Tips and case studies to keep diagnostic times to a minimum By Claire Newman

eading wiring diagrams and understanding electrical circuits gets easier after a bit of practice. Diagnosing elusive electrical concerns, without replacing too many parts, is much tougher. Checking basics like fuses, connections, and TSBs are essential steps in any diagnostic strategy, but sometimes the fix is more than just locating a bad ground or an open fuse. Sometimes it takes a bit more sleuth work to repair the problem. Here are some tips to help when the circuit checks out OK, but the problem’s not solved – and you’re getting frustrated fast.

Look deeper Check what else isn’t working or is out of range. There’s often a clue or indication of 22 CANADIAN TECHNICIAN

the problem, waiting to help you. The trick is recognizing it and acting accordingly. Eli Melnick, from Start Auto in Toronto, Ont., recently used this strategy a 2001 Audi A6 that was setting communication codes, complaining of communication errors between the engine and transmission controllers even though the engine and transmission modules communicated with the scan tool with no problem. “That’s usually an indication of a broken or corroded wire between the modules, yet all the wires checked out OK,” he explains. The only clue to the problem was that the internal TCM voltage was out of range on the scan tool. Everything else was fine. “So, I’m sitting in the passenger seat, testing the harness with the scan tool

Scan data often provides clues as to what’s causing elusive electrical concerns, beyond just data parameters and DTCs. Eli Melnick, from Start Auto in Toronto, Ont., faces down a drivability concern sent over from another shop.

hooked up,” he recalls, “and as I reached over to turn the ignition on, I grabbed the gear shifter for support and guess what? The shift lever moved out of Park without depressing the brake pedal! On an Audi, of all cars!” This made the shift solenoid that controls the interlock system look awfully suspicious and he inspected it more closely. Sure enough, the shift solenoid was actually shorting and pulling the internal TCM voltage down, causing the communication problems that had set the trouble NOVEMBER 2008

codes. And the only indication was the internal TCM voltage.

Drag test the connectors Poor terminal grip between the male and female pins of the connector causes many elusive electrical concerns and intermittent faults. “The connectors are the weak spot in the circuit,” says Jasper Engine and Transmissions national technical trainer Jim Davenport. “You have to do what they’ve been preaching at GM for years, and that’s drag test the female connectors.” There’ve been plenty of examples of this problem. An intermittent stalling condition on a Cavalier was traced to poor terminal grip at the MAP sensor. A transmission shift concern on a Cadillac was traced to a damaged terminal in the transmission harness. There’s even a TSB about “terminal durability” for 2009 Equinox and Torrent oxygen sensors. This often overlooked diagnostic test can pinpoint many diagnostic concerns. There’s even a special tool to do this, consisting of a set of “known good” male connectors, used to check the female connectors. The test is subjective since you’re measuring the “feel” of the terminal, but it’s well worth learning since this problem is likely to cross your path and you’ll want to be ready. “You’d be surprised how many times you’ll have loose connections there. Just a little bit will influence that circuit tremendously,” Jim says. “GM actually has a count of how many times you can hook up and unhook a male-female connector before the female connector gets loose,” Jim explains, “and that’s only three times! I’ve found a lot – a lot! – of issues using drag testing.”

Check for similar wires Eli used this strategy on a Pontiac G5 that was towed from another shop as a nostart. The vehicle hadn’t come equipped with an ashtray, so the customer used the coin holder to hold their lit cigarettes. “Guess what,” Eli explains, “whoosh! The whole dash caught fire.” The previous repair shop had gotten a complete dash (including the wiring harness) from a wrecker, installed it, and became frustrated when the connectors were made unusable by the fire. Things went downhill when they startNOVEMBER 2008

ed to splice the wires one by one. Unfortunately, there are several circuits that use the same color wires, and they found them. They had inadvertently crossed a rear speaker wire and a Throttle Pedal Position Sensor wire. “Now, the throttle pedal wire is part of a 5-volt computer circuit of a drive-bywire system,” Eli continues, “so you can imagine what happens when you introduce 12V from the radio into this circuit…” Sure enough, the wires had been mixed up during the reconnection process, and the high voltage from the speaker wire had caused PCM and TCM damage, and the resulting no-start condition. Sometimes a short-cut turns out to be an expensive lesson.

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Check the amperage draw Testing the circuit’s current flow may speed up diagnosis more than just testing for voltage and resistance. “If I have 10 guys in my class, maybe one is doing amperage testing,” says Jim. “The best way to check an engine or transmission before you install it in the vehicle is by putting it on a dyno. It’s the same for an electrical circuit. Amperage testing on a circuit is like dyno-testing on the engine and transmission.” “Everything needs amperage,” he explains, “and you need the right amount of amperage. Test lamps can’t show this, so they provide a false sense of security. Use a meter instead.” You’ll need to be careful not to overload your meter, but this test is definitely worth using when things get challenging.

It gets easier With enough practice, you’ll likely add many diagnostic tricks to your repertoire, such as using the same ground as the circuit whenever possible for testing, looking for shared components that cause problems in multiple systems, and even simply looking for identical connectors in the harness, and making sure you’re testing the correct one (it happens). The important things about diagnosing difficult problems is not to get frustrated, not to keep re-checking the same things, and to always stay calm. Remember, it’s the challenges that make us better technicians – even if they make us stressed humans.

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Taking

CHARGE

Ever wonder what’s happened to batteries since you left trade school? Well, lots… and not knowing can be expensive. By Hans Zundel

e see technology advance in leaps and bounds, but the basics never change. An obvious example of this is with batteries. Even though batteries have undergone many improvements in materials and construction in the last century and a half, they’ve still functioned in the same manner. Let’s have look at some battery basics and what’s new and improved since we left trade school. Most of today’s automotive batteries are either flooded, “wet-cell” batteries, or maintenance-free batteries (a variation of the first, where the electrolyte cannot be replenished). These batteries are made up of lead plates and electrolyte. The lead can be mixed with other materials, and the electrolyte is a sulfuric acid and water solution. These plates and fluid combine and cause a chemical reaction that produces electrons (stored energy). These batteries are relatively inexpensive, reliable, capable of high discharge rates, and have very low self-discharge, so they’re well suited to automotive use. However, they’re easily damaged by deep discharges, and cannot be stored in a discharged condition. Marine and RV versions of the flooded battery have thicker plates to allow for frequent and deeper discharge cycles. The “gel-cell” batteries, marketed under various brands and names, aren’t new, but have been around long enough to have an aura of mystery to them. They can operate in any position due to their gelled electrolyte, which is made by adding silicone to the mixture in various forms, but they cannot be charged in the inverted position. They won’t leak if punctured, and even continue operating under water. But they’re easily damaged by overcharging. The electrolyte gel can boil, leaving small voids that can’t be repaired. NOVEMBER 2008

To remedy this, the antimony in the plates is replaced with calcium, to lessen the occurrence of this “gassing.” These batteries do take a long time to recharge because of the low charging rates needed. A more user-friendly type of battery evolved from the gel cell: the AGM (absorbed glass mat) cell. This is a newer type of lead-acid battery, using fibreglass mats between the plates to absorb and suspend the electrolyte. It’s a sealed, maintenance-free type of battery, with the plates more rigidly mounted to withstand extreme shock and vibration. These are also equipped with a gas pressure-regulating valve, that allows nearly all AGM batteries to recombine 99 per cent of the oxygen and hydrogen – and as a result, there’s almost no electrolyte loss. AGM units costs about twice as much as a standard battery with the same rat-

This old charger might be fast, but at this voltage, it won't take long to overheat and permanently damage a good battery. Using a voltmeter is a good safety precaution when charging batteries.

ing, but because of their durability AGM batteries are often found as OEM equipment in higher-end European cars. They also show up in racing applications, such as IHRA and NASCAR, since (like their gel-cell cousins) they tend not to leak when damaged. One noteworthy type of AGM is the cylindrical cell, or spiral wound battery (named for the thin plates which are wound into spirals), easily recognized by its “six-pack” shape. Each “can” contains one spiral-wound cell. This unique construction also allows for a higher pure-lead content in the plates, since they no longer need to support their own weight – a great advantage over traditional cells in severe duty appli-

continued on page 29 CANADIAN TECHNICIAN 25

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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.

❏

26 CANADIAN TECHNICIAN

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

November 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

NOVEMBER 2008

Trim tool kit

Tool Box

OTC has released its new 11-Piece Trim Tool Kit (part number 6642), an ergonomically designed specialty set

Matco has introduced a new Limited Edition 5S Rollaway “Black Out Box” which is billed as a chrome lover’s nightmare. The “Stealth Black” paint gives the box a matte finish, with no trace of chrome on the blacked out components. Slides are rated at 232lbs. per pair. It comes with 6” casters featuring a load capacity of 900lbs. each. www.matcotools.com

that includes all of the necessary tools to remove trim strips, panels, wheels caps, bezels, liners, shrouds, fascia, and much more, in one easy-to-use kit. Designed for jobs where effective, non-marring leverage is required, the kit is safe for handling delicate plastic or composite materials such as door trims, hood and trunk linings, dash and trim panels, scuttle clips, shrouding, wire looms, moldings, and badges. www.otctools.com

Injector cleaner Rislone says its new High-Performance Injector Cleaner with Fuel Conditioner & Treatment can help fleets lower fuel costs and increase vehicle power, performance, and mileage. The product is also said to provide an overall cleaner and quieter ride by helping to eliminate noisy injectors and fuel pumps, rough idle, hardstarting, and hesitation. It works with all types of fuel, including regular and unleaded gasoline, ULSD diesel, E85 ethanol, and other oxygenated, reformulated, and bio formulas. www.rislone.com

HELP ALL YOUR CUSTOMERS

FEEL THE CLEAN.

Brake pads Beck/Arnley has expanded its category of foreign-branded brake pads to include ATE and Mintex, which brings the total number of available applications to 2,345. The pads are sourced from leading foreign suppliers and provide the foreign nameplate specialist with another first-rate foreign brand. www.beckarnley.com. NOVEMBER 2008

How Pennzoil with active cleansing agents can help you sell more oil changes. When your customers’ engines are running clean, they feel it. That’s why Pennzoil ® motor oil is formulated with active cleansing agents that actively seek out and neutralize dirt and contaminants in their oil before they can form harmful performance-robbing deposits on vital engine parts or passageways. In fact, no leading conventional oil helps keep engines cleaner.* And we’re broadcasting this message to as many people as possible through a powerful, integrated campaign that combines national TV, print and online advertising with companion training, sales and point-of-sale materials. So be sure to recommend Pennzoil ® to all of your customers. Because when your customers are feeling good, you’re feeling good too. For more information, visit Pennzoil.com.

*Based on ASTM D 6593 sludge results using SAE 5W-30. No leading conventional oil helps keep engines cleaner.*

CANADIAN TECHNICIAN 27

AUTO PUZZLE

10 11

17 19

22 23

27 29

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26. 27. 29. 33. 35. 36. 37. 38.

I W O

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100! WIN $

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A P

Ball or universal ______. Not kilometers. Maker of the RSX and TL. ___ can, derogatory term for cheap car. ___ can do it! Four-___, four-sensor ABS system. Not manual, abbreiviation. I” in “PSI.” Type of whiskey. Unit of weight. Sharp, metal cowboy boot accessory. Type of sack. Baseball referee. King Cole or Red Rose.

ACROSS

NOVEMBER 08

August 2008 Auto Puzzle I

1. 5. 8. 9. 10. 11. 15. 17. 19. 20. 21. 22. 23. 25.

A I

A monthy prize pack and be eligible for the Grand Prize of an Apple 80G ipod.

Name:

1. 2. 3. 4. 5. 6. 7. 11. 12. 13. 14. 16. 18. 24. 25. 26. 28. 30. 31. 32. 34. 35.

Let fall. Diamonds or rubies. Measure of pulling or stretching strength. Obtain. Hot tub. Duty___, a circuit’s ‘on’ time. Pointed parts of a gear. Comes after day.

DOWN

VW vehicle with a trunk. Small Saturn vehicle. Indicates engine speed to the driver (abbreviation). What fuel does in the combustion chamber. ___, model, and year. ___ down and nap. Opposite of north. Computer files that won’t open are said to be this. Certification system for techs, based in the USA. Lock ___, a type of fastener. Part of the steering system. Ball joint not found on MacPherson strut systems. Warranty request. Cotter or safety. Prefix meaning three. A VIN has 17 of these, with no I,O, or Q. Maker of the Fortwo. Individual unit. “Don’t make ___ a fuss!” Legal claim against property. ___-rod end. Droop.

Congratulations to Greg Hayes from Main Street Auto Service in Sussex, N.B., for solving our August 2008 puzzle. He wins a Goodyear Prize Pack.

Send your solved puzzle to Canadian Technician. We’ll draw a winner on Feb. 17, 2009. Send to 451 Attwell Drive, Toronto, ON M9W 5C4. Or fax to 416-614-8861.

Workplace:

PERFORMANCE YOU CAN TRUST 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. 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. 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.

Work address: Phone: email: Question of the Month: Do you prefer to deal with older customers or younger ones. Why?

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.

Veyance Technologies Canada, Inc.

* Answers may be published in Canadian Technician.

continued from page 30 Tooner grunted. “Sounds like a lotta work. What’s my other choice?” Basil shrugged. “Take it for a drive!” Tooner’s eyes bugged out. “With spongy brakes? That pedal is so low I’d have better luck sticking my foot out the door!” I frowned. “Wait a minute. Why would you suggest driving it like this, Bas?” He chuckled. “It’s simple, really. You need to initialize the anti-lock braking system to open the check valves to the rear brakes. To do that, you need to get the wheel speed up over 15 kilometres per hour. After the ABS initializes, leave the engine running and finish the bleeding procedure.” After his near death experience on Mortician Mountain, Tooner wasn’t too keen on driving a brakeless vehicle. So he went looking for our reverse bleeding equipment, only to discover that Beanie had lent it out to his buddy for the weekend. The next thing I knew, the old Saturn not only had its spare tires remounted front and rear, Tooner was also sitting in the driver’s seat with pillows strapped to his body. “Feeling a little nervous, are we?” He glared at me. “If I hear one joke about crash test dummies, somebody’s gonna die!” Fortunately, he didn’t have to go far before the ABS kicked in. After a fresh round of cracking the bleeders at each wheel, we were able to get Buck’s Saturn up and running again – or should I say stopping again. “Now that you’ve fixed Buck’s brakes, maybe you should work on your own.” Tooner waved me off. “Nah, I kinda like Buck’s original idea. Maybe he’ll cut me a deal on his front and rear bumper tires.” I was astounded. “You mean you’re gonna pay him money for those old tires!?” Tooner snorted. “Who said anything about money? All I have to do is offer Buck a cup of your free coffee!” I glanced at the mug of old antifreeze still sitting on the counter. “I wouldn’t be so sure about that…” Rick Cogbill is a licensed technician and former shop owner in Summerland, B.C. Send your Car Side ideas to Rick at rick.cogbill@shawcable.com. NOVEMBER 2008

Taking CHARGE

continued from page 25

cations. Also, internal resistance is lower than with traditional cells, so less voltage gets used up moving current through the battery, due to plates’ close proximity to each other and purity of the lead. (Translation: more available power.) AGMs also handle higher temperatures better, and self-discharge more slowly when compared with regular batteries. The most important thing to remember, is that regular battery chargers can be fatal to both gel-cell and AGM batteries. Until relatively recently, standard battery chargers were only moderately adjustable, meaning they may have had more than one current setting, and selfadjusted the voltage within a certain range. On some less expensive chargers, that voltage went as high as 16 volts (or even more), enough to destroy any battery if left unattended. Excessive voltage doesn’t speed up the charging process, it just generates heat and causes gassing – which ruins a battery if left too long. It takes a new generation of “smart” battery chargers safely and effectively charge the AGM and gel batteries.

The “smart” in these chargers isn’t complicated. Most of them have a simple logic circuit (IC) with a charge algorithm for each style of battery. They modify current and voltage according to preset programming over three stages. First, a high-current, maximum-voltage charge achieves over 75 per cent of the battery’s full charge. Then an absorption charge is applied, at roughly 14.5V with constantly declining current, until the battery is at approximately 95 per cent of its full charge. Finally a float (or maintenance) charge is applied – somewhere in the 13.4V range, and at less than one amp of current – varying depending on the type of battery. This “tiered” charging helps maximize battery life. Battery technology has evolved, even though the lead-acid chemistry principle hasn’t changed in a century and a half. Arm yourself with knowledge to service and select the right battery for your customer, and they’ll thank you for it in the cold winter weather ahead.

NOVEMBER 2008 ADVERTISER INDEX ABS Friction Corp . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .19 ACDelco . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .6 Automotive Aftermarket E-Learning Centre . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .9 ASC Industries . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .24 De-On Supply . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .26 GE Nighthawk . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .20 Matco . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .10 Goodyear . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .28 NAPA . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .12 NGK . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .4 Pennzoil-Quaker State . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .27 Permatex . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .23 Snap-on Tools of Canada . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .2, 3 SPX Canada . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .14 Valvoline . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .31 Worldpac . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .32 CANADIAN TECHNICIAN 29

The Car Side

By Rick Cogbill

Tooner learns a lesson about getting the air out. “Slim, this is the worst tastin’ coffee I’ve ever had the displeasure of consuming at your pathetic establishment!” Buck Pincher spat loudly into the trash can. “And not only that, it’s cold!” I looked over at the battered mug he was holding. “That’s because it ain’t coffee. You grabbed some dirty engine coolant I was saving to show to a customer – a paying customer, I might add!” Buck slammed the mug on the counter and bolted for the washroom, clutching wildly at his throat. I should have felt bad, but I didn’t. Buck not only drinks more than his rightful share of my world-famous java, but he steals the sugar cubes when nobody’s looking. When he staggered back into the room, I got right down to business. “Besides free coffee, what brings you here today?” Buck jerked his thumb towards the parking lot and croaked, “See that fine example of vintage iron out there?” I squinted through the front window. “You mean that beat up ’91 Saturn coupe? What’s with the old tires tied to the front and rear bumpers?” He bristled. “For your information, the brakes are spongy. So I put some extra cushioning fore and aft.” I groaned. “So why bring it in now? Did the cops pull you over?’ “My daughter wants to drive it, and it’s gotta be safe.” He frowned at me. “You know the drill, don’t spend too much money!” Shortly after Buck left, Tooner staggered into the office. Looking white as a sheet, he lunged towards the front counter. “Coffee! Gotta… have… coffee…” “Sorry, this one’s spoken for.” I grabbed the old mug before he could reach it. “I’d recommend the stuff in the pot.” As Tooner poured a fresh cup, I noticed his trembling hands. “You look like you’ve seen a ghost.” “I almost did – my own!” He sucked back a long swig. “I was coming down Mortician Mountain when my brakes gave out!” I chuckled. “Tooner, you’ve got to get 30 CANADIAN TECHNICIAN

Shaky Brakin’

yourself a new vehicle. That old truck of yours will be the death of you.” “Thanks for stating the obvious.” Tooner glanced out the front window. “What’s with the bumper car?” I tossed him the keys. “It’s right up your alley – Buck Pincher’s got brake problems.” As it turned out, the Saturn had a leaky master cylinder, so we ordered up a replacement. Installing it should have been a simple job, but then, nothing is simple in this business. Loud and raucous noises from the direction of Tooner’s bay indicated that something was up. “Well, what’s the problem this time?” Tooner threw his wrenches onto the bench in frustration. “I can’t get the air out of this stinkin’ master cylinder. The middle

two brake lines won’t bleed properly.” Basil climbed out of the front seat. “If I recall rightly, Saturn was the first one to offer anti-lock brakes on a vehicle in the economy car price bracket. These early systems can be a tad difficult to deal with.” “D’ya think?” Tooner wasn’t impressed with the stats. “I’ve tried to activate the ABS solenoids with our scan tool, but apparently you can’t do that with this model.” “Great,” I said. “Now what do we do?” Basil rubbed his chin thoughtfully. “Well, you have a couple of options. You could try reverse bleeding the system from the wheels up. That will usually force any air up and out of the master cylinder.”

continued on page 29 NOVEMBER 2008

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