Canadian Technician April 2013

7

surefire ways to sell more wipers

Publication Mail Agreement #40063170. Return postage guaranteed. Newcom Business Media Inc., 451 Attwell Drive, Toronto, ON M9W 5C4

What’s our industry’s next step?

Take our survey!

ALSO: ■ Why moisture in brake fluid is so dangerous ■ What I didn’t know about running a business ■ Getting off on the right foot with new customers

APRIL 2013

WWW.CANADIANTECHNICIAN.CA

F UEL MAN AGEMEN T EN GIN E MAN AGEMEN T HEATIN G & COOL IN G DIESEL

IT’S TIME TO RETHINK WHAT DELPHI CAN DELIVER

Nissan. Lexus. Subaru. Acura. Ignition Coils.

Backed by a 3 year/36,000 mile warranty, Delphi makes more than 10 million ignition coils for North America each year and each is engineered to OE design specifications. Delphi ignition coils help ensure fast starts, consistent engine performance and optimized fuel efficiency.

You don’t repair just one vehicle make.

We don’t make parts for just one either.

Ford. Chrysler. Honda. Toyota. Fuel Pumps.

With more than 80% fuel pump coverage, Delphi carries fuel pumps, modules and hanger assemblies for three out of four vehicles in North America.

Delphi fuel pumps and modules deliver fast pressure rise for quick engine starts, along with longlasting durability and performance.

Where we came from is only part of where we’re going. Delphi OE DNA. It’s inside every one of our parts.

delphi.com/am ©2013 Delphi Automotive Systems, LLC. All rights reserved.

Find us!

DelphiAutoParts

F UEL MAN AGEMEN T EN GIN E MAN AGEMEN T HEATIN G & COOL IN G DIESEL

IT’S TIME TO RETHINK WHAT DELPHI CAN DELIVER

Nissan. Lexus. Subaru. Acura. Ignition Coils.

Backed by a 3 year/36,000 mile warranty, Delphi makes more than 10 million ignition coils for North America each year and each is engineered to OE design specifications. Delphi ignition coils help ensure fast starts, consistent engine performance and optimized fuel efficiency.

You don’t repair just one vehicle make.

We don’t make parts for just one either.

Ford. Chrysler. Honda. Toyota. Fuel Pumps.

With more than 80% fuel pump coverage, Delphi carries fuel pumps, modules and hanger assemblies for three out of four vehicles in North America.

Delphi fuel pumps and modules deliver fast pressure rise for quick engine starts, along with longlasting durability and performance.

Where we came from is only part of where we’re going. Delphi OE DNA. It’s inside every one of our parts.

delphi.com/am ©2013 Delphi Automotive Systems, LLC. All rights reserved.

Find us!

DelphiAutoParts

THIS PLUS YOU EQUALS MORE PRODUCTIVITY. Now loaded with OEM-specific coverage for dozens of systems and more features and functionality than the previous model, new ETHOS® Plus is the perfect addition to any shop.

With a 50% larger full-color display, new keyless operation and a fast boot-up, it’s simpler yet more productive than ever. Which makes it the ideal solution for new and experienced users alike. And despite its many improvements, there’s one thing we haven’t added: cost. In fact, affordability may be its biggest plus of all.

Learn more by contacting your Snap-on® Representative.

Or visit diagnostics.snapon.com/ethosplus

Snap-on is a trademark, registered in the United States and other countries, of Snap-on Incorporated. All rights reserved. ©Snap-on Incorporated 2013.

contents

Canadian Technician – April 2013 – Vol. 18 No. 3

FEATURES The value of visibility .....................................................23 What service advisors do to turn a common do-it-yourself item – wipers – into a profitable do-it-for-me sale.

When brake fluid goes bad............................................26 Changing brake fluid is arguably more important than changing oil or coolant. When it goes bad… it could kill someone!

COLUMNISTS It’s Your Turn by Bob Ward ................................................15 Management S.O.S. by Kelly Bennett ..............................18 The Car Side by Rick Cogbill ..............................................36

23 DEPARTMENTS Service Notes.................................................5 Letters ............................................................7 EyeSpy..........................................................11 Out & About .................................................11 From Our Forum...........................................16

36

Products .......................................................31 Ad Index .......................................................35

Our new international calling card. by

www.bluestreak.ca

APRIL 2013 CANADIAN TECHNICIAN

3

, , G G N I N I B W NG, M I O L L C P I L K D L I C U H A M , H , E G G H W N T I N I H H L D S L S R U U A O R B F , C G R R D E N L A I V L R I C , A R O G S C W S S N I E E K R L ROC P CLEA LE IN TH OD UN O .

M C G R S U E T Y U T S N M L I A E F U L IN I O G HE O Y T N R O E R U D O FO T ’ Y D N E P WO BEEF U GINEER ITIONS. D N E N U , O O P Y X GC IX IN W V I R W NE TD S E H G CIT Y U NG O RIVI T D E TREM S VY HEADS LOA

IC THET N Y S OI L

EX ITION D CON

V i sit

w

om e r s .c ix f ilt

o r th

eW

r ne a ibuto r t s i IX d

re s t

you.

SERVICE NOTES

The sticker study For two weeks, don’t just replace the oil-change reminder stickers that come into your shop… track them.

By Allan Janssen Wandering the cluttered aisles of antique shops, I can’t help but wonder which of today’s trinkets and gadgets will one day put a melancholy smile on the face of some future shopper.

I imagine someone holding up my cell phone and giving a little chuckle of recognition. No doubt they’ll think of this as “a simpler time” and they’ll wish they could return, if only for an hour or so, to experience again the kind of naiveté and innocence we take for granted.

That’s certainly how I felt when I came across a stack of vintage automotive trade magazines and repair manuals at a flea market recently. I flipped through the pages with a bemused grin. These were meant to be serious journals, reporting on the “mad pace of technological change” and conducting earnest examinations of what were deemed at the time to be incomprehensibly complex engines. But they just looked quaint to me.

Among the old yellowed pages I also found some paper stickers featuring the once-familiar knickerbockered “boy and slate” logo of White Rose Gasoline.

These paper stickers were designed to remind busy drivers not to forget their next oil change.

If recent reports are right, oil-change reminder stickers will soon be a thing of the past. Like the knickerbockered boy himself, they’ll be relegated to novelty shops and antique fairs – although they’ve become so devoid of personality that I doubt they’ll even raise an eyebrow in the future.

The fact is they’re being replaced by electronic sensors that are far more effective and proactive in alerting drivers to the need for an oil change. An oilchange indicator light is more noticeable

VOLUME 18

NUMBER 3

451 Attwell Drive, Toronto, Ont. M9W 5C4

on the dash – and I wouldn’t be at all surprised if carmakers eventually make them impossible to ignore.

Before they’re gone, though, here’s an idea. For a two-week period, glean what information you can from the stickers that come into your shop, and send the results to Kelly Bennett, author of our Management S.O.S. column. Kelly’s working on an interesting study, the results of which will be published in our August issue.

Here’s what he’s looking for: • How many cars had a sticker on the windshield?

• How many had no sticker?

• How many were overdue for an oil service?

• How many kilometers were they typically over?

• How many were your own stickers?

• How many were from another independent shop?

• How many were from a quick-lube place?

• How many were from a national chain?

• How many were from dealerships?

It’s pretty basic information but it tells an awful lot, not only about who your customers are, but how they view oil changes. Shops that have done this exercise for two weeks or more have been stunned by the results. With your help, Kelly’s study will uncover regional trends in consumer behaviour.

Once described as the most valuable sales tool in an automotive repair shop, the humble oil-change reminder sticker may soon be extinct. Before they disappear, let’s find out what they’ve been trying to tell us all along!

Send the results of your ‘sticker study’ to kelly@kellythecoach.com.

EDITOR Allan Janssen allan@newcom.ca (416) 614-5814 CONTRIBUTING EDITOR Sarah Voigt sarah@canadiantechnician.ca PUBLISHER Martyn Johns martyn@newcom.ca (416) 614-5826 CIRCULATION MANAGER Lilianna Kantor lily@newcom.ca (416) 614-5815 DESIGN & PRODUCTION Tim Norton production@canadiantechnician.ca (416) 614-5810 GENERAL MANAGER Joe Glionna PRESIDENT Jim Glionna PUBLISHED BY Newcom Business Media 451 Attwell Drive Toronto, Ont. M9W 5C4 Canadian Technician is published monthly except for January and July by Newcom Business Media, Inc., 451 Attwell Drive, Toronto, Ont. 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: $42.00 ($40.00 plus applicable taxes); one-year subscription in U.S.: US$60; one-year subscription in all other countries: US$90. Copyright 2013. All rights reserved. The contents of this publication september 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, Ont., 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 Canada Periodical Fund of the Department of Canadian Heritage.

Kenneth R. Wilson Award Winner Member

Canadian Business Press

“Perfect Storm”

By Will Enns (250) 404-0411 APRIL 2013 CANADIAN TECHNICIAN

5

BRAKES

A Complete Line of Quality Brake Products

FROM A NAME YOU TRUST The Monroe Brakes brand offers dependable stopping solutions for today’s import and domestic passenger cars and light trucks.

Full terms and conditions are available at our website.

®

www.monroebrakes.com

© 2013 Tenneco

LETTERS B R A K E S

“WOBBLE� ISN’T ALWAYS DUE TO POOR MAINTENANCE

APPRENTICESHIP CHANGES IN B.C. SUITED DEALERSHIPS

Your “Behind the Death Wobble� article (February 2013) suggests that the sudden violent shaking mainly occurs on vehicles that are not maintained. I can assure you my 60,000 km 2009 Jeep Wrangler is well maintained by a preventive maintenance shop – I never say no to work on it. But it still goes wobble every once in a while. Forget potholes, just a little expansion joint in a bridge sent me for thrill ride the other day!

All of the points made in your article on the B.C. apprenticeship system (Independents Win Battle, February 2013) are right on. I remember attending meetings when they were ushering out the old four-year system, and it was dealer principals who were pushing this hard. I was not a popular speaker, as I held them to task for thinking of themselves first, the trade second, the apprentices third, and last of all their paying customers who mistakenly think the dealer shop is the holy grail of automotive repair. Far from it!

Gerald Kotke Modern Sales Edmonton, Alta.

Name withheld

TRICK IS NOT TO PANIC WHEN JEEP GETS THE WOBBLES

MODERN WORK REQUIRES FULL TRAINING – NOT PART

I experienced the “death wobble� firsthand while driving on Highway 17, east of Sudbury, doing 90 km-h in my Jeep Grand Cherokee. Thank God I didn’t panic. I used my driving experience to maintain some sort of control. Letting off on the throttle and without touching the brakes, I let the Jeep slow down on its own. It scared me so bad I fixed it that same day. If I didn’t know how to handle the situation it could easily have led to a fatal head-on collision.

How many self-starters do you know that could do anything on a car without special training? The concept of electrical wiring and airbag technology is only a part of what needs to be known.When the apprenticeship branch in B.C. started to chop up the trades, there was little thought given to safety.You must be nuts if you think a tune-up mechanic is not going to touch brakes or suspension just because they aren’t certified. In fact, they will most likely do that kind of work despite their lack of training.

Ed Pink McWeeney’s Service North Bay, Ont.

Ken Hart Hartech, Kaslo, B.C. Member, CT Advisory Panel

%

" !

# " " ! ! # ! "$ "

Contact your local Monroe Brakes representative or visit www. .com for promotion details.

Promotion Valid:

$ This is a mail-in rebate.

Restrictions apply. Offer may not be combined with any other discount, offer or rebate.

APRIL 2013 CANADIAN TECHNICIAN

7

LETTERS

MORE BRAKE PAD EDUCATION WOULD BE HELPFUL I just finished reading “No more Copper in your Stopper” (February 2013) and it seems to me that most technicians have little to no idea what type of friction material to use on various applications, and what will best suit the needs of their clients.This information doesn’t seem to be readily accessible, from what I can tell. Techs need to know when they should be looking for a semi-met pad versus a ceramic or NAO pad. Manufacturers could do more to make sure we have this information. It would be very useful to those of us who make decisions about what type to use on a daily basis.

Trevor Gracie Acadia Toyota Moncton, N.B.

OF MICE AND MEN I enjoyed reading about the snake that got loose in a customer’s car (Out & About, February 2013) You say the apprentice cuddled the python when he got it out.Would he have done the same if he’d had to get mice out from under a seat? My husband, James, faced this decision when a good friend of his named Joe, a university-trained mechanical engineer, brought his van to the shop after noticing a very unpleasant smell. A whole family of mice had taken up residence in the van! The mama likely ran to another part of the car but the babies were slower, just barely able to move around.

After severe frustration, James thought he’d gotten them all. And he took payment from his friend. He told me at suppertime, “That was one of the worst jobs I’ve ever had to do as a technician! I hope I never have to do it again!

A week later, Joe was back. More mice! Shortly thereafter he decided to buy a new van… and I can’t say I blame him. As for James, well, he was glad to hear that the van was gone!

Frieda-Marie Elias Springfeldt Auto Wymark, Sask.

8

CANADIAN TECHNICIAN APRIL 2013

DIYERS SHOULD NOT BE BUYING SAFETY PARTS Is there a bandwagon I can jump onto to pressure government to deal with this whole problem of unskilled people buying front-end parts and installing them in their driveways? I can’t buy a furnace for my shop and install it. I can’t even buy parts to fix my existing furnace, because I don’t have a license! I have to hire a certified tech to do that work… and I’m very OK with that.

But why can that not happen in our trade? Or, better yet, how do we make that happen in our trade?

We have got to get this issue solved!

Richard Martin Fast Forward Auto Neebing, Ont.

DISPOSABLE VEHICLES ARE CHANGING THE WAY SHOPS WORK Twenty years ago, we used to rebuild nearly every component we pulled off a vehicle. Starters, generators, alternators, transmissions, engines… you name it.

Now we find ourselves dealing with the wreckers and the mass rebuilders most of the time. What happened? Unfortunately it’s the sign of the times.

Our shop has evolved greatly and now specializes in diesel fuel systems and light-medium diesel vehicle service.The back shop is largely R&R while the fuel pump department still rebuilds pumps and injectors. But the latter is fading away to both the newer common rail systems and the offshore rebuilders.

It looks like the trend is toward disposable vehicles.The idea seems to be to make it cost effective to sell customers a new car when the old one gives up the ghost… and make sure that you can’t get parts for the old one!

George Stringham Taber Diesel Service Taber, Alta.

How to reach us What do you think? We love to hear from our readers. Please send along your opinions to editor Allan Janssen at allan@canadiantechnician.ca.

BRING A TOUCH OF EXCIT EMENT I NTO EVERYDAY DRIVING.

I N T RODUCING POT ENZA™ R E97AS

Road-gripping performance for all seasons π Nondirectional tread pattern for hassle-free mounting and flexibility in tire rotations π Compact size offering covering many of today’s popular fitments π Blend of touring and performance characteristics will appeal to a wide variety of drivers

π Precise handling and grip π High silica content provides confident wet performance π Latest tread polymer technology improves wear performance

1-866-9 GO TIRE

tiresafety.com

bridgestonetire.ca

OUT & ABOUT

Shop owners take centre stage at AIA forum our Ontario shop owners shared some of their shop secrets at the Automotive Industries Association of Canada’s recent Ontario Service Provider Forum in Toronto.

More than 200 automotive service professionals showed up for the conference, which promised to “unlock the secrets to a profitable shop.”

Alan Beech, owner of Beech Motorworks in Hamilton, Ont., focused on customer retention, explaining how valueadded services like car washes, courtesy shuttles, and rewards cards have helped keep his customers coming back.

Roy Hinbest, owner of Roy’s Service Centre in Orangeville, Ont., discussed his unique approach to preventive maintenance. He and his son Michael stressed the importance of keeping clients on a detailed maintenance plan, and offering full inspections at every visit.

John Edelman, owner of Haldimand Motors in Cayuga, Ont., said it’s important to invest time in your employee’s lives, and inspire them to see “the big picture.” He said giving employees an opportunity to make a difference in other people’s lives, creates a tight-knit team.

And Leroy Martin, owner of Leroy’s Auto Care in Elmira, Ont., spoke on measuring and improving shop efficiency.

He concluded his presentation with an uplifting reminder that as service professionals, the need to overcome negativity is most important.

The Ontario Service Provider Forum also featured keynote addresses by Carquest Canada’s training manager James Shields who discussed “the car of tomorrow” and Charles Seguin, president of Seguin Advisory Services, who discussed the latest business strategies being employed at automotive dealerships.

F

EYE SPY Sealing your fate Here’s a rather daring DIY attempt, sent in by Alex Wu of 128 Auto Service Centre in Coquitlam, B.C. The owner of a 1997 Chevrolet Lumina tried to fix a leaky high-pressure power steering hose with rubber tubes and clamps. It didn’t last long. “The hose was leaking a lot when it came in,” says Alex. “There’s no way you can seal it like that!”

Have an interesting picture to share? Email a high-resolution image to: allan@canadiantechnician.ca

APRIL 2013 CANADIAN TECHNICIAN

11

CT Industry Survey • What’s Our Next Step?

Training 1. It is difficult to find good technical training.

2. Technical training costs too much.

3. Most technical training is either too basic or too commercially biased to be of any real benefit to us.

4. Training that requires techs to stay late into the evening or come in on weekends is less than ideal.

RO N AG GLY RE AG E RE E NO OP IN I DI SA ON GR ST EE ON GL YD IS AG RE E

We’ve created the CT Industry Survey to help clarify the main sticking points. You can find it online at tinyurl.com/ct-nextstep survey… Or you can fill it in right now and fax it to us at 416-614-8861. You can also scan your completed survey and email it to me at allan@canadiantechnician.ca.

Tell us what you think so we’ll be able to figure out our next step!

ST

In our last issue, shop owner Dan Lazin explained why he started a thread on the Canadian Technician Forum called “Shut Up and Do Something.” The discussion about the most pressing issues our industry faces was animated to say the least! Shop owners, managers, service advisors, and technicians weighed in with their own opinions and suggestions.

❏ ❏ ❏ ❏

❏ ❏ ❏ ❏

❏ ❏ ❏ ❏

❏ ❏ ❏ ❏

❏ ❏ ❏ ❏

5. Technicians are not interested in ongoing skills training.They prefer to learn on the job.

6. We need a progressive training model that allows technicians to consistently upgrade their skills and display meaningful certificates of achievement.

❏ ❏ ❏ ❏ ❏

Regulatory environment 7. Consumers should NOT be allowed to purchase safety parts (brake, chassis, steering, suspension).

Sale should be restricted to licensed technicians only.

❏ ❏ ❏ ❏ ❏

8. The government needs to crack down on unlicensed shops and backyarders.

❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏

9. There should be provincially mandated annual inspections to get unsafe vehicles off public roads.

10. Technicians should have to be required to take ongoing training in order to maintain their licenses.

Business practices 11. It is a problem in our industry that many shop owners charge their customers TOO LITTLE because they don’t know how to calculate their true costs. In addition to making it difficult for them to properly maintain their customers’ vehicles, pay their techs a fair wage, or turn a reasonable profit, this makes the public suspicious of shops that charge properly.

❏ ❏ ❏ ❏ ❏

12. It is a problem in our industry that many shop owners charge customers TOO MUCH because they are trying to maximize their profits.This gives our industry a bad name and confirms consumers’ suspicions that repair shops are out to rip them off.

❏ ❏ ❏ ❏ ❏

13. It is a problem in our industry that many shops inspect vehicles only so they can sell as much service work as possible.This hurts our industry’s reputation.

❏ ❏ ❏ ❏ ❏

14. It is a problem in our industry that many shops don’t bother to inspect vehicles properly.This leaves a lot of necessary service work undone, ignores preventive maintenance, and harms our reputation for competence.

❏ ❏ ❏ ❏ ❏

15. It is a problem in our industry that many shop owners lower their prices in an effort to capture more business or undercut their competitors.This caters to penny-pinching customers, poor workmanship, and leads to a “race to the bottom” among area shops. Nobody wins.

❏ ❏ ❏ ❏ ❏

Image of the industry 16. Our reputation is hindered by the fact that too many service facilities are rundown, and do not inspire confidence.

17. Too many facilities are dirty and are not comfortable to be in.

18. Too many of repair shop employees dress poorly and are often covered in grease and dirt.

12

CANADIAN TECHNICIAN APRIL 2013

❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏

RO N AG GLY RE AG E RE E NO OP IN I DI SA ON GR ST EE ON GL YD IS AG RE E

ST

❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏

19. Too many shops lack basic customer service skills.

20. Consumers do not understand the level of skill required to fix a modern automobile.

Associations 21. Are you a member of any professional associations? ____ No (why not?) ____ Yes (which ones and in what ways are they effective or ineffective?)

22. As an industry, we need to focus on PROFESSIONAL DEVELOPMENT.We need to promote ongoing training (management and technical), best practices, and ethical conduct among industry players.

❏ ❏ ❏ ❏ ❏

23. As an industry, we need to focus on LOBBYING.We need an effective way to represent the interests of our industry to government.

❏ ❏ ❏ ❏ ❏

24. As an industry, we need to focus on MARKETING.We have to educate consumers about the importance of maintaining their vehicles, about the value of specifying quality parts, and trusting the expert advice of trained and certified automotive professionals.

❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏ ❏

25. As an industry, we need to focus on improving wages and working conditions for technicians.

26. Please rank the following industry objectives from 1 to 10, with 1 being the most urgent and 10 being the least urgent. ____ Promote skilled trades among young people. ____ Establish progressive technical training with meaningful certification. ____ Standardize apprenticeship programs across the country. ____ Restrict sale of safety parts to licensed technicians only. ____ Crack down on unlicensed shops and backyarders. ____ Introduce mandatory vehicle inspections. ____ Focus on professional development so more shops employ best practices. ____ Focus on educating consumers about the importance of vehicle maintenance. ____ Focus on lobbying government for regulatory changes that benefit our industry. ____ Unionize technicians for fair wages and working conditions.

27. Please let us know what other issues or concerns you have about the automotive repair and service industry.

What should we add to the list of things that need fixing?

Finally, please tell us a little bit about yourself.

28. Job description (check one) ❏ Apprentice

❏ Technician

❏ Service Advisor

❏ Shop Manager

❏ Shop Owner

❏ Other (please specify)________________________________________________________ 29. Age (circle one) ❏ 20-30❏31-40

❏41-50

❏ 51-60

❏ over 60

30. Years of experience (circle one) ❏ 1-5 years

❏ 6-10 years

❏ 11-15 years

❏ 16-20 years

❏ More than 20 years

31. Please tell us your CITY and PROVINCE ___________________________________________________________________________ Thank you for taking the time to give us your opinion.

If you’d like to discuss this survey further, please send an email to: ajanssen@newcom.ca Online tinyurl.com/ct-nextstepsurvey Fax 416-614-8861 Email allan@canadiantechnician.ca APRIL 2013 CANADIAN TECHNICIAN

13

No matter what car you drive, ANCO makes it a better car to drive. ®

ANCO, Contour, Profile, Transform and AeroVantage are trademarks owned by Federal-Mogul Corporation, or one or more of its subsidiaries, in one or more countries. ©2013 Federal-Mogul Corporation.

ANCO’s family of wiper blades are engineered with the latest technology to provide more effective blade-to-windshield contact for improved visibility. Preparing you for any season, on any vehicle…all at an affordable price. See the difference…and more with ANCO. The clearest choice in wiper blades.

www.ANCOWipers.com

ITS YOUR TURN

What I didn’t know about running a shop It took me years to realize I needed help understanding how to build a successful business.

By Bob Ward I’ve been in the auto repair industry for over 30 years and if there’s one thing I’ve learned, it’s that business training is as important for shop owners as technical training is for technicians.

Our success depends on it!

When I started as a tech, I gravitated toward franchise operations because of the technical training they offered. After a few years, I joined a major auto chain because of the opportunities for advancement.

Eventually I became a store manager… and that’s when I first learned that management training was a lot harder to find than technical training!

After eight years of running someone else’s shop, I took the plunge and bought my own franchise. Head office had a wealth of technical training for my techs, but very little in the way of business training. Even if I could find a good management class, it wasn’t easy to find the time to take it. I was so busy working in the business that I had no time left to work on the business.

Then I heard about a free, one-day workshop that promised to help me get my business into shape. I was intrigued by the approach, and after the workshop I signed up for an analysis of my business. The suggestions they had for me made a lot of sense so I joined the organization for a two-year contract.

They assigned a coach to review my key performance indicators every week. It was the accountability I needed. If my goals were not being met, we discussed what I should do to fix it.

Slowly I started to get a better picture of how to run my business. One of the first big revelations was that I simply didn’t have the proper staff mix to allow me to do things right. I learned how to make better hiring decisions,

and how to make sure I had the right people in the right positions.

The training I took paid for itself within seven months. By the time my first two-year contract ran out, my head had started to swell. I figured I knew

everything there was to learn, so I left the program.

After two years, though, I found myself right back where I started. So I swallowed my pride and signed up again.That was 11 years ago and I’m still in the program… and I’m still learning!

I know that some shop owners are leery of management training. But in my experience, it’s the best investment you can make in your business. It gives you a proper foundation to succeed in all facets of business operation – from bay management, to telephone training, to customer service, to social media and

advertising. It helps you turn a profit.

After 20 years as a franchisee, I opened up my own independent auto repair shop, and I’ve built the business on the same management principles. I have a great mix of staff that keeps the business running the way it should. I hold weekly meetings with the front office staff (held after the shop closes for the day) and with the technicians (at lunchtime – and I buy lunch). These

meetings keep our lines of communication open. Everyone knows what their responsibilities are… and they’re held accountable for their actions.

As a result, I’m able to step back and work on the business, not in the business.

Bob Ward is owner of Auto Guys in St. Thomas, Ont.

APRIL 2013 CANADIAN TECHNICIAN

15

FROM OUR FORUM

Pricing over the phone Our Forum members debate the merits of negotiating with ‘customers’ before they even come into the shop.

What do you do when people call for a price on parts or service? I was always taught to tell them to bring the vehicle in so we can check it out properly. They might not be right about what they think the vehicle needs. Plus if you’re on the phone for a half hour getting prices, who pays for that down time?

I still give out guesstimates. I explain that it’s not a quote and that I’d have to see the vehicle in order to have any kind of accuracy. Then I ask if they’d like to book an appointment.You still get time wasters, but a couple of good questions usually weeds them out.

—msog

—crazyman

Most of the time, I try to qualify whether a caller is worth my time. If they’re asking for a specific thing, chances are they’ve already been to another shop or had a ‘mechanic friend’ look at it. Without being too rude, I tell them they’re probably getting a fair price. The ones asking for price on a tune-up or ‘just a set of front pads,’ are another matter. I try to convince them to come in.

—PFOREMAN

When it comes to pricing out someone else’s diagnosis, I don’t want to be left holding the bag when it turns out the guess was wrong. If I’m doing the repair, I want to do the diagnosis.

—grampyjim

I’ve learned that phone quotes are the perfect opportunity to gain a new client and build a relationship. You need to make the time to give a quote with some options, like top quality parts or second line. The more options you provide and the more “consulting” you do, the better

16

CANADIAN TECHNICIAN APRIL 2013

off you are. I turn about eight out of 10 calls into an appointment and I close 90 percent of those.

—simonseyz

I never give a price over the phone. But if they want to bring the car down, we’ll look at it and verify someone else’s estimate. We’ll also confirm whether the work is really necessary. And, if they’d like, we’ll give them our own written estimate. This is the best and most professional way to deal with these situations.

—LLOYDDARIUS

I have no problem with phone quotes. Over the years, I’ve taught many an employee how to handle them. For me it’s a game and I have a very good success ratio – well over 50 per cent – in landing the job.

The first thing to do is separate those who are serious about getting the vehicle repaired from those who are just playing phone tag. It doesn’t take long to figure out who you’re talking to. I’ll spend as much time as required on the potential customers.

—Cyril

I almost never waste my time on phone quotes. If it’s an unknown caller, I ask them straight out if they’re simply looking for the lowest price. Half the time they say yes. At that point, I tell them we’re not interested in even quoting on the job because we focus on good work at a fair price. Some people just say thanks and hang up, but you’d be amazed how many are interested in getting a quote for a proper job.

—dantheman

Pricing over the phone is just wrong. Even a tire install can vary if the aluminum rim is corroded. And the customer will resent any price bump after they arrive.To stick to the price you quoted, you’d have to pressure your tech to ignore the cracked flex hoses on that brake job, or the rotten hoses on the rad install. Or you’d have to eat some of the labour cost. In my opinion, only licensed techs should give estimates. Period.

—tenwthirty Join the discussion! Log on to www.canadiantechnician.ca/forum and see what everyone’s talking about.

If you’ve got an opinion to share, we want to hear it.

vw.ca

Our timing is excellent

Quality repairs need quality parts When the timing belt needs changing, it’s always best to replace it with a Volkswagen Original WLPLQJ EHOW ZLWK WHQVLRQHU SXOOH\V DQG LGOHU SXOOH\V DOO RȔ HUHG LQ D SUDFWLFDO VHW WKDW LQFOXGHV one-time use stretch-torque fasteners.

Our Volkswagen Original parts are precision engineered, Autobahn tested and identical to WKHbRULJLQDOV Ç? VR WKH\Ç’OO Č• W DQG SHUIRUP DV H[SHFWHG 1R FRVWO\ FRPHEDFNV

“Volkswagen� and the Volkswagen logo are registered trademarks of Volkswagen AG. Š 2012 Volkswagen Canada.

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.

MAKING AN IMPRESSIVE FIRST IMPRESSION Turning shoppers into clients isn’t easy, but it’s worth the extra steps!

DEAR KELLY: The other day we had someone new in the shop whose vehicle had some serious issues. The estimate came to over $1,200! It was difficult giving him the news, and we figured we’d scared him away when he didn’t show up the next day to get the work done.

Our service advisor was leery of calling him because she didn’t want to come off as being pushy. I understand… but I wish we could have gotten through to him! What are your thoughts?

DEAR EROL: We’ve had to get our heads around how to handle new customers too. It’s a delicate dance, no question.

We’ve started to use the very first visit as a chance for both sides to get to know each other. They have to know that we’re dedicated to total vehicle maintenance. And we have to figure out if they are a chronic shopper here, or a potential client.

“Shoppers” are not looking for a place to give their loyalty. They’re just looking for the best price.

Now don’t get me wrong.

Comparative shopping makes sense. We 18

CANADIAN TECHNICIAN APRIL 2013

all do it. Why buy a DVD for $28 when you can get the very same DVD for $12?

What we have to remember, though, is that automotive service is not a commodity like a DVD. We’re selling our knowledge, our skill, our intuition, our experience, and a whole lot more.

We’re selling ourselves as the best solution to a client’s car-care problems.

If we can explain that properly, we stand a very good chance of capturing their business.

And it’s important to remember we don’t want a one-time purchase. We want their ongoing loyalty. Too many shops focus on getting new people into the shop one time. But their efforts should revolve around turning onetimers into long-term clients.

Last week at a management meeting, a shop owner told us about his biggest marketing mistake. He’d borrowed an idea from the theatre industry. He ran a promotion called “$12.50 Tuesdays!”

Yup, you guessed it. People could bring their car in on Tuesday and get a complete oil service for $12.50. And boy did it work! Lots and lots of people, and all their cheapskate friends came in on Tuesdays for an oil change. Oilchange work on every other day completely dried up!

Worse, none of them read the part of the coupon that said you had to leave your vehicle at the shop for a minimum of three hours.This wasn’t meant to be a quick-lube. It was meant to be a ‘slow

of the inspection forms we use to assess their vehicles, and an explanation of our oil service, seasonal, and annual check-up procedures.We briefly explain each form and the benefit to them.

ones who do tend to become great clients. It is the kind of service we want to offer, and it’s what the ideal client wants to receive. A perfect match.

I’ve learned not to take it personally

3 Meet “the patient.”

when shoppers decide they don’t want to be a client of mine. I recognize that people have a choice. There are a lot of shops out there. If some other business fits them better, that’s fine.

But while they’re assessing my shop and determining whether they want to come back, I’m assessing them and figuring out if I want them to come back.

Well, Erol, I’m going to shut this computer down and get an early night.

I’ve been burning the candle at both ends lately, and I need to recharge my batteries.

I decided I need a hobby. It is so rare to get “me” time. So, I bought a tennis racket and am taking my first lesson tomorrow.

Maybe I’m doing it to prove that I can return whatever I’m served up!

Remember, I’m only an email away, —Kelly

Larry Dickison

lube’ so the tech could inspect the vehicle properly for other work, and get the oil change done between other jobs.

Somehow almost everyone missed that part! They chose to wait for their car, creating a lot of mayhem at the shop.

It was a classic example of how to get people to come in one time only.

The way I see it, we need to gear our marketing to attracting clients not shoppers.

When a person comes in as a result of our marketing efforts – whether it is from an advertisement, a sign, our web site, or a referral – we’ve already succeeded in selling our service once.What we have to do now is sell the next visit.

It’s the same as a restaurant. When we’re already in the booth, the first sale is pretty much assured. What the restaurant has to do now is impress us enough so we come back next time.

So here’s what we do to make a proper first impression:

an appointment to 1 Book meet with them.

It’s like a restaurant reservation. A meeting is scheduled for a time when the shop is not likely to be busy and there won’t be a lot of other customers at the counter. It’s all about creating a pressurefree environment to get to know the visitor and explain our business model.

When the reservation is made, the customer knows who they’ll be meeting with, and that they’ll need to set aside an additional 15-20 minutes to get to know us. If the customer needs a ride or a loaner car, it will be available for them.

them a welcome 2 Give packet.

When the new client comes in, we sit down with them in a comfortable office, and open a new customer file.We start by getting some basic contact details, including how they’d like to be contacted.

Some prefer text or email; others prefer to be called.Then we talk about their vehicle. How long have they had it? How long do they plan to keep it? Who drives it and how much? What problems are they having with it? Then we give the client a packet that includes our company brochure with phone number, hours of operation, towing company number, and warranty information. It also has copies

We walk with the client out to the vehicle to get the VIN, mileage, mileage/date on the oil change sticker, tire size, and where the wheel lock key is kept. At the same time, we fill in a vehicle-condition report, using a diagram of a vehicle similar to what a car rental company uses.We note things like scratches, dents, chips, and cracks.We also have the customer sit in the vehicle while we verify that the lights, signals, and horn all work.

them a tour of our 4 Give facility.

A short walk around lets them see how and where we work: the bays, the parts area, the tire storage area, and the break room. We also make sure to point out the environmental practices that make us uniquely ‘green.’ And we introduce the new client to the shop foreman who points out each of the technicians and apprentices. Back in the waiting area, we let them know where to find complimentary beverages and how to log on to the wireless Internet.

Sound like a lot of work? Sure it is, and some people don’t like it. But the

Kelly Bennett is a certified management trainer and has been coaching automotive repair shop owners since 1990. You can reach him at kelly@kellythecoach.com.

APRIL 2013 CANADIAN TECHNICIAN

19

Premium Sponsor

www.snapon.com

Award Sponsors

www.total-lub.ca

www.federalmogul.com

Association Sponsor

www.aiacanada.com

OF THE YEAR

2013

10,000

$

in cash and prizes Do you know someone who deserves special recognition?

We’re looking for someone who: ■ Is an elite technician ■ Is a leader in the shop ■ Gives back to our industry

■ Is an active member of their community ■ Is helping to improve the public’s impression of technicians

We’re looking for an

AMBASSADOR FOR OUR TRADE! Nominate yourself or someone you think is the Canadian Technician of the Year.

Tell us your story and make a compelling case.

NOMINATION FORMS AVAILABLE ONLINE

www.canadiantechnician.com/award @cdntechnician #CTOTY

/CanadianTechnician

Know How to go with the flow.

g in om pr fr S l i l , oi y o ion C t l ir rat al e. e d t rn ac te il S nts f te pl n g i e e in Th ev pin ds ts pr ca ol en s e d h on an mp co

’s d” er e t c il an f nh es nd s a E v s- ro ch use s t p la im ca ca “G dia to hat . t e e M lity rt ag i di m b a a d l ed ho in g en

b ne ck xi co ba fle i il ain s me S y r -dr ta re s. u s xt re o ti An lve r e atu va de er un mp te

y et f a to e S t ve ow th n l f d l ro Va f n i le -F ss oil ve fil p U a s ,e s yP e e e .

B ur gin om ts s n n c en e be ina e r am h t te nt l o fi h c it w

Since 1966, we’ve been filtering out the competition with our NAPA Gold oil filters. Today, we continue to remain at the forefront of oil filter technology because our filters hold 45% more dirt than the leading national brand. So put NAPA KNOW HOW to work for you. Call your local NAPA Auto Parts store today. napacanada.com 1-866-GET-NAPA

le

The value of

visibility

especially when the car is already in the shop getting other work done.

We talked to some service advisors and brand managers to find out their strategies for turning this DIY item into a profitable do-it-for-me (DIFM) sale.

Check every car This may sound obvious, but if you’re not checking wipers and recommending new ones, you aren’t likely to sell any.

Some of your customers may not even know it’s a service you provide. Wipers are a critical safety component. No matter how big or small a service the car was brought in for, a quick wiper inspection is an easy way to make sure your customers can see properly, and you’re not missing out on a potential sale. If the wipers are smearing, chattering, cracked, or leaving streaks, you should advise your customers to replace them.

Think seasonally

Selling wiper blades can be easy when the car’s already in the shop getting work done.

By Sarah Voigt

The 2003 Dodge Ram came in for new tires, but it was clear that wasn’t all it needed.

The brake pads were worn, and so was a ball joint. Add in the oil change and a tail light, and the truck was in a lot better shape when it left. Except for one thing: the wiper blades. Even though they were so worn they were scratching the window, the customer waved it off.

They would replace the blades themselves, they insisted.

This story is as common as they come in our industry. Many people think of wipers as the one job they can do themselves. Problem is that sometimes they don't get around to it.

Learning to overcome their objections is the key to selling – and installing – more wiper blades. With a little practice, selling wipers can be easy –

Similar to tires, wipers come in summer or “all-season” blades as well as winter.

Winter blades are usually beam-style or frameless blades, a design that prevents snow and ice from building up in moving parts.They’re usually made from a silicon-blend that helps keep blades flexible at frigid temperatures. Summer blades, on the other hand, are less bulky and are able to withstand UV rays and high temperatures. By changing out your customers’ wiper blades when performing their seasonal checkups, you can ensure their blades last twice as long and they’ll have optimal visibility in every season.

You can even offer to store them along with their tires.

Show and tell If you come across a badly worn set of blades, it never hurts to show them to the customer. “Most of the time the customer already knows their blades are

APRIL 2013 CANADIAN TECHNICIAN

23

worn out,” says Glenn Schur, service manager at Global Auto Services in Edmonton. “We check the wipers on every car, and it’s rarely a surprise when they need replacing.”

While they probably already know their wipers aren’t clearing properly, they still may not be taking your recommendation as seriously as they should. By showing them how their blades compare to brand new blades, or showing them how a worn blade can damage their windshield, they may be more inclined to take you up on your offer.

Have price options Nine times out of 10, when a customer declines your offer to replace their blades, it’s because they figure they can do it themselves for less money. While this is often true, by having more than one price option for blades, you may still retain some of those sales.

“By exposing the differences between the entry-level product up to the premium products, you can increase consumer awareness,” says Rob Eddy, associate product manager for Bosch. “If you promote during the peak season for vehicle tune ups – spring and fall – you’re more likely to sell-up.”

In places with lots of rain, wipers need to be changed more frequently, making price even more of a factor. Offering a less expensive option can make customers more inclined to keep them in good repair. “Wiper blades only last two months here in Vancouver. There’s a lot of spitting rain and most people have their wipers going almost constantly,” says David Gilmour, owner of BMC Motorworks.

“Sometimes they buy less expensive ones, knowing they’ll only last couple months here anyway.”

You may not be able to match the lowest price at big-box retailers, but by having an option that is close may be enough to capture some business that would otherwise be lost.

24

CANADIAN TECHNICIAN APRIL 2013

Sweeten the deal Many service facilities don’t charge to install blades. But if you waive the fee, make sure the customer knows that there’s added value in buying blades from you. You can mention it in your pitch, or show it as free on the invoice. When price is often an issue, it doesn’t hurt to make sure they know you’re being generous.

Offer peace of mind We’ve all heard a horror story or two about wiper blades flying off at the moment they’re needed most. While these cases are rare, there are certainly customers who are nervous about doing the job themselves.They know an improperly installed blade can be just as dangerous as a worn out one.

Without question, the install process has become a lot easier in the last 10 years or so. Manufacturers have gone to great lengths to make quick-fitting connectors that work on all kinds of vehicles, and they’re often marketed as being “goof proof.” But, whether they’re still thinking about the old style of complicated adapters, or they simply have no faith in their own technical abilities, there are still people who would rather just have you do the job for them. If you sense their apprehension, tell them you’ll be happy to make sure their blades are installed properly. A technician who changes a lot of blades can do it in a matter of seconds with absolute confidence and skill. They can give your customers the peace of mind they’re looking for.

Sell the newest features At first glance, it may seem like wiper blades haven’t changed much in the last hundred years, but in terms of design and materials, wiper blades have really changed a lot. There are three basic types: traditional or bridge-style, flat or “beam” blades, and a new style that combines the two. “The newest technology is hybrid wipers, which

combines the best characteristics of traditional bridge style wipers and flat blades,” says Tracy Neil, brand manager for Anco.

She says hybrid wipers integrate the best characteristics of various designs into a single blade for a new level of performance.

By knowing what’s new in wiper blades, and what distinguishes the blades you sell from other types will allow you to make informed recommendations to your customers. Any of this information can be found on manufacturer web sites and tech forums, as well as at conferences and in magazines.

And manufacturers make it easy for you to educate customers about what’s available. Posters, counter mats, and displays are all passive ways to promote the blades you sell.

Storing your wipers in the front office, or in a place where customers can see them is a good reminder that you have them available, in case they need new blades in between services.

Wiper blades can be a profitable part of your business. By knowing your stuff, stressing convenience, and offering price options, you can take back some of the sales that are too often lost to the DIYers.

Sarah Voigt is a service advisor at Columbia Auto Service in Waterloo, Ont. She’s also the editor of Canadian Car Owner, a magazine by the publishers of Canadian Technician, designed to educate your customers about vehicle maintenance. You can reach her at sarah@canadiantechnician.ca.

2000

1965

Valvoline launches MaxLife®, the first motor oil for high mileage engines

Valvoline introduces the first & best selling racing oil of all time

1866 Dr. John Ellis invents motor oil

1939 Valvoline develops X-18, a single grade oil which could be used in place of 18 different specified automotive lubricants

1996 Valvoline launches DuraBlend™, the first synthetic blend motor oil

2012 Valvoline launches NextGen™, the first national branded recycled motor oil

Valvoline invented the engine oil category almost 150 years ago – and we haven’t stopped pushing new innovations since.

NextGen™ motor oil is the latest in a long line of category-changing introductions.

Made with 50% recycled oil, NextGen™ delivers 100% Valvoline engine protection. NextGen™ motor oil is great for engines and better for the environment, it exceeds industry specifications with reduced environmental impact compared to non-recycled motor oil.

Naturally, NextGen™ is supported by the full force of Valvoline’s innovative marketing programs.

Welcome to the Next Generation in motor oil.

Learn more about NextGen™ at NextGenMotorOil.ca © 201Î, Ashland Inc. TM Trademark of Ashland or its subsidiaries in various countries.

Dirty brake fluid on a 2009 GMC pickup with 140K on it. The dark colour is your first tipoff. It should look more like apple juice. It’s so dark you can’t even see the float in the reservoir.

WHEN BRAKE FLUID

GOES BAD

The tendency for brake fluid to absorb moisture is the main reason it needs to be changed every couple of years.

By Jeff Taylor

26

CANADIAN TECHNICIAN APRIL 2013

If you asked the average customer when they last had their oil changed most probably would know (and then they’d admit they’re currently overdue!).

But ask them when they last had their brake fluid changed and you’ll probably get some blank stares. “It needs to be changed?” they’ll ask sheepishly.

Changing the brake fluid is arguably more important than changing the oil or the coolant. When a brake line bursts or you have a catastrophic hydraulic failure, it won’t just wreck an engine… it could kill someone!

Brake fluid of some description has been used since 1918 when Malcolm Loughead came up with the idea of using hydraulic pressure to apply the brake shoes inside the brake drums. The first four-wheel hydraulic brake system, used on the 1918 Duesenberg, was a vast improvement over the mechanical systems that were being used up to that point. By the 1920s, the idea had spread to the more expensive models of the day and was eventually adopted across the board.

Today’s brake fluid is a nonpetroleum synthetic-based chemical compound that has been carefully

formulated to be a non-compressible liquid that can flow freely in a wide range of temperatures. All brake fluids will contain an additive package that prevents corrosion and gelling, and slows the formation of crystals, sludge, gum, and varnish. It also protects rubber and composite seals, hoses, and other parts from deteriorating. And, of course, it acts as an effective lubricant. That last point is going to become far more critical in the future with the mandatory use of electronic stability control (ESC).

The classification of brake fluids by the DOT system should not be confused with the composition of the fluid.

DOT 3, 4 and 5.1 are all glycol-based brake fluids. DOT 5 is silicon-based.

The DOT system that we use does not imply the chemicals that are to be used in each category of fluid, just the minimum specifications that each category must meet. There are many specifications that are required under technical standard 116 but the three that we’re most concerned with are: ERPB (equilibrium reflux boiling point, also known as the dry boiling point), the wet ERPB (or wet boiling point, roughly equal to 3.70±0.05 percent water by weight), and the kinematic viscosities (flow rate at specific temperatures).

The composition of brake fluids can be a bit complicated.

Most DOT 3 fluids are simple glycol-based fluids. Most DOT 4 fluids have a borate ester additive that increases the boiling point. But the DOT system does not mean that DOT 3 fluid can’t have borate esters in it.

Nor does it mean that all DOT 4 fluids have it.

It got even more confusing when a low-viscosity glycol-based fluid that met the DOT 5 boiling point specification was developed. It was called DOT 5.1.

The diethylene glycol-ester-based DOT 5.1 fluid has properties similar to DOT 4, but with improved performance characteristics, including higher boiling point, and lower viscosity for use in ABS and ESP equipped vehicles.

All glycol based brake fluids have one mortal enemy: water.

Brake fluid is hygroscopic and that means it has the ability to pull moisture from the surrounding air. And once water has been absorbed into the fluid, it is slowly dispersed through the entire system.

How does the moisture get into the system in the first place? There are many possible ways.

It can be from condensation under the master cylinder seal. It can come from a container of brake fluid that was used for top-ups but not sealed properly after being opened. Just checking the fluid level can expose the fluid to moisture in the air.

In fact, even the rubber flex lines, seals, and cups that are used in the

system will allow some moisture to get through. GM thought this was enough of a problem to change the design of its flex hoses. They managed to reduce moisture penetration by 50%.

Most brake fluid manufactures now go to great lengths to prevent moisture from being absorbed into the fluid.

Low moisture absorption fluids – or MLA fluids – are becoming quite common. They slow the absorption process down but can’t prevent it completely.

Brake fluid is pretty thirsty too. If it has never been changed, the brake fluid in an older vehicle may contain as much as 7 or 8% water. The effect on the boiling point is dramatic. As little as 3% moisture in DOT 3 fluid can lower the boiling point to about 145°C/293°F. That’s just above the minimum wet specification, and that can happen in just one year!

Brake fluid deterioration happens most quickly in the first year. The quality drops significantly… but it doesn’t stop declining. It will continue to absorb moisture. By the end of the fourth year, a DOT 3 fluid may have a boiling point of about 115°C /221°F. The danger becomes clear when you consider that under a brief period of aggressive driving, the fluid in the calipers can hit 200°C/392°F. When four-year-old brake fluid with a seriously compromised boiling point faces temperatures like that, it could start to boil. The gases that are then produced are compressible. In the best situation, the customer might say the brake pedal got spongy. Or he might report that he had to pump hard to get the required brake force. In the worstcase scenario, that the pedal will go to the floor and no brakes will be applied.

So is moisture an issue? Absolutely, yes. Studies have shown that most vehicles on the road today have significant moisture in their brake fluid. In fact, a study by the National Highway Traffic and Safety Administration (NHTSA) found that the brake fluid in 20% of the 1,720 vehicles it sampled contained 5% or more water.

Moisture just doesn’t lower the boiling point of the fluid, it can lead to corrosion, and the subsequent seizure of parts such as calipers and other moving parts.

A refractometer, used for measuring the boiling point.

APRIL 2013 CANADIAN TECHNICIAN

27

E M I S S I O N S C O N T RO L

We Make Building Your Exhaust Business a

Breeze!

You can see that we use this tester a lot.

This displays the boiling point and has built in software that provides min specifications.

So as techs, how are we supposed to check brake fluid?

Boiling point tester

This is the most accurate method. It boils a sample of the fluid to provide you with the actual minimum boiling point.

From this information you can look up the specs of the type of fluid you’re testing. Most new testers will provide this information on a digital readout.

Refractometer

Some measure moisture content, but they’re not very common and most work on only one kind of fluid.

Resistance testers

“Go with the Flow” consumer promotion gives your customers an incentive to buy qualifying Walker Muffler or Welded Assemblies and qualifying Catalytic Converters! ®

Contact your local Walker representative or visit

www.walkerexhaust.com for promotion details.

Get up to a $100 rebate by mail with purchase of qualifying Walker® Emissions Control products.

This is a mail-in rebate. Restrictions apply.

Offer may not be combined with any other discount, offer or rebate.

OFFER VALID:

April 1 - May 31, 2013 © 2013 Tenneco

28

CANADIAN TECHNICIAN APRIL 2013

These measure the resistance of the brake fluid, and they work quite well.

They’re relatively cheap, but they must be calibrated in new dry brake fluid of the same specification being used.

Dip strips

There are also a number of dip strips that can be used to check the moisture content, but use caution with these, please. If the bottle with the test strips has not been sealed properly, the moisture in the air can greatly affect the reading. Some strips have also been revealed to be scams in the U.S. As conscientious techs, we have to follow the instructions carefully. There are also test strips that can check the dissolved amount of copper in the brake fluid.

The reasoning is that the more copper it finds, the more corrosion is present.

This type of test is looking more at the breakdown of the corrosion inhibitors in the fluid than the actual boiling point. The issue with this type of test is that there are no manufacturer limits or

guidelines at this time as to acceptable copper levels in brake fluid.

The most important thing here is to test the fluid and give the customer your recommendations about the health of the fluid. Most European manufactures want to see the brake fluid flushed every two years, regardless of mileage, and many other manufacturers are starting to follow suit, by recommending regular brake fluid services in their service intervals now.

How do we get rid of the moisture that has built up in the system? Well, you have to flush out the old fluid and charge the system with fresh fluid. I use a brake bleeder and install the recommended fluid from a clean and sealed container.

Always make sure you use the correct fluid. Seals and components were designed to work best with a particular kind of recommended fluid. I live in the rust belt and I’ve dealt with many seized and plugged bleeders over the years.

Once we embrace the fact that brake fluid wears out and needs to be changed every couple of years, the bleeders come out just fine.

I’ve been in this industry for a long time and brake fluid flushing has usually only been a service when you’re replacing blown lines, or failed components. Maybe it’s more common if you work on a lot of European models. But it is a valuable service indeed.

With most new vehicle being equipped with ABS/ESC system, component failure due to contaminated fluid is going to be a real possibility. And those components are going to be expensive!

Brake fluid will continue to absorb moisture; there’s no preventing it. But right now the average consumer is more concerned with correct tire pressures and regular oil changes than they are with changing their brake fluid.

It’s up to us to bring a change to this train of thought.

Jeff Taylor is senior technician at Eccles Auto Service in Dundas, Ont.

RELIABILITY. QUALITY. PERFORMANCE. (AND COMPASSION) Providing quality and reliable performance, Goodyear Engineered Products are second to none. On the track or on the street, Gatorback Poly-V belts provide the performance you can trust. And reliability isn’t something we take lightly either.

Additionally, we’re proud to support The Children’s Wish Foundation of Canada.

Veyance Technologies Canada, Inc. is a proud supporter of The Children’s Wish Foundation of Canada. www.childrenswish.ca

For more info, call 1-888-275-4397 or visit www.goodyearep.com

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 trademark is licensed to Veyance Technologies, Inc. by The Goodyear Tire & Rubber Company. ©2013 Veyance Technologies, Inc. All Rights Reserved.

PRODUCT CENTRAL S H O C KS & S T R U T S

SHOCK SALES

DO PAY Headlamp bulbs Philips Automotive has unveiled a new range of upgrade headlight bulbs that allow drivers to choose the level of lighting performance that works for them. In this range, Philips offers three lighting options: Philips Vision, which provides 30% more light, Philips VisionPlus offer-

ing 60% more light, and Philips X-treme Vision, which can deliver up to 100% more light than a standard halogen headlight bulb. Philips says its new premium upgrade headlight bulbs are designed to put more light on the road, so drivers can see obstacles and hazards sooner. tinyurl.com/ct-prod-437

Filter sales program

Base plate cover

Baldwin Filters has introduced its 2013-14 “Brand Builder” point of sales program. It includes a new merchandising display with headers in six different languages, a counter mat, and posters.

The new point of sale elements include colourful graphics.While the program is designed as a pick-and-order program, prepackaged kits are also available. tinyurl.com/ct-prod-436

Lift accessories designed to cover the base plates on popular twopost lift models are now available from Rotary Lift to help refresh a shop’s appearance.The new column base plate covers fit standard Rotary Lift SPOA10, SPOA9 (200 series and above) and SPOA7 (200 series and above) lifts. The covers were originally developed for the company’s line of Shockwave-equipped two-post lifts, and customers began asking for similar covers for their existing Rotary Lift two-post lifts.The black plastic covers feature an embossed Rotary Lift logo. tinyurl.com/ct-prod-433

Brake pads Federal-Mogul has expanded its line of Wagner ThermoQuiet CeramicNXT brake pads with new application-engineered disc pad sets for 2013 Dodge Dart and 2012 Lexus HS250H passenger vehicles.The company also has introduced three new sets of Wagner ThermoQuiet semi-metallic pads for late-model applications.They feature the company’s proprietary ceramic formulations and “Dynamic Noise Absorption” technology, which is integrated into the brake pad to target and absorb vibration at the point of contact. tinyurl.com/ct-prod-434

Fuel module assemblies Delphi has added fuel modules to cover more than eight million Honda, Chev, Nissan, Mini, and BMW vehicles from 1995 to present.

They were designed to deliver an immediate, uninterrupted flow of fuel to the engine’s fuel rail and injectors at the specified system pressure. The company has also released 89 new mechanical pumps for popular vehicles built from 1965-1998, including Ford, Toyota, GM, Chrysler, American Motors, Mazda, Isuzu, Nissan, Honda, and Volkswagen applications. tinyurl.com/ct-prod-432

FOR YOUR CUSTOMERS AND YOUR BUSINESS!

®

The Monroe “CHANGE DOES PAY!” Consumer Rebate reminds your customers to change worn shocks, and gives them an incentive to buy!

Contact your local Monroe representative or visit

www.

monroe.com

for offer details.

Get up to a $120 rebate by mail with purchase of qualifying Monroe® or Rancho® ride control products.

This is a mail-in rebate.

Restrictions apply.

Offer may not be combined with any other discount, offer or rebate.

OFFER VALID:

April 1 - May 31, 2013 © 2013 Tenneco

APRIL 2013 CANADIAN TECHNICIAN

31

PRODUCT CENTRAL

Precision Brand Precision Engineering Precision Performance Underhood light NEW

Hardware Included

®

For more information on Ceramic Plus and other ProMax products visit,.. www.autopartsdepot.ca

32

CANADIAN TECHNICIAN APRIL 2013

Snap-on says its new Blue-Point 128LED Cordless Rechargeable Under Hood Light (ECUB128) offers 180degrees of light distribution. It features diffusion tube technology that is said to eliminate shadows. Its 128 high-output LEDs create 700 lumens, and the

cordless design prevents entanglement during working. The rechargeable lithium-ion 4400 mAh battery offers three hours of continuous light. It features an under-hood bracket that telescopes from 47 inches to 71 inches to fit most vehicles. tinyurl.com/ct-prod-430

Shop management system

Steering and suspension

Mitchell 1 says its Manager SE shop management system is now integrated with its ProDemand repair, diagnostic, and maintenance information program, providing an enhanced workflow and intuitive navigation between the two systems. In addition, the new version of Manager SE has been fully tested and is supported on the new Windows 8 operating system. With a single click, Manager SE users may directly access the contents of ProDemand, including estimating, maintenance, service, fluids and TSB information. Items selected in ProDemand are transferred together into Manager SE and automatically added to the repair order or estimate in progress. tinyurl.com/ct-prod-429

The Moog steering and suspension product line from Federal-Mogul now includes 45 additional parts covering millions of popular late-model passenger vehicles from Chrysler, Ford, Volvo, and other leading global automakers. In addition to lower control arms, ball joints, sway bar link kits, and drag links, Moog has introduced 14 new tie rod ends and 10 bushings.The new parts were released to extend Moog coverage to a wide range of late-model applications now entering the aftermarket replacement cycle. tinyurl.com/ct-prod-425

Mounted LED light

Import brake pads

Larson Electronics has added a new magnetic mount LED Blasting Light to its line of industrial grade lights. It features a 200lb grip magnetic base, 1,462 lumen output from 40 watts, and 120-277 VAC compatibility. The BLWP-40LED LED Blasting Light is designed to provide high-power illumination without requiring obtrusive mounting platforms. The heavy duty aluminum housing is powder coated for added durability. It has a shatterproof polycarbonate lens, 12 3.3 watt LEDs for high lumen output, and a 200lb grip magnetic base to provide secure mounting to metallic surfaces. tinyurl.com/ct-prod-426

Raybestos brand brake parts – a member of Brake Parts Inc. – has added listings for 54 makes and 294 models that cover the 2013 model year. Raybestos says its Professional Grade Ceramic brake pads use ceramic friction material that matches or improves on the OE ceramic formulation to provide maximum stopping power and safety. Professional Grade OE-Matched brake pads are engineered to restore factory performance and use semi-metallic applications designed to match or improve upon OE. Raybestos Professional Grade rotors include many problem solver applications.

The Professional Grade calipers follow OE specifications and arrive with new bleeder screws, copper sealing washers and hardware. tinyurl.com/ct-prod-424

Stop leak The latest addition to Rislone’s line of concentrated automotive additives is Radiator Stop Leak 2X Concentrate Sealer, designed to stop minor leaks in radiators, cooling system gaskets, heater cores, and freeze plugs. According to Rislone the product provides an easy, inexpensive fix that is compatible with all types and colours of coolant, as well as water alone. At just 177 milliliters, the new 2X bottle is nearly half the size of original Rislone Radiator Stop Leak Concentrate. One bottle treats up to 11 litres and can be poured directly into a cool radiator. tinyurl.com/ct-prod-423

Power steering pumps Cardone has released a new line of “worry-free” Power Steering Pumps that feature new metal pulleys preinstalled. The company says it is an answer to the problem of plastic pulleys that can break easily. Cardone has 25 new SKUs for late-model Ford applications alone, and a total of more than 130 SKUs of domestic and import coverage. A1 Cardone Power Steering Pumps come with pre-installed pulleys. tinyurl.com/ct-prod-422

Milliamp clamp meter Milwaukee Tool Corporation has expanded its Test and Measurement line with the introduction of a Contact Temp Meter. It features dual thermocouple input and enables delta T calculation to better identify and address temperature issues in heating and cooling systems.The

Milwaukee Contact Temp Meter measures from 2,500°F to -325°F (1372°C to -200°C). A timer function also allows users to track minimum, maximum and average temperatures for up to a 24-hour period and the meter can display measurements in both Fahrenheit and Celsius. tinyurl.com/ct-prod-406

GE Nighthawk™ Platinum headlights.

Suddenly, 11 PM looks a lot like 11 AM. Help your customers put 90% more light on the road* with GE NIGHTHAWK™ Platinum headlights.

Make sure your customers have every advantage. With

Fuel system components Continental Commercial Vehicles & Aftermarket has expanded its VDO Fuel System components offering with a line extension of new SKUs for Impala/LaCrosse/Grand Prix and GM SUV fuel pumps. New VDO Replacement Fuel Injectors have also been added for Ford vehicles. VDO Fuel Supply products are made to OE quality standards in ISO certified facilities to the same specifications and quality standards as the OE components supplied by Continental to automakers worldwide. tinyurl.com/ct-prod-413

GE NIGHTHAWK™ Platinum, your customers will get up to 90% more light on the road compared to GE’s standard halogen headlights.

They’ll see more of the road, and you’ll look great, too.

For more information, visit gelighting.com

*GE NIGHTHAWK™ Platinum halogen lamps produce up to 90% more light in an area illuminated with more than 15,000 candelas in light intensity compared to a standard halogen headlamp bulb. Specific light levels vary by bulb type and headlamp assembly.

GE NIGHTHAWK™ Platinum is a trademark of GE. © 2012 GE

APRIL 2013 CANADIAN TECHNICIAN

33

PRODUCT CENTRAL Torsion key system Tenneco’s Rancho brand of performance suspension and shock absorbers has recently added Rancho torsion key systems for Chevrolet/GMC Silverado/Sierra 1500, 2500HD and 3500HD trucks to its product line. Designed to level the truck’s stance, Rancho torsion key systems are a fast and easy way to add 1 to 2-1/4-inches of lift over stock. The new kits allow the truck owner to clear up to 33'' tires and help compensate in

instances where there is added front-end weight such as snow plows, heavy-duty bumpers or winches. tinyurl.com/ct-prod-384

Super turbo A new DynoMax system for the Charger/300 delivers an increase of 9 horsepower and 9-ft. lbs. of torque over the stock exhaust. Each system includes a pair of stainless steel DynoMax Super Turbo mufflers. Each muffler is constructed with three-pass internal con-

40 YEARS OF MAKING

A DIFFERENCE Station Creek North Course 149 yard par 3

struction and is dyno-proven to flow up to 700 SCFM. Also included in the new DynoMax system is complete 2.5-in. stainless steel piping, routed to match OE piping for easy installation and troublefree performance. tinyurl.com/ct-prod-377

Racing oil Amsoil has expands its Dominator Line of premium racing oils with new SAE 60 synthetic racing oil. Dominator SAE 60 Synthetic Racing Oil is formulated to provide maximum horsepower without sacrificing engine protection. According to Amsoil, the product is heavily fortified with zinc and phosphorus anti-wear additives to provide additional protection against scuffing and wear in severe racing conditions. It is also said to provide outstanding protection in temperature extremes. tinyurl.com/ct-prod-367

Work light Your continued support (surpassing $4M in donations) has had a profound impact on MDC. In honour of our efforts, and yours, MDC has created the Annual Fred Shaddick Community Service Award recognizing outstanding contribution to the community.

40

th

40th Annual SHAD’s R&R Thursday June 13th – 10:00 am Shotgun start Station Creek G&CC – Stouffville, ON

Since 1954, Muscular Dystrophy Canada has been committed to improving the quality of life, mainly through donations, for the tens of thousands of Canadians with neuromuscular disorders and leading research for the discovery of therapies and cures. Shad’s R&R has continually supported these efforts since 1973 by donating over $4M to Muscular Dystrophy Canada. Now entering its’ 40th year, the automotive aftermarket continues to fulfill founder Fred Shaddick’s original mission of “For the Kids”.

Year If you would like to become a sponsor or make a donation to SHAD’s R&R “For the Kids”, please contact one of our board members directly.

Shad’s Board of Directors: John Vanstone, Chairman Luc Champagne Mike Fazackerley Steve Gushie Mike Holland Ray Osika Brad Shaddick Scott Stone Cameron Young

john.vanstone@modernsales.ca luc.champagne@autosphere.ca mike.fazackerley@matthewscott.com steve.gushie@carquest.com holland-m@hotmail.com rosika@gates.com brad.shaddick@federalmogul.com sstone@mevotech.com cameron.young@ca.bosch.com

This ad space generously donated by the publisher.

34

CANADIAN TECHNICIAN APRIL 2013

Larson Electronics’ Magnalight.com has introduced the MUL-154V portable LED automotive work light with included magnetic base and cigarette lighter plug.

Producing 720 lumens and incorporating a rugged handle and magnetic mounting base, this portable unit is said to be ideal for use during automotive repairs at the track or after dark. Extremely durable and available with a choice of spot or flood beam configurations, this unit can be easily attached to vehicles and equipment using the included magnetic base, while a solid plastic handle allows users to also operate this unit as a traditional spotlight. tinyurl.com/ct-prod-366

continued from page 36

filler cap and shone a flashlight inside. “Looks aerated to me.”

“Maybe a loose return line sucking air?”

“Could be.” But closer inspection revealed nothing unusual, so Tooner replaced the pump. He figured anything that noisy had to have a problem.

When the new pump arrived,Tooner was ready. He’d already removed the reservoir from the old pump, and had it cleaned and ready to remount on the new one. It took a while to bleed the air out of the system – Ford recommends keeping 20 inches of vacuum on the reservoir while turning the wheels from lock to lock – but finally the car was ready for a test drive.

As soon as Tooner pulled back into the shop and shut off the engine, the foamy mess reappeared under the car. “What the…!” Tooner stomped over to the rag bin. “I need me a bigger spit-up cloth; this car’s worse than Willis!”

“Maybe a faulty rack and pinion?” I suggested.

Tooner wasn’t so sure. “Take a gander,” he said. He had the cap off the reservoir and the engine running. “Look at all the commotion goin’ on in there. It’s like a miniature whirlpool!”

There certainly was a lot of agitation happening inside the pump.Tooner sighed and went to work. Soon the pump was in pieces on his bench. “It’s like the fluid is under extreme pressure,” I said. “What would cause that?”

He shrugged. “I’m gonna check the forums. Surely someone has run into this before.”

The next thing I knew,Tooner was back at his bench, revving up his die grinder.“Whoa! What are you doing,Toon?!”

He flipped down his face shield. “Cover me; I’m goin’ in.”

Before I could stop him, he’d cut the old reservoir in half.

When the smoke cleared, I found him with his nose stuck inside the housing cavity. “Ha, just as I suspected!” He stood back and pointed. “There’s a micro-screen in here and she’s plugged solid!” A fine black silt was clogging the metal mesh separating the two halves of the plastic reservoir, and it didn’t want to come off easily.Tooner ordered a new reservoir – Ford had an updated version – and after going through the whole air bleeding procedure again, the power steering system worked as good as new.

A few days later,Willis and Sam were back for another visit.

This time, Tooner got him first. “That power steering pump got me wondering,” he said. “Maybe Willis has got himself a restriction somewhere.” He held the toddler out at arm’s length and studied him closely.

Suddenly a loud explosion split the air as Willis’ diaper inflated to twice its size. Seconds later, it deflated, hanging noticeably lower and fuller than before. Tooner stood there frozen as he and Willis stared at each other. Then Willis smiled contentedly.

I reached for a pine-scented air freshener. “Well, Toon, if there was a restriction, it’s certainly gone now.”

Rick Cogbill is a freelance writer and former shop owner in Summerland, B.C. You can read more Car Side adventures in his book “A Fine Day for a Drive” available at www.thecarside.com.

ADVERTISER INDEX AIA Canada.....................................30 www.aiacanada.com 800-808-2920 Arnott Air Suspension......................11 www.arnottindustries.com 1-800-251-8993 Bars Products – Rislone ....................8 www.rislone.ca Blue Streak-Hygrade..........................3 www.bluestreak.ca BMW ..............................................37 Contact Local Retailer Bridgestone Tire................................9 www.bridgestonetire.ca Delphi Products..............................IFC www.delphi.com Federal Mogul – Anco......................14 www.ancowipers.com GE Lighting .....................................33 www.gelighting.com Goodyear ........................................29 www.goodyearep.com 888-275-4397 Mevotech .......................................10 www.mevotech.com 416-783-7800 NAPA ..............................................22 www.napaonlinecanada.com 866-GET-NAPA ®

ProMax Auto Parts Depot.................32 www.autopartsdepot.ca 1-866-573-9889 Snap-On Tools of Canada ...................2 www.snapon.com 1-800-734-2676 Tenneco Automotive ...............6, 7, 31 Monroe - www.monroe.com Tenneco Automotive .......................28 Walker - www.walkerexhaust.com Valvoline .........................................25 www.valvoline.com 1-800-TEAM-VAL Volkswagen Canada ........................17 www.vw.ca Wix Filters.........................................4 www.wixfilters.com WorldPac ........................................38 www.worldpac.ca 800-463-8749 APRIL 2013 CANADIAN TECHNICIAN

35

The Car Side

By Rick Cogbill

A Focus on Fluids Tooner learns that whether it’s a kid or a car, you know there’s a problem when it starts to spew!

“Oochie woochie coochie coo!” I tickled the rosy pink chin in front of me. “Have you got a smile for Uncle Slimmy?”

Six-month-old Willis blew a few bubbles in response, but continued to frown.

“Oochie woochie coochie coo?”

Basil frowned as well. “Is that some obscure African dialect?”

“It’s baby talk. You use it to make babies laugh.”

Samantha came over and picked up her young nephew from the lunchroom table. She was babysitting for her sister, who was on holidays. “Watch yourself, Slim.You’re right in the line of fire.”

Beanie snickered. “Yeah, I’d never seen projectile vomiting until I met Willis.” As Sam’s boyfriend, Beanie had 36

CANADIAN TECHNICIAN APRIL 2013

been to enough family gatherings to see young Will in action.

“Gimme the runt,” said Tooner. “I’ll show ya how to keep a kid happy.” He handed Willis a screwdriver and then draped him over his shoulder. “Works with the grandkids every time,” he added, grimacing as Willis stabbed him gleefully in the back with the pointy tool.

Quigley walked in with a set of keys.

“Hey, are we gonna get any work done today? Sam, visiting hours are over – I’ve got a full parking lot out there.”

Samantha took Willis back, but not before he’d left a drooly deposit down Tooner’s back. I wiped it off with a shop rag. “Better grab a seat cover. That one’s going to leave a stain.”

“Sorry,” said Sam. “He’s been spitting

up a lot right after he eats. It drives my sister crazy!”

Our crotchety tech was surprisingly calm. “I got five grandkids; I’m used to it by now.” Tooner took the keys and headed for the parking lot. His job was a 2007 Ford Focus with a power steering problem.

When I joined him in the shop a few minutes later, Grandpa Toon was watching foamy pink fluid ooze out of the power steering reservoir and drip onto the shop floor. “Kinda reminds me of Willis,” he observed.

I nodded. “What’s the problem?”

Tooner glanced at the work order.

“Says here the power steering pump groans and loses fluid.” He removed the continued on page 35

0SJHJOBM #.8 1BSUT

CNX DB QBSUT

5IF 6MUJNBUF %SJWJOH &YQFSJFODF n

"-.045 "4 (00% *4/ѳ5 (00% &/06() %JE ZPV LOPX 0SJHJOBM #.8 #SBLF %JTDT BSF EFTJHOFE UP NBJOUBJO JUT TIBQF FWFO BU UFNQFSBUVSFT PG VQ UP p$ 1FBDF PG NJOE DPNFT GSPN LOPXJOH ZPV BSF VTJOH UIF QFSGFDU QBSU GPS UIF KPC BMMPXJOH ZPVS DVTUPNFSTѳ #.8 UP DPOUJOVF QFSGPSNJOH MJLF JU XBT EFTJHOFE UP #Z VTJOH 0SJHJOBM #.8 QBSUT ZPV CFOFꗅU GSPN Ѽ #.8ѳT TBNF EBZ EFMJWFSZ Ѽ ZFBS NBOVGBDUVSFSѳT MJNJUFE XBSSBOUZ Ѽ 1BSUT UIBU ꗅU SJHIU UIF ꗅSTU UJNF Ѽ #.8 FOHJOFFSFE UFTUFE BOE BQQSPWFE Ѽ $PNQFUJUJWF QSJDJOH " TBNQMF PG QSPEVDUT ZPV NBZ SFRVJSF JT MJTUFE UP UIF SJHIU 5P TQFDJGZ ZPVS BQQMJDBUJPO SFRVJSFNFOUT BOE QMBDF ZPVS PSEFS QMFBTF WJTJU CNX DB UP MPDBUF B #.8 3FUBJMFS

1&3'&$5 5&".803, 1"35/&34 */ 26"-*5: 03*(*/"- #.8 1"354

.PEFM "QQMJDBCMF ѭ 4FSJFT ѭ 4FSJFT ѭ 4FSJFT ѭ 4FSJFT ѭ 4FSJFT ѭ 4FSJFT ѭ 4FSJFT ѭ 4FSJFT ѭ 9 ѭ 9 ѭ 9 ѭ 9

1SPEVDU /BNF 4QSJOH 4USVU -FGU 'SPOU #SBLF %JTD 'SPOU #SBLF 1BET 'SPOU 8JOETIJFME 8JQFS 4FU 4QSJOH 4USVU -FGU 'SPOU #SBLF %JTD 'SPOU #SBLF 1BET 'SPOU 8JOETIJFME 8JQFS 4FU 4QSJOH 4USVU -FGU 'SPOU #SBLF %JTD 'SPOU #SBLF 1BET 'SPOU 8JOETIJFME 8JQFS 4FU

1SPEVDU /VNCFS

.431

$POUBDU ZPVS MPDBM #.8 3FUBJMFS UP EJTDVTT BOZ BQQMJDBCMF USBEF EJTDPVOUT

i #.8 $BOBEB *OD Ѷ#.8ѷ UIF #.8 MPHP #.8 NPEFM EFTJHOBUJPOT BOE BMM PUIFS #.8 SFMBUFE NBSLT JNBHFT BOE TZNCPMT BSF UIF FYDMVTJWF QSPQFSUJFT BOE PS USBEFNBSLT PG #.8 "( VTFE VOEFS MJDFODF 6OEFS OPSNBM DPOEJUJPOT 3FTUSJDUJPOT BOE DFSUBJO MJNJUBUJPOT BQQMZ (FOFSBM NPEFM HVJEFMJOF DPOUBDU ZPVS #.8 3FUBJMFS GPS FYBDU NPEFM ꠋUNFOU BOE BQQMJDBUJPO BMUFSOBUJWF QBSUT NBZ CF SFRVJSFE .BOVGBDUVSFSѳT 4VHHFTUFE 3FUBJM 1SJDF 3FUBJMFST GSFF UP TFU JOEJWJEVBM QSJDFT 1SJDFT BOE BWBJMBCJMJUZ JT TVCKFDU UP DIBOHF XJUIPVU OPUJDF 5BYFT FYUSB