November/December 2023 Jobber News by Annex Business Media

Serving the Automotive Aftermarket Since 1931

NOVEMBER / DECEMBER 2023

Chieftain Auto Parts 2023 Jobber of the Year

Turnkey Media Solutions Inc. 48 Lumsden Crescent, Whitby, Ontario, Canada L1R 1G5

 DISPELLING DYNAMIC PRICING MYTHS  SUPPLIERS’ UPS AND DOWNS Canada Post Canadian Publications Mail Sales Agreement No. 43734062

Franchise Opportunity available, email Sales@hotspotautoparts.com

Brake Rotors and Drums Brake Pads and Shoes Brake Calipers Hub Bearings CV Axles Chassis Parts Complete Strut Assembly Shock Absorbers Strut mounts Radiators Water Pumps Steering Pumps and Racks and Pinions Steering Gears Starters and Alternators Batteries Oil Pans Fuel Pumps Wiper Blades Ignition Parts and Coils Fuel lines Exhaust Parts, Universal Converter, and Flex Pipes Misc Automotive Parts

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CONTENTS November / December 2023 • Volume 90, No. 1

Features Columns 5

Service Notes

Business Perspective

Learning from each other

5 common dynamic pricing myths

COVER FEATURE

Jobber of the Year

Chieftain Auto Parts in Prince George, B.C., is the winner of the Jobber of the Year Award. Read why they deserved the top honour

14 Departments

24 INDUSTRY ANALYSIS

Supplier viewpoints

There have been ups and downs for suppliers over the years, from talent to supply chain issues. Here’s how some of them are feeling these days.

Letters

News

12, 26

On The Road

By the numbers

Baywatch

Car-toon

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For the latest news on electric vehicles Visit:

www.AutoServiceWorld.com

SERVICE NOTE FOUNDED 1931 Jobber News is Canada’s longest-established publication serving the distribution segment of the Canadian automotive aftermarket. It is specifically directed to warehouse distributors, wholesalers, machine shops, and national accounts.

LEARNING FROM EACH OTHER

Publisher | Peter Bulmer

(585) 653-6768 peter@turnkey.media Managing Editor | Adam Malik

(647) 988-3800 adam@turnkey.media Contributing Writer |

Kumar Saha,

Creative Director | Samantha Jackson Video / Audio Engineer | Ashley Mikalauskas,

Nicholas Paddison Sales | Peter Bulmer, (585) 653-6768 peterb@turnkey.media

Delon Rashid, (416) 459-0063 delon@turnkey.media Circulation | Delon Rashid, (416) 459-0063 delon@turnkey.media Production | Tracy Stone tracy@turnkey.media

Jobber News is published by Turnkey Media Solutions Inc. All rights reserved. Printed in Canada. The contents of this publication may not be reproduced or transmitted in any form, either in part or full, including photocopying and recording, without the written consent of the copyright owner. Nor may any part of this publication be stored in a retrieval system of any nature without prior consent. Canada Post Canadian Publications Mail Sales Product Agreement No. 43734062 “Return Postage Guaranteed” Send change of address notices, undeliverable copies and subscription orders to: Circulation Dept., Jobber News, 48 Lumsden Crescent, Whitby, ON, L1R 1G5 Jobber News Magazine (ISSN#0021-7050) is published six times per year by Turnkey Media Solutions Inc., 48 Lumsden Crescent, Whitby, ON, L1R 1G5 From time to time we make our subscription list available to select companies and organizations whose product or service may interest you. If you do not wish your contact information to be made available, please contact us.

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

48 Lumsden Crescent, Whitby, ON, L1R 1G5

here are a lot of smart, knowledgeable people in the automotive aftermarket. And when you’re looking for that tough-to-find part or need some good insights on how to run your business, these folks usually stand out from the crowd. These are the qualities that exemplify the 2023 Jobber of the Year Award winner, Chieftain Auto Parts. The business is owned by siblings Jayne Kelly and Trevor Heinze. They’re second-generation owners of the store in Prince George, B.C., with Kelly’s son Spencer managing the Hart location and primed to be the third-generation owner of the business. Read all about them in the cover feature of this issue and head to autoserviceworld.com for the expanded feature. What stood out from our chat with the pair was that they had no formal education to work in the automotive aftermarket. They didn’t go to school learning how to be business owners. They learned the tricks of the trade from those already working in it. They worked in every position a jobber has and learned from those already there. That speaks volumes to the quality of people we have in this industry that the pair were able to carry on a successful business and win this award. Their success isn’t an accident. It’s thanks to the many people who have shared their wisdom, their ideas and their way of doing things. This will be especially important in the coming years as the demographics of the aftermarket change. As those with decades of expertise look to exit out of the business, their immense institutional knowledge will also go with them. That knowledge transfer will be essential to making the aftermarket the preferred shopping experience for customers of all stripes. The onus will be on shop owners and jobber operators to ensure that knowledge is preserved as much as possible. As American author Margaret Fuller once said, “If you have knowledge, let others light their candles in it.” Words to heed for the aftermarket, no doubt. On the flip side, there’s a lesson we all can take from the way Kelly and Heinze choose to operate their business: Positive relationships. When picking the Jobber of the Year winner, the committee of industry experts all agreed that it was a pleasure to work with Heinze and Kelly. Having positive relationships around him is something Heinze has made a point of doing throughout his career. He’s seen tense relationships; the types where one side is being hard on the other. But he doesn’t see the point of being adversarial. He doesn’t want someone groaning when they see the name Chieftain before a meeting. “I want guys to come in and say, 'I'm going to see Trevor today!'” Heinze said in our interview. He added that he can refer to his suppliers as great friends. He can pick up the phone and they’d happily answer. “And I take quite pride in that of mutual respect and respect for the suppliers.” So while Heinze and Kelly learned many things from industry pros, that's a nugget we can learn from them.

Adam Malik Managing Editor, Jobber News

Let me know what you think. You can reach me at adam@turnkey.media

ISSN 0021-7050 Online 1923-3477

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What’s on your mind?

LETTERS

We want to hear from you about anything you read in Jobber News magazine. Send your email to adam@turnkey.media

SELLING PARTS IN THE TIME OF INFLATION I understand that no one likes rising prices, but this shouldn’t be our biggest challenge. Our business passes costs along. Now more than ever it is important to maintain our margins – as should have been the case all along. The net revenue increase from the costs going up, while maintaining margins, cushions the blow for other shop expenses growing with inflation. I think it's important to remember, while we see the costs every day, most customers see a total number at the bottom of their invoice. A quick, “Sorry Mr. Jones, but as you can see, the price of your brake job has increased $100 over the last few years, just as everything has skyrocketed.” They instantly know that you are telling it like it is; the entire world is in the same boat. Communication is key. Geoff Walton, Grant Street Garage

WHY YOU NEED TO GET EMOTION OUT OF PRICING All you have to do is go out for dinner to see that people will pay higher prices for things they see value in. Good restaurants are busy, I wonder why. Good food, good service and good friends all make for a good experience that customers will pay for. This can also be achieved in our shops. Nobody should begrudge us making an honest living at what we do. If we undercut our prices, we won’t have the money to pay our staff a decent wage. We owe it to all our staff to be good business operators. We need to create value in our pricing. If customers feel they are being looked after, then they will pay for it.

if not months of time and advice given to them only to quit and move elsewhere even though you have treated them very well, paid them well and guided them as you have mentioned like a win/win situation. So this becomes very problematic that all shop managers/ owners I am sure have experienced. Dave Gilmour, BMC Motorworks

I’ve personally noticed far too many “seasoned” techs are quick to point out all the shortcomings they perceive within this industry and openly question why an apprentice would choose this line of work over another trade. I’m also aware of techs using a similar approach to the one above as a means of vetting an apprentice’s resolve. These practices, regardless of intent, often do more harm than good in acquiring potential talent. The apprentice sees the choice they made as a mistake instead of an opportunity. Many Millennials and Gen Zs are not motivated nor think like the older generations. Their “whats-in-it-for-me” approach is often dismissed, ridiculed or even discriminated against. As a product of the “social revolution,” much of their lives have not been centred around competition, but rather interactions (both positive and negative). Hence the perceived selfish attitude older techs and management find dismissive. Approaching potential young talent requires a different approach. One from a collaborative, supportive and directly interactive perspective. If a business cannot adapt to embrace and work within these attributes (instead of hammering apprentices into what they want), then the industry will continue to scare away potentially reliable, capable and honourable employees.. Stephen Osellame, automotive service technician

Bob Ward, The Auto Guys

DIYERS PREFER DOMESTICS HOW MANUFACTURERS ARE CHANGING THEIR OPERATIONS By doing this these companies will sacrifice supply due to multiple international factors that could affect manufacturing. Unstable foreign governments and no control over shipping may cause disruptions. What ever happened to bringing manufacturing home? Ahmed, reader

The DIY market is drying up with the complexity of newer vehicles. Aftermarket parts suppliers have quite a problem with returns and premature failure of parts when installed by untrained people. As a shop owner, I would prefer to deal exclusively with parts suppliers who only sell to repair shops. We have installed customer-supplied parts in the past and find it interesting to see the inferior quality of some of these parts. We do not offer any warranty on labour on these jobs at all. In the long run, the DIFM market will only increase. Bob Ward, The Auto Guys

HOW TO AVOID SCARING AWAY APPRENTICES

Agree with Bob’s statements. The article is interesting. Could the correlation exist because domestic vehicles are typically cheaper and DIYers are typically cheaper?

Agreed. There are also issues with the apprentice taking in weeks

Chris Dekker, My Garage Auto & Tire

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Scan the QR code for the latest and more in-depth news online. NEWS

AAPEX and SEMA highlights

It was another busy Automotive Aftermarket Industry Week in Las Vegas as both AAPEX and SEMA were packed with aftermarket professionals. Apart from distributors getting the chance to view the latest product announcements from suppliers and service professionals getting a first-hand look at tools, there were plenty of training sessions, ranging from troubleshooting common vehicle issues to running your shop more profitably. There were also discussions on industry trends and changing consumer habits. Click the QR code to head to our central page for highlights and links to our Instagram page for in-the-moment coverage.

BESTBUY NAMES NEW LEADER NICK BRUNET IS THE new president and chief

operating officer of Bestbuy Distributors. Chairman and shareholder Doug Wilson, owner of Fat Guys Auto Parts in Thunder Bay, made the announcement, adding that Brunet will report directly to the board. He will be responsible for Bestbuy’s operations and will be the primary contact between the board and the company’s management team. Brunet will play an instrumental role in helping to establish and lead Bestbuy’s future direction. The company’s organization and reporting structure will remain

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NEWS

the same following Bruney’s appointment. Brunet will be based out of Bestbuy’s Mississauga, Ontario, office. He will take over from interim president Gary Thibault, owner of shareholder The Partsman in Oshawa, who has been filling in since the departure of Bill Hay in May following the distributor’s annual gala dinner and warehouse trade event.

UNI-SELECT ACQUIRES AUTO PARTS CENTRAL AUTO PARTS CENTRAL and Central Canada Industries, both owned by Wayne Maunula with presence in Ontario, Manitoba and Saskatchewan, are now part of the Uni-Select fold. Maunula won the Jobber News Jobber of the Year Award in 2008. The company called the acquisition “a strategic transaction aimed at expanding the company’s footprint” across the three provinces. Central Canada Industries opened its doors 32 years ago. Its core products included hydraulic hose and couplings, lifting and rigging, traction chain, pneumatics, fleet oil and greases. Two years later, it

launched Auto Parts Central in Thunder Bay, Ontario. The jobber has 14 locations stretching from Thunder Bay to Moose Jaw, Saskatchewan. “Our customer relationships are what separates us from competitors,” the company says. “We are a locally operated auto parts distributor that prides itself on the relationships we’ve built with the most trusted automotive service providers and DIY technicians in every city we’re located in.” In winning the Jobber of the Year Award, Maunula said, “I run this a little different from many traditional businesses,” while crediting the hard work of his staff. “Our staff is really the people who make the business work. I have only been in the automotive business for 15 years, and never worked on the counter or as a driver or in sales,” he said in 2008.

AUTO REPAIR MARKET REVERTS TO PREPANDEMIC LEVEL AFTER HITTING A HIGH of nearly $11 billion in 2022, the J.D.

Power 2023 Canada Customer Service Index—Long-Term (CSILT) Study, reported the auto service market declined this year.

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AARO Golf Day

From left, High Fives for Kids chairman Ray Proulx is presented a cheque for $10,000 by AIA Canada Ontario Division board member Andy Murphy More than $10,000 was raised for the High Fives For Kids Foundation during the Automotive Aftermarket Retailers of Ontario’s 2023 Annual Golf Day. Jobbers, shop owners and supplier reps came out to the Lowville Golf Club in Burlington on Sept. 7 for the good cause. Catch the highlights in our Instagram reel.

It now matches pre-pandemic levels at $9.1 billion. Perhaps to be expected as people spent their money closer to home, especially as new and used vehicles became scarce and expensive. The study measures usage and satisfaction of service shops for vehicles that are four to 12 years old. It also found that Canadian customers are paying more for maintenance and repair work than a year ago but not going into their shops as often. What that means is that service visits are down and repair costs are up. The study reported that the average cost per visit at a dealership is $432, up about 10 per cent ($394) from 2022. Meanwhile, the average cost per visit at an independent shop is $262, an increase of $15 (6 per cent) from a year ago. Inflation is having an effect when it comes to automotive service, observed J.D. Ney, automotive practice lead at J.D. Power Canada. “Average spend per service visit is up year over year at both dealerships and aftermarket facilities — yet the number of service visits is down,” he said. “While the pandemic caused a decline in service visits and revenue, the market has rebounded strongly. Now, we’re seeing a return to pre-pandemic levels for service on four- to 12-year-old vehicles.”

TOTALENERGIES SIGNS QUEBEC DISTRIBUTION DEAL TOTALENERGIES MARKETING CANADA INC. inked a commercial partnership with Paquet & Fils for the marketing of

its lubricants for the Quebec market. Paquet & Fils specializes in distributing petroleum products and equipment for Quebec. This move will see TotalEnergies consolidate its distribution network in a strategic area, aiming to offer a better level of service. “We are excited to unveil our long-term partnership with Paquet & Fils. Our natural complementarity and our joint ambitions align perfectly with our desire for growth, highlighting our vast selection of solutions in the field of lubricants. This collaboration will make it possible to broaden access to our specialized products approved by the main European manufacturers, as well as to our range of organic products and fats, in order to make them accessible to the greatest number of customers” declares Olivier Gauthier, President of TotalEnergies Marketing Canada Inc.

SALES FACING SUPPLY CHALLENGES JOBBERS ARE STRUGGLING to keep up with shop demands, even as they report increased sales and expect numbers to continue trending upwards. Parts supply is an issue facing most shops as they face delays in getting what they need from their jobber. The situation has improved, noted DesRosiers Automotive Consultants, which reported that more than two-thirds (67.3 per cent) of Automotive

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NEWS

Aftermarket Retailers of Ontario members cited sourcing issues from jobbers. Even more (84.6 per cent) said they were having trouble sourcing parts from new vehicle dealers. These are still “obviously troubling,” DesRosiers noted but an improvement from earlier this year. When polling AARO members earlier this year, 88.7 per cent reported issues from jobbers and 94.3 per cent had sourcing troubles from new car dealers. Parts prices have also gone up, no matter from whom they’re being sourced. The bulk (55.8 per cent) of AARO members reported jobber prices up 6-10 per cent in the first half of this year — with another 32.7 per cent saying they’ve seen prices up more than 11 per cent. When turning to dealers, fewer than half (48.1 per cent) said they’re seeing a 6-10 per cent increase while 38.5 per cent reported 11-plus per cent increases. That said, sales are significantly up for shops. While 13.6 per cent said they’ve seen no change, 40.7 per cent said sales are up 1-10 per cent and another 35.6 per cent are seeing sales up more than 11 per cent. Compared to pre-pandemic times, 71.2 per cent are seeing more sales. At the start of the year, about 52 per cent said their sales were up from before the pandmic started.

And the vast majority expect sales growth to carry through as 53.5 per cent see a sales increase of up to 10 per cent in 2023 compared to the year before — 29.3 expect sales to be up at least 11 per cent from 2022.

TECH SHORTAGE COMES WITH HEAVY COST ACCORDING TO A NEW STUDY, the ongoing automotive

technician shortage is costing Ontario dealerships around a half million dollars a year per missing tech. A study from business advisory firm MNP about the skilled labour shortage of technicians conducted for the Motor Vehicle Retailers of Ontario (MVRO), with support from the Canadian Automobile Dealers Association (CADA), reported that there were 3,000 vacancies as of Q1 2023. Depending on labour rate, the estimated annual revenue loss of one technician vacancy for a dealership is between $429,600 and $644,440 per year. Not just an Ontario problem but a Canada-wide one is the aging

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NAMES IN THE NEWS

labour force of the automotive trade with a declining number of people entering apprenticeships. “As a result, the number of people in the automotive trades labour force is declining and vacancies are increasing,” the report said. Employers are training apprentices and recognize the need to attract youth to the industry, the report observed, but acknowledged that it takes time to train technicians. There is concern that there are not enough apprentices to fill current and future labour needs.

INDUSTRY EMPLOYMENT REMAINS STRONG THE PICTURE HAS BRIGHTENED around aftermarket employment, according to DesRosiers Automotive Consultants. The group reported that both automotive parts and accessories stores and automotive maintenance and repair are above pre-pandemic employment levels. “The automotive aftermarket continued to prove its strength,” DesRosiers said in a recent analysis. Parts and accessories store employment was up 9.6 per cent in June compared to the same time last year. Repair and maintenance saw a 5.7 per cent increase over the same time. Both are now above pre-pandemic levels.

TecAlliance announced Peter van der Galiën will take over as chief executive officer from Jürgen Buchert, who is retiring at the end of this year

Dirk

Damaschke and Marc Siemssen will lead Mayle AG’s executive board. Karl J. Gaertner is stepping down after 28 years at the helm.

Patrick Smith joined the KYB Aftermarket team as its

new business operations manager, overseeing sales and distribution center administrative functions.

The Aftermarket Auto Parts Alliance has promoted Justin Hebert to vice president of category management. He has been with the company for 1- years.

High Fives gets boost

From left, Nelson Estrela, Sean Seepersad, Stephen Azzopardi, Ana Tavares, Mauro Cifelli, Raymond Proulx, Steve Bujold, Jeff Cunningham, Jean-François Champagne, Tony Del Vasto, Colin McFarlane, Daniel Malandruccolo (missing: Julie Paquette) Vast-Auto Distribution Ontario hit the links for a day of golf on Aug. 24 and raised $5,000 for the High Fives for Kids Foundation. Held at Nobleton Lakes Golf Club in Nobleton, 120 golfers took part in the event. w w w. a u t o s e r v i c e w o r l d . c o m

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Onthe Road Bestbuy Buy & Sell September 17-20, 2023 Nashville, Tennessee

See the event reel on Instagram

Shareholder members, company leaders, vendors and guests made up the more than 200 attendees of the Bestbuy Distributors Buy & Sell event in Nashville in September. After a welcome reception, the group split up the next day to either go golfing for the annual SickKids Golf Tournament, take in a Murals & Mimosas Day Tour or head out for a BBQ & Bourbon Tour. The next day was set aside for meetings between shareholders and vendors. Once done, the group outing was held at Jason Aldean’s Kitchen & Rooftop Bar on the Honky Tonk Highway on Broadview. The event wrapped up after another full day of meetings.

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By The Numbers $9.1 BILLION The value of the automotive service market dropped from a high of $10.9 billion in 2022 to back in line with pre-pandemic figures in 2023. J.D. Power

Stats that put the North American automotive aftermarket into perspective

18% 26.46% Fewer Baby Boomers are willing to undertake minor car repairs than younger generations. More than a quarter of Millennials and 23% of Gen Zers said they would.

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

eBay

DataFeedWatch

67% Many EV drivers still have a gas-powered vehicle in their driveways. They are more likely to use it for longer journeys. Canadian Automobile Association

28% Fewer Canadians will buy a new car in the next 12 months compared to 47 per cent who are unlikely to do so.

$66,288

Canadian Black Book

A new vehicle in Canada cost 21.3 per cent more in June 2023 compared to 2022. Even as prices rise, dealers are seeing “robust consumer demand.”

$39,934 A U.S. shop owner’s total fine after paying out a former employee’s final payment in oily pennies with an expletive note attached. He has been ordered to repay the employee and other ex-staffers.

AutoTrader

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BUSINESS PERSPECTIVE

COMMON DYNAMIC PRICING MYTHS By Kumar Saha

Emerging trend is often misunderstood and ignored by the automotive aftermarket

hanks to airline tickets and Taylor Swift, everyone is familiar with dynamic pricing these days. But the actual concept — even among pricing professionals in certain sectors — is not clearly understood. In automotive, it is often misunderstood. Dynamic pricing is simply a flexible pricing strategy, often executed in real-time, driven by the variability of influencing factors such as competition, market conditions, demand, and other factors. The goal is to optimize revenue and profit for every scenario. Each input needs to be balanced against the other to achieve the desired optimization — the emphasis is on the optimization, not the influencing factors. But the misalignment stems from focusing on the factors,

The goal is to optimize revenue and profit for every scenario. Each input needs to be balanced against the other to achieve the desired optimization — the emphasis is on the optimization, not the influencing factors.

either in combinations or worse, individually. For example, if you simply move prices up or down on snow tires because a blizzard is expected in three days, you are ignoring the fact that the competition may be doing the same thing. In that case, do you end up losing revenue? In aftersales, I see instances of such misplaced ideas about dynamic pricing all the time. Often a company may have toyed with it, without the right approach or tools, and got burned in the process. Others simply stayed away. Such misguided attempts often take a life of their own, creating hushed myths around dynamic approaches in product and price management teams. Below are some of the common ones I come across.

Myth 1: Dynamic pricing won’t work in aftersales

Dynamic pricing in its current form precludes digitization, and automotive part sales has one of the lowest penetration rates in e-commerce. Hence, the logical conclusion is this pricing strategy is not suited for the aftermarket. First, the majority of DIY sales — about 25 per cent of all part revenue — in the U.S. have already shifted online. Yes, it is only a quarter of overall transaction value but that still equals about $40 billion, according to Auto Care Association data. Moreover, that number is growing at a faster rate than physical sales. Second, dynamic pricing does not simply mean by-the-second changes. That may be the floor for Amazon or Air Canada, but “realtime” is different for each industry. Changes could be daily, weekly or monthly, as long they are effectively responding to the business conditions of that period. Major North American part retailers are already using dynamic pricing, by and large successfully. Some OEMs have started to roll out the strategy for collision parts, and it is working well for them.

Myth 2: Dynamic pricing equals price gouging

Customer “exploitation” may be the most contested — and equally misunderstood — aspect of dynamic pricing. While it is hard to defend $4,000 concert tickets, in most scenarios dynamic pricing can benefit both customer and company. For instance, airline tickets are cheaper at certain times of day, week or month, or by stopover layers. There are plenty of YouTube tutorials on how to get the best pricing on e-commerce sites, many of which use some form of dynamic pricing. For the company, an effective dynamic strategy is simply getting the right price position balanced between supply and demand. Yes, it does push the limits of what the customer is willing to pay for a product, but the opposite holds true as well if done correctly.

Myth 3: Dynamic pricing does not fit with B2B sales

Commercial sales drive the majority of part sales in automotive, and most of these sales are made to independent repair shops and fleets. Many of these transactions happened over the phone even a few years ago but the shift to digital purchases is happening fast. No surprise that big parts retailers have been heavily spending on improving their B2B e-commerce tools. These platforms can easily facilitate the use of dynamic pricing.

Do repair shops order parts more often during certain times of the day or week? Are technicians willing to pay more for high-volume time periods? Can you entice them with better prices during lowtraffic periods? The conditions driving dynamic pricing in B2B are limitless. Once these business factors — along with other variables — are effectively captured via these platforms, dynamic pricing can be actioned for business customers.

Myth 4: I am a supplier or OEM. Dynamic pricing does not matter to me No matter how many times I hear this one, it still surprises me. It’s true that in the North American market, suppliers do not set end-customer prices. Retailers and warehouse distributors price out to vehicle owners and shops. Automakers do provide MSRPs, but dealers are largely free to sell a part at any price. But, if part sellers across the channel are adopting some form of dynamic pricing — which they are slowly but surely — then the end pricing reflects back on the supplier or OEM brand. Are these prices exceeding or falling below certain thresholds? How would that impact sales? Should there be minimum advertised pricing (MAP) thresholds in place where suppliers and OEMs have input? Industry stakeholders higher up the value chain need to work closely with their seller partners to ensure that their brand value and price positioning are being maintained through dynamic pricing strategies.

Myth 5: There is no ROI in dynamic pricing

This is the trickiest to disprove. Companies often fail at dynamic pricing while burning through investment — this is true. They spend a lot of money on software and processes, but the promised benefits do not materialize. Poor implementation is often to blame. Sometimes, these strategies are often thrust upon pricing departments without proper context or conviction. Some teams can be resistant to the strategy itself because of the above misconceptions. But often I find companies attempt dynamic pricing — or some version of it — without proper data. Dynamic pricing is as good as the inputs, and any attempt at the strategy without actionable, high-frequency and relevant data is a guaranteed ROI killer. Many companies in aftersales rely heavily on internal data and simply extrapolate those numbers to generate industry guesstimates. Many think that price crawlers — the use of automated data extraction to match market pricing — alone can power dynamic pricing. If aftersales stakeholders want to maximize ROI in dynamic pricing, they must up their data game. They must create internal processes to create, consume and digest data. Kumar Saha Kumar Saha is Vice President (U.S.)/managing director (Canada) of global automotive data firm Eucon. He has been advising the North American automotive industry for over a decade and is a frequent conference speaker and media commentator. He is based out of Toronto.

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JOBBER OF THE YEAR

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Want more insights? Scan the QR code to listen to the Jobber News Magazine Enhanced Media segment.

IT’S ALWAYS ABOUT

THE PEOPLE Chieftain Auto Parts' owners give full credit to the people around them for its 2023 Jobber of the Year Award // By Adam Malik

riter Helen Keller once said, “Alone we can do so little; together we can do so much.” It would seem Trevor Heinze and Jayne Kelly have taken those words to heart. To them, the owners of Chieftain Auto Parts in Prince George, British Columbia, the focus on people — those around you who support your day-to-day operations, the customers who range from professionals to do-it-yourselfers and the vendors who help keep the business stocked for those customers — is what has made their business a success. They could have done it alone, figured they knew all the answers and been cutthroat in their operations. But the brother-and-sister team chose a different route. It's one that has taken them to the path of joining the illustrious ranks as the 2023 Jobber of the Year. First and foremost, it was the people around them who helped them learn the ropes of the automotive aftermarket and selling parts. “You always learn from other people that are doing things very well,” Kelly explained. “They've got a lot of tips and information that if you're open-minded enough to listen to it, it's kind of on-hand learning all the time.” The pair were born into the aftermarket. Mom, Eileen, was doing the books and accounting for her brother-in-law. Dad, Peter, worked at a couple of dealerships. With no others around, the two saw a need for a parts store in town. In 1973, Chieftain opened its doors. The kids didn’t have much of an option regarding their futures. They knew the parts business was always going to be where they spent their lives. “I don’t think we had too much choice,” Heinze laughed. w w w. a u t o s e r v i c e w o r l d . c o m

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It's All About Opportunity

CONGRATULATIONS TO EVERYONE AT

CHIEFTAIN

FOR BEING NAMED

JOBBER OF THE YEAR! We’re proud to have been working with Chie�ain Auto Parts for 28 years. Here’s to con�nued success in 2024 and beyond!

A Canadian co-opera�ve with members across the country and vendors from around the globe, Modern Sales provides its members with a diverse range of products and oﬀers its vendors opportuni�es not available elsewhere in Canada.

www.modernsales.ca

“We all worked after school and on weekends as kids and then came into the business full-time once we graduated,” Kelly recalled. “We've done everything from the bottom, entry-level job right up to where we are today.” All their education in the industry happened on the store floor. “There's never been any formal training for us,” Kelly explained. “It's always been learning from others that have either had the training or you're learning together.” As a member of Modern Sales Co-op, Heinze served eight years on the buying group’s board. More learning opportunities came forward. “It's made a huge difference in what we've been able to accomplish here,” Heinze said, recalling his time on the Modern Sales board. “That was a big turnaround in my attitude toward business and such. With all those peers, I must say, I was probably one of the younger guys on the board of directors at that time. And the amount I learned on the board was just phenomenal. It really changed my attitude toward business.”

The transition

Opened in 1973 with just four employees, Chieftain now has two locations — one in Price George and the other in nearby Hart — with 38 employees. Kelly and Heinze have been involved for as long as they can remember. The plan always was to pass the business on to the kids. “I took over the finance part of the company,” Kelly said, following in her mother’s footsteps. “We've all done the delivery, driving and the warehouse work. But I followed my mom through the finance part of it. The majority of my learning has been

through her. And once I got into the meat of it, it was kind of like, ‘This is my forte.’” As business technology advanced, the transition became easier. Though mom seemed to have an easier time slowing down her involvement in the business, dad had a little more trouble, the kids said. In the mid-1980s, the store installed its first computer system. Heinze vividly remembers the Modern Sales binder being dropped on the desk and himself taking on more responsibilities. “Dad was old school and I think the computer age helped push him out of the office,” Heinze said. Their father would try to veer back into the “old school” ways. But there’s no stopping the future. However, their dad’s traditional ways actually ended up being a complementary piece to Heinze’s future-oriented skills. Dad would have a vision for how to run the business and Trevor would be the one to implement it with a forward-looking twist. The pair took over in 1998. And it’s the people that have kept both around in the aftermarket. “The customers, the suppliers, the employees — we are people persons. We have a lot of fun here. It's very open,” Heinze said. “We can go talk to right from the delivery drivers to the senior counter guy. We're very involved as far as with the people, and we have a great time here. It's all about fun for us.”

The team

As mentioned, Kelly and Heinze wouldn’t be where they are without the people who show up day after day in the warehouse, on the counter or doing deliveries. They have employees who have been around for more than 30 years — one for more than 40.

CONGRATULATIONS Chieftain Auto Parts

Jobber of the Year 2023.

Fosrting Supply Award Ad.indd 1

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The Chieftain Auto Parts team at the Prince George, B.C., location with the Jobber of the Year Award certificate.

CONGRATULATIONS! Prince George B.C.

JOBBER OF THE YEAR! 2023 Recognizing Chieftains exceptional commitment and dedication to their customers. Providing outstanding service and reliable product to the community of Prince George since 1973! PICO is a Proud partner of Chieftan Auto Parts, We are thrilled to congratulate them on recieving

Jobber of the Year 2023!

With over 50 years of experiance, from coast to coast, PICO offers Canadians the largest market segment coverage of top quality wire, terminal and electrical accessorites. www.picocanada.com

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“So it becomes more like a whole family rather than employees and owners,” Kelly said. “And we all work together.” Most staff are cross-trained. One might be driving the delivery car today and pulling orders tomorrow. “And they have no problem doing that because they all understand that if any one position doesn't get their job done, it affects everybody's positions,” Kelly said. “So to all work together. It just makes it smoother.” They pulled out a newspaper clipping from 2007 and almost 10 of the people in the group photo are still with Chieftain. The piece celebrated the store’s 24 years in business and its people, pride and growth. They also do what they can to take care of their people. Staff can take advantage of a benefits package and savings plan opportunities. The pair hosts an annual golf day just for employees and their spouses. “We don't open that to our suppliers or customers,” Kelly said. “Because we look at it as it's 'our day' and nobody's talking shop. Everybody's just having a really good time.” Kelly’s son Spencer has found himself in the family business. As the third generation, he manages the Hart location.

Staff challenges

Of course, Chieftain isn’t immune from the challenges facing businesses across the country when it comes to talent. Especially since the COVID-19 pandemic struck, Kelly noted how hard it’s been to find staff for the stores especially as some of their tenured pros approach retirement age.

“Trying to hire new people and get them trained and up to par so that others can retire, it's been a challenge for sure,” Kelly said. Parts proliferation also makes it harder for a new person to get up to speed on all the offerings available. “It's very hard to get someone to want to learn all about that, as far as the nuts and the bolts and the parts and the different vehicles — and so much stuff that we offer from hardware to chain and rigging and that type of stuff. How do you get one person to learn all of that?” Heinze observed. “Finding good counter people is a challenge right now.”

Standing out from the crowd

With competition in the area higher these days than when their parents opened the doors, Chieftain emphasizes distinguishing itself from the crowd. Kelly read from the aforementioned news article because their attitude then is the same as it is today: “Over the years, the name Chieftain Auto Parts has become synonymous with quality service, knowledgeable staff and an uncanny ability of being able to find and almost always have in stock, just about any part you may need for your vehicle,” it said. “And that really hasn't changed in all of our years,” Kelly noted. The advantage of being independent is that the store can source from any warehouse nearby. If the customer needs a part, Chieftain will get it. “We try very, very hard to not say no to our customers. We outsource, we dig. And then of course, some of our parts guys have been with us 30-plus years — that's knowledge

CONGRATULATIONS TO CHIEFTAIN AUTO PARTS 2023 JOBBER OF THE YEAR!

WWW.CDNRG.COM w w w. a u t o s e r v i c e w o r l d . c o m

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you can't buy,” he said.

Community involvement

The folks at Chieftain take great pride in their extensive community involvement. The list of work feels seemingly endless. There’s the local hospice house they donate to, as well as the Spirit of the North Healthcare Foundation. The company prepares food hampers for Christmas. They support the local 4-H club, too. They sponsor a classroom at the College of New Caledonia where they supply computers and software to help students learn. There’s also sponsorship of the Prince George Cougars of the WHL and two motorsports racetracks. Then there are local community events like golf tournaments and fishing derbies, as well as working with the Chamber of Commerce. “We try to do a lot with a lot of different things rather than just automotive,” Kelly said. “The whole community, it's a smaller town up here. So it has a mentality of looking after each other.”

Advice

A question asked of every Jobber of the Year winner is what advice they would give to their

From left, Spencer Kelly, Vogl, Autumn Frederick and Chris Lundblom at Chieftain's Hart location

peers. Their answer, given their mantra, is probably unsurprising. “Your people are the most important part. Look after them,” Heinze said. “Without our staff members, without our family, we can't do any of it. So it's really having a lot of respect and looking after each other, not just as employees and owners, but respect for your employees and for your customers,” Kelly said. “It's humbling because we need them as much as they need us. And in fact, we probably need them more. And when you look after each other, it does come back around.” Heinze long ago decided he didn’t want to be an unfriendly face with his suppliers. He’s seen some be hard on suppliers and give them a difficult time. He wanted to take a different route. “I don't want that guy to be coming in the office going, 'Oh, gosh, here's Chieftain.' I want guys to come in and say, 'I'm going to see Trevor today!'” he said. “My suppliers are all great friends; I can call any of them and they'd all be happy to hear from me. And I take quite pride in that of mutual respect and respect for the suppliers.”

We Congratulate Chieftain Auto Parts On Being Named Jobber of the Year.

NOVEMBER / DECEMBER 2023

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CHIEFTAIN AUTO PARTS

FOR BEING NAMED

JOBBER OF THE YEAR!

w w w. a u t o s e r v i c e w o r l d . c o m

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INDUSTRY ANALYSIS

Supplier viewpoints We asked how some suppliers are faring as we close out the year By Adam Malik

here have been ups and downs across the automotive aftermarket over the last year and suppliers have not been exempt. Though supply issues are easing, it hasn’t been easy. Disruptions continue to pop up. The state of the economy is having an impact on suppliers. But there are positive signs. Consumers are maintaining their older vehicles longer. That feeds the bottom line of the industry. Nevertheless, there are things that Matt Otten, senior marketing specialist with Niterra Canada Ltd., which distributes the NGK Spark Plugs brand, is keeping an eye on. He noted there are certainly headwinds but the company is cautiously optimistic about the future. There are strong indicators and market conditions look good for success going forward, observed Ian Hutchison, marketing manager at Wakefield Canada, which distributes the Castrol brand in Canada. “With strong used car sales and the average age of the car parc at what is believed to now be more than 10 years, conditions are good to see strong activity at ASPs and throughout the aftermarket,” he told Jobber News. Indeed, the fact that consumers are hanging on to their older vehicles for longer has created a strong foundation for aftermarket sales. “Generally speaking, with the high price of new vehicles, we find that people are keeping vehicles longer, and subsequently investing in vehicle maintenance,” Otten said. This has helped the aftermarket see strong sales. “However, ASPs 24

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are hearing consumers are looking for ways to save money as they cope with inflation and high interest rates,” Hutchison noted.

Economy

The state of the economy has been top of mind for consumers and suppliers alike. The interest rate in Canada is 5 per cent, unchanged since July. Banks have set their prime rate to 7.2 per cent. In other words, borrowing costs are high. “Consumers are looking for ways to save money as they cope with inflation and high interest rates,” Hutchison said. Otten agreed, noting that there has certainly been an impact felt. “With the higher cost of living and high interest rates, people are feeling the squeeze when it comes to discretionary spending,” he told Jobber News. “While our automotive business is strong, we are seeing a dip in our recreational business. People are deferring maintenance on their boats and ATVs.”

Supply chain

The supply chain has been an issue over the last few years as disruptions have been a constant. From the pandemic to this year’s port strike in British Columbia, aftermarket companies have had to stay on their toes. “[It] comes down to forecasting, understanding our customers' needs and requirements so we can account for any variances or disruptions in the supply chain,” Otten said. For Wakefield, while the vast majority of its Castrol lubricants are manufactured in Canada, raw materials shortages have been its primary issue.

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Consumers are looking for ways to save money as they cope with inflation and high interest rates “By supporting local Canadian manufacturing and working very closely with raw material supplier partners, Wakefield has been able to maintain a largely uninterrupted supply of product through the pandemic and current supply chain challenges,” Hutchison explained. “We are keeping a close eye on customer supply levels,” Otten said. “Inventories ran higher towards the end of the pandemic, so we are due for some sort of correction, especially when combined with some macroeconomic contraction.”

“It is important to realize, though, that for an ASP to be successful, the supplier and the distribution partner should work together to deliver integrated value,” Hutchison said. “We work on achieving alignment with our WDs so that we are working together towards our shared goals,” Otten added. How are they doing that? Hutchison pointed to Wakefield’s launch of the ASP-focused program, Castrol Partner For Life. “The program offers exclusive support for ASPs looking for business partners to help with advertising, consumer loyalty, exterior signage and premium synthetic motor oil pricing, encouraging ASPs to get that value through their jobber partners,” he explained. For Niterra, it’s all about training. “The level of field support and training we offer via our national sales team sets us apart from most suppliers in the industry,” Otten said. “We have truly coast-to-coast-to-coast support for our customers.”

‘More than a supplier’

Given the challenges in the aftermarket, automotive service providers and distributors want to have more than the traditional relationship. “With labour challenges and having to manage supply chain interruptions, many ASPs and jobbers are looking for more than a supplier — they are looking for a local Canadian business partner,” Hutchison observed. He noted how Wakefield is providing uninterrupted supply, wireless remote bulk tank monitoring to prevent run-outs, local market social-media advertising, exterior signage and loyalty tools to drive traffic back to ASP locations. “From the ASP to jobber to the WD, Wakefield sees the opportunity to earn business by proving value as a partner, not just a supplier,” he added. At Niterra, they’re looking to expand their scope into other product lines to further benefit customers. “We have a few lines of complimentary ignition and sensor products that we are excited about growing,” Otten said. “Also, when our customers consolidate their product lines offered, that tends to benefit us.” Specifically with distributors and jobbers, suppliers see them as key partners in the delivery of a quality, profitable product.

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Onthe Road MEMA Aftermarket Suppliers Aftermarket Technology Conference October 9-12, 2023 Atlanta, Georgia

See the event reel on Instagram

GPC’s global headquarters in Atlanta played host for the MEMA Aftermarket Suppliers Aftermarket Technology Conference. Whether it was business technology, vehicle technology or industry technology it was all discussed here. From artificial intelligence to electric vehicles to ADAS, presenters and panels hit all the hot buttons of the industry. The event kicked off with a networking reception at Punchbowl Social. Demos and sponsors hosted exhibits for attendees to learn more. The event wrapped up with a banquet dinner that once again featured the Toonie Game with funds raised going to the Automotive Aftermarket Charitable Foundation.

Will Stengel, president, Genuine Parts Company

Chris Gardner, MEMA Aftermarket Suppliers, and Susan Starnes, VP of emerging markets at GPC

Eric Lough, All Start Auto Parts, Will Stone, Classy Llama, and Johannes Crepon, PDM Automotive

Neury Freitas, partner, Roland Berger

Frank Terlep, vice president ADAS solutions, OPUS IVS

NOVEMBER / DECEMBER 2023

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BAYWATCH HALF-INCH DRILL

Milwaukee Tool has released its next generation of M18 Compact Brushless tools with the introduction of M18 Compact Brushless half-inch drills. The compact and hammer drills are designed for the needs and applications of the service trades. They provide more capability and faster applications while measuring more than three-quarters of an inch shorter compared to previous generations to improve access in tight applications and reduce user fatigue. The drills continue to feature metal chucks and gearcases to deliver professional durability on the jobsite.

2.1 inches in width. Its all-metal gear case and premium components deliver jobsite durability. For professionals that prefer multiple modes to adjust RPM, the impact driver is also available in a 3-speed version to provide improved control in application. www.milwaukeetool.ca

PRODUCT PARTNERSHIP

Bumper to Bumper stores across Canada are now carrying Brembo braking solutions for premium European, Asian and domestic internal combustion engine and electric vehicles. A fullfledged portfolio with state-of-the-art design

and technology will be offered to ASPs and retail customers with stores distributing more than 1,200 units of Brembo’s products. Products available include the Brembo Prime line of UV-coated brake discs and low-met and NAO ceramic brake pads, Brembo Xtra, special drilled rotors and Brembo Beyond, a complete braking kit designed for electric vehicles. www.brembo.com

www.milwaukeetool.ca

INTRODUCING -881 PRO PROFESSIONAL MOBILE 3D WHEEL ALIGNER • WORkS ON 2 POST LIFTS IGNITION COILS

There are 161 new ignition coil part numbers now available from Niterra Canada, formerly NGK Spark Plugs Canada. The new part numbers, sold under the company’s NGK brand, add coverage for more than eight million domestic, European, and Asian vehicles in operation. Total vehicle coverage now reaches more than 21 million vehicles across the ignition coil program. www.ngksparkplugs.ca

Latest technology capabilities of monitoring and adjusting wheel measurements while vehicle jacked on 2 post lift.

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IMPACT DRIVER

The M18 Compact Brushless quarter-inch Hex Impact Driver has been introduced by Milwaukee Tool as part of its next generation of M18 Compact Brushless tools. Designed for the service trades, the lightweight impact driver measures 4.4 inches in length and

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sales@launchtechusa.com

NOVEMBER / DECEMBER 2023

BAYWATCH MULTI-CLEANER

Mueller-Kueps’ new MultiCleaner is meant to easily clean brakes, exhaust and more. It comes with replaceable heads so users don’t need to buy multiple tools. The tool comes with two different-sized attachments: 40 mm and 50 mm. The abrasive reduces the time spent cleaning, quickly removing rust, corrosion and dirt without excessive material removal. The heads are in a trapezoidal shape for multiple cleaning options, either by the angled sides or the flat top. The 2-component handle provides added comfort. www.mueller-kueps.com

TAPS AND DIES

Milwaukee Tool has added 125 new threading solutions for automotive technicians with new taps and dies. The new taps and dies have three premium features: Black oxide coating to fight against corrosion, clear markings for quick and easy size identification and precision machined threads for precise threading. The Milwaukee Hex-LOK 2-in-1 handle provides leverage, control

and smooth operation. The handle combines the ability to thread with one-inch hex dies, as well as taps up to half-inch when paired with the Milwaukee tap collet. www.milwaukeetool.ca

DIAGNOSTIC TOOLS

Innova Electronics Corporation has launched its OE-level professional Smart Diagnostic System (SDS) Tablets and RepairSolutionsPRO app. The smart tablet tools and app provide pro-level features and functions that maximize the diagnostic process, save automotive technicians time and improve shops-customer communication. The line features three professional tablet tools. Each tablet works on all 1996 to current model vehicles, including battery electric vehicles hybrids and plug-in hybrids. Once connected to a vehicle, the tablets auto decode the VIN and offer OBD2 and OEM diagnostic pathways. www.innova.com

COILOVER SUSPENSION KITS

KW automotive has introduced the KW V5 Clubsport coilover suspension kit for the current generation of BMW M4, BMW M4 Competition, and

Quartz Ineo Xtra,

Engineered for European vehicles Quartz Ineo Xtra engine oil with Eco-Science technology. EC

It ensures outstanding wear protection, strong durability and exceptional fuel economy performance whilst maintaining efficiency of emission systems in latest diesel and petrol engines of European vehicles requiring SAE 0W-20 viscosity grade.

O• S C I E N C E

NOLOG

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28 N O V E M B E R / DE C E M B E R 2 0 2 3 EN_TEMCA_Ad CARS v1 06072023.indd 1

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TECHNIQUE

2023-08-04 09:08:36

BAYWATCH BMW M4 CSL (G82). The kit features a special 40-millimeter damper cartridge. This cartridge is housed in MacPherson front axle struts. On top, the four-way adjustable KW V5 Clubsport coilover suspension features aluminum top mounts for both axles. The kit is available for all BMW M4 Coupé, BMW M4, and BMW M4 CSL models.

FIRST HALF RELEASES

www.kwsuspensions.net

www.plews-edelmann.com

Plews & Edelmann has expanded coverage in both the Edelmann and Edelmann Elite line of products. The new releases include: 10 power steering hoses with applications from BMW, Dodge, Ford and GM, including 7 exclusive SKUs and four fleet applications; 13 power steering coolers, increasing coverage to 95% of vehicles in operation; and 43 power steering hard parts have been added to the Edelmann Elite line of NEW racks, pumps, and gears.

ADVERTISER INDEX

Q2 RELEASES

Robert Bosch announced it has added 102 automotive aftermarket parts to its portfolio in the second quarter of 2023, covering nearly 24 million vehicles in operation across North America. The new products include 22 braking parts, 42 fuel and water pumps, 25 rotating machines, one ignition coils and 12 sensors and cover Domestic, European and Asian passenger and commercial vehicles and are designed to support the whole shop. www.BoschAutoParts.com

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Baldwin Filters www.baldwinfilters.com. . .......................... 19

Canadian Energy www.CDNRG.com.............................. ..... 21 CAS https://canadaautosolutions.com................. 31 Continental www.continental-industry.com.................. 22 CRP - Pentosin www.crpautomotive.com.. .................... ..... 19 Dorman www.dormanproducts.com/tour.............. ... 25 DriV www.driv.com/...................................... 23 EV World www.turnkey.media/evwsubscribe.......... ..... 21 HotSpot www.hotspotautoparts.com..................... 32 Launch Tech USA www.launchtechusa.com..................... .... 27 Modern Sales Co-Op www.modernsales.ca.. ............................. 18 Pico www.picocanada.com......................... .... 20 NGK Spark Plugs ngksparkplugs.ca. . ................................ 32

FORCED AIR HEATERS

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Schaeffler www.aftermarket.schaeffler.us.............. ..... 10

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Total Energies totalenergies.ca................................... 28 Uline www.uline.ca................................... .... 29

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CAR-TOONS

BAYWATCH FUEL INJECTOR PULLER KITS

TIRE INFLATOR GAUGE

Continental has released the ClearContact Premium Beam Wiper Blades with a blade composition that resists UV light and harsh environmental conditions to remain flexible and provide exceptionally long service life. The synthetic rubber formula delivers all-weather performance, even at high speeds and extreme temperatures. The wiper blades are available for front and rear applications and are designed to be year/make/model-specific, so no adapters are needed. Front wiper coverage includes 14 part numbers with sizes from 15-28 inches, while rear wiper coverage consists of 19 part numbers available in 10-16-inch sizes.

K-Tool International now offers a backlit tire inflator gauge for automotive professionals. The tool (KTIXD89050) features an easyto-read orange backlit display and has a needle that’s easy to see in light or dark conditions. The dualfoot inflator chuck is designed to fill standard or dual wheel valves with ease. The polymer-coated braided hose will not kink and can withstand the daily abuse delivered by technicians.

www.clearcontact.com

www.toolweb.com/brands/k-tool-international.html

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PLUGS AND COILS GO TOGETHER LIKE EMPTY PARKING LOTS AND BURNOUTS.

Some things are just better together. Replacing the ignition coils when you change your spark plugs will help boost performance and efficiency — so you will always get the most out of your engine. NGK now carries a full line of ignition coils to cover most applications. Visit www.ngksparkparkplugs.ca to learn more.