Jobber News October 2010 by Annex Business Media

Jobber News Collision Industry Training

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Ontario Jobber Celebrates 25 Years

MAGAZINE

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Brandon Jobber’s First Trade Show

OCTOBER

2010

Serving the Automotive Aftermarket for more than 75 Years

ROUTINE

INSPECTION How Everyone Can Benefit

Market Tracker: Battery Sales and Inventory Machine Shop: Are You Turbo Ready? Automotive Aftermarket Industry Week Preview: Learning Central Las Vegas

Canada Post Canadian Publications Mail Sales Agreement No. 40069240

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F U E L MA N A G E M E N T

E NG I NE M A N A G E M E N T

HE AT I NG & C OOL I NG

DI E S E L

Delphi fuel pumps.

High standards.

Below the surface.

They may look the same, but all parts are not created equal. Delphi fuel pumps deliver fast-pressure rise for quick engine starts and feature internal springs, an integrated OE fuel vapor pressure sensor and two-strainer system for long-lasting durability. What does that mean? Reliable fuel pumps you, and your customers, can trust. For more than 100 years, we are the company that makes the parts cars are born with.

F I T ’ S WHAT ’ S UNDE R NE AT H T HAT S E T S DE L P HI APAR T

G H H

Delphi Fuel Module // A Improved Connector Enhanced electrical connection with vehicle harnesses; B OE Fuel Vapor Pressure Sensor Confirms to ECM the EVAP emissions systems is performing to specifications; C Fuel Level Vent Valve Shuts off tank fill nozzle; D Integrated Fuel Pressure Regulator (1) Maintains pressure at fuel rail (2) Negates fuel return from engine compartment to reduce vehicle EVAP emissions; E Noble Metal Fuel Level Sensor Grid Improved corrosion protection; F High Durability Fuel Level Sensors Wiper Improved, long term signal integrity; G Positive Displacement Pumping Fast pressure rise to meet engine start ignition timing; H Duel Filtration Improved pump durability; I Approved OE Float Materials & Retention Designed to last over the life of the vehicle in all fuel types. I

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This Month

Contents

October 2010

Vol. 78,

No. 10

COVER

Making inspection a part of every service is already any great automotive service provider’s daily routine. But, a year after the Automotive Industries Association of Canada’s “Demand Study” quantified the cost to the industry when it does not execute inspections well or consistently,

ROUTINE

we revisit the study, and the

INSPECTION

benefits that good habits by the automotive service provider bring to them, to you, to consumers, and the industry at large.

How Everyone Can Benefit 4

Over the Counter

Collision Industry Needs to Commit to Training; Canadian Collision Industry Forum; The Young Automotive Professionals Celebrate 25 Years; Brandon Jobber Holds First-Ever Trade Show; AAM Parts Pro Marks Milestone; Arizona Parts Professional Wins Activant Story Contest

Tracker: Battery Sales and Inventory 12 Market With changing technologies and expanding options come changing sales and stocking strategies.

AAIW 2010 PREVIEW: LEARNING CENTRAL LAS VEGAS

While Automotive Aftermarket Industry Week has become a cornerstone of the North American automotive aftermarket for its exhibits and commercial benefits, what should not be overlooked is the educational aspects of the events. So, with learning in mind, we offer a rundown of educational opportunities at both AAPEX and SEMA. AAPEX Educational Sessions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 16 SEMA Educational Sessions . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 20

30 New Products 34

Knowledge Building: Are You Turbo Ready?

Machine shops, and those who sell to them, would be wise to take note of the resurgent popularity of the turbocharger in passenger vehicle applications. Ford is leading the way.

37 Autoserviceworld.com Internet Directory

38 Comment EVERY VOICE COUNTS

Departments Appointments . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 10 JOBBER NEWS / OCTOBER 2010

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Advertisers Index . . . . . . . . . . . . . . . . . . . . . . . . . 37 3

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Motor Oil Mythbusters Winner Here is this month’s winner of the Jobber News Motor Oil Mythbusters Quiz presented by Valvoline. Winners correctly answered the quiz questions. All winners receive a prize pack including an Auto Enginuity PC-based Scan Tool, generously provided by Valvoline Canada. The winner this month is Craig Frappier, Maslack Supply, Sudbury, Ont. Congratulations! Enter to win using this month’s Quiz on page 28.

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Collision Repair Industry Needs to Commit to Training I-CAR Canada director Andrew Shepherd says the industry needs to learn that training should be planned for, even if just a few days in advance. The industry needs to take a more serious approach to training, says Shepherd. Speaking at the Canadian Collision Industry Forum in Montreal, Shepherd gently chastised the industry for its on-again-off-again approach to attending training. “This industry has a habit of saying on Monday that they will send 10 people to training on a Wednesday, saying they won’t when they get busy on a Tuesday, then sending four when things lighten up on Wednesday afternoon. No organization, and certainly no training organization, can operate that way.” Shepherd made the comments a day after I-CAR Canada’s biggest training successes to date. Some 110 shop personnel attended a day of training at the Palais des Congrès in Montreal, Que., the day before the Canadian Collision Industry Forum. Strong groups attended both English and French Advanced Materials and Automotive Foams courses. However, Shepherd said that I-CAR Canada has had occasions where classes were cancelled due to insufficient registration, only to have techs show up at the door, cheque in hand, wondering why there was no instructor there. He said that I-CAR isn’t asking shops to book training months in advance. “This is just

a case of registering three days in advance. All you need to do is step up and commit to training a few days in advance.” I-CAR Canada, which is just gaining its stride in the market with the Automotive Industries Association of Canada having taken over the program earlier this year, has been working hard to develop a consistent training program, including greater access to French-language training resources. “But we have a ways to go with the French translations and we are approaching the Quebec government for assistance.” Still, he called the current crop of new training programs a tremendous step forward. “The current training courses released are absolutely up to date. They are the best materials we have seen n 30 years.” For more information, visit www.i-car.ca.

More from Canadian Collision Industry Forum Andrew Shepherd’s point on the need for training was underscored by several presentations at the Montreal Canadian Collision Industry Forum. The Canadian Automotive Repair and Service (CARS) Council’s Jennifer Steeves briefed attendees on the findings of the organization’s Labour Market Study, which revealed that there is great concern about the ability of the industry—within the colJennifer Steeves lision repair sector as well as the mechanical repair sector—to deal with the influx of new technologies, and not just those in the vehicles: computerized repair systems, management systems, CRM, and bodyshop estimating systems are all evolving and becoming more important. “When you put all this information together, we’ve got a lot of work to do. It is really going to have an impact on the success of the broad automotive sector.” Tom Bissonette, owner of Parr Autobody in Saskatoon, Sask., and a regular speaker

at CCIF events, says that the findings of his recent survey on estimating accuracy revealed that there is a wide variation in repair approaches and pricing— estimates for a rear lower quarter panel and bumper repair on an SUV varied by Tom Bissonette more than a factor of four, from about $400 to $1,700. “One of the reasons is that [some] shops don’t understand the estimating systems well, or spend enough time to go through all of the estimating system’s procedure pages,” he says. He emphasizes he doesn’t want to be too critical of shops, but points out that the facts are inescapable. “There are a lot of things that shops are entitled to charge for that they don’t. “You need to know the rules of the estimating system. Both ADP and Mitchell say that masking of jambs and edges are an extra-charge item.” Similarly, time is allowed for feather, fill, and sanding. “The repairer can add probably an hour of time even on a new panel,” he says. JOBBER NEWS / OCTOBER 2010

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APPEX Show, Las Vegas, November 2-4, 2010

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Delphi Awarded 2009 NAPA Under Hood Supplier of the Year Delphi was recently awarded the 2009 NAPA Under Hood Supplier of the Year from the NAPA Under Hood Sales Group. Based on collective input from NAPA Under Hood district managers, regional managers, and the product team, this annual award is presented to a NAPA Under Hood supplier who demonstrates superior customer service, comprehensive fieldwork, and distinctive sales and marketing programs. Delphi has been a supplier to the NAPA Under Hood Sales Group since 2003, providing fuel pumps, compressors, and engine management systems products to the commercial and retail sector. The Under Hood Sales Group cited customer service and comprehensive training as two critical elements for winning the award. Development of unique sales and marketing programs also played a role in selection criteria.

The Young Automotive Professionals Celebrates its 25th Anniversary

Auto parts jobber The Young Automotive Professionals, Port Colborne, Ont., celebrated its 25th anniversary with a combined trade show/customer appreciation event. Held in neighbouring Welland, Ont., the event attracted more than 800 customers to the Bestbuy shareholder’s event. “It’s our 25th anniversary, but if anything this is about customer appreciation,” said coowner John Grandilli at the show. “Without them, we couldn’t have done what we do for 25 years.” In addition to customers, 52 exhibitors were in attendance. “What’s nice about having an event like this is that a lot of our customers don’t have many chances to go to a trade show,” said co-owner Claudio Sceppacerqua. “They don’t get to Toronto for events”—Toronto is two hours away when the traffic cooperates, more when it doesn’t—“so it’s hard for them to go after a day’s work.” Virtually all in attendance had good things to say about the Young Automotive Professionals team. Notables on the roster of attendees were Bestbuy president Jeff Vandesande and group chairman Dale Devlin, owner of Bestbuy shareholder Halton Automotive. “These guys have always done a good job, and have a strong following,” said Devlin. The show featured a number of racecars, engines, and other exhibits. Also on hand were sports celebrities Jennifer Botterill, twotime Olympic hockey gold medalist, and Rob Hitchcock, Grey Cup winner, Hamilton Tiger Cats.

AAM Group’s Expansion Takes Hold

The AAM Group has announced that it has surpassed 1000 retail outlets affiliated with its Parts Pro and Total Truck Centers marketing programs, a virtual doubling of outlets since it embarked on an aggressive expansion earlier this year. The expansion saw the group add nearly 500 additional stores to its programs. This expansion came as AAM created new, more flexible program options better suited for retailers focused on installation, vehicle customization, and Internet retailing. AAM’s program sales director, Jerry Simpson, states, “I am very pleased with the response to our new program offering. We are thrilled to be able to support this large number of retail outlets for our member warehouses and vendors, and are confident our growth will continue.” Continued on page 8

For more on these and other stories, log on daily to autoserviceworld.com 6

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Jobber News Editor and Publisher Andrew Ross (416) 510-6763 E-Mail: aross@jobbernews.com Contributing Editor Emeritus Bob Blans Contributing Writers Mark Borkowski, Dennis Mellersh, John G. Smith Sales Manager Jay Armstrong (416) 510-6745 Account Manager Jim Petsis (416) 510-6842 Circulation Manager Selina Rahaman (416) 442-5600 ext 3528. Customer Service Roshni Thava (416) 442-5600 ext 3555 Art Director Choo Hwee Kuan Production Manager Steven K Hofmann (416) 510-6757 Vice-President Alex Papanou President Bruce Creighton 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. Subscription rates*: Canada $49.95 + $3.50 GST + Applicable Taxes per year; $79.95 + $5.60 GST + Applicable Taxes for 2 years; Single Copy Price $6.00 + $0.42 + Applicable Taxes. U.S.A. & Foreign: $62.95 U.S. per year; Single Copy Price $8.00 U.S. * Yearly rates include Annual Marketing Guide (single copy price $72.95 plus $5.00 shipping plus GST $5.46)(U.S. orders payable in U.S. funds). Ontario residents add 8% PST. U.S. & Foreign $77.95 +$5.00 Shipping US Funds. Jobber News is published by BIG Magazines LP, a div. of Glacier BIG Holdings Company Ltd. a leading Canadian information company with interests in daily and community newspapers, and business-to-business information services. 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. 40069240 “Return Postage Guaranteed” Send change of address notices, undeliverable copies and subscription orders to: Circulation Dept., Jobber News, 12 Concorde Place, Suite 800 Toronto, ON M3C 4J2 Jobber News Magazine (ISSN#0021-7050) is published monthly by the Business Information Group, 12 Concorde Place, Suite 800, Toronto, ON M3C 4J2 US office of publication: 2424 Niagara Falls Blvd, Niagara Falls, NY 14304. Periodicals Postage Paid at Niagara Falls, NY. US postmaster: Send address changes to Jobber News Magazine PO Box 1118, Niagara Falls, NY 14304-1118. 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 via one of the following methods: Phone 1-800-268-7742, Fax 416-510-5140, e-mail: jhunter@businessinformationgroup.ca. Mail to: Privacy Officer, Business Information Group, 12 Concorde Place, Suite 800 Toronto, ON M3C 4J2 Business Information Group 12 Concorde Place, Suite 800 Toronto, ON M3C 4J2 We acknowledge the financial support of the Government of Canada through the Canada Periodical Fund (CPF) for our publishing activities. PAP Registration NO.11031 Association of Business Publishers 205 East 42nd Street New York, NY 10017

ISSN 0021-7050 Online 1923-3477

JOBBER NEWS / OCTOBER 2010

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T: 7.875 x 10.5

B: 8.75 x 11.25

Actually, Ultra is much better.

L: 7 x 10

Fits like O.E. because we make O.E.

ISO 12647-7 Digital Control Strip 2009

Constructed from durable stainless steel materials with the right loading of precious metals, Walker® Ultra® converters are EPA-compliant for vehicles 1996 and newer. Ultra converters not only meet strict O.E. speciﬁcations for ﬁt and performance – they exceed them.

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AAM offers two marketing programs designed to meet the needs of specific market segments. Parts Pro Performance Centers’ marketing program addresses the needs of retailers selling performance parts. Shops selling into the street rod, muscle car, and sportsman race markets will find the Parts Pro program offering meets their marketing needs. Total Truck Centers’ program offerings are targeted to retailers and installers of accessories of truck and SUV accessories. Total Truck’s marketing addresses the lifestyle and interests of truck owners whether on the blacktop, at work, or off-road. Through 2010 the group is comprised of twenty-two member-companies, operating 26 distribution centres throughout the United States and Canada.

Brandon Jobber Store Hosts First-Ever Show

Brandon, Manitoba’s Auto Parts Central hosted its first-ever automotive trade show in September. Traditionally, a show this size would be held in larger cities such as Winnipeg or Edmonton, but representatives from over 60 manufacturers of auto parts, tools, equipment, and chemical lines converged in Brandon to showcase their products. With close to 600 people from the local automotive and agricultural repair industry in attendance, this inaugural event was deemed a huge success by both manufacturer reps and Western Manitoba tradespeople. Pete Lepage, western division manager of Auto Parts Central, which was the 2008 Jobber News Jobber of the Year, says, “As far as I know, there has never been a major automotive show in Brandon in the past 35 years. It became quite obvious to us as we began promoting it that our customers were very eager to support a show of this magnitude in Brandon. “In past years, we would charter a bus to Winnipeg and bring customers to the Uni-Select trade show in Winnipeg. Being able to hold this event in Brandon made it feasible for far more people to attend. All of the manufacturer’s reps I spoke to said they were very pleased with the interaction in their booths.” Customers were treated to a fantastic buffet meal and drinks, sponsored by UniSelect’s business development manager, Neil Creek. “Neil did a super job in organizing the show for us,” says Lepage. “He has a lot of experience in events such as this and handled a lot of the details. Of course, our supplier reps were excellent as always. They all had very attractive displays and donated some great door prizes. In all, it was a great show. Certainly, we will plan to host it again.”

Arizona Parts Professional Wins Activant Story Contest

“Can of Beep,” the humorous tale of a well-intentioned auto parts consumer, was selected by users of the popular YouTube.com social media network as winner of the Activant “Best Auto Parts Counter Story” contest. The story’s submitter, Jody Logan of Penny Pincher Auto Parts, Phoenix, Ariz., will receive a free Apple iPad tablet computer from Activant Solutions Inc. The Activant contest encouraged parts professionals to submit their favourite auto parts selling stories. Three finalists, selected from among nearly 100 entries, were augmented and presented on Activant’s YouTube channel for a two-week voting period. “Can of Beep,” which describes a motorist’s efforts to repair a broken horn, garnered more than 50% of the nearly 4,000 votes. “Heated Hose,” featuring a consumer who actually needed a replacement heater hose, was second, and “Smoking Noise,” which recounted a customer’s imprecise description of a vehicle malfunction, finished third. “Heated Hose” was submitted by Brian Fillion of Vasco Inc., Richmond, Va., and Lee Greene of Greene’s Auto Parts, Winder, Ga., submitted “Smoking Noise.” The three stories are available for viewing at www.youtube.com/ActivantAuto. Activant will continue with a “Best Auto Parts Counter Story of the Month” series. To subscribe to this series, visit www.activant.com/automotive-aftermarket/autopartstories/. Continued on page 10

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OVER THE COUNTER NOW SERVING

Calgary-based paint and body supply distributor L.J. Peters held its annual convention in Ottawa in September, attracting some two dozen jobbers and suppliers for a few days of product refreshers and relaxation. The organization has warehouses in Calgary, Edmonton, Winnipeg, and Vancouver.

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Continued from page 8

OptiCat Technology Suite Compatible With AWDA’s Common Product Data Requirements OptiCat has enhanced its OptiCat Technology Suite to embrace the newly announced Common Product Data Requirements, developed by the Automotive Warehouse Distributors Association (AWDA). The AWDA Minimum Common Requirement is comprised of 60 fields from the Product Information Exchange Standards (PIES) that are typically required by warehouse distributors. “It is important that OptiCat respond quickly to the needs of North American data receivers,” said Brad Duncan, OptiCat president, following the AWDA statement. “AWDA’s Minimum Common Data Requirement will help aftermarket suppliers focus on the most important PIES data first, and gradually fulfill the entire promise of this important standard. That is why OptiCat immediately began the work to bring its technology in line with AWDA’s requirements,” he commented.

APPOINTMENTS

Vast Auto Distribution has made several significant appointments to its Ontario sales, marketing, and customer service team. Aftermarket veteran Jack Brooks has been appointed account representative, responsible Jack Brooks for Southwestern Ontario, the Golden Horseshoe, and key accounts in the Toronto region. Brooks brings a wealth of experience to Vast and will be a key element for Vast as it continues its growth objective in the Ontario aftermarket. His diverse Desiree Mahardi background with Spectra Premium, Affinia, and Fram Canada will complement the strong relationships that he has throughout the aftermarket, says the company. Vast Auto Distribution has also announced the appointment of Desiree Mahardi to the Trevor Crawford position of marketing coordinator for Vast Auto Distribution in Ontario. Mahardi has an extensive background as a marketing coordinator and will be responsible for all aspects of marketing including promotions, online advertising, meetings and conventions, monthly flyers, the Vast Extranet, and will work with Auto Value members in setting up jobber promotions in their trading area. In addition, Trevor Crawford has been appointed customer service manager. His background is in the food industry, with roles at Cara Foods and Kraft. His most recent role was manager of guest experience. A graduate of the University of Toronto, Crawford is a relationship builder with a strong penchant for action. All the appointees will be based out of Vast Auto Distribution’s Brampton, Ont., distribution facility. Bestbuy Distributors Limited has announced the appointment of Andy Murphy as national director of product development and inventory.

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Murphy is a seasoned aftermarket professional who brings more than 35 years of experience to the position. Prior to joining Bestbuy, Murphy served as a senior regional manager in Ontario for NAPA Andy Murphy Auto Parts, and has also held various management positions within the automotive aftermarket for many years. Murphy assumes responsibility for the company’s purchasing department, inventory, and all vendorrelated initiatives. He will report directly to Jeff VandeSande. The NovaEast distribution organization in Ontario has announced the hiring of industry veteran Dean Weber to the position of vice-president, sales and marketing. Weber will be responsible for marketing, product development, and sales Dean Weber in Canada for the company’s product lines, which include chassis, wheel bearings, strut assemblies, brake pads, rotors, and shoes. He brings with him more than 25 years’ experience in the Canadian aftermarket, most recently as national sales and marketing manager for NGK Spark Plugs of Canada. Canadian Tire Corporation, Limited has appointed a new head of automotive operations as it aligns operations and senior leadership to execute the company’s growth strategy announced earlier this year. Glenn Butt has been promoted to executive vice-president, customer experience and automotive, and will be responsible for in-store customer experience and store operations at Canadian Tire, leading the company’s integrated automotive business and overseeing the company’s relationship with its 482 dealers across the country. This role, which reports directly to the CEO, highlights the emphasis being placed on these three critical areas. A long-time company executive, Butt has extensive knowledge of the automotive category and 14 years’ experience working with the company’s dealers. JOBBER NEWS / OCTOBER 2010

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MARKET TRACKER

The Application Approach:

Battery Sales and Inventory

With changing technologies and expanding options come changing sales and stocking strategies. By John G. Smith

This lithium-ion starter battery from Porsche is indicative of modern battery developments. Weighing less than 13 lbs. or 6 kg, the new battery is more than 22 lb or 10 kg lighter than a conventional 60 Ah lead battery. The new battery became available as an option as of January 2010 for the 911 GT3, 911 GT3 RS, and Boxster Spyder and is delivered with the car. It is priced at approximately $1,700. The new battery was developed specifically for lower weight. The lithium-ion battery has the same length and width dimensions of the regular battery, but is approximately 2.8 inches or 70 millimetres lower. The fastening points, electrical connections, and voltage range are fully compatible, allowing simple and quick replacement of the standard lead battery, at track days for example. Porsche says that the battery is still not suitable for very cold weather starting, though, so Porsche owners will still need their conventional battery when the snow flies.

he days of the automotive battery are numbered. To be specific, these boxes of electrical energy tend to have an average lifespan of about five years, and the life that they lead is likely to include more challenges than ever before. The growing list of available vehicle options continues to add to the demands placed on electrical systems, explains Shaun Keogh, EastPenn Canada vice-president, business development. “If you start with electric seats, seat heaters, power locks, power windows, and sun roofs, and then add navigation systems, DVD players, and power outlets for cell phones, computers, and iPods, you end up with a substantial ongoing power draw that demands significantly more from a vehicle’s electrical system, particularly the battery.” While alternators are sized to handle these loads, options such as heated windshields and heated seats tend to draw on a battery’s energy before the alternator has a chance to begin its job, adds Battery Direct national sales director Brendan Magee. “[The battery] ends up doing double duty,” he says. “It’s why your depth of discharge is the biggest factor in battery life.” But how can a jobber distinguish between the good, better, and best options on behalf of a customer? Two of the most important measures of a battery’s abilities come in the form of Reserve Capacity and Cold Cranking Amps. The needs of the individual customer will usually dictate the emphasis of one rating over the other. A high Reserve Capacity (RC)—indicating how long a fully charged battery can discharge 25 amps before dropping below 10.5 Continued on page 14

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JOBBER NEWS / OCTOBER 2010

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Same Great Battery. Smart New Look. Too Bad It Gets Hidden Under The Hood. EXIDE® Automotive Batteries. Start Positive. Stay Positive.™

CMY

EXIDE AUTOMOTIVE BATTERIES EXIDE MARINE BATTERIES The research is in: the new look is a winner. According to a quantitative research study conducted on behalf of Exide, consumers really like Exide’s new look. In fact, an overwhelming number of respondents said that they would likely consider buying a new Exide battery. The rationale for their preference was that the new battery looked more powerful and longer lasting than other batteries. Most believed that it communicated greater value for the money. The new look was easy to read, provided important information and quickly communicated key beneﬁts. What does this mean to you? More potential sales. And in today’s climate, who wouldn’t want that?

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MARKET TRACKER

Continued from page 12

volts—will be important to someone who owns a Cadillac Escalade that is loaded with an array of toys. But Cold Cranking Amps (CCA), indicating the number of amps the battery will deliver over 30 seconds at a frigid 0 degrees Fahrenheit, will be vital to a car owner who faces the realities of a Winnipeg winter. It will usually involve a trade-off. However, the promise of a higher CCA can mean a sacrifice in durability, notes Exide marketing manager Rob Morandin. Engineers might opt for a thinner plate design if they want to fit more of them in a limited amount of space. That’s why he stresses the importance of matching the recommended ratings for a particular vehicle as closely as possible. The value of the ratings is not limited to energy output, Magee adds. “The industry typically rewards the higher specifications with a higher warranty.” Meanwhile, manufacturers have an opportunity to enhance the durability of different models. For example, plates can be thickened or enhanced with alloys, and they can be anchored in different ways, notes Morandin. The differences in designs do not end there. Absorbed-glassmat (AGM) batteries use separators made of a sponge-like mass of glass fibres to hold electrolyte in place. This delivers a design that will resist spills and leaks while offering excellent starting and enhanced cycling power, says Keogh. It also provides an added advantage in the form of increased service life. “The technology’s lower internal resistance provides increased power for both faster starts and extended cycling capability,” he explains. “Very low to no gassing makes these batGE teries safe to use Lighting around sensitive electronic equipment, and thus AGM batteries can be safely installed virtually anywhere in a vehicle. “Obviously * there are cost differences between good, better, and ® best battery offerings. But rather than focus on price, the jobber *Compared to GE’s should instead standard halogen headlights. address application,” Keogh insists. “By taking an application approach, jobbers can educate their For more information, installers to invenvisit gelighting.com tory a little less of the ‘good’ and a little more of the ‘better’ and ‘best’ batteries, in order to upsell their customers based GE Nighthawk Platinum is a registered trademark of the on application as General Electric Company. ©2010 GE opposed to price.”

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So what batteries should the jobber include in the available warehouse space? Jamie Tomcko, purchasing manager at Auto Parts Central in Winnipeg, says the demands will vary from one location to the next. While one of his customers buys nothing but highend batteries, there are others who are looking for more economically priced options. “We need to have product on the shelf when the customer calls,” Tomcko says, noting how he carefully monitors sales histories and anecdotes from counter personnel when trying to project what customers will want in the future. Then it’s a matter of hoping for the weather to match. “We can’t predict what Mother Nature will give us,” he says. The sales opportunities for other categories of batteries can also vary widely depending on the region in which they are sold. While battery sales at Tomcko’s Winnipeg facility are largely limited to automotive uses, Auto Parts Central stores in Brandon, Manitoba and Thunder Bay, Ontario have identified markets for industrial batteries. The Kenora, Ontario location needs to keep marine models on the shelf. Jobbers simply need to take the time to educate themselves about the different products when exploring any new markets, Morandin says. Those selling into the trucking industry will need to understand options such as AGM or high-cycling batteries, and be prepared for the hyper-competitive nature of the market. This is why he suggests that a foray into different markets should begin with smaller, more defined opportunities. “If it’s on the smaller scale, it’s more of a niche market. It may be easier to move into that.” Magee, meanwhile, suggests there may be a bigger challenge in stocking considerations in the future, largely because of a wide proliferation of SKUs. As more SKUs emerge, the option of having two or three capacities for the same battery group may begin to dwindle. “We’ve had [group] 34/78s, 35/75s, 65s, 75s that fit a lot of vehicles,” he notes. “Are there going to be three 40Rs?” That is a question that might need to be left for the future. For now, one service that could help enhance existing battery sales comes in the form of battery testers, which will identify more replacement opportunities before a shop’s customers are ever stranded by a lack of power. “Twenty to 25% of the batteries that are tested in the aftermarket need replacing,” Morandin observes, citing Exide research. “With 5% of the batteries tested, there may be other electrical issues causing the battery to wear down.” The cost of the testing equipment can even be offset by arrangements with the suppliers themselves. Through Exide’s Test for Sales initiative, for example, half of the cost of the diagnostic tool is offset with free batteries. The shops that order the equipment can then complete a test in less than two minutes, offering the customer a report on battery life, which is, ultimately, the all-important cornerstone of the electrical system. “Every shop has a battery tester, whether it’s a $49.95 one or a $495 one,” Tomcko says. Still, he admits that many shops continue to choose traditional carbon-pile load testers, even in the modern day of enhanced electronics. But early detection of a problem with a battery may be more important than ever. A growing number of roadside assistance providers are selling new batteries to stranded motorists, Morandin says. Once that sale is lost, it will be about five years until the business opportunity arises again.

JOBBER NEWS / OCTOBER 2010 9/23/10 3:14 PM

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AAIW 2010

AUTOMOTIVE AFTERMARKET

INDUSTRY WEEK: LAS VEGAS LEARNING CENTRAL AAPEX: NOVEMBER 2-4, SANDS CONVENTION CENTER SEMA: NOVEMBER 2-5, LAS VEGAS CONVENTION CENTER

hile Automotive Aftermarket Industry Week has become a cornerstone of the North American automotive aftermarket W for its exhibits and commercial benefits, what should not be

overlooked is the educational aspects of the events. At AAPEX, for example, you could quite literally fill your days at the show doing nothing but learning more about the trends and developments affecting your business. A similar reality exists for those who will spend most of their time at the SEMA event. Nobody expects you to do that. Most visitors will spend their time visiting the booths of their suppliers and those who hope to be, but it is good advice to choose at least a handful of educational sessions to attend. So, with learning in mind, we offer a rundown of educational opportunities at both AAPEX and SEMA. AAPEX Learning Forum

The AAPEX Learning Forum sessions will be held adjacent to the Sands Convention Center at the Venetian Hotel, on the Venetian/Palazzo Congress Center Level 1, Marco Polo Rooms 701-706. All sessions are included with the price of show registration and open to everyone. No pre-registration is required, except for the two Lunch & Learn sessions. Seminar attendees will receive 0.1 CEUs (continuing education units) for each session toward their Automotive Aftermarket Professional (AAP) or Master Automotive Aftermarket Professional (MAAP) certifications from the University of the Aftermarket. If you have any questions about the program, please contact Sue Kalish, AAIA, 240-333-1047 or email sue.kalish@aftermarket.org. For SEMA Educational Sessions, please see page 20. Tuesday, Nov. 2, 2010

7:30 a.m. – 8:30 a.m. OEM Proprietary Lubricants: Implications for the Aftermarket In addition to the ILSAC GF-5 motor oils that will be rolled 16

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out for all gasoline and diesel engines this fall, General Motors (GM) will be introducing Dexos, a GM proprietary lubricant specifically engineered for its model-year 2011 engines. A panel of stakeholders will give their perspectives on proprietary lubricants and their effect on the aftermarket. 7:30 a.m. – 8:30 a.m. 2011 Aftermarket Outlook With consumers hopefully emerging from the most prolonged economic downturn in decades, aftermarket manufacturers, retailers, and service providers eagerly anticipate better times ahead. But many significant questions remain. Drawing from a wealth of economic trends, consumer research, and product sales data, NPD Industry Analyst David Portalatin will share insights on today’s—and tomorrow’s—aftermarket consumer. 7:30 a.m. – 9 a.m. Selling Parts for Imports: Did You Ever Consider Listening to Your Customer? The Installer’s View A diverse panel of shop owners, regional buyers, and technicians, who deal daily with parts stores and counterpeople, will detail specifically what they want and need from their auto parts suppliers. In addition to hot topics such as “How can your parts supplier help you to compete with expanding dealer service networks?” and “Is your road salesperson doing what shops need?”, the session will cover “How well can your parts store help you with new technologies, such as telematics?” 9 a.m. – 10 a.m. Government Affairs Update The government affairs update will focus on the critical issues being considered by the U.S. Congress, federal agencies, and states that will impact the economic future of the independent vehicle aftermarket and its customers. 9 a.m. – 10 a.m. Relating, Not Translating: How to Market to Latinos While the specifics of marketing to this group may not apply as acutely for many Canadian markets, certain aspects JOBBER NEWS / OCTOBER 2010

06/10/10 8:42 AM

of marketing to ethnic groups are sure to be valuable. By the year 2020, Latinos will account for one in five U.S. residents. Virtually every major brand, product, and service is scrambling to learn how to tap into this large, lucrative, and growing consumer base, but it requires more than just translating a message into Spanish—you’ll need to know which is the right Latino customer for your products and services, and how to connect with this consumer emotionally, rationally, and culturally.

3:30 p.m. – 4:30 p.m. Ten Things Smart Executives Learn From Financial Downturns For many years, smart businesspeople have successfully navigated around political, economic, and financial panics. This time around, as before, the best have kept their heads and prospered. The executives that succeeded understood that behind this last financial mess, things were happening that would set the stage for their successful future.

11 a.m. – 12 p.m. Advanced Pricing Strategies For most firms, establishing appropriate pricing is the most challenging decision they must make, since prices are always under attack by your competition. Recent economic challenges have made pricing even more important—in some cases, firms have gone into “panic mode.” To regenerate margin and profit performance, firms need to rethink their pricing from both a financial and psychological perspective to experience increased profit margins.

3:30 p.m. - 4:30 p.m. They Want What? Meeting the Expectations of Service Shop Owners and Technicians There is more to a repair business than ordering parts to repair a problem diagnosed on a vehicle. Fail to understand what they expect when it comes to marketing support, technical specifications, product warranty, and training, and you can lose a sale or even worse, lose a customer.

11:45 a.m. – 1 p.m. LUNCH & LEARN SESSION – $15 per person to attend Social Media: What Is It and How Do You Know When It is Working? By now, you have heard of the significance of social media, and the risks your business might be taking by not participating. Social media has brought about a fundamental shift in the way your customers and everyone around you are communicating, so it is important that your company stays connected. A panel of aftermarket experts with social media marketing experience will address what you need to get your company up to speed, including how to gauge your success in the social media world. TICKETS CAN BE PURCHASED ONLINE DURING REGISTRATION OR BY CALLING COMPUSYSTEMS CUSTOMER SERVICE AT 866-229-3687.

7:30 a.m. – 8:30 a.m. Gadgets, Gizmos, Geeks: 25 Tools, Technologies, and WebBased Services that Smart Businesses Are Using to Keep Their Customers Happy Still working in the old world? Afraid of losing your competitive edge? New startups are appearing every day that are run by a generation of people that understand how to use these technologies to operate more efficiently and profitably. In this session, Gene Marks discusses new tools and technologies that can be used to work quicker and better.

2 p.m. – 3 p.m. Profit is Everybody’s Business In many businesses, top management has a clear understanding of how to improve results. However, the further down in the organization, the less understanding there is. In order to get a total-firm commitment to profit improvement, the essentials of profitability must be understood by all managers and by key operation employees. This session discusses how to translate financial planning into highly specific actions for individual employees.

Wednesday, Nov. 3, 2010

7:30 a.m. – 8:30 a.m. Effective Communication for Today’s Workplace: Strategies for Success Today’s workplace is made up of employees from four generations. Each generation has their own expectations and preferences when it comes to their work environment. For many reasons including technology, modifications to organizational structures, and working arrangements, communication at work has changed significantly. The challenge is that not everyone wants to be communicated with and to in the same way. 9 a.m. – 10 a.m. The New Health Care Law: What It Means for Your Business While this is focused on U.S. legislation, it could be of interest to Canadian attendees who have operations in the U.S.

2 p.m. – 3 p.m. New Vehicle Technologies and Their Impact on the Aftermarket New and emerging OEM vehicle technologies and government-imposed regulations are having, and will continue to have, an impact on the independent aftermarket. How the aftermarket industry and supply base strategically prepares to design, validate, and supply components and subsystems for these new technologies will determine the future success of each supplier to these challenges.

9 a.m. – 10 a.m. Bull’s Eye Aftermarketing for Growth and Profits Combining targeted marketing with improved repair-shop operating models can increase sales and profits not only for automotive service providers but also parts wholesalers, distributors, and manufacturers. In this session, David Caracci explores how repair-shop scheduling and operating models can negatively or positively affect the amount and quality of work done each day by the automotive service provider (ASP).

2 p.m. – 3 p.m. Customer Service: How to Keep Customers Rushing Back for More We all know that the customer is king. In our increasingly competitive business environment, it’s more important than ever to cater to customers’ needs and desires, and provide customer service that goes way beyond politeness and courtesy. The best and smartest companies are finding that listening to what customers want and delivering on every promise, no matter how small, keeps customers happy and coming back for more.

9 a.m. – 10 a.m. Data Quality and the Impact on Your Website Search Engines In today’s e-commerce-driven retail environment, it is becoming increasingly important to provide and maintain quality data on retail websites. The largest search engines, including Google and Bing, are putting more and more emphasis not only on the quality of your data, but also the depth of the data you provide.

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11 a.m. – 12 p.m. Value-Based Selling: Breaking the Discounting Habit Declining profit margins are a major concern for most businesses. Despite this concern, most sales managers truly believe their salespeople are selling value rather than price. The question at the front of everyone’s mind is this: “If our salespeople are selling value, why do they need to offer discounts and extras to get sales?” 11:45 a.m. – 1 p.m. LUNCH & LEARN SESSION – $15 per person to attend All Things Automotive: Connecting with Gen Y Popular notions suggest that younger consumers may not be as committed to all things automotive as previous generations. Since Generation Y and subsequent “generation” consumers will be the driving force for the auto industry, including the aftermarket, understanding their attitudes and behaviours toward driving and their vehicles is extremely important. TICKETS CAN BE PURCHASED ONLINE DURING REGISTRATION OR BY CALLING COMPUSYSTEMS CUSTOMER SERVICE AT 866-229-3687. 2 p.m. – 3 p.m. Cost-Effective Marketing Techniques for Distributors Distributors are always searching for low-cost, highly efficient marketing programs that reach their core customers— parts stores, repair shops, and repair technicians—that can be launched and managed in-house. The session will first cover the importance of developing a marketing strategy and determining the Unique Selling Proposition for your business, then demonstrate cost-efficient marketing techniques distributors can employ to improve sales. 2 p.m. – 3 p.m. Making It Right vs. Getting It Right Companies may concentrate on doing everything humanly possible to make things right for their customers, after a problem or mistake occurs. They tend to be so focused on making it right that they fail to realize they are dealing with the same problems and mistakes over and over. 2 p.m. – 3 p.m. High-Performance Distribution Centres: The Five Essentials Why do some warehouses and distribution centres “work” better than others? If you are evaluating or updating your current facility, moving, or building a new warehouse, this session will provide you with the specific principles, ideas, and best

OCTOBER AAIW p16,17,18.indd 18

practices that can be applied to help create a lean production environment for your distribution centres. 3:30 p.m. – 4:30 p.m. Building Employee Engagement: Becoming An Employer of Choice When employees join an organization, they’re usually enthusiastic, committed, and ready to be advocates for their new employer. Simply put, they’re highly engaged. But research reveals that the longer an employee stays with a company, the less engaged he or she becomes. And that drop costs businesses big in lost profit and sales, and in lower customer satisfaction. 3:30 p.m. – 4:30 p.m. Drive the Business, Steer the Brand Businesses today need to be savvy and aggressive in their pursuit of profitability, especially in a time of economic uncertainty. Companies with a well-designed marketing strategy and an understanding of proven methods to reach desired customers will certainly beat their competition. Thursday, Nov. 4, 2010 7:30 a.m. – 8:30 a.m. Industry Standards—A Look Inside the Shop of Tomorrow This discussion will focus on how industry standards, driven by AAIA and others, are enabling technology leaders to deliver solutions to the automotive aftermarket in ways that benefit the shop, parts suppliers, parts manufacturers, and the consumer. 7:30 a.m. – 9:00 a.m. Hot International Markets: The Automotive Aftermarket in China, Brazil, and Mexico Join a panel of international experts as they share strategic market intelligence and discuss the state of the automotive aftermarket in three hot international markets: China, Brazil, and Mexico. 7:30 a.m. – 9 a.m. Today’s Escalating Import Car Park: How To Capitalize on More Than Just the “Fast Movers” The seismic shift in import vs. domestic nameplate market share—reaching 55.8% of 2009 new vehicle sales—took years to occur. But the impacts are immediate for all aftermarket channel players serving the surging numbers of import nameplates now coming of prime aftermarket repair age. In this session, learn what manufacturers, distributors, retailers, and installers must do to benefit and profit from this changing vehicle mix.

JOBBER NEWS / OCTOBER 2010

06/10/10 8:44 AM

426 AAPEX #2 3297 SEMA #4

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REDI-Sensor comes pre-programmed, and it has a faster hunt and relearn than our competitors’ sensors, so your customers get a quicker service turnaround too. REDI-Sensor is ready for installation, ready when you need it, ready now. For additional information, contact: salessupport-us@vdo.com

9/27/10 1:36 PM 29/09/10 2:20 PM

AAIW 2010

SEMA Educational Sessions are, quite simply, far too many sessions on far too many topics to include a comprehensive listing here. There The sessions actually kick off Monday, November 1, the day before exhibits open. However, we went through those that are available and selected an extensive list of sessions that we are sure will prove valuable to those who are specifically focused on the performance and accessories business, those who operate with traditional businesses with a performance sideline, and those who do none at all, but just want to learn. A comprehensive listing and planning calendar is available at www.semashow. com. All sessions are held at the locations specified. Note: LVH is the Las Vegas Hilton, LVCC is the Las Vegas Convention Center.

Monday, November 1, 2010

From Desktop to Pocket: The Future of Internet Information, sponsored by eBay Motors, 8:00 a.m. – 9:00 a.m. LVH, Pavilion 6 SERVICE: Increasing Service Sales at the Write-Up, 9:00 a.m. – 10:15 a.m. Renaissance Hotel, Ballroom 2 SALES: Understanding Your Powersports Customer, 9:00 a.m. – 10:15 a.m. Renaissance Hotel, Ballroom 1 Driving Safe: Vehicle Dynamics Simulation and ESC Performance of Aftermarket-Modified Vehicles, Components and Systems, 9:00 a.m. – 12:00 p.m. LVCC, N262 GENERAL SESSION: E-Mail Marketing, sponsored by eBay Motors, 9:30 a.m. – 10:25 a.m. LVCC, N255 Effective Retail Merchandising, 9:30 a.m. – 10:30 a.m. LVCC, N254 Getting Your Data House in Order, Part I: “We Really Want to Sell Your Products but Your Data Won’t Let Us” (Data 101), 9:30 a.m. – 10:30 a.m. LVCC, N253 Increase Your Profits & Lower Costs with the 20/20 Program, 9:30 a.m. – 10:30 a.m. LVCC, N252 Product Knockoffs: Keeping a Strong Brand in the Midst of Look-Alikes, 11:00 a.m. – 12:00 p.m. LVCC, N252 Stand Out From the Crowd: Defining Your Company’s Value Proposition, 11:00 a.m. – 12:00 p.m. LVCC, N254 Getting Your Data House in Order, Part II: Product Attribute Data—The Path to Profits (Data 201), 11:00 a.m. – 12:00 p.m. LVCC, N253 20

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Getting Your Data House in Order, Part III: Application Data Standards—“Fit Happens” (Data 301), 1:00 p.m. – 2:00 p.m. LVCC, N253 Continued on page 22

New Award for 2010:

SEMA Show Exhibitors Select the Industry’s “Hottest Vehicles”

EMA Show exhibitors will choose three outstanding vehicles as the winners of an all-new award, simply called the “SEMA Award.” Presented in three categories—“Hottest Car, ” “Hottest Truck, ” and “Hottest 4x4-SUV”—the SEMA Award marks the first time ever that the “exhibitor’s choice” will be tallied, recognizing the year’s top trend-setting vehicles. “The SEMA Award allows us to celebrate the outstanding vehicles and trends in the specialty-parts industry, ” says Chris Kersting, SEMA president and CEO. “We will be able to tap into the exhibitors’ unique ability to identify what’s hot, just as the trends are gaining momentum.” To determine the winners of the SEMA Award, show organizers will survey every booth vehicle at the SEMA Show, taking place Tuesday-Friday, November 2-5, 2010, in Las Vegas, Nevada. The most prominent vehicles in three categories—car, truck, and 4x4-SUV—will be named winners of the award. “While the concept is new, it really is based on a phenomenon that we’ve experienced many times before, ” says Kersting. “Each year there seemed to be a handful of vehicle models that set the tone for the show—vehicles that are so popular it seems they are dominating at the event.” With more than 1,500 exhibiting companies each year, the SEMA Show typically includes more than 700 qualified booth vehicles. Modifications range from products that improve performance, safety, and convenience, to those that enhance appearance and comfort. The vehicles that are most likely to be in the running to win the SEMA Award have been identified by a panel of industry experts. Several indicators were used to select the contenders, including pre-registrations of feature vehicles, involvement in one or more SEMA OEM collaboration programs, and coverage in enthusiast publications. “The contenders have proven themselves to be significant in the industry, ” says Kersting. “Each contender is noteworthy, whether it’s because of its sales record, previous interest from the industry or from exhibitors, existing accolades, or simply the buzz that has surrounded the vehicle.” JOBBER NEWS / OCTOBER 2010

06/10/10 8:46 AM

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How to Find, Hire & Train a Team of Retail Superstars, 1:00 p.m. – 2:00 p.m. LVCC, N258 FACILITY: How Visual Merchandising Affects Customers, 1:45 p.m. – 3:00 p.m. Renaissance Hotel, Ballroom 1 Turn Your Staff Into a Service-Driven Sales Machine, 3:00 p.m. – 4:00 p.m. LVCC, N258 Manage Your Customers for Increased Sales and Profits, 3:00 p.m. – 4:00 p.m. LVCC, N254 SALES: Increasing Unit Sales & Profitability, 3:30 p.m. – 4:45 p.m. Renaissance Hotel, Ballroom 2 GENERAL SESSION: 21 Secrets of Top-Performing Websites, sponsored by eBay Motors, 4:00 p.m. – 4:55 p.m. LVCC, N255 Tuesday, November 2, 2010

Driving Green Performance: Wild West 2.0, 9:00 a.m. – 12:00 p.m. Las Vegas Hilton, Theatre Social Media Tactics You Can’t Afford to Miss, Powered by the SEMA Businesswomen’s Network (SBN), 9:30 a.m. – 10:30 a.m. LVCC, N258 TPMS Service & Maintenance, 10:00 a.m. – 11:00 a.m. LVCC, S232 Financial Benchmarking: An Industry Overview, 11:00 a.m. – 12:00 p.m. LVCC, N259 Selling to Car Dealers, Powered by the Professional Restylers Organization (PRO), 1:00 p.m. – 2:00 p.m. LVCC, N255 Grow Your Business with Customer Relationship Management (CRM), 1:00 p.m. – 2:00 p.m. LVCC, N253 Taking the Mystery Out of the Numbers (Extended Session!), 1:00 p.m. – 3:00 p.m. LVCC, N261 Reputation Management: How to Counter Negative Information, 3:00 p.m. – 4:00 p.m. LVCC, N258

Scorpion™ provide an extensive and competitive line of products, which include anti-freeze, windshield washer, lubricants, aerosols and absorbents, to name a few. Our products are available across the country serviced from our warehouses in Moncton, Montreal, Toronto, Calgary and Vancouver. Contact us to grow and diversify your business!

Everybody into the Pool— Understanding Industry Data Syndication Services, 3:00 p.m. – 4:00 p.m. LVCC, N253 Wednesday, November 3, 2010

Performance Oil: Modern Motor Oils and the Aftermarket, 8:30 a.m. – 9:30 a.m. LVCC, N261 Driving Connected: Integrating Automotive and Consumer Electronics, 9:00 a.m. – 12:00 p.m. LVCC, N259 The Science of Shopping, 9:30 a.m. – 10:30 a.m. LVCC, N254 The Art of Negotiating, 9:30 a.m. – 10:30 a.m. LVCC, N255 Internet Sales Roundtable: Capturing the Virtual Customer, 9:30 a.m. – 10:30 a.m. LVH, Pavilion 2 & 3 Future Aftermarket Trends & How to Profit, 9:30 a.m. – 10:30 a.m. LVCC, N259 Strong Selling in a Weak Economy, 2:00 p.m. – 3:00 p.m. LVCC, S232 Converting Callers to Customers—Four Principles Required to Close the Sale, 4:00 p.m. – 5:00 p.m. LVCC, S232

Thursday, November 4, 2010

Keynote: The Game of Work, 8:00 a.m. – 10:00 a.m. LVCC, N239 Powersports Industry Leaders Roundtable, 8:30 a.m. – 10:00 a.m. LVCC, N262 Hell Hath No Fury Like A Customer Scorned, 9:30 a.m. – 10:30 a.m. LVCC, N255 How to Revitalize Our Youth’s Love Affair with the Automobile (and Why it is Vital to Our Industry’s Future), 9:30 a.m. – 10:30 a.m. LVCC, N259 Motorsports Marketing Trends, 9:30 a.m. – 10:30 a.m. LVCC, N254 Social Media 101, 10:30 a.m. – 12:30 p.m. LVCC, N239 Telephone Techniques: Turning Calls Into Sales, 11:00 a.m. – 12:00 p.m. LVCC, N255 How To Manage the Costs of Protecting Your Intellectual Property, 11:00 a.m. – 12:00 p.m. LVCC, N261 Lending Best Practices in the Toronto Automotive Industry, 3:00 p.m. – 4:00 Venture Chem Inc. Head Office p.m. TBA 1300 Aerowood Drive Unit 3 Lifestyle Branding: Getting Customers Mississauga, Ontario, Canada to Identify with Your Brand, 3:00 p.m. – L4W 1B7 4:00 p.m. LVCC, N254 TeL: 905-602-0338 Effective Marketing and Profitable Sales Growth in the Fleet/Commercial Montreal (office) Tire Segment, 4:00 p.m. – 5:00 p.m. 3475 rue Griffith LVCC, S232 St. Laurent. QC H8T 3K7 Tel: 514-583-3363

Friday, November 5, 2010

Auto Physical Damage Industry Trends, 8:00 a.m. – 10:00 a.m. LVCC, N231 Outsell, Upsell, and Close, 8:00 a.m. – 10:00 a.m. LVCC, N239 Why Quirky Customers Are Your Most Valuable Resources, 10:30 a.m. – 12:30 p.m. LVCC, N239 Contracts: Terms and Ties That Bind, 10:30 a.m. – 12:30 p.m. LVCC, N231

www.venturechem.com 22

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JOBBER NEWS / OCTOBER 2010

06/10/10 8:48 AM

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29/09/10 2:13 PM

COVER STORY

ROUTINE

INSPECTION How Everyone Can Benefit By Andrew Ross

and service of $773.89 a year, or hen the landmark $258 per transaction. The ‘bench“Demand Study” mark spending’ group for the was released by the same vehicle segment purchased Automotive Industries $1489.95 / year or $497 per transAssociation one year action. Therefore, the core of the ago, it quantified what Canadian fleet aged between four everyone in the industry to 12 years old (which represents could only guess at: there is a lot of 54% of all vehicles on the road) business slipping through its fingers. equates to an additional repair and More than that, though, it put maintenance service opportunity the lost service opportunities in of $239 per visit. hard numbers, or at least hard “Underperformed maintenance, estimates, in more concrete terms in particular, can also be measured than ever before. by looking at the recommended These findings were summarized maintenance intervals for specific in the Executive Summary by study repair categories. In this study, six authors DesRosiers Automotive categories were selected: brakes, Consultants. wipers, shocks and struts, cabin air “Within the Canadian lightfilters, batteries, and oxygen sensors. vehicle market, there exists a subAcross these areas, a total of 43.8 stantial amount of maintenance million maintenance and repair and repairs that are being delayed items were omitted in 2008. The or missed. By applying the mainpotential revenue of this underpertenance spending habits of the John Watt, past chair of the AIA, has been the go-to guy most diligent vehicle maintainers for the study since it was released a year ago. He says the formed maintenance totalled $2.5 to the entire vehicle fleet, a total of impact of the Demand Study, and presentations based on billion, 23.8% of the total unrealized market potential. In these six basic $28.47 billion in potential demand it, has been significant. categories alone, every 100 vehicles was available in 2008. In comparigoing through Canadian automotive service provider shops son, the actual performed services in 2008 were valued at are missing an opportunity, with approximately $11,600 of $18.14 billion by DesRosiers Automotive Consultants Inc. recommended manufacturers’ scheduled maintenance being (DAC), equating to $10.33 billion in unrealized market underperformed; that is $116 per vehicle.” potential. “The total light-vehicle study survey for vehicles four to 12 years old indicates current spending annually for repair Continued on page 26

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07/10/10 10:43 AM

COVER STORY

Continued from page 25

That is, both collectively and down the road. The shop makes individually, quite a shortfall. But a point of pointing out service. (I there’s more than money at stake. know this to be so, because they are “The ultimate goal of this report also my service provider.) is to bring to the forefront the “What’s the point of taking your concept that there exists significant car in for an oil change if they don’t additional opportunity each time look at anything else?” a customer brings in his vehicle That’s why every car that rolls for servicing, and if attained, the into the bay gets a 30-point inspecbenefits would reverberate through tion: light check, fluids, wipers, etc. each layer of the automotive afterAnd every car that goes up on the market supply chain. For the driving hoist, whether for a brake job, oil public the result is safer, more change, or an exhaust replacement, environmentally friendly, reliable gets a good once-over. vehicles operating on Canadian “What you’re trying to do is roads.” two things,” says Perusits. “One, For the past year, the go-to you’re trying to find work. And two, guy for the Demand Study has you’re trying not to create a situabeen John Watt, past chair of tion where there is a failure when the AIA, and director, Certigard they leave.” and Automotive, Petro-Canada, a He knows full well that there Suncor Energy Company. is no 100% solution to the breakSteve Perusits, co-owner of Wally Clayson’s Master He has toured and presented down that follows the visit, but a Mechanic in mid-town Toronto, says a good inspection, the study’s findings in Canada and and communicating what you find, keeps customers loyal, proper inspection at every visit can and helps him sleep at night. the U.S. since its release. It has minimize the possibility. been an eye-opening experience. “A caliper can seize at any time, “It’s been an eye-opening experience for me, and it has especially in winter driving conditions,” he says. Even small been an eye-opening experience for the people I talked to. I things, like ensuring that the windshield washer level is up, can tell by the faces in the audience. I can see it in their eyes. help build customer confidence in the shop. “It makes you There is nobody in the audience saying this is BS.” money, and it gives the customer peace of mind.” And, because the information is expressed in terms of There are limits of course, and communicating findings hours per transaction—2.75 hours is the benchmark—it keeps requires a gentle, professional approach. pace with inflation and isn’t tied to a certain door rate, so Perusits relates one customer experience where the shops can calculate their own situation today, tomorrow, and customer accused the shop of creating a failure: ever since next year, too. they changed over the winter tires, the air conditioning And that’s exactly what has formed the cornerstone of the had stopped working. He relates that story with a tone of way the information has been received. exasperation. “A lot of that great preparation in the study has really served “But if I see a crack in a belt, I can let you know it’s there. a purpose, because nobody is sitting there saying that it doesn’t I can’t tell you if it will last a month or a year; it’s up to you apply to them.” whether you want me to replace it.” Driving the point home has been the shop calculator in the Danny Cawley is the service advisor at Wally Clayson’s. study. Using the actual transaction count as an example from “Over time, it essentially defines the relationship with the each audience, shops hear the gap in business between what customer,” he says of the practice. shops are doing and what they could be generating laid bare. The habit of conducting inspections at every visit can also “Let’s say the number is $950,000. And if [a shop owner] soften the blow when the news gets as bad as it gets. says his sales are $700,000, we have just found $250,000 of the The day I visited was one of those days. missing $10 billion. “We have a customer, a lady with a disability, with a Mercury “The eyes are glued on me like you would not believe.” Sable. It came in for an oil change, but the frame is so rusted Of course, shops that have attended are invited to take that out that the engine has dropped down on one side. I had to shop calculator home with them. It’s a simple tool, requiring call her and tell her that we couldn’t do the oil change, the car only a few calculations. The harder part is looking in the mirwas no longer road-worthy, and she had to look for a new car. ror and deciding what to do about it. She was not happy, but we’ve been talking to her about the “Why would an ASP leave that much money on the table? car’s days being numbered for a while. So when I had to give It can’t be deliberate, right? I get that through their head. It’s her the bad news, it wasn’t a total surprise.” not a question of blame, but they do need to be told that this Sometimes that is the best you can hope for, but with the is how much they are leaving on the table and how to solve it.” offer made to help the customer find a car if needed, it at least Of course, some might dismiss such studies as theoretical. gives you the opportunity to retain the relationship. At street level, the manifold benefits of the routine inspection Perusits says he knows that some businesses have a clientele are anything but. who only want the service they came in for and will object to “This has been the practice here for six years now,” says suggestions that their car needs other work, but for his Steve Perusits, co-owner of Wally Clayson’s Master Mechanic business, customers appreciate the attention to detail. in mid-town Toronto. In a habit instilled by Clayson, the longserving team of technicians at the shop focuses on being Continued on page 28 honest with customers about what their car needs now and 26

OCTOBER UNDERCAR p24,25,26,28,.indd 26

JOBBER NEWS / OCTOBER 2010

07/10/10 10:43 AM

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30/09/10 9:47 AM

COVER STORY

Continued from page 26

He recalls an early lesson from “Customers might not always Wally Clayson. “If you look after the remember to tell you things about customer, the customer will look their car when they bring it in. We after you.” try to do test drives before the car is And he has a lesson of his own in for service too. You might feel a for those shops not in the habit of pedal pulsation, or a knock from the conducting an inspection of every suspension. Then you can call the vehicle that rolls into their service customer about it. They’ll probably bays. “Get into the habit. You’re say they had noticed it.” At least, he crazy not to. It’s a win-win situation.” says, you’re not bringing it to their Watt does caution against falling attention only when they come to back on the economy as a reason for pick up the car, leaving you open a shop underperforming against the to accusations about why you didn’t benchmarks detailed in the study, tell them earlier. Many people, he despite recent surveys showing that says, are unaware of the scope of a average transaction value is down problem, or its cost, and appreciate Danny Cawley, service advisor at Wally Clayson’s, says over the past year. a frank discussion on the issue. “I know my data inside out [at “The more information you can that over time routine inspections generate revenue for the keep customers informed, and soften the blow when Certigard]. Year-to-date 2009 versus give them, the more they will trust shop, they finally get the bad news on their aging vehicle. 2010, dollar for dollar, we haven’t you. If they can understand the lost anything. I can’t believe that basics and what is going on with my customers are Teflon-coated against inflation, or the their car, you have a customer for life.” economy, or new vehicle sales. What I do have in my favour is a They may not choose to get it addressed then and there, but process. My guys didn’t stop doing the inspections, and didn’t at least they are made aware of the problem. Perusits adds that assume people didn’t have money. And they didn’t assume there is an additional benefit too. people lost their jobs and couldn’t afford it. “I like my sleep at night,” he says. “If I have done my job, “And guess what, the results prove it.” informed you of what might be a problem, and you choose not to address it, I can sleep at night.”

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NEW PRODUCTS Performance Catalogue Features Hundreds of New Parts

Elgin Industries has released its 2010 Elgin Pro-Stock performance catalogue, featuring hundreds of new components and other solutions for track, street performance, off-road, and marine applications. The fully illustrated catalogue highlights several key new product categories now covered by the respected Elgin PRO-STOCK brand, including internal engine components for GM LS and Vortec engines; Black Ice super-cryogenic engine parts; nitro case-hardened, stock-appearing rocker arms; one-piece premium performance push rods; Engine Armor performance chemicals, including Engine Armor with ZDDP anti-seize pre-lube, and white lithium grease; harmonic balancers; and an expanded offering of performance chassis components. The Elgin ProStock brand offers a comprehensive line of performance valvetrain components including camshafts, lifters, push rods, rocker arms, valves, valve springs, and related parts. Elgin also offers oil pumps, timing components, water pumps, valve and timing covers, expansion plug kits, flexplates and flywheels, oil pans, piston pins, and engine hardware for most popular performance applications. Elgin Industries www.elginind.com

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Tenneco’s DynoMax Performance Exhaust Dual Bullet system for the 2010 Chevrolet Camaro SS 6.2L V8 (p/n 39496) muscle car includes high-quality, 409-grade stainless steel, a premium material that provides extended protection against corrosion, three-inch mandrel-bent pipes, and X-pipe. The system also includes stainless steel, logo-embossed DynoMax doublewalled four-inch show tips. All of the necessary OE-quality hangers and brackets are included for easy, fast installation. Built specifically for “Pure Unadulterated Power,” the systems feature the brand’s Race Bullet muffler, an extremely lightweight, compact muffler design. Also 100% welded for maximum durability, the Race Bullet utilizes CRF technology, which helps provide a throaty performance race tone. Tenneco/DynoMax www.DynoMax.com

Deeza Chassis Releases 301 New Part Numbers In 2010

Deeza Chassis Parts released 301 new chassis part numbers in the first half of 2010, covering more than 40,000 unique applications. The releases include late-model domestic applications like Ford Flex, all-new Mustang, and Fusion, as well as many import applications such as Audi A4, BMW 7 Series, Hyundai Genesis, Mercedes-Benz C- and E-Class, Mazda 6, and Nissan Murano. Many other applications are also in development, like Fiat/ Chrysler 500, Ford Transit Connect, Hyundai Sonata, Chevy Equinox, and Toyota Prius, with an estimated 2010 fourth-quarter release time. Deeza provides over 85% coverage for North American import applications with over 95% ontime delivery and fill rates. Deeza Chassis Parts www.DeezaChassis.com

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Continued on page 32

OCTOBER Product p30,32.indd 30

JOBBER NEWS / OCTOBER 2010

04/10/10 7:14 AM

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06/10/10 7:13 AM

NEW PRODUCTS PlastiKote Launches New Trigger for DIY Truck Bed Liner

Continued from page 30

PlastiKote’s new trigger on its aerosol Truck Bed Liner coating is designed keep hands clean and give a truck bed maximum protection. The product also features new packaging for greater impact, making it easier for customers to find on the shelf. The features and benefits of the new Plastikote Truck Bed Liner Aerosol (264) include permanent bonding to the surface that resists abrasion and has textured, non-skid recycled rubber granules to help prevent slips and falls; a flexible, textured surface that minimizes cargo slippage, resists fading, and withstands extreme hot or cold temperatures; and a hard, non-skid surface that will not warp or crack, is gasolineresistant, and helps prevent rust of the truck bed. PlastiKote also offers a Truck Bed Liner Kit for those customers who don’t want to use an aerosol spray. The PlastiKote Bed Liner Kit (265GK) contains a gallon of Truck Bed Liner paint (265G), roller frame and cover, scuff pad, roller tray, and brush. PlastiKote www.PlastiKote.com

Aerosol Coatings Catalogue

The new PlastiKote product catalogue features the complete line of premium PlastiKote automotive aerosol paints and coatings, as well as sections highlighting non-automotive specific products from the Valspar and Quikrete lines. The new PlastiKote catalogue features colour-coded table of contents and pages by product group for easy readability; in-depth product descriptions; colour swatches showing various colour options for each product; a section on Valspar brands including Anti-Rust and Tractor & Implement products; and a section on Quikrete floor coating products. PlastiKote www.PlastiKote.com

Line Repair

hole leaks, and cross-threaded joints. New 3/4inch, 7/8-inch, 15-mm, and 16-mm sizes allow technicians to repair damaged A/C low-side and other large metal lines; it is also available in sizes to fit 5/16-inch, 3/8-inch, 1/2-inch, 5/8-inch, 10-mm, and 12-mm (O.D.) lines. The Line Splice works on steel or aluminum lines, including a/c, transmission, heater, and power steering lines. A new sealing sleeve is up to eight times wider than a standard O-ring. It seals against irregular tubing surfaces, preventing leak “travel” that can defeat narrow O-ring seals. No crimping tools required. AirSept www.airsept.com

Teflon Beam Blade Wiper Line

Trico Products has introduced the Teflon Shield wiper blade engineered by Trico, using hybrid beam wiper technology. Trico says the Teflon Shield blade offers superior durability and performance through Dual-Shield technology, which features a wiping element infused with Teflon surface protector and a reinforced, high-strength polymer shell. This unique crossover hybrid design helps the Teflon Shield blade reduce friction and protect against cracking, says the company. The Teflon Shield blade is available in 16- to 28-inch lengths, providing coverage for 9-mm hook, 9 x 4-hook, and side lock arms. Gates Canada www.TricoProducts.com

Lower Ball Joint for Lincoln LS

Federal-Mogul Corporation has introduced the Moog Problem Solver front lower ball joint for 2000-2005 Lincoln LS sedans. The new Moog Problem Solver part (p/n K500084, model years 2000-2001; K500085, model years 2002-2005) eliminates the need for technicians to purchase and install a steering knuckle when replacing the original-equipment front lower ball joint. The Moog Problem Solver ball joint has been specially equipped with a durable resin-plated housing to help prevent galvanic corrosion when mated with the aluminum steering knuckle. Other key features include a powdered-metal “gusher” bearing, hardened full-ball stud design, and premium sealed polyurethane boot. Federal-Mogul www.federalmogul.com

AirSept’s Line Splice repairs a damaged metal line in five minutes without removing the entire line to quickly repair rub-through damage, pin32

OCTOBER Product p30,32.indd 32

JOBBER NEWS / OCTOBER 2010

04/10/10 7:15 AM

Kevin Chapman, Auto Machinery & General Supply, Fredericton, N.B. 2009 Counterperson of the Year

Do you know who the

Best Counterperson is? The 2010 Jobber News Counterperson of the Year Award seeks to reward the very best of the frontline workers in the Canadian automotive aftermarket. Anyone can nominate a counterperson, and anyone is eligible. Evaluation and selection of the winner will be made on the basis of experience, training, as well as customer and store owner comments. While not mandatory, participation in and organizing of training clinics, proficiency in computer cataloguing programs, and professional certifications such as Red Seal and ASE Parts Specialist , will all be considered strongly in a nominee s favour.

Formally named the Abe Schwartz Counterperson of the Year Award, it is named after the late owner of century-old British Auto Supply in Toronto, who worked behind the counter for more than half a century.

The 2010 Jobber News Counterperson of the Year Award is sponsored by:

www.activant.com/auto

Nominate your choice online at www.autoserviceworld.com or complete and mail the form below to: Jobber Awards c/o Counterperson Award,12 Concorde Place, Suite 800, North York, ON M3C 4J2 or fax to 416-510-5140.

I nominate:__________________________________

The reason I believe this nominee deserves this

Who works at ______________________________________

award is:

Address ___________________________________________

___________________________________________________

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___________________________________________________ Please use a separate sheet if you require additional space

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COUNTER PERSON 2010 p33.indd 33

29/09/10 2:18 PM

For the Counterperson

Knowledge Building:

October 2010

ARE YOU TURBO READY? Ford will add EcoBoost to three more engines by the end of 2010, with the F-150 on the list for its V6. By 2013, the automaker estimates it will be producing approximately 1.5 million EcoBoost engines globally, about 200,000 more than originally projected. The company now estimates that EcoBoost engines will be available in 80% of the company’s global nameplates and 90% of North American nameplates. About half of those—some 1.5 million EcoBoost engines in total—are expected to be sold in North America, while the rest will be sold in Europe, South America, and the Asia Pacific region. The next three EcoBoost engines include a 1.6-litre fourcylinder that will be offered in the European C-Max people mover; a 2.0-litre four-cylinder for the next-generation Ford Explorer SUV and Edge CUV; and a 3.5-litre V-6 for the F-150. (Ford engineers have upgraded the 3.5-litre V-6 for rear-wheel-drive applications.)

A New Turbo Revolution? In case you think it’s only Ford running headlong into the new world of turbocharging, be advised that Honeywell, the company that supplies turbochargers to Ford’s EcoBoost engines, says that there are many other platforms for which it is developing turbochargers. In fact, Honeywell will launch 15 new technologies and boost more than 100 new engine platforms in 2010, comprising applications for diesel and gasoline passenger cars, on-highway trucks, and off-highway vehicles. “We are living through the fastest rate of change in over 15 years,” says David Paja, vice-president, global marketing for Honeywell Turbo Technologies. “The evolution of turbo technology is accelerating, and today OEMs are counting more on advanced and tailored turbocharging solutions than ever before to achieve the conflicting goals of lower emissions, higher fuel efficiency, and responsive vehicles that are fun to drive.” Among those that hit the headlines at the Geneva Motor Show earlier this year were the VW Polo 1.2L BlueMotion diesel car—the most fuel-efficient five-seater in the world, equipped with the latest generation of Honeywell’s iconic small VNT diesel turbo—and the BMW X6 ActiveHybrid, the very first turbocharged full hybrid, boosted by Honeywell’s latest gasoline turbos and incorporating new advances in materials, bearings, and aerodynamics. In the U.S., Honeywell will provide an engine boosting system for new Ford F-350 U.S. pickups known as the VNT DualBoost, which incorporates a new aerodynamic concept of two back-to-back compressor wheels within a single housing. It is also the world’s first application of ball-bearing technology in a mainstream light-vehicle diesel engine.

urbocharging has been with us for decades. And for most automakers, it has been an on-again, off-again love affair. TWhile it is true that turbocharged engines have been avail-

able in a few imports for some years—Subaru and Volkswagen’s TDI diesel are two examples—these have been of relatively limited popularity. Now, it seems, North America is getting back into the game. Many will remember the previous generations of North American turbocharging going back to the late 1970s and early 1980s. (Perhaps, many would rather forget.) And yet, as sure as concerns over fuel mileage (or, more accurately, the cost of fuel) mount, comes a renewed interest in forced induction. And, with forced induction, the turbocharger comes to the forefront. However, it would be a mistake to think that the automakers, or the companies that supply them, have simply dusted off the parts left over from the last generation of turbocharged engines and bolted them on to the latest generation of powerplant. The fact is that the turbocharged engines of today also include a significant number of other technological advances that add to the complexity of their powerplants, as well as potential future opportunities for machine shops. Understanding where these opportunities lie requires understanding how these new engines differ fom earlier generations, and may also take a bit more than some educated guesses about their future failure modes. Since Ford’s EcoBoost is likely to be among the most popular new turbocharged engines that techs will see, due to its use by Ford in a number of vehicles; let’s use that engine series as an example of what might be in store not too far down the road. 34

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06/10/10 1:20 PM

The three new engines will increase the number of global nameplates available with EcoBoost to 11; currently, it is only found in the Ford Flex and Taurus SHO, the Lincoln MKS and MKT, and most recently the F-150. The six-cylinder variant is based on the 3.5L Duratec, which Ford’s literature says required few changes. “Originally designed for boosted applications, the 3.5-litre required only a few updates beyond the addition of direct injection and turbocharging, resulting in increased performance, improved fuel economy, and lower CO2 emissions.” On the 2011 Taurus SHO, the 3.5L powerplant generates an estimated 365 horsepower at 5,500 rpm and 350 ft.-lb. of torque at 3,500 rpm. A key feature of this particular EcoBoost engine is gasoline direct injection. The direct injection of fuel into the cylinder during the intake stroke, as opposed to port-style injection to an externally mounted intake, produces a well-mixed air-fuel charge. Fuel vaporization during the intake stroke cools the incoming air, improving volumetric efficiency and lowering the likelihood of knock. The results are improved throttle response, reduced cold start emissions, and improved fuel economy. The cooled charge creates an increased compression ratio, improving efficiency at partial load, while the higher compression ratio allows for better volumetric efficiency under full load. The 3.5-litre EcoBoost V-6 uses twin turbochargers, as opposed to a single unit. It must be said that the company’s soft-pedalling of the “mere” addition of items like turbocharging and direct injection

probably makes their own engineers squirm. The phrase “easier said than done” comes to mind too. The addition of gasoline direct injection—itself virtually only a theoretical addition to the gasoline engine landscape a few short years ago—is notable, as it helps with fuel economy and emissions. “Direct injection is a significant player in Ford’s strategy to replace larger engines with smaller EcoBoost engines, improving fuel economy by up to 20% without sacrificing performance,” says Brett Hinds, EcoBoost design manager. “We’re going to be deploying direct injection to bring a wave of EcoBoost engines into Ford Motor Company products. It starts with the Lincoln MKS, and by 2013 more than 90% of our North American lineup will offer EcoBoost technology.” Direct injection even uses its cooler temperature to chill engine-intake air, which improves fuel economy and reduces the potential for engine knock. “Cool air is good for an engine, because it minimizes the engine knocking phenomenon,” explains Corey Weaver, EcoBoost project leader. “Anything you can use to cool the air is good. [By] injecting the fuel into the cylinder, you cool it on the spot, where you’re going to burn it. Fuel vaporization during the intake stroke cools the air, improving the volumetric efficiency, the breathing of the engine, and the knocking tendency.” Further to this, Ford has announced it will be adding EGR to EcoBoost applications, though no specifics have been detailed. Continued on page 36

October COUNTER p34,35,36.indd 35

06/10/10 1:23 PM

Continued from page 35

EcoBoost Direct Injection

An electronic control system varies the timing and intensity of the fuel delivery according to engine operating conditions. “This new EcoBoost direct-injection system gives us great flexibility, particularly for cold-start performance and emissions,” says Todd Rumpsa, EcoBoost calibration supervisor. “We can achieve multiple injections per combustion event, tuning where those injections should best take place, to deliver the strongest start possible with the lowest emissions.”

The EcoBoost direct injection system precisely delivers a fine mist of fuel directly into each cylinder, for optimal performance, economy, and emissions. Unlike port-fuel-injection (PFI) engines that spray fuel into the intake system, a direct-injection system puts the fuel exactly where it needs to be for combustion. A high-pressure injector is positioned to the side of each cylinder, aiming the fuel directly into the cylinder adjacent to a high-intensity spark plug and alongside the intake and exhaust valves. Fuel is sprayed into the cylinders at pressures of up to 2,150 pounds per square inch (PSI), which is about 35 times more intense than PFI injection. Fuel from the vehicle tank is pumped at normal pressure to the engine compartment, where a special cam-driven, highpressure fuel pump increases the fuel pressure. Depending on the demands of the driver, the system operates between 200 and 2,150 PSI. “Think of the direct-injection system like the mist from an atomizer bottle that you spray to keep yourself cool,” explains Craig Stephens, EcoBoost powertrain control system manager. “Our system creates a fine spray that atomizes the fuel, making it easy to ignite and burn completely.” Each bank of cylinders in the V-6 EcoBoost engine has a high-pressure fuel rail that feeds the individual injectors, and a fuel rail pressure sensor on each rail that helps the vehicle powertrain control module precisely control the fuel pressure. Bosch high-pressure fuel injectors use internal solenoids to switch the flow of fuel on and off extremely precisely. Fuel flows through six tiny, pinhole-like outlets in each injector, with each spray positioned to provide benefits in fuel economy and emissions.

MACHINE SHOP NEWS

The E.R.I. Group Announces Scholarship Winners Canadian engine rebuilder buying group The E.R.I. Group has announced the winners of its 2010 Richard Miller Education Awards. Recipients are: Krista Socholotiuk, Vancouver, British Columbia; Krista Socholotiuk Felix Pepin Terry-Ann Smith, Virden, Manitoba; Nikita Miller, London, Ontario; Felix Pepin, Montréal, Québec; and Whitney Good, Big River, New Brunswick. Each was presented a cheque for $1,000 to help them further Nikita Miller Terry-Ann Smith their education. Socholotiuk is entering her third year of study toward her Ph.D. in counselling psychology at the University of British Columbia. Smith is entering her final year of study in Web design at Assiniboine Community College. Miller is entering her second year of study at Whitney Good the University of Western Ontario, Brescia College to complete a double major in French for Teaching and Leadership. Pepin is attending the Polytechnic School of Montreal towards his master’s in the civil engineering program, specializing in transportation. Good is entering her third year of study in St. Thomas University’s Bachelor of Arts program, majoring in history.

Turbo Engine Failures

istory, and current experience from the diesel market, teaches us that most turbocharger failures are preventable. But maintenance habits being what they are, it can be expected that a significant percentage of the current crop of advanced turbocharged engines will fall victim to neglect. Oil plays a vital role in the life of a turbocharger, because it serves the triple function of lubricating, cooling, and cleansing many of the most critical and highly stressed parts in the assembly. Even momentary interruptions in the supply of high-quality lubrication can produce disastrous results, particularly under conditions of high speed or heavy load. There are several facets to proper turbocharger lubrication, and as a consequence, a deficiency of any one aspect usually produces a specific symptom. And with the trend these days toward extended drain intervals, this may become even more acute. The accumulation of abrasives in the oil will, over time, wear the bearing surfaces. It is usually most prevalent on the thrust bearing and outside diameters of the shaft bearings. Occasionally, the abrasive particles are so small that they escape the centrifuge effect of the rapidly spinning bearings; in such a case, considerable

scouring of the journal sections of the rotor shaft might be noted. It is essential that a sufficient quantity of oil flow through the turbocharger at all times to ensure suspension and stabilization of the full floating/rotating bearing system, and to continually remove heat from the unit, thereby keeping internal temperatures within workable limits. Previous-generation turbochargers often fell victim to “coking”—quite literally, the cooking of the oil—in the lubrication pathways, restricting oil flow and shortening the life of the turbo dramatically. Cold-start, high-load operation can also challenge bearing lubrication, and should be avoided. The vulnerability of the turbocharger will become instantly apparent the first time a particle of significant size is inducted into either the compressor or turbine section with the unit at speed. Many so-called turbocharger failures are often actually caused by an initial failure in another internal engine component—a piston ring or piece of a valve, for example—which damages the turbocharger’s vanes. While it is true that most failures will be out of your hands, repeat failures can be avoided by ensuring super-clean lubrication passages, and taking extra care to ensure there aren’t any bits and pieces lurking in the dark corners of the exhaust stream following a rebuild.

October COUNTER p34,35,36.indd 36

07/10/10 9:54 AM

Automotive Internet Directory

Visit these companies directly at their web addresses or check out the growing list of Hot Links at www.autoserviceworld.com. To find out how your organization can be included in this directory and on the web, contact aross@jobbernews.com

AUTOMOTIVE PARTS & ACCESSORIES Goodyear Engineered Products www.goodyearep.com/aftermarket www.goodyearbeltsandhose.com The officially licensed belt of NASCAR. Gatorback, the quiet belt. You can never replace Goodyear quality. NGK Spark Plugs Canada Limited www.ngksparkplugs.ca The World Leader in Spark Plugs, Oxygen Sensors and Ignition Wire Sets. Used by 87% of the World’s OE Manufacturers S.B International Inc. www.sbintl.com “We keep engines humming”

HAND CLEANERS GOJO Industries, Inc. www.automotive.gojo.com GOJO is a leading manufacturer of skin care products and services for many marketing including automotive and manufacturing. GOJO continues to pursue a commitment of creating well-being through hand hygiene and healthy skin.

REFRIGERANT Duracool Refrigerants www.duracool.com Nationally Distributed by: Deepfreeze Refrigerants Inc. The Leaders in Hydrocarbon Refrigerant Technology. Guaranteed In writing not to harm any Mobile A/C System. You can feel the Difference that Quality Makes. “Our Formula Never Changes”.

WAREHOUSE DISTRIBUTORS & BUYING GROUPS The E.R.I. Group www.theerigroup.com Canada’s Premier Machine Shop Buying Group

Kerr Machine Shop Group Inc.

TOOLS & EQUIPMENT AIR LIQUIDE CANADA INC. www.airliquide.ca Your one-stop shop for all your industrial gases and welding supplies.

www.kerrmachineshopgroup.com Buying group for machine shops and performance shops.

WAREHOUSE DISTRIBUTORS & BUYING GROUPS Bestbuy Distributors Limited

www.bestbuyautoparts.ca Independent buying group and warehouse distributor that allocates its profits to member shareholders and provides unbeatable value for independent jobbers.

ADVERTISERS INDEX Company

Page #

Activant presents Jobber News Counterperson of the Year (www.activant.com).......33 Affinia Group (www.raybestosbrakes.com) .......................................................OBC, 27 Agna Brakes (www.agnabrakes.com)........................................................................IBC Airtex Fuel Delivery Systems (www.airtexproducts.com) ...........................................23 Be Car Care Aware (www.carcarecanada.ca).............................................................15 Continental VDO (www.usa.vdo.com) .........................................................................19 Delphi Product & Service Solutions (go.delphi.com)................................................. IFC Exide Battery Corporation (www.exide.com) ...............................................................13 GE Lighting (www.gelighting.com) .............................................................................8, 9 Honeywell CPG (www.honeywellcpg.com) .................................................................21 NAPA Canada (www.napacanada.com)......................................................................30 NGK Spark Plugs Canada Ltd (www.ngksparkplugs.ca)............................................31 Nova East (www.novaeast.ca) .....................................................................................11 Promax Auto Parts Depot (www.autopartsdepot.ca) .................................................... 5 S.B. International (www.sbintl.com) .............................................................................35 Tenneco Inc. (www.tenneco.com, www.walkerexhaust.com)........................................ 7 Valvoline Canada Limited (www.valvoline.com) ..........................................................29 Valvoline Canada Limited Motor Oil Mythbusters Quiz (www.valvoline.com) ............28 Venture Chem (www.venturechem.com) .....................................................................22 XRF Chassis (www.xrfchassis.com) ............................................................................18 JOBBER NEWS / OCTOBER 2010

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Marketplace

BUYERS & EXPORTERS OF STOCK LIFTS, OBSOLETE, EXCESS, SURPLUS AUTOMOTIVE PARTS

CONTACT: ROSE NOLAN

416-274-1969 WORLDWIDE FACILITY Email: rose@wwfltd.ca

07/10/10 7:20 AM

Editorial Comment

EVERY VOICE COUNTS

NEXT MONTH

Tips on getting your Computer Systems Up to Date, Wheel Bearings, and more in November. 38

OCTOBER EDITORIAL p38.indd 38

s many of us in urban centres have realized for some time, there is a growing aftermarket supply chain forming along ethnic lines. Sometimes scoffed at for its penchant for selling almost exclusively to family members, the reality is that this has become a significant, and often separate, aftermarket. So, I ask, what are you doing to try to bring this market into the fold? The simple fact is that these growing sub-markets can represent a powerful force in the industry over time, and we’d all be better off if those who participate in it were on the same page as the rest of us. I’m not just talking about the potential market for parts sales that some of these segments represent, though that is certainly a good motivator to get involved; there is also the reality that so many of the initiatives with government concerning the environment, image-building within the industry, the constant push for improved business acumen, and the importance of strong technical skills, all make it critical to be inclusive of all those who want to be a part of the industry. Take environmental issues, for example. Do you think that the public cares whether a shop is or is not a member of an industry body if it’s the subject of a massive cleanup? (There were two in the last two years in Toronto, splashed all over the headlines.) And for those who work in the industry, more exposure to best practices could mean better working conditions, brought on by a better understanding of the resources and obligations of the owner. There are, to be fair, some ticklish issues surrounding certain unlicensed facilities, but we should at the very least be talking to them about more than parts sales. While it may come as a shock, it is quite possible that those who are “not part of the industry” in the sense that they don’t participate in associations, training, or other events of concern, may only be behaving that way because they are unaware that these activities are occurring. To you and me, industry associations like the Automotive Industries Association of Canada and the National Automotive Trades Association, groups like the CARS Council, and the many local associations and the services they can provide, are a normal part of doing business. If you were to set up a business in a foreign country, seeking out these types of organizations would be high up on your list. But what if where you came from had no such organizations, or if your grasp of the language were uncertain enough that you felt uncomfortable about participating? In many cases, this is the reality that some individuals live with every day. We at least owe it to ourselves to try to make contact—not because they need us, but because we need them. We need them to be as concerned about their place in the aftermarket, and the health of the industry, as we are about our own. We need everyone to be visibly part of a great industry, ready to defend it against unfair regulation and unfair characterizations, and to put our best foot forward every day, for every consumer. In this quest, every voice counts, regardless of whether it has an accent or not. Andrew Ross, Publisher and Editor aross@jobbernews.com

JOBBER NEWS / OCTOBER 2010

04/10/10 9:53 AM

Conventional Brake discs

Fremax Ready to Go Brake discs

MADE IN BRAZIL “DRY OIL” TECHNOLOGY NO CONTAMINATION OF BRAKE PADS REDUCES NOISE ENVIRONMENTALLY FRIENDLY, NO NEED TO USE HEAVY CHEMICAL PRODUCTS FOR WASH/CLEANUP MUCH FASTER TO ASSEMBLE EXCELLENT FRICTION RATE FROM THE BEGINNING SPECIAL FINISHING ON THE BRAKING SURFACE ALLOWS FAST AND EASY BEDDING OF THE BRAKE PADS

THE FIRST BRAKE THAT´S

READY TO ASSEMBLE

Now, FREMAX offers brake discs and drums that come with READY TO GO technology, which saves cleaning tme and preparation work. Save your time and effort. READY TO GO are much more efficient than conventional brake discs. For more information on READY TO GO, contact us:

Agna Brakes 9365 De Meaux St Leonard, Qc, H1R 3H3 Tel.: (514)333-7781 Toll Free: (888)333-AGNA (2462) Fax: (514)333-8759

Agna p39.indd 39

www.agnabrakes.com

30/09/10 9:49 AM

THE WORLD’S BEST SHOPS DEMAND RAYBESTOS ®

JEFF EICHER – BRAKE SPECIALIST JOE GIBBS RACING

TIM BENISH – BRAKE SPECIALIST DURAND GARAGE

THE PROFESSIONAL’S CHOICE Whether for your customer’s muscle car, pickup truck, weekend racer, or late model daily driver, count on Raybestos® brakes to offer everything you need. For more than 100 years, professional technicians and championship-calibre race teams have trusted Raybestos® brakes for quality, performance and coverage. Our full line includes brake pads, rotors, brake shoes, drums, master cylinders, wheel cylinders, and more.

PROFESSIONAL GRADE® BRAKES FOR PROFESSIONAL TECHS. www.raybestos.com

THE EXCLUSIVE BRAKES OF

PREFERRED STREET/ROAD COURSE BRAKE PADS OF

NASCAR ® IS A REGISTERED TRADEMARK OF THE NATIONAL ASSOCIATION FOR STOCK CAR AUTO RACING, INC. INDYCAR (AND DESIGN) ARE REGISTERED TRADEMARKS OF BRICKYARD TRADEMARKS, INC., USED WITH PERMISSION. IZOD IS A REGISTERED TRADEMARK OF PHILLIPS-VAN HEUSEN CORPORATION, USED WITH PERMISSION. “KYLE BUSCH®”, “#18®”, “PEDIGREE ™/®” AND “M&M’S ™/®” LICENSED UNDER AUTHORITY OF JOE GIBBS RACING, HUNTERSVILLE, NC. TOYOTA TRADEMARKS USED WITH PERMISSION.

6601-A Goreway Drive, Mississauga, ON L4V 1V6 • Tel: 905-405-0955 • Fax: 905-405-0957

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06/10/10 11:44 AM